Which call outcomes land here
Calls end in one of seven dispositions. Four of them can't be finished by the caller and create a queue entry for staff; the other three (no answer, wants info, appointment scheduled) are handled on the call itself.
| Member | Care gap | Type | State | Scenario | Barrier | Created | Actions | |
|---|---|---|---|---|---|---|---|---|
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | open | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | OTHER | 29 Sept 2026 | ||
| DEMO-FRANK-001 | #7 | DEMOGRAPHIC-UPDATE | open | Wrong contactScenario 7: Number belongs to someone else, is disconnected, or the member has moved. Escalated for a demographic update so future outreach isn't wasted; the gap is not counted as a reached attempt. | — | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | open | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | OTHER | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | open | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | OTHER | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | open | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | OTHER | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | open | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | OTHER | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | open | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | TIME | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | open | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | TIME | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | open | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | TIME | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | open | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | FEAR | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | VERIFY | open | Already completedScenario 3: Member self-reports the service was already done, but no claim or supplemental record confirms it. Escalated for verification against claims/EMR. The gap only closes once the record is confirmed — self-reported values are flagged in KPI B-series. | — | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | open | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | FEAR | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | open | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | TIME | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | assigned | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | COST | 29 Sept 2026 | ||
| DEMO-HAMZA-001 | #6 | BARRIER-CATEGORIZE | assigned | DeclinedScenario 6: Member refuses the service on this call. Escalated so staff can record a barrier code — the reason mix feeds the B4 decline-barrier breakdown. | OTHER | 29 Sept 2026 |
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