Places calls and works the phone tree with DTMF, including the letter-encoded alphanumeric claim numbers payers demand.
Payer Call AI
AI-powered payer call automation that waits on hold so your team does not have to.
Hold Crusher is built for healthcare organizations that lose thousands of staff hours waiting on insurance companies. It calls payer phone lines, navigates IVR menus, waits on hold, and connects a staff member only when a payer representative is actually available.
0 minStaff time spent on hold
24/7AI dialing & IVR navigation
100%Calls recorded, transcribed & summarized
Live-onlyHumans connect when a rep answers
The problem
Your highest-paid staff are stuck on hold with insurance companies.
Claim status, auth checks, eligibility, denial and appeal follow-up — every one starts with dialing a payer, fighting an IVR, and waiting 30 to 120 minutes on hold. Across a team that is thousands of lost hours a month.
Worse, binding No Surprises Act IDR awards go unpaid while staff can’t get a rep on the line — and when they do, the call notes are inconsistent and the evidence trail is thin.
The Hold Crusher approach
The AI waits on hold. Your team only talks to humans.
Hold Crusher dials the payer, enters the NPI and claim number (even alphanumeric IDs), navigates the phone tree, and waits on hold for as long as it takes. The instant a live representative answers, it warm-transfers the call to an available specialist with a context card and a private whisper of the details.
It never negotiates the claim — it exists to put a human in front of a human, then record, transcribe, and extract every commitment and refusal automatically.
What’s inside
Built to move work forward.
Sits on hold silently for as long as needed — your staff spend zero seconds waiting.
Detects a human pickup and bridges to a Ready specialist with a context card and private whisper script.
Claim, IDR determination, and company facts assembled into one handoff view, with NSA/IDR talking points.
Auto-summaries plus extracted rep name/ID, commitments, refusals, and escalations from every transcript.
Versioned, testable per-payer scripts you can preview and promote before a single live call.
Caller-ID rotation with auto-health-disable, per-payer rate limits, do-not-call, and a global pause kill-switch.
Surfaces CMS-complaint and litigation candidates by dollars at risk, backed by recording + transcript evidence.
How it works
From first day to operating rhythm.
01Load claims
Import claims by CSV or sync; Hold Crusher queues the payer follow-ups that need a call.
02AI dials & waits
The agent navigates the IVR and holds — in parallel, across many payers at once.
03Human takes the live call
When a rep answers, a Ready specialist is bridged in with full context and talking points.
04Auto-document
The call is recorded, transcribed, and summarized into structured outcomes and an evidence trail.
Product in action
See the operating layer.
Illustrative interface with sample data — no real customer information shown.
6On hold now
2Ready for pickup
7.4hStaff hold-time saved today
31Calls completed
BlueCross TXOn hold38:12claim #CLM-4820
AetnaReady for pickupnow
UnitedHealthcareDialing00:42claim #CLM-4822
CignaOn hold12:55claim #CLM-4823
Who it’s for
Built for the teams that live on payer phone lines.
Hold Crusher is for revenue-cycle operations where staff time is consumed by insurance hold queues.
Industrialize payer follow-up across clients. One specialist clears a queue of connected calls instead of dialing one at a time.
Stop leaving binding NSA/IDR awards uncollected — automate the follow-up and build the evidence trail for CMS complaints.
Recover hundreds of staff-hours a month from hold time and standardize call documentation across the team.
Why AI-native
What makes it different.
Zero hold time for humans
The AI absorbs 100% of the IVR and hold; specialists toggle Ready and only ever join live conversations.
Dials the way payers demand
Handles NPI and alphanumeric claim entry through the phone tree that defeats basic auto-dialers.
Audit-ready by default
Every call yields a recording, transcript, and extracted commitments — consistent documentation with no manual gaps.
Safe at scale
Caller-ID health rotation, rate limits, do-not-call, and a one-click pause keep high-volume calling compliant.
Operating outcomes
What the system should improve.
- Recover staff time lost to payer hold queues
- Increase payer follow-up throughput
- Document calls consistently
- Route live reps to the right staff member with context
Use cases
Where it fits.
Claim status follow-upAuthorization status checksEligibility verificationDenial follow-upAppeal status callsUnderpayment research
FAQ
Questions, answered.
Does the AI talk to the insurance rep?
No. It only navigates the IVR and waits on hold. The moment a human rep answers, it transfers to your specialist — a human always handles the actual conversation.
Which payers are supported?
Any payer phone line. Each payer is configured with a versioned playbook you can author and test with a dry run before going live.
Is it compliant?
PHI is kept out of logs by design, calls run on recorded lines with consent handling, and BAAs are in place with the voice and cloud vendors.
What about the No Surprises Act?
Hold Crusher is purpose-built to collect binding IDR determinations payers slow-walk, and it builds the evidence trail for escalation.
Related Healthcare products