{"metadata":{"transaction_key":"deprecated","request_id":"019f1679-8dc2-78c3-9e44-257f797e5764","sha256":"061af1221c5e3425833b35c9e2af8d07486aaacf3a6501ff02d8d4ba7734276c","created":"2026-06-30T03:01:33.998Z","duration":47.591938,"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":135,"output_tokens":61},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":149,"output_tokens":149},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":149,"output_tokens":14}},"results":{"channels":[{"alternatives":[{"transcript":"Hello. Good morning. This is Marie from Ortho tech support. How can I assist you today? Mhmm. Actually, as of the moment, they're still investigating the issue. We still do not have an estimated time for the restoration of this. Yeah. But I'll assure you, I'll update you ASAP once there's an update from the network team or the technician that's fixing the issue. Mhmm. Okay. You're welcome. Sorry for the","confidence":0.9980469,"words":[{"word":"hello","start":1.12,"end":1.62,"confidence":0.97924805,"punctuated_word":"Hello.","sentiment":"neutral","sentiment_score":0.19132034480571747},{"word":"good","start":1.68,"end":2.0,"confidence":1.0,"punctuated_word":"Good","sentiment":"positive","sentiment_score":0.5012286305427551},{"word":"morning","start":2.0,"end":2.5,"confidence":0.9995117,"punctuated_word":"morning.","sentiment":"positive","sentiment_score":0.43839073181152344},{"word":"this","start":2.56,"end":2.8,"confidence":1.0,"punctuated_word":"This","sentiment":"positive","sentiment_score":0.39447376132011414},{"word":"is","start":2.8,"end":2.96,"confidence":1.0,"punctuated_word":"is","sentiment":"positive","sentiment_score":0.4081828594207764},{"word":"marie","start":2.96,"end":3.28,"confidence":0.8642578,"punctuated_word":"Marie","sentiment":"positive","sentiment_score":0.4550562798976898},{"word":"from","start":3.28,"end":3.6799998,"confidence":1.0,"punctuated_word":"from","sentiment":"positive","sentiment_score":0.4956839084625244},{"word":"ortho","start":3.6799998,"end":4.16,"confidence":0.79418945,"punctuated_word":"Ortho","sentiment":"positive","sentiment_score":0.4668094515800476},{"word":"tech","start":4.16,"end":4.4,"confidence":0.84277344,"punctuated_word":"tech","sentiment":"neutral","sentiment_score":0.2722477316856384},{"word":"support","start":4.4,"end":4.9,"confidence":1.0,"punctuated_word":"support.","sentiment":"positive","sentiment_score":0.3562738299369812},{"word":"how","start":5.68,"end":5.8399997,"confidence":1.0,"punctuated_word":"How","sentiment":"positive","sentiment_score":0.4288208484649658},{"word":"can","start":5.8399997,"end":6.0,"confidence":1.0,"punctuated_word":"can","sentiment":"positive","sentiment_score":0.43917933106422424},{"word":"i","start":6.0,"end":6.16,"confidence":0.9980469,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.43859654664993286},{"word":"assist","start":6.16,"end":6.3999996,"confidence":1.0,"punctuated_word":"assist","sentiment":"positive","sentiment_score":0.4106709063053131},{"word":"you","start":6.3999996,"end":6.56,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.40035730600357056},{"word":"today","start":6.56,"end":7.06,"confidence":1.0,"punctuated_word":"today?","sentiment":"neutral","sentiment_score":0.29068124294281006},{"word":"mhmm","start":12.225,"end":12.725,"confidence":0.9532471,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":-0.02887725830078125},{"word":"actually","start":19.585,"end":19.985,"confidence":0.91967773,"punctuated_word":"Actually,","sentiment":"neutral","sentiment_score":-0.14597684144973755},{"word":"as","start":19.985,"end":20.225,"confidence":1.0,"punctuated_word":"as","sentiment":"neutral","sentiment_score":-0.23535901308059692},{"word":"of","start":20.225,"end":20.465,"confidence":0.99902344,"punctuated_word":"of","sentiment":"neutral","sentiment_score":-0.2396376132965088},{"word":"the","start":20.465,"end":20.625,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.1875512897968292},{"word":"moment","start":20.625,"end":21.125,"confidence":0.98657227,"punctuated_word":"moment,","sentiment":"neutral","sentiment_score":-0.2228606939315796},{"word":"they're","start":21.345001,"end":21.585,"confidence":0.9411621,"punctuated_word":"they're","sentiment":"neutral","sentiment_score":-0.22644779086112976},{"word":"still","start":21.585,"end":21.904999,"confidence":0.9980469,"punctuated_word":"still","sentiment":"neutral","sentiment_score":-0.2645877003669739},{"word":"investigating","start":21.904999,"end":22.404999,"confidence":1.0,"punctuated_word":"investigating","sentiment":"neutral","sentiment_score":-0.19174601137638092},{"word":"the","start":22.625,"end":22.865,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.2719230055809021},{"word":"issue","start":22.865,"end":23.365,"confidence":0.9885254,"punctuated_word":"issue.","sentiment":"neutral","sentiment_score":-0.2284461259841919},{"word":"we","start":23.505001,"end":23.744999,"confidence":0.5961914,"punctuated_word":"We","sentiment":"neutral","sentiment_score":-0.1883310228586197},{"word":"still","start":23.744999,"end":23.985,"confidence":0.9951172,"punctuated_word":"still","sentiment":"neutral","sentiment_score":-0.2857500910758972},{"word":"do","start":23.985,"end":24.145,"confidence":0.9951172,"punctuated_word":"do","sentiment":"neutral","sentiment_score":-0.3061367869377136},{"word":"not","start":24.145,"end":24.385,"confidence":0.9980469,"punctuated_word":"not","sentiment":"neutral","sentiment_score":-0.3026776909828186},{"word":"have","start":24.385,"end":24.625,"confidence":1.0,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.3146466016769409},{"word":"an","start":24.625,"end":24.865,"confidence":0.99609375,"punctuated_word":"an","sentiment":"neutral","sentiment_score":-0.3099631667137146},{"word":"estimated","start":24.865,"end":25.365,"confidence":0.9980469,"punctuated_word":"estimated","sentiment":"neutral","sentiment_score":-0.29577356576919556},{"word":"time","start":25.505001,"end":25.744999,"confidence":1.0,"punctuated_word":"time","sentiment":"neutral","sentiment_score":-0.26655179262161255},{"word":"for","start":25.744999,"end":25.904999,"confidence":1.0,"punctuated_word":"for","sentiment":"negative","sentiment_score":-0.33878862857818604},{"word":"the","start":25.904999,"end":26.145,"confidence":0.9980469,"punctuated_word":"the","sentiment":"negative","sentiment_score":-0.3773103058338166},{"word":"restoration","start":26.145,"end":26.645,"confidence":0.99902344,"punctuated_word":"restoration","sentiment":"neutral","sentiment_score":-0.19541741907596588},{"word":"of","start":26.865,"end":27.105,"confidence":1.0,"punctuated_word":"of","sentiment":"neutral","sentiment_score":-0.3276858925819397},{"word":"this","start":27.105,"end":27.51,"confidence":0.9975586,"punctuated_word":"this.","sentiment":"negative","sentiment_score":-0.35329902172088623},{"word":"yeah","start":30.470001,"end":30.95,"confidence":0.9567871,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.07783031463623047},{"word":"but","start":30.95,"end":31.45,"confidence":0.99902344,"punctuated_word":"But","sentiment":"neutral","sentiment_score":-0.028237901628017426},{"word":"i'll","start":32.15,"end":32.39,"confidence":0.8652344,"punctuated_word":"I'll","sentiment":"neutral","sentiment_score":0.04863129183650017},{"word":"assure","start":32.39,"end":32.79,"confidence":0.9560547,"punctuated_word":"assure","sentiment":"neutral","sentiment_score":0.08019784837961197},{"word":"you","start":32.79,"end":33.11,"confidence":0.66967773,"punctuated_word":"you,","sentiment":"neutral","sentiment_score":0.08477672934532166},{"word":"i'll","start":33.11,"end":33.19,"confidence":0.9355469,"punctuated_word":"I'll","sentiment":"neutral","sentiment_score":0.12810030579566956},{"word":"update","start":33.19,"end":33.59,"confidence":0.9941406,"punctuated_word":"update","sentiment":"neutral","sentiment_score":0.11681897193193436},{"word":"you","start":33.59,"end":33.75,"confidence":0.99316406,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.06866313517093658},{"word":"asap","start":33.75,"end":34.25,"confidence":0.85546875,"punctuated_word":"ASAP","sentiment":"neutral","sentiment_score":0.05116166174411774},{"word":"once","start":34.79,"end":35.11,"confidence":0.97802734,"punctuated_word":"once","sentiment":"neutral","sentiment_score":0.01840841770172119},{"word":"there's","start":35.11,"end":35.43,"confidence":0.90625,"punctuated_word":"there's","sentiment":"neutral","sentiment_score":0.06059185788035393},{"word":"an","start":35.43,"end":35.67,"confidence":0.9980469,"punctuated_word":"an","sentiment":"neutral","sentiment_score":0.052727192640304565},{"word":"update","start":35.67,"end":36.17,"confidence":1.0,"punctuated_word":"update","sentiment":"neutral","sentiment_score":0.0511893704533577},{"word":"from","start":36.55,"end":36.87,"confidence":1.0,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.06120021641254425},{"word":"the","start":36.87,"end":37.27,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.006934985518455505},{"word":"network","start":37.27,"end":37.77,"confidence":0.9941406,"punctuated_word":"network","sentiment":"neutral","sentiment_score":0.0123244971036911},{"word":"team","start":37.83,"end":38.07,"confidence":0.99902344,"punctuated_word":"team","sentiment":"neutral","sentiment_score":-0.06015023589134216},{"word":"or","start":38.07,"end":38.39,"confidence":0.9951172,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.059030719101428986},{"word":"the","start":38.39,"end":38.786938,"confidence":0.99902344,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.0400473028421402},{"word":"technician","start":39.18694,"end":39.68694,"confidence":1.0,"punctuated_word":"technician","sentiment":"neutral","sentiment_score":0.04701283574104309},{"word":"that's","start":40.626938,"end":40.946938,"confidence":0.9460449,"punctuated_word":"that's","sentiment":"neutral","sentiment_score":0.07824750989675522},{"word":"fixing","start":40.946938,"end":41.34694,"confidence":1.0,"punctuated_word":"fixing","sentiment":"neutral","sentiment_score":0.0006471574306488037},{"word":"the","start":41.34694,"end":41.586937,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.023793838918209076},{"word":"issue","start":41.586937,"end":42.086937,"confidence":0.7922363,"punctuated_word":"issue.","sentiment":"neutral","sentiment_score":-0.007788877934217453},{"word":"mhmm","start":43.66694,"end":44.16694,"confidence":0.8876953,"punctuated_word":"Mhmm.","sentiment":"positive","sentiment_score":0.3453039824962616},{"word":"okay","start":45.186935,"end":45.686935,"confidence":0.9680176,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.2100837081670761},{"word":"you're","start":45.906937,"end":46.14694,"confidence":0.99609375,"punctuated_word":"You're","sentiment":"positive","sentiment_score":0.3466127812862396},{"word":"welcome","start":46.14694,"end":46.64694,"confidence":0.99902344,"punctuated_word":"welcome.","sentiment":"positive","sentiment_score":0.44847580790519714},{"word":"sorry","start":46.706936,"end":47.02694,"confidence":0.97509766,"punctuated_word":"Sorry","sentiment":"neutral","sentiment_score":0.1241096630692482},{"word":"for","start":47.02694,"end":47.186935,"confidence":0.99316406,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.04547300934791565},{"word":"the","start":47.186935,"end":47.591938,"confidence":0.9116211,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.044609129428863525}],"paragraphs":{"transcript":"\nHello. Good morning. This is Marie from Ortho tech support. How can I assist you today? Mhmm.\n\nActually, as of the moment, they're still investigating the issue. We still do not have an estimated time for the restoration of this. Yeah. But I'll assure you, I'll update you ASAP once there's an update from the network team or the technician that's fixing the issue. Mhmm.\n\nOkay. You're welcome. Sorry for the","paragraphs":[{"sentences":[{"text":"Hello.","start":1.12,"end":1.62,"sentiment":"neutral","sentiment_score":0.19132034480571747},{"text":"Good morning.","start":1.68,"end":2.5,"sentiment":"positive","sentiment_score":0.4698096811771393},{"text":"This is Marie from Ortho tech support.","start":2.56,"end":4.9,"sentiment":"positive","sentiment_score":0.40696111747196745},{"text":"How can I assist you today?","start":5.68,"end":7.06,"sentiment":"positive","sentiment_score":0.4013843635718028},{"text":"Mhmm.","start":12.225,"end":12.725,"sentiment":"neutral","sentiment_score":-0.02887725830078125}],"sentiment":"positive","sentiment_score":0.3740644972114002,"num_words":17,"start":1.12,"end":12.725},{"sentences":[{"text":"Actually, as of the moment, they're still investigating the issue.","start":19.585,"end":23.365,"sentiment":"neutral","sentiment_score":-0.22145360857248306},{"text":"We still do not have an estimated time for the restoration of this.","start":23.505001,"end":27.51,"sentiment":"neutral","sentiment_score":-0.29710246049440825},{"text":"Yeah.","start":30.470001,"end":30.95,"sentiment":"neutral","sentiment_score":-0.07783031463623047},{"text":"But I'll assure you, I'll update you ASAP once there's an update from the network team or the technician that's fixing the issue.","start":30.95,"end":42.086937,"sentiment":"neutral","sentiment_score":0.04055961658773215},{"text":"Mhmm.","start":43.66694,"end":44.16694,"sentiment":"positive","sentiment_score":0.3453039824962616}],"sentiment":"neutral","sentiment_score":-0.10159423380779724,"num_words":48,"start":19.585,"end":44.16694},{"sentences":[{"text":"Okay.","start":45.186935,"end":45.686935,"sentiment":"neutral","sentiment_score":0.2100837081670761},{"text":"You're welcome.","start":45.906937,"end":46.64694,"sentiment":"positive","sentiment_score":0.3975442945957184},{"text":"Sorry for the","start":46.706936,"end":47.591938,"sentiment":"neutral","sentiment_score":0.04165784766276678}],"sentiment":"neutral","sentiment_score":0.1883576400578022,"num_words":6,"start":45.186935,"end":47.591938}]}}]},{"alternatives":[{"transcript":"Hi, Maureen. Sonia here. You called me before one and half hour. Do you have any idea when you guys will restore services? Uh-huh. No estimation time. Okay. Thank you, Martin.","confidence":0.99609375,"words":[{"word":"hi","start":7.52,"end":7.8399997,"confidence":0.99609375,"punctuated_word":"Hi,","sentiment":"neutral","sentiment_score":0.0848599523305893},{"word":"maureen","start":7.8399997,"end":8.24,"confidence":0.9581706,"punctuated_word":"Maureen.","sentiment":"neutral","sentiment_score":0.05860685557126999},{"word":"sonia","start":8.24,"end":8.74,"confidence":0.9316406,"punctuated_word":"Sonia","sentiment":"neutral","sentiment_score":0.0624166801571846},{"word":"here","start":8.88,"end":9.28,"confidence":0.96850586,"punctuated_word":"here.","sentiment":"neutral","sentiment_score":0.08098580688238144},{"word":"you","start":9.28,"end":9.44,"confidence":1.0,"punctuated_word":"You","sentiment":"neutral","sentiment_score":0.005983538925647736},{"word":"called","start":9.44,"end":9.84,"confidence":0.9951172,"punctuated_word":"called","sentiment":"neutral","sentiment_score":0.01988636702299118},{"word":"me","start":9.84,"end":10.16,"confidence":0.99902344,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.013956163078546524},{"word":"before","start":10.16,"end":10.639999,"confidence":1.0,"punctuated_word":"before","sentiment":"neutral","sentiment_score":-0.009081125259399414},{"word":"one","start":10.639999,"end":10.88,"confidence":0.97265625,"punctuated_word":"one","sentiment":"neutral","sentiment_score":-0.0324641577899456},{"word":"and","start":10.88,"end":11.12,"confidence":0.9819336,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.04062316566705704},{"word":"half","start":11.12,"end":11.36,"confidence":0.7441406,"punctuated_word":"half","sentiment":"neutral","sentiment_score":-0.03158287703990936},{"word":"hour","start":11.36,"end":11.86,"confidence":0.98706055,"punctuated_word":"hour.","sentiment":"neutral","sentiment_score":-0.027622001245617867},{"word":"do","start":14.215,"end":14.535,"confidence":0.94921875,"punctuated_word":"Do","sentiment":"neutral","sentiment_score":-0.05344052612781525},{"word":"you","start":14.535,"end":14.695,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.06439179927110672},{"word":"have","start":14.695,"end":14.775,"confidence":1.0,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.05379015952348709},{"word":"any","start":14.775,"end":15.095,"confidence":1.0,"punctuated_word":"any","sentiment":"neutral","sentiment_score":-0.04881744086742401},{"word":"idea","start":15.095,"end":15.415,"confidence":1.0,"punctuated_word":"idea","sentiment":"neutral","sentiment_score":-0.08198922127485275},{"word":"when","start":15.415,"end":15.655001,"confidence":0.99902344,"punctuated_word":"when","sentiment":"neutral","sentiment_score":-0.06964541226625443},{"word":"you","start":15.655001,"end":15.815001,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.08247749507427216},{"word":"guys","start":15.815001,"end":16.055,"confidence":0.9980469,"punctuated_word":"guys","sentiment":"neutral","sentiment_score":-0.09594902396202087},{"word":"will","start":16.055,"end":16.375,"confidence":1.0,"punctuated_word":"will","sentiment":"neutral","sentiment_score":-0.06196795776486397},{"word":"restore","start":16.375,"end":16.875,"confidence":0.9970703,"punctuated_word":"restore","sentiment":"neutral","sentiment_score":-0.03838541358709335},{"word":"services","start":17.015,"end":17.515,"confidence":0.9995117,"punctuated_word":"services?","sentiment":"neutral","sentiment_score":-0.07391009479761124},{"word":"uh-huh","start":23.654999,"end":24.15,"confidence":0.9430664,"punctuated_word":"Uh-huh.","sentiment":"neutral","sentiment_score":-0.17022594809532166},{"word":"no","start":28.31,"end":28.63,"confidence":0.99316406,"punctuated_word":"No","sentiment":"negative","sentiment_score":-0.34573546051979065},{"word":"estimation","start":28.63,"end":29.13,"confidence":0.9970703,"punctuated_word":"estimation","sentiment":"neutral","sentiment_score":-0.28733178973197937},{"word":"time","start":29.27,"end":29.77,"confidence":0.9885254,"punctuated_word":"time.","sentiment":"neutral","sentiment_score":-0.2999800145626068},{"word":"okay","start":42.80694,"end":43.286938,"confidence":0.828125,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.2518545687198639},{"word":"thank","start":43.286938,"end":43.526936,"confidence":0.99902344,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.5447602272033691},{"word":"you","start":43.526936,"end":43.766937,"confidence":0.99560547,"punctuated_word":"you,","sentiment":"positive","sentiment_score":0.4187504649162293},{"word":"martin","start":43.766937,"end":44.266937,"confidence":0.6456299,"punctuated_word":"Martin.","sentiment":"neutral","sentiment_score":0.25540003180503845}],"paragraphs":{"transcript":"\nHi, Maureen. Sonia here. You called me before one and half hour. Do you have any idea when you guys will restore services? Uh-huh.\n\nNo estimation time. Okay. Thank you, Martin.","paragraphs":[{"sentences":[{"text":"Hi, Maureen.","start":7.52,"end":8.24,"sentiment":"neutral","sentiment_score":0.07173340395092964},{"text":"Sonia here.","start":8.24,"end":9.28,"sentiment":"neutral","sentiment_score":0.07170124351978302},{"text":"You called me before one and half hour.","start":9.28,"end":11.86,"sentiment":"neutral","sentiment_score":-0.01269340724684298},{"text":"Do you have any idea when you guys will restore services?","start":14.215,"end":17.515,"sentiment":"neutral","sentiment_score":-0.0658876858651638},{"text":"Uh-huh.","start":23.654999,"end":24.15,"sentiment":"neutral","sentiment_score":-0.17022594809532166}],"sentiment":"neutral","sentiment_score":-0.02956951898522675,"num_words":24,"start":7.52,"end":24.15},{"sentences":[{"text":"No estimation time.","start":28.31,"end":29.77,"sentiment":"neutral","sentiment_score":-0.3110157549381256},{"text":"Okay.","start":42.80694,"end":43.286938,"sentiment":"neutral","sentiment_score":0.2518545687198639},{"text":"Thank you, Martin.","start":43.286938,"end":44.266937,"sentiment":"positive","sentiment_score":0.4063035746415456}],"sentiment":"neutral","sentiment_score":0.07681686111858912,"num_words":7,"start":28.31,"end":44.266937}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Marie from Ortho tech support. How can I assist you today?\n\nChannel 1: Hi, Maureen. Sonia here. You called me before one and half hour.\n\nChannel 0: Mhmm.\n\nChannel 1: Do you have any idea when you guys will restore services?\n\nChannel 0: Actually, as of the moment, they're still investigating the issue. We\n\nChannel 1: Uh-huh.\n\nChannel 0: still do not have an estimated time for the restoration of this.\n\nChannel 1: No estimation time.\n\nChannel 0: Yeah. But I'll assure you, I'll update you ASAP once there's an update from the network team or the technician that's fixing the issue.\n\nChannel 1: Okay. Thank you,\n\nChannel 0: Mhmm.\n\nChannel 1: Martin.\n\nChannel 0: Okay. You're welcome. Sorry for the","paragraphs":[{"sentences":[{"text":"Hello.","start":1.12,"end":1.62,"sentiment":"neutral","sentiment_score":0.19132034480571747},{"text":"Good morning.","start":1.68,"end":2.5,"sentiment":"positive","sentiment_score":0.4698096811771393},{"text":"This is Marie from Ortho tech support.","start":2.56,"end":4.9,"sentiment":"positive","sentiment_score":0.40696111747196745},{"text":"How can I assist you today?","start":5.68,"end":7.06,"sentiment":"positive","sentiment_score":0.4013843635718028}],"sentiment":"positive","sentiment_score":0.39924835693091154,"channel":0,"num_words":16,"start":1.12,"end":7.06},{"sentences":[{"text":"Hi, Maureen.","start":7.52,"end":8.24,"sentiment":"neutral","sentiment_score":0.07173340395092964},{"text":"Sonia here.","start":8.24,"end":9.28,"sentiment":"neutral","sentiment_score":0.07170124351978302},{"text":"You called me before one and half hour.","start":9.28,"end":11.86,"sentiment":"neutral","sentiment_score":-0.01269340724684298}],"sentiment":"neutral","sentiment_score":0.01544350308055679,"channel":1,"num_words":12,"start":7.52,"end":11.86},{"sentences":[{"text":"Mhmm.","start":12.225,"end":12.725,"sentiment":"neutral","sentiment_score":-0.02887725830078125}],"sentiment":"neutral","sentiment_score":-0.02887725830078125,"channel":0,"num_words":1,"start":12.225,"end":12.725},{"sentences":[{"text":"Do you have any idea when you guys will restore services?","start":14.215,"end":17.515,"sentiment":"neutral","sentiment_score":-0.0658876858651638}],"sentiment":"neutral","sentiment_score":-0.0658876858651638,"channel":1,"num_words":11,"start":14.215,"end":17.515},{"sentences":[{"text":"Actually, as of the moment, they're still investigating the issue.","start":19.585,"end":23.365,"sentiment":"neutral","sentiment_score":-0.22145360857248306},{"text":"We","start":23.505001,"end":23.744999,"sentiment":"neutral","sentiment_score":-0.1883310228586197}],"sentiment":"neutral","sentiment_score":-0.2184424644166773,"channel":0,"num_words":11,"start":19.585,"end":23.744999},{"sentences":[{"text":"Uh-huh.","start":23.654999,"end":24.15,"sentiment":"neutral","sentiment_score":-0.17022594809532166}],"sentiment":"neutral","sentiment_score":-0.17022594809532166,"channel":1,"num_words":1,"start":23.654999,"end":24.15},{"sentences":[{"text":"still do not have an estimated time for the restoration of this.","start":23.744999,"end":27.51,"sentiment":"neutral","sentiment_score":-0.30616674696405727}],"sentiment":"neutral","sentiment_score":-0.30616674696405727,"channel":0,"num_words":12,"start":23.744999,"end":27.51},{"sentences":[{"text":"No estimation time.","start":28.31,"end":29.77,"sentiment":"neutral","sentiment_score":-0.3110157549381256}],"sentiment":"neutral","sentiment_score":-0.3110157549381256,"channel":1,"num_words":3,"start":28.31,"end":29.77},{"sentences":[{"text":"Yeah.","start":30.470001,"end":30.95,"sentiment":"neutral","sentiment_score":-0.07783031463623047},{"text":"But I'll assure you, I'll update you ASAP once there's an update from the network team or the technician that's fixing the issue.","start":30.95,"end":42.086937,"sentiment":"neutral","sentiment_score":0.04055961658773215}],"sentiment":"neutral","sentiment_score":0.03562670278673371,"channel":0,"num_words":24,"start":30.470001,"end":42.086937},{"sentences":[{"text":"Okay.","start":42.80694,"end":43.286938,"sentiment":"neutral","sentiment_score":0.2518545687198639},{"text":"Thank you,","start":43.286938,"end":43.766937,"sentiment":"positive","sentiment_score":0.4817553460597992}],"sentiment":"positive","sentiment_score":0.4051217536131541,"channel":1,"num_words":3,"start":42.80694,"end":43.766937},{"sentences":[{"text":"Mhmm.","start":43.66694,"end":44.16694,"sentiment":"positive","sentiment_score":0.3453039824962616}],"sentiment":"positive","sentiment_score":0.3453039824962616,"channel":0,"num_words":1,"start":43.66694,"end":44.16694},{"sentences":[{"text":"Martin.","start":43.766937,"end":44.266937,"sentiment":"neutral","sentiment_score":0.25540003180503845}],"sentiment":"neutral","sentiment_score":0.25540003180503845,"channel":1,"num_words":1,"start":43.766937,"end":44.266937},{"sentences":[{"text":"Okay.","start":45.186935,"end":45.686935,"sentiment":"neutral","sentiment_score":0.2100837081670761},{"text":"You're welcome.","start":45.906937,"end":46.64694,"sentiment":"positive","sentiment_score":0.3975442945957184},{"text":"Sorry for the","start":46.706936,"end":47.591938,"sentiment":"neutral","sentiment_score":0.04165784766276678}],"sentiment":"neutral","sentiment_score":0.1883576400578022,"channel":0,"num_words":6,"start":45.186935,"end":47.591938}]},"summary":{"result":"success","short":"The customer called Ortho tech support and spoke to Marie. The customer had called before half an hour ago and Marie informed her that the network team is still investigating the issue and they do not have an estimated time for restoration. Marie promises to update the customer when there is an update from the network team."},"intents":{"segments":[{"text":"You called me before one and half hour. Mhmm.","start_word":20,"end_word":28,"intents":[{"intent":"Request a callback","confidence_score":0.000024591223}]},{"text":"Do you have any idea when you guys will restore services? Actually, as of the moment, they're still investigating the issue. We Uh-huh. still do not have an estimated time for the restoration of this. No estimation time. Yeah.","start_word":29,"end_word":67,"intents":[{"intent":"Inquire about restoration time","confidence_score":0.030601041}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.19132034480571747},{"text":"Good morning. This is Marie from Ortho tech support. How can I assist you today?","start_word":1,"end_word":15,"sentiment":"positive","sentiment_score":0.4045554995536804},{"text":"Hi, Maureen. Sonia here. You called me before one and half hour. Mhmm. Do you have any idea when you guys will restore services? Actually, as of the moment, they're still investigating the issue. We Uh-huh. still do not have an estimated time for the restoration of this. No estimation time. Yeah. But I'll assure you, I'll update you ASAP once there's an update from the network team or the technician that's fixing the issue. Okay.","start_word":16,"end_word":91,"sentiment":"neutral","sentiment_score":-0.07207140326499939},{"text":"Thank you, Mhmm.","start_word":92,"end_word":94,"sentiment":"positive","sentiment_score":0.3947824537754059},{"text":"Martin. Okay.","start_word":95,"end_word":96,"sentiment":"neutral","sentiment_score":0.23274186253547668},{"text":"You're welcome.","start_word":97,"end_word":98,"sentiment":"positive","sentiment_score":0.38735800981521606},{"text":"Sorry for the","start_word":99,"end_word":101,"sentiment":"neutral","sentiment_score":0.02853579819202423}],"average":{"sentiment":"neutral","sentiment_score":0.03660152422501737}}}}