utterance_id
stringlengths 13
13
| text
stringlengths 10
229
| label
stringclasses 2
values | confidence
stringclasses 11
values | dialog_act
stringclasses 12
values | conversation_type
stringclasses 1
value | conversation_id
stringclasses 1
value | turn_number
int32 -1
-1
| previous_context
stringclasses 1
value | speaker
stringclasses 1
value | linguistic_repetition_type
stringclasses 3
values | linguistic_number_format
stringclasses 8
values | linguistic_contraction_style
stringclasses 8
values | linguistic_formality
stringclasses 3
values | linguistic_discourse_marker
stringclasses 67
values | linguistic_false_start
stringclasses 11
values | linguistic_hesitation_marker
stringclasses 34
values | context_context_description
stringlengths 13
90
| context_call_type
stringclasses 56
values | context_emotional_state
stringclasses 43
values | context_technical_level
stringclasses 7
values | context_issue_status
stringclasses 16
values | context_urgency
stringclasses 5
values |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
single_000001
|
My account number is 123456789.
|
turn-ending
|
0.9
|
information_provision
| -1 |
customer
|
processing
|
account_id
|
none
|
neutral
|
none
|
none
|
minimal
|
Customer calling about account issue
|
account
|
neutral
|
low
|
new
|
low
|
|||
single_000002
|
I made the payment yesterday at 3 PM through the mobile app.
|
turn-ending
|
0.8
|
information_provision
| -1 |
customer
|
processing
|
digit
|
expanded
|
neutral
|
through
|
none
|
minimal
|
Customer calling about payment issue
|
billing
|
slightly frustrated
|
medium
|
in progress
|
medium
|
|||
single_000003
|
The error message says connection timeout, and I've tried restarting my router already.
|
turn-ending
|
0.7
|
information_provision
| -1 |
customer
|
processing
|
none
|
expanded
|
neutral
|
and
|
none
|
minimal
|
Customer calling about internet issue
|
inbound
|
frustrated
|
high
|
escalated
|
high
|
|||
single_000004
|
I've been trying to reach someone about my order for hours, and my order number is #ORD1234.
|
turn-ending
|
0.6
|
information_provision
| -1 |
customer
|
processing
|
digit
|
expanded
|
neutral
|
setup_phrase
|
none
|
minimal
|
Customer calling about order issue
|
inbound
|
angry
|
low
|
new
|
high
|
|||
single_000005
|
My package was supposed to arrive yesterday, but the tracking says it's still in transit, and I paid for express shipping.
|
turn-ending
|
0.5
|
information_provision
| -1 |
customer
|
processing
|
none
|
expanded
|
neutral
|
and
|
none
|
minimal
|
Customer calling about shipping issue
|
outbound
|
disappointed
|
medium
|
in progress
|
medium
|
|||
single_000006
|
I'm trying to— uh, how do I put this...
|
turn-holding
|
0.8
|
false_start
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
thought_restart
|
minimal
|
customer is having trouble explaining their issue
|
technical support
|
frustrated
|
low
|
new
|
medium
|
|||
single_000007
|
The issue I'm experiencing is— let me start again...
|
turn-holding
|
0.9
|
false_start
| -1 |
customer
|
processing
|
none
|
formal
|
neutral
|
none
|
thought_restart
|
minimal
|
customer is trying to describe a complex problem
|
customer service
|
neutral
|
medium
|
in_progress
|
low
|
|||
single_000008
|
I need to— actually, can you bear with me for a sec...
|
turn-holding
|
0.7
|
false_start
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
thought_restart
|
actually
|
customer is gathering their thoughts
|
sales
|
excited
|
high
|
new
|
high
|
|||
single_000009
|
My account is— hang on, let me check something real quick...
|
turn-holding
|
0.6
|
false_start
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
thought_restart
|
hang on
|
customer is verifying information
|
account
|
anxious
|
low
|
in_progress
|
medium
|
|||
single_000010
|
The problem is— you know what, let me try to explain it a different way...
|
turn-holding
|
0.8
|
false_start
| -1 |
customer
|
processing
|
none
|
formal
|
neutral
|
setup_phrase
|
thought_restart
|
minimal
|
customer is struggling to articulate their issue
|
technical support
|
frustrated
|
medium
|
new
|
high
|
|||
single_000011
|
I'd like to upgrade my current plan to the business package.
|
turn-ending
|
high
|
decision_statement
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
Customer wants to upgrade their plan.
|
sales
|
neutral
|
low
|
new
|
low
|
|||
single_000012
|
I want to cancel my subscription immediately due to the high costs.
|
turn-ending
|
high
|
decision_statement
| -1 |
customer
|
none
|
none
|
none
|
neutral
|
none
|
none
|
none
|
Customer wants to cancel their subscription.
|
account
|
frustrated
|
low
|
new
|
high
|
|||
single_000013
|
I'll take the premium plan with the extra features.
|
turn-ending
|
high
|
decision_statement
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
none
|
minimal
|
Customer wants to purchase a premium plan.
|
sales
|
neutral
|
medium
|
new
|
low
|
|||
single_000014
|
I've decided to pay the full amount today to avoid any late fees.
|
turn-ending
|
high
|
decision_statement
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
Customer wants to pay their bill in full.
|
payment
|
responsible
|
low
|
new
|
medium
|
|||
single_000015
|
I'm going to go with the basic plan, it's all I need for now.
|
turn-ending
|
high
|
decision_statement
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
none
|
Customer wants to purchase a basic plan.
|
sales
|
neutral
|
low
|
new
|
low
|
|||
single_000016
|
I've tried restarting my router and the issue still persists.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
none
|
minimal
|
Technical support call for internet connectivity issues
|
technical support
|
frustrated
|
medium
|
ongoing
|
medium
|
|||
single_000017
|
Yes, I can see that my account has been updated correctly now.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
none
|
Account update confirmation
|
account
|
satisfied
|
low
|
resolved
|
low
|
|||
single_000018
|
The error message I'm getting says 'invalid login credentials'.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
none
|
minimal
|
Login issue troubleshooting
|
technical support
|
confused
|
medium
|
ongoing
|
high
|
|||
single_000019
|
I have returned the defective product and would like a refund.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
Return and refund request
|
customer service
|
assertive
|
low
|
resolved
|
medium
|
|||
single_000020
|
The download is complete and I'm able to access the file now.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
none
|
File download confirmation
|
technical support
|
relieved
|
medium
|
resolved
|
low
|
|||
single_000021
|
I've entered all the information.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
none
|
minimal
|
Customer is having trouble with online application
|
technical support
|
frustrated
|
low
|
in_progress
|
medium
|
|||
single_000022
|
Yes, I clicked the submit button.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
Customer is experiencing issues with website submission
|
technical support
|
confused
|
medium
|
in_progress
|
low
|
|||
single_000023
|
The download finished successfully.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
none
|
none
|
formal
|
neutral
|
none
|
none
|
none
|
Customer is having trouble with software download
|
technical support
|
relieved
|
high
|
resolved
|
low
|
|||
single_000024
|
I've tried restarting my computer and the problem still exists.
|
turn-ending
|
medium
|
completion_signal
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
none
|
minimal
|
Customer is experiencing technical issues with computer
|
technical support
|
frustrated
|
medium
|
in_progress
|
medium
|
|||
single_000025
|
I have filled out the form as requested and I'm ready to proceed.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
none
|
none
|
formal
|
neutral
|
none
|
none
|
none
|
Customer is applying for a service
|
customer service
|
neutral
|
low
|
in_progress
|
low
|
|||
single_000026
|
I've been trying to set up my new modem for hours and it just won't connect.
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
none
|
standard
|
neutral
|
none
|
none
|
none
|
Technical issue with internet setup
|
technical support
|
frustrated
|
low
|
new
|
medium
|
|||
single_000027
|
My account has been locked out and I need help resetting my password.
|
turn-ending
|
medium
|
problem_statement
| -1 |
customer
|
none
|
none
|
formal
|
neutral
|
none
|
none
|
none
|
Account access issue
|
account
|
neutral
|
medium
|
existing
|
low
|
|||
single_000028
|
I'm getting a weird error message when I try to pay my bill online.
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
none
|
minimal
|
Billing issue
|
billing
|
confused
|
low
|
new
|
high
|
|||
single_000029
|
The Wi-Fi in my apartment has been dropping constantly and I need someone to send a technician to fix it.
|
turn-ending
|
medium
|
problem_statement
| -1 |
customer
|
none
|
none
|
formal
|
neutral
|
setup_phrase
|
none
|
none
|
Internet connectivity issue
|
technical support
|
angry
|
medium
|
existing
|
high
|
|||
single_000030
|
I just got a notification that my payment is overdue, but I could've sworn I paid it last week.
|
turn-ending
|
low
|
problem_statement
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
none
|
minimal
|
Billing discrepancy
|
billing
|
concerned
|
low
|
new
|
medium
|
|||
single_000031
|
I would like to return this defective product and get a full refund, please.
|
turn-ending
|
high
|
request_action
| -1 |
customer
|
none
|
none
|
expanded
|
formal
|
none
|
none
|
none
|
customer service call about a defective product
|
return
|
neutral
|
low
|
new
|
low
|
|||
single_000032
|
Can you just send me a new password reset link?
|
turn-ending
|
medium
|
request_action
| -1 |
customer
|
none
|
none
|
contracted
|
neutral
|
none
|
none
|
none
|
technical support call about a password reset
|
technical support
|
slightly frustrated
|
medium
|
in progress
|
medium
|
|||
single_000033
|
Please remove the late fee from my account, as I have already paid the outstanding balance.
|
turn-ending
|
high
|
request_action
| -1 |
customer
|
none
|
none
|
expanded
|
formal
|
none
|
none
|
none
|
billing inquiry call about a late fee
|
account
|
calm
|
low
|
new
|
low
|
|||
single_000034
|
I need you to cancel my order immediately, as I no longer want the product.
|
turn-ending
|
high
|
request_action
| -1 |
customer
|
processing
|
none
|
expanded
|
neutral
|
none
|
none
|
minimal
|
customer service call about canceling an order
|
account
|
firm
|
low
|
new
|
high
|
|||
single_000035
|
Could you please assist me in tracking my package, as it has not arrived yet?
|
turn-ending
|
medium
|
request_action
| -1 |
customer
|
none
|
none
|
expanded
|
formal
|
none
|
none
|
none
|
logistics call about a missing package
|
logistics
|
concerned
|
medium
|
in progress
|
medium
|
|||
single_000036
|
My order number is 12345 and I haven't received it yet.
|
turn-ending
|
0.9
|
information_provision
| -1 |
customer
|
processing
|
digit
|
expanded
|
neutral
|
none
|
none
|
minimal
|
Customer inquiring about a missing order
|
customer service
|
neutral
|
low
|
open
|
low
|
|||
single_000037
|
I paid the bill on the 10th of this month, and the payment was made online.
|
turn-ending
|
0.8
|
information_provision
| -1 |
customer
|
none
|
digit
|
expanded
|
neutral
|
none
|
none
|
none
|
Customer providing payment information
|
billing
|
neutral
|
low
|
open
|
medium
|
|||
single_000038
|
The error message I'm getting says 'connection timed out' and it's been happening all day.
|
turn-ending
|
0.7
|
information_provision
| -1 |
customer
|
processing
|
none
|
expanded
|
neutral
|
none
|
none
|
minimal
|
Customer describing a technical issue
|
technical support
|
frustrated
|
medium
|
open
|
high
|
|||
single_000039
|
I've been trying to log in to my account for the past hour, but it's not working.
|
turn-ending
|
0.6
|
information_provision
| -1 |
customer
|
none
|
none
|
expanded
|
neutral
|
none
|
none
|
none
|
Customer reporting a login issue
|
account
|
frustrated
|
low
|
open
|
medium
|
|||
single_000040
|
My account was charged twice for the same transaction, and I'd like to request a refund.
|
turn-ending
|
0.5
|
information_provision
| -1 |
customer
|
none
|
none
|
expanded
|
neutral
|
none
|
none
|
none
|
Customer requesting a refund for a duplicate charge
|
billing
|
neutral
|
low
|
open
|
low
|
|||
single_000041
|
So, I was trying to order online and, uh, something weird happened with my account...
|
turn-holding
|
high
|
story_development
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
uh
|
minimal
|
customer having trouble with online order
|
account
|
frustrated
|
low
|
new
|
medium
|
|||
single_000042
|
Let me walk you through exactly what I did, from the beginning, and then you can tell me where I went wrong...
|
turn-holding
|
medium
|
story_development
| -1 |
customer
|
processing
|
none
|
formal
|
neutral
|
let me
|
none
|
minimal
|
customer seeking help with product installation
|
product support
|
confused
|
medium
|
in_progress
|
low
|
|||
single_000043
|
It all started when I received this email from your company, and, honestly, I'm not really sure what it's about, but...
|
turn-holding
|
high
|
story_development
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
it all started
|
none
|
honestly
|
customer inquiring about suspicious email
|
customer service
|
skeptical
|
low
|
new
|
high
|
|||
single_000044
|
So, what I'm trying to say is, I was on your website, and I saw this promotion, but when I tried to apply the code, it didn't work, and...
|
turn-holding
|
medium
|
story_development
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
and
|
customer having trouble with promo code
|
sales support
|
disappointed
|
medium
|
in_progress
|
medium
|
|||
single_000045
|
Okay, so bear with me here, because this is kind of complicated, but I'll try to explain it as best I can, and then you can...
|
turn-holding
|
low
|
story_development
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
minimal
|
customer trying to describe complex issue
|
technical support
|
overwhelmed
|
high
|
new
|
high
|
|||
single_000046
|
So, basically, what I'm getting at is...
|
turn-holding
|
0.8
|
elaboration_setup
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
none
|
customer is trying to explain their issue with a product
|
technical support
|
frustrated
|
low
|
new
|
medium
|
|||
single_000047
|
Let me try to put it this way, I've been having some trouble...
|
turn-holding
|
0.9
|
elaboration_setup
| -1 |
customer
|
none
|
none
|
formal
|
neutral
|
setup_phrase
|
none
|
none
|
customer is explaining a complex issue with their account
|
billing support
|
confused
|
medium
|
in progress
|
low
|
|||
single_000048
|
What I'm trying to say is, I don't think I've received the right...
|
turn-holding
|
0.7
|
elaboration_setup
| -1 |
customer
|
none
|
none
|
standard
|
neutral
|
what I'm trying to say
|
none
|
none
|
customer is reporting a missing package
|
order support
|
angry
|
low
|
new
|
high
|
|||
single_000049
|
The thing I need help with is, I'm not sure how to...
|
turn-holding
|
0.6
|
elaboration_setup
| -1 |
customer
|
none
|
none
|
formal
|
neutral
|
the thing
|
none
|
none
|
customer is asking for help with a product feature
|
technical support
|
confused
|
medium
|
in progress
|
low
|
|||
single_000050
|
Okay, so, what I mean to say is, I've been experiencing some issues...
|
turn-holding
|
0.8
|
elaboration_setup
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
minimal
|
customer is describing a recurring problem with a service
|
technical support
|
frustrated
|
low
|
new
|
medium
|
|||
single_000051
|
I want to—
|
turn-holding
|
0.8
|
false_start
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
thought_restart
|
pause
|
customer is trying to report an issue with their account
|
technical support
|
frustrated
|
low
|
new
|
high
|
|||
single_000052
|
My order number is— let me check my email real quick...
|
turn-holding
|
0.9
|
false_start
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
let me
|
thought_restart
|
minimal
|
customer is trying to track their order
|
customer service
|
neutral
|
medium
|
in_progress
|
low
|
|||
single_000053
|
The problem I'm having is— you know what, I think I need to start over...
|
turn-holding
|
0.7
|
false_start
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
thought_restart
|
minimal
|
customer is trying to explain a technical issue
|
technical support
|
confused
|
high
|
new
|
medium
|
|||
single_000054
|
I'd like to— actually, can you tell me more about your return policy first?
|
turn-holding
|
0.85
|
false_start
| -1 |
customer
|
none
|
none
|
formal
|
neutral
|
actually
|
thought_restart
|
none
|
customer is trying to initiate a return
|
customer service
|
neutral
|
low
|
new
|
low
|
|||
single_000055
|
The error message says— hang on, let me read it to you...
|
turn-holding
|
0.95
|
false_start
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
hang on
|
thought_restart
|
minimal
|
customer is trying to troubleshoot an issue
|
technical support
|
frustrated
|
medium
|
in_progress
|
high
|
|||
single_000056
|
So, I was trying to make a payment online and, uh, it didn't go through...
|
turn-holding
|
0.8
|
story_development
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
minimal
|
customer having trouble with online payment
|
billing
|
frustrated
|
low
|
new
|
medium
|
|||
single_000057
|
Let me walk you through what's been happening, I think it started last week when...
|
turn-holding
|
0.9
|
story_development
| -1 |
customer
|
none
|
none
|
formal
|
neutral
|
let me
|
none
|
none
|
customer describing recurring issue
|
troubleshooting
|
calm
|
medium
|
in_progress
|
low
|
|||
single_000058
|
Okay, so basically, I was on the phone with your team yesterday and, um, they told me...
|
turn-holding
|
0.7
|
story_development
| -1 |
customer
|
processing
|
none
|
informal
|
informal
|
setup_phrase
|
none
|
minimal
|
customer following up on previous issue
|
follow-up
|
confused
|
low
|
pending
|
high
|
|||
single_000059
|
It all started when I received this weird email from your company, and, ah, I'm not really sure what it means...
|
turn-holding
|
0.6
|
story_development
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
it all started
|
none
|
ah
|
customer inquiring about suspicious email
|
security
|
concerned
|
low
|
new
|
medium
|
|||
single_000060
|
I'm trying to understand what's going on with my account, and, you see, I've been noticing these strange charges...
|
turn-holding
|
0.8
|
story_development
| -1 |
customer
|
processing
|
none
|
formal
|
neutral
|
you see
|
none
|
minimal
|
customer reporting suspicious account activity
|
billing
|
alarmed
|
medium
|
in_progress
|
high
|
|||
single_000061
|
I've been trying to reset my password for hours and it's just not working.
|
turn-ending
|
0.9
|
problem_statement
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
customer is having trouble with password reset
|
technical support
|
frustrated
|
low
|
new
|
high
|
|||
single_000062
|
There's a problem with my order, it was supposed to arrive yesterday but it hasn't shown up yet.
|
turn-ending
|
0.8
|
problem_statement
| -1 |
customer
|
processing
|
standard
|
formal
|
neutral
|
null
|
none
|
minimal
|
customer is having issues with a delayed order
|
customer service
|
concerned
|
medium
|
in_progress
|
medium
|
|||
single_000063
|
My phone's screen is cracked and I don't know what to do.
|
turn-ending
|
0.7
|
problem_statement
| -1 |
customer
|
none
|
none
|
standard
|
neutral
|
setup_phrase
|
none
|
none
|
customer is seeking help with a damaged phone
|
technical support
|
helpless
|
low
|
new
|
high
|
|||
single_000064
|
I'm getting a weird error message when I try to make a payment online, can you help me figure out what's going on?
|
turn-ending
|
0.6
|
problem_statement
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
null
|
none
|
minimal
|
customer is experiencing issues with online payment
|
billing
|
confused
|
medium
|
new
|
medium
|
|||
single_000065
|
I've been charged an extra fee on my account and I have no idea why.
|
turn-ending
|
0.5
|
problem_statement
| -1 |
customer
|
none
|
none
|
formal
|
neutral
|
none
|
none
|
none
|
customer is disputing an unexpected charge
|
billing
|
angry
|
low
|
new
|
high
|
|||
single_000066
|
I've tried restarting my router, and the issue persists.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
none
|
minimal
|
Technical support call for internet connection issues.
|
technical support
|
frustrated
|
medium
|
ongoing
|
medium
|
|||
single_000067
|
Yes, I've checked my account balance, and it's still showing the incorrect amount.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
Customer service call for account balance discrepancy.
|
account
|
concerned
|
low
|
new
|
low
|
|||
single_000068
|
The payment has been processed, but I haven't received a confirmation email yet.
|
turn-ending
|
medium
|
completion_signal
| -1 |
customer
|
none
|
none
|
formal
|
neutral
|
none
|
none
|
none
|
Payment processing issue.
|
billing
|
neutral
|
high
|
in progress
|
high
|
|||
single_000069
|
I've followed the instructions, and the installation is complete.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
Software installation support call.
|
technical support
|
relieved
|
medium
|
resolved
|
low
|
|||
single_000070
|
The transfer is finished, and I've verified the new account information.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
processing
|
none
|
formal
|
neutral
|
none
|
none
|
minimal
|
Account transfer process.
|
account
|
satisfied
|
high
|
resolved
|
medium
|
|||
single_000072
|
Yes, I did receive the confirmation email and the order number is correct.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
none
|
minimal
|
Order confirmation
|
inquiry
|
neutral
|
low
|
resolved
|
low
|
|||
single_000073
|
The payment has been processed successfully and I have the transaction ID right here.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
none
|
minimal
|
Payment processing
|
billing
|
relieved
|
medium
|
resolved
|
high
|
|||
single_000074
|
I have checked the account balance and it is still showing the incorrect amount.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
Account balance discrepancy
|
account
|
angry
|
medium
|
ongoing
|
high
|
|||
single_000075
|
The refund has been credited back to my original payment method as promised.
|
turn-ending
|
high
|
completion_signal
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
Refund confirmation
|
billing
|
satisfied
|
low
|
resolved
|
low
|
|||
single_000076
|
Can you tell me what's going on with my order?
|
turn-ending
|
0.9
|
direct_question
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
none
|
minimal
|
customer inquiring about order status
|
customer service
|
neutral
|
low
|
open
|
low
|
|||
single_000077
|
How do I go about returning this defective product?
|
turn-ending
|
0.8
|
direct_question
| -1 |
customer
|
none
|
none
|
formal
|
neutral
|
none
|
none
|
none
|
customer requesting return information
|
technical support
|
slightly frustrated
|
medium
|
in progress
|
medium
|
|||
single_000078
|
What's the deal with the extra charges on my bill?
|
turn-ending
|
0.7
|
direct_question
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
customer disputing charges
|
billing
|
angry
|
low
|
open
|
high
|
|||
single_000079
|
Can you please explain the difference between the premium and basic plans?
|
turn-ending
|
0.6
|
direct_question
| -1 |
customer
|
processing
|
none
|
formal
|
formal
|
none
|
none
|
minimal
|
customer comparing plans
|
sales
|
curious
|
medium
|
none
|
low
|
|||
single_000080
|
How long will it take to process my refund?
|
turn-ending
|
0.5
|
direct_question
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
customer inquiring about refund status
|
customer service
|
neutral
|
low
|
in progress
|
medium
|
|||
single_000081
|
Okay, bear with me for a moment while I check on that...
|
turn-holding
|
high
|
processing_marker
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
transition
|
none
|
pause
|
Customer inquiring about order status
|
inbound
|
neutral
|
low
|
open
|
low
|
|||
single_000082
|
Let me just verify some information real quick...
|
turn-holding
|
medium
|
processing_marker
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
minimal
|
Customer asking about return policy
|
outbound
|
slightly_frustrated
|
medium
|
in_progress
|
medium
|
|||
single_000083
|
I'm going to go ahead and look into that for you, can you please hold for just a sec...
|
turn-holding
|
high
|
processing_marker
| -1 |
customer
|
none
|
none
|
informal
|
formal
|
transition
|
none
|
pause
|
Customer reporting a technical issue
|
inbound
|
frustrated
|
high
|
new
|
high
|
|||
single_000084
|
Give me one moment to review your account information...
|
turn-holding
|
medium
|
processing_marker
| -1 |
customer
|
none
|
none
|
formal
|
neutral
|
transition
|
none
|
pause
|
Customer inquiring about billing
|
account
|
neutral
|
low
|
open
|
low
|
|||
single_000085
|
Just a second, let me check on the status of your order...
|
turn-holding
|
high
|
processing_marker
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
transition
|
none
|
minimal
|
Customer tracking a package
|
outbound
|
anxious
|
medium
|
in_progress
|
medium
|
|||
single_000086
|
My order number is 123456789 and I paid using my credit card.
|
turn-ending
|
0.8
|
information_provision
| -1 |
customer
|
processing
|
account_id
|
expanded
|
neutral
|
none
|
none
|
minimal
|
Customer is calling to inquire about their order status.
|
inquiry
|
neutral
|
low
|
open
|
low
|
|||
single_000087
|
I made the payment yesterday at 3 PM through online banking.
|
turn-ending
|
0.9
|
information_provision
| -1 |
customer
|
processing
|
digit
|
expanded
|
neutral
|
none
|
none
|
minimal
|
Customer is calling to confirm their payment.
|
billing
|
neutral
|
medium
|
pending
|
medium
|
|||
single_000088
|
The error message says connection timeout and I've tried restarting my router.
|
turn-ending
|
0.7
|
information_provision
| -1 |
customer
|
processing
|
none
|
expanded
|
neutral
|
none
|
none
|
minimal
|
Customer is calling to report a technical issue.
|
troubleshooting
|
frustrated
|
high
|
open
|
high
|
|||
single_000089
|
My account balance is showing as negative fifty dollars and I don't understand why.
|
turn-ending
|
0.6
|
information_provision
| -1 |
customer
|
processing
|
numeric
|
standard
|
neutral
|
none
|
none
|
minimal
|
Customer is calling to dispute their account balance.
|
account
|
concerned
|
low
|
open
|
medium
|
|||
single_000090
|
I've been trying to log in for the past hour but I keep getting an error message saying my password is incorrect.
|
turn-ending
|
0.8
|
information_provision
| -1 |
customer
|
processing
|
none
|
expanded
|
neutral
|
none
|
none
|
minimal
|
Customer is calling to report a login issue.
|
troubleshooting
|
frustrated
|
medium
|
open
|
high
|
|||
single_000091
|
So, I was trying to access my account online and, uh, something weird happened...
|
turn-holding
|
0.8
|
story_development
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
uh
|
minimal
|
customer having trouble with online account access
|
account
|
frustrated
|
low
|
new
|
medium
|
|||
single_000092
|
Let me walk you through this from the beginning, I got this error message that said...
|
turn-holding
|
0.9
|
story_development
| -1 |
customer
|
processing
|
none
|
formal
|
neutral
|
let me
|
none
|
minimal
|
customer experiencing error messages
|
technical support
|
neutral
|
medium
|
in progress
|
low
|
|||
single_000093
|
Okay, so it all started when I received this email from your company, and, um, I wasn't sure what to do...
|
turn-holding
|
0.7
|
story_development
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
um
|
minimal
|
customer unsure about email from company
|
customer service
|
confused
|
low
|
new
|
high
|
|||
single_000094
|
I'm not really sure where to start, but basically, I was trying to make a payment and...
|
turn-holding
|
0.6
|
story_development
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
basically
|
none
|
minimal
|
customer having trouble with payment
|
billing
|
frustrated
|
low
|
new
|
high
|
|||
single_000095
|
It's kind of a long story, but I'll try to keep it short, I was on your website and I saw this thing that said...
|
turn-holding
|
0.8
|
story_development
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
it's kind of
|
none
|
none
|
customer found something on company website
|
customer service
|
curious
|
medium
|
new
|
low
|
|||
single_000096
|
I'd like to proceed with the cancellation of my current plan.
|
turn-ending
|
0.8
|
decision_statement
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
customer service call to cancel a plan
|
account
|
neutral
|
low
|
new
|
low
|
|||
single_000097
|
Go ahead and charge the full amount to my card.
|
turn-ending
|
0.9
|
decision_statement
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
payment processing for a service
|
billing
|
positive
|
medium
|
in_progress
|
medium
|
|||
single_000098
|
I will take the upgrade option for an additional $10 per month.
|
turn-ending
|
0.7
|
decision_statement
| -1 |
customer
|
processing
|
digit
|
formal
|
neutral
|
none
|
none
|
minimal
|
upgrade discussion for a subscription service
|
upgrade
|
interested
|
high
|
new
|
low
|
|||
single_000099
|
Yes, I'm sure I want to change my password to the one I just gave you.
|
turn-ending
|
0.6
|
decision_statement
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
confirming
|
none
|
none
|
password reset process
|
technical_support
|
slightly_frustrated
|
medium
|
in_progress
|
high
|
|||
single_000100
|
I've decided to go with the basic package, it's all I need.
|
turn-ending
|
0.8
|
decision_statement
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
new service subscription discussion
|
sales
|
positive
|
low
|
new
|
low
|
|||
single_000101
|
So I was trying to pay my bill online and, uh, something weird happened...
|
turn-holding
|
0.8
|
story_development
| -1 |
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
minimal
|
customer having trouble with online payment
|
billing
|
frustrated
|
low
|
new
|
medium
|
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