Call Details screen overview (single-page guide)

Purpose: Explain every part of the Call Details screen shown in the two snapshots and how staff can use it in one workflow.

Steps

1. Open the call

   • Click a call from your queue to open the Call Details screen.

2. Use the header bar

   • Select More info to view internal details such as Call ID, Copilot line, call time, duration, language, and call reason.

   • Use Block to block this number if it is spam. An admin can later unblock it.

   • Click I am Working on it to show ownership to your team.

   • Click Mark as Resolved when the work is complete, or use the Status menu to set Open, In-progress, Resolved, or Resolved No Response.

   • Use Assign To to send the call to a teammate. Click Submit to notify them by email.

   • Use the thumbs up or thumbs down icons to give quick AI feedback.

3. Review caller history on the left

   • Scroll the left panel to see all past calls and SMS from this phone number with time and status badges (Open, Resolved, and others).

   • Click any entry if you need to open a past interaction.

4. Read the transcript in the center

   • The center panel shows the full conversation between the Copilot and the caller.

   • Click the play icon next to any bubble to hear that exact part of the audio.

   • Use the copy icon on a bubble if you need the exact text.

5. Listen to the full recording

   • At the very bottom of the center panel, use the audio player to play the entire call recording.

6. Scan the AI summary and requests on the right

   • At the top of the right panel, confirm Patient Info such as DOB, patient ID, insurance ID, email, and phone. Use copy icons to copy values.

   • Read the Summary card to understand the call outcome in seconds. The example shows a three and a half minute call that the Copilot resolved.

   • Open PII Data to check key identity details captured in the call.

   • Review Open message for office if the patient left questions or messages.

   • Open Request – Need Appointment to see structured details such as reason (for example, Regular check-up) and provider (for example, Dr. John Foster).

   • Open Request – Confirm Appointment to see if a confirmation is needed or already done.

   • Use the Audit Trail button to view any automated actions or messages sent by the Copilot.

7. Add Staff Comments

   • At the lower part of the screen, type your note in Staff Comments and click Save. Examples: updates, call outcomes, or instructions for a teammate.

8. Optional quick actions

   • Use the phone button to call the patient back from this screen.

   • Use the message button to open SMS chat with the patient. You can send messages, receive replies, and download images the patient sends.

What you will see on this page

• Header bar with More info, Block, I am Working on it, Mark as Resolved, feedback icons, Status menu, Assign To, and caller details.

• Left panel with a timeline of this caller’s past calls and SMS, grouped by date, each with a status tag.

• Center panel with the transcript bubbles, per-line play controls, and a full recording player at the bottom.

• Right panel with Patient Info, Summary, PII Data, Open message for office, Request cards for appointments, and an Audit Trail button.

• Staff Comments input and Save button.

• Floating phone and message icons for quick call back and SMS.

Tips and good practice

• Read the Summary first. It gives you the outcome in seconds and often removes the need to play the full call.

• Use per-line play only when you must verify wording such as names, dates, or instructions.

• Set Status and Assign To before you leave the page so teammates know the next step.

• Use copy icons for Patient Info to paste clean data into your EHR.

• Check the Audit Trail before sending a new SMS to avoid duplicate messages.

• Add a short Staff Comment when you hand off a call so the next person has context.