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Good afternoon. Thank you so much for calling your account. How may I help you today? Yes.\n\nThis is Melissa. Mhmm. Oh, I'm so sorry to hear about that because we're just starting to review all the transactions processed today. One moment. Okay?\n\nI'm so sorry to hear about that. You said today? Would you mind giving me a minute or two? Let me just go ahead and check on here because we're just starting to start over reviewing all the transactions went through today. Thank you.\n\nThank you so much for patiently waiting on the line, Archie. I'm still trying to check the payment. I don't see the payment that you're saying. You said it went through for six transactions today? Okay.\n\nPlease, for me to track this more faster, can you send me the screenshot? Because it doesn't show on my end. Yep. Please send me the screenshot, and then I'll call you back after I track the transactions on my end. Okay?\n\nThank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.56,"end":0.88,"sentiment":"neutral","sentiment_score":0.2456933856010437},{"text":"Good afternoon.","start":0.88,"end":1.6999999,"sentiment":"positive","sentiment_score":0.4048142582178116},{"text":"Thank you so much for calling your account.","start":1.76,"end":3.86,"sentiment":"positive","sentiment_score":0.6750461831688881},{"text":"How may I help you today?","start":4.08,"end":5.38,"sentiment":"positive","sentiment_score":0.5799249112606049},{"text":"Yes.","start":8.88,"end":9.2,"sentiment":"neutral","sentiment_score":0.03213054686784744}],"sentiment":"positive","sentiment_score":0.5537428545455138,"num_words":18,"start":0.56,"end":9.2},{"sentences":[{"text":"This is Melissa.","start":9.2,"end":10.179999,"sentiment":"neutral","sentiment_score":0.03330701713760694},{"text":"Mhmm.","start":19.244999,"end":19.744999,"sentiment":"neutral","sentiment_score":-0.2035948634147644},{"text":"Oh, I'm so sorry to hear about that because we're just starting to review all the transactions processed today.","start":27.404999,"end":36.43,"sentiment":"negative","sentiment_score":-0.3635524432910116},{"text":"One moment.","start":36.81,"end":37.45,"sentiment":"neutral","sentiment_score":-0.19826459884643555},{"text":"Okay?","start":37.45,"end":37.77,"sentiment":"neutral","sentiment_score":-0.12894713878631592}],"sentiment":"neutral","sentiment_score":-0.2898710219619366,"num_words":26,"start":9.2,"end":37.77},{"sentences":[{"text":"I'm so sorry to hear about that.","start":37.77,"end":39.71,"sentiment":"negative","sentiment_score":-0.3481585213116237},{"text":"You said today?","start":39.77,"end":40.83,"sentiment":"neutral","sentiment_score":-0.17272551357746124},{"text":"Would you mind giving me a minute or two?","start":49.155,"end":51.155,"sentiment":"neutral","sentiment_score":-0.11215172542466058},{"text":"Let me just go ahead and check on here because we're just starting to start over reviewing all the transactions went through today.","start":51.155,"end":60.214996,"sentiment":"neutral","sentiment_score":-0.06698000844082107},{"text":"Thank you.","start":61.76,"end":62.579998,"sentiment":"neutral","sentiment_score":0.19058797508478165}],"sentiment":"neutral","sentiment_score":-0.11645490824329582,"num_words":44,"start":37.77,"end":62.579998},{"sentences":[{"text":"Thank you so much for patiently waiting on the line, Archie.","start":443.79498,"end":447.095,"sentiment":"neutral","sentiment_score":0.1870966348797083},{"text":"I'm still trying to check the payment.","start":447.475,"end":449.315,"sentiment":"neutral","sentiment_score":-0.1014228058712823},{"text":"I don't see the payment that you're saying.","start":449.315,"end":451.47,"sentiment":"neutral","sentiment_score":-0.18418721854686737},{"text":"You said it went through for six transactions today?","start":451.47,"end":458.69,"sentiment":"neutral","sentiment_score":-0.09986692667007446},{"text":"Okay.","start":463.71,"end":464.21,"sentiment":"neutral","sentiment_score":0.013014661148190498}],"sentiment":"neutral","sentiment_score":-0.0280883912411001,"num_words":36,"start":443.79498,"end":464.21},{"sentences":[{"text":"Please, for me to track this more faster, can you send me the screenshot?","start":464.50998,"end":472.845,"sentiment":"neutral","sentiment_score":-0.015223270947379726},{"text":"Because it doesn't show on my end.","start":473.305,"end":476.445,"sentiment":"neutral","sentiment_score":-0.1652815341949463},{"text":"Yep.","start":483.44,"end":483.94,"sentiment":"neutral","sentiment_score":0.04772632569074631},{"text":"Please send me the screenshot, and then I'll call you back after I track the transactions on my end.","start":484.32,"end":491.30002,"sentiment":"neutral","sentiment_score":0.047189868594470774},{"text":"Okay?","start":491.44,"end":491.94,"sentiment":"neutral","sentiment_score":0.03742976859211922}],"sentiment":"neutral","sentiment_score":-0.009246022263098331,"num_words":42,"start":464.50998,"end":491.94},{"sentences":[{"text":"Thank you.","start":492.40002,"end":493.30002,"sentiment":"neutral","sentiment_score":0.244950782507658}],"sentiment":"neutral","sentiment_score":0.244950782507658,"num_words":2,"start":492.40002,"end":493.30002}]}}]},{"alternatives":[{"transcript":"Yeah. Hi. Good afternoon. Am I speaking with Melissa? Yeah. Hi, Melissa. My name is Arjun. I spoke to you on Saturday regarding some unauthorized transaction. About 16 transactions gone through my account for my bill. I can see another six more transaction has been taken off my account today. Yeah. That's correct. Like, it says six transactions of $79.95 taken off the account. Yeah. Sure. Yeah. Yeah. K. I'm waiting. Yeah. Alright. I'll hold on. Yeah. Hi. Yes. Six transactions of $79.95. Yeah. That's right. I can send you a screenshot on email. Yeah. Okay. I will send it to you right now. Would you like to stay online, or should I call you back? Or will you be calling me back after you check it out? Alright. Okay. I'll finish right now. Sure. Thank you. 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Hi. Good afternoon. Am I speaking with Melissa? Yeah.\n\nHi, Melissa. My name is Arjun. I spoke to you on Saturday regarding some unauthorized transaction. About 16 transactions gone through my account for my bill. I can see another six more transaction has been taken off my account today.\n\nYeah. That's correct. Like, it says six transactions of $79.95 taken off the account. Yeah. Sure.\n\nYeah. Yeah. K. I'm waiting. Yeah.\n\nAlright. I'll hold on. Yeah. Hi. Yes.\n\nSix transactions of $79.95. Yeah. That's right. I can send you a screenshot on email. Yeah.\n\nOkay. I will send it to you right now. Would you like to stay online, or should I call you back? Or will you be calling me back after you check it out? Alright.\n\nOkay. I'll finish right now. Sure. Thank you. Alright.","paragraphs":[{"sentences":[{"text":"Yeah.","start":5.92,"end":6.16,"sentiment":"neutral","sentiment_score":0.08745039999485016},{"text":"Hi.","start":6.16,"end":6.3999996,"sentiment":"neutral","sentiment_score":0.07405775785446167},{"text":"Good afternoon.","start":6.3999996,"end":7.04,"sentiment":"neutral","sentiment_score":0.10760225355625153},{"text":"Am I speaking with Melissa?","start":7.04,"end":8.18,"sentiment":"neutral","sentiment_score":0.04443197250366211},{"text":"Yeah.","start":10.88,"end":11.12,"sentiment":"neutral","sentiment_score":0.008724711835384369}],"sentiment":"neutral","sentiment_score":0.06075972393155098,"num_words":10,"start":5.92,"end":11.12},{"sentences":[{"text":"Hi, Melissa.","start":11.12,"end":11.679999,"sentiment":"neutral","sentiment_score":-0.043222649954259396},{"text":"My name is Arjun.","start":11.679999,"end":12.639999,"sentiment":"neutral","sentiment_score":-0.050864811055362225},{"text":"I spoke to you on Saturday regarding some 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Good afternoon. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Yeah. Hi. Good afternoon. Am I speaking with Melissa?\n\nChannel 0: Yes. This is Melissa.\n\nChannel 1: Yeah. Hi, Melissa. My name is Arjun. I spoke to you on Saturday regarding some unauthorized transaction. About 16 transactions gone through my account\n\nChannel 0: Mhmm.\n\nChannel 1: for my bill. I can see another six more transaction has been taken off my account today.\n\nChannel 0: Oh, I'm so sorry to hear about that because we're just starting to review all the transactions processed today. One moment. Okay? I'm so sorry to hear about that. You said today?\n\nChannel 1: Yeah. That's correct. Like, it says six transactions of $79.95 taken off the account.\n\nChannel 0: Would you mind giving me a minute or two? Let me just go ahead and check\n\nChannel 1: Yeah.\n\nChannel 0: on\n\nChannel 1: Sure.\n\nChannel 0: here because\n\nChannel 1: Yeah.\n\nChannel 0: we're just starting to start over reviewing all the transactions went through today.\n\nChannel 1: Yeah. K. I'm waiting. Yeah. Alright.\n\nChannel 0: Thank you.\n\nChannel 1: I'll hold on.\n\nChannel 0: Thank you so much for patiently waiting on\n\nChannel 1: Yeah.\n\nChannel 0: the line,\n\nChannel 1: Hi.\n\nChannel 0: Archie.\n\nChannel 1: Yes.\n\nChannel 0: I'm still trying to check the payment. I don't see the payment that you're saying. You said it went through for six transactions\n\nChannel 1: Six transactions of $79.95.\n\nChannel 0: today?\n\nChannel 1: Yeah. That's right. I can send you a screenshot on\n\nChannel 0: Okay. Please,\n\nChannel 1: email.\n\nChannel 0: for me to track this more faster, can you send me the screenshot? Because\n\nChannel 1: Yeah.\n\nChannel 0: it doesn't show on my end.\n\nChannel 1: Okay. I will send it to you right now. Would you like to stay online, or should I call you back? Or will you be calling me back after you check it out?\n\nChannel 0: Yep. Please send me the screenshot, and then I'll call you back after I track the transactions\n\nChannel 1: Alright.\n\nChannel 0: on my\n\nChannel 1: Okay.\n\nChannel 0: end.\n\nChannel 1: I'll finish\n\nChannel 0: Okay?\n\nChannel 1: right now. Sure. Thank\n\nChannel 0: Thank\n\nChannel 1: you. Alright.\n\nChannel 0: you.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.56,"end":0.88,"sentiment":"neutral","sentiment_score":0.2456933856010437},{"text":"Good afternoon.","start":0.88,"end":1.6999999,"sentiment":"positive","sentiment_score":0.4048142582178116},{"text":"Thank you so much for calling your account.","start":1.76,"end":3.86,"sentiment":"positive","sentiment_score":0.6750461831688881},{"text":"How may I help you today?","start":4.08,"end":5.38,"sentiment":"positive","sentiment_score":0.5799249112606049}],"sentiment":"positive","sentiment_score":0.5844259314677295,"channel":0,"num_words":17,"start":0.56,"end":5.38},{"sentences":[{"text":"Yeah.","start":5.92,"end":6.16,"sentiment":"neutral","sentiment_score":0.08745039999485016},{"text":"Hi.","start":6.16,"end":6.3999996,"sentiment":"neutral","sentiment_score":0.07405775785446167},{"text":"Good afternoon.","start":6.3999996,"end":7.04,"sentiment":"neutral","sentiment_score":0.10760225355625153},{"text":"Am I 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customer, Melissa, calls to report fraudulent transactions on her account. She explains that she had previously spoken to the agent on Saturday and was only starting to review the transactions. The agent requests a screenshot to help locate the fraudulent transactions and promises to call back after checking and get the information."},"intents":{"segments":[{"text":"I'm still trying to check the payment. I don't see the payment that you're saying. You said it went through for six transactions Six transactions of $79.95. today? Yeah.","start_word":178,"end_word":206,"intents":[{"intent":"Check payment status","confidence_score":0.08306087}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.2456933856010437},{"text":"Good afternoon. Thank you so much for calling your account. How may I help you today?","start_word":1,"end_word":16,"sentiment":"positive","sentiment_score":0.5943866968154907},{"text":"Yeah. Hi. Good afternoon. Am I speaking with Melissa? Yes. This is Melissa. Yeah. Hi, Melissa. My name is Arjun. I spoke to you on Saturday regarding some unauthorized transaction. About 16 transactions gone through my account Mhmm.","start_word":17,"end_word":54,"sentiment":"neutral","sentiment_score":-0.06496291607618332},{"text":"for my bill. I can see another six more transaction has been taken off my account today. Oh, I'm so sorry to hear about that because we're just starting to review all the transactions processed today.","start_word":55,"end_word":90,"sentiment":"negative","sentiment_score":-0.4124307632446289},{"text":"One moment. Okay?","start_word":91,"end_word":93,"sentiment":"neutral","sentiment_score":-0.16512037813663483},{"text":"I'm so sorry to hear about that.","start_word":94,"end_word":100,"sentiment":"negative","sentiment_score":-0.33660662174224854},{"text":"You said today? Yeah. That's correct. Like, it says six transactions of $79.95 taken off the account. Would you mind giving me a minute or two? Let me just go ahead and check Yeah. on Sure. here because Yeah. we're just starting to start over reviewing all the transactions went through today. Yeah. K. I'm waiting. Yeah. Alright. Thank you. I'll hold on. Thank you so much for patiently waiting on Yeah. the line, Hi. Archie. Yes. I'm still trying to check the payment. I don't see the payment that you're saying. You said it went through for six transactions Six transactions of $79.95. today? Yeah. That's right. I can send you a screenshot on Okay. Please, email. for me to track this more faster, can you send me the screenshot? Because Yeah. it doesn't show on my end. Okay. I will send it to you right now. Would you like to stay online, or should I call you back? Or will you be calling me back after you check it out? Yep. Please send me the screenshot, and then I'll call you back after I track the transactions Alright. on my Okay. end. I'll finish Okay? right now. Sure. Thank Thank you. Alright. you.","start_word":101,"end_word":305,"sentiment":"neutral","sentiment_score":-0.027737915515899655}],"average":{"sentiment":"neutral","sentiment_score":-0.052252145740093216}}}}