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Thank you.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hello.","start":37.32,"end":37.72,"sentiment":"neutral","sentiment_score":0.011909842491149902},{"text":"Yeah.","start":37.72,"end":37.96,"sentiment":"neutral","sentiment_score":0.015863843262195587},{"text":"My name is David Burns.","start":37.96,"end":39.579998,"sentiment":"neutral","sentiment_score":0.018258062191307545},{"text":"I'm the operations manager for Mander Retirement Village.","start":39.64,"end":42.54,"sentiment":"neutral","sentiment_score":0.021082131890580058},{"text":"Sorry.","start":43.565,"end":44.065,"sentiment":"neutral","sentiment_score":-0.09961599856615068}],"sentiment":"neutral","sentiment_score":0.011756565829273313,"num_words":16,"start":37.32,"end":44.065},{"sentences":[{"text":"Historically, I would log on to the government provided management system to look at our Care Minute targets for the for the quarter.","start":45.725,"end":53.504997,"sentiment":"neutral","sentiment_score":-0.15928932570892831},{"text":"Those targets have now been they're not there on the on the GPMS system, and I'm trying to find out where I can go to find the what the targets are.","start":54.765,"end":63.83,"sentiment":"neutral","sentiment_score":-0.1780334482750585},{"text":"I haven't.","start":72.935,"end":76.155,"sentiment":"neutral","sentiment_score":-0.11333588510751724},{"text":"I'm logged in to GPMS now and just clicked on the contact us at the bottom of the page on that.","start":76.695,"end":82.314995,"sentiment":"neutral","sentiment_score":-0.07658544537566957},{"text":"Yeah.","start":94.47,"end":94.79,"sentiment":"neutral","sentiment_score":-0.006028402596712112}],"sentiment":"neutral","sentiment_score":-0.14132930658375606,"num_words":78,"start":45.725,"end":94.79},{"sentences":[{"text":"Sure.","start":94.79,"end":95.29,"sentiment":"neutral","sentiment_score":0.01315082050859928},{"text":"Do you just before you transfer me, have you got their direct number as well just in case I get cut off?","start":98.555,"end":103.215004,"sentiment":"neutral","sentiment_score":-0.03303570622070269},{"text":"Yep.","start":106.155,"end":106.555,"sentiment":"neutral","sentiment_score":0.02129252254962921},{"text":"Sure.","start":106.555,"end":107.055,"sentiment":"neutral","sentiment_score":0.031013987958431244},{"text":"Yep.","start":108.795,"end":109.295,"sentiment":"neutral","sentiment_score":0.0090198814868927}],"sentiment":"neutral","sentiment_score":-0.02508878170584257,"num_words":26,"start":94.79,"end":109.295},{"sentences":[{"text":"Yeah.","start":112.96999,"end":113.46999,"sentiment":"neutral","sentiment_score":0.011402858421206474},{"text":"799.","start":114.329994,"end":115.130005,"sentiment":"neutral","sentiment_score":0.01051384210586548},{"text":"I'll just call them to see if you're transferring it.","start":115.13,"end":116.89,"sentiment":"neutral","sentiment_score":0.03310476504266262},{"text":"All good.","start":116.89,"end":117.63,"sentiment":"neutral","sentiment_score":0.27138329297304153},{"text":"Thank you.","start":121.92999,"end":122.49,"sentiment":"positive","sentiment_score":0.38613781332969666}],"sentiment":"neutral","sentiment_score":0.10425041022244841,"num_words":16,"start":112.96999,"end":122.49},{"sentences":[{"text":"Bye.","start":122.49,"end":122.99,"sentiment":"neutral","sentiment_score":0.1976335644721985}],"sentiment":"neutral","sentiment_score":0.1976335644721985,"num_words":1,"start":122.49,"end":122.99}]}}]},{"alternatives":[{"transcript":"You for calling the Department of Health, Disability and Aging's Switchboard. Please hold the line, and we will be with you shortly. We're committed to respectful professional service and ask that you treat our staff with courtesy. Abusive or aggressive behavior will not be tolerated and may result in the call being terminated. Department of Health Disability and Aging Switchboard. This is Reese speaking. How may I direct your call? Oh, okay. I just wanna double check with yourself. Have you been through to the managed care provider line for any advice yet? Just because usually with all technical support matters, usually they all go through that provider line. So if I can transfer you through there first, just double check to see what their advice would be. And if they're not able to assist, feel free to call us back, and we'll see how we can help you further. Yeah. Yeah. Are you in a position to write it down? It's 1800 8367, 99. Okay. I'll let you go then. I hope you have a good rest of the day, and I might hear from you soon. 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for calling the Department of Health, Disability and Aging's Switchboard. Please hold the line, and we will be with you shortly. We're committed to respectful professional service and ask that you treat our staff with courtesy. Abusive or aggressive behavior will not be tolerated and may result in the call being terminated. Department of Health Disability and Aging Switchboard.\n\nThis is Reese speaking. How may I direct your call? Oh, okay. I just wanna double check with yourself. Have you been through to the managed care provider line for any advice yet?\n\nJust because usually with all technical support matters, usually they all go through that provider line. So if I can transfer you through there first, just double check to see what their advice would be. And if they're not able to assist, feel free to call us back, and we'll see how we can help you further. Yeah. Yeah.\n\nAre you in a position to write it down? It's 1800 8367, 99. Okay. I'll let you go then. I hope you have a good rest of the day, and I might hear from you soon.\n\nBye.","paragraphs":[{"sentences":[{"text":"You for calling the Department of Health, Disability and Aging's Switchboard.","start":0.08,"end":4.02,"sentiment":"neutral","sentiment_score":0.06324562193317847},{"text":"Please hold the line, and we will be with you shortly.","start":4.88,"end":7.7,"sentiment":"neutral","sentiment_score":0.07711544091051276},{"text":"We're committed to respectful professional service and ask that you treat our staff with courtesy.","start":9.28,"end":14.3550005,"sentiment":"neutral","sentiment_score":0.16564719378948212},{"text":"Abusive or aggressive behavior will not be tolerated and may result in the call being terminated.","start":15.055,"end":20.195,"sentiment":"negative","sentiment_score":-0.5179168414324522},{"text":"Department of Health Disability and Aging Switchboard.","start":31.93,"end":34.35,"sentiment":"neutral","sentiment_score":0.023611538112163544}],"sentiment":"neutral","sentiment_score":-0.06821181830018759,"num_words":60,"start":0.08,"end":34.35},{"sentences":[{"text":"This is Reese speaking.","start":34.41,"end":35.61,"sentiment":"neutral","sentiment_score":0.04115758091211319},{"text":"How may I direct your call?","start":35.61,"end":37.07,"sentiment":"neutral","sentiment_score":0.03115051177640756},{"text":"Oh, okay.","start":64.76501,"end":65.40501,"sentiment":"neutral","sentiment_score":-0.02501735556870699},{"text":"I just wanna double check with yourself.","start":65.40501,"end":66.925,"sentiment":"neutral","sentiment_score":-0.023289193266204426},{"text":"Have you been through to the managed care provider line for any advice yet?","start":66.925,"end":71.505005,"sentiment":"neutral","sentiment_score":-0.02878877547170435}],"sentiment":"neutral","sentiment_score":-0.008017228069630537,"num_words":33,"start":34.41,"end":71.505005},{"sentences":[{"text":"Just because usually with all technical support matters, usually they all go through that provider line.","start":83.14,"end":89.14,"sentiment":"neutral","sentiment_score":-0.12099972367286682},{"text":"So if I can transfer you through there first, just double check to see what their advice would be.","start":89.14,"end":93.765,"sentiment":"neutral","sentiment_score":-0.09985644291890294},{"text":"And if they're not able to assist, feel free to call us back, and we'll see how we can help you further.","start":94.645,"end":98.585,"sentiment":"neutral","sentiment_score":-0.006525751033967192},{"text":"Yeah.","start":103.445,"end":103.604996,"sentiment":"neutral","sentiment_score":-0.004175523295998573},{"text":"Yeah.","start":103.604996,"end":104.104996,"sentiment":"neutral","sentiment_score":-0.001754716970026493}],"sentiment":"neutral","sentiment_score":-0.06750448741081913,"num_words":59,"start":83.14,"end":104.104996},{"sentences":[{"text":"Are you in a position to write it down?","start":104.485,"end":106.185,"sentiment":"neutral","sentiment_score":-0.005369694489571784},{"text":"It's 1800 8367, 99.","start":107.205,"end":113.87001,"sentiment":"neutral","sentiment_score":0.012556901783682406},{"text":"Okay.","start":117.770004,"end":118.270004,"sentiment":"neutral","sentiment_score":0.3058694005012512},{"text":"I'll let you go then.","start":118.41,"end":119.29,"sentiment":"positive","sentiment_score":0.4320664703845978},{"text":"I hope you have a good rest of the day, and I might hear from you soon.","start":119.29,"end":121.87,"sentiment":"positive","sentiment_score":0.45029497847837563}],"sentiment":"neutral","sentiment_score":0.28119768731347805,"num_words":36,"start":104.485,"end":121.87},{"sentences":[{"text":"Bye.","start":123.130005,"end":123.630005,"sentiment":"neutral","sentiment_score":0.0938159003853798}],"sentiment":"neutral","sentiment_score":0.0938159003853798,"num_words":1,"start":123.130005,"end":123.630005}]}}]}],"paragraphs":{"transcript":"\nChannel 1: You for calling the Department of Health, Disability and Aging's Switchboard. Please hold the line, and we will be with you shortly. We're committed to respectful professional service and ask that you treat our staff with courtesy. Abusive or aggressive behavior will not be tolerated and may result in the call being terminated. Department of Health Disability and Aging Switchboard.\n\nThis is Reese speaking. How may I direct your call?\n\nChannel 0: Hello. Yeah. My name is David Burns. I'm the operations manager for Mander Retirement Village. Sorry.\n\nHistorically, I would log on to the government provided management system to look at our Care Minute targets for the for the quarter. Those targets have now been they're not there on the on the GPMS system, and I'm trying to find out where I can go to find the what the targets are.\n\nChannel 1: Oh, okay. I just wanna double check with yourself. Have you been through to the managed care provider line for any advice yet?\n\nChannel 0: I haven't. I'm logged in to GPMS now and just clicked on the contact us at the bottom of the page on that.\n\nChannel 1: Just because usually with all technical support matters, usually they all go through that provider line. So if I can transfer you through there first, just double check to see what their advice would be.\n\nChannel 0: Yeah.\n\nChannel 1: And\n\nChannel 0: Sure.\n\nChannel 1: if they're not able to assist, feel free to call us back, and we'll see how we can help you further.\n\nChannel 0: Do you just before you transfer me, have you got their direct number as well just in case I get cut off?\n\nChannel 1: Yeah. Yeah. Are you in a position to write it down?\n\nChannel 0: Yep. Sure.\n\nChannel 1: It's 1800\n\nChannel 0: Yep.\n\nChannel 1: 8367,\n\nChannel 0: Yeah.\n\nChannel 1: 99.\n\nChannel 0: 799. I'll just call them to see if you're transferring it. All good.\n\nChannel 1: Okay. I'll let you go then. I hope you have a good rest of the day, and I might hear from you soon.\n\nChannel 0: Thank you. Bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"You for calling the Department of Health, Disability and Aging's Switchboard.","start":0.08,"end":4.02,"sentiment":"neutral","sentiment_score":0.06324562193317847},{"text":"Please hold the line, and we will be with you shortly.","start":4.88,"end":7.7,"sentiment":"neutral","sentiment_score":0.07711544091051276},{"text":"We're committed to respectful professional service and ask that you treat our staff with courtesy.","start":9.28,"end":14.3550005,"sentiment":"neutral","sentiment_score":0.16564719378948212},{"text":"Abusive or aggressive behavior will not be tolerated and may result in the call being terminated.","start":15.055,"end":20.195,"sentiment":"negative","sentiment_score":-0.5179168414324522},{"text":"Department of Health Disability and Aging Switchboard.","start":31.93,"end":34.35,"sentiment":"neutral","sentiment_score":0.023611538112163544}],"sentiment":"neutral","sentiment_score":-0.06821181830018759,"channel":1,"num_words":60,"start":0.08,"end":34.35},{"sentences":[{"text":"This is Reese speaking.","start":34.41,"end":35.61,"sentiment":"neutral","sentiment_score":0.04115758091211319},{"text":"How may I direct your call?","start":35.61,"end":37.07,"sentiment":"neutral","sentiment_score":0.03115051177640756}],"sentiment":"neutral","sentiment_score":0.03515333943068981,"channel":1,"num_words":10,"start":34.41,"end":37.07},{"sentences":[{"text":"Hello.","start":37.32,"end":37.72,"sentiment":"neutral","sentiment_score":0.011909842491149902},{"text":"Yeah.","start":37.72,"end":37.96,"sentiment":"neutral","sentiment_score":0.015863843262195587},{"text":"My name is David Burns.","start":37.96,"end":39.579998,"sentiment":"neutral","sentiment_score":0.018258062191307545},{"text":"I'm the operations manager for Mander Retirement Village.","start":39.64,"end":42.54,"sentiment":"neutral","sentiment_score":0.021082131890580058},{"text":"Sorry.","start":43.565,"end":44.065,"sentiment":"neutral","sentiment_score":-0.09961599856615068}],"sentiment":"neutral","sentiment_score":0.011756565829273313,"channel":0,"num_words":16,"start":37.32,"end":44.065},{"sentences":[{"text":"Historically, I would log on to the government provided management system to look at our Care Minute targets for the for the quarter.","start":45.725,"end":53.504997,"sentiment":"neutral","sentiment_score":-0.15928932570892831},{"text":"Those targets have now been they're not there on the on the GPMS system, and I'm trying to find out where I can go to find the what the targets are.","start":54.765,"end":63.83,"sentiment":"neutral","sentiment_score":-0.1780334482750585}],"sentiment":"neutral","sentiment_score":-0.17004984051541047,"channel":0,"num_words":54,"start":45.725,"end":63.83},{"sentences":[{"text":"Oh, okay.","start":64.76501,"end":65.40501,"sentiment":"neutral","sentiment_score":-0.02501735556870699},{"text":"I just wanna double check with yourself.","start":65.40501,"end":66.925,"sentiment":"neutral","sentiment_score":-0.023289193266204426},{"text":"Have you been through to the managed care provider line for any advice yet?","start":66.925,"end":71.505005,"sentiment":"neutral","sentiment_score":-0.02878877547170435}],"sentiment":"neutral","sentiment_score":-0.026787040026291557,"channel":1,"num_words":23,"start":64.76501,"end":71.505005},{"sentences":[{"text":"I haven't.","start":72.935,"end":76.155,"sentiment":"neutral","sentiment_score":-0.11333588510751724},{"text":"I'm logged in to GPMS now and just clicked on the contact us at the bottom of the page on 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be.","start":89.14,"end":93.765,"sentiment":"neutral","sentiment_score":-0.09985644291890294}],"sentiment":"neutral","sentiment_score":-0.10952194269214358,"channel":1,"num_words":35,"start":83.14,"end":93.765},{"sentences":[{"text":"Yeah.","start":94.47,"end":94.79,"sentiment":"neutral","sentiment_score":-0.006028402596712112}],"sentiment":"neutral","sentiment_score":-0.006028402596712112,"channel":0,"num_words":1,"start":94.47,"end":94.79},{"sentences":[{"text":"And","start":94.645,"end":94.805,"sentiment":"neutral","sentiment_score":0.009297512471675873}],"sentiment":"neutral","sentiment_score":0.009297512471675873,"channel":1,"num_words":1,"start":94.645,"end":94.805},{"sentences":[{"text":"Sure.","start":94.79,"end":95.29,"sentiment":"neutral","sentiment_score":0.01315082050859928}],"sentiment":"neutral","sentiment_score":0.01315082050859928,"channel":0,"num_words":1,"start":94.79,"end":95.29},{"sentences":[{"text":"if they're not able to assist, feel free to call us back, and we'll see how we can help you further.","start":94.805,"end":98.585,"sentiment":"neutral","sentiment_score":-0.007279239772331147}],"sentiment":"neutral","sentiment_score":-0.007279239772331147,"channel":1,"num_words":21,"start":94.805,"end":98.585},{"sentences":[{"text":"Do you just before you transfer me, have you got their direct number as well just in case I get cut off?","start":98.555,"end":103.215004,"sentiment":"neutral","sentiment_score":-0.03303570622070269}],"sentiment":"neutral","sentiment_score":-0.03303570622070269,"channel":0,"num_words":22,"start":98.555,"end":103.215004},{"sentences":[{"text":"Yeah.","start":103.445,"end":103.604996,"sentiment":"neutral","sentiment_score":-0.004175523295998573},{"text":"Yeah.","start":103.604996,"end":104.104996,"sentiment":"neutral","sentiment_score":-0.001754716970026493},{"text":"Are you in a position to write it down?","start":104.485,"end":106.185,"sentiment":"neutral","sentiment_score":-0.005369694489571784}],"sentiment":"neutral","sentiment_score":-0.004932499152015556,"channel":1,"num_words":11,"start":103.445,"end":106.185},{"sentences":[{"text":"Yep.","start":106.155,"end":106.555,"sentiment":"neutral","sentiment_score":0.02129252254962921},{"text":"Sure.","start":106.555,"end":107.055,"sentiment":"neutral","sentiment_score":0.031013987958431244}],"sentiment":"neutral","sentiment_score":0.026153255254030228,"channel":0,"num_words":2,"start":106.155,"end":107.055},{"sentences":[{"text":"It's 1800","start":107.205,"end":108.425,"sentiment":"neutral","sentiment_score":0.016705844085663557}],"sentiment":"neutral","sentiment_score":0.016705844085663557,"channel":1,"num_words":2,"start":107.205,"end":108.425},{"sentences":[{"text":"Yep.","start":108.795,"end":109.295,"sentiment":"neutral","sentiment_score":0.0090198814868927}],"sentiment":"neutral","sentiment_score":0.0090198814868927,"channel":0,"num_words":1,"start":108.795,"end":109.295},{"sentences":[{"text":"8367,","start":109.69,"end":113.05,"sentiment":"neutral","sentiment_score":0.009211407974362372}],"sentiment":"neutral","sentiment_score":0.009211407974362372,"channel":1,"num_words":1,"start":109.69,"end":113.05},{"sentences":[{"text":"Yeah.","start":112.96999,"end":113.46999,"sentiment":"neutral","sentiment_score":0.011402858421206474}],"sentiment":"neutral","sentiment_score":0.011402858421206474,"channel":0,"num_words":1,"start":112.96999,"end":113.46999},{"sentences":[{"text":"99.","start":113.05,"end":113.87001,"sentiment":"neutral","sentiment_score":0.007604510989040136}],"sentiment":"neutral","sentiment_score":0.007604510989040136,"channel":1,"num_words":1,"start":113.05,"end":113.87001},{"sentences":[{"text":"799.","start":114.329994,"end":115.130005,"sentiment":"neutral","sentiment_score":0.01051384210586548},{"text":"I'll just call them to see if you're transferring it.","start":115.13,"end":116.89,"sentiment":"neutral","sentiment_score":0.03310476504266262},{"text":"All good.","start":116.89,"end":117.63,"sentiment":"neutral","sentiment_score":0.27138329297304153}],"sentiment":"neutral","sentiment_score":0.0680252368060442,"channel":0,"num_words":13,"start":114.329994,"end":117.63},{"sentences":[{"text":"Okay.","start":117.770004,"end":118.270004,"sentiment":"neutral","sentiment_score":0.3058694005012512},{"text":"I'll let you go then.","start":118.41,"end":119.29,"sentiment":"positive","sentiment_score":0.4320664703845978},{"text":"I hope you have a good rest of the day, and I might hear from you soon.","start":119.29,"end":121.87,"sentiment":"positive","sentiment_score":0.45029497847837563}],"sentiment":"positive","sentiment_score":0.44005288637202716,"channel":1,"num_words":23,"start":117.770004,"end":121.87},{"sentences":[{"text":"Thank you.","start":121.92999,"end":122.49,"sentiment":"positive","sentiment_score":0.38613781332969666},{"text":"Bye.","start":122.49,"end":122.99,"sentiment":"neutral","sentiment_score":0.1976335644721985}],"sentiment":"neutral","sentiment_score":0.3233030637105306,"channel":0,"num_words":3,"start":121.92999,"end":122.99},{"sentences":[{"text":"Bye.","start":123.130005,"end":123.630005,"sentiment":"neutral","sentiment_score":0.0938159003853798}],"sentiment":"neutral","sentiment_score":0.0938159003853798,"channel":1,"num_words":1,"start":123.130005,"end":123.630005}]},"summary":{"result":"success","short":"The customer calls the Department of Health, Disability and Aging's Switchboard and is directed to the Care Minute targets. The agent, Reese, explains that the targets have not been updated and offers to transfer the customer to the Care Minute line. The customer is asked to write down the advice and is given the direct number of the Care Minute line."},"intents":{"segments":[{"text":"You for calling the Department of Health, Disability and Aging's Switchboard. Please hold the line, and we will be with you shortly. We're committed to respectful professional service and ask that you treat our staff with courtesy. Abusive or aggressive behavior will not be tolerated and may result in the call being terminated.","start_word":1,"end_word":53,"intents":[{"intent":"Transfer call","confidence_score":0.5789606}]},{"text":"You for calling the Department of Health, Disability and Aging's Switchboard. Please hold the line, and we will be with you shortly. We're committed to respectful professional service and ask that you treat our staff with courtesy. Abusive or aggressive behavior will not be tolerated and may result in the call being terminated. Department of Health Disability and Aging Switchboard. This is Reese speaking. How may I direct your call? Hello.","start_word":1,"end_word":71,"intents":[{"intent":"Direct call","confidence_score":0.5660417}]},{"text":"Historically, I would log on to the government provided management system to look at our Care Minute targets for the for the quarter. Those targets have now been they're not there on the on the GPMS system, and I'm trying to find out where I can go to find the what the targets are. Oh, okay.","start_word":86,"end_word":141,"intents":[{"intent":"Find care minute targets","confidence_score":0.72807634}]},{"text":"Do you just before you transfer me, have you got their direct number as well just in case I get cut off? Yeah. Yeah.","start_word":245,"end_word":268,"intents":[{"intent":"Get direct number","confidence_score":0.045792323}]},{"text":"Are you in a position to write it down? Yep. Sure.","start_word":269,"end_word":279,"intents":[{"intent":"Write down information","confidence_score":0.1413579}]}]},"sentiments":{"segments":[{"text":"You for calling the Department of Health, Disability and Aging's Switchboard. Please hold the line, and we will be with you shortly. We're committed to respectful professional service and ask that you treat our staff with courtesy.","start_word":0,"end_word":36,"sentiment":"neutral","sentiment_score":0.10525218397378922},{"text":"Abusive or aggressive behavior will not be tolerated and may result in the call being terminated.","start_word":37,"end_word":52,"sentiment":"negative","sentiment_score":-0.5092982649803162},{"text":"Department of Health Disability and Aging Switchboard. This is Reese speaking. How may I direct your call? Hello. Yeah. My name is David Burns. I'm the operations manager for Mander Retirement Village. Sorry. Historically, I would log on to the government provided management system to look at our Care Minute targets for the for the quarter. Those targets have now been they're not there on the on the GPMS system, and I'm trying to find out where I can go to find the what the targets are. Oh, okay. I just wanna double check with yourself. Have you been through to the managed care provider line for any advice yet? I haven't. I'm logged in to GPMS now and just clicked on the contact us at the bottom of the page on that. Just because usually with all technical support matters, usually they all go through that provider line. So if I can transfer you through there first, just double check to see what their advice would be. Yeah. And Sure. if they're not able to assist, feel free to call us back, and we'll see how we can help you further. Do you just before you transfer me, have you got their direct number as well just in case I get cut off? Yeah. Yeah. Are you in a position to write it down? Yep. Sure. It's 1800 Yep. 8367, Yeah. 99. 799. I'll just call them to see if you're transferring it. All good. Okay.","start_word":53,"end_word":299,"sentiment":"neutral","sentiment_score":-0.05088919773697853},{"text":"I'll let you go then. I hope you have a good rest of the day, and I might hear from you soon. Thank you.","start_word":300,"end_word":323,"sentiment":"positive","sentiment_score":0.43781641125679016},{"text":"Bye. Bye.","start_word":324,"end_word":325,"sentiment":"neutral","sentiment_score":0.16148781776428223}],"average":{"sentiment":"neutral","sentiment_score":-0.018274128571589967}}}}