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And when was the last time you have used your credit card or debit card?","paragraphs":[{"sentences":[{"text":"This is an automated notification from PayPal concerning a recent charge of $499 on Apple iTunes linked to your account.","start":4.0,"end":12.34,"sentiment":"neutral","sentiment_score":-0.05995583841577172},{"text":"If you did not authorize this transaction and wish to cancel or report it, please press 1 to connect with our support team.","start":12.675,"end":19.575,"sentiment":"negative","sentiment_score":-0.34192553486513055},{"text":"Thanks for getting connected with PayPal.","start":24.355,"end":26.115,"sentiment":"positive","sentiment_score":0.6006234387556711},{"text":"How can I help you?","start":26.115,"end":27.175,"sentiment":"positive","sentiment_score":0.4518078863620758},{"text":"Yes, sir.","start":33.84,"end":34.58,"sentiment":"neutral","sentiment_score":0.13359640166163445}],"sentiment":"neutral","sentiment_score":-0.052382700045460036,"num_words":56,"start":4.0,"end":34.58},{"sentences":[{"text":"It's a payment I can see here.","start":36.4,"end":37.68,"sentiment":"neutral","sentiment_score":0.05064643759812627},{"text":"It's $400 for Apple gift card.","start":37.68,"end":39.84,"sentiment":"neutral","sentiment_score":0.014305021109369894},{"text":"So have you made this transaction?","start":39.84,"end":41.22,"sentiment":"neutral","sentiment_score":-0.016966412775218487},{"text":"Alright.","start":46.865,"end":47.185,"sentiment":"neutral","sentiment_score":-0.14672940969467163},{"text":"So you want me to authorize this transaction?","start":47.185,"end":49.125,"sentiment":"neutral","sentiment_score":-0.10395650193095207}],"sentiment":"neutral","sentiment_score":-0.022850882569660565,"num_words":28,"start":36.4,"end":49.125},{"sentences":[{"text":"Okay.","start":54.680878,"end":55.180878,"sentiment":"neutral","sentiment_score":0.0006202198565006256},{"text":"And when was the last time you have used your credit card or debit card?","start":55.800877,"end":59.020878,"sentiment":"neutral","sentiment_score":-0.05051287313302358}],"sentiment":"neutral","sentiment_score":-0.04731705482117832,"num_words":16,"start":54.680878,"end":59.020878}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello?\n\nChannel 1: This is an automated notification from PayPal concerning a recent charge of $499 on Apple iTunes linked to your account. If you did not authorize this transaction and wish to cancel or report it, please press 1 to connect with our support team. Thanks for getting connected with PayPal. How can I help you?\n\nChannel 0: You're calling me saying that I made a transaction.\n\nChannel 1: Yes, sir. It's a payment I can see here. It's $400 for Apple gift card. So have you made this transaction?\n\nChannel 0: No.\n\nChannel 1: Alright. So you want me to authorize this transaction?\n\nChannel 0: Sure.\n\nChannel 1: Okay. And when was the last time you have used your credit card or debit card?","paragraphs":[{"sentences":[{"text":"Hello?","start":1.52,"end":2.02,"sentiment":"neutral","sentiment_score":-0.0015318021178245544}],"sentiment":"neutral","sentiment_score":-0.0015318021178245544,"channel":0,"num_words":1,"start":1.52,"end":2.02},{"sentences":[{"text":"This is an automated notification from PayPal concerning a recent charge of $499 on Apple iTunes linked to your account.","start":4.0,"end":12.34,"sentiment":"neutral","sentiment_score":-0.05995583841577172},{"text":"If you did not authorize this transaction and wish to cancel or report it, please press 1 to connect with our support team.","start":12.675,"end":19.575,"sentiment":"negative","sentiment_score":-0.34192553486513055},{"text":"Thanks for getting connected with PayPal.","start":24.355,"end":26.115,"sentiment":"positive","sentiment_score":0.6006234387556711},{"text":"How can I help you?","start":26.115,"end":27.175,"sentiment":"positive","sentiment_score":0.4518078863620758}],"sentiment":"neutral","sentiment_score":-0.05927081492350057,"channel":1,"num_words":54,"start":4.0,"end":27.175},{"sentences":[{"text":"You're calling me saying that I made a transaction.","start":28.395,"end":30.494999,"sentiment":"neutral","sentiment_score":-0.09785431664850977}],"sentiment":"neutral","sentiment_score":-0.09785431664850977,"channel":0,"num_words":9,"start":28.395,"end":30.494999},{"sentences":[{"text":"Yes, sir.","start":33.84,"end":34.58,"sentiment":"neutral","sentiment_score":0.13359640166163445},{"text":"It's a payment I can see here.","start":36.4,"end":37.68,"sentiment":"neutral","sentiment_score":0.05064643759812627},{"text":"It's $400 for Apple gift card.","start":37.68,"end":39.84,"sentiment":"neutral","sentiment_score":0.014305021109369894},{"text":"So have you made this transaction?","start":39.84,"end":41.22,"sentiment":"neutral","sentiment_score":-0.016966412775218487}],"sentiment":"neutral","sentiment_score":0.028845215072145776,"channel":1,"num_words":21,"start":33.84,"end":41.22},{"sentences":[{"text":"No.","start":42.21,"end":42.71,"sentiment":"neutral","sentiment_score":-0.3134323060512543}],"sentiment":"neutral","sentiment_score":-0.3134323060512543,"channel":0,"num_words":1,"start":42.21,"end":42.71},{"sentences":[{"text":"Alright.","start":46.865,"end":47.185,"sentiment":"neutral","sentiment_score":-0.14672940969467163},{"text":"So you want me to authorize this transaction?","start":47.185,"end":49.125,"sentiment":"neutral","sentiment_score":-0.10395650193095207}],"sentiment":"neutral","sentiment_score":-0.10870904723803203,"channel":1,"num_words":9,"start":46.865,"end":49.125},{"sentences":[{"text":"Sure.","start":50.255,"end":50.755,"sentiment":"neutral","sentiment_score":0.02261164039373398}],"sentiment":"neutral","sentiment_score":0.02261164039373398,"channel":0,"num_words":1,"start":50.255,"end":50.755},{"sentences":[{"text":"Okay.","start":54.680878,"end":55.180878,"sentiment":"neutral","sentiment_score":0.0006202198565006256},{"text":"And when was the last time you have used your credit card or debit card?","start":55.800877,"end":59.020878,"sentiment":"neutral","sentiment_score":-0.05051287313302358}],"sentiment":"neutral","sentiment_score":-0.04731705482117832,"channel":1,"num_words":16,"start":54.680878,"end":59.020878}]},"summary":{"result":"success","short":"The customer receives an automated message from PayPal about a recent charge on Apple iTunes linked to their account. They are prompted to press 1 to connect with the support team if they did not authorize the transaction. The agent asks the customer if they have used their credit or debit card and when was the last time they made a payment."},"intents":{"segments":[{"text":"If you did not authorize this transaction and wish to cancel or report it, please press 1 to connect with our support team.","start_word":21,"end_word":43,"intents":[{"intent":"Authorize transaction","confidence_score":0.22725073}]}]},"sentiments":{"segments":[{"text":"Hello? This is an automated notification from PayPal concerning a recent charge of $499 on Apple iTunes linked to your account.","start_word":0,"end_word":20,"sentiment":"neutral","sentiment_score":-0.056455664336681366},{"text":"If you did not authorize this transaction and wish to cancel or report it, please press 1 to connect with our support team.","start_word":21,"end_word":43,"sentiment":"negative","sentiment_score":-0.3390449583530426},{"text":"Thanks for getting connected with PayPal. How can I help you?","start_word":44,"end_word":54,"sentiment":"positive","sentiment_score":0.5306118726730347},{"text":"You're calling me saying that I made a transaction. Yes, sir. It's a payment I can see here. It's $400 for Apple gift card. So have you made this transaction? No. Alright. So you want me to authorize this transaction? Sure. Okay. And when was the last time you have used your credit card or debit card?","start_word":55,"end_word":111,"sentiment":"neutral","sentiment_score":-0.03262867406010628}],"average":{"sentiment":"neutral","sentiment_score":-0.039205819788113445}}}}