Viewing Call Details
What you'll learn: How to access individual call records, what information is available, and how to review specific interactions.
Accessing Call Records
Call details may be available through:
- The patient's profile (in their communication history)
- Detailed call logs (if your role permits)
- Reports and exports
What Call Details Include
Each call record contains:
Basic Information
- Date and time — When the call occurred
- Duration — How long the call lasted
- Direction — Inbound (patient called) or outbound (system called patient)
Caller Information
- Phone number — The caller's phone number
- Patient link — If matched to a patient record
- Location — State or region (if available)
Call Outcome
- Status — Completed, failed, transferred, etc.
- Summary — Brief description of what happened
- Result — Appointment booked, information provided, etc.
Call Summaries
After each call, the AI creates a summary:
- Key topics discussed
- Actions taken
- Follow-up needed
- Appointment details (if booked)
Summaries help you understand calls without listening to full recordings.
Finding Specific Calls
To locate a particular call:
- Use the date range to narrow the time period
- Search by patient name or phone number
- Filter by outcome or status
- Sort by date, duration, or other criteria
Call Status Types
| Status | Meaning |
|---|---|
| Completed | Call handled successfully |
| Failed | Technical error occurred |
| Transferred | Sent to a human |
| No Answer | Outbound call wasn't answered |
| Busy | Line was busy |
| Voicemail | Left a voicemail |
Linking Calls to Patients
When a call is linked to a patient:
- Their name appears instead of just a phone number
- You can click to view their profile
- The call appears in their communication history
When a call is from a new number:
- Shown as phone number only
- May prompt to create a patient record
- Can be linked manually later
Reviewing Call Quality
When reviewing calls:
- Check if the summary captures the key points
- Verify appointments were booked correctly
- Note any issues for follow-up
- Identify training opportunities for the AI
Privacy and Access
Call details contain sensitive information:
- Access may be restricted by role
- Phone numbers may be partially hidden
- Only view calls relevant to your work
Next: Recordings and Transcripts | Previous: Call Analytics