Call recordings and transcripts
What 2care records for each call, where your team finds transcripts and summaries, and how to use them to check bookings and handoffs.
3 min read
What is kept for each call
Every call 2care answers is transcribed and logged. Your team can see what the caller asked, what the agent said, and what was written into your system as a result.
| Item | What it shows |
|---|---|
| Transcript | The full conversation, turn by turn |
| Summary | A structured note of who called, why, and what happened |
| Outcome | Booked, rescheduled, cancelled, answered, or handed to staff |
| Write log | Each change made in your schedule or records, with when it happened |
| Escalation record | What was escalated, where it went, and why |
Terms
- Transcript. A written record of everything said on the call, by the caller and the agent.
- Structured summary. A short note in set fields: caller, reason for the call, what was done, and anything left for staff.
- Write log. The record of every change 2care made in your system during the call.
Where to find them
Transcripts, summaries and outcomes are in your 2care account, listed call by call with the caller, date and outcome.
The call record is also linked to the patient, so a transcript can be found long after anyone remembers the call. In systems that support it, a reference to the transcript is written back with the booking.
Transcripts on handoffs
When a call reaches your staff, the transcript and summary go with it. A warm transfer carries the full transcript and a structured summary, so your team picks up already knowing who is calling and why. Refill and result requests arrive in your queue with the same detail.
Common uses
- Check a booking. Open the call to see the time, provider and visit type the caller agreed to, and compare it with your schedule.
- Follow up a request. Read the summary before calling a patient back, so you do not ask them to repeat themselves.
- Review an escalation. See what the caller said, and when and where the call was routed.
- Improve answers. Spot questions callers ask often, and ask your specialist to add or change an answer.
Every change is traceable
Each write the agent makes is a separate, attributable event. Your team can trace every booking, reschedule and cancellation back to the call that made it, and undo it in your schedule as usual.
Write-back is encrypted and audit-logged. See encryption and audit logs.
Privacy
Transcripts contain patient information and are handled under the Business Associate Agreement your practice signs before any patient data moves. Patient data is protected the same way in transcripts as in the rest of 2care.
See HIPAA and the BAA and how patient data is used.
Questions
Can we see calls in any language?
Yes. Every call is transcribed, whichever language the caller used. See languages.
Who at our practice can see transcripts?
The people you give access to your 2care account. Your specialist sets up access with you at onboarding.
Can we use a transcript to settle a question about a booking?
Yes. The transcript shows what was agreed on the call, and the write log shows what was written into your schedule.
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