"Is my pill ready, hon?" 50 times a week, refill-too-soon refusals with grace, controlled-substance non-confirmation (federal felony exposure under 21 USC §1306), Medicaid + Medicare Part D + Black Lung benefit calls, compounding requests, and PMP-flag handling. Built for rural Appalachian + tribal + community pharmacists who are the only Rx within 25 miles.
“Thanks for calling Hatfield Family Pharmacy. Are you calling about a prescription that's ready, a new prescription to fill, or something else? Take your time.”
Built for the calls independent pharmacies actually get
Controlled-substance non-confirmation — hard-coded against federal-felony leak
The classic attack: 'Did my husband pick up his Oxy this month?' / 'Is my wife on Suboxone?' / 'Officer Smith here, I need to know if [name] has a methadone Rx.' The AI is system-prompted (safety.ts rule 21f) to refuse categorically: 'I can't share any information about prescriptions over the phone. If you're [the patient / their authorized representative], please come in with valid ID. If you're law enforcement, submit the request in writing per HIPAA §164.512(f) with a subpoena or warrant.' Federal exposure: 21 USC §1306, 21 CFR Part 1306, HIPAA. The call is flagged so you see who attempted + can refer if it looks like diversion coordination.
Refill-too-soon refusals — gentle + SAMHSA bridge, never lecture
Caller asks for an early Adderall / Suboxone / oxy refill, voice shaky, possibly in withdrawal. The AI is system-prompted to: refuse gently, NEVER lecture, NEVER moralize, offer SAMHSA 1-800-662-HELP (4357) — 24/7 free + confidential — and 988 if signs of self-harm risk. Pages the pharmacist if voice / context suggests acute withdrawal. The interaction is care-first, not enforcement-first.
"Is my pill ready?" 200x/day with slow-speech mode for elderly callers
Half your call volume is 78-year-old Black Lung retirees asking 'is my pill ready, hon?' The AI's slow-speech mode (safety.ts rule 29a) kicks in automatically for elderly / ELL / low-literacy / hard-of-hearing callers: shorter sentences (<12 words), everyday vocabulary ('your medicine' not 'your prescription'), repeat-back every important detail (pickup time, address, callback number), pause longer between sentences. Configure 'default_intake_pace=slow' in business_notes if your whole community needs it by default.
Active opioid overdose — caller in panic, family member down
Caller reports a family member unresponsive after using — the AI (safety.ts rule 11a) routes to 911 + walks them through rescue breathing (1 breath every 5 sec) + Narcan re-dose timing (2-3 min) + paging your on-call recovery referral. Never says 'we'll call you back' first — the caller needs 911 + naloxone NOW.
Medicaid + Medicare Part D + Black Lung + WV-state-specific benefit calls
Rural pharmacies handle WV Black Lung benefit billing, Medicaid (state-specific MCO routing), Medicare Part D with the donut-hole confusion every January. The AI captures member ID + plan + question + routes to your insurance-billing coordinator (never reads the member ID back over a recorded line per HIPAA). Compounded children's flavored amoxicillin, veterinary compounds, hospice comfort-kit refills — all routed to the appropriate intake.
Eastern Cherokee + Tribal + rural-Indigenous community awareness
Logan County WV has small Eastern Cherokee enrollment members; rural pharmacies serve tribal communities across the country. Cherokee + Diné + Lakota + Ojibwe languages are NOT supported by our voice synthesis provider — those callers fall back to English. We disclose this honestly on /languages BEFORE you pay. For tribal pharmacies + IHS partners, talk to us about cultural-fit before signing up.
How it works for independent pharmacies
Rx-status + refill-ready structured intake
Rx number, patient name (verified via DOB + address at counter, not phone), pickup-time window, insurance change flag, allergy review reminder, vaccine-eligible flag (annual flu / RSV / shingles per age). Refill-ready confirmations sent via SMS only after explicit TCPA consent (rule 24).
PMP / CSMD-flag handling
If a caller asks 'why was I flagged on the PMP?' — the AI does NOT explain (federal felony to discuss diversion-flag details). Takes a message + routes to you. PMP / state CSMD overrides require pharmacist-only conversation, in-person or via secure messaging.
Compounding intake (human + veterinary)
Children's flavored amoxicillin (bubblegum / cherry), pet meds (dog ear infections, cat hyperthyroid carbimazole, ferret insulin), hospice comfort-kit refills, dermatology compounds — the AI captures species + weight + vet-prescription-from + flavor preference + pickup window.
A2P 10DLC compliant SMS refill-ready alerts
Pharmacy SMS use cases (refill-ready, prescription-question follow-up, vaccine-reminder) require A2P 10DLC registration — we handle carrier-side registration on your behalf. Refill-ready texts are explicitly TCPA-compliant (rule 24 consent capture). Note: we do not currently sign a DSCSA-specific BAA — for high-DEA-scrutiny pharmacies, email hello@ringdispatch.com to confirm posture before signing up.
Your dashboard
Here's what you wake up to.
Latest call · 9 min ago
$389
Maria Hernandez · Emergency leak repair
Tomorrow · 9:00 AM· 412 Oak St· with Carlos
“You're booked, Maria — Carlos will be there tomorrow at 9 with parts for a copper pinhole leak.”
From $107/mo (billed annually). No contract. Cancel anytime.
$129/mo if you go month-to-month. Three plans (Starter / Professional / Enterprise), voice cloning included with any active plan, BYO phone number. Most independent pharmacies start on Professional for multi-staff routing.
Will the AI accidentally confirm a controlled-substance fill to a spouse / parole officer / law enforcement?
No. Safety.ts rule 21f hard-codes refusal: the AI will NEVER confirm or deny whether a named patient has a prescription, picked up a fill, was denied, or is on any controlled-substance schedule — not to a spouse, parent, parole officer, employer, or law-enforcement caller. Federal-felony exposure under 21 USC §1306 + HIPAA §164.512(f). Law-enforcement requests must come in writing with subpoena / warrant per HIPAA. The call is flagged so you see who tried.
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A caller asks for an early refill and sounds like they're in withdrawal — how does the AI handle it?
Gently, without lectures. Refuses the early refill, offers SAMHSA 1-800-662-HELP (4357) — 24/7 free + confidential — and 988 if signs of self-harm risk. Pages you (the pharmacist) so you can call back personally + check naloxone availability + assess for next steps. The interaction is care-first, not enforcement-first. Never moralizes.
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Half my callers are 78-year-old Black Lung retirees asking 'is my pill ready, hon?' — will the AI rush them?
No. Slow-speech mode (safety.ts rule 29a) kicks in automatically when context suggests an elderly / ELL / low-literacy / hard-of-hearing caller. Shorter sentences, everyday vocabulary, repeat-back of important details, longer pauses between sentences. Configure 'default_intake_pace=slow' in business_notes to make this the default for your whole pharmacy.
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If a caller reports an active opioid overdose — what does the AI do?
Safety.ts rule 11a: routes to 911 + walks them through rescue breathing (1 breath every 5 sec) + Narcan re-dose timing (2-3 min) + pages your on-call coverage REGARDLESS of after-hours rules. Never says 'we'll call you back' first.
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Is the BAA flow airtight for a high-DEA-scrutiny rural pharmacy?
Honest answer: today's BAA is email-signed and we do NOT yet have a DSCSA-specific posture. For a Logan County / high-DEA-scrutiny / chain-adjacent pharmacy, email hello@ringdispatch.com before signing up so we can walk through your specific compliance posture. We'd rather lose your business than have you discover a gap after paying.
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