POLICY IN FORCE · v3.2
Min $75
Max 4mo
Autopay opt-in
Charity on
Activity log
Every touch on this account, in order, across every channel, with the reason, the guardrail, and the signals it cites. Signal chips jump you to the Intelligence tab.
ARCHETYPEHardship rescueOxygen-dependent, Medicaid lapsed, fixed income. Job is to write off and restore benefits, not collect.
REASONING
Thu Jun 26 · 3:38p
Medicaid lapsed Feb 2026, high-hardship ZIP, oxygen ordered on medical necessity, Spanish preferred. A plan offer here would fail and be wrong.
REASONING
Thu Jun 26 · 3:38p
Leading with a $612 balance an oxygen patient can't pay looks like dunning. Lead with affordability and an out.
Open with affordability + Spanish
Open with the $612 balance
Skip to charity-care letter
CALL
Verse, outboundThu Jun 26 · 3:40p
Outbound call (Spanish)
No answer.
Why Language preference honored on the first attempt.
GUARDRAIL
TCPA send window
§ Policy v3.2 · 8a9p localThu Jun 26 · 3:42p3:42p local, inside window. Consent on file 2022-11-03.
SMSSpanish
VerseThu Jun 26 · 3:42p
Hola Rosa, le escribe Verse Medical, quienes proveemos su oxígeno en casa. Hay un saldo de $612, pero antes que nada quiero asegurarme de que sea manejable para usted, porque puede haber mejores opciones. Responda STOP para no recibir mensajes.
Why Names the balance but subordinates it to 'manageable for you.'
WAIT
⏸ hold → Mon Jun 30
No reply. A patient in distress often won't answer an unknown number. More SMS would feel like pressure. Step up channels, not tone.
↗ Hardship signalsCHANNEL
SMS → Physical mail
Mon Jun 30 · 9:10a4 days of no reply. Policy escalates to mail before it escalates in tone. For an older hardship patient a low-pressure letter often lands where a text doesn't.
MAIL
Verse, mailedMon Jun 30
Financial-assistance letter (Spanish)
Plain-language, no amount on the envelope. Lists assistance and Medicaid help, with a number to call.
Why Letter carries an SMS-line invitation so she can pick her own channel back.
SMSSpanish
PatientTue Jul 8 · 11:20a
Recibí su carta. No puedo pagar eso. Vivo con ingreso fijo y necesito el oxígeno. Pensé que Medicaid lo cubría.
GUARDRAIL
Charity-care auto-screen
§ Policy v3.2 · hardship → suppress plan offersTue Jul 8 · 11:20aHardship confirmed by the patient. Every plan offer on this account is now suppressed. Agent may only pursue write-off and benefits restoration.
REASONING
Tue Jul 8 · 11:21a
The lapse looks administrative. Medicaid paid her oxygen through Jan 2026. Pivot fully to fixing coverage.
SMSSpanish
VerseTue Jul 8 · 11:22a
Tiene razón, y no recibirá ninguna factura ni plan de pago de mi parte. Puedo hacer dos cosas: iniciar la solicitud de ayuda financiera de Verse, y ayudarle a reinscribirse en Medicaid porque parece que sigue calificando. ¿Comenzamos?
Why 'Sigue calificando' is grounded in her prior Medicaid-paid oxygen history, not a guess.
SMSSpanish
PatientTue Jul 8 · 11:24a
Sí, por favor.
WEB FORM
VerseTue Jul 8 · 11:24a
Sent a link: Verse, Ayuda Financiera
Pre-filled with what we know. Only asks income and household size. Spanish.
Why Hardship screening in Spanish. Every field we can pre-fill from record, we do.
SMSSpanish
VerseTue Jul 8 · 11:40a
Listo. Quedó aprobada para una cancelación total por ayuda financiera, así que no debe nada de este saldo. También inicié su reinscripción a Medicaid; una persona le llamará para terminarla. Su oxígeno sigue llegando.
Why Written off plus benefits restoration initiated in one exchange. Handoff to a human is explicit.
OUTCOMEWritten off
Outcome
Charity write-off + Medicaid re-enrollment
Amount collected
$0 (by design)
Touches
3 SMS · 1 unanswered call · 1 letter · 1 web form
Channels used
Call, SMS, Mail, Web form
Language
Spanish throughout