Kol IVR Route

Use this skill when a user wants to chase a healthcare claim by phone, audit a CALL-E payer call, or decide whether a structured claim-status result is safe to use.

Workflow

1. Confirm that the destination is an owned test fixture or that the user is authorised to call it. Do not collect or expose PHI in a demo.
2. Preview the exact destination, claim reference, intended department, question, expected charge, and whether the route is explore or replay.
3. Default to the no-call fixture path. Place a live call only after the user gives an exact authorised destination and understands that a submitted call cannot be cancelled through the public Developer API.
4. Ask CALL-E for strict structured output, but treat that output as a claim to verify, not as evidence by itself.
5. Require all of the following before autoAccept=true:
   • a completed payer-side response;
   • the requested claim reference repeated by the payer;
   • the claim-specific question present in the agent transcript;
   • an exact payer quote establishing the intended department;
   • exact payer quotes grounding status and every returned amount, date, and denial code;
   • a route receipt independent of the model result; and
   • agreement between reported and independently observed keypresses.
6. Quarantine a cached route when its prompts, destination, or receipt disagree. Explore on the next run; do not silently repair and auto-accept in the same call.
7. Label suggested next actions as operator policy unless the payer explicitly said them. Never present an inference as a quote.
8. Return verified, needs_review, contradicted, or unreachable, the failed checks, exact supporting spans, and the provenance of each field.

Implementation

Use ../../apps/typescript/kol/ for the runnable implementation.

cd apps/typescript/kol
npm install
npm run validate
npm run demo

Read references/safety.md before a live call and references/examples.md when interpreting the verdict.