Surgery Partners: patient access and recordings¶
Last reviewed: 2026-10-07
This demonstration follows Daniel Reed through an outbound insurance review and a live conversation with patient access. The patient, hospital, insurer, estimate and appointments are fictional; changes are saved in Salesforce DevSDO.
Open the agents¶
In Studio, open Surgery Partners · Patient Access for the outbound call. Use Preview with demo message delivery and Simulate in Preview for the identity check. The patient plan opens from a separate message after identity verification. The planning screen uses the agent's Surgery Partners branding, including on shared links without a Studio login.
The representative uses Surgery Partners · Patient Access Copilot.
For a Preview continuation, set its related_conversation_id variable to the
original Voice Agent conversation ID. Start this Copilot after Daniel accepts
the transfer. Keep the patient's existing planning screen open.
In the Copilot's Preview, select Workspace to see the patient record and
live guidance together. Use full-screen Preview for recording.
Select Surgery Partners · Daniel rehearsal caller as the voice stand-in
and play Taylor yourself. This additional agent has no Salesforce tools or live
contact-center routing. A second browser tab remains Daniel's patient screen;
the browser operator performs the patient selections.
The story's dates are fixed: the call is October 14, callback October 15, and planned surgery October 28, 2026. Times are Eastern.
Record the voice portion¶
In the Voice Agent's full-screen Preview, enable Show AI Activity and Recording. Leave SMS off for delivery to the demo phone. Enable Mock Caller to have Studio voice Daniel. Choose an available ElevenLabs integration and voice, and describe Daniel as the patient receiving this call. Set Ani to the demo patient's phone number. In AI Activity settings, label the speakers Daniel and Morgan. In Mock Caller settings, enable Shorten long silences in downloads. Use 1.8 seconds for the gap threshold and 0.9 seconds for the retained pause. This shortens the downloaded video and both voices together; live Preview keeps its original timing.
Select Test & Record and share the Studio browser tab when prompted. Open each message in the phone. Complete the identity step, upload the two demo insurance-card images, and select These details are correct. Let Morgan finish each instruction before submitting the corresponding action. Daniel should confirm this is his only insurance and accept the representative transfer. After the call ends, select Download trimmed MP4. Download original MP4 retains the live timing. The video includes the phone, AI Activity, and both voices. Mock Caller supplies synthetic patient speech; this Preview does not place a telephone call.
Direct the voice recording¶
Open Surgery Partners · Outbound call scene in Agents. This copy opens Director with the approved outbound dialogue, Surgery Partners branding, saved voices and four chapters ending at the human transfer.
- Edit any spoken line directly. Voice & timing controls delivery, takes and the pause after the line.
- Use Details to change the patient, insurer, member ID, providers and surgery date. Shared values update both the script and patient screens.
- Open Edit moment on authentication, messages, components or agent actions to change their content, outcome and timing. The coverage component includes editable provider network statuses.
- Pause on a patient component and choose Record phone interactions to capture taps. Timeline and the playback slider let you place and review them.
- After changing words or voices, open Voices and generate the missing takes. Playback and export reuse saved audio.
- Select Export to create an MP4 with the phone and AI Activity.
The Scene replays authored outcomes and makes no Salesforce changes. Use Surgery Partners · Patient Access and its Copilot to test the live workflow. See Director for timing, voice and export controls.
Rehearse the conversation¶
| Moment | Daniel says or does | What should happen |
|---|---|---|
| Outbound opening | “This is Daniel.” Then confirm he can speak privately. | Morgan identifies itself as an automated assistant and asks permission for the secure messages. |
| Identity | Agree to the messages; complete the Preview verification step. | Patient information remains unavailable until verification succeeds. |
| Insurance | Open the planning link. Upload the front and back of the synthetic Harbor Health PPO card. | Morgan reads the images and shows payer, member number and group for review. |
| Confirm card | Select These details are correct. Say this is his only health insurance. | Coverage and provider findings appear. Authorization preparation and hospital agreement review are assigned. |
| Human transfer | “Yes, please connect me with a representative.” | Morgan saves the findings and ends the AI leg for the accepted handoff. |
| Cost concern | “Eight thousand five hundred dollars? I can't afford that all at once.” | Copilot suggests an empathetic answer and financial counseling. The representative selects Send estimate to patient. |
| Later conversation | “Tomorrow morning would be better.” | The representative selects Send callback choices. Daniel chooses a window on the same patient screen. |
| Booking | Confirm Daniel's displayed choice. | The representative selects Book callback. Salesforce stores the Event and assigned Task; the patient sees confirmation. |
| Close | “Thank you. That works for me.” | The representative reviews the remaining insurance work and selects Save wrap-up. |
The representative's Patient screen panel identifies the current view. Sending a component changes the existing plan; it does not require another planning link. Daniel can download the confirmed callback with Add to calendar.
Daniel's callback choice also appears in Conversation and updates Copilot guidance. Select View shared screen on a send or response event to inspect its read-only snapshot. See Send screens during a human call.
The patient plan has Insurance, Costs, and Callback stages. After card review, use Replace card photos to upload another image. Open Estimate details for included services and assumptions. In the representative workspace, Call notes and Medications expand on demand. Suggested reply shows words the representative can use and the matching send button.
The $8,500 figure is a conditional estimate, not a guaranteed maximum or a payment agreement. This call does not charge Daniel or approve insurance. The later counselor call explains payment and assistance options.
Repeat a rehearsal¶
Start a new Voice Agent call and use its new conversation ID for the Copilot. The patient and recorded insurance scenario are reusable. Every call gets its own Salesforce interaction and booking records, so earlier runs need not be reset. If a save is interrupted, retry the action; successful duplicate requests return the existing receipt.
If the screen says the plan changed, refresh and review the latest patient choice before trying again. A disconnected screen recovers the saved view when reopened. Changes are disabled after the human interaction is completed.
See the developer runbook for installation, automated rehearsal and the distinction between Preview and live Genesys routing.