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group. In the interest of quality assurance, this call may be monitored or recorded for training purposes. To speak to the help desk team or to order supplies, press 1. For sales, press 2. For operations, press 3.\n\nFor accounts, press 4, or for reception, press 5. Please hold the line, and your call will be answered by the first available operator. Good morning. BankTech help desk. You're speaking with Marianne.\n\nHow may I help you? Mhmm. Can I ask who's calling? Mhmm. Is it a is it a sales call, Mary?\n\nOkay. Let me just see. It won't be a moment. So he's not available at the moment, Mary. Can I just take your details there?\n\nI'll have him return your call. Okay. No worries at all. Thank you. Alright, Cheers.\n\nBye.","paragraphs":[{"sentences":[{"text":"Tech group.","start":0.39999998,"end":0.98,"sentiment":"neutral","sentiment_score":-0.0030168057419359684},{"text":"In the interest of quality assurance, this call may be monitored or recorded for training purposes.","start":1.5999999,"end":7.22,"sentiment":"neutral","sentiment_score":-0.009797057369723916},{"text":"To speak to the help desk team or to order supplies, press 1.","start":8.24,"end":12.179999,"sentiment":"neutral","sentiment_score":0.0013649027722959335},{"text":"For sales, press 2.","start":13.035,"end":14.575,"sentiment":"neutral","sentiment_score":0.0021660717902705073},{"text":"For operations, press 3.","start":15.355,"end":17.295,"sentiment":"neutral","sentiment_score":0.0032371581764891744}],"sentiment":"neutral","sentiment_score":-0.003164868551091506,"num_words":39,"start":0.39999998,"end":17.295},{"sentences":[{"text":"For accounts, press 4, or for reception, press 5.","start":18.075,"end":21.295,"sentiment":"neutral","sentiment_score":-0.00029930011886689393},{"text":"Please hold the line, and your call will be answered by the first available operator.","start":22.555,"end":26.974998,"sentiment":"neutral","sentiment_score":-0.006551834257940451},{"text":"Good morning.","start":57.899998,"end":58.379997,"sentiment":"neutral","sentiment_score":0.2617122083902359},{"text":"BankTech help desk.","start":58.379997,"end":59.18,"sentiment":"neutral","sentiment_score":0.19252211848894754},{"text":"You're speaking with Marianne.","start":59.18,"end":60.219997,"sentiment":"neutral","sentiment_score":0.1517883911728859}],"sentiment":"neutral","sentiment_score":0.04870221581818028,"num_words":33,"start":18.075,"end":60.219997},{"sentences":[{"text":"How may I help you?","start":60.219997,"end":61.28,"sentiment":"neutral","sentiment_score":0.16421404480934143},{"text":"Mhmm.","start":67.58,"end":68.08,"sentiment":"neutral","sentiment_score":-0.00817613210529089},{"text":"Can I ask who's calling?","start":68.7,"end":70.0,"sentiment":"neutral","sentiment_score":-0.021380345895886423},{"text":"Mhmm.","start":77.965004,"end":78.465004,"sentiment":"neutral","sentiment_score":-0.01492323074489832},{"text":"Is it a is it a sales call, Mary?","start":79.805,"end":82.385,"sentiment":"neutral","sentiment_score":-0.02480075487660037}],"sentiment":"neutral","sentiment_score":0.022279158944175356,"num_words":21,"start":60.219997,"end":82.385},{"sentences":[{"text":"Okay.","start":91.14,"end":91.64,"sentiment":"neutral","sentiment_score":-0.012562022544443607},{"text":"Let me just see.","start":91.86,"end":93.0,"sentiment":"neutral","sentiment_score":-0.02369277598336339},{"text":"It won't be a moment.","start":93.22,"end":94.36,"sentiment":"neutral","sentiment_score":-0.08093226701021194},{"text":"So he's not available at the moment, Mary.","start":108.090004,"end":110.01,"sentiment":"neutral","sentiment_score":-0.15103157609701157},{"text":"Can I just take your details there?","start":110.01,"end":111.79,"sentiment":"neutral","sentiment_score":-0.07097942169223513}],"sentiment":"neutral","sentiment_score":-0.08868412088602781,"num_words":25,"start":91.14,"end":111.79},{"sentences":[{"text":"I'll have him return your call.","start":111.93,"end":113.47,"sentiment":"neutral","sentiment_score":-0.06610200429956119},{"text":"Okay.","start":118.69687,"end":119.17687,"sentiment":"neutral","sentiment_score":0.03300035744905472},{"text":"No worries at all.","start":119.17687,"end":120.13687,"sentiment":"neutral","sentiment_score":-0.033221933990716934},{"text":"Thank you.","start":120.13687,"end":120.95687,"sentiment":"positive","sentiment_score":0.37334007024765015},{"text":"Alright, Cheers.","start":121.73687,"end":122.37687,"sentiment":"neutral","sentiment_score":0.2707136422395706}],"sentiment":"neutral","sentiment_score":0.05277386804421743,"num_words":15,"start":111.93,"end":122.37687},{"sentences":[{"text":"Bye.","start":122.37687,"end":122.87687,"sentiment":"neutral","sentiment_score":0.15408827364444733}],"sentiment":"neutral","sentiment_score":0.15408827364444733,"num_words":1,"start":122.37687,"end":122.87687}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Tech group. In the interest of quality assurance, this call may be monitored or recorded for training purposes. To speak to the help desk team or to order supplies, press 1. For sales, press 2. For operations, press 3.\n\nFor accounts, press 4, or for reception, press 5. Please hold the line, and your call will be answered by the first available operator. Good morning. BankTech help desk. You're speaking with Marianne.\n\nHow may I help you?\n\nChannel 0: Hi. Good morning. I'm looking for Jim Norton.\n\nChannel 1: Mhmm. Can I ask who's calling?\n\nChannel 0: This is Mary calling from Vigilance AI. We are a cybersecurity company.\n\nChannel 1: Mhmm. Is it a is it a sales call, Mary?\n\nChannel 0: We're trying to present cybersecurity or SOC with Jim, so I'm just wondering if he's available.\n\nChannel 1: Okay. Let me just see. It won't be a moment.\n\nChannel 0: Thank you.\n\nChannel 1: So he's not available at the moment, Mary. Can I just take your details there? I'll have him return your call.\n\nChannel 0: I see. I'll try to ring back and also drop an email to Jim.\n\nChannel 1: Okay.\n\nChannel 0: I\n\nChannel 1: No\n\nChannel 0: gotcha.\n\nChannel 1: worries at all. Thank you.\n\nChannel 0: Thank you. Mhmm.\n\nChannel 1: Alright, Cheers. Bye.","paragraphs":[{"sentences":[{"text":"Tech group.","start":0.39999998,"end":0.98,"sentiment":"neutral","sentiment_score":-0.0030168057419359684},{"text":"In the interest of quality assurance, this call may be monitored or recorded for training purposes.","start":1.5999999,"end":7.22,"sentiment":"neutral","sentiment_score":-0.009797057369723916},{"text":"To speak to the help desk team or to order supplies, press 1.","start":8.24,"end":12.179999,"sentiment":"neutral","sentiment_score":0.0013649027722959335},{"text":"For sales, press 2.","start":13.035,"end":14.575,"sentiment":"neutral","sentiment_score":0.0021660717902705073},{"text":"For operations, press 3.","start":15.355,"end":17.295,"sentiment":"neutral","sentiment_score":0.0032371581764891744}],"sentiment":"neutral","sentiment_score":-0.003164868551091506,"channel":1,"num_words":39,"start":0.39999998,"end":17.295},{"sentences":[{"text":"For accounts, press 4, or for reception, press 5.","start":18.075,"end":21.295,"sentiment":"neutral","sentiment_score":-0.00029930011886689393},{"text":"Please hold the line, and your call will be answered by the first available operator.","start":22.555,"end":26.974998,"sentiment":"neutral","sentiment_score":-0.006551834257940451},{"text":"Good morning.","start":57.899998,"end":58.379997,"sentiment":"neutral","sentiment_score":0.2617122083902359},{"text":"BankTech help desk.","start":58.379997,"end":59.18,"sentiment":"neutral","sentiment_score":0.19252211848894754},{"text":"You're speaking with Marianne.","start":59.18,"end":60.219997,"sentiment":"neutral","sentiment_score":0.1517883911728859}],"sentiment":"neutral","sentiment_score":0.04870221581818028,"channel":1,"num_words":33,"start":18.075,"end":60.219997},{"sentences":[{"text":"How may I help you?","start":60.219997,"end":61.28,"sentiment":"neutral","sentiment_score":0.16421404480934143}],"sentiment":"neutral","sentiment_score":0.16421404480934143,"channel":1,"num_words":5,"start":60.219997,"end":61.28},{"sentences":[{"text":"Hi.","start":61.870003,"end":62.350002,"sentiment":"neutral","sentiment_score":0.04359213262796402},{"text":"Good morning.","start":62.350002,"end":63.09,"sentiment":"neutral","sentiment_score":0.1022678092122078},{"text":"I'm looking for Jim Norton.","start":63.230003,"end":66.53,"sentiment":"neutral","sentiment_score":0.01842942275106907}],"sentiment":"neutral","sentiment_score":0.04253435810096562,"channel":0,"num_words":8,"start":61.870003,"end":66.53},{"sentences":[{"text":"Mhmm.","start":67.58,"end":68.08,"sentiment":"neutral","sentiment_score":-0.00817613210529089},{"text":"Can I ask who's calling?","start":68.7,"end":70.0,"sentiment":"neutral","sentiment_score":-0.021380345895886423}],"sentiment":"neutral","sentiment_score":-0.019179643597453833,"channel":1,"num_words":6,"start":67.58,"end":70.0},{"sentences":[{"text":"This is Mary calling from Vigilance AI.","start":70.784996,"end":74.564995,"sentiment":"neutral","sentiment_score":-0.010146581567823887},{"text":"We are a cybersecurity company.","start":74.704994,"end":77.045,"sentiment":"neutral","sentiment_score":-0.012732579000294208}],"sentiment":"neutral","sentiment_score":-0.011224080498019854,"channel":0,"num_words":12,"start":70.784996,"end":77.045},{"sentences":[{"text":"Mhmm.","start":77.965004,"end":78.465004,"sentiment":"neutral","sentiment_score":-0.01492323074489832},{"text":"Is it a is it a sales call, Mary?","start":79.805,"end":82.385,"sentiment":"neutral","sentiment_score":-0.02480075487660037}],"sentiment":"neutral","sentiment_score":-0.023813002463430166,"channel":1,"num_words":10,"start":77.965004,"end":82.385},{"sentences":[{"text":"We're trying to present cybersecurity or SOC with Jim, so I'm just wondering if he's available.","start":83.439995,"end":90.5,"sentiment":"neutral","sentiment_score":-0.03437806759029627}],"sentiment":"neutral","sentiment_score":-0.03437806759029627,"channel":0,"num_words":16,"start":83.439995,"end":90.5},{"sentences":[{"text":"Okay.","start":91.14,"end":91.64,"sentiment":"neutral","sentiment_score":-0.012562022544443607},{"text":"Let me just see.","start":91.86,"end":93.0,"sentiment":"neutral","sentiment_score":-0.02369277598336339},{"text":"It won't be a moment.","start":93.22,"end":94.36,"sentiment":"neutral","sentiment_score":-0.08093226701021194}],"sentiment":"neutral","sentiment_score":-0.05119944615289569,"channel":1,"num_words":10,"start":91.14,"end":94.36},{"sentences":[{"text":"Thank you.","start":95.439995,"end":96.259995,"sentiment":"neutral","sentiment_score":-0.012552380561828613}],"sentiment":"neutral","sentiment_score":-0.012552380561828613,"channel":0,"num_words":2,"start":95.439995,"end":96.259995},{"sentences":[{"text":"So he's not available at the moment, Mary.","start":108.090004,"end":110.01,"sentiment":"neutral","sentiment_score":-0.15103157609701157},{"text":"Can I just take your details there?","start":110.01,"end":111.79,"sentiment":"neutral","sentiment_score":-0.07097942169223513},{"text":"I'll have him return your call.","start":111.93,"end":113.47,"sentiment":"neutral","sentiment_score":-0.06610200429956119}],"sentiment":"neutral","sentiment_score":-0.10008193268662408,"channel":1,"num_words":21,"start":108.090004,"end":113.47},{"sentences":[{"text":"I see.","start":114.04,"end":114.759995,"sentiment":"neutral","sentiment_score":-0.027149343863129616},{"text":"I'll try to ring back and also drop an email to Jim.","start":114.759995,"end":118.54,"sentiment":"neutral","sentiment_score":-0.019680155673995614}],"sentiment":"neutral","sentiment_score":-0.020747182558157613,"channel":0,"num_words":14,"start":114.04,"end":118.54},{"sentences":[{"text":"Okay.","start":118.69687,"end":119.17687,"sentiment":"neutral","sentiment_score":0.03300035744905472}],"sentiment":"neutral","sentiment_score":0.03300035744905472,"channel":1,"num_words":1,"start":118.69687,"end":119.17687},{"sentences":[{"text":"I","start":119.159996,"end":119.32,"sentiment":"neutral","sentiment_score":0.025775708258152008}],"sentiment":"neutral","sentiment_score":0.025775708258152008,"channel":0,"num_words":1,"start":119.159996,"end":119.32},{"sentences":[{"text":"No","start":119.17687,"end":119.33687,"sentiment":"neutral","sentiment_score":0.03815788775682449}],"sentiment":"neutral","sentiment_score":0.03815788775682449,"channel":1,"num_words":1,"start":119.17687,"end":119.33687},{"sentences":[{"text":"gotcha.","start":119.32,"end":119.82,"sentiment":"neutral","sentiment_score":-0.03429306298494339}],"sentiment":"neutral","sentiment_score":-0.03429306298494339,"channel":0,"num_words":1,"start":119.32,"end":119.82},{"sentences":[{"text":"worries at all.","start":119.33687,"end":120.13687,"sentiment":"neutral","sentiment_score":-0.05701520790656408},{"text":"Thank you.","start":120.13687,"end":120.95687,"sentiment":"positive","sentiment_score":0.37334007024765015}],"sentiment":"neutral","sentiment_score":0.11512690335512162,"channel":1,"num_words":5,"start":119.33687,"end":120.95687},{"sentences":[{"text":"Thank you.","start":120.84,"end":121.399994,"sentiment":"positive","sentiment_score":0.40515682101249695},{"text":"Mhmm.","start":121.399994,"end":121.899994,"sentiment":"neutral","sentiment_score":0.16167235374450684}],"sentiment":"neutral","sentiment_score":0.32399533192316693,"channel":0,"num_words":3,"start":120.84,"end":121.899994},{"sentences":[{"text":"Alright, Cheers.","start":121.73687,"end":122.37687,"sentiment":"neutral","sentiment_score":0.2707136422395706},{"text":"Bye.","start":122.37687,"end":122.87687,"sentiment":"neutral","sentiment_score":0.15408827364444733}],"sentiment":"neutral","sentiment_score":0.2318385193745295,"channel":1,"num_words":3,"start":121.73687,"end":122.87687}]},"summary":{"result":"success","short":"A customer calls BankTech help desk and is prompted to select different options. When they select option three, they are put on hold and speak to Marianne, the agent. The customer, Mary, is calling from an AI cybersecurity company and is trying to reach Jim Norton. Marianne informs Mary that Jim is not currently available but will try to call back or send an email to Jim."},"intents":{"segments":[{"text":"I'm looking for Jim Norton. Mhmm.","start_word":80,"end_word":85,"intents":[{"intent":"Request information","confidence_score":0.01568261}]},{"text":"So he's not available at the moment, Mary. Can I just take your details there?","start_word":141,"end_word":155,"intents":[{"intent":"Confirm availability","confidence_score":0.06443262}]},{"text":"I'll have him return your call. I see. I'll try to ring back and also drop an email to Jim. Okay.","start_word":156,"end_word":176,"intents":[{"intent":"Request call back","confidence_score":0.028407494}]}]},"sentiments":{"segments":[{"text":"Tech group. In the interest of quality assurance, this call may be monitored or recorded for training purposes. To speak to the help desk team or to order supplies, press 1. For sales, press 2. For operations, press 3. For accounts, press 4, or for reception, press 5. Please hold the line, and your call will be answered by the first available operator. Good morning. BankTech help desk. You're speaking with Marianne. How may I help you? Hi. Good morning. I'm looking for Jim Norton. Mhmm. Can I ask who's calling? This is Mary calling from Vigilance AI. We are a cybersecurity company. Mhmm. Is it a is it a sales call, Mary? We're trying to present cybersecurity or SOC with Jim, so I'm just wondering if he's available. Okay. Let me just see. It won't be a moment. Thank you. So he's not available at the moment, Mary. Can I just take your details there? I'll have him return your call. I see. I'll try to ring back and also drop an email to Jim. Okay. I No gotcha. worries at all.","start_word":0,"end_word":182,"sentiment":"neutral","sentiment_score":-0.007325251586735248},{"text":"Thank you. Thank you.","start_word":183,"end_word":186,"sentiment":"positive","sentiment_score":0.38152259588241577},{"text":"Mhmm. Alright, Cheers. Bye.","start_word":187,"end_word":190,"sentiment":"neutral","sentiment_score":0.2222641110420227}],"average":{"sentiment":"neutral","sentiment_score":0.01166670833315168}}}}