本文為英文版的機器翻譯版本，如內容有任何歧義或不一致之處，概以英文版為準。
# Contact Lens 對話分析所分析之聊天的範例 Contact Lens 輸出檔案
本節顯示 Contact Lens 對話分析已分析之聊天對話的範例結構描述。範例顯示推斷的情緒、相符的類別、聯絡摘要和回應時間。
原始、經分析的檔案包含完整的聊天文字記錄。相同的內容呈現於原始 Contact Lens 分析檔案中，`Transcript` 檔案中的聊天**文字記錄**檔案上的**聯絡詳細資訊**頁面。此外，經分析的檔案可能包含更多欄位，例如，`Redaction` 部分指示已修訂的分析檔案中有已修訂的日期。
**注意**
一些 `ConversationCharacteristics` 包括 `DetailsByParticipantRole` 地圖，使用參與者角色作為索引建。但是，並非 `Participants` 清單中的所有角色 (例如 `CUSTOMER` 或 `AGENT`) 都保證在 `DetailsByParticipantRole` 物件中具有對應的索引鍵。參與者的索引鍵是否存在，取決於 Contact Lens 分析是否有合格的資料。
## 類別
聊天後和通話後類別的 `PointsOfInterest` 不同：
+ 通話後 `PointsOfInterest` 具有毫秒偏移。
+ 聊天後 `PointsOfInterest` 有一個 `TranscriptItems` 陣列，每個項目都有一個 `id` 和 `CharacterOffset`。
有一個 `PointsOfInterest` 陣列。每個陣列都有一個 `TranscriptItems` 陣列：每個 `PointOfInterest` 陣列都用於類別比對，但每個比對可跨越多個文字記錄項目。
對於通話和聊天，`PointsOfInterest` 陣列可以是空的。這表示該類別與整個聯絡相符。例如，如果您在聯絡中未提及 `Hello` 建立符合類別的規則，則不會有任何部分的文字記錄可以確定此條件。
**注意**
目前，類別僅針對 `text/plain` 推斷，`text/markdown` 僅針對聊天訊息。
## 主要重點
**主要重點**位於 `ConversationCharacteristics.ContactSummary.SummaryItemsDetected` 陣列中。該陣列中不能有一個以上的項目，強調只能找到一組 `Issue`、`Outcome` 和 `Action` 項目。
陣列中的每個物件都有下列欄位：`IssuesDetected`、`OutcomesDetected`、`ActionItemsDetected`。
每個欄位都有一個有一個具有 `Id` 和 `CharacterOffsets` 的陣列 `TranscriptItems`。他們描述 `TranscriptItems`，並且識別為包含該聯絡摘要的特定部分：問題、結果或行動項目。
**注意**
目前只會對 `text/plain` 聊天訊息推斷主要重點。
## 情緒
### 整體情緒
聯絡參與者的 `DetailsByParticipantRole` 欄位情緒分數，類似於 Contact Lens 的語音分析檔案。
`DetailsByInteraction` 欄位具有部分聊天互動 `WithAgent` 和 `WithoutAgent` 的 `CUSTOMER` 情緒分數。如果互動的部分中沒有客戶訊息，則對應的欄位將不存在。
**注意**
目前，情緒僅針對 `text/plain` 推斷，`text/markdown` 僅針對聊天訊息。
### 情緒轉變
`DetailsByParticipantRole` 欄位包含描述聯絡參與者 (也就是 `AGENT`、`CUSTOMER`)：`BeginScore` 和情緒偏移的物件 `EndScore`。
`DetailsByInteraction` 欄位對聊天互動 `WithAgent` 和 `WithoutAgent` 部分進行 `CUSTOMER` 情緒轉移。如果互動的部分中沒有客戶訊息，則對應的欄位將不存在。
情緒轉變提供有關參與者在整個聊天互動過程中情緒如何變化的資訊。
## 回應時間
`AgentGreetingTimeMillis` 衡量 `AGENT` 加入聊天到他們結束第一個訊息給客戶的那一刻，其之間的時間。
`DetailsByParticipantRole` 每個參與者具有以下特徵：
+ `Average`：什麼是參與者的平均回應時間。
+ `Maximum`：什麼是參與者的最長回應時間。如果有多個文字記錄項目，且具有相同的最長回應時間，那麼是哪一個。
若要計算特定參與者的 `Average` 和 `Maximum` 回應時間，他們需要回應來自另一個參與者的消息 (`AGENT` 需要回應 `CUSTOMER`，反之亦然)。
例如，如果聊天結束之前只有一條訊息來自 `CUSTOMER`，然後只有一條 `AGENT` 訊息，Contact Lens 將計算 `AGENT` 的回應時間，但不會計算 `CUSTOMER`。
**注意**
目前，回應時間僅針對 ` text/plain` 推斷，`text/markdown` 僅針對聊天訊息。
## 修訂
請注意，以下是聊天原始分析檔案：
+ 只有當資料需要修訂時，文字記錄項目才包括 `Redaction` 區段。此區段包含資料的字元偏移，其為修訂分析檔案中的修訂。
+ 如果修訂了兩個或多個訊息片段，則第一個位移會套用至第一個已編輯的片段，第二個位移會套用至第二個已編輯的片段，依此類推。
`DisplayNames` 代表 `AGENT` 和 `CUSTOMER` 經過修訂，因為它們包含 PII。這也適用於 `AttachmentName`。
`CharacterOffsets` 考量修訂分析檔案中 `Content` 長度的修訂變化。`CharacterOffsets` 說明修訂的內容，而不是原始內容。
## 原始聊天檔案範例
```
{
"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": {
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{
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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"
}
```
## 修訂後聊天檔案範例
```
{
"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",
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{
"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",
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{
"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",
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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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"DisplayName": "[PII]",
"Id": "7d5c07d7-3d26-4b34-ae91-39aeaeef685c",
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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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"DisplayName": "[PII]",
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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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"Id": "46d37141-32d8-4f2e-a664-bcd3f34a68b3",
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{
"AbsoluteTime": "2022-10-27T03:32:39.726Z",
"Content": "Yes, just . Looking ...",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "3b856fd9-0eeb-4fb2-93ed-95ec4aeae3a6",
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{
"AbsoluteTime": "2022-10-27T03:32:44.887Z",
"Content": "Not a problem, take your time.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "3c4a2a1e-6790-46a6-8ad4-4a0980b04795",
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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.",
"ContentType": "text/plain",
"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]",
"ContentType": "text/plain",
"DisplayName": "[PII]",
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"AbsoluteTime": "2022-10-27T03:33:05.455Z",
"Content": "[PII], and the zip code [PII].",
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"DisplayName": "[PII]",
"Id": "d334058f-e3de-4cf1-a361-32e4e61f1839",
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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.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3",
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{
"AbsoluteTime": "2022-10-27T03:33:17.412Z",
"Content": "Ok. Last four for my debit card [PII]",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "3ec6adb5-3f11-409c-af39-40cf7ba6f078",
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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?",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "c71ad383-f876-4bb3-b254-7837b6a3d395",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
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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.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "28d0a1ce-64d1-4625-bbef-4cfeb97b6742",
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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.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "4b292b64-4a33-45ff-89df-d5a175d16d70",
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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.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "ef9b8622-32d5-4cfd-9ccc-a242502267bc",
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{
"AbsoluteTime": "2022-10-27T03:33:56.287Z",
"Content": "Thank you sir one moment please.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "03a9de67-f9e1-4884-a1a3-ecea78a4ce9e",
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},
{
"AbsoluteTime": "2022-10-27T03:34:01.224Z",
"Content": "Alright are you still there Mr [PII]?",
"ContentType": "text/plain",
"DisplayName": "[PII]",
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"AbsoluteTime": "2022-10-27T03:34:07.093Z",
"Content": "Yeah.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "2da5a3c2-9d1b-458c-ae53-759a4e63198d",
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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?",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
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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",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
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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",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
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{
"AbsoluteTime": "2022-10-27T03:34:26.353Z",
"Content": "Okay! No problem. Sounds great. Thank you for all your help!",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "5a27cc39-9b73-4ebe-9275-5e6723788a1b",
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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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"Version": "CHAT-2022-11-30"
}
```