1. The highest Eddy rate is in August, which is 5.54% higher than September, the month with the lowest rate.
2. Eddy rate decreased by 5.54% in September compared to August, but then increased by 3.28% and 0.91% in October and November, respectively.
3. Eddy True count and Total Count are not enough to determine the severity of the issue; review conversations in Conversation Explorer to identify the root cause of the Eddies and the affected areas of the customer journey.

Customer Friction Experience by Patient Journey Stage

Where are your patients most commonly getting stuck in their journey? Use this report to quickly understand where to implement changes.

All Classifiers

5 Classifiers Selected

Spotlight

1. Prior Authorization has the highest count of Eddies at 492 as well as the highest count of calls at 1,893.
2. Deductible Inquiry has the highest proportion of Eddies at 26.52%, meaning this is causing a significant amount of friction for your customers.
3. Delayed Shipment and Benefit Verification have similar Eddy rates, but Delayed Shipment has a higher absolute count of Eddies (241) and Total Count (768). This indicates the need to closely examine the root causes of Eddies for each of these classifiers.

Contact Type Prevalence And Eddy Effect

Use this graph to see which Contact types exist across your conversations. Then, look at the Eddy Present bar to see how often Eddies are present in your conversations per Contact type.

Spotlight

1. Patients have the highest Eddy rate with 26%, followed by caregivers with 23%. This indicates that these two groups are experiencing the most frustrating loop of obstacles.
2. The total count of conversations with Eddies is 458 out of 1942, which is a concerning 24%. This signifies that a significant portion of overall conversations result in Eddies, causing frustration for customers and wasting company resources, and suggests an opportunity to improve processes.
3. Although the Eddy rate for HCP Offices and Payers is lower than the other groups, it is still above the 10% threshold for disruptive experiences and warrants further investigation to ensure that           customers are not getting stuck and receiving a seamless experience.

Topic Prevalence And Eddy Effect

Use this graph to see how often topics are present in conversations. Then, look at the Eddy Present bar to see how often Eddies are present in conversations that include the topic.

5 Topics Selected

Spotlight

1. Billing Issues and Requests themes have a high Eddy rate of 28.7%, indicating a significant customer frustration in billing.
2. Insurance Payment Confusion and Patient Assistance Programs have a lower Eddy rates of 26.2% and 15.7% respectively, but still warrant attention due to their impact on customer satisfaction.
3. There seem to be significant issues in themes related to payment, finances and billing which should warrant change management.