{"metadata":{"transaction_key":"deprecated","request_id":"01a0f523-85e4-7d70-98a5-8220156a1517","sha256":"81977f0af767e698c08ecb2ec254334d307711df25fec2bbdae2a6bac9ad86df","created":"2026-10-01T01:45:42.405Z","duration":114.33594,"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":431,"output_tokens":60},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":475,"output_tokens":475},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":475,"output_tokens":5}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. This is Airtel accounts. My name is Melissa. May I speak to Ella Marshall? Oh, okay. I got it. So is her phone number ends in 336? That's me. Okay. Perfect. Thank you so much. I'll just go ahead and dial the other number. Oh, so Yeah. Yeah. So you're the one who called in earlier, right, in reference? Okay. Okay. Anyway, I can go ahead and discuss this to you since we got your phone number on the account. Yeah. Reason why I'm calling back is I would love to let you know that we've already modified the invoice. I'm so sorry for the incorrect invoice been sent. It's a billing error from our system. So as of this moment, it's been corrected. I've also sent the rectified invoice, the email address we have on record. It does show $79.95 cents for the period of October. Yeah. You're most welcome, ma'am. Thank you so much for answering my phone call. If you have any further questions, just call us back. Okay? It's been changed. You're welcome. Have a good one. Bye bye.","confidence":0.9995117,"words":[{"word":"hi","start":4.56,"end":4.7999997,"confidence":0.99853516,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.06942674517631531},{"word":"good","start":4.7999997,"end":5.04,"confidence":1.0,"punctuated_word":"Good","sentiment":"neutral","sentiment_score":0.1802699863910675},{"word":"afternoon","start":5.04,"end":5.54,"confidence":1.0,"punctuated_word":"afternoon.","sentiment":"neutral","sentiment_score":0.1468983292579651},{"word":"this","start":5.6,"end":5.92,"confidence":1.0,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.09311158955097198},{"word":"is","start":5.92,"end":6.08,"confidence":0.99902344,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.10300588607788086},{"word":"airtel","start":6.08,"end":6.58,"confidence":0.9923503,"punctuated_word":"Airtel","sentiment":"neutral","sentiment_score":0.12030799686908722},{"word":"accounts","start":6.64,"end":7.12,"confidence":0.9482422,"punctuated_word":"accounts.","sentiment":"neutral","sentiment_score":0.08889022469520569},{"word":"my","start":7.12,"end":7.2799997,"confidence":1.0,"punctuated_word":"My","sentiment":"neutral","sentiment_score":0.05696618929505348},{"word":"name","start":7.2799997,"end":7.44,"confidence":1.0,"punctuated_word":"name","sentiment":"neutral","sentiment_score":0.06003811955451965},{"word":"is","start":7.44,"end":7.68,"confidence":0.99902344,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.07304870337247849},{"word":"melissa","start":7.68,"end":8.18,"confidence":0.99853516,"punctuated_word":"Melissa.","sentiment":"neutral","sentiment_score":0.07744034379720688},{"word":"may","start":8.48,"end":8.72,"confidence":1.0,"punctuated_word":"May","sentiment":"neutral","sentiment_score":0.08201976865530014},{"word":"i","start":8.72,"end":8.88,"confidence":0.97509766,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.0726294070482254},{"word":"speak","start":8.88,"end":9.12,"confidence":1.0,"punctuated_word":"speak","sentiment":"neutral","sentiment_score":0.06279575079679489},{"word":"to","start":9.12,"end":9.5199995,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.06734465807676315},{"word":"ella","start":9.5199995,"end":9.92,"confidence":0.98999023,"punctuated_word":"Ella","sentiment":"neutral","sentiment_score":0.06462939083576202},{"word":"marshall","start":9.92,"end":10.42,"confidence":0.9975586,"punctuated_word":"Marshall?","sentiment":"neutral","sentiment_score":0.06833083927631378},{"word":"oh","start":18.605,"end":18.765,"confidence":0.83447266,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.005566199775785208},{"word":"okay","start":18.765,"end":19.245,"confidence":0.9995117,"punctuated_word":"okay.","sentiment":"neutral","sentiment_score":0.007203811779618263},{"word":"i","start":19.245,"end":19.485,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.0071016885340213776},{"word":"got","start":19.485,"end":19.725,"confidence":1.0,"punctuated_word":"got","sentiment":"neutral","sentiment_score":0.012710616923868656},{"word":"it","start":19.725,"end":20.225,"confidence":1.0,"punctuated_word":"it.","sentiment":"neutral","sentiment_score":0.0055941748432815075},{"word":"so","start":20.525,"end":21.025,"confidence":1.0,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.0031052143312990665},{"word":"is","start":21.245,"end":21.485,"confidence":0.98828125,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.00458282558247447},{"word":"her","start":21.485,"end":21.805,"confidence":0.984375,"punctuated_word":"her","sentiment":"neutral","sentiment_score":0.00426720455288887},{"word":"phone","start":21.805,"end":22.045,"confidence":1.0,"punctuated_word":"phone","sentiment":"neutral","sentiment_score":0.003878386691212654},{"word":"number","start":22.045,"end":22.445,"confidence":1.0,"punctuated_word":"number","sentiment":"neutral","sentiment_score":0.005213439464569092},{"word":"ends","start":22.445,"end":22.685001,"confidence":0.8642578,"punctuated_word":"ends","sentiment":"neutral","sentiment_score":0.004089283756911755},{"word":"in","start":22.685001,"end":23.185001,"confidence":0.99902344,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.00605997396633029},{"word":"336","start":23.805,"end":24.945,"confidence":0.9998372,"punctuated_word":"336?","sentiment":"neutral","sentiment_score":0.00713040865957737},{"word":"that's","start":25.725,"end":26.045,"confidence":0.7108154,"punctuated_word":"That's","sentiment":"neutral","sentiment_score":0.030306607484817505},{"word":"me","start":26.045,"end":26.545,"confidence":0.74780273,"punctuated_word":"me.","sentiment":"neutral","sentiment_score":0.02565076015889645},{"word":"okay","start":28.045,"end":28.445,"confidence":0.99902344,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.16046983003616333},{"word":"perfect","start":28.445,"end":28.945,"confidence":1.0,"punctuated_word":"Perfect.","sentiment":"positive","sentiment_score":0.44623517990112305},{"word":"thank","start":29.06,"end":29.3,"confidence":1.0,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.5892789363861084},{"word":"you","start":29.3,"end":29.46,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.6106048822402954},{"word":"so","start":29.46,"end":29.619999,"confidence":1.0,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.590471088886261},{"word":"much","start":29.619999,"end":30.02,"confidence":1.0,"punctuated_word":"much.","sentiment":"positive","sentiment_score":0.6192430257797241},{"word":"i'll","start":30.02,"end":30.26,"confidence":1.0,"punctuated_word":"I'll","sentiment":"neutral","sentiment_score":0.3183956742286682},{"word":"just","start":30.26,"end":30.5,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.24779072403907776},{"word":"go","start":30.5,"end":30.58,"confidence":1.0,"punctuated_word":"go","sentiment":"neutral","sentiment_score":0.24736158549785617},{"word":"ahead","start":30.58,"end":30.82,"confidence":1.0,"punctuated_word":"ahead","sentiment":"neutral","sentiment_score":0.2581566274166107},{"word":"and","start":30.82,"end":30.98,"confidence":0.9980469,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.19242000579833984},{"word":"dial","start":30.98,"end":31.38,"confidence":1.0,"punctuated_word":"dial","sentiment":"neutral","sentiment_score":0.22293218970298767},{"word":"the","start":31.38,"end":31.539999,"confidence":0.99902344,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.25136902928352356},{"word":"other","start":31.539999,"end":31.859999,"confidence":1.0,"punctuated_word":"other","sentiment":"neutral","sentiment_score":0.2662525475025177},{"word":"number","start":31.859999,"end":32.36,"confidence":0.9995117,"punctuated_word":"number.","sentiment":"neutral","sentiment_score":0.16366973519325256},{"word":"oh","start":56.075,"end":56.315002,"confidence":0.72229004,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":-0.04740343987941742},{"word":"so","start":56.315002,"end":56.815002,"confidence":0.97998047,"punctuated_word":"so","sentiment":"neutral","sentiment_score":-0.03880032151937485},{"word":"yeah","start":57.57,"end":57.73,"confidence":1.0,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.014237347058951856},{"word":"yeah","start":57.73,"end":58.13,"confidence":0.9975586,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.009822016581892967},{"word":"so","start":58.13,"end":58.37,"confidence":0.99902344,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.010396945290267467},{"word":"you're","start":58.37,"end":58.69,"confidence":0.85791016,"punctuated_word":"you're","sentiment":"neutral","sentiment_score":-0.0090799517929554},{"word":"the","start":58.69,"end":58.85,"confidence":0.9980469,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.010290482081472874},{"word":"one","start":58.85,"end":59.09,"confidence":1.0,"punctuated_word":"one","sentiment":"neutral","sentiment_score":-0.006079910323023796},{"word":"who","start":59.09,"end":59.25,"confidence":1.0,"punctuated_word":"who","sentiment":"neutral","sentiment_score":-0.004439116455614567},{"word":"called","start":59.25,"end":59.57,"confidence":1.0,"punctuated_word":"called","sentiment":"neutral","sentiment_score":-0.00497316662222147},{"word":"in","start":59.57,"end":59.81,"confidence":1.0,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.004501870833337307},{"word":"earlier","start":59.81,"end":60.21,"confidence":0.93237305,"punctuated_word":"earlier,","sentiment":"neutral","sentiment_score":-0.001824009232223034},{"word":"right","start":60.21,"end":60.45,"confidence":0.9975586,"punctuated_word":"right,","sentiment":"neutral","sentiment_score":0.004386093467473984},{"word":"in","start":60.45,"end":60.69,"confidence":1.0,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.002121077850461006},{"word":"reference","start":60.69,"end":61.19,"confidence":0.873291,"punctuated_word":"reference?","sentiment":"neutral","sentiment_score":0.001946423202753067},{"word":"okay","start":62.61,"end":63.11,"confidence":0.9602051,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.03248020261526108},{"word":"okay","start":63.25,"end":63.65,"confidence":0.99658203,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.031148020178079605},{"word":"anyway","start":63.65,"end":64.05,"confidence":0.9980469,"punctuated_word":"Anyway,","sentiment":"neutral","sentiment_score":0.04264531657099724},{"word":"i","start":64.05,"end":64.13,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.05626481771469116},{"word":"can","start":64.13,"end":64.37,"confidence":1.0,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.06358464062213898},{"word":"go","start":64.37,"end":64.61,"confidence":1.0,"punctuated_word":"go","sentiment":"neutral","sentiment_score":0.0804329663515091},{"word":"ahead","start":64.61,"end":64.85,"confidence":1.0,"punctuated_word":"ahead","sentiment":"neutral","sentiment_score":0.08569769561290741},{"word":"and","start":64.85,"end":65.09,"confidence":0.99902344,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.08714126795530319},{"word":"discuss","start":65.09,"end":65.49,"confidence":1.0,"punctuated_word":"discuss","sentiment":"neutral","sentiment_score":0.05525790899991989},{"word":"this","start":65.49,"end":65.729996,"confidence":0.99316406,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.0639931857585907},{"word":"to","start":65.729996,"end":65.89,"confidence":0.92578125,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.08889936655759811},{"word":"you","start":65.89,"end":66.05,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.08608944714069366},{"word":"since","start":66.05,"end":66.55,"confidence":0.9921875,"punctuated_word":"since","sentiment":"neutral","sentiment_score":0.08659643679857254},{"word":"we","start":66.69,"end":67.01,"confidence":1.0,"punctuated_word":"we","sentiment":"neutral","sentiment_score":0.05932934209704399},{"word":"got","start":67.01,"end":67.33,"confidence":0.9970703,"punctuated_word":"got","sentiment":"neutral","sentiment_score":0.05821303278207779},{"word":"your","start":67.33,"end":67.65,"confidence":0.99902344,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.049680471420288086},{"word":"phone","start":67.65,"end":67.89,"confidence":1.0,"punctuated_word":"phone","sentiment":"neutral","sentiment_score":0.03142949566245079},{"word":"number","start":67.89,"end":68.37,"confidence":1.0,"punctuated_word":"number","sentiment":"neutral","sentiment_score":0.030707674100995064},{"word":"on","start":68.37,"end":68.61,"confidence":1.0,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.04464405030012131},{"word":"the","start":68.61,"end":68.77,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.03852580487728119},{"word":"account","start":68.77,"end":69.27,"confidence":1.0,"punctuated_word":"account.","sentiment":"neutral","sentiment_score":0.032789990305900574},{"word":"yeah","start":69.884995,"end":70.125,"confidence":0.9995117,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.019639670848846436},{"word":"reason","start":70.125,"end":70.524994,"confidence":0.7050781,"punctuated_word":"Reason","sentiment":"neutral","sentiment_score":-0.06678374856710434},{"word":"why","start":70.524994,"end":70.685,"confidence":0.99609375,"punctuated_word":"why","sentiment":"neutral","sentiment_score":-0.06016353517770767},{"word":"i'm","start":70.685,"end":70.924995,"confidence":1.0,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.05989529937505722},{"word":"calling","start":70.924995,"end":71.244995,"confidence":1.0,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":-0.052542977035045624},{"word":"back","start":71.244995,"end":71.48499,"confidence":1.0,"punctuated_word":"back","sentiment":"neutral","sentiment_score":-0.05124858394265175},{"word":"is","start":71.48499,"end":71.725,"confidence":0.9970703,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.041569095104932785},{"word":"i","start":71.725,"end":71.80499,"confidence":0.9892578,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.05873779207468033},{"word":"would","start":71.80499,"end":72.045,"confidence":1.0,"punctuated_word":"would","sentiment":"neutral","sentiment_score":-0.018958382308483124},{"word":"love","start":72.045,"end":72.284996,"confidence":1.0,"punctuated_word":"love","sentiment":"neutral","sentiment_score":0.06542537361383438},{"word":"to","start":72.284996,"end":72.445,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.04311366379261017},{"word":"let","start":72.445,"end":72.685,"confidence":1.0,"punctuated_word":"let","sentiment":"neutral","sentiment_score":0.05026848614215851},{"word":"you","start":72.685,"end":72.765,"confidence":0.99902344,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.03903958946466446},{"word":"know","start":72.765,"end":73.005,"confidence":1.0,"punctuated_word":"know","sentiment":"neutral","sentiment_score":0.0558546707034111},{"word":"that","start":73.005,"end":73.244995,"confidence":0.99902344,"punctuated_word":"that","sentiment":"neutral","sentiment_score":0.029499001801013947},{"word":"we've","start":73.244995,"end":73.564995,"confidence":0.9980469,"punctuated_word":"we've","sentiment":"neutral","sentiment_score":0.008518163114786148},{"word":"already","start":73.564995,"end":74.064995,"confidence":0.99902344,"punctuated_word":"already","sentiment":"neutral","sentiment_score":-0.027381770312786102},{"word":"modified","start":75.005,"end":75.505,"confidence":0.6689453,"punctuated_word":"modified","sentiment":"neutral","sentiment_score":0.007912084460258484},{"word":"the","start":75.564995,"end":75.725,"confidence":0.9980469,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.10468079894781113},{"word":"invoice","start":75.725,"end":76.125,"confidence":0.99853516,"punctuated_word":"invoice.","sentiment":"neutral","sentiment_score":-0.05844564735889435},{"word":"i'm","start":76.125,"end":76.365,"confidence":0.9995117,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.22406065464019775},{"word":"so","start":76.365,"end":76.604996,"confidence":0.9970703,"punctuated_word":"so","sentiment":"neutral","sentiment_score":-0.24494510889053345},{"word":"sorry","start":76.604996,"end":76.924995,"confidence":1.0,"punctuated_word":"sorry","sentiment":"negative","sentiment_score":-0.33926624059677124},{"word":"for","start":76.924995,"end":77.16499,"confidence":1.0,"punctuated_word":"for","sentiment":"negative","sentiment_score":-0.38014551997184753},{"word":"the","start":77.16499,"end":77.325,"confidence":0.9980469,"punctuated_word":"the","sentiment":"negative","sentiment_score":-0.3452802002429962},{"word":"incorrect","start":77.325,"end":77.825,"confidence":1.0,"punctuated_word":"incorrect","sentiment":"neutral","sentiment_score":-0.3253360986709595},{"word":"invoice","start":77.884995,"end":78.384995,"confidence":0.99902344,"punctuated_word":"invoice","sentiment":"negative","sentiment_score":-0.3649373948574066},{"word":"been","start":78.445,"end":78.685,"confidence":0.9248047,"punctuated_word":"been","sentiment":"negative","sentiment_score":-0.4238718152046203},{"word":"sent","start":78.685,"end":78.924995,"confidence":0.9975586,"punctuated_word":"sent.","sentiment":"neutral","sentiment_score":-0.3224122226238251},{"word":"it's","start":78.924995,"end":79.325,"confidence":0.9995117,"punctuated_word":"It's","sentiment":"neutral","sentiment_score":-0.28186750411987305},{"word":"a","start":79.325,"end":79.485,"confidence":0.98535156,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.2544823884963989},{"word":"billing","start":79.485,"end":79.965,"confidence":0.9980469,"punctuated_word":"billing","sentiment":"neutral","sentiment_score":-0.32250121235847473},{"word":"error","start":79.965,"end":80.284996,"confidence":1.0,"punctuated_word":"error","sentiment":"neutral","sentiment_score":-0.2717120945453644},{"word":"from","start":80.284996,"end":80.524994,"confidence":1.0,"punctuated_word":"from","sentiment":"neutral","sentiment_score":-0.2793160080909729},{"word":"our","start":80.524994,"end":80.765,"confidence":1.0,"punctuated_word":"our","sentiment":"neutral","sentiment_score":-0.2373771965503693},{"word":"system","start":80.765,"end":81.265,"confidence":0.9941406,"punctuated_word":"system.","sentiment":"neutral","sentiment_score":-0.22512272000312805},{"word":"so","start":82.57,"end":82.73,"confidence":0.99902344,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.025969570502638817},{"word":"as","start":82.73,"end":82.97,"confidence":0.6723633,"punctuated_word":"as","sentiment":"neutral","sentiment_score":0.03616916760802269},{"word":"of","start":82.97,"end":83.130005,"confidence":0.99902344,"punctuated_word":"of","sentiment":"neutral","sentiment_score":0.0349452942609787},{"word":"this","start":83.130005,"end":83.37,"confidence":1.0,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.03229442611336708},{"word":"moment","start":83.37,"end":83.850006,"confidence":0.9890137,"punctuated_word":"moment,","sentiment":"neutral","sentiment_score":0.04531582444906235},{"word":"it's","start":83.850006,"end":84.25,"confidence":1.0,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":0.04195172339677811},{"word":"been","start":84.25,"end":84.75,"confidence":0.99316406,"punctuated_word":"been","sentiment":"neutral","sentiment_score":0.06973716616630554},{"word":"corrected","start":84.810005,"end":85.310005,"confidence":0.9770508,"punctuated_word":"corrected.","sentiment":"neutral","sentiment_score":0.02202078327536583},{"word":"i've","start":85.770004,"end":86.01,"confidence":0.9980469,"punctuated_word":"I've","sentiment":"neutral","sentiment_score":0.05377636477351189},{"word":"also","start":86.01,"end":86.41,"confidence":1.0,"punctuated_word":"also","sentiment":"neutral","sentiment_score":0.03956958651542664},{"word":"sent","start":86.41,"end":86.91,"confidence":0.99902344,"punctuated_word":"sent","sentiment":"neutral","sentiment_score":0.02645423263311386},{"word":"the","start":87.05,"end":87.37,"confidence":0.95703125,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.04061644524335861},{"word":"rectified","start":87.37,"end":87.87,"confidence":0.9995117,"punctuated_word":"rectified","sentiment":"neutral","sentiment_score":0.033081598579883575},{"word":"invoice","start":88.01,"end":88.490005,"confidence":0.8137207,"punctuated_word":"invoice,","sentiment":"neutral","sentiment_score":0.03243337571620941},{"word":"the","start":88.490005,"end":88.73,"confidence":0.99902344,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.03927796706557274},{"word":"email","start":88.73,"end":89.05,"confidence":1.0,"punctuated_word":"email","sentiment":"neutral","sentiment_score":0.03647901862859726},{"word":"address","start":89.05,"end":89.450005,"confidence":1.0,"punctuated_word":"address","sentiment":"neutral","sentiment_score":0.02398066036403179},{"word":"we","start":89.450005,"end":89.61,"confidence":0.9921875,"punctuated_word":"we","sentiment":"neutral","sentiment_score":0.0237320140004158},{"word":"have","start":89.61,"end":89.770004,"confidence":0.99902344,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.026599332690238953},{"word":"on","start":89.770004,"end":89.93,"confidence":0.5805664,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.03741827607154846},{"word":"record","start":89.93,"end":90.43,"confidence":0.97802734,"punctuated_word":"record.","sentiment":"neutral","sentiment_score":0.02709479257464409},{"word":"it","start":90.97,"end":91.21,"confidence":1.0,"punctuated_word":"It","sentiment":"neutral","sentiment_score":0.03375780209898949},{"word":"does","start":91.21,"end":91.450005,"confidence":0.9980469,"punctuated_word":"does","sentiment":"neutral","sentiment_score":0.0380893275141716},{"word":"show","start":91.450005,"end":91.93,"confidence":0.9921875,"punctuated_word":"show","sentiment":"neutral","sentiment_score":0.01753965951502323},{"word":"$79.95","start":91.93,"end":93.770004,"confidence":0.9983724,"punctuated_word":"$79.95","sentiment":"neutral","sentiment_score":0.018391743302345276},{"word":"cents","start":93.770004,"end":94.270004,"confidence":0.99902344,"punctuated_word":"cents","sentiment":"neutral","sentiment_score":0.008288383483886719},{"word":"for","start":94.645004,"end":94.885,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.007439219392836094},{"word":"the","start":94.885,"end":94.965004,"confidence":0.99121094,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.0075274743139743805},{"word":"period","start":94.965004,"end":95.445,"confidence":0.9980469,"punctuated_word":"period","sentiment":"neutral","sentiment_score":0.011391040869057178},{"word":"of","start":95.445,"end":95.605,"confidence":0.99902344,"punctuated_word":"of","sentiment":"neutral","sentiment_score":0.013814294710755348},{"word":"october","start":95.605,"end":96.105,"confidence":0.99902344,"punctuated_word":"October.","sentiment":"neutral","sentiment_score":0.02611873671412468},{"word":"yeah","start":98.085,"end":98.585,"confidence":0.75341797,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.12790757417678833},{"word":"you're","start":100.405,"end":100.725,"confidence":0.9313965,"punctuated_word":"You're","sentiment":"positive","sentiment_score":0.35872945189476013},{"word":"most","start":100.725,"end":101.045,"confidence":1.0,"punctuated_word":"most","sentiment":"positive","sentiment_score":0.3613145351409912},{"word":"welcome","start":101.045,"end":101.525,"confidence":0.8557129,"punctuated_word":"welcome,","sentiment":"positive","sentiment_score":0.4800230860710144},{"word":"ma'am","start":101.525,"end":101.685,"confidence":0.9206543,"punctuated_word":"ma'am.","sentiment":"positive","sentiment_score":0.4436405897140503},{"word":"thank","start":101.685,"end":101.845,"confidence":0.99609375,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.4922555387020111},{"word":"you","start":101.845,"end":102.005,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.4584272801876068},{"word":"so","start":102.005,"end":102.165,"confidence":1.0,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.47916796803474426},{"word":"much","start":102.165,"end":102.405,"confidence":1.0,"punctuated_word":"much","sentiment":"positive","sentiment_score":0.5174112915992737},{"word":"for","start":102.405,"end":102.565,"confidence":1.0,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.5282317399978638},{"word":"answering","start":102.565,"end":103.045,"confidence":1.0,"punctuated_word":"answering","sentiment":"positive","sentiment_score":0.4362104237079621},{"word":"my","start":103.045,"end":103.205,"confidence":1.0,"punctuated_word":"my","sentiment":"positive","sentiment_score":0.4663123488426209},{"word":"phone","start":103.205,"end":103.525,"confidence":1.0,"punctuated_word":"phone","sentiment":"positive","sentiment_score":0.41986945271492},{"word":"call","start":103.525,"end":103.765,"confidence":0.99902344,"punctuated_word":"call.","sentiment":"positive","sentiment_score":0.43862318992614746},{"word":"if","start":103.765,"end":103.925,"confidence":1.0,"punctuated_word":"If","sentiment":"positive","sentiment_score":0.4116036891937256},{"word":"you","start":103.925,"end":104.005,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.2845195233821869},{"word":"have","start":104.005,"end":104.245,"confidence":1.0,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.2606853246688843},{"word":"any","start":104.245,"end":104.485,"confidence":1.0,"punctuated_word":"any","sentiment":"neutral","sentiment_score":0.2669138014316559},{"word":"further","start":104.485,"end":104.885,"confidence":1.0,"punctuated_word":"further","sentiment":"neutral","sentiment_score":0.23925402760505676},{"word":"questions","start":104.885,"end":105.385,"confidence":0.9770508,"punctuated_word":"questions,","sentiment":"neutral","sentiment_score":0.25882434844970703},{"word":"just","start":105.445,"end":105.765,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.2595221996307373},{"word":"call","start":105.765,"end":106.005,"confidence":1.0,"punctuated_word":"call","sentiment":"neutral","sentiment_score":0.25797799229621887},{"word":"us","start":106.005,"end":106.245,"confidence":1.0,"punctuated_word":"us","sentiment":"neutral","sentiment_score":0.2452411502599716},{"word":"back","start":106.245,"end":106.485,"confidence":0.9995117,"punctuated_word":"back.","sentiment":"neutral","sentiment_score":0.2544013559818268},{"word":"okay","start":106.485,"end":106.985,"confidence":0.99902344,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.19020037353038788},{"word":"it's","start":107.50088,"end":108.00088,"confidence":0.9975586,"punctuated_word":"It's","sentiment":"neutral","sentiment_score":0.23940888047218323},{"word":"been","start":108.380875,"end":108.54088,"confidence":0.8540039,"punctuated_word":"been","sentiment":"neutral","sentiment_score":0.17167098820209503},{"word":"changed","start":108.54088,"end":109.020874,"confidence":0.9560547,"punctuated_word":"changed.","sentiment":"neutral","sentiment_score":0.26060524582862854},{"word":"you're","start":109.020874,"end":109.34088,"confidence":0.9875488,"punctuated_word":"You're","sentiment":"neutral","sentiment_score":0.3132643699645996},{"word":"welcome","start":109.34088,"end":109.82088,"confidence":1.0,"punctuated_word":"welcome.","sentiment":"positive","sentiment_score":0.40756216645240784},{"word":"have","start":109.82088,"end":110.060875,"confidence":1.0,"punctuated_word":"Have","sentiment":"positive","sentiment_score":0.5341274738311768},{"word":"a","start":110.060875,"end":110.14088,"confidence":1.0,"punctuated_word":"a","sentiment":"positive","sentiment_score":0.5223877429962158},{"word":"good","start":110.14088,"end":110.380875,"confidence":1.0,"punctuated_word":"good","sentiment":"positive","sentiment_score":0.48124125599861145},{"word":"one","start":110.380875,"end":110.880875,"confidence":1.0,"punctuated_word":"one.","sentiment":"positive","sentiment_score":0.4406798481941223},{"word":"bye","start":112.700874,"end":112.94088,"confidence":0.6777344,"punctuated_word":"Bye","sentiment":"neutral","sentiment_score":0.1744590401649475},{"word":"bye","start":112.94088,"end":113.44088,"confidence":0.9975586,"punctuated_word":"bye.","sentiment":"neutral","sentiment_score":0.12149718403816225}],"paragraphs":{"transcript":"\nHi. Good afternoon. This is Airtel accounts. My name is Melissa. May I speak to Ella Marshall?\n\nOh, okay. I got it. So is her phone number ends in 336? That's me. Okay.\n\nPerfect. Thank you so much. I'll just go ahead and dial the other number. Oh, so Yeah. Yeah.\n\nSo you're the one who called in earlier, right, in reference? Okay. Okay. Anyway, I can go ahead and discuss this to you since we got your phone number on the account. Yeah.\n\nReason why I'm calling back is I would love to let you know that we've already modified the invoice. I'm so sorry for the incorrect invoice been sent. It's a billing error from our system. So as of this moment, it's been corrected. I've also sent the rectified invoice, the email address we have on record.\n\nIt does show $79.95 cents for the period of October. Yeah. You're most welcome, ma'am. Thank you so much for answering my phone call. If you have any further questions, just call us back.\n\nOkay? It's been changed. You're welcome. Have a good one. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":4.56,"end":4.7999997,"sentiment":"neutral","sentiment_score":0.06942674517631531},{"text":"Good afternoon.","start":4.7999997,"end":5.54,"sentiment":"neutral","sentiment_score":0.1635841578245163},{"text":"This is Airtel accounts.","start":5.6,"end":7.12,"sentiment":"neutral","sentiment_score":0.10132892429828644},{"text":"My name is Melissa.","start":7.12,"end":8.18,"sentiment":"neutral","sentiment_score":0.06687333900481462},{"text":"May I speak to Ella Marshall?","start":8.48,"end":10.42,"sentiment":"neutral","sentiment_score":0.0696249691148599}],"sentiment":"neutral","sentiment_score":0.08747964286628891,"num_words":17,"start":4.56,"end":10.42},{"sentences":[{"text":"Oh, okay.","start":18.605,"end":19.245,"sentiment":"neutral","sentiment_score":0.0063850057777017355},{"text":"I got it.","start":19.245,"end":20.225,"sentiment":"neutral","sentiment_score":0.00846882676705718},{"text":"So is her phone number ends in 336?","start":20.525,"end":24.945,"sentiment":"neutral","sentiment_score":0.004790842125657946},{"text":"That's me.","start":25.725,"end":26.545,"sentiment":"neutral","sentiment_score":0.027978683821856976},{"text":"Okay.","start":28.045,"end":28.445,"sentiment":"neutral","sentiment_score":0.16046983003616333}],"sentiment":"neutral","sentiment_score":0.01830815165885724,"num_words":16,"start":18.605,"end":28.445},{"sentences":[{"text":"Perfect.","start":28.445,"end":28.945,"sentiment":"positive","sentiment_score":0.44623517990112305},{"text":"Thank you so much.","start":29.06,"end":30.02,"sentiment":"positive","sentiment_score":0.6023994833230972},{"text":"I'll just go ahead and dial the other number.","start":30.02,"end":32.36,"sentiment":"neutral","sentiment_score":0.2409275687403149},{"text":"Oh, so Yeah.","start":56.075,"end":57.73,"sentiment":"neutral","sentiment_score":-0.03348036948591471},{"text":"Yeah.","start":57.73,"end":58.13,"sentiment":"neutral","sentiment_score":-0.009822016581892967}],"sentiment":"neutral","sentiment_score":0.27299545037870604,"num_words":18,"start":28.445,"end":58.13},{"sentences":[{"text":"So you're the one who called in earlier, right, in reference?","start":58.13,"end":61.19,"sentiment":"neutral","sentiment_score":-0.003921078010038896},{"text":"Okay.","start":62.61,"end":63.11,"sentiment":"neutral","sentiment_score":0.03248020261526108},{"text":"Okay.","start":63.25,"end":63.65,"sentiment":"neutral","sentiment_score":0.031148020178079605},{"text":"Anyway, I can go ahead and discuss this to you since we got your phone number on the account.","start":63.65,"end":69.27,"sentiment":"neutral","sentiment_score":0.06010120587521478},{"text":"Yeah.","start":69.884995,"end":70.125,"sentiment":"neutral","sentiment_score":-0.019639670848846436}],"sentiment":"neutral","sentiment_score":0.03462968501403476,"num_words":33,"start":58.13,"end":70.125},{"sentences":[{"text":"Reason why I'm calling back is I would love to let you know that we've already modified the invoice.","start":70.125,"end":76.125,"sentiment":"neutral","sentiment_score":-0.01583034721644301},{"text":"I'm so sorry for the incorrect invoice been sent.","start":76.125,"end":78.924995,"sentiment":"neutral","sentiment_score":-0.33002836174435085},{"text":"It's a billing error from our system.","start":78.924995,"end":81.265,"sentiment":"neutral","sentiment_score":-0.26748273202351164},{"text":"So as of this moment, it's been corrected.","start":82.57,"end":85.310005,"sentiment":"neutral","sentiment_score":0.03855049447156489},{"text":"I've also sent the rectified invoice, the email address we have on record.","start":85.770004,"end":90.43,"sentiment":"neutral","sentiment_score":0.03388566652742716}],"sentiment":"neutral","sentiment_score":-0.07847309564905507,"num_words":56,"start":70.125,"end":90.43},{"sentences":[{"text":"It does show $79.95 cents for the period of October.","start":90.97,"end":96.105,"sentiment":"neutral","sentiment_score":0.0182357681915164},{"text":"Yeah.","start":98.085,"end":98.585,"sentiment":"neutral","sentiment_score":0.12790757417678833},{"text":"You're most welcome, ma'am.","start":100.405,"end":101.685,"sentiment":"positive","sentiment_score":0.410926915705204},{"text":"Thank you so much for answering my phone call.","start":101.685,"end":103.765,"sentiment":"positive","sentiment_score":0.47072324819035},{"text":"If you have any further questions, just call us back.","start":103.765,"end":106.485,"sentiment":"neutral","sentiment_score":0.2738943412899971}],"sentiment":"neutral","sentiment_score":0.2626301636919379,"num_words":34,"start":90.97,"end":106.485},{"sentences":[{"text":"Okay?","start":106.485,"end":106.985,"sentiment":"neutral","sentiment_score":0.19020037353038788},{"text":"It's been changed.","start":107.50088,"end":109.020874,"sentiment":"neutral","sentiment_score":0.2238950381676356},{"text":"You're welcome.","start":109.020874,"end":109.82088,"sentiment":"positive","sentiment_score":0.3604132682085037},{"text":"Have a good one.","start":109.82088,"end":110.880875,"sentiment":"positive","sentiment_score":0.4946090802550316},{"text":"Bye bye.","start":112.700874,"end":113.44088,"sentiment":"neutral","sentiment_score":0.14797811210155487}],"sentiment":"neutral","sentiment_score":0.3214253808061282,"num_words":12,"start":106.485,"end":113.44088}]}}]},{"alternatives":[{"transcript":"Hello? Cameron speaking. Yeah. The account's under her name, but I set it up. Does that make sense? She's my partner. Yes. Correct. Hers hers does. Yep. Oh, okay. Righty o. I'm happy to try and fix it. I'll send everything out and whatnot. Basically, long story short is the Internet was off for three months while I was... Sorry. Three months, three weeks while I was away in Europe. And it only just got put back on last week, and we got charged a $150 for our incident bill. So I'm just a bit confused how that correlates, if that makes sense. Yes. Correct. Yeah. Yep. Yep. Oh, okay. Yep. Yep. Yep. Okay. Yep. Yep. Perfect. No. I appreciate that. Thanks for clarifying that. Perfect. Thank you very much. Thank you. Bye.","confidence":0.9760742,"words":[{"word":"hello","start":2.1599998,"end":2.56,"confidence":0.71728516,"punctuated_word":"Hello?","sentiment":"neutral","sentiment_score":0.01017923653125763},{"word":"cameron","start":2.56,"end":3.04,"confidence":0.95166016,"punctuated_word":"Cameron","sentiment":"neutral","sentiment_score":0.005635940469801426},{"word":"speaking","start":3.04,"end":3.54,"confidence":0.9641113,"punctuated_word":"speaking.","sentiment":"neutral","sentiment_score":0.012423117645084858},{"word":"yeah","start":11.679999,"end":12.0,"confidence":0.79003906,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.013796692714095116},{"word":"the","start":12.0,"end":12.16,"confidence":0.99609375,"punctuated_word":"The","sentiment":"neutral","sentiment_score":0.0024960702285170555},{"word":"account's","start":12.16,"end":12.559999,"confidence":0.8791504,"punctuated_word":"account's","sentiment":"neutral","sentiment_score":0.0057509951293468475},{"word":"under","start":12.559999,"end":12.96,"confidence":0.99902344,"punctuated_word":"under","sentiment":"neutral","sentiment_score":0.007172407582402229},{"word":"her","start":12.96,"end":13.28,"confidence":1.0,"punctuated_word":"her","sentiment":"neutral","sentiment_score":0.004384228959679604},{"word":"name","start":13.28,"end":13.78,"confidence":0.94677734,"punctuated_word":"name,","sentiment":"neutral","sentiment_score":0.002146311104297638},{"word":"but","start":13.865,"end":14.184999,"confidence":1.0,"punctuated_word":"but","sentiment":"neutral","sentiment_score":0.008425156585872173},{"word":"i","start":14.184999,"end":14.264999,"confidence":0.98828125,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.011836305260658264},{"word":"set","start":14.264999,"end":14.504999,"confidence":0.52783203,"punctuated_word":"set","sentiment":"neutral","sentiment_score":0.0135826813057065},{"word":"it","start":14.504999,"end":14.745,"confidence":0.98535156,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.02268955484032631},{"word":"up","start":14.745,"end":15.1449995,"confidence":0.70654297,"punctuated_word":"up.","sentiment":"neutral","sentiment_score":0.01192470919340849},{"word":"does","start":15.1449995,"end":15.385,"confidence":0.49267578,"punctuated_word":"Does","sentiment":"neutral","sentiment_score":0.01027983333915472},{"word":"that","start":15.385,"end":15.545,"confidence":0.9707031,"punctuated_word":"that","sentiment":"neutral","sentiment_score":0.020069168880581856},{"word":"make","start":15.545,"end":15.785,"confidence":0.7529297,"punctuated_word":"make","sentiment":"neutral","sentiment_score":0.008247832767665386},{"word":"sense","start":15.785,"end":16.025,"confidence":0.9255371,"punctuated_word":"sense?","sentiment":"neutral","sentiment_score":0.009957484900951384},{"word":"she's","start":16.025,"end":16.185,"confidence":0.9538574,"punctuated_word":"She's","sentiment":"neutral","sentiment_score":0.0006927141803316772},{"word":"my","start":16.185,"end":16.585,"confidence":0.8178711,"punctuated_word":"my","sentiment":"neutral","sentiment_score":-0.002728888764977455},{"word":"partner","start":16.585,"end":17.085,"confidence":0.96362305,"punctuated_word":"partner.","sentiment":"neutral","sentiment_score":0.00045051006600260735},{"word":"yes","start":25.224998,"end":25.544998,"confidence":0.99609375,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":0.02025582827627659},{"word":"correct","start":25.544998,"end":25.945,"confidence":0.99658203,"punctuated_word":"Correct.","sentiment":"neutral","sentiment_score":0.03492336720228195},{"word":"hers","start":25.945,"end":26.185,"confidence":0.7714844,"punctuated_word":"Hers","sentiment":"neutral","sentiment_score":0.018453555181622505},{"word":"hers","start":26.185,"end":26.505,"confidence":0.7626953,"punctuated_word":"hers","sentiment":"neutral","sentiment_score":0.019591260701417923},{"word":"does","start":26.505,"end":26.985,"confidence":0.99658203,"punctuated_word":"does.","sentiment":"neutral","sentiment_score":0.04268774390220642},{"word":"yep","start":26.985,"end":27.485,"confidence":0.9812012,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.07634788751602173},{"word":"oh","start":32.72,"end":32.88,"confidence":0.9851074,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.09203644096851347},{"word":"okay","start":32.88,"end":33.28,"confidence":0.9694824,"punctuated_word":"okay.","sentiment":"neutral","sentiment_score":0.07873090356588364},{"word":"righty","start":33.28,"end":33.6,"confidence":0.42053223,"punctuated_word":"Righty","sentiment":"neutral","sentiment_score":0.14684484899044037},{"word":"o","start":33.6,"end":33.92,"confidence":0.8796387,"punctuated_word":"o.","sentiment":"neutral","sentiment_score":0.14380136132240295},{"word":"i'm","start":33.92,"end":34.0,"confidence":0.99560547,"punctuated_word":"I'm","sentiment":"positive","sentiment_score":0.33695170283317566},{"word":"happy","start":34.0,"end":34.239998,"confidence":0.99121094,"punctuated_word":"happy","sentiment":"positive","sentiment_score":0.409753292798996},{"word":"to","start":34.239998,"end":34.4,"confidence":0.99902344,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.41776835918426514},{"word":"try","start":34.4,"end":34.64,"confidence":1.0,"punctuated_word":"try","sentiment":"positive","sentiment_score":0.461173415184021},{"word":"and","start":34.64,"end":34.72,"confidence":0.97998047,"punctuated_word":"and","sentiment":"positive","sentiment_score":0.3629060983657837},{"word":"fix","start":34.72,"end":34.96,"confidence":1.0,"punctuated_word":"fix","sentiment":"positive","sentiment_score":0.4516146779060364},{"word":"it","start":34.96,"end":35.46,"confidence":0.71520996,"punctuated_word":"it.","sentiment":"positive","sentiment_score":0.372303307056427},{"word":"i'll","start":36.239998,"end":36.48,"confidence":0.41149902,"punctuated_word":"I'll","sentiment":"neutral","sentiment_score":0.09997127950191498},{"word":"send","start":36.48,"end":36.72,"confidence":0.78125,"punctuated_word":"send","sentiment":"neutral","sentiment_score":0.06571490317583084},{"word":"everything","start":36.72,"end":37.12,"confidence":0.9038086,"punctuated_word":"everything","sentiment":"neutral","sentiment_score":0.06810124963521957},{"word":"out","start":37.12,"end":37.28,"confidence":0.5991211,"punctuated_word":"out","sentiment":"neutral","sentiment_score":0.06293962895870209},{"word":"and","start":37.28,"end":37.36,"confidence":0.60791016,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.060827355831861496},{"word":"whatnot","start":37.36,"end":37.86,"confidence":0.97753906,"punctuated_word":"whatnot.","sentiment":"neutral","sentiment_score":0.0981171727180481},{"word":"basically","start":38.72,"end":39.22,"confidence":0.90600586,"punctuated_word":"Basically,","sentiment":"neutral","sentiment_score":-0.0839027613401413},{"word":"long","start":39.28,"end":39.52,"confidence":0.87597656,"punctuated_word":"long","sentiment":"neutral","sentiment_score":-0.08804789185523987},{"word":"story","start":39.52,"end":39.84,"confidence":0.99121094,"punctuated_word":"story","sentiment":"neutral","sentiment_score":-0.07707859575748444},{"word":"short","start":39.84,"end":40.16,"confidence":0.9980469,"punctuated_word":"short","sentiment":"neutral","sentiment_score":-0.08664732426404953},{"word":"is","start":40.16,"end":40.66,"confidence":0.97998047,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.09668955951929092},{"word":"the","start":41.025,"end":41.185,"confidence":0.83935547,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.14683574438095093},{"word":"internet","start":41.185,"end":41.425,"confidence":0.86035156,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.14407041668891907},{"word":"was","start":41.425,"end":41.665,"confidence":0.99121094,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.17564965784549713},{"word":"off","start":41.665,"end":41.905,"confidence":0.95166016,"punctuated_word":"off","sentiment":"neutral","sentiment_score":-0.1108761429786682},{"word":"for","start":41.905,"end":42.145,"confidence":0.99121094,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.0968070700764656},{"word":"three","start":42.145,"end":42.385,"confidence":0.9980469,"punctuated_word":"three","sentiment":"neutral","sentiment_score":-0.09863492846488953},{"word":"months","start":42.385,"end":42.644997,"confidence":0.99609375,"punctuated_word":"months","sentiment":"neutral","sentiment_score":-0.0868416428565979},{"word":"while","start":42.644997,"end":42.905,"confidence":0.6347656,"punctuated_word":"while","sentiment":"neutral","sentiment_score":-0.08398259431123734},{"word":"i","start":42.905,"end":43.165,"confidence":0.38476562,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.08614225685596466},{"word":"was","start":43.165,"end":43.425,"confidence":0.22814941,"punctuated_word":"was...","sentiment":"neutral","sentiment_score":-0.07345215976238251},{"word":"sorry","start":43.425,"end":43.585,"confidence":0.54504395,"punctuated_word":"Sorry.","sentiment":"neutral","sentiment_score":-0.1213187724351883},{"word":"three","start":43.585,"end":43.825,"confidence":0.8496094,"punctuated_word":"Three","sentiment":"neutral","sentiment_score":-0.1305837780237198},{"word":"months","start":43.825,"end":43.985,"confidence":0.64941406,"punctuated_word":"months,","sentiment":"neutral","sentiment_score":-0.10034145414829254},{"word":"three","start":43.985,"end":44.145,"confidence":0.9970703,"punctuated_word":"three","sentiment":"neutral","sentiment_score":-0.12759274244308472},{"word":"weeks","start":44.145,"end":44.465,"confidence":0.9970703,"punctuated_word":"weeks","sentiment":"neutral","sentiment_score":-0.1160968691110611},{"word":"while","start":44.465,"end":44.545,"confidence":0.9194336,"punctuated_word":"while","sentiment":"neutral","sentiment_score":-0.1194387674331665},{"word":"i","start":44.545,"end":44.625,"confidence":0.8359375,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.162581667304039},{"word":"was","start":44.625,"end":44.785,"confidence":0.5097656,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.11719457805156708},{"word":"away","start":44.785,"end":45.105,"confidence":0.98535156,"punctuated_word":"away","sentiment":"neutral","sentiment_score":-0.08974108099937439},{"word":"in","start":45.105,"end":45.345,"confidence":0.9892578,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.13118267059326172},{"word":"europe","start":45.345,"end":45.845,"confidence":0.86035156,"punctuated_word":"Europe.","sentiment":"neutral","sentiment_score":-0.12751242518424988},{"word":"and","start":46.145,"end":46.645,"confidence":0.9941406,"punctuated_word":"And","sentiment":"neutral","sentiment_score":-0.1188482791185379},{"word":"it","start":46.864998,"end":47.025,"confidence":0.69189453,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.15224507451057434},{"word":"only","start":47.025,"end":47.265,"confidence":0.43579102,"punctuated_word":"only","sentiment":"neutral","sentiment_score":-0.1297910213470459},{"word":"just","start":47.265,"end":47.505,"confidence":0.12634277,"punctuated_word":"just","sentiment":"neutral","sentiment_score":-0.1417372226715088},{"word":"got","start":47.505,"end":47.825,"confidence":0.34838867,"punctuated_word":"got","sentiment":"neutral","sentiment_score":-0.15987832844257355},{"word":"put","start":47.825,"end":47.985,"confidence":0.9394531,"punctuated_word":"put","sentiment":"neutral","sentiment_score":-0.1275145709514618},{"word":"back","start":47.985,"end":48.225,"confidence":0.22912598,"punctuated_word":"back","sentiment":"neutral","sentiment_score":-0.1049594134092331},{"word":"on","start":48.225,"end":48.465,"confidence":0.9902344,"punctuated_word":"on","sentiment":"neutral","sentiment_score":-0.14081169664859772},{"word":"last","start":48.465,"end":48.785,"confidence":0.9560547,"punctuated_word":"last","sentiment":"neutral","sentiment_score":-0.1175701841711998},{"word":"week","start":48.785,"end":49.025,"confidence":0.88500977,"punctuated_word":"week,","sentiment":"neutral","sentiment_score":-0.12196648120880128},{"word":"and","start":49.025,"end":49.184998,"confidence":0.99609375,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.11888463795185088},{"word":"we","start":49.184998,"end":49.345,"confidence":1.0,"punctuated_word":"we","sentiment":"neutral","sentiment_score":-0.14671505987644196},{"word":"got","start":49.345,"end":49.505,"confidence":0.9760742,"punctuated_word":"got","sentiment":"neutral","sentiment_score":-0.2051621526479721},{"word":"charged","start":49.505,"end":49.825,"confidence":0.93115234,"punctuated_word":"charged","sentiment":"neutral","sentiment_score":-0.12568368017673492},{"word":"a","start":49.825,"end":49.905,"confidence":0.796875,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.1574588418006897},{"word":"$150","start":49.905,"end":51.125,"confidence":0.9899088,"punctuated_word":"$150","sentiment":"neutral","sentiment_score":-0.1783621907234192},{"word":"for","start":51.425,"end":51.585,"confidence":0.9482422,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.17267853021621704},{"word":"our","start":51.585,"end":52.085,"confidence":0.9873047,"punctuated_word":"our","sentiment":"neutral","sentiment_score":-0.18575045466423035},{"word":"incident","start":52.225,"end":52.725,"confidence":0.8496094,"punctuated_word":"incident","sentiment":"neutral","sentiment_score":-0.1225827783346176},{"word":"bill","start":52.785,"end":53.285,"confidence":0.9753418,"punctuated_word":"bill.","sentiment":"neutral","sentiment_score":-0.15109555423259735},{"word":"so","start":53.345,"end":53.585,"confidence":0.99902344,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.12855011224746704},{"word":"i'm","start":53.585,"end":53.665,"confidence":0.9560547,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.1841966211795807},{"word":"just","start":53.665,"end":53.825,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":-0.14513328671455383},{"word":"a","start":53.825,"end":53.985,"confidence":0.9902344,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.1568523347377777},{"word":"bit","start":53.985,"end":54.145,"confidence":0.99316406,"punctuated_word":"bit","sentiment":"neutral","sentiment_score":-0.1803871244192123},{"word":"confused","start":54.145,"end":54.545,"confidence":0.9980469,"punctuated_word":"confused","sentiment":"neutral","sentiment_score":-0.11922171711921692},{"word":"how","start":54.545,"end":54.785,"confidence":0.86865234,"punctuated_word":"how","sentiment":"neutral","sentiment_score":-0.14916953444480896},{"word":"that","start":54.785,"end":55.11,"confidence":0.99609375,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.12030626833438872},{"word":"correlates","start":55.59,"end":56.09,"confidence":0.6303711,"punctuated_word":"correlates,","sentiment":"neutral","sentiment_score":-0.1002868041396141},{"word":"if","start":56.15,"end":56.31,"confidence":0.8203125,"punctuated_word":"if","sentiment":"neutral","sentiment_score":-0.032926227897405624},{"word":"that","start":56.31,"end":56.47,"confidence":1.0,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.04000627249479294},{"word":"makes","start":56.47,"end":56.71,"confidence":0.8701172,"punctuated_word":"makes","sentiment":"neutral","sentiment_score":-0.030673697590827945},{"word":"sense","start":56.71,"end":57.21,"confidence":0.93603516,"punctuated_word":"sense.","sentiment":"neutral","sentiment_score":-0.05074536055326462},{"word":"yes","start":60.71,"end":61.03,"confidence":0.85668945,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":0.019024230539798737},{"word":"correct","start":61.03,"end":61.53,"confidence":0.9980469,"punctuated_word":"Correct.","sentiment":"neutral","sentiment_score":0.03039896860718727},{"word":"yeah","start":61.99,"end":62.23,"confidence":0.95825195,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.02947886846959591},{"word":"yep","start":62.23,"end":62.73,"confidence":0.9543457,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.035352014005184174},{"word":"yep","start":80.845,"end":81.345,"confidence":0.9812012,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":-0.01083905529230833},{"word":"oh","start":81.645004,"end":81.885,"confidence":0.9797363,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.00317513570189476},{"word":"okay","start":81.885,"end":82.365005,"confidence":0.9980469,"punctuated_word":"okay.","sentiment":"neutral","sentiment_score":0.011858483776450155},{"word":"yep","start":82.365005,"end":82.865005,"confidence":0.9785156,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.032931238412857056},{"word":"yep","start":86.07,"end":86.57,"confidence":0.9926758,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.03513215109705925},{"word":"yep","start":93.590004,"end":93.91,"confidence":0.98950195,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.009342174977064133},{"word":"okay","start":93.91,"end":94.41,"confidence":0.9921875,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.017544889822602272},{"word":"yep","start":94.630005,"end":95.130005,"confidence":0.9914551,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.017667967826128006},{"word":"yep","start":96.815,"end":97.215004,"confidence":0.9926758,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.05758568271994591},{"word":"perfect","start":97.215004,"end":97.715004,"confidence":0.9758301,"punctuated_word":"Perfect.","sentiment":"neutral","sentiment_score":0.12440267205238342},{"word":"no","start":97.775,"end":98.015,"confidence":0.9025879,"punctuated_word":"No.","sentiment":"neutral","sentiment_score":0.05543156713247299},{"word":"i","start":98.015,"end":98.095,"confidence":0.6503906,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.046083953231573105},{"word":"appreciate","start":98.095,"end":98.495,"confidence":0.9980469,"punctuated_word":"appreciate","sentiment":"neutral","sentiment_score":0.26813334226608276},{"word":"that","start":98.495,"end":98.735,"confidence":0.9995117,"punctuated_word":"that.","sentiment":"neutral","sentiment_score":0.19655027985572815},{"word":"thanks","start":98.735,"end":98.975,"confidence":0.99902344,"punctuated_word":"Thanks","sentiment":"positive","sentiment_score":0.3981021046638489},{"word":"for","start":98.975,"end":99.135,"confidence":0.9902344,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.46932315826416016},{"word":"clarifying","start":99.135,"end":99.615,"confidence":0.9946289,"punctuated_word":"clarifying","sentiment":"positive","sentiment_score":0.3905695974826813},{"word":"that","start":99.615,"end":100.115,"confidence":1.0,"punctuated_word":"that.","sentiment":"neutral","sentiment_score":0.3151705265045166},{"word":"perfect","start":107.135,"end":107.615,"confidence":0.99316406,"punctuated_word":"Perfect.","sentiment":"neutral","sentiment_score":0.2957882285118103},{"word":"thank","start":107.615,"end":107.775,"confidence":1.0,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.40173840522766113},{"word":"you","start":107.775,"end":107.935,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.4577918350696564},{"word":"very","start":107.935,"end":108.175,"confidence":1.0,"punctuated_word":"very","sentiment":"positive","sentiment_score":0.5018790364265442},{"word":"much","start":108.175,"end":108.675,"confidence":1.0,"punctuated_word":"much.","sentiment":"positive","sentiment_score":0.4279046058654785},{"word":"thank","start":111.54088,"end":111.780876,"confidence":0.9633789,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.4601319134235382},{"word":"you","start":111.780876,"end":112.020874,"confidence":0.9980469,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.4036671221256256},{"word":"bye","start":112.020874,"end":112.520874,"confidence":0.9951172,"punctuated_word":"Bye.","sentiment":"neutral","sentiment_score":0.23765608668327332}],"paragraphs":{"transcript":"\nHello? Cameron speaking. Yeah. The account's under her name, but I set it up. Does that make sense?\n\nShe's my partner. Yes. Correct. Hers hers does. Yep.\n\nOh, okay. Righty o. I'm happy to try and fix it. I'll send everything out and whatnot. Basically, long story short is the Internet was off for three months while I was...\n\nSorry. Three months, three weeks while I was away in Europe. And it only just got put back on last week, and we got charged a $150 for our incident bill. So I'm just a bit confused how that correlates, if that makes sense. Yes.\n\nCorrect. Yeah. Yep. Yep. Oh, okay.\n\nYep. Yep. Yep. Okay. Yep.\n\nYep. Perfect. No. I appreciate that. Thanks for clarifying that.\n\nPerfect. Thank you very much. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":2.1599998,"end":2.56,"sentiment":"neutral","sentiment_score":0.01017923653125763},{"text":"Cameron speaking.","start":2.56,"end":3.54,"sentiment":"neutral","sentiment_score":0.009029529057443142},{"text":"Yeah.","start":11.679999,"end":12.0,"sentiment":"neutral","sentiment_score":0.013796692714095116},{"text":"The account's under her name, but I set it up.","start":12.0,"end":15.1449995,"sentiment":"neutral","sentiment_score":0.00904084201902151},{"text":"Does that make sense?","start":15.1449995,"end":16.025,"sentiment":"neutral","sentiment_score":0.012138579972088337}],"sentiment":"neutral","sentiment_score":0.010055429302155972,"num_words":18,"start":2.1599998,"end":16.025},{"sentences":[{"text":"She's my partner.","start":16.025,"end":17.085,"sentiment":"neutral","sentiment_score":-0.0005285548395477235},{"text":"Yes.","start":25.224998,"end":25.544998,"sentiment":"neutral","sentiment_score":0.02025582827627659},{"text":"Correct.","start":25.544998,"end":25.945,"sentiment":"neutral","sentiment_score":0.03492336720228195},{"text":"Hers hers does.","start":25.945,"end":26.985,"sentiment":"neutral","sentiment_score":0.02691085326174895},{"text":"Yep.","start":26.985,"end":27.485,"sentiment":"neutral","sentiment_score":0.07634788751602173}],"sentiment":"neutral","sentiment_score":0.023408219806798216,"num_words":9,"start":16.025,"end":27.485},{"sentences":[{"text":"Oh, okay.","start":32.72,"end":33.28,"sentiment":"neutral","sentiment_score":0.08538367226719856},{"text":"Righty o.","start":33.28,"end":33.92,"sentiment":"neutral","sentiment_score":0.14532310515642166},{"text":"I'm happy to try and fix it.","start":33.92,"end":35.46,"sentiment":"positive","sentiment_score":0.40178155047552927},{"text":"I'll send everything out and whatnot.","start":36.239998,"end":37.86,"sentiment":"neutral","sentiment_score":0.07594526497026284},{"text":"Basically, long story short is the Internet was off for three months while I was...","start":38.72,"end":43.425,"sentiment":"neutral","sentiment_score":-0.10237724979718527}],"sentiment":"neutral","sentiment_score":0.06855928909499198,"num_words":32,"start":32.72,"end":43.425},{"sentences":[{"text":"Sorry.","start":43.425,"end":43.585,"sentiment":"neutral","sentiment_score":-0.1213187724351883},{"text":"Three months, three weeks while I was away in Europe.","start":43.585,"end":45.845,"sentiment":"neutral","sentiment_score":-0.12222660332918167},{"text":"And it only just got put back on last week, and we got charged a $150 for our incident bill.","start":46.145,"end":53.285,"sentiment":"neutral","sentiment_score":-0.14398480765521526},{"text":"So I'm just a bit confused how that correlates, if that makes sense.","start":53.345,"end":57.21,"sentiment":"neutral","sentiment_score":-0.11065041245176242},{"text":"Yes.","start":60.71,"end":61.03,"sentiment":"neutral","sentiment_score":0.019024230539798737}],"sentiment":"neutral","sentiment_score":-0.12539360200365385,"num_words":45,"start":43.425,"end":61.03},{"sentences":[{"text":"Correct.","start":61.03,"end":61.53,"sentiment":"neutral","sentiment_score":0.03039896860718727},{"text":"Yeah.","start":61.99,"end":62.23,"sentiment":"neutral","sentiment_score":0.02947886846959591},{"text":"Yep.","start":62.23,"end":62.73,"sentiment":"neutral","sentiment_score":0.035352014005184174},{"text":"Yep.","start":80.845,"end":81.345,"sentiment":"neutral","sentiment_score":-0.01083905529230833},{"text":"Oh, okay.","start":81.645004,"end":82.365005,"sentiment":"neutral","sentiment_score":0.007516809739172458}],"sentiment":"neutral","sentiment_score":0.016570735878000658,"num_words":6,"start":61.03,"end":82.365005},{"sentences":[{"text":"Yep.","start":82.365005,"end":82.865005,"sentiment":"neutral","sentiment_score":0.032931238412857056},{"text":"Yep.","start":86.07,"end":86.57,"sentiment":"neutral","sentiment_score":0.03513215109705925},{"text":"Yep.","start":93.590004,"end":93.91,"sentiment":"neutral","sentiment_score":0.009342174977064133},{"text":"Okay.","start":93.91,"end":94.41,"sentiment":"neutral","sentiment_score":0.017544889822602272},{"text":"Yep.","start":94.630005,"end":95.130005,"sentiment":"neutral","sentiment_score":0.017667967826128006}],"sentiment":"neutral","sentiment_score":0.022523684427142143,"num_words":5,"start":82.365005,"end":95.130005},{"sentences":[{"text":"Yep.","start":96.815,"end":97.215004,"sentiment":"neutral","sentiment_score":0.05758568271994591},{"text":"Perfect.","start":97.215004,"end":97.715004,"sentiment":"neutral","sentiment_score":0.12440267205238342},{"text":"No.","start":97.775,"end":98.015,"sentiment":"neutral","sentiment_score":0.05543156713247299},{"text":"I appreciate that.","start":98.015,"end":98.735,"sentiment":"neutral","sentiment_score":0.170255858451128},{"text":"Thanks for clarifying that.","start":98.735,"end":100.115,"sentiment":"positive","sentiment_score":0.3932913467288017}],"sentiment":"neutral","sentiment_score":0.23213528841733932,"num_words":10,"start":96.815,"end":100.115},{"sentences":[{"text":"Perfect.","start":107.135,"end":107.615,"sentiment":"neutral","sentiment_score":0.2957882285118103},{"text":"Thank you very much.","start":107.615,"end":108.675,"sentiment":"positive","sentiment_score":0.44732847064733505},{"text":"Thank you.","start":111.54088,"end":112.020874,"sentiment":"positive","sentiment_score":0.4318995177745819},{"text":"Bye.","start":112.020874,"end":112.520874,"sentiment":"neutral","sentiment_score":0.23765608668327332}],"sentiment":"positive","sentiment_score":0.39831965416669846,"num_words":8,"start":107.135,"end":112.520874}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello? Cameron speaking.\n\nChannel 0: Hi. Good afternoon. This is Airtel accounts. My name is Melissa. May I speak to Ella Marshall?\n\nChannel 1: Yeah. The account's under her name, but I set it up. Does that make sense? She's my partner.\n\nChannel 0: Oh, okay. I got it. So is her phone number ends in 336?\n\nChannel 1: Yes. Correct.\n\nChannel 0: That's\n\nChannel 1: Hers\n\nChannel 0: me.\n\nChannel 1: hers does. Yep.\n\nChannel 0: Okay. Perfect. Thank you so much. I'll just go ahead and dial the other number.\n\nChannel 1: Oh, okay. Righty o. I'm happy to try and fix it. I'll send everything out and whatnot. Basically, long story short is the Internet was off for three months while I was...\n\nSorry. Three months, three weeks while I was away in Europe. And it only just got put back on last week, and we got charged a $150 for our incident bill. So I'm just a bit confused how that correlates,\n\nChannel 0: Oh,\n\nChannel 1: if that\n\nChannel 0: so\n\nChannel 1: makes sense.\n\nChannel 0: Yeah. Yeah. So you're the one who called in earlier, right, in reference?\n\nChannel 1: Yes. Correct. Yeah. Yep.\n\nChannel 0: Okay. Okay. Anyway, I can go ahead and discuss this to you since we got your phone number on the account. Yeah. Reason why I'm calling back is I would love to let you know that we've already modified the invoice.\n\nI'm so sorry for the incorrect invoice been sent. It's a billing error from our system.\n\nChannel 1: Yep. Oh, okay. Yep.\n\nChannel 0: So as of this moment, it's been corrected. I've also\n\nChannel 1: Yep.\n\nChannel 0: sent the rectified invoice, the email address we have on record. It does show $79.95\n\nChannel 1: Yep.\n\nChannel 0: cents\n\nChannel 1: Okay. Yep.\n\nChannel 0: for the period of October.\n\nChannel 1: Yep. Perfect. No. I\n\nChannel 0: Yeah.\n\nChannel 1: appreciate that. Thanks for clarifying that.\n\nChannel 0: You're most welcome, ma'am. Thank you so much for answering my phone call. If you have any further questions, just call us back. Okay?\n\nChannel 1: Perfect.\n\nChannel 0: It's\n\nChannel 1: Thank you very much.\n\nChannel 0: been changed. You're welcome. Have a good one.\n\nChannel 1: Thank you. Bye.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":2.1599998,"end":2.56,"sentiment":"neutral","sentiment_score":0.01017923653125763},{"text":"Cameron speaking.","start":2.56,"end":3.54,"sentiment":"neutral","sentiment_score":0.009029529057443142}],"sentiment":"neutral","sentiment_score":0.009412764882047972,"channel":1,"num_words":3,"start":2.1599998,"end":3.54},{"sentences":[{"text":"Hi.","start":4.56,"end":4.7999997,"sentiment":"neutral","sentiment_score":0.06942674517631531},{"text":"Good afternoon.","start":4.7999997,"end":5.54,"sentiment":"neutral","sentiment_score":0.1635841578245163},{"text":"This is Airtel accounts.","start":5.6,"end":7.12,"sentiment":"neutral","sentiment_score":0.10132892429828644},{"text":"My name is Melissa.","start":7.12,"end":8.18,"sentiment":"neutral","sentiment_score":0.06687333900481462},{"text":"May I speak to Ella Marshall?","start":8.48,"end":10.42,"sentiment":"neutral","sentiment_score":0.0696249691148599}],"sentiment":"neutral","sentiment_score":0.08747964286628891,"channel":0,"num_words":17,"start":4.56,"end":10.42},{"sentences":[{"text":"Yeah.","start":11.679999,"end":12.0,"sentiment":"neutral","sentiment_score":0.013796692714095116},{"text":"The account's under her name, but I set it up.","start":12.0,"end":15.1449995,"sentiment":"neutral","sentiment_score":0.00904084201902151},{"text":"Does that make sense?","start":15.1449995,"end":16.025,"sentiment":"neutral","sentiment_score":0.012138579972088337},{"text":"She's my partner.","start":16.025,"end":17.085,"sentiment":"neutral","sentiment_score":-0.0005285548395477235}],"sentiment":"neutral","sentiment_score":0.008398542681890022,"channel":1,"num_words":18,"start":11.679999,"end":17.085},{"sentences":[{"text":"Oh, okay.","start":18.605,"end":19.245,"sentiment":"neutral","sentiment_score":0.0063850057777017355},{"text":"I got it.","start":19.245,"end":20.225,"sentiment":"neutral","sentiment_score":0.00846882676705718},{"text":"So is her phone number ends in 336?","start":20.525,"end":24.945,"sentiment":"neutral","sentiment_score":0.004790842125657946}],"sentiment":"neutral","sentiment_score":0.0058848637586029675,"channel":0,"num_words":13,"start":18.605,"end":24.945},{"sentences":[{"text":"Yes.","start":25.224998,"end":25.544998,"sentiment":"neutral","sentiment_score":0.02025582827627659},{"text":"Correct.","start":25.544998,"end":25.945,"sentiment":"neutral","sentiment_score":0.03492336720228195}],"sentiment":"neutral","sentiment_score":0.02758959773927927,"channel":1,"num_words":2,"start":25.224998,"end":25.945},{"sentences":[{"text":"That's","start":25.725,"end":26.045,"sentiment":"neutral","sentiment_score":0.030306607484817505}],"sentiment":"neutral","sentiment_score":0.030306607484817505,"channel":0,"num_words":1,"start":25.725,"end":26.045},{"sentences":[{"text":"Hers","start":25.945,"end":26.185,"sentiment":"neutral","sentiment_score":0.018453555181622505}],"sentiment":"neutral","sentiment_score":0.018453555181622505,"channel":1,"num_words":1,"start":25.945,"end":26.185},{"sentences":[{"text":"me.","start":26.045,"end":26.545,"sentiment":"neutral","sentiment_score":0.02565076015889645}],"sentiment":"neutral","sentiment_score":0.02565076015889645,"channel":0,"num_words":1,"start":26.045,"end":26.545},{"sentences":[{"text":"hers does.","start":26.185,"end":26.985,"sentiment":"neutral","sentiment_score":0.031139502301812172},{"text":"Yep.","start":26.985,"end":27.485,"sentiment":"neutral","sentiment_score":0.07634788751602173}],"sentiment":"neutral","sentiment_score":0.046208964039882026,"channel":1,"num_words":3,"start":26.185,"end":27.485},{"sentences":[{"text":"Okay.","start":28.045,"end":28.445,"sentiment":"neutral","sentiment_score":0.16046983003616333},{"text":"Perfect.","start":28.445,"end":28.945,"sentiment":"positive","sentiment_score":0.44623517990112305},{"text":"Thank you so much.","start":29.06,"end":30.02,"sentiment":"positive","sentiment_score":0.6023994833230972},{"text":"I'll just go ahead and dial the other number.","start":30.02,"end":32.36,"sentiment":"neutral","sentiment_score":0.2409275687403149}],"sentiment":"positive","sentiment_score":0.3456434041261673,"channel":0,"num_words":15,"start":28.045,"end":32.36},{"sentences":[{"text":"Oh, okay.","start":32.72,"end":33.28,"sentiment":"neutral","sentiment_score":0.08538367226719856},{"text":"Righty o.","start":33.28,"end":33.92,"sentiment":"neutral","sentiment_score":0.14532310515642166},{"text":"I'm happy to try and fix it.","start":33.92,"end":35.46,"sentiment":"positive","sentiment_score":0.40178155047552927},{"text":"I'll send everything out and whatnot.","start":36.239998,"end":37.86,"sentiment":"neutral","sentiment_score":0.07594526497026284},{"text":"Basically, long story short is the Internet was off for three months while I was...","start":38.72,"end":43.425,"sentiment":"neutral","sentiment_score":-0.10237724979718527}],"sentiment":"neutral","sentiment_score":0.06855928909499198,"channel":1,"num_words":32,"start":32.72,"end":43.425},{"sentences":[{"text":"Sorry.","start":43.425,"end":43.585,"sentiment":"neutral","sentiment_score":-0.1213187724351883},{"text":"Three months, three weeks while I was away in Europe.","start":43.585,"end":45.845,"sentiment":"neutral","sentiment_score":-0.12222660332918167},{"text":"And it only just got put back on last week, and we got charged a $150 for our incident bill.","start":46.145,"end":53.285,"sentiment":"neutral","sentiment_score":-0.14398480765521526},{"text":"So I'm just a bit confused how that correlates,","start":53.345,"end":56.09,"sentiment":"neutral","sentiment_score":-0.1426782003707356}],"sentiment":"neutral","sentiment_score":-0.13768461905419827,"channel":1,"num_words":40,"start":43.425,"end":56.09},{"sentences":[{"text":"Oh,","start":56.075,"end":56.315002,"sentiment":"neutral","sentiment_score":-0.04740343987941742}],"sentiment":"neutral","sentiment_score":-0.04740343987941742,"channel":0,"num_words":1,"start":56.075,"end":56.315002},{"sentences":[{"text":"if that","start":56.15,"end":56.47,"sentiment":"neutral","sentiment_score":-0.03646625019609928}],"sentiment":"neutral","sentiment_score":-0.03646625019609928,"channel":1,"num_words":2,"start":56.15,"end":56.47},{"sentences":[{"text":"so","start":56.315002,"end":56.815002,"sentiment":"neutral","sentiment_score":-0.03880032151937485}],"sentiment":"neutral","sentiment_score":-0.03880032151937485,"channel":0,"num_words":1,"start":56.315002,"end":56.815002},{"sentences":[{"text":"makes sense.","start":56.47,"end":57.21,"sentiment":"neutral","sentiment_score":-0.04070952907204628}],"sentiment":"neutral","sentiment_score":-0.04070952907204628,"channel":1,"num_words":2,"start":56.47,"end":57.21},{"sentences":[{"text":"Yeah.","start":57.57,"end":57.73,"sentiment":"neutral","sentiment_score":-0.014237347058951856},{"text":"Yeah.","start":57.73,"end":58.13,"sentiment":"neutral","sentiment_score":-0.009822016581892967},{"text":"So you're the one who called in earlier, right, in reference?","start":58.13,"end":61.19,"sentiment":"neutral","sentiment_score":-0.003921078010038896}],"sentiment":"neutral","sentiment_score":-0.005168555519328668,"channel":0,"num_words":13,"start":57.57,"end":61.19},{"sentences":[{"text":"Yes.","start":60.71,"end":61.03,"sentiment":"neutral","sentiment_score":0.019024230539798737},{"text":"Correct.","start":61.03,"end":61.53,"sentiment":"neutral","sentiment_score":0.03039896860718727},{"text":"Yeah.","start":61.99,"end":62.23,"sentiment":"neutral","sentiment_score":0.02947886846959591},{"text":"Yep.","start":62.23,"end":62.73,"sentiment":"neutral","sentiment_score":0.035352014005184174}],"sentiment":"neutral","sentiment_score":0.028563520405441523,"channel":1,"num_words":4,"start":60.71,"end":62.73},{"sentences":[{"text":"Okay.","start":62.61,"end":63.11,"sentiment":"neutral","sentiment_score":0.03248020261526108},{"text":"Okay.","start":63.25,"end":63.65,"sentiment":"neutral","sentiment_score":0.031148020178079605},{"text":"Anyway, I can go ahead and discuss this to you since we got your phone number on the account.","start":63.65,"end":69.27,"sentiment":"neutral","sentiment_score":0.06010120587521478},{"text":"Yeah.","start":69.884995,"end":70.125,"sentiment":"neutral","sentiment_score":-0.019639670848846436},{"text":"Reason why I'm calling back is I would love to let you know that we've already modified the invoice.","start":70.125,"end":76.125,"sentiment":"neutral","sentiment_score":-0.01583034721644301}],"sentiment":"neutral","sentiment_score":0.021588655279540434,"channel":0,"num_words":41,"start":62.61,"end":76.125},{"sentences":[{"text":"I'm so sorry for the incorrect invoice been sent.","start":76.125,"end":78.924995,"sentiment":"neutral","sentiment_score":-0.33002836174435085},{"text":"It's a billing error from our system.","start":78.924995,"end":81.265,"sentiment":"neutral","sentiment_score":-0.26748273202351164}],"sentiment":"neutral","sentiment_score":-0.3026646487414837,"channel":0,"num_words":16,"start":76.125,"end":81.265},{"sentences":[{"text":"Yep.","start":80.845,"end":81.345,"sentiment":"neutral","sentiment_score":-0.01083905529230833},{"text":"Oh, okay.","start":81.645004,"end":82.365005,"sentiment":"neutral","sentiment_score":0.007516809739172458},{"text":"Yep.","start":82.365005,"end":82.865005,"sentiment":"neutral","sentiment_score":0.032931238412857056}],"sentiment":"neutral","sentiment_score":0.00928145064972341,"channel":1,"num_words":4,"start":80.845,"end":82.865005},{"sentences":[{"text":"So as of this moment, it's been corrected.","start":82.57,"end":85.310005,"sentiment":"neutral","sentiment_score":0.03855049447156489},{"text":"I've also","start":85.770004,"end":86.41,"sentiment":"neutral","sentiment_score":0.04667297564446926}],"sentiment":"neutral","sentiment_score":0.04017499070614576,"channel":0,"num_words":10,"start":82.57,"end":86.41},{"sentences":[{"text":"Yep.","start":86.07,"end":86.57,"sentiment":"neutral","sentiment_score":0.03513215109705925}],"sentiment":"neutral","sentiment_score":0.03513215109705925,"channel":1,"num_words":1,"start":86.07,"end":86.57},{"sentences":[{"text":"sent the rectified invoice, the email address we have on record.","start":86.41,"end":90.43,"sentiment":"neutral","sentiment_score":0.0315607012334195},{"text":"It does show $79.95","start":90.97,"end":93.770004,"sentiment":"neutral","sentiment_score":0.0269446331076324}],"sentiment":"neutral","sentiment_score":0.03032974973320961,"channel":0,"num_words":15,"start":86.41,"end":93.770004},{"sentences":[{"text":"Yep.","start":93.590004,"end":93.91,"sentiment":"neutral","sentiment_score":0.009342174977064133}],"sentiment":"neutral","sentiment_score":0.009342174977064133,"channel":1,"num_words":1,"start":93.590004,"end":93.91},{"sentences":[{"text":"cents","start":93.770004,"end":94.270004,"sentiment":"neutral","sentiment_score":0.008288383483886719}],"sentiment":"neutral","sentiment_score":0.008288383483886719,"channel":0,"num_words":1,"start":93.770004,"end":94.270004},{"sentences":[{"text":"Okay.","start":93.91,"end":94.41,"sentiment":"neutral","sentiment_score":0.017544889822602272},{"text":"Yep.","start":94.630005,"end":95.130005,"sentiment":"neutral","sentiment_score":0.017667967826128006}],"sentiment":"neutral","sentiment_score":0.01760642882436514,"channel":1,"num_words":2,"start":93.91,"end":95.130005},{"sentences":[{"text":"for the period of October.","start":94.645004,"end":96.105,"sentiment":"neutral","sentiment_score":0.013258153200149536}],"sentiment":"neutral","sentiment_score":0.013258153200149536,"channel":0,"num_words":5,"start":94.645004,"end":96.105},{"sentences":[{"text":"Yep.","start":96.815,"end":97.215004,"sentiment":"neutral","sentiment_score":0.05758568271994591},{"text":"Perfect.","start":97.215004,"end":97.715004,"sentiment":"neutral","sentiment_score":0.12440267205238342},{"text":"No.","start":97.775,"end":98.015,"sentiment":"neutral","sentiment_score":0.05543156713247299},{"text":"I","start":98.015,"end":98.095,"sentiment":"neutral","sentiment_score":0.046083953231573105}],"sentiment":"neutral","sentiment_score":0.07087596878409386,"channel":1,"num_words":4,"start":96.815,"end":98.095},{"sentences":[{"text":"Yeah.","start":98.085,"end":98.585,"sentiment":"neutral","sentiment_score":0.12790757417678833}],"sentiment":"neutral","sentiment_score":0.12790757417678833,"channel":0,"num_words":1,"start":98.085,"end":98.585},{"sentences":[{"text":"appreciate that.","start":98.095,"end":98.735,"sentiment":"neutral","sentiment_score":0.23234181106090546},{"text":"Thanks for clarifying that.","start":98.735,"end":100.115,"sentiment":"positive","sentiment_score":0.3932913467288017}],"sentiment":"positive","sentiment_score":0.3396415015061696,"channel":1,"num_words":6,"start":98.095,"end":100.115},{"sentences":[{"text":"You're most welcome, ma'am.","start":100.405,"end":101.685,"sentiment":"positive","sentiment_score":0.410926915705204},{"text":"Thank you so much for answering my phone call.","start":101.685,"end":103.765,"sentiment":"positive","sentiment_score":0.47072324819035},{"text":"If you have any further questions, just call us back.","start":103.765,"end":106.485,"sentiment":"neutral","sentiment_score":0.2738943412899971},{"text":"Okay?","start":106.485,"end":106.985,"sentiment":"neutral","sentiment_score":0.19020037353038788}],"sentiment":"positive","sentiment_score":0.3670566951235135,"channel":0,"num_words":24,"start":100.405,"end":106.985},{"sentences":[{"text":"Perfect.","start":107.135,"end":107.615,"sentiment":"neutral","sentiment_score":0.2957882285118103}],"sentiment":"neutral","sentiment_score":0.2957882285118103,"channel":1,"num_words":1,"start":107.135,"end":107.615},{"sentences":[{"text":"It's","start":107.50088,"end":108.00088,"sentiment":"neutral","sentiment_score":0.23940888047218323}],"sentiment":"neutral","sentiment_score":0.23940888047218323,"channel":0,"num_words":1,"start":107.50088,"end":108.00088},{"sentences":[{"text":"Thank you very much.","start":107.615,"end":108.675,"sentiment":"positive","sentiment_score":0.44732847064733505}],"sentiment":"positive","sentiment_score":0.44732847064733505,"channel":1,"num_words":4,"start":107.615,"end":108.675},{"sentences":[{"text":"been changed.","start":108.380875,"end":109.020874,"sentiment":"neutral","sentiment_score":0.21613811701536179},{"text":"You're welcome.","start":109.020874,"end":109.82088,"sentiment":"positive","sentiment_score":0.3604132682085037},{"text":"Have a good one.","start":109.82088,"end":110.880875,"sentiment":"positive","sentiment_score":0.4946090802550316}],"sentiment":"positive","sentiment_score":0.39144238643348217,"channel":0,"num_words":8,"start":108.380875,"end":110.880875},{"sentences":[{"text":"Thank you.","start":111.54088,"end":112.020874,"sentiment":"positive","sentiment_score":0.4318995177745819},{"text":"Bye.","start":112.020874,"end":112.520874,"sentiment":"neutral","sentiment_score":0.23765608668327332}],"sentiment":"positive","sentiment_score":0.3671517074108124,"channel":1,"num_words":3,"start":111.54088,"end":112.520874},{"sentences":[{"text":"Bye bye.","start":112.700874,"end":113.44088,"sentiment":"neutral","sentiment_score":0.14797811210155487}],"sentiment":"neutral","sentiment_score":0.14797811210155487,"channel":0,"num_words":2,"start":112.700874,"end":113.44088}]},"summary":{"result":"success","short":"The customer, Ella Marshall, called Airtel accounts to discuss a billing error related to an incident bill. The representative, Melissa, informed Ella that the billing error was corrected and sent an email address on record. Ella confirmed the billing error and thanked Melissa for clarifying the situation."},"intents":{"segments":[{"text":"I'm happy to try and fix it. I'll send everything out and whatnot. Basically, long story short is the Internet was off for three months while I was... Sorry.","start_word":78,"end_word":106,"intents":[{"intent":"Fix internet problem","confidence_score":0.006785542}]}]},"sentiments":{"segments":[{"text":"Hello? Cameron speaking. Hi. Good afternoon. This is Airtel accounts. My name is Melissa. May I speak to Ella Marshall? Yeah. The account's under her name, but I set it up. Does that make sense? She's my partner. Oh, okay. I got it. So is her phone number ends in 336? Yes. Correct. That's Hers me. hers does. Yep. Okay.","start_word":0,"end_word":59,"sentiment":"neutral","sentiment_score":0.036695871502161026},{"text":"Perfect. Thank you so much.","start_word":60,"end_word":64,"sentiment":"positive","sentiment_score":0.5601873397827148},{"text":"I'll just go ahead and dial the other number. Oh, okay. Righty o.","start_word":65,"end_word":77,"sentiment":"neutral","sentiment_score":0.19216369092464447},{"text":"I'm happy to try and fix it.","start_word":78,"end_word":84,"sentiment":"positive","sentiment_score":0.38586774468421936},{"text":"I'll send everything out and whatnot. Basically, long story short is the Internet was off for three months while I was... Sorry. Three months, three weeks while I was away in Europe. And it only just got put back on last week, and we got charged a $150 for our incident bill. So I'm just a bit confused how that correlates, Oh, if that so makes sense. Yeah. Yeah. So you're the one who called in earlier, right, in reference? Yes. Correct. Yeah. Yep. Okay. Okay. Anyway, I can go ahead and discuss this to you since we got your phone number on the account. Yeah. Reason why I'm calling back is I would love to let you know that we've already modified the invoice. I'm so sorry for the incorrect invoice been sent. It's a billing error from our system. Yep. Oh, okay. Yep. So as of this moment, it's been corrected. I've also Yep. sent the rectified invoice, the email address we have on record. It does show $79.95 Yep. cents Okay. Yep. for the period of October. Yep. Perfect. No. I Yeah. appreciate that.","start_word":85,"end_word":271,"sentiment":"neutral","sentiment_score":-0.04035406932234764},{"text":"Thanks for clarifying that. You're most welcome, ma'am. Thank you so much for answering my phone call.","start_word":272,"end_word":288,"sentiment":"positive","sentiment_score":0.4279288351535797},{"text":"If you have any further questions, just call us back. Okay? Perfect.","start_word":289,"end_word":300,"sentiment":"neutral","sentiment_score":0.26400914788246155},{"text":"It's Thank you very much.","start_word":301,"end_word":305,"sentiment":"positive","sentiment_score":0.3669306635856629},{"text":"been changed.","start_word":306,"end_word":307,"sentiment":"neutral","sentiment_score":0.23096048831939697},{"text":"You're welcome. Have a good one. Thank you.","start_word":308,"end_word":315,"sentiment":"positive","sentiment_score":0.425991952419281},{"text":"Bye. Bye bye.","start_word":316,"end_word":318,"sentiment":"neutral","sentiment_score":0.193301260471344}],"average":{"sentiment":"neutral","sentiment_score":0.06513445803993627}}}}