Co-Pilot | Casey by Voicegain

Casey Co-Pilot

Live Call

Transferred from voice agent 1m 42s

CARRIED OVER WITH THE CALL

✓

Identity verified

no re-auth

✓

Intent

prior authorization

✓

Account

····4471 located

COMPLIANCE CHECK

4 / 6

✓

HIPAA identity verified

✓

Plan-specific disclosure read

Grievance window explained

SUGGESTED NEXT STEP

Auth was approved on 6 March and is valid for 90 days. Read it back, then offer the faxback.

Answered from knowledge base

Use

Dismiss

Notes & Summary posted 4.8s after hang-up

KEY FEATURES

From seamless handoff to real-time assistance and summaries.

Casey Co-Pilot works across the whole call: it briefs the agent before they speak, answers questions while they talk, and writes the note after they hang up.

Context on call transfer

Automatic screen pop through CTI. Intent, HIPAA status and the bot summary on one card. Claims and Eligibility in a simple card.

Real-time suggestions

RAG on plan documents and KB articles, with a compliance checklist for the intent. Links to locations in KB Articles & Plan Docs.

Summaries & call notes

Structured notes in 5 seconds, posted into the CRM or payer admin system and templated to your own note format.

5 seconds

to generate the call summary from end of call

1,000

plan documents and KB articles ingested in the last 6 months

WHAT MAKES CASEY CO-PILOT UNIQUE

Co-Pilot purpose built for healthcare payers.

Casey Co-Pilot has been designed to guide call center agents in health plans, TPAs and other payer entities in real-time. Unlike other horizontal Co-Pilots, Casey has payer specific features.

HIPAA verified

Prior authorization

Claim 4471-A · paid

Eligibility active · Aetna PPO

Context cards for payer intents

When call is transferred from an AI Agent, HIPAA Validation status and key information about intents like Claims and Eligibility is presented on visual cards optimized for payers.

PRIOR AUTHORIZATION

Member identity verified

CPT code captured

Clinical criteria confirmed

Decision communicated

Payer workflow helper

Checklists and forms for common payer workflows like Prior Authorization, Safety Screening, Appeals and Grievances ensure Agents can complete key payer workflows.

OPEN CARE GAPS

HbA1c screening

overdue

Annual wellness visit

due

Mammography

complete

Care gaps from clinical systems

Casey Co-Pilot integrates with the systems your clinical staff already use. It surfaces open care gaps to the agent during the call — so a routine benefits question becomes an opportunity to close a HEDIS measure.

HOW IT WORKS