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Outbound Agent — AI-Powered Multi-Tenant Insurance Verification & Document Follow-Up Platform An AI voice agent that calls insurance and provider offices, verifies coverage, and faxes missing documents live on the call — with human escalation built in. Calling doesn't scale with headcount — chasing missing documents and verifying insurance across hundreds of patient orders traditionally means hiring more staff to sit on hold. I built a multi-tenant AI voice platform that automates this end-to-end: the agent calls the office, identifies the patient using only the minimum PHI required, explains exactly what's missing, and confirms whether the prior request was received.

If the office needs the document resent, the agent can trigger it to go out by fax directly during the call, using the submission method already on file — no manual follow-up needed. If the call requires human judgment — escalation, a sensitive case, anything outside defined scope — it transfers to a live agent instead of guessing or hallucinating a response.

Every call returns structured, queryable data back to the platform: call status, blocker/reason, next step, submission path, full transcript, and recording reference — all mapped to the correct patient order. The platform is fully multi-tenant, with role-based access, tenant-scoped audit logs, and PHI-safe handling: call artifacts are automatically purged from the telephony layer once securely stored downstream.

Results: Consistent, structured call outcomes across every tenant on one schema, scalable outbound follow-up on flat headcount, and fully auditable, PHI-compliant operations throughout.

Stack: Python & FastAPI (backend) · SignalWire (telephony, call orchestration, fax dispatch) · Deepgram (speech-to-text) · ElevenLabs (voice synthesis) · RAG pipeline (grounding responses in live patient/order data) · webhook-driven post-call pipeline for transcript analysis and PHI cleanup. If your team is stuck chasing missing documents or verifying insurance over the phone, this same agent can be rebuilt around your provider network and compliance requirements.