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confirm.","start":26.545,"end":27.585,"sentiment":"neutral","sentiment_score":0.10642216503620147},{"text":"Is it is it done yet?","start":27.585,"end":29.185001,"sentiment":"neutral","sentiment_score":0.06979298715790112},{"text":"Or","start":29.185001,"end":29.64,"sentiment":"neutral","sentiment_score":0.04516474902629852}],"sentiment":"neutral","sentiment_score":0.0948094387849172,"channel":1,"num_words":15,"start":25.744999,"end":29.64},{"sentences":[{"text":"Yeah.","start":30.98,"end":31.3,"sentiment":"neutral","sentiment_score":0.0736997127532959},{"text":"I believe it's already been processed yesterday, Emra.","start":31.3,"end":34.66,"sentiment":"neutral","sentiment_score":0.12772427033632994},{"text":"But just to make sure if it's okay with you, let me go ahead and, transfer you to our tech rep because they are the one who have an access directly to see the status of your services.","start":34.66,"end":46.495003,"sentiment":"neutral","sentiment_score":0.08266913783001273},{"text":"Is that okay?","start":46.715,"end":47.535,"sentiment":"neutral","sentiment_score":0.09180311858654022}],"sentiment":"neutral","sentiment_score":0.09024660937488078,"channel":0,"num_words":50,"start":30.98,"end":47.535},{"sentences":[{"text":"Yes.","start":48.255,"end":48.335003,"sentiment":"neutral","sentiment_score":0.07895230501890182},{"text":"Yes.","start":48.335003,"end":48.835003,"sentiment":"neutral","sentiment_score":0.09577849507331848}],"sentiment":"neutral","sentiment_score":0.08736540004611015,"channel":1,"num_words":2,"start":48.255,"end":48.835003},{"sentences":[{"text":"Sure.","start":49.675003,"end":49.915,"sentiment":"neutral","sentiment_score":0.11569242179393768},{"text":"Just be on the line first.","start":49.915,"end":51.515,"sentiment":"neutral","sentiment_score":0.09583429743846257},{"text":"Okay?","start":51.515,"end":51.915,"sentiment":"neutral","sentiment_score":0.06709684431552887},{"text":"One moment.","start":51.915,"end":52.655,"sentiment":"neutral","sentiment_score":0.0558564979583025}],"sentiment":"neutral","sentiment_score":0.0869508046656847,"channel":0,"num_words":10,"start":49.675003,"end":52.655},{"sentences":[{"text":"Yes.","start":53.375,"end":53.875,"sentiment":"neutral","sentiment_score":0.11486534774303436},{"text":"Hey, Brooke.","start":121.65,"end":122.13,"sentiment":"neutral","sentiment_score":0.2139635756611824},{"text":"Thank you for your customer.","start":122.13,"end":123.19,"sentiment":"positive","sentiment_score":0.5572723627090455},{"text":"Just hold on.","start":123.25,"end":123.92999,"sentiment":"neutral","sentiment_score":0.21688656012217203},{"text":"I'm on a call right now.","start":123.92999,"end":125.43,"sentiment":"neutral","sentiment_score":0.11731531595190366}],"sentiment":"neutral","sentiment_score":0.27551211109932733,"channel":1,"num_words":17,"start":53.375,"end":125.43},{"sentences":[{"text":"Is this a new one,","start":146.20093,"end":147.50093,"sentiment":"neutral","sentiment_score":0.05946624279022217}],"sentiment":"neutral","sentiment_score":0.05946624279022217,"channel":1,"num_words":5,"start":146.20093,"end":147.50093}]},"summary":{"result":"success","short":"The customer, Melissa, calls to confirm the status of her plan upgrade for Envy at home. She asks if the upgrade has been processed yet and is transferred to a tech representative. The tech representative confirms that the upgrade has been processed and puts Melissa on hold to check further."},"intents":{"segments":[{"text":"Just want to check. So my wife, Naila Bodhi, just sent an email a couple of days ago just in regards to upgrading our our, what it's called, our Envy at home. Uh-huh. Yeah. The plan, your Wi Fi connection. That's right. Yeah. I just want to confirm. Is it is it done yet? Or Yeah.","start_word":41,"end_word":96,"intents":[{"intent":"Check status of services","confidence_score":0.093058035}]},{"text":"So my wife, Naila Bodhi, just sent an email a couple of days ago just in regards to upgrading our our, what it's called, our Envy at home. Uh-huh. Yeah.","start_word":45,"end_word":74,"intents":[{"intent":"Check upgrade status","confidence_score":0.004673575}]},{"text":"I believe it's already been processed yesterday, Emra. But just to make sure if it's okay with you, let me go ahead and, transfer you to our tech rep because they are the one who have an access directly to see the status of your services. Is that okay? Yes.","start_word":97,"end_word":146,"intents":[{"intent":"Transfer call to tech rep","confidence_score":0.094994515}]}]},"sentiments":{"segments":[{"text":"You so much for calling your account. How may I help you today?","start_word":0,"end_word":12,"sentiment":"positive","sentiment_score":0.5986611247062683},{"text":"Oh, hi. How are you? Is this Melissa? Yes. This is Melissa. Yes. How are you Hey, today? Melissa. How are you? What's going on? It's Emily here. Just want to check. So my wife, Naila Bodhi, just sent an email a couple of days ago just in regards to upgrading our our, what it's called, our Envy at home. Uh-huh. Yeah. The plan, your Wi Fi connection. That's right. Yeah. I just want to confirm. Is it is it done yet? Or Yeah. I believe it's already been processed yesterday, Emra. But just to make sure if it's okay with you, let me go ahead and, transfer you to our tech rep because they are the one who have an access directly to see the status of your services. Is that okay? Yes. Yes. Sure. Just be on the line first. Okay? One moment. Yes. Hey, Brooke.","start_word":13,"end_word":160,"sentiment":"neutral","sentiment_score":0.1109246164560318},{"text":"Thank you for your customer.","start_word":161,"end_word":165,"sentiment":"positive","sentiment_score":0.5564866065979004},{"text":"Just hold on. I'm on a call right now. Is this a new one,","start_word":166,"end_word":179,"sentiment":"neutral","sentiment_score":0.11533583700656892}],"average":{"sentiment":"neutral","sentiment_score":0.14913092237530332}}}}