General Information

Interactive Voice Response (IVR) is a speech recognition system that responds to voice rather than requiring the caller to press numbers on a touch tone phone.

Speech recognition is the process of converting what is being said to direct call routing through the phone system.

Monday through Friday 6 a.m. – 11:30 p.m. (Central)
Saturday 6 a.m. – 3 p.m. (Central)

Yes. The option to use touch-tone is still available within most prompts, if preferred.

Yes. A caller may complete multiple inquiries for various products and groups within one call.  However, if the provider opts/transfers to a Customer Advocate (CA), there is a limit on the number of inquiries a CA may handle during a single call.

Our system will navigate you according to your voiced request according to the key words used.

As a frequent caller you will become familiar with the call flow. If you know the answer to the prompt, just barge in. The system will stop its message, register your answer, and take you to the next step.

Familiarity with the key words will allow you to minimize your navigation time.

The system does not have bilingual capabilities at this time

The phone number to give a provider or member to assist hearing-impaired callers is 1-800-746-7289.

Information is updated daily.

Use your National Provider Identifier (NPI) number to access the IVR system.

For the most accurate results, use your rendering NPI to access member eligibility and benefits.

For claims status inquiries, use your billing NPI.

One of the advantages of speech technology is that alpha characters are recognized when voiced.

IVR offers a self-service option to obtain information hassle-free. The option to speak to a Customer Advocate is also available when needed. The caller is permitted to interrupt the system in several places. When the option is available, use of the key words “Customer Advocate” will route the caller to Customer Service for further assistance.

The Customer Advocate will have the information you provided to the system prompts electronically forwarded to him/her in conjunction with the call transferring.

A 9-digit confirmation number is provided for each inquiry.  We recommend you retain this number for your records.

Our Customer Advocates are able to review the information quoted based on the confirmation number provided.

This functionality is not available at this time.  However, you will receive a confirmation number that allows you to retrieve the information previously quoted.

Eligibility and Benefits

You should be prepared to give the subscriber’s ID and patient’s date of birth.

You should be prepared to complete the prompts for eligibility, as well as provide the type and place of service.

The average time to obtain benefits is approximately four minutes.

The system does provide out-of-network benefits.

To obtain benefits for a BlueCard member the provider must call the number on the back of the subscriber’s ID card or call 1-800-676-BLUE (2583).

Claim Status

You should be prepared to give the subscriber ID, patient's date of birth and date of service, or simply just the claim number.

You will be offered the option on professional claims to receive the claim denial reason at both the claim and line level and for institutional claims on a claim level and line level (when applicable).