The cost of confusion-driven calls
Call center strain isn’t new. But the opportunity to reduce it at scale is.
Today, health plans rely on human agents to translate fragmented benefits, unclear claims updates, and inconsistent care options into actionable guidance. The issue isn’t a lack of information. It’s a lack of digitally coordinated next steps that take member-specific and situational context into account.
When navigation isn’t orchestrated, the call center becomes the default resolution engine—and that scales cost. The good news is, League’s AI-native platform provides intelligent orchestration and AI Agent Teams that work together as one to help members reach answers faster—before they even think to pick up the phone and call.
In this report, you’ll discover:
- The three most common avoidable call types driving high volume
- Why benefits, care navigation, and claims confusion persist—even with existing digital tools in place
- How AI-driven orchestration resolves issues proactively, not reactively
