{"metadata":{"transaction_key":"deprecated","request_id":"019e2006-83f3-7b81-b24f-6a8444242969","sha256":"9436f86c74f1f2dfef1866f667e958938d0eb487ef5a9f5ce3faae3b363ff044","created":"2026-05-13T06:29:19.796Z","duration":91.29594,"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":273,"output_tokens":84},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":299,"output_tokens":299},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":299,"output_tokens":12}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. This is Melissa from Ertel accounts. Cell phone. I'm so sorry. I'm engaged in a call earlier. How may I help you today? Oh. Oh, sure. Thank you so much. Just one moment. Okay? Let me just go ahead and check on here for you. I'm so sorry. I'm just talking to other customer earlier. Oh, yes. I'm showing here that you've successfully processed your payment for the Internet service covering the 30, and then your, what is the call, and disconnection fee of $20 one time off charge and the standard delivery charge. So, technically, what will happen, self find, our tech rep will go ahead and proceed activating the services, and then they will send you an update in reference to all this process through email and SMS. And also your tracking number for the complimentary router to be sent out. Okay? Alright. So I confirm that your payment has been successfully processed and posted to your account. Do you have any further questions for now? Okay. You're welcome, and be safe. Bye bye.","confidence":0.99902344,"words":[{"word":"hi","start":1.92,"end":2.24,"confidence":0.99902344,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.15460698306560516},{"word":"good","start":2.24,"end":2.48,"confidence":1.0,"punctuated_word":"Good","sentiment":"positive","sentiment_score":0.34527480602264404},{"word":"afternoon","start":2.48,"end":2.98,"confidence":1.0,"punctuated_word":"afternoon.","sentiment":"neutral","sentiment_score":0.22571465373039248},{"word":"this","start":3.36,"end":3.6,"confidence":0.99316406,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.190507173538208},{"word":"is","start":3.6,"end":3.9199998,"confidence":0.99902344,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.19152063131332395},{"word":"melissa","start":3.9199998,"end":4.42,"confidence":0.99609375,"punctuated_word":"Melissa","sentiment":"neutral","sentiment_score":0.1860317587852478},{"word":"from","start":4.64,"end":5.14,"confidence":1.0,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.2486220896244049},{"word":"ertel","start":5.68,"end":6.16,"confidence":0.5241699,"punctuated_word":"Ertel","sentiment":"neutral","sentiment_score":0.18663448095321655},{"word":"accounts","start":6.16,"end":6.66,"confidence":0.4519043,"punctuated_word":"accounts.","sentiment":"neutral","sentiment_score":0.13524998724460602},{"word":"cell","start":7.04,"end":7.3599997,"confidence":0.7421875,"punctuated_word":"Cell","sentiment":"neutral","sentiment_score":0.09929879009723663},{"word":"phone","start":7.3599997,"end":7.8599997,"confidence":0.572876,"punctuated_word":"phone.","sentiment":"neutral","sentiment_score":0.09448764473199844},{"word":"i'm","start":8.08,"end":8.32,"confidence":0.99853516,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.006848433054983616},{"word":"so","start":8.32,"end":8.559999,"confidence":0.99902344,"punctuated_word":"so","sentiment":"neutral","sentiment_score":-0.005432303994894028},{"word":"sorry","start":8.559999,"end":8.96,"confidence":0.9797363,"punctuated_word":"sorry.","sentiment":"neutral","sentiment_score":-0.07221512496471405},{"word":"i'm","start":8.96,"end":9.12,"confidence":0.99658203,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.03323376923799515},{"word":"engaged","start":9.12,"end":9.5199995,"confidence":0.78515625,"punctuated_word":"engaged","sentiment":"neutral","sentiment_score":-0.03844713419675827},{"word":"in","start":9.5199995,"end":9.679999,"confidence":0.8989258,"punctuated_word":"in","sentiment":"neutral","sentiment_score":-0.021893862634897232},{"word":"a","start":9.679999,"end":9.84,"confidence":0.9819336,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.003668580204248428},{"word":"call","start":9.84,"end":10.16,"confidence":1.0,"punctuated_word":"call","sentiment":"neutral","sentiment_score":0.0010655783116817474},{"word":"earlier","start":10.16,"end":10.639999,"confidence":1.0,"punctuated_word":"earlier.","sentiment":"neutral","sentiment_score":0.009407320991158484},{"word":"how","start":10.639999,"end":10.8,"confidence":1.0,"punctuated_word":"How","sentiment":"neutral","sentiment_score":0.12661728262901306},{"word":"may","start":10.8,"end":11.04,"confidence":1.0,"punctuated_word":"may","sentiment":"neutral","sentiment_score":0.18412728607654572},{"word":"i","start":11.04,"end":11.12,"confidence":0.97509766,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.14432230591773987},{"word":"help","start":11.12,"end":11.28,"confidence":1.0,"punctuated_word":"help","sentiment":"neutral","sentiment_score":0.15405739843845367},{"word":"you","start":11.28,"end":11.5199995,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.08643362671136856},{"word":"today","start":11.5199995,"end":12.0199995,"confidence":1.0,"punctuated_word":"today?","sentiment":"neutral","sentiment_score":0.09247630089521408},{"word":"oh","start":19.045,"end":19.545,"confidence":0.70336914,"punctuated_word":"Oh.","sentiment":"neutral","sentiment_score":0.158366397023201},{"word":"oh","start":20.244999,"end":20.645,"confidence":0.97509766,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.26262789964675903},{"word":"sure","start":20.645,"end":21.045,"confidence":0.9995117,"punctuated_word":"sure.","sentiment":"neutral","sentiment_score":0.3142804205417633},{"word":"thank","start":21.045,"end":21.285,"confidence":1.0,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.666107714176178},{"word":"you","start":21.285,"end":21.525,"confidence":1.0,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.6828160285949707},{"word":"so","start":21.525,"end":21.765,"confidence":1.0,"punctuated_word":"so","sentiment":"positive","sentiment_score":0.7318297624588013},{"word":"much","start":21.765,"end":22.265,"confidence":1.0,"punctuated_word":"much.","sentiment":"positive","sentiment_score":0.6655658483505249},{"word":"just","start":22.485,"end":22.805,"confidence":0.99902344,"punctuated_word":"Just","sentiment":"positive","sentiment_score":0.3444229066371918},{"word":"one","start":22.805,"end":23.045,"confidence":1.0,"punctuated_word":"one","sentiment":"positive","sentiment_score":0.4144916534423828},{"word":"moment","start":23.045,"end":23.365,"confidence":0.98583984,"punctuated_word":"moment.","sentiment":"positive","sentiment_score":0.3823027014732361},{"word":"okay","start":23.365,"end":23.765,"confidence":0.9914551,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.16129522025585177},{"word":"let","start":23.765,"end":24.005001,"confidence":0.9941406,"punctuated_word":"Let","sentiment":"neutral","sentiment_score":0.13791826367378235},{"word":"me","start":24.005001,"end":24.165,"confidence":1.0,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.12965616583824158},{"word":"just","start":24.165,"end":24.485,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.12222236394882202},{"word":"go","start":24.485,"end":24.645,"confidence":1.0,"punctuated_word":"go","sentiment":"neutral","sentiment_score":0.142681285738945},{"word":"ahead","start":24.645,"end":24.885,"confidence":1.0,"punctuated_word":"ahead","sentiment":"neutral","sentiment_score":0.14622890949249268},{"word":"and","start":24.885,"end":25.125,"confidence":0.99902344,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.12525588274002075},{"word":"check","start":25.125,"end":25.365,"confidence":0.99902344,"punctuated_word":"check","sentiment":"neutral","sentiment_score":0.15212401747703552},{"word":"on","start":25.365,"end":25.525,"confidence":0.80371094,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.12604430317878723},{"word":"here","start":25.525,"end":25.845001,"confidence":0.9970703,"punctuated_word":"here","sentiment":"neutral","sentiment_score":0.17887039482593536},{"word":"for","start":25.845001,"end":26.085,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.14238682389259338},{"word":"you","start":26.085,"end":26.585,"confidence":1.0,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.1433277726173401},{"word":"i'm","start":27.63,"end":27.789999,"confidence":0.9995117,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.012605875730514526},{"word":"so","start":27.789999,"end":28.11,"confidence":0.99902344,"punctuated_word":"so","sentiment":"neutral","sentiment_score":-0.05999535322189331},{"word":"sorry","start":28.11,"end":28.61,"confidence":0.9848633,"punctuated_word":"sorry.","sentiment":"neutral","sentiment_score":-0.09577177464962006},{"word":"i'm","start":28.83,"end":29.15,"confidence":0.92285156,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.08140727877616882},{"word":"just","start":29.15,"end":29.47,"confidence":0.9980469,"punctuated_word":"just","sentiment":"neutral","sentiment_score":-0.0677766352891922},{"word":"talking","start":29.47,"end":29.789999,"confidence":0.46704102,"punctuated_word":"talking","sentiment":"neutral","sentiment_score":-0.04773476719856262},{"word":"to","start":29.789999,"end":29.95,"confidence":0.9970703,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.03737861663103104},{"word":"other","start":29.95,"end":30.27,"confidence":0.9951172,"punctuated_word":"other","sentiment":"neutral","sentiment_score":-0.003774762153625488},{"word":"customer","start":30.27,"end":30.77,"confidence":0.9970703,"punctuated_word":"customer","sentiment":"neutral","sentiment_score":0.0024911314249038696},{"word":"earlier","start":30.91,"end":31.41,"confidence":0.9995117,"punctuated_word":"earlier.","sentiment":"neutral","sentiment_score":-0.02707134187221527},{"word":"oh","start":33.79,"end":34.03,"confidence":0.9946289,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.20524346828460693},{"word":"yes","start":34.03,"end":34.53,"confidence":0.99853516,"punctuated_word":"yes.","sentiment":"neutral","sentiment_score":0.23860689997673035},{"word":"i'm","start":34.91,"end":35.15,"confidence":0.99853516,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":0.2823173701763153},{"word":"showing","start":35.15,"end":35.63,"confidence":1.0,"punctuated_word":"showing","sentiment":"neutral","sentiment_score":0.29635512828826904},{"word":"here","start":35.63,"end":35.87,"confidence":0.9819336,"punctuated_word":"here","sentiment":"neutral","sentiment_score":0.33102816343307495},{"word":"that","start":35.87,"end":36.19,"confidence":0.99902344,"punctuated_word":"that","sentiment":"positive","sentiment_score":0.35434022545814514},{"word":"you've","start":36.19,"end":36.59,"confidence":0.9951172,"punctuated_word":"you've","sentiment":"positive","sentiment_score":0.3610723912715912},{"word":"successfully","start":36.59,"end":37.09,"confidence":0.9980469,"punctuated_word":"successfully","sentiment":"positive","sentiment_score":0.4113750457763672},{"word":"processed","start":37.309998,"end":37.809998,"confidence":0.95703125,"punctuated_word":"processed","sentiment":"positive","sentiment_score":0.3999460339546203},{"word":"your","start":37.87,"end":38.35,"confidence":0.9980469,"punctuated_word":"your","sentiment":"positive","sentiment_score":0.4006726443767547},{"word":"payment","start":38.35,"end":38.85,"confidence":1.0,"punctuated_word":"payment","sentiment":"positive","sentiment_score":0.35741084814071655},{"word":"for","start":39.335003,"end":39.495003,"confidence":1.0,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.3440403938293457},{"word":"the","start":39.495003,"end":39.735,"confidence":1.0,"punctuated_word":"the","sentiment":"positive","sentiment_score":0.3410336971282959},{"word":"internet","start":39.735,"end":40.235,"confidence":0.96972656,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":0.2348068803548813},{"word":"service","start":40.295002,"end":40.795002,"confidence":1.0,"punctuated_word":"service","sentiment":"neutral","sentiment_score":0.2400599867105484},{"word":"covering","start":40.855,"end":41.335,"confidence":0.984375,"punctuated_word":"covering","sentiment":"neutral","sentiment_score":0.23009535670280457},{"word":"the","start":41.335,"end":41.835,"confidence":0.99902344,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.2613906264305115},{"word":"30","start":42.055,"end":42.695,"confidence":0.8651123,"punctuated_word":"30,","sentiment":"neutral","sentiment_score":0.2718502879142761},{"word":"and","start":42.695,"end":42.935,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.22706164419651031},{"word":"then","start":42.935,"end":43.435,"confidence":1.0,"punctuated_word":"then","sentiment":"neutral","sentiment_score":0.19655857980251312},{"word":"your","start":43.735,"end":44.235,"confidence":0.8051758,"punctuated_word":"your,","sentiment":"neutral","sentiment_score":0.22903357446193695},{"word":"what","start":44.615,"end":44.935,"confidence":0.5859375,"punctuated_word":"what","sentiment":"neutral","sentiment_score":0.15010730922222135},{"word":"is","start":44.935,"end":45.095,"confidence":0.7026367,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.1359316259622574},{"word":"the","start":45.095,"end":45.175003,"confidence":0.6611328,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.2251901477575302},{"word":"call","start":45.175003,"end":45.335,"confidence":0.5887451,"punctuated_word":"call,","sentiment":"neutral","sentiment_score":0.1199141964316368},{"word":"and","start":45.335,"end":45.575,"confidence":0.77246094,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.15572921931743622},{"word":"disconnection","start":45.575,"end":46.075,"confidence":0.9680176,"punctuated_word":"disconnection","sentiment":"neutral","sentiment_score":0.021257661283016205},{"word":"fee","start":46.295002,"end":46.615,"confidence":1.0,"punctuated_word":"fee","sentiment":"neutral","sentiment_score":0.10783139616250992},{"word":"of","start":46.615,"end":46.775,"confidence":0.9970703,"punctuated_word":"of","sentiment":"neutral","sentiment_score":0.11698770523071288},{"word":"$20","start":46.775,"end":47.675,"confidence":1.0,"punctuated_word":"$20","sentiment":"neutral","sentiment_score":0.13252854347229004},{"word":"one","start":47.735,"end":47.975002,"confidence":0.5107422,"punctuated_word":"one","sentiment":"neutral","sentiment_score":0.16776835918426514},{"word":"time","start":47.975002,"end":48.295002,"confidence":1.0,"punctuated_word":"time","sentiment":"neutral","sentiment_score":0.14342659711837769},{"word":"off","start":48.295002,"end":48.535,"confidence":0.94384766,"punctuated_word":"off","sentiment":"neutral","sentiment_score":0.06471893191337585},{"word":"charge","start":48.535,"end":49.035,"confidence":0.9941406,"punctuated_word":"charge","sentiment":"neutral","sentiment_score":0.16048112511634827},{"word":"and","start":49.495003,"end":49.735,"confidence":0.82958984,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.15341007709503174},{"word":"the","start":49.735,"end":50.235,"confidence":1.0,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.1820312738418579},{"word":"standard","start":50.455,"end":50.955,"confidence":0.99609375,"punctuated_word":"standard","sentiment":"neutral","sentiment_score":0.11998680233955385},{"word":"delivery","start":51.015,"end":51.515,"confidence":0.9970703,"punctuated_word":"delivery","sentiment":"neutral","sentiment_score":0.1154896318912506},{"word":"charge","start":51.575,"end":52.075,"confidence":0.99902344,"punctuated_word":"charge.","sentiment":"neutral","sentiment_score":0.15004564821720123},{"word":"so","start":52.3,"end":52.54,"confidence":0.77075195,"punctuated_word":"So,","sentiment":"neutral","sentiment_score":0.18184013664722443},{"word":"technically","start":52.54,"end":53.04,"confidence":0.99853516,"punctuated_word":"technically,","sentiment":"neutral","sentiment_score":0.13082978129386902},{"word":"what","start":53.18,"end":53.34,"confidence":1.0,"punctuated_word":"what","sentiment":"neutral","sentiment_score":0.12356318533420564},{"word":"will","start":53.34,"end":53.579998,"confidence":0.9980469,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.138289213180542},{"word":"happen","start":53.579998,"end":54.059998,"confidence":0.9482422,"punctuated_word":"happen,","sentiment":"neutral","sentiment_score":0.15522946417331696},{"word":"self","start":54.059998,"end":54.38,"confidence":0.37109375,"punctuated_word":"self","sentiment":"neutral","sentiment_score":0.09560221433639526},{"word":"find","start":54.38,"end":54.78,"confidence":0.61083984,"punctuated_word":"find,","sentiment":"neutral","sentiment_score":0.08258552849292755},{"word":"our","start":54.78,"end":55.18,"confidence":1.0,"punctuated_word":"our","sentiment":"neutral","sentiment_score":0.1055832952260971},{"word":"tech","start":55.18,"end":55.42,"confidence":0.99609375,"punctuated_word":"tech","sentiment":"neutral","sentiment_score":0.1033441573381424},{"word":"rep","start":55.42,"end":55.92,"confidence":0.99902344,"punctuated_word":"rep","sentiment":"neutral","sentiment_score":0.07000961899757385},{"word":"will","start":56.059998,"end":56.3,"confidence":0.97802734,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.13103649020195007},{"word":"go","start":56.3,"end":56.54,"confidence":1.0,"punctuated_word":"go","sentiment":"neutral","sentiment_score":0.13683263957500458},{"word":"ahead","start":56.54,"end":56.86,"confidence":1.0,"punctuated_word":"ahead","sentiment":"neutral","sentiment_score":0.11870229244232178},{"word":"and","start":56.86,"end":57.02,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.1070287749171257},{"word":"proceed","start":57.02,"end":57.52,"confidence":1.0,"punctuated_word":"proceed","sentiment":"neutral","sentiment_score":0.11212274432182312},{"word":"activating","start":57.739998,"end":58.239998,"confidence":0.99902344,"punctuated_word":"activating","sentiment":"neutral","sentiment_score":0.16035261750221252},{"word":"the","start":58.379997,"end":58.7,"confidence":0.9658203,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.12847082316875458},{"word":"services","start":58.7,"end":59.2,"confidence":0.8520508,"punctuated_word":"services,","sentiment":"neutral","sentiment_score":0.11991703510284424},{"word":"and","start":59.26,"end":59.5,"confidence":1.0,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.12714621424674988},{"word":"then","start":59.5,"end":60.0,"confidence":1.0,"punctuated_word":"then","sentiment":"neutral","sentiment_score":0.13432179391384125},{"word":"they","start":60.14,"end":60.3,"confidence":0.99609375,"punctuated_word":"they","sentiment":"neutral","sentiment_score":0.19529882073402405},{"word":"will","start":60.3,"end":60.62,"confidence":1.0,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.20523612201213837},{"word":"send","start":60.62,"end":60.86,"confidence":1.0,"punctuated_word":"send","sentiment":"neutral","sentiment_score":0.20117542147636416},{"word":"you","start":60.86,"end":61.26,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.17456449568271637},{"word":"an","start":61.26,"end":61.42,"confidence":0.92578125,"punctuated_word":"an","sentiment":"neutral","sentiment_score":0.13202239573001862},{"word":"update","start":61.42,"end":61.92,"confidence":0.9980469,"punctuated_word":"update","sentiment":"neutral","sentiment_score":0.14633584022521973},{"word":"in","start":62.379997,"end":62.699997,"confidence":0.99609375,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.1235780119895935},{"word":"reference","start":62.699997,"end":63.199997,"confidence":1.0,"punctuated_word":"reference","sentiment":"neutral","sentiment_score":0.1510598510503769},{"word":"to","start":63.26,"end":63.42,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.1661655455827713},{"word":"all","start":63.42,"end":63.66,"confidence":1.0,"punctuated_word":"all","sentiment":"neutral","sentiment_score":0.17145442962646484},{"word":"this","start":63.66,"end":63.98,"confidence":0.8701172,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.15375350415706637},{"word":"process","start":63.98,"end":64.479996,"confidence":0.99609375,"punctuated_word":"process","sentiment":"neutral","sentiment_score":0.17186512053012848},{"word":"through","start":64.7,"end":65.02,"confidence":0.9863281,"punctuated_word":"through","sentiment":"neutral","sentiment_score":0.1638878583908081},{"word":"email","start":65.02,"end":65.5,"confidence":1.0,"punctuated_word":"email","sentiment":"neutral","sentiment_score":0.16224437952041626},{"word":"and","start":65.5,"end":65.74,"confidence":0.9980469,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.12739944458007812},{"word":"sms","start":65.74,"end":66.24,"confidence":0.7668457,"punctuated_word":"SMS.","sentiment":"neutral","sentiment_score":0.13356047868728638},{"word":"and","start":66.895004,"end":67.135,"confidence":1.0,"punctuated_word":"And","sentiment":"neutral","sentiment_score":0.14456547796726227},{"word":"also","start":67.135,"end":67.535,"confidence":0.6958008,"punctuated_word":"also","sentiment":"neutral","sentiment_score":0.09442946314811708},{"word":"your","start":67.535,"end":68.015,"confidence":0.8364258,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.1168965995311737},{"word":"tracking","start":68.015,"end":68.495,"confidence":1.0,"punctuated_word":"tracking","sentiment":"neutral","sentiment_score":0.11396661400794984},{"word":"number","start":68.495,"end":68.895004,"confidence":1.0,"punctuated_word":"number","sentiment":"neutral","sentiment_score":0.11694697290658952},{"word":"for","start":68.895004,"end":69.055,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.15518970787525177},{"word":"the","start":69.055,"end":69.375,"confidence":0.9951172,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.18627041578292847},{"word":"complimentary","start":69.375,"end":69.875,"confidence":0.90771484,"punctuated_word":"complimentary","sentiment":"neutral","sentiment_score":0.204954594373703},{"word":"router","start":70.255,"end":70.735,"confidence":0.9980469,"punctuated_word":"router","sentiment":"neutral","sentiment_score":0.16356506943702698},{"word":"to","start":70.735,"end":70.895004,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.17959171533584595},{"word":"be","start":70.895004,"end":71.135,"confidence":1.0,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.17248320579528809},{"word":"sent","start":71.135,"end":71.295,"confidence":0.9863281,"punctuated_word":"sent","sentiment":"neutral","sentiment_score":0.15107551217079165},{"word":"out","start":71.295,"end":71.615,"confidence":0.9995117,"punctuated_word":"out.","sentiment":"neutral","sentiment_score":0.1394877731800079},{"word":"okay","start":71.615,"end":72.115,"confidence":0.99853516,"punctuated_word":"Okay?","sentiment":"neutral","sentiment_score":0.12404091656208038},{"word":"alright","start":74.175,"end":74.575,"confidence":0.9970703,"punctuated_word":"Alright.","sentiment":"neutral","sentiment_score":0.1979285478591919},{"word":"so","start":74.575,"end":74.815,"confidence":1.0,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.23177888989448547},{"word":"i","start":74.815,"end":74.975,"confidence":0.99902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.25326189398765564},{"word":"confirm","start":74.975,"end":75.475,"confidence":0.73339844,"punctuated_word":"confirm","sentiment":"neutral","sentiment_score":0.3047793507575989},{"word":"that","start":75.615,"end":75.855,"confidence":1.0,"punctuated_word":"that","sentiment":"positive","sentiment_score":0.36613455414772034},{"word":"your","start":75.855,"end":76.095,"confidence":0.99902344,"punctuated_word":"your","sentiment":"positive","sentiment_score":0.4047395884990692},{"word":"payment","start":76.095,"end":76.415,"confidence":1.0,"punctuated_word":"payment","sentiment":"positive","sentiment_score":0.39947009086608887},{"word":"has","start":76.415,"end":76.575,"confidence":1.0,"punctuated_word":"has","sentiment":"positive","sentiment_score":0.3890073001384735},{"word":"been","start":76.575,"end":76.895004,"confidence":1.0,"punctuated_word":"been","sentiment":"positive","sentiment_score":0.4472693204879761},{"word":"successfully","start":76.895004,"end":77.395004,"confidence":1.0,"punctuated_word":"successfully","sentiment":"positive","sentiment_score":0.4432562589645386},{"word":"processed","start":77.615,"end":78.095,"confidence":0.9863281,"punctuated_word":"processed","sentiment":"positive","sentiment_score":0.4422503709793091},{"word":"and","start":78.095,"end":78.255,"confidence":0.9980469,"punctuated_word":"and","sentiment":"positive","sentiment_score":0.4912406504154206},{"word":"posted","start":78.255,"end":78.735,"confidence":0.9980469,"punctuated_word":"posted","sentiment":"positive","sentiment_score":0.3573399484157562},{"word":"to","start":78.735,"end":78.895004,"confidence":0.99902344,"punctuated_word":"to","sentiment":"positive","sentiment_score":0.3860236704349518},{"word":"your","start":78.895004,"end":79.135,"confidence":1.0,"punctuated_word":"your","sentiment":"positive","sentiment_score":0.33654093742370605},{"word":"account","start":79.135,"end":79.535,"confidence":0.9995117,"punctuated_word":"account.","sentiment":"neutral","sentiment_score":0.27932208776474},{"word":"do","start":79.535,"end":79.695,"confidence":1.0,"punctuated_word":"Do","sentiment":"neutral","sentiment_score":0.12355709075927734},{"word":"you","start":79.695,"end":79.855,"confidence":0.99902344,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.13289010524749756},{"word":"have","start":79.855,"end":80.095,"confidence":1.0,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.11770228296518326},{"word":"any","start":80.095,"end":80.335,"confidence":1.0,"punctuated_word":"any","sentiment":"neutral","sentiment_score":0.1097320094704628},{"word":"further","start":80.335,"end":80.655,"confidence":1.0,"punctuated_word":"further","sentiment":"neutral","sentiment_score":0.0909833014011383},{"word":"questions","start":80.655,"end":81.155,"confidence":1.0,"punctuated_word":"questions","sentiment":"neutral","sentiment_score":0.08939704298973083},{"word":"for","start":81.215,"end":81.455,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.07701939344406128},{"word":"now","start":81.455,"end":81.955,"confidence":1.0,"punctuated_word":"now?","sentiment":"neutral","sentiment_score":0.09847027063369752},{"word":"okay","start":84.52,"end":84.76,"confidence":0.97094727,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.3015422821044922},{"word":"you're","start":84.76,"end":85.08,"confidence":0.9995117,"punctuated_word":"You're","sentiment":"positive","sentiment_score":0.4471929967403412},{"word":"welcome","start":85.08,"end":85.58,"confidence":0.89624023,"punctuated_word":"welcome,","sentiment":"positive","sentiment_score":0.5696864724159241},{"word":"and","start":85.64,"end":85.88,"confidence":1.0,"punctuated_word":"and","sentiment":"positive","sentiment_score":0.5300155878067017},{"word":"be","start":85.88,"end":86.119995,"confidence":1.0,"punctuated_word":"be","sentiment":"positive","sentiment_score":0.538269579410553},{"word":"safe","start":86.119995,"end":86.6,"confidence":1.0,"punctuated_word":"safe.","sentiment":"positive","sentiment_score":0.4889465570449829},{"word":"bye","start":86.6,"end":86.84,"confidence":1.0,"punctuated_word":"Bye","sentiment":"neutral","sentiment_score":0.30524712800979614},{"word":"bye","start":86.84,"end":87.34,"confidence":0.99853516,"punctuated_word":"bye.","sentiment":"neutral","sentiment_score":0.2685144543647766}],"paragraphs":{"transcript":"\nHi. Good afternoon. This is Melissa from Ertel accounts. Cell phone. I'm so sorry.\n\nI'm engaged in a call earlier. How may I help you today? Oh. Oh, sure. Thank you so much.\n\nJust one moment. Okay? Let me just go ahead and check on here for you. I'm so sorry. I'm just talking to other customer earlier.\n\nOh, yes. I'm showing here that you've successfully processed your payment for the Internet service covering the 30, and then your, what is the call, and disconnection fee of $20 one time off charge and the standard delivery charge. So, technically, what will happen, self find, our tech rep will go ahead and proceed activating the services, and then they will send you an update in reference to all this process through email and SMS. And also your tracking number for the complimentary router to be sent out. Okay?\n\nAlright. So I confirm that your payment has been successfully processed and posted to your account. Do you have any further questions for now? Okay. You're welcome, and be safe.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.92,"end":2.24,"sentiment":"neutral","sentiment_score":0.15460698306560516},{"text":"Good afternoon.","start":2.24,"end":2.98,"sentiment":"neutral","sentiment_score":0.28549472987651825},{"text":"This is Melissa from Ertel accounts.","start":3.36,"end":6.66,"sentiment":"neutral","sentiment_score":0.18976102024316788},{"text":"Cell phone.","start":7.04,"end":7.8599997,"sentiment":"neutral","sentiment_score":0.09689321741461754},{"text":"I'm so sorry.","start":8.08,"end":8.96,"sentiment":"neutral","sentiment_score":-0.02359966530154149}],"sentiment":"neutral","sentiment_score":0.14193928594301855,"num_words":14,"start":1.92,"end":8.96},{"sentences":[{"text":"I'm engaged in a call earlier.","start":8.96,"end":10.639999,"sentiment":"neutral","sentiment_score":-0.014461741161843141},{"text":"How may I help you today?","start":10.639999,"end":12.0199995,"sentiment":"neutral","sentiment_score":0.1313390334447225},{"text":"Oh.","start":19.045,"end":19.545,"sentiment":"neutral","sentiment_score":0.158366397023201},{"text":"Oh, sure.","start":20.244999,"end":21.045,"sentiment":"neutral","sentiment_score":0.28845416009426117},{"text":"Thank you so much.","start":21.045,"end":22.265,"sentiment":"positive","sentiment_score":0.6865798383951187}],"sentiment":"neutral","sentiment_score":0.22015041181523548,"num_words":19,"start":8.96,"end":22.265},{"sentences":[{"text":"Just one moment.","start":22.485,"end":23.365,"sentiment":"positive","sentiment_score":0.3804057538509369},{"text":"Okay?","start":23.365,"end":23.765,"sentiment":"neutral","sentiment_score":0.16129522025585177},{"text":"Let me just go ahead and check on here for you.","start":23.765,"end":26.585,"sentiment":"neutral","sentiment_score":0.1406105621294542},{"text":"I'm so sorry.","start":27.63,"end":28.61,"sentiment":"neutral","sentiment_score":-0.0561243345340093},{"text":"I'm just talking to other customer earlier.","start":28.83,"end":31.41,"sentiment":"neutral","sentiment_score":-0.03752175292798451}],"sentiment":"neutral","sentiment_score":0.09672813564538955,"num_words":25,"start":22.485,"end":31.41},{"sentences":[{"text":"Oh, yes.","start":33.79,"end":34.53,"sentiment":"neutral","sentiment_score":0.22192518413066864},{"text":"I'm showing here that you've successfully processed your payment for the Internet service covering the 30, and then your, what is the call, and disconnection fee of $20 one time off charge and the standard delivery charge.","start":34.91,"end":52.075,"sentiment":"neutral","sentiment_score":0.2214401386476852},{"text":"So, technically, what will happen, self find, our tech rep will go ahead and proceed activating the services, and then they will send you an update in reference to all this process through email and SMS.","start":52.3,"end":66.24,"sentiment":"neutral","sentiment_score":0.14006693723301092},{"text":"And also your tracking number for the complimentary router to be sent out.","start":66.895004,"end":71.615,"sentiment":"neutral","sentiment_score":0.14918639396245664},{"text":"Okay?","start":71.615,"end":72.115,"sentiment":"neutral","sentiment_score":0.12404091656208038}],"sentiment":"neutral","sentiment_score":0.17688774468188875,"num_words":89,"start":33.79,"end":72.115},{"sentences":[{"text":"Alright.","start":74.175,"end":74.575,"sentiment":"neutral","sentiment_score":0.1979285478591919},{"text":"So I confirm that your payment has been successfully processed and posted to your account.","start":74.575,"end":79.535,"sentiment":"positive","sentiment_score":0.36882766087849933},{"text":"Do you have any further questions for now?","start":79.535,"end":81.955,"sentiment":"neutral","sentiment_score":0.10496893711388111},{"text":"Okay.","start":84.52,"end":84.76,"sentiment":"neutral","sentiment_score":0.3015422821044922},{"text":"You're welcome, and be safe.","start":84.76,"end":86.6,"sentiment":"positive","sentiment_score":0.5148222386837006}],"sentiment":"neutral","sentiment_score":0.31485828111569086,"num_words":30,"start":74.175,"end":86.6},{"sentences":[{"text":"Bye bye.","start":86.6,"end":87.34,"sentiment":"neutral","sentiment_score":0.2868807911872864}],"sentiment":"neutral","sentiment_score":0.2868807911872864,"num_words":2,"start":86.6,"end":87.34}]}}]},{"alternatives":[{"transcript":"Hello? Mhmm. Mhmm. Oh, I was just calling to confirm if you guys have received my payment for the Internet. Mhmm. It's fine. Mhmm. Oh, okay. Mhmm. Alright. Good. Thanks. Okay. Bye.","confidence":0.99316406,"words":[{"word":"hello","start":0.16,"end":0.65999997,"confidence":0.9921875,"punctuated_word":"Hello?","sentiment":"neutral","sentiment_score":0.03431552276015282},{"word":"mhmm","start":7.3599997,"end":7.8599997,"confidence":0.9682617,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":0.037407442927360535},{"word":"mhmm","start":8.4,"end":8.9,"confidence":0.99731445,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":-0.014936300925910471},{"word":"oh","start":13.325,"end":13.6449995,"confidence":0.8352051,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.01814264804124832},{"word":"i","start":13.6449995,"end":13.724999,"confidence":0.99902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.012601539492607117},{"word":"was","start":13.724999,"end":14.224999,"confidence":0.60302734,"punctuated_word":"was","sentiment":"neutral","sentiment_score":0.000024709850549697876},{"word":"just","start":14.285,"end":14.605,"confidence":0.9951172,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.004848174750804901},{"word":"calling","start":14.605,"end":14.925,"confidence":0.99902344,"punctuated_word":"calling","sentiment":"neutral","sentiment_score":0.0035412609577178955},{"word":"to","start":14.925,"end":15.165,"confidence":0.99902344,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.012890778481960297},{"word":"confirm","start":15.165,"end":15.665,"confidence":0.52441406,"punctuated_word":"confirm","sentiment":"neutral","sentiment_score":0.03196372464299202},{"word":"if","start":16.205,"end":16.445,"confidence":0.9921875,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.03752046078443527},{"word":"you","start":16.445,"end":16.525,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.04976272210478783},{"word":"guys","start":16.525,"end":16.845,"confidence":1.0,"punctuated_word":"guys","sentiment":"neutral","sentiment_score":0.05606780573725701},{"word":"have","start":16.845,"end":17.005,"confidence":0.99902344,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.08726038783788681},{"word":"received","start":17.005,"end":17.485,"confidence":0.99902344,"punctuated_word":"received","sentiment":"neutral","sentiment_score":0.09888157993555068},{"word":"my","start":17.485,"end":17.725,"confidence":1.0,"punctuated_word":"my","sentiment":"neutral","sentiment_score":0.04732855036854744},{"word":"payment","start":17.725,"end":18.225,"confidence":0.99902344,"punctuated_word":"payment","sentiment":"neutral","sentiment_score":0.07291463017463684},{"word":"for","start":18.445,"end":18.685,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.05976678803563118},{"word":"the","start":18.685,"end":18.925,"confidence":0.9980469,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.049311164766550064},{"word":"internet","start":18.925,"end":19.425,"confidence":0.96118164,"punctuated_word":"Internet.","sentiment":"neutral","sentiment_score":0.04635532200336456},{"word":"mhmm","start":27.32,"end":27.82,"confidence":0.8588867,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":0.06554947048425674},{"word":"it's","start":32.44,"end":32.52,"confidence":0.80810547,"punctuated_word":"It's","sentiment":"neutral","sentiment_score":0.0940658673644066},{"word":"fine","start":32.52,"end":33.02,"confidence":0.99316406,"punctuated_word":"fine.","sentiment":"neutral","sentiment_score":0.11558195948600768},{"word":"mhmm","start":56.67,"end":57.17,"confidence":0.95214844,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":0.08137774467468262},{"word":"oh","start":58.67,"end":59.17,"confidence":0.81347656,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":0.10901719331741332},{"word":"okay","start":59.55,"end":60.05,"confidence":0.99658203,"punctuated_word":"okay.","sentiment":"neutral","sentiment_score":0.163990318775177},{"word":"mhmm","start":67.07,"end":67.31,"confidence":0.93688965,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":0.09657767415046692},{"word":"alright","start":67.31,"end":67.81,"confidence":0.782959,"punctuated_word":"Alright.","sentiment":"neutral","sentiment_score":0.13333390653133392},{"word":"good","start":82.78094,"end":83.10094,"confidence":0.82910156,"punctuated_word":"Good.","sentiment":"neutral","sentiment_score":0.30369704961776733},{"word":"thanks","start":83.10094,"end":83.60094,"confidence":0.9875488,"punctuated_word":"Thanks.","sentiment":"positive","sentiment_score":0.3792787194252014},{"word":"okay","start":87.74094,"end":88.22093,"confidence":0.98657227,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.1767866611480713},{"word":"bye","start":88.22093,"end":88.72093,"confidence":0.9951172,"punctuated_word":"Bye.","sentiment":"neutral","sentiment_score":0.12217766046524048}],"paragraphs":{"transcript":"\nHello? Mhmm. Mhmm. Oh, I was just calling to confirm if you guys have received my payment for the Internet. Mhmm.\n\nIt's fine. Mhmm. Oh, okay. Mhmm. Alright.\n\nGood. Thanks. Okay. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.16,"end":0.65999997,"sentiment":"neutral","sentiment_score":0.03431552276015282},{"text":"Mhmm.","start":7.3599997,"end":7.8599997,"sentiment":"neutral","sentiment_score":0.037407442927360535},{"text":"Mhmm.","start":8.4,"end":8.9,"sentiment":"neutral","sentiment_score":-0.014936300925910471},{"text":"Oh, I was just calling to confirm if you guys have received my payment for the Internet.","start":13.325,"end":19.425,"sentiment":"neutral","sentiment_score":0.04054013223332517},{"text":"Mhmm.","start":27.32,"end":27.82,"sentiment":"neutral","sentiment_score":0.06554947048425674}],"sentiment":"neutral","sentiment_score":0.03864373253392322,"num_words":21,"start":0.16,"end":27.82},{"sentences":[{"text":"It's fine.","start":32.44,"end":33.02,"sentiment":"neutral","sentiment_score":0.10482391342520714},{"text":"Mhmm.","start":56.67,"end":57.17,"sentiment":"neutral","sentiment_score":0.08137774467468262},{"text":"Oh, okay.","start":58.67,"end":60.05,"sentiment":"neutral","sentiment_score":0.13650375604629517},{"text":"Mhmm.","start":67.07,"end":67.31,"sentiment":"neutral","sentiment_score":0.09657767415046692},{"text":"Alright.","start":67.31,"end":67.81,"sentiment":"neutral","sentiment_score":0.13333390653133392}],"sentiment":"neutral","sentiment_score":0.1134206663284983,"num_words":7,"start":32.44,"end":67.81},{"sentences":[{"text":"Good.","start":82.78094,"end":83.10094,"sentiment":"neutral","sentiment_score":0.30369704961776733},{"text":"Thanks.","start":83.10094,"end":83.60094,"sentiment":"positive","sentiment_score":0.3792787194252014},{"text":"Okay.","start":87.74094,"end":88.22093,"sentiment":"neutral","sentiment_score":0.1767866611480713},{"text":"Bye.","start":88.22093,"end":88.72093,"sentiment":"neutral","sentiment_score":0.12217766046524048}],"sentiment":"neutral","sentiment_score":0.24548502266407013,"num_words":4,"start":82.78094,"end":88.72093}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello?\n\nChannel 0: Hi. Good afternoon. This is Melissa from Ertel accounts. Cell\n\nChannel 1: Mhmm.\n\nChannel 0: phone. I'm so\n\nChannel 1: Mhmm.\n\nChannel 0: sorry. I'm engaged in a call earlier. How may I help you today?\n\nChannel 1: Oh, I was just calling to confirm if you guys have received my payment for the Internet.\n\nChannel 0: Oh. Oh, sure. Thank you so much. Just one moment. Okay?\n\nLet me just go ahead and check on here for you.\n\nChannel 1: Mhmm.\n\nChannel 0: I'm so sorry. I'm just talking to other customer earlier.\n\nChannel 1: It's fine.\n\nChannel 0: Oh, yes. I'm showing here that you've successfully processed your payment for the Internet service covering the 30, and then your, what is the call, and disconnection fee of $20 one time off charge and the standard delivery charge. So, technically, what will happen, self find, our tech rep will go ahead\n\nChannel 1: Mhmm.\n\nChannel 0: and proceed activating the\n\nChannel 1: Oh,\n\nChannel 0: services, and then\n\nChannel 1: okay.\n\nChannel 0: they will send you an update in reference to all this process through email and SMS. And\n\nChannel 1: Mhmm.\n\nChannel 0: also\n\nChannel 1: Alright.\n\nChannel 0: your tracking number for the complimentary router to be sent out. Okay? Alright. So I confirm that your payment has been successfully processed and posted to your account. Do you have any further questions for now?\n\nChannel 1: Good. Thanks.\n\nChannel 0: Okay. You're welcome, and be safe. Bye bye.\n\nChannel 1: Okay. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.16,"end":0.65999997,"sentiment":"neutral","sentiment_score":0.03431552276015282}],"sentiment":"neutral","sentiment_score":0.03431552276015282,"channel":1,"num_words":1,"start":0.16,"end":0.65999997},{"sentences":[{"text":"Hi.","start":1.92,"end":2.24,"sentiment":"neutral","sentiment_score":0.15460698306560516},{"text":"Good afternoon.","start":2.24,"end":2.98,"sentiment":"neutral","sentiment_score":0.28549472987651825},{"text":"This is Melissa from Ertel accounts.","start":3.36,"end":6.66,"sentiment":"neutral","sentiment_score":0.18976102024316788},{"text":"Cell","start":7.04,"end":7.3599997,"sentiment":"neutral","sentiment_score":0.09929879009723663}],"sentiment":"neutral","sentiment_score":0.19634613543748855,"channel":0,"num_words":10,"start":1.92,"end":7.3599997},{"sentences":[{"text":"Mhmm.","start":7.3599997,"end":7.8599997,"sentiment":"neutral","sentiment_score":0.037407442927360535}],"sentiment":"neutral","sentiment_score":0.037407442927360535,"channel":1,"num_words":1,"start":7.3599997,"end":7.8599997},{"sentences":[{"text":"phone.","start":7.3599997,"end":7.8599997,"sentiment":"neutral","sentiment_score":0.09448764473199844},{"text":"I'm so","start":8.08,"end":8.559999,"sentiment":"neutral","sentiment_score":0.0007080645300447941}],"sentiment":"neutral","sentiment_score":0.031967924597362675,"channel":0,"num_words":3,"start":7.3599997,"end":8.559999},{"sentences":[{"text":"Mhmm.","start":8.4,"end":8.9,"sentiment":"neutral","sentiment_score":-0.014936300925910471}],"sentiment":"neutral","sentiment_score":-0.014936300925910471,"channel":1,"num_words":1,"start":8.4,"end":8.9},{"sentences":[{"text":"sorry.","start":8.559999,"end":8.96,"sentiment":"neutral","sentiment_score":-0.07221512496471405},{"text":"I'm engaged in a call earlier.","start":8.96,"end":10.639999,"sentiment":"neutral","sentiment_score":-0.014461741161843141},{"text":"How may I help you today?","start":10.639999,"end":12.0199995,"sentiment":"neutral","sentiment_score":0.1313390334447225}],"sentiment":"neutral","sentiment_score":0.04838835605635093,"channel":0,"num_words":13,"start":8.559999,"end":12.0199995},{"sentences":[{"text":"Oh, I was just calling to confirm if you guys have received my payment for the Internet.","start":13.325,"end":19.425,"sentiment":"neutral","sentiment_score":0.04054013223332517}],"sentiment":"neutral","sentiment_score":0.04054013223332517,"channel":1,"num_words":17,"start":13.325,"end":19.425},{"sentences":[{"text":"Oh.","start":19.045,"end":19.545,"sentiment":"neutral","sentiment_score":0.158366397023201},{"text":"Oh, sure.","start":20.244999,"end":21.045,"sentiment":"neutral","sentiment_score":0.28845416009426117},{"text":"Thank you so much.","start":21.045,"end":22.265,"sentiment":"positive","sentiment_score":0.6865798383951187},{"text":"Just one moment.","start":22.485,"end":23.365,"sentiment":"positive","sentiment_score":0.3804057538509369},{"text":"Okay?","start":23.365,"end":23.765,"sentiment":"neutral","sentiment_score":0.16129522025585177}],"sentiment":"positive","sentiment_score":0.43491877750916913,"channel":0,"num_words":11,"start":19.045,"end":23.765},{"sentences":[{"text":"Let me just go ahead and check on here for you.","start":23.765,"end":26.585,"sentiment":"neutral","sentiment_score":0.1406105621294542}],"sentiment":"neutral","sentiment_score":0.1406105621294542,"channel":0,"num_words":11,"start":23.765,"end":26.585},{"sentences":[{"text":"Mhmm.","start":27.32,"end":27.82,"sentiment":"neutral","sentiment_score":0.06554947048425674}],"sentiment":"neutral","sentiment_score":0.06554947048425674,"channel":1,"num_words":1,"start":27.32,"end":27.82},{"sentences":[{"text":"I'm so sorry.","start":27.63,"end":28.61,"sentiment":"neutral","sentiment_score":-0.0561243345340093},{"text":"I'm just talking to other customer earlier.","start":28.83,"end":31.41,"sentiment":"neutral","sentiment_score":-0.03752175292798451}],"sentiment":"neutral","sentiment_score":-0.043102527409791945,"channel":0,"num_words":10,"start":27.63,"end":31.41},{"sentences":[{"text":"It's fine.","start":32.44,"end":33.02,"sentiment":"neutral","sentiment_score":0.10482391342520714}],"sentiment":"neutral","sentiment_score":0.10482391342520714,"channel":1,"num_words":2,"start":32.44,"end":33.02},{"sentences":[{"text":"Oh, yes.","start":33.79,"end":34.53,"sentiment":"neutral","sentiment_score":0.22192518413066864},{"text":"I'm showing here that you've successfully processed your payment for the Internet service covering the 30, and then your, what is the call, and disconnection fee of $20 one time off charge and the standard delivery charge.","start":34.91,"end":52.075,"sentiment":"neutral","sentiment_score":0.2214401386476852},{"text":"So, technically, what will happen, self find, our tech rep will go ahead","start":52.3,"end":56.86,"sentiment":"neutral","sentiment_score":0.12103446286458236}],"sentiment":"neutral","sentiment_score":0.19635737529740885,"channel":0,"num_words":52,"start":33.79,"end":56.86},{"sentences":[{"text":"Mhmm.","start":56.67,"end":57.17,"sentiment":"neutral","sentiment_score":0.08137774467468262}],"sentiment":"neutral","sentiment_score":0.08137774467468262,"channel":1,"num_words":1,"start":56.67,"end":57.17},{"sentences":[{"text":"and proceed activating the","start":56.86,"end":58.7,"sentiment":"neutral","sentiment_score":0.12699373997747898}],"sentiment":"neutral","sentiment_score":0.12699373997747898,"channel":0,"num_words":4,"start":56.86,"end":58.7},{"sentences":[{"text":"Oh,","start":58.67,"end":59.17,"sentiment":"neutral","sentiment_score":0.10901719331741332}],"sentiment":"neutral","sentiment_score":0.10901719331741332,"channel":1,"num_words":1,"start":58.67,"end":59.17},{"sentences":[{"text":"services, and then","start":58.7,"end":60.0,"sentiment":"neutral","sentiment_score":0.12712834775447845}],"sentiment":"neutral","sentiment_score":0.12712834775447845,"channel":0,"num_words":3,"start":58.7,"end":60.0},{"sentences":[{"text":"okay.","start":59.55,"end":60.05,"sentiment":"neutral","sentiment_score":0.163990318775177}],"sentiment":"neutral","sentiment_score":0.163990318775177,"channel":1,"num_words":1,"start":59.55,"end":60.05},{"sentences":[{"text":"they will send you an update in reference to all this process through email and SMS.","start":60.14,"end":66.24,"sentiment":"neutral","sentiment_score":0.16122510749846697},{"text":"And","start":66.895004,"end":67.135,"sentiment":"neutral","sentiment_score":0.14456547796726227}],"sentiment":"neutral","sentiment_score":0.16024512929074905,"channel":0,"num_words":17,"start":60.14,"end":67.135},{"sentences":[{"text":"Mhmm.","start":67.07,"end":67.31,"sentiment":"neutral","sentiment_score":0.09657767415046692}],"sentiment":"neutral","sentiment_score":0.09657767415046692,"channel":1,"num_words":1,"start":67.07,"end":67.31},{"sentences":[{"text":"also","start":67.135,"end":67.535,"sentiment":"neutral","sentiment_score":0.09442946314811708}],"sentiment":"neutral","sentiment_score":0.09442946314811708,"channel":0,"num_words":1,"start":67.135,"end":67.535},{"sentences":[{"text":"Alright.","start":67.31,"end":67.81,"sentiment":"neutral","sentiment_score":0.13333390653133392}],"sentiment":"neutral","sentiment_score":0.13333390653133392,"channel":1,"num_words":1,"start":67.31,"end":67.81},{"sentences":[{"text":"your tracking number for the complimentary router to be sent out.","start":67.535,"end":71.615,"sentiment":"neutral","sentiment_score":0.15458438003605063},{"text":"Okay?","start":71.615,"end":72.115,"sentiment":"neutral","sentiment_score":0.12404091656208038},{"text":"Alright.","start":74.175,"end":74.575,"sentiment":"neutral","sentiment_score":0.1979285478591919},{"text":"So I confirm that your payment has been successfully processed and posted to your account.","start":74.575,"end":79.535,"sentiment":"positive","sentiment_score":0.36882766087849933},{"text":"Do you have any further questions for now?","start":79.535,"end":81.955,"sentiment":"neutral","sentiment_score":0.10496893711388111}],"sentiment":"neutral","sentiment_score":0.23318233485851023,"channel":0,"num_words":36,"start":67.535,"end":81.955},{"sentences":[{"text":"Good.","start":82.78094,"end":83.10094,"sentiment":"neutral","sentiment_score":0.30369704961776733},{"text":"Thanks.","start":83.10094,"end":83.60094,"sentiment":"positive","sentiment_score":0.3792787194252014}],"sentiment":"positive","sentiment_score":0.3414878845214844,"channel":1,"num_words":2,"start":82.78094,"end":83.60094},{"sentences":[{"text":"Okay.","start":84.52,"end":84.76,"sentiment":"neutral","sentiment_score":0.3015422821044922},{"text":"You're welcome, and be safe.","start":84.76,"end":86.6,"sentiment":"positive","sentiment_score":0.5148222386837006},{"text":"Bye bye.","start":86.6,"end":87.34,"sentiment":"neutral","sentiment_score":0.2868807911872864}],"sentiment":"positive","sentiment_score":0.43117688223719597,"channel":0,"num_words":8,"start":84.52,"end":87.34},{"sentences":[{"text":"Okay.","start":87.74094,"end":88.22093,"sentiment":"neutral","sentiment_score":0.1767866611480713},{"text":"Bye.","start":88.22093,"end":88.72093,"sentiment":"neutral","sentiment_score":0.12217766046524048}],"sentiment":"neutral","sentiment_score":0.14948216080665588,"channel":1,"num_words":2,"start":87.74094,"end":88.72093}]},"summary":{"result":"success","short":"The agent from Ertel accounts called to confirm a customer's internet payment and informed them that they had successfully processed the payment and received a confirmation message. The agent also informed the customer that their service disconnection fee and standard delivery charge would be refunded and that an update would be sent to their email and SMS. The agent confirmed that the payment had been processed and provided the customer with a tracking number for their router."},"intents":{"segments":[{"text":"This is Melissa from Ertel accounts. Cell phone. Mhmm. I'm so Mhmm. sorry. I'm engaged in a call earlier. How may I help you today? Oh, I was just calling to confirm if you guys have received my payment for the Internet. Oh. Oh, sure. Thank you so much. Just one moment. Okay? Let me just go ahead and check on here for you. Mhmm.","start_word":4,"end_word":68,"intents":[{"intent":"Check customer details","confidence_score":0.0010896747}]},{"text":"Oh, I was just calling to confirm if you guys have received my payment for the Internet. Oh.","start_word":29,"end_word":46,"intents":[{"intent":"Confirm payment","confidence_score":0.1803367}]},{"text":"they will send you an update in reference to all this process through email and SMS. And Mhmm.","start_word":143,"end_word":160,"intents":[{"intent":"Send update","confidence_score":0.035948552}]}]},"sentiments":{"segments":[{"text":"Hello? Hi. Good afternoon. This is Melissa from Ertel accounts. Cell phone. Mhmm. I'm so Mhmm. sorry. I'm engaged in a call earlier. How may I help you today? Oh, I was just calling to confirm if you guys have received my payment for the Internet. Oh. Oh, sure.","start_word":0,"end_word":48,"sentiment":"neutral","sentiment_score":0.07838136702775955},{"text":"Thank you so much. Just one moment.","start_word":49,"end_word":55,"sentiment":"positive","sentiment_score":0.5483782887458801},{"text":"Okay? Let me just go ahead and check on here for you. Mhmm. I'm so sorry. I'm just talking to other customer earlier. It's fine. Oh, yes. I'm showing here that you've successfully processed your payment for the Internet service covering the 30, and then your, what is the call, and disconnection fee of $20 one time off charge and the standard delivery charge. So, technically, what will happen, self find, our tech rep will go ahead Mhmm. and proceed activating the Oh, services, and then okay. they will send you an update in reference to all this process through email and SMS. And Mhmm. also Alright. your tracking number for the complimentary router to be sent out. Okay? Alright.","start_word":56,"end_word":175,"sentiment":"neutral","sentiment_score":0.14254337549209595},{"text":"So I confirm that your payment has been successfully processed and posted to your account.","start_word":176,"end_word":190,"sentiment":"positive","sentiment_score":0.3632335662841797},{"text":"Do you have any further questions for now? Good.","start_word":191,"end_word":199,"sentiment":"neutral","sentiment_score":0.14051054418087006},{"text":"Thanks.","start_word":200,"end_word":200,"sentiment":"positive","sentiment_score":0.3792787194252014},{"text":"Okay.","start_word":201,"end_word":201,"sentiment":"neutral","sentiment_score":0.3015422821044922},{"text":"You're welcome, and be safe.","start_word":202,"end_word":206,"sentiment":"positive","sentiment_score":0.5030144453048706},{"text":"Bye bye. Okay. Bye.","start_word":207,"end_word":210,"sentiment":"neutral","sentiment_score":0.2256404608488083}],"average":{"sentiment":"neutral","sentiment_score":0.16667623105256454}}}}