Paul is built on a platform called Retell AI, which powers his voice and conversation capabilities. Behind the scenes he is connected to all of our systems — Zoho CRM, our member portal, Quest Diagnostics for drug tests, TazWorks for background checks and MVRs, and our payment processor. When a customer calls in, Paul pulls up their account in real time and handles the conversation from there.

Paul speaks English and Spanish fluently. He does not sound like a robot — he sounds like a professional team member. He knows our pricing, our services, our compliance requirements, and our workflows. He has been trained on our knowledge base including everything from drug testing rules to FMCSA regulations to our cancellation policy.

Right now our main phone numbers live in JustCall, which is the system the team uses to make and receive calls. Here is what is changing:

When a customer calls one of our main numbers, JustCall will automatically forward that call to Paul first. Paul answers, helps the customer, and handles as much as he can on his own. If the customer asks to speak to a person, or if Paul cannot handle the request, he transfers the call back to JustCall where it rings through to the team as normal. The customer never knows they are being forwarded — from their perspective they just called our number and someone answered.

After hours Paul answers the same way. He tells the customer it is after business hours, handles what he can, and takes a message for anything that needs a team member. Those messages get logged so the team can follow up the next morning.

• Every call gets answered immediately 24 hours a day, 7 days a week
• Routine requests like ordering a drug test, checking a background status, or resending an email get handled automatically without the team having to pick up
• The team only gets involved for complex situations, new enrollments, cancellations, and anything that needs a human touch
• No call goes unanswered even if the whole team is busy

Paul is not replacing anyone on the team. He is handling the repetitive and routine calls so the team can focus on higher value work like renewals, new enrollments, and complex compliance questions.

Effective today, all new drug test orders route through Quest Diagnostics via their API. This means:

• Drug tests ordered through the member portal, the Command Center, or by calling Paul all go directly to Quest automatically
• The nearest collection clinic is auto-selected based on the caller's ZIP code
• The QPassport (the equivalent of the ePass from eScreen) is emailed directly to the driver automatically
• eScreen is no longer used for new orders. We are still receiving results back from eScreen for any older orders that were placed before today, but no new orders go there

TazWorks is back online for all background products:

• Background Check Only
• Driving Record (MVR)
• Bundled Package (BGC + MVR together — one QuickApp covers both)
• PSP Crash and Inspection History
• Limited Clearinghouse Query
• Full Clearinghouse Query

Results from TazWorks are now automatically received, filed to the carrier's WorkDrive folder, and emailed to the DER. A Desk ticket is created automatically if a result comes back for review or with an issue.

For MVR, background checks, PSP, and Clearinghouse orders, the consent form must go to the driver's personal email only — never the DER's email. This is federal law. Paul enforces this automatically but the team should know this rule too.

• Paul asks for the DOT number first to pull up the account
• He confirms the caller is a contact on the account before doing or sharing anything
• If someone asks to send information to a different email or phone number, Paul sends a one-time verification code to the contact info on file to confirm identity first

• Collects driver email, mobile, and ZIP code
• Auto-selects the nearest Quest collection clinic
• Offers to show 3 nearest clinics if the caller asks
• Collects payment before placing any order — card on file first, then invoice by email or SMS payment link

• Handles BGC, MVR, PSP, and Clearinghouse orders
• Enforces FCRA consent rules automatically — consent always goes to the driver's personal email, never the employer
• Bundles BGC and MVR into one QuickApp automatically when both are ordered together

• Looking up the status of a background check or MVR order
• Resending a background report
• Sending Clearinghouse login instructions to a driver for Full CHQ orders
• Answering pricing questions including SAP program, DOT Physical, Clearinghouse Account Setup
• Handling cancellation calls with a retention script — Paul never silently cancels an account, always transfers to a team member after collecting information
• Routing non-trucking companies like school districts, home health agencies, and plumbing companies to our backgrounds team
• Routing non-customers to orderlabtest.com
• Handling Spanish callers seamlessly — stays in Spanish through the entire call including transfers
• Taking messages after hours

Paul actually operates as six specialized agents behind the scenes. The caller never knows this — it always sounds like one seamless conversation with Paul. But depending on what the caller needs, Paul shifts to the right specialized agent to handle it:

The member portal is live and active subscribers can use it to:

• Order drug tests (now routes to Quest)
• Order MVR, background checks, PSP, and Clearinghouse queries via TazWorks
• Add and remove drivers
• View compliance status and billing
• Access their WorkDrive documents

Login is simple — enter DOT number, select which phone to text (last 4 digits shown), enter the one-time code. No password to remember. Paul will direct customers to the portal as a self-service option whenever it makes sense.

Nothing goes out without payment confirmed first. No orders, no QuickApps, no background consent forms, nothing. Paul collects payment before proceeding with any order. Card on file is always offered first (last 4 digits only — full card numbers are never read or shared). If no card on file the caller gets an invoice by email or SMS payment link. The team should follow this same rule on any calls they handle directly.

Paul only communicates with verified contacts on the account. SMS and emails only go to phone numbers and emails already on the account. If a caller asks to send to a different contact, Paul verifies via one-time code first. The team should follow the same rule — never send account information to an email or number that is not on file without verifying first.

Paul will be live on these numbers once call forwarding is set up this week. Until then the team handles calls as normal. You will receive a separate notification when the forwarding goes live.

• Call forwarding from JustCall to Paul — being set up after final testing this week

O/O NOTIFICATION TEMPLATES (VID Managed)

SMS via JustCall 623-343-1333 · Email from consortium@verticalidentity.com

DAY 0 — INITIAL NOTIFICATION (SMS + Email)

DAY 2 — FOLLOW-UP (SMS)

DAY 4 — REGULATION WARNING (SMS)

DAY 6 — FINAL NOTICE (SMS)

POST-PASSPORT — CONFIRMATION (SMS)

DER NOTIFICATION TEMPLATES (Carrier Managed)

All emails from consortium@verticalidentity.com

WEEK 0 — SELECTION LIST (Email to DER)

WEEK 3 & 6 — REMINDER (Email to DER)

WEEK 8 — DESK TICKET + WEEKLY EMAILS BEGIN

POST-SCHEDULED FOLLOW-UP TEMPLATES (eScreen — SMS Only)

SMS via JustCall 623-343-1333 · For drivers who scheduled via eScreen but haven't visited the clinic

DAY 4 — FRIENDLY REMINDER (SMS)

DAY 6 — PARTNER TONE (SMS)

DAY 8 — REFUSAL WARNING (SMS)

TRACK 1: OUTSIDE NETWORK — CCF COLLECTION TEMPLATES

SMS via JustCall 623-343-1333 + Email from consortium@verticalidentity.com · Driver testing at own clinic, waiting for CCF proof

DAY 2 — FRIENDLY CHECK-IN (SMS + Email)

DAY 4 — URGENT REMINDER (SMS + Email)

DAY 6 — VIOLATION WARNING (SMS + Email)

DAY 7 — REFUSAL WARNING (SMS + Email)

TRACK 2: CCF RECEIVED — LAB RESULTS COLLECTION TEMPLATES

SMS via JustCall 623-343-1333 + Email from consortium@verticalidentity.com · CCF in hand, waiting on lab results

DAY 0 — IMMEDIATE ACKNOWLEDGMENT (SMS + Email)

DAY 3 — FOLLOW-UP (SMS + Email)

DAY 6 — OVERDUE WARNING (SMS + Email)

DAY 8 — FINAL WARNING (SMS + Email)

Renewal Notification Templates