Reverification season – known as “Blizzard” by many in the industry – may officially last only a handful of weeks, but healthcare organizations start preparing for it months in advance. The reason? An enormous administrative workload that demands intense planning and resources. 

At Infinitus, this is the busiest time of year for our voice AI agents, as they manage a surge in payor communications. Looking back on this year’s reverification season, our AI agents spent a total of 1,438,097.5 minutes waiting on hold and 2,039,575 minutes navigating complex IVR systems as they made thousands upon thousands of calls.

Infinitus voice AI agents spent …

Without AI agents handling this burden, human healthcare workers would have had to absorb it entirely. That’s a huge amount of time that could – and should – be spent supporting patients. And it’s worth noting, because of Infinitus’ dedicated call-in lines at some payors, it’s likely human workers would have spent even more time on hold.

To underscore just how much time is wasted on hold, consider the things that could occur in the time Infinitus AI agents spent waiting on hold in January 2025 alone:

The longest time spent on hold by one of our AI agents this year was 3 hours and 27 minutes – and that significant wait followed an additional 3 minutes of IVR navigation. Our AI agent was then able to complete an approximately 10-minute conversation with a payor representative, before returning data to our customer.

In total, that’s nearly half of a work day dedicated to a single task – which would be a frustrating and unproductive drain on resources if taken on by a human worker.

But unfortunately, in many cases, time waiting on hold still is part of the job description for many healthcare teams. And the majority of healthcare workers we surveyed say they’ve waited at least 21 minutes for a payor agent – if not for an hour or more.

Here’s how long respondents to an Infinitus survey reported waiting on hold to speak to a payor agent:

All of this just underscores what we already know: Administrative overwhelm is leading healthcare workers to burn out and leave the industry – and the insurance process is the biggest culprit, according to our survey respondents.

Here’s what survey respondents said were the top factors leading to their considering leaving the industry:

Worth noting, this year’s Blizzard differed from 2024’s for Infinitus in one curious way: Its peak. In 2024, the busiest day of January for healthcare teams calling payors was Jan. 2, which makes sense – it’s the first business day of the new year.

In 2025, however, Blizzard activity peaked for Infinitus AI agents on Jan. 7, the fourth business day of the new year.

If there’s some good news to come out of 2025’s Blizzard, it’s this: For Infinitus, payors’ average hold times decreased by just over 3 minutes a call. After jumping by over 2 minutes between 2023 and 2024, this is a welcomed change. 


We were also pleased to have been able to shave over 12% off the average length of our AI agents’ conversations with payor representatives year over year. This is, in great part, because of our ability to collect increasing amounts of data from payors digitally before ever having to make a call. 

While our AI agents don’t mind lengthy waits or long conversations, efficiencies like this help payors to decrease wait times and field more calls – a testament to our commitment to improving information flow for the entire healthcare landscape. 

Reverification season brings plenty of challenges, but it doesn’t have to bring your team to a standstill. Our 2025 reverification report takes you deeper into the data, trends, and takeaways from this year, while offering a glimpse into how AI is reshaping what’s possible. Download the full report or reach out to our team to learn how we can help your organization navigate reverification season with less burnout and more impact.