utterance_id
stringlengths 13
26
| text
stringlengths 26
4.38k
| label
stringclasses 1
value | confidence
stringclasses 6
values | dialog_act
stringclasses 22
values | conversation_type
stringclasses 8
values | conversation_id
stringclasses 25
values | turn_number
int32 -1
6
| previous_context
stringclasses 92
values | speaker
stringclasses 6
values | linguistic_repetition_type
stringclasses 36
values | linguistic_number_format
stringclasses 62
values | linguistic_contraction_style
stringclasses 23
values | linguistic_formality
stringclasses 11
values | linguistic_discourse_marker
stringlengths 2
34
| linguistic_false_start_type
stringclasses 39
values | linguistic_backchannel_type
stringclasses 58
values | linguistic_language_barrier
stringclasses 9
values | context_context_description
stringlengths 19
88
| context_call_type
stringlengths 5
29
| context_emotional_state
stringclasses 18
values | context_technical_level
stringclasses 11
values | context_issue_status
stringclasses 19
values | context_multi_issue
stringclasses 6
values | context_urgency
stringclasses 7
values |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
single_000001
|
Can you just tell me my balance, like, right now?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
emphasis
|
none
|
informal
|
informal
|
like
|
none
|
none
|
none
|
Customer urgently checking account balance
|
inbound
|
neutral
|
basic
|
open
|
no
|
medium
|
|||
single_000002
|
I’ve already tried this three times, three times, and it’s not working—can you help me fix it?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
emphasis
|
digits
|
informal
|
informal
|
and
|
none
|
none
|
none
|
Customer reporting recurring technical issue
|
inbound
|
frustrated
|
intermediate
|
open
|
no
|
high
|
|||
single_000003
|
Could you please confirm the status of my account, reference number 12345678?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
digits
|
formal
|
formal
|
please
|
none
|
none
|
none
|
Customer following up on account reference
|
callback
|
neutral
|
advanced
|
pending
|
no
|
low
|
|||
single_000004
|
How do I reset my password if I’ve lost my recovery email?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
none
|
neutral
|
neutral
|
none
|
none
|
none
|
none
|
Customer seeking password recovery assistance
|
inbound
|
confused
|
basic
|
open
|
no
|
medium
|
|||
single_000005
|
I called from 555-123-4567, but the system says there’s no record of my call—did we speak earlier?
|
turn-ending
|
low
|
direct_question
| -1 |
customer
|
none
|
phone_number
|
formal
|
neutral
|
but
|
none
|
none
|
none
|
Customer questioning call log discrepancy
|
inbound
|
confused
|
basic
|
open
|
yes
|
medium
|
|||
single_000006
|
What is my current account balance?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
none
|
formal
|
none
|
none
|
none
|
none
|
Customer inquiring about account balance
|
account inquiry
|
neutral
|
low
|
open
|
no
|
normal
|
|||
single_000007
|
How do I reset my password?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
none
|
formal
|
none
|
none
|
none
|
none
|
Customer seeking password reset instructions
|
password reset
|
frustrated
|
medium
|
open
|
no
|
high
|
|||
single_000008
|
Can you confirm the status of my last payment of two hundred dollars?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
written
|
none
|
neutral
|
actually
|
none
|
none
|
none
|
Customer verifying payment status
|
payment inquiry
|
neutral
|
low
|
open
|
no
|
normal
|
|||
single_000009
|
Hey, when's my next bill due?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
informal
|
informal
|
well
|
none
|
uh-huh
|
none
|
Customer asking about upcoming bill
|
billing inquiry
|
confused
|
low
|
open
|
no
|
normal
|
|||
single_000010
|
Could you please verify the details of the transaction made on the 15th of this month?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
date_written
|
none
|
formal
|
none
|
none
|
none
|
none
|
Customer requesting transaction confirmation
|
transaction inquiry
|
neutral
|
medium
|
open
|
no
|
normal
|
|||
single_000011
|
May I inquire about the current status of my account? I would appreciate confirmation on the pending transactions.
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
none
|
formal
|
none
|
none
|
none
|
none
|
Customer inquiring about account status and transactions
|
account_inquiry
|
neutral
|
medium
|
open
|
no
|
normal
|
|||
single_000012
|
Can you can you check my balance again? I need you to speak slower because I didn’t hear the first time.
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
emphasis
|
none
|
informal
|
informal
|
because
|
none
|
none
|
pace_request
|
Customer requesting balance check with communication difficulty
|
balance_inquiry
|
frustrated
|
low
|
open
|
no
|
normal
|
|||
single_000013
|
How do I activate my account? I’m not sure what steps to take next.
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
neutral
|
neutral
|
not_sure
|
none
|
none
|
none
|
Customer seeking account activation guidance
|
account_setup
|
confused
|
low
|
open
|
no
|
normal
|
|||
single_000014
|
Could you please provide the reference number for my recent payment of $200.00? I’d like to keep it for records.
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
written
|
none
|
formal
|
none
|
none
|
none
|
none
|
Customer requesting payment confirmation details
|
payment_inquiry
|
satisfied
|
high
|
open
|
no
|
normal
|
|||
single_000015
|
Can you can you confirm my order number 987654321? Please speak slower, I want to make sure I got the details right.
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
emphasis
|
digits
|
informal
|
informal
|
please
|
none
|
none
|
pace_request
|
Customer confirming order details with communication difficulty
|
order_inquiry
|
frustrated
|
low
|
open
|
no
|
normal
|
|||
single_000016
|
I-I need to know my current balance. Can you check that for me?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
stuttering
|
none
|
none
|
neutral
|
none
|
none
|
minimal
|
none
|
Customer inquiring about account balance
|
inbound
|
neutral
|
low
|
open
|
no
|
low
|
|||
single_000017
|
How do I-I reset my password? I've tried a few times but it's not working.
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
stuttering
|
none
|
casual
|
neutral
|
none
|
none
|
minimal
|
none
|
Customer struggling with password reset
|
inbound
|
frustrated
|
medium
|
open
|
no
|
medium
|
|||
single_000018
|
Could you please confirm the status of my last payment, reference number 123456?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
formal
|
formal
|
please
|
none
|
none
|
none
|
Customer verifying payment processing
|
inbound
|
neutral
|
low
|
open
|
no
|
low
|
|||
single_000019
|
Why is my internet service still down after the technician said it would be fixed by noon?!
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
none
|
neutral
|
why
|
none
|
none
|
none
|
Customer following up on service restoration
|
inbound
|
frustrated
|
high
|
open
|
no
|
high
|
|||
single_000020
|
Hey, I called earlier about my bill, number 555-123-4567. Did you get that sorted?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
phone_number
|
casual
|
informal
|
hey
|
none
|
minimal
|
none
|
Customer following up on previous bill inquiry
|
inbound
|
neutral
|
low
|
open
|
no
|
medium
|
|||
single_000021
|
What's my current balance?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
currency
|
informal
|
neutral
|
none
|
none
|
none
|
none
|
Customer inquiring about account balance
|
inbound
|
neutral
|
low
|
open
|
no
|
normal
|
|||
single_000022
|
Can you confirm if my $1500 payment was processed?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
currency
|
neutral
|
neutral
|
request_marker
|
none
|
none
|
none
|
Payment confirmation inquiry
|
inbound
|
frustrated
|
low
|
open
|
no
|
high
|
|||
single_000023
|
Is there an issue with my account ending in 1234?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
digits
|
none
|
formal
|
none
|
none
|
none
|
none
|
Account status verification
|
inbound
|
neutral
|
medium
|
open
|
no
|
normal
|
|||
single_000024
|
I was promised a $50 refund, but it hasn't shown up yet.
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
currency
|
neutral
|
neutral
|
contrast_marker
|
none
|
none
|
none
|
Refund status inquiry
|
inbound
|
confused
|
low
|
open
|
no
|
normal
|
|||
single_000025
|
Could you please guide me through resetting my account password?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
formal
|
formal
|
politeness_marker
|
none
|
none
|
none
|
Password reset assistance
|
inbound
|
neutral
|
medium
|
open
|
no
|
normal
|
|||
single_000026
|
I was wondering if you could provide my current account balance for account number 123456789?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
formal
|
formal
|
I was wondering
|
none
|
none
|
none
|
Customer is inquiring about their account balance
|
account inquiry
|
neutral
|
low
|
open
|
no
|
normal
|
|||
single_000027
|
Like, how do I reset my password? I’ve tried three times already and it’s not working!
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
informal
|
informal
|
Like
|
none
|
none
|
none
|
Customer is having trouble resetting their password
|
technical support
|
frustrated
|
medium
|
open
|
no
|
high
|
|||
single_000028
|
Just checking—was my last payment of two thousand dollars processed correctly?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
written
|
neutral
|
neutral
|
Just checking
|
none
|
verbal
|
none
|
Customer is confirming payment processing status
|
billing inquiry
|
satisfied
|
low
|
open
|
no
|
normal
|
|||
single_000029
|
I’m trying to update my app but version 3.2.1 keeps crashing. Can you help troubleshoot?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
neutral
|
neutral
|
I’m trying to
|
none
|
verbal
|
none
|
Customer is experiencing app version issues
|
technical support
|
confused
|
high
|
open
|
no
|
high
|
|||
single_000030
|
Could you confirm if my billing address on file is 123 Main St, Apt 4B, New York, NY 10001?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
phone_number
|
formal
|
formal
|
Could you confirm
|
none
|
verbal
|
none
|
Customer is verifying their billing address
|
account management
|
neutral
|
low
|
open
|
no
|
normal
|
|||
single_000031
|
Hey, can you tell me what my account balance is right now? I'm trying to budget this weekend.
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
standard
|
informal
|
I'm trying to...
|
none
|
none
|
none
|
Customer checking account balance for personal budgeting
|
Inquiry
|
neutral
|
low
|
open
|
no
|
low
|
|||
single_000032
|
Good morning, I need to verify the status of my last payment. The amount was twelve hundred dollars, reference number 987654321. Could you please confirm if it was processed successfully?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
mixed
|
none
|
formal
|
Could you please...
|
none
|
none
|
none
|
Customer confirming large payment processing status
|
Verification
|
neutral
|
medium
|
open
|
no
|
medium
|
|||
single_000033
|
So like, how do I reset my password again? I remember doing it before but now I'm stuck at the two-factor authentication step.
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
standard
|
informal
|
So like...
|
none
|
none
|
none
|
Customer struggling with password reset process
|
Technical Support
|
frustrated
|
medium
|
open
|
no
|
high
|
|||
single_000034
|
I received an error message stating '404 Service Unavailable' when trying to access my account. When will the service be restored?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
none
|
neutral
|
When will...
|
none
|
none
|
none
|
Customer reporting service access issue
|
Service Issue
|
confused
|
medium
|
open
|
no
|
high
|
|||
single_000035
|
Quick question - when's my next billing cycle due? I want to make sure I don't miss the payment window this time.
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
standard
|
informal
|
Quick question...
|
none
|
none
|
none
|
Customer seeking billing cycle information
|
Inquiry
|
neutral
|
low
|
open
|
no
|
medium
|
|||
single_000036
|
What is my current account balance for account number 123456789?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
none
|
formal
|
none
|
none
|
none
|
none
|
Customer inquiring about account balance
|
inquiry
|
neutral
|
low
|
open
|
no
|
low
|
|||
single_000037
|
Has my payment of two hundred dollars been processed yet?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
written
|
none
|
neutral
|
none
|
none
|
none
|
none
|
Customer checking payment status
|
inquiry
|
frustrated
|
medium
|
open
|
no
|
medium
|
|||
single_000038
|
Can you explain the steps to reactivate my suspended account?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
standard
|
neutral
|
Can you
|
none
|
none
|
none
|
Customer seeking account reactivation
|
request
|
neutral
|
high
|
open
|
no
|
high
|
|||
single_000039
|
I think I need to update my contact number to 555-123-4567. How do I do that?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
phone_number
|
standard
|
informal
|
I think
|
none
|
none
|
none
|
Customer updating contact information
|
request
|
confused
|
medium
|
open
|
no
|
low
|
|||
single_000040
|
What is the procedure for resolving the error code 404 on my account?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
none
|
formal
|
none
|
none
|
none
|
none
|
Customer inquiring about error resolution
|
inquiry
|
neutral
|
high
|
open
|
no
|
high
|
|||
single_000041
|
I need to check my account balance, I need to check it because I'm not sure if the payment went through. Can you check my current balance for account number 1234-5678-90?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
processing
|
digits
|
neutral
|
neutral
|
none
|
none
|
none
|
none
|
Customer inquiring about account balance
|
inbound
|
neutral
|
low
|
open
|
no
|
normal
|
|||
single_000042
|
I've been having issues with my router setup, you know... I called earlier with reference number 12345. Can you help me troubleshoot the connection problem?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
digits
|
informal
|
neutral
|
you know
|
word_level
|
none
|
none
|
Customer reporting technical issue with router
|
inbound
|
frustrated
|
medium
|
open
|
no
|
high
|
|||
single_000043
|
Could you please confirm the status of my recent order, reference number FIVE HUNDRED TWENTY-THREE? I haven't received any updates yet.
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
written
|
formal
|
formal
|
none
|
none
|
none
|
none
|
Customer inquiring about order status
|
inbound
|
neutral
|
low
|
open
|
no
|
normal
|
|||
single_000044
|
Hey, like, what's the process to update my billing address? I tried doing it online but it didn't work.
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
none
|
informal
|
informal
|
like
|
none
|
none
|
none
|
Customer asking about billing address update
|
inbound
|
confused
|
low
|
open
|
no
|
normal
|
|||
single_000045
|
I'm having trouble accessing my account, error code 403 keeps appearing. How can I resolve this issue immediately?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
neutral
|
neutral
|
none
|
none
|
none
|
none
|
Customer reporting account access error
|
inbound
|
frustrated
|
medium
|
open
|
no
|
high
|
|||
single_000046
|
After I provide my account details, can you tell me my current balance?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
phone
|
none
|
neutral
|
sequence_marker
|
none
|
none
|
none
|
Customer asking about account balance after verification
|
inbound
|
neutral
|
low
|
open
|
no
|
medium
|
|||
single_000047
|
Once I verify my identity, how do I reset my password securely?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
digits
|
none
|
formal
|
sequence_marker
|
none
|
none
|
none
|
Customer seeking password reset instructions post-verification
|
inbound
|
frustrated
|
medium
|
open
|
no
|
high
|
|||
single_000048
|
Hey, can you check the payment I made last week?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
written
|
informal
|
informal
|
none
|
none
|
none
|
none
|
Customer confirming recent payment status
|
inbound
|
confused
|
low
|
open
|
no
|
low
|
|||
single_000049
|
After I called earlier about the billing error, what steps are next?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
account_id
|
none
|
neutral
|
sequence_marker
|
none
|
none
|
none
|
Customer following up on previous billing error report
|
inbound
|
neutral
|
medium
|
in_progress
|
no
|
medium
|
|||
single_000050
|
Could you confirm if my premium service upgrade is active?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
phone
|
none
|
formal
|
none
|
none
|
none
|
none
|
Customer verifying service upgrade activation
|
inbound
|
satisfied
|
high
|
closed
|
no
|
low
|
|||
single_000051
|
I would like to confirm whether my recent payment of $250.00 has been processed successfully. Could you please verify this for me?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
none
|
formal
|
none
|
none
|
extended_confirmation
|
none
|
Customer verifying payment status
|
Inquiry
|
neutral
|
low
|
open
|
no
|
medium
|
|||
single_000052
|
Could you kindly inform me of my current account balance, taking into account the pending transaction from this morning?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
none
|
formal
|
taking_into_account
|
none
|
extended_confirmation
|
none
|
Customer checking account balance with pending transaction
|
Inquiry
|
neutral
|
medium
|
open
|
no
|
low
|
|||
single_000053
|
Hey, my internet's been down all day! When are you guys fixing it? I need it up now!
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
none
|
informal
|
informal
|
however
|
none
|
none
|
none
|
Customer reporting internet outage
|
Complaint
|
frustrated
|
medium
|
open
|
no
|
high
|
|||
single_000054
|
How do I reset my API access token? I need to update it for the integration with our internal systems.
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
neutral
|
neutral
|
therefore
|
none
|
none
|
none
|
Customer requesting API token reset
|
Support
|
neutral
|
high
|
open
|
no
|
medium
|
|||
single_000055
|
I received a notice about a $50 fee on my statement. Can you explain what this charge is for?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
digits
|
neutral
|
neutral
|
however
|
none
|
none
|
none
|
Customer inquiring about unexpected fee
|
Dispute
|
confused
|
low
|
open
|
no
|
low
|
|||
single_000058
|
Can you check my last payment, like, real quick?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
none
|
contracted
|
informal
|
like
|
none
|
none
|
none
|
Customer requests verification of recent payment
|
inbound
|
satisfied
|
low
|
open
|
no
|
low
|
|||
single_000059
|
What's the status of account 123456789?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
none
|
neutral
|
none
|
none
|
none
|
none
|
Customer inquires about specific account status
|
inbound
|
neutral
|
medium
|
open
|
no
|
medium
|
|||
single_000060
|
Is there an outage affecting my internet service right now?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
contracted
|
neutral
|
none
|
none
|
none
|
none
|
Customer inquires about service outage
|
inbound
|
frustrated
|
high
|
open
|
no
|
high
|
|||
single_000062
|
Can you check my account balance and also see if my last payment went through?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
none
|
informal
|
neutral
|
addition_signal
|
none
|
none
|
none
|
Customer asking about balance and payment status
|
inbound
|
neutral
|
low
|
open
|
yes
|
medium
|
|||
single_000063
|
Could you confirm the status of my service outage and also check if there are any scheduled maintenance this week?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
none
|
formal
|
formal
|
addition_signal
|
none
|
none
|
none
|
Customer inquiring about service outage and maintenance
|
inbound
|
concerned
|
high
|
open
|
yes
|
high
|
|||
single_000064
|
How do I reset my password for the online portal?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
none
|
neutral
|
neutral
|
none
|
none
|
none
|
none
|
Customer asking for password reset instructions
|
inbound
|
confused
|
medium
|
open
|
no
|
medium
|
|||
single_000065
|
Is my payment for $250 processed yet and also can you confirm the due date for the next billing cycle?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
none
|
digits
|
informal
|
neutral
|
addition_signal
|
none
|
none
|
none
|
Customer confirming payment and billing due date
|
inbound
|
satisfied
|
medium
|
open
|
yes
|
low
|
|||
single_000066
|
I was wondering if there's a $50 charge on my account, also could you check if there are any pending transactions?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
currency
|
none
|
neutral
|
addition_signal
|
phrase_level
|
none
|
none
|
Customer inquiring about account charges and transactions
|
inbound
|
neutral
|
low
|
open
|
yes
|
medium
|
|||
single_000067
|
Could you confirm the refund amount of $120.50 was processed, plus check if the original invoice was for the correct total?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
currency
|
none
|
formal
|
addition_signal
|
phrase_level
|
none
|
none
|
Customer verifying refund details and invoice accuracy
|
inbound
|
confused
|
medium
|
open
|
yes
|
high
|
|||
single_000068
|
Hey, my bill says I owe 45 bucks but I paid 60 last month - what's up with that?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
currency_written
|
informal
|
informal
|
none
|
none
|
none
|
none
|
Customer questioning billing discrepancy
|
inbound
|
frustrated
|
low
|
open
|
no
|
medium
|
|||
single_000069
|
Please confirm the transaction reference number 987654321 corresponds to the £250 international transfer I initiated on 15th March 2024.
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
account_id
|
none
|
formal
|
none
|
none
|
none
|
none
|
Customer verifying international transaction details
|
inbound
|
neutral
|
high
|
open
|
no
|
high
|
|||
single_000070
|
So my rewards points balance shows 1,200 points, but when I called last week it was 1,500 - did I miss something?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
neutral
|
neutral
|
none
|
none
|
confirmation
|
none
|
Customer inquiring about rewards points discrepancy
|
inbound
|
confused
|
medium
|
open
|
no
|
low
|
|||
single_000071
|
Could you please confirm my current account balance?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
digits
|
formal
|
formal
|
none
|
none
|
none
|
none
|
Customer inquiring about account balance
|
inquiry
|
neutral
|
low
|
open
|
no
|
medium
|
|||
single_000072
|
Um, I need to reset my password... Wait, how exactly do I do that? Could you repeat the steps slowly?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
false_start
|
none
|
informal
|
neutral
|
um
|
reformulation
|
minimal
|
pace_request
|
Customer seeking password reset assistance
|
support
|
confused
|
medium
|
open
|
no
|
high
|
|||
single_000073
|
Hey, why hasn't my payment of $200 gone through yet?!
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
written
|
informal
|
informal
|
none
|
none
|
none
|
none
|
Customer inquiring about payment status
|
complaint
|
frustrated
|
low
|
open
|
no
|
high
|
|||
single_000074
|
I think my account... uh... the one with ID 123456... is there an issue? Could you speak a bit slower, please?
|
turn-ending
|
medium
|
direct_question
| -1 |
customer
|
false_start
|
account_id
|
neutral
|
neutral
|
uh
|
hesitation
|
minimal
|
pace_request
|
Customer reporting account problem
|
support
|
confused
|
medium
|
open
|
no
|
medium
|
|||
single_000075
|
What's the status of my order placed on 555-123-4567?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
none
|
phone_number
|
neutral
|
neutral
|
none
|
none
|
none
|
none
|
Customer checking order status
|
inquiry
|
neutral
|
low
|
open
|
no
|
medium
|
|||
single_000076
|
How much is in my... my account as of 3 PM yesterday?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
stuttering
|
time_format
|
none
|
neutral
|
as of
|
none
|
none
|
none
|
Customer inquiring about account balance
|
account_balance
|
neutral
|
low
|
open
|
no
|
low
|
|||
single_000077
|
Why hasn't my... my software updated since 10:30 AM this morning?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
stuttering
|
time_format
|
hasn't
|
neutral
|
since
|
none
|
none
|
none
|
Customer reporting software update issue
|
tech_support
|
frustrated
|
medium
|
open
|
no
|
medium
|
|||
single_000078
|
Can you check my... my internet connection at 555-123-4567?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
stuttering
|
phone_number
|
none
|
informal
|
none
|
none
|
none
|
none
|
Customer experiencing internet connectivity issues
|
service_issue
|
confused
|
low
|
open
|
no
|
medium
|
|||
single_000079
|
When was my last... last payment processed?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
stuttering
|
none
|
none
|
neutral
|
none
|
none
|
none
|
none
|
Customer inquiring about payment processing date
|
billing_inquiry
|
neutral
|
low
|
open
|
no
|
low
|
|||
single_000080
|
How do I change the... the password for account #123456789?
|
turn-ending
|
high
|
direct_question
| -1 |
customer
|
stuttering
|
account_id
|
none
|
formal
|
none
|
none
|
none
|
none
|
Customer requesting password change
|
account_management
|
neutral
|
low
|
open
|
no
|
low
|
|||
single_000081
|
Well, I, uh, I think I called about my internet outage last week, but I haven't heard anything yet. My Wi-Fi keeps dropping every 10 minutes.
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
false_start
|
none
|
informal
|
informal
|
Well,
|
thought_restart
|
none
|
none
|
Customer following up on unresolved internet outage
|
service inquiry
|
confused
|
low
|
open
|
no
|
medium
|
|||
single_000082
|
Actually, I, er, I need to dispute a $45 charge on my bill from March 12th. I don't recognize that transaction at all.
|
turn-ending
|
medium
|
problem_statement
| -1 |
customer
|
false_start
|
digits
|
neutral
|
neutral
|
Actually,
|
thought_restart
|
none
|
none
|
Customer reporting unrecognized charge
|
billing inquiry
|
frustrated
|
low
|
open
|
no
|
high
|
|||
single_000083
|
I am unable to access my online banking account for account number 987654321. I have verified my credentials multiple times, yet I continue to receive an authentication error.
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
digits
|
formal
|
formal
|
none
|
none
|
none
|
none
|
Customer experiencing login failures
|
technical support
|
neutral
|
high
|
open
|
no
|
medium
|
|||
single_000084
|
The app keeps crashing whenever I try to order a ride. I've tried restarting my phone, but it doesn't help at all.
|
turn-ending
|
medium
|
problem_statement
| -1 |
customer
|
none
|
none
|
informal
|
informal
|
actually
|
none
|
uh_huh
|
none
|
Customer reporting app instability
|
technical support
|
confused
|
moderate
|
open
|
no
|
medium
|
|||
single_000085
|
My router is displaying a red light and I can't connect to the internet. I've tried resetting it using the default password, but that didn't work either.
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
none
|
neutral
|
neutral
|
well
|
none
|
you_know
|
none
|
Customer experiencing router connectivity issues
|
technical support
|
neutral
|
moderate
|
open
|
no
|
high
|
|||
single_000086
|
I've noticed a charge of $45.00 on my bill for services I didn't request. Could you please confirm if this is a one-time fee or an ongoing charge?
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
digit
|
standard
|
formal
|
none
|
none
|
extended_confirmation
|
none
|
Customer reports unexpected billing charge
|
Billing Inquiry
|
neutral
|
low
|
open
|
no
|
normal
|
|||
single_000087
|
The system keeps displaying an error message stating 'Invalid Login' when I try to access my account with ID 123456789. Have you experienced any outages recently?
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
digit
|
standard
|
neutral
|
none
|
none
|
extended_confirmation
|
none
|
Customer unable to log into account
|
Technical Support
|
frustrated
|
medium
|
open
|
no
|
high
|
|||
single_000088
|
Hey, my router keeps cutting out every few hours. I'm not sure if it's the modem or the service line. Can you check the signal strength?
|
turn-ending
|
medium
|
problem_statement
| -1 |
customer
|
none
|
none
|
informal
|
informal
|
none
|
partial
|
minimal
|
none
|
Customer reports intermittent internet connectivity
|
Service Request
|
confused
|
medium
|
open
|
no
|
normal
|
|||
single_000089
|
I received a statement indicating a balance of two hundred dollars, but I made a payment last week. How is this possible?
|
turn-ending
|
medium
|
problem_statement
| -1 |
customer
|
none
|
written
|
standard
|
neutral
|
contrast
|
none
|
none
|
none
|
Customer disputes account balance
|
Billing Inquiry
|
confused
|
low
|
open
|
no
|
normal
|
|||
single_000090
|
Our corporate account with number 987654321 has been down since Monday morning. We need this resolved as soon as possible.
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
digit
|
standard
|
formal
|
none
|
none
|
none
|
none
|
Corporate customer reports service disruption
|
Technical Support
|
neutral
|
high
|
open
|
no
|
high
|
|||
single_000091
|
My internet connection keeps dropping every few minutes, it's really frustrating.
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
none
|
standard
|
formal
|
well
|
none
|
none
|
native_speaker
|
Customer reports intermittent internet outages
|
technical_support
|
frustrated
|
basic
|
open
|
no
|
medium
|
|||
single_000092
|
I-I can't understan-understand why my bill has this extra charge... Can you please check?
|
turn-ending
|
medium
|
problem_statement
| -1 |
customer
|
stuttering
|
none
|
standard
|
informal
|
none
|
none
|
extended_confirmation
|
non_native_speaker
|
Customer disputes unexpected billing charge
|
billing_inquiry
|
confused
|
basic
|
open
|
no
|
low
|
|||
single_000093
|
The API integration is failing with error code 403, and I've tried all the troubleshooting steps.
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
digits
|
standard
|
neutral
|
and
|
none
|
none
|
native_speaker
|
Developer reports API authentication failure
|
technical_support
|
neutral
|
advanced
|
open
|
no
|
high
|
|||
single_000094
|
I-I called from 555-123-4567, but my account... account isn't showing recent activity. Could you confirm?
|
turn-ending
|
medium
|
problem_statement
| -1 |
customer
|
stuttering
|
phone_number
|
standard
|
informal
|
none
|
none
|
extended_confirmation
|
non_native_speaker
|
Customer reports missing account activity
|
account_inquiry
|
confused
|
basic
|
open
|
no
|
medium
|
|||
single_000095
|
I have noticed an unauthorized transaction on my account, reference number 987654321. This requires immediate attention.
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
digits
|
none
|
formal
|
this
|
none
|
none
|
native_speaker
|
Customer reports potential fraud
|
security_inquiry
|
neutral
|
basic
|
open
|
no
|
high
|
|||
single_000096
|
I paid my bill on time, but there's still a late fee charge showing up on my account statement.
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
digits
|
none
|
neutral
|
contrast_setup
|
none
|
none
|
none
|
Customer disputing unexpected late fee
|
billing_inquiry
|
frustrated
|
low
|
open
|
no
|
medium
|
|||
single_000097
|
I called about my internet outage last week, but now my email service is completely down as well.
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
date
|
none
|
neutral
|
contrast_setup
|
none
|
none
|
none
|
Customer reporting escalating service issues
|
service_disruption
|
frustrated
|
medium
|
open
|
yes
|
high
|
|||
single_000098
|
Hey, my app keeps crashing every time I try to make a payment - it just restarts and loses all my data!
|
turn-ending
|
medium
|
problem_statement
| -1 |
customer
|
none
|
none
|
informal
|
informal
|
none
|
repair
|
none
|
none
|
Customer experiencing app functionality issues
|
technical_support
|
frustrated
|
medium
|
open
|
no
|
medium
|
|||
single_000099
|
We have encountered an unexpected charge on our monthly statement, which was not authorized by any party involved.
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
none
|
none
|
formal
|
none
|
none
|
acknowledgment
|
none
|
Corporate client disputing unknown charge
|
fraud_inquiry
|
neutral
|
high
|
open
|
no
|
high
|
|||
single_000100
|
I received a call from someone claiming to be from your support team at 555-123-4567, but I can't verify their identity through your official channels.
|
turn-ending
|
medium
|
problem_statement
| -1 |
customer
|
none
|
phone_number
|
none
|
neutral
|
none
|
none
|
none
|
none
|
Customer reporting suspicious contact
|
security_alert
|
confused
|
low
|
open
|
no
|
high
|
|||
single_000101
|
I-I can't understa-understand why my bill shows a $500 charge for a service I never requested. Can you please explain this?
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
stuttering
|
phone_format
|
none
|
formal
|
setup_phrase
|
none
|
extended_confirmation
|
non_native_speaker
|
Customer disputes unexpected charge on monthly statement
|
billing_dispute
|
confused
|
low
|
open
|
no
|
medium
|
|||
single_000102
|
You know, I’ve been trying to reach you about my account 123-45-6789... um, the system keeps timing out when I try to log in. Is there a fix for this?
|
turn-ending
|
medium
|
problem_statement
| -1 |
customer
|
none
|
account_format
|
standard
|
formal
|
setup_phrase
|
hesitation
|
extended_confirmation
|
none
|
Customer reports login timeout issue
|
technical_support
|
frustrated
|
medium
|
open
|
no
|
high
|
|||
single_000103
|
Hey, my Wi-Fi just cut out again! It’s been happening every day this week. When are y’all gonna fix it?
|
turn-ending
|
high
|
problem_statement
| -1 |
customer
|
none
|
none
|
informal
|
informal
|
time_reference
|
none
|
minimal
|
none
|
Customer reports recurring internet outage
|
service_issue
|
frustrated
|
low
|
open
|
no
|
high
|
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