PT-1102
June 5, 2026
AD
Admin
Administrator
All Calls
PT-1102
c004 · April 24, 2026 · 00:00
2m 14sPositive(8.3)
PS
Agent
Priya Sharma
a3
Patient Sentiment
8.3/ 10
Positive
Script Adherence
100%
5 of 5 items passed
Call Recording
2m 14s
Available via vendor
Call Transcript
11 turns
PS
Priya Sharma00:00:03
Patient support, Priya speaking. Namaste, how can I help you today?
P
Patient00:00:10
I have a question about my billing statement. There's a charge I don't recognise.
PS
Priya Sharma00:00:18
I'd be happy to help clarify that. Can I get your patient ID to pull up your account?
P
Patient00:00:26
PT-2267. The charge is for $145 from March 18th.
PS
Priya Sharma00:00:40
Let me look into that. Yes, I can see that charge — it's related to the lab work ordered during your March 15th visit.
P
Patient00:00:52
Oh, I didn't realize lab work wasn't included in my copay.
PS
Priya Sharma00:01:02
That's understandable. Lab work is typically billed separately by our lab partner. I can send you an itemised breakdown by email.
P
Patient00:01:12
Yes please, that would be helpful.
PS
Priya Sharma00:01:18
I've queued that for you. Is there anything else I can help with?
P
Patient00:01:22
No, thank you.
PS
Priya Sharma00:01:26
Thank you for calling. Have a great day.
AI Summary
Patient requested insurance coverage clarification. Agent provided clear explanation and offered to email a summary document.
insurancecoveragebillingclarification
Script Checklist
Good adherence
- Introduction & Greeting
- Patient Verification
- Purpose & Issue Identification
- Resolution & Next Steps
- Closing & Farewell