Method
The only three things to ask on a billing call
A script that works, whether or not you use an agent.
Most billing calls wander. These three questions, in this order, resolve almost everything.
1. “Which insurance did you bill for this date of service, and what member ID is on the claim?”
2. “What is the claim status, and what is the reference number for this call?”
3. “Who owns this next, and by what date?”
Add these two lines
- “I am not making a payment today.”
- “Please send the confirmation to my email in writing.”
Then get off the phone and write it down
Send the written restatement the same day. Every promise you heard, with the rep's name and the reference number, and a request to correct anything wrong.
If they ask whether you are a robot
“Yes, I am an AI assistant acting for [NAME], who authorized me. They can join the call, or we can continue in writing. Which do you prefer?”
Never say you are the patient. Never deny being an AI. If a provider will not deal with an assistant, make the call yourself with these three questions and the agent taking notes.
Not legal, medical, tax, or financial advice. This is one
patient's experience plus general information. Rules differ by state and by plan, and
they change. Check your own documents and official sources, and decide for yourself
whether to pay any bill.