If using the automated program, give your full medical id number, and add “00” at the end. This is the only way the automated program will recognize you. For example, if your Empire medical ID number is “123456700”, you should respond by saying or keying in “12345670000” when prompted to provide your ID number. Please note that this is not the case at the provider location, it is an issue solely with the automated customer service system which is programmed to accept 11-digit ID numbers only.
If you prefer to speak directly to a representative, do not make any selection when prompted and the call will automatically be transferred to a live person. There is no prompt to speak directly to a representative. The only way to reach a representative is by waiting at which time you will be transferred to a representative.
