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work.","start":88.98,"end":90.68,"sentiment":"neutral","sentiment_score":-0.19379256367683412}],"sentiment":"neutral","sentiment_score":-0.1750410497188568,"channel":1,"num_words":6,"start":88.82,"end":90.68},{"sentences":[{"text":"Yeah.","start":91.88693,"end":92.12694,"sentiment":"neutral","sentiment_score":-0.09665186703205109},{"text":"The phone does not work because it's showing offline, but the Internet is still 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and how do you pay your bill?","start":97.80693,"end":100.20693,"sentiment":"neutral","sentiment_score":-0.05190785159356892},{"text":"Because we have not","start":100.20693,"end":102.466934,"sentiment":"neutral","sentiment_score":-0.20340895652770996}],"sentiment":"neutral","sentiment_score":-0.10240821990494926,"channel":0,"num_words":12,"start":97.80693,"end":102.466934}]},"summary":{"result":"success","short":"A customer calls Airtel to report an irritable account and is directed to a representative. The representative asks for the customer's name and reason for calling and explains that the account is still linked to an old address and still using VoIP. The representative also asks about the customer's internet service and how they pay their bill."},"intents":{"segments":[{"text":"This is Airtel accounts. Am I speaking to Con Barthales?","start_word":31,"end_word":40,"intents":[{"intent":"Confirm identity","confidence_score":0.057224758}]},{"text":"It's all about your Internet service. You're still residing to this address, 6 Double Shade Avenue, Epping, Victoria. Right? Yeah. Yeah.","start_word":81,"end_word":101,"intents":[{"intent":"Confirm phone issue","confidence_score":0.0014622033}]},{"text":"It's all about your Internet service. You're still residing to this address, 6 Double Shade Avenue, Epping, Victoria. Right? Yeah. Yeah. And you still has a Internet service connection from Airtel? Yeah. Okay.","start_word":81,"end_word":113,"intents":[{"intent":"Confirm internet service","confidence_score":0.029490527}]},{"text":"You're still residing to this address, 6 Double Shade Avenue, Epping, Victoria. Right? Yeah. Yeah.","start_word":87,"end_word":101,"intents":[{"intent":"Confirm location","confidence_score":0.07448816}]},{"text":"And how about because as per our record, you still have, like, the VoIP, the plan service for your phone number? Yeah.","start_word":114,"end_word":135,"intents":[{"intent":"Inquire about phone functionality","confidence_score":0.0024349361}]},{"text":"have and how do you pay your bill?","start_word":178,"end_word":185,"intents":[{"intent":"Ask about bill payment","confidence_score":0.11069023}]}]},"sentiments":{"segments":[{"text":"Hi. If you record your name and reason for calling, I'll see if this person is available.","start_word":0,"end_word":16,"sentiment":"neutral","sentiment_score":-0.06133527308702469},{"text":"This is irritable account.","start_word":17,"end_word":20,"sentiment":"negative","sentiment_score":-0.761761486530304},{"text":"Thanks. Please stay on the line. Hello? Hi. Good afternoon. This is Airtel accounts. Am I speaking to Con Barthales? Yes. Okay. How are you today?","start_word":21,"end_word":46,"sentiment":"neutral","sentiment_score":0.01603168435394764},{"text":"I'm not very good. I'm very sick. Oh, I'm so sorry to hear about that.","start_word":47,"end_word":61,"sentiment":"negative","sentiment_score":-0.5040513277053833},{"text":"Is this a good time to talk to you, or will I call you tomorrow? What what's the problem? It's all about your Internet service. You're still residing to this address, 6 Double Shade Avenue, Epping, Victoria. Right? Yeah. Yeah. And you still has a Internet service connection from Airtel? Yeah. Okay. And how about because as per our record, you still have, like, the VoIP, the plan service for your phone number? Yeah. You're still using that. Right? The phone doesn't Oh, I'm sorry. You caught up. work. The phone does not work. Yeah. The phone does not work because it's showing offline, but the Internet is still working. Right? Yes. You It still is. have and how do you pay your bill? Because we have not","start_word":62,"end_word":189,"sentiment":"neutral","sentiment_score":-0.06244564801454544}],"average":{"sentiment":"neutral","sentiment_score":-0.10900071047354436}}}}