Fortcall
The stage opens with the record, the disclosure seal, and the live call.
File
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Why this call
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Idle — the line is not open.
The transcript fills in as the call runs.
Every lookup, check and refusal the agent makes lands here.
The agent answers without knowing who is calling. It finds out what they need, locates or creates the record, and applies the same disclosure gate before a single clinical word is said.
Idle — the line is not open.
Answer the line to start. The agent greets, listens, then finds out who is calling.
Lookups, verification and refusals land here as the call runs.
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Desk standards
The gate the agent cannot talk its way past, who is entitled to what once it passes, and the one thing that outranks the gate entirely.
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A spouse can pass every identity factor on a file — they know the date of birth, they often know the Emirates ID — and still be entitled to nothing. Identity is a count. Authority is a category. Collapsing them into one is the mistake this policy exists to prevent.
A caller describing any of these is not verified first. The agent stops the call flow and sends them to 999 or the nearest emergency department. uniCare is an outpatient centre and is not the right place for it.
Gating everything would make the control meaningless and the desk useless. Taking a booking gives information out; it does not disclose anything about an existing patient. Confirming an existing appointment does.
This session
Every call the desk has completed since the service started. A correctly refused caller counts as a success — the control working is the point.