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English (UK) Call Center Speech Dataset for Delivery & Logistics

The audio dataset comprises call center conversations for the Delivery & Logistics domain, featuring native English speakers from UK. It includes speech data, detailed metadata and accurate transcriptions.

Total Volume

30 Speech Hours

Last updated

Jun 2024

Number of participants

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English (UK) call center audio recording for Delivery and logistics industry

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About this Off-the-shelf Speech Dataset

Introduction

Welcome to the UK English Call Center Speech Dataset for the Delivery and Logistics domain designed to enhance the development of call center speech recognition models specifically for the Delivery and Logistics industry. This dataset is meticulously curated to support advanced speech recognition, natural language processing, conversational AI, and generative voice AI algorithms.

Speech Data

This training dataset comprises 30 Hours of call center audio recordings covering various topics and xscenarios related to the Delivery and Logistics domain, designed to build robust and accurate customer service speech technology.

•Participant Diversity:

•

Speakers: 60 expert native UK English speakers from the FutureBeeAI Community.

•

Regions: Different regions of United Kingdom, ensuring a balanced representation of UK accents, dialects, and demographics.

•

Participant Profile: Participants range from 18 to 70 years old, representing both males and females in a 60:40 ratio, respectively.

•Recording Details:

•

Conversation Nature: Unscripted and spontaneous conversations between call center agents and customers.

•

Call Duration: Average duration of 5 to 15 minutes per call.

•

Formats: WAV format with stereo channels, a bit depth of 16 bits, and a sample rate of 8 and 16 kHz.

•

Environment: Without background noise and without echo.

Topic Diversity

This dataset offers a diverse range of conversation topics, call types, and outcomes, including both inbound and outbound calls with positive, neutral, and negative outcomes.

•Inbound Calls:

•Order Tracking

•Delivery Complaint

•Undeliverable Address

•Delivery Method Selection

•Return Process Enquiry

•Order Modification, and many more

•Outbound Calls:

•Delivery Confirmation

•Delivery Subscription

•Incorrect Address

•Missed Delivery Attempt

•Delivery Feedback

•Out-of-Stock Notification

•Delivery Satisfaction Survey, and many more

This extensive coverage ensures the dataset includes realistic call center scenarios, which is essential for developing effective customer support speech recognition models.

Transcription

To facilitate your workflow, the dataset includes manual verbatim transcriptions of each call center audio file in JSON format. These transcriptions feature:

•

Speaker-wise Segmentation: Time-coded segments for both agents and customers.

•

Non-Speech Labels: Tags and labels for non-speech elements.

•

Word Error Rate: Word error rate is less than 5% thanks to the dual layer of QA.

These ready-to-use transcriptions accelerate the development of the Delivery and Logistics domain call center conversational AI and ASR models for the UK English language.

Metadata

The dataset provides comprehensive metadata for each conversation and participant:

•

Participant Metadata: Unique identifier, age, gender, country, state, district, accent and dialect.

•

Conversation Metadata: Domain, topic, call type, outcome/sentiment, bit depth, and sample rate.

This metadata is a powerful tool for understanding and characterizing the data, enabling informed decision-making in the development of UK English call center speech recognition models.

Usage and Applications

This dataset can be used for various applications in the fields of speech recognition, natural language processing, and conversational AI, specifically tailored to the Delivery and Logistics domain. Potential use cases include:

•

Speech Recognition Models: Training and fine-tuning speech recognition models for UK English.

•

Speech Analytics Models: Building speech analytics models to extract insights, identify patterns, and glean valuable information from customer conversation, enables data-driven decision-making and process optimization within the Delivery and Logistics sector.

•

Smart Assistants and Chatbots: Developing conversational agents and virtual assistants for customer service in the Delivery and Logistics industries.

•

Sentiment Analysis: Analyzing customer sentiment and improving customer experience based on call center interactions.

•

Generative AI: Training generative AI models capable of generating human-like responses, summaries, or content tailored to the Delivery and Logistics domain.

Secure and Ethical Collection

•Our proprietary data collection and transcription platform, “Yugo” was used throughout the process of this dataset creation.

•Throughout the data collection process, the data remained within our secure platform and did not leave our environment, ensuring data security and confidentiality.

•The data collection process adhered to strict ethical guidelines, ensuring the privacy and consent of all participants.

•It does not include any personally identifiable information about any participant, which makes the dataset safe to use.

•The dataset does not contain any copyrighted content.

Updates and Customization

Understanding the importance of diverse environments for robust ASR models, our call center voice dataset is regularly updated with new audio data captured in various real-world conditions.

•Customization & Custom Collection Options:

•

Environmental Conditions: Custom collection in specific environmental conditions upon request.

•

Sample Rates: Customizable from 8kHz to 48kHz.

•

Transcription Customization: Tailored to specific guidelines and requirements.

License

This Delivery and Logistics domain call center audio dataset is created by FutureBeeAI and is available for commercial use.

Use Cases

Call Center Conversational AI

Use of speech data for Automatic Speech Recognition

ASR

Chatbot

Language Modelling

TTS

Speech Analytics

Dataset Sample(s)

ATTRIBUTES

Channel 1	Channel 2	Format
Male(23)	Male(22)	wav, json

TRANSCRIPTION

LABEL	START	END	CHANNEL	TRANSCRIPT
Speech	1.219	1.841	10181869	Hello?
Noise	2.334	2.652	-	-
Speech	2.895	5.274	31459573	[filler] Hello, Domino's Pizza. How can I help you sir?
Speech	5.639	8.435	10181869	Hey guy, this is Domino's here in Hawkstone correct?
Noise	9.105	9.400	-	-
Speech	9.448	11.640	31459573	Yes this is the Domino's in Hawkstone correct sir.
Noise	11.602	11.868	-	-
Speech	11.977	15.006	10181869	Great. I just ordered your Pizza about...
Speech	15.580	19.725	10181869	forty-five minutes ago and on the web, I it says delivered.
Speech	17.847	18.291	31459573	[filler]
Speech	20.402	20.745	10181869	but
Speech	21.265	25.649	10181869	But as you can tell by the call it's not delivered and I will be honest with you.
Speech	26.175	34.813	10181869	By now the wife has cooked something, we don't want it anymore and you know I want a refund and probably you know a Pizza or two extra next time because
Noise	28.960	29.794	-	-
Noise	35.279	35.344	-	-
Speech	35.451	45.200	10181869	you know it's very unpleasant you know when you want to watch the game, eat your pizza and you can't do either right because I have to cook and you know it's just a very unpleasant experience. I am honest with you.
Noise	36.435	36.942	-	-
Noise	39.654	39.823	-	-
Noise	45.750	46.950	-	-
Speech	45.972	52.521	31459573	Ok~Okay [filler] I will borrow..[filler] First of all I have to apologize on Domino's behalf on my behalf for the a misplaced order
Noise	52.572	52.908	-	-
Speech	53.033	54.777	31459573	If I could get your an
Noise	55.075	55.298	-	-
Speech	55.298	62.015	31459573	order no then I will be able to track to see what happened to the, to the order sir. That would be helpful. So what was your order number?
Noise	59.984	60.142	-	-
Speech	60.840	63.615	10181869	Yes, the order is sixteen ninety-five
Speech	64.625	66.275	31459573	sixteen ninety-five
Speech	66.286	67.474	10181869	seven three five
Speech	68.022	70.081	31459573	seven three five. Okay
Noise	70.510	70.667	-	-
Speech	71.147	77.921	31459573	and you used the, did you call to order? Or did you [filler] order on the internet or via one of our
Noise	72.090	72.236	-	-
Speech	76.971	80.016	10181869	No, yeah we ordered we ordered through the Domino's app.
Speech	80.280	84.629	31459573	Okay Domino's app. Okay perfect Okay so it should be on the main system. So one second its in
Noise	84.650	84.864	-	-
Speech	85.284	85.706	31459573	Okay
Speech	86.215	87.849	31459573	That Okay Here it is so
Noise	87.873	88.557	-	-
Noise	89.096	89.551	-	-
Speech	89.450	92.099	31459573	Its a If you could just double check this is your order then
Speech	92.790	95.250	31459573	I could try and arrange something so you had
Noise	95.319	95.584	-	-
Speech	95.757	98.533	31459573	One Peperor~Pepperoni medium Pizza?
Noise	95.837	96.019	-	-
Noise	96.950	97.024	-	-
Noise	98.867	99.114	-	-
Speech	100.334	101.037	10181869	Yup correct.
Speech	100.670	101.349	31459573	a medium
Speech	102.024	105.799	31459573	one large and Margarita with Pineapple
Noise	104.168	104.331	-	-
Speech	106.099	108.299	10181869	No no no no Pineapple
Speech	109.599	114.509	31459573	[filler] sorry no Pineapple just one large Margaritaso you are right. Yes [filler]
Speech	115.289	117.519	31459573	and then two garlic breads
Speech	118.834	119.400	10181869	correct
Speech	120.140	127.250	31459573	yeah and then for drinks you have, well you used the promotion so you got and three red bulls and you paid for two. and then
Speech	128.240	131.650	31459573	that's it. Is that correct? Is there anything else I am missing? Or that was your order sir?
Speech	129.740	129.984	10181869	Yeah.
Speech	131.686	132.643	10181869	No no all good.
Noise	132.991	133.151	-	-
Speech	133.199	135.574	31459573	Okay yeah. Okay so I am going to now see.
Noise	135.853	135.930	-	-
Speech	136.199	142.473	31459573	So okay I was near and I am following it and then it was [filler] then it was shipped on the motorbike thirty minutes ago.
Speech	143.125	144.669	31459573	[filler] I see now I see now
Noise	144.705	144.973	-	-
Speech	145.300	146.580	31459573	So it was <PII>David</PII> who took
Noise	146.580	146.770	-	-
Speech	147.187	151.526	31459573	your order [filler] It was unfortunate We have We found the solution sir so
Noise	151.592	151.971	-	-
Speech	151.728	152.562	10181869	what happened?
Speech	152.258	158.780	31459573	[filler] so <PII>David</PII> was your driver [filler] and he your has lost [filler] sort of plates to well
Speech	159.675	161.187	31459573	the last person he was going to deliver to.
Noise	161.211	161.491	-	-
Speech	161.877	169.014	31459573	[filler] and then well it's very unfortunate (()) but <PII>David</PII> collided against the a lampost. and then well
Noise	163.979	164.090	-	-
Speech	169.705	176.103	31459573	obviously th~the th~the pizza's are still there and we are retrieving the bicycle and~and bring <PII>David</PII> back well. We wll seeing if he ha~has any
Noise	176.144	176.358	-	-
Speech	176.639	177.514	10181869	Woah that's quite.
Speech	177.026	183.633	31459573	Any issues and we are so sorry that we were we were about to call the people now in the next ten minutes, because we were dealing with the issue first,
Speech	184.211	198.002	31459573	But now I see where one~one of <PII>David</PII>[filler] <PII>David's</PII> deliveries We are very sorry for that sir. But what we can do is obviously as you said [filler] Make the same order immediately above as unfortunate not because your wife [filler] was cooking some
Speech	198.610	211.050	31459573	probably hopefully good meal. We are not sure about that though yeah was cooking a meal [filler] and now I am I am guess you know the Pizza is but what we can do is we can Either A bring you the Pizza tonight and you can store them for later or B we can give you a voucher
Noise	201.025	201.574	-	-
Noise	210.937	211.024	-	-
Speech	211.675	226.275	10181869	how much is how much is the voucher because [filler] I~I paid thirty-eight ninety-five for this and you know[filler] then take it on my account I don't I don't want like the voucher is going to take You know I will be honest with you. I don't think I am going to order Dominos anytime soon.
Speech	211.692	212.550	31459573	of the exact
Speech	218.110	218.792	31459573	yes yeah
Noise	222.389	222.497	-	-
Noise	223.419	223.568	-	-
Speech	223.705	224.036	31459573	Yeah
Speech	226.655	227.080	10181869	So
Speech	226.680	230.875	31459573	No sir no sir please no no sir please you~you must you must It was only a very
Speech	229.848	235.675	10181869	You know I think I think I think its fair I think its fair to Give me a refund and a voucher. Right?
Noise	237.806	237.866	-	-
Speech	238.877	247.413	31459573	[filler] the~the issue with that sir is because the problem wasn't exactly on the manufacture of the pizza but regarding delivery dr~driver and the traffic well, we didn't know about the truck.
Speech	246.467	249.598	10181869	I thought I thought delivery was because Dominos people hired
Noise	247.518	247.562	-	-
Speech	250.205	262.838	31459573	It is It is It was there they was they there is a nice look use obviously really he did a mistake driving and he crashes no bet but what I can guarantee you sir is, this is very very very rare this happen I have been in the Dominos business for years sir. I mean I am got
Noise	250.531	250.699	-	-
Noise	251.251	251.473	-	-
Noise	262.875	262.978	-	-
Speech	263.367	269.274	31459573	This is not only my first star but eight others and then I not run them and its very rare this happens sir you know what we can do
Noise	269.324	269.550	-	-
Speech	269.826	274.420	31459573	I see you are not a very regular client, so I must say that giving you a voucher probably is not [filler]
Noise	274.891	274.987	-	-
Speech	275.002	278.632	31459573	the best solution for you but you know [filler]
Noise	277.374	277.456	-	-
Speech	277.951	282.413	10181869	I [filler] I understand completely don't get me wrong and I feel bad for <PII>David</PII> but
Noise	278.879	279.160	-	-
Noise	282.423	282.629	-	-
Speech	283.194	283.574	10181869	you know
Speech	284.319	286.625	10181869	Please excuse my my friend but
Noise	286.689	286.908	-	-
Speech	287.750	291.050	10181869	[filler] who's fault is it that <PII>David</PII> crashed into a post?
Speech	292.031	294.701	31459573	[laugh] [filler] that's~that
Speech	292.858	301.675	10181869	right so wh~why I have to you know get a voucher for a Pizza that I don't want because <PII>David</PII> crashed into a post. you know. I just want my money back.
Noise	294.966	295.086	-	-
Speech	302.194	316.550	31459573	Of course sir we understand this, but [filler] you also have to have some some mercy and some goodwill sir in the sense that we are running a business here and [filler] the fact that the traffic perhaps we~we didn't know the icon common (()) but maybe there was a a lot of traffic. Maybe it was not even
Noise	316.572	316.687	-	-
Speech	316.701	323.033	31459573	our driver's fault and not the fault of the company. It was a bus that collided against him again I am unaware [filler] aware about some of the exact
Noise	323.177	323.302	-	-
Speech	323.540	332.125	31459573	ins and outs the accident but I can guarantee you this voucher right now in this call it will be emailed to the well not emailed it would be in your
Noise	330.867	330.922	-	-
Speech	331.124	333.276	10181869	and how much for the, how do the voucher worth
Speech	333.966	345.180	31459573	so the voucher that are the best I have to give for sir is a fifty (()) sorry a sixty percent voucher of your amount with free delivery on your next order so about the stats
Speech	344.300	351.250	10181869	so that is outrageous with I don't get the food that I was supposed to get I get sixty percent of the value of the food
Speech	351.802	355.706	31459573	yes sir. We are running a business here we are not running a non [filler] profit organization sir
Noise	355.745	356.000	-	-
Speech	356.125	362.526	10181869	[filler] I have be dead on this scene, no I was not expecting this I was expecting the least the minimum
Speech	356.161	356.583	31459573	So
Noise	362.535	363.007	-	-
Speech	363.036	365.050	10181869	Listen I get the money if not the food
Noise	363.732	364.163	-	-
Speech	365.701	368.810	10181869	and I will be honest with you I think I probably answer things with social media because
Speech	369.415	369.800	10181869	you know
Speech	369.915	372.209	31459573	No sir. No sir no~no no sir no
Speech	370.382	375.225	10181869	getting an extreme my friend but who's~who's fault is it that <PII>David</PII> crashed into a post
Speech	372.701	372.874	31459573	[filler]
Noise	376.286	376.526	-	-
Speech	376.843	391.125	31459573	[filler] no need for social media sir. We can do seventy percent and two free deliveries on your next order and this is now, I am I will get into trouble for this sir but for you [filler] to prevent any social media (()) I will do this for you here under the table so we will do this under the table
Noise	380.242	380.504	-	-
Speech	382.824	383.122	10181869	sir
Speech	391.817	392.608	31459573	seventy percent
Noise	392.608	393.007	-	-
Speech	393.095	404.370	31459573	a seventy percent voucher [filler] and two free deliveries on your next orders and I am I have been told that you are my here [filler] by my here by tiny that will be tiny to throw some ben and ben and ben and jerries that's how I mean
Noise	404.377	404.588	-	-
Speech	404.720	418.836	31459573	that is that tiny we can add some ben and jerries on your next order this is I mean this is [filler] I don't even know, that's too much, maybe its too much, n~no we will have it we will give you the ben and jerries because of your [noise] misfortune our misfortune and our misplace delivery sir
Speech	419.012	424.918	31459573	at Domino's we like to pride ourselves on excellence and delivery unfortunately there was a traffic accidents today with one of our
Speech	425.713	434.867	31459573	actually [filler] more veteran and unexperienced driver so its also sad for us but also sad for that we didn't get your your lovely food in Dominos but this is the offer on the table
Noise	434.971	435.139	-	-
Speech	435.341	436.401	31459573	seventy percent
Noise	437.095	437.192	-	-
Speech	437.396	443.826	31459573	and because the money is really (()) by then we unfortunately Dominos here at Hawkstone because of the new commands [filler]
Speech	444.360	456.538	31459573	by Dominos Pizza US so the big owners [filler] they stopped the refund and they are now ordering vouchers [filler] because there was way too many scams with the refund again this one for you I know its true because <PII>David</PII> had the accident that I just checked for you
Noise	456.557	456.809	-	-
Speech	456.987	468.286	31459573	but [filler] It happens a lot where people are so so scammy sir where they order the they order the Pizza's they get them they forget to pay the guy they forget or they forget they so~so they~they say they forget but [filler]
Noise	468.343	468.540	-	-
Speech	468.552	473.216	31459573	they don't pay the guy and they see off his feet and then the stories are so insane that [filler]
Speech	473.552	481.134	10181869	So I~I must say you know my~my I have~I~have~I~have [filler] the~the food don't came away for me I called to get a refund on my Pizza
Speech	473.802	474.600	31459573	that now
Noise	480.576	480.737	-	-
Noise	481.146	481.485	-	-
Speech	481.675	493.355	10181869	Thank you for the lecturing on Dominos and you know [filler] that's amazing and I really hope you guys won the future but as~as a business you should be refunding people on something you cannot deliver
Speech	488.569	489.401	31459573	We are doing well now
Speech	493.783	494.151	10181869	right?
Noise	494.237	495.115	-	-
Speech	494.653	496.783	10181869	because if~you~if~you assume that
Noise	497.036	497.120	-	-
Speech	497.396	504.987	10181869	what happened to me happened to a hundred more people then your business is making money without selling products you see wh~ you see what I am getting to hear
Noise	504.992	505.302	-	-
Speech	505.490	508.776	10181869	th~the minimum what I am willing to accept
Speech	506.531	507.632	31459573	I am saying green yeah
Speech	509.350	513.475	10181869	It this is not a negotiation sir if you are of ben and jerries or ice cream
Speech	513.326	514.177	31459573	[laugh]
Noise	513.538	513.836	-	-
Speech	514.096	517.302	10181869	I wa~I just want my refund right? [laugh]
Speech	518.750	523.177	31459573	I see sir I~I~I I understand your viewpoint [filler]
Noise	523.812	524.105	-	-
Speech	524.152	529.706	31459573	unfortunately these are the commands are they giv~giving to us and all Dominos across across the UK from Dominos US
Noise	529.745	530.056	-	-
Speech	530.215	542.625	31459573	[filler] It was~It~was a day off for I~I must say social media was above all social media oh Dominos Pizza have stopped making refunds its insane everyone gets insane I must say our abt has gone through the roof room because of the scams have completely stopped
Noise	542.754	543.014	-	-
Speech	543.139	548.994	31459573	so again you know who's~who who~who is who and as you said par~part and par
Speech	546.392	552.197	10181869	yeah I think I think the scam is now on your side right? So yo~you are giving half the refund fo~for people
Speech	551.908	555.995	31459573	that is so that is very big acquisition on such a big institution like Dominos
Music	552.263	552.663	-	-
Noise	556.014	556.418	-	-
Speech	556.498	570.677	31459573	[filler] which pride themselves on not only being the best delivers but having the best lawyers so I would not say that [filler] No in court or any private something [filler] anyhow sir its its this is being this is being a very long phone call sir I this is the offer on the table
Speech	564.225	567.375	10181869	Sir I ap~appreciate the I appreciate the threat
Noise	570.682	570.783	-	-
Speech	570.850	571.913	31459573	if you don't want to do it
Speech	572.500	577.210	31459573	you will have to access [filler] well [filler] speak to us via email or try us again tomorrow because
Noise	577.219	577.384	-	-
Speech	577.754	584.152	31459573	I have [filler] so many people on the line and you either say yes or we will continue this via other channel sir wha~what is the outcome then
Speech	584.538	591.067	10181869	so yeah~yeah I~I don't know wish to be spoke to that way I think the way for new customers is very unfair [filler]
Noise	591.076	591.153	-	-
Speech	591.557	601.152	10181869	unfortunately you know I will take the voucher but I will have to go to social media and report this because its outrageous so just please send me the
Noise	595.331	596.086	-	-
Speech	598.956	599.682	31459573	(())
Noise	601.801	601.940	-	-
Speech	602.052	606.364	10181869	the voucher [filler] by email and you know I hope <PII>David</PII>
Noise	606.379	606.913	-	-
Speech	606.600	607.543	31459573	that what I felt. Yeah
Speech	606.947	610.875	10181869	this~m this magical story [filler] that he hopes to get better
Speech	612.149	618.777	31459573	okay thank you very much sir. [filler] we will being on that for the voucher and [filler] keep buying Dominos forever thank you sir bye bye
Speech	618.475	619.875	10181869	sure I will do that bye bye
Speech	620.219	620.581	31459573	bye bye

TRANSCRIPTION

TIME	TRANSCRIPT
1.219 1.841	Hello?
2.334 2.652	-
2.895 5.274	[filler] Hello, Domino's Pizza. How can I help you sir?
5.639 8.435	Hey guy, this is Domino's here in Hawkstone correct?
9.105 9.400	-
9.448 11.640	Yes this is the Domino's in Hawkstone correct sir.
11.602 11.868	-
11.977 15.006	Great. I just ordered your Pizza about...
15.580 19.725	forty-five minutes ago and on the web, I it says delivered.
17.847 18.291	[filler]
20.402 20.745	but
21.265 25.649	But as you can tell by the call it's not delivered and I will be honest with you.
26.175 34.813	By now the wife has cooked something, we don't want it anymore and you know I want a refund and probably you know a Pizza or two extra next time because
28.960 29.794	-
35.279 35.344	-
35.451 45.200	you know it's very unpleasant you know when you want to watch the game, eat your pizza and you can't do either right because I have to cook and you know it's just a very unpleasant experience. I am honest with you.
36.435 36.942	-
39.654 39.823	-
45.750 46.950	-
45.972 52.521	Ok~Okay [filler] I will borrow..[filler] First of all I have to apologize on Domino's behalf on my behalf for the a misplaced order
52.572 52.908	-
53.033 54.777	If I could get your an
55.075 55.298	-
55.298 62.015	order no then I will be able to track to see what happened to the, to the order sir. That would be helpful. So what was your order number?
59.984 60.142	-
60.840 63.615	Yes, the order is sixteen ninety-five
64.625 66.275	sixteen ninety-five
66.286 67.474	seven three five
68.022 70.081	seven three five. Okay
70.510 70.667	-
71.147 77.921	and you used the, did you call to order? Or did you [filler] order on the internet or via one of our
72.090 72.236	-
76.971 80.016	No, yeah we ordered we ordered through the Domino's app.
80.280 84.629	Okay Domino's app. Okay perfect Okay so it should be on the main system. So one second its in
84.650 84.864	-
85.284 85.706	Okay
86.215 87.849	That Okay Here it is so
87.873 88.557	-
89.096 89.551	-
89.450 92.099	Its a If you could just double check this is your order then
92.790 95.250	I could try and arrange something so you had
95.319 95.584	-
95.757 98.533	One Peperor~Pepperoni medium Pizza?
95.837 96.019	-
96.950 97.024	-
98.867 99.114	-
100.334 101.037	Yup correct.
100.670 101.349	a medium
102.024 105.799	one large and Margarita with Pineapple
104.168 104.331	-
106.099 108.299	No no no no Pineapple
109.599 114.509	[filler] sorry no Pineapple just one large Margaritaso you are right. Yes [filler]
115.289 117.519	and then two garlic breads
118.834 119.400	correct
120.140 127.250	yeah and then for drinks you have, well you used the promotion so you got and three red bulls and you paid for two. and then
128.240 131.650	that's it. Is that correct? Is there anything else I am missing? Or that was your order sir?
129.740 129.984	Yeah.
131.686 132.643	No no all good.
132.991 133.151	-
133.199 135.574	Okay yeah. Okay so I am going to now see.
135.853 135.930	-
136.199 142.473	So okay I was near and I am following it and then it was [filler] then it was shipped on the motorbike thirty minutes ago.
143.125 144.669	[filler] I see now I see now
144.705 144.973	-
145.300 146.580	So it was <PII>David</PII> who took
146.580 146.770	-
147.187 151.526	your order [filler] It was unfortunate We have We found the solution sir so
151.592 151.971	-
151.728 152.562	what happened?
152.258 158.780	[filler] so <PII>David</PII> was your driver [filler] and he your has lost [filler] sort of plates to well
159.675 161.187	the last person he was going to deliver to.
161.211 161.491	-
161.877 169.014	[filler] and then well it's very unfortunate (()) but <PII>David</PII> collided against the a lampost. and then well
163.979 164.090	-
169.705 176.103	obviously th~the th~the pizza's are still there and we are retrieving the bicycle and~and bring <PII>David</PII> back well. We wll seeing if he ha~has any
176.144 176.358	-
176.639 177.514	Woah that's quite.
177.026 183.633	Any issues and we are so sorry that we were we were about to call the people now in the next ten minutes, because we were dealing with the issue first,
184.211 198.002	But now I see where one~one of <PII>David</PII>[filler] <PII>David's</PII> deliveries We are very sorry for that sir. But what we can do is obviously as you said [filler] Make the same order immediately above as unfortunate not because your wife [filler] was cooking some
198.610 211.050	probably hopefully good meal. We are not sure about that though yeah was cooking a meal [filler] and now I am I am guess you know the Pizza is but what we can do is we can Either A bring you the Pizza tonight and you can store them for later or B we can give you a voucher
201.025 201.574	-
210.937 211.024	-
211.675 226.275	how much is how much is the voucher because [filler] I~I paid thirty-eight ninety-five for this and you know[filler] then take it on my account I don't I don't want like the voucher is going to take You know I will be honest with you. I don't think I am going to order Dominos anytime soon.
211.692 212.550	of the exact
218.110 218.792	yes yeah
222.389 222.497	-
223.419 223.568	-
223.705 224.036	Yeah
226.655 227.080	So
226.680 230.875	No sir no sir please no no sir please you~you must you must It was only a very
229.848 235.675	You know I think I think I think its fair I think its fair to Give me a refund and a voucher. Right?
237.806 237.866	-
238.877 247.413	[filler] the~the issue with that sir is because the problem wasn't exactly on the manufacture of the pizza but regarding delivery dr~driver and the traffic well, we didn't know about the truck.
246.467 249.598	I thought I thought delivery was because Dominos people hired
247.518 247.562	-
250.205 262.838	It is It is It was there they was they there is a nice look use obviously really he did a mistake driving and he crashes no bet but what I can guarantee you sir is, this is very very very rare this happen I have been in the Dominos business for years sir. I mean I am got
250.531 250.699	-
251.251 251.473	-
262.875 262.978	-
263.367 269.274	This is not only my first star but eight others and then I not run them and its very rare this happens sir you know what we can do
269.324 269.550	-
269.826 274.420	I see you are not a very regular client, so I must say that giving you a voucher probably is not [filler]
274.891 274.987	-
275.002 278.632	the best solution for you but you know [filler]
277.374 277.456	-
277.951 282.413	I [filler] I understand completely don't get me wrong and I feel bad for <PII>David</PII> but
278.879 279.160	-
282.423 282.629	-
283.194 283.574	you know
284.319 286.625	Please excuse my my friend but
286.689 286.908	-
287.750 291.050	[filler] who's fault is it that <PII>David</PII> crashed into a post?
292.031 294.701	[laugh] [filler] that's~that
292.858 301.675	right so wh~why I have to you know get a voucher for a Pizza that I don't want because <PII>David</PII> crashed into a post. you know. I just want my money back.
294.966 295.086	-
302.194 316.550	Of course sir we understand this, but [filler] you also have to have some some mercy and some goodwill sir in the sense that we are running a business here and [filler] the fact that the traffic perhaps we~we didn't know the icon common (()) but maybe there was a a lot of traffic. Maybe it was not even
316.572 316.687	-
316.701 323.033	our driver's fault and not the fault of the company. It was a bus that collided against him again I am unaware [filler] aware about some of the exact
323.177 323.302	-
323.540 332.125	ins and outs the accident but I can guarantee you this voucher right now in this call it will be emailed to the well not emailed it would be in your
330.867 330.922	-
331.124 333.276	and how much for the, how do the voucher worth
333.966 345.180	so the voucher that are the best I have to give for sir is a fifty (()) sorry a sixty percent voucher of your amount with free delivery on your next order so about the stats
344.300 351.250	so that is outrageous with I don't get the food that I was supposed to get I get sixty percent of the value of the food
351.802 355.706	yes sir. We are running a business here we are not running a non [filler] profit organization sir
355.745 356.000	-
356.125 362.526	[filler] I have be dead on this scene, no I was not expecting this I was expecting the least the minimum
356.161 356.583	So
362.535 363.007	-
363.036 365.050	Listen I get the money if not the food
363.732 364.163	-
365.701 368.810	and I will be honest with you I think I probably answer things with social media because
369.415 369.800	you know
369.915 372.209	No sir. No sir no~no no sir no
370.382 375.225	getting an extreme my friend but who's~who's fault is it that <PII>David</PII> crashed into a post
372.701 372.874	[filler]
376.286 376.526	-
376.843 391.125	[filler] no need for social media sir. We can do seventy percent and two free deliveries on your next order and this is now, I am I will get into trouble for this sir but for you [filler] to prevent any social media (()) I will do this for you here under the table so we will do this under the table
380.242 380.504	-
382.824 383.122	sir
391.817 392.608	seventy percent
392.608 393.007	-
393.095 404.370	a seventy percent voucher [filler] and two free deliveries on your next orders and I am I have been told that you are my here [filler] by my here by tiny that will be tiny to throw some ben and ben and ben and jerries that's how I mean
404.377 404.588	-
404.720 418.836	that is that tiny we can add some ben and jerries on your next order this is I mean this is [filler] I don't even know, that's too much, maybe its too much, n~no we will have it we will give you the ben and jerries because of your [noise] misfortune our misfortune and our misplace delivery sir
419.012 424.918	at Domino's we like to pride ourselves on excellence and delivery unfortunately there was a traffic accidents today with one of our
425.713 434.867	actually [filler] more veteran and unexperienced driver so its also sad for us but also sad for that we didn't get your your lovely food in Dominos but this is the offer on the table
434.971 435.139	-
435.341 436.401	seventy percent
437.095 437.192	-
437.396 443.826	and because the money is really (()) by then we unfortunately Dominos here at Hawkstone because of the new commands [filler]
444.360 456.538	by Dominos Pizza US so the big owners [filler] they stopped the refund and they are now ordering vouchers [filler] because there was way too many scams with the refund again this one for you I know its true because <PII>David</PII> had the accident that I just checked for you
456.557 456.809	-
456.987 468.286	but [filler] It happens a lot where people are so so scammy sir where they order the they order the Pizza's they get them they forget to pay the guy they forget or they forget they so~so they~they say they forget but [filler]
468.343 468.540	-
468.552 473.216	they don't pay the guy and they see off his feet and then the stories are so insane that [filler]
473.552 481.134	So I~I must say you know my~my I have~I~have~I~have [filler] the~the food don't came away for me I called to get a refund on my Pizza
473.802 474.600	that now
480.576 480.737	-
481.146 481.485	-
481.675 493.355	Thank you for the lecturing on Dominos and you know [filler] that's amazing and I really hope you guys won the future but as~as a business you should be refunding people on something you cannot deliver
488.569 489.401	We are doing well now
493.783 494.151	right?
494.237 495.115	-
494.653 496.783	because if~you~if~you assume that
497.036 497.120	-
497.396 504.987	what happened to me happened to a hundred more people then your business is making money without selling products you see wh~ you see what I am getting to hear
504.992 505.302	-
505.490 508.776	th~the minimum what I am willing to accept
506.531 507.632	I am saying green yeah
509.350 513.475	It this is not a negotiation sir if you are of ben and jerries or ice cream
513.326 514.177	[laugh]
513.538 513.836	-
514.096 517.302	I wa~I just want my refund right? [laugh]
518.750 523.177	I see sir I~I~I I understand your viewpoint [filler]
523.812 524.105	-
524.152 529.706	unfortunately these are the commands are they giv~giving to us and all Dominos across across the UK from Dominos US
529.745 530.056	-
530.215 542.625	[filler] It was~It~was a day off for I~I must say social media was above all social media oh Dominos Pizza have stopped making refunds its insane everyone gets insane I must say our abt has gone through the roof room because of the scams have completely stopped
542.754 543.014	-
543.139 548.994	so again you know who's~who who~who is who and as you said par~part and par
546.392 552.197	yeah I think I think the scam is now on your side right? So yo~you are giving half the refund fo~for people
551.908 555.995	that is so that is very big acquisition on such a big institution like Dominos
552.263 552.663	-
556.014 556.418	-
556.498 570.677	[filler] which pride themselves on not only being the best delivers but having the best lawyers so I would not say that [filler] No in court or any private something [filler] anyhow sir its its this is being this is being a very long phone call sir I this is the offer on the table
564.225 567.375	Sir I ap~appreciate the I appreciate the threat
570.682 570.783	-
570.850 571.913	if you don't want to do it
572.500 577.210	you will have to access [filler] well [filler] speak to us via email or try us again tomorrow because
577.219 577.384	-
577.754 584.152	I have [filler] so many people on the line and you either say yes or we will continue this via other channel sir wha~what is the outcome then
584.538 591.067	so yeah~yeah I~I don't know wish to be spoke to that way I think the way for new customers is very unfair [filler]
591.076 591.153	-
591.557 601.152	unfortunately you know I will take the voucher but I will have to go to social media and report this because its outrageous so just please send me the
595.331 596.086	-
598.956 599.682	(())
601.801 601.940	-
602.052 606.364	the voucher [filler] by email and you know I hope <PII>David</PII>
606.379 606.913	-
606.600 607.543	that what I felt. Yeah
606.947 610.875	this~m this magical story [filler] that he hopes to get better
612.149 618.777	okay thank you very much sir. [filler] we will being on that for the voucher and [filler] keep buying Dominos forever thank you sir bye bye
618.475 619.875	sure I will do that bye bye
620.219 620.581	bye bye

Dataset Demographics

Language

English

Language code

en-gb

Country

Accents

English - East and C,...more

Gender Distribution

M:60, F:40

Age Group

18-70

Audio File Details

Environment

Silent, Noisy

Bit Depth

16 bit

Format

wav

Sample rate

8khz & 16khz

Channel

Dual separate channel

Audio file duration

5-15 minutes

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English (UK) Call Center Speech Dataset for Delivery & Logistics

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Call Center Conversational AI

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