Ep. 189: The Front Desk Upgrade Urgent Cares Have Been Waiting For - Interview with Ava Winslow from Flip CX

PCMP (00:00)
All right, well, welcome back, crowd. So we actually have a very interesting episode today. I have two guests in house with me. One is Hannah. You've probably heard of Hannah. I work here, yeah. You work here, even with us for a long time. And then I have Ava. But what's interesting, we're all in person. Ava, you're supposed to be in California right now behind a screen, but you made it all the way to Birmingham. That's probably a long flight. Wouldn't miss it. Yeah, exactly. So we really appreciate that. So also to our audience.

Go to YouTube, go look at this video. You're actually going to see us all interacting and just having a good time. Well, let's get right into the episode. So who I have here today is Ava Winslow. She is with Flip, Flip AI. think if you're in urgent care space, you've probably heard of them by now, I think, maybe. I hope so. I hope so. Anyway, but she's the founding account executive at Flip. She's been there for about a year. She's originally from Kansas, made it to Texas, and made it to California. She kept going west.

Westward expansion, baby. And then we brought her over to Birmingham, and apparently she heard the Southern accent coming out today. Me immediately. Yeah, exactly. we met like twice in The rumors are true. Yeah. So Ava, welcome to the podcast. And as Nick would say, tell us one thing about you that nobody knows. Oh, gosh. I'm so excited. Thank you for hosting me. I'm excited to be the first in-person guest. OK, if I can use this one. So Ava Winslow, I am a descendant of

Edward Winslow, which is how we know about the first Thanksgiving. If it weren't for a letter that he wrote to someone talking about the first Thanksgiving, he is the only detailed primary source. That's a really good one. That's a good fun, like, historic. I didn't appreciate it, so my dad is a huge history buff, and we had a family crest, the heirlooms, we had the entire book, and he would always want to geek out over it and show it to my sister and I.

And we were like, no, no, we just want to listen to our boombox and rock out. We had no interest. But it's recently become something I appreciate. And I played the Edward Winslow letter. It's on Spotify. I played every Thanksgiving at the Thanksgiving table. So if you any inspo next season. That might be the most noble fact we've ever heard. It's interesting. very interesting.

All right, well, that's our fun fact. So let's get right into Flip and Ava. So Ava, give us a little bit of your background. Tell us about how you got from Kansas all the way to California. And you started working with Flip. Kind of give us the overall. Yeah, definitely. I guess when I'm, it feels like my career background has been a bit scattered, but when I look at it overall, it was all rooted in relationships. I started working from the second I turned 16, good old North Italia.

any fans in the house? we have one here. North Italia was the spot still is in Leewood, Kansas. And I hauled it at North Italia. It's all great. I could tell you every menu ingredient. ⁓ But it was, you know, they held the staff to a really high service standard. And it was before they went super corporate. So I did just about every role in the restaurant, ⁓ paid my way through college. And I secured a job in Dallas during my senior year at the University of Kansas. And so

In Dallas, ⁓ I worked my way towards a promotion to grow a new industry vertical in data centers and technology. ⁓ Again, was ⁓ a industry, but it was contracting management software, not super related to what I do now, to be honest, but ⁓ it was another... A clear example of just jumping into something unknown and seeing where it goes. And so I grew that.

quite a bit and then when it was gonna be time for me to have to go back to Dallas, I wanted to see what else there was for me out West and I met Flip. So I was brought on. ⁓ My final interview was on a Friday. I asked one of our founders if they wanted me to start Monday. They said yes and so it was. And it was before it was last September before we had launched the healthcare vertical. We started very specific into urgent care and

It's been full speed ahead ever since. That's awesome. sounds like you're getting closer and closer to software stuff. So are you just going to be a software person the rest of your life? I guess. I'm learning so much about it that I feel like it would be a shame to stop now. Yeah, exactly. keep going into the cauldron. So all right. So we understand a little bit about you. So let's talk about Flip. Like you you mentioned it's pretty new, but you all have made a pretty big impact already in the health care space. So kind of tell us the

origin story of Flip and why it's so important now. Yeah, I guess so to clarify Flip as a company isn't new in the voice AI space, but the health care and urgent care vertical is so we've been doing voice AI ⁓ because the phones and call centers have been a revenue link revenue leak since, you know, the dawn of time. Yes, still today. But we

Our whole bread and butter is we go extremely in depth into the verticals or the industries that we service. And that's so that we can integrate with everyone. We can be a master at what we do. We can be extremely valuable. then we can, know, ultimately our goal is to be everyone's favorite vendor to work with and the ⁓ most valuable tool in their tech stack. So we do that by integrating with everyone, doing what we do really well, which is

conversational AI on the phones, and we have use cases built out specific to each vertical that we enter. And so when September came around, ⁓ the product was just about ready to be sold to the masses, so to speak. We had had our introduction to a couple pilot clinics. They were about to scale out to their entire clinic group of 90 plus. And so we were really hitting the ground running back in September and eventually went public with

the industry in March. Nice. That's awesome. So pretty fresh in the industry, but you're already making big impacts. I would say so. Yeah. Well, so yes, it's conversational AI, but really, as like you mentioned, it's helping plug that revenue leaking. ⁓ When I was at Dallas, we had talked about how the front desk makes a big impact. And so you guys are like, well, we can help with that in a lot of ways. And you even gave us information to put in our slides. And we used your case study.

Yeah. I gave some Spark notes. Yeah, exactly. you had a full house for that presentation. It There were 80 people. So it was a lot. And they really liked it. So it worked out pretty well. We actually have a webinar coming up. This will probably air after the webinar. This will air after. But you can probably still get the replay. Yeah. You're talking to the main person here that's in control. So if you have any questions about this production, she's here now. It's on the 26th, right?

that Globner? Yes, June 26th. I've got my calendar on. There you go. Yeah, if you can't access the replay or you need it, email hello at patientcaremarketingpress.com. And I will get it to you. Toss that in there. right. So let's talk a little, because our goal today is to help urgent carers who may have heard of FLIP and may not know much about it. So what kind of urgent care are you typically, like what pain points do they have that are like, I needed something, a solution. FLIP happens to be that solution. What kind of pain points are you hearing?

Well, it's been interesting because when we first got started, it was very specific to urgent care. And the use cases were front desk and reducing missed calls. across the board, no one's answering all of their calls. Oh, it was scary. can't get to it all. My talks, they were 40 % missed calls. Yeah. And they're like, yeah, that's normal. It doesn't have to be.

We just yeah, I was mentioning earlier, but we just wrapped up a pilot with a group that had about 40 % missed call rate and we were able to bring it down to 22 % by the end of week one. I mean, that's an immediate. I bet they felt that. Yeah. I mean, and we always ask, you know, did you hear anything from the clinic staff? And typically no news is good news. But every once in a while when you can get someone proactively saying, you know, why did we have a slow day? Was something going wrong with with the phones and

⁓ Like, no, you just had some extra support. That's always a positive feeling, of course, knowing that you made an impact in that way. But that's a big use case for us as well as visit conversion. That's one that we've really been going in depth on, ⁓ which I'll come back to that because we have some new exciting visit conversion features for sure. other than that, like our partnership with Xperity, for example, is deeply rooted in RCM and supporting the revenue cycle.

and then doing some really slick ⁓ outbound collections calls, but also clinical workflows. So lab results, prescription refills, medical records requests, getting a doctor's note, anything like that. As we've grown beyond just urgent care, but into more primary care, pediatrics, health systems, just following the need of our client groups, ⁓ we've seen our services expanding a little bit as well into those areas.

the idea of like trying to, the 40 % missed call thing just blows my mind. Yeah, that was wild. It hurts. It does. It really hurts. It does. And they were also just all nodding. Like this is just the norm. Because when we put that talk together, I was like, surely some of this is like common sense. It's a part of me. Like I was worried that like, yes, it was accepted, but I was like, what if this is just redundant information? But then them being like, yeah, we have 30 % call conversion. I was like,

I feel like that all the time too. Yeah. And so then I leaned in on them a little bit and say, okay, who has rules around how many rings before somebody picks up? And most are like, well, you don't really pay attention. It's like, oh my goodness. Like you had to pay attention. The one, the best one I heard was like one ring, one patient. They don't allow one ring to go through. So I thought that was pretty good, but most of them, told them it like, if you can't do three rings or better, then you have a problem. But all right.

Obviously, you guys are feeling a need. Is it instant? When you bring on a new urgent care, are they recognizing it right out of the gate? Like you said, 22 % improvement or moved to 22 % missed in the first week. Is that a common theme that's happening right now? are they already feeling it? Is the patient volume going up with it? How does that look from up here?

Because I like I'll be the business owner. I'm going to I'm going to spend money, I want to see money. What kind of ROI are they? Are you seeing right now? Yeah. And. I can confidently say that the impact truly is that quick because, you know, startup sales is quite the beast and I wouldn't love it as much as I do if I didn't get to see the impact so quickly in real life time and time again. If anyone wants to challenge my conversion streak, I will say I have yet to have.

a pilot where we were not able to take away wins and keep the ball rolling. So ⁓ if you think you have a really airtight process and you think, yeah, please prove me wrong because I want to see the golden egg. But ⁓ no, it really is awesome because what we do every single time is we set up listen mode, which is just the call forwarding that allows us to sort the different call reasons, really understand the volume specific to your clinics.

And then we're able to look at that and say, okay, where can we make the most impact by automating conversations, you know, based on where the volume is stacking up. so we out the gate, we set the expectation based on what we see. set a good baseline. And then we start turning on the automation by maybe the first two or three top intents by volume. And then as we go, we can really fine tune and go from about 30 to 40 % of your overall call volume automated month one.

to then having 60 % automated by the end of month two. And overall, just making it much easier for your actual clinicians to have, or to provide a good experience of the patients in front of them. I was gonna say you give friends this quick time to do other jobs. Well, you can't expect, if someone is essentially sitting in front of a revolving door, their main objective is to put on a smile.

to service the patients walking through. And then anything that comes outside of that is likely just going to be a stressor. And it's hard to convey leadership's business goals or the impact that leadership wants to see, like visit conversion. How are you going to explain the end goal and try to train your front desk staff to be sales oriented and try and convert visits when they're just trying to keep their head above water? Oh, yeah. It's a thing.

When I did my talk, it was very apparent that they view the front desk as like a bottom of the barrel position. And you can't be that way, right? And so, because there's so much impact that happens there. Well, I was watching, I was doing my prep work and gosh, you're going to have to help me. But it was a woman, the company started to the pee, but she was a marketing leader at, Marissa? Might have been, but she was talking about how some of her favorite things to do.

are to go to conferences outside of just urgent care or healthcare ⁓ because you get to see just how to approach marketing as a brand or see some fresh ideas. And that's something that I have really loved, you know, going through this healthcare industry journey. I think at the beginning, was seldom that marketing contacts were getting involved and really thinking about their clinics as a brand and promoting them that way. ⁓ But that's something that Flip has...

knowing how to differentiate by brand really well from our e-com and retail vertical. And so there were a lot of transferables really going into healthcare and trying to help these groups lean into their brand messaging a little bit more and building functionality in a way that allows them to really capitalize on that in their phone experience. All right. So I got some, you're, you do sales with Flip, right? So you're the good and the bad of it.

We all do in some capacity. I helped Grace out in the follow up, but I've been selling on and on for 14 years, so I get it. ⁓ So when you talk to that first urgent care or you say, that first interaction with that urgent care, what's the pushback or what's the what makes you so great, Flip? Why should I care? I even have a note here. I have the press one for scheduling. Is that not enough? You know, like is the so what's the typical objections that you face?

What's the misconceptions that you hear or the, know, AI just isn't there yet. I can tell it's AI, nobody's going to interact with it. feel like that's a big one. Yeah, yeah, Like, do people really care? All that thing. So let me hear those objections and what you like, what your answers are to them. Yeah.

Since it's fresh in my mind, just the last one you mentioned about ⁓ people saying, but I can tell it's a robot. Our stance on that has always been we're not on a mission to try to fool you into thinking it's a human. Because if you're talking to someone you think is a human and they don't get the conversation perfectly and you're already having a crummy day, you're not feeling well, that's why you're trying to be seen for care, you're going to be a lot less

Favorably leaning towards that conversation if it doesn't go well whereas people actually have a little bit more grace When it's a robot first of all, so that's been crazy to see yeah Where they recognize it like okay, I'll speak slowly, you know, like yeah, they mentally or they'll be more willing to stick on the call or you know, they'll wait that extra second, but then if they're having a bad day and it's a human that's waiting they'll be like You know, they could act unfavorably and so ⁓

We find, and we've done a ton of A-B testing on it and compared the CSAT or the satisfaction scores from when Flip is involved in the conversation right up to that versus when there's a transfer or when an actual clinician is involved in the conversation or a transfer of the call takes place. And nine times out of 10, it's more favorable when Flip handles the conversation. I think it's just...

a lack of social burden, honestly, on arguably a call that no one wants to make. And people are often very pleasantly surprised too when instead of having to do that dial pad, they immediately get through to at least something that's willing to get them an answer. ⁓ That's always pretty cool. And the people who still have a hesitation, we can do a bunch of different voices. We've done a Ryan Reynolds voice. We've done, ⁓ you know, we can, can you do Pedro Pascal? We could.

And I call my urgent care and Pedro Pascal answered the phone. And you just have random calls and you're able to sit there and listen. The way I'm being in the car immediately. No, truly. Our most popular voice is named Valley Girl. And everyone eats it up because it's just like it's relatable, it's friendly, it's charming, but you can tell that it's just a really smart robot. And so long story short, that's always that's what we're aiming for. Smart, strong robot. Right. So and you can change the voice.

if you want to adjust, sensitive is it to tone of frustration? How sensitive is it to a request to speak to a human? That can all be adjusted accordingly. Of course, we have our recommendations that we can propose a sweet spot based on what we've seen go well, but ultimately it's up to you how sensitive you want it to be. And that's a really easy way to overcome that objection. I think the other one is just... ⁓

proving that we have the integrations because I think a lot of agents out there can't actually perform action. They can speak to the easy stuff out the gate, like, OK, what do you do? But can you actually leave a note into a patient's chart? And can you actually book the visit right then and there on the call? Can you actually confirm right then and there if the lab results are ready or not? Can you?

confirm that, you know, based on the type of prescription they're wanting, they're going to have to be seen again. Those are all things that you can't do without the proper integrations in place. And we have a very skilled team that's mastered all of those. it's definitely been a benefit. Yeah, I mean, that is huge because at the end of the day, the integration is the part that really matters. Because right, because to me, voice AI or AI in general, it's almost where everybody could have it.

Yeah, like I could turn on voice AI right now through our platform and it will do the first 20 percent, but it won't integrate, right? Like it won't sit there like connect to all these different platforms. So it makes a more seamless experience. Yeah, because if you're trying to take those calls from the front, like off the shoulders of the front desk, but then you're not giving them the information they need. And it's like, what point? Yeah, something we are. ⁓

We keep a really strong eagle eye also on things like immediate callback rate. It's like, OK, so someone called, we think that it was all said and done. But if they're calling back within the next five minutes, then maybe there's something that the voice AI could have handled better. And we're always practically looking into that to make sure it's improving. And ⁓ I think that that is something that sets us apart is that support as well. Like you'll have the support of the product team.

equally incentivize for the product to be a success because if we're not turning on more automation, then we don't make money off the calls. yeah, it's been really easy to kind of just prove the naysayers. I also like the part that you said about it's sensitive to if somebody wants to talk to a Yes. I think I had a conversation with phone company. Some boys say I. For a phone company. And I was like trying to state my question. ⁓ AT &T.

Well, wasn't going to name drop. They're not going to listen. They don't care about us. was trying to call AT &T, which I do like AT &T. their internet. Don't sue us. But I was trying to talk to somebody to fix my problem. And they kept asking, do you want billing? And I was like, no. And I would explain my problem. And I was like, do you want this? No. I was like, can I please just talk to somebody? And they're like, well, I can help you. I'm like, no, you can't help me. And then finally, after I pushed zero a bunch of times, it was like, we'll call you back with somebody, like an actual person.

I love the whole like sensitivity to like being able to do that. Little Flippy has gotten extremely sensitive a time or two. I'll have to find a recording. That's their robot. That's their robot. So we have a bot. I don't know if others call him Little Flippy. That's just kind Is that your call? I don't know if it's spread out or like caught on yet, but I call him Flippy. Little Flippy can get a little bit sad because there's even some times where he'll say, you sound frustrated. Let me send you to someone who can help.

Have you ever had to go sassy? We haven't had too many people ask to crank up the sass, but I think it's only a matter of time. It's always fun when you get a group that wants to do some testing and throw in different voices and see what bears. So when AI was very fresh, I guess it's maybe two years ago now, our software that we used turned on AI, but it didn't tell us they turned it on. And it integrated into Google reviews.

and start responding, which probably is safe, right? Wasn't safe. so, and this is two years ago. obviously- I don't even know the story. Oh, you don't? Or I don't remember it. don't remember it. It's a funny story. So it's an urgent character, still a client of ours today, which is good. Thank God. Yeah. Because the messaging that it did was a little rough. So it was just responding to reviews. We didn't know it. It just was doing it. And the client says, hey,

why are y'all responding to all these reviews? Like we're not, it must be somebody internal because we're not doing it. And then she sent a screenshot of a response. basically it was like tip, like urgent care suffered from one star reviews. We all know that. was a one star review and the patient was complaining. And then the response from AI was, look, Dave, we just know you don't want to pay your bill. No, Dave. Like basically like, shut up.

just pay your bill. He was candid with it. Yeah, it super candid. We're wow. But that was two years ago. And so that's been the beauty of AI. Like it has progressed so much, so fast. Now you can actually fine tune those things like you're saying. And so, yeah, I just I'm curious at what point like, yeah, I just turned up to sass on tired of these people. Truly. Yeah, the sensitivity for some call types is definitely warranted in some areas more than others. And we can. Yeah.

We're always ready to crank up the heat. If I'm calling an urgent care on their SaaS with me, I might cry. Because you already don't feel good. I feel like for a sales call, she could turn on the SaaS pretty high. Oh, yeah. Just to kind of roll with it. All right. So one thing I wanted to touch on, because I know we're already filling our time up already, which is awesome the way it goes. So we talked about how you guys integrated so much. Well, specifically, you all are now partnered up with Experidy. Yeah, I wanted to ask about that. So I want to ask about that, because it's pretty fresh. It's been a few months.

Maybe March was the official. Yeah. March and you were there to experience that. So it's been three or four months. How's it been with Xperity? How are things like what are some special like, hey, if you're with Xperity and FLIP, you get this extra bit. I don't know. Like, tell me more about that. Well, so with the partnership, what's really cool is, of course, we integrate with Xperity ⁓ in several areas, but with RCM in particular, the clinic group uses

Experity RCM then flip automatically is helping with the patient calls. Okay, so if they Have a question about their bill and they call into that Experity RCM number flip is the first line of defense defense answering those calls and We've already seen incredible results from that ⁓ and just sharing the individual level results to from the Experity RCM Customers and just showing them where we're flipped

fits into the puzzle and how we also integrate with Clockwise and the other Xperity products. It's been great. Their team has been awesome. We've met with the CSMs, we've met with sales, leadership, marketing, ⁓ products. They've been a great support and they've embraced us very well with open arms. So it's been a fun couple of months. I really liked going to that conference. It was such a fun conference. not in partnership talks.

I'll just, everybody cares. And they like were interested in what I was doing and too. so. I even think like the origin of Xperity kind of explains why they care. Yeah. Cause he literally built it. Yeah, he was a clinician. I just needed something and he built it. I really loved how intentional they were at the beginning in the keynote, just about spotlighting why each of the different vendor partners was there. I think it, it framed up the engagement really well. And it was probably, I think it was probably my most successful conference that I've.

that I've been to. We got swarmed. We ran out of t-shirts like day one. We need to be more prepared with the and Legend shirts next time. Now I have the trucker Michael really wanted to truck our hats and I turned them down. Yeah, he turned them down and then you're like, guess who's got trucker Luckily, I came in clutch with a backup trucker just for you. Maybe next time. Maybe next time. You're on the same wave. All right, so I want to talk about the future of AI.

Obviously, we don't know what AI is going to look like in two or three years from now. It's changing so much. It's integrating so much. There might be an AI revolt, for all we know. Right? Like, we just don't know yet. But I know that Flip has some new features coming out that could be game changing for urgent cares. And it's almost the opposite of what it's doing right now. So I want to hear, what's this new feature coming? What's the hopes and dreams of it that's going to do for an urgent care? So can you explain that? Yeah. So we've...

Again, we started very specific into urgent care and as we've grown with urgent care, learned different service lines that the urgent cares ⁓ are affiliated with, we've expanded quite a bit. And what started as just doing outbound calls for collecting outstanding patient responsibility has evolved into a really solid way of converting visits. And so what we're able to do is if a patient cancels their visit for

any reason within, say, 60 minutes pass, FLIP can trigger an outbound call and try to strike while the iron's hot and say, hey, I you canceled this visit. Were you wanting to rebook for a more convenient time? And then we could even ask, what was the reason for the cancellation? Were you able to get care somewhere else? Did you want to go to a different clinic of ours down the road? This is what the wait time looks like there.

And we've been really successful in rebooking visits from those timely cancellation calls. I think the secret to that is that we're able to match the clinic caller ID. So instead of it coming from a robo-dialer, it comes from a trusted phone number, and those have gone really well. But we've also, an interesting statistic that we've recently uncovered is ⁓ about 10 visits require some type of follow-up visit. ⁓

OK, 10%. Yeah, around 10 % of all visits that we've seen at least have required some type of follow-up referral or follow-up visit, but only about.

Gosh, .3 % of those, ⁓ I believe is the number, don't quote me, but very, very minuscule number actually convert and come back for care. So we've been doing some really strong out bounds as well based on the service code to ⁓ make those patients come back for routine care. And that's definitely one of our newer ones, but it's been something we've been working towards for

Several weeks now. And so we're excited to see some good early results there. You know, I wonder, because we're in the summer, so summer slump. Yeah. This would help with summer slump. I'm even thinking about if you could take the patient data of everyone that got sports physicals a year ago for school, pile them into a list and let flip outbound call all of them. Exactly what we would do. Yeah. that's that intentional mark.

marketing, right? Where you're taking the extra step. It's not just the message. No, we're going straight to the source and say, let's see if we can get these people back in here and offer them a good deal. Yeah. And people are doing that today. If you add a new service line like, I don't know, wellness or mental health. When people call a schedule a visit, we can include the new service line in part of our messaging. ⁓ Some people will really argue that their IVR and their dial tone is how they get marketing information.

to their potential patients, and I beg to differ. think doing the tailored outbound calls like you mentioned, all certain group that hasn't been in for a year, they probably need another physical. I think that's really the sweet spot there. And we've also done it with lab results, which have been across the board, all different types of clinics. A lot of patients aren't notified when the lab results are in, other than within their portal we've learned.

giving an outbound call, leaving a voicemail, just letting them know ⁓ if there needs to be a follow-up visit to review the test results or the lab results. can facilitate that. And again, just saves more time for the clinicians and the providers. I mean, because we're in sales, so we know that making that extra phone call, it may take 20 calls to find that next patient to come back, but it's the efforts done, right? FLIP just makes the effort.

So I bet like summer slumps. So I really think that is something you could easily like, well, let's just double up our numbers real quick and just the past two or three years we've gotten sports. Like I always go sports physicals because we recognize that as a big thing right now going into school year. ⁓ And then we joke about STD testing and a lot of stuff in certain towns. But the reality, like you said, like if they did this a year ago, probably need to do it again.

Or do they get their flu shot and it shows that their past due for one, let's get them back in for that flu shot. Because at the end of the day, if you get them back into the clinic, there's other opportunities there beyond why they're there. And that's the business side. That's the part that we have to remind our clinics about. There's the business side of it. It's not being weird or taking advantage of people. You're just reminding them that you're there and that you can help.

Right. And then, then flips just helps automate it. Cause if you're not establishing those relationships, it's like, hi, we're here for you every time you need some, they're just going to go find another. Yeah. There's very minimal loyalty. There's no, there's, yeah, there's like no loyalty. ⁓ when we did an interview with Alan Ayers, ⁓ on the podcast recently, we talked about the lack of brand loyalty and they even did like actual studies where they brought people into a room with different signs and colors and they couldn't

discern the differences between the different urgent cares, because they just can't remember. ⁓ And like we joke, the only branding you get out of an urgent care is red letters that says urgent care. green, mostly- all else fails, that'll be there. Yeah, exactly. Maybe some white, A little razzle dazzle in there. Yeah, maybe a cross or something that represents something. It's always the same.

You know, like American Family Care is probably the biggest one, the largest brands in the urgent care space. And it's red. So like it's by design. But yeah, so that's awesome. I love that. I love that as something that's a proactive approach, not a reactive approach. That's so fantastic. And do you have anything you want to add before we close up? No, I thought this was really fun. OK, I see it's not. It's not hard, is it? It's not hard. We've met like we We had been in talks before.

going to come in for May. I think it was April. And so we met at the Urgent Care Connect conference before. That's right. So yeah, this was a lot easier. Yeah. Had a couple rodeos. Well, Ava, do you have any parting words for our audience before we sign off? Also, where can people find you? Yeah, what's the best way they can reach out to you?

feel free to send me a message on LinkedIn. again, free trials are always the first step. So if you want to make some outbound calls, collect you some money. I think that's the biggest. How long is a free trial? Typically, what's the if I was going to come, have I reached out to Ava, I heard about this free trial. What does that mean? We start with a week typically for most clinic groups. If it's a really large group, then we might do two weeks. And then if

there's still more that we want to try to prove the value than we can tack on an extra week. OK, so it just depends on the situation. I'm the gatekeeper of that, I guess. It's all circumstantial. As quickly as we can prove the value and make sure that we've sufficiently rolled out what the interest was, then. That's awesome. Yeah. So there you go, guys. Let me ask you this, because we always want to paint the picture. So I sent an email to Ava. I want to do this free trial.

how quickly do you get a free trial up and running in a clinic? If you are... Best case scenario. Best case. Say you're the admin on your phone system. Like say you have admin access to RingCentral. If you wanted to get on a phone call with me right now for 30 minutes and we could walk you through setting up listen mode, we could have that running, you know, again, in 30 minutes. Yeah. And then we would get back together on the call a week later. I would show you the results. ⁓

let you know where we would need access to or what API keys we would need in order to speak to the certain conversation types. And then give us 48 hours and we're on. OK. That's pretty strong, right? So I gave you a call. In 30 minutes, you may have listening mode available to us. And then in a couple of days, you have information. Or you said a week on listening We like to let it run a week. immediately, I mean, if you wanted to just

get on a call three days later and look at that call volume, then we could do that too. depends. You know, we can move fast. there you go. That's the offer there, right? And then people can start talking to Pedro Pascal. Oh yeah. One step closer to Pedro. Good thing my wife doesn't listen to this because she'd be really upset. So it's totally fine. All right, Ava, thank you so much for coming on today. Thank you guys. It was a blast. Audience, thank you all again for taking a listen and we'll catch you on the next one. See y'all.