{"metadata":{"transaction_key":"deprecated","request_id":"01a0a2f0-c010-7001-8f6a-8cf7cc174a20","sha256":"7ed4cec641dfcc32e15007b637071c5a9f344c5a73ee23a730b39ffc27ba8700","created":"2026-09-15T02:41:23.259Z","duration":20.663937,"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":75,"output_tokens":41},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":85,"output_tokens":85},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":85,"output_tokens":7}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. My name is Amy. I had a message for an invoice that apparently is overdue, but I had got something a couple weeks ago, and I replied back to the email because I didn't I didn't end up getting a response.","confidence":0.9980469,"words":[{"word":"hi","start":3.76,"end":4.26,"confidence":0.99853516,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.0271401796489954},{"word":"my","start":4.48,"end":4.72,"confidence":0.68359375,"punctuated_word":"My","sentiment":"neutral","sentiment_score":0.0142122283577919},{"word":"name","start":4.72,"end":4.88,"confidence":1.0,"punctuated_word":"name","sentiment":"neutral","sentiment_score":0.037685126066207886},{"word":"is","start":4.88,"end":5.12,"confidence":0.5600586,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.03760887682437897},{"word":"amy","start":5.12,"end":5.62,"confidence":0.9914551,"punctuated_word":"Amy.","sentiment":"neutral","sentiment_score":0.01362326182425022},{"word":"i","start":5.92,"end":6.42,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.11476588994264604},{"word":"had","start":6.8799996,"end":7.3799996,"confidence":0.7651367,"punctuated_word":"had","sentiment":"neutral","sentiment_score":-0.0981207937002182},{"word":"a","start":7.9199996,"end":8.0,"confidence":0.99902344,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.060756031423807144},{"word":"message","start":8.0,"end":8.4,"confidence":0.9980469,"punctuated_word":"message","sentiment":"neutral","sentiment_score":-0.06844776123762131},{"word":"for","start":8.4,"end":8.639999,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.0579616017639637},{"word":"an","start":8.639999,"end":8.8,"confidence":1.0,"punctuated_word":"an","sentiment":"neutral","sentiment_score":-0.0751325860619545},{"word":"invoice","start":8.8,"end":9.2,"confidence":1.0,"punctuated_word":"invoice","sentiment":"neutral","sentiment_score":-0.07931897044181824},{"word":"that","start":9.2,"end":9.36,"confidence":0.7675781,"punctuated_word":"that","sentiment":"neutral","sentiment_score":-0.11253191530704498},{"word":"apparently","start":9.36,"end":9.84,"confidence":0.7973633,"punctuated_word":"apparently","sentiment":"neutral","sentiment_score":-0.17010733485221863},{"word":"is","start":9.84,"end":10.0,"confidence":0.9135742,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.19863806664943695},{"word":"overdue","start":10.0,"end":10.5,"confidence":0.8059082,"punctuated_word":"overdue,","sentiment":"neutral","sentiment_score":-0.11742562055587769},{"word":"but","start":10.559999,"end":10.719999,"confidence":1.0,"punctuated_word":"but","sentiment":"neutral","sentiment_score":-0.11002900451421738},{"word":"i","start":10.719999,"end":10.88,"confidence":1.0,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.315611869096756},{"word":"had","start":10.88,"end":11.38,"confidence":0.9980469,"punctuated_word":"had","sentiment":"neutral","sentiment_score":-0.23599043488502505},{"word":"got","start":11.578875,"end":11.818874,"confidence":0.9941406,"punctuated_word":"got","sentiment":"neutral","sentiment_score":-0.26275119185447693},{"word":"something","start":11.818874,"end":11.978874,"confidence":0.9921875,"punctuated_word":"something","sentiment":"neutral","sentiment_score":-0.2205505073070526},{"word":"a","start":11.978874,"end":12.218875,"confidence":0.9921875,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.2282411903142929},{"word":"couple","start":12.218875,"end":12.458875,"confidence":0.99902344,"punctuated_word":"couple","sentiment":"neutral","sentiment_score":-0.20473060011863708},{"word":"weeks","start":12.458875,"end":12.698874,"confidence":0.70166016,"punctuated_word":"weeks","sentiment":"neutral","sentiment_score":-0.14475350081920624},{"word":"ago","start":12.698874,"end":13.018875,"confidence":0.72509766,"punctuated_word":"ago,","sentiment":"neutral","sentiment_score":-0.13345028460025787},{"word":"and","start":13.018875,"end":13.098875,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.18299520015716553},{"word":"i","start":13.098875,"end":13.258875,"confidence":1.0,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.37784695625305176},{"word":"replied","start":13.258875,"end":13.578875,"confidence":0.94628906,"punctuated_word":"replied","sentiment":"negative","sentiment_score":-0.4417179524898529},{"word":"back","start":13.578875,"end":13.818874,"confidence":1.0,"punctuated_word":"back","sentiment":"negative","sentiment_score":-0.34229791164398193},{"word":"to","start":13.818874,"end":13.978874,"confidence":1.0,"punctuated_word":"to","sentiment":"negative","sentiment_score":-0.4343330562114715},{"word":"the","start":13.978874,"end":14.138874,"confidence":0.99902344,"punctuated_word":"the","sentiment":"negative","sentiment_score":-0.4174036383628845},{"word":"email","start":14.138874,"end":14.638874,"confidence":1.0,"punctuated_word":"email","sentiment":"neutral","sentiment_score":-0.26838788390159607},{"word":"because","start":14.858874,"end":14.978874,"confidence":0.4321289,"punctuated_word":"because","sentiment":"negative","sentiment_score":-0.4434358775615692},{"word":"i","start":14.978874,"end":15.098875,"confidence":0.8076172,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.5700141787528992},{"word":"didn't","start":15.098875,"end":15.338875,"confidence":0.9980469,"punctuated_word":"didn't","sentiment":"negative","sentiment_score":-0.43827247619628906},{"word":"i","start":15.338875,"end":15.498875,"confidence":0.97265625,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.5288098454475403},{"word":"didn't","start":15.498875,"end":15.6588745,"confidence":0.9995117,"punctuated_word":"didn't","sentiment":"negative","sentiment_score":-0.4199819266796112},{"word":"end","start":15.6588745,"end":15.818874,"confidence":0.9970703,"punctuated_word":"end","sentiment":"negative","sentiment_score":-0.3620562255382538},{"word":"up","start":15.818874,"end":15.978874,"confidence":0.99902344,"punctuated_word":"up","sentiment":"negative","sentiment_score":-0.3572753071784973},{"word":"getting","start":15.978874,"end":16.218874,"confidence":1.0,"punctuated_word":"getting","sentiment":"negative","sentiment_score":-0.449521541595459},{"word":"a","start":16.218874,"end":16.298874,"confidence":0.80371094,"punctuated_word":"a","sentiment":"negative","sentiment_score":-0.36661073565483093},{"word":"response","start":16.298874,"end":16.798874,"confidence":0.9941406,"punctuated_word":"response.","sentiment":"negative","sentiment_score":-0.4001706838607788}],"paragraphs":{"transcript":"\nHi. My name is Amy. I had a message for an invoice that apparently is overdue, but I had got something a couple weeks ago, and I replied back to the email because I didn't I didn't end up getting a response.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.76,"end":4.26,"sentiment":"neutral","sentiment_score":0.0271401796489954},{"text":"My name is Amy.","start":4.48,"end":5.62,"sentiment":"neutral","sentiment_score":0.025782373268157244},{"text":"I had a message for an invoice that apparently is overdue, but I had got something a couple weeks ago, and I replied back to the email because I didn't I didn't end up getting a response.","start":5.92,"end":16.798874,"sentiment":"neutral","sentiment_score":-0.2651472041333044}],"sentiment":"neutral","sentiment_score":-0.2304804019097771,"num_words":42,"start":3.76,"end":16.798874}]}}]},{"alternatives":[{"transcript":"Hi. This is here at all accounts. How may I help you today? Oh, I'm so sorry to hear about that. But","confidence":0.99853516,"words":[{"word":"hi","start":0.88,"end":1.1999999,"confidence":0.9980469,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.30111807584762573},{"word":"this","start":1.1999999,"end":1.36,"confidence":1.0,"punctuated_word":"This","sentiment":"positive","sentiment_score":0.3680027723312378},{"word":"is","start":1.36,"end":1.52,"confidence":0.99902344,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.3227589726448059},{"word":"here","start":1.52,"end":1.76,"confidence":0.51708984,"punctuated_word":"here","sentiment":"positive","sentiment_score":0.33707666397094727},{"word":"at","start":1.76,"end":1.92,"confidence":0.79248047,"punctuated_word":"at","sentiment":"neutral","sentiment_score":0.2944961488246918},{"word":"all","start":1.92,"end":2.08,"confidence":0.68310547,"punctuated_word":"all","sentiment":"positive","sentiment_score":0.36522507667541504},{"word":"accounts","start":2.08,"end":2.56,"confidence":0.99853516,"punctuated_word":"accounts.","sentiment":"positive","sentiment_score":0.3711284101009369},{"word":"how","start":2.56,"end":2.6399999,"confidence":1.0,"punctuated_word":"How","sentiment":"positive","sentiment_score":0.5805701017379761},{"word":"may","start":2.6399999,"end":2.7599998,"confidence":1.0,"punctuated_word":"may","sentiment":"positive","sentiment_score":0.5398499369621277},{"word":"i","start":2.7599998,"end":2.8799999,"confidence":0.99121094,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.5430523157119751},{"word":"help","start":2.8799999,"end":3.12,"confidence":1.0,"punctuated_word":"help","sentiment":"positive","sentiment_score":0.515361487865448},{"word":"you","start":3.12,"end":3.28,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.5082919597625732},{"word":"today","start":3.28,"end":3.78,"confidence":1.0,"punctuated_word":"today?","sentiment":"positive","sentiment_score":0.4110172986984253},{"word":"oh","start":18.568874,"end":18.728874,"confidence":0.7453613,"punctuated_word":"Oh,","sentiment":"negative","sentiment_score":-0.5927101969718933},{"word":"i'm","start":18.728874,"end":18.888876,"confidence":0.99121094,"punctuated_word":"I'm","sentiment":"negative","sentiment_score":-0.619327187538147},{"word":"so","start":18.888876,"end":19.208876,"confidence":0.99609375,"punctuated_word":"so","sentiment":"negative","sentiment_score":-0.5921592116355896},{"word":"sorry","start":19.208876,"end":19.448875,"confidence":1.0,"punctuated_word":"sorry","sentiment":"negative","sentiment_score":-0.5637391209602356},{"word":"to","start":19.448875,"end":19.608875,"confidence":1.0,"punctuated_word":"to","sentiment":"negative","sentiment_score":-0.6614039540290833},{"word":"hear","start":19.608875,"end":19.848875,"confidence":1.0,"punctuated_word":"hear","sentiment":"negative","sentiment_score":-0.6640036106109619},{"word":"about","start":19.848875,"end":20.088875,"confidence":0.9941406,"punctuated_word":"about","sentiment":"negative","sentiment_score":-0.5920168161392212},{"word":"that","start":20.088875,"end":20.328875,"confidence":0.79663086,"punctuated_word":"that.","sentiment":"negative","sentiment_score":-0.6066172122955322},{"word":"but","start":20.328875,"end":20.663937,"confidence":0.8105469,"punctuated_word":"But","sentiment":"neutral","sentiment_score":-0.18618686497211456}],"paragraphs":{"transcript":"\nHi. This is here at all accounts. How may I help you today? Oh, I'm so sorry to hear about that. But","paragraphs":[{"sentences":[{"text":"Hi.","start":0.88,"end":1.1999999,"sentiment":"neutral","sentiment_score":0.30111807584762573},{"text":"This is here at all accounts.","start":1.1999999,"end":2.56,"sentiment":"positive","sentiment_score":0.3431146740913391},{"text":"How may I help you today?","start":2.56,"end":3.78,"sentiment":"positive","sentiment_score":0.5163571834564209},{"text":"Oh, I'm so sorry to hear about that.","start":18.568874,"end":20.328875,"sentiment":"negative","sentiment_score":-0.611497163772583},{"text":"But","start":20.328875,"end":20.663937,"sentiment":"neutral","sentiment_score":-0.18618686497211456}],"sentiment":"neutral","sentiment_score":0.01726295663551851,"num_words":22,"start":0.88,"end":20.663937}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hi. This is here at all accounts. How may I help you today?\n\nChannel 0: Hi. My name is Amy. I had a message for an invoice that apparently is overdue, but I had got something a couple weeks ago, and I replied back to the email because I didn't I didn't end up getting a response.\n\nChannel 1: Oh, I'm so sorry to hear about that. But","paragraphs":[{"sentences":[{"text":"Hi.","start":0.88,"end":1.1999999,"sentiment":"neutral","sentiment_score":0.30111807584762573},{"text":"This is here at all accounts.","start":1.1999999,"end":2.56,"sentiment":"positive","sentiment_score":0.3431146740913391},{"text":"How may I help you today?","start":2.56,"end":3.78,"sentiment":"positive","sentiment_score":0.5163571834564209}],"sentiment":"positive","sentiment_score":0.41984224777955276,"channel":1,"num_words":13,"start":0.88,"end":3.78},{"sentences":[{"text":"Hi.","start":3.76,"end":4.26,"sentiment":"neutral","sentiment_score":0.0271401796489954},{"text":"My name is Amy.","start":4.48,"end":5.62,"sentiment":"neutral","sentiment_score":0.025782373268157244},{"text":"I had a message for an invoice that apparently is overdue, but I had got something a couple weeks ago, and I replied back to the email because I didn't I didn't end up getting a response.","start":5.92,"end":16.798874,"sentiment":"neutral","sentiment_score":-0.2651472041333044}],"sentiment":"neutral","sentiment_score":-0.2304804019097771,"channel":0,"num_words":42,"start":3.76,"end":16.798874},{"sentences":[{"text":"Oh, I'm so sorry to hear about that.","start":18.568874,"end":20.328875,"sentiment":"negative","sentiment_score":-0.611497163772583},{"text":"But","start":20.328875,"end":20.663937,"sentiment":"neutral","sentiment_score":-0.18618686497211456}],"sentiment":"negative","sentiment_score":-0.5642404639058642,"channel":1,"num_words":9,"start":18.568874,"end":20.663937}]},"summary":{"result":"success","short":"The customer, Amy, calls about an overdue invoice and explains to the agent that she replied back to an email a couple of weeks ago without receiving a response. She apologizes for the misunderstanding."},"intents":{"segments":[{"text":"I had a message for an invoice that apparently is overdue, but I had got something a couple weeks ago, and I replied back to the email because I didn't I didn't end up getting a response.","start_word":18,"end_word":54,"intents":[{"intent":"Resolve invoice issue","confidence_score":0.18067794}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.30111807584762573},{"text":"This is here at all accounts. How may I help you today?","start_word":1,"end_word":12,"sentiment":"positive","sentiment_score":0.4242126345634461},{"text":"Hi. My name is Amy. I had a message for an invoice that apparently is overdue, but I had got something a couple weeks ago, and I replied back to the email because I didn't I didn't end up getting a response.","start_word":13,"end_word":54,"sentiment":"neutral","sentiment_score":-0.23031122982501984},{"text":"Oh, I'm so sorry to hear about that. But","start_word":55,"end_word":63,"sentiment":"negative","sentiment_score":-0.5913740396499634}],"average":{"sentiment":"neutral","sentiment_score":-0.1652244343477137}}}}