{"metadata":{"transaction_key":"deprecated","request_id":"019f5ef0-b739-77e0-b407-3757fc9b512c","sha256":"dcf98927235971489d756fd85614a08a9f22cf6b1b2908a0e335723de5f66f18","created":"2026-07-14T04:44:23.463Z","duration":89.20794,"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":288,"output_tokens":55},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":323,"output_tokens":323},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":323,"output_tokens":13}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. This is Airtel accounts. My name is Melissa speaking to Alejandro Monzo. Right? Hi. How are you today? That's great to hear. I'm fine. Thank you so much for answering my phone call. This is like a quick chat to see if there are any issues with your nominated payment method because we tried to process your Internet bill. However, it was declined. So it's still showing overdue as of this moment. Yes. Your invoice for your Internet service. Yeah. Yes. We've tried to process it using your Mastercard. Last four digits, 2813, but it was declined. Uh-huh. Alright. You'll pay manually? Alright. Sure. We'll wait for your payment. Okay? Thank you so much. Have a good one. Be safe. Bye bye.","confidence":0.99902344,"words":[{"word":"hi","start":3.6799998,"end":4.08,"confidence":0.9951172,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.12285562604665756},{"word":"good","start":4.08,"end":4.3199997,"confidence":0.99902344,"punctuated_word":"Good","sentiment":"neutral","sentiment_score":0.3122212290763855},{"word":"afternoon","start":4.3199997,"end":4.8199997,"confidence":0.9995117,"punctuated_word":"afternoon.","sentiment":"neutral","sentiment_score":0.2572251260280609},{"word":"this","start":5.2,"end":5.7,"confidence":0.98535156,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.1813434213399887},{"word":"is","start":5.7599998,"end":6.0,"confidence":0.99902344,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.17955850064754486},{"word":"airtel","start":6.0,"end":6.48,"confidence":0.9708659,"punctuated_word":"Airtel","sentiment":"neutral","sentiment_score":0.2296205759048462},{"word":"accounts","start":6.48,"end":6.98,"confidence":0.76782227,"punctuated_word":"accounts.","sentiment":"neutral","sentiment_score":0.17290779948234558},{"word":"my","start":7.44,"end":7.6,"confidence":1.0,"punctuated_word":"My","sentiment":"neutral","sentiment_score":0.12101782858371736},{"word":"name","start":7.6,"end":7.7599998,"confidence":1.0,"punctuated_word":"name","sentiment":"neutral","sentiment_score":0.11304732412099838},{"word":"is","start":7.7599998,"end":7.9199996,"confidence":0.9951172,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.11842045187950134},{"word":"melissa","start":7.9199996,"end":8.42,"confidence":0.99316406,"punctuated_word":"Melissa","sentiment":"neutral","sentiment_score":0.12911032140254974},{"word":"speaking","start":8.72,"end":9.22,"confidence":0.52246094,"punctuated_word":"speaking","sentiment":"neutral","sentiment_score":0.10795526951551436},{"word":"to","start":9.36,"end":9.76,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.14739921689033508},{"word":"alejandro","start":9.76,"end":10.26,"confidence":0.9941406,"punctuated_word":"Alejandro","sentiment":"neutral","sentiment_score":0.12838567793369293},{"word":"monzo","start":10.559999,"end":10.96,"confidence":0.8849284,"punctuated_word":"Monzo.","sentiment":"neutral","sentiment_score":0.1745067834854126},{"word":"right","start":10.96,"end":11.46,"confidence":0.9863281,"punctuated_word":"Right?","sentiment":"neutral","sentiment_score":0.1277799904346466},{"word":"hi","start":13.085,"end":13.245,"confidence":0.99853516,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.2940586805343628},{"word":"how","start":13.245,"end":13.485,"confidence":1.0,"punctuated_word":"How","sentiment":"positive","sentiment_score":0.3638008236885071},{"word":"are","start":13.485,"end":13.684999,"confidence":1.0,"punctuated_word":"are","sentiment":"neutral","sentiment_score":0.2947987914085388},{"word":"you","start":13.684999,"end":13.885,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.2949006259441376},{"word":"today","start":13.885,"end":14.385,"confidence":1.0,"punctuated_word":"today?","sentiment":"neutral","sentiment_score":0.28366249799728394},{"word":"that's","start":16.365,"end":16.765,"confidence":0.99902344,"punctuated_word":"That's","sentiment":"positive","sentiment_score":0.6452484726905823},{"word":"great","start":16.765,"end":17.005001,"confidence":1.0,"punctuated_word":"great","sentiment":"positive","sentiment_score":0.7768809199333191},{"word":"to","start":17.005001,"end":17.085,"confidence":0.9941406,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.7107846140861511},{"word":"hear","start":17.085,"end":17.325,"confidence":1.0,"punctuated_word":"hear.","sentiment":"positive","sentiment_score":0.6847484707832336},{"word":"i'm","start":17.325,"end":17.485,"confidence":1.0,"punctuated_word":"I'm","sentiment":"positive","sentiment_score":0.4939422011375427},{"word":"fine","start":17.485,"end":17.805,"confidence":1.0,"punctuated_word":"fine.","sentiment":"positive","sentiment_score":0.39155715703964233},{"word":"thank","start":17.805,"end":17.885,"confidence":1.0,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.510989785194397},{"word":"you","start":17.885,"end":18.045,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.529617965221405},{"word":"so","start":18.045,"end":18.205,"confidence":1.0,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.4918456077575683},{"word":"much","start":18.205,"end":18.365,"confidence":1.0,"punctuated_word":"much","sentiment":"positive","sentiment_score":0.5381208062171936},{"word":"for","start":18.365,"end":18.605,"confidence":1.0,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.5500714778900146},{"word":"answering","start":18.605,"end":19.085,"confidence":1.0,"punctuated_word":"answering","sentiment":"positive","sentiment_score":0.4975081086158752},{"word":"my","start":19.085,"end":19.325,"confidence":1.0,"punctuated_word":"my","sentiment":"positive","sentiment_score":0.407317578792572},{"word":"phone","start":19.325,"end":19.565,"confidence":1.0,"punctuated_word":"phone","sentiment":"positive","sentiment_score":0.5940092206001282},{"word":"call","start":19.565,"end":19.805,"confidence":1.0,"punctuated_word":"call.","sentiment":"positive","sentiment_score":0.5385384559631348},{"word":"this","start":19.805,"end":20.045,"confidence":0.99316406,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.10036440938711166},{"word":"is","start":20.045,"end":20.205,"confidence":0.99121094,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.045709069818258286},{"word":"like","start":20.205,"end":20.605,"confidence":0.52978516,"punctuated_word":"like","sentiment":"neutral","sentiment_score":0.06615148484706879},{"word":"a","start":20.605,"end":20.845,"confidence":0.9838867,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.06623443961143494},{"word":"quick","start":20.845,"end":21.165,"confidence":1.0,"punctuated_word":"quick","sentiment":"neutral","sentiment_score":0.09084345400333405},{"word":"chat","start":21.165,"end":21.665,"confidence":0.9970703,"punctuated_word":"chat","sentiment":"neutral","sentiment_score":0.11851845681667328},{"word":"to","start":21.885,"end":22.125,"confidence":0.9941406,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.08253677934408188},{"word":"see","start":22.125,"end":22.285,"confidence":1.0,"punctuated_word":"see","sentiment":"neutral","sentiment_score":0.13447305560112},{"word":"if","start":22.285,"end":22.525,"confidence":1.0,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.13365274667739868},{"word":"there","start":22.525,"end":22.765,"confidence":1.0,"punctuated_word":"there","sentiment":"neutral","sentiment_score":0.10100580751895905},{"word":"are","start":22.765,"end":23.005001,"confidence":0.99902344,"punctuated_word":"are","sentiment":"neutral","sentiment_score":0.102183036506176},{"word":"any","start":23.005001,"end":23.244999,"confidence":1.0,"punctuated_word":"any","sentiment":"neutral","sentiment_score":0.08112583309412003},{"word":"issues","start":23.244999,"end":23.744999,"confidence":1.0,"punctuated_word":"issues","sentiment":"neutral","sentiment_score":0.03830571472644806},{"word":"with","start":23.805,"end":23.965,"confidence":0.99902344,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.011131763458251951},{"word":"your","start":23.965,"end":24.365,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.12224679440259932},{"word":"nominated","start":24.365,"end":24.865,"confidence":0.99902344,"punctuated_word":"nominated","sentiment":"neutral","sentiment_score":0.19953972101211548},{"word":"payment","start":25.47,"end":25.71,"confidence":1.0,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":0.14933976531028748},{"word":"method","start":25.71,"end":26.109999,"confidence":1.0,"punctuated_word":"method","sentiment":"neutral","sentiment_score":0.1304362416267395},{"word":"because","start":26.109999,"end":26.51,"confidence":0.62060547,"punctuated_word":"because","sentiment":"neutral","sentiment_score":0.027143239974975582},{"word":"we","start":26.51,"end":26.67,"confidence":1.0,"punctuated_word":"we","sentiment":"neutral","sentiment_score":0.0007744282484054565},{"word":"tried","start":26.67,"end":26.99,"confidence":0.9790039,"punctuated_word":"tried","sentiment":"neutral","sentiment_score":-0.04382143169641495},{"word":"to","start":26.99,"end":27.15,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.012719705700874329},{"word":"process","start":27.15,"end":27.65,"confidence":1.0,"punctuated_word":"process","sentiment":"neutral","sentiment_score":-0.02186516299843788},{"word":"your","start":27.71,"end":27.949999,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.008804239332675934},{"word":"internet","start":27.949999,"end":28.449999,"confidence":0.9770508,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.04107885807752609},{"word":"bill","start":28.59,"end":29.09,"confidence":0.95166016,"punctuated_word":"bill.","sentiment":"neutral","sentiment_score":-0.04617220535874367},{"word":"however","start":29.47,"end":29.789999,"confidence":0.99902344,"punctuated_word":"However,","sentiment":"neutral","sentiment_score":-0.18567976355552673},{"word":"it","start":29.789999,"end":30.029999,"confidence":1.0,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.2600950598716736},{"word":"was","start":30.029999,"end":30.27,"confidence":1.0,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.33190101385116577},{"word":"declined","start":30.27,"end":30.77,"confidence":0.78637695,"punctuated_word":"declined.","sentiment":"neutral","sentiment_score":-0.2804607152938843},{"word":"so","start":31.23,"end":31.47,"confidence":1.0,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.2005200833082199},{"word":"it's","start":31.47,"end":31.71,"confidence":0.99853516,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":-0.21601323783397677},{"word":"still","start":31.71,"end":32.03,"confidence":1.0,"punctuated_word":"still","sentiment":"neutral","sentiment_score":-0.23568880558013916},{"word":"showing","start":32.03,"end":32.43,"confidence":1.0,"punctuated_word":"showing","sentiment":"neutral","sentiment_score":-0.24873612821102145},{"word":"overdue","start":32.43,"end":32.93,"confidence":0.99902344,"punctuated_word":"overdue","sentiment":"neutral","sentiment_score":-0.2587181627750397},{"word":"as","start":33.47,"end":33.71,"confidence":0.99316406,"punctuated_word":"as","sentiment":"neutral","sentiment_score":-0.2076686918735504},{"word":"of","start":33.71,"end":33.95,"confidence":1.0,"punctuated_word":"of","sentiment":"neutral","sentiment_score":-0.1909228414297104},{"word":"this","start":33.95,"end":34.19,"confidence":1.0,"punctuated_word":"this","sentiment":"neutral","sentiment_score":-0.14792710542678833},{"word":"moment","start":34.19,"end":34.69,"confidence":1.0,"punctuated_word":"moment.","sentiment":"neutral","sentiment_score":-0.12134972214698792},{"word":"yes","start":38.165,"end":38.485,"confidence":0.9975586,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":-0.009116359055042269},{"word":"your","start":38.485,"end":38.985,"confidence":0.9980469,"punctuated_word":"Your","sentiment":"neutral","sentiment_score":-0.03919726982712746},{"word":"invoice","start":39.045002,"end":39.545002,"confidence":0.9970703,"punctuated_word":"invoice","sentiment":"neutral","sentiment_score":-0.04788912832736969},{"word":"for","start":39.605,"end":39.845,"confidence":0.99902344,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.04325507208704949},{"word":"your","start":39.845,"end":40.085003,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.02736993506550789},{"word":"internet","start":40.085003,"end":40.585003,"confidence":0.9482422,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.03459859639406204},{"word":"service","start":40.645,"end":41.145,"confidence":0.90405273,"punctuated_word":"service.","sentiment":"neutral","sentiment_score":-0.037002187222242355},{"word":"yeah","start":47.045002,"end":47.545002,"confidence":0.80493164,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.06820542365312576},{"word":"yes","start":59.58,"end":60.08,"confidence":0.6828613,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":-0.024018267169594765},{"word":"we've","start":61.02,"end":61.5,"confidence":0.8183594,"punctuated_word":"We've","sentiment":"neutral","sentiment_score":-0.08237169682979584},{"word":"tried","start":61.5,"end":61.82,"confidence":0.99902344,"punctuated_word":"tried","sentiment":"neutral","sentiment_score":-0.09351678192615508},{"word":"to","start":61.82,"end":61.980003,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.10311837494373322},{"word":"process","start":61.980003,"end":62.38,"confidence":1.0,"punctuated_word":"process","sentiment":"neutral","sentiment_score":-0.07194435596466064},{"word":"it","start":62.38,"end":62.86,"confidence":1.0,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.10993380099534988},{"word":"using","start":62.86,"end":63.260002,"confidence":1.0,"punctuated_word":"using","sentiment":"neutral","sentiment_score":-0.07733602821826935},{"word":"your","start":63.260002,"end":63.660004,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.07563093304634094},{"word":"mastercard","start":63.660004,"end":64.16,"confidence":0.8803711,"punctuated_word":"Mastercard.","sentiment":"neutral","sentiment_score":-0.05707011744379997},{"word":"last","start":64.700005,"end":65.020004,"confidence":0.99902344,"punctuated_word":"Last","sentiment":"neutral","sentiment_score":-0.10089915990829468},{"word":"four","start":65.020004,"end":65.26,"confidence":1.0,"punctuated_word":"four","sentiment":"neutral","sentiment_score":-0.1035996600985527},{"word":"digits","start":65.26,"end":65.76,"confidence":0.84277344,"punctuated_word":"digits,","sentiment":"neutral","sentiment_score":-0.07329876720905304},{"word":"2813","start":65.9,"end":67.020004,"confidence":0.99676514,"punctuated_word":"2813,","sentiment":"neutral","sentiment_score":-0.06849296391010284},{"word":"but","start":67.020004,"end":67.26,"confidence":1.0,"punctuated_word":"but","sentiment":"neutral","sentiment_score":-0.09300103783607484},{"word":"it","start":67.26,"end":67.42,"confidence":1.0,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.18587647378444672},{"word":"was","start":67.42,"end":67.740005,"confidence":1.0,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.24617591500282288},{"word":"declined","start":67.740005,"end":68.240005,"confidence":0.99902344,"punctuated_word":"declined.","sentiment":"neutral","sentiment_score":-0.20354200899600983},{"word":"uh-huh","start":78.195,"end":78.595,"confidence":0.9258789,"punctuated_word":"Uh-huh.","sentiment":"neutral","sentiment_score":0.004814644809812307},{"word":"alright","start":78.595,"end":79.095,"confidence":0.9926758,"punctuated_word":"Alright.","sentiment":"neutral","sentiment_score":0.0473518930375576},{"word":"you'll","start":79.475,"end":79.795,"confidence":0.9785156,"punctuated_word":"You'll","sentiment":"neutral","sentiment_score":0.04777887463569641},{"word":"pay","start":79.795,"end":80.035,"confidence":0.9902344,"punctuated_word":"pay","sentiment":"neutral","sentiment_score":0.05740600824356079},{"word":"manually","start":80.035,"end":80.535,"confidence":0.857666,"punctuated_word":"manually?","sentiment":"neutral","sentiment_score":0.03728451579809189},{"word":"alright","start":80.995,"end":81.495,"confidence":0.9975586,"punctuated_word":"Alright.","sentiment":"neutral","sentiment_score":0.02845366857945919},{"word":"sure","start":81.555,"end":81.955,"confidence":0.99902344,"punctuated_word":"Sure.","sentiment":"neutral","sentiment_score":0.03486723080277443},{"word":"we'll","start":81.955,"end":82.115,"confidence":0.9951172,"punctuated_word":"We'll","sentiment":"neutral","sentiment_score":0.03934334963560104},{"word":"wait","start":82.115,"end":82.435,"confidence":1.0,"punctuated_word":"wait","sentiment":"neutral","sentiment_score":0.05492793768644333},{"word":"for","start":82.435,"end":82.595,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.04003361612558365},{"word":"your","start":82.595,"end":82.755005,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.03852507844567299},{"word":"payment","start":82.755005,"end":83.155,"confidence":0.9995117,"punctuated_word":"payment.","sentiment":"neutral","sentiment_score":0.030397051945328712},{"word":"okay","start":83.155,"end":83.655,"confidence":0.99560547,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.053744472563266754},{"word":"thank","start":84.59294,"end":84.75294,"confidence":0.6855469,"punctuated_word":"Thank","sentiment":"neutral","sentiment_score":0.26722121238708496},{"word":"you","start":84.75294,"end":84.91294,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.34664425253868103},{"word":"so","start":84.91294,"end":85.15294,"confidence":0.99902344,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.3434112071990967},{"word":"much","start":85.15294,"end":85.65294,"confidence":1.0,"punctuated_word":"much.","sentiment":"positive","sentiment_score":0.35038167238235474},{"word":"have","start":85.79294,"end":86.032936,"confidence":0.99902344,"punctuated_word":"Have","sentiment":"positive","sentiment_score":0.42033112049102783},{"word":"a","start":86.032936,"end":86.19294,"confidence":0.99902344,"punctuated_word":"a","sentiment":"positive","sentiment_score":0.41294005513191223},{"word":"good","start":86.19294,"end":86.352936,"confidence":1.0,"punctuated_word":"good","sentiment":"positive","sentiment_score":0.37846890091896057},{"word":"one","start":86.352936,"end":86.59294,"confidence":0.9975586,"punctuated_word":"one.","sentiment":"positive","sentiment_score":0.37704965472221375},{"word":"be","start":86.59294,"end":86.83294,"confidence":0.99902344,"punctuated_word":"Be","sentiment":"neutral","sentiment_score":0.29439374804496765},{"word":"safe","start":86.83294,"end":87.31294,"confidence":1.0,"punctuated_word":"safe.","sentiment":"neutral","sentiment_score":0.2330113798379898},{"word":"bye","start":87.31294,"end":87.47294,"confidence":1.0,"punctuated_word":"Bye","sentiment":"neutral","sentiment_score":0.13801386952400208},{"word":"bye","start":87.47294,"end":87.97294,"confidence":0.99902344,"punctuated_word":"bye.","sentiment":"neutral","sentiment_score":0.09418484568595886}],"paragraphs":{"transcript":"\nHi. Good afternoon. This is Airtel accounts. My name is Melissa speaking to Alejandro Monzo. Right?\n\nHi. How are you today? That's great to hear. I'm fine. Thank you so much for answering my phone call.\n\nThis is like a quick chat to see if there are any issues with your nominated payment method because we tried to process your Internet bill. However, it was declined. So it's still showing overdue as of this moment. Yes. Your invoice for your Internet service.\n\nYeah. Yes. We've tried to process it using your Mastercard. Last four digits, 2813, but it was declined. Uh-huh.\n\nAlright. You'll pay manually? Alright. Sure. We'll wait for your payment.\n\nOkay? Thank you so much. Have a good one. Be safe. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.6799998,"end":4.08,"sentiment":"neutral","sentiment_score":0.12285562604665756},{"text":"Good afternoon.","start":4.08,"end":4.8199997,"sentiment":"neutral","sentiment_score":0.2847231775522232},{"text":"This is Airtel accounts.","start":5.2,"end":6.98,"sentiment":"neutral","sentiment_score":0.19085757434368134},{"text":"My name is Melissa speaking to Alejandro Monzo.","start":7.44,"end":10.96,"sentiment":"neutral","sentiment_score":0.12998035922646523},{"text":"Right?","start":10.96,"end":11.46,"sentiment":"neutral","sentiment_score":0.1277799904346466}],"sentiment":"neutral","sentiment_score":0.16395969642326236,"num_words":16,"start":3.6799998,"end":11.46},{"sentences":[{"text":"Hi.","start":13.085,"end":13.245,"sentiment":"neutral","sentiment_score":0.2940586805343628},{"text":"How are you today?","start":13.245,"end":14.385,"sentiment":"neutral","sentiment_score":0.30929068475961685},{"text":"That's great to hear.","start":16.365,"end":17.325,"sentiment":"positive","sentiment_score":0.7044156193733215},{"text":"I'm fine.","start":17.325,"end":17.805,"sentiment":"positive","sentiment_score":0.44274967908859253},{"text":"Thank you so much for answering my phone call.","start":17.805,"end":19.805,"sentiment":"positive","sentiment_score":0.5175576673613654}],"sentiment":"positive","sentiment_score":0.4946201130747795,"num_words":20,"start":13.085,"end":19.805},{"sentences":[{"text":"This is like a quick chat to see if there are any issues with your nominated payment method because we tried to process your Internet bill.","start":19.805,"end":29.09,"sentiment":"neutral","sentiment_score":0.0617304273809378},{"text":"However, it was declined.","start":29.47,"end":30.77,"sentiment":"neutral","sentiment_score":-0.2645341381430626},{"text":"So it's still showing overdue as of this moment.","start":31.23,"end":34.69,"sentiment":"neutral","sentiment_score":-0.2030605309539371},{"text":"Yes.","start":38.165,"end":38.485,"sentiment":"neutral","sentiment_score":-0.009116359055042269},{"text":"Your invoice for your Internet service.","start":38.485,"end":41.145,"sentiment":"neutral","sentiment_score":-0.03821869815389315}],"sentiment":"neutral","sentiment_score":-0.033024321026776146,"num_words":46,"start":19.805,"end":41.145},{"sentences":[{"text":"Yeah.","start":47.045002,"end":47.545002,"sentiment":"neutral","sentiment_score":-0.06820542365312576},{"text":"Yes.","start":59.58,"end":60.08,"sentiment":"neutral","sentiment_score":-0.024018267169594765},{"text":"We've tried to process it using your Mastercard.","start":61.02,"end":64.16,"sentiment":"neutral","sentiment_score":-0.08386526117101312},{"text":"Last four digits, 2813, but it was declined.","start":64.700005,"end":68.240005,"sentiment":"neutral","sentiment_score":-0.1343607483431697},{"text":"Uh-huh.","start":78.195,"end":78.595,"sentiment":"neutral","sentiment_score":0.004814644809812307}],"sentiment":"neutral","sentiment_score":-0.09648511169086162,"num_words":19,"start":47.045002,"end":78.595},{"sentences":[{"text":"Alright.","start":78.595,"end":79.095,"sentiment":"neutral","sentiment_score":0.0473518930375576},{"text":"You'll pay manually?","start":79.475,"end":80.535,"sentiment":"neutral","sentiment_score":0.047489799559116364},{"text":"Alright.","start":80.995,"end":81.495,"sentiment":"neutral","sentiment_score":0.02845366857945919},{"text":"Sure.","start":81.555,"end":81.955,"sentiment":"neutral","sentiment_score":0.03486723080277443},{"text":"We'll wait for your payment.","start":81.955,"end":83.155,"sentiment":"neutral","sentiment_score":0.04064540676772595}],"sentiment":"neutral","sentiment_score":0.04148811135779728,"num_words":11,"start":78.595,"end":83.155},{"sentences":[{"text":"Okay?","start":83.155,"end":83.655,"sentiment":"neutral","sentiment_score":0.053744472563266754},{"text":"Thank you so much.","start":84.59294,"end":85.65294,"sentiment":"neutral","sentiment_score":0.32691458612680435},{"text":"Have a good one.","start":85.79294,"end":86.59294,"sentiment":"positive","sentiment_score":0.3971974328160286},{"text":"Be safe.","start":86.59294,"end":87.31294,"sentiment":"neutral","sentiment_score":0.26370256394147873},{"text":"Bye bye.","start":87.31294,"end":87.97294,"sentiment":"neutral","sentiment_score":0.11609935760498047}],"sentiment":"neutral","sentiment_score":0.28536895318673206,"num_words":13,"start":83.155,"end":87.97294}]}}]},{"alternatives":[{"transcript":"Hi. Alex speaking. Yeah. That's right. Oh, good. How yourself? Is the Internet one? I but we have auto payment. How to debit? What happened with that? I I didn't check it. Okay. Let me let me see, and I I will pay manually. Can you check from your side that the auto debit payment is on? Because last month yep. Maybe yeah. We made some big payments this month. Maybe the card was sent to me. Let me check. Okay. Thank you for calling me. I pay for today. Thank you. Thank you. Bye.","confidence":0.9658203,"words":[{"word":"hi","start":0.96,"end":1.1999999,"confidence":0.6105957,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.03143937140703201},{"word":"alex","start":1.1999999,"end":1.4399999,"confidence":0.84228516,"punctuated_word":"Alex","sentiment":"neutral","sentiment_score":0.02379899099469185},{"word":"speaking","start":1.4399999,"end":1.9399999,"confidence":0.7043457,"punctuated_word":"speaking.","sentiment":"neutral","sentiment_score":0.033151693642139435},{"word":"yeah","start":11.599999,"end":11.84,"confidence":0.9970703,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.12547476589679718},{"word":"that's","start":11.84,"end":12.16,"confidence":0.9995117,"punctuated_word":"That's","sentiment":"neutral","sentiment_score":0.18567785620689392},{"word":"right","start":12.16,"end":12.405,"confidence":0.9995117,"punctuated_word":"right.","sentiment":"neutral","sentiment_score":0.21299931406974792},{"word":"oh","start":14.885,"end":15.045,"confidence":0.83251953,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.3181073069572449},{"word":"good","start":15.045,"end":15.365,"confidence":0.99560547,"punctuated_word":"good.","sentiment":"positive","sentiment_score":0.38088878989219666},{"word":"how","start":15.365,"end":15.445,"confidence":0.9658203,"punctuated_word":"How","sentiment":"neutral","sentiment_score":0.23574431240558624},{"word":"yourself","start":15.445,"end":15.945,"confidence":0.9543457,"punctuated_word":"yourself?","sentiment":"neutral","sentiment_score":0.26722297072410583},{"word":"is","start":35.51,"end":36.01,"confidence":0.8520508,"punctuated_word":"Is","sentiment":"neutral","sentiment_score":-0.03481792286038399},{"word":"the","start":36.07,"end":36.23,"confidence":0.90478516,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.05842754989862442},{"word":"internet","start":36.23,"end":36.73,"confidence":0.9550781,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.050583742558956146},{"word":"one","start":36.79,"end":37.125,"confidence":0.9760742,"punctuated_word":"one?","sentiment":"neutral","sentiment_score":-0.043096911162137985},{"word":"i","start":37.125,"end":37.625,"confidence":0.30004883,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.015643633902072906},{"word":"but","start":41.685,"end":41.845,"confidence":0.57666016,"punctuated_word":"but","sentiment":"neutral","sentiment_score":-0.04671873897314072},{"word":"we","start":41.845,"end":42.005,"confidence":0.8925781,"punctuated_word":"we","sentiment":"neutral","sentiment_score":-0.046365875750780106},{"word":"have","start":42.005,"end":42.505,"confidence":0.99902344,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.06009357050061226},{"word":"auto","start":44.005,"end":44.245,"confidence":0.6303711,"punctuated_word":"auto","sentiment":"neutral","sentiment_score":-0.04990186169743538},{"word":"payment","start":44.245,"end":44.645,"confidence":0.9313965,"punctuated_word":"payment.","sentiment":"neutral","sentiment_score":-0.06481391936540604},{"word":"how","start":44.645,"end":44.805,"confidence":0.9902344,"punctuated_word":"How","sentiment":"neutral","sentiment_score":-0.05943083390593529},{"word":"to","start":44.805,"end":44.965,"confidence":0.8457031,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.06916902959346771},{"word":"debit","start":44.965,"end":45.364998,"confidence":0.80371094,"punctuated_word":"debit?","sentiment":"neutral","sentiment_score":-0.060427144169807434},{"word":"what","start":45.364998,"end":45.525,"confidence":0.9614258,"punctuated_word":"What","sentiment":"neutral","sentiment_score":-0.08215361833572388},{"word":"happened","start":45.525,"end":45.845,"confidence":0.68310547,"punctuated_word":"happened","sentiment":"neutral","sentiment_score":-0.1224578022956848},{"word":"with","start":45.845,"end":46.005,"confidence":0.9951172,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.11993668973445892},{"word":"that","start":46.005,"end":46.405,"confidence":0.9970703,"punctuated_word":"that?","sentiment":"neutral","sentiment_score":-0.06949451565742493},{"word":"i","start":46.405,"end":46.725,"confidence":0.9838867,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.07864541560411453},{"word":"i","start":46.725,"end":46.805,"confidence":0.82470703,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.10333839058876038},{"word":"didn't","start":46.805,"end":47.045,"confidence":0.73657227,"punctuated_word":"didn't","sentiment":"neutral","sentiment_score":-0.08879463374614716},{"word":"check","start":47.045,"end":47.285,"confidence":0.9941406,"punctuated_word":"check","sentiment":"neutral","sentiment_score":-0.0929933413863182},{"word":"it","start":47.285,"end":47.525,"confidence":0.99560547,"punctuated_word":"it.","sentiment":"neutral","sentiment_score":-0.056370534002780914},{"word":"okay","start":47.525,"end":48.025,"confidence":0.9013672,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.029456332325935364},{"word":"let","start":48.485,"end":48.725,"confidence":0.9658203,"punctuated_word":"Let","sentiment":"neutral","sentiment_score":-0.026408810168504715},{"word":"me","start":48.725,"end":49.225,"confidence":0.99902344,"punctuated_word":"me","sentiment":"neutral","sentiment_score":-0.016751954331994057},{"word":"let","start":49.910004,"end":50.230003,"confidence":0.99902344,"punctuated_word":"let","sentiment":"neutral","sentiment_score":-0.019128458574414253},{"word":"me","start":50.230003,"end":50.31,"confidence":0.99902344,"punctuated_word":"me","sentiment":"neutral","sentiment_score":-0.012284761294722555},{"word":"see","start":50.31,"end":50.63,"confidence":0.7976074,"punctuated_word":"see,","sentiment":"neutral","sentiment_score":-0.027843810617923737},{"word":"and","start":50.63,"end":51.030003,"confidence":0.9970703,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.02121423557400703},{"word":"i","start":51.030003,"end":51.11,"confidence":0.9951172,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.022634264081716537},{"word":"i","start":51.11,"end":51.190002,"confidence":0.5908203,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.03040451928973198},{"word":"will","start":51.190002,"end":51.43,"confidence":0.734375,"punctuated_word":"will","sentiment":"neutral","sentiment_score":-0.031724900007247925},{"word":"pay","start":51.43,"end":51.670002,"confidence":0.9951172,"punctuated_word":"pay","sentiment":"neutral","sentiment_score":-0.044045764952898026},{"word":"manually","start":51.670002,"end":52.170002,"confidence":0.88134766,"punctuated_word":"manually.","sentiment":"neutral","sentiment_score":-0.04053179174661637},{"word":"can","start":53.11,"end":53.43,"confidence":0.84228516,"punctuated_word":"Can","sentiment":"neutral","sentiment_score":-0.03190411627292633},{"word":"you","start":53.43,"end":53.670002,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.02615593746304512},{"word":"check","start":53.670002,"end":53.910004,"confidence":0.99902344,"punctuated_word":"check","sentiment":"neutral","sentiment_score":-0.020429857075214383},{"word":"from","start":53.910004,"end":54.15,"confidence":0.9951172,"punctuated_word":"from","sentiment":"neutral","sentiment_score":-0.02474021352827549},{"word":"your","start":54.15,"end":54.390003,"confidence":0.9980469,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.017386596649885178},{"word":"side","start":54.390003,"end":54.710003,"confidence":0.98095703,"punctuated_word":"side","sentiment":"neutral","sentiment_score":-0.02481462061405182},{"word":"that","start":54.710003,"end":54.870003,"confidence":0.8457031,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.0269244983792305},{"word":"the","start":54.870003,"end":55.370003,"confidence":0.9970703,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.034383147954940796},{"word":"auto","start":56.710003,"end":56.95,"confidence":0.8588867,"punctuated_word":"auto","sentiment":"neutral","sentiment_score":-0.025315063074231148},{"word":"debit","start":56.95,"end":57.27,"confidence":0.9716797,"punctuated_word":"debit","sentiment":"neutral","sentiment_score":-0.05534111708402634},{"word":"payment","start":57.27,"end":57.75,"confidence":0.9921875,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":-0.04196896404027939},{"word":"is","start":57.75,"end":57.99,"confidence":0.51660156,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.06031736731529236},{"word":"on","start":57.99,"end":58.39,"confidence":0.8815918,"punctuated_word":"on?","sentiment":"neutral","sentiment_score":-0.041983917355537415},{"word":"because","start":58.39,"end":58.89,"confidence":0.9160156,"punctuated_word":"Because","sentiment":"neutral","sentiment_score":-0.023707525804638863},{"word":"last","start":59.350002,"end":59.670002,"confidence":0.9316406,"punctuated_word":"last","sentiment":"neutral","sentiment_score":-0.020175058394670486},{"word":"month","start":59.670002,"end":59.99,"confidence":0.98828125,"punctuated_word":"month","sentiment":"neutral","sentiment_score":-0.0342443510890007},{"word":"yep","start":64.950005,"end":65.325,"confidence":0.8445638,"punctuated_word":"yep.","sentiment":"neutral","sentiment_score":-0.1021871566772461},{"word":"maybe","start":70.604996,"end":71.085,"confidence":0.77246094,"punctuated_word":"Maybe","sentiment":"neutral","sentiment_score":-0.15607933700084686},{"word":"yeah","start":71.244995,"end":71.485,"confidence":0.98950195,"punctuated_word":"yeah.","sentiment":"neutral","sentiment_score":-0.14096574485301971},{"word":"we","start":71.485,"end":71.725,"confidence":0.99902344,"punctuated_word":"We","sentiment":"neutral","sentiment_score":-0.16380049288272858},{"word":"made","start":71.725,"end":71.965,"confidence":0.9863281,"punctuated_word":"made","sentiment":"neutral","sentiment_score":-0.20660260319709775},{"word":"some","start":71.965,"end":72.284996,"confidence":0.99902344,"punctuated_word":"some","sentiment":"neutral","sentiment_score":-0.18373070657253265},{"word":"big","start":72.284996,"end":72.524994,"confidence":1.0,"punctuated_word":"big","sentiment":"neutral","sentiment_score":-0.20112749934196472},{"word":"payments","start":72.524994,"end":73.005,"confidence":0.96435547,"punctuated_word":"payments","sentiment":"neutral","sentiment_score":-0.16786633431911469},{"word":"this","start":73.005,"end":73.244995,"confidence":0.99609375,"punctuated_word":"this","sentiment":"neutral","sentiment_score":-0.16331499814987183},{"word":"month","start":73.244995,"end":73.725,"confidence":0.97680664,"punctuated_word":"month.","sentiment":"neutral","sentiment_score":-0.1325845718383789},{"word":"maybe","start":73.725,"end":74.225,"confidence":0.9970703,"punctuated_word":"Maybe","sentiment":"neutral","sentiment_score":-0.11474613100290298},{"word":"the","start":74.445,"end":74.524994,"confidence":0.17651367,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.13441334664821625},{"word":"card","start":74.524994,"end":74.765,"confidence":0.4501953,"punctuated_word":"card","sentiment":"neutral","sentiment_score":-0.10807754099369048},{"word":"was","start":74.765,"end":75.005,"confidence":0.89990234,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.12576058506965637},{"word":"sent","start":75.005,"end":75.16499,"confidence":0.42382812,"punctuated_word":"sent","sentiment":"neutral","sentiment_score":-0.14104580879211426},{"word":"to","start":75.16499,"end":75.244995,"confidence":0.31860352,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.10277429223060608},{"word":"me","start":75.244995,"end":75.405,"confidence":0.7976074,"punctuated_word":"me.","sentiment":"neutral","sentiment_score":-0.10529975593090056},{"word":"let","start":75.405,"end":75.564995,"confidence":0.9941406,"punctuated_word":"Let","sentiment":"neutral","sentiment_score":-0.03786230832338333},{"word":"me","start":75.564995,"end":75.725,"confidence":1.0,"punctuated_word":"me","sentiment":"neutral","sentiment_score":-0.02576620876789093},{"word":"check","start":75.725,"end":76.225,"confidence":0.99853516,"punctuated_word":"check.","sentiment":"neutral","sentiment_score":-0.03707296401262283},{"word":"okay","start":76.445,"end":76.765,"confidence":0.93408203,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.003555508330464363},{"word":"thank","start":76.765,"end":77.005,"confidence":1.0,"punctuated_word":"Thank","sentiment":"neutral","sentiment_score":0.07167179137468338},{"word":"you","start":77.005,"end":77.16499,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.07757855951786041},{"word":"for","start":77.16499,"end":77.325,"confidence":0.99902344,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.14462237060070038},{"word":"calling","start":77.325,"end":77.645,"confidence":1.0,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":0.10615049302577972},{"word":"me","start":77.645,"end":77.965,"confidence":0.99316406,"punctuated_word":"me.","sentiment":"neutral","sentiment_score":0.0884774699807167},{"word":"i","start":77.965,"end":78.045,"confidence":0.97265625,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.018656328320503235},{"word":"pay","start":78.045,"end":78.545,"confidence":0.5722656,"punctuated_word":"pay","sentiment":"neutral","sentiment_score":0.013041123747825624},{"word":"for","start":79.16499,"end":79.325,"confidence":0.3076172,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.03276199474930763},{"word":"today","start":79.325,"end":79.725,"confidence":0.94799805,"punctuated_word":"today.","sentiment":"neutral","sentiment_score":0.05112092196941376},{"word":"thank","start":79.725,"end":79.884995,"confidence":0.9970703,"punctuated_word":"Thank","sentiment":"neutral","sentiment_score":0.04564704000949859},{"word":"you","start":79.884995,"end":80.384995,"confidence":0.98706055,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.03196563571691513},{"word":"thank","start":84.64294,"end":84.88294,"confidence":0.40966797,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.3659250736236572},{"word":"you","start":84.88294,"end":85.38294,"confidence":0.99072266,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.31658241152763367},{"word":"bye","start":85.76294,"end":86.26294,"confidence":0.7453613,"punctuated_word":"Bye.","sentiment":"neutral","sentiment_score":0.2400537133216858}],"paragraphs":{"transcript":"\nHi. Alex speaking. Yeah. That's right. Oh, good.\n\nHow yourself? Is the Internet one? I but we have auto payment. How to debit? What happened with that?\n\nI I didn't check it. Okay. Let me let me see, and I I will pay manually. Can you check from your side that the auto debit payment is on? Because last month yep.\n\nMaybe yeah. We made some big payments this month. Maybe the card was sent to me. Let me check. Okay.\n\nThank you for calling me. I pay for today. Thank you. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.96,"end":1.1999999,"sentiment":"neutral","sentiment_score":0.03143937140703201},{"text":"Alex speaking.","start":1.1999999,"end":1.9399999,"sentiment":"neutral","sentiment_score":0.028475342318415642},{"text":"Yeah.","start":11.599999,"end":11.84,"sentiment":"neutral","sentiment_score":0.12547476589679718},{"text":"That's right.","start":11.84,"end":12.405,"sentiment":"neutral","sentiment_score":0.19933858513832092},{"text":"Oh, good.","start":14.885,"end":15.365,"sentiment":"positive","sentiment_score":0.34949804842472076}],"sentiment":"neutral","sentiment_score":0.16394226113334298,"num_words":8,"start":0.96,"end":15.365},{"sentences":[{"text":"How yourself?","start":15.365,"end":15.945,"sentiment":"neutral","sentiment_score":0.25148364156484604},{"text":"Is the Internet one?","start":35.51,"end":37.125,"sentiment":"neutral","sentiment_score":-0.046731531620025635},{"text":"I but we have auto payment.","start":37.125,"end":44.645,"sentiment":"neutral","sentiment_score":-0.047256266698241234},{"text":"How to debit?","start":44.645,"end":45.364998,"sentiment":"neutral","sentiment_score":-0.06300900255640347},{"text":"What happened with that?","start":45.364998,"end":46.405,"sentiment":"neutral","sentiment_score":-0.09851065650582314}],"sentiment":"neutral","sentiment_score":-0.02897716195959794,"num_words":19,"start":15.365,"end":46.405},{"sentences":[{"text":"I I didn't check it.","start":46.405,"end":47.525,"sentiment":"neutral","sentiment_score":-0.08402846306562424},{"text":"Okay.","start":47.525,"end":48.025,"sentiment":"neutral","sentiment_score":-0.029456332325935364},{"text":"Let me let me see, and I I will pay manually.","start":48.485,"end":52.170002,"sentiment":"neutral","sentiment_score":-0.0266339336945252},{"text":"Can you check from your side that the auto debit payment is on?","start":53.11,"end":58.39,"sentiment":"neutral","sentiment_score":-0.033205032062072024},{"text":"Because last month yep.","start":58.39,"end":65.325,"sentiment":"neutral","sentiment_score":-0.045078522991389036}],"sentiment":"neutral","sentiment_score":-0.039839747854891944,"num_words":34,"start":46.405,"end":65.325},{"sentences":[{"text":"Maybe yeah.","start":70.604996,"end":71.485,"sentiment":"neutral","sentiment_score":-0.1485225409269333},{"text":"We made some big payments this month.","start":71.485,"end":73.725,"sentiment":"neutral","sentiment_score":-0.17414674375738418},{"text":"Maybe the card was sent to me.","start":73.725,"end":75.405,"sentiment":"neutral","sentiment_score":-0.11887392295258385},{"text":"Let me check.","start":75.405,"end":76.225,"sentiment":"neutral","sentiment_score":-0.0335671603679657},{"text":"Okay.","start":76.445,"end":76.765,"sentiment":"neutral","sentiment_score":0.003555508330464363}],"sentiment":"neutral","sentiment_score":-0.12226678607985378,"num_words":20,"start":70.604996,"end":76.765},{"sentences":[{"text":"Thank you for calling me.","start":76.765,"end":77.965,"sentiment":"neutral","sentiment_score":0.09770013689994812},{"text":"I pay for today.","start":77.965,"end":79.725,"sentiment":"neutral","sentiment_score":0.028895092196762562},{"text":"Thank you.","start":79.725,"end":80.384995,"sentiment":"neutral","sentiment_score":0.03880633786320686},{"text":"Thank you.","start":84.64294,"end":85.38294,"sentiment":"positive","sentiment_score":0.34125374257564545},{"text":"Bye.","start":85.76294,"end":86.26294,"sentiment":"neutral","sentiment_score":0.2400537133216858}],"sentiment":"neutral","sentiment_score":0.11458963767758437,"num_words":14,"start":76.765,"end":86.26294}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hi. Alex speaking.\n\nChannel 0: Hi. Good afternoon. This is Airtel accounts. My name is Melissa speaking to Alejandro Monzo. Right?\n\nChannel 1: Yeah. That's right.\n\nChannel 0: Hi. How are you today?\n\nChannel 1: Oh, good. How yourself?\n\nChannel 0: That's great to hear. I'm fine. Thank you so much for answering my phone call. This is like a quick chat to see if there are any issues with your nominated payment method because we tried to process your Internet bill. However, it was declined.\n\nSo it's still showing overdue as of this moment.\n\nChannel 1: Is the Internet one? I\n\nChannel 0: Yes. Your invoice for your Internet service.\n\nChannel 1: but we have auto payment. How to debit? What happened with that? I I didn't check\n\nChannel 0: Yeah.\n\nChannel 1: it. Okay. Let me let me see, and I I will pay manually. Can you check from your side that the auto debit payment is on? Because last\n\nChannel 0: Yes.\n\nChannel 1: month\n\nChannel 0: We've tried to process it using your Mastercard. Last\n\nChannel 1: yep.\n\nChannel 0: four digits, 2813, but it was declined.\n\nChannel 1: Maybe yeah. We made some big payments this month. Maybe the card was sent to me. Let me check. Okay.\n\nThank you for calling me. I pay\n\nChannel 0: Uh-huh. Alright.\n\nChannel 1: for today.\n\nChannel 0: You'll\n\nChannel 1: Thank\n\nChannel 0: pay\n\nChannel 1: you.\n\nChannel 0: manually? Alright. Sure. We'll wait for your payment. Okay?\n\nThank\n\nChannel 1: Thank\n\nChannel 0: you\n\nChannel 1: you.\n\nChannel 0: so much.\n\nChannel 1: Bye.\n\nChannel 0: Have a good one. Be safe. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.96,"end":1.1999999,"sentiment":"neutral","sentiment_score":0.03143937140703201},{"text":"Alex speaking.","start":1.1999999,"end":1.9399999,"sentiment":"neutral","sentiment_score":0.028475342318415642}],"sentiment":"neutral","sentiment_score":0.029463352014621098,"channel":1,"num_words":3,"start":0.96,"end":1.9399999},{"sentences":[{"text":"Hi.","start":3.6799998,"end":4.08,"sentiment":"neutral","sentiment_score":0.12285562604665756},{"text":"Good afternoon.","start":4.08,"end":4.8199997,"sentiment":"neutral","sentiment_score":0.2847231775522232},{"text":"This is Airtel accounts.","start":5.2,"end":6.98,"sentiment":"neutral","sentiment_score":0.19085757434368134},{"text":"My name is Melissa speaking to Alejandro Monzo.","start":7.44,"end":10.96,"sentiment":"neutral","sentiment_score":0.12998035922646523},{"text":"Right?","start":10.96,"end":11.46,"sentiment":"neutral","sentiment_score":0.1277799904346466}],"sentiment":"neutral","sentiment_score":0.16395969642326236,"channel":0,"num_words":16,"start":3.6799998,"end":11.46},{"sentences":[{"text":"Yeah.","start":11.599999,"end":11.84,"sentiment":"neutral","sentiment_score":0.12547476589679718},{"text":"That's right.","start":11.84,"end":12.405,"sentiment":"neutral","sentiment_score":0.19933858513832092}],"sentiment":"neutral","sentiment_score":0.17471731205781302,"channel":1,"num_words":3,"start":11.599999,"end":12.405},{"sentences":[{"text":"Hi.","start":13.085,"end":13.245,"sentiment":"neutral","sentiment_score":0.2940586805343628},{"text":"How are you today?","start":13.245,"end":14.385,"sentiment":"neutral","sentiment_score":0.30929068475961685}],"sentiment":"neutral","sentiment_score":0.30624428391456604,"channel":0,"num_words":5,"start":13.085,"end":14.385},{"sentences":[{"text":"Oh, good.","start":14.885,"end":15.365,"sentiment":"positive","sentiment_score":0.34949804842472076},{"text":"How yourself?","start":15.365,"end":15.945,"sentiment":"neutral","sentiment_score":0.25148364156484604}],"sentiment":"neutral","sentiment_score":0.3004908449947834,"channel":1,"num_words":4,"start":14.885,"end":15.945},{"sentences":[{"text":"That's great to hear.","start":16.365,"end":17.325,"sentiment":"positive","sentiment_score":0.7044156193733215},{"text":"I'm fine.","start":17.325,"end":17.805,"sentiment":"positive","sentiment_score":0.44274967908859253},{"text":"Thank you so much for answering my phone call.","start":17.805,"end":19.805,"sentiment":"positive","sentiment_score":0.5175576673613654},{"text":"This is like a quick chat to see if there are any issues with your nominated payment method because we tried to process your Internet bill.","start":19.805,"end":29.09,"sentiment":"neutral","sentiment_score":0.0617304273809378},{"text":"However, it was declined.","start":29.47,"end":30.77,"sentiment":"neutral","sentiment_score":-0.2645341381430626}],"sentiment":"neutral","sentiment_score":0.19795634225010872,"channel":0,"num_words":45,"start":16.365,"end":30.77},{"sentences":[{"text":"So it's still showing overdue as of this moment.","start":31.23,"end":34.69,"sentiment":"neutral","sentiment_score":-0.2030605309539371}],"sentiment":"neutral","sentiment_score":-0.2030605309539371,"channel":0,"num_words":9,"start":31.23,"end":34.69},{"sentences":[{"text":"Is the Internet one?","start":35.51,"end":37.125,"sentiment":"neutral","sentiment_score":-0.046731531620025635},{"text":"I","start":37.125,"end":37.625,"sentiment":"neutral","sentiment_score":-0.015643633902072906}],"sentiment":"neutral","sentiment_score":-0.040513952076435086,"channel":1,"num_words":5,"start":35.51,"end":37.625},{"sentences":[{"text":"Yes.","start":38.165,"end":38.485,"sentiment":"neutral","sentiment_score":-0.009116359055042269},{"text":"Your invoice for your Internet service.","start":38.485,"end":41.145,"sentiment":"neutral","sentiment_score":-0.03821869815389315}],"sentiment":"neutral","sentiment_score":-0.0340612211397716,"channel":0,"num_words":7,"start":38.165,"end":41.145},{"sentences":[{"text":"but we have auto payment.","start":41.685,"end":44.645,"sentiment":"neutral","sentiment_score":-0.0535787932574749},{"text":"How to debit?","start":44.645,"end":45.364998,"sentiment":"neutral","sentiment_score":-0.06300900255640347},{"text":"What happened with that?","start":45.364998,"end":46.405,"sentiment":"neutral","sentiment_score":-0.09851065650582314},{"text":"I I didn't check","start":46.405,"end":47.285,"sentiment":"neutral","sentiment_score":-0.09094294533133507}],"sentiment":"neutral","sentiment_score":-0.07592096133157611,"channel":1,"num_words":16,"start":41.685,"end":47.285},{"sentences":[{"text":"Yeah.","start":47.045002,"end":47.545002,"sentiment":"neutral","sentiment_score":-0.06820542365312576}],"sentiment":"neutral","sentiment_score":-0.06820542365312576,"channel":0,"num_words":1,"start":47.045002,"end":47.545002},{"sentences":[{"text":"it.","start":47.285,"end":47.525,"sentiment":"neutral","sentiment_score":-0.056370534002780914},{"text":"Okay.","start":47.525,"end":48.025,"sentiment":"neutral","sentiment_score":-0.029456332325935364},{"text":"Let me let me see, and I I will pay manually.","start":48.485,"end":52.170002,"sentiment":"neutral","sentiment_score":-0.0266339336945252},{"text":"Can you check from your side that the auto debit payment is on?","start":53.11,"end":58.39,"sentiment":"neutral","sentiment_score":-0.033205032062072024},{"text":"Because last","start":58.39,"end":59.670002,"sentiment":"neutral","sentiment_score":-0.021941292099654675}],"sentiment":"neutral","sentiment_score":-0.030512433499097824,"channel":1,"num_words":28,"start":47.285,"end":59.670002},{"sentences":[{"text":"Yes.","start":59.58,"end":60.08,"sentiment":"neutral","sentiment_score":-0.024018267169594765}],"sentiment":"neutral","sentiment_score":-0.024018267169594765,"channel":0,"num_words":1,"start":59.58,"end":60.08},{"sentences":[{"text":"month","start":59.670002,"end":59.99,"sentiment":"neutral","sentiment_score":-0.0342443510890007}],"sentiment":"neutral","sentiment_score":-0.0342443510890007,"channel":1,"num_words":1,"start":59.670002,"end":59.99},{"sentences":[{"text":"We've tried to process it using your Mastercard.","start":61.02,"end":64.16,"sentiment":"neutral","sentiment_score":-0.08386526117101312},{"text":"Last","start":64.700005,"end":65.020004,"sentiment":"neutral","sentiment_score":-0.10089915990829468}],"sentiment":"neutral","sentiment_score":-0.08575791658626662,"channel":0,"num_words":9,"start":61.02,"end":65.020004},{"sentences":[{"text":"yep.","start":64.950005,"end":65.325,"sentiment":"neutral","sentiment_score":-0.1021871566772461}],"sentiment":"neutral","sentiment_score":-0.1021871566772461,"channel":1,"num_words":1,"start":64.950005,"end":65.325},{"sentences":[{"text":"four digits, 2813, but it was declined.","start":65.020004,"end":68.240005,"sentiment":"neutral","sentiment_score":-0.13914097526243754}],"sentiment":"neutral","sentiment_score":-0.13914097526243754,"channel":0,"num_words":7,"start":65.020004,"end":68.240005},{"sentences":[{"text":"Maybe yeah.","start":70.604996,"end":71.485,"sentiment":"neutral","sentiment_score":-0.1485225409269333},{"text":"We made some big payments this month.","start":71.485,"end":73.725,"sentiment":"neutral","sentiment_score":-0.17414674375738418},{"text":"Maybe the card was sent to me.","start":73.725,"end":75.405,"sentiment":"neutral","sentiment_score":-0.11887392295258385},{"text":"Let me check.","start":75.405,"end":76.225,"sentiment":"neutral","sentiment_score":-0.0335671603679657},{"text":"Okay.","start":76.445,"end":76.765,"sentiment":"neutral","sentiment_score":0.003555508330464363}],"sentiment":"neutral","sentiment_score":-0.12226678607985378,"channel":1,"num_words":20,"start":70.604996,"end":76.765},{"sentences":[{"text":"Thank you for calling me.","start":76.765,"end":77.965,"sentiment":"neutral","sentiment_score":0.09770013689994812},{"text":"I pay","start":77.965,"end":78.545,"sentiment":"neutral","sentiment_score":0.01584872603416443}],"sentiment":"neutral","sentiment_score":0.0743140195097242,"channel":1,"num_words":7,"start":76.765,"end":78.545},{"sentences":[{"text":"Uh-huh.","start":78.195,"end":78.595,"sentiment":"neutral","sentiment_score":0.004814644809812307},{"text":"Alright.","start":78.595,"end":79.095,"sentiment":"neutral","sentiment_score":0.0473518930375576}],"sentiment":"neutral","sentiment_score":0.026083268923684955,"channel":0,"num_words":2,"start":78.195,"end":79.095},{"sentences":[{"text":"for today.","start":79.16499,"end":79.725,"sentiment":"neutral","sentiment_score":0.041941458359360695}],"sentiment":"neutral","sentiment_score":0.041941458359360695,"channel":1,"num_words":2,"start":79.16499,"end":79.725},{"sentences":[{"text":"You'll","start":79.475,"end":79.795,"sentiment":"neutral","sentiment_score":0.04777887463569641}],"sentiment":"neutral","sentiment_score":0.04777887463569641,"channel":0,"num_words":1,"start":79.475,"end":79.795},{"sentences":[{"text":"Thank","start":79.725,"end":79.884995,"sentiment":"neutral","sentiment_score":0.04564704000949859}],"sentiment":"neutral","sentiment_score":0.04564704000949859,"channel":1,"num_words":1,"start":79.725,"end":79.884995},{"sentences":[{"text":"pay","start":79.795,"end":80.035,"sentiment":"neutral","sentiment_score":0.05740600824356079}],"sentiment":"neutral","sentiment_score":0.05740600824356079,"channel":0,"num_words":1,"start":79.795,"end":80.035},{"sentences":[{"text":"you.","start":79.884995,"end":80.384995,"sentiment":"neutral","sentiment_score":0.03196563571691513}],"sentiment":"neutral","sentiment_score":0.03196563571691513,"channel":1,"num_words":1,"start":79.884995,"end":80.384995},{"sentences":[{"text":"manually?","start":80.035,"end":80.535,"sentiment":"neutral","sentiment_score":0.03728451579809189},{"text":"Alright.","start":80.995,"end":81.495,"sentiment":"neutral","sentiment_score":0.02845366857945919},{"text":"Sure.","start":81.555,"end":81.955,"sentiment":"neutral","sentiment_score":0.03486723080277443},{"text":"We'll wait for your payment.","start":81.955,"end":83.155,"sentiment":"neutral","sentiment_score":0.04064540676772595},{"text":"Okay?","start":83.155,"end":83.655,"sentiment":"neutral","sentiment_score":0.053744472563266754}],"sentiment":"neutral","sentiment_score":0.039730769064691335,"channel":0,"num_words":9,"start":80.035,"end":83.655},{"sentences":[{"text":"Thank","start":84.59294,"end":84.75294,"sentiment":"neutral","sentiment_score":0.26722121238708496}],"sentiment":"neutral","sentiment_score":0.26722121238708496,"channel":0,"num_words":1,"start":84.59294,"end":84.75294},{"sentences":[{"text":"Thank","start":84.64294,"end":84.88294,"sentiment":"positive","sentiment_score":0.3659250736236572}],"sentiment":"positive","sentiment_score":0.3659250736236572,"channel":1,"num_words":1,"start":84.64294,"end":84.88294},{"sentences":[{"text":"you","start":84.75294,"end":84.91294,"sentiment":"positive","sentiment_score":0.34664425253868103}],"sentiment":"positive","sentiment_score":0.34664425253868103,"channel":0,"num_words":1,"start":84.75294,"end":84.91294},{"sentences":[{"text":"you.","start":84.88294,"end":85.38294,"sentiment":"neutral","sentiment_score":0.31658241152763367}],"sentiment":"neutral","sentiment_score":0.31658241152763367,"channel":1,"num_words":1,"start":84.88294,"end":85.38294},{"sentences":[{"text":"so much.","start":84.91294,"end":85.65294,"sentiment":"positive","sentiment_score":0.3468964397907257}],"sentiment":"positive","sentiment_score":0.3468964397907257,"channel":0,"num_words":2,"start":84.91294,"end":85.65294},{"sentences":[{"text":"Bye.","start":85.76294,"end":86.26294,"sentiment":"neutral","sentiment_score":0.2400537133216858}],"sentiment":"neutral","sentiment_score":0.2400537133216858,"channel":1,"num_words":1,"start":85.76294,"end":86.26294},{"sentences":[{"text":"Have a good one.","start":85.79294,"end":86.59294,"sentiment":"positive","sentiment_score":0.3971974328160286},{"text":"Be safe.","start":86.59294,"end":87.31294,"sentiment":"neutral","sentiment_score":0.26370256394147873},{"text":"Bye bye.","start":87.31294,"end":87.97294,"sentiment":"neutral","sentiment_score":0.11609935760498047}],"sentiment":"neutral","sentiment_score":0.2935491967946291,"channel":0,"num_words":8,"start":85.79294,"end":87.97294}]},"summary":{"result":"success","short":"A representative from Airtel accounts calls a customer named Alejandro Monzo to discuss issues with his internet bill. The customer explains that his internet service was declined and he has difficulty paying online. The representative tries to verify the auto-pay method and promises to manually pay the bill."},"intents":{"segments":[{"text":"Thank you so much for answering my phone call. This is like a quick chat to see if there are any issues with your nominated payment method because we tried to process your Internet bill. However, it was declined. So it's still showing overdue as of this moment. Is the Internet one?","start_word":37,"end_word":88,"intents":[{"intent":"Request assistance with payment process","confidence_score":0.000061144005}]},{"text":"This is like a quick chat to see if there are any issues with your nominated payment method because we tried to process your Internet bill. However, it was declined. So it's still showing overdue as of this moment. Is the Internet one?","start_word":46,"end_word":88,"intents":[{"intent":"Request assistance with payment issue","confidence_score":0.00015412983}]}]},"sentiments":{"segments":[{"text":"Hi. Alex speaking. Hi. Good afternoon. This is Airtel accounts. My name is Melissa speaking to Alejandro Monzo. Right? Yeah. That's right. Hi. How are you today?","start_word":0,"end_word":26,"sentiment":"neutral","sentiment_score":0.1735326051712036},{"text":"Oh, good.","start_word":27,"end_word":28,"sentiment":"positive","sentiment_score":0.34949803352355957},{"text":"How yourself?","start_word":29,"end_word":30,"sentiment":"neutral","sentiment_score":0.2567300796508789},{"text":"That's great to hear. I'm fine. Thank you so much for answering my phone call.","start_word":31,"end_word":45,"sentiment":"positive","sentiment_score":0.557018518447876},{"text":"This is like a quick chat to see if there are any issues with your nominated payment method because we tried to process your Internet bill. However, it was declined. So it's still showing overdue as of this moment. Is the Internet one? I Yes. Your invoice for your Internet service. but we have auto payment. How to debit? What happened with that? I I didn't check Yeah. it. Okay. Let me let me see, and I I will pay manually. Can you check from your side that the auto debit payment is on? Because last Yes. month We've tried to process it using your Mastercard. Last yep. four digits, 2813, but it was declined. Maybe yeah. We made some big payments this month. Maybe the card was sent to me. Let me check. Okay. Thank you for calling me. I pay Uh-huh. Alright. for today. You'll Thank pay you. manually? Alright. Sure. We'll wait for your payment. Okay? Thank Thank you you.","start_word":46,"end_word":208,"sentiment":"neutral","sentiment_score":-0.035466838628053665},{"text":"so much.","start_word":209,"end_word":210,"sentiment":"positive","sentiment_score":0.34805819392204285},{"text":"Bye.","start_word":211,"end_word":211,"sentiment":"neutral","sentiment_score":0.2400537133216858},{"text":"Have a good one.","start_word":212,"end_word":215,"sentiment":"positive","sentiment_score":0.3964632451534271},{"text":"Be safe. Bye bye.","start_word":216,"end_word":219,"sentiment":"neutral","sentiment_score":0.176683247089386}],"average":{"sentiment":"neutral","sentiment_score":0.06023910687803853}}}}