Recordings and Transcripts
What you'll learn: How to access call recordings, read transcripts, and use these tools to understand patient interactions.
Call Recordings
Your AI phone assistant records calls for quality and training purposes.
What's Recorded
- The complete conversation
- Both sides of the call (AI and caller)
- Clear audio quality
Accessing Recordings
- Navigate to the call detail
- Look for a play button or audio player
- Click to play the recording
- Use controls to pause, rewind, or adjust volume
Recording Availability
- Recordings are stored securely
- Retention period depends on your plan
- Older recordings may be archived or deleted
Call Transcripts
Written records of what was said during the call.
What Transcripts Show
- Speaker identification (AI vs. caller)
- The spoken words converted to text
- Timestamps for key moments
Reading Transcripts
- Text is organized by speaker
- Follow the conversation flow
- Easier to scan than listening to audio
When to Use Transcripts
- Quick review of call content
- Searching for specific mentions
- Documentation purposes
- When audio isn't convenient
Comparing Recordings and Transcripts
| Recordings | Transcripts |
|---|---|
| Full audio experience | Quick text review |
| Hear tone and emotion | Easy to search |
| Takes real time to review | Faster to scan |
| Requires audio capability | Works anywhere |
Using Recordings for Improvement
Quality Review
- Listen to sample calls regularly
- Check if the AI handles situations correctly
- Identify common caller questions
Training the AI
- Note phrases that confuse the AI
- Find successful patterns
- Request adjustments based on real calls
Staff Training
- Show examples of excellent calls
- Review challenging scenarios
- Develop best practices
Privacy Considerations
Recordings and transcripts contain sensitive information:
Access Control
- Only authorized staff can access
- Logs track who views recordings
- Limited by role and need
Storage Security
- Encrypted at rest
- Protected transmission
- Compliant with regulations
Patient Rights
- Callers are informed calls are recorded
- Comply with recording laws
- Handle data responsibly
Searching Within Transcripts
If transcript search is available:
- Enter keywords or phrases
- Results highlight matching calls
- Jump to relevant sections
Downloading Transcripts
When permitted:
- Export transcript as text
- Include in patient records
- Use for documentation
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