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ResMed Help Center

Understand live call transfer

Live call transfer offers a personal approach to patient outreach and is designed for patients that need more hands-on help when requesting CPAP supplies. 

How does live call transfer work?

With live call transfer, we call your patients using the Interactive Voice Response (IVR) system and automatically transfer them to a live agent after confirming their identity.

Our experienced Customer Service Representatives (CSR) help with the supply request process and educate your patients on the importance of resupply and adherence to therapy.

Before you can assign live call transfer to your patients, you must enable it.

Note: Live call transfer may be subject to additional charges. We recommend you review your service agreement or contact your Solutions Operations Specialist for pricing details. 

How often does the system contact a patient with live call transfer?

Patients with live call transfer as their preferred outreach method receive a call once a week for up to five weeks (unless the patient responds and completes the questionnaire).

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