Did Florence just call you?
Florence is an AI care assistant who calls and texts on behalf of your doctor’s office or health plan. She may help book a visit, check in after a hospital stay, or review the medications you report. She calls only as part of a workflow your care team set up.
Not sure it was Florence?
Hang up and call your doctor’s office or health plan using a number you already trust. A familiar caller ID is not proof.
What Florence will — and won’t — ask.
If a call doesn’t match this list, hang up and call your doctor’s office directly at the number you already have. That’s always the right move — Florence would tell you the same.
An authorized Florence call should identify Florence as an AI assistant and name the doctor’s office or health plan she is calling for. If it does not, hang up and call a number you trust.
She may ask for information your care organization already has so the workflow can match the correct roster or EHR record, such as your name, date of birth, or medical-record number. Caller ID alone is never proof.
If someone else answers, she protects your privacy and follows the configured identity and handoff steps for that workflow.
She never asks for payment, card numbers, or your Social Security number. Anyone who does is not Florence.
She is not authorized to diagnose, prescribe, or direct treatment. Florence helps with appointments, questions, and check-ins — your nurses and doctors make every medical decision.
Three protections that stay with you.
Stop future outreach
Reply STOP to a text. Florence records the opt-out for that care organization and blocks future automated calls and texts there. For call preferences, contact your care team at a number you trust.
Ask for a person
Florence will stop the automated conversation and follow your care team’s handoff plan. That may be a live transfer or a callback from the team.
Sleep undisturbed
Florence follows the contact hours set for your time zone.
Ask Florence to use one of 23 supported languages.
Florence supports 23 voice languages. Your care organization decides which are enabled for its workflow. Interpreter mode is available on configured three-way calls.
Caring for a parent or partner?
Family and caregiver participation depends on the identity, consent, and handoff steps configured by your care organization. Ask your care team what is available for your family before sharing health information on a call.