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Karen speaking. How can I help you? May I ask who's calling, please? Call, Mary?\n\nOkay. And you've spoken to him recently, have you? Okay. Can I just ask what it's in reference to, please? Can I ask what it's in reference to, please?\n\nRight. Yes. It's in reference to cybersecurity, you should say. And you've spoken to Erin before. Can I ask when?\n\nThank you.","paragraphs":[{"sentences":[{"text":"Welcome to Decker Kim.","start":11.599999,"end":12.639999,"sentiment":"positive","sentiment_score":0.3338218480348587},{"text":"Karen speaking.","start":12.639999,"end":13.36,"sentiment":"positive","sentiment_score":0.3479663133621216},{"text":"How can I help you?","start":13.36,"end":14.5,"sentiment":"neutral","sentiment_score":0.2988037705421448},{"text":"May I ask who's calling, please?","start":20.005,"end":21.465,"sentiment":"neutral","sentiment_score":0.057757932071884475},{"text":"Call, Mary?","start":28.619999,"end":29.439999,"sentiment":"neutral","sentiment_score":0.06788946315646172}],"sentiment":"neutral","sentiment_score":0.21092449422729642,"num_words":19,"start":11.599999,"end":29.439999},{"sentences":[{"text":"Okay.","start":31.58,"end":32.059998,"sentiment":"neutral","sentiment_score":0.06647954881191254},{"text":"And you've spoken to him recently, have you?","start":32.059998,"end":34.239998,"sentiment":"neutral","sentiment_score":0.045337536139413714},{"text":"Okay.","start":36.3,"end":36.8,"sentiment":"neutral","sentiment_score":0.01571725308895111},{"text":"Can I just ask what it's in reference to, please?","start":37.26,"end":39.44,"sentiment":"neutral","sentiment_score":-0.03766282647848129},{"text":"Can I ask what it's in reference to, please?","start":42.46,"end":48.295002,"sentiment":"neutral","sentiment_score":-0.10917577313052283}],"sentiment":"neutral","sentiment_score":-0.03152803903252914,"num_words":29,"start":31.58,"end":48.295002},{"sentences":[{"text":"Right.","start":49.555,"end":50.055,"sentiment":"neutral","sentiment_score":0.053603485226631165},{"text":"Yes.","start":56.995003,"end":57.45,"sentiment":"neutral","sentiment_score":0.07124297320842743},{"text":"It's in reference to cybersecurity, you should say.","start":58.65,"end":61.47,"sentiment":"neutral","sentiment_score":0.009104696218855679},{"text":"And you've spoken to Erin before.","start":62.81,"end":64.590004,"sentiment":"neutral","sentiment_score":0.05702885674933592},{"text":"Can I ask when?","start":67.13,"end":68.35,"sentiment":"neutral","sentiment_score":-0.0018525321502238512}],"sentiment":"neutral","sentiment_score":0.02662235200405121,"num_words":20,"start":49.555,"end":68.35},{"sentences":[{"text":"Thank you.","start":72.765,"end":73.585,"sentiment":"positive","sentiment_score":0.35677531361579895}],"sentiment":"positive","sentiment_score":0.35677531361579895,"num_words":2,"start":72.765,"end":73.585}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to Decker Kim. Karen speaking. How can I help you?\n\nChannel 0: Yes. Good afternoon. I'm looking for Erin.\n\nChannel 1: May I ask who's calling, please?\n\nChannel 0: Mary from Vigilance AI.\n\nChannel 1: Call, Mary?\n\nChannel 0: Yes.\n\nChannel 1: Okay. And you've spoken to him recently, have you?\n\nChannel 0: Yes.\n\nChannel 1: Okay. Can I just ask what it's in reference to, please?\n\nChannel 0: I'm sorry?\n\nChannel 1: Can I ask what it's in reference to,\n\nChannel 0: Can I ask who's this?\n\nChannel 1: please?\n\nChannel 0: Yeah. We are\n\nChannel 1: Right.\n\nChannel 0: going to present cybersecurity. So can you able to transfer the call to Erin?\n\nChannel 1: Yes. It's in reference to cybersecurity, you should say.\n\nChannel 0: Yes.\n\nChannel 1: And you've spoken to Erin before.\n\nChannel 0: Yes.\n\nChannel 1: Can I ask when?\n\nChannel 0: Let me just double check. One moment.\n\nChannel 1: Thank you.","paragraphs":[{"sentences":[{"text":"Welcome to Decker Kim.","start":11.599999,"end":12.639999,"sentiment":"positive","sentiment_score":0.3338218480348587},{"text":"Karen speaking.","start":12.639999,"end":13.36,"sentiment":"positive","sentiment_score":0.3479663133621216},{"text":"How can I help you?","start":13.36,"end":14.5,"sentiment":"neutral","sentiment_score":0.2988037705421448}],"sentiment":"neutral","sentiment_score":0.3204762610522183,"channel":1,"num_words":11,"start":11.599999,"end":14.5},{"sentences":[{"text":"Yes.","start":15.345,"end":15.845,"sentiment":"neutral","sentiment_score":0.2961617112159729},{"text":"Good afternoon.","start":15.905001,"end":16.705,"sentiment":"positive","sentiment_score":0.448686882853508},{"text":"I'm looking for Erin.","start":16.705,"end":18.165,"sentiment":"neutral","sentiment_score":0.1427446510642767}],"sentiment":"neutral","sentiment_score":0.2520734401685851,"channel":0,"num_words":7,"start":15.345,"end":18.165},{"sentences":[{"text":"May I ask who's calling, please?","start":20.005,"end":21.465,"sentiment":"neutral","sentiment_score":0.057757932071884475}],"sentiment":"neutral","sentiment_score":0.057757932071884475,"channel":1,"num_words":6,"start":20.005,"end":21.465},{"sentences":[{"text":"Mary from Vigilance AI.","start":22.225,"end":25.445,"sentiment":"neutral","sentiment_score":0.08137836307287216}],"sentiment":"neutral","sentiment_score":0.08137836307287216,"channel":0,"num_words":4,"start":22.225,"end":25.445},{"sentences":[{"text":"Call, Mary?","start":28.619999,"end":29.439999,"sentiment":"neutral","sentiment_score":0.06788946315646172}],"sentiment":"neutral","sentiment_score":0.06788946315646172,"channel":1,"num_words":2,"start":28.619999,"end":29.439999},{"sentences":[{"text":"Yes.","start":30.080002,"end":30.580002,"sentiment":"neutral","sentiment_score":0.07281023263931274}],"sentiment":"neutral","sentiment_score":0.07281023263931274,"channel":0,"num_words":1,"start":30.080002,"end":30.580002},{"sentences":[{"text":"Okay.","start":31.58,"end":32.059998,"sentiment":"neutral","sentiment_score":0.06647954881191254},{"text":"And you've spoken to him recently, have 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sorry?","start":41.36,"end":42.02,"sentiment":"neutral","sentiment_score":-0.15021345019340515}],"sentiment":"neutral","sentiment_score":-0.15021345019340515,"channel":0,"num_words":2,"start":41.36,"end":42.02},{"sentences":[{"text":"Can I ask what it's in reference to,","start":42.46,"end":44.115,"sentiment":"neutral","sentiment_score":-0.11372729204595089}],"sentiment":"neutral","sentiment_score":-0.11372729204595089,"channel":1,"num_words":8,"start":42.46,"end":44.115},{"sentences":[{"text":"Can I ask who's this?","start":45.605,"end":47.897,"sentiment":"neutral","sentiment_score":-0.10491769015789032}],"sentiment":"neutral","sentiment_score":-0.10491769015789032,"channel":0,"num_words":5,"start":45.605,"end":47.897},{"sentences":[{"text":"please?","start":47.795002,"end":48.295002,"sentiment":"neutral","sentiment_score":-0.07276362180709839}],"sentiment":"neutral","sentiment_score":-0.07276362180709839,"channel":1,"num_words":1,"start":47.795002,"end":48.295002},{"sentences":[{"text":"Yeah.","start":48.013,"end":48.513,"sentiment":"neutral","sentiment_score":0.025922095403075215},{"text":"We are","start":48.629,"end":49.745003,"sentiment":"neutral","sentiment_score":0.04784983769059181}],"sentiment":"neutral","sentiment_score":0.040540590261419616,"channel":0,"num_words":3,"start":48.013,"end":49.745003},{"sentences":[{"text":"Right.","start":49.555,"end":50.055,"sentiment":"neutral","sentiment_score":0.053603485226631165}],"sentiment":"neutral","sentiment_score":0.053603485226631165,"channel":1,"num_words":1,"start":49.555,"end":50.055},{"sentences":[{"text":"going to present cybersecurity.","start":49.861,"end":52.209,"sentiment":"neutral","sentiment_score":0.008642667904496193},{"text":"So can you able to transfer the call to Erin?","start":52.325,"end":55.145,"sentiment":"neutral","sentiment_score":0.02798373643308878}],"sentiment":"neutral","sentiment_score":0.0224577168534909,"channel":0,"num_words":14,"start":49.861,"end":55.145},{"sentences":[{"text":"Yes.","start":56.995003,"end":57.45,"sentiment":"neutral","sentiment_score":0.07124297320842743},{"text":"It's in reference to cybersecurity, you should say.","start":58.65,"end":61.47,"sentiment":"neutral","sentiment_score":0.009104696218855679}],"sentiment":"neutral","sentiment_score":0.016008949217696983,"channel":1,"num_words":9,"start":56.995003,"end":61.47},{"sentences":[{"text":"Yes.","start":61.539997,"end":62.039997,"sentiment":"neutral","sentiment_score":0.08358961343765259}],"sentiment":"neutral","sentiment_score":0.08358961343765259,"channel":0,"num_words":1,"start":61.539997,"end":62.039997},{"sentences":[{"text":"And you've spoken to Erin 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moment.","start":71.46,"end":72.2,"sentiment":"neutral","sentiment_score":0.061562903225421906}],"sentiment":"neutral","sentiment_score":0.037239838391542435,"channel":0,"num_words":7,"start":70.18,"end":72.2},{"sentences":[{"text":"Thank you.","start":72.765,"end":73.585,"sentiment":"positive","sentiment_score":0.35677531361579895}],"sentiment":"positive","sentiment_score":0.35677531361579895,"channel":1,"num_words":2,"start":72.765,"end":73.585}]},"summary":{"result":"success","short":"A customer named Karen is trying to reach Erin at Decker Kim and asks the agent for clarification on who is calling. The agent, Mary, confirms that Karen has spoken to Erin in the past and asks for the reason for the call. Mary then transfers the call to Erin in reference to cybersecurity."},"intents":{"segments":[{"text":"I'm looking for Erin. May I ask who's calling, please? Mary from Vigilance AI.","start_word":14,"end_word":27,"intents":[{"intent":"Ask for caller","confidence_score":0.005175875}]},{"text":"And you've spoken to him recently, have you? Yes. Okay.","start_word":32,"end_word":41,"intents":[{"intent":"Confirm information","confidence_score":0.0047225268},{"intent":"Confirm previous conversation","confidence_score":0.15998334}]},{"text":"So can you able to transfer the call to Erin?","start_word":76,"end_word":85,"intents":[{"intent":"Transfer call to erin","confidence_score":0.04161119}]}]},"sentiments":{"segments":[{"text":"Welcome to Decker Kim. Karen speaking.","start_word":0,"end_word":5,"sentiment":"positive","sentiment_score":0.337523490190506},{"text":"How can I help you? Yes.","start_word":6,"end_word":11,"sentiment":"neutral","sentiment_score":0.2976225018501282},{"text":"Good afternoon.","start_word":12,"end_word":13,"sentiment":"positive","sentiment_score":0.429650753736496},{"text":"I'm looking for Erin. May I ask who's calling, please? Mary from Vigilance AI. Call, Mary? Yes. Okay. And you've spoken to him recently, have you? Yes. Okay. Can I just ask what it's in reference to, please? I'm sorry? Can I ask what it's in reference to, Can I ask who's this? please? Yeah. We are Right. going to present cybersecurity. So can you able to transfer the call to Erin? Yes. It's in reference to cybersecurity, you should say. Yes. And you've spoken to Erin before. Yes. Can I ask when? Let me just double check. One moment.","start_word":14,"end_word":113,"sentiment":"neutral","sentiment_score":0.013106212019920347},{"text":"Thank you.","start_word":114,"end_word":115,"sentiment":"positive","sentiment_score":0.4238743185997009}],"average":{"sentiment":"neutral","sentiment_score":0.0562400496407841}}}}