Insurance and revenue
AI payer calls, so your team stops waiting on hold.
The phone menu, the hold time and the reference number, handled for your team.
Payer call · benefits check
Commercial PPO provider line
2care on the line
- Phone menu worked0:00
- On hold0:41
- Rep Dana answered23:14
- Answers read back and confirmed27:02
Captured on the call
- Deductible
- Out of pocket
- Specialist copay
- Auth for CPT 20611
- Rep
Example call. Times show elapsed call time.
Payer calls routinely run 30 minutes or more once hold time is counted. Taking them off your team gives back hours every week for the work only people can do.
30+ min
typical payer call once hold time is counted
0
minutes your team spends on hold
Phone is the last channel, not the first
Every task tries the electronic check and the portal before it dials
Benefits task for Maria L.
- 1
Task in
Benefits gap before 10/28 visit
- 2270/271
Electronic check
Active, no deductible detail
- 3Portal
Payer portal
Auth rules not listed
- 4Phone
Phone call
Hold 23:14, rep Dana
- 5PMS
Written back
Fields, recording, ref 7731-0924
Total staff time on this task: none until the review screen.
Cheaper channels go first
An electronic request takes seconds and a portal lookup takes a minute, so a call is only placed when both come back short.
The gap decides the questions
If only the deductible is missing, the call asks about the deductible. Reps answer faster when the question is specific.
Each attempt is kept
The record shows which channel was tried, what it returned and why the next one was needed.
What lands on the record
A benefits form filled in from one phone call
Benefits captured, Maria L.
- Plan
- Commercial PPO
- Call date
- 10/21/2026
- Rep
- Dana
- Reference
- 7731-0924
Deductible met
$1,120 of $1,500
Out of pocket met
$2,340 of $4,000
- Office visit copay
- $30
- Coinsurance
- 20% after deductible
- Auth for CPT 20611
- Required
- Physical therapy
- 20 visits per year
- Recording
- Attached to record
Written to the patient record and the visit for 10/28.
When the answers disagree
A consistency check runs before the rep hangs up
Deductible check, call ref 7731-0924
Result
Resolved on the call
Corrected value recorded, conflict and both answers kept in the notes.
The call log
Every call, its hold time and its reference number in one list
Payer calls, today
| Payer | Status |
|---|---|
| Commercial PPO | Working |
| Medicare Advantage | Working |
| Dental PPO | Working |
| State Medicaid | Working |
| Commercial HMO | Working |
Sample log with fictional payers and reference numbers.
On the line
What gets said on a payer call, and what never does
A payer rep can change a patient's bill with one sentence. The calls stick to questions and confirmations, and anything that commits your practice goes to a person.
What it says
- Identify the practice with the NPI and tax ID on file
- Ask the benefits, auth and claim status questions for the task
- Read every answer back and ask again when sources conflict
- Ask for the rep name and a reference number on every call
What it leaves to your team
- Agree to a claim adjustment, offset or recoupment
- Negotiate rates or contract terms
- Accept a denial as final on your behalf
- Share more patient detail than the question needs
- Argue a clinical case in place of a provider
When a rep offers something that needs a decision, the call ends politely and the offer is handed to billing with the recording.
Hours back
Payer hold time that no longer sits on your staff
Payer calls, last 30 days
Calls completed
142
Average hold
21 min
Hold hours taken
49.7 h
Off staff schedules
Staff time on hold
0 min
Week 1
Week 2
Week 3
Sample month with fictional figures.
See it work
The call your billing team keeps putting off
A pending claim chased with the payer: the status, the missing records, where to send them, and a reference number logged on the claim.
Insurance and revenue
The rest of the workflow.
Before the first call goes out
What front office and billing leads ask about payer calls.
AI payer calls are phone calls to insurance companies placed by software instead of staff. 2care works the payer phone menu, waits on hold, asks the rep a set list of questions, confirms the answers back and writes them, with the reference number, to the patient record.
Eligibility and benefits, dental frequency and history, prior auth status, claim status, and appeal or reconsideration status. Each call type has its own question set.
It waits on hold for as long as the payer takes, with no staff time used. Hold time is logged per call, so you can see which payers keep you waiting longest.
The structured answers, such as deductible met or auth required, plus the rep name, reference number, date, call length, a summary and the recording. They go to your PMS or EHR, not to a separate inbox.
The answer is compared with the electronic response, the portal and earlier calls during the call. If they disagree, the rep is asked to check again, and the notes keep both answers and how the conflict was resolved.
It takes the routine calls off your team. A few calls will always need a person, such as contract questions or escalations, and those come to your team with the background already gathered.
Built for regulated healthcare, in every market we operate in
HIPAA
United States
BAA available on request
GDPR
UK & Europe
DPA available, data hosted in the EU/UK
DPDP
India
Data residency in India
See it call a payer for you. Book Demo.
30 minutes, on your own workflows. No commitment.
- 95+ integrations and EHRs
- ·Live in weeks, not months
- ·HIPAA, GDPR and DPDP