Attachment 23 Monthly Calls Encounter Data.xlsx

The file is a monthly performance tracking spreadsheet for the Global Nurse Advice Line - Next Generation (GNAL-NG) contract, detailing call and encounter metrics from March 2024 through February 2025. The data tracks total calls handled, IVR inbound calls, calls answered, nurse-connected calls, and encounter volumes, with monthly fluctuations ranging from approximately 73,000 to 91,000 total calls and 41,000 to 53,000 encounter volumes.

Key performance indicators include daily encounter extremes, with the highest daily encounters typically ranging between 1,973 and 2,414 calls, and the lowest daily encounters between 647 and 1,114 calls. The spreadsheet provides a comprehensive view of the telehealth service's operational metrics, supporting the Defense Health Agency's GNAL-NG contract (Solicitation Number: HT0011-25-R-0044), which provides 24/7 telehealth registered nurse services for Military Health System beneficiaries, including triage, self-care advice, health inquiries, and care coordination services.