Customer incapacity management
Financial communications can be managed to account for customer incapacity. A determination can be made that a primary responder is unable to receive or respond to a financial communication due to incapacity. The determination can be made based on a change in account activity or a lack of responsiveness. Based on a type of the financial communication, a secondary responder can be identified, and the financial communication of the primary responder is sent to the secondary responder.
1. A system, comprising:
a processor coupled to a memory storing instructions that when executed by the processor cause the processor to:
determine a primary responder is unable to receive a financial communication due to incapacity based on a change in account activity, wherein the change comprises an absence of account logins;
identify a type of the financial communication;
determine a secondary responder based on the type; and
send the financial communication of the primary responder to the secondary responder.
2. The system of claim 1 , the instructions further cause the processor to determine the primary responder is unable to receive the financial communication based on a failure to respond to a confirmation request.
3. The system of claim 1 , wherein the change in the account activity further comprises consistent healthcare related charges.
4. The system of claim 1 , the instructions further cause the processor to:
detect a change in account activity;
send the primary responder a confirmation request after the change is detected; and
determine the primary responder is unable to receive the financial communication based on a failure to respond to the confirmation request.
5. The system of claim 1 , the instructions further cause the processor to prevent future financial communications from being sent to the secondary responder after the primary responder interrupts communications.
6. The system of claim 5 , wherein communications are interrupted when the primary responder responds to a confirmation request.
7. The system of claim 1 , the instructions further cause the processor to send the financial communication to the primary responder and the secondary responder.
8. The system of claim 1 , the instructions further cause the processor to request that the secondary responder accept the financial communication prior to the financial communication being sent to the secondary responder.
9. A method, comprising:
executing, on a processor, instructions that cause the processor to perform operations comprising:
sending a confirmation request to a primary responder based on detecting an increase in healthcare related transactions;
determining the primary responder is unable to receive a financial communication due to incapacity based on a failure to respond to the confirmation request;
identifying a type of the financial communication;
determining a secondary responder based on the type; and
sending the financial communication of the primary responder to the secondary responder.
10. The method of claim 9 , the operations further comprising sending the financial communication to the primary responder and the secondary responder.
11. The method of claim 9 , the operations further comprising preventing future financial communications from being sent to the secondary responder after intervention by the primary responder.
12. The method of claim 9 , the operations further comprising sending a request to the secondary responder to accept the financial communication.
13. The method of claim 12 , the operations further comprising locating a different secondary responder and sending a request to the different secondary responder to accept the financial communication when the secondary responder fails to accept the financial communication.
14. A method, comprising:
determining that a primary responder is unable to receive a financial communication due to incapacity;
identifying a type of the financial communication;
determining a secondary responder based on the type; and
sending the financial communication of the primary responder to the secondary responder unless the primary responder interrupts the financial communication.
15. The method of claim 14 , further comprising determining the primary responder is unable to receive the financial communication based on changes in account activity.