"To those patients, I offer my personal apology and firm commitment on behalf of the entire organization to regain your trust," Mooty said during a field hearing of the Senate Health, Education, Labor and Pensions Committee.

Greg Kazarian, senior vice president and corporate responsibility manager at Accretive, apologized to patients "who experienced any interaction with us or with our Fairview colleagues that lacked compassion and professionalism." He defended Accretive's work — which includes pressing insurance companies to pay and helping patients obtain insurance.

"Unfortunately, we've been portrayed in a way that distorts and misrepresents our business and our work," he said.

Franken read parts of an email from an Accretive employee who called patients "deadbeats" and "stupid," and Kazarian said that employee was fired as soon as higher-ups learned of the message.

Franken asked why another employee, Matthew Doyle, had patient information on the laptop stolen from his car when he worked on the revenue side of the company, where access to records is supposed to be restricted.

"I don't understand why Mr. Doyle had all that information. The law says that Accretive may give its employees, and you just said it does, only the minimum amount of data necessary for them to do their jobs," Franken said.

Kazarian responded that Doyle had both claims data and a separate file "in connection with his work coming up to speed in our area in our work in quality and total cost of care," a separate business area with greater access to patient data.

"He didn't work in that, though, did he?" Franken said.

"No, he did not, sir," Kazarian said.

"So he would only need that information if he did work in that," said Franken, adding, "Here this information was left in a laptop in plain view."

Patients also testified Wednesday about being pressed for money while waiting for medical care.

Tom Fuller, of New Brighton, regularly went to Fairview University Hospital for follow-up care after a lung transplant early in 2011. He said he was surprised when he went in for a procedure in November and was sent into a room where a man went over his paperwork, presented a bill for $500 and asked him to pay his "outstanding balance."

"We were unaware of any past-due amount, and I just felt badgered," Fuller said. "Finally he said, 'Well, OK, a check or a credit card, however you want to pay it.' And I said, 'I have no intention of paying you anything. I'm going in for a procedure.'"

Fuller said he left the room shaking with anger.

"Just nobody at that point should be going through that," he said.

Franken said he wants more information about an allegation in Swanson's lawsuit that said North Memorial and Accretive backdated a business agreement for Accretive's services at the Robbinsdale hospital. Messages to North Memorial weren't immediately returned.

The Minnesota Department of Commerce is also investigating Accretive under its authority to regulate debt collectors in the state.