Senior Living

Enabling Industry Signals on Numbers

To configure your Tracking Numbers and Number Pools to use Universal 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.

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

{
    "name": "Dental - 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)

GEThttps://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": "Business Leads",
            "time_zone_id": 2,
            "time_zone_name": "Eastern",
            "group_owner_id": 85464,
            "study_name": "Business - Paid Leads",
            "group_owner_name": "11111",
            "billing_group_id": 24139,
            "billing_group_name": "ABC Packaging",
            "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": "a54aa443-3f6d-4b6c-ab24-0c759565530b",
                "call_record_redaction": false,
                "voice_link": "https://stgwebservice.telmetrics.com/filedownload.ashx/29F07D82-FCA4-4760-AC6C-83BC42609254/2548345414.mp3",
                "transcript": "Caller: Hello. I'm looking for information about your senior living community. Agent: To serve you better, this call may be recorded for training and quality purposes. Caller: My mother is eighty five years old and currently lives alone, but we're concerned about her safety and well-being. Agent: [hold] Caller: She's still quite independent but could benefit from having services and social activities available. Agent: [hold] Caller: Can you tell me about your independent living options, the amenities you offer, and what the monthly costs would be? Agent: [hold] Agent: [hold] Caller: I'd also like to schedule a tour to see the facilities and meet some of the staff. Caller: When would be a good time to visit? Agent: [hold] Caller: Thank you. Agent: [hold] ",
                "call_summary": "The caller is inquiring about independent living options at the senior living community for their 85-year-old mother who lives alone.  They are interested in services, amenities, monthly costs, and scheduling a tour.  The caller achieved their goal by gathering information and scheduling a tour to visit the facilities and meet the staff.",
                "industry": "Senior Living",
                "lead_outcome": {
                    "lead_reason": "Appointment/Tour - Not Booked",
                    "lead": "true",
                    "appointment": "false"
                },
                "lead_value": {
                    "caller_relationship": "child",
                    "product_or_service": [
                        "independent living"
                    ],
                    "product_or_service_most_interested": "independent living"
                },
                "topics": {
                    "amenities_discussed": "true",
                    "deposit_inquired": "false",
                    "long_term_care_insurance_discussed": "false",
                    "medicaid_mentioned": "false",
                    "medicare_mentioned": "false",
                    "minimum_length_of_stay_discussed": "false",
                    "move_in_cost_inquired": "false",
                    "pricing_discussed": "true",
                    "scheduling_discussed": "true",
                    "amenities_list": [
                        "services",
                        "social activities"
                    ],
                    "other_topics": [
                        "activities"
                    ]
                }
            },
            "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 Not Available  Appointment Not Booked  Insurance Not Accepted  Appointment Cancelled  Service Not Offered  Not Accepting New Patients  Patient Inquiry/Request for Info  Call for or by Physician  Appointment - Confirming  Appointment - Rescheduling  Call for Human Resources or Employment Related  Telemarketer/Vendor/Solicitor  Call for or by Employee (non-Sales)  Billing/Account Question  Customer Complaint  Other n/a
Appointment - Was an appointment booked	appointment	true, false, n/a
Sale - was a sale made	sale	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	55+ or active adult communities assisted living ccrc hospice care independent living in-home memory care nursing homes residential care homes senior apartments not detected n/a indeterminate
Product or Service Most Interested	product_or_service_most_interested	55+ or active adult communities assisted living ccrc hospice care independent living in-home memory care nursing homes residential care homes senior apartments not detected n/a
Caller Relationship	caller_relationship	child sibling spouse parent self/not detected n/a

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
Amenities Discussed	amenities_discussed	true, false, n/a
Amenities List	amenities_list	generative list of results detected during the conversation
Deposit Inquired	deposit_inquired	true, false, n/a
Move-in Cost Required	move_in_cost_inquired	true, false, n/a
Minimum Length of Stay Discussed	minimum_length_of_stay_discussed	true, false, n/a
Medicare Mentioned	medicare_mentioned	true, false, n/a
Medicaid Mentioned	medicaid_mentioned	true, false, n/a
Long-term Care Insurance Discussed	long_term_care_insurance_discussedLong-term Care Insurance 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