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How KPFY analyzes an Orthopedics call

Listen to a real call and see what AI extracts automatically

Call & Transcription

Choose call type:

📞 Complaint — rushed consultation, no explanation about MRI

🔇 Audio coming soon — read the transcript below

Transcript

Operator: Hello?

Patient: Hello. I went to your orthopedic clinic and I'm disappointed. I waited an hour, the doctor saw me for five minutes, sent me for an MRI and that's it. No explanation at all.

Operator: I'm sorry. Can you tell me your name?

Patient: Dan Marinescu. And he didn't even tell me how much the MRI costs. I found out at reception it's four hundred lei.

... see full transcript ▾

Call Analysis

🤖 AI Analysis Result

Intent

Complaint

Result

Escalated

Service

Orthopedic Consultation

Operator

Diana

3.0

💬 Communication

—

🏥 Expertise

4.0

💰 Commercial

💬 Communication 3.0

Greeting

✗ Unprofessional greeting (just "Hello?" — no clinic name)

✗ Did not introduce by name

Reason for calling

✓ Asks or clarifies the reason for the call

Closing

✗ Did not ask if they can help with anything else

✓ Wished a good day

Unprofessional greeting significantly impacted the score.

🏥 Expertise —

N/A — complaint call, not a service discussion.

💰 Commercial 4.0

Complaint empathy

✓ Listens without interrupting

✓ Validates the complaint

✓ Proposes concrete solution (free follow-up with different doctor)

✓ Commits to clarifying MRI necessity

✓ Sets callback deadline

✗ Does not formally register the complaint

Good complaint handling but did not register the complaint formally.

What the manager sees:

"Diana handled the complaint empathetically and committed to clarifying the MRI necessity. The unprofessional greeting (just \"Hello?\") and missing formal registration need coaching."

Test your clinic scenarios on all 3 axes in parallel.
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Operator Performance

Diana's progress over 8 weeks

Since the clinic started using KPFY, Diana's scores have been steadily improving

Communication

3.2 → 4.2

+31%

Expertise

2.1 → 4

+90%

Commercial

2.8 → 3.8

+36%

What specifically improved

Asks about first aid applied (ice, immobilization) 14% → 68%

Mentions indicative investigation costs 9% → 60%

Asks if they can help with anything else 20% → 85%

Data-driven coaching, not intuition.
Every missed scenario becomes a learning opportunity.

Team Performance

Full team performance

Compare operators on all 3 axes — instantly identify who needs coaching

Operator	💬 Communication	🏥 Expertise	💰 Commercial	Average	Trend
Diana	4.2	4	3.8	4	↑ +0.8
Alexandra	4.5	3.6	4.2	4.1	↑ +0.5
Mihai	3.8	2.4	3.1	3.1	→ +0.1
Elena	4	3.8	2.5	3.4	↑ +0.6
TEAM AVERAGE	4.1	3.5	3.4	3.7	↑ +0.5

Team trend — key scenarios over 8 weeks