State Policy·CA·13d ago
California Requires Health Plans to Connect Callers to Live Agent Within 15 Minutes
California enacted legislation requiring large health care entities, including health plans, managed care organizations, PBMs, and pharmacies, to transfer callers from AI chatbots to human customer service representatives within 15 minutes upon request. The requirement applies to inquiries about medication refills, transfers, denied claims, prior authorizations, and specialist referrals. Hospitals obtained a broad exemption from the mandate. The law takes effect on a date not specified in this summary, and applies to large health care entities operating in California.