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English (US) Call Center Speech Dataset for Healthcare
The audio dataset comprises call center conversations for the Healthcare domain, featuring native English speakers from US. It includes speech data, detailed metadata and accurate transcriptions.
Category
Unscripted Call Center Conversations
Total Volume
30 Speech Hours
Last updated
Jun 2024
Number of participants
60
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About this Off-the-shelf Speech Dataset
Introduction
Welcome to the US English Call Center Speech Dataset for the Healthcare domain designed to enhance the development of call center speech recognition models specifically for the Healthcare industry. This dataset is meticulously curated to support advanced speech recognition, natural language processing, conversational AI, and generative voice AI algorithms.
Speech Data
This training dataset comprises 30 Hours of call center audio recordings covering various topics and scenarios related to the Healthcare domain, designed to build robust and accurate customer service speech technology.
•
Speakers:
60 expert native US English speakers from the FutureBeeAI Community.
•
Regions:
Different states/provinces of United States of America, ensuring a balanced representation of US accents, dialects, and demographics.
•
Participant Profile:
Participants range from 18 to 70 years old, representing both males and females in a 60:40 ratio, respectively.
•
Conversation Nature:
Unscripted and spontaneous conversations between call center agents and customers.
•
Call Duration:
Average duration of 5 to 15 minutes per call.
•
Formats:
WAV format with stereo channels, a bit depth of 16 bits, and a sample rate of 8 and 16 kHz.
•
Environment:
Without background noise and without echo.
Topic Diversity
This dataset offers a diverse range of conversation topics, call types, and outcomes, including both inbound and outbound calls with positive, neutral, and negative outcomes.
•Appointment Scheduling
•New Patient Registration
•Surgery Consultation
•Consultation regarding Diet, and many more
•Appointment Reminder
•Health and Wellness Subscription Programs
•Lab Tests Results
•Health Risk Assessments
•Preventive Care Reminders, and many more
This extensive coverage ensures the dataset includes realistic call center scenarios, which is essential for developing effective customer support speech recognition models.
Transcription
To facilitate your workflow, the dataset includes manual verbatim transcriptions of each call center audio file in JSON format. These transcriptions feature:
•
Speaker-wise Segmentation:
Time-coded segments for both agents and customers.
•
Non-Speech Labels:
Tags and labels for non-speech elements.
•
Word Error Rate:
Word error rate is less than 5% thanks to the dual layer of QA.
These ready-to-use transcriptions accelerate the development of the Healthcare domain call center conversational AI and ASR models for the US English language.
Metadata
The dataset provides comprehensive metadata for each conversation and participant:
•
Participant Metadata:
Unique identifier, age, gender, country, state, district, accent and dialect.
•
Conversation Metadata:
Domain, topic, call type, outcome/sentiment, bit depth, and sample rate.
This metadata is a powerful tool for understanding and characterizing the data, enabling informed decision-making in the development of US English call center speech recognition models.
Usage and Applications
This dataset can be used for various applications in the fields of speech recognition, natural language processing, and conversational AI, specifically tailored to the Healthcare domain. Potential use cases include:
•
Speech Recognition Models:
Training and fine-tuning speech recognition models for US English.
•
Speech Analytics Models:
Building speech analytics models to extract insights, identify patterns, and glean valuable information from customer conversation, enables data-driven decision-making and process optimization within the Healthcare sector.
•
Smart Assistants and Chatbots:
Developing conversational agents and virtual assistants for customer service in the Healthcare industries.
•
Sentiment Analysis:
Analyzing customer sentiment and improving customer experience based on call center interactions.
•
Generative AI:
Training generative AI models capable of generating human-like responses, summaries, or content tailored to the Healthcare domain.
Secure and Ethical Collection
•Our proprietary data collection and transcription platform, “Yugo” was used throughout the process of this dataset creation.
•Throughout the data collection process, the data remained within our secure platform and did not leave our environment, ensuring data security and confidentiality.
•The data collection process adhered to strict ethical guidelines, ensuring the privacy and consent of all participants.
•It does not include any personally identifiable information about any participant, which makes the dataset safe to use.
•The dataset does not contain any copyrighted content.
Updates and Customization
Understanding the importance of diverse environments for robust ASR models, our call center voice dataset is regularly updated with new audio data captured in various real-world conditions.
•
Environmental Conditions:
Custom collection in specific environmental conditions upon request.
•
Sample Rates:
Customizable from 8kHz to 48kHz.
•
Transcription Customization:
Tailored to specific guidelines and requirements.
License
This Healthcare domain call center audio dataset is created by FutureBeeAI and is available for commercial use.
Use Cases
Call Center Conversational AI
ASR
Chatbot
Language Modelling
TTS
Speech Analytics
Dataset Sample(s)
ATTRIBUTES
| Channel 1 | Channel 2 | Format |
|---|---|---|
| Male(29) | Female(24) | wav, json |
TRANSCRIPTION
| LABEL | START | END | CHANNEL | TRANSCRIPT |
|---|---|---|---|---|
| Speech | 4.774 | 5.799 | Speaker 2 | Hello Futurebee. |
| Speech | 7.578 | 8.477 | Speaker 1 | Hello Futurebee. |
| Noise | 7.703 | 7.961 | - | - |
| Noise | 9.519 | 9.878 | - | - |
| Speech | 12.669 | 14.336 | Speaker 2 | Hello is this <PII>Mr. Micheal</PII>? |
| Speech | 15.579 | 17.335 | Speaker 1 | This is, whom I speaking to? |
| Speech | 18.562 | 24.603 | Speaker 2 | Hi this is Kelly. I am with [filler], Dr Brigers office. [filler] I am calling because we |
| Noise | 24.329 | 24.518 | - | - |
| Speech | 25.082 | 26.722 | Speaker 2 | needed you a little pre test |
| Speech | 27.361 | 29.411 | Speaker 2 | screening before your appointment tomorrow. |
| Speech | 30.103 | 31.312 | Speaker 2 | You have just ten minutes. |
| Speech | 33.868 | 37.679 | Speaker 1 | [filler] yeah I think so. [filler] yeah, yeah I have got. |
| Noise | 37.722 | 38.222 | - | - |
| Speech | 39.207 | 44.883 | Speaker 2 | Okay perfect. So we just do this phone call to make the check in process easier once you get here because |
| Speech | 45.649 | 47.847 | Speaker 2 | ever since our office is reopened |
| Speech | 48.283 | 50.347 | Speaker 2 | we had such a backlog of patients |
| Speech | 51.024 | 53.265 | Speaker 2 | that when we reopened |
| Noise | 52.816 | 54.182 | - | - |
| Speech | 54.133 | 60.191 | Speaker 2 | we are trying to take on more patients than usual. So by doing this process it helps us to get through |
| Speech | 60.740 | 61.731 | Speaker 2 | the check in process |
| Speech | 61.957 | 65.248 | Speaker 2 | more quickly when you actually come to the office. Okay? |
| Speech | 68.328 | 75.453 | Speaker 1 | I will tell you what, that makes me real happy because one of the things I hate about going into doctors offices is I get there in time to my appointment. |
| Speech | 75.894 | 81.087 | Speaker 1 | And then I get a quick half an hour to call out all the paper work. That's in a, that's in a eliminate this right? |
| Speech | 83.287 | 86.912 | Speaker 2 | For the most part, [filler] thankfully you are already [filler] |
| Speech | 87.552 | 90.194 | Speaker 2 | repeat patient that we won't have to call out |
| Speech | 90.587 | 91.686 | Speaker 2 | any paper work |
| Speech | 92.436 | 95.052 | Speaker 2 | like sometimes you have to do with your new patient. |
| Speech | 95.953 | 100.677 | Speaker 2 | [filler], but I just want you to know that like I said we have been really |
| Speech | 101.403 | 103.453 | Speaker 2 | swamped with new patients and |
| Speech | 103.843 | 105.686 | Speaker 2 | a backlog of patients so |
| Speech | 106.170 | 108.412 | Speaker 2 | please continue to be patient with us if you are |
| Speech | 108.811 | 110.569 | Speaker 2 | Appointment is on perfectly on time. |
| Speech | 114.045 | 116.670 | Speaker 1 | Okay. Alright [filler], thanks for giving me a heads up. |
| Speech | 117.203 | 120.170 | Speaker 2 | Alright so I just have a few questions to ask you. |
| Speech | 121.927 | 126.644 | Speaker 2 | [filler] and they are just some general questions about your health within the last few days. |
| Speech | 127.412 | 131.703 | Speaker 2 | So just think back to your last few days and you can give me an answer. Are you ready? |
| Speech | 135.287 | 135.961 | Speaker 1 | I am ready. |
| Speech | 135.453 | 138.978 | Speaker 2 | Okay my first question is, have you had a new fever? |
| Speech | 139.425 | 145.336 | Speaker 2 | of a hundred and four degrees or higher, Of one hundred point four degrees or higher? Yes or no? |
| Speech | 148.151 | 156.961 | Speaker 1 | [filler], I have not had any meter to take my own temperature in the last forty eight hours. I have a sense of fever. So [filler], I don't have any measurements to tell you this. But no, I, I don't. |
| Noise | 157.032 | 157.663 | - | - |
| Speech | 158.788 | 163.216 | Speaker 2 | Okay so that means that within the last couple of days there has been no symptoms that could be |
| Noise | 159.274 | 160.066 | - | - |
| Speech | 163.757 | 165.532 | Speaker 2 | connected with a fever either right? |
| Speech | 167.757 | 168.191 | Speaker 1 | Correct |
| Speech | 169.223 | 172.032 | Speaker 2 | Okay that's great. Let me just type that into my computer. |
| Noise | 172.626 | 172.723 | - | - |
| Speech | 174.830 | 176.247 | Speaker 2 | Okay and my next question. |
| Speech | 176.782 | 181.449 | Speaker 2 | Have you had a new cough, you can now attribute to another health condition? |
TRANSCRIPTION
| TIME | TRANSCRIPT |
|---|---|
| 4.774 5.799 | Hello Futurebee. |
| 7.578 8.477 | Hello Futurebee. |
| 7.703 7.961 | - |
| 9.519 9.878 | - |
| 12.669 14.336 | Hello is this <PII>Mr. Micheal</PII>? |
| 15.579 17.335 | This is, whom I speaking to? |
| 18.562 24.603 | Hi this is Kelly. I am with [filler], Dr Brigers office. [filler] I am calling because we |
| 24.329 24.518 | - |
| 25.082 26.722 | needed you a little pre test |
| 27.361 29.411 | screening before your appointment tomorrow. |
| 30.103 31.312 | You have just ten minutes. |
| 33.868 37.679 | [filler] yeah I think so. [filler] yeah, yeah I have got. |
| 37.722 38.222 | - |
| 39.207 44.883 | Okay perfect. So we just do this phone call to make the check in process easier once you get here because |
| 45.649 47.847 | ever since our office is reopened |
| 48.283 50.347 | we had such a backlog of patients |
| 51.024 53.265 | that when we reopened |
| 52.816 54.182 | - |
| 54.133 60.191 | we are trying to take on more patients than usual. So by doing this process it helps us to get through |
| 60.740 61.731 | the check in process |
| 61.957 65.248 | more quickly when you actually come to the office. Okay? |
| 68.328 75.453 | I will tell you what, that makes me real happy because one of the things I hate about going into doctors offices is I get there in time to my appointment. |
| 75.894 81.087 | And then I get a quick half an hour to call out all the paper work. That's in a, that's in a eliminate this right? |
| 83.287 86.912 | For the most part, [filler] thankfully you are already [filler] |
| 87.552 90.194 | repeat patient that we won't have to call out |
| 90.587 91.686 | any paper work |
| 92.436 95.052 | like sometimes you have to do with your new patient. |
| 95.953 100.677 | [filler], but I just want you to know that like I said we have been really |
| 101.403 103.453 | swamped with new patients and |
| 103.843 105.686 | a backlog of patients so |
| 106.170 108.412 | please continue to be patient with us if you are |
| 108.811 110.569 | Appointment is on perfectly on time. |
| 114.045 116.670 | Okay. Alright [filler], thanks for giving me a heads up. |
| 117.203 120.170 | Alright so I just have a few questions to ask you. |
| 121.927 126.644 | [filler] and they are just some general questions about your health within the last few days. |
| 127.412 131.703 | So just think back to your last few days and you can give me an answer. Are you ready? |
| 135.287 135.961 | I am ready. |
| 135.453 138.978 | Okay my first question is, have you had a new fever? |
| 139.425 145.336 | of a hundred and four degrees or higher, Of one hundred point four degrees or higher? Yes or no? |
| 148.151 156.961 | [filler], I have not had any meter to take my own temperature in the last forty eight hours. I have a sense of fever. So [filler], I don't have any measurements to tell you this. But no, I, I don't. |
| 157.032 157.663 | - |
| 158.788 163.216 | Okay so that means that within the last couple of days there has been no symptoms that could be |
| 159.274 160.066 | - |
| 163.757 165.532 | connected with a fever either right? |
| 167.757 168.191 | Correct |
| 169.223 172.032 | Okay that's great. Let me just type that into my computer. |
| 172.626 172.723 | - |
| 174.830 176.247 | Okay and my next question. |
| 176.782 181.449 | Have you had a new cough, you can now attribute to another health condition? |
Dataset Demographics
Language
English
Language code
en-us
Country
USA
Accents
Arizona,...more
Gender Distribution
M:60, F:40
Age Group
18-70
Audio File Details
Environment
Silent, Noisy
Bit Depth
16 bit
Format
wav
Sample rate
8khz & 16khz
Channel
Stereo
Audio file duration
5-15 minutes
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