{"t": 32.6, "label": "Colin Heilbut - Rime", "text": "Hey good morning very nice to meet you all. You have such a beautiful office"}
{"t": 34.0, "label": "Colin Heilbut - Rime", "text": "Is there like a story behind this? How long have you guys been here?"}
{"t": 39.0, "label": "Voice 2", "text": "Oh, thanks. We miss"}
{"t": 41.9, "label": "Voice 2", "text": "in about six months ago. We wanted a space that feels a bit more like a workshop"}
{"t": 43.0, "label": "Voice 2", "text": "than a showroom."}
{"t": 46.8, "label": "Voice 2", "text": "Nothing fancy. We just like being close to the teams."}
{"t": 49.7, "label": "Voice 2", "text": "Cool. We like hearing that. It's"}
{"t": 52.4, "label": "Voice 2", "text": "cozy, but a little chaotic too."}
{"t": 54.9, "label": "Voice 2", "text": "Anyway"}
{"t": 54.9, "label": "Colin Heilbut - Rime", "text": "That's"}
{"t": 54.9, "label": "Voice 2", "text": "a I"}
{"t": 54.9, "label": "Colin Heilbut - Rime", "text": "I"}
{"t": 56.1, "label": "Colin Heilbut - Rime", "text": "So what you're saying?"}
{"t": 60.1, "label": "Voice 2", "text": "Oh, sorry. Just curious how that trip in was."}
{"t": 63.2, "label": "Colin Heilbut - Rime", "text": "Oh, I'm just in an Airbnb down the street, so not too bad at all."}
{"t": 65.8, "label": "Colin Heilbut - Rime", "text": "Anyway It's okay."}
{"t": 70.5, "label": "Colin Heilbut - Rime", "text": "I love to kick things off, just a brief introduction myself and then can go over"}
{"t": 72.1, "label": "Colin Heilbut - Rime", "text": "a few items for the day."}
{"t": 78.1, "label": "Colin Heilbut - Rime", "text": "So my name is Colin, as you might know. I'm the founding account executive here at Rhyme. Relatively new to the company,"}
{"t": 79.7, "label": "Colin Heilbut - Rime", "text": "but some Right."}
{"t": 81.4, "label": "Colin Heilbut - Rime", "text": "So you don't have to interrupt quite so much."}
{"t": 87.4, "label": "Colin Heilbut - Rime", "text": "I've actually been in speech a number of years now. I was actually"}
{"t": 88.1, "label": "Colin Heilbut - Rime", "text": "the first employee at a company named Deepgram."}
{"t": 93.0, "label": "Colin Heilbut - Rime", "text": "Okay. And more recently then spent"}
{"t": 94.9, "label": "Colin Heilbut - Rime", "text": "few years at intelligent voice in high security speech recognition."}
{"t": 97.6, "label": "Voice 2", "text": "Mhmm."}
{"t": 102.7, "label": "Colin Heilbut - Rime", "text": "And I just got back from France where I was helping out a voice AI lab"}
{"t": 103.5, "label": "Colin Heilbut - Rime", "text": "there."}
{"t": 108.6, "label": "Colin Heilbut - Rime", "text": "So perhaps we could do a quick round of intros on your side just"}
{"t": 112.9, "label": "Colin Heilbut - Rime", "text": "with your roles and a little bit of information as to"}
{"t": 115.3, "label": "Colin Heilbut - Rime", "text": "how voice the voice product touches or or relates to what you're doing."}
{"t": 118.1, "label": "Voice 2", "text": "Sounds good."}
{"t": 123.1, "label": "Maya", "text": "Thanks, Colin. I'm Maya. I'm the director of customer experience."}
{"t": 127.3, "label": "Maya", "text": "I look after post sale and the ongoing customer experience"}
{"t": 128.9, "label": "Maya", "text": "voice is a big thing for us there."}
{"t": 133.7, "label": "Jordan", "text": "Hi, I'm Jordan. I manage contact"}
{"t": 136.8, "label": "Jordan", "text": "center operations for the warranty site, day to day"}
{"t": 139.5, "label": "Jordan", "text": "handling escalations and making sure customers get"}
{"t": 140.7, "label": "Jordan", "text": "what they need."}
{"t": 145.6, "label": "Sam", "text": "And I'm Sam, I handle partnership"}
{"t": 147.0, "label": "Sam", "text": "and procurement. So my world is risk,"}
{"t": 149.1, "label": "Sam", "text": "contracts, visual guardrails."}
{"t": 155.7, "label": "Colin Heilbut - Rime", "text": "Great. It's a pleasure to meet you all. So I guess we've got the introductions out of the way."}
{"t": 156.8, "label": "Colin Heilbut - Rime", "text": "I'll kind of go over"}
{"t": 161.8, "label": "Colin Heilbut - Rime", "text": "the the method I'll be going through today, then just tell you a little bit about and how our"}
{"t": 164.7, "label": "Colin Heilbut - Rime", "text": "generally able to help companies like Assurant."}
{"t": 170.8, "label": "Colin Heilbut - Rime", "text": "Then really the bulk of the time today should be about you and kind of the the"}
{"t": 172.3, "label": "Colin Heilbut - Rime", "text": "challenges you're facing or kind of your"}
{"t": 177.4, "label": "Colin Heilbut - Rime", "text": "interest in potentially improving your technology and what that looks like."}
{"t": 181.8, "label": "Colin Heilbut - Rime", "text": "Afterwards, they did prepare a short live demonstration featuring our"}
{"t": 182.6, "label": "Colin Heilbut - Rime", "text": "technology in your problem area."}
{"t": 186.8, "label": "Colin Heilbut - Rime", "text": "And, throughout the whole conversation, please, you know, interrupt anytime if you have a"}
{"t": 191.8, "label": "Colin Heilbut - Rime", "text": "questions or would like me to to go a bit deeper on anything, then I I save some"}
{"t": 196.1, "label": "Colin Heilbut - Rime", "text": "time for that at the end as well as a little bit of time for potential next steps. Does that agenda work for everyone?"}
{"t": 198.8, "label": "Colin Heilbut - Rime", "text": "Sounds good."}
{"t": 204.4, "label": "Colin Heilbut - Rime", "text": "Yeah. See that. One super quick note. I've built a custom digital whiteboard for today"}
{"t": 206.9, "label": "Colin Heilbut - Rime", "text": "call. It's completely secure and encrypted."}
{"t": 211.9, "label": "Colin Heilbut - Rime", "text": "But it's it just allows me to be able to track what's"}
{"t": 215.4, "label": "Colin Heilbut - Rime", "text": "being said more more carefully. When you identify particular"}
{"t": 217.5, "label": "Colin Heilbut - Rime", "text": "pain points or success criteria, those just get specifically"}
{"t": 219.3, "label": "Colin Heilbut - Rime", "text": "noted via AI."}
{"t": 224.5, "label": "Colin Heilbut - Rime", "text": "And, yeah, I just have the world's worst handwriting. So this is"}
{"t": 228.1, "label": "Colin Heilbut - Rime", "text": "just a personal tool. I hope you don't mind, and we'll we'll get rid of it afterwards."}
{"t": 228.1, "label": "Sam", "text": "Oh, no problem."}
{"t": 233.1, "label": "Colin Heilbut - Rime", "text": "Gosh, a little bit about us. We are now"}
{"t": 234.6, "label": "Colin Heilbut - Rime", "text": "nearly four years old, started by Lilly, Brooke and Ari's."}
{"t": 237.2, "label": "Colin Heilbut - Rime", "text": "And"}
{"t": 241.2, "label": "Colin Heilbut - Rime", "text": "how do h I t b d, how do you pronounce name r e e a r e s?"}
{"t": 245.4, "label": "Sam", "text": "Ari, like Ari's."}
{"t": 248.4, "label": "Colin Heilbut - Rime", "text": "Like Ari from, that show?"}
{"t": 250.8, "label": "Sam", "text": "Entreage? Exactly."}
{"t": 252.0, "label": "Sam", "text": "Yeah, that's the one."}
{"t": 255.0, "label": "Colin Heilbut - Rime", "text": "So, yes, sounded by Lilly Brokenari."}
{"t": 259.8, "label": "Colin Heilbut - Rime", "text": "So a strong linguistics background primarily."}
{"t": 264.8, "label": "Colin Heilbut - Rime", "text": "With a strong technical background too. But really what differentiates our approach"}
{"t": 264.9, "label": "Colin Heilbut - Rime", "text": "amongst other things"}
{"t": 266.9, "label": "Colin Heilbut - Rime", "text": "You know, we have a"}
{"t": 269.9, "label": "Colin Heilbut - Rime", "text": "Rather than using the same generic"}
{"t": 274.3, "label": "Colin Heilbut - Rime", "text": "data sets from actors and from podcasts,"}
{"t": 278.4, "label": "Colin Heilbut - Rime", "text": "We've incorporated thousands of hours of custom"}
{"t": 281.5, "label": "Colin Heilbut - Rime", "text": "made recordings from our studio."}
{"t": 286.4, "label": "Colin Heilbut - Rime", "text": "We put a lot of care into how those were"}
{"t": 289.4, "label": "Colin Heilbut - Rime", "text": "collected and the exact conversations that were were said."}
{"t": 292.5, "label": "Colin Heilbut - Rime", "text": "To also make sure that they're just natural in the way the real speak and the"}
{"t": 296.5, "label": "Colin Heilbut - Rime", "text": "the result of that is so, obviously, we're we're starting to to"}
{"t": 299.6, "label": "Colin Heilbut - Rime", "text": "power tens of millions of calls every month for"}
{"t": 302.6, "label": "Colin Heilbut - Rime", "text": "some of the largest restaurant chains in the world, in aviation, healthcare, telecom, enterprise. So"}
{"t": 307.6, "label": "Colin Heilbut - Rime", "text": "it it really is showing great results even though it was tremendous amount of effort that we had to put in."}
{"t": 311.7, "label": "Colin Heilbut - Rime", "text": "One recent result actually was about a 100,000 calls that were made as part of a test"}
{"t": 312.0, "label": "Colin Heilbut - Rime", "text": "of"}
{"t": 314.6, "label": "Colin Heilbut - Rime", "text": "system as well as some of the leading competitors."}
{"t": 319.6, "label": "Colin Heilbut - Rime", "text": "The most obvious result is"}
{"t": 320.2, "label": "Colin Heilbut - Rime", "text": "most people do not like receiving cold calls. So"}
{"t": 322.2, "label": "Colin Heilbut - Rime", "text": "I can tell you that certainly."}
{"t": 325.7, "label": "Colin Heilbut - Rime", "text": "And so even humans get hung up on a lot."}
{"t": 330.5, "label": "Colin Heilbut - Rime", "text": "But interestingly, of all of the solutions, we had the lowest hang up rate."}
{"t": 332.7, "label": "Colin Heilbut - Rime", "text": "So folks actually were most engaged with us. We were also"}
{"t": 336.9, "label": "Colin Heilbut - Rime", "text": "fastest to consistently complete the survey about politics."}
{"t": 341.8, "label": "Colin Heilbut - Rime", "text": "Institutions are certainly one data point, and maybe even more relevant to you as some of our larger"}
{"t": 342.5, "label": "Colin Heilbut - Rime", "text": "customers"}
{"t": 350.3, "label": "Colin Heilbut - Rime", "text": "You know, we had a 25% increase in the containment rate from a large telecommunications provider or 20% increase in"}
{"t": 353.0, "label": "Colin Heilbut - Rime", "text": "sales. You know, all of the word error rates and"}
{"t": 358.0, "label": "Colin Heilbut - Rime", "text": "expressiveness stats in the world as relevant as, you CSAT and NPS"}
{"t": 360.0, "label": "Colin Heilbut - Rime", "text": "and things that really matter. I'd love to dive into those more."}
{"t": 364.9, "label": "Colin Heilbut - Rime", "text": "Speaking of which, what does really matter to you"}
{"t": 367.9, "label": "Colin Heilbut - Rime", "text": "I understand I had some very, very high level notes here from our partners at NICE that you had concerns about"}
{"t": 372.7, "label": "Colin Heilbut - Rime", "text": "voice quality, but that could mean so many things from prosody to latency to"}
{"t": 376.8, "label": "Colin Heilbut - Rime", "text": "even language use. So I would love to understand what that means for you guys."}
{"t": 383.2, "label": "Sam", "text": "Sure. Yeah. For us, it mainly shows up as"}
{"t": 388.1, "label": "Sam", "text": "slightly off the intonation that makes Conex hesitancy"}
{"t": 391.7, "label": "Sam", "text": "Sometimes the pacing feels a little robotic, especially"}
{"t": 424.9, "label": "Colin Heilbut - Rime", "text": "notestaker didn't get it."}
{"t": 424.9, "label": "Sam", "text": "Sure. So what we noticed is that intonation sometimes feels slightly off and that makes collars kind of hesitate Sometimes the pacing feels a bit robotic, especially when people are upset or in a hurry. And for us in the call center, it's when that uncanny kind of not quite human sound, that triggers I just want to talk to a human behavior."}
{"t": 427.6, "label": "Colin Heilbut - Rime", "text": "Uh-huh."}
{"t": 429.3, "label": "Colin Heilbut - Rime", "text": "And"}
{"t": 433.2, "label": "Colin Heilbut - Rime", "text": "so how out of 10 would you rate the importance of that problem?"}
{"t": 436.0, "label": "Sam", "text": "Pretty high"}
{"t": 441.5, "label": "Sam", "text": "maybe in eight It affects containment and CISA and"}
{"t": 442.9, "label": "Sam", "text": "agent workload."}
{"t": 448.0, "label": "Sam", "text": "Yeah, but I'd had risks"}
{"t": 448.7, "label": "Sam", "text": "and rollout complexity are"}
{"t": 450.2, "label": "Sam", "text": "big factors for us."}
{"t": 455.3, "label": "Sam", "text": "Two, like we need to be certain that anything new"}
{"t": 458.8, "label": "Sam", "text": "is compatible with our existing stack."}
{"t": 459.9, "label": "Sam", "text": "And doesn't introduce new compliance exposure."}
{"t": 466.9, "label": "Colin Heilbut - Rime", "text": "Uh-huh. And, so getting to that uncanny, not quite"}
{"t": 467.7, "label": "Colin Heilbut - Rime", "text": "human intonation,"}
{"t": 469.9, "label": "Colin Heilbut - Rime", "text": "how would you measure success there?"}
{"t": 474.2, "label": "Sam", "text": "I think less about"}
{"t": 479.3, "label": "Sam", "text": "how many boxes we take and more about whether we see it"}
{"t": 480.9, "label": "Sam", "text": "change in production metrics like"}
{"t": 484.3, "label": "Sam", "text": "containment, post call surveys, and whether sentiment"}
{"t": 487.2, "label": "Sam", "text": "stays steady or even improves a bit."}
{"t": 496.5, "label": "Colin Heilbut - Rime", "text": "So, you you're currently doing, you have a lot of the stuff in place, sort of containment"}
{"t": 499.6, "label": "Colin Heilbut - Rime", "text": "stats, post call surveys, and sentiment analysis."}
{"t": 501.2, "label": "Colin Heilbut - Rime", "text": "Right. Yeah."}
{"t": 503.8, "label": "Colin Heilbut - Rime", "text": "That sounds super relevant."}
{"t": 506.7, "label": "Colin Heilbut - Rime", "text": "Jordan, what about from your perspective?"}
{"t": 509.5, "label": "Sam", "text": "Well,"}
{"t": 512.1, "label": "Sam", "text": "if it really feels smoother,"}
{"t": 517.0, "label": "Sam", "text": "and we don't see spikes in handoffs or complaints"}
{"t": 519.6, "label": "Sam", "text": "that would be a strong signal for us."}
{"t": 524.6, "label": "Sam", "text": "And from my side, we'd need"}
{"t": 528.0, "label": "Sam", "text": "clarity on data handling, vendor risk, and how any pilot is"}
{"t": 528.3, "label": "Sam", "text": "fenced."}
{"t": 533.1, "label": "Sam", "text": "We're careful about not introducing new risk"}
{"t": 535.1, "label": "Sam", "text": "surfaces unless there's a clear measurable gain"}
{"t": 538.8, "label": "Colin Heilbut - Rime", "text": "That makes a lot of sense. So,"}
{"t": 543.8, "label": "Colin Heilbut - Rime", "text": "when you say measurable game, what does that mean to you? And we've talked about a few measures already, but any addition"}
{"t": 544.5, "label": "Colin Heilbut - Rime", "text": "ones?"}
{"t": 549.4, "label": "Colin Heilbut - Rime", "text": "It's mostly"}
{"t": 551.2, "label": "Sam", "text": "demonstrated improvement on agreed metrophsites site."}
{"t": 553.5, "label": "Sam", "text": "Not just potential."}
{"t": 562.0, "label": "Colin Heilbut - Rime", "text": "So it still sounds like the the biggest thing is that, not so quite human intonation that"}
{"t": 564.0, "label": "Colin Heilbut - Rime", "text": "causes increased customer frustration"}
{"t": 568.7, "label": "Colin Heilbut - Rime", "text": "that's affecting CSAT and compliance and call containment."}
{"t": 573.1, "label": "Colin Heilbut - Rime", "text": "That's number one, but then the the rollout complexity is a big one too."}
{"t": 574.6, "label": "Colin Heilbut - Rime", "text": "And Yeah."}
{"t": 575.7, "label": "Colin Heilbut - Rime", "text": "Anything else?"}
{"t": 581.6, "label": "Sam", "text": "That's basically it. Reliability is important too."}
{"t": 585.6, "label": "Colin Heilbut - Rime", "text": "And how reliable is your current solution?"}
{"t": 590.5, "label": "Sam", "text": "It's okay."}
{"t": 593.5, "label": "Sam", "text": "Not amazing."}
{"t": 593.5, "label": "Colin Heilbut - Rime", "text": "But are cautious. So when you say not amazing,"}
{"t": 596.0, "label": "Colin Heilbut - Rime", "text": "can you double double click on that for a moment?"}
{"t": 601.1, "label": "Sam", "text": "Yeah, it works, but it's a little fragile."}
{"t": 604.2, "label": "Sam", "text": "We see drop offs when calls get emotional or messy,"}
{"t": 609.2, "label": "Sam", "text": "and that means extra human intervention which adds cost"}
{"t": 610.8, "label": "Sam", "text": "and inconsistency."}
{"t": 613.3, "label": "Colin Heilbut - Rime", "text": "Cost and inconsistency is the impact there."}
{"t": 614.8, "label": "Colin Heilbut - Rime", "text": "And so"}
{"t": 618.3, "label": "Colin Heilbut - Rime", "text": "what does that look like when it gets emotional and there's a drop off?"}
{"t": 624.1, "label": "Sam", "text": "People start talking over the system. They get"}
{"t": 628.2, "label": "Sam", "text": "and they might demand an agent Sometimes they just hang up."}
{"t": 630.1, "label": "Colin Heilbut - Rime", "text": "Oh gosh."}
{"t": 631.7, "label": "Sam", "text": "Yeah."}
{"t": 640.2, "label": "Colin Heilbut - Rime", "text": "So the, the success criteria would be fewer hang ups there because of,"}
{"t": 641.5, "label": "Colin Heilbut - Rime", "text": "and more more reliability."}
{"t": 643.2, "label": "Sam", "text": "Right."}
{"t": 649.5, "label": "Colin Heilbut - Rime", "text": "Great. Anything else in regards to kind of"}
{"t": 654.4, "label": "Colin Heilbut - Rime", "text": "problems that would be really exciting for you guys to to solve today, even if you had kind of a magic wand and"}
{"t": 659.5, "label": "Colin Heilbut - Rime", "text": "things that you kind of really would like that maybe I know about in the road map"}
{"t": 660.0, "label": "Colin Heilbut - Rime", "text": "that you might not have read about before."}
{"t": 666.6, "label": "Sam", "text": "Honestly, if I'm waving a magic wand"}
{"t": 671.4, "label": "Sam", "text": "I'd want more adaptive tone without us"}
{"t": 674.8, "label": "Sam", "text": "hand scripting every edge case. Something that"}
{"t": 675.2, "label": "Sam", "text": "flexes naturally."}
{"t": 678.3, "label": "Sam", "text": "And something that stays consistent under stress."}
{"t": 680.3, "label": "Sam", "text": "That's where we'd feel it most."}
{"t": 682.5, "label": "Sam", "text": "And for me,"}
{"t": 683.2, "label": "Colin Heilbut - Rime", "text": "Go"}
{"t": 683.2, "label": "Sam", "text": "on."}
{"t": 684.4, "label": "Sam", "text": "Oh, sorry."}
{"t": 687.9, "label": "Sam", "text": "For me, a cleaner deployment path"}
{"t": 692.9, "label": "Sam", "text": "If we can evaluate without a six month integration and the"}
{"t": 694.1, "label": "Sam", "text": "success criteria are measurable"}
{"t": 697.4, "label": "Sam", "text": "that just makes it much easier to green light"}
{"t": 703.9, "label": "Colin Heilbut - Rime", "text": "Speaking of green lighting, I wanted to get into this a little later, but maybe you can speak very briefly"}
{"t": 708.7, "label": "Colin Heilbut - Rime", "text": "your process here. Obviously, if something's exciting for you, I imagine you'd structure a POC"}
{"t": 713.2, "label": "Colin Heilbut - Rime", "text": "and based on success criteria, we'll get into that. But other than that, you know, how do how do you guys"}
{"t": 715.3, "label": "Colin Heilbut - Rime", "text": "buy software, at Assurant?"}
{"t": 722.6, "label": "Sam", "text": "Sure. It depends a bit on the scope."}
{"t": 727.5, "label": "Sam", "text": "Typically, it's problem alignment, then"}
{"t": 731.6, "label": "Sam", "text": "a limited pilot with clear success criteria."}
{"t": 734.7, "label": "Sam", "text": "If that proves out, then we go through security and"}
{"t": 734.8, "label": "Sam", "text": "legal and standard review."}
{"t": 737.7, "label": "Sam", "text": "Right, and we usually start small."}
{"t": 741.7, "label": "Sam", "text": "So a slice of traffic, not a big bang replacement."}
{"t": 744.4, "label": "Sam", "text": "Mhmm. Yeah. And if the data's"}
{"t": 745.8, "label": "Colin Heilbut - Rime", "text": "gone,"}
{"t": 750.7, "label": "Sam", "text": "Oh, I was just gonna say, if the day is"}
{"t": 754.1, "label": "Sam", "text": "shows measurable improvement without, you know, a heavy lift,"}
{"t": 756.2, "label": "Sam", "text": "it's a lot easier for us to get aligned internally"}
{"t": 757.8, "label": "Sam", "text": "We just, we like"}
{"t": 759.7, "label": "Sam", "text": "proof not promises."}
{"t": 764.6, "label": "Colin Heilbut - Rime", "text": "And when you say aligned internally, are there particular decision makers or other"}
{"t": 766.3, "label": "Colin Heilbut - Rime", "text": "teams that also has to get approved by aside from the ones we've mentioned?"}
{"t": 770.8, "label": "Sam", "text": "Typically,"}
{"t": 775.8, "label": "Sam", "text": "the business sponsor plus"}
{"t": 782.0, "label": "Sam", "text": "security and legal and procurement and ops If a pilot is clear and data driven, then it's easier for everyone to get on"}
{"t": 782.1, "label": "Colin Heilbut - Rime", "text": "board."}
{"t": 786.2, "label": "Colin Heilbut - Rime", "text": "And the the average time you see that for technology that's really moving the needle for you?"}
{"t": 790.5, "label": "Sam", "text": "Good question."}
{"t": 795.4, "label": "Sam", "text": "It varies, but for something that solves a real problem and"}
{"t": 797.2, "label": "Sam", "text": "proves out in a pilot,"}
{"t": 799.9, "label": "Sam", "text": "a few months rather than weeks."}
{"t": 804.4, "label": "Sam", "text": "But if the results are strong, that definitely helps build momentum."}
{"t": 808.5, "label": "Sam", "text": "Yeah. If it really works, we make time."}
{"t": 813.4, "label": "Sam", "text": "And"}
{"t": 813.4, "label": "Colin Heilbut - Rime", "text": "it's what what I'd love to do next, you know, based on,"}
{"t": 818.1, "label": "Colin Heilbut - Rime", "text": "some of these concerns in terms of the, you know, dealing with emotional complaints,"}
{"t": 818.6, "label": "Colin Heilbut - Rime", "text": "and"}
{"t": 823.8, "label": "Colin Heilbut - Rime", "text": "naturalness and reliability. I'd love to"}
{"t": 826.8, "label": "Colin Heilbut - Rime", "text": "show you a quick demo. I understand that phone warranties are a significant part of your business."}
{"t": 831.1, "label": "Colin Heilbut - Rime", "text": "Yeah."}
{"t": 836.1, "label": "Colin Heilbut - Rime", "text": "Let's try a phone warranty call right now. This wasn't set up by an"}
{"t": 838.7, "label": "Colin Heilbut - Rime", "text": "It was just me, the lowly sales guy. But"}
{"t": 841.3, "label": "Colin Heilbut - Rime", "text": "gonna give a live demo try and see what happens."}
{"t": 844.1, "label": "Sam", "text": "Sounds good. Go ahead."}
{"t": 845.8, "label": "Colin Heilbut - Rime", "text": "ChatGPT, you can pause."}
{"t": 847.8, "label": "Sam", "text": "Pausing."}
{"t": 849.7, "label": "Colin Heilbut - Rime", "text": "Hello?"}
{"t": 853.9, "label": "Sam", "text": "Hi, I'm here."}
{"t": 853.9, "label": "Colin Heilbut - Rime", "text": "Oh, ChatGPT paused."}
{"t": 856.2, "label": "Colin Heilbut - Rime", "text": "Okay."}
{"t": 859.9, "label": "Sam", "text": "Pausing now. Say start whenever you're ready to jump back in."}
{"t": 864.8, "label": "Colin Heilbut - Rime", "text": "Start."}
{"t": 865.5, "label": "Colin Heilbut - Rime", "text": "How"}
{"t": 865.5, "label": "Sam", "text": "can I assist you with your device protection today?"}
{"t": 870.9, "label": "Colin Heilbut - Rime", "text": "Hi. I'm calling because I got this"}
{"t": 872.0, "label": "Colin Heilbut - Rime", "text": "phone number from T Mobile about a problem with my phone."}
{"t": 876.2, "label": "Sam", "text": "I wanna make sure you get the right help."}
{"t": 880.9, "label": "Sam", "text": "I'm here to help with NoSTAR device protection."}
{"t": 884.6, "label": "Voice 3", "text": "To get started, can you please tell me the five digit ZIP code on your account?"}
{"t": 886.0, "label": "Colin Heilbut - Rime", "text": "94105."}
{"t": 891.8, "label": "Voice 3", "text": "Thanks. I verified you as Colin."}
{"t": 895.0, "label": "Voice 3", "text": "Your policy is active and covers accidental damage."}
{"t": 897.0, "label": "Voice 3", "text": "What happened to your phone?"}
{"t": 898.5, "label": "Voice 3", "text": "When did the damage occur?"}
{"t": 905.3, "label": "Colin Heilbut - Rime", "text": "Gosh. It occurred at"}
{"t": 905.8, "label": "Colin Heilbut - Rime", "text": "two days ago on July 11."}
{"t": 910.2, "label": "Voice 3", "text": "Thanks. The damage happened on July 11."}
{"t": 912.1, "label": "Voice 3", "text": "Was the damage accidental?"}
{"t": 917.1, "label": "Colin Heilbut - Rime", "text": "Yeah, you know, I had this big presentation coming up"}
{"t": 921.0, "label": "Colin Heilbut - Rime", "text": "and I was repairing so hard. I getting a lot of sleep, and I'm just so"}
{"t": 921.6, "label": "Colin Heilbut - Rime", "text": "excited to meet these incredible people"}
{"t": 926.4, "label": "Colin Heilbut - Rime", "text": "And so I guess I was working on"}
{"t": 929.2, "label": "Colin Heilbut - Rime", "text": "a phone app, and I kind of knocked the whole phone right onto the floor and the screen just cracked."}
{"t": 934.1, "label": "Voice 3", "text": "I'm sorry to hear that."}
{"t": 939.6, "label": "Voice 3", "text": "So the damage was accidental on July 11 Does your friends still power on and work despite the crack screen?"}
{"t": 940.6, "label": "Colin Heilbut - Rime", "text": "Yes, it does."}
{"t": 944.7, "label": "Voice 3", "text": "And do you still have the phone with you?"}
{"t": 945.7, "label": "Colin Heilbut - Rime", "text": "Yes. I do."}
{"t": 952.3, "label": "Voice 3", "text": "To confirm your iPhone 16 Pro screen was accidentally cracked on July 11,"}
{"t": 955.0, "label": "Voice 3", "text": "it still powers on and you have the device"}
{"t": 957.4, "label": "Voice 3", "text": "Is that all correct?"}
{"t": 957.4, "label": "Colin Heilbut - Rime", "text": "Yes,"}
{"t": 957.4, "label": "Voice 3", "text": "is."}
{"t": 968.5, "label": "Voice 3", "text": "Your claim number is COMDemo2049. The deductible for screen repair is $29."}
{"t": 971.8, "label": "Voice 3", "text": "I can send a secure document upload link to your phone now."}
{"t": 976.8, "label": "Voice 3", "text": "Would you like me to do that, or would you prefer to finish up or speak with the device client specialist?"}
{"t": 978.8, "label": "Colin Heilbut - Rime", "text": "I'd like to speak to a specialist."}
{"t": 985.7, "label": "Voice 3", "text": "Oh, and, Colin, before I transfer you, I just wanted to say good luck with your big presentation today."}
{"t": 990.0, "label": "Voice 3", "text": "Oh, very I'll transfer you now to a device clean specialist who already has your full summary."}
{"t": 991.6, "label": "Voice 3", "text": "One moment, please."}
{"t": 994.8, "label": "Colin Heilbut - Rime", "text": "Hi, Colin."}
{"t": 996.8, "label": "Colin Heilbut - Rime", "text": "I have your full claim summary here."}
{"t": 999.8, "label": "Colin Heilbut - Rime", "text": "How can I assist you further with your iPhone 16 Pro claim?"}
{"t": 1003.5, "label": "Colin Heilbut - Rime", "text": "En fait, est-ce que vous pouvez m'aider en français s'il vous plaît"}
{"t": 1017.4, "label": "Voice 3", "text": "Alô?"}
{"t": 1021.9, "label": "Voice 3", "text": "Bonjour Colin."}
{"t": 1025.8, "label": "Colin Heilbut - Rime", "text": "Je vois votre demand concernant votre iPhone 16 Pro."}
{"t": 1028.2, "label": "Colin Heilbut - Rime", "text": "Avec dommages accidentel."}
{"t": 1031.4, "label": "Colin Heilbut - Rime", "text": "No. I'm Do you have a French voice that you can use?"}
{"t": 1035.5, "label": "Colin Heilbut - Rime", "text": "Colin."}
{"t": 1038.2, "label": "Colin Heilbut - Rime", "text": "I've sent a secure link to upload documents to your phone."}
{"t": 1041.6, "label": "Colin Heilbut - Rime", "text": "If you would like to continue in French with a voice that speaks French,"}
{"t": 1046.1, "label": "Voice 4", "text": "I can transfer you to a specialist who can do that for you. Yes. Would you"}
{"t": 1046.1, "label": "Voice 3", "text": "like me"}
{"t": 1046.1, "label": "Voice 4", "text": "to do that?"}
{"t": 1047.1, "label": "Colin Heilbut - Rime", "text": "Oui."}
{"t": 1052.2, "label": "Voice 4", "text": "Colin, I see you're back."}
{"t": 1053.5, "label": "Voice 4", "text": "How can I assist you now?"}
{"t": 1065.4, "label": "Voice 3", "text": "Hello, and thanks for calling NorthStar Device Protection. This is a demo."}
{"t": 1068.7, "label": "NorthStar's", "text": "And the call may be recorded. I'm NorthStar's virtual claims assistant."}
{"t": 1070.3, "label": "NorthStar's", "text": "How can I help you today?"}
{"t": 1073.3, "label": "Colin Heilbut - Rime", "text": "I'd like to report a problem with my phone."}
{"t": 1078.5, "label": "NorthStar's", "text": "I'm sorry to hear that."}
{"t": 1083.3, "label": "NorthStar's", "text": "To get started, may I please have the ZIP code on your policy"}
{"t": 1083.5, "label": "NorthStar's", "text": "to verify your identity?"}
{"t": 1085.1, "label": "Colin Heilbut - Rime", "text": "94105."}
{"t": 1092.9, "label": "NorthStar's", "text": "Thanks, Colin. Let me look up your policy to inform your coverage."}
{"t": 1096.8, "label": "NorthStar's", "text": "One moment, please."}
{"t": 1098.9, "label": "NorthStar's", "text": "Your policy with us is active and covers accidental damage."}
{"t": 1103.8, "label": "NorthStar's", "text": "To report the problem, can you tell me the date the damage happened?"}
{"t": 1106.7, "label": "Voice 5", "text": "July 11."}
{"t": 1112.9, "label": "NorthStar's", "text": "Was the damage accidental, liquid, mechanical, or something else?"}
{"t": 1117.3, "label": "Colin Heilbut - Rime", "text": "It's so embarrassing. I have this really big presentation coming up and"}
{"t": 1121.4, "label": "Colin Heilbut - Rime", "text": "a part of it's a phone app. And so I was working on it and I got so excited thinking about the"}
{"t": 1125.8, "label": "Colin Heilbut - Rime", "text": "amazing people I was going to meet. I just kind of knocked it off the table. The screen just broke"}
{"t": 1127.2, "label": "Colin Heilbut - Rime", "text": "and now I'm calling you."}
{"t": 1132.8, "label": "NorthStar's", "text": "Thank you for sharing that, Colin."}
{"t": 1135.3, "label": "NorthStar's", "text": "It sounds like accidental damage."}
{"t": 1138.1, "label": "NorthStar's", "text": "Does your phone still power on after the screen perk?"}
{"t": 1141.3, "label": "Voice 5", "text": "Yes."}
{"t": 1146.4, "label": "NorthStar's", "text": "And do you still have the device with you now?"}
{"t": 1146.9, "label": "Voice 5", "text": "Yes."}
{"t": 1154.6, "label": "NorthStar's", "text": "To confirm, on July 11, your phone suffered"}
{"t": 1157.6, "label": "NorthStar's", "text": "accidental damage with a broken screen, it still powers on, and you still have the device."}
{"t": 1159.0, "label": "NorthStar's", "text": "Is that all correct?"}
{"t": 1160.1, "label": "Voice 5", "text": "Yes."}
{"t": 1171.8, "label": "NorthStar's", "text": "Thanks Colin. Your claim number is CLMDemo2049 The deductible for a screen repair under your policy is $29."}
{"t": 1176.7, "label": "NorthStar's", "text": "I can send a secure document upload link to your phone number on file to help finish your claim."}
{"t": 1178.4, "label": "NorthStar's", "text": "Would you like me to do that?"}
{"t": 1180.2, "label": "Colin Heilbut - Rime", "text": "No need."}
{"t": 1190.4, "label": "NorthStar's", "text": "Alright, Colin. Would you like to finish up here or speak with the device claims specialist for any more help?"}
{"t": 1190.4, "label": "Colin Heilbut - Rime", "text": "Specialist, please."}
{"t": 1196.0, "label": "NorthStar's", "text": "I'm transferring you now to a device claim specialist."}
{"t": 1199.0, "label": "NorthStar's", "text": "Your summary travels with you so you want me to be presenting."}
{"t": 1203.9, "label": "NorthStar's", "text": "Oh, and before I transfer you, I just wanted to say good luck with your big presentations today."}
{"t": 1208.2, "label": "NorthStar's", "text": "Alright. I'll transfer you now to the device claim specialist who already have reports on it."}
{"t": 1239.4, "label": "NorthStar's", "text": "Une étape suivante possible, elle envoie un lien sécurisé pour téléverser des documents"}
{"t": 1243.6, "label": "Voice 6", "text": "afin de compléter votre verify-mail. Voulez-vous que je vous envoie ce lien"}
{"t": 1246.0, "label": "Colin Heilbut - Rime", "text": "Non, merci beaucoup, bonne journée."}
{"t": 1253.5, "label": "Colin Heilbut - Rime", "text": "So what did you guys think of the voice quality?"}