Pre-listening Questions
1. How much does it cost to visit the doctor in your country?
2. How much should healthcare cost?
3. Do you think AI will replace doctors in the future?
Listening
Comprehension Questions
- How much of the MRI cost did the patient expect insurance to cover?
- What reason does the billing representative give for the unexpected charge?
- What two things does the patient request from the billing department during the call?
- How does the billing representative offer to help the patient while the issue is being reviewed?
- What does the patient plan to do after receiving the itemized bill and dispute form?
Answers
How much of the MRI cost did the patient expect insurance to cover?
The patient expected the insurance to cover the full cost.What reason does the billing representative give for the unexpected charge?
The provider who performed the scan was out-of-network, so insurance only covered 60%.What two things does the patient request from the billing department during the call?
An itemized bill and a formal review of the charge.How does the billing representative offer to help the patient while the issue is being reviewed?
By emailing the bill, putting the charge in review status for 30 days, and including a dispute form.What does the patient plan to do after receiving the itemized bill and dispute form?
Review everything and contact their insurance provider.
Vocabulary
Gap-Fill
Post-listening activity
Discussion Questions
Answer the questions
Have you (or someone you know) ever received a confusing or unexpected bill? How did you handle it?
In your opinion, should medical billing be simpler? Why do you think it’s often complicated?
What language strategies can help someone stay calm and polite when they’re frustrated?
How would you feel if you were charged for a medical service you didn’t understand?
What’s the difference between asking questions and making accusations in customer service calls
Role Play 1
A patient had a minor procedure at a local hospital. A month later, you receive a bill for $2,300—completely unexpected. The patient was under the impression that their insurance covered the entire cost.
Role A: Patient
You had a procedure that was considered routine and pre-approved.
You were never informed of additional fees or out-of-network issues.
Your goals:
Understand why you’re being charged
Ask for an itemized bill
Request the charge be reviewed
See if there’s a way to reduce the bill or set up a payment plan
Role B: Billing Representative
You see the insurance covered part, but not all.
You explain:
Part of the service was handled by an out-of-network specialist
The patient didn’t meet their deductible
You offer:
To email a detailed bill
To freeze the account for 30 days
A form to start a charge appeal
Role Play 2
A patient goes to the pharmacy to pick up their prescription and is told the cost is $120, even though their doctor said it would be covered by their insurance.
Role A: Patient at the Pharmacy
You expected your medication to cost nothing or under $10
You’re confused and a bit frustrated
You ask:
Why is this medication not covered?
Are there cheaper options?
Can you check if the doctor prescribed the brand name by mistake?
Role B: Pharmacist
You explain that the prescription isn’t covered under their current plan
You offer alternatives:
Generic version of the same drug
Contacting the doctor for a substitution
Help the patient apply a discount program
