{"metadata":{"transaction_key":"deprecated","request_id":"adc5723f-c4a6-44ff-827f-6d85edf871e0","sha256":"2508e33aad15ba85a7c8a58512a7ebfba8ec306a7925c50da935c42c382b72b9","created":"2026-03-03T23:09:39.891Z","duration":220.96794,"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":290,"output_tokens":75},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":320,"output_tokens":320},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":320,"output_tokens":6}},"results":{"channels":[{"alternatives":[{"transcript":"Hello. Good morning. This is Maureen from Ortho tech support. How can I assist you today? Okay. May I have your full name, please, for me to check your account? Okay. Is it okay if I put you on hold? Let me just check your account. Okay. Hello, David? Yes. Thank you for waiting. So we did a reboot on the network side under your account. Is it okay if you do a full power cycle on the router? Please turn off the router and keep it turned off for twenty minutes. And after that, plug it back in, turn it on again, and check your Internet connection. Let's see if it will have the same issue error. Mhmm. Yeah. So I'll note this tab in your account. And if the issue is still there after the twenty minutes wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Okay. Thank you. Bye for now.","confidence":0.99865925,"words":[{"word":"hello","start":1.1999999,"end":1.68,"confidence":0.99564445,"punctuated_word":"Hello.","sentiment":"neutral","sentiment_score":0.17397648096084595},{"word":"good","start":1.68,"end":1.92,"confidence":0.9991381,"punctuated_word":"Good","sentiment":"positive","sentiment_score":0.42066532373428345},{"word":"morning","start":1.92,"end":2.32,"confidence":0.99979013,"punctuated_word":"morning.","sentiment":"positive","sentiment_score":0.4168850779533386},{"word":"this","start":2.32,"end":2.56,"confidence":0.9997925,"punctuated_word":"This","sentiment":"positive","sentiment_score":0.3573493957519531},{"word":"is","start":2.56,"end":2.8,"confidence":0.9995999,"punctuated_word":"is","sentiment":"positive","sentiment_score":0.35150715708732605},{"word":"maureen","start":2.8,"end":3.28,"confidence":0.9656669,"punctuated_word":"Maureen","sentiment":"positive","sentiment_score":0.4126059412956238},{"word":"from","start":3.28,"end":3.6,"confidence":0.9987962,"punctuated_word":"from","sentiment":"positive","sentiment_score":0.3550236225128174},{"word":"ortho","start":3.6,"end":4.08,"confidence":0.8709065,"punctuated_word":"Ortho","sentiment":"neutral","sentiment_score":0.3173936903476715},{"word":"tech","start":4.08,"end":4.3199997,"confidence":0.82019895,"punctuated_word":"tech","sentiment":"neutral","sentiment_score":0.25554358959198},{"word":"support","start":4.3199997,"end":4.8199997,"confidence":0.9995729,"punctuated_word":"support.","sentiment":"positive","sentiment_score":0.34157341718673706},{"word":"how","start":5.12,"end":5.3599997,"confidence":0.9994504,"punctuated_word":"How","sentiment":"positive","sentiment_score":0.4190765619277954},{"word":"can","start":5.3599997,"end":5.52,"confidence":0.99991226,"punctuated_word":"can","sentiment":"positive","sentiment_score":0.43752768635749817},{"word":"i","start":5.52,"end":5.68,"confidence":0.9989755,"punctuated_word":"I","sentiment":"positive","sentiment_score":0.44429442286491394},{"word":"assist","start":5.68,"end":6.0,"confidence":0.9999316,"punctuated_word":"assist","sentiment":"positive","sentiment_score":0.35965850949287415},{"word":"you","start":6.0,"end":6.16,"confidence":0.99958223,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.3602743446826935},{"word":"today","start":6.16,"end":6.66,"confidence":0.9996835,"punctuated_word":"today?","sentiment":"neutral","sentiment_score":0.3129437565803528},{"word":"okay","start":23.965,"end":24.465,"confidence":0.78092825,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":-0.012487515807151794},{"word":"may","start":24.845,"end":25.085,"confidence":0.70271903,"punctuated_word":"May","sentiment":"neutral","sentiment_score":0.013354133814573288},{"word":"i","start":25.085,"end":25.164999,"confidence":0.998049,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.0007143430411815643},{"word":"have","start":25.164999,"end":25.325,"confidence":0.99980956,"punctuated_word":"have","sentiment":"neutral","sentiment_score":0.007768414914608002},{"word":"your","start":25.325,"end":25.564999,"confidence":0.9991365,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.0018482133746147156},{"word":"full","start":25.564999,"end":25.724998,"confidence":0.99981767,"punctuated_word":"full","sentiment":"neutral","sentiment_score":0.06176777556538582},{"word":"name","start":25.724998,"end":25.965,"confidence":0.95379555,"punctuated_word":"name,","sentiment":"neutral","sentiment_score":0.05129483342170715},{"word":"please","start":25.965,"end":26.204998,"confidence":0.9895679,"punctuated_word":"please,","sentiment":"neutral","sentiment_score":0.0681060403585434},{"word":"for","start":26.204998,"end":26.445,"confidence":0.99905604,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.06228325143456459},{"word":"me","start":26.445,"end":26.605,"confidence":0.9997594,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.04511363059282303},{"word":"to","start":26.605,"end":26.765,"confidence":0.9985067,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.05031437426805496},{"word":"check","start":26.765,"end":27.06,"confidence":0.99914896,"punctuated_word":"check","sentiment":"neutral","sentiment_score":0.032813020050525665},{"word":"your","start":27.06,"end":27.3,"confidence":0.9993193,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.0205906443297863},{"word":"account","start":27.3,"end":27.8,"confidence":0.99422574,"punctuated_word":"account?","sentiment":"neutral","sentiment_score":0.021910224109888077},{"word":"okay","start":34.02,"end":34.52,"confidence":0.9462855,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.02958715707063675},{"word":"is","start":34.98,"end":35.14,"confidence":0.9283506,"punctuated_word":"Is","sentiment":"neutral","sentiment_score":0.03010493516921997},{"word":"it","start":35.14,"end":35.3,"confidence":0.80351937,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.03958647698163986},{"word":"okay","start":35.3,"end":35.54,"confidence":0.9969785,"punctuated_word":"okay","sentiment":"neutral","sentiment_score":0.029964283108711243},{"word":"if","start":35.54,"end":35.78,"confidence":0.99530065,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.029423845931887627},{"word":"i","start":35.78,"end":35.86,"confidence":0.9982297,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.012282416224479675},{"word":"put","start":35.86,"end":36.1,"confidence":0.9925102,"punctuated_word":"put","sentiment":"neutral","sentiment_score":0.011740230023860931},{"word":"you","start":36.1,"end":36.26,"confidence":0.9956109,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.009263794869184494},{"word":"on","start":36.26,"end":36.42,"confidence":0.99873966,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.0029270201921463013},{"word":"hold","start":36.42,"end":36.66,"confidence":0.9828659,"punctuated_word":"hold?","sentiment":"neutral","sentiment_score":0.005697093904018402},{"word":"let","start":36.66,"end":36.82,"confidence":0.99604166,"punctuated_word":"Let","sentiment":"neutral","sentiment_score":0.008414525538682938},{"word":"me","start":36.82,"end":36.98,"confidence":0.99963415,"punctuated_word":"me","sentiment":"neutral","sentiment_score":0.011135980486869812},{"word":"just","start":36.98,"end":37.22,"confidence":0.99937016,"punctuated_word":"just","sentiment":"neutral","sentiment_score":0.0027377717196941376},{"word":"check","start":37.22,"end":37.46,"confidence":0.99979836,"punctuated_word":"check","sentiment":"neutral","sentiment_score":0.012606538832187653},{"word":"your","start":37.46,"end":37.699997,"confidence":0.99929285,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.0018451064825057983},{"word":"account","start":37.699997,"end":38.199997,"confidence":0.99864125,"punctuated_word":"account.","sentiment":"neutral","sentiment_score":0.016699550673365593},{"word":"okay","start":39.94,"end":40.44,"confidence":0.95669127,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.06937196850776672},{"word":"hello","start":164.385,"end":164.78499,"confidence":0.74192905,"punctuated_word":"Hello,","sentiment":"neutral","sentiment_score":0.052441805601119995},{"word":"david","start":164.78499,"end":165.28499,"confidence":0.9536321,"punctuated_word":"David?","sentiment":"neutral","sentiment_score":0.04545040801167488},{"word":"yes","start":166.86499,"end":167.36499,"confidence":0.9434268,"punctuated_word":"Yes.","sentiment":"neutral","sentiment_score":0.16582345962524414},{"word":"thank","start":167.42499,"end":167.665,"confidence":0.67457116,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.4110002815723419},{"word":"you","start":167.665,"end":167.825,"confidence":0.9998578,"punctuated_word":"you","sentiment":"positive","sentiment_score":0.36308783292770386},{"word":"for","start":167.825,"end":168.065,"confidence":0.99946505,"punctuated_word":"for","sentiment":"positive","sentiment_score":0.4076479971408844},{"word":"waiting","start":168.065,"end":168.565,"confidence":0.99945474,"punctuated_word":"waiting.","sentiment":"positive","sentiment_score":0.42940613627433777},{"word":"so","start":169.40001,"end":169.64,"confidence":0.9881322,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.14614704251289368},{"word":"we","start":169.64,"end":169.88,"confidence":0.9952728,"punctuated_word":"we","sentiment":"neutral","sentiment_score":0.1068832278251648},{"word":"did","start":169.88,"end":170.12001,"confidence":0.9996244,"punctuated_word":"did","sentiment":"neutral","sentiment_score":0.0749506726861},{"word":"a","start":170.12001,"end":170.44,"confidence":0.5700272,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.07288764417171478},{"word":"reboot","start":170.44,"end":170.92001,"confidence":0.99987566,"punctuated_word":"reboot","sentiment":"neutral","sentiment_score":0.09970583021640778},{"word":"on","start":170.92001,"end":171.16,"confidence":0.9999032,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.01161859929561615},{"word":"the","start":171.16,"end":171.32,"confidence":0.9998758,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.0416412428021431},{"word":"network","start":171.32,"end":171.82,"confidence":0.9997346,"punctuated_word":"network","sentiment":"neutral","sentiment_score":0.07119199633598328},{"word":"side","start":171.88,"end":172.38,"confidence":0.92239624,"punctuated_word":"side","sentiment":"neutral","sentiment_score":0.09709028899669649},{"word":"under","start":172.52,"end":172.84001,"confidence":0.9084092,"punctuated_word":"under","sentiment":"neutral","sentiment_score":0.08493098616600037},{"word":"your","start":172.84001,"end":172.92001,"confidence":0.8328509,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.06243535131216049},{"word":"account","start":172.92001,"end":173.42001,"confidence":0.9984641,"punctuated_word":"account.","sentiment":"neutral","sentiment_score":0.07335123419761658},{"word":"is","start":174.28,"end":174.44,"confidence":0.99148315,"punctuated_word":"Is","sentiment":"neutral","sentiment_score":0.08127474784851074},{"word":"it","start":174.44,"end":174.6,"confidence":0.99976724,"punctuated_word":"it","sentiment":"neutral","sentiment_score":0.0874319076538086},{"word":"okay","start":174.6,"end":174.92001,"confidence":0.9996698,"punctuated_word":"okay","sentiment":"neutral","sentiment_score":0.05354886502027512},{"word":"if","start":174.92001,"end":175.08,"confidence":0.933095,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.066011443734169},{"word":"you","start":175.08,"end":175.16,"confidence":0.8812099,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.041563618928194046},{"word":"do","start":175.16,"end":175.32,"confidence":0.9971738,"punctuated_word":"do","sentiment":"neutral","sentiment_score":0.03622758388519287},{"word":"a","start":175.32,"end":175.40001,"confidence":0.997253,"punctuated_word":"a","sentiment":"neutral","sentiment_score":0.06763538718223572},{"word":"full","start":175.40001,"end":175.64,"confidence":0.9994742,"punctuated_word":"full","sentiment":"neutral","sentiment_score":0.09634563326835632},{"word":"power","start":175.64,"end":175.96,"confidence":0.9996728,"punctuated_word":"power","sentiment":"neutral","sentiment_score":0.08910352736711502},{"word":"cycle","start":175.96,"end":176.36,"confidence":0.9994091,"punctuated_word":"cycle","sentiment":"neutral","sentiment_score":0.055929020047187805},{"word":"on","start":176.36,"end":176.52,"confidence":0.99861336,"punctuated_word":"on","sentiment":"neutral","sentiment_score":0.02812935411930084},{"word":"the","start":176.52,"end":176.6,"confidence":0.99516857,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.02875429019331932},{"word":"router","start":176.6,"end":177.1,"confidence":0.99940157,"punctuated_word":"router?","sentiment":"neutral","sentiment_score":0.02925649844110012},{"word":"please","start":184.625,"end":185.125,"confidence":0.5085586,"punctuated_word":"Please","sentiment":"neutral","sentiment_score":-0.07101693004369736},{"word":"turn","start":185.425,"end":185.665,"confidence":0.85337996,"punctuated_word":"turn","sentiment":"neutral","sentiment_score":-0.05372258648276329},{"word":"off","start":185.665,"end":185.905,"confidence":0.99932885,"punctuated_word":"off","sentiment":"neutral","sentiment_score":-0.0626179575920105},{"word":"the","start":185.905,"end":186.145,"confidence":0.9995359,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.0804697722196579},{"word":"router","start":186.145,"end":186.625,"confidence":0.99987316,"punctuated_word":"router","sentiment":"neutral","sentiment_score":-0.04784800112247467},{"word":"and","start":186.625,"end":186.945,"confidence":0.8546366,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.06700579822063446},{"word":"keep","start":186.945,"end":187.185,"confidence":0.99965537,"punctuated_word":"keep","sentiment":"neutral","sentiment_score":-0.061432551592588425},{"word":"it","start":187.185,"end":187.345,"confidence":0.9960925,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.08424139767885208},{"word":"turned","start":187.345,"end":187.585,"confidence":0.99713683,"punctuated_word":"turned","sentiment":"neutral","sentiment_score":-0.06465771049261093},{"word":"off","start":187.585,"end":187.745,"confidence":0.91739863,"punctuated_word":"off","sentiment":"neutral","sentiment_score":-0.07814913243055344},{"word":"for","start":187.745,"end":188.245,"confidence":0.9998754,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.06438088417053223},{"word":"twenty","start":188.545,"end":188.865,"confidence":0.98848546,"punctuated_word":"twenty","sentiment":"neutral","sentiment_score":-0.06868314743041992},{"word":"minutes","start":188.865,"end":189.365,"confidence":0.9181435,"punctuated_word":"minutes.","sentiment":"neutral","sentiment_score":-0.041273828595876694},{"word":"and","start":189.825,"end":190.145,"confidence":0.99881506,"punctuated_word":"And","sentiment":"neutral","sentiment_score":-0.02771567553281784},{"word":"after","start":190.145,"end":190.545,"confidence":0.99615556,"punctuated_word":"after","sentiment":"neutral","sentiment_score":-0.05341911315917969},{"word":"that","start":190.545,"end":191.045,"confidence":0.9837787,"punctuated_word":"that,","sentiment":"neutral","sentiment_score":-0.030165119096636772},{"word":"plug","start":191.105,"end":191.425,"confidence":0.994852,"punctuated_word":"plug","sentiment":"neutral","sentiment_score":-0.01289895921945572},{"word":"it","start":191.425,"end":191.585,"confidence":0.99946326,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.013731352984905245},{"word":"back","start":191.585,"end":191.825,"confidence":0.99965596,"punctuated_word":"back","sentiment":"neutral","sentiment_score":-0.008939437568187714},{"word":"in","start":191.825,"end":192.325,"confidence":0.6696215,"punctuated_word":"in,","sentiment":"neutral","sentiment_score":-0.016866443678736687},{"word":"turn","start":192.385,"end":192.545,"confidence":0.98470706,"punctuated_word":"turn","sentiment":"neutral","sentiment_score":-0.003435105085372925},{"word":"it","start":192.545,"end":192.785,"confidence":0.9995427,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.016178056597709656},{"word":"on","start":192.785,"end":193.105,"confidence":0.9994808,"punctuated_word":"on","sentiment":"neutral","sentiment_score":-0.0035450905561447144},{"word":"again","start":193.105,"end":193.425,"confidence":0.88132566,"punctuated_word":"again,","sentiment":"neutral","sentiment_score":-0.017832698300480843},{"word":"and","start":193.425,"end":193.745,"confidence":0.99986255,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.03169313073158264},{"word":"check","start":193.745,"end":194.065,"confidence":0.9997392,"punctuated_word":"check","sentiment":"neutral","sentiment_score":-0.03283979743719101},{"word":"your","start":194.065,"end":194.565,"confidence":0.99992025,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.038913629949092865},{"word":"internet","start":194.785,"end":195.185,"confidence":0.98140097,"punctuated_word":"Internet","sentiment":"neutral","sentiment_score":-0.05772452428936958},{"word":"connection","start":195.185,"end":195.685,"confidence":0.9948311,"punctuated_word":"connection.","sentiment":"neutral","sentiment_score":-0.06717923283576965},{"word":"let's","start":195.745,"end":195.985,"confidence":0.99900883,"punctuated_word":"Let's","sentiment":"neutral","sentiment_score":-0.05002319812774658},{"word":"see","start":195.985,"end":196.145,"confidence":0.999833,"punctuated_word":"see","sentiment":"neutral","sentiment_score":-0.04866598919034004},{"word":"if","start":196.145,"end":196.41,"confidence":0.99890053,"punctuated_word":"if","sentiment":"neutral","sentiment_score":-0.06163319945335388},{"word":"it","start":196.57,"end":196.81,"confidence":0.9994956,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.09247490018606186},{"word":"will","start":196.81,"end":197.31,"confidence":0.99882966,"punctuated_word":"will","sentiment":"neutral","sentiment_score":-0.09783372282981873},{"word":"have","start":197.69,"end":198.09,"confidence":0.85391897,"punctuated_word":"have","sentiment":"neutral","sentiment_score":-0.12740187346935272},{"word":"the","start":198.09,"end":198.41,"confidence":0.99127823,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.1393870860338211},{"word":"same","start":198.41,"end":198.73001,"confidence":0.99990153,"punctuated_word":"same","sentiment":"neutral","sentiment_score":-0.09706203639507294},{"word":"issue","start":198.73001,"end":199.21,"confidence":0.9977132,"punctuated_word":"issue","sentiment":"neutral","sentiment_score":-0.17723305523395538},{"word":"error","start":199.21,"end":199.71,"confidence":0.74491376,"punctuated_word":"error.","sentiment":"neutral","sentiment_score":-0.11784330010414124},{"word":"mhmm","start":201.85,"end":202.35,"confidence":0.9893555,"punctuated_word":"Mhmm.","sentiment":"neutral","sentiment_score":0.017850663512945175},{"word":"yeah","start":202.81,"end":203.13,"confidence":0.9728008,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.048921260982751846},{"word":"so","start":203.13,"end":203.37001,"confidence":0.9991542,"punctuated_word":"So","sentiment":"neutral","sentiment_score":0.033856190741062164},{"word":"i'll","start":203.37001,"end":203.53,"confidence":0.99697804,"punctuated_word":"I'll","sentiment":"neutral","sentiment_score":0.053009167313575745},{"word":"note","start":203.53,"end":203.85,"confidence":0.39526176,"punctuated_word":"note","sentiment":"neutral","sentiment_score":0.04214693233370781},{"word":"this","start":203.85,"end":203.93001,"confidence":0.8429289,"punctuated_word":"this","sentiment":"neutral","sentiment_score":0.046150919049978256},{"word":"tab","start":203.93001,"end":204.17,"confidence":0.47792655,"punctuated_word":"tab","sentiment":"neutral","sentiment_score":0.03565877676010132},{"word":"in","start":204.17,"end":204.25,"confidence":0.9921004,"punctuated_word":"in","sentiment":"neutral","sentiment_score":0.07342693209648132},{"word":"your","start":204.25,"end":204.49,"confidence":0.99995387,"punctuated_word":"your","sentiment":"neutral","sentiment_score":0.06381403654813766},{"word":"account","start":204.49,"end":204.89,"confidence":0.84146726,"punctuated_word":"account.","sentiment":"neutral","sentiment_score":0.039108991622924805},{"word":"and","start":204.89,"end":205.21,"confidence":0.9993529,"punctuated_word":"And","sentiment":"neutral","sentiment_score":0.03819601610302925},{"word":"if","start":205.21,"end":205.37001,"confidence":0.99914,"punctuated_word":"if","sentiment":"neutral","sentiment_score":-0.019097041338682175},{"word":"the","start":205.37001,"end":205.53,"confidence":0.9997321,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.07041408121585846},{"word":"issue","start":205.53,"end":205.77,"confidence":0.9990833,"punctuated_word":"issue","sentiment":"neutral","sentiment_score":-0.10718217492103577},{"word":"is","start":205.77,"end":205.93001,"confidence":0.80472463,"punctuated_word":"is","sentiment":"neutral","sentiment_score":-0.08981103450059891},{"word":"still","start":205.93001,"end":206.09,"confidence":0.99960214,"punctuated_word":"still","sentiment":"neutral","sentiment_score":-0.1301754117012024},{"word":"there","start":206.09,"end":206.41,"confidence":0.99992394,"punctuated_word":"there","sentiment":"neutral","sentiment_score":-0.11644335836172104},{"word":"after","start":206.41,"end":206.73001,"confidence":0.98756707,"punctuated_word":"after","sentiment":"neutral","sentiment_score":-0.09758926928043364},{"word":"the","start":206.73001,"end":207.13,"confidence":0.9996401,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.08198197185993195},{"word":"twenty","start":207.13,"end":207.53,"confidence":0.9992918,"punctuated_word":"twenty","sentiment":"neutral","sentiment_score":-0.04532651603221893},{"word":"minutes","start":207.53,"end":208.03,"confidence":0.67003715,"punctuated_word":"minutes","sentiment":"neutral","sentiment_score":-0.06224755197763443},{"word":"wait","start":208.09,"end":208.515,"confidence":0.9943642,"punctuated_word":"wait,","sentiment":"neutral","sentiment_score":-0.04833836108446121},{"word":"please","start":208.755,"end":208.995,"confidence":0.99530137,"punctuated_word":"please","sentiment":"neutral","sentiment_score":-0.07325778156518936},{"word":"don't","start":208.995,"end":209.155,"confidence":0.9989753,"punctuated_word":"don't","sentiment":"neutral","sentiment_score":-0.02722024917602539},{"word":"hesitate","start":209.155,"end":209.555,"confidence":0.99916923,"punctuated_word":"hesitate","sentiment":"neutral","sentiment_score":-0.03893834352493286},{"word":"to","start":209.555,"end":209.715,"confidence":0.99956197,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.060793228447437286},{"word":"call","start":209.715,"end":209.955,"confidence":0.9998048,"punctuated_word":"call","sentiment":"neutral","sentiment_score":-0.06681279838085175},{"word":"us","start":209.955,"end":210.19499,"confidence":0.9997596,"punctuated_word":"us","sentiment":"neutral","sentiment_score":-0.060182347893714905},{"word":"back","start":210.19499,"end":210.69499,"confidence":0.9999039,"punctuated_word":"back","sentiment":"neutral","sentiment_score":-0.04497691988945007},{"word":"so","start":210.755,"end":210.995,"confidence":0.9236149,"punctuated_word":"so","sentiment":"neutral","sentiment_score":-0.018205255270004272},{"word":"we","start":210.995,"end":211.155,"confidence":0.9997104,"punctuated_word":"we","sentiment":"neutral","sentiment_score":-0.026731304824352264},{"word":"can","start":211.155,"end":211.395,"confidence":0.99979085,"punctuated_word":"can","sentiment":"neutral","sentiment_score":0.0008400380611419678},{"word":"continue","start":211.395,"end":211.795,"confidence":0.8446914,"punctuated_word":"continue","sentiment":"neutral","sentiment_score":0.006054356694221497},{"word":"with","start":211.795,"end":211.955,"confidence":0.99865925,"punctuated_word":"with","sentiment":"neutral","sentiment_score":0.007179826498031616},{"word":"the","start":211.955,"end":212.035,"confidence":0.9985152,"punctuated_word":"the","sentiment":"neutral","sentiment_score":0.007542863488197327},{"word":"next","start":212.035,"end":212.355,"confidence":0.99972695,"punctuated_word":"next","sentiment":"neutral","sentiment_score":0.018013015389442444},{"word":"steps","start":212.355,"end":212.675,"confidence":0.99946266,"punctuated_word":"steps","sentiment":"neutral","sentiment_score":0.008626982569694519},{"word":"or","start":212.675,"end":212.995,"confidence":0.97944057,"punctuated_word":"or","sentiment":"neutral","sentiment_score":-0.021067962050437927},{"word":"escalate","start":212.995,"end":213.475,"confidence":0.9967578,"punctuated_word":"escalate","sentiment":"neutral","sentiment_score":-0.08852799236774445},{"word":"the","start":213.475,"end":213.555,"confidence":0.95157945,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.08096769452095032},{"word":"issue","start":213.555,"end":213.875,"confidence":0.96463746,"punctuated_word":"issue","sentiment":"neutral","sentiment_score":-0.08249547332525253},{"word":"if","start":213.875,"end":214.035,"confidence":0.9461796,"punctuated_word":"if","sentiment":"neutral","sentiment_score":0.027927551418542865},{"word":"needed","start":214.035,"end":214.535,"confidence":0.99928343,"punctuated_word":"needed.","sentiment":"neutral","sentiment_score":0.0009383223950862885},{"word":"okay","start":216.515,"end":216.995,"confidence":0.9683602,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.24158363044261932},{"word":"thank","start":216.995,"end":217.235,"confidence":0.99938595,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.4239301085472107},{"word":"you","start":217.235,"end":217.555,"confidence":0.99981993,"punctuated_word":"you.","sentiment":"positive","sentiment_score":0.4057113230228424},{"word":"bye","start":217.555,"end":217.875,"confidence":0.99987006,"punctuated_word":"Bye","sentiment":"neutral","sentiment_score":0.2628058195114136},{"word":"for","start":217.875,"end":218.035,"confidence":0.9989729,"punctuated_word":"for","sentiment":"neutral","sentiment_score":0.2691652774810791},{"word":"now","start":218.035,"end":218.535,"confidence":0.9987711,"punctuated_word":"now.","sentiment":"neutral","sentiment_score":0.3044711947441101}],"paragraphs":{"transcript":"\nHello. Good morning. This is Maureen from Ortho tech support. How can I assist you today? Okay.\n\nMay I have your full name, please, for me to check your account? Okay. Is it okay if I put you on hold? Let me just check your account. Okay.\n\nHello, David? Yes. Thank you for waiting. So we did a reboot on the network side under your account. Is it okay if you do a full power cycle on the router?\n\nPlease turn off the router and keep it turned off for twenty minutes. And after that, plug it back in, turn it on again, and check your Internet connection. Let's see if it will have the same issue error. Mhmm. Yeah.\n\nSo I'll note this tab in your account. And if the issue is still there after the twenty minutes wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Okay. Thank you. Bye for now.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.1999999,"end":1.68,"sentiment":"neutral","sentiment_score":0.17397648096084595},{"text":"Good morning.","start":1.68,"end":2.32,"sentiment":"positive","sentiment_score":0.41877520084381104},{"text":"This is Maureen from Ortho tech support.","start":2.32,"end":4.8199997,"sentiment":"positive","sentiment_score":0.34157097339630127},{"text":"How can I assist you today?","start":5.12,"end":6.66,"sentiment":"positive","sentiment_score":0.3889625469843547},{"text":"Okay.","start":23.965,"end":24.465,"sentiment":"neutral","sentiment_score":-0.012487515807151794}],"sentiment":"positive","sentiment_score":0.33669479191303253,"num_words":17,"start":1.1999999,"end":24.465},{"sentences":[{"text":"May I have your full name, please, for me to check your account?","start":24.845,"end":27.8,"sentiment":"neutral","sentiment_score":0.03328875280343569},{"text":"Okay.","start":34.02,"end":34.52,"sentiment":"neutral","sentiment_score":0.02958715707063675},{"text":"Is it okay if I put you on hold?","start":34.98,"end":36.66,"sentiment":"neutral","sentiment_score":0.018998899600572057},{"text":"Let me just check your account.","start":36.66,"end":38.199997,"sentiment":"neutral","sentiment_score":0.008291543461382389},{"text":"Okay.","start":39.94,"end":40.44,"sentiment":"neutral","sentiment_score":0.06937196850776672}],"sentiment":"neutral","sentiment_score":0.025081742306550345,"num_words":30,"start":24.845,"end":40.44},{"sentences":[{"text":"Hello, David?","start":164.385,"end":165.28499,"sentiment":"neutral","sentiment_score":0.04894610680639744},{"text":"Yes.","start":166.86499,"end":167.36499,"sentiment":"neutral","sentiment_score":0.16582345962524414},{"text":"Thank you for waiting.","start":167.42499,"end":168.565,"sentiment":"positive","sentiment_score":0.402785561978817},{"text":"So we did a reboot on the network side under your account.","start":169.40001,"end":173.42001,"sentiment":"neutral","sentiment_score":0.0785695097098748},{"text":"Is it okay if you do a full power cycle on the router?","start":174.28,"end":177.1,"sentiment":"neutral","sentiment_score":0.05855475982221273}],"sentiment":"neutral","sentiment_score":0.11184074735501781,"num_words":32,"start":164.385,"end":177.1},{"sentences":[{"text":"Please turn off the router and keep it turned off for twenty minutes.","start":184.625,"end":189.365,"sentiment":"neutral","sentiment_score":-0.06503843831328246},{"text":"And after that, plug it back in, turn it on again, and check your Internet connection.","start":189.825,"end":195.685,"sentiment":"neutral","sentiment_score":-0.027067335438914597},{"text":"Let's see if it will have the same issue error.","start":195.745,"end":199.71,"sentiment":"neutral","sentiment_score":-0.10095583610236644},{"text":"Mhmm.","start":201.85,"end":202.35,"sentiment":"neutral","sentiment_score":0.017850663512945175},{"text":"Yeah.","start":202.81,"end":203.13,"sentiment":"neutral","sentiment_score":0.048921260982751846}],"sentiment":"neutral","sentiment_score":-0.05417959760056763,"num_words":41,"start":184.625,"end":203.13},{"sentences":[{"text":"So I'll note this tab in your account.","start":203.13,"end":204.89,"sentiment":"neutral","sentiment_score":0.048396493308246136},{"text":"And if the issue is still there after the twenty minutes wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.","start":204.89,"end":214.535,"sentiment":"neutral","sentiment_score":-0.04374136820887074},{"text":"Okay.","start":216.515,"end":216.995,"sentiment":"neutral","sentiment_score":0.24158363044261932},{"text":"Thank you.","start":216.995,"end":217.555,"sentiment":"positive","sentiment_score":0.41482071578502655},{"text":"Bye for now.","start":217.555,"end":218.535,"sentiment":"neutral","sentiment_score":0.27881409724553424}],"sentiment":"neutral","sentiment_score":0.01811434360260659,"num_words":47,"start":203.13,"end":218.535}]}}]},{"alternatives":[{"transcript":"Hi. I had a bit of an issue with video streaming. I've still got Internet, but I can't video stream. And I got a email saying it should be up and running now, but it's still got a video network error. My full name is David Brainard. Yeah. That's alright. Hello? Okay. So should I just disconnect the router? Okay. I'll try that then. Okay. Thank you. Bye.","confidence":0.9966254,"words":[{"word":"hi","start":7.44,"end":7.94,"confidence":0.99697304,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":-0.03809339925646782},{"word":"i","start":8.639999,"end":8.8,"confidence":0.76424384,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.14631123840808868},{"word":"had","start":8.8,"end":9.04,"confidence":0.6205124,"punctuated_word":"had","sentiment":"neutral","sentiment_score":-0.16447068750858307},{"word":"a","start":9.04,"end":9.2,"confidence":0.975471,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.17352695763111117},{"word":"bit","start":9.2,"end":9.36,"confidence":0.99866474,"punctuated_word":"bit","sentiment":"neutral","sentiment_score":-0.2056400179862976},{"word":"of","start":9.36,"end":9.5199995,"confidence":0.99891865,"punctuated_word":"of","sentiment":"neutral","sentiment_score":-0.2365313619375229},{"word":"an","start":9.5199995,"end":9.679999,"confidence":0.99623126,"punctuated_word":"an","sentiment":"neutral","sentiment_score":-0.1974678635597229},{"word":"issue","start":9.679999,"end":10.08,"confidence":0.999388,"punctuated_word":"issue","sentiment":"neutral","sentiment_score":-0.15941961109638214},{"word":"with","start":10.08,"end":10.58,"confidence":0.9966254,"punctuated_word":"with","sentiment":"neutral","sentiment_score":-0.22206704318523407},{"word":"video","start":10.639999,"end":11.12,"confidence":0.9593141,"punctuated_word":"video","sentiment":"neutral","sentiment_score":-0.18659327924251556},{"word":"streaming","start":11.12,"end":11.62,"confidence":0.9905058,"punctuated_word":"streaming.","sentiment":"neutral","sentiment_score":-0.19713184237480164},{"word":"i've","start":11.84,"end":12.0,"confidence":0.8410458,"punctuated_word":"I've","sentiment":"neutral","sentiment_score":-0.2533000409603119},{"word":"still","start":12.0,"end":12.32,"confidence":0.999826,"punctuated_word":"still","sentiment":"neutral","sentiment_score":-0.1953796148300171},{"word":"got","start":12.32,"end":12.639999,"confidence":0.99981564,"punctuated_word":"got","sentiment":"neutral","sentiment_score":-0.194576695561409},{"word":"internet","start":12.639999,"end":13.139999,"confidence":0.8573686,"punctuated_word":"Internet,","sentiment":"neutral","sentiment_score":-0.2045033574104309},{"word":"but","start":14.125,"end":14.445001,"confidence":0.99956566,"punctuated_word":"but","sentiment":"neutral","sentiment_score":-0.187305748462677},{"word":"i","start":14.445001,"end":14.685,"confidence":0.99946326,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.3235120475292206},{"word":"can't","start":14.685,"end":15.185,"confidence":0.9997376,"punctuated_word":"can't","sentiment":"neutral","sentiment_score":-0.31254008412361145},{"word":"video","start":15.565001,"end":16.045,"confidence":0.95029616,"punctuated_word":"video","sentiment":"neutral","sentiment_score":-0.23261579871177673},{"word":"stream","start":16.045,"end":16.365,"confidence":0.92126286,"punctuated_word":"stream.","sentiment":"neutral","sentiment_score":-0.22589412331581116},{"word":"and","start":16.365,"end":16.525,"confidence":0.9749587,"punctuated_word":"And","sentiment":"neutral","sentiment_score":-0.1931218653917313},{"word":"i","start":16.525,"end":16.605,"confidence":0.9995333,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.2956348955631256},{"word":"got","start":16.605,"end":16.845001,"confidence":0.8797423,"punctuated_word":"got","sentiment":"neutral","sentiment_score":-0.29315316677093506},{"word":"a","start":16.845001,"end":16.925,"confidence":0.5512618,"punctuated_word":"a","sentiment":"neutral","sentiment_score":-0.29005441069602966},{"word":"email","start":16.925,"end":17.325,"confidence":0.99964035,"punctuated_word":"email","sentiment":"neutral","sentiment_score":-0.2910984754562378},{"word":"saying","start":17.325,"end":17.645,"confidence":0.99873644,"punctuated_word":"saying","sentiment":"neutral","sentiment_score":-0.26062893867492676},{"word":"it","start":17.645,"end":17.805,"confidence":0.95822155,"punctuated_word":"it","sentiment":"neutral","sentiment_score":-0.19926214218139648},{"word":"should","start":17.805,"end":17.965,"confidence":0.99932086,"punctuated_word":"should","sentiment":"neutral","sentiment_score":-0.12980559468269348},{"word":"be","start":17.965,"end":18.125,"confidence":0.999181,"punctuated_word":"be","sentiment":"neutral","sentiment_score":-0.14692480862140656},{"word":"up","start":18.125,"end":18.285,"confidence":0.9987226,"punctuated_word":"up","sentiment":"neutral","sentiment_score":-0.0069264620542526245},{"word":"and","start":18.285,"end":18.445,"confidence":0.9890744,"punctuated_word":"and","sentiment":"neutral","sentiment_score":-0.09485642611980438},{"word":"running","start":18.445,"end":18.845001,"confidence":0.9982126,"punctuated_word":"running","sentiment":"neutral","sentiment_score":-0.06690246611833572},{"word":"now","start":18.845001,"end":19.245,"confidence":0.97713095,"punctuated_word":"now,","sentiment":"neutral","sentiment_score":-0.147434800863266},{"word":"but","start":19.245,"end":19.565,"confidence":0.9998286,"punctuated_word":"but","sentiment":"neutral","sentiment_score":-0.1927187293767929},{"word":"it's","start":19.565,"end":19.805,"confidence":0.79182196,"punctuated_word":"it's","sentiment":"negative","sentiment_score":-0.3942734599113464},{"word":"still","start":19.805,"end":20.045,"confidence":0.9996475,"punctuated_word":"still","sentiment":"negative","sentiment_score":-0.4383930265903473},{"word":"got","start":20.045,"end":20.365,"confidence":0.9836346,"punctuated_word":"got","sentiment":"negative","sentiment_score":-0.5023729801177979},{"word":"a","start":20.365,"end":20.445,"confidence":0.95797205,"punctuated_word":"a","sentiment":"negative","sentiment_score":-0.4292892813682556},{"word":"video","start":20.445,"end":20.845001,"confidence":0.9957344,"punctuated_word":"video","sentiment":"negative","sentiment_score":-0.4657858610153198},{"word":"network","start":20.845001,"end":21.325,"confidence":0.9992999,"punctuated_word":"network","sentiment":"negative","sentiment_score":-0.473788857460022},{"word":"error","start":21.325,"end":21.825,"confidence":0.998884,"punctuated_word":"error.","sentiment":"negative","sentiment_score":-0.333471417427063},{"word":"my","start":28.5,"end":28.74,"confidence":0.9276429,"punctuated_word":"My","sentiment":"neutral","sentiment_score":0.012818761169910433},{"word":"full","start":28.74,"end":28.98,"confidence":0.9997322,"punctuated_word":"full","sentiment":"neutral","sentiment_score":0.011636804789304732},{"word":"name","start":28.98,"end":29.3,"confidence":0.99985087,"punctuated_word":"name","sentiment":"neutral","sentiment_score":0.009410478174686432},{"word":"is","start":29.3,"end":29.8,"confidence":0.9996117,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.019766874611377716},{"word":"david","start":29.94,"end":30.44,"confidence":0.91770476,"punctuated_word":"David","sentiment":"neutral","sentiment_score":0.00852193683385849},{"word":"brainard","start":30.5,"end":31.0,"confidence":0.8708795,"punctuated_word":"Brainard.","sentiment":"neutral","sentiment_score":0.017138561233878136},{"word":"yeah","start":38.5,"end":38.739998,"confidence":0.78423417,"punctuated_word":"Yeah.","sentiment":"neutral","sentiment_score":0.08501005172729492},{"word":"that's","start":38.739998,"end":38.98,"confidence":0.9875281,"punctuated_word":"That's","sentiment":"neutral","sentiment_score":0.11425274610519408},{"word":"alright","start":38.98,"end":39.48,"confidence":0.993201,"punctuated_word":"alright.","sentiment":"neutral","sentiment_score":0.12169765681028366},{"word":"hello","start":165.87001,"end":166.37001,"confidence":0.8528826,"punctuated_word":"Hello?","sentiment":"neutral","sentiment_score":0.04726985841989517},{"word":"okay","start":178.945,"end":179.265,"confidence":0.99698746,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.00950068049132824},{"word":"so","start":179.265,"end":179.66501,"confidence":0.9981894,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.005367826670408249},{"word":"should","start":179.66501,"end":179.905,"confidence":0.99646556,"punctuated_word":"should","sentiment":"neutral","sentiment_score":-0.01591498777270317},{"word":"i","start":179.905,"end":180.065,"confidence":0.99986887,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.010289587080478668},{"word":"just","start":180.065,"end":180.565,"confidence":0.99913305,"punctuated_word":"just","sentiment":"neutral","sentiment_score":-0.013999797403812408},{"word":"disconnect","start":180.625,"end":181.125,"confidence":0.86594003,"punctuated_word":"disconnect","sentiment":"neutral","sentiment_score":-0.04449119046330452},{"word":"the","start":181.185,"end":181.345,"confidence":0.9996624,"punctuated_word":"the","sentiment":"neutral","sentiment_score":-0.03325366973876953},{"word":"router","start":181.345,"end":181.845,"confidence":0.9989593,"punctuated_word":"router?","sentiment":"neutral","sentiment_score":-0.01834798790514469},{"word":"okay","start":200.81,"end":201.31,"confidence":0.9786934,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.001887008547782898},{"word":"i'll","start":201.45,"end":201.61,"confidence":0.98990494,"punctuated_word":"I'll","sentiment":"neutral","sentiment_score":-0.002368200570344925},{"word":"try","start":201.61,"end":201.93,"confidence":0.99938667,"punctuated_word":"try","sentiment":"neutral","sentiment_score":-0.007618818432092667},{"word":"that","start":201.93,"end":202.17,"confidence":0.998747,"punctuated_word":"that","sentiment":"neutral","sentiment_score":0.024078041315078735},{"word":"then","start":202.17,"end":202.67,"confidence":0.99482363,"punctuated_word":"then.","sentiment":"neutral","sentiment_score":0.02087382599711418},{"word":"okay","start":214.97499,"end":215.295,"confidence":0.9869441,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.1818958818912506},{"word":"thank","start":215.295,"end":215.61499,"confidence":0.998654,"punctuated_word":"Thank","sentiment":"positive","sentiment_score":0.369245320558548},{"word":"you","start":215.61499,"end":216.11499,"confidence":0.99947196,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":0.2956407070159912},{"word":"bye","start":219.07294,"end":219.57294,"confidence":0.8876276,"punctuated_word":"Bye.","sentiment":"neutral","sentiment_score":0.12952496111392975}],"paragraphs":{"transcript":"\nHi. I had a bit of an issue with video streaming. I've still got Internet, but I can't video stream. And I got a email saying it should be up and running now, but it's still got a video network error. My full name is David Brainard.\n\nYeah. That's alright. Hello? Okay. So should I just disconnect the router?\n\nOkay. I'll try that then. Okay. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":7.44,"end":7.94,"sentiment":"neutral","sentiment_score":-0.03809339925646782},{"text":"I had a bit of an issue with video streaming.","start":8.639999,"end":11.62,"sentiment":"neutral","sentiment_score":-0.18891599029302597},{"text":"I've still got Internet, but I can't video stream.","start":11.84,"end":16.365,"sentiment":"neutral","sentiment_score":-0.23662527898947397},{"text":"And I got a email saying it should be up and running now, but it's still got a video network error.","start":16.365,"end":21.825,"sentiment":"neutral","sentiment_score":-0.26885228887909934},{"text":"My full name is David Brainard.","start":28.5,"end":31.0,"sentiment":"neutral","sentiment_score":0.013215569468835989}],"sentiment":"neutral","sentiment_score":-0.20475500984553327,"num_words":47,"start":7.44,"end":31.0},{"sentences":[{"text":"Yeah.","start":38.5,"end":38.739998,"sentiment":"neutral","sentiment_score":0.08501005172729492},{"text":"That's alright.","start":38.739998,"end":39.48,"sentiment":"neutral","sentiment_score":0.11797520145773888},{"text":"Hello?","start":165.87001,"end":166.37001,"sentiment":"neutral","sentiment_score":0.04726985841989517},{"text":"Okay.","start":178.945,"end":179.265,"sentiment":"neutral","sentiment_score":0.00950068049132824},{"text":"So should I just disconnect the router?","start":179.265,"end":181.845,"sentiment":"neutral","sentiment_score":-0.02023786386208875}],"sentiment":"neutral","sentiment_score":0.019672162209947903,"num_words":12,"start":38.5,"end":181.845},{"sentences":[{"text":"Okay.","start":200.81,"end":201.31,"sentiment":"neutral","sentiment_score":0.001887008547782898},{"text":"I'll try that then.","start":201.45,"end":202.67,"sentiment":"neutral","sentiment_score":0.008741212077438831},{"text":"Okay.","start":214.97499,"end":215.295,"sentiment":"neutral","sentiment_score":0.1818958818912506},{"text":"Thank you.","start":215.295,"end":216.11499,"sentiment":"neutral","sentiment_score":0.3324430137872696},{"text":"Bye.","start":219.07294,"end":219.57294,"sentiment":"neutral","sentiment_score":0.12952496111392975}],"sentiment":"neutral","sentiment_score":0.11257319193747309,"num_words":9,"start":200.81,"end":219.57294}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Maureen from Ortho tech support. How can I assist you today?\n\nChannel 1: Hi. I had a bit of an issue with video streaming. I've still got Internet, but I can't video stream. And I got a email saying it should be up and running now, but it's still got a video network error.\n\nChannel 0: Okay. May I have your full name, please, for me to check your account?\n\nChannel 1: My full name is David Brainard.\n\nChannel 0: Okay. Is it okay if I put you on hold? Let me just check your account.\n\nChannel 1: Yeah. That's alright.\n\nChannel 0: Okay. Hello, David?\n\nChannel 1: Hello?\n\nChannel 0: Yes. Thank you for waiting. So we did a reboot on the network side under your account. Is it okay if you do a full power cycle on the router?\n\nChannel 1: Okay. So should I just disconnect the router?\n\nChannel 0: Please turn off the router and keep it turned off for twenty minutes. And after that, plug it back in, turn it on again, and check your Internet connection. Let's see if it will have the same issue error.\n\nChannel 1: Okay. I'll try\n\nChannel 0: Mhmm.\n\nChannel 1: that then.\n\nChannel 0: Yeah. So I'll note this tab in your account. And if the issue is still there after the twenty minutes wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.\n\nChannel 1: Okay. Thank you.\n\nChannel 0: Okay. Thank you. Bye for now.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.1999999,"end":1.68,"sentiment":"neutral","sentiment_score":0.17397648096084595},{"text":"Good morning.","start":1.68,"end":2.32,"sentiment":"positive","sentiment_score":0.41877520084381104},{"text":"This is Maureen from Ortho tech support.","start":2.32,"end":4.8199997,"sentiment":"positive","sentiment_score":0.34157097339630127},{"text":"How can I assist you today?","start":5.12,"end":6.66,"sentiment":"positive","sentiment_score":0.3889625469843547}],"sentiment":"positive","sentiment_score":0.35851868614554405,"channel":0,"num_words":16,"start":1.1999999,"end":6.66},{"sentences":[{"text":"Hi.","start":7.44,"end":7.94,"sentiment":"neutral","sentiment_score":-0.03809339925646782},{"text":"I had a bit of an issue with video streaming.","start":8.639999,"end":11.62,"sentiment":"neutral","sentiment_score":-0.18891599029302597},{"text":"I've still got Internet, but I can't video stream.","start":11.84,"end":16.365,"sentiment":"neutral","sentiment_score":-0.23662527898947397},{"text":"And I got a email saying it should be up and running now, but it's still got a video network error.","start":16.365,"end":21.825,"sentiment":"neutral","sentiment_score":-0.26885228887909934}],"sentiment":"neutral","sentiment_score":-0.23665314340373364,"channel":1,"num_words":41,"start":7.44,"end":21.825},{"sentences":[{"text":"Okay.","start":23.965,"end":24.465,"sentiment":"neutral","sentiment_score":-0.012487515807151794},{"text":"May I have your full name, please, for me to check your account?","start":24.845,"end":27.8,"sentiment":"neutral","sentiment_score":0.03328875280343569}],"sentiment":"neutral","sentiment_score":0.03001901933125087,"channel":0,"num_words":14,"start":23.965,"end":27.8},{"sentences":[{"text":"My full name is David Brainard.","start":28.5,"end":31.0,"sentiment":"neutral","sentiment_score":0.013215569468835989}],"sentiment":"neutral","sentiment_score":0.013215569468835989,"channel":1,"num_words":6,"start":28.5,"end":31.0},{"sentences":[{"text":"Okay.","start":34.02,"end":34.52,"sentiment":"neutral","sentiment_score":0.02958715707063675},{"text":"Is it okay if I put you on hold?","start":34.98,"end":36.66,"sentiment":"neutral","sentiment_score":0.018998899600572057},{"text":"Let me just check your account.","start":36.66,"end":38.199997,"sentiment":"neutral","sentiment_score":0.008291543461382389}],"sentiment":"neutral","sentiment_score":0.015645407140254974,"channel":0,"num_words":16,"start":34.02,"end":38.199997},{"sentences":[{"text":"Yeah.","start":38.5,"end":38.739998,"sentiment":"neutral","sentiment_score":0.08501005172729492},{"text":"That's alright.","start":38.739998,"end":39.48,"sentiment":"neutral","sentiment_score":0.11797520145773888}],"sentiment":"neutral","sentiment_score":0.10698681821425755,"channel":1,"num_words":3,"start":38.5,"end":39.48},{"sentences":[{"text":"Okay.","start":39.94,"end":40.44,"sentiment":"neutral","sentiment_score":0.06937196850776672},{"text":"Hello, David?","start":164.385,"end":165.28499,"sentiment":"neutral","sentiment_score":0.04894610680639744}],"sentiment":"neutral","sentiment_score":0.05575472737352053,"channel":0,"num_words":3,"start":39.94,"end":165.28499},{"sentences":[{"text":"Hello?","start":165.87001,"end":166.37001,"sentiment":"neutral","sentiment_score":0.04726985841989517}],"sentiment":"neutral","sentiment_score":0.04726985841989517,"channel":1,"num_words":1,"start":165.87001,"end":166.37001},{"sentences":[{"text":"Yes.","start":166.86499,"end":167.36499,"sentiment":"neutral","sentiment_score":0.16582345962524414},{"text":"Thank you for waiting.","start":167.42499,"end":168.565,"sentiment":"positive","sentiment_score":0.402785561978817},{"text":"So we did a reboot on the network side under your account.","start":169.40001,"end":173.42001,"sentiment":"neutral","sentiment_score":0.0785695097098748},{"text":"Is it okay if you do a full power cycle on the router?","start":174.28,"end":177.1,"sentiment":"neutral","sentiment_score":0.05855475982221273}],"sentiment":"neutral","sentiment_score":0.1160337233915925,"channel":0,"num_words":30,"start":166.86499,"end":177.1},{"sentences":[{"text":"Okay.","start":178.945,"end":179.265,"sentiment":"neutral","sentiment_score":0.00950068049132824},{"text":"So should I just disconnect the router?","start":179.265,"end":181.845,"sentiment":"neutral","sentiment_score":-0.02023786386208875}],"sentiment":"neutral","sentiment_score":-0.016520545817911625,"channel":1,"num_words":8,"start":178.945,"end":181.845},{"sentences":[{"text":"Please turn off the router and keep it turned off for twenty minutes.","start":184.625,"end":189.365,"sentiment":"neutral","sentiment_score":-0.06503843831328246},{"text":"And after that, plug it back in, turn it on again, and check your Internet connection.","start":189.825,"end":195.685,"sentiment":"neutral","sentiment_score":-0.027067335438914597},{"text":"Let's see if it will have the same issue error.","start":195.745,"end":199.71,"sentiment":"neutral","sentiment_score":-0.10095583610236644}],"sentiment":"neutral","sentiment_score":-0.05867013913125564,"channel":0,"num_words":39,"start":184.625,"end":199.71},{"sentences":[{"text":"Okay.","start":200.81,"end":201.31,"sentiment":"neutral","sentiment_score":0.001887008547782898},{"text":"I'll try","start":201.45,"end":201.93,"sentiment":"neutral","sentiment_score":-0.004993509501218796}],"sentiment":"neutral","sentiment_score":-0.0027000034848848977,"channel":1,"num_words":3,"start":200.81,"end":201.93},{"sentences":[{"text":"Mhmm.","start":201.85,"end":202.35,"sentiment":"neutral","sentiment_score":0.017850663512945175}],"sentiment":"neutral","sentiment_score":0.017850663512945175,"channel":0,"num_words":1,"start":201.85,"end":202.35},{"sentences":[{"text":"that then.","start":201.93,"end":202.67,"sentiment":"neutral","sentiment_score":0.02247593365609646}],"sentiment":"neutral","sentiment_score":0.02247593365609646,"channel":1,"num_words":2,"start":201.93,"end":202.67},{"sentences":[{"text":"Yeah.","start":202.81,"end":203.13,"sentiment":"neutral","sentiment_score":0.048921260982751846},{"text":"So I'll note this tab in your account.","start":203.13,"end":204.89,"sentiment":"neutral","sentiment_score":0.048396493308246136},{"text":"And if the issue is still there after the twenty minutes wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed.","start":204.89,"end":214.535,"sentiment":"neutral","sentiment_score":-0.04374136820887074}],"sentiment":"neutral","sentiment_score":-0.023985046272476513,"channel":0,"num_words":42,"start":202.81,"end":214.535},{"sentences":[{"text":"Okay.","start":214.97499,"end":215.295,"sentiment":"neutral","sentiment_score":0.1818958818912506},{"text":"Thank you.","start":215.295,"end":216.11499,"sentiment":"neutral","sentiment_score":0.3324430137872696}],"sentiment":"neutral","sentiment_score":0.2822606364885966,"channel":1,"num_words":3,"start":214.97499,"end":216.11499},{"sentences":[{"text":"Okay.","start":216.515,"end":216.995,"sentiment":"neutral","sentiment_score":0.24158363044261932},{"text":"Thank you.","start":216.995,"end":217.555,"sentiment":"positive","sentiment_score":0.41482071578502655},{"text":"Bye for now.","start":217.555,"end":218.535,"sentiment":"neutral","sentiment_score":0.27881409724553424}],"sentiment":"neutral","sentiment_score":0.31794455895821255,"channel":0,"num_words":6,"start":216.515,"end":218.535},{"sentences":[{"text":"Bye.","start":219.07294,"end":219.57294,"sentiment":"neutral","sentiment_score":0.12952496111392975}],"sentiment":"neutral","sentiment_score":0.12952496111392975,"channel":1,"num_words":1,"start":219.07294,"end":219.57294}]},"summary":{"result":"success","short":"A customer named David is experiencing issues with video streaming on his device. He had received an email saying his network is up and running, but it still shows a video network error. The agent, Maureen, checks his account and suggests a reboot on the network, but the issue persists and the agent advises the customer to call back if the network remains unresponsive."},"intents":{"segments":[{"text":"I had a bit of an issue with video streaming. I've still got Internet, but I can't video stream. And I got a email saying it should be up and running now, but it's still got a video network error. Okay.","start_word":17,"end_word":57,"intents":[{"intent":"Fix video streaming issue","confidence_score":0.23026636}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.17397648096084595},{"text":"Good morning. This is Maureen from Ortho tech support. How can I assist you today?","start_word":1,"end_word":15,"sentiment":"positive","sentiment_score":0.3729468286037445},{"text":"Hi. I had a bit of an issue with video streaming. I've still got Internet, but I can't video stream. And I got a email saying it should be up and running now, but it's still got a video network error. Okay. May I have your full name, please, for me to check your account? My full name is David Brainard. Okay. Is it okay if I put you on hold? Let me just check your account. Yeah. That's alright. Okay. Hello, David? Hello? Yes.","start_word":16,"end_word":100,"sentiment":"neutral","sentiment_score":-0.09090346097946168},{"text":"Thank you for waiting.","start_word":101,"end_word":104,"sentiment":"positive","sentiment_score":0.4081096649169922},{"text":"So we did a reboot on the network side under your account. Is it okay if you do a full power cycle on the router? Okay. So should I just disconnect the router? Please turn off the router and keep it turned off for twenty minutes. And after that, plug it back in, turn it on again, and check your Internet connection. Let's see if it will have the same issue error. Okay. I'll try Mhmm. that then. Yeah. So I'll note this tab in your account. And if the issue is still there after the twenty minutes wait, please don't hesitate to call us back so we can continue with the next steps or escalate the issue if needed. Okay. Thank you. Okay.","start_word":105,"end_word":228,"sentiment":"neutral","sentiment_score":0.0014901042450219393},{"text":"Thank you.","start_word":229,"end_word":230,"sentiment":"positive","sentiment_score":0.41178426146507263},{"text":"Bye for now. Bye.","start_word":231,"end_word":234,"sentiment":"neutral","sentiment_score":0.2404032051563263}],"average":{"sentiment":"neutral","sentiment_score":0.007020637392997742}}}}