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 | |
|---|---|---|---|---|---|---|---|---|
| M100662 | #90336 | BARRIER-CATEGORIZE | resolved | 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. | TRANSPORT | 27 Jul 2026 | — | |
| M100727 | #90371 | DEMOGRAPHIC-UPDATE | assigned | 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. | — | 26 Jul 2026 | ||
| M100701 | #90357 | SCHEDULING | open | Scheduling assistanceScenario 5: Member is willing but needs help booking — provider choice, transport, interpreter, or hours. Escalated to staff to arrange the appointment with the member and provider. | — | 26 Jul 2026 | ||
| M100610 | #90308 | BARRIER-CATEGORIZE | resolved | 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. | DISTRUST | 22 Jul 2026 | — | |
| M100480 | #90238 | VERIFY | assigned | 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. | — | 18 Jul 2026 | ||
| M100441 | #90217 | SCHEDULING | assigned | Scheduling assistanceScenario 5: Member is willing but needs help booking — provider choice, transport, interpreter, or hours. Escalated to staff to arrange the appointment with the member and provider. | — | 16 Jul 2026 | ||
| M100922 | #90476 | 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. | DISTRUST | 13 Jul 2026 | ||
| M100597 | #90301 | SCHEDULING | assigned | Scheduling assistanceScenario 5: Member is willing but needs help booking — provider choice, transport, interpreter, or hours. Escalated to staff to arrange the appointment with the member and provider. | — | 12 Jul 2026 | ||
| M100805 | #90413 | SCHEDULING | open | Appointment scheduledScenario 4: Member booked, or already holds, an appointment that closes the gap. Gap moves to in progress and is re-checked after the appointment date. | — | 12 Jul 2026 | ||
| M100753 | #90385 | SCHEDULING | assigned | Scheduling assistanceScenario 5: Member is willing but needs help booking — provider choice, transport, interpreter, or hours. Escalated to staff to arrange the appointment with the member and provider. | — | 11 Jul 2026 | ||
| M100467 | #90231 | DEMOGRAPHIC-UPDATE | assigned | 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. | — | 10 Jul 2026 | ||
| M100857 | #90441 | SCHEDULING | resolved | Appointment scheduledScenario 4: Member booked, or already holds, an appointment that closes the gap. Gap moves to in progress and is re-checked after the appointment date. | — | 9 Jul 2026 | — | |
| M100740 | #90378 | 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. | — | 7 Jul 2026 | ||
| M100831 | #90427 | DEMOGRAPHIC-UPDATE | assigned | 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. | — | 6 Jul 2026 | ||
| M100896 | #90462 | VERIFY | assigned | 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. | — | 4 Jul 2026 |
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