Call recordings and transcripts

Every call Amy handles is captured — a recording, a full transcript, and a short summary — and saved to the patient's record. That means you never have to remember what was said on a call. You can read it, search it, and play it back whenever you need to.

What gets saved on every call

For each call, Amy stores:

• A recording you can play back.
• A full transcript of what was said, both sides of the conversation.
• A summary with the reason for the call and the outcome — booked, message taken, verified, or escalated.
• The call details — who called, the number, the time, and how long it lasted.

Amy identifies herself as an AI assistant at the start of every call, so callers always know they're speaking with your AI front desk.

Where to find a call

Calls live in two places, and both point at the same record:

• On the patient's timeline. Open a patient and scroll their timeline — every call, text, and note sits together in order. The call entry holds the summary, transcript, and recording.
• In your day's activity. Recent calls also appear on your Today view, so you can jump straight from a missed or handled call into its details.

Search across transcripts

Because every call is transcribed, you can search what was said, not just who called. Use search to find a call where a patient mentioned a specific insurance, a procedure, or a scheduling request — even if you don't remember the date. The matching calls come back with the moment in the transcript highlighted.

How recordings and transcripts are kept safe

Call data can include patient information, so it's treated as protected the same way the rest of your patient records are:

• Access is limited to your practice. Only your team sees your calls, and what each person can open follows their role. See Roles and permissions.
• Everything is encrypted and stored securely, and access is logged.
• It's covered by the same protections as the rest of your patient data. For the full picture, read How Valian protects your data.

Frequently asked questions

Is every call recorded and transcribed? Yes. Every call Amy handles is transcribed and summarized, and a recording is saved to the patient's record.

Do I have to listen to the whole recording? No. Start with Amy's summary and the transcript — most of the time that answers your question. The recording is there when you want to hear the exact words.

Can I search what a patient said on a call? Yes. Transcripts are searchable, so you can find a call by a word or phrase from the conversation, not just by name or date.

Who on my team can see recordings? Anyone with the right access. What each person can open is set by their role, so you control who sees call data. See Roles and permissions.

Does Amy tell callers she's an AI? Yes, at the start of every call. She always identifies herself as an AI assistant so callers are never misled.

How long are recordings kept? Recordings and transcripts are retained with your practice's records. If you have a specific retention need, message your onboarding contact or submit a ticket from the Help Center.