What a call is like

Knowing what the call will sound like helps you tell the person you love what to expect. Here is a call from the first ring to goodbye.

It starts with a hello

When they pick up, Rosie waits a moment for them to say hello, then says who is calling and for whom. For June, whose son Sam set up the calls, it sounds like this:

"Hi, is this June? This is Rosie from Companion Calls, calling for the Mitchell family."

The call is recorded from the moment it is answered.

Permission to record

On the first call, Rosie explains that the call is recorded and asks whether that is all right:

"Before we start, I want you to know this call is being recorded so what you share can be kept for Sam. Is that all right with you?"

The conversation only begins after they say yes.

• If they say yes, Rosie thanks them and the conversation starts. The first call begins at the beginning: where they were born and grew up.
• If the answer is unclear, Rosie explains once more who set up the call and why, and asks again.
• If they say no, or the answer is still unclear the second time, Rosie tells them that is completely fine and says goodbye. Calls are paused, and you get an email letting you know.

On every call after that, Rosie gives a short reminder that the call is recorded and goes straight into the conversation. No answer is needed.

The conversation

Rosie asks about their life, one thing at a time, and follows where they want to go. From the second call on, Rosie can pick up a thread from an earlier call: "Last time you told me about the diner…"

If they ask, Rosie will tell them plainly that it is a computer program.

How long it lasts

There is no fixed length: a call lasts as long as the conversation does. About seventeen minutes in, Rosie offers to keep going for a few more minutes or to stop for the day. A call never runs past the half-hour mark.

When they say goodbye, or choose to stop for the day, Rosie says a warm goodbye and hangs up.

Asking not to be called

They are always in charge.

• If they say something clear like "stop calling me" or "don't call me again", Rosie says it will not call again and says goodbye. All future calls are turned off, and you get an email.
• If they say something less clear, like "I don't want to do this anymore", Rosie asks whether to stop calling altogether. Anything other than a clear "no" is taken as yes, and calls stop.
• If they say "don't record this" at any point, the call ends and calls are paused.

Tip: To end just today's call, "goodbye" works best. If Rosie asks whether to stop calling altogether and they only meant today, a clear "no" keeps the calls coming.

If they don't answer

If a call reaches voicemail, Rosie hangs up without leaving a message. A scheduled call that is not answered, is busy, or reaches voicemail is tried once more about twenty minutes later, as long as that is still inside the hours you chose.

If two scheduled calls in a row are missed, you get an email. After three, calls are paused and you get an email asking you to check the usual time.

Good to know

Why did the call hang up as soon as they answered? Rosie listens for answering machines. A very long greeting when picking up (six seconds or more) can sound like one, and the call ends. A short "Hello?" works best.

Does Rosie mention a call-in PIN? No. Rosie never brings up the PIN during a call. If calling in needs a PIN and none is set yet, your Home page lists it under Needs you. Set one under Manage, on the Call security tab.