In this tutorial we will build an outbound agent that performs medical record retrieval on behalf of an insurance provider.

Insurance companies often need patient records for purposes like risk adjustment, quality reporting, or audit support. This involves calling provider offices to verify that a specific patient is in their system and to request that the patient’s chart be sent using the provider’s preferred method, such as fax or email.

The agent we will build will handle live conversations or leave a voicemail if no one answers, follow a structured script, and respond appropriately to different outcomes like uncooperative offices or missing patients. This workflow supports efficient, compliant data collection and unlocks the power of automation.

We’ll be creating the following components:

  • A prompt contains natural-language instructions for the LLM that detail everything the agent does, how it does those things, and what it shouldn’t do. Our prompt will explain to the AI Agent how it should behave in general, use tools and define special behaviors such as handling voice-mail.
  • A tool is a function that an agent can use to carry out actions like calling external APIs or looking up information in a data source, as part of following the instructions defined in the prompt. We’ll learn how to use three tools today: hangup, append_google_sheet_row, and get_current_datetime.
  • A message is a greeting that the agent delivers to the user at the beginning of the conversation. It can be configured to use a different script depending on the date, day of the week, and/or time of the day. Our message will greet the customer and identify itself.
  • A language group allows the agent access to multiple languages and voices to match.
  • The agent itself, which links together all the components above.
  • A channel is how the agent communicates to the outside world. We’ll be using a voice/phone channel for this project.
  • A campaign is a ruleset to schedule and manage batches of outbound calls.
  • A batch is a specific set of calls that will run under your campaign.