Life safety · recorded call

Medical emergency in a condo: how the AI concierge put 911 first

A resident calls because her husband has collapsed and is not responding. The AI concierge tells her to hang up and call 911 right away, sends security to meet the paramedics at the main entrance, holds Elevator A at the lobby, confirms the unit for responders and keeps the family with the 911 dispatcher.

Recording · 1:30Harbor Point

A husband collapses at home

Caller
Linda Harper, unit 1904
Who
Resident
When
8:12 PM · Unit 1904
Language
English
Play it in the 3D building sim
Harbor Point is our example building. Everyone on the call except the AI concierge is simulated.

Transcript of the medical emergency call

Word for word, with the time each line starts. Harbor Point’s AI concierge answers as Quinn.

  1. AI concierge0:00

    Thanks for calling Harbor Point. I'm Quinn, the building's AI concierge, and this call is recorded. If you have a fire or medical emergency, please hang up and call 911. May I have your name, please?

  2. Linda0:14

    Hi, yeah, uh, it's Linda Harper. Can you help me, please?

  3. AI concierge0:19

    Thank you, Linda. How can I help you today?

  4. Linda0:22

    My husband just collapsed in the kitchen. He's breathing but not responding.

  5. AI concierge0:27

    Please hang up and call 911 right now. Security is being sent to meet the paramedics at the main entrance, and Elevator A is being held at the lobby for them; are you in unit 1-9-0-4?

  6. Linda0:38

    Yes, we're in unit 1904. My daughter is calling 911 on her cell right now. I'll stay on with you.

  7. AI concierge0:46

    Stay on with 911 and follow what the dispatcher tells you. Security is being sent to meet the paramedics at the main entrance, and Elevator A is being held at the lobby; is your husband still breathing?

  8. Linda0:58

    Yes, he's still breathing. Thank you for holding the elevator and sending security.

  9. AI concierge1:04

    Stay on with 911 and follow the dispatcher's instructions. Security is at the main entrance and Elevator A is being held; is your daughter still connected with 911?

  10. Linda1:14

    Yes, she's still on the line with them. I think I hear the sirens now. Thank you so much. Goodbye.

  11. AI concierge1:22

    Stay on with 911 and follow the dispatcher's instructions. Security will meet the paramedics at the main entrance.

What should a building do when a resident calls about a medical emergency?

The AI concierge gives no medical instructions of its own in this call. It sends the family to 911 and gets the building ready for the paramedics.

  1. Tell the caller to hang up and call 911 right now. The 911 call comes first.
  2. Send security to meet the paramedics at the main entrance.
  3. Hold an elevator at the lobby for the responders.
  4. Confirm the unit number so responders go to the right door.
  5. Keep the family on with 911 and following the dispatcher’s instructions.

These steps come from this one recorded call. Your building’s own policy decides.

About these recordings. Harbor Point is our example building. Everyone on these calls except the AI concierge is simulated. Names, units, dates and amounts are sample data. TowerLine AI is a product of The AI Agency USA, Inc.

Hear the AI concierge take a call like this for your building.

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