Act 01Diagnostic lab · Inbound · Hinglish
Rescues a late home collection for a fasting diabetic father
A son calls furious: the phlebotomist has not come, and his 72-year-old diabetic father has been fasting since last night. The AI checks the live location, reassigns a nearer phlebotomist, gives the standard low-sugar safety line, handles a dispute over last month's HbA1c by booking the lab's free re-test and a quality review, and applies the missed-slot policy, with no medical advice.
Demo business, not a client Nirdesh Pathlabs, Noida is an invented business. Scripted call with AI voices. The business is invented, and the AI says it is an AI at the start of the call.
Act 02The call
Play it, read along
The transcript follows the voice. Lines in Hindi and other Indian languages carry an English translation you can switch on.
Sample callInboundHinglish
Rescues a late home collection for a fasting diabetic father
Diagnostic lab · Nirdesh Pathlabs, Noida (invented)
A son calls furious: the phlebotomist has not come, and his 72-year-old diabetic father has been fasting since last night. The AI checks the live location, reassigns a nearer phlebotomist, gives the standard low-sugar safety line, handles a dispute over last month's HbA1c by booking the lab's free re-test and a quality review, and applies the missed-slot policy, with no medical advice.
AI demo call
What it did
- Low-sugar symptoms checked first
- Standard safety line given. No medical advice
- Live location: assigned phlebotomist 6 km away
- Reassigned nearer phlebotomist, ETA 25 min
- Disputed HbA1c: free re-test added per lab policy
- Sample mix-up claim sent to the quality manager
- Missed-slot policy applied: ₹150 collection fee removed
- Report times given against the 6 pm doctor visit
Voice: Sarvam Bulbul v4 Flash, Simran (caller: Shubh). Scripted and synthetic: not a recording, not a real customer.
- नमस्ते, Nirdesh Pathlabs। मैं lab की AI assistant हूँ, और ये call record हो रही है। बताइए, मैं आपकी क्या help कर सकती हूँ?Hello, Nirdesh Pathlabs. I am the lab's AI assistant, and this call is recorded. How can I help you?
- सात से आठ का slot था, अब पौने नौ बज गए! आपका आदमी आया ही नहीं। मेरे पापा बहत्तर साल के हैं, diabetic हैं, कल रात से भूखे बैठे हैं। ये कोई तरीका है?The slot was 7 to 8, now it is 8:45! Your man never came. My father is 72, diabetic, and has been fasting since last night. Is this any way to work?
- आप बिलकुल सही नाराज़ हैं, ये हमारी गलती है। सबसे पहले पापा के बारे में। अभी उन्हें कमज़ोरी, पसीना, घबराहट या चक्कर जैसा कुछ लग रहा है?You are right to be angry; this is our fault. First, about your father. Is he feeling any weakness, sweating, anxiety or dizziness right now?
- थोड़ी कमज़ोरी बोल रहे हैं, बाकी ठीक हैं।He says he feels a little weak, otherwise fine.
- ठीक है। हमारा standard safety नियम ये है: अगर पसीना, काँपना या चक्कर शुरू हो, या उन्हें ठीक ना लगे, तो test का इंतज़ार मत कीजिए, उन्हें तुरंत कुछ मीठा या खाना दीजिए और अपने doctor से बात कीजिए। Test हम दूसरे दिन कर लेंगे। अब मैं booking देखती हूँ, booking ID बता दीजिए।Okay. Our standard safety rule is this: if sweating, shaking or dizziness starts, or he does not feel right, do not wait for the test; give him something sweet or food right away and talk to your doctor. We can do the test another day. Now let me check the booking; please give me the booking ID.
- NP पाँच छह सात आठ एक। Sector पचास।NP-56781. Sector 50.
- मिल गई। Fasting sugar, HbA1c और kidney profile, सात से आठ का slot। Phlebotomist assigned थे, लेकिन उनकी live location दिख रही है कि वो अभी आपसे छह km दूर हैं, पिछली collection में देर हो गई।Found it. Fasting sugar, HbA1c and kidney profile, 7 to 8 slot. A phlebotomist was assigned, but his live location shows he is still 6 km from you; his previous collection ran late.
- और ये बात मुझे call करके बतानी नहीं थी? मैं आधे घंटे से दरवाज़े पर खड़ा हूँ!And nobody thought to call and tell me? I have been standing at the door for half an hour!
- बतानी चाहिए थी, माफ़ी चाहती हूँ। मैंने अभी Sector इक्यावन से दूसरे phlebotomist, Mr Deepak को assign कर दिया है। उनका ETA पच्चीस minute है, यानी लगभग सवा नौ बजे। उनका नाम और photo WhatsApp पर भेज रही हूँ।We should have, and I am sorry. I have just assigned another phlebotomist, Mr Deepak, from Sector 51. His ETA is 25 minutes, about 9:15. I am sending his name and photo on WhatsApp.
- पच्चीस minute और? पापा तब तक भूखे रहेंगे? और सुनिए, पिछले महीने भी आपकी lab से HbA1c करवाया था, नौ point एक आया। Doctor ने बोला ये हो ही नहीं सकता, तीन महीने पहले सात था।Twenty-five more minutes? Father stays hungry till then? And listen, last month we did HbA1c at your lab too, it came 9.1. The doctor said that is impossible, three months ago it was 7.
- पहले फ़ास्टिंग की बात। अगर पापा ठीक महसूस कर रहे हैं, तो पच्चीस minute रुक सकते हैं, लेकिन ज़रा भी तबीयत बिगड़े तो वही नियम, पहले खाना, test बाद में। अब HbA1c की बात, मैं पिछले महीने की report खोल रही हूँ।First the fasting. If your father feels okay, he can wait 25 minutes, but if he feels at all unwell, the same rule: food first, test later. Now the HbA1c; I am opening last month's report.
- हाँ, देखिए। मुझे लगता है sample ही mix हो गया था।Yes, look. I think the sample itself got mixed up.
- Report में बारह सितंबर की date पर HbA1c नौ point एक लिखा है। Report सही है या नहीं, ये मैं नहीं कह सकती, और ना ही उसका medical मतलब बता सकती हूँ। लेकिन हमारी lab की policy है कि अगर report पर सवाल हो, तो वही test एक बार free में दोबारा होता है। मैं आज के sample में HbA1c का repeat free में जोड़ रही हूँ।The report dated 12 September shows HbA1c 9.1. Whether it is right, I cannot say, and I cannot explain its medical meaning either. But our lab's policy is that if a report is questioned, the same test is repeated once free. I am adding a free HbA1c repeat to today's sample.
- और अगर sample mix हुआ था तो? उसकी ज़िम्मेदारी कौन लेगा?And if the sample was mixed up? Who takes responsibility for that?
- Sample mix-up एक गंभीर बात है, इसलिए मैं इसे हमारे quality manager Dr Sinha को भेज रही हूँ। वो पिछले sample का पूरा record check करेंगी और दो working days में आपको call करेंगी। Ticket number है NP-Q तीन तीन एक।A sample mix-up is a serious matter, so I am sending this to our quality manager, Dr Sinha. She will check the full record of the last sample and call you within two working days. The ticket number is NP-Q331.
- ठीक है। आज के लिए कुछ compensation? पूरी सुबह खराब हुई।Okay. Any compensation for today? The whole morning was wasted.
- हमारी missed-slot policy में, अगर collection slot से चूक जाए, तो home collection fee, यानी एक सौ पचास रुपये, वापस होती है। मैंने वो आज की booking से हटा दी है। इसके अलावा कुछ और देना मेरे हाथ में नहीं है, ये मैं साफ़ बता दूँ।Under our missed-slot policy, if a collection misses its slot, the home collection fee of ₹150 is refunded. I have removed it from today's booking. Beyond that, nothing else is in my hands, to be clear.
- चलो ठीक है। Report कब तक आएगी? Doctor का appointment शाम को है।Okay, fine. When will the report come? The doctor's appointment is in the evening.
- Fasting sugar और kidney profile की report आज शाम पाँच बजे तक, और HbA1c की, दोनों, रात आठ बजे तक WhatsApp और email पर आ जाएँगी। अगर शाम का appointment पाँच बजे से पहले है, तो बता दीजिए, मैं lab को priority note भेज देती हूँ।The fasting sugar and kidney profile reports by 5 pm today, and both HbA1c results by 8 pm, on WhatsApp and email. If the evening appointment is before 5, tell me and I will send the lab a priority note.
- छह बजे है।It is at six.
- ठीक है, फिर पाँच बजे वाली reports उससे पहले आ जाएँगी। HbA1c अगर छह बजे तक ना आए, तो doctor को बता दीजिए कि रात आठ बजे तक आएगी।Okay, then the 5 pm reports will be in before that. If the HbA1c is not in by six, tell the doctor it will arrive by 8 pm.
- हम्म, ठीक है।Hmm, okay.
- Recap: Mr Deepak सवा नौ बजे तक पहुँचेंगे, नाम और photo WhatsApp पर। आज HbA1c का free repeat जुड़ गया। Dr Sinha का call दो working days में, ticket NP-Q तीन तीन एक। Home collection fee हटा दी। और पापा को ज़रा भी कमज़ोरी बढ़े, तो पहले खाना। Phlebotomist के आने से दो minute पहले आपको call आएगी।Recap: Mr Deepak arrives by about 9:15, name and photo on WhatsApp. A free HbA1c repeat is added today. Dr Sinha calls within two working days, ticket NP-Q331. The home collection fee is removed. And if your father feels any weaker, food first. You will get a call two minutes before the phlebotomist arrives.
- ठीक है। Thank you, पापा को बोल देता हूँ।Okay. Thank you, I will tell Father.
Act 03The rules on this call
Honest from the first line
- It says it is an AI assistant in its first line, and that the call is recorded.
- It uses only the facts the business gave it. Anything else goes to a person, with a time.
- No guarantees, no invented offers, no pressure. Prices only from the business’s own list.
- The business is invented and both voices are AI. No real customer is on the call.
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