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Transcript: How Artificial Intelligence is Helping the Member Experience

The exterior of an office building is shown from above. The camera descends and shows the front of the building. Light piano music plays.

ON SCREEN TEXT:          San Antonio, Texas

Reymond Acosta wears a headset and stands at his desk in a cubicle.

REYMOND: Thank you for calling UnitedHealthcare. My name is Rey. Who do I have the pleasure of speaking with today? I am a health advocate. Yay for me.

A close-up shot shows Rey's hand scrolling and clicking on a computer mouse.

REYMOND: A health advocate will help a person that calls in when they need help with paying a bill.

The camera pans across Rey standing at his desk.

A close-up shows Rey's fingers typing on his keyboard.

Rey is interviewed and addresses someone off-camera.

ON SCREEN TEXT:          Reymond Acosta

                                    UnitedHealthcare - Health Advocate

REYMOND: So a lot of the times, people already are a little frustrated when they're calling in. That's just the name of the job here.

Rey leans on his desk with one arm and speaks to someone off-camera.

REYMOND: If I had my medication being denied, I would want to get it done as quick as possible.

A close-up shows the earpiece sitting on Rey's ear as he stands at his desk.

Stephen Packen is interviewed in front of a glass wall. He addresses someone off-camera.

ON SCREEN TEXT:          Stephen Packen

                                    UnitedHealthcare - Senior Business Analyst for Strategic Experience

STEPHEN: A lot of our conversations and our interactions have come off as more transactional rather than conversational.

The exterior of the building is shown from a bird's eye view.

STEPHEN: So UnitedHealthcare and Optum met and basically decided, "Look, let's get with the business and come up with a way that we can make the conversation better with our members."

The camera pans across an office of cubicles. Several people sit and stand at their desks.

The video fades darker and white text appears.

ON SCREEN TEXT:          UnitedHealthcare is piloting

                                    an artificial intelligence capability.

                                    With Agent Virtual Assistant (AVA)

                                    populating patient information

                                    advocates can create a more

                                    personalized experience.

Stephen is shown from behind while sitting at his computer.

STEPHEN: Behind the scenes, AVA is pulling data in for each specific member that calls in.

A close-up shot shows Stephen's hands typing on his keyboard.

Stephen is interviewed in front of the glass wall.

Bianca Ramirez is shown sitting in her cubicle.

BIANCA: My name is Bianca. How may I help you today?

A close-up shot shows Bianca's hands typing on her keyboard.

BIANCA: Before Virtual Assistant, it was a lot of searching for the information yourself, having to keep scrolling to look for the information and really drill down to what the member was looking for.

Bianca stands at her desk and speaks to someone off-camera.

ON SCREEN TEXT:          Bianca Ramirez

                                    UnitedHealthcare - Advocate4Me Representative

A pair of hands are shown typing on a keyboard from above.

Bianca stands at her desk and wears a headset.

A close-up shows a pair of hands are shown typing on a keyboard.

REYMOND: For my role, definitely a change.

Rey is shown standing at his desk and typing.

REYMOND: You know, it really streamlines their call and answers their question a lot quicker.

A close-up shows Rey's hands typing on his keyboard.

Stephen is interviewed.

STEPHEN: This tool enables our advocates to focus more on the members as a person, rather than focusing on the navigation and the screens that are in front of them.

The exterior of a taller office building is shown from a bird's eye view.

DAVID: UHC is making significant investment in a number of tools across the organization.

David Wietecki is interviewed in front of a glass wall.

ON SCREEN TEXT:          David Wietecki

                                    UnitedHealthcare - Director of Digital Capability

DAVID: Individually, they're good. When we put them together and we have those capabilities interact, they become great. By bringing information to that member at the right time, it improves their pocketbook, it improves their health, and at the same time, benefits us and the healthcare system overall.

Rey is shown from behind standing at his desk and typing.

REYMOND: Thank you for calling UnitedHealthcare.

The video fades darker and white text appears.

ON SCREEN TEXT:          AVA also pulls information that

                                    allows advocates to recommend

                                    more affordable health care

                                    options to members.

Rey is interviewed in front of a window covered by blinds.

REYMOND: Everybody likes saving money.

A close-up shot shows Rey's hands typing.

REYMOND: A lot of the times, it's definitely in the hundreds, when they're saving money, if not the thousands.

Rey is shown at his desk wearing a headset.

REYMOND: So it's definitely a mood shift.

Bianca is shown sitting at her desk, working on her computer.

BIANCA: It's a really awesome experience to have someone so frustrated and be happy at the end of the call, because you know you made that difference.

Stephen is interviewed.

STEPHEN: I'm blown away, to be honest with you, that we have finally reached this point where we have this type of technology that's being utilized here.

Bianca is shown standing at her desk, along with two other women sitting in their cubicles nearby.

STEPHEN: This has the opportunity to be a game-changer.

The screen fades to white and blue text appears.

ON SCREEN TEXT:          UnitedHealthcare®