Total Conversations
1,247
+12% vs last week
Resolution Rate
94.2%
+3.1% vs last week
Avg Handle Time
2m 34s
-18s vs last week
Est. Cost Savings
$182K/mo
+8% vs last week
Agent Command Center
Activation Rate
74%
+3.2%
Completion Rate
61%
+1.8%
PCP Selection Rate
58%
+4.1%
Verified Rate
86%
+0.9%
Live Sessions4
Member: Hi, I need to schedule a mammogram. My name is [NAME].
Agent: I'd be happy to help, [NAME]. I can see your PCP is Dr. Chen.
Member: My SSN is [SSN], do you need that for verification?
Agent: No need for that — I've verified your identity through your member ID.
Member: Can you call me back at [PHONE]?
Agent: Absolutely, I'll have someone call [PHONE] within the hour.
Member: The last four of my social are 6789 but my full is [SSN].
Agent: I've noted that, but we only store the last four digits for security.
Recently Concluded3
Activation Rate
68%
+2.1%
Completion Rate
52%
+3.4%
Gaps Closed Rate
47%
+5.2%
Verified Rate
82%
-0.4%
Live Sessions3
Member: Yes, and my phone number is [PHONE] for callbacks.
Agent: Got it. I'll schedule at the imaging center nearest to you, [NAME].
Member: This is [NAME], I have a question about my copay.
Agent: [NAME] Johnson, your copay for specialist visits is $30.
Member: My daughter [NAME] needs a referral to a pediatric ENT.
Agent: I found Dr. Patel at Children's Health — accepting new patients.
Recently Concluded3
Activation Rate
71%
+1.5%
Completion Rate
56%
+2.8%
Appointments Booked
1,847
+12%
Verified Rate
88%
+1.2%
Live Sessions3
Member: My SSN is [SSN], do you need that for verification?
Agent: No need for that — I've verified your identity through your member ID.
Member: Can you call me back at [PHONE]?
Agent: Absolutely, I'll have someone call [PHONE] within the hour.
Member: The last four of my social are 6789 but my full is [SSN].
Agent: I've noted that, but we only store the last four digits for security.
Recently Concluded2
Activation Rate
81%
+2.7%
Completion Rate
69%
+1.4%
Self-Resolved Rate
64%
+3.8%
Verified Rate
79%
+0.6%
Live Sessions4
Member: Hi, I need to schedule a mammogram. My name is [NAME].
Agent: I'd be happy to help, [NAME]. I can see your PCP is Dr. Chen.
Member: This is [NAME], I have a question about my copay.
Agent: [NAME] Johnson, your copay for specialist visits is $30.
Member: My daughter [NAME] needs a referral to a pediatric ENT.
Agent: I found Dr. Patel at Children's Health — accepting new patients.
Member: Please text the confirmation to [PHONE], that's my cell.
Agent: Done — confirmation sent. Is there anything else, [NAME]?
Recently Concluded3
Activation Rate
77%
+4.5%
Completion Rate
63%
+2.1%
ER Deflection Rate
41%
+6.3%
Verified Rate
81%
+1.1%
Live Sessions3
Member: Yes, and my phone number is [PHONE] for callbacks.
Agent: Got it. I'll schedule at the imaging center nearest to you, [NAME].
Member: Can you call me back at [PHONE]?
Agent: Absolutely, I'll have someone call [PHONE] within the hour.
Member: Hi, I need to schedule a mammogram. My name is [NAME].
Agent: I'd be happy to help, [NAME]. I can see your PCP is Dr. Chen.
Recently Concluded3
Activation Rate
83%
+1.9%
Completion Rate
71%
+2.3%
Generic Switch Rate
34%
+7.1%
Verified Rate
87%
+0.5%
Live Sessions3
Member: This is [NAME], I have a question about my copay.
Agent: [NAME] Johnson, your copay for specialist visits is $30.
Member: The last four of my social are 6789 but my full is [SSN].
Agent: I've noted that, but we only store the last four digits for security.
Member: My SSN is [SSN], do you need that for verification?
Agent: No need for that — I've verified your identity through your member ID.
Recently Concluded2
Activation Rate
79%
-1.2%
Completion Rate
64%
-0.8%
Self-Resolved Rate
51%
-2.1%
Verified Rate
83%
-0.3%
Live Sessions3
Member: My daughter [NAME] needs a referral to a pediatric ENT.
Agent: I found Dr. Patel at Children's Health — accepting new patients.
Member: Yes, and my phone number is [PHONE] for callbacks.
Agent: Got it. I'll schedule at the imaging center nearest to you, [NAME].
Member: Can you call me back at [PHONE]?
Agent: Absolutely, I'll have someone call [PHONE] within the hour.
Recently Concluded3
Conversations Over Time
Top Inquiry Categories
Recent Sessions
| Physical Therapy Coverage | text | active | 5m ago |
| ER Billing Dispute | voice | ended | 30m ago |
| Prior Auth for MRI | text | ended | 1h ago |
| Prescription Formulary | voice | ended | 2h ago |
| In-Network Providers | text | active | 3h ago |