Convey Health Solutions Cuts Communication Grievances for Medicare Members

Making Every Enrollment Conversation Easier to Understand

Convey Health Solutions supports U.S. government healthcare programs including Medicare Part D, Medicare Advantage, and supplemental benefits. During Medicare Annual Enrollment, its contact center grows to 800–900 agents across captive sites in Manila and Cebu and multiple BPO partners. Convey deployed Sanas to reduce communication barriers for Medicare-eligible members, and cut its tracked grievance KPI by 80–100% in the initial pilot.

The Challenge

For the members Convey's agents serve, clear communication directly affects decisions about drug coverage, enrollment, eligibility, and care. But communication barriers had become a measurable operational problem — Convey tracked communication barrier grievances as a dedicated KPI, with multiple incidents recorded among the agents who would later join the pilot.

The effects extended beyond the member experience. Only 60–70% of call transcriptions were usable, with accents and background noise affecting the transcription of proper names, addresses, and healthcare terminology, leaving less reliable data for QA, coaching, analytics, and compliance review.

Convey also lacked centralized oversight of Sanas deployments already running across its BPO network, with outdated versions, dormant licenses, and inconsistent adoption. It needed to solve the communication problem while bringing visibility and control to usage across its network.

The Solution

Sanas's real-time accent translation processes agent audio locally on the endpoint device — meeting two critical requirements for a healthcare contact center: protecting sensitive data and avoiding latency from backhauled network paths. Bidirectional noise elimination reduced disruptive background noise on both sides of the conversation.

The enterprise portal gave Convey centralized license management, version control, and adoption visibility across its BPO network, while bucket-based billing flexed with the dramatic seasonal headcount swings of Annual Enrollment. And Sanas fit Convey's existing environment, including its recent migration to Genesys Cloud — no contact center redesign required.

The Results

80–100% reduction in communication barrier grievances within the first 2–3 weeks 45 days from first meeting to POC kickoff ~480 agents deployed in a single Sunday push

The reductions held as deployment expanded, and first call resolution improved across the Sanas-enabled population. Average Handle Time began trending down from a ~517-second baseline as agents and members spent less time repeating and clarifying. Transcription accuracy improved as well, giving QA and compliance teams cleaner data.

What's Next

With the initial deployment established, Convey is extending its use of real-time speech AI beyond accent translation, scoping a language translation POC to support Spanish-language overflow capacity in its SBA line of business.