With Retell, we’ve increased scheduling NPS by 38%, and filled underutilized provider capacity, allowing our team to focus on meaningful patient care instead of phone tag.
-p-130x130q80.avif)
AI Pharmacy Refill Calls for Inbound Requests and Refill Outreach
5.0
ON G2
Refill requests are one of the most common calls a pharmacy gets, and most of them need the same few answers. The agent collects the patient's name, date of birth, callback number, medication, and preferred pharmacy, reads the request back, and sends it to the worklist your staff already use. Clinical questions and prescriber calls go to a pharmacist. Run a pilot on your real calls before you sign a contract.
Trusted by over 4,000 businesses powering 100+ million calls per month.
.svg)
.svg)
.svg)
.svg)
.svg)
.svg)
.svg)
How It Works
Set up AI refill calls in four steps, from your intake questions to live calls on your pharmacy number.
Define intake and routing
Write the intake questions and read-back, set which calls go to a pharmacist, and send each request to your worklist by webhook or to your pharmacy system's API through custom functions.
Test on real refill calls
Run simulated calls with callers who do not know their dosage, hard-to-pronounce medication names, prescribers phoning in, and patients with no refills left, and grade every run before a patient calls.
Connect your pharmacy number
Keep your pharmacy number by importing it over a SIP trunk or forwarding it from your carrier, then start with overflow or after-hours calls before the whole line.
Go live and work the list
Every call gets a transcript and post-call extraction, so you can track refill requests logged, transfers to a pharmacist, and requests waiting on a prescriber.
Use Cases
Refill requests taken on the first ring, pharmacists kept for pharmacy work
Inbound refill requests with a full read-back
Need refill callers off hold and the request written down correctly the first time. The agent asks for the patient's first and last name, date of birth, and best callback number, then the medication. If the caller is not sure of the exact name or the dosage, that is fine: it records what they say, and staff confirm it against the patient's profile. It asks which pharmacy location they use, reads the whole request back, and corrects anything the caller changes. Medication names can be added as boosted keywords so transcription hears them correctly.
Text consent, payment links, and delivery updates
Need patients told when the refill is ready without another call. The agent asks whether the patient agrees to a text when the refill is sent and records the answer with the request, so your team only texts patients who said yes. Pharmacies that take payment or track deliveries online can have the agent text the right payment or tracking link during the call, from your pharmacy number once it is registered for texting.
Pharmacist questions and prescriber calls transferred
Need anything clinical in front of a pharmacist, fast. The agent first asks what the caller needs. Questions about side effects, interactions, or how to take a medication are never answered by the agent; they go to the pharmacist with a warm transfer and a private summary. Calls from a prescriber's office phoning in a prescription go straight through. Patients who simply ask for a pharmacist are transferred too.
No refills left routed to the prescriber queue
Need requests with no refills remaining handled differently from routine ones. If your pharmacy system's API shows no refills left, or the caller says the last fill used them up, the agent tells the caller what your pharmacy does next, such as contacting the prescriber for a new prescription. The request is logged as waiting on the prescriber, so staff send it to the right queue instead of trying to fill it.
Refill-gap outreach for operational questions
Need patients who are overdue for a refill reached before they run out. From a list of patients whose last fill is past due, the agent calls with batch calling, confirms identity, confirms where they fill the medication and roughly when they last did, and offers to start the refill at their preferred pharmacy. It stays on operational questions. Anything about the medication itself, why the patient stopped, or how they feel goes to a pharmacist.
Requests on the worklist your staff already use
Need refill requests where staff work them, not in a voicemail box. After each call, a webhook sends the structured request, with name, date of birth, phone, medication, dosage if given, pharmacy, text consent, summary, and recording link, to a shared sheet, a staff dashboard, or a ticket queue. Pharmacies with a pharmacy system or EHR API can have it written there through custom functions. The pharmacy refill caller template is a starting point, and automating prescription refills covers the workflow in depth.
Built for Contact Centers, Not Demos
Retell is the AI Voice Platform Enterprise Contact Centers Run On
Retell lets you build, test and deploy AI phone agents that handle real call volume, so your team spends its time on the conversations that need a person.
Feature
Why pharmacies and health systems choose Retell AI for refill calls
Intake that matches how your staff work
Every pharmacy wants refill requests in a particular shape. You set the fields, the order of questions, and the read-back, and post-call extraction turns each call into a structured request. A webhook delivers it to your sheet, dashboard, or queue, and custom functions write to your pharmacy system when it has an API.
Routing rules for pharmacists and prescribers
You decide which calls reach a pharmacist: clinical questions, prescriber calls, patients who ask for one, and anything the agent cannot verify. You write those rules into the agent's instructions and change them yourself, without a vendor ticket, so a new policy is live the same day.
Hand off to the pharmacist with the details
Pharmacists should not start every transfer from zero. A warm transfer briefs the pharmacist privately on who is calling and what they asked before connecting the caller, and the full transcript and recording are available after the call.
Refill calls answered at the Monday rush
Refill calls bunch up on Monday mornings and after holidays, when the counter is busiest. The agent answers calls in parallel, with 20 concurrent calls included on pay-as-you-go and more on demand, and burst mode absorbs spikes above your limit. Callers say what they need in plain language, with no press-1 menu.
Requests logged, transfers, and prescriber holds
You need to know how many refill calls became clean requests and how many still needed a pharmacist. Post-call extraction records fields you define on every call, such as request logged, transferred, no refills left, and text consent. The analytics dashboard charts them by agent and by hour, and alerts notify you when the transfer rate jumps.
-p-130x130q80.avif)
-p-130x130q80.avif)
-p-130x130q80.avif)
- Hubspot
- Twilio
- Vonage
- Go High Level
- n8n
- Zapier
- Salesforce
- Hubspot
- Twillio
- Vonage
- Go High Level
- 8n8
- Zapier
- Salesforce
- Avaya
- Genesys
- Five9
- Amazon Connect
- Telnyx
- Make
- Cal.com
.svg)
- Avaya
- Genesys
- Five9
- Amazon Connect
- Telnyx
- Make
- Cal.com
Pricing
Cut Costs by 90% with AI phone Agents
Pay as you go
$0 to start.
$0.07–$0.31 per minute – Pay only for what you use.
60 mins of free access.
20 concurrent calls.
10 Free Knowledge Bases.
Enterprise Plan
For companies with large volumes, data or deployment requirements, or support needs.
White glove service for your use case.
Premium support with dedicated solution engineer teams.
Custom pricing and concurrent calls based on your needs
FAQ
Frequently asked questions.
Does Retell connect to our pharmacy system or Epic?
Retell does not ship a prebuilt connector for Epic or for pharmacy management systems. If your system has an API or an interface engine, the agent reaches it through custom functions during the call, for example to look up a patient or check refills remaining. Many pharmacies start without that: a webhook sends each completed request to a sheet or staff dashboard, and staff process it from there.
How does the agent verify who is calling?
It asks for the details your policy requires, typically full name, date of birth, and phone number, and repeats important details back. With an API to your pharmacy system, it can match them against the patient's profile during the call; without one, staff verify when they work the request. Callers who cannot be verified are transferred or asked to call back, following your rules.
Will the agent answer medication questions?
No. You decide what it may answer, such as hours, locations, and how refills work, from a knowledge base you control. Questions about side effects, interactions, dosing, or whether to take a medication go to a pharmacist by transfer, and prescriber calls go straight through.
Is the agent HIPAA compliant?
Retell supports HIPAA workloads, and a signed business associate agreement is required before any protected health information is sent through the platform. The BAA is self-signed, with no fee. After signing, you set retention per agent from one day to two years, choose whether stored transcripts keep PII, and restrict access to recordings with signed URLs.
How much do AI pharmacy refill calls cost on Retell?
Pay-as-you-go voice agents cost $0.07 to $0.31 per minute, depending on the language model, voice, and telephony you choose, with $10 in free credits to start and no contract. Twenty concurrent calls are included, and calls above your limit can run in burst mode at an extra $0.10 per minute. Enterprise plans have custom pricing. See pricing for your mix.
Can the agent call patients who are overdue for a refill?
Yes. Upload a list of patients whose last fill is past due, and the agent calls them, confirms identity and where they fill the medication, and offers to start the refill. It keeps to operational questions and transfers anything clinical to a pharmacist. Call only patients your policies allow you to contact this way.
