The agent effectively opened the call and verified the client's information but failed to handle a simple objection regarding a vaccine. Instead of ed...
The agent successfully identified the new client's needs and explained the wellness exam promotion, but was unprepared to answer fundamental questions...
The agent correctly handled a complex medical question by escalating it to a technician for an accurate answer. However, he missed the critical opport...
The agent did an excellent job of handling a new client with a sick pet by being efficient, thorough, and clear. She correctly gathered all necessary ...
Call ID: 22255514
📋 VetEvolve - White Oaks Vets Hospital
The agent effectively educated the client on the process for a new pet and correctly escalated the call when he was unable to find her profile. The cl...
Call ID: 22255468
📋 VetEvolve - Arnold Vets Hospital
The agent correctly identified that the clinic could not treat the caller's duck, but he missed a direct opportunity to provide further help by not of...
Call ID: 22255381
📋 VetEvolve - White Oaks Vets Hospital
The agent efficiently handled an inbound call from a former client who requested to be removed from the system after moving. The agent correctly ident...
The agent did an excellent job managing this new client call by efficiently gathering all required information and scheduling the appointment. She eff...
The agent effectively scheduled a new client appointment, showed empathy for the pet's condition, and built good rapport. She also proactively offered...
The agent handled the call's opening and information gathering well, but the transfer process was poor, sending the caller to an automated menu instea...
The agent effectively handled a very sensitive call resulting from a system error that contacted a client about their deceased pet. While the opening ...
Call ID: 22254952
📋 VetEvolve - White Oaks Vets Hospital
The agent was professional and handled the call opening well, but he missed a key opportunity when the client needed a sooner appointment by not offer...
The agent handled the initial inquiry correctly by gathering the customer's information and initiating a transfer to the appropriate department. The t...
The agent handled the call's opening and verification process effectively, correctly identifying the need to transfer the customer for a deposit payme...
The agent correctly triaged an urgent care call by gathering initial information and escalating to a technician. To improve, the agent should work on ...
The agent correctly identified the urgency of the sick pet's symptoms and appropriately escalated the call to find a same-day walk-in slot. The agent'...
The agent efficiently handled an urgent appointment request from a new client, successfully gathering all necessary information and booking the earlie...
The agent answered the prospective client's questions thoroughly, providing good information on first visits, pricing, and doctor profiles. However, t...
The agent effectively managed a callback to schedule wellness exams for two pets. He handled the client's request for separate appointments with a spe...
The agent handled the call opening correctly, but when a potential new client requested a same-day appointment, she immediately turned them away. A ke...
The agent handled the new client inquiry effectively, clearly explaining the process for both dental and dermatological issues and the reasoning behin...
The agent correctly handled an inbound call for a medical question by gathering client information and initiating a transfer to a technician. The agen...
The agent successfully scheduled a new client appointment and effectively handled a scheduling objection. To improve, the agent should have key inform...
The agent handled an unusual request to speak with a manager professionally and efficiently. He correctly identified the need to escalate, asked clari...
Call ID: 22253840
📋 VetEvolve - Arnold Vets Hospital
Agent: Positive
📅 Call: 1/9/2026, 1:53:59 PM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 7min
The agent handled a sensitive call about end-of-life care with excellent empathy and professionalism. He correctly identified the need for a transfer ...
Call ID: 22253727
📋 VetEvolve - White Oaks Vets Hospital
Agent: Positive
📅 Call: 1/9/2026, 1:50:04 PM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 3min
The agent effectively handled a new client inquiry with an urgent medical concern by showing empathy and being resourceful. He correctly identified th...
The agent effectively managed an emergency call by recognizing the severe symptoms and escalating to the clinic for guidance. She successfully relayed...
Call ID: 22253510
📋 VetEvolve - Arnold Vets Hospital
Agent: Positive
📅 Call: 1/9/2026, 1:42:29 PM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 6min
The agent successfully scheduled an appointment for a new client and gathered all necessary information, including performing excellent verification. ...
Call ID: 22253352
📋 VetEvolve - White Oaks Vets Hospital
Agent: Positive
📅 Call: 1/9/2026, 1:36:58 PM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 5min
The agent did an excellent job of actively listening to the client's concerns and recognizing the clinical urgency of the pet's symptoms. He correctly...
This transcript only contains the automatic recording disclosure and no actual conversation between an agent and a customer. A full evaluation is not ...
Call ID: 22253153
📋 VetEvolve - White Oaks Vets Hospital
Agent: Neutral
📅 Call: 1/9/2026, 1:31:00 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 2min
The agent correctly identified the reason for the call but failed to address the customer's confusion about due dates, leading to a missed booking opp...
The agent answered the customer's question but sounded hesitant and lacked confidence. The primary coaching opportunity is the missed chance to conver...
The agent handled this direct inquiry call efficiently and politely, correctly using a hold to find information. While the clinic couldn't help with t...
The agent effectively handled a callback from a client who uses another primary vet. He correctly explained the reason for the outreach, listened to t...
Call ID: 22252562
📋 VetEvolve - Lake Forest Animal
The agent handled this new client booking exceptionally well, maintaining a confident and caring tone throughout. A key strength was his proactive que...
The agent successfully handled the client's request to book an appointment and navigated a scheduling objection. However, there was noticeable confusi...
The agent efficiently handled a records request from another animal organization. He politely gathered the necessary information, confirmed the detail...
The agent did a good job identifying the need for clinical input and getting the correct scheduling window for the puppy's vaccines, but the hold time...
The agent handled the call professionally by following opening procedures and gathering information correctly. Upon encountering an issue where the cl...
Call ID: 22251754
📋 VetEvolve - White Oaks Vets Hospital
Agent: Positive
📅 Call: 1/9/2026, 12:45:10 PM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 11min
The agent successfully converted a price-shopping inquiry into a booked appointment by proactively finding a significant discount for the new client. ...
The agent handled the inbound transfer request efficiently and professionally. The main coaching opportunity is for the agent to personally state the ...
Call ID: 22251716
📋 VetEvolve - White Oaks Vets Hospital
The agent correctly identified the call was for a different department but failed to provide a seamless customer experience. The agent should be coach...
The agent effectively managed an inbound call from a new client needing to provide information for an existing appointment. He correctly identified th...
Call ID: 22251608
📋 VetEvolve - Companion Animal
Agent: Neutral
📅 Call: 1/9/2026, 12:39:44 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 4min
The agent efficiently gathered the necessary information and scheduled an appointment for a new client. To improve rapport, the agent could adopt a wa...
Call ID: 22251592
📋 VetEvolve - White Oaks Vets Hospital
Agent: Neutral
📅 Call: 1/9/2026, 12:39:28 PM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 3min
The agent opened the call correctly but displayed a lack of confidence and was unable to handle the new customer's questions about appointment times a...
Call ID: 22251483
📋 VetEvolve - Mount Airy Vets
Agent: Neutral
📅 Call: 1/9/2026, 12:35:19 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 3min
The agent greeted the client properly but failed to handle the booking request effectively. Instead of transferring the client, the agent placed them ...
The agent efficiently handled a new client's request to schedule a puppy appointment, gathering all necessary information correctly. For future calls,...
Call ID: 22251359
📋 VetEvolve - Arnold Pet Station
Agent: Positive
📅 Call: 1/9/2026, 12:31:14 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 2min
The agent was polite and professional, but failed to identify the caller in the system or recognize the urgency of the pet's dental problem. When the ...
The agent did a good job explaining the clinic's policy for new patients but displayed a lack of confidence when answering specific questions about ag...
Call ID: 22251155
📋 VetEvolve - White Oaks Vets Hospital
Agent: Positive
📅 Call: 1/9/2026, 12:24:56 PM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 11min
The agent managed a difficult call exceptionally well by recognizing the caller's need could not be met and proactively finding external resources. He...
The agent correctly identified that the client's request for medication pickup was for a different department. She professionally verified the client'...
The agent handled the price inquiry politely and gathered relevant details to provide an accurate estimate. However, the agent missed a crucial opport...
Call ID: 22250972
📋 VetEvolve - White Oaks Vets Hospital
The agent successfully registered and scheduled a new client whose pet is experiencing a serious medical issue. To improve, the agent should work on s...
The agent handled the opening and initial request well, but the transfer process was inefficient because a primary identifier like a phone number was ...
Call ID: 22250792
📋 VetEvolve - Princeton
Agent: Neutral
📅 Call: 1/9/2026, 12:13:13 PM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 8min
The agent was unable to resolve the customer's issue regarding erroneous notifications due to being unable to find their account information. This res...
Call ID: 22250756
📋 VetEvolve - White Oaks Vets Hospital
The agent was professional and polite, but he missed the opportunity to book an appointment for this new client. After finding the next available slot...
The agent handled an administrative inquiry professionally, attempting to transfer the caller before correctly pivoting to taking a detailed message w...
The agent effectively managed an inquiry for a dental cleaning price by clearly explaining the policy requiring an initial exam for new patients. He s...
The agent correctly identified the client's request but was unable to locate their record and initiated a transfer. This transfer led to confusion whe...
Call ID: 22250684
📋 VetEvolve - Companion Animal
Agent: Positive
📅 Call: 1/9/2026, 12:09:25 PM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 2min
The agent handled the cancellation request politely, but missed a clear opportunity to retain the appointment by offering to reschedule when the clien...
The agent efficiently handled an inbound call from an existing client to book a pre-dental blood work appointment. The agent successfully gathered inf...
The agent correctly identified that the caller needed to be transferred and gathered the necessary information to do so. However, the customer experie...
The agent effectively addressed the customer's urgent request by escalating to the front desk and securing a walk-in option. The agent showed empathy ...
The agent was professional and effectively educated the new client on the need for a full exam and the associated costs. However, when the client hesi...
The agent correctly identified the client's urgent need for medical records following a dog bite and appropriately transferred the call. The agent per...
The agent handled the opening well but missed the opportunity to capture a new client by not offering to schedule the next available appointment or pl...
Call ID: 22249896
📋 VetEvolve - Lake Forest Animal
Agent: Positive
📅 Call: 1/9/2026, 11:44:49 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 1min
The agent opened the call correctly and professionally, including the recorded line disclosure. He appropriately identified that he could not hear the...
The agent did an excellent job building rapport and maintaining a polite, professional tone. However, the call resulted in a lost opportunity because ...
The agent, Justin, handled this cancellation request efficiently and professionally. He effectively gathered the required information to locate the ap...
The agent successfully rescheduled the customer's appointment to an earlier time slot as requested. The agent had a minor data entry issue, accidental...
Call ID: 22248740
📋 VetEvolve - Lake Forest Animal
Agent: Neutral
📅 Call: 1/9/2026, 11:07:15 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 1min
The agent answered the client's direct questions but failed to convert the call into an appointment. When the client hesitated on price, the agent sho...
The agent correctly identified the new patient policy but failed to handle the customer's hesitation, missing the opportunity to explain the value of ...
The agent handled a wrong number call correctly by providing a compliant opening and maintaining a professional, reassuring tone. The call was too sho...
Call ID: 22248578
📋 VetEvolve - Lake Forest Animal
The agent was thorough in collecting and verifying all necessary client and pet information for the new appointment. To enhance professionalism, the a...
The agent efficiently registered a new client and pet, booking the requested appointment and noting all medical concerns. For improvement, the agent s...
Call ID: 22248474
📋 VetEvolve
Agent: Neutral
📅 Call: 1/9/2026, 10:58:38 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 0min
The agent provided a clear and professional opening, including the recorded line disclosure and identifying the business and themselves. Because the t...
Call ID: 22248312
📋 VetEvolve - White Oaks Vets Hospital
The agent professionally handled a very brief inbound call where the customer self-resolved their issue regarding an appointment confirmation. While t...
Call ID: 22248236
📋 VetEvolve - Arnold Vets Hospital
The agent politely handled an unusual request for a fish veterinarian but was unable to complete the scheduling due to system issues, requiring a tran...
The agent handled the call professionally, especially the client's objection to booking immediately. The agent successfully provided alternative booki...
Call ID: 22248146
📋 VetEvolve - Colonial Animal
Agent: Positive
📅 Call: 1/9/2026, 10:46:48 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 5min
The agent successfully verified the client's information and scheduled an appointment for two dogs, correctly noting one was a new patient needing a w...
Call ID: 22247597
📋 VetEvolve - Princeton
Agent: Neutral
📅 Call: 1/9/2026, 10:28:05 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 0min
The provided transcript consists solely of the automated recording disclosure. No interaction between an agent and a customer occurred, making a perfo...
Call ID: 22247386
📋 VetEvolve - White Oaks Vets Hospital
Agent: Positive
📅 Call: 1/9/2026, 10:21:39 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 2min
The agent effectively handled a language switch to assist a Spanish-speaking customer with pricing information, but he projected a hesitant tone when ...
Call ID: 22247342
📋 VetEvolve - Lake Forest Animal
The agent did an excellent job managing a new client call for a found cat, successfully navigating a scheduling objection and providing clear next ste...
The agent handled a call with an anxious new client about their senior dog with multiple health concerns. He gathered information effectively and, upo...
Call ID: 22246996
📋 VetEvolve - Lake Forest Animal
The agent successfully handled the client's request to reschedule an appointment and gathered all necessary verification details. To improve, the agen...
Call ID: 22246898
📋 VetEvolve - Outbound
Agent: Positive
📅 Call: 1/9/2026, 10:06:48 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 6min
The agent correctly identified the urgency of the pet's symptoms and took the initiative to find an alternative solution by contacting the clinic dire...
Call ID: 22246864
📋 VetEvolve - White Oaks Vets Hospital
The agent handled an inter-clinic records request professionally, but the caller was placed on a very long hold. The agent managed the hold time well ...
The agent handled the urgent care inquiry with an empathetic and helpful tone, successfully confirming walk-in availability. The agent should be coach...
The agent professionally handled an inbound records request from another veterinary clinic. While the hold time was extensive, the agent did check in ...
The agent provided a strong opening but failed to handle the core request, immediately transferring a scheduling call despite being on the scheduling ...
📅 Call: 1/9/2026, 9:38:26 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 1min
The agent efficiently handled the client's request to update her pet records. However, a significant opportunity was missed to inquire about schedulin...
Call ID: 22245732
📋 VetEvolve - White Oaks Vets Hospital
The agent did an excellent job of recognizing the urgency of the pet's medical condition and took proactive steps to assist the client by attempting t...
The agent effectively explained the policy for new patients and successfully informed the customer about a relevant promotion. The primary coaching op...
The agent handled a very complex and emotional call regarding a pet with severe seizures by correctly identifying the need for clinical staff involvem...
📅 Call: 1/9/2026, 9:18:47 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 1min
The agent handled a straightforward inquiry correctly by confirming the clinic does not treat goats. To improve, the agent should work on sounding mor...
The agent correctly identified that a B2B medical records request was outside her scope and successfully transferred the call to the appropriate depar...
The agent effectively handled the call by identifying that the customer's inquiry about payment options was outside her scope. She correctly explained...
The agent was polite and correctly verified client information but was unable to complete the scheduling request due to system limitations with bookin...
📅 Call: 1/9/2026, 9:05:22 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 3min
The agent handled the initial greeting well and correctly identified the need to transfer the client to another department for a medical-related cance...
The agent effectively handled a new client registration and appointment booking, demonstrating thoroughness in information gathering and verification....
The agent successfully gathered information and scheduled an appointment for a returning client. The client was highly emotional and expressed signifi...
The agent effectively handled a non-standard request by identifying the caller's needs and initiating a warm transfer to the correct department. While...
The agent correctly followed procedure by checking with the front desk about walk-in availability and providing the client with a referral when the cl...
The agent struggled with active listening, which led to a confusing interaction and a mishandled transfer that caused the caller to hang up. While the...
The agent received a call about a pet with a severe medical issue but immediately transferred the caller instead of attempting to assist. This created...
Call ID: 22244281
📋 VetEvolve - Hollymead Vets
Agent: Neutral
📅 Call: 1/9/2026, 8:40:49 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 4min
The agent correctly identified that the caller's request was outside his department's scope and properly initiated a transfer. The agent should work o...
The agent correctly answered the customer's direct question about laser neutering but failed to provide a proper call closing. In the future, the agen...
The agent opened the call correctly and gathered client information, but failed the initial transfer, dropping the client into an IVR system. While th...
📅 Call: 1/9/2026, 8:35:19 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 5min
The agent handled this new client appointment booking call effectively, showing empathy and successfully gathering and verifying all necessary informa...
The agent effectively managed a multi-pet scheduling request, correctly identifying the need for a doctor's visit and proactively securing a second ap...
Call ID: 22244034
📋 VetEvolve - Arnold Pet Station
The agent correctly identified the customer and their pet's needs but missed a key opportunity to schedule an appointment. After offering a choice bet...
The agent handled a straightforward 'do not call' request efficiently and professionally. He properly verified the client's information before confirm...
The agent efficiently handled the client's request to cancel and reschedule an appointment, verifying all necessary information and updating the clien...
The agent successfully handled the customer's rescheduling request and appropriately managed a system issue by using a proper hold procedure. For impr...
Call ID: 22243551
📋 VetEvolve - White Oaks Vets Hospital
Agent: Positive
📅 Call: 1/9/2026, 8:13:40 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 7min
The agent successfully handled an inbound call for a new client, efficiently gathering all necessary information and booking the appointment. The agen...
The agent effectively gathered information about the new pet's condition and client details. He correctly identified the need for a transfer when the ...
Call ID: 22243482
📋 VetEvolve - Hoffman Animal
Agent: Neutral
📅 Call: 1/9/2026, 8:11:05 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 14min
The agent successfully booked an appointment for a pet with a serious medical concern but struggled with the secondary request about a food order. The...
The agent correctly followed procedure by asking to place the client on hold before transferring a call they couldn't handle. To sound more confident,...
Call ID: 22243345
📋 VetEvolve - Chadwell Animal
Agent: Neutral
📅 Call: 1/9/2026, 8:06:10 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 2min
The agent correctly handled a question he didn't know the answer to by placing the client on hold to find the information internally. For improvement,...
Call ID: 22243340
📋 VetEvolve - White Oaks Vets Hospital
The agent professionally answered the caller's question regarding the location of specific doctors. However, once the client learned they would have t...
The agent effectively handled an inbound call from a concerned pet owner, successfully gathering a detailed medical history and scheduling an appointm...
The agent correctly identified the need for an escalation to a technician for a potential exotic pet emergency. To improve, when faced with a client w...
The agent handled the call's opening correctly and was transparent when asked about his location. The caller's sole focus was on whether the agent was...
The agent was polite and followed the correct procedure to transfer a call she couldn't handle, but she struggled with confidence and navigating the s...
Call ID: 22243024
📋 VetEvolve - White Oaks Vets Hospital
The agent successfully identified the pet's immediate needs versus future services, scheduling an appointment for the due vaccine. He demonstrated exc...
The agent handled the call professionally and followed the correct procedure when he was unable to locate the returning client's profile. He correctly...
The agent handled a difficult emergency call very well by showing empathy and escalating the situation appropriately. He managed the extended hold tim...
The agent correctly informed the caller that the clinic only sees cats and dogs after providing a price range for a first-time exam. To be more effici...
The agent effectively handled an emergency call, recognizing the red flags in the pet's symptoms and gathering initial information before transferring...
📅 Call: 1/9/2026, 7:33:15 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 5min
The agent, Carlos, successfully handled a new client appointment request with a friendly and confident tone. He efficiently gathered all necessary inf...
The agent correctly explained the new patient policy but sounded hesitant and used many filler words, which reduced his authority. He missed a critica...
The agent correctly explained the clinic's payment policies but failed to convert the call into an appointment after the client's financial objection....
The agent answered the call professionally but was unable to provide key pricing information the customer requested. While the agent correctly explain...
The agent successfully scheduled an appointment, handled a scheduling objection well, and was thorough in verifying client information. The agent caug...
Call ID: 22242126
📋 VetEvolve - Colonial Animal
Agent: Neutral
📅 Call: 1/9/2026, 7:15:52 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 6min
The agent correctly identified that the client's questions about sedation and surgical booking were beyond his scope and required escalation to the ca...
The agent efficiently handled an inbound call to schedule a wellness appointment, demonstrating strong verification skills by clarifying the spelling ...
The agent provided clear information regarding exam costs and showed empathy for the client's situation. The primary opportunity was missed when the a...
The agent correctly handled a complex inquiry by transferring the client to a specialist, but he incorrectly stated the client's name during the hando...
Call ID: 22242019
📋 VetEvolve - Chadwell Animal
Agent: Neutral
📅 Call: 1/9/2026, 7:11:02 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 0min
This transcript consists solely of the mandatory recorded line disclosure. As there was no agent or customer interaction, it is not possible to evalua...
The agent handled this call with an automated system professionally, clearly gathering information and providing available appointment times. When the...
Call ID: 22241807
📋 VetEvolve - Colonial Animal
Agent: Positive
📅 Call: 1/9/2026, 7:01:46 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 5min
The agent showed excellent empathy and clearly explained pricing and promotions to address the caller's cost concerns. To improve, the agent should pr...
The agent correctly identified that the caller had reached the wrong department and facilitated a warm transfer to the correct team. He effectively ma...
The agent handled the call's opening well but showed a lack of confidence by misreading the schedule, which may have impacted the caller's trust. The ...
Call ID: 22241663
📋 VetEvolve - Colonial Animal
Agent: Neutral
📅 Call: 1/9/2026, 6:54:56 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 6min
The agent was polite but ultimately ineffective, failing to schedule an appointment for a customer with a sick pet due to an inability to access infor...
The agent handled a very sensitive call from a distressed new client about pet euthanasia with excellent empathy and efficiency. He correctly identifi...
Call ID: 22241608
📋 VetEvolve - Colonial Animal
Agent: Neutral
📅 Call: 1/9/2026, 6:50:23 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 4min
The agent successfully assisted the client by confirming her appointment with the front desk team, but his communication lacked confidence. He appropr...
The agent correctly opened the call but failed to recognize the clinical urgency of the pet's symptoms. Instead of providing emergency options or a re...
Call ID: 22241505
📋 VetEvolve - Outbound
Agent: Positive
📅 Call: 1/9/2026, 6:41:25 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 7min
The agent handled an urgent call from a new client effectively by consulting the internal team when no appointments were available, leading to a neces...
Call ID: 22241404
📋 VetEvolve - White Oaks Vets Hospital
The agent effectively managed a new client booking for a pet with a chronic allergy issue, successfully gathering all necessary information and securi...
The agent successfully verified the client's information and booked the requested appointment. To improve, the agent should focus on reducing the use ...
Call ID: 22241384
📋 VetEvolve - Colonial Animal
Agent: Positive
📅 Call: 1/9/2026, 6:31:20 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 5min
The agent handled the lack of appointment availability very well by proactively consulting his team and providing the client with two vetted referrals...
The agent properly handled a specialized scheduling request by recognizing the need to transfer the call. He effectively gathered client information a...
The agent successfully handled a new client call, gathered all necessary information, and booked a same-day appointment for the pet's issue. For impro...
Call ID: 22241203
📋 VetEvolve
Agent: Positive
📅 Call: 1/9/2026, 6:13:07 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 5min
The agent efficiently handled an inbound call to schedule a new patient appointment, successfully gathering all necessary information and booking the ...
The agent started the call well but was unprepared to handle a direct pricing question for vaccines, which led to a loss of call control. When the cal...
The agent successfully gathered information and booked an appointment for a concerned new client. While the client's objection to the wait time was ha...
Call ID: 22241152
📋 VetEvolve - Outbound
Agent: Positive
📅 Call: 1/9/2026, 6:08:25 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 2min
The agent handled a callback from a client who already had an appointment scheduled elsewhere. While the agent was polite and correctly identified the...
Call ID: 22241148
📋 VetEvolve - Outbound
Agent: Neutral
📅 Call: 1/9/2026, 6:08:04 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 0min
The transcript consists solely of the mandatory recording disclosure. There was no conversation between an agent and a customer, making it impossible ...
📅 Call: 1/9/2026, 6:03:00 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 0min
The agent handled this outbound scheduling call effectively, demonstrating a confident and empathetic tone while successfully booking the appointment....
The agent effectively triaged an urgent medical concern, demonstrating empathy and efficiency. He correctly identified the need for a same-day visit a...
Call ID: 22241044
📋 VetEvolve - White Oaks Vets Hospital
Agent: Neutral
📅 Call: 1/9/2026, 5:57:49 AM👤 Agent: VE - Carlos Bolanos⏱️ Talk: 0min
The provided transcript consists only of the standard recorded line notification and contains no interaction between an agent and a customer. A full p...
Call ID: 22241038
📋 VetEvolve - Outbound
Agent: Neutral
📅 Call: 1/9/2026, 5:55:06 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 2min
The agent handled the opening of the call professionally but missed a critical opportunity for objection handling. When the client declined the future...
The agent effectively handled an urgent call by gathering key information and initiating a warm transfer to the clinic's front desk. He demonstrated e...
The agent was polite but could not answer the customer's specific questions about location landmarks because she was new. She correctly identified her...
Call ID: 22238449
📋 VetEvolve - White Oaks Vets Hospital
The agent successfully booked the appointment and gathered all required information, including proactively mentioning payment credit options. Areas fo...
Call ID: 22238444
📋 VetEvolve - Jackson Square Animal
The agent, Veronica, effectively managed an informational call by clearly explaining the new patient process and a relevant promotion. She correctly a...
The agent correctly opened the call but displayed a lack of confidence and knowledge regarding the clinic's services, requiring multiple holds for a s...
Call ID: 22237420
📋 VetEvolve - White Oaks Vets Hospital
The agent successfully converted a pricing inquiry into a booked two-pet new client appointment by clearly explaining the necessary pre-surgical exam ...
The agent did an excellent job of converting a price-inquiry call into a scheduled appointment by clearly explaining the process and offering a flexib...
The agent handled the call professionally by attempting to verify the client's information. Upon failing to locate the client's record, she correctly ...
The agent was polite and professional but failed to address the customer's stated urgency. The call resulted in an excessively long hold time and was ...
The agent handled the call politely but struggled to locate the new client's record, requiring a transfer. To improve, the agent should focus on caref...
The agent effectively handled a new client inquiry for specialized avian services by identifying the need, gathering basic information, and executing ...
The agent successfully confirmed the customer's appointment and handled their pricing question by arranging for an email follow-up. The hold procedure...
The agent effectively handled an inbound call from a concerned new client, successfully addressing a pricing question and booking a sick pet appointme...
The agent effectively managed a new client booking request for two pets. When unable to find a suitable appointment time, he correctly contacted inter...
The agent did an excellent job managing a difficult scheduling request by remaining patient and resourceful, even going so far as to look up the local...
Call ID: 22236119
📋 VetEvolve - White Oaks Vets Hospital
The agent handled the call professionally, verifying information correctly and attempting to find a solution for the client's scheduling request. The ...
Call ID: 22235961
📋 VetEvolve - White Oaks Vets Hospital
The agent handled the call with a professional tone, effectively assisting the client with her questions about the online booking process and pricing....
Call ID: 22235901
📋 VetEvolve - White Oaks Vets Hospital
The agent efficiently handled an inbound call to schedule a new puppy appointment, successfully navigating a situation where the client's old records ...
Call ID: 22235706
📋 VetEvolve
Agent: Positive
📅 Call: 1/8/2026, 1:56:10 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 7min
The agent effectively handled a new client's request for an urgent appointment, successfully gathering all necessary information and securing a bookin...
Call ID: 22235411
📋 VetEvolve
Agent: Neutral
📅 Call: 1/8/2026, 1:45:59 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 4min
The agent successfully captured the new client's information and scheduled the requested appointment. To improve, the agent should focus on building r...
The agent correctly identified the client's language barrier and appropriately worked to transfer them to a Spanish-speaking representative. The proce...
The agent effectively managed a price-shopping call by explaining policy, showing empathy, and attempting to schedule a consultation. When the client ...
The agent effectively built rapport and managed a system delay professionally while booking the requested appointment. To improve, the agent should ve...
Call ID: 22234894
📋 VetEvolve - Jackson Square Animal
Agent: Positive
📅 Call: 1/8/2026, 1:27:56 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 4min
The agent effectively handled the inbound call, verified the client's information, and successfully scheduled an appointment. He appropriately address...
The agent effectively handled a caller's confusion about new patient forms by correctly identifying the root cause was a scheduling error for only one...
The agent effectively handled a new client inquiry, clearly explaining pricing and a promotional offer before attempting to book an appointment. While...
The agent handled the opening correctly but misunderstood the caller's name and organization, leading to a transfer. This transfer resulted in a very ...
Call ID: 22234360
📋 VetEvolve - Lake Forest Animal
The agent handled the client's informational request efficiently and politely. To enhance service, the agent could have pulled up the client's file up...
Call ID: 22234207
📋 VetEvolve - White Oaks Vets Hospital
The agent did an excellent job managing a new client call for a potentially urgent case by recognizing the need for a faster appointment and escalatin...
Call ID: 22234170
📋 VetEvolve - Arnold Vets Hospital
The agent handled a new client call very effectively, showing great initiative by identifying a scheduling system error and proactively contacting the...
Call ID: 22234082
📋 VetEvolve - Outbound
Agent: Positive
📅 Call: 1/8/2026, 1:00:12 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 9min
The agent effectively scheduled a new client appointment and gathered the necessary information. When the client disclosed a medical concern about his...
Call ID: 22233997
📋 VetEvolve - Throop City Memorial Vet
The agent professionally handled a new client's inquiry about pricing and availability, clearly explaining costs and promotions. He made a good attemp...
The agent handled an informational call from a client effectively, providing clear instructions on how to submit medical records. When the client face...
The agent correctly explained the process for a new client seeking a surgical procedure and properly handled a scheduling limitation by escalating to ...
The agent successfully managed an informational call by explaining processes and offering to email a price estimate when he couldn't provide one direc...
Call ID: 22233366
📋 VetEvolve - Arnold Vets Hospital
The agent effectively managed the call by showing strong empathy and advocating for the client's sick pet. When an earlier appointment was unavailable...
Call ID: 22233337
📋 VetEvolve
Agent: Positive
📅 Call: 1/8/2026, 12:35:45 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 6min
The agent was patient and effectively gathered information to schedule an appointment for a new client with a pet that has a complex medical history. ...
The agent effectively handled the appointment booking for two pets, correctly verifying all client information. To enhance the experience, the agent c...
The agent efficiently handled a callback from a client needing to provide more information. He understood the request, clearly communicated the next s...
Call ID: 22233028
📋 VetEvolve - Arnold Vets Hospital
The agent efficiently handled the client's request to cancel an appointment with a professional and pleasant tone. A key area for improvement is to ge...
Call ID: 22232988
📋 VetEvolve - Seymour Vets
Agent: Neutral
📅 Call: 1/8/2026, 12:23:38 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 2min
The agent correctly identified the need to transfer this inter-clinic referral call but executed the transfer incorrectly, sending the caller to the m...
The agent handled the call professionally, gathered the necessary information, and correctly identified that he could not find the client's file. The ...
The agent properly verified the client's information and efficiently handled the appointment cancellation. When the client mentioned their pet's new h...
The agent correctly handled a direct request to speak with a specific doctor by gathering the caller's name and initiating a warm transfer. The agent ...
The agent correctly identified an issue with locating the client's record and initiated a transfer to the appropriate team. However, the customer was ...
The agent correctly explained the walk-in procedure for Saturday but missed an opportunity to secure an appointment by not offering alternative days a...
The agent handled the initial request politely and correctly managed a long hold time by checking back with the client. However, the agent should have...
Call ID: 22232227
📋 VetEvolve - Lake Forest Animal
The agent handled this new client call very well, showing excellent problem-solving by escalating for a sooner appointment due to the pet's symptoms. ...
The agent handled the call opening and hold procedures correctly, but failed to gather sufficient verification details, such as confirming the spellin...
The agent managed a difficult situation effectively, showing empathy and excellent hold procedure during a long wait. The inability to book an appoint...
The agent handled the opening professionally but struggled to locate the client's information. While the escalation to the front desk was the correct ...
The agent handled a challenging call from a distressed and talkative customer seeking financial aid information. The agent listened patiently and made...
The agent correctly identified the caller's urgent need and, finding no internal availability, successfully obtained and relayed a referral to another...
Call ID: 22230446
📋 VetEvolve - White Oaks Vets Hospital
The agent handled the opening of the call effectively but displayed some hesitation when beginning the account lookup process. The call ended prematur...
Call ID: 22230325
📋 VetEvolve - White Oaks Vets Hospital
The agent handled this new client appointment booking very well, demonstrating politeness, efficiency, and strong information gathering skills. He eff...
The agent correctly identified that she could not assist a new client and initiated a warm transfer to the appropriate department. While the transfer ...
The agent handled this new client call effectively by asking good diagnostic questions and clearly explaining the exam process, pricing, and new clien...
The agent attempted to schedule a follow-up appointment but could not access the client's file, preventing him from completing the task. The agent cor...
Call ID: 22230038
📋 VetEvolve - White Oaks Vets Hospital
The agent was professional but failed to secure the appointment due to a lack of objection handling. When the client declined the offered times, the a...
The agent effectively gathered and verified client information but failed to ask appropriate triage questions regarding the pet's known conditions ear...
Call ID: 22229920
📋 VetEvolve - Arnold Vets Hospital
The agent effectively handled a new client inquiry, demonstrating good listening skills and empathy while gathering details about a sick pet. The agen...
The agent handled a callback from a client regarding a missed call, but appeared hesitant and did not use proper hold procedures before contacting the...
Call ID: 22229829
📋 VetEvolve - Arnold Vets Hospital
The agent correctly explained the clinic's policy regarding pre-surgical exams for new clients but failed to secure an appointment. When faced with an...
Call ID: 22229511
📋 VetEvolve - White Oaks Vets Hospital
The agent efficiently handled a client's callback to reschedule an appointment by correctly identifying the need for an internal transfer to the techn...
The agent effectively handled the new client inquiry, explaining a relevant promotion before correctly identifying the pet's urgent symptoms and escal...
The agent handled the initial information gathering well, but the call transfer process could be improved. Instead of leaving the client on hold while...
📅 Call: 1/8/2026, 10:20:50 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 5min
The agent successfully guided the customer from a specific surgery inquiry to booking the necessary prerequisite wellness exam. He handled pricing que...
The agent successfully addressed the client's frustration by explaining the due dates for different services and offering a great solution to combine ...
Call ID: 22228964
📋 VetEvolve - Dickson City Memorial Vet
The agent correctly handled a wrong number call. They properly opened the call with the required greeting and recording disclosure and politely closed...
The agent effectively handled a reschedule request with a confident and empathetic tone. He efficiently navigated the schedule to find a suitable appo...
Call ID: 22228851
📋 VetEvolve
Agent: Positive
📅 Call: 1/8/2026, 10:11:18 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 5min
The agent efficiently handled the client's request to reschedule, verified all necessary information, and maintained a helpful tone. He became slightl...
The agent handled an inquiry from another clinic for a specific vaccine. The agent was hesitant with the product name but correctly transferred the ca...
The agent efficiently handled a B2B call for patient records by gathering initial information and transferring the caller to the correct department. T...
The agent correctly identified the customer's urgent need but failed to handle the call efficiently, causing confusion by not answering direct questio...
The agent effectively handled a rescheduling request, correctly identified the client, and proactively offered a solution to find an earlier appointme...
The agent effectively explained the process for new clients but made a significant verbal error by saying 'euthanize' instead of 'anesthetize'. The pr...
Call ID: 22228118
📋 VetEvolve - Dickson City Memorial Vet
The agent failed to capture the client's information correctly, leading to confusion when checking with the front desk. After being advised that the c...
Call ID: 22228105
📋 VetEvolve - Dickson City Memorial Vet
The agent did an excellent job managing a very talkative new client, patiently guiding the conversation to successfully book an appointment. He effect...
The agent correctly identified the emergency nature of the call and took immediate action to transfer the client to the clinic. The transfer process c...
The agent effectively handled an inbound call from a pharmacy by quickly identifying the caller's needs. He successfully executed a warm transfer to t...
The agent successfully captured the client's information and scheduled the appointment, and correctly escalated a question she couldn't answer by tran...
📅 Call: 1/8/2026, 9:39:00 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 1min
The agent struggled to clearly communicate the clinic's address, leading to significant confusion and multiple requests for clarification from the cal...
The agent did an excellent job registering a new, elderly client who was sometimes forgetful. He was patient while gathering extensive information, ef...
The agent effectively handled a client's request to reschedule an appointment, quickly finding a new time and confirming all details. The agent mainta...
The agent effectively managed a call from a former client who moved, providing necessary vaccine information and updating the account correctly. While...
Call ID: 22227322
📋 VetEvolve - White Oaks Vets Hospital
The agent, Saida, provided a strong opening and correctly identified the client's need for a kennel reservation required a transfer. She handled the w...
Call ID: 22227032
📋 VetEvolve - Throop City Memorial Vet
The agent handled the opening of the call professionally but failed to retain a potential new client due to a lack of proactive problem-solving. When ...
The agent handled an inbound inquiry regarding a deposit by verifying the client's information and initiating a transfer to the appropriate department...
The agent handled an information request politely but lacked the knowledge to answer the client's pricing questions directly. She correctly gathered c...
The agent handled a request about a promotion by transferring to the front desk, but the execution was poor as they failed to get the customer's name ...
The agent successfully answered the customer's question about an existing appointment by collaborating with the front desk. To improve, the agent coul...
Call ID: 22226583
📋 VetEvolve - White Oaks Vets Hospital
The agent handled this new client scheduling call effectively, maintaining a polite tone and gathering all necessary information correctly. To improve...
The agent successfully collected new client information and scheduled an appointment. However, she failed to recognize the caller's mention of "a lot ...
Call ID: 22226539
📋 VetEvolve - Arnold Vets Hospital
The agent handled the opening and information gathering professionally, but was unable to locate the client's account with the provided phone number. ...
The agent effectively handled a pre-booking inquiry by clearly explaining the clinic's payment policies and directing the customer to the Care Credit ...
The agent efficiently handled a client's confusion about an appointment they didn't recall making. He correctly placed the client on hold to verify th...
Call ID: 22226281
📋 VetEvolve - Dickson City Memorial Vet
The agent opened the call correctly but demonstrated a lack of confidence with the initial query before attempting a transfer. The transfer process wa...
The agent successfully handled the client's request to book an appointment and properly verified their information. To improve, the agent should work ...
The agent correctly identified the caller's need and that they were in the wrong department. However, the transfer process should be improved to provi...
The agent effectively managed a call from a concerned client, showing empathy and successfully gathering information for a warm handoff to the clinic....
The agent was professional and efficient in handling a new client's appointment request, effectively gathering all necessary information and confirmin...
The agent provided a strong and compliant opening, clearly stating his name, the company, and the recorded line disclosure. However, the transcript is...
The agent handled an inbound cancellation request effectively, though he initially verified the wrong pet name. A key coaching opportunity is to proac...
The agent handled a sensitive and urgent rescheduling request effectively, showing empathy and managing multiple transfers well. He successfully relay...
The agent successfully scheduled the new patient appointment but could improve by projecting more confidence and verifying client information by readi...
The agent effectively handled the inbound call, successfully verifying information and scheduling the appointment requested by the client. For future ...
The agent managed the call opening and information gathering effectively but was unable to locate the client's record. He correctly identified the nee...
Call ID: 22225499
📋 VetEvolve - Throop City Memorial Vet
The agent effectively answered the client's question about whether the pet's condition was an emergency. However, the agent missed a clear opportunity...
The agent handled the inbound rescheduling request effectively by verifying the client's information and executing a proper warm transfer to the front...
The agent was friendly and professional, providing a positive initial experience for a new client. However, a key opportunity was missed to secure the...
The agent was unable to locate the client's file despite multiple attempts to verify the phone number and name, leading to a necessary but inefficient...
The agent correctly identified the reason for the callback and adapted to the customer's situation by collecting his wife's contact information for sc...
The agent handled a basic pricing inquiry but lacked confidence, stating she didn't have the information before providing a price range. While an appo...
Call ID: 22224502
📋 VetEvolve - Colonial Animal
Agent: Positive
📅 Call: 1/8/2026, 7:45:45 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 2min
The agent correctly identified the caller's need and attempted a transfer, but the process was inefficient as it routed the caller through an IVR. The...
The agent did an excellent job managing this new client scheduling call with a professional and helpful demeanor, successfully addressing all the clie...
The agent handled the initial request but missed a key opportunity to convert a new client by not proactively offering to schedule the next available ...
The agent handled the opening correctly but failed to convert a caller with clear intent. Instead of pivoting a pricing question into an opportunity t...
Call ID: 22224088
📋 VetEvolve - Dickson City Memorial Vet
The agent handled this new client call effectively by demonstrating empathy towards his frustration with a previous provider. She efficiently gathered...
Call ID: 22223956
📋 VetEvolve - White Oaks Vets Hospital
The agent efficiently handled the client's inquiry about being late for an appointment by correctly verifying information and transferring the call to...
The agent successfully gathered information and scheduled an appointment. However, there was a significant missed opportunity to recognize the clinica...
The agent effectively handled a highly emotional call regarding a dying pet by immediately recognizing the emergency and attempting to connect the cli...
Call ID: 22223710
📋 VetEvolve - White Oaks Vets Hospital
The agent successfully processed the client's request to cancel an appointment and gathered the necessary information. However, there was a significan...
The agent, Terrence, handled the inbound call professionally, verifying the client and identifying the pet's needs. The primary coaching opportunity i...
The agent handled this informational call well by verifying the client and accepting the reason for declining the vaccine. While the primary purpose w...
Call ID: 22223430
📋 VetEvolve - White Oaks Vets Hospital
The agent correctly stated the clinic's policy requiring an exam before vaccination but failed to handle the customer's cost objection effectively. In...
The agent handled a new client inquiry about spay pricing by explaining the clinic's process but spoke with a hesitant tone. The agent missed the crit...
The agent handled a simple inquiry about holiday hours efficiently and politely. To improve, the agent could work on reducing filler words like 'uh' t...
Call ID: 22223286
📋 VetEvolve
Agent: Neutral
📅 Call: 1/8/2026, 6:55:16 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 7min
The agent correctly identified the call's urgency and followed protocol by referring to an emergency clinic when no appointments were available. The a...
Call ID: 22223263
📋 VetEvolve - Walkersville Vets
Agent: Positive
📅 Call: 1/8/2026, 6:53:21 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 5min
The agent handled an informational call to confirm appointment details effectively by verifying the client and getting the correct information from th...
The agent successfully scheduled the appointment but demonstrated a lack of confidence and product knowledge when asked to explain the vaccines, requi...
Call ID: 22223175
📋 VetEvolve - White Oaks Vets Hospital
The agent opened the call correctly but failed to explain the clinic's process for specialist appointments, leading to client confusion. The agent sho...
The agent did an excellent job of building rapport by being reassuring and friendly, which turned a hesitant customer into an appreciative one. He was...
The agent opened the call correctly but failed to recognize the urgency of the client's situation involving a sick puppy. When no immediate appointmen...
The agent correctly identified the caller's need for records and initiated a transfer. However, the call involved multiple internal handoffs before re...
The agent efficiently handled an inbound call for an urgent appointment change by gathering necessary information and executing a warm transfer to the...
Call ID: 22223039
📋 VetEvolve - White Oaks Vets Hospital
The agent appropriately identified she could not solve the client's issue and attempted a warm transfer to the front desk. However, the client disconn...
The agent effectively verified the customer's information and identified the need for a transfer to the front desk for a deposit payment. For improvem...
The agent effectively handled a medical query by recognizing his limitations and initiating a warm transfer to the clinic's front desk. He gathered ne...
The agent correctly identified the need to escalate a specialized case (exotic pet) to the hospital directly. To improve, the agent should project mor...
Call ID: 22222867
📋 VetEvolve - Walkersville Vets
Agent: Neutral
📅 Call: 1/8/2026, 6:16:45 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 5min
The agent was unable to find the client's file with two phone numbers and transferred the call to the front desk. The agent should try to gather more ...
The agent did an excellent job of actively listening to the client's concerns and recognizing the urgency of the pet's medical situation. He proactive...
The agent efficiently handled a new client's request to book a specialized appointment, successfully gathering information and navigating a minor sche...
Call ID: 22222806
📋 VetEvolve - Lake Forest Animal
The agent correctly identified that the caller needed medical advice rather than scheduling and performed a warm transfer to the appropriate team. Whi...
Call ID: 22222662
📋 VetEvolve - Lake Forest Animal
The agent handled an urgent care call very effectively, showing empathy and taking appropriate steps to find a solution for the client. He managed hol...
Call ID: 22222656
📋 VetEvolve - Dublin Animal
Agent: Neutral
📅 Call: 1/8/2026, 5:52:40 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 4min
The agent appropriately handled the request for an urgent appointment by attempting a warm transfer to the front desk when no immediate openings were ...
The agent answered the customer's direct question about pricing but missed a clear opportunity to convert the inquiry into an appointment for the new ...
Call ID: 22222638
📋 VetEvolve - Bay Beach Vets
Agent: Positive
📅 Call: 1/8/2026, 5:42:59 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 3min
The agent efficiently handled a client's request for a same-day sick pet appointment, showing empathy and quickly finding an available slot. He succes...
Call ID: 22222617
📋 VetEvolve - Arnold Vets Hospital
The agent properly identified the caller's needs and worked to transfer them to the appropriate department for their pricing inquiry. Although the tra...
Call ID: 22222582
📋 VetEvolve - White Oaks Vets Hospital
Agent: Positive
📅 Call: 1/8/2026, 5:18:50 AM👤 Agent: VE - Luis Dominguez⏱️ Talk: 6min
The agent handled a difficult call well by showing empathy and proactively finding the only available solution when no appointments were open. For fut...
The agent effectively handled a call from a concerned new client, correctly identifying the urgency and attempting to secure a sooner appointment. He ...
The agent correctly identified that the client's prescription concern required a transfer to the front desk and collected the necessary information to...
Call ID: 22220293
📋 VetEvolve - Lake Forest Animal
The agent correctly followed policy by stating an exam was needed for a surgical estimate, but the delivery was hesitant. When the customer objected t...
The agent correctly handled the call opening and gathered initial information but was unable to locate the client's profile. He appropriately escalate...
The agent correctly identified that the caller's job inquiry was outside her department's scope and initiated a warm transfer to the front desk. The c...
Call ID: 22219294
📋 VetEvolve - White Oaks Vets Hospital
The agent successfully booked a new client appointment for a puppy with a health concern, gathering all necessary information and applying a promotion...
The agent did an excellent job with the call opening and information gathering, asking relevant questions to understand the pet's condition. The main ...
The agent correctly identified that the client's question was outside her scope and initiated a warm transfer to the front desk. To improve, the agent...
The agent efficiently handled the client's request to reschedule an appointment, demonstrating excellent verification skills and a patient, helpful to...
The agent correctly identified that the clinic does not offer ear docking and politely informed the caller. While she could not provide a referral, th...
Call ID: 22218602
📋 VetEvolve - White Oaks Vets Hospital
The agent expertly handled a new client inquiry, clearly explaining the process for pre-surgical consultations and efficiently gathering all necessary...
The agent efficiently handled a call from a client who received an erroneous message to book an appointment. She successfully verified the client's in...
The agent struggled to provide information independently, relying on transfers and long holds that ultimately caused the client to abandon the call. T...
Call ID: 22218378
📋 VetEvolve - Jackson Square Animal
The agent efficiently handled the client's request to reschedule an existing appointment, maintaining a professional and helpful tone throughout. He s...
The agent handled a new client call effectively, providing pricing information and successfully booking an appointment. She gathered all necessary inf...
The agent effectively managed a new client inquiry for a specific dental procedure, clearly explaining the protocol for establishing care. He successf...
Call ID: 22218137
📋 VetEvolve - White Oaks Vets Hospital
The agent handled the call opening correctly, including the recorded line disclosure. However, they missed a critical opportunity to build rapport by ...
The agent handled a simple request from a customer who moved away, though she sounded hesitant and briefly confused about a non-existent appointment. ...
The agent handled a new client's request for a post-operative procedure by gathering relevant details and correctly escalating the call to the clinic ...
The agent correctly identified the client's needs and followed the proper procedure to transfer them for scheduling with an exotic pet. While the agen...
The agent handled this message-taking call efficiently and professionally. He correctly verified the client's information, including the callback numb...
The agent successfully handled a new patient appointment booking with a professional tone. However, due to a brief audio issue, the agent missed key i...
The agent performed the call opening correctly, stating their name, the clinic's name, and the recorded line disclosure. The transcript is too brief t...
The agent correctly identified that the customer's request required a transfer to the front desk and effectively performed a warm handoff. To improve,...
The agent effectively investigated the customer's issue of a disconnected call but failed to complete the interaction. After handing off the booking t...
The agent successfully provided pricing and booked an appointment for a new patient. However, the agent displayed a lack of confidence by getting conf...
The agent successfully registered a new client and scheduled an appointment for her two cats. While the agent's tone was occasionally hesitant, she ef...
Call ID: 22216639
📋 VetEvolve - Mount Airy Vets
Agent: Positive
📅 Call: 1/7/2026, 1:44:44 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 5min
The agent efficiently handled a new client's request to schedule a wellness appointment, gathering all necessary information and confirming the detail...
The agent successfully gathered new client information and scheduled an appointment, but their performance was marred by a hesitant tone and a critica...
The agent correctly identified the need for the puppy's vaccination records but missed the opportunity to schedule an initial wellness exam. Instead o...
The agent was polite and effectively answered the customer's questions, including providing helpful context when unable to fulfill a service request. ...
The agent effectively handled an informational call from a returning client, successfully explaining the process for re-establishing care. He maintain...
Call ID: 22216149
📋 VetEvolve - Lake Forest Animal
The agent correctly identified the need to transfer the client for a same-day scheduling issue but came across as hesitant. To improve, the agent shou...
The agent handled the start of the call well by verifying the customer's information for a transfer. However, the customer abandoned the call during a...
Call ID: 22215901
📋 VetEvolve - Dr Dans Animal
Agent: Neutral
📅 Call: 1/7/2026, 1:24:02 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 1min
The agent handled a technical issue well, opening the call correctly but being unable to hear the customer. After attempting to establish communicatio...
The agent successfully scheduled an appointment for a new client and gathered all necessary information. To improve, the agent should use more confide...
The agent effectively explained the clinic's policy for new patients and the reasoning for requiring a wellness visit before providing a neuter estima...
The agent effectively gathered initial information but was unable to find the client's profile. He correctly escalated the call to the clinic but fail...
Call ID: 22215444
📋 VetEvolve - Lake Forest Animal
The agent delivered a strong, compliant opening by stating the business name, her name, and the recorded line disclosure. Since the transcript only in...
Call ID: 22215359
📋 VetEvolve - Arnold Pet Station
The agent correctly explained the process for a spay/neuter surgery but missed the crucial opportunity to schedule the required pre-op exam. The agent...
Call ID: 22215262
📋 VetEvolve - Chadwell Animal
Agent: Positive
📅 Call: 1/7/2026, 1:05:42 PM👤 Agent: VE - Luis Dominguez⏱️ Talk: 2min
The agent efficiently handled a simple informational call from a client providing a pet's weight. He properly verified the client's and pet's informat...
The agent successfully handled a new patient appointment booking with a professional and helpful demeanor. He effectively gathered all necessary infor...
The agent correctly identified the need to transfer the caller but sounded hesitant about the clinic's services. The subsequent transfer was inefficie...
Call ID: 22214881
📋 VetEvolve - Jackson Square Animal
The agent handled a medically complex call with appropriate empathy and correctly consulted a technician for guidance. However, the agent missed a key...
The agent correctly identified that the customer's complex request required a transfer to the clinic and gathered the necessary information to do so. ...
The agent professionally handled a rescheduling request that was outside her system's capabilities. She correctly gathered client information, managed...
The agent started the call well but failed to handle the process for scheduling an exotic pet correctly, leading to a missed opportunity. The agent in...
The agent effectively handled a new client's request to schedule a wellness visit for three cats prior to their spay/neuter surgeries. He clearly expl...
Call ID: 20183115
📋 VetEvolve - Lake Forest Animal
The agent effectively handled the customer's initial inquiry and verified the pet's vaccination needs, but the call failed at the booking stage due to...