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welcome.","start":46.515,"end":47.335,"sentiment":"neutral","sentiment_score":0.25404609739780426},{"text":"Or","start":47.475,"end":47.715,"sentiment":"neutral","sentiment_score":0.10902859270572662}],"sentiment":"neutral","sentiment_score":0.20787111297249794,"channel":0,"num_words":4,"start":46.195,"end":47.715},{"sentences":[{"text":"you.","start":47.655,"end":48.155,"sentiment":"neutral","sentiment_score":0.06403011083602905}],"sentiment":"neutral","sentiment_score":0.06403011083602905,"channel":1,"num_words":1,"start":47.655,"end":48.155},{"sentences":[{"text":"would you like to stay on the line so after her call, I will transfer you?","start":47.715,"end":52.055,"sentiment":"neutral","sentiment_score":0.04734876670408994}],"sentiment":"neutral","sentiment_score":0.04734876670408994,"channel":0,"num_words":16,"start":47.715,"end":52.055},{"sentences":[{"text":"If she can just call me, that would be","start":54.135,"end":55.83,"sentiment":"neutral","sentiment_score":0.01979183219373226}],"sentiment":"neutral","sentiment_score":0.01979183219373226,"channel":1,"num_words":9,"start":54.135,"end":55.83},{"sentences":[{"text":"Okay.","start":56.079998,"end":56.579998,"sentiment":"neutral","sentiment_score":0.054756660014390945},{"text":"Sure.","start":56.719997,"end":56.879997,"sentiment":"neutral","sentiment_score":0.07867847383022308},{"text":"Sure.","start":56.879997,"end":57.199997,"sentiment":"neutral","sentiment_score":0.07665805518627167},{"text":"No worries, Jenny.","start":57.199997,"end":58.399998,"sentiment":"neutral","sentiment_score":0.057993508875370026},{"text":"She is aware that she needs to call you back.","start":58.399998,"end":60.8,"sentiment":"neutral","sentiment_score":-0.0456718422472477}],"sentiment":"neutral","sentiment_score":-0.004540294175967574,"channel":0,"num_words":16,"start":56.079998,"end":60.8},{"sentences":[{"text":"Okay?","start":60.8,"end":61.3,"sentiment":"neutral","sentiment_score":0.06446504592895508}],"sentiment":"neutral","sentiment_score":0.06446504592895508,"channel":0,"num_words":1,"start":60.8,"end":61.3},{"sentences":[{"text":"good.","start":61.75,"end":61.99,"sentiment":"neutral","sentiment_score":0.23822812736034393},{"text":"Thank","start":61.99,"end":62.49,"sentiment":"positive","sentiment_score":0.3637970983982086}],"sentiment":"neutral","sentiment_score":0.3010126128792763,"channel":1,"num_words":2,"start":61.75,"end":62.49},{"sentences":[{"text":"Alright.","start":62.879997,"end":63.359997,"sentiment":"positive","sentiment_score":0.333935022354126},{"text":"Thank you.","start":63.359997,"end":64.08,"sentiment":"positive","sentiment_score":0.5210351049900055}],"sentiment":"positive","sentiment_score":0.45866841077804565,"channel":0,"num_words":3,"start":62.879997,"end":64.08},{"sentences":[{"text":"you.","start":64.07,"end":64.57,"sentiment":"positive","sentiment_score":0.398067831993103}],"sentiment":"positive","sentiment_score":0.398067831993103,"channel":1,"num_words":1,"start":64.07,"end":64.57},{"sentences":[{"text":"Have a good one.","start":64.08,"end":65.22,"sentiment":"positive","sentiment_score":0.49701812863349915}],"sentiment":"positive","sentiment_score":0.49701812863349915,"channel":0,"num_words":4,"start":64.08,"end":65.22},{"sentences":[{"text":"See you.","start":65.75,"end":66.15,"sentiment":"positive","sentiment_score":0.33363722264766693},{"text":"Bye bye.","start":66.15,"end":66.81,"sentiment":"neutral","sentiment_score":0.18356648087501526}],"sentiment":"neutral","sentiment_score":0.2586018517613411,"channel":1,"num_words":4,"start":65.75,"end":66.81},{"sentences":[{"text":"Bye bye.","start":66.96,"end":67.7,"sentiment":"neutral","sentiment_score":0.10697413608431816}],"sentiment":"neutral","sentiment_score":0.10697413608431816,"channel":0,"num_words":2,"start":66.96,"end":67.7}]},"summary":{"result":"success","short":"The customer, Melissa, is calling about an issue with Lorraine's call. She explains that she's waiting for her to finish before the call and that Lorraine will call her back after office hours. The agent, Jenny, tells Melissa that Lorraine will call her back and offers to stay on the line for her call."},"intents":{"segments":[{"text":"a call from Lorraine, and Mhmm. I need that to to happen before she finishes at 06:00. Yes, Jenny.","start_word":35,"end_word":53,"intents":[{"intent":"Schedule call","confidence_score":0.3194795}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.31256207823753357},{"text":"Good afternoon. Thank you so much for calling your account. How may I help you today?","start_word":1,"end_word":16,"sentiment":"positive","sentiment_score":0.6451382040977478},{"text":"Hi. Is this Melissa? Yes. This is Melissa. Melissa, it's Jenny. Jenny Borg here. I'm waiting on Hi. a call from Lorraine, and Mhmm. I need that to to happen before she finishes at 06:00. Yes, Jenny.","start_word":17,"end_word":53,"sentiment":"neutral","sentiment_score":0.018143637105822563},{"text":"Thank you so much for giving us a call.","start_word":54,"end_word":62,"sentiment":"positive","sentiment_score":0.5482631921768188},{"text":"I just got a response from her that she's just currently on a call prior to your schedule. So once she's done with the previous call that she's engaging, she will call you back even it's after office hours because we're prioritizing your account as well. Thank Yeah. You're welcome. Or you. would you like to stay on the line so after her call, I will transfer you? If she can just call me, that would be Okay. Sure. Sure. No worries, Jenny. She is aware that she needs to call you back. Okay? good.","start_word":63,"end_word":157,"sentiment":"neutral","sentiment_score":0.1028461903333664},{"text":"Thank Alright. Thank you. you. Have a good one.","start_word":158,"end_word":166,"sentiment":"positive","sentiment_score":0.44564229249954224},{"text":"See you. Bye bye. Bye bye.","start_word":167,"end_word":172,"sentiment":"neutral","sentiment_score":0.19336245954036713}],"average":{"sentiment":"neutral","sentiment_score":0.17021310951815072}}}}