Handling BOT/Robo Calls

Recognize a Bot Call

Many of us have experienced infamous BOT calls; it will appear that you are speaking with a patient, but they will repeat themselves, often fill in silences with "uh huhs" or "mm hmms", talk to other people and when you stop responding they will try to engage you again.

These BOTs are meant to deter telemarketers and they’re pretty effective!

 What is a BOT call?

Answer Bots are pre-recorded audio files that are played back to spam robocallers to trick them into having long conversations with an imaginary friend. There are many 'Answer Bots' to choose from that range from mildly annoying to downright hysterical; you can choose whichever ones you like, make your own (iOS only), or even disable them with a very polite but to-the-point recording.

One example of a BOT call can be found by clicking the link below (please use headphones if listening so as not to distract those around you from actual calls): https://www.youtube.com/watch?v=0Ry_CIxDdP

Handling a Bot Call

We want patients to know that their HME is trying to reach them.

 Follow this steps once you are certain you have received a Bot call. 

• Disconnect the call, taking note of the phone number.
• Call the patient back (be sure you verify the account if you reach the patient)
• Create a task in RSS to note the Bot call and your attempt to reach the patient back.
• Create a Salesforce case.

 If you get a voice mail, advise the patient of who you are and why you are calling, providing the number for ReSupply 844-371-8195, so the patient can note this is a valid number and not a telemarketer. 

When leaving a voice mail we want to use these basic guidelines

• Your name
• ResMed ReSupply calling for (HME name)
• Who you are trying to reach (First name only)
• Request for them to call back at 844-371-8195

Example: “Hi, my name is John with ResMed ReSupply. I am calling on behalf of Norco for Jane Doe. We are looking to speak with Jane directly, please call us back at 844-371-8195 and we will be happy to assist you. Have a great day!”

 If you receive an email/voice mail that is a Bot Call in the message.

Categorize your case accordingly and Close - No Action your case.

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