Call scripts

What to say on the phone

Use these scripts with billing and insurance. Write down names, dates, and reference numbers every time.

Provider billing

When you call the provider billing department:

1. "I'm calling about account number ______. I received a bill for $______ dated ______."
2. "Has this claim been submitted to my insurance? What is the claim status?"
3. "Can you email or mail me an itemized statement with CPT/revenue codes?"
4. "Please place a hold on collections while I reconcile this with my EOB."
5. "Can I speak with a financial counselor about assistance programs?"

Write down: representative name, date/time, reference number, and what they promised.

Insurance member services

When you call your insurance member services:

1. "I'm calling about claim number ______ for service on ______ with ______ provider."
2. "Can you confirm whether the claim processed and what my patient responsibility should be?"
3. "If denied, what is the exact denial reason and appeal deadline?"
4. "Can you resend the EOB and confirm the allowed amount and deductible applied?"
5. "If records were requested from the provider, can you tell me what is still missing?"

Ask for a case reference number and request written confirmation when possible.

Hold payment while waiting for EOB

If you have a bill but no final EOB yet:

- Do not ignore the bill—call billing and document the conversation.
- Say: "I am waiting for my insurer's final EOB before paying patient responsibility."
- Ask them to note the account and pause collection activity.
- Set a follow-up date (usually 2–3 weeks).
- Pay only after bill amount matches EOB patient responsibility.

After the call

Save notes in your phone or a notebook

Set a follow-up date (usually 2–3 weeks)

Compare any updated bill to your latest EOB before paying