{"metadata":{"transaction_key":"deprecated","request_id":"01a03c09-63ff-79e3-8563-d96d01def6d8","sha256":"3bb1ef1af184711f0aad1bad09a848ed59483e43f3a68c9045f75c035cadb7b5","created":"2026-08-26T03:07:24.606Z","duration":31.607937,"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":95,"output_tokens":47},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":106,"output_tokens":106},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":106,"output_tokens":12}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. This is Melissa from Airtel. Am I speaking to Zhi Peng? Oh, I'm sorry. Is this much better? We just wanted to check what delivery you would like for your free router. Okay. Sure. I'll call you back real time. One moment, please.","confidence":0.99853516,"words":[{"word":"hi","start":2.8799999,"end":3.12,"confidence":0.99658203,"punctuated_word":"Hi.","sentiment":"neutral","sentiment_score":0.1738397181034088},{"word":"good","start":3.12,"end":3.4399998,"confidence":1.0,"punctuated_word":"Good","sentiment":"positive","sentiment_score":0.4056539237499237},{"word":"afternoon","start":3.4399998,"end":3.9399998,"confidence":0.9995117,"punctuated_word":"afternoon.","sentiment":"neutral","sentiment_score":0.29970383644104004},{"word":"this","start":4.16,"end":4.48,"confidence":0.63671875,"punctuated_word":"This","sentiment":"neutral","sentiment_score":0.19121317565441132},{"word":"is","start":4.48,"end":4.72,"confidence":0.9980469,"punctuated_word":"is","sentiment":"neutral","sentiment_score":0.1990211606025696},{"word":"melissa","start":4.72,"end":5.22,"confidence":0.9921875,"punctuated_word":"Melissa","sentiment":"neutral","sentiment_score":0.2739410698413849},{"word":"from","start":5.2799997,"end":5.6,"confidence":1.0,"punctuated_word":"from","sentiment":"neutral","sentiment_score":0.2830158472061157},{"word":"airtel","start":5.6,"end":6.1,"confidence":0.99450684,"punctuated_word":"Airtel.","sentiment":"neutral","sentiment_score":0.19323086738586423},{"word":"am","start":6.24,"end":6.3999996,"confidence":0.99609375,"punctuated_word":"Am","sentiment":"neutral","sentiment_score":0.081462562084198},{"word":"i","start":6.3999996,"end":6.56,"confidence":0.9980469,"punctuated_word":"I","sentiment":"neutral","sentiment_score":0.0995367169380188},{"word":"speaking","start":6.56,"end":6.8799996,"confidence":1.0,"punctuated_word":"speaking","sentiment":"neutral","sentiment_score":0.0671653226017952},{"word":"to","start":6.8799996,"end":7.3799996,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":0.1020497828722},{"word":"zhi","start":7.44,"end":7.7599998,"confidence":0.46350098,"punctuated_word":"Zhi","sentiment":"neutral","sentiment_score":0.15743277966976166},{"word":"peng","start":7.7599998,"end":8.26,"confidence":0.9379883,"punctuated_word":"Peng?","sentiment":"neutral","sentiment_score":0.14207661151885986},{"word":"oh","start":12.639999,"end":13.139999,"confidence":0.96240234,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":-0.1856427937746048},{"word":"i'm","start":13.36,"end":13.599999,"confidence":0.99853516,"punctuated_word":"I'm","sentiment":"neutral","sentiment_score":-0.14857517182826996},{"word":"sorry","start":13.599999,"end":14.08,"confidence":0.9848633,"punctuated_word":"sorry.","sentiment":"neutral","sentiment_score":-0.15371784567832947},{"word":"is","start":14.08,"end":14.24,"confidence":0.9970703,"punctuated_word":"Is","sentiment":"neutral","sentiment_score":-0.06867454946041107},{"word":"this","start":14.24,"end":14.559999,"confidence":1.0,"punctuated_word":"this","sentiment":"neutral","sentiment_score":-0.14523686468601227},{"word":"much","start":14.559999,"end":14.88,"confidence":0.9980469,"punctuated_word":"much","sentiment":"neutral","sentiment_score":-0.11238234490156174},{"word":"better","start":14.88,"end":15.38,"confidence":1.0,"punctuated_word":"better?","sentiment":"neutral","sentiment_score":-0.15418684482574463},{"word":"we","start":19.705,"end":19.945,"confidence":0.52246094,"punctuated_word":"We","sentiment":"neutral","sentiment_score":-0.15672223269939425},{"word":"just","start":19.945,"end":20.185,"confidence":1.0,"punctuated_word":"just","sentiment":"neutral","sentiment_score":-0.12223349511623384},{"word":"wanted","start":20.185,"end":20.505,"confidence":1.0,"punctuated_word":"wanted","sentiment":"neutral","sentiment_score":-0.07516136765480042},{"word":"to","start":20.505,"end":21.005,"confidence":1.0,"punctuated_word":"to","sentiment":"neutral","sentiment_score":-0.060181498527526855},{"word":"check","start":21.064999,"end":21.564999,"confidence":1.0,"punctuated_word":"check","sentiment":"neutral","sentiment_score":-0.019763465970754623},{"word":"what","start":21.865,"end":22.265,"confidence":0.99902344,"punctuated_word":"what","sentiment":"neutral","sentiment_score":-0.05866716429591179},{"word":"delivery","start":22.265,"end":22.765,"confidence":0.99902344,"punctuated_word":"delivery","sentiment":"neutral","sentiment_score":-0.1328715831041336},{"word":"you","start":22.825,"end":22.985,"confidence":0.99902344,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.10297256708145142},{"word":"would","start":22.985,"end":23.225,"confidence":1.0,"punctuated_word":"would","sentiment":"neutral","sentiment_score":-0.06504376232624054},{"word":"like","start":23.225,"end":23.465,"confidence":0.97998047,"punctuated_word":"like","sentiment":"neutral","sentiment_score":-0.06070060655474663},{"word":"for","start":23.465,"end":23.625,"confidence":1.0,"punctuated_word":"for","sentiment":"neutral","sentiment_score":-0.09932951629161836},{"word":"your","start":23.625,"end":23.865,"confidence":1.0,"punctuated_word":"your","sentiment":"neutral","sentiment_score":-0.14972186088562012},{"word":"free","start":23.865,"end":24.105,"confidence":0.99121094,"punctuated_word":"free","sentiment":"neutral","sentiment_score":-0.12975941598415375},{"word":"router","start":24.105,"end":24.605,"confidence":0.9770508,"punctuated_word":"router.","sentiment":"neutral","sentiment_score":-0.16636180877685547},{"word":"okay","start":27.785,"end":28.185,"confidence":0.9577637,"punctuated_word":"Okay.","sentiment":"neutral","sentiment_score":0.005119526758790016},{"word":"sure","start":28.185,"end":28.685,"confidence":0.9995117,"punctuated_word":"Sure.","sentiment":"neutral","sentiment_score":0.08032006770372391},{"word":"i'll","start":28.825,"end":28.985,"confidence":0.9711914,"punctuated_word":"I'll","sentiment":"neutral","sentiment_score":0.07356905192136765},{"word":"call","start":28.985,"end":29.224998,"confidence":0.9863281,"punctuated_word":"call","sentiment":"neutral","sentiment_score":0.08722207695245743},{"word":"you","start":29.224998,"end":29.465,"confidence":1.0,"punctuated_word":"you","sentiment":"neutral","sentiment_score":0.0830284059047699},{"word":"back","start":29.465,"end":29.785,"confidence":1.0,"punctuated_word":"back","sentiment":"neutral","sentiment_score":0.10313785076141356},{"word":"real","start":29.785,"end":30.105,"confidence":0.99121094,"punctuated_word":"real","sentiment":"neutral","sentiment_score":0.14326760172843933},{"word":"time","start":30.105,"end":30.425,"confidence":0.9995117,"punctuated_word":"time.","sentiment":"neutral","sentiment_score":0.09230314195156096},{"word":"one","start":30.425,"end":30.665,"confidence":1.0,"punctuated_word":"One","sentiment":"neutral","sentiment_score":0.0642235279083252},{"word":"moment","start":30.665,"end":31.064999,"confidence":0.99853516,"punctuated_word":"moment,","sentiment":"neutral","sentiment_score":0.04762747883796692},{"word":"please","start":31.064999,"end":31.564999,"confidence":0.9980469,"punctuated_word":"please.","sentiment":"neutral","sentiment_score":0.029561389237642288}],"paragraphs":{"transcript":"\nHi. Good afternoon. This is Melissa from Airtel. Am I speaking to Zhi Peng? Oh, I'm sorry.\n\nIs this much better? We just wanted to check what delivery you would like for your free router. Okay. Sure. I'll call you back real time.\n\nOne moment, please.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.8799999,"end":3.12,"sentiment":"neutral","sentiment_score":0.1738397181034088},{"text":"Good afternoon.","start":3.12,"end":3.9399998,"sentiment":"positive","sentiment_score":0.3526788800954819},{"text":"This is Melissa from Airtel.","start":4.16,"end":6.1,"sentiment":"neutral","sentiment_score":0.22808442413806915},{"text":"Am I speaking to Zhi Peng?","start":6.24,"end":8.26,"sentiment":"neutral","sentiment_score":0.10828729594747226},{"text":"Oh, I'm sorry.","start":12.639999,"end":14.08,"sentiment":"neutral","sentiment_score":-0.16264527042706808}],"sentiment":"neutral","sentiment_score":0.12831809196402044,"num_words":17,"start":2.8799999,"end":14.08},{"sentences":[{"text":"Is this much better?","start":14.08,"end":15.38,"sentiment":"neutral","sentiment_score":-0.12012015096843243},{"text":"We just wanted to check what delivery you would like for your free router.","start":19.705,"end":24.605,"sentiment":"neutral","sentiment_score":-0.0999635960906744},{"text":"Okay.","start":27.785,"end":28.185,"sentiment":"neutral","sentiment_score":0.005119526758790016},{"text":"Sure.","start":28.185,"end":28.685,"sentiment":"neutral","sentiment_score":0.08032006770372391},{"text":"I'll call you back real time.","start":28.825,"end":30.425,"sentiment":"neutral","sentiment_score":0.09708802153666814}],"sentiment":"neutral","sentiment_score":-0.0466155086715634,"num_words":26,"start":14.08,"end":30.425},{"sentences":[{"text":"One moment, please.","start":30.425,"end":31.564999,"sentiment":"neutral","sentiment_score":0.047137465327978134}],"sentiment":"neutral","sentiment_score":0.047137465327978134,"num_words":3,"start":30.425,"end":31.564999}]}}]},{"alternatives":[{"transcript":"Hello? Sorry. The signal is so bad. I can't hear clearly. No. I can't hear you. Could you please call me again? I cannot hear you.","confidence":0.99853516,"words":[{"word":"hello","start":7.9199996,"end":8.08,"confidence":0.9265137,"punctuated_word":"Hello?","sentiment":"neutral","sentiment_score":0.02506515756249428},{"word":"sorry","start":8.08,"end":8.48,"confidence":0.8391113,"punctuated_word":"Sorry.","sentiment":"neutral","sentiment_score":-0.2801183760166168},{"word":"the","start":8.48,"end":8.639999,"confidence":0.9873047,"punctuated_word":"The","sentiment":"negative","sentiment_score":-0.65142822265625},{"word":"signal","start":8.639999,"end":9.04,"confidence":1.0,"punctuated_word":"signal","sentiment":"negative","sentiment_score":-0.6222097277641296},{"word":"is","start":9.04,"end":9.28,"confidence":1.0,"punctuated_word":"is","sentiment":"negative","sentiment_score":-0.7213757634162903},{"word":"so","start":9.28,"end":9.44,"confidence":0.99609375,"punctuated_word":"so","sentiment":"negative","sentiment_score":-0.6839752793312073},{"word":"bad","start":9.44,"end":9.76,"confidence":0.99902344,"punctuated_word":"bad.","sentiment":"negative","sentiment_score":-0.6997243165969849},{"word":"i","start":9.76,"end":10.0,"confidence":0.9873047,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.6367895603179932},{"word":"can't","start":10.0,"end":10.5,"confidence":0.99853516,"punctuated_word":"can't","sentiment":"negative","sentiment_score":-0.6250083446502686},{"word":"hear","start":10.639999,"end":10.96,"confidence":0.99609375,"punctuated_word":"hear","sentiment":"negative","sentiment_score":-0.6000670194625854},{"word":"clearly","start":10.96,"end":11.46,"confidence":0.9790039,"punctuated_word":"clearly.","sentiment":"negative","sentiment_score":-0.5563216209411621},{"word":"no","start":16.595,"end":16.994999,"confidence":0.83447266,"punctuated_word":"No.","sentiment":"negative","sentiment_score":-0.3526328206062317},{"word":"i","start":16.994999,"end":17.154999,"confidence":0.99609375,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.37932348251342773},{"word":"can't","start":17.154999,"end":17.635,"confidence":0.9980469,"punctuated_word":"can't","sentiment":"negative","sentiment_score":-0.3436397910118103},{"word":"hear","start":17.635,"end":17.875,"confidence":1.0,"punctuated_word":"hear","sentiment":"negative","sentiment_score":-0.37383532524108887},{"word":"you","start":17.875,"end":18.375,"confidence":1.0,"punctuated_word":"you.","sentiment":"negative","sentiment_score":-0.3918783664703369},{"word":"could","start":24.435,"end":24.595,"confidence":0.64697266,"punctuated_word":"Could","sentiment":"neutral","sentiment_score":-0.06074441969394684},{"word":"you","start":24.595,"end":24.915,"confidence":0.99902344,"punctuated_word":"you","sentiment":"neutral","sentiment_score":-0.07386422157287598},{"word":"please","start":24.915,"end":25.235,"confidence":0.99609375,"punctuated_word":"please","sentiment":"neutral","sentiment_score":-0.1306341588497162},{"word":"call","start":25.235,"end":25.395,"confidence":0.99902344,"punctuated_word":"call","sentiment":"neutral","sentiment_score":-0.09537786990404128},{"word":"me","start":25.395,"end":25.634998,"confidence":1.0,"punctuated_word":"me","sentiment":"neutral","sentiment_score":-0.0830494612455368},{"word":"again","start":25.634998,"end":26.035,"confidence":0.99902344,"punctuated_word":"again?","sentiment":"neutral","sentiment_score":-0.13008292019367218},{"word":"i","start":26.035,"end":26.195,"confidence":0.99902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.32997414469718933},{"word":"cannot","start":26.195,"end":26.675,"confidence":0.9980469,"punctuated_word":"cannot","sentiment":"negative","sentiment_score":-0.36766916513442993},{"word":"hear","start":26.675,"end":26.915,"confidence":1.0,"punctuated_word":"hear","sentiment":"negative","sentiment_score":-0.34997937083244324},{"word":"you","start":26.915,"end":27.415,"confidence":0.99853516,"punctuated_word":"you.","sentiment":"neutral","sentiment_score":-0.3215736150741577}],"paragraphs":{"transcript":"\nHello? Sorry. The signal is so bad. I can't hear clearly. No.\n\nI can't hear you. Could you please call me again? I cannot hear you.","paragraphs":[{"sentences":[{"text":"Hello?","start":7.9199996,"end":8.08,"sentiment":"neutral","sentiment_score":0.02506515756249428},{"text":"Sorry.","start":8.08,"end":8.48,"sentiment":"neutral","sentiment_score":-0.2801183760166168},{"text":"The signal is so bad.","start":8.48,"end":9.76,"sentiment":"negative","sentiment_score":-0.6757426619529724},{"text":"I can't hear clearly.","start":9.76,"end":11.46,"sentiment":"negative","sentiment_score":-0.6045466363430023},{"text":"No.","start":16.595,"end":16.994999,"sentiment":"negative","sentiment_score":-0.3526328206062317}],"sentiment":"negative","sentiment_score":-0.5337154911831021,"num_words":12,"start":7.9199996,"end":16.994999},{"sentences":[{"text":"I can't hear you.","start":16.994999,"end":18.375,"sentiment":"negative","sentiment_score":-0.37216924130916595},{"text":"Could you please call me again?","start":24.435,"end":26.035,"sentiment":"neutral","sentiment_score":-0.09562550857663155},{"text":"I cannot hear you.","start":26.035,"end":27.415,"sentiment":"negative","sentiment_score":-0.34229907393455505}],"sentiment":"neutral","sentiment_score":-0.24511616517390525,"num_words":14,"start":16.994999,"end":27.415}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. This is Melissa from Airtel. Am I speaking to Zhi Peng?\n\nChannel 1: Hello? Sorry. The signal is so bad. I can't hear clearly.\n\nChannel 0: Oh, I'm sorry. Is this much better?\n\nChannel 1: No. I can't hear you.\n\nChannel 0: We just wanted to check what delivery you would like for your free router.\n\nChannel 1: Could you please call me again? I cannot hear you.\n\nChannel 0: Okay. Sure. I'll call you back real time. One moment, please.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.8799999,"end":3.12,"sentiment":"neutral","sentiment_score":0.1738397181034088},{"text":"Good afternoon.","start":3.12,"end":3.9399998,"sentiment":"positive","sentiment_score":0.3526788800954819},{"text":"This is Melissa from Airtel.","start":4.16,"end":6.1,"sentiment":"neutral","sentiment_score":0.22808442413806915},{"text":"Am I speaking to Zhi Peng?","start":6.24,"end":8.26,"sentiment":"neutral","sentiment_score":0.10828729594747226}],"sentiment":"neutral","sentiment_score":0.19066738390496799,"channel":0,"num_words":14,"start":2.8799999,"end":8.26},{"sentences":[{"text":"Hello?","start":7.9199996,"end":8.08,"sentiment":"neutral","sentiment_score":0.02506515756249428},{"text":"Sorry.","start":8.08,"end":8.48,"sentiment":"neutral","sentiment_score":-0.2801183760166168},{"text":"The signal is so bad.","start":8.48,"end":9.76,"sentiment":"negative","sentiment_score":-0.6757426619529724},{"text":"I can't hear clearly.","start":9.76,"end":11.46,"sentiment":"negative","sentiment_score":-0.6045466363430023}],"sentiment":"negative","sentiment_score":-0.5501775521446358,"channel":1,"num_words":11,"start":7.9199996,"end":11.46},{"sentences":[{"text":"Oh, I'm sorry.","start":12.639999,"end":14.08,"sentiment":"neutral","sentiment_score":-0.16264527042706808},{"text":"Is this much better?","start":14.08,"end":15.38,"sentiment":"neutral","sentiment_score":-0.12012015096843243}],"sentiment":"neutral","sentiment_score":-0.13834520216499055,"channel":0,"num_words":7,"start":12.639999,"end":15.38},{"sentences":[{"text":"No.","start":16.595,"end":16.994999,"sentiment":"negative","sentiment_score":-0.3526328206062317},{"text":"I can't hear you.","start":16.994999,"end":18.375,"sentiment":"negative","sentiment_score":-0.37216924130916595}],"sentiment":"negative","sentiment_score":-0.3682619571685791,"channel":1,"num_words":5,"start":16.595,"end":18.375},{"sentences":[{"text":"We just wanted to check what delivery you would like for your free router.","start":19.705,"end":24.605,"sentiment":"neutral","sentiment_score":-0.0999635960906744}],"sentiment":"neutral","sentiment_score":-0.0999635960906744,"channel":0,"num_words":14,"start":19.705,"end":24.605},{"sentences":[{"text":"Could you please call me again?","start":24.435,"end":26.035,"sentiment":"neutral","sentiment_score":-0.09562550857663155},{"text":"I cannot hear you.","start":26.035,"end":27.415,"sentiment":"negative","sentiment_score":-0.34229907393455505}],"sentiment":"neutral","sentiment_score":-0.19429493471980094,"channel":1,"num_words":10,"start":24.435,"end":27.415},{"sentences":[{"text":"Okay.","start":27.785,"end":28.185,"sentiment":"neutral","sentiment_score":0.005119526758790016},{"text":"Sure.","start":28.185,"end":28.685,"sentiment":"neutral","sentiment_score":0.08032006770372391},{"text":"I'll call you back real time.","start":28.825,"end":30.425,"sentiment":"neutral","sentiment_score":0.09708802153666814},{"text":"One moment, please.","start":30.425,"end":31.564999,"sentiment":"neutral","sentiment_score":0.047137465327978134}],"sentiment":"neutral","sentiment_score":0.07358001087876884,"channel":0,"num_words":11,"start":27.785,"end":31.564999}]},"summary":{"result":"success","short":"The agent from Airtel calls Zhi Peng to check for a delivery and has difficulty hearing Zhi's responses due to bad signal. The agent agrees to call back in a few minutes and promises to call back at a later time."},"intents":{"segments":[{"text":"We just wanted to check what delivery you would like for your free router. Could you please call me again?","start_word":37,"end_word":56,"intents":[{"intent":"Check router delivery","confidence_score":0.1735027}]},{"text":"Could you please call me again? I cannot hear you. Okay. Sure. I'll call you back real time. One moment, please.","start_word":51,"end_word":71,"intents":[{"intent":"Request callback","confidence_score":0.012932374}]},{"text":"I'll call you back real time. One moment, please.","start_word":63,"end_word":71,"intents":[{"intent":"Call back","confidence_score":0.015628366}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.1738397181034088},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.335020512342453},{"text":"This is Melissa from Airtel. Am I speaking to Zhi Peng? Hello? Sorry.","start_word":3,"end_word":15,"sentiment":"neutral","sentiment_score":0.10788191109895706},{"text":"The signal is so bad. I can't hear clearly.","start_word":16,"end_word":24,"sentiment":"negative","sentiment_score":-0.6386895179748535},{"text":"Oh, I'm sorry. Is this much better?","start_word":25,"end_word":31,"sentiment":"neutral","sentiment_score":-0.14059914648532867},{"text":"No. I can't hear you.","start_word":32,"end_word":36,"sentiment":"negative","sentiment_score":-0.36367785930633545},{"text":"We just wanted to check what delivery you would like for your free router. Could you please call me again?","start_word":37,"end_word":56,"sentiment":"neutral","sentiment_score":-0.10316764563322069},{"text":"I cannot hear you.","start_word":57,"end_word":60,"sentiment":"negative","sentiment_score":-0.33815398812294006},{"text":"Okay. Sure. I'll call you back real time. One moment, please.","start_word":61,"end_word":71,"sentiment":"neutral","sentiment_score":0.06910739094018936}],"average":{"sentiment":"neutral","sentiment_score":-0.11794448348711122}}}}