Working a Call

When a call connects, careCycle opens the call workspace: the script and form for this call in the center, with everything else you might need one keystroke away.

The Header

The top of the workspace shows who you are talking to, the connection status, and a running call timer, alongside your call controls:

• Mute / Unmute
• Hold / Resume (not available during a private transfer consult)
• Add participant and the participants list, for transfers and three-way calls
• Keypad, for IVR menus
• Hang up (if you started a private transfer, bring the customer back in or cancel the transfer first)

The X in the corner does not end the call: it returns you to the app with the call still connected, so you can check something and come back.

The Call Form

If a call form is assigned to this call, it renders in the center, one section at a time with Previous and Next:

• Script cards (marked with a headset icon) are what you say, with the member's details already filled into the wording.
• Fields are what you capture. Required fields are marked, and Next will not advance until they are filled. Everything you type saves to the customer's record continuously; there is no submit button to forget.
• Smart blocks handle the structured stuff: address lookup with autocomplete, prescriptions, provider search by name or NPI, dependents, and policies.

While you talk, the AI listens to the transcript and fills fields for you; a small "Updating call form from the conversation..." pill appears when it does. It only ever fills empty fields: anything the record already knew, or anything you typed yourself, is locked against AI changes.

Some forms branch: answers in one section decide which section comes next, so just keep following Next.

The Sidebar Panels

Four panels dock on the right, toggled with Alt+1 through Alt+4:

1. Transcript: the live conversation, with your lines marked "You".
2. Notes: jot call notes; they save to the customer's Inbox thread so the whole team sees them.
3. Customer Info: the editable demographics, address, financial, and dependents cards.
4. Policies: the member's policies.

Drag panel tabs to split the sidebar, dock a panel across the bottom, or expand one to full screen. Your layout is remembered.

When the call ends, the wrap-up banner takes over.