PILLAR 2 AUDIT ENGINE

Call Auditor AI & AxiRate™ Enterprise Audit Engine

100% Inbound FNOL Call Review and Analysis for Insurance Carriers & TPAs. Ships with a 40-rule baseline preset and supports 150+ fully customizable audit fields and rules tailored to your carrier's specific claims handbook, state guidelines, and operational SOPs.

PILLAR 2 — ALWAYS LISTENING

100% AUDIT ENCLAVE

Every Call Scored Against 150+ Customizable Rules. Zero Sampling Blindspots.

STEP 1

The Recorded Call

Every FNOL & recorded statement ingested in real-time.

STEP 2

150+ AxiRate™ Matrix

Compliance, empathy, liability & state disclosures scored.

STEP 3

Verdicts, Not Flags

Pinpoint verbatim line & transcript rule triggers.

STEP 4

The QA Rubric

Real-time rep trend lines & executive MTD telemetry.

Why 100% Matters: Traditional 2% QA misses 98% of verbal risks. AxiRate™ covers 100%. AgentAngel.io™

AxiRate™ Live Audit Process Flow

From inbound phone call pickup to 7-day rep coaching handoff and MTD executive telemetry.

STEP 1

📞 Live Call Ingestion

Inbound FNOL call is picked up by your claims desk or bot. AxiRate™ initiates real-time acoustic & semantic monitoring on the active audio stream.

STEP 2

💻 Live Telemetry Stream

While on call, AxiRate™ evaluates statement completeness, checks open-ended inquiry rules, flags emergency medical responses, and tracks compliance live.

STEP 3

Instant Call Card (< 5s)

Upon call termination, AxiRate™ generates a complete 150+ rule scorecard, sentiment map, and red-flag summary in less than 5 seconds.

STEP 4

📋 Pinpoint Miss & Recurrence Check

AxiRate™ pinpoints exact missing loss questions in the transcript (e.g. Left Turn yield signal, Vandalism police report ID) and checks the rep's 30-day repeat miss counter.

STEP 5

🚀 7-Day Rep Link & Monthly Celebration Digest

Sends shareable rep coaching links with variable-duration micro-modules (15s prompt to 5m digest) and compiles automated Monthly Rep Celebration & Growth Digests.

150+ CUSTOMIZABLE CARRIER FIELDS

📊 AxiRate Carrier Customization & Rule Builder

Real-Time Continuous Sync

Purchasing carriers and TPAs are not constrained to rigid QA templates. Configure, weight, and turn on/off over 150+ custom loss questions (state Comparative Negligence rules, OEM glass mandates, recorded statement disclosures, ADAS subrogation triggers), set custom severity weights, and upload internal SOP coaching videos.

The AxiRate™ 8-Domain Audit Framework (150+ Criteria)

Dual-scoring architecture incorporating industry CX empathy standards, regulatory compliance, subrogation triggers, and automated rep coaching receipts.

AxiRate™ Overall

96.4

+2.4 MTD Benchmark

CX Empathy Index

94.8

Zero Interruption / Active Listening

TL Coaching Completion

98.2%

Verified 4-Min Module Receipts

Statement Quality

92.0

Open-Ended Inquiry Compliance

Domain & Rule Category	Evaluation Objective & Customizable Fields	Baseline Preset Standard	Enterprise Customization Options	Severity Weight
DOMAIN 1 — FNOL Mandatory Intake	12/12 Mandatory fields: vehicle, Policy #, Location, Weather, Driver/Passenger rosters, Police Report #	100% Mandatory Field Verification	Add custom fields per line of business (Commercial / Personal Auto / Fleet)	Standard (10 Pts)
DOMAIN 2 — Regulatory & Disclosures	Recorded statement consent, state fraud warning disclosures, AI caller identification	Verbatim Statement Consent Check	Configure state-by-state fraud disclosures & mandatory legal disclosures	Critical (20 Pts)
DOMAIN 3 — Fault & Liability Language	Screen for verbal admissions of fault, speed estimates, point of impact, signal acknowledgments	Asks open-ended follow-ups (speed, weather)	Flags adverse admissions by rep or insured; custom liability keyword triggers	Critical (20 Pts)
DOMAIN 4 — Medical & Triage Alert	Screen for immediate pain indicators, emergency medical dispatch, injury severity branching	Upfront Injury Questioning Check	Custom triage routing to nurse case manager or emergency hotline	Critical (20 Pts)
DOMAIN 5 — Coverage & Policy Validation	Validate active policy status, excluded drivers, permissive use, deductible confirmation	Basic Policy Match Validation	Integrates live API checks with Guidewire / Duck Creek policy database	High (15 Pts)
DOMAIN 6 — Subrogation & Recovery	Detect third-party liability, adverse carrier details, witness notes, ADAS recalibration flags	Flags 3rd party recovery opportunities	Auto-populates subrogation referral brief to recovery department	High (15 Pts)
DOMAIN 7 — Verbal Commitment Tracking	Capture promises made: rental car authorizations, towing callbacks, adjuster timeline commitments	Surfaces all verbal promises verbatim	Logs commitment deadline to claims system to prevent bad faith complaints	High (15 Pts)
DOMAIN 8 — Adjuster Soft Skills & CX	De-escalate caller anxiety, active listening, interruption frequency, empathy markers	Empathetic phrasing & interruption score	Custom coaching video triggers tailored to rep's specific soft-skill gaps	Standard (10 Pts)

Team Lead Dashboard & Gamification Engine

Closed-loop coaching receipts, team leaderboards, and gamified adjuster achievements.

📊 How Team Leads Track Coaching Completion

Automated Delivery: TL clicks "Send Coaching Link" on a flagged call card. Rep receives secure 7-day mobile link.
4-Min Micro-Learning: Rep watches targeted video explaining open-ended statement phrasing.
Comprehension Receipt: Rep passes 3-question check (≥80%). AxiRate logs COMPLETED receipt on TL dashboard.

🏆 Gamification & Adjuster Streaks

🔥 5-Star Statement Streak: Awarded for 10 consecutive calls with zero leading questions.
🔍 Subrogation Hunter Award: Granted to reps who identify 5 third-party recovery opportunities in a week.
👑 Monthly Leaderboard: Top-performing reps receive recognition and priority claim assignment.