Sentiment is most useful as a two-sided measure. A customer who starts negative and ends neutral is a call that went well. A customer who stays positive while the agent grows terse is a different problem entirely.
Single overall sentiment on a whole call throws away most of what makes it worth knowing.
In QXAI
Customer and agent are scored separately, and the emotional turning points are timestamped so you can jump to the moment rather than re-listening to the whole call.