{"metadata":{"transaction_key":"deprecated","request_id":"019f3563-4585-7f01-80d2-4b17ef073267","sha256":"11db46abc5e8406e5ec85b369e82ef13bfa0fdd65a01432932ebe7deb0471233","created":"2026-07-06T03:05:27.513Z","duration":66.743935,"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":112,"output_tokens":56},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":120,"output_tokens":120},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":120,"output_tokens":2}},"results":{"channels":[{"alternatives":[{"transcript":"Oh, yes. Hi. Yes. Can you, get me over to Miles Fleming, in the IT department? I see. Well, thank you, though. Appreciate it.","confidence":0.99902344,"words":[{"word":"oh","start":44.175,"end":44.415,"confidence":0.98706055,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.0261891670525074},{"word":"yes","start":44.415,"end":44.735,"confidence":0.99853516,"punctuated_word":"yes.","sentiment":"neutral","sentiment_score":0.0275663323700428},{"word":"hi","start":44.735,"end":45.215,"confidence":1.0,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.035474345088005066},{"word":"yes","start":45.454998,"end":45.774998,"confidence":0.76538086,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":0.03834022581577301},{"word":"can","start":45.774998,"end":45.934998,"confidence":1.0,"punctuated_word":"Can","sentiment":"neutral","sentiment_score":0.03802713379263878},{"word":"you","start":45.934998,"end":46.175,"confidence":0.9494629,"punctuated_word":"you,","sentiment":"neutral","sentiment_score":0.03461221233010292},{"word":"get","start":46.415,"end":46.574997,"confidence":0.99902344,"punctuated_word":"get","sentiment":"neutral","sentiment_score":0.029136862605810165},{"word":"me","start":46.574997,"end":46.815,"confidence":1.0,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.03713603690266609},{"word":"over","start":46.815,"end":47.135,"confidence":1.0,"punctuated_word":"over","sentiment":"neutral","sentiment_score":0.04053876549005509},{"word":"to","start":47.135,"end":47.535,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.02681771479547024},{"word":"miles","start":47.535,"end":48.035,"confidence":0.8642578,"punctuated_word":"Miles","sentiment":"neutral","sentiment_score":0.04404415562748909},{"word":"fleming","start":48.094997,"end":48.594997,"confidence":0.9790039,"punctuated_word":"Fleming,","sentiment":"neutral","sentiment_score":0.03256727010011673},{"word":"in","start":49.055,"end":49.215,"confidence":1.0,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.030821379274129868},{"word":"the","start":49.215,"end":49.454998,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.03646362945437431},{"word":"it","start":49.454998,"end":49.855,"confidence":1.0,"punctuated_word":"IT","sentiment":"neutral","sentiment_score":0.06530840694904327},{"word":"department","start":49.855,"end":50.355,"confidence":0.99609375,"punctuated_word":"department?","sentiment":"neutral","sentiment_score":0.0187872014939785},{"word":"i","start":59.629997,"end":59.949997,"confidence":0.9970703,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.09977709501981737},{"word":"see","start":59.949997,"end":60.35,"confidence":1.0,"punctuated_word":"see.","sentiment":"neutral","sentiment_score":-0.0699939876794815},{"word":"well","start":60.35,"end":60.59,"confidence":0.9838867,"punctuated_word":"Well,","sentiment":"neutral","sentiment_score":0.1404937207698822},{"word":"thank","start":60.59,"end":60.75,"confidence":1.0,"punctuated_word":"thank","sentiment":"positive","sentiment_score":0.4037368893623352},{"word":"you","start":60.75,"end":60.989998,"confidence":0.7088623,"punctuated_word":"you,","sentiment":"positive","sentiment_score":0.39901894330978394},{"word":"though","start":60.989998,"end":61.39,"confidence":0.7722168,"punctuated_word":"though.","sentiment":"neutral","sentiment_score":0.2470935136079788},{"word":"appreciate","start":61.39,"end":61.79,"confidence":0.9954427,"punctuated_word":"Appreciate","sentiment":"positive","sentiment_score":0.4914033114910126},{"word":"it","start":61.79,"end":62.29,"confidence":0.9995117,"punctuated_word":"it.","sentiment":"positive","sentiment_score":0.3785558342933655}],"paragraphs":{"transcript":"\nOh, yes. Hi. Yes. Can you, get me over to Miles Fleming, in the IT department? I see.\n\nWell, thank you, though. Appreciate it.","paragraphs":[{"sentences":[{"text":"Oh, yes.","start":44.175,"end":44.735,"sentiment":"neutral","sentiment_score":0.0268777497112751},{"text":"Hi.","start":44.735,"end":45.215,"sentiment":"neutral","sentiment_score":0.035474345088005066},{"text":"Yes.","start":45.454998,"end":45.774998,"sentiment":"neutral","sentiment_score":0.03834022581577301},{"text":"Can you, get me over to Miles Fleming, in the IT department?","start":45.774998,"end":50.355,"sentiment":"neutral","sentiment_score":0.03618839740132292},{"text":"I see.","start":59.629997,"end":60.35,"sentiment":"neutral","sentiment_score":-0.08488554134964943}],"sentiment":"neutral","sentiment_score":0.02178109758016136,"num_words":18,"start":44.175,"end":60.35},{"sentences":[{"text":"Well, thank you, though.","start":60.35,"end":61.39,"sentiment":"neutral","sentiment_score":0.29758576676249504},{"text":"Appreciate it.","start":61.39,"end":62.29,"sentiment":"positive","sentiment_score":0.434979572892189}],"sentiment":"positive","sentiment_score":0.3433837021390597,"num_words":6,"start":60.35,"end":62.29}]}}]},{"alternatives":[{"transcript":"Toymate. Please hold, and one of our friendly staff will be with you shortly. Hello. This is Janine from Toymate online customer service team. How can I help you? Unfortunately, we do not have any contact details with other departments. We only assist customers with their online orders. Oh, no problem. Thanks again for reaching out. Bye bye.","confidence":1.0,"words":[{"word":"toymate","start":0.24,"end":0.74,"confidence":0.7093099,"punctuated_word":"Toymate.","sentiment":"neutral","sentiment_score":0.04764451831579208},{"word":"please","start":1.04,"end":1.36,"confidence":0.99902344,"punctuated_word":"Please","sentiment":"neutral","sentiment_score":0.08111591637134552},{"word":"hold","start":1.36,"end":1.68,"confidence":0.88793945,"punctuated_word":"hold,","sentiment":"neutral","sentiment_score":0.0640178918838501},{"word":"and","start":1.68,"end":1.92,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.04773446172475815},{"word":"one","start":1.92,"end":2.08,"confidence":1.0,"punctuated_word":"one","sentiment":"neutral","sentiment_score":0.07360787689685822},{"word":"of","start":2.08,"end":2.24,"confidence":1.0,"punctuated_word":"of","sentiment":"neutral","sentiment_score":0.09237503260374068},{"word":"our","start":2.24,"end":2.48,"confidence":1.0,"punctuated_word":"our","sentiment":"neutral","sentiment_score":0.09929971396923064},{"word":"friendly","start":2.48,"end":2.96,"confidence":1.0,"punctuated_word":"friendly","sentiment":"neutral","sentiment_score":0.15002471208572388},{"word":"staff","start":2.96,"end":3.28,"confidence":1.0,"punctuated_word":"staff","sentiment":"neutral","sentiment_score":0.08791516721248627},{"word":"will","start":3.28,"end":3.4399998,"confidence":1.0,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.06477919965982437},{"word":"be","start":3.4399998,"end":3.6,"confidence":1.0,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.05278941243886947},{"word":"with","start":3.6,"end":3.6799998,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.05415558442473411},{"word":"you","start":3.6799998,"end":3.9199998,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.06930292397737503},{"word":"shortly","start":3.9199998,"end":4.42,"confidence":1.0,"punctuated_word":"shortly.","sentiment":"neutral","sentiment_score":0.050045810639858246},{"word":"hello","start":38.72,"end":39.120003,"confidence":0.99121094,"punctuated_word":"Hello.","sentiment":"neutral","sentiment_score":0.10880984365940094},{"word":"this","start":39.120003,"end":39.36,"confidence":1.0,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.13954058289527893},{"word":"is","start":39.36,"end":39.52,"confidence":0.99902344,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.1421378254890442},{"word":"janine","start":39.52,"end":39.84,"confidence":0.7763672,"punctuated_word":"Janine","sentiment":"neutral","sentiment_score":0.14331403374671936},{"word":"from","start":39.84,"end":40.08,"confidence":0.99902344,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.13273771107196808},{"word":"toymate","start":40.08,"end":40.48,"confidence":0.33337402,"punctuated_word":"Toymate","sentiment":"neutral","sentiment_score":0.155476376414299},{"word":"online","start":40.48,"end":40.88,"confidence":0.9301758,"punctuated_word":"online","sentiment":"neutral","sentiment_score":0.107411228120327},{"word":"customer","start":40.88,"end":41.36,"confidence":0.99902344,"punctuated_word":"customer","sentiment":"neutral","sentiment_score":0.1196480244398117},{"word":"service","start":41.36,"end":41.760002,"confidence":1.0,"punctuated_word":"service","sentiment":"neutral","sentiment_score":0.10720714181661606},{"word":"team","start":41.760002,"end":42.08,"confidence":1.0,"punctuated_word":"team.","sentiment":"neutral","sentiment_score":0.11310981959104538},{"word":"how","start":42.08,"end":42.24,"confidence":1.0,"punctuated_word":"How","sentiment":"neutral","sentiment_score":0.1404011845588684},{"word":"can","start":42.24,"end":42.4,"confidence":1.0,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.13637034595012665},{"word":"i","start":42.4,"end":42.56,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.12566184997558594},{"word":"help","start":42.56,"end":42.72,"confidence":1.0,"punctuated_word":"help","sentiment":"neutral","sentiment_score":0.10361965000629424},{"word":"you","start":42.72,"end":43.215,"confidence":1.0,"punctuated_word":"you?","sentiment":"neutral","sentiment_score":0.08088894188404083},{"word":"unfortunately","start":51.775,"end":52.275,"confidence":0.99853516,"punctuated_word":"Unfortunately,","sentiment":"neutral","sentiment_score":-0.31091776490211487},{"word":"we","start":52.495,"end":52.655,"confidence":1.0,"punctuated_word":"we","sentiment":"neutral","sentiment_score":-0.33046790957450867},{"word":"do","start":52.655,"end":52.815,"confidence":0.99121094,"punctuated_word":"do","sentiment":"neutral","sentiment_score":-0.3239056169986725},{"word":"not","start":52.815,"end":53.055,"confidence":1.0,"punctuated_word":"not","sentiment":"neutral","sentiment_score":-0.28857848048210144},{"word":"have","start":53.055,"end":53.215,"confidence":1.0,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.330221951007843},{"word":"any","start":53.215,"end":53.535,"confidence":1.0,"punctuated_word":"any","sentiment":"negative","sentiment_score":-0.4128892123699188},{"word":"contact","start":53.535,"end":53.855,"confidence":1.0,"punctuated_word":"contact","sentiment":"negative","sentiment_score":-0.5296351313591003},{"word":"details","start":53.855,"end":54.335,"confidence":1.0,"punctuated_word":"details","sentiment":"negative","sentiment_score":-0.43024617433547974},{"word":"with","start":54.335,"end":54.495,"confidence":0.9951172,"punctuated_word":"with","sentiment":"negative","sentiment_score":-0.3820278346538544},{"word":"other","start":54.495,"end":54.815,"confidence":0.9951172,"punctuated_word":"other","sentiment":"negative","sentiment_score":-0.4466266632080078},{"word":"departments","start":54.815,"end":55.315,"confidence":0.9831543,"punctuated_word":"departments.","sentiment":"negative","sentiment_score":-0.3458426296710968},{"word":"we","start":55.614998,"end":55.775,"confidence":1.0,"punctuated_word":"We","sentiment":"neutral","sentiment_score":-0.2358575016260147},{"word":"only","start":55.775,"end":56.095,"confidence":1.0,"punctuated_word":"only","sentiment":"neutral","sentiment_score":-0.2125836610794067},{"word":"assist","start":56.095,"end":56.415,"confidence":0.99902344,"punctuated_word":"assist","sentiment":"neutral","sentiment_score":-0.12556694447994232},{"word":"customers","start":56.415,"end":56.915,"confidence":1.0,"punctuated_word":"customers","sentiment":"neutral","sentiment_score":-0.0969245657324791},{"word":"with","start":56.975,"end":57.135002,"confidence":0.98828125,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.13154393434524536},{"word":"their","start":57.135002,"end":57.295,"confidence":0.99902344,"punctuated_word":"their","sentiment":"neutral","sentiment_score":-0.21087414026260376},{"word":"online","start":57.295,"end":57.695,"confidence":1.0,"punctuated_word":"online","sentiment":"neutral","sentiment_score":-0.17596644163131714},{"word":"orders","start":57.695,"end":58.195,"confidence":0.9995117,"punctuated_word":"orders.","sentiment":"neutral","sentiment_score":-0.2782776951789856},{"word":"oh","start":62.78894,"end":63.10894,"confidence":0.76220703,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.1760113090276718},{"word":"no","start":63.10894,"end":63.348938,"confidence":0.99902344,"punctuated_word":"no","sentiment":"neutral","sentiment_score":0.21373531222343445},{"word":"problem","start":63.348938,"end":63.848938,"confidence":0.99902344,"punctuated_word":"problem.","sentiment":"neutral","sentiment_score":0.28704604506492615},{"word":"thanks","start":63.90894,"end":64.228935,"confidence":0.9980469,"punctuated_word":"Thanks","sentiment":"positive","sentiment_score":0.4510841369628906},{"word":"again","start":64.228935,"end":64.46894,"confidence":0.99609375,"punctuated_word":"again","sentiment":"positive","sentiment_score":0.5431917905807495},{"word":"for","start":64.46894,"end":64.62894,"confidence":0.99902344,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.5470520257949829},{"word":"reaching","start":64.62894,"end":65.02894,"confidence":1.0,"punctuated_word":"reaching","sentiment":"positive","sentiment_score":0.5744103193283081},{"word":"out","start":65.02894,"end":65.52894,"confidence":1.0,"punctuated_word":"out.","sentiment":"positive","sentiment_score":0.4946580529212952},{"word":"bye","start":65.588936,"end":65.82894,"confidence":0.99902344,"punctuated_word":"Bye","sentiment":"neutral","sentiment_score":0.22470209002494812},{"word":"bye","start":65.82894,"end":66.32894,"confidence":0.99609375,"punctuated_word":"bye.","sentiment":"neutral","sentiment_score":0.1408787965774536}],"paragraphs":{"transcript":"\nToymate. Please hold, and one of our friendly staff will be with you shortly. Hello. This is Janine from Toymate online customer service team. How can I help you?\n\nUnfortunately, we do not have any contact details with other departments. We only assist customers with their online orders. Oh, no problem. Thanks again for reaching out. Bye bye.","paragraphs":[{"sentences":[{"text":"Toymate.","start":0.24,"end":0.74,"sentiment":"neutral","sentiment_score":0.04764451831579208},{"text":"Please hold, and one of our friendly staff will be with you shortly.","start":1.04,"end":4.42,"sentiment":"neutral","sentiment_score":0.07593566952989651},{"text":"Hello.","start":38.72,"end":39.120003,"sentiment":"neutral","sentiment_score":0.10880984365940094},{"text":"This is Janine from Toymate online customer service team.","start":39.120003,"end":42.08,"sentiment":"neutral","sentiment_score":0.1289536381761233},{"text":"How can I help you?","start":42.08,"end":43.215,"sentiment":"neutral","sentiment_score":0.11738839447498321}],"sentiment":"neutral","sentiment_score":0.09969457868358185,"num_words":29,"start":0.24,"end":43.215},{"sentences":[{"text":"Unfortunately, we do not have any contact details with other departments.","start":51.775,"end":55.315,"sentiment":"negative","sentiment_score":-0.37557812441479077},{"text":"We only assist customers with their online orders.","start":55.614998,"end":58.195,"sentiment":"neutral","sentiment_score":-0.18344936054199934},{"text":"Oh, no problem.","start":62.78894,"end":63.848938,"sentiment":"neutral","sentiment_score":0.22559755543867746},{"text":"Thanks again for reaching out.","start":63.90894,"end":65.52894,"sentiment":"positive","sentiment_score":0.5220792651176452},{"text":"Bye bye.","start":65.588936,"end":66.32894,"sentiment":"neutral","sentiment_score":0.18279044330120087}],"sentiment":"neutral","sentiment_score":-0.06710980601351836,"num_words":29,"start":51.775,"end":66.32894}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Toymate. Please hold, and one of our friendly staff will be with you shortly. Hello. This is Janine from Toymate online customer service team. How can I help you?\n\nChannel 0: Oh, yes. Hi. Yes. Can you, get me over to Miles Fleming, in the IT department?\n\nChannel 1: Unfortunately, we do not have any contact details with other departments. We only assist customers with their online orders.\n\nChannel 0: I see. Well, thank you, though. Appreciate it.\n\nChannel 1: Oh, no problem. Thanks again for reaching out. Bye bye.","paragraphs":[{"sentences":[{"text":"Toymate.","start":0.24,"end":0.74,"sentiment":"neutral","sentiment_score":0.04764451831579208},{"text":"Please hold, and one of our friendly staff will be with you shortly.","start":1.04,"end":4.42,"sentiment":"neutral","sentiment_score":0.07593566952989651},{"text":"Hello.","start":38.72,"end":39.120003,"sentiment":"neutral","sentiment_score":0.10880984365940094},{"text":"This is Janine from Toymate online customer service team.","start":39.120003,"end":42.08,"sentiment":"neutral","sentiment_score":0.1289536381761233},{"text":"How can I help you?","start":42.08,"end":43.215,"sentiment":"neutral","sentiment_score":0.11738839447498321}],"sentiment":"neutral","sentiment_score":0.09969457868358185,"channel":1,"num_words":29,"start":0.24,"end":43.215},{"sentences":[{"text":"Oh, yes.","start":44.175,"end":44.735,"sentiment":"neutral","sentiment_score":0.0268777497112751},{"text":"Hi.","start":44.735,"end":45.215,"sentiment":"neutral","sentiment_score":0.035474345088005066},{"text":"Yes.","start":45.454998,"end":45.774998,"sentiment":"neutral","sentiment_score":0.03834022581577301},{"text":"Can you, get me over to Miles Fleming, in the IT department?","start":45.774998,"end":50.355,"sentiment":"neutral","sentiment_score":0.03618839740132292}],"sentiment":"neutral","sentiment_score":0.03511442744638771,"channel":0,"num_words":16,"start":44.175,"end":50.355},{"sentences":[{"text":"Unfortunately, we do not have any contact details with other departments.","start":51.775,"end":55.315,"sentiment":"negative","sentiment_score":-0.37557812441479077},{"text":"We only assist customers with their online orders.","start":55.614998,"end":58.195,"sentiment":"neutral","sentiment_score":-0.18344936054199934}],"sentiment":"neutral","sentiment_score":-0.29468180278414174,"channel":1,"num_words":19,"start":51.775,"end":58.195},{"sentences":[{"text":"I see.","start":59.629997,"end":60.35,"sentiment":"neutral","sentiment_score":-0.08488554134964943},{"text":"Well, thank you, though.","start":60.35,"end":61.39,"sentiment":"neutral","sentiment_score":0.29758576676249504},{"text":"Appreciate it.","start":61.39,"end":62.29,"sentiment":"positive","sentiment_score":0.434979572892189}],"sentiment":"neutral","sentiment_score":0.23631639126688242,"channel":0,"num_words":8,"start":59.629997,"end":62.29},{"sentences":[{"text":"Oh, no problem.","start":62.78894,"end":63.848938,"sentiment":"neutral","sentiment_score":0.22559755543867746},{"text":"Thanks again for reaching out.","start":63.90894,"end":65.52894,"sentiment":"positive","sentiment_score":0.5220792651176452},{"text":"Bye bye.","start":65.588936,"end":66.32894,"sentiment":"neutral","sentiment_score":0.18279044330120087}],"sentiment":"positive","sentiment_score":0.36527698785066604,"channel":1,"num_words":10,"start":62.78894,"end":66.32894}]},"summary":{"result":"success","short":"A customer called Toymate's customer service department and was directed to Miles Fleming in the IT department. The customer was informed that there were no other departments available and was thanked for their time. The call ended with the customer being placed on hold and thanked for their call."},"intents":{"segments":[]},"sentiments":{"segments":[{"text":"Toymate. Please hold, and one of our friendly staff will be with you shortly. Hello. This is Janine from Toymate online customer service team. How can I help you? Oh, yes. Hi. Yes. Can you, get me over to Miles Fleming, in the IT department?","start_word":0,"end_word":44,"sentiment":"neutral","sentiment_score":0.07197505980730057},{"text":"Unfortunately, we do not have any contact details with other departments.","start_word":45,"end_word":55,"sentiment":"negative","sentiment_score":-0.3683169186115265},{"text":"We only assist customers with their online orders. I see. Well, thank you, though.","start_word":56,"end_word":69,"sentiment":"neutral","sentiment_score":-0.0004572836915031075},{"text":"Appreciate it.","start_word":70,"end_word":71,"sentiment":"positive","sentiment_score":0.4462643265724182},{"text":"Oh, no problem.","start_word":72,"end_word":74,"sentiment":"neutral","sentiment_score":0.2279700338840485},{"text":"Thanks again for reaching out.","start_word":75,"end_word":79,"sentiment":"positive","sentiment_score":0.5175091028213501},{"text":"Bye bye.","start_word":80,"end_word":81,"sentiment":"neutral","sentiment_score":0.20279160141944885}],"average":{"sentiment":"neutral","sentiment_score":0.06263087193171184}}}}