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you.","start":538.26,"end":538.9,"sentiment":"positive","sentiment_score":0.3775019198656082},{"text":"Thank you, Dennis.","start":538.9,"end":539.78,"sentiment":"positive","sentiment_score":0.4548737307389577},{"text":"Thank you for assistance, ma'am.","start":539.78,"end":541.32,"sentiment":"positive","sentiment_score":0.4882472515106201},{"text":"Yeah.","start":544.74005,"end":544.9,"sentiment":"neutral","sentiment_score":0.09763848781585692},{"text":"Sure.","start":544.9,"end":545.4,"sentiment":"neutral","sentiment_score":-0.07439910620450974}],"sentiment":"positive","sentiment_score":0.38200838925937813,"num_words":12,"start":538.26,"end":545.4}]}}]},{"alternatives":[{"transcript":"Micro. Please stop and listen to this entire message as our menu options have changed. For returns and inquiries, say returns or inquiries or press 1. For shipment and tracking, say shipment or tracking or press 2. For cloud marketplace, say cloud or press 3. To hear these options again, press 9. Please be advised that this call may be monitored or recorded for quality, training, and compliance purposes. By continuing, you consent to this recording. To opt out, please press 1 now. You are the first caller in the queue. Please wait for the next available representative. Your call is important to us. Please remain on the line, and your call will be answered by the next available representative. Thank you for calling Ace My Co. This is Charles with shipping and tracking. How can I help? Doing good. Thank you for asking. And you? Mhmm. Oh, gotcha. Gotcha. Let's take a look at the order first. Can you give me the order number so I could look it up? The PO number would work. Yes. Go ahead, please. Mhmm. 81855. Is that right? Okay. Give me one quick second. I've got a couple matches with this PO. And I'm sorry. What's the name of the account that you have with us? Oh, you have it. That's perfect. Sorry. Give me one second then. 401586. There we go. That's perfect. Techcom Systems. Wanted to change the address for delivery. Okay. So the good thing is the shipment has not been fulfilled just yet, so we should be able to change it. We are gonna have to change it through our sales team, though. So I will have to put you on hold for a couple of quick minutes. I will get in touch with them. I'll pass them the information. I'll connect you over for confirmation. Okay? Thank you. And I'm so sorry. Can I also have your first name again? Didn't quite catch it at first. Ross. Thank you, Ross. Stay on the line, please. I'll get back to you. Hang on. Hello, Russ. Good afternoon. Hi. Good afternoon. I'm good, Ross. I heard that you need to change the the leave address. Is that correct? It's the purchase order, the number is 81855. This is a Verbatim portable money monitor. Is that correct? Yes. Okay. Since you want requesting to change amend the shipping address, you can send your request to our sales team. I'll put on hold to ensure that your order is not dispatched. Since the I I as per checking this, we don't have stocks on hand. But for to ensure that the address will be amend, I'll put on hold. But you can send the request through email because we do not accept amendment through phone call. Okay? My I'll I'll be hold your order and yep. Yeah. Yeah. Just hold on. Just hang on. And yep. Yep. I'll send an an email that we have a conversation that so you can response. Can I have your email address? Let me check-in your directory. Uh-huh. Just hold on. Hang on. Hang on. Again, can I have your email address? Okay. Is is that sales@technosystem.com.au? At techom system. Yeah. Yep. Sales@techomsystem.com.au. And can I have your name, sir? It's Ross, r o s s? Okay, Ross. Please expect my email that you want to change your your other shipping address. Yeah. Just let me just wait for my email. Okay. Okay. K. No no worries. My name is Dennis. Okay. Thank you for calling Ingram, and have a nice day, 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Please stop and listen to this entire message as our menu options have changed. For returns and inquiries, say returns or inquiries or press 1. For shipment and tracking, say shipment or tracking or press 2. For cloud marketplace, say cloud or press 3.\n\nTo hear these options again, press 9. Please be advised that this call may be monitored or recorded for quality, training, and compliance purposes. By continuing, you consent to this recording. To opt out, please press 1 now. You are the first caller in the queue.\n\nPlease wait for the next available representative. Your call is important to us. Please remain on the line, and your call will be answered by the next available representative. Thank you for calling Ace My Co. This is Charles with shipping and tracking.\n\nHow can I help? Doing good. Thank you for asking. And you? Mhmm.\n\nOh, gotcha. Gotcha. Let's take a look at the order first. Can you give me the order number so I could look it up? The PO number would work.\n\nYes. Go ahead, please. Mhmm. 81855. Is that right?\n\nOkay. Give me one quick second. I've got a couple matches with this PO. And I'm sorry. What's the name of the account that you have with us?\n\nOh, you have it. That's perfect. Sorry. Give me one second then. 401586.\n\nThere we go. That's perfect. Techcom Systems. Wanted to change the address for delivery. Okay.\n\nSo the good thing is the shipment has not been fulfilled just yet, so we should be able to change it. We are gonna have to change it through our sales team, though. So I will have to put you on hold for a couple of quick minutes. I will get in touch with them. I'll pass them the information.\n\nI'll connect you over for confirmation. Okay? Thank you. And I'm so sorry. Can I also have your first name again?\n\nDidn't quite catch it at first. Ross. Thank you, Ross. Stay on the line, please. I'll get back to you.\n\nHang on. Hello, Russ. Good afternoon. Hi. Good afternoon.\n\nI'm good, Ross. I heard that you need to change the the leave address. Is that correct? It's the purchase order, the number is 81855. This is a Verbatim portable money monitor.\n\nIs that correct? Yes. Okay. Since you want requesting to change amend the shipping address, you can send your request to our sales team. I'll put on hold to ensure that your order is not dispatched.\n\nSince the I I as per checking this, we don't have stocks on hand. But for to ensure that the address will be amend, I'll put on hold. But you can send the request through email because we do not accept amendment through phone call. Okay? My I'll I'll be hold your order and yep.\n\nYeah. Yeah. Just hold on. Just hang on. And yep.\n\nYep. I'll send an an email that we have a conversation that so you can response. Can I have your email address? Let me check-in your directory. Uh-huh.\n\nJust hold on. Hang on. Hang on. Again, can I have your email address? Okay.\n\nIs is that sales@technosystem.com.au? At techom system. Yeah. Yep. Sales@techomsystem.com.au.\n\nAnd can I have your name, sir? It's Ross, r o s s? Okay, Ross. Please expect my email that you want to change your your other shipping address. Yeah.\n\nJust let me just wait for my email. Okay. Okay. K. No no worries.\n\nMy name is Dennis. Okay. Thank you for calling Ingram, and have a nice day, Russ.","paragraphs":[{"sentences":[{"text":"Micro.","start":0.48,"end":0.98,"sentiment":"neutral","sentiment_score":-0.0087799783796072},{"text":"Please stop and listen to this entire message as our menu options have changed.","start":1.1999999,"end":4.98,"sentiment":"neutral","sentiment_score":-0.037807738807584555},{"text":"For returns and inquiries, say returns or inquiries or press 1.","start":5.7599998,"end":9.599999,"sentiment":"neutral","sentiment_score":-0.006721729370342059},{"text":"For shipment and tracking, say shipment or tracking or press 2.","start":9.599999,"end":12.96,"sentiment":"neutral","sentiment_score":-0.003043939359486103},{"text":"For cloud marketplace, say cloud or press 3.","start":12.96,"end":15.86,"sentiment":"neutral","sentiment_score":-0.001923777861520648}],"sentiment":"neutral","sentiment_score":-0.0146866866801348,"num_words":45,"start":0.48,"end":15.86},{"sentences":[{"text":"To hear these options again, press 9.","start":16.025,"end":18.285,"sentiment":"neutral","sentiment_score":-0.009559845418802329},{"text":"Please be advised that this call may be monitored or recorded for quality, training, and compliance purposes.","start":20.185,"end":25.884998,"sentiment":"neutral","sentiment_score":-0.09213875365607879},{"text":"By continuing, you consent to this recording.","start":26.744999,"end":29.244999,"sentiment":"neutral","sentiment_score":-0.07560048837746892},{"text":"To opt out, please press 1 now.","start":29.625,"end":31.884998,"sentiment":"neutral","sentiment_score":-0.06677827132599694},{"text":"You are the first caller in the queue.","start":37.04,"end":38.88,"sentiment":"neutral","sentiment_score":-0.03798577655106783}],"sentiment":"neutral","sentiment_score":-0.06377859261777738,"num_words":46,"start":16.025,"end":38.88},{"sentences":[{"text":"Please wait for the next available representative.","start":38.88,"end":40.82,"sentiment":"neutral","sentiment_score":-0.09130307606288365},{"text":"Your call is important to us.","start":42.0,"end":43.68,"sentiment":"neutral","sentiment_score":-0.156089981396993},{"text":"Please remain on the line, and your call will be answered by the next available representative.","start":43.68,"end":47.62,"sentiment":"neutral","sentiment_score":-0.10628463234752417},{"text":"Thank you for calling Ace My Co.","start":51.095,"end":52.775,"sentiment":"neutral","sentiment_score":0.28316440113953184},{"text":"This is Charles with shipping and tracking.","start":52.775,"end":54.775,"sentiment":"neutral","sentiment_score":0.2771062361342566}],"sentiment":"neutral","sentiment_score":0.015015788896139278,"num_words":43,"start":38.88,"end":54.775},{"sentences":[{"text":"How can I help?","start":54.775,"end":55.675,"sentiment":"neutral","sentiment_score":0.23195131123065948},{"text":"Doing good.","start":61.41,"end":61.89,"sentiment":"positive","sentiment_score":0.41753214597702026},{"text":"Thank you for asking.","start":61.89,"end":62.690002,"sentiment":"positive","sentiment_score":0.44744808971881866},{"text":"And you?","start":62.690002,"end":63.43,"sentiment":"neutral","sentiment_score":0.22063568234443665},{"text":"Mhmm.","start":73.25,"end":73.75,"sentiment":"neutral","sentiment_score":-0.06385534256696701}],"sentiment":"neutral","sentiment_score":0.3023136859902969,"num_words":13,"start":54.775,"end":73.75},{"sentences":[{"text":"Oh, gotcha.","start":82.455,"end":83.035,"sentiment":"neutral","sentiment_score":-0.10963963717222214},{"text":"Gotcha.","start":84.455,"end":84.955,"sentiment":"neutral","sentiment_score":-0.03027839958667755},{"text":"Let's take a look at the order first.","start":85.095,"end":87.09,"sentiment":"neutral","sentiment_score":-0.00415300321765244},{"text":"Can you give me the order number so I could look it up?","start":87.25,"end":90.78999,"sentiment":"neutral","sentiment_score":-0.006464375469547052},{"text":"The PO number would work.","start":95.329994,"end":96.53,"sentiment":"neutral","sentiment_score":0.00548937264829874}],"sentiment":"neutral","sentiment_score":-0.011702473018446872,"num_words":29,"start":82.455,"end":96.53},{"sentences":[{"text":"Yes.","start":96.53,"end":96.85,"sentiment":"neutral","sentiment_score":0.030775442719459537},{"text":"Go ahead, please.","start":96.85,"end":97.909996,"sentiment":"neutral","sentiment_score":0.029770837475856144},{"text":"Mhmm.","start":100.45,"end":100.95,"sentiment":"neutral","sentiment_score":0.0024283858947455883},{"text":"81855.","start":104.335,"end":106.495,"sentiment":"neutral","sentiment_score":0.00468310946598649},{"text":"Is that right?","start":106.495,"end":107.315,"sentiment":"neutral","sentiment_score":0.016237540480991203}],"sentiment":"neutral","sentiment_score":0.01954578577230374,"num_words":9,"start":96.53,"end":107.315},{"sentences":[{"text":"Okay.","start":109.775,"end":110.275,"sentiment":"neutral","sentiment_score":0.0036891791969537735},{"text":"Give me one quick second.","start":110.735,"end":112.895004,"sentiment":"neutral","sentiment_score":-0.012859736010432244},{"text":"I've got a couple matches with this PO.","start":112.895004,"end":115.060005,"sentiment":"neutral","sentiment_score":-0.053972926922142506},{"text":"And I'm sorry.","start":115.060005,"end":115.78001,"sentiment":"neutral","sentiment_score":-0.09976348529259364},{"text":"What's the name of the account that you have with us?","start":115.78001,"end":118.76,"sentiment":"neutral","sentiment_score":-0.05580032176592133}],"sentiment":"neutral","sentiment_score":-0.050195961126259396,"num_words":28,"start":109.775,"end":118.76},{"sentences":[{"text":"Oh, you have it.","start":127.14,"end":128.1,"sentiment":"positive","sentiment_score":0.3450445830821991},{"text":"That's perfect.","start":128.1,"end":128.925,"sentiment":"positive","sentiment_score":0.6225543022155762},{"text":"Sorry.","start":128.925,"end":129.425,"sentiment":"neutral","sentiment_score":0.04887377843260765},{"text":"Give me one second then.","start":129.485,"end":131.18501,"sentiment":"neutral","sentiment_score":-0.023607392981648444},{"text":"401586.","start":136.125,"end":138.785,"sentiment":"neutral","sentiment_score":0.02011264860630035}],"sentiment":"neutral","sentiment_score":0.1981720306838934,"num_words":13,"start":127.14,"end":138.785},{"sentences":[{"text":"There we go.","start":139.16501,"end":139.725,"sentiment":"neutral","sentiment_score":0.10846901933352153},{"text":"That's perfect.","start":139.725,"end":140.705,"sentiment":"positive","sentiment_score":0.44567540287971497},{"text":"Techcom Systems.","start":141.485,"end":142.54501,"sentiment":"neutral","sentiment_score":0.11291209608316422},{"text":"Wanted to change the address for delivery.","start":143.81,"end":146.69,"sentiment":"neutral","sentiment_score":-0.00004895497113466263},{"text":"Okay.","start":146.69,"end":147.09,"sentiment":"neutral","sentiment_score":0.03606032580137253}],"sentiment":"neutral","sentiment_score":0.09855331312865019,"num_words":15,"start":139.16501,"end":147.09},{"sentences":[{"text":"So the good thing is the shipment has not been fulfilled just yet, so we should be able to change it.","start":147.09,"end":153.01001,"sentiment":"neutral","sentiment_score":0.12363330948920477},{"text":"We are gonna have to change it through our sales team, though.","start":153.01001,"end":156.075,"sentiment":"neutral","sentiment_score":-0.04631110870589813},{"text":"So I will have to put you on hold for a couple of quick minutes.","start":156.315,"end":159.375,"sentiment":"neutral","sentiment_score":0.015109295397996903},{"text":"I will get in touch with them.","start":159.595,"end":161.11499,"sentiment":"neutral","sentiment_score":0.056806523885045736},{"text":"I'll pass them the information.","start":161.11499,"end":162.47499,"sentiment":"neutral","sentiment_score":0.07826758921146393}],"sentiment":"neutral","sentiment_score":0.05093648731708526,"num_words":60,"start":147.09,"end":162.47499},{"sentences":[{"text":"I'll connect you over for confirmation.","start":162.47499,"end":164.25499,"sentiment":"neutral","sentiment_score":0.09068713585535686},{"text":"Okay?","start":164.39499,"end":164.89499,"sentiment":"neutral","sentiment_score":0.10371266305446623},{"text":"Thank you.","start":167.75499,"end":168.495,"sentiment":"neutral","sentiment_score":0.2872382253408432},{"text":"And I'm so sorry.","start":168.57,"end":169.37001,"sentiment":"neutral","sentiment_score":-0.01890442310832441},{"text":"Can I also have your first name again?","start":169.37001,"end":171.21,"sentiment":"neutral","sentiment_score":-0.024909951956942677}],"sentiment":"neutral","sentiment_score":0.045114981941878796,"num_words":21,"start":162.47499,"end":171.21},{"sentences":[{"text":"Didn't quite catch it at first.","start":171.21,"end":172.91,"sentiment":"neutral","sentiment_score":-0.08097333647310734},{"text":"Ross.","start":175.05,"end":175.55,"sentiment":"neutral","sentiment_score":0.011928718537092209},{"text":"Thank you, Ross.","start":175.61,"end":176.25,"sentiment":"neutral","sentiment_score":0.08557247867186864},{"text":"Stay on the line, please.","start":176.25,"end":177.29001,"sentiment":"neutral","sentiment_score":0.048012484610080716},{"text":"I'll get back to you.","start":177.29001,"end":178.25,"sentiment":"neutral","sentiment_score":0.03720879703760147}],"sentiment":"neutral","sentiment_score":0.010445627197623254,"num_words":20,"start":171.21,"end":178.25},{"sentences":[{"text":"Hang on.","start":178.25,"end":178.99,"sentiment":"neutral","sentiment_score":0.017205562442541122},{"text":"Hello, Russ.","start":345.22,"end":346.12,"sentiment":"neutral","sentiment_score":0.05217305198311806},{"text":"Good afternoon.","start":346.34,"end":347.0,"sentiment":"neutral","sentiment_score":0.1196088045835495},{"text":"Hi.","start":351.95502,"end":352.195,"sentiment":"neutral","sentiment_score":0.08072763681411743},{"text":"Good afternoon.","start":352.195,"end":352.855,"sentiment":"neutral","sentiment_score":0.11664598435163498}],"sentiment":"neutral","sentiment_score":0.07688827150397831,"num_words":9,"start":178.25,"end":352.855},{"sentences":[{"text":"I'm good, Ross.","start":362.21,"end":363.11002,"sentiment":"neutral","sentiment_score":0.14666308959325156},{"text":"I heard that you need to change the the leave address.","start":363.49,"end":367.25,"sentiment":"neutral","sentiment_score":0.0304259080439806},{"text":"Is that correct?","start":367.25,"end":367.99,"sentiment":"neutral","sentiment_score":0.04076867798964182},{"text":"It's the purchase order, the number is 81855.","start":371.65,"end":375.51,"sentiment":"neutral","sentiment_score":0.02983748959377408},{"text":"This is a Verbatim portable money monitor.","start":375.73,"end":380.44498,"sentiment":"neutral","sentiment_score":0.03846120860959802}],"sentiment":"neutral","sentiment_score":0.04390339588280767,"num_words":32,"start":362.21,"end":380.44498},{"sentences":[{"text":"Is that correct?","start":380.505,"end":381.305,"sentiment":"neutral","sentiment_score":0.03255941656728586},{"text":"Yes.","start":381.305,"end":381.805,"sentiment":"neutral","sentiment_score":0.02036404237151146},{"text":"Okay.","start":383.22498,"end":383.72498,"sentiment":"neutral","sentiment_score":0.024264559149742126},{"text":"Since you want requesting to change amend the shipping address, you can send your request to our sales team.","start":384.66498,"end":392.87,"sentiment":"neutral","sentiment_score":-0.028770228945895246},{"text":"I'll put on hold to ensure that your order is not dispatched.","start":392.87,"end":399.11,"sentiment":"neutral","sentiment_score":-0.09401584602892399}],"sentiment":"neutral","sentiment_score":-0.04256993475266629,"num_words":36,"start":380.505,"end":399.11},{"sentences":[{"text":"Since the I I as per checking this, we don't have stocks on hand.","start":399.11,"end":404.62997,"sentiment":"neutral","sentiment_score":-0.17501904602561677},{"text":"But for to ensure that the address will be amend, I'll put on hold.","start":404.62997,"end":412.46503,"sentiment":"neutral","sentiment_score":-0.1560365323509489},{"text":"But you can send the request through email because we do not accept amendment through phone call.","start":412.46503,"end":422.25998,"sentiment":"neutral","sentiment_score":-0.23547259981141372},{"text":"Okay?","start":423.19998,"end":423.69998,"sentiment":"neutral","sentiment_score":-0.05706280842423439},{"text":"My I'll I'll be hold your order and yep.","start":425.36,"end":433.53998,"sentiment":"neutral","sentiment_score":-0.016933126892480586}],"sentiment":"neutral","sentiment_score":-0.16085951353677294,"num_words":55,"start":399.11,"end":433.53998},{"sentences":[{"text":"Yeah.","start":433.935,"end":434.095,"sentiment":"neutral","sentiment_score":0.02359423041343689},{"text":"Yeah.","start":434.095,"end":434.415,"sentiment":"neutral","sentiment_score":0.020077036693692207},{"text":"Just hold on.","start":434.415,"end":435.39502,"sentiment":"neutral","sentiment_score":-0.0037380127857128778},{"text":"Just hang on.","start":435.45502,"end":436.495,"sentiment":"neutral","sentiment_score":-0.014840438961982727},{"text":"And yep.","start":436.495,"end":440.915,"sentiment":"neutral","sentiment_score":0.0066943238489329815}],"sentiment":"neutral","sentiment_score":0.0001324559561908245,"num_words":10,"start":433.935,"end":440.915},{"sentences":[{"text":"Yep.","start":441.215,"end":441.715,"sentiment":"neutral","sentiment_score":0.07050231099128723},{"text":"I'll send an an email that we have a conversation that so you can response.","start":442.89502,"end":448.25,"sentiment":"neutral","sentiment_score":0.07043171649177869},{"text":"Can I have your email address?","start":448.55002,"end":450.17,"sentiment":"neutral","sentiment_score":0.024111897063752014},{"text":"Let me check-in your directory.","start":458.965,"end":460.745,"sentiment":"neutral","sentiment_score":0.0029023220762610436},{"text":"Uh-huh.","start":461.285,"end":461.785,"sentiment":"neutral","sentiment_score":0.0008731808629818261}],"sentiment":"neutral","sentiment_score":0.04596550828552738,"num_words":28,"start":441.215,"end":461.785},{"sentences":[{"text":"Just hold on.","start":463.525,"end":464.66498,"sentiment":"neutral","sentiment_score":-0.006024869469304879},{"text":"Hang on.","start":466.245,"end":467.04498,"sentiment":"neutral","sentiment_score":-0.008612493053078651},{"text":"Hang on.","start":467.04498,"end":467.705,"sentiment":"neutral","sentiment_score":-0.0040785446763038635},{"text":"Again, can I have your email address?","start":480.13998,"end":481.92,"sentiment":"neutral","sentiment_score":0.006408878934702703},{"text":"Okay.","start":487.015,"end":487.515,"sentiment":"neutral","sentiment_score":0.01456443965435028}],"sentiment":"neutral","sentiment_score":0.0010646605553726355,"num_words":15,"start":463.525,"end":487.515},{"sentences":[{"text":"Is is that sales@technosystem.com.au?","start":487.73502,"end":491.11502,"sentiment":"neutral","sentiment_score":0.009519592393189669},{"text":"At techom system.","start":493.815,"end":494.95502,"sentiment":"neutral","sentiment_score":0.0027436167001724243},{"text":"Yeah.","start":495.575,"end":496.075,"sentiment":"neutral","sentiment_score":0.020960144698619843},{"text":"Yep.","start":496.375,"end":496.875,"sentiment":"neutral","sentiment_score":0.022557295858860016},{"text":"Sales@techomsystem.com.au.","start":497.575,"end":500.67,"sentiment":"neutral","sentiment_score":0.015981290489435196}],"sentiment":"neutral","sentiment_score":0.0105807950720191,"num_words":10,"start":487.73502,"end":500.67},{"sentences":[{"text":"And can I have your name, sir?","start":500.99002,"end":502.51,"sentiment":"neutral","sentiment_score":0.007600105500647},{"text":"It's Ross, r o s s?","start":502.51,"end":507.25,"sentiment":"neutral","sentiment_score":0.004727867354328434},{"text":"Okay, Ross.","start":510.51,"end":511.41,"sentiment":"neutral","sentiment_score":0.006074527278542519},{"text":"Please expect my email that you want to change your your other shipping address.","start":512.11,"end":519.015,"sentiment":"neutral","sentiment_score":-0.06543418685240406},{"text":"Yeah.","start":520.275,"end":520.775,"sentiment":"neutral","sentiment_score":0.004239141941070557}],"sentiment":"neutral","sentiment_score":-0.027270749226833382,"num_words":30,"start":500.99002,"end":520.775},{"sentences":[{"text":"Just let me just wait for my email.","start":521.555,"end":524.455,"sentiment":"neutral","sentiment_score":-0.0004448280669748783},{"text":"Okay.","start":530.275,"end":530.775,"sentiment":"neutral","sentiment_score":0.04937270283699035},{"text":"Okay.","start":531.41003,"end":531.91003,"sentiment":"neutral","sentiment_score":0.04180503636598587},{"text":"K.","start":532.13,"end":532.37,"sentiment":"neutral","sentiment_score":0.05317062884569168},{"text":"No no worries.","start":532.37,"end":533.19,"sentiment":"neutral","sentiment_score":0.1634482592344284}],"sentiment":"neutral","sentiment_score":0.04508103722972529,"num_words":14,"start":521.555,"end":533.19},{"sentences":[{"text":"My name is Dennis.","start":535.41003,"end":536.55005,"sentiment":"neutral","sentiment_score":0.13440836779773235},{"text":"Okay.","start":540.21,"end":540.71,"sentiment":"positive","sentiment_score":0.42691266536712646},{"text":"Thank you for calling Ingram, and have a nice day, Russ.","start":541.0049,"end":543.8249,"sentiment":"positive","sentiment_score":0.6565262946215543}],"sentiment":"positive","sentiment_score":0.5116459610871971,"num_words":16,"start":535.41003,"end":543.8249}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Micro. Please stop and listen to this entire message as our menu options have changed. For returns and inquiries, say returns or inquiries or press 1. For shipment and tracking, say shipment or tracking or press 2. For cloud marketplace, say cloud or press 3.\n\nTo hear these options again, press 9. Please be advised that this call may be monitored or recorded for quality, training, and compliance purposes. By continuing, you consent to this recording. To opt out, please press 1 now. You are the first caller in the queue.\n\nPlease wait for the next available representative. Your call is important to us. Please remain on the line, and your call will be answered by the next available representative. Thank you for calling Ace My Co. This is Charles with shipping and tracking.\n\nHow can I help?\n\nChannel 0: Hey. Good afternoon, mate. This is Ross with Tech Home. How are you?\n\nChannel 1: Doing good. Thank you for asking. And you?\n\nChannel 0: Okay. Doing good. Really well, buddy. Actually, mate, I just got one query. I just now placed an order for a monitor,\n\nChannel 1: Mhmm.\n\nChannel 0: and by mistake, I have inserted a wrong address. So I just wanted to change the address where the monitor\n\nChannel 1: Oh,\n\nChannel 0: needs\n\nChannel 1: gotcha.\n\nChannel 0: to be delivered.\n\nChannel 1: Gotcha. Let's take a look at the order first. Can you give me the order number so I could look it up?\n\nChannel 0: I have PO number. PO number would work?\n\nChannel 1: The PO number would work. Yes. Go ahead, please.\n\nChannel 0: 81\n\nChannel 1: Mhmm.\n\nChannel 0: 855.\n\nChannel 1: 81855. Is that right?\n\nChannel 0: Yep.\n\nChannel 1: Okay. Give me one quick second. I've got a couple matches with this PO. And I'm sorry. What's the name of the account that you have with us?\n\nChannel 0: Take home account number is 401586.\n\nChannel 1: Oh, you have it. That's perfect. Sorry. Give me one second then. 401586.\n\nThere we go. That's perfect. Techcom Systems.\n\nChannel 0: K.\n\nChannel 1: Wanted to change the address for delivery. Okay. So the good thing is the shipment has not been fulfilled just yet, so we should be able to change it. We are gonna have to change it through our sales team, though. So I will have to put you on hold for a couple of quick minutes.\n\nI will get in touch with them. I'll pass them the information. I'll connect you over for confirmation. Okay?\n\nChannel 0: Would appreciate, ma'am. Thank you so much.\n\nChannel 1: Thank you. And I'm so sorry. Can I also have your first name again? Didn't quite catch it at first.\n\nChannel 0: Ross.\n\nChannel 1: Ross. Thank you,\n\nChannel 0: Hi.\n\nChannel 1: Ross. Stay on the line, please. I'll get back to you. Hang on. Hello, Russ.\n\nGood afternoon. Hi. Good afternoon.\n\nChannel 0: Good afternoon, miss. Good afternoon. This is Ross here. How are you?\n\nChannel 1: I'm good, Ross. I heard that you need to change the the leave address. Is that correct?\n\nChannel 0: Yes.\n\nChannel 1: It's the purchase order, the number is 81855. This is a Verbatim portable money\n\nChannel 0: Yep.\n\nChannel 1: monitor.\n\nChannel 0: Webex Inc.\n\nChannel 1: Is that\n\nChannel 0: Portable\n\nChannel 1: correct? Yes.\n\nChannel 0: monitor. Correct. Yep.\n\nChannel 1: Okay. Since you want requesting to change amend the shipping address, you can send your request to our sales team. I'll put on hold to ensure that your order is not dispatched. Since the I I as per checking this, we don't have stocks on hand. But for to ensure that the address will be amend, I'll put on hold.\n\nBut you can send the request through email because we do not accept amendment through phone call. Okay?\n\nChannel 0: Okay.\n\nChannel 1: My I'll I'll be hold your order and yep. Yeah. Yeah. Just hold on. Just hang on.\n\nAnd yep. Yep. I'll send an an email that we have a conversation that so you can response. Can I have your email address?\n\nChannel 0: Sales@techconsistent.com.eu.\n\nChannel 1: Let me check-in your directory. Uh-huh. Just hold on. Hang on. Hang on.\n\nAgain, can I have your email address?\n\nChannel 0: Sales. Sales with Edge.\n\nChannel 1: Okay. Is is that sales@technosystem.com.au?\n\nChannel 0: Techom system, t e\n\nChannel 1: At\n\nChannel 0: c h\n\nChannel 1: techom\n\nChannel 0: o\n\nChannel 1: system.\n\nChannel 0: m.\n\nChannel 1: Yeah. Yep. Sales@techomsystem.com.au. And can I have\n\nChannel 0: Hey.\n\nChannel 1: your name, sir? It's Ross, r o s s?\n\nChannel 0: Yep.\n\nChannel 1: Okay, Ross. Please expect my email that you want to change your your other shipping address. Yeah. Just let me\n\nChannel 0: Yeah.\n\nChannel 1: just\n\nChannel 0: I'll respond to\n\nChannel 1: wait\n\nChannel 0: your\n\nChannel 1: for\n\nChannel 0: email.\n\nChannel 1: my\n\nChannel 0: I'll\n\nChannel 1: email.\n\nChannel 0: mention the address. Yep. I'll mention the delivery address as well in the email.\n\nChannel 1: Okay.\n\nChannel 0: Alright?\n\nChannel 1: Okay. K.\n\nChannel 0: Alright.\n\nChannel 1: No no worries.\n\nChannel 0: And what's a good name, buddy?\n\nChannel 1: My name is Dennis.\n\nChannel 0: Thank you. Thank you, Dennis. Thank you for\n\nChannel 1: Okay.\n\nChannel 0: assistance, ma'am.\n\nChannel 1: Thank you for calling Ingram, and have a nice day, Russ.\n\nChannel 0: Yeah. Sure.","paragraphs":[{"sentences":[{"text":"Micro.","start":0.48,"end":0.98,"sentiment":"neutral","sentiment_score":-0.0087799783796072},{"text":"Please stop and listen to this entire message as our menu options have changed.","start":1.1999999,"end":4.98,"sentiment":"neutral","sentiment_score":-0.037807738807584555},{"text":"For returns and inquiries, say returns or inquiries or press 1.","start":5.7599998,"end":9.599999,"sentiment":"neutral","sentiment_score":-0.006721729370342059},{"text":"For shipment and tracking, say shipment or tracking or press 2.","start":9.599999,"end":12.96,"sentiment":"neutral","sentiment_score":-0.003043939359486103},{"text":"For cloud marketplace, say cloud or press 3.","start":12.96,"end":15.86,"sentiment":"neutral","sentiment_score":-0.001923777861520648}],"sentiment":"neutral","sentiment_score":-0.0146866866801348,"channel":1,"num_words":45,"start":0.48,"end":15.86},{"sentences":[{"text":"To hear these options again, press 9.","start":16.025,"end":18.285,"sentiment":"neutral","sentiment_score":-0.009559845418802329},{"text":"Please be advised that this call may be monitored or recorded for quality, training, and compliance purposes.","start":20.185,"end":25.884998,"sentiment":"neutral","sentiment_score":-0.09213875365607879},{"text":"By continuing, you consent to this recording.","start":26.744999,"end":29.244999,"sentiment":"neutral","sentiment_score":-0.07560048837746892},{"text":"To opt out, please press 1 now.","start":29.625,"end":31.884998,"sentiment":"neutral","sentiment_score":-0.06677827132599694},{"text":"You are the first caller in the queue.","start":37.04,"end":38.88,"sentiment":"neutral","sentiment_score":-0.03798577655106783}],"sentiment":"neutral","sentiment_score":-0.06377859261777738,"channel":1,"num_words":46,"start":16.025,"end":38.88},{"sentences":[{"text":"Please wait for the next available representative.","start":38.88,"end":40.82,"sentiment":"neutral","sentiment_score":-0.09130307606288365},{"text":"Your call is important to us.","start":42.0,"end":43.68,"sentiment":"neutral","sentiment_score":-0.156089981396993},{"text":"Please remain on the line, and your call will be answered by the next available representative.","start":43.68,"end":47.62,"sentiment":"neutral","sentiment_score":-0.10628463234752417},{"text":"Thank you for calling Ace My Co.","start":51.095,"end":52.775,"sentiment":"neutral","sentiment_score":0.28316440113953184},{"text":"This is Charles with shipping and tracking.","start":52.775,"end":54.775,"sentiment":"neutral","sentiment_score":0.2771062361342566}],"sentiment":"neutral","sentiment_score":0.015015788896139278,"channel":1,"num_words":43,"start":38.88,"end":54.775},{"sentences":[{"text":"How can I 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your first name again?","start":169.37001,"end":171.21,"sentiment":"neutral","sentiment_score":-0.024909951956942677},{"text":"Didn't quite catch it at first.","start":171.21,"end":172.91,"sentiment":"neutral","sentiment_score":-0.08097333647310734}],"sentiment":"neutral","sentiment_score":-0.009313043812289834,"channel":1,"num_words":20,"start":167.75499,"end":172.91},{"sentences":[{"text":"Ross.","start":173.72,"end":174.22,"sentiment":"neutral","sentiment_score":0.002243265975266695}],"sentiment":"neutral","sentiment_score":0.002243265975266695,"channel":0,"num_words":1,"start":173.72,"end":174.22},{"sentences":[{"text":"Ross.","start":175.05,"end":175.55,"sentiment":"neutral","sentiment_score":0.011928718537092209},{"text":"Thank 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Charles had trouble finding the order but eventually found it and put the customer on hold to change the address. Charles also informed the customer that they would need to update the delivery address through their sales team and that he would email the customer to confirm the change."},"intents":{"segments":[{"text":"Actually, mate, I just got one query. I just now placed an order for a monitor, Mhmm. and by mistake, I have inserted a wrong address. So I just wanted to change the address where the monitor Oh, needs gotcha.","start_word":165,"end_word":204,"intents":[{"intent":"Change address","confidence_score":0.3761255}]},{"text":"Can you give me the order number so I could look it up? I have PO number.","start_word":217,"end_word":233,"intents":[{"intent":"Retrieve order information","confidence_score":0.0023744146}]},{"text":"Wanted to change the address for delivery. Okay.","start_word":310,"end_word":317,"intents":[{"intent":"Change address","confidence_score":0.5244926}]},{"text":"So the good thing is the shipment has not been fulfilled just yet, so we should be able to change it. We are gonna have to change it through our sales team, though. So I will have to put you on hold for a couple of quick minutes. I will get in touch with them. I'll pass them the information. I'll connect you over for confirmation. Okay?","start_word":318,"end_word":384,"intents":[{"intent":"Confirm delivery status","confidence_score":0.033536445}]},{"text":"Can I also have your first name again?","start_word":398,"end_word":405,"intents":[{"intent":"Obtain customer information","confidence_score":0.0035586415}]}]},"sentiments":{"segments":[{"text":"Micro. Please stop and listen to this entire message as our menu options have changed. For returns and inquiries, say returns or inquiries or press 1. For shipment and tracking, say shipment or tracking or press 2. For cloud marketplace, say cloud or press 3. To hear these options again, press 9. Please be advised that this call may be monitored or recorded for quality, training, and compliance purposes. By continuing, you consent to this recording. To opt out, please press 1 now. You are the first caller in the queue. Please wait for the next available representative. Your call is important to us. Please remain on the line, and your call will be answered by the next available representative. Thank you for calling Ace My Co. This is Charles with shipping and tracking. How can I help? Hey. Good afternoon, mate. This is Ross with Tech Home. How are you?","start_word":0,"end_word":150,"sentiment":"neutral","sentiment_score":0.009226705878973007},{"text":"Doing good. Thank you for asking.","start_word":151,"end_word":156,"sentiment":"positive","sentiment_score":0.4363741278648377},{"text":"And you? Okay.","start_word":157,"end_word":159,"sentiment":"neutral","sentiment_score":0.2237856388092041},{"text":"Doing good. Really well, buddy.","start_word":160,"end_word":164,"sentiment":"positive","sentiment_score":0.3931550979614258},{"text":"Actually, mate, I just got one query. I just now placed an order for a monitor, Mhmm. and by mistake, I have inserted a wrong address. So I just wanted to change the address where the monitor Oh, needs gotcha. to be delivered. Gotcha. Let's take a look at the order first. Can you give me the order number so I could look it up? I have PO number. PO number would work? The PO number would work. Yes. Go ahead, please. 81 Mhmm. 855. 81855. Is that right? Yep. Okay. Give me one quick second. I've got a couple matches with this PO. And I'm sorry. What's the name of the account that you have with us? Take home account number is 401586.","start_word":165,"end_word":288,"sentiment":"neutral","sentiment_score":-0.04070622314729037},{"text":"Oh, you have it. That's perfect.","start_word":289,"end_word":294,"sentiment":"positive","sentiment_score":0.4696512222290039},{"text":"Sorry. Give me one second then. 401586. There we go.","start_word":295,"end_word":304,"sentiment":"neutral","sentiment_score":0.03079197928309441},{"text":"That's perfect.","start_word":305,"end_word":306,"sentiment":"positive","sentiment_score":0.4495641887187958},{"text":"Techcom Systems. K. Wanted to change the address for delivery. Okay. So the good thing is the shipment has not been fulfilled just yet, so we should be able to change it. We are gonna have to change it through our sales team, though. So I will have to put you on hold for a couple of quick minutes. I will get in touch with them. I'll pass them the information. I'll connect you over for confirmation. Okay?","start_word":307,"end_word":384,"sentiment":"neutral","sentiment_score":0.051832083612680435},{"text":"Would appreciate, ma'am. Thank you so much.","start_word":385,"end_word":391,"sentiment":"positive","sentiment_score":0.46524545550346375},{"text":"Thank you. And I'm so sorry. Can I also have your first name again? Didn't quite catch it at first. Ross. Ross. Thank you, Hi. Ross. Stay on the line, please. I'll get back to you. Hang on. Hello, Russ. Good afternoon. Hi. Good afternoon. Good afternoon, miss. Good afternoon. This is Ross here. How are you? I'm good, Ross. I heard that you need to change the the leave address. Is that correct? Yes. It's the purchase order, the number is 81855. This is a Verbatim portable money Yep. monitor. Webex Inc. Is that Portable correct? Yes. monitor. Correct. Yep. Okay. Since you want requesting to change amend the shipping address, you can send your request to our sales team. I'll put on hold to ensure that your order is not dispatched. Since the I I as per checking this, we don't have stocks on hand. But for to ensure that the address will be amend, I'll put on hold. But you can send the request through email because we do not accept amendment through phone call. Okay? Okay. My I'll I'll be hold your order and yep. Yeah. Yeah. Just hold on. Just hang on. And yep. Yep. I'll send an an email that we have a conversation that so you can response. Can I have your email address? Sales@techconsistent.com.eu. Let me check-in your directory. Uh-huh. Just hold on. Hang on. Hang on. Again, can I have your email address? Sales. Sales with Edge. Okay. Is is that sales@technosystem.com.au? Techom system, t e c At h techom o system. m. Yeah. Yep. Sales@techomsystem.com.au. And can I have Hey. your name, sir? It's Ross, r o s s? Yep. Okay, Ross. Please expect my email that you want to change your your other shipping address. Yeah. Just let me Yeah. just I'll respond to wait your for email. my I'll email. mention the address. Yep. I'll mention the delivery address as well in the email. Okay. Alright? Okay. K. Alright. No no worries. And what's a good name, buddy? My name is Dennis.","start_word":392,"end_word":735,"sentiment":"neutral","sentiment_score":0.003278973209807043},{"text":"Thank you. Thank you, Dennis. Thank you for Okay. assistance, ma'am. Thank you for calling Ingram, and have a nice day, Russ.","start_word":736,"end_word":757,"sentiment":"positive","sentiment_score":0.5462751984596252},{"text":"Yeah.","start_word":758,"end_word":758,"sentiment":"neutral","sentiment_score":0.16263148188591003},{"text":"Sure.","start_word":759,"end_word":759,"sentiment":"positive","sentiment_score":0.3779112696647644}],"average":{"sentiment":"neutral","sentiment_score":0.03954211856713304}}}}