# How did a primary care practice use AI to cut hold times?

> Annapolis Internal Medicine (Maryland) uses an Assort Health voice agent for scheduling calls. Assort reports a 220% increase in labor capacity and a 75% reduction in hold times.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Annapolis Internal Medicine (primary care practice)
- **Industry:** Hospitals & Health Systems — Primary care
- **Roles:** Patient Access & Outreach
- **Tools:** Voice AI agent (Assort Health)
- **Status:** production · **Agent pattern:** voice-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- labor capacity: 220% increase [1] (self-reported)
- hold times: 75% reduction [1] (self-reported)

## How it works
1. Voice agent answers calls and books appointments, including flu shots.
2. Staff handle complex requests.

## Risks & compliance
- PHI handling (HIPAA); EHR write access
- Escalation rules needed for clinically urgent requests
- Vendor-published results; not independently audited

## Sources
1. Assort Health, "Annapolis Internal Medicine customer story" (undated; accessed 2026-10-17) <https://www.assorthealth.com/customers/annapolis-internal-medicine-customer-story>
   > "8% of inbound calls were missed, impacting appointment volume"

Canonical: https://agentcasefile.com/cases/annapolis-internal-medicine-assort-voice-ai/ · License: CC BY 4.0 (summary) · Source: Agent Casefile