{"metadata":{"transaction_key":"deprecated","request_id":"019db92a-2d29-7ca2-9269-36ab85ed084d","sha256":"1533098d97f9160066c6d7fed4e08da395242373ea99769e51257e3beb8f1412","created":"2026-04-23T07:07:23.910Z","duration":34.703938,"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":94,"output_tokens":46},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":99,"output_tokens":99},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":99,"output_tokens":7}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. Thank you so much for calling your account. How may I help you today? Okay. So let me just go ahead and transfer you to one of our tech rep. In that way, they could further assist you and provide you the Cesar instructions to activate a Internet service. Okay? Just one moment. Thank you.","confidence":1.0,"words":[{"word":"hi","start":0.71999997,"end":1.04,"confidence":0.99658203,"punctuated_word":"Hi.","sentiment":"positive","sentiment_score":0.4529575109481811},{"word":"good","start":1.04,"end":1.28,"confidence":1.0,"punctuated_word":"Good","sentiment":"positive","sentiment_score":0.7052333354949951},{"word":"afternoon","start":1.28,"end":1.76,"confidence":1.0,"punctuated_word":"afternoon.","sentiment":"positive","sentiment_score":0.6855871677398682},{"word":"thank","start":1.76,"end":2.0,"confidence":1.0,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.8350323438644409},{"word":"you","start":2.0,"end":2.1599998,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.860453188419342},{"word":"so","start":2.1599998,"end":2.32,"confidence":1.0,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.8625050187110901},{"word":"much","start":2.32,"end":2.56,"confidence":1.0,"punctuated_word":"much","sentiment":"positive","sentiment_score":0.8624334931373596},{"word":"for","start":2.56,"end":2.8,"confidence":1.0,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.7916929721832275},{"word":"calling","start":2.8,"end":3.12,"confidence":1.0,"punctuated_word":"calling","sentiment":"positive","sentiment_score":0.8282161951065063},{"word":"your","start":3.12,"end":3.36,"confidence":0.7451172,"punctuated_word":"your","sentiment":"positive","sentiment_score":0.8097302913665771},{"word":"account","start":3.36,"end":3.86,"confidence":0.8696289,"punctuated_word":"account.","sentiment":"positive","sentiment_score":0.8098353147506714},{"word":"how","start":4.0,"end":4.16,"confidence":0.9951172,"punctuated_word":"How","sentiment":"positive","sentiment_score":0.6866962909698486},{"word":"may","start":4.16,"end":4.2799997,"confidence":1.0,"punctuated_word":"may","sentiment":"positive","sentiment_score":0.7130972146987915},{"word":"i","start":4.2799997,"end":4.4,"confidence":0.9892578,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.7390109896659851},{"word":"help","start":4.4,"end":4.64,"confidence":1.0,"punctuated_word":"help","sentiment":"positive","sentiment_score":0.6859927773475647},{"word":"you","start":4.64,"end":4.7999997,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.7101469039916992},{"word":"today","start":4.7999997,"end":5.2999997,"confidence":1.0,"punctuated_word":"today?","sentiment":"positive","sentiment_score":0.6247167587280273},{"word":"okay","start":12.96,"end":13.44,"confidence":0.9980469,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.1146899163722992},{"word":"so","start":13.44,"end":13.94,"confidence":0.99902344,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.09001322090625763},{"word":"let","start":14.585,"end":14.745,"confidence":0.99902344,"punctuated_word":"let","sentiment":"neutral","sentiment_score":0.12704035639762878},{"word":"me","start":14.745,"end":14.985001,"confidence":1.0,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.15788298845291138},{"word":"just","start":14.985001,"end":15.225,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.14467057585716248},{"word":"go","start":15.225,"end":15.465,"confidence":1.0,"punctuated_word":"go","sentiment":"neutral","sentiment_score":0.1504417508840561},{"word":"ahead","start":15.465,"end":15.945001,"confidence":1.0,"punctuated_word":"ahead","sentiment":"neutral","sentiment_score":0.17844966053962708},{"word":"and","start":15.945001,"end":16.345001,"confidence":0.99902344,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.13330340385437012},{"word":"transfer","start":16.345001,"end":16.825,"confidence":1.0,"punctuated_word":"transfer","sentiment":"neutral","sentiment_score":0.112472265958786},{"word":"you","start":16.825,"end":17.225,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.10649776458740234},{"word":"to","start":17.225,"end":17.545,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.09527752548456192},{"word":"one","start":17.545,"end":17.865,"confidence":1.0,"punctuated_word":"one","sentiment":"neutral","sentiment_score":0.11145773530006409},{"word":"of","start":17.865,"end":18.025,"confidence":0.99902344,"punctuated_word":"of","sentiment":"neutral","sentiment_score":0.13899700343608856},{"word":"our","start":18.025,"end":18.505001,"confidence":1.0,"punctuated_word":"our","sentiment":"neutral","sentiment_score":0.15403853356838226},{"word":"tech","start":18.505001,"end":18.745,"confidence":1.0,"punctuated_word":"tech","sentiment":"neutral","sentiment_score":0.11709949374198914},{"word":"rep","start":18.745,"end":19.145,"confidence":0.9436035,"punctuated_word":"rep.","sentiment":"neutral","sentiment_score":0.1104237288236618},{"word":"in","start":19.145,"end":19.305,"confidence":0.99902344,"punctuated_word":"In","sentiment":"neutral","sentiment_score":0.14774106442928314},{"word":"that","start":19.305,"end":19.465,"confidence":1.0,"punctuated_word":"that","sentiment":"neutral","sentiment_score":0.13311123847961426},{"word":"way","start":19.465,"end":19.705,"confidence":0.97143555,"punctuated_word":"way,","sentiment":"neutral","sentiment_score":0.1582850217819214},{"word":"they","start":19.705,"end":19.945,"confidence":1.0,"punctuated_word":"they","sentiment":"neutral","sentiment_score":0.13272114098072052},{"word":"could","start":19.945,"end":20.185001,"confidence":0.99902344,"punctuated_word":"could","sentiment":"neutral","sentiment_score":0.22332409024238584},{"word":"further","start":20.185001,"end":20.585,"confidence":1.0,"punctuated_word":"further","sentiment":"neutral","sentiment_score":0.24956007301807404},{"word":"assist","start":20.585,"end":20.905,"confidence":1.0,"punctuated_word":"assist","sentiment":"neutral","sentiment_score":0.2298494279384613},{"word":"you","start":20.905,"end":21.225,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.2653934061527252},{"word":"and","start":21.225,"end":21.465,"confidence":0.9970703,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.21649911999702456},{"word":"provide","start":21.465,"end":21.965,"confidence":1.0,"punctuated_word":"provide","sentiment":"neutral","sentiment_score":0.19826456904411316},{"word":"you","start":22.025,"end":22.425,"confidence":0.9941406,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.181929349899292},{"word":"the","start":22.425,"end":22.505001,"confidence":0.2993164,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.1907854527235031},{"word":"cesar","start":22.505001,"end":22.904999,"confidence":0.50964355,"punctuated_word":"Cesar","sentiment":"neutral","sentiment_score":0.12658953666687012},{"word":"instructions","start":22.904999,"end":23.404999,"confidence":0.93603516,"punctuated_word":"instructions","sentiment":"neutral","sentiment_score":0.14300578832626343},{"word":"to","start":24.268938,"end":24.428938,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.1044262945652008},{"word":"activate","start":24.428938,"end":24.928938,"confidence":1.0,"punctuated_word":"activate","sentiment":"neutral","sentiment_score":0.1399146169424057},{"word":"a","start":25.14894,"end":25.468939,"confidence":0.64501953,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.1018109992146492},{"word":"internet","start":25.468939,"end":25.968939,"confidence":0.98828125,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":0.1190980151295662},{"word":"service","start":26.028938,"end":26.428938,"confidence":0.99902344,"punctuated_word":"service.","sentiment":"neutral","sentiment_score":0.09703366458415984},{"word":"okay","start":26.428938,"end":26.928938,"confidence":0.99902344,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.0849437564611435},{"word":"just","start":27.06894,"end":27.308939,"confidence":1.0,"punctuated_word":"Just","sentiment":"neutral","sentiment_score":0.10076212137937546},{"word":"one","start":27.308939,"end":27.548939,"confidence":1.0,"punctuated_word":"one","sentiment":"neutral","sentiment_score":0.10546869784593582},{"word":"moment","start":27.548939,"end":28.048939,"confidence":1.0,"punctuated_word":"moment.","sentiment":"neutral","sentiment_score":0.14639776945114136},{"word":"thank","start":28.348938,"end":28.588938,"confidence":0.98828125,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.5632038116455078},{"word":"you","start":28.588938,"end":29.088938,"confidence":0.9995117,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.34022557735443115}],"paragraphs":{"transcript":"\nHi. Good afternoon. Thank you so much for calling your account. How may I help you today? Okay.\n\nSo let me just go ahead and transfer you to one of our tech rep. In that way, they could further assist you and provide you the Cesar instructions to activate a Internet service. Okay? Just one moment. Thank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"positive","sentiment_score":0.4529575109481811},{"text":"Good afternoon.","start":1.04,"end":1.76,"sentiment":"positive","sentiment_score":0.6954102516174316},{"text":"Thank you so much for calling your account.","start":1.76,"end":3.86,"sentiment":"positive","sentiment_score":0.8324873521924019},{"text":"How may I help you today?","start":4.0,"end":5.2999997,"sentiment":"positive","sentiment_score":0.6932768225669861},{"text":"Okay.","start":12.96,"end":13.44,"sentiment":"neutral","sentiment_score":0.1146899163722992}],"sentiment":"positive","sentiment_score":0.7098904268609153,"num_words":18,"start":0.71999997,"end":13.44},{"sentences":[{"text":"So let me just go ahead and transfer you to one of our tech rep.","start":13.44,"end":19.145,"sentiment":"neutral","sentiment_score":0.12853773385286332},{"text":"In that way, they could further assist you and provide you the Cesar instructions to activate a Internet service.","start":19.145,"end":26.428938,"sentiment":"neutral","sentiment_score":0.1662812036903281},{"text":"Okay?","start":26.428938,"end":26.928938,"sentiment":"neutral","sentiment_score":0.0849437564611435},{"text":"Just one moment.","start":27.06894,"end":28.048939,"sentiment":"neutral","sentiment_score":0.11754286289215088},{"text":"Thank you.","start":28.348938,"end":29.088938,"sentiment":"positive","sentiment_score":0.4517146944999695}],"sentiment":"neutral","sentiment_score":0.16071026530116797,"num_words":40,"start":13.44,"end":29.088938}]}}]},{"alternatives":[{"transcript":"Hi. I I have a a modem in my house, and I just wanted to connect it to the Internet. Okay.","confidence":0.99609375,"words":[{"word":"hi","start":5.92,"end":6.42,"confidence":0.79345703,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.0796755850315094},{"word":"i","start":6.48,"end":6.8799996,"confidence":0.94970703,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.02978731505572796},{"word":"i","start":6.8799996,"end":6.96,"confidence":0.68652344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.022106681019067764},{"word":"have","start":6.96,"end":7.2,"confidence":0.9370117,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.03291921317577362},{"word":"a","start":7.2,"end":7.7,"confidence":0.99902344,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.054855622351169586},{"word":"a","start":7.7599998,"end":8.0,"confidence":0.9667969,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.06852059066295624},{"word":"modem","start":8.0,"end":8.4,"confidence":1.0,"punctuated_word":"modem","sentiment":"neutral","sentiment_score":0.0838368684053421},{"word":"in","start":8.4,"end":8.48,"confidence":0.9970703,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.07946476340293884},{"word":"my","start":8.48,"end":8.559999,"confidence":1.0,"punctuated_word":"my","sentiment":"neutral","sentiment_score":0.07023173570632935},{"word":"house","start":8.559999,"end":8.8,"confidence":0.9399414,"punctuated_word":"house,","sentiment":"neutral","sentiment_score":0.09936594218015672},{"word":"and","start":8.8,"end":8.96,"confidence":0.99316406,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.03482387214899063},{"word":"i","start":8.96,"end":9.12,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.010432559996843338},{"word":"just","start":9.12,"end":9.36,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.05370757356286049},{"word":"wanted","start":9.36,"end":9.599999,"confidence":1.0,"punctuated_word":"wanted","sentiment":"neutral","sentiment_score":0.05049503594636917},{"word":"to","start":9.599999,"end":9.679999,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.06925322115421295},{"word":"connect","start":9.679999,"end":10.0,"confidence":1.0,"punctuated_word":"connect","sentiment":"neutral","sentiment_score":0.06915493309497833},{"word":"it","start":10.0,"end":10.16,"confidence":0.99902344,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.07673559337854385},{"word":"to","start":10.16,"end":10.32,"confidence":0.99609375,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.08668092638254166},{"word":"the","start":10.32,"end":10.4,"confidence":0.9819336,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.06842274963855743},{"word":"internet","start":10.4,"end":10.9,"confidence":0.93481445,"punctuated_word":"Internet.","sentiment":"neutral","sentiment_score":0.08854101598262787},{"word":"okay","start":24.735,"end":25.235,"confidence":0.85791016,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.12031976133584976}],"paragraphs":{"transcript":"\nHi. I I have a a modem in my house, and I just wanted to connect it to the Internet. Okay.","paragraphs":[{"sentences":[{"text":"Hi.","start":5.92,"end":6.42,"sentiment":"neutral","sentiment_score":0.0796755850315094},{"text":"I I have a a modem in my house, and I just wanted to connect it to the Internet.","start":6.48,"end":10.9,"sentiment":"neutral","sentiment_score":0.06049137964452568},{"text":"Okay.","start":24.735,"end":25.235,"sentiment":"neutral","sentiment_score":0.12031976133584976}],"sentiment":"neutral","sentiment_score":0.06425388379111177,"num_words":21,"start":5.92,"end":25.235}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi. I I have a a modem in my house, and I just wanted to connect it to the Internet.\n\nChannel 0: Okay. So let me just go ahead and transfer you to one of our tech rep. In that way, they could further assist you and provide you the Cesar instructions to activate\n\nChannel 1: Okay.\n\nChannel 0: a Internet service. Okay? Just one moment. Thank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"positive","sentiment_score":0.4529575109481811},{"text":"Good afternoon.","start":1.04,"end":1.76,"sentiment":"positive","sentiment_score":0.6954102516174316},{"text":"Thank you so much for calling your account.","start":1.76,"end":3.86,"sentiment":"positive","sentiment_score":0.8324873521924019},{"text":"How may I help you today?","start":4.0,"end":5.2999997,"sentiment":"positive","sentiment_score":0.6932768225669861}],"sentiment":"positive","sentiment_score":0.7449022215955398,"channel":0,"num_words":17,"start":0.71999997,"end":5.2999997},{"sentences":[{"text":"Hi.","start":5.92,"end":6.42,"sentiment":"neutral","sentiment_score":0.0796755850315094},{"text":"I I have a a modem in my house, and I just wanted to connect it to the Internet.","start":6.48,"end":10.9,"sentiment":"neutral","sentiment_score":0.06049137964452568}],"sentiment":"neutral","sentiment_score":0.061450589913874865,"channel":1,"num_words":20,"start":5.92,"end":10.9},{"sentences":[{"text":"Okay.","start":12.96,"end":13.44,"sentiment":"neutral","sentiment_score":0.1146899163722992},{"text":"So let me just go ahead and transfer you to one of our tech rep.","start":13.44,"end":19.145,"sentiment":"neutral","sentiment_score":0.12853773385286332},{"text":"In that way, they could further assist you and provide you the Cesar instructions to activate","start":19.145,"end":24.928938,"sentiment":"neutral","sentiment_score":0.17758751194924116}],"sentiment":"neutral","sentiment_score":0.1526298786047846,"channel":0,"num_words":32,"start":12.96,"end":24.928938},{"sentences":[{"text":"Okay.","start":24.735,"end":25.235,"sentiment":"neutral","sentiment_score":0.12031976133584976}],"sentiment":"neutral","sentiment_score":0.12031976133584976,"channel":1,"num_words":1,"start":24.735,"end":25.235},{"sentences":[{"text":"a Internet service.","start":25.14894,"end":26.428938,"sentiment":"neutral","sentiment_score":0.10598089297612508},{"text":"Okay?","start":26.428938,"end":26.928938,"sentiment":"neutral","sentiment_score":0.0849437564611435},{"text":"Just one moment.","start":27.06894,"end":28.048939,"sentiment":"neutral","sentiment_score":0.11754286289215088},{"text":"Thank you.","start":28.348938,"end":29.088938,"sentiment":"positive","sentiment_score":0.4517146944999695}],"sentiment":"neutral","sentiment_score":0.18432715700732338,"channel":0,"num_words":9,"start":25.14894,"end":29.088938}]},"summary":{"result":"success","short":"The customer calls to connect their modem to the Internet and is transferred to a representative who can provide further assistance and instructions. The call ends with the representative thanking the customer for calling and waiting for a technician to assist them."},"intents":{"segments":[{"text":"Hi. I I have a a modem in my house, and I just wanted to connect it to the Internet. Okay.","start_word":17,"end_word":37,"intents":[{"intent":"Connect modem to internet","confidence_score":0.86672944}]}]},"sentiments":{"segments":[{"text":"Hi. Good afternoon. Thank you so much for calling your account. How may I help you today?","start_word":0,"end_word":16,"sentiment":"positive","sentiment_score":0.7255445122718811},{"text":"Hi. I I have a a modem in my house, and I just wanted to connect it to the Internet. Okay. So let me just go ahead and transfer you to one of our tech rep. In that way, they could further assist you and provide you the Cesar instructions to activate Okay. a Internet service. Okay? Just one moment.","start_word":17,"end_word":76,"sentiment":"neutral","sentiment_score":0.11365724354982376},{"text":"Thank you.","start_word":77,"end_word":78,"sentiment":"positive","sentiment_score":0.5276345014572144}],"average":{"sentiment":"neutral","sentiment_score":0.25599628024631077}}}}