{"metadata":{"transaction_key":"deprecated","request_id":"019ec8e8-c9e1-7643-b617-afd266d94f0e","sha256":"5a1543fe557649efd4ab193aa1a33725de8053ba17e4f1e45ead9a582c49c987","created":"2026-06-15T01:32:41.432Z","duration":475.77594,"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":1140,"output_tokens":76},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1272,"output_tokens":1275},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1272,"output_tokens":76}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. This is Ertel accounts. How may I help you today? Oh, sure. I would love to help you today. I'll just need to pull out your account here. What is the full name? You're welcome. Oh oh, sure. Yeah. No. No worries. I was able to pull up your account. Thank you so much for verifying your full name. So it's yeah. I could see in here that your outstanding is 63 dollars 90 6¢. And are you opting to use another card? Because I do see in here you have your card on file. However, it was declined. Yeah. Yeah. For security reason, we only see the last four, which is 3 530. Yeah. Would would you like me to retry to process the payment while I have you on the line? You already have the Okay. Sure. Just be on the line for a minute or two. Let me just reprocess it, and then afterwards, I'll let you know if it's went through. Okay? You're welcome. One moment, please. Thank you. Thank you so much for patiently waiting on the line, miss Wood. So, unfortunately, it's still declined. It says yeah. It says authorization declined. So if it's okay with you, we can just go ahead and reenter your card details. Okay. Sure. One moment here. Let me just go back to that page. Is it a Visa or a Mastercard? Okay. Thank you. Mastercard. K. May I have the full card number, please? Okay. I see it now. We have to update the expiry date. Yeah. Alright. Thank you. So let me confirm. 05/2030. Expiry, 07/31/2000 '31. Okay. Thank you. That is correct. Okay. Alright. And then the CVV, please? 759. Okay. Thank you. And you would like to use this as your payment, right, for direct debit? Okay. And you are agreeing to use this for future payment for your recurring invoice? Okay. Alright. Oh, sure. Sure. That would be fine. Thank you so much for letting us know. So once you're ready to set up a automatic payment using your bank account or a card, just let us know. In that way, we could help you out, or you can also set up this through logging in to your customer portal. Okay? Let me just proceed today's payment. Okay. There we go. The payment has been processed successfully. Now your account will be zeroed. And, miss Wood, you will receive your payment receipt shortly to your email address. Okay? You're most welcome. It's my pleasure to help you today. Anything else that I may help you? Okay. Oh, you will be receiving it through your email address. But once you've logged in your account through the customer portal, you can also view your transaction, like the invoice and your recent payment receipt. Okay? You're most welcome. Thank you. Have a good one. 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This is Ertel accounts. How may I help you today? Oh, sure. I would love to help you today.\n\nI'll just need to pull out your account here. What is the full name? You're welcome. Oh oh, sure. Yeah.\n\nNo. No worries. I was able to pull up your account. Thank you so much for verifying your full name. So it's yeah.\n\nI could see in here that your outstanding is 63 dollars 90 6¢. And are you opting to use another card? Because I do see in here you have your card on file. However, it was declined. Yeah.\n\nYeah. For security reason, we only see the last four, which is 3 530. Yeah. Would would you like me to retry to process the payment while I have you on the line? You already have the Okay.\n\nSure. Just be on the line for a minute or two. Let me just reprocess it, and then afterwards, I'll let you know if it's went through. Okay? You're welcome.\n\nOne moment, please. Thank you. Thank you so much for patiently waiting on the line, miss Wood. So, unfortunately, it's still declined. It says yeah.\n\nIt says authorization declined. So if it's okay with you, we can just go ahead and reenter your card details. Okay. Sure. One moment here.\n\nLet me just go back to that page. Is it a Visa or a Mastercard? Okay. Thank you. Mastercard.\n\nK. May I have the full card number, please? Okay. I see it now. We have to update the expiry date.\n\nYeah. Alright. Thank you. So let me confirm. 05/2030.\n\nExpiry, 07/31/2000 '31. Okay. Thank you. That is correct. Okay.\n\nAlright. And then the CVV, please? 759. Okay. Thank you.\n\nAnd you would like to use this as your payment, right, for direct debit? Okay. And you are agreeing to use this for future payment for your recurring invoice? Okay. Alright.\n\nOh, sure. Sure. That would be fine. Thank you so much for letting us know. So once you're ready to set up a automatic payment using your bank account or a card, just let us know.\n\nIn that way, we could help you out, or you can also set up this through logging in to your customer portal. Okay? Let me just proceed today's payment. Okay. There we go.\n\nThe payment has been processed successfully. Now your account will be zeroed. And, miss Wood, you will receive your payment receipt shortly to your email address. Okay? You're most welcome.\n\nIt's my pleasure to help you today. Anything else that I may help you? Okay. Oh, you will be receiving it through your email address. But once you've logged in your account through the customer portal, you can also view your transaction, like the invoice and your recent payment receipt.\n\nOkay? You're most welcome. Thank you. Have a good one. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.64,"end":0.96,"sentiment":"neutral","sentiment_score":0.1787436306476593},{"text":"This is Ertel accounts.","start":0.96,"end":2.5,"sentiment":"neutral","sentiment_score":0.20472659915685654},{"text":"How may I help you today?","start":2.72,"end":4.1,"sentiment":"neutral","sentiment_score":0.31940877934296924},{"text":"Oh, sure.","start":28.49,"end":29.13,"sentiment":"neutral","sentiment_score":0.28818441927433014},{"text":"I would love to help you today.","start":29.13,"end":30.73,"sentiment":"positive","sentiment_score":0.6164371839591435}],"sentiment":"positive","sentiment_score":0.3902765914797783,"num_words":20,"start":0.64,"end":30.73},{"sentences":[{"text":"I'll just need to pull out your account here.","start":30.73,"end":32.989998,"sentiment":"neutral","sentiment_score":0.26295522186491227},{"text":"What is the full 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Okay.","start":103.935,"end":105.854996,"sentiment":"positive","sentiment_score":0.439652419090271}],"sentiment":"neutral","sentiment_score":0.07043900118993693,"num_words":38,"start":80.88,"end":105.854996},{"sentences":[{"text":"Sure.","start":105.854996,"end":106.174995,"sentiment":"neutral","sentiment_score":0.19797925651073456},{"text":"Just be on the line for a minute or two.","start":106.174995,"end":108.92999,"sentiment":"neutral","sentiment_score":0.1737195760011673},{"text":"Let me just reprocess it, and then afterwards, I'll let you know if it's went through.","start":108.92999,"end":112.85,"sentiment":"neutral","sentiment_score":0.1681301798671484},{"text":"Okay?","start":112.85,"end":113.35,"sentiment":"neutral","sentiment_score":0.140936017036438},{"text":"You're welcome.","start":116.77,"end":117.57,"sentiment":"neutral","sentiment_score":0.32515472173690796}],"sentiment":"neutral","sentiment_score":0.18055011183023453,"num_words":30,"start":105.854996,"end":117.57},{"sentences":[{"text":"One moment, please.","start":117.57,"end":118.71,"sentiment":"neutral","sentiment_score":0.1728700747092565},{"text":"Thank you.","start":119.295006,"end":120.035,"sentiment":"neutral","sentiment_score":0.32593654096126556},{"text":"Thank you so much for patiently waiting on the line, miss Wood.","start":243.74,"end":246.7,"sentiment":"positive","sentiment_score":0.3660002251466115},{"text":"So, unfortunately, it's still declined.","start":246.7,"end":249.2,"sentiment":"negative","sentiment_score":-0.3344926297664642},{"text":"It says yeah.","start":250.06,"end":254.86,"sentiment":"neutral","sentiment_score":-0.13337961584329605}],"sentiment":"neutral","sentiment_score":0.1395953604578972,"num_words":25,"start":117.57,"end":254.86},{"sentences":[{"text":"It says authorization declined.","start":254.86,"end":256.8,"sentiment":"neutral","sentiment_score":-0.20217803865671158},{"text":"So if it's okay with you, we can just go ahead and reenter your card details.","start":257.02,"end":261.765,"sentiment":"neutral","sentiment_score":-0.052960122004151344},{"text":"Okay.","start":263.905,"end":264.405,"sentiment":"neutral","sentiment_score":0.046562038362026215},{"text":"Sure.","start":264.70502,"end":265.20502,"sentiment":"neutral","sentiment_score":0.05509265884757042},{"text":"One moment here.","start":265.98502,"end":267.36502,"sentiment":"neutral","sentiment_score":0.04541524748007456}],"sentiment":"neutral","sentiment_score":-0.0567269466817379,"num_words":25,"start":254.86,"end":267.36502},{"sentences":[{"text":"Let me just go back to that page.","start":267.825,"end":270.325,"sentiment":"neutral","sentiment_score":0.024547499837353826},{"text":"Is it a Visa or a Mastercard?","start":270.945,"end":272.965,"sentiment":"neutral","sentiment_score":0.014083958097866603},{"text":"Okay.","start":275.49002,"end":275.99002,"sentiment":"neutral","sentiment_score":0.08810603618621826},{"text":"Thank you.","start":276.13,"end":276.95,"sentiment":"neutral","sentiment_score":0.1391853168606758},{"text":"Mastercard.","start":283.81,"end":284.31,"sentiment":"neutral","sentiment_score":0.04736703261733055}],"sentiment":"neutral","sentiment_score":0.037305863574147224,"num_words":19,"start":267.825,"end":284.31},{"sentences":[{"text":"K.","start":286.61002,"end":286.93,"sentiment":"neutral","sentiment_score":0.024663902819156647},{"text":"May I have the full card number, please?","start":286.93,"end":289.27002,"sentiment":"neutral","sentiment_score":0.03932263422757387},{"text":"Okay.","start":316.21503,"end":316.71503,"sentiment":"neutral","sentiment_score":0.0115258963778615},{"text":"I see it now.","start":316.77502,"end":317.83502,"sentiment":"neutral","sentiment_score":0.0133737837895751},{"text":"We have to update the expiry date.","start":318.05502,"end":320.635,"sentiment":"neutral","sentiment_score":-0.008363217115402222}],"sentiment":"neutral","sentiment_score":0.016463023255623523,"num_words":21,"start":286.61002,"end":320.635},{"sentences":[{"text":"Yeah.","start":322.695,"end":323.195,"sentiment":"neutral","sentiment_score":-0.008526903577148914},{"text":"Alright.","start":324.535,"end":325.015,"sentiment":"neutral","sentiment_score":0.053529784083366394},{"text":"Thank you.","start":325.015,"end":325.65503,"sentiment":"neutral","sentiment_score":0.1261243112385273},{"text":"So let me confirm.","start":325.65503,"end":326.795,"sentiment":"neutral","sentiment_score":0.07120821811258793},{"text":"05/2030.","start":327.015,"end":333.16,"sentiment":"neutral","sentiment_score":0.02035326510667801}],"sentiment":"neutral","sentiment_score":0.06693751561558908,"num_words":9,"start":322.695,"end":333.16},{"sentences":[{"text":"Expiry, 07/31/2000 '31.","start":333.54,"end":338.2,"sentiment":"neutral","sentiment_score":0.016339818015694618},{"text":"Okay.","start":338.42,"end":338.74,"sentiment":"neutral","sentiment_score":0.021559279412031177},{"text":"Thank you.","start":338.74,"end":339.56,"sentiment":"neutral","sentiment_score":0.022250511683523655},{"text":"That is correct.","start":343.055,"end":344.275,"sentiment":"neutral","sentiment_score":-0.004265466084082921},{"text":"Okay.","start":345.695,"end":346.195,"sentiment":"neutral","sentiment_score":0.01838095113635063}],"sentiment":"neutral","sentiment_score":0.01206643097102642,"num_words":10,"start":333.54,"end":346.195},{"sentences":[{"text":"Alright.","start":346.735,"end":347.135,"sentiment":"neutral","sentiment_score":0.02194005250930786},{"text":"And then the CVV, please?","start":347.135,"end":348.835,"sentiment":"neutral","sentiment_score":0.002695971168577671},{"text":"759.","start":359.44998,"end":360.91,"sentiment":"neutral","sentiment_score":0.016313429921865463},{"text":"Okay.","start":361.05,"end":361.55,"sentiment":"neutral","sentiment_score":0.18417663872241977},{"text":"Thank 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invoice?","start":374.755,"end":380.615,"sentiment":"neutral","sentiment_score":0.052916587995631356},{"text":"Okay.","start":390.26,"end":390.76,"sentiment":"neutral","sentiment_score":0.008089286275207996},{"text":"Alright.","start":391.46002,"end":391.96002,"sentiment":"neutral","sentiment_score":0.08451056480407715}],"sentiment":"neutral","sentiment_score":0.10049644391983747,"num_words":31,"start":364.09,"end":391.96002},{"sentences":[{"text":"Oh, sure.","start":393.7,"end":394.1,"sentiment":"neutral","sentiment_score":0.16522838175296783},{"text":"Sure.","start":394.1,"end":394.42,"sentiment":"neutral","sentiment_score":0.19019588828086853},{"text":"That would be fine.","start":394.42,"end":395.30002,"sentiment":"neutral","sentiment_score":0.2804456949234009},{"text":"Thank you so much for letting us know.","start":395.30002,"end":396.90002,"sentiment":"positive","sentiment_score":0.6411131545901299},{"text":"So once you're ready to set up a automatic payment using your bank account or a card, just let us know.","start":396.90002,"end":402.965,"sentiment":"positive","sentiment_score":0.3439679443836212}],"sentiment":"positive","sentiment_score":0.38874076389604145,"num_words":36,"start":393.7,"end":402.965},{"sentences":[{"text":"In that way, we could help you out, or you can also set up this through logging in to your customer portal.","start":403.26498,"end":410.67,"sentiment":"neutral","sentiment_score":0.22318121858618475},{"text":"Okay?","start":410.67,"end":411.15002,"sentiment":"neutral","sentiment_score":0.14909082651138306},{"text":"Let me just proceed today's payment.","start":411.15002,"end":413.81,"sentiment":"neutral","sentiment_score":0.18966550007462502},{"text":"Okay.","start":418.11002,"end":418.61002,"sentiment":"neutral","sentiment_score":0.21496060490608215},{"text":"There we go.","start":418.67,"end":419.31,"sentiment":"neutral","sentiment_score":0.2656377653280894}],"sentiment":"neutral","sentiment_score":0.2184528647498651,"num_words":33,"start":403.26498,"end":419.31},{"sentences":[{"text":"The payment has been processed successfully.","start":419.31,"end":421.41,"sentiment":"positive","sentiment_score":0.4453740070263545},{"text":"Now your account will be zeroed.","start":422.42502,"end":424.445,"sentiment":"positive","sentiment_score":0.34964101016521454},{"text":"And, miss Wood, you will receive your payment receipt shortly to your email address.","start":424.825,"end":429.565,"sentiment":"neutral","sentiment_score":0.22849625029734202},{"text":"Okay?","start":429.625,"end":430.125,"sentiment":"neutral","sentiment_score":0.1794283241033554},{"text":"You're most 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receipt.","start":454.19498,"end":465.7,"sentiment":"neutral","sentiment_score":0.15234908282756807}],"sentiment":"neutral","sentiment_score":0.22882494807243348,"num_words":50,"start":434.18503,"end":465.7},{"sentences":[{"text":"Okay?","start":465.7,"end":466.2,"sentiment":"neutral","sentiment_score":0.1721307933330536},{"text":"You're most welcome.","start":469.13998,"end":470.36,"sentiment":"positive","sentiment_score":0.5414332548777262},{"text":"Thank you.","start":471.13998,"end":471.7,"sentiment":"positive","sentiment_score":0.521080493927002},{"text":"Have a good one.","start":471.7,"end":472.82,"sentiment":"positive","sentiment_score":0.7685388624668121},{"text":"Bye bye.","start":472.82,"end":473.56,"sentiment":"positive","sentiment_score":0.3474228084087372}],"sentiment":"positive","sentiment_score":0.5506327177087466,"num_words":12,"start":465.7,"end":473.56}]}}]},{"alternatives":[{"transcript":"Oh, yeah. Hi. I was wondering if you could help me. I'm just trying to make a payment for an invoice. And, yeah, I just wanted to see if that can be done over the phone. We're just sort of going through figuring out what payment details to lodge. So I just want to do a once off on a credit card this time. Yeah. Thank you. Yep. So it's Phyllipa, p h y l l I p p a, and the surname is Wood, w o o d. And I'm just trying to find if I can get you my account number. Give me a second because it was in an email. It was in an email from you guys, but I'm just oh, perfect. That's okay. Mhmm. Sixty three? Correct. Let me have a look and see which one that was. Do you know what the the numbers it was ending in is? Oh, last 4? Yes. Oh, okay. Because I'm looking at that account now and there's I mean, there's $6,000 in there. So is it something that you guys can stick and see if if you can you can do it? Yep. Yeah. That would be great. Thank you. Yep. Thank you. That's okay. Oh, maybe we need to then check the data. What yeah. What what does it say? Sorry. Yeah. Absolutely. It's a Mastercard. Okay. Yeah. Give me one moment. Okay. 5229800399663530, and the expiry is 07/31. Gotcha. Sorry. Correct. Yes. You must have had the previous date that was expiring in '26. Sorry about that. Yep. It is let me just go back. Sorry. Let me go back here. So It it is 759. What was that? Sorry. No. If that's okay if we don't because we'll we'll have a I'm just updating account details for the next by the next month. So, yeah, if we can just say it's a once off, that would be great. Yeah. That would be great. That would be great. Thank you. No. That's it. Oh, I was I was gonna say, sorry, just to make sure. So a receipt gets put on the online account. Is that right? Or is it something that we can get emailed to us? Perfect. Yep. Yeah. Lovely. Perfect. Yeah. Thank you for that. Awesome. You take care. You too. 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yeah. Hi. I was wondering if you could help me. I'm just trying to make a payment for an invoice. And, yeah, I just wanted to see if that can be done over the phone.\n\nWe're just sort of going through figuring out what payment details to lodge. So I just want to do a once off on a credit card this time. Yeah. Thank you. Yep.\n\nSo it's Phyllipa, p h y l l I p p a, and the surname is Wood, w o o d. And I'm just trying to find if I can get you my account number. Give me a second because it was in an email. It was in an email from you guys, but I'm just oh, perfect. That's okay.\n\nMhmm. Sixty three? Correct. Let me have a look and see which one that was. Do you know what the the numbers it was ending in is?\n\nOh, last 4? Yes. Oh, okay. Because I'm looking at that account now and there's I mean, there's $6,000 in there. So is it something that you guys can stick and see if if you can you can do it?\n\nYep. Yeah. That would be great. Thank you. Yep.\n\nThank you. That's okay. Oh, maybe we need to then check the data. What yeah. What what does it say?\n\nSorry. Yeah. Absolutely. It's a Mastercard. Okay.\n\nYeah. Give me one moment. Okay. 5229800399663530, and the expiry is 07/31. Gotcha.\n\nSorry. Correct. Yes. You must have had the previous date that was expiring in '26. Sorry about that.\n\nYep. It is let me just go back. Sorry. Let me go back here. So It it is 759.\n\nWhat was that? Sorry. No. If that's okay if we don't because we'll we'll have a I'm just updating account details for the next by the next month. So, yeah, if we can just say it's a once off, that would be great.\n\nYeah. That would be great. That would be great. Thank you. No.\n\nThat's it. Oh, I was I was gonna say, sorry, just to make sure. So a receipt gets put on the online account. Is that right? Or is it something that we can get emailed to us?\n\nPerfect. Yep. Yeah. Lovely. Perfect.\n\nYeah. Thank you for that. Awesome. You take care. You too.\n\nBye.","paragraphs":[{"sentences":[{"text":"Oh, yeah.","start":4.88,"end":5.2,"sentiment":"neutral","sentiment_score":0.050716591998934746},{"text":"Hi.","start":5.2,"end":5.3599997,"sentiment":"neutral","sentiment_score":0.04211849346756935},{"text":"I was wondering if you could help me.","start":5.3599997,"end":6.98,"sentiment":"neutral","sentiment_score":0.051268528681248426},{"text":"I'm just trying to make a payment for an invoice.","start":7.2799997,"end":11.3,"sentiment":"neutral","sentiment_score":0.027299410849809646},{"text":"And, yeah, I just wanted to see if that can be done over the phone.","start":11.84,"end":18.965,"sentiment":"neutral","sentiment_score":0.01701560678581397}],"sentiment":"neutral","sentiment_score":0.03005355881113145,"num_words":36,"start":4.88,"end":18.965},{"sentences":[{"text":"We're just sort of going through figuring out what payment details to 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number.","start":45.665,"end":49.045002,"sentiment":"neutral","sentiment_score":0.07857778136219297},{"text":"Give me a second because it was in an email.","start":49.185,"end":51.825,"sentiment":"neutral","sentiment_score":0.02293355604633689},{"text":"It was in an email from you guys, but I'm just oh, perfect.","start":51.825,"end":57.17,"sentiment":"neutral","sentiment_score":0.08791250527764742},{"text":"That's okay.","start":57.55,"end":58.289997,"sentiment":"neutral","sentiment_score":0.2220260873436928}],"sentiment":"neutral","sentiment_score":0.08545297424619397,"num_words":60,"start":36.9,"end":58.289997},{"sentences":[{"text":"Mhmm.","start":63.55,"end":63.71,"sentiment":"neutral","sentiment_score":0.021437082439661023},{"text":"Sixty three?","start":63.71,"end":64.61,"sentiment":"neutral","sentiment_score":0.015900629572570324},{"text":"Correct.","start":65.39,"end":65.89,"sentiment":"neutral","sentiment_score":0.00961894541978836},{"text":"Let me have a look and see which one that was.","start":74.244995,"end":76.825,"sentiment":"neutral","sentiment_score":-0.05550721016797153},{"text":"Do you know what the the numbers it was ending in is?","start":76.965,"end":80.37,"sentiment":"neutral","sentiment_score":-0.050681458010027804}],"sentiment":"neutral","sentiment_score":-0.042811093369015944,"num_words":27,"start":63.55,"end":80.37},{"sentences":[{"text":"Oh, last 4?","start":84.450005,"end":85.490005,"sentiment":"neutral","sentiment_score":-0.012780720057586828},{"text":"Yes.","start":85.490005,"end":85.990005,"sentiment":"neutral","sentiment_score":-0.004566828720271587},{"text":"Oh, okay.","start":87.65,"end":88.37,"sentiment":"neutral","sentiment_score":-0.02602969016879797},{"text":"Because I'm looking at that account now and there's I mean, there's $6,000 in there.","start":88.37,"end":92.05,"sentiment":"neutral","sentiment_score":-0.05858735144138336},{"text":"So is it something that you guys can stick and see if if you can you can do it?","start":92.05,"end":99.195,"sentiment":"neutral","sentiment_score":0.045840886666586526}],"sentiment":"neutral","sentiment_score":-0.0025700448546558618,"num_words":40,"start":84.450005,"end":99.195},{"sentences":[{"text":"Yep.","start":99.195,"end":99.695,"sentiment":"neutral","sentiment_score":0.04622545838356018},{"text":"Yeah.","start":101.195,"end":101.695,"sentiment":"neutral","sentiment_score":0.0534018948674202},{"text":"That would be great.","start":103.83501,"end":104.715004,"sentiment":"positive","sentiment_score":0.46747371554374695},{"text":"Thank you.","start":104.715004,"end":105.535,"sentiment":"positive","sentiment_score":0.5439336895942688},{"text":"Yep.","start":105.83501,"end":106.33501,"sentiment":"neutral","sentiment_score":0.18210051953792572}],"sentiment":"positive","sentiment_score":0.35994334601693684,"num_words":9,"start":99.195,"end":106.33501},{"sentences":[{"text":"Thank you.","start":115.39,"end":116.13,"sentiment":"positive","sentiment_score":0.349236324429512},{"text":"That's okay.","start":247.32,"end":249.98,"sentiment":"neutral","sentiment_score":-0.27083899080753326},{"text":"Oh, maybe we need to then check the data.","start":250.2,"end":252.28,"sentiment":"neutral","sentiment_score":-0.1270161974761221},{"text":"What yeah.","start":252.28,"end":252.68,"sentiment":"neutral","sentiment_score":-0.10513348504900932},{"text":"What what does it say?","start":252.68,"end":253.64,"sentiment":"neutral","sentiment_score":-0.09947962164878846}],"sentiment":"neutral","sentiment_score":-0.08470080941915512,"num_words":20,"start":115.39,"end":253.64},{"sentences":[{"text":"Sorry.","start":253.64,"end":254.14,"sentiment":"neutral","sentiment_score":-0.18546724319458008},{"text":"Yeah.","start":262.095,"end":262.415,"sentiment":"neutral","sentiment_score":0.05976402387022972},{"text":"Absolutely.","start":262.415,"end":262.915,"sentiment":"neutral","sentiment_score":0.06947153061628342},{"text":"It's a Mastercard.","start":273.39,"end":274.37,"sentiment":"neutral","sentiment_score":0.02640376177926858},{"text":"Okay.","start":277.31,"end":277.81,"sentiment":"neutral","sentiment_score":0.04989417642354965}],"sentiment":"neutral","sentiment_score":0.010410539007612638,"num_words":7,"start":253.64,"end":277.81},{"sentences":[{"text":"Yeah.","start":289.795,"end":290.295,"sentiment":"neutral","sentiment_score":0.01788913458585739},{"text":"Give me one moment.","start":290.355,"end":291.575,"sentiment":"neutral","sentiment_score":0.01720798434689641},{"text":"Okay.","start":294.035,"end":294.535,"sentiment":"neutral","sentiment_score":0.017814787104725838},{"text":"5229800399663530, and the expiry is 07/31.","start":294.67502,"end":310.78998,"sentiment":"neutral","sentiment_score":0.009189849564184746},{"text":"Gotcha.","start":322.035,"end":322.535,"sentiment":"neutral","sentiment_score":0.007673059590160847}],"sentiment":"neutral","sentiment_score":0.012872924311802937,"num_words":13,"start":289.795,"end":322.535},{"sentences":[{"text":"Sorry.","start":323.315,"end":323.815,"sentiment":"neutral","sentiment_score":-0.02033038809895515},{"text":"Correct.","start":333.55,"end":334.05,"sentiment":"neutral","sentiment_score":0.020455194637179375},{"text":"Yes.","start":336.90997,"end":337.40997,"sentiment":"neutral","sentiment_score":0.023602580651640892},{"text":"You must have had the previous date that was expiring in '26.","start":338.43,"end":341.925,"sentiment":"neutral","sentiment_score":-0.01409213524311781},{"text":"Sorry about that.","start":341.925,"end":342.985,"sentiment":"neutral","sentiment_score":-0.1529146358370781}],"sentiment":"neutral","sentiment_score":-0.03356234129104349,"num_words":18,"start":323.315,"end":342.985},{"sentences":[{"text":"Yep.","start":349.685,"end":350.085,"sentiment":"neutral","sentiment_score":0.008652282878756523},{"text":"It is let me just go back.","start":350.085,"end":352.005,"sentiment":"neutral","sentiment_score":-0.02189981085913522},{"text":"Sorry.","start":352.005,"end":352.405,"sentiment":"neutral","sentiment_score":-0.07484105974435806},{"text":"Let me go back here.","start":352.405,"end":353.445,"sentiment":"neutral","sentiment_score":-0.04006778076291084},{"text":"So It it is 759.","start":353.445,"end":358.42,"sentiment":"neutral","sentiment_score":0.016258394718170165}],"sentiment":"neutral","sentiment_score":-0.017817599110697444,"num_words":19,"start":349.685,"end":358.42},{"sentences":[{"text":"What was that?","start":372.44498,"end":373.16498,"sentiment":"neutral","sentiment_score":0.04945185035467148},{"text":"Sorry.","start":373.16498,"end":373.66498,"sentiment":"neutral","sentiment_score":0.002116246148943901},{"text":"No.","start":382.03998,"end":382.36,"sentiment":"neutral","sentiment_score":-0.07895064353942871},{"text":"If that's okay if we don't because we'll we'll have a I'm just updating account details for the next by the next month.","start":382.36,"end":390.91998,"sentiment":"neutral","sentiment_score":-0.021175566210370998},{"text":"So, yeah, if we can just say it's a once off, that would be great.","start":390.91998,"end":393.81998,"sentiment":"neutral","sentiment_score":0.13175492851684492}],"sentiment":"neutral","sentiment_score":0.03629783857180629,"num_words":43,"start":372.44498,"end":393.81998},{"sentences":[{"text":"Yeah.","start":411.81,"end":412.05,"sentiment":"neutral","sentiment_score":0.14288689196109772},{"text":"That would be great.","start":412.05,"end":413.03,"sentiment":"positive","sentiment_score":0.43443166464567184},{"text":"That would be great.","start":431.245,"end":431.965,"sentiment":"positive","sentiment_score":0.4293000251054764},{"text":"Thank you.","start":431.965,"end":432.785,"sentiment":"positive","sentiment_score":0.48554474115371704},{"text":"No.","start":439.13,"end":439.21,"sentiment":"neutral","sentiment_score":-0.04386948421597481}],"sentiment":"positive","sentiment_score":0.37708613742142916,"num_words":12,"start":411.81,"end":439.21},{"sentences":[{"text":"That's it.","start":439.21,"end":439.93,"sentiment":"neutral","sentiment_score":-0.02479963656514883},{"text":"Oh, I was I was gonna say, sorry, just to make sure.","start":439.93,"end":442.43,"sentiment":"neutral","sentiment_score":0.01048790516021351},{"text":"So a receipt gets put on the online account.","start":442.81,"end":445.77,"sentiment":"neutral","sentiment_score":0.047288841671413846},{"text":"Is that right?","start":445.77,"end":446.59,"sentiment":"neutral","sentiment_score":0.030598664035399754},{"text":"Or is it something that we can get emailed to us?","start":446.81,"end":449.355,"sentiment":"neutral","sentiment_score":0.030703875828873028}],"sentiment":"neutral","sentiment_score":0.025172805136724097,"num_words":37,"start":439.21,"end":449.355},{"sentences":[{"text":"Perfect.","start":449.355,"end":449.855,"sentiment":"neutral","sentiment_score":0.18717050552368164},{"text":"Yep.","start":458.635,"end":459.135,"sentiment":"neutral","sentiment_score":0.10621759295463562},{"text":"Yeah.","start":461.67502,"end":462.155,"sentiment":"neutral","sentiment_score":0.11904886364936829},{"text":"Lovely.","start":462.155,"end":462.655,"sentiment":"positive","sentiment_score":0.41920238733291626},{"text":"Perfect.","start":462.875,"end":463.375,"sentiment":"positive","sentiment_score":0.4276837110519409}],"sentiment":"neutral","sentiment_score":0.25186461210250854,"num_words":5,"start":449.355,"end":463.375},{"sentences":[{"text":"Yeah.","start":467.31998,"end":467.63998,"sentiment":"neutral","sentiment_score":0.2050642371177673},{"text":"Thank you for that.","start":467.63998,"end":468.69998,"sentiment":"positive","sentiment_score":0.48135529458522797},{"text":"Awesome.","start":469.4,"end":469.9,"sentiment":"positive","sentiment_score":0.6288067102432251},{"text":"You take care.","start":471.08,"end":472.06,"sentiment":"positive","sentiment_score":0.41815104087193805},{"text":"You too.","start":473.08,"end":473.8,"sentiment":"positive","sentiment_score":0.3521192669868469}],"sentiment":"positive","sentiment_score":0.4289076165719466,"num_words":11,"start":467.31998,"end":473.8},{"sentences":[{"text":"Bye.","start":473.8,"end":474.3,"sentiment":"neutral","sentiment_score":-0.08887998759746552}],"sentiment":"neutral","sentiment_score":-0.08887998759746552,"num_words":1,"start":473.8,"end":474.3}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. This is Ertel accounts. How may I help you today?\n\nChannel 1: Oh, yeah. Hi. I was wondering if you could help me. I'm just trying to make a payment for an invoice. And, yeah, I just wanted to see if that can be done over the phone.\n\nWe're just sort of going through figuring out what payment details to lodge. So I just want to do a once off on a credit card this time.\n\nChannel 0: Oh, sure. I would love to help you today. I'll just need to pull out your account here. What\n\nChannel 1: Yeah.\n\nChannel 0: is\n\nChannel 1: Thank\n\nChannel 0: the\n\nChannel 1: you.\n\nChannel 0: full name? You're welcome.\n\nChannel 1: Yep. So it's Phyllipa, p h y l l I p p a, and the surname is Wood, w o o d. And I'm just trying to find if I can get you my account number. Give me a second\n\nChannel 0: Oh\n\nChannel 1: because\n\nChannel 0: oh,\n\nChannel 1: it was\n\nChannel 0: sure.\n\nChannel 1: in an email. It was in an email\n\nChannel 0: Yeah.\n\nChannel 1: from you\n\nChannel 0: No.\n\nChannel 1: guys, but I'm just\n\nChannel 0: No worries. I was able to pull up your account. Thank you so much\n\nChannel 1: oh, perfect.\n\nChannel 0: for verifying\n\nChannel 1: That's\n\nChannel 0: your full\n\nChannel 1: okay.\n\nChannel 0: name. So it's yeah. I could see in here that your outstanding is 63\n\nChannel 1: Mhmm.\n\nChannel 0: dollars\n\nChannel 1: Sixty\n\nChannel 0: 90\n\nChannel 1: three?\n\nChannel 0: 6¢.\n\nChannel 1: Correct.\n\nChannel 0: And are you opting to use another card? Because I do see in here you have your card on file. However, it was declined.\n\nChannel 1: Let me have a look and see which one that was. Do you know what\n\nChannel 0: Yeah.\n\nChannel 1: the the numbers it was ending in is?\n\nChannel 0: Yeah. For security reason, we only see the last four,\n\nChannel 1: Oh, last\n\nChannel 0: which is\n\nChannel 1: 4?\n\nChannel 0: 3\n\nChannel 1: Yes.\n\nChannel 0: 530.\n\nChannel 1: Oh, okay. Because I'm looking at that account now and there's I mean, there's $6,000 in there. So is it something that you guys can stick and see if if you can you can\n\nChannel 0: Yeah. Would\n\nChannel 1: do it? Yep.\n\nChannel 0: would you like me to retry\n\nChannel 1: Yeah.\n\nChannel 0: to process the payment while I have you on the line?\n\nChannel 1: That\n\nChannel 0: You\n\nChannel 1: would\n\nChannel 0: already\n\nChannel 1: be great.\n\nChannel 0: have\n\nChannel 1: Thank\n\nChannel 0: the\n\nChannel 1: you.\n\nChannel 0: Okay.\n\nChannel 1: Yep.\n\nChannel 0: Sure. Just be on the line for a minute or two. Let me just reprocess it, and then afterwards, I'll let you know if it's went through. Okay?\n\nChannel 1: Thank you.\n\nChannel 0: You're welcome. One moment, please. Thank you. Thank you so much for patiently waiting on the line, miss Wood. So, unfortunately,\n\nChannel 1: That's\n\nChannel 0: it's still declined.\n\nChannel 1: okay.\n\nChannel 0: It\n\nChannel 1: Oh, maybe\n\nChannel 0: says\n\nChannel 1: we need to then check the data. What yeah. What what does it say? Sorry.\n\nChannel 0: yeah. It says authorization declined. So if it's okay with you, we can just go ahead and reenter your card details.\n\nChannel 1: Yeah. Absolutely.\n\nChannel 0: Okay. Sure. One moment here. Let me just go back to that page. Is it a Visa or a Mastercard?\n\nChannel 1: It's a Mastercard.\n\nChannel 0: Okay. Thank you.\n\nChannel 1: Okay.\n\nChannel 0: Mastercard. K. May I have the full card number, please?\n\nChannel 1: Yeah. Give me one moment. Okay. 5229800399663530, and the expiry is 07/31.\n\nChannel 0: Okay. I see it now. We have to update the expiry date.\n\nChannel 1: Gotcha.\n\nChannel 0: Yeah.\n\nChannel 1: Sorry.\n\nChannel 0: Alright. Thank you. So let me confirm. 05/2030. Expiry,\n\nChannel 1: Correct.\n\nChannel 0: 07/31/2000\n\nChannel 1: Yes.\n\nChannel 0: '31. Okay.\n\nChannel 1: You must\n\nChannel 0: Thank\n\nChannel 1: have had\n\nChannel 0: you.\n\nChannel 1: the previous date that was expiring in '26. Sorry about that.\n\nChannel 0: That is correct. Okay. Alright. And then the CVV, please?\n\nChannel 1: Yep. It is let me just go back. Sorry. Let me go back here. So It it is 759.\n\nChannel 0: 759. Okay. Thank you. And you would like to use this as your payment, right, for direct debit?\n\nChannel 1: What was that? Sorry.\n\nChannel 0: Okay. And you are agreeing to use this for future payment for your recurring invoice?\n\nChannel 1: No. If that's okay if we don't because we'll we'll have a I'm just updating account details for the next by the next\n\nChannel 0: Okay.\n\nChannel 1: month. So, yeah, if we\n\nChannel 0: Alright.\n\nChannel 1: can just say it's a once off, that would be great.\n\nChannel 0: Oh, sure. Sure. That would be fine. Thank you so much for letting us know. So once you're ready to set up a automatic payment using your bank account or a card, just let us know.\n\nIn that way, we could help you out, or you can also set up this through logging in to your customer portal. Okay? Let me just\n\nChannel 1: Yeah. That\n\nChannel 0: proceed\n\nChannel 1: would be great.\n\nChannel 0: today's payment. Okay. There we go. The payment has been processed successfully. Now your account will be zeroed.\n\nAnd, miss Wood, you will receive your payment receipt shortly to your email address. Okay?\n\nChannel 1: That would be great. Thank you.\n\nChannel 0: You're most welcome. It's my pleasure to help you today. Anything else that I may help you?\n\nChannel 1: No. That's it. Oh, I was I\n\nChannel 0: Okay.\n\nChannel 1: was gonna say, sorry, just to make sure. So a receipt gets put on the online account. Is that right? Or is it something that we can get emailed to us? Perfect.\n\nChannel 0: Oh, you will be receiving it through your email address. But once you've logged in your account through the customer portal, you can\n\nChannel 1: Yep.\n\nChannel 0: also view your transaction, like the\n\nChannel 1: Yeah. Lovely.\n\nChannel 0: invoice\n\nChannel 1: Perfect.\n\nChannel 0: and your recent payment receipt. Okay?\n\nChannel 1: Yeah. Thank you for that.\n\nChannel 0: You're\n\nChannel 1: Awesome.\n\nChannel 0: most welcome.\n\nChannel 1: You\n\nChannel 0: Thank\n\nChannel 1: take\n\nChannel 0: you.\n\nChannel 1: care.\n\nChannel 0: Have a good one. Bye bye.\n\nChannel 1: You too. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.64,"end":0.96,"sentiment":"neutral","sentiment_score":0.1787436306476593},{"text":"This is Ertel accounts.","start":0.96,"end":2.5,"sentiment":"neutral","sentiment_score":0.20472659915685654},{"text":"How may I help you today?","start":2.72,"end":4.1,"sentiment":"neutral","sentiment_score":0.31940877934296924}],"sentiment":"neutral","sentiment_score":0.26491842757571826,"channel":0,"num_words":11,"start":0.64,"end":4.1},{"sentences":[{"text":"Oh, yeah.","start":4.88,"end":5.2,"sentiment":"neutral","sentiment_score":0.050716591998934746},{"text":"Hi.","start":5.2,"end":5.3599997,"sentiment":"neutral","sentiment_score":0.04211849346756935},{"text":"I was wondering if you could help me.","start":5.3599997,"end":6.98,"sentiment":"neutral","sentiment_score":0.051268528681248426},{"text":"I'm just trying to make a payment for an 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The representative asks for the customer's account number and verifies their payment details. The customer is informed that their payment was declined and the representative updates their account information and sends a payment receipt via email. The customer is instructed to log in to their customer portal to view their transaction and invoice."},"intents":{"segments":[{"text":"I'm just trying to make a payment for an invoice. And, yeah, I just wanted to see if that can be done over the phone. We're just sort of going through figuring out what payment details to lodge. So I just want to do a once off on a credit card this time. Oh, sure.","start_word":22,"end_word":76,"intents":[{"intent":"Make payment for invoice","confidence_score":0.012299905}]},{"text":"to process the payment while I have you on the line? That You would already be great.","start_word":320,"end_word":336,"intents":[{"intent":"Process payment","confidence_score":0.63317484}]},{"text":"It says authorization declined. So if it's okay with you, we can just go ahead and reenter your card details. Yeah.","start_word":419,"end_word":439,"intents":[{"intent":"Provide authorization declined","confidence_score":0.0017739049}]},{"text":"We have to update the expiry date. Gotcha.","start_word":495,"end_word":502,"intents":[{"intent":"Update expiry date","confidence_score":0.2828445}]},{"text":"And then the CVV, please?","start_word":541,"end_word":545,"intents":[{"intent":"Request cvv","confidence_score":0.0061022593}]},{"text":"Thank you so much for letting us know. So once you're ready to set up a automatic payment using your bank account or a card, just let us know. In that way, we could help you out, or you can also set up this through logging in to your customer portal. Okay? Let me just Yeah.","start_word":650,"end_word":705,"intents":[{"intent":"Set up payment","confidence_score":0.03612118}]}]},"sentiments":{"segments":[{"text":"Hi. This is Ertel accounts. How may I help you today? Oh, yeah. Hi. I was wondering if you could help me. I'm just trying to make a payment for an invoice. And, yeah, I just wanted to see if that can be done over the phone. We're just sort of going through figuring out what payment details to lodge. So I just want to do a once off on a credit card this time. Oh, sure.","start_word":0,"end_word":76,"sentiment":"neutral","sentiment_score":0.0607491135597229},{"text":"I would love to help you today.","start_word":77,"end_word":83,"sentiment":"positive","sentiment_score":0.6245791912078857},{"text":"I'll just need to pull out your account here. What Yeah. is Thank the you. full name? You're welcome. Yep. So it's Phyllipa, p h y l l I p p a, and the surname is Wood, w o o d. And I'm just trying to find if I can get you my account number. Give me a second Oh because oh, it was sure. in an email. It was in an email Yeah. from you No. guys, but I'm just No worries. I was able to pull up your account.","start_word":84,"end_word":174,"sentiment":"neutral","sentiment_score":0.11741888523101808},{"text":"Thank you so much oh, perfect.","start_word":175,"end_word":180,"sentiment":"positive","sentiment_score":0.5116690993309021},{"text":"for verifying That's your full okay. name. So it's yeah. I could see in here that your outstanding is 63 Mhmm. dollars Sixty 90 three? 6<unk>. Correct. And are you opting to use another card? Because I do see in here you have your card on file. However, it was declined. Let me have a look and see which one that was. Do you know what Yeah. the the numbers it was ending in is? Yeah. For security reason, we only see the last four, Oh, last which is 4? 3 Yes. 530. Oh, okay. Because I'm looking at that account now and there's I mean, there's $6,000 in there. So is it something that you guys can stick and see if if you can you can Yeah. Would do it? Yep. would you like me to retry Yeah. to process the payment while I have you on the line?","start_word":181,"end_word":330,"sentiment":"neutral","sentiment_score":0.0015639334917068482},{"text":"That You would already be great. have Thank the you.","start_word":331,"end_word":340,"sentiment":"positive","sentiment_score":0.503551185131073},{"text":"Okay. Yep. Sure. Just be on the line for a minute or two. Let me just reprocess it, and then afterwards, I'll let you know if it's went through. Okay?","start_word":341,"end_word":370,"sentiment":"neutral","sentiment_score":0.17253418266773224},{"text":"Thank you.","start_word":371,"end_word":372,"sentiment":"positive","sentiment_score":0.3356587290763855},{"text":"You're welcome. One moment, please. Thank you.","start_word":373,"end_word":379,"sentiment":"neutral","sentiment_score":0.2615969181060791},{"text":"Thank you so much for patiently waiting on the line, miss Wood.","start_word":380,"end_word":391,"sentiment":"positive","sentiment_score":0.3673769235610962},{"text":"So, unfortunately, That's it's still declined.","start_word":392,"end_word":397,"sentiment":"negative","sentiment_score":-0.3453788161277771},{"text":"okay. It Oh, maybe says we need to then check the data. What yeah. What what does it say? Sorry. yeah. It says authorization declined. So if it's okay with you, we can just go ahead and reenter your card details. Yeah. Absolutely. Okay. Sure. One moment here. Let me just go back to that page. Is it a Visa or a Mastercard? It's a Mastercard. Okay. Thank you. Okay. Mastercard. K. May I have the full card number, please? Yeah. Give me one moment. Okay. 5229800399663530, and the expiry is 07/31. Okay. I see it now. We have to update the expiry date. Gotcha. Yeah. Sorry. Alright. Thank you. So let me confirm. 05/2030. Expiry, Correct. 07/31/2000 Yes. '31. Okay. You must Thank have had you. the previous date that was expiring in '26. Sorry about that. That is correct. Okay. Alright. And then the CVV, please? Yep. It is let me just go back. Sorry. Let me go back here. So It it is 759. 759. Okay.","start_word":398,"end_word":566,"sentiment":"neutral","sentiment_score":-0.009255411500144289},{"text":"Thank you.","start_word":567,"end_word":568,"sentiment":"positive","sentiment_score":0.4939299523830414},{"text":"And you would like to use this as your payment, right, for direct debit? What was that? Sorry. Okay. And you are agreeing to use this for future payment for your recurring invoice? No. If that's okay if we don't because we'll we'll have a I'm just updating account details for the next by the next Okay. month. So, yeah, if we Alright. can just say it's a once off, that would be great. Oh, sure. Sure. That would be fine.","start_word":569,"end_word":649,"sentiment":"neutral","sentiment_score":0.07193683087825775},{"text":"Thank you so much for letting us know. So once you're ready to set up a automatic payment using your bank account or a card, just let us know.","start_word":650,"end_word":678,"sentiment":"positive","sentiment_score":0.4259098768234253},{"text":"In that way, we could help you out, or you can also set up this through logging in to your customer portal. Okay? Let me just Yeah.","start_word":679,"end_word":705,"sentiment":"neutral","sentiment_score":0.2001602202653885},{"text":"That proceed would be great.","start_word":706,"end_word":710,"sentiment":"positive","sentiment_score":0.44905388355255127},{"text":"today's payment. Okay. There we go.","start_word":711,"end_word":716,"sentiment":"neutral","sentiment_score":0.2431211769580841},{"text":"The payment has been processed successfully. Now your account will be zeroed.","start_word":717,"end_word":728,"sentiment":"positive","sentiment_score":0.3888952136039734},{"text":"And, miss Wood, you will receive your payment receipt shortly to your email address. Okay?","start_word":729,"end_word":743,"sentiment":"neutral","sentiment_score":0.21786019206047055},{"text":"That would be great. Thank you. You're most welcome. It's my pleasure to help you today.","start_word":744,"end_word":759,"sentiment":"positive","sentiment_score":0.5400285720825195},{"text":"Anything else that I may help you? No. That's it. Oh, I was I Okay. was gonna say, sorry, just to make sure. So a receipt gets put on the online account. Is that right? Or is it something that we can get emailed to us? Perfect. Oh, you will be receiving it through your email address. But once you've logged in your account through the customer portal, you can Yep. also view your transaction, like the Yeah.","start_word":760,"end_word":837,"sentiment":"neutral","sentiment_score":0.07725738734006882},{"text":"Lovely. invoice Perfect.","start_word":838,"end_word":840,"sentiment":"positive","sentiment_score":0.3908914923667908},{"text":"and your recent payment receipt. Okay? Yeah.","start_word":841,"end_word":847,"sentiment":"neutral","sentiment_score":0.24284234642982483},{"text":"Thank you for that. You're Awesome. most welcome. You Thank take you. care. Have a good one. Bye bye. You too.","start_word":848,"end_word":868,"sentiment":"positive","sentiment_score":0.5153100689252218},{"text":"Bye.","start_word":869,"end_word":869,"sentiment":"neutral","sentiment_score":0.16908502578735352}],"average":{"sentiment":"neutral","sentiment_score":0.1113510071997549}}}}