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The video tutorial discusses a scenario where a claim is pending due to lack of medical records. The first step is to conduct a pre-call analysis by checking the doctor software for attached medical records. It is important to verify if all service-related documents are available before contacting the insurance. The next step is to call the insurance and inquire about the specific part of the medical records needed for processing the claim for payment. This process is crucial to ensure the smooth processing of the claim.
