Methods and systems for analyzing speech during a call and automatically modifying, during the call, a call center referral interface

1. A method for analyzing speech generated during a call to generate a potential referral and automatically modifying, during the call, a user interface displaying, to a call center operator generating a referral to a physician for a patient, data associated with the analyzed speech, the method comprising:

receiving, during a call by a patient to a call center operator, by an analysis engine executing on a first computing device, from a second computing device executing a speech-to-text converter, data generated during a call by a patient to a call center operator by converting audio data to text data, the call center operator generating a referral to a physician for the patient;

analyzing, by the analysis engine, the received data generated during the call, wherein analyzing further comprises:

analyzing at least one acoustic feature of the patient speech during the call, the at least one acoustic feature identified in the received data, and

identifying at least one keyword within the received data;

identifying, by the analysis engine, patient data stored in an electronic medical record associated with the patient, responsive to the analysis of the identified at least one keyword;

determining, by the analysis engine, at least one requirement of the patient based upon the identified patient data and the analysis of the at least one acoustic feature and of the identified at least one keyword;

generating, during the call by the patient to the call center operator, by the analysis engine, a potential referral to a physician for the patient, the physician having a profile that satisfies the determined at least one requirement, based on the analysis of the at least one acoustic feature and of the identified at least one keyword; and

modifying, by a presentation engine executing on the second computing device, a user interface displayed to the call center operator, during the call by the patient to the call center operator, the modification to the user interface including addition to the user interface of an identification of the potential referral; and

modifying, by the presentation engine, the user interface displayed to the call center operator, during the call by the patient to the call center operator, the modification to the display including addition to the user interface of an identification of feedback to the call center operator regarding an emotional state of the patient, based on the analysis of the acoustic feature and of the identified at least one keyword.

2. The method of claim 1 , wherein analyzing further comprises identifying, by the analysis engine, sentiment data including an identification of a sentiment expressed by the patient.

3. The method of claim 1 , wherein analyzing further comprises identifying, by the analysis engine, an emotional state of the patient.

4. The method of claim 3 , wherein determining the at least one requirement of the patient includes determining a level of urgency of a patient need based upon the identified emotional state of the patient.

5. The method of claim 3 , wherein modifying further comprises modifying the user interface, during the call, to include feedback to the agent regarding the patient emotion.

6. The method of claim 1 , wherein analyzing further comprises identifying, by the analysis engine, at least one personality trait of the patient.

7. The method of claim 6 , wherein determining the at least one requirement of the patient further comprises determining a characteristic of a physician with a complementary personality trait to the identified at least one personality trait of the patient.

8. The method of claim 1 , wherein identifying further comprises identifying, by the analysis engine, within a record accessible to the call center, the patient data.

9. The method of claim 1 , wherein identifying further comprises identifying, by the analysis engine, an electronic medical record associated with the patient.

10. The method of claim 1 , wherein determining further comprises matching, by the analysis engine, a key word identified within the received data to a term within a taxonomy system accessible to the first computing device.

11. The method of claim 1 further comprising determining, by the analysis engine, before generating the potential referral, that the profile satisfies a clinical effectiveness requirement.

12. The method of claim 1 further comprising:

determining that the physician is not available;

generating, by the analysis engine, a second potential referral to a second physician for the patient, the physician having a profile that satisfies the determined requirement; and

providing, by the presentation engine, to the call center, the second potential referral during the call.

13. A system for analyzing speech generated during a call to generate a potential referral and automatically modifying, during the call, a user interface displaying, to a call center operator generating a referral to a physician for a patient, data associated with the analyzed speech, the system comprising:

an analysis engine executing on a first computing device and:

(i) receiving, during a call by a patient to a call center operator, from a second computing device executing a speech-to-text converter, data generated during a call by a patient to a call center operator by converting audio data to text data, the call center operator generating a referral to a physician for the patient,

(ii) analyzing, the received data generated during the call, wherein analyzing further comprises analyzing at least one acoustic feature of the patient speech during the call, the at least one acoustic feature identified in the received data and identifying at least one keyword within the received data,

(iii) identifying patient data stored in an electronic medical record associated with the patient, responsive to the analysis of the identified at least one keyword,

(iv) determining at least one requirement of the patient based upon the identified patient data and the analysis analysis of the at least one acoustic feature and of the identified at least one keyword,

(v) generating, during the call by the patient to the call center operator, a potential referral to a physician for the patient, the physician having a profile that satisfies the determined at least one requirement, based on the analysis of the at least one acoustic feature and of the identified at least one keyword; and

a presentation engine executing on the second computing device and (i) modifying a user interface displayed to the call center operator, during the call by the patient to the call center operator, the modification to the user interface including addition to the user interface of an identification of the potential referral and (ii) modifying the user interface displayed to the call center operator, during the call by the patient to the call center operator, the modification to the display including addition to the user interface of an identification of feedback to the call center operator regarding an emotional state of the patient, based on the analysis of the acoustic feature and of the identified at least one keyword.