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Part 05 · Overview
100%*
of provider calls answered, up from one in four

Measured in production. 23% of all calls now resolve without a person, and climbing.

A live Stello engagement, anonymized. What we investigated, what we shipped, and what changed for the team working the phones: every call answered, routine claims resolved on the line, and a person only where policy demands one.

*The client's engineering team shipped the live claims API during the engagement; each new endpoint raises the resolution ceiling.

At a glance

36K
Calls / yr in scope
Claim status, appeals, denials, eligibility
4×
Call coverage
From one call in four answered to every call
1
Function, depth-first
Provider claims support, not a pilot on the side
Annual value at full automation
$0.5M
$0.27M · 55%
Specialist capacity returned to claims work
$0.13M · 25%
Callback and voicemail chase eliminated
$0.10M · 20%
Overflow and after-hours coverage

Modeled from the claims team's loaded cost and ~36K annual calls at full deflection; a conservative estimate, not a client-reported figure. Deflection itself is measured in production on every call.

The shape of the engagement

  1. 01 Weeks 1–2
    Investigate

    Call dispositions analyzed, denial reasons clustered, claims API scoped with the client's engineers.

  2. 02 Weeks 3–12
    Build

    Full call coverage first, then live claim lookup, appeals, and denial workflows shipped in priority order.

  3. 03 Weeks 13+
    Operate

    Weekly tuning, new workflows, and endpoint upgrades as the client's data platform opens up.