setfit safetensors mpnet sentence-transformers text-classification generated_from_setfit_trainer arxiv:2209.11055 base_model:sentence-transformers/paraphrase-mpnet-base-v2 base_model:finetune:sentence-transformers/paraphrase-mpnet-base-v2 model-index region:us
---
base_model: sentence-transformers/paraphrase-mpnet-base-v2
library_name: setfit
metrics:
- metric
pipeline_tag: text-classification
tags:
- setfit
- sentence-transformers
- text-classification
- generated_from_setfit_trainer
widget:
- text: 'client: Thank you for [NAME], partners with [ORGANIZATION]. Please listen
    to the options carefully, secure the right team. We record calls for quality and
    training purposes. Please enter your account number using your telephone keypad,
    ignoring any letters, then press the hash key. Just use your telephone keypad
    to enter your account number, then press the hash key.

    customer: I''m trying.

    client: This may start with it. Okay, just a moment whilst I look that up. I''m
    afraid that account number doesn''t match our records. Please try again. Okay,
    just a moment whilst I put that up. Please enter your phone number using the telephone
    teapad.

    customer: Thank you.

    client: I''m sorry, I didn''t understand. Try entering your phone number. I''m
    sorry, I still didn''t understand. Please by entering it again.'
- text: 'client: Thank you for calling Dino Plumbing. Please note all our calls are
    recorded for monitoring and training passes. Press one for an update on parts.
    Press two for an update on your appointment. Press three to discuss an ongoing
    complaint. Press four for sales. Thank you for calling Dino Plumbing. Please note
    all our calls are recorded for monitoring and training purposes. Press one for
    an update on parts. Press two for an update on your appointment. Press three to
    discuss an ongoing complaint and press four for sales. Thank you for calling dino
    plumbing.

    customer: and get some rolls.

    client: Your call is very important to us. Your call is very important to us.
    All of our agents are currently busy assisting other customers. Please continue
    to hold and the next available agent will take your call. Alternatively, you can
    email. Good afternoon if you''re starting and I can help.

    customer: Oh, hello. I called yesterday regarding a plumbing issue, a drainage
    issue at one of our properties. He took all of my details and said that we were
    going to call us back, but I never got a call back.

    client: I''m not sure postcode or have a little look for you to apologize.

    customer: The post code of the property, NW6, NW6, 1 UJ.

    client: Yes, please. No problem. And it''s the door number 46? 48, okay.

    customer: 48, which in [LOCATION]. But maybe, I can''t remember if it was a charge
    of [LOCATION]. Yes, yes, yes, yes, yes.

    client: It was for a chargeable job, wasn''t it?

    customer: All right, lovely, thank you. Yes, it''s a charge call job, yes, yes.

    client: No problem. Let me just see if a gentleman''s available. Give me two seconds.
    We''ll go straight through if it does connect. Thank you.

    customer: I can''t do everything? It''s [LOCATION], hi [NAME]. [NAME]. Can I get
    to keep your cautious on the other line? He has [NAME]. Yes, no problem. Okay.
    Haven''t a plan for what? Okay, but I need it over to me. There''s no point...
    Yeah, and one about the electric, because the bills... Yes, it''s a gas and the
    electric payment. Just a gas, all about the electric. Because the bill was not
    correct. [NAME], okay. I''ve emailed it to her. All right, fine, yeah, perfect.
    Once you''ve got all that just emailed across the street. Okay, thank you. They''re
    going to get such a shock. Oh dear. All that broken furniture, they threw it in
    the bushes. They bought me the cotton. I swear to God, when the landlord was going
    through it, yeah? She found it. I wasn''t, I''m not going through the bushes.
    Not at all. Sort of that. Wouldn''t even go through my own bushes. Let''s learn
    someone else''s. Please speak companies, I''m telling you, they''re just about
    the place. They just put me on the whole now. I didn''t even know. I''m using
    your butter, is that all right? Can''t you? Do you be joint tenants. Timeer, you''d
    be joint tenants. I just need to eat something for me. You''d be joint tenants.
    You''d be joint tenants not living together unless you are a couple.

    client: I do apologize about the way I''m just trying to get through to them I
    just speak to somebody who''s in the main office and they said they''ve just popped
    out for their lunch and so they''ll be back within the next hour I can give him
    a call personally if you want and just let him know that you know you didn''t
    receive a call yesterday so it has to be today as soon as possible.

    customer: Yeah, I mean the trouble is they told me that yesterday and they didn''t
    call back. This is my issue is that, this is my issue that you know, are they
    going to call back today?

    client: Yeah, no, I can''t understand. I will have a word for him myself, and
    I have them just let the people in the office know if they could just let me know
    when he''s in there and I can give him a call personally and just let him know.
    I know it has been very busy, but I will make sure I''ll just say if you can give
    her a call up right now, because she has been waiting.

    customer: Yeah, it really is urgent.

    client: And he should have, you know, been able to investigate, whatever he had
    to do.

    customer: Yeah. Yeah, it really is urgent. Yeah. Okay, all right then.

    client: I''m really sorry about the way.

    customer: Okay, all right then. Okay, all right then, okay. All right then I will
    wait.

    client: Thank you so much.

    customer: All right, okay. All right, then I will wait. All right, okay. Should
    I, if I don''t hear anything, what, within an hour, should I give a callback or
    not?

    client: Yeah that''s completely fine and they said he will be back within the
    hour so if it isn''t just after at all then you can always call back but it would
    definitely be before five I''ll definitely make sure he calls you myself.

    customer: Yeah, okay.

    client: It''s no worries.

    customer: All right, lovely. Appreciate it.

    client: Thank you so much.

    customer: Thank you. All right. All right, thanks.'
- text: 'client: Thank you for calling [NAME], partners with [ORGANIZATION]. Please
    listen to the options carefully so we can get you to the right team. If you need
    any help with a drainage problem, press one. If you require our plumbing services,
    press two. Or if you have an existing home care policy, it''s fee. Did you know
    that you can now book plumbing services online in a few easy clicks? Visit dino.com
    for details. Or heavily please hold and your call will be transferred to a customer
    service advisor. We record calls for quality and training purposes.

    customer: I did. I spoke to one of your engineers recently due to and being a
    family member and I was just saying he said to bring off and see if he''s with
    him taking anyone else on. A promen.

    client: Is it plumbing or drainage? I''m going to say the postcode where you are.

    customer: 8th, [LOCATION], 5JG.

    client: Yep. What I''ll do is I''ll put you through to the plumbers that cover
    that postcode and they can, you know, you

    customer: Yeah, that''s great. Thank you so much. Oh.

    client: [NAME], your local drains and plumbing experts. Drainage inquiries, press
    1. For plumbing inquiries, press 2. If you are a nosly business owner, press 3,
    and for finance, press 4. Thank you for calling [NAME], your local drains and
    plumbing experts, for drain inquiries, press 1, for [ORGANIZATION], press 2. If
    you are a nosly business owner, press 3, and for finance, press 4. Your call is
    very important to us. Please reach the next available agent. Hello, you''re through
    the next available agent.

    customer: I''ve recently spoke to a family member who works for yourselves and
    he said to bring up to you to take him anyone else on. It''s [NAME]. It''s [NAME].
    He said to bring up to you to take him anyone else on. It''s [NAME].

    client: and who''s your family member?

    customer: It''s [NAME].

    client: Oh no! No, we''re not having another one of him here. Right, okay, hang
    on.

    customer: Yeah, I have I have.

    client: Have you got a C visa, though? Can you email it to [NAME]? Yeah? Yeah,
    [NAME].

    customer: Yeah, of course, have you got it, please.

    client: Yeah. Yeah, [NAME].

    customer: Thank you very much. [NAME] [LOCATION].

    client: Yeah.

    customer: I just felt sorry.

    client: G-I-L-L-I-E-S-P-I-E.

    customer: G-I-L-I-S-G-I-L-I-E-S. G-G-I-L-I-E-S.

    client: Why?

    customer: Yeah. Yeah.

    client: What? Yeah, that''s what I''m supposed for? Right. I-N-G-I-L-L.

    customer: Yeah.

    client: Yeah, E-S-P-I-E-P-I-E-E-P-I-T, right if you got that? Yes, P-I-E, yeah.
    Can have my job if you want?

    customer: Right, I''ve got that now.

    client: And it''s at [LOCATION]. Yeah, M-A-C-E. M-E. Doco. [LOCATION]. What''s
    your name? Sorry? Elias, all right, no bother. Bye, darling. Bye, bye, bye.'
- text: 'client: Good morning, [NAME]. How can I help?

    customer: Oh, hi yeah, is that [NAME]?

    client: It is indeed. Right, potentially.

    customer: Yeah, I had an engineer out yesterday who kindly put a new central heating
    pump in for me. But he''s left a tool here. Looks like I''m speaking as a non-tall
    person. Look like mole grips, big pair of yellow mole grips.

    client: Right, potentially what the postcode there?

    customer: I just realized you''d left them on the table after he''s gone, so.

    client: That''s fine. 22 orchard close.

    customer: That''s the one, yes.

    client: Excellent, and that would be you.

    customer: I just thought if someone''s passing at any point, you could pick them
    up, but I, yeah.

    client: That would be you in. Now that''s fine. What I do is I''ll speak to my
    plumbing department and let them know, and I will get them to get somebody back
    there to pick them up for you.

    customer: Yeah, whenever, yeah, I''ll be around, but I just thought I''ve let
    you know.

    client: I''ll get them to get somebody back there to pick them up for you. I''ll
    get them to get somebody back there to pick them up for you. I''ll get them to

    customer: Lovely. Okay. Thank you. Bye.

    client: No worries to talk. Thanks now. Thanks. Bye bye.'
- text: 'client: Thank you for calling [NAME], partners with [ORGANIZATION]. Please
    listen to the options carefully, so we can get you to the right team. If you need
    any help with a drainage problem, press one.

    customer: You''re

    client: If you require our plumbing service, press two. Did you know that you
    can now book drainage services online in a few easy clicks, visit Dino. For details.
    Alternatively, please hold and your call will be transferred to a customer service
    advisor. We record calls for quality and training purposes.

    customer: Hi, good morning. I''ve just had a survey done on a property that I
    want to buy and they recommend that I have a [ORGANIZATION] drainage report and
    I was just wondering do you cover [LOCATION]?

    client: Yes, we do cover everywhere with [ORGANIZATION] surveys, yeah.

    customer: Okay and how much is the cost of a [ORGANIZATION] camera drainage report?

    client: So with the [ORGANIZATION] surveys, we don''t actually book them here
    at the core centre, they''re booked directly with our local offices because it''s
    the equipment that needs booking, not the person.

    customer: Okay.

    client: We don''t get visibility of the equipment, I''m afraid. And then, so I''ve
    never booked one, so I don''t know the price. I do believe, I''m pretty sure a
    customer told me they''d had one done and it was around 250 pounds.

    customer: Okay, all right then. So I mean what do we do we book it with a local
    office then?

    client: Yeah so I could certainly give you their phone number but just to let
    you know they''re not open at the weekends they won''t be open until tomorrow
    now. Yeah, it''s [LOCATION] you say.

    customer: I think so long. Yes it is, yeah.

    client: Yeah, let me find the number for you.

    customer: But then group. Okay. How quick is it done? Okay.

    client: Again I couldn''t tell you I''m afraid because I''ve never booked one
    like I say and the actual process of doing it again I''ve never been out with
    an engineer so I''ve never seen it done I know that each office only has basically
    the equipment uses it''s like millions of pounds so each office only has one basically
    that''s why it''s the equipment that needs booking you see but yeah let me give
    you their phone number have you got a pen

    customer: Okay. Have you. Have you? Yeah. Yeah. Yeah. Yeah. Great. Great. Great.
    Great.

    client: Yeah, it''s 0151 545 0913. Yeah, that''s all right, no problem.

    customer: Great. Great. Great. Great.

    client: Take care. Bye.

    customer: Great. Great. Great. Great. Lovely. Thank you very much for help. Thanks
    a lot.'
inference: true
model-index:
- name: SetFit with sentence-transformers/paraphrase-mpnet-base-v2
  results:
  - task:
      type: text-classification
      name: Text Classification
    dataset:
      name: Unknown
      type: unknown
      split: test
    metrics:
    - type: metric
      value: 0.5307449553507265
      name: Metric
---

# SetFit with sentence-transformers/paraphrase-mpnet-base-v2

This is a [SetFit](https://github.com/huggingface/setfit) model that can be used for Text Classification. This SetFit model uses [sentence-transformers/paraphrase-mpnet-base-v2](https://huggingface.co/sentence-transformers/paraphrase-mpnet-base-v2) as the Sentence Transformer embedding model. A [LogisticRegression](https://scikit-learn.org/stable/modules/generated/sklearn.linear_model.LogisticRegression.html) instance is used for classification.

The model has been trained using an efficient few-shot learning technique that involves:

1. Fine-tuning a [Sentence Transformer](https://www.sbert.net) with contrastive learning.
2. Training a classification head with features from the fine-tuned Sentence Transformer.

## Model Details

### Model Description
- **Model Type:** SetFit
- **Sentence Transformer body:** [sentence-transformers/paraphrase-mpnet-base-v2](https://huggingface.co/sentence-transformers/paraphrase-mpnet-base-v2)
- **Classification head:** a [LogisticRegression](https://scikit-learn.org/stable/modules/generated/sklearn.linear_model.LogisticRegression.html) instance
- **Maximum Sequence Length:** 512 tokens
- **Number of Classes:** 11 classes
<!-- - **Training Dataset:** [Unknown](https://huggingface.co/datasets/unknown) -->
<!-- - **Language:** Unknown -->
<!-- - **License:** Unknown -->

### Model Sources

- **Repository:** [SetFit on GitHub](https://github.com/huggingface/setfit)
- **Paper:** [Efficient Few-Shot Learning Without Prompts](https://arxiv.org/abs/2209.11055)
- **Blogpost:** [SetFit: Efficient Few-Shot Learning Without Prompts](https://huggingface.co/blog/setfit)

### Model Labels
| Label | Examples                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 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| 1     | <ul><li>"client: Thank you for calling [NAME], partners with [ORGANIZATION].\ncustomer: I can't find it. I didn't mind where I'm a little bit better than what I'm going to get there.\nclient: Please listen to the options carefully so we can get you to the right team. If you need any help with a drainage problem, press one. If you require our plumbing services, press two. Or if you have an existing home care policy, it's three. Did you know that you can now book plumbing services online in a few easy clicks? Visit dino.com for details. Alternatively, please hold and your call will be transferred to a customer service advisor.\ncustomer: Hi, this is Mr. [NAME].\nclient: We record calls for quality and training purposes.\ncustomer: I just want to cancel for tomorrow's appointment. I'm sorry. I'm sorry. I just want to cancel for tomorrow's appointment.\nclient: Yep, have you made it directly with all the through British-class home care?\ncustomer: I'm sorry.\nclient: Have you made the appointment directly with also through British-class home care?\ncustomer: Direct with you guys.\nclient: Yep. What's the postcode?\ncustomer: 8-A-J.\nclient: Yep. [NAME] What's the first line of the address?\ncustomer: Hello? Yeah. Number 11 Austin Avenue. Ah, Mr. [NAME]. Yeah. Yeah, that's right, yeah. Yeah.\nclient: And what's your name please?\ncustomer: Yeah, that's right, yeah. Yeah, yes.\nclient: Okay, so, is the appointment for tomorrow?\ncustomer: Yes, yes, yes, yes, please.\nclient: Is that right? Between 8 and 6?\ncustomer: Okay. Thank you very much. Bye.\nclient: Yeah, and that's your point we want to cancel, yep? Yeah, okay, no problem, I'll get that canceled for you now. Thank you for letting us know. Thanks, bye."</li><li>"client: Thank you calling [NAME], partners with [ORGANIZATION].\ncustomer: Yeah.\nclient: Please listen to the options carefully, so we can get you to the right team. If you need any help with a drainage problem, press one. If you require our plumbing service. Did you know that you can now book drainage services online in a few easy clicks, visit [ORGANIZATION] for details. Alternatively, please hold and your call will be transferred to a customer service advisor. We record calls for quality and training purposes.\ncustomer: Hi, I've got an appointment book tomorrow. I'd like to cancel, please. Chargeable. B-A-2. B-A-2. B-A-2. Yeah. 4-QG.\nclient: Sorry, the line's not too clear. Yep. Any address, please? And what names it? No problem, I get it cancelled for you.\ncustomer: under [NAME]. Great, thanks very much.\nclient: You're welcome. I know.\ncustomer: Right, bye."</li><li>"client: Thank you for calling [NAME].\ncustomer: Yet it's [ORGANIZATION], and 3-1-E-X.\nclient: You're about to be put through to our emergency line. If this is not an emergency, please call back between our usual opening hours of 8 a.m. and 6 p.m. Monday to Friday. Thank you. Thank you for calling [NAME]. Partners with [ORGANIZATION]. Please listen to the options carefully so we can get you to the right team. If you need any help with a drainage problem, press one. If you require our plumbing services, press two. Or if you have an existing home care policy, it's three.\ncustomer: I'll see.\nclient: I'm sorry I didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press did you know that you can now book drainage services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor\ncustomer: I was a book for somebody to come out of there.\nclient: Morning, [NAME], speaking to [NAME]. How can I help? Yeah. Okay, no problem. What's the post code, please?\ncustomer: I was a book for somebody to come out to my home address but I need to cancel it because we've sorted it.\nclient: Yeah. Okay. No problem. What's the post code, please?\ncustomer: It's [POSTCODE].\nclient: Yeah. First line of the address. And your name, please.\ncustomer: It's [NAME].\nclient: Right, I'll get it cancelled, thanks for letting us know, though.\ncustomer: All right, thank you.\nclient: You have a good day.\ncustomer: Bye.\nclient: Okay, no worries. But now, right way."</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     |
| 3     | <ul><li>"client: Thanks for calling Dynaflamey. Please note all calls are recorded for training and monitoring purposes. Please hold while we connect you to a member of our team. We'll be with you in just a moment. Good afternoon, [NAME] the word speaking. How can I help?\ncustomer: Thank you. This is for [ORGANIZATION] train test. The location is on is a consultant SM5, 3-2N. Is this available for this area?\nclient: What is it you require us to do?\ncustomer: Sorry.\nclient: Unfortunately, we don't undertake that kind of work.\ncustomer: Oh, for doing a [ORGANIZATION] train test.\nclient: You need Dynobod.\ncustomer: for the property number, right?\nclient: Can I give you the number for them?\ncustomer: The property number, right?\nclient: So we are Dynoplumbing, we don't deal with drainage.\ncustomer: Okay, uh, okay, uh, okay, a moment, right?\nclient: So I can give you the drainage company's number, okay? So you need to call 0.333.\ncustomer: Mm-hmm. Okay, a moment, please write down.\nclient: Yep, 242, 2 178. Yes, all right? I don't know. I don't know.\ncustomer: 0-333-333. 4-2-2-178 2-178. 2-178. Okay, 0-3-3. Okay, so may I make an appointment through the website or... Okay, so, may I, uh, make an appointment through the website or...\nclient: You'd have to call them, unfortunately. I don't know. No, you'd have to call them, unfortunately. Okay, thank you. No, no, you'd have to call them, unfortunately. Okay. Thank you. No, no, no, you'd have to call them, unfortunately. Okay. Thank you. No, no problem.\ncustomer: Thank you. Bye."</li><li>"client: Thank you for calling [NAME], partner [NAME].\ncustomer: carried out gases detection on winter and water supply pipe between internal and external stopcock.\nclient: Please listen to the options carefully, so we can get you to the right team. If you need any help with a draining problem, press one.\ncustomer: Well they detected it.\nclient: If you require our plumbing services, press two. Or if you have an existing home care policy, it's three. I'm sorry I didn't get anything if you need any help with a drainage problem press one if you require our plumbing services press two or if you have an existing home care policy it's three did you know that you can now book plus services online in a few easy clicks visit dino dot com for details alternatively please hold and your call will be transferred to a customer service advisor we record calls for quality and training purposes purposes\ncustomer: Okay.\nclient: Dino with one of the [LOCATION]'s leading plumbing and drain services. From blocked drains to burst pipes and busted boilers, we're here to help.\ncustomer: Hello [NAME]. I had one of your guys out today to look for a water leak on my drive. It was with the gas down the line and he confirmed there was a water leak that [ORGANIZATION] have told us but he couldn't find it and I'm sort of just stuck down. I've paid 552 pounds and I'm known none the wiser as to when he came out. I know there's a water leak before we got here I know there's a water leak now but I don't know where it is so I can fix it. Yes I've got a log number here 438585838\nclient: Okay and it was one of our engineers that came out you say. Yeah, can I take that from you, please? Yeah. Okay, thank you. And can I take the first one of your address and postcode, please?\ncustomer: [NAME].\nclient: Thank you. Can I just take your name as well, please? Thank you. Okay, so I'm going to bring the details on the job that was done. Lead detection. Okay, so the description I've got on here states that the engineer has been out and he's done what he could do and he's quoted on re-running the water supply to the property and fitting a new stockcock.\ncustomer: Yeah, but that's not telling me where the leak is because I could spend all that money and that may not be a problem. You said you were going to detect the leak and you haven't.\nclient: Okay.\ncustomer: You've told me exactly what [NAME] have already told me I have a leak, but you haven't detected it where it is. I've paid 552 pounds for what.\nclient: Okay, so can I just ask you then, what is it that you'd like us to do?\ncustomer: I find the leak you said there's a league why can't you find it I know I know it's not I understand that completely I understand it's not you personally you the company\nclient: Okay, so I'm just going off of, it's not me personally, I'm just off the engineer's note. Okay, so I'm, again, all I can do is go off the engineer. Okay, if I can explain, I'm just looking at the engineer's note. and the engineer has mentioned on it as I read through to you that he's carried out a gas leak detection on the water supply but he was not able to find the leak successfully. So he's done the tools that he had and the equipment that he had to look for that leak. Ultimately he's not been able to find it.\ncustomer: Right.\nclient: So we cannot find that leak so what he's advised is we can't find the leak so what we can do is we can offer you another service where we can quote you for rerunning the water supply but we are not able to find that leak so you paid the money for the work that we've done.\ncustomer: Yeah. Yeah, but you haven't. Yeah. Yeah, but you haven't. Yeah, but you haven't detected the leak.\nclient: No and again I reiterate that's what the engineer was mentioned we've done the new detection but we were unable to find the leak so you know you paid that money for that service that we have provided.\ncustomer: Right, okay. But running in a new supply pipe does not guarantee that that will sort out the problem. That's what I'm saying. Yeah.\nclient: I'm not an engineer so I can't advise that but I can only go off what I can tell the system I wasn't aware of the situation until you called a minute ago so I'm looking at the details and I'm seeing what the engineer is mentioned about the caller that you have today.\ncustomer: Yeah. Okay. Okay, that's fine, I knew you were going to say this. I just think it's disingenuous that you, you quote that you will find the leak and yes you told me there's a leak, but you know, I knew there was a leak, but you've not helped me in any way to find the leak. So, but I understand your company policy and thank you for explaining it to me.\nclient: No worse."</li><li>"client: Welcome to Dino. All calls are recorded for training and monitoring purposes.\ncustomer: I'm on your website looking at door handles for outside doors and try to replace a couple when I've worn out done tacky looking so they have to be sort of the same one or very close so they don't have to start destroying doors. The thing is that most of them seem to be 48 middle on your site but there's a lot of dead length but I need to be about 210 high and\nclient: Sorry to interrupt. We are dino plumbing. I'm assuming you've got the wrong number if you're talking about doors.\ncustomer: door handles, yeah.\nclient: Yeah.\ncustomer: It's coming up this handle world.\nclient: Where are dino plumbing in lead?\ncustomer: Oh, right. Right, I don't know how I did that, thank you much. Mr. [NAME]. Thank you for your time. Sorry. I got ourselves. Bye."</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     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| 9     | <ul><li>"client: Thank you for calling [NAME], partners with [ORGANIZATION]. Please listen to the options carefully, so we can get you to the right team. If you need any help with a drainage problem, press one. If you require our plumbing services, press two.\ncustomer: So.\nclient: Or if you have an existing home care policy, it's three. Did you know that you can now book drainage services online in a few easy clicks? Visit dino.com for details. Alternatively, please hold and your call will be transferred to a customer service advisor. We record calls for quality and training purposes.\ncustomer: Hi, I'm ringing up. We've had you out to unblock a dodgy kitchen drain in the past, and it's decided to block again.\nclient: Yeah.\ncustomer: But there's one guy that has a very long rod, and that's the only one that will unblock our sink because of the angles of our sink. We'd like him to come out again, but there's no point someone else or him coming out unless he's got the long rods on his van. CB-22, 6RQ. Okay? Yeah.\nclient: Yeah, right. What I'll do, let me give you the direct number for the office where the engineers work from in your area, and you're probably best speaking to them directly. They're not open to eight, mind. They're on 01536.\ncustomer: Oh, hang on, let me just write this down. Oops. Up. Oh, not the right bit to write it on. Oh, 1, 536, 402, 371. 1, 536, 4,000, 3,71. 1, 536, 4,000, 3,71. 1, 1, 536, 4, 02371. Okay.\nclient: Yep, 402, 371. And they're open on 8. And they're open on 8. And that's it's okay.\ncustomer: Okay, lovely. Thanks for your help.\nclient: Right, nobody's, take care of 5.\ncustomer: All right, bye."</li><li>"client: Thank you for calling [NAME] partners with [ORGANIZATION]. Please listen to the options carefully so we can get you to the right team. If you need any help with a drainage problem, press one. If you require our plumbing services, press two. Did you know that you can now book drainage services online in a few easy clicks, visit [ORGANIZATION] for details. Alternatively, please hold and your call will be transferred to a customer service advisor. we record calls for quality and training purposes. Dino with one of the [LOCATION]'s leading plumbing and drain services. From blocked drains to burst pipes and busted boilers we're here to help. Our local teams of expert engineers are available across the [LOCATION] 24-7, 365 days a year.\ncustomer: You know I got a toilet blockage on the ground floor and you know when you flush you know I can see you know the ground floor toilet and the kitchen is nearby and if I look out through the kitchen window there is a manual cover and sometimes you know when I'm flashing I can see the waste is coming out so\nclient: Right, okay.\ncustomer: So you have a because I want to talk to someone who who says okay there is a problem you need a camera or you can jet jet pressure is and clear it so I want to somebody who can speak to me and you know give details do you have some technical person available now?\nclient: I can transfer you to the local office to speak to somebody else but what happens with Diner as much as you know there's no call-out charge basically the engineer would attend and assess the work and then he would speak to you about what the problem is and give you a price for fixing it so I could either book you in a job or I can transfer you to the local office if you want to speak to them a bit more about it for\ncustomer: Okay, what is the local office number? Yeah, it is a local office number.\nclient: Could I take your post code please and I'll find it out for you?\ncustomer: Yeah, it is early two.\nclient: [NAME], can you say that again, your post code? [NAME] to say that again, your post code?\ncustomer: L-E-26-S-A. Yeah. Yeah. One second, one second.\nclient: [NAME] 2, 6SA. Okay.\ncustomer: Oh, one second.\nclient: Okay, right, I've got the number here if you're ready. Yeah, it's 01536, 36, 46, 402, 402, 402, 402, 371, 371. Yep.\ncustomer: Oh, one second. Oh, one second. Oh, one, five. Yeah. Yeah. Yeah. Okay, that is 0153, 640, 2371.\nclient: Yeah, that's correct.\ncustomer: Okay, and, yeah, but this number doesn't seem to be lesser, because the number I called that is [NAME], oh, 116, the number that is [NAME], oh, 116, the number that you gave me is 0153.\nclient: If you just give them a ring, they'll be able to go through some more of the technical stuff with you if you want that information. I understand that, but it's a local office that's the closest to you where an engineer had come out.\ncustomer: Okay, okay, and okay, so, okay, you are doing all right. So I will speak to him and yeah, let me see what he says.\nclient: No worries.\ncustomer: Okay, ma, thank you.\nclient: Take care. Bye.\ncustomer: Bye bye."</li><li>"client: Thank you for calling [NAME] partners with [ORGANIZATION]. We record calls for quality and training purposes.\ncustomer: Oh, hi, my name's [NAME]. I'm calling from [ORGANIZATION], Out of Hours Repairs. I'm in desperate need of a plumber, please.\nclient: So are you a key account?\ncustomer: Yeah, we have an account.\nclient: So is it a key account?\ncustomer: Yes, it is. Key accounts at [LOCATION]. Credit [LOCATION] is the contact we've got.\nclient: Yeah, so if you email it over.\ncustomer: Yeah.\nclient: And have you made it over, I'll let them know it's on its way. What's the press code?\ncustomer: Postcode of site is Bravo 12 to [ORGANIZATION]. Is apartment, well it's an issue in the loft but it's affecting apartment 34.\nclient: Okay, yeah, be email it over then. There is someone on the key accounts and they'll pick that up straight away. Well, thank you.\ncustomer: Brilliant, thank you very much.\nclient: Bye."</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  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| 7     | <ul><li>"client: Thank you for calling [NAME], partners with [ORGANIZATION]. Please listen to the options carefully so we can get you to the right team. If you need any help with a drainage problem, press one. If you require our plumbing services, press two. Or if you have existing home care policy, three. Alternatively please hold and your call will be transferred to a customer service advisor. We record calls for quality and training purposes.\ncustomer: I'm trying to find out if you do a service we could show the camera down a loo to find out where a blockage is. I'm pretty sure it's lime scale but we want to know if it's in the pan or in the pipe work behind the pan before we decide to buy a new pan. And would you have a camera that you can put down that?\nclient: They do have cameras that they can have a look. So it's just trying to, you just want someone throw something down there at the moment of causing a blockage, is it?\ncustomer: Yeah, we think it's like a lime scale because there's a lot of a loop of lime scale in the actual pan itself.\nclient: Okay. Okay.\ncustomer: We have to keep checking that out. And the plumber said he's done quite a few around here. And he says the worst one he's had was where the lime scale bill took way to state where he couldn't even get a pencil for it.\nclient: Right, okay. So we can have somebody come out and have a look and see the issue is. Do you have any cover with [ORGANIZATION]? The right cover for plumbing and drains? Okay, and is this your judgment?\ncustomer: No.\nclient: Well, we have someone who can come out and try and look at a blockage.\ncustomer: How much would it be for, how much would it be to show the camera down the toilet?\nclient: So the way that it works is our price, we don't have any, we don't really charge for the coal house itself, however, our price to clear a blockage starts at a hundred and eighty pounds. which is inclusive of [ORGANIZATION]. So the engineer will come out. And that's the initial charge that we will make.\ncustomer: Yeah.\nclient: If there's anything more that the engineer thinks it needs to be done, then he will provide you with a quote for that. And you can decide if you want to go ahead. But if the engineer does any work, then our price, it's clear and a quote would be $180.\ncustomer: Okay, can I just leave it for now then and I'll see what I can do? Okay, thanks very much, huh? Cheers, bye."</li><li>"client: Good morning, Dino. How can I help?\ncustomer: Oh, hi there is Carrie calling from [ORGANIZATION]. I was wondering if I could arrange for a quotation to have a couple of drains unblock that run to a septic tank.\nclient: Couple comes on to run to a septic tank. Is the septic tank?\ncustomer: Yeah.\nclient: Is the septic tank empty or?\ncustomer: At the moment we're just waiting on a report back but we've got a feeling it's likely going to be full, potentially.\nclient: So what I would suggest is that tank is empty before we attend.\ncustomer: Yeah, okay.\nclient: The reason I say that obviously if all the drains are blocked and the tank is full, we're going to have nowhere to clear that blockage too.\ncustomer: Is that something you guys can do as well or?\nclient: No, unfortunately we don't empty septic tanks.\ncustomer: Okay, no that's fine. What I'll do, I'll just speak with my colleague because he might have had an update from the site anyway. And then if it is empty, then obviously we'll give you a call back just to kind of have\nclient: Yeah, I mean, is it a domestic property commercial property?\ncustomer: So it's one of our poultry farms that we've got down in [LOCATION]. So it's based in [LOCATION].\nclient: Where is [NAME]? Right, okay. That's fine. So the price is [ORGANIZATION]. Right, okay. That's fine. So the price is for us to do so.\ncustomer: No, I don't think it's too long distance. It's literally just the two that would just run in the run up to the septic tank. So I don't think it's a big strain, yeah.\nclient: massive. Okay, so prices for us to do so $175 for the first hour and 60 pounds per half are thereafter plus the [ORGANIZATION].\ncustomer: Yeah. Per half hour, yeah.\nclient: And then obviously we are payment on completion so as soon as it is done you will take payment from yourselves.\ncustomer: Yeah. That's not a problem at all. That's fine. Do you have like an email as well where I can request that on so we could get that as a quote on the system as well?\nclient: Yeah, if you send your inquiry to admin at [ORGANIZATION], which is B-O-W-Y-E-R, hyphen-D-R, hyphen drains, dot-com.\ncustomer: Yeah. Yeah. Yeah. Yeah. Okay, brilliant. I'll pop that over. I'll find out just the info on the tank itself and then we can go from there.\nclient: Yet no worries.\ncustomer: Great stuff.\nclient: Thanks.\ncustomer: Thank you very much.\nclient: Bye bye. Bye bye.\ncustomer: Take care. Bye."</li><li>"customer: Yeah, we're not.\nclient: Thank you for calling [NAME], partners with [ORGANIZATION]. Please listen to the options carefully, so we can get you to the right team. If you need any help with a drainage problem, press one. If you require our plumbing. Did you know that you can now book drainage services online in a few easy clicks, visit [ORGANIZATION] for details. Alternatively, please hold and your call will be transferred to a customer service advisor. We record calls for quality and training purposes.\ncustomer: It's me now. It's me now. I come in [LOCATION], [LOCATION], [LOCATION], [LOCATION]. Oh, hello, Dino. Would you be able to send somebody to clear my manhole? Oh, it's so blocked. It's insane. Actually, it's me and my neighbor have it. So, but it's overfly and I can't leave it until the morning. So I think it's time.\nclient: Overflow with sewage or just sewage.\ncustomer: It's like a sewage, yeah. I think it's my neighbors, it's not really mine, but it's on my garden.\nclient: Yeah.\ncustomer: Yeah, I've only got one toilet link to it and I think more is from his side, but it needs doing because... I don't know really who to call.\nclient: Right, okay. Is it a shared drain then? I'm assuming it is.\ncustomer: I was thinking this time I call you, come and clear it and then... will sort it out afterwards. So who should I call?\nclient: Well, the way we stand, I'll just explain. So as I say, the shared lines, the responsibility of the water board, they don't really let anyone else touch it. I mean, we can try and clear it from your side. However, it will be an attempt. It may not be successful and you'd get charged for the attempt, clear or not.\ncustomer: So who shall I call?\nclient: The water board, I can get you the number. What's the post code?\ncustomer: Is he Wessex Water? Ah.\nclient: Yeah, that'll be the one, yeah.\ncustomer: He isn't first.\nclient: that'll be the one if it's a shared line between multiple properties it's their responsibility yes that'll be the one they'll come out for free they'll stick some cameras down if the responsibility if the if the block is on the shared line they'll just clear it if it's on your side to all your neighbors side they'll tell whoever it is other than that we can try we can come out that's not an issue however\ncustomer: So this is Wessex Water sewage. How much is the cost?\nclient: As I say, we may or may not be successful when you get charged for the attempt, if it's a shared line. Today, on a Sunday, if we can get there before, so it depends when you get there. If we can get there before six, you'll be looking attempt 237, including that, after 6 286.\ncustomer: Oh God, okay. I'll try it with sex water then.\nclient: I mean what I'd do what I'd do is speak of the war support and then if the war support says right that's fine we'll be out within you know a time scale that you're happy with great if they say they're going to be out within 48 hours or something you don't want to wait then you might want to risk it no problems take care now\ncustomer: Okay, I'll try it with sex water then. Okay, all right, I'll do that then. Thank you."</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| 0     | <ul><li>"client: Thank you for calling [NAME], partners with [ORGANIZATION]. Please listen to the options carefully, so we can get you to the right team. If you need any help with a drainage problem, press one. If you require our plumbing services, press one. Did you know that you can now book drainage services online in a few easy clicks, visit Dino. For details. Alternatively, please hold and your call will be transferred to a customer service advisor. We record calls for quality and training purposes.\ncustomer: Hi [NAME], I was wondering you could help me. I'm at my mom and dad's house just now and it's their back garden is flooding with the rain and it was just to see if could have got some advice whether or not there's a blockage within their drain that's causing the water to the gathering. Okay.\nclient: Well, okay, I can book a job in to get some with the outs, that's all I can do. I can't sort of advise it.\ncustomer: Yeah.\nclient: It sounds like there is a book as if something's, is it just wastewater or is it toilet waste, it's overflowing?\ncustomer: Yeah. It's rain water. It's not disappearing. It's not disappearing down the drain.\nclient: [ORGANIZATION].\ncustomer: It's not disappearing down the drain.\nclient: Okay, no problem. So, is it, it's residential property, yes. And did they have any kind of account with Dino Road True, [ORGANIZATION]?\ncustomer: Oh, never thought about that. We'll do on a few minutes.\nclient: Well I can check it just takes a minute to check if you give me the post code yeah thank you and the first line of the address thank you and what would the name be if they have a contract on this property okay one minute right we've got\ncustomer: Okay, okay. Sure. G74, 3 years. [NAME] 1. 61. [NAME]. That's right, yeah, that's my mum.\nclient: Okay, one minute.\ncustomer: Thank you.\nclient: Now she's got home care, but she's only got home care one which doesn't cover drainage work. So I can book a new job in, but it would be payable.\ncustomer: Okay. Okay.\nclient: Now, is she aware of this that this would be a payable job?\ncustomer: How much is the call out and how is it? Okay. Okay. Okay. Okay. Can I just say that to my mom and dad.\nclient: Okay, basically there's no call-out to charge itself, but a standard unblocking of a drain is a fixed price of 180 pounds, that's 1-80, and that is inclusive of B-A-T.\ncustomer: Okay. Okay. Can I just go and say that to my mom and dad. Yeah. Okay. Okay. Can I just go and say that to my mom and dad. Yeah. Okay. Okay.\nclient: Yeah, not a problem.\ncustomer: Can I just go and say that to my mom and dad. Yeah. Okay. Thank you.\nclient: How are you yet?\ncustomer: Hello there. Yeah, they're agreeable to that, thank you.\nclient: Okay, no problem. But Diner Road have never been at this property before. And it's 61.\ncustomer: No.\nclient: So who would be paying the bill for this then? Sorry.\ncustomer: [NAME].\nclient: [NAME], right? OK. So just go for 61. Okay, I just need now a contact number that can either be, [NAME] or yourself, whatever's easiest. Yep.\ncustomer: Yep, I'll give you mine. I'm [NAME] the daughter. 0750, 668 38666. That's correct.\nclient: Yep.\ncustomer: That's correct.\nclient: Yeah. Okay, I'll repeat. O-750, double-6-838. And what's your name again, sorry? Right, is it possible to take an email address as well, [NAME]?\ncustomer: Sure, it's Muir, M-U-I-R-G with a G-7 at [ORGANIZATION].\nclient: Yep. Thank you. Right, one last question, [NAME]. How did you hear about [NAME] today?\ncustomer: Oh, just I've seen the vans about and obviously a way of what you do.\nclient: Right, so just to clarify now, you're saying it's the drains of overflowed outside, yeah, and it's just waste water, yeah.\ncustomer: It's just, well it looks like rain water in the backyard and it's just gathered and it won't drain under the, into the drain.\nclient: Okay, yeah, okay, but can they use the toilet and the bathroom facilities? Okay, one minute, I'll put the information in it, see what comes up. Okay, Julian, we can get some of the output. Unfortunately, the, the, um, got so many bookings on. The earliest available slot at the moment would be Thursday morning. Do we look at him for Thursday morning?\ncustomer: Okay.\nclient: So an engineer will call from the, um, his club, right, where he will call you, he'll be any time between 8 and 1 on Thursday the 5th.\ncustomer: Yeah, that's fine, that's great. Thank you.\nclient: Okay. Cheelian. Okay, thank you very much. Have a good time now.\ncustomer: Thanks very much. Thank you. Bye bye. Bye."</li><li>"customer: the rules that start to the public on the side of the house and come back into the cup.\nclient: Thank you for calling [NAME], partners with [ORGANIZATION]. Please listen to the options carefully, so we can get you to the right team. If you need any help with a drainage problem, press one.\ncustomer: I was the rest but she might only get it.\nclient: If you require our plumbing services, press two.\ncustomer: That was like that. That was the same as a problem.\nclient: Did you know that you can now book drainage services online in a few easy clicks, visit Dino. For details. Alternatively, please hold and your call will be transferred to a customer service advisor.\ncustomer: in [LOCATION]. Well, we're going to do so basically meant that he didn't leave the country until the same thing.\nclient: We record calls for quality and training purposes.\ncustomer: Well, we have two toilets. We have two toilets where the sewage from the toilet is coming up. Is this something that you could help us with, please?\nclient: Yeah, do you have a home care cover with [ORGANIZATION]?\ncustomer: A what?\nclient: A home care cover?\ncustomer: No, we don't.\nclient: Okay.\ncustomer: I thought you guys had died no roared.\nclient: Our price, yeah, we are, and we are working with [ORGANIZATION]. So the first question is, it is to find out if you are a British Gas customer. So our price for Sunday evening is $286, cash or card upon completion and the price includes the 80s.\ncustomer: Okay, that's fine.\nclient: Could you please provide me the pause call?\ncustomer: [NAME], 6 [NAME].\nclient: Yeah. He booked with us before in 2022 under the name Christian. Okay, it was last time under the billing account, property inside [LOCATION].\ncustomer: Yes, it is. Inside [LOCATION], yes it is.\nclient: Is it still the same? Okay, let bear me a second so I can extract first the date from here and transfer it to a new booking, okay?\ncustomer: It is still the same. Okay. Okay. Thank you. Okay, thank you.\nclient: This is still the same contact name with Christian.\ncustomer: You can call me, that's fine, but Christian is fine. Do you have his number ending with double zero?\nclient: Okay, yeah, I have here telephone number 07439300.\ncustomer: Yeah.\nclient: Okay, so it's blocked, drain, over 07439300.\ncustomer: Yes.\nclient: Okay, so it's blocked, drain overflowing inside of the property, yeah.\ncustomer: Yes.\nclient: Any COVID at the site. COVID love [ORGANIZATION].\ncustomer: COVID, no. Sorry.\nclient: No.\ncustomer: So, Christian is obviously, you know, we are the Latin agent managing this property, but to get into the flat, my tenant is there.\nclient: Yeah. Yeah. Okay. Okay.\ncustomer: Yeah? So we will make the payment to you.\nclient: Yeah, once the engineer will use a number we have in the system, the one ending with 300, unless you want to give another number.\ncustomer: Okay, no, no, that's fine.\nclient: In that number, we receive a job reference number and on that number, the engineer will call for updates and also to make the payment.\ncustomer: Okay, thank you very much.\nclient: So do I keep the same number?\ncustomer: Yes, please.\nclient: Okay. Okay.\ncustomer: Yeah.\nclient: Okay, yeah, the job has been confirmed, so you should receive that person will receive a message in their mobile number with a job reference number, followed by the call from the engineer before arriving at the property. Is there anything else to me to add?\ncustomer: No, but how long would the engineer take?\nclient: This will be tonight, a couple of hours, few hours. We don't know until there will not be a sign of, yeah.\ncustomer: Okay, okay, thank you very much. So up to two hours I can tell my tenants, yes? Okay, thank you. Okay, thank you."</li><li>"client: Thank you for calling [NAME], partners with [ORGANIZATION]. Please listen to the options carefully so we can get you to the right team.\ncustomer: Uh, that's not.\nclient: If you need any help with a drainage problem, press one. If you require our plumbing services, press two. Or if you have an existing home care policy, Did you know that you can now book drainage services online in a few easy clicks? Visit dino.com for details. Alternatively, please hold and your call will be transferred to a customer service advisor. We record calls for quality and training purposes.\ncustomer: Hi, good morning. I wonder if I could get someone out to looking to a slower water cleaning issue. Well, yeah, go on, sorry.\nclient: Okay.\ncustomer: [NAME] is, yes. Sorry.\nclient: And is this your own premises?\ncustomer: So, eh? [NAME] is, yes.\nclient: Okay. And do you have landlord covered with British Gas or [NAME]?\ncustomer: Sorry. Do you have a landlord account?\nclient: Do you have a British Gas? Yeah, a landlord account.\ncustomer: No.\nclient: Okay. Can I set a postcode where the property is?\ncustomer: Yeah, E for [ORGANIZATION], 14, 14, 4 A for Alpha, A, for 30. D106, 14, Harpsmere Road.\nclient: and the first time of the address point.\ncustomer: That's right, yes.\nclient: And can it take your name, please? Okay. And they're the best phone number for you, please. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah.\ncustomer: 119. Okay. Okay.\nclient: Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah.\ncustomer: H4-A-4-Ders. [NAME].\nclient: Yeah. Yeah. Yeah. Yeah. Okay.\ncustomer: [ORGANIZATION], U4 Uniform.\nclient: Okay.\ncustomer: [NAME]. H-For Hotel, [NAME], [NAME], so that's [NAME], at [ORGANIZATION].\nclient: Okay. Okay. Okay. I'm. Okay. I can just ask how did you hear about down about it?\ncustomer: Okay. My plumber recommended here.\nclient: Yeah. Okay. Can I just ask how did you hear about\ncustomer: So the shower water is not draining well, so it just overflowing really quickly so it's out missing water as well.\nclient: Let me check they're available.\ncustomer: Okay, the painting in the property is it, has it just a mobile number, I don't know if it is what, just noting their number just in case.\nclient: Right.\ncustomer: But I guess we'll talk about that when you set up a permit, if there is anything I've got about fine. Just need to double chip with the tenant. How about Thursday? Is there anything available on Thursday, please?\nclient: Yeah, Thursday afternoon.\ncustomer: Roughly what time, please?\nclient: Between one and six?\ncustomer: Or is it like, one in six? Oh, okay. That should be okay.\nclient: Right.\ncustomer: I'll let him know about the timing.\nclient: Okay, so the engineers call you and they're on the way. They'll go around and do an inspection. If they're inspection on cart at three, so the guys can have a look, then they'll call you back just to tell you what the problem is, confirm the price with you and make sure that you're happy for them to do it.\ncustomer: Yeah, okay.\nclient: And if they do anything chargeable, it's just a cash-a-car payment to them when they're finished.\ncustomer: Okay, okay. Okay, okay. Would you be able to, would I be able to make it over the phone as if I won't be on the property?\nclient: Yeah. All right then.\ncustomer: All right, okay, perfect. Yeah, cool, absolutely. Sounds great.\nclient: That's all being booked now.\ncustomer: Yeah.\nclient: Yeah. All right, then. Yeah. All right, then.\ncustomer: So it's all sorted then, yeah.\nclient: That's all been booked now.\ncustomer: That's where you can't see.\nclient: Yeah. All right, then.\ncustomer: Thank you. I appreciate it.\nclient: That's a lot."</li></ul> |
| 6     | <ul><li>"Client: Thank you for calling Dino Rod partnered with British Gas. Please listen to the options carefully so we can get you to the right team. If you need any help with a drainage problem, press one. If you require further assistance, please note you can now book drainage services online in a few easy clicks. Visit dino.com for details. Alternatively, please hold and your call will be transferred to a customer service advisor. We record calls for quality and training purposes. \nCustomer: Hi, can I\nClient: How may I help\nCustomer: Yeah. I'm calling from Acer Eye Clinic in [PII]. Um, I'm calling because we've got, we've had um, several issues with our public toilet that we've got here in store over the last couple of weeks. Um, but today it's completely blocked and the water is up to the rim of the toilet.\nClient: Right, ok. We should be able to have a look at that. Have we ever been out to you before or would this be the first time?\nCustomer: Not that I'm aware of.\nClient: Ok. Let's grab some details and um we'll get everything um set up. What's the postcode there?\nCustomer: it is [PII]\nClient: Yeah. Wait a moment just to set everything up in here. And also, I take it this is just something that will need to be paid for? Is it there's no like British gas business cover or anything as far as you know?\nCustomer: Yes, that's right.\nClient: Ok, no problem. That's fine. And sorry, what was the name of the business?\nCustomer: Aces Eye Clinic.\nClient: Yes, no problem. That's fine. And in terms of like, the sort of invoicing billing side of things, is it all under the same address? It doesn't need like a separate head office address or anything, as far as you know?\nCustomer: Um, let me just check that for you. Yeah, you can put the invoice through into us and then we will forward it on to the people who pay.\nClient: Right, ok. No worries at all. And Do you have a contact email at all?\nCustomer: Yes, you can put my email down if you like. Let me grab it. Will that just be for the appointment that's booked or...?\nClient: Yeah it's not marketing or anything, It's just for if any quotes are needed or anything like that. It's purely to do with just this job.\nCustomer: That's fine. The email is [PII] at Aces Eye Clinic.co.uk.\nClient: Perfect. Thanks for the confirmation. And one last thing, how did you hear about us? Just so I can complete this inquiry.\nCustomer: Yeah, I believe it was through acquaintances and such. Friends have utilized your services.\nClient: Alright. I'll note that down. Now aside from that, are there any access restrictions or specific timings we should adhere to when visiting your location? \nCustomer: We're only here from half eight until five every day. And the best contact number is this one that I'm using right now.\nClient: Great. Ok then, I'll get this straight over to our local office now. They'll give you a call back in a few minutes just to confirm everything. We'll get out there ASAP. Hopefully, we can get this sorted today for you. They will also go through costs and confirm everything with you.\nCustomer: Brilliant, thank You.\nClient: You're welcome. Bye.\nCustomer: Bye."</li><li>"customer: get some more pizza.\nclient: Thanks for calling Dino Plumbing. Please note all calls are recorded for training and monitoring purposes. Please hold while we connect you to a member of our team. We'll be with you in just a moment. Good afternoon, dino plumben.\ncustomer: Hello, afternoon. Is it Diner Road? Oh, uh, yes.\nclient: There's dino plumben. So, there's dino plumben.\ncustomer: I'm calling from R, uh, yes.\nclient: So there is dino, is it dino rods that you require? It is, okay. And can I ask what post-code every, the property?\ncustomer: It's, I'm calling from R, H. H. H. H. A, no, [NAME] 7, 6E. P.\nclient: I'll see if I can transfer you free to the local office, bear with me.\ncustomer: Yes, please. Okay, thank you.\nclient: Thank you. [ORGANIZATION], part of the [ORGANIZATION] franchise group, is your local plumbing partner. We've managed emergencies across [NAME], [NAME], [ORGANIZATION], and [LOCATION] since 2005, offering 24-7 attention for everything from leaky taps to bathroom installations. Need a helping hand. Welcome to [NAME] [LOCATION]. Please note all calls are recorded for training and monitoring purposes. Please choose from the following options. Press option one to book a job. It's two for accounts and option three for anything else. Welcome to [LOCATION] region is a franchise of [LOCATION], experts in [LOCATION].\ncustomer: Hello, I'm [NAME] from [LOCATION].\nclient: Good afternoon, [ORGANIZATION]. How can I help?\ncustomer: We have a blocked drain and I like to book an appointment, please.\nclient: Can I grab a post code and I have a look when I can get somebody out to you?\ncustomer: It's [ORGANIZATION]. R-H-7. R-H-7. R-H-7. So, you do?\nclient: H we don't deal with that area.\ncustomer: Or-H-7. So, here you do?\nclient: We do [LOCATION]. We don't deal with that area. We do [LOCATION]. You'll have to ring another company.\ncustomer: Oh, could? Okay.\nclient: Let me just grab the post code for you.\ncustomer: Okay.\nclient: Okay, have you got a pen on a piece of paper ready? So it's 01342. 885 36464. That's [NAME].\ncustomer: over 364 and what is the company name. I know road link field. Yeah, that's the one I want. Thank you. Okay. Thank you."</li><li>"Client: Thank you for calling Dino Rod partners with British Gas\nCustomer: Mm\nClient: Please listen to the options carefully so we can get you to the right team if you need any help with a drainage problem Press [PII] if you require our plumbing services Press [PII] did you know that you can now book drainage services online in a few easy clicks Visit dino.com for details Alternatively please hold and your call will be transferred to a customer service advisor We record calls for quality and training purposes Welcome to Dino My name's [PII] How can I help\nCustomer: hi I'm just wondering if I could get um, book a, a visit for doing a AAA drain clear and um, a a possible CCTV survey on it\nClient: Ok. We should be able to have a look at that for you. Um, Is this for a home or is it for like a workplace?\nCustomer: It's for a home\nClient: Ok. Doke. No problem at all. And do you have any British gas cover for the drains or is it just something to pay for?\nCustomer: It's just something to pay for\nClient: Ok. Let me grab some details then, um we'll see if we getting it sorted. What's the postcode for the property?\nCustomer: Uh so it's [PII]\nClient: Yep, and what's the first line on the address?\nCustomer: It's [PII]\nClient: Mhm, and is it your own home? Do you own it and live in it, or…\nCustomer: No, we're working on it. The landlords requested this.\nClient: Right, right. Ok, no worries at all. That's absolutely fine. And whose name is going on the booking? Is it going under the landlord's name or are you sorting it all?\nCustomer: Uh, yeah it's going under my name.\nClient: No worries, that's absolutely fine. What's your name?\nCustomer: So it's [PII]\nClient: Yup\nCustomer: and it's [PII]\nClient: Ok, no worries at all. That's absolutely brilliant. And do you have a contact email at all?\nCustomer: Yeah, so it's [PII].\nClient: Yep.\nCustomer: and then it's five letters which is [PII].\nClient: Mhm.\nCustomer: [PII] dot co.uk\nClient: Now, which drain is it or is it just sort of checking all of them?\nCustomer: Uh, well it's a drain at the rear really. But it's um, it's full of sludge and um, the the landlord seems to think that there might be an issue and that's why he wants it cleared and then a survey.\nClient: Ok. No problem. I'll just assign your details to our drains team. And in terms of the best contact number, is that the one that you're ringing from?\nCustomer: Yeah ending in [PII].\nClient: Yeah, that's fine. I'll just copy that over into the system. Go. And is it for as soon as possible, or have you got particular days?\nCustomer: Well, I mean how does it work? Cos I've never used it before. Do you have an engineer for me? Cos we've got to have somebody on site you see.\nClient: Ok, what I'll do is I'll pop the details over to the local office, and they'll give you a call back. It should only be sort of 10 or 15 minutes. They'll have a word with you to see what works best for you, when we've got CCTV availability, and we can go from there. But what I'll do is I'll just note down ASAP at the minute.\nCustomer: Ok\nClient: And they can just have a look at when the first availability is. They'll give you a call back in a few minutes and just have a word about costs and everything, and availability, and we'll get it all booked in for when it works. \nCustomer: That's great. Thank you very much.\nClient: No problem at all. We'll be in contact shortly.\nCustomer: Ok, see you later.\nClient: Thank you. Bye\nCustomer: Bye.\nClient: Bye.\nCustomer: Bye.\nClient: Bye."</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              |
| 10    | <ul><li>"client: Thank you for calling [NAME] partners with [ORGANIZATION].\ncustomer: Anywhere else?\nclient: Please listen to the options carefully so we can get you to the right team. If you need any help with a drainage problem, press one. If you require our plumbing services, press two. Did you know that you can now book drainage services online in a few easy clicks, visit [ORGANIZATION] for details. Alternatively, please hold and your call will be transferred to a customer service advisor. We record calls for quality and training purposes.\ncustomer: Hello?\nclient: Dino with one of the [LOCATION]'s leading plumbing and drain services. From blocked drains to burst pipes and busted boilers, we're here to help.\ncustomer: you.\nclient: Our local teams of expert engineers are available across the [LOCATION] 24-7, 365 days a year."</li><li>"customer: Hi there, I'm just phoning up.\nclient: Thank you for calling [NAME], partners with [ORGANIZATION].\ncustomer: I've been advised over the weekend there's been a drainage problem at the property I'm managing [NAME].\nclient: Please listen to the options carefully, so we can get you to the right team.\ncustomer: This has caused a foul water to flood one of the apartments in the building.\nclient: If you need any help with a drainage problem, press one.\ncustomer: I'm seeing if you've got any engineers available today in the area of sort of SW4 to attend and clear a block is in the communal stack pipe.\nclient: If you require our plumbing services, press. Did you know that you can now book drainage services online in a few easy clicks, visit Dino.\ncustomer: Super, already, thank you.\nclient: For details. Alternatively, please hold and your call will be transferred to a customer service advisor. We record calls for quality and training purposes. I'll be doing the job, they can tell straight away what their availability is. Two seconds. Oh, Oh, yeah. Oh, yeah. Oh, yeah. Bea. Oh, yeah. B."</li><li>"client: Thank you for calling Dino Plumbing. Please note all our calls are rewarded for monitoring and training purposes. First one for an update on parts. Press two for an update on your appointment. Press three to discuss an ongoing complaint and press four for sales. Thank you for calling Dino Plumbing. Please note all our calls are recorded, monitoring and training purposes. Press one for an update on parts. Press two for an update on your appointment. Press three to discuss an ongoing complaint and press four for sale. Thank you for calling Dino Plumbing. Your call is your call.\ncustomer: You're all.\nclient: Your call is Dino Plumbing. Your call is very important to us. All of our agents are currently busy assisting other customers. Please continue to hold and the next available agent will take your call. Alternatively, you can email your query to Office at Dino East London.com. Thank you're calling Dino Plumbing. Your call is very important to us. All of our agents are currently busy assisting other customers. Please continue to hold and the next available agent will take your call. Alternatively, you can email your query to Office at Dino East London.com Thank you for calling Dino Plumbing. Your call is very important to us. All of our agents are currently busy assisting other customers. Please continue to hub and the next available agent will take your call.\ncustomer: Oh.\nclient: Alternatively, you can email your query to Office at Dino East London.com. All of our agents are busy helping other customers. At the tone, please record your message. When you may hang up or press a hat key for more options.\ncustomer: you're Okay. You're\nclient: You have exceeded maximum voicemail duration. Your message will be deleted unless you press three to save it."</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     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| 2     | <ul><li>"client: Thank you for calling [NAME], partners with [ORGANIZATION]. Please listen to the options carefully so we can get you to the right team. If you need any help with a drainage problem, press one. If you require our plumbing services, press two. Or if you have an existing home care policy, it's three. Did you know that you can now book plumbing services online in a few easy clicks? Visit dino.com for details. Alternatively please hold and your call will be transferred to a customer service advisor.\ncustomer: Oh.\nclient: We record calls for quality and training purposes.\ncustomer: Hello, [NAME], I hope you can. My name is [NAME]. Can you please check that your plumbers are coming out to 57 Summer Field Avenue and give me an approximate time? I've been waiting since 7 o'clock this morning. And I can't, yeah, you probably did.\nclient: Yeah, I spoke with you earlier, I believe.\ncustomer: Yeah, if you can get him to come out, yeah, if you can get him to come out because I can't even have a shower or anything, you know, and I'm running out.\nclient: Yeah, so he will be coming to you, I can promise you that. It's set as the emergency, it's the highest priority we can make it. It's just that he had that other emergency job to attend to before. Yeah, I know.\ncustomer: I had a half a kettle of water, some even running out of water to have a coffee or anything with. So can you please hurry him on?\nclient: Yeah.\ncustomer: I know I'm impatient, I know you're dealing with the public and they're bloody awful to deal with, but on this occasion I'm part of the public, please help.\nclient: Absolutely, absolutely.\ncustomer: Okay, thank you. Thank you very much indeed.\nclient: No problem at all.\ncustomer: Thank you.\nclient: We'll be with you. We'll be with you as quickly as we can promise you that. Absolutely.\ncustomer: Please, in two seconds if possible.\nclient: No problem at all. We'll be with you as quickly as we can promise you that.\ncustomer: Okay, thank you. Yeah, okay, bye for now, bye.\nclient: Bye bye."</li><li>"client: Thank you for doing [NAME], [ORGANIZATION], [ORGANIZATION]. Please listen to the options carefully, so we can get you to the right team.\ncustomer: Oh, thank you.\nclient: You need any help with a drainage problem, press one. If you require our coming services, press two, or if you have an existing home care policy. Did you know that you can now book drainage services online in a few easy clicks, visit Dino. For details. Alternatively, please hold your call will be transferred to a customer service advisor. We record calls for quality and training purposes.\ncustomer: Yes, hi there. I hope you can help. I spoke to a colleague of yours a few moments ago regarding a blocked sewer drain and a quote and a quote and a quote and said you have someone out before six because sewage is coming out. Is that okay to book that in please?\nclient: Yeah, we're going to get an appointment button.\ncustomer: So it's the sewer drain, so there's a development of eight properties, six of which are being lived in and it's the drain that runs outside the front of those properties in a private road.\nclient: Is it your home address where you live? Right, bear with me one moment. Let me put you free to that office. Lots of postcode of the property. Right, let me put you directly through to them.\ncustomer: It's C.M. 7, the beginning of a post code. [NAME] 7. 8. [NAME] 7.\nclient: And then what's the rest of the postcode? Thank you.\ncustomer: 8. [ORGANIZATION] to be at Bravo.\nclient: Okay, I'm just going to transfer you directly free to it off, they'll be able to advise them to get out for me one moment. Good afternoon, [NAME].\ncustomer: Yes, hi there. I've got a blocked sewer drain.\nclient: Okay, what was the postcode?\ncustomer: I'd like to book somebody to come and have a look at that, please, to clear it and give it a jet.\nclient: Yep.\ncustomer: It's [NAME] 77, 8 [NAME].\nclient: Okay, was it just a house code? Yep. Okay. Was it just a house or was it a commercial building? Yep. Right, okay, let me hope for you.\ncustomer: So it's residential.\nclient: The thing that we have at the moment be Friday, if that's any good.\ncustomer: There's six houses, the new builds, and it's the drain that runs in front of those.\nclient: The only state that we have at the moment be Friday, if that's any good. The soonest date that we have at the moment would be Friday, if that's any good.\ncustomer: Sorry? I spoke to a gentleman from your company a few minutes ago, about 10, 15 minutes ago and he said that because sewage was coming out through the drain cover, he'd be able to have somebody out by 6 o'clock this evening.\nclient: Right. Do you know who it was that you're speaking to? Right.\ncustomer: I literally spoke to about about 10, 15 minutes ago.\nclient: Okay, let me just check. You could just hold one moment. Thank you.\ncustomer: Yeah sure no problem.\nclient: Oh. Oh. So,\ncustomer: Thank you.\nclient: Hello. Hi, yeah, thanks for holding. I'm not too sure who was that you spoke with, but it doesn't matter. What was the first line of the address? Is there your number or house name at all?\ncustomer: Hi there. That's all right. It's Braintree Road, quest in.\nclient: Okay, right that's fine. There. And is there? And is their name? And is their name that I can put on to the job?\ncustomer: So I live at number 17 but I'm at work so the guy that is at home right now that can meet your guy is a guy called [NAME] that lives at number 12.\nclient: And is there a name that I can put onto the job? Lovely and the best contact number. Yeah.\ncustomer: Yeah, so the guy that's waiting is [NAME]. So it's [NAME] and their surname is He, A, T, H, O, R, N. You can mean me like just my number. So it's 07963, 598, 446.\nclient: and it was just a blocked drain. I cannot have a problem I'll pop that on for you and then the engineer will go call when he's on his way.\ncustomer: Yeah, it's a new build, so it's just a locked rain. It just needs to be cleared and jaded, really.\nclient: Within the next couple of hours it should be, depending how we get one, but yeah, yeah, it should be within the next couple of hours, yeah, but it will give you a call on the way.\ncustomer: Perfect, you know, a rough time just let the guy know.\nclient: All right then, that's the case, no problem. Thank you, you too. Bye.\ncustomer: Okay, that's right. No, just so he knows to wait in, that's all. That's fine, so a couple of hours is fine. Brilliant. Excellent. That's fantastic. Thank you so much for your help. I really appreciate it. Cheers. Take care. Have a good day. Cheers. Bye."</li><li>"client: Thank you for calling [NAME]. Press one for drains or two for accounts.\ncustomer: Yeah, good afternoon. It's [NAME] here again. I'm just wondering if anybody's coming to our drains today. Is it you I spoke to this morning?\nclient: [ORGANIZATION] is it?\ncustomer: Yeah, an IP year. Are they?\nclient: Yeah, I'm just trying to sort it out now because the vans are all over the place at the moment, but I'll let you know, yeah, I'm trying to sort out if I can get two of them together.\ncustomer: Good. So will it be today, do you think?\nclient: So I don't know, like I say, it depends how long they're on other jobs, that's the thing as well. It's not that easy to work it.\ncustomer: Tell that [NAME] to go, tell that [NAME] to get his finger out and get over here.\nclient: [NAME]'s in scum so unfortunately yeah so I'm doing my best for you but it's not it's not that easy get in the van's and depending on how long they're on each job she see sometimes they're on half an hour they can be on two hours so\ncustomer: Is he? Yeah, right. Okay. Please do, yeah, because we're in a bit of a mess to be quite honest. Yeah. Yeah, yeah. Okay. Please do, yeah, because we're in a bit of a mess to be quite honest. We, yeah, if it's not today, will it be tomorrow?\nclient: uh... yeah i'll do my best for tomorrow i'm trying my best for today but i'll let you know i'm just like working i'm working around it at the moment yeah i will like i'll let you know yeah\ncustomer: Yeah, okay, I'll leave it with you. Yeah, okay, I'll leave it with you then if it's asked to be tomorrow if you can just let us know, because we're out tomorrow morning."</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           |
| 5     | <ul><li>"Client: Thank you for calling Dino Rod partners with British Gas. Please listen to the options carefully so we can get you to the right team. If you need any help with a drainage problem Press [PII], if you require our plumbing services press [PII] or if you have an existing home care policy it's three. Did you know that you can now book plumbing services online in a few easy clicks? Visit dino.com for details. Alternatively, please hold and your call will be transferred to a customer service advisor. We record calls for quality and training purposes. Please tell me your date of birth.\nCustomer: 23 09 1965\nClient: Thanks, you're through to [PII]. My name is [PII]. How can I help?\nCustomer: Hello. Um, I had Dino um a couple of months ago to fit a pump for my shower and I think there's something wrong with the pump. It's like when we first had it installed it would click on, you know, when we put the taps on or the shower. But the past couple of days it's like literally clicking on for a few seconds, clicking off and then a couple of minutes later it's clicking back on again and it's doing it constantly.\nClient: Ok, and what's the postcode to your property?\nCustomer: It's [PII].\nClient: And what's the first line of your address?\nCustomer: Um, [PII].\nClient: And who am I speaking to, please?\nCustomer: Uh, [PII].\nClient: Alright, so make sure, was this under your British Gas policy or was it a pay job?\nCustomer: It was a paid job. So, I booked it initially through British Gas but then I paid Dino Direct for having the work done.\nClient: Ok. Let's see. I'm going to give you a number to call. This is the number to the office and they will be able to assist you. So this would have been the Plumbing office that installed it. Do you have a pen please?\nCustomer: I do. Yes.\nClient: So it's [PII].\nCustomer: Yeah. \nClient: [PII].\nCustomer: [PII].\nClient: [PII].\nCustomer: [PII]. Do they work today? Do you know?\nClient: Um, they should be open today. \nCustomer: Yeah.\nClient: If I'm not mistaken.\nCustomer: Right. Ok then. Thank you.\nClient: No worries. Cheers.\nCustomer: Bye.\nClient: Bye bye."</li><li>"client: Hello, [NAME].\ncustomer: Yeah, I've done, I've got a customer complaints or customer services department.\nclient: Um, you got to put a complaint in [NAME].\ncustomer: Yeah.\nclient: Okay, what's it regarding? Yeah, that's one of our, that's one of our, that's sort of a franchise, yeah.\ncustomer: What have you all franchise? Have you heard of our and, H-A-N-D? Yeah, they're just the way that's behaved and we've had a job done by them. And it's been a really difficult experience. I just want to speak to somebody about it.\nclient: Okay then I think what the best thing to do is for you to contact a head office because we're a different franchise we don't know anything what goes on there sorry Let me just try and find it for you one second\ncustomer: What's their number at office? Yeah. Yeah. Yeah.\nclient: 2178. Okay, thank you. Bye.\ncustomer: Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah."</li><li>"client: Thank you for calling [NAME], partners with [ORGANIZATION]. We record calls for quality and training purposes. Hello, you flipped to [NAME]. How can I help you today?\ncustomer: Hi yes I just want to make a slight complaint about [NAME] not the service itself because I've never used it but we live up back a plane in [LOCATION] and every time the tree goes on this house they're using the neighbor's gardens to turn around in just because the open plan and it's totally inappropriate to be doing so.\nclient: Okay, yeah, get you through to the right office. What's the post code for the area? All right, I'll just get you through to the local office one moment.\ncustomer: 215 here we are. Thank you.\nclient: Welcome to [ORGANIZATION]. All calls are called for training and monitoring purposes."</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 |
| 8     | <ul><li>"customer: I just forgot my [ORGANIZATION]. He tagged I mean. Oh, hello. Last week on the 29th of August, one of your men came out to do my drain for me.\nclient: Hello, I'm Donoque, any check now.\ncustomer: Oh, hello. Last week on the 29th of August, one of your men came out to do my drain for me. Now the thing is, I was going to pay, I couldn't pay in cash because I didn't have it at the time. but he couldn't take a payment because his little machine thing wasn't working so he said I'll contact the office and then they'll contact you but no one's contacted me so the thing is I need to pay it and I haven't do not I mean so I don't know who I can give the details to to pay it I mean I have now been to the bank and got the cash out but it depends on whether he's passing in the area but if he's not I have got my card available here to pay someone\nclient: Oh, okay. Strange. Yeah, no, not a problem. Um... Yeah, but I don't believe. Um... Yeah, but I don't believe so, but I can, I can say go over the phone now if I need be, ah, if I can take a postcode, get it all sorted.\ncustomer: Okay, yeah, it's P.O-2, 9-E-T, Echo Tango.\nclient: Yep.\ncustomer: Yes, it. Yep.\nclient: Let's have a look. For number 132, from what I can see. Perfect was engineer [NAME], yeah. That's fine. And from what he's put on there, let's have a look, where much it's between nine? Where was that? Thursday. So I believe it is just the standard sort of 180, including the 80 there.\ncustomer: Right, yep, that's it, because it was, yeah, it wasn't that, are you too there?\nclient: Yeah.\ncustomer: Oh, sorry, the phone went dead then, sorry, I heard all that, I was on 180 plus V-A-T and then it was nothing. Sorry, yeah, okay, that's it, yeah.\nclient: Is there an email that I could take to get the receipt to you on?\ncustomer: Yes, it's Deb dot Palmer, P-A-L-M-E-R. Oh, yeah, you'd know that, wouldn't you? At 900.\nclient: Yep.\ncustomer: at gmail.com. That's Deb dot parmer 900 gmail dot com yeah at gmail dot com sorry yep yep\nclient: Perfect. Yeah, got it. It's right. Let's have a look. And yeah, if I could take the long card number which would never be ready there. Yep. Yep. Perfect. And the ex- diary for that one.\ncustomer: It's 0.9. 25. Take that again, sorry?\nclient: and then three on the back sorry. Perfect.\ncustomer: Oh yeah, it's 862. Oh, that's 862.\nclient: Make sure I then put that correctly. Yeah perfect that has all gone through and I'll get that receipt over to you now.\ncustomer: Oh, that's brilliant. Thank you so much.\nclient: No problem at all.\ncustomer: Thank you.\nclient: Thank you very much.\ncustomer: Thank you. Thank you.\nclient: Thank you.\ncustomer: Thank you."</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  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| 4     | <ul><li>"client: Thank you for calling [NAME], partners with [ORGANIZATION]. Please listen to the options carefully, so we can get you to the right team. If you need any help with a drainage problem, press one. If you require our plumbing. Did you know that you can now book drainage services online in a few easy clicks, visit [ORGANIZATION] for details. Alternatively, please hold and your call will be transferred to a customer service advisor. We record calls for quality and training purposes.\ncustomer: Hello, I have a semi-emergency. It's not life or death, but it's not far off. So we're training center, and one of the pipes under the building, the piercally appears to be blocked, so we can't use anything until it's unblocked.\nclient: Now, I think it's just a bit more than a sense, you know, when you're going to go.\ncustomer: And the line just keeps breaking up. I don't know if you can hear me, okay? I can't really make out what you're saying. I think you said you'll give me a call back."</li><li>"client: Thank you for calling [NAME] partners with [ORGANIZATION]. Please listen to the options carefully so we can get you to the right team. If you need any help with a drainage problem, press one. If you require our plumbing services press two, or if you have an existing home care policy, it's three. I'm sorry I didn't get anything we record calls for quality and training purposes please enter your account number using your telephone keypad ignoring any letters then press the hash key\ncustomer: uh...\nclient: or if your account number includes letters, please enter the numbers only. I'm sorry, I still didn't understand. Please enter your account number using your telephone pad, then press the hash key. Your account number may start with 85 or 91, or it may start with letters.\ncustomer: Hmm."</li><li>"client: Thank you for calling [NAME]. Our calls are recorded for training and monitoring purposes. Please choose from one of the following options. Press one for a new blockage or service. Press two for an existing or complete service. Press three for accounts. Press four for reception. If you know the extension number you are calling, please. Oh, down a road.\ncustomer: Yeah, my name is [NAME]. I'm calling from I had a lot of great family. and we've got a bit of a bunch in some of our toilets.\nclient: You did kind of break up there. Did you mention it was a primary school? Sorry, you did kind of break up there. Did you mention it was a primary school? Lock v. integrated primary school. Give me a second. And what's the issue you're having? [ORGANIZATION]'s blocked.\ncustomer: Yeah, it says the female staff toilets, the water just doesn't drain in the way.\nclient: Just making a note of this. And what about manhole access? Are there manholes that what can... Are they internal any of them? Hello? Hello? Hello?\ncustomer: You can't."</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          |

## Evaluation

### Metrics
| Label   | Metric |
|:--------|:-------|
| **all** | 0.5307 |

## Uses

### Direct Use for Inference

First install the SetFit library:

```bash
pip install setfit
```

Then you can load this model and run inference.

```python
from setfit import SetFitModel

# Download from the 🤗 Hub
model = SetFitModel.from_pretrained("automated-analytics/setfit-paraphrase-mpnet")
# Run inference
preds = model("client: Thank you for [NAME], partners with [ORGANIZATION]. Please listen to the options carefully, secure the right team. We record calls for quality and training purposes. Please enter your account number using your telephone keypad, ignoring any letters, then press the hash key. Just use your telephone keypad to enter your account number, then press the hash key.
customer: I'm trying.
client: This may start with it. Okay, just a moment whilst I look that up. I'm afraid that account number doesn't match our records. Please try again. Okay, just a moment whilst I put that up. Please enter your phone number using the telephone teapad.
customer: Thank you.
client: I'm sorry, I didn't understand. Try entering your phone number. I'm sorry, I still didn't understand. Please by entering it again.")
```

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## Training Details

### Training Set Metrics
| Training set | Min | Median   | Max  |
|:-------------|:----|:---------|:-----|
| Word count   | 38  | 413.8182 | 3760 |

| Label | Training Sample Count |
|:------|:----------------------|
| 0     | 8                     |
| 1     | 8                     |
| 2     | 8                     |
| 3     | 8                     |
| 4     | 8                     |
| 5     | 4                     |
| 6     | 8                     |
| 7     | 8                     |
| 8     | 1                     |
| 9     | 8                     |
| 10    | 8                     |

### Training Hyperparameters
- batch_size: (64, 64)
- num_epochs: (1, 1)
- max_steps: -1
- sampling_strategy: oversampling
- body_learning_rate: (2e-05, 1e-05)
- head_learning_rate: 0.01
- loss: CachedMultipleNegativesRankingLoss
- distance_metric: cosine_distance
- margin: 0.25
- end_to_end: False
- use_amp: False
- warmup_proportion: 0.1
- l2_weight: 0.01
- seed: 42
- eval_max_steps: -1
- load_best_model_at_end: True

### Training Results
| Epoch  | Step | Training Loss | Validation Loss |
|:------:|:----:|:-------------:|:---------------:|
| 0.0119 | 1    | 4.6669        | -               |
| 0.5952 | 50   | 4.0552        | -               |
| 1.0    | 84   | -             | 4.0622          |

### Framework Versions
- Python: 3.10.16
- SetFit: 1.1.1
- Sentence Transformers: 3.4.1
- Transformers: 4.49.0
- PyTorch: 2.2.1+cu121
- Datasets: 3.3.2
- Tokenizers: 0.21.0

## Citation

### BibTeX
```bibtex
@article{https://doi.org/10.48550/arxiv.2209.11055,
    doi = {10.48550/ARXIV.2209.11055},
    url = {https://arxiv.org/abs/2209.11055},
    author = {Tunstall, Lewis and Reimers, Nils and Jo, Unso Eun Seo and Bates, Luke and Korat, Daniel and Wasserblat, Moshe and Pereg, Oren},
    keywords = {Computation and Language (cs.CL), FOS: Computer and information sciences, FOS: Computer and information sciences},
    title = {Efficient Few-Shot Learning Without Prompts},
    publisher = {arXiv},
    year = {2022},
    copyright = {Creative Commons Attribution 4.0 International}
}
```

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