{"metadata":{"transaction_key":"deprecated","request_id":"019e1a77-c8a7-7a73-ba8b-73fb44806666","sha256":"465a11e072a593b1342725f1b19f79001d23c00bb13dd2a73470b540c4abdb60","created":"2026-05-12T04:35:19.606Z","duration":139.39194,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":263,"output_tokens":79},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":288,"output_tokens":288},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":288,"output_tokens":7}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. This is Ertel. Am I speaking to mister Zinsu? Hi. How are you today? Thank you for taking my call. I'm just making a follow-up in regards to your May invoice for your Internet service. It was due yesterday. Could you kindly process the payment, or would you like me to help you process the payment over the phone? It's only $69.95 for your Internet payment. Oh, okay. This is Airtel, your Internet service provider. I'm calling you about your payment is not yet paid, your May invoice. It's only $69.95. Yeah. Could you kindly process the payment through the customer portal? You have an access. Right? I'm sorry? Okay. Just check your email and kindly see your invoice and process the payment. Okay? Payment for Internet. Hello? Yeah. No no English? Chinese? Chinese? Okay. Just one moment. Just give me one moment. Okay? Don't have the phone. Okay. The search in","confidence":0.99902344,"words":[{"word":"hi","start":3.4399998,"end":3.84,"confidence":0.99902344,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.051431864500045776},{"word":"good","start":3.84,"end":4.08,"confidence":1.0,"punctuated_word":"Good","sentiment":"neutral","sentiment_score":0.29477229714393616},{"word":"afternoon","start":4.08,"end":4.58,"confidence":1.0,"punctuated_word":"afternoon.","sentiment":"neutral","sentiment_score":0.25462043285369873},{"word":"this","start":4.88,"end":5.2,"confidence":1.0,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.223507359623909},{"word":"is","start":5.2,"end":5.52,"confidence":0.99902344,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.2163195013999939},{"word":"ertel","start":5.52,"end":6.02,"confidence":0.59440106,"punctuated_word":"Ertel.","sentiment":"neutral","sentiment_score":0.25590813159942627},{"word":"am","start":6.72,"end":6.96,"confidence":0.99902344,"punctuated_word":"Am","sentiment":"neutral","sentiment_score":0.11345742642879486},{"word":"i","start":6.96,"end":7.12,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.13962513208389282},{"word":"speaking","start":7.12,"end":7.44,"confidence":1.0,"punctuated_word":"speaking","sentiment":"neutral","sentiment_score":0.08133138716220856},{"word":"to","start":7.44,"end":7.68,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.11842071264982224},{"word":"mister","start":7.68,"end":8.16,"confidence":0.99365234,"punctuated_word":"mister","sentiment":"neutral","sentiment_score":0.15344783663749695},{"word":"zinsu","start":8.16,"end":8.66,"confidence":0.6925049,"punctuated_word":"Zinsu?","sentiment":"neutral","sentiment_score":0.16525569558143616},{"word":"hi","start":11.36,"end":11.86,"confidence":0.9975586,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.2482743263244629},{"word":"how","start":11.92,"end":12.08,"confidence":0.99902344,"punctuated_word":"How","sentiment":"neutral","sentiment_score":0.3287782669067383},{"word":"are","start":12.08,"end":12.24,"confidence":1.0,"punctuated_word":"are","sentiment":"neutral","sentiment_score":0.27515777945518494},{"word":"you","start":12.24,"end":12.4,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.3004463016986847},{"word":"today","start":12.4,"end":12.799999,"confidence":1.0,"punctuated_word":"today?","sentiment":"positive","sentiment_score":0.3646415174007416},{"word":"thank","start":12.799999,"end":12.96,"confidence":1.0,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.6320479512214661},{"word":"you","start":12.96,"end":13.2,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.5632492899894714},{"word":"for","start":13.2,"end":13.44,"confidence":1.0,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.6410430073738098},{"word":"taking","start":13.44,"end":13.84,"confidence":1.0,"punctuated_word":"taking","sentiment":"positive","sentiment_score":0.5882766246795654},{"word":"my","start":13.84,"end":14.16,"confidence":1.0,"punctuated_word":"my","sentiment":"positive","sentiment_score":0.5740501880645752},{"word":"call","start":14.16,"end":14.66,"confidence":1.0,"punctuated_word":"call.","sentiment":"positive","sentiment_score":0.6327171325683594},{"word":"i'm","start":15.395,"end":15.555,"confidence":0.9848633,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.20360873639583588},{"word":"just","start":15.555,"end":15.715,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.16266752779483795},{"word":"making","start":15.715,"end":16.035,"confidence":1.0,"punctuated_word":"making","sentiment":"neutral","sentiment_score":0.1355772763490677},{"word":"a","start":16.035,"end":16.195,"confidence":0.99902344,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.18152964115142825},{"word":"follow-up","start":16.195,"end":16.695,"confidence":1.0,"punctuated_word":"follow-up","sentiment":"neutral","sentiment_score":0.2510715425014496},{"word":"in","start":16.915,"end":17.155,"confidence":0.9980469,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.2020198553800583},{"word":"regards","start":17.155,"end":17.555,"confidence":0.9921875,"punctuated_word":"regards","sentiment":"neutral","sentiment_score":0.192396342754364},{"word":"to","start":17.555,"end":17.795,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.2333271950483322},{"word":"your","start":17.795,"end":18.295,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.21614010632038116},{"word":"may","start":18.595,"end":18.994999,"confidence":0.9707031,"punctuated_word":"May","sentiment":"neutral","sentiment_score":0.31135228276252747},{"word":"invoice","start":18.994999,"end":19.494999,"confidence":0.99902344,"punctuated_word":"invoice","sentiment":"neutral","sentiment_score":0.30937477946281433},{"word":"for","start":19.715,"end":19.875,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.2037317007780075},{"word":"your","start":19.875,"end":20.115,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.2088188529014587},{"word":"internet","start":20.115,"end":20.615,"confidence":0.96875,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":0.2670519948005676},{"word":"service","start":20.675,"end":21.175,"confidence":0.99853516,"punctuated_word":"service.","sentiment":"neutral","sentiment_score":0.19786337018013},{"word":"it","start":21.715,"end":21.875,"confidence":1.0,"punctuated_word":"It","sentiment":"neutral","sentiment_score":0.14565549790859222},{"word":"was","start":21.875,"end":22.195,"confidence":1.0,"punctuated_word":"was","sentiment":"neutral","sentiment_score":0.11657895147800446},{"word":"due","start":22.195,"end":22.515,"confidence":1.0,"punctuated_word":"due","sentiment":"neutral","sentiment_score":0.22743509709835052},{"word":"yesterday","start":22.515,"end":23.015,"confidence":1.0,"punctuated_word":"yesterday.","sentiment":"neutral","sentiment_score":0.14913460612297058},{"word":"could","start":23.715,"end":24.035,"confidence":1.0,"punctuated_word":"Could","sentiment":"neutral","sentiment_score":0.11460621654987337},{"word":"you","start":24.035,"end":24.275,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.10488609224557877},{"word":"kindly","start":24.275,"end":24.755001,"confidence":1.0,"punctuated_word":"kindly","sentiment":"neutral","sentiment_score":0.1318970024585724},{"word":"process","start":24.755001,"end":25.154999,"confidence":1.0,"punctuated_word":"process","sentiment":"neutral","sentiment_score":0.14028620719909668},{"word":"the","start":25.154999,"end":25.395,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.1150849461555481},{"word":"payment","start":25.395,"end":25.795,"confidence":0.83032227,"punctuated_word":"payment,","sentiment":"neutral","sentiment_score":0.13332614302635193},{"word":"or","start":25.795,"end":26.035,"confidence":1.0,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.12244129180908205},{"word":"would","start":26.035,"end":26.195,"confidence":1.0,"punctuated_word":"would","sentiment":"neutral","sentiment_score":0.12294938415288924},{"word":"you","start":26.195,"end":26.355,"confidence":0.9980469,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.14846624433994293},{"word":"like","start":26.355,"end":26.515,"confidence":1.0,"punctuated_word":"like","sentiment":"neutral","sentiment_score":0.13138771057128906},{"word":"me","start":26.515,"end":26.675,"confidence":0.99902344,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.2365720123052597},{"word":"to","start":26.675,"end":26.835,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.1809169501066208},{"word":"help","start":26.835,"end":27.075,"confidence":1.0,"punctuated_word":"help","sentiment":"neutral","sentiment_score":0.20224621891975403},{"word":"you","start":27.075,"end":27.235,"confidence":0.99316406,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.14657431840896606},{"word":"process","start":27.235,"end":27.634998,"confidence":1.0,"punctuated_word":"process","sentiment":"neutral","sentiment_score":0.14314942061901093},{"word":"the","start":27.634998,"end":27.795,"confidence":0.99902344,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.1529441475868225},{"word":"payment","start":27.795,"end":28.195,"confidence":1.0,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":0.14262928068637848},{"word":"over","start":28.195,"end":28.435,"confidence":1.0,"punctuated_word":"over","sentiment":"neutral","sentiment_score":0.19416764378547668},{"word":"the","start":28.435,"end":28.595,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.15570983290672302},{"word":"phone","start":28.595,"end":29.095,"confidence":0.99902344,"punctuated_word":"phone?","sentiment":"neutral","sentiment_score":0.1162683442234993},{"word":"it's","start":29.32,"end":29.56,"confidence":1.0,"punctuated_word":"It's","sentiment":"neutral","sentiment_score":0.022647961974143985},{"word":"only","start":29.56,"end":29.88,"confidence":1.0,"punctuated_word":"only","sentiment":"neutral","sentiment_score":0.004811331629753113},{"word":"$69.95","start":29.88,"end":31.96,"confidence":0.9979248,"punctuated_word":"$69.95","sentiment":"neutral","sentiment_score":0.0166018083691597},{"word":"for","start":31.96,"end":32.2,"confidence":0.99902344,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.04383833333849907},{"word":"your","start":32.2,"end":32.52,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.04641082137823105},{"word":"internet","start":32.52,"end":33.0,"confidence":0.9838867,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":0.04981657862663269},{"word":"payment","start":33.0,"end":33.5,"confidence":1.0,"punctuated_word":"payment.","sentiment":"neutral","sentiment_score":0.005555834621191025},{"word":"oh","start":44.145,"end":44.465,"confidence":0.9926758,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":-0.06767264753580093},{"word":"okay","start":44.465,"end":44.965,"confidence":0.9995117,"punctuated_word":"okay.","sentiment":"neutral","sentiment_score":-0.015209928154945374},{"word":"this","start":45.344997,"end":45.585,"confidence":0.63134766,"punctuated_word":"This","sentiment":"neutral","sentiment_score":-0.02846892923116684},{"word":"is","start":45.585,"end":45.985,"confidence":1.0,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.0010539516806602478},{"word":"airtel","start":45.985,"end":46.485,"confidence":0.99316406,"punctuated_word":"Airtel,","sentiment":"neutral","sentiment_score":-0.003091733902692795},{"word":"your","start":47.105,"end":47.585,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.022608119994401932},{"word":"internet","start":47.585,"end":48.085,"confidence":0.9580078,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.040776584297418594},{"word":"service","start":48.145,"end":48.645,"confidence":0.9980469,"punctuated_word":"service","sentiment":"neutral","sentiment_score":-0.009893327951431274},{"word":"provider","start":48.785,"end":49.285,"confidence":0.99853516,"punctuated_word":"provider.","sentiment":"neutral","sentiment_score":-0.011285627260804176},{"word":"i'm","start":50.385,"end":50.704998,"confidence":0.9980469,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.001779988408088684},{"word":"calling","start":50.704998,"end":51.105,"confidence":1.0,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":-0.008561551570892334},{"word":"you","start":51.105,"end":51.344997,"confidence":0.99902344,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.017562899738550186},{"word":"about","start":51.344997,"end":51.665,"confidence":1.0,"punctuated_word":"about","sentiment":"neutral","sentiment_score":-0.031744204461574554},{"word":"your","start":51.665,"end":51.985,"confidence":0.97265625,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.03565218299627304},{"word":"payment","start":51.985,"end":52.485,"confidence":1.0,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":-0.04097120836377144},{"word":"is","start":52.864998,"end":53.105,"confidence":0.73583984,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.04155418276786804},{"word":"not","start":53.105,"end":53.504997,"confidence":1.0,"punctuated_word":"not","sentiment":"neutral","sentiment_score":-0.02125188708305359},{"word":"yet","start":53.504997,"end":53.824997,"confidence":1.0,"punctuated_word":"yet","sentiment":"neutral","sentiment_score":-0.05130236968398094},{"word":"paid","start":53.824997,"end":54.324997,"confidence":0.7393799,"punctuated_word":"paid,","sentiment":"neutral","sentiment_score":-0.0505925789475441},{"word":"your","start":54.385,"end":54.785,"confidence":0.99902344,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.01880042627453804},{"word":"may","start":54.785,"end":55.265,"confidence":0.9951172,"punctuated_word":"May","sentiment":"neutral","sentiment_score":-0.002794913947582245},{"word":"invoice","start":55.265,"end":55.765,"confidence":0.9970703,"punctuated_word":"invoice.","sentiment":"neutral","sentiment_score":-0.009298935532569884},{"word":"it's","start":56.370003,"end":56.530003,"confidence":1.0,"punctuated_word":"It's","sentiment":"neutral","sentiment_score":0.006653103046119213},{"word":"only","start":56.530003,"end":57.010002,"confidence":1.0,"punctuated_word":"only","sentiment":"neutral","sentiment_score":-0.008635178208351135},{"word":"$69.95","start":57.010002,"end":59.59,"confidence":0.9984131,"punctuated_word":"$69.95.","sentiment":"neutral","sentiment_score":-0.008045251481235027},{"word":"yeah","start":63.33,"end":63.73,"confidence":0.9802246,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.05026046559214592},{"word":"could","start":63.73,"end":63.97,"confidence":1.0,"punctuated_word":"Could","sentiment":"neutral","sentiment_score":0.04018190875649452},{"word":"you","start":63.97,"end":64.21,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.03884093463420868},{"word":"kindly","start":64.21,"end":64.69,"confidence":1.0,"punctuated_word":"kindly","sentiment":"neutral","sentiment_score":0.0492495521903038},{"word":"process","start":64.69,"end":65.17,"confidence":1.0,"punctuated_word":"process","sentiment":"neutral","sentiment_score":0.05038334056735039},{"word":"the","start":65.17,"end":65.41,"confidence":0.9970703,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.05309564620256424},{"word":"payment","start":65.41,"end":65.81,"confidence":0.9951172,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":0.0532463937997818},{"word":"through","start":65.81,"end":66.05,"confidence":1.0,"punctuated_word":"through","sentiment":"neutral","sentiment_score":0.037028126418590546},{"word":"the","start":66.05,"end":66.21,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.053537338972091675},{"word":"customer","start":66.21,"end":66.71,"confidence":1.0,"punctuated_word":"customer","sentiment":"neutral","sentiment_score":0.04746198281645775},{"word":"portal","start":66.770004,"end":67.270004,"confidence":0.98706055,"punctuated_word":"portal?","sentiment":"neutral","sentiment_score":0.03213093429803848},{"word":"you","start":67.33,"end":67.49,"confidence":1.0,"punctuated_word":"You","sentiment":"neutral","sentiment_score":-0.007303955033421516},{"word":"have","start":67.49,"end":67.73,"confidence":0.99902344,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.010048052296042442},{"word":"an","start":67.73,"end":67.97,"confidence":0.99609375,"punctuated_word":"an","sentiment":"neutral","sentiment_score":-0.0026704128831624985},{"word":"access","start":67.97,"end":68.45,"confidence":0.99316406,"punctuated_word":"access.","sentiment":"neutral","sentiment_score":-0.012345190159976482},{"word":"right","start":68.45,"end":68.95,"confidence":0.9995117,"punctuated_word":"Right?","sentiment":"neutral","sentiment_score":-0.025507986545562744},{"word":"i'm","start":78.365,"end":78.525,"confidence":0.95336914,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.10922087728977203},{"word":"sorry","start":78.525,"end":79.025,"confidence":0.81347656,"punctuated_word":"sorry?","sentiment":"neutral","sentiment_score":-0.09331962466239928},{"word":"okay","start":84.11,"end":84.61,"confidence":0.8942871,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.021690109744668007},{"word":"just","start":84.91,"end":85.31,"confidence":0.9980469,"punctuated_word":"Just","sentiment":"neutral","sentiment_score":-0.04302860423922539},{"word":"check","start":85.31,"end":85.63,"confidence":1.0,"punctuated_word":"check","sentiment":"neutral","sentiment_score":-0.026522111147642136},{"word":"your","start":85.63,"end":85.87,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.028615541756153107},{"word":"email","start":85.87,"end":86.35,"confidence":1.0,"punctuated_word":"email","sentiment":"neutral","sentiment_score":-0.012246761471033096},{"word":"and","start":86.35,"end":86.67,"confidence":0.8720703,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.008865173906087875},{"word":"kindly","start":86.67,"end":87.07,"confidence":0.9941406,"punctuated_word":"kindly","sentiment":"neutral","sentiment_score":0.00804688036441803},{"word":"see","start":87.07,"end":87.57,"confidence":1.0,"punctuated_word":"see","sentiment":"neutral","sentiment_score":-0.01505228504538536},{"word":"your","start":88.03,"end":88.35,"confidence":0.87060547,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.02323209121823311},{"word":"invoice","start":88.35,"end":88.85,"confidence":1.0,"punctuated_word":"invoice","sentiment":"neutral","sentiment_score":-0.013440825045108795},{"word":"and","start":88.91,"end":89.07,"confidence":0.95410156,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.00039939582347869873},{"word":"process","start":89.07,"end":89.39,"confidence":0.99902344,"punctuated_word":"process","sentiment":"neutral","sentiment_score":-0.025098539888858795},{"word":"the","start":89.39,"end":89.63,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.020248498767614365},{"word":"payment","start":89.63,"end":90.03,"confidence":0.9980469,"punctuated_word":"payment.","sentiment":"neutral","sentiment_score":-0.04043789207935333},{"word":"okay","start":90.03,"end":90.53,"confidence":0.99902344,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":-0.02902982756495476},{"word":"payment","start":91.95,"end":92.45,"confidence":1.0,"punctuated_word":"Payment","sentiment":"neutral","sentiment_score":-0.07497575879096985},{"word":"for","start":92.75,"end":92.99,"confidence":0.9970703,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.06299435347318649},{"word":"internet","start":92.99,"end":93.49,"confidence":0.9772949,"punctuated_word":"Internet.","sentiment":"neutral","sentiment_score":-0.07873585820198059},{"word":"hello","start":97.71,"end":98.21,"confidence":0.99853516,"punctuated_word":"Hello?","sentiment":"neutral","sentiment_score":-0.10424958169460297},{"word":"yeah","start":101.185,"end":101.585,"confidence":0.9941406,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.1521432101726532},{"word":"no","start":101.585,"end":101.825,"confidence":0.9980469,"punctuated_word":"No","sentiment":"negative","sentiment_score":-0.3439658284187317},{"word":"no","start":101.825,"end":102.065,"confidence":0.8491211,"punctuated_word":"no","sentiment":"neutral","sentiment_score":-0.2983812093734741},{"word":"english","start":102.065,"end":102.565,"confidence":0.8354492,"punctuated_word":"English?","sentiment":"neutral","sentiment_score":-0.2771167457103729},{"word":"chinese","start":102.785,"end":103.285,"confidence":0.99658203,"punctuated_word":"Chinese?","sentiment":"neutral","sentiment_score":-0.2462216317653656},{"word":"chinese","start":106.305,"end":106.805,"confidence":0.75683594,"punctuated_word":"Chinese?","sentiment":"neutral","sentiment_score":-0.1117689311504364},{"word":"okay","start":108.385,"end":108.865,"confidence":0.99902344,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.05440060794353485},{"word":"just","start":108.865,"end":109.104996,"confidence":1.0,"punctuated_word":"Just","sentiment":"neutral","sentiment_score":-0.043781064450740814},{"word":"one","start":109.104996,"end":109.345,"confidence":1.0,"punctuated_word":"one","sentiment":"neutral","sentiment_score":-0.05117420852184296},{"word":"moment","start":109.345,"end":109.845,"confidence":1.0,"punctuated_word":"moment.","sentiment":"neutral","sentiment_score":-0.04605907201766968},{"word":"just","start":110.305,"end":110.625,"confidence":0.99902344,"punctuated_word":"Just","sentiment":"neutral","sentiment_score":-0.07036846876144409},{"word":"give","start":110.625,"end":110.785,"confidence":0.99902344,"punctuated_word":"give","sentiment":"neutral","sentiment_score":-0.056717753410339355},{"word":"me","start":110.785,"end":111.025,"confidence":1.0,"punctuated_word":"me","sentiment":"neutral","sentiment_score":-0.057743653655052185},{"word":"one","start":111.025,"end":111.185,"confidence":1.0,"punctuated_word":"one","sentiment":"neutral","sentiment_score":-0.054572682827711105},{"word":"moment","start":111.185,"end":111.585,"confidence":0.9995117,"punctuated_word":"moment.","sentiment":"neutral","sentiment_score":-0.05476125329732895},{"word":"okay","start":111.585,"end":112.085,"confidence":0.9980469,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":-0.09259989112615584},{"word":"don't","start":113.850006,"end":114.25,"confidence":0.8852539,"punctuated_word":"Don't","sentiment":"neutral","sentiment_score":-0.2212536334991455},{"word":"have","start":114.25,"end":114.57,"confidence":0.7836914,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.17082403600215912},{"word":"the","start":114.57,"end":114.89,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.18115487694740295},{"word":"phone","start":114.89,"end":115.39,"confidence":0.9980469,"punctuated_word":"phone.","sentiment":"neutral","sentiment_score":-0.2262991964817047},{"word":"okay","start":138.095,"end":138.575,"confidence":0.7546387,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.08450275659561157},{"word":"the","start":138.575,"end":138.815,"confidence":0.3413086,"punctuated_word":"The","sentiment":"neutral","sentiment_score":-0.06594410538673401},{"word":"search","start":138.815,"end":139.055,"confidence":0.7988281,"punctuated_word":"search","sentiment":"neutral","sentiment_score":-0.05432524532079697},{"word":"in","start":139.055,"end":139.39194,"confidence":0.3154297,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.04776141792535782}],"paragraphs":{"transcript":"\nHi. Good afternoon. This is Ertel. Am I speaking to mister Zinsu? Hi.\n\nHow are you today? Thank you for taking my call. I'm just making a follow-up in regards to your May invoice for your Internet service. It was due yesterday. Could you kindly process the payment, or would you like me to help you process the payment over the phone?\n\nIt's only $69.95 for your Internet payment. Oh, okay. This is Airtel, your Internet service provider. I'm calling you about your payment is not yet paid, your May invoice. It's only $69.95.\n\nYeah. Could you kindly process the payment through the customer portal? You have an access. Right? I'm sorry?\n\nOkay. Just check your email and kindly see your invoice and process the payment. Okay? Payment for Internet. Hello?\n\nYeah. No no English? Chinese? Chinese? Okay.\n\nJust one moment. Just give me one moment. Okay? Don't have the phone. Okay.\n\nThe search in","paragraphs":[{"sentences":[{"text":"Hi.","start":3.4399998,"end":3.84,"sentiment":"neutral","sentiment_score":0.051431864500045776},{"text":"Good afternoon.","start":3.84,"end":4.58,"sentiment":"neutral","sentiment_score":0.27469636499881744},{"text":"This is Ertel.","start":4.88,"end":6.02,"sentiment":"neutral","sentiment_score":0.2319116642077764},{"text":"Am I speaking to mister Zinsu?","start":6.72,"end":8.66,"sentiment":"neutral","sentiment_score":0.12858969842394194},{"text":"Hi.","start":11.36,"end":11.86,"sentiment":"neutral","sentiment_score":0.2482743263244629}],"sentiment":"neutral","sentiment_score":0.17818246953762495,"num_words":13,"start":3.4399998,"end":11.86},{"sentences":[{"text":"How are you today?","start":11.92,"end":12.799999,"sentiment":"neutral","sentiment_score":0.31725596636533737},{"text":"Thank you for taking my call.","start":12.799999,"end":14.66,"sentiment":"positive","sentiment_score":0.6052306989828745},{"text":"I'm just making a follow-up in regards to your May invoice for your Internet service.","start":15.395,"end":21.175,"sentiment":"neutral","sentiment_score":0.21843541363875071},{"text":"It was due yesterday.","start":21.715,"end":23.015,"sentiment":"neutral","sentiment_score":0.15970103815197945},{"text":"Could you kindly process the payment, or would you like me to help you process the payment over the phone?","start":23.715,"end":29.095,"sentiment":"neutral","sentiment_score":0.1468254704028368}],"sentiment":"neutral","sentiment_score":0.2398418943796839,"num_words":49,"start":11.92,"end":29.095},{"sentences":[{"text":"It's only $69.95 for your Internet payment.","start":29.32,"end":33.5,"sentiment":"neutral","sentiment_score":0.027097524276801517},{"text":"Oh, okay.","start":44.145,"end":44.965,"sentiment":"neutral","sentiment_score":-0.041441287845373154},{"text":"This is Airtel, your Internet service provider.","start":45.344997,"end":49.285,"sentiment":"neutral","sentiment_score":-0.01643862442246505},{"text":"I'm calling you about your payment is not yet paid, your May invoice.","start":50.385,"end":55.765,"sentiment":"neutral","sentiment_score":-0.025528256136637468},{"text":"It's only $69.95.","start":56.370003,"end":59.59,"sentiment":"neutral","sentiment_score":-0.003342442214488983}],"sentiment":"neutral","sentiment_score":-0.010942654160317034,"num_words":32,"start":29.32,"end":59.59},{"sentences":[{"text":"Yeah.","start":63.33,"end":63.73,"sentiment":"neutral","sentiment_score":0.05026046559214592},{"text":"Could you kindly process the payment through the customer portal?","start":63.73,"end":67.270004,"sentiment":"neutral","sentiment_score":0.04551561586558819},{"text":"You have an access.","start":67.33,"end":68.45,"sentiment":"neutral","sentiment_score":-0.0030678764451295137},{"text":"Right?","start":68.45,"end":68.95,"sentiment":"neutral","sentiment_score":-0.025507986545562744},{"text":"I'm sorry?","start":78.365,"end":79.025,"sentiment":"neutral","sentiment_score":-0.10127025097608566}],"sentiment":"neutral","sentiment_score":0.014727590553876426,"num_words":18,"start":63.33,"end":79.025},{"sentences":[{"text":"Okay.","start":84.11,"end":84.61,"sentiment":"neutral","sentiment_score":-0.021690109744668007},{"text":"Just check your email and kindly see your invoice and process the payment.","start":84.91,"end":90.03,"sentiment":"neutral","sentiment_score":-0.019164680001827385},{"text":"Okay?","start":90.03,"end":90.53,"sentiment":"neutral","sentiment_score":-0.02902982756495476},{"text":"Payment for Internet.","start":91.95,"end":93.49,"sentiment":"neutral","sentiment_score":-0.07223532348871231},{"text":"Hello?","start":97.71,"end":98.21,"sentiment":"neutral","sentiment_score":-0.10424958169460297}],"sentiment":"neutral","sentiment_score":-0.032674543657585195,"num_words":19,"start":84.11,"end":98.21},{"sentences":[{"text":"Yeah.","start":101.185,"end":101.585,"sentiment":"neutral","sentiment_score":-0.1521432101726532},{"text":"No no English?","start":101.585,"end":102.565,"sentiment":"neutral","sentiment_score":-0.30648792783419293},{"text":"Chinese?","start":102.785,"end":103.285,"sentiment":"neutral","sentiment_score":-0.2462216317653656},{"text":"Chinese?","start":106.305,"end":106.805,"sentiment":"neutral","sentiment_score":-0.1117689311504364},{"text":"Okay.","start":108.385,"end":108.865,"sentiment":"neutral","sentiment_score":-0.05440060794353485}],"sentiment":"neutral","sentiment_score":-0.21199973779065268,"num_words":7,"start":101.185,"end":108.865},{"sentences":[{"text":"Just one moment.","start":108.865,"end":109.845,"sentiment":"neutral","sentiment_score":-0.047004781663417816},{"text":"Just give me one moment.","start":110.305,"end":111.585,"sentiment":"neutral","sentiment_score":-0.05883276239037514},{"text":"Okay?","start":111.585,"end":112.085,"sentiment":"neutral","sentiment_score":-0.09259989112615584},{"text":"Don't have the phone.","start":113.850006,"end":115.39,"sentiment":"neutral","sentiment_score":-0.19988293573260307},{"text":"Okay.","start":138.095,"end":138.575,"sentiment":"neutral","sentiment_score":-0.08450275659561157}],"sentiment":"neutral","sentiment_score":-0.10084375339959349,"num_words":14,"start":108.865,"end":138.575},{"sentences":[{"text":"The search in","start":138.575,"end":139.39194,"sentiment":"neutral","sentiment_score":-0.05601025621096293}],"sentiment":"neutral","sentiment_score":-0.05601025621096293,"num_words":3,"start":138.575,"end":139.39194}]}}]},{"alternatives":[{"transcript":"Wait. Hello? Yeah. Sorry. I I can't talk too much. No. Excuse me. Yep. I can't give you the math answer. Do you know? I I I read it in okay. I don't know. I can't. Yep. I'm Chinese. Yes.","confidence":0.7775879,"words":[{"word":"wait","start":1.4399999,"end":1.9399999,"confidence":0.7817383,"punctuated_word":"Wait.","sentiment":"neutral","sentiment_score":0.013850359246134758},{"word":"hello","start":3.76,"end":4.26,"confidence":0.81469727,"punctuated_word":"Hello?","sentiment":"neutral","sentiment_score":0.059660617262125015},{"word":"yeah","start":9.84,"end":10.34,"confidence":0.7141113,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.15815985202789307},{"word":"sorry","start":39.129997,"end":39.53,"confidence":0.75634766,"punctuated_word":"Sorry.","sentiment":"neutral","sentiment_score":-0.2238161265850067},{"word":"i","start":39.53,"end":40.03,"confidence":0.9614258,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.31950274109840393},{"word":"i","start":40.635002,"end":40.795002,"confidence":0.9970703,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.3438940644264221},{"word":"can't","start":40.795002,"end":41.195,"confidence":0.9921875,"punctuated_word":"can't","sentiment":"negative","sentiment_score":-0.3747647702693939},{"word":"talk","start":41.195,"end":41.595,"confidence":0.9970703,"punctuated_word":"talk","sentiment":"negative","sentiment_score":-0.42722439765930176},{"word":"too","start":41.595,"end":41.755,"confidence":0.7163086,"punctuated_word":"too","sentiment":"negative","sentiment_score":-0.3595132827758789},{"word":"much","start":41.755,"end":42.075,"confidence":0.8095703,"punctuated_word":"much.","sentiment":"negative","sentiment_score":-0.3481910824775696},{"word":"no","start":42.075,"end":42.475,"confidence":0.57006836,"punctuated_word":"No.","sentiment":"neutral","sentiment_score":-0.22818277776241305},{"word":"excuse","start":42.475,"end":42.875,"confidence":0.6209717,"punctuated_word":"Excuse","sentiment":"neutral","sentiment_score":-0.2435593456029892},{"word":"me","start":42.875,"end":43.375,"confidence":0.9921875,"punctuated_word":"me.","sentiment":"neutral","sentiment_score":-0.1755842566490173},{"word":"yep","start":61.809998,"end":62.309998,"confidence":0.7883301,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.051380496472120285},{"word":"i","start":70.325005,"end":70.485,"confidence":0.9111328,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.2729831635951996},{"word":"can't","start":70.485,"end":70.725006,"confidence":0.97631836,"punctuated_word":"can't","sentiment":"neutral","sentiment_score":-0.2707028388977051},{"word":"give","start":70.725006,"end":70.885,"confidence":0.9326172,"punctuated_word":"give","sentiment":"neutral","sentiment_score":-0.2754821479320526},{"word":"you","start":70.885,"end":71.205,"confidence":0.9970703,"punctuated_word":"you","sentiment":"negative","sentiment_score":-0.3391878008842468},{"word":"the","start":71.205,"end":71.285,"confidence":0.9614258,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.29564955830574036},{"word":"math","start":71.285,"end":71.605,"confidence":0.43164062,"punctuated_word":"math","sentiment":"negative","sentiment_score":-0.33629512786865234},{"word":"answer","start":71.605,"end":71.925,"confidence":0.767334,"punctuated_word":"answer.","sentiment":"neutral","sentiment_score":-0.2694563567638397},{"word":"do","start":71.925,"end":72.005005,"confidence":0.6020508,"punctuated_word":"Do","sentiment":"neutral","sentiment_score":-0.11395052075386047},{"word":"you","start":72.005005,"end":72.085,"confidence":0.9970703,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.09882903844118118},{"word":"know","start":72.085,"end":72.585,"confidence":0.9802246,"punctuated_word":"know?","sentiment":"neutral","sentiment_score":-0.10301107168197632},{"word":"i","start":74.165,"end":74.485,"confidence":0.43603516,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.13185471296310425},{"word":"i","start":74.485,"end":74.645004,"confidence":0.9194336,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.12120642513036728},{"word":"i","start":74.645004,"end":74.725006,"confidence":0.41479492,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.101918987929821},{"word":"read","start":74.725006,"end":75.045006,"confidence":0.18615723,"punctuated_word":"read","sentiment":"neutral","sentiment_score":-0.13147184252738953},{"word":"it","start":75.045006,"end":75.125,"confidence":0.28881836,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.09175924956798552},{"word":"in","start":75.125,"end":75.525,"confidence":0.44726562,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.08932709693908691},{"word":"okay","start":78.085,"end":78.585,"confidence":0.82006836,"punctuated_word":"okay.","sentiment":"neutral","sentiment_score":-0.0752466470003128},{"word":"i","start":97.555,"end":97.715,"confidence":0.7495117,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.08196476101875305},{"word":"don't","start":97.715,"end":98.034996,"confidence":0.7775879,"punctuated_word":"don't","sentiment":"neutral","sentiment_score":-0.19689247012138367},{"word":"know","start":98.034996,"end":98.354996,"confidence":0.82055664,"punctuated_word":"know.","sentiment":"neutral","sentiment_score":-0.2142556607723236},{"word":"i","start":98.354996,"end":98.595,"confidence":0.8100586,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.3146480321884155},{"word":"can't","start":98.595,"end":99.095,"confidence":0.6936849,"punctuated_word":"can't.","sentiment":"neutral","sentiment_score":-0.24007271230220795},{"word":"yep","start":99.875,"end":100.375,"confidence":0.6951904,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":-0.09629426896572112},{"word":"i'm","start":104.354996,"end":104.854996,"confidence":0.59155273,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.1660635769367218},{"word":"chinese","start":104.91499,"end":105.41499,"confidence":0.69506836,"punctuated_word":"Chinese.","sentiment":"neutral","sentiment_score":-0.14393767714500427},{"word":"yes","start":108.515,"end":109.015,"confidence":0.69970703,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":-0.03126758337020874}],"paragraphs":{"transcript":"\nWait. Hello? Yeah. Sorry. I I can't talk too much.\n\nNo. Excuse me. Yep. I can't give you the math answer. Do you know?\n\nI I I read it in okay. I don't know. I can't. Yep. I'm Chinese.\n\nYes.","paragraphs":[{"sentences":[{"text":"Wait.","start":1.4399999,"end":1.9399999,"sentiment":"neutral","sentiment_score":0.013850359246134758},{"text":"Hello?","start":3.76,"end":4.26,"sentiment":"neutral","sentiment_score":0.059660617262125015},{"text":"Yeah.","start":9.84,"end":10.34,"sentiment":"neutral","sentiment_score":0.15815985202789307},{"text":"Sorry.","start":39.129997,"end":39.53,"sentiment":"neutral","sentiment_score":-0.2238161265850067},{"text":"I I can't talk too much.","start":39.53,"end":42.075,"sentiment":"negative","sentiment_score":-0.36218172311782837}],"sentiment":"neutral","sentiment_score":-0.2165235636755824,"num_words":10,"start":1.4399999,"end":42.075},{"sentences":[{"text":"No.","start":42.075,"end":42.475,"sentiment":"neutral","sentiment_score":-0.22818277776241305},{"text":"Excuse me.","start":42.475,"end":43.375,"sentiment":"neutral","sentiment_score":-0.20957180112600327},{"text":"Yep.","start":61.809998,"end":62.309998,"sentiment":"neutral","sentiment_score":0.051380496472120285},{"text":"I can't give you the math answer.","start":70.325005,"end":71.925,"sentiment":"neutral","sentiment_score":-0.29425099917820524},{"text":"Do you know?","start":71.925,"end":72.585,"sentiment":"neutral","sentiment_score":-0.10526354362567265}],"sentiment":"neutral","sentiment_score":-0.21224953633333957,"num_words":14,"start":42.075,"end":72.585},{"sentences":[{"text":"I I I read it in okay.","start":74.165,"end":78.585,"sentiment":"neutral","sentiment_score":-0.10611213743686676},{"text":"I don't know.","start":97.555,"end":98.354996,"sentiment":"neutral","sentiment_score":-0.1643709639708201},{"text":"I can't.","start":98.354996,"end":99.095,"sentiment":"neutral","sentiment_score":-0.27736037224531174},{"text":"Yep.","start":99.875,"end":100.375,"sentiment":"neutral","sentiment_score":-0.09629426896572112},{"text":"I'm Chinese.","start":104.354996,"end":105.41499,"sentiment":"neutral","sentiment_score":-0.15500062704086304}],"sentiment":"neutral","sentiment_score":-0.14646094143390656,"num_words":15,"start":74.165,"end":105.41499},{"sentences":[{"text":"Yes.","start":108.515,"end":109.015,"sentiment":"neutral","sentiment_score":-0.03126758337020874}],"sentiment":"neutral","sentiment_score":-0.03126758337020874,"num_words":1,"start":108.515,"end":109.015}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Wait.\n\nChannel 0: Hi.\n\nChannel 1: Hello?\n\nChannel 0: Good afternoon. This is Ertel. Am I speaking to mister Zinsu?\n\nChannel 1: Yeah.\n\nChannel 0: Hi. How are you today? Thank you for taking my call. I'm just making a follow-up in regards to your May invoice for your Internet service. It was due yesterday.\n\nCould you kindly process the payment, or would you like me to help you process the payment over the phone? It's only $69.95 for your Internet payment.\n\nChannel 1: Sorry. I I can't talk too much. No. Excuse me.\n\nChannel 0: Oh, okay. This is Airtel, your Internet service provider. I'm calling you about your payment is not yet paid, your May invoice. It's only $69.95.\n\nChannel 1: Yep.\n\nChannel 0: Yeah. Could you kindly process the payment through the customer portal? You have an access. Right?\n\nChannel 1: I can't give you the math answer. Do you know? I I I read it in okay.\n\nChannel 0: I'm sorry? Okay. Just check your email and kindly see your invoice and process the payment. Okay? Payment for Internet.\n\nChannel 1: I\n\nChannel 0: Hello?\n\nChannel 1: don't know. I can't. Yep.\n\nChannel 0: Yeah. No no English? Chinese?\n\nChannel 1: I'm Chinese.\n\nChannel 0: Chinese? Okay.\n\nChannel 1: Yes.\n\nChannel 0: Just one moment. Just give me one moment. Okay? Don't have the phone. Okay.\n\nThe search in","paragraphs":[{"sentences":[{"text":"Wait.","start":1.4399999,"end":1.9399999,"sentiment":"neutral","sentiment_score":0.013850359246134758}],"sentiment":"neutral","sentiment_score":0.013850359246134758,"channel":1,"num_words":1,"start":1.4399999,"end":1.9399999},{"sentences":[{"text":"Hi.","start":3.4399998,"end":3.84,"sentiment":"neutral","sentiment_score":0.051431864500045776}],"sentiment":"neutral","sentiment_score":0.051431864500045776,"channel":0,"num_words":1,"start":3.4399998,"end":3.84},{"sentences":[{"text":"Hello?","start":3.76,"end":4.26,"sentiment":"neutral","sentiment_score":0.059660617262125015}],"sentiment":"neutral","sentiment_score":0.059660617262125015,"channel":1,"num_words":1,"start":3.76,"end":4.26},{"sentences":[{"text":"Good afternoon.","start":3.84,"end":4.58,"sentiment":"neutral","sentiment_score":0.27469636499881744},{"text":"This is Ertel.","start":4.88,"end":6.02,"sentiment":"neutral","sentiment_score":0.2319116642077764},{"text":"Am I speaking to mister Zinsu?","start":6.72,"end":8.66,"sentiment":"neutral","sentiment_score":0.12858969842394194}],"sentiment":"neutral","sentiment_score":0.18333326483314688,"channel":0,"num_words":11,"start":3.84,"end":8.66},{"sentences":[{"text":"Yeah.","start":9.84,"end":10.34,"sentiment":"neutral","sentiment_score":0.15815985202789307}],"sentiment":"neutral","sentiment_score":0.15815985202789307,"channel":1,"num_words":1,"start":9.84,"end":10.34},{"sentences":[{"text":"Hi.","start":11.36,"end":11.86,"sentiment":"neutral","sentiment_score":0.2482743263244629},{"text":"How are you today?","start":11.92,"end":12.799999,"sentiment":"neutral","sentiment_score":0.31725596636533737},{"text":"Thank you for taking my call.","start":12.799999,"end":14.66,"sentiment":"positive","sentiment_score":0.6052306989828745},{"text":"I'm just making a follow-up in regards to your May invoice for your Internet service.","start":15.395,"end":21.175,"sentiment":"neutral","sentiment_score":0.21843541363875071},{"text":"It was due yesterday.","start":21.715,"end":23.015,"sentiment":"neutral","sentiment_score":0.15970103815197945}],"sentiment":"neutral","sentiment_score":0.3021339247624079,"channel":0,"num_words":30,"start":11.36,"end":23.015},{"sentences":[{"text":"Could you kindly process the payment, or would you like me to help you process the payment over the phone?","start":23.715,"end":29.095,"sentiment":"neutral","sentiment_score":0.1468254704028368},{"text":"It's only $69.95 for your Internet payment.","start":29.32,"end":33.5,"sentiment":"neutral","sentiment_score":0.027097524276801517}],"sentiment":"neutral","sentiment_score":0.1157848917775684,"channel":0,"num_words":27,"start":23.715,"end":33.5},{"sentences":[{"text":"Sorry.","start":39.129997,"end":39.53,"sentiment":"neutral","sentiment_score":-0.2238161265850067},{"text":"I I can't talk too much.","start":39.53,"end":42.075,"sentiment":"negative","sentiment_score":-0.36218172311782837},{"text":"No.","start":42.075,"end":42.475,"sentiment":"neutral","sentiment_score":-0.22818277776241305},{"text":"Excuse me.","start":42.475,"end":43.375,"sentiment":"neutral","sentiment_score":-0.20957180112600327}],"sentiment":"neutral","sentiment_score":-0.30442328453063966,"channel":1,"num_words":10,"start":39.129997,"end":43.375},{"sentences":[{"text":"Oh, okay.","start":44.145,"end":44.965,"sentiment":"neutral","sentiment_score":-0.041441287845373154},{"text":"This is Airtel, your Internet service provider.","start":45.344997,"end":49.285,"sentiment":"neutral","sentiment_score":-0.01643862442246505},{"text":"I'm calling you about your payment is not yet paid, your May invoice.","start":50.385,"end":55.765,"sentiment":"neutral","sentiment_score":-0.025528256136637468},{"text":"It's only $69.95.","start":56.370003,"end":59.59,"sentiment":"neutral","sentiment_score":-0.003342442214488983}],"sentiment":"neutral","sentiment_score":-0.021593904122710228,"channel":0,"num_words":25,"start":44.145,"end":59.59},{"sentences":[{"text":"Yep.","start":61.809998,"end":62.309998,"sentiment":"neutral","sentiment_score":0.051380496472120285}],"sentiment":"neutral","sentiment_score":0.051380496472120285,"channel":1,"num_words":1,"start":61.809998,"end":62.309998},{"sentences":[{"text":"Yeah.","start":63.33,"end":63.73,"sentiment":"neutral","sentiment_score":0.05026046559214592},{"text":"Could you kindly process the payment through the customer portal?","start":63.73,"end":67.270004,"sentiment":"neutral","sentiment_score":0.04551561586558819},{"text":"You have an access.","start":67.33,"end":68.45,"sentiment":"neutral","sentiment_score":-0.0030678764451295137},{"text":"Right?","start":68.45,"end":68.95,"sentiment":"neutral","sentiment_score":-0.025507986545562744}],"sentiment":"neutral","sentiment_score":0.029227320745121688,"channel":0,"num_words":16,"start":63.33,"end":68.95},{"sentences":[{"text":"I can't give you the math answer.","start":70.325005,"end":71.925,"sentiment":"neutral","sentiment_score":-0.29425099917820524},{"text":"Do you know?","start":71.925,"end":72.585,"sentiment":"neutral","sentiment_score":-0.10526354362567265},{"text":"I I I read it in okay.","start":74.165,"end":78.585,"sentiment":"neutral","sentiment_score":-0.10611213743686676}],"sentiment":"neutral","sentiment_score":-0.1834313286577954,"channel":1,"num_words":17,"start":70.325005,"end":78.585},{"sentences":[{"text":"I'm sorry?","start":78.365,"end":79.025,"sentiment":"neutral","sentiment_score":-0.10127025097608566},{"text":"Okay.","start":84.11,"end":84.61,"sentiment":"neutral","sentiment_score":-0.021690109744668007},{"text":"Just check your email and kindly see your invoice and process the payment.","start":84.91,"end":90.03,"sentiment":"neutral","sentiment_score":-0.019164680001827385},{"text":"Okay?","start":90.03,"end":90.53,"sentiment":"neutral","sentiment_score":-0.02902982756495476},{"text":"Payment for Internet.","start":91.95,"end":93.49,"sentiment":"neutral","sentiment_score":-0.07223532348871231}],"sentiment":"neutral","sentiment_score":-0.03595536248758435,"channel":0,"num_words":20,"start":78.365,"end":93.49},{"sentences":[{"text":"I","start":97.555,"end":97.715,"sentiment":"neutral","sentiment_score":-0.08196476101875305}],"sentiment":"neutral","sentiment_score":-0.08196476101875305,"channel":1,"num_words":1,"start":97.555,"end":97.715},{"sentences":[{"text":"Hello?","start":97.71,"end":98.21,"sentiment":"neutral","sentiment_score":-0.10424958169460297}],"sentiment":"neutral","sentiment_score":-0.10424958169460297,"channel":0,"num_words":1,"start":97.71,"end":98.21},{"sentences":[{"text":"don't know.","start":97.715,"end":98.354996,"sentiment":"neutral","sentiment_score":-0.20557406544685364},{"text":"I can't.","start":98.354996,"end":99.095,"sentiment":"neutral","sentiment_score":-0.27736037224531174},{"text":"Yep.","start":99.875,"end":100.375,"sentiment":"neutral","sentiment_score":-0.09629426896572112}],"sentiment":"neutral","sentiment_score":-0.21243262887001038,"channel":1,"num_words":5,"start":97.715,"end":100.375},{"sentences":[{"text":"Yeah.","start":101.185,"end":101.585,"sentiment":"neutral","sentiment_score":-0.1521432101726532},{"text":"No no English?","start":101.585,"end":102.565,"sentiment":"neutral","sentiment_score":-0.30648792783419293},{"text":"Chinese?","start":102.785,"end":103.285,"sentiment":"neutral","sentiment_score":-0.2462216317653656}],"sentiment":"neutral","sentiment_score":-0.2635657250881195,"channel":0,"num_words":5,"start":101.185,"end":103.285},{"sentences":[{"text":"I'm Chinese.","start":104.354996,"end":105.41499,"sentiment":"neutral","sentiment_score":-0.15500062704086304}],"sentiment":"neutral","sentiment_score":-0.15500062704086304,"channel":1,"num_words":2,"start":104.354996,"end":105.41499},{"sentences":[{"text":"Chinese?","start":106.305,"end":106.805,"sentiment":"neutral","sentiment_score":-0.1117689311504364},{"text":"Okay.","start":108.385,"end":108.865,"sentiment":"neutral","sentiment_score":-0.05440060794353485}],"sentiment":"neutral","sentiment_score":-0.08308476954698563,"channel":0,"num_words":2,"start":106.305,"end":108.865},{"sentences":[{"text":"Yes.","start":108.515,"end":109.015,"sentiment":"neutral","sentiment_score":-0.03126758337020874}],"sentiment":"neutral","sentiment_score":-0.03126758337020874,"channel":1,"num_words":1,"start":108.515,"end":109.015},{"sentences":[{"text":"Just one moment.","start":108.865,"end":109.845,"sentiment":"neutral","sentiment_score":-0.047004781663417816},{"text":"Just give me one moment.","start":110.305,"end":111.585,"sentiment":"neutral","sentiment_score":-0.05883276239037514},{"text":"Okay?","start":111.585,"end":112.085,"sentiment":"neutral","sentiment_score":-0.09259989112615584},{"text":"Don't have the phone.","start":113.850006,"end":115.39,"sentiment":"neutral","sentiment_score":-0.19988293573260307},{"text":"Okay.","start":138.095,"end":138.575,"sentiment":"neutral","sentiment_score":-0.08450275659561157}],"sentiment":"neutral","sentiment_score":-0.10084375339959349,"channel":0,"num_words":14,"start":108.865,"end":138.575},{"sentences":[{"text":"The search in","start":138.575,"end":139.39194,"sentiment":"neutral","sentiment_score":-0.05601025621096293}],"sentiment":"neutral","sentiment_score":-0.05601025621096293,"channel":0,"num_words":3,"start":138.575,"end":139.39194}]},"summary":{"result":"success","short":"A customer named Mr. Zinsu receives a call from Airtel, his Internet service provider, about his May invoice for $69.95. The agent instructs Mr. Zinsu to process the payment through the customer portal or email, but the customer is unable to do so due to not having the phone. The agent suggests checking his email for the invoice and process the payment."},"intents":{"segments":[{"text":"Could you kindly process the payment, or would you like me to help you process the payment over the phone?","start_word":45,"end_word":64,"intents":[{"intent":"Process payment","confidence_score":0.35693726}]},{"text":"Could you kindly process the payment through the customer portal? You have an access. Right? I can't give you the math answer. Do you know? I I I read it in okay. I'm sorry? Okay. Just check your email and kindly see your invoice and process the payment. Okay? Payment for Internet.","start_word":109,"end_word":160,"intents":[{"intent":"Provide instructions","confidence_score":0.0009400154}]}]},"sentiments":{"segments":[{"text":"Wait. Hi. Hello? Good afternoon. This is Ertel. Am I speaking to mister Zinsu? Yeah. Hi. How are you today?","start_word":0,"end_word":19,"sentiment":"neutral","sentiment_score":0.1857193112373352},{"text":"Thank you for taking my call.","start_word":20,"end_word":25,"sentiment":"positive","sentiment_score":0.6091573238372803},{"text":"I'm just making a follow-up in regards to your May invoice for your Internet service. It was due yesterday. Could you kindly process the payment, or would you like me to help you process the payment over the phone? It's only $69.95 for your Internet payment. Sorry.","start_word":26,"end_word":72,"sentiment":"neutral","sentiment_score":0.13678595423698425},{"text":"I I can't talk too much.","start_word":73,"end_word":78,"sentiment":"negative","sentiment_score":-0.3634234666824341},{"text":"No. Excuse me. Oh, okay. This is Airtel, your Internet service provider. I'm calling you about your payment is not yet paid, your May invoice. It's only $69.95. Yep. Yeah. Could you kindly process the payment through the customer portal? You have an access. Right? I can't give you the math answer. Do you know? I I I read it in okay. I'm sorry? Okay. Just check your email and kindly see your invoice and process the payment. Okay? Payment for Internet. I Hello? don't know. I can't. Yep. Yeah. No no English? Chinese? I'm Chinese. Chinese? Okay. Yes. Just one moment. Just give me one moment. Okay? Don't have the phone. Okay. The search in","start_word":79,"end_word":194,"sentiment":"neutral","sentiment_score":-0.08585260063409805}],"average":{"sentiment":"neutral","sentiment_score":0.0014126565721299914}}}}