TEAM B- Call Script

Calling organizations/offices:

Invalid subscriber ID numbers

Hello, my name is __________. I am calling from Northwest Labs regarding (patient name) for date of
service _______. The insurance information we received for this DOS is inactive/invalid. Can you
provide updated/correct insurance for this patient?

Non-participating NPI Providers

Hello, my name is _________. I am calling from Northwest Labs regarding (patient name) for date of
service _______. The claim was billed with a non-participating provider NPI # and I am calling to get the
correct NPI # for the participating provider with (payer/insurance name) EX: Molina.

Calling patients:

Invalid subscriber ID numbers

Hello, my name is _________. I am calling from Northwest Labs regarding the Covid test you had on
date of service _________. The insurance that was provided at the time of your visit was inactive/invalid.
I was hoping we could update your insurance information so to bill the correct payer.

Calling payers:

Claim status

Hello, my name is _________. I am calling from Northwest Labs to check the status of a claim regarding
(patient name) for date of service _______.

 Why was it denied?

 What information is needed to correct this claim?

Northwest Labs

NPI: 1568994879

TAX ID: 813538903