We are seeing an increase in unapproved bot calls that are reaching our Provider Service Call Center advocates without proper authentication through the interactive voice response (IVR) phone system. To help reduce wait times, ensure advocates are available for legitimate calls, and protect patient information, we are adding a new step to our IVR phone system.
Callers will now be disconnected if they are unable to provide required information.
Callers will continue to be asked to:
- Enter a tax identification number (TIN), or
- Select the reason for the call (such as benefits, claims, or network participation), or
- Enter a member ID.
If none of this information is provided, the call will end. The disconnection step is new; the other steps remain part of the phone system today.
Thank you for your cooperation as we work to improve call access and reduce wait times for our provider community.
