Full transcript, AI summary,
sentiment — seconds after hangup.
Every call transcribed with speaker attribution, an AI-generated summary, sentiment analysis across positive/neutral/concern dimensions, key moment markers, and a searchable library across 23k+ calls — ready seconds after the line drops.
Post-Call Transcript · #9817241 · 4m 12s
CompleteMedicare Advantage inquiry — caller turning 65 in March, zip 33602, requesting Part D comparison. Referred to Plan A. No compliance issues detected.
“Thank you for calling. An enrollment specialist will be with you shortly.”
“Hi, I’m turning 65 in March and looking at Medicare Advantage options for next year.”
“Absolutely — I can compare plans in your area. Can I get your zip code and confirm your eligibility date?”
“33602, and I’m looking at prescription coverage too — I take three medications.”
From hangup to full insight in seconds.
Call ends
The moment the line drops, the stereo recording and live transcript feed into the post-call pipeline. Caller and agent legs are already separated at the carrier level.
Transcribed in seconds
A typical 4-minute call is fully transcribed within 8–12 seconds. Speaker labels, timestamps, and inline PII redaction apply automatically — no manual configuration per call.
AI analyzes
Sentiment is scored across positive, neutral, and concern dimensions for the full call. Key moments (Intent, Qualify, Convert, Concern) are tagged by timestamp to the exact second they occurred.
Summary & search-ready
An AI summary covering intent, outcome, and compliance lands in the call record. The full transcript is indexed and searchable across 23k+ calls within 30 seconds of call-end.
Every moving part.
AI call summary
Auto-generated summary covering caller intent, agent actions, compliance status, and outcome — delivered within seconds of hangup and searchable in the transcripts library.
Sentiment analysis
Full-call sentiment broken into Positive, Neutral, and Concern percentages with a color-coded bar. Sentiment trajectory across the call timeline available in drill-down view.
Key moment markers
Intent, Qualify, Convert, and Concern moments tagged to the exact second by the AI. Each marker links to the corresponding line in the transcript and the timestamp in the recording.
Speaker attribution
IVR, CALLER, and AGENT turns labeled from carrier leg separation — near 100% accuracy on stereo recordings. Each turn carries an absolute timestamp and inline PII redaction.
Semantic transcript search
Full-text and semantic search across 23k+ transcripts. Risk triage filters — litigator bait, DNC request, missing disclosure, refund risk — with snippet previews and inline highlights.
Recording & transcript sync
Play the recording and follow along in the transcript at once — playhead syncs to the current line. Speed controls (0.75× – 2×), download, and webhook-push to your data warehouse.
The teams where every conversation counts.
Agent coaching
Pull every call where an agent deviated from script, missed a disclosure, or sentiment dropped. Key moment links jump directly to the exact second in the recording — no scrubbing.
Compliance audit
Searchable, redacted transcripts with AI summary and compliance status ready for regulator and auditor review. Full-text search surfaces every call missing a required CMS disclosure.
Dispute resolution
Resolve payout disputes against the verbatim speaker-attributed transcript and synced audio recording — with timestamp and sentiment context attached to every disputed moment.
QA review
AI summary and sentiment bar surface quality issues without listening to the recording first. Flag calls for detailed review, mark resolved, or export to your QA tool in one click.
What teams always ask.
A typical 4-minute call is fully transcribed within 8–12 seconds of call-end. The AI summary, sentiment score, and key moment markers are appended to the call record within the same window. Full-text indexing (for search) completes within 30 seconds. Streaming transcript is also available during the call via Conversation AI.
Sentiment is analyzed across the full conversation and expressed as three percentages: Positive, Neutral, and Concern. The color-coded bar gives an at-a-glance read. Drill into the transcript and the sentiment trajectory view shows how polarity shifted across the call timeline — useful for pinpointing the exact moment a caller's mood changed.
Four moment types are detected: Intent (caller expresses purchase or enrollment intent), Qualify (agent gathers qualifying information), Convert (sale, transfer, or appointment confirmed), and Concern (sentiment drop, objection, or compliance risk detected). Each moment is tagged to the exact second in both the transcript and the synced recording.
Speaker attribution uses carrier-level leg separation rather than acoustic diarization, giving near 100% accuracy on stereo recordings (the standard for Pulse calls). IVR, CALLER, and AGENT turns are labeled independently. Mono recordings fall back to acoustic diarization at approximately 94% accuracy.
Default retention is 13 months, configurable up to your plan limit. Per-call overrides support legal-hold scenarios. Export options: CSV download, webhook push to S3, BigQuery, Snowflake, or any HTTPS endpoint. Cross-workspace search is available on enterprise plans, scoped by user permissions.
Related Pulse capabilities.
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