Surgery Partners five-minute revenue-cycle script¶
Status: Draft | Last reviewed: 2026-10-06
Use this script for the five-minute video: an outbound AI call verifies insurance, a human takes over the same call with live Copilot assistance, and the patient books a financial counselor callback. The final scene shows the counselor calling in the agreed window. Read the feedback decisions for the disposition of the tracked edits and subsequent comments.
All people, facilities, payer results, estimates, policies, availability, and dates below are fictional demonstration inputs. This document proposes behavior; it does not establish a deployed integration or record any completed patient activity. Spoken dialogue uses natural first-person language.
Cast and scenario¶
| Person or fact | Script value |
|---|---|
| Patient | Daniel Reed |
| AI Voice Agent | Morgan, calling for Riverside Spine Hospital |
| Live representative | Taylor, patient access, with a private Salesforce Copilot |
| Callback counselor | Jordan, patient financial specialist |
| First call | Wednesday, October 14, 2026 |
| Procedure | Multi-level lumbar spine surgery with Dr. Maya Chen |
| Planned hospital and date | Riverside Spine Hospital, Wednesday, October 28, 2026 |
| Insurance | Harbor Health PPO; active coverage in the returned verification |
| Provider checks | Surgeon and expected anesthesia group in network; hospital out of network |
| Authorization | Required for the planned procedure; preparation assigned, payer decision pending |
| Hospital agreement | Review of a possible single-case agreement assigned; terms unresolved |
| Patient estimate | $8,500 for the listed services, conditional on recorded benefit and agreement assumptions |
| Counselor callback | Thursday, October 15, 2026, 10–11 a.m. Eastern |
The existing clinical plan specifies a hospital setting. Keep the procedure date at “Planned; insurance review pending.” The main call books counseling, without declaring the surgery financially cleared.
Recording script¶
Target five minutes including interaction pauses. Treat the timings as editing budgets, not measured runtime. Compress authentication, upload, retrieval, and transfer waits with visible edits. Keep the two human roles distinct: Taylor coordinates the next step during the current call; Jordan conducts counseling at the later appointment.
0:00–0:06 | Outreach starts¶
Screen: A workflow row reads “Daniel Reed · Coverage verification outreach · Surgery in 14 days.” Its status changes from “Ready” to “Outbound call started,” followed by Daniel's phone ringing.
Use a generic upstream workflow cue. The review mentions “RCM OS,” but the specific application, UI, and connection remain unverified. Do not attribute this screen to a named product without confirming it.
0:06–0:45 | Outbound introduction and verification¶
Morgan: Hello, may I speak with Daniel Reed?
Daniel: Speaking.
Morgan: Hi Daniel, I'm Morgan, an automated assistant calling for Riverside Spine Hospital. Is now a good time to speak in private?
Daniel: Yes.
Morgan: May I text you a secure identity check and then a screen we can use together?
Daniel: That's fine.
Screen: Daniel opens the identity link. A short edit shows completion. Continue only after the authentication service returns a valid patient-bound verification. Send the separate planning link after verification.
Morgan: Thank you, you're verified. Please open the second link.
Daniel: I can see it.
Patient screen: Surgery Partners branding, facility name, and “Your surgery plan.” Display Coverage → Support → Next steps.
0:45–1:25 | AI captures the card and checks coverage¶
Morgan: I have your surgery with Dr. Maya Chen planned for October 28. Is Harbor Health PPO still your current plan?
Daniel: Yes. I have a new card.
Morgan: Please upload both sides using the button on your screen.
Daniel: Done.
Screen: Daniel uploads the card. Extracted member and group fields match the existing record. Save the document reference and confirmed fields.
Morgan: The member details match your record. Do you have any other health insurance?
Daniel: No.
Morgan: I'll check the plan and providers for your planned surgery.
Screen: Coverage checks complete with source timestamps. Show the hospital, surgeon, and expected anesthesia group as separate rows. The workflow creates or updates the authorization preparation and hospital agreement review work, with named team owners.
1:25–2:05 | AI explains the finding and transfers the call¶
Morgan: Your coverage is active. Dr. Chen and the expected anesthesia group are in network. Riverside is out of network, so the hospital's coverage and your costs need review.
Daniel: Does that mean I have to pay for everything?
Morgan: The network result doesn't tell us your final cost. I've opened reviews for authorization and the hospital's insurance arrangement. I can connect you with Taylor to discuss next steps. May I?
Daniel: Yes, please.
Screen: The transfer completes. Morgan stops speaking. Daniel stays on the same call and planning screen. Taylor receives the verified identity context, uploaded card, coverage results, planned procedure, open work, and Daniel's concern.
The opening has demonstrated AI action: authentication, multimodal connection, card capture, reconciliation, eligibility and provider checks, work creation, explanation, and context transfer.
2:05–3:05 | Human conversation with live Copilot guidance¶
Taylor: Hi Daniel, I'm Taylor with patient access. I have your insurance check and October 28 surgery details here.
Daniel: I saw an estimate around eighty-five hundred dollars. I can't afford that all at once.
Salesforce screen: Daniel's concern appears in the transcript. Copilot displays “Concern: affordability” and opens the current estimate with its conditional status. Its suggested next action is “Offer financial counseling.” The proposed response references the estimate and the configured counseling guidance.
Taylor: The current estimate is $8,500, and it depends on the insurance review. A financial counselor can explain what's included, review any assistance you may qualify for, and discuss payment options.
Daniel: Do I have to agree to that amount today?
Copilot: Show that Daniel has not accepted a financial agreement or authorized a charge. Suggest offering counseling now or at a time Daniel chooses.
Taylor: There's no payment agreement to accept today. Would you like to speak with a counselor now, or schedule a call?
Daniel: Later, please. Tomorrow morning, if possible.
3:05–4:05 | Copilot helps the representative book the callback¶
Salesforce screen: Copilot captures “Tomorrow morning; Eastern” and offers “Check counselor availability.” Taylor selects it. Available callback windows appear, with Jordan assigned through the configured routing rule for out-of-network surgical counseling.
Patient screen: Show the same available windows for Thursday, October 15. Highlight 10–11 a.m. Eastern as the proposed selection.
Taylor: Jordan, our financial counselor, has a callback window tomorrow, Thursday October 15, between ten and eleven a.m. Eastern. Does that work?
Daniel: Yes.
Taylor: Please confirm that window on your screen. Should Jordan call the number we're using now?
Daniel: Yes, that number. I've confirmed.
Taylor: May I text you the callback confirmation?
Daniel: Please do.
Salesforce screen: Copilot drafts “Book callback and send confirmation.” Taylor reviews the selected window, recipient, counselor, and attached context, then executes it. Show completion receipts for the reserved calendar window, assigned Salesforce task, and confirmation delivery. A patient selection alone does not complete booking.
Patient screen: After successful booking, show “Callback confirmed · Thursday, October 15 · 10–11 a.m. Eastern · Jordan, Patient Financial Specialist.” Include Add to calendar and Reschedule.
Taylor: You're booked for tomorrow between ten and eleven Eastern. Jordan has today's insurance findings and your cost concerns.
4:05–4:30 | Close with an owned next step¶
Daniel: Will I need to call the insurer myself?
Taylor: Your team is handling the reviews. If they need information from you, they'll explain what's needed. Your surgery remains planned for October 28, with insurance review pending. You can reschedule the callback from your confirmation.
Daniel: Thank you.
Taylor: You're welcome, Daniel.
Screen: Taylor reviews the Copilot summary and saves the call disposition. The timeline shows “Financial counseling callback booked,” with Jordan as owner. Authorization and hospital agreement work remain open under their respective owners.
Patient summary: Coverage checked; hospital review pending; $8,500 conditional estimate; counselor callback confirmed. Keep the pending financial and surgery statuses visible beside the confirmed callback.
4:30–5:00 | Show the agreed callback happening¶
Title card: “Thursday, October 15 · 10:15 a.m. Eastern.”
Screen: Jordan opens the assigned task and starts the outbound call. The task changes to “In progress,” with a linked call record. Daniel's phone rings.
Jordan: Hello, may I speak with Daniel Reed?
Daniel: Speaking.
Jordan: Hi Daniel, I'm Jordan from Riverside, calling at the time we agreed. Is this still a good time to speak in private?
Daniel: Yes.
Screen: Compress repeat identity verification into a visible edit. Jordan reviews current source statuses and the prior call summary before discussing Daniel's information.
Jordan: I have your insurance review and cost questions. Let's go through your options.
End frame: “Verified coverage. Connected support. Confirmed follow-up.”
End at the start of counseling. Do not imply that the callback task is completed, the estimate is final, or a payment plan has been accepted.
Salesforce and multimodal evidence¶
Use the existing Takeda workspace pattern: a patient workspace in the center and a private Copilot rail beside the live call. Apply Surgery Partners styling from the research notes.
| Component | Required visible evidence |
|---|---|
| Patient and surgical episode | Daniel, Dr. Chen, hospital, October 28, financial review pending |
| Coverage | Card reference, patient-confirmed details, source timestamps, separate provider statuses |
| Estimate | $8,500; assumptions and included services accessible; conditional state |
| Engagement timeline | Consult, outreach request, initial AI call, live transfer, callback booking, counselor call |
| Copilot handoff | Completed AI work, verification context, concern, outstanding decisions, source links |
| Copilot guidance | Response to Daniel's affordability statement, then counseling recommendation |
| Callback scheduler | Actual returned availability, counselor assignment, selected window and timezone |
| Action result | Booking reference, assigned task reference, notification result, any partial failure |
| Counselor task | Jordan; October 15, 10–11 a.m. Eastern; callback number; estimate version and concern |
The callback reservation and assigned task are separate records or linked records with distinct responsibilities. A task's due date alone does not reserve counselor capacity. Link both to Daniel and the surgical episode, with the selected start/end window and timezone represented explicitly.
Use a stable action identifier to prevent duplicate bookings, tasks, or messages after retries. Confirm booking only after the calendar and task writes succeed. If confirmation delivery fails, keep the valid booking and show delivery as pending or failed; do not announce delivery. Treat all write operations as proposed integrations until verified in the target org.
The authorization team prepares and submits the required evidence. The contracting team evaluates the possible hospital agreement. Their preparation tasks do not establish payer receipt, approval, or agreement execution. Display those external states only when supported by returned evidence.
Production scope¶
Show the conditional estimate and the next step in this video. Keep payment amounts, installment schedules, contract provisions, exception authority, and collection activity in the extended working-session material. Keep clinical preparation and eligible registration in the later surgical journey.
No achieved collection rate, authorization success rate, or live integration is claimed here. Booking a callback is the completed outcome of the main call. The final scene demonstrates follow-through.