> ## Documentation Index
> Fetch the complete documentation index at: https://docs.closethecall.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Understanding Your Call Details

> Everything shown on the call detail page — recordings, transcripts, summaries, sentiment, and more

## Opening a Call Detail

Click any call row in the **Recent Calls** table on your Dashboard, or go to the **Calls** page in the sidebar and click any call. This opens the full detail view for that call.

***

## Recording Playback

Every call is recorded automatically (unless disabled in HIPAA settings).

* **Play/Pause**: click the play button to hear the full conversation
* **Scrub Timeline**: drag the playback bar to jump to any point in the call
* **Download**: click the download icon to save the recording as an audio file

<Info>
  **Privacy note:** Recordings are kept according to your data retention settings. Configure this in **Receptionist Settings** → **HIPAA Compliance** → **Data Retention**. Default is to keep recordings indefinitely.
</Info>

<Warning>
  If **Recording Consent (TCPA)** is enabled, the AI plays a disclaimer at the start of every call: "This call may be recorded for quality purposes." This is required by law in many US states and recommended in the UK.
</Warning>

***

## AI Transcript

The full text of everything said on the call — both the AI and the caller.

* The transcript is generated automatically by the AI's speech-to-text engine
* It's **not editable** — it's a factual record of what was detected
* Each speaker is labelled (AI vs Caller)

<Note>
  **Accuracy note:** AI transcription isn't perfect. Heavy accents, background noise (traffic, machinery, music), and technical industry terms can cause errors. The transcript is a best-effort representation, not a legal document.
</Note>

***

## AI Summary

A 2-3 sentence summary of the call, written by the AI.

This tells you:

* **What the caller wanted** (e.g., "Caller needed an emergency plumber for a burst pipe")
* **What was agreed** (e.g., "Appointment booked for Tuesday 2pm")
* **Any follow-up needed** (e.g., "Caller asked for a callback with a quote")

The summary is generated automatically at the end of each call.

***

## Sentiment Badge

Each call gets a sentiment rating based on the caller's tone and language:

| Badge        | Colour | What It Means                                  |
| ------------ | ------ | ---------------------------------------------- |
| **Positive** | Green  | Caller was happy, satisfied, or enthusiastic   |
| **Neutral**  | Grey   | Standard enquiry, no strong emotion either way |
| **Negative** | Red    | Caller was frustrated, upset, or complained    |

The AI detects sentiment through a combination of:

* **Language analysis** — words like "terrible", "thank you so much", "frustrated"
* **Tone indicators** — speech patterns detected during transcription
* **Call outcome** — calls that end with a booking tend to be rated more positively

***

## Disposition

The disposition tells you what happened on the call:

| Disposition             | What It Means                                                      |
| ----------------------- | ------------------------------------------------------------------ |
| **NEW\_LEAD**           | Caller enquired about services — their info was captured as a lead |
| **BOOKED**              | An appointment was successfully scheduled                          |
| **CALLBACK\_REQUESTED** | Caller asked for a callback from a real person                     |
| **FAQ\_ANSWERED**       | Caller had a question that was answered — no lead needed           |
| **TRANSFERRED**         | Call was transferred to your personal number                       |
| **SPAM**                | Robocall, telemarketer, or irrelevant call                         |
| **NO\_ACTION**          | Call was too short or unclear — no action taken                    |

***

## Duration

Total call time displayed in **minutes:seconds** format (e.g., 3:42).

This is the actual talk time from when the AI answered to when the call ended. It counts toward your monthly minutes allowance.

***

## Caller Info

* **Phone number**: the number that called, displayed in international format
* **Name**: if the caller gave their name during the call, it appears here. Otherwise shows "Unknown"
* **Returning caller**: if this phone number has called before, you'll see a "Returning" indicator. The AI also knows they've called before and can reference previous interactions.

***

## Troubleshooting

### What if the recording is missing?

Possible reasons:

1. **Call was too short** — calls under 5 seconds typically don't generate a recording
2. **Network issue** — a connection drop during the call can prevent the recording from uploading
3. **Recording disabled** — check if HIPAA mode has recording turned off in **Receptionist Settings**
4. **Still processing** — very long calls can take a few minutes to process. Refresh the page.

### What if the transcript is wrong?

AI transcription has limitations:

* **Heavy accents** can cause misheard words
* **Background noise** (construction, traffic, wind) reduces accuracy
* **Technical terms** specific to your industry may be transcribed phonetically
* **Overlapping speech** (caller talking over the AI) is hard to separate

The transcript cannot be manually edited — it's an automated record. If accuracy is critical for your business, listen to the recording instead.

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