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Just doing a bit of testing to help Connor out just figure out what's going on with these transcription calls. Are you able to transfer me as a blind transfer through to Dana? So what I what I need you to do is to is to put this call on hold, and then I'll need you to obviously start a new call with Dana. Connor's gonna be on the other end acting as Dana in this instance. Yep. Yep. Because, yeah, we'd we'd just for just for this just for this exercise we're trying to do to test you, he'll pick the phone up. What we're trying to what we're trying to show is basically incoming calls usually go to the receptional staff before they end up going to an adviser. So we're gonna use that exercise and try and replicate it in this test. So, effectively, if you pop me on hold now and you start a new new call with Dana, which is where Connor's sitting and he will speak to you, that will emulate you sort of handing the the call over to the adviser. And then once that process is finished, if you go ahead and do the blind transfer of transferring this call with me on it through to Dana's extension. Does that make sense to you? Yeah. Correct. That we we called a blind because the attended transfer problems will be having issues with the trans transcription feature on it. So it it technically even though you're you're making a new call, the actual transfer of the existing call is blind, if that makes sense, Jacob. Correct. Have you have you been doing it to date? Yep. Blind transfer. So if a customer wanted to speak to Dana or if you needed to speak to Dana before putting on with the on putting her on with the customer, how would you do it today? Okay. Alright. That's something I'll speak there. I think that's something we need to address the process. I'll speak to I'll speak to Connor about that afterwards, but thank you for letting me know. For this one, are we able to emulate the scenario that I first mentioned? That'll be perfect. So what what you'll be able to do is you'll be able to put this call on hold. There should be a pause button there, and then you'll be able to start a new call between you, yourself, and Dana. And then you'll be able to once that call is concluded and you've hung up on the call with Dana, you'll be able to just simply blind transfer me. Easy. Makes sense. Perfect. Lovely. Thank you very much, Jacob. Much appreciated. Hello, mate. How are you? Good. Good. Not seeing too bad. Not seeing too bad. Was that okay with Jacob? I just have to explain the process to him. I think he was using attended on the transfer. Yeah. That that that's fine. That's fine then if that's the case, mate. No worries. Cool. I was just yeah. Because he said it tended to me on the first one, and I was like, oh, okay. But then he mentioned that all he does is, obviously, speaks to them in person and then transfers them blind. So I think all the transfers are coming through blind, but just, obviously, be aware of the the the transfer thing just because of the transcription. Cool. Excellent. Perfect. Lovely. I think that is done, and I think that should've captured enough call data. I will speak to you on the other mobile. 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day, Jacob. Curtis here from Telkad Tech Direct. How are you, mate? Hey. Good.\n\nNothing too bad, mate. Nothing too bad. Just doing a bit of testing to help Connor out just figure out what's going on with these transcription calls. Are you able to transfer me as a blind transfer through to Dana? So what I what I need you to do is to is to put this call on hold, and then I'll need you to obviously start a new call with Dana.\n\nConnor's gonna be on the other end acting as Dana in this instance. Yep. Yep. Because, yeah, we'd we'd just for just for this just for this exercise we're trying to do to test you, he'll pick the phone up. What we're trying to what we're trying to show is basically incoming calls usually go to the receptional staff before they end up going to an adviser.\n\nSo we're gonna use that exercise and try and replicate it in this test. So, effectively, if you pop me on hold now and you start a new new call with Dana, which is where Connor's sitting and he will speak to you, that will emulate you sort of handing the the call over to the adviser. And then once that process is finished, if you go ahead and do the blind transfer of transferring this call with me on it through to Dana's extension. Does that make sense to you? Yeah.\n\nCorrect. That we we called a blind because the attended transfer problems will be having issues with the trans transcription feature on it. So it it technically even though you're you're making a new call, the actual transfer of the existing call is blind, if that makes sense, Jacob. Correct. Have you have you been doing it to date?\n\nYep. Blind transfer. So if a customer wanted to speak to Dana or if you needed to speak to Dana before putting on with the on putting her on with the customer, how would you do it today? Okay. Alright.\n\nThat's something I'll speak there. I think that's something we need to address the process. I'll speak to I'll speak to Connor about that afterwards, but thank you for letting me know. For this one, are we able to emulate the scenario that I first mentioned? That'll be perfect.\n\nSo what what you'll be able to do is you'll be able to put this call on hold. There should be a pause button there, and then you'll be able to start a new call between you, yourself, and Dana. And then you'll be able to once that call is concluded and you've hung up on the call with Dana, you'll be able to just simply blind transfer me. Easy. Makes sense.\n\nPerfect. Lovely. Thank you very much, Jacob. Much appreciated. Hello, mate.\n\nHow are you? Good. Good. Not seeing too bad. Not seeing too bad.\n\nWas that okay with Jacob? I just have to explain the process to him. I think he was using attended on the transfer. Yeah. That that that's fine.\n\nThat's fine then if that's the case, mate. No worries. Cool. I was just yeah. Because he said it tended to me on the first one, and I was like, oh, okay.\n\nBut then he mentioned that all he does is, obviously, speaks to them in person and then transfers them blind. So I think all the transfers are coming through blind, but just, obviously, be aware of the the the transfer thing just because of the transcription. Cool. Excellent. Perfect.\n\nLovely. I think that is done, and I think that should've captured enough call data. I will speak to you on the other mobile. Thanks, mate.","paragraphs":[{"sentences":[{"text":"Good day, Jacob.","start":3.52,"end":4.16,"sentiment":"positive","sentiment_score":0.562824567159017},{"text":"Curtis here from Telkad Tech Direct.","start":4.16,"end":5.8399997,"sentiment":"positive","sentiment_score":0.40848282476266223},{"text":"How are you, mate?","start":5.8399997,"end":6.66,"sentiment":"positive","sentiment_score":0.4626692160964012},{"text":"Hey.","start":9.2,"end":9.44,"sentiment":"positive","sentiment_score":0.33478203415870667},{"text":"Good.","start":9.44,"end":9.679999,"sentiment":"positive","sentiment_score":0.5006403923034668}],"sentiment":"positive","sentiment_score":0.45503132939338686,"num_words":15,"start":3.52,"end":9.679999},{"sentences":[{"text":"Nothing too bad, mate.","start":9.679999,"end":10.639999,"sentiment":"neutral","sentiment_score":0.3222379758954048},{"text":"Nothing too bad.","start":10.639999,"end":11.62,"sentiment":"neutral","sentiment_score":0.1033556138475736},{"text":"Just doing a bit of testing to help Connor out just figure out what's going on with these transcription calls.","start":12.0,"end":17.205,"sentiment":"neutral","sentiment_score":-0.012308712396770716},{"text":"Are you able to transfer me as a blind transfer through to Dana?","start":17.425,"end":21.445,"sentiment":"neutral","sentiment_score":-0.01742661500779482},{"text":"So what I what I need you to do is to is to put this call on hold, and then I'll need you to obviously start a new call with Dana.","start":23.025,"end":31.630001,"sentiment":"neutral","sentiment_score":-0.029789596195182493}],"sentiment":"neutral","sentiment_score":0.002856634085027265,"num_words":71,"start":9.679999,"end":31.630001},{"sentences":[{"text":"Connor's gonna be on the other end acting as Dana in this instance.","start":32.170002,"end":35.55,"sentiment":"neutral","sentiment_score":-0.009360323445155071},{"text":"Yep.","start":37.690002,"end":38.190002,"sentiment":"neutral","sentiment_score":0.07107415050268173},{"text":"Yep.","start":42.275,"end":42.595,"sentiment":"neutral","sentiment_score":0.059612225741147995},{"text":"Because, yeah, we'd we'd just for just for this just for this exercise we're trying to do to test you, he'll pick the phone up.","start":42.595,"end":48.035,"sentiment":"neutral","sentiment_score":0.035485088899731634},{"text":"What we're trying to what we're trying to show is basically incoming calls usually go to the receptional staff before they end up going to an adviser.","start":48.035,"end":56.82,"sentiment":"neutral","sentiment_score":-0.018155009847962193}],"sentiment":"neutral","sentiment_score":0.006058867582912321,"num_words":67,"start":32.170002,"end":56.82},{"sentences":[{"text":"So we're gonna use that exercise and try and replicate it in this test.","start":57.04,"end":60.82,"sentiment":"neutral","sentiment_score":0.04317068814166954},{"text":"So, effectively, if you pop me on hold now and you start a new new call with Dana, which is where Connor's sitting and he will speak to you, that will emulate you sort of handing the the call over to the adviser.","start":61.36,"end":73.735,"sentiment":"neutral","sentiment_score":0.10025193161049555},{"text":"And then once that process is finished, if you go ahead and do the blind transfer of transferring this call with me on it through to Dana's extension.","start":74.355,"end":82.455,"sentiment":"neutral","sentiment_score":0.10627141342099224},{"text":"Does that make sense to you?","start":82.755005,"end":84.215004,"sentiment":"neutral","sentiment_score":0.08685767650604248},{"text":"Yeah.","start":87.46,"end":87.86,"sentiment":"neutral","sentiment_score":0.04486652463674545}],"sentiment":"neutral","sentiment_score":0.09192211796408115,"num_words":92,"start":57.04,"end":87.86},{"sentences":[{"text":"Correct.","start":87.86,"end":88.36,"sentiment":"neutral","sentiment_score":0.010547521524131298},{"text":"That we we called a blind because the attended transfer problems will be having issues with the trans transcription feature on it.","start":88.5,"end":94.579994,"sentiment":"neutral","sentiment_score":-0.05418622239746831},{"text":"So it it technically even though you're you're making a new call, the actual transfer of the existing call is blind, if that makes sense, Jacob.","start":94.579994,"end":109.675,"sentiment":"neutral","sentiment_score":-0.021376221942213867},{"text":"Correct.","start":109.675,"end":110.075005,"sentiment":"neutral","sentiment_score":0.05953916907310486},{"text":"Have you have you been doing it to date?","start":110.075005,"end":112.015,"sentiment":"neutral","sentiment_score":0.02863741334941652}],"sentiment":"neutral","sentiment_score":-0.02406873309321828,"num_words":59,"start":87.86,"end":112.015},{"sentences":[{"text":"Yep.","start":122.19,"end":122.69,"sentiment":"neutral","sentiment_score":0.08211677521467209},{"text":"Blind transfer.","start":122.75,"end":123.47,"sentiment":"neutral","sentiment_score":0.03280369844287634},{"text":"So if a customer wanted to speak to Dana or if you needed to speak to Dana before putting on with the on putting her on with the customer, how would you do it today?","start":123.47,"end":131.835,"sentiment":"neutral","sentiment_score":0.03606078284127372},{"text":"Okay.","start":136.375,"end":136.77501,"sentiment":"neutral","sentiment_score":0.04556829482316971},{"text":"Alright.","start":136.77501,"end":137.095,"sentiment":"neutral","sentiment_score":0.0880313515663147}],"sentiment":"neutral","sentiment_score":0.03858628044836223,"num_words":40,"start":122.19,"end":137.095},{"sentences":[{"text":"That's something I'll speak there.","start":137.095,"end":138.05501,"sentiment":"neutral","sentiment_score":0.04262722320854664},{"text":"I think that's something we need to address the process.","start":138.05501,"end":139.895,"sentiment":"neutral","sentiment_score":0.015682867169380187},{"text":"I'll speak to I'll speak to Connor about that afterwards, but thank you for letting me know.","start":139.895,"end":143.91,"sentiment":"neutral","sentiment_score":0.24317701423869414},{"text":"For this one, are we able to emulate the scenario that I first mentioned?","start":143.99,"end":147.85,"sentiment":"neutral","sentiment_score":0.1167133099266461},{"text":"That'll be perfect.","start":150.79001,"end":151.77,"sentiment":"positive","sentiment_score":0.40858976046244305}],"sentiment":"neutral","sentiment_score":0.15028019694193284,"num_words":49,"start":137.095,"end":151.77},{"sentences":[{"text":"So what what you'll be able to do is you'll be able to put this call on hold.","start":155.19,"end":158.55,"sentiment":"neutral","sentiment_score":0.0552083645015955},{"text":"There should be a pause button there, and then you'll be able to start a new call between you, yourself, and Dana.","start":158.55,"end":165.05501,"sentiment":"neutral","sentiment_score":0.12862991109829058},{"text":"And then you'll be able to once that call is concluded and you've hung up on the call with Dana, you'll be able to just simply blind transfer me.","start":166.315,"end":172.735,"sentiment":"neutral","sentiment_score":0.15140956845776787},{"text":"Easy.","start":174.68,"end":175.0,"sentiment":"neutral","sentiment_score":0.06139659136533737},{"text":"Makes sense.","start":175.0,"end":175.56,"sentiment":"neutral","sentiment_score":0.14506806433200836}],"sentiment":"neutral","sentiment_score":0.11897248347910742,"num_words":72,"start":155.19,"end":175.56},{"sentences":[{"text":"Perfect.","start":175.56,"end":176.06,"sentiment":"neutral","sentiment_score":0.2260865569114685},{"text":"Lovely.","start":177.23999,"end":177.64,"sentiment":"positive","sentiment_score":0.694713830947876},{"text":"Thank you very much, Jacob.","start":177.64,"end":178.59999,"sentiment":"positive","sentiment_score":0.7337803363800048},{"text":"Much appreciated.","start":178.59999,"end":179.34,"sentiment":"positive","sentiment_score":0.7231770753860474},{"text":"Hello, mate.","start":240.77,"end":241.41,"sentiment":"neutral","sentiment_score":0.09614124149084091}],"sentiment":"positive","sentiment_score":0.566212609410286,"num_words":11,"start":175.56,"end":241.41},{"sentences":[{"text":"How are you?","start":241.41,"end":242.23,"sentiment":"neutral","sentiment_score":0.09962086379528046},{"text":"Good.","start":243.30501,"end":243.625,"sentiment":"neutral","sentiment_score":0.201907142996788},{"text":"Good.","start":243.625,"end":243.865,"sentiment":"neutral","sentiment_score":0.16677621006965637},{"text":"Not seeing too bad.","start":243.865,"end":244.66501,"sentiment":"neutral","sentiment_score":0.057671272195875645},{"text":"Not seeing too bad.","start":244.66501,"end":245.38501,"sentiment":"neutral","sentiment_score":0.01999052707105875}],"sentiment":"neutral","sentiment_score":0.07524562627077103,"num_words":13,"start":241.41,"end":245.38501},{"sentences":[{"text":"Was that okay with Jacob?","start":245.38501,"end":246.505,"sentiment":"neutral","sentiment_score":0.04128890074789524},{"text":"I just have to explain the process to him.","start":246.505,"end":247.945,"sentiment":"neutral","sentiment_score":-0.006511793420132663},{"text":"I think he was using attended on the transfer.","start":247.945,"end":250.125,"sentiment":"neutral","sentiment_score":-0.009607994877215888},{"text":"Yeah.","start":259.66,"end":259.9,"sentiment":"neutral","sentiment_score":-0.008616900071501732},{"text":"That that that's fine.","start":259.9,"end":261.58,"sentiment":"neutral","sentiment_score":-0.012297978159040213}],"sentiment":"neutral","sentiment_score":0.00012705701270273754,"num_words":28,"start":245.38501,"end":261.58},{"sentences":[{"text":"That's fine then if that's the case, mate.","start":261.58,"end":263.02,"sentiment":"neutral","sentiment_score":0.02389037236571312},{"text":"No worries.","start":263.02,"end":263.41998,"sentiment":"neutral","sentiment_score":0.03327570017427206},{"text":"Cool.","start":263.41998,"end":263.74,"sentiment":"neutral","sentiment_score":0.05157119035720825},{"text":"I was just yeah.","start":263.74,"end":264.22,"sentiment":"neutral","sentiment_score":0.011575869983062148},{"text":"Because he said it tended to me on the first one, and I was like, oh, okay.","start":264.22,"end":267.28,"sentiment":"neutral","sentiment_score":-0.01172388605225612}],"sentiment":"neutral","sentiment_score":0.004882593333604746,"num_words":32,"start":261.58,"end":267.28},{"sentences":[{"text":"But then he mentioned that all he does is, obviously, speaks to them in person and then transfers them blind.","start":267.41998,"end":271.9,"sentiment":"neutral","sentiment_score":-0.0085576860466972},{"text":"So I think all the transfers are coming through blind, but just, obviously, be aware of the the the transfer thing just because of the transcription.","start":271.9,"end":277.805,"sentiment":"neutral","sentiment_score":-0.019201126934673924},{"text":"Cool.","start":281.67093,"end":281.99094,"sentiment":"neutral","sentiment_score":0.2014848291873932},{"text":"Excellent.","start":281.99094,"end":282.49094,"sentiment":"positive","sentiment_score":0.43285512924194336},{"text":"Perfect.","start":282.71094,"end":283.21094,"sentiment":"positive","sentiment_score":0.4557254910469055}],"sentiment":"neutral","sentiment_score":0.008564947515117879,"num_words":49,"start":267.41998,"end":283.21094},{"sentences":[{"text":"Lovely.","start":283.67093,"end":284.1509,"sentiment":"positive","sentiment_score":0.39310163259506226},{"text":"I think that is done, and I think that should've captured enough call data.","start":284.1509,"end":286.95093,"sentiment":"neutral","sentiment_score":0.16109572031668254},{"text":"I will speak to you on the other mobile.","start":286.95093,"end":288.6509,"sentiment":"neutral","sentiment_score":0.29021625055207145},{"text":"Thanks, mate.","start":289.35092,"end":290.17093,"sentiment":"positive","sentiment_score":0.8434440195560455}],"sentiment":"neutral","sentiment_score":0.2672029235042058,"num_words":26,"start":283.67093,"end":290.17093}]}}]},{"alternatives":[{"transcript":"Hello. Jacob speaking. I'm real good. How are you? Mhmm. Through to Dana? Yeah. I can do that. Yep. Oh, okay. Yep. So Connor's gonna answer for Dana. Okay. Yep. Yeah. Yep. Okay. Yeah. Yep. So not necessarily a blind transfer. I'm just Okay. Right. So I've got a open ring a tell separately and call Dana. I I would just normally go from this call, press the, like, the transfer this call button, and then press Dana and press blind transfer. Doing that but pressing attended instead of blind. Yeah. Okay. I can try and do that. So I'm not sure whether I can. I'll try my best. Yeah. Yep. Yep. Yep. Yep. Okay. Yep. Okay. Perfect. I can do that. No worries. I will do that now. Welcome to Oakview Financial. At Oakview Financial, we use an innovative model of trust and long term holistic advice, revolutionizing the way financial planning is done. Our team is comprised of highly skilled, transparent financial experts, and our vision is to become the most trusted household name in financial planning throughout Australia. We thank you for your patience today and look forward to hearing how we can help you on your journey to reaching your financial goals when we return to your call. At Oakview Financial, we have founded our business on a number of key core values. These values are clear and simple. We go the extra mile for clients. We are honest, have integrity Hello, Curtis. Good. How are you? Yeah. No. I think what he was doing was what we would normally do where he just goes, just blind transfers it straight across. Like, they would just talk to him verbally and just blind. Yeah. Yeah. Yeah. Yeah. No. Everyone's everyone's doing the blind. That's alright. Cool. Sounds good. Cheers, mate. 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Jacob speaking. I'm real good. How are you? Mhmm.\n\nThrough to Dana? Yeah. I can do that. Yep. Oh, okay.\n\nYep. So Connor's gonna answer for Dana. Okay. Yep. Yeah.\n\nYep. Okay. Yeah. Yep. So not necessarily a blind transfer.\n\nI'm just Okay. Right. So I've got a open ring a tell separately and call Dana. I I would just normally go from this call, press the, like, the transfer this call button, and then press Dana and press blind transfer. Doing that but pressing attended instead of blind.\n\nYeah. Okay. I can try and do that. So I'm not sure whether I can. I'll try my best.\n\nYeah. Yep. Yep. Yep. Yep.\n\nOkay. Yep. Okay. Perfect. I can do that.\n\nNo worries. I will do that now. Welcome to Oakview Financial. At Oakview Financial, we use an innovative model of trust and long term holistic advice, revolutionizing the way financial planning is done. Our team is comprised of highly skilled, transparent financial experts, and our vision is to become the most trusted household name in financial planning throughout Australia.\n\nWe thank you for your patience today and look forward to hearing how we can help you on your journey to reaching your financial goals when we return to your call. At Oakview Financial, we have founded our business on a number of key core values. These values are clear and simple. We go the extra mile for clients. We are honest, have integrity Hello, Curtis.\n\nGood. How are you? Yeah. No. I think what he was doing was what we would normally do where he just goes, just blind transfers it straight across.\n\nLike, they would just talk to him verbally and just blind. Yeah. Yeah. Yeah. Yeah.\n\nNo. Everyone's everyone's doing the blind. That's alright. Cool. Sounds good.\n\nCheers, mate. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.0,"end":2.48,"sentiment":"neutral","sentiment_score":0.06869255006313324},{"text":"Jacob speaking.","start":2.48,"end":3.3799999,"sentiment":"neutral","sentiment_score":0.08372964337468147},{"text":"I'm real good.","start":7.52,"end":8.4,"sentiment":"positive","sentiment_score":0.6340131759643555},{"text":"How are you?","start":8.4,"end":9.139999,"sentiment":"positive","sentiment_score":0.42030338446299237},{"text":"Mhmm.","start":21.935001,"end":22.175,"sentiment":"neutral","sentiment_score":-0.009110672399401665}],"sentiment":"positive","sentiment_score":0.3389990845695138,"num_words":10,"start":2.0,"end":22.175},{"sentences":[{"text":"Through to Dana?","start":22.175,"end":22.895,"sentiment":"neutral","sentiment_score":-0.014623201452195644},{"text":"Yeah.","start":22.895,"end":23.135,"sentiment":"neutral","sentiment_score":0.0029205381870269775},{"text":"I can do 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best.","start":155.16501,"end":156.39,"sentiment":"neutral","sentiment_score":0.01698900293558836}],"sentiment":"neutral","sentiment_score":0.04293700170360113,"num_words":19,"start":148.925,"end":156.39},{"sentences":[{"text":"Yeah.","start":160.39,"end":160.63,"sentiment":"neutral","sentiment_score":0.07512839138507843},{"text":"Yep.","start":160.63,"end":160.87,"sentiment":"neutral","sentiment_score":0.103043794631958},{"text":"Yep.","start":160.87,"end":161.37,"sentiment":"neutral","sentiment_score":0.10298649966716766},{"text":"Yep.","start":161.75,"end":161.83,"sentiment":"neutral","sentiment_score":0.09158223867416382},{"text":"Yep.","start":161.83,"end":162.33,"sentiment":"neutral","sentiment_score":0.1238403543829918}],"sentiment":"neutral","sentiment_score":0.09931625574827194,"num_words":5,"start":160.39,"end":162.33},{"sentences":[{"text":"Okay.","start":165.59,"end":166.09,"sentiment":"neutral","sentiment_score":0.1389223337173462},{"text":"Yep.","start":166.87,"end":167.37,"sentiment":"neutral","sentiment_score":0.14462777972221377},{"text":"Okay.","start":173.045,"end":173.44499,"sentiment":"neutral","sentiment_score":0.2608780562877655},{"text":"Perfect.","start":173.44499,"end":173.845,"sentiment":"positive","sentiment_score":0.4776858687400818},{"text":"I can do that.","start":173.845,"end":174.645,"sentiment":"positive","sentiment_score":0.40533312410116196}],"sentiment":"neutral","sentiment_score":0.3304308168590069,"num_words":8,"start":165.59,"end":174.645},{"sentences":[{"text":"No worries.","start":174.645,"end":175.385,"sentiment":"neutral","sentiment_score":0.1438174843788147},{"text":"I will do that now.","start":175.845,"end":177.225,"sentiment":"neutral","sentiment_score":0.3154712378978729},{"text":"Welcome to Oakview Financial.","start":184.42,"end":186.36,"sentiment":"positive","sentiment_score":0.36195334792137146},{"text":"At Oakview Financial, we use an innovative model of trust and long term holistic advice, revolutionizing the way financial planning is done.","start":186.81999,"end":195.95999,"sentiment":"neutral","sentiment_score":0.2969447780739177},{"text":"Our team is comprised of highly skilled, transparent financial experts, and our vision is to become the most trusted household name in financial planning throughout Australia.","start":196.26,"end":207.205,"sentiment":"positive","sentiment_score":0.3446797516483527}],"sentiment":"neutral","sentiment_score":0.3187671730578956,"num_words":59,"start":174.645,"end":207.205},{"sentences":[{"text":"We thank you for your patience today and look forward to hearing how we can help you on your journey to reaching your financial goals when we return to your call.","start":207.905,"end":221.97,"sentiment":"positive","sentiment_score":0.5513736086506997},{"text":"At Oakview Financial, we have founded our business on a number of key core values.","start":224.51,"end":229.61499,"sentiment":"neutral","sentiment_score":0.1997462958097458},{"text":"These values are clear and simple.","start":230.395,"end":232.415,"sentiment":"neutral","sentiment_score":0.2111834113796552},{"text":"We go the extra mile for clients.","start":232.555,"end":234.89499,"sentiment":"neutral","sentiment_score":0.29746250595365253},{"text":"We are honest, have integrity Hello, Curtis.","start":235.11499,"end":240.415,"sentiment":"neutral","sentiment_score":0.19870806804725102}],"sentiment":"positive","sentiment_score":0.37619804229700204,"num_words":66,"start":207.905,"end":240.415},{"sentences":[{"text":"Good.","start":242.235,"end":242.635,"sentiment":"neutral","sentiment_score":0.2157806158065796},{"text":"How are you?","start":242.635,"end":243.36,"sentiment":"neutral","sentiment_score":0.12877357502778372},{"text":"Yeah.","start":250.64,"end":250.88,"sentiment":"neutral","sentiment_score":-0.00630975142121315},{"text":"No.","start":250.88,"end":251.12,"sentiment":"neutral","sentiment_score":-0.03216920047998428},{"text":"I think what he was doing was what we would normally do where he just goes, just blind transfers it straight across.","start":251.12,"end":258.975,"sentiment":"neutral","sentiment_score":-0.024695445656437765}],"sentiment":"neutral","sentiment_score":0.0007258065909679447,"num_words":28,"start":242.235,"end":258.975},{"sentences":[{"text":"Like, they would just talk to him verbally and just blind.","start":258.975,"end":261.635,"sentiment":"neutral","sentiment_score":-0.01801101075993343},{"text":"Yeah.","start":262.255,"end":262.755,"sentiment":"neutral","sentiment_score":0.017784778028726578},{"text":"Yeah.","start":263.295,"end":263.795,"sentiment":"neutral","sentiment_score":0.0483563169836998},{"text":"Yeah.","start":272.91,"end":273.41,"sentiment":"neutral","sentiment_score":-0.01136530190706253},{"text":"Yeah.","start":278.51,"end":278.99,"sentiment":"neutral","sentiment_score":-0.01932346634566784}],"sentiment":"neutral","sentiment_score":-0.010844586106638113,"num_words":15,"start":258.975,"end":278.99},{"sentences":[{"text":"No.","start":278.99,"end":279.31,"sentiment":"neutral","sentiment_score":-0.05531363934278488},{"text":"Everyone's everyone's doing the blind.","start":279.31,"end":281.33,"sentiment":"neutral","sentiment_score":-0.04402837753295898},{"text":"That's alright.","start":281.79095,"end":282.53094,"sentiment":"neutral","sentiment_score":0.28246575593948364},{"text":"Cool.","start":282.59094,"end":283.09094,"sentiment":"positive","sentiment_score":0.3620903789997101},{"text":"Sounds good.","start":288.83096,"end":289.65094,"sentiment":"positive","sentiment_score":0.8347695767879486}],"sentiment":"neutral","sentiment_score":0.21100959249518134,"num_words":11,"start":278.99,"end":289.65094},{"sentences":[{"text":"Cheers, mate.","start":290.19095,"end":290.75095,"sentiment":"positive","sentiment_score":0.6523413062095642},{"text":"Bye.","start":290.75095,"end":291.25095,"sentiment":"neutral","sentiment_score":-0.1058983951807022}],"sentiment":"positive","sentiment_score":0.3995947390794754,"num_words":3,"start":290.19095,"end":291.25095}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello. Jacob speaking.\n\nChannel 0: Good day, Jacob. Curtis here from Telkad Tech Direct. How are you, mate?\n\nChannel 1: I'm real good. How are you?\n\nChannel 0: Hey. Good. Nothing too bad, mate. Nothing too bad. Just doing a bit of testing to help Connor out just figure out what's going on with these transcription calls.\n\nAre you able to transfer me as a blind transfer through to Dana?\n\nChannel 1: Mhmm. Through to Dana? Yeah.\n\nChannel 0: So\n\nChannel 1: I\n\nChannel 0: what\n\nChannel 1: can do\n\nChannel 0: I what\n\nChannel 1: that.\n\nChannel 0: I need you to do is to is to put this call on hold,\n\nChannel 1: Yep.\n\nChannel 0: and then I'll need you to obviously start a new call with Dana. Connor's gonna be on the other end acting as Dana in this instance.\n\nChannel 1: Oh, okay. Yep.\n\nChannel 0: Yep.\n\nChannel 1: So Connor's gonna answer for Dana.\n\nChannel 0: Yep. Because, yeah, we'd we'd just for just for this just for this exercise we're trying to do to test you, he'll pick the phone up. What we're\n\nChannel 1: Okay.\n\nChannel 0: trying to what we're trying to show is basically incoming calls usually go to the receptional staff before they end up going to an adviser. So we're gonna use that exercise and try and replicate it in this test.\n\nChannel 1: Yep.\n\nChannel 0: So, effectively, if you pop me on hold now and you start\n\nChannel 1: Yeah.\n\nChannel 0: a new new call with Dana, which is where Connor's sitting and he will speak to you, that will emulate you sort of handing the the call over to the adviser.\n\nChannel 1: Yep.\n\nChannel 0: And then once that process is finished, if you go ahead and do the blind transfer of transferring this call with me on it through to Dana's extension. Does that make\n\nChannel 1: Okay.\n\nChannel 0: sense to you?\n\nChannel 1: Yeah. Yep. So not necessarily a blind transfer.\n\nChannel 0: Yeah.\n\nChannel 1: I'm just\n\nChannel 0: Correct. That we we called a blind because the attended transfer problems will be having issues with the trans transcription feature on it. So it it technically even though you're you're making a new call, the actual transfer of the existing call is blind, if that makes\n\nChannel 1: Okay. Right. So I've got a open ring a tell separately and call Dana.\n\nChannel 0: sense, Jacob. Correct. Have you have you been doing it to date?\n\nChannel 1: I I would just normally go from this call, press the, like, the transfer this call button, and then press Dana and press blind transfer.\n\nChannel 0: Yep. Blind transfer. So if a customer wanted to speak to Dana or if you needed to speak to Dana before putting on with the on putting her on with the customer, how would you do it today?\n\nChannel 1: Doing that but pressing attended instead of blind.\n\nChannel 0: Okay. Alright. That's something I'll speak there. I think that's something we need to address the process. I'll speak to I'll speak to Connor about that afterwards, but thank you for letting me know.\n\nFor this one, are we able to emulate the scenario that I first mentioned?\n\nChannel 1: Yeah. Okay. I can try and do that. So\n\nChannel 0: That'll be perfect.\n\nChannel 1: I'm not sure whether I can. I'll\n\nChannel 0: So what\n\nChannel 1: try\n\nChannel 0: what\n\nChannel 1: my\n\nChannel 0: you'll\n\nChannel 1: best.\n\nChannel 0: be able to do is you'll be able to put this call on hold. There should be a pause button there,\n\nChannel 1: Yeah. Yep. Yep.\n\nChannel 0: and then you'll\n\nChannel 1: Yep.\n\nChannel 0: be\n\nChannel 1: Yep.\n\nChannel 0: able to start a new call between you, yourself, and Dana.\n\nChannel 1: Okay.\n\nChannel 0: And then you'll\n\nChannel 1: Yep.\n\nChannel 0: be able to once that call is concluded and you've hung up on the call with Dana, you'll be able to just simply blind transfer me.\n\nChannel 1: Okay. Perfect. I can do that. No\n\nChannel 0: Easy.\n\nChannel 1: worries.\n\nChannel 0: Makes sense. Perfect.\n\nChannel 1: I will do that now.\n\nChannel 0: Lovely. Thank you very much, Jacob. Much appreciated.\n\nChannel 1: Welcome to Oakview Financial. At Oakview Financial, we use an innovative model of trust and long term holistic advice, revolutionizing the way financial planning is done. Our team is comprised of highly skilled, transparent financial experts, and our vision is to become the most trusted household name in financial planning throughout Australia. We thank you for your patience today and look forward to hearing how we can help you on your journey to reaching your financial goals when we return to your call. At Oakview Financial, we have founded our business on a number of key core values.\n\nThese values are clear and simple. We go the extra mile for clients. We are honest, have integrity Hello, Curtis.\n\nChannel 0: Hello, mate. How are you?\n\nChannel 1: Good. How are you?\n\nChannel 0: Good. Good. Not seeing too bad. Not seeing too bad. Was that okay with Jacob?\n\nI just have to explain the process to him. I think he was using attended on the transfer.\n\nChannel 1: Yeah. No. I think what he was doing was what we would normally do where he just goes, just blind transfers it straight across. Like, they would just\n\nChannel 0: Yeah.\n\nChannel 1: talk\n\nChannel 0: That\n\nChannel 1: to him verbally\n\nChannel 0: that\n\nChannel 1: and just\n\nChannel 0: that's\n\nChannel 1: blind.\n\nChannel 0: fine. That's fine then if\n\nChannel 1: Yeah.\n\nChannel 0: that's the case, mate. No worries.\n\nChannel 1: Yeah.\n\nChannel 0: Cool. I was just yeah. Because he said it tended to me on the first one, and I was like, oh, okay. But then he mentioned that all he does is, obviously, speaks to them in person and then transfers them blind. So I think all the transfers\n\nChannel 1: Yeah.\n\nChannel 0: are coming through blind, but just, obviously, be aware of the the the transfer thing just because of the transcription.\n\nChannel 1: Yeah. No. Everyone's everyone's doing the blind.\n\nChannel 0: Cool.\n\nChannel 1: That's\n\nChannel 0: Excellent.\n\nChannel 1: alright. Cool.\n\nChannel 0: Perfect. Lovely. I think that is done, and I think that should've captured enough call data. I will speak to you on the other mobile.\n\nChannel 1: Sounds good.\n\nChannel 0: Thanks, mate.\n\nChannel 1: Cheers, mate. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.0,"end":2.48,"sentiment":"neutral","sentiment_score":0.06869255006313324},{"text":"Jacob speaking.","start":2.48,"end":3.3799999,"sentiment":"neutral","sentiment_score":0.08372964337468147}],"sentiment":"neutral","sentiment_score":0.07871727893749873,"channel":1,"num_words":3,"start":2.0,"end":3.3799999},{"sentences":[{"text":"Good day, Jacob.","start":3.52,"end":4.16,"sentiment":"positive","sentiment_score":0.562824567159017},{"text":"Curtis here from Telkad Tech Direct.","start":4.16,"end":5.8399997,"sentiment":"positive","sentiment_score":0.40848282476266223},{"text":"How are you, mate?","start":5.8399997,"end":6.66,"sentiment":"positive","sentiment_score":0.4626692160964012}],"sentiment":"positive","sentiment_score":0.4607728857260484,"channel":0,"num_words":13,"start":3.52,"end":6.66},{"sentences":[{"text":"I'm real good.","start":7.52,"end":8.4,"sentiment":"positive","sentiment_score":0.6340131759643555},{"text":"How 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calls.","start":12.0,"end":17.205,"sentiment":"neutral","sentiment_score":-0.012308712396770716}],"sentiment":"neutral","sentiment_score":0.07545748012589998,"channel":0,"num_words":29,"start":9.2,"end":17.205},{"sentences":[{"text":"Are you able to transfer me as a blind transfer through to Dana?","start":17.425,"end":21.445,"sentiment":"neutral","sentiment_score":-0.01742661500779482}],"sentiment":"neutral","sentiment_score":-0.01742661500779482,"channel":0,"num_words":13,"start":17.425,"end":21.445},{"sentences":[{"text":"Mhmm.","start":21.935001,"end":22.175,"sentiment":"neutral","sentiment_score":-0.009110672399401665},{"text":"Through to Dana?","start":22.175,"end":22.895,"sentiment":"neutral","sentiment_score":-0.014623201452195644},{"text":"Yeah.","start":22.895,"end":23.135,"sentiment":"neutral","sentiment_score":0.0029205381870269775}],"sentiment":"neutral","sentiment_score":-0.010011947713792324,"channel":1,"num_words":5,"start":21.935001,"end":23.135},{"sentences":[{"text":"So","start":23.025,"end":23.265,"sentiment":"neutral","sentiment_score":-0.02030446380376816}],"sentiment":"neutral","sentiment_score":-0.02030446380376816,"channel":0,"num_words":1,"start":23.025,"end":23.265},{"sentences":[{"text":"I","start":23.135,"end":23.295,"sentiment":"neutral","sentiment_score":-0.023371711373329163}],"sentiment":"neutral","sentiment_score":-0.023371711373329163,"channel":1,"num_words":1,"start":23.135,"end":23.295},{"sentences":[{"text":"what","start":23.265,"end":23.505001,"sentiment":"neutral","sentiment_score":-0.04214838147163391}],"sentiment":"neutral","sentiment_score":-0.04214838147163391,"channel":0,"num_words":1,"start":23.265,"end":23.505001},{"sentences":[{"text":"can do","start":23.295,"end":23.615,"sentiment":"neutral","sentiment_score":-0.018086988478899002}],"sentiment":"neutral","sentiment_score":-0.018086988478899002,"channel":1,"num_words":2,"start":23.295,"end":23.615},{"sentences":[{"text":"I what","start":23.505001,"end":23.744999,"sentiment":"neutral","sentiment_score":-0.016405800357460976}],"sentiment":"neutral","sentiment_score":-0.016405800357460976,"channel":0,"num_words":2,"start":23.505001,"end":23.744999},{"sentences":[{"text":"that.","start":23.615,"end":24.03,"sentiment":"neutral","sentiment_score":-0.025733204558491707}],"sentiment":"neutral","sentiment_score":-0.025733204558491707,"channel":1,"num_words":1,"start":23.615,"end":24.03},{"sentences":[{"text":"I need you to do is to is to put this call on hold,","start":23.744999,"end":27.45,"sentiment":"neutral","sentiment_score":-0.03265921092991318}],"sentiment":"neutral","sentiment_score":-0.03265921092991318,"channel":0,"num_words":14,"start":23.744999,"end":27.45},{"sentences":[{"text":"Yep.","start":28.03,"end":28.53,"sentiment":"neutral","sentiment_score":-0.010655013844370842}],"sentiment":"neutral","sentiment_score":-0.010655013844370842,"channel":1,"num_words":1,"start":28.03,"end":28.53},{"sentences":[{"text":"and then I'll need you to obviously start a new call with Dana.","start":28.41,"end":31.630001,"sentiment":"neutral","sentiment_score":-0.02853723715704221},{"text":"Connor's gonna be on the other end acting as Dana in this instance.","start":32.170002,"end":35.55,"sentiment":"neutral","sentiment_score":-0.009360323445155071}],"sentiment":"neutral","sentiment_score":-0.01894878030109864,"channel":0,"num_words":26,"start":28.41,"end":35.55},{"sentences":[{"text":"Oh, okay.","start":36.75,"end":37.39,"sentiment":"neutral","sentiment_score":0.03811158612370491},{"text":"Yep.","start":37.39,"end":37.71,"sentiment":"neutral","sentiment_score":0.0489320270717144}],"sentiment":"neutral","sentiment_score":0.041718399773041405,"channel":1,"num_words":3,"start":36.75,"end":37.71},{"sentences":[{"text":"Yep.","start":37.690002,"end":38.190002,"sentiment":"neutral","sentiment_score":0.07107415050268173}],"sentiment":"neutral","sentiment_score":0.07107415050268173,"channel":0,"num_words":1,"start":37.690002,"end":38.190002},{"sentences":[{"text":"So Connor's gonna answer for Dana.","start":37.71,"end":42.285,"sentiment":"neutral","sentiment_score":0.039056114852428436}],"sentiment":"neutral","sentiment_score":0.039056114852428436,"channel":1,"num_words":6,"start":37.71,"end":42.285},{"sentences":[{"text":"Yep.","start":42.275,"end":42.595,"sentiment":"neutral","sentiment_score":0.059612225741147995},{"text":"Because, yeah, we'd we'd just for just for this just for this exercise we're trying to do to test you, he'll pick the phone up.","start":42.595,"end":48.035,"sentiment":"neutral","sentiment_score":0.035485088899731634},{"text":"What we're","start":48.035,"end":48.435,"sentiment":"neutral","sentiment_score":-0.00008004601113498211}],"sentiment":"neutral","sentiment_score":0.033806405579006035,"channel":0,"num_words":28,"start":42.275,"end":48.435},{"sentences":[{"text":"Okay.","start":48.345,"end":48.845,"sentiment":"neutral","sentiment_score":0.006934883072972298}],"sentiment":"neutral","sentiment_score":0.006934883072972298,"channel":1,"num_words":1,"start":48.345,"end":48.845},{"sentences":[{"text":"trying to what we're trying to show is basically incoming calls usually go to the receptional staff before they end up going to an adviser.","start":48.435,"end":56.82,"sentiment":"neutral","sentiment_score":-0.019601006954908372},{"text":"So we're gonna use that exercise and try and replicate it in this test.","start":57.04,"end":60.82,"sentiment":"neutral","sentiment_score":0.04317068814166954}],"sentiment":"neutral","sentiment_score":0.002932422054119599,"channel":0,"num_words":39,"start":48.435,"end":60.82},{"sentences":[{"text":"Yep.","start":61.239998,"end":61.739998,"sentiment":"neutral","sentiment_score":0.06923723965883255}],"sentiment":"neutral","sentiment_score":0.06923723965883255,"channel":1,"num_words":1,"start":61.239998,"end":61.739998},{"sentences":[{"text":"So, effectively, if you pop me on hold now and you start","start":61.36,"end":64.56,"sentiment":"neutral","sentiment_score":0.05508737141887347}],"sentiment":"neutral","sentiment_score":0.05508737141887347,"channel":0,"num_words":12,"start":61.36,"end":64.56},{"sentences":[{"text":"Yeah.","start":64.52,"end":64.815,"sentiment":"neutral","sentiment_score":0.10310281813144684}],"sentiment":"neutral","sentiment_score":0.10310281813144684,"channel":1,"num_words":1,"start":64.52,"end":64.815},{"sentences":[{"text":"a new new call with Dana, which is where Connor's sitting and he will speak to you, that will emulate you sort of handing the the call over to the adviser.","start":64.56,"end":73.735,"sentiment":"neutral","sentiment_score":0.1177349871685428}],"sentiment":"neutral","sentiment_score":0.1177349871685428,"channel":0,"num_words":31,"start":64.56,"end":73.735},{"sentences":[{"text":"Yep.","start":74.255005,"end":74.755005,"sentiment":"neutral","sentiment_score":0.10780395567417143}],"sentiment":"neutral","sentiment_score":0.10780395567417143,"channel":1,"num_words":1,"start":74.255005,"end":74.755005},{"sentences":[{"text":"And then once that process is finished, if you go ahead and do the blind transfer of transferring this call with me on it through to Dana's extension.","start":74.355,"end":82.455,"sentiment":"neutral","sentiment_score":0.10627141342099224},{"text":"Does that 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to reaching your financial goals when we return to your call.","start":207.905,"end":221.97,"sentiment":"positive","sentiment_score":0.5513736086506997},{"text":"At Oakview Financial, we have founded our business on a number of key core values.","start":224.51,"end":229.61499,"sentiment":"neutral","sentiment_score":0.1997462958097458}],"sentiment":"positive","sentiment_score":0.3778678403825176,"channel":1,"num_words":98,"start":184.42,"end":229.61499},{"sentences":[{"text":"These values are clear and simple.","start":230.395,"end":232.415,"sentiment":"neutral","sentiment_score":0.2111834113796552},{"text":"We go the extra mile for clients.","start":232.555,"end":234.89499,"sentiment":"neutral","sentiment_score":0.29746250595365253},{"text":"We are honest, have integrity Hello, 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transcription.","start":273.065,"end":277.805,"sentiment":"neutral","sentiment_score":-0.02349309911951423}],"sentiment":"neutral","sentiment_score":-0.02349309911951423,"channel":0,"num_words":20,"start":273.065,"end":277.805},{"sentences":[{"text":"Yeah.","start":278.51,"end":278.99,"sentiment":"neutral","sentiment_score":-0.01932346634566784},{"text":"No.","start":278.99,"end":279.31,"sentiment":"neutral","sentiment_score":-0.05531363934278488},{"text":"Everyone's everyone's doing the blind.","start":279.31,"end":281.33,"sentiment":"neutral","sentiment_score":-0.04402837753295898}],"sentiment":"neutral","sentiment_score":-0.042111284764749665,"channel":1,"num_words":7,"start":278.51,"end":281.33},{"sentences":[{"text":"Cool.","start":281.67093,"end":281.99094,"sentiment":"neutral","sentiment_score":0.2014848291873932}],"sentiment":"neutral","sentiment_score":0.2014848291873932,"channel":0,"num_words":1,"start":281.67093,"end":281.99094},{"sentences":[{"text":"That's","start":281.79095,"end":282.03094,"sentiment":"neutral","sentiment_score":0.30617326498031616}],"sentiment":"neutral","sentiment_score":0.30617326498031616,"channel":1,"num_words":1,"start":281.79095,"end":282.03094},{"sentences":[{"text":"Excellent.","start":281.99094,"end":282.49094,"sentiment":"positive","sentiment_score":0.43285512924194336}],"sentiment":"positive","sentiment_score":0.43285512924194336,"channel":0,"num_words":1,"start":281.99094,"end":282.49094},{"sentences":[{"text":"alright.","start":282.03094,"end":282.53094,"sentiment":"neutral","sentiment_score":0.2587582468986511},{"text":"Cool.","start":282.59094,"end":283.09094,"sentiment":"positive","sentiment_score":0.3620903789997101}],"sentiment":"neutral","sentiment_score":0.3104243129491806,"channel":1,"num_words":2,"start":282.03094,"end":283.09094},{"sentences":[{"text":"Perfect.","start":282.71094,"end":283.21094,"sentiment":"positive","sentiment_score":0.4557254910469055},{"text":"Lovely.","start":283.67093,"end":284.1509,"sentiment":"positive","sentiment_score":0.39310163259506226},{"text":"I think that is done, and I think that should've captured enough call data.","start":284.1509,"end":286.95093,"sentiment":"neutral","sentiment_score":0.16109572031668254},{"text":"I will speak to you on the other mobile.","start":286.95093,"end":288.6509,"sentiment":"neutral","sentiment_score":0.29021625055207145}],"sentiment":"neutral","sentiment_score":0.22864453852176667,"channel":0,"num_words":25,"start":282.71094,"end":288.6509},{"sentences":[{"text":"Sounds good.","start":288.83096,"end":289.65094,"sentiment":"positive","sentiment_score":0.8347695767879486}],"sentiment":"positive","sentiment_score":0.8347695767879486,"channel":1,"num_words":2,"start":288.83096,"end":289.65094},{"sentences":[{"text":"Thanks, mate.","start":289.35092,"end":290.17093,"sentiment":"positive","sentiment_score":0.8434440195560455}],"sentiment":"positive","sentiment_score":0.8434440195560455,"channel":0,"num_words":2,"start":289.35092,"end":290.17093},{"sentences":[{"text":"Cheers, mate.","start":290.19095,"end":290.75095,"sentiment":"positive","sentiment_score":0.6523413062095642},{"text":"Bye.","start":290.75095,"end":291.25095,"sentiment":"neutral","sentiment_score":-0.1058983951807022}],"sentiment":"positive","sentiment_score":0.3995947390794754,"channel":1,"num_words":3,"start":290.19095,"end":291.25095}]},"summary":{"result":"success","short":"An agent from Telkad Tech Direct is testing transcription calls with a customer named Connor. The agent is trying to transfer the call to Dana and is using a blind transfer process. The agent also asks about a new call with Dana and explains the process to the customer. The agent emphasizes the importance of trust and holistic advice for financial planning."},"intents":{"segments":[{"text":"Just doing a bit of testing to help Connor out just figure out what's going on with these transcription calls. Are you able to transfer me as a blind transfer through to Dana? Mhmm.","start_word":31,"end_word":64,"intents":[{"intent":"Test phone","confidence_score":0.015556116}]},{"text":"Are you able to transfer me as a blind transfer through to Dana?","start_word":51,"end_word":63,"intents":[{"intent":"Transfer call","confidence_score":0.65806}]},{"text":"That we we called a blind because the attended transfer problems will be having issues with the trans transcription feature on it. So it it technically even though you're you're making a new call, the actual transfer of the existing call is blind, if that makes Okay.","start_word":290,"end_word":336,"intents":[{"intent":"Transfer call","confidence_score":0.50739413}]},{"text":"So if a customer wanted to speak to Dana or if you needed to speak to Dana before putting on with the on putting her on with the customer, how would you do it today?","start_word":389,"end_word":423,"intents":[{"intent":"Speak to dana","confidence_score":0.116579786}]},{"text":"For this one, are we able to emulate the scenario that I first mentioned? Yeah.","start_word":466,"end_word":480,"intents":[{"intent":"Emulate scenario","confidence_score":0.68407077}]},{"text":"able to start a new call between you, yourself, and Dana. Okay.","start_word":536,"end_word":547,"intents":[{"intent":"Start new call","confidence_score":0.6920006}]},{"text":"I just have to explain the process to him. I think he was using attended on the transfer. Yeah.","start_word":745,"end_word":763,"intents":[{"intent":"Explain process to jacob","confidence_score":0.22063732}]}]},"sentiments":{"segments":[{"text":"Hello. Jacob speaking.","start_word":0,"end_word":2,"sentiment":"neutral","sentiment_score":0.07927495241165161},{"text":"Good day, Jacob. Curtis here from Telkad Tech Direct. How are you, mate? I'm real good. How are you? Hey. Good. Nothing too bad, mate.","start_word":3,"end_word":27,"sentiment":"positive","sentiment_score":0.4650107026100158},{"text":"Nothing too bad. Just doing a bit of testing to help Connor out just figure out what's going on with these transcription calls. Are you able to transfer me as a blind transfer through to Dana? Mhmm. Through to Dana? Yeah. So I what can do I what that. I need you to do is to is to put this call on hold, Yep. and then I'll need you to obviously start a new call with Dana. Connor's gonna be on the other end acting as Dana in this instance. Oh, okay. Yep. Yep. So Connor's gonna answer for Dana. Yep. Because, yeah, we'd we'd just for just for this just for this exercise we're trying to do to test you, he'll pick the phone up. What we're Okay. trying to what we're trying to show is basically incoming calls usually go to the receptional staff before they end up going to an adviser. So we're gonna use that exercise and try and replicate it in this test. Yep. So, effectively, if you pop me on hold now and you start Yeah. a new new call with Dana, which is where Connor's sitting and he will speak to you, that will emulate you sort of handing the the call over to the adviser. Yep. And then once that process is finished, if you go ahead and do the blind transfer of transferring this call with me on it through to Dana's extension. Does that make Okay. sense to you? Yeah. Yep. So not necessarily a blind transfer. Yeah. I'm just Correct. That we we called a blind because the attended transfer problems will be having issues with the trans transcription feature on it. So it it technically even though you're you're making a new call, the actual transfer of the existing call is blind, if that makes Okay. Right. So I've got a open ring a tell separately and call Dana. sense, Jacob. Correct. Have you have you been doing it to date? I I would just normally go from this call, press the, like, the transfer this call button, and then press Dana and press blind transfer. Yep. Blind transfer. So if a customer wanted to speak to Dana or if you needed to speak to Dana before putting on with the on putting her on with the customer, how would you do it today? Doing that but pressing attended instead of blind. Okay. Alright. That's something I'll speak there. I think that's something we need to address the process. I'll speak to I'll speak to Connor about that afterwards, but thank you for letting me know. For this one, are we able to emulate the scenario that I first mentioned? Yeah. Okay. I can try and do that.","start_word":28,"end_word":487,"sentiment":"neutral","sentiment_score":0.038600795918508714},{"text":"So That'll be perfect.","start_word":488,"end_word":491,"sentiment":"positive","sentiment_score":0.3719009459018707},{"text":"I'm not sure whether I can. I'll So what try what my you'll best. be able to do is you'll be able to put this call on hold. There should be a pause button there, Yeah. Yep. Yep. and then you'll Yep. be Yep. able to start a new call between you, yourself, and Dana. Okay. And then you'll Yep. be able to once that call is concluded and you've hung up on the call with Dana, you'll be able to just simply blind transfer me. Okay.","start_word":492,"end_word":578,"sentiment":"neutral","sentiment_score":0.10373438149690628},{"text":"Perfect. I can do that.","start_word":579,"end_word":583,"sentiment":"positive","sentiment_score":0.43676674365997314},{"text":"No Easy. worries. Makes sense.","start_word":584,"end_word":588,"sentiment":"neutral","sentiment_score":0.11888102442026138},{"text":"Perfect.","start_word":589,"end_word":589,"sentiment":"positive","sentiment_score":0.33912819623947144},{"text":"I will do that now.","start_word":590,"end_word":594,"sentiment":"neutral","sentiment_score":0.30638593435287476},{"text":"Lovely. Thank you very much, Jacob. Much appreciated. Welcome to Oakview Financial.","start_word":595,"end_word":606,"sentiment":"positive","sentiment_score":0.5924195051193237},{"text":"At Oakview Financial, we use an innovative model of trust and long term holistic advice, revolutionizing the way financial planning is done.","start_word":607,"end_word":628,"sentiment":"neutral","sentiment_score":0.29311856627464294},{"text":"Our team is comprised of highly skilled, transparent financial experts, and our vision is to become the most trusted household name in financial planning throughout Australia. We thank you for your patience today and look forward to hearing how we can help you on your journey to reaching your financial goals when we return to your call.","start_word":629,"end_word":685,"sentiment":"positive","sentiment_score":0.4448253810405731},{"text":"At Oakview Financial, we have founded our business on a number of key core values. These values are clear and simple. We go the extra mile for clients. We are honest, have integrity Hello, Curtis. Hello, mate. How are you? Good. How are you? Good. Good. Not seeing too bad. Not seeing too bad. Was that okay with Jacob? I just have to explain the process to him. I think he was using attended on the transfer. Yeah. No. I think what he was doing was what we would normally do where he just goes, just blind transfers it straight across. Like, they would just Yeah. talk That to him verbally that and just that's blind. fine. That's fine then if Yeah. that's the case, mate. No worries. Yeah. Cool. I was just yeah. Because he said it tended to me on the first one, and I was like, oh, okay. But then he mentioned that all he does is, obviously, speaks to them in person and then transfers them blind. So I think all the transfers Yeah. are coming through blind, but just, obviously, be aware of the the the transfer thing just because of the transcription. Yeah. No. Everyone's everyone's doing the blind. Cool.","start_word":686,"end_word":891,"sentiment":"neutral","sentiment_score":0.04002442955970764},{"text":"That's Excellent.","start_word":892,"end_word":893,"sentiment":"positive","sentiment_score":0.35684603452682495},{"text":"alright.","start_word":894,"end_word":894,"sentiment":"neutral","sentiment_score":0.2587582468986511},{"text":"Cool. Perfect. Lovely.","start_word":895,"end_word":897,"sentiment":"positive","sentiment_score":0.4036391675472259},{"text":"I think that is done, and I think that should've captured enough call data. I will speak to you on the other mobile.","start_word":898,"end_word":920,"sentiment":"neutral","sentiment_score":0.21033198548399884},{"text":"Sounds good. Thanks, mate. Cheers, mate. Bye.","start_word":921,"end_word":927,"sentiment":"positive","sentiment_score":0.698636531829834}],"average":{"sentiment":"neutral","sentiment_score":0.114218505296839}}}}