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Sorry. Hey, Molly. This is Maddie. I'm just following up on a request for a Hydra that I sent through for the Melbourne Water application number.\n\nYes. Yes. Yeah. Sure. I'm calling from SWM Consulting, and we're doing a flood assessment for the owners of the property.\n\nYeah. It's definitely for the HydraGraft request. And I, yeah, had a chat last week, and we were supposed to get a response today. So I just wanted to check how that was going. No.\n\nSorry. Yeah. No. It definitely was. It was someone in customer service, and they just listed up their request, And they could see that there was a date for today to have a response.\n\nThank you. Sorry. I'll get better at remembering names. Last week. Who did the response go to?\n\nOkay. And the probably the hydrograph. Okay. So yep. I should call them to get it off then.\n\nOkay. Awesome. No. That's okay. Okay.\n\nIs that just for, like, in the future, what would be the best way for us to do it, I guess, so that it comes to us? Okay. If we yeah. So we put a request like that in. Would it be worse just, like, putting in the email?\n\nCan it be sent back to our email rather than the applicant email, or does it always have to go back to the applicant? Yeah. Yep. Yes. Okay.\n\nYep. Yeah. Okay. Yep. Okay.\n\nAlright. Perfect. Thank you for that. No. That's all good.\n\nThank you very much. You too. 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Your call will be recorded for quality and training purposes. If you do not want your call to be recorded, please advise the officer handling your inquiry. For more information about our privacy policy, press 9. Please select from the following option. To assist your call today, if you have an existing Melbourne Water reference number, enter it now, excluding letters and special characters followed by the hash key. Melbourne Water has recently made it easy for customers to apply for permits and obtain our development advice. Whether you need a flood certificate, predevelopment advice, stormwater management guide Welcome to Melbourne Water. You're speaking with Molly. How can I help you today? Mhmm. Okay. Yep. Looks like that one's come through, the reference sending in 222. Yeah. Easy. Do you mind if I ask a few questions about this one? Yeah. So were you a property owner or calling from a particular company? Okay. Alright. So you said you'd sent through an email to this application, was it, for that hydrograph, or was it part of the application? Or Okay. Great. And do you remember who you might have spoken with last week? No? No. Good. But it was as in do you think it was someone in customer service or maybe the case officer? Okay. Okay. Alrighty. Let me have a look. No. No. No. No stress at all. Just if you have the information on hand. It looks like a response letter for the application has been sent out on Wednesday. Just pulling that up now to take a look, though. When would you have had that conversation with someone in customer service? Last week. Alright. Any I'm just pulling up this one. Yes. So it would have gone to the applicant directly. So which I I don't they didn't list yourself or SWM Consulting on this one. So it would go on to their direct email. Yeah. Yeah. No. Exactly. It's definitely been sent out. It it'll just go on to their direct email, whoever applied. So, yes, would be worth giving them a call because, yeah, I I wouldn't be able to send it directly, unfortunately, but but they should be able to provide. Yeah. Yeah. Mhmm. Pardon? Sorry. I didn't quite catch that. Mhmm. When you're just after the HydraGres? Yeah. Well well, there's a few options. Either the the applicant can list your details when they apply. So they can list as many people as they want, and that's, you know, someone we can speak about about the app speak to the to about the application. Otherwise, you can just email our general, like, customer service inbox. So if you send that to inquiry at Melbourne Water, yeah, that's that is also a way to get that information. Yeah. Yeah. No worries. Anything else I can do for you? Okay. Great. Have a good weekend. Bye. Melbourne Water would appreciate some feedback about your experience today. There are three quick questions. Was your inquiry resolved today? Please press 1 for yes, 2 for no, or 3 for too early to 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to Melbourne Water's customer service center. Your call will be recorded for quality and training purposes. If you do not want your call to be recorded, please advise the officer handling your inquiry. For more information about our privacy policy, press 9. Please select from the following option.\n\nTo assist your call today, if you have an existing Melbourne Water reference number, enter it now, excluding letters and special characters followed by the hash key. Melbourne Water has recently made it easy for customers to apply for permits and obtain our development advice. Whether you need a flood certificate, predevelopment advice, stormwater management guide Welcome to Melbourne Water. You're speaking with Molly. How can I help you today?\n\nMhmm. Okay. Yep. Looks like that one's come through, the reference sending in 222. Yeah.\n\nEasy. Do you mind if I ask a few questions about this one? Yeah. So were you a property owner or calling from a particular company? Okay.\n\nAlright. So you said you'd sent through an email to this application, was it, for that hydrograph, or was it part of the application? Or Okay. Great. And do you remember who you might have spoken with last week?\n\nNo? No. Good. But it was as in do you think it was someone in customer service or maybe the case officer? Okay.\n\nOkay. Alrighty. Let me have a look. No. No.\n\nNo. No stress at all. Just if you have the information on hand. It looks like a response letter for the application has been sent out on Wednesday. Just pulling that up now to take a look, though.\n\nWhen would you have had that conversation with someone in customer service? Last week. Alright. Any I'm just pulling up this one. Yes.\n\nSo it would have gone to the applicant directly. So which I I don't they didn't list yourself or SWM Consulting on this one. So it would go on to their direct email. Yeah. Yeah.\n\nNo. Exactly. It's definitely been sent out. It it'll just go on to their direct email, whoever applied. So, yes, would be worth giving them a call because, yeah, I I wouldn't be able to send it directly, unfortunately, but but they should be able to provide.\n\nYeah. Yeah. Mhmm. Pardon? Sorry.\n\nI didn't quite catch that. Mhmm. When you're just after the HydraGres? Yeah. Well well, there's a few options.\n\nEither the the applicant can list your details when they apply. So they can list as many people as they want, and that's, you know, someone we can speak about about the app speak to the to about the application. Otherwise, you can just email our general, like, customer service inbox. So if you send that to inquiry at Melbourne Water, yeah, that's that is also a way to get that information. Yeah.\n\nYeah. No worries. Anything else I can do for you? Okay. Great.\n\nHave a good weekend. Bye. Melbourne Water would appreciate some feedback about your experience today. There are three quick questions. Was your inquiry resolved today?\n\nPlease press 1 for yes, 2 for no, or 3 for too early to tell.","paragraphs":[{"sentences":[{"text":"Welcome to Melbourne Water's customer service center.","start":0.24,"end":3.1399999,"sentiment":"neutral","sentiment_score":0.16413231300456183},{"text":"Your call will be recorded for quality and training purposes.","start":3.36,"end":6.42,"sentiment":"neutral","sentiment_score":-0.004639302473515272},{"text":"If you do not want your call to be recorded, please advise the officer handling your inquiry.","start":6.64,"end":11.3,"sentiment":"neutral","sentiment_score":-0.12875610721461914},{"text":"For more information about our privacy policy, press 9.","start":11.599999,"end":15.139999,"sentiment":"neutral","sentiment_score":-0.03398287979265054},{"text":"Please select from the following option.","start":17.255001,"end":19.755001,"sentiment":"neutral","sentiment_score":-0.020444779035945732}],"sentiment":"neutral","sentiment_score":-0.03091500507553621,"num_words":49,"start":0.24,"end":19.755001},{"sentences":[{"text":"To assist your call today, if you have an existing Melbourne Water reference number, enter it now, excluding letters and special characters followed by the hash key.","start":19.975,"end":29.115,"sentiment":"neutral","sentiment_score":0.047154888648677756},{"text":"Melbourne Water has recently made it easy for customers to apply for permits and obtain our development advice.","start":38.809998,"end":45.485,"sentiment":"positive","sentiment_score":0.48975670172108543},{"text":"Whether you need a flood certificate, predevelopment advice, stormwater management guide Welcome to Melbourne Water.","start":45.625,"end":53.305,"sentiment":"neutral","sentiment_score":0.21388056377569833},{"text":"You're speaking with Molly.","start":53.305,"end":54.185,"sentiment":"neutral","sentiment_score":0.25297363847494125},{"text":"How can I help you today?","start":54.185,"end":55.29,"sentiment":"neutral","sentiment_score":0.3105469197034836}],"sentiment":"neutral","sentiment_score":0.23103124504642827,"num_words":70,"start":19.975,"end":55.29},{"sentences":[{"text":"Mhmm.","start":63.05,"end":63.55,"sentiment":"neutral","sentiment_score":0.0510614812374115},{"text":"Okay.","start":66.65,"end":67.05,"sentiment":"neutral","sentiment_score":0.07433953881263733},{"text":"Yep.","start":67.05,"end":67.37,"sentiment":"neutral","sentiment_score":0.0842130109667778},{"text":"Looks like that one's come through, the reference sending in 222.","start":67.37,"end":70.695,"sentiment":"neutral","sentiment_score":0.08732617815787141},{"text":"Yeah.","start":73.735,"end":74.215,"sentiment":"neutral","sentiment_score":0.2167322337627411}],"sentiment":"neutral","sentiment_score":0.09246228163441023,"num_words":15,"start":63.05,"end":74.215},{"sentences":[{"text":"Easy.","start":74.215,"end":74.695,"sentiment":"neutral","sentiment_score":0.2511073350906372},{"text":"Do you mind if I ask a few questions about this one?","start":74.695,"end":76.875,"sentiment":"neutral","sentiment_score":0.044833242582778134},{"text":"Yeah.","start":79.415,"end":79.915,"sentiment":"neutral","sentiment_score":0.009426336735486984},{"text":"So were you a property owner or calling from a particular company?","start":80.135,"end":84.33,"sentiment":"neutral","sentiment_score":-0.012849983604003986},{"text":"Okay.","start":92.81,"end":93.130005,"sentiment":"neutral","sentiment_score":0.033865638077259064}],"sentiment":"neutral","sentiment_score":0.025118459912913817,"num_words":27,"start":74.215,"end":93.130005},{"sentences":[{"text":"Alright.","start":93.130005,"end":93.630005,"sentiment":"neutral","sentiment_score":0.042140893638134},{"text":"So you said you'd sent through an email to this application, was it, for that hydrograph, or was it part of the application?","start":94.25,"end":100.384995,"sentiment":"neutral","sentiment_score":-0.004978604513503935},{"text":"Or Okay.","start":100.384995,"end":113.81,"sentiment":"neutral","sentiment_score":0.1274749431759119},{"text":"Great.","start":113.81,"end":114.13,"sentiment":"positive","sentiment_score":0.510031521320343},{"text":"And do you remember who you might have spoken with last week?","start":114.13,"end":116.71,"sentiment":"neutral","sentiment_score":0.09607974874476592}],"sentiment":"neutral","sentiment_score":0.047322343139407724,"num_words":39,"start":93.130005,"end":116.71},{"sentences":[{"text":"No?","start":123.33,"end":123.65,"sentiment":"neutral","sentiment_score":-0.056574150919914246},{"text":"No.","start":123.65,"end":123.97,"sentiment":"neutral","sentiment_score":-0.10049626976251602},{"text":"Good.","start":123.97,"end":124.47,"sentiment":"neutral","sentiment_score":0.04365237057209015},{"text":"But it was as in do you think it was someone in customer service or maybe the case officer?","start":124.61,"end":129.385,"sentiment":"neutral","sentiment_score":-0.010746123073132415},{"text":"Okay.","start":133.045,"end":133.545,"sentiment":"neutral","sentiment_score":0.014544176869094372}],"sentiment":"neutral","sentiment_score":-0.013176096157859201,"num_words":23,"start":123.33,"end":133.545},{"sentences":[{"text":"Okay.","start":139.525,"end":139.925,"sentiment":"neutral","sentiment_score":0.05322322994470596},{"text":"Alrighty.","start":139.925,"end":140.425,"sentiment":"neutral","sentiment_score":0.097782701253891},{"text":"Let me have a look.","start":140.885,"end":141.9,"sentiment":"neutral","sentiment_score":0.10869211256504059},{"text":"No.","start":146.93999,"end":147.18,"sentiment":"neutral","sentiment_score":-0.05927577242255211},{"text":"No.","start":147.18,"end":147.34,"sentiment":"neutral","sentiment_score":-0.052885137498378754}],"sentiment":"neutral","sentiment_score":0.06470062045587434,"num_words":9,"start":139.525,"end":147.34},{"sentences":[{"text":"No.","start":147.34,"end":147.57999,"sentiment":"neutral","sentiment_score":-0.030537541955709457},{"text":"No stress at all.","start":147.57999,"end":148.37999,"sentiment":"neutral","sentiment_score":-0.020185994915664196},{"text":"Just if you have the information on hand.","start":148.37999,"end":150.31999,"sentiment":"neutral","sentiment_score":0.039581668097525835},{"text":"It looks like a response letter for the application has been sent out on Wednesday.","start":151.34,"end":156.72,"sentiment":"neutral","sentiment_score":0.06324612696965536},{"text":"Just pulling that up now to take a look, though.","start":157.26,"end":159.655,"sentiment":"neutral","sentiment_score":0.01235108394175768}],"sentiment":"neutral","sentiment_score":0.033620383345374934,"num_words":38,"start":147.34,"end":159.655},{"sentences":[{"text":"When would you have had that conversation with someone in customer service?","start":160.19499,"end":162.935,"sentiment":"neutral","sentiment_score":-0.010178577387705445},{"text":"Last week.","start":165.795,"end":166.355,"sentiment":"neutral","sentiment_score":-0.008739641401916742},{"text":"Alright.","start":166.355,"end":166.67499,"sentiment":"neutral","sentiment_score":0.005572653841227293},{"text":"Any I'm just pulling up this one.","start":166.67499,"end":170.28,"sentiment":"neutral","sentiment_score":-0.012079108373395034},{"text":"Yes.","start":174.2,"end":174.36,"sentiment":"neutral","sentiment_score":-0.009512830525636671}],"sentiment":"neutral","sentiment_score":-0.00991809333715102,"num_words":23,"start":160.19499,"end":174.36},{"sentences":[{"text":"So it would have gone to the applicant directly.","start":174.36,"end":176.45999,"sentiment":"neutral","sentiment_score":-0.04264989991982778},{"text":"So which I I don't they didn't list yourself or SWM Consulting on this one.","start":177.48,"end":184.305,"sentiment":"neutral","sentiment_score":-0.0906513974070549},{"text":"So it would go on to their direct email.","start":184.545,"end":186.805,"sentiment":"neutral","sentiment_score":-0.0524057944615682},{"text":"Yeah.","start":187.34499,"end":187.84499,"sentiment":"neutral","sentiment_score":-0.017815347760915756},{"text":"Yeah.","start":194.625,"end":195.105,"sentiment":"neutral","sentiment_score":-0.010751373134553432}],"sentiment":"neutral","sentiment_score":-0.06410968375525304,"num_words":35,"start":174.36,"end":195.105},{"sentences":[{"text":"No.","start":195.105,"end":195.34499,"sentiment":"neutral","sentiment_score":-0.05058196187019348},{"text":"Exactly.","start":195.34499,"end":195.745,"sentiment":"neutral","sentiment_score":-0.013167625293135645},{"text":"It's definitely been sent out.","start":195.745,"end":198.62,"sentiment":"neutral","sentiment_score":0.013839698769152165},{"text":"It it'll just go on to their direct email, whoever applied.","start":199.0,"end":202.06,"sentiment":"neutral","sentiment_score":-0.002761892085386948},{"text":"So, yes, would be worth giving them a call because, yeah, I I wouldn't be able to send it directly, unfortunately, but but they should be able to provide.","start":202.28,"end":209.31999,"sentiment":"neutral","sentiment_score":0.025294047105928946}],"sentiment":"neutral","sentiment_score":0.01507649914500244,"num_words":47,"start":195.105,"end":209.31999},{"sentences":[{"text":"Yeah.","start":209.31999,"end":209.81999,"sentiment":"neutral","sentiment_score":0.10930737107992172},{"text":"Yeah.","start":223.025,"end":223.065,"sentiment":"neutral","sentiment_score":0.014921444468200208},{"text":"Mhmm.","start":223.065,"end":223.105,"sentiment":"neutral","sentiment_score":-0.002215757267549634},{"text":"Pardon?","start":223.105,"end":223.14499,"sentiment":"neutral","sentiment_score":-0.04697646200656891},{"text":"Sorry.","start":223.14499,"end":223.185,"sentiment":"neutral","sentiment_score":-0.11832350492477416}],"sentiment":"neutral","sentiment_score":-0.008657381730154155,"num_words":5,"start":209.31999,"end":223.185},{"sentences":[{"text":"I didn't quite catch that.","start":223.185,"end":224.25,"sentiment":"neutral","sentiment_score":-0.1525275930762291},{"text":"Mhmm.","start":228.73,"end":229.23,"sentiment":"neutral","sentiment_score":-0.025226442143321037},{"text":"When you're just after the HydraGres?","start":238.09,"end":239.55,"sentiment":"neutral","sentiment_score":-0.014985183612831557},{"text":"Yeah.","start":242.585,"end":243.085,"sentiment":"neutral","sentiment_score":0.06672537326812744},{"text":"Well well, there's a few options.","start":244.185,"end":247.385,"sentiment":"neutral","sentiment_score":0.07342296962936719}],"sentiment":"neutral","sentiment_score":-0.019500648324059223,"num_words":19,"start":223.185,"end":247.385},{"sentences":[{"text":"Either the the applicant can list your details when they apply.","start":247.385,"end":250.445,"sentiment":"neutral","sentiment_score":0.05789140103892847},{"text":"So they can list as many people as they want, and that's, you know, someone we can speak about about the app speak to the to about the application.","start":250.985,"end":258.64,"sentiment":"neutral","sentiment_score":0.05084674182380068},{"text":"Otherwise, you can just email our general, like, customer service inbox.","start":259.34,"end":263.44,"sentiment":"neutral","sentiment_score":0.06629791449416768},{"text":"So if you send that to inquiry at Melbourne Water, yeah, that's that is also a way to get that information.","start":264.22,"end":272.005,"sentiment":"neutral","sentiment_score":0.07281466396082015},{"text":"Yeah.","start":275.665,"end":276.165,"sentiment":"positive","sentiment_score":0.424943745136261}],"sentiment":"neutral","sentiment_score":0.0656806804392844,"num_words":73,"start":247.385,"end":276.165},{"sentences":[{"text":"Yeah.","start":276.225,"end":276.465,"sentiment":"neutral","sentiment_score":0.25617319345474243},{"text":"No worries.","start":276.465,"end":276.865,"sentiment":"neutral","sentiment_score":0.2286853119730949},{"text":"Anything else I can do for you?","start":276.865,"end":278.405,"sentiment":"neutral","sentiment_score":0.2318022016968046},{"text":"Okay.","start":281.265,"end":281.665,"sentiment":"positive","sentiment_score":0.3976404070854187},{"text":"Great.","start":281.665,"end":281.905,"sentiment":"positive","sentiment_score":0.619734525680542}],"sentiment":"neutral","sentiment_score":0.2794611801703771,"num_words":12,"start":276.225,"end":281.905},{"sentences":[{"text":"Have a good weekend.","start":281.905,"end":282.805,"sentiment":"positive","sentiment_score":0.6169396042823792},{"text":"Bye.","start":285.6,"end":286.1,"sentiment":"neutral","sentiment_score":0.18550825119018555},{"text":"Melbourne Water would appreciate some feedback about your experience today.","start":287.6,"end":291.53998,"sentiment":"positive","sentiment_score":0.35992448031902313},{"text":"There are three quick questions.","start":291.84,"end":293.38,"sentiment":"neutral","sentiment_score":0.1250150978565216},{"text":"Was your inquiry resolved today?","start":294.63998,"end":296.66,"sentiment":"neutral","sentiment_score":0.0726045697927475}],"sentiment":"neutral","sentiment_score":0.2896243923902512,"num_words":25,"start":281.905,"end":296.66},{"sentences":[{"text":"Please press 1 for yes, 2 for no, or 3 for too early to tell.","start":296.96,"end":302.815,"sentiment":"neutral","sentiment_score":-0.08851156681776047}],"sentiment":"neutral","sentiment_score":-0.08851156681776047,"num_words":15,"start":296.96,"end":302.815}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to Melbourne Water's customer service center. Your call will be recorded for quality and training purposes. If you do not want your\n\nChannel 0: Did you\n\nChannel 1: call\n\nChannel 0: know?\n\nChannel 1: to be recorded, please\n\nChannel 0: Sorry.\n\nChannel 1: advise the officer handling your inquiry. For more information about our privacy policy, press 9. Please select from the following option. To assist your call today, if you have an existing Melbourne Water reference number, enter it now, excluding letters and special characters followed by the hash key. Melbourne Water has recently made it easy for customers to apply for permits and obtain our development advice.\n\nWhether you need a flood certificate, predevelopment advice, stormwater management guide Welcome to Melbourne Water. You're speaking with Molly. How can I help you today?\n\nChannel 0: Hey, Molly. This is Maddie. I'm just following up on a request for a Hydra that I sent through\n\nChannel 1: Mhmm.\n\nChannel 0: for the Melbourne Water application number.\n\nChannel 1: Okay. Yep. Looks like that one's come through, the reference sending in 222.\n\nChannel 0: Yes. Yes.\n\nChannel 1: Yeah. Easy. Do you mind if I ask a few questions about this one?\n\nChannel 0: Yeah. Sure.\n\nChannel 1: Yeah. So were you a property owner or calling from a particular company?\n\nChannel 0: I'm calling from SWM Consulting, and we're doing a flood assessment for the owners of the property.\n\nChannel 1: Okay. Alright. So you said you'd sent through an email to this application, was it, for that hydrograph, or was it part of the application? Or\n\nChannel 0: Yeah. It's definitely for the HydraGraft request. And I, yeah, had a chat last week, and we were supposed to get a response today. So I just wanted to check how that was going.\n\nChannel 1: Okay. Great. And do you remember who you might have spoken with last week?\n\nChannel 0: No. Sorry.\n\nChannel 1: No? No. Good. But it was as in do you think it was someone in customer service or maybe the case officer?\n\nChannel 0: Yeah. No. It definitely was. It was someone in customer service, and they just listed\n\nChannel 1: Okay.\n\nChannel 0: up their request, And they could see that there was a date for today to have a response.\n\nChannel 1: Okay. Alrighty. Let me have a look.\n\nChannel 0: Thank you. Sorry. I'll get better at remembering names.\n\nChannel 1: No. No. No. No stress at all. Just if you have the information on hand.\n\nIt looks like a response letter for the application has been sent out on Wednesday. Just pulling that up now to take a look, though. When would you have had that conversation with someone in customer service?\n\nChannel 0: Last week.\n\nChannel 1: Last week. Alright. Any I'm just pulling up this one.\n\nChannel 0: Who did the response go to?\n\nChannel 1: Yes. So it would have gone to the applicant directly. So which I I don't they didn't list yourself or SWM Consulting on this one. So it would go on to their direct email. Yeah.\n\nChannel 0: Okay. And the probably the hydrograph. Okay. So yep. I should call them to get it off then.\n\nChannel 1: Yeah. No. Exactly. It's definitely been sent out. It it'll just go on to\n\nChannel 0: Okay.\n\nChannel 1: their direct email, whoever applied. So, yes, would be worth giving them a call because, yeah, I I wouldn't be able to send it directly,\n\nChannel 0: Awesome.\n\nChannel 1: unfortunately, but but\n\nChannel 0: No.\n\nChannel 1: they\n\nChannel 0: That's\n\nChannel 1: should\n\nChannel 0: okay.\n\nChannel 1: be able to provide. Yeah.\n\nChannel 0: Okay. Is that just for, like, in the future, what would be the best way for us to do it, I guess, so that it comes to us?\n\nChannel 1: Yeah. Mhmm. Pardon? Sorry. I didn't quite catch that.\n\nChannel 0: Okay. If we yeah. So we put a request like that in.\n\nChannel 1: Mhmm.\n\nChannel 0: Would it be worse just, like, putting in the email? Can it be sent back to our email rather than the applicant email, or does it always have to go back to the applicant?\n\nChannel 1: When you're just after the HydraGres?\n\nChannel 0: Yeah. Yep.\n\nChannel 1: Yeah. Well well, there's a few options. Either the the applicant can list your details when they apply. So they can list as many\n\nChannel 0: Yes.\n\nChannel 1: people\n\nChannel 0: Okay.\n\nChannel 1: as they want, and that's, you know, someone we can speak about about the app speak to the to about the application.\n\nChannel 0: Yep.\n\nChannel 1: Otherwise, you can just email our general, like, customer service inbox. So if you send that\n\nChannel 0: Yeah.\n\nChannel 1: to\n\nChannel 0: Okay.\n\nChannel 1: inquiry at Melbourne Water, yeah, that's that\n\nChannel 0: Yep.\n\nChannel 1: is also a way to get that information.\n\nChannel 0: Okay. Alright. Perfect. Thank you for\n\nChannel 1: Yeah. Yeah. No worries. Anything else I can do for you?\n\nChannel 0: that. No. That's all good. Thank you very much.\n\nChannel 1: Okay. Great. Have a good weekend.\n\nChannel 0: You too. Bye.\n\nChannel 1: Bye. Melbourne Water would appreciate some feedback about your experience today. There are three quick questions. Was your inquiry resolved today? Please press 1 for yes, 2 for no, or 3 for too early to tell.","paragraphs":[{"sentences":[{"text":"Welcome to Melbourne Water's customer service center.","start":0.24,"end":3.1399999,"sentiment":"neutral","sentiment_score":0.16413231300456183},{"text":"Your call will be recorded for quality and training purposes.","start":3.36,"end":6.42,"sentiment":"neutral","sentiment_score":-0.004639302473515272},{"text":"If you do not want your","start":6.64,"end":7.68,"sentiment":"neutral","sentiment_score":-0.07715779294570287}],"sentiment":"neutral","sentiment_score":0.027808104722720127,"channel":1,"num_words":23,"start":0.24,"end":7.68},{"sentences":[{"text":"Did you","start":7.52,"end":7.68,"sentiment":"neutral","sentiment_score":-0.07077936083078384}],"sentiment":"neutral","sentiment_score":-0.07077936083078384,"channel":0,"num_words":2,"start":7.52,"end":7.68},{"sentences":[{"text":"call","start":7.68,"end":7.9199996,"sentiment":"neutral","sentiment_score":-0.06931019574403763}],"sentiment":"neutral","sentiment_score":-0.06931019574403763,"channel":1,"num_words":1,"start":7.68,"end":7.9199996},{"sentences":[{"text":"know?","start":7.68,"end":8.18,"sentiment":"neutral","sentiment_score":-0.06619549542665482}],"sentiment":"neutral","sentiment_score":-0.06619549542665482,"channel":0,"num_words":1,"start":7.68,"end":8.18},{"sentences":[{"text":"to be recorded, please","start":7.9199996,"end":9.2,"sentiment":"neutral","sentiment_score":-0.09393426775932312}],"sentiment":"neutral","sentiment_score":-0.09393426775932312,"channel":1,"num_words":4,"start":7.9199996,"end":9.2},{"sentences":[{"text":"Sorry.","start":8.96,"end":9.46,"sentiment":"neutral","sentiment_score":-0.2499590367078781}],"sentiment":"neutral","sentiment_score":-0.2499590367078781,"channel":0,"num_words":1,"start":8.96,"end":9.46},{"sentences":[{"text":"advise the officer handling your inquiry.","start":9.2,"end":11.3,"sentiment":"neutral","sentiment_score":-0.213476633032163},{"text":"For more information about our privacy policy, press 9.","start":11.599999,"end":15.139999,"sentiment":"neutral","sentiment_score":-0.03398287979265054},{"text":"Please select from the following option.","start":17.255001,"end":19.755001,"sentiment":"neutral","sentiment_score":-0.020444779035945732},{"text":"To assist your call today, if you have an existing Melbourne Water reference number, enter it now, excluding letters and special characters followed by the hash key.","start":19.975,"end":29.115,"sentiment":"neutral","sentiment_score":0.047154888648677756},{"text":"Melbourne Water has recently made it easy for customers to apply for permits and obtain our development advice.","start":38.809998,"end":45.485,"sentiment":"positive","sentiment_score":0.48975670172108543}],"sentiment":"neutral","sentiment_score":0.12696103384774743,"channel":1,"num_words":66,"start":9.2,"end":45.485},{"sentences":[{"text":"Whether you need a flood certificate, predevelopment advice, stormwater management guide Welcome to Melbourne Water.","start":45.625,"end":53.305,"sentiment":"neutral","sentiment_score":0.21388056377569833},{"text":"You're speaking with Molly.","start":53.305,"end":54.185,"sentiment":"neutral","sentiment_score":0.25297363847494125},{"text":"How can I help you today?","start":54.185,"end":55.29,"sentiment":"neutral","sentiment_score":0.3105469197034836}],"sentiment":"neutral","sentiment_score":0.24333538115024567,"channel":1,"num_words":25,"start":45.625,"end":55.29},{"sentences":[{"text":"Hey, Molly.","start":56.7,"end":57.52,"sentiment":"neutral","sentiment_score":0.06171737611293793},{"text":"This is Maddie.","start":57.58,"end":58.38,"sentiment":"neutral","sentiment_score":0.05704710135857264},{"text":"I'm just following up on a request for a Hydra that I sent through","start":58.38,"end":62.480003,"sentiment":"neutral","sentiment_score":0.06280562494482313}],"sentiment":"neutral","sentiment_score":0.061781831869953556,"channel":0,"num_words":19,"start":56.7,"end":62.480003},{"sentences":[{"text":"Mhmm.","start":63.05,"end":63.55,"sentiment":"neutral","sentiment_score":0.0510614812374115}],"sentiment":"neutral","sentiment_score":0.0510614812374115,"channel":1,"num_words":1,"start":63.05,"end":63.55},{"sentences":[{"text":"for the Melbourne Water application number.","start":63.555,"end":65.415,"sentiment":"neutral","sentiment_score":0.05263426589469115}],"sentiment":"neutral","sentiment_score":0.05263426589469115,"channel":0,"num_words":6,"start":63.555,"end":65.415},{"sentences":[{"text":"Okay.","start":66.65,"end":67.05,"sentiment":"neutral","sentiment_score":0.07433953881263733},{"text":"Yep.","start":67.05,"end":67.37,"sentiment":"neutral","sentiment_score":0.0842130109667778},{"text":"Looks like that one's come through, the reference sending in 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you know, someone we can speak about about the app speak to the to about the application.","start":252.505,"end":258.64,"sentiment":"neutral","sentiment_score":0.054335069757970894}],"sentiment":"neutral","sentiment_score":0.054335069757970894,"channel":1,"num_words":22,"start":252.505,"end":258.64},{"sentences":[{"text":"Yep.","start":259.08002,"end":259.335,"sentiment":"neutral","sentiment_score":0.06361851096153259}],"sentiment":"neutral","sentiment_score":0.06361851096153259,"channel":0,"num_words":1,"start":259.08002,"end":259.335},{"sentences":[{"text":"Otherwise, you can just email our general, like, customer service inbox.","start":259.34,"end":263.44,"sentiment":"neutral","sentiment_score":0.06629791449416768},{"text":"So if you send 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for","start":275.06,"end":275.88,"sentiment":"positive","sentiment_score":0.5873212615648905}],"sentiment":"positive","sentiment_score":0.45518291493256885,"channel":0,"num_words":6,"start":273.495,"end":275.88},{"sentences":[{"text":"Yeah.","start":275.665,"end":276.165,"sentiment":"positive","sentiment_score":0.424943745136261},{"text":"Yeah.","start":276.225,"end":276.465,"sentiment":"neutral","sentiment_score":0.25617319345474243},{"text":"No worries.","start":276.465,"end":276.865,"sentiment":"neutral","sentiment_score":0.2286853119730949},{"text":"Anything else I can do for you?","start":276.865,"end":278.405,"sentiment":"neutral","sentiment_score":0.2318022016968046}],"sentiment":"neutral","sentiment_score":0.25100936131043866,"channel":1,"num_words":11,"start":275.665,"end":278.405},{"sentences":[{"text":"that.","start":279.06,"end":279.30002,"sentiment":"neutral","sentiment_score":0.15537726879119873},{"text":"No.","start":279.30002,"end":279.46002,"sentiment":"neutral","sentiment_score":0.16935507953166962},{"text":"That's all good.","start":279.46002,"end":280.1,"sentiment":"positive","sentiment_score":0.39890652894973755},{"text":"Thank you very much.","start":280.1,"end":281.0,"sentiment":"positive","sentiment_score":0.632256492972374}],"sentiment":"positive","sentiment_score":0.45005310078461963,"channel":0,"num_words":9,"start":279.06,"end":281.0},{"sentences":[{"text":"Okay.","start":281.265,"end":281.665,"sentiment":"positive","sentiment_score":0.3976404070854187},{"text":"Great.","start":281.665,"end":281.905,"sentiment":"positive","sentiment_score":0.619734525680542},{"text":"Have a good weekend.","start":281.905,"end":282.805,"sentiment":"positive","sentiment_score":0.6169396042823792}],"sentiment":"positive","sentiment_score":0.5808555583159128,"channel":1,"num_words":6,"start":281.265,"end":282.805},{"sentences":[{"text":"You too.","start":284.1,"end":284.66,"sentiment":"positive","sentiment_score":0.3449505716562271},{"text":"Bye.","start":284.66,"end":285.16,"sentiment":"neutral","sentiment_score":0.21837911009788513}],"sentiment":"neutral","sentiment_score":0.3027600844701131,"channel":0,"num_words":3,"start":284.1,"end":285.16},{"sentences":[{"text":"Bye.","start":285.6,"end":286.1,"sentiment":"neutral","sentiment_score":0.18550825119018555},{"text":"Melbourne Water would appreciate some feedback about your experience today.","start":287.6,"end":291.53998,"sentiment":"positive","sentiment_score":0.35992448031902313},{"text":"There are three quick questions.","start":291.84,"end":293.38,"sentiment":"neutral","sentiment_score":0.1250150978565216},{"text":"Was your inquiry resolved today?","start":294.63998,"end":296.66,"sentiment":"neutral","sentiment_score":0.0726045697927475},{"text":"Please press 1 for yes, 2 for no, or 3 for too early to tell.","start":296.96,"end":302.815,"sentiment":"neutral","sentiment_score":-0.08851156681776047}],"sentiment":"neutral","sentiment_score":0.0956993858433432,"channel":1,"num_words":36,"start":285.6,"end":302.815}]},"summary":{"result":"success","short":"A customer service representative from Melbourne Water answers a call from a caller who is following up on a flood certification request. The caller provides the reference number and explains that they are doing a flood assessment for property owners. The representative asks for the caller's information and suggests that the caller can either send a response letter or email the general customer service inbox for more information. The call ends with the representative thanking the caller for their experience and asking three quick questions."},"intents":{"segments":[{"text":"To assist your call today, if you have an existing Melbourne Water reference number, enter it now, excluding letters and special characters followed by the hash key.","start_word":53,"end_word":79,"intents":[{"intent":"Assist call","confidence_score":0.0489535}]},{"text":"Do you mind if I ask a few questions about this one? Yeah. Sure.","start_word":166,"end_word":179,"intents":[{"intent":"Answer questions","confidence_score":0.047109626}]},{"text":"So you said you'd sent through an email to this application, was it, for that hydrograph, or was it part of the application? Or Yeah.","start_word":212,"end_word":236,"intents":[{"intent":"Request hydrograph","confidence_score":0.19494171}]},{"text":"It's definitely for the HydraGraft request. And I, yeah, had a chat last week, and we were supposed to get a response today.","start_word":237,"end_word":259,"intents":[{"intent":"Provide response","confidence_score":0.04019308}]},{"text":"So I just wanted to check how that was going. Okay.","start_word":261,"end_word":271,"intents":[{"intent":"Check status","confidence_score":0.56740963}]},{"text":"It was someone in customer service, and they just listed Okay. up their request, And they could see that there was a date for today to have a response. Okay.","start_word":313,"end_word":342,"intents":[{"intent":"Provide response","confidence_score":0.0074199224}]},{"text":"It looks like a response letter for the application has been sent out on Wednesday.","start_word":373,"end_word":387,"intents":[{"intent":"Clarify response letter","confidence_score":0.0017280824},{"intent":"Send response letter","confidence_score":0.065188624}]},{"text":"When would you have had that conversation with someone in customer service? Last week.","start_word":398,"end_word":411,"intents":[{"intent":"Request contact from customer service","confidence_score":0.00013433848}]},{"text":"So it would have gone to the applicant directly. So which I I don't they didn't list yourself or SWM Consulting on this one. So it would go on to their direct email. Yeah.","start_word":429,"end_word":462,"intents":[{"intent":"Confirm contact information","confidence_score":0.012052365}]},{"text":"they That's should okay. be able to provide. Yeah.","start_word":527,"end_word":535,"intents":[{"intent":"Call callback","confidence_score":1.9532608e-8}]},{"text":"Can it be sent back to our email rather than the applicant email, or does it always have to go back to the applicant?","start_word":595,"end_word":618,"intents":[{"intent":"Check email","confidence_score":0.0013118892}]},{"text":"Well well, there's a few options. Either the the applicant can list your details when they apply. So they can list as many Yes.","start_word":628,"end_word":651,"intents":[{"intent":"Request details","confidence_score":0.0027033607},{"intent":"Suggest options","confidence_score":0.000044012886}]},{"text":"Thank you for Yeah. Yeah. No worries. Anything else I can do for you? that. No. That's all good. Thank you very much. Okay.","start_word":715,"end_word":738,"intents":[{"intent":"Express gratitude","confidence_score":0.053888097}]},{"text":"Anything else I can do for you? that.","start_word":722,"end_word":729,"intents":[{"intent":"Offer assistance","confidence_score":0.14842978}]},{"text":"Melbourne Water would appreciate some feedback about your experience today. There are three quick questions. Was your inquiry resolved today?","start_word":748,"end_word":767,"intents":[{"intent":"Ask questions","confidence_score":0.023983492}]}]},"sentiments":{"segments":[{"text":"Welcome to Melbourne Water's customer service center. Your call will be recorded for quality and training purposes. If you do not want Did your you know? call to be recorded, please Sorry. advise the officer handling your inquiry. For more information about our privacy policy, press 9. Please select from the following option. To assist your call today, if you have an existing Melbourne Water reference number, enter it now, excluding letters and special characters followed by the hash key.","start_word":0,"end_word":79,"sentiment":"neutral","sentiment_score":-0.00434039905667305},{"text":"Melbourne Water has recently made it easy for customers to apply for permits and obtain our development advice.","start_word":80,"end_word":97,"sentiment":"positive","sentiment_score":0.4880019128322602},{"text":"Whether you need a flood certificate, predevelopment advice, stormwater management guide Welcome to Melbourne Water. You're speaking with Molly. How can I help you today? Hey, Molly. This is Maddie. I'm just following up on a request for a Hydra that I sent through Mhmm. for the Melbourne Water application number. Okay. Yep. Looks like that one's come through, the reference sending in 222. Yes. Yes. Yeah. Easy. Do you mind if I ask a few questions about this one? Yeah. Sure. Yeah. So were you a property owner or calling from a particular company? I'm calling from SWM Consulting, and we're doing a flood assessment for the owners of the property. Okay. Alright. So you said you'd sent through an email to this application, was it, for that hydrograph, or was it part of the application? Or Yeah. It's definitely for the HydraGraft request. And I, yeah, had a chat last week, and we were supposed to get a response today. So I just wanted to check how that was going. Okay.","start_word":98,"end_word":270,"sentiment":"neutral","sentiment_score":0.08367581966984479},{"text":"Great.","start_word":271,"end_word":271,"sentiment":"positive","sentiment_score":0.510031521320343},{"text":"And do you remember who you might have spoken with last week? No. Sorry. No? No. Good. But it was as in do you think it was someone in customer service or maybe the case officer? Yeah. No. It definitely was. It was someone in customer service, and they just listed Okay. up their request, And they could see that there was a date for today to have a response. Okay. Alrighty. Let me have a look. Thank you. Sorry. I'll get better at remembering names. No. No. No. No stress at all. Just if you have the information on hand. It looks like a response letter for the application has been sent out on Wednesday. Just pulling that up now to take a look, though. When would you have had that conversation with someone in customer service? Last week. Last week. Alright. Any I'm just pulling up this one. Who did the response go to? Yes. So it would have gone to the applicant directly. So which I I don't they didn't list yourself or SWM Consulting on this one. So it would go on to their direct email. Yeah. Okay. And the probably the hydrograph. Okay. So yep. I should call them to get it off then. Yeah. No. Exactly. It's definitely been sent out. It it'll just go on to Okay. their direct email, whoever applied. So, yes, would be worth giving them a call because, yeah, I I wouldn't be able to send it directly, Awesome. unfortunately, but but No. they That's should okay. be able to provide. Yeah. Okay. Is that just for, like, in the future, what would be the best way for us to do it, I guess, so that it comes to us? Yeah. Mhmm. Pardon? Sorry. I didn't quite catch that. Okay. If we yeah. So we put a request like that in. Mhmm. Would it be worse just, like, putting in the email? Can it be sent back to our email rather than the applicant email, or does it always have to go back to the applicant? When you're just after the HydraGres? Yeah. Yep. Yeah. Well well, there's a few options. Either the the applicant can list your details when they apply. So they can list as many Yes. people Okay. as they want, and that's, you know, someone we can speak about about the app speak to the to about the application. Yep. Otherwise, you can just email our general, like, customer service inbox. So if you send that Yeah. to Okay. inquiry at Melbourne Water, yeah, that's that Yep. is also a way to get that information. Okay. Alright.","start_word":272,"end_word":713,"sentiment":"neutral","sentiment_score":0.0147371761389161},{"text":"Perfect. Thank you for Yeah.","start_word":714,"end_word":718,"sentiment":"positive","sentiment_score":0.5299480557441711},{"text":"Yeah. No worries. Anything else I can do for you? that. No.","start_word":719,"end_word":730,"sentiment":"neutral","sentiment_score":0.21824181079864505},{"text":"That's all good. Thank you very much. Okay. Great. Have a good weekend. You too.","start_word":731,"end_word":745,"sentiment":"positive","sentiment_score":0.5056771636009216},{"text":"Bye. Bye.","start_word":746,"end_word":747,"sentiment":"neutral","sentiment_score":0.20194368064403537},{"text":"Melbourne Water would appreciate some feedback about your experience today.","start_word":748,"end_word":757,"sentiment":"positive","sentiment_score":0.3657810986042022},{"text":"There are three quick questions. Was your inquiry resolved today? Please press 1 for yes, 2 for no, or 3 for too early to tell.","start_word":758,"end_word":782,"sentiment":"neutral","sentiment_score":-0.0008553877472877502}],"average":{"sentiment":"neutral","sentiment_score":0.05991423831266515}}}}