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

When a provider’s office needs to confirm a patient’s coverage, the question is simple. But getting an answer can mean waiting on hold, spending valuable time that they can’t get back.

Angle Health, an AI-native health benefits technology company that administers health plans for small and midsize employers, is changing that with ElevenAgents.. Angle Health’s internal provider team fields thousands of calls a day, and around 80% of them come from provider offices, checking eligibility and benefits, following up on prior authorizations, or asking about claim statuses. Voice agents built on ElevenAgents now handle those routine questions, which leaves the team free for complex cases and follow-ups.

A focused pilot for provider service

The pilot covers  select provider-service workflows. The provider assistants answer in eight languages and work directly with Angle Health’s core administration system. One agent  verifies callers to ensure compliance, pulls live claim and benefit data, and submits prior authorization requests. A second agent is dedicated to handling eligibility checks, benefits questions, claim status inquiries, and member ID requests.

Provider calls are now answered 24/7 with ElevenAgents. When an escalated claim is resolved, the agents can proactively call the office to explain the outcome. The Angle Health engineering team found that as daily call volume through the platform grew tenfold thanks to the throughput of the new agents, the underlying conversational voice platform scaled to meet the needs of the provider team.

“Providers should have easy access to a health plan for answers regarding their patients. With ElevenAgents, they receive an instant response and access to the information they need, and on resolved claims we're the ones calling them,” said Ty Wang, Co-founder and CEO of Angle Health. “Every minute we save a doctor's office goes back to their patients.”

Medical accuracy verified in production

As part of the pilot, Angle Health deploys voice agents only under a business associate agreement (BAA) and with HIPAA safeguards, including ElevenLabs’ Zero Retention Mode.

The agents successfully and reliably followed provider conversations, where clinical language and diagnosis codes must be captured accurately. ElevenLabs was one of several vendors tested during the pilot, where it delivered the most accurate transcription and task execution in a medical setting.

In production, deterministic workflows log required information and follow handoff rules, and ElevenAgents’ built-in call review lets the team confirm those rules hold.

Results and what comes next

During the pilot, ElevenAgents handled about 80% of Angle Health’s total provider call volume, and more than 90% of them were resolved end to end without  transferring to a person. Callers got an answer almost immediately, and the provider team gained back nearly 9,000 minutes a day to focus on complex escalations. Angle Health now plans to expand the pilot.

“We're excited to continue expanding our partnership with ElevenLabs throughout other segments of our business: on our commercial side, on our brokerage side, on our account management side,” said Duplaa. “Really being able to help every stakeholder that works with Angle Health and get their questions answered as quickly as possible.”