{"metadata":{"transaction_key":"deprecated","request_id":"019d87be-5a7e-7cc0-a9b9-6e6297502ae5","sha256":"dad88c23378e5fb22d73b09dbe395192513addd093accdf7a5679457a1fd8ab2","created":"2026-04-13T16:48:14.717Z","duration":35.99994,"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":103,"output_tokens":58},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":120,"output_tokens":120},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":120,"output_tokens":6}},"results":{"channels":[{"alternatives":[{"transcript":"No.","confidence":0.89996386,"words":[{"word":"no","start":16.185,"end":16.685,"confidence":0.89996386,"punctuated_word":"No.","sentiment":"neutral","sentiment_score":-0.2992599606513977}],"paragraphs":{"transcript":"\nNo.","paragraphs":[{"sentences":[{"text":"No.","start":16.185,"end":16.685,"sentiment":"neutral","sentiment_score":-0.2992599606513977}],"sentiment":"neutral","sentiment_score":-0.2992599606513977,"num_words":1,"start":16.185,"end":16.685}]}}]},{"alternatives":[{"transcript":"Thanks for calling Telstra. Please note, this call might be recorded for coaching and quality purposes. So I can find the right account, please just say or enter a phone number that's linked to the account you're calling about. Sorry. I missed that. If you don't have a phone number, just say I don't have one or press the hash key. Let's try that again so I can find the right account. 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for calling Telstra. Please note, this call might be recorded for coaching and quality purposes. So I can find the right account, please just say or enter a phone number that's linked to the account you're calling about. Sorry. I missed that.\n\nIf you don't have a phone number, just say I don't have one or press the hash key. Let's try that again so I can find the right account. Please just say or enter a phone number that's linked to the account you're calling about.","paragraphs":[{"sentences":[{"text":"Thanks for calling Telstra.","start":0.56,"end":2.02,"sentiment":"positive","sentiment_score":0.6152777820825577},{"text":"Please note, this call might be recorded for coaching and quality purposes.","start":2.6399999,"end":6.42,"sentiment":"neutral","sentiment_score":-0.017715752590447664},{"text":"So I can find the right account, please just say or enter a phone number that's linked to the account you're calling about.","start":7.9199996,"end":13.935,"sentiment":"neutral","sentiment_score":0.054483647093824715},{"text":"Sorry.","start":21.935001,"end":22.175,"sentiment":"negative","sentiment_score":-0.3729097843170166},{"text":"I missed that.","start":22.175,"end":23.055,"sentiment":"negative","sentiment_score":-0.40501073002815247}],"sentiment":"neutral","sentiment_score":0.04450474432561287,"num_words":43,"start":0.56,"end":23.055},{"sentences":[{"text":"If you don't have a phone number, just say I don't have one or press the hash key.","start":23.055,"end":27.475,"sentiment":"neutral","sentiment_score":-0.21559510793950823},{"text":"Let's try that again so I can find the right account.","start":27.844936,"end":31.144936,"sentiment":"neutral","sentiment_score":-0.017754190347411415},{"text":"Please just say or enter a phone number that's linked to the account you're calling about.","start":31.524937,"end":35.464935,"sentiment":"neutral","sentiment_score":-0.007396057091682451}],"sentiment":"neutral","sentiment_score":-0.09320766555999095,"num_words":45,"start":23.055,"end":35.464935}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thanks for calling Telstra. Please note, this call might be recorded for coaching and quality purposes. So I can find the right account, please just say or enter a phone number that's linked to the account you're calling about.\n\nChannel 0: No.\n\nChannel 1: Sorry. I missed that. If you don't have a phone number, just say I don't have one or press the hash key. Let's try that again so I can find the right account. Please just say or enter a phone number that's linked to the account you're calling about.","paragraphs":[{"sentences":[{"text":"Thanks for calling Telstra.","start":0.56,"end":2.02,"sentiment":"positive","sentiment_score":0.6152777820825577},{"text":"Please note, this call might be recorded for coaching and quality purposes.","start":2.6399999,"end":6.42,"sentiment":"neutral","sentiment_score":-0.017715752590447664},{"text":"So I can find the right account, please just say or enter a phone number that's linked to the account you're calling about.","start":7.9199996,"end":13.935,"sentiment":"neutral","sentiment_score":0.054483647093824715}],"sentiment":"neutral","sentiment_score":0.08978579436930326,"channel":1,"num_words":39,"start":0.56,"end":13.935},{"sentences":[{"text":"No.","start":16.185,"end":16.685,"sentiment":"neutral","sentiment_score":-0.2992599606513977}],"sentiment":"neutral","sentiment_score":-0.2992599606513977,"channel":0,"num_words":1,"start":16.185,"end":16.685},{"sentences":[{"text":"Sorry.","start":21.935001,"end":22.175,"sentiment":"negative","sentiment_score":-0.3729097843170166},{"text":"I missed that.","start":22.175,"end":23.055,"sentiment":"negative","sentiment_score":-0.40501073002815247},{"text":"If you don't have a phone number, just say I don't have one or press the hash key.","start":23.055,"end":27.475,"sentiment":"neutral","sentiment_score":-0.21559510793950823},{"text":"Let's try that again so I can find the right account.","start":27.844936,"end":31.144936,"sentiment":"neutral","sentiment_score":-0.017754190347411415},{"text":"Please just say or enter a phone number that's linked to the account you're calling about.","start":31.524937,"end":35.464935,"sentiment":"neutral","sentiment_score":-0.007396057091682451}],"sentiment":"neutral","sentiment_score":-0.1180058556041034,"channel":1,"num_words":49,"start":21.935001,"end":35.464935}]},"summary":{"result":"success","short":"The customer called Telstra and was prompted to enter a phone number linked to their account. The agent didn't have a phone number and instead asked the customer to repeat their entry. The agent then asked the customer to state their phone number or press the hash key to find the right account."},"intents":{"segments":[{"text":"So I can find the right account, please just say or enter a phone number that's linked to the account you're calling about. No. Sorry.","start_word":16,"end_word":40,"intents":[{"intent":"Locate correct account","confidence_score":0.09879624}]}]},"sentiments":{"segments":[{"text":"Thanks for calling Telstra.","start_word":0,"end_word":3,"sentiment":"positive","sentiment_score":0.6061095595359802},{"text":"Please note, this call might be recorded for coaching and quality purposes. So I can find the right account, please just say or enter a phone number that's linked to the account you're calling about. No.","start_word":4,"end_word":39,"sentiment":"neutral","sentiment_score":0.01721271127462387},{"text":"Sorry. 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