{"metadata":{"transaction_key":"deprecated","request_id":"01a10e1f-13cb-72a0-a855-5d8c6ca27985","sha256":"ebba852ad52da38f691f342ba510dadb672f0d544744b7d5c391e7fc29ee554c","created":"2026-10-05T22:11:21.788Z","duration":51.767937,"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":166,"output_tokens":63},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":189,"output_tokens":189},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":189,"output_tokens":16}},"results":{"channels":[{"alternatives":[{"transcript":"Hello. Good morning, Rochelle. Hello, Rochelle. My name is Mary, and I'm calling from Airtel. I'm just following up with your... With the promised settlement date that was scheduled yesterday. I checked on your account, and the settlement has not been processed yet. So I'm just following up if you experienced an error or issue while making the payment online. If you received this message and need further assistance and if the payment has been made, please disregard this voice mail. Or if you need further assistance, please don't hesitate to call us, and we'll be more than happy to assist. Thank you so much, and have a great day. Goodbye for now.","confidence":1.0,"words":[{"word":"hello","start":2.24,"end":2.6399999,"confidence":0.9916992,"punctuated_word":"Hello.","sentiment":"neutral","sentiment_score":0.08949991315603256},{"word":"good","start":2.6399999,"end":2.8,"confidence":1.0,"punctuated_word":"Good","sentiment":"neutral","sentiment_score":0.2648332118988037},{"word":"morning","start":2.8,"end":3.1999998,"confidence":0.94091797,"punctuated_word":"morning,","sentiment":"neutral","sentiment_score":0.1854606866836548},{"word":"rochelle","start":3.1999998,"end":3.6999998,"confidence":0.93343097,"punctuated_word":"Rochelle.","sentiment":"neutral","sentiment_score":0.15489479899406433},{"word":"hello","start":13.254999,"end":13.575,"confidence":0.99609375,"punctuated_word":"Hello,","sentiment":"neutral","sentiment_score":0.04730021953582764},{"word":"rochelle","start":13.575,"end":14.054999,"confidence":0.97054034,"punctuated_word":"Rochelle.","sentiment":"neutral","sentiment_score":0.038471613079309464},{"word":"my","start":14.054999,"end":14.214999,"confidence":1.0,"punctuated_word":"My","sentiment":"neutral","sentiment_score":0.029682092368602753},{"word":"name","start":14.214999,"end":14.375,"confidence":1.0,"punctuated_word":"name","sentiment":"neutral","sentiment_score":0.03613237664103508},{"word":"is","start":14.375,"end":14.615,"confidence":1.0,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.032982975244522095},{"word":"mary","start":14.615,"end":15.014999,"confidence":0.9951172,"punctuated_word":"Mary,","sentiment":"neutral","sentiment_score":0.03780223801732063},{"word":"and","start":15.014999,"end":15.254999,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.030527964234352112},{"word":"i'm","start":15.254999,"end":15.494999,"confidence":1.0,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.02883969247341156},{"word":"calling","start":15.494999,"end":15.815,"confidence":1.0,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":0.022725753486156464},{"word":"from","start":15.815,"end":16.055,"confidence":1.0,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.04660758376121521},{"word":"airtel","start":16.055,"end":16.555,"confidence":0.99853516,"punctuated_word":"Airtel.","sentiment":"neutral","sentiment_score":0.0279324259608984},{"word":"i'm","start":16.855,"end":17.015,"confidence":0.9995117,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.010135099291801453},{"word":"just","start":17.015,"end":17.335,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.002333329990506172},{"word":"following","start":17.335,"end":17.735,"confidence":1.0,"punctuated_word":"following","sentiment":"neutral","sentiment_score":-0.00007740780711174011},{"word":"up","start":17.735,"end":17.974998,"confidence":1.0,"punctuated_word":"up","sentiment":"neutral","sentiment_score":0.001361193135380745},{"word":"with","start":17.974998,"end":18.474998,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.0011294540017843246},{"word":"your","start":18.615,"end":19.115,"confidence":1.0,"punctuated_word":"your...","sentiment":"neutral","sentiment_score":-0.0014280141331255436},{"word":"with","start":19.414999,"end":19.734999,"confidence":0.9892578,"punctuated_word":"With","sentiment":"neutral","sentiment_score":-0.12187016755342484},{"word":"the","start":19.734999,"end":19.895,"confidence":0.85546875,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.11828162521123886},{"word":"promised","start":19.895,"end":20.295,"confidence":0.6347656,"punctuated_word":"promised","sentiment":"neutral","sentiment_score":-0.07640787959098816},{"word":"settlement","start":20.295,"end":20.775,"confidence":1.0,"punctuated_word":"settlement","sentiment":"neutral","sentiment_score":-0.10058145225048064},{"word":"date","start":20.775,"end":21.175,"confidence":0.9980469,"punctuated_word":"date","sentiment":"neutral","sentiment_score":-0.09909436106681824},{"word":"that","start":21.175,"end":21.335,"confidence":1.0,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.104581817984581},{"word":"was","start":21.335,"end":21.575,"confidence":1.0,"punctuated_word":"was","sentiment":"neutral","sentiment_score":-0.10859138518571854},{"word":"scheduled","start":21.575,"end":22.075,"confidence":1.0,"punctuated_word":"scheduled","sentiment":"neutral","sentiment_score":-0.05908934026956558},{"word":"yesterday","start":22.134998,"end":22.634998,"confidence":1.0,"punctuated_word":"yesterday.","sentiment":"neutral","sentiment_score":-0.05420614778995514},{"word":"i","start":23.095,"end":23.335,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.1850898414850235},{"word":"checked","start":23.335,"end":23.574999,"confidence":0.9350586,"punctuated_word":"checked","sentiment":"neutral","sentiment_score":-0.15004360675811768},{"word":"on","start":23.574999,"end":23.735,"confidence":0.5883789,"punctuated_word":"on","sentiment":"neutral","sentiment_score":-0.16255873441696167},{"word":"your","start":23.735,"end":23.974998,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.18159334361553192},{"word":"account","start":23.974998,"end":24.454998,"confidence":0.91845703,"punctuated_word":"account,","sentiment":"neutral","sentiment_score":-0.162446990609169},{"word":"and","start":24.454998,"end":24.954998,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.1845218390226364},{"word":"the","start":25.335,"end":25.494999,"confidence":0.98095703,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.2924249470233917},{"word":"settlement","start":25.494999,"end":25.974998,"confidence":0.99902344,"punctuated_word":"settlement","sentiment":"neutral","sentiment_score":-0.22577041387557983},{"word":"has","start":25.974998,"end":26.134998,"confidence":1.0,"punctuated_word":"has","sentiment":"negative","sentiment_score":-0.4404931366443634},{"word":"not","start":26.134998,"end":26.375,"confidence":1.0,"punctuated_word":"not","sentiment":"negative","sentiment_score":-0.3367871344089508},{"word":"been","start":26.375,"end":26.535,"confidence":1.0,"punctuated_word":"been","sentiment":"neutral","sentiment_score":-0.30837926268577576},{"word":"processed","start":26.535,"end":26.935,"confidence":0.9980469,"punctuated_word":"processed","sentiment":"neutral","sentiment_score":-0.2303197830915451},{"word":"yet","start":26.935,"end":27.175,"confidence":0.89941406,"punctuated_word":"yet.","sentiment":"neutral","sentiment_score":-0.2674175500869751},{"word":"so","start":27.175,"end":27.414999,"confidence":1.0,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.14231543242931366},{"word":"i'm","start":27.414999,"end":27.654999,"confidence":1.0,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.12366702407598495},{"word":"just","start":27.654999,"end":28.154999,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":-0.13519030809402466},{"word":"following","start":28.47,"end":28.71,"confidence":1.0,"punctuated_word":"following","sentiment":"neutral","sentiment_score":-0.13542146980762482},{"word":"up","start":28.71,"end":29.029999,"confidence":1.0,"punctuated_word":"up","sentiment":"neutral","sentiment_score":-0.11722303181886672},{"word":"if","start":29.029999,"end":29.35,"confidence":0.9941406,"punctuated_word":"if","sentiment":"neutral","sentiment_score":-0.13918189704418182},{"word":"you","start":29.35,"end":29.59,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.21086463332176208},{"word":"experienced","start":29.59,"end":30.09,"confidence":0.5541992,"punctuated_word":"experienced","sentiment":"negative","sentiment_score":-0.34798571467399597},{"word":"an","start":30.15,"end":30.31,"confidence":0.99902344,"punctuated_word":"an","sentiment":"neutral","sentiment_score":-0.31740641593933105},{"word":"error","start":30.31,"end":30.789999,"confidence":1.0,"punctuated_word":"error","sentiment":"neutral","sentiment_score":-0.2700860798358917},{"word":"or","start":30.789999,"end":30.949999,"confidence":0.9970703,"punctuated_word":"or","sentiment":"negative","sentiment_score":-0.3364047706127167},{"word":"issue","start":30.949999,"end":31.27,"confidence":1.0,"punctuated_word":"issue","sentiment":"negative","sentiment_score":-0.3466736078262329},{"word":"while","start":31.27,"end":31.51,"confidence":1.0,"punctuated_word":"while","sentiment":"negative","sentiment_score":-0.361296683549881},{"word":"making","start":31.51,"end":31.75,"confidence":1.0,"punctuated_word":"making","sentiment":"neutral","sentiment_score":-0.25050774216651917},{"word":"the","start":31.75,"end":31.91,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.2719642221927643},{"word":"payment","start":31.91,"end":32.309998,"confidence":1.0,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":-0.23040509223937988},{"word":"online","start":32.309998,"end":32.809998,"confidence":0.9995117,"punctuated_word":"online.","sentiment":"neutral","sentiment_score":-0.2100364863872528},{"word":"if","start":33.27,"end":33.51,"confidence":1.0,"punctuated_word":"If","sentiment":"neutral","sentiment_score":-0.21376526355743408},{"word":"you","start":33.51,"end":33.75,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.21228402853012085},{"word":"received","start":33.75,"end":34.15,"confidence":0.6064453,"punctuated_word":"received","sentiment":"neutral","sentiment_score":-0.24478790163993835},{"word":"this","start":34.15,"end":34.309998,"confidence":1.0,"punctuated_word":"this","sentiment":"neutral","sentiment_score":-0.21477356553077695},{"word":"message","start":34.309998,"end":34.79,"confidence":1.0,"punctuated_word":"message","sentiment":"neutral","sentiment_score":-0.2216455489397049},{"word":"and","start":34.79,"end":35.03,"confidence":0.9941406,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.21601372957229617},{"word":"need","start":35.03,"end":35.27,"confidence":0.9941406,"punctuated_word":"need","sentiment":"neutral","sentiment_score":-0.22862142324447632},{"word":"further","start":35.27,"end":35.59,"confidence":0.9980469,"punctuated_word":"further","sentiment":"neutral","sentiment_score":-0.20857073366642},{"word":"assistance","start":35.59,"end":36.09,"confidence":1.0,"punctuated_word":"assistance","sentiment":"neutral","sentiment_score":-0.23154006898403168},{"word":"and","start":37.51,"end":37.75,"confidence":0.44628906,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.1477382481098175},{"word":"if","start":37.75,"end":37.91,"confidence":1.0,"punctuated_word":"if","sentiment":"neutral","sentiment_score":-0.18594802916049957},{"word":"the","start":37.91,"end":38.07,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.20138898491859436},{"word":"payment","start":38.07,"end":38.47,"confidence":1.0,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":-0.1839512884616852},{"word":"has","start":38.47,"end":38.79,"confidence":0.99902344,"punctuated_word":"has","sentiment":"neutral","sentiment_score":-0.23346740007400513},{"word":"been","start":38.79,"end":38.949997,"confidence":1.0,"punctuated_word":"been","sentiment":"neutral","sentiment_score":-0.19627675414085388},{"word":"made","start":38.949997,"end":39.27,"confidence":0.9995117,"punctuated_word":"made,","sentiment":"neutral","sentiment_score":-0.20714211463928223},{"word":"please","start":39.27,"end":39.59,"confidence":1.0,"punctuated_word":"please","sentiment":"neutral","sentiment_score":-0.22503894567489624},{"word":"disregard","start":39.59,"end":40.09,"confidence":1.0,"punctuated_word":"disregard","sentiment":"neutral","sentiment_score":-0.1994771510362625},{"word":"this","start":40.15,"end":40.65,"confidence":1.0,"punctuated_word":"this","sentiment":"neutral","sentiment_score":-0.27477437257766724},{"word":"voice","start":41.11,"end":41.51,"confidence":0.7636719,"punctuated_word":"voice","sentiment":"neutral","sentiment_score":-0.29999595880508423},{"word":"mail","start":41.51,"end":42.01,"confidence":0.9277344,"punctuated_word":"mail.","sentiment":"neutral","sentiment_score":-0.239684134721756},{"word":"or","start":42.62294,"end":43.022938,"confidence":1.0,"punctuated_word":"Or","sentiment":"neutral","sentiment_score":-0.07083023339509964},{"word":"if","start":43.022938,"end":43.26294,"confidence":0.9863281,"punctuated_word":"if","sentiment":"neutral","sentiment_score":-0.041211966425180435},{"word":"you","start":43.26294,"end":43.342937,"confidence":0.9980469,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.02371826767921448},{"word":"need","start":43.342937,"end":43.502937,"confidence":0.99902344,"punctuated_word":"need","sentiment":"neutral","sentiment_score":-0.010566338896751404},{"word":"further","start":43.502937,"end":43.74294,"confidence":0.99609375,"punctuated_word":"further","sentiment":"neutral","sentiment_score":-0.022384263575077057},{"word":"assistance","start":43.74294,"end":44.22294,"confidence":0.99902344,"punctuated_word":"assistance,","sentiment":"neutral","sentiment_score":-0.026431746780872345},{"word":"please","start":44.22294,"end":44.46294,"confidence":1.0,"punctuated_word":"please","sentiment":"neutral","sentiment_score":-0.0614178404211998},{"word":"don't","start":44.46294,"end":44.62294,"confidence":1.0,"punctuated_word":"don't","sentiment":"neutral","sentiment_score":0.04818737506866455},{"word":"hesitate","start":44.62294,"end":45.022938,"confidence":0.9970703,"punctuated_word":"hesitate","sentiment":"neutral","sentiment_score":0.08960067480802536},{"word":"to","start":45.022938,"end":45.182938,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.07938408851623535},{"word":"call","start":45.182938,"end":45.342937,"confidence":1.0,"punctuated_word":"call","sentiment":"neutral","sentiment_score":0.10371933877468108},{"word":"us","start":45.342937,"end":45.502937,"confidence":0.91967773,"punctuated_word":"us,","sentiment":"neutral","sentiment_score":0.09206756949424744},{"word":"and","start":45.502937,"end":45.662937,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.22697484493255615},{"word":"we'll","start":45.662937,"end":45.822937,"confidence":0.99609375,"punctuated_word":"we'll","sentiment":"neutral","sentiment_score":0.28749880194664},{"word":"be","start":45.822937,"end":45.982937,"confidence":1.0,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.32295066118240356},{"word":"more","start":45.982937,"end":46.142937,"confidence":1.0,"punctuated_word":"more","sentiment":"positive","sentiment_score":0.35510846972465515},{"word":"than","start":46.142937,"end":46.30294,"confidence":1.0,"punctuated_word":"than","sentiment":"positive","sentiment_score":0.3692576289176941},{"word":"happy","start":46.30294,"end":46.54294,"confidence":1.0,"punctuated_word":"happy","sentiment":"positive","sentiment_score":0.39991262555122375},{"word":"to","start":46.54294,"end":46.702938,"confidence":1.0,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.3497384190559387},{"word":"assist","start":46.702938,"end":47.10294,"confidence":0.9995117,"punctuated_word":"assist.","sentiment":"neutral","sentiment_score":0.21853521466255188},{"word":"thank","start":47.10294,"end":47.42294,"confidence":0.5,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.64837646484375},{"word":"you","start":47.42294,"end":47.662937,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.6673826575279236},{"word":"so","start":47.662937,"end":47.822937,"confidence":0.99902344,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.7104336023330688},{"word":"much","start":47.822937,"end":47.98294,"confidence":0.98217773,"punctuated_word":"much,","sentiment":"positive","sentiment_score":0.6773326396942139},{"word":"and","start":47.98294,"end":48.142937,"confidence":1.0,"punctuated_word":"and","sentiment":"positive","sentiment_score":0.6294054388999939},{"word":"have","start":48.142937,"end":48.26294,"confidence":1.0,"punctuated_word":"have","sentiment":"positive","sentiment_score":0.6682716608047485},{"word":"a","start":48.26294,"end":48.38294,"confidence":0.99902344,"punctuated_word":"a","sentiment":"positive","sentiment_score":0.6782451868057251},{"word":"great","start":48.38294,"end":48.62294,"confidence":1.0,"punctuated_word":"great","sentiment":"positive","sentiment_score":0.6784611344337463},{"word":"day","start":48.62294,"end":48.862938,"confidence":1.0,"punctuated_word":"day.","sentiment":"positive","sentiment_score":0.6140238046646118},{"word":"goodbye","start":48.862938,"end":49.182938,"confidence":0.9863281,"punctuated_word":"Goodbye","sentiment":"neutral","sentiment_score":0.07637973129749298},{"word":"for","start":49.182938,"end":49.42294,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.06093783676624298},{"word":"now","start":49.42294,"end":49.92294,"confidence":1.0,"punctuated_word":"now.","sentiment":"neutral","sentiment_score":0.04032240808010101}],"paragraphs":{"transcript":"\nHello. Good morning, Rochelle. Hello, Rochelle. My name is Mary, and I'm calling from Airtel. I'm just following up with your...\n\nWith the promised settlement date that was scheduled yesterday. I checked on your account, and the settlement has not been processed yet. So I'm just following up if you experienced an error or issue while making the payment online. If you received this message and need further assistance and if the payment has been made, please disregard this voice mail. Or if you need further assistance, please don't hesitate to call us, and we'll be more than happy to assist.\n\nThank you so much, and have a great day. Goodbye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.24,"end":2.6399999,"sentiment":"neutral","sentiment_score":0.08949991315603256},{"text":"Good morning, Rochelle.","start":2.6399999,"end":3.6999998,"sentiment":"neutral","sentiment_score":0.20172956585884094},{"text":"Hello, Rochelle.","start":13.254999,"end":14.054999,"sentiment":"neutral","sentiment_score":0.04288591630756855},{"text":"My name is Mary, and I'm calling from Airtel.","start":14.054999,"end":16.555,"sentiment":"neutral","sentiment_score":0.0325814557986127},{"text":"I'm just following up with your...","start":16.855,"end":19.115,"sentiment":"neutral","sentiment_score":0.002242275746539235}],"sentiment":"neutral","sentiment_score":0.05176891428640201,"num_words":21,"start":2.24,"end":19.115},{"sentences":[{"text":"With the promised settlement date that was scheduled yesterday.","start":19.414999,"end":22.634998,"sentiment":"neutral","sentiment_score":-0.09363379743364122},{"text":"I checked on your account, and the settlement has not been processed yet.","start":23.095,"end":27.175,"sentiment":"neutral","sentiment_score":-0.2406035833633863},{"text":"So I'm just following up if you experienced an error or issue while making the payment online.","start":27.175,"end":32.809998,"sentiment":"neutral","sentiment_score":-0.2321547418832779},{"text":"If you received this message and need further assistance and if the payment has been made, please disregard this voice mail.","start":33.27,"end":42.01,"sentiment":"neutral","sentiment_score":-0.21842312599931443},{"text":"Or if you need further assistance, please don't hesitate to call us, and we'll be more than happy to assist.","start":42.62294,"end":47.10294,"sentiment":"neutral","sentiment_score":0.1343187527731061}],"sentiment":"neutral","sentiment_score":-0.12272114953957498,"num_words":80,"start":19.414999,"end":47.10294},{"sentences":[{"text":"Thank you so much, and have a great day.","start":47.10294,"end":48.862938,"sentiment":"positive","sentiment_score":0.6635480655564202},{"text":"Goodbye for now.","start":48.862938,"end":49.92294,"sentiment":"neutral","sentiment_score":0.05921332538127899}],"sentiment":"positive","sentiment_score":0.5124643805126349,"num_words":12,"start":47.10294,"end":49.92294}]}}]},{"alternatives":[{"transcript":"Hi. I can't get to the phone right now. I'll get back to you as soon as I can. Have a good day. Bye.","confidence":0.9995117,"words":[{"word":"hi","start":2.6399999,"end":3.1399999,"confidence":0.99658203,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.24693048000335693},{"word":"i","start":3.4399998,"end":3.6799998,"confidence":0.9980469,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.07716499269008636},{"word":"can't","start":3.6799998,"end":3.9199998,"confidence":1.0,"punctuated_word":"can't","sentiment":"neutral","sentiment_score":-0.1352062225341797},{"word":"get","start":3.9199998,"end":4.24,"confidence":1.0,"punctuated_word":"get","sentiment":"neutral","sentiment_score":-0.14331160485744476},{"word":"to","start":4.24,"end":4.48,"confidence":0.9941406,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.11517851799726486},{"word":"the","start":4.48,"end":4.72,"confidence":0.86621094,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.14554470777511597},{"word":"phone","start":4.72,"end":5.04,"confidence":0.9951172,"punctuated_word":"phone","sentiment":"neutral","sentiment_score":-0.17019855976104736},{"word":"right","start":5.04,"end":5.2799997,"confidence":1.0,"punctuated_word":"right","sentiment":"neutral","sentiment_score":-0.19646695256233215},{"word":"now","start":5.2799997,"end":5.6,"confidence":0.9995117,"punctuated_word":"now.","sentiment":"neutral","sentiment_score":-0.13064266741275787},{"word":"i'll","start":5.6,"end":5.8399997,"confidence":1.0,"punctuated_word":"I'll","sentiment":"neutral","sentiment_score":0.08518867939710617},{"word":"get","start":5.8399997,"end":6.08,"confidence":1.0,"punctuated_word":"get","sentiment":"neutral","sentiment_score":0.08617044985294342},{"word":"back","start":6.08,"end":6.24,"confidence":0.9951172,"punctuated_word":"back","sentiment":"neutral","sentiment_score":0.12254992872476578},{"word":"to","start":6.24,"end":6.3999996,"confidence":0.99609375,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.12523618340492249},{"word":"you","start":6.3999996,"end":6.56,"confidence":0.99902344,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.13638928532600403},{"word":"as","start":6.56,"end":6.72,"confidence":0.9970703,"punctuated_word":"as","sentiment":"neutral","sentiment_score":0.12596620619297028},{"word":"soon","start":6.72,"end":7.04,"confidence":1.0,"punctuated_word":"soon","sentiment":"neutral","sentiment_score":0.18259795010089871},{"word":"as","start":7.04,"end":7.2,"confidence":0.99902344,"punctuated_word":"as","sentiment":"neutral","sentiment_score":0.10678605735301971},{"word":"i","start":7.2,"end":7.2799997,"confidence":0.9970703,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.16238412261009216},{"word":"can","start":7.2799997,"end":7.7799997,"confidence":1.0,"punctuated_word":"can.","sentiment":"neutral","sentiment_score":0.04478996992111206},{"word":"have","start":8.48,"end":8.72,"confidence":1.0,"punctuated_word":"Have","sentiment":"positive","sentiment_score":0.36770033836364746},{"word":"a","start":8.72,"end":8.8,"confidence":1.0,"punctuated_word":"a","sentiment":"positive","sentiment_score":0.33511027693748474},{"word":"good","start":8.8,"end":9.04,"confidence":1.0,"punctuated_word":"good","sentiment":"neutral","sentiment_score":0.2879980504512787},{"word":"day","start":9.04,"end":9.5199995,"confidence":1.0,"punctuated_word":"day.","sentiment":"neutral","sentiment_score":0.2255038022994995},{"word":"bye","start":9.5199995,"end":10.0199995,"confidence":0.99902344,"punctuated_word":"Bye.","sentiment":"neutral","sentiment_score":0.06413592398166656}],"paragraphs":{"transcript":"\nHi. I can't get to the phone right now. I'll get back to you as soon as I can. Have a good day. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.6399999,"end":3.1399999,"sentiment":"neutral","sentiment_score":0.24693048000335693},{"text":"I can't get to the phone right now.","start":3.4399998,"end":5.6,"sentiment":"neutral","sentiment_score":-0.13921427819877863},{"text":"I'll get back to you as soon as I can.","start":5.6,"end":7.7799997,"sentiment":"neutral","sentiment_score":0.11780588328838348},{"text":"Have a good day.","start":8.48,"end":9.5199995,"sentiment":"neutral","sentiment_score":0.3040781170129776},{"text":"Bye.","start":9.5199995,"end":10.0199995,"sentiment":"neutral","sentiment_score":0.06413592398166656}],"sentiment":"neutral","sentiment_score":0.06632181163877249,"num_words":24,"start":2.6399999,"end":10.0199995}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello.\n\nChannel 1: Hi.\n\nChannel 0: Good morning, Rochelle.\n\nChannel 1: I can't get to the phone right now. I'll get back to you as soon as I can. Have a good day. Bye.\n\nChannel 0: Hello, Rochelle. My name is Mary, and I'm calling from Airtel. I'm just following up with your... With the promised settlement date that was scheduled yesterday. I checked on your account, and the settlement has not been processed yet.\n\nSo I'm just following up if you experienced an error or issue while making the payment online. If you received this message and need further assistance and if the payment has been made, please disregard this voice mail. Or if you need further assistance, please don't hesitate to call us, and we'll be more than happy to assist. Thank you so much, and have a great day. Goodbye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.24,"end":2.6399999,"sentiment":"neutral","sentiment_score":0.08949991315603256}],"sentiment":"neutral","sentiment_score":0.08949991315603256,"channel":0,"num_words":1,"start":2.24,"end":2.6399999},{"sentences":[{"text":"Hi.","start":2.6399999,"end":3.1399999,"sentiment":"neutral","sentiment_score":0.24693048000335693}],"sentiment":"neutral","sentiment_score":0.24693048000335693,"channel":1,"num_words":1,"start":2.6399999,"end":3.1399999},{"sentences":[{"text":"Good morning, Rochelle.","start":2.6399999,"end":3.6999998,"sentiment":"neutral","sentiment_score":0.20172956585884094}],"sentiment":"neutral","sentiment_score":0.20172956585884094,"channel":0,"num_words":3,"start":2.6399999,"end":3.6999998},{"sentences":[{"text":"I can't get to the phone right now.","start":3.4399998,"end":5.6,"sentiment":"neutral","sentiment_score":-0.13921427819877863},{"text":"I'll get back to you as soon as I can.","start":5.6,"end":7.7799997,"sentiment":"neutral","sentiment_score":0.11780588328838348},{"text":"Have a good day.","start":8.48,"end":9.5199995,"sentiment":"neutral","sentiment_score":0.3040781170129776},{"text":"Bye.","start":9.5199995,"end":10.0199995,"sentiment":"neutral","sentiment_score":0.06413592398166656}],"sentiment":"neutral","sentiment_score":0.058469260840312294,"channel":1,"num_words":23,"start":3.4399998,"end":10.0199995},{"sentences":[{"text":"Hello, Rochelle.","start":13.254999,"end":14.054999,"sentiment":"neutral","sentiment_score":0.04288591630756855},{"text":"My name is Mary, and I'm calling from Airtel.","start":14.054999,"end":16.555,"sentiment":"neutral","sentiment_score":0.0325814557986127},{"text":"I'm just following up with your...","start":16.855,"end":19.115,"sentiment":"neutral","sentiment_score":0.002242275746539235},{"text":"With the promised settlement date that was scheduled yesterday.","start":19.414999,"end":22.634998,"sentiment":"neutral","sentiment_score":-0.09363379743364122},{"text":"I checked on your account, and the settlement has not been processed yet.","start":23.095,"end":27.175,"sentiment":"neutral","sentiment_score":-0.2406035833633863}],"sentiment":"neutral","sentiment_score":-0.09174595311140785,"channel":0,"num_words":39,"start":13.254999,"end":27.175},{"sentences":[{"text":"So I'm just following up if you experienced an error or issue while making the payment online.","start":27.175,"end":32.809998,"sentiment":"neutral","sentiment_score":-0.2321547418832779},{"text":"If you received this message and need further assistance and if the payment has been made, please disregard this voice mail.","start":33.27,"end":42.01,"sentiment":"neutral","sentiment_score":-0.21842312599931443},{"text":"Or if you need further assistance, please don't hesitate to call us, and we'll be more than happy to assist.","start":42.62294,"end":47.10294,"sentiment":"neutral","sentiment_score":0.1343187527731061},{"text":"Thank you so much, and have a great day.","start":47.10294,"end":48.862938,"sentiment":"positive","sentiment_score":0.6635480655564202},{"text":"Goodbye for now.","start":48.862938,"end":49.92294,"sentiment":"neutral","sentiment_score":0.05921332538127899}],"sentiment":"neutral","sentiment_score":0.0043204480516059055,"channel":0,"num_words":70,"start":27.175,"end":49.92294}]},"summary":{"result":"success","short":"An agent from Airtel is calling Rochelle to follow up on her settlement date, which has not yet been processed. The agent asks if Rochelle experienced an error or issue while making the payment online and offers assistance if needed. The agent also informs Rochelle that she will receive a call back if she needs further assistance."},"intents":{"segments":[{"text":"Hello, Rochelle. My name is Mary, and I'm calling from Airtel. I'm just following up with your... With the promised settlement date that was scheduled yesterday. I checked on your account, and the settlement has not been processed yet.","start_word":28,"end_word":66,"intents":[{"intent":"Follow up on settlement date","confidence_score":0.005909813}]},{"text":"So I'm just following up if you experienced an error or issue while making the payment online.","start_word":67,"end_word":83,"intents":[{"intent":"Resolve payment issue","confidence_score":0.095495194}]},{"text":"Or if you need further assistance, please don't hesitate to call us, and we'll be more than happy to assist.","start_word":105,"end_word":124,"intents":[{"intent":"Provide assistance","confidence_score":0.19012865}]}]},"sentiments":{"segments":[{"text":"Hello. Good Hi. morning, Rochelle. I can't get to the phone right now. I'll get back to you as soon as I can. Have a good day. Bye. Hello, Rochelle. My name is Mary, and I'm calling from Airtel. I'm just following up with your... With the promised settlement date that was scheduled yesterday. I checked on your account, and the settlement has not been processed yet. So I'm just following up if you experienced an error or issue while making the payment online. If you received this message and need further assistance and if the payment has been made, please disregard this voice mail. Or if you need further assistance, please don't hesitate to call us, and we'll be more than happy to assist.","start_word":0,"end_word":124,"sentiment":"neutral","sentiment_score":-0.03576263412833214},{"text":"Thank you so much, and have a great day.","start_word":125,"end_word":133,"sentiment":"positive","sentiment_score":0.6617945432662964},{"text":"Goodbye for now.","start_word":134,"end_word":136,"sentiment":"neutral","sentiment_score":0.06930849701166153}],"average":{"sentiment":"neutral","sentiment_score":0.011862300691150483}}}}