Conversational Intelligence

Every outbound attempt Rose made in the selected date range - voice, SMS/RCS, and email - before reach or engagement is measured.

Attempts where the patient answered, replied, or opened the conversation and interacted with Rose.

Attempts that never connected - no answer with voicemail left, or undeliverable contact information flagged back to Epic.

The share of engaged conversations Rose resolved end-to-end with no financial counselor required.

Rose completed the outcome entirely on her own - a payment, a plan, a screening, or a document received - no hand-off at any point.

Rose completed part of the task (e.g. verification or pre-screening) before handing the rest to a financial counselor.

Rose transferred the conversation to a financial counselor - a complex eligibility case, a dispute, or a policy exception.

The patient stopped responding or disconnected before Rose or a counselor could complete the outcome.

Containment and escalation performance broken down by outreach workflow, like Self-Pay Balance Outreach or Financial Assistance Screening.

Day-over-day movement of containment, escalation and drop-off rates across the selected date range.