{"metadata":{"transaction_key":"deprecated","request_id":"019f1bd6-3364-7ea2-9913-d81febc533ca","sha256":"44d49efccd0032da7a9292e77bf6394ff48d43c12ffc0509235c8e385069227e","created":"2026-07-01T04:00:51.863Z","duration":133.27194,"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":316,"output_tokens":73},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":338,"output_tokens":338},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":338,"output_tokens":27}},"results":{"channels":[{"alternatives":[{"transcript":"Hello. Hi. I would like to set up a direct debit for my bill. Okay. Credit card. Okay. How soon will it be activated? Okay. But they said I'm supposed to pay","confidence":0.9980469,"words":[{"word":"hello","start":6.72,"end":7.12,"confidence":0.96435547,"punctuated_word":"Hello.","sentiment":"neutral","sentiment_score":0.10242244601249696},{"word":"hi","start":7.12,"end":7.3599997,"confidence":0.99902344,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.09974122047424316},{"word":"i","start":7.3599997,"end":7.44,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.08486838638782501},{"word":"would","start":7.44,"end":7.68,"confidence":0.9980469,"punctuated_word":"would","sentiment":"neutral","sentiment_score":0.0738435685634613},{"word":"like","start":7.68,"end":7.9199996,"confidence":1.0,"punctuated_word":"like","sentiment":"neutral","sentiment_score":0.10874253511428832},{"word":"to","start":7.9199996,"end":8.24,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.10524614155292512},{"word":"set","start":8.24,"end":8.48,"confidence":0.9951172,"punctuated_word":"set","sentiment":"neutral","sentiment_score":0.12346358597278596},{"word":"up","start":8.48,"end":8.72,"confidence":1.0,"punctuated_word":"up","sentiment":"neutral","sentiment_score":0.11950920522212982},{"word":"a","start":8.72,"end":8.96,"confidence":0.9980469,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.13969838619232178},{"word":"direct","start":8.96,"end":9.44,"confidence":0.9941406,"punctuated_word":"direct","sentiment":"neutral","sentiment_score":0.1903536468744278},{"word":"debit","start":9.44,"end":9.94,"confidence":0.99902344,"punctuated_word":"debit","sentiment":"neutral","sentiment_score":0.15099889039993286},{"word":"for","start":10.0,"end":10.24,"confidence":0.99902344,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.15315763652324677},{"word":"my","start":10.24,"end":10.48,"confidence":1.0,"punctuated_word":"my","sentiment":"neutral","sentiment_score":0.14594383537769318},{"word":"bill","start":10.48,"end":10.98,"confidence":0.92041016,"punctuated_word":"bill.","sentiment":"neutral","sentiment_score":0.1666379272937775},{"word":"okay","start":33.09,"end":33.59,"confidence":0.7800293,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.13812732696533203},{"word":"credit","start":73.34499,"end":73.84499,"confidence":0.9941406,"punctuated_word":"Credit","sentiment":"neutral","sentiment_score":0.09972204267978668},{"word":"card","start":73.905,"end":74.405,"confidence":0.9567871,"punctuated_word":"card.","sentiment":"neutral","sentiment_score":0.11056552827358246},{"word":"okay","start":93.165,"end":93.665,"confidence":0.9880371,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.07138220965862274},{"word":"how","start":95.725,"end":96.045,"confidence":0.9560547,"punctuated_word":"How","sentiment":"neutral","sentiment_score":0.06297852098941803},{"word":"soon","start":96.045,"end":96.424995,"confidence":1.0,"punctuated_word":"soon","sentiment":"neutral","sentiment_score":0.09682931751012802},{"word":"will","start":96.424995,"end":96.80499,"confidence":0.99902344,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.09311404824256896},{"word":"it","start":96.80499,"end":97.185,"confidence":1.0,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.0313984639942646},{"word":"be","start":97.185,"end":97.564995,"confidence":0.99902344,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.0631304606795311},{"word":"activated","start":97.564995,"end":98.064995,"confidence":0.9980469,"punctuated_word":"activated?","sentiment":"neutral","sentiment_score":0.07683785259723663},{"word":"okay","start":106.445,"end":106.945,"confidence":0.8984375,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.1452334225177765},{"word":"but","start":131.245,"end":131.565,"confidence":0.86279297,"punctuated_word":"But","sentiment":"neutral","sentiment_score":-0.1273123174905777},{"word":"they","start":131.565,"end":131.80501,"confidence":0.9902344,"punctuated_word":"they","sentiment":"neutral","sentiment_score":-0.18042254447937012},{"word":"said","start":131.80501,"end":132.045,"confidence":0.9902344,"punctuated_word":"said","sentiment":"neutral","sentiment_score":-0.1708991825580597},{"word":"i'm","start":132.045,"end":132.285,"confidence":0.9880371,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.1543121039867401},{"word":"supposed","start":132.285,"end":132.765,"confidence":0.9980469,"punctuated_word":"supposed","sentiment":"neutral","sentiment_score":-0.17899417877197266},{"word":"to","start":132.765,"end":132.925,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.1414434313774109},{"word":"pay","start":132.925,"end":133.27194,"confidence":0.9951172,"punctuated_word":"pay","sentiment":"neutral","sentiment_score":-0.0583210289478302}],"paragraphs":{"transcript":"\nHello. Hi. I would like to set up a direct debit for my bill. Okay. Credit card.\n\nOkay. How soon will it be activated? Okay. But they said I'm supposed to pay","paragraphs":[{"sentences":[{"text":"Hello.","start":6.72,"end":7.12,"sentiment":"neutral","sentiment_score":0.10242244601249696},{"text":"Hi.","start":7.12,"end":7.3599997,"sentiment":"neutral","sentiment_score":0.09974122047424316},{"text":"I would like to set up a direct debit for my bill.","start":7.3599997,"end":10.98,"sentiment":"neutral","sentiment_score":0.1302053121229013},{"text":"Okay.","start":33.09,"end":33.59,"sentiment":"neutral","sentiment_score":0.13812732696533203},{"text":"Credit card.","start":73.34499,"end":74.405,"sentiment":"neutral","sentiment_score":0.10514378547668457}],"sentiment":"neutral","sentiment_score":0.12429660646354451,"num_words":17,"start":6.72,"end":74.405},{"sentences":[{"text":"Okay.","start":93.165,"end":93.665,"sentiment":"neutral","sentiment_score":0.07138220965862274},{"text":"How soon will it be activated?","start":95.725,"end":98.064995,"sentiment":"neutral","sentiment_score":0.07071477733552456},{"text":"Okay.","start":106.445,"end":106.945,"sentiment":"neutral","sentiment_score":0.1452334225177765},{"text":"But they said I'm supposed to pay","start":131.245,"end":133.27194,"sentiment":"neutral","sentiment_score":-0.14452925537313735}],"sentiment":"neutral","sentiment_score":-0.02472003276149432,"num_words":15,"start":93.165,"end":133.27194}]}}]},{"alternatives":[{"transcript":"Hi. Thank you so much for calling Airtel. This is accounts department. How may I help you today? Oh, sure. I would love to assist you today. Let me just pull out your account here. May I have your full name, please? Thank you. Nice to have you on the line, miss Elfin. Just give me a moment. Let me go over to your account so I can assist you accordingly. Okay? Thank you. Okay. Thank you so much for patiently waiting. So, something, which payment method you would like to set up for direct debit? Is it a bank account or a card? Okay. That's perfect. One moment. Let me go to that option here and then obtain your details. And then once the direct debit has been set up successfully, you will also receive a terms and agreement via email for your reference. Okay? One moment. It's still loading. Oh, within fifteen to thirty minutes, it will be activated. So after you receive the agreement, it means to say it's already been set up and you don't need to do anything on your end on a monthly basis. We our accounts back end will be processing the payment between the fifth until the tenth. So with those time period, you just need to ensure that your funds is available so the payment will be successfully processed and avoid delay. Okay?","confidence":0.9995117,"words":[{"word":"hi","start":0.64,"end":0.96,"confidence":0.9975586,"punctuated_word":"Hi.","sentiment":"positive","sentiment_score":0.3744229078292846},{"word":"thank","start":0.96,"end":1.12,"confidence":0.99902344,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.6585819125175476},{"word":"you","start":1.12,"end":1.28,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.6544884443283081},{"word":"so","start":1.28,"end":1.4399999,"confidence":1.0,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.6552413105964661},{"word":"much","start":1.4399999,"end":1.76,"confidence":1.0,"punctuated_word":"much","sentiment":"positive","sentiment_score":0.6480611562728882},{"word":"for","start":1.76,"end":1.92,"confidence":1.0,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.609327495098114},{"word":"calling","start":1.92,"end":2.24,"confidence":1.0,"punctuated_word":"calling","sentiment":"positive","sentiment_score":0.6519339680671692},{"word":"airtel","start":2.24,"end":2.74,"confidence":0.96728516,"punctuated_word":"Airtel.","sentiment":"positive","sentiment_score":0.685074508190155},{"word":"this","start":2.8,"end":3.04,"confidence":1.0,"punctuated_word":"This","sentiment":"positive","sentiment_score":0.5717318654060364},{"word":"is","start":3.04,"end":3.28,"confidence":0.9941406,"punctuated_word":"is","sentiment":"positive","sentiment_score":0.5594245791435242},{"word":"accounts","start":3.28,"end":3.6799998,"confidence":0.9838867,"punctuated_word":"accounts","sentiment":"positive","sentiment_score":0.5467895865440369},{"word":"department","start":3.6799998,"end":4.16,"confidence":0.99658203,"punctuated_word":"department.","sentiment":"positive","sentiment_score":0.5742250680923462},{"word":"how","start":4.16,"end":4.3199997,"confidence":1.0,"punctuated_word":"How","sentiment":"positive","sentiment_score":0.5497687458992004},{"word":"may","start":4.3199997,"end":4.3999996,"confidence":1.0,"punctuated_word":"may","sentiment":"positive","sentiment_score":0.5601728558540344},{"word":"i","start":4.3999996,"end":4.48,"confidence":0.9892578,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.5743008852005005},{"word":"help","start":4.48,"end":4.7999997,"confidence":1.0,"punctuated_word":"help","sentiment":"positive","sentiment_score":0.5452497601509094},{"word":"you","start":4.7999997,"end":4.96,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.5715294480323792},{"word":"today","start":4.96,"end":5.46,"confidence":1.0,"punctuated_word":"today?","sentiment":"positive","sentiment_score":0.476920485496521},{"word":"oh","start":12.0,"end":12.16,"confidence":0.99316406,"punctuated_word":"Oh,","sentiment":"positive","sentiment_score":0.3653908967971802},{"word":"sure","start":12.16,"end":12.48,"confidence":0.99853516,"punctuated_word":"sure.","sentiment":"positive","sentiment_score":0.36898985505104065},{"word":"i","start":12.48,"end":12.559999,"confidence":1.0,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.5192578434944153},{"word":"would","start":12.559999,"end":12.719999,"confidence":1.0,"punctuated_word":"would","sentiment":"positive","sentiment_score":0.5739020705223083},{"word":"love","start":12.719999,"end":13.04,"confidence":1.0,"punctuated_word":"love","sentiment":"positive","sentiment_score":0.7107732892036438},{"word":"to","start":13.04,"end":13.2,"confidence":1.0,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.6109302043914795},{"word":"assist","start":13.2,"end":13.5199995,"confidence":1.0,"punctuated_word":"assist","sentiment":"positive","sentiment_score":0.5807871222496033},{"word":"you","start":13.5199995,"end":13.679999,"confidence":0.9921875,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.6246221661567688},{"word":"today","start":13.679999,"end":14.179999,"confidence":1.0,"punctuated_word":"today.","sentiment":"positive","sentiment_score":0.6078062057495117},{"word":"let","start":14.24,"end":14.4,"confidence":1.0,"punctuated_word":"Let","sentiment":"positive","sentiment_score":0.3529278039932251},{"word":"me","start":14.4,"end":14.559999,"confidence":1.0,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.319957435131073},{"word":"just","start":14.559999,"end":14.835,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.24384701251983645},{"word":"pull","start":14.835,"end":15.075,"confidence":1.0,"punctuated_word":"pull","sentiment":"neutral","sentiment_score":0.2689550518989563},{"word":"out","start":15.075,"end":15.128333,"confidence":0.66308594,"punctuated_word":"out","sentiment":"neutral","sentiment_score":0.2334546595811844},{"word":"your","start":15.128333,"end":15.181666,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.235121950507164},{"word":"account","start":15.181666,"end":15.235,"confidence":1.0,"punctuated_word":"account","sentiment":"neutral","sentiment_score":0.21981285512447357},{"word":"here","start":15.235,"end":15.735,"confidence":1.0,"punctuated_word":"here.","sentiment":"neutral","sentiment_score":0.2951975464820862},{"word":"may","start":16.115,"end":16.235,"confidence":1.0,"punctuated_word":"May","sentiment":"neutral","sentiment_score":0.1889209896326065},{"word":"i","start":16.235,"end":16.355,"confidence":0.9980469,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.1866161972284317},{"word":"have","start":16.355,"end":16.515,"confidence":1.0,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.1952291280031204},{"word":"your","start":16.515,"end":16.755,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.2015247642993927},{"word":"full","start":16.755,"end":16.994999,"confidence":1.0,"punctuated_word":"full","sentiment":"neutral","sentiment_score":0.2613656520843506},{"word":"name","start":16.994999,"end":17.315,"confidence":0.99902344,"punctuated_word":"name,","sentiment":"neutral","sentiment_score":0.21090948581695557},{"word":"please","start":17.315,"end":17.815,"confidence":0.9995117,"punctuated_word":"please?","sentiment":"neutral","sentiment_score":0.2276407778263092},{"word":"thank","start":21.075,"end":21.395,"confidence":0.99902344,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.5515243411064148},{"word":"you","start":21.395,"end":21.795,"confidence":1.0,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.4863570928573608},{"word":"nice","start":21.795,"end":22.115,"confidence":1.0,"punctuated_word":"Nice","sentiment":"positive","sentiment_score":0.7314630746841431},{"word":"to","start":22.115,"end":22.275,"confidence":1.0,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.7404990792274475},{"word":"have","start":22.275,"end":22.435,"confidence":1.0,"punctuated_word":"have","sentiment":"positive","sentiment_score":0.6978514790534973},{"word":"you","start":22.435,"end":22.595,"confidence":0.98095703,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.5659742951393127},{"word":"on","start":22.595,"end":22.675,"confidence":0.53466797,"punctuated_word":"on","sentiment":"positive","sentiment_score":0.6881372332572937},{"word":"the","start":22.675,"end":22.835,"confidence":1.0,"punctuated_word":"the","sentiment":"positive","sentiment_score":0.6893703937530518},{"word":"line","start":22.835,"end":23.235,"confidence":0.9970703,"punctuated_word":"line,","sentiment":"positive","sentiment_score":0.7756943702697754},{"word":"miss","start":23.235,"end":23.555,"confidence":0.9951172,"punctuated_word":"miss","sentiment":"positive","sentiment_score":0.6696452498435974},{"word":"elfin","start":23.555,"end":24.035,"confidence":0.66084796,"punctuated_word":"Elfin.","sentiment":"positive","sentiment_score":0.6667231917381287},{"word":"just","start":24.035,"end":24.275,"confidence":0.9970703,"punctuated_word":"Just","sentiment":"positive","sentiment_score":0.4743148386478424},{"word":"give","start":24.275,"end":24.435,"confidence":0.99902344,"punctuated_word":"give","sentiment":"positive","sentiment_score":0.4346486032009125},{"word":"me","start":24.435,"end":24.595001,"confidence":0.99902344,"punctuated_word":"me","sentiment":"positive","sentiment_score":0.475300669670105},{"word":"a","start":24.595001,"end":24.675,"confidence":0.99902344,"punctuated_word":"a","sentiment":"positive","sentiment_score":0.4517347812652588},{"word":"moment","start":24.675,"end":25.154999,"confidence":0.99658203,"punctuated_word":"moment.","sentiment":"positive","sentiment_score":0.4878486394882202},{"word":"let","start":25.154999,"end":25.314999,"confidence":1.0,"punctuated_word":"Let","sentiment":"neutral","sentiment_score":0.33148983120918274},{"word":"me","start":25.314999,"end":25.474998,"confidence":1.0,"punctuated_word":"me","sentiment":"positive","sentiment_score":0.33712732791900635},{"word":"go","start":25.474998,"end":25.715,"confidence":1.0,"punctuated_word":"go","sentiment":"neutral","sentiment_score":0.29911917448043823},{"word":"over","start":25.715,"end":25.955,"confidence":1.0,"punctuated_word":"over","sentiment":"positive","sentiment_score":0.4050602912902832},{"word":"to","start":25.955,"end":26.115,"confidence":0.9980469,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.29325804114341736},{"word":"your","start":26.115,"end":26.275,"confidence":1.0,"punctuated_word":"your","sentiment":"positive","sentiment_score":0.3486751317977905},{"word":"account","start":26.275,"end":26.675,"confidence":1.0,"punctuated_word":"account","sentiment":"neutral","sentiment_score":0.31852808594703674},{"word":"so","start":26.675,"end":26.835,"confidence":0.9472656,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.4003413021564483},{"word":"i","start":26.835,"end":26.994999,"confidence":1.0,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.563150942325592},{"word":"can","start":26.994999,"end":27.235,"confidence":1.0,"punctuated_word":"can","sentiment":"positive","sentiment_score":0.5624567270278931},{"word":"assist","start":27.235,"end":27.555,"confidence":1.0,"punctuated_word":"assist","sentiment":"positive","sentiment_score":0.5488899350166321},{"word":"you","start":27.555,"end":27.955,"confidence":0.99902344,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.6419662833213806},{"word":"accordingly","start":27.955,"end":28.455,"confidence":0.9995117,"punctuated_word":"accordingly.","sentiment":"positive","sentiment_score":0.5257925987243652},{"word":"okay","start":28.675,"end":29.175,"confidence":0.9995117,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.2778972387313843},{"word":"thank","start":31.25,"end":31.65,"confidence":0.7373047,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.3882511258125305},{"word":"you","start":31.65,"end":32.15,"confidence":0.99902344,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.31013333797454834},{"word":"okay","start":61.52,"end":61.760002,"confidence":0.86083984,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.16667430102825165},{"word":"thank","start":61.760002,"end":62.0,"confidence":0.9980469,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.42538484930992126},{"word":"you","start":62.0,"end":62.16,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.41385406255722046},{"word":"so","start":62.16,"end":62.32,"confidence":1.0,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.37471553683280945},{"word":"much","start":62.32,"end":62.48,"confidence":1.0,"punctuated_word":"much","sentiment":"positive","sentiment_score":0.4918191730976105},{"word":"for","start":62.48,"end":62.64,"confidence":1.0,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.5903337597846985},{"word":"patiently","start":62.64,"end":63.14,"confidence":0.94628906,"punctuated_word":"patiently","sentiment":"positive","sentiment_score":0.5381211638450623},{"word":"waiting","start":63.2,"end":63.68,"confidence":0.9995117,"punctuated_word":"waiting.","sentiment":"positive","sentiment_score":0.6086291074752808},{"word":"so","start":63.68,"end":64.18,"confidence":0.9863281,"punctuated_word":"So,","sentiment":"neutral","sentiment_score":0.21343916654586792},{"word":"something","start":64.4,"end":64.9,"confidence":0.5311279,"punctuated_word":"something,","sentiment":"neutral","sentiment_score":0.18015116453170776},{"word":"which","start":65.76,"end":66.24,"confidence":1.0,"punctuated_word":"which","sentiment":"neutral","sentiment_score":0.13449513912200928},{"word":"payment","start":66.24,"end":66.72,"confidence":1.0,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":0.15198083221912384},{"word":"method","start":66.72,"end":67.04,"confidence":0.9790039,"punctuated_word":"method","sentiment":"neutral","sentiment_score":0.1274583488702774},{"word":"you","start":67.04,"end":67.2,"confidence":0.9741211,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.0959843248128891},{"word":"would","start":67.2,"end":67.44,"confidence":1.0,"punctuated_word":"would","sentiment":"neutral","sentiment_score":0.105661578476429},{"word":"like","start":67.44,"end":67.68,"confidence":1.0,"punctuated_word":"like","sentiment":"neutral","sentiment_score":0.12170883268117905},{"word":"to","start":67.68,"end":67.840004,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.16928516328334808},{"word":"set","start":67.840004,"end":68.08,"confidence":0.97802734,"punctuated_word":"set","sentiment":"neutral","sentiment_score":0.2145567089319229},{"word":"up","start":68.08,"end":68.24,"confidence":0.9951172,"punctuated_word":"up","sentiment":"neutral","sentiment_score":0.2120029777288437},{"word":"for","start":68.24,"end":68.56,"confidence":0.9980469,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.29215124249458313},{"word":"direct","start":68.56,"end":68.96,"confidence":0.9404297,"punctuated_word":"direct","sentiment":"neutral","sentiment_score":0.2679290175437927},{"word":"debit","start":68.96,"end":69.46,"confidence":0.98706055,"punctuated_word":"debit?","sentiment":"neutral","sentiment_score":0.20237430930137632},{"word":"is","start":69.875,"end":70.035,"confidence":0.9707031,"punctuated_word":"Is","sentiment":"neutral","sentiment_score":0.01302164327353239},{"word":"it","start":70.035,"end":70.275,"confidence":0.99902344,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.056079037487506866},{"word":"a","start":70.275,"end":70.435,"confidence":0.9863281,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.04150732606649399},{"word":"bank","start":70.435,"end":70.755,"confidence":1.0,"punctuated_word":"bank","sentiment":"neutral","sentiment_score":0.05729077756404877},{"word":"account","start":70.755,"end":71.255,"confidence":1.0,"punctuated_word":"account","sentiment":"neutral","sentiment_score":0.04468140751123428},{"word":"or","start":71.315,"end":71.555,"confidence":0.99609375,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.013713721185922624},{"word":"a","start":71.555,"end":71.795,"confidence":1.0,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.08170989900827408},{"word":"card","start":71.795,"end":72.295,"confidence":1.0,"punctuated_word":"card?","sentiment":"neutral","sentiment_score":0.08806650340557098},{"word":"okay","start":74.995,"end":75.475,"confidence":0.79418945,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.3328940272331238},{"word":"that's","start":75.475,"end":75.795,"confidence":0.9995117,"punctuated_word":"That's","sentiment":"positive","sentiment_score":0.5844204425811768},{"word":"perfect","start":75.795,"end":76.295,"confidence":0.9995117,"punctuated_word":"perfect.","sentiment":"positive","sentiment_score":0.6280360817909241},{"word":"one","start":76.355,"end":76.595,"confidence":1.0,"punctuated_word":"One","sentiment":"positive","sentiment_score":0.35031166672706604},{"word":"moment","start":76.595,"end":77.075,"confidence":0.9995117,"punctuated_word":"moment.","sentiment":"positive","sentiment_score":0.34230944514274597},{"word":"let","start":77.075,"end":77.395,"confidence":1.0,"punctuated_word":"Let","sentiment":"neutral","sentiment_score":0.24066779017448425},{"word":"me","start":77.395,"end":77.635,"confidence":1.0,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.2669288218021393},{"word":"go","start":77.635,"end":77.875,"confidence":1.0,"punctuated_word":"go","sentiment":"neutral","sentiment_score":0.2658066749572754},{"word":"to","start":77.875,"end":78.035,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.24565711617469788},{"word":"that","start":78.035,"end":78.435,"confidence":1.0,"punctuated_word":"that","sentiment":"neutral","sentiment_score":0.2496458888053894},{"word":"option","start":78.435,"end":78.915,"confidence":1.0,"punctuated_word":"option","sentiment":"neutral","sentiment_score":0.1635954976081848},{"word":"here","start":78.915,"end":79.395004,"confidence":0.9980469,"punctuated_word":"here","sentiment":"neutral","sentiment_score":0.2816168963909149},{"word":"and","start":79.395004,"end":79.635,"confidence":0.8408203,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.1819408088922501},{"word":"then","start":79.635,"end":80.135,"confidence":1.0,"punctuated_word":"then","sentiment":"neutral","sentiment_score":0.22718527913093567},{"word":"obtain","start":80.755,"end":81.255,"confidence":1.0,"punctuated_word":"obtain","sentiment":"neutral","sentiment_score":0.20122751593589783},{"word":"your","start":81.315,"end":81.815,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.25597327947616577},{"word":"details","start":82.115,"end":82.615,"confidence":0.9970703,"punctuated_word":"details.","sentiment":"neutral","sentiment_score":0.290543794631958},{"word":"and","start":83.170006,"end":83.33,"confidence":0.99121094,"punctuated_word":"And","sentiment":"neutral","sentiment_score":0.24774323403835297},{"word":"then","start":83.33,"end":83.490005,"confidence":1.0,"punctuated_word":"then","sentiment":"neutral","sentiment_score":0.23243176937103271},{"word":"once","start":83.490005,"end":83.89,"confidence":0.9970703,"punctuated_word":"once","sentiment":"neutral","sentiment_score":0.24840116500854492},{"word":"the","start":83.89,"end":84.130005,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.28703728318214417},{"word":"direct","start":84.130005,"end":84.53,"confidence":0.9604492,"punctuated_word":"direct","sentiment":"neutral","sentiment_score":0.2851914167404175},{"word":"debit","start":84.53,"end":84.85,"confidence":1.0,"punctuated_word":"debit","sentiment":"neutral","sentiment_score":0.2996455132961273},{"word":"has","start":84.85,"end":85.090004,"confidence":0.99902344,"punctuated_word":"has","sentiment":"neutral","sentiment_score":0.24052631855010984},{"word":"been","start":85.090004,"end":85.33,"confidence":1.0,"punctuated_word":"been","sentiment":"neutral","sentiment_score":0.29641854763031006},{"word":"set","start":85.33,"end":85.57,"confidence":0.99316406,"punctuated_word":"set","sentiment":"positive","sentiment_score":0.3452922999858856},{"word":"up","start":85.57,"end":85.89,"confidence":1.0,"punctuated_word":"up","sentiment":"positive","sentiment_score":0.3368687033653259},{"word":"successfully","start":85.89,"end":86.39,"confidence":0.9980469,"punctuated_word":"successfully,","sentiment":"positive","sentiment_score":0.4098236560821533},{"word":"you","start":87.25,"end":87.41,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.3659804761409759},{"word":"will","start":87.41,"end":87.65,"confidence":1.0,"punctuated_word":"will","sentiment":"positive","sentiment_score":0.3472558259963989},{"word":"also","start":87.65,"end":88.05,"confidence":1.0,"punctuated_word":"also","sentiment":"neutral","sentiment_score":0.29003316164016724},{"word":"receive","start":88.05,"end":88.55,"confidence":1.0,"punctuated_word":"receive","sentiment":"neutral","sentiment_score":0.2951151728630066},{"word":"a","start":88.770004,"end":88.93,"confidence":0.9980469,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.27416664361953735},{"word":"terms","start":88.93,"end":89.25,"confidence":0.60791016,"punctuated_word":"terms","sentiment":"neutral","sentiment_score":0.22271348536014557},{"word":"and","start":89.25,"end":89.41,"confidence":0.99609375,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.27044832706451416},{"word":"agreement","start":89.41,"end":89.91,"confidence":0.99902344,"punctuated_word":"agreement","sentiment":"neutral","sentiment_score":0.25343915820121765},{"word":"via","start":90.05,"end":90.37,"confidence":0.99902344,"punctuated_word":"via","sentiment":"neutral","sentiment_score":0.25685960054397583},{"word":"email","start":90.37,"end":90.85,"confidence":0.99902344,"punctuated_word":"email","sentiment":"neutral","sentiment_score":0.31524717807769775},{"word":"for","start":90.85,"end":91.01,"confidence":0.9838867,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.2667834460735321},{"word":"your","start":91.01,"end":91.17,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.25413957238197327},{"word":"reference","start":91.17,"end":91.67,"confidence":0.9995117,"punctuated_word":"reference.","sentiment":"neutral","sentiment_score":0.2570600211620331},{"word":"okay","start":91.73,"end":92.23,"confidence":0.99902344,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.11892576515674592},{"word":"one","start":95.33,"end":95.57,"confidence":0.99609375,"punctuated_word":"One","sentiment":"neutral","sentiment_score":0.05771324783563614},{"word":"moment","start":95.57,"end":95.97,"confidence":0.99609375,"punctuated_word":"moment.","sentiment":"neutral","sentiment_score":0.062278151512146},{"word":"it's","start":95.97,"end":96.255,"confidence":1.0,"punctuated_word":"It's","sentiment":"neutral","sentiment_score":0.08453013002872467},{"word":"still","start":96.335,"end":96.655,"confidence":1.0,"punctuated_word":"still","sentiment":"neutral","sentiment_score":0.10414082556962968},{"word":"loading","start":96.655,"end":97.155,"confidence":1.0,"punctuated_word":"loading.","sentiment":"neutral","sentiment_score":0.0677962675690651},{"word":"oh","start":100.255,"end":100.575,"confidence":0.98657227,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.12034404277801514},{"word":"within","start":100.575,"end":101.075,"confidence":0.99902344,"punctuated_word":"within","sentiment":"neutral","sentiment_score":0.08923478424549103},{"word":"fifteen","start":102.015,"end":102.494995,"confidence":0.99902344,"punctuated_word":"fifteen","sentiment":"neutral","sentiment_score":0.11633338034152985},{"word":"to","start":102.494995,"end":102.814995,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.09003017842769623},{"word":"thirty","start":102.814995,"end":103.134995,"confidence":0.99902344,"punctuated_word":"thirty","sentiment":"neutral","sentiment_score":0.1095951646566391},{"word":"minutes","start":103.134995,"end":103.615,"confidence":0.94873047,"punctuated_word":"minutes,","sentiment":"neutral","sentiment_score":0.14618656039237976},{"word":"it","start":103.615,"end":103.774994,"confidence":1.0,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.13481417298316956},{"word":"will","start":103.774994,"end":104.015,"confidence":0.99902344,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.12335485965013504},{"word":"be","start":104.015,"end":104.255,"confidence":1.0,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.13010860979557037},{"word":"activated","start":104.255,"end":104.755,"confidence":0.99194336,"punctuated_word":"activated.","sentiment":"neutral","sentiment_score":0.1329440027475357},{"word":"so","start":105.055,"end":105.555,"confidence":1.0,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.10107103735208511},{"word":"after","start":105.774994,"end":106.274994,"confidence":0.99609375,"punctuated_word":"after","sentiment":"neutral","sentiment_score":0.0942525863647461},{"word":"you","start":106.575,"end":106.814995,"confidence":0.9165039,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.15742070972919464},{"word":"receive","start":106.814995,"end":107.215,"confidence":0.91503906,"punctuated_word":"receive","sentiment":"neutral","sentiment_score":0.12647852301597595},{"word":"the","start":107.215,"end":107.715,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.1854918897151947},{"word":"agreement","start":108.75,"end":109.149994,"confidence":0.9946289,"punctuated_word":"agreement,","sentiment":"neutral","sentiment_score":0.18896910548210144},{"word":"it","start":109.149994,"end":109.31,"confidence":0.98828125,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.20170316100120544},{"word":"means","start":109.31,"end":109.549995,"confidence":0.9970703,"punctuated_word":"means","sentiment":"neutral","sentiment_score":0.18566922843456268},{"word":"to","start":109.549995,"end":109.71,"confidence":0.97509766,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.18531540036201477},{"word":"say","start":109.71,"end":109.869995,"confidence":0.99902344,"punctuated_word":"say","sentiment":"neutral","sentiment_score":0.15950432419776917},{"word":"it's","start":109.869995,"end":110.10999,"confidence":0.9250488,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":0.2434122264385223},{"word":"already","start":110.10999,"end":110.59,"confidence":1.0,"punctuated_word":"already","sentiment":"positive","sentiment_score":0.3739031851291657},{"word":"been","start":110.59,"end":110.829994,"confidence":0.99902344,"punctuated_word":"been","sentiment":"neutral","sentiment_score":0.33277204632759094},{"word":"set","start":110.829994,"end":110.99,"confidence":0.98828125,"punctuated_word":"set","sentiment":"positive","sentiment_score":0.3685307502746582},{"word":"up","start":110.99,"end":111.149994,"confidence":1.0,"punctuated_word":"up","sentiment":"positive","sentiment_score":0.45911574363708496},{"word":"and","start":111.149994,"end":111.39,"confidence":0.5029297,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.2902835011482239},{"word":"you","start":111.39,"end":111.549995,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.2819950580596924},{"word":"don't","start":111.549995,"end":111.78999,"confidence":1.0,"punctuated_word":"don't","sentiment":"neutral","sentiment_score":0.13124015927314758},{"word":"need","start":111.78999,"end":111.95,"confidence":1.0,"punctuated_word":"need","sentiment":"neutral","sentiment_score":0.18501657247543335},{"word":"to","start":111.95,"end":112.03,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.1903853714466095},{"word":"do","start":112.03,"end":112.53,"confidence":1.0,"punctuated_word":"do","sentiment":"neutral","sentiment_score":0.1530352234840393},{"word":"anything","start":112.75,"end":113.229996,"confidence":1.0,"punctuated_word":"anything","sentiment":"neutral","sentiment_score":0.18233385682106015},{"word":"on","start":113.229996,"end":113.39,"confidence":1.0,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.09165838360786438},{"word":"your","start":113.39,"end":113.549995,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.18876442313194275},{"word":"end","start":113.549995,"end":113.95,"confidence":1.0,"punctuated_word":"end","sentiment":"neutral","sentiment_score":0.1652780324220657},{"word":"on","start":113.95,"end":114.03,"confidence":0.9277344,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.19840747117996216},{"word":"a","start":114.03,"end":114.189995,"confidence":1.0,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.18141594529151917},{"word":"monthly","start":114.189995,"end":114.59,"confidence":1.0,"punctuated_word":"monthly","sentiment":"neutral","sentiment_score":0.18323014676570892},{"word":"basis","start":114.59,"end":115.09,"confidence":0.94433594,"punctuated_word":"basis.","sentiment":"neutral","sentiment_score":0.19718122482299805},{"word":"we","start":115.71,"end":115.95,"confidence":0.9980469,"punctuated_word":"We","sentiment":"neutral","sentiment_score":0.17562682926654816},{"word":"our","start":116.10999,"end":116.509995,"confidence":0.99609375,"punctuated_word":"our","sentiment":"neutral","sentiment_score":0.1830335408449173},{"word":"accounts","start":116.509995,"end":116.99,"confidence":0.74902344,"punctuated_word":"accounts","sentiment":"neutral","sentiment_score":0.18111033737659457},{"word":"back","start":116.99,"end":117.149994,"confidence":0.86035156,"punctuated_word":"back","sentiment":"neutral","sentiment_score":0.17981955409049988},{"word":"end","start":117.149994,"end":117.46999,"confidence":0.984375,"punctuated_word":"end","sentiment":"neutral","sentiment_score":0.18473570048809052},{"word":"will","start":117.46999,"end":117.63,"confidence":0.92578125,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.2022201120853424},{"word":"be","start":117.63,"end":117.869995,"confidence":0.99902344,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.16868151724338531},{"word":"processing","start":117.869995,"end":118.35,"confidence":1.0,"punctuated_word":"processing","sentiment":"neutral","sentiment_score":0.16216550767421722},{"word":"the","start":118.35,"end":118.509995,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.15525388717651367},{"word":"payment","start":118.509995,"end":118.99,"confidence":1.0,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":0.1363091766834259},{"word":"between","start":118.99,"end":119.39,"confidence":1.0,"punctuated_word":"between","sentiment":"neutral","sentiment_score":0.1216382384300232},{"word":"the","start":119.39,"end":119.63,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.176202192902565},{"word":"fifth","start":119.63,"end":119.95,"confidence":0.9980469,"punctuated_word":"fifth","sentiment":"neutral","sentiment_score":0.1732499599456787},{"word":"until","start":119.95,"end":120.35,"confidence":0.8076172,"punctuated_word":"until","sentiment":"neutral","sentiment_score":0.13866843283176422},{"word":"the","start":120.35,"end":120.59,"confidence":0.99902344,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.20194190740585327},{"word":"tenth","start":120.59,"end":121.005,"confidence":0.9760742,"punctuated_word":"tenth.","sentiment":"neutral","sentiment_score":0.1892360895872116},{"word":"so","start":121.085,"end":121.405,"confidence":1.0,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.20162472128868103},{"word":"with","start":121.405,"end":121.485,"confidence":0.9970703,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.20924478769302368},{"word":"those","start":121.485,"end":121.965,"confidence":0.99609375,"punctuated_word":"those","sentiment":"neutral","sentiment_score":0.18555858731269836},{"word":"time","start":121.965,"end":122.284996,"confidence":0.99902344,"punctuated_word":"time","sentiment":"neutral","sentiment_score":0.16947320103645325},{"word":"period","start":122.284996,"end":122.685,"confidence":0.9897461,"punctuated_word":"period,","sentiment":"neutral","sentiment_score":0.2219424843788147},{"word":"you","start":122.685,"end":122.84499,"confidence":0.9970703,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.22301822900772095},{"word":"just","start":122.84499,"end":123.16499,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.2215656042098999},{"word":"need","start":123.16499,"end":123.325,"confidence":1.0,"punctuated_word":"need","sentiment":"neutral","sentiment_score":0.22209176421165464},{"word":"to","start":123.325,"end":123.564995,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.20836645364761353},{"word":"ensure","start":123.564995,"end":123.884995,"confidence":1.0,"punctuated_word":"ensure","sentiment":"neutral","sentiment_score":0.1788204163312912},{"word":"that","start":123.884995,"end":124.125,"confidence":1.0,"punctuated_word":"that","sentiment":"neutral","sentiment_score":0.243702694773674},{"word":"your","start":124.125,"end":124.445,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.28573793172836304},{"word":"funds","start":124.445,"end":124.765,"confidence":0.9941406,"punctuated_word":"funds","sentiment":"neutral","sentiment_score":0.2636568546295166},{"word":"is","start":124.765,"end":125.005,"confidence":0.9980469,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.291106641292572},{"word":"available","start":125.005,"end":125.505,"confidence":1.0,"punctuated_word":"available","sentiment":"neutral","sentiment_score":0.2785644829273224},{"word":"so","start":125.884995,"end":126.125,"confidence":0.8041992,"punctuated_word":"so","sentiment":"neutral","sentiment_score":0.3093131184577942},{"word":"the","start":126.125,"end":126.284996,"confidence":0.9770508,"punctuated_word":"the","sentiment":"positive","sentiment_score":0.3604116439819336},{"word":"payment","start":126.284996,"end":126.685,"confidence":1.0,"punctuated_word":"payment","sentiment":"positive","sentiment_score":0.37806934118270874},{"word":"will","start":126.685,"end":127.005,"confidence":1.0,"punctuated_word":"will","sentiment":"positive","sentiment_score":0.3580474555492401},{"word":"be","start":127.005,"end":127.405,"confidence":1.0,"punctuated_word":"be","sentiment":"positive","sentiment_score":0.3648785352706909},{"word":"successfully","start":127.405,"end":127.905,"confidence":0.8618164,"punctuated_word":"successfully","sentiment":"positive","sentiment_score":0.37483400106430054},{"word":"processed","start":128.205,"end":128.705,"confidence":0.9160156,"punctuated_word":"processed","sentiment":"positive","sentiment_score":0.4210740029811859},{"word":"and","start":128.765,"end":129.005,"confidence":0.98828125,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.32179754972457886},{"word":"avoid","start":129.005,"end":129.405,"confidence":1.0,"punctuated_word":"avoid","sentiment":"neutral","sentiment_score":0.12530803680419922},{"word":"delay","start":129.405,"end":129.805,"confidence":0.99658203,"punctuated_word":"delay.","sentiment":"neutral","sentiment_score":0.05294766277074814},{"word":"okay","start":129.805,"end":130.305,"confidence":0.9980469,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.009773784317076206}],"paragraphs":{"transcript":"\nHi. Thank you so much for calling Airtel. This is accounts department. How may I help you today? Oh, sure.\n\nI would love to assist you today. Let me just pull out your account here. May I have your full name, please? Thank you. Nice to have you on the line, miss Elfin.\n\nJust give me a moment. Let me go over to your account so I can assist you accordingly. Okay? Thank you. Okay.\n\nThank you so much for patiently waiting. So, something, which payment method you would like to set up for direct debit? Is it a bank account or a card? Okay. That's perfect.\n\nOne moment. Let me go to that option here and then obtain your details. And then once the direct debit has been set up successfully, you will also receive a terms and agreement via email for your reference. Okay? One moment.\n\nIt's still loading. Oh, within fifteen to thirty minutes, it will be activated. So after you receive the agreement, it means to say it's already been set up and you don't need to do anything on your end on a monthly basis. We our accounts back end will be processing the payment between the fifth until the tenth. So with those time period, you just need to ensure that your funds is available so the payment will be successfully processed and avoid delay.\n\nOkay?","paragraphs":[{"sentences":[{"text":"Hi.","start":0.64,"end":0.96,"sentiment":"positive","sentiment_score":0.3744229078292846},{"text":"Thank you so much for calling Airtel.","start":0.96,"end":2.74,"sentiment":"positive","sentiment_score":0.6518155421529498},{"text":"This is accounts department.","start":2.8,"end":4.16,"sentiment":"positive","sentiment_score":0.5630427747964859},{"text":"How may I help you today?","start":4.16,"end":5.46,"sentiment":"positive","sentiment_score":0.5463236967722574},{"text":"Oh, sure.","start":12.0,"end":12.48,"sentiment":"positive","sentiment_score":0.3671903759241104}],"sentiment":"positive","sentiment_score":0.5600812867283821,"num_words":20,"start":0.64,"end":12.48},{"sentences":[{"text":"I would love to assist you today.","start":12.48,"end":14.179999,"sentiment":"positive","sentiment_score":0.6040112716811044},{"text":"Let me just pull out your account here.","start":14.24,"end":15.735,"sentiment":"neutral","sentiment_score":0.27115928940474987},{"text":"May I have your full name, please?","start":16.115,"end":17.815,"sentiment":"neutral","sentiment_score":0.21031528498445237},{"text":"Thank you.","start":21.075,"end":21.795,"sentiment":"positive","sentiment_score":0.5189407169818878},{"text":"Nice to have you on the line, miss Elfin.","start":21.795,"end":24.035,"sentiment":"positive","sentiment_score":0.691706485218472}],"sentiment":"positive","sentiment_score":0.4585696973583915,"num_words":33,"start":12.48,"end":24.035},{"sentences":[{"text":"Just give me a moment.","start":24.035,"end":25.154999,"sentiment":"positive","sentiment_score":0.4647695064544678},{"text":"Let me go over to your account so I can assist you accordingly.","start":25.154999,"end":28.455,"sentiment":"positive","sentiment_score":0.42891197479688203},{"text":"Okay?","start":28.675,"end":29.175,"sentiment":"neutral","sentiment_score":0.2778972387313843},{"text":"Thank you.","start":31.25,"end":32.15,"sentiment":"positive","sentiment_score":0.34919223189353943},{"text":"Okay.","start":61.52,"end":61.760002,"sentiment":"neutral","sentiment_score":0.16667430102825165}],"sentiment":"positive","sentiment_score":0.41102996400811453,"num_words":22,"start":24.035,"end":61.760002},{"sentences":[{"text":"Thank you so much for patiently waiting.","start":61.760002,"end":63.68,"sentiment":"positive","sentiment_score":0.49183680755751474},{"text":"So, something, which payment method you would like to set up for direct debit?","start":63.68,"end":69.46,"sentiment":"neutral","sentiment_score":0.17779848618166788},{"text":"Is it a bank account or a card?","start":69.875,"end":72.295,"sentiment":"neutral","sentiment_score":0.049508789437823},{"text":"Okay.","start":74.995,"end":75.475,"sentiment":"neutral","sentiment_score":0.3328940272331238},{"text":"That's perfect.","start":75.475,"end":76.295,"sentiment":"positive","sentiment_score":0.6062282621860504}],"sentiment":"neutral","sentiment_score":0.24604554145480506,"num_words":32,"start":61.760002,"end":76.295},{"sentences":[{"text":"One moment.","start":76.355,"end":77.075,"sentiment":"positive","sentiment_score":0.346310555934906},{"text":"Let me go to that option here and then obtain your details.","start":77.075,"end":82.615,"sentiment":"neutral","sentiment_score":0.23923244699835777},{"text":"And then once the direct debit has been set up successfully, you will also receive a terms and agreement via email for your reference.","start":83.170006,"end":91.67,"sentiment":"neutral","sentiment_score":0.2874425823489825},{"text":"Okay?","start":91.73,"end":92.23,"sentiment":"neutral","sentiment_score":0.11892576515674592},{"text":"One moment.","start":95.33,"end":95.97,"sentiment":"neutral","sentiment_score":0.05999569967389107}],"sentiment":"neutral","sentiment_score":0.2609987711397613,"num_words":41,"start":76.355,"end":95.97},{"sentences":[{"text":"It's still loading.","start":95.97,"end":97.155,"sentiment":"neutral","sentiment_score":0.08548907438913982},{"text":"Oh, within fifteen to thirty minutes, it will be activated.","start":100.255,"end":104.755,"sentiment":"neutral","sentiment_score":0.11929457560181618},{"text":"So after you receive the agreement, it means to say it's already been set up and you don't need to do anything on your end on a monthly basis.","start":105.055,"end":115.09,"sentiment":"neutral","sentiment_score":0.20633914784110827},{"text":"We our accounts back end will be processing the payment between the fifth until the tenth.","start":115.71,"end":121.005,"sentiment":"neutral","sentiment_score":0.17061831150203943},{"text":"So with those time period, you just need to ensure that your funds is available so the payment will be successfully processed and avoid delay.","start":121.085,"end":129.805,"sentiment":"neutral","sentiment_score":0.2588462480902672}],"sentiment":"neutral","sentiment_score":0.20041322232369918,"num_words":83,"start":95.97,"end":129.805},{"sentences":[{"text":"Okay?","start":129.805,"end":130.305,"sentiment":"neutral","sentiment_score":0.009773784317076206}],"sentiment":"neutral","sentiment_score":0.009773784317076206,"num_words":1,"start":129.805,"end":130.305}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hi. Thank you so much for calling Airtel. This is accounts department. How may I help you today?\n\nChannel 0: Hello. Hi. I would like to set up a direct debit for my bill.\n\nChannel 1: Oh, sure. I would love to assist you today. Let me just pull out your account here. May I have your full name, please? Thank you.\n\nNice to have you on the line, miss Elfin. Just give me a moment. Let me go over to your account so I can assist you accordingly. Okay? Thank you.\n\nChannel 0: Okay.\n\nChannel 1: Okay. Thank you so much for patiently waiting. So, something, which payment method you would like to set up for direct debit? Is it a bank account or a card?\n\nChannel 0: Credit card.\n\nChannel 1: Okay. That's perfect. One moment. Let me go to that option here and then obtain your details. And then once the direct debit has been set up successfully, you will also receive a terms and agreement via email for your reference.\n\nOkay?\n\nChannel 0: Okay.\n\nChannel 1: One moment.\n\nChannel 0: How\n\nChannel 1: It's\n\nChannel 0: soon\n\nChannel 1: still\n\nChannel 0: will\n\nChannel 1: loading.\n\nChannel 0: it be activated?\n\nChannel 1: Oh, within fifteen to thirty minutes, it will be activated. So after\n\nChannel 0: Okay.\n\nChannel 1: you receive the agreement, it means to say it's already been set up and you don't need to do anything on your end on a monthly basis. We our accounts back end will be processing the payment between the fifth until the tenth. So with those time period, you just need to ensure that your funds is available so the payment will be successfully processed and avoid delay. Okay?\n\nChannel 0: But they said I'm supposed to pay","paragraphs":[{"sentences":[{"text":"Hi.","start":0.64,"end":0.96,"sentiment":"positive","sentiment_score":0.3744229078292846},{"text":"Thank you so much for calling Airtel.","start":0.96,"end":2.74,"sentiment":"positive","sentiment_score":0.6518155421529498},{"text":"This is accounts department.","start":2.8,"end":4.16,"sentiment":"positive","sentiment_score":0.5630427747964859},{"text":"How may I help you today?","start":4.16,"end":5.46,"sentiment":"positive","sentiment_score":0.5463236967722574}],"sentiment":"positive","sentiment_score":0.5815136101510789,"channel":1,"num_words":18,"start":0.64,"end":5.46},{"sentences":[{"text":"Hello.","start":6.72,"end":7.12,"sentiment":"neutral","sentiment_score":0.10242244601249696},{"text":"Hi.","start":7.12,"end":7.3599997,"sentiment":"neutral","sentiment_score":0.09974122047424316},{"text":"I would like to set up a direct debit for my bill.","start":7.3599997,"end":10.98,"sentiment":"neutral","sentiment_score":0.1302053121229013}],"sentiment":"neutral","sentiment_score":0.1260448151401111,"channel":0,"num_words":14,"start":6.72,"end":10.98},{"sentences":[{"text":"Oh, sure.","start":12.0,"end":12.48,"sentiment":"positive","sentiment_score":0.3671903759241104},{"text":"I would love to assist you today.","start":12.48,"end":14.179999,"sentiment":"positive","sentiment_score":0.6040112716811044},{"text":"Let me just pull out your account here.","start":14.24,"end":15.735,"sentiment":"neutral","sentiment_score":0.27115928940474987},{"text":"May I have your full name, please?","start":16.115,"end":17.815,"sentiment":"neutral","sentiment_score":0.21031528498445237},{"text":"Thank you.","start":21.075,"end":21.795,"sentiment":"positive","sentiment_score":0.5189407169818878}],"sentiment":"positive","sentiment_score":0.37083932298880357,"channel":1,"num_words":26,"start":12.0,"end":21.795},{"sentences":[{"text":"Nice to have you on the line, miss Elfin.","start":21.795,"end":24.035,"sentiment":"positive","sentiment_score":0.691706485218472},{"text":"Just give me a moment.","start":24.035,"end":25.154999,"sentiment":"positive","sentiment_score":0.4647695064544678},{"text":"Let me go over to your account so I can assist you accordingly.","start":25.154999,"end":28.455,"sentiment":"positive","sentiment_score":0.42891197479688203},{"text":"Okay?","start":28.675,"end":29.175,"sentiment":"neutral","sentiment_score":0.2778972387313843},{"text":"Thank you.","start":31.25,"end":32.15,"sentiment":"positive","sentiment_score":0.34919223189353943}],"sentiment":"positive","sentiment_score":0.5033781091372173,"channel":1,"num_words":30,"start":21.795,"end":32.15},{"sentences":[{"text":"Okay.","start":33.09,"end":33.59,"sentiment":"neutral","sentiment_score":0.13812732696533203}],"sentiment":"neutral","sentiment_score":0.13812732696533203,"channel":0,"num_words":1,"start":33.09,"end":33.59},{"sentences":[{"text":"Okay.","start":61.52,"end":61.760002,"sentiment":"neutral","sentiment_score":0.16667430102825165},{"text":"Thank you so much for patiently waiting.","start":61.760002,"end":63.68,"sentiment":"positive","sentiment_score":0.49183680755751474},{"text":"So, something, which payment method you would like to set up for direct debit?","start":63.68,"end":69.46,"sentiment":"neutral","sentiment_score":0.17779848618166788},{"text":"Is it a bank account or a card?","start":69.875,"end":72.295,"sentiment":"neutral","sentiment_score":0.049508789437823}],"sentiment":"neutral","sentiment_score":0.21649270253255964,"channel":1,"num_words":30,"start":61.52,"end":72.295},{"sentences":[{"text":"Credit card.","start":73.34499,"end":74.405,"sentiment":"neutral","sentiment_score":0.10514378547668457}],"sentiment":"neutral","sentiment_score":0.10514378547668457,"channel":0,"num_words":2,"start":73.34499,"end":74.405},{"sentences":[{"text":"Okay.","start":74.995,"end":75.475,"sentiment":"neutral","sentiment_score":0.3328940272331238},{"text":"That's perfect.","start":75.475,"end":76.295,"sentiment":"positive","sentiment_score":0.6062282621860504},{"text":"One moment.","start":76.355,"end":77.075,"sentiment":"positive","sentiment_score":0.346310555934906},{"text":"Let me go to that option here and then obtain your details.","start":77.075,"end":82.615,"sentiment":"neutral","sentiment_score":0.23923244699835777},{"text":"And then once the direct debit has been set up successfully, you will also receive a terms and agreement via email for your reference.","start":83.170006,"end":91.67,"sentiment":"neutral","sentiment_score":0.2874425823489825}],"sentiment":"neutral","sentiment_score":0.2928630000934368,"channel":1,"num_words":41,"start":74.995,"end":91.67},{"sentences":[{"text":"Okay?","start":91.73,"end":92.23,"sentiment":"neutral","sentiment_score":0.11892576515674592}],"sentiment":"neutral","sentiment_score":0.11892576515674592,"channel":1,"num_words":1,"start":91.73,"end":92.23},{"sentences":[{"text":"Okay.","start":93.165,"end":93.665,"sentiment":"neutral","sentiment_score":0.07138220965862274}],"sentiment":"neutral","sentiment_score":0.07138220965862274,"channel":0,"num_words":1,"start":93.165,"end":93.665},{"sentences":[{"text":"One moment.","start":95.33,"end":95.97,"sentiment":"neutral","sentiment_score":0.05999569967389107}],"sentiment":"neutral","sentiment_score":0.05999569967389107,"channel":1,"num_words":2,"start":95.33,"end":95.97},{"sentences":[{"text":"How","start":95.725,"end":96.045,"sentiment":"neutral","sentiment_score":0.06297852098941803}],"sentiment":"neutral","sentiment_score":0.06297852098941803,"channel":0,"num_words":1,"start":95.725,"end":96.045},{"sentences":[{"text":"It's","start":95.97,"end":96.255,"sentiment":"neutral","sentiment_score":0.08453013002872467}],"sentiment":"neutral","sentiment_score":0.08453013002872467,"channel":1,"num_words":1,"start":95.97,"end":96.255},{"sentences":[{"text":"soon","start":96.045,"end":96.424995,"sentiment":"neutral","sentiment_score":0.09682931751012802}],"sentiment":"neutral","sentiment_score":0.09682931751012802,"channel":0,"num_words":1,"start":96.045,"end":96.424995},{"sentences":[{"text":"still","start":96.335,"end":96.655,"sentiment":"neutral","sentiment_score":0.10414082556962968}],"sentiment":"neutral","sentiment_score":0.10414082556962968,"channel":1,"num_words":1,"start":96.335,"end":96.655},{"sentences":[{"text":"will","start":96.424995,"end":96.80499,"sentiment":"neutral","sentiment_score":0.09311404824256896}],"sentiment":"neutral","sentiment_score":0.09311404824256896,"channel":0,"num_words":1,"start":96.424995,"end":96.80499},{"sentences":[{"text":"loading.","start":96.655,"end":97.155,"sentiment":"neutral","sentiment_score":0.0677962675690651}],"sentiment":"neutral","sentiment_score":0.0677962675690651,"channel":1,"num_words":1,"start":96.655,"end":97.155},{"sentences":[{"text":"it be activated?","start":96.80499,"end":98.064995,"sentiment":"neutral","sentiment_score":0.05712225909034411}],"sentiment":"neutral","sentiment_score":0.05712225909034411,"channel":0,"num_words":3,"start":96.80499,"end":98.064995},{"sentences":[{"text":"Oh, within fifteen to thirty minutes, it will be activated.","start":100.255,"end":104.755,"sentiment":"neutral","sentiment_score":0.11929457560181618},{"text":"So after","start":105.055,"end":106.274994,"sentiment":"neutral","sentiment_score":0.0976618118584156}],"sentiment":"neutral","sentiment_score":0.11568911497791608,"channel":1,"num_words":12,"start":100.255,"end":106.274994},{"sentences":[{"text":"Okay.","start":106.445,"end":106.945,"sentiment":"neutral","sentiment_score":0.1452334225177765}],"sentiment":"neutral","sentiment_score":0.1452334225177765,"channel":0,"num_words":1,"start":106.445,"end":106.945},{"sentences":[{"text":"you receive the agreement, it means to say it's already been set up and you don't need to do anything on your end on a monthly basis.","start":106.575,"end":115.09,"sentiment":"neutral","sentiment_score":0.21438932087686327},{"text":"We our accounts back end will be processing the payment between the fifth until the tenth.","start":115.71,"end":121.005,"sentiment":"neutral","sentiment_score":0.17061831150203943},{"text":"So with those time period, you just need to ensure that your funds is available so the payment will be successfully processed and avoid delay.","start":121.085,"end":129.805,"sentiment":"neutral","sentiment_score":0.2588462480902672},{"text":"Okay?","start":129.805,"end":130.305,"sentiment":"neutral","sentiment_score":0.009773784317076206}],"sentiment":"neutral","sentiment_score":0.21738166136640139,"channel":1,"num_words":69,"start":106.575,"end":130.305},{"sentences":[{"text":"But they said I'm supposed to pay","start":131.245,"end":133.27194,"sentiment":"neutral","sentiment_score":-0.14452925537313735}],"sentiment":"neutral","sentiment_score":-0.14452925537313735,"channel":0,"num_words":7,"start":131.245,"end":133.27194}]},"summary":{"result":"success","short":"The customer calls Airtel to set up a direct debit for their bill. The representative asks for their name and verifies their payment method. The representative assures the customer that their payment will be processed within fifteen to thirty minutes and they will receive a terms and agreement via email. The customer is advised to ensure their funds are available for the payment to avoid delays."},"intents":{"segments":[{"text":"I would like to set up a direct debit for my bill. Oh, sure.","start_word":20,"end_word":33,"intents":[{"intent":"Set up direct debit","confidence_score":0.7998901},{"intent":"Assist with setup","confidence_score":0.22972468},{"intent":"Activate direct debit","confidence_score":0.10052949}]},{"text":"I would love to assist you today. Let me just pull out your account here. May I have your full name, please? Thank you.","start_word":34,"end_word":57,"intents":[{"intent":"Provide account details","confidence_score":0.044904795}]},{"text":"So with those time period, you just need to ensure that your funds is available so the payment will be successfully processed and avoid delay. Okay?","start_word":231,"end_word":256,"intents":[{"intent":"Verify funds availability","confidence_score":0.015657762}]}]},"sentiments":{"segments":[{"text":"Hi. Thank you so much for calling Airtel. This is accounts department. How may I help you today?","start_word":0,"end_word":17,"sentiment":"positive","sentiment_score":0.5766505599021912},{"text":"Hello. Hi. I would like to set up a direct debit for my bill.","start_word":18,"end_word":31,"sentiment":"neutral","sentiment_score":0.1262848675251007},{"text":"Oh, sure. I would love to assist you today.","start_word":32,"end_word":40,"sentiment":"positive","sentiment_score":0.5253872275352478},{"text":"Let me just pull out your account here. May I have your full name, please?","start_word":41,"end_word":55,"sentiment":"neutral","sentiment_score":0.24306827783584595},{"text":"Thank you. Nice to have you on the line, miss Elfin. Just give me a moment. Let me go over to your account so I can assist you accordingly.","start_word":56,"end_word":84,"sentiment":"positive","sentiment_score":0.5375822186470032},{"text":"Okay?","start_word":85,"end_word":85,"sentiment":"neutral","sentiment_score":0.2778972387313843},{"text":"Thank you.","start_word":86,"end_word":87,"sentiment":"positive","sentiment_score":0.3361726403236389},{"text":"Okay. Okay.","start_word":88,"end_word":89,"sentiment":"neutral","sentiment_score":0.15240082144737244},{"text":"Thank you so much for patiently waiting.","start_word":90,"end_word":96,"sentiment":"positive","sentiment_score":0.5099564790725708},{"text":"So, something, which payment method you would like to set up for direct debit? Is it a bank account or a card? Credit card. Okay.","start_word":97,"end_word":121,"sentiment":"neutral","sentiment_score":0.13800470530986786},{"text":"That's perfect. One moment.","start_word":122,"end_word":125,"sentiment":"positive","sentiment_score":0.50553297996521},{"text":"Let me go to that option here and then obtain your details. And then once the direct debit has been set up successfully, you will also receive a terms and agreement via email for your reference. Okay? Okay. One moment. How It's soon still will loading. it be activated? Oh, within fifteen to thirty minutes, it will be activated. So after Okay. you receive the agreement, it means to say it's already been set up and you don't need to do anything on your end on a monthly basis. We our accounts back end will be processing the payment between the fifth until the tenth. So with those time period, you just need to ensure that your funds is available so the payment will be successfully processed and avoid delay. Okay? But they said I'm supposed to pay","start_word":126,"end_word":263,"sentiment":"neutral","sentiment_score":0.18027740716934204}],"average":{"sentiment":"neutral","sentiment_score":0.2729396932929225}}}}