The Sana Chat Bot is an automated virtual assistant available to help members and healthcare providers find quick answers, navigate some plan details, and resolve common inquiries.
How the Chat Bot Helps Members
Below are a few examples of how members can use the Sana Chat Bot to get instant guidance:
- ID Cards: Get step-by-step instructions on how to view, download, or request a physical or digital member ID card.
- Trusted Network Partners: Discover our trusted partners and programs that offer high-quality care at low or no cost.
- Finding Care: Get guided steps on using the Sana Provider Directory to locate in-network doctors, specialists, or facilities.
- Understanding Claims: Learn how to read your claim breakdown.
How the Chat Bot Helps Providers
Healthcare providers can use the Chat Bot for quick lookups, including but not limited to:
- Eligibility & Benefits Verification: Confirm active member coverage and effective dates.
- Prior Authorization Requirements: Check if a specific service or CPT code requires prior authorization.
- Claims Status: Look up the status of a submitted claim
If the Sana Chat Bot cannot fully answer your question or if you need personalized assistance:
- Type "agent" into the chat window at any time.
- You will be connected directly to a live Sana Customer Support Representative during our standard business hours.
- If you reach out after hours, the Chat Bot will log a support ticket on your behalf, and our team will follow up via email on the next business day. If you are having an emergency, please call 911.
Have questions? We've got you covered.
- Log in to view account details.
- Search FAQs in our Help Center.
- Connect with Customer Support directly through the chat icon on most Sana pages or call us at (833) 726-2123 Monday through Friday, 7 AM to 7 PM Central.