{"metadata":{"transaction_key":"deprecated","request_id":"01a012b0-2a17-78f2-b3e3-807a499d853d","sha256":"b7102fa6bcbfdc927a8d2bfc3273bd5786a9eef8d2238ec623dfc2afb68abf9f","created":"2026-08-18T02:25:31.860Z","duration":105.479935,"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":216,"output_tokens":62},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":233,"output_tokens":233},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":233,"output_tokens":22}},"results":{"channels":[{"alternatives":[{"transcript":"Yes, dear. Good afternoon. I'm looking for Matt O'Halloran. Oh, I see. I'm no worries. If in that case, maybe I'll just drop an email to him. Thank you.","confidence":0.99902344,"words":[{"word":"yes","start":78.515,"end":78.835,"confidence":0.9423828,"punctuated_word":"Yes,","sentiment":"neutral","sentiment_score":-0.006454904563724995},{"word":"dear","start":78.835,"end":79.314995,"confidence":0.9313965,"punctuated_word":"dear.","sentiment":"neutral","sentiment_score":-0.00744904950261116},{"word":"good","start":79.314995,"end":79.475,"confidence":1.0,"punctuated_word":"Good","sentiment":"neutral","sentiment_score":0.03138681501150131},{"word":"afternoon","start":79.475,"end":79.975,"confidence":1.0,"punctuated_word":"afternoon.","sentiment":"neutral","sentiment_score":0.03344371169805527},{"word":"i'm","start":80.115,"end":80.274994,"confidence":1.0,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.010331321507692335},{"word":"looking","start":80.274994,"end":80.59499,"confidence":1.0,"punctuated_word":"looking","sentiment":"neutral","sentiment_score":-0.008958030492067337},{"word":"for","start":80.59499,"end":80.994995,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.01543378084897995},{"word":"matt","start":80.994995,"end":81.494995,"confidence":0.9838867,"punctuated_word":"Matt","sentiment":"neutral","sentiment_score":-0.013339681550860403},{"word":"o'halloran","start":92.44,"end":92.520004,"confidence":0.771875,"punctuated_word":"O'Halloran.","sentiment":"neutral","sentiment_score":-0.03472817689180374},{"word":"oh","start":92.520004,"end":92.840004,"confidence":0.9580078,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.014375275000929832},{"word":"i","start":92.840004,"end":93.0,"confidence":0.99902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.007251467555761337},{"word":"see","start":93.0,"end":93.494934,"confidence":0.99902344,"punctuated_word":"see.","sentiment":"neutral","sentiment_score":0.014571337029337885},{"word":"i'm","start":93.65494,"end":93.81493,"confidence":0.61657715,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.04690956324338913},{"word":"no","start":93.81493,"end":93.97494,"confidence":0.6743164,"punctuated_word":"no","sentiment":"neutral","sentiment_score":0.03753726929426193},{"word":"worries","start":93.97494,"end":94.37493,"confidence":0.98413086,"punctuated_word":"worries.","sentiment":"neutral","sentiment_score":0.012341633439064026},{"word":"if","start":94.37493,"end":94.45493,"confidence":0.97998047,"punctuated_word":"If","sentiment":"neutral","sentiment_score":0.006568193435668945},{"word":"in","start":94.45493,"end":94.61494,"confidence":0.9140625,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.004956468939781189},{"word":"that","start":94.61494,"end":94.854935,"confidence":0.984375,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.036251623183488846},{"word":"case","start":94.854935,"end":95.174934,"confidence":0.72924805,"punctuated_word":"case,","sentiment":"neutral","sentiment_score":-0.00949491560459137},{"word":"maybe","start":95.174934,"end":95.41493,"confidence":0.99902344,"punctuated_word":"maybe","sentiment":"neutral","sentiment_score":0.006597928702831268},{"word":"i'll","start":95.41493,"end":95.65494,"confidence":0.98657227,"punctuated_word":"I'll","sentiment":"neutral","sentiment_score":0.030678240582346916},{"word":"just","start":95.65494,"end":95.81493,"confidence":0.99902344,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.037324100732803345},{"word":"drop","start":95.81493,"end":96.05493,"confidence":1.0,"punctuated_word":"drop","sentiment":"neutral","sentiment_score":0.013789303600788116},{"word":"an","start":96.05493,"end":96.29494,"confidence":0.99902344,"punctuated_word":"an","sentiment":"neutral","sentiment_score":-0.005429670214653015},{"word":"email","start":96.29494,"end":96.61494,"confidence":1.0,"punctuated_word":"email","sentiment":"neutral","sentiment_score":0.042549990117549896},{"word":"to","start":96.61494,"end":96.77493,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.0026028454303741455},{"word":"him","start":96.77493,"end":97.174934,"confidence":1.0,"punctuated_word":"him.","sentiment":"neutral","sentiment_score":0.01099148765206337},{"word":"thank","start":97.174934,"end":97.41493,"confidence":0.99902344,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.42974892258644104},{"word":"you","start":97.41493,"end":97.91493,"confidence":0.9995117,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.3567282557487488}],"paragraphs":{"transcript":"\nYes, dear. Good afternoon. I'm looking for Matt O'Halloran. Oh, I see. I'm no worries.\n\nIf in that case, maybe I'll just drop an email to him. Thank you.","paragraphs":[{"sentences":[{"text":"Yes, dear.","start":78.515,"end":79.314995,"sentiment":"neutral","sentiment_score":-0.0069519770331680775},{"text":"Good afternoon.","start":79.314995,"end":79.975,"sentiment":"neutral","sentiment_score":0.03241526335477829},{"text":"I'm looking for Matt O'Halloran.","start":80.115,"end":92.520004,"sentiment":"neutral","sentiment_score":-0.016558198258280754},{"text":"Oh, I see.","start":92.520004,"end":93.494934,"sentiment":"neutral","sentiment_score":0.012066026528676351},{"text":"I'm no worries.","start":93.65494,"end":94.37493,"sentiment":"neutral","sentiment_score":0.032262821992238365}],"sentiment":"neutral","sentiment_score":0.006741475127637386,"num_words":15,"start":78.515,"end":94.37493},{"sentences":[{"text":"If in that case, maybe I'll just drop an email to him.","start":94.37493,"end":97.174934,"sentiment":"neutral","sentiment_score":0.007480310120930274},{"text":"Thank you.","start":97.174934,"end":97.91493,"sentiment":"positive","sentiment_score":0.3932385891675949}],"sentiment":"neutral","sentiment_score":0.06258863569902522,"num_words":14,"start":94.37493,"end":97.91493}]}}]},{"alternatives":[{"transcript":"Thank you for calling Modern Teaching Aids. Did you know that most of your inquiries can now be managed quickly online? To find out how to download an invoice, download a statement, update your profile, and much more, Visit teaching.com.au and head to my dashboard. For track and trace, please press 1. For accounts receivable, please press 2. To speak with a customer support agent, please press 3. For MTA connect queries, please press 1. For order follow ups and all other queries, please press 2. Please hold while we transfer you to the next available agent. Your call may be recorded for quality and record keeping purposes. Teaching aids. This is Frances. How can I help? You've come through to customer service. I'm unable to transfer you. Can I leave a message for him? Perfect. Thank you. Bye.","confidence":1.0,"words":[{"word":"thank","start":1.4399999,"end":1.68,"confidence":0.99902344,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.629214346408844},{"word":"you","start":1.68,"end":1.92,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.5776727199554443},{"word":"for","start":1.92,"end":2.08,"confidence":1.0,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.5573015213012695},{"word":"calling","start":2.08,"end":2.3999999,"confidence":1.0,"punctuated_word":"calling","sentiment":"positive","sentiment_score":0.6077787280082703},{"word":"modern","start":2.3999999,"end":2.8,"confidence":0.890625,"punctuated_word":"Modern","sentiment":"positive","sentiment_score":0.5617885589599609},{"word":"teaching","start":2.8,"end":3.1999998,"confidence":0.9970703,"punctuated_word":"Teaching","sentiment":"positive","sentiment_score":0.7783351540565491},{"word":"aids","start":3.1999998,"end":3.6999998,"confidence":0.9397786,"punctuated_word":"Aids.","sentiment":"positive","sentiment_score":0.7046710848808289},{"word":"did","start":4.16,"end":4.4,"confidence":0.99902344,"punctuated_word":"Did","sentiment":"positive","sentiment_score":0.538480281829834},{"word":"you","start":4.4,"end":4.56,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.426370233297348},{"word":"know","start":4.56,"end":4.72,"confidence":1.0,"punctuated_word":"know","sentiment":"positive","sentiment_score":0.3979076743125915},{"word":"that","start":4.72,"end":4.88,"confidence":1.0,"punctuated_word":"that","sentiment":"positive","sentiment_score":0.40910011529922485},{"word":"most","start":4.88,"end":5.12,"confidence":1.0,"punctuated_word":"most","sentiment":"positive","sentiment_score":0.5609966516494751},{"word":"of","start":5.12,"end":5.2799997,"confidence":1.0,"punctuated_word":"of","sentiment":"positive","sentiment_score":0.5803492069244385},{"word":"your","start":5.2799997,"end":5.6,"confidence":1.0,"punctuated_word":"your","sentiment":"positive","sentiment_score":0.4997869729995727},{"word":"inquiries","start":5.6,"end":6.1,"confidence":0.99902344,"punctuated_word":"inquiries","sentiment":"positive","sentiment_score":0.4275134801864624},{"word":"can","start":6.24,"end":6.48,"confidence":1.0,"punctuated_word":"can","sentiment":"positive","sentiment_score":0.3508988320827484},{"word":"now","start":6.48,"end":6.64,"confidence":1.0,"punctuated_word":"now","sentiment":"positive","sentiment_score":0.3832082450389862},{"word":"be","start":6.64,"end":6.7999997,"confidence":1.0,"punctuated_word":"be","sentiment":"positive","sentiment_score":0.43838220834732056},{"word":"managed","start":6.7999997,"end":7.2799997,"confidence":1.0,"punctuated_word":"managed","sentiment":"positive","sentiment_score":0.5043442249298096},{"word":"quickly","start":7.2799997,"end":7.68,"confidence":1.0,"punctuated_word":"quickly","sentiment":"positive","sentiment_score":0.5240112543106079},{"word":"online","start":7.68,"end":8.18,"confidence":0.9975586,"punctuated_word":"online?","sentiment":"positive","sentiment_score":0.4025426506996155},{"word":"to","start":8.639999,"end":8.88,"confidence":1.0,"punctuated_word":"To","sentiment":"neutral","sentiment_score":0.21994304656982425},{"word":"find","start":8.88,"end":9.12,"confidence":1.0,"punctuated_word":"find","sentiment":"neutral","sentiment_score":0.22684518992900848},{"word":"out","start":9.12,"end":9.28,"confidence":1.0,"punctuated_word":"out","sentiment":"neutral","sentiment_score":0.21327735483646393},{"word":"how","start":9.28,"end":9.5199995,"confidence":1.0,"punctuated_word":"how","sentiment":"neutral","sentiment_score":0.1789204627275467},{"word":"to","start":9.5199995,"end":9.679999,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.2276906818151474},{"word":"download","start":9.679999,"end":10.16,"confidence":1.0,"punctuated_word":"download","sentiment":"neutral","sentiment_score":0.22124969959259033},{"word":"an","start":10.16,"end":10.32,"confidence":1.0,"punctuated_word":"an","sentiment":"neutral","sentiment_score":0.1821902096271515},{"word":"invoice","start":10.32,"end":10.82,"confidence":0.9995117,"punctuated_word":"invoice,","sentiment":"neutral","sentiment_score":0.13591717183589935},{"word":"download","start":11.12,"end":11.5199995,"confidence":1.0,"punctuated_word":"download","sentiment":"neutral","sentiment_score":0.1640743911266327},{"word":"a","start":11.5199995,"end":11.679999,"confidence":1.0,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.19791412353515625},{"word":"statement","start":11.679999,"end":12.179999,"confidence":0.9995117,"punctuated_word":"statement,","sentiment":"neutral","sentiment_score":0.1443951278924942},{"word":"update","start":12.4,"end":12.719999,"confidence":1.0,"punctuated_word":"update","sentiment":"neutral","sentiment_score":0.22115512192249295},{"word":"your","start":12.719999,"end":12.88,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.1931530386209488},{"word":"profile","start":12.88,"end":13.36,"confidence":0.9421387,"punctuated_word":"profile,","sentiment":"neutral","sentiment_score":0.1575634777545929},{"word":"and","start":13.36,"end":13.5199995,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.16695965826511383},{"word":"much","start":13.5199995,"end":13.84,"confidence":1.0,"punctuated_word":"much","sentiment":"neutral","sentiment_score":0.2033092230558395},{"word":"more","start":13.84,"end":14.34,"confidence":0.98657227,"punctuated_word":"more,","sentiment":"neutral","sentiment_score":0.17665046453475952},{"word":"visit","start":14.655,"end":14.975,"confidence":0.99902344,"punctuated_word":"Visit","sentiment":"neutral","sentiment_score":0.14341096580028534},{"word":"teaching.com.au","start":14.975,"end":16.575,"confidence":0.92488605,"punctuated_word":"teaching.com.au","sentiment":"neutral","sentiment_score":0.11990521103143692},{"word":"and","start":16.575,"end":16.735,"confidence":0.8574219,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.13653355836868286},{"word":"head","start":16.735,"end":16.895,"confidence":1.0,"punctuated_word":"head","sentiment":"neutral","sentiment_score":0.1852734386920929},{"word":"to","start":16.895,"end":17.055,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.15210437774658203},{"word":"my","start":17.055,"end":17.215,"confidence":0.99902344,"punctuated_word":"my","sentiment":"neutral","sentiment_score":0.22869810461997983},{"word":"dashboard","start":17.215,"end":17.715,"confidence":0.9995117,"punctuated_word":"dashboard.","sentiment":"neutral","sentiment_score":0.14725174009799957},{"word":"for","start":18.975,"end":19.215,"confidence":0.98535156,"punctuated_word":"For","sentiment":"neutral","sentiment_score":0.10491376370191574},{"word":"track","start":19.215,"end":19.455,"confidence":0.9863281,"punctuated_word":"track","sentiment":"neutral","sentiment_score":0.08420093357563019},{"word":"and","start":19.455,"end":19.695,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.0998792201280594},{"word":"trace","start":19.695,"end":20.015,"confidence":0.99902344,"punctuated_word":"trace,","sentiment":"neutral","sentiment_score":0.08920987695455551},{"word":"please","start":20.015,"end":20.255,"confidence":0.9980469,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.06600961834192276},{"word":"press","start":20.255,"end":20.575,"confidence":0.97509766,"punctuated_word":"press","sentiment":"neutral","sentiment_score":0.04839836433529854},{"word":"1","start":20.575,"end":21.075,"confidence":1.0,"punctuated_word":"1.","sentiment":"neutral","sentiment_score":0.06315849721431732},{"word":"for","start":21.295,"end":21.615,"confidence":1.0,"punctuated_word":"For","sentiment":"neutral","sentiment_score":0.06656540930271149},{"word":"accounts","start":21.615,"end":22.015,"confidence":0.9902344,"punctuated_word":"accounts","sentiment":"neutral","sentiment_score":0.039985038340091705},{"word":"receivable","start":22.015,"end":22.515,"confidence":0.9996745,"punctuated_word":"receivable,","sentiment":"neutral","sentiment_score":0.04275905713438988},{"word":"please","start":22.895,"end":23.135,"confidence":1.0,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.035070545971393585},{"word":"press","start":23.135,"end":23.455,"confidence":1.0,"punctuated_word":"press","sentiment":"neutral","sentiment_score":0.03976620361208916},{"word":"2","start":23.455,"end":23.955,"confidence":1.0,"punctuated_word":"2.","sentiment":"neutral","sentiment_score":0.06621906906366348},{"word":"to","start":24.255001,"end":24.415,"confidence":0.99902344,"punctuated_word":"To","sentiment":"neutral","sentiment_score":0.05782236158847809},{"word":"speak","start":24.415,"end":24.735,"confidence":1.0,"punctuated_word":"speak","sentiment":"neutral","sentiment_score":0.036757636815309525},{"word":"with","start":24.735,"end":24.895,"confidence":1.0,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.05385930836200714},{"word":"a","start":24.895,"end":24.974998,"confidence":0.90722656,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.0532691553235054},{"word":"customer","start":24.974998,"end":25.455,"confidence":1.0,"punctuated_word":"customer","sentiment":"neutral","sentiment_score":0.0355999581515789},{"word":"support","start":25.455,"end":25.775,"confidence":1.0,"punctuated_word":"support","sentiment":"neutral","sentiment_score":0.03886766731739044},{"word":"agent","start":25.775,"end":26.275,"confidence":1.0,"punctuated_word":"agent,","sentiment":"neutral","sentiment_score":0.0389430932700634},{"word":"please","start":26.415,"end":26.735,"confidence":1.0,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.035993143916130066},{"word":"press","start":26.735,"end":27.055,"confidence":1.0,"punctuated_word":"press","sentiment":"neutral","sentiment_score":0.03155951201915741},{"word":"3","start":27.055,"end":27.555,"confidence":1.0,"punctuated_word":"3.","sentiment":"neutral","sentiment_score":0.056185282766819},{"word":"for","start":32.120003,"end":32.52,"confidence":1.0,"punctuated_word":"For","sentiment":"neutral","sentiment_score":0.05151096731424332},{"word":"mta","start":32.52,"end":33.02,"confidence":0.9375,"punctuated_word":"MTA","sentiment":"neutral","sentiment_score":0.04094221442937851},{"word":"connect","start":33.08,"end":33.4,"confidence":0.62939453,"punctuated_word":"connect","sentiment":"neutral","sentiment_score":0.04302312806248665},{"word":"queries","start":33.4,"end":33.9,"confidence":0.99902344,"punctuated_word":"queries,","sentiment":"neutral","sentiment_score":0.03374670073390007},{"word":"please","start":33.96,"end":34.2,"confidence":1.0,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.024190906435251236},{"word":"press","start":34.2,"end":34.440002,"confidence":0.9980469,"punctuated_word":"press","sentiment":"neutral","sentiment_score":0.025064265355467796},{"word":"1","start":34.440002,"end":34.940002,"confidence":1.0,"punctuated_word":"1.","sentiment":"neutral","sentiment_score":0.04049801453948021},{"word":"for","start":35.24,"end":35.56,"confidence":1.0,"punctuated_word":"For","sentiment":"neutral","sentiment_score":0.030496470630168915},{"word":"order","start":35.56,"end":35.88,"confidence":0.9667969,"punctuated_word":"order","sentiment":"neutral","sentiment_score":0.03373891860246658},{"word":"follow","start":35.88,"end":36.120003,"confidence":1.0,"punctuated_word":"follow","sentiment":"neutral","sentiment_score":0.016414424404501915},{"word":"ups","start":36.120003,"end":36.28,"confidence":0.9921875,"punctuated_word":"ups","sentiment":"neutral","sentiment_score":0.029945150017738342},{"word":"and","start":36.28,"end":36.440002,"confidence":0.9838867,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.026860874146223068},{"word":"all","start":36.440002,"end":36.600002,"confidence":0.99609375,"punctuated_word":"all","sentiment":"neutral","sentiment_score":0.01872842013835907},{"word":"other","start":36.600002,"end":36.920002,"confidence":0.99902344,"punctuated_word":"other","sentiment":"neutral","sentiment_score":0.01939155161380768},{"word":"queries","start":36.920002,"end":37.4,"confidence":0.9995117,"punctuated_word":"queries,","sentiment":"neutral","sentiment_score":0.01896759308874607},{"word":"please","start":37.4,"end":37.64,"confidence":0.99902344,"punctuated_word":"please","sentiment":"neutral","sentiment_score":0.0091475211083889},{"word":"press","start":37.64,"end":37.96,"confidence":0.9980469,"punctuated_word":"press","sentiment":"neutral","sentiment_score":0.010458522476255894},{"word":"2","start":37.96,"end":38.46,"confidence":1.0,"punctuated_word":"2.","sentiment":"neutral","sentiment_score":0.01573227159678936},{"word":"please","start":43.684998,"end":44.164997,"confidence":0.61083984,"punctuated_word":"Please","sentiment":"neutral","sentiment_score":-0.010569943115115166},{"word":"hold","start":44.164997,"end":44.405,"confidence":1.0,"punctuated_word":"hold","sentiment":"neutral","sentiment_score":-0.015434250235557556},{"word":"while","start":44.405,"end":44.645,"confidence":0.99902344,"punctuated_word":"while","sentiment":"neutral","sentiment_score":-0.022390078753232956},{"word":"we","start":44.645,"end":44.885,"confidence":1.0,"punctuated_word":"we","sentiment":"neutral","sentiment_score":-0.0027171485126018524},{"word":"transfer","start":44.885,"end":45.364998,"confidence":1.0,"punctuated_word":"transfer","sentiment":"neutral","sentiment_score":-0.022492939606308937},{"word":"you","start":45.364998,"end":45.605,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.01437576487660408},{"word":"to","start":45.605,"end":45.684998,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.02491486445069313},{"word":"the","start":45.684998,"end":45.844997,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.01846148818731308},{"word":"next","start":45.844997,"end":46.085,"confidence":1.0,"punctuated_word":"next","sentiment":"neutral","sentiment_score":-0.014129221439361572},{"word":"available","start":46.085,"end":46.585,"confidence":1.0,"punctuated_word":"available","sentiment":"neutral","sentiment_score":-0.013334756717085838},{"word":"agent","start":46.644997,"end":47.144997,"confidence":1.0,"punctuated_word":"agent.","sentiment":"neutral","sentiment_score":-0.018948286771774292},{"word":"your","start":47.524998,"end":47.765,"confidence":1.0,"punctuated_word":"Your","sentiment":"neutral","sentiment_score":-0.01059720665216446},{"word":"call","start":47.765,"end":48.004997,"confidence":1.0,"punctuated_word":"call","sentiment":"neutral","sentiment_score":-0.008691221475601196},{"word":"may","start":48.004997,"end":48.245,"confidence":1.0,"punctuated_word":"may","sentiment":"neutral","sentiment_score":-0.02691013738512993},{"word":"be","start":48.245,"end":48.405,"confidence":1.0,"punctuated_word":"be","sentiment":"neutral","sentiment_score":-0.020841557532548904},{"word":"recorded","start":48.405,"end":48.885,"confidence":1.0,"punctuated_word":"recorded","sentiment":"neutral","sentiment_score":-0.02401101402938366},{"word":"for","start":48.885,"end":49.125,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.0270179845392704},{"word":"quality","start":49.125,"end":49.524998,"confidence":1.0,"punctuated_word":"quality","sentiment":"neutral","sentiment_score":-0.012905653566122057},{"word":"and","start":49.524998,"end":49.765,"confidence":0.9980469,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.033455055207014084},{"word":"record","start":49.765,"end":50.085,"confidence":1.0,"punctuated_word":"record","sentiment":"neutral","sentiment_score":-0.02969827875494957},{"word":"keeping","start":50.085,"end":50.565,"confidence":0.9716797,"punctuated_word":"keeping","sentiment":"neutral","sentiment_score":-0.011487439274787905},{"word":"purposes","start":50.565,"end":51.065,"confidence":1.0,"punctuated_word":"purposes.","sentiment":"neutral","sentiment_score":-0.0026791011914610863},{"word":"teaching","start":75.595,"end":75.995,"confidence":0.99609375,"punctuated_word":"Teaching","sentiment":"neutral","sentiment_score":0.031375445425510406},{"word":"aids","start":75.995,"end":76.235,"confidence":0.7215576,"punctuated_word":"aids.","sentiment":"neutral","sentiment_score":0.02552098035812378},{"word":"this","start":76.235,"end":76.395004,"confidence":1.0,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.06263963878154755},{"word":"is","start":76.395004,"end":76.635,"confidence":0.99902344,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.05936987325549126},{"word":"frances","start":76.635,"end":77.035,"confidence":0.8781738,"punctuated_word":"Frances.","sentiment":"neutral","sentiment_score":0.06788841634988785},{"word":"how","start":77.035,"end":77.195,"confidence":1.0,"punctuated_word":"How","sentiment":"neutral","sentiment_score":0.08861662447452545},{"word":"can","start":77.195,"end":77.355,"confidence":1.0,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.07323009520769119},{"word":"i","start":77.355,"end":77.515,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.0699363425374031},{"word":"help","start":77.515,"end":78.015,"confidence":1.0,"punctuated_word":"help?","sentiment":"neutral","sentiment_score":0.05269266292452812},{"word":"you've","start":85.355,"end":85.595,"confidence":0.739624,"punctuated_word":"You've","sentiment":"neutral","sentiment_score":-0.14601865410804749},{"word":"come","start":85.595,"end":85.835,"confidence":1.0,"punctuated_word":"come","sentiment":"neutral","sentiment_score":-0.17970164120197296},{"word":"through","start":85.835,"end":85.995,"confidence":1.0,"punctuated_word":"through","sentiment":"neutral","sentiment_score":-0.188511461019516},{"word":"to","start":85.995,"end":86.155,"confidence":0.89501953,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.22324515879154205},{"word":"customer","start":86.155,"end":86.655,"confidence":0.99609375,"punctuated_word":"customer","sentiment":"neutral","sentiment_score":-0.144569531083107},{"word":"service","start":86.715004,"end":87.215004,"confidence":0.986084,"punctuated_word":"service.","sentiment":"neutral","sentiment_score":-0.18662595748901367},{"word":"i'm","start":88.37,"end":88.61,"confidence":0.9880371,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.23510238528251648},{"word":"unable","start":88.61,"end":89.090004,"confidence":0.99316406,"punctuated_word":"unable","sentiment":"neutral","sentiment_score":-0.24202214181423187},{"word":"to","start":89.090004,"end":89.33,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.2642657160758972},{"word":"transfer","start":89.33,"end":89.810005,"confidence":1.0,"punctuated_word":"transfer","sentiment":"neutral","sentiment_score":-0.29881551861763},{"word":"you","start":89.810005,"end":90.05,"confidence":0.99316406,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":-0.27791181206703186},{"word":"can","start":90.05,"end":90.29,"confidence":1.0,"punctuated_word":"Can","sentiment":"neutral","sentiment_score":-0.12449093163013458},{"word":"i","start":90.29,"end":90.53,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.10556326806545258},{"word":"leave","start":90.53,"end":90.770004,"confidence":0.99902344,"punctuated_word":"leave","sentiment":"neutral","sentiment_score":-0.09088685363531113},{"word":"a","start":90.770004,"end":90.85,"confidence":1.0,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.0896359458565712},{"word":"message","start":90.85,"end":91.17,"confidence":1.0,"punctuated_word":"message","sentiment":"neutral","sentiment_score":-0.08607329428195953},{"word":"for","start":91.17,"end":91.33,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.12321674078702928},{"word":"him","start":91.33,"end":91.83,"confidence":0.93359375,"punctuated_word":"him?","sentiment":"neutral","sentiment_score":-0.11095625162124634},{"word":"perfect","start":98.45487,"end":98.934875,"confidence":0.9802246,"punctuated_word":"Perfect.","sentiment":"positive","sentiment_score":0.5391272306442261},{"word":"thank","start":98.934875,"end":99.17487,"confidence":0.99609375,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.5528622269630432},{"word":"you","start":99.17487,"end":99.65488,"confidence":0.9995117,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.4750241041183472},{"word":"bye","start":99.65488,"end":100.15488,"confidence":0.99560547,"punctuated_word":"Bye.","sentiment":"neutral","sentiment_score":0.2104535549879074}],"paragraphs":{"transcript":"\nThank you for calling Modern Teaching Aids. Did you know that most of your inquiries can now be managed quickly online? To find out how to download an invoice, download a statement, update your profile, and much more, Visit teaching.com.au and head to my dashboard. For track and trace, please press 1. For accounts receivable, please press 2.\n\nTo speak with a customer support agent, please press 3. For MTA connect queries, please press 1. For order follow ups and all other queries, please press 2. Please hold while we transfer you to the next available agent. Your call may be recorded for quality and record keeping purposes.\n\nTeaching aids. This is Frances. How can I help? You've come through to customer service. I'm unable to transfer you.\n\nCan I leave a message for him? Perfect. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Modern Teaching Aids.","start":1.4399999,"end":3.6999998,"sentiment":"positive","sentiment_score":0.6309660162244525},{"text":"Did you know that most of your inquiries can now be managed quickly online?","start":4.16,"end":8.18,"sentiment":"positive","sentiment_score":0.4602780022791454},{"text":"To find out how to download an invoice, download a statement, update your profile, and much more, Visit teaching.com.au and head to my dashboard.","start":8.639999,"end":17.715,"sentiment":"neutral","sentiment_score":0.18101607666661343},{"text":"For track and trace, please press 1.","start":18.975,"end":21.075,"sentiment":"neutral","sentiment_score":0.0793957534645285},{"text":"For accounts receivable, please press 2.","start":21.295,"end":23.955,"sentiment":"neutral","sentiment_score":0.04839422057072321}],"sentiment":"neutral","sentiment_score":0.27674440660610283,"num_words":58,"start":1.4399999,"end":23.955},{"sentences":[{"text":"To speak with a customer support agent, please press 3.","start":24.255001,"end":27.555,"sentiment":"neutral","sentiment_score":0.043885711953043936},{"text":"For MTA connect queries, please press 1.","start":32.120003,"end":34.940002,"sentiment":"neutral","sentiment_score":0.036996599552886825},{"text":"For order follow ups and all other queries, please press 2.","start":35.24,"end":38.46,"sentiment":"neutral","sentiment_score":0.02089833798394962},{"text":"Please hold while we transfer you to the next available agent.","start":43.684998,"end":47.144997,"sentiment":"neutral","sentiment_score":-0.016160794787786224},{"text":"Your call may be recorded for quality and record keeping purposes.","start":47.524998,"end":51.065,"sentiment":"neutral","sentiment_score":-0.018935877237130295}],"sentiment":"neutral","sentiment_score":0.010833032839000225,"num_words":50,"start":24.255001,"end":51.065},{"sentences":[{"text":"Teaching aids.","start":75.595,"end":76.235,"sentiment":"neutral","sentiment_score":0.028448212891817093},{"text":"This is Frances.","start":76.235,"end":77.035,"sentiment":"neutral","sentiment_score":0.06329930946230888},{"text":"How can I help?","start":77.035,"end":78.015,"sentiment":"neutral","sentiment_score":0.07111893128603697},{"text":"You've come through to customer service.","start":85.355,"end":87.215004,"sentiment":"neutral","sentiment_score":-0.17811206728219986},{"text":"I'm unable to transfer you.","start":88.37,"end":90.05,"sentiment":"neutral","sentiment_score":-0.2636235147714615}],"sentiment":"neutral","sentiment_score":-0.0927759949117899,"num_words":20,"start":75.595,"end":90.05},{"sentences":[{"text":"Can I leave a message for him?","start":90.05,"end":91.83,"sentiment":"neutral","sentiment_score":-0.1044033265539578},{"text":"Perfect.","start":98.45487,"end":98.934875,"sentiment":"positive","sentiment_score":0.5391272306442261},{"text":"Thank you.","start":98.934875,"end":99.65488,"sentiment":"positive","sentiment_score":0.5139431655406952},{"text":"Bye.","start":99.65488,"end":100.15488,"sentiment":"neutral","sentiment_score":0.2104535549879074}],"sentiment":"neutral","sentiment_score":0.09514943916689265,"num_words":11,"start":90.05,"end":100.15488}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling Modern Teaching Aids. Did you know that most of your inquiries can now be managed quickly online? To find out how to download an invoice, download a statement, update your profile, and much more, Visit teaching.com.au and head to my dashboard. For track and trace, please press 1. For accounts receivable, please press 2.\n\nTo speak with a customer support agent, please press 3. For MTA connect queries, please press 1. For order follow ups and all other queries, please press 2. Please hold while we transfer you to the next available agent. Your call may be recorded for quality and record keeping purposes.\n\nTeaching aids. This is Frances. How can I help?\n\nChannel 0: Yes, dear. Good afternoon. I'm looking for Matt\n\nChannel 1: You've come through to customer service. I'm unable to transfer you. Can I leave a message for him?\n\nChannel 0: O'Halloran. Oh, I see. I'm no worries. If in that case, maybe I'll just drop an email to him. Thank you.\n\nChannel 1: Perfect. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Modern Teaching Aids.","start":1.4399999,"end":3.6999998,"sentiment":"positive","sentiment_score":0.6309660162244525},{"text":"Did you know that most of your inquiries can now be managed quickly online?","start":4.16,"end":8.18,"sentiment":"positive","sentiment_score":0.4602780022791454},{"text":"To find out how to download an invoice, download a statement, update your profile, and much more, Visit teaching.com.au and head to my dashboard.","start":8.639999,"end":17.715,"sentiment":"neutral","sentiment_score":0.18101607666661343},{"text":"For track and trace, please press 1.","start":18.975,"end":21.075,"sentiment":"neutral","sentiment_score":0.0793957534645285},{"text":"For accounts receivable, please press 2.","start":21.295,"end":23.955,"sentiment":"neutral","sentiment_score":0.04839422057072321}],"sentiment":"neutral","sentiment_score":0.27674440660610283,"channel":1,"num_words":58,"start":1.4399999,"end":23.955},{"sentences":[{"text":"To speak with a customer support agent, please press 3.","start":24.255001,"end":27.555,"sentiment":"neutral","sentiment_score":0.043885711953043936},{"text":"For MTA connect queries, please press 1.","start":32.120003,"end":34.940002,"sentiment":"neutral","sentiment_score":0.036996599552886825},{"text":"For order follow ups and all other queries, please press 2.","start":35.24,"end":38.46,"sentiment":"neutral","sentiment_score":0.02089833798394962},{"text":"Please hold while we transfer you to the next available agent.","start":43.684998,"end":47.144997,"sentiment":"neutral","sentiment_score":-0.016160794787786224},{"text":"Your call may be recorded for quality and record keeping purposes.","start":47.524998,"end":51.065,"sentiment":"neutral","sentiment_score":-0.018935877237130295}],"sentiment":"neutral","sentiment_score":0.010833032839000225,"channel":1,"num_words":50,"start":24.255001,"end":51.065},{"sentences":[{"text":"Teaching aids.","start":75.595,"end":76.235,"sentiment":"neutral","sentiment_score":0.028448212891817093},{"text":"This is Frances.","start":76.235,"end":77.035,"sentiment":"neutral","sentiment_score":0.06329930946230888},{"text":"How can I help?","start":77.035,"end":78.015,"sentiment":"neutral","sentiment_score":0.07111893128603697}],"sentiment":"neutral","sentiment_score":0.059030008812745415,"channel":1,"num_words":9,"start":75.595,"end":78.015},{"sentences":[{"text":"Yes, dear.","start":78.515,"end":79.314995,"sentiment":"neutral","sentiment_score":-0.0069519770331680775},{"text":"Good afternoon.","start":79.314995,"end":79.975,"sentiment":"neutral","sentiment_score":0.03241526335477829},{"text":"I'm looking for Matt","start":80.115,"end":81.494995,"sentiment":"neutral","sentiment_score":-0.012015703599900007}],"sentiment":"neutral","sentiment_score":0.0003579697804525497,"channel":0,"num_words":8,"start":78.515,"end":81.494995},{"sentences":[{"text":"You've come through to customer service.","start":85.355,"end":87.215004,"sentiment":"neutral","sentiment_score":-0.17811206728219986},{"text":"I'm unable to transfer you.","start":88.37,"end":90.05,"sentiment":"neutral","sentiment_score":-0.2636235147714615},{"text":"Can I leave a message for him?","start":90.05,"end":91.83,"sentiment":"neutral","sentiment_score":-0.1044033265539578}],"sentiment":"neutral","sentiment_score":-0.17320073685712284,"channel":1,"num_words":18,"start":85.355,"end":91.83},{"sentences":[{"text":"O'Halloran.","start":92.44,"end":92.520004,"sentiment":"neutral","sentiment_score":-0.03472817689180374},{"text":"Oh, I see.","start":92.520004,"end":93.494934,"sentiment":"neutral","sentiment_score":0.012066026528676351},{"text":"I'm no worries.","start":93.65494,"end":94.37493,"sentiment":"neutral","sentiment_score":0.032262821992238365},{"text":"If in that case, maybe I'll just drop an email to him.","start":94.37493,"end":97.174934,"sentiment":"neutral","sentiment_score":0.007480310120930274},{"text":"Thank you.","start":97.174934,"end":97.91493,"sentiment":"positive","sentiment_score":0.3932385891675949}],"sentiment":"neutral","sentiment_score":0.04640472706939493,"channel":0,"num_words":21,"start":92.44,"end":97.91493},{"sentences":[{"text":"Perfect.","start":98.45487,"end":98.934875,"sentiment":"positive","sentiment_score":0.5391272306442261},{"text":"Thank you.","start":98.934875,"end":99.65488,"sentiment":"positive","sentiment_score":0.5139431655406952},{"text":"Bye.","start":99.65488,"end":100.15488,"sentiment":"neutral","sentiment_score":0.2104535549879074}],"sentiment":"positive","sentiment_score":0.44436677917838097,"channel":1,"num_words":4,"start":98.45487,"end":100.15488}]},"summary":{"result":"success","short":"The customer calls Modern philosophical Andy Andy Aids and is directed to various options including download invoices, statements, and accounts receivable. The customer is then transferred to a customer support agent named Frances who is unable to transfer to the customer. Frances offers to leave a message for the customer and the call ends."},"intents":{"segments":[{"text":"Thank you for calling Modern Teaching Aids. Did you know that most of your inquiries can now be managed quickly online?","start_word":1,"end_word":21,"intents":[{"intent":"Manage inquiries","confidence_score":0.46179813}]},{"text":"To find out how to download an invoice, download a statement, update your profile, and much more, Visit teaching.","start_word":21,"end_word":39,"intents":[{"intent":"Download invoice","confidence_score":0.41276747}]},{"text":"Teaching aids.","start_word":108,"end_word":109,"intents":[{"intent":"Transfer call","confidence_score":0.43073863}]},{"text":"This is Frances. How can I help? Yes, dear.","start_word":110,"end_word":118,"intents":[{"intent":"Speak with support agent","confidence_score":0.50176895}]},{"text":"Can I leave a message for him? O'Halloran.","start_word":136,"end_word":143,"intents":[{"intent":"Leave message for matt","confidence_score":0.14529487}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Modern Teaching Aids. Did you know that most of your inquiries can now be managed quickly online?","start_word":0,"end_word":20,"sentiment":"positive","sentiment_score":0.5280224680900574},{"text":"To find out how to download an invoice, download a statement, update your profile, and much more, Visit teaching.com.au and head to my dashboard. For track and trace, please press 1. For accounts receivable, please press 2. To speak with a customer support agent, please press 3. For MTA connect queries, please press 1. For order follow ups and all other queries, please press 2. Please hold while we transfer you to the next available agent. Your call may be recorded for quality and record keeping purposes. Teaching aids. This is Frances. How can I help? Yes, dear. Good afternoon. I'm looking for Matt You've come through to customer service. I'm unable to transfer you. Can I leave a message for him? O'Halloran. Oh, I see. I'm no worries. If in that case, maybe I'll just drop an email to him.","start_word":21,"end_word":161,"sentiment":"neutral","sentiment_score":0.01913660205900669},{"text":"Thank you. Perfect. Thank you.","start_word":162,"end_word":166,"sentiment":"positive","sentiment_score":0.46554630994796753},{"text":"Bye.","start_word":167,"end_word":167,"sentiment":"neutral","sentiment_score":0.28133389353752136}],"average":{"sentiment":"neutral","sentiment_score":0.09025732539754056}}}}