With Retell, we’ve increased scheduling NPS by 38%, and filled underutilized provider capacity, allowing our team to focus on meaningful patient care instead of phone tag.
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AI Voice Agents for Patient Billing Calls
5.0
ON G2
Patient billing calls answered without a hold queue. The agent verifies the patient, explains the balance, date of service, and provider from your billing system, and texts a payment link or transfers to your payment line. Disputes, insurance questions, and upset callers go to your billing staff with the context. Calls run in English and Spanish, under a self-signed BAA.
Trusted by over 4,000 businesses powering 100+ million calls per month.
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How It Works
Set up AI patient billing calls in four stages, from your billing system to calls answered on your statement number.
Connect billing and verification
Sign the BAA, connect your billing or practice management system through custom functions for account lookup, choose how patients pay, and write your verification, disclosure, and escalation rules.
Test real statement calls
Run simulated calls with wrong account numbers, failed identity checks, Spanish-speaking callers, disputes, and insurance questions, and grade every run before a patient calls.
Connect your statement number
Route the number printed on your statements to the agent by SIP trunk or carrier forwarding, and add outbound reminder calls by batch list or API once inbound runs well.
Go live and track outcomes
Every call returns the fields you define, such as verified, balance explained, link sent, payment plan requested, and transferred, so your billing team works exceptions instead of the whole queue.
Use Cases
Patient balances explained, paid, or escalated on the first call
Calls that follow a statement or collection letter
Need patients who call about a letter answered right away. The agent asks for the account or case number printed on the statement, which the patient can say or key in, looks up the account through a custom function, and explains the balance, the date of service, and the provider the bill is for. General questions, such as what a statement line means or when payment is due, are answered from a knowledge base of your billing policies.
Identity verified before any balance is mentioned
Need protected health information shared only with the right person. Before it says anything about the account, the agent confirms the details your policy requires, such as full name, date of birth, and a street address on file, and checks them against your system. If they don't match, it gives no account details and follows your rule, such as a transfer to staff or a request to call back.
Paying the balance without reading out a card
Need payment taken on the same call without card numbers in your call records. The agent offers to take the full balance or another amount, then texts a payment link from your payment provider or transfers the patient to the payment line you already use. If a payment fails or the patient asks for a payment plan, the call goes to your billing staff with a warm transfer.
English and Spanish on the same line
Need Spanish-speaking patients served without a separate queue. Set the agent up for English and Spanish, and it answers in the language the patient speaks, or offer Spanish in the greeting. If your system already knows a patient's preferred language, the inbound call webhook can start the call in that language, which is more accurate than detecting it.
Disputes, insurance questions, and upset patients
Need the calls that take judgment to reach a person quickly. When a patient disputes a charge, says insurance should have paid, or is upset, the agent transfers to your billing staff with a private briefing on the account and the reason, so the patient doesn't start over. Calls about records or scheduling are routed to the right department instead of the billing queue.
Reminder calls when a balance ages
Need follow-up on unpaid balances without staff dialing through a report. When a balance passes the age you set, your system can start a call through the API, or you upload the list as a batch call a few days after statements go out. The agent verifies identity, states the balance, asks for payment, and escalates complex accounts to staff. The rules that apply to unpaid medical bills are covered in medical debt collection.
Built for Contact Centers, Not Demos
Retell is the AI Voice Platform Enterprise Contact Centers Run On
Retell lets you build, test and deploy AI phone agents that handle real call volume, so your team spends its time on the conversations that need a person.
Feature
Why medical practices and billing companies choose Retell AI for patient billing calls
Balances from your billing system, mid-call
Patients ask about a specific statement. Custom functions call your billing or practice management system during the call to look up the account, check identity details, and log the outcome, and the agent uses the response right away, such as the balance and date of service.
Disclosures and notices in your exact words
Static sentences make the agent say required lines exactly as written, such as a debt-collection disclosure or a recording notice, and you place them in the conversation flow where your compliance team wants them.
Escalations that arrive with context
A warm transfer can play a private message to your billing staff before the patient is connected, with the account, the balance, and the reason for the transfer, and the full transcript is there after the call.
Statement days without a hold queue
Calls spike when statements go out. The agent answers in parallel, with 20 concurrent calls included on pay-as-you-go and more on demand, in English or Spanish, with no press-1 menu.
Payments, plans, and disputes by account
Post-call extraction records the outcome of every call as fields, such as link sent, plan requested, dispute, or wrong person, and the call_analyzed webhook sends them to your system. The analytics dashboard charts them by agent and version, and alerts fire when success rate drops.
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Pricing
Cut Costs by 90% with AI phone Agents
Pay as you go
$0 to start.
$0.07–$0.31 per minute – Pay only for what you use.
60 mins of free access.
20 concurrent calls.
10 Free Knowledge Bases.
Enterprise Plan
For companies with large volumes, data or deployment requirements, or support needs.
White glove service for your use case.
Premium support with dedicated solution engineer teams.
Custom pricing and concurrent calls based on your needs
FAQ
Frequently asked questions.
Can patients pay by card on the call?
The agent doesn't need card numbers. It texts a payment link from your payment provider, or transfers the patient to the payment line or IVR you already use, so your payment system handles the card. If a patient reads a card number aloud anyway, PII scrubbing can remove card numbers from stored transcripts and recordings.
Is Retell HIPAA compliant for patient billing calls?
Retell supports HIPAA workloads. Self-sign the BAA before any protected health information goes through the platform; there is no fee to sign it. Then choose per agent what is stored, scrub categories such as names, dates of birth, and medical IDs from transcripts and recordings, and set how long call data is kept, from one day to two years.
Does it connect to our practice management or billing system?
Retell does not ship prebuilt connectors for practice management, EHR, or patient billing systems. The agent reaches yours through custom functions that call its API during the call, to look up an account or log an outcome, and webhooks send each finished call to your system or a staff queue. Without an API, staff work each call from the webhook record.
Can the agent read our collection disclosures?
Yes. Put each required disclosure or recording notice in a static sentence, and the agent says your wording exactly at the point you choose, such as right after identity is confirmed. Which disclosures apply depends on whether you are the provider or a collection agency and on federal and state rules, so confirm your script with counsel.
Can it call patients about unpaid balances?
Yes. Calls can start from your system through the API when a balance reaches your threshold, or from a list uploaded as a batch call with a calling window. Outbound calls with an AI voice carry consent rules in the US; the TCPA guide for AI voice calls covers them, and your counsel should review your list and script.
How much do AI patient billing calls cost on Retell?
Retell voice agents are priced per minute of conversation, from $0.07 per minute, depending on the language model, voice, and telephony you choose. Pay-as-you-go needs no contract, and Enterprise plans have custom pricing for high volume or custom deployment needs. See pricing for your mix.
