QA & Analytics | Casey by Voicegain

KEY FEATURES

100% of calls, analyzed.

Casey analyzes every call your contact center handles, whether it was resolved by the Casey AI Voice Agent or by a live agent — no sampling, no manual review queue, no separate QA tooling.

Member Experience

Sentiment analysis

Measure and track caller sentiment

CSAT & NPS

AI CSAT and NPS on 100% of calls, from the transcript

Insight questions

Track interactions that may hurt CAHPS scores

AI Agent Performance

Automation rates

Analysed by key intent

AI-agent QA score

A QA score for every AI-handled call

AI agent CSAT

CSAT on the interaction with the AI agent

Live Agent Performance

QA scorecard

Agent QA scores and trends over time

Coaching

LLM-powered coaching suggestions from transcripts

Live Agent CSAT & NPS

CSAT from the interaction with the live agent

Sentiment analysis

Agent and caller sentiment, measured and tracked

Insight questions

Member calls that require follow-up

Audit & ompliance

Whole call recording

Stereo recording and transcription of the full journey

Segment analytics

Every segment — AI agent, human agent, internal transfers

Insight questions

Audit and compliance questions to identify calls

WHAT MAKES CASEY QA & ANALYTICS UNIQUE

Insights designed for health plans and TPAs.

Casey QA & Analytics is designed around the metrics payers are measured on — CAHPS and Star Ratings, appeals and grievance timeliness, and medical cost. Horizontal conversation analytics tools report on call quality.

APPEALS & GRIEVANCES

Appeal 4471-A

due in 6d

Appeal 5120-C

drafted

Grievance 3308

routed

Track and automate appeals and grievances

Casey identifies Appeals and Grievance calls from the transcript automatically and tracks them against response deadlines, so nothing sits past its clock. For plans subject to CMS timeliness requirements, this turns a manual log into an automatic one.

PRIOR AUTH FLAGGED

CPT 27447

Knee

$48K

CPT 74160

CT abdomen

$2.1K

CPT 70553

MRI brain

$3.4K

Identify future high-cost claims in advance

Casey flags prior authorization requests for high-cost CPT codes as they come in over the phone, giving your care management team the chance to navigate the member to an appropriate site of care before the claim is incurred.

FLAGGED FOR OUTREACH

Poor experience detected

Outreach queued

CAHPS window open · 6 weeks

Survey sent

Flag members that require outreach

Casey identifies member calls where the caller expressed a poor experience and flags them as CAHPS risk. Your member experience team can perform outreach while the issue is still fixable before it affects your Star Rating.

HOW IT WORKS