Call Transcripts

What you'll learn: How call transcripts are created, how to read them, and how to use them for your practice.

What Are Transcripts?

Transcripts are written versions of calls:

• Speech converted to text
• Every word captured
• Organized by speaker

Automatic Transcription

After each call:

• The audio is processed
• Speech is converted to text
• The transcript is saved with the call record

Reading Transcripts

Transcripts show the conversation flow:

• AI or Assistant — What the AI said
• Caller or Patient — What the caller said
• Clear separation between speakers

Where to Find Transcripts

Access transcripts through:

• Individual call records
• The Communications section
• Patient profiles (for linked calls)

Benefits of Transcripts

Quick Review

Scan text faster than listening to audio:

• Skim for key information
• Find specific mentions
• Understand call content quickly

Searchable

Search within transcripts for:

• Patient names mentioned
• Services discussed
• Specific questions asked

Documentation

Use transcripts to:

• Add details to patient notes
• Document what was discussed
• Reference later if needed

Transcript Accuracy

Transcripts are generally accurate but:

• Background noise may affect quality
• Unusual names might be misspelled
• Accents may impact accuracy
• Review important details against recordings

Call Summaries vs. Full Transcripts

Call Summaries

• Brief overview of the call
• Key points highlighted
• Quick to read
• Action items noted

Full Transcripts

• Complete word-for-word record
• Every part of conversation
• Longer to read
• Maximum detail

Using Transcripts for Training

Review transcripts to:

• See how questions are handled
• Identify common caller requests
• Find areas for AI improvement
• Develop better responses

Copying Transcript Text

If you need to use transcript content:

• Select the text you need
• Copy to your clipboard
• Paste into notes or documents

Privacy Considerations

Transcripts contain sensitive information:

• Access is controlled by role
• Handle with appropriate care
• Follow your privacy policies

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