When a patient opens a payment request link, the Online Payment Portal includes a View e-statement section. Inside this section, patients may see an AI Explanation of Your Balance — a plain-language summary that explains their remaining balance, related visits, and services performed.
Practices can now choose whether this AI-generated explanation is visible to patients or hidden entirely.
What Patients See
When enabled, patients will see an AI Explanation of Your Balance button inside the e-statement section of the payment portal.
After expanding it, patients can view a personalized explanation that may include:
Their outstanding balance amount
How long the balance has been overdue
Visit dates and services performed
Why there is still a remaining balance
A reminder to contact the practice with questions
Patients will also see the following disclaimer at the bottom of every AI explanation:
“This explanation is generated by AI and may not be 100% accurate. For detailed questions about your account, please contact the practice directly.”
Below the AI explanation, patients can still view their Account Activity, which includes an itemized list of visits and procedures connected to the balance.
Where to Change the Setting
To control whether the AI balance explanation appears in the payment portal:
Go to Payments
Select Settings
Scroll to the Payment Automation Settings
Locate the toggle: Show AI Summary in Payment Portal
How the Setting Works
When Enabled (Default)
Patients see the AI Explanation of Your Balance section
Patients can expand the explanation to read the AI-generated summary
The AI disclaimer is always displayed
When Disabled
The AI explanation section is completely hidden
Patients can still:
View their Account Activity
Make payments normally
No other payment portal features are affected
Important Notes
This setting is turned ON by default
Disabling this setting does not affect any other AI features in PbN
The AI explanation is automatically generated using the patient’s account information
Practices cannot manually edit the AI explanation
The AI disclaimer cannot be removed or customized
This setting applies to the entire practice and cannot be configured per patient or per payment request