Revenue
Every pending auth,
followed up.
CIVIE voice agents and automation chase pending authorizations with payers, by phone and portal, and write the status back to the order before it holds up an exam.
Pending authorizations
2 pending- CCTA · 75574 · Lone Star HealthPended: stress test report missingCase LSH-2290187 · pending 6 days · exam Thu, Oct 15Escalate
- MR lumbar spine w/o · 72148 · Lone Star HealthPortal checked 7:00 AM · no decision yetPending 3 days · exam Tue, Oct 20Next check 1 PM
- MR brain w/ + w/o · 70553 · AetnaApproved by phone · case AET-771204 on the orderApproved
Illustrative
Agent call · Lone Star Health
Written back- Said it was an automated assistant
- Status: pended, stress test report missing
- Case LSH-2290187 and fax number read back
- Fax task for your team · decision 3 business days after receipt
The challenge
Pending is where
exams stall.
Requests that go quiet
Submitted authorizations sit pending, and nobody notices until the patient is due.
Hours on hold
Every status check means a phone menu, a hold queue and a reference number to copy back.
Exams that slip
When the answer doesn't come in time, the exam is rescheduled and the slot is lost.
How CIVIE helps
Chased automatically.
Written back.
Follow-up starts the day a request goes pending and ends with the answer on the order.
When it pends
Picked up from the request
The request is made when the order arrives. If it goes pending, follow-up starts on its own.Prior authorization workflowsVoice agents call payers
Agents navigate the phone menu, wait on hold, ask for the status and capture the reference number.Meet the voice agentsPortals checked by automation
Where payers publish status online, automation checks it on a schedule.Platform automationStatus on the order
Approvals, case numbers and approved dates land on the order and the technologist worklist.Close to the exam
Escalated in time
Authorizations still pending close to the exam date are flagged to your team before the day.
Watch it work
Pending, chased,
and written back.
A real run of CIVIE's prior-authorization voice agent following up on a pended request with the payer.
Prior authorization follow-up call
Recorded run · synthetic patient data · Oct 10, 2026
Samantha, CIVIE voice agent, calling for Northside Imaging
Coronary CT angiography (CPT 75574), request NS-PA-4471
- Samantha (CIVIE AI)Hi, this is Samantha, an automated assistant calling on behalf of Northside Imaging. I'm following up on a prior authorization request we submitted for a cardiac CT. Is this the authorizations department?
Captured for the work item
Structured fields the agent extracted from the call.
- Authorization required
- …
- Status
- …
- Missing
- …
- Send it by
- …
- Decision expected
- …
- Payer case number
- …
- Representative
- …
The payer representative is a scripted test caller; every Samantha turn and every captured field is the agent's real output. Transcript shown as text; no audio is stored for calls.
What we changed in this recording
- Renamed the payer to the fictional "Lone Star Health", including the prefix of its case number.
- Renamed the practice the agent calls for to the fictional "Northside Imaging".
- Redacted the practice NPI, tax ID, patient name, member ID and date of birth the agent read out, though all are synthetic demo data.
- Removed the voice-direction tags (for example [Serious]) that the agent sends to its speech engine; they are not spoken.
- Shortened the "send it by" field from the agent's "fax number" to "Fax".
FAQ
Questions,
answered.
Some payer lines take them and some require a person. The agent says up front that it's an automated assistant calling for your practice and gives the details the representative asks for, such as the NPI, member and dates of service. When a payer requires a person, the call is handed to your staff with the context.
Next steps
Stop chasing payers.
Let the agent call.
See a voice agent follow up on an authorization.