# Call Details screen overview (single-page guide) > Source URL for below info: https://api1.simboconnect.com/helpb/books/simboconnect-ai-phone-copilot/page/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. > Source URL for above info: https://api1.simboconnect.com/helpb/books/simboconnect-ai-phone-copilot/page/call-details-screen-overview-single-page-guide