Gastroenterology · Saturday, 9:40 p.m.
A caller in another live language, after hours
The receptionist picks the caller's language from the first words, screens a post-colonoscopy bleeding concern with the GI practice's questions, and pages the on-call. The transcript is shown here in English.
Scripted example from the test suite the receptionist is checked with, using its real lines. The caller, the names and the numbers are invented; the practice is the sample practice.
The call.
- Receptionist
Thanks for calling Cedar Clinic. I'm the practice's AI assistant. I can book a new visit, move or confirm an appointment, take a refill or records request, answer questions about the office, or get you to a person. What would you like to do?
- Caller
[In the caller's language] I had a colonoscopy yesterday and now I'm passing a lot of blood.
- Receptionist
[The receptionist continues in the caller's language] I'm sorry, that sounds worrying. I'll ask the questions your doctor set for after a colonoscopy and get the on-call doctor involved. Your first and last name, please?
- Caller
Rosa Delgado.
- Receptionist
Thank you, Rosa. And your date of birth?
- Caller
The fourth of May, nineteen sixty-one.
- Receptionist
Is the bleeding more than a few tablespoons, or are there clots?
- Caller
More than that. There are clots.
- Receptionist
Do you feel dizzy, faint, or is your heart racing?
- Caller
A little dizzy when I stand up.
- Receptionist
Thank you. Because of the amount of bleeding and the dizziness, I'm paging Dr. Nunes, who is on call, right now with your answers. If you faint, or the bleeding is heavy and does not stop, call 911. Is this the best number to reach you?
- Caller
Yes.
- Receptionist
Dr. Nunes has your answers and your number and will call you within fifteen minutes. Please stay near the phone.
What the practice saw.
- Escalation: post-procedure form, heavy bleeding with clots, dizziness. Paged Dr. Nunes at 9:42 p.m.; acknowledged at 9:44 p.m.
- The call's language is noted on the escalation; the on-call saw the answers in English on the secure page.
- The languages page lists which languages are live; the receptionist tells a caller plainly when one is not.