PI “billable definition” template (one page)
If “billable” is vague, disputes become your whole program. This is a simple template you can copy into an email or Google Doc so everyone agrees on what counts (before routing begins).
What is a “billable definition”?
It’s the written definition of what counts as a billable transfer/lead. It protects both sides: buyers get stable quality, and sellers get stable delivery without constant argument.
Tip: keep it short. Complex rules are hard to enforce consistently and usually create more disputes than they prevent.
Copy/paste template
Use this as a starting point and edit the parts in brackets.
Program name: [Firm name] — PI Live Transfers
Start date: [Date]
Target states: [List]
Excluded states/metros: [List or “None”]
Delivery days: [Mon–Fri / etc.]
Delivery windows (ET): [11a–2p / 3p–6p / custom]
Daily cap: [#]
Case types: [MVA / truck / slip & fall / etc.]
Timeframe window: [ex: within 24 months]
Representation status: [Not represented / Any / custom]
Injury/treatment requirement (if any): [ex: injury + treatment intent]
Language requirements: [English / Spanish / Any]
Transfer method: Warm transfer to [number] / [ring group]
Connected-call buffer time: [ex: 90 seconds] (optional)
Disqualifiers: [Out of state / outside timeframe / already represented / wrong case type / etc.]
What buyer receives: [Call + notes + caller phone + (optional) recording + source/timestamp where supported]
Evidence for disputes: [Call recording + intake notes where available]
Credit rules: [Define what gets credited and the dispute window (ex: within 48 hours)]
Reporting: [Daily email + weekly rollup] (optional)
Start date: [Date]
Target states: [List]
Excluded states/metros: [List or “None”]
Delivery days: [Mon–Fri / etc.]
Delivery windows (ET): [11a–2p / 3p–6p / custom]
Daily cap: [#]
Case types: [MVA / truck / slip & fall / etc.]
Timeframe window: [ex: within 24 months]
Representation status: [Not represented / Any / custom]
Injury/treatment requirement (if any): [ex: injury + treatment intent]
Language requirements: [English / Spanish / Any]
Transfer method: Warm transfer to [number] / [ring group]
Connected-call buffer time: [ex: 90 seconds] (optional)
Disqualifiers: [Out of state / outside timeframe / already represented / wrong case type / etc.]
What buyer receives: [Call + notes + caller phone + (optional) recording + source/timestamp where supported]
Evidence for disputes: [Call recording + intake notes where available]
Credit rules: [Define what gets credited and the dispute window (ex: within 48 hours)]
Reporting: [Daily email + weekly rollup] (optional)
Common mistakes that create disputes
- No buffer time: quick hangups become constant “non-billable” arguments
- Timeframe not defined: “recent accident” means different things to different people
- Case type too broad: ask for what you can actually work and sign
- Routing outside coverage: low answer rate makes everything look “bad”
- No dispute window: disputes show up weeks later when nobody can investigate
Need help setting caps + hours? See PI caps & day-parting.
Next step: match inventory to your definition
Send your target states, hours, cap, and case-type focus. We’ll confirm availability and align the definition in writing before launch.