Meet Stephanie 

Medical Mutual’s friendly AI Care Navigator

Medical Mutual would like to introduce you to Stephanie – our AI care navigator and a valuable extension of our award-winning Customer Care team.

Stephanie is not a real person, but is capable of having complex, human-like conversations.  Stephanie is a friendly voice and an intelligent tool we use to enhance the level of care and service we provide.

Why Might Stephanie Call You?

Stephanie can call for a variety of reasons related to your experience with your healthcare or health insurance, including:

Benefits & Support

  • Answer questions about benefits
  • Verify or update contact information
  • Gather feedback on your experience

Health & Wellness

  • Remind you about preventive care
  • Check in on how you're managing a condition
  • Discuss medication related questions

Programs & Resources

  • Inform you about programs that may help
  • Connect you with additional support and care resources

Tips for Speaking with Stephanie

• Speak naturally. No need to prepare. Simply answer as you normally would.
• Take your time. Stephanie will guide the conversation and wait for your responses.
• Ask questions. If something is unclear, ask for clarification.
• Need a person? Just ask. Stephanie can connect you with Customer Care when available.
• Busy right now? Ask Stephanie to call back at a more convenient time.

FAQs

Stephanie’s calls will show on your caller ID as Medical Mutual and will have a 216 or 440 area code. If you are opted in to receive text messages, Stephanie will sometimes send a text shortly before calling.

Like any call from a Medical Mutual representative, Stephanie is required to ask you to confirm your:

  • First name
  • Last name
  • Date of birth

Stephanie will never ask for:

  • Your Social Security number
  • Your member ID
  • Any financial information

Yes, the information you share with Stephanie is protected by strong security and privacy safeguards. All calls and interactions are HIPAA compliant and handled in accordance with healthcare privacy requirements.

No, Stephanie will not replace any Medical Mutual teams. Rather than replacing the teams who support our members, Stephanie expands and enhances the support we offer.

If at any time during a call you need or want more help than Stephanie can provide, you can be transferred to our Customer Care team or Nurse Line. Stephanie can also notify one of our nurses, case managers or clinical pharmacists to follow up with you.

No, Stephanie’s role is strictly administrative and supportive. Stephanie will never provide a medical diagnosis or make decisions about claims.

Stephanie will leave a voicemail and try calling again two more times. You can also call back at your convenience. Please be aware that if you call Stephanie back outside of Medical Mutual’s hours of operation, you won’t be able to be transferred to Customer Care.

Stephanie can always connect you with a live Customer Care representative, unless it is outside our hours of operation. 

Yes, you can ask Stephanie or Customer Care to opt you out of AI calls at any time.

Please keep in mind that opting out of Stephanie’s calls may give you less access to helpful health information, resources, health plan updates and important reminders. However, all required plan information will continue to be communicated through the standard channels, such as mail.