Telephonic Signature

See how DVSAnalytics has helped optimize Telephonic Signature 

The Challenge

The State of California requires county-level Health and Human Services agencies processing telephone applications for Medi-Cal to record a “Voice Attestation” during the application process. This recorded segment must be available to send to the State as requested for legal reasons. • Record a “Voice Attestation” that can be sent to the State • Voice Consent must be easy to locate, retrieve and play • Required the option to trigger the Voice Signature by the recording system • Voice Signature recordings must be retained for a specific time, separate from the audio recording

The Solution

DVSAnalytics quickly rose to the challenge, meeting the requirement with a new Encore feature: “Telephonic Signature.” The key to our solution is the ability to create a separate recording within a recorded call that documents, in this case, the applicant’s assent, and is then easily located, retrieved and played. Recording of the voice signature can be triggered manually by the agent using an Encore desktop application, or automatically with our WebAPI or eCapture software.

Two Implementations

In our first case, a Northern California county was already using Encore to record calls for quality assurance and training purposes. That QM process is unchanged, but now a Telephonic Signature recording is created by the agent at the appropriate point…

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