Platform
CareTrail answers the calls, reads the paperwork and checks the hospital bills.
Our AI platform for travel health assistance. Voice agents, e-mail and fax intake, guarantees of payment and bill review work on one case timeline, and your team makes every decision.
- Assistance companies
- Travel insurers and TPAs
- Hospital international desks
One case, start to finish
The film follows one traveller from the first call to the hospital bill.
This is the order the work happens in on an assistance file. At each step CareTrail prepares the work and records it on the case.
- 01
The call is answered
A voice agent answers the assistance line in the caller’s language, day or night. It says it is an AI, verifies the caller, finds the policy and opens the case. Emergencies go straight to your on-call doctor, who first hears the agent’s summary.
- 02
The hospital is called
An outbound agent calls the hospital in its own language and asks about the admission, the ward, the treating doctor, the cost estimate and the medical report. The answers are filed on the case in English.
- 03
The fax becomes a guarantee
The hospital’s cost estimate is read, even from a scanned fax, and checked against the policy. A Letter of Guarantee is drafted with its decision trace. Anything above your automatic limit waits for a person.
- 04
Everything lands on one timeline
Every call, e-mail, fax, letter and note is recorded on the case, marked as done by an AI agent, a person or the system. A case manager stays in charge of the file.
- 05
The bill is checked
When the final invoice arrives, each line is compared with a reference tariff and the guarantee: extra nights, comfort items, duplicate tests. A person accepts or waives every finding.
- 06
Decisions wait for your team
The agents keep working through the night. The overview lists every decision waiting for a person, and each one opens the record it belongs to.
What is inside
Start with the work your team spends the most time on.
Each part works on its own, so a pilot can begin with one of them and add the others later.
Voice agents
Inbound lines for travellers, hospitals and providers. The agent answers in the caller’s language, discusses a policy only after verifying the caller and hands over to a person when needed.
Outbound calls
Hospital coordination, appointment reminders, follow-ups, chasing missing documents and checking that a hospital received the guarantee.
Live interpreter
A case manager speaks English in the browser while the foreign hospital hears its own language on the phone, with captions for both sides.
E-mail, fax and WhatsApp
Messages and attachments are read, translated and matched to the right case. Complaints and legal threats are held for a person with a reply drafted.
Medical documents
Discharge summaries, invoices and reports become structured fields, a summary and a list of what is missing. A person checks results the AI is unsure of.
Letters of Guarantee
Cost estimates checked against the policy, letters issued as PDFs and sent by e-mail or fax, with the decision trace kept on the case.
Bill review and claims
Hospital bills and claims checked line by line against your tariff and the policy. Amounts are set by your rules, with a reason for every line that is reduced.
Assistant for your team
Answers questions on procedures and live cases with its sources, typed or spoken, and opens the record on screen.
People decide
What the AI never decides.
These stay with your people, whatever the AI has prepared. Each decision point has its own place in the product.
Medical advice
Doctors give advice, diagnosis and medication. The AI arranges care and puts emergencies through to the on-call doctor.
Whether a claim is paid
The AI checks the claim and says what is missing. The claims team decides.
Guarantees outside the rules
A guarantee above the automatic limit, over the remaining policy limit, outside the policy dates or with a possible pre-existing condition waits for a person, who can approve a lower amount.
Price cuts before treatment
Price findings on a guarantee are advice for your team. Only lines the policy never covers are deducted.
Settling a hospital bill
Each bill review is accepted or waived by a person. On the phone, the negotiation agent agrees only within the limit your rules set.
Complaints and legal threats
They are flagged and never answered automatically. A reply is drafted for a person to approve.
How a pilot starts
A pilot runs beside the systems you already use.
No platform change is needed. We connect CareTrail to one workflow, load your rules and run it with your team.
Your phone lines
Point a number, or your switchboard’s after-hours or overflow route, at the AI line. Transfers go back to your doctors and case managers.
Your mailbox and fax line
Forward a mailbox or fax line to the intake, which matches each message to its case. Letters and replies go out from your own addresses.
Your rules
Policy benefits, the automatic approval limit, the tariff and the knowledge articles are loaded as data, so they change without new code.
Your case system
A documented API and signed webhooks keep your system in step when a case is created, a guarantee is issued, a claim is settled or a call ends.
Your contact centre
Overflow or after-hours calls can reach the AI over SIP from your contact centre, with transfers back to your queue. We set this up with your telephony team.
Your region
Hosted in a region that suits your data protection law, or on your own servers, under a data-processing agreement for your country.
Is the case in the film real?
No. The film and our demonstrations use fictional travellers, hospitals and policies. The workflows are real: the calls, the document reading, the letters and the bill review all run on the platform.
Does CareTrail give medical advice?
No. It arranges care and puts emergencies through to your on-call doctor. Advice, diagnosis and medication stay with doctors.
Do callers know they are speaking to an AI?
Yes. Every agent says it is an AI at the start of the call, in the caller’s language. Agents never ask for passport, ID or card numbers, and discuss a policy only after the caller is verified.
Which languages does it work in?
The voice agents answer in the caller’s language, and we confirm the languages you need for each pilot. Your team can use the interface in English, Spanish, French, Portuguese or Arabic.
Do we have to replace our case system?
No. A pilot runs beside what you use today, connected through your phone lines, a forwarded mailbox, or the API and webhooks.
How is CareTrail different from CareTrack?
CareTrack is our platform for running the assistance file: cases, guarantees, claims and settlements. CareTrail is the AI that answers the calls, reads what comes in and checks the hospital bills. Ask us how the two fit your operation.
How does a pilot start?
Tell us the most manual part of your operation. We pick one workflow, such as the after-hours line, guarantee requests or bill review, load your rules, run it with your team and review it together before going further.
Next step
Give us one manual workflow and we will build a pilot around it.
Sthiram · Efficiency with stability