How is CVS Health Aetna Adopting Agentic AI

Insurance companies are adopting agentic AI to reduce administrative burden and improve the patient experience. How is ‪@aetna‬, the insurance arm of ‪@CVShealth‬ deploying these new tools? In this episode of Pivot podcast from ‪@medcitynews‬, editor-in-chief Arundhati Parmar interviews Nathan Frank, the chief digital and technology officer of CVS Health Aetna. #humanintheloop #agenticai #aiinhealthcare 00:00:00 - Introduction 00:01:00 - Agentic AI beyond voice: where Aetna sees the most value 00:02:00 - Finding friction points: the human-plus-AI approach 00:03:00 - Ambient listening and the 12,000-nurse care management team 00:04:00 - 90 minutes back per day for clinicians 00:05:00 - The trust question: hallucination, model drift, and transparency 00:07:00 - Aetna's product pods: clinicians, UX, and engineers together 00:09:00 - Addressing insurance industry distrust head-on 00:12:00 - Why Aetna does not use AI to deny care 00:13:00 - The 84% provider survey stat 00:14:00 - Aetna's first annual Provider Forum and interoperability push 00:16:00 - Evaluating the flood of healthcare AI startups 00:17:00 - CVS Health Ventures as an innovation funnel 00:18:00 - Test-and-learn bake-offs with startups 00:19:00 - Managing AI model costs and routing workflows 00:20:00 - The vision: AI agents doing your healthcare homework 00:21:00 - AI scheduling agent already in production 00:22:00 - A dedicated AI health agent for every member, within a year 00:23:00 - The interoperability challenge underneath it all 00:24:00 - Claims volume, the software apocalypse, and what AI won't replace