Carrier Onboarding Verification FAQ

How does the verification voice agent work?

Our voice agent places automated, natural-sounding calls to newly onboarded carriers within 30 minutes of signup. The agent collects critical verification data by asking direct questions about MC number validity, insurance coverage, and bank account confirmation. All responses are recorded and cross-referenced against FMCSA and insurance databases in real time.

The entire call typically takes 3-5 minutes. If the carrier refuses or cannot verify, the system escalates to your compliance team with a summary of what was collected.

What happens if a carrier fails verification?

Carriers who cannot be verified through the voice agent receive an automated alert and are marked as unverified pending manual review. Your compliance team gets a prioritized ticket with:

• Full call transcript showing exactly what the agent asked and what response was given
• Confidence score on the verification result (high / medium / low)
• Suggested next steps (re-call, manual verification, escalation)

Carriers can also re-attempt verification through a self-service SMS link while your team handles the manual review.

How is carrier data secured during verification calls?

All voice calls are encrypted end-to-end (TLS 1.3). Transcripts are stored in secure, FMCSA-compliant AWS infrastructure with:

• AES-256 encryption at rest
• Role-based access control (only your compliance team can review)
• Automatic deletion after 90 days (configurable)
• Full audit logs of who accessed what transcript and when

We do not retain or resell carrier data. Verification results are used only to complete your onboarding workflow and are deleted per your retention policy.

Can the agent verify carriers in languages other than English?

Yes. The agent currently supports English and Spanish out of the box. For carriers who prefer other languages, the system can transfer the call to a bilingual specialist in under 10 seconds, or you can queue the verification for manual handling by your own team.

We plan to add Portuguese and Mandarin support in Q3 2026 based on customer demand.

Is this compliant with DOT, FMCSA, and industry regulations?

Yes. The verification process aligns with FMCSA CSA scoring requirements and follows best practices for carrier vetting outlined by the ATA and TIA. Key compliance features:

• Explicit consent collected before calling (via email or SMS)
• Full TCPA compliance (do-not-call registry screening, opt-out handling)
• MC number validation against live FMCSA database
• Insurance verification through real-time carrier API
• Call recordings retained for audit trail (configurable retention)

Our legal team audits this quarterly. Contact us if you need specific compliance documentation for your state.

What is the verification accuracy rate?

Our agents successfully complete verification calls 91-94% of the time on the first attempt, with an additional 4-6% completing on second attempt within 24 hours. Reasons for incomplete verification include:

• Carrier does not answer (10-15% of calls; retry queue handles this)
• Call disconnected or poor audio (1-2%)
• Carrier refuses to provide info (2-3%)

For the 6-9% that don't complete automatically, your team receives a priority alert to follow up manually. Most of these resolve to verified status within one business day.

How long does the verification process take?

From signup to verified status:

• 30 minutes - Agent places first call
• 3-5 minutes - Agent completes the verification call
• Instant - Verification result pushed to your TMS via webhook
• 24 hours - Full compliance audit trail available in your dashboard

If a carrier doesn't answer the first call, the agent retries automatically within 2-4 hours. You can configure retry windows based on your operational needs.

How does this integrate with my TMS or dispatch system?

We provide REST APIs and webhook delivery for real-time integration. Verification results can be pushed to:

• Your TMS directly via webhook (Pinpoint, Truckloads.com, PLS Pro, etc.)
• Your internal database via our API (standard JSON responses)
• Slack or email for manual review workflows

We handle the heavy lifting: retry logic, escalation queuing, compliance logging. Your TMS gets a simple pass/fail result with a timestamp. Setup typically takes 2-3 hours and requires one API key.

What data does the agent collect from each carrier?

The verification call collects the following, in plain language:

• Confirmation that the carrier is the actual business owner/dispatcher
• Validation of their active MC number against FMCSA records
• Proof of active insurance (date, policy carrier, coverage limits)
• Bank account confirmation for ACH payment setup
• Verbal agreement to your carrier terms

If any of these cannot be verified, the agent marks it clearly and escalates. You retain full control over which data points are required vs. optional for your business.

How much does this cost? What's the ROI?

Pricing is $0.85 per completed verification call, plus a flat platform fee of $500/month for dashboard access and API unlimited calls.

ROI for most carriers:

• Manual verification costs ~$8-12 per carrier in labor (assuming $25/hour compliance staff)
• Our solution costs $0.85/call with 91-94% first-attempt success
• You save 80-90% per verification, or ~$7-11 per carrier on average

For high-volume onboarding (500+ carriers/month), the payback period is typically 4-6 weeks. We also offer volume discounts and can discuss custom pricing for enterprise customers. Contact sales for a personalized ROI analysis.

Do I need to train my team to use this?

No formal training is required. The system is designed for minimal overhead:

• Setup - 1 engineer, 2-3 hours (one-time)
• Daily use - Your team reviews alerts and manually verifies flagged carriers. Dashboard is intuitive; most operators are comfortable within 15 minutes.
• Support - We provide 24/5 chat support and an onboarding specialist for the first 2 weeks free

If you prefer, we can do the integration work for you at cost.

What if a carrier disputes the verification result?

Carriers can request a manual review or re-attempt at any time. When a dispute is filed:

• Full call transcript and recording are available for the carrier and your compliance team to review
• Our team investigates the agent's questions and responses within 4 business hours
• If we find an agent error, verification is immediately corrected at no cost
• If the agent correctly captured the carrier's responses, we can review the FMCSA/insurance data sources with them

Disputes are rare (under 0.5%) and most resolve within 1 business day.

Can I customize the verification questions?

Yes, within limits. We support custom questions for your business-specific requirements, such as:

• Hazmat certification verification
• Preferred lane/region confirmation
• Reference carrier checks
• Equipment type availability

Custom question setup takes 1-2 weeks (our team reviews for compliance first). There is a one-time setup fee of $1,500 for complex customizations, or free for simple add-ons.

What if a carrier never answers the phone?

The system handles non-responders with a built-in retry strategy:

• Attempt 1: Within 30 minutes of signup
• Attempt 2: Within 4 hours (skip if carrier answered on attempt 1)
• Attempt 3: Next business day (morning)

After 3 attempts, the carrier is flagged for manual follow-up. Many carriers do answer on the second or third call. For carriers who never respond after 7 days, you can auto-reject them from your onboarding queue or escalate to your sales team.