# Call Insights

> AI call insights for recorded contact-center calls - full transcript, summary, key points, sentiment and a suggested disposition code.

Source: https://edesy.in/docs/contact-center/ai/call-insights-summary-sentiment

AI call insights turn a recorded contact-center call into a transcript, a 2 to 4 sentence summary, key points and action items, a sentiment label (positive, neutral or negative) and a suggested disposition chosen from your own wrap-up codes. Agents open insights from their call history. The summary is written by Anthropic Claude from the transcript only.

## Facts

| Item | Detail |
|---|---|
| Input | The call recording |
| Transcript | Speech-to-text of the whole call |
| Summary | 2-4 sentences on the call and its outcome |
| Key points | Short points and action items |
| Sentiment | `positive`, `neutral` or `negative` |
| Suggested disposition | One of your active disposition codes, or empty if none fit |
| Model | Anthropic Claude, instructed not to invent details beyond the transcript |
| API | `GET /v1/ccaas/calls/{callSid}/insights` |

## How it works

1. **The call is recorded** and stored in encrypted cloud storage.
2. **An agent opens insights** for the call in *History*, or your system calls the API.
3. **The first request starts processing** and returns `status: "processing"`. The desktop checks again every 3 seconds.
4. **The recording is transcribed,** then summarised with your active disposition names as the list to choose from.
5. **The result is saved** with `status: "ready"` and returned on every later request without re-processing.

## Response

```json
{
  "data": {
    "id": "6f1c...",
    "call_sid": "c0a8...",
    "status": "ready",
    "transcript": "Agent: Thank you for calling...",
    "summary": "The customer asked about a delayed refund. The agent confirmed the refund was issued and shared the reference.",
    "key_points": ["Refund already issued", "Customer to check bank in 3 days"],
    "sentiment": "neutral",
    "suggested_disposition": "Resolved",
    "created_at": "2026-10-20T10:15:12Z",
    "updated_at": "2026-10-20T10:15:40Z"
  }
}
```

| `status` | Meaning |
|---|---|
| `processing` | Being generated; call again in a few seconds |
| `ready` | Transcript and summary are available |
| `no_recording` | The call has no recording, so there is nothing to analyse |
| `failed` | Something went wrong; `error` explains what |

## FAQ

### Do all calls get insights?
Only recorded calls. A call without a recording returns `no_recording`.

### Is the suggested disposition applied automatically?
No. It is a suggestion. The agent picks the final code.

### Which languages are supported?
Insights work from the transcript. Check with us for the languages your team uses before relying on them.

### Does the AI make things up?
The model is told to base everything strictly on the transcript and not invent details. Treat the summary as a draft and read the transcript for disputes.

### Is insight generation charged separately?
[Contact us](https://edesy.in/demo) for the current terms on your plan.

### Can I get insights through the API?
Yes. `GET /v1/ccaas/calls/{callSid}/insights` with your API key.

### Where is the recording stored?
In encrypted cloud storage. Playback uses signed links.