Using Phone and Email

When a policy analysis has gaps (shown as empty fields with red backgrounds), you can chase the provider directly from 4admin using email or phone.

Prerequisite

Make sure you've set up your contact methods before proceeding.

Email Feature

Click the email icon in the policy details view to send an information request.

How It Works

1. 4admin auto-generates an email listing all missing fields
2. Provider email addresses are suggested from a database and from the document itself
3. You can edit the email before sending

Sending an Email

1. Open a policy with missing information
2. Click the email icon
3. Select From (your connected email account)
4. Select or type To (provider email)
   • Emails found in the document show "(From page X)"
   • Suggested emails show match percentage
5. Edit the Subject and Body if needed
6. Click Send Email or Open in Outlook

tip

Double-check provider email addresses before sending. The suggested emails are helpful but should always be verified. You can type your own email address if the suggestions aren't right.

Phone Feature

Click the phone icon to call the provider directly from 4admin.

How It Works

1. Click the phone icon in the policy details view
2. A phone bar appears with provider contact options
3. Make your call — 4admin can record the conversation
4. After the call, transcript values can be populated into the analysis

After a Phone Call

If you got information from a call:

1. The Call Transcript button appears after the call ends
2. Click it to review what was discussed
3. You can also click Auto-populate to automatically add any missing data that was gathered on the call. Check it out below!

4. Each populated value is marked with "Phone call" as its citation

Editing the Transcript and Summary

Transcription isn't always perfect on noisy calls, so you can now correct the transcript and summary directly on the Call Transcript screen — that way the next person to read it gets a clean, accurate version.

• Edit a message — hover over any message, click the pencil, fix the wording and click Save (clicking away also saves). Cancel discards the change.
• Fix the speaker — if a line is attributed to the wrong person, hover the message and click Switch speaker to move it to the other side of the conversation.
• Edit the summary — click Edit on the summary card to amend it, then Save.

Your changes are saved automatically and update the stored transcript.

Manual Entry After a Call

If you prefer to enter information manually:

1. Type the value in the field
2. Tick the Phone call checkbox next to that field
3. This records that the information came from a call

Best Practices

Before Contacting a Provider

1. Review what information is missing (red fields)
2. Check the document for any overlooked details
3. Prepare your reference numbers (Plan Number, Client Name, etc.)

During a Call

1. Ensure that you are using your preferred microphone as an input source
2. Press the keypad icon in case there is a menu. E.g. 'Press 1 for Client Services'
3. Have the policy details open for reference
4. Ask about all missing fields in one call
5. Confirm spellings of important values
6. Note which page numbers relate to information (if from documents they send)

After Contact

1. Enter any new information promptly, or wait for the transcription and auto-population fields to become available
2. Mark citations appropriately (phone call or page number)
3. Save your changes
4. Mark the policy as complete when all fields are filled

Troubleshooting

No provider email suggestions

• The provider may not be in the database
• Type the email address manually

Email not sending

• Check you've selected both From and To addresses
• Ensure your email account is connected in Settings

Transcript values not appearing

• Call must complete successfully
• Transcripts take around 1 minute to show up
• Check the Call Transcript button after the call ends