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Please note your call will be recorded and used for training and quality purposes. If you have an existing case number, press 1. If not, please press 2. If you're calling to report a lost or stolen card, press 4 now. Otherwise, please hold to be taken to the main menu. We have recently made changes to our call menu. Therefore, please listen carefully. For personal banking inquiries, press 1. For business banking inquiries, press 2. For residential and commercial broker inquiries, press 3. For Internet banking inquiries, press 4. For Visa debit card inquiries, including lost and stolen cards, press 5. If you are calling in regards to potential scam or fraud, press 6. For feedback and complaints, press 7. To speak with our customer service team, press 8. Hi. Thank you for calling Sykes Sydney. My name is Shay. How can I help you? I'm sorry. You are asking for an address? Mhmm. Chris Chute. Is is he from the branch or what which department? I see. And who am I speaking with? Andrew. 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Please note your call will be recorded and used for training and quality purposes. If you have an existing case number, press 1. If not, please press 2. If you're calling to report a lost or stolen card, press 4 now.\n\nOtherwise, please hold to be taken to the main menu. We have recently made changes to our call menu. Therefore, please listen carefully. For personal banking inquiries, press 1. For business banking inquiries, press 2.\n\nFor residential and commercial broker inquiries, press 3. For Internet banking inquiries, press 4. For Visa debit card inquiries, including lost and stolen cards, press 5. If you are calling in regards to potential scam or fraud, press 6. For feedback and complaints, press 7.\n\nTo speak with our customer service team, press 8. Hi. Thank you for calling Sykes Sydney. My name is Shay. How can I help you?\n\nI'm sorry. You are asking for an address? Mhmm. Chris Chute. Is is he from the branch or what which department?\n\nI see. And who am I speaking with? Andrew. And what is this can I know the the reason of the call? Cybersecurity.\n\nAlright. One moment. Let me just double check if Chris Chu is available. Available. You're welcome.\n\nOne moment.","paragraphs":[{"sentences":[{"text":"Thank you for calling Bank of Sydney.","start":1.68,"end":3.9399998,"sentiment":"positive","sentiment_score":0.4103191878114428},{"text":"Please note your call will be recorded and used for training and quality purposes.","start":4.56,"end":9.059999,"sentiment":"neutral","sentiment_score":0.07876789995602199},{"text":"If you have an existing case number, press 1.","start":10.32,"end":13.54,"sentiment":"neutral","sentiment_score":-0.014168053451511595},{"text":"If not, please press 2.","start":13.599999,"end":15.545,"sentiment":"neutral","sentiment_score":-0.03726849406957626},{"text":"If you're calling to report a lost or stolen card, press 4 now.","start":19.205,"end":23.945,"sentiment":"neutral","sentiment_score":-0.09585897395244011}],"sentiment":"neutral","sentiment_score":0.050311735443150006,"num_words":48,"start":1.68,"end":23.945},{"sentences":[{"text":"Otherwise, please hold to be taken to the main menu.","start":24.244999,"end":27.544998,"sentiment":"neutral","sentiment_score":-0.04900149367749691},{"text":"We have recently made changes to our call menu.","start":31.58,"end":34.559998,"sentiment":"neutral","sentiment_score":-0.06388670247462061},{"text":"Therefore, please listen carefully.","start":34.7,"end":36.48,"sentiment":"neutral","sentiment_score":-0.055599821731448174},{"text":"For personal banking inquiries, press 1.","start":37.42,"end":40.32,"sentiment":"neutral","sentiment_score":0.004838806732247273},{"text":"For business banking inquiries, press 2.","start":40.525,"end":43.425003,"sentiment":"neutral","sentiment_score":0.007308927209426959}],"sentiment":"neutral","sentiment_score":-0.034700232637780055,"num_words":35,"start":24.244999,"end":43.425003},{"sentences":[{"text":"For residential and commercial broker inquiries, press 3.","start":43.645,"end":47.745003,"sentiment":"neutral","sentiment_score":0.013517942163161933},{"text":"For Internet banking inquiries, press 4.","start":48.205,"end":51.185,"sentiment":"neutral","sentiment_score":0.008517471452554068},{"text":"For Visa debit card inquiries, including lost and stolen cards, press 5.","start":51.565002,"end":57.4,"sentiment":"neutral","sentiment_score":-0.031165314993510645},{"text":"If you are calling in regards to potential scam or fraud, press 6.","start":58.02,"end":62.6,"sentiment":"neutral","sentiment_score":-0.11650238931179047},{"text":"For feedback and complaints, press 7.","start":63.14,"end":65.96,"sentiment":"neutral","sentiment_score":-0.04742314666509628}],"sentiment":"neutral","sentiment_score":-0.04475123010989693,"num_words":45,"start":43.645,"end":65.96},{"sentences":[{"text":"To speak with our customer service team, press 8.","start":66.26,"end":72.835,"sentiment":"neutral","sentiment_score":-0.005947282744778527},{"text":"Hi.","start":86.5,"end":86.82,"sentiment":"neutral","sentiment_score":0.1413931101560593},{"text":"Thank you for calling Sykes Sydney.","start":86.82,"end":88.5,"sentiment":"positive","sentiment_score":0.4134072810411453},{"text":"My name is Shay.","start":88.5,"end":89.479996,"sentiment":"positive","sentiment_score":0.5067611336708069},{"text":"How can I help you?","start":89.619995,"end":90.759995,"sentiment":"positive","sentiment_score":0.396435534954071}],"sentiment":"neutral","sentiment_score":0.2631013384461403,"num_words":25,"start":66.26,"end":90.759995},{"sentences":[{"text":"I'm sorry.","start":100.905,"end":101.384995,"sentiment":"neutral","sentiment_score":-0.18438661843538284},{"text":"You are asking for an address?","start":101.384995,"end":103.085,"sentiment":"neutral","sentiment_score":-0.14926207065582275},{"text":"Mhmm.","start":113.88,"end":114.38,"sentiment":"neutral","sentiment_score":-0.12194009870290756},{"text":"Chris Chute.","start":121.88,"end":122.805,"sentiment":"neutral","sentiment_score":-0.112050361931324},{"text":"Is is he from the branch or what which department?","start":124.325,"end":128.265,"sentiment":"neutral","sentiment_score":-0.06911781840026379}],"sentiment":"neutral","sentiment_score":-0.10959831749399503,"num_words":21,"start":100.905,"end":128.265},{"sentences":[{"text":"I see.","start":132.885,"end":133.365,"sentiment":"neutral","sentiment_score":-0.06587699428200722},{"text":"And who am I speaking with?","start":133.365,"end":134.745,"sentiment":"neutral","sentiment_score":-0.07849747935930888},{"text":"Andrew.","start":138.72,"end":139.22,"sentiment":"neutral","sentiment_score":-0.0404316708445549},{"text":"And what is this can I know the the reason of the call?","start":139.76001,"end":145.22,"sentiment":"neutral","sentiment_score":-0.06536406364578468},{"text":"Cybersecurity.","start":147.36,"end":147.86,"sentiment":"neutral","sentiment_score":-0.08478467911481857}],"sentiment":"neutral","sentiment_score":-0.06859513226410617,"num_words":23,"start":132.885,"end":147.86},{"sentences":[{"text":"Alright.","start":148.24,"end":148.56,"sentiment":"neutral","sentiment_score":-0.01136547140777111},{"text":"One moment.","start":148.56,"end":149.04001,"sentiment":"neutral","sentiment_score":-0.017107226885855198},{"text":"Let me just double check if Chris Chu is available.","start":149.04001,"end":152.145,"sentiment":"neutral","sentiment_score":-0.010335967503488063},{"text":"Available.","start":155.10501,"end":155.60501,"sentiment":"neutral","sentiment_score":0.12149150669574738},{"text":"You're welcome.","start":155.66501,"end":156.38501,"sentiment":"neutral","sentiment_score":0.289522260427475}],"sentiment":"neutral","sentiment_score":0.03447477670852095,"num_words":16,"start":148.24,"end":156.38501},{"sentences":[{"text":"One moment.","start":156.38501,"end":157.125,"sentiment":"neutral","sentiment_score":0.10187356919050217}],"sentiment":"neutral","sentiment_score":0.10187356919050217,"num_words":2,"start":156.38501,"end":157.125}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling Bank of Sydney. Please note your call will be recorded and used for training and quality purposes. If you have an existing case number, press 1. If not, please press 2. If you're calling to report a lost or stolen card, press 4 now.\n\nOtherwise, please hold to be taken to the main menu. We have recently made changes to our call menu. Therefore, please listen carefully. For personal banking inquiries, press 1. For business banking inquiries, press 2.\n\nFor residential and commercial broker inquiries, press 3. For Internet banking inquiries, press 4. For Visa debit card inquiries, including lost and stolen cards, press 5. If you are calling in regards to potential scam or fraud, press 6. For feedback and complaints, press 7.\n\nTo speak with our customer service team, press 8. Hi. Thank you for calling Sykes Sydney. My name is Shay. How can I help you?\n\nChannel 0: Oh, hi, Shay. Yes. I was trying to get a hold of Chris in the IT department.\n\nChannel 1: I'm sorry. You are asking for an address?\n\nChannel 0: I was actually trying to get to him. I don't know what is the right option to pick in the automated system. So\n\nChannel 1: Mhmm.\n\nChannel 0: I just choose customer service, and I was hoping if you can get me over to Chris Chiu.\n\nChannel 1: Chris Chute.\n\nChannel 0: Yeah.\n\nChannel 1: Is is he from the branch or what which department?\n\nChannel 0: IT.\n\nChannel 1: I see. And who am I speaking with?\n\nChannel 0: My name is Andrew.\n\nChannel 1: Andrew. And what is this can I know the the\n\nChannel 0: Alright.\n\nChannel 1: reason\n\nChannel 0: It's\n\nChannel 1: of the\n\nChannel 0: regarding\n\nChannel 1: call?\n\nChannel 0: cybersecurity.\n\nChannel 1: Cybersecurity. Alright. One moment. Let me just double check if Chris Chu is available.\n\nChannel 0: Alright. Thank you.\n\nChannel 1: Available. You're welcome. One moment.","paragraphs":[{"sentences":[{"text":"Thank you for calling Bank of Sydney.","start":1.68,"end":3.9399998,"sentiment":"positive","sentiment_score":0.4103191878114428},{"text":"Please note your call will be recorded and used for training and quality purposes.","start":4.56,"end":9.059999,"sentiment":"neutral","sentiment_score":0.07876789995602199},{"text":"If you have an existing case number, press 1.","start":10.32,"end":13.54,"sentiment":"neutral","sentiment_score":-0.014168053451511595},{"text":"If not, please press 2.","start":13.599999,"end":15.545,"sentiment":"neutral","sentiment_score":-0.03726849406957626},{"text":"If you're calling to report a lost or stolen card, press 4 now.","start":19.205,"end":23.945,"sentiment":"neutral","sentiment_score":-0.09585897395244011}],"sentiment":"neutral","sentiment_score":0.050311735443150006,"channel":1,"num_words":48,"start":1.68,"end":23.945},{"sentences":[{"text":"Otherwise, please hold to be taken to the main 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Sykes Sydney.","start":86.82,"end":88.5,"sentiment":"positive","sentiment_score":0.4134072810411453},{"text":"My name is Shay.","start":88.5,"end":89.479996,"sentiment":"positive","sentiment_score":0.5067611336708069},{"text":"How can I help you?","start":89.619995,"end":90.759995,"sentiment":"positive","sentiment_score":0.396435534954071}],"sentiment":"neutral","sentiment_score":0.2631013384461403,"channel":1,"num_words":25,"start":66.26,"end":90.759995},{"sentences":[{"text":"Oh, hi, Shay.","start":91.63,"end":92.77,"sentiment":"neutral","sentiment_score":-0.03272967288891474},{"text":"Yes.","start":92.829994,"end":93.31,"sentiment":"neutral","sentiment_score":-0.07795935869216919},{"text":"I was trying to get a hold of Chris in the IT department.","start":93.31,"end":97.96999,"sentiment":"neutral","sentiment_score":-0.15957016669786894}],"sentiment":"neutral","sentiment_score":-0.13238591437830644,"channel":0,"num_words":17,"start":91.63,"end":97.96999},{"sentences":[{"text":"I'm sorry.","start":100.905,"end":101.384995,"sentiment":"neutral","sentiment_score":-0.18438661843538284},{"text":"You are asking for an address?","start":101.384995,"end":103.085,"sentiment":"neutral","sentiment_score":-0.14926207065582275}],"sentiment":"neutral","sentiment_score":-0.15804320760071278,"channel":1,"num_words":8,"start":100.905,"end":103.085},{"sentences":[{"text":"I was actually trying to get to him.","start":104.565,"end":107.065,"sentiment":"neutral","sentiment_score":-0.25471168011426926},{"text":"I don't know what is the right option to pick in the automated 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Chute.","start":121.88,"end":122.805,"sentiment":"neutral","sentiment_score":-0.112050361931324}],"sentiment":"neutral","sentiment_score":-0.112050361931324,"channel":1,"num_words":2,"start":121.88,"end":122.805},{"sentences":[{"text":"Yeah.","start":124.29,"end":124.79,"sentiment":"neutral","sentiment_score":-0.05893487110733986}],"sentiment":"neutral","sentiment_score":-0.05893487110733986,"channel":0,"num_words":1,"start":124.29,"end":124.79},{"sentences":[{"text":"Is is he from the branch or what which department?","start":124.325,"end":128.265,"sentiment":"neutral","sentiment_score":-0.06911781840026379}],"sentiment":"neutral","sentiment_score":-0.06911781840026379,"channel":1,"num_words":10,"start":124.325,"end":128.265},{"sentences":[{"text":"IT.","start":130.315,"end":130.815,"sentiment":"neutral","sentiment_score":-0.07403423637151718}],"sentiment":"neutral","sentiment_score":-0.07403423637151718,"channel":0,"num_words":1,"start":130.315,"end":130.815},{"sentences":[{"text":"I see.","start":132.885,"end":133.365,"sentiment":"neutral","sentiment_score":-0.06587699428200722},{"text":"And who am I speaking with?","start":133.365,"end":134.745,"sentiment":"neutral","sentiment_score":-0.07849747935930888}],"sentiment":"neutral","sentiment_score":-0.07534235808998346,"channel":1,"num_words":8,"start":132.885,"end":134.745},{"sentences":[{"text":"My name is Andrew.","start":136.075,"end":137.135,"sentiment":"neutral","sentiment_score":-0.04184904973953962}],"sentiment":"neutral","sentiment_score":-0.04184904973953962,"channel":0,"num_words":4,"start":136.075,"end":137.135},{"sentences":[{"text":"Andrew.","start":138.72,"end":139.22,"sentiment":"neutral","sentiment_score":-0.0404316708445549},{"text":"And what is this can I know the 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the","start":144.40001,"end":144.72,"sentiment":"neutral","sentiment_score":-0.08461884409189224}],"sentiment":"neutral","sentiment_score":-0.08461884409189224,"channel":1,"num_words":2,"start":144.40001,"end":144.72},{"sentences":[{"text":"regarding","start":144.65,"end":145.15,"sentiment":"neutral","sentiment_score":-0.07806719094514847}],"sentiment":"neutral","sentiment_score":-0.07806719094514847,"channel":0,"num_words":1,"start":144.65,"end":145.15},{"sentences":[{"text":"call?","start":144.72,"end":145.22,"sentiment":"neutral","sentiment_score":-0.09968706965446472}],"sentiment":"neutral","sentiment_score":-0.09968706965446472,"channel":1,"num_words":1,"start":144.72,"end":145.22},{"sentences":[{"text":"cybersecurity.","start":145.37,"end":145.87,"sentiment":"neutral","sentiment_score":-0.08821707963943481}],"sentiment":"neutral","sentiment_score":-0.08821707963943481,"channel":0,"num_words":1,"start":145.37,"end":145.87},{"sentences":[{"text":"Cybersecurity.","start":147.36,"end":147.86,"sentiment":"neutral","sentiment_score":-0.08478467911481857},{"text":"Alright.","start":148.24,"end":148.56,"sentiment":"neutral","sentiment_score":-0.01136547140777111},{"text":"One moment.","start":148.56,"end":149.04001,"sentiment":"neutral","sentiment_score":-0.017107226885855198},{"text":"Let me just double check if Chris Chu is available.","start":149.04001,"end":152.145,"sentiment":"neutral","sentiment_score":-0.010335967503488063}],"sentiment":"neutral","sentiment_score":-0.016694591380655766,"channel":1,"num_words":14,"start":147.36,"end":152.145},{"sentences":[{"text":"Alright.","start":153.61,"end":154.09,"sentiment":"neutral","sentiment_score":0.1071084588766098},{"text":"Thank you.","start":154.09,"end":154.75,"sentiment":"neutral","sentiment_score":0.2660271003842354}],"sentiment":"neutral","sentiment_score":0.2130542198816935,"channel":0,"num_words":3,"start":153.61,"end":154.75},{"sentences":[{"text":"Available.","start":155.10501,"end":155.60501,"sentiment":"neutral","sentiment_score":0.12149150669574738},{"text":"You're welcome.","start":155.66501,"end":156.38501,"sentiment":"neutral","sentiment_score":0.289522260427475},{"text":"One moment.","start":156.38501,"end":157.125,"sentiment":"neutral","sentiment_score":0.10187356919050217}],"sentiment":"neutral","sentiment_score":0.18085663318634032,"channel":1,"num_words":5,"start":155.10501,"end":157.125}]},"summary":{"result":"success","short":"A customer calls Bank of Sydney and is informed that the call will be recorded and used for training and quality purposes. They are given options to press different numbers for different inquiries including lost or stolen cards, fraud or scam, and feedback and complaints. The customer asks for Chris Chiu from the IT department and is transferred to him after confirming the reason for the call."},"intents":{"segments":[{"text":"Thank you for calling Sykes Sydney. My name is Shay. How can I help you? Oh, hi, Shay.","start_word":138,"end_word":155,"intents":[{"intent":"Request caller information","confidence_score":0.008713163}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Bank of Sydney.","start_word":0,"end_word":6,"sentiment":"positive","sentiment_score":0.4161698818206787},{"text":"Please note your call will be recorded and used for training and quality purposes. If you have an existing case number, press 1. If not, please press 2. If you're calling to report a lost or stolen card, press 4 now. Otherwise, please hold to be taken to the main menu. We have recently made changes to our call menu. Therefore, please listen carefully. For personal banking inquiries, press 1. For business banking inquiries, press 2. For residential and commercial broker inquiries, press 3. For Internet banking inquiries, press 4. For Visa debit card inquiries, including lost and stolen cards, press 5. If you are calling in regards to potential scam or fraud, press 6. For feedback and complaints, press 7. To speak with our customer service team, press 8. Hi.","start_word":7,"end_word":137,"sentiment":"neutral","sentiment_score":-0.02756943367421627},{"text":"Thank you for calling Sykes Sydney. My name is Shay. How can I help you?","start_word":138,"end_word":152,"sentiment":"positive","sentiment_score":0.4333775937557221},{"text":"Oh, hi, Shay. Yes. I was trying to get a hold of Chris in the IT department. I'm sorry. You are asking for an address? I was actually trying to get to him.","start_word":153,"end_word":185,"sentiment":"neutral","sentiment_score":-0.15760108828544617},{"text":"I don't know what is the right option to pick in the automated system.","start_word":186,"end_word":199,"sentiment":"negative","sentiment_score":-0.40521591901779175},{"text":"So Mhmm. I just choose customer service, and I was hoping if you can get me over to Chris Chiu. Chris Chute. Yeah. Is is he from the branch or what which department? IT. I see. And who am I speaking with? My name is Andrew. Andrew. And what is this can I know the the Alright. reason It's of the regarding call? cybersecurity. Cybersecurity. Alright. One moment. Let me just double check if Chris Chu is available. Alright. Thank you. Available. You're welcome. One moment.","start_word":200,"end_word":285,"sentiment":"neutral","sentiment_score":-0.04137173667550087}],"average":{"sentiment":"neutral","sentiment_score":-0.030896938913236787}}}}