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Understood.","confidence":0.99609375,"words":[{"word":"hi","start":4.56,"end":5.06,"confidence":0.8635254,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":-0.0556882806122303},{"word":"my","start":5.12,"end":5.3599997,"confidence":1.0,"punctuated_word":"My","sentiment":"neutral","sentiment_score":-0.29680776596069336},{"word":"sim","start":5.3599997,"end":5.68,"confidence":0.9013672,"punctuated_word":"SIM","sentiment":"neutral","sentiment_score":-0.3018726706504822},{"word":"card","start":5.68,"end":6.0,"confidence":0.9873047,"punctuated_word":"card","sentiment":"neutral","sentiment_score":-0.33243346214294434},{"word":"stopped","start":6.0,"end":6.3199997,"confidence":0.99902344,"punctuated_word":"stopped","sentiment":"negative","sentiment_score":-0.3520180284976959},{"word":"working","start":6.3199997,"end":6.8199997,"confidence":0.9941406,"punctuated_word":"working","sentiment":"negative","sentiment_score":-0.45921123027801514},{"word":"last","start":7.04,"end":7.3599997,"confidence":0.9980469,"punctuated_word":"last","sentiment":"negative","sentiment_score":-0.39016208052635193},{"word":"night","start":7.3599997,"end":7.8399997,"confidence":0.9995117,"punctuated_word":"night.","sentiment":"neutral","sentiment_score":-0.30042916536331177},{"word":"i","start":7.8399997,"end":8.0,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.23948225378990173},{"word":"used","start":8.0,"end":8.24,"confidence":1.0,"punctuated_word":"used","sentiment":"neutral","sentiment_score":-0.16939672827720642},{"word":"to","start":8.24,"end":8.32,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.1729198843240738},{"word":"get","start":8.32,"end":8.639999,"confidence":1.0,"punctuated_word":"get","sentiment":"neutral","sentiment_score":-0.2097730040550232},{"word":"normal","start":8.639999,"end":9.04,"confidence":0.98291016,"punctuated_word":"normal","sentiment":"neutral","sentiment_score":-0.16839900612831116},{"word":"connection","start":9.04,"end":9.54,"confidence":0.90771484,"punctuated_word":"connection,","sentiment":"neutral","sentiment_score":-0.2367895245552063},{"word":"and","start":9.679999,"end":10.179999,"confidence":0.99902344,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.1290881484746933},{"word":"i","start":10.32,"end":10.48,"confidence":0.7602539,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.2142055332660675},{"word":"was","start":10.48,"end":10.719999,"confidence":0.9980469,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.14046984910964966},{"word":"able","start":10.719999,"end":11.04,"confidence":1.0,"punctuated_word":"able","sentiment":"neutral","sentiment_score":-0.14777188003063202},{"word":"to","start":11.04,"end":11.28,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.20409324765205383},{"word":"get","start":11.28,"end":11.679999,"confidence":1.0,"punctuated_word":"get","sentiment":"neutral","sentiment_score":-0.19559724628925323},{"word":"sms","start":11.679999,"end":12.08,"confidence":0.99609375,"punctuated_word":"SMS","sentiment":"neutral","sentiment_score":-0.17221525311470032},{"word":"from","start":12.08,"end":12.559999,"confidence":1.0,"punctuated_word":"from","sentiment":"neutral","sentiment_score":-0.19821250438690183},{"word":"india","start":12.559999,"end":13.059999,"confidence":0.9038086,"punctuated_word":"India,","sentiment":"neutral","sentiment_score":-0.18222270905971527},{"word":"but","start":13.12,"end":13.5199995,"confidence":1.0,"punctuated_word":"but","sentiment":"neutral","sentiment_score":-0.1335817277431488},{"word":"i","start":13.5199995,"end":13.599999,"confidence":1.0,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.35601505637168884},{"word":"don't","start":13.599999,"end":14.099999,"confidence":1.0,"punctuated_word":"don't","sentiment":"neutral","sentiment_score":-0.28963056206703186},{"word":"see","start":14.175,"end":14.335,"confidence":1.0,"punctuated_word":"see","sentiment":"neutral","sentiment_score":-0.32309287786483765},{"word":"them","start":14.335,"end":14.575,"confidence":0.99121094,"punctuated_word":"them","sentiment":"negative","sentiment_score":-0.40921199321746826},{"word":"anymore","start":14.575,"end":15.055,"confidence":0.8937988,"punctuated_word":"anymore.","sentiment":"neutral","sentiment_score":-0.32938212156295776},{"word":"i","start":15.055,"end":15.135,"confidence":0.95703125,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.2664938271045685},{"word":"was","start":15.135,"end":15.255,"confidence":0.86572266,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.2426600456237793},{"word":"i","start":15.255,"end":15.375,"confidence":0.75927734,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.3244999945163727},{"word":"was","start":15.375,"end":15.455,"confidence":0.9448242,"punctuated_word":"was","sentiment":"neutral","sentiment_score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My SIM card stopped working last night. I used to get normal connection, and I was able to get SMS from India, but I don't see them anymore. I was I was showing no service. It's 9871.\n\nYes. Okay. Understood.","paragraphs":[{"sentences":[{"text":"Hi.","start":4.56,"end":5.06,"sentiment":"neutral","sentiment_score":-0.0556882806122303},{"text":"My SIM card stopped working last night.","start":5.12,"end":7.8399997,"sentiment":"negative","sentiment_score":-0.3475620576313564},{"text":"I used to get normal connection, and I was able to get SMS from India, but I don't see them anymore.","start":7.8399997,"end":15.055,"sentiment":"neutral","sentiment_score":-0.2200738624447868},{"text":"I was I was showing no service.","start":15.055,"end":16.595,"sentiment":"neutral","sentiment_score":-0.3287360497883388},{"text":"It's 9871.","start":21.295,"end":24.355,"sentiment":"neutral","sentiment_score":-0.01045734598301351}],"sentiment":"neutral","sentiment_score":-0.2482168641014907,"num_words":38,"start":4.56,"end":24.355},{"sentences":[{"text":"Yes.","start":29.35,"end":29.85,"sentiment":"neutral","sentiment_score":-0.01154150813817978},{"text":"Okay.","start":55.840935,"end":56.340935,"sentiment":"neutral","sentiment_score":-0.015921980142593384},{"text":"Understood.","start":56.640938,"end":57.140938,"sentiment":"neutral","sentiment_score":-0.027464911341667175}],"sentiment":"neutral","sentiment_score":-0.018309466540813446,"num_words":3,"start":29.35,"end":57.140938}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. This is Sarah Tel accounts. How may I help you today?\n\nChannel 1: Hi. My SIM card stopped working last night. I used to get normal connection, and I was able to get SMS from India, but I don't see them anymore. I was I was showing no service.\n\nChannel 0: I'm sorry to hear about that. What is the phone number?\n\nChannel 1: It's 9871.\n\nChannel 0: Oh, it's an phone number in India. Right?\n\nChannel 1: Yes.\n\nChannel 0: Oh, I'm so sorry. You have reached a wrong phone number. This is Airtel AU. What we do is to provide Internet services and a mobile plan services in Australia. We don't support any other phone number Voucher Indian phone number, you have to still contact your local network, which is Airtel India.\n\nIt just so happened the same name Airtel, but we are a separate company. We're not affiliated.\n\nChannel 1: Okay. Understood.\n\nChannel 0: Yeah. Alright. Thank you anyway. Have a good one.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.24,"end":0.48,"sentiment":"neutral","sentiment_score":0.10427697002887726},{"text":"This is Sarah Tel accounts.","start":0.48,"end":2.0,"sentiment":"neutral","sentiment_score":0.12354083955287934},{"text":"How may I help you today?","start":2.0,"end":3.3,"sentiment":"neutral","sentiment_score":0.20978294561306635}],"sentiment":"neutral","sentiment_score":0.16505657012263933,"channel":0,"num_words":12,"start":0.24,"end":3.3},{"sentences":[{"text":"Hi.","start":4.56,"end":5.06,"sentiment":"neutral","sentiment_score":-0.0556882806122303},{"text":"My SIM card stopped working last night.","start":5.12,"end":7.8399997,"sentiment":"negative","sentiment_score":-0.3475620576313564},{"text":"I used to get normal connection, and I was able to get SMS from India, but I don't see them anymore.","start":7.8399997,"end":15.055,"sentiment":"neutral","sentiment_score":-0.2200738624447868},{"text":"I was I was showing no service.","start":15.055,"end":16.595,"sentiment":"neutral","sentiment_score":-0.3287360497883388}],"sentiment":"neutral","sentiment_score":-0.26142572621918386,"channel":1,"num_words":36,"start":4.56,"end":16.595},{"sentences":[{"text":"I'm sorry to hear about that.","start":17.265,"end":18.465,"sentiment":"negative","sentiment_score":-0.3334760169188182},{"text":"What is the phone number?","start":18.465,"end":19.685,"sentiment":"neutral","sentiment_score":-0.05271822065114975}],"sentiment":"neutral","sentiment_score":-0.2058588367971507,"channel":0,"num_words":11,"start":17.265,"end":19.685},{"sentences":[{"text":"It's 9871.","start":21.295,"end":24.355,"sentiment":"neutral","sentiment_score":-0.01045734598301351}],"sentiment":"neutral","sentiment_score":-0.01045734598301351,"channel":1,"num_words":2,"start":21.295,"end":24.355},{"sentences":[{"text":"Oh, it's an phone number in India.","start":26.145,"end":28.545,"sentiment":"neutral","sentiment_score":-0.034782318132264275},{"text":"Right?","start":28.545,"end":29.045,"sentiment":"neutral","sentiment_score":-0.01893727108836174}],"sentiment":"neutral","sentiment_score":-0.03280168725177646,"channel":0,"num_words":8,"start":26.145,"end":29.045},{"sentences":[{"text":"Yes.","start":29.35,"end":29.85,"sentiment":"neutral","sentiment_score":-0.01154150813817978}],"sentiment":"neutral","sentiment_score":-0.01154150813817978,"channel":1,"num_words":1,"start":29.35,"end":29.85},{"sentences":[{"text":"Oh, I'm so sorry.","start":30.519999,"end":31.24,"sentiment":"neutral","sentiment_score":-0.11592757515609264},{"text":"You have reached a wrong phone number.","start":31.24,"end":32.84,"sentiment":"neutral","sentiment_score":-0.308863776070731},{"text":"This is Airtel AU.","start":32.84,"end":34.3,"sentiment":"neutral","sentiment_score":-0.07966626808047295},{"text":"What we do is to provide Internet services and a mobile plan services in Australia.","start":34.76,"end":39.82,"sentiment":"neutral","sentiment_score":-0.08030227323373158},{"text":"We don't support any other phone number Voucher Indian phone number, you have to still contact your local network, which is Airtel India.","start":39.879997,"end":48.785,"sentiment":"neutral","sentiment_score":-0.2457427557395852}],"sentiment":"neutral","sentiment_score":-0.18492526954637384,"channel":0,"num_words":53,"start":30.519999,"end":48.785},{"sentences":[{"text":"It just so happened the same name Airtel, but we are a separate company.","start":49.085,"end":53.405,"sentiment":"neutral","sentiment_score":-0.15407765018088476},{"text":"We're not affiliated.","start":53.405,"end":54.545,"sentiment":"neutral","sentiment_score":-0.16032201051712036}],"sentiment":"neutral","sentiment_score":-0.1551795961225734,"channel":0,"num_words":17,"start":49.085,"end":54.545},{"sentences":[{"text":"Okay.","start":55.840935,"end":56.340935,"sentiment":"neutral","sentiment_score":-0.015921980142593384},{"text":"Understood.","start":56.640938,"end":57.140938,"sentiment":"neutral","sentiment_score":-0.027464911341667175}],"sentiment":"neutral","sentiment_score":-0.02169344574213028,"channel":1,"num_words":2,"start":55.840935,"end":57.140938},{"sentences":[{"text":"Yeah.","start":57.370937,"end":57.870937,"sentiment":"neutral","sentiment_score":0.044665783643722534},{"text":"Alright.","start":57.93094,"end":58.41094,"sentiment":"neutral","sentiment_score":0.2201237678527832},{"text":"Thank you anyway.","start":58.41094,"end":59.29094,"sentiment":"positive","sentiment_score":0.4887666205565135},{"text":"Have a good one.","start":59.29094,"end":60.350937,"sentiment":"positive","sentiment_score":0.4658564627170563}],"sentiment":"positive","sentiment_score":0.3993905848926968,"channel":0,"num_words":9,"start":57.370937,"end":60.350937}]},"summary":{"result":"success","short":"The customer, Sarah Tel, called about her SIM card stopped working and issues with SMS and India. She gave her phone number and was directed to Airtel AU, a separate company that doesn't support other phone numbers in India. The representative apologized for the mistake and the call ended politely."},"intents":{"segments":[{"text":"My SIM card stopped working last night. I used to get normal connection, and I was able to get SMS from India, but I don't see them anymore. I was I was showing no service.","start_word":13,"end_word":47,"intents":[{"intent":"Fix sm card and get normal connection","confidence_score":0.000057073255}]},{"text":"What we do is to provide Internet services and a mobile plan services in Australia.","start_word":85,"end_word":99,"intents":[{"intent":"Provide internet services and mobile plan services","confidence_score":0.37949103}]},{"text":"We don't support any other phone number Voucher Indian phone number, you have to still contact your local network, which is Airtel India. It just so happened the same name Airtel, but we are a separate company. We're not affiliated. Okay.","start_word":100,"end_word":140,"intents":[{"intent":"Contact local network","confidence_score":0.6240891}]}]},"sentiments":{"segments":[{"text":"Hi. This is Sarah Tel accounts. How may I help you today? Hi.","start_word":0,"end_word":12,"sentiment":"neutral","sentiment_score":0.1323505938053131},{"text":"My SIM card stopped working last night.","start_word":13,"end_word":19,"sentiment":"negative","sentiment_score":-0.3416704535484314},{"text":"I used to get normal connection, and I was able to get SMS from India, but I don't see them anymore.","start_word":20,"end_word":40,"sentiment":"neutral","sentiment_score":-0.22581402957439425},{"text":"I was I was showing no service.","start_word":41,"end_word":47,"sentiment":"negative","sentiment_score":-0.3379521369934082},{"text":"I'm sorry to hear about that. What is the phone number? It's 9871. Oh, it's an phone number in India. Right? Yes. Oh, I'm so sorry. You have reached a wrong phone number. This is Airtel AU. What we do is to provide Internet services and a mobile plan services in Australia. We don't support any other phone number Voucher Indian phone number, you have to still contact your local network, which is Airtel India. It just so happened the same name Airtel, but we are a separate company. We're not affiliated. Okay. Understood. Yeah. Alright.","start_word":48,"end_word":143,"sentiment":"neutral","sentiment_score":-0.1363776922225952},{"text":"Thank you anyway. Have a good one.","start_word":144,"end_word":150,"sentiment":"positive","sentiment_score":0.49025651812553406}],"average":{"sentiment":"neutral","sentiment_score":-0.11246563770152904}}}}