Case Study: Leading US Payor cuts benefit verification call length by 34% with Infinitus

Leading US payor cuts benefit verification call length by over a third

Leading US Payor Company, one of the country’s three largest payors, was struggling with high call-operations costs and staffing pressures, spending millions on “insurance staffing” to manage unpredictable benefit verification volumes. In partnership with Infinitus, the company looked for a way to reduce the time agents spent on benefit verification calls and ease the burden on its call teams using Infinitus’ AI agent, Eva.

Infinitus helped the payor improve efficiency through pre-call data sharing, PDF parsing, dedicated phone support, and agent training. As a result, Infinitus’ calls to the payor are now an average of 34% faster than calls to other payors, saving thousands of hours and significant costs while reducing call volumes and improving the overall experience.