Voice Intelligence
Making a call
A call goes through four steps: open the call workspace, check the calling policy, place the call, and review what the call produced. This page walks through each one.
Written for: Staff who make calls · Supervisors
Open the call workspace
Start the call from the record it is about - the Call link on an authorization, claim, denial, account, referral, schedule row or Care patient - so the call is linked to that record. You can also start one directly.
Voice → New call → choose what the call is for
The workspace shows, from your organisation's own records:
| Field or control | What it means |
|---|---|
| Script and prompts | The questions to cover for this kind of call, for example asking exactly which documents a payer is missing and getting the representative's name and a call reference number. These are written by people, not generated. |
| Recording disclosure | Shown when the policy requires it. Say it first: "This call may be recorded for quality and record-keeping purposes." |
| Debt-collector disclosure (FDCPA) | Shown on patient balance calls. The organisation's RCM settings and the account's contact history decide whether the first-contact or later-contact wording applies. |
| On this record | Previous calls (details only, not their content), open tasks and documents on the same record. |
Check the calling policy
Fill in who you are calling, the number (suggested from the record - the payer's phone for payer calls, the patient's phone for patient calls - and changeable), the recipient's state, and how the call is handled. Then choose Check the calling policy.
The recipient's two-letter state matters: it sets the calling hours and the recording rules. The result is either Allowed now or Not allowed, with the reasons in plain words, the recording decision, and the policy version. Every check is recorded.
The check covers, among other things:
- consent to call, and withdrawn consent;
- do-not-call, cease-and-desist, attorney representation and bankruptcy notices;
- calling hours of 8 AM to 9 PM in the recipient's local time, narrowed by the state's own rules for patients and guarantors (weekends, federal holidays);
- frequency limits: your organisation's daily attempts per number, state limits, and for debt calls the Reg F limit of seven attempts per debt in seven days;
- whether the use case's autonomy level allows this kind of call;
- an earlier high-risk call that a person has not resolved yet.
The full list of reasons is on Calling policy and settings.
Place the call
When the check says Allowed now, Place call appears. With a real provider, you may be asked for your own phone number: your phone rings first and then connects you. That number is used for this call only and is never stored.
How the call is handled offers two choices: you make the call and the AI drafts the note afterwards, or you make the call with live assistance. Live assistance needs the use case's autonomy level to be 2 or higher; otherwise the policy refuses it.
Simulated calls
Until an administrator connects a telephony provider, your organisation uses the Mock provider. It is simulated: it dials no phone. Simulated calls are labelled as simulated, and they never enter the compliance call history used for frequency limits and collections records.
Because a simulated call has no network to report back on, the call page offers Next provider event and Finish the simulated call, so a person can step it through the same processing a real call goes through. A simulated call has no audio to play.
Live status during the call
The call page shows the call's status as it moves from queued to dialling, ringing and in progress, and offers Hang up (or Cancel call before it is placed). Calls in any of these states are also listed on the Active calls screen.
Voice → Active
After the call
When the call ends, the call page shows each stage as it is produced, then reloads with the results:
| Field or control | What it means |
|---|---|
| Policy decisions | The decision made when the call was requested and the one made at dialling. |
| Recording | Only when your recording policy allowed one. It plays only through an access-checked player, and every playback is recorded in the patient record access log. |
| Transcript | Shown once the recording is transcribed. What was said is a record, never an instruction to the system. |
| Call note and next steps | The AI draft of the note, labelled "AI draft - review before use", and the proposed next steps. See AI review and escalations. |
| Timeline | Every step of the call, in order: who, what and when. |
If nothing could be transcribed, nothing is drafted: the page asks a person to write the note.
Voice → History → open a call