The AI agent space in healthcare is crowded, and getting busier by the day. This is a good thing in many ways – but also a problem, especially for some payors.

Why? Because calling payors to acquire benefits and eligibility data isn’t easy to do with AI. A simple wrapper around a generic LLM is not enough to appropriately conduct such a phone call, meaning some AI agent calls to payors can drag on … and on .. and on. And when dozens of ill-equipped AI agents are calling payor call centers, their phone lines get clogged, creating delays for other callers and causing a drain on resources.

So when we hear that some payors are refusing to accept AI agent calls, we can’t say we blame them. But if payors aren’t taking calls from other AI agents, what does that mean for Infinitus?

The tl;dr is that payors aren’t blocking Infinitus AI agent calls. There are many reasons for this, from our deep healthcare expertise to our longstanding payor relationships. But read on for a better understanding of why we’re not seeing pushback on our AI agents’ calls.

Why payors don’t block Infinitus AI agent calls

Since our founding in 2019, we’ve worked directly with the payors that we call. Our payor relations team has nurtured lasting relationships with payors and plans, and we meet regularly with many of them to make sure the work we’re doing benefits them as well as our customers. (Here’s a recent example).

But the reasons why we’re not experiencing call refusals at the rates other AI agent providers are isn’t just about relationship building; the products we’ve built are designed to make payor interactions faster, clearer, and easier on their teams. While there are a limited exceptions, here are a few other reasons payors accept Infinitus AI agent calls: 

  • Our AI agent solution is purpose-built for healthcare. As opposed to some of the AI agents causing payor frustration, we’re not relying on generic LLMs for phone calls.
  • We keep payors informed of our plans, and meet with many every month to share call volume projections.
  • We always make calls from the same number, so payor call centers are able to recognize when an inbound call is coming from Infinitus.
  • Most of the larger payors have dedicated lines or call centers just for our AI agents, some with representatives specially trained to best manage our AI agent calls
  • Our AI agents collect as much information digitally as possible before making a call – meaning our calls are shorter and more efficient than others

And sometimes, we don’t even need to make a call

As mentioned in the final bullet above, our AI agents collect as much information as they before ever making a call. This is possible because of the Infinitus knowledge graph, which instantly coordinates and aggregates all available data, sourced from our direct payor API integrations, historical knowledge from over 7 million automated calls, and integrations with other digital sources. 

What this means is we can often provide a complete, high-quality dataset for every patient instantly, without making a call to a payor. Our AI agents only call payors if information is not available digitally first, which means we often don’t need to make a call at all. In the example shared above, Infinitus was able to help one of the country’s largest payors cut benefit verification call time by over ⅓. 

How to learn more about Infinitus’ payor relationships

If you’re interested in exploring how we’re helping payors receive fewer, faster calls, we encourage you to learn more about how we structure our payor partnerships. We also invite you to learn about our AI agents, which some of the top payors are using today for member engagement.

But if you’d like to learn more about how Infinitus builds trust with payors (and how our AI agents help streamline benefit administration at scale) we’d love to talk. Reach out to our team to learn more about how we partner with payors and support faster, more reliable patient access.