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Your call may be recorded or monitored for training and quality purposes and to improve our service offering. During the call, we may collect personal information. To understand how we handle your information, visit our website or press 7. Otherwise, please continue to hold.\n\nWe value your feedback. Please stay on the line at the end of this call as you may be asked to complete a one minute survey. How may we assist you today? If you are the receiver of this item, press 1. Or if you are the sender, please press 2.\n\nWe can search for your trackable items based on your mobile phone number. Please enter your mobile number now, or press hash to skip. Continue. We need to collect some information. Do you have your tracking number available?\n\nPress 1 for yes or 2 for no. Does this tracking number contain any letters of the alphabet? Press 1 for yes or 2 for no. Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash. Okay.\n\nHave I got this right? Unable to find any recent updates, or your item may be untraceable. We deliver millions of letters and parcels every day.","paragraphs":[{"sentences":[{"text":"Welcome to Australia Post.","start":1.1999999,"end":3.22,"sentiment":"neutral","sentiment_score":0.2584986239671707},{"text":"Your call may be recorded or monitored for training and quality purposes and to improve our service offering.","start":3.9199998,"end":10.58,"sentiment":"neutral","sentiment_score":0.12708460870716307},{"text":"During the call, we may collect personal information.","start":10.96,"end":13.54,"sentiment":"neutral","sentiment_score":-0.018870043335482478},{"text":"To understand how we handle your information, visit our website or press 7.","start":14.215,"end":19.275,"sentiment":"neutral","sentiment_score":-0.03330711791148552},{"text":"Otherwise, please continue to hold.","start":19.495,"end":21.915,"sentiment":"neutral","sentiment_score":-0.0773577444255352}],"sentiment":"neutral","sentiment_score":0.04897449689451605,"num_words":48,"start":1.1999999,"end":21.915},{"sentences":[{"text":"We value your feedback.","start":25.975,"end":27.515,"sentiment":"neutral","sentiment_score":0.10349443927407265},{"text":"Please stay on the line at the end of this call as you may be asked to complete a one minute survey.","start":27.96,"end":33.5,"sentiment":"neutral","sentiment_score":0.12205274707891724},{"text":"How may we assist you today?","start":43.945,"end":45.885,"sentiment":"neutral","sentiment_score":0.28822458535432816},{"text":"If you are the receiver of this item, press 1.","start":80.0,"end":83.22,"sentiment":"neutral","sentiment_score":-0.05760681480169296},{"text":"Or if you are the sender, please press 2.","start":83.28,"end":86.02,"sentiment":"neutral","sentiment_score":-0.03029677106274499}],"sentiment":"neutral","sentiment_score":0.07803424739954519,"num_words":51,"start":25.975,"end":86.02},{"sentences":[{"text":"We can search for your trackable items based on your mobile phone number.","start":88.24,"end":92.5,"sentiment":"neutral","sentiment_score":-0.015733765438199043},{"text":"Please enter your mobile number now, or press hash to skip.","start":92.985,"end":97.245,"sentiment":"neutral","sentiment_score":-0.027214226058938286},{"text":"Continue.","start":100.345,"end":100.845,"sentiment":"neutral","sentiment_score":-0.03674941137433052},{"text":"We need to collect some information.","start":101.065,"end":102.765,"sentiment":"neutral","sentiment_score":-0.059782067934672035},{"text":"Do you have your tracking number available?","start":103.305,"end":105.325005,"sentiment":"neutral","sentiment_score":-0.03978020005992481}],"sentiment":"neutral","sentiment_score":-0.030994701493335396,"num_words":38,"start":88.24,"end":105.325005},{"sentences":[{"text":"Press 1 for yes or 2 for no.","start":105.9,"end":109.04,"sentiment":"neutral","sentiment_score":-0.047074932139366865},{"text":"Does this tracking number contain any letters of the alphabet?","start":111.18,"end":114.48,"sentiment":"neutral","sentiment_score":-0.06990106627345086},{"text":"Press 1 for yes or 2 for no.","start":115.66,"end":118.880005,"sentiment":"neutral","sentiment_score":-0.03255406580865383},{"text":"Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash.","start":120.134995,"end":128.875,"sentiment":"neutral","sentiment_score":-0.03829192884621166},{"text":"Okay.","start":155.525,"end":156.025,"sentiment":"neutral","sentiment_score":-0.03080662526190281}],"sentiment":"neutral","sentiment_score":-0.04522874536147962,"num_words":48,"start":105.9,"end":156.025},{"sentences":[{"text":"Have I got this right?","start":156.245,"end":157.5,"sentiment":"neutral","sentiment_score":-0.0729527860879898},{"text":"Unable to find any recent updates, or your item may be untraceable.","start":158.38,"end":162.8,"sentiment":"negative","sentiment_score":-0.5014957835276922},{"text":"We deliver millions of letters and parcels every day.","start":163.9,"end":167.68,"sentiment":"neutral","sentiment_score":-0.21867933207088047}],"sentiment":"neutral","sentiment_score":-0.3211856662080838,"num_words":26,"start":156.245,"end":167.68}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to Australia Post. Your call may be recorded or monitored for training and quality purposes and to improve our service offering. During the call, we may collect personal information. To understand how we handle your information, visit our website or press 7. Otherwise, please continue to hold.\n\nWe value your feedback. Please stay on the line at the end of this call as you may be asked to complete a one minute survey. How may we assist you today?\n\nChannel 0: Hi. This is Melissa from Airtel accounts. We have a customer that we dispatched the router 08/21/2026. However, until today, the receiver have not received their item, and it says it's still on transit.\n\nChannel 1: If you are the receiver of this item, press 1. Or if you are the sender, please press 2. We can search for your trackable items based on your mobile phone number. Please enter your mobile number now, or press hash to skip. Continue.\n\nWe need to collect some information. Do you have your tracking number available? Press 1 for yes or 2 for no. Does this tracking number contain any letters of the alphabet? Press 1 for yes or 2 for no.\n\nUsing your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash. Okay. Have I got this right? Unable to find any recent updates, or your item may be untraceable. We deliver millions of letters and parcels every day.","paragraphs":[{"sentences":[{"text":"Welcome to Australia Post.","start":1.1999999,"end":3.22,"sentiment":"neutral","sentiment_score":0.2584986239671707},{"text":"Your call may be recorded or monitored for training and quality purposes and to improve our service offering.","start":3.9199998,"end":10.58,"sentiment":"neutral","sentiment_score":0.12708460870716307},{"text":"During the call, we may collect personal information.","start":10.96,"end":13.54,"sentiment":"neutral","sentiment_score":-0.018870043335482478},{"text":"To understand how we handle your information, visit our website or press 7.","start":14.215,"end":19.275,"sentiment":"neutral","sentiment_score":-0.03330711791148552},{"text":"Otherwise, please continue to hold.","start":19.495,"end":21.915,"sentiment":"neutral","sentiment_score":-0.0773577444255352}],"sentiment":"neutral","sentiment_score":0.04897449689451605,"channel":1,"num_words":48,"start":1.1999999,"end":21.915},{"sentences":[{"text":"We value your feedback.","start":25.975,"end":27.515,"sentiment":"neutral","sentiment_score":0.10349443927407265},{"text":"Please stay on the line at the end of this call as you may be asked to complete a one minute survey.","start":27.96,"end":33.5,"sentiment":"neutral","sentiment_score":0.12205274707891724},{"text":"How may we assist you today?","start":43.945,"end":45.885,"sentiment":"neutral","sentiment_score":0.28822458535432816}],"sentiment":"neutral","sentiment_score":0.15089017827995121,"channel":1,"num_words":32,"start":25.975,"end":45.885},{"sentences":[{"text":"Hi.","start":50.144997,"end":50.464996,"sentiment":"neutral","sentiment_score":0.02128111571073532},{"text":"This is Melissa from Airtel accounts.","start":50.464996,"end":53.045,"sentiment":"neutral","sentiment_score":0.04662944128115972},{"text":"We have a customer that we dispatched the router 08/21/2026.","start":54.065,"end":60.72,"sentiment":"neutral","sentiment_score":0.0017459742026403545},{"text":"However, until today, the receiver have not received their item, and it says it's still on transit.","start":61.34,"end":70.16,"sentiment":"negative","sentiment_score":-0.3795907497406006}],"sentiment":"neutral","sentiment_score":-0.18042721294606215,"channel":0,"num_words":34,"start":50.144997,"end":70.16},{"sentences":[{"text":"If you are the receiver of this item, press 1.","start":80.0,"end":83.22,"sentiment":"neutral","sentiment_score":-0.05760681480169296},{"text":"Or if you are the sender, please press 2.","start":83.28,"end":86.02,"sentiment":"neutral","sentiment_score":-0.03029677106274499},{"text":"We can search for your trackable items based on your mobile phone number.","start":88.24,"end":92.5,"sentiment":"neutral","sentiment_score":-0.015733765438199043},{"text":"Please enter your mobile number now, or press hash to skip.","start":92.985,"end":97.245,"sentiment":"neutral","sentiment_score":-0.027214226058938286},{"text":"Continue.","start":100.345,"end":100.845,"sentiment":"neutral","sentiment_score":-0.03674941137433052}],"sentiment":"neutral","sentiment_score":-0.031576907643201674,"channel":1,"num_words":44,"start":80.0,"end":100.845},{"sentences":[{"text":"We need to collect some information.","start":101.065,"end":102.765,"sentiment":"neutral","sentiment_score":-0.059782067934672035},{"text":"Do you have your tracking number available?","start":103.305,"end":105.325005,"sentiment":"neutral","sentiment_score":-0.03978020005992481},{"text":"Press 1 for yes or 2 for no.","start":105.9,"end":109.04,"sentiment":"neutral","sentiment_score":-0.047074932139366865},{"text":"Does this tracking number contain any letters of the alphabet?","start":111.18,"end":114.48,"sentiment":"neutral","sentiment_score":-0.06990106627345086},{"text":"Press 1 for yes or 2 for no.","start":115.66,"end":118.880005,"sentiment":"neutral","sentiment_score":-0.03255406580865383}],"sentiment":"neutral","sentiment_score":-0.05059478088067128,"channel":1,"num_words":39,"start":101.065,"end":118.880005},{"sentences":[{"text":"Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash.","start":120.134995,"end":128.875,"sentiment":"neutral","sentiment_score":-0.03829192884621166},{"text":"Okay.","start":155.525,"end":156.025,"sentiment":"neutral","sentiment_score":-0.03080662526190281},{"text":"Have I got this right?","start":156.245,"end":157.5,"sentiment":"neutral","sentiment_score":-0.0729527860879898},{"text":"Unable to find any recent updates, or your item may be untraceable.","start":158.38,"end":162.8,"sentiment":"negative","sentiment_score":-0.5014957835276922},{"text":"We deliver millions of letters and parcels every day.","start":163.9,"end":167.68,"sentiment":"neutral","sentiment_score":-0.21867933207088047}],"sentiment":"neutral","sentiment_score":-0.19137009275921932,"channel":1,"num_words":48,"start":120.134995,"end":167.68}]},"summary":{"result":"success","short":"The customer called Australia Post and was informed about a tracking number for their router Internet unit. They were asked to press one if they had the tracking number and to press two if they were the receiver. The representative then asked the customer to enter their mobile number and provided instructions on how to find the tracking number. The customer was unable to find the tracking number and was advised to use a different method of tracking their items."},"intents":{"segments":[{"text":"Hi.","start_word":80,"end_word":80,"intents":[{"intent":"Assist customer","confidence_score":0.082761414}]}]},"sentiments":{"segments":[{"text":"Welcome to Australia Post. Your call may be recorded or monitored for training and quality purposes and to improve our service offering. During the call, we may collect personal information. To understand how we handle your information, visit our website or press 7. Otherwise, please continue to hold. We value your feedback. Please stay on the line at the end of this call as you may be asked to complete a one minute survey. How may we assist you today? Hi. This is Melissa from Airtel accounts. We have a customer that we dispatched the router 08/21/2026.","start_word":0,"end_word":96,"sentiment":"neutral","sentiment_score":0.07234012335538864},{"text":"However, until today, the receiver have not received their item, and it says it's still on transit.","start_word":97,"end_word":113,"sentiment":"negative","sentiment_score":-0.3659974932670593},{"text":"If you are the receiver of this item, press 1. Or if you are the sender, please press 2. We can search for your trackable items based on your mobile phone number. Please enter your mobile number now, or press hash to skip. Continue. We need to collect some information. Do you have your tracking number available? Press 1 for yes or 2 for no. Does this tracking number contain any letters of the alphabet? Press 1 for yes or 2 for no. Using your telephone keypad, please enter all of the digits as they are displayed, including any leading zeros, then press hash. Okay. Have I got this right?","start_word":114,"end_word":223,"sentiment":"neutral","sentiment_score":-0.040422506630420685},{"text":"Unable to find any recent updates, or your item may be untraceable.","start_word":224,"end_word":235,"sentiment":"negative","sentiment_score":-0.4959234595298767},{"text":"We deliver millions of letters and parcels every day.","start_word":236,"end_word":244,"sentiment":"neutral","sentiment_score":-0.22730033099651337}],"average":{"sentiment":"neutral","sentiment_score":-0.05400761019799017}}}}