{"metadata":{"transaction_key":"deprecated","request_id":"019ec8c2-e53c-7081-bd7d-b8c1b5e63a36","sha256":"84559fb5afe541dabb39ab968c5fefe7a6d837b1f473395b1c44257996d168de","created":"2026-06-15T00:51:17.394Z","duration":44.711937,"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":119,"output_tokens":56},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":132,"output_tokens":132},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":132,"output_tokens":16}},"results":{"channels":[{"alternatives":[{"transcript":"Hi, Sarah. Good morning. Can I speak to Julie Gilmore? This is Abby, ma'am. The reason I'm calling is I'm calling actually on behalf of Daniel from Techno One. We are based in Springfield, Bristol. Yeah. The reason I'm calling is that we've been speaking with firms in Australia, and we wanted to know if when was the last time someone sat down with you and reviewed how your IT support is set up?","confidence":1.0,"words":[{"word":"hi","start":4.24,"end":4.74,"confidence":0.96875,"punctuated_word":"Hi,","sentiment":"neutral","sentiment_score":0.12273679673671722},{"word":"sarah","start":4.88,"end":5.38,"confidence":0.9802246,"punctuated_word":"Sarah.","sentiment":"neutral","sentiment_score":0.15061287581920624},{"word":"good","start":5.44,"end":5.68,"confidence":1.0,"punctuated_word":"Good","sentiment":"positive","sentiment_score":0.42623594403266907},{"word":"morning","start":5.68,"end":6.18,"confidence":1.0,"punctuated_word":"morning.","sentiment":"neutral","sentiment_score":0.2622188925743103},{"word":"can","start":6.56,"end":6.7999997,"confidence":0.53271484,"punctuated_word":"Can","sentiment":"neutral","sentiment_score":0.06083367392420769},{"word":"i","start":6.7999997,"end":7.04,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.06444789469242096},{"word":"speak","start":7.04,"end":7.44,"confidence":1.0,"punctuated_word":"speak","sentiment":"neutral","sentiment_score":0.04282886162400246},{"word":"to","start":7.44,"end":7.7599998,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.06406838446855545},{"word":"julie","start":7.7599998,"end":8.26,"confidence":0.9951172,"punctuated_word":"Julie","sentiment":"neutral","sentiment_score":0.11615931242704391},{"word":"gilmore","start":8.48,"end":8.98,"confidence":0.9926758,"punctuated_word":"Gilmore?","sentiment":"neutral","sentiment_score":0.029189955443143845},{"word":"this","start":13.755,"end":13.995,"confidence":0.8964844,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.03645078465342522},{"word":"is","start":13.995,"end":14.315001,"confidence":1.0,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.04213776066899299},{"word":"abby","start":14.315001,"end":14.715,"confidence":0.9655762,"punctuated_word":"Abby,","sentiment":"neutral","sentiment_score":0.059843406081199646},{"word":"ma'am","start":14.715,"end":15.215,"confidence":1.0,"punctuated_word":"ma'am.","sentiment":"neutral","sentiment_score":0.08673032373189926},{"word":"the","start":15.595,"end":15.755,"confidence":0.95166016,"punctuated_word":"The","sentiment":"neutral","sentiment_score":-0.0205463245511055},{"word":"reason","start":15.755,"end":16.075,"confidence":1.0,"punctuated_word":"reason","sentiment":"neutral","sentiment_score":-0.02341587096452713},{"word":"i'm","start":16.075,"end":16.315,"confidence":0.8635254,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.011072120629251003},{"word":"calling","start":16.315,"end":16.715,"confidence":1.0,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":-0.02008775621652603},{"word":"is","start":16.715,"end":17.215,"confidence":1.0,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.02610918879508972},{"word":"i'm","start":17.675,"end":17.915,"confidence":0.7108154,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.0011392522137612104},{"word":"calling","start":17.915,"end":18.395,"confidence":1.0,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":0.009938832372426988},{"word":"actually","start":18.395,"end":18.895,"confidence":0.7636719,"punctuated_word":"actually","sentiment":"neutral","sentiment_score":0.00276787206530571},{"word":"on","start":18.955,"end":19.195,"confidence":0.9970703,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.01659092679619789},{"word":"behalf","start":19.195,"end":19.695,"confidence":1.0,"punctuated_word":"behalf","sentiment":"neutral","sentiment_score":0.043044544756412506},{"word":"of","start":19.835,"end":20.075,"confidence":1.0,"punctuated_word":"of","sentiment":"neutral","sentiment_score":0.042057059705257416},{"word":"daniel","start":20.075,"end":20.575,"confidence":0.7675781,"punctuated_word":"Daniel","sentiment":"neutral","sentiment_score":0.02036861702799797},{"word":"from","start":20.635,"end":21.035,"confidence":1.0,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.05497488752007485},{"word":"techno","start":21.035,"end":21.515,"confidence":0.7919922,"punctuated_word":"Techno","sentiment":"neutral","sentiment_score":0.010720901191234589},{"word":"one","start":21.515,"end":22.015,"confidence":0.6876221,"punctuated_word":"One.","sentiment":"neutral","sentiment_score":0.02323373220860958},{"word":"we","start":22.555,"end":22.795,"confidence":0.9941406,"punctuated_word":"We","sentiment":"neutral","sentiment_score":-0.002040032297372818},{"word":"are","start":22.795,"end":22.955,"confidence":1.0,"punctuated_word":"are","sentiment":"neutral","sentiment_score":0.011968079954385756},{"word":"based","start":22.955,"end":23.275002,"confidence":1.0,"punctuated_word":"based","sentiment":"neutral","sentiment_score":0.015885470435023308},{"word":"in","start":23.275002,"end":23.675,"confidence":1.0,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.01222335547208786},{"word":"springfield","start":23.675,"end":24.175,"confidence":0.9975586,"punctuated_word":"Springfield,","sentiment":"neutral","sentiment_score":0.007572172209620476},{"word":"bristol","start":24.235,"end":24.735,"confidence":0.71655273,"punctuated_word":"Bristol.","sentiment":"neutral","sentiment_score":0.0019037704914808271},{"word":"yeah","start":29.789999,"end":30.11,"confidence":0.9460449,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.014347787946462631},{"word":"the","start":30.11,"end":30.27,"confidence":1.0,"punctuated_word":"The","sentiment":"neutral","sentiment_score":-0.10567286610603333},{"word":"reason","start":30.27,"end":30.51,"confidence":1.0,"punctuated_word":"reason","sentiment":"neutral","sentiment_score":-0.068046435713768},{"word":"i'm","start":30.51,"end":30.75,"confidence":1.0,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.04976268857717514},{"word":"calling","start":30.75,"end":31.07,"confidence":1.0,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":-0.04099687188863754},{"word":"is","start":31.07,"end":31.23,"confidence":1.0,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.060255423188209534},{"word":"that","start":31.23,"end":31.47,"confidence":1.0,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.051354728639125824},{"word":"we've","start":31.47,"end":31.71,"confidence":0.9951172,"punctuated_word":"we've","sentiment":"neutral","sentiment_score":-0.050106875598430634},{"word":"been","start":31.71,"end":31.949999,"confidence":1.0,"punctuated_word":"been","sentiment":"neutral","sentiment_score":-0.05614480376243591},{"word":"speaking","start":31.949999,"end":32.19,"confidence":1.0,"punctuated_word":"speaking","sentiment":"neutral","sentiment_score":-0.06376335024833679},{"word":"with","start":32.19,"end":32.43,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.03308968245983124},{"word":"firms","start":32.43,"end":32.93,"confidence":1.0,"punctuated_word":"firms","sentiment":"neutral","sentiment_score":-0.04596482217311859},{"word":"in","start":32.989998,"end":33.309998,"confidence":1.0,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.0485970675945282},{"word":"australia","start":33.309998,"end":33.809998,"confidence":0.97021484,"punctuated_word":"Australia,","sentiment":"neutral","sentiment_score":-0.03530621528625488},{"word":"and","start":33.95,"end":34.11,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.04816549643874168},{"word":"we","start":34.11,"end":34.27,"confidence":1.0,"punctuated_word":"we","sentiment":"neutral","sentiment_score":-0.08232615143060684},{"word":"wanted","start":34.27,"end":34.59,"confidence":1.0,"punctuated_word":"wanted","sentiment":"neutral","sentiment_score":-0.06115930527448654},{"word":"to","start":34.59,"end":34.75,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.055232152342796326},{"word":"know","start":34.75,"end":35.07,"confidence":1.0,"punctuated_word":"know","sentiment":"neutral","sentiment_score":-0.08290914446115494},{"word":"if","start":35.07,"end":35.55,"confidence":1.0,"punctuated_word":"if","sentiment":"neutral","sentiment_score":-0.08090166747570038},{"word":"when","start":35.55,"end":35.79,"confidence":0.8359375,"punctuated_word":"when","sentiment":"neutral","sentiment_score":-0.0660565197467804},{"word":"was","start":35.79,"end":35.95,"confidence":1.0,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.08812616765499115},{"word":"the","start":35.95,"end":36.03,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.09957713633775712},{"word":"last","start":36.03,"end":36.35,"confidence":1.0,"punctuated_word":"last","sentiment":"neutral","sentiment_score":-0.091582253575325},{"word":"time","start":36.35,"end":36.85,"confidence":1.0,"punctuated_word":"time","sentiment":"neutral","sentiment_score":-0.0482536256313324},{"word":"someone","start":37.406937,"end":37.906937,"confidence":1.0,"punctuated_word":"someone","sentiment":"neutral","sentiment_score":-0.05391117185354233},{"word":"sat","start":38.126938,"end":38.446938,"confidence":1.0,"punctuated_word":"sat","sentiment":"neutral","sentiment_score":-0.02745491079986095},{"word":"down","start":38.446938,"end":38.686935,"confidence":1.0,"punctuated_word":"down","sentiment":"neutral","sentiment_score":0.0120253786444664},{"word":"with","start":38.686935,"end":38.846935,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.024311736226081848},{"word":"you","start":38.846935,"end":39.086937,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.08955571055412292},{"word":"and","start":39.086937,"end":39.32694,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.037784479558467865},{"word":"reviewed","start":39.32694,"end":39.80694,"confidence":1.0,"punctuated_word":"reviewed","sentiment":"neutral","sentiment_score":-0.03923526406288147},{"word":"how","start":39.80694,"end":40.046936,"confidence":1.0,"punctuated_word":"how","sentiment":"neutral","sentiment_score":-0.01904068887233734},{"word":"your","start":40.046936,"end":40.286938,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.0973597690463066},{"word":"it","start":40.286938,"end":40.686935,"confidence":0.85058594,"punctuated_word":"IT","sentiment":"neutral","sentiment_score":-0.048162877559661865},{"word":"support","start":40.686935,"end":41.186935,"confidence":0.99609375,"punctuated_word":"support","sentiment":"neutral","sentiment_score":-0.0367891862988472},{"word":"is","start":41.246937,"end":41.406937,"confidence":0.99902344,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.1272663772106171},{"word":"set","start":41.406937,"end":41.64694,"confidence":0.9902344,"punctuated_word":"set","sentiment":"neutral","sentiment_score":-0.07023179531097412},{"word":"up","start":41.64694,"end":42.14694,"confidence":0.8911133,"punctuated_word":"up?","sentiment":"neutral","sentiment_score":-0.041599225252866745}],"paragraphs":{"transcript":"\nHi, Sarah. Good morning. Can I speak to Julie Gilmore? This is Abby, ma'am. The reason I'm calling is I'm calling actually on behalf of Daniel from Techno One.\n\nWe are based in Springfield, Bristol. Yeah. The reason I'm calling is that we've been speaking with firms in Australia, and we wanted to know if when was the last time someone sat down with you and reviewed how your IT support is set up?","paragraphs":[{"sentences":[{"text":"Hi, Sarah.","start":4.24,"end":5.38,"sentiment":"neutral","sentiment_score":0.13667483627796173},{"text":"Good morning.","start":5.44,"end":6.18,"sentiment":"positive","sentiment_score":0.3442274183034897},{"text":"Can I speak to Julie Gilmore?","start":6.56,"end":8.98,"sentiment":"neutral","sentiment_score":0.06292134709656239},{"text":"This is Abby, ma'am.","start":13.755,"end":15.215,"sentiment":"neutral","sentiment_score":0.05629056878387928},{"text":"The reason I'm calling is I'm calling actually on behalf of Daniel from Techno One.","start":15.595,"end":22.015,"sentiment":"neutral","sentiment_score":0.00808845735155046}],"sentiment":"neutral","sentiment_score":0.05813178369486383,"num_words":29,"start":4.24,"end":22.015},{"sentences":[{"text":"We are based in Springfield, Bristol.","start":22.555,"end":24.735,"sentiment":"neutral","sentiment_score":0.007918802710870901},{"text":"Yeah.","start":29.789999,"end":30.11,"sentiment":"neutral","sentiment_score":-0.014347787946462631},{"text":"The reason I'm calling is that we've been speaking with firms in Australia, and we wanted to know if when was the last time someone sat down with you and reviewed how your IT support is set up?","start":30.11,"end":42.14694,"sentiment":"neutral","sentiment_score":-0.05826392804125422}],"sentiment":"neutral","sentiment_score":-0.04846364971664217,"num_words":45,"start":22.555,"end":42.14694}]}}]},{"alternatives":[{"transcript":"Good morning. PKS. This is Sarah. Who am I speaking with? Okay. And what was it that you were calling in relation to?","confidence":0.99902344,"words":[{"word":"good","start":0.56,"end":0.88,"confidence":0.99902344,"punctuated_word":"Good","sentiment":"positive","sentiment_score":0.4376506805419922},{"word":"morning","start":0.88,"end":1.1999999,"confidence":0.9321289,"punctuated_word":"morning.","sentiment":"neutral","sentiment_score":0.31129512190818787},{"word":"pks","start":1.1999999,"end":1.6999999,"confidence":0.8304036,"punctuated_word":"PKS.","sentiment":"neutral","sentiment_score":0.1067952811717987},{"word":"this","start":1.92,"end":2.1599998,"confidence":1.0,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.11144749820232391},{"word":"is","start":2.1599998,"end":2.32,"confidence":0.9902344,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.13688378036022186},{"word":"sarah","start":2.32,"end":2.82,"confidence":0.982666,"punctuated_word":"Sarah.","sentiment":"neutral","sentiment_score":0.07012510299682617},{"word":"who","start":11.84,"end":12.0,"confidence":0.7080078,"punctuated_word":"Who","sentiment":"neutral","sentiment_score":-0.02998683601617813},{"word":"am","start":12.0,"end":12.16,"confidence":1.0,"punctuated_word":"am","sentiment":"neutral","sentiment_score":-0.022116927430033684},{"word":"i","start":12.16,"end":12.32,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.0074438415467739105},{"word":"speaking","start":12.32,"end":12.639999,"confidence":1.0,"punctuated_word":"speaking","sentiment":"neutral","sentiment_score":-0.01143060252070427},{"word":"with","start":12.639999,"end":13.139999,"confidence":1.0,"punctuated_word":"with?","sentiment":"neutral","sentiment_score":0.009531534276902676},{"word":"okay","start":26.645,"end":26.965,"confidence":0.9875488,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.01247380580753088},{"word":"and","start":26.965,"end":27.125,"confidence":0.9472656,"punctuated_word":"And","sentiment":"neutral","sentiment_score":-0.026610221713781357},{"word":"what","start":27.125,"end":27.205,"confidence":1.0,"punctuated_word":"what","sentiment":"neutral","sentiment_score":-0.03499327600002289},{"word":"was","start":27.205,"end":27.445,"confidence":1.0,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.03923989459872246},{"word":"it","start":27.445,"end":27.525,"confidence":0.9970703,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.021250687539577484},{"word":"that","start":27.525,"end":27.685001,"confidence":0.99902344,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.033452410250902176},{"word":"you","start":27.685001,"end":27.765,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.040048323571681976},{"word":"were","start":27.765,"end":28.005001,"confidence":0.56591797,"punctuated_word":"were","sentiment":"neutral","sentiment_score":-0.041462842375040054},{"word":"calling","start":28.005001,"end":28.244999,"confidence":1.0,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":-0.03320746868848801},{"word":"in","start":28.244999,"end":28.404999,"confidence":1.0,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.03193318843841553},{"word":"relation","start":28.404999,"end":28.885,"confidence":1.0,"punctuated_word":"relation","sentiment":"neutral","sentiment_score":-0.024242043495178223},{"word":"to","start":28.885,"end":29.385,"confidence":0.99902344,"punctuated_word":"to?","sentiment":"neutral","sentiment_score":-0.026205427944660187}],"paragraphs":{"transcript":"\nGood morning. PKS. This is Sarah. Who am I speaking with? Okay.\n\nAnd what was it that you were calling in relation to?","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.56,"end":1.1999999,"sentiment":"positive","sentiment_score":0.37447290122509},{"text":"PKS.","start":1.1999999,"end":1.6999999,"sentiment":"neutral","sentiment_score":0.1067952811717987},{"text":"This is Sarah.","start":1.92,"end":2.82,"sentiment":"neutral","sentiment_score":0.10615212718645732},{"text":"Who am I speaking with?","start":11.84,"end":13.139999,"sentiment":"neutral","sentiment_score":-0.012289334647357463},{"text":"Okay.","start":26.645,"end":26.965,"sentiment":"neutral","sentiment_score":-0.01247380580753088}],"sentiment":"neutral","sentiment_score":0.09168974884475271,"num_words":12,"start":0.56,"end":26.965},{"sentences":[{"text":"And what was it that you were calling in relation to?","start":26.965,"end":29.385,"sentiment":"neutral","sentiment_score":-0.032058707692406395}],"sentiment":"neutral","sentiment_score":-0.032058707692406395,"num_words":11,"start":26.965,"end":29.385}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Good morning. PKS. This is Sarah.\n\nChannel 0: Hi, Sarah. Good morning. Can I speak to Julie Gilmore?\n\nChannel 1: Who am I speaking with?\n\nChannel 0: This is Abby, ma'am. The reason I'm calling is I'm calling actually on behalf of Daniel from Techno One. We are based in Springfield, Bristol.\n\nChannel 1: Okay. And what was it that you were calling in relation to?\n\nChannel 0: Yeah. The reason I'm calling is that we've been speaking with firms in Australia, and we wanted to know if when was the last time someone sat down with you and reviewed how your IT support is set up?","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.56,"end":1.1999999,"sentiment":"positive","sentiment_score":0.37447290122509},{"text":"PKS.","start":1.1999999,"end":1.6999999,"sentiment":"neutral","sentiment_score":0.1067952811717987},{"text":"This is Sarah.","start":1.92,"end":2.82,"sentiment":"neutral","sentiment_score":0.10615212718645732}],"sentiment":"neutral","sentiment_score":0.19569957753022513,"channel":1,"num_words":6,"start":0.56,"end":2.82},{"sentences":[{"text":"Hi, Sarah.","start":4.24,"end":5.38,"sentiment":"neutral","sentiment_score":0.13667483627796173},{"text":"Good morning.","start":5.44,"end":6.18,"sentiment":"positive","sentiment_score":0.3442274183034897},{"text":"Can I speak to Julie Gilmore?","start":6.56,"end":8.98,"sentiment":"neutral","sentiment_score":0.06292134709656239}],"sentiment":"neutral","sentiment_score":0.13393325917422771,"channel":0,"num_words":10,"start":4.24,"end":8.98},{"sentences":[{"text":"Who am I speaking with?","start":11.84,"end":13.139999,"sentiment":"neutral","sentiment_score":-0.012289334647357463}],"sentiment":"neutral","sentiment_score":-0.012289334647357463,"channel":1,"num_words":5,"start":11.84,"end":13.139999},{"sentences":[{"text":"This is Abby, ma'am.","start":13.755,"end":15.215,"sentiment":"neutral","sentiment_score":0.05629056878387928},{"text":"The reason I'm calling is I'm calling actually on behalf of Daniel from Techno One.","start":15.595,"end":22.015,"sentiment":"neutral","sentiment_score":0.00808845735155046},{"text":"We are based in Springfield, Bristol.","start":22.555,"end":24.735,"sentiment":"neutral","sentiment_score":0.007918802710870901}],"sentiment":"neutral","sentiment_score":0.015760078066959976,"channel":0,"num_words":25,"start":13.755,"end":24.735},{"sentences":[{"text":"Okay.","start":26.645,"end":26.965,"sentiment":"neutral","sentiment_score":-0.01247380580753088},{"text":"And what was it that you were calling in relation to?","start":26.965,"end":29.385,"sentiment":"neutral","sentiment_score":-0.032058707692406395}],"sentiment":"neutral","sentiment_score":-0.030426632535333436,"channel":1,"num_words":12,"start":26.645,"end":29.385},{"sentences":[{"text":"Yeah.","start":29.789999,"end":30.11,"sentiment":"neutral","sentiment_score":-0.014347787946462631},{"text":"The reason I'm calling is that we've been speaking with firms in Australia, and we wanted to know if when was the last time someone sat down with you and reviewed how your IT support is set up?","start":30.11,"end":42.14694,"sentiment":"neutral","sentiment_score":-0.05826392804125422}],"sentiment":"neutral","sentiment_score":-0.05713787316702879,"channel":0,"num_words":39,"start":29.789999,"end":42.14694}]},"summary":{"result":"success","short":"A representative from Techno One named Abby calls a customer named Julie Gilmore to inquire about her IT support setup. She explains that they have been speaking with firms in Australia and wants to know when was the last time someone sat down and reviewed how the support is set up."},"intents":{"segments":[{"text":"Can I speak to Julie Gilmore? Who am I speaking with?","start_word":10,"end_word":20,"intents":[{"intent":"Confirm identity","confidence_score":0.13799176}]},{"text":"The reason I'm calling is that we've been speaking with firms in Australia, and we wanted to know if when was the last time someone sat down with you and reviewed how your IT support is set up?","start_word":59,"end_word":96,"intents":[{"intent":"Ask for clarification","confidence_score":0.0065520746},{"intent":"Request explanation","confidence_score":0.014257483},{"intent":"Confirm background","confidence_score":0.00027502357}]}]},"sentiments":{"segments":[{"text":"Good morning.","start_word":0,"end_word":1,"sentiment":"positive","sentiment_score":0.3534136712551117},{"text":"PKS. This is Sarah. Hi, Sarah. Good morning. Can I speak to Julie Gilmore? Who am I speaking with? This is Abby, ma'am. The reason I'm calling is I'm calling actually on behalf of Daniel from Techno One. We are based in Springfield, Bristol. Okay. And what was it that you were calling in relation to? Yeah. The reason I'm calling is that we've been speaking with firms in Australia, and we wanted to know if when was the last time someone sat down with you and reviewed how your IT support is set up?","start_word":2,"end_word":96,"sentiment":"neutral","sentiment_score":0.002298044506460428}],"average":{"sentiment":"neutral","sentiment_score":0.010277946790059408}}}}