Amazon Q in Connect — Healthcare Contact Center Agent Assist (HIPAA)
Kriv AI · Marketing & Sales
Certification per AWS Marketplace.
Evidence tier Source Confirmed · 4 captures on record
What the publisher says
As described on AWS Marketplace.
No vertical Q-in-Connect listings exist on AWS Marketplace today. Amazon Connect is widely deployed at payers and providers. Kriv AI is first with HIPAA-overlay Q-in-Connect + BAA-backed delivery + healthcare-specific agent-assist skills — same uncontested first-mover pattern as N39 Q Business for Life Sciences / Financial Services.
Amazon Q in Connect (GA with HIPAA eligibility) adds real-time generative-AI agent assist to Amazon Connect. Health payer and provider contact centers need far more than generic agent-assist deployment: real-time PHI redaction at Contact Lens transcription layer (HIPAA §164.514); agent-assist skills specific to healthcare workflows (eligibility + benefits, prior authorization, claim status + denial, provider directory, pharmacy + formulary, appeals + grievance, Medicare Advantage enrollment, Medicaid redetermination, EOB interpretation, COB resolution, care coordination, behavioral health triage, HEDIS gap-closure, Medicare STAR opportunities); CMS Medicare Advantage TPM marketing + sales call-recording compliance (42 CFR Part 422); CMS Medicaid MCO call-recording rules (42 CFR Part 438); NCQA Member Experience + URAC Health Call Center standards; TCPA + state insurance / Medicaid regulations; and integration with Customer's WFM (NICE IEX / Verint / Genesys WFM / Amazon Connect WFM). Generic Amazon Connect partners do not productize this overlay.
Show the rest of the publisher’s description (4 more lines)
Q in Connect architecture deployed. Amazon Q in Connect provisioned on Customer Amazon Connect instance (with executed BAA). Real-time transcription via Contact Lens with PHI redaction (HIPAA §164.514). Agent-assist skills — 3 / 10 / 20+ per tier: member benefits lookup; prior authorization; claim status + denial; provider directory; pharmacy + formulary; appeals + grievance; Medicare Advantage enrollment; Medicaid redetermination; EOB interpretation; COB; care coordination escalation; behavioral health triage; HEDIS gap-closure; Medicare STAR opportunities. Knowledge-base integration (payer contracts, CMS regs, state Medicaid rules, EOB templates, appeals letters). Contact Lens real-time sentiment + compliance flagging (HIPAA disclosure; CMS MA TPM 42 CFR 422; Medicaid MCO state). Supervisor dashboards. Automated QA scoring. Real-time + post-call coaching. WFM integration (NICE IEX / Verint / Genesys / Connect WFM). Audit trail (CloudTrail + Connect Analytics + Contact Lens → S3 Object Lock — 6-year HIPAA). Amazon Lex IVR self-service.
HIPAA / regulatory overlay. HIPAA Privacy + Security + Breach Notification Rules; HIPAA §164.514; CMS MA marketing + call-recording (42 CFR Part 422, TPM enforcement); CMS Medicaid MCO (42 CFR Part 438); 42 CFR Part 2 (SUD); ACA §1557; NCQA Member Experience + URAC Health Call Center; Joint Commission; TCPA + Telemarketing Sales Rule; state Medicaid + insurance; SOC 2 Type II; HITRUST CSF v11.6 + AI Security (optional).
Three tiers. Foundation $85K (4 weeks; 1 contact center; 3 agent-assist skills; PHI redaction via Contact Lens + Amazon Transcribe Call Analytics + Amazon Comprehend Medical; basic KB ingest; BAA execution; basic supervisor dashboards; 30-day warranty). Standard $150K (6 weeks; multi-CC OR 10 agent-assist skills; Contact Lens real-time sentiment routing; WFM integration; Amazon Lex IVR self-service; compliance flagging; coaching automation; 45-day warranty). Enterprise $225K (8 weeks; multi-entity rollout; 20+ agent-assist skills; full HIPAA overlay + HITRUST CSF v11.6 alignment + CMS Medicare Advantage TPM + state Medicaid compliance; 60-day hypercare). Optional Extra Skill $20K each.
Important disclosures. Kriv does NOT migrate Customer from legacy ACD to Amazon Connect (Connect migration scoped separately). Kriv does NOT operate Q in Connect post-deployment unless Managed Service retainer. Kriv issues no HIPAA / HITRUST / NCQA / URAC / Joint Commission certifications. No legal / regulatory / clinical advice (CMS MA TPM scoping does NOT replace dedicated CMS compliance counsel). Kriv does NOT write agent scripts / training content (Customer CX / training team retains ownership). AWS infrastructure costs (Connect per-minute / per-user; Q in Connect per-user / per-month; Contact Lens; Amazon Lex; S3 Object Lock; CloudTrail) separate per current AWS pricing. No AHT / FCR / CSAT / NPS / HEDIS / STAR outcome guarantee (AHT 15–30% reduction, agent time-to-proficiency 90 → 45 days are targets, not guarantees). Enterprise regulated overlay does NOT replace dedicated E3 / N8 / N11 / N15 / N23 engagements. Amazon Q in Connect HIPAA eligibility verified at engagement start. Anthropic CPN membership (April 9, 2026) — Kriv is a CPN partner, not an Anthropic-authorized reseller
Highlights
Highlighted by the publisher on AWS Marketplace.
First vertical Q-in-Connect PS listing on AWS Marketplace — HIPAA + BAA + CMS Medicare Advantage TPM marketing compliance (42 CFR Part 422) + CMS Medicaid MCO call-recording rules (42 CFR Part 438) + 42 CFR Part 2 SUD + ACA §1557 + NCQA Member Experience + URAC Health Call Center + Joint Commission + TCPA + state Medicaid / insurance regulations. Same uncontested first-mover pattern as N39 Q Business for LS / FS. 6–12 month window before Big-4 list vertical Q-in-Connect SKUs.
3–20+ healthcare agent-assist skills: eligibility/benefits, prior auth, claim status, provider directory, pharmacy/formulary, appeals/grievance, MA enrollment, Medicaid redetermination, EOB, COB, care coordination, behavioral health triage, HEDIS gap-closure, Medicare STAR. Contact Lens §164.514 PHI redaction at transcription. KB integration across payer contracts, CMS regs, state Medicaid rules.
Automated QA scoring + real-time supervisor coaching + post-call coaching + WFM integration (NICE IEX / Verint / Genesys / Amazon Connect WFM) + Lex IVR + supervisor dashboards + CloudTrail + Contact Lens transcripts to S3 Object Lock (6-yr HIPAA). $85K / $150K / $225K + $20K Extra Skill. AWS Select + CPN. BAA-backed. Industry targets: AHT 15–30% reduction; time-to-proficiency 90 → 45 days.
Agent build and provenance
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Compliance
- FedRAMPConfirmedNot listed90%, registry-checkedNo FedRAMP Marketplace entry matched this vendor's domain, checked 2026-08-27registry recordas observed 2026-08-27
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Vendor
External enrichment · as of 2026-08-29
Sources
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3 linksLinked repositories
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