Inbound Receptionist with Plan Knowledge and Contextual Cross-Selling

There's a hospital indemnity plan that can help with specific protection.

Would you be interested in learning more?

On the dawn of AEP, CareCycle's in call plan knowledge just got a radical upgrade.

That means that when a member asks a question about their plan, it takes about two seconds to get a response.

That's down from about six and those answers are radically more rich and useful.

For the member.

That means that more time in the call can be used to help the member surface concerns or complaints that you wouldn't otherwise know about, get them addressed, and even cross sell.

Hey, Alex, thanks for calling Demo Health.

I'm your always on member concierge assistant, here to help with questions about your Humana plan.

Just so you know, this call may be recorded for quality purposes.

Can always get you the answer or find someone who can.

How can I help you today?

Hey, what's my, max out of pocket, and what does it cost for medical imaging?

Like X rays?

One sec.

Let me check your in network.

Maximum out of pocket is $3,900.

Outpatient X rays are 0 to $75 and diagnostic radiology is 0 to $300.

Anything else I can help you with?

Okay, what about a hospital stay?

So what does that cost on this plan?

Okay, one sec.

Let me check.

For an inpatient hospital stay, it's $195 per day for days one through five, then $0 per day for days six through 90.

Prior authorization is required because Medicare Advantage plans offer limited coverage for hospital stays.

There's a hospital indemnity plan that can help with specific protection.

Would you be interested in learning more?

yeah, maybe.

It depends on the cost.

I can set up a time for one of our agents to explain the cost and coverage.

Want me to grab the next opening?

Sure.

I've got three openings today.

Three in the afternoon, 3:15 in the afternoon or 5 in the afternoon, which works best?

let's lock it in for three.

You're all set with Jacob Owens today at three in the afternoon.

I just sent you a text with the details and a rescheduling link.

Awesome.

Now, these calls are happening autonomously in the background 24.

7, but that doesn't mean that you're not still in the driver's seat.

So here I am on an example customer record Alex demo, and you can see that I have this Humana plan.

You can also see the full context and history of these interactions, including the fact that there was an appointment scheduled at this time.

When it's time for that appointment to come, AI can either call that member right back and transfer to you, or notify the assigned agent of the appointment straight away.

is.

So if you're interested in exploring AI employees to make your agency radically more efficient and effective, we'd love to help you out.

Check us out at CareCycle, AI, or drop me a message.