{"metadata":{"transaction_key":"deprecated","request_id":"01a09d8a-631f-7ff1-923e-052e6ecf26c8","sha256":"7b320a9e7f26edcbb5302809ef49dec2dbe5e8738ae5e7f87678441d2e8445c4","created":"2026-09-14T01:31:29.821Z","duration":1029.3839,"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":1650,"output_tokens":114},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1745,"output_tokens":1749},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1745,"output_tokens":180}},"results":{"channels":[{"alternatives":[{"transcript":"Delayed delivery. Delayed delivery. 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Thank you for reaching out to Australia Post. You have contacted us at a busy time, so, unfortunately, you will experience longer than usual wait times. For fast updates, we recommend our customers visit our website at www.auspost.com.au or download our free app for quick, convenient tracking updates on your parcel. If you still wish to speak to one of our team members for additional support, we recommend you call back later today when there are usually shorter wait times, or utilize our interactive chatbot to guide you to the most suitable solution. Thank you for calling Australia Post, and we look forward to assisting you soon. Can you please tell me how we can assist you today? Can you please tell me how we can assist you today? If you are the receiver of this item, press 1. Or if you are the sender, please press 2. We can search for your trackable items based on your mobile phone number. Please enter your mobile number now, or press hash to skip. To continue, we need to collect some information. Do you have your tracking number available? Press 1 for yes or 2. Does this tracking number contain any letters of the alphabet? Press 1 for yes or 2 for no. Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash. Okay. Have I got this right? I heard okay. Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash. Okay. Have I got this right? I heard 99722336499201008320902. Press 1 for yes or 2 for no. I'm unable to find any recent updates, or your item may be untraceable. We deliver millions of letters and parcels every day. Without a tracking number, we're unable to locate your item. If you can obtain your tracking number, you can track your letter or parcel online at auspost.com.au/track. To return to the Australia Post main menu, press 1. If you would still like to speak to a customer service consultant, press 2. If you have no further inquiries, you can simply hang up. Are you calling about a domestic or an international item? Please hold while we transfer you to a customer service consultant. Good news. You don't have to wait on hold. Press 1 for a callback, and we'll save your place in the queue calling you when you reach the front. We'll try up to three times to call you back, or you can stay on the line to connect with the next available consultant. Stay in control of your deliveries using the AusPost app. Sign up for a collection point like a free twenty four seven parcel locker, and control your deliveries all from your mobile phone. Download now in the App Store or Google Play. Calling for an appointment? There's no need. We no longer take appointments for any post office services, including passports, ID services, and photos. All stores nationwide can now accept walk ins for any of the services they provide. Save time and head online to find your nearest post office offering the service you're looking for at ospost.com.au/locate. We deliver dogs fetch, and the two don't always mix. Learn how you can help protect your pets and your postie for a safe delivery at ospost.com.au/dogsafety. Can't wait to receive your parcel? The free AusPost app makes it easy for you to track your parcels, sign up for a collection point, and control your deliveries or from your mobile phone. Download now in the App Store or Google Play, and you'll be tracking your parcels in no time. Not going to be home for a parcel delivery? Not a problem. We can leave your parcel in a safe place so it's waiting for you when you get home. We call it a safe drop. If your parcel's eligible for safe drop and we have your contact details, we'll send you an email or SMS when your parcel's due for delivery. Simply let us know up to one hour before delivery if you'd like your parcel left in a safe place. To learn more, visit ospost.com.au/safejobs. Wondering why you haven't received a card about your pending delivery? To support our sustainability efforts, we're moving away from leaving physical cards after an attempted delivery. The best way to be notified of attempted deliveries or items awaiting collection is by downloading the Australia Post app, where you can choose to receive notifications by email, app, or SMS. Alternatively, please check for the latest tracking updates via the Australia Post website. Easily manage your deliveries in the AusPost app. With features like automatic tracking and two hour delivery windows, you'll always know where your parcel is. You can even set your delivery preferences, like a free twenty four seven parcel locker and redirect parcels if plans change. Download now in the App Store or Google Play. Parcel locker terms and conditions apply. Collection time limits apply. Redirect only available when the sender has included your email address or my post customer number in their shipping information. There are a variety of ways online attackers may attempt to gain your personal or financial information. Please be aware that Australia Post will never ask you to click on an email link to print off a label to redeem your package, Email or call you to ask for personal or financial information, including passwords, credit card details, or account information. To find out more about fraud and scams, head to our website, www.ospost.com.au, about us, about our site, online security scams, and fraud. We understand that sometimes your parcel might not be delivered as soon as you expect. Here are some tips on what to do. Firstly, check delivery times online to see when your item should be received. If it's still late, try confirming with the sender that the item was correctly addressed. If the article was sent using a tracked service, you can use our track your item tool to view its status. Sometimes it's good to check if an item is awaiting collection or a safe drop card has been left in your letterbox or under your door, letting you know that you have a parcel. If your item is missing and you need our help, submit a missing item inquiry online at ozpost.com.au/help-and-support. Not going to be home? With Australia Post, you can have your online shopping delivered to more than 4,000 collection points across Australia. It could be a participating post office of your choice using parcel collect, a free twenty four seven parcel locker location, or even your PO box. Simply sign up for a free MyPost account at auspost.com.au/mypost to register. Parcel locker collection time limits apply. Post office collect service only available at participating post offices. Not going to be home for a delivery? Collect your parcels from our free twenty four seven parcel locker locations. Here's how in three simple steps. Step one, download the AusPost app. Create a MyPost account, then add a parcel locker location convenient to you. Step two, when you shop online, choose the parcel locker address at checkout. Step three, you'll be notified once your parcel arrives. Simply use the access code provided to collect it. Find out more at ospost.com.au/parcellockers. Parcel locker terms and conditions apply. Collection time limit applies. Your call will be attended to as soon as possible. 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to Australia Post. Your call may be recorded or monitored for training and quality purposes and to improve our service offering. During the call, we may collect personal information. To understand how we handle your information, visit our website or press 7. Otherwise, please continue to hold.\n\nWe value your feedback. Please stay on the line at the end of this call as you may be asked to complete a one minute survey. Thank you for reaching out to Australia Post. You have contacted us at a busy time, so, unfortunately, you will experience longer than usual wait times. For fast updates, we recommend our customers visit our website at www.auspost.com.au or download our free app for quick, convenient tracking updates on your parcel.\n\nIf you still wish to speak to one of our team members for additional support, we recommend you call back later today when there are usually shorter wait times, or utilize our interactive chatbot to guide you to the most suitable solution. Thank you for calling Australia Post, and we look forward to assisting you soon. Can you please tell me how we can assist you today? Can you please tell me how we can assist you today? If you are the receiver of this item, press 1.\n\nOr if you are the sender, please press 2. We can search for your trackable items based on your mobile phone number. Please enter your mobile number now, or press hash to skip. To continue, we need to collect some information. Do you have your tracking number available?\n\nPress 1 for yes or 2. Does this tracking number contain any letters of the alphabet? Press 1 for yes or 2 for no. Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash. Okay.\n\nHave I got this right? I heard okay. Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash. Okay. Have I got this right?\n\nI heard 99722336499201008320902. Press 1 for yes or 2 for no. I'm unable to find any recent updates, or your item may be untraceable. We deliver millions of letters and parcels every day. Without a tracking number, we're unable to locate your item.\n\nIf you can obtain your tracking number, you can track your letter or parcel online at auspost.com.au/track. To return to the Australia Post main menu, press 1. If you would still like to speak to a customer service consultant, press 2. If you have no further inquiries, you can simply hang up. Are you calling about a domestic or an international item?\n\nPlease hold while we transfer you to a customer service consultant. Good news. You don't have to wait on hold. Press 1 for a callback, and we'll save your place in the queue calling you when you reach the front. We'll try up to three times to call you back, or you can stay on the line to connect with the next available consultant.\n\nStay in control of your deliveries using the AusPost app. Sign up for a collection point like a free twenty four seven parcel locker, and control your deliveries all from your mobile phone. Download now in the App Store or Google Play. Calling for an appointment? There's no need.\n\nWe no longer take appointments for any post office services, including passports, ID services, and photos. All stores nationwide can now accept walk ins for any of the services they provide. Save time and head online to find your nearest post office offering the service you're looking for at ospost.com.au/locate. We deliver dogs fetch, and the two don't always mix. Learn how you can help protect your pets and your postie for a safe delivery at ospost.com.au/dogsafety.\n\nCan't wait to receive your parcel? The free AusPost app makes it easy for you to track your parcels, sign up for a collection point, and control your deliveries or from your mobile phone. Download now in the App Store or Google Play, and you'll be tracking your parcels in no time. Not going to be home for a parcel delivery? Not a problem.\n\nWe can leave your parcel in a safe place so it's waiting for you when you get home. We call it a safe drop. If your parcel's eligible for safe drop and we have your contact details, we'll send you an email or SMS when your parcel's due for delivery. Simply let us know up to one hour before delivery if you'd like your parcel left in a safe place. To learn more, visit ospost.com.au/safejobs.\n\nWondering why you haven't received a card about your pending delivery? To support our sustainability efforts, we're moving away from leaving physical cards after an attempted delivery. The best way to be notified of attempted deliveries or items awaiting collection is by downloading the Australia Post app, where you can choose to receive notifications by email, app, or SMS. Alternatively, please check for the latest tracking updates via the Australia Post website. Easily manage your deliveries in the AusPost app.\n\nWith features like automatic tracking and two hour delivery windows, you'll always know where your parcel is. You can even set your delivery preferences, like a free twenty four seven parcel locker and redirect parcels if plans change. Download now in the App Store or Google Play. Parcel locker terms and conditions apply. Collection time limits apply.\n\nRedirect only available when the sender has included your email address or my post customer number in their shipping information. There are a variety of ways online attackers may attempt to gain your personal or financial information. Please be aware that Australia Post will never ask you to click on an email link to print off a label to redeem your package, Email or call you to ask for personal or financial information, including passwords, credit card details, or account information. To find out more about fraud and scams, head to our website, www.ospost.com.au, about us, about our site, online security scams, and fraud. We understand that sometimes your parcel might not be delivered as soon as you expect.\n\nHere are some tips on what to do. Firstly, check delivery times online to see when your item should be received. If it's still late, try confirming with the sender that the item was correctly addressed. If the article was sent using a tracked service, you can use our track your item tool to view its status. Sometimes it's good to check if an item is awaiting collection or a safe drop card has been left in your letterbox or under your door, letting you know that you have a parcel.\n\nIf your item is missing and you need our help, submit a missing item inquiry online at ozpost.com.au/help-and-support. Not going to be home? With Australia Post, you can have your online shopping delivered to more than 4,000 collection points across Australia. It could be a participating post office of your choice using parcel collect, a free twenty four seven parcel locker location, or even your PO box. Simply sign up for a free MyPost account at auspost.com.au/mypost to register.\n\nParcel locker collection time limits apply. Post office collect service only available at participating post offices. Not going to be home for a delivery? Collect your parcels from our free twenty four seven parcel locker locations. Here's how in three simple steps.\n\nStep one, download the AusPost app. Create a MyPost account, then add a parcel locker location convenient to you. Step two, when you shop online, choose the parcel locker address at checkout. Step three, you'll be notified once your parcel arrives. Simply use the access code provided to collect it.\n\nFind out more at ospost.com.au/parcellockers. Parcel locker terms and conditions apply. Collection time limit applies. Your call will be attended to as soon as possible. Thank you for your patience.","paragraphs":[{"sentences":[{"text":"Welcome to Australia Post.","start":1.1999999,"end":3.3799999,"sentiment":"neutral","sentiment_score":0.2495998814702034},{"text":"Your call may be recorded or monitored for training and quality purposes and to improve our service offering.","start":4.0,"end":10.74,"sentiment":"neutral","sentiment_score":0.12349353544414043},{"text":"During the call, we may collect personal information.","start":11.04,"end":13.62,"sentiment":"neutral","sentiment_score":0.0029541056137531996},{"text":"To understand how we handle your information, visit our website or press 7.","start":14.355,"end":19.414999,"sentiment":"neutral","sentiment_score":-0.0052382414444134785},{"text":"Otherwise, please continue to hold.","start":19.635,"end":21.974998,"sentiment":"neutral","sentiment_score":-0.046903736889362335}],"sentiment":"neutral","sentiment_score":0.061297920532524586,"num_words":48,"start":1.1999999,"end":21.974998},{"sentences":[{"text":"We value your feedback.","start":26.115,"end":27.575,"sentiment":"neutral","sentiment_score":0.10448567941784859},{"text":"Please stay on the line at the end of this call as you may be asked to complete a one minute survey.","start":28.03,"end":33.57,"sentiment":"neutral","sentiment_score":0.05276668291877617},{"text":"Thank you for reaching out to Australia Post.","start":34.510002,"end":37.25,"sentiment":"neutral","sentiment_score":0.325641717761755},{"text":"You have contacted us at a busy time, so, unfortunately, you will experience longer than usual wait times.","start":37.55,"end":43.934998,"sentiment":"negative","sentiment_score":-0.37065307464864516},{"text":"For fast updates, we recommend our customers visit our website at www.auspost.com.au or download our free app for quick, convenient tracking updates on your parcel.","start":44.475,"end":58.29,"sentiment":"neutral","sentiment_score":0.06592886120080949}],"sentiment":"neutral","sentiment_score":-0.01090377051528398,"num_words":77,"start":26.115,"end":58.29},{"sentences":[{"text":"If you still wish to speak to one of our team members for additional support, we recommend you call back later today when there are usually shorter wait times, or utilize our interactive chatbot to guide you to the most suitable solution.","start":58.75,"end":73.585,"sentiment":"neutral","sentiment_score":-0.010917713776940391},{"text":"Thank you for calling Australia Post, and we look forward to assisting you soon.","start":74.125,"end":79.104996,"sentiment":"positive","sentiment_score":0.7002070801598685},{"text":"Can you please tell me how we can assist you today?","start":88.07,"end":91.45,"sentiment":"neutral","sentiment_score":0.2863683510910381},{"text":"Can you please tell me how we can assist you today?","start":99.045,"end":102.345,"sentiment":"neutral","sentiment_score":0.016302941875024277},{"text":"If you are the receiver of this item, press 1.","start":111.02,"end":114.159996,"sentiment":"neutral","sentiment_score":-0.03402553740888834}],"sentiment":"neutral","sentiment_score":0.14015322718345982,"num_words":88,"start":58.75,"end":114.159996},{"sentences":[{"text":"Or if you are the sender, please press 2.","start":114.21999,"end":116.88,"sentiment":"neutral","sentiment_score":-0.0296733354528745},{"text":"We can search for your trackable items based on your mobile phone number.","start":118.22,"end":122.505,"sentiment":"neutral","sentiment_score":-0.00578456658583421},{"text":"Please enter your mobile number now, or press hash to skip.","start":122.884995,"end":127.225,"sentiment":"neutral","sentiment_score":-0.020609355785629967},{"text":"To continue, we need to collect some information.","start":132.25,"end":134.91,"sentiment":"neutral","sentiment_score":-0.0259096696972847},{"text":"Do you have your tracking number available?","start":135.37,"end":137.47,"sentiment":"neutral","sentiment_score":-0.011289288422891073}],"sentiment":"neutral","sentiment_score":-0.017818014059836667,"num_words":48,"start":114.21999,"end":137.47},{"sentences":[{"text":"Press 1 for yes or 2.","start":138.01,"end":140.51,"sentiment":"neutral","sentiment_score":-0.002628220245242119},{"text":"Does this tracking number contain any letters of the alphabet?","start":141.05,"end":144.43,"sentiment":"neutral","sentiment_score":-0.018218774534761905},{"text":"Press 1 for yes or 2 for no.","start":145.545,"end":148.765,"sentiment":"neutral","sentiment_score":-0.01813889353070408},{"text":"Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash.","start":150.185,"end":161.42,"sentiment":"neutral","sentiment_score":-0.02704753771069504},{"text":"Okay.","start":191.59,"end":192.09,"sentiment":"neutral","sentiment_score":0.001020299270749092}],"sentiment":"neutral","sentiment_score":-0.019783613211272852,"num_words":46,"start":138.01,"end":192.09},{"sentences":[{"text":"Have I got this right?","start":192.31,"end":193.61,"sentiment":"neutral","sentiment_score":-0.015175817906856537},{"text":"I heard okay.","start":193.945,"end":195.865,"sentiment":"neutral","sentiment_score":-0.038405196741223335},{"text":"Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash.","start":195.865,"end":204.60501,"sentiment":"neutral","sentiment_score":-0.0070835895880702},{"text":"Okay.","start":237.75,"end":238.25,"sentiment":"neutral","sentiment_score":-0.006762882694602013},{"text":"Have I got this right?","start":238.39,"end":239.69,"sentiment":"neutral","sentiment_score":-0.026699797436594962}],"sentiment":"neutral","sentiment_score":-0.013717483742428677,"num_words":35,"start":192.31,"end":239.69},{"sentences":[{"text":"I heard 99722336499201008320902.","start":240.07,"end":257.165,"sentiment":"neutral","sentiment_score":-0.0004415858614568909},{"text":"Press 1 for yes or 2 for no.","start":257.72998,"end":260.87,"sentiment":"neutral","sentiment_score":-0.059590285643935204},{"text":"I'm unable to find any recent updates, or your item may be untraceable.","start":262.61,"end":267.27,"sentiment":"negative","sentiment_score":-0.614194434422713},{"text":"We deliver millions of letters and parcels every day.","start":268.37,"end":272.15,"sentiment":"neutral","sentiment_score":-0.15409845444891188},{"text":"Without a tracking number, we're unable to locate your item.","start":272.575,"end":275.875,"sentiment":"neutral","sentiment_score":-0.3131728246808052}],"sentiment":"neutral","sentiment_score":-0.30188811690882283,"num_words":43,"start":240.07,"end":275.875},{"sentences":[{"text":"If you can obtain your tracking number, you can track your letter or parcel online at auspost.com.au/track.","start":276.255,"end":285.875,"sentiment":"neutral","sentiment_score":0.02712091343367801},{"text":"To return to the Australia Post main menu, press 1.","start":286.56,"end":290.18,"sentiment":"neutral","sentiment_score":-0.009309153072535992},{"text":"If you would still like to speak to a customer service consultant, press 2.","start":290.4,"end":294.81998,"sentiment":"neutral","sentiment_score":-0.013680531244192804},{"text":"If you have no further inquiries, you can simply hang up.","start":295.03998,"end":298.755,"sentiment":"neutral","sentiment_score":-0.06641314856030724},{"text":"Are you calling about a domestic or an international item?","start":299.39502,"end":303.015,"sentiment":"neutral","sentiment_score":-0.038576180674135686}],"sentiment":"neutral","sentiment_score":-0.015159191623810799,"num_words":62,"start":276.255,"end":303.015},{"sentences":[{"text":"Please hold while we transfer you to a customer service consultant.","start":309.555,"end":313.335,"sentiment":"neutral","sentiment_score":-0.053191917525096374},{"text":"Good news.","start":318.47,"end":319.21,"sentiment":"positive","sentiment_score":0.512856587767601},{"text":"You don't have to wait on hold.","start":319.34998,"end":321.44998,"sentiment":"neutral","sentiment_score":0.2564969126667295},{"text":"Press 1 for a callback, and we'll save your place in the queue calling you when you reach the front.","start":321.66998,"end":327.44998,"sentiment":"neutral","sentiment_score":0.26320561543107035},{"text":"We'll try up to three times to call you back, or you can stay on the line to connect with the next available consultant.","start":327.745,"end":334.565,"sentiment":"neutral","sentiment_score":0.258605083450675}],"sentiment":"neutral","sentiment_score":0.21416741848224774,"num_words":64,"start":309.555,"end":334.565},{"sentences":[{"text":"Stay in control of your deliveries using the AusPost app.","start":346.97,"end":350.51,"sentiment":"positive","sentiment_score":0.350872078537941},{"text":"Sign up for a collection point like a free twenty four seven parcel locker, and control your deliveries all from your mobile phone.","start":350.57,"end":357.76498,"sentiment":"neutral","sentiment_score":0.32110916466816614},{"text":"Download now in the App Store or Google Play.","start":358.065,"end":360.805,"sentiment":"neutral","sentiment_score":0.13145345283879173},{"text":"Calling for an appointment?","start":373.16,"end":374.46,"sentiment":"neutral","sentiment_score":0.046519855968654156},{"text":"There's no need.","start":374.92,"end":376.06,"sentiment":"neutral","sentiment_score":-0.06991304457187653}],"sentiment":"neutral","sentiment_score":0.24599291711133353,"num_words":49,"start":346.97,"end":376.06},{"sentences":[{"text":"We no longer take appointments for any post office services, including passports, ID services, and photos.","start":376.2,"end":383.5,"sentiment":"neutral","sentiment_score":-0.06538131344132125},{"text":"All stores nationwide can now accept walk ins for any of the services they provide.","start":384.13498,"end":389.275,"sentiment":"neutral","sentiment_score":0.19644371618827183},{"text":"Save time and head online to find your nearest post office offering the service you're looking for at ospost.com.au/locate.","start":389.815,"end":400.38998,"sentiment":"neutral","sentiment_score":0.2298868118148101},{"text":"We deliver dogs fetch, and the two don't always mix.","start":407.81,"end":412.06998,"sentiment":"neutral","sentiment_score":0.13082392886281013},{"text":"Learn how you can help protect your pets and your postie for a safe delivery at ospost.com.au/dogsafety.","start":412.505,"end":422.125,"sentiment":"positive","sentiment_score":0.3394508230335572}],"sentiment":"neutral","sentiment_score":0.17334165496679096,"num_words":77,"start":376.2,"end":422.125},{"sentences":[{"text":"Can't wait to receive your parcel?","start":467.835,"end":469.615,"sentiment":"positive","sentiment_score":0.5013299540927013},{"text":"The free AusPost app makes it easy for you to track your parcels, sign up for a collection point, and control your deliveries or from your mobile phone.","start":469.755,"end":478.6,"sentiment":"positive","sentiment_score":0.43512444144913126},{"text":"Download now in the App Store or Google Play, and you'll be tracking your parcels in no time.","start":478.98,"end":484.2,"sentiment":"positive","sentiment_score":0.37972242054012084},{"text":"Not going to be home for a parcel delivery?","start":499.465,"end":501.645,"sentiment":"neutral","sentiment_score":-0.01020933004717032},{"text":"Not a problem.","start":501.865,"end":502.685,"sentiment":"neutral","sentiment_score":0.3277752498785655}],"sentiment":"positive","sentiment_score":0.3580923349072691,"num_words":64,"start":467.835,"end":502.685},{"sentences":[{"text":"We can leave your parcel in a safe place so it's waiting for you when you get home.","start":502.905,"end":507.24,"sentiment":"positive","sentiment_score":0.47670798417594695},{"text":"We call it a safe drop.","start":507.47998,"end":508.94,"sentiment":"positive","sentiment_score":0.4277013838291168},{"text":"If your parcel's eligible for safe drop and we have your contact details, we'll send you an email or SMS when your parcel's due for delivery.","start":509.24,"end":517.26,"sentiment":"neutral","sentiment_score":0.28498813853814053},{"text":"Simply let us know up to one hour before delivery if you'd like your parcel left in a safe place.","start":517.56,"end":522.7,"sentiment":"neutral","sentiment_score":0.26034148819744585},{"text":"To learn more, visit ospost.com.au/safejobs.","start":523.065,"end":528.205,"sentiment":"neutral","sentiment_score":0.12259237915277481}],"sentiment":"neutral","sentiment_score":0.3250191370646159,"num_words":75,"start":502.905,"end":528.205},{"sentences":[{"text":"Wondering why you haven't received a card about your pending delivery?","start":556.385,"end":559.84503,"sentiment":"neutral","sentiment_score":-0.2995769042860378},{"text":"To support our sustainability efforts, we're moving away from leaving physical cards after an attempted delivery.","start":560.065,"end":566.085,"sentiment":"neutral","sentiment_score":-0.15523153201502282},{"text":"The best way to be notified of attempted deliveries or items awaiting collection is by downloading the Australia Post app, where you can choose to receive notifications by email, app, or SMS.","start":566.45996,"end":577.83997,"sentiment":"neutral","sentiment_score":0.2174797982443124},{"text":"Alternatively, please check for the latest tracking updates via the Australia Post website.","start":578.3,"end":583.315,"sentiment":"neutral","sentiment_score":0.22233081207825586},{"text":"Easily manage your deliveries in the AusPost app.","start":590.33496,"end":593.295,"sentiment":"positive","sentiment_score":0.46247317269444466}],"sentiment":"neutral","sentiment_score":0.09712986278755124,"num_words":80,"start":556.385,"end":593.295},{"sentences":[{"text":"With features like automatic tracking and two hour delivery windows, you'll always know where your parcel is.","start":593.295,"end":599.33,"sentiment":"positive","sentiment_score":0.36964160116279826},{"text":"You can even set your delivery preferences, like a free twenty four seven parcel locker and redirect parcels if plans change.","start":599.39,"end":606.85004,"sentiment":"neutral","sentiment_score":0.27635710650966283},{"text":"Download now in the App Store or Google Play.","start":607.23004,"end":610.005,"sentiment":"neutral","sentiment_score":0.10370161674088901},{"text":"Parcel locker terms and conditions apply.","start":610.245,"end":612.425,"sentiment":"neutral","sentiment_score":0.011954249814152718},{"text":"Collection time limits apply.","start":612.645,"end":614.34503,"sentiment":"neutral","sentiment_score":-0.09283015877008438}],"sentiment":"neutral","sentiment_score":0.22317764685865035,"num_words":57,"start":593.295,"end":614.34503},{"sentences":[{"text":"Redirect only available when the sender has included your email address or my post customer number in their shipping information.","start":614.565,"end":621.625,"sentiment":"neutral","sentiment_score":-0.14734346345067023},{"text":"There are a variety of ways online attackers may attempt to gain your personal or financial information.","start":650.92505,"end":657.09,"sentiment":"negative","sentiment_score":-0.527546235743691},{"text":"Please be aware that Australia Post will never ask you to click on an email link to print off a label to redeem your package, Email or call you to ask for personal or financial information, including passwords, credit card details, or account information.","start":657.55,"end":673.395,"sentiment":"neutral","sentiment_score":-0.320808399299329},{"text":"To find out more about fraud and scams, head to our website, www.ospost.com.au, about us, about our site, online security scams, and fraud.","start":674.095,"end":687.14,"sentiment":"neutral","sentiment_score":-0.20538832862739978},{"text":"We understand that sometimes your parcel might not be delivered as soon as you expect.","start":707.25995,"end":711.92,"sentiment":"negative","sentiment_score":-0.34443966845671337}],"sentiment":"neutral","sentiment_score":-0.3018592557235926,"num_words":119,"start":614.565,"end":711.92},{"sentences":[{"text":"Here are some tips on what to do.","start":712.13995,"end":714.0,"sentiment":"neutral","sentiment_score":0.11657551117241383},{"text":"Firstly, check delivery times online to see when your item should be received.","start":714.13995,"end":718.63995,"sentiment":"neutral","sentiment_score":0.07335788154831299},{"text":"If it's still late, try confirming with the sender that the item was correctly addressed.","start":718.93994,"end":723.905,"sentiment":"neutral","sentiment_score":0.012529052297274272},{"text":"If the article was sent using a tracked service, you can use our track your item tool to view its status.","start":724.205,"end":730.22504,"sentiment":"neutral","sentiment_score":0.10199132118196715},{"text":"Sometimes it's good to check if an item is awaiting collection or a safe drop card has been left in your letterbox or under your door, letting you know that you have a parcel.","start":730.685,"end":740.03,"sentiment":"neutral","sentiment_score":0.180171577807735}],"sentiment":"neutral","sentiment_score":0.1136466343324263,"num_words":91,"start":712.13995,"end":740.03},{"sentences":[{"text":"If your item is missing and you need our help, submit a missing item inquiry online at ozpost.com.au/help-and-support.","start":740.33,"end":752.465,"sentiment":"neutral","sentiment_score":-0.13957995631628567},{"text":"Not going to be home?","start":769.05,"end":770.35,"sentiment":"neutral","sentiment_score":-0.18771220743656158},{"text":"With Australia Post, you can have your online shopping delivered to more than 4,000 collection points across Australia.","start":770.41,"end":776.99,"sentiment":"neutral","sentiment_score":0.0898842720521821},{"text":"It could be a participating post office of your choice using parcel collect, a free twenty four seven parcel locker location, or even your PO box.","start":777.21,"end":786.60504,"sentiment":"neutral","sentiment_score":0.09862252109898971},{"text":"Simply sign up for a free MyPost account at auspost.com.au/mypost to register.","start":786.905,"end":794.2,"sentiment":"neutral","sentiment_score":0.08708601553613941}],"sentiment":"neutral","sentiment_score":0.02248271368443966,"num_words":79,"start":740.33,"end":794.2},{"sentences":[{"text":"Parcel locker collection time limits apply.","start":794.5,"end":796.84,"sentiment":"neutral","sentiment_score":-0.04585762539257606},{"text":"Post office collect service only available at participating post offices.","start":797.06,"end":801.08,"sentiment":"neutral","sentiment_score":-0.019769105687737466},{"text":"Not going to be home for a delivery?","start":886.46,"end":888.24,"sentiment":"neutral","sentiment_score":-0.10807481128722429},{"text":"Collect your parcels from our free twenty four seven parcel locker locations.","start":888.38,"end":892.375,"sentiment":"neutral","sentiment_score":0.024752340279519558},{"text":"Here's how in three simple steps.","start":892.755,"end":894.695,"sentiment":"neutral","sentiment_score":0.21510514616966248}],"sentiment":"neutral","sentiment_score":0.005957706210513909,"num_words":42,"start":794.5,"end":894.695},{"sentences":[{"text":"Step one, download the AusPost app.","start":895.075,"end":897.815,"sentiment":"neutral","sentiment_score":0.17254296441872916},{"text":"Create a MyPost account, then add a parcel locker location convenient to you.","start":897.955,"end":903.06,"sentiment":"neutral","sentiment_score":0.15472412797120902},{"text":"Step two, when you shop online, choose the parcel locker address at checkout.","start":903.46,"end":908.04,"sentiment":"neutral","sentiment_score":0.08030992545760594},{"text":"Step three, you'll be notified once your parcel arrives.","start":908.5,"end":911.8,"sentiment":"neutral","sentiment_score":0.19180305302143097},{"text":"Simply use the access code provided to collect it.","start":912.1,"end":915.06,"sentiment":"neutral","sentiment_score":0.1478493163983027}],"sentiment":"neutral","sentiment_score":0.14295143611729144,"num_words":50,"start":895.075,"end":915.06},{"sentences":[{"text":"Find out more at ospost.com.au/parcellockers.","start":915.06,"end":920.075,"sentiment":"neutral","sentiment_score":0.06404749527573586},{"text":"Parcel locker terms and conditions apply.","start":920.535,"end":922.795,"sentiment":"neutral","sentiment_score":0.008420075910786787},{"text":"Collection time limit applies.","start":922.855,"end":924.395,"sentiment":"neutral","sentiment_score":-0.07559413556009531},{"text":"Your call will be attended to as soon as possible.","start":947.015,"end":949.755,"sentiment":"neutral","sentiment_score":0.07326601296663285},{"text":"Thank you for your patience.","start":949.97504,"end":951.275,"sentiment":"positive","sentiment_score":0.4650999516248703}],"sentiment":"neutral","sentiment_score":0.10421804257978996,"num_words":30,"start":915.06,"end":951.275}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to Australia Post. Your call may be recorded or monitored for training and quality purposes and to improve our service offering. During the call, we may collect personal information. To understand how we handle your information, visit our website or press 7. Otherwise, please continue to hold.\n\nWe value your feedback. Please stay on the line at the end of this call as you may be asked to complete a one minute survey. Thank you for reaching out to Australia Post. You have contacted us at a busy time, so, unfortunately, you will experience longer than usual wait times. For fast updates, we recommend our customers visit our website at www.auspost.com.au or download our free app for quick, convenient tracking updates on your parcel.\n\nIf you still wish to speak to one of our team members for additional support, we recommend you call back later today when there are usually shorter wait times, or utilize our interactive chatbot to guide you to the most suitable solution. Thank you for calling Australia Post, and we look forward to assisting you soon. Can you please tell me how we can assist you today?\n\nChannel 0: Delayed\n\nChannel 1: Can\n\nChannel 0: delivery.\n\nChannel 1: you please tell me how we can assist you today?\n\nChannel 0: Delayed delivery.\n\nChannel 1: If you are the receiver of this item, press 1. Or if you are the sender, please press 2. We can search for your trackable items based on your mobile phone number. Please enter your mobile number now, or press hash to skip. To continue, we need to collect some information.\n\nDo you have your tracking number available? Press 1 for yes or 2. Does this tracking number contain any letters of the alphabet? Press 1 for yes or 2 for no. Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash.\n\nOkay. Have I got this right? I heard okay. Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash. Okay.\n\nHave I got this right? I heard 99722336499201008320902. Press 1 for yes or 2 for no. I'm unable to find any recent updates, or your item may be untraceable. We deliver millions of letters and parcels every day.\n\nWithout a tracking number, we're unable to locate your item. If you can obtain your tracking number, you can track your letter or parcel online at auspost.com.au/track. To return to the Australia Post main menu, press 1. If you would still like to speak to a customer service consultant, press 2. If you have no further inquiries, you can simply hang up.\n\nAre you calling about a domestic or an international item?\n\nChannel 0: Domestic.\n\nChannel 1: Please hold while we transfer you to a customer service consultant. Good news. You don't have to wait on hold. Press 1 for a callback, and we'll save your place in the queue calling you when you reach the front. We'll try up to three times to call you back, or you can stay on the line to connect with the next available consultant.\n\nStay in control of your deliveries using the AusPost app. Sign up for a collection point like a free twenty four seven parcel locker, and control your deliveries all from your mobile phone. Download now in the App Store or Google Play. Calling for an appointment? There's no need.\n\nWe no longer take appointments for any post office services, including passports, ID services, and photos. All stores nationwide can now accept walk ins for any of the services they provide. Save time and head online to find your nearest post office offering the service you're looking for at ospost.com.au/locate. We deliver dogs fetch, and the two don't always mix. Learn how you can help protect your pets and your postie for a safe delivery at ospost.com.au/dogsafety.\n\nCan't wait to receive your parcel? The free AusPost app makes it easy for you to track your parcels, sign up for a collection point, and control your deliveries or from your mobile phone. Download now in the App Store or Google Play, and you'll be tracking your parcels in no time. Not going to be home for a parcel delivery? Not a problem.\n\nWe can leave your parcel in a safe place so it's waiting for you when you get home. We call it a safe drop. If your parcel's eligible for safe drop and we have your contact details, we'll send you an email or SMS when your parcel's due for delivery. Simply let us know up to one hour before delivery if you'd like your parcel left in a safe place. To learn more, visit ospost.com.au/safejobs.\n\nWondering why you haven't received a card about your pending delivery? To support our sustainability efforts, we're moving away from leaving physical cards after an attempted delivery. The best way to be notified of attempted deliveries or items awaiting collection is by downloading the Australia Post app, where you can choose to receive notifications by email, app, or SMS. Alternatively, please check for the latest tracking updates via the Australia Post website. Easily manage your deliveries in the AusPost app.\n\nWith features like automatic tracking and two hour delivery windows, you'll always know where your parcel is. You can even set your delivery preferences, like a free twenty four seven parcel locker and redirect parcels if plans change. Download now in the App Store or Google Play. Parcel locker terms and conditions apply. Collection time limits apply.\n\nRedirect only available when the sender has included your email address or my post customer number in their shipping information. There are a variety of ways online attackers may attempt to gain your personal or financial information. Please be aware that Australia Post will never ask you to click on an email link to print off a label to redeem your package, Email or call you to ask for personal or financial information, including passwords, credit card details, or account information. To find out more about fraud and scams, head to our website, www.ospost.com.au, about us, about our site, online security scams, and fraud. We understand that sometimes your parcel might not be delivered as soon as you expect.\n\nHere are some tips on what to do. Firstly, check delivery times online to see when your item should be received. If it's still late, try confirming with the sender that the item was correctly addressed. If the article was sent using a tracked service, you can use our track your item tool to view its status. Sometimes it's good to check if an item is awaiting collection or a safe drop card has been left in your letterbox or under your door, letting you know that you have a parcel.\n\nIf your item is missing and you need our help, submit a missing item inquiry online at ozpost.com.au/help-and-support. Not going to be home? With Australia Post, you can have your online shopping delivered to more than 4,000 collection points across Australia. It could be a participating post office of your choice using parcel collect, a free twenty four seven parcel locker location, or even your PO box. Simply sign up for a free MyPost account at auspost.com.au/mypost to register.\n\nParcel locker collection time limits apply. Post office collect service only available at participating post offices. Not going to be home for a delivery? Collect your parcels from our free twenty four seven parcel locker locations. Here's how in three simple steps.\n\nStep one, download the AusPost app. Create a MyPost account, then add a parcel locker location convenient to you. Step two, when you shop online, choose the parcel locker address at checkout. Step three, you'll be notified once your parcel arrives. Simply use the access code provided to collect it.\n\nFind out more at ospost.com.au/parcellockers. Parcel locker terms and conditions apply. Collection time limit applies. Your call will be attended to as soon as possible. Thank you for your patience.","paragraphs":[{"sentences":[{"text":"Welcome to Australia Post.","start":1.1999999,"end":3.3799999,"sentiment":"neutral","sentiment_score":0.2495998814702034},{"text":"Your call may be recorded or monitored for training and quality purposes and to improve our service offering.","start":4.0,"end":10.74,"sentiment":"neutral","sentiment_score":0.12349353544414043},{"text":"During the call, we may collect personal information.","start":11.04,"end":13.62,"sentiment":"neutral","sentiment_score":0.0029541056137531996},{"text":"To understand how we handle your information, visit our website or press 7.","start":14.355,"end":19.414999,"sentiment":"neutral","sentiment_score":-0.0052382414444134785},{"text":"Otherwise, please continue to hold.","start":19.635,"end":21.974998,"sentiment":"neutral","sentiment_score":-0.046903736889362335}],"sentiment":"neutral","sentiment_score":0.061297920532524586,"channel":1,"num_words":48,"start":1.1999999,"end":21.974998},{"sentences":[{"text":"We value your feedback.","start":26.115,"end":27.575,"sentiment":"neutral","sentiment_score":0.10448567941784859},{"text":"Please stay on the line at the end of this call as you may be asked to complete a one minute survey.","start":28.03,"end":33.57,"sentiment":"neutral","sentiment_score":0.05276668291877617},{"text":"Thank you for reaching out to Australia Post.","start":34.510002,"end":37.25,"sentiment":"neutral","sentiment_score":0.325641717761755},{"text":"You have contacted us at a busy time, so, unfortunately, you will experience longer than usual wait times.","start":37.55,"end":43.934998,"sentiment":"negative","sentiment_score":-0.37065307464864516},{"text":"For fast updates, we recommend our customers visit our website at www.auspost.com.au or download our free app for quick, convenient tracking updates on your parcel.","start":44.475,"end":58.29,"sentiment":"neutral","sentiment_score":0.06592886120080949}],"sentiment":"neutral","sentiment_score":-0.01090377051528398,"channel":1,"num_words":77,"start":26.115,"end":58.29},{"sentences":[{"text":"If you still wish to speak to one of our team members for additional support, we recommend you call back later today when there are usually shorter wait times, or utilize our interactive chatbot to guide you to the most suitable solution.","start":58.75,"end":73.585,"sentiment":"neutral","sentiment_score":-0.010917713776940391},{"text":"Thank you for calling Australia Post, and we look forward to assisting you soon.","start":74.125,"end":79.104996,"sentiment":"positive","sentiment_score":0.7002070801598685},{"text":"Can you please tell me how we can assist you today?","start":88.07,"end":91.45,"sentiment":"neutral","sentiment_score":0.2863683510910381}],"sentiment":"neutral","sentiment_score":0.1864836866508669,"channel":1,"num_words":67,"start":58.75,"end":91.45},{"sentences":[{"text":"Delayed","start":98.835,"end":99.235,"sentiment":"neutral","sentiment_score":-0.04498884081840515}],"sentiment":"neutral","sentiment_score":-0.04498884081840515,"channel":0,"num_words":1,"start":98.835,"end":99.235},{"sentences":[{"text":"Can","start":99.045,"end":99.284996,"sentiment":"neutral","sentiment_score":-0.03552071005105972}],"sentiment":"neutral","sentiment_score":-0.03552071005105972,"channel":1,"num_words":1,"start":99.045,"end":99.284996},{"sentences":[{"text":"delivery.","start":99.235,"end":99.735,"sentiment":"neutral","sentiment_score":-0.030989201739430428}],"sentiment":"neutral","sentiment_score":-0.030989201739430428,"channel":0,"num_words":1,"start":99.235,"end":99.735},{"sentences":[{"text":"you please tell me how we can assist you today?","start":99.284996,"end":102.345,"sentiment":"neutral","sentiment_score":0.021485307067632676}],"sentiment":"neutral","sentiment_score":0.021485307067632676,"channel":1,"num_words":10,"start":99.284996,"end":102.345},{"sentences":[{"text":"Delayed delivery.","start":103.155,"end":104.215,"sentiment":"neutral","sentiment_score":-0.05668295919895172}],"sentiment":"neutral","sentiment_score":-0.05668295919895172,"channel":0,"num_words":2,"start":103.155,"end":104.215},{"sentences":[{"text":"If you are the receiver of this item, press 1.","start":111.02,"end":114.159996,"sentiment":"neutral","sentiment_score":-0.03402553740888834},{"text":"Or if you are the sender, please press 2.","start":114.21999,"end":116.88,"sentiment":"neutral","sentiment_score":-0.0296733354528745},{"text":"We can search for your trackable items based on your mobile phone number.","start":118.22,"end":122.505,"sentiment":"neutral","sentiment_score":-0.00578456658583421},{"text":"Please enter your mobile number now, or press hash to skip.","start":122.884995,"end":127.225,"sentiment":"neutral","sentiment_score":-0.020609355785629967},{"text":"To continue, we need to collect some information.","start":132.25,"end":134.91,"sentiment":"neutral","sentiment_score":-0.0259096696972847}],"sentiment":"neutral","sentiment_score":-0.021892059411780507,"channel":1,"num_words":51,"start":111.02,"end":134.91},{"sentences":[{"text":"Do you have your tracking number available?","start":135.37,"end":137.47,"sentiment":"neutral","sentiment_score":-0.011289288422891073},{"text":"Press 1 for yes or 2.","start":138.01,"end":140.51,"sentiment":"neutral","sentiment_score":-0.002628220245242119},{"text":"Does this tracking number contain any letters of the alphabet?","start":141.05,"end":144.43,"sentiment":"neutral","sentiment_score":-0.018218774534761905},{"text":"Press 1 for yes or 2 for no.","start":145.545,"end":148.765,"sentiment":"neutral","sentiment_score":-0.01813889353070408},{"text":"Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash.","start":150.185,"end":161.42,"sentiment":"neutral","sentiment_score":-0.02704753771069504}],"sentiment":"neutral","sentiment_score":-0.019040221652875725,"channel":1,"num_words":52,"start":135.37,"end":161.42},{"sentences":[{"text":"Okay.","start":191.59,"end":192.09,"sentiment":"neutral","sentiment_score":0.001020299270749092},{"text":"Have I got this right?","start":192.31,"end":193.61,"sentiment":"neutral","sentiment_score":-0.015175817906856537},{"text":"I heard okay.","start":193.945,"end":195.865,"sentiment":"neutral","sentiment_score":-0.038405196741223335},{"text":"Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash.","start":195.865,"end":204.60501,"sentiment":"neutral","sentiment_score":-0.0070835895880702},{"text":"Okay.","start":237.75,"end":238.25,"sentiment":"neutral","sentiment_score":-0.006762882694602013}],"sentiment":"neutral","sentiment_score":-0.011148149823589672,"channel":1,"num_words":31,"start":191.59,"end":238.25},{"sentences":[{"text":"Have I got this right?","start":238.39,"end":239.69,"sentiment":"neutral","sentiment_score":-0.026699797436594962},{"text":"I heard 99722336499201008320902.","start":240.07,"end":257.165,"sentiment":"neutral","sentiment_score":-0.0004415858614568909},{"text":"Press 1 for yes or 2 for no.","start":257.72998,"end":260.87,"sentiment":"neutral","sentiment_score":-0.059590285643935204},{"text":"I'm unable to find any recent updates, or your item may be untraceable.","start":262.61,"end":267.27,"sentiment":"negative","sentiment_score":-0.614194434422713},{"text":"We deliver millions of letters and parcels every day.","start":268.37,"end":272.15,"sentiment":"neutral","sentiment_score":-0.15409845444891188}],"sentiment":"neutral","sentiment_score":-0.26270946756458696,"channel":1,"num_words":38,"start":238.39,"end":272.15},{"sentences":[{"text":"Without a tracking number, we're unable to locate your item.","start":272.575,"end":275.875,"sentiment":"neutral","sentiment_score":-0.3131728246808052},{"text":"If you can obtain your tracking number, you can track your letter or parcel online at auspost.com.au/track.","start":276.255,"end":285.875,"sentiment":"neutral","sentiment_score":0.02712091343367801},{"text":"To return to the Australia Post main menu, press 1.","start":286.56,"end":290.18,"sentiment":"neutral","sentiment_score":-0.009309153072535992},{"text":"If you would still like to speak to a customer service consultant, press 2.","start":290.4,"end":294.81998,"sentiment":"neutral","sentiment_score":-0.013680531244192804},{"text":"If you have no further inquiries, you can simply hang up.","start":295.03998,"end":298.755,"sentiment":"neutral","sentiment_score":-0.06641314856030724}],"sentiment":"neutral","sentiment_score":-0.059448972915209106,"channel":1,"num_words":62,"start":272.575,"end":298.755},{"sentences":[{"text":"Are you calling about a domestic or an international item?","start":299.39502,"end":303.015,"sentiment":"neutral","sentiment_score":-0.038576180674135686}],"sentiment":"neutral","sentiment_score":-0.038576180674135686,"channel":1,"num_words":10,"start":299.39502,"end":303.015},{"sentences":[{"text":"Domestic.","start":306.655,"end":307.155,"sentiment":"neutral","sentiment_score":-0.03753978759050369}],"sentiment":"neutral","sentiment_score":-0.03753978759050369,"channel":0,"num_words":1,"start":306.655,"end":307.155},{"sentences":[{"text":"Please hold while we transfer you to a customer service consultant.","start":309.555,"end":313.335,"sentiment":"neutral","sentiment_score":-0.053191917525096374},{"text":"Good news.","start":318.47,"end":319.21,"sentiment":"positive","sentiment_score":0.512856587767601},{"text":"You don't have to wait on hold.","start":319.34998,"end":321.44998,"sentiment":"neutral","sentiment_score":0.2564969126667295},{"text":"Press 1 for a callback, and we'll save your place in the queue calling you when you reach the front.","start":321.66998,"end":327.44998,"sentiment":"neutral","sentiment_score":0.26320561543107035},{"text":"We'll try up to three times to call you back, or you can stay on the line to connect with the next available consultant.","start":327.745,"end":334.565,"sentiment":"neutral","sentiment_score":0.258605083450675}],"sentiment":"neutral","sentiment_score":0.21416741848224774,"channel":1,"num_words":64,"start":309.555,"end":334.565},{"sentences":[{"text":"Stay in control of your deliveries using the AusPost app.","start":346.97,"end":350.51,"sentiment":"positive","sentiment_score":0.350872078537941},{"text":"Sign up for a collection point like a free twenty four seven parcel locker, and control your deliveries all from your mobile phone.","start":350.57,"end":357.76498,"sentiment":"neutral","sentiment_score":0.32110916466816614},{"text":"Download now in the App Store or Google Play.","start":358.065,"end":360.805,"sentiment":"neutral","sentiment_score":0.13145345283879173},{"text":"Calling for an appointment?","start":373.16,"end":374.46,"sentiment":"neutral","sentiment_score":0.046519855968654156},{"text":"There's no need.","start":374.92,"end":376.06,"sentiment":"neutral","sentiment_score":-0.06991304457187653}],"sentiment":"neutral","sentiment_score":0.24599291711133353,"channel":1,"num_words":49,"start":346.97,"end":376.06},{"sentences":[{"text":"We no longer take appointments for any post office services, including passports, ID services, and photos.","start":376.2,"end":383.5,"sentiment":"neutral","sentiment_score":-0.06538131344132125},{"text":"All stores nationwide can now accept walk ins for any of the services they provide.","start":384.13498,"end":389.275,"sentiment":"neutral","sentiment_score":0.19644371618827183},{"text":"Save time and head online to find your nearest post office offering the service you're looking for at ospost.com.au/locate.","start":389.815,"end":400.38998,"sentiment":"neutral","sentiment_score":0.2298868118148101},{"text":"We deliver dogs fetch, and the two don't always mix.","start":407.81,"end":412.06998,"sentiment":"neutral","sentiment_score":0.13082392886281013},{"text":"Learn how you can help protect your pets and your postie for a safe delivery at ospost.com.au/dogsafety.","start":412.505,"end":422.125,"sentiment":"positive","sentiment_score":0.3394508230335572}],"sentiment":"neutral","sentiment_score":0.17334165496679096,"channel":1,"num_words":77,"start":376.2,"end":422.125},{"sentences":[{"text":"Can't wait to receive your parcel?","start":467.835,"end":469.615,"sentiment":"positive","sentiment_score":0.5013299540927013},{"text":"The free AusPost app makes it easy for you to track your parcels, sign up for a collection point, and control your deliveries or from your mobile phone.","start":469.755,"end":478.6,"sentiment":"positive","sentiment_score":0.43512444144913126},{"text":"Download now in the App Store or Google Play, and you'll be tracking your parcels in no time.","start":478.98,"end":484.2,"sentiment":"positive","sentiment_score":0.37972242054012084},{"text":"Not going to be home for a parcel delivery?","start":499.465,"end":501.645,"sentiment":"neutral","sentiment_score":-0.01020933004717032},{"text":"Not a problem.","start":501.865,"end":502.685,"sentiment":"neutral","sentiment_score":0.3277752498785655}],"sentiment":"positive","sentiment_score":0.3580923349072691,"channel":1,"num_words":64,"start":467.835,"end":502.685},{"sentences":[{"text":"We can leave your parcel in a safe place so it's waiting for you when you get home.","start":502.905,"end":507.24,"sentiment":"positive","sentiment_score":0.47670798417594695},{"text":"We call it a safe drop.","start":507.47998,"end":508.94,"sentiment":"positive","sentiment_score":0.4277013838291168},{"text":"If your parcel's eligible for safe drop and we have your contact details, we'll send you an email or SMS when your parcel's due for delivery.","start":509.24,"end":517.26,"sentiment":"neutral","sentiment_score":0.28498813853814053},{"text":"Simply let us know up to one hour before delivery if you'd like your parcel left in a safe place.","start":517.56,"end":522.7,"sentiment":"neutral","sentiment_score":0.26034148819744585},{"text":"To learn more, visit ospost.com.au/safejobs.","start":523.065,"end":528.205,"sentiment":"neutral","sentiment_score":0.12259237915277481}],"sentiment":"neutral","sentiment_score":0.3250191370646159,"channel":1,"num_words":75,"start":502.905,"end":528.205},{"sentences":[{"text":"Wondering why you haven't received a card about your pending delivery?","start":556.385,"end":559.84503,"sentiment":"neutral","sentiment_score":-0.2995769042860378},{"text":"To support our sustainability efforts, we're moving away from leaving physical cards after an attempted delivery.","start":560.065,"end":566.085,"sentiment":"neutral","sentiment_score":-0.15523153201502282},{"text":"The best way to be notified of attempted deliveries or items awaiting collection is by downloading the Australia Post app, where you can choose to receive notifications by email, app, or SMS.","start":566.45996,"end":577.83997,"sentiment":"neutral","sentiment_score":0.2174797982443124},{"text":"Alternatively, please check for the latest tracking updates via the Australia Post website.","start":578.3,"end":583.315,"sentiment":"neutral","sentiment_score":0.22233081207825586},{"text":"Easily manage your deliveries in the AusPost app.","start":590.33496,"end":593.295,"sentiment":"positive","sentiment_score":0.46247317269444466}],"sentiment":"neutral","sentiment_score":0.09712986278755124,"channel":1,"num_words":80,"start":556.385,"end":593.295},{"sentences":[{"text":"With features like automatic tracking and two hour delivery windows, you'll always know where your parcel is.","start":593.295,"end":599.33,"sentiment":"positive","sentiment_score":0.36964160116279826},{"text":"You can even set your delivery preferences, like a free twenty four seven parcel locker and redirect parcels if plans change.","start":599.39,"end":606.85004,"sentiment":"neutral","sentiment_score":0.27635710650966283},{"text":"Download now in the App Store or Google Play.","start":607.23004,"end":610.005,"sentiment":"neutral","sentiment_score":0.10370161674088901},{"text":"Parcel locker terms and conditions apply.","start":610.245,"end":612.425,"sentiment":"neutral","sentiment_score":0.011954249814152718},{"text":"Collection time limits apply.","start":612.645,"end":614.34503,"sentiment":"neutral","sentiment_score":-0.09283015877008438}],"sentiment":"neutral","sentiment_score":0.22317764685865035,"channel":1,"num_words":57,"start":593.295,"end":614.34503},{"sentences":[{"text":"Redirect only available when the sender has included your email address or my post customer number in their shipping information.","start":614.565,"end":621.625,"sentiment":"neutral","sentiment_score":-0.14734346345067023},{"text":"There are a variety of ways online attackers may attempt to gain your personal or financial information.","start":650.92505,"end":657.09,"sentiment":"negative","sentiment_score":-0.527546235743691},{"text":"Please be aware that Australia Post will never ask you to click on an email link to print off a label to redeem your package, Email or call you to ask for personal or financial information, including passwords, credit card details, or account information.","start":657.55,"end":673.395,"sentiment":"neutral","sentiment_score":-0.320808399299329},{"text":"To find out more about fraud and scams, head to our website, www.ospost.com.au, about us, about our site, online security scams, and fraud.","start":674.095,"end":687.14,"sentiment":"neutral","sentiment_score":-0.20538832862739978},{"text":"We understand that sometimes your parcel might not be delivered as soon as you expect.","start":707.25995,"end":711.92,"sentiment":"negative","sentiment_score":-0.34443966845671337}],"sentiment":"neutral","sentiment_score":-0.3018592557235926,"channel":1,"num_words":119,"start":614.565,"end":711.92},{"sentences":[{"text":"Here are some tips on what to do.","start":712.13995,"end":714.0,"sentiment":"neutral","sentiment_score":0.11657551117241383},{"text":"Firstly, check delivery times online to see when your item should be received.","start":714.13995,"end":718.63995,"sentiment":"neutral","sentiment_score":0.07335788154831299},{"text":"If it's still late, try confirming with the sender that the item was correctly addressed.","start":718.93994,"end":723.905,"sentiment":"neutral","sentiment_score":0.012529052297274272},{"text":"If the article was sent using a tracked service, you can use our track your item tool to view its status.","start":724.205,"end":730.22504,"sentiment":"neutral","sentiment_score":0.10199132118196715},{"text":"Sometimes it's good to check if an item is awaiting collection or a safe drop card has been left in your letterbox or under your door, letting you know that you have a parcel.","start":730.685,"end":740.03,"sentiment":"neutral","sentiment_score":0.180171577807735}],"sentiment":"neutral","sentiment_score":0.1136466343324263,"channel":1,"num_words":91,"start":712.13995,"end":740.03},{"sentences":[{"text":"If your item is missing and you need our help, submit a missing item inquiry online at ozpost.com.au/help-and-support.","start":740.33,"end":752.465,"sentiment":"neutral","sentiment_score":-0.13957995631628567},{"text":"Not going to be home?","start":769.05,"end":770.35,"sentiment":"neutral","sentiment_score":-0.18771220743656158},{"text":"With Australia Post, you can have your online shopping delivered to more than 4,000 collection points across Australia.","start":770.41,"end":776.99,"sentiment":"neutral","sentiment_score":0.0898842720521821},{"text":"It could be a participating post office of your choice using parcel collect, a free twenty four seven parcel locker location, or even your PO box.","start":777.21,"end":786.60504,"sentiment":"neutral","sentiment_score":0.09862252109898971},{"text":"Simply sign up for a free MyPost account at auspost.com.au/mypost to register.","start":786.905,"end":794.2,"sentiment":"neutral","sentiment_score":0.08708601553613941}],"sentiment":"neutral","sentiment_score":0.02248271368443966,"channel":1,"num_words":79,"start":740.33,"end":794.2},{"sentences":[{"text":"Parcel locker collection time limits apply.","start":794.5,"end":796.84,"sentiment":"neutral","sentiment_score":-0.04585762539257606},{"text":"Post office collect service only available at participating post offices.","start":797.06,"end":801.08,"sentiment":"neutral","sentiment_score":-0.019769105687737466},{"text":"Not going to be home for a delivery?","start":886.46,"end":888.24,"sentiment":"neutral","sentiment_score":-0.10807481128722429},{"text":"Collect your parcels from our free twenty four seven parcel locker locations.","start":888.38,"end":892.375,"sentiment":"neutral","sentiment_score":0.024752340279519558},{"text":"Here's how in three simple steps.","start":892.755,"end":894.695,"sentiment":"neutral","sentiment_score":0.21510514616966248}],"sentiment":"neutral","sentiment_score":0.005957706210513909,"channel":1,"num_words":42,"start":794.5,"end":894.695},{"sentences":[{"text":"Step one, download the AusPost app.","start":895.075,"end":897.815,"sentiment":"neutral","sentiment_score":0.17254296441872916},{"text":"Create a MyPost account, then add a parcel locker location convenient to you.","start":897.955,"end":903.06,"sentiment":"neutral","sentiment_score":0.15472412797120902},{"text":"Step two, when you shop online, choose the parcel locker address at checkout.","start":903.46,"end":908.04,"sentiment":"neutral","sentiment_score":0.08030992545760594},{"text":"Step three, you'll be notified once your parcel arrives.","start":908.5,"end":911.8,"sentiment":"neutral","sentiment_score":0.19180305302143097},{"text":"Simply use the access code provided to collect it.","start":912.1,"end":915.06,"sentiment":"neutral","sentiment_score":0.1478493163983027}],"sentiment":"neutral","sentiment_score":0.14295143611729144,"channel":1,"num_words":50,"start":895.075,"end":915.06},{"sentences":[{"text":"Find out more at ospost.com.au/parcellockers.","start":915.06,"end":920.075,"sentiment":"neutral","sentiment_score":0.06404749527573586},{"text":"Parcel locker terms and conditions apply.","start":920.535,"end":922.795,"sentiment":"neutral","sentiment_score":0.008420075910786787},{"text":"Collection time limit applies.","start":922.855,"end":924.395,"sentiment":"neutral","sentiment_score":-0.07559413556009531},{"text":"Your call will be attended to as soon as possible.","start":947.015,"end":949.755,"sentiment":"neutral","sentiment_score":0.07326601296663285},{"text":"Thank you for your patience.","start":949.97504,"end":951.275,"sentiment":"positive","sentiment_score":0.4650999516248703}],"sentiment":"neutral","sentiment_score":0.10421804257978996,"channel":1,"num_words":30,"start":915.06,"end":951.275}]},"summary":{"result":"success","short":"The customer has called Australia Post to inquire about longer wait times due to COVID-19, and is advised to use the KombPost app for tracking and delivery of parcel. They are also given tips on protecting pets and posters for a safe delivery, and are advised of fraud and scams. The representative explains that customers can manage their parcel delivery through the online app or mobile phone, leave it in a safe place, and use the parcel locker location to confirm shipments. The Australian Post website is also mentioned, and customers can access tracking updates and fraud prevention online."},"intents":{"segments":[{"text":"Delayed Can delivery.","start_word":192,"end_word":194,"intents":[{"intent":"Assist with delivery delay","confidence_score":0.13421632}]},{"text":"We deliver millions of letters and parcels every day.","start_word":370,"end_word":378,"intents":[{"intent":"Request delivery information","confidence_score":0.0010055887}]},{"text":"We can leave your parcel in a safe place so it's waiting for you when you get home. We call it a safe drop. If your parcel's eligible for safe drop and we have your contact details, we'll send you an email or SMS when your parcel's due for delivery. Simply let us know up to one hour before delivery if you'd like your parcel left in a safe place.","start_word":706,"end_word":775,"intents":[{"intent":"Monitor security measures","confidence_score":0.00015461825}]},{"text":"Please be aware that Australia Post will never ask you to click on an email link to print off a label to redeem your package, Email or call you to ask for personal or financial information, including passwords, credit card details, or account information.","start_word":956,"end_word":999,"intents":[{"intent":"Redeem package","confidence_score":0.11441528},{"intent":"Get information","confidence_score":0.01664877}]},{"text":"Firstly, check delivery times online to see when your item should be received.","start_word":1045,"end_word":1057,"intents":[{"intent":"Check delivery times","confidence_score":0.8372977}]},{"text":"If it's still late, try confirming with the sender that the item was correctly addressed.","start_word":1058,"end_word":1072,"intents":[{"intent":"Confirm address","confidence_score":0.2910515}]},{"text":"If your item is missing and you need our help, submit a missing item inquiry online at ozpost.com.au/help-and-support. Not going to be home?","start_word":1128,"end_word":1150,"intents":[{"intent":"Submit inquiry","confidence_score":0.5591714}]},{"text":"With Australia Post, you can have your online shopping delivered to more than 4,000 collection points across Australia. It could be a participating post office of your choice using parcel collect, a free twenty four seven parcel locker location, or even your PO box.","start_word":1151,"end_word":1194,"intents":[{"intent":"Shop online","confidence_score":0.76517224}]},{"text":"Simply sign up for a free MyPost account at auspost.com.au/mypost to register.","start_word":1195,"end_word":1206,"intents":[{"intent":"Register for collection","confidence_score":0.211755},{"intent":"Register for collection","confidence_score":0.06261879}]},{"text":"Collect your parcels from our free twenty four seven parcel locker locations.","start_word":1231,"end_word":1242,"intents":[{"intent":"Add parcel locker location","confidence_score":0.09211277}]}]},"sentiments":{"segments":[{"text":"Welcome to Australia Post. Your call may be recorded or monitored for training and quality purposes and to improve our service offering. During the call, we may collect personal information. To understand how we handle your information, visit our website or press 7. Otherwise, please continue to hold. We value your feedback. Please stay on the line at the end of this call as you may be asked to complete a one minute survey. Thank you for reaching out to Australia Post.","start_word":0,"end_word":81,"sentiment":"neutral","sentiment_score":0.08657544106245041},{"text":"You have contacted us at a busy time, so, unfortunately, you will experience longer than usual wait times.","start_word":82,"end_word":99,"sentiment":"negative","sentiment_score":-0.3551264703273773},{"text":"For fast updates, we recommend our customers visit our website at www.auspost.com.au or download our free app for quick, convenient tracking updates on your parcel. If you still wish to speak to one of our team members for additional support, we recommend you call back later today when there are usually shorter wait times, or utilize our interactive chatbot to guide you to the most suitable solution.","start_word":100,"end_word":166,"sentiment":"neutral","sentiment_score":0.017797546461224556},{"text":"Thank you for calling Australia Post, and we look forward to assisting you soon.","start_word":167,"end_word":180,"sentiment":"positive","sentiment_score":0.6982311606407166},{"text":"Can you please tell me how we can assist you today? Delayed Can delivery. you please tell me how we can assist you today? Delayed delivery. If you are the receiver of this item, press 1. Or if you are the sender, please press 2. We can search for your trackable items based on your mobile phone number. Please enter your mobile number now, or press hash to skip. To continue, we need to collect some information. Do you have your tracking number available? Press 1 for yes or 2. Does this tracking number contain any letters of the alphabet? Press 1 for yes or 2 for no. Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash. Okay. Have I got this right? I heard okay. Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash. Okay. Have I got this right? I heard 99722336499201008320902. Press 1 for yes or 2 for no.","start_word":181,"end_word":356,"sentiment":"neutral","sentiment_score":-0.002851347111572977},{"text":"I'm unable to find any recent updates, or your item may be untraceable.","start_word":357,"end_word":369,"sentiment":"negative","sentiment_score":-0.6099233031272888},{"text":"We deliver millions of letters and parcels every day. Without a tracking number, we're unable to locate your item. If you can obtain your tracking number, you can track your letter or parcel online at auspost.com.au/track. To return to the Australia Post main menu, press 1. If you would still like to speak to a customer service consultant, press 2. If you have no further inquiries, you can simply hang up. Are you calling about a domestic or an international item? Domestic. Please hold while we transfer you to a customer service consultant.","start_word":370,"end_word":462,"sentiment":"neutral","sentiment_score":-0.07009806483983994},{"text":"Good news.","start_word":463,"end_word":464,"sentiment":"positive","sentiment_score":0.5077497959136963},{"text":"You don't have to wait on hold. Press 1 for a callback, and we'll save your place in the queue calling you when you reach the front. We'll try up to three times to call you back, or you can stay on the line to connect with the next available consultant.","start_word":465,"end_word":515,"sentiment":"neutral","sentiment_score":0.258916974067688},{"text":"Stay in control of your deliveries using the AusPost app.","start_word":516,"end_word":525,"sentiment":"positive","sentiment_score":0.35164499282836914},{"text":"Sign up for a collection point like a free twenty four seven parcel locker, and control your deliveries all from your mobile phone. Download now in the App Store or Google Play. Calling for an appointment? There's no need. We no longer take appointments for any post office services, including passports, ID services, and photos. All stores nationwide can now accept walk ins for any of the services they provide. Save time and head online to find your nearest post office offering the service you're looking for at ospost.com.au/locate. We deliver dogs fetch, and the two don't always mix.","start_word":526,"end_word":624,"sentiment":"neutral","sentiment_score":0.15484264492988586},{"text":"Learn how you can help protect your pets and your postie for a safe delivery at ospost.","start_word":625,"end_word":641,"sentiment":"positive","sentiment_score":0.3529573380947113},{"text":"com.au/dogsafety.","start_word":641,"end_word":641,"sentiment":"neutral","sentiment_score":0.23986975848674777},{"text":"Can't wait to receive your parcel? The free AusPost app makes it easy for you to track your parcels, sign up for a collection point, and control your deliveries or from your mobile phone. Download now in the App Store or Google Play, and you'll be tracking your parcels in no time.","start_word":642,"end_word":693,"sentiment":"positive","sentiment_score":0.429198749936544},{"text":"Not going to be home for a parcel delivery?","start_word":694,"end_word":702,"sentiment":"neutral","sentiment_score":-0.016468698158860207},{"text":"Not a problem. We can leave your parcel in a safe place so it's waiting for you when you get home. We call it a safe drop.","start_word":703,"end_word":729,"sentiment":"positive","sentiment_score":0.4531201124191284},{"text":"If your parcel's eligible for safe drop and we have your contact details, we'll send you an email or SMS when your parcel's due for delivery. Simply let us know up to one hour before delivery if you'd like your parcel left in a safe place. To learn more, visit ospost.com.au/safejobs. Wondering why you haven't received a card about your pending delivery? To support our sustainability efforts, we're moving away from leaving physical cards after an attempted delivery. The best way to be notified of attempted deliveries or items awaiting collection is by downloading the Australia Post app, where you can choose to receive notifications by email, app, or SMS. Alternatively, please check for the latest tracking updates via the Australia Post website.","start_word":730,"end_word":852,"sentiment":"neutral","sentiment_score":0.13477984070777893},{"text":"Easily manage your deliveries in the AusPost app. With features like automatic tracking and two hour delivery windows, you'll always know where your parcel is.","start_word":853,"end_word":877,"sentiment":"positive","sentiment_score":0.4089457094669342},{"text":"You can even set your delivery preferences, like a free twenty four seven parcel locker and redirect parcels if plans change. Download now in the App Store or Google Play. Parcel locker terms and conditions apply. Collection time limits apply. Redirect only available when the sender has included your email address or my post customer number in their shipping information.","start_word":878,"end_word":937,"sentiment":"neutral","sentiment_score":0.05782554671168327},{"text":"There are a variety of ways online attackers may attempt to gain your personal or financial information.","start_word":938,"end_word":954,"sentiment":"negative","sentiment_score":-0.5543946623802185},{"text":"Please be aware that Australia Post will never ask you to click on an email link to print off a label to redeem your package, Email or call you to ask for personal or financial information, including passwords, credit card details, or account information. To find out more about fraud and scams, head to our website, www.ospost.com.au, about us, about our site, online security scams, and fraud.","start_word":955,"end_word":1021,"sentiment":"neutral","sentiment_score":-0.25857076048851013},{"text":"We understand that sometimes your parcel might not be delivered as soon as you expect.","start_word":1022,"end_word":1036,"sentiment":"negative","sentiment_score":-0.3428058326244354},{"text":"Here are some tips on what to do. Firstly, check delivery times online to see when your item should be received. If it's still late, try confirming with the sender that the item was correctly addressed. If the article was sent using a tracked service, you can use our track your item tool to view its status. Sometimes it's good to check if an item is awaiting collection or a safe drop card has been left in your letterbox or under your door, letting you know that you have a parcel. If your item is missing and you need our help, submit a missing item inquiry online at ozpost.com.au/help-and-support. Not going to be home? With Australia Post, you can have your online shopping delivered to more than 4,000 collection points across Australia. It could be a participating post office of your choice using parcel collect, a free twenty four seven parcel locker location, or even your PO box. Simply sign up for a free MyPost account at auspost.com.au/mypost to register. Parcel locker collection time limits apply. Post office collect service only available at participating post offices. Not going to be home for a delivery? Collect your parcels from our free twenty four seven parcel locker locations. Here's how in three simple steps. Step one, download the AusPost app. Create a MyPost account, then add a parcel locker location convenient to you. Step two, when you shop online, choose the parcel locker address at checkout. Step three, you'll be notified once your parcel arrives. Simply use the access code provided to collect it. Find out more at ospost.com.au/parcellockers. Parcel locker terms and conditions apply. Collection time limit applies. Your call will be attended to as soon as possible.","start_word":1037,"end_word":1323,"sentiment":"neutral","sentiment_score":0.06656149850074422},{"text":"Thank you for your patience.","start_word":1324,"end_word":1328,"sentiment":"positive","sentiment_score":0.6040445566177368}],"average":{"sentiment":"neutral","sentiment_score":0.06768559782487314}}}}