Angle Health’s ElevenAgents pilot handles 90% of provider calls without a transfer

Angle Health's pilot of ElevenLabs' ElevenAgents handled about 80% of the health plan administrator's total provider call volume, with more than 90% of those calls resolved end to end without transferring to a person.

• The provider team fields thousands of calls a day, around 80% of them from provider offices checking eligibility and benefits, following up on prior authorizations or asking about claim statuses, and the voice agents now take those routine questions.
• The pilot covers select provider-service workflows: one agent verifies callers, pulls live claim and benefit data and submits prior authorization requests, while a second handles eligibility checks, benefits questions, claim status inquiries and member ID requests.
• The assistants answer in eight languages, work directly with Angle Health's core administration system, and answer provider calls 24/7; when an escalated claim is resolved, the agents can proactively call the office with the outcome.
• Angle Health says the provider team gained back nearly 9,000 minutes a day for complex escalations, and that daily call volume through the platform grew tenfold while the underlying conversational voice platform scaled to meet the provider team's needs.
• Angle Health deploys the voice agents only under a business associate agreement and with HIPAA safeguards, including ElevenLabs' Zero Retention Mode, and says ElevenLabs was one of several vendors tested and delivered the most accurate transcription and task execution in a medical setting.