Call Recap Short - Humanatic Category Call Recap Short Complete Guide

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  Category Instructions: Call Recap Short

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The purpose of the category Call Recap Short is to summarize the important information discussed during a connected call.

Helpful information:

  • Not connected calls: If a caller does not reach a live, qualified employee that is able to help the caller with his or her inquiry, then the call is considered Not Connected. If a call is not connected, please fill out the first and second field with N/A. Then in the third field type “N/A” followed by the reason.
  • Use proper spelling and punctuation.

The customer was calling to

Write the Customer reason of the call plus include car name and model if mentioned.

The agent tells the customer

Write the response of the agent, like car available or offering them a different cars, 

The result of the call was

Write the result of the call with appointment outcome according to categories 
For Example, 
If you got the DSV call write the result of the call like
  • fix appointment, with date,time and day
  • lose appointment with mentioned day,or time range
  • appointment requested but not set , with reason
  • no new appointment was requested , with reason


Step 1: Complete the first sentence with a short summary of the caller's main purpose for calling.

  • Do not provide the start of the sentence. The first portion of the sentence is provided for you, and it reads "The customer was calling to".
  • You are expected to complete the sentence from where that text stops.
    • Example -We provide “The customer was calling to” and you may fill out the first text box with “schedule an oil change appointment for his Ford Escape.”
  • Provide specific details about the caller’s main reason for calling.
    • For automotive sales, you should include vehicle information, such as the make, model, mileage, and price, as well as where the automobile was seen, when possible. If specific details are not provided, describe the general details. You should include any and all appointment details. If an appointment is not discussed, the summary should state that an appointment was not discussed.
    • Examples - The customer was calling toinquire about a 2016 Honda Civic that they saw on Autotrader.inquire about what trucks the dealership had available that had less than 50,000 miles on them.inquire about available sedans priced between $20,000-$30,000.
    • For automotive services, you should include the services and appointment requests discussed.
    • Examples - The customer was calling to:schedule an oil change for their Chevy Equinox.inquire about pricing for an engine flush.
    • For medical, dental, veterinary, and home services, you should include inquiries about insurance coverage, as well as services, procedures, and appointment requests that are discussed.
    • Examples - The customer was calling to:see if the practice accepted Humana insurance.schedule an appointment for a general check-up.inquire about the pricing of bloodwork for a dog.ask if the dental office performs teeth extractions.
    • For general and undetermined call types, you should do your best to recap the available audio.
    • Examples - The customer was calling to:check on the status of an undetermined business discussion.asks if a previously scheduled appointment is still set for Saturday at 11:00 AM.
    • For calls that are not connected to a qualified employee, you should only type “N/A”.
    • Examples of calls that are not connected:Caller reached voicemail and left a messageCall was answered by an agent, but the agent was not a qualified employee or the intended party, and the caller was transferred to voicemail and left a messageCaller did not connect to the intended individual or a qualified employee and instead left a message with a live person meant to be passed on to the intended individual or a qualified employeeCaller is transferred from a person or business greeting and left on hold through the end of the call
      A business greeting is a recorded message that provides information to the caller, such as business hours, the office being closed, or all lines being busy at that time.      Caller is transferred from a person or business greeting and the call disconnects while on hold before contact information was sharedCaller dialed the wrong numberAudio only consists of dial tone, fax machine, or other soundsAudio is unclear because it is a garbled or distorted recordingCall is only a few seconds in length and contains no clear audio or conversationCall consisted of music from start to finishCall connection is lost during conversation and no contact information was shared yet and/or no appointment discussion took placeCall consisted of perpetual ringing from start to finishCaller hung up during an after hours greeting or other business recordingCaller hung up during the bridge greetingA bridge greeting is a recorded message that answers the phone and offers a menu such as "For sales press 1, for service press 2, for parts press 3"Caller reached an answering machine but did not leave a voicemail messageCaller reached an answering machine but the mailbox was fullCaller reached an answering machine but the recording contained no wordsCaller was offered the option of leaving a message with an unqualified employee but declined to leave a live messageCaller did not connect to the intended individual or a qualified employee and ended the call without leaving a live messageCaller was unable to be connected to the desired department and no message is left.
    • The details provided should be contained within one sentence. Additional sentences may be used, if needed, but try to keep summaries as brief as possible.
    • Use proper spelling and punctuation.

Step 2: Complete the second sentence with a summary of the agent’s response.

  • Do not provide the start of the sentence. The first portion of the sentence is provided for you, and it reads "The agent tells the customer".
  • You are expected to complete the sentence from where that text stops.
  • Example -We provide "The agent tells the customer" and you may fill out the second text box with “that they have availability that afternoon and asks the caller what time is best for him.”
  • Provide specific details about the agent’s response to the caller’s main purpose for calling.
    • For Connected calls you should include the specific details of the agent’s response.
    • Examples - The agent tells the customerthey do accept the customer’s insurance, and then asks if the caller would like to set an appointment.that the requested procedure costs anywhere from $200-500.
    • For calls that are not connected to a qualified employee, you should only type “N/A”
  • The details provided should be contained within one sentence. Additional sentences may be used, if needed, but try to keep summaries as brief as possible.
  • Use proper spelling and punctuation.

Step 3: Complete the third sentence with a short summary of the call concluded. You do not need to provide the prefix. You just need to complete the sentence.

  • Do not provide the start of the sentence. The first portion of the sentence is provided for you, and it reads "The result of the call was".
  • You are expected to complete the sentence from where that text stops.
  • Example -We provide "The result of the call was" and you may fill out the third text box with “an appointment was scheduled for 2:00 PM that afternoon.
  • Provide specific details about how the call concluded. You should include appointment dates and times when possible.
    • For calls that are connected to a qualified employee, you should include the specific details of the agent’s response.
    • Examples - The result of the call was:they do accept the customer’s insurance, and then asks if the caller would like to set an appointment.that the requested procedure costs anywhere from $200-500.
    • For calls that are not connected to a qualified employee, you should type “N/A” followed by the reason the call was considered not connected.
    • Examples - The result of the call was:N/A - The call was considered not connected because a live message was left for the qualified employee.N/A - The call was considered not connected because it reached voicemail.
  • The details provided should be contained within one sentence. Additional sentences may be used, if needed, but try to keep summaries as brief as possible.
  • Use proper spelling and punctuation.

Unfamiliar Language

  • Select this option if the call is in any language that you are unfamiliar with and unqualified to review.
  • This option is not intended for calls that contain no spoken words.
  • Do not provide a recap for a call that is conducted in an unfamiliar language. Doing so is incorrect and will result in the removal of category access.

Please do not include sensitive PII:

Sensitive PII is information which, when disclosed, could result in harm to the individual whose privacy has been breached. Such information includes credit card numbers or other personally identifiable financial information (PIFI) and unique identifiers such as social security numbers.

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