{"metadata":{"transaction_key":"deprecated","request_id":"01a0798d-69bc-75b0-9070-06f930133b3d","sha256":"03d3dc81473840b21fbff912f14745f4ab9b35aaa7ffce3c40f463096f43cd66","created":"2026-09-07T01:48:27.136Z","duration":76.96794,"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":201,"output_tokens":63},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":204,"output_tokens":204},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":204,"output_tokens":7}},"results":{"channels":[{"alternatives":[{"transcript":"","confidence":0.0,"words":[],"paragraphs":{"transcript":"\n","paragraphs":[]}}]},{"alternatives":[{"transcript":"Thank you for calling the City of Kingston. For waste related issues, including reporting a residential bin problem or to book a hard waste or tree pruning collection, you can make a request online at www.kingston.vic.gov.au/waste. For other inquiries about waste and recycling services, please press 1. For inquiries about rates, please press 2. To discuss anything in relation to a planning or building application or private swimming pool or spa barrier compliance certificate, please press 3. If you are calling about AccessCare's aged care and in home support packages, please press 4. For everything else, please hold, and a member of our customer care team will be with you shortly. Kingston prides itself on customer service, and our staff do everything possible to assist with your queries. Our call center is located right here in Kingston and is staffed by local people just like you. The city of Kingston values your feedback. At the end of your call, we'll ask you to","confidence":1.0,"words":[{"word":"thank","start":0.48,"end":0.71999997,"confidence":0.99902344,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.5962064266204834},{"word":"you","start":0.71999997,"end":0.88,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.6200891137123108},{"word":"for","start":0.88,"end":1.04,"confidence":1.0,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.5109784603118896},{"word":"calling","start":1.04,"end":1.4399999,"confidence":1.0,"punctuated_word":"calling","sentiment":"positive","sentiment_score":0.49305903911590576},{"word":"the","start":1.4399999,"end":1.5999999,"confidence":0.98095703,"punctuated_word":"the","sentiment":"positive","sentiment_score":0.5759772658348083},{"word":"city","start":1.5999999,"end":1.8399999,"confidence":0.55078125,"punctuated_word":"City","sentiment":"positive","sentiment_score":0.4008983373641968},{"word":"of","start":1.8399999,"end":2.0,"confidence":0.9980469,"punctuated_word":"of","sentiment":"positive","sentiment_score":0.5212912559509277},{"word":"kingston","start":2.0,"end":2.5,"confidence":0.9995117,"punctuated_word":"Kingston.","sentiment":"positive","sentiment_score":0.5370146036148071},{"word":"for","start":3.12,"end":3.4399998,"confidence":1.0,"punctuated_word":"For","sentiment":"neutral","sentiment_score":0.2964717149734497},{"word":"waste","start":3.4399998,"end":3.76,"confidence":1.0,"punctuated_word":"waste","sentiment":"neutral","sentiment_score":0.05507826805114746},{"word":"related","start":3.76,"end":4.24,"confidence":1.0,"punctuated_word":"related","sentiment":"neutral","sentiment_score":0.13172629475593567},{"word":"issues","start":4.24,"end":4.74,"confidence":0.94677734,"punctuated_word":"issues,","sentiment":"neutral","sentiment_score":0.18071693181991577},{"word":"including","start":4.88,"end":5.38,"confidence":1.0,"punctuated_word":"including","sentiment":"neutral","sentiment_score":0.1828179657459259},{"word":"reporting","start":5.52,"end":6.02,"confidence":1.0,"punctuated_word":"reporting","sentiment":"neutral","sentiment_score":0.13174983859062195},{"word":"a","start":6.08,"end":6.16,"confidence":0.95410156,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.17808528244495392},{"word":"residential","start":6.16,"end":6.66,"confidence":1.0,"punctuated_word":"residential","sentiment":"neutral","sentiment_score":0.08771523833274841},{"word":"bin","start":6.8799996,"end":7.2,"confidence":0.99609375,"punctuated_word":"bin","sentiment":"neutral","sentiment_score":0.0763874277472496},{"word":"problem","start":7.2,"end":7.7,"confidence":1.0,"punctuated_word":"problem","sentiment":"neutral","sentiment_score":0.17381170392036438},{"word":"or","start":7.8399997,"end":8.08,"confidence":0.8701172,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.23428817093372345},{"word":"to","start":8.08,"end":8.24,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.2569831311702728},{"word":"book","start":8.24,"end":8.559999,"confidence":1.0,"punctuated_word":"book","sentiment":"neutral","sentiment_score":0.22167661786079407},{"word":"a","start":8.559999,"end":8.72,"confidence":1.0,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.2794709801673889},{"word":"hard","start":8.72,"end":8.96,"confidence":0.9970703,"punctuated_word":"hard","sentiment":"neutral","sentiment_score":0.14364764094352722},{"word":"waste","start":8.96,"end":9.28,"confidence":0.9526367,"punctuated_word":"waste","sentiment":"neutral","sentiment_score":0.09633934497833252},{"word":"or","start":9.28,"end":9.599999,"confidence":0.9970703,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.20365795493125916},{"word":"tree","start":9.599999,"end":9.92,"confidence":0.9951172,"punctuated_word":"tree","sentiment":"neutral","sentiment_score":0.1942228376865387},{"word":"pruning","start":9.92,"end":10.32,"confidence":0.99902344,"punctuated_word":"pruning","sentiment":"neutral","sentiment_score":0.16068105399608612},{"word":"collection","start":10.32,"end":10.82,"confidence":0.9980469,"punctuated_word":"collection,","sentiment":"neutral","sentiment_score":0.18585902452468872},{"word":"you","start":10.96,"end":11.12,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.21156609058380127},{"word":"can","start":11.12,"end":11.28,"confidence":1.0,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.17504917085170746},{"word":"make","start":11.28,"end":11.5199995,"confidence":1.0,"punctuated_word":"make","sentiment":"neutral","sentiment_score":0.23785927891731265},{"word":"a","start":11.5199995,"end":11.679999,"confidence":0.9921875,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.23827943205833435},{"word":"request","start":11.679999,"end":12.16,"confidence":1.0,"punctuated_word":"request","sentiment":"neutral","sentiment_score":0.2155061960220337},{"word":"online","start":12.16,"end":12.66,"confidence":1.0,"punctuated_word":"online","sentiment":"neutral","sentiment_score":0.15693551301956177},{"word":"at","start":12.885,"end":13.365,"confidence":0.99902344,"punctuated_word":"at","sentiment":"neutral","sentiment_score":0.13636870682239532},{"word":"www.kingston.vic.gov.au/waste","start":13.365,"end":18.425,"confidence":0.9405343,"punctuated_word":"www.kingston.vic.gov.au/waste.","sentiment":"neutral","sentiment_score":0.11311183124780656},{"word":"for","start":18.725,"end":18.965,"confidence":1.0,"punctuated_word":"For","sentiment":"neutral","sentiment_score":0.05285258963704109},{"word":"other","start":18.965,"end":19.285,"confidence":1.0,"punctuated_word":"other","sentiment":"neutral","sentiment_score":0.06648431718349457},{"word":"inquiries","start":19.285,"end":19.785,"confidence":0.99902344,"punctuated_word":"inquiries","sentiment":"neutral","sentiment_score":0.02828991785645485},{"word":"about","start":19.845001,"end":20.244999,"confidence":1.0,"punctuated_word":"about","sentiment":"neutral","sentiment_score":0.03150324523448944},{"word":"waste","start":20.244999,"end":20.565,"confidence":0.9980469,"punctuated_word":"waste","sentiment":"neutral","sentiment_score":0.007233355194330216},{"word":"and","start":20.565,"end":20.805,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.02633030340075493},{"word":"recycling","start":20.805,"end":21.305,"confidence":1.0,"punctuated_word":"recycling","sentiment":"neutral","sentiment_score":0.011236418038606644},{"word":"services","start":21.445,"end":21.945,"confidence":1.0,"punctuated_word":"services,","sentiment":"neutral","sentiment_score":0.0349125936627388},{"word":"please","start":22.165,"end":22.404999,"confidence":0.99902344,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.023650165647268295},{"word":"press","start":22.404999,"end":22.805,"confidence":1.0,"punctuated_word":"press","sentiment":"neutral","sentiment_score":0.029139220714569092},{"word":"1","start":22.805,"end":23.305,"confidence":1.0,"punctuated_word":"1.","sentiment":"neutral","sentiment_score":0.04826413840055466},{"word":"for","start":23.445,"end":23.685001,"confidence":1.0,"punctuated_word":"For","sentiment":"neutral","sentiment_score":0.021650301292538643},{"word":"inquiries","start":23.685001,"end":24.185001,"confidence":1.0,"punctuated_word":"inquiries","sentiment":"neutral","sentiment_score":0.021291445940732956},{"word":"about","start":24.244999,"end":24.725,"confidence":1.0,"punctuated_word":"about","sentiment":"neutral","sentiment_score":0.018662551417946815},{"word":"rates","start":24.725,"end":25.205,"confidence":0.9914551,"punctuated_word":"rates,","sentiment":"neutral","sentiment_score":0.031079906970262527},{"word":"please","start":25.205,"end":25.525,"confidence":0.99902344,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.02189013175666332},{"word":"press","start":25.525,"end":25.925,"confidence":1.0,"punctuated_word":"press","sentiment":"neutral","sentiment_score":0.023287400603294373},{"word":"2","start":25.925,"end":26.425,"confidence":1.0,"punctuated_word":"2.","sentiment":"neutral","sentiment_score":0.05259312689304352},{"word":"to","start":26.645,"end":26.805,"confidence":1.0,"punctuated_word":"To","sentiment":"neutral","sentiment_score":0.031237618997693065},{"word":"discuss","start":26.805,"end":27.305,"confidence":1.0,"punctuated_word":"discuss","sentiment":"neutral","sentiment_score":0.021151751279830933},{"word":"anything","start":27.365,"end":27.765,"confidence":1.0,"punctuated_word":"anything","sentiment":"neutral","sentiment_score":0.0410459078848362},{"word":"in","start":27.765,"end":27.925,"confidence":1.0,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.020475951954722404},{"word":"relation","start":27.925,"end":28.404999,"confidence":1.0,"punctuated_word":"relation","sentiment":"neutral","sentiment_score":0.02879573032259941},{"word":"to","start":28.404999,"end":28.564999,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.03849967196583748},{"word":"a","start":28.564999,"end":28.86,"confidence":0.9980469,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.038276661187410355},{"word":"planning","start":28.94,"end":29.26,"confidence":0.99902344,"punctuated_word":"planning","sentiment":"neutral","sentiment_score":0.02857700176537037},{"word":"or","start":29.26,"end":29.42,"confidence":0.97314453,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.017308857291936874},{"word":"building","start":29.42,"end":29.900002,"confidence":1.0,"punctuated_word":"building","sentiment":"neutral","sentiment_score":0.020663470029830933},{"word":"application","start":29.900002,"end":30.400002,"confidence":1.0,"punctuated_word":"application","sentiment":"neutral","sentiment_score":0.021390195935964584},{"word":"or","start":30.7,"end":30.94,"confidence":0.9160156,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.020846068859100345},{"word":"private","start":30.94,"end":31.42,"confidence":0.99902344,"punctuated_word":"private","sentiment":"neutral","sentiment_score":0.03448699414730072},{"word":"swimming","start":31.42,"end":31.74,"confidence":0.99902344,"punctuated_word":"swimming","sentiment":"neutral","sentiment_score":0.045268043875694275},{"word":"pool","start":31.74,"end":32.06,"confidence":1.0,"punctuated_word":"pool","sentiment":"neutral","sentiment_score":0.05726210027933121},{"word":"or","start":32.06,"end":32.3,"confidence":0.9941406,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.04014722257852554},{"word":"spa","start":32.3,"end":32.7,"confidence":0.9941406,"punctuated_word":"spa","sentiment":"neutral","sentiment_score":0.019112080335617065},{"word":"barrier","start":32.7,"end":33.18,"confidence":0.9873047,"punctuated_word":"barrier","sentiment":"neutral","sentiment_score":0.03459131345152855},{"word":"compliance","start":33.18,"end":33.68,"confidence":0.99316406,"punctuated_word":"compliance","sentiment":"neutral","sentiment_score":0.02069558203220367},{"word":"certificate","start":33.9,"end":34.4,"confidence":0.9980469,"punctuated_word":"certificate,","sentiment":"neutral","sentiment_score":0.03782820701599121},{"word":"please","start":34.7,"end":35.1,"confidence":0.99902344,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.02169252373278141},{"word":"press","start":35.1,"end":35.34,"confidence":1.0,"punctuated_word":"press","sentiment":"neutral","sentiment_score":0.01740889623761177},{"word":"3","start":35.34,"end":35.84,"confidence":1.0,"punctuated_word":"3.","sentiment":"neutral","sentiment_score":0.045698828995227814},{"word":"if","start":36.14,"end":36.3,"confidence":1.0,"punctuated_word":"If","sentiment":"neutral","sentiment_score":0.025575000792741776},{"word":"you","start":36.3,"end":36.46,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.017840653657913208},{"word":"are","start":36.46,"end":36.62,"confidence":1.0,"punctuated_word":"are","sentiment":"neutral","sentiment_score":0.0220071692019701},{"word":"calling","start":36.62,"end":37.02,"confidence":1.0,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":0.01657707989215851},{"word":"about","start":37.02,"end":37.42,"confidence":1.0,"punctuated_word":"about","sentiment":"neutral","sentiment_score":0.014234457165002825},{"word":"accesscare's","start":37.42,"end":37.92,"confidence":0.82910156,"punctuated_word":"AccessCare's","sentiment":"neutral","sentiment_score":0.024283846840262413},{"word":"aged","start":38.38,"end":38.86,"confidence":0.9199219,"punctuated_word":"aged","sentiment":"neutral","sentiment_score":-0.0005945898592472076},{"word":"care","start":38.86,"end":39.260002,"confidence":1.0,"punctuated_word":"care","sentiment":"neutral","sentiment_score":0.019849132746458057},{"word":"and","start":39.260002,"end":39.5,"confidence":0.9980469,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.015986450016498566},{"word":"in","start":39.5,"end":39.74,"confidence":0.99902344,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.019323378801345825},{"word":"home","start":39.74,"end":39.98,"confidence":1.0,"punctuated_word":"home","sentiment":"neutral","sentiment_score":0.006205299869179726},{"word":"support","start":39.98,"end":40.3,"confidence":1.0,"punctuated_word":"support","sentiment":"neutral","sentiment_score":0.026583291590213776},{"word":"packages","start":40.3,"end":40.8,"confidence":0.9995117,"punctuated_word":"packages,","sentiment":"neutral","sentiment_score":0.014974720776081083},{"word":"please","start":41.34,"end":41.66,"confidence":0.99902344,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.00533844530582428},{"word":"press","start":41.66,"end":42.06,"confidence":1.0,"punctuated_word":"press","sentiment":"neutral","sentiment_score":0.00722823292016983},{"word":"4","start":42.06,"end":42.56,"confidence":1.0,"punctuated_word":"4.","sentiment":"neutral","sentiment_score":0.03504394739866257},{"word":"for","start":42.86,"end":43.1,"confidence":1.0,"punctuated_word":"For","sentiment":"neutral","sentiment_score":0.039855167269706726},{"word":"everything","start":43.1,"end":43.58,"confidence":1.0,"punctuated_word":"everything","sentiment":"neutral","sentiment_score":0.04779345169663429},{"word":"else","start":43.58,"end":44.08,"confidence":1.0,"punctuated_word":"else,","sentiment":"neutral","sentiment_score":0.04868723452091217},{"word":"please","start":44.165,"end":44.565,"confidence":1.0,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.013307422399520874},{"word":"hold","start":44.565,"end":44.805,"confidence":0.7993164,"punctuated_word":"hold,","sentiment":"neutral","sentiment_score":0.021425463259220123},{"word":"and","start":44.805,"end":45.045,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.021513551473617554},{"word":"a","start":45.045,"end":45.125,"confidence":1.0,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.056590452790260315},{"word":"member","start":45.125,"end":45.445,"confidence":1.0,"punctuated_word":"member","sentiment":"neutral","sentiment_score":0.028656095266342163},{"word":"of","start":45.445,"end":45.605,"confidence":1.0,"punctuated_word":"of","sentiment":"neutral","sentiment_score":0.08449475467205048},{"word":"our","start":45.605,"end":45.765,"confidence":0.99902344,"punctuated_word":"our","sentiment":"neutral","sentiment_score":0.10979314148426056},{"word":"customer","start":45.765,"end":46.245,"confidence":1.0,"punctuated_word":"customer","sentiment":"neutral","sentiment_score":0.04114353656768799},{"word":"care","start":46.245,"end":46.565,"confidence":1.0,"punctuated_word":"care","sentiment":"neutral","sentiment_score":0.00369466096162796},{"word":"team","start":46.565,"end":46.885,"confidence":1.0,"punctuated_word":"team","sentiment":"neutral","sentiment_score":0.043205007910728455},{"word":"will","start":46.885,"end":47.045,"confidence":1.0,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.08380015194416046},{"word":"be","start":47.045,"end":47.204998,"confidence":1.0,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.07503131031990051},{"word":"with","start":47.204998,"end":47.364998,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.05410298705101013},{"word":"you","start":47.364998,"end":47.605,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.09111616015434264},{"word":"shortly","start":47.605,"end":48.105,"confidence":1.0,"punctuated_word":"shortly.","sentiment":"neutral","sentiment_score":0.13421320915222168},{"word":"kingston","start":48.885,"end":49.385,"confidence":0.9980469,"punctuated_word":"Kingston","sentiment":"positive","sentiment_score":0.36309412121772766},{"word":"prides","start":49.605,"end":50.004997,"confidence":0.99853516,"punctuated_word":"prides","sentiment":"positive","sentiment_score":0.4881613552570343},{"word":"itself","start":50.004997,"end":50.405,"confidence":0.99902344,"punctuated_word":"itself","sentiment":"positive","sentiment_score":0.5432745814323425},{"word":"on","start":50.405,"end":50.645,"confidence":1.0,"punctuated_word":"on","sentiment":"positive","sentiment_score":0.5548730492591858},{"word":"customer","start":50.645,"end":51.125,"confidence":1.0,"punctuated_word":"customer","sentiment":"positive","sentiment_score":0.40404459834098816},{"word":"service","start":51.125,"end":51.605,"confidence":0.8754883,"punctuated_word":"service,","sentiment":"positive","sentiment_score":0.5932856798171997},{"word":"and","start":51.605,"end":51.844997,"confidence":1.0,"punctuated_word":"and","sentiment":"positive","sentiment_score":0.5751070380210876},{"word":"our","start":51.844997,"end":52.085,"confidence":0.99121094,"punctuated_word":"our","sentiment":"positive","sentiment_score":0.538765013217926},{"word":"staff","start":52.085,"end":52.485,"confidence":0.99902344,"punctuated_word":"staff","sentiment":"positive","sentiment_score":0.5106613039970398},{"word":"do","start":52.485,"end":52.725,"confidence":0.99316406,"punctuated_word":"do","sentiment":"positive","sentiment_score":0.6218132972717285},{"word":"everything","start":52.725,"end":53.204998,"confidence":1.0,"punctuated_word":"everything","sentiment":"positive","sentiment_score":0.5433482527732849},{"word":"possible","start":53.204998,"end":53.605,"confidence":1.0,"punctuated_word":"possible","sentiment":"positive","sentiment_score":0.533111572265625},{"word":"to","start":53.605,"end":53.765,"confidence":0.99902344,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.5619789361953735},{"word":"assist","start":53.765,"end":54.165,"confidence":1.0,"punctuated_word":"assist","sentiment":"positive","sentiment_score":0.5384396314620972},{"word":"with","start":54.165,"end":54.405,"confidence":1.0,"punctuated_word":"with","sentiment":"positive","sentiment_score":0.5905165672302246},{"word":"your","start":54.405,"end":54.644997,"confidence":1.0,"punctuated_word":"your","sentiment":"positive","sentiment_score":0.5351767539978027},{"word":"queries","start":54.644997,"end":55.144997,"confidence":1.0,"punctuated_word":"queries.","sentiment":"positive","sentiment_score":0.4153563976287842},{"word":"our","start":55.605,"end":55.844997,"confidence":1.0,"punctuated_word":"Our","sentiment":"neutral","sentiment_score":0.3186635375022888},{"word":"call","start":55.844997,"end":56.085,"confidence":1.0,"punctuated_word":"call","sentiment":"neutral","sentiment_score":0.16958850622177124},{"word":"center","start":56.085,"end":56.565,"confidence":0.99902344,"punctuated_word":"center","sentiment":"neutral","sentiment_score":0.2944755554199219},{"word":"is","start":56.565,"end":56.805,"confidence":1.0,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.3117952346801758},{"word":"located","start":56.805,"end":57.305,"confidence":1.0,"punctuated_word":"located","sentiment":"neutral","sentiment_score":0.265964150428772},{"word":"right","start":57.445,"end":57.684998,"confidence":1.0,"punctuated_word":"right","sentiment":"positive","sentiment_score":0.3822341859340668},{"word":"here","start":57.684998,"end":57.925,"confidence":1.0,"punctuated_word":"here","sentiment":"neutral","sentiment_score":0.326975554227829},{"word":"in","start":57.925,"end":58.085,"confidence":1.0,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.32546043395996094},{"word":"kingston","start":58.085,"end":58.585,"confidence":1.0,"punctuated_word":"Kingston","sentiment":"neutral","sentiment_score":0.13505971431732178},{"word":"and","start":58.850002,"end":59.09,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.2420477271080017},{"word":"is","start":59.09,"end":59.25,"confidence":0.9970703,"punctuated_word":"is","sentiment":"positive","sentiment_score":0.35396745800971985},{"word":"staffed","start":59.25,"end":59.73,"confidence":1.0,"punctuated_word":"staffed","sentiment":"positive","sentiment_score":0.38854533433914185},{"word":"by","start":59.73,"end":59.97,"confidence":1.0,"punctuated_word":"by","sentiment":"positive","sentiment_score":0.3439856171607971},{"word":"local","start":59.97,"end":60.29,"confidence":1.0,"punctuated_word":"local","sentiment":"neutral","sentiment_score":0.27765876054763794},{"word":"people","start":60.29,"end":60.77,"confidence":1.0,"punctuated_word":"people","sentiment":"positive","sentiment_score":0.3724164962768554},{"word":"just","start":60.77,"end":61.170002,"confidence":0.9970703,"punctuated_word":"just","sentiment":"positive","sentiment_score":0.40734705328941345},{"word":"like","start":61.170002,"end":61.41,"confidence":1.0,"punctuated_word":"like","sentiment":"positive","sentiment_score":0.4331638813018799},{"word":"you","start":61.41,"end":61.91,"confidence":1.0,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.3679720163345337},{"word":"the","start":72.45287,"end":72.61288,"confidence":0.578125,"punctuated_word":"The","sentiment":"positive","sentiment_score":0.39638471603393555},{"word":"city","start":72.61288,"end":72.852875,"confidence":0.6113281,"punctuated_word":"city","sentiment":"positive","sentiment_score":0.4353320002555847},{"word":"of","start":72.852875,"end":72.93288,"confidence":1.0,"punctuated_word":"of","sentiment":"positive","sentiment_score":0.4790908396244049},{"word":"kingston","start":72.93288,"end":73.43288,"confidence":1.0,"punctuated_word":"Kingston","sentiment":"neutral","sentiment_score":0.2724156975746155},{"word":"values","start":73.572876,"end":73.97287,"confidence":1.0,"punctuated_word":"values","sentiment":"positive","sentiment_score":0.46511971950531006},{"word":"your","start":73.97287,"end":74.29287,"confidence":0.99902344,"punctuated_word":"your","sentiment":"positive","sentiment_score":0.4374907612800598},{"word":"feedback","start":74.29287,"end":74.79287,"confidence":0.99902344,"punctuated_word":"feedback.","sentiment":"neutral","sentiment_score":0.31020689010620117},{"word":"at","start":75.01287,"end":75.09287,"confidence":1.0,"punctuated_word":"At","sentiment":"neutral","sentiment_score":0.15947319567203522},{"word":"the","start":75.09287,"end":75.25288,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.12354210764169692},{"word":"end","start":75.25288,"end":75.41287,"confidence":1.0,"punctuated_word":"end","sentiment":"neutral","sentiment_score":0.15609653294086456},{"word":"of","start":75.41287,"end":75.572876,"confidence":1.0,"punctuated_word":"of","sentiment":"neutral","sentiment_score":0.1468157321214676},{"word":"your","start":75.572876,"end":75.812874,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.14562785625457764},{"word":"call","start":75.812874,"end":76.13287,"confidence":0.9995117,"punctuated_word":"call,","sentiment":"neutral","sentiment_score":0.0790671557188034},{"word":"we'll","start":76.13287,"end":76.37287,"confidence":0.9995117,"punctuated_word":"we'll","sentiment":"neutral","sentiment_score":0.10087072104215622},{"word":"ask","start":76.37287,"end":76.61287,"confidence":0.99902344,"punctuated_word":"ask","sentiment":"neutral","sentiment_score":0.14963379502296448},{"word":"you","start":76.61287,"end":76.69287,"confidence":0.9970703,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.10564076900482178},{"word":"to","start":76.69287,"end":76.96794,"confidence":0.9370117,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.04889550805091858}],"paragraphs":{"transcript":"\nThank you for calling the City of Kingston. For waste related issues, including reporting a residential bin problem or to book a hard waste or tree pruning collection, you can make a request online at www.kingston.vic.gov.au/waste. For other inquiries about waste and recycling services, please press 1. For inquiries about rates, please press 2. To discuss anything in relation to a planning or building application or private swimming pool or spa barrier compliance certificate, please press 3.\n\nIf you are calling about AccessCare's aged care and in home support packages, please press 4. For everything else, please hold, and a member of our customer care team will be with you shortly. Kingston prides itself on customer service, and our staff do everything possible to assist with your queries. Our call center is located right here in Kingston and is staffed by local people just like you. The city of Kingston values your feedback.\n\nAt the end of your call, we'll ask you to","paragraphs":[{"sentences":[{"text":"Thank you for calling the City of Kingston.","start":0.48,"end":2.5,"sentiment":"positive","sentiment_score":0.5319393128156662},{"text":"For waste related issues, including reporting a residential bin problem or to book a hard waste or tree pruning collection, you can make a request online at www.kingston.vic.gov.au/waste.","start":3.12,"end":18.425,"sentiment":"neutral","sentiment_score":0.17700227296778134},{"text":"For other inquiries about waste and recycling services, please press 1.","start":18.725,"end":23.305,"sentiment":"neutral","sentiment_score":0.032717842270027504},{"text":"For inquiries about rates, please press 2.","start":23.445,"end":26.425,"sentiment":"neutral","sentiment_score":0.027207837839211737},{"text":"To discuss anything in relation to a planning or building application or private swimming pool or spa barrier compliance certificate, please press 3.","start":26.645,"end":35.84,"sentiment":"neutral","sentiment_score":0.03054176870247592}],"sentiment":"neutral","sentiment_score":0.13590116825486934,"num_words":77,"start":0.48,"end":35.84},{"sentences":[{"text":"If you are calling about AccessCare's aged care and in home support packages, please press 4.","start":36.14,"end":42.56,"sentiment":"neutral","sentiment_score":0.016903532319702208},{"text":"For everything else, please hold, and a member of our customer care team will be with you shortly.","start":42.86,"end":48.105,"sentiment":"neutral","sentiment_score":0.05546798660523362},{"text":"Kingston prides itself on customer service, and our staff do everything possible to assist with your queries.","start":48.885,"end":55.144997,"sentiment":"positive","sentiment_score":0.5241769499638501},{"text":"Our call center is located right here in Kingston and is staffed by local people just like you.","start":55.605,"end":61.91,"sentiment":"neutral","sentiment_score":0.3176289565033383},{"text":"The city of Kingston values your feedback.","start":72.45287,"end":74.79287,"sentiment":"positive","sentiment_score":0.3994343749114445}],"sentiment":"neutral","sentiment_score":0.24596381930046177,"num_words":76,"start":36.14,"end":74.79287},{"sentences":[{"text":"At the end of your call, we'll ask you to","start":75.01287,"end":76.96794,"sentiment":"neutral","sentiment_score":0.12156633734703064}],"sentiment":"neutral","sentiment_score":0.12156633734703064,"num_words":10,"start":75.01287,"end":76.96794}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling the City of Kingston. For waste related issues, including reporting a residential bin problem or to book a hard waste or tree pruning collection, you can make a request online at www.kingston.vic.gov.au/waste. For other inquiries about waste and recycling services, please press 1. For inquiries about rates, please press 2. To discuss anything in relation to a planning or building application or private swimming pool or spa barrier compliance certificate, please press 3.\n\nIf you are calling about AccessCare's aged care and in home support packages, please press 4. For everything else, please hold, and a member of our customer care team will be with you shortly. Kingston prides itself on customer service, and our staff do everything possible to assist with your queries. Our call center is located right here in Kingston and is staffed by local people just like you. The city of Kingston values your feedback.\n\nAt the end of your call, we'll ask you to","paragraphs":[{"sentences":[{"text":"Thank you for calling the City of Kingston.","start":0.48,"end":2.5,"sentiment":"positive","sentiment_score":0.5319393128156662},{"text":"For waste related issues, including reporting a residential bin problem or to book a hard waste or tree pruning collection, you can make a request online at www.kingston.vic.gov.au/waste.","start":3.12,"end":18.425,"sentiment":"neutral","sentiment_score":0.17700227296778134},{"text":"For other inquiries about waste and recycling services, please press 1.","start":18.725,"end":23.305,"sentiment":"neutral","sentiment_score":0.032717842270027504},{"text":"For inquiries about rates, please press 2.","start":23.445,"end":26.425,"sentiment":"neutral","sentiment_score":0.027207837839211737},{"text":"To discuss anything in relation to a planning or building application or private swimming pool or spa barrier compliance certificate, please press 3.","start":26.645,"end":35.84,"sentiment":"neutral","sentiment_score":0.03054176870247592}],"sentiment":"neutral","sentiment_score":0.13590116825486934,"channel":1,"num_words":77,"start":0.48,"end":35.84},{"sentences":[{"text":"If you are calling about AccessCare's aged care and in home support packages, please press 4.","start":36.14,"end":42.56,"sentiment":"neutral","sentiment_score":0.016903532319702208},{"text":"For everything else, please hold, and a member of our customer care team will be with you shortly.","start":42.86,"end":48.105,"sentiment":"neutral","sentiment_score":0.05546798660523362},{"text":"Kingston prides itself on customer service, and our staff do everything possible to assist with your queries.","start":48.885,"end":55.144997,"sentiment":"positive","sentiment_score":0.5241769499638501},{"text":"Our call center is located right here in Kingston and is staffed by local people just like you.","start":55.605,"end":61.91,"sentiment":"neutral","sentiment_score":0.3176289565033383},{"text":"The city of Kingston values your feedback.","start":72.45287,"end":74.79287,"sentiment":"positive","sentiment_score":0.3994343749114445}],"sentiment":"neutral","sentiment_score":0.24596381930046177,"channel":1,"num_words":76,"start":36.14,"end":74.79287},{"sentences":[{"text":"At the end of your call, we'll ask you to","start":75.01287,"end":76.96794,"sentiment":"neutral","sentiment_score":0.12156633734703064}],"sentiment":"neutral","sentiment_score":0.12156633734703064,"channel":1,"num_words":10,"start":75.01287,"end":76.96794}]},"summary":{"result":"success","short":"The customer has called the City of Kingston and is given options to direct their inquiry. They can visit the website for waste management, rates, or private swimming packages. The call center is located in Kingston and is staffed by local people. The customer is asked to hold for a member of the customer care team."},"intents":{"segments":[{"text":"For other inquiries about waste and recycling services, please press 1. For inquiries about rates, please press 2. To discuss anything in relation to a planning or building application or private swimming pool or spa barrier compliance certificate, please press 3. If you are calling about AccessCare's aged care and in home support packages, please press 4. For everything else, please hold, and a member of our customer care team will be with you shortly.","start_word":36,"end_word":110,"intents":[{"intent":"Inform callers about services","confidence_score":0.18213362}]}]},"sentiments":{"segments":[{"text":"Thank you for calling the City of Kingston.","start_word":0,"end_word":7,"sentiment":"positive","sentiment_score":0.5325032472610474},{"text":"For waste related issues, including reporting a residential bin problem or to book a hard waste or tree pruning collection, you can make a request online at www.kingston.vic.gov.au/waste. For other inquiries about waste and recycling services, please press 1. For inquiries about rates, please press 2. To discuss anything in relation to a planning or building application or private swimming pool or spa barrier compliance certificate, please press 3. If you are calling about AccessCare's aged care and in home support packages, please press 4. For everything else, please hold, and a member of our customer care team will be with you shortly.","start_word":8,"end_word":110,"sentiment":"neutral","sentiment_score":0.07855033874511719},{"text":"Kingston prides itself on customer service, and our staff do everything possible to assist with your queries.","start_word":111,"end_word":127,"sentiment":"positive","sentiment_score":0.5203906297683716},{"text":"Our call center is located right here in Kingston and is staffed by local people just like you.","start_word":128,"end_word":145,"sentiment":"neutral","sentiment_score":0.3236919343471527},{"text":"The city of Kingston values your feedback.","start_word":146,"end_word":152,"sentiment":"positive","sentiment_score":0.3882809579372406},{"text":"At the end of your call, we'll ask you to","start_word":153,"end_word":162,"sentiment":"neutral","sentiment_score":0.1191863939166069}],"average":{"sentiment":"neutral","sentiment_score":0.1806646795833812}}}}