17. The non-transitory computer-readable medium of claim 16 , wherein the program further instructs the processing element to generate a plurality of voice prints, each voice print derived from one of a plurality of periods of time during the conversation, compare each voice print with a voice print of the customer service representative to determine an identity of the voice print, indicate a first set of voice prints that are associated with the customer service representative and a second set of voice prints that are associated with the customer, match the first set of voice prints with words from the text stream that are spoken by the customer service representative, and display on the display a list of words from the customer service representative transcript that match one or more positive words, and a list of words from the customer service representative transcript that match one or more negative words.
16. The non-transitory computer-readable medium of claim 15 , wherein the program further instructs the processing element to receive a digitized data stream corresponding to the oral conversation between the customer and the customer service representative, and convert the data stream to a text stream.