Consistent qualification filters and a clear, honest billing policy protect both buyers and our team. This page explains how we filter calls, how billing works, and how Verification of Benefits (VOB) performance is measured.
Allowed Filters
- Geography (state, region or ZIP-level) — though most buyers accept calls nationwide
- Program type (inpatient, detox, mental health, etc.)
- Payer / self-pay status
- Hours of operation
These filters shape which calls get routed to a given buyer. They are qualification tools, not a promise that every call will perfectly match every criterion — rehab and mental-health calls are difficult to generate, and some irrelevant or mismatched traffic can occur naturally even with careful targeting.
Call Billing Policy
Unless a separate written campaign agreement states otherwise, a call that reaches 30 seconds in duration is considered billable. This duration rule is the primary measure of billability. A call is not automatically replaceable, creditable or refundable only because a buyer did not like it, it did not match every filter, or it did not result in a Verification of Benefits or admission.
Verification of Benefits (VOB) — What It Means and How We Measure It
A Verification of Benefits (VOB) is the process an admissions team uses to confirm a caller’s insurance coverage before treatment begins. We evaluate campaigns over a meaningful call sample rather than judging individual calls in isolation. A normal VOB rate may generally fall between approximately 2% and 8% of calls, depending on program type, insurance requirements, operating hours, geography, admissions performance and other factors. This range is a performance benchmark, not a guarantee.
What Affects Actual Results
- Admissions-team answer rate and speed to answer
- Operating hours and after-hours coverage
- Insurance acceptance and in-network / out-of-network requirements
- Program availability (inpatient vs. outpatient focus)
- Geographic coverage
- Caller intent
- Buyer follow-up and call-handling quality
- Campaign traffic source
Call Duration and Quality
Call duration is tracked for every call and is the primary factor in determining billability. Program, geography and payer filters help route calls to the right buyer, but they do not override the 30-second billable-duration rule unless a written agreement specifically says otherwise.
Questions About a Call
Buyers can raise a question about a specific call through their account contact. Reviews are conducted against the 30-second billable-duration rule described above, not against whether the call happened to convert.
Related Pages
See also How It Works, Pricing, Volume & Buyer Requirements, Compliance and our FAQ.
Frequently Asked Questions
What makes a call billable?
Unless your written campaign agreement states otherwise, any call reaching 30 seconds in duration is billable, regardless of whether it later resulted in a VOB or admission.
Is the 2%–8% VOB range guaranteed?
No. It is a performance benchmark based on typical campaigns, not a guarantee. Actual VOB rates vary based on your admissions process, hours, insurance mix and other factors.
Are irrelevant or mismatched calls replaced or credited automatically?
No. Some irrelevant traffic can occur naturally given how difficult rehab and mental-health calls are to generate. A call is not automatically credited solely because it did not match every filter or did not convert — billability follows the 30-second duration rule unless your written agreement states otherwise.
Can qualification filters be customized per buyer?
Within reason, yes — geography, program and payer filters are set per buyer during onboarding, though most buyers are expected to accept calls nationwide.
