{"metadata":{"transaction_key":"deprecated","request_id":"019e47ee-16a8-7560-9877-beb51921e894","sha256":"9301a35ce1ab78760f524728f18b2a131be8dc96dfe43d1ceed23a69da73e7bd","created":"2026-05-21T00:27:27.972Z","duration":177.47993,"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":546,"output_tokens":86},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":590,"output_tokens":591},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":590,"output_tokens":50}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good morning. You have reached Airtel accounts. How may I help you today? Oh, sure. I would love to assist you today. May I please confirm your full name? Wonderful name. Nice to have you on the line, Shana Rasa. Yes. Our account is trying to reach you out in reference to your outstanding invoice, $79.95. Are you going to use your Visa or your Mastercard for today's payment? Oh, oh, yeah. Oh, okay. I see. I understand that. But we appreciate that you called in in reference with this. So let me just check here. Okay? So as you are aware, this invoice was due the eleventh. But if I may ask, in that way, I could make a proper documentation. And once our account manager asked why this invoice is still unpaid, I can go ahead and provide it and justify why it was not paid. Okay? So which date by next week that you can commit to settle the amount? Oh, next payoff. Okay. Thursday. Just bear with me. I'm trying to put on your account here. Thursday. So are you calling us back, or will I call you on Thursday, or you will do it through the customer portal because we sent you the details and Mm-mm. Mm-mm. Okay. So next Thursday will be the twenty eighth. Okay. I will make a proper documentation on the account. You called in and you advised your situation, and you can pay this invoice on the twenty eighth. So on this day, please ensure that this amount will be settled. And, yes, you are correct. We are happy to assist you if you encountered any issue or if you need our help to proceed with your payment by Thursday. Okay? Alright. I appreciate your time today, Generosa, and you do have a great day, and be safe always. Thank you. Goodbye.","confidence":0.99902344,"words":[{"word":"hi","start":0.48,"end":0.71999997,"confidence":0.9975586,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.16031955182552338},{"word":"good","start":0.71999997,"end":0.96,"confidence":1.0,"punctuated_word":"Good","sentiment":"positive","sentiment_score":0.39021021127700806},{"word":"morning","start":0.96,"end":1.36,"confidence":1.0,"punctuated_word":"morning.","sentiment":"neutral","sentiment_score":0.2961834669113159},{"word":"you","start":1.36,"end":1.5999999,"confidence":0.99902344,"punctuated_word":"You","sentiment":"neutral","sentiment_score":0.23391692340373993},{"word":"have","start":1.5999999,"end":1.8399999,"confidence":0.9921875,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.20362283289432528},{"word":"reached","start":1.8399999,"end":2.08,"confidence":1.0,"punctuated_word":"reached","sentiment":"neutral","sentiment_score":0.2381259799003601},{"word":"airtel","start":2.08,"end":2.56,"confidence":0.94628906,"punctuated_word":"Airtel","sentiment":"neutral","sentiment_score":0.31479644775390625},{"word":"accounts","start":2.56,"end":2.96,"confidence":0.90063477,"punctuated_word":"accounts.","sentiment":"neutral","sentiment_score":0.2161458730697632},{"word":"how","start":2.96,"end":3.12,"confidence":1.0,"punctuated_word":"How","sentiment":"neutral","sentiment_score":0.24552536010742188},{"word":"may","start":3.12,"end":3.2399998,"confidence":1.0,"punctuated_word":"may","sentiment":"neutral","sentiment_score":0.2930651009082794},{"word":"i","start":3.2399998,"end":3.36,"confidence":0.9892578,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.28265145421028137},{"word":"help","start":3.36,"end":3.6,"confidence":1.0,"punctuated_word":"help","sentiment":"neutral","sentiment_score":0.29409268498420715},{"word":"you","start":3.6,"end":3.76,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.28138113021850586},{"word":"today","start":3.76,"end":4.26,"confidence":1.0,"punctuated_word":"today?","sentiment":"neutral","sentiment_score":0.2118712812662125},{"word":"oh","start":12.805,"end":13.125,"confidence":0.859375,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.21669936180114743},{"word":"sure","start":13.125,"end":13.365001,"confidence":0.9951172,"punctuated_word":"sure.","sentiment":"neutral","sentiment_score":0.2175855338573456},{"word":"i","start":13.365001,"end":13.525001,"confidence":1.0,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.3524748980998993},{"word":"would","start":13.525001,"end":13.765,"confidence":1.0,"punctuated_word":"would","sentiment":"positive","sentiment_score":0.39771631360054016},{"word":"love","start":13.765,"end":14.085,"confidence":1.0,"punctuated_word":"love","sentiment":"positive","sentiment_score":0.593239426612854},{"word":"to","start":14.085,"end":14.165001,"confidence":0.99902344,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.5035174489021301},{"word":"assist","start":14.165001,"end":14.485001,"confidence":1.0,"punctuated_word":"assist","sentiment":"positive","sentiment_score":0.5049247145652771},{"word":"you","start":14.485001,"end":14.725,"confidence":0.9970703,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.4734945297241211},{"word":"today","start":14.725,"end":15.045,"confidence":1.0,"punctuated_word":"today.","sentiment":"positive","sentiment_score":0.4836921691894531},{"word":"may","start":15.045,"end":15.285,"confidence":1.0,"punctuated_word":"May","sentiment":"neutral","sentiment_score":0.20363950729370117},{"word":"i","start":15.285,"end":15.365001,"confidence":0.9667969,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.17073607444763184},{"word":"please","start":15.365001,"end":15.685,"confidence":0.99902344,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.13775478303432465},{"word":"confirm","start":15.685,"end":16.165,"confidence":1.0,"punctuated_word":"confirm","sentiment":"neutral","sentiment_score":0.1662662923336029},{"word":"your","start":16.165,"end":16.485,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.09583935886621477},{"word":"full","start":16.485,"end":16.805,"confidence":1.0,"punctuated_word":"full","sentiment":"neutral","sentiment_score":0.1922580599784851},{"word":"name","start":16.805,"end":17.305,"confidence":0.99902344,"punctuated_word":"name?","sentiment":"neutral","sentiment_score":0.17055141925811768},{"word":"wonderful","start":21.765,"end":22.265,"confidence":1.0,"punctuated_word":"Wonderful","sentiment":"positive","sentiment_score":0.7835505604743958},{"word":"name","start":22.325,"end":22.645,"confidence":0.98706055,"punctuated_word":"name.","sentiment":"positive","sentiment_score":0.5755654573440552},{"word":"nice","start":22.645,"end":22.965,"confidence":1.0,"punctuated_word":"Nice","sentiment":"positive","sentiment_score":0.7987586855888367},{"word":"to","start":22.965,"end":23.045,"confidence":1.0,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.7671128511428833},{"word":"have","start":23.045,"end":23.285,"confidence":1.0,"punctuated_word":"have","sentiment":"positive","sentiment_score":0.6800202131271362},{"word":"you","start":23.285,"end":23.365,"confidence":0.984375,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.5670743584632874},{"word":"on","start":23.365,"end":23.445,"confidence":0.5234375,"punctuated_word":"on","sentiment":"positive","sentiment_score":0.6049063205718994},{"word":"the","start":23.445,"end":23.605,"confidence":0.99902344,"punctuated_word":"the","sentiment":"positive","sentiment_score":0.5533488392829895},{"word":"line","start":23.605,"end":23.845001,"confidence":0.99609375,"punctuated_word":"line,","sentiment":"positive","sentiment_score":0.6851861476898193},{"word":"shana","start":23.845001,"end":24.244999,"confidence":0.3441162,"punctuated_word":"Shana","sentiment":"positive","sentiment_score":0.5539056062698364},{"word":"rasa","start":24.244999,"end":24.72,"confidence":0.6720378,"punctuated_word":"Rasa.","sentiment":"positive","sentiment_score":0.5334358215332031},{"word":"yes","start":25.039999,"end":25.359999,"confidence":0.9975586,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":0.1151701807975769},{"word":"our","start":25.359999,"end":25.679998,"confidence":0.9970703,"punctuated_word":"Our","sentiment":"neutral","sentiment_score":0.048190124332904816},{"word":"account","start":25.679998,"end":26.0,"confidence":0.97265625,"punctuated_word":"account","sentiment":"neutral","sentiment_score":0.1363394558429718},{"word":"is","start":26.0,"end":26.24,"confidence":0.82958984,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.05073186010122299},{"word":"trying","start":26.24,"end":26.56,"confidence":0.9970703,"punctuated_word":"trying","sentiment":"neutral","sentiment_score":0.05389316752552986},{"word":"to","start":26.56,"end":26.72,"confidence":0.9980469,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.06392037123441696},{"word":"reach","start":26.72,"end":26.96,"confidence":1.0,"punctuated_word":"reach","sentiment":"neutral","sentiment_score":0.07236150652170181},{"word":"you","start":26.96,"end":27.119999,"confidence":0.78515625,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.08890830725431442},{"word":"out","start":27.119999,"end":27.359999,"confidence":0.9970703,"punctuated_word":"out","sentiment":"neutral","sentiment_score":0.12094670534133913},{"word":"in","start":27.359999,"end":27.599998,"confidence":0.9980469,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.1211794763803482},{"word":"reference","start":27.599998,"end":28.08,"confidence":1.0,"punctuated_word":"reference","sentiment":"neutral","sentiment_score":0.13579821586608887},{"word":"to","start":28.08,"end":28.24,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.15185168385505676},{"word":"your","start":28.24,"end":28.64,"confidence":0.99902344,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.1478886604309082},{"word":"outstanding","start":28.64,"end":29.14,"confidence":1.0,"punctuated_word":"outstanding","sentiment":"neutral","sentiment_score":0.11796586215496065},{"word":"invoice","start":29.279999,"end":29.779999,"confidence":0.9428711,"punctuated_word":"invoice,","sentiment":"neutral","sentiment_score":0.1422523856163025},{"word":"$79.95","start":29.84,"end":32.1,"confidence":0.99676514,"punctuated_word":"$79.95.","sentiment":"neutral","sentiment_score":0.08894740045070648},{"word":"are","start":32.32,"end":32.559998,"confidence":1.0,"punctuated_word":"Are","sentiment":"neutral","sentiment_score":0.03116237185895443},{"word":"you","start":32.559998,"end":32.72,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.03195831924676895},{"word":"going","start":32.72,"end":32.96,"confidence":0.99902344,"punctuated_word":"going","sentiment":"neutral","sentiment_score":0.02788139507174492},{"word":"to","start":32.96,"end":33.12,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.03214799612760544},{"word":"use","start":33.12,"end":33.36,"confidence":0.99902344,"punctuated_word":"use","sentiment":"neutral","sentiment_score":0.04076666757464409},{"word":"your","start":33.36,"end":33.68,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.03533574938774109},{"word":"visa","start":33.68,"end":34.18,"confidence":0.9951172,"punctuated_word":"Visa","sentiment":"neutral","sentiment_score":0.06130052357912064},{"word":"or","start":34.239998,"end":34.399998,"confidence":0.99609375,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.0338800847530365},{"word":"your","start":34.399998,"end":34.72,"confidence":0.99902344,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.05653706938028336},{"word":"mastercard","start":34.72,"end":35.22,"confidence":0.9980469,"punctuated_word":"Mastercard","sentiment":"neutral","sentiment_score":0.07048621028661728},{"word":"for","start":35.44,"end":35.68,"confidence":0.99902344,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.05478702485561371},{"word":"today's","start":35.68,"end":36.16,"confidence":1.0,"punctuated_word":"today's","sentiment":"neutral","sentiment_score":0.08141396194696426},{"word":"payment","start":36.16,"end":36.66,"confidence":1.0,"punctuated_word":"payment?","sentiment":"neutral","sentiment_score":0.04179487004876137},{"word":"oh","start":54.22,"end":54.54,"confidence":0.76586914,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":-0.10289715975522996},{"word":"oh","start":54.54,"end":54.620003,"confidence":0.7492676,"punctuated_word":"oh,","sentiment":"neutral","sentiment_score":-0.08655857294797897},{"word":"yeah","start":54.620003,"end":55.120003,"confidence":0.8811035,"punctuated_word":"yeah.","sentiment":"neutral","sentiment_score":-0.07305072247982025},{"word":"oh","start":55.82,"end":56.3,"confidence":0.81933594,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":-0.018054433166980743},{"word":"okay","start":56.3,"end":56.5,"confidence":0.9941406,"punctuated_word":"okay.","sentiment":"neutral","sentiment_score":-0.0111275352537632},{"word":"i","start":56.5,"end":56.7,"confidence":0.56152344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.013560395687818527},{"word":"see","start":56.7,"end":56.940002,"confidence":0.9885254,"punctuated_word":"see.","sentiment":"neutral","sentiment_score":-0.0069746896624565125},{"word":"i","start":56.940002,"end":57.18,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.007402468472719192},{"word":"understand","start":57.18,"end":57.68,"confidence":1.0,"punctuated_word":"understand","sentiment":"neutral","sentiment_score":0.008068934082984924},{"word":"that","start":57.9,"end":58.4,"confidence":0.7751465,"punctuated_word":"that.","sentiment":"neutral","sentiment_score":-0.003752809017896652},{"word":"but","start":58.46,"end":58.86,"confidence":1.0,"punctuated_word":"But","sentiment":"neutral","sentiment_score":-0.0007103234529495239},{"word":"we","start":58.86,"end":59.18,"confidence":1.0,"punctuated_word":"we","sentiment":"neutral","sentiment_score":0.06130412220954895},{"word":"appreciate","start":59.18,"end":59.68,"confidence":1.0,"punctuated_word":"appreciate","sentiment":"neutral","sentiment_score":0.1509239375591278},{"word":"that","start":59.74,"end":60.06,"confidence":1.0,"punctuated_word":"that","sentiment":"neutral","sentiment_score":0.1134328991174698},{"word":"you","start":60.06,"end":60.3,"confidence":0.99902344,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.14135009050369263},{"word":"called","start":60.3,"end":60.620003,"confidence":0.96435547,"punctuated_word":"called","sentiment":"neutral","sentiment_score":0.14632049202919006},{"word":"in","start":60.620003,"end":60.86,"confidence":1.0,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.12047307193279266},{"word":"in","start":60.86,"end":61.02,"confidence":0.8183594,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.13432517647743225},{"word":"reference","start":61.02,"end":61.52,"confidence":0.9770508,"punctuated_word":"reference","sentiment":"neutral","sentiment_score":0.2418515682220459},{"word":"with","start":61.58,"end":61.82,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.2733183205127716},{"word":"this","start":61.82,"end":62.32,"confidence":0.8942871,"punctuated_word":"this.","sentiment":"neutral","sentiment_score":0.09460464864969254},{"word":"so","start":62.54,"end":62.86,"confidence":1.0,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.0388609766960144},{"word":"let","start":62.86,"end":63.02,"confidence":0.99902344,"punctuated_word":"let","sentiment":"neutral","sentiment_score":0.05386196821928024},{"word":"me","start":63.02,"end":63.260002,"confidence":1.0,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.05683759227395058},{"word":"just","start":63.260002,"end":63.58,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.04870089143514633},{"word":"check","start":63.58,"end":63.82,"confidence":0.99902344,"punctuated_word":"check","sentiment":"neutral","sentiment_score":0.07286952435970306},{"word":"here","start":63.82,"end":64.22,"confidence":0.9995117,"punctuated_word":"here.","sentiment":"neutral","sentiment_score":0.03356598690152168},{"word":"okay","start":64.22,"end":64.72,"confidence":0.99609375,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.01720033958554268},{"word":"so","start":65.305,"end":65.625,"confidence":1.0,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.024673279374837875},{"word":"as","start":65.625,"end":65.704994,"confidence":0.97509766,"punctuated_word":"as","sentiment":"neutral","sentiment_score":-0.03255090117454529},{"word":"you","start":65.704994,"end":65.945,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.0209568552672863},{"word":"are","start":65.945,"end":66.185,"confidence":0.9892578,"punctuated_word":"are","sentiment":"neutral","sentiment_score":-0.019813574850559235},{"word":"aware","start":66.185,"end":66.685,"confidence":0.9926758,"punctuated_word":"aware,","sentiment":"neutral","sentiment_score":-0.03688580542802811},{"word":"this","start":67.064995,"end":67.465,"confidence":1.0,"punctuated_word":"this","sentiment":"neutral","sentiment_score":-0.06996388733386993},{"word":"invoice","start":67.465,"end":67.965,"confidence":0.9951172,"punctuated_word":"invoice","sentiment":"neutral","sentiment_score":-0.043214134871959686},{"word":"was","start":68.265,"end":68.585,"confidence":0.95166016,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.10067763179540634},{"word":"due","start":68.585,"end":68.98499,"confidence":0.99609375,"punctuated_word":"due","sentiment":"neutral","sentiment_score":-0.0908541977405548},{"word":"the","start":68.98499,"end":69.145,"confidence":0.9819336,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.08588525652885437},{"word":"eleventh","start":69.145,"end":69.645,"confidence":0.96809894,"punctuated_word":"eleventh.","sentiment":"neutral","sentiment_score":-0.06796733289957047},{"word":"but","start":70.024994,"end":70.265,"confidence":0.9980469,"punctuated_word":"But","sentiment":"neutral","sentiment_score":-0.07603812217712402},{"word":"if","start":70.265,"end":70.505,"confidence":0.93408203,"punctuated_word":"if","sentiment":"neutral","sentiment_score":-0.07738154381513596},{"word":"i","start":70.505,"end":70.585,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.06657499074935913},{"word":"may","start":70.585,"end":70.744995,"confidence":1.0,"punctuated_word":"may","sentiment":"neutral","sentiment_score":-0.06502841413021088},{"word":"ask","start":70.744995,"end":71.064995,"confidence":0.91967773,"punctuated_word":"ask,","sentiment":"neutral","sentiment_score":-0.07175059616565704},{"word":"in","start":71.064995,"end":71.145,"confidence":1.0,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.04493384063243866},{"word":"that","start":71.145,"end":71.30499,"confidence":1.0,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.030523866415023804},{"word":"way","start":71.30499,"end":71.545,"confidence":0.87158203,"punctuated_word":"way,","sentiment":"neutral","sentiment_score":-0.03557642921805382},{"word":"i","start":71.545,"end":71.625,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.051073312759399414},{"word":"could","start":71.625,"end":71.945,"confidence":1.0,"punctuated_word":"could","sentiment":"neutral","sentiment_score":-0.031158864498138428},{"word":"make","start":71.945,"end":72.185,"confidence":1.0,"punctuated_word":"make","sentiment":"neutral","sentiment_score":-0.06214600056409836},{"word":"a","start":72.185,"end":72.265,"confidence":0.9970703,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.0643714964389801},{"word":"proper","start":72.265,"end":72.765,"confidence":1.0,"punctuated_word":"proper","sentiment":"neutral","sentiment_score":-0.0383053719997406},{"word":"documentation","start":72.825,"end":73.325,"confidence":0.82177734,"punctuated_word":"documentation.","sentiment":"neutral","sentiment_score":-0.06067174673080444},{"word":"and","start":73.784996,"end":74.024994,"confidence":1.0,"punctuated_word":"And","sentiment":"neutral","sentiment_score":-0.028561323881149292},{"word":"once","start":74.024994,"end":74.505,"confidence":1.0,"punctuated_word":"once","sentiment":"neutral","sentiment_score":-0.06423646211624146},{"word":"our","start":74.505,"end":75.005,"confidence":1.0,"punctuated_word":"our","sentiment":"neutral","sentiment_score":-0.05646303668618202},{"word":"account","start":75.384995,"end":75.704994,"confidence":1.0,"punctuated_word":"account","sentiment":"neutral","sentiment_score":-0.05895714461803436},{"word":"manager","start":75.704994,"end":76.204994,"confidence":1.0,"punctuated_word":"manager","sentiment":"neutral","sentiment_score":-0.06683363020420074},{"word":"asked","start":76.34499,"end":76.84499,"confidence":0.5136719,"punctuated_word":"asked","sentiment":"neutral","sentiment_score":-0.08057636767625809},{"word":"why","start":77.145,"end":77.465,"confidence":0.9941406,"punctuated_word":"why","sentiment":"neutral","sentiment_score":-0.1903085261583328},{"word":"this","start":77.465,"end":77.865,"confidence":0.9980469,"punctuated_word":"this","sentiment":"neutral","sentiment_score":-0.17870695888996124},{"word":"invoice","start":77.865,"end":78.365,"confidence":0.6347656,"punctuated_word":"invoice","sentiment":"neutral","sentiment_score":-0.18250113725662231},{"word":"is","start":78.505,"end":78.66499,"confidence":0.99902344,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.2427884191274643},{"word":"still","start":78.66499,"end":78.825,"confidence":1.0,"punctuated_word":"still","sentiment":"neutral","sentiment_score":-0.28447049856185913},{"word":"unpaid","start":78.825,"end":79.325,"confidence":0.9921875,"punctuated_word":"unpaid,","sentiment":"neutral","sentiment_score":-0.2781780958175659},{"word":"i","start":79.630005,"end":79.79,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.12056321650743484},{"word":"can","start":79.79,"end":79.950005,"confidence":1.0,"punctuated_word":"can","sentiment":"neutral","sentiment_score":-0.09227319806814194},{"word":"go","start":79.950005,"end":80.19,"confidence":1.0,"punctuated_word":"go","sentiment":"neutral","sentiment_score":-0.09089024364948271},{"word":"ahead","start":80.19,"end":80.43,"confidence":1.0,"punctuated_word":"ahead","sentiment":"neutral","sentiment_score":-0.04327578842639923},{"word":"and","start":80.43,"end":80.67,"confidence":0.99121094,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.0859275534749031},{"word":"provide","start":80.67,"end":80.99,"confidence":0.94970703,"punctuated_word":"provide","sentiment":"neutral","sentiment_score":-0.12747105956077576},{"word":"it","start":80.99,"end":81.31,"confidence":0.9277344,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.1134187877178192},{"word":"and","start":81.31,"end":81.47,"confidence":0.98291016,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.12932617962360382},{"word":"justify","start":81.47,"end":81.97,"confidence":0.9863281,"punctuated_word":"justify","sentiment":"neutral","sentiment_score":-0.1661202609539032},{"word":"why","start":82.51,"end":82.83,"confidence":0.99902344,"punctuated_word":"why","sentiment":"neutral","sentiment_score":-0.22188150882720947},{"word":"it","start":82.83,"end":82.99,"confidence":0.9941406,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.2469811588525772},{"word":"was","start":82.99,"end":83.23,"confidence":1.0,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.284740686416626},{"word":"not","start":83.23,"end":83.55,"confidence":1.0,"punctuated_word":"not","sentiment":"neutral","sentiment_score":-0.23704524338245392},{"word":"paid","start":83.55,"end":84.03,"confidence":0.9975586,"punctuated_word":"paid.","sentiment":"neutral","sentiment_score":-0.1432494819164276},{"word":"okay","start":84.03,"end":84.53,"confidence":0.9836426,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.02998257800936699},{"word":"so","start":84.83,"end":85.33,"confidence":1.0,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.007683540694415569},{"word":"which","start":86.19,"end":86.590004,"confidence":0.9951172,"punctuated_word":"which","sentiment":"neutral","sentiment_score":0.010741383768618109},{"word":"date","start":86.590004,"end":87.07,"confidence":0.99121094,"punctuated_word":"date","sentiment":"neutral","sentiment_score":0.010614589788019655},{"word":"by","start":87.07,"end":87.39,"confidence":0.97509766,"punctuated_word":"by","sentiment":"neutral","sentiment_score":0.00467289611697197},{"word":"next","start":87.39,"end":87.71,"confidence":0.99902344,"punctuated_word":"next","sentiment":"neutral","sentiment_score":0.00801494438201189},{"word":"week","start":87.71,"end":88.21,"confidence":0.9980469,"punctuated_word":"week","sentiment":"neutral","sentiment_score":0.008243484422564507},{"word":"that","start":88.270004,"end":88.51,"confidence":0.99902344,"punctuated_word":"that","sentiment":"neutral","sentiment_score":0.00699777714908123},{"word":"you","start":88.51,"end":88.67,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.004705464467406273},{"word":"can","start":88.67,"end":88.91,"confidence":1.0,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.005653532221913338},{"word":"commit","start":88.91,"end":89.31,"confidence":0.9970703,"punctuated_word":"commit","sentiment":"neutral","sentiment_score":0.011683791875839232},{"word":"to","start":89.31,"end":89.47,"confidence":0.9941406,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.011287583038210869},{"word":"settle","start":89.47,"end":89.87,"confidence":0.99609375,"punctuated_word":"settle","sentiment":"neutral","sentiment_score":0.01743265800178051},{"word":"the","start":89.87,"end":90.11,"confidence":0.99609375,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.018728815019130707},{"word":"amount","start":90.11,"end":90.61,"confidence":0.9970703,"punctuated_word":"amount?","sentiment":"neutral","sentiment_score":0.007828250527381897},{"word":"oh","start":92.91,"end":93.31,"confidence":0.9638672,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":-0.0211397223174572},{"word":"next","start":93.31,"end":93.81,"confidence":0.9951172,"punctuated_word":"next","sentiment":"neutral","sentiment_score":-0.02697170339524746},{"word":"payoff","start":93.95,"end":94.43,"confidence":0.7858887,"punctuated_word":"payoff.","sentiment":"neutral","sentiment_score":-0.028001949191093445},{"word":"okay","start":94.43,"end":94.91,"confidence":0.99658203,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.001165144145488739},{"word":"thursday","start":94.91,"end":95.41,"confidence":0.9536133,"punctuated_word":"Thursday.","sentiment":"neutral","sentiment_score":-0.0030221063643693924},{"word":"just","start":96.645,"end":96.885,"confidence":0.64941406,"punctuated_word":"Just","sentiment":"neutral","sentiment_score":-0.012995757162570952},{"word":"bear","start":96.885,"end":97.125,"confidence":0.99902344,"punctuated_word":"bear","sentiment":"neutral","sentiment_score":-0.013030670583248138},{"word":"with","start":97.125,"end":97.284996,"confidence":0.99902344,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.012329459190368652},{"word":"me","start":97.284996,"end":97.525,"confidence":0.9904785,"punctuated_word":"me.","sentiment":"neutral","sentiment_score":0.0004264824092388153},{"word":"i'm","start":97.525,"end":97.765,"confidence":0.99902344,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.021023832261562347},{"word":"trying","start":97.765,"end":98.085,"confidence":0.99316406,"punctuated_word":"trying","sentiment":"neutral","sentiment_score":-0.016392692923545837},{"word":"to","start":98.085,"end":98.245,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.0068871863186359406},{"word":"put","start":98.245,"end":98.485,"confidence":0.9970703,"punctuated_word":"put","sentiment":"neutral","sentiment_score":-0.004250757396221161},{"word":"on","start":98.485,"end":98.645,"confidence":0.91015625,"punctuated_word":"on","sentiment":"neutral","sentiment_score":-0.003259800374507904},{"word":"your","start":98.645,"end":98.965,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.004976753145456314},{"word":"account","start":98.965,"end":99.445,"confidence":0.9951172,"punctuated_word":"account","sentiment":"neutral","sentiment_score":-0.008201677352190018},{"word":"here","start":99.445,"end":99.945,"confidence":0.9777832,"punctuated_word":"here.","sentiment":"neutral","sentiment_score":0.003474179655313492},{"word":"thursday","start":100.485,"end":100.985,"confidence":0.9975586,"punctuated_word":"Thursday.","sentiment":"neutral","sentiment_score":0.008524339646100998},{"word":"so","start":104.805,"end":105.305,"confidence":0.9980469,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.006563514471054077},{"word":"are","start":105.765,"end":106.005,"confidence":0.99902344,"punctuated_word":"are","sentiment":"neutral","sentiment_score":0.007406068965792656},{"word":"you","start":106.005,"end":106.505,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.012186059728264809},{"word":"calling","start":106.565,"end":106.965,"confidence":1.0,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":0.012015532702207564},{"word":"us","start":106.965,"end":107.205,"confidence":1.0,"punctuated_word":"us","sentiment":"neutral","sentiment_score":0.013045597821474075},{"word":"back","start":107.205,"end":107.525,"confidence":0.7495117,"punctuated_word":"back,","sentiment":"neutral","sentiment_score":0.012049701996147633},{"word":"or","start":107.525,"end":107.685,"confidence":1.0,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.015384580940008163},{"word":"will","start":107.685,"end":107.925,"confidence":1.0,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.018781492486596107},{"word":"i","start":107.925,"end":108.085,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.02687477506697178},{"word":"call","start":108.085,"end":108.325,"confidence":1.0,"punctuated_word":"call","sentiment":"neutral","sentiment_score":0.02274036407470703},{"word":"you","start":108.325,"end":108.565,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.022607455030083656},{"word":"on","start":108.565,"end":108.725,"confidence":1.0,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.024203568696975708},{"word":"thursday","start":108.725,"end":109.225,"confidence":0.7883301,"punctuated_word":"Thursday,","sentiment":"neutral","sentiment_score":0.02839598618447781},{"word":"or","start":109.285,"end":109.445,"confidence":1.0,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.02116311527788639},{"word":"you","start":109.445,"end":109.604996,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.01846249029040337},{"word":"will","start":109.604996,"end":109.925,"confidence":1.0,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.028224468231201172},{"word":"do","start":109.925,"end":110.085,"confidence":1.0,"punctuated_word":"do","sentiment":"neutral","sentiment_score":0.025898799300193787},{"word":"it","start":110.085,"end":110.585,"confidence":0.99609375,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.03399151563644409},{"word":"through","start":111.02,"end":111.52,"confidence":1.0,"punctuated_word":"through","sentiment":"neutral","sentiment_score":0.019317680969834328},{"word":"the","start":111.659996,"end":111.899994,"confidence":0.7163086,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.035524845123291016},{"word":"customer","start":111.899994,"end":112.38,"confidence":0.9941406,"punctuated_word":"customer","sentiment":"neutral","sentiment_score":0.01697422005236149},{"word":"portal","start":112.38,"end":112.86,"confidence":1.0,"punctuated_word":"portal","sentiment":"neutral","sentiment_score":0.025056973099708557},{"word":"because","start":112.86,"end":113.259995,"confidence":0.4260254,"punctuated_word":"because","sentiment":"neutral","sentiment_score":0.02992873452603817},{"word":"we","start":113.259995,"end":113.5,"confidence":1.0,"punctuated_word":"we","sentiment":"neutral","sentiment_score":0.037726085633039474},{"word":"sent","start":113.5,"end":113.74,"confidence":0.98828125,"punctuated_word":"sent","sentiment":"neutral","sentiment_score":0.02483093738555908},{"word":"you","start":113.74,"end":113.899994,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.031552042812108994},{"word":"the","start":113.899994,"end":114.38,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.02666605263948441},{"word":"details","start":114.38,"end":114.86,"confidence":0.9902344,"punctuated_word":"details","sentiment":"neutral","sentiment_score":0.02692307159304619},{"word":"and","start":114.86,"end":115.259995,"confidence":0.57666016,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.029104923829436306},{"word":"mm-mm","start":131.275,"end":131.75499,"confidence":0.87578124,"punctuated_word":"Mm-mm.","sentiment":"neutral","sentiment_score":-0.11140258610248566},{"word":"mm-mm","start":131.75499,"end":131.83499,"confidence":0.80371094,"punctuated_word":"Mm-mm.","sentiment":"neutral","sentiment_score":-0.12266220152378082},{"word":"okay","start":131.83499,"end":132.33499,"confidence":0.6833496,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.027314607053995132},{"word":"so","start":135.11499,"end":135.61499,"confidence":0.99121094,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.02508276328444481},{"word":"next","start":135.83499,"end":136.235,"confidence":0.9980469,"punctuated_word":"next","sentiment":"neutral","sentiment_score":-0.02229106053709984},{"word":"thursday","start":136.235,"end":136.735,"confidence":1.0,"punctuated_word":"Thursday","sentiment":"neutral","sentiment_score":-0.02333679422736168},{"word":"will","start":137.035,"end":137.19499,"confidence":0.99902344,"punctuated_word":"will","sentiment":"neutral","sentiment_score":-0.01682899333536625},{"word":"be","start":137.19499,"end":137.435,"confidence":1.0,"punctuated_word":"be","sentiment":"neutral","sentiment_score":-0.016348136588931084},{"word":"the","start":137.435,"end":137.675,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.015695085749030113},{"word":"twenty","start":137.675,"end":138.075,"confidence":1.0,"punctuated_word":"twenty","sentiment":"neutral","sentiment_score":-0.01024673506617546},{"word":"eighth","start":138.075,"end":138.575,"confidence":0.9484863,"punctuated_word":"eighth.","sentiment":"neutral","sentiment_score":-0.016536585986614227},{"word":"okay","start":140.93001,"end":141.43001,"confidence":0.97802734,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.06233961880207062},{"word":"i","start":141.49,"end":141.81,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.08890394866466522},{"word":"will","start":141.81,"end":142.13,"confidence":1.0,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.10138993710279463},{"word":"make","start":142.13,"end":142.37,"confidence":1.0,"punctuated_word":"make","sentiment":"neutral","sentiment_score":0.09959407150745392},{"word":"a","start":142.37,"end":142.53,"confidence":0.99902344,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.11107509583234788},{"word":"proper","start":142.53,"end":143.01001,"confidence":1.0,"punctuated_word":"proper","sentiment":"neutral","sentiment_score":0.0862092450261116},{"word":"documentation","start":143.01001,"end":143.51001,"confidence":1.0,"punctuated_word":"documentation","sentiment":"neutral","sentiment_score":0.08144987374544144},{"word":"on","start":143.89,"end":144.05,"confidence":0.99609375,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.07498753070831299},{"word":"the","start":144.05,"end":144.29001,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.07951907813549042},{"word":"account","start":144.29001,"end":144.79001,"confidence":0.72314453,"punctuated_word":"account.","sentiment":"neutral","sentiment_score":0.10053452849388124},{"word":"you","start":145.25,"end":145.57,"confidence":0.73046875,"punctuated_word":"You","sentiment":"neutral","sentiment_score":0.1679251194000244},{"word":"called","start":145.57,"end":145.89,"confidence":0.99902344,"punctuated_word":"called","sentiment":"neutral","sentiment_score":0.13421832025051117},{"word":"in","start":145.89,"end":146.05,"confidence":0.9980469,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.10759831219911575},{"word":"and","start":146.05,"end":146.21,"confidence":0.8510742,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.13754315674304962},{"word":"you","start":146.21,"end":146.37,"confidence":0.9980469,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.14006365835666656},{"word":"advised","start":146.37,"end":146.87,"confidence":0.9892578,"punctuated_word":"advised","sentiment":"neutral","sentiment_score":0.1443914920091629},{"word":"your","start":147.41,"end":147.73,"confidence":0.9970703,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.10005902498960496},{"word":"situation","start":147.73,"end":148.23,"confidence":0.90527344,"punctuated_word":"situation,","sentiment":"neutral","sentiment_score":0.10008008778095244},{"word":"and","start":148.37,"end":148.61,"confidence":0.99902344,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.12676677107810974},{"word":"you","start":148.61,"end":148.77,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.10944259166717528},{"word":"can","start":148.77,"end":149.27,"confidence":1.0,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.1197355091571808},{"word":"pay","start":149.57,"end":150.07,"confidence":0.99902344,"punctuated_word":"pay","sentiment":"neutral","sentiment_score":0.06344115734100342},{"word":"this","start":150.21,"end":150.53,"confidence":0.90234375,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.08075712621212006},{"word":"invoice","start":150.53,"end":151.03,"confidence":1.0,"punctuated_word":"invoice","sentiment":"neutral","sentiment_score":0.044677309691905975},{"word":"on","start":151.09,"end":151.25,"confidence":0.99902344,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.07511468231678009},{"word":"the","start":151.25,"end":151.41,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.08134928345680237},{"word":"twenty","start":151.41,"end":151.81,"confidence":1.0,"punctuated_word":"twenty","sentiment":"neutral","sentiment_score":0.06775964051485062},{"word":"eighth","start":151.81,"end":152.05,"confidence":0.9699707,"punctuated_word":"eighth.","sentiment":"neutral","sentiment_score":0.06752478331327438},{"word":"so","start":152.05,"end":152.535,"confidence":0.99609375,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.1276465505361557},{"word":"on","start":153.095,"end":153.335,"confidence":1.0,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.10089562833309174},{"word":"this","start":153.335,"end":153.49501,"confidence":1.0,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.1247965544462204},{"word":"day","start":153.49501,"end":153.895,"confidence":0.9284668,"punctuated_word":"day,","sentiment":"neutral","sentiment_score":0.14233437180519104},{"word":"please","start":153.895,"end":154.215,"confidence":1.0,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.1381736397743225},{"word":"ensure","start":154.215,"end":154.615,"confidence":0.99902344,"punctuated_word":"ensure","sentiment":"neutral","sentiment_score":0.11230605840682983},{"word":"that","start":154.615,"end":154.85501,"confidence":1.0,"punctuated_word":"that","sentiment":"neutral","sentiment_score":0.15899904072284698},{"word":"this","start":154.85501,"end":155.015,"confidence":1.0,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.15464666485786438},{"word":"amount","start":155.015,"end":155.515,"confidence":1.0,"punctuated_word":"amount","sentiment":"neutral","sentiment_score":0.02113603800535202},{"word":"will","start":155.815,"end":156.05501,"confidence":1.0,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.152938112616539},{"word":"be","start":156.05501,"end":156.215,"confidence":1.0,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.16734366118907928},{"word":"settled","start":156.215,"end":156.615,"confidence":0.9226074,"punctuated_word":"settled.","sentiment":"neutral","sentiment_score":0.14377537369728088},{"word":"and","start":156.615,"end":156.85501,"confidence":0.9404297,"punctuated_word":"And,","sentiment":"neutral","sentiment_score":0.24520933628082275},{"word":"yes","start":156.85501,"end":157.095,"confidence":0.9885254,"punctuated_word":"yes,","sentiment":"neutral","sentiment_score":0.3158819079399109},{"word":"you","start":157.095,"end":157.335,"confidence":0.99902344,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.3662167489528656},{"word":"are","start":157.335,"end":157.49501,"confidence":0.9667969,"punctuated_word":"are","sentiment":"neutral","sentiment_score":0.31448790431022644},{"word":"correct","start":157.49501,"end":157.815,"confidence":0.9921875,"punctuated_word":"correct.","sentiment":"positive","sentiment_score":0.4056134819984436},{"word":"we","start":157.815,"end":157.975,"confidence":1.0,"punctuated_word":"We","sentiment":"positive","sentiment_score":0.5147776007652283},{"word":"are","start":157.975,"end":158.13501,"confidence":0.8833008,"punctuated_word":"are","sentiment":"positive","sentiment_score":0.5272825956344604},{"word":"happy","start":158.13501,"end":158.455,"confidence":1.0,"punctuated_word":"happy","sentiment":"positive","sentiment_score":0.5947696566581726},{"word":"to","start":158.455,"end":158.615,"confidence":1.0,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.5097895264625549},{"word":"assist","start":158.615,"end":158.935,"confidence":1.0,"punctuated_word":"assist","sentiment":"positive","sentiment_score":0.4605431258678436},{"word":"you","start":158.935,"end":159.255,"confidence":0.99902344,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.4930213689804077},{"word":"if","start":159.255,"end":159.41501,"confidence":0.9941406,"punctuated_word":"if","sentiment":"positive","sentiment_score":0.4767400026321411},{"word":"you","start":159.41501,"end":159.655,"confidence":0.99902344,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.4231587052345276},{"word":"encountered","start":159.655,"end":160.155,"confidence":0.97998047,"punctuated_word":"encountered","sentiment":"neutral","sentiment_score":0.32566702365875244},{"word":"any","start":160.295,"end":160.535,"confidence":0.9980469,"punctuated_word":"any","sentiment":"neutral","sentiment_score":0.2908649444580078},{"word":"issue","start":160.535,"end":160.85501,"confidence":0.99902344,"punctuated_word":"issue","sentiment":"neutral","sentiment_score":0.23497053980827332},{"word":"or","start":160.85501,"end":161.095,"confidence":0.9350586,"punctuated_word":"or","sentiment":"positive","sentiment_score":0.37898004055023193},{"word":"if","start":161.095,"end":161.175,"confidence":0.9980469,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.3259379267692566},{"word":"you","start":161.175,"end":161.335,"confidence":0.99609375,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.33037397265434265},{"word":"need","start":161.335,"end":161.49501,"confidence":0.9980469,"punctuated_word":"need","sentiment":"neutral","sentiment_score":0.31447067856788635},{"word":"our","start":161.49501,"end":161.815,"confidence":0.9980469,"punctuated_word":"our","sentiment":"neutral","sentiment_score":0.3266330361366272},{"word":"help","start":161.815,"end":162.13501,"confidence":0.99902344,"punctuated_word":"help","sentiment":"neutral","sentiment_score":0.27676498889923096},{"word":"to","start":162.13501,"end":162.295,"confidence":0.9941406,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.35254597663879395},{"word":"proceed","start":162.295,"end":162.77501,"confidence":1.0,"punctuated_word":"proceed","sentiment":"neutral","sentiment_score":0.3146097958087921},{"word":"with","start":162.77501,"end":162.935,"confidence":0.9921875,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.33122962713241577},{"word":"your","start":162.935,"end":163.175,"confidence":0.99121094,"punctuated_word":"your","sentiment":"positive","sentiment_score":0.3698480427265167},{"word":"payment","start":163.175,"end":163.675,"confidence":0.9921875,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":0.30597007274627686},{"word":"by","start":163.895,"end":164.395,"confidence":0.9560547,"punctuated_word":"by","sentiment":"positive","sentiment_score":0.35430842638015747},{"word":"thursday","start":164.64,"end":164.88,"confidence":0.9838867,"punctuated_word":"Thursday.","sentiment":"neutral","sentiment_score":0.3082045912742615},{"word":"okay","start":164.88,"end":165.38,"confidence":0.99902344,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.2356223165988922},{"word":"alright","start":167.36,"end":167.86,"confidence":0.986084,"punctuated_word":"Alright.","sentiment":"positive","sentiment_score":0.33881938457489014},{"word":"i","start":167.92,"end":168.16,"confidence":0.734375,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.420400470495224},{"word":"appreciate","start":168.16,"end":168.64,"confidence":1.0,"punctuated_word":"appreciate","sentiment":"positive","sentiment_score":0.43285977840423584},{"word":"your","start":168.64,"end":168.95999,"confidence":0.9980469,"punctuated_word":"your","sentiment":"positive","sentiment_score":0.522023618221283},{"word":"time","start":168.95999,"end":169.28,"confidence":0.9980469,"punctuated_word":"time","sentiment":"positive","sentiment_score":0.6976648569107056},{"word":"today","start":169.28,"end":169.68,"confidence":0.9926758,"punctuated_word":"today,","sentiment":"positive","sentiment_score":0.5978923439979553},{"word":"generosa","start":169.68,"end":170.18,"confidence":0.8125,"punctuated_word":"Generosa,","sentiment":"positive","sentiment_score":0.5826648473739624},{"word":"and","start":170.64,"end":171.14,"confidence":0.99902344,"punctuated_word":"and","sentiment":"positive","sentiment_score":0.6315977573394775},{"word":"you","start":171.36,"end":171.6,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.6579369306564331},{"word":"do","start":171.6,"end":171.84,"confidence":0.9482422,"punctuated_word":"do","sentiment":"positive","sentiment_score":0.6736802458763123},{"word":"have","start":171.84,"end":172.08,"confidence":1.0,"punctuated_word":"have","sentiment":"positive","sentiment_score":0.6883344054222107},{"word":"a","start":172.08,"end":172.16,"confidence":0.99902344,"punctuated_word":"a","sentiment":"positive","sentiment_score":0.676720380783081},{"word":"great","start":172.16,"end":172.31999,"confidence":1.0,"punctuated_word":"great","sentiment":"positive","sentiment_score":0.7439635396003723},{"word":"day","start":172.31999,"end":172.56,"confidence":0.7915039,"punctuated_word":"day,","sentiment":"positive","sentiment_score":0.7425763607025146},{"word":"and","start":172.56,"end":172.72,"confidence":1.0,"punctuated_word":"and","sentiment":"positive","sentiment_score":0.6572732329368591},{"word":"be","start":172.72,"end":172.88,"confidence":1.0,"punctuated_word":"be","sentiment":"positive","sentiment_score":0.6325556039810181},{"word":"safe","start":172.88,"end":173.28,"confidence":1.0,"punctuated_word":"safe","sentiment":"positive","sentiment_score":0.6843907237052917},{"word":"always","start":173.28,"end":173.78,"confidence":0.9628906,"punctuated_word":"always.","sentiment":"positive","sentiment_score":0.6150809526443481},{"word":"thank","start":174.95999,"end":175.28,"confidence":0.88964844,"punctuated_word":"Thank","sentiment":"neutral","sentiment_score":0.3315117061138153},{"word":"you","start":175.28,"end":175.68,"confidence":0.9995117,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.27335864305496216},{"word":"goodbye","start":175.68,"end":176.18,"confidence":0.9838867,"punctuated_word":"Goodbye.","sentiment":"neutral","sentiment_score":0.19046717882156372}],"paragraphs":{"transcript":"\nHi. Good morning. You have reached Airtel accounts. How may I help you today? Oh, sure.\n\nI would love to assist you today. May I please confirm your full name? Wonderful name. Nice to have you on the line, Shana Rasa. Yes.\n\nOur account is trying to reach you out in reference to your outstanding invoice, $79.95. Are you going to use your Visa or your Mastercard for today's payment? Oh, oh, yeah. Oh, okay. I see.\n\nI understand that. But we appreciate that you called in in reference with this. So let me just check here. Okay? So as you are aware, this invoice was due the eleventh.\n\nBut if I may ask, in that way, I could make a proper documentation. And once our account manager asked why this invoice is still unpaid, I can go ahead and provide it and justify why it was not paid. Okay? So which date by next week that you can commit to settle the amount? Oh, next payoff.\n\nOkay. Thursday. Just bear with me. I'm trying to put on your account here. Thursday.\n\nSo are you calling us back, or will I call you on Thursday, or you will do it through the customer portal because we sent you the details and Mm-mm. Mm-mm. Okay. So next Thursday will be the twenty eighth. Okay.\n\nI will make a proper documentation on the account. You called in and you advised your situation, and you can pay this invoice on the twenty eighth. So on this day, please ensure that this amount will be settled. And, yes, you are correct. We are happy to assist you if you encountered any issue or if you need our help to proceed with your payment by Thursday.\n\nOkay? Alright. I appreciate your time today, Generosa, and you do have a great day, and be safe always. Thank you. Goodbye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.48,"end":0.71999997,"sentiment":"neutral","sentiment_score":0.16031955182552338},{"text":"Good morning.","start":0.71999997,"end":1.36,"sentiment":"positive","sentiment_score":0.343196839094162},{"text":"You have reached Airtel accounts.","start":1.36,"end":2.96,"sentiment":"neutral","sentiment_score":0.24132161140441893},{"text":"How may I help you today?","start":2.96,"end":4.26,"sentiment":"neutral","sentiment_score":0.2680978352824847},{"text":"Oh, sure.","start":12.805,"end":13.365001,"sentiment":"neutral","sentiment_score":0.21714244782924652}],"sentiment":"neutral","sentiment_score":0.25601207464933395,"num_words":16,"start":0.48,"end":13.365001},{"sentences":[{"text":"I would love to assist you today.","start":13.365001,"end":15.045,"sentiment":"positive","sentiment_score":0.4727227858134678},{"text":"May I please confirm your full name?","start":15.045,"end":17.305,"sentiment":"neutral","sentiment_score":0.16243507074458258},{"text":"Wonderful name.","start":21.765,"end":22.645,"sentiment":"positive","sentiment_score":0.6795580089092255},{"text":"Nice to have you on the line, Shana Rasa.","start":22.645,"end":24.72,"sentiment":"positive","sentiment_score":0.6381943159633212},{"text":"Yes.","start":25.039999,"end":25.359999,"sentiment":"neutral","sentiment_score":0.1151701807975769}],"sentiment":"positive","sentiment_score":0.4486207706997028,"num_words":26,"start":13.365001,"end":25.359999},{"sentences":[{"text":"Our account is trying to reach you out in reference to your outstanding invoice, $79.95.","start":25.359999,"end":32.1,"sentiment":"neutral","sentiment_score":0.10274501219391823},{"text":"Are you going to use your Visa or your Mastercard for today's payment?","start":32.32,"end":36.66,"sentiment":"neutral","sentiment_score":0.046111711085988924},{"text":"Oh, oh, yeah.","start":54.22,"end":55.120003,"sentiment":"neutral","sentiment_score":-0.08750215172767639},{"text":"Oh, okay.","start":55.82,"end":56.5,"sentiment":"neutral","sentiment_score":-0.014590984210371971},{"text":"I see.","start":56.5,"end":56.940002,"sentiment":"neutral","sentiment_score":-0.01026754267513752}],"sentiment":"neutral","sentiment_score":0.052240111944930896,"num_words":35,"start":25.359999,"end":56.940002},{"sentences":[{"text":"I understand that.","start":56.940002,"end":58.4,"sentiment":"neutral","sentiment_score":0.0039061978459358215},{"text":"But we appreciate that you called in in reference with this.","start":58.46,"end":62.32,"sentiment":"neutral","sentiment_score":0.1342903639782559},{"text":"So let me just check here.","start":62.54,"end":64.22,"sentiment":"neutral","sentiment_score":0.050782823314269386},{"text":"Okay?","start":64.22,"end":64.72,"sentiment":"neutral","sentiment_score":0.01720033958554268},{"text":"So as you are aware, this invoice was due the eleventh.","start":65.305,"end":69.645,"sentiment":"neutral","sentiment_score":-0.05394935066049749}],"sentiment":"neutral","sentiment_score":0.03804271935950965,"num_words":32,"start":56.940002,"end":69.645},{"sentences":[{"text":"But if I may ask, in that way, I could make a proper documentation.","start":70.024994,"end":73.325,"sentiment":"neutral","sentiment_score":-0.05539532830672605},{"text":"And once our account manager asked why this invoice is still unpaid, I can go ahead and provide it and justify why it was not paid.","start":73.784996,"end":84.03,"sentiment":"neutral","sentiment_score":-0.14675946032198575},{"text":"Okay?","start":84.03,"end":84.53,"sentiment":"neutral","sentiment_score":0.02998257800936699},{"text":"So which date by next week that you can commit to settle the amount?","start":84.83,"end":90.61,"sentiment":"neutral","sentiment_score":0.009592050819524698},{"text":"Oh, next payoff.","start":92.91,"end":94.43,"sentiment":"neutral","sentiment_score":-0.0253711249679327}],"sentiment":"neutral","sentiment_score":-0.0776400456911531,"num_words":58,"start":70.024994,"end":94.43},{"sentences":[{"text":"Okay.","start":94.43,"end":94.91,"sentiment":"neutral","sentiment_score":-0.001165144145488739},{"text":"Thursday.","start":94.91,"end":95.41,"sentiment":"neutral","sentiment_score":-0.0030221063643693924},{"text":"Just bear with me.","start":96.645,"end":97.525,"sentiment":"neutral","sentiment_score":-0.009482351131737232},{"text":"I'm trying to put on your account here.","start":97.525,"end":99.945,"sentiment":"neutral","sentiment_score":-0.007689815014600754},{"text":"Thursday.","start":100.485,"end":100.985,"sentiment":"neutral","sentiment_score":0.008524339646100998}],"sentiment":"neutral","sentiment_score":-0.006340722367167473,"num_words":15,"start":94.43,"end":100.985},{"sentences":[{"text":"So are you calling us back, or will I call you on Thursday, or you will do it through the customer portal because we sent you the details and Mm-mm.","start":104.805,"end":131.75499,"sentiment":"neutral","sentiment_score":0.01807326894874374},{"text":"Mm-mm.","start":131.75499,"end":131.83499,"sentiment":"neutral","sentiment_score":-0.12266220152378082},{"text":"Okay.","start":131.83499,"end":132.33499,"sentiment":"neutral","sentiment_score":-0.027314607053995132},{"text":"So next Thursday will be the twenty eighth.","start":135.11499,"end":138.575,"sentiment":"neutral","sentiment_score":-0.018295769346877933},{"text":"Okay.","start":140.93001,"end":141.43001,"sentiment":"neutral","sentiment_score":0.06233961880207062}],"sentiment":"neutral","sentiment_score":0.007516944485648376,"num_words":41,"start":104.805,"end":141.43001},{"sentences":[{"text":"I will make a proper documentation on the account.","start":141.49,"end":144.79001,"sentiment":"neutral","sentiment_score":0.09151814546849993},{"text":"You called in and you advised your situation, and you can pay this invoice on the twenty eighth.","start":145.25,"end":152.05,"sentiment":"neutral","sentiment_score":0.10380266813768281},{"text":"So on this day, please ensure that this amount will be settled.","start":152.05,"end":156.615,"sentiment":"neutral","sentiment_score":0.1287493078658978},{"text":"And, yes, you are correct.","start":156.615,"end":157.815,"sentiment":"neutral","sentiment_score":0.32948187589645384},{"text":"We are happy to assist you if you encountered any issue or if you need our help to proceed with your payment by Thursday.","start":157.815,"end":164.88,"sentiment":"positive","sentiment_score":0.3808942611018817}],"sentiment":"neutral","sentiment_score":0.22097021582372048,"num_words":68,"start":141.49,"end":164.88},{"sentences":[{"text":"Okay?","start":164.88,"end":165.38,"sentiment":"neutral","sentiment_score":0.2356223165988922},{"text":"Alright.","start":167.36,"end":167.86,"sentiment":"positive","sentiment_score":0.33881938457489014},{"text":"I appreciate your time today, Generosa, and you do have a great day, and be safe always.","start":167.92,"end":173.78,"sentiment":"positive","sentiment_score":0.6269185911206638},{"text":"Thank you.","start":174.95999,"end":175.68,"sentiment":"neutral","sentiment_score":0.30243517458438873},{"text":"Goodbye.","start":175.68,"end":176.18,"sentiment":"neutral","sentiment_score":0.19046717882156372}],"sentiment":"positive","sentiment_score":0.5466997853734277,"num_words":22,"start":164.88,"end":176.18}]}}]},{"alternatives":[{"transcript":"Hi. I'm I'm just making this call because I have a outstanding balance. Yep. Generosa. Thank you. No. I'm actually not making a payment. I wanted to ask if I could pay it next week because I had other things take money, and I can't afford until next week. I get paid for nightly, so it's gonna have to be next week. So that's why I'm calling. On Thursday. Yeah. I can do the customer portal, but if I have any issues, I can just call. I can what I'll just let you guys know. Because I was gonna pay last Thursday, but it's the same day my uni took money. So I can't Yeah. Okay. You too. Thank you. Bye. Bye.","confidence":0.99365234,"words":[{"word":"hi","start":5.6,"end":6.08,"confidence":0.9477539,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.03754283860325813},{"word":"i'm","start":6.08,"end":6.56,"confidence":0.9753418,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.03530227392911911},{"word":"i'm","start":6.56,"end":6.72,"confidence":0.85253906,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.034357186406850815},{"word":"just","start":6.72,"end":7.12,"confidence":0.99902344,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.04935229569673538},{"word":"making","start":7.12,"end":7.62,"confidence":0.9980469,"punctuated_word":"making","sentiment":"neutral","sentiment_score":0.04583799093961716},{"word":"this","start":8.0,"end":8.4,"confidence":0.9980469,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.07306545972824097},{"word":"call","start":8.4,"end":8.639999,"confidence":1.0,"punctuated_word":"call","sentiment":"neutral","sentiment_score":0.06795815378427505},{"word":"because","start":8.639999,"end":9.04,"confidence":0.9589844,"punctuated_word":"because","sentiment":"neutral","sentiment_score":0.04859746992588043},{"word":"i","start":9.04,"end":9.28,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.03383826091885567},{"word":"have","start":9.28,"end":9.44,"confidence":1.0,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.029912590980529785},{"word":"a","start":9.44,"end":9.94,"confidence":0.9770508,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.03944145515561104},{"word":"outstanding","start":10.08,"end":10.58,"confidence":0.5136719,"punctuated_word":"outstanding","sentiment":"neutral","sentiment_score":0.017327245324850082},{"word":"balance","start":10.88,"end":11.38,"confidence":0.99609375,"punctuated_word":"balance.","sentiment":"neutral","sentiment_score":0.025597456842660904},{"word":"yep","start":18.314999,"end":18.814999,"confidence":0.8515625,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.09609797596931458},{"word":"generosa","start":19.195,"end":19.695,"confidence":0.6920573,"punctuated_word":"Generosa.","sentiment":"neutral","sentiment_score":0.15355423092842102},{"word":"thank","start":20.075,"end":20.395,"confidence":0.5336914,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.6318590641021729},{"word":"you","start":20.395,"end":20.895,"confidence":0.69641113,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.5737320184707642},{"word":"no","start":37.809998,"end":38.05,"confidence":0.9616699,"punctuated_word":"No.","sentiment":"neutral","sentiment_score":-0.2801212668418884},{"word":"i'm","start":38.05,"end":38.21,"confidence":0.99853516,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.29225289821624756},{"word":"actually","start":38.21,"end":38.53,"confidence":0.9951172,"punctuated_word":"actually","sentiment":"negative","sentiment_score":-0.3556642532348633},{"word":"not","start":38.53,"end":38.77,"confidence":0.99902344,"punctuated_word":"not","sentiment":"negative","sentiment_score":-0.4224570691585541},{"word":"making","start":38.77,"end":39.09,"confidence":1.0,"punctuated_word":"making","sentiment":"negative","sentiment_score":-0.4613801538944245},{"word":"a","start":39.09,"end":39.25,"confidence":0.9921875,"punctuated_word":"a","sentiment":"negative","sentiment_score":-0.4718390703201294},{"word":"payment","start":39.25,"end":39.75,"confidence":1.0,"punctuated_word":"payment.","sentiment":"negative","sentiment_score":-0.4774578809738159},{"word":"i","start":39.809998,"end":39.97,"confidence":0.99902344,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.42652082443237305},{"word":"wanted","start":39.97,"end":40.45,"confidence":1.0,"punctuated_word":"wanted","sentiment":"negative","sentiment_score":-0.3575543761253357},{"word":"to","start":40.45,"end":40.85,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.32391196489334106},{"word":"ask","start":40.85,"end":41.35,"confidence":0.99902344,"punctuated_word":"ask","sentiment":"neutral","sentiment_score":-0.294274240732193},{"word":"if","start":42.855003,"end":43.095,"confidence":0.9980469,"punctuated_word":"if","sentiment":"negative","sentiment_score":-0.34223365783691406},{"word":"i","start":43.095,"end":43.415,"confidence":0.99902344,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.4568377733230591},{"word":"could","start":43.415,"end":43.815002,"confidence":1.0,"punctuated_word":"could","sentiment":"negative","sentiment_score":-0.5317199230194092},{"word":"pay","start":43.815002,"end":44.135002,"confidence":0.9980469,"punctuated_word":"pay","sentiment":"negative","sentiment_score":-0.4086166918277741},{"word":"it","start":44.135002,"end":44.295002,"confidence":0.98535156,"punctuated_word":"it","sentiment":"negative","sentiment_score":-0.4798319339752197},{"word":"next","start":44.295002,"end":44.535,"confidence":0.99902344,"punctuated_word":"next","sentiment":"negative","sentiment_score":-0.5044718384742737},{"word":"week","start":44.535,"end":44.775,"confidence":1.0,"punctuated_word":"week","sentiment":"negative","sentiment_score":-0.4562106728553772},{"word":"because","start":44.775,"end":45.095,"confidence":0.60253906,"punctuated_word":"because","sentiment":"neutral","sentiment_score":-0.32647114992141724},{"word":"i","start":45.095,"end":45.175003,"confidence":1.0,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.4555756747722626},{"word":"had","start":45.175003,"end":45.495003,"confidence":0.7011719,"punctuated_word":"had","sentiment":"negative","sentiment_score":-0.4729078710079193},{"word":"other","start":45.495003,"end":45.995003,"confidence":0.9970703,"punctuated_word":"other","sentiment":"negative","sentiment_score":-0.5399519205093384},{"word":"things","start":46.215,"end":46.615,"confidence":0.9980469,"punctuated_word":"things","sentiment":"negative","sentiment_score":-0.49168136715888977},{"word":"take","start":46.615,"end":47.115,"confidence":0.94384766,"punctuated_word":"take","sentiment":"negative","sentiment_score":-0.5195698142051697},{"word":"money","start":47.495003,"end":47.975002,"confidence":0.7541504,"punctuated_word":"money,","sentiment":"negative","sentiment_score":-0.4804743826389313},{"word":"and","start":47.975002,"end":48.375,"confidence":1.0,"punctuated_word":"and","sentiment":"negative","sentiment_score":-0.4213913381099701},{"word":"i","start":48.375,"end":48.615,"confidence":1.0,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.5645559430122375},{"word":"can't","start":48.615,"end":49.095,"confidence":0.99902344,"punctuated_word":"can't","sentiment":"negative","sentiment_score":-0.6138865351676941},{"word":"afford","start":49.095,"end":49.495003,"confidence":1.0,"punctuated_word":"afford","sentiment":"negative","sentiment_score":-0.6134652495384216},{"word":"until","start":49.495003,"end":49.895,"confidence":0.82666016,"punctuated_word":"until","sentiment":"negative","sentiment_score":-0.5601452589035034},{"word":"next","start":49.895,"end":50.135002,"confidence":1.0,"punctuated_word":"next","sentiment":"negative","sentiment_score":-0.5094757676124573},{"word":"week","start":50.135002,"end":50.375,"confidence":0.99365234,"punctuated_word":"week.","sentiment":"negative","sentiment_score":-0.4664713144302368},{"word":"i","start":50.375,"end":50.455,"confidence":0.9951172,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.39444172382354736},{"word":"get","start":50.455,"end":50.695,"confidence":0.62890625,"punctuated_word":"get","sentiment":"negative","sentiment_score":-0.3760171830654144},{"word":"paid","start":50.695,"end":50.855003,"confidence":0.9873047,"punctuated_word":"paid","sentiment":"negative","sentiment_score":-0.39360976219177246},{"word":"for","start":50.855003,"end":51.095,"confidence":0.9165039,"punctuated_word":"for","sentiment":"negative","sentiment_score":-0.45258957147598267},{"word":"nightly","start":51.095,"end":51.595,"confidence":0.6201172,"punctuated_word":"nightly,","sentiment":"negative","sentiment_score":-0.4240480065345764},{"word":"so","start":51.655003,"end":51.895,"confidence":0.9970703,"punctuated_word":"so","sentiment":"negative","sentiment_score":-0.3608095645904541},{"word":"it's","start":51.895,"end":52.135002,"confidence":0.99853516,"punctuated_word":"it's","sentiment":"negative","sentiment_score":-0.4062672555446625},{"word":"gonna","start":52.135002,"end":52.455,"confidence":0.9941406,"punctuated_word":"gonna","sentiment":"negative","sentiment_score":-0.3986165523529053},{"word":"have","start":52.455,"end":52.615,"confidence":0.9970703,"punctuated_word":"have","sentiment":"negative","sentiment_score":-0.41043153405189514},{"word":"to","start":52.615,"end":52.695,"confidence":1.0,"punctuated_word":"to","sentiment":"negative","sentiment_score":-0.4127845764160156},{"word":"be","start":52.695,"end":52.935,"confidence":1.0,"punctuated_word":"be","sentiment":"negative","sentiment_score":-0.4203093647956848},{"word":"next","start":52.935,"end":53.335,"confidence":1.0,"punctuated_word":"next","sentiment":"negative","sentiment_score":-0.3974604606628418},{"word":"week","start":53.335,"end":53.835,"confidence":0.9099121,"punctuated_word":"week.","sentiment":"negative","sentiment_score":-0.3988080620765686},{"word":"so","start":53.895,"end":54.135002,"confidence":0.9404297,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.12496183812618256},{"word":"that's","start":54.135002,"end":54.375,"confidence":0.9995117,"punctuated_word":"that's","sentiment":"neutral","sentiment_score":-0.11695565283298492},{"word":"why","start":54.375,"end":54.535004,"confidence":0.99902344,"punctuated_word":"why","sentiment":"neutral","sentiment_score":-0.07888467609882355},{"word":"i'm","start":54.535004,"end":54.775,"confidence":0.99853516,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.09548580646514893},{"word":"calling","start":54.775,"end":55.275,"confidence":0.87646484,"punctuated_word":"calling.","sentiment":"neutral","sentiment_score":-0.07142426073551178},{"word":"on","start":91.04,"end":91.36,"confidence":0.97802734,"punctuated_word":"On","sentiment":"neutral","sentiment_score":-0.00483138021081686},{"word":"thursday","start":91.36,"end":91.86,"confidence":0.9975586,"punctuated_word":"Thursday.","sentiment":"neutral","sentiment_score":-0.007622811011970043},{"word":"yeah","start":114.84,"end":115.159996,"confidence":0.9970703,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.0429365411400795},{"word":"i","start":115.159996,"end":115.32,"confidence":0.9970703,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.04391796141862869},{"word":"can","start":115.32,"end":115.799995,"confidence":0.99316406,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.07240483164787292},{"word":"do","start":115.799995,"end":116.119995,"confidence":0.9770508,"punctuated_word":"do","sentiment":"neutral","sentiment_score":0.05816197395324707},{"word":"the","start":116.119995,"end":116.36,"confidence":0.8339844,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.0598926842212677},{"word":"customer","start":116.36,"end":116.86,"confidence":0.97265625,"punctuated_word":"customer","sentiment":"neutral","sentiment_score":0.029006078839302063},{"word":"portal","start":117.0,"end":117.5,"confidence":0.7832031,"punctuated_word":"portal,","sentiment":"neutral","sentiment_score":0.06161075457930565},{"word":"but","start":117.64,"end":117.88,"confidence":0.9980469,"punctuated_word":"but","sentiment":"neutral","sentiment_score":0.0448993444442749},{"word":"if","start":117.88,"end":118.04,"confidence":0.9980469,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.040998198091983795},{"word":"i","start":118.04,"end":118.119995,"confidence":0.99902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.03118603304028511},{"word":"have","start":118.119995,"end":118.36,"confidence":1.0,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.005076669156551361},{"word":"any","start":118.36,"end":118.68,"confidence":0.99902344,"punctuated_word":"any","sentiment":"neutral","sentiment_score":0.0030007511377334595},{"word":"issues","start":118.68,"end":119.18,"confidence":0.9494629,"punctuated_word":"issues,","sentiment":"neutral","sentiment_score":-0.025533847510814667},{"word":"i","start":119.24,"end":119.399994,"confidence":0.99316406,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.03797644376754761},{"word":"can","start":119.399994,"end":119.64,"confidence":0.9951172,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.03192203864455223},{"word":"just","start":119.64,"end":119.96,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.03481799364089966},{"word":"call","start":119.96,"end":120.36,"confidence":0.9753418,"punctuated_word":"call.","sentiment":"neutral","sentiment_score":0.018437130376696587},{"word":"i","start":120.36,"end":120.52,"confidence":0.9760742,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.0023234710097312927},{"word":"can","start":120.52,"end":121.02,"confidence":0.42358398,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.02488027513027191},{"word":"what","start":121.32,"end":121.479996,"confidence":0.47094727,"punctuated_word":"what","sentiment":"neutral","sentiment_score":0.025429341942071915},{"word":"i'll","start":121.479996,"end":121.72,"confidence":0.8027344,"punctuated_word":"I'll","sentiment":"neutral","sentiment_score":0.022364061325788494},{"word":"just","start":121.72,"end":122.04,"confidence":0.9453125,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.034433286637067795},{"word":"let","start":122.04,"end":122.28,"confidence":0.50683594,"punctuated_word":"let","sentiment":"neutral","sentiment_score":0.03974522650241852},{"word":"you","start":122.28,"end":122.439995,"confidence":0.99902344,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.05307498946785927},{"word":"guys","start":122.439995,"end":122.6,"confidence":0.99902344,"punctuated_word":"guys","sentiment":"neutral","sentiment_score":0.02960996702313423},{"word":"know","start":122.6,"end":122.759995,"confidence":0.9189453,"punctuated_word":"know.","sentiment":"neutral","sentiment_score":0.04860473424196243},{"word":"because","start":122.759995,"end":123.0,"confidence":0.9526367,"punctuated_word":"Because","sentiment":"neutral","sentiment_score":-0.05377086624503136},{"word":"i","start":123.0,"end":123.08,"confidence":0.99902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.11528832465410233},{"word":"was","start":123.08,"end":123.24,"confidence":0.99316406,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.1164032518863678},{"word":"gonna","start":123.24,"end":123.479996,"confidence":0.9892578,"punctuated_word":"gonna","sentiment":"neutral","sentiment_score":-0.11017011851072311},{"word":"pay","start":123.479996,"end":123.72,"confidence":0.9941406,"punctuated_word":"pay","sentiment":"neutral","sentiment_score":-0.12033595889806747},{"word":"last","start":123.72,"end":123.96,"confidence":0.99609375,"punctuated_word":"last","sentiment":"neutral","sentiment_score":-0.13626587390899658},{"word":"thursday","start":123.96,"end":124.46,"confidence":0.9626465,"punctuated_word":"Thursday,","sentiment":"neutral","sentiment_score":-0.1441202163696289},{"word":"but","start":124.6,"end":125.1,"confidence":0.9902344,"punctuated_word":"but","sentiment":"neutral","sentiment_score":-0.13448047637939453},{"word":"it's","start":126.325,"end":126.485,"confidence":0.9904785,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":-0.19614452123641968},{"word":"the","start":126.485,"end":126.645,"confidence":0.9980469,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.22203850746154785},{"word":"same","start":126.645,"end":126.965,"confidence":1.0,"punctuated_word":"same","sentiment":"neutral","sentiment_score":-0.1552780419588089},{"word":"day","start":126.965,"end":127.284996,"confidence":0.9970703,"punctuated_word":"day","sentiment":"neutral","sentiment_score":-0.20125578343868256},{"word":"my","start":127.284996,"end":127.604996,"confidence":0.96777344,"punctuated_word":"my","sentiment":"neutral","sentiment_score":-0.2596449553966522},{"word":"uni","start":127.604996,"end":127.925,"confidence":0.9667969,"punctuated_word":"uni","sentiment":"neutral","sentiment_score":-0.24179279804229736},{"word":"took","start":127.925,"end":128.425,"confidence":1.0,"punctuated_word":"took","sentiment":"neutral","sentiment_score":-0.25668764114379883},{"word":"money","start":129.445,"end":129.945,"confidence":0.72021484,"punctuated_word":"money.","sentiment":"neutral","sentiment_score":-0.16018247604370117},{"word":"so","start":130.405,"end":130.905,"confidence":0.98535156,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.12454509735107422},{"word":"i","start":131.365,"end":131.525,"confidence":0.9902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.2230893671512604},{"word":"can't","start":131.525,"end":132.025,"confidence":0.9926758,"punctuated_word":"can't","sentiment":"neutral","sentiment_score":-0.16840843856334686},{"word":"yeah","start":139.845,"end":140.345,"confidence":0.9807129,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.03502166271209717},{"word":"okay","start":166.095,"end":166.595,"confidence":0.9633789,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.18580228090286255},{"word":"you","start":170.36494,"end":170.86494,"confidence":0.43310547,"punctuated_word":"You","sentiment":"positive","sentiment_score":0.5561415553092957},{"word":"too","start":173.96494,"end":174.44495,"confidence":0.97143555,"punctuated_word":"too.","sentiment":"neutral","sentiment_score":0.28291821479797363},{"word":"thank","start":174.44495,"end":174.76494,"confidence":0.9375,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.4510336220264435},{"word":"you","start":174.76494,"end":175.00494,"confidence":0.99853516,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.3735772967338562},{"word":"bye","start":175.00494,"end":175.50494,"confidence":0.9892578,"punctuated_word":"Bye.","sentiment":"neutral","sentiment_score":0.29427358508110046},{"word":"bye","start":175.72495,"end":176.22495,"confidence":0.6599121,"punctuated_word":"Bye.","sentiment":"neutral","sentiment_score":0.10435372591018675}],"paragraphs":{"transcript":"\nHi. I'm I'm just making this call because I have a outstanding balance. Yep. Generosa. Thank you.\n\nNo. I'm actually not making a payment. I wanted to ask if I could pay it next week because I had other things take money, and I can't afford until next week. I get paid for nightly, so it's gonna have to be next week. So that's why I'm calling.\n\nOn Thursday. Yeah. I can do the customer portal, but if I have any issues, I can just call. I can what I'll just let you guys know. Because I was gonna pay last Thursday, but it's the same day my uni took money.\n\nSo I can't Yeah. Okay. You too. Thank you. Bye.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hi.","start":5.6,"end":6.08,"sentiment":"neutral","sentiment_score":0.03754283860325813},{"text":"I'm I'm just making this call because I have a outstanding balance.","start":6.08,"end":11.38,"sentiment":"neutral","sentiment_score":0.041715653302768864},{"text":"Yep.","start":18.314999,"end":18.814999,"sentiment":"neutral","sentiment_score":0.09609797596931458},{"text":"Generosa.","start":19.195,"end":19.695,"sentiment":"neutral","sentiment_score":0.15355423092842102},{"text":"Thank you.","start":20.075,"end":20.895,"sentiment":"positive","sentiment_score":0.6027955412864685}],"sentiment":"neutral","sentiment_score":0.11725729221806806,"num_words":17,"start":5.6,"end":20.895},{"sentences":[{"text":"No.","start":37.809998,"end":38.05,"sentiment":"neutral","sentiment_score":-0.2801212668418884},{"text":"I'm actually not making a payment.","start":38.05,"end":39.75,"sentiment":"negative","sentiment_score":-0.4135085542996724},{"text":"I wanted to ask if I could pay it next week because I had other things take money, and I can't afford until next week.","start":39.809998,"end":50.375,"sentiment":"negative","sentiment_score":-0.46472829937934873},{"text":"I get paid for nightly, so it's gonna have to be next week.","start":50.375,"end":53.835,"sentiment":"negative","sentiment_score":-0.4035533551986401},{"text":"So that's why I'm calling.","start":53.895,"end":55.275,"sentiment":"neutral","sentiment_score":-0.09754244685173034}],"sentiment":"negative","sentiment_score":-0.4022657185792923,"num_words":50,"start":37.809998,"end":55.275},{"sentences":[{"text":"On Thursday.","start":91.04,"end":91.86,"sentiment":"neutral","sentiment_score":-0.006227095611393452},{"text":"Yeah.","start":114.84,"end":115.159996,"sentiment":"neutral","sentiment_score":0.0429365411400795},{"text":"I can do the customer portal, but if I have any issues, I can just call.","start":115.159996,"end":120.36,"sentiment":"neutral","sentiment_score":0.033601356321014464},{"text":"I can what I'll just let you guys know.","start":120.36,"end":122.759995,"sentiment":"neutral","sentiment_score":0.031162817031145096},{"text":"Because I was gonna pay last Thursday, but it's the same day my uni took money.","start":122.759995,"end":129.945,"sentiment":"neutral","sentiment_score":-0.1639912382233888}],"sentiment":"neutral","sentiment_score":-0.040347509255463425,"num_words":44,"start":91.04,"end":129.945},{"sentences":[{"text":"So I can't Yeah.","start":130.405,"end":140.345,"sentiment":"neutral","sentiment_score":-0.12025531008839607},{"text":"Okay.","start":166.095,"end":166.595,"sentiment":"neutral","sentiment_score":0.18580228090286255},{"text":"You too.","start":170.36494,"end":174.44495,"sentiment":"positive","sentiment_score":0.41952988505363464},{"text":"Thank you.","start":174.44495,"end":175.00494,"sentiment":"positive","sentiment_score":0.41230545938014984},{"text":"Bye.","start":175.00494,"end":175.50494,"sentiment":"neutral","sentiment_score":0.29427358508110046}],"sentiment":"neutral","sentiment_score":0.16627253144979476,"num_words":10,"start":130.405,"end":175.50494},{"sentences":[{"text":"Bye.","start":175.72495,"end":176.22495,"sentiment":"neutral","sentiment_score":0.10435372591018675}],"sentiment":"neutral","sentiment_score":0.10435372591018675,"num_words":1,"start":175.72495,"end":176.22495}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good morning. You have reached Airtel accounts. How may I help you today?\n\nChannel 1: Hi. I'm I'm just making this call because I have a outstanding balance.\n\nChannel 0: Oh, sure. I would love to assist you today. May I please confirm your full name?\n\nChannel 1: Yep. Generosa. Thank you.\n\nChannel 0: Wonderful name. Nice to have you on the line, Shana Rasa. Yes. Our account is trying to reach you out in reference to your outstanding invoice, $79.95. Are you going to use your Visa or your Mastercard for today's payment?\n\nChannel 1: No. I'm actually not making a payment. I wanted to ask if I could pay it next week because I had other things take money, and I can't afford until next week. I get paid for nightly, so it's gonna have to be next week. So that's\n\nChannel 0: Oh,\n\nChannel 1: why I'm\n\nChannel 0: oh, yeah.\n\nChannel 1: calling.\n\nChannel 0: Oh, okay. I see. I understand that. But we appreciate that you called in in reference with this. So let me just check here.\n\nOkay? So as you are aware, this invoice was due the eleventh. But if I may ask, in that way, I could make a proper documentation. And once our account manager asked why this invoice is still unpaid, I can go ahead and provide it and justify why it was not paid. Okay?\n\nSo which date by next week that you can commit to settle the amount?\n\nChannel 1: On Thursday.\n\nChannel 0: Oh, next payoff. Okay. Thursday. Just bear with me. I'm trying to put on your account here.\n\nThursday. So are you calling us back, or will I call you on Thursday, or you will do it through the customer portal because we sent you the details\n\nChannel 1: Yeah.\n\nChannel 0: and\n\nChannel 1: I can do the customer portal, but if I have any issues, I can just call. I can what I'll just let you guys know. Because I was gonna pay last Thursday, but it's the same day my uni took money. So\n\nChannel 0: Mm-mm.\n\nChannel 1: I can't\n\nChannel 0: Mm-mm. Okay. So next Thursday will be the twenty eighth.\n\nChannel 1: Yeah.\n\nChannel 0: Okay. I will make a proper documentation on the account. You called in and you advised your situation, and you can pay this invoice on the twenty eighth. So on this day, please ensure that this amount will be settled. And, yes, you are correct.\n\nWe are happy to assist you if you encountered any issue or if you need our help to proceed with your payment by Thursday. Okay?\n\nChannel 1: Okay.\n\nChannel 0: Alright. I appreciate your time today, Generosa,\n\nChannel 1: You\n\nChannel 0: and you do have a great day, and be safe always.\n\nChannel 1: too. Thank you.\n\nChannel 0: Thank\n\nChannel 1: Bye.\n\nChannel 0: you. Goodbye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.48,"end":0.71999997,"sentiment":"neutral","sentiment_score":0.16031955182552338},{"text":"Good morning.","start":0.71999997,"end":1.36,"sentiment":"positive","sentiment_score":0.343196839094162},{"text":"You have reached Airtel accounts.","start":1.36,"end":2.96,"sentiment":"neutral","sentiment_score":0.24132161140441893},{"text":"How may I help you today?","start":2.96,"end":4.26,"sentiment":"neutral","sentiment_score":0.2680978352824847}],"sentiment":"neutral","sentiment_score":0.26156487848077503,"channel":0,"num_words":14,"start":0.48,"end":4.26},{"sentences":[{"text":"Hi.","start":5.6,"end":6.08,"sentiment":"neutral","sentiment_score":0.03754283860325813},{"text":"I'm I'm just making this call because I have a outstanding balance.","start":6.08,"end":11.38,"sentiment":"neutral","sentiment_score":0.041715653302768864}],"sentiment":"neutral","sentiment_score":0.04139466755665266,"channel":1,"num_words":13,"start":5.6,"end":11.38},{"sentences":[{"text":"Oh, sure.","start":12.805,"end":13.365001,"sentiment":"neutral","sentiment_score":0.21714244782924652},{"text":"I would love to assist you today.","start":13.365001,"end":15.045,"sentiment":"positive","sentiment_score":0.4727227858134678},{"text":"May I please confirm your full name?","start":15.045,"end":17.305,"sentiment":"neutral","sentiment_score":0.16243507074458258}],"sentiment":"neutral","sentiment_score":0.3050243682228029,"channel":0,"num_words":16,"start":12.805,"end":17.305},{"sentences":[{"text":"Yep.","start":18.314999,"end":18.814999,"sentiment":"neutral","sentiment_score":0.09609797596931458},{"text":"Generosa.","start":19.195,"end":19.695,"sentiment":"neutral","sentiment_score":0.15355423092842102},{"text":"Thank you.","start":20.075,"end":20.895,"sentiment":"positive","sentiment_score":0.6027955412864685}],"sentiment":"positive","sentiment_score":0.36381082236766815,"channel":1,"num_words":4,"start":18.314999,"end":20.895},{"sentences":[{"text":"Wonderful name.","start":21.765,"end":22.645,"sentiment":"positive","sentiment_score":0.6795580089092255},{"text":"Nice to have you on the line, Shana Rasa.","start":22.645,"end":24.72,"sentiment":"positive","sentiment_score":0.6381943159633212},{"text":"Yes.","start":25.039999,"end":25.359999,"sentiment":"neutral","sentiment_score":0.1151701807975769},{"text":"Our account is trying to reach you out in reference to your outstanding invoice, $79.95.","start":25.359999,"end":32.1,"sentiment":"neutral","sentiment_score":0.10274501219391823},{"text":"Are you going to use your Visa or your Mastercard for today's payment?","start":32.32,"end":36.66,"sentiment":"neutral","sentiment_score":0.046111711085988924}],"sentiment":"neutral","sentiment_score":0.23396656173281372,"channel":0,"num_words":40,"start":21.765,"end":36.66},{"sentences":[{"text":"No.","start":37.809998,"end":38.05,"sentiment":"neutral","sentiment_score":-0.2801212668418884},{"text":"I'm actually not making a payment.","start":38.05,"end":39.75,"sentiment":"negative","sentiment_score":-0.4135085542996724},{"text":"I wanted to ask if I could pay it next week because I had other things take money, and I can't afford until next week.","start":39.809998,"end":50.375,"sentiment":"negative","sentiment_score":-0.46472829937934873},{"text":"I get paid for nightly, so it's gonna have to be next week.","start":50.375,"end":53.835,"sentiment":"negative","sentiment_score":-0.4035533551986401},{"text":"So that's","start":53.895,"end":54.375,"sentiment":"neutral","sentiment_score":-0.12095874547958374}],"sentiment":"negative","sentiment_score":-0.42271257841840704,"channel":1,"num_words":47,"start":37.809998,"end":54.375},{"sentences":[{"text":"Oh,","start":54.22,"end":54.54,"sentiment":"neutral","sentiment_score":-0.10289715975522996}],"sentiment":"neutral","sentiment_score":-0.10289715975522996,"channel":0,"num_words":1,"start":54.22,"end":54.54},{"sentences":[{"text":"why I'm","start":54.375,"end":54.775,"sentiment":"neutral","sentiment_score":-0.08718524128198624}],"sentiment":"neutral","sentiment_score":-0.08718524128198624,"channel":1,"num_words":2,"start":54.375,"end":54.775},{"sentences":[{"text":"oh, yeah.","start":54.54,"end":55.120003,"sentiment":"neutral","sentiment_score":-0.07980464771389961}],"sentiment":"neutral","sentiment_score":-0.07980464771389961,"channel":0,"num_words":2,"start":54.54,"end":55.120003},{"sentences":[{"text":"calling.","start":54.775,"end":55.275,"sentiment":"neutral","sentiment_score":-0.07142426073551178}],"sentiment":"neutral","sentiment_score":-0.07142426073551178,"channel":1,"num_words":1,"start":54.775,"end":55.275},{"sentences":[{"text":"Oh, okay.","start":55.82,"end":56.5,"sentiment":"neutral","sentiment_score":-0.014590984210371971},{"text":"I see.","start":56.5,"end":56.940002,"sentiment":"neutral","sentiment_score":-0.01026754267513752},{"text":"I understand that.","start":56.940002,"end":58.4,"sentiment":"neutral","sentiment_score":0.0039061978459358215},{"text":"But we appreciate that you called in in reference with this.","start":58.46,"end":62.32,"sentiment":"neutral","sentiment_score":0.1342903639782559},{"text":"So let me just check here.","start":62.54,"end":64.22,"sentiment":"neutral","sentiment_score":0.050782823314269386}],"sentiment":"neutral","sentiment_score":0.07266218680888414,"channel":0,"num_words":24,"start":55.82,"end":64.22},{"sentences":[{"text":"Okay?","start":64.22,"end":64.72,"sentiment":"neutral","sentiment_score":0.01720033958554268},{"text":"So as you are aware, this invoice was due the eleventh.","start":65.305,"end":69.645,"sentiment":"neutral","sentiment_score":-0.05394935066049749},{"text":"But if I may ask, in that way, I could make a proper documentation.","start":70.024994,"end":73.325,"sentiment":"neutral","sentiment_score":-0.05539532830672605},{"text":"And once our account manager asked why this invoice is still unpaid, I can go ahead and provide it and justify why it was not paid.","start":73.784996,"end":84.03,"sentiment":"neutral","sentiment_score":-0.14675946032198575},{"text":"Okay?","start":84.03,"end":84.53,"sentiment":"neutral","sentiment_score":0.02998257800936699}],"sentiment":"neutral","sentiment_score":-0.0969347264969124,"channel":0,"num_words":53,"start":64.22,"end":84.53},{"sentences":[{"text":"So which date by next week that you can commit to settle the amount?","start":84.83,"end":90.61,"sentiment":"neutral","sentiment_score":0.009592050819524698}],"sentiment":"neutral","sentiment_score":0.009592050819524698,"channel":0,"num_words":14,"start":84.83,"end":90.61},{"sentences":[{"text":"On Thursday.","start":91.04,"end":91.86,"sentiment":"neutral","sentiment_score":-0.006227095611393452}],"sentiment":"neutral","sentiment_score":-0.006227095611393452,"channel":1,"num_words":2,"start":91.04,"end":91.86},{"sentences":[{"text":"Oh, next payoff.","start":92.91,"end":94.43,"sentiment":"neutral","sentiment_score":-0.0253711249679327},{"text":"Okay.","start":94.43,"end":94.91,"sentiment":"neutral","sentiment_score":-0.001165144145488739},{"text":"Thursday.","start":94.91,"end":95.41,"sentiment":"neutral","sentiment_score":-0.0030221063643693924},{"text":"Just bear with me.","start":96.645,"end":97.525,"sentiment":"neutral","sentiment_score":-0.009482351131737232},{"text":"I'm trying to put on your account here.","start":97.525,"end":99.945,"sentiment":"neutral","sentiment_score":-0.007689815014600754}],"sentiment":"neutral","sentiment_score":-0.010573444121024188,"channel":0,"num_words":17,"start":92.91,"end":99.945},{"sentences":[{"text":"Thursday.","start":100.485,"end":100.985,"sentiment":"neutral","sentiment_score":0.008524339646100998},{"text":"So are you calling us back, or will I call you on Thursday, or you will do it through the customer portal because we sent you the details","start":104.805,"end":114.86,"sentiment":"neutral","sentiment_score":0.022303418954834342}],"sentiment":"neutral","sentiment_score":0.02182827828901595,"channel":0,"num_words":29,"start":100.485,"end":114.86},{"sentences":[{"text":"Yeah.","start":114.84,"end":115.159996,"sentiment":"neutral","sentiment_score":0.0429365411400795}],"sentiment":"neutral","sentiment_score":0.0429365411400795,"channel":1,"num_words":1,"start":114.84,"end":115.159996},{"sentences":[{"text":"and","start":114.86,"end":115.259995,"sentiment":"neutral","sentiment_score":0.029104923829436306}],"sentiment":"neutral","sentiment_score":0.029104923829436306,"channel":0,"num_words":1,"start":114.86,"end":115.259995},{"sentences":[{"text":"I can do the customer portal, but if I have any issues, I can just call.","start":115.159996,"end":120.36,"sentiment":"neutral","sentiment_score":0.033601356321014464},{"text":"I can what I'll just let you guys know.","start":120.36,"end":122.759995,"sentiment":"neutral","sentiment_score":0.031162817031145096},{"text":"Because I was gonna pay last Thursday, but it's the same day my uni took money.","start":122.759995,"end":129.945,"sentiment":"neutral","sentiment_score":-0.1639912382233888},{"text":"So","start":130.405,"end":130.905,"sentiment":"neutral","sentiment_score":-0.12454509735107422}],"sentiment":"neutral","sentiment_score":-0.04595994891687518,"channel":1,"num_words":42,"start":115.159996,"end":130.905},{"sentences":[{"text":"Mm-mm.","start":131.275,"end":131.75499,"sentiment":"neutral","sentiment_score":-0.11140258610248566}],"sentiment":"neutral","sentiment_score":-0.11140258610248566,"channel":0,"num_words":1,"start":131.275,"end":131.75499},{"sentences":[{"text":"I can't","start":131.365,"end":132.025,"sentiment":"neutral","sentiment_score":-0.19574890285730362}],"sentiment":"neutral","sentiment_score":-0.19574890285730362,"channel":1,"num_words":2,"start":131.365,"end":132.025},{"sentences":[{"text":"Mm-mm.","start":131.75499,"end":131.83499,"sentiment":"neutral","sentiment_score":-0.12266220152378082},{"text":"Okay.","start":131.83499,"end":132.33499,"sentiment":"neutral","sentiment_score":-0.027314607053995132},{"text":"So next Thursday will be the twenty eighth.","start":135.11499,"end":138.575,"sentiment":"neutral","sentiment_score":-0.018295769346877933}],"sentiment":"neutral","sentiment_score":-0.02963429633527994,"channel":0,"num_words":10,"start":131.75499,"end":138.575},{"sentences":[{"text":"Yeah.","start":139.845,"end":140.345,"sentiment":"neutral","sentiment_score":0.03502166271209717}],"sentiment":"neutral","sentiment_score":0.03502166271209717,"channel":1,"num_words":1,"start":139.845,"end":140.345},{"sentences":[{"text":"Okay.","start":140.93001,"end":141.43001,"sentiment":"neutral","sentiment_score":0.06233961880207062},{"text":"I will make a proper documentation on the account.","start":141.49,"end":144.79001,"sentiment":"neutral","sentiment_score":0.09151814546849993},{"text":"You called in and you advised your situation, and you can pay this invoice on the twenty eighth.","start":145.25,"end":152.05,"sentiment":"neutral","sentiment_score":0.10380266813768281},{"text":"So on this day, please ensure that this amount will be settled.","start":152.05,"end":156.615,"sentiment":"neutral","sentiment_score":0.1287493078658978},{"text":"And, yes, you are correct.","start":156.615,"end":157.815,"sentiment":"neutral","sentiment_score":0.32948187589645384}],"sentiment":"neutral","sentiment_score":0.13215226729710897,"channel":0,"num_words":45,"start":140.93001,"end":157.815},{"sentences":[{"text":"We are happy to assist you if you encountered any issue or if you need our help to proceed with your payment by Thursday.","start":157.815,"end":164.88,"sentiment":"positive","sentiment_score":0.3808942611018817},{"text":"Okay?","start":164.88,"end":165.38,"sentiment":"neutral","sentiment_score":0.2356223165988922}],"sentiment":"positive","sentiment_score":0.3750833833217621,"channel":0,"num_words":25,"start":157.815,"end":165.38},{"sentences":[{"text":"Okay.","start":166.095,"end":166.595,"sentiment":"neutral","sentiment_score":0.18580228090286255}],"sentiment":"neutral","sentiment_score":0.18580228090286255,"channel":1,"num_words":1,"start":166.095,"end":166.595},{"sentences":[{"text":"Alright.","start":167.36,"end":167.86,"sentiment":"positive","sentiment_score":0.33881938457489014},{"text":"I appreciate your time today, Generosa,","start":167.92,"end":170.18,"sentiment":"positive","sentiment_score":0.542250985900561}],"sentiment":"positive","sentiment_score":0.5131893285683223,"channel":0,"num_words":7,"start":167.36,"end":170.18},{"sentences":[{"text":"You","start":170.36494,"end":170.86494,"sentiment":"positive","sentiment_score":0.5561415553092957}],"sentiment":"positive","sentiment_score":0.5561415553092957,"channel":1,"num_words":1,"start":170.36494,"end":170.86494},{"sentences":[{"text":"and you do have a great day, and be safe always.","start":170.64,"end":173.78,"sentiment":"positive","sentiment_score":0.6731009212407199}],"sentiment":"positive","sentiment_score":0.6731009212407199,"channel":0,"num_words":11,"start":170.64,"end":173.78},{"sentences":[{"text":"too.","start":173.96494,"end":174.44495,"sentiment":"neutral","sentiment_score":0.28291821479797363},{"text":"Thank you.","start":174.44495,"end":175.00494,"sentiment":"positive","sentiment_score":0.41230545938014984}],"sentiment":"positive","sentiment_score":0.36917637785275775,"channel":1,"num_words":3,"start":173.96494,"end":175.00494},{"sentences":[{"text":"Thank","start":174.95999,"end":175.28,"sentiment":"neutral","sentiment_score":0.3315117061138153}],"sentiment":"neutral","sentiment_score":0.3315117061138153,"channel":0,"num_words":1,"start":174.95999,"end":175.28},{"sentences":[{"text":"Bye.","start":175.00494,"end":175.50494,"sentiment":"neutral","sentiment_score":0.29427358508110046}],"sentiment":"neutral","sentiment_score":0.29427358508110046,"channel":1,"num_words":1,"start":175.00494,"end":175.50494},{"sentences":[{"text":"you.","start":175.28,"end":175.68,"sentiment":"neutral","sentiment_score":0.27335864305496216},{"text":"Goodbye.","start":175.68,"end":176.18,"sentiment":"neutral","sentiment_score":0.19046717882156372}],"sentiment":"neutral","sentiment_score":0.23191291093826294,"channel":0,"num_words":2,"start":175.28,"end":176.18},{"sentences":[{"text":"Bye.","start":175.72495,"end":176.22495,"sentiment":"neutral","sentiment_score":0.10435372591018675}],"sentiment":"neutral","sentiment_score":0.10435372591018675,"channel":1,"num_words":1,"start":175.72495,"end":176.22495}]},"summary":{"result":"success","short":"The customer calls Airtel accounts to settle an outstanding invoice of $79.95. The agent confirms the customer's name and asks if they will use their Visa or Mastercard for the payment. The customer explains they cannot pay until next week and the agent offers to make a payment on Thursday. The agent assures the customer they can call back if they need help and reminds them to ensure the payment is settled on Thursday."},"intents":{"segments":[{"text":"I'm actually not making a payment. I wanted to ask if I could pay it next week because I had other things take money, and I can't afford until next week. I get paid for nightly, so it's gonna have to be next week.","start_word":88,"end_word":131,"intents":[{"intent":"Request payment","confidence_score":0.008191492}]},{"text":"So which date by next week that you can commit to settle the amount? On Thursday.","start_word":217,"end_word":232,"intents":[{"intent":"Confirm balance","confidence_score":0.0004442943}]},{"text":"and I can do the customer portal, but if I have any issues, I can just call.","start_word":280,"end_word":296,"intents":[{"intent":"Advise customer portal","confidence_score":0.00012651735}]},{"text":"So next Thursday will be the twenty eighth. Yeah.","start_word":328,"end_word":336,"intents":[{"intent":"Confirm payment date","confidence_score":0.052053463}]},{"text":"We are happy to assist you if you encountered any issue or if you need our help to proceed with your payment by Thursday. Okay? Okay.","start_word":382,"end_word":407,"intents":[{"intent":"Assist with payment","confidence_score":0.06578015}]},{"text":"I appreciate your time today, Generosa, You and you do have a great day, and be safe always. too. Thank you.","start_word":409,"end_word":429,"intents":[{"intent":"Express appreciation","confidence_score":0.061541986}]}]},"sentiments":{"segments":[{"text":"Hi. Good morning. You have reached Airtel accounts. How may I help you today? Hi. I'm I'm just making this call because I have a outstanding balance. Oh, sure.","start_word":0,"end_word":28,"sentiment":"neutral","sentiment_score":0.15139131247997284},{"text":"I would love to assist you today.","start_word":29,"end_word":35,"sentiment":"positive","sentiment_score":0.4740939736366272},{"text":"May I please confirm your full name? Yep. Generosa.","start_word":36,"end_word":44,"sentiment":"neutral","sentiment_score":0.14734052121639252},{"text":"Thank you. Wonderful name. Nice to have you on the line, Shana Rasa.","start_word":45,"end_word":57,"sentiment":"positive","sentiment_score":0.619143009185791},{"text":"Yes. Our account is trying to reach you out in reference to your outstanding invoice, $79.95. Are you going to use your Visa or your Mastercard for today's payment? No.","start_word":58,"end_word":87,"sentiment":"neutral","sentiment_score":0.06169182434678078},{"text":"I'm actually not making a payment. I wanted to ask if I could pay it next week because I had other things take money, and I can't afford until next week. I get paid for nightly, so it's gonna have to be next week.","start_word":88,"end_word":131,"sentiment":"negative","sentiment_score":-0.43820783495903015},{"text":"So that's Oh, why I'm oh, yeah. calling. Oh, okay. I see. I understand that. But we appreciate that you called in in reference with this. So let me just check here. Okay? So as you are aware, this invoice was due the eleventh. But if I may ask, in that way, I could make a proper documentation. And once our account manager asked why this invoice is still unpaid, I can go ahead and provide it and justify why it was not paid. Okay? So which date by next week that you can commit to settle the amount? On Thursday. Oh, next payoff. Okay. Thursday. Just bear with me. I'm trying to put on your account here. Thursday. So are you calling us back, or will I call you on Thursday, or you will do it through the customer portal because we sent you the details Yeah. and I can do the customer portal, but if I have any issues, I can just call. I can what I'll just let you guys know. Because I was gonna pay last Thursday, but it's the same day my uni took money. So Mm-mm. I can't Mm-mm. Okay. So next Thursday will be the twenty eighth. Yeah. Okay. I will make a proper documentation on the account. You called in and you advised your situation, and you can pay this invoice on the twenty eighth. So on this day, please ensure that this amount will be settled. And, yes, you are correct.","start_word":132,"end_word":381,"sentiment":"neutral","sentiment_score":-0.008324847176671028},{"text":"We are happy to assist you if you encountered any issue or if you need our help to proceed with your payment by Thursday.","start_word":382,"end_word":405,"sentiment":"positive","sentiment_score":0.3797164857387543},{"text":"Okay? Okay.","start_word":406,"end_word":407,"sentiment":"neutral","sentiment_score":0.21071229875087735},{"text":"Alright. I appreciate your time today, Generosa, You and you do have a great day, and be safe always.","start_word":408,"end_word":426,"sentiment":"positive","sentiment_score":0.5932314991950989},{"text":"too.","start_word":427,"end_word":427,"sentiment":"neutral","sentiment_score":0.28291821479797363},{"text":"Thank you.","start_word":428,"end_word":429,"sentiment":"positive","sentiment_score":0.3993961215019226},{"text":"Thank Bye. you. Goodbye. Bye.","start_word":430,"end_word":434,"sentiment":"neutral","sentiment_score":0.226197212934494}],"average":{"sentiment":"neutral","sentiment_score":0.05145541867225505}}}}