Surgery Partners script review decisions¶
Status: Draft | Last reviewed: 2026-10-06
Use this record to reconcile the tracked document with the subsequent colleague feedback. The five-minute script is the proposed recording version; the longer scenarios remain reference material for demonstrations with more time.
Reviewed inputs¶
The supplied CA_Surgical_Partners_Demo_Script_Tracked_Changes.docx contains 199 body paragraphs, 132 insertion elements, 213 deletion elements, and six comments. Review included inserted and deleted wording, comment anchors, and the result of accepting the text changes. XML revision counts describe markup elements, not separate editorial decisions.
The subsequent pasted feedback takes precedence where it changes the tracked document's sequence. It asks for a live human handoff in the main story, Copilot guidance during that call, and a later counselor callback chosen by Daniel. The script follows that sequence.
Decisions¶
| Review point | Decision for the recording |
|---|---|
| Keep outbound AI, card upload, initial coverage check | Show Morgan completing all three, with saved evidence and an explanation of the result |
| Move the human-assisted experience into the main path | Transfer to Taylor after the hospital network finding and Daniel's concern |
| Preserve the voice assistant's contribution | Complete identity, multimodal connection, card reconciliation, provider checks, review assignments, and explanation before transfer |
| Show Copilot during the live call | Taylor receives context, then sees guidance respond to Daniel's affordability statement |
| Daniel prefers a later conversation | Taylor books the financial counselor callback while speaking with Daniel |
| Confirm the callback and assign the task | Show counselor availability, patient selection, representative execution, booking/task receipts, and confirmation |
| Call at the agreed time | Include a closing scene at 10:15 a.m. within the booked 10–11 a.m. window |
| Trim financial detail | Keep the conditional $8,500 estimate; move plan terms, agreement clauses, and exception approvals out of the recording |
| Keep the full journey available | Retain longer payment, preparation, registration, and operational scenarios as separate reference material |
An out-of-network finding brings the representative into this particular story because Daniel has unresolved hospital cost exposure and needs coordinated support. This script does not establish a universal rule requiring a transfer for every network question. Morgan explains the finding and completes the supported work before offering the transfer.
Specific comment resolutions¶
Upstream “RCM OS” trigger, comments 0–2: Show a six-second workflow-to-call transition with a generic label. The comments ask whether another system's dashboard can be referenced; they do not identify an approved screen or establish an integration. The exact product and trigger contract remain implementation questions.
Verification time, comment 7: Retain trusted verification and show it through a short edit. Compress the interaction instead of treating knowledge of a name, phone number, or uploaded card as authentication. Send the planning link after verification under the shared permission collected at the start. This follows the local authentication contract.
Callback preference, comments 203–204: Keep Daniel's choice to speak with the counselor later. Apply the later feedback by placing that choice inside the live representative call. The main sequence is Morgan → Taylor with Copilot → booked callback from Jordan.
Corrections carried into the script¶
| Draft inconsistency | Recording version |
|---|---|
| October 28 in one edit but October 20 in other lines | October 28 throughout |
| October 15 callback alongside October 7 follow-up and October 13 checkpoint | First call October 14; callback October 15; surgery October 28 |
| “Surgery in 14 days” attached to different dates | Exactly 14 days from the first call to surgery |
| “Morgan's view: Copilot” while Morgan is the AI | Taylor and Jordan use the private human workspace; Morgan uses voice-agent tools |
| Callback promised, but only a task or calendar hold described | Reserve capacity and create the assigned task before confirming |
| “Initiating” authorization because the hospital is out of network | Authorization is required for the procedure; hospital agreement review addresses a separate issue |
| General “initiated” language could imply payer submission | Show internal preparation/review assignments; use payer states only with source evidence |
| “Set up your payment plan” before counseling and unresolved estimate | Offer counseling about costs, possible assistance, and payment options |
| Specified installments and deferral authority in a short handoff | Remove those commitments from the recording |
| Unconditional “nothing to do” or no need to repeat anything | Explain that the team has the prior findings and will identify any additional information required |
The $8,500 figure remains an estimate for the listed services under explicit assumptions. Active eligibility, authorization status, hospital agreement status, and patient financial acceptance remain separate. HealthCare.gov's preauthorization definition states that preauthorization is not a promise of cost coverage; this supports keeping those statuses distinct.
https://www.healthcare.gov/glossary/preauthorization/
Acceptance checks¶
- The audience sees meaningful AI work before Taylor joins.
- Taylor speaks with Daniel while Copilot responds to a new cost concern.
- Daniel chooses a later counselor conversation.
- A named counselor, real returned window, assigned task, and confirmation are visible.
- The final scene shows an outbound call within that window, with repeat verification.
- The recording finishes without claiming an approved agreement, confirmed final cost, financial clearance, or accepted payment plan.
- Authentication and system waits are visibly edited; five minutes remains a rehearsal target until recorded.
This review produced documentation only. It did not modify the source Word document, application code, Agent Studio assets, Salesforce records, or external systems.