PT-9945
June 6, 2026
AD
Admin
Administrator
All Calls
PT-9945
c023 · April 24, 2026 · 00:00
1m 36sNegative(2.8)
KM
Agent
Karan Malhotra
a4
Patient Sentiment
2.8/ 10
Negative
Script Adherence
80%
4 of 5 items passed
Call Recording
1m 36s
Available via vendor
Call Transcript
10 turns
KM
Karan Malhotra00:00:04
Hello, this is Karan from patient support. How are you today?
P
Patient00:00:11
Not great, honestly. I've called three times already about the same issue.
KM
Karan Malhotra00:00:20
I'm sorry to hear that. I'll do my best to resolve this for you today. Can I get your patient ID?
P
Patient00:00:30
PT-9945. I need my referral to the cardiologist and nobody seems to be doing anything about it.
KM
Karan Malhotra00:00:45
I understand your frustration. I can see the referral was flagged last week. Let me get a supervisor involved immediately.
P
Patient00:00:58
This is unacceptable. I have a serious condition and I've been waiting three weeks.
KM
Karan Malhotra00:01:10
You're absolutely right and I sincerely apologize for the delay. I'm escalating this right now and you will get a direct callback from our referral team within the hour.
P
Patient00:01:22
Fine. But if I don't hear back I'm filing a complaint.
KM
Karan Malhotra00:01:32
Completely understood. I've logged your concern and your callback is confirmed. Thank you for your patience.
P
Patient00:01:36
Alright.
AI Summary
Patient expressed strong frustration about unresolved cardiology referral after three prior calls. Agent escalated to supervisor and committed to one-hour callback.
referralcardiologyescalationfrustratedcomplaint
Script Checklist
Good adherence
- Introduction & Greeting
- Patient Verification
- Purpose & Issue Identification
- Resolution & Next Steps
- Closing & Farewell