Behavioral Baseline · Shadow Mode · 90 Days
Shadow Evaluation Guide
A structured, no-cost process for payer operations teams to establish a behavioral baseline for incoming AI voice calls — without changing anything in your call flow.
What shadow mode measures: disclosure timing vs. impersonation latency
What This Is
- No cost. No vendor changes. No production risk.
- You run it in shadow mode alongside your current operations.
- Goal: produce a written behavioral baseline showing how AI voice agents currently disclose, escalate, and log calls to your administrative lines.
- This is not a pilot program. There is no certification, no SLA, and no commitment beyond sharing anonymized findings with the community if you choose.
What You Need
- Access to call logs or recordings for a sample of incoming administrative calls (eligibility, claim status, prior authorization).
- About 30 minutes of staff time for orientation.
- Willingness to share anonymized findings if you choose to.
The 90-Day Structure
Month 1 — Behavioral Baseline
Log incoming calls. Identify which callers are AI voice agents. Record disclosure timing, escalation behavior, and audit trail presence.
Month 2 — Gap Analysis
Evaluate identified AI calls against the v1.3 controls (IDG-01, PDX-01, DBC-01, EIT-01, plus the supplemental ATR-01 audit-trail control). Quantify what passes, what fails, what is ambiguous.
Month 3 — Written Assessment
Compile findings into a short written assessment. Share the anonymized results with the community to help inform the next version of the proposal.
The Controls You Are Observing
| Control | What it requires |
|---|---|
| IDG-01 | Disclose AI identity at call start, before any data exchange. |
| PDX-01 | No PHI or credentials exchanged before identity disclosure is confirmed. |
| DBC-01 | No deceptive audio artifacts — no fake breathing, no human-name openers. |
| EIT-01 | Immediate, clean escalation path to a human on request. |
| ATR-01 | Basic audit log — enough to reconstruct when disclosure occurred. |
How to Start
Email contact@nhid-clinical.org with the subject line "Shadow Evaluation". Include your role and the workflows you want to observe.
Related Resources
- Tier 0 Shadow Pilot Kit → — capture schema, measurement script, 30-day plan, report template
- For Payers guide → — full 90-day pilot framing
- Evidence Pack → — guarantees, failure trace, audit model
- Reference demonstration line → — hear the disclosure controls in a real call
Shadow mode in one sentence
Observe today's AI voice traffic against IDG-01, PDX-01, DBC-01, EIT-01, and ATR-01 — log what passes, what fails, what is ambiguous — then decide what to require in the next contract cycle.
Start shadow evaluation → Download PDF →Open for feedback
Questions? Reach out directly.
Whether you have a process question, a concern about the controls, or you want to share what you're seeing in your own call traffic — feedback from payer operations teams is what shapes this work.