{"metadata":{"transaction_key":"deprecated","request_id":"01a0646e-32c6-70b2-981b-b12df35190c8","sha256":"93646ec0c7ee2c193f02b71f688cc39836e824457ac50ffbd7382ecb50141e32","created":"2026-09-02T23:22:20.026Z","duration":61.559937,"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":179,"output_tokens":68},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":180,"output_tokens":180},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":180,"output_tokens":7}},"results":{"channels":[{"alternatives":[{"transcript":"","confidence":0.0,"words":[],"paragraphs":{"transcript":"\n","paragraphs":[]}}]},{"alternatives":[{"transcript":"In high call volumes and apologize for longer wait times. For general information, you can visit our website at firstenergy.com.au or send us an email at support@firstenergy.com.au. For all urgent inquiries, please continue to hold. Hello, and thank you for calling FirstEnergy. Please note this call may be recorded for training and compliance purposes, and our privacy policy is available at www.firstenergy.com.au or upon request. If you have an electricity fault or gas emergency, please press 1. If you wish to make a payment with Visa or Mastercard, press 2. To join FirstEnergy or discuss your current offer, please press 3. To speak with one of our customer service consultants, please press 4, or press 5 to discuss Internet plans with one of our Internet customer service consultants. To hear these options again, please press 0.","confidence":1.0,"words":[{"word":"in","start":0.64,"end":0.79999995,"confidence":0.7729492,"punctuated_word":"In","sentiment":"negative","sentiment_score":-0.3921238481998443},{"word":"high","start":0.79999995,"end":1.04,"confidence":0.99316406,"punctuated_word":"high","sentiment":"negative","sentiment_score":-0.4324630796909332},{"word":"call","start":1.04,"end":1.28,"confidence":0.96777344,"punctuated_word":"call","sentiment":"negative","sentiment_score":-0.4996309578418732},{"word":"volumes","start":1.28,"end":1.68,"confidence":0.9980469,"punctuated_word":"volumes","sentiment":"negative","sentiment_score":-0.45519083738327026},{"word":"and","start":1.68,"end":1.92,"confidence":0.6303711,"punctuated_word":"and","sentiment":"negative","sentiment_score":-0.45970189571380615},{"word":"apologize","start":1.92,"end":2.32,"confidence":0.98828125,"punctuated_word":"apologize","sentiment":"negative","sentiment_score":-0.5271111726760864},{"word":"for","start":2.32,"end":2.56,"confidence":1.0,"punctuated_word":"for","sentiment":"negative","sentiment_score":-0.5220615863800049},{"word":"longer","start":2.56,"end":2.8799999,"confidence":0.9980469,"punctuated_word":"longer","sentiment":"negative","sentiment_score":-0.6976370811462402},{"word":"wait","start":2.8799999,"end":3.12,"confidence":1.0,"punctuated_word":"wait","sentiment":"negative","sentiment_score":-0.6844701766967773},{"word":"times","start":3.12,"end":3.62,"confidence":0.99853516,"punctuated_word":"times.","sentiment":"negative","sentiment_score":-0.5874615907669067},{"word":"for","start":3.84,"end":4.08,"confidence":0.9970703,"punctuated_word":"For","sentiment":"neutral","sentiment_score":-0.21927385032176971},{"word":"general","start":4.08,"end":4.4,"confidence":1.0,"punctuated_word":"general","sentiment":"neutral","sentiment_score":-0.11009471118450163},{"word":"information","start":4.4,"end":4.9,"confidence":0.99902344,"punctuated_word":"information,","sentiment":"neutral","sentiment_score":-0.08304139971733093},{"word":"you","start":4.96,"end":5.12,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.04732866585254669},{"word":"can","start":5.12,"end":5.2799997,"confidence":1.0,"punctuated_word":"can","sentiment":"neutral","sentiment_score":-0.0298839770257473},{"word":"visit","start":5.2799997,"end":5.6,"confidence":1.0,"punctuated_word":"visit","sentiment":"neutral","sentiment_score":-0.04406429082155228},{"word":"our","start":5.6,"end":5.7599998,"confidence":1.0,"punctuated_word":"our","sentiment":"neutral","sentiment_score":-0.049372922629117966},{"word":"website","start":5.7599998,"end":6.2599998,"confidence":1.0,"punctuated_word":"website","sentiment":"neutral","sentiment_score":-0.04735681042075157},{"word":"at","start":6.3199997,"end":6.64,"confidence":0.9980469,"punctuated_word":"at","sentiment":"neutral","sentiment_score":-0.04050393775105477},{"word":"firstenergy.com.au","start":6.64,"end":8.72,"confidence":0.9304548,"punctuated_word":"firstenergy.com.au","sentiment":"neutral","sentiment_score":-0.050130050629377365},{"word":"or","start":8.72,"end":8.96,"confidence":0.61621094,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.008268140256404877},{"word":"send","start":8.96,"end":9.2,"confidence":0.99902344,"punctuated_word":"send","sentiment":"neutral","sentiment_score":-0.026433642953634266},{"word":"us","start":9.2,"end":9.36,"confidence":0.99902344,"punctuated_word":"us","sentiment":"neutral","sentiment_score":-0.034424446523189545},{"word":"an","start":9.36,"end":9.5199995,"confidence":1.0,"punctuated_word":"an","sentiment":"neutral","sentiment_score":-0.009239140897989271},{"word":"email","start":9.5199995,"end":10.0,"confidence":1.0,"punctuated_word":"email","sentiment":"neutral","sentiment_score":-0.02535073086619377},{"word":"at","start":10.0,"end":10.32,"confidence":0.99609375,"punctuated_word":"at","sentiment":"neutral","sentiment_score":-0.046327415853738785},{"word":"support@firstenergy.com.au","start":10.32,"end":13.059999,"confidence":0.99690753,"punctuated_word":"support@firstenergy.com.au.","sentiment":"neutral","sentiment_score":-0.05224047973752022},{"word":"for","start":13.2,"end":13.36,"confidence":0.9980469,"punctuated_word":"For","sentiment":"neutral","sentiment_score":-0.2144492268562317},{"word":"all","start":13.36,"end":13.5199995,"confidence":0.96435547,"punctuated_word":"all","sentiment":"neutral","sentiment_score":-0.1857796460390091},{"word":"urgent","start":13.5199995,"end":13.92,"confidence":0.99902344,"punctuated_word":"urgent","sentiment":"neutral","sentiment_score":-0.315616637468338},{"word":"inquiries","start":13.92,"end":14.42,"confidence":0.9995117,"punctuated_word":"inquiries,","sentiment":"neutral","sentiment_score":-0.28496333956718445},{"word":"please","start":14.48,"end":14.799999,"confidence":1.0,"punctuated_word":"please","sentiment":"negative","sentiment_score":-0.33612388372421265},{"word":"continue","start":14.799999,"end":15.2,"confidence":1.0,"punctuated_word":"continue","sentiment":"negative","sentiment_score":-0.34865236282348633},{"word":"to","start":15.2,"end":15.36,"confidence":1.0,"punctuated_word":"to","sentiment":"negative","sentiment_score":-0.38947516679763794},{"word":"hold","start":15.36,"end":15.86,"confidence":1.0,"punctuated_word":"hold.","sentiment":"neutral","sentiment_score":-0.2985425591468811},{"word":"hello","start":17.175001,"end":17.495,"confidence":0.88427734,"punctuated_word":"Hello,","sentiment":"positive","sentiment_score":0.3402072489261627},{"word":"and","start":17.495,"end":17.655,"confidence":1.0,"punctuated_word":"and","sentiment":"positive","sentiment_score":0.33424893021583557},{"word":"thank","start":17.655,"end":17.815,"confidence":1.0,"punctuated_word":"thank","sentiment":"positive","sentiment_score":0.4967400729656219},{"word":"you","start":17.815,"end":17.975,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.4293132424354553},{"word":"for","start":17.975,"end":18.135,"confidence":0.9980469,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.421323299407959},{"word":"calling","start":18.135,"end":18.535,"confidence":1.0,"punctuated_word":"calling","sentiment":"positive","sentiment_score":0.5093547105789185},{"word":"firstenergy","start":18.535,"end":19.035,"confidence":0.97265625,"punctuated_word":"FirstEnergy.","sentiment":"positive","sentiment_score":0.4806753396987915},{"word":"please","start":19.815,"end":20.135,"confidence":1.0,"punctuated_word":"Please","sentiment":"neutral","sentiment_score":0.05259833484888077},{"word":"note","start":20.135,"end":20.375,"confidence":0.9921875,"punctuated_word":"note","sentiment":"neutral","sentiment_score":-0.01405087113380432},{"word":"this","start":20.375,"end":20.615,"confidence":0.7294922,"punctuated_word":"this","sentiment":"neutral","sentiment_score":-0.08350247144699097},{"word":"call","start":20.615,"end":20.775,"confidence":1.0,"punctuated_word":"call","sentiment":"neutral","sentiment_score":-0.0676879957318306},{"word":"may","start":20.775,"end":21.015,"confidence":0.99902344,"punctuated_word":"may","sentiment":"neutral","sentiment_score":-0.13104850053787231},{"word":"be","start":21.015,"end":21.095001,"confidence":0.99902344,"punctuated_word":"be","sentiment":"neutral","sentiment_score":-0.1235419660806656},{"word":"recorded","start":21.095001,"end":21.495,"confidence":1.0,"punctuated_word":"recorded","sentiment":"neutral","sentiment_score":-0.08351759612560272},{"word":"for","start":21.495,"end":21.735,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.16081038117408752},{"word":"training","start":21.735,"end":22.055,"confidence":1.0,"punctuated_word":"training","sentiment":"neutral","sentiment_score":-0.0005307048559188843},{"word":"and","start":22.055,"end":22.215,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.119117833673954},{"word":"compliance","start":22.215,"end":22.715,"confidence":0.99902344,"punctuated_word":"compliance","sentiment":"neutral","sentiment_score":0.013978436589241028},{"word":"purposes","start":22.775,"end":23.275,"confidence":0.9550781,"punctuated_word":"purposes,","sentiment":"neutral","sentiment_score":0.004510868340730667},{"word":"and","start":23.415,"end":23.655,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.00936347246170044},{"word":"our","start":23.655,"end":23.895,"confidence":1.0,"punctuated_word":"our","sentiment":"neutral","sentiment_score":0.02731895446777344},{"word":"privacy","start":23.895,"end":24.395,"confidence":1.0,"punctuated_word":"privacy","sentiment":"neutral","sentiment_score":0.06419803947210312},{"word":"policy","start":24.455,"end":24.855,"confidence":1.0,"punctuated_word":"policy","sentiment":"neutral","sentiment_score":0.04207095503807068},{"word":"is","start":24.855,"end":25.095001,"confidence":1.0,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.05856980383396149},{"word":"available","start":25.095001,"end":25.494999,"confidence":1.0,"punctuated_word":"available","sentiment":"neutral","sentiment_score":0.07497572898864746},{"word":"at","start":25.494999,"end":25.815,"confidence":0.9980469,"punctuated_word":"at","sentiment":"neutral","sentiment_score":0.09799499064683914},{"word":"www.firstenergy.com.au","start":25.815,"end":29.22,"confidence":0.95712,"punctuated_word":"www.firstenergy.com.au","sentiment":"neutral","sentiment_score":0.06456013023853302},{"word":"or","start":29.22,"end":29.46,"confidence":1.0,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.12083609402179718},{"word":"upon","start":29.46,"end":29.699999,"confidence":1.0,"punctuated_word":"upon","sentiment":"neutral","sentiment_score":0.09655500948429108},{"word":"request","start":29.699999,"end":30.199999,"confidence":0.9980469,"punctuated_word":"request.","sentiment":"neutral","sentiment_score":0.03604549914598465},{"word":"if","start":31.3,"end":31.46,"confidence":1.0,"punctuated_word":"If","sentiment":"neutral","sentiment_score":-0.08523888885974884},{"word":"you","start":31.46,"end":31.619999,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.09058322012424468},{"word":"have","start":31.619999,"end":31.779999,"confidence":1.0,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.10413727164268494},{"word":"an","start":31.779999,"end":31.859999,"confidence":1.0,"punctuated_word":"an","sentiment":"neutral","sentiment_score":-0.09771142899990082},{"word":"electricity","start":31.859999,"end":32.36,"confidence":1.0,"punctuated_word":"electricity","sentiment":"neutral","sentiment_score":-0.07294447720050812},{"word":"fault","start":32.579998,"end":32.899998,"confidence":0.9614258,"punctuated_word":"fault","sentiment":"neutral","sentiment_score":-0.0976533219218254},{"word":"or","start":32.899998,"end":33.059998,"confidence":0.99902344,"punctuated_word":"or","sentiment":"neutral","sentiment_score":-0.16955828666687012},{"word":"gas","start":33.059998,"end":33.379997,"confidence":0.99902344,"punctuated_word":"gas","sentiment":"neutral","sentiment_score":-0.12472347915172576},{"word":"emergency","start":33.379997,"end":33.879997,"confidence":1.0,"punctuated_word":"emergency,","sentiment":"neutral","sentiment_score":-0.11526596546173096},{"word":"please","start":34.34,"end":34.66,"confidence":0.99902344,"punctuated_word":"please","sentiment":"neutral","sentiment_score":-0.08006187528371811},{"word":"press","start":34.66,"end":34.899998,"confidence":1.0,"punctuated_word":"press","sentiment":"neutral","sentiment_score":-0.057406384497880936},{"word":"1","start":34.899998,"end":35.399998,"confidence":1.0,"punctuated_word":"1.","sentiment":"neutral","sentiment_score":-0.039586931467056274},{"word":"if","start":36.02,"end":36.26,"confidence":1.0,"punctuated_word":"If","sentiment":"neutral","sentiment_score":-0.02266085520386696},{"word":"you","start":36.26,"end":36.34,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.008486300706863403},{"word":"wish","start":36.34,"end":36.579998,"confidence":1.0,"punctuated_word":"wish","sentiment":"neutral","sentiment_score":0.010068807750940325},{"word":"to","start":36.579998,"end":36.739998,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.0066751837730407715},{"word":"make","start":36.739998,"end":36.82,"confidence":1.0,"punctuated_word":"make","sentiment":"neutral","sentiment_score":0.005505871027708054},{"word":"a","start":36.82,"end":36.899998,"confidence":0.99902344,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.004592506214976311},{"word":"payment","start":36.899998,"end":37.22,"confidence":1.0,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":-0.002721443772315979},{"word":"with","start":37.22,"end":37.54,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.016761064529418945},{"word":"visa","start":37.54,"end":37.94,"confidence":0.9838867,"punctuated_word":"Visa","sentiment":"neutral","sentiment_score":0.04633140563964844},{"word":"or","start":37.94,"end":38.1,"confidence":0.99902344,"punctuated_word":"or","sentiment":"neutral","sentiment_score":-0.008671574294567108},{"word":"mastercard","start":38.1,"end":38.6,"confidence":0.9920247,"punctuated_word":"Mastercard,","sentiment":"neutral","sentiment_score":0.015271506272256374},{"word":"press","start":39.059998,"end":39.46,"confidence":1.0,"punctuated_word":"press","sentiment":"neutral","sentiment_score":-0.014084920287132263},{"word":"2","start":39.46,"end":39.96,"confidence":1.0,"punctuated_word":"2.","sentiment":"neutral","sentiment_score":0.008412577211856842},{"word":"to","start":40.66,"end":40.899998,"confidence":1.0,"punctuated_word":"To","sentiment":"neutral","sentiment_score":-0.0034632906317710876},{"word":"join","start":40.899998,"end":41.14,"confidence":1.0,"punctuated_word":"join","sentiment":"neutral","sentiment_score":-0.006856270134449005},{"word":"firstenergy","start":41.14,"end":41.64,"confidence":0.92944336,"punctuated_word":"FirstEnergy","sentiment":"neutral","sentiment_score":0.07540004700422287},{"word":"or","start":41.86,"end":42.019997,"confidence":0.9980469,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.033201634883880615},{"word":"discuss","start":42.019997,"end":42.42,"confidence":0.99902344,"punctuated_word":"discuss","sentiment":"neutral","sentiment_score":0.06918508559465408},{"word":"your","start":42.42,"end":42.579998,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.05926775932312012},{"word":"current","start":42.579998,"end":42.899998,"confidence":1.0,"punctuated_word":"current","sentiment":"neutral","sentiment_score":0.08652490377426147},{"word":"offer","start":42.899998,"end":43.399998,"confidence":1.0,"punctuated_word":"offer,","sentiment":"neutral","sentiment_score":0.041542623192071915},{"word":"please","start":43.54,"end":43.86,"confidence":0.99902344,"punctuated_word":"please","sentiment":"neutral","sentiment_score":-0.03189457207918167},{"word":"press","start":43.86,"end":44.18,"confidence":1.0,"punctuated_word":"press","sentiment":"neutral","sentiment_score":-0.01427358016371727},{"word":"3","start":44.18,"end":44.68,"confidence":1.0,"punctuated_word":"3.","sentiment":"neutral","sentiment_score":0.010681912302970886},{"word":"to","start":45.375,"end":45.535,"confidence":1.0,"punctuated_word":"To","sentiment":"neutral","sentiment_score":-0.019122671335935593},{"word":"speak","start":45.535,"end":45.695,"confidence":1.0,"punctuated_word":"speak","sentiment":"neutral","sentiment_score":-0.007224671542644501},{"word":"with","start":45.695,"end":45.855,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.017193708568811417},{"word":"one","start":45.855,"end":46.094997,"confidence":1.0,"punctuated_word":"one","sentiment":"neutral","sentiment_score":-0.014488585293293},{"word":"of","start":46.094997,"end":46.175,"confidence":1.0,"punctuated_word":"of","sentiment":"neutral","sentiment_score":0.007381469011306763},{"word":"our","start":46.175,"end":46.335,"confidence":1.0,"punctuated_word":"our","sentiment":"neutral","sentiment_score":-0.017556875944137573},{"word":"customer","start":46.335,"end":46.734997,"confidence":0.9980469,"punctuated_word":"customer","sentiment":"neutral","sentiment_score":-0.013683028519153597},{"word":"service","start":46.734997,"end":47.054996,"confidence":1.0,"punctuated_word":"service","sentiment":"neutral","sentiment_score":-0.029264990240335464},{"word":"consultants","start":47.054996,"end":47.554996,"confidence":0.9980469,"punctuated_word":"consultants,","sentiment":"neutral","sentiment_score":-0.01021605171263218},{"word":"please","start":48.094997,"end":48.335,"confidence":1.0,"punctuated_word":"please","sentiment":"neutral","sentiment_score":-0.030600760132074356},{"word":"press","start":48.335,"end":48.734997,"confidence":1.0,"punctuated_word":"press","sentiment":"neutral","sentiment_score":-0.014529958367347716},{"word":"4","start":48.734997,"end":49.234997,"confidence":0.7437744,"punctuated_word":"4,","sentiment":"neutral","sentiment_score":-0.006281323730945587},{"word":"or","start":49.774998,"end":50.094997,"confidence":0.99902344,"punctuated_word":"or","sentiment":"neutral","sentiment_score":-0.015094663947820663},{"word":"press","start":50.094997,"end":50.495,"confidence":1.0,"punctuated_word":"press","sentiment":"neutral","sentiment_score":-0.010090749710798264},{"word":"5","start":50.495,"end":50.815,"confidence":1.0,"punctuated_word":"5","sentiment":"neutral","sentiment_score":-0.0022757351398468018},{"word":"to","start":50.815,"end":51.055,"confidence":0.9970703,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.0038017407059669495},{"word":"discuss","start":51.055,"end":51.454998,"confidence":1.0,"punctuated_word":"discuss","sentiment":"neutral","sentiment_score":0.008990436792373657},{"word":"internet","start":51.454998,"end":51.934998,"confidence":0.98535156,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":0.01800978183746338},{"word":"plans","start":51.934998,"end":52.414997,"confidence":0.9980469,"punctuated_word":"plans","sentiment":"neutral","sentiment_score":0.05468108505010605},{"word":"with","start":52.414997,"end":52.655,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.015944354236125946},{"word":"one","start":52.655,"end":52.734997,"confidence":1.0,"punctuated_word":"one","sentiment":"neutral","sentiment_score":0.01252012699842453},{"word":"of","start":52.734997,"end":52.894997,"confidence":0.9970703,"punctuated_word":"of","sentiment":"neutral","sentiment_score":0.037843696773052216},{"word":"our","start":52.894997,"end":53.054996,"confidence":1.0,"punctuated_word":"our","sentiment":"neutral","sentiment_score":0.006144598126411438},{"word":"internet","start":53.054996,"end":53.454998,"confidence":0.9970703,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":0.027279868721961975},{"word":"customer","start":53.454998,"end":53.855,"confidence":0.99902344,"punctuated_word":"customer","sentiment":"neutral","sentiment_score":-0.0009829029440879822},{"word":"service","start":53.855,"end":54.335,"confidence":1.0,"punctuated_word":"service","sentiment":"neutral","sentiment_score":-0.003117404878139496},{"word":"consultants","start":54.335,"end":54.835,"confidence":0.99853516,"punctuated_word":"consultants.","sentiment":"neutral","sentiment_score":0.0034372080117464066},{"word":"to","start":55.854996,"end":56.015,"confidence":1.0,"punctuated_word":"To","sentiment":"neutral","sentiment_score":-0.027609795331954956},{"word":"hear","start":56.015,"end":56.254997,"confidence":1.0,"punctuated_word":"hear","sentiment":"neutral","sentiment_score":-0.03729413077235222},{"word":"these","start":56.254997,"end":56.414997,"confidence":0.99902344,"punctuated_word":"these","sentiment":"neutral","sentiment_score":-0.022615686058998108},{"word":"options","start":56.414997,"end":56.815,"confidence":1.0,"punctuated_word":"options","sentiment":"neutral","sentiment_score":-0.00801818072795868},{"word":"again","start":56.815,"end":57.315,"confidence":0.99902344,"punctuated_word":"again,","sentiment":"neutral","sentiment_score":-0.02880765870213509},{"word":"please","start":57.375,"end":57.614998,"confidence":1.0,"punctuated_word":"please","sentiment":"neutral","sentiment_score":-0.035748086869716644},{"word":"press","start":57.614998,"end":57.934998,"confidence":1.0,"punctuated_word":"press","sentiment":"neutral","sentiment_score":-0.029007699340581897},{"word":"0","start":57.934998,"end":58.434998,"confidence":1.0,"punctuated_word":"0.","sentiment":"neutral","sentiment_score":-0.006012793630361557}],"paragraphs":{"transcript":"\nIn high call volumes and apologize for longer wait times. For general information, you can visit our website at firstenergy.com.au or send us an email at support@firstenergy.com.au. For all urgent inquiries, please continue to hold. Hello, and thank you for calling FirstEnergy. Please note this call may be recorded for training and compliance purposes, and our privacy policy is available at www.firstenergy.com.au or upon request.\n\nIf you have an electricity fault or gas emergency, please press 1. If you wish to make a payment with Visa or Mastercard, press 2. To join FirstEnergy or discuss your current offer, please press 3. To speak with one of our customer service consultants, please press 4, or press 5 to discuss Internet plans with one of our Internet customer service consultants. To hear these options again, please press 0.","paragraphs":[{"sentences":[{"text":"In high call volumes and apologize for longer wait times.","start":0.64,"end":3.62,"sentiment":"negative","sentiment_score":-0.5257852226495743},{"text":"For general information, you can visit our website at firstenergy.com.au or send us an email at support@firstenergy.com.au.","start":3.84,"end":13.059999,"sentiment":"neutral","sentiment_score":-0.05334107840762419},{"text":"For all urgent inquiries, please continue to hold.","start":13.2,"end":15.86,"sentiment":"neutral","sentiment_score":-0.29670035280287266},{"text":"Hello, and thank you for calling FirstEnergy.","start":17.175001,"end":19.035,"sentiment":"positive","sentiment_score":0.43026612060410635},{"text":"Please note this call may be recorded for training and compliance purposes, and our privacy policy is available at www.firstenergy.com.au or upon request.","start":19.815,"end":30.199999,"sentiment":"neutral","sentiment_score":-0.0008796523122683815}],"sentiment":"neutral","sentiment_score":-0.08533265447387328,"num_words":65,"start":0.64,"end":30.199999},{"sentences":[{"text":"If you have an electricity fault or gas emergency, please press 1.","start":31.3,"end":35.399998,"sentiment":"neutral","sentiment_score":-0.09457262760649125},{"text":"If you wish to make a payment with Visa or Mastercard, press 2.","start":36.02,"end":39.96,"sentiment":"neutral","sentiment_score":0.004384140627315411},{"text":"To join FirstEnergy or discuss your current offer, please press 3.","start":40.66,"end":44.68,"sentiment":"neutral","sentiment_score":0.029028750278732994},{"text":"To speak with one of our customer service consultants, please press 4, or press 5 to discuss Internet plans with one of our Internet customer service consultants.","start":45.375,"end":54.835,"sentiment":"neutral","sentiment_score":-0.0008627110057406955},{"text":"To hear these options again, please press 0.","start":55.854996,"end":58.434998,"sentiment":"neutral","sentiment_score":-0.024389253929257393}],"sentiment":"neutral","sentiment_score":-0.01376012223444774,"num_words":71,"start":31.3,"end":58.434998}]}}]}],"paragraphs":{"transcript":"\nChannel 1: In high call volumes and apologize for longer wait times. For general information, you can visit our website at firstenergy.com.au or send us an email at support@firstenergy.com.au. For all urgent inquiries, please continue to hold. Hello, and thank you for calling FirstEnergy. Please note this call may be recorded for training and compliance purposes, and our privacy policy is available at www.firstenergy.com.au or upon request.\n\nIf you have an electricity fault or gas emergency, please press 1. If you wish to make a payment with Visa or Mastercard, press 2. To join FirstEnergy or discuss your current offer, please press 3. To speak with one of our customer service consultants, please press 4, or press 5 to discuss Internet plans with one of our Internet customer service consultants. To hear these options again, please press 0.","paragraphs":[{"sentences":[{"text":"In high call volumes and apologize for longer wait times.","start":0.64,"end":3.62,"sentiment":"negative","sentiment_score":-0.5257852226495743},{"text":"For general information, you can visit our website at firstenergy.com.au or send us an email at support@firstenergy.com.au.","start":3.84,"end":13.059999,"sentiment":"neutral","sentiment_score":-0.05334107840762419},{"text":"For all urgent inquiries, please continue to hold.","start":13.2,"end":15.86,"sentiment":"neutral","sentiment_score":-0.29670035280287266},{"text":"Hello, and thank you for calling FirstEnergy.","start":17.175001,"end":19.035,"sentiment":"positive","sentiment_score":0.43026612060410635},{"text":"Please note this call may be recorded for training and compliance purposes, and our privacy policy is available at www.firstenergy.com.au or upon request.","start":19.815,"end":30.199999,"sentiment":"neutral","sentiment_score":-0.0008796523122683815}],"sentiment":"neutral","sentiment_score":-0.08533265447387328,"channel":1,"num_words":65,"start":0.64,"end":30.199999},{"sentences":[{"text":"If you have an electricity fault or gas emergency, please press 1.","start":31.3,"end":35.399998,"sentiment":"neutral","sentiment_score":-0.09457262760649125},{"text":"If you wish to make a payment with Visa or Mastercard, press 2.","start":36.02,"end":39.96,"sentiment":"neutral","sentiment_score":0.004384140627315411},{"text":"To join FirstEnergy or discuss your current offer, please press 3.","start":40.66,"end":44.68,"sentiment":"neutral","sentiment_score":0.029028750278732994},{"text":"To speak with one of our customer service consultants, please press 4, or press 5 to discuss Internet plans with one of our Internet customer service consultants.","start":45.375,"end":54.835,"sentiment":"neutral","sentiment_score":-0.0008627110057406955},{"text":"To hear these options again, please press 0.","start":55.854996,"end":58.434998,"sentiment":"neutral","sentiment_score":-0.024389253929257393}],"sentiment":"neutral","sentiment_score":-0.01376012223444774,"channel":1,"num_words":71,"start":31.3,"end":58.434998}]},"summary":{"result":"success","short":"The customer called FirstEnergy and was informed of their website and email options. They were also given options to press different numbers for different inquiries including electricity and gas emergencies, payments with Visa or Mastercard, or for customer service consultants. The call may be recorded for training and compliance purposes and the privacy policy is available on the website."},"intents":{"segments":[{"text":"For general information, you can visit our website at firstenergy.com.au or send us an email at support@firstenergy.com.au.","start_word":10,"end_word":26,"intents":[{"intent":"Direct callers to websites","confidence_score":0.00091318897}]}]},"sentiments":{"segments":[{"text":"In high call volumes and apologize for longer wait times.","start_word":0,"end_word":9,"sentiment":"negative","sentiment_score":-0.5313922166824341},{"text":"For general information, you can visit our website at firstenergy.com.au or send us an email at support@firstenergy.com.au. For all urgent inquiries, please continue to hold.","start_word":10,"end_word":34,"sentiment":"neutral","sentiment_score":-0.11257372051477432},{"text":"Hello, and thank you for calling FirstEnergy.","start_word":35,"end_word":41,"sentiment":"positive","sentiment_score":0.4427266716957092},{"text":"Please note this call may be recorded for training and compliance purposes, and our privacy policy is available at www.firstenergy.com.au or upon request. If you have an electricity fault or gas emergency, please press 1. If you wish to make a payment with Visa or Mastercard, press 2. To join FirstEnergy or discuss your current offer, please press 3. To speak with one of our customer service consultants, please press 4, or press 5 to discuss Internet plans with one of our Internet customer service consultants. To hear these options again, please press 0.","start_word":42,"end_word":135,"sentiment":"neutral","sentiment_score":-0.002406415529549122}],"average":{"sentiment":"neutral","sentiment_score":-0.02767848968505859}}}}