{"metadata":{"transaction_key":"deprecated","request_id":"f32adce3-aae4-4000-8b7e-771b651fe165","sha256":"ff1d73d2cfc95cbd4af8cb81ac2aaaf5eae98e4c5c1f5b3777f78037e92acdac","created":"2026-03-05T03:11:19.800Z","duration":528.40796,"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":889,"output_tokens":85},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":969,"output_tokens":971},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":969,"output_tokens":18}},"results":{"channels":[{"alternatives":[{"transcript":"Thank you so much for calling your account. How may I help you today? Oh, sure. Nice to have you, Lou. Okay. No worries. I will help help you out. One moment. Okay? Yes. Definitely. I will help you to process your current invoice. And then afterwards, I will help you to set up the direct debit as well. Okay? Because we just recently have this up and running so we could set up this today. Just bear with me. I will pull out your account first. And I'm speaking to miss Ritchie Godkin. Correct? Thank you. Nice to have you on the line. So for your current invoice, it's $79.95. Are you going to use your Visa or your Mastercard? Okay. Thank you. Visa card. Just bear with me. Okay? I just need to wait for this page to load so we can put in your card details. May I have your card number, please? Sure. Thank you. The card expiration date, please? Thank you. Security code, please? 795. Okay. 795. One moment here. Okay, Richie. The payment has been successfully processed. You will receive your payment receipt shortly to your email address. And then, please be on the line. Let me help you to set up the direct debit using your card. Okay? Just bear with me here. And you said earlier you cannot log in to the customer portal? Abbas, you do you have the password and username? Would you like to try to log in while I have you on the line? So moving forward, you will be able to monitor your account as well. I could send you your credentials, your username and password. Then let's see if it's still okay. Sure. Sure. I would be happy to do it for you. One moment. Okay? Yeah. I'm doing it now for you here. Let me check it on my end, okay, if I will be able to help you here. And I understand any error that you're encountering because you know what? Our back end and IT department, it's still under process of some improvement in reference with this one. So one moment. Okay? Because yesterday, it's already been working. But no worries. With the payment, it successfully processed. What I'm doing now is trying to help you to set up the direct debit as you requested. So please be on the line for me. Okay? Thank you so much. Thank you so much for patiently waiting on the line, Richie. I do apologize. I tried to set up the direct debit with the form. However, I'm still also getting an error right now. So here's what I'm going to do. Once this backup and running, I will just call you back to help you set this up. Because yesterday, it's really working, and other customers successfully set up their direct debit. But today, there's still a internal server error. So once it's okay, I will just call you to help you set this up on your account. Okay? You're welcome. You do the same. Please be safe always. Thank you. Bye bye.","confidence":0.9992514,"words":[{"word":"thank","start":0.96,"end":1.1999999,"confidence":0.9957938,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.6605067849159241},{"word":"you","start":1.1999999,"end":1.4399999,"confidence":0.9998276,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.695533812046051},{"word":"so","start":1.4399999,"end":1.5999999,"confidence":0.99932337,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.7261747717857361},{"word":"much","start":1.5999999,"end":2.0,"confidence":0.99991035,"punctuated_word":"much","sentiment":"positive","sentiment_score":0.7180988192558289},{"word":"for","start":2.0,"end":2.24,"confidence":0.99947065,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.6222553253173828},{"word":"calling","start":2.24,"end":2.56,"confidence":0.99847406,"punctuated_word":"calling","sentiment":"positive","sentiment_score":0.6931118965148926},{"word":"your","start":2.56,"end":2.8,"confidence":0.6718643,"punctuated_word":"your","sentiment":"positive","sentiment_score":0.7433651685714722},{"word":"account","start":2.8,"end":3.3,"confidence":0.74332505,"punctuated_word":"account.","sentiment":"positive","sentiment_score":0.756525993347168},{"word":"how","start":3.4399998,"end":3.6,"confidence":0.9995659,"punctuated_word":"How","sentiment":"positive","sentiment_score":0.5844469666481018},{"word":"may","start":3.6,"end":3.84,"confidence":0.99927014,"punctuated_word":"may","sentiment":"positive","sentiment_score":0.6397438645362854},{"word":"i","start":3.84,"end":3.9199998,"confidence":0.9884567,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.6297922134399414},{"word":"help","start":3.9199998,"end":4.16,"confidence":0.9999182,"punctuated_word":"help","sentiment":"positive","sentiment_score":0.5855777859687805},{"word":"you","start":4.16,"end":4.3199997,"confidence":0.9998332,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.612886905670166},{"word":"today","start":4.3199997,"end":4.8199997,"confidence":0.9997437,"punctuated_word":"today?","sentiment":"positive","sentiment_score":0.5323247313499451},{"word":"oh","start":17.195,"end":17.355,"confidence":0.8808514,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":-0.1658003330230713},{"word":"sure","start":17.355,"end":17.675,"confidence":0.9984274,"punctuated_word":"sure.","sentiment":"neutral","sentiment_score":-0.17213572561740875},{"word":"nice","start":17.675,"end":17.915,"confidence":0.99946576,"punctuated_word":"Nice","sentiment":"negative","sentiment_score":-0.5327814817428589},{"word":"to","start":17.915,"end":18.075,"confidence":0.99965656,"punctuated_word":"to","sentiment":"negative","sentiment_score":-0.4918586313724518},{"word":"have","start":18.075,"end":18.315,"confidence":0.9988926,"punctuated_word":"have","sentiment":"negative","sentiment_score":-0.4902244508266449},{"word":"you","start":18.315,"end":18.475,"confidence":0.8359183,"punctuated_word":"you,","sentiment":"negative","sentiment_score":-0.47032976150512695},{"word":"lou","start":18.475,"end":18.975,"confidence":0.84810144,"punctuated_word":"Lou.","sentiment":"negative","sentiment_score":-0.441041886806488},{"word":"okay","start":23.195,"end":23.675,"confidence":0.97992086,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.11265037208795547},{"word":"no","start":23.675,"end":23.835,"confidence":0.9994117,"punctuated_word":"No","sentiment":"neutral","sentiment_score":-0.040717869997024536},{"word":"worries","start":23.835,"end":24.235,"confidence":0.99870837,"punctuated_word":"worries.","sentiment":"neutral","sentiment_score":-0.019774265587329865},{"word":"i","start":24.235,"end":24.395,"confidence":0.99919015,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.01025564968585968},{"word":"will","start":24.395,"end":24.635,"confidence":0.9972414,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.10829807817935944},{"word":"help","start":24.635,"end":25.035,"confidence":0.5532767,"punctuated_word":"help","sentiment":"neutral","sentiment_score":0.11018665879964828},{"word":"help","start":25.035,"end":25.195,"confidence":0.4764737,"punctuated_word":"help","sentiment":"neutral","sentiment_score":0.2136542797088623},{"word":"you","start":25.195,"end":25.435001,"confidence":0.9984988,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.14599987864494324},{"word":"out","start":25.435001,"end":25.935001,"confidence":0.99910975,"punctuated_word":"out.","sentiment":"neutral","sentiment_score":0.1818244755268097},{"word":"one","start":27.02,"end":27.18,"confidence":0.99935156,"punctuated_word":"One","sentiment":"neutral","sentiment_score":0.1524438112974167},{"word":"moment","start":27.18,"end":27.68,"confidence":0.99931026,"punctuated_word":"moment.","sentiment":"neutral","sentiment_score":0.15293557941913605},{"word":"okay","start":37.1,"end":37.58,"confidence":0.9916855,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.1061633825302124},{"word":"yes","start":37.58,"end":37.9,"confidence":0.9401333,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":0.19827523827552795},{"word":"definitely","start":37.9,"end":38.4,"confidence":0.9912422,"punctuated_word":"Definitely.","sentiment":"positive","sentiment_score":0.334885835647583},{"word":"i","start":38.7,"end":38.86,"confidence":0.99943775,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.35537439584732056},{"word":"will","start":38.86,"end":39.18,"confidence":0.99997234,"punctuated_word":"will","sentiment":"positive","sentiment_score":0.3434177339076996},{"word":"help","start":39.18,"end":39.42,"confidence":0.9998976,"punctuated_word":"help","sentiment":"positive","sentiment_score":0.3604077994823456},{"word":"you","start":39.42,"end":39.74,"confidence":0.999938,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.3436160683631897},{"word":"to","start":39.74,"end":40.24,"confidence":0.9991836,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.3755645155906677},{"word":"process","start":40.605003,"end":41.105003,"confidence":0.9999294,"punctuated_word":"process","sentiment":"positive","sentiment_score":0.336038738489151},{"word":"your","start":41.565002,"end":41.725002,"confidence":0.9997614,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.32425251603126526},{"word":"current","start":41.725002,"end":42.205,"confidence":0.8431398,"punctuated_word":"current","sentiment":"positive","sentiment_score":0.3922754228115082},{"word":"invoice","start":42.205,"end":42.705,"confidence":0.7549658,"punctuated_word":"invoice.","sentiment":"neutral","sentiment_score":0.3307097852230072},{"word":"and","start":42.845,"end":43.005,"confidence":0.99964845,"punctuated_word":"And","sentiment":"neutral","sentiment_score":0.2858358323574066},{"word":"then","start":43.005,"end":43.325,"confidence":0.9997111,"punctuated_word":"then","sentiment":"neutral","sentiment_score":0.2594994008541107},{"word":"afterwards","start":43.325,"end":43.825,"confidence":0.9669721,"punctuated_word":"afterwards,","sentiment":"neutral","sentiment_score":0.28004252910614014},{"word":"i","start":44.525,"end":44.685,"confidence":0.9997807,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.3782731592655182},{"word":"will","start":44.685,"end":45.005,"confidence":0.9999505,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.32476288080215454},{"word":"help","start":45.005,"end":45.245003,"confidence":0.99993324,"punctuated_word":"help","sentiment":"positive","sentiment_score":0.35777154564857483},{"word":"you","start":45.245003,"end":45.485,"confidence":0.99992335,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.30055660009384155},{"word":"to","start":45.485,"end":45.645,"confidence":0.99984384,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.32542353868484497},{"word":"set","start":45.645,"end":45.965,"confidence":0.99684036,"punctuated_word":"set","sentiment":"neutral","sentiment_score":0.2781577706336975},{"word":"up","start":45.965,"end":46.205,"confidence":0.9996511,"punctuated_word":"up","sentiment":"neutral","sentiment_score":0.26961246132850647},{"word":"the","start":46.205,"end":46.605003,"confidence":0.99929905,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.30814722180366516},{"word":"direct","start":46.605003,"end":47.085003,"confidence":0.98950607,"punctuated_word":"direct","sentiment":"neutral","sentiment_score":0.28762662410736084},{"word":"debit","start":47.085003,"end":47.485,"confidence":0.99986494,"punctuated_word":"debit","sentiment":"neutral","sentiment_score":0.2326736152172089},{"word":"as","start":47.485,"end":47.645,"confidence":0.9998784,"punctuated_word":"as","sentiment":"neutral","sentiment_score":0.31695884466171265},{"word":"well","start":47.645,"end":47.885002,"confidence":0.9777233,"punctuated_word":"well.","sentiment":"neutral","sentiment_score":0.2817384600639343},{"word":"okay","start":47.885002,"end":48.385002,"confidence":0.9990096,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.18006697297096252},{"word":"because","start":48.925003,"end":49.425003,"confidence":0.8512491,"punctuated_word":"Because","sentiment":"neutral","sentiment_score":0.18432845175266263},{"word":"we","start":50.125,"end":50.445,"confidence":0.99919635,"punctuated_word":"we","sentiment":"neutral","sentiment_score":0.2538284361362457},{"word":"just","start":50.445,"end":50.945,"confidence":0.9993936,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.30431950092315674},{"word":"recently","start":51.405003,"end":51.905003,"confidence":0.99930155,"punctuated_word":"recently","sentiment":"positive","sentiment_score":0.3605291247367859},{"word":"have","start":52.125,"end":52.365,"confidence":0.99732375,"punctuated_word":"have","sentiment":"positive","sentiment_score":0.4013603031635285},{"word":"this","start":52.365,"end":52.865,"confidence":0.9995252,"punctuated_word":"this","sentiment":"positive","sentiment_score":0.4217110276222229},{"word":"up","start":53.57,"end":53.809998,"confidence":0.99963343,"punctuated_word":"up","sentiment":"positive","sentiment_score":0.417746365070343},{"word":"and","start":53.809998,"end":54.05,"confidence":0.9994209,"punctuated_word":"and","sentiment":"positive","sentiment_score":0.3932320177555084},{"word":"running","start":54.05,"end":54.53,"confidence":0.99996805,"punctuated_word":"running","sentiment":"positive","sentiment_score":0.4521605670452118},{"word":"so","start":54.53,"end":54.769997,"confidence":0.5358615,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.44275715947151184},{"word":"we","start":54.769997,"end":54.929996,"confidence":0.99964917,"punctuated_word":"we","sentiment":"positive","sentiment_score":0.39567944407463074},{"word":"could","start":54.929996,"end":55.329998,"confidence":0.9997789,"punctuated_word":"could","sentiment":"positive","sentiment_score":0.4606383740901947},{"word":"set","start":55.329998,"end":55.649998,"confidence":0.9898968,"punctuated_word":"set","sentiment":"positive","sentiment_score":0.3665243089199066},{"word":"up","start":55.649998,"end":55.809998,"confidence":0.9987619,"punctuated_word":"up","sentiment":"positive","sentiment_score":0.3939928114414215},{"word":"this","start":55.809998,"end":56.21,"confidence":0.9994185,"punctuated_word":"this","sentiment":"positive","sentiment_score":0.40671083331108093},{"word":"today","start":56.21,"end":56.69,"confidence":0.9984365,"punctuated_word":"today.","sentiment":"positive","sentiment_score":0.348728746175766},{"word":"just","start":56.69,"end":56.929996,"confidence":0.9986971,"punctuated_word":"Just","sentiment":"neutral","sentiment_score":0.1757742166519165},{"word":"bear","start":56.929996,"end":57.17,"confidence":0.9992318,"punctuated_word":"bear","sentiment":"neutral","sentiment_score":0.17714834213256836},{"word":"with","start":57.17,"end":57.329998,"confidence":0.9996767,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.17065873742103577},{"word":"me","start":57.329998,"end":57.489998,"confidence":0.9636529,"punctuated_word":"me.","sentiment":"neutral","sentiment_score":0.2025718688964844},{"word":"i","start":57.489998,"end":57.73,"confidence":0.9999583,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.14202338457107544},{"word":"will","start":57.73,"end":57.969997,"confidence":0.9999471,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.11366893351078032},{"word":"pull","start":57.969997,"end":58.129997,"confidence":0.99966264,"punctuated_word":"pull","sentiment":"neutral","sentiment_score":0.12722326815128326},{"word":"out","start":58.129997,"end":58.37,"confidence":0.98289096,"punctuated_word":"out","sentiment":"neutral","sentiment_score":0.10264313220977785},{"word":"your","start":58.37,"end":58.53,"confidence":0.9997303,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.10833126306533812},{"word":"account","start":58.53,"end":59.01,"confidence":0.9999497,"punctuated_word":"account","sentiment":"neutral","sentiment_score":0.14745071530342102},{"word":"first","start":59.01,"end":59.51,"confidence":0.9355701,"punctuated_word":"first.","sentiment":"neutral","sentiment_score":0.11629896610975266},{"word":"and","start":59.969997,"end":60.449997,"confidence":0.9994479,"punctuated_word":"And","sentiment":"neutral","sentiment_score":0.07444281131029129},{"word":"i'm","start":60.449997,"end":60.769997,"confidence":0.999297,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.06629008799791336},{"word":"speaking","start":60.769997,"end":61.269997,"confidence":0.9998648,"punctuated_word":"speaking","sentiment":"neutral","sentiment_score":0.06873767077922821},{"word":"to","start":61.329998,"end":61.57,"confidence":0.99966335,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.06734384596347809},{"word":"miss","start":61.57,"end":61.969997,"confidence":0.99427116,"punctuated_word":"miss","sentiment":"neutral","sentiment_score":0.12619765102863312},{"word":"ritchie","start":61.969997,"end":62.449997,"confidence":0.4555639,"punctuated_word":"Ritchie","sentiment":"neutral","sentiment_score":0.09376834332942964},{"word":"godkin","start":62.449997,"end":62.949997,"confidence":0.80146617,"punctuated_word":"Godkin.","sentiment":"neutral","sentiment_score":0.10546952486038208},{"word":"correct","start":63.649998,"end":64.149994,"confidence":0.9997447,"punctuated_word":"Correct?","sentiment":"neutral","sentiment_score":0.0894147977232933},{"word":"thank","start":65.81,"end":66.13,"confidence":0.9844301,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.5064926743507385},{"word":"you","start":66.13,"end":66.369995,"confidence":0.99970174,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.47478529810905457},{"word":"nice","start":66.369995,"end":66.689995,"confidence":0.99902034,"punctuated_word":"Nice","sentiment":"positive","sentiment_score":0.5921197533607483},{"word":"to","start":66.689995,"end":66.77,"confidence":0.99961483,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.6379126310348511},{"word":"have","start":66.77,"end":67.009995,"confidence":0.99985695,"punctuated_word":"have","sentiment":"positive","sentiment_score":0.586992621421814},{"word":"you","start":67.009995,"end":67.17,"confidence":0.98999304,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.47684618830680847},{"word":"on","start":67.17,"end":67.33,"confidence":0.5760586,"punctuated_word":"on","sentiment":"positive","sentiment_score":0.5756958723068237},{"word":"the","start":67.33,"end":67.49,"confidence":0.9994929,"punctuated_word":"the","sentiment":"positive","sentiment_score":0.5444023013114929},{"word":"line","start":67.49,"end":67.99,"confidence":0.99991643,"punctuated_word":"line.","sentiment":"positive","sentiment_score":0.6109626293182373},{"word":"so","start":68.33501,"end":68.49501,"confidence":0.99977416,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.3155699074268341},{"word":"for","start":68.49501,"end":68.65501,"confidence":0.99856466,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.2165154069662094},{"word":"your","start":68.65501,"end":69.055,"confidence":0.9995191,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.25421205163002014},{"word":"current","start":69.055,"end":69.535,"confidence":0.99962246,"punctuated_word":"current","sentiment":"neutral","sentiment_score":0.2995690405368805},{"word":"invoice","start":69.535,"end":70.035,"confidence":0.99484515,"punctuated_word":"invoice,","sentiment":"neutral","sentiment_score":0.2943030595779419},{"word":"it's","start":70.095,"end":70.575005,"confidence":0.99937093,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":0.3017941415309906},{"word":"$79.95","start":70.575005,"end":73.075005,"confidence":0.99540204,"punctuated_word":"$79.95.","sentiment":"neutral","sentiment_score":0.2927052974700928},{"word":"are","start":73.375,"end":73.615005,"confidence":0.99984217,"punctuated_word":"Are","sentiment":"neutral","sentiment_score":0.06832614541053772},{"word":"you","start":73.615005,"end":73.775,"confidence":0.999869,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.08624092489480972},{"word":"going","start":73.775,"end":74.175,"confidence":0.99935824,"punctuated_word":"going","sentiment":"neutral","sentiment_score":0.08430170267820358},{"word":"to","start":74.175,"end":74.33501,"confidence":0.99933124,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.0741247907280922},{"word":"use","start":74.33501,"end":74.65501,"confidence":0.9986614,"punctuated_word":"use","sentiment":"neutral","sentiment_score":0.07975220680236816},{"word":"your","start":74.65501,"end":75.15501,"confidence":0.9990614,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.07107245177030563},{"word":"visa","start":75.375,"end":75.875,"confidence":0.9679579,"punctuated_word":"Visa","sentiment":"neutral","sentiment_score":0.10985355079174042},{"word":"or","start":76.095,"end":76.33501,"confidence":0.9972934,"punctuated_word":"or","sentiment":"neutral","sentiment_score":0.06865160167217255},{"word":"your","start":76.33501,"end":76.575005,"confidence":0.9990527,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.1105271577835083},{"word":"mastercard","start":76.575005,"end":77.075005,"confidence":0.99607533,"punctuated_word":"Mastercard?","sentiment":"neutral","sentiment_score":0.13339033722877502},{"word":"okay","start":80.415,"end":80.915,"confidence":0.97949076,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.14987710118293762},{"word":"thank","start":81.055,"end":81.455,"confidence":0.99772507,"punctuated_word":"Thank","sentiment":"neutral","sentiment_score":0.25444909930229187},{"word":"you","start":81.455,"end":81.955,"confidence":0.9968965,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.20916201174259183},{"word":"visa","start":82.015,"end":82.515,"confidence":0.9996791,"punctuated_word":"Visa","sentiment":"neutral","sentiment_score":0.14363999664783478},{"word":"card","start":82.575005,"end":83.075005,"confidence":0.9902848,"punctuated_word":"card.","sentiment":"neutral","sentiment_score":0.15428486466407776},{"word":"just","start":92.64,"end":92.96,"confidence":0.99796355,"punctuated_word":"Just","sentiment":"neutral","sentiment_score":0.13507622480392456},{"word":"bear","start":92.96,"end":93.2,"confidence":0.9996779,"punctuated_word":"bear","sentiment":"neutral","sentiment_score":0.10882493108510972},{"word":"with","start":93.2,"end":93.36,"confidence":0.99963176,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.11149581521749496},{"word":"me","start":93.36,"end":93.52,"confidence":0.9986477,"punctuated_word":"me.","sentiment":"neutral","sentiment_score":0.1314738690853119},{"word":"okay","start":93.52,"end":94.02,"confidence":0.99891496,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.09829598665237428},{"word":"i","start":94.32,"end":94.479996,"confidence":0.9993709,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.03924161568284035},{"word":"just","start":94.479996,"end":94.72,"confidence":0.9990709,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.030384529381990433},{"word":"need","start":94.72,"end":95.04,"confidence":0.9999316,"punctuated_word":"need","sentiment":"neutral","sentiment_score":0.04570087790489197},{"word":"to","start":95.04,"end":95.54,"confidence":0.99968314,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.024222835898399353},{"word":"wait","start":96.64,"end":97.04,"confidence":0.9991322,"punctuated_word":"wait","sentiment":"neutral","sentiment_score":0.022759348154067993},{"word":"for","start":97.04,"end":97.44,"confidence":0.9999081,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.02964603900909424},{"word":"this","start":97.44,"end":97.94,"confidence":0.9993754,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.07326009124517441},{"word":"page","start":98.525,"end":98.845,"confidence":0.99660754,"punctuated_word":"page","sentiment":"neutral","sentiment_score":0.06245956197381019},{"word":"to","start":98.845,"end":99.165,"confidence":0.99738604,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.06659215688705444},{"word":"load","start":99.165,"end":99.565,"confidence":0.99829906,"punctuated_word":"load","sentiment":"neutral","sentiment_score":0.07027581334114075},{"word":"so","start":99.565,"end":99.805,"confidence":0.945719,"punctuated_word":"so","sentiment":"neutral","sentiment_score":0.07081947475671768},{"word":"we","start":99.805,"end":100.045,"confidence":0.99976104,"punctuated_word":"we","sentiment":"neutral","sentiment_score":0.10537652671337128},{"word":"can","start":100.045,"end":100.545,"confidence":0.99974364,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.12151533365249634},{"word":"put","start":100.765,"end":101.005005,"confidence":0.9902317,"punctuated_word":"put","sentiment":"neutral","sentiment_score":0.09421654790639876},{"word":"in","start":101.005005,"end":101.245,"confidence":0.9988186,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.1150299310684204},{"word":"your","start":101.245,"end":101.745,"confidence":0.9996246,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.10458946228027344},{"word":"card","start":102.205,"end":102.605,"confidence":0.99963,"punctuated_word":"card","sentiment":"neutral","sentiment_score":0.09838423132896423},{"word":"details","start":102.605,"end":103.105,"confidence":0.99987996,"punctuated_word":"details.","sentiment":"neutral","sentiment_score":0.0746731236577034},{"word":"may","start":103.325005,"end":103.565,"confidence":0.99976104,"punctuated_word":"May","sentiment":"neutral","sentiment_score":0.06324154883623123},{"word":"i","start":103.565,"end":103.645004,"confidence":0.99634486,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.05006514862179756},{"word":"have","start":103.645004,"end":103.965004,"confidence":0.99993396,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.05050821974873543},{"word":"your","start":103.965004,"end":104.365005,"confidence":0.99961674,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.037514202296733856},{"word":"card","start":104.365005,"end":104.685005,"confidence":0.999813,"punctuated_word":"card","sentiment":"neutral","sentiment_score":0.051173992455005646},{"word":"number","start":104.685005,"end":105.085,"confidence":0.99867284,"punctuated_word":"number,","sentiment":"neutral","sentiment_score":0.04250364378094673},{"word":"please","start":105.085,"end":105.585,"confidence":0.99865663,"punctuated_word":"please?","sentiment":"neutral","sentiment_score":0.032834865152835846},{"word":"sure","start":125.5,"end":126.0,"confidence":0.8928126,"punctuated_word":"Sure.","sentiment":"neutral","sentiment_score":0.01814136654138565},{"word":"thank","start":137.385,"end":137.705,"confidence":0.9681386,"punctuated_word":"Thank","sentiment":"neutral","sentiment_score":0.09194809943437576},{"word":"you","start":137.705,"end":138.205,"confidence":0.99957883,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.08775489777326584},{"word":"the","start":138.345,"end":138.825,"confidence":0.9976165,"punctuated_word":"The","sentiment":"neutral","sentiment_score":0.03943263739347458},{"word":"card","start":138.825,"end":139.225,"confidence":0.9990932,"punctuated_word":"card","sentiment":"neutral","sentiment_score":0.04934334754943848},{"word":"expiration","start":139.225,"end":139.725,"confidence":0.9972742,"punctuated_word":"expiration","sentiment":"neutral","sentiment_score":0.05192949250340462},{"word":"date","start":139.945,"end":140.265,"confidence":0.99968314,"punctuated_word":"date,","sentiment":"neutral","sentiment_score":0.030792750418186188},{"word":"please","start":140.265,"end":140.765,"confidence":0.856084,"punctuated_word":"please?","sentiment":"neutral","sentiment_score":0.017724977806210518},{"word":"thank","start":146.26001,"end":146.58,"confidence":0.9397876,"punctuated_word":"Thank","sentiment":"neutral","sentiment_score":0.08712586760520935},{"word":"you","start":146.58,"end":147.08,"confidence":0.9998338,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.060934878885746},{"word":"security","start":148.18001,"end":148.68001,"confidence":0.99871063,"punctuated_word":"Security","sentiment":"neutral","sentiment_score":0.03272068127989769},{"word":"code","start":148.74,"end":149.06,"confidence":0.99876297,"punctuated_word":"code,","sentiment":"neutral","sentiment_score":0.029741935431957245},{"word":"please","start":149.06,"end":149.56,"confidence":0.79815316,"punctuated_word":"please?","sentiment":"neutral","sentiment_score":0.029820673167705536},{"word":"795","start":153.7,"end":155.08,"confidence":0.9901395,"punctuated_word":"795.","sentiment":"neutral","sentiment_score":0.01797301508486271},{"word":"okay","start":158.88501,"end":159.38501,"confidence":0.931252,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.03602396696805954},{"word":"795","start":163.445,"end":164.725,"confidence":0.9164882,"punctuated_word":"795.","sentiment":"neutral","sentiment_score":0.03548146411776543},{"word":"one","start":164.725,"end":165.045,"confidence":0.99901557,"punctuated_word":"One","sentiment":"neutral","sentiment_score":0.04505197703838349},{"word":"moment","start":165.045,"end":165.445,"confidence":0.9999411,"punctuated_word":"moment","sentiment":"neutral","sentiment_score":0.05704973265528679},{"word":"here","start":165.445,"end":165.945,"confidence":0.99888223,"punctuated_word":"here.","sentiment":"neutral","sentiment_score":0.06835959851741791},{"word":"okay","start":186.07501,"end":186.475,"confidence":0.6985919,"punctuated_word":"Okay,","sentiment":"neutral","sentiment_score":0.17755486071109772},{"word":"richie","start":186.475,"end":186.975,"confidence":0.9331006,"punctuated_word":"Richie.","sentiment":"neutral","sentiment_score":0.23034405708312988},{"word":"the","start":187.035,"end":187.27501,"confidence":0.99927276,"punctuated_word":"The","sentiment":"neutral","sentiment_score":0.2807610034942627},{"word":"payment","start":187.27501,"end":187.675,"confidence":0.99978524,"punctuated_word":"payment","sentiment":"positive","sentiment_score":0.3485015630722046},{"word":"has","start":187.675,"end":187.91501,"confidence":0.9999008,"punctuated_word":"has","sentiment":"positive","sentiment_score":0.3641957640647888},{"word":"been","start":187.91501,"end":188.235,"confidence":0.99994683,"punctuated_word":"been","sentiment":"positive","sentiment_score":0.394117146730423},{"word":"successfully","start":188.235,"end":188.735,"confidence":0.99976426,"punctuated_word":"successfully","sentiment":"positive","sentiment_score":0.40783077478408813},{"word":"processed","start":189.035,"end":189.535,"confidence":0.99564064,"punctuated_word":"processed.","sentiment":"positive","sentiment_score":0.4154015779495239},{"word":"you","start":190.07501,"end":190.235,"confidence":0.9998374,"punctuated_word":"You","sentiment":"neutral","sentiment_score":0.27285170555114746},{"word":"will","start":190.235,"end":190.55501,"confidence":0.9999627,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.31910672783851624},{"word":"receive","start":190.55501,"end":191.035,"confidence":0.9998902,"punctuated_word":"receive","sentiment":"neutral","sentiment_score":0.2695385217666626},{"word":"your","start":191.035,"end":191.43501,"confidence":0.9999386,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.20810189843177795},{"word":"payment","start":191.43501,"end":191.91501,"confidence":0.9998357,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":0.26079249382019043},{"word":"receipt","start":191.91501,"end":192.315,"confidence":0.99338406,"punctuated_word":"receipt","sentiment":"neutral","sentiment_score":0.27724748849868774},{"word":"shortly","start":192.315,"end":192.815,"confidence":0.999161,"punctuated_word":"shortly","sentiment":"neutral","sentiment_score":0.32596009969711304},{"word":"to","start":192.875,"end":193.035,"confidence":0.998533,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.2810909152030945},{"word":"your","start":193.035,"end":193.35501,"confidence":0.9999621,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.213520810008049},{"word":"email","start":193.35501,"end":193.835,"confidence":0.9998665,"punctuated_word":"email","sentiment":"neutral","sentiment_score":0.24271205067634585},{"word":"address","start":193.835,"end":194.335,"confidence":0.8460927,"punctuated_word":"address.","sentiment":"neutral","sentiment_score":0.24326148629188535},{"word":"and","start":195.035,"end":195.195,"confidence":0.9994129,"punctuated_word":"And","sentiment":"neutral","sentiment_score":0.2139246016740799},{"word":"then","start":195.195,"end":195.595,"confidence":0.84907705,"punctuated_word":"then,","sentiment":"neutral","sentiment_score":0.16111010313034058},{"word":"please","start":195.91501,"end":196.395,"confidence":0.99981195,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.1412825733423233},{"word":"be","start":196.395,"end":196.63501,"confidence":0.9991737,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.18524888157844543},{"word":"on","start":196.63501,"end":196.875,"confidence":0.999954,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.1640258431434631},{"word":"the","start":196.875,"end":197.035,"confidence":0.99979645,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.16774669289588928},{"word":"line","start":197.035,"end":197.535,"confidence":0.9806797,"punctuated_word":"line.","sentiment":"neutral","sentiment_score":0.1956830620765686},{"word":"let","start":197.835,"end":197.99501,"confidence":0.99983716,"punctuated_word":"Let","sentiment":"neutral","sentiment_score":0.2371494174003601},{"word":"me","start":197.99501,"end":198.235,"confidence":0.99950016,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.2358794063329697},{"word":"help","start":198.235,"end":198.475,"confidence":0.999907,"punctuated_word":"help","sentiment":"neutral","sentiment_score":0.24756810069084167},{"word":"you","start":198.475,"end":198.79501,"confidence":0.9999448,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.2178072035312653},{"word":"to","start":198.79501,"end":199.195,"confidence":0.99888676,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.24160444736480713},{"word":"set","start":199.195,"end":199.43501,"confidence":0.9919584,"punctuated_word":"set","sentiment":"neutral","sentiment_score":0.22073087096214297},{"word":"up","start":199.43501,"end":199.74,"confidence":0.9642468,"punctuated_word":"up","sentiment":"neutral","sentiment_score":0.21115148067474365},{"word":"the","start":199.90001,"end":200.22,"confidence":0.99972147,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.21132482588291168},{"word":"direct","start":200.22,"end":200.70001,"confidence":0.9836987,"punctuated_word":"direct","sentiment":"neutral","sentiment_score":0.2230718731880188},{"word":"debit","start":200.70001,"end":201.20001,"confidence":0.99992394,"punctuated_word":"debit","sentiment":"neutral","sentiment_score":0.1728922575712204},{"word":"using","start":201.26001,"end":201.74,"confidence":0.9999168,"punctuated_word":"using","sentiment":"neutral","sentiment_score":0.14332661032676697},{"word":"your","start":201.74,"end":202.14,"confidence":0.99987936,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.13643231987953186},{"word":"card","start":202.14,"end":202.46,"confidence":0.9994261,"punctuated_word":"card.","sentiment":"neutral","sentiment_score":0.12600673735141754},{"word":"okay","start":202.46,"end":202.86,"confidence":0.99859107,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.07921022176742554},{"word":"just","start":202.86,"end":203.1,"confidence":0.9991825,"punctuated_word":"Just","sentiment":"neutral","sentiment_score":0.006459690630435944},{"word":"bear","start":203.1,"end":203.34001,"confidence":0.9993049,"punctuated_word":"bear","sentiment":"neutral","sentiment_score":0.0027036331593990326},{"word":"with","start":203.34001,"end":203.5,"confidence":0.99935097,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.0005883760750293732},{"word":"me","start":203.5,"end":203.66,"confidence":0.99994195,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.02571127563714981},{"word":"here","start":203.66,"end":204.16,"confidence":0.9989698,"punctuated_word":"here.","sentiment":"neutral","sentiment_score":0.02568451687693596},{"word":"and","start":205.02,"end":205.26001,"confidence":0.9742251,"punctuated_word":"And","sentiment":"neutral","sentiment_score":-0.13329647481441498},{"word":"you","start":205.26001,"end":205.42,"confidence":0.9986873,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.13358016312122345},{"word":"said","start":205.42,"end":205.82,"confidence":0.9998636,"punctuated_word":"said","sentiment":"neutral","sentiment_score":-0.1154543310403824},{"word":"earlier","start":205.82,"end":206.32,"confidence":0.9813556,"punctuated_word":"earlier","sentiment":"neutral","sentiment_score":-0.14663366973400116},{"word":"you","start":206.62001,"end":207.12001,"confidence":0.8131056,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.2627464234828949},{"word":"cannot","start":207.58,"end":208.08,"confidence":0.9991984,"punctuated_word":"cannot","sentiment":"neutral","sentiment_score":-0.29792776703834534},{"word":"log","start":208.38,"end":208.62001,"confidence":0.9925322,"punctuated_word":"log","sentiment":"neutral","sentiment_score":-0.3034469485282898},{"word":"in","start":208.62001,"end":208.86,"confidence":0.9743614,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.30723506212234497},{"word":"to","start":208.86,"end":209.02,"confidence":0.999215,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.29073235392570496},{"word":"the","start":209.02,"end":209.34001,"confidence":0.9997004,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.2616739571094513},{"word":"customer","start":209.34001,"end":209.82,"confidence":0.99973136,"punctuated_word":"customer","sentiment":"neutral","sentiment_score":-0.15346582233905792},{"word":"portal","start":209.82,"end":210.32,"confidence":0.9918363,"punctuated_word":"portal?","sentiment":"neutral","sentiment_score":-0.21705083549022677},{"word":"abbas","start":215.42499,"end":215.92499,"confidence":0.79733825,"punctuated_word":"Abbas,","sentiment":"neutral","sentiment_score":-0.06232687830924988},{"word":"you","start":216.14499,"end":216.305,"confidence":0.6309256,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.05876098573207855},{"word":"do","start":216.545,"end":216.78499,"confidence":0.9994486,"punctuated_word":"do","sentiment":"neutral","sentiment_score":-0.055378347635269165},{"word":"you","start":216.78499,"end":217.105,"confidence":0.9989893,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.044217098504304886},{"word":"have","start":217.105,"end":217.42499,"confidence":0.99977547,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.034274905920028687},{"word":"the","start":217.42499,"end":217.665,"confidence":0.9998646,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.041335444897413254},{"word":"password","start":217.665,"end":218.165,"confidence":0.99989796,"punctuated_word":"password","sentiment":"neutral","sentiment_score":-0.1336260885000229},{"word":"and","start":218.22499,"end":218.465,"confidence":0.99924123,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.0754484310746193},{"word":"username","start":218.465,"end":218.965,"confidence":0.9965548,"punctuated_word":"username?","sentiment":"neutral","sentiment_score":-0.033992089331150055},{"word":"would","start":219.105,"end":219.345,"confidence":0.9997372,"punctuated_word":"Would","sentiment":"neutral","sentiment_score":0.04818792641162872},{"word":"you","start":219.345,"end":219.50499,"confidence":0.999605,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.0514361672103405},{"word":"like","start":219.50499,"end":219.825,"confidence":0.9998172,"punctuated_word":"like","sentiment":"neutral","sentiment_score":0.04481315240263939},{"word":"to","start":219.825,"end":220.14499,"confidence":0.999589,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.03850559517741203},{"word":"try","start":220.14499,"end":220.625,"confidence":0.9999181,"punctuated_word":"try","sentiment":"neutral","sentiment_score":0.03977924957871437},{"word":"to","start":220.625,"end":220.78499,"confidence":0.99976534,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.03992093354463577},{"word":"log","start":220.78499,"end":221.025,"confidence":0.9777825,"punctuated_word":"log","sentiment":"neutral","sentiment_score":0.04243707656860352},{"word":"in","start":221.025,"end":221.265,"confidence":0.999759,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.035324577242136},{"word":"while","start":221.265,"end":221.50499,"confidence":0.999435,"punctuated_word":"while","sentiment":"neutral","sentiment_score":0.05055176094174385},{"word":"i","start":221.50499,"end":221.58499,"confidence":0.99990857,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.06429824233055115},{"word":"have","start":221.58499,"end":221.825,"confidence":0.99994457,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.07094977796077728},{"word":"you","start":221.825,"end":221.985,"confidence":0.9996569,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.05725724622607231},{"word":"on","start":221.985,"end":222.22499,"confidence":0.99986875,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.05306379124522209},{"word":"the","start":222.22499,"end":222.305,"confidence":0.9998522,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.06282571703195572},{"word":"line","start":222.305,"end":222.805,"confidence":0.8061799,"punctuated_word":"line?","sentiment":"neutral","sentiment_score":0.07290506362915039},{"word":"so","start":222.94499,"end":223.265,"confidence":0.999463,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.09035152196884157},{"word":"moving","start":223.265,"end":223.665,"confidence":0.9501064,"punctuated_word":"moving","sentiment":"neutral","sentiment_score":0.117458738386631},{"word":"forward","start":223.665,"end":224.14499,"confidence":0.98679626,"punctuated_word":"forward,","sentiment":"neutral","sentiment_score":0.13063818216323853},{"word":"you","start":224.14499,"end":224.305,"confidence":0.9992112,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.1643579602241516},{"word":"will","start":224.305,"end":224.465,"confidence":0.99981445,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.2005738765001297},{"word":"be","start":224.465,"end":224.625,"confidence":0.9996457,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.2218056619167328},{"word":"able","start":224.625,"end":224.94499,"confidence":0.99996066,"punctuated_word":"able","sentiment":"neutral","sentiment_score":0.25017815828323364},{"word":"to","start":224.94499,"end":225.185,"confidence":0.99898654,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.25788626074790955},{"word":"monitor","start":225.185,"end":225.665,"confidence":0.9998987,"punctuated_word":"monitor","sentiment":"neutral","sentiment_score":0.2461368441581726},{"word":"your","start":225.665,"end":225.825,"confidence":0.9989446,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.23854787647724152},{"word":"account","start":225.825,"end":226.22499,"confidence":0.9999503,"punctuated_word":"account","sentiment":"neutral","sentiment_score":0.26185691356658936},{"word":"as","start":226.22499,"end":226.385,"confidence":0.999838,"punctuated_word":"as","sentiment":"neutral","sentiment_score":0.25243544578552246},{"word":"well","start":226.385,"end":226.70499,"confidence":0.98164916,"punctuated_word":"well.","sentiment":"neutral","sentiment_score":0.20761369168758392},{"word":"i","start":226.70499,"end":226.86499,"confidence":0.999818,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.17916417121887207},{"word":"could","start":226.86499,"end":227.105,"confidence":0.9998896,"punctuated_word":"could","sentiment":"neutral","sentiment_score":0.17958499491214752},{"word":"send","start":227.105,"end":227.345,"confidence":0.99973446,"punctuated_word":"send","sentiment":"neutral","sentiment_score":0.12844707071781158},{"word":"you","start":227.345,"end":227.58499,"confidence":0.9994042,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.17085404694080353},{"word":"your","start":227.58499,"end":228.08499,"confidence":0.9989164,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.16097544133663175},{"word":"credentials","start":228.305,"end":228.805,"confidence":0.9470686,"punctuated_word":"credentials,","sentiment":"neutral","sentiment_score":0.1458176225423813},{"word":"your","start":229.105,"end":229.345,"confidence":0.9993612,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.1598101407289505},{"word":"username","start":229.345,"end":229.845,"confidence":0.99804556,"punctuated_word":"username","sentiment":"neutral","sentiment_score":0.15131697058677673},{"word":"and","start":229.985,"end":230.14499,"confidence":0.72462296,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.11572329699993134},{"word":"password","start":230.14499,"end":230.64499,"confidence":0.74613976,"punctuated_word":"password.","sentiment":"neutral","sentiment_score":0.1323618441820145},{"word":"then","start":232.09,"end":232.33,"confidence":0.9973513,"punctuated_word":"Then","sentiment":"neutral","sentiment_score":0.07980881631374359},{"word":"let's","start":232.33,"end":232.65,"confidence":0.99713314,"punctuated_word":"let's","sentiment":"neutral","sentiment_score":0.08125995099544525},{"word":"see","start":232.65,"end":232.73,"confidence":0.9996631,"punctuated_word":"see","sentiment":"neutral","sentiment_score":0.06475111842155457},{"word":"if","start":232.73,"end":232.89,"confidence":0.99959475,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.06584097445011139},{"word":"it's","start":232.89,"end":233.13,"confidence":0.95070565,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":0.057532161474227905},{"word":"still","start":233.13,"end":233.63,"confidence":0.99969316,"punctuated_word":"still","sentiment":"neutral","sentiment_score":0.06108443811535835},{"word":"okay","start":236.41,"end":236.89,"confidence":0.97670686,"punctuated_word":"okay.","sentiment":"neutral","sentiment_score":0.1503099501132965},{"word":"sure","start":236.89,"end":237.21,"confidence":0.99360347,"punctuated_word":"Sure.","sentiment":"neutral","sentiment_score":0.26270991563796997},{"word":"sure","start":237.21,"end":237.45,"confidence":0.9992726,"punctuated_word":"Sure.","sentiment":"positive","sentiment_score":0.3643583357334137},{"word":"i","start":237.45,"end":237.61,"confidence":0.99984014,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.5219438672065735},{"word":"would","start":237.61,"end":237.85,"confidence":0.99930525,"punctuated_word":"would","sentiment":"positive","sentiment_score":0.592812716960907},{"word":"be","start":237.85,"end":238.01,"confidence":0.9996706,"punctuated_word":"be","sentiment":"positive","sentiment_score":0.5903502106666565},{"word":"happy","start":238.01,"end":238.41,"confidence":0.9999665,"punctuated_word":"happy","sentiment":"positive","sentiment_score":0.6671696305274963},{"word":"to","start":238.41,"end":238.57,"confidence":0.99986255,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.6197910904884338},{"word":"do","start":238.57,"end":238.73,"confidence":0.9999094,"punctuated_word":"do","sentiment":"positive","sentiment_score":0.6266626715660095},{"word":"it","start":238.73,"end":238.97,"confidence":0.9995845,"punctuated_word":"it","sentiment":"positive","sentiment_score":0.6574703454971313},{"word":"for","start":238.97,"end":239.13,"confidence":0.9998487,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.6064804196357727},{"word":"you","start":239.13,"end":239.63,"confidence":0.99970317,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.5874817371368408},{"word":"one","start":240.09,"end":240.33,"confidence":0.9990138,"punctuated_word":"One","sentiment":"neutral","sentiment_score":-0.03851114958524704},{"word":"moment","start":240.33,"end":240.81,"confidence":0.9957485,"punctuated_word":"moment.","sentiment":"neutral","sentiment_score":-0.0063060373067855835},{"word":"okay","start":240.81,"end":241.31,"confidence":0.750968,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":-0.10168717801570892},{"word":"yeah","start":258.035,"end":258.535,"confidence":0.75104356,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.09068386256694794},{"word":"i'm","start":258.835,"end":259.155,"confidence":0.88867927,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.04581671208143234},{"word":"doing","start":259.155,"end":259.475,"confidence":0.9994357,"punctuated_word":"doing","sentiment":"neutral","sentiment_score":0.0015732795000076294},{"word":"it","start":259.475,"end":259.715,"confidence":0.9996824,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.04072676599025726},{"word":"now","start":259.715,"end":259.95502,"confidence":0.9997671,"punctuated_word":"now","sentiment":"neutral","sentiment_score":0.07626766711473465},{"word":"for","start":259.95502,"end":260.275,"confidence":0.99984574,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.11142197251319884},{"word":"you","start":260.275,"end":260.515,"confidence":0.9998085,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.0931895226240158},{"word":"here","start":260.515,"end":260.995,"confidence":0.9964713,"punctuated_word":"here.","sentiment":"neutral","sentiment_score":0.11268910765647888},{"word":"let","start":260.995,"end":261.23502,"confidence":0.99978966,"punctuated_word":"Let","sentiment":"neutral","sentiment_score":0.1080542653799057},{"word":"me","start":261.23502,"end":261.73502,"confidence":0.9998142,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.10140673816204072},{"word":"check","start":262.57,"end":262.88998,"confidence":0.9994473,"punctuated_word":"check","sentiment":"neutral","sentiment_score":0.10583043098449708},{"word":"it","start":262.88998,"end":263.05,"confidence":0.99205244,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.06597912311553955},{"word":"on","start":263.05,"end":263.21,"confidence":0.99963677,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.0584883876144886},{"word":"my","start":263.21,"end":263.44998,"confidence":0.99992347,"punctuated_word":"my","sentiment":"neutral","sentiment_score":0.0855821967124939},{"word":"end","start":263.44998,"end":263.77,"confidence":0.8828638,"punctuated_word":"end,","sentiment":"neutral","sentiment_score":0.09870361536741255},{"word":"okay","start":263.77,"end":264.25,"confidence":0.9981245,"punctuated_word":"okay,","sentiment":"neutral","sentiment_score":0.1004861518740654},{"word":"if","start":264.25,"end":264.57,"confidence":0.99934334,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.1207576021552086},{"word":"i","start":264.57,"end":264.72998,"confidence":0.9997708,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.1097402572631836},{"word":"will","start":264.72998,"end":265.05,"confidence":0.9999229,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.13326895236968994},{"word":"be","start":265.05,"end":265.21,"confidence":0.9995055,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.14204256236553192},{"word":"able","start":265.21,"end":265.69,"confidence":0.9999337,"punctuated_word":"able","sentiment":"neutral","sentiment_score":0.13388416171073914},{"word":"to","start":265.69,"end":266.19,"confidence":0.99959654,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.1658405959606171},{"word":"help","start":267.93,"end":268.25,"confidence":0.9988977,"punctuated_word":"help","sentiment":"neutral","sentiment_score":0.12189601361751556},{"word":"you","start":268.25,"end":268.57,"confidence":0.99984133,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.1180146262049675},{"word":"here","start":268.57,"end":269.07,"confidence":0.9813769,"punctuated_word":"here.","sentiment":"neutral","sentiment_score":0.09133930504322052},{"word":"and","start":269.44998,"end":269.94998,"confidence":0.9992054,"punctuated_word":"And","sentiment":"neutral","sentiment_score":0.011147502809762956},{"word":"i","start":270.16998,"end":270.33,"confidence":0.95017666,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.001881089061498642},{"word":"understand","start":270.33,"end":270.83,"confidence":0.9885028,"punctuated_word":"understand","sentiment":"neutral","sentiment_score":-0.039643559604883194},{"word":"any","start":271.93,"end":272.25,"confidence":0.96044356,"punctuated_word":"any","sentiment":"neutral","sentiment_score":-0.07829203456640244},{"word":"error","start":272.25,"end":272.57,"confidence":0.9839109,"punctuated_word":"error","sentiment":"neutral","sentiment_score":-0.09026539325714111},{"word":"that","start":272.57,"end":272.88998,"confidence":0.9994972,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.09917271882295609},{"word":"you're","start":272.88998,"end":273.38998,"confidence":0.994512,"punctuated_word":"you're","sentiment":"neutral","sentiment_score":-0.11665692180395126},{"word":"encountering","start":273.85,"end":274.35,"confidence":0.9994574,"punctuated_word":"encountering","sentiment":"neutral","sentiment_score":-0.150836780667305},{"word":"because","start":274.57,"end":275.07,"confidence":0.58466804,"punctuated_word":"because","sentiment":"neutral","sentiment_score":-0.09718646854162216},{"word":"you","start":275.365,"end":275.525,"confidence":0.99951077,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.07499870657920837},{"word":"know","start":275.525,"end":275.685,"confidence":0.9999106,"punctuated_word":"know","sentiment":"neutral","sentiment_score":-0.0700032114982605},{"word":"what","start":275.685,"end":276.185,"confidence":0.8639271,"punctuated_word":"what?","sentiment":"neutral","sentiment_score":-0.07718299329280853},{"word":"our","start":276.245,"end":276.485,"confidence":0.9964688,"punctuated_word":"Our","sentiment":"neutral","sentiment_score":-0.16545885801315308},{"word":"back","start":276.485,"end":276.805,"confidence":0.8840838,"punctuated_word":"back","sentiment":"neutral","sentiment_score":-0.1277691125869751},{"word":"end","start":276.805,"end":277.125,"confidence":0.99696225,"punctuated_word":"end","sentiment":"neutral","sentiment_score":-0.19198597967624664},{"word":"and","start":277.125,"end":277.365,"confidence":0.769516,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.2179322987794876},{"word":"it","start":277.365,"end":277.76498,"confidence":0.54146993,"punctuated_word":"IT","sentiment":"neutral","sentiment_score":-0.18110746145248413},{"word":"department","start":277.76498,"end":278.245,"confidence":0.7904525,"punctuated_word":"department,","sentiment":"neutral","sentiment_score":-0.22734561562538147},{"word":"it's","start":278.245,"end":278.485,"confidence":0.9966917,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":-0.1930181980133057},{"word":"still","start":278.485,"end":278.72498,"confidence":0.99953866,"punctuated_word":"still","sentiment":"neutral","sentiment_score":-0.16744326055049896},{"word":"under","start":278.72498,"end":279.125,"confidence":0.60538304,"punctuated_word":"under","sentiment":"neutral","sentiment_score":-0.1542382836341858},{"word":"process","start":279.125,"end":279.525,"confidence":0.9912947,"punctuated_word":"process","sentiment":"neutral","sentiment_score":-0.11609531193971634},{"word":"of","start":279.525,"end":279.925,"confidence":0.9893554,"punctuated_word":"of","sentiment":"neutral","sentiment_score":-0.1355346441268921},{"word":"some","start":279.925,"end":280.245,"confidence":0.9994967,"punctuated_word":"some","sentiment":"neutral","sentiment_score":-0.12400072813034058},{"word":"improvement","start":280.245,"end":280.745,"confidence":0.99845994,"punctuated_word":"improvement","sentiment":"neutral","sentiment_score":-0.062307387590408325},{"word":"in","start":280.805,"end":281.04498,"confidence":0.9979796,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.09152936935424805},{"word":"reference","start":281.04498,"end":281.525,"confidence":0.99969995,"punctuated_word":"reference","sentiment":"neutral","sentiment_score":-0.04967023432254791},{"word":"with","start":281.525,"end":281.685,"confidence":0.9942471,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.11086037755012512},{"word":"this","start":281.685,"end":282.00497,"confidence":0.9997528,"punctuated_word":"this","sentiment":"neutral","sentiment_score":-0.0875072330236435},{"word":"one","start":282.00497,"end":282.50497,"confidence":0.99562716,"punctuated_word":"one.","sentiment":"neutral","sentiment_score":-0.09081365168094636},{"word":"so","start":282.88498,"end":283.125,"confidence":0.99630153,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.014450456947088242},{"word":"one","start":283.125,"end":283.365,"confidence":0.99769163,"punctuated_word":"one","sentiment":"neutral","sentiment_score":-0.012678932398557665},{"word":"moment","start":283.365,"end":283.685,"confidence":0.98372984,"punctuated_word":"moment.","sentiment":"neutral","sentiment_score":-0.0031553078442811966},{"word":"okay","start":283.685,"end":284.16498,"confidence":0.9934179,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.00848566833883524},{"word":"because","start":284.16498,"end":284.485,"confidence":0.9960139,"punctuated_word":"Because","sentiment":"neutral","sentiment_score":-0.004397580400109291},{"word":"yesterday","start":284.485,"end":284.965,"confidence":0.86088586,"punctuated_word":"yesterday,","sentiment":"neutral","sentiment_score":0.018191304057836533},{"word":"it's","start":284.965,"end":285.205,"confidence":0.9929582,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":0.027782216668128967},{"word":"already","start":285.205,"end":285.685,"confidence":0.9969222,"punctuated_word":"already","sentiment":"neutral","sentiment_score":0.06540822237730026},{"word":"been","start":285.685,"end":286.00497,"confidence":0.9980996,"punctuated_word":"been","sentiment":"neutral","sentiment_score":0.04424488916993141},{"word":"working","start":286.00497,"end":286.50497,"confidence":0.9231431,"punctuated_word":"working.","sentiment":"neutral","sentiment_score":0.06301110982894897},{"word":"but","start":286.56497,"end":286.88498,"confidence":0.9991391,"punctuated_word":"But","sentiment":"neutral","sentiment_score":0.045552365481853485},{"word":"no","start":286.88498,"end":287.04498,"confidence":0.95910865,"punctuated_word":"no","sentiment":"neutral","sentiment_score":0.055433161556720734},{"word":"worries","start":287.04498,"end":287.28497,"confidence":0.7450194,"punctuated_word":"worries.","sentiment":"neutral","sentiment_score":0.1181512176990509},{"word":"with","start":287.28497,"end":287.525,"confidence":0.99274665,"punctuated_word":"With","sentiment":"neutral","sentiment_score":0.1992415487766266},{"word":"the","start":287.525,"end":287.60498,"confidence":0.9993449,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.30701860785484314},{"word":"payment","start":287.60498,"end":287.925,"confidence":0.9693365,"punctuated_word":"payment,","sentiment":"neutral","sentiment_score":0.2804940342903137},{"word":"it","start":287.925,"end":288.085,"confidence":0.9811322,"punctuated_word":"it","sentiment":"positive","sentiment_score":0.3811770379543304},{"word":"successfully","start":288.085,"end":288.585,"confidence":0.576655,"punctuated_word":"successfully","sentiment":"positive","sentiment_score":0.34359556436538696},{"word":"processed","start":288.805,"end":289.205,"confidence":0.9431994,"punctuated_word":"processed.","sentiment":"positive","sentiment_score":0.34937477111816406},{"word":"what","start":289.205,"end":289.365,"confidence":0.99960846,"punctuated_word":"What","sentiment":"neutral","sentiment_score":0.13931597769260406},{"word":"i'm","start":289.365,"end":289.525,"confidence":0.99991053,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.10654380172491074},{"word":"doing","start":289.525,"end":289.84497,"confidence":0.9998504,"punctuated_word":"doing","sentiment":"neutral","sentiment_score":0.11431615799665452},{"word":"now","start":289.84497,"end":290.16498,"confidence":0.9996809,"punctuated_word":"now","sentiment":"neutral","sentiment_score":0.09529275447130205},{"word":"is","start":290.16498,"end":290.32498,"confidence":0.9987534,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.0892353281378746},{"word":"trying","start":290.32498,"end":290.645,"confidence":0.9973328,"punctuated_word":"trying","sentiment":"neutral","sentiment_score":0.12384305894374847},{"word":"to","start":290.645,"end":291.145,"confidence":0.99938667,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.17022748291492462},{"word":"help","start":291.63,"end":291.87,"confidence":0.99982566,"punctuated_word":"help","sentiment":"neutral","sentiment_score":0.1659412682056427},{"word":"you","start":291.87,"end":292.37,"confidence":0.9999585,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.155595064163208},{"word":"to","start":293.47,"end":293.71,"confidence":0.9996482,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.1788298636674881},{"word":"set","start":293.71,"end":293.94998,"confidence":0.99315757,"punctuated_word":"set","sentiment":"neutral","sentiment_score":0.17378130555152893},{"word":"up","start":293.94998,"end":294.11,"confidence":0.9996793,"punctuated_word":"up","sentiment":"neutral","sentiment_score":0.1585998833179474},{"word":"the","start":294.11,"end":294.35,"confidence":0.99947184,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.17498643696308136},{"word":"direct","start":294.35,"end":294.75,"confidence":0.9903881,"punctuated_word":"direct","sentiment":"neutral","sentiment_score":0.14997899532318115},{"word":"debit","start":294.75,"end":295.15,"confidence":0.99971586,"punctuated_word":"debit","sentiment":"neutral","sentiment_score":0.12749448418617249},{"word":"as","start":295.15,"end":295.38998,"confidence":0.99003804,"punctuated_word":"as","sentiment":"neutral","sentiment_score":0.2027420699596405},{"word":"you","start":295.38998,"end":295.63,"confidence":0.5844454,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.13781078159809113},{"word":"requested","start":295.63,"end":296.13,"confidence":0.94703174,"punctuated_word":"requested.","sentiment":"neutral","sentiment_score":0.09809427708387376},{"word":"so","start":296.27,"end":296.77,"confidence":0.99926263,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.05375472083687782},{"word":"please","start":296.83,"end":297.15,"confidence":0.99255484,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.06333927065134048},{"word":"be","start":297.15,"end":297.31,"confidence":0.9919099,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.050356753170490265},{"word":"on","start":297.31,"end":297.38998,"confidence":0.9998129,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.04562939703464508},{"word":"the","start":297.38998,"end":297.47,"confidence":0.99926525,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.057639338076114655},{"word":"line","start":297.47,"end":297.79,"confidence":0.9998423,"punctuated_word":"line","sentiment":"neutral","sentiment_score":0.048263922333717346},{"word":"for","start":297.79,"end":298.03,"confidence":0.9977639,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.05079098418354988},{"word":"me","start":298.03,"end":298.19,"confidence":0.9987236,"punctuated_word":"me.","sentiment":"neutral","sentiment_score":0.043341100215911865},{"word":"okay","start":298.19,"end":298.69,"confidence":0.99934757,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.05206795036792755},{"word":"thank","start":300.11,"end":300.43,"confidence":0.9928167,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.5286369919776917},{"word":"you","start":300.43,"end":300.66998,"confidence":0.9994524,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.5556867718696594},{"word":"so","start":300.66998,"end":300.99,"confidence":0.99957484,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.5486555099487305},{"word":"much","start":300.99,"end":301.49,"confidence":0.9996152,"punctuated_word":"much.","sentiment":"positive","sentiment_score":0.5682283043861389},{"word":"thank","start":482.795,"end":483.035,"confidence":0.61841893,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.3860868513584137},{"word":"you","start":483.035,"end":483.275,"confidence":0.9996836,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.3890626132488251},{"word":"so","start":483.275,"end":483.435,"confidence":0.99908173,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.3658973276615143},{"word":"much","start":483.435,"end":483.835,"confidence":0.9999335,"punctuated_word":"much","sentiment":"positive","sentiment_score":0.4643509089946747},{"word":"for","start":483.835,"end":484.075,"confidence":0.9996013,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.4936919510364533},{"word":"patiently","start":484.075,"end":484.575,"confidence":0.9999621,"punctuated_word":"patiently","sentiment":"positive","sentiment_score":0.39399027824401855},{"word":"waiting","start":484.635,"end":484.875,"confidence":0.9999273,"punctuated_word":"waiting","sentiment":"positive","sentiment_score":0.5139063596725464},{"word":"on","start":484.875,"end":485.115,"confidence":0.9998865,"punctuated_word":"on","sentiment":"positive","sentiment_score":0.4554501175880432},{"word":"the","start":485.115,"end":485.275,"confidence":0.99984455,"punctuated_word":"the","sentiment":"positive","sentiment_score":0.4313140213489533},{"word":"line","start":485.275,"end":485.755,"confidence":0.99935865,"punctuated_word":"line,","sentiment":"positive","sentiment_score":0.38297775387763977},{"word":"richie","start":485.755,"end":486.255,"confidence":0.7931932,"punctuated_word":"Richie.","sentiment":"neutral","sentiment_score":0.062050145119428635},{"word":"i","start":486.635,"end":486.795,"confidence":0.9998715,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.05505664646625519},{"word":"do","start":486.795,"end":487.035,"confidence":0.999964,"punctuated_word":"do","sentiment":"neutral","sentiment_score":-0.06215115636587143},{"word":"apologize","start":487.035,"end":487.535,"confidence":0.99678874,"punctuated_word":"apologize.","sentiment":"neutral","sentiment_score":-0.08555254340171814},{"word":"i","start":487.995,"end":488.39502,"confidence":0.9999316,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.1644819974899292},{"word":"tried","start":488.39502,"end":488.875,"confidence":0.9954314,"punctuated_word":"tried","sentiment":"neutral","sentiment_score":-0.13168522715568542},{"word":"to","start":488.875,"end":489.115,"confidence":0.9999472,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.09561707079410552},{"word":"set","start":489.115,"end":489.355,"confidence":0.99628216,"punctuated_word":"set","sentiment":"neutral","sentiment_score":-0.04682464152574539},{"word":"up","start":489.355,"end":489.515,"confidence":0.9998241,"punctuated_word":"up","sentiment":"neutral","sentiment_score":-0.016280226409435272},{"word":"the","start":489.515,"end":489.755,"confidence":0.9983405,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.05257834866642952},{"word":"direct","start":489.755,"end":490.155,"confidence":0.9974717,"punctuated_word":"direct","sentiment":"neutral","sentiment_score":-0.03702934831380844},{"word":"debit","start":490.155,"end":490.655,"confidence":0.99989104,"punctuated_word":"debit","sentiment":"neutral","sentiment_score":-0.011023063212633131},{"word":"with","start":490.715,"end":490.95502,"confidence":0.99952304,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.031934794038534164},{"word":"the","start":490.95502,"end":491.195,"confidence":0.9966607,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.006433434784412384},{"word":"form","start":491.195,"end":491.695,"confidence":0.95856804,"punctuated_word":"form.","sentiment":"neutral","sentiment_score":-0.02231726236641407},{"word":"however","start":492.0,"end":492.40002,"confidence":0.99971056,"punctuated_word":"However,","sentiment":"neutral","sentiment_score":-0.1267145723104477},{"word":"i'm","start":492.40002,"end":492.72,"confidence":0.99978745,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.21074305474758148},{"word":"still","start":492.72,"end":493.04,"confidence":0.99990344,"punctuated_word":"still","sentiment":"neutral","sentiment_score":-0.23764029145240784},{"word":"also","start":493.04,"end":493.36002,"confidence":0.9986594,"punctuated_word":"also","sentiment":"neutral","sentiment_score":-0.21839874982833865},{"word":"getting","start":493.36002,"end":493.68002,"confidence":0.9998952,"punctuated_word":"getting","sentiment":"neutral","sentiment_score":-0.3164404630661011},{"word":"an","start":493.68002,"end":493.92,"confidence":0.99960333,"punctuated_word":"an","sentiment":"neutral","sentiment_score":-0.3098694086074829},{"word":"error","start":493.92,"end":494.32,"confidence":0.9984243,"punctuated_word":"error","sentiment":"neutral","sentiment_score":-0.2186666578054428},{"word":"right","start":494.32,"end":494.48,"confidence":0.9997074,"punctuated_word":"right","sentiment":"neutral","sentiment_score":-0.3212879002094269},{"word":"now","start":494.48,"end":494.98,"confidence":0.974067,"punctuated_word":"now.","sentiment":"neutral","sentiment_score":-0.28571978211402893},{"word":"so","start":495.36002,"end":495.52002,"confidence":0.9994905,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.07364704459905624},{"word":"here's","start":495.52002,"end":495.84,"confidence":0.99824226,"punctuated_word":"here's","sentiment":"neutral","sentiment_score":-0.040502674877643585},{"word":"what","start":495.84,"end":496.0,"confidence":0.9998196,"punctuated_word":"what","sentiment":"neutral","sentiment_score":-0.021234560757875443},{"word":"i'm","start":496.0,"end":496.24002,"confidence":0.9999027,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.005847507622092962},{"word":"going","start":496.24002,"end":496.56,"confidence":0.99989104,"punctuated_word":"going","sentiment":"neutral","sentiment_score":0.059474654495716095},{"word":"to","start":496.56,"end":496.64,"confidence":0.9993,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.03291994705796242},{"word":"do","start":496.64,"end":497.14,"confidence":0.9801147,"punctuated_word":"do.","sentiment":"neutral","sentiment_score":0.01680389791727066},{"word":"once","start":497.36002,"end":497.76,"confidence":0.99968064,"punctuated_word":"Once","sentiment":"neutral","sentiment_score":0.031138215214014053},{"word":"this","start":497.76,"end":498.26,"confidence":0.9923344,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.05441317334771156},{"word":"backup","start":498.32,"end":498.80002,"confidence":0.48108324,"punctuated_word":"backup","sentiment":"neutral","sentiment_score":0.020544912666082386},{"word":"and","start":498.80002,"end":499.04,"confidence":0.98858404,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.05774842947721481},{"word":"running","start":499.04,"end":499.54,"confidence":0.9990561,"punctuated_word":"running,","sentiment":"neutral","sentiment_score":0.06426835060119629},{"word":"i","start":499.84,"end":500.0,"confidence":0.99978215,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.05319128558039665},{"word":"will","start":500.0,"end":500.32,"confidence":0.9999194,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.06832300871610641},{"word":"just","start":500.32,"end":500.80002,"confidence":0.99964654,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.07096914201974869},{"word":"call","start":500.80002,"end":501.04,"confidence":0.99758065,"punctuated_word":"call","sentiment":"neutral","sentiment_score":0.06889943033456802},{"word":"you","start":501.04,"end":501.2,"confidence":0.99979216,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.05341843515634537},{"word":"back","start":501.2,"end":501.44,"confidence":0.9999356,"punctuated_word":"back","sentiment":"neutral","sentiment_score":0.0943480134010315},{"word":"to","start":501.44,"end":501.6,"confidence":0.99987483,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.10903862118721008},{"word":"help","start":501.6,"end":501.84,"confidence":0.9999685,"punctuated_word":"help","sentiment":"neutral","sentiment_score":0.14432501792907715},{"word":"you","start":501.84,"end":502.08002,"confidence":0.9996896,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.13411679863929749},{"word":"set","start":502.08002,"end":502.32,"confidence":0.9996057,"punctuated_word":"set","sentiment":"neutral","sentiment_score":0.15042836964130402},{"word":"this","start":502.32,"end":502.56,"confidence":0.9977077,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.13107101619243622},{"word":"up","start":502.56,"end":502.88,"confidence":0.8949016,"punctuated_word":"up.","sentiment":"neutral","sentiment_score":0.11793214082717896},{"word":"because","start":502.88,"end":503.28,"confidence":0.98879063,"punctuated_word":"Because","sentiment":"neutral","sentiment_score":0.08783961087465286},{"word":"yesterday","start":503.28,"end":503.78,"confidence":0.93096423,"punctuated_word":"yesterday,","sentiment":"neutral","sentiment_score":0.1699947565793991},{"word":"it's","start":503.84,"end":504.08002,"confidence":0.99908257,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":0.1737748682498932},{"word":"really","start":504.08002,"end":504.48,"confidence":0.9713926,"punctuated_word":"really","sentiment":"neutral","sentiment_score":0.21342436969280243},{"word":"working","start":504.48,"end":504.98,"confidence":0.8036138,"punctuated_word":"working,","sentiment":"neutral","sentiment_score":0.2361002266407013},{"word":"and","start":505.51498,"end":505.755,"confidence":0.9998914,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.2675936222076416},{"word":"other","start":505.755,"end":506.155,"confidence":0.99643123,"punctuated_word":"other","sentiment":"positive","sentiment_score":0.3427932858467102},{"word":"customers","start":506.155,"end":506.655,"confidence":0.8717962,"punctuated_word":"customers","sentiment":"neutral","sentiment_score":0.24445495009422305},{"word":"successfully","start":506.79498,"end":507.29498,"confidence":0.998858,"punctuated_word":"successfully","sentiment":"positive","sentiment_score":0.34922945499420166},{"word":"set","start":507.435,"end":507.675,"confidence":0.9887229,"punctuated_word":"set","sentiment":"neutral","sentiment_score":0.2539947032928467},{"word":"up","start":507.675,"end":507.915,"confidence":0.9993374,"punctuated_word":"up","sentiment":"neutral","sentiment_score":0.2120207846164703},{"word":"their","start":507.915,"end":508.315,"confidence":0.9953219,"punctuated_word":"their","sentiment":"neutral","sentiment_score":0.22848570346832275},{"word":"direct","start":508.315,"end":508.79498,"confidence":0.8558007,"punctuated_word":"direct","sentiment":"neutral","sentiment_score":0.1917024552822113},{"word":"debit","start":508.79498,"end":509.115,"confidence":0.9698914,"punctuated_word":"debit.","sentiment":"neutral","sentiment_score":0.07341272383928299},{"word":"but","start":509.115,"end":509.435,"confidence":0.9998274,"punctuated_word":"But","sentiment":"neutral","sentiment_score":-0.0214930921792984},{"word":"today","start":509.435,"end":509.935,"confidence":0.94184816,"punctuated_word":"today,","sentiment":"neutral","sentiment_score":-0.04951544106006622},{"word":"there's","start":510.155,"end":510.475,"confidence":0.9637562,"punctuated_word":"there's","sentiment":"neutral","sentiment_score":-0.20277094841003415},{"word":"still","start":510.475,"end":510.875,"confidence":0.9981109,"punctuated_word":"still","sentiment":"neutral","sentiment_score":-0.2526146173477173},{"word":"a","start":510.875,"end":511.035,"confidence":0.9840545,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.29369720816612244},{"word":"internal","start":511.035,"end":511.535,"confidence":0.99803096,"punctuated_word":"internal","sentiment":"neutral","sentiment_score":-0.2412160187959671},{"word":"server","start":511.595,"end":512.075,"confidence":0.9992836,"punctuated_word":"server","sentiment":"negative","sentiment_score":-0.34805935621261597},{"word":"error","start":512.075,"end":512.575,"confidence":0.962431,"punctuated_word":"error.","sentiment":"neutral","sentiment_score":-0.2654142379760742},{"word":"so","start":512.795,"end":513.035,"confidence":0.9993567,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.12592439353466034},{"word":"once","start":513.035,"end":513.355,"confidence":0.99831235,"punctuated_word":"once","sentiment":"neutral","sentiment_score":-0.12374213337898254},{"word":"it's","start":513.355,"end":513.855,"confidence":0.9995413,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":-0.08318839222192764},{"word":"okay","start":513.915,"end":514.415,"confidence":0.9990017,"punctuated_word":"okay,","sentiment":"neutral","sentiment_score":-0.008394286036491394},{"word":"i","start":514.555,"end":514.71497,"confidence":0.9998976,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.0026287883520126343},{"word":"will","start":514.71497,"end":514.955,"confidence":0.99992335,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.020718351006507874},{"word":"just","start":514.955,"end":515.275,"confidence":0.999895,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.033072732388973236},{"word":"call","start":515.275,"end":515.435,"confidence":0.9998778,"punctuated_word":"call","sentiment":"neutral","sentiment_score":0.02961842715740204},{"word":"you","start":515.435,"end":515.675,"confidence":0.99988747,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.02195405215024948},{"word":"to","start":515.675,"end":515.995,"confidence":0.999605,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.05867829918861389},{"word":"help","start":515.995,"end":516.315,"confidence":0.9998567,"punctuated_word":"help","sentiment":"neutral","sentiment_score":0.08417460322380066},{"word":"you","start":516.315,"end":516.475,"confidence":0.99973816,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.04025610163807869},{"word":"set","start":516.475,"end":516.71497,"confidence":0.9997416,"punctuated_word":"set","sentiment":"neutral","sentiment_score":0.06615588068962097},{"word":"this","start":516.71497,"end":516.955,"confidence":0.9997981,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.014814838767051697},{"word":"up","start":516.955,"end":517.35297,"confidence":0.9992514,"punctuated_word":"up","sentiment":"neutral","sentiment_score":0.05154235661029816},{"word":"on","start":517.51294,"end":517.753,"confidence":0.9995586,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.02680768072605133},{"word":"your","start":517.753,"end":517.83295,"confidence":0.9999075,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.01975439488887787},{"word":"account","start":517.83295,"end":518.313,"confidence":0.9991466,"punctuated_word":"account.","sentiment":"neutral","sentiment_score":-0.020271213725209236},{"word":"okay","start":518.313,"end":518.813,"confidence":0.9990251,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.022139765322208405},{"word":"you're","start":520.633,"end":520.95294,"confidence":0.9556073,"punctuated_word":"You're","sentiment":"positive","sentiment_score":0.3852498233318329},{"word":"welcome","start":520.95294,"end":521.45294,"confidence":0.9942071,"punctuated_word":"welcome.","sentiment":"positive","sentiment_score":0.4944586157798767},{"word":"you","start":521.993,"end":522.233,"confidence":0.955679,"punctuated_word":"You","sentiment":"positive","sentiment_score":0.4471374750137329},{"word":"do","start":522.233,"end":522.39294,"confidence":0.99365646,"punctuated_word":"do","sentiment":"positive","sentiment_score":0.4709675908088684},{"word":"the","start":522.39294,"end":522.633,"confidence":0.9604034,"punctuated_word":"the","sentiment":"positive","sentiment_score":0.4073223769664765},{"word":"same","start":522.633,"end":522.95294,"confidence":0.9960032,"punctuated_word":"same.","sentiment":"positive","sentiment_score":0.4224108159542084},{"word":"please","start":522.95294,"end":523.193,"confidence":0.9879637,"punctuated_word":"Please","sentiment":"positive","sentiment_score":0.4148675501346588},{"word":"be","start":523.193,"end":523.433,"confidence":0.99549556,"punctuated_word":"be","sentiment":"positive","sentiment_score":0.4242182970046997},{"word":"safe","start":523.433,"end":523.753,"confidence":0.99948466,"punctuated_word":"safe","sentiment":"positive","sentiment_score":0.35685527324676514},{"word":"always","start":523.753,"end":524.253,"confidence":0.98156166,"punctuated_word":"always.","sentiment":"positive","sentiment_score":0.4253470301628113},{"word":"thank","start":524.71295,"end":524.95294,"confidence":0.9976956,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.4483843445777893},{"word":"you","start":524.95294,"end":525.35297,"confidence":0.99984807,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.27636057138442993},{"word":"bye","start":525.35297,"end":525.59296,"confidence":0.99965215,"punctuated_word":"Bye","sentiment":"neutral","sentiment_score":0.18000391125679016},{"word":"bye","start":525.59296,"end":526.09296,"confidence":0.99829626,"punctuated_word":"bye.","sentiment":"neutral","sentiment_score":0.2048943042755127}],"paragraphs":{"transcript":"\nThank you so much for calling your account. How may I help you today? Oh, sure. Nice to have you, Lou. Okay.\n\nNo worries. I will help help you out. One moment. Okay? Yes.\n\nDefinitely. I will help you to process your current invoice. And then afterwards, I will help you to set up the direct debit as well. Okay? Because we just recently have this up and running so we could set up this today.\n\nJust bear with me. I will pull out your account first. And I'm speaking to miss Ritchie Godkin. Correct? Thank you.\n\nNice to have you on the line. So for your current invoice, it's $79.95. Are you going to use your Visa or your Mastercard? Okay. Thank you.\n\nVisa card. Just bear with me. Okay? I just need to wait for this page to load so we can put in your card details. May I have your card number, please?\n\nSure. Thank you. The card expiration date, please? Thank you. Security code, please?\n\n795. Okay. 795. One moment here. Okay, Richie.\n\nThe payment has been successfully processed. You will receive your payment receipt shortly to your email address. And then, please be on the line. Let me help you to set up the direct debit using your card. Okay?\n\nJust bear with me here. And you said earlier you cannot log in to the customer portal? Abbas, you do you have the password and username? Would you like to try to log in while I have you on the line? So moving forward, you will be able to monitor your account as well.\n\nI could send you your credentials, your username and password. Then let's see if it's still okay. Sure. Sure. I would be happy to do it for you.\n\nOne moment. Okay? Yeah. I'm doing it now for you here. Let me check it on my end, okay, if I will be able to help you here.\n\nAnd I understand any error that you're encountering because you know what? Our back end and IT department, it's still under process of some improvement in reference with this one. So one moment. Okay? Because yesterday, it's already been working.\n\nBut no worries. With the payment, it successfully processed. What I'm doing now is trying to help you to set up the direct debit as you requested. So please be on the line for me. Okay?\n\nThank you so much. Thank you so much for patiently waiting on the line, Richie. I do apologize. I tried to set up the direct debit with the form. However, I'm still also getting an error right now.\n\nSo here's what I'm going to do. Once this backup and running, I will just call you back to help you set this up. Because yesterday, it's really working, and other customers successfully set up their direct debit. But today, there's still a internal server error. So once it's okay, I will just call you to help you set this up on your account.\n\nOkay? You're welcome. You do the same. Please be safe always. Thank you.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Thank you so much for calling your account.","start":0.96,"end":3.3,"sentiment":"positive","sentiment_score":0.701946571469307},{"text":"How may I help you today?","start":3.4399998,"end":4.8199997,"sentiment":"positive","sentiment_score":0.5974620779355367},{"text":"Oh, sure.","start":17.195,"end":17.675,"sentiment":"neutral","sentiment_score":-0.16896802932024002},{"text":"Nice to have you, Lou.","start":17.675,"end":18.975,"sentiment":"negative","sentiment_score":-0.4852472424507141},{"text":"Okay.","start":23.195,"end":23.675,"sentiment":"neutral","sentiment_score":-0.11265037208795547}],"sentiment":"neutral","sentiment_score":0.2874328361993486,"num_words":22,"start":0.96,"end":23.675},{"sentences":[{"text":"No worries.","start":23.675,"end":24.235,"sentiment":"neutral","sentiment_score":-0.0302460677921772},{"text":"I will help help you out.","start":24.235,"end":25.935001,"sentiment":"neutral","sentiment_score":0.12836983675758043},{"text":"One moment.","start":27.02,"end":27.68,"sentiment":"neutral","sentiment_score":0.15268969535827637},{"text":"Okay?","start":37.1,"end":37.58,"sentiment":"neutral","sentiment_score":0.1061633825302124},{"text":"Yes.","start":37.58,"end":37.9,"sentiment":"neutral","sentiment_score":0.19827523827552795}],"sentiment":"neutral","sentiment_score":0.10996207470695178,"num_words":12,"start":23.675,"end":37.9},{"sentences":[{"text":"Definitely.","start":37.9,"end":38.4,"sentiment":"positive","sentiment_score":0.334885835647583},{"text":"I will help you to process your current invoice.","start":38.7,"end":42.705,"sentiment":"positive","sentiment_score":0.35129521952735054},{"text":"And then afterwards, I will help you to set up the direct debit as well.","start":42.845,"end":47.885002,"sentiment":"neutral","sentiment_score":0.29913869897524514},{"text":"Okay?","start":47.885002,"end":48.385002,"sentiment":"neutral","sentiment_score":0.18006697297096252},{"text":"Because we just recently have this up and running so we could set up this today.","start":48.925003,"end":56.69,"sentiment":"positive","sentiment_score":0.3752654669806361}],"sentiment":"positive","sentiment_score":0.3373318509686561,"num_words":42,"start":37.9,"end":56.69},{"sentences":[{"text":"Just bear with me.","start":56.69,"end":57.489998,"sentiment":"neutral","sentiment_score":0.18153829127550125},{"text":"I will pull out your account first.","start":57.489998,"end":59.51,"sentiment":"neutral","sentiment_score":0.12251995184591838},{"text":"And I'm speaking to miss Ritchie Godkin.","start":59.969997,"end":62.949997,"sentiment":"neutral","sentiment_score":0.08603570503847939},{"text":"Correct?","start":63.649998,"end":64.149994,"sentiment":"neutral","sentiment_score":0.0894147977232933},{"text":"Thank you.","start":65.81,"end":66.369995,"sentiment":"positive","sentiment_score":0.49063898622989655}],"sentiment":"neutral","sentiment_score":0.15508264445123218,"num_words":21,"start":56.69,"end":66.369995},{"sentences":[{"text":"Nice to have you on the line.","start":66.369995,"end":67.99,"sentiment":"positive","sentiment_score":0.5749902852943966},{"text":"So for your current invoice, it's $79.95.","start":68.33501,"end":73.075005,"sentiment":"neutral","sentiment_score":0.28209555787699564},{"text":"Are you going to use your Visa or your Mastercard?","start":73.375,"end":77.075005,"sentiment":"neutral","sentiment_score":0.08862408697605133},{"text":"Okay.","start":80.415,"end":80.915,"sentiment":"neutral","sentiment_score":0.14987710118293762},{"text":"Thank you.","start":81.055,"end":81.955,"sentiment":"neutral","sentiment_score":0.23180555552244186}],"sentiment":"neutral","sentiment_score":0.27775296237733627,"num_words":27,"start":66.369995,"end":81.955},{"sentences":[{"text":"Visa card.","start":82.015,"end":83.075005,"sentiment":"neutral","sentiment_score":0.14896243065595627},{"text":"Just bear with me.","start":92.64,"end":93.52,"sentiment":"neutral","sentiment_score":0.12171771004796028},{"text":"Okay?","start":93.52,"end":94.02,"sentiment":"neutral","sentiment_score":0.09829598665237428},{"text":"I just need to wait for this page to load so we can put in your card details.","start":94.32,"end":103.105,"sentiment":"neutral","sentiment_score":0.0693970833801561},{"text":"May I have your card number, please?","start":103.325005,"end":105.585,"sentiment":"neutral","sentiment_score":0.046834517270326614}],"sentiment":"neutral","sentiment_score":0.07687752530910075,"num_words":32,"start":82.015,"end":105.585},{"sentences":[{"text":"Sure.","start":125.5,"end":126.0,"sentiment":"neutral","sentiment_score":0.01814136654138565},{"text":"Thank you.","start":137.385,"end":138.205,"sentiment":"neutral","sentiment_score":0.0898514986038208},{"text":"The card expiration date, please?","start":138.345,"end":140.765,"sentiment":"neutral","sentiment_score":0.037844641134142876},{"text":"Thank you.","start":146.26001,"end":147.08,"sentiment":"neutral","sentiment_score":0.07403037324547768},{"text":"Security code, please?","start":148.18001,"end":149.56,"sentiment":"neutral","sentiment_score":0.030761096626520157}],"sentiment":"neutral","sentiment_score":0.048262431214635186,"num_words":13,"start":125.5,"end":149.56},{"sentences":[{"text":"795.","start":153.7,"end":155.08,"sentiment":"neutral","sentiment_score":0.01797301508486271},{"text":"Okay.","start":158.88501,"end":159.38501,"sentiment":"neutral","sentiment_score":0.03602396696805954},{"text":"795.","start":163.445,"end":164.725,"sentiment":"neutral","sentiment_score":0.03548146411776543},{"text":"One moment here.","start":164.725,"end":165.945,"sentiment":"neutral","sentiment_score":0.056820436070362725},{"text":"Okay, Richie.","start":186.07501,"end":186.975,"sentiment":"neutral","sentiment_score":0.2039494588971138}],"sentiment":"neutral","sentiment_score":0.08347983402200043,"num_words":8,"start":153.7,"end":186.975},{"sentences":[{"text":"The payment has been successfully processed.","start":187.035,"end":189.535,"sentiment":"positive","sentiment_score":0.3684679716825485},{"text":"You will receive your payment receipt shortly to your email address.","start":190.07501,"end":194.335,"sentiment":"neutral","sentiment_score":0.26492583616213367},{"text":"And then, please be on the line.","start":195.035,"end":197.535,"sentiment":"neutral","sentiment_score":0.17557453683444432},{"text":"Let me help you to set up the direct debit using your card.","start":197.835,"end":202.46,"sentiment":"neutral","sentiment_score":0.20191888855053827},{"text":"Okay?","start":202.46,"end":202.86,"sentiment":"neutral","sentiment_score":0.07921022176742554}],"sentiment":"neutral","sentiment_score":0.23837288312221827,"num_words":38,"start":187.035,"end":202.86},{"sentences":[{"text":"Just bear with me here.","start":202.86,"end":204.16,"sentiment":"neutral","sentiment_score":0.012229498475790024},{"text":"And you said earlier you cannot log in to the customer portal?","start":205.02,"end":210.32,"sentiment":"neutral","sentiment_score":-0.21860365072886148},{"text":"Abbas, you do you have the password and username?","start":215.42499,"end":218.965,"sentiment":"neutral","sentiment_score":-0.059928918878237404},{"text":"Would you like to try to log in while I have you on the line?","start":219.105,"end":222.805,"sentiment":"neutral","sentiment_score":0.051483751833438875},{"text":"So moving forward, you will be able to monitor your account as well.","start":222.94499,"end":226.70499,"sentiment":"neutral","sentiment_score":0.2030647024512291}],"sentiment":"neutral","sentiment_score":0.005752607835111795,"num_words":54,"start":202.86,"end":226.70499},{"sentences":[{"text":"I could send you your credentials, your username and password.","start":226.70499,"end":230.64499,"sentiment":"neutral","sentiment_score":0.15240556001663208},{"text":"Then let's see if it's still okay.","start":232.09,"end":236.89,"sentiment":"neutral","sentiment_score":0.0800839156976768},{"text":"Sure.","start":236.89,"end":237.21,"sentiment":"neutral","sentiment_score":0.26270991563796997},{"text":"Sure.","start":237.21,"end":237.45,"sentiment":"positive","sentiment_score":0.3643583357334137},{"text":"I would be happy to do it for you.","start":237.45,"end":239.63,"sentiment":"positive","sentiment_score":0.6077958544095358}],"sentiment":"neutral","sentiment_score":0.29220978396811653,"num_words":28,"start":226.70499,"end":239.63},{"sentences":[{"text":"One moment.","start":240.09,"end":240.81,"sentiment":"neutral","sentiment_score":-0.02240859344601631},{"text":"Okay?","start":240.81,"end":241.31,"sentiment":"neutral","sentiment_score":-0.10168717801570892},{"text":"Yeah.","start":258.035,"end":258.535,"sentiment":"neutral","sentiment_score":-0.09068386256694794},{"text":"I'm doing it now for you here.","start":258.835,"end":260.995,"sentiment":"neutral","sentiment_score":0.05572165761675153},{"text":"Let me check it on my end, okay, if I will be able to help you here.","start":260.995,"end":269.07,"sentiment":"neutral","sentiment_score":0.10948911681771278}],"sentiment":"neutral","sentiment_score":0.07193494149084602,"num_words":28,"start":240.09,"end":269.07},{"sentences":[{"text":"And I understand any error that you're encountering because you know what?","start":269.44998,"end":276.185,"sentiment":"neutral","sentiment_score":-0.07374769790718953},{"text":"Our back end and IT department, it's still under process of some improvement in reference with this one.","start":276.245,"end":282.50497,"sentiment":"neutral","sentiment_score":-0.1385898892250326},{"text":"So one moment.","start":282.88498,"end":283.685,"sentiment":"neutral","sentiment_score":-0.010094899063309034},{"text":"Okay?","start":283.685,"end":284.16498,"sentiment":"neutral","sentiment_score":0.00848566833883524},{"text":"Because yesterday, it's already been working.","start":284.16498,"end":286.50497,"sentiment":"neutral","sentiment_score":0.035706693617006145}],"sentiment":"neutral","sentiment_score":-0.0796787312021479,"num_words":40,"start":269.44998,"end":286.50497},{"sentences":[{"text":"But no worries.","start":286.56497,"end":287.28497,"sentiment":"neutral","sentiment_score":0.07304558157920837},{"text":"With the payment, it successfully processed.","start":287.28497,"end":289.205,"sentiment":"neutral","sentiment_score":0.31015026072661084},{"text":"What I'm doing now is trying to help you to set up the direct debit as you requested.","start":289.205,"end":296.13,"sentiment":"neutral","sentiment_score":0.14236827732788193},{"text":"So please be on the line for me.","start":296.27,"end":298.19,"sentiment":"neutral","sentiment_score":0.051639435812830925},{"text":"Okay?","start":298.19,"end":298.69,"sentiment":"neutral","sentiment_score":0.05206795036792755}],"sentiment":"neutral","sentiment_score":0.14188474271860388,"num_words":36,"start":286.56497,"end":298.69},{"sentences":[{"text":"Thank you so much.","start":300.11,"end":301.49,"sentiment":"positive","sentiment_score":0.5503018945455551},{"text":"Thank you so much for patiently waiting on the line, Richie.","start":482.795,"end":486.255,"sentiment":"positive","sentiment_score":0.39443439346822823},{"text":"I do apologize.","start":486.635,"end":487.535,"sentiment":"neutral","sentiment_score":-0.06758678207794826},{"text":"I tried to set up the direct debit with the form.","start":487.995,"end":491.695,"sentiment":"neutral","sentiment_score":-0.05484895865348252},{"text":"However, I'm still also getting an error right now.","start":492.0,"end":494.98,"sentiment":"neutral","sentiment_score":-0.24949787557125092}],"sentiment":"neutral","sentiment_score":0.0918001614412979,"num_words":38,"start":300.11,"end":494.98},{"sentences":[{"text":"So here's what I'm going to do.","start":495.36002,"end":497.14,"sentiment":"neutral","sentiment_score":-0.002905467591647591},{"text":"Once this backup and running, I will just call you back to help you set this up.","start":497.36002,"end":502.88,"sentiment":"neutral","sentiment_score":0.08377496240770116},{"text":"Because yesterday, it's really working, and other customers successfully set up their direct debit.","start":502.88,"end":509.115,"sentiment":"neutral","sentiment_score":0.21748725111995423},{"text":"But today, there's still a internal server error.","start":509.115,"end":512.575,"sentiment":"neutral","sentiment_score":-0.20934761501848698},{"text":"So once it's okay, I will just call you to help you set this up on your account.","start":512.795,"end":518.313,"sentiment":"neutral","sentiment_score":0.005744361732569005}],"sentiment":"neutral","sentiment_score":0.044957424914173316,"num_words":64,"start":495.36002,"end":518.313},{"sentences":[{"text":"Okay?","start":518.313,"end":518.813,"sentiment":"neutral","sentiment_score":0.022139765322208405},{"text":"You're welcome.","start":520.633,"end":521.45294,"sentiment":"positive","sentiment_score":0.4398542195558548},{"text":"You do the same.","start":521.993,"end":522.95294,"sentiment":"positive","sentiment_score":0.43695956468582153},{"text":"Please be safe always.","start":522.95294,"end":524.253,"sentiment":"positive","sentiment_score":0.40532203763723373},{"text":"Thank you.","start":524.71295,"end":525.35297,"sentiment":"positive","sentiment_score":0.3623724579811096}],"sentiment":"positive","sentiment_score":0.38428611766833526,"num_words":13,"start":518.313,"end":525.35297},{"sentences":[{"text":"Bye bye.","start":525.35297,"end":526.09296,"sentiment":"neutral","sentiment_score":0.19244910776615143}],"sentiment":"neutral","sentiment_score":0.19244910776615143,"num_words":2,"start":525.35297,"end":526.09296}]}}]},{"alternatives":[{"transcript":"Hi. Good afternoon. This is Richie Gaggen. Can I make a payment for my Airtel payment for this month? I could not log I could I could not log in I could not log in my account. So I this end okay. Yep. Yes, please. Can you just make it can you just make this one as, like, direct debit on that account every month rather to call you every month as well? Yes, please. Yeah. That's correct. Thank you. I use my Visa. It's fine. 4017954219123909. I repeat. 4 017954219123909. 08/2028. 795. Yeah. Okay. Yeah. That's right. I don't know why. Would you mind to do that for me? Because I can't plug in. I don't know. I can't plug in. So I didn't I don't have, like, the password here. This to send me something. Rather to get that every month because the same card. So I don't you know, I it's annoying for me. Okay. Yeah. That's fine. I appreciate it. No worries. Okay. Okay. Thank you. Have a lovely day. Thank you so much. Thank you so much. Bye bye.","confidence":0.9973643,"words":[{"word":"hi","start":5.92,"end":6.24,"confidence":0.9827087,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.18979084491729736},{"word":"good","start":6.24,"end":6.56,"confidence":0.9992944,"punctuated_word":"Good","sentiment":"positive","sentiment_score":0.36417773365974426},{"word":"afternoon","start":6.56,"end":7.06,"confidence":0.99980795,"punctuated_word":"afternoon.","sentiment":"neutral","sentiment_score":0.287609726190567},{"word":"this","start":7.2,"end":7.44,"confidence":0.9998398,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.2159248888492584},{"word":"is","start":7.44,"end":7.6,"confidence":0.99968827,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.2755962908267975},{"word":"richie","start":7.6,"end":8.1,"confidence":0.37751815,"punctuated_word":"Richie","sentiment":"neutral","sentiment_score":0.27665919065475464},{"word":"gaggen","start":8.24,"end":8.74,"confidence":0.560521,"punctuated_word":"Gaggen.","sentiment":"neutral","sentiment_score":0.2149530053138733},{"word":"can","start":10.4,"end":10.719999,"confidence":0.921625,"punctuated_word":"Can","sentiment":"neutral","sentiment_score":0.19010624289512632},{"word":"i","start":10.719999,"end":11.04,"confidence":0.99932253,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.2053482681512833},{"word":"make","start":11.04,"end":11.28,"confidence":0.895094,"punctuated_word":"make","sentiment":"neutral","sentiment_score":0.17381787300109863},{"word":"a","start":11.28,"end":11.44,"confidence":0.9287692,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.1600014567375183},{"word":"payment","start":11.44,"end":11.94,"confidence":0.9997352,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":0.12517887353897095},{"word":"for","start":12.08,"end":12.58,"confidence":0.9993687,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.1291022151708603},{"word":"my","start":12.88,"end":13.38,"confidence":0.97546583,"punctuated_word":"my","sentiment":"neutral","sentiment_score":0.19314256310462952},{"word":"airtel","start":14.085,"end":14.585,"confidence":0.9949322,"punctuated_word":"Airtel","sentiment":"neutral","sentiment_score":0.201998308300972},{"word":"payment","start":15.045,"end":15.525001,"confidence":0.9964678,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":0.20773684978485107},{"word":"for","start":15.525001,"end":15.765,"confidence":0.9992843,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.13569331169128418},{"word":"this","start":15.765,"end":16.005001,"confidence":0.99994385,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.1519840657711029},{"word":"month","start":16.005001,"end":16.505001,"confidence":0.9989256,"punctuated_word":"month?","sentiment":"neutral","sentiment_score":0.1345822513103485},{"word":"i","start":17.205,"end":17.365,"confidence":0.9885471,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.20343968272209167},{"word":"could","start":17.365,"end":17.605,"confidence":0.97830975,"punctuated_word":"could","sentiment":"neutral","sentiment_score":-0.29488271474838257},{"word":"not","start":17.605,"end":17.845001,"confidence":0.98899955,"punctuated_word":"not","sentiment":"negative","sentiment_score":-0.3701838254928589},{"word":"log","start":17.845001,"end":18.085,"confidence":0.8345186,"punctuated_word":"log","sentiment":"negative","sentiment_score":-0.5850861072540283},{"word":"i","start":18.485,"end":18.565,"confidence":0.9808533,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.3631098568439483},{"word":"could","start":18.565,"end":18.885,"confidence":0.96369696,"punctuated_word":"could","sentiment":"negative","sentiment_score":-0.3734533488750458},{"word":"i","start":18.885,"end":19.125,"confidence":0.9461301,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.3807281255722046},{"word":"could","start":19.125,"end":19.285,"confidence":0.99982125,"punctuated_word":"could","sentiment":"negative","sentiment_score":-0.4198105037212372},{"word":"not","start":19.285,"end":19.605,"confidence":0.99914134,"punctuated_word":"not","sentiment":"negative","sentiment_score":-0.3967033326625824},{"word":"log","start":19.605,"end":19.925,"confidence":0.99241954,"punctuated_word":"log","sentiment":"negative","sentiment_score":-0.4461279809474945},{"word":"in","start":19.925,"end":20.405,"confidence":0.9985875,"punctuated_word":"in","sentiment":"negative","sentiment_score":-0.4865873157978058},{"word":"i","start":20.405,"end":20.565,"confidence":0.9700211,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.44830092787742615},{"word":"could","start":20.565,"end":20.805,"confidence":0.9997452,"punctuated_word":"could","sentiment":"negative","sentiment_score":-0.481084406375885},{"word":"not","start":20.805,"end":21.045,"confidence":0.9989083,"punctuated_word":"not","sentiment":"negative","sentiment_score":-0.4236297309398651},{"word":"log","start":21.045,"end":21.285,"confidence":0.9970795,"punctuated_word":"log","sentiment":"negative","sentiment_score":-0.446083664894104},{"word":"in","start":21.285,"end":21.525,"confidence":0.999479,"punctuated_word":"in","sentiment":"negative","sentiment_score":-0.4574022591114044},{"word":"my","start":21.525,"end":21.765,"confidence":0.99935573,"punctuated_word":"my","sentiment":"negative","sentiment_score":-0.529794454574585},{"word":"account","start":21.765,"end":22.265,"confidence":0.8946425,"punctuated_word":"account.","sentiment":"negative","sentiment_score":-0.4723942279815674},{"word":"so","start":22.404999,"end":22.904999,"confidence":0.9984492,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.16457140445709229},{"word":"i","start":23.525,"end":24.005001,"confidence":0.97764504,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.06230861693620682},{"word":"this","start":24.085,"end":24.485,"confidence":0.22170754,"punctuated_word":"this","sentiment":"neutral","sentiment_score":-0.024370118975639343},{"word":"end","start":24.485,"end":24.725,"confidence":0.7204148,"punctuated_word":"end","sentiment":"neutral","sentiment_score":0.15013274550437927},{"word":"okay","start":24.965,"end":25.445,"confidence":0.85914826,"punctuated_word":"okay.","sentiment":"neutral","sentiment_score":0.1747724711894989},{"word":"yep","start":25.445,"end":25.765,"confidence":0.8200531,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.16375227272510529},{"word":"yes","start":25.765,"end":26.085,"confidence":0.99146295,"punctuated_word":"Yes,","sentiment":"neutral","sentiment_score":0.1835913211107254},{"word":"please","start":26.085,"end":26.55,"confidence":0.9990698,"punctuated_word":"please.","sentiment":"neutral","sentiment_score":0.1844167709350586},{"word":"can","start":27.349998,"end":27.509998,"confidence":0.6850387,"punctuated_word":"Can","sentiment":"neutral","sentiment_score":0.1344076842069626},{"word":"you","start":27.509998,"end":27.75,"confidence":0.69502974,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.12569226324558258},{"word":"just","start":27.75,"end":28.07,"confidence":0.99899393,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.17327234148979187},{"word":"make","start":28.07,"end":28.47,"confidence":0.9969112,"punctuated_word":"make","sentiment":"neutral","sentiment_score":0.15804846584796906},{"word":"it","start":28.47,"end":28.55,"confidence":0.95783865,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.1720627248287201},{"word":"can","start":28.63,"end":28.869999,"confidence":0.9994498,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.19162486493587497},{"word":"you","start":28.869999,"end":29.029999,"confidence":0.9995529,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.1778303235769272},{"word":"just","start":29.029999,"end":29.269999,"confidence":0.9994319,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.2369190603494644},{"word":"make","start":29.269999,"end":29.509998,"confidence":0.9995658,"punctuated_word":"make","sentiment":"neutral","sentiment_score":0.1813609004020691},{"word":"this","start":29.509998,"end":29.83,"confidence":0.9991411,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.18635177612304688},{"word":"one","start":29.83,"end":30.23,"confidence":0.99974686,"punctuated_word":"one","sentiment":"neutral","sentiment_score":0.15856964886188507},{"word":"as","start":30.23,"end":30.47,"confidence":0.9283042,"punctuated_word":"as,","sentiment":"neutral","sentiment_score":0.193168967962265},{"word":"like","start":30.47,"end":30.789999,"confidence":0.9996182,"punctuated_word":"like,","sentiment":"neutral","sentiment_score":0.1972752660512924},{"word":"direct","start":30.789999,"end":31.189999,"confidence":0.9990502,"punctuated_word":"direct","sentiment":"neutral","sentiment_score":0.22945353388786316},{"word":"debit","start":31.189999,"end":31.689999,"confidence":0.99970716,"punctuated_word":"debit","sentiment":"neutral","sentiment_score":0.16250836849212646},{"word":"on","start":32.07,"end":32.57,"confidence":0.9991019,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.18196755647659305},{"word":"that","start":33.11,"end":33.35,"confidence":0.99663204,"punctuated_word":"that","sentiment":"neutral","sentiment_score":0.17812933027744293},{"word":"account","start":33.35,"end":33.829998,"confidence":0.99990463,"punctuated_word":"account","sentiment":"neutral","sentiment_score":0.18440380692481995},{"word":"every","start":33.829998,"end":34.07,"confidence":0.99941564,"punctuated_word":"every","sentiment":"neutral","sentiment_score":0.15523295104503632},{"word":"month","start":34.07,"end":34.57,"confidence":0.99983656,"punctuated_word":"month","sentiment":"neutral","sentiment_score":0.11975765973329544},{"word":"rather","start":34.629997,"end":35.03,"confidence":0.3591373,"punctuated_word":"rather","sentiment":"neutral","sentiment_score":0.17046527564525604},{"word":"to","start":35.03,"end":35.27,"confidence":0.99578565,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.15940743684768677},{"word":"call","start":35.27,"end":35.51,"confidence":0.99954396,"punctuated_word":"call","sentiment":"neutral","sentiment_score":0.12641164660453796},{"word":"you","start":35.51,"end":35.75,"confidence":0.9997297,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.14017613232135773},{"word":"every","start":35.75,"end":35.989998,"confidence":0.99980766,"punctuated_word":"every","sentiment":"neutral","sentiment_score":0.11974133551120758},{"word":"month","start":35.989998,"end":36.39,"confidence":0.99981827,"punctuated_word":"month","sentiment":"neutral","sentiment_score":0.10225928574800491},{"word":"as","start":36.39,"end":36.55,"confidence":0.9991671,"punctuated_word":"as","sentiment":"neutral","sentiment_score":0.1828969120979309},{"word":"well","start":36.55,"end":37.05,"confidence":0.9970932,"punctuated_word":"well?","sentiment":"neutral","sentiment_score":0.12619684636592865},{"word":"yes","start":48.574997,"end":48.975,"confidence":0.8190955,"punctuated_word":"Yes,","sentiment":"neutral","sentiment_score":0.16910724341869354},{"word":"please","start":48.975,"end":49.475,"confidence":0.9971416,"punctuated_word":"please.","sentiment":"neutral","sentiment_score":0.22750255465507507},{"word":"yeah","start":64.45,"end":64.77,"confidence":0.6535058,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.08694422990083694},{"word":"that's","start":64.77,"end":65.09,"confidence":0.98714596,"punctuated_word":"That's","sentiment":"neutral","sentiment_score":0.12318740785121918},{"word":"correct","start":65.09,"end":65.59,"confidence":0.99835557,"punctuated_word":"correct.","sentiment":"neutral","sentiment_score":0.19602277874946591},{"word":"thank","start":77.655,"end":78.134995,"confidence":0.51955867,"punctuated_word":"Thank","sentiment":"neutral","sentiment_score":0.21295522153377533},{"word":"you","start":78.134995,"end":78.375,"confidence":0.9862939,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.13450682163238523},{"word":"i","start":78.375,"end":78.534996,"confidence":0.8794532,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.09129436314105988},{"word":"use","start":78.534996,"end":78.854996,"confidence":0.5589821,"punctuated_word":"use","sentiment":"neutral","sentiment_score":0.08675031363964081},{"word":"my","start":78.854996,"end":79.095,"confidence":0.9994448,"punctuated_word":"my","sentiment":"neutral","sentiment_score":0.09278969466686247},{"word":"visa","start":79.095,"end":79.595,"confidence":0.97879744,"punctuated_word":"Visa.","sentiment":"neutral","sentiment_score":0.1424158811569214},{"word":"it's","start":94.585,"end":94.825005,"confidence":0.8695534,"punctuated_word":"It's","sentiment":"neutral","sentiment_score":0.03149326145648956},{"word":"fine","start":94.825005,"end":95.325005,"confidence":0.9992553,"punctuated_word":"fine.","sentiment":"neutral","sentiment_score":0.07638005912303925},{"word":"4017954219123909","start":106.93,"end":122.08501,"confidence":0.9959439,"punctuated_word":"4017954219123909.","sentiment":"neutral","sentiment_score":0.015314649790525436},{"word":"i","start":122.705,"end":122.94501,"confidence":0.7850162,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.004284711554646492},{"word":"repeat","start":122.94501,"end":123.44501,"confidence":0.8444966,"punctuated_word":"repeat.","sentiment":"neutral","sentiment_score":0.007737682666629553},{"word":"4","start":125.26501,"end":125.665,"confidence":0.9810774,"punctuated_word":"4","sentiment":"neutral","sentiment_score":0.015965024009346962},{"word":"017954219123909","start":125.665,"end":135.79,"confidence":0.9992569,"punctuated_word":"017954219123909.","sentiment":"neutral","sentiment_score":0.026148956269025803},{"word":"08/2028","start":141.13,"end":143.87,"confidence":0.9533679,"punctuated_word":"08/2028.","sentiment":"neutral","sentiment_score":0.021760962903499603},{"word":"795","start":150.465,"end":151.845,"confidence":0.9880645,"punctuated_word":"795.","sentiment":"neutral","sentiment_score":0.009417720139026642},{"word":"yeah","start":190.58,"end":191.08,"confidence":0.7264973,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.23397012054920197},{"word":"okay","start":204.795,"end":205.295,"confidence":0.9162514,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.04026086628437042},{"word":"yeah","start":211.275,"end":211.515,"confidence":0.9044224,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.15594321489334106},{"word":"that's","start":211.515,"end":211.83499,"confidence":0.9990207,"punctuated_word":"That's","sentiment":"neutral","sentiment_score":-0.20444342494010925},{"word":"right","start":211.83499,"end":212.235,"confidence":0.99943036,"punctuated_word":"right.","sentiment":"neutral","sentiment_score":-0.20434586703777313},{"word":"i","start":212.235,"end":212.315,"confidence":0.9960283,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.3447769582271576},{"word":"don't","start":212.315,"end":212.555,"confidence":0.9997309,"punctuated_word":"don't","sentiment":"neutral","sentiment_score":-0.2717748284339905},{"word":"know","start":212.555,"end":212.715,"confidence":0.99922884,"punctuated_word":"know","sentiment":"neutral","sentiment_score":-0.29823750257492065},{"word":"why","start":212.715,"end":213.215,"confidence":0.9973643,"punctuated_word":"why.","sentiment":"neutral","sentiment_score":-0.2548742890357971},{"word":"would","start":233.47499,"end":233.635,"confidence":0.58200085,"punctuated_word":"Would","sentiment":"neutral","sentiment_score":0.08169255405664444},{"word":"you","start":233.635,"end":233.795,"confidence":0.9877714,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.06849487125873566},{"word":"mind","start":233.795,"end":234.11499,"confidence":0.9985135,"punctuated_word":"mind","sentiment":"neutral","sentiment_score":0.08087862282991409},{"word":"to","start":234.11499,"end":234.355,"confidence":0.9978003,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.08952877670526505},{"word":"do","start":234.355,"end":234.59499,"confidence":0.99945706,"punctuated_word":"do","sentiment":"neutral","sentiment_score":0.11031955480575562},{"word":"that","start":234.59499,"end":234.83499,"confidence":0.99935013,"punctuated_word":"that","sentiment":"neutral","sentiment_score":0.11943051964044572},{"word":"for","start":234.83499,"end":234.995,"confidence":0.9997614,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.10152120888233183},{"word":"me","start":234.995,"end":235.495,"confidence":0.99275786,"punctuated_word":"me?","sentiment":"neutral","sentiment_score":0.08508999645709991},{"word":"because","start":240.03499,"end":240.435,"confidence":0.9250737,"punctuated_word":"Because","sentiment":"neutral","sentiment_score":0.047404490411281586},{"word":"i","start":240.435,"end":240.59499,"confidence":0.99897885,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.1384226530790329},{"word":"can't","start":240.59499,"end":240.83499,"confidence":0.9701743,"punctuated_word":"can't","sentiment":"neutral","sentiment_score":-0.13540716469287872},{"word":"plug","start":240.83499,"end":241.155,"confidence":0.965358,"punctuated_word":"plug","sentiment":"neutral","sentiment_score":-0.18447889387607577},{"word":"in","start":241.155,"end":241.39499,"confidence":0.946375,"punctuated_word":"in.","sentiment":"neutral","sentiment_score":-0.16891515254974365},{"word":"i","start":241.39499,"end":241.555,"confidence":0.9994616,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.2922075390815735},{"word":"don't","start":241.555,"end":241.795,"confidence":0.99993855,"punctuated_word":"don't","sentiment":"neutral","sentiment_score":-0.26032453775405884},{"word":"know","start":241.795,"end":242.11499,"confidence":0.99422586,"punctuated_word":"know.","sentiment":"neutral","sentiment_score":-0.2797437310218811},{"word":"i","start":242.11499,"end":242.275,"confidence":0.9996655,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.3914971947669983},{"word":"can't","start":242.275,"end":242.515,"confidence":0.9661726,"punctuated_word":"can't","sentiment":"neutral","sentiment_score":-0.27665436267852783},{"word":"plug","start":242.515,"end":242.83499,"confidence":0.9983222,"punctuated_word":"plug","sentiment":"neutral","sentiment_score":-0.21086864173412323},{"word":"in","start":242.83499,"end":243.33499,"confidence":0.90448606,"punctuated_word":"in.","sentiment":"neutral","sentiment_score":-0.19763115048408508},{"word":"so","start":243.93999,"end":244.43999,"confidence":0.9201699,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.2601030170917511},{"word":"i","start":244.73999,"end":245.23999,"confidence":0.9899899,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.34661969542503357},{"word":"didn't","start":245.54,"end":245.86,"confidence":0.86474144,"punctuated_word":"didn't","sentiment":"neutral","sentiment_score":-0.27114635705947876},{"word":"i","start":246.01999,"end":246.09999,"confidence":0.99986124,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.36611947417259216},{"word":"don't","start":246.09999,"end":246.34,"confidence":0.98203385,"punctuated_word":"don't","sentiment":"neutral","sentiment_score":-0.28599411249160767},{"word":"have","start":246.34,"end":246.57999,"confidence":0.98789966,"punctuated_word":"have,","sentiment":"neutral","sentiment_score":-0.31021130084991455},{"word":"like","start":246.57999,"end":246.81999,"confidence":0.9997242,"punctuated_word":"like,","sentiment":"neutral","sentiment_score":-0.3123355209827423},{"word":"the","start":246.81999,"end":246.98,"confidence":0.99953294,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.3050987720489502},{"word":"password","start":246.98,"end":247.48,"confidence":0.9996697,"punctuated_word":"password","sentiment":"negative","sentiment_score":-0.3416321873664856},{"word":"here","start":247.54,"end":248.04,"confidence":0.86648506,"punctuated_word":"here.","sentiment":"neutral","sentiment_score":-0.2766132354736328},{"word":"this","start":248.09999,"end":248.34,"confidence":0.88809896,"punctuated_word":"This","sentiment":"negative","sentiment_score":-0.3967731893062592},{"word":"to","start":248.5,"end":248.73999,"confidence":0.5425128,"punctuated_word":"to","sentiment":"negative","sentiment_score":-0.4134521186351776},{"word":"send","start":248.73999,"end":249.06,"confidence":0.99007696,"punctuated_word":"send","sentiment":"negative","sentiment_score":-0.475060373544693},{"word":"me","start":249.06,"end":249.56,"confidence":0.999451,"punctuated_word":"me","sentiment":"negative","sentiment_score":-0.5070008039474487},{"word":"something","start":249.7,"end":250.2,"confidence":0.89796364,"punctuated_word":"something.","sentiment":"negative","sentiment_score":-0.3661775588989258},{"word":"rather","start":251.54,"end":252.01999,"confidence":0.752429,"punctuated_word":"Rather","sentiment":"negative","sentiment_score":-0.3845101594924927},{"word":"to","start":252.01999,"end":252.26,"confidence":0.8923171,"punctuated_word":"to","sentiment":"negative","sentiment_score":-0.3820955455303192},{"word":"get","start":252.26,"end":252.5,"confidence":0.99955696,"punctuated_word":"get","sentiment":"negative","sentiment_score":-0.4411756694316864},{"word":"that","start":252.5,"end":252.73999,"confidence":0.997355,"punctuated_word":"that","sentiment":"negative","sentiment_score":-0.44144126772880554},{"word":"every","start":252.73999,"end":253.06,"confidence":0.99981576,"punctuated_word":"every","sentiment":"negative","sentiment_score":-0.42205074429512024},{"word":"month","start":253.06,"end":253.29999,"confidence":0.9997565,"punctuated_word":"month","sentiment":"negative","sentiment_score":-0.3949134647846222},{"word":"because","start":253.29999,"end":253.7,"confidence":0.7225619,"punctuated_word":"because","sentiment":"negative","sentiment_score":-0.36413028836250305},{"word":"the","start":253.7,"end":253.85999,"confidence":0.8509793,"punctuated_word":"the","sentiment":"negative","sentiment_score":-0.4488827586174011},{"word":"same","start":253.85999,"end":254.18,"confidence":0.99666995,"punctuated_word":"same","sentiment":"negative","sentiment_score":-0.35934457182884216},{"word":"card","start":254.18,"end":254.57999,"confidence":0.7314149,"punctuated_word":"card.","sentiment":"negative","sentiment_score":-0.3706914782524109},{"word":"so","start":254.57999,"end":254.73999,"confidence":0.9995727,"punctuated_word":"So","sentiment":"negative","sentiment_score":-0.3767031729221344},{"word":"i","start":254.73999,"end":254.9,"confidence":0.9995542,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.46832552552223206},{"word":"don't","start":254.9,"end":255.06,"confidence":0.99994475,"punctuated_word":"don't","sentiment":"negative","sentiment_score":-0.4338631629943848},{"word":"you","start":255.21999,"end":255.37999,"confidence":0.9988154,"punctuated_word":"you","sentiment":"negative","sentiment_score":-0.4490933120250702},{"word":"know","start":255.37999,"end":255.62,"confidence":0.94033194,"punctuated_word":"know,","sentiment":"negative","sentiment_score":-0.4552991092205048},{"word":"i","start":255.62,"end":255.7,"confidence":0.83894545,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.4992569983005524},{"word":"it's","start":255.78,"end":256.02,"confidence":0.9954934,"punctuated_word":"it's","sentiment":"negative","sentiment_score":-0.542412519454956},{"word":"annoying","start":256.02,"end":256.41998,"confidence":0.9998715,"punctuated_word":"annoying","sentiment":"negative","sentiment_score":-0.5404194593429565},{"word":"for","start":256.41998,"end":256.66,"confidence":0.95307565,"punctuated_word":"for","sentiment":"negative","sentiment_score":-0.5640155076980591},{"word":"me","start":256.66,"end":257.16,"confidence":0.9990728,"punctuated_word":"me.","sentiment":"negative","sentiment_score":-0.5464688539505005},{"word":"okay","start":284.88,"end":285.38,"confidence":0.9593758,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.023014886304736137},{"word":"yeah","start":298.815,"end":299.05502,"confidence":0.94942546,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.09216571599245071},{"word":"that's","start":299.05502,"end":299.375,"confidence":0.99831164,"punctuated_word":"That's","sentiment":"neutral","sentiment_score":0.1775636523962021},{"word":"fine","start":299.375,"end":299.875,"confidence":0.9995419,"punctuated_word":"fine.","sentiment":"neutral","sentiment_score":0.1967974305152893},{"word":"i","start":302.58002,"end":302.74002,"confidence":0.98261756,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.49422553181648254},{"word":"appreciate","start":302.74002,"end":303.24002,"confidence":0.99468625,"punctuated_word":"appreciate","sentiment":"positive","sentiment_score":0.5381383895874023},{"word":"it","start":303.30002,"end":303.80002,"confidence":0.7206971,"punctuated_word":"it.","sentiment":"positive","sentiment_score":0.5012578964233398},{"word":"no","start":485.42502,"end":485.665,"confidence":0.752172,"punctuated_word":"No","sentiment":"neutral","sentiment_score":0.1191132441163063},{"word":"worries","start":485.665,"end":486.165,"confidence":0.98710465,"punctuated_word":"worries.","sentiment":"neutral","sentiment_score":0.07327830791473389},{"word":"okay","start":509.785,"end":510.285,"confidence":0.93736017,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.10955669730901718},{"word":"okay","start":518.983,"end":519.38293,"confidence":0.9577504,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.07190718501806259},{"word":"thank","start":519.38293,"end":519.70294,"confidence":0.9986732,"punctuated_word":"Thank","sentiment":"neutral","sentiment_score":0.2729870676994324},{"word":"you","start":519.70294,"end":520.20294,"confidence":0.9997246,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.16132861375808716},{"word":"have","start":520.423,"end":520.66296,"confidence":0.9991635,"punctuated_word":"Have","sentiment":"neutral","sentiment_score":0.1409628689289093},{"word":"a","start":520.66296,"end":520.7429,"confidence":0.9998305,"punctuated_word":"a","sentiment":"positive","sentiment_score":0.48218992352485657},{"word":"lovely","start":520.7429,"end":521.22296,"confidence":0.9999186,"punctuated_word":"lovely","sentiment":"positive","sentiment_score":0.5575177669525146},{"word":"day","start":521.22296,"end":521.72296,"confidence":0.99849224,"punctuated_word":"day.","sentiment":"positive","sentiment_score":0.33823469281196594},{"word":"thank","start":521.94293,"end":522.1829,"confidence":0.9948165,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.4189033508300781},{"word":"you","start":522.1829,"end":522.423,"confidence":0.9995074,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.5229025483131409},{"word":"so","start":522.423,"end":522.66296,"confidence":0.8526512,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.38177356123924255},{"word":"much","start":522.66296,"end":522.7429,"confidence":0.7454416,"punctuated_word":"much.","sentiment":"positive","sentiment_score":0.3676226139068603},{"word":"thank","start":522.7429,"end":523.2429,"confidence":0.6328874,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.3939412236213684},{"word":"you","start":525.94293,"end":526.10297,"confidence":0.9991757,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.6300113201141357},{"word":"so","start":526.10297,"end":526.34296,"confidence":0.9981275,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.6453033089637756},{"word":"much","start":526.34296,"end":526.58295,"confidence":0.99982846,"punctuated_word":"much.","sentiment":"positive","sentiment_score":0.5647575855255127},{"word":"bye","start":526.58295,"end":526.82294,"confidence":0.99951255,"punctuated_word":"Bye","sentiment":"neutral","sentiment_score":0.21537984907627103},{"word":"bye","start":526.82294,"end":527.32294,"confidence":0.9983671,"punctuated_word":"bye.","sentiment":"neutral","sentiment_score":-0.08539613336324692}],"paragraphs":{"transcript":"\nHi. Good afternoon. This is Richie Gaggen. Can I make a payment for my Airtel payment for this month? I could not log I could I could not log in I could not log in my account.\n\nSo I this end okay. Yep. Yes, please. Can you just make it can you just make this one as, like, direct debit on that account every month rather to call you every month as well? Yes, please.\n\nYeah. That's correct. Thank you. I use my Visa. It's fine.\n\n4017954219123909. I repeat. 4 017954219123909. 08/2028. 795.\n\nYeah. Okay. Yeah. That's right. I don't know why.\n\nWould you mind to do that for me? Because I can't plug in. I don't know. I can't plug in. So I didn't I don't have, like, the password here.\n\nThis to send me something. Rather to get that every month because the same card. So I don't you know, I it's annoying for me. Okay. Yeah.\n\nThat's fine. I appreciate it. No worries. Okay. Okay.\n\nThank you. Have a lovely day. Thank you so much. Thank you so much. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":5.92,"end":6.24,"sentiment":"neutral","sentiment_score":0.18979084491729736},{"text":"Good afternoon.","start":6.24,"end":7.06,"sentiment":"neutral","sentiment_score":0.32589372992515564},{"text":"This is Richie Gaggen.","start":7.2,"end":8.74,"sentiment":"neutral","sentiment_score":0.24578334391117096},{"text":"Can I make a payment for my Airtel payment for this month?","start":10.4,"end":16.505001,"sentiment":"neutral","sentiment_score":0.1673910232881705},{"text":"I could not log I could I could not log in I could not log in my account.","start":17.205,"end":22.265,"sentiment":"negative","sentiment_score":-0.42104458146625096}],"sentiment":"neutral","sentiment_score":-0.10122698666276159,"num_words":37,"start":5.92,"end":22.265},{"sentences":[{"text":"So I this end okay.","start":22.404999,"end":25.445,"sentiment":"neutral","sentiment_score":0.014731015264987945},{"text":"Yep.","start":25.445,"end":25.765,"sentiment":"neutral","sentiment_score":0.16375227272510529},{"text":"Yes, please.","start":25.765,"end":26.55,"sentiment":"neutral","sentiment_score":0.184004046022892},{"text":"Can you just make it can you just make this one as, like, direct debit on that account every month rather to call you every month as well?","start":27.349998,"end":37.05,"sentiment":"neutral","sentiment_score":0.1651997273521764},{"text":"Yes, please.","start":48.574997,"end":49.475,"sentiment":"neutral","sentiment_score":0.1983048990368843}],"sentiment":"neutral","sentiment_score":0.14809520013238253,"num_words":38,"start":22.404999,"end":49.475},{"sentences":[{"text":"Yeah.","start":64.45,"end":64.77,"sentiment":"neutral","sentiment_score":0.08694422990083694},{"text":"That's correct.","start":64.77,"end":65.59,"sentiment":"neutral","sentiment_score":0.15960509330034256},{"text":"Thank you.","start":77.655,"end":78.375,"sentiment":"neutral","sentiment_score":0.1737310215830803},{"text":"I use my Visa.","start":78.375,"end":79.595,"sentiment":"neutral","sentiment_score":0.10331256315112114},{"text":"It's fine.","start":94.585,"end":95.325005,"sentiment":"neutral","sentiment_score":0.053936660289764404}],"sentiment":"neutral","sentiment_score":0.11588545753197237,"num_words":11,"start":64.45,"end":95.325005},{"sentences":[{"text":"4017954219123909.","start":106.93,"end":122.08501,"sentiment":"neutral","sentiment_score":0.015314649790525436},{"text":"I repeat.","start":122.705,"end":123.44501,"sentiment":"neutral","sentiment_score":0.006011197110638022},{"text":"4 017954219123909.","start":125.26501,"end":135.79,"sentiment":"neutral","sentiment_score":0.021056990139186382},{"text":"08/2028.","start":141.13,"end":143.87,"sentiment":"neutral","sentiment_score":0.021760962903499603},{"text":"795.","start":150.465,"end":151.845,"sentiment":"neutral","sentiment_score":0.009417720139026642}],"sentiment":"neutral","sentiment_score":0.01437567247610007,"num_words":7,"start":106.93,"end":151.845},{"sentences":[{"text":"Yeah.","start":190.58,"end":191.08,"sentiment":"neutral","sentiment_score":0.23397012054920197},{"text":"Okay.","start":204.795,"end":205.295,"sentiment":"neutral","sentiment_score":-0.04026086628437042},{"text":"Yeah.","start":211.275,"end":211.515,"sentiment":"neutral","sentiment_score":-0.15594321489334106},{"text":"That's right.","start":211.515,"end":212.235,"sentiment":"neutral","sentiment_score":-0.2043946459889412},{"text":"I don't know why.","start":212.235,"end":213.215,"sentiment":"neutral","sentiment_score":-0.29241589456796646}],"sentiment":"neutral","sentiment_score":-0.17118742565313974,"num_words":9,"start":190.58,"end":213.215},{"sentences":[{"text":"Would you mind to do that for me?","start":233.47499,"end":235.495,"sentiment":"neutral","sentiment_score":0.09211951307952404},{"text":"Because I can't plug in.","start":240.03499,"end":241.39499,"sentiment":"neutral","sentiment_score":-0.11596387475728989},{"text":"I don't know.","start":241.39499,"end":242.11499,"sentiment":"neutral","sentiment_score":-0.2774252692858378},{"text":"I can't plug in.","start":242.11499,"end":243.33499,"sentiment":"neutral","sentiment_score":-0.2691628374159336},{"text":"So I didn't I don't have, like, the password here.","start":243.93999,"end":248.04,"sentiment":"neutral","sentiment_score":-0.3075873672962189}],"sentiment":"neutral","sentiment_score":-0.16092213665445645,"num_words":30,"start":233.47499,"end":248.04},{"sentences":[{"text":"This to send me something.","start":248.09999,"end":250.2,"sentiment":"negative","sentiment_score":-0.43169280886650085},{"text":"Rather to get that every month because the same card.","start":251.54,"end":254.57999,"sentiment":"negative","sentiment_score":-0.40092359483242035},{"text":"So I don't you know, I it's annoying for me.","start":254.57999,"end":257.16,"sentiment":"negative","sentiment_score":-0.4875857621431351},{"text":"Okay.","start":284.88,"end":285.38,"sentiment":"neutral","sentiment_score":0.023014886304736137},{"text":"Yeah.","start":298.815,"end":299.05502,"sentiment":"neutral","sentiment_score":0.09216571599245071}],"sentiment":"negative","sentiment_score":-0.40475470414040265,"num_words":27,"start":248.09999,"end":299.05502},{"sentences":[{"text":"That's fine.","start":299.05502,"end":299.875,"sentiment":"neutral","sentiment_score":0.1871805414557457},{"text":"I appreciate it.","start":302.58002,"end":303.80002,"sentiment":"positive","sentiment_score":0.511207272609075},{"text":"No worries.","start":485.42502,"end":486.165,"sentiment":"neutral","sentiment_score":0.0961957760155201},{"text":"Okay.","start":509.785,"end":510.285,"sentiment":"neutral","sentiment_score":-0.10955669730901718},{"text":"Okay.","start":518.983,"end":519.38293,"sentiment":"neutral","sentiment_score":0.07190718501806259}],"sentiment":"neutral","sentiment_score":0.22919166005320019,"num_words":9,"start":299.05502,"end":519.38293},{"sentences":[{"text":"Thank you.","start":519.38293,"end":520.20294,"sentiment":"neutral","sentiment_score":0.21715784072875977},{"text":"Have a lovely day.","start":520.423,"end":521.72296,"sentiment":"positive","sentiment_score":0.3797263130545616},{"text":"Thank you so much.","start":521.94293,"end":522.7429,"sentiment":"positive","sentiment_score":0.4228005185723305},{"text":"Thank you so much.","start":522.7429,"end":526.58295,"sentiment":"positive","sentiment_score":0.5585033595561981},{"text":"Bye bye.","start":526.58295,"end":527.32294,"sentiment":"neutral","sentiment_score":0.06499185785651206}],"sentiment":"positive","sentiment_score":0.37552626011893153,"num_words":16,"start":519.38293,"end":527.32294}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi. Good afternoon. This is Richie Gaggen. Can I make a payment for my Airtel payment for this month?\n\nChannel 0: Oh,\n\nChannel 1: I\n\nChannel 0: sure.\n\nChannel 1: could not\n\nChannel 0: Nice\n\nChannel 1: log\n\nChannel 0: to have you, Lou.\n\nChannel 1: I could I could not log in I could not log in my account. So\n\nChannel 0: Okay.\n\nChannel 1: I\n\nChannel 0: No worries.\n\nChannel 1: this\n\nChannel 0: I will\n\nChannel 1: end\n\nChannel 0: help\n\nChannel 1: okay.\n\nChannel 0: help you out.\n\nChannel 1: Yep. Yes, please.\n\nChannel 0: One moment.\n\nChannel 1: Can you just make it can you just make this one as, like, direct debit on that account every month rather to call you every month as well?\n\nChannel 0: Okay? Yes. Definitely. I will help you to process your current invoice. And then afterwards, I will help you to set up the direct debit as well.\n\nOkay?\n\nChannel 1: Yes,\n\nChannel 0: Because\n\nChannel 1: please.\n\nChannel 0: we just recently have this up and running so we could set up this today. Just bear with me. I will pull out your account first. And I'm speaking to miss Ritchie Godkin. Correct?\n\nChannel 1: Yeah. That's correct.\n\nChannel 0: Thank you. Nice to have you on the line. So for your current invoice, it's $79.95. Are you going to use your Visa or your Mastercard?\n\nChannel 1: Thank you. I use my Visa.\n\nChannel 0: Okay. Thank you. Visa card. Just bear with me. Okay?\n\nI just\n\nChannel 1: It's\n\nChannel 0: need\n\nChannel 1: fine.\n\nChannel 0: to wait for this page to load so we can put in your card details. May I have your card number, please?\n\nChannel 1: 4017954219123909. I repeat. 4\n\nChannel 0: Sure.\n\nChannel 1: 017954219123909.\n\nChannel 0: Thank you. The card expiration date, please?\n\nChannel 1: 08/2028.\n\nChannel 0: Thank you. Security code, please?\n\nChannel 1: 795.\n\nChannel 0: 795. Okay. 795. One moment here. Okay, Richie.\n\nThe payment has been successfully processed. You will receive\n\nChannel 1: Yeah.\n\nChannel 0: your payment receipt shortly to your email address. And then, please be on the line. Let me help you to set up the direct debit using your card. Okay? Just bear with me here.\n\nChannel 1: Okay.\n\nChannel 0: And you said earlier you cannot log in to the customer portal?\n\nChannel 1: Yeah. That's right. I don't know why.\n\nChannel 0: Abbas, you do you have the password and username? Would you like to try to log in while I have you on the line? So moving forward, you will be able to monitor your account as well. I could send you your credentials, your username and password. Then let's see if it's still\n\nChannel 1: Would you mind to do that for me?\n\nChannel 0: okay. Sure. Sure. I would be happy to do it for you.\n\nChannel 1: Because\n\nChannel 0: One moment.\n\nChannel 1: I can't\n\nChannel 0: Okay?\n\nChannel 1: plug in. I don't know. I can't plug in. So I didn't I don't have, like, the password here. This to send me something.\n\nRather to get that every month because the same card. So I don't you know, I it's annoying for me.\n\nChannel 0: Yeah. I'm doing it now for you here. Let me check it on my end, okay, if I will be able to help you here. And I understand any error that you're encountering because you know what? Our back end and IT department, it's still under process of some improvement in reference with this one.\n\nSo one moment. Okay? Because yesterday,\n\nChannel 1: Okay.\n\nChannel 0: it's already been working. But no worries. With the payment, it successfully processed. What I'm doing now is trying to help you to set up the direct debit as you requested. So please be on the line for me.\n\nOkay?\n\nChannel 1: Yeah. That's fine.\n\nChannel 0: Thank you so much.\n\nChannel 1: I appreciate it.\n\nChannel 0: Thank you so much for patiently waiting on the line,\n\nChannel 1: No worries.\n\nChannel 0: Richie. I do apologize. I tried to set up the direct debit with the form. However, I'm still also getting an error right now. So here's what I'm going to do.\n\nOnce this backup and running, I will just call you back to help you set this up. Because yesterday, it's really working, and other customers successfully set up their direct debit. But today,\n\nChannel 1: Okay.\n\nChannel 0: there's still a internal server error. So once it's okay, I will just call you to help you set this up on your account. Okay?\n\nChannel 1: Okay. Thank you. Have\n\nChannel 0: You're\n\nChannel 1: a lovely\n\nChannel 0: welcome.\n\nChannel 1: day. Thank\n\nChannel 0: You\n\nChannel 1: you\n\nChannel 0: do the\n\nChannel 1: so\n\nChannel 0: same.\n\nChannel 1: much. Thank\n\nChannel 0: Please be safe always. Thank you. Bye bye.\n\nChannel 1: you so much. Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you so much for calling your account.","start":0.96,"end":3.3,"sentiment":"positive","sentiment_score":0.701946571469307},{"text":"How may I help you today?","start":3.4399998,"end":4.8199997,"sentiment":"positive","sentiment_score":0.5974620779355367}],"sentiment":"positive","sentiment_score":0.6571675028119769,"channel":0,"num_words":14,"start":0.96,"end":4.8199997},{"sentences":[{"text":"Hi.","start":5.92,"end":6.24,"sentiment":"neutral","sentiment_score":0.18979084491729736},{"text":"Good afternoon.","start":6.24,"end":7.06,"sentiment":"neutral","sentiment_score":0.32589372992515564},{"text":"This is Richie Gaggen.","start":7.2,"end":8.74,"sentiment":"neutral","sentiment_score":0.24578334391117096},{"text":"Can I make a payment for my Airtel payment for this month?","start":10.4,"end":16.505001,"sentiment":"neutral","sentiment_score":0.1673910232881705}],"sentiment":"neutral","sentiment_score":0.20175810315107046,"channel":1,"num_words":19,"start":5.92,"end":16.505001},{"sentences":[{"text":"Oh,","start":17.195,"end":17.355,"sentiment":"neutral","sentiment_score":-0.1658003330230713}],"sentiment":"neutral","sentiment_score":-0.1658003330230713,"channel":0,"num_words":1,"start":17.195,"end":17.355},{"sentences":[{"text":"I","start":17.205,"end":17.365,"sentiment":"neutral","sentiment_score":-0.20343968272209167}],"sentiment":"neutral","sentiment_score":-0.20343968272209167,"channel":1,"num_words":1,"start":17.205,"end":17.365},{"sentences":[{"text":"sure.","start":17.355,"end":17.675,"sentiment":"neutral","sentiment_score":-0.17213572561740875}],"sentiment":"neutral","sentiment_score":-0.17213572561740875,"channel":0,"num_words":1,"start":17.355,"end":17.675},{"sentences":[{"text":"could not","start":17.365,"end":17.845001,"sentiment":"neutral","sentiment_score":-0.3325332701206207}],"sentiment":"neutral","sentiment_score":-0.3325332701206207,"channel":1,"num_words":2,"start":17.365,"end":17.845001},{"sentences":[{"text":"Nice","start":17.675,"end":17.915,"sentiment":"negative","sentiment_score":-0.5327814817428589}],"sentiment":"negative","sentiment_score":-0.5327814817428589,"channel":0,"num_words":1,"start":17.675,"end":17.915},{"sentences":[{"text":"log","start":17.845001,"end":18.085,"sentiment":"negative","sentiment_score":-0.5850861072540283}],"sentiment":"negative","sentiment_score":-0.5850861072540283,"channel":1,"num_words":1,"start":17.845001,"end":18.085},{"sentences":[{"text":"to have you, Lou.","start":17.915,"end":18.975,"sentiment":"negative","sentiment_score":-0.4733636826276779}],"sentiment":"negative","sentiment_score":-0.4733636826276779,"channel":0,"num_words":4,"start":17.915,"end":18.975},{"sentences":[{"text":"I could I could not log in I could not log in my account.","start":18.485,"end":22.265,"sentiment":"negative","sentiment_score":-0.43751500972679686},{"text":"So","start":22.404999,"end":22.904999,"sentiment":"neutral","sentiment_score":-0.16457140445709229}],"sentiment":"negative","sentiment_score":-0.4193187693754832,"channel":1,"num_words":15,"start":18.485,"end":22.904999},{"sentences":[{"text":"Okay.","start":23.195,"end":23.675,"sentiment":"neutral","sentiment_score":-0.11265037208795547}],"sentiment":"neutral","sentiment_score":-0.11265037208795547,"channel":0,"num_words":1,"start":23.195,"end":23.675},{"sentences":[{"text":"I","start":23.525,"end":24.005001,"sentiment":"neutral","sentiment_score":-0.06230861693620682}],"sentiment":"neutral","sentiment_score":-0.06230861693620682,"channel":1,"num_words":1,"start":23.525,"end":24.005001},{"sentences":[{"text":"No worries.","start":23.675,"end":24.235,"sentiment":"neutral","sentiment_score":-0.0302460677921772}],"sentiment":"neutral","sentiment_score":-0.0302460677921772,"channel":0,"num_words":2,"start":23.675,"end":24.235},{"sentences":[{"text":"this","start":24.085,"end":24.485,"sentiment":"neutral","sentiment_score":-0.024370118975639343}],"sentiment":"neutral","sentiment_score":-0.024370118975639343,"channel":1,"num_words":1,"start":24.085,"end":24.485},{"sentences":[{"text":"I will","start":24.235,"end":24.635,"sentiment":"neutral","sentiment_score":0.05927686393260956}],"sentiment":"neutral","sentiment_score":0.05927686393260956,"channel":0,"num_words":2,"start":24.235,"end":24.635},{"sentences":[{"text":"end","start":24.485,"end":24.725,"sentiment":"neutral","sentiment_score":0.15013274550437927}],"sentiment":"neutral","sentiment_score":0.15013274550437927,"channel":1,"num_words":1,"start":24.485,"end":24.725},{"sentences":[{"text":"help","start":24.635,"end":25.035,"sentiment":"neutral","sentiment_score":0.11018665879964828}],"sentiment":"neutral","sentiment_score":0.11018665879964828,"channel":0,"num_words":1,"start":24.635,"end":25.035},{"sentences":[{"text":"okay.","start":24.965,"end":25.445,"sentiment":"neutral","sentiment_score":0.1747724711894989}],"sentiment":"neutral","sentiment_score":0.1747724711894989,"channel":1,"num_words":1,"start":24.965,"end":25.445},{"sentences":[{"text":"help you out.","start":25.035,"end":25.935001,"sentiment":"neutral","sentiment_score":0.18049287796020508}],"sentiment":"neutral","sentiment_score":0.18049287796020508,"channel":0,"num_words":3,"start":25.035,"end":25.935001},{"sentences":[{"text":"Yep.","start":25.445,"end":25.765,"sentiment":"neutral","sentiment_score":0.16375227272510529},{"text":"Yes, please.","start":25.765,"end":26.55,"sentiment":"neutral","sentiment_score":0.184004046022892}],"sentiment":"neutral","sentiment_score":0.17725345492362976,"channel":1,"num_words":3,"start":25.445,"end":26.55},{"sentences":[{"text":"One moment.","start":27.02,"end":27.68,"sentiment":"neutral","sentiment_score":0.15268969535827637}],"sentiment":"neutral","sentiment_score":0.15268969535827637,"channel":0,"num_words":2,"start":27.02,"end":27.68},{"sentences":[{"text":"Can you just make it can you just make this one as, like, direct debit on that account every month rather to call you every month as well?","start":27.349998,"end":37.05,"sentiment":"neutral","sentiment_score":0.1651997273521764}],"sentiment":"neutral","sentiment_score":0.1651997273521764,"channel":1,"num_words":28,"start":27.349998,"end":37.05},{"sentences":[{"text":"Okay?","start":37.1,"end":37.58,"sentiment":"neutral","sentiment_score":0.1061633825302124},{"text":"Yes.","start":37.58,"end":37.9,"sentiment":"neutral","sentiment_score":0.19827523827552795},{"text":"Definitely.","start":37.9,"end":38.4,"sentiment":"positive","sentiment_score":0.334885835647583},{"text":"I will help you to process your current invoice.","start":38.7,"end":42.705,"sentiment":"positive","sentiment_score":0.35129521952735054},{"text":"And then afterwards, I will help you to set up the direct debit as well.","start":42.845,"end":47.885002,"sentiment":"neutral","sentiment_score":0.29913869897524514}],"sentiment":"neutral","sentiment_score":0.3069652561788206,"channel":0,"num_words":27,"start":37.1,"end":47.885002},{"sentences":[{"text":"Okay?","start":47.885002,"end":48.385002,"sentiment":"neutral","sentiment_score":0.18006697297096252}],"sentiment":"neutral","sentiment_score":0.18006697297096252,"channel":0,"num_words":1,"start":47.885002,"end":48.385002},{"sentences":[{"text":"Yes,","start":48.574997,"end":48.975,"sentiment":"neutral","sentiment_score":0.16910724341869354}],"sentiment":"neutral","sentiment_score":0.16910724341869354,"channel":1,"num_words":1,"start":48.574997,"end":48.975},{"sentences":[{"text":"Because","start":48.925003,"end":49.425003,"sentiment":"neutral","sentiment_score":0.18432845175266263}],"sentiment":"neutral","sentiment_score":0.18432845175266263,"channel":0,"num_words":1,"start":48.925003,"end":49.425003},{"sentences":[{"text":"please.","start":48.975,"end":49.475,"sentiment":"neutral","sentiment_score":0.22750255465507507}],"sentiment":"neutral","sentiment_score":0.22750255465507507,"channel":1,"num_words":1,"start":48.975,"end":49.475},{"sentences":[{"text":"we just recently have this up and running so we could set up this today.","start":50.125,"end":56.69,"sentiment":"positive","sentiment_score":0.3879946013291677},{"text":"Just bear with me.","start":56.69,"end":57.489998,"sentiment":"neutral","sentiment_score":0.18153829127550125},{"text":"I will pull out your account first.","start":57.489998,"end":59.51,"sentiment":"neutral","sentiment_score":0.12251995184591838},{"text":"And I'm speaking to miss Ritchie Godkin.","start":59.969997,"end":62.949997,"sentiment":"neutral","sentiment_score":0.08603570503847939},{"text":"Correct?","start":63.649998,"end":64.149994,"sentiment":"neutral","sentiment_score":0.0894147977232933}],"sentiment":"neutral","sentiment_score":0.23809931120451758,"channel":0,"num_words":34,"start":50.125,"end":64.149994},{"sentences":[{"text":"Yeah.","start":64.45,"end":64.77,"sentiment":"neutral","sentiment_score":0.08694422990083694},{"text":"That's correct.","start":64.77,"end":65.59,"sentiment":"neutral","sentiment_score":0.15960509330034256}],"sentiment":"neutral","sentiment_score":0.13538480550050735,"channel":1,"num_words":3,"start":64.45,"end":65.59},{"sentences":[{"text":"Thank you.","start":65.81,"end":66.369995,"sentiment":"positive","sentiment_score":0.49063898622989655},{"text":"Nice to have you on the line.","start":66.369995,"end":67.99,"sentiment":"positive","sentiment_score":0.5749902852943966},{"text":"So for your current invoice, it's $79.95.","start":68.33501,"end":73.075005,"sentiment":"neutral","sentiment_score":0.28209555787699564},{"text":"Are you going to use your Visa or your Mastercard?","start":73.375,"end":77.075005,"sentiment":"neutral","sentiment_score":0.08862408697605133}],"sentiment":"neutral","sentiment_score":0.3025815286315404,"channel":0,"num_words":26,"start":65.81,"end":77.075005},{"sentences":[{"text":"Thank you.","start":77.655,"end":78.375,"sentiment":"neutral","sentiment_score":0.1737310215830803},{"text":"I use my Visa.","start":78.375,"end":79.595,"sentiment":"neutral","sentiment_score":0.10331256315112114}],"sentiment":"neutral","sentiment_score":0.12678538262844086,"channel":1,"num_words":6,"start":77.655,"end":79.595},{"sentences":[{"text":"Okay.","start":80.415,"end":80.915,"sentiment":"neutral","sentiment_score":0.14987710118293762},{"text":"Thank you.","start":81.055,"end":81.955,"sentiment":"neutral","sentiment_score":0.23180555552244186},{"text":"Visa card.","start":82.015,"end":83.075005,"sentiment":"neutral","sentiment_score":0.14896243065595627},{"text":"Just bear with me.","start":92.64,"end":93.52,"sentiment":"neutral","sentiment_score":0.12171771004796028},{"text":"Okay?","start":93.52,"end":94.02,"sentiment":"neutral","sentiment_score":0.09829598665237428}],"sentiment":"neutral","sentiment_score":0.14965799003839492,"channel":0,"num_words":10,"start":80.415,"end":94.02},{"sentences":[{"text":"I just","start":94.32,"end":94.72,"sentiment":"neutral","sentiment_score":0.03481307253241539}],"sentiment":"neutral","sentiment_score":0.03481307253241539,"channel":0,"num_words":2,"start":94.32,"end":94.72},{"sentences":[{"text":"It's","start":94.585,"end":94.825005,"sentiment":"neutral","sentiment_score":0.03149326145648956}],"sentiment":"neutral","sentiment_score":0.03149326145648956,"channel":1,"num_words":1,"start":94.585,"end":94.825005},{"sentences":[{"text":"need","start":94.72,"end":95.04,"sentiment":"neutral","sentiment_score":0.04570087790489197}],"sentiment":"neutral","sentiment_score":0.04570087790489197,"channel":0,"num_words":1,"start":94.72,"end":95.04},{"sentences":[{"text":"fine.","start":94.825005,"end":95.325005,"sentiment":"neutral","sentiment_score":0.07638005912303925}],"sentiment":"neutral","sentiment_score":0.07638005912303925,"channel":1,"num_words":1,"start":94.825005,"end":95.325005},{"sentences":[{"text":"to wait for this page to load so we can put in your card details.","start":95.04,"end":103.105,"sentiment":"neutral","sentiment_score":0.0755880318582058},{"text":"May I have your card number, please?","start":103.325005,"end":105.585,"sentiment":"neutral","sentiment_score":0.046834517270326614}],"sentiment":"neutral","sentiment_score":0.06643918630751697,"channel":0,"num_words":22,"start":95.04,"end":105.585},{"sentences":[{"text":"4017954219123909.","start":106.93,"end":122.08501,"sentiment":"neutral","sentiment_score":0.015314649790525436},{"text":"I repeat.","start":122.705,"end":123.44501,"sentiment":"neutral","sentiment_score":0.006011197110638022},{"text":"4","start":125.26501,"end":125.665,"sentiment":"neutral","sentiment_score":0.015965024009346962}],"sentiment":"neutral","sentiment_score":0.01082551700528711,"channel":1,"num_words":4,"start":106.93,"end":125.665},{"sentences":[{"text":"Sure.","start":125.5,"end":126.0,"sentiment":"neutral","sentiment_score":0.01814136654138565}],"sentiment":"neutral","sentiment_score":0.01814136654138565,"channel":0,"num_words":1,"start":125.5,"end":126.0},{"sentences":[{"text":"017954219123909.","start":125.665,"end":135.79,"sentiment":"neutral","sentiment_score":0.026148956269025803}],"sentiment":"neutral","sentiment_score":0.026148956269025803,"channel":1,"num_words":1,"start":125.665,"end":135.79},{"sentences":[{"text":"Thank you.","start":137.385,"end":138.205,"sentiment":"neutral","sentiment_score":0.0898514986038208},{"text":"The card expiration date, please?","start":138.345,"end":140.765,"sentiment":"neutral","sentiment_score":0.037844641134142876}],"sentiment":"neutral","sentiment_score":0.052703743268336566,"channel":0,"num_words":7,"start":137.385,"end":140.765},{"sentences":[{"text":"08/2028.","start":141.13,"end":143.87,"sentiment":"neutral","sentiment_score":0.021760962903499603}],"sentiment":"neutral","sentiment_score":0.021760962903499603,"channel":1,"num_words":1,"start":141.13,"end":143.87},{"sentences":[{"text":"Thank you.","start":146.26001,"end":147.08,"sentiment":"neutral","sentiment_score":0.07403037324547768},{"text":"Security code, please?","start":148.18001,"end":149.56,"sentiment":"neutral","sentiment_score":0.030761096626520157}],"sentiment":"neutral","sentiment_score":0.04806880727410316,"channel":0,"num_words":5,"start":146.26001,"end":149.56},{"sentences":[{"text":"795.","start":150.465,"end":151.845,"sentiment":"neutral","sentiment_score":0.009417720139026642}],"sentiment":"neutral","sentiment_score":0.009417720139026642,"channel":1,"num_words":1,"start":150.465,"end":151.845},{"sentences":[{"text":"795.","start":153.7,"end":155.08,"sentiment":"neutral","sentiment_score":0.01797301508486271},{"text":"Okay.","start":158.88501,"end":159.38501,"sentiment":"neutral","sentiment_score":0.03602396696805954},{"text":"795.","start":163.445,"end":164.725,"sentiment":"neutral","sentiment_score":0.03548146411776543},{"text":"One moment here.","start":164.725,"end":165.945,"sentiment":"neutral","sentiment_score":0.056820436070362725},{"text":"Okay, Richie.","start":186.07501,"end":186.975,"sentiment":"neutral","sentiment_score":0.2039494588971138}],"sentiment":"neutral","sentiment_score":0.08347983402200043,"channel":0,"num_words":8,"start":153.7,"end":186.975},{"sentences":[{"text":"The payment has been successfully processed.","start":187.035,"end":189.535,"sentiment":"positive","sentiment_score":0.3684679716825485},{"text":"You will receive","start":190.07501,"end":191.035,"sentiment":"neutral","sentiment_score":0.28716565171877545}],"sentiment":"positive","sentiment_score":0.3413671983612908,"channel":0,"num_words":9,"start":187.035,"end":191.035},{"sentences":[{"text":"Yeah.","start":190.58,"end":191.08,"sentiment":"neutral","sentiment_score":0.23397012054920197}],"sentiment":"neutral","sentiment_score":0.23397012054920197,"channel":1,"num_words":1,"start":190.58,"end":191.08},{"sentences":[{"text":"your payment receipt shortly to your email address.","start":191.035,"end":194.335,"sentiment":"neutral","sentiment_score":0.256585905328393},{"text":"And then, please be on the line.","start":195.035,"end":197.535,"sentiment":"neutral","sentiment_score":0.17557453683444432},{"text":"Let me help you to set up the direct debit using your card.","start":197.835,"end":202.46,"sentiment":"neutral","sentiment_score":0.20191888855053827},{"text":"Okay?","start":202.46,"end":202.86,"sentiment":"neutral","sentiment_score":0.07921022176742554},{"text":"Just bear with me here.","start":202.86,"end":204.16,"sentiment":"neutral","sentiment_score":0.012229498475790024}],"sentiment":"neutral","sentiment_score":0.17785330193445964,"channel":0,"num_words":34,"start":191.035,"end":204.16},{"sentences":[{"text":"Okay.","start":204.795,"end":205.295,"sentiment":"neutral","sentiment_score":-0.04026086628437042}],"sentiment":"neutral","sentiment_score":-0.04026086628437042,"channel":1,"num_words":1,"start":204.795,"end":205.295},{"sentences":[{"text":"And you said earlier you cannot log in to the customer portal?","start":205.02,"end":210.32,"sentiment":"neutral","sentiment_score":-0.21860365072886148}],"sentiment":"neutral","sentiment_score":-0.21860365072886148,"channel":0,"num_words":12,"start":205.02,"end":210.32},{"sentences":[{"text":"Yeah.","start":211.275,"end":211.515,"sentiment":"neutral","sentiment_score":-0.15594321489334106},{"text":"That's right.","start":211.515,"end":212.235,"sentiment":"neutral","sentiment_score":-0.2043946459889412},{"text":"I don't know why.","start":212.235,"end":213.215,"sentiment":"neutral","sentiment_score":-0.29241589456796646}],"sentiment":"neutral","sentiment_score":-0.2477708693061556,"channel":1,"num_words":7,"start":211.275,"end":213.215},{"sentences":[{"text":"Abbas, you do you have the password and username?","start":215.42499,"end":218.965,"sentiment":"neutral","sentiment_score":-0.059928918878237404},{"text":"Would you like to try to log in while I have you on the line?","start":219.105,"end":222.805,"sentiment":"neutral","sentiment_score":0.051483751833438875},{"text":"So moving forward, you will be able to monitor your account as well.","start":222.94499,"end":226.70499,"sentiment":"neutral","sentiment_score":0.2030647024512291},{"text":"I could send you your credentials, your username and password.","start":226.70499,"end":230.64499,"sentiment":"neutral","sentiment_score":0.15240556001663208},{"text":"Then let's see if it's still","start":232.09,"end":233.63,"sentiment":"neutral","sentiment_score":0.06837957662840684}],"sentiment":"neutral","sentiment_score":0.09069943772453182,"channel":0,"num_words":53,"start":215.42499,"end":233.63},{"sentences":[{"text":"Would you mind to do that for me?","start":233.47499,"end":235.495,"sentiment":"neutral","sentiment_score":0.09211951307952404}],"sentiment":"neutral","sentiment_score":0.09211951307952404,"channel":1,"num_words":8,"start":233.47499,"end":235.495},{"sentences":[{"text":"okay.","start":236.41,"end":236.89,"sentiment":"neutral","sentiment_score":0.1503099501132965},{"text":"Sure.","start":236.89,"end":237.21,"sentiment":"neutral","sentiment_score":0.26270991563796997},{"text":"Sure.","start":237.21,"end":237.45,"sentiment":"positive","sentiment_score":0.3643583357334137},{"text":"I would be happy to do it for you.","start":237.45,"end":239.63,"sentiment":"positive","sentiment_score":0.6077958544095358}],"sentiment":"positive","sentiment_score":0.5206284075975418,"channel":0,"num_words":12,"start":236.41,"end":239.63},{"sentences":[{"text":"Because","start":240.03499,"end":240.435,"sentiment":"neutral","sentiment_score":0.047404490411281586}],"sentiment":"neutral","sentiment_score":0.047404490411281586,"channel":1,"num_words":1,"start":240.03499,"end":240.435},{"sentences":[{"text":"One moment.","start":240.09,"end":240.81,"sentiment":"neutral","sentiment_score":-0.02240859344601631}],"sentiment":"neutral","sentiment_score":-0.02240859344601631,"channel":0,"num_words":2,"start":240.09,"end":240.81},{"sentences":[{"text":"I can't","start":240.435,"end":240.83499,"sentiment":"neutral","sentiment_score":-0.1369149088859558}],"sentiment":"neutral","sentiment_score":-0.1369149088859558,"channel":1,"num_words":2,"start":240.435,"end":240.83499},{"sentences":[{"text":"Okay?","start":240.81,"end":241.31,"sentiment":"neutral","sentiment_score":-0.10168717801570892}],"sentiment":"neutral","sentiment_score":-0.10168717801570892,"channel":0,"num_words":1,"start":240.81,"end":241.31},{"sentences":[{"text":"plug in.","start":240.83499,"end":241.39499,"sentiment":"neutral","sentiment_score":-0.1766970232129097},{"text":"I don't know.","start":241.39499,"end":242.11499,"sentiment":"neutral","sentiment_score":-0.2774252692858378},{"text":"I can't plug in.","start":242.11499,"end":243.33499,"sentiment":"neutral","sentiment_score":-0.2691628374159336},{"text":"So I didn't I don't have, like, the password here.","start":243.93999,"end":248.04,"sentiment":"neutral","sentiment_score":-0.3075873672962189},{"text":"This to send me something.","start":248.09999,"end":250.2,"sentiment":"negative","sentiment_score":-0.43169280886650085}],"sentiment":"neutral","sentiment_score":-0.31236078838507336,"channel":1,"num_words":24,"start":240.83499,"end":250.2},{"sentences":[{"text":"Rather to get that every month because the same card.","start":251.54,"end":254.57999,"sentiment":"negative","sentiment_score":-0.40092359483242035},{"text":"So I don't you know, I it's annoying for me.","start":254.57999,"end":257.16,"sentiment":"negative","sentiment_score":-0.4875857621431351}],"sentiment":"negative","sentiment_score":-0.4442546784877777,"channel":1,"num_words":20,"start":251.54,"end":257.16},{"sentences":[{"text":"Yeah.","start":258.035,"end":258.535,"sentiment":"neutral","sentiment_score":-0.09068386256694794},{"text":"I'm doing it now for you here.","start":258.835,"end":260.995,"sentiment":"neutral","sentiment_score":0.05572165761675153},{"text":"Let me check it on my end, okay, if I will be able to help you here.","start":260.995,"end":269.07,"sentiment":"neutral","sentiment_score":0.10948911681771278},{"text":"And I understand any error that you're encountering because you know what?","start":269.44998,"end":276.185,"sentiment":"neutral","sentiment_score":-0.07374769790718953},{"text":"Our back end and IT department, it's still under process of some improvement in reference with this one.","start":276.245,"end":282.50497,"sentiment":"neutral","sentiment_score":-0.1385898892250326}],"sentiment":"neutral","sentiment_score":-0.022161957350644197,"channel":0,"num_words":55,"start":258.035,"end":282.50497},{"sentences":[{"text":"So one moment.","start":282.88498,"end":283.685,"sentiment":"neutral","sentiment_score":-0.010094899063309034},{"text":"Okay?","start":283.685,"end":284.16498,"sentiment":"neutral","sentiment_score":0.00848566833883524},{"text":"Because yesterday,","start":284.16498,"end":284.965,"sentiment":"neutral","sentiment_score":0.006896861828863621}],"sentiment":"neutral","sentiment_score":-0.0013342175322274368,"channel":0,"num_words":6,"start":282.88498,"end":284.965},{"sentences":[{"text":"Okay.","start":284.88,"end":285.38,"sentiment":"neutral","sentiment_score":0.023014886304736137}],"sentiment":"neutral","sentiment_score":0.023014886304736137,"channel":1,"num_words":1,"start":284.88,"end":285.38},{"sentences":[{"text":"it's already been working.","start":284.965,"end":286.50497,"sentiment":"neutral","sentiment_score":0.050111609511077404},{"text":"But no worries.","start":286.56497,"end":287.28497,"sentiment":"neutral","sentiment_score":0.07304558157920837},{"text":"With the payment, it successfully processed.","start":287.28497,"end":289.205,"sentiment":"neutral","sentiment_score":0.31015026072661084},{"text":"What I'm doing now is trying to help you to set up the direct debit as you requested.","start":289.205,"end":296.13,"sentiment":"neutral","sentiment_score":0.14236827732788193},{"text":"So please be on the line for me.","start":296.27,"end":298.19,"sentiment":"neutral","sentiment_score":0.051639435812830925}],"sentiment":"neutral","sentiment_score":0.13477510834733644,"channel":0,"num_words":39,"start":284.965,"end":298.19},{"sentences":[{"text":"Okay?","start":298.19,"end":298.69,"sentiment":"neutral","sentiment_score":0.05206795036792755}],"sentiment":"neutral","sentiment_score":0.05206795036792755,"channel":0,"num_words":1,"start":298.19,"end":298.69},{"sentences":[{"text":"Yeah.","start":298.815,"end":299.05502,"sentiment":"neutral","sentiment_score":0.09216571599245071},{"text":"That's fine.","start":299.05502,"end":299.875,"sentiment":"neutral","sentiment_score":0.1871805414557457}],"sentiment":"neutral","sentiment_score":0.1555089329679807,"channel":1,"num_words":3,"start":298.815,"end":299.875},{"sentences":[{"text":"Thank you so much.","start":300.11,"end":301.49,"sentiment":"positive","sentiment_score":0.5503018945455551}],"sentiment":"positive","sentiment_score":0.5503018945455551,"channel":0,"num_words":4,"start":300.11,"end":301.49},{"sentences":[{"text":"I appreciate it.","start":302.58002,"end":303.80002,"sentiment":"positive","sentiment_score":0.511207272609075}],"sentiment":"positive","sentiment_score":0.511207272609075,"channel":1,"num_words":3,"start":302.58002,"end":303.80002},{"sentences":[{"text":"Thank you so much for patiently waiting on the line,","start":482.795,"end":485.755,"sentiment":"positive","sentiment_score":0.4276728183031082}],"sentiment":"positive","sentiment_score":0.4276728183031082,"channel":0,"num_words":10,"start":482.795,"end":485.755},{"sentences":[{"text":"No worries.","start":485.42502,"end":486.165,"sentiment":"neutral","sentiment_score":0.0961957760155201}],"sentiment":"neutral","sentiment_score":0.0961957760155201,"channel":1,"num_words":2,"start":485.42502,"end":486.165},{"sentences":[{"text":"Richie.","start":485.755,"end":486.255,"sentiment":"neutral","sentiment_score":0.062050145119428635},{"text":"I do apologize.","start":486.635,"end":487.535,"sentiment":"neutral","sentiment_score":-0.06758678207794826},{"text":"I tried to set up the direct debit with the form.","start":487.995,"end":491.695,"sentiment":"neutral","sentiment_score":-0.05484895865348252},{"text":"However, I'm still also getting an error right now.","start":492.0,"end":494.98,"sentiment":"neutral","sentiment_score":-0.24949787557125092},{"text":"So here's what I'm going to do.","start":495.36002,"end":497.14,"sentiment":"neutral","sentiment_score":-0.002905467591647591}],"sentiment":"neutral","sentiment_score":-0.09709251288985533,"channel":0,"num_words":31,"start":485.755,"end":497.14},{"sentences":[{"text":"Once this backup and running, I will just call you back to help you set this up.","start":497.36002,"end":502.88,"sentiment":"neutral","sentiment_score":0.08377496240770116},{"text":"Because yesterday, it's really working, and other customers successfully set up their direct debit.","start":502.88,"end":509.115,"sentiment":"neutral","sentiment_score":0.21748725111995423},{"text":"But today,","start":509.115,"end":509.935,"sentiment":"neutral","sentiment_score":-0.03550426661968231}],"sentiment":"neutral","sentiment_score":0.13327234373851257,"channel":0,"num_words":33,"start":497.36002,"end":509.935},{"sentences":[{"text":"Okay.","start":509.785,"end":510.285,"sentiment":"neutral","sentiment_score":-0.10955669730901718}],"sentiment":"neutral","sentiment_score":-0.10955669730901718,"channel":1,"num_words":1,"start":509.785,"end":510.285},{"sentences":[{"text":"there's still a internal server error.","start":510.155,"end":512.575,"sentiment":"neutral","sentiment_score":-0.26729539781808853},{"text":"So once it's okay, I will just call you to help you set this up on your account.","start":512.795,"end":518.313,"sentiment":"neutral","sentiment_score":0.005744361732569005},{"text":"Okay?","start":518.313,"end":518.813,"sentiment":"neutral","sentiment_score":0.022139765322208405}],"sentiment":"neutral","sentiment_score":-0.05912936441600323,"channel":0,"num_words":25,"start":510.155,"end":518.813},{"sentences":[{"text":"Okay.","start":518.983,"end":519.38293,"sentiment":"neutral","sentiment_score":0.07190718501806259},{"text":"Thank you.","start":519.38293,"end":520.20294,"sentiment":"neutral","sentiment_score":0.21715784072875977},{"text":"Have","start":520.423,"end":520.66296,"sentiment":"neutral","sentiment_score":0.1409628689289093}],"sentiment":"neutral","sentiment_score":0.16179643385112286,"channel":1,"num_words":4,"start":518.983,"end":520.66296},{"sentences":[{"text":"You're","start":520.633,"end":520.95294,"sentiment":"positive","sentiment_score":0.3852498233318329}],"sentiment":"positive","sentiment_score":0.3852498233318329,"channel":0,"num_words":1,"start":520.633,"end":520.95294},{"sentences":[{"text":"a lovely","start":520.66296,"end":521.22296,"sentiment":"positive","sentiment_score":0.5198538452386856}],"sentiment":"positive","sentiment_score":0.5198538452386856,"channel":1,"num_words":2,"start":520.66296,"end":521.22296},{"sentences":[{"text":"welcome.","start":520.95294,"end":521.45294,"sentiment":"positive","sentiment_score":0.4944586157798767}],"sentiment":"positive","sentiment_score":0.4944586157798767,"channel":0,"num_words":1,"start":520.95294,"end":521.45294},{"sentences":[{"text":"day.","start":521.22296,"end":521.72296,"sentiment":"positive","sentiment_score":0.33823469281196594},{"text":"Thank","start":521.94293,"end":522.1829,"sentiment":"positive","sentiment_score":0.4189033508300781}],"sentiment":"positive","sentiment_score":0.37856902182102203,"channel":1,"num_words":2,"start":521.22296,"end":522.1829},{"sentences":[{"text":"You","start":521.993,"end":522.233,"sentiment":"positive","sentiment_score":0.4471374750137329}],"sentiment":"positive","sentiment_score":0.4471374750137329,"channel":0,"num_words":1,"start":521.993,"end":522.233},{"sentences":[{"text":"you","start":522.1829,"end":522.423,"sentiment":"positive","sentiment_score":0.5229025483131409}],"sentiment":"positive","sentiment_score":0.5229025483131409,"channel":1,"num_words":1,"start":522.1829,"end":522.423},{"sentences":[{"text":"do the","start":522.233,"end":522.633,"sentiment":"positive","sentiment_score":0.4391449838876724}],"sentiment":"positive","sentiment_score":0.4391449838876724,"channel":0,"num_words":2,"start":522.233,"end":522.633},{"sentences":[{"text":"so","start":522.423,"end":522.66296,"sentiment":"positive","sentiment_score":0.38177356123924255}],"sentiment":"positive","sentiment_score":0.38177356123924255,"channel":1,"num_words":1,"start":522.423,"end":522.66296},{"sentences":[{"text":"same.","start":522.633,"end":522.95294,"sentiment":"positive","sentiment_score":0.4224108159542084}],"sentiment":"positive","sentiment_score":0.4224108159542084,"channel":0,"num_words":1,"start":522.633,"end":522.95294},{"sentences":[{"text":"much.","start":522.66296,"end":522.7429,"sentiment":"positive","sentiment_score":0.3676226139068603},{"text":"Thank","start":522.7429,"end":523.2429,"sentiment":"positive","sentiment_score":0.3939412236213684}],"sentiment":"positive","sentiment_score":0.3807819187641144,"channel":1,"num_words":2,"start":522.66296,"end":523.2429},{"sentences":[{"text":"Please be safe always.","start":522.95294,"end":524.253,"sentiment":"positive","sentiment_score":0.40532203763723373},{"text":"Thank you.","start":524.71295,"end":525.35297,"sentiment":"positive","sentiment_score":0.3623724579811096},{"text":"Bye bye.","start":525.35297,"end":526.09296,"sentiment":"neutral","sentiment_score":0.19244910776615143}],"sentiment":"positive","sentiment_score":0.34136641025543213,"channel":0,"num_words":8,"start":522.95294,"end":526.09296},{"sentences":[{"text":"you so much.","start":525.94293,"end":526.58295,"sentiment":"positive","sentiment_score":0.613357404867808},{"text":"Bye bye.","start":526.58295,"end":527.32294,"sentiment":"neutral","sentiment_score":0.06499185785651206}],"sentiment":"positive","sentiment_score":0.39401118606328966,"channel":1,"num_words":5,"start":525.94293,"end":527.32294}]},"summary":{"result":"success","short":"The customer, Richie, called to make a payment for his Airtel account. The agent, Richie, asked for his card details and informed him that the payment was successfully processed and he will receive a payment receipt soon. The agent also helped the customer set up his direct debit, but there was an internal server error. The agent promised to call back to help the customer set up his account and apologized for the error."},"intents":{"segments":[{"text":"This is Richie Gaggen. Can I make a payment for my Airtel payment for this month? Oh, I sure.","start_word":17,"end_word":35,"intents":[{"intent":"Make payment","confidence_score":0.06416187}]},{"text":"With the payment, it successfully processed. What I'm doing now is trying to help you to set up the direct debit as you requested. So please be on the line for me. Okay? Yeah.","start_word":526,"end_word":559,"intents":[{"intent":"Set up direct debit","confidence_score":0.42831498}]}]},"sentiments":{"segments":[{"text":"Thank you so much for calling your account. How may I help you today?","start_word":0,"end_word":13,"sentiment":"positive","sentiment_score":0.6555747389793396},{"text":"Hi. Good afternoon. This is Richie Gaggen. Can I make a payment for my Airtel payment for this month? Oh, I sure.","start_word":14,"end_word":35,"sentiment":"neutral","sentiment_score":0.1507721245288849},{"text":"could not Nice log to have you, Lou. I could I could not log in I could not log in my account.","start_word":36,"end_word":57,"sentiment":"negative","sentiment_score":-0.4474145770072937},{"text":"So Okay. I No worries. this I will end help okay. help you out. Yep. Yes, please. One moment. Can you just make it can you just make this one as, like, direct debit on that account every month rather to call you every month as well? Okay? Yes.","start_word":58,"end_word":106,"sentiment":"neutral","sentiment_score":0.132247656583786},{"text":"Definitely. I will help you to process your current invoice.","start_word":107,"end_word":116,"sentiment":"positive","sentiment_score":0.3459249436855316},{"text":"And then afterwards, I will help you to set up the direct debit as well. Okay? Yes, Because please.","start_word":117,"end_word":135,"sentiment":"neutral","sentiment_score":0.266105979681015},{"text":"we just recently have this up and running so we could set up this today.","start_word":136,"end_word":150,"sentiment":"positive","sentiment_score":0.3855404853820801},{"text":"Just bear with me. I will pull out your account first. And I'm speaking to miss Ritchie Godkin. Correct? Yeah. That's correct.","start_word":151,"end_word":172,"sentiment":"neutral","sentiment_score":0.11930961161851884},{"text":"Thank you. Nice to have you on the line.","start_word":173,"end_word":181,"sentiment":"positive","sentiment_score":0.5538144111633301},{"text":"So for your current invoice, it's $79.95. Are you going to use your Visa or your Mastercard? Thank you. I use my Visa. Okay. Thank you. Visa card. Just bear with me. Okay? I just It's need fine. to wait for this page to load so we can put in your card details. May I have your card number, please? 4017954219123909. I repeat. 4 Sure. 017954219123909. Thank you. The card expiration date, please? 08/2028. Thank you. Security code, please? 795. 795. Okay. 795. One moment here. Okay, Richie.","start_word":182,"end_word":269,"sentiment":"neutral","sentiment_score":0.0893646851181984},{"text":"The payment has been successfully processed.","start_word":270,"end_word":275,"sentiment":"positive","sentiment_score":0.3751727640628814},{"text":"You will receive Yeah. your payment receipt shortly to your email address. And then, please be on the line. Let me help you to set up the direct debit using your card. Okay? Just bear with me here. Okay. And you said earlier you cannot log in to the customer portal? Yeah. That's right. I don't know why. Abbas, you do you have the password and username? Would you like to try to log in while I have you on the line? So moving forward, you will be able to monitor your account as well. I could send you your credentials, your username and password. Then let's see if it's still Would you mind to do that for me? okay. Sure.","start_word":276,"end_word":396,"sentiment":"neutral","sentiment_score":0.06215456192004533},{"text":"Sure. I would be happy to do it for you.","start_word":397,"end_word":406,"sentiment":"positive","sentiment_score":0.5655301213264465},{"text":"Because One moment. I can't Okay? plug in. I don't know. I can't plug in. So I didn't I don't have, like, the password here.","start_word":407,"end_word":431,"sentiment":"neutral","sentiment_score":-0.2284563183784485},{"text":"This to send me something. Rather to get that every month because the same card. So I don't you know, I it's annoying for me.","start_word":432,"end_word":456,"sentiment":"negative","sentiment_score":-0.4446839988231659},{"text":"Yeah. I'm doing it now for you here. Let me check it on my end, okay, if I will be able to help you here. And I understand any error that you're encountering because you know what? Our back end and IT department, it's still under process of some improvement in reference with this one. So one moment. Okay? Because yesterday, Okay. it's already been working. But no worries. With the payment, it successfully processed. What I'm doing now is trying to help you to set up the direct debit as you requested. So please be on the line for me. Okay? Yeah. That's fine.","start_word":457,"end_word":561,"sentiment":"neutral","sentiment_score":0.04145214334130287},{"text":"Thank you so much. I appreciate it. Thank you so much for patiently waiting on the line, No worries.","start_word":562,"end_word":580,"sentiment":"positive","sentiment_score":0.42182010412216187},{"text":"Richie. I do apologize. I tried to set up the direct debit with the form. However, I'm still also getting an error right now. So here's what I'm going to do. Once this backup and running, I will just call you back to help you set this up. Because yesterday, it's really working, and other customers successfully set up their direct debit. But today, Okay. there's still a internal server error. So once it's okay, I will just call you to help you set this up on your account. Okay? Okay. Thank you.","start_word":581,"end_word":673,"sentiment":"neutral","sentiment_score":-0.0043758200481534},{"text":"Have You're a lovely welcome. day. Thank You you do the so same. much. Thank Please be safe always. Thank you.","start_word":674,"end_word":694,"sentiment":"positive","sentiment_score":0.4142622947692871},{"text":"Bye bye.","start_word":695,"end_word":696,"sentiment":"neutral","sentiment_score":0.19493813812732697},{"text":"you so much.","start_word":697,"end_word":699,"sentiment":"positive","sentiment_score":0.601207435131073},{"text":"Bye bye.","start_word":700,"end_word":701,"sentiment":"neutral","sentiment_score":0.2422966510057449}],"average":{"sentiment":"neutral","sentiment_score":0.08190151886394906}}}}