{"metadata":{"transaction_key":"deprecated","request_id":"db56c12e-99db-4013-8e1e-54242da75be8","sha256":"fc1b0dc05ab6684dafd19e6bf6c1b9efeebdf54f873113d742cc53ec98df66ba","created":"2026-03-02T04:39:14.875Z","duration":57.671936,"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":147,"output_tokens":59},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":156,"output_tokens":156},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":156,"output_tokens":6}},"results":{"channels":[{"alternatives":[{"transcript":"Hello. Good afternoon. This is Maureen from Airtel tech support. How can I assist you today? You mean you have your concern regarding your engine phone number? Yes. So since we are Airtel Australia, we only service Australian phone numbers. Unfortunately, we are unable to resolve this issue for you as we are not affiliated with them. So I suggest you contact them directly for your concern because, they're the one who have your account. Okay. Thank you. Bye.","confidence":0.9987582,"words":[{"word":"hello","start":2.32,"end":2.72,"confidence":0.99807584,"punctuated_word":"Hello.","sentiment":"neutral","sentiment_score":0.145560160279274},{"word":"good","start":2.72,"end":2.96,"confidence":0.9998264,"punctuated_word":"Good","sentiment":"positive","sentiment_score":0.405573308467865},{"word":"afternoon","start":2.96,"end":3.4399998,"confidence":0.99991286,"punctuated_word":"afternoon.","sentiment":"positive","sentiment_score":0.3340899348258972},{"word":"this","start":3.4399998,"end":3.6799998,"confidence":0.99996483,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.2983400225639343},{"word":"is","start":3.6799998,"end":3.84,"confidence":0.9998635,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.294129878282547},{"word":"maureen","start":3.84,"end":4.24,"confidence":0.93748033,"punctuated_word":"Maureen","sentiment":"positive","sentiment_score":0.3500384986400604},{"word":"from","start":4.24,"end":4.64,"confidence":0.9994791,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.3258679211139679},{"word":"airtel","start":4.64,"end":5.12,"confidence":0.8801673,"punctuated_word":"Airtel","sentiment":"neutral","sentiment_score":0.26664504408836365},{"word":"tech","start":5.12,"end":5.3599997,"confidence":0.9560188,"punctuated_word":"tech","sentiment":"neutral","sentiment_score":0.3140970766544342},{"word":"support","start":5.3599997,"end":5.8399997,"confidence":0.9998841,"punctuated_word":"support.","sentiment":"positive","sentiment_score":0.33618849515914917},{"word":"how","start":5.8399997,"end":6.0,"confidence":0.999951,"punctuated_word":"How","sentiment":"positive","sentiment_score":0.38769975304603577},{"word":"can","start":6.0,"end":6.16,"confidence":0.99997115,"punctuated_word":"can","sentiment":"positive","sentiment_score":0.4195722341537475},{"word":"i","start":6.16,"end":6.24,"confidence":0.9995733,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.3943044245243073},{"word":"assist","start":6.24,"end":6.56,"confidence":0.9999707,"punctuated_word":"assist","sentiment":"positive","sentiment_score":0.4004224836826325},{"word":"you","start":6.56,"end":6.64,"confidence":0.9999454,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.3610694408416748},{"word":"today","start":6.64,"end":7.14,"confidence":0.9998866,"punctuated_word":"today?","sentiment":"neutral","sentiment_score":0.25843048095703125},{"word":"you","start":24.675,"end":24.835,"confidence":0.6442142,"punctuated_word":"You","sentiment":"neutral","sentiment_score":-0.051168207079172134},{"word":"mean","start":24.835,"end":25.335,"confidence":0.99944466,"punctuated_word":"mean","sentiment":"neutral","sentiment_score":-0.037001967430114746},{"word":"you","start":26.115,"end":26.275,"confidence":0.5314163,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.038833361119031906},{"word":"have","start":26.275,"end":26.515,"confidence":0.9997782,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.03906898945569992},{"word":"your","start":26.515,"end":26.755,"confidence":0.9967866,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.038428038358688354},{"word":"concern","start":26.755,"end":27.235,"confidence":0.91751003,"punctuated_word":"concern","sentiment":"neutral","sentiment_score":-0.06956841051578522},{"word":"regarding","start":27.235,"end":27.634998,"confidence":0.9996674,"punctuated_word":"regarding","sentiment":"neutral","sentiment_score":-0.0634927898645401},{"word":"your","start":27.634998,"end":27.875,"confidence":0.9992919,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.06987563520669937},{"word":"engine","start":27.875,"end":28.375,"confidence":0.9948205,"punctuated_word":"engine","sentiment":"neutral","sentiment_score":-0.04956664144992829},{"word":"phone","start":29.69,"end":30.19,"confidence":0.9985746,"punctuated_word":"phone","sentiment":"neutral","sentiment_score":-0.07973063737154007},{"word":"number","start":31.41,"end":31.91,"confidence":0.92780876,"punctuated_word":"number?","sentiment":"neutral","sentiment_score":-0.07985446602106094},{"word":"yes","start":33.13,"end":33.45,"confidence":0.97845346,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":0.0029931338503956795},{"word":"so","start":33.45,"end":33.95,"confidence":0.9987582,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.038475677371025085},{"word":"since","start":34.65,"end":35.05,"confidence":0.8666265,"punctuated_word":"since","sentiment":"neutral","sentiment_score":-0.08061374723911285},{"word":"we","start":35.05,"end":35.21,"confidence":0.9998437,"punctuated_word":"we","sentiment":"neutral","sentiment_score":-0.07544513791799545},{"word":"are","start":35.21,"end":35.45,"confidence":0.9994924,"punctuated_word":"are","sentiment":"neutral","sentiment_score":-0.048947203904390335},{"word":"airtel","start":35.45,"end":35.93,"confidence":0.88284475,"punctuated_word":"Airtel","sentiment":"neutral","sentiment_score":-0.06160907819867134},{"word":"australia","start":35.93,"end":36.43,"confidence":0.99285483,"punctuated_word":"Australia,","sentiment":"neutral","sentiment_score":-0.07814294099807739},{"word":"we","start":37.05,"end":37.29,"confidence":0.91708386,"punctuated_word":"we","sentiment":"neutral","sentiment_score":-0.12418389320373537},{"word":"only","start":37.29,"end":37.53,"confidence":0.99929726,"punctuated_word":"only","sentiment":"neutral","sentiment_score":-0.1568366140127182},{"word":"service","start":37.53,"end":38.010002,"confidence":0.98843306,"punctuated_word":"service","sentiment":"neutral","sentiment_score":-0.09557555615901948},{"word":"australian","start":38.010002,"end":38.510002,"confidence":0.95424116,"punctuated_word":"Australian","sentiment":"neutral","sentiment_score":-0.10546836256980896},{"word":"phone","start":38.57,"end":38.73,"confidence":0.9883653,"punctuated_word":"phone","sentiment":"neutral","sentiment_score":-0.12208549678325652},{"word":"numbers","start":38.73,"end":39.23,"confidence":0.9665803,"punctuated_word":"numbers.","sentiment":"neutral","sentiment_score":-0.09594155848026276},{"word":"unfortunately","start":39.93,"end":40.43,"confidence":0.9989992,"punctuated_word":"Unfortunately,","sentiment":"negative","sentiment_score":-0.4384598135948181},{"word":"we","start":40.89,"end":41.05,"confidence":0.97834533,"punctuated_word":"we","sentiment":"negative","sentiment_score":-0.5414641499519348},{"word":"are","start":41.05,"end":41.21,"confidence":0.9976809,"punctuated_word":"are","sentiment":"negative","sentiment_score":-0.5260167121887207},{"word":"unable","start":41.21,"end":41.61,"confidence":0.9977099,"punctuated_word":"unable","sentiment":"negative","sentiment_score":-0.5920248627662659},{"word":"to","start":41.61,"end":41.77,"confidence":0.9986344,"punctuated_word":"to","sentiment":"negative","sentiment_score":-0.6128845810890198},{"word":"resolve","start":41.77,"end":42.17,"confidence":0.9834752,"punctuated_word":"resolve","sentiment":"negative","sentiment_score":-0.6439865231513977},{"word":"this","start":42.17,"end":42.41,"confidence":0.99966705,"punctuated_word":"this","sentiment":"negative","sentiment_score":-0.5295482277870178},{"word":"issue","start":42.41,"end":42.73,"confidence":0.99994123,"punctuated_word":"issue","sentiment":"negative","sentiment_score":-0.36809465289115906},{"word":"for","start":42.73,"end":42.89,"confidence":0.9998727,"punctuated_word":"for","sentiment":"negative","sentiment_score":-0.3806565999984741},{"word":"you","start":42.89,"end":43.05,"confidence":0.9999331,"punctuated_word":"you","sentiment":"negative","sentiment_score":-0.4144572913646698},{"word":"as","start":43.05,"end":43.29,"confidence":0.9722773,"punctuated_word":"as","sentiment":"negative","sentiment_score":-0.4282933473587036},{"word":"we","start":43.29,"end":43.45,"confidence":0.99973446,"punctuated_word":"we","sentiment":"negative","sentiment_score":-0.43384891748428345},{"word":"are","start":43.45,"end":43.53,"confidence":0.97638047,"punctuated_word":"are","sentiment":"negative","sentiment_score":-0.4130996167659759},{"word":"not","start":43.53,"end":43.85,"confidence":0.99983,"punctuated_word":"not","sentiment":"negative","sentiment_score":-0.434321403503418},{"word":"affiliated","start":43.85,"end":44.35,"confidence":0.9999138,"punctuated_word":"affiliated","sentiment":"negative","sentiment_score":-0.33846068382263184},{"word":"with","start":44.49,"end":44.73,"confidence":0.99987686,"punctuated_word":"with","sentiment":"negative","sentiment_score":-0.49153098464012146},{"word":"them","start":44.73,"end":45.23,"confidence":0.93769175,"punctuated_word":"them.","sentiment":"negative","sentiment_score":-0.4202871918678284},{"word":"so","start":45.425003,"end":45.745003,"confidence":0.99985147,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.21191471815109253},{"word":"i","start":45.745003,"end":45.825,"confidence":0.998922,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.25937461853027344},{"word":"suggest","start":45.825,"end":46.325,"confidence":0.9981688,"punctuated_word":"suggest","sentiment":"neutral","sentiment_score":-0.1939488649368286},{"word":"you","start":46.385002,"end":46.885002,"confidence":0.9993542,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.19109001755714417},{"word":"contact","start":46.945,"end":47.345,"confidence":0.9997836,"punctuated_word":"contact","sentiment":"neutral","sentiment_score":-0.21843871474266052},{"word":"them","start":47.345,"end":47.745003,"confidence":0.999808,"punctuated_word":"them","sentiment":"neutral","sentiment_score":-0.15721438825130463},{"word":"directly","start":47.745003,"end":48.245003,"confidence":0.9997836,"punctuated_word":"directly","sentiment":"neutral","sentiment_score":-0.2296927869319916},{"word":"for","start":48.705,"end":48.945,"confidence":0.94083107,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.1198982372879982},{"word":"your","start":48.945,"end":49.105,"confidence":0.69670486,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.09815140068531036},{"word":"concern","start":49.105,"end":49.505,"confidence":0.99795157,"punctuated_word":"concern","sentiment":"neutral","sentiment_score":-0.1070728674530983},{"word":"because","start":49.505,"end":49.825,"confidence":0.67364395,"punctuated_word":"because,","sentiment":"neutral","sentiment_score":-0.1484317034482956},{"word":"they're","start":50.145,"end":50.465,"confidence":0.7726449,"punctuated_word":"they're","sentiment":"neutral","sentiment_score":-0.14846955239772797},{"word":"the","start":50.465,"end":50.545002,"confidence":0.998237,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.18432314693927765},{"word":"one","start":50.545002,"end":50.785,"confidence":0.99799997,"punctuated_word":"one","sentiment":"neutral","sentiment_score":-0.1410689353942871},{"word":"who","start":50.785,"end":50.865,"confidence":0.99218035,"punctuated_word":"who","sentiment":"neutral","sentiment_score":-0.1294422447681427},{"word":"have","start":50.865,"end":51.105,"confidence":0.9670766,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.1316470354795456},{"word":"your","start":51.105,"end":51.265,"confidence":0.9996772,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.16539153456687927},{"word":"account","start":51.265,"end":51.765,"confidence":0.9998708,"punctuated_word":"account.","sentiment":"neutral","sentiment_score":-0.22440233826637268},{"word":"okay","start":54.145,"end":54.645,"confidence":0.99049926,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.20549939572811127},{"word":"thank","start":54.705,"end":54.945,"confidence":0.9997662,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.5726061463356018},{"word":"you","start":54.945,"end":55.445,"confidence":0.99989784,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.4214242100715637},{"word":"bye","start":55.665,"end":56.165,"confidence":0.9985386,"punctuated_word":"Bye.","sentiment":"neutral","sentiment_score":0.3114025592803955}],"paragraphs":{"transcript":"\nHello. Good afternoon. This is Maureen from Airtel tech support. How can I assist you today? You mean you have your concern regarding your engine phone number?\n\nYes. So since we are Airtel Australia, we only service Australian phone numbers. Unfortunately, we are unable to resolve this issue for you as we are not affiliated with them. So I suggest you contact them directly for your concern because, they're the one who have your account. Okay.\n\nThank you. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.32,"end":2.72,"sentiment":"neutral","sentiment_score":0.145560160279274},{"text":"Good afternoon.","start":2.72,"end":3.4399998,"sentiment":"positive","sentiment_score":0.3698316216468811},{"text":"This is Maureen from Airtel tech support.","start":3.4399998,"end":5.8399997,"sentiment":"neutral","sentiment_score":0.31218670521463665},{"text":"How can I assist you today?","start":5.8399997,"end":7.14,"sentiment":"positive","sentiment_score":0.37024980286757153},{"text":"You mean you have your concern regarding your engine phone number?","start":24.675,"end":31.91,"sentiment":"neutral","sentiment_score":-0.05605355853384191}],"sentiment":"neutral","sentiment_score":0.1731644449410615,"num_words":27,"start":2.32,"end":31.91},{"sentences":[{"text":"Yes.","start":33.13,"end":33.45,"sentiment":"neutral","sentiment_score":0.0029931338503956795},{"text":"So since we are Airtel Australia, we only service Australian phone numbers.","start":33.45,"end":39.23,"sentiment":"neutral","sentiment_score":-0.09027710556983948},{"text":"Unfortunately, we are unable to resolve this issue for you as we are not affiliated with them.","start":39.93,"end":45.23,"sentiment":"negative","sentiment_score":-0.47102562118979063},{"text":"So I suggest you contact them directly for your concern because, they're the one who have your account.","start":45.425003,"end":51.765,"sentiment":"neutral","sentiment_score":-0.16999850587712395},{"text":"Okay.","start":54.145,"end":54.645,"sentiment":"neutral","sentiment_score":0.20549939572811127}],"sentiment":"neutral","sentiment_score":-0.24371921231171914,"num_words":49,"start":33.13,"end":54.645},{"sentences":[{"text":"Thank you.","start":54.705,"end":55.445,"sentiment":"positive","sentiment_score":0.49701517820358276},{"text":"Bye.","start":55.665,"end":56.165,"sentiment":"neutral","sentiment_score":0.3114025592803955}],"sentiment":"positive","sentiment_score":0.435144305229187,"num_words":3,"start":54.705,"end":56.165}]}}]},{"alternatives":[{"transcript":"Yes. I have an existing Airtel number, which is from India only, but I want to upgrade to eSIM. I don't no longer need the physical SIM card. Is this possible? Yes. Okay. Got it. Thank you.","confidence":0.993884,"words":[{"word":"yes","start":8.24,"end":8.48,"confidence":0.52393484,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":0.05848660320043564},{"word":"i","start":8.48,"end":8.639999,"confidence":0.99461937,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.016034506261348724},{"word":"have","start":8.639999,"end":8.8,"confidence":0.99866545,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.036020807921886444},{"word":"an","start":8.8,"end":8.96,"confidence":0.9987789,"punctuated_word":"an","sentiment":"neutral","sentiment_score":0.03477713465690613},{"word":"existing","start":8.96,"end":9.46,"confidence":0.9978302,"punctuated_word":"existing","sentiment":"neutral","sentiment_score":0.038367535918951035},{"word":"airtel","start":9.5199995,"end":10.0,"confidence":0.9708982,"punctuated_word":"Airtel","sentiment":"neutral","sentiment_score":0.03137629106640816},{"word":"number","start":10.0,"end":10.4,"confidence":0.7766525,"punctuated_word":"number,","sentiment":"neutral","sentiment_score":0.016975220292806625},{"word":"which","start":10.4,"end":10.639999,"confidence":0.99905795,"punctuated_word":"which","sentiment":"neutral","sentiment_score":0.018263433128595352},{"word":"is","start":10.639999,"end":11.139999,"confidence":0.99953175,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.007740054279565811},{"word":"from","start":11.36,"end":11.599999,"confidence":0.9542717,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.029297437518835068},{"word":"india","start":11.599999,"end":11.84,"confidence":0.9989115,"punctuated_word":"India","sentiment":"neutral","sentiment_score":0.012851152569055556},{"word":"only","start":11.84,"end":12.16,"confidence":0.8474916,"punctuated_word":"only,","sentiment":"neutral","sentiment_score":0.014585107564926147},{"word":"but","start":12.16,"end":12.66,"confidence":0.9984389,"punctuated_word":"but","sentiment":"neutral","sentiment_score":0.017772383987903595},{"word":"i","start":12.845,"end":13.085,"confidence":0.9989525,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.01430954411625862},{"word":"want","start":13.085,"end":13.585,"confidence":0.9974802,"punctuated_word":"want","sentiment":"neutral","sentiment_score":0.020160816609859467},{"word":"to","start":13.725,"end":13.885,"confidence":0.99874866,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.0519830621778965},{"word":"upgrade","start":13.885,"end":14.365,"confidence":0.75881356,"punctuated_word":"upgrade","sentiment":"neutral","sentiment_score":0.07230621576309204},{"word":"to","start":14.365,"end":14.685,"confidence":0.99545103,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.07233373075723648},{"word":"esim","start":14.685,"end":15.185,"confidence":0.8654483,"punctuated_word":"eSIM.","sentiment":"neutral","sentiment_score":0.06894459575414658},{"word":"i","start":15.885,"end":16.045,"confidence":0.9945035,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.0411321260035038},{"word":"don't","start":16.045,"end":16.404999,"confidence":0.99581105,"punctuated_word":"don't","sentiment":"neutral","sentiment_score":-0.013927189633250237},{"word":"no","start":16.765,"end":17.005001,"confidence":0.9639016,"punctuated_word":"no","sentiment":"neutral","sentiment_score":-0.03288733959197998},{"word":"longer","start":17.005001,"end":17.325,"confidence":0.993884,"punctuated_word":"longer","sentiment":"neutral","sentiment_score":-0.030363187193870544},{"word":"need","start":17.325,"end":17.565,"confidence":0.6222827,"punctuated_word":"need","sentiment":"neutral","sentiment_score":-0.05577104166150093},{"word":"the","start":17.565,"end":17.645,"confidence":0.960055,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.040404994040727615},{"word":"physical","start":17.645,"end":18.145,"confidence":0.9983358,"punctuated_word":"physical","sentiment":"neutral","sentiment_score":-0.10806070268154144},{"word":"sim","start":18.365,"end":18.685001,"confidence":0.85986733,"punctuated_word":"SIM","sentiment":"neutral","sentiment_score":-0.04452759772539139},{"word":"card","start":18.685001,"end":18.925,"confidence":0.82479286,"punctuated_word":"card.","sentiment":"neutral","sentiment_score":-0.03694736957550049},{"word":"is","start":18.925,"end":19.085,"confidence":0.96848834,"punctuated_word":"Is","sentiment":"neutral","sentiment_score":0.02808823809027672},{"word":"this","start":19.085,"end":19.325,"confidence":0.95746803,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.03434166684746742},{"word":"possible","start":19.325,"end":19.825,"confidence":0.9954933,"punctuated_word":"possible?","sentiment":"neutral","sentiment_score":-0.0050628911703825},{"word":"yes","start":31.66,"end":32.16,"confidence":0.9982313,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":0.002242038957774639},{"word":"okay","start":52.445,"end":52.844997,"confidence":0.93538654,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.06763280183076859},{"word":"got","start":52.844997,"end":53.164997,"confidence":0.67122895,"punctuated_word":"Got","sentiment":"neutral","sentiment_score":0.13110291957855225},{"word":"it","start":53.164997,"end":53.664997,"confidence":0.9925182,"punctuated_word":"it.","sentiment":"neutral","sentiment_score":0.1053633987903595},{"word":"thank","start":55.885,"end":56.125,"confidence":0.564005,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.445762038230896},{"word":"you","start":56.125,"end":56.625,"confidence":0.99835575,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.2608915865421295}],"paragraphs":{"transcript":"\nYes. I have an existing Airtel number, which is from India only, but I want to upgrade to eSIM. I don't no longer need the physical SIM card. Is this possible? Yes.\n\nOkay. Got it. Thank you.","paragraphs":[{"sentences":[{"text":"Yes.","start":8.24,"end":8.48,"sentiment":"neutral","sentiment_score":0.05848660320043564},{"text":"I have an existing Airtel number, which is from India only, but I want to upgrade to eSIM.","start":8.48,"end":15.185,"sentiment":"neutral","sentiment_score":0.03030444122850895},{"text":"I don't no longer need the physical SIM card.","start":15.885,"end":18.925,"sentiment":"neutral","sentiment_score":-0.044891283123029604},{"text":"Is this possible?","start":18.925,"end":19.825,"sentiment":"neutral","sentiment_score":0.01912233792245388},{"text":"Yes.","start":31.66,"end":32.16,"sentiment":"neutral","sentiment_score":0.002242038957774639}],"sentiment":"neutral","sentiment_score":0.00811106406035833,"num_words":32,"start":8.24,"end":32.16},{"sentences":[{"text":"Okay.","start":52.445,"end":52.844997,"sentiment":"neutral","sentiment_score":0.06763280183076859},{"text":"Got it.","start":52.844997,"end":53.664997,"sentiment":"neutral","sentiment_score":0.11823315918445587},{"text":"Thank you.","start":55.885,"end":56.625,"sentiment":"positive","sentiment_score":0.35332681238651276}],"sentiment":"neutral","sentiment_score":0.20215054899454116,"num_words":5,"start":52.445,"end":56.625}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Maureen from Airtel tech support. How can I assist you today?\n\nChannel 1: Yes. I have an existing Airtel number, which is from India only, but I want to upgrade to eSIM. I don't no longer need the physical SIM card. Is this possible?\n\nChannel 0: You mean you have your concern regarding your engine phone number?\n\nChannel 1: Yes.\n\nChannel 0: Yes. So since we are Airtel Australia, we only service Australian phone numbers. Unfortunately, we are unable to resolve this issue for you as we are not affiliated with them. So I suggest you contact them directly for your concern because, they're the one who have your account.\n\nChannel 1: Okay. Got it.\n\nChannel 0: Okay. Thank you. Bye.\n\nChannel 1: Thank you.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.32,"end":2.72,"sentiment":"neutral","sentiment_score":0.145560160279274},{"text":"Good afternoon.","start":2.72,"end":3.4399998,"sentiment":"positive","sentiment_score":0.3698316216468811},{"text":"This is Maureen from Airtel tech support.","start":3.4399998,"end":5.8399997,"sentiment":"neutral","sentiment_score":0.31218670521463665},{"text":"How can I assist you today?","start":5.8399997,"end":7.14,"sentiment":"positive","sentiment_score":0.37024980286757153}],"sentiment":"neutral","sentiment_score":0.3307518223300576,"channel":0,"num_words":16,"start":2.32,"end":7.14},{"sentences":[{"text":"Yes.","start":8.24,"end":8.48,"sentiment":"neutral","sentiment_score":0.05848660320043564},{"text":"I have an existing Airtel number, which is from India only, but I want to upgrade to eSIM.","start":8.48,"end":15.185,"sentiment":"neutral","sentiment_score":0.03030444122850895},{"text":"I don't no longer need the physical SIM card.","start":15.885,"end":18.925,"sentiment":"neutral","sentiment_score":-0.044891283123029604},{"text":"Is this possible?","start":18.925,"end":19.825,"sentiment":"neutral","sentiment_score":0.01912233792245388}],"sentiment":"neutral","sentiment_score":0.008300387450764257,"channel":1,"num_words":31,"start":8.24,"end":19.825},{"sentences":[{"text":"You mean you have your concern regarding your engine phone number?","start":24.675,"end":31.91,"sentiment":"neutral","sentiment_score":-0.05605355853384191}],"sentiment":"neutral","sentiment_score":-0.05605355853384191,"channel":0,"num_words":11,"start":24.675,"end":31.91},{"sentences":[{"text":"Yes.","start":31.66,"end":32.16,"sentiment":"neutral","sentiment_score":0.002242038957774639}],"sentiment":"neutral","sentiment_score":0.002242038957774639,"channel":1,"num_words":1,"start":31.66,"end":32.16},{"sentences":[{"text":"Yes.","start":33.13,"end":33.45,"sentiment":"neutral","sentiment_score":0.0029931338503956795},{"text":"So since we are Airtel Australia, we only service Australian phone numbers.","start":33.45,"end":39.23,"sentiment":"neutral","sentiment_score":-0.09027710556983948},{"text":"Unfortunately, we are unable to resolve this issue for you as we are not affiliated with them.","start":39.93,"end":45.23,"sentiment":"negative","sentiment_score":-0.47102562118979063},{"text":"So I suggest you contact them directly for your concern because, they're the one who have your account.","start":45.425003,"end":51.765,"sentiment":"neutral","sentiment_score":-0.16999850587712395}],"sentiment":"neutral","sentiment_score":-0.25307793331254896,"channel":0,"num_words":48,"start":33.13,"end":51.765},{"sentences":[{"text":"Okay.","start":52.445,"end":52.844997,"sentiment":"neutral","sentiment_score":0.06763280183076859},{"text":"Got it.","start":52.844997,"end":53.664997,"sentiment":"neutral","sentiment_score":0.11823315918445587}],"sentiment":"neutral","sentiment_score":0.10136637339989345,"channel":1,"num_words":3,"start":52.445,"end":53.664997},{"sentences":[{"text":"Okay.","start":54.145,"end":54.645,"sentiment":"neutral","sentiment_score":0.20549939572811127},{"text":"Thank you.","start":54.705,"end":55.445,"sentiment":"positive","sentiment_score":0.49701517820358276},{"text":"Bye.","start":55.665,"end":56.165,"sentiment":"neutral","sentiment_score":0.3114025592803955}],"sentiment":"positive","sentiment_score":0.3777330778539181,"channel":0,"num_words":4,"start":54.145,"end":56.165},{"sentences":[{"text":"Thank you.","start":55.885,"end":56.625,"sentiment":"positive","sentiment_score":0.35332681238651276}],"sentiment":"positive","sentiment_score":0.35332681238651276,"channel":1,"num_words":2,"start":55.885,"end":56.625}]},"summary":{"result":"success","short":"A customer calls Airtel tech support to upgrade their existing phone number from India to eSIM, but the representative explains that they are unable to resolve the issue as they are not affiliated with the customer's account. The representative advises the customer to contact the relevant party directly for their concern."},"intents":{"segments":[{"text":"I have an existing Airtel number, which is from India only, but I want to upgrade to eSIM. I don't no longer need the physical SIM card. Is this possible?","start_word":17,"end_word":46,"intents":[{"intent":"Upgrade sim card","confidence_score":0.1700139}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.145560160279274},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.35791775584220886},{"text":"This is Maureen from Airtel tech support.","start_word":3,"end_word":9,"sentiment":"neutral","sentiment_score":0.31711068749427795},{"text":"How can I assist you today?","start_word":10,"end_word":15,"sentiment":"positive","sentiment_score":0.354275643825531},{"text":"Yes. I have an existing Airtel number, which is from India only, but I want to upgrade to eSIM. I don't no longer need the physical SIM card. Is this possible? You mean you have your concern regarding your engine phone number? Yes. Yes. So since we are Airtel Australia, we only service Australian phone numbers.","start_word":16,"end_word":71,"sentiment":"neutral","sentiment_score":-0.018563399091362953},{"text":"Unfortunately, we are unable to resolve this issue for you as we are not affiliated with them.","start_word":72,"end_word":88,"sentiment":"negative","sentiment_score":-0.4729103744029999},{"text":"So I suggest you contact them directly for your concern because, they're the one who have your account. Okay. Got it. Okay.","start_word":89,"end_word":110,"sentiment":"neutral","sentiment_score":-0.09798800200223924},{"text":"Thank you.","start_word":111,"end_word":112,"sentiment":"positive","sentiment_score":0.471818208694458},{"text":"Bye.","start_word":113,"end_word":113,"sentiment":"neutral","sentiment_score":0.3114025592803955},{"text":"Thank you.","start_word":114,"end_word":115,"sentiment":"positive","sentiment_score":0.4099162817001343}],"average":{"sentiment":"neutral","sentiment_score":-0.017818487607515775}}}}