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I've inquired if there's any option to do the authentication via email or using the authentication app. T Mobile? Yeah. Actually, I don't have a direct access to the phone number that we're using because I'm working remotely, and all we need to use is a Australian phone number. Reason why I've asked, it's better to have the authentication application on my phone. That way, I could receive the code directly with my access anytime. Philippines. Mhmm. Yeah. That's correct. That's the Minicoff phone number. Oh, sure. Thank you so much. I'll be on the line. Yeah. I'm still online. Yeah. I was able to log in. However, it's not all the time because every time I log in on a daily basis, it's asking for a OTP. And Dominico is a ultra busy man, so it's it's not really working like that. Yeah. I tried, but it's only accepting Australian phone number. Mhmm. Mhmm. Okay. Got it. Thank you so much for your help. Or at least I can use a Microsoft Authenticator or Google Authenticator where we can just scan it. And every time I log in to the portal, the code will be generated to that authenticator instead of through text to the Mini Plus phone number. Because that's the one I'm using to all the apps that we're using or tools that's needs for authentication. I'm using the Microsoft authentication app or the Google Authenticator app. Okay. Yeah. 639 12 986 0658. Yes. That is correct. Perfect. Thank you so much. Just really appreciate mhmm. Alright. I'll just wait for your update. Okay? Thank you. You do the same. Sure. Thank you so much. Mhmm. Bye. 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This is Melissa, accounts department of virtual. How may I help you today? I'm good. Thank you for asking.\n\nHow about yourself? Oh, that's correct. I've inquired if there's any option to do the authentication via email or using the authentication app. T Mobile? Yeah.\n\nActually, I don't have a direct access to the phone number that we're using because I'm working remotely, and all we need to use is a Australian phone number. Reason why I've asked, it's better to have the authentication application on my phone. That way, I could receive the code directly with my access anytime. Philippines. Mhmm.\n\nYeah. That's correct. That's the Minicoff phone number. Oh, sure. Thank you so much.\n\nI'll be on the line. Yeah. I'm still online. Yeah. I was able to log in.\n\nHowever, it's not all the time because every time I log in on a daily basis, it's asking for a OTP. And Dominico is a ultra busy man, so it's it's not really working like that. Yeah. I tried, but it's only accepting Australian phone number. Mhmm.\n\nMhmm. Okay. Got it. Thank you so much for your help. Or at least I can use a Microsoft Authenticator or Google Authenticator where we can just scan it.\n\nAnd every time I log in to the portal, the code will be generated to that authenticator instead of through text to the Mini Plus phone number. Because that's the one I'm using to all the apps that we're using or tools that's needs for authentication. I'm using the Microsoft authentication app or the Google Authenticator app. Okay. Yeah.\n\n639 12 986 0658. Yes. That is correct. Perfect. Thank you so much.\n\nJust really appreciate mhmm. Alright. I'll just wait for your update. Okay? Thank you.\n\nYou do the same. Sure. Thank you so much. Mhmm. Bye.\n\nBe safe.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.48,"end":0.71999997,"sentiment":"neutral","sentiment_score":0.0701894760131836},{"text":"This is Melissa, accounts department of virtual.","start":0.71999997,"end":3.6999998,"sentiment":"neutral","sentiment_score":0.09013337429080691},{"text":"How may I help you today?","start":3.76,"end":5.06,"sentiment":"neutral","sentiment_score":0.13083130990465483},{"text":"I'm good.","start":10.48,"end":11.04,"sentiment":"positive","sentiment_score":0.47610196471214294},{"text":"Thank you for asking.","start":11.04,"end":12.179999,"sentiment":"positive","sentiment_score":0.5845445245504379}],"sentiment":"neutral","sentiment_score":0.23882464915513993,"num_words":20,"start":0.48,"end":12.179999},{"sentences":[{"text":"How about yourself?","start":12.24,"end":13.219999,"sentiment":"neutral","sentiment_score":0.2545079042514165},{"text":"Oh, that's 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It's just Nicole calling from Marshall Freeman. How are you? Yeah. I'm pretty good. Thank you. So I'm just calling in response to the email that we received from yourself asking about the two step verification process on the new client portal. Yeah. Yeah. So, unfortunately, we aren't able to use the app. And the reason that they changed it to be a text message is just better security for the information that's being put on the portal. Because with the text message, we know it's, like, going to your phone, whereas, like, with an email, it could go like, someone else could be logged into the email and access it. What was the reason that you didn't like, was the were the codes not coming in, or was the phone number not working? Like, what was the reason that you wanted to change it? Where are you located? In The Philippines. So the phone number that it looks like has been oh, what's that one? Yeah. It looks like the phone number for your user ends in 799. Yeah. Is that whose phone number is that one? Oh, okay. Alrighty. Let me just see what it is I can do for you. Do you mind if I just pop you on hold? Cool. Hi. Are you there? Yep. Perfect. Thank you so much for holding. So what we'll do because you haven't had a chance to log in to the portal yet, have you? It's asking for the code. Yeah. Are you able to go in and change the phone number that's on there to your Philippines number? Because if it's if it has a phone number that's outside of Australia, then it will just trigger the email. I could take two step authentication code to be sent to your email. Oh, okay. That's alright then. So what I'll do, I've just gotta grab all the details from you. And then just at the moment, the admin side of the portal is down. I think they're doing some work on it. So my manager will update those details as soon as she's able to. And then if we add your Philippines phone number, it will just trigger the account to send it via email. That's okay. It's it's the system's just not able to do that, unfortunately. So I will I'll get the phone number from you. What was the contact number? Mhmm. Mhmm. Yep. 0658. So I'm just gonna repeat that again. So 639129860658. Perfect. No problem. I will leave this for her to amend in the system as soon as she's got the access too. Cool. That's okay. No problem. That's all good. Alrighty. Have a good day. Yep. Yep. I'll I'll send you an email. Okay. Thank you. 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Melissa. It's just Nicole calling from Marshall Freeman. How are you? Yeah. I'm pretty good.\n\nThank you. So I'm just calling in response to the email that we received from yourself asking about the two step verification process on the new client portal. Yeah. Yeah. So, unfortunately, we aren't able to use the app.\n\nAnd the reason that they changed it to be a text message is just better security for the information that's being put on the portal. Because with the text message, we know it's, like, going to your phone, whereas, like, with an email, it could go like, someone else could be logged into the email and access it. What was the reason that you didn't like, was the were the codes not coming in, or was the phone number not working? Like, what was the reason that you wanted to change it? Where are you located?\n\nIn The Philippines. So the phone number that it looks like has been oh, what's that one? Yeah. It looks like the phone number for your user ends in 799. Yeah.\n\nIs that whose phone number is that one? Oh, okay. Alrighty. Let me just see what it is I can do for you. Do you mind if I just pop you on hold?\n\nCool. Hi. Are you there? Yep. Perfect.\n\nThank you so much for holding. So what we'll do because you haven't had a chance to log in to the portal yet, have you? It's asking for the code. Yeah. Are you able to go in and change the phone number that's on there to your Philippines number?\n\nBecause if it's if it has a phone number that's outside of Australia, then it will just trigger the email. I could take two step authentication code to be sent to your email. Oh, okay. That's alright then. So what I'll do, I've just gotta grab all the details from you.\n\nAnd then just at the moment, the admin side of the portal is down. I think they're doing some work on it. So my manager will update those details as soon as she's able to. And then if we add your Philippines phone number, it will just trigger the account to send it via email. That's okay.\n\nIt's it's the system's just not able to do that, unfortunately. So I will I'll get the phone number from you. What was the contact number? Mhmm. Mhmm.\n\nYep. 0658. So I'm just gonna repeat that again. So 639129860658. Perfect.\n\nNo problem. I will leave this for her to amend in the system as soon as she's got the access too. Cool. That's okay. No problem.\n\nThat's all good. Alrighty. Have a good day. Yep. Yep.\n\nI'll I'll send you an email. Okay. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Melissa.","start":5.3599997,"end":6.08,"sentiment":"neutral","sentiment_score":0.09122641757130623},{"text":"It's just Nicole calling from Marshall Freeman.","start":6.08,"end":8.34,"sentiment":"neutral","sentiment_score":0.12603125401905604},{"text":"How are you?","start":8.4,"end":9.22,"sentiment":"neutral","sentiment_score":0.14569714665412903},{"text":"Yeah.","start":13.759999,"end":14.0,"sentiment":"neutral","sentiment_score":0.33210068941116333},{"text":"I'm pretty good.","start":14.0,"end":14.639999,"sentiment":"positive","sentiment_score":0.5180845856666565}],"sentiment":"neutral","sentiment_score":0.2117573437280953,"num_words":16,"start":5.3599997,"end":14.639999},{"sentences":[{"text":"Thank you.","start":14.639999,"end":15.38,"sentiment":"positive","sentiment_score":0.6183845400810242},{"text":"So I'm just calling in response to the email that we received from yourself asking about the two step verification process on the new client portal.","start":16.025,"end":26.125,"sentiment":"neutral","sentiment_score":0.09811846467737968},{"text":"Yeah.","start":39.190002,"end":39.67,"sentiment":"neutral","sentiment_score":0.009459206834435465},{"text":"Yeah.","start":39.67,"end":40.17,"sentiment":"neutral","sentiment_score":-0.002923996187746525},{"text":"So, unfortunately, we aren't able to use the app.","start":40.95,"end":44.965,"sentiment":"neutral","sentiment_score":-0.3016086667776108}],"sentiment":"neutral","sentiment_score":0.027689906959541332,"num_words":39,"start":14.639999,"end":44.965},{"sentences":[{"text":"And the reason that they changed it to be a text message is just better security for the information that's being put on the portal.","start":44.965,"end":53.465,"sentiment":"neutral","sentiment_score":-0.2503279227018356},{"text":"Because with the text message, we know it's, like, going to your phone, whereas, like, with an email, it could go like, someone else could be logged into the email and 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you.","start":129.86499,"end":133.325,"sentiment":"neutral","sentiment_score":0.15540152539809546},{"text":"Do you mind if I just pop you on hold?","start":133.385,"end":135.325,"sentiment":"neutral","sentiment_score":0.06716943494975566}],"sentiment":"neutral","sentiment_score":0.09180063721864964,"num_words":33,"start":119.42,"end":135.325},{"sentences":[{"text":"Cool.","start":139.145,"end":139.645,"sentiment":"positive","sentiment_score":0.34204769134521484},{"text":"Hi.","start":439.165,"end":439.405,"sentiment":"neutral","sentiment_score":0.1129181906580925},{"text":"Are you there?","start":439.405,"end":440.14502,"sentiment":"neutral","sentiment_score":0.07972671464085579},{"text":"Yep.","start":442.445,"end":442.765,"sentiment":"neutral","sentiment_score":0.17876778542995453},{"text":"Perfect.","start":442.765,"end":443.165,"sentiment":"positive","sentiment_score":0.47817379236221313}],"sentiment":"neutral","sentiment_score":0.19301251481686318,"num_words":7,"start":139.145,"end":443.165},{"sentences":[{"text":"Thank you so much for holding.","start":443.165,"end":444.785,"sentiment":"positive","sentiment_score":0.5433670481046041},{"text":"So what we'll do because you haven't had a chance to log in to the portal yet, have you?","start":445.64502,"end":450.96,"sentiment":"neutral","sentiment_score":0.04381799212607898},{"text":"It's asking for the code.","start":460.72,"end":462.41998,"sentiment":"neutral","sentiment_score":-0.17695206105709077},{"text":"Yeah.","start":470.05502,"end":470.55502,"sentiment":"neutral","sentiment_score":-0.0995260924100876},{"text":"Are you able to go in and change the phone number that's on there to your Philippines number?","start":471.095,"end":479.195,"sentiment":"neutral","sentiment_score":-0.040087351472013526}],"sentiment":"neutral","sentiment_score":0.04871194724145592,"num_words":49,"start":443.165,"end":479.195},{"sentences":[{"text":"Because if it's if it has a phone number that's outside of Australia, then it will just trigger the email.","start":479.62,"end":487.53998,"sentiment":"neutral","sentiment_score":-0.04918491635471582},{"text":"I could take two step authentication code to be sent to your email.","start":487.53998,"end":491.88,"sentiment":"neutral","sentiment_score":-0.023156594198483687},{"text":"Oh, okay.","start":502.345,"end":502.825,"sentiment":"neutral","sentiment_score":-0.06404594704508781},{"text":"That's alright then.","start":502.825,"end":503.625,"sentiment":"neutral","sentiment_score":-0.0007037029912074407},{"text":"So what I'll do, I've just gotta grab all the details from you.","start":503.625,"end":506.82,"sentiment":"neutral","sentiment_score":-0.0045067242910870565}],"sentiment":"neutral","sentiment_score":-0.02889263667691243,"num_words":51,"start":479.62,"end":506.82},{"sentences":[{"text":"And then just at the moment, the admin side of the portal is down.","start":506.98,"end":511.78,"sentiment":"neutral","sentiment_score":-0.11351355857082776},{"text":"I think they're doing some work on it.","start":511.78,"end":513.54,"sentiment":"neutral","sentiment_score":-0.08379506785422564},{"text":"So my manager will update those details as soon as she's able to.","start":513.54,"end":518.52,"sentiment":"neutral","sentiment_score":0.02222590807538766},{"text":"And then if we add your Philippines phone number, it will just trigger the account to send it via email.","start":518.82,"end":525.825,"sentiment":"neutral","sentiment_score":0.026194130023941397},{"text":"That's okay.","start":531.005,"end":531.825,"sentiment":"neutral","sentiment_score":0.16193103790283203}],"sentiment":"neutral","sentiment_score":-0.019699454062471266,"num_words":57,"start":506.98,"end":531.825},{"sentences":[{"text":"It's it's the system's just not able to do that, unfortunately.","start":564.16003,"end":567.62,"sentiment":"neutral","sentiment_score":-0.15590953691439194},{"text":"So I will I'll get the phone number from you.","start":568.72003,"end":574.0,"sentiment":"neutral","sentiment_score":0.003960432950407267},{"text":"What was the contact number?","start":574.0,"end":576.02,"sentiment":"neutral","sentiment_score":0.004307722114026547},{"text":"Mhmm.","start":580.265,"end":580.765,"sentiment":"neutral","sentiment_score":0.0029706028290092945},{"text":"Mhmm.","start":583.065,"end":583.565,"sentiment":"neutral","sentiment_score":0.002867338480427861}],"sentiment":"neutral","sentiment_score":-0.05885800088123817,"num_words":28,"start":564.16003,"end":583.565},{"sentences":[{"text":"Yep.","start":586.105,"end":586.605,"sentiment":"neutral","sentiment_score":0.003407202661037445},{"text":"0658.","start":590.34503,"end":593.63,"sentiment":"neutral","sentiment_score":0.0029408521950244904},{"text":"So I'm just gonna repeat that again.","start":593.63,"end":595.07,"sentiment":"neutral","sentiment_score":0.006378692973937307},{"text":"So 639129860658.","start":595.07,"end":602.85004,"sentiment":"neutral","sentiment_score":0.01027225609868765},{"text":"Perfect.","start":604.34503,"end":604.84503,"sentiment":"positive","sentiment_score":0.3747420310974121}],"sentiment":"neutral","sentiment_score":0.037190454080700874,"num_words":12,"start":586.105,"end":604.84503},{"sentences":[{"text":"No problem.","start":605.145,"end":605.78503,"sentiment":"neutral","sentiment_score":0.255234494805336},{"text":"I will leave this for her to amend in the system as soon as she's got the access too.","start":605.78503,"end":611.24506,"sentiment":"neutral","sentiment_score":0.10085070956694453},{"text":"Cool.","start":613.22504,"end":613.72504,"sentiment":"positive","sentiment_score":0.4574295282363891},{"text":"That's okay.","start":614.265,"end":615.065,"sentiment":"neutral","sentiment_score":0.30560848116874695},{"text":"No problem.","start":615.065,"end":615.86505,"sentiment":"neutral","sentiment_score":0.28341174125671387}],"sentiment":"neutral","sentiment_score":0.15623470940268958,"num_words":26,"start":605.145,"end":615.86505},{"sentences":[{"text":"That's all good.","start":615.86505,"end":616.74,"sentiment":"positive","sentiment_score":0.41380082567532855},{"text":"Alrighty.","start":618.89996,"end":619.39996,"sentiment":"neutral","sentiment_score":0.2595807611942291},{"text":"Have a good day.","start":619.45996,"end":620.36,"sentiment":"positive","sentiment_score":0.3730935603380203},{"text":"Yep.","start":622.02,"end":622.33997,"sentiment":"neutral","sentiment_score":0.09719689935445786},{"text":"Yep.","start":622.33997,"end":622.66,"sentiment":"neutral","sentiment_score":0.07983843982219696}],"sentiment":"neutral","sentiment_score":0.3170392818748951,"num_words":10,"start":615.86505,"end":622.66},{"sentences":[{"text":"I'll I'll send you an email.","start":622.66,"end":624.76,"sentiment":"neutral","sentiment_score":0.11310701196392377},{"text":"Okay.","start":626.18,"end":626.66,"sentiment":"neutral","sentiment_score":0.2855660319328308},{"text":"Thank you.","start":626.66,"end":627.38,"sentiment":"positive","sentiment_score":0.3871120661497116},{"text":"Bye.","start":627.38,"end":627.88,"sentiment":"neutral","sentiment_score":0.14787408709526062}],"sentiment":"neutral","sentiment_score":0.18863063231110572,"num_words":10,"start":622.66,"end":627.88}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. This is Melissa, accounts department of virtual. How may I help you today?\n\nChannel 1: Hi, Melissa. It's just Nicole calling from Marshall Freeman. How are you?\n\nChannel 0: I'm good. Thank you for asking. How about yourself?\n\nChannel 1: Yeah. I'm pretty good. Thank you. So I'm just calling in response to the email that we received from yourself asking about the two step verification process on the new client portal.\n\nChannel 0: Oh, that's correct. I've inquired if there's any option to do the authentication via email or using the authentication app.\n\nChannel 1: Yeah.\n\nChannel 0: T\n\nChannel 1: Yeah.\n\nChannel 0: Mobile?\n\nChannel 1: So, unfortunately, we aren't able to use the app. And the reason that they changed it to be a text message is just better security for the information that's being put on the portal. Because with the text message, we know it's, like, going to your phone, whereas, like, with an email, it could go like, someone else could be logged into the email and access it. What was the reason that you didn't like, was the were the codes not coming in, or was the phone number not working? Like, what was the reason that you wanted to change it?\n\nChannel 0: Yeah. Actually, I don't have a direct access to the phone number that we're using because I'm working remotely, and all we need to use is a Australian phone number. Reason why I've asked, it's better to have the authentication application on my phone. That way, I could receive the code directly with my access anytime.\n\nChannel 1: Where are you located?\n\nChannel 0: Philippines.\n\nChannel 1: In The Philippines. So the phone number that it looks like has been oh, what's that one? Yeah. It looks like the phone number for your user ends in 799. Yeah.\n\nChannel 0: Mhmm. Yeah.\n\nChannel 1: Is\n\nChannel 0: That's\n\nChannel 1: that\n\nChannel 0: correct.\n\nChannel 1: whose phone number is that one?\n\nChannel 0: That's the Minicoff phone number.\n\nChannel 1: Oh, okay. Alrighty. Let me just see what it is I can do for you. Do you mind if I just pop you on hold?\n\nChannel 0: Oh, sure. Thank you so much. I'll be on the line.\n\nChannel 1: Cool. Hi. Are you there?\n\nChannel 0: Yeah. I'm still online.\n\nChannel 1: Yep. Perfect. Thank you so much for holding. So what we'll do because you haven't had a chance to log in to the portal yet, have you?\n\nChannel 0: Yeah. I was able to log in. However, it's not all the time because every time I log in on a daily basis, it's asking\n\nChannel 1: It's asking\n\nChannel 0: for a\n\nChannel 1: for the code.\n\nChannel 0: OTP. And Dominico is a ultra busy man, so it's it's not really working like\n\nChannel 1: Yeah. Are you able to go in and change the phone number that's on there to your\n\nChannel 0: that.\n\nChannel 1: Philippines number? Because if it's if it has a phone number that's outside of Australia, then it will just trigger the email. I could take two step authentication code to be sent to your email.\n\nChannel 0: Yeah. I tried, but it's only accepting Australian phone number.\n\nChannel 1: Oh, okay. That's alright then. So what I'll do, I've just gotta grab all the details from you. And then just at the moment, the admin side of the portal is down. I think they're doing some work on it.\n\nSo my\n\nChannel 0: Mhmm.\n\nChannel 1: manager will update those details as soon as she's able to. And then if\n\nChannel 0: Mhmm.\n\nChannel 1: we add your Philippines phone number, it will just trigger the account to send it via email.\n\nChannel 0: Okay. Got it. Thank you so much for your help. Or\n\nChannel 1: That's\n\nChannel 0: at least\n\nChannel 1: okay.\n\nChannel 0: I can use a Microsoft Authenticator or Google Authenticator where we can just scan it. And every time I log in to the portal, the code will be generated to that authenticator instead of through text to the Mini Plus phone number. Because that's the one I'm using to all the apps that we're using or tools that's needs for authentication. I'm using the Microsoft authentication app or the Google Authenticator app.\n\nChannel 1: It's it's the system's just not able to do that, unfortunately. So I will\n\nChannel 0: Okay.\n\nChannel 1: I'll get the phone number from you. What was the contact number?\n\nChannel 0: Yeah. 639\n\nChannel 1: Mhmm.\n\nChannel 0: 12\n\nChannel 1: Mhmm.\n\nChannel 0: 986\n\nChannel 1: Yep.\n\nChannel 0: 0658.\n\nChannel 1: 0658. So I'm just gonna repeat that again. So 639129860658.\n\nChannel 0: Yes. That is correct.\n\nChannel 1: Perfect. No problem. I will leave this for her to amend in the system as soon as she's got the access too.\n\nChannel 0: Perfect. Thank you\n\nChannel 1: Cool.\n\nChannel 0: so much. Just\n\nChannel 1: That's\n\nChannel 0: really\n\nChannel 1: okay.\n\nChannel 0: appreciate\n\nChannel 1: No problem.\n\nChannel 0: mhmm.\n\nChannel 1: That's all good.\n\nChannel 0: Alright.\n\nChannel 1: Alrighty. Have\n\nChannel 0: I'll\n\nChannel 1: a\n\nChannel 0: just\n\nChannel 1: good day.\n\nChannel 0: wait for your update. Okay? Thank you.\n\nChannel 1: Yep.\n\nChannel 0: You\n\nChannel 1: Yep.\n\nChannel 0: do the same.\n\nChannel 1: I'll I'll send you an email.\n\nChannel 0: Sure. Thank you so\n\nChannel 1: Okay.\n\nChannel 0: much.\n\nChannel 1: Thank you. Bye.\n\nChannel 0: Mhmm. Bye. Be safe.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.48,"end":0.71999997,"sentiment":"neutral","sentiment_score":0.0701894760131836},{"text":"This is Melissa, accounts department of virtual.","start":0.71999997,"end":3.6999998,"sentiment":"neutral","sentiment_score":0.09013337429080691},{"text":"How may I help you today?","start":3.76,"end":5.06,"sentiment":"neutral","sentiment_score":0.13083130990465483}],"sentiment":"neutral","sentiment_score":0.10615078253405434,"channel":0,"num_words":14,"start":0.48,"end":5.06},{"sentences":[{"text":"Hi, Melissa.","start":5.3599997,"end":6.08,"sentiment":"neutral","sentiment_score":0.09122641757130623},{"text":"It's just Nicole calling from Marshall Freeman.","start":6.08,"end":8.34,"sentiment":"neutral","sentiment_score":0.12603125401905604},{"text":"How are you?","start":8.4,"end":9.22,"sentiment":"neutral","sentiment_score":0.14569714665412903}],"sentiment":"neutral","sentiment_score":0.12514692110319933,"channel":1,"num_words":12,"start":5.3599997,"end":9.22},{"sentences":[{"text":"I'm good.","start":10.48,"end":11.04,"sentiment":"positive","sentiment_score":0.47610196471214294},{"text":"Thank you for asking.","start":11.04,"end":12.179999,"sentiment":"positive","sentiment_score":0.5845445245504379},{"text":"How about yourself?","start":12.24,"end":13.219999,"sentiment":"neutral","sentiment_score":0.2545079042514165}],"sentiment":"positive","sentiment_score":0.45043397115336525,"channel":0,"num_words":9,"start":10.48,"end":13.219999},{"sentences":[{"text":"Yeah.","start":13.759999,"end":14.0,"sentiment":"neutral","sentiment_score":0.33210068941116333},{"text":"I'm pretty good.","start":14.0,"end":14.639999,"sentiment":"positive","sentiment_score":0.5180845856666565},{"text":"Thank you.","start":14.639999,"end":15.38,"sentiment":"positive","sentiment_score":0.6183845400810242},{"text":"So I'm just calling in response to the email that we received from yourself asking about the two step verification process on the new client portal.","start":16.025,"end":26.125,"sentiment":"neutral","sentiment_score":0.09811846467737968}],"sentiment":"neutral","sentiment_score":0.1773188627557829,"channel":1,"num_words":32,"start":13.759999,"end":26.125},{"sentences":[{"text":"Oh, that's correct.","start":28.83,"end":30.05,"sentiment":"neutral","sentiment_score":0.08450781305631001},{"text":"I've inquired if there's any option to do the authentication via email or using the authentication app.","start":30.11,"end":38.45,"sentiment":"neutral","sentiment_score":0.0463231419596602}],"sentiment":"neutral","sentiment_score":0.05205084262415767,"channel":0,"num_words":20,"start":28.83,"end":38.45},{"sentences":[{"text":"Yeah.","start":39.190002,"end":39.67,"sentiment":"neutral","sentiment_score":0.009459206834435465}],"sentiment":"neutral","sentiment_score":0.009459206834435465,"channel":1,"num_words":1,"start":39.190002,"end":39.67},{"sentences":[{"text":"T","start":39.629997,"end":39.87,"sentiment":"neutral","sentiment_score":0.0007742196321487427}],"sentiment":"neutral","sentiment_score":0.0007742196321487427,"channel":0,"num_words":1,"start":39.629997,"end":39.87},{"sentences":[{"text":"Yeah.","start":39.67,"end":40.17,"sentiment":"neutral","sentiment_score":-0.002923996187746525}],"sentiment":"neutral","sentiment_score":-0.002923996187746525,"channel":1,"num_words":1,"start":39.67,"end":40.17},{"sentences":[{"text":"Mobile?","start":39.87,"end":40.37,"sentiment":"neutral","sentiment_score":-0.011582429520785809}],"sentiment":"neutral","sentiment_score":-0.011582429520785809,"channel":0,"num_words":1,"start":39.87,"end":40.37},{"sentences":[{"text":"So, unfortunately, we aren't able to use the app.","start":40.95,"end":44.965,"sentiment":"neutral","sentiment_score":-0.3016086667776108},{"text":"And the reason that they changed it to be a text message is just better security for the information that's being put on the portal.","start":44.965,"end":53.465,"sentiment":"neutral","sentiment_score":-0.2503279227018356},{"text":"Because with the text message, we know it's, like, going to your phone, whereas, like, with an email, it could go like, someone else could be logged into the email and access it.","start":54.245,"end":64.12,"sentiment":"neutral","sentiment_score":-0.2482806412559567},{"text":"What was the reason that you didn't like, was the were the codes not coming in, or was the phone number not working?","start":64.12,"end":70.2,"sentiment":"neutral","sentiment_score":-0.2134359712186067},{"text":"Like, what was the reason that you wanted to change 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anytime.","start":95.049995,"end":99.63,"sentiment":"neutral","sentiment_score":-0.0036414305989940963}],"sentiment":"neutral","sentiment_score":-0.1265704448867057,"channel":0,"num_words":56,"start":74.325,"end":99.63},{"sentences":[{"text":"Where are you located?","start":101.015,"end":102.475,"sentiment":"neutral","sentiment_score":-0.03103793365880847}],"sentiment":"neutral","sentiment_score":-0.03103793365880847,"channel":1,"num_words":4,"start":101.015,"end":102.475},{"sentences":[{"text":"Philippines.","start":102.145004,"end":102.645004,"sentiment":"neutral","sentiment_score":-0.025532983243465424}],"sentiment":"neutral","sentiment_score":-0.025532983243465424,"channel":0,"num_words":1,"start":102.145004,"end":102.645004},{"sentences":[{"text":"In The Philippines.","start":105.735,"end":106.715004,"sentiment":"neutral","sentiment_score":-0.025091473013162613},{"text":"So the phone number that it looks like has been oh, what's that one?","start":107.575005,"end":112.635,"sentiment":"neutral","sentiment_score":-0.04286255155290876},{"text":"Yeah.","start":113.34,"end":113.46,"sentiment":"neutral","sentiment_score":-0.02304801717400551},{"text":"It looks like the phone number for your user ends in 799.","start":113.46,"end":117.36,"sentiment":"neutral","sentiment_score":0.011817630690832933},{"text":"Yeah.","start":119.1,"end":119.42,"sentiment":"neutral","sentiment_score":0.017311299219727516}],"sentiment":"neutral","sentiment_score":-0.01739597711111269,"channel":1,"num_words":31,"start":105.735,"end":119.42},{"sentences":[{"text":"Mhmm.","start":119.25,"end":119.409996,"sentiment":"neutral","sentiment_score":0.01342620514333248},{"text":"Yeah.","start":119.409996,"end":119.649994,"sentiment":"neutral","sentiment_score":0.019072264432907104}],"sentiment":"neutral","sentiment_score":0.016249234788119793,"channel":0,"num_words":2,"start":119.25,"end":119.649994},{"sentences":[{"text":"Is","start":119.42,"end":119.659996,"sentiment":"neutral","sentiment_score":0.01460770796984434}],"sentiment":"neutral","sentiment_score":0.01460770796984434,"channel":1,"num_words":1,"start":119.42,"end":119.659996},{"sentences":[{"text":"That's","start":119.649994,"end":120.13,"sentiment":"neutral","sentiment_score":0.03735179826617241}],"sentiment":"neutral","sentiment_score":0.03735179826617241,"channel":0,"num_words":1,"start":119.649994,"end":120.13},{"sentences":[{"text":"that","start":119.659996,"end":120.159996,"sentiment":"neutral","sentiment_score":0.05587359517812729}],"sentiment":"neutral","sentiment_score":0.05587359517812729,"channel":1,"num_words":1,"start":119.659996,"end":120.159996},{"sentences":[{"text":"correct.","start":120.13,"end":120.63,"sentiment":"neutral","sentiment_score":0.041162967681884766}],"sentiment":"neutral","sentiment_score":0.041162967681884766,"channel":0,"num_words":1,"start":120.13,"end":120.63},{"sentences":[{"text":"whose phone number is that one?","start":121.259995,"end":122.96,"sentiment":"neutral","sentiment_score":0.009447713304931918}],"sentiment":"neutral","sentiment_score":0.009447713304931918,"channel":1,"num_words":6,"start":121.259995,"end":122.96},{"sentences":[{"text":"That's the Minicoff phone number.","start":123.649994,"end":125.67,"sentiment":"neutral","sentiment_score":0.016197759844362735}],"sentiment":"neutral","sentiment_score":0.016197759844362735,"channel":0,"num_words":5,"start":123.649994,"end":125.67},{"sentences":[{"text":"Oh, okay.","start":126.825,"end":127.805,"sentiment":"neutral","sentiment_score":0.10404008626937866},{"text":"Alrighty.","start":128.985,"end":129.485,"sentiment":"neutral","sentiment_score":0.1576606184244156},{"text":"Let me just see what it is I can do for you.","start":129.86499,"end":133.325,"sentiment":"neutral","sentiment_score":0.15540152539809546},{"text":"Do you mind if I just pop you on 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you.","start":626.66,"end":627.38,"sentiment":"positive","sentiment_score":0.3871120661497116},{"text":"Bye.","start":627.38,"end":627.88,"sentiment":"neutral","sentiment_score":0.14787408709526062}],"sentiment":"neutral","sentiment_score":0.3073660731315613,"channel":1,"num_words":3,"start":626.66,"end":627.88},{"sentences":[{"text":"Mhmm.","start":627.85504,"end":628.35504,"sentiment":"neutral","sentiment_score":0.03564894199371338},{"text":"Bye.","start":628.41504,"end":628.73505,"sentiment":"neutral","sentiment_score":0.13803154230117798},{"text":"Be safe.","start":628.73505,"end":629.47504,"sentiment":"neutral","sentiment_score":0.05664941668510437}],"sentiment":"neutral","sentiment_score":0.07174482941627502,"channel":0,"num_words":4,"start":627.85504,"end":629.47504}]},"summary":{"result":"success","short":"The customer, Nicole, calls the virtual account department of Marshall Freeman to inquire about the two step verification process on their new client portal. The representative, Melissa, explains that they cannot use the app due to security concerns and suggests using a text message instead. They also discuss changing the phone number on the account and the admin side of the portal. The call ends with the representative sending an email to the customer and thanking them for their help."},"intents":{"segments":[{"text":"So I'm just calling in response to the email that we received from yourself asking about the two step verification process on the new client portal.","start_word":41,"end_word":66,"intents":[{"intent":"Verify account and send code","confidence_score":0.000022640024}]},{"text":"So what we'll do because you haven't had a chance to log in to the portal yet, have you? Yeah.","start_word":354,"end_word":373,"intents":[{"intent":"Fix portal issue","confidence_score":0.15955465}]},{"text":"manager will update those details as soon as she's able to.","start_word":527,"end_word":537,"intents":[{"intent":"Update details","confidence_score":0.6783875},{"intent":"Update details","confidence_score":0.06477209}]},{"text":"we add your Philippines phone number, it will just trigger the account to send it via email. Okay.","start_word":541,"end_word":558,"intents":[{"intent":"Trigger account","confidence_score":0.2284219}]},{"text":"I'll get the phone number from you. What was the contact number?","start_word":660,"end_word":671,"intents":[{"intent":"Add phone number","confidence_score":0.0020194976},{"intent":"Get phone number","confidence_score":0.4284509}]},{"text":"I'll get the phone number from you. What was the contact number? Yeah.","start_word":660,"end_word":672,"intents":[{"intent":"Verify contact number","confidence_score":0.012549771}]},{"text":"Have I'll a just good day. wait for your update. Okay?","start_word":735,"end_word":745,"intents":[{"intent":"Wait for update","confidence_score":0.1273023}]},{"text":"I'll I'll send you an email. Sure.","start_word":754,"end_word":760,"intents":[{"intent":"Send email","confidence_score":0.90147877}]}]},"sentiments":{"segments":[{"text":"Hi. This is Melissa, accounts department of virtual. How may I help you today? Hi, Melissa. It's just Nicole calling from Marshall Freeman. How are you?","start_word":0,"end_word":25,"sentiment":"neutral","sentiment_score":0.1125609055161476},{"text":"I'm good. Thank you for asking.","start_word":26,"end_word":31,"sentiment":"positive","sentiment_score":0.5275042653083801},{"text":"How about yourself? Yeah.","start_word":32,"end_word":35,"sentiment":"neutral","sentiment_score":0.2947547137737274},{"text":"I'm pretty good. Thank you.","start_word":36,"end_word":40,"sentiment":"positive","sentiment_score":0.544291615486145},{"text":"So I'm just calling in response to the email that we received from yourself asking about the two step verification process on the new client portal. Oh, that's correct. I've inquired if there's any option to do the authentication via email or using the authentication app. Yeah. T Yeah. Mobile? So, unfortunately, we aren't able to use the app. And the reason that they changed it to be a text message is just better security for the information that's being put on the portal. Because with the text message, we know it's, like, going to your phone, whereas, like, with an email, it could go like, someone else could be logged into the email and access it. What was the reason that you didn't like, was the were the codes not coming in, or was the phone number not working? Like, what was the reason that you wanted to change it? Yeah. Actually, I don't have a direct access to the phone number that we're using because I'm working remotely, and all we need to use is a Australian phone number. Reason why I've asked, it's better to have the authentication application on my phone. That way, I could receive the code directly with my access anytime. Where are you located? Philippines. In The Philippines. So the phone number that it looks like has been oh, what's that one? Yeah. It looks like the phone number for your user ends in 799. Yeah. Mhmm. Yeah. Is That's that correct. whose phone number is that one? That's the Minicoff phone number. Oh, okay. Alrighty. Let me just see what it is I can do for you. Do you mind if I just pop you on hold? Oh, sure.","start_word":41,"end_word":327,"sentiment":"neutral","sentiment_score":-0.08540417703082752},{"text":"Thank you so much. I'll be on the line. Cool.","start_word":328,"end_word":337,"sentiment":"positive","sentiment_score":0.481674462556839},{"text":"Hi. Are you there? Yeah. I'm still online. Yep.","start_word":338,"end_word":346,"sentiment":"neutral","sentiment_score":0.09985114634037018},{"text":"Perfect. Thank you so much for holding.","start_word":347,"end_word":353,"sentiment":"positive","sentiment_score":0.5278391242027283},{"text":"So what we'll do because you haven't had a chance to log in to the portal yet, have you? Yeah. I was able to log in. However, it's not all the time because every time I log in on a daily basis, it's asking It's asking for a for the code. OTP. And Dominico is a ultra busy man, so it's it's not really working like Yeah. Are you able to go in and change the phone number that's on there to your that. Philippines number? Because if it's if it has a phone number that's outside of Australia, then it will just trigger the email. I could take two step authentication code to be sent to your email. Yeah. I tried, but it's only accepting Australian phone number. Oh, okay. That's alright then. So what I'll do, I've just gotta grab all the details from you. And then just at the moment, the admin side of the portal is down. I think they're doing some work on it. So my Mhmm. manager will update those details as soon as she's able to. And then if Mhmm. we add your Philippines phone number, it will just trigger the account to send it via email. Okay. Got it.","start_word":354,"end_word":560,"sentiment":"neutral","sentiment_score":-0.05936412390879387},{"text":"Thank you so much for your help.","start_word":561,"end_word":567,"sentiment":"positive","sentiment_score":0.6303679347038269},{"text":"Or That's at least okay. I can use a Microsoft Authenticator or Google Authenticator where we can just scan it. And every time I log in to the portal, the code will be generated to that authenticator instead of through text to the Mini Plus phone number. Because that's the one I'm using to all the apps that we're using or tools that's needs for authentication. I'm using the Microsoft authentication app or the Google Authenticator app. It's it's the system's just not able to do that, unfortunately. So I will Okay. I'll get the phone number from you. What was the contact number? Yeah. 639 Mhmm. 12 Mhmm. 986 Yep. 0658. 0658. So I'm just gonna repeat that again. So 639129860658. Yes. That is correct.","start_word":568,"end_word":693,"sentiment":"neutral","sentiment_score":0.005019945092499256},{"text":"Perfect.","start_word":694,"end_word":694,"sentiment":"positive","sentiment_score":0.3747420310974121},{"text":"No problem. I will leave this for her to amend in the system as soon as she's got the access too.","start_word":695,"end_word":715,"sentiment":"neutral","sentiment_score":0.11887574940919876},{"text":"Perfect. Thank you Cool. so much.","start_word":716,"end_word":721,"sentiment":"positive","sentiment_score":0.4534120559692383},{"text":"Just That's really okay. appreciate No problem. mhmm.","start_word":722,"end_word":729,"sentiment":"neutral","sentiment_score":0.2678565979003906},{"text":"That's all good.","start_word":730,"end_word":732,"sentiment":"positive","sentiment_score":0.40537434816360474},{"text":"Alright. Alrighty.","start_word":733,"end_word":734,"sentiment":"neutral","sentiment_score":0.2634960114955902},{"text":"Have I'll a just good day.","start_word":735,"end_word":740,"sentiment":"positive","sentiment_score":0.3548957109451294},{"text":"wait for your update. Okay? Thank you. Yep. You Yep. do the same. I'll I'll send you an email. Sure. Thank you so Okay.","start_word":741,"end_word":764,"sentiment":"neutral","sentiment_score":0.1656678020954132},{"text":"much. Thank you.","start_word":765,"end_word":767,"sentiment":"positive","sentiment_score":0.3647712171077728},{"text":"Bye. Mhmm. Bye. Be safe.","start_word":768,"end_word":772,"sentiment":"neutral","sentiment_score":0.13120875060558318}],"average":{"sentiment":"neutral","sentiment_score":0.01409591135181142}}}}