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Your call will be recorded for quality and training purposes. If you do not want your call to be recorded, please advise the officer handling your inquiry. For more information about our privacy policy, press 9. Please select from the following options. For all development, flood level, stormwater connection, and building inquiries, press 1. For inquiries about To assist your call today, if you have an existing Melbourne Water reference number, enter it now, excluding letters and special characters followed by the hash key. If you don't have a reference number, press the hash key. Melbourne Water has recently made it easy for customers to apply for permits and obtain our Welcome to Melbourne Water. You're speaking to Rin. How can I help you today? Mhmm. Yeah. Okay. No worries. I will see if one of them is available for a chat, but I'll ask you a few quick questions. Is that okay? Amazing. Amazing. Could I start with your name, please? Alex Simmons. And you are calling from which organization? Sorry? Okay. Awesome. And do you have any reference number there, Alex? Yeah. Yeah. What's the VCAT reference? Yep. 2 2 0 wait. Okay. And what was the site address, please? Okay. No worries. Give me one second. I just have to find this one. Yeah. I think it's probably best that you speak to Con about this one because he is the case officer for the you can appeal. I'll see if I yeah. I'll see if I can get through to him now. Okay? I'll pop you in a quick hold. Thanks, Alex. If you're calling today to pay your water bill or organize your water connection, please call your local water retailer. To be transferred to your retailer, press hash and select option 1. Have you been lucky enough to see a platypus, or do you hear frogs croaking? Let us know by downloading the Melbourne Water Frog or Platypus Spot apps, both available from the Apple App Store or Google Play. With just a few taps, you can increase our knowledge of platypus populations in Melbourne. Each sighting and recording helps Melbourne Water to manage waterway health. Hey, Alex. Thanks for holding. You still there? Amazing. I'm conscious in another call at the moment, so I have to organize for him to give you a callback. Would that be okay? Yeah. Yeah. No. Of course. I think I'll send send him a message internally as well just because it is a big help appeal. So I'll definitely make sure he's across that and gets back to you sometime today. Okay? Yeah. Of course. No worries. Is there anything else that I can help you with? K. No worries then, Alex. You take care. Have a good day. Bye. 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to Melbourne Water's customer service center. Your call will be recorded for quality and training purposes. If you do not want your call to be recorded, please advise the officer handling your inquiry. For more information about our privacy policy, press 9. Please select from the following options.\n\nFor all development, flood level, stormwater connection, and building inquiries, press 1. For inquiries about To assist your call today, if you have an existing Melbourne Water reference number, enter it now, excluding letters and special characters followed by the hash key. If you don't have a reference number, press the hash key. Melbourne Water has recently made it easy for customers to apply for permits and obtain our Welcome to Melbourne Water. You're speaking to Rin.\n\nHow can I help you today? Mhmm. Yeah. Okay. No worries.\n\nI will see if one of them is available for a chat, but I'll ask you a few quick questions. Is that okay? Amazing. Amazing. Could I start with your name, please?\n\nAlex Simmons. And you are calling from which organization? Sorry? Okay. Awesome.\n\nAnd do you have any reference number there, Alex? Yeah. Yeah. What's the VCAT reference? Yep.\n\n2 2 0 wait. Okay. And what was the site address, please? Okay. No worries.\n\nGive me one second. I just have to find this one. Yeah. I think it's probably best that you speak to Con about this one because he is the case officer for the you can appeal. I'll see if I yeah.\n\nI'll see if I can get through to him now. Okay? I'll pop you in a quick hold. Thanks, Alex. If you're calling today to pay your water bill or organize your water connection, please call your local water retailer.\n\nTo be transferred to your retailer, press hash and select option 1. Have you been lucky enough to see a platypus, or do you hear frogs croaking? Let us know by downloading the Melbourne Water Frog or Platypus Spot apps, both available from the Apple App Store or Google Play. With just a few taps, you can increase our knowledge of platypus populations in Melbourne. Each sighting and recording helps Melbourne Water to manage waterway health.\n\nHey, Alex. Thanks for holding. You still there? Amazing. I'm conscious in another call at the moment, so I have to organize for him to give you a callback.\n\nWould that be okay? Yeah. Yeah. No. Of course.\n\nI think I'll send send him a message internally as well just because it is a big help appeal. So I'll definitely make sure he's across that and gets back to you sometime today. Okay? Yeah. Of course.\n\nNo worries. Is there anything else that I can help you with? K. No worries then, Alex. You take care.\n\nHave a good day. Bye. 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Rin.","start":53.505,"end":54.545,"sentiment":"neutral","sentiment_score":0.17361820116639137}],"sentiment":"neutral","sentiment_score":0.09286709644267784,"num_words":77,"start":19.675,"end":54.545},{"sentences":[{"text":"How can I help you today?","start":54.545,"end":55.845,"sentiment":"neutral","sentiment_score":0.17924286673466364},{"text":"Mhmm.","start":71.975,"end":72.475,"sentiment":"negative","sentiment_score":-0.3478819727897644},{"text":"Yeah.","start":87.82001,"end":88.060005,"sentiment":"neutral","sentiment_score":-0.02470206283032894},{"text":"Okay.","start":88.060005,"end":88.380005,"sentiment":"neutral","sentiment_score":-0.011001506820321085},{"text":"No worries.","start":88.380005,"end":88.94,"sentiment":"neutral","sentiment_score":-0.0006605824455618858}],"sentiment":"neutral","sentiment_score":0.06277731755240397,"num_words":11,"start":54.545,"end":88.94},{"sentences":[{"text":"I will see if one of them is available for a chat, but I'll ask you a few quick 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organization?","start":100.46001,"end":102.16,"sentiment":"neutral","sentiment_score":0.008100646547973156},{"text":"Sorry?","start":102.3,"end":102.735,"sentiment":"neutral","sentiment_score":-0.0060298144817352295},{"text":"Okay.","start":108.335,"end":108.735,"sentiment":"neutral","sentiment_score":0.062423743307590485},{"text":"Awesome.","start":108.735,"end":109.135,"sentiment":"neutral","sentiment_score":0.16386860609054563}],"sentiment":"neutral","sentiment_score":0.024861185423408944,"num_words":12,"start":99.66,"end":109.135},{"sentences":[{"text":"And do you have any reference number there, Alex?","start":109.135,"end":110.915,"sentiment":"neutral","sentiment_score":0.03660335640112559},{"text":"Yeah.","start":118.89,"end":119.130005,"sentiment":"neutral","sentiment_score":-0.015777142718434334},{"text":"Yeah.","start":119.130005,"end":119.29,"sentiment":"neutral","sentiment_score":-0.010386611334979534},{"text":"What's the VCAT reference?","start":119.29,"end":120.43,"sentiment":"neutral","sentiment_score":-0.014511015499010682},{"text":"Yep.","start":124.41,"end":124.91,"sentiment":"neutral","sentiment_score":0.002281324937939644}],"sentiment":"neutral","sentiment_score":0.015468982281163335,"num_words":16,"start":109.135,"end":124.91},{"sentences":[{"text":"2 2 0 wait.","start":131.69,"end":134.85501,"sentiment":"neutral","sentiment_score":-0.0005793611635453999},{"text":"Okay.","start":136.43501,"end":136.93501,"sentiment":"neutral","sentiment_score":0.01597064919769764},{"text":"And what was the site address, please?","start":138.595,"end":140.535,"sentiment":"neutral","sentiment_score":0.011565603049738067},{"text":"Okay.","start":151.65001,"end":152.05,"sentiment":"neutral","sentiment_score":0.03007730469107628},{"text":"No worries.","start":152.05,"end":152.53,"sentiment":"neutral","sentiment_score":0.03108720201998949}],"sentiment":"neutral","sentiment_score":0.012457608974849184,"num_words":15,"start":131.69,"end":152.53},{"sentences":[{"text":"Give me one second.","start":152.53,"end":153.41,"sentiment":"neutral","sentiment_score":-0.019588765688240528},{"text":"I just have to find this one.","start":153.41,"end":154.87001,"sentiment":"neutral","sentiment_score":-0.01743398966001613},{"text":"Yeah.","start":158.785,"end":159.02501,"sentiment":"neutral","sentiment_score":-0.0018153581768274307},{"text":"I think it's probably best that you speak to Con about this one because he is the case officer for the you can appeal.","start":159.02501,"end":165.125,"sentiment":"neutral","sentiment_score":0.038075926868865885},{"text":"I'll see if I yeah.","start":165.26501,"end":166.145,"sentiment":"neutral","sentiment_score":0.17233216464519502}],"sentiment":"neutral","sentiment_score":0.03837255413485009,"num_words":41,"start":152.53,"end":166.145},{"sentences":[{"text":"I'll see if I can get through to him now.","start":166.145,"end":167.505,"sentiment":"neutral","sentiment_score":0.15669323354959488},{"text":"Okay?","start":167.505,"end":167.66501,"sentiment":"neutral","sentiment_score":0.13126464188098907},{"text":"I'll pop you in a quick hold.","start":167.66501,"end":168.96501,"sentiment":"neutral","sentiment_score":0.15636219722884043},{"text":"Thanks, Alex.","start":169.74501,"end":170.61,"sentiment":"neutral","sentiment_score":0.3132539987564087},{"text":"If you're calling today to pay your water bill or organize your water connection, please call your local water retailer.","start":179.97,"end":186.55,"sentiment":"neutral","sentiment_score":0.10815122835338116}],"sentiment":"neutral","sentiment_score":0.13955662306398153,"num_words":40,"start":166.145,"end":186.55},{"sentences":[{"text":"To be transferred to your retailer, press hash and select option 1.","start":187.065,"end":191.96501,"sentiment":"neutral","sentiment_score":0.05979806029548248},{"text":"Have you been lucky enough to see a platypus, or do you hear frogs croaking?","start":206.43001,"end":211.09001,"sentiment":"neutral","sentiment_score":0.06452702308694522},{"text":"Let us know by downloading the Melbourne Water Frog or Platypus Spot apps, both available from the Apple App Store or Google Play.","start":211.87001,"end":220.495,"sentiment":"neutral","sentiment_score":0.10270819780619247},{"text":"With just a few taps, you can increase our knowledge of platypus populations in Melbourne.","start":220.715,"end":225.935,"sentiment":"neutral","sentiment_score":0.1346919318040212},{"text":"Each sighting and recording helps Melbourne Water to manage waterway health.","start":226.075,"end":230.78,"sentiment":"neutral","sentiment_score":0.06207693639126691}],"sentiment":"neutral","sentiment_score":0.08882889337837696,"num_words":76,"start":187.065,"end":230.78},{"sentences":[{"text":"Hey, Alex.","start":231.24,"end":231.8,"sentiment":"neutral","sentiment_score":0.10713404417037964},{"text":"Thanks for holding.","start":231.8,"end":232.44,"sentiment":"neutral","sentiment_score":0.2564808130264282},{"text":"You still there?","start":232.44,"end":233.34,"sentiment":"neutral","sentiment_score":0.15067491928736368},{"text":"Amazing.","start":234.6,"end":235.0,"sentiment":"neutral","sentiment_score":0.22485150396823883},{"text":"I'm conscious in another call at the moment, so I have to organize for him to give you a callback.","start":235.0,"end":238.92,"sentiment":"neutral","sentiment_score":0.045116028282791376}],"sentiment":"neutral","sentiment_score":0.08837611568642073,"num_words":29,"start":231.24,"end":238.92},{"sentences":[{"text":"Would that be okay?","start":238.92,"end":239.895,"sentiment":"neutral","sentiment_score":0.024927111342549324},{"text":"Yeah.","start":247.975,"end":248.475,"sentiment":"neutral","sentiment_score":0.12109684199094772},{"text":"Yeah.","start":248.77501,"end":249.015,"sentiment":"neutral","sentiment_score":0.09654691815376282},{"text":"No.","start":249.015,"end":249.175,"sentiment":"neutral","sentiment_score":0.05868637561798096},{"text":"Of course.","start":249.175,"end":249.575,"sentiment":"neutral","sentiment_score":0.08851912245154381}],"sentiment":"neutral","sentiment_score":0.06145298067066404,"num_words":9,"start":238.92,"end":249.575},{"sentences":[{"text":"I think I'll send send him a message internally as well just because it is a big help appeal.","start":249.575,"end":253.5,"sentiment":"neutral","sentiment_score":0.11731610878517754},{"text":"So I'll definitely make sure he's across that and gets back to you sometime today.","start":253.66,"end":256.94,"sentiment":"neutral","sentiment_score":0.18112094501654308},{"text":"Okay?","start":256.94,"end":257.44,"sentiment":"neutral","sentiment_score":0.1649664044380188},{"text":"Yeah.","start":258.7,"end":259.02,"sentiment":"neutral","sentiment_score":0.1956324577331543},{"text":"Of course.","start":259.02,"end":259.34,"sentiment":"neutral","sentiment_score":0.17550715804100037}],"sentiment":"neutral","sentiment_score":0.14887982685314982,"num_words":38,"start":249.575,"end":259.34},{"sentences":[{"text":"No worries.","start":259.34,"end":259.66,"sentiment":"neutral","sentiment_score":0.17939230799674988},{"text":"Is there anything else that I can help you with?","start":259.66,"end":261.52,"sentiment":"neutral","sentiment_score":0.17554932087659836},{"text":"K.","start":263.34,"end":263.66,"sentiment":"neutral","sentiment_score":0.1845380812883377},{"text":"No worries then, Alex.","start":263.66,"end":264.54,"sentiment":"neutral","sentiment_score":0.28457973524928093},{"text":"You take care.","start":264.54,"end":265.02,"sentiment":"positive","sentiment_score":0.43965432047843933}],"sentiment":"neutral","sentiment_score":0.23780489042401315,"num_words":20,"start":259.34,"end":265.02},{"sentences":[{"text":"Have a good day.","start":265.02,"end":266.0,"sentiment":"positive","sentiment_score":0.5549977272748947},{"text":"Bye.","start":266.94,"end":267.44,"sentiment":"neutral","sentiment_score":0.09543444216251372},{"text":"Melbourne Moore.","start":268.46,"end":269.27994,"sentiment":"neutral","sentiment_score":0.03862106055021286}],"sentiment":"positive","sentiment_score":0.3418096389089312,"num_words":7,"start":265.02,"end":269.27994}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to Melbourne Water's\n\nChannel 0: Open\n\nChannel 1: customer\n\nChannel 0: order.\n\nChannel 1: service center. Your call will be recorded for quality and training purposes. If you do not want your call to be recorded, please advise the officer handling your inquiry. For more information about our privacy policy, press 9. Please select from the following options.\n\nFor all development, flood level, stormwater connection, and building inquiries, press 1. For inquiries about To assist your call today, if you have an existing Melbourne Water reference number, enter it now, excluding letters and special characters followed by the hash key. If you don't have a reference number, press the hash key. Melbourne Water has recently made it easy for customers to apply for permits and obtain our Welcome to Melbourne Water. You're speaking to Rin.\n\nHow can I help you today?\n\nChannel 0: Hi. I'm hoping to speak to either Con sorry. Probably Nazarene Mahal or Con Gentanasis. I mean, it's. I've got a I've been asked to quote on a flood on a VCAT case, and it feels\n\nChannel 1: Mhmm.\n\nChannel 0: a little bit dodgy from my perspective. And I don't really wanna challenge Melbourne Water if it's if it's as dodgy as it sounds. And so I'm just curious if I could speak to one of them because I know that they're part of the the process.\n\nChannel 1: Yeah. Okay. No worries. I will see if one of them is available for a chat, but I'll ask you a few quick questions. Is that okay?\n\nChannel 0: Yeah. Please. Yeah. Absolutely.\n\nChannel 1: Amazing. Amazing. Could I start with your name, please?\n\nChannel 0: Yes. Alex Simmons.\n\nChannel 1: Alex Simmons. And you are calling from which organization? Sorry?\n\nChannel 0: SWM Consulting.\n\nChannel 1: Okay. Awesome. And do you have any reference number there, Alex?\n\nChannel 0: I don't have a reference number. I've got a subject land, but that's about it. I've got a I've got a VCAT reference. Does that matter?\n\nChannel 1: Yeah. Yeah. What's the VCAT reference?\n\nChannel 0: P837\n\nChannel 1: Yep.\n\nChannel 0: ForwardSlashBackslash. Oh god. 2025.\n\nChannel 1: 2\n\nChannel 0: Whatever the\n\nChannel 1: 2\n\nChannel 0: it's,\n\nChannel 1: 0\n\nChannel 0: I think, 25,\n\nChannel 1: wait.\n\nChannel 0: yeah, BackslashApple.\n\nChannel 1: Okay. And what was the site address, please?\n\nChannel 0: It's 114 Fernside Drive and 48 Elms Road, Bang Colm, Victoria.\n\nChannel 1: Okay. No worries. Give me one second. I just have to find this one. Yeah.\n\nI think it's probably best that you speak to Con about this one because he is the case\n\nChannel 0: Okay.\n\nChannel 1: officer\n\nChannel 0: Great.\n\nChannel 1: for the you can appeal. I'll see if I yeah. I'll see if I can get through to him now. Okay? I'll pop you in a quick hold.\n\nThanks, Alex. If you're calling today to pay your water bill or organize your water connection, please call your local water retailer. To be transferred to your retailer, press hash and select option 1. Have you been lucky enough to see a platypus, or do you hear frogs croaking? Let us know by downloading the Melbourne Water Frog or Platypus Spot apps, both available from the Apple App Store or Google Play.\n\nWith just a few taps, you can increase our knowledge of platypus populations in Melbourne. Each sighting and\n\nChannel 0: Alright.\n\nChannel 1: recording helps Melbourne Water to manage waterway health. Hey, Alex. Thanks for holding. You still there? Amazing.\n\nI'm conscious in another call at the moment, so I have to organize for him to give you a callback. Would that be okay?\n\nChannel 0: That's okay. Yeah. Sure. If you can get back to me as soon as you can, I know that that's asking a lot? But, yeah, the the sooner the better, I guess, would be amazing.\n\nChannel 1: Yeah. Yeah. No. Of course. I think I'll send send him a message internally as well just because it is a big help appeal.\n\nSo I'll definitely make sure he's across that and gets back to you sometime today. Okay?\n\nChannel 0: Thank you so much.\n\nChannel 1: Yeah. Of course. No worries. Is there anything else that I can help you with?\n\nChannel 0: No. That was all. Thank you.\n\nChannel 1: K. No worries then, Alex. You take care. Have a good day.\n\nChannel 0: See you too. Bye.\n\nChannel 1: Bye. Melbourne Moore.","paragraphs":[{"sentences":[{"text":"Welcome to Melbourne Water's","start":0.39999998,"end":1.92,"sentiment":"neutral","sentiment_score":0.183667104691267}],"sentiment":"neutral","sentiment_score":0.183667104691267,"channel":1,"num_words":4,"start":0.39999998,"end":1.92},{"sentences":[{"text":"Open","start":1.68,"end":2.0,"sentiment":"neutral","sentiment_score":0.1946786791086197}],"sentiment":"neutral","sentiment_score":0.1946786791086197,"channel":0,"num_words":1,"start":1.68,"end":2.0},{"sentences":[{"text":"customer","start":1.92,"end":2.32,"sentiment":"neutral","sentiment_score":0.22113408148288727}],"sentiment":"neutral","sentiment_score":0.22113408148288727,"channel":1,"num_words":1,"start":1.92,"end":2.32},{"sentences":[{"text":"order.","start":2.0,"end":2.5,"sentiment":"neutral","sentiment_score":0.1440841555595398}],"sentiment":"neutral","sentiment_score":0.1440841555595398,"channel":0,"num_words":1,"start":2.0,"end":2.5},{"sentences":[{"text":"service 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Rin.","start":53.505,"end":54.545,"sentiment":"neutral","sentiment_score":0.17361820116639137}],"sentiment":"neutral","sentiment_score":0.09286709644267784,"channel":1,"num_words":77,"start":19.675,"end":54.545},{"sentences":[{"text":"How can I help you today?","start":54.545,"end":55.845,"sentiment":"neutral","sentiment_score":0.17924286673466364}],"sentiment":"neutral","sentiment_score":0.17924286673466364,"channel":1,"num_words":6,"start":54.545,"end":55.845},{"sentences":[{"text":"Hi.","start":56.8,"end":57.12,"sentiment":"neutral","sentiment_score":-0.055825382471084595},{"text":"I'm hoping to speak to either Con sorry.","start":57.12,"end":60.32,"sentiment":"neutral","sentiment_score":-0.09457832388579845},{"text":"Probably Nazarene Mahal or Con Gentanasis.","start":60.32,"end":63.3,"sentiment":"neutral","sentiment_score":-0.09943044185638428},{"text":"I mean, it's.","start":63.479996,"end":64.9,"sentiment":"neutral","sentiment_score":-0.15487276017665863},{"text":"I've got a I've been asked to quote on a flood on a VCAT case, and it feels","start":65.92,"end":72.115005,"sentiment":"neutral","sentiment_score":-0.18222890090611246}],"sentiment":"neutral","sentiment_score":-0.14316036448710495,"channel":0,"num_words":36,"start":56.8,"end":72.115005},{"sentences":[{"text":"Mhmm.","start":71.975,"end":72.475,"sentiment":"negative","sentiment_score":-0.3478819727897644}],"sentiment":"negative","sentiment_score":-0.3478819727897644,"channel":1,"num_words":1,"start":71.975,"end":72.475},{"sentences":[{"text":"a little bit dodgy from my perspective.","start":72.115005,"end":74.215004,"sentiment":"negative","sentiment_score":-0.49249039377485004},{"text":"And I don't really wanna challenge Melbourne Water if it's if it's as dodgy as it sounds.","start":74.755005,"end":79.895004,"sentiment":"negative","sentiment_score":-0.45590289550669055},{"text":"And so I'm just curious if I could speak to one of them because I know that they're part of the the 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okay?","start":92.14001,"end":92.96001,"sentiment":"neutral","sentiment_score":0.04290547842780749}],"sentiment":"neutral","sentiment_score":0.015354418920146095,"channel":1,"num_words":27,"start":87.82001,"end":92.96001},{"sentences":[{"text":"Yeah.","start":92.86,"end":93.1,"sentiment":"neutral","sentiment_score":0.029472462832927704},{"text":"Please.","start":93.1,"end":93.6,"sentiment":"neutral","sentiment_score":0.05006885901093483},{"text":"Yeah.","start":93.66,"end":93.82,"sentiment":"neutral","sentiment_score":0.10808301717042924},{"text":"Absolutely.","start":93.82,"end":94.32,"sentiment":"neutral","sentiment_score":0.3123329281806946}],"sentiment":"neutral","sentiment_score":0.12498931679874659,"channel":0,"num_words":4,"start":92.86,"end":94.32},{"sentences":[{"text":"Amazing.","start":94.3,"end":94.8,"sentiment":"positive","sentiment_score":0.46777379512786865},{"text":"Amazing.","start":95.020004,"end":95.420006,"sentiment":"positive","sentiment_score":0.40924495458602905},{"text":"Could I start with your name, please?","start":95.420006,"end":96.96001,"sentiment":"neutral","sentiment_score":0.1341346576809883}],"sentiment":"neutral","sentiment_score":0.20177348372009066,"channel":1,"num_words":9,"start":94.3,"end":96.96001},{"sentences":[{"text":"Yes.","start":97.58,"end":97.9,"sentiment":"neutral","sentiment_score":0.021796002984046936},{"text":"Alex Simmons.","start":97.9,"end":98.880005,"sentiment":"neutral","sentiment_score":0.014622930437326431}],"sentiment":"neutral","sentiment_score":0.0170139546195666,"channel":0,"num_words":3,"start":97.58,"end":98.880005},{"sentences":[{"text":"Alex Simmons.","start":99.66,"end":100.46001,"sentiment":"neutral","sentiment_score":0.010683582164347172},{"text":"And you are calling from which organization?","start":100.46001,"end":102.16,"sentiment":"neutral","sentiment_score":0.008100646547973156},{"text":"Sorry?","start":102.3,"end":102.735,"sentiment":"neutral","sentiment_score":-0.0060298144817352295}],"sentiment":"neutral","sentiment_score":0.007204187568277121,"channel":1,"num_words":10,"start":99.66,"end":102.735},{"sentences":[{"text":"SWM Consulting.","start":103.615,"end":105.23499,"sentiment":"neutral","sentiment_score":0.004400274716317654}],"sentiment":"neutral","sentiment_score":0.004400274716317654,"channel":0,"num_words":2,"start":103.615,"end":105.23499},{"sentences":[{"text":"Okay.","start":108.335,"end":108.735,"sentiment":"neutral","sentiment_score":0.062423743307590485},{"text":"Awesome.","start":108.735,"end":109.135,"sentiment":"neutral","sentiment_score":0.16386860609054563},{"text":"And do you have any reference number there, Alex?","start":109.135,"end":110.915,"sentiment":"neutral","sentiment_score":0.03660335640112559}],"sentiment":"neutral","sentiment_score":0.05052023245529695,"channel":1,"num_words":11,"start":108.335,"end":110.915},{"sentences":[{"text":"I don't have a reference number.","start":111.71,"end":112.99,"sentiment":"neutral","sentiment_score":-0.12511373807986578},{"text":"I've got a subject land, but that's about it.","start":112.99,"end":115.78999,"sentiment":"neutral","sentiment_score":-0.07863331337769826},{"text":"I've got a I've got a VCAT reference.","start":115.78999,"end":117.649994,"sentiment":"neutral","sentiment_score":-0.03918023454025388},{"text":"Does that matter?","start":117.71,"end":118.61,"sentiment":"neutral","sentiment_score":-0.05228779837489128}],"sentiment":"neutral","sentiment_score":-0.0741802892432763,"channel":0,"num_words":26,"start":111.71,"end":118.61},{"sentences":[{"text":"Yeah.","start":118.89,"end":119.130005,"sentiment":"neutral","sentiment_score":-0.015777142718434334},{"text":"Yeah.","start":119.130005,"end":119.29,"sentiment":"neutral","sentiment_score":-0.010386611334979534},{"text":"What's the VCAT reference?","start":119.29,"end":120.43,"sentiment":"neutral","sentiment_score":-0.014511015499010682}],"sentiment":"neutral","sentiment_score":-0.014034636008242765,"channel":1,"num_words":6,"start":118.89,"end":120.43},{"sentences":[{"text":"P837","start":121.71,"end":123.57,"sentiment":"neutral","sentiment_score":-0.0015960575547069311}],"sentiment":"neutral","sentiment_score":-0.0015960575547069311,"channel":0,"num_words":1,"start":121.71,"end":123.57},{"sentences":[{"text":"Yep.","start":124.41,"end":124.91,"sentiment":"neutral","sentiment_score":0.002281324937939644}],"sentiment":"neutral","sentiment_score":0.002281324937939644,"channel":1,"num_words":1,"start":124.41,"end":124.91},{"sentences":[{"text":"ForwardSlashBackslash.","start":127.395,"end":128.69499,"sentiment":"neutral","sentiment_score":-0.015629079192876816},{"text":"Oh god.","start":128.995,"end":129.395,"sentiment":"neutral","sentiment_score":-0.10329759493470192},{"text":"2025.","start":129.395,"end":130.615,"sentiment":"neutral","sentiment_score":-0.05294376239180565}],"sentiment":"neutral","sentiment_score":-0.06879200786352158,"channel":0,"num_words":4,"start":127.395,"end":130.615},{"sentences":[{"text":"2","start":131.69,"end":132.19,"sentiment":"neutral","sentiment_score":-0.0005862163379788399}],"sentiment":"neutral","sentiment_score":-0.0005862163379788399,"channel":1,"num_words":1,"start":131.69,"end":132.19},{"sentences":[{"text":"Whatever the","start":131.715,"end":132.355,"sentiment":"neutral","sentiment_score":-0.003641901072114706}],"sentiment":"neutral","sentiment_score":-0.003641901072114706,"channel":0,"num_words":2,"start":131.715,"end":132.355},{"sentences":[{"text":"2","start":132.27501,"end":132.51501,"sentiment":"neutral","sentiment_score":-0.001842457801103592}],"sentiment":"neutral","sentiment_score":-0.001842457801103592,"channel":1,"num_words":1,"start":132.27501,"end":132.51501},{"sentences":[{"text":"it's,","start":132.435,"end":132.595,"sentiment":"neutral","sentiment_score":-0.0018433970399200916}],"sentiment":"neutral","sentiment_score":-0.0018433970399200916,"channel":0,"num_words":1,"start":132.435,"end":132.595},{"sentences":[{"text":"0","start":132.51501,"end":132.675,"sentiment":"neutral","sentiment_score":0.001075445907190442}],"sentiment":"neutral","sentiment_score":0.001075445907190442,"channel":1,"num_words":1,"start":132.51501,"end":132.675},{"sentences":[{"text":"I think, 25,","start":132.595,"end":134.675,"sentiment":"neutral","sentiment_score":-0.00042957859113812447}],"sentiment":"neutral","sentiment_score":-0.00042957859113812447,"channel":0,"num_words":3,"start":132.595,"end":134.675},{"sentences":[{"text":"wait.","start":134.35501,"end":134.85501,"sentiment":"neutral","sentiment_score":-0.00096421642228961}],"sentiment":"neutral","sentiment_score":-0.00096421642228961,"channel":1,"num_words":1,"start":134.35501,"end":134.85501},{"sentences":[{"text":"yeah, BackslashApple.","start":134.675,"end":135.975,"sentiment":"neutral","sentiment_score":0.011171499732881784}],"sentiment":"neutral","sentiment_score":0.011171499732881784,"channel":0,"num_words":2,"start":134.675,"end":135.975},{"sentences":[{"text":"Okay.","start":136.43501,"end":136.93501,"sentiment":"neutral","sentiment_score":0.01597064919769764},{"text":"And what was the site address, please?","start":138.595,"end":140.535,"sentiment":"neutral","sentiment_score":0.011565603049738067}],"sentiment":"neutral","sentiment_score":0.012116233818233013,"channel":1,"num_words":8,"start":136.43501,"end":140.535},{"sentences":[{"text":"It's 114 Fernside Drive and 48 Elms Road, Bang Colm, Victoria.","start":141.44,"end":150.5,"sentiment":"neutral","sentiment_score":0.01247323499145833}],"sentiment":"neutral","sentiment_score":0.01247323499145833,"channel":0,"num_words":11,"start":141.44,"end":150.5},{"sentences":[{"text":"Okay.","start":151.65001,"end":152.05,"sentiment":"neutral","sentiment_score":0.03007730469107628},{"text":"No worries.","start":152.05,"end":152.53,"sentiment":"neutral","sentiment_score":0.03108720201998949},{"text":"Give me one second.","start":152.53,"end":153.41,"sentiment":"neutral","sentiment_score":-0.019588765688240528},{"text":"I just have to find this one.","start":153.41,"end":154.87001,"sentiment":"neutral","sentiment_score":-0.01743398966001613},{"text":"Yeah.","start":158.785,"end":159.02501,"sentiment":"neutral","sentiment_score":-0.0018153581768274307}],"sentiment":"neutral","sentiment_score":-0.0073304426545898116,"channel":1,"num_words":15,"start":151.65001,"end":159.02501},{"sentences":[{"text":"I think it's probably best that you speak to Con about this one because he is the case","start":159.02501,"end":163.425,"sentiment":"neutral","sentiment_score":-0.037363904838760696}],"sentiment":"neutral","sentiment_score":-0.037363904838760696,"channel":1,"num_words":18,"start":159.02501,"end":163.425},{"sentences":[{"text":"Okay.","start":163.375,"end":163.695,"sentiment":"neutral","sentiment_score":0.04849129915237427}],"sentiment":"neutral","sentiment_score":0.04849129915237427,"channel":0,"num_words":1,"start":163.375,"end":163.695},{"sentences":[{"text":"officer","start":163.425,"end":163.90501,"sentiment":"neutral","sentiment_score":0.11768249422311784}],"sentiment":"neutral","sentiment_score":0.11768249422311784,"channel":1,"num_words":1,"start":163.425,"end":163.90501},{"sentences":[{"text":"Great.","start":163.695,"end":164.195,"sentiment":"positive","sentiment_score":0.385093092918396}],"sentiment":"positive","sentiment_score":0.385093092918396,"channel":0,"num_words":1,"start":163.695,"end":164.195},{"sentences":[{"text":"for the you can appeal.","start":163.90501,"end":165.125,"sentiment":"neutral","sentiment_score":0.2937380075454712},{"text":"I'll see if I yeah.","start":165.26501,"end":166.145,"sentiment":"neutral","sentiment_score":0.17233216464519502},{"text":"I'll see if I can get through to him now.","start":166.145,"end":167.505,"sentiment":"neutral","sentiment_score":0.15669323354959488},{"text":"Okay?","start":167.505,"end":167.66501,"sentiment":"neutral","sentiment_score":0.13126464188098907},{"text":"I'll pop you in a quick hold.","start":167.66501,"end":168.96501,"sentiment":"neutral","sentiment_score":0.15636219722884043}],"sentiment":"neutral","sentiment_score":0.1829672578190054,"channel":1,"num_words":28,"start":163.90501,"end":168.96501},{"sentences":[{"text":"Thanks, Alex.","start":169.74501,"end":170.61,"sentiment":"neutral","sentiment_score":0.3132539987564087},{"text":"If you're calling today to pay your water bill or organize your water connection, please call your local water retailer.","start":179.97,"end":186.55,"sentiment":"neutral","sentiment_score":0.10815122835338116},{"text":"To be transferred to your retailer, press hash and select option 1.","start":187.065,"end":191.96501,"sentiment":"neutral","sentiment_score":0.05979806029548248},{"text":"Have you been lucky enough to see a platypus, or do you hear frogs croaking?","start":206.43001,"end":211.09001,"sentiment":"neutral","sentiment_score":0.06452702308694522},{"text":"Let us know by downloading the Melbourne Water Frog or Platypus Spot apps, both available from the Apple App Store or Google Play.","start":211.87001,"end":220.495,"sentiment":"neutral","sentiment_score":0.10270819780619247}],"sentiment":"neutral","sentiment_score":0.09496254422184494,"channel":1,"num_words":72,"start":169.74501,"end":220.495},{"sentences":[{"text":"With just a few taps, you can increase our knowledge of platypus populations in Melbourne.","start":220.715,"end":225.935,"sentiment":"neutral","sentiment_score":0.1346919318040212},{"text":"Each sighting and","start":226.075,"end":227.115,"sentiment":"neutral","sentiment_score":0.05223793163895607}],"sentiment":"neutral","sentiment_score":0.12094959844317701,"channel":1,"num_words":18,"start":220.715,"end":227.115},{"sentences":[{"text":"Alright.","start":226.905,"end":227.405,"sentiment":"neutral","sentiment_score":0.07842878997325897}],"sentiment":"neutral","sentiment_score":0.07842878997325897,"channel":0,"num_words":1,"start":226.905,"end":227.405},{"sentences":[{"text":"recording helps Melbourne Water to manage waterway health.","start":227.115,"end":230.78,"sentiment":"neutral","sentiment_score":0.06576656317338347},{"text":"Hey, Alex.","start":231.24,"end":231.8,"sentiment":"neutral","sentiment_score":0.10713404417037964},{"text":"Thanks for holding.","start":231.8,"end":232.44,"sentiment":"neutral","sentiment_score":0.2564808130264282},{"text":"You still there?","start":232.44,"end":233.34,"sentiment":"neutral","sentiment_score":0.15067491928736368},{"text":"Amazing.","start":234.6,"end":235.0,"sentiment":"neutral","sentiment_score":0.22485150396823883}],"sentiment":"neutral","sentiment_score":0.12863054674337893,"channel":1,"num_words":17,"start":227.115,"end":235.0},{"sentences":[{"text":"I'm conscious in another call at the moment, so I have to organize for him to give you a callback.","start":235.0,"end":238.92,"sentiment":"neutral","sentiment_score":0.045116028282791376},{"text":"Would that be okay?","start":238.92,"end":239.895,"sentiment":"neutral","sentiment_score":0.024927111342549324}],"sentiment":"neutral","sentiment_score":0.041751208792751036,"channel":1,"num_words":24,"start":235.0,"end":239.895},{"sentences":[{"text":"That's okay.","start":240.51,"end":240.98999,"sentiment":"neutral","sentiment_score":0.04932086169719696},{"text":"Yeah.","start":240.98999,"end":241.15,"sentiment":"neutral","sentiment_score":0.09984008967876434},{"text":"Sure.","start":241.15,"end":241.54999,"sentiment":"neutral","sentiment_score":0.18224138021469116},{"text":"If you can get back to me as soon as you can, I know that that's asking a lot?","start":241.54999,"end":245.39,"sentiment":"neutral","sentiment_score":0.10890720823877736},{"text":"But, yeah, the the sooner the better, I guess, would be amazing.","start":245.39,"end":248.37,"sentiment":"neutral","sentiment_score":0.2204956499238809}],"sentiment":"neutral","sentiment_score":0.14559736996889114,"channel":0,"num_words":35,"start":240.51,"end":248.37},{"sentences":[{"text":"Yeah.","start":247.975,"end":248.475,"sentiment":"neutral","sentiment_score":0.12109684199094772},{"text":"Yeah.","start":248.77501,"end":249.015,"sentiment":"neutral","sentiment_score":0.09654691815376282},{"text":"No.","start":249.015,"end":249.175,"sentiment":"neutral","sentiment_score":0.05868637561798096},{"text":"Of course.","start":249.175,"end":249.575,"sentiment":"neutral","sentiment_score":0.08851912245154381},{"text":"I think I'll send send him a message internally as well just because it is a big help appeal.","start":249.575,"end":253.5,"sentiment":"neutral","sentiment_score":0.11731610878517754}],"sentiment":"neutral","sentiment_score":0.111765601982673,"channel":1,"num_words":24,"start":247.975,"end":253.5},{"sentences":[{"text":"So I'll definitely make sure he's across that and gets back to you sometime today.","start":253.66,"end":256.94,"sentiment":"neutral","sentiment_score":0.18112094501654308},{"text":"Okay?","start":256.94,"end":257.44,"sentiment":"neutral","sentiment_score":0.1649664044380188}],"sentiment":"neutral","sentiment_score":0.1801112862303853,"channel":1,"num_words":16,"start":253.66,"end":257.44},{"sentences":[{"text":"Thank you so much.","start":257.385,"end":258.525,"sentiment":"positive","sentiment_score":0.5170022994279861}],"sentiment":"positive","sentiment_score":0.5170022994279861,"channel":0,"num_words":4,"start":257.385,"end":258.525},{"sentences":[{"text":"Yeah.","start":258.7,"end":259.02,"sentiment":"neutral","sentiment_score":0.1956324577331543},{"text":"Of course.","start":259.02,"end":259.34,"sentiment":"neutral","sentiment_score":0.17550715804100037},{"text":"No worries.","start":259.34,"end":259.66,"sentiment":"neutral","sentiment_score":0.17939230799674988},{"text":"Is there anything else that I can help you with?","start":259.66,"end":261.52,"sentiment":"neutral","sentiment_score":0.17554932087659836}],"sentiment":"neutral","sentiment_score":0.17739497323830922,"channel":1,"num_words":15,"start":258.7,"end":261.52},{"sentences":[{"text":"No.","start":261.945,"end":262.105,"sentiment":"neutral","sentiment_score":0.07670830190181732},{"text":"That was all.","start":262.105,"end":262.585,"sentiment":"neutral","sentiment_score":0.10389962544043858},{"text":"Thank you.","start":262.585,"end":263.325,"sentiment":"neutral","sentiment_score":0.3014038950204849}],"sentiment":"neutral","sentiment_score":0.16520249471068382,"channel":0,"num_words":6,"start":261.945,"end":263.325},{"sentences":[{"text":"K.","start":263.34,"end":263.66,"sentiment":"neutral","sentiment_score":0.1845380812883377},{"text":"No worries then, Alex.","start":263.66,"end":264.54,"sentiment":"neutral","sentiment_score":0.28457973524928093},{"text":"You take care.","start":264.54,"end":265.02,"sentiment":"positive","sentiment_score":0.43965432047843933},{"text":"Have a good day.","start":265.02,"end":266.0,"sentiment":"positive","sentiment_score":0.5549977272748947}],"sentiment":"positive","sentiment_score":0.4051509077350299,"channel":1,"num_words":12,"start":263.34,"end":266.0},{"sentences":[{"text":"See you too.","start":265.945,"end":266.825,"sentiment":"neutral","sentiment_score":0.30751172204812366},{"text":"Bye.","start":266.825,"end":267.325,"sentiment":"neutral","sentiment_score":0.11243881285190582}],"sentiment":"neutral","sentiment_score":0.2587434947490692,"channel":0,"num_words":4,"start":265.945,"end":267.325},{"sentences":[{"text":"Bye.","start":266.94,"end":267.44,"sentiment":"neutral","sentiment_score":0.09543444216251372},{"text":"Melbourne Moore.","start":268.46,"end":269.27994,"sentiment":"neutral","sentiment_score":0.03862106055021286}],"sentiment":"neutral","sentiment_score":0.05755885442097982,"channel":1,"num_words":3,"start":266.94,"end":269.27994}]},"summary":{"result":"success","short":"The customer calls Melbourne Water to inquire about a flood on their V t w case. The representative, Rin, asks for the customer's name and organization, then transfers them to a case officer. The officer takes a message and the customer is instructed to call back later to discuss a complaint."},"intents":{"segments":[{"text":"for the you can appeal. I'll see if I yeah. I'll see if I can get through to him now. Okay?","start_word":389,"end_word":409,"intents":[{"intent":"Request and appeal the decision","confidence_score":2.2849068e-7}]}]},"sentiments":{"segments":[{"text":"Welcome to Melbourne Water's Open customer order. service center. Your call will be recorded for quality and training purposes. If you do not want your call to be recorded, please advise the officer handling your inquiry. For more information about our privacy policy, press 9. Please select from the following options. For all development, flood level, stormwater connection, and building inquiries, press 1. For inquiries about To assist your call today, if you have an existing Melbourne Water reference number, enter it now, excluding letters and special characters followed by the hash key. If you don't have a reference number, press the hash key. Melbourne Water has recently made it easy for customers to apply for permits and obtain our Welcome to Melbourne Water. You're speaking to Rin. How can I help you today? Hi. I'm hoping to speak to either Con sorry. Probably Nazarene Mahal or Con Gentanasis. I mean, it's. I've got a I've been asked to quote on a flood on a VCAT case, and it feels Mhmm.","start_word":0,"end_word":170,"sentiment":"neutral","sentiment_score":0.002241155132651329},{"text":"a little bit dodgy from my perspective. And I don't really wanna challenge Melbourne Water if it's if it's as dodgy as it sounds.","start_word":171,"end_word":194,"sentiment":"negative","sentiment_score":-0.4647899866104126},{"text":"And so I'm just curious if I could speak to one of them because I know that they're part of the the process. Yeah. Okay. No worries. I will see if one of them is available for a chat, but I'll ask you a few quick questions. Is that okay? Yeah. Please. Yeah. Absolutely.","start_word":195,"end_word":248,"sentiment":"neutral","sentiment_score":-0.033475372940301895},{"text":"Amazing. Amazing.","start_word":249,"end_word":250,"sentiment":"positive","sentiment_score":0.43850937485694885},{"text":"Could I start with your name, please? Yes. Alex Simmons. Alex Simmons. And you are calling from which organization? Sorry? SWM Consulting. Okay. Awesome. And do you have any reference number there, Alex? I don't have a reference number. I've got a subject land, but that's about it. I've got a I've got a VCAT reference. Does that matter? Yeah. Yeah. What's the VCAT reference? P837 Yep. ForwardSlashBackslash. Oh god. 2025. 2 Whatever the 2 it's, 0 I think, 25, wait. yeah, BackslashApple. Okay. And what was the site address, please? It's 114 Fernside Drive and 48 Elms Road, Bang Colm, Victoria. Okay. No worries. Give me one second. I just have to find this one. Yeah. I think it's probably best that you speak to Con about this one because he is the case Okay. officer Great. for the you can appeal. I'll see if I yeah. I'll see if I can get through to him now. Okay? I'll pop you in a quick hold. Thanks, Alex. If you're calling today to pay your water bill or organize your water connection, please call your local water retailer. To be transferred to your retailer, press hash and select option 1. Have you been lucky enough to see a platypus, or do you hear frogs croaking? Let us know by downloading the Melbourne Water Frog or Platypus Spot apps, both available from the Apple App Store or Google Play. With just a few taps, you can increase our knowledge of platypus populations in Melbourne. Each sighting and Alright. recording helps Melbourne Water to manage waterway health. Hey, Alex. Thanks for holding. You still there? Amazing. I'm conscious in another call at the moment, so I have to organize for him to give you a callback. Would that be okay? That's okay. Yeah. Sure. If you can get back to me as soon as you can, I know that that's asking a lot? But, yeah, the the sooner the better, I guess, would be amazing. Yeah. Yeah. No. Of course. I think I'll send send him a message internally as well just because it is a big help appeal. So I'll definitely make sure he's across that and gets back to you sometime today. Okay?","start_word":251,"end_word":623,"sentiment":"neutral","sentiment_score":0.07264067566187069},{"text":"Thank you so much.","start_word":624,"end_word":627,"sentiment":"positive","sentiment_score":0.5094156265258789},{"text":"Yeah. Of course. No worries. Is there anything else that I can help you with? No. That was all. Thank you. K. No worries then, Alex.","start_word":628,"end_word":653,"sentiment":"neutral","sentiment_score":0.19415031373500824},{"text":"You take care. Have a good day. See you too.","start_word":654,"end_word":663,"sentiment":"positive","sentiment_score":0.4640299379825592},{"text":"Bye. Bye. Melbourne Moore.","start_word":664,"end_word":667,"sentiment":"neutral","sentiment_score":0.11411894857883452}],"average":{"sentiment":"neutral","sentiment_score":0.03660868326822917}}}}