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customer calls and asks for Tim Crossweller, but the agent is busy and cannot transfer the call. The agent offers to have the customer call back at a different time and takes their contact number. The agent apologizes for the delay and explains that a team member is currently in a meeting. The agent promises to send an email with Tim's information and the call ends."},"intents":{"segments":[{"text":"We just wanted to present cybersecurity with him, so I'm just wondering if he's available. Okay.","start_word":48,"end_word":63,"intents":[{"intent":"Ask availability","confidence_score":0.0012308845}]},{"text":"Can you hold the line? Thank you.","start_word":64,"end_word":70,"intents":[{"intent":"Hold phone line","confidence_score":0.0006877429}]},{"text":"Thank you for holding the line, Mary. I do apologize. Team is currently in a meeting. May I please have your best contact number so I can arrange for a callback for you?","start_word":72,"end_word":104,"intents":[{"intent":"Arrange callback","confidence_score":0.55111}]},{"text":"I'll send an email with him. Okay.","start_word":118,"end_word":124,"intents":[{"intent":"Send email","confidence_score":0.82122767}]}]},"sentiments":{"segments":[{"text":"Consulting. Lucy speaking. How may I help you? Yes, dear. Good morning. I'm looking for Tim Crossweller. You're looking for who? Sorry. Tim? I will try his line for you. Your name, please? Mary from Vigilance AI. Vigilance AI. And the reason for your call today, please? Yeah. We just wanted to present cybersecurity with him, so I'm just wondering if he's available. Okay. Can you hold the line? Thank you. Mhmm.","start_word":0,"end_word":71,"sentiment":"neutral","sentiment_score":0.03795213997364044},{"text":"Thank you for holding the line, Mary.","start_word":72,"end_word":78,"sentiment":"positive","sentiment_score":0.3624460995197296},{"text":"I do apologize. Team is currently in a meeting. May I please have your best contact number so I can arrange for a callback for you? 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