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_000211
|
I've been trying to pay my bill online, but the system isn't accepting my payment.
|
turn-ending
|
0.9
|
problem_statement
| -1
|
customer
|
none
|
none
|
expanded
|
neutral
|
none
|
none
|
none
|
customer is having trouble with online payment
|
billing
|
frustrated
|
medium
|
new
|
medium
|
|||
single_000212
|
My internet connection is really slow, can you help me with that?
|
turn-ending
|
0.8
|
problem_statement
| -1
|
customer
|
processing
|
none
|
contracted
|
neutral
|
can you
|
none
|
minimal
|
customer is experiencing slow internet
|
technical
|
neutral
|
low
|
new
|
low
|
|||
single_000213
|
I'm getting an error message when I try to access my account, it says my password is incorrect.
|
turn-ending
|
0.95
|
problem_statement
| -1
|
customer
|
processing
|
none
|
expanded
|
neutral
|
none
|
none
|
minimal
|
customer is having trouble logging in
|
account
|
confused
|
high
|
new
|
high
|
|||
single_000214
|
There's a problem with my order, I didn't receive the correct items.
|
turn-ending
|
0.85
|
problem_statement
| -1
|
customer
|
processing
|
none
|
contracted
|
neutral
|
none
|
none
|
minimal
|
customer has a issue with their order
|
customer service
|
angry
|
low
|
new
|
high
|
|||
single_000215
|
I've been on hold for 20 minutes and I still haven't spoken to a representative, can someone please assist me?
|
turn-ending
|
0.9
|
problem_statement
| -1
|
customer
|
none
|
digit
|
contracted
|
formal
|
setup_phrase
|
none
|
none
|
customer is frustrated with wait time
|
customer service
|
angry
|
medium
|
new
|
high
|
|||
single_000216
|
I'm trying to— um, 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_000217
|
The thing is— you see, I've been having this problem...
|
turn-holding
|
0.9
|
false_start
| -1
|
customer
|
none
|
none
|
formal
|
neutral
|
you see
|
thought_restart
|
none
|
customer is describing a complex issue
|
customer service
|
neutral
|
medium
|
in progress
|
low
|
|||
single_000218
|
I was going to— wait, let me check my account real quick...
|
turn-holding
|
0.7
|
false_start
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
none
|
thought_restart
|
wait
|
customer needs to verify their account information
|
account
|
impatient
|
low
|
new
|
high
|
|||
single_000219
|
It's like— you know when you're trying to...
|
turn-holding
|
0.6
|
false_start
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
word_level
|
none
|
customer is trying to explain a technical issue
|
technical support
|
confused
|
medium
|
in progress
|
medium
|
|||
single_000220
|
I need to— actually, can you hold on for just a second...
|
turn-holding
|
0.5
|
false_start
| -1
|
customer
|
none
|
none
|
formal
|
neutral
|
none
|
thought_restart
|
actually
|
customer needs to attend to something before continuing the call
|
customer service
|
apologetic
|
low
|
new
|
low
|
|||
single_000221
|
Um, can you just give me a minute to look at my account real quick...
|
turn-holding
|
0.8
|
hesitation
| -1
|
customer
|
processing
|
none
|
informal
|
neutral
|
transition
|
none
|
minimal
|
Customer is trying to locate their account information
|
account
|
neutral
|
low
|
open
|
low
|
|||
single_000222
|
Well, I'm not really sure if I should be calling about this, but...
|
turn-holding
|
0.9
|
hesitation
| -1
|
customer
|
none
|
none
|
formal
|
neutral
|
setup_phrase
|
none
|
well
|
Customer is unsure about the relevance of their issue
|
customer service
|
anxious
|
medium
|
new
|
medium
|
|||
single_000223
|
Hmm, let me see if I can find the order number for you...
|
turn-holding
|
0.7
|
hesitation
| -1
|
customer
|
processing
|
none
|
informal
|
neutral
|
collaborative
|
none
|
minimal
|
Customer is trying to locate their order information
|
order support
|
patient
|
high
|
in_progress
|
high
|
|||
single_000224
|
Okay, so I think what I'm trying to say is, if I...
|
turn-holding
|
0.6
|
hesitation
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
okay
|
Customer is trying to explain their issue
|
technical support
|
frustrated
|
medium
|
open
|
medium
|
|||
single_000225
|
I'm not sure if this is the right department, but can you just bear with me for a second...
|
turn-holding
|
0.5
|
hesitation
| -1
|
customer
|
none
|
none
|
formal
|
neutral
|
apologetic
|
none
|
I'm not sure
|
Customer is unsure about the department they are calling
|
customer service
|
confused
|
low
|
new
|
low
|
|||
single_000227
|
My order still hasn't arrived after two weeks, and I'm getting worried.
|
turn-ending
|
high
|
problem_statement
| -1
|
customer
|
processing
|
written
|
formal
|
neutral
|
transition
|
none
|
minimal
|
customer calling about missing order
|
customer service
|
concerned
|
low
|
ongoing
|
high
|
|||
single_000228
|
I've been trying to reset my password for hours, but it's not working.
|
turn-ending
|
medium
|
problem_statement
| -1
|
customer
|
anaphora
|
none
|
informal
|
neutral
|
none
|
none
|
um
|
customer calling about password issues
|
technical support
|
frustrated
|
high
|
new
|
high
|
|||
single_000229
|
There's a problem with my internet connection, and I need it fixed ASAP.
|
turn-ending
|
high
|
problem_statement
| -1
|
customer
|
processing
|
none
|
informal
|
neutral
|
imperative
|
none
|
minimal
|
customer calling about internet issues
|
technical
|
urgent
|
medium
|
new
|
high
|
|||
single_000230
|
I received a bill with an incorrect charge, and I'd like to have it corrected.
|
turn-ending
|
high
|
problem_statement
| -1
|
customer
|
none
|
written
|
formal
|
neutral
|
polite
|
none
|
none
|
customer calling about billing issues
|
billing
|
calm
|
low
|
ongoing
|
medium
|
|||
single_000231
|
I would like to return this defective product, can you please guide me through the process?
|
turn-ending
|
high
|
request_action
| -1
|
customer
|
none
|
none
|
expanded
|
formal
|
none
|
none
|
none
|
customer is calling to return a defective product
|
return
|
neutral
|
low
|
new
|
low
|
|||
single_000232
|
Send me a new password reset link, I forgot my current one.
|
turn-ending
|
medium
|
request_action
| -1
|
customer
|
none
|
none
|
contraction
|
neutral
|
none
|
none
|
none
|
customer is having trouble logging in
|
technical support
|
frustrated
|
medium
|
ongoing
|
medium
|
|||
single_000233
|
Can you please remove the late fee from my account, I paid the bill on time?
|
turn-ending
|
high
|
request_action
| -1
|
customer
|
none
|
none
|
expanded
|
formal
|
none
|
none
|
none
|
customer is disputing a late fee
|
billing
|
angry
|
low
|
new
|
high
|
|||
single_000234
|
I need to upgrade my current plan, can you tell me what options are available?
|
turn-ending
|
medium
|
request_action
| -1
|
customer
|
none
|
none
|
contraction
|
neutral
|
none
|
none
|
none
|
customer is looking to upgrade their plan
|
sales
|
neutral
|
medium
|
new
|
low
|
|||
single_000235
|
Please cancel my subscription effective immediately, I'm not using the service anymore.
|
turn-ending
|
high
|
request_action
| -1
|
customer
|
processing
|
none
|
expanded
|
formal
|
none
|
none
|
minimal
|
customer is calling to cancel their subscription
|
account
|
neutral
|
low
|
new
|
high
|
|||
single_000237
|
The thing I need help with is, uh, kind of complicated...
|
turn-holding
|
medium
|
elaboration_setup
| -1
|
customer
|
processing
|
none
|
informal
|
neutral
|
preface
|
none
|
minimal
|
customer is asking for assistance with a complex issue
|
customer service
|
confused
|
medium
|
in progress
|
low
|
|||
single_000239
|
What I'm saying is, I've tried everything and nothing works...
|
turn-holding
|
medium
|
elaboration_setup
| -1
|
customer
|
processing
|
none
|
informal
|
neutral
|
contrast
|
none
|
minimal
|
customer is expressing frustration with a product
|
customer service
|
angry
|
low
|
in progress
|
medium
|
|||
single_000240
|
If I could just, you know, elaborate on that for a second...
|
turn-holding
|
low
|
elaboration_setup
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
filler
|
customer is asking to provide more information
|
technical support
|
curious
|
medium
|
new
|
low
|
|||
single_000241
|
What's the status of my recent 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_000242
|
Can you please let me know when I'll receive my refund?
|
turn-ending
|
0.8
|
direct_question
| -1
|
customer
|
none
|
none
|
formal
|
formal
|
setup_phrase
|
none
|
none
|
customer inquiring about refund timeline
|
customer service
|
slightly frustrated
|
medium
|
in progress
|
medium
|
|||
single_000243
|
How do I go about changing my address on file?
|
turn-ending
|
0.7
|
direct_question
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
customer requesting address change
|
customer service
|
neutral
|
low
|
open
|
low
|
|||
single_000244
|
What are the hours of operation for your technical support team?
|
turn-ending
|
0.6
|
direct_question
| -1
|
customer
|
processing
|
none
|
formal
|
neutral
|
none
|
none
|
minimal
|
customer inquiring about technical support hours
|
technical
|
neutral
|
medium
|
open
|
low
|
|||
single_000245
|
Can you tell me why my payment was declined?
|
turn-ending
|
0.5
|
direct_question
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
customer inquiring about declined payment
|
billing
|
slightly frustrated
|
low
|
open
|
medium
|
|||
single_000246
|
I've been trying to pay my bill online, but the website isn't accepting my payment.
|
turn-ending
|
0.8
|
problem_statement
| -1
|
customer
|
none
|
none
|
expanded
|
neutral
|
none
|
none
|
none
|
customer having trouble with online payment
|
billing
|
frustrated
|
intermediate
|
new
|
medium
|
|||
single_000248
|
I'm getting a error message when I try to log in to my account, it says my password is incorrect.
|
turn-ending
|
0.7
|
problem_statement
| -1
|
customer
|
processing
|
none
|
expanded
|
neutral
|
none
|
none
|
minimal
|
customer having trouble with account login
|
account
|
confused
|
intermediate
|
ongoing
|
low
|
|||
single_000249
|
There's something wrong with my internet connection, it's really slow.
|
turn-ending
|
0.6
|
problem_statement
| -1
|
customer
|
processing
|
none
|
contracted
|
neutral
|
setup_phrase
|
none
|
minimal
|
customer experiencing slow internet speeds
|
technical
|
annoyed
|
basic
|
new
|
medium
|
|||
single_000250
|
I just got a bill for a service I didn't order, can you help me figure out what's going on?
|
turn-ending
|
0.8
|
problem_statement
| -1
|
customer
|
processing
|
none
|
expanded
|
neutral
|
none
|
none
|
minimal
|
customer received incorrect bill
|
billing
|
upset
|
intermediate
|
new
|
high
|
|||
single_000251
|
I think my order number is 1234— no, let me check again...
|
turn-holding
|
0.8
|
self_correction
| -1
|
customer
|
processing
|
digit
|
expanded
|
neutral
|
filler
|
thought_restart
|
minimal
|
Customer inquiring about order status
|
inbound
|
neutral
|
low
|
open
|
low
|
|||
single_000252
|
The problem I'm experiencing is with the— uh— you know, the thingamajig...
|
turn-holding
|
0.7
|
self_correction
| -1
|
customer
|
processing
|
none
|
expanded
|
neutral
|
setup_phrase
|
thought_restart
|
minimal
|
Customer reporting technical issue
|
inbound
|
frustrated
|
medium
|
open
|
medium
|
|||
single_000253
|
I'm trying to return the product because it's— well, actually, let me start that again...
|
turn-holding
|
0.9
|
self_correction
| -1
|
customer
|
none
|
none
|
contracted
|
neutral
|
setup_phrase
|
thought_restart
|
pause
|
Customer initiating return process
|
inbound
|
neutral
|
low
|
open
|
low
|
|||
single_000254
|
My account was charged on— hmm, I think it was the 10th... or was it the 15th?
|
turn-holding
|
0.6
|
self_correction
| -1
|
customer
|
none
|
digit
|
expanded
|
neutral
|
filler
|
thought_restart
|
minimal
|
Customer disputing charge on account
|
billing
|
concerned
|
medium
|
open
|
medium
|
|||
single_000255
|
The error message I'm getting says— bear with me for a second while I read it again...
|
turn-holding
|
0.8
|
self_correction
| -1
|
customer
|
processing
|
none
|
contracted
|
neutral
|
transition
|
thought_restart
|
minimal
|
Customer seeking technical support
|
inbound
|
frustrated
|
high
|
open
|
high
|
|||
single_000256
|
I'd like to return this defective product, can you please guide me through the process?
|
turn-ending
|
high
|
request_action
| -1
|
customer
|
none
|
none
|
informal
|
formal
|
none
|
none
|
none
|
Customer is calling to return a defective product
|
return
|
neutral
|
low
|
new
|
low
|
|||
single_000257
|
Please cancel my subscription immediately, I don't want to be charged again.
|
turn-ending
|
high
|
request_action
| -1
|
customer
|
none
|
none
|
standard
|
formal
|
none
|
none
|
none
|
Customer is calling to cancel their subscription
|
billing
|
frustrated
|
medium
|
existing
|
high
|
|||
single_000258
|
Can you send me a new password reset link, I forgot my password and I'm locked out of my account?
|
turn-ending
|
high
|
request_action
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
Customer is calling to reset their password
|
account
|
neutral
|
low
|
new
|
medium
|
|||
single_000259
|
I need to speak with a supervisor, I'm not satisfied with the solution you've provided.
|
turn-ending
|
high
|
request_action
| -1
|
customer
|
processing
|
none
|
formal
|
neutral
|
setup_phrase
|
none
|
minimal
|
Customer is calling to escalate their issue
|
complaint
|
angry
|
medium
|
existing
|
high
|
|||
single_000260
|
Remove this charge from my account, it's an error and I didn't authorize it.
|
turn-ending
|
high
|
request_action
| -1
|
customer
|
processing
|
none
|
informal
|
neutral
|
none
|
none
|
minimal
|
Customer is calling to dispute a charge
|
billing
|
concerned
|
low
|
new
|
medium
|
|||
single_000261
|
So, I was trying to pay my bill online, and, uh, it just wouldn't go through...
|
turn-holding
|
0.8
|
story_development
| -1
|
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
uh
|
minimal
|
customer having trouble with online payment
|
billing
|
frustrated
|
low
|
unresolved
|
medium
|
|||
single_000262
|
Let me walk you through what's been going on, okay, so I got this error message...
|
turn-holding
|
0.9
|
story_development
| -1
|
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
minimal
|
customer describing error message
|
technical support
|
confused
|
medium
|
unresolved
|
low
|
|||
single_000263
|
It all started when I received this email from your company, and, well, I'm not really sure what it means...
|
turn-holding
|
0.7
|
story_development
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
well
|
...
|
customer unsure about email from company
|
customer service
|
curious
|
low
|
unresolved
|
low
|
|||
single_000264
|
So, basically, what happened was, I was on your website, and I saw this promotion, but then I couldn't find it again...
|
turn-holding
|
0.8
|
story_development
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
...
|
customer having trouble finding promotion on website
|
sales
|
frustrated
|
medium
|
unresolved
|
medium
|
|||
single_000265
|
I'm not really sure where to start, but, um, I guess it began when I tried to reset my password, and, yeah, it just didn't work...
|
turn-holding
|
0.6
|
story_development
| -1
|
customer
|
processing
|
none
|
informal
|
informal
|
none
|
um
|
minimal
|
customer having trouble resetting password
|
technical support
|
frustrated
|
low
|
unresolved
|
high
|
|||
single_000266
|
What's my current account balance?
|
turn-ending
|
0.9
|
direct_question
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
Customer inquiring about account information
|
account
|
neutral
|
low
|
new
|
low
|
|||
single_000267
|
Can you please tell me when my package is going to arrive?
|
turn-ending
|
0.8
|
direct_question
| -1
|
customer
|
none
|
none
|
formal
|
formal
|
please
|
none
|
none
|
Customer tracking package delivery
|
inquiry
|
slightly_concerned
|
medium
|
in_progress
|
medium
|
|||
single_000268
|
How do I go about canceling my subscription?
|
turn-ending
|
0.7
|
direct_question
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
Customer requesting subscription cancellation
|
account
|
frustrated
|
low
|
new
|
high
|
|||
single_000269
|
I'd like to know what my options are for upgrading my current plan. Can you walk me through that?
|
turn-ending
|
0.6
|
direct_question
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
none
|
Customer inquiring about plan upgrade options
|
inquiry
|
interested
|
medium
|
new
|
low
|
|||
single_000270
|
What are the steps I need to take to report a lost or stolen card?
|
turn-ending
|
0.5
|
direct_question
| -1
|
customer
|
none
|
none
|
formal
|
neutral
|
none
|
none
|
none
|
Customer reporting lost or stolen card
|
request
|
concerned
|
low
|
new
|
high
|
|||
single_000271
|
I'd like to proceed with the upgrade, please.
|
turn-ending
|
high
|
decision_statement
| -1
|
customer
|
none
|
none
|
informal
|
formal
|
none
|
none
|
none
|
customer calling to upgrade their service plan
|
sales
|
neutral
|
low
|
new
|
low
|
|||
single_000273
|
I'll take the basic plan, that sounds good to me.
|
turn-ending
|
medium
|
decision_statement
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
none
|
customer calling to purchase a new service plan
|
sales
|
neutral
|
low
|
new
|
low
|
|||
single_000274
|
I've decided to go with the annual payment option.
|
turn-ending
|
high
|
decision_statement
| -1
|
customer
|
none
|
none
|
none
|
neutral
|
none
|
none
|
none
|
customer calling to discuss payment options
|
billing
|
neutral
|
medium
|
existing
|
medium
|
|||
single_000275
|
I'll pay the full amount today, can you assist me with that?
|
turn-ending
|
high
|
decision_statement
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
none
|
none
|
none
|
customer calling to make a payment
|
billing
|
neutral
|
low
|
new
|
low
|
|||
single_000276
|
Okay, let me just check on that real quick...
|
turn-holding
|
high
|
processing_marker
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
transition
|
none
|
pause
|
Customer inquiring about order status
|
customer_service
|
neutral
|
low
|
open
|
low
|
|||
single_000277
|
Bear with me for a moment while I look into this further...
|
turn-holding
|
medium
|
processing_marker
| -1
|
customer
|
processing
|
none
|
formal
|
neutral
|
apologetic
|
none
|
minimal
|
Customer reporting a technical issue
|
tech_support
|
frustrated
|
medium
|
in_progress
|
medium
|
|||
single_000278
|
I'm going to go ahead and check my account information... can you please hold for just a sec?
|
turn-holding
|
high
|
processing_marker
| -1
|
customer
|
none
|
none
|
informal
|
formal
|
request
|
none
|
pause
|
Customer asking about account balance
|
account
|
curious
|
low
|
open
|
low
|
|||
single_000279
|
Give me one moment to review the details of your case...
|
turn-holding
|
medium
|
processing_marker
| -1
|
customer
|
none
|
none
|
formal
|
neutral
|
transition
|
none
|
phrase
|
Customer inquiring about claim status
|
claims
|
anxious
|
medium
|
in_progress
|
high
|
|||
single_000280
|
Let me see what I can find out about that for you... this might take a minute...
|
turn-holding
|
low
|
processing_marker
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
apologetic
|
none
|
phrase
|
Customer asking about product availability
|
sales
|
neutral
|
low
|
open
|
low
|
|||
single_000282
|
The issue I'm experiencing is with the— uh, what's it called... the thingamajig...
|
turn-holding
|
0.7
|
self_correction
| -1
|
customer
|
processing
|
none
|
expanded
|
neutral
|
none
|
thought_restart
|
minimal
|
customer reporting technical issue
|
outbound
|
frustrated
|
medium
|
new
|
medium
|
|||
single_000283
|
I paid my bill on— I mean, I'm pretty sure it was the 15th...
|
turn-holding
|
0.9
|
self_correction
| -1
|
customer
|
none
|
digit
|
expanded
|
neutral
|
none
|
thought_restart
|
none
|
customer asking about payment status
|
billing
|
neutral
|
low
|
open
|
low
|
|||
single_000284
|
The error message says— hold on, let me read it to you... it says 'error 404'...
|
turn-holding
|
0.6
|
self_correction
| -1
|
customer
|
processing
|
digit
|
expanded
|
neutral
|
none
|
thought_restart
|
minimal
|
customer reporting error message
|
outbound
|
confused
|
high
|
new
|
high
|
|||
single_000285
|
My account was supposed to be— I mean, I thought it was supposed to be charged on the 1st...
|
turn-holding
|
0.8
|
self_correction
| -1
|
customer
|
none
|
digit
|
expanded
|
neutral
|
none
|
thought_restart
|
none
|
customer inquiring about billing cycle
|
billing
|
neutral
|
low
|
open
|
low
|
|||
single_000286
|
I've been trying to pay my bill online, but the website isn't working.
|
turn-ending
|
0.8
|
problem_statement
| -1
|
customer
|
none
|
none
|
expanded
|
neutral
|
none
|
none
|
none
|
customer is having trouble with online payment
|
billing
|
frustrated
|
medium
|
new
|
medium
|
|||
single_000287
|
My phone's screen is cracked and I need to get it replaced ASAP.
|
turn-ending
|
0.9
|
problem_statement
| -1
|
customer
|
none
|
none
|
contracted
|
neutral
|
none
|
none
|
none
|
customer needs a phone replacement
|
device support
|
urgent
|
low
|
new
|
high
|
|||
single_000288
|
I'm getting a weird error message when I try to log in to my account, it says my password is incorrect, but I know it's right.
|
turn-ending
|
0.7
|
problem_statement
| -1
|
customer
|
processing
|
none
|
expanded
|
neutral
|
setup_phrase
|
none
|
minimal
|
customer is having trouble logging in
|
account
|
confused
|
medium
|
new
|
low
|
|||
single_000289
|
There's something wrong with my internet connection, it keeps dropping and I don't know why.
|
turn-ending
|
0.6
|
problem_statement
| -1
|
customer
|
processing
|
none
|
standard
|
neutral
|
setup_phrase
|
none
|
minimal
|
customer is having internet connectivity issues
|
technical
|
frustrated
|
low
|
new
|
medium
|
|||
single_000290
|
I just got a bill for a service I don't even use, can you please help me figure out what's going on?
|
turn-ending
|
0.8
|
problem_statement
| -1
|
customer
|
processing
|
none
|
standard
|
formal
|
none
|
none
|
minimal
|
customer is disputing a bill
|
billing
|
confused
|
medium
|
new
|
low
|
|||
single_000293
|
It all started when I received this email saying my account was locked and, um, I didn't know what to do...
|
turn-holding
|
0.7
|
story_development
| -1
|
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
minimal
|
customer received email about locked account
|
account
|
confused
|
low
|
new
|
high
|
|||
single_000294
|
Okay, so basically what happened was, I was on the phone with your company last week and...
|
turn-holding
|
0.85
|
story_development
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
none
|
customer referencing previous call
|
follow-up
|
neutral
|
medium
|
in progress
|
low
|
|||
single_000295
|
I'm not really sure where to start, but I guess it began when I tried to reset my password and, ah, it didn't work...
|
turn-holding
|
0.75
|
story_development
| -1
|
customer
|
processing
|
none
|
informal
|
neutral
|
I'm not really sure
|
none
|
minimal
|
customer having trouble with password reset
|
technical support
|
frustrated
|
low
|
new
|
medium
|
|||
single_000296
|
Okay, bear with me for a moment while I review this...
|
turn-holding
|
high
|
processing_marker
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
transition
|
none
|
pause
|
Customer inquiring about order status
|
customer_service
|
neutral
|
low
|
open
|
low
|
|||
single_000298
|
I'm going to check on that for you, can you please hold for just a second?
|
turn-holding
|
high
|
processing_marker
| -1
|
customer
|
none
|
none
|
formal
|
formal
|
polite
|
none
|
none
|
Customer requesting account balance
|
billing
|
neutral
|
high
|
resolved
|
low
|
|||
single_000299
|
Give me one moment to look up your account details...
|
turn-holding
|
medium
|
processing_marker
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
transition
|
none
|
pause
|
Customer inquiring about payment options
|
account
|
interested
|
low
|
open
|
medium
|
|||
single_000300
|
I'm just going to pull up the information you need, bear with me...
|
turn-holding
|
high
|
processing_marker
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
initiator
|
none
|
filler
|
Customer asking about product features
|
technical_support
|
neutral
|
high
|
in_progress
|
low
|
|||
single_000301
|
I was trying to—
|
turn-holding
|
0.8
|
false_start
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
none
|
thought_restart
|
pause
|
customer calling about a technical issue
|
support
|
frustrated
|
low
|
unresolved
|
high
|
|||
single_000303
|
The issue I'm having is— you know, I'm not really sure how to explain it...
|
turn-holding
|
0.7
|
false_start
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
thought_restart
|
pause
|
customer describing a complex technical issue
|
support
|
confused
|
high
|
unresolved
|
medium
|
|||
single_000304
|
I need to— actually, can you just bear with me for a second?
|
turn-holding
|
0.8
|
false_start
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
actually
|
thought_restart
|
pause
|
customer asking for assistance with a payment issue
|
support
|
anxious
|
low
|
unresolved
|
high
|
|||
single_000305
|
The problem is— hmm, how do I put this...
|
turn-holding
|
0.6
|
false_start
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
none
|
thought_restart
|
minimal
|
customer struggling to articulate a technical problem
|
support
|
frustrated
|
high
|
unresolved
|
medium
|
|||
single_000306
|
So, I was trying to pay my bill online, and it said my account was locked, but then I...
|
turn-holding
|
0.8
|
story_development
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
...
|
customer having trouble with online payment
|
billing
|
frustrated
|
low
|
new
|
medium
|
|||
single_000307
|
Let me walk you through what happened, I was on the website, and I clicked on the link to...
|
turn-holding
|
0.9
|
story_development
| -1
|
customer
|
none
|
none
|
formal
|
neutral
|
let me
|
none
|
none
|
customer explaining website issue
|
technical support
|
neutral
|
medium
|
in progress
|
low
|
|||
single_000308
|
It all started when I got this error message, and it said something about my password, but then...
|
turn-holding
|
0.7
|
story_development
| -1
|
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
minimal
|
customer having trouble with login
|
technical support
|
confused
|
low
|
new
|
high
|
|||
single_000309
|
Okay, so I was trying to track my order, and it said it was delivered, but I never got it, and...
|
turn-holding
|
0.6
|
story_development
| -1
|
customer
|
processing
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
minimal
|
customer having issue with order delivery
|
customer service
|
angry
|
low
|
new
|
high
|
|||
single_000310
|
I'm not sure if this is related, but I was talking to a representative last week, and they said something about...
|
turn-holding
|
0.5
|
story_development
| -1
|
customer
|
none
|
none
|
formal
|
informal
|
setup_phrase
|
none
|
none
|
customer referencing previous conversation
|
follow-up
|
confused
|
medium
|
in progress
|
low
|
|||
single_000312
|
My phone's screen is cracked and I need to get it fixed ASAP.
|
turn-ending
|
high
|
problem_statement
| -1
|
customer
|
none
|
none
|
contracted
|
neutral
|
none
|
none
|
none
|
customer needs phone repair
|
device support
|
urgent
|
low
|
new
|
high
|
|||
single_000313
|
I'm calling about my recent order, it was supposed to arrive yesterday but I haven't received it yet.
|
turn-ending
|
high
|
problem_statement
| -1
|
customer
|
processing
|
none
|
expanded
|
neutral
|
none
|
none
|
minimal
|
customer is inquiring about a missing order
|
order support
|
concerned
|
medium
|
ongoing
|
low
|
|||
single_000314
|
There's something wrong with my account, I'm getting an error message when I try to log in.
|
turn-ending
|
high
|
problem_statement
| -1
|
customer
|
processing
|
none
|
contracted
|
neutral
|
setup_phrase
|
none
|
minimal
|
customer is experiencing login issues
|
account
|
frustrated
|
medium
|
new
|
medium
|
|||
single_000315
|
I'd like to report a problem with my internet service, it's been slow and dropping frequently.
|
turn-ending
|
high
|
problem_statement
| -1
|
customer
|
processing
|
none
|
expanded
|
neutral
|
none
|
none
|
minimal
|
customer is experiencing internet connectivity issues
|
technical
|
annoyed
|
high
|
ongoing
|
medium
|
|||
single_000317
|
The thing I need to figure out is, you know, how to...
|
turn-holding
|
0.9
|
elaboration_setup
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
setup_phrase
|
none
|
none
|
customer is asking for help with a technical issue
|
technical support
|
slightly frustrated
|
medium
|
in progress
|
medium
|
|||
single_000318
|
Let me try to put this into words...
|
turn-holding
|
0.7
|
elaboration_setup
| -1
|
customer
|
none
|
none
|
formal
|
neutral
|
none
|
none
|
none
|
customer is describing a complex problem
|
complaint
|
calm
|
high
|
new
|
high
|
|||
single_000319
|
What I'm trying to understand is, can you...
|
turn-holding
|
0.6
|
elaboration_setup
| -1
|
customer
|
processing
|
none
|
formal
|
neutral
|
none
|
none
|
minimal
|
customer is asking for clarification on a policy
|
inquiry
|
curious
|
low
|
new
|
low
|
|||
single_000320
|
I guess what I'm saying is, I need help with...
|
turn-holding
|
0.5
|
elaboration_setup
| -1
|
customer
|
none
|
none
|
informal
|
neutral
|
I guess
|
none
|
none
|
customer is requesting assistance with a simple issue
|
support
|
slightly frustrated
|
low
|
new
|
low
|
|||
single_000321
|
I would like to return this product, could you please walk me through the process?
|
turn-ending
|
0.9
|
request_action
| -1
|
customer
|
none
|
none
|
expanded
|
formal
|
none
|
none
|
none
|
Customer is calling to initiate a product return.
|
return
|
neutral
|
low
|
new
|
low
|
|||
single_000322
|
Can you send me a replacement for the defective item I received?
|
turn-ending
|
0.8
|
request_action
| -1
|
customer
|
none
|
none
|
expanded
|
neutral
|
none
|
none
|
none
|
Customer is calling to request a replacement item.
|
replacement
|
slightly_frustrated
|
medium
|
in_progress
|
medium
|
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