{"metadata":{"transaction_key":"deprecated","request_id":"019f4a41-9892-7aa2-bfd7-bc43e9747c97","sha256":"9285f2883ece6fb0b1e9da85ce57e034867906485ddaad1381f2b890ebe30d60","created":"2026-07-10T04:20:41.986Z","duration":118.51194,"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":121,"output_tokens":37},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":128,"output_tokens":128},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":128,"output_tokens":4}},"results":{"channels":[{"alternatives":[{"transcript":"","confidence":0.0,"words":[],"paragraphs":{"transcript":"\n","paragraphs":[]}}]},{"alternatives":[{"transcript":"Thank you for calling Caledonia Group. Please select from the following options. Press 1 for Caledonia South Australia, Northern Territory, and Tasmania. Press 2 for Caledonia Queensland. Press 3 for Caledonia New South Wales. Press 4 for Caledonia Western Australia. Thank you for calling Caledonia Group. Please select from the following options. Press 1 for Caledonia, South Australia, Northern Territory, and Tasmania. Press 2 for Caledonia, Queensland. Press 3 for Caledonia, New South Wales. All our agents are busy helping other customers. At the tone, please record your message.","confidence":1.0,"words":[{"word":"thank","start":0.16,"end":0.39999998,"confidence":0.99902344,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.39925917983055115},{"word":"you","start":0.39999998,"end":0.48,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.4305374026298523},{"word":"for","start":0.48,"end":0.71999997,"confidence":1.0,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.3844894170761109},{"word":"calling","start":0.71999997,"end":1.1999999,"confidence":1.0,"punctuated_word":"calling","sentiment":"positive","sentiment_score":0.44355663657188416},{"word":"caledonia","start":1.1999999,"end":1.6999999,"confidence":0.9996745,"punctuated_word":"Caledonia","sentiment":"positive","sentiment_score":0.4743219316005707},{"word":"group","start":1.8399999,"end":2.34,"confidence":0.9914551,"punctuated_word":"Group.","sentiment":"positive","sentiment_score":0.511663556098938},{"word":"please","start":2.96,"end":3.28,"confidence":1.0,"punctuated_word":"Please","sentiment":"neutral","sentiment_score":0.09474565088748932},{"word":"select","start":3.28,"end":3.6799998,"confidence":1.0,"punctuated_word":"select","sentiment":"neutral","sentiment_score":0.04409579932689667},{"word":"from","start":3.6799998,"end":3.84,"confidence":1.0,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.060925211757421494},{"word":"the","start":3.84,"end":4.0,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.05202501267194748},{"word":"following","start":4.0,"end":4.48,"confidence":1.0,"punctuated_word":"following","sentiment":"neutral","sentiment_score":0.06117870658636093},{"word":"options","start":4.48,"end":4.98,"confidence":0.99902344,"punctuated_word":"options.","sentiment":"neutral","sentiment_score":0.049508072435855865},{"word":"press","start":5.92,"end":6.24,"confidence":1.0,"punctuated_word":"Press","sentiment":"neutral","sentiment_score":-0.0006735306233167648},{"word":"1","start":6.24,"end":6.48,"confidence":1.0,"punctuated_word":"1","sentiment":"neutral","sentiment_score":0.005338557064533234},{"word":"for","start":6.48,"end":6.72,"confidence":0.9980469,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.01236172765493393},{"word":"caledonia","start":6.72,"end":7.22,"confidence":1.0,"punctuated_word":"Caledonia","sentiment":"neutral","sentiment_score":0.02543122135102749},{"word":"south","start":7.44,"end":7.7599998,"confidence":0.6738281,"punctuated_word":"South","sentiment":"neutral","sentiment_score":0.021599136292934418},{"word":"australia","start":7.7599998,"end":8.26,"confidence":0.99902344,"punctuated_word":"Australia,","sentiment":"neutral","sentiment_score":0.03040541522204876},{"word":"northern","start":8.639999,"end":9.04,"confidence":0.96533203,"punctuated_word":"Northern","sentiment":"neutral","sentiment_score":0.02545487880706787},{"word":"territory","start":9.04,"end":9.54,"confidence":0.9667969,"punctuated_word":"Territory,","sentiment":"neutral","sentiment_score":0.01807769015431404},{"word":"and","start":9.599999,"end":9.84,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.011528417468070984},{"word":"tasmania","start":9.84,"end":10.34,"confidence":0.9975586,"punctuated_word":"Tasmania.","sentiment":"neutral","sentiment_score":0.04350082576274872},{"word":"press","start":11.36,"end":11.759999,"confidence":1.0,"punctuated_word":"Press","sentiment":"neutral","sentiment_score":0.0022909455001354218},{"word":"2","start":11.759999,"end":12.0,"confidence":1.0,"punctuated_word":"2","sentiment":"neutral","sentiment_score":0.011128945276141168},{"word":"for","start":12.0,"end":12.16,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.014441970735788344},{"word":"caledonia","start":12.16,"end":12.66,"confidence":1.0,"punctuated_word":"Caledonia","sentiment":"neutral","sentiment_score":0.01127815805375576},{"word":"queensland","start":12.88,"end":13.38,"confidence":0.98950195,"punctuated_word":"Queensland.","sentiment":"neutral","sentiment_score":0.018351316452026367},{"word":"press","start":14.575,"end":14.8949995,"confidence":1.0,"punctuated_word":"Press","sentiment":"neutral","sentiment_score":-0.0014159325510263443},{"word":"3","start":14.8949995,"end":15.134999,"confidence":1.0,"punctuated_word":"3","sentiment":"neutral","sentiment_score":0.009095227345824242},{"word":"for","start":15.134999,"end":15.375,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.013010205700993538},{"word":"caledonia","start":15.375,"end":15.875,"confidence":1.0,"punctuated_word":"Caledonia","sentiment":"neutral","sentiment_score":0.015289152041077614},{"word":"new","start":16.095,"end":16.335,"confidence":0.9536133,"punctuated_word":"New","sentiment":"neutral","sentiment_score":0.009436864405870438},{"word":"south","start":16.335,"end":16.654999,"confidence":1.0,"punctuated_word":"South","sentiment":"neutral","sentiment_score":-0.000936448574066162},{"word":"wales","start":16.654999,"end":17.154999,"confidence":1.0,"punctuated_word":"Wales.","sentiment":"neutral","sentiment_score":-0.002737654373049736},{"word":"press","start":18.015,"end":18.335,"confidence":1.0,"punctuated_word":"Press","sentiment":"neutral","sentiment_score":-0.000513298436999321},{"word":"4","start":18.335,"end":18.575,"confidence":1.0,"punctuated_word":"4","sentiment":"neutral","sentiment_score":0.006534973159432411},{"word":"for","start":18.575,"end":18.814999,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.010701894760131836},{"word":"caledonia","start":18.814999,"end":19.314999,"confidence":1.0,"punctuated_word":"Caledonia","sentiment":"neutral","sentiment_score":0.01908918283879757},{"word":"western","start":19.535,"end":20.015,"confidence":0.96240234,"punctuated_word":"Western","sentiment":"neutral","sentiment_score":0.030458908528089523},{"word":"australia","start":20.015,"end":20.515,"confidence":1.0,"punctuated_word":"Australia.","sentiment":"neutral","sentiment_score":0.01516389474272728},{"word":"thank","start":31.71,"end":31.949999,"confidence":0.99902344,"punctuated_word":"Thank","sentiment":"neutral","sentiment_score":0.2261810153722763},{"word":"you","start":31.949999,"end":32.19,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.2699366509914398},{"word":"for","start":32.19,"end":32.43,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.29096564650535583},{"word":"calling","start":32.43,"end":32.829998,"confidence":1.0,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":0.22275805473327637},{"word":"caledonia","start":32.829998,"end":33.329998,"confidence":1.0,"punctuated_word":"Caledonia","sentiment":"neutral","sentiment_score":0.2156469225883484},{"word":"group","start":33.55,"end":34.05,"confidence":0.9885254,"punctuated_word":"Group.","sentiment":"neutral","sentiment_score":0.25735464692115784},{"word":"please","start":34.67,"end":35.07,"confidence":1.0,"punctuated_word":"Please","sentiment":"neutral","sentiment_score":0.05266871303319931},{"word":"select","start":35.07,"end":35.39,"confidence":1.0,"punctuated_word":"select","sentiment":"neutral","sentiment_score":0.029061146080493927},{"word":"from","start":35.39,"end":35.629997,"confidence":1.0,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.04262314364314079},{"word":"the","start":35.629997,"end":35.79,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.045828308910131454},{"word":"following","start":35.79,"end":36.19,"confidence":1.0,"punctuated_word":"following","sentiment":"neutral","sentiment_score":0.04272633418440819},{"word":"options","start":36.19,"end":36.69,"confidence":0.99902344,"punctuated_word":"options.","sentiment":"neutral","sentiment_score":0.03367182984948158},{"word":"press","start":37.71,"end":37.949997,"confidence":1.0,"punctuated_word":"Press","sentiment":"neutral","sentiment_score":0.002344079315662384},{"word":"1","start":37.949997,"end":38.269997,"confidence":1.0,"punctuated_word":"1","sentiment":"neutral","sentiment_score":0.009651601314544678},{"word":"for","start":38.269997,"end":38.43,"confidence":0.99902344,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.01282382570207119},{"word":"caledonia","start":38.43,"end":38.93,"confidence":0.89868164,"punctuated_word":"Caledonia,","sentiment":"neutral","sentiment_score":0.01846126653254032},{"word":"south","start":39.23,"end":39.469997,"confidence":1.0,"punctuated_word":"South","sentiment":"neutral","sentiment_score":0.014117054641246796},{"word":"australia","start":39.469997,"end":39.969997,"confidence":0.99902344,"punctuated_word":"Australia,","sentiment":"neutral","sentiment_score":0.025713220238685608},{"word":"northern","start":40.485,"end":40.725,"confidence":0.98535156,"punctuated_word":"Northern","sentiment":"neutral","sentiment_score":0.010435767471790314},{"word":"territory","start":40.725,"end":41.225,"confidence":0.9772949,"punctuated_word":"Territory,","sentiment":"neutral","sentiment_score":0.03029485046863556},{"word":"and","start":41.364998,"end":41.684998,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.02719629555940628},{"word":"tasmania","start":41.684998,"end":42.184998,"confidence":0.9995117,"punctuated_word":"Tasmania.","sentiment":"neutral","sentiment_score":0.04983490705490112},{"word":"press","start":43.204998,"end":43.524998,"confidence":1.0,"punctuated_word":"Press","sentiment":"neutral","sentiment_score":-0.00034917518496513367},{"word":"2","start":43.524998,"end":43.765,"confidence":1.0,"punctuated_word":"2","sentiment":"neutral","sentiment_score":0.0014168471097946167},{"word":"for","start":43.765,"end":44.004997,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.002936338074505329},{"word":"caledonia","start":44.004997,"end":44.504997,"confidence":0.97839355,"punctuated_word":"Caledonia,","sentiment":"neutral","sentiment_score":0.004724000580608845},{"word":"queensland","start":44.725,"end":45.225,"confidence":1.0,"punctuated_word":"Queensland.","sentiment":"neutral","sentiment_score":0.010987063869833946},{"word":"press","start":46.245,"end":46.565,"confidence":1.0,"punctuated_word":"Press","sentiment":"neutral","sentiment_score":-0.007090577855706215},{"word":"3","start":46.565,"end":46.885,"confidence":1.0,"punctuated_word":"3","sentiment":"neutral","sentiment_score":-0.007682567462325096},{"word":"for","start":46.885,"end":47.045,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.005237173289060593},{"word":"caledonia","start":47.045,"end":47.545,"confidence":0.9942627,"punctuated_word":"Caledonia,","sentiment":"neutral","sentiment_score":-0.008598530665040016},{"word":"new","start":47.844997,"end":48.085,"confidence":1.0,"punctuated_word":"New","sentiment":"neutral","sentiment_score":-0.02404363453388214},{"word":"south","start":48.085,"end":48.485,"confidence":1.0,"punctuated_word":"South","sentiment":"neutral","sentiment_score":-0.04399886354804039},{"word":"wales","start":48.485,"end":48.985,"confidence":1.0,"punctuated_word":"Wales.","sentiment":"neutral","sentiment_score":-0.06258907169103622},{"word":"all","start":112.354996,"end":112.674995,"confidence":0.7348633,"punctuated_word":"All","sentiment":"negative","sentiment_score":-0.6434326171875},{"word":"our","start":112.674995,"end":112.915,"confidence":0.9980469,"punctuated_word":"our","sentiment":"negative","sentiment_score":-0.6911483407020569},{"word":"agents","start":112.915,"end":113.314995,"confidence":0.99902344,"punctuated_word":"agents","sentiment":"negative","sentiment_score":-0.6451841592788696},{"word":"are","start":113.314995,"end":113.395,"confidence":0.99902344,"punctuated_word":"are","sentiment":"negative","sentiment_score":-0.717648983001709},{"word":"busy","start":113.395,"end":113.795,"confidence":1.0,"punctuated_word":"busy","sentiment":"negative","sentiment_score":-0.6131768226623535},{"word":"helping","start":113.795,"end":114.115,"confidence":1.0,"punctuated_word":"helping","sentiment":"negative","sentiment_score":-0.663887083530426},{"word":"other","start":114.115,"end":114.435,"confidence":0.9941406,"punctuated_word":"other","sentiment":"negative","sentiment_score":-0.6609829664230347},{"word":"customers","start":114.435,"end":114.935,"confidence":1.0,"punctuated_word":"customers.","sentiment":"negative","sentiment_score":-0.5029399991035461},{"word":"at","start":115.466934,"end":115.58694,"confidence":1.0,"punctuated_word":"At","sentiment":"negative","sentiment_score":-0.3769495189189911},{"word":"the","start":115.58694,"end":115.70694,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.27965739369392395},{"word":"tone","start":115.70694,"end":116.20694,"confidence":0.99853516,"punctuated_word":"tone,","sentiment":"neutral","sentiment_score":-0.24032235145568848},{"word":"please","start":116.42693,"end":116.74693,"confidence":1.0,"punctuated_word":"please","sentiment":"neutral","sentiment_score":-0.27674248814582825},{"word":"record","start":116.74693,"end":117.06693,"confidence":1.0,"punctuated_word":"record","sentiment":"neutral","sentiment_score":-0.2853299081325531},{"word":"your","start":117.06693,"end":117.30694,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.24871258437633512},{"word":"message","start":117.30694,"end":117.80694,"confidence":1.0,"punctuated_word":"message.","sentiment":"neutral","sentiment_score":-0.1653403490781784}],"paragraphs":{"transcript":"\nThank you for calling Caledonia Group. Please select from the following options. Press 1 for Caledonia South Australia, Northern Territory, and Tasmania. Press 2 for Caledonia Queensland. Press 3 for Caledonia New South Wales.\n\nPress 4 for Caledonia Western Australia. Thank you for calling Caledonia Group. Please select from the following options. Press 1 for Caledonia, South Australia, Northern Territory, and Tasmania. Press 2 for Caledonia, Queensland.\n\nPress 3 for Caledonia, New South Wales. All our agents are busy helping other customers. At the tone, please record your message.","paragraphs":[{"sentences":[{"text":"Thank you for calling Caledonia Group.","start":0.16,"end":2.34,"sentiment":"positive","sentiment_score":0.4406380206346512},{"text":"Please select from the following options.","start":2.96,"end":4.98,"sentiment":"neutral","sentiment_score":0.06041307561099529},{"text":"Press 1 for Caledonia South Australia, Northern Territory, and Tasmania.","start":5.92,"end":10.34,"sentiment":"neutral","sentiment_score":0.01930243391543627},{"text":"Press 2 for Caledonia Queensland.","start":11.36,"end":13.38,"sentiment":"neutral","sentiment_score":0.011498267203569413},{"text":"Press 3 for Caledonia New South Wales.","start":14.575,"end":17.154999,"sentiment":"neutral","sentiment_score":0.005963059142231941}],"sentiment":"neutral","sentiment_score":0.0970165784306386,"num_words":34,"start":0.16,"end":17.154999},{"sentences":[{"text":"Press 4 for Caledonia Western Australia.","start":18.015,"end":20.515,"sentiment":"neutral","sentiment_score":0.01357259259869655},{"text":"Thank you for calling Caledonia Group.","start":31.71,"end":34.05,"sentiment":"neutral","sentiment_score":0.24714048951864243},{"text":"Please select from the following options.","start":34.67,"end":36.69,"sentiment":"neutral","sentiment_score":0.041096579283475876},{"text":"Press 1 for Caledonia, South Australia, Northern Territory, and Tasmania.","start":37.71,"end":42.184998,"sentiment":"neutral","sentiment_score":0.020087286829948425},{"text":"Press 2 for Caledonia, Queensland.","start":43.204998,"end":45.225,"sentiment":"neutral","sentiment_score":0.003943014889955521}],"sentiment":"neutral","sentiment_score":0.06155896700467124,"num_words":33,"start":18.015,"end":45.225},{"sentences":[{"text":"Press 3 for Caledonia, New South Wales.","start":46.245,"end":48.985,"sentiment":"neutral","sentiment_score":-0.022748631292155812},{"text":"All our agents are busy helping other customers.","start":112.354996,"end":114.935,"sentiment":"negative","sentiment_score":-0.642300121486187},{"text":"At the tone, please record your message.","start":115.466934,"end":117.80694,"sentiment":"neutral","sentiment_score":-0.26757922768592834}],"sentiment":"neutral","sentiment_score":-0.32594072657891293,"num_words":22,"start":46.245,"end":117.80694}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling Caledonia Group. Please select from the following options. Press 1 for Caledonia South Australia, Northern Territory, and Tasmania. Press 2 for Caledonia Queensland. Press 3 for Caledonia New South Wales.\n\nPress 4 for Caledonia Western Australia. Thank you for calling Caledonia Group. Please select from the following options. Press 1 for Caledonia, South Australia, Northern Territory, and Tasmania. Press 2 for Caledonia, Queensland.\n\nPress 3 for Caledonia, New South Wales. All our agents are busy helping other customers. At the tone, please record your message.","paragraphs":[{"sentences":[{"text":"Thank you for calling Caledonia Group.","start":0.16,"end":2.34,"sentiment":"positive","sentiment_score":0.4406380206346512},{"text":"Please select from the following options.","start":2.96,"end":4.98,"sentiment":"neutral","sentiment_score":0.06041307561099529},{"text":"Press 1 for Caledonia South Australia, Northern Territory, and Tasmania.","start":5.92,"end":10.34,"sentiment":"neutral","sentiment_score":0.01930243391543627},{"text":"Press 2 for Caledonia Queensland.","start":11.36,"end":13.38,"sentiment":"neutral","sentiment_score":0.011498267203569413},{"text":"Press 3 for Caledonia New South Wales.","start":14.575,"end":17.154999,"sentiment":"neutral","sentiment_score":0.005963059142231941}],"sentiment":"neutral","sentiment_score":0.0970165784306386,"channel":1,"num_words":34,"start":0.16,"end":17.154999},{"sentences":[{"text":"Press 4 for Caledonia Western Australia.","start":18.015,"end":20.515,"sentiment":"neutral","sentiment_score":0.01357259259869655},{"text":"Thank you for calling Caledonia Group.","start":31.71,"end":34.05,"sentiment":"neutral","sentiment_score":0.24714048951864243},{"text":"Please select from the following options.","start":34.67,"end":36.69,"sentiment":"neutral","sentiment_score":0.041096579283475876},{"text":"Press 1 for Caledonia, South Australia, Northern Territory, and Tasmania.","start":37.71,"end":42.184998,"sentiment":"neutral","sentiment_score":0.020087286829948425},{"text":"Press 2 for Caledonia, Queensland.","start":43.204998,"end":45.225,"sentiment":"neutral","sentiment_score":0.003943014889955521}],"sentiment":"neutral","sentiment_score":0.06155896700467124,"channel":1,"num_words":33,"start":18.015,"end":45.225},{"sentences":[{"text":"Press 3 for Caledonia, New South Wales.","start":46.245,"end":48.985,"sentiment":"neutral","sentiment_score":-0.022748631292155812},{"text":"All our agents are busy helping other customers.","start":112.354996,"end":114.935,"sentiment":"negative","sentiment_score":-0.642300121486187},{"text":"At the tone, please record your message.","start":115.466934,"end":117.80694,"sentiment":"neutral","sentiment_score":-0.26757922768592834}],"sentiment":"neutral","sentiment_score":-0.32594072657891293,"channel":1,"num_words":22,"start":46.245,"end":117.80694}]},"summary":{"result":"success","short":"The customer calls Cal booking and is prompted to select from a list of options. They are then informed that all agents are currently busy helping other customers and are asked to leave a message."},"intents":{"segments":[{"text":"All our agents are busy helping other customers. At the tone, please record your message.","start_word":74,"end_word":88,"intents":[{"intent":"Help customers","confidence_score":0.006984507}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Caledonia Group.","start_word":0,"end_word":5,"sentiment":"positive","sentiment_score":0.4560150504112244},{"text":"Please select from the following options. Press 1 for Caledonia South Australia, Northern Territory, and Tasmania. Press 2 for Caledonia Queensland. Press 3 for Caledonia New South Wales. Press 4 for Caledonia Western Australia. Thank you for calling Caledonia Group. Please select from the following options. Press 1 for Caledonia, South Australia, Northern Territory, and Tasmania. Press 2 for Caledonia, Queensland. Press 3 for Caledonia, New South Wales.","start_word":6,"end_word":73,"sentiment":"neutral","sentiment_score":0.036254528909921646},{"text":"All our agents are busy helping other customers.","start_word":74,"end_word":81,"sentiment":"negative","sentiment_score":-0.626815676689148},{"text":"At the tone, please record your message.","start_word":82,"end_word":88,"sentiment":"neutral","sentiment_score":-0.27030250430107117}],"average":{"sentiment":"neutral","sentiment_score":-0.002407968044281006}}}}