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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.

 

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