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This call may be recorded for quality assurance and training purposes. If you have a support related inquiry, please press 1. For all other inquiries, please press 2. Please choose from one of the following three options. For accounts, press 1. For phones, video sales, press 2. For all other inquiries, press 3. Your estimated wait time is about thirty seconds. All our staff are currently busy with other calls. If you would like to retain your position in the queue, the next available staff member can return your call. Press 1 Hi. Thanks for calling Ericom. How can I help you? Okay. Where were you calling from? Okay. Was this a sales call? Okay. Not a problem. Let me just see if Bryce is available. So Vid Vigilance AI Cybersecurity. And your name was Andrew? Alright. No worries. Do you mind just holding the line, and I'll see if Bryce is available for you? No worries. Hi, Andrew. Sorry. I wasn't able to reach Bryce. Would you like me to present him with a contact number for you, or would you like an email address to email the proposal? So that would be service@Ericom.com.au. That's it. And just in that email, advise that you would like this forwarded to Bryce because that's our triage line. So that will if you advise who you want that to go through, that will go through to him. Okay. Thank you. See you later. 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to Ericom. This call may be recorded for quality assurance and training purposes. If you have a support related inquiry, please press 1. For all other inquiries, please press 2. Please choose from one of the following three options.\n\nFor accounts, press 1. For phones, video sales, press 2. For all other inquiries, press 3. Your estimated wait time is about thirty seconds. All our staff are currently busy with other calls.\n\nIf you would like to retain your position in the queue, the next available staff member can return your call. Press 1 Hi. Thanks for calling Ericom. How can I help you? Okay.\n\nWhere were you calling from? Okay. Was this a sales call? Okay. Not a problem.\n\nLet me just see if Bryce is available. So Vid Vigilance AI Cybersecurity. And your name was Andrew? Alright. No worries.\n\nDo you mind just holding the line, and I'll see if Bryce is available for you? No worries. Hi, Andrew. Sorry. I wasn't able to reach Bryce.\n\nWould you like me to present him with a contact number for you, or would you like an email address to email the proposal? So that would be service@Ericom.com.au. That's it. And just in that email, advise that you would like this forwarded to Bryce because that's our triage line. So that will if you advise who you want that to go through, that will go through to him.\n\nOkay. Thank you. See you later. Bye.","paragraphs":[{"sentences":[{"text":"Welcome to Ericom.","start":1.76,"end":2.98,"sentiment":"neutral","sentiment_score":0.18991469343503317},{"text":"This call may be recorded for quality assurance and training purposes.","start":3.1999998,"end":6.98,"sentiment":"neutral","sentiment_score":0.05899150771173564},{"text":"If you have a support related inquiry, please press 1.","start":7.44,"end":10.98,"sentiment":"neutral","sentiment_score":0.028486835211515425},{"text":"For all other inquiries, please press 2.","start":11.28,"end":13.985001,"sentiment":"neutral","sentiment_score":0.015874951811773435},{"text":"Please choose from one of the following three options.","start":22.765,"end":25.185001,"sentiment":"neutral","sentiment_score":0.013822959115107855}],"sentiment":"neutral","sentiment_score":0.043476257799193264,"num_words":40,"start":1.76,"end":25.185001},{"sentences":[{"text":"For accounts, press 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call?","start":98.235,"end":99.775,"sentiment":"neutral","sentiment_score":0.009133480489253998},{"text":"Okay.","start":106.715004,"end":107.115005,"sentiment":"neutral","sentiment_score":0.07357362657785416},{"text":"Not a problem.","start":107.115005,"end":107.935,"sentiment":"neutral","sentiment_score":0.11532516032457352}],"sentiment":"neutral","sentiment_score":0.03540482576936484,"num_words":15,"start":88.229996,"end":107.935},{"sentences":[{"text":"Let me just see if Bryce is available.","start":107.995,"end":109.855,"sentiment":"neutral","sentiment_score":0.07019285717979074},{"text":"So Vid Vigilance AI Cybersecurity.","start":111.100006,"end":113.600006,"sentiment":"neutral","sentiment_score":0.07060365378856659},{"text":"And your name was Andrew?","start":113.98,"end":115.200005,"sentiment":"neutral","sentiment_score":0.041183027625083926},{"text":"Alright.","start":117.58,"end":117.9,"sentiment":"neutral","sentiment_score":0.09489405155181883},{"text":"No 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you like me to present him with a contact number for you, or would you like an email address to email the proposal?","start":243.015,"end":250.395,"sentiment":"neutral","sentiment_score":-0.012249865724394718},{"text":"So that would be service@Ericom.com.au.","start":260.85,"end":266.165,"sentiment":"neutral","sentiment_score":0.009238091297447681},{"text":"That's it.","start":272.545,"end":273.105,"sentiment":"neutral","sentiment_score":0.026947789825499058},{"text":"And just in that email, advise that you would like this forwarded to Bryce because that's our triage line.","start":273.105,"end":280.92,"sentiment":"neutral","sentiment_score":0.019619098815478776},{"text":"So that will if you advise who you want that to go through, that will go through to him.","start":280.92,"end":285.02,"sentiment":"neutral","sentiment_score":0.04112702274793073}],"sentiment":"neutral","sentiment_score":0.013916892296486143,"num_words":69,"start":243.015,"end":285.02},{"sentences":[{"text":"Okay.","start":294.19095,"end":294.67093,"sentiment":"neutral","sentiment_score":0.2784997224807739},{"text":"Thank you.","start":294.67093,"end":295.23096,"sentiment":"positive","sentiment_score":0.36905360221862793},{"text":"See you later.","start":295.23096,"end":295.97095,"sentiment":"neutral","sentiment_score":0.29366910457611084},{"text":"Bye.","start":296.11093,"end":296.61093,"sentiment":"neutral","sentiment_score":0.20854727923870087}],"sentiment":"neutral","sentiment_score":0.3008802171264376,"num_words":7,"start":294.19095,"end":296.61093}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to Ericom. This call may be recorded for quality assurance and training purposes. If you have a support related inquiry, please press 1. For all other inquiries, please press 2. Please choose from one of the following three options.\n\nFor accounts, press 1. For phones, video sales, press 2. For all other inquiries, press 3. Your estimated wait time is about thirty seconds. All our staff are currently busy with other calls.\n\nIf you would like to retain your position in the queue, the next available staff member can return your call. Press 1 Hi. Thanks for calling Ericom. How can I help you?\n\nChannel 0: Oh, hi. Yes. My name is Andrew, and I was actually trying to reach Bryce Nielsen, from the IT department on Erica.\n\nChannel 1: Okay. Where were you calling from?\n\nChannel 0: I actually represent Vigilance AI. We are a cybersecurity company.\n\nChannel 1: Okay. Was this a sales call?\n\nChannel 0: Well, we wanted to present our service with Bryce.\n\nChannel 1: Okay. Not a problem. Let me just see if Bryce is available. So Vid Vigilance AI Cybersecurity. And your name was Andrew?\n\nChannel 0: That's right.\n\nChannel 1: Alright. No worries. Do you mind just holding the line, and I'll see if Bryce is available for you?\n\nChannel 0: Oh, please. Thank you.\n\nChannel 1: No worries. Hi, Andrew. Sorry. I wasn't able to reach Bryce. Would you like me to present him with a contact number for you, or would you like an email address to email the proposal?\n\nChannel 0: Yeah. That I think that would be great so that you can check a store link. What what's the best email where I can send it to?\n\nChannel 1: So that would be service@Ericom.com.au.\n\nChannel 0: Service@aircom.com.au.\n\nChannel 1: That's it. And just in that email, advise that you would like this forwarded to Bryce because that's our triage line. So that will if you advise who you want that to go through, that will go through to him.\n\nChannel 0: Alright. I'll make sure to mention that. Well, I really appreciate your assistance. You have you have a great day, mate. Take care.\n\nChannel 1: Okay. Thank you. See you later. Bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Welcome to Ericom.","start":1.76,"end":2.98,"sentiment":"neutral","sentiment_score":0.18991469343503317},{"text":"This call may be recorded for quality assurance and training purposes.","start":3.1999998,"end":6.98,"sentiment":"neutral","sentiment_score":0.05899150771173564},{"text":"If you have a support related inquiry, please press 1.","start":7.44,"end":10.98,"sentiment":"neutral","sentiment_score":0.028486835211515425},{"text":"For all other inquiries, please press 2.","start":11.28,"end":13.985001,"sentiment":"neutral","sentiment_score":0.015874951811773435},{"text":"Please choose from one of the following three options.","start":22.765,"end":25.185001,"sentiment":"neutral","sentiment_score":0.013822959115107855}],"sentiment":"neutral","sentiment_score":0.043476257799193264,"channel":1,"num_words":40,"start":1.76,"end":25.185001},{"sentences":[{"text":"For accounts, press 1.","start":25.485,"end":27.41,"sentiment":"neutral","sentiment_score":0.010569595731794834},{"text":"For phones, video sales, press 2.","start":27.95,"end":31.25,"sentiment":"neutral","sentiment_score":0.008657535150026282},{"text":"For all other inquiries, press 3.","start":31.630001,"end":34.05,"sentiment":"neutral","sentiment_score":0.0034037764805058637},{"text":"Your estimated wait time is about thirty seconds.","start":56.05,"end":59.67,"sentiment":"neutral","sentiment_score":-0.10715612955391407},{"text":"All our staff are currently busy with other calls.","start":60.45,"end":63.27,"sentiment":"neutral","sentiment_score":-0.20828121072716183}],"sentiment":"neutral","sentiment_score":-0.07930708122016354,"channel":1,"num_words":33,"start":25.485,"end":63.27},{"sentences":[{"text":"If you would like to retain your position in the queue, the next available staff member can return your call.","start":63.489998,"end":69.51,"sentiment":"neutral","sentiment_score":-0.05112807713449001},{"text":"Press 1 Hi.","start":69.884995,"end":73.16499,"sentiment":"neutral","sentiment_score":0.06881641658643882},{"text":"Thanks for calling Ericom.","start":73.16499,"end":74.204994,"sentiment":"positive","sentiment_score":0.394457146525383},{"text":"How can I help you?","start":74.204994,"end":75.265,"sentiment":"positive","sentiment_score":0.43172428011894226}],"sentiment":"neutral","sentiment_score":0.09126055293017998,"channel":1,"num_words":32,"start":63.489998,"end":75.265},{"sentences":[{"text":"Oh, hi.","start":76.305,"end":77.265,"sentiment":"neutral","sentiment_score":0.04920205473899841},{"text":"Yes.","start":77.265,"end":77.745,"sentiment":"neutral","sentiment_score":0.03613866865634918},{"text":"My name is Andrew, and I was actually trying to reach Bryce Nielsen, from the IT department on Erica.","start":77.745,"end":86.32,"sentiment":"neutral","sentiment_score":0.028732238533465487}],"sentiment":"neutral","sentiment_score":0.030929786830463192,"channel":0,"num_words":22,"start":76.305,"end":86.32},{"sentences":[{"text":"Okay.","start":87.51,"end":88.01,"sentiment":"neutral","sentiment_score":0.01663947105407715},{"text":"Where were you calling from?","start":88.229996,"end":89.53,"sentiment":"neutral","sentiment_score":0.010344717092812062}],"sentiment":"neutral","sentiment_score":0.01139384275302291,"channel":1,"num_words":6,"start":87.51,"end":89.53},{"sentences":[{"text":"I actually represent Vigilance AI.","start":91.340004,"end":94.14,"sentiment":"neutral","sentiment_score":0.0256829097867012},{"text":"We are a cybersecurity company.","start":94.14,"end":96.32,"sentiment":"neutral","sentiment_score":0.023318292386829854}],"sentiment":"neutral","sentiment_score":0.02450060108676553,"channel":0,"num_words":10,"start":91.340004,"end":96.32},{"sentences":[{"text":"Okay.","start":97.835,"end":98.235,"sentiment":"neutral","sentiment_score":0.014132291078567503},{"text":"Was this a sales call?","start":98.235,"end":99.775,"sentiment":"neutral","sentiment_score":0.009133480489253998}],"sentiment":"neutral","sentiment_score":0.009966615587472916,"channel":1,"num_words":6,"start":97.835,"end":99.775},{"sentences":[{"text":"Well, we wanted to present our service with Bryce.","start":102.035,"end":105.655,"sentiment":"neutral","sentiment_score":0.03882469692163997}],"sentiment":"neutral","sentiment_score":0.03882469692163997,"channel":0,"num_words":9,"start":102.035,"end":105.655},{"sentences":[{"text":"Okay.","start":106.715004,"end":107.115005,"sentiment":"neutral","sentiment_score":0.07357362657785416},{"text":"Not a problem.","start":107.115005,"end":107.935,"sentiment":"neutral","sentiment_score":0.11532516032457352},{"text":"Let me just see if Bryce is available.","start":107.995,"end":109.855,"sentiment":"neutral","sentiment_score":0.07019285717979074},{"text":"So Vid Vigilance AI Cybersecurity.","start":111.100006,"end":113.600006,"sentiment":"neutral","sentiment_score":0.07060365378856659},{"text":"And your name was Andrew?","start":113.98,"end":115.200005,"sentiment":"neutral","sentiment_score":0.041183027625083926}],"sentiment":"neutral","sentiment_score":0.0700011532753706,"channel":1,"num_words":22,"start":106.715004,"end":115.200005},{"sentences":[{"text":"That's right.","start":116.23,"end":117.05,"sentiment":"neutral","sentiment_score":0.07493186742067337}],"sentiment":"neutral","sentiment_score":0.07493186742067337,"channel":0,"num_words":2,"start":116.23,"end":117.05},{"sentences":[{"text":"Alright.","start":117.58,"end":117.9,"sentiment":"neutral","sentiment_score":0.09489405155181883},{"text":"No worries.","start":117.9,"end":118.46,"sentiment":"neutral","sentiment_score":0.11184436827898026},{"text":"Do you mind just holding the line, and I'll see if Bryce is available for you?","start":118.46,"end":121.68,"sentiment":"neutral","sentiment_score":0.05158986651804298}],"sentiment":"neutral","sentiment_score":0.06021161328412985,"channel":1,"num_words":19,"start":117.58,"end":121.68},{"sentences":[{"text":"Oh, please.","start":122.47,"end":123.11,"sentiment":"neutral","sentiment_score":0.03980365768074989},{"text":"Thank you.","start":123.11,"end":123.93,"sentiment":"neutral","sentiment_score":0.11594491451978683}],"sentiment":"neutral","sentiment_score":0.07787428610026836,"channel":0,"num_words":4,"start":122.47,"end":123.93},{"sentences":[{"text":"No worries.","start":124.46,"end":125.12,"sentiment":"neutral","sentiment_score":0.04874864220619202},{"text":"Hi, Andrew.","start":240.135,"end":240.775,"sentiment":"neutral","sentiment_score":0.028088530525565147},{"text":"Sorry.","start":240.775,"end":241.095,"sentiment":"neutral","sentiment_score":-0.04860609769821167},{"text":"I wasn't able to reach Bryce.","start":241.095,"end":242.795,"sentiment":"neutral","sentiment_score":-0.07015470663706462},{"text":"Would you like me to present him with a contact number for you, or would you like an email address to email the proposal?","start":243.015,"end":250.395,"sentiment":"neutral","sentiment_score":-0.012249865724394718}],"sentiment":"neutral","sentiment_score":-0.017424479126930237,"channel":1,"num_words":35,"start":124.46,"end":250.395},{"sentences":[{"text":"Yeah.","start":252.2,"end":252.44,"sentiment":"neutral","sentiment_score":0.01862769015133381},{"text":"That I think that would be great so that you can check a store link.","start":252.44,"end":256.3,"sentiment":"neutral","sentiment_score":0.08538796703020732},{"text":"What what's the best email where I can send it to?","start":257.16,"end":260.06,"sentiment":"neutral","sentiment_score":0.008316384543749418}],"sentiment":"neutral","sentiment_score":0.05151583057724767,"channel":0,"num_words":27,"start":252.2,"end":260.06},{"sentences":[{"text":"So that would be service@Ericom.com.au.","start":260.85,"end":266.165,"sentiment":"neutral","sentiment_score":0.009238091297447681}],"sentiment":"neutral","sentiment_score":0.009238091297447681,"channel":1,"num_words":5,"start":260.85,"end":266.165},{"sentences":[{"text":"Service@aircom.com.au.","start":267.725,"end":271.985,"sentiment":"neutral","sentiment_score":0.006371201481670141}],"sentiment":"neutral","sentiment_score":0.006371201481670141,"channel":0,"num_words":1,"start":267.725,"end":271.985},{"sentences":[{"text":"That's it.","start":272.545,"end":273.105,"sentiment":"neutral","sentiment_score":0.026947789825499058},{"text":"And just in that email, advise that you would like this forwarded to Bryce because that's our triage line.","start":273.105,"end":280.92,"sentiment":"neutral","sentiment_score":0.019619098815478776},{"text":"So that will if you advise who you want that to go through, that will go through to him.","start":280.92,"end":285.02,"sentiment":"neutral","sentiment_score":0.04112702274793073}],"sentiment":"neutral","sentiment_score":0.03020179723389447,"channel":1,"num_words":40,"start":272.545,"end":285.02},{"sentences":[{"text":"Alright.","start":286.13,"end":286.63,"sentiment":"neutral","sentiment_score":0.12020592391490936},{"text":"I'll make sure to mention that.","start":286.69,"end":288.53094,"sentiment":"neutral","sentiment_score":0.13820560152331987},{"text":"Well, I really appreciate your assistance.","start":289.25095,"end":291.27094,"sentiment":"positive","sentiment_score":0.5461148718992869},{"text":"You have you have a great day, mate.","start":291.89093,"end":293.89093,"sentiment":"positive","sentiment_score":0.6237820610404015},{"text":"Take care.","start":293.89093,"end":294.63095,"sentiment":"positive","sentiment_score":0.4619041085243225}],"sentiment":"positive","sentiment_score":0.4408779769488003,"channel":0,"num_words":23,"start":286.13,"end":294.63095},{"sentences":[{"text":"Okay.","start":294.19095,"end":294.67093,"sentiment":"neutral","sentiment_score":0.2784997224807739},{"text":"Thank you.","start":294.67093,"end":295.23096,"sentiment":"positive","sentiment_score":0.36905360221862793},{"text":"See you later.","start":295.23096,"end":295.97095,"sentiment":"neutral","sentiment_score":0.29366910457611084},{"text":"Bye.","start":296.11093,"end":296.61093,"sentiment":"neutral","sentiment_score":0.20854727923870087}],"sentiment":"neutral","sentiment_score":0.3008802171264376,"channel":1,"num_words":7,"start":294.19095,"end":296.61093},{"sentences":[{"text":"Bye.","start":297.57095,"end":298.07095,"sentiment":"neutral","sentiment_score":0.10216227173805235}],"sentiment":"neutral","sentiment_score":0.10216227173805235,"channel":0,"num_words":1,"start":297.57095,"end":298.07095}]},"summary":{"result":"success","short":"The customer called Ericom and was given options to choose from. They were then put on hold while waiting for a representative. When the representative finally answered, they asked the customer if they wanted to speak to Bryce Nielsen from the IT department. The representative didn't have a chance to speak to Bryce and instead offered to send a proposal via email. The customer was instructed to advise the triage line to forward the proposal to Bryce."},"intents":{"segments":[{"text":"This call may be recorded for quality assurance and training purposes.","start_word":3,"end_word":13,"intents":[{"intent":"Educate on call options","confidence_score":0.000027112512}]}]},"sentiments":{"segments":[{"text":"Welcome to Ericom. This call may be recorded for quality assurance and training purposes. If you have a support related inquiry, please press 1. For all other inquiries, please press 2. Please choose from one of the following three options. For accounts, press 1. For phones, video sales, press 2. For all other inquiries, press 3. Your estimated wait time is about thirty seconds. All our staff are currently busy with other calls. If you would like to retain your position in the queue, the next available staff member can return your call. Press 1 Hi.","start_word":0,"end_word":95,"sentiment":"neutral","sentiment_score":-0.011227100156247616},{"text":"Thanks for calling Ericom. How can I help you?","start_word":96,"end_word":104,"sentiment":"positive","sentiment_score":0.42769351601600647},{"text":"Oh, hi. Yes. My name is Andrew, and I was actually trying to reach Bryce Nielsen, from the IT department on Erica. Okay. Where were you calling from? I actually represent Vigilance AI. We are a cybersecurity company. Okay. Was this a sales call? Well, we wanted to present our service with Bryce. Okay. Not a problem. Let me just see if Bryce is available. So Vid Vigilance AI Cybersecurity. And your name was Andrew? That's right. Alright. No worries. Do you mind just holding the line, and I'll see if Bryce is available for you? Oh, please. Thank you. No worries. Hi, Andrew. Sorry. I wasn't able to reach Bryce. Would you like me to present him with a contact number for you, or would you like an email address to email the proposal? Yeah. That I think that would be great so that you can check a store link. What what's the best email where I can send it to? So that would be service@Ericom.com.au. Service@aircom.com.au. That's it. And just in that email, advise that you would like this forwarded to Bryce because that's our triage line. So that will if you advise who you want that to go through, that will go through to him. Alright. I'll make sure to mention that.","start_word":105,"end_word":319,"sentiment":"neutral","sentiment_score":0.03406090289354324},{"text":"Well, I really appreciate your assistance. You have you have a great day, mate. Take care.","start_word":320,"end_word":335,"sentiment":"positive","sentiment_score":0.573707103729248},{"text":"Okay.","start_word":336,"end_word":336,"sentiment":"neutral","sentiment_score":0.2784997224807739},{"text":"Thank you.","start_word":337,"end_word":338,"sentiment":"positive","sentiment_score":0.3638132512569427},{"text":"See you later. Bye. Bye.","start_word":339,"end_word":343,"sentiment":"neutral","sentiment_score":0.2248165458440781}],"average":{"sentiment":"neutral","sentiment_score":0.06663252053801547}}}}