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# Exemplo Contact Lens arquivos de saída para um bate-papo analisado por Contact Lens análise conversacional
Esta seção mostra um exemplo de esquema para uma conversa de chat analisada pela analytics de conversação do Contact Lens. O exemplo mostra o sentimento inferido, as categorias correspondentes, o resumo do contato e o tempo de resposta.
O arquivo original analisado contém a transcrição completa do chat. O mesmo conteúdo presente no campo **Transcrição** do chat na página **Detalhes do contato** encontra-se no campo `Transcript` do arquivo original de análise do Contact Lens. Além disso, o arquivo analisado pode conter mais campos, como uma seção `Redaction` para indicar que há dados editados no arquivo de análise editado.
**nota**
Algumas `ConversationCharacteristics` incluem mapas `DetailsByParticipantRole`, com as funções dos participantes como chaves. Mas nem todas as funções da lista `Participants` (como `CUSTOMER` ou `AGENT`) têm a garantia de ter chaves correspondentes nos objetos `DetailsByParticipantRole`. A presença de uma chave para um participante depende da existência de dados elegíveis para a análise do Contact Lens.
## Categorias
`PointsOfInterest` difere entre as categorias pós-bate-papo e pós-chamada:
+ Post-call `PointsOfInterest`tem um deslocamento de milissegundos.
+ Post-chat `PointsOfInterest`tem uma matriz de`TranscriptItems`; cada item tem um `id` `CharacterOffset` e.
Há uma matriz de `PointsOfInterest`. Cada matriz tem uma variedade de `TranscriptItems`: cada `PointOfInterest` destina-se a uma correspondência de categoria, mas cada correspondência pode abranger vários itens de transcrição.
Tanto para chamadas quanto para chats, o conjunto `PointsOfInterest` pode estar vazio. Isso significa que a correspondência de categoria é feita para todo o contato. Por exemplo, se você criar uma regra que corresponda à categoria quando `Hello` não for mencionada no contato, não haverá nenhuma parte da transcrição para identificar essa condição.
**nota**
No momento, a categoria é inferida somente para mensagens `text/plain` de chat `text/markdown`.
## Principais destaques
Os **principais destaques** estão localizados na matriz `ConversationCharacteristics.ContactSummary.SummaryItemsDetected`. Não pode haver mais de um item nessa matriz, salientando que somente um conjunto de `Issue`, `Outcome` e item de `Action` pode ser encontrado.
Cada objeto na matriz tem os seguintes campos: `IssuesDetected`, `OutcomesDetected` e `ActionItemsDetected`.
Cada um dos campos tem uma matriz `TranscriptItems`, que tem `Id` e `CharacterOffsets`. Eles descrevem `TranscriptItems` e partes específicas que foram identificadas para conter esse resumo do contato: problema, resultado ou item de ação.
**nota**
Atualmente, os principais destaques são inferidos somente para mensagens de chat `text/plain`.
## Sentimento
### Sentimento geral
A pontuação de sentimento do campo `DetailsByParticipantRole` para os participantes do contato é semelhante ao Contact Lens para o arquivo de analytics de fala.
O campo `DetailsByInteraction` tem uma pontuação de sentimento do `CUSTOMER` para partes da interação do chat `WithAgent` e `WithoutAgent`. Se não houver mensagens do cliente nessas partes da interação, o respectivo campo estará ausente.
**nota**
No momento, o sentimento é inferido somente para mensagens de chat `text/plain` e `text/markdown`.
### Mudança de sentimento
O campo `DetailsByParticipantRole` contém um objeto que descreve a mudança de sentimento dos participantes do contato (isto é, `AGENT` e`CUSTOMER`): `BeginScore` e `EndScore`.
O campo `DetailsByInteraction` tem uma mudança de sentimento do `CUSTOMER` para partes da interação do chat `WithAgent` e `WithoutAgent`. Se não houver mensagens do cliente nessas partes da interação, o respectivo campo estará ausente.
A mudança de sentimento fornece informações sobre como o sentimento do participante mudou durante a interação no chat.
## Tempo de resposta
`AgentGreetingTimeMillis` mede o tempo entre o momento em que o `AGENT` entrou no chat e o momento em que encerrou a primeira mensagem para o cliente.
`DetailsByParticipantRole` tem as seguintes características para cada participante:
+ `Average`: qual é o tempo médio de resposta de um participante.
+ `Maximum`: qual é o tempo de resposta mais longo de um participante. Se houver vários itens de transcrição com o mesmo tempo máximo de resposta, quais são eles.
Para calcular os tempos de resposta `Maximum` e `Average` e os tempos de resposta de determinado participante, ele precisa responder a uma mensagem de outro participante (o `AGENT` precisa responder ao `CUSTOMER` e vice-versa).
Por exemplo, se houvesse apenas uma mensagem do `CUSTOMER` e, depois, apenas uma mensagem do `AGENT` antes do término do chat, o Contact Lens calcularia um tempo de resposta do `AGENT`, mas não do `CUSTOMER`.
**nota**
No momento, o tempo de resposta é inferido somente para mensagens de chat ` text/plain` e `text/markdown`.
## Edição
Observe as seguintes informações sobre o arquivo de análise original para chats:
+ O item de transcrição incluirá uma seção `Redaction` somente se houver dados a serem editados. A seção contém deslocamentos de caracteres para os dados que são editados no arquivo de análise editado.
+ Se duas ou mais partes de uma mensagem forem editadas, o primeiro deslocamento se aplicará à primeira parte editada, o segundo se aplicará à segunda parte editada e assim por diante.
`DisplayNames` para `AGENT` e `CUSTOMER` são editados porque contêm PII. Isso também se aplica a `AttachmentName`.
`CharacterOffsets` leve em consideração as alterações de edição do tamanho do `Content` no arquivo de análise editado. `CharacterOffsets` descreve o conteúdo editado, não o conteúdo original.
## Exemplo de arquivo de chat original
```
{
"AccountId": "123456789012",
"Categories": {
"MatchedCategories": [
"agent-intro"
],
"MatchedDetails": {
"agent-intro": {
"PointsOfInterest": [
{
"TranscriptItems": [
{
"CharacterOffsets": {
"BeginOffsetChar": 0,
"EndOffsetChar": 73
},
"Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a"
}
]
}
]
}
}
},
"Channel": "CHAT",
"ChatTranscriptVersion": "2019-08-26",
"ContentMetadata": {
"Output": "Raw"
},
"ConversationCharacteristics": {
"ContactSummary": {
"PostContactSummary": {
"Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call."
}
},
"SummaryItemsDetected": [
{
"ActionItemsDetected": [],
"IssuesDetected": [
{
"TranscriptItems": [
{
"CharacterOffsets": {
"BeginOffsetChar": 72,
"EndOffsetChar": 244
},
"Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df"
}
]
}
]
"OutcomesDetected": [
{
"TranscriptItems": [
{
"CharacterOffsets": {
"BeginOffsetChar": 0,
"EndOffsetChar": 150
},
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851"
}
]
}
]
}
],
"ResponseTime": {
"AgentGreetingTimeMillis": 2511,
"DetailsByParticipantRole": {
"AGENT": {
"Average": {
"ValueMillis": 5575
},
"Maximum": {
"TranscriptItems": [
{
"Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3"
}
],
"ValueMillis": 7309
}
},
"CUSTOMER": {
"Average": {
"ValueMillis": 5875
},
"Maximum": {
"TranscriptItems": [
{
"Id": "c71ad383-f876-4bb3-b254-7837b6a3d395"
}
],
"ValueMillis": 11366
}
}
}
},
"Sentiment": {
"DetailsByTranscriptItemGroup": [
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3673d926-6e75-4620-a6f0-7ea571790a15"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "46d37141-32d8-4f2e-a664-bcd3f34a68b3"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3c4a2a1e-6790-46a6-8ad4-4a0980b04795"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "f9cd41b6-3f68-4e83-a47d-664395f324c0"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "28d0a1ce-64d1-4625-bbef-4cfeb97b6742"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "ef9b8622-32d5-4cfd-9ccc-a242502267bc"
},
{
"Id": "03a9de67-f9e1-4884-a1a3-ecea78a4ce9e"
},
{
"Id": "cfee5ece-a671-4a11-9ec2-89aba4b7d688"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "61bb2591-fe87-44e4-bba0-a3619c4cef1f"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "1761f27e-0989-4b6d-a046-fc03d2c6bc9c"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 3.3333333333333335,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "8cdff161-dc25-44e6-986f-fc0e08ee0a7d"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -1.6666666666666667,
"Sentiment": "NEGATIVE",
"TranscriptItems": [
{
"Id": "bcc51949-3a79-4398-be1b-a27345a8a8ad"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -3.75,
"Sentiment": "NEGATIVE",
"TranscriptItems": [
{
"Id": "7d5c07d7-3d26-4b34-ae91-39aeaeef685c"
},
{
"Id": "e0efbd17-9139-439b-8c80-ebf2b9b703b9"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -3.75,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "8fbb8dd4-9fd4-4991-83dc-5f06eeead9aa"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -2.5,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3b856fd9-0eeb-4fb2-93ed-95ec4aeae3a6"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "ecb8c498-96d7-448b-8360-366eeddb4090"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "d334058f-e3de-4cf1-a361-32e4e61f1839"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3ec6adb5-3f11-409c-af39-40cf7ba6f078"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "c71ad383-f876-4bb3-b254-7837b6a3d395"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "4b292b64-4a33-45ff-89df-d5a175d16d70"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "2da5a3c2-9d1b-458c-ae53-759a4e63198d"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "e23a2331-f3fc-4d3c-8a51-1541451186c9"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 3.75,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "5a27cc39-9b73-4ebe-9275-5e6723788a1b"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 3.75,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "540368c7-ec19-4fc0-8c86-0a5ee62d31a0"
}
]
}
],
"OverallSentiment": {
"DetailsByInteraction": {
"DetailsByParticipantRole": {
"CUSTOMER": {
"WithAgent": 0
}
}
},
"DetailsByParticipantRole": {
"AGENT": 1.1538461538461537,
"CUSTOMER": 0
}
},
"SentimentShift": {
"DetailsByInteraction": {
"DetailsByParticipantRole": {
"CUSTOMER": {
"WithAgent": {
"BeginScore": -3,
"EndScore": 3.75
}
}
}
},
"DetailsByParticipantRole": {
"AGENT": {
"BeginScore": 0,
"EndScore": 2.5
},
"CUSTOMER": {
"BeginScore": -3.75,
"EndScore": 3.75
},
"SYSTEM": {
"BeginScore": 2.5,
"EndScore": 0
}
}
}
}
},
"CustomerMetadata": {
"ContactId": "b49644f6-672f-445c-b209-f76b36482830",
"InputS3Uri": "{{path to the json file in s3}}",
"InstanceId": "f23fc323-3d6d-48aa-95dc-EXAMPLE012"
},
"JobStatus": "COMPLETED",
"LanguageCode": "en-US",
"Participants": [
{
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER"
},
{
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM"
},
{
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT"
}
],
"Transcript": [
{
"AbsoluteTime": "2022-10-27T03:31:50.735Z",
"ContentType": "application/vnd.amazonaws.connect.event.participant.joined",
"DisplayName": "John",
"Id": "740c494d-9df7-4400-91c0-3e4df33922c8",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "EVENT"
},
{
"AbsoluteTime": "2022-10-27T03:31:53.390Z",
"Content": "Hello, thanks for contacting us. This is an example of what the Amazon Connect virtual contact center can enable you to do.",
"ContentType": "text/plain",
"DisplayName": "SYSTEM_MESSAGE",
"Id": "78aa8229-714a-4c87-916b-ce7d8d567ab2",
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:31:55.131Z",
"Content": "The time in queue is less than 5 minutes.",
"ContentType": "text/plain",
"DisplayName": "SYSTEM_MESSAGE",
"Id": "1276382b-facb-49c5-8d34-62e3b0f50002",
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:31:56.618Z",
"Content": "You are now being placed in queue to chat with an agent.",
"ContentType": "text/plain",
"DisplayName": "SYSTEM_MESSAGE",
"Id": "88c2363e-8206-4781-a353-c15e1ccacc12",
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:00.951Z",
"ContentType": "application/vnd.amazonaws.connect.event.participant.joined",
"DisplayName": "Jane",
"Id": "c05cca74-d50b-4aa5-b46c-fdb5ae8c814c",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "EVENT"
},
{
"AbsoluteTime": "2022-10-27T03:32:03.462Z",
"Content": "Hello, thanks for reaching Example Corp. This is Jane. How may I help you?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 46,
"EndOffsetChar": 53
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:08.102Z",
"Content": "I'd like to see if I can get a refund or an exchange, because I ordered one of your grow-it-yourself indoor herb garden kits and nothing sprouted after a couple weeks so I think something is wrong with the seeds and this product may be defective.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "bcc51949-3a79-4398-be1b-a27345a8a8ad",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:14.137Z",
"Content": "My wife is blind and sensitive to the sun so I was going to surprise her for her birthday with all the herbs that she loves so you guys actually really let me down.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "7d5c07d7-3d26-4b34-ae91-39aeaeef685c",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:18.781Z",
"Content": "I should be taking my business elsewhere. I don't see why I should be giving money to a company that isn't even going to sell a product that works.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "e0efbd17-9139-439b-8c80-ebf2b9b703b9",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:24.123Z",
"Content": "Ok. Can I get your first and last name please?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "3673d926-6e75-4620-a6f0-7ea571790a15",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:29.879Z",
"Content": "Yeah. My first name is John and last name is Doe.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "8fbb8dd4-9fd4-4991-83dc-5f06eeead9aa",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 21,
"EndOffsetChar": 26
},
{
"BeginOffsetChar": 44,
"EndOffsetChar": 49
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:34.670Z",
"Content": "Could you please provide me with the order ID number?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "46d37141-32d8-4f2e-a664-bcd3f34a68b3",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:39.726Z",
"Content": "Yes, just . Looking ...",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "3b856fd9-0eeb-4fb2-93ed-95ec4aeae3a6",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:44.887Z",
"Content": "Not a problem, take your time.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "3c4a2a1e-6790-46a6-8ad4-4a0980b04795",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:52.978Z",
"Content": "Okay, that should be #5376897. You know, if the product was fine I wouldn't have to scrounge through emails.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "ecb8c498-96d7-448b-8360-366eeddb4090",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:59.441Z",
"Content": "alright, perfect. And could you also just confirm the shipping address for me?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "f9cd41b6-3f68-4e83-a47d-664395f324c0",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 77,
"EndOffsetChar": 78
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:05.455Z",
"Content": "123 Any Street, Any Town, and the zip code is 98109.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "d334058f-e3de-4cf1-a361-32e4e61f1839",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 0,
"EndOffsetChar": 27
},
{
"BeginOffsetChar": 49,
"EndOffsetChar": 54
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:12.764Z",
"Content": "Thank you very much. Just waiting on my system here. .. I'll also need the last four digits of your debit card.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:17.412Z",
"Content": "Ok. Last four for my debit care are 9008",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "3ec6adb5-3f11-409c-af39-40cf7ba6f078",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Redaction": {
"CharacterOffsets": [
{
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"EndOffsetChar": 31
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:22.486Z",
"Content": "It's just too bad. I thought this was going to be the best gift idea. How can you guys be sending out defective seeds? Isn't that your whole business?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:38.961Z",
"Content": "I apologize for the experience you had Mr. Doe, its very uncommon that our customer will have this issue. We will look into this and get this sorted out for you right away.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "28d0a1ce-64d1-4625-bbef-4cfeb97b6742",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Redaction": {
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{
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"EndOffsetChar": 46
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:44.192Z",
"Content": "Well, my wife's birthday already passed, so. There's not too much you can do. But I would still like to grow the herbs for her, if possible.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "4b292b64-4a33-45ff-89df-d5a175d16d70",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:51.310Z",
"Content": "Totally understandable. Let me see what we can do for you. Please give me couple of minutes as I check the system.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "ef9b8622-32d5-4cfd-9ccc-a242502267bc",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:56.287Z",
"Content": "Thank you sir one moment please.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "03a9de67-f9e1-4884-a1a3-ecea78a4ce9e",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:01.224Z",
"Content": "Alright are you still there Mr Doe?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "cfee5ece-a671-4a11-9ec2-89aba4b7d688",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Redaction": {
"CharacterOffsets": [
{
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"EndOffsetChar": 35
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:07.093Z",
"Content": "Yeah.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "2da5a3c2-9d1b-458c-ae53-759a4e63198d",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:12.562Z",
"Content": "We are not only refunding the cost of the grow-it-yourself indoor herb kit but we will also be sending you a replacement. Would you be okay with this?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:17.029Z",
"Content": "Yeah! That would be great. I just want my wife to be able to have these herbs in her room. And I'm always happy to get my money back!",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "e23a2331-f3fc-4d3c-8a51-1541451186c9",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:22.269Z",
"Content": "Awesome! We really want to keep our customers happy and satisfied, and again I want to apologize for your less than satisfactory experience with the last product you ordered from us.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "61bb2591-fe87-44e4-bba0-a3619c4cef1f",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:26.353Z",
"Content": "Okay! No problem. Sounds great. Thank you for all your help!",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "5a27cc39-9b73-4ebe-9275-5e6723788a1b",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:31.431Z",
"Content": "Is there anything else I can help you out with John?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "1761f27e-0989-4b6d-a046-fc03d2c6bc9c",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 48,
"EndOffsetChar": 53
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:36.704Z",
"Content": "Nope!",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "540368c7-ec19-4fc0-8c86-0a5ee62d31a0",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:41.448Z",
"Content": "Ok great! Have a great day.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "8cdff161-dc25-44e6-986f-fc0e08ee0a7d",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:42.799Z",
"ContentType": "application/vnd.amazonaws.connect.event.participant.left",
"DisplayName": "John",
"Id": "d1ba54ba-61d4-4a48-9a9a-6cd17d70b8fb",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "EVENT"
},
{
"AbsoluteTime": "2022-10-27T03:34:43.192Z",
"ContentType": "application/vnd.amazonaws.connect.event.chat.ended",
"Id": "2d9a0e4f-faec-485f-97af-2767dde1f30a",
"Type": "EVENT"
}
],
"Version": "CHAT-2022-11-30"
}
```
## Exemplo de arquivo de chat editado
```
{
"AccountId": "123456789012",
"Categories": {
"MatchedCategories": [
"agent-intro"
],
"MatchedDetails": {
"agent-intro": {
"PointsOfInterest": [
{
"TranscriptItems": [
{
"CharacterOffsets": {
"BeginOffsetChar": 0,
"EndOffsetChar": 71
},
"Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a"
}
]
}
]
}
}
},
"Channel": "CHAT",
"ChatTranscriptVersion": "2019-08-26",
"ContentMetadata": {
"Output": "Redacted",
"RedactionTypes": [
"PII"
],
"RedactionTypesMetadata": {
"PII": {
"RedactionMaskMode": "PII"
}
}
},
"ConversationCharacteristics": {
"ContactSummary": {
"SummaryItemsDetected": [
{
"ActionItemsDetected": [],
"IssuesDetected": [
{
"TranscriptItems": [
{
"CharacterOffsets": {
"BeginOffsetChar": 72,
"EndOffsetChar": 244
},
"Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df"
}
]
}
],
"OutcomesDetected": [
{
"TranscriptItems": [
{
"CharacterOffsets": {
"BeginOffsetChar": 0,
"EndOffsetChar": 150
},
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851"
}
]
}
]
}
]
"ContactSummary": {
"PostContactSummary": {
"Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call."
}
}
],
},
"ResponseTime": {
"AgentGreetingTimeMillis": 2511,
"DetailsByParticipantRole": {
"AGENT": {
"Average": {
"ValueMillis": 5575
},
"Maximum": {
"TranscriptItems": [
{
"Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3"
}
],
"ValueMillis": 7309
}
},
"CUSTOMER": {
"Average": {
"ValueMillis": 5875
},
"Maximum": {
"TranscriptItems": [
{
"Id": "c71ad383-f876-4bb3-b254-7837b6a3d395"
}
],
"ValueMillis": 11366
}
}
}
},
"Sentiment": {
"DetailsByTranscriptItemGroup": [
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3673d926-6e75-4620-a6f0-7ea571790a15"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "46d37141-32d8-4f2e-a664-bcd3f34a68b3"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3c4a2a1e-6790-46a6-8ad4-4a0980b04795"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "f9cd41b6-3f68-4e83-a47d-664395f324c0"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "28d0a1ce-64d1-4625-bbef-4cfeb97b6742"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "ef9b8622-32d5-4cfd-9ccc-a242502267bc"
},
{
"Id": "03a9de67-f9e1-4884-a1a3-ecea78a4ce9e"
},
{
"Id": "cfee5ece-a671-4a11-9ec2-89aba4b7d688"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "61bb2591-fe87-44e4-bba0-a3619c4cef1f"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "1761f27e-0989-4b6d-a046-fc03d2c6bc9c"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 3.3333333333333335,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "8cdff161-dc25-44e6-986f-fc0e08ee0a7d"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -1.6666666666666667,
"Sentiment": "NEGATIVE",
"TranscriptItems": [
{
"Id": "bcc51949-3a79-4398-be1b-a27345a8a8ad"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -3.75,
"Sentiment": "NEGATIVE",
"TranscriptItems": [
{
"Id": "7d5c07d7-3d26-4b34-ae91-39aeaeef685c"
},
{
"Id": "e0efbd17-9139-439b-8c80-ebf2b9b703b9"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -3.75,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "8fbb8dd4-9fd4-4991-83dc-5f06eeead9aa"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -2.5,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3b856fd9-0eeb-4fb2-93ed-95ec4aeae3a6"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "ecb8c498-96d7-448b-8360-366eeddb4090"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "d334058f-e3de-4cf1-a361-32e4e61f1839"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3ec6adb5-3f11-409c-af39-40cf7ba6f078"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "c71ad383-f876-4bb3-b254-7837b6a3d395"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "4b292b64-4a33-45ff-89df-d5a175d16d70"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "2da5a3c2-9d1b-458c-ae53-759a4e63198d"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "e23a2331-f3fc-4d3c-8a51-1541451186c9"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 3.75,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "5a27cc39-9b73-4ebe-9275-5e6723788a1b"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 3.75,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "540368c7-ec19-4fc0-8c86-0a5ee62d31a0"
}
]
}
],
"OverallSentiment": {
"DetailsByInteraction": {
"DetailsByParticipantRole": {
"CUSTOMER": {
"WithAgent": 0
}
}
},
"DetailsByParticipantRole": {
"AGENT": 1.1538461538461537,
"CUSTOMER": 0
}
},
"SentimentShift": {
"DetailsByInteraction": {
"DetailsByParticipantRole": {
"CUSTOMER": {
"WithAgent": {
"BeginScore": -3,
"EndScore": 3.75
}
}
}
},
"DetailsByParticipantRole": {
"AGENT": {
"BeginScore": 0,
"EndScore": 2.5
},
"CUSTOMER": {
"BeginScore": -3.75,
"EndScore": 3.75
}
}
}
}
},
"CustomerMetadata": {
"ContactId": "b49644f6-672f-445c-b209-f76b36482830",
"InputS3Uri": "{{path to the json file in s3}}",
"InstanceId": "f23fc323-3d6d-48aa-EXAMPLE012"
},
"JobStatus": "COMPLETED",
"LanguageCode": "en-US",
"Participants": [
{
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER"
},
{
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM"
},
{
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT"
}
],
"Transcript": [
{
"AbsoluteTime": "2022-10-27T03:31:50.735Z",
"ContentType": "application/vnd.amazonaws.connect.event.participant.joined",
"DisplayName": "[PII]",
"Id": "740c494d-9df7-4400-91c0-3e4df33922c8",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "EVENT"
},
{
"AbsoluteTime": "2022-10-27T03:31:53.390Z",
"Content": "Hello, thanks for contacting us. This is an example of what the Amazon Connect virtual contact center can enable you to do.",
"ContentType": "text/plain",
"DisplayName": "SYSTEM_MESSAGE",
"Id": "78aa8229-714a-4c87-916b-ce7d8d567ab2",
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:31:55.131Z",
"Content": "The time in queue is less than 5 minutes.",
"ContentType": "text/plain",
"DisplayName": "SYSTEM_MESSAGE",
"Id": "1276382b-facb-49c5-8d34-62e3b0f50002",
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:31:56.618Z",
"Content": "You are now being placed in queue to chat with an agent.",
"ContentType": "text/plain",
"DisplayName": "SYSTEM_MESSAGE",
"Id": "88c2363e-8206-4781-a353-c15e1ccacc12",
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:00.951Z",
"ContentType": "application/vnd.amazonaws.connect.event.participant.joined",
"DisplayName": "[PII]",
"Id": "c05cca74-d50b-4aa5-b46c-fdb5ae8c814c",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "EVENT"
},
{
"AbsoluteTime": "2022-10-27T03:32:03.462Z",
"Content": "Hello, thanks for reaching Example Corp. This is [PII]. How may I help you?",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 46,
"EndOffsetChar": 51
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:08.102Z",
"Content": "I'd like to see if I can get a refund or an exchange, because I ordered one of your grow-it-yourself indoor herb garden kits and nothing sprouted after a couple weeks so I think something is wrong with the seeds and this product may be defective.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "bcc51949-3a79-4398-be1b-a27345a8a8ad",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
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{
"AbsoluteTime": "2022-10-27T03:32:14.137Z",
"Content": "My wife is blind and sensitive to the sun so I was going to surprise her for her birthday with all the herbs that she loves so you guys actually really let me down.",
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{
"AbsoluteTime": "2022-10-27T03:32:18.781Z",
"Content": "I should be taking my business elsewhere. I don't see why I should be giving money to a company that isn't even going to sell a product that works.",
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{
"AbsoluteTime": "2022-10-27T03:32:24.123Z",
"Content": "Ok. Can I get your first and last name please?",
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{
"AbsoluteTime": "2022-10-27T03:32:29.879Z",
"Content": "Yeah. My first name is [PII] and last name [PII].",
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{
"AbsoluteTime": "2022-10-27T03:32:34.670Z",
"Content": "Could you please provide me with the order ID number?",
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{
"AbsoluteTime": "2022-10-27T03:32:39.726Z",
"Content": "Yes, just . Looking ...",
"ContentType": "text/plain",
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{
"AbsoluteTime": "2022-10-27T03:32:44.887Z",
"Content": "Not a problem, take your time.",
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{
"AbsoluteTime": "2022-10-27T03:32:52.978Z",
"Content": "Okay, that should be #5376897. You know, if the product was fine I wouldn't have to scrounge through emails.",
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"DisplayName": "[PII]",
"Id": "ecb8c498-96d7-448b-8360-366eeddb4090",
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{
"AbsoluteTime": "2022-10-27T03:32:59.441Z",
"Content": "alright, perfect. And could you also just confirm the shipping address for me, [PII]",
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"AbsoluteTime": "2022-10-27T03:33:05.455Z",
"Content": "[PII], and the zip code [PII].",
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{
"AbsoluteTime": "2022-10-27T03:33:12.764Z",
"Content": "Thank you very much. Just waiting on my system here. .. I'll also need the last four digits of your debit card.",
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{
"AbsoluteTime": "2022-10-27T03:33:17.412Z",
"Content": "Ok. Last four for my debit card [PII]",
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{
"AbsoluteTime": "2022-10-27T03:33:33.852Z",
"Content": "It's just too bad. I thought this was going to be the best gift idea. How can you guys be sending out defective seeds? Isn't that your whole business?",
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"DisplayName": "[PII]",
"Id": "c71ad383-f876-4bb3-b254-7837b6a3d395",
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},
{
"AbsoluteTime": "2022-10-27T03:33:38.961Z",
"Content": "I apologize for the experience you had Mr [PII], its very uncommon that our customer will have this issue. We will look into this and get this sorted out for you right away.",
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"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:33:44.192Z",
"Content": "Well, my wife's birthday already passed, so. There's not too much you can do. But I would still like to grow the herbs for her, if possible.",
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"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:33:51.310Z",
"Content": "Totally understandable. Let me see what we can do for you. Please give me couple of minutes as I check the system.",
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{
"AbsoluteTime": "2022-10-27T03:33:56.287Z",
"Content": "Thank you sir one moment please.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:34:01.224Z",
"Content": "Alright are you still there Mr [PII]?",
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"AbsoluteTime": "2022-10-27T03:34:07.093Z",
"Content": "Yeah.",
"ContentType": "text/plain",
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{
"AbsoluteTime": "2022-10-27T03:34:12.562Z",
"Content": "We are not only refunding the cost of the grow-it-yourself indoor herb kit but we will also be sending you a replacement. Would you be okay with this?",
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"DisplayName": "[PII]",
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851",
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{
"AbsoluteTime": "2022-10-27T03:34:17.029Z",
"Content": "Yeah! That would be great. I just want my wife to be able to have these herbs in her room. And I'm always happy to get my money back!",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "e23a2331-f3fc-4d3c-8a51-1541451186c9",
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},
{
"AbsoluteTime": "2022-10-27T03:34:22.269Z",
"Content": "Awesome! We really want to keep our customers happy and satisfied, and again I want to apologize for your less than satisfactory experience with the last product you ordered from us.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "61bb2591-fe87-44e4-bba0-a3619c4cef1f",
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{
"AbsoluteTime": "2022-10-27T03:34:26.353Z",
"Content": "Okay! No problem. Sounds great. Thank you for all your help!",
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"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:34:31.431Z",
"Content": "Is there anything else I can help you out with Mr [PII]?",
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"AbsoluteTime": "2022-10-27T03:34:36.704Z",
"Content": "Nope!",
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{
"AbsoluteTime": "2022-10-27T03:34:41.448Z",
"Content": "Ok great! Have a great day.",
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}
```