Calls won't log in NetSuite - transcript making the log too big

My customer service reps keep seeing an error message says there is a 4000 character limit causing the transcript and notes to fail to log. If this is actually a thing, this tool is not working. I would say a good 75% of our agent calls are longer than 5 minutes and some may last upwards of an hour. 4000 characters is easy to exceed and I watched 2 separate calls have this pop up and now no records were stored in NS. Can someone tell me if I am doing something wrong or offer some insight on this? Thanks!