Patient Prism classifies calls using a full contextual analysis of the conversation—not simply the call duration, whether it was the person’s first call, or whether certain keywords were spoken.
General: A general call is one that does not fit in any of the other categories.
These types of calls are generally not leads and contain basic conversations.
Reschedule: A call where a patient requested to reschedule their appointment.
A reschedule does not actually have to happen. The call topic just has to be centered around the possibility of rescheduling.
Confirmation: A call from a patient to confirm their appointment. These types of calls can also be made by patients asking what time/date their appointment is.
Cancellation: A call from a patient canceling their appointment. Most of the time, these appointments will be canceled, but they can also contain calls where they wanted to cancel and didn’t, and sometimes calls where they called to cancel their appointment.
New Opportunity: If a caller has not been seen at the practice before and is interested in booking an appointment, the call will be classified as a new opportunity.
- These calls receive a Booking Status because the caller was attempting to book an Appointment
Existing Opportunity: If a caller has previously visited the practice and is interested in booking an appointment, the call will be classified as an existing opportunity.
- These calls receive a Booking Status because the caller was attempting to book an Appointment
Unknown Opportunity: An unknown opportunity call is one where we are pretty sure there is a lead opportunity, but we are unsure of the specific type.
Not Connected: These are calls where the patient did not speak with a human. They either hung up or reached voicemail. We also show some Not Connected calls as "Not Booked" if we determine that the caller was a possible lead based on the content of their voicemail message.