Medical

Enabling Industry Signals on Numbers

To configure your Tracking Numbers and Number Pools to use Medical Industry signals, you will need to enable the following features in the call record feature by configuring:

lead_outcome_enabled - Track qualified leads and booked appointments to measure sales funnel performance and assess interaction effectiveness with potential patients. Analyze conversation outcomes to understand why leads convert or fail, enabling targeted improvements.
lead_value_enabled - Evaluate the potential value of a patient lead, enabling your team to prioritize high-impact opportunities, such as high-revenue procedures.
topics_enabled - Reveal leading indicators of common needs and recurring pattern.

POST https://edgeapi.marchex.io/marketingedge/v5/api/groups/{group_id}/numbers

{
    "name": "Medical - Order",
    "group_id": 15068550,
    "status": "Active",
    "phone_number_request": {
        "match_type": "TollFree"
    },
    "call_routes": {
        "route_type": "Basic",
        "route": {
            "termination_number": "9056372046",
            "features": {
                "call_record": {
                    "enabled": true,
                    "record": true,
                    "lead_outcome_enabled": true,
                    "lead_value_enabled": true,
                    "topics_enabled": true
                }
            }
        }
    }
}

Reporting

When Industry signals have been enabled, you will be able to review the results in the conversation_analytics section of the call details API Response - (lead_outcome, lead_value, topics)

GET https://edgeapi.marchex.io/marketingedge/v5/api/calls

{
    "paging": {
        "pageNumber": 1,
        "pageSize": 10000,
        "total": 2
    },
    "results": [
        {
            "id": 2467581473,
            "call_type_id": 1,
            "call_type": "Standard",
            "number_id": 13536629,
            "group_id": 15068550,
            "group_name": "Medical Leads",
            "time_zone_id": 2,
            "time_zone_name": "Eastern",
            "group_owner_id": 85464,
            "study_name": "Medical - Paid Leads",
            "group_owner_name": "11111",
            "billing_group_id": 24139,
            "billing_group_name": "ABC Medical",
            "caller_identity": 474387804,
            "organization_id": 4455,
            "answer_status_id": 1,
            "answer_status": "answered",
            "ring_duration": 2,
            "call_duration": 53,
            "tracking_number": "2892884176",
            "caller_number": "5555802958",
            "termination_number": "5556372046",
            "conversation_analytics": {
                "call_record_file": "a7927444-a0e5-4c71-8a1e-4d24f15f3e11",
                "call_record_redaction": false,
                "voice_link": "https://webservice.telmetrics.com/filedownload.ashx/3456CC18-35D9-4C76-A523-87A461D5ED5B/2467581473.mp3",
                "call_summary": "The caller scheduled an appointment as a new customer with JC Health for next Monday at 10 AM and expressed interest in discussing orthotics during the visit.",
                "lead_outcome": {
                    "lead_reason": "Appointment Booked",
                    "lead": "true",
                    "appointment": "true"
                },
                "lead_value": {
                    "customer_type": "new",
                    "product_or_service": [
                        "other"
                    ],
                    "other_product_or_service": [
                        "n/a"
                    ],
                    "insurance_providers": [],
                    "insurance_referral": "false",
              
                },
                "topics": {
                    "pricing_discussed": "false",
                    "scheduling_discussed": "true",
                    "other_topics": []
                }
            },
            "start_time": "2025-01-08T14:41:32.000",
            "answer_time": "2025-01-08T14:41:44.000",
            "end_time": "2025-01-08T14:42:37.000",
            "start_time_utc": "2025-01-08T19:41:31.830Z",
            "answer_time_utc": "2025-01-08T19:41:43.910Z",
            "end_time_utc": "2025-01-08T19:42:37.123Z",
            "status": "complete"
        }
    }
}

Lead Outcome

The following details related to lead outcome will be present in your request to retrieve call details:

Field Description	API field	Possible Values
Lead - Was the call a lead	lead	true, false, n/a
Lead Reason - Why was the call considered a lead	lead_reason	Appointment Booked Appointment Cancelled Appointment Not Available Appointment Not Booked Insurance Not Accepted Not Accepting New Patients Service Not Offered Short Call Appointment - Confirming Appointment - Rescheduling Billing/Account Question Call for Human Resources or Employment Related Call for or by Employee (non-Sales) Call for or by Physician Customer Complaint Other Patient Inquiry/Request for Info Telemarketer/Vendor/Solicitor Indeterminate
Appointment - Was an appointment booked	appointment	true, false, n/a

Lead Value

This set of fields contains indicators of value found in a conversation:

Field Description	API Field	Possible Values
Customer Type - new or existing customer	customer_type	new, existing, n/a
Product or Service - product or services discussed during call	product_or_service	primary care urgent care pediatrics cardiology dermatology oncology neurology gynecology and obstetrics psychiatry prescription refill physical therapy vision care blood work or lab related other n/a indeterminate
Other Product or Service - generative list of products or services discussed during the call	other_product_or_service	generative list of results detected during the conversation
Insurance Referral	insurance_referral	true, false, n/a
Insurance Providers	Insurance_providers	generative list of results detected during the conversation

Topics

This set of fields contains details related to the topics discussed during the conversation:


Pricing Discussed - was pricing discussed during the conversation	pricing_discussed	true, false, n/a
Scheduling Discussed - was scheduling discussed during the conversation	scheduling_discussed	true, false, n/a
Other Topics - generative list of other topics discussed during the conversation	other_topics	generative list of results detected during the conversation