Navigator calls disconnecting unexpectedly

Incident Report for Luma Health

Resolved

Resolved - Between approximately 7:00 AM ET and 10:28 AM ET, some patient calls to Navigator were dropped mid-conversation after the greeting played. The cause was an unannounced change made by our third-party voice AI vendor, which affected our integration's ability to process the conversation.

Our team identified the issue and performed a global failover to a backup voice vendor, which stopped the dropped calls. We have also escalated the issue to the original vendor.

We are working with the vendor to establish advance notification for future changes, and we are strengthening our automatic failover detection so similar issues are caught and resolved faster.

We know how disruptive this is when it affects patient care, and we apologize for the impact.

Posted Oct 05, 2026 - 02:00 PDT