{"metadata":{"transaction_key":"deprecated","request_id":"019eb048-1d7d-7e91-b737-2a77a54d6944","sha256":"769ac61e4fe8219dc7c03558902a2187b5e5369f91212f360c36ea22d6af24e9","created":"2026-06-10T06:46:18.090Z","duration":116.71194,"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":370,"output_tokens":62},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":418,"output_tokens":418},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":418,"output_tokens":25}},"results":{"channels":[{"alternatives":[{"transcript":"Yes. Hello. Good afternoon. This is Maureen from Ertol tech support. Just yeah. Yeah. I just wanted to confirm if you have spoke with other representative earlier. Mhmm. And it says here that there's a fault with your service. May I know what is that? Mhmm. Mhmm. Okay. So upon checking here, you're using your own router. May I know what router is it? Sorry. What is it? Mhmm. Yeah. The router. The one that you did you hear the same? Okay. How about the model? Is is it just air only? Okay. Yeah. But with the gentleman earlier with the tech representative, you tried to connect it with the PPPoE. Okay. Is it okay if I request the pictures of your setup there for us to have a reference and escalate this to the network team? Mhmm. Yeah. I'm going to send you an email shortly, then just reply to that email with the pictures. Okay. Okay. Bye for now. Thank you.","confidence":0.99365234,"words":[{"word":"yes","start":2.8,"end":3.04,"confidence":0.9980469,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":0.11815415322780608},{"word":"hello","start":3.04,"end":3.54,"confidence":0.99365234,"punctuated_word":"Hello.","sentiment":"neutral","sentiment_score":0.1951204389333725},{"word":"good","start":3.6,"end":3.84,"confidence":0.7451172,"punctuated_word":"Good","sentiment":"positive","sentiment_score":0.4385463893413544},{"word":"afternoon","start":3.84,"end":4.3199997,"confidence":0.9995117,"punctuated_word":"afternoon.","sentiment":"positive","sentiment_score":0.4146431088447571},{"word":"this","start":4.3199997,"end":4.56,"confidence":1.0,"punctuated_word":"This","sentiment":"positive","sentiment_score":0.3647923469543457},{"word":"is","start":4.56,"end":4.72,"confidence":1.0,"punctuated_word":"is","sentiment":"positive","sentiment_score":0.369826465845108},{"word":"maureen","start":4.72,"end":5.2,"confidence":0.85009766,"punctuated_word":"Maureen","sentiment":"positive","sentiment_score":0.4183660447597504},{"word":"from","start":5.2,"end":5.6,"confidence":1.0,"punctuated_word":"from","sentiment":"positive","sentiment_score":0.3633921146392822},{"word":"ertol","start":5.6,"end":6.08,"confidence":0.34305826,"punctuated_word":"Ertol","sentiment":"positive","sentiment_score":0.35255059599876404},{"word":"tech","start":6.08,"end":6.3199997,"confidence":0.92578125,"punctuated_word":"tech","sentiment":"positive","sentiment_score":0.396066278219223},{"word":"support","start":6.3199997,"end":6.8199997,"confidence":0.9980469,"punctuated_word":"support.","sentiment":"neutral","sentiment_score":0.3314260244369507},{"word":"just","start":8.0,"end":8.4,"confidence":0.875,"punctuated_word":"Just","sentiment":"neutral","sentiment_score":0.25488391518592834},{"word":"yeah","start":8.559999,"end":9.059999,"confidence":0.98828125,"punctuated_word":"yeah.","sentiment":"neutral","sentiment_score":0.08648651838302612},{"word":"yeah","start":9.5199995,"end":9.84,"confidence":0.9980469,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.09117459505796432},{"word":"i","start":9.84,"end":10.0,"confidence":0.88427734,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.06154809892177582},{"word":"just","start":10.0,"end":10.24,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.05250129848718643},{"word":"wanted","start":10.24,"end":10.559999,"confidence":0.99902344,"punctuated_word":"wanted","sentiment":"neutral","sentiment_score":0.05801307410001755},{"word":"to","start":10.559999,"end":10.8,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.06843329966068268},{"word":"confirm","start":10.8,"end":11.3,"confidence":1.0,"punctuated_word":"confirm","sentiment":"neutral","sentiment_score":0.08892276883125305},{"word":"if","start":11.5199995,"end":11.759999,"confidence":0.94140625,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.07533019781112671},{"word":"you","start":11.759999,"end":11.92,"confidence":0.9970703,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.04300248622894287},{"word":"have","start":11.92,"end":12.225,"confidence":1.0,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.052473749965429306},{"word":"spoke","start":12.305,"end":12.465,"confidence":0.9951172,"punctuated_word":"spoke","sentiment":"neutral","sentiment_score":0.046620726585388184},{"word":"with","start":12.465,"end":12.965,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.06140098720788956},{"word":"other","start":13.025001,"end":13.345,"confidence":0.9375,"punctuated_word":"other","sentiment":"neutral","sentiment_score":0.06048319488763809},{"word":"representative","start":13.345,"end":13.845,"confidence":0.984375,"punctuated_word":"representative","sentiment":"neutral","sentiment_score":0.0588490329682827},{"word":"earlier","start":14.065001,"end":14.565001,"confidence":0.8371582,"punctuated_word":"earlier.","sentiment":"neutral","sentiment_score":0.07538395375013351},{"word":"mhmm","start":16.545,"end":17.045,"confidence":0.9638672,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":-0.009485620073974133},{"word":"and","start":17.505001,"end":18.005001,"confidence":0.9892578,"punctuated_word":"And","sentiment":"neutral","sentiment_score":-0.05163012444972992},{"word":"it","start":19.025,"end":19.345001,"confidence":0.9951172,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.07047852873802185},{"word":"says","start":19.345001,"end":19.665,"confidence":0.92333984,"punctuated_word":"says","sentiment":"neutral","sentiment_score":-0.08171382546424866},{"word":"here","start":19.665,"end":19.825,"confidence":0.9951172,"punctuated_word":"here","sentiment":"neutral","sentiment_score":-0.0948837548494339},{"word":"that","start":19.825,"end":20.065,"confidence":0.99902344,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.11862367391586304},{"word":"there's","start":20.065,"end":20.465,"confidence":0.97094727,"punctuated_word":"there's","sentiment":"neutral","sentiment_score":-0.15430307388305664},{"word":"a","start":20.465,"end":20.705,"confidence":0.99316406,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.17169103026390076},{"word":"fault","start":20.705,"end":21.205,"confidence":0.97314453,"punctuated_word":"fault","sentiment":"neutral","sentiment_score":-0.1964213252067566},{"word":"with","start":22.065,"end":22.225,"confidence":0.984375,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.2805103063583374},{"word":"your","start":22.225,"end":22.465,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.2177438735961914},{"word":"service","start":22.465,"end":22.965,"confidence":0.9970703,"punctuated_word":"service.","sentiment":"neutral","sentiment_score":-0.2085786759853363},{"word":"may","start":23.265,"end":23.505001,"confidence":0.9873047,"punctuated_word":"May","sentiment":"neutral","sentiment_score":-0.0997159108519554},{"word":"i","start":23.505001,"end":23.585,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.0729181170463562},{"word":"know","start":23.585,"end":24.065,"confidence":0.9760742,"punctuated_word":"know","sentiment":"neutral","sentiment_score":-0.06474947184324265},{"word":"what","start":24.065,"end":24.225,"confidence":0.99902344,"punctuated_word":"what","sentiment":"neutral","sentiment_score":-0.04664139077067375},{"word":"is","start":24.225,"end":24.51,"confidence":0.9951172,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.035623058676719666},{"word":"that","start":32.03,"end":32.53,"confidence":0.9995117,"punctuated_word":"that?","sentiment":"neutral","sentiment_score":-0.16648399829864502},{"word":"mhmm","start":34.03,"end":34.53,"confidence":0.92993164,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":-0.12252604961395264},{"word":"mhmm","start":36.43,"end":36.915,"confidence":0.99328613,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":-0.06791992485523224},{"word":"okay","start":41.235,"end":41.715,"confidence":0.91625977,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.07368580996990204},{"word":"so","start":41.715,"end":42.215,"confidence":0.9980469,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.05792444199323654},{"word":"upon","start":42.595,"end":42.915,"confidence":0.91503906,"punctuated_word":"upon","sentiment":"neutral","sentiment_score":-0.07342933118343353},{"word":"checking","start":42.915,"end":43.235,"confidence":0.99902344,"punctuated_word":"checking","sentiment":"neutral","sentiment_score":-0.06519682705402374},{"word":"here","start":43.235,"end":43.475002,"confidence":0.9641113,"punctuated_word":"here,","sentiment":"neutral","sentiment_score":-0.05218808352947235},{"word":"you're","start":43.475002,"end":43.795002,"confidence":0.9291992,"punctuated_word":"you're","sentiment":"neutral","sentiment_score":-0.03843430429697037},{"word":"using","start":43.795002,"end":44.115,"confidence":0.9921875,"punctuated_word":"using","sentiment":"neutral","sentiment_score":-0.04275120049715042},{"word":"your","start":44.115,"end":44.355,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.05192732810974121},{"word":"own","start":44.355,"end":44.515,"confidence":0.99902344,"punctuated_word":"own","sentiment":"neutral","sentiment_score":-0.065790094435215},{"word":"router","start":44.515,"end":44.915,"confidence":0.97314453,"punctuated_word":"router.","sentiment":"neutral","sentiment_score":-0.059044964611530304},{"word":"may","start":44.915,"end":45.035,"confidence":0.99902344,"punctuated_word":"May","sentiment":"neutral","sentiment_score":-0.02258405834436417},{"word":"i","start":45.035,"end":45.155,"confidence":0.9941406,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.02284383960068226},{"word":"know","start":45.155,"end":45.315002,"confidence":1.0,"punctuated_word":"know","sentiment":"neutral","sentiment_score":-0.01977720484137535},{"word":"what","start":45.315002,"end":45.555,"confidence":0.9472656,"punctuated_word":"what","sentiment":"neutral","sentiment_score":-0.02907276526093483},{"word":"router","start":45.555,"end":45.955,"confidence":0.9902344,"punctuated_word":"router","sentiment":"neutral","sentiment_score":-0.05980956554412842},{"word":"is","start":45.955,"end":46.035,"confidence":0.9941406,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.030963506549596783},{"word":"it","start":46.035,"end":46.535,"confidence":0.99902344,"punctuated_word":"it?","sentiment":"neutral","sentiment_score":-0.03312915191054344},{"word":"sorry","start":53.690002,"end":54.09,"confidence":0.7727051,"punctuated_word":"Sorry.","sentiment":"neutral","sentiment_score":-0.056096985936164856},{"word":"what","start":54.09,"end":54.25,"confidence":1.0,"punctuated_word":"What","sentiment":"neutral","sentiment_score":-0.04101986810564995},{"word":"is","start":54.25,"end":54.41,"confidence":0.99902344,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.05408761277794838},{"word":"it","start":54.41,"end":54.91,"confidence":0.99853516,"punctuated_word":"it?","sentiment":"neutral","sentiment_score":-0.04773723334074021},{"word":"mhmm","start":57.61,"end":57.93,"confidence":0.9654541,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":-0.015716196969151497},{"word":"yeah","start":57.93,"end":58.25,"confidence":0.99365234,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.012769720517098904},{"word":"the","start":58.25,"end":58.41,"confidence":0.8540039,"punctuated_word":"The","sentiment":"neutral","sentiment_score":-0.025217216461896896},{"word":"router","start":58.41,"end":58.91,"confidence":0.72473145,"punctuated_word":"router.","sentiment":"neutral","sentiment_score":-0.02563733235001564},{"word":"the","start":59.210003,"end":59.370003,"confidence":0.9873047,"punctuated_word":"The","sentiment":"neutral","sentiment_score":-0.009518330916762352},{"word":"one","start":59.370003,"end":59.61,"confidence":0.99609375,"punctuated_word":"one","sentiment":"neutral","sentiment_score":-0.014526639133691788},{"word":"that","start":59.61,"end":59.77,"confidence":0.84765625,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.013047273270785809},{"word":"you","start":59.77,"end":59.93,"confidence":0.9658203,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.021180838346481323},{"word":"did","start":60.170002,"end":60.410004,"confidence":0.26464844,"punctuated_word":"did","sentiment":"neutral","sentiment_score":-0.02429899573326111},{"word":"you","start":60.410004,"end":60.49,"confidence":0.88183594,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.019073328003287315},{"word":"hear","start":60.49,"end":60.65,"confidence":0.6616211,"punctuated_word":"hear","sentiment":"neutral","sentiment_score":-0.02186659909784794},{"word":"the","start":60.65,"end":60.730003,"confidence":0.9243164,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.028971228748559952},{"word":"same","start":60.730003,"end":61.230003,"confidence":0.97436523,"punctuated_word":"same?","sentiment":"neutral","sentiment_score":-0.01940157637000084},{"word":"okay","start":68.325,"end":68.645,"confidence":0.9658203,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.0017969580367207527},{"word":"how","start":68.645,"end":68.885,"confidence":0.88964844,"punctuated_word":"How","sentiment":"neutral","sentiment_score":-0.004114951938390732},{"word":"about","start":68.885,"end":69.205,"confidence":1.0,"punctuated_word":"about","sentiment":"neutral","sentiment_score":-0.004135242663323879},{"word":"the","start":69.205,"end":69.365,"confidence":0.99902344,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.004862195812165737},{"word":"model","start":69.365,"end":69.865,"confidence":0.98950195,"punctuated_word":"model?","sentiment":"neutral","sentiment_score":-0.009145371615886688},{"word":"is","start":70.085,"end":70.565,"confidence":0.93115234,"punctuated_word":"Is","sentiment":"neutral","sentiment_score":-0.0025611426681280136},{"word":"is","start":70.565,"end":70.805,"confidence":0.94921875,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.003109976649284363},{"word":"it","start":70.805,"end":71.045,"confidence":0.99902344,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.005582442507147789},{"word":"just","start":71.045,"end":71.545,"confidence":0.99316406,"punctuated_word":"just","sentiment":"neutral","sentiment_score":-0.012820306234061718},{"word":"air","start":71.765,"end":72.085,"confidence":0.9301758,"punctuated_word":"air","sentiment":"neutral","sentiment_score":-0.02674194425344467},{"word":"only","start":72.085,"end":72.585,"confidence":0.99853516,"punctuated_word":"only?","sentiment":"neutral","sentiment_score":-0.04230041801929474},{"word":"okay","start":76.805,"end":77.305,"confidence":0.76782227,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.008744877763092518},{"word":"yeah","start":78.805,"end":79.205,"confidence":0.986084,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.014082162640988828},{"word":"but","start":79.205,"end":79.705,"confidence":0.99902344,"punctuated_word":"But","sentiment":"neutral","sentiment_score":-0.02485468797385693},{"word":"with","start":80.244995,"end":80.565,"confidence":0.9404297,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.04347114637494087},{"word":"the","start":80.565,"end":80.725,"confidence":0.97802734,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.04218852519989014},{"word":"gentleman","start":80.725,"end":81.225,"confidence":0.9819336,"punctuated_word":"gentleman","sentiment":"neutral","sentiment_score":-0.03500489518046379},{"word":"earlier","start":81.445,"end":81.845,"confidence":0.9921875,"punctuated_word":"earlier","sentiment":"neutral","sentiment_score":-0.03758363798260689},{"word":"with","start":81.845,"end":82.005,"confidence":0.7324219,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.03704783320426941},{"word":"the","start":82.005,"end":82.32,"confidence":0.7734375,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.0463884174823761},{"word":"tech","start":82.72,"end":83.12,"confidence":0.99902344,"punctuated_word":"tech","sentiment":"neutral","sentiment_score":-0.0240260548889637},{"word":"representative","start":83.12,"end":83.62,"confidence":0.9836426,"punctuated_word":"representative,","sentiment":"neutral","sentiment_score":-0.030268222093582153},{"word":"you","start":84.56,"end":84.8,"confidence":0.97998047,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.0340476855635643},{"word":"tried","start":84.8,"end":85.12,"confidence":0.91015625,"punctuated_word":"tried","sentiment":"neutral","sentiment_score":-0.03583608940243721},{"word":"to","start":85.12,"end":85.6,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.03495972976088524},{"word":"connect","start":85.6,"end":86.08,"confidence":0.98828125,"punctuated_word":"connect","sentiment":"neutral","sentiment_score":-0.02746386267244816},{"word":"it","start":86.08,"end":86.58,"confidence":0.99902344,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.030582983046770096},{"word":"with","start":87.2,"end":87.44,"confidence":0.9614258,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.057979073375463486},{"word":"the","start":87.44,"end":87.6,"confidence":0.9790039,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.16508999466896057},{"word":"pppoe","start":87.6,"end":88.1,"confidence":0.8478516,"punctuated_word":"PPPoE.","sentiment":"neutral","sentiment_score":-0.1885899603366852},{"word":"okay","start":90.08,"end":90.58,"confidence":0.7866211,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.02459775097668171},{"word":"is","start":91.68,"end":91.84,"confidence":0.9892578,"punctuated_word":"Is","sentiment":"neutral","sentiment_score":-0.007231524214148521},{"word":"it","start":91.84,"end":92.0,"confidence":1.0,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.009073149412870409},{"word":"okay","start":92.0,"end":92.24,"confidence":1.0,"punctuated_word":"okay","sentiment":"neutral","sentiment_score":0.0031186453998088837},{"word":"if","start":92.24,"end":92.4,"confidence":0.9980469,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.035236917436122894},{"word":"i","start":92.4,"end":92.56,"confidence":0.99902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.026121221482753754},{"word":"request","start":92.56,"end":92.88,"confidence":0.9970703,"punctuated_word":"request","sentiment":"neutral","sentiment_score":0.036699328571558},{"word":"the","start":92.88,"end":93.04,"confidence":0.7993164,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.016901783645153046},{"word":"pictures","start":93.04,"end":93.54,"confidence":0.99902344,"punctuated_word":"pictures","sentiment":"neutral","sentiment_score":0.016551699489355087},{"word":"of","start":94.0,"end":94.16,"confidence":0.99316406,"punctuated_word":"of","sentiment":"neutral","sentiment_score":0.014178726822137833},{"word":"your","start":94.16,"end":94.4,"confidence":0.98828125,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.008420396596193314},{"word":"setup","start":94.4,"end":94.8,"confidence":0.9248047,"punctuated_word":"setup","sentiment":"neutral","sentiment_score":0.02501971647143364},{"word":"there","start":94.8,"end":95.119995,"confidence":0.97265625,"punctuated_word":"there","sentiment":"neutral","sentiment_score":0.022097930312156677},{"word":"for","start":95.119995,"end":95.36,"confidence":0.98535156,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.025183912366628647},{"word":"us","start":95.36,"end":95.52,"confidence":0.99902344,"punctuated_word":"us","sentiment":"neutral","sentiment_score":0.012121718376874924},{"word":"to","start":95.52,"end":95.68,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.03112878650426865},{"word":"have","start":95.68,"end":95.84,"confidence":1.0,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.008362174034118652},{"word":"a","start":95.84,"end":96.0,"confidence":0.9892578,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.00574110820889473},{"word":"reference","start":96.0,"end":96.5,"confidence":1.0,"punctuated_word":"reference","sentiment":"neutral","sentiment_score":0.007213123142719269},{"word":"and","start":96.56,"end":97.06,"confidence":0.9951172,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.004941344261169434},{"word":"escalate","start":97.305,"end":97.545006,"confidence":0.9248047,"punctuated_word":"escalate","sentiment":"neutral","sentiment_score":-0.0041616857051849365},{"word":"this","start":97.545006,"end":97.865005,"confidence":0.9199219,"punctuated_word":"this","sentiment":"neutral","sentiment_score":-0.0096614770591259},{"word":"to","start":97.865005,"end":98.025,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.01145106554031372},{"word":"the","start":98.025,"end":98.185005,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.0007730349898338318},{"word":"network","start":98.185005,"end":98.585,"confidence":1.0,"punctuated_word":"network","sentiment":"neutral","sentiment_score":-0.005381695926189423},{"word":"team","start":98.585,"end":99.085,"confidence":0.8029785,"punctuated_word":"team?","sentiment":"neutral","sentiment_score":-0.0005317088216543198},{"word":"mhmm","start":101.625,"end":102.125,"confidence":0.99731445,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":0.00948958471417427},{"word":"yeah","start":104.505005,"end":104.966934,"confidence":0.99853516,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.03460781276226044},{"word":"i'm","start":105.366936,"end":105.60693,"confidence":0.98999023,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.02878313325345516},{"word":"going","start":105.60693,"end":105.84693,"confidence":0.9970703,"punctuated_word":"going","sentiment":"neutral","sentiment_score":0.03365543484687805},{"word":"to","start":105.84693,"end":105.92693,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.043340541422367096},{"word":"send","start":105.92693,"end":106.16693,"confidence":0.99902344,"punctuated_word":"send","sentiment":"neutral","sentiment_score":0.041847579181194305},{"word":"you","start":106.16693,"end":106.40694,"confidence":0.99902344,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.048414554446935654},{"word":"an","start":106.40694,"end":106.56693,"confidence":1.0,"punctuated_word":"an","sentiment":"neutral","sentiment_score":0.043666861951351166},{"word":"email","start":106.56693,"end":106.966934,"confidence":1.0,"punctuated_word":"email","sentiment":"neutral","sentiment_score":0.04850028082728386},{"word":"shortly","start":106.966934,"end":107.466934,"confidence":0.8105469,"punctuated_word":"shortly,","sentiment":"neutral","sentiment_score":0.04282153397798538},{"word":"then","start":107.52693,"end":107.76694,"confidence":0.99902344,"punctuated_word":"then","sentiment":"neutral","sentiment_score":0.05205124244093895},{"word":"just","start":107.76694,"end":108.006935,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.04746086150407791},{"word":"reply","start":108.006935,"end":108.326935,"confidence":0.9980469,"punctuated_word":"reply","sentiment":"neutral","sentiment_score":0.04762926697731018},{"word":"to","start":108.326935,"end":108.48693,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.05747393891215325},{"word":"that","start":108.48693,"end":108.72694,"confidence":0.99902344,"punctuated_word":"that","sentiment":"neutral","sentiment_score":0.0510939359664917},{"word":"email","start":108.72694,"end":108.966934,"confidence":1.0,"punctuated_word":"email","sentiment":"neutral","sentiment_score":0.04154253751039505},{"word":"with","start":108.966934,"end":109.12694,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.045769911259412766},{"word":"the","start":109.12694,"end":109.286934,"confidence":0.9980469,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.03287670761346817},{"word":"pictures","start":109.286934,"end":109.786934,"confidence":1.0,"punctuated_word":"pictures.","sentiment":"neutral","sentiment_score":0.04552789404988289},{"word":"okay","start":111.84693,"end":112.34693,"confidence":0.99560547,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.20563194155693057},{"word":"okay","start":112.72694,"end":113.12694,"confidence":0.99853516,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.2260477989912033},{"word":"bye","start":113.12694,"end":113.366936,"confidence":1.0,"punctuated_word":"Bye","sentiment":"neutral","sentiment_score":0.3127463161945343},{"word":"for","start":113.366936,"end":113.60693,"confidence":0.99902344,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.25417208671569824},{"word":"now","start":113.60693,"end":113.92693,"confidence":1.0,"punctuated_word":"now.","sentiment":"neutral","sentiment_score":0.24479864537715912},{"word":"thank","start":113.92693,"end":114.16693,"confidence":0.94189453,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.37515828013420105},{"word":"you","start":114.16693,"end":114.66693,"confidence":0.99902344,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.3629286289215088}],"paragraphs":{"transcript":"\nYes. Hello. Good afternoon. This is Maureen from Ertol tech support. Just yeah.\n\nYeah. I just wanted to confirm if you have spoke with other representative earlier. Mhmm. And it says here that there's a fault with your service. May I know what is that?\n\nMhmm. Mhmm. Okay. So upon checking here, you're using your own router. May I know what router is it?\n\nSorry. What is it? Mhmm. Yeah. The router.\n\nThe one that you did you hear the same? Okay. How about the model? Is is it just air only? Okay.\n\nYeah. But with the gentleman earlier with the tech representative, you tried to connect it with the PPPoE. Okay. Is it okay if I request the pictures of your setup there for us to have a reference and escalate this to the network team? Mhmm.\n\nYeah. I'm going to send you an email shortly, then just reply to that email with the pictures. Okay. Okay. Bye for now.\n\nThank you.","paragraphs":[{"sentences":[{"text":"Yes.","start":2.8,"end":3.04,"sentiment":"neutral","sentiment_score":0.11815415322780608},{"text":"Hello.","start":3.04,"end":3.54,"sentiment":"neutral","sentiment_score":0.1951204389333725},{"text":"Good afternoon.","start":3.6,"end":4.3199997,"sentiment":"positive","sentiment_score":0.4265947490930557},{"text":"This is Maureen from Ertol tech support.","start":4.3199997,"end":6.8199997,"sentiment":"positive","sentiment_score":0.370917124407632},{"text":"Just yeah.","start":8.0,"end":9.059999,"sentiment":"neutral","sentiment_score":0.17068521678447723}],"sentiment":"neutral","sentiment_score":0.31571187652074373,"num_words":13,"start":2.8,"end":9.059999},{"sentences":[{"text":"Yeah.","start":9.5199995,"end":9.84,"sentiment":"neutral","sentiment_score":0.09117459505796432},{"text":"I just wanted to confirm if you have spoke with other representative earlier.","start":9.84,"end":14.565001,"sentiment":"neutral","sentiment_score":0.06176637456967281},{"text":"Mhmm.","start":16.545,"end":17.045,"sentiment":"neutral","sentiment_score":-0.009485620073974133},{"text":"And it says here that there's a fault with your service.","start":17.505001,"end":22.965,"sentiment":"neutral","sentiment_score":-0.14968892661007968},{"text":"May I know what is that?","start":23.265,"end":32.53,"sentiment":"neutral","sentiment_score":-0.08102199124793212}],"sentiment":"neutral","sentiment_score":-0.03900182174402289,"num_words":32,"start":9.5199995,"end":32.53},{"sentences":[{"text":"Mhmm.","start":34.03,"end":34.53,"sentiment":"neutral","sentiment_score":-0.12252604961395264},{"text":"Mhmm.","start":36.43,"end":36.915,"sentiment":"neutral","sentiment_score":-0.06791992485523224},{"text":"Okay.","start":41.235,"end":41.715,"sentiment":"neutral","sentiment_score":-0.07368580996990204},{"text":"So upon checking here, you're using your own router.","start":41.715,"end":44.915,"sentiment":"neutral","sentiment_score":-0.056298508412308164},{"text":"May I know what router is it?","start":44.915,"end":46.535,"sentiment":"neutral","sentiment_score":-0.03116858457880361}],"sentiment":"neutral","sentiment_score":-0.052052550115867666,"num_words":19,"start":34.03,"end":46.535},{"sentences":[{"text":"Sorry.","start":53.690002,"end":54.09,"sentiment":"neutral","sentiment_score":-0.056096985936164856},{"text":"What is it?","start":54.09,"end":54.91,"sentiment":"neutral","sentiment_score":-0.047614904741446175},{"text":"Mhmm.","start":57.61,"end":57.93,"sentiment":"neutral","sentiment_score":-0.015716196969151497},{"text":"Yeah.","start":57.93,"end":58.25,"sentiment":"neutral","sentiment_score":-0.012769720517098904},{"text":"The router.","start":58.25,"end":58.91,"sentiment":"neutral","sentiment_score":-0.02542727440595627}],"sentiment":"neutral","sentiment_score":-0.03478527080733329,"num_words":8,"start":53.690002,"end":58.91},{"sentences":[{"text":"The one that you did you hear the same?","start":59.210003,"end":61.230003,"sentiment":"neutral","sentiment_score":-0.01909831218007538},{"text":"Okay.","start":68.325,"end":68.645,"sentiment":"neutral","sentiment_score":-0.0017969580367207527},{"text":"How about the model?","start":68.645,"end":69.865,"sentiment":"neutral","sentiment_score":-0.005564440507441759},{"text":"Is is it just air only?","start":70.085,"end":72.585,"sentiment":"neutral","sentiment_score":-0.015519371721893549},{"text":"Okay.","start":76.805,"end":77.305,"sentiment":"neutral","sentiment_score":-0.008744877763092518}],"sentiment":"neutral","sentiment_score":-0.014180982751505715,"num_words":21,"start":59.210003,"end":77.305},{"sentences":[{"text":"Yeah.","start":78.805,"end":79.205,"sentiment":"neutral","sentiment_score":-0.014082162640988828},{"text":"But with the gentleman earlier with the tech representative, you tried to connect it with the PPPoE.","start":79.205,"end":88.1,"sentiment":"neutral","sentiment_score":-0.052669576424009656},{"text":"Okay.","start":90.08,"end":90.58,"sentiment":"neutral","sentiment_score":-0.02459775097668171},{"text":"Is it okay if I request the pictures of your setup there for us to have a reference and escalate this to the network team?","start":91.68,"end":99.085,"sentiment":"neutral","sentiment_score":0.009939916431903839},{"text":"Mhmm.","start":101.625,"end":102.125,"sentiment":"neutral","sentiment_score":0.00948958471417427}],"sentiment":"neutral","sentiment_score":-0.015023893718090322,"num_words":45,"start":78.805,"end":102.125},{"sentences":[{"text":"Yeah.","start":104.505005,"end":104.966934,"sentiment":"neutral","sentiment_score":0.03460781276226044},{"text":"I'm going to send you an email shortly, then just reply to that email with the pictures.","start":105.366936,"end":109.786934,"sentiment":"neutral","sentiment_score":0.044262130361269504},{"text":"Okay.","start":111.84693,"end":112.34693,"sentiment":"neutral","sentiment_score":0.20563194155693057},{"text":"Okay.","start":112.72694,"end":113.12694,"sentiment":"neutral","sentiment_score":0.2260477989912033},{"text":"Bye for now.","start":113.12694,"end":113.92693,"sentiment":"neutral","sentiment_score":0.27057234942913055}],"sentiment":"neutral","sentiment_score":0.08828090511910293,"num_words":23,"start":104.505005,"end":113.92693},{"sentences":[{"text":"Thank you.","start":113.92693,"end":114.66693,"sentiment":"positive","sentiment_score":0.3690434545278549}],"sentiment":"positive","sentiment_score":0.3690434545278549,"num_words":2,"start":113.92693,"end":114.66693}]}}]},{"alternatives":[{"transcript":"Hello. Christian speaking. How are you going? That's correct. Yes. To be honest, the aero modem is not working with process that the gentleman spoke to me before with. So I think I need a new modem. Yeah. That's the problem. It's the aero aero white little box. It's the modem. Yeah. Yeah. The router, it's a aero, so double e r o, brand. Okay. I'm not at home at I'm not at home at the moment, so I can't give you the model number. Yep. That's correct. And it wasn't working. Okay. So do you want me to send you pictures when I get home? Okay. Okay. No problem. Thank you very much. Thank you. Bye bye. Bye bye.","confidence":0.9892578,"words":[{"word":"hello","start":0.56,"end":0.88,"confidence":0.736084,"punctuated_word":"Hello.","sentiment":"neutral","sentiment_score":0.03942960128188133},{"word":"christian","start":0.88,"end":1.28,"confidence":0.38793945,"punctuated_word":"Christian","sentiment":"neutral","sentiment_score":0.052971214056015015},{"word":"speaking","start":1.28,"end":1.78,"confidence":0.98461914,"punctuated_word":"speaking.","sentiment":"neutral","sentiment_score":0.04264039546251297},{"word":"how","start":7.44,"end":7.68,"confidence":0.92333984,"punctuated_word":"How","sentiment":"neutral","sentiment_score":0.30874723196029663},{"word":"are","start":7.68,"end":7.8399997,"confidence":0.6870117,"punctuated_word":"are","sentiment":"neutral","sentiment_score":0.2770785391330719},{"word":"you","start":7.8399997,"end":8.09,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.26409441232681274},{"word":"going","start":8.09,"end":8.59,"confidence":0.8901367,"punctuated_word":"going?","sentiment":"neutral","sentiment_score":0.21171730756759644},{"word":"that's","start":15.085,"end":15.405,"confidence":0.7442627,"punctuated_word":"That's","sentiment":"neutral","sentiment_score":0.13672032952308655},{"word":"correct","start":15.405,"end":15.565001,"confidence":0.9824219,"punctuated_word":"correct.","sentiment":"neutral","sentiment_score":0.13846682012081146},{"word":"yes","start":15.565001,"end":16.065,"confidence":0.98583984,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":0.05085035413503647},{"word":"to","start":26.045,"end":26.125,"confidence":0.8701172,"punctuated_word":"To","sentiment":"neutral","sentiment_score":-0.08592605590820312},{"word":"be","start":26.125,"end":26.285,"confidence":0.9892578,"punctuated_word":"be","sentiment":"neutral","sentiment_score":-0.17237238585948944},{"word":"honest","start":26.285,"end":26.605,"confidence":0.9875488,"punctuated_word":"honest,","sentiment":"neutral","sentiment_score":-0.18208277225494385},{"word":"the","start":26.605,"end":26.925,"confidence":0.8642578,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.3315573036670685},{"word":"aero","start":26.925,"end":27.425,"confidence":0.7619629,"punctuated_word":"aero","sentiment":"negative","sentiment_score":-0.33505114912986755},{"word":"modem","start":28.445,"end":28.925,"confidence":0.89746094,"punctuated_word":"modem","sentiment":"negative","sentiment_score":-0.3429734706878662},{"word":"is","start":28.925,"end":29.165,"confidence":0.9760742,"punctuated_word":"is","sentiment":"negative","sentiment_score":-0.3440772294998169},{"word":"not","start":29.165,"end":29.404999,"confidence":0.99121094,"punctuated_word":"not","sentiment":"negative","sentiment_score":-0.33832210302352905},{"word":"working","start":29.404999,"end":29.885,"confidence":0.9892578,"punctuated_word":"working","sentiment":"neutral","sentiment_score":-0.33013707399368286},{"word":"with","start":29.885,"end":30.385,"confidence":0.8574219,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.27344760298728943},{"word":"process","start":30.98,"end":31.22,"confidence":0.67626953,"punctuated_word":"process","sentiment":"neutral","sentiment_score":-0.2393720895051956},{"word":"that","start":31.22,"end":31.38,"confidence":0.99902344,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.1918174773454666},{"word":"the","start":31.38,"end":31.46,"confidence":0.99902344,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.2038755714893341},{"word":"gentleman","start":31.46,"end":31.96,"confidence":0.94628906,"punctuated_word":"gentleman","sentiment":"neutral","sentiment_score":-0.16594645380973816},{"word":"spoke","start":32.02,"end":32.26,"confidence":0.99609375,"punctuated_word":"spoke","sentiment":"neutral","sentiment_score":-0.1445002257823944},{"word":"to","start":32.26,"end":32.42,"confidence":0.9980469,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.12983226776123047},{"word":"me","start":32.42,"end":32.579998,"confidence":1.0,"punctuated_word":"me","sentiment":"neutral","sentiment_score":-0.14502595365047455},{"word":"before","start":32.579998,"end":32.9,"confidence":1.0,"punctuated_word":"before","sentiment":"neutral","sentiment_score":-0.1558046042919159},{"word":"with","start":32.9,"end":33.4,"confidence":0.7939453,"punctuated_word":"with.","sentiment":"neutral","sentiment_score":-0.18630138039588928},{"word":"so","start":33.86,"end":34.1,"confidence":0.9941406,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.15227413177490234},{"word":"i","start":34.1,"end":34.18,"confidence":0.99316406,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.2183566242456436},{"word":"think","start":34.18,"end":34.42,"confidence":1.0,"punctuated_word":"think","sentiment":"neutral","sentiment_score":-0.22841136157512665},{"word":"i","start":34.42,"end":34.5,"confidence":0.9980469,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.2601184844970703},{"word":"need","start":34.5,"end":34.739998,"confidence":1.0,"punctuated_word":"need","sentiment":"neutral","sentiment_score":-0.2726256847381592},{"word":"a","start":34.739998,"end":34.9,"confidence":0.9980469,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.254678338766098},{"word":"new","start":34.9,"end":35.059998,"confidence":0.99902344,"punctuated_word":"new","sentiment":"neutral","sentiment_score":-0.24951082468032837},{"word":"modem","start":35.059998,"end":35.559998,"confidence":0.99658203,"punctuated_word":"modem.","sentiment":"neutral","sentiment_score":-0.21086665987968445},{"word":"yeah","start":37.86,"end":38.1,"confidence":0.9394531,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.10351423174142838},{"word":"that's","start":38.1,"end":38.34,"confidence":0.9995117,"punctuated_word":"That's","sentiment":"neutral","sentiment_score":-0.2124006152153015},{"word":"the","start":38.34,"end":38.5,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.2094038277864456},{"word":"problem","start":38.5,"end":39.0,"confidence":1.0,"punctuated_word":"problem.","sentiment":"neutral","sentiment_score":-0.2145797312259674},{"word":"it's","start":47.375,"end":47.615,"confidence":0.8203125,"punctuated_word":"It's","sentiment":"neutral","sentiment_score":-0.038650915026664734},{"word":"the","start":47.615,"end":47.935,"confidence":0.96533203,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.04726317524909973},{"word":"aero","start":47.935,"end":48.435,"confidence":0.75439453,"punctuated_word":"aero","sentiment":"neutral","sentiment_score":-0.04563039168715477},{"word":"aero","start":48.575,"end":49.055,"confidence":0.7030029,"punctuated_word":"aero","sentiment":"neutral","sentiment_score":-0.04120409116148949},{"word":"white","start":49.055,"end":49.295002,"confidence":0.7495117,"punctuated_word":"white","sentiment":"neutral","sentiment_score":-0.0502147302031517},{"word":"little","start":49.295002,"end":49.615,"confidence":0.96972656,"punctuated_word":"little","sentiment":"neutral","sentiment_score":-0.04239847883582115},{"word":"box","start":49.615,"end":50.115,"confidence":0.92626953,"punctuated_word":"box.","sentiment":"neutral","sentiment_score":-0.039166904985904694},{"word":"it's","start":56.015,"end":56.175003,"confidence":0.73791504,"punctuated_word":"It's","sentiment":"neutral","sentiment_score":-0.04809924587607384},{"word":"the","start":56.175003,"end":56.335,"confidence":0.9658203,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.058700837194919586},{"word":"modem","start":56.335,"end":56.835,"confidence":0.91381836,"punctuated_word":"modem.","sentiment":"neutral","sentiment_score":-0.05483689904212952},{"word":"yeah","start":58.495003,"end":58.995003,"confidence":0.9904785,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.009858570992946625},{"word":"yeah","start":59.47,"end":59.710003,"confidence":0.9980469,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":-0.013244833797216415},{"word":"the","start":59.710003,"end":59.79,"confidence":0.99609375,"punctuated_word":"The","sentiment":"neutral","sentiment_score":-0.02389566600322723},{"word":"router","start":59.79,"end":60.27,"confidence":0.8195801,"punctuated_word":"router,","sentiment":"neutral","sentiment_score":-0.025341792032122612},{"word":"it's","start":60.27,"end":60.59,"confidence":0.99853516,"punctuated_word":"it's","sentiment":"neutral","sentiment_score":-0.025602323934435844},{"word":"a","start":60.59,"end":60.75,"confidence":0.6694336,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.027423761785030365},{"word":"aero","start":60.75,"end":61.23,"confidence":0.7113444,"punctuated_word":"aero,","sentiment":"neutral","sentiment_score":-0.012842554599046707},{"word":"so","start":61.23,"end":61.47,"confidence":0.9838867,"punctuated_word":"so","sentiment":"neutral","sentiment_score":-0.015023468993604183},{"word":"double","start":61.47,"end":61.870003,"confidence":0.8203125,"punctuated_word":"double","sentiment":"neutral","sentiment_score":-0.0082396874204278},{"word":"e","start":61.870003,"end":62.27,"confidence":0.97314453,"punctuated_word":"e","sentiment":"neutral","sentiment_score":-0.011479903012514114},{"word":"r","start":62.27,"end":62.43,"confidence":0.77978516,"punctuated_word":"r","sentiment":"neutral","sentiment_score":-0.010048984549939632},{"word":"o","start":62.43,"end":62.93,"confidence":0.8305664,"punctuated_word":"o,","sentiment":"neutral","sentiment_score":-0.009586416184902191},{"word":"brand","start":64.03,"end":64.53,"confidence":0.9824219,"punctuated_word":"brand.","sentiment":"neutral","sentiment_score":-0.014200720004737375},{"word":"okay","start":71.31,"end":71.81,"confidence":0.9980469,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.01294627133756876},{"word":"i'm","start":71.835,"end":72.075,"confidence":0.9995117,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.036048389971256256},{"word":"not","start":72.075,"end":72.235,"confidence":1.0,"punctuated_word":"not","sentiment":"neutral","sentiment_score":-0.036559365689754486},{"word":"at","start":72.235,"end":72.315,"confidence":0.99902344,"punctuated_word":"at","sentiment":"neutral","sentiment_score":-0.06845708936452866},{"word":"home","start":72.315,"end":72.475,"confidence":0.9941406,"punctuated_word":"home","sentiment":"neutral","sentiment_score":-0.06329452991485596},{"word":"at","start":72.475,"end":72.715,"confidence":0.43139648,"punctuated_word":"at","sentiment":"neutral","sentiment_score":-0.0747346431016922},{"word":"i'm","start":72.715,"end":72.955,"confidence":0.9758301,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.07123889029026031},{"word":"not","start":72.955,"end":73.195,"confidence":0.99902344,"punctuated_word":"not","sentiment":"neutral","sentiment_score":-0.085227370262146},{"word":"at","start":73.195,"end":73.275,"confidence":0.99902344,"punctuated_word":"at","sentiment":"neutral","sentiment_score":-0.09765844792127608},{"word":"home","start":73.275,"end":73.515,"confidence":0.9980469,"punctuated_word":"home","sentiment":"neutral","sentiment_score":-0.08344217389822006},{"word":"at","start":73.515,"end":73.674995,"confidence":0.99902344,"punctuated_word":"at","sentiment":"neutral","sentiment_score":-0.11149124801158904},{"word":"the","start":73.674995,"end":73.755,"confidence":0.9970703,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.09501683712005617},{"word":"moment","start":73.755,"end":74.075,"confidence":0.93847656,"punctuated_word":"moment,","sentiment":"neutral","sentiment_score":-0.10681866109371184},{"word":"so","start":74.075,"end":74.155,"confidence":0.99902344,"punctuated_word":"so","sentiment":"neutral","sentiment_score":-0.08223988115787506},{"word":"i","start":74.155,"end":74.235,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.09134384244680405},{"word":"can't","start":74.235,"end":74.395,"confidence":0.9926758,"punctuated_word":"can't","sentiment":"neutral","sentiment_score":-0.06662333756685257},{"word":"give","start":74.395,"end":74.635,"confidence":1.0,"punctuated_word":"give","sentiment":"neutral","sentiment_score":-0.04693830385804176},{"word":"you","start":74.635,"end":74.715,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.05555273592472077},{"word":"the","start":74.715,"end":74.795,"confidence":0.99902344,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.04201089218258858},{"word":"model","start":74.795,"end":75.115,"confidence":0.9970703,"punctuated_word":"model","sentiment":"neutral","sentiment_score":-0.08007290959358215},{"word":"number","start":75.115,"end":75.615,"confidence":1.0,"punctuated_word":"number.","sentiment":"neutral","sentiment_score":-0.045494478195905685},{"word":"yep","start":77.755,"end":78.255,"confidence":0.97314453,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":-0.0028165201656520367},{"word":"that's","start":86.729996,"end":86.97,"confidence":0.8510742,"punctuated_word":"That's","sentiment":"neutral","sentiment_score":-0.05305147171020508},{"word":"correct","start":86.97,"end":87.369995,"confidence":0.7507324,"punctuated_word":"correct.","sentiment":"neutral","sentiment_score":-0.05740941688418389},{"word":"and","start":87.369995,"end":87.53,"confidence":0.85498047,"punctuated_word":"And","sentiment":"neutral","sentiment_score":-0.09283503890037537},{"word":"it","start":87.53,"end":87.689995,"confidence":0.45825195,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.1438121199607849},{"word":"wasn't","start":87.689995,"end":88.009995,"confidence":0.953125,"punctuated_word":"wasn't","sentiment":"neutral","sentiment_score":-0.21668808162212372},{"word":"working","start":88.009995,"end":88.509995,"confidence":0.99902344,"punctuated_word":"working.","sentiment":"neutral","sentiment_score":-0.19442462921142575},{"word":"okay","start":100.425,"end":100.925,"confidence":0.91381836,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.018217086791992188},{"word":"so","start":101.545006,"end":101.785,"confidence":0.80126953,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.011798162013292313},{"word":"do","start":101.785,"end":101.865005,"confidence":0.94970703,"punctuated_word":"do","sentiment":"neutral","sentiment_score":-0.0029939301311969757},{"word":"you","start":101.865005,"end":101.945,"confidence":0.98828125,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.0010250620543956757},{"word":"want","start":101.945,"end":102.105,"confidence":0.9970703,"punctuated_word":"want","sentiment":"neutral","sentiment_score":0.0030362606048583984},{"word":"me","start":102.105,"end":102.185,"confidence":1.0,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.00810396671295166},{"word":"to","start":102.185,"end":102.265,"confidence":0.9970703,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.010366909205913544},{"word":"send","start":102.265,"end":102.505005,"confidence":1.0,"punctuated_word":"send","sentiment":"neutral","sentiment_score":0.0012552589178085327},{"word":"you","start":102.505005,"end":102.665,"confidence":0.9873047,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.0033908039331436157},{"word":"pictures","start":102.665,"end":103.065,"confidence":0.984375,"punctuated_word":"pictures","sentiment":"neutral","sentiment_score":0.011048909276723862},{"word":"when","start":103.065,"end":103.225006,"confidence":0.99902344,"punctuated_word":"when","sentiment":"neutral","sentiment_score":0.0054756030440330505},{"word":"i","start":103.225006,"end":103.305,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.003925427794456482},{"word":"get","start":103.305,"end":103.465004,"confidence":0.9921875,"punctuated_word":"get","sentiment":"neutral","sentiment_score":-0.009616687893867493},{"word":"home","start":103.465004,"end":103.965004,"confidence":0.99902344,"punctuated_word":"home?","sentiment":"neutral","sentiment_score":0.012324562296271324},{"word":"okay","start":105.625,"end":106.125,"confidence":0.9926758,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.047278568148612976},{"word":"okay","start":110.22694,"end":110.62694,"confidence":0.9970703,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.1218663677573204},{"word":"no","start":110.62694,"end":110.866936,"confidence":0.98535156,"punctuated_word":"No","sentiment":"neutral","sentiment_score":0.22731713950634003},{"word":"problem","start":110.866936,"end":111.186935,"confidence":0.9995117,"punctuated_word":"problem.","sentiment":"neutral","sentiment_score":0.30797165632247925},{"word":"thank","start":111.186935,"end":111.34694,"confidence":1.0,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.4137169420719147},{"word":"you","start":111.34694,"end":111.58694,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.41113394498825073},{"word":"very","start":111.58694,"end":111.74693,"confidence":1.0,"punctuated_word":"very","sentiment":"positive","sentiment_score":0.46603137254714966},{"word":"much","start":111.74693,"end":112.24693,"confidence":1.0,"punctuated_word":"much.","sentiment":"positive","sentiment_score":0.4480063319206238},{"word":"thank","start":113.02694,"end":113.26694,"confidence":0.9892578,"punctuated_word":"Thank","sentiment":"neutral","sentiment_score":0.30894196033477783},{"word":"you","start":113.26694,"end":113.58694,"confidence":1.0,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.3042201101779938},{"word":"bye","start":113.58694,"end":113.74693,"confidence":1.0,"punctuated_word":"Bye","sentiment":"neutral","sentiment_score":0.2359415292739868},{"word":"bye","start":113.74693,"end":114.24693,"confidence":0.99902344,"punctuated_word":"bye.","sentiment":"neutral","sentiment_score":0.2193848192691803},{"word":"bye","start":114.30694,"end":114.546936,"confidence":0.9604492,"punctuated_word":"Bye","sentiment":"neutral","sentiment_score":0.22430634498596191},{"word":"bye","start":114.546936,"end":115.046936,"confidence":0.98291016,"punctuated_word":"bye.","sentiment":"neutral","sentiment_score":0.17337945103645325}],"paragraphs":{"transcript":"\nHello. Christian speaking. How are you going? That's correct. Yes.\n\nTo be honest, the aero modem is not working with process that the gentleman spoke to me before with. So I think I need a new modem. Yeah. That's the problem. It's the aero aero white little box.\n\nIt's the modem. Yeah. Yeah. The router, it's a aero, so double e r o, brand. Okay.\n\nI'm not at home at I'm not at home at the moment, so I can't give you the model number. Yep. That's correct. And it wasn't working. Okay.\n\nSo do you want me to send you pictures when I get home? Okay. Okay. No problem. Thank you very much.\n\nThank you. Bye bye. Bye bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":0.56,"end":0.88,"sentiment":"neutral","sentiment_score":0.03942960128188133},{"text":"Christian speaking.","start":0.88,"end":1.78,"sentiment":"neutral","sentiment_score":0.04780580475926399},{"text":"How are you going?","start":7.44,"end":8.59,"sentiment":"neutral","sentiment_score":0.2654093727469444},{"text":"That's correct.","start":15.085,"end":15.565001,"sentiment":"neutral","sentiment_score":0.137593574821949},{"text":"Yes.","start":15.565001,"end":16.065,"sentiment":"neutral","sentiment_score":0.05085035413503647}],"sentiment":"neutral","sentiment_score":0.15227162055671215,"num_words":10,"start":0.56,"end":16.065},{"sentences":[{"text":"To be honest, the aero modem is not working with process that the gentleman spoke to me before with.","start":26.045,"end":33.4,"sentiment":"neutral","sentiment_score":-0.22623279847596822},{"text":"So I think I need a new modem.","start":33.86,"end":35.559998,"sentiment":"neutral","sentiment_score":-0.23085526376962662},{"text":"Yeah.","start":37.86,"end":38.1,"sentiment":"neutral","sentiment_score":-0.10351423174142838},{"text":"That's the problem.","start":38.1,"end":39.0,"sentiment":"neutral","sentiment_score":-0.21212805807590485},{"text":"It's the aero aero white little box.","start":47.375,"end":50.115,"sentiment":"neutral","sentiment_score":-0.043504098164183755}],"sentiment":"neutral","sentiment_score":-0.18920243090312733,"num_words":38,"start":26.045,"end":50.115},{"sentences":[{"text":"It's the modem.","start":56.015,"end":56.835,"sentiment":"neutral","sentiment_score":-0.05387899403770765},{"text":"Yeah.","start":58.495003,"end":58.995003,"sentiment":"neutral","sentiment_score":-0.009858570992946625},{"text":"Yeah.","start":59.47,"end":59.710003,"sentiment":"neutral","sentiment_score":-0.013244833797216415},{"text":"The router, it's a aero, so double e r o, brand.","start":59.710003,"end":64.53,"sentiment":"neutral","sentiment_score":-0.016698661683635277},{"text":"Okay.","start":71.31,"end":71.81,"sentiment":"neutral","sentiment_score":-0.01294627133756876}],"sentiment":"neutral","sentiment_score":-0.022433643338873106,"num_words":17,"start":56.015,"end":71.81},{"sentences":[{"text":"I'm not at home at I'm not at home at the moment, so I can't give you the model number.","start":71.835,"end":75.615,"sentiment":"neutral","sentiment_score":-0.07201320137828589},{"text":"Yep.","start":77.755,"end":78.255,"sentiment":"neutral","sentiment_score":-0.0028165201656520367},{"text":"That's correct.","start":86.729996,"end":87.369995,"sentiment":"neutral","sentiment_score":-0.05523044429719448},{"text":"And it wasn't working.","start":87.369995,"end":88.509995,"sentiment":"neutral","sentiment_score":-0.16193996742367744},{"text":"Okay.","start":100.425,"end":100.925,"sentiment":"neutral","sentiment_score":0.018217086791992188}],"sentiment":"neutral","sentiment_score":-0.07796729354387415,"num_words":28,"start":71.835,"end":100.925},{"sentences":[{"text":"So do you want me to send you pictures when I get home?","start":101.545006,"end":103.965004,"sentiment":"neutral","sentiment_score":0.004549254448367999},{"text":"Okay.","start":105.625,"end":106.125,"sentiment":"neutral","sentiment_score":0.047278568148612976},{"text":"Okay.","start":110.22694,"end":110.62694,"sentiment":"neutral","sentiment_score":0.1218663677573204},{"text":"No problem.","start":110.62694,"end":111.186935,"sentiment":"neutral","sentiment_score":0.26764439791440964},{"text":"Thank you very much.","start":111.186935,"end":112.24693,"sentiment":"positive","sentiment_score":0.4347221478819847}],"sentiment":"neutral","sentiment_score":0.11916488719483216,"num_words":21,"start":101.545006,"end":112.24693},{"sentences":[{"text":"Thank you.","start":113.02694,"end":113.58694,"sentiment":"neutral","sentiment_score":0.3065810352563858},{"text":"Bye bye.","start":113.58694,"end":114.24693,"sentiment":"neutral","sentiment_score":0.22766317427158356},{"text":"Bye bye.","start":114.30694,"end":115.046936,"sentiment":"neutral","sentiment_score":0.19884289801120758}],"sentiment":"neutral","sentiment_score":0.24436236917972565,"num_words":6,"start":113.02694,"end":115.046936}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello. Christian speaking.\n\nChannel 0: Yes. Hello. Good afternoon. This is Maureen from Ertol tech support.\n\nChannel 1: How are you\n\nChannel 0: Just\n\nChannel 1: going?\n\nChannel 0: yeah. Yeah. I just wanted to confirm if you have spoke with other representative earlier.\n\nChannel 1: That's correct. Yes.\n\nChannel 0: Mhmm. And it says here that there's a fault with your service. May I know what is\n\nChannel 1: To be honest, the aero modem is not working with process that the gentleman spoke\n\nChannel 0: that?\n\nChannel 1: to me before with. So\n\nChannel 0: Mhmm.\n\nChannel 1: I think I need a new modem.\n\nChannel 0: Mhmm.\n\nChannel 1: Yeah. That's the problem.\n\nChannel 0: Okay. So upon checking here, you're using your own router. May I know what router is it?\n\nChannel 1: It's the aero aero white little box.\n\nChannel 0: Sorry. What is it?\n\nChannel 1: It's the modem.\n\nChannel 0: Mhmm. Yeah. The router.\n\nChannel 1: Yeah.\n\nChannel 0: The one\n\nChannel 1: Yeah.\n\nChannel 0: that\n\nChannel 1: The\n\nChannel 0: you\n\nChannel 1: router,\n\nChannel 0: did\n\nChannel 1: it's\n\nChannel 0: you hear\n\nChannel 1: a\n\nChannel 0: the same?\n\nChannel 1: aero, so double e r o, brand.\n\nChannel 0: Okay. How about the model? Is is it just\n\nChannel 1: Okay.\n\nChannel 0: air\n\nChannel 1: I'm not\n\nChannel 0: only?\n\nChannel 1: at home at I'm not at home at the moment, so I can't give you the model number.\n\nChannel 0: Okay.\n\nChannel 1: Yep.\n\nChannel 0: Yeah. But with the gentleman earlier with the tech representative, you tried to connect it\n\nChannel 1: That's correct.\n\nChannel 0: with\n\nChannel 1: And\n\nChannel 0: the\n\nChannel 1: it\n\nChannel 0: PPPoE.\n\nChannel 1: wasn't working.\n\nChannel 0: Okay. Is it okay if I request the pictures of your setup there for us to have a reference and escalate this to the network team?\n\nChannel 1: Okay. So\n\nChannel 0: Mhmm.\n\nChannel 1: do you want me to send you pictures when I get home?\n\nChannel 0: Yeah. I'm going\n\nChannel 1: Okay.\n\nChannel 0: to send you an email shortly, then just reply to that email with the pictures.\n\nChannel 1: Okay. No problem. Thank you very much.\n\nChannel 0: Okay. Okay.\n\nChannel 1: Thank\n\nChannel 0: Bye\n\nChannel 1: you.\n\nChannel 0: for\n\nChannel 1: Bye\n\nChannel 0: now.\n\nChannel 1: bye.\n\nChannel 0: Thank you.\n\nChannel 1: Bye bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":0.56,"end":0.88,"sentiment":"neutral","sentiment_score":0.03942960128188133},{"text":"Christian speaking.","start":0.88,"end":1.78,"sentiment":"neutral","sentiment_score":0.04780580475926399}],"sentiment":"neutral","sentiment_score":0.04501373693346977,"channel":1,"num_words":3,"start":0.56,"end":1.78},{"sentences":[{"text":"Yes.","start":2.8,"end":3.04,"sentiment":"neutral","sentiment_score":0.11815415322780608},{"text":"Hello.","start":3.04,"end":3.54,"sentiment":"neutral","sentiment_score":0.1951204389333725},{"text":"Good afternoon.","start":3.6,"end":4.3199997,"sentiment":"positive","sentiment_score":0.4265947490930557},{"text":"This is Maureen from Ertol tech support.","start":4.3199997,"end":6.8199997,"sentiment":"positive","sentiment_score":0.370917124407632}],"sentiment":"positive","sentiment_score":0.3420803601091558,"channel":0,"num_words":11,"start":2.8,"end":6.8199997},{"sentences":[{"text":"How are you","start":7.44,"end":8.09,"sentiment":"neutral","sentiment_score":0.2833067278067271}],"sentiment":"neutral","sentiment_score":0.2833067278067271,"channel":1,"num_words":3,"start":7.44,"end":8.09},{"sentences":[{"text":"Just","start":8.0,"end":8.4,"sentiment":"neutral","sentiment_score":0.25488391518592834}],"sentiment":"neutral","sentiment_score":0.25488391518592834,"channel":0,"num_words":1,"start":8.0,"end":8.4},{"sentences":[{"text":"going?","start":8.09,"end":8.59,"sentiment":"neutral","sentiment_score":0.21171730756759644}],"sentiment":"neutral","sentiment_score":0.21171730756759644,"channel":1,"num_words":1,"start":8.09,"end":8.59},{"sentences":[{"text":"yeah.","start":8.559999,"end":9.059999,"sentiment":"neutral","sentiment_score":0.08648651838302612},{"text":"Yeah.","start":9.5199995,"end":9.84,"sentiment":"neutral","sentiment_score":0.09117459505796432},{"text":"I just wanted to confirm if you have spoke with other representative earlier.","start":9.84,"end":14.565001,"sentiment":"neutral","sentiment_score":0.06176637456967281}],"sentiment":"neutral","sentiment_score":0.06537493218978246,"channel":0,"num_words":15,"start":8.559999,"end":14.565001},{"sentences":[{"text":"That's correct.","start":15.085,"end":15.565001,"sentiment":"neutral","sentiment_score":0.137593574821949},{"text":"Yes.","start":15.565001,"end":16.065,"sentiment":"neutral","sentiment_score":0.05085035413503647}],"sentiment":"neutral","sentiment_score":0.10867916792631149,"channel":1,"num_words":3,"start":15.085,"end":16.065},{"sentences":[{"text":"Mhmm.","start":16.545,"end":17.045,"sentiment":"neutral","sentiment_score":-0.009485620073974133},{"text":"And it says here that there's a fault with your service.","start":17.505001,"end":22.965,"sentiment":"neutral","sentiment_score":-0.14968892661007968},{"text":"May I know what is","start":23.265,"end":24.51,"sentiment":"neutral","sentiment_score":-0.06392958983778954}],"sentiment":"neutral","sentiment_score":-0.1162183389396352,"channel":0,"num_words":17,"start":16.545,"end":24.51},{"sentences":[{"text":"To be honest, the aero modem is not working with process that the gentleman spoke","start":26.045,"end":32.26,"sentiment":"neutral","sentiment_score":-0.24543059766292571}],"sentiment":"neutral","sentiment_score":-0.24543059766292571,"channel":1,"num_words":15,"start":26.045,"end":32.26},{"sentences":[{"text":"that?","start":32.03,"end":32.53,"sentiment":"neutral","sentiment_score":-0.16648399829864502}],"sentiment":"neutral","sentiment_score":-0.16648399829864502,"channel":0,"num_words":1,"start":32.03,"end":32.53},{"sentences":[{"text":"to me before with.","start":32.26,"end":33.4,"sentiment":"neutral","sentiment_score":-0.15424105152487755},{"text":"So","start":33.86,"end":34.1,"sentiment":"neutral","sentiment_score":-0.15227413177490234}],"sentiment":"neutral","sentiment_score":-0.1538476675748825,"channel":1,"num_words":5,"start":32.26,"end":34.1},{"sentences":[{"text":"Mhmm.","start":34.03,"end":34.53,"sentiment":"neutral","sentiment_score":-0.12252604961395264}],"sentiment":"neutral","sentiment_score":-0.12252604961395264,"channel":0,"num_words":1,"start":34.03,"end":34.53},{"sentences":[{"text":"I think I need a new modem.","start":34.1,"end":35.559998,"sentiment":"neutral","sentiment_score":-0.24208113976887294}],"sentiment":"neutral","sentiment_score":-0.24208113976887294,"channel":1,"num_words":7,"start":34.1,"end":35.559998},{"sentences":[{"text":"Mhmm.","start":36.43,"end":36.915,"sentiment":"neutral","sentiment_score":-0.06791992485523224}],"sentiment":"neutral","sentiment_score":-0.06791992485523224,"channel":0,"num_words":1,"start":36.43,"end":36.915},{"sentences":[{"text":"Yeah.","start":37.86,"end":38.1,"sentiment":"neutral","sentiment_score":-0.10351423174142838},{"text":"That's the problem.","start":38.1,"end":39.0,"sentiment":"neutral","sentiment_score":-0.21212805807590485}],"sentiment":"neutral","sentiment_score":-0.18497460149228573,"channel":1,"num_words":4,"start":37.86,"end":39.0},{"sentences":[{"text":"Okay.","start":41.235,"end":41.715,"sentiment":"neutral","sentiment_score":-0.07368580996990204},{"text":"So upon checking here, you're using your own router.","start":41.715,"end":44.915,"sentiment":"neutral","sentiment_score":-0.056298508412308164},{"text":"May I know what router is it?","start":44.915,"end":46.535,"sentiment":"neutral","sentiment_score":-0.03116858457880361}],"sentiment":"neutral","sentiment_score":-0.04697367516072357,"channel":0,"num_words":17,"start":41.235,"end":46.535},{"sentences":[{"text":"It's the aero aero white little box.","start":47.375,"end":50.115,"sentiment":"neutral","sentiment_score":-0.043504098164183755}],"sentiment":"neutral","sentiment_score":-0.043504098164183755,"channel":1,"num_words":7,"start":47.375,"end":50.115},{"sentences":[{"text":"Sorry.","start":53.690002,"end":54.09,"sentiment":"neutral","sentiment_score":-0.056096985936164856},{"text":"What is it?","start":54.09,"end":54.91,"sentiment":"neutral","sentiment_score":-0.047614904741446175}],"sentiment":"neutral","sentiment_score":-0.04973542504012585,"channel":0,"num_words":4,"start":53.690002,"end":54.91},{"sentences":[{"text":"It's the modem.","start":56.015,"end":56.835,"sentiment":"neutral","sentiment_score":-0.05387899403770765}],"sentiment":"neutral","sentiment_score":-0.05387899403770765,"channel":1,"num_words":3,"start":56.015,"end":56.835},{"sentences":[{"text":"Mhmm.","start":57.61,"end":57.93,"sentiment":"neutral","sentiment_score":-0.015716196969151497},{"text":"Yeah.","start":57.93,"end":58.25,"sentiment":"neutral","sentiment_score":-0.012769720517098904},{"text":"The router.","start":58.25,"end":58.91,"sentiment":"neutral","sentiment_score":-0.02542727440595627}],"sentiment":"neutral","sentiment_score":-0.019835116574540734,"channel":0,"num_words":4,"start":57.61,"end":58.91},{"sentences":[{"text":"Yeah.","start":58.495003,"end":58.995003,"sentiment":"neutral","sentiment_score":-0.009858570992946625}],"sentiment":"neutral","sentiment_score":-0.009858570992946625,"channel":1,"num_words":1,"start":58.495003,"end":58.995003},{"sentences":[{"text":"The one","start":59.210003,"end":59.61,"sentiment":"neutral","sentiment_score":-0.01202248502522707}],"sentiment":"neutral","sentiment_score":-0.01202248502522707,"channel":0,"num_words":2,"start":59.210003,"end":59.61},{"sentences":[{"text":"Yeah.","start":59.47,"end":59.710003,"sentiment":"neutral","sentiment_score":-0.013244833797216415}],"sentiment":"neutral","sentiment_score":-0.013244833797216415,"channel":1,"num_words":1,"start":59.47,"end":59.710003},{"sentences":[{"text":"that","start":59.61,"end":59.77,"sentiment":"neutral","sentiment_score":-0.013047273270785809}],"sentiment":"neutral","sentiment_score":-0.013047273270785809,"channel":0,"num_words":1,"start":59.61,"end":59.77},{"sentences":[{"text":"The","start":59.710003,"end":59.79,"sentiment":"neutral","sentiment_score":-0.02389566600322723}],"sentiment":"neutral","sentiment_score":-0.02389566600322723,"channel":1,"num_words":1,"start":59.710003,"end":59.79},{"sentences":[{"text":"you","start":59.77,"end":59.93,"sentiment":"neutral","sentiment_score":-0.021180838346481323}],"sentiment":"neutral","sentiment_score":-0.021180838346481323,"channel":0,"num_words":1,"start":59.77,"end":59.93},{"sentences":[{"text":"router,","start":59.79,"end":60.27,"sentiment":"neutral","sentiment_score":-0.025341792032122612}],"sentiment":"neutral","sentiment_score":-0.025341792032122612,"channel":1,"num_words":1,"start":59.79,"end":60.27},{"sentences":[{"text":"did","start":60.170002,"end":60.410004,"sentiment":"neutral","sentiment_score":-0.02429899573326111}],"sentiment":"neutral","sentiment_score":-0.02429899573326111,"channel":0,"num_words":1,"start":60.170002,"end":60.410004},{"sentences":[{"text":"it's","start":60.27,"end":60.59,"sentiment":"neutral","sentiment_score":-0.025602323934435844}],"sentiment":"neutral","sentiment_score":-0.025602323934435844,"channel":1,"num_words":1,"start":60.27,"end":60.59},{"sentences":[{"text":"you hear","start":60.410004,"end":60.65,"sentiment":"neutral","sentiment_score":-0.020469963550567627}],"sentiment":"neutral","sentiment_score":-0.020469963550567627,"channel":0,"num_words":2,"start":60.410004,"end":60.65},{"sentences":[{"text":"a","start":60.59,"end":60.75,"sentiment":"neutral","sentiment_score":-0.027423761785030365}],"sentiment":"neutral","sentiment_score":-0.027423761785030365,"channel":1,"num_words":1,"start":60.59,"end":60.75},{"sentences":[{"text":"the same?","start":60.65,"end":61.230003,"sentiment":"neutral","sentiment_score":-0.024186402559280396}],"sentiment":"neutral","sentiment_score":-0.024186402559280396,"channel":0,"num_words":2,"start":60.65,"end":61.230003},{"sentences":[{"text":"aero, so double e r o, brand.","start":60.75,"end":64.53,"sentiment":"neutral","sentiment_score":-0.011631676395024573}],"sentiment":"neutral","sentiment_score":-0.011631676395024573,"channel":1,"num_words":7,"start":60.75,"end":64.53},{"sentences":[{"text":"Okay.","start":68.325,"end":68.645,"sentiment":"neutral","sentiment_score":-0.0017969580367207527},{"text":"How about the model?","start":68.645,"end":69.865,"sentiment":"neutral","sentiment_score":-0.005564440507441759},{"text":"Is is it just","start":70.085,"end":71.545,"sentiment":"neutral","sentiment_score":-0.006018467014655471}],"sentiment":"neutral","sentiment_score":-0.005347620902789963,"channel":0,"num_words":9,"start":68.325,"end":71.545},{"sentences":[{"text":"Okay.","start":71.31,"end":71.81,"sentiment":"neutral","sentiment_score":-0.01294627133756876}],"sentiment":"neutral","sentiment_score":-0.01294627133756876,"channel":1,"num_words":1,"start":71.31,"end":71.81},{"sentences":[{"text":"air","start":71.765,"end":72.085,"sentiment":"neutral","sentiment_score":-0.02674194425344467}],"sentiment":"neutral","sentiment_score":-0.02674194425344467,"channel":0,"num_words":1,"start":71.765,"end":72.085},{"sentences":[{"text":"I'm not","start":71.835,"end":72.235,"sentiment":"neutral","sentiment_score":-0.03630387783050537}],"sentiment":"neutral","sentiment_score":-0.03630387783050537,"channel":1,"num_words":2,"start":71.835,"end":72.235},{"sentences":[{"text":"only?","start":72.085,"end":72.585,"sentiment":"neutral","sentiment_score":-0.04230041801929474}],"sentiment":"neutral","sentiment_score":-0.04230041801929474,"channel":0,"num_words":1,"start":72.085,"end":72.585},{"sentences":[{"text":"at home at I'm not at home at the moment, so I can't give you the model number.","start":72.235,"end":75.615,"sentiment":"neutral","sentiment_score":-0.07598090399470595}],"sentiment":"neutral","sentiment_score":-0.07598090399470595,"channel":1,"num_words":18,"start":72.235,"end":75.615},{"sentences":[{"text":"Okay.","start":76.805,"end":77.305,"sentiment":"neutral","sentiment_score":-0.008744877763092518}],"sentiment":"neutral","sentiment_score":-0.008744877763092518,"channel":0,"num_words":1,"start":76.805,"end":77.305},{"sentences":[{"text":"Yep.","start":77.755,"end":78.255,"sentiment":"neutral","sentiment_score":-0.0028165201656520367}],"sentiment":"neutral","sentiment_score":-0.0028165201656520367,"channel":1,"num_words":1,"start":77.755,"end":78.255},{"sentences":[{"text":"Yeah.","start":78.805,"end":79.205,"sentiment":"neutral","sentiment_score":-0.014082162640988828},{"text":"But with the gentleman earlier with the tech representative, you tried to connect it","start":79.205,"end":86.58,"sentiment":"neutral","sentiment_score":-0.03455169791621821}],"sentiment":"neutral","sentiment_score":-0.03318706223120292,"channel":0,"num_words":15,"start":78.805,"end":86.58},{"sentences":[{"text":"That's correct.","start":86.729996,"end":87.369995,"sentiment":"neutral","sentiment_score":-0.05523044429719448}],"sentiment":"neutral","sentiment_score":-0.05523044429719448,"channel":1,"num_words":2,"start":86.729996,"end":87.369995},{"sentences":[{"text":"with","start":87.2,"end":87.44,"sentiment":"neutral","sentiment_score":-0.057979073375463486}],"sentiment":"neutral","sentiment_score":-0.057979073375463486,"channel":0,"num_words":1,"start":87.2,"end":87.44},{"sentences":[{"text":"And","start":87.369995,"end":87.53,"sentiment":"neutral","sentiment_score":-0.09283503890037537}],"sentiment":"neutral","sentiment_score":-0.09283503890037537,"channel":1,"num_words":1,"start":87.369995,"end":87.53},{"sentences":[{"text":"the","start":87.44,"end":87.6,"sentiment":"neutral","sentiment_score":-0.16508999466896057}],"sentiment":"neutral","sentiment_score":-0.16508999466896057,"channel":0,"num_words":1,"start":87.44,"end":87.6},{"sentences":[{"text":"it","start":87.53,"end":87.689995,"sentiment":"neutral","sentiment_score":-0.1438121199607849}],"sentiment":"neutral","sentiment_score":-0.1438121199607849,"channel":1,"num_words":1,"start":87.53,"end":87.689995},{"sentences":[{"text":"PPPoE.","start":87.6,"end":88.1,"sentiment":"neutral","sentiment_score":-0.1885899603366852}],"sentiment":"neutral","sentiment_score":-0.1885899603366852,"channel":0,"num_words":1,"start":87.6,"end":88.1},{"sentences":[{"text":"wasn't working.","start":87.689995,"end":88.509995,"sentiment":"neutral","sentiment_score":-0.20555635541677475}],"sentiment":"neutral","sentiment_score":-0.20555635541677475,"channel":1,"num_words":2,"start":87.689995,"end":88.509995},{"sentences":[{"text":"Okay.","start":90.08,"end":90.58,"sentiment":"neutral","sentiment_score":-0.02459775097668171},{"text":"Is it okay if I request the pictures of your setup there for us to have a reference and escalate this to the network team?","start":91.68,"end":99.085,"sentiment":"neutral","sentiment_score":0.009939916431903839}],"sentiment":"neutral","sentiment_score":0.008611544608496703,"channel":0,"num_words":26,"start":90.08,"end":99.085},{"sentences":[{"text":"Okay.","start":100.425,"end":100.925,"sentiment":"neutral","sentiment_score":0.018217086791992188},{"text":"So","start":101.545006,"end":101.785,"sentiment":"neutral","sentiment_score":0.011798162013292313}],"sentiment":"neutral","sentiment_score":0.01500762440264225,"channel":1,"num_words":2,"start":100.425,"end":101.785},{"sentences":[{"text":"Mhmm.","start":101.625,"end":102.125,"sentiment":"neutral","sentiment_score":0.00948958471417427}],"sentiment":"neutral","sentiment_score":0.00948958471417427,"channel":0,"num_words":1,"start":101.625,"end":102.125},{"sentences":[{"text":"do you want me to send you pictures when I get home?","start":101.785,"end":103.965004,"sentiment":"neutral","sentiment_score":0.00394517881795764}],"sentiment":"neutral","sentiment_score":0.00394517881795764,"channel":1,"num_words":12,"start":101.785,"end":103.965004},{"sentences":[{"text":"Yeah.","start":104.505005,"end":104.966934,"sentiment":"neutral","sentiment_score":0.03460781276226044},{"text":"I'm going","start":105.366936,"end":105.84693,"sentiment":"neutral","sentiment_score":0.031219284050166607}],"sentiment":"neutral","sentiment_score":0.03234879362086455,"channel":0,"num_words":3,"start":104.505005,"end":105.84693},{"sentences":[{"text":"Okay.","start":105.625,"end":106.125,"sentiment":"neutral","sentiment_score":0.047278568148612976}],"sentiment":"neutral","sentiment_score":0.047278568148612976,"channel":1,"num_words":1,"start":105.625,"end":106.125},{"sentences":[{"text":"to send you an email shortly, then just reply to that email with the pictures.","start":105.84693,"end":109.786934,"sentiment":"neutral","sentiment_score":0.046001176536083224}],"sentiment":"neutral","sentiment_score":0.046001176536083224,"channel":0,"num_words":15,"start":105.84693,"end":109.786934},{"sentences":[{"text":"Okay.","start":110.22694,"end":110.62694,"sentiment":"neutral","sentiment_score":0.1218663677573204},{"text":"No problem.","start":110.62694,"end":111.186935,"sentiment":"neutral","sentiment_score":0.26764439791440964},{"text":"Thank you very much.","start":111.186935,"end":112.24693,"sentiment":"positive","sentiment_score":0.4347221478819847}],"sentiment":"positive","sentiment_score":0.34229196501629694,"channel":1,"num_words":7,"start":110.22694,"end":112.24693},{"sentences":[{"text":"Okay.","start":111.84693,"end":112.34693,"sentiment":"neutral","sentiment_score":0.20563194155693057},{"text":"Okay.","start":112.72694,"end":113.12694,"sentiment":"neutral","sentiment_score":0.2260477989912033}],"sentiment":"neutral","sentiment_score":0.21583987027406693,"channel":0,"num_words":2,"start":111.84693,"end":113.12694},{"sentences":[{"text":"Thank","start":113.02694,"end":113.26694,"sentiment":"neutral","sentiment_score":0.30894196033477783}],"sentiment":"neutral","sentiment_score":0.30894196033477783,"channel":1,"num_words":1,"start":113.02694,"end":113.26694},{"sentences":[{"text":"Bye","start":113.12694,"end":113.366936,"sentiment":"neutral","sentiment_score":0.3127463161945343}],"sentiment":"neutral","sentiment_score":0.3127463161945343,"channel":0,"num_words":1,"start":113.12694,"end":113.366936},{"sentences":[{"text":"you.","start":113.26694,"end":113.58694,"sentiment":"neutral","sentiment_score":0.3042201101779938}],"sentiment":"neutral","sentiment_score":0.3042201101779938,"channel":1,"num_words":1,"start":113.26694,"end":113.58694},{"sentences":[{"text":"for","start":113.366936,"end":113.60693,"sentiment":"neutral","sentiment_score":0.25417208671569824}],"sentiment":"neutral","sentiment_score":0.25417208671569824,"channel":0,"num_words":1,"start":113.366936,"end":113.60693},{"sentences":[{"text":"Bye","start":113.58694,"end":113.74693,"sentiment":"neutral","sentiment_score":0.2359415292739868}],"sentiment":"neutral","sentiment_score":0.2359415292739868,"channel":1,"num_words":1,"start":113.58694,"end":113.74693},{"sentences":[{"text":"now.","start":113.60693,"end":113.92693,"sentiment":"neutral","sentiment_score":0.24479864537715912}],"sentiment":"neutral","sentiment_score":0.24479864537715912,"channel":0,"num_words":1,"start":113.60693,"end":113.92693},{"sentences":[{"text":"bye.","start":113.74693,"end":114.24693,"sentiment":"neutral","sentiment_score":0.2193848192691803}],"sentiment":"neutral","sentiment_score":0.2193848192691803,"channel":1,"num_words":1,"start":113.74693,"end":114.24693},{"sentences":[{"text":"Thank you.","start":113.92693,"end":114.66693,"sentiment":"positive","sentiment_score":0.3690434545278549}],"sentiment":"positive","sentiment_score":0.3690434545278549,"channel":0,"num_words":2,"start":113.92693,"end":114.66693},{"sentences":[{"text":"Bye bye.","start":114.30694,"end":115.046936,"sentiment":"neutral","sentiment_score":0.19884289801120758}],"sentiment":"neutral","sentiment_score":0.19884289801120758,"channel":1,"num_words":2,"start":114.30694,"end":115.046936}]},"summary":{"result":"success","short":"A representative from Er reminded the customer that there is a fault with their service and requested pictures of their setup. The customer was using their own router and the representative asked for the model number and if they want to send pictures. The customer requested pictures and the representative said they would send an email with the pictures."},"intents":{"segments":[{"text":"I just wanted to confirm if you have spoke with other representative earlier. That's correct.","start_word":21,"end_word":35,"intents":[{"intent":"Confirm speaking with representative","confidence_score":0.021557128}]},{"text":"I think I need a new modem.","start_word":76,"end_word":82,"intents":[{"intent":"Request modem replacement","confidence_score":0.0029756376}]},{"text":"How about the model? Is is it just Okay.","start_word":146,"end_word":154,"intents":[{"intent":"Ask about model number","confidence_score":0.0028439595}]},{"text":"Is it okay if I request the pictures of your setup there for us to have a reference and escalate this to the network team? Okay.","start_word":204,"end_word":229,"intents":[{"intent":"Request pictures","confidence_score":0.48230898}]},{"text":"to send you an email shortly, then just reply to that email with the pictures. Okay.","start_word":248,"end_word":263,"intents":[{"intent":"Send email with pictures","confidence_score":0.34135038}]}]},"sentiments":{"segments":[{"text":"Hello. Christian speaking. Yes. Hello.","start_word":0,"end_word":4,"sentiment":"neutral","sentiment_score":0.09374003857374193},{"text":"Good afternoon. This is Maureen from Ertol tech support.","start_word":5,"end_word":13,"sentiment":"positive","sentiment_score":0.3825007975101471},{"text":"How are you Just going? yeah. Yeah. I just wanted to confirm if you have spoke with other representative earlier. That's correct. Yes. Mhmm. And it says here that there's a fault with your service. May I know what is To be honest, the aero modem is not working with process that the gentleman spoke that? to me before with. So Mhmm. I think I need a new modem. Mhmm. Yeah. That's the problem. Okay. So upon checking here, you're using your own router. May I know what router is it? It's the aero aero white little box. Sorry. What is it? It's the modem. Mhmm. Yeah. The router. Yeah. The one Yeah. that The you router, did it's you hear a the same? aero, so double e r o, brand. Okay. How about the model? Is is it just Okay. air I'm not only? at home at I'm not at home at the moment, so I can't give you the model number. Okay. Yep. Yeah. But with the gentleman earlier with the tech representative, you tried to connect it That's correct. with And the it PPPoE. wasn't working. Okay. Is it okay if I request the pictures of your setup there for us to have a reference and escalate this to the network team? Okay. So Mhmm. do you want me to send you pictures when I get home? Yeah. I'm going Okay. to send you an email shortly, then just reply to that email with the pictures. Okay. No problem.","start_word":14,"end_word":265,"sentiment":"neutral","sentiment_score":-0.041251469403505325},{"text":"Thank you very much.","start_word":266,"end_word":269,"sentiment":"positive","sentiment_score":0.4373789727687836},{"text":"Okay. Okay. Thank Bye you. for Bye now. bye.","start_word":270,"end_word":278,"sentiment":"neutral","sentiment_score":0.2517671287059784},{"text":"Thank you.","start_word":279,"end_word":280,"sentiment":"positive","sentiment_score":0.36700519919395447},{"text":"Bye bye.","start_word":281,"end_word":282,"sentiment":"neutral","sentiment_score":0.2280707806348801}],"average":{"sentiment":"neutral","sentiment_score":0.0006553659028413763}}}}