Do you include text during a phone call simulation?

Listening to someone say text on the screen increases cognitive load, which decreases learning. So I wouldn't put the text on the screen just to fill space. (Yes, CC should be available for those who might take the course in a situation where it's hard to listen.) 

You could time brief bits of related text to animate on during the conversation, like quick notes that reinforce what's being said.

I wonder what the call-center folks look at while they're on a call. Is that something that can be simulated?