T10-R2 in five minutes

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Wikipedia defines sentiment analysis as identifying affective states and subjective information.

A basic task it describes is polarity: positive, negative, or neutral, for a document, a sentence, or an aspect.

The page says telling subjective text from objective text can be harder than polarity, and that context can change the class.

It lists challenges that include metaphor, differences in writing, and context.

A label on a call is a classifier output. It is not a fact the caller stated.

If the sentence is a fact about a balance, do not store a polarity word as if the caller had said it.