The Call Details page in Call AI provides a comprehensive breakdown of individual calls within a selected date range. It allows practices to analyze call performance, sentiment, and outcomes, helping teams improve patient communication and call handling efficiency.
Filtering Options on the Call Details Page
Users can refine call data using multiple filter options to focus on specific call types, outcomes, or performance metrics.
Sentiment Filter
Filters calls based on AI-generated sentiment analysis.
Options include:
Positive
Negative
Neutral
Angry
N/A (Not analyzed)
Date & Time Range
Select a specific date range to analyze call activity over time.
Call Direction
Filters calls based on whether they were Incoming or Outgoing.
Helps practices monitor patient-initiated vs. staff-initiated interactions.
Call Duration
Displays how long each call lasted.
Useful for identifying short, unresolved calls vs. lengthy interactions.
Call Score
AI-generated performance score (1-10) for each call.
Helps evaluate agent efficiency and call quality.
Call Type & Outcome
View calls based on interaction type, including:
Spoke with a Person
Voicemail Left
No Answer
Call Disconnected
Caller Type
Identifies whether the caller was a:
New Patient
Existing Patient
Other (e.g., vendor, referral source)
Analyzing Call Details
Each call entry provides the following insights:
Date & Time: Timestamp of when the call occurred.
Duration: Total time spent on the call.
Call Sentiment: AI-determined sentiment (e.g., Positive, Negative).
Call Outcome: Describes the result of the call (e.g., Billing Question, Patient Follow-up).
Agent Name: The team member who handled the call.
Summary Notes: AI-generated call transcription highlights.
Example Call Analysis
Billing Question (Negative Sentiment)
Outcome: The patient questioned a 3% credit card fee, expressing frustration.
Resolution: The receptionist confirmed the fee but provided limited explanations, leading to patient dissatisfaction.
Call Sentiment: Negative (3/10)
Improvement Suggestion: Agents should proactively clarify billing policies and offer alternative payment options.
Recall Follow-Up (Negative Sentiment)
Outcome: A patient declined a cleaning appointment multiple times.
Resolution: The receptionist acknowledged the patient’s decision and removed them from the call list.
Call Sentiment: Negative
Improvement Suggestion: Agents should ask about barriers to scheduling (e.g., financial, timing) and offer alternative solutions.
Why This Page is Important
Identify & Address Negative Interactions
Filter by Negative Sentiment to review dissatisfied patient calls.
Analyze call transcripts and scores to identify recurring issues.
Improve Patient Experience
Track calls related to billing, scheduling, or treatment inquiries.
Ensure positive patient engagement by monitoring call handling trends.
Support Agent Coaching
Use Call Score & Sentiment to assess agent performance.
Identify training opportunities based on low-scoring calls.
Prioritize High-Value Calls
Filter calls by New Patients or Billing Questions to focus on revenue-impacting interactions.
Review Appointment Bookings & Cancellations to reduce patient attrition.
Best Practices for Call Analysis
Regularly Review Negative Calls – Identify areas where patient interactions can improve.
Monitor Call Scores – Ensure calls are handled effectively by reviewing low-scoring conversations.
Train Agents on Common Issues – Address billing disputes, appointment hesitations, and patient concerns.
Follow Up on Unresolved Calls – Proactively reach out to dissatisfied patients.
