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This is Maddie. I'm calling from SWM Consulting. I was just calling about some advice on development in a floodplain. Developing in a floodplain or flooded area.\n\nOkay. Yeah. All good. And I'm happy to yeah. Provide me more context if you'd like.\n\nI yeah. Yep. Okay. It's it is flood affected, and it was for full development in the flooded area. So I wasn't sure if it'd be best to talk to the planner or the engineer.\n\nOkay. Perfect. Yep. Yeah. Actually, are they yeah.\n\nOkay. Awesome. Okay. Cool. Amazing.\n\nRight. Thank you for that. Perfect. Really appreciate that. 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We kindly ask for respectful communication. Our staff are here to assist you. If the conversation makes our staff feel unsafe, we may be unable to continue with your inquiry. We appreciate your understanding. Please choose from the following options. If you are calling about development applications and town planning matters, please press 1. For waste collection, recycling Your call may be recorded for coaching and quality purposes. If you do not wish to have your call recorded, please advise the officer when they answer your call. Good afternoon. Hornsby Council. Denise speaking. Can I help you? Advice on what? Sorry. Okay. So what are you do you just want some general information? Because you'd have to talk to the duty town planner to get some information in regards to that. We do have what we can give you. Let me just go on to the duty engineer. Just give me one second. Okay. Yeah. Well, we do have, like, some reports you can get from council to determine the extend extent of the flood affection on your property, etcetera. We do like you can get a finance certificate or you can do a q 100 stormwater flow rate. So if that's something that you wanna discuss, you'll be better off to talk to our duty engineer rather than the duty planner. So did you wanna work out if your property is flood affected? K. Okay. Yeah. Talk to the planner because if you already know that, then that's fine. Do you want me to send you the link on our website so you can make an appointment with the planner? You have to book you have to book in to talk to him. Yeah. So I'll send you an SMS. So this page I'm sending you is the town planning page, and all you have to do is scroll down to where it says online booking duty planner. Click on that and follow the prompt, and you'll be able to book yourself in. It's probably too late for today, but you should be able to get in with him tomorrow. You just fill in your details, pick a time, and he'll give you a call to discuss. Okay? No problem. You're welcome. 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We kindly ask for respectful communication. Our staff are here to assist you. If the conversation makes our staff feel unsafe, we may be unable to continue with your inquiry. We appreciate your understanding.\n\nPlease choose from the following options. If you are calling about development applications and town planning matters, please press 1. For waste collection, recycling Your call may be recorded for coaching and quality purposes. If you do not wish to have your call recorded, please advise the officer when they answer your call. Good afternoon.\n\nHornsby Council. Denise speaking. Can I help you? Advice on what? Sorry.\n\nOkay. So what are you do you just want some general information? Because you'd have to talk to the duty town planner to get some information in regards to that. We do have what we can give you. Let me just go on to the duty engineer.\n\nJust give me one second. Okay. Yeah. Well, we do have, like, some reports you can get from council to determine the extend extent of the flood affection on your property, etcetera. We do like you can get a finance certificate or you can do a q 100 stormwater flow rate.\n\nSo if that's something that you wanna discuss, you'll be better off to talk to our duty engineer rather than the duty planner. So did you wanna work out if your property is flood affected? K. Okay. Yeah.\n\nTalk to the planner because if you already know that, then that's fine. Do you want me to send you the link on our website so you can make an appointment with the planner? You have to book you have to book in to talk to him. Yeah. So I'll send you an SMS.\n\nSo this page I'm sending you is the town planning page, and all you have to do is scroll down to where it says online booking duty planner. Click on that and follow the prompt, and you'll be able to book yourself in. It's probably too late for today, but you should be able to get in with him tomorrow. You just fill in your details, pick a time, and he'll give you a call to discuss. Okay?\n\nNo problem. You're welcome. Bye.","paragraphs":[{"sentences":[{"text":"Welcome to Hornsby Shire Council.","start":2.24,"end":4.1,"sentiment":"neutral","sentiment_score":0.21651948094367982},{"text":"We kindly ask for respectful communication.","start":4.56,"end":6.8999996,"sentiment":"neutral","sentiment_score":0.08356651353339355},{"text":"Our staff are here to assist you.","start":7.68,"end":9.54,"sentiment":"neutral","sentiment_score":0.12089058331080846},{"text":"If the conversation makes our staff feel unsafe, we may be unable to continue with your inquiry.","start":9.76,"end":14.675,"sentiment":"negative","sentiment_score":-0.5617823793607599},{"text":"We appreciate your understanding.","start":15.295,"end":16.835,"sentiment":"neutral","sentiment_score":0.13895830139517784}],"sentiment":"neutral","sentiment_score":-0.16831376088353303,"num_words":39,"start":2.24,"end":16.835},{"sentences":[{"text":"Please choose from the following options.","start":17.215,"end":19.075,"sentiment":"neutral","sentiment_score":0.02496604559322198},{"text":"If you are calling about development applications and town planning matters, please press 1.","start":19.535,"end":24.515,"sentiment":"neutral","sentiment_score":0.0012581165480826581},{"text":"For waste collection, recycling Your call may be recorded for coaching and quality purposes.","start":24.869999,"end":30.41,"sentiment":"neutral","sentiment_score":-0.02780521135511143},{"text":"If you do not wish to have your call recorded, please advise the officer when they answer your call.","start":30.949999,"end":36.09,"sentiment":"neutral","sentiment_score":-0.09300253010894123},{"text":"Good afternoon.","start":49.225002,"end":50.045002,"sentiment":"neutral","sentiment_score":0.20958229899406433}],"sentiment":"neutral","sentiment_score":-0.028540845960378647,"num_words":55,"start":17.215,"end":50.045002},{"sentences":[{"text":"Hornsby Council.","start":50.105003,"end":50.985,"sentiment":"neutral","sentiment_score":0.13588586449623108},{"text":"Denise speaking.","start":50.985,"end":51.705,"sentiment":"neutral","sentiment_score":0.11725706979632378},{"text":"Can I help you?","start":51.705,"end":52.71,"sentiment":"neutral","sentiment_score":0.12439524382352829},{"text":"Advice on what?","start":63.269997,"end":63.989998,"sentiment":"neutral","sentiment_score":-0.019276440143585205},{"text":"Sorry.","start":63.989998,"end":64.49,"sentiment":"neutral","sentiment_score":-0.1305873990058899}],"sentiment":"neutral","sentiment_score":0.06795417703688145,"num_words":12,"start":50.105003,"end":64.49},{"sentences":[{"text":"Okay.","start":69.965,"end":70.465,"sentiment":"neutral","sentiment_score":-0.010185716673731804},{"text":"So what are you do you just want some general information?","start":71.805,"end":74.225,"sentiment":"neutral","sentiment_score":-0.012532097033478996},{"text":"Because you'd have to talk to the duty town planner to get some information in regards to that.","start":74.284996,"end":78.36,"sentiment":"neutral","sentiment_score":-0.020092552941706445},{"text":"We do have what we can give you.","start":78.6,"end":80.36,"sentiment":"neutral","sentiment_score":0.15441925264894962},{"text":"Let me just go on to the duty engineer.","start":80.36,"end":82.62,"sentiment":"neutral","sentiment_score":0.04577339688936869}],"sentiment":"neutral","sentiment_score":0.024204465025599968,"num_words":47,"start":69.965,"end":82.62},{"sentences":[{"text":"Just give me one second.","start":83.88,"end":85.18,"sentiment":"neutral","sentiment_score":0.05871795266866684},{"text":"Okay.","start":98.405,"end":98.905,"sentiment":"neutral","sentiment_score":0.15419287979602814},{"text":"Yeah.","start":101.525,"end":101.845,"sentiment":"neutral","sentiment_score":0.11981610208749773},{"text":"Well, we do have, like, some reports you can get from council to determine the extend extent of the flood affection on your property, etcetera.","start":101.845,"end":109.22,"sentiment":"neutral","sentiment_score":0.05225041873753071},{"text":"We do like you can get a finance certificate or you can do a q 100 stormwater flow rate.","start":109.28001,"end":115.3,"sentiment":"neutral","sentiment_score":0.20484763383865356}],"sentiment":"neutral","sentiment_score":0.11305812267842245,"num_words":51,"start":83.88,"end":115.3},{"sentences":[{"text":"So if that's something that you wanna discuss, you'll be better off to talk to our duty engineer rather than the duty planner.","start":116.240005,"end":123.315,"sentiment":"neutral","sentiment_score":-0.09537424892187119},{"text":"So did you wanna work out if your property is flood affected?","start":123.775,"end":127.475006,"sentiment":"neutral","sentiment_score":-0.017493212323946256},{"text":"K.","start":130.575,"end":131.075,"sentiment":"neutral","sentiment_score":-0.04859006404876709},{"text":"Okay.","start":136.46,"end":136.78001,"sentiment":"neutral","sentiment_score":-0.0288296677172184},{"text":"Yeah.","start":136.78001,"end":137.1,"sentiment":"neutral","sentiment_score":-0.005131884478032589}],"sentiment":"neutral","sentiment_score":-0.06542310235090554,"num_words":38,"start":116.240005,"end":137.1},{"sentences":[{"text":"Talk to the planner because if you already know that, then that's fine.","start":137.1,"end":140.70001,"sentiment":"neutral","sentiment_score":0.0694873183965683},{"text":"Do you want me to send you the link on our website so you can make an appointment with the planner?","start":140.70001,"end":144.88,"sentiment":"neutral","sentiment_score":0.08067521843172255},{"text":"You have to book you have to book in to talk to him.","start":147.03499,"end":149.67499,"sentiment":"neutral","sentiment_score":-0.006467514456464694},{"text":"Yeah.","start":149.67499,"end":150.17499,"sentiment":"neutral","sentiment_score":0.060644008219242096},{"text":"So I'll send you an SMS.","start":150.715,"end":152.25499,"sentiment":"neutral","sentiment_score":0.13029539957642555}],"sentiment":"neutral","sentiment_score":0.06214543414750585,"num_words":54,"start":137.1,"end":152.25499},{"sentences":[{"text":"So this page I'm sending you is the town planning page, and all you have to do is scroll down to where it says online booking duty planner.","start":152.635,"end":160.25499,"sentiment":"neutral","sentiment_score":0.21667219192853995},{"text":"Click on that and follow the prompt, and you'll be able to book yourself in.","start":160.73001,"end":163.69,"sentiment":"neutral","sentiment_score":0.2771611258387566},{"text":"It's probably too late for today, but you should be able to get in with him 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welcome.","start":176.03294,"end":176.77293,"sentiment":"positive","sentiment_score":0.6770102977752686},{"text":"Bye.","start":176.83293,"end":177.33293,"sentiment":"positive","sentiment_score":0.4483826160430908}],"sentiment":"positive","sentiment_score":0.6053526401519775,"num_words":5,"start":175.31294,"end":177.33293}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to Hornsby Shire Council. We kindly ask for respectful communication. Our staff are here to assist you. If the conversation makes our staff feel unsafe, we may be unable to continue with your inquiry. We appreciate your understanding.\n\nPlease choose from the following options. If you are calling about development applications and town planning matters, please press 1. For waste collection, recycling Your call may be recorded for coaching and quality purposes. If you do not wish to have your call recorded, please advise the officer when they answer your call. Good afternoon.\n\nHornsby Council. Denise speaking. Can I help you?\n\nChannel 0: Hey, Denise. This is Maddie. I'm calling from SWM Consulting. I was just calling about some advice on development in a floodplain.\n\nChannel 1: Advice on what? Sorry.\n\nChannel 0: Developing in a floodplain or flooded area.\n\nChannel 1: Okay. So what are you do you just want some general information? Because you'd have to talk to the duty town planner to get some information in regards to that. We do have what we can give you. Let me just go on to the duty engineer.\n\nChannel 0: Okay.\n\nChannel 1: Just give me one second.\n\nChannel 0: Yeah. All good. And I'm happy to yeah.\n\nChannel 1: Okay.\n\nChannel 0: Provide me more context if you'd like. I yeah.\n\nChannel 1: Yeah. Well, we do have, like, some reports you can get from council to determine the extend extent of the flood affection on your property, etcetera. We do like you can get a finance certificate or you can do a q 100 stormwater flow rate.\n\nChannel 0: Yep.\n\nChannel 1: So if that's something that you wanna discuss, you'll be better off to talk to our duty engineer rather than the duty planner. So\n\nChannel 0: Okay.\n\nChannel 1: did you wanna work out if your\n\nChannel 0: It's\n\nChannel 1: property is flood affected?\n\nChannel 0: it is flood affected, and it was\n\nChannel 1: K.\n\nChannel 0: for full development in the flooded area. So I wasn't sure if it'd be best to talk to the planner or\n\nChannel 1: Okay.\n\nChannel 0: the engineer.\n\nChannel 1: Yeah. Talk to the planner because if you already\n\nChannel 0: Okay.\n\nChannel 1: know that,\n\nChannel 0: Perfect.\n\nChannel 1: then that's fine. Do you want me to send you the link on our website so you can make an appointment with the planner?\n\nChannel 0: Yep. Yeah.\n\nChannel 1: You\n\nChannel 0: Actually,\n\nChannel 1: have to book\n\nChannel 0: are\n\nChannel 1: you\n\nChannel 0: they\n\nChannel 1: have to\n\nChannel 0: yeah.\n\nChannel 1: book in to talk to him. Yeah. So\n\nChannel 0: Okay.\n\nChannel 1: I'll send you an SMS. So this page I'm\n\nChannel 0: Awesome.\n\nChannel 1: sending you is the town planning page, and all you have to do is scroll down to where it says online booking duty planner. Click on\n\nChannel 0: Okay.\n\nChannel 1: that and\n\nChannel 0: Cool.\n\nChannel 1: follow the prompt, and you'll be able to book yourself in. It's probably too late for today, but you should be able to get in with him tomorrow.\n\nChannel 0: Amazing.\n\nChannel 1: You just\n\nChannel 0: Right.\n\nChannel 1: fill in\n\nChannel 0: Thank\n\nChannel 1: your\n\nChannel 0: you for\n\nChannel 1: details,\n\nChannel 0: that.\n\nChannel 1: pick a time, and he'll give you a call to discuss. Okay?\n\nChannel 0: Perfect. Really appreciate that. Thank you.\n\nChannel 1: No problem. You're welcome. Bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Welcome to Hornsby Shire Council.","start":2.24,"end":4.1,"sentiment":"neutral","sentiment_score":0.21651948094367982},{"text":"We kindly ask for respectful communication.","start":4.56,"end":6.8999996,"sentiment":"neutral","sentiment_score":0.08356651353339355},{"text":"Our staff are here to assist you.","start":7.68,"end":9.54,"sentiment":"neutral","sentiment_score":0.12089058331080846},{"text":"If the conversation makes our staff feel unsafe, we may be unable to continue with your inquiry.","start":9.76,"end":14.675,"sentiment":"negative","sentiment_score":-0.5617823793607599},{"text":"We appreciate your understanding.","start":15.295,"end":16.835,"sentiment":"neutral","sentiment_score":0.13895830139517784}],"sentiment":"neutral","sentiment_score":-0.16831376088353303,"channel":1,"num_words":39,"start":2.24,"end":16.835},{"sentences":[{"text":"Please choose from the following 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Council.","start":50.105003,"end":50.985,"sentiment":"neutral","sentiment_score":0.13588586449623108},{"text":"Denise speaking.","start":50.985,"end":51.705,"sentiment":"neutral","sentiment_score":0.11725706979632378},{"text":"Can I help you?","start":51.705,"end":52.71,"sentiment":"neutral","sentiment_score":0.12439524382352829}],"sentiment":"neutral","sentiment_score":0.12548335548490286,"channel":1,"num_words":8,"start":50.105003,"end":52.71},{"sentences":[{"text":"Hey, Denise.","start":53.65,"end":54.210003,"sentiment":"neutral","sentiment_score":0.05713703669607639},{"text":"This is Maddie.","start":54.210003,"end":55.09,"sentiment":"neutral","sentiment_score":0.07417908062537511},{"text":"I'm calling from SWM Consulting.","start":55.09,"end":57.190002,"sentiment":"neutral","sentiment_score":0.06071688085794449},{"text":"I was just calling about some advice on development in a floodplain.","start":57.97,"end":61.75,"sentiment":"neutral","sentiment_score":0.02807790964531402}],"sentiment":"neutral","sentiment_score":0.04442411978644403,"channel":0,"num_words":22,"start":53.65,"end":61.75},{"sentences":[{"text":"Advice on what?","start":63.269997,"end":63.989998,"sentiment":"neutral","sentiment_score":-0.019276440143585205},{"text":"Sorry.","start":63.989998,"end":64.49,"sentiment":"neutral","sentiment_score":-0.1305873990058899}],"sentiment":"neutral","sentiment_score":-0.04710417985916138,"channel":1,"num_words":4,"start":63.269997,"end":64.49},{"sentences":[{"text":"Developing in a floodplain or flooded area.","start":65.65,"end":68.31,"sentiment":"neutral","sentiment_score":-0.1331054068037442}],"sentiment":"neutral","sentiment_score":-0.1331054068037442,"channel":0,"num_words":7,"start":65.65,"end":68.31},{"sentences":[{"text":"Okay.","start":69.965,"end":70.465,"sentiment":"neutral","sentiment_score":-0.010185716673731804},{"text":"So what are you do you 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The representative informed the customer that they can provide them with reports and financing certificate, but needs to speak to the duty town planner. The customer was advised to book in to speak to the planner and receive a call from the engineer tomorrow."},"intents":{"segments":[{"text":"We kindly ask for respectful communication. Our staff are here to assist you. If the conversation makes our staff feel unsafe, we may be unable to continue with your inquiry. We appreciate your understanding.","start_word":5,"end_word":38,"intents":[{"intent":"Assist with communication","confidence_score":0.14693803}]},{"text":"If you do not wish to have your call recorded, please advise the officer when they answer your call. Good afternoon.","start_word":73,"end_word":93,"intents":[{"intent":"Have calls recorded","confidence_score":0.000027130956}]},{"text":"Hey, Denise. This is Maddie. I'm calling from SWM Consulting. I was just calling about some advice on development in a floodplain. Advice on what?","start_word":102,"end_word":126,"intents":[{"intent":"Discuss flooding in a floodplain","confidence_score":0.000039372688}]},{"text":"So what are you do you just want some general information?","start_word":136,"end_word":146,"intents":[{"intent":"Get general information","confidence_score":0.53505516}]},{"text":"Provide me more context if you'd like. I yeah.","start_word":197,"end_word":205,"intents":[{"intent":"Get context","confidence_score":0.22972612}]},{"text":"Well, we do have, like, some reports you can get from council to determine the extend extent of the flood affection on your property, etcetera.","start_word":207,"end_word":231,"intents":[{"intent":"Determine flood affection extend","confidence_score":0.047628276}]},{"text":"Do you want me to send you the link on our website so you can make an appointment with the planner?","start_word":337,"end_word":357,"intents":[{"intent":"Schedule appointment with planner","confidence_score":0.075951345}]}]},"sentiments":{"segments":[{"text":"Welcome to Hornsby Shire Council. We kindly ask for respectful communication. 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So what are you do you just want some general information? Because you'd have to talk to the duty town planner to get some information in regards to that. We do have what we can give you. Let me just go on to the duty engineer. Okay. Just give me one second. Yeah.","start_word":35,"end_word":188,"sentiment":"neutral","sentiment_score":0.014258264563977718},{"text":"All good. And I'm happy to yeah.","start_word":189,"end_word":195,"sentiment":"positive","sentiment_score":0.4911237359046936},{"text":"Okay. Provide me more context if you'd like. I yeah. Yeah. Well, we do have, like, some reports you can get from council to determine the extend extent of the flood affection on your property, etcetera. We do like you can get a finance certificate or you can do a q 100 stormwater flow rate. Yep. So if that's something that you wanna discuss, you'll be better off to talk to our duty engineer rather than the duty planner. 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