LIVE CALL
Incoming: +1 (412) 555-0198
Specialist: Natalie Mitchell | Duration: 2:34
👤 Client Information
AUTHORIZED CONTACT
Client ID
#EH-456789
Client Name
Elena Hernández
Caller
Carlos Hernández (Son)
Primary Language
Spanish
Active Services
Housing, Mental Health
Communication Pattern
Multiple contact attempts
🤖 AI Agent Recommendations
HIGH PRIORITY
IMMEDIATE ACTION
Escalate caseworker communication issue to Housing Supervisor Maria Santos. Pattern shows 3 unreturned calls over 16 days.
COORDINATION NEEDED
Schedule joint intake for Housing + Mental Health services to avoid duplicate assessments and reduce client burden.
CULTURAL CONSIDERATION
Request Spanish-speaking caseworker assignment. Client prefers native language communication based on call patterns.
🎤 Live Response Translation
READY
English → Spanish Translation Active
Your English Response:
I understand your frustration about the caseworker not returning calls. Let me connect you directly with the housing supervisor who can help resolve this immediately...
Live Spanish Translation:
Entiendo tu frustración por que el trabajador social no devuelva las llamadas. Permíteme conectarte directamente con el supervisor de vivienda que puede ayudar a resolver esto inmediatamente...
🌐 Language Detection & Translation
SPANISH DETECTED
"Hola, necesito ayuda con el voucher de vivienda de mi mamá, pero también creo que necesita servicios de salud mental, y mi trabajador social nunca me devuelve las llamadas..."
"Hello, I need help with my mom's housing voucher, but I also think she needs mental health services, and my caseworker never calls me back..."
Call Classification: Multi-service inquiry detected - Housing + Mental Health
🔒 Privacy Safeguards Active
✓ Client ID displayed after authorization confirmed
✓ All data access logged with client ID #EH-456789
✓ Cross-department sharing requires consent verification
✓ Encrypted translation with automatic session deletion
📞 Previous Call History
5 TOTAL CALLS
Sept 18, 2025
Carlos called - Housing voucher approved but inspection scheduled 3 weeks out. Frustrated about timeline but understanding.
Resolved
🟢 Low Risk
Sept 10, 2025
Carlos called - Mom hasn't heard from caseworker in 2 weeks. Housing inspection delayed. Growing anxiety about losing voucher.
Follow-up needed
🔴 High Risk
Aug 28, 2025
Carlos called - Mom showing signs of depression, not eating well. Worried about her mental state during housing transition.
Referred
🟡 Medium Risk
Aug 15, 2025
Carlos called - Successfully submitted housing application. Grateful for Spanish-speaking assistance. Optimistic about outcome.
Completed
🟢 Low Risk
July 22, 2025
Carlos called - Initial call, overwhelmed managing mom's care. Needs housing + mental health services. Emotional but determined.
Processed
🟡 Medium Risk
🤖 AI Insights
Pattern Detected: Recurring communication issues with assigned caseworker. Consider escalation to supervisor or reassignment.