{"metadata":{"transaction_key":"deprecated","request_id":"019ec875-fe8b-7cc1-afc3-7d76ed2ad895","sha256":"c47c72933b99163f92132a8aa83d71f9a984421ad98cd5e97f24cec2f010f163","created":"2026-06-14T23:27:17.698Z","duration":24.263937,"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":71,"output_tokens":41},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":87,"output_tokens":87},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":87,"output_tokens":5}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good morning. May I speak with Mark? Mark Hardiman, please? Yeah. This is something about IT. But I'll if he's not available, I'll just send him an email. Alright. Thank you.","confidence":0.99316406,"words":[{"word":"hi","start":3.84,"end":4.0,"confidence":0.61328125,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.2018013447523117},{"word":"good","start":4.0,"end":4.3199997,"confidence":0.52685547,"punctuated_word":"Good","sentiment":"positive","sentiment_score":0.4610943794250488},{"word":"morning","start":4.3199997,"end":4.8199997,"confidence":0.9995117,"punctuated_word":"morning.","sentiment":"neutral","sentiment_score":0.31215131282806396},{"word":"may","start":4.88,"end":5.04,"confidence":0.89501953,"punctuated_word":"May","sentiment":"neutral","sentiment_score":0.14836207032203674},{"word":"i","start":5.04,"end":5.12,"confidence":0.9980469,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.09919440746307372},{"word":"speak","start":5.12,"end":5.3599997,"confidence":0.99902344,"punctuated_word":"speak","sentiment":"neutral","sentiment_score":0.11096295714378356},{"word":"with","start":5.3599997,"end":5.6,"confidence":0.99902344,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.11392611265182497},{"word":"mark","start":5.6,"end":6.1,"confidence":0.77246094,"punctuated_word":"Mark?","sentiment":"neutral","sentiment_score":0.09216991066932678},{"word":"mark","start":6.24,"end":6.64,"confidence":0.9921875,"punctuated_word":"Mark","sentiment":"neutral","sentiment_score":-0.000784863717854023},{"word":"hardiman","start":6.64,"end":7.14,"confidence":0.93033856,"punctuated_word":"Hardiman,","sentiment":"neutral","sentiment_score":-0.006393667310476303},{"word":"please","start":7.2,"end":7.7,"confidence":0.94750977,"punctuated_word":"please?","sentiment":"neutral","sentiment_score":-0.00920561421662569},{"word":"yeah","start":12.0,"end":12.5,"confidence":0.6513672,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.10720939934253693},{"word":"this","start":12.88,"end":13.12,"confidence":0.8964844,"punctuated_word":"This","sentiment":"neutral","sentiment_score":-0.19051241874694824},{"word":"is","start":13.12,"end":13.2,"confidence":0.99316406,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.16289204359054563},{"word":"something","start":13.2,"end":13.7,"confidence":1.0,"punctuated_word":"something","sentiment":"neutral","sentiment_score":-0.16967225074768066},{"word":"about","start":14.0,"end":14.48,"confidence":0.97509766,"punctuated_word":"about","sentiment":"neutral","sentiment_score":-0.18562106788158417},{"word":"it","start":14.48,"end":14.98,"confidence":0.76123047,"punctuated_word":"IT.","sentiment":"neutral","sentiment_score":-0.15885671973228457},{"word":"but","start":15.415,"end":15.575001,"confidence":0.9980469,"punctuated_word":"But","sentiment":"neutral","sentiment_score":-0.11878625303506853},{"word":"i'll","start":15.575001,"end":15.655001,"confidence":0.9477539,"punctuated_word":"I'll","sentiment":"neutral","sentiment_score":-0.0987323746085167},{"word":"if","start":16.055,"end":16.215,"confidence":0.99316406,"punctuated_word":"if","sentiment":"neutral","sentiment_score":-0.1178511083126068},{"word":"he's","start":16.215,"end":16.455,"confidence":0.90112305,"punctuated_word":"he's","sentiment":"neutral","sentiment_score":-0.10564228892326356},{"word":"not","start":16.455,"end":16.695,"confidence":0.99902344,"punctuated_word":"not","sentiment":"neutral","sentiment_score":-0.1257636845111847},{"word":"available","start":16.695,"end":17.175,"confidence":0.9980469,"punctuated_word":"available,","sentiment":"neutral","sentiment_score":-0.1588665246963501},{"word":"i'll","start":17.175,"end":17.335001,"confidence":0.98706055,"punctuated_word":"I'll","sentiment":"neutral","sentiment_score":-0.08396877348423004},{"word":"just","start":17.335001,"end":17.835001,"confidence":0.99316406,"punctuated_word":"just","sentiment":"neutral","sentiment_score":-0.09934206306934357},{"word":"send","start":18.855,"end":19.095001,"confidence":0.96533203,"punctuated_word":"send","sentiment":"neutral","sentiment_score":-0.06220382452011109},{"word":"him","start":19.095001,"end":19.255001,"confidence":0.99902344,"punctuated_word":"him","sentiment":"neutral","sentiment_score":-0.10155336558818816},{"word":"an","start":19.255001,"end":19.415,"confidence":1.0,"punctuated_word":"an","sentiment":"neutral","sentiment_score":-0.05084417387843132},{"word":"email","start":19.415,"end":19.915,"confidence":0.9995117,"punctuated_word":"email.","sentiment":"neutral","sentiment_score":-0.07624374330043793},{"word":"alright","start":21.735,"end":22.135,"confidence":1.0,"punctuated_word":"Alright.","sentiment":"neutral","sentiment_score":0.3328161835670471},{"word":"thank","start":22.135,"end":22.375,"confidence":0.99902344,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.5647328495979309},{"word":"you","start":22.375,"end":22.875,"confidence":0.99902344,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.48651203513145447}],"paragraphs":{"transcript":"\nHi. Good morning. May I speak with Mark? Mark Hardiman, please? Yeah.\n\nThis is something about IT. But I'll if he's not available, I'll just send him an email. Alright. Thank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.84,"end":4.0,"sentiment":"neutral","sentiment_score":0.2018013447523117},{"text":"Good morning.","start":4.0,"end":4.8199997,"sentiment":"positive","sentiment_score":0.3866228461265564},{"text":"May I speak with Mark?","start":4.88,"end":6.1,"sentiment":"neutral","sentiment_score":0.11292309165000916},{"text":"Mark Hardiman, please?","start":6.24,"end":7.7,"sentiment":"neutral","sentiment_score":-0.005461381748318672},{"text":"Yeah.","start":12.0,"end":12.5,"sentiment":"neutral","sentiment_score":-0.10720939934253693}],"sentiment":"neutral","sentiment_score":0.1180057458889981,"num_words":12,"start":3.84,"end":12.5},{"sentences":[{"text":"This is something about IT.","start":12.88,"end":14.98,"sentiment":"neutral","sentiment_score":-0.17351090013980866},{"text":"But I'll if he's not available, I'll just send him an email.","start":15.415,"end":19.915,"sentiment":"neutral","sentiment_score":-0.09998318149397771},{"text":"Alright.","start":21.735,"end":22.135,"sentiment":"neutral","sentiment_score":0.3328161835670471},{"text":"Thank you.","start":22.135,"end":22.875,"sentiment":"positive","sentiment_score":0.5256224423646927}],"sentiment":"neutral","sentiment_score":-0.03416458051651716,"num_words":20,"start":12.88,"end":22.875}]}}]},{"alternatives":[{"transcript":"Alright. And also Vivian speaking. He's currently unavailable. May I ask what it's regarding? Okay. Thank you. Bye.","confidence":0.9921875,"words":[{"word":"alright","start":0.48,"end":0.88,"confidence":0.6791992,"punctuated_word":"Alright.","sentiment":"neutral","sentiment_score":0.1233876571059227},{"word":"and","start":0.88,"end":1.04,"confidence":0.34960938,"punctuated_word":"And","sentiment":"neutral","sentiment_score":0.07305847853422165},{"word":"also","start":1.04,"end":1.28,"confidence":0.13903809,"punctuated_word":"also","sentiment":"neutral","sentiment_score":0.0755586177110672},{"word":"vivian","start":1.28,"end":1.5999999,"confidence":0.85913086,"punctuated_word":"Vivian","sentiment":"neutral","sentiment_score":0.14199624955654144},{"word":"speaking","start":1.5999999,"end":2.1,"confidence":0.9921875,"punctuated_word":"speaking.","sentiment":"neutral","sentiment_score":0.07516695559024811},{"word":"he's","start":7.9199996,"end":8.24,"confidence":0.9128418,"punctuated_word":"He's","sentiment":"neutral","sentiment_score":-0.2827252745628357},{"word":"currently","start":8.24,"end":8.639999,"confidence":0.99902344,"punctuated_word":"currently","sentiment":"neutral","sentiment_score":-0.3157336413860321},{"word":"unavailable","start":8.639999,"end":9.139999,"confidence":1.0,"punctuated_word":"unavailable.","sentiment":"negative","sentiment_score":-0.3662811517715454},{"word":"may","start":9.36,"end":9.5199995,"confidence":1.0,"punctuated_word":"May","sentiment":"neutral","sentiment_score":-0.20237252116203308},{"word":"i","start":9.5199995,"end":9.599999,"confidence":0.99902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.16718687117099762},{"word":"ask","start":9.599999,"end":9.84,"confidence":0.99902344,"punctuated_word":"ask","sentiment":"neutral","sentiment_score":-0.13482065498828888},{"word":"what","start":9.84,"end":9.92,"confidence":0.96240234,"punctuated_word":"what","sentiment":"neutral","sentiment_score":-0.12275732308626176},{"word":"it's","start":9.92,"end":10.08,"confidence":0.53808594,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":-0.10538911819458008},{"word":"regarding","start":10.08,"end":10.58,"confidence":0.99853516,"punctuated_word":"regarding?","sentiment":"neutral","sentiment_score":-0.1325803101062775},{"word":"okay","start":20.055,"end":20.555,"confidence":0.845459,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.14541780948638916},{"word":"thank","start":20.615,"end":20.855,"confidence":0.9951172,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.5408350229263306},{"word":"you","start":20.855,"end":21.355,"confidence":1.0,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.386934757232666},{"word":"bye","start":22.455,"end":22.955,"confidence":0.9785156,"punctuated_word":"Bye.","sentiment":"neutral","sentiment_score":0.1959986686706543}],"paragraphs":{"transcript":"\nAlright. And also Vivian speaking. He's currently unavailable. May I ask what it's regarding? Okay.\n\nThank you. Bye.","paragraphs":[{"sentences":[{"text":"Alright.","start":0.48,"end":0.88,"sentiment":"neutral","sentiment_score":0.1233876571059227},{"text":"And also Vivian speaking.","start":0.88,"end":2.1,"sentiment":"neutral","sentiment_score":0.0914450753480196},{"text":"He's currently unavailable.","start":7.9199996,"end":9.139999,"sentiment":"neutral","sentiment_score":-0.32158002257347107},{"text":"May I ask what it's regarding?","start":9.36,"end":10.58,"sentiment":"neutral","sentiment_score":-0.14418446645140648},{"text":"Okay.","start":20.055,"end":20.555,"sentiment":"neutral","sentiment_score":0.14541780948638916}],"sentiment":"neutral","sentiment_score":-0.0796840732296308,"num_words":15,"start":0.48,"end":20.555},{"sentences":[{"text":"Thank you.","start":20.615,"end":21.355,"sentiment":"positive","sentiment_score":0.4638848900794983},{"text":"Bye.","start":22.455,"end":22.955,"sentiment":"neutral","sentiment_score":0.1959986686706543}],"sentiment":"positive","sentiment_score":0.374589482943217,"num_words":3,"start":20.615,"end":22.955}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Alright. And also Vivian speaking.\n\nChannel 0: Hi. Good morning. May I speak with Mark? Mark Hardiman, please?\n\nChannel 1: He's currently unavailable. May I ask what it's regarding?\n\nChannel 0: Yeah. This is something about IT. But I'll if he's not available, I'll just send him an email.\n\nChannel 1: Okay. Thank you.\n\nChannel 0: Alright. Thank you.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Alright.","start":0.48,"end":0.88,"sentiment":"neutral","sentiment_score":0.1233876571059227},{"text":"And also Vivian speaking.","start":0.88,"end":2.1,"sentiment":"neutral","sentiment_score":0.0914450753480196}],"sentiment":"neutral","sentiment_score":0.09783359169960022,"channel":1,"num_words":5,"start":0.48,"end":2.1},{"sentences":[{"text":"Hi.","start":3.84,"end":4.0,"sentiment":"neutral","sentiment_score":0.2018013447523117},{"text":"Good morning.","start":4.0,"end":4.8199997,"sentiment":"positive","sentiment_score":0.3866228461265564},{"text":"May I speak with Mark?","start":4.88,"end":6.1,"sentiment":"neutral","sentiment_score":0.11292309165000916},{"text":"Mark Hardiman, please?","start":6.24,"end":7.7,"sentiment":"neutral","sentiment_score":-0.005461381748318672}],"sentiment":"neutral","sentiment_score":0.13847985000095583,"channel":0,"num_words":11,"start":3.84,"end":7.7},{"sentences":[{"text":"He's currently unavailable.","start":7.9199996,"end":9.139999,"sentiment":"neutral","sentiment_score":-0.32158002257347107},{"text":"May I ask what it's regarding?","start":9.36,"end":10.58,"sentiment":"neutral","sentiment_score":-0.14418446645140648}],"sentiment":"neutral","sentiment_score":-0.20331631849209467,"channel":1,"num_words":9,"start":7.9199996,"end":10.58},{"sentences":[{"text":"Yeah.","start":12.0,"end":12.5,"sentiment":"neutral","sentiment_score":-0.10720939934253693},{"text":"This is something about IT.","start":12.88,"end":14.98,"sentiment":"neutral","sentiment_score":-0.17351090013980866},{"text":"But I'll if he's not available, I'll just send him an email.","start":15.415,"end":19.915,"sentiment":"neutral","sentiment_score":-0.09998318149397771}],"sentiment":"neutral","sentiment_score":-0.12080900433162849,"channel":0,"num_words":18,"start":12.0,"end":19.915},{"sentences":[{"text":"Okay.","start":20.055,"end":20.555,"sentiment":"neutral","sentiment_score":0.14541780948638916},{"text":"Thank you.","start":20.615,"end":21.355,"sentiment":"positive","sentiment_score":0.4638848900794983}],"sentiment":"positive","sentiment_score":0.3577291965484619,"channel":1,"num_words":3,"start":20.055,"end":21.355},{"sentences":[{"text":"Alright.","start":21.735,"end":22.135,"sentiment":"neutral","sentiment_score":0.3328161835670471},{"text":"Thank you.","start":22.135,"end":22.875,"sentiment":"positive","sentiment_score":0.5256224423646927}],"sentiment":"positive","sentiment_score":0.46135368943214417,"channel":0,"num_words":3,"start":21.735,"end":22.875},{"sentences":[{"text":"Bye.","start":22.455,"end":22.955,"sentiment":"neutral","sentiment_score":0.1959986686706543}],"sentiment":"neutral","sentiment_score":0.1959986686706543,"channel":1,"num_words":1,"start":22.455,"end":22.955}]},"summary":{"result":"success","short":"The customer calls and asks to speak with Mark Hardiman, but he is unavailable. The customer explains it's regarding IT and decides to send an email instead. The agent thanks the customer and ends the call."},"intents":{"segments":[{"text":"May I ask what it's regarding? Yeah.","start_word":19,"end_word":25,"intents":[{"intent":"Ask about it","confidence_score":0.0054796175}]}]},"sentiments":{"segments":[{"text":"Alright. And also Vivian speaking. Hi.","start_word":0,"end_word":5,"sentiment":"neutral","sentiment_score":0.12489211559295654},{"text":"Good morning.","start_word":6,"end_word":7,"sentiment":"positive","sentiment_score":0.3617990016937256},{"text":"May I speak with Mark? Mark Hardiman, please? He's currently unavailable. May I ask what it's regarding? Yeah. This is something about IT. But I'll if he's not available, I'll just send him an email. Okay.","start_word":8,"end_word":43,"sentiment":"neutral","sentiment_score":-0.09463343024253844},{"text":"Thank you.","start_word":44,"end_word":45,"sentiment":"positive","sentiment_score":0.4382348656654358},{"text":"Alright.","start_word":46,"end_word":46,"sentiment":"neutral","sentiment_score":0.3328161835670471},{"text":"Thank you.","start_word":47,"end_word":48,"sentiment":"positive","sentiment_score":0.5125856399536133},{"text":"Bye.","start_word":49,"end_word":49,"sentiment":"neutral","sentiment_score":0.2618280351161957}],"average":{"sentiment":"neutral","sentiment_score":0.017729779769634378}}}}