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If this is an emergency or life threatening situation, please hang up and call 000. We collect limited call data to ensure service quality and support customer care. Our partners may survey callers to ensure the quality of our service. By continuing, you agree to our terms of use and consent to our collection and disclosure of your information.\n\nOur privacy policy is available at healthdirect.gov.au. Our nurses are here to help. HealthDirect Australia does not tolerate aggressive, abusive, or disrespectful behavior. This call may be recorded and transcribed for quality and training purposes. If you do not wish to be recorded, please press 1 now.\n\nWe are transferring you to a nurse now. Nurse on call. This is Penny. How can I help? Oh, I think you might have the wrong number.\n\nYou've come through to Healthdirect. Okay. Not a problem.","paragraphs":[{"sentences":[{"text":"Thank you for calling Nurse On Call.","start":0.79999995,"end":2.82,"sentiment":"positive","sentiment_score":0.3500048518180847},{"text":"If this is an emergency or life threatening situation, please hang up and call 000.","start":3.6799998,"end":9.059999,"sentiment":"neutral","sentiment_score":-0.025027369459470112},{"text":"We collect limited call data to ensure service quality and support customer care.","start":9.28,"end":13.7,"sentiment":"neutral","sentiment_score":0.033704742789268494},{"text":"Our partners may survey callers to ensure the quality of our service.","start":14.025,"end":17.485,"sentiment":"neutral","sentiment_score":0.04325558369358381},{"text":"By continuing, you agree to our terms of use and consent to our collection and disclosure of your information.","start":17.865,"end":23.085,"sentiment":"neutral","sentiment_score":0.04654925267555212}],"sentiment":"neutral","sentiment_score":0.05933769518565951,"num_words":66,"start":0.79999995,"end":23.085},{"sentences":[{"text":"Our privacy policy is available at healthdirect.gov.au.","start":23.384998,"end":27.085,"sentiment":"neutral","sentiment_score":0.036666767937796454},{"text":"Our nurses are here to help.","start":27.224998,"end":28.765,"sentiment":"neutral","sentiment_score":0.25562723726034164},{"text":"HealthDirect Australia does not tolerate aggressive, abusive, or disrespectful behavior.","start":29.03,"end":33.93,"sentiment":"neutral","sentiment_score":-0.15314060151576997},{"text":"This call may be recorded and transcribed for quality and training purposes.","start":34.47,"end":38.09,"sentiment":"neutral","sentiment_score":-0.009808970149606466},{"text":"If you do not wish to be recorded, please press 1 now.","start":38.55,"end":41.685,"sentiment":"neutral","sentiment_score":-0.11748327997823556}],"sentiment":"neutral","sentiment_score":-0.026988983352450615,"num_words":47,"start":23.384998,"end":41.685},{"sentences":[{"text":"We are transferring you to a nurse now.","start":45.045002,"end":47.305,"sentiment":"neutral","sentiment_score":-0.036114692222326994},{"text":"Nurse on call.","start":54.005,"end":54.645,"sentiment":"neutral","sentiment_score":0.03796193252007166},{"text":"This is Penny.","start":54.645,"end":55.365,"sentiment":"neutral","sentiment_score":0.1324076602856318},{"text":"How can I help?","start":55.365,"end":56.28,"sentiment":"neutral","sentiment_score":0.15654396079480648},{"text":"Oh, I think you might have the wrong number.","start":63.16,"end":64.759995,"sentiment":"negative","sentiment_score":-0.44873012767897713}],"sentiment":"neutral","sentiment_score":-0.11815570612196569,"num_words":27,"start":45.045002,"end":64.759995},{"sentences":[{"text":"You've come through to Healthdirect.","start":64.759995,"end":66.14,"sentiment":"neutral","sentiment_score":-0.3090518832206726},{"text":"Okay.","start":71.84894,"end":72.16894,"sentiment":"neutral","sentiment_score":0.10203250497579576},{"text":"Not a problem.","start":72.16894,"end":72.98894,"sentiment":"neutral","sentiment_score":0.1357742448647817}],"sentiment":"neutral","sentiment_score":-0.11510046405924691,"num_words":9,"start":64.759995,"end":72.98894}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling Nurse On Call. If this is an emergency or life threatening situation, please hang up and call 000. We collect limited call data to ensure service quality and support customer care. Our partners may survey callers to ensure the quality of our service. By continuing, you agree to our terms of use and consent to our collection and disclosure of your information.\n\nOur privacy policy is available at healthdirect.gov.au. Our nurses are here to help. HealthDirect Australia does not tolerate aggressive, abusive, or disrespectful behavior. This call may be recorded and transcribed for quality and training purposes. If you do not wish to be recorded, please press 1 now.\n\nWe are transferring you to a nurse now. Nurse on call. This is Penny. How can I help?\n\nChannel 0: Yes, dear. Good morning. I'm looking for David Zikeli.\n\nChannel 1: Oh, I think you might have the wrong number. You've come through to Healthdirect.\n\nChannel 0: Oh, I see. Okay then. I'll make a note. Thank you.\n\nChannel 1: Okay. Not a problem.","paragraphs":[{"sentences":[{"text":"Thank you for calling Nurse On Call.","start":0.79999995,"end":2.82,"sentiment":"positive","sentiment_score":0.3500048518180847},{"text":"If this is an emergency or life threatening situation, please hang up and call 000.","start":3.6799998,"end":9.059999,"sentiment":"neutral","sentiment_score":-0.025027369459470112},{"text":"We collect limited call data to ensure service quality and support customer care.","start":9.28,"end":13.7,"sentiment":"neutral","sentiment_score":0.033704742789268494},{"text":"Our partners may survey callers to ensure the quality of our service.","start":14.025,"end":17.485,"sentiment":"neutral","sentiment_score":0.04325558369358381},{"text":"By continuing, you agree to our terms of use and consent to our collection and disclosure of your information.","start":17.865,"end":23.085,"sentiment":"neutral","sentiment_score":0.04654925267555212}],"sentiment":"neutral","sentiment_score":0.05933769518565951,"channel":1,"num_words":66,"start":0.79999995,"end":23.085},{"sentences":[{"text":"Our privacy policy is available at healthdirect.gov.au.","start":23.384998,"end":27.085,"sentiment":"neutral","sentiment_score":0.036666767937796454},{"text":"Our nurses are here to help.","start":27.224998,"end":28.765,"sentiment":"neutral","sentiment_score":0.25562723726034164},{"text":"HealthDirect Australia does not tolerate aggressive, abusive, or disrespectful behavior.","start":29.03,"end":33.93,"sentiment":"neutral","sentiment_score":-0.15314060151576997},{"text":"This call may be recorded and transcribed for quality and training purposes.","start":34.47,"end":38.09,"sentiment":"neutral","sentiment_score":-0.009808970149606466},{"text":"If you do not wish to be recorded, please press 1 now.","start":38.55,"end":41.685,"sentiment":"neutral","sentiment_score":-0.11748327997823556}],"sentiment":"neutral","sentiment_score":-0.026988983352450615,"channel":1,"num_words":47,"start":23.384998,"end":41.685},{"sentences":[{"text":"We are transferring you to a nurse now.","start":45.045002,"end":47.305,"sentiment":"neutral","sentiment_score":-0.036114692222326994},{"text":"Nurse on call.","start":54.005,"end":54.645,"sentiment":"neutral","sentiment_score":0.03796193252007166},{"text":"This is Penny.","start":54.645,"end":55.365,"sentiment":"neutral","sentiment_score":0.1324076602856318},{"text":"How can I help?","start":55.365,"end":56.28,"sentiment":"neutral","sentiment_score":0.15654396079480648}],"sentiment":"neutral","sentiment_score":0.04713150465654002,"channel":1,"num_words":18,"start":45.045002,"end":56.28},{"sentences":[{"text":"Yes, dear.","start":57.4,"end":58.120003,"sentiment":"neutral","sentiment_score":0.08410903438925743},{"text":"Good morning.","start":58.120003,"end":59.1,"sentiment":"neutral","sentiment_score":0.20402415096759796},{"text":"I'm looking for David Zikeli.","start":59.16,"end":61.58,"sentiment":"neutral","sentiment_score":0.028081241622567178}],"sentiment":"neutral","sentiment_score":0.07963028653628296,"channel":0,"num_words":9,"start":57.4,"end":61.58},{"sentences":[{"text":"Oh, I think you might have the wrong number.","start":63.16,"end":64.759995,"sentiment":"negative","sentiment_score":-0.44873012767897713},{"text":"You've come through to Healthdirect.","start":64.759995,"end":66.14,"sentiment":"neutral","sentiment_score":-0.3090518832206726}],"sentiment":"negative","sentiment_score":-0.3988450403724398,"channel":1,"num_words":14,"start":63.16,"end":66.14},{"sentences":[{"text":"Oh, I see.","start":67.39894,"end":68.77894,"sentiment":"neutral","sentiment_score":-0.09435103585322697},{"text":"Okay then.","start":68.91894,"end":69.658936,"sentiment":"neutral","sentiment_score":-0.04163558781147003},{"text":"I'll make a note.","start":69.71894,"end":70.518936,"sentiment":"neutral","sentiment_score":0.015809963922947645},{"text":"Thank you.","start":70.518936,"end":71.25894,"sentiment":"neutral","sentiment_score":0.27940575778484344}],"sentiment":"neutral","sentiment_score":0.02324791709807786,"channel":0,"num_words":11,"start":67.39894,"end":71.25894},{"sentences":[{"text":"Okay.","start":71.84894,"end":72.16894,"sentiment":"neutral","sentiment_score":0.10203250497579576},{"text":"Not a problem.","start":72.16894,"end":72.98894,"sentiment":"neutral","sentiment_score":0.1357742448647817}],"sentiment":"neutral","sentiment_score":0.1273388098925352,"channel":1,"num_words":4,"start":71.84894,"end":72.98894}]},"summary":{"result":"success","short":"The customer called Nurse On Call and was informed of the limited call data policy. The agent then transferred the call to a nurse named Penny who informed the customer that they had the wrong number and apologized. The nurse made a note of the mistake and the call ended politely."},"intents":{"segments":[{"text":"How can I help? Yes, dear.","start_word":127,"end_word":132,"intents":[{"intent":"Help caller","confidence_score":0.047652576}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Nurse On Call.","start_word":0,"end_word":6,"sentiment":"positive","sentiment_score":0.34877851605415344},{"text":"If this is an emergency or life threatening situation, please hang up and call 000. We collect limited call data to ensure service quality and support customer care. Our partners may survey callers to ensure the quality of our service. By continuing, you agree to our terms of use and consent to our collection and disclosure of your information. Our privacy policy is available at healthdirect.gov.au. Our nurses are here to help. HealthDirect Australia does not tolerate aggressive, abusive, or disrespectful behavior. This call may be recorded and transcribed for quality and training purposes. If you do not wish to be recorded, please press 1 now. We are transferring you to a nurse now. Nurse on call. This is Penny. How can I help? Yes, dear. Good morning. I'm looking for David Zikeli.","start_word":7,"end_word":139,"sentiment":"neutral","sentiment_score":0.013593105599284172},{"text":"Oh, I think you might have the wrong number.","start_word":140,"end_word":148,"sentiment":"negative","sentiment_score":-0.4361919164657593},{"text":"You've come through to Healthdirect. Oh, I see. Okay then. I'll make a note. Thank you. Okay. Not a problem.","start_word":149,"end_word":168,"sentiment":"neutral","sentiment_score":-0.04234342277050018}],"average":{"sentiment":"neutral","sentiment_score":-0.005014517233760347}}}}