System, Method, and Apparatus for Determining a Status of a Call Recipient in a Call System

A system for determining a status of a call recipient during a phone call between a call agent and the call recipient over a first two-party phone connection, comprising at least one computer including at least one processor programmed or configured to:

• automatically add a third-party phone line to the two-party phone connection, the third-party phone line in communication with a call monitoring computer;
• monitor, over the third-party phone line, the phone call;
• detect a predefined response from at least one of the call recipient and the call agent over the phone call;
• and
• automatically initiate a customer service action in response to detecting the predefined response.

A method for determining a status of a call recipient after or during a phone call between a call agent and the call recipient over a first phone line, comprising:

• automatically recording the phone call, resulting in a call recording having a duration;
• determining, with a computer, if the duration of the call recording exceeds a first predetermined call duration and is less than a second predetermined call duration;
• in response to determining that the duration exceeds the first predetermined call duration and is less than the second predetermined call duration, determining if the call recording comprises at least one predefined response by analyzing the call recording;
• and
• in response to determining that the call recording comprises the at least one predefined response, initiating at least one customer service action.