{"id":"e8b6bd453038446817c690dce90989d649f76fed31dd244034ceca22f15293a9","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"BMI-only communication script","text":"BMI-only communication script\n\n**Purpose:** Collect only what is needed to calculate BMI: height, current weight, units, and when the customer last weighed.  \n**Do not collect:** medical history, clinic charts, prescriptions, diagnoses, tobacco, diabetes, or any health-record lookup.  \n**Tone:** Neutral and brief. BMI is a number from height and weight, not a health interview.  \n**Use with:** `faq.md` and `objection.md`.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-0","file":"communication.md"}}
{"id":"5489dc6f559a175e13c39cf2b48355c472908d44c501e041fc2445891bbbd692","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"What we collect (BMI only)","text":"What we collect (BMI only)\n\n| Field | Why |\n| --- | --- |\n| Full name | So the BMI details belong to the right person |\n| Date of birth or age | Optional if you only need BMI; include if your form requires it |\n| Height | Feet + inches **or** centimeters |\n| Current weight | Pounds **or** kilograms — last scale reading, not a goal |\n| Date last weighed | This week / this month / estimate |\n| Units confirmed | So BMI is calculated correctly |\n\n**Do not ask on this script**\n\n- Doctor visits, lab results, or “pull my records”\n- Medications, conditions, or surgery history\n- Tobacco, alcohol, or family medical history\n- Permission to access medical files\n\nIf the customer starts volunteering medical history, thank them and steer back: *We only need height and weight for BMI.*\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-1","file":"communication.md"}}
{"id":"23d42abe429084650c119aa5b19ed2393152a4dd841808146f92e972cac8b372","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"Opening","text":"Opening\n\n> Thanks for your time. I only need a few details to calculate BMI: your height and current weight. We do not look up health records and we are not asking for medical history. It takes about a minute. Is now okay?\n\n**If they ask why**\n\n> BMI is weight relative to height. We calculate it from the numbers you give us. We do not request or use medical records for this.\n\n**If they hesitate**\n\n> I understand it can feel personal. I will only record height, weight, and when you last weighed. I will not comment on the number.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-2","file":"communication.md"}}
{"id":"faab40f909b69706056ce6173d3f77236ad1cbc5bceffbb2a2207bdbc96baa09","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"Confirm who we are measuring","text":"Confirm who we are measuring\n\n> This BMI is for [NAME] — is that you?\n\nIf it is for someone else:\n\n> I need *their* height and current weight, as they would state it — not a guess.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-3","file":"communication.md"}}
{"id":"a65a68be424c3ede419e04b1e09bb4d8d5c8f7bc78207ae553d2d085942f014e","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"Height","text":"Height\n\n> What is your height? Feet and inches, or centimeters, is fine. Without shoes if you know it.\n\n**Confirm**\n\n> So that is [X feet Y inches / Z cm]. Is that what you usually use?\n\n**If unsure**\n\n> What height do you typically give? We will record it as stated.\n\n**If they say “about 5'10\"”**\n\n> Closest actual height helps the BMI. Is it 5'10\", or closer to 5'9\" or 5'11\"?\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-4","file":"communication.md"}}
{"id":"2c77c9e9b77e32464956d36eb2af16afbc91281d993146a5a0ab23f007d92404","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"Weight","text":"Weight\n\n> What is your current weight from the last time you used a scale? Pounds or kilograms is fine.\n\n**Recency**\n\n> When was that — this week, this month, or an estimate?\n\n**If they give a range (“180 to 190”)**\n\n> BMI needs one number. What was the last reading on the scale — not a goal weight?\n\n**If they estimate**\n\n> I will mark that as an estimate and the date. A scale reading this week makes the BMI more reliable. Can you weigh in and share that number?\n\n**If they mention clothes**\n\n> Regular clothes on a home scale is fine. We are not using a clinic chart — just the number you tell us.\n\n**Do not ask** why the weight changed, medications, or doctor notes. If they mention a change:\n\n> Thank you. For BMI I only need the current number and the date. I will not record a medical reason.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-5","file":"communication.md"}}
{"id":"21f1388b5512d1a2666dbe5d689a065d56a8e2edf9b0b1ecaa8ece591cbe4fcd","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"Calculate and read back","text":"Calculate and read back\n\nBMI formula (for staff; you may share the result if they ask):\n\n- Metric: **weight (kg) ÷ [height (m)]²**\n- Imperial: **703 × weight (lb) ÷ [height (in)]²**\n\n> Let me read this back. Height [H], weight [W] as of [DATE], units [lb/kg and ft-in/cm]. We will calculate BMI from these figures only. Is that correct?\n\n> We are not attaching health records to this. BMI here is only from what you just told us.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-6","file":"communication.md"}}
{"id":"8d975e77c086489baad210d111212c50eafc359701174c74cc62dc94e246527a","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"Explain BMI (only if they ask)","text":"Explain BMI (only if they ask)\n\n> BMI is a simple ratio of weight to height. It does not diagnose anything and it does not come from a medical file. Two people can feel very different at the same BMI. We only store the inputs and the calculated BMI.\n\n**Do not say**\n\n- “You are obese / underweight / unhealthy.”\n- “We will check your doctor’s records.”\n- “Take off a few pounds for a better BMI.”\n\n**Do say**\n\n- “This is calculated from height and weight you provided.”\n- “No medical records are used.”\n- “If the weight was an estimate, a current scale reading will update the BMI.”\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-7","file":"communication.md"}}
{"id":"f3ef0b3593b3fd3c2ed93519742838d354bd3b7897afeb633253482b99093c09","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"Close","text":"Close\n\n> That is all I need for BMI. Thank you.\n\nIf weight was estimated:\n\n> When you have a scale reading, send height (if unchanged), weight, and the date, and we will update the BMI. Still no health records.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-8","file":"communication.md"}}
{"id":"5982ceb3b0df582abe0253edd2209c78caed36939fd3fa11fe8feee9fdeee23b","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"Phone (about 45 seconds)","text":"Phone (about 45 seconds)\n\n> For BMI only — no medical records — I need height and current weight. Height? … Weight and when you last weighed? … I will read that back: …","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-9","file":"communication.md"}}
{"id":"f5882a837022415487270f8dd42b74f84e384df49f51b6299cf308563ef817a9","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"SMS / form intro","text":"SMS / form intro\n\n> For BMI we only need: height, current weight, and the date you last weighed (ft-in or cm; lb or kg). We do not collect or look up health records. Reply with those three items.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-10","file":"communication.md"}}
{"id":"272703fa5a5d799df45fe43e5af3089e064eaec9a11db655c0e46c392e3a6c90","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"In person","text":"In person\n\nAsk height, then weight. Write the numbers, read them back, stop. Do not follow with medical questions.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-11","file":"communication.md"}}
{"id":"91b7c7b2ecdf8373d9bf87c927a97fae8b0243904913958f432259e19de71e8f","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"Quality checklist","text":"Quality checklist\n\n- [ ] Person identified (whose BMI)\n- [ ] Height + units\n- [ ] Weight + units\n- [ ] Recency or “estimate”\n- [ ] Read-back done\n- [ ] No health-record request\n- [ ] No medical-history questions added\n- [ ] Number not coached down or up\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-12","file":"communication.md"}}
{"id":"8caf9c46c50c17c3cc454ce118f9e16a0d082350274786d70473289855d6e9ae","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"Sample dialogue","text":"Sample dialogue\n\n**Agent:** I only need height and current weight to calculate BMI. We do not use health records. Is that okay?\n\n**Customer:** Why do you need my weight?\n\n**Agent:** BMI is weight compared with height. We calculate it from what you tell us. Nothing is pulled from a doctor’s file.\n\n**Customer:** I’m 5'10\" and about 220.\n\n**Agent:** Thank you. Is 5'10\" exact? And is 220 the last scale reading, or an estimate? When did you last weigh?\n\n**Customer:** Home scale this morning, 218.\n\n**Agent:** I will record 5'10\" and 218 pounds as of this morning, and calculate BMI from those two numbers only. Correct?\n\n**Customer:** Yes.\n\n**Agent:** That’s all for BMI. Thank you.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-13","file":"communication.md"}}
{"id":"a1bb2071c14585f8ec9fe302e354ad6a5277acd1b506c20bb6a1b59e01f3df80","vertical":"bmi","source_path":"knowledge_base/bmi_details/communication.md","doc_type":"communication","module":"bmi_communication","title":"Related files","text":"Related files\n\n- `faq.md` — BMI-only questions\n- `objection.md` — pushback when they do not want to give height or weight","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-14","file":"communication.md"}}
{"id":"62059d7189daf5a55b2859d20f60f09d30322081ec941c8639b837f35a335888","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"BMI-only FAQ","text":"BMI-only FAQ\n\nQuestions about collecting **height and weight to calculate BMI**. This process does **not** use health records, clinic charts, prescriptions, or medical-history interviews.\n\nPair with `communication.md` (how to ask) and `objection.md` (pushback).\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-0","file":"faq.md"}}
{"id":"06e1148c12acd1615c8054efb51fa76a1bad91f79ab6fdba1c4026ffb3bd20d4","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Scope","text":"Scope\n\n**In scope**\n\n- Height, current weight, units, date last weighed\n- How BMI is calculated from those numbers\n- Why we do not look up medical files\n\n**Out of scope (do not answer as if we collect them)**\n\n- Diagnoses, medications, labs\n- Access to doctor or hospital records\n- Tobacco, conditions, or family history\n\nIf asked about those: *We are not collecting that here. This file is BMI from height and weight only.*\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-1","file":"faq.md"}}
{"id":"2ad4e1984173823b1c5ad0197da0c29f896de0012d5b25f6a3c987bfa1f8e6eb","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Why do you need my height and weight?","text":"Why do you need my height and weight?\n\nTo calculate BMI (body mass index). BMI is weight relative to height. We use only the numbers you provide.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-2","file":"faq.md"}}
{"id":"c6816a5c907704339e4b73b413e0e31be0a807454ffb3d5bea67dde2b02cd0ec","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Will you pull my health records?","text":"Will you pull my health records?\n\nNo. This BMI capture does not request, download, or match medical records. There is no clinic lookup in this step.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-3","file":"faq.md"}}
{"id":"f0fae79bd44630fdc9edff1f9f224cd6a5770193ca026caa22235d2b3d05435f","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"What is BMI?","text":"What is BMI?\n\nA number from this formula:\n\n- **Metric:** kg ÷ (height in meters)²\n- **US customary:** 703 × lb ÷ (height in inches)²\n\nIt is a ratio, not a medical diagnosis and not a copy of a doctor’s note.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-4","file":"faq.md"}}
{"id":"6bab7973a85dfbf0082a9c7a5f3333bbabb1a20e6d31b355e799de5e156189f4","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Will you tell me my BMI?","text":"Will you tell me my BMI?\n\nYes, if you want it, after we have height and weight. It is the calculated result of those two inputs.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-5","file":"faq.md"}}
{"id":"2ff0adeb3de665c149cc500ab9abe61c1f559682377eaaaae7df69fdf5f34a1f","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Do you need my doctor’s weight?","text":"Do you need my doctor’s weight?\n\nNo. A home scale, gym scale, or any recent scale you trust is enough. We record *your stated* weight and the date. We do not need a printout from a clinic.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-6","file":"faq.md"}}
{"id":"2646a62d22918bc7f3ed3f53423785ed46ddbc1041fcb7668e0a5e56760c4390","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Do I have to be exact?","text":"Do I have to be exact?\n\nGive the most accurate current scale reading you can. A large guess changes BMI. If you are unsure, say it is an estimate and weigh in when you can.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-7","file":"faq.md"}}
{"id":"00a60c65a5195db6f796796bf75b9ea8291969c33967939e71142eb149a433d3","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"What if I do not know my weight?","text":"What if I do not know my weight?\n\nShare the last reading you remember and when it was, or weigh yourself and send the number. We will not fill the gap from medical records.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-8","file":"faq.md"}}
{"id":"5ba38b2b6c7df113be929951259a2b9ce13955d0663cbfee28de18c47d57dd7c","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Morning weight, clothes, or shoes?","text":"Morning weight, clothes, or shoes?\n\nUse a recent scale weight in normal clothes is fine. Height is better without shoes if you know it. We are not comparing to a hospital chart.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-9","file":"faq.md"}}
{"id":"bb1e282fc624ebe2c6252a0d62e7352da87090ffd26f4c93ed3e31426b531de8","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"What if I am muscular / BMI feels “wrong”?","text":"What if I am muscular / BMI feels “wrong”?\n\nBMI does not separate muscle from fat. We still record true height and weight. We do not adjust the number using medical files or extra tests in this process.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-10","file":"faq.md"}}
{"id":"6ab14939d45f1c460d09dc4623b502337caa967266fb176f75697cf2d292f88a","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"What if I am at a low weight?","text":"What if I am at a low weight?\n\nWe still only need accurate height and current weight. We do not investigate *why* through health records.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-11","file":"faq.md"}}
{"id":"18244544d088224960e07ac0c4329cb46a6c088c688edfce1ff0fe721978b037","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"My weight changes every day. Which do I give?","text":"My weight changes every day. Which do I give?\n\nOne recent typical reading (for example this morning) plus the date. Not your all-time high or low.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-12","file":"faq.md"}}
{"id":"43e5641828ce3ee1d411ddf4e61a7e3f10ec9e1142b9db2046a9122c8b3c09e6","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Can I use a goal weight or an old weight?","text":"Can I use a goal weight or an old weight?\n\nUse current weight. A goal or a number from years ago is not this BMI. We can update when you have a new scale reading.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-13","file":"faq.md"}}
{"id":"ba366145f37591141b543662e6e5592c66d8cb77b94683aecb7b529a304142e6","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Can I refuse?","text":"Can I refuse?\n\nYes. Without height and weight we cannot calculate BMI from your information. We will not substitute a number from records.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-14","file":"faq.md"}}
{"id":"adbe2f533ecf1115fb56da3648df70b6cf7adc8decac2f39359f9db63fee2c42","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Who sees these numbers?","text":"Who sees these numbers?\n\nOnly the people handling this BMI capture, as your process allows. It is height, weight, date, and calculated BMI — not a medical chart.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-15","file":"faq.md"}}
{"id":"ce1af2e5bb1c677fb6b4570fc5f53a789cb53bda5d94912a1d533a044c5b1058","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Do you store this with my medical history?","text":"Do you store this with my medical history?\n\nNo. Keep this file as BMI inputs only. Do not mix it into a health-record packet.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-16","file":"faq.md"}}
{"id":"bf92c6ac13bfc5323dad0efcbbdbc22e1baba765105de85a7e66f2dbbcdca18b","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Why don’t you just use my last physical?","text":"Why don’t you just use my last physical?\n\nBecause this workflow is designed **not** to use health records. You tell us height and weight; we calculate BMI.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-17","file":"faq.md"}}
{"id":"22253c0de1c668548c5c840189ba098cb96b2263df2fa6c97f8e9a1222dba664","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"How BMI is grouped (optional, illustrative)","text":"How BMI is grouped (optional, illustrative)\n\nThese labels are for explaining the *number*, not for pulling diagnoses.\n\n| BMI (approx.) | Common label used in general BMI charts |\n| --- | --- |\n| Below 18.5 | Underweight range |\n| 18.5–24.9 | Typical “healthy weight” range on public BMI charts |\n| 25.0–29.9 | Overweight range on public BMI charts |\n| 30.0 and above | Obesity range on public BMI charts (often subclassed 30–34.9, 35–39.9, 40+) |\n\nSay clearly: *This is the chart category for the calculated BMI. It is not a doctor’s diagnosis and not from your records.*\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-18","file":"faq.md"}}
{"id":"7b394b078d73346484e169e035186833adedfbdc6433206caaf15b37c06f87ce","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"What is the minimum to capture?","text":"What is the minimum to capture?\n\nWhose BMI, height + units, weight + units, when weighed (or estimate). Read back.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-19","file":"faq.md"}}
{"id":"49917e5d99cc7386c764ff7e858b9f0296aca0fffab891109d86b45fc045e946","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Metric vs imperial?","text":"Metric vs imperial?\n\nAccept either. Convert carefully (1 in = 2.54 cm; 1 kg ≈ 2.2046 lb). Confirm the converted figures. Calculate BMI in one consistent unit system.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-20","file":"faq.md"}}
{"id":"ad472e6c4352bbf560d6569241310b1413543731e1d2b7664c09f2ddaf01f0b3","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"May we round?","text":"May we round?\n\nDo not round in a way that changes BMI a lot. If they say 5'10.5\", record it. If they say “about 200,” mark **estimate**.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-21","file":"faq.md"}}
{"id":"b91984a03688f91e3663221ee7b17ec915d4d19069765b4024f837bbfa707053","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"What if they start listing medical problems?","text":"What if they start listing medical problems?\n\nAcknowledge once: *We are not recording medical history for this.* Return to height and weight.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-22","file":"faq.md"}}
{"id":"3985447eb352b0742d805797d97cb280144f4861f5dbd5d9ea2de03b9bf60cc8","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"What if they offer to send lab work or a portal screenshot?","text":"What if they offer to send lab work or a portal screenshot?\n\nDecline for this process: *We do not use health records for BMI. A scale weight is enough.*","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-23","file":"faq.md"}}
{"id":"e17bbf995a45e665f6b83bebe37f686882ee675afa02c4f1c80e2a6cedb7dac6","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"What if they want us to “look it up”?","text":"What if they want us to “look it up”?\n\n> We do not look up records. Please tell us height and the last scale weight.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-24","file":"faq.md"}}
{"id":"45d9b6b30fad689ac9e8453633e936c088b081b05d9ec61b0c5f513a192e1168","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Never","text":"Never\n\n- Request HIPAA medical-record release for this BMI step\n- Copy weight from an old chart “to save time”\n- Coach a lower or higher weight\n- Label the person with a disease from BMI alone\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-25","file":"faq.md"}}
{"id":"a387f24428fa4abfadcfdb3e87327d8d10df2c728ef8c00f2eb8b1ac759a9d79","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Short answers","text":"Short answers\n\n| They ask | You say |\n| --- | --- |\n| Why weight? | To calculate BMI from height and weight. |\n| Will you use my medical file? | No. |\n| I don’t know my weight. | Last scale reading and date, or weigh in and send it. |\n| Can you get it from my doctor? | No. We only use what you tell us. |\n| What is my BMI? | We will calculate it from the height and weight you gave. |\n| Can I skip this? | Then we cannot complete a BMI from your information. |\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-26","file":"faq.md"}}
{"id":"1db51eb275f9e378fb6e21ae436da1650815e9e1be0a803b7360c3b71d8ff402","vertical":"bmi","source_path":"knowledge_base/bmi_details/faq.md","doc_type":"faq","module":"bmi_faq","title":"Disclaimer","text":"Disclaimer\n\nThese FAQs are for a **self-reported height/weight BMI** workflow. They are not medical advice and not a substitute for clinical assessment.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-27","file":"faq.md"}}
{"id":"7bf45a189a32d42cd1bc4151ae197f3aa6b24f9245d506789534cd6bd2c2ea1c","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"BMI-only objections","text":"BMI-only objections\n\nReplies when someone does not want to give **height or weight**. This capture does **not** use health records. Do not offer to “pull the chart,” and do not turn the call into a medical interview.\n\nUse with `communication.md` and `faq.md`.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-0","file":"objection.md"}}
{"id":"acaa5f3ddfdde8328ac93d24b858d0006819c5a92e528035cd2eb7792d775305","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"Pattern for every objection","text":"Pattern for every objection\n\n1. **Acknowledge** in one sentence.\n2. **Clarify scope:** height, weight, date — no medical records.\n3. **Offer a smaller step:** type it, weigh later, last home-scale number.\n4. **Stop** if they refuse. Do not invent a BMI and do not fetch records.\n\n**Never:** joke about size, ask for diagnoses, or say “we can just use your doctor’s file.”\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-1","file":"objection.md"}}
{"id":"b617d604be9bed702f9720c722586a44c7e7164d4b651552a1026231f5bb38fc","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“That’s personal / none of your business.”","text":"“That’s personal / none of your business.”\n\n> I understand. I only need height and current weight to calculate BMI. We do not look up health records. I will not comment on the number.\n\n**If they still refuse to speak it:**  \n> You can type it or send a message instead of saying it out loud. Still just height, weight, and the date.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-2","file":"objection.md"}}
{"id":"c0177ea4128c89bb1092d11f1cd3e723258999b1dacaa270d1ece8443c255c26","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“Who sees this?”","text":"“Who sees this?”\n\n> Only the people handling this BMI. It is not a medical chart. We are not requesting records from a clinic.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-3","file":"objection.md"}}
{"id":"f93660ca5c2975864f07c1f49a24462e6adc4024c9e3b2c2d062a47d98797f1e","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“I don’t want this on a recording.”","text":"“I don’t want this on a recording.”\n\n> Follow your recording rules. Offer a written form. Do not collect the number some other hidden way, and do not pull it from records instead.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-4","file":"objection.md"}}
{"id":"46bc2e6a37c717f46c314f47e3365b9ef80e9ef16d412b7720b0e51d64b33d12","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“Just get it from my doctor / insurance / portal.”","text":"“Just get it from my doctor / insurance / portal.”\n\n> We do not use health records for this. Please tell me your height and the last weight you saw on a scale.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-5","file":"objection.md"}}
{"id":"8fbe3109bd2731f5f64335cd568ccbec378619dfe9bfd816ca1aba10fd2c2ff4","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“I already had a physical. You have it on file.”","text":"“I already had a physical. You have it on file.”\n\n> This step does not read medical files. A height and weight you give now is what we use for BMI.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-6","file":"objection.md"}}
{"id":"4c2d138f62a11f996a19147ebda140c9d919aa39d6f2deb8aac310517c975654","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“I’ll send my labs / visit summary.”","text":"“I’ll send my labs / visit summary.”\n\n> Please don’t — we are not collecting medical documents here. A scale weight is enough.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-7","file":"objection.md"}}
{"id":"febb59e9d856b16ab5a8d504468426ca05a3c111c78cf27049996ff3e6cfbbb9","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“HIPAA — you can’t ask my weight.”","text":"“HIPAA — you can’t ask my weight.”\n\n> You can decline. We are asking you to state height and weight, not to authorize a records release. If you prefer not to share, we will not calculate BMI from other sources.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-8","file":"objection.md"}}
{"id":"dd94610ae3049902abc47d05e1accf2b022e467e32d05e5ea1d12c518cf98705","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“I’m embarrassed / I don’t like my weight.”","text":"“I’m embarrassed / I don’t like my weight.”\n\n> You do not have to like the number. I only record it to calculate BMI. No records check, no commentary.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-9","file":"objection.md"}}
{"id":"c06a45d184e4eb19d69449082fc516e8c1c706a7cf061588d7e1c747546d42c1","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"Silence after you ask for weight","text":"Silence after you ask for weight\n\nWait a few seconds. Then:  \n> Last home-scale reading and roughly when is enough. We are not pulling a clinic number.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-10","file":"objection.md"}}
{"id":"03fcdd852d9f387535641bed71ea2c2e19cf1b704591b8ce0754249f7feff8a8","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“You’ll judge me.”","text":"“You’ll judge me.”\n\n> I will not comment. Height and weight in, BMI out. That is the whole step.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-11","file":"objection.md"}}
{"id":"5a4cc8b1a4ef6b42e133d21f522b6673c7cac79421af51e400884e0c9a015710","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“Put me down as less / more.”","text":"“Put me down as less / more.”\n\n> I cannot change the number. BMI is from the weight you actually last saw on a scale. We also will not replace it with a file from a doctor.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-12","file":"objection.md"}}
{"id":"7c67f1e5d9fa37e4b6318d3542a7246c9c7842378e0475f50a248e962be1dc2f","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“Use my goal weight.”","text":"“Use my goal weight.”\n\n> BMI here is current weight. When you have a new scale reading, we can calculate again. Still no health records.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-13","file":"objection.md"}}
{"id":"7423338d6bddfe792ad76546439d5897f2f611e815187d6d9f8bb59bfe785d80","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“Home scale is different from the doctor’s.”","text":"“Home scale is different from the doctor’s.”\n\n> Use the scale you have today and the date. We are not matching it to a clinic chart.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-14","file":"objection.md"}}
{"id":"82ee7db182d7a82e22e601dd5a472fc513a84ceda26ad88f8cd0e2d182fa6f7d","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“BMI is wrong for athletes.”","text":"“BMI is wrong for athletes.”\n\n> BMI does not measure muscle. We still need real height and weight. We will not adjust it using medical tests in this process.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-15","file":"objection.md"}}
{"id":"8b881bb54fe479e3e7ae621400919847d61b0622f5c4d17087b5a441698af8ee","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“Just skip it.”","text":"“Just skip it.”\n\n> Without height and weight we cannot calculate BMI. We will not fill it in from records.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-16","file":"objection.md"}}
{"id":"59fe8eef0fb5ea388827af1505e1ac5467ad16702effe781a07e3b5890aa42a3","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“Other people didn’t ask.”","text":"“Other people didn’t ask.”\n\n> This process is BMI from what you tell us. We keep it to those two measurements on purpose.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-17","file":"objection.md"}}
{"id":"15f72db8401c6b191e25e605cbb5f69f7badb157caef4e479b9c232da9dcd48e","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“I’m only browsing.”","text":"“I’m only browsing.”\n\n> Even a rough BMI needs a stated height and weight. Mark it as an estimate if it is not from a recent scale.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-18","file":"objection.md"}}
{"id":"e2792f18faaa635315402680a31e39e0f771ab99d0c96557d1b79ed7d6417acd","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“I don’t know my weight.”","text":"“I don’t know my weight.”\n\n> What did a home scale show last time you used it? If you do not remember, weigh in when you can and send the number. We will not look it up.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-19","file":"objection.md"}}
{"id":"4897b1953315b181da2971881adcb5472ec6de756636ce241d965fc9a12a36fa","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“I’ll call back.”","text":"“I’ll call back.”\n\n> That’s fine. When you have it: height, weight, date weighed. No medical paperwork.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-20","file":"objection.md"}}
{"id":"f0cf712219d572b0bd12d9f5e129345db81ef2cd8ffe7361b32eff1c63c953b5","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“It changes every day.”","text":"“It changes every day.”\n\n> One typical recent reading plus the date is enough.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-21","file":"objection.md"}}
{"id":"31ad61c7ba75c8f31ba3c0acec4015135c0078d2d597884c6ad07797d67e8844","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“I don’t want to say their weight out loud.”","text":"“I don’t want to say their weight out loud.”\n\n> They can tell us themselves, or send height and weight in writing. We still need *their* stated numbers, not a guess, and not a records pull.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-22","file":"objection.md"}}
{"id":"a920bff8a3d38953637aa6df9b9e0d763a10ae213ca5a136e51817a62bae6045","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“I don’t know Mom’s / my spouse’s weight.”","text":"“I don’t know Mom’s / my spouse’s weight.”\n\n> Please do not guess, and we will not retrieve it from a clinic. Have them share height, weight, and date.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-23","file":"objection.md"}}
{"id":"3ee692db7d0a28981daa9d6c8ded89e2c557987970c84e73c91bfad289246fa8","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“This is none of a medical company’s business.”","text":"“This is none of a medical company’s business.”\n\n> This is not a records request. If you do not want to give height and weight, we stop. We will not calculate BMI another way.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-24","file":"objection.md"}}
{"id":"26ab85930a83eaa2eaad75c6be09b1b6a8b4e5a415edba6105e5587e4cd0ea38","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"“I’m hanging up.”","text":"“I’m hanging up.”\n\n> Understood. If you continue later, it is only height, current weight, and when you weighed.\n\nIf they refuse: document **BMI not collected — customer declined**. Do not substitute health-record data.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-25","file":"objection.md"}}
{"id":"07d4da6bee793e8ee7aff89104b05e706b7e551f7120be0a967372530360e543","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"Staff reminders","text":"Staff reminders\n\n| You feel | Do this |\n| --- | --- |\n| Awkward | Ask height, then weight, then date. Stop. |\n| Tempted to use an old chart | Do not. This workflow is self-reported only. |\n| They dump medical history | “Not needed for BMI.” Return to the two numbers. |\n| They want you to lie | Refuse. Do not pull records to “fix” it either. |\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-26","file":"objection.md"}}
{"id":"6e43648c3e9f2e8e784b78b4b22dbbdc63bf67dd57e70d527311a18550b83fc3","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"Short card","text":"Short card\n\n| Objection | Reply |\n| --- | --- |\n| Personal | Height and weight only; no records. |\n| Get it from my doctor | We don’t use health records. Please state it. |\n| I’ll send labs | Not needed. Scale weight is enough. |\n| Embarrassed | Number only; no comment. |\n| Don’t know | Last scale + date, or weigh in later. |\n| Change the number | Cannot. BMI from what you tell us. |\n| Goal weight | Current weight; update later from a scale. |\n| Guess for a relative | They must state it; we will not look it up. |\n| Refuse | No BMI from records; leave it blank. |\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-27","file":"objection.md"}}
{"id":"1634db9a0d7573262375da6a2ef1661a5aa42a1e8f602ae641631ead9737566c","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"Close after a hard no","text":"Close after a hard no\n\n> I will not create a BMI from medical records or from a guess. If you share height, weight, and the date later, we can calculate it then.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-28","file":"objection.md"}}
{"id":"aa3facbbe01702afc3ab10fb3fc28f4e81c3cb746d0cbf2b02816e6858d3aa15","vertical":"bmi","source_path":"knowledge_base/bmi_details/objection.md","doc_type":"objection","module":"bmi_objection","title":"Disclaimer","text":"Disclaimer\n\nTraining language for a **self-reported BMI** step. Follow your privacy rules. Do not request medical-record access to complete this form.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-29","file":"objection.md"}}