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One of our fearless team members will answer your call momentarily. Please note that this call will be recorded for quality and coaching purposes. If you do not wish your call to be recorded, please let us know. Baptist service desk. Austin speaking. How can I help you today? Cannot transfer the call to anyone, but what I can do is I can take your message and redirect it to the correct department, if that's okay? Okay. Yep. Alright. And should I ask him to give you a callback on this number? Sorry. We are not allowed to, get out any information regarding our employees. So just take your message and ask, the correct department to give you a callback. No problem at all. Have a nice day. Thanks. 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to the Lab three Technology service desk. One of our fearless team members will answer your call momentarily. Please note that this call will be recorded for quality and coaching purposes. If you do not wish your call to be recorded, please let us know. Baptist service desk.\n\nAustin speaking. How can I help you today? Cannot transfer the call to anyone, but what I can do is I can take your message and redirect it to the correct department, if that's okay? Okay. Yep.\n\nAlright. And should I ask him to give you a callback on this number? Sorry. We are not allowed to, get out any information regarding our employees. So just take your message and ask, the correct department to give you a callback.\n\nNo problem at all. Have a nice day. Thanks. Bye.","paragraphs":[{"sentences":[{"text":"Welcome to the Lab three Technology service desk.","start":0.71999997,"end":3.6,"sentiment":"neutral","sentiment_score":0.20396560616791248},{"text":"One of our fearless team members will answer your call momentarily.","start":3.6,"end":6.58,"sentiment":"neutral","sentiment_score":0.2927619083361192},{"text":"Please note that this call will be recorded for quality and coaching purposes.","start":7.04,"end":10.58,"sentiment":"neutral","sentiment_score":-0.03174336068332195},{"text":"If you do not wish your call to be recorded, please let us know.","start":10.96,"end":14.34,"sentiment":"neutral","sentiment_score":-0.08074739655213696},{"text":"Baptist service desk.","start":35.06,"end":36.1,"sentiment":"neutral","sentiment_score":0.03880865375200907}],"sentiment":"neutral","sentiment_score":0.06990621554456194,"num_words":49,"start":0.71999997,"end":36.1},{"sentences":[{"text":"Austin speaking.","start":36.1,"end":36.66,"sentiment":"neutral","sentiment_score":0.07975241541862488},{"text":"How can I help you today?","start":36.66,"end":38.04,"sentiment":"neutral","sentiment_score":0.1743287518620491},{"text":"Cannot transfer the call to anyone, but what I can do is I can take your message and redirect it to the correct department, if that's okay?","start":51.155,"end":59.309998,"sentiment":"neutral","sentiment_score":-0.03976773925953441},{"text":"Okay.","start":66.65,"end":67.15,"sentiment":"neutral","sentiment_score":0.010321191512048244},{"text":"Yep.","start":68.57,"end":68.985,"sentiment":"neutral","sentiment_score":0.02219492197036743}],"sentiment":"neutral","sentiment_score":0.004439580959041376,"num_words":37,"start":36.1,"end":68.985},{"sentences":[{"text":"Alright.","start":69.705,"end":70.185,"sentiment":"neutral","sentiment_score":0.03870400786399841},{"text":"And should I ask him to give you a callback on this number?","start":70.185,"end":73.725,"sentiment":"neutral","sentiment_score":0.006545123429252551},{"text":"Sorry.","start":86.84,"end":87.0,"sentiment":"neutral","sentiment_score":-0.2040126472711563},{"text":"We are not allowed to, get out any information regarding our employees.","start":87.0,"end":90.46,"sentiment":"neutral","sentiment_score":-0.29149824132521945},{"text":"So just take your message and ask, the correct department to give you a callback.","start":90.6,"end":96.78,"sentiment":"neutral","sentiment_score":-0.17676520546277363}],"sentiment":"neutral","sentiment_score":-0.14832569077788366,"num_words":42,"start":69.705,"end":96.78},{"sentences":[{"text":"No problem at all.","start":105.905,"end":106.945,"sentiment":"positive","sentiment_score":0.3634266033768654},{"text":"Have a nice day.","start":106.945,"end":108.085,"sentiment":"positive","sentiment_score":0.5218620151281357},{"text":"Thanks.","start":111.025,"end":111.525,"sentiment":"positive","sentiment_score":0.3537507653236389},{"text":"Bye.","start":111.585,"end":112.085,"sentiment":"neutral","sentiment_score":0.15344274044036865}],"sentiment":"positive","sentiment_score":0.40483479797840116,"num_words":10,"start":105.905,"end":112.085}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to the Lab three Technology service desk. One of our fearless team members will answer your call momentarily. Please note that this call will be recorded for quality and coaching purposes. If you do not wish your call to be recorded, please let us know. Baptist service desk.\n\nAustin speaking. How can I help you today?\n\nChannel 0: Oh, yes. Hi. Good day. I was actually calling I'm trying to reach Andy from the IT department.\n\nChannel 1: Cannot transfer the call to anyone, but what I can do is I can take your message and redirect it to the correct department, if that's okay?\n\nChannel 0: Oh, yeah. We're actually trying to get in the regarding cybersecurity.\n\nChannel 1: Okay. Yep. Alright. And should I ask him to give you a callback on this number?\n\nChannel 0: Oh, yeah. I just wanted to know if he is available right now. Because I I actually tried to call him directly, but he wasn't able to answer.\n\nChannel 1: Sorry. We are not allowed to, get out any information regarding our employees. So just take your message and ask, the correct department to give you a callback.\n\nChannel 0: Oh, yeah. No. It's okay. I'll just try to reach him out again. But thank you.\n\nI appreciate your time.\n\nChannel 1: No problem at all. Have a nice day.\n\nChannel 0: You too. Take care.\n\nChannel 1: Thanks. Bye.","paragraphs":[{"sentences":[{"text":"Welcome to the Lab three Technology service desk.","start":0.71999997,"end":3.6,"sentiment":"neutral","sentiment_score":0.20396560616791248},{"text":"One of our fearless team members will answer your call momentarily.","start":3.6,"end":6.58,"sentiment":"neutral","sentiment_score":0.2927619083361192},{"text":"Please note that this call will be recorded for quality and coaching purposes.","start":7.04,"end":10.58,"sentiment":"neutral","sentiment_score":-0.03174336068332195},{"text":"If you do not wish your call to be recorded, please let us know.","start":10.96,"end":14.34,"sentiment":"neutral","sentiment_score":-0.08074739655213696},{"text":"Baptist service desk.","start":35.06,"end":36.1,"sentiment":"neutral","sentiment_score":0.03880865375200907}],"sentiment":"neutral","sentiment_score":0.06990621554456194,"channel":1,"num_words":49,"start":0.71999997,"end":36.1},{"sentences":[{"text":"Austin speaking.","start":36.1,"end":36.66,"sentiment":"neutral","sentiment_score":0.07975241541862488},{"text":"How can I help you today?","start":36.66,"end":38.04,"sentiment":"neutral","sentiment_score":0.1743287518620491}],"sentiment":"neutral","sentiment_score":0.15068466775119305,"channel":1,"num_words":8,"start":36.1,"end":38.04},{"sentences":[{"text":"Oh, yes.","start":39.454998,"end":40.094997,"sentiment":"neutral","sentiment_score":0.053262995555996895},{"text":"Hi.","start":40.094997,"end":40.594997,"sentiment":"neutral","sentiment_score":0.1474926769733429},{"text":"Good day.","start":40.815,"end":41.295,"sentiment":"neutral","sentiment_score":0.27107882499694824},{"text":"I was actually calling I'm trying to reach Andy from the IT department.","start":41.295,"end":47.155,"sentiment":"neutral","sentiment_score":0.021397873759269714}],"sentiment":"neutral","sentiment_score":0.05968603760831886,"channel":0,"num_words":18,"start":39.454998,"end":47.155},{"sentences":[{"text":"Cannot transfer the call to anyone, but what I can do is I can take your message and redirect it to the correct department, if that's okay?","start":51.155,"end":59.309998,"sentiment":"neutral","sentiment_score":-0.03976773925953441}],"sentiment":"neutral","sentiment_score":-0.03976773925953441,"channel":1,"num_words":27,"start":51.155,"end":59.309998},{"sentences":[{"text":"Oh, yeah.","start":61.25,"end":61.81,"sentiment":"neutral","sentiment_score":-0.046936145052313805},{"text":"We're actually trying to get in the regarding cybersecurity.","start":61.81,"end":65.03,"sentiment":"neutral","sentiment_score":-0.06117253750562668}],"sentiment":"neutral","sentiment_score":-0.05858410251411525,"channel":0,"num_words":11,"start":61.25,"end":65.03},{"sentences":[{"text":"Okay.","start":66.65,"end":67.15,"sentiment":"neutral","sentiment_score":0.010321191512048244},{"text":"Yep.","start":68.57,"end":68.985,"sentiment":"neutral","sentiment_score":0.02219492197036743},{"text":"Alright.","start":69.705,"end":70.185,"sentiment":"neutral","sentiment_score":0.03870400786399841},{"text":"And should I ask him to give you a callback on this number?","start":70.185,"end":73.725,"sentiment":"neutral","sentiment_score":0.006545123429252551}],"sentiment":"neutral","sentiment_score":0.009769170370418578,"channel":1,"num_words":16,"start":66.65,"end":73.725},{"sentences":[{"text":"Oh, yeah.","start":76.125,"end":77.485,"sentiment":"neutral","sentiment_score":-0.019982613623142242},{"text":"I just wanted to know if he is available right now.","start":77.485,"end":80.524994,"sentiment":"neutral","sentiment_score":-0.045731286772272804},{"text":"Because I I actually tried to call him directly, but he wasn't able to answer.","start":80.524994,"end":85.06,"sentiment":"neutral","sentiment_score":-0.13937437484661738}],"sentiment":"neutral","sentiment_score":-0.09405803587287664,"channel":0,"num_words":28,"start":76.125,"end":85.06},{"sentences":[{"text":"Sorry.","start":86.84,"end":87.0,"sentiment":"neutral","sentiment_score":-0.2040126472711563},{"text":"We are not allowed to, get out any information regarding our employees.","start":87.0,"end":90.46,"sentiment":"neutral","sentiment_score":-0.29149824132521945},{"text":"So just take your message and ask, the correct department to give you a callback.","start":90.6,"end":96.78,"sentiment":"neutral","sentiment_score":-0.17676520546277363}],"sentiment":"neutral","sentiment_score":-0.22690962946840695,"channel":1,"num_words":28,"start":86.84,"end":96.78},{"sentences":[{"text":"Oh, yeah.","start":99.055,"end":99.615005,"sentiment":"neutral","sentiment_score":-0.02621670812368393},{"text":"No.","start":99.615005,"end":99.855,"sentiment":"neutral","sentiment_score":-0.07425497472286224},{"text":"It's okay.","start":99.855,"end":100.595,"sentiment":"neutral","sentiment_score":-0.01683943998068571},{"text":"I'll just try to reach him out again.","start":100.65501,"end":102.755005,"sentiment":"neutral","sentiment_score":0.008744142949581146},{"text":"But thank you.","start":102.975006,"end":103.775,"sentiment":"neutral","sentiment_score":0.25281137973070145}],"sentiment":"neutral","sentiment_score":0.041751250741072,"channel":0,"num_words":16,"start":99.055,"end":103.775},{"sentences":[{"text":"I appreciate your time.","start":103.775,"end":105.15501,"sentiment":"positive","sentiment_score":0.4063364043831825}],"sentiment":"positive","sentiment_score":0.4063364043831825,"channel":0,"num_words":4,"start":103.775,"end":105.15501},{"sentences":[{"text":"No problem at all.","start":105.905,"end":106.945,"sentiment":"positive","sentiment_score":0.3634266033768654},{"text":"Have a nice day.","start":106.945,"end":108.085,"sentiment":"positive","sentiment_score":0.5218620151281357}],"sentiment":"positive","sentiment_score":0.44264430925250053,"channel":1,"num_words":8,"start":105.905,"end":108.085},{"sentences":[{"text":"You too.","start":109.51694,"end":109.99694,"sentiment":"neutral","sentiment_score":0.3249812424182892},{"text":"Take care.","start":109.99694,"end":110.73694,"sentiment":"positive","sentiment_score":0.34957990050315857}],"sentiment":"positive","sentiment_score":0.3372805714607239,"channel":0,"num_words":4,"start":109.51694,"end":110.73694},{"sentences":[{"text":"Thanks.","start":111.025,"end":111.525,"sentiment":"positive","sentiment_score":0.3537507653236389},{"text":"Bye.","start":111.585,"end":112.085,"sentiment":"neutral","sentiment_score":0.15344274044036865}],"sentiment":"neutral","sentiment_score":0.2535967528820038,"channel":1,"num_words":2,"start":111.025,"end":112.085}]},"summary":{"result":"success","short":"The customer is trying to reach Andy from the IT department regarding cybersecurity and is directed to the Lab three Technology service desk. The customer attempts to reach Andy but is unsuccessful and decides to leave a message and ask for the correct department to call back. The agent takes the message and assures the customer that they will receive a callback."},"intents":{"segments":[{"text":"I was actually calling I'm trying to reach Andy from the IT department. Cannot transfer the call to anyone, but what I can do is I can take your message and redirect it to the correct department, if that's okay? Oh, yeah.","start_word":62,"end_word":103,"intents":[{"intent":"Redirect call","confidence_score":0.00086020934}]}]},"sentiments":{"segments":[{"text":"Welcome to the Lab three Technology service desk. One of our fearless team members will answer your call momentarily. Please note that this call will be recorded for quality and coaching purposes. If you do not wish your call to be recorded, please let us know. Baptist service desk. Austin speaking. How can I help you today? Oh, yes. Hi. Good day. I was actually calling I'm trying to reach Andy from the IT department. Cannot transfer the call to anyone, but what I can do is I can take your message and redirect it to the correct department, if that's okay? Oh, yeah. We're actually trying to get in the regarding cybersecurity. Okay. Yep. Alright. And should I ask him to give you a callback on this number? Oh, yeah. I just wanted to know if he is available right now. Because I I actually tried to call him directly, but he wasn't able to answer. Sorry. We are not allowed to, get out any information regarding our employees. So just take your message and ask, the correct department to give you a callback. Oh, yeah. No. It's okay. I'll just try to reach him out again. But thank you.","start_word":0,"end_word":200,"sentiment":"neutral","sentiment_score":-0.01890786550939083},{"text":"I appreciate your time. No problem at all. Have a nice day.","start_word":201,"end_word":212,"sentiment":"positive","sentiment_score":0.439821183681488},{"text":"You too.","start_word":213,"end_word":214,"sentiment":"neutral","sentiment_score":0.32057881355285645},{"text":"Take care. Thanks.","start_word":215,"end_word":217,"sentiment":"positive","sentiment_score":0.34334486722946167},{"text":"Bye.","start_word":218,"end_word":218,"sentiment":"neutral","sentiment_score":0.20477919280529025}],"average":{"sentiment":"neutral","sentiment_score":0.017964414998787603}}}}