{"metadata":{"transaction_key":"deprecated","request_id":"01a10fc0-de61-7e01-b23e-cf765dc65645","sha256":"0458291a04502601aa6b90155fa8dc1ab6ff04841d3a1fa364c29b07f345b4f8","created":"2026-10-06T05:47:42.346Z","duration":1060.4879,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":3083,"output_tokens":94},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3349,"output_tokens":3356},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3349,"output_tokens":176}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. This is YourTel accounts. My name is Melissa. Am I speaking to mister Emmanuel Adecumba? Hi. How are you today? That's great to hear. Thank you so much for giving us a call, and I'll be glad to assist you today. May I have your date of birth, please? Thank you so much. And I was advised by one of our team member that you are calling in in reference with the amount that you have to your October invoice. Is that right? Okay. Thank you so much for that confirmation. So, Emmanuel, upon review, your service is under the Linham network, which has recently increased their pricing to their retail services, including Airtel AU. And as a result, we have to do some adjustment in reference to the pricing accordingly, which reflected into your October invoice. Because I could see in here, previously, your, amount for the subscription of 25 Mbps is only $69.95. And following the increase of the Linham network in reference to their pricing, this plan became $89.95. Because there are some updates, and this Linham network's acquired by Neuloop, and they do have a price increase to all their Internet service provider retail partner. That's the reason why your invoice is showing a different one. Mhmm. I understand that. Mhmm. I understand. I do understand your point of view in reference with this. However, I could see in here that the update or the notification in reference to the pricing is only available from the notation from your documents under your customer portal, which is prices may vary depending on the Linham networks. But I agree with you. It should be communicated prior to the effective date. In that way, we are setting our customer proper expectation that the previous subscription for the same plan, but it's different amount, something like that. So here's what I'm going to do. I'm so sorry. I do I do understand your point of view in reference in sending a prior communication in reference with this, and this charge or change of price may be unexpected. And we really apologize for any inconvenience because because, this changes from the network itself that Linham network is being acquired by Neluf. It's also a sudden, notification on our end. So, unfortunately, it has to be implemented as soon as possible. But the thing here... One moment. Okay? Because I'm trying to check the best options that I can provide to you. Because even though you are in a no contract, we still value you as a customer, and I could see on here that you are... You have a good payment history, and we have you with Airtel for almost a year now because we have you since December 2025. And to help produce at least the impact of this price increase for at least three months, I can go ahead and apply, like, 15% from the increased price from your, $89.99 price increase for your plan. I hope this will help at least to reduce the amount for at least three months. Emmanuel? Six months. Okay. Nothing to worry. Here's what I'm going to do. Okay? Because I'll be transparent with you. For us to be able to provide and continue providing sustainable services, the maximum... The standard maximum discount that we can provide will be three months. So here's what I'm going to do. I'll go ahead and apply three months discount starting November, December, January. And then before end of January, I'll go ahead and revisit your account, and then I'll go ahead and try to get another approval to provide you another three months. In that way, I can fulfill your request to have it six months. I do understand it just so happened. Personally, I can go ahead and put it on your account six months, but since our standard maximum discount period for Linham network is three months, for now, I can provide three months. And then before the three months end by January of last week, I can revisit it, and then we'll go ahead and do my best to get an approval to provide you another three months discount period. And then I'll... I will go ahead and provide you an update in reference with that. I'll call you or send you an email. K? And you can take note my name. My name is Melissa. I'm from accounts. Mhmm. Customer report. Yeah. It's indicated from your customer portal. Yeah. As I've mentioned, I do understand where you're coming from that you never receive any sudden notification or price increase from the network itself. It's across it's across the Australia to all their retail service provider that they are being acquired by Neuloop, and then Neuloop made a price increase to the retail services. And, again, I accept that we we will not able to send an email notification prior to this effect. However, the only notification, showing is once you log in to your customer portal and it shows pricing notice. Prices may vary depending on the Minhame network. And also from the contract, it says the prices may vary depending with the network's prices provided to us as their retail service provider. Mhmm. I'm so sorry. But if you would like, you can provide me, since... Okay. Again, even though it's very redundant, I do understand where you're coming from, why you never received any prior notification via email. So since you never received that notification and then the price increase has been applied to your account, I can go ahead and just refund you the amount that was added to your subscription. May you please confirm the last four of your card number so I can just remove the amount added to your regular subscription? And just tell me if you would like to proceed with us or no, but I'm so sorry for that. I do apologize. Because right now, you've been charged $89.99. And if we are going back to your original price of the subscription, it's $69.95. So it's added $20.04. I can go ahead and definitely refund you this amount, $20.04, as as a compensation for not providing you the prior notice that this price increase has been effect. And then you can let us know before end of October if you would like to proceed with your subscription or no by November with that price increase, which is $90 according to the new prices for Neo Loop, 25 MBPS. Mhmm. Yeah. It's... Your special, it's not $5, $3, $6. It's evident and impact, which is... See, it's evident from 60 nine dollars to 95¢ to 9... Almost $90. Mm-mm. Mhmm. Alright. So we'll just provide the refund to the card to the card where the payment has been processed. K? And then I'll just send you an email with the proof that this amount of $20.04 has been refunded. Okay? One moment. Let me just take note of here. Mhmm. Yeah. So that that's the reason why. So right now I mentioned we will consider that the invoice for your October will not be increased. So I'm refunding back the added amount, which is $20.04. So technically, we will just go ahead and implement the price increase next month, but you can decide. We're providing you, this is Sean if you would like to proceed with this amount with Airtel or if you would like to explore another Internet service provider that might be cheaper. We don't know what offer they'll have, but, just to set your proper expectation from today, the amount for the $25 and b t s from 6995, it will be $90.89 dollars 99¢. Yes. If you will stay with us. Revisit and try to get an approval that... This... Mhmm. Mhmm. Okay. Sure. So after this call, I'll go ahead and process the refund and then apply 15% discount for your November, October... November, December, January. K? And then last week of January, I will visit your... Revisit your account, get an approval to extend another three months, and then whatever will be the decision, I'll call you. If I did not reach you through phone call, I'll send you an email. And from today onwards, I will be the one who will handle your account. My name is Melissa. K? Alright. And I appreciate your time today, and I really appreciate the feedback you shared to me in reference with this. You know what? For any businesses, if price increase is involved, it's really a different thing. It's really a different impact. But we don't wanna lose just our customer. Reason why the best option that we can provide is at least apply a discount because we really need to do some adjustment in line with the network provider's rate to continue providing sustainable service. Yeah. Because because we will not increase the price unless the network provider increases theirs because it's really showing from the business industry that Disney Loop increases their pricing across their, retail service provider, which is, were included, Airtel AU. Yeah. So, yeah, let's go ahead and wrap this up. Three months, 15% discount. I'll send you the refund, $20.04. I will send you the proof of refund, and then let's talk January of last week of January. Okay? Alright. Thank you so much for giving us a chance to make this up, and I appreciate your time. Please enjoy the rest of your day. Be safe always. If you need any assistance about your billing accounts services, just get in touch, call us, and we'll be more than happy to assist you. We're open from Monday to Fridays, 9AM to 6PM, and during Saturdays, 9AM to 4PM. Alright. Thank you so much. Have a good one. 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Good afternoon. This is YourTel accounts. My name is Melissa. Am I speaking to mister Emmanuel Adecumba?\n\nHi. How are you today? That's great to hear. Thank you so much for giving us a call, and I'll be glad to assist you today. May I have your date of birth, please?\n\nThank you so much. And I was advised by one of our team member that you are calling in in reference with the amount that you have to your October invoice. Is that right? Okay. Thank you so much for that confirmation.\n\nSo, Emmanuel, upon review, your service is under the Linham network, which has recently increased their pricing to their retail services, including Airtel AU. And as a result, we have to do some adjustment in reference to the pricing accordingly, which reflected into your October invoice. Because I could see in here, previously, your, amount for the subscription of 25 Mbps is only $69.95. And following the increase of the Linham network in reference to their pricing, this plan became $89.95. Because there are some updates, and this Linham network's acquired by Neuloop, and they do have a price increase to all their Internet service provider retail partner.\n\nThat's the reason why your invoice is showing a different one. Mhmm. I understand that. Mhmm. I understand.\n\nI do understand your point of view in reference with this. However, I could see in here that the update or the notification in reference to the pricing is only available from the notation from your documents under your customer portal, which is prices may vary depending on the Linham networks. But I agree with you. It should be communicated prior to the effective date. In that way, we are setting our customer proper expectation that the previous subscription for the same plan, but it's different amount, something like that.\n\nSo here's what I'm going to do. I'm so sorry. I do I do understand your point of view in reference in sending a prior communication in reference with this, and this charge or change of price may be unexpected. And we really apologize for any inconvenience because because, this changes from the network itself that Linham network is being acquired by Neluf. It's also a sudden, notification on our end.\n\nSo, unfortunately, it has to be implemented as soon as possible. But the thing here... One moment. Okay? Because I'm trying to check the best options that I can provide to you.\n\nBecause even though you are in a no contract, we still value you as a customer, and I could see on here that you are... You have a good payment history, and we have you with Airtel for almost a year now because we have you since December 2025. And to help produce at least the impact of this price increase for at least three months, I can go ahead and apply, like, 15% from the increased price from your, $89.99 price increase for your plan. I hope this will help at least to reduce the amount for at least three months. Emmanuel?\n\nSix months. Okay. Nothing to worry. Here's what I'm going to do. Okay?\n\nBecause I'll be transparent with you. For us to be able to provide and continue providing sustainable services, the maximum... The standard maximum discount that we can provide will be three months. So here's what I'm going to do. I'll go ahead and apply three months discount starting November, December, January.\n\nAnd then before end of January, I'll go ahead and revisit your account, and then I'll go ahead and try to get another approval to provide you another three months. In that way, I can fulfill your request to have it six months. I do understand it just so happened. Personally, I can go ahead and put it on your account six months, but since our standard maximum discount period for Linham network is three months, for now, I can provide three months. And then before the three months end by January of last week, I can revisit it, and then we'll go ahead and do my best to get an approval to provide you another three months discount period.\n\nAnd then I'll... I will go ahead and provide you an update in reference with that. I'll call you or send you an email. K? And you can take note my name.\n\nMy name is Melissa. I'm from accounts. Mhmm. Customer report. Yeah.\n\nIt's indicated from your customer portal. Yeah. As I've mentioned, I do understand where you're coming from that you never receive any sudden notification or price increase from the network itself. It's across it's across the Australia to all their retail service provider that they are being acquired by Neuloop, and then Neuloop made a price increase to the retail services. And, again, I accept that we we will not able to send an email notification prior to this effect.\n\nHowever, the only notification, showing is once you log in to your customer portal and it shows pricing notice. Prices may vary depending on the Minhame network. And also from the contract, it says the prices may vary depending with the network's prices provided to us as their retail service provider. Mhmm. I'm so sorry.\n\nBut if you would like, you can provide me, since... Okay. Again, even though it's very redundant, I do understand where you're coming from, why you never received any prior notification via email. So since you never received that notification and then the price increase has been applied to your account, I can go ahead and just refund you the amount that was added to your subscription. May you please confirm the last four of your card number so I can just remove the amount added to your regular subscription?\n\nAnd just tell me if you would like to proceed with us or no, but I'm so sorry for that. I do apologize. Because right now, you've been charged $89.99. And if we are going back to your original price of the subscription, it's $69.95. So it's added $20.04.\n\nI can go ahead and definitely refund you this amount, $20.04, as as a compensation for not providing you the prior notice that this price increase has been effect. And then you can let us know before end of October if you would like to proceed with your subscription or no by November with that price increase, which is $90 according to the new prices for Neo Loop, 25 MBPS. Mhmm. Yeah. It's...\n\nYour special, it's not $5, $3, $6. It's evident and impact, which is... See, it's evident from 60 nine dollars to 95¢ to 9... Almost $90. Mm-mm.\n\nMhmm. Alright. So we'll just provide the refund to the card to the card where the payment has been processed. K? And then I'll just send you an email with the proof that this amount of $20.04 has been refunded.\n\nOkay? One moment. Let me just take note of here. Mhmm. Yeah.\n\nSo that that's the reason why. So right now I mentioned we will consider that the invoice for your October will not be increased. So I'm refunding back the added amount, which is $20.04. So technically, we will just go ahead and implement the price increase next month, but you can decide. We're providing you, this is Sean if you would like to proceed with this amount with Airtel or if you would like to explore another Internet service provider that might be cheaper.\n\nWe don't know what offer they'll have, but, just to set your proper expectation from today, the amount for the $25 and b t s from 6995, it will be $90.89 dollars 99¢. Yes. If you will stay with us. Revisit and try to get an approval that... This...\n\nMhmm. Mhmm. Okay. Sure. So after this call, I'll go ahead and process the refund and then apply 15% discount for your November, October...\n\nNovember, December, January. K? And then last week of January, I will visit your... Revisit your account, get an approval to extend another three months, and then whatever will be the decision, I'll call you. If I did not reach you through phone call, I'll send you an email.\n\nAnd from today onwards, I will be the one who will handle your account. My name is Melissa. K? Alright. And I appreciate your time today, and I really appreciate the feedback you shared to me in reference with this.\n\nYou know what? For any businesses, if price increase is involved, it's really a different thing. It's really a different impact. But we don't wanna lose just our customer. Reason why the best option that we can provide is at least apply a discount because we really need to do some adjustment in line with the network provider's rate to continue providing sustainable service.\n\nYeah. Because because we will not increase the price unless the network provider increases theirs because it's really showing from the business industry that Disney Loop increases their pricing across their, retail service provider, which is, were included, Airtel AU. Yeah. So, yeah, let's go ahead and wrap this up. Three months, 15% discount.\n\nI'll send you the refund, $20.04. I will send you the proof of refund, and then let's talk January of last week of January. Okay? Alright. Thank you so much for giving us a chance to make this up, and I appreciate your time.\n\nPlease enjoy the rest of your day. Be safe always. If you need any assistance about your billing accounts services, just get in touch, call us, and we'll be more than happy to assist you. We're open from Monday to Fridays, 9AM to 6PM, and during Saturdays, 9AM to 4PM. Alright.\n\nThank you so much. Have a good one. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.56,"end":0.88,"sentiment":"neutral","sentiment_score":0.16188080608844757},{"text":"Good afternoon.","start":0.88,"end":1.6999999,"sentiment":"neutral","sentiment_score":0.3150012344121933},{"text":"This is YourTel accounts.","start":1.76,"end":3.12,"sentiment":"neutral","sentiment_score":0.1728551760315895},{"text":"My name is Melissa.","start":3.12,"end":4.1,"sentiment":"neutral","sentiment_score":0.13729844242334366},{"text":"Am I speaking to mister Emmanuel Adecumba?","start":4.16,"end":7.54,"sentiment":"neutral","sentiment_score":0.11256647216422218}],"sentiment":"neutral","sentiment_score":0.1566923918823401,"num_words":18,"start":0.56,"end":7.54},{"sentences":[{"text":"Hi.","start":9.599999,"end":9.92,"sentiment":"neutral","sentiment_score":0.16357427835464478},{"text":"How are you today?","start":9.92,"end":10.9,"sentiment":"neutral","sentiment_score":0.19516245275735855},{"text":"That's great to hear.","start":14.165,"end":15.045,"sentiment":"positive","sentiment_score":0.7472332715988159},{"text":"Thank you so much for giving us a call, and I'll be glad to assist you today.","start":15.045,"end":18.665,"sentiment":"positive","sentiment_score":0.6799387055284837},{"text":"May I have your date of birth, please?","start":18.885,"end":21.065,"sentiment":"neutral","sentiment_score":0.11428154911845922}],"sentiment":"positive","sentiment_score":0.4825402224326835,"num_words":34,"start":9.599999,"end":21.065},{"sentences":[{"text":"Thank you so much.","start":26.005001,"end":27.24,"sentiment":"positive","sentiment_score":0.43182529509067535},{"text":"And I was advised by one of our team member that you are calling in in reference with the amount that you have to your October invoice.","start":27.24,"end":38.04,"sentiment":"neutral","sentiment_score":0.0569186680432823},{"text":"Is that right?","start":38.04,"end":38.775,"sentiment":"neutral","sentiment_score":0.04835164795319239},{"text":"Okay.","start":40.695,"end":41.015003,"sentiment":"neutral","sentiment_score":0.11350973695516586},{"text":"Thank you so much for that confirmation.","start":41.015003,"end":42.795002,"sentiment":"positive","sentiment_score":0.4414243612970625}],"sentiment":"neutral","sentiment_score":0.15744381970060722,"num_words":42,"start":26.005001,"end":42.795002},{"sentences":[{"text":"So, Emmanuel, upon review, your service is under the Linham network, which has recently increased their pricing to their retail services, including Airtel AU.","start":43.815002,"end":56.58,"sentiment":"neutral","sentiment_score":0.028768631784866255},{"text":"And as a result, we have to do some adjustment in reference to the pricing accordingly, which reflected into your October invoice.","start":56.960003,"end":66.24,"sentiment":"neutral","sentiment_score":-0.023577316240830856},{"text":"Because I could see in here, previously, your, amount for the subscription of 25 Mbps is only $69.95.","start":66.24,"end":76.784996,"sentiment":"neutral","sentiment_score":0.004610514733940363},{"text":"And following the increase of the Linham network in reference to their pricing, this plan became $89.95.","start":76.784996,"end":86.270004,"sentiment":"neutral","sentiment_score":-0.022164935246109962},{"text":"Because there are some updates, and this Linham network's acquired by Neuloop, and they do have a price increase to all their Internet service provider retail partner.","start":87.37,"end":101.915,"sentiment":"neutral","sentiment_score":-0.0160654092690459}],"sentiment":"neutral","sentiment_score":-0.005146615543506212,"num_words":108,"start":43.815002,"end":101.915},{"sentences":[{"text":"That's the reason why your invoice is showing a different one.","start":104.295,"end":107.995,"sentiment":"neutral","sentiment_score":-0.05982457389208404},{"text":"Mhmm.","start":123.715004,"end":123.795006,"sentiment":"neutral","sentiment_score":-0.03755408152937889},{"text":"I understand that.","start":123.795006,"end":125.255005,"sentiment":"neutral","sentiment_score":-0.10053159048159917},{"text":"Mhmm.","start":136.595,"end":137.095,"sentiment":"neutral","sentiment_score":-0.055375341325998306},{"text":"I understand.","start":171.1,"end":171.84,"sentiment":"neutral","sentiment_score":0.032975200563669205}],"sentiment":"neutral","sentiment_score":-0.054813561443653375,"num_words":18,"start":104.295,"end":171.84},{"sentences":[{"text":"I do understand your point of view in reference with this.","start":172.06,"end":176.16,"sentiment":"neutral","sentiment_score":0.018469512631947346},{"text":"However, I could see in here that the update or the notification in reference to the pricing is only available from the notation from your documents under your customer portal, which is prices may vary depending on the Linham networks.","start":176.7,"end":194.29501,"sentiment":"neutral","sentiment_score":-0.028563766460865735},{"text":"But I agree with you.","start":194.35501,"end":195.735,"sentiment":"neutral","sentiment_score":0.16485255360603332},{"text":"It should be communicated prior to the effective date.","start":195.83,"end":199.67,"sentiment":"neutral","sentiment_score":0.1423862154285113},{"text":"In that way, we are setting our customer proper expectation that the previous subscription for the same plan, but it's different amount, something like that.","start":199.67,"end":209.535,"sentiment":"neutral","sentiment_score":0.0357508610188961}],"sentiment":"neutral","sentiment_score":0.022890269031955138,"num_words":90,"start":172.06,"end":209.535},{"sentences":[{"text":"So here's what I'm going to do.","start":209.77501,"end":211.375,"sentiment":"neutral","sentiment_score":0.08696413891656059},{"text":"I'm so sorry.","start":211.375,"end":212.435,"sentiment":"neutral","sentiment_score":-0.22154215474923453},{"text":"I do I do understand your point of view in reference in sending a prior communication in reference with this, and this charge or change of price may be unexpected.","start":212.575,"end":223.395,"sentiment":"neutral","sentiment_score":-0.21075545946757},{"text":"And we really apologize for any inconvenience because because, this changes from the network itself that Linham network is being acquired by Neluf.","start":224.26001,"end":235.24,"sentiment":"negative","sentiment_score":-0.38000783583392267},{"text":"It's also a sudden, notification on our end.","start":235.62001,"end":239.38,"sentiment":"neutral","sentiment_score":-0.258950037881732}],"sentiment":"neutral","sentiment_score":-0.242117208494267,"num_words":71,"start":209.77501,"end":239.38},{"sentences":[{"text":"So, unfortunately, it has to be implemented as soon as possible.","start":239.38,"end":245.955,"sentiment":"negative","sentiment_score":-0.4522892507639798},{"text":"But the thing here...","start":246.495,"end":248.655,"sentiment":"neutral","sentiment_score":-0.06709890346974134},{"text":"One moment.","start":248.655,"end":249.295,"sentiment":"neutral","sentiment_score":-0.03627742826938629},{"text":"Okay?","start":249.295,"end":249.535,"sentiment":"neutral","sentiment_score":-0.01847326382994652},{"text":"Because I'm trying to check the best options that I can provide to you.","start":249.535,"end":253.375,"sentiment":"neutral","sentiment_score":0.08473651044602905}],"sentiment":"neutral","sentiment_score":-0.1296341983252205,"num_words":32,"start":239.38,"end":253.375},{"sentences":[{"text":"Because even though you are in a no contract, we still value you as a customer, and I could see on here that you are...","start":253.375,"end":260.41998,"sentiment":"neutral","sentiment_score":0.06927756533026695},{"text":"You have a good payment history, and we have you with Airtel for almost a year now because we have you since December 2025.","start":260.56,"end":272.255,"sentiment":"neutral","sentiment_score":0.25977489662667114},{"text":"And to help produce at least the impact of this price increase for at least three months, I can go ahead and apply, like, 15% from the increased price from your, $89.99 price increase for your plan.","start":272.475,"end":289.56998,"sentiment":"neutral","sentiment_score":0.13752715551369898},{"text":"I hope this will help at least to reduce the amount for at least three months.","start":290.43,"end":295.72998,"sentiment":"neutral","sentiment_score":0.10108987800776958},{"text":"Emmanuel?","start":300.235,"end":300.735,"sentiment":"neutral","sentiment_score":0.026198111474514008}],"sentiment":"neutral","sentiment_score":0.14270560743594632,"num_words":103,"start":253.375,"end":300.735},{"sentences":[{"text":"Six months.","start":304.955,"end":305.51498,"sentiment":"neutral","sentiment_score":0.025517355650663376},{"text":"Okay.","start":305.51498,"end":305.915,"sentiment":"neutral","sentiment_score":0.1268157809972763},{"text":"Nothing to worry.","start":305.915,"end":306.715,"sentiment":"neutral","sentiment_score":0.1312528004248937},{"text":"Here's what I'm going to do.","start":306.715,"end":307.995,"sentiment":"neutral","sentiment_score":0.21419168512026468},{"text":"Okay?","start":307.995,"end":308.495,"sentiment":"neutral","sentiment_score":0.15472829341888428}],"sentiment":"neutral","sentiment_score":0.15472979213182741,"num_words":13,"start":304.955,"end":308.495},{"sentences":[{"text":"Because I'll be transparent with you.","start":308.555,"end":312.29,"sentiment":"neutral","sentiment_score":0.18372875948747},{"text":"For us to be able to provide and continue providing sustainable services, the maximum...","start":314.03,"end":320.37,"sentiment":"positive","sentiment_score":0.4143850633076259},{"text":"The standard maximum discount that we can provide will be three months.","start":320.75,"end":326.845,"sentiment":"neutral","sentiment_score":0.12567381684978804},{"text":"So here's what I'm going to do.","start":326.845,"end":328.445,"sentiment":"neutral","sentiment_score":0.24034431789602553},{"text":"I'll go ahead and apply three months discount starting November, December, January.","start":328.445,"end":335.505,"sentiment":"neutral","sentiment_score":0.24190369496742883}],"sentiment":"neutral","sentiment_score":0.2548451727511836,"num_words":51,"start":308.555,"end":335.505},{"sentences":[{"text":"And then before end of January, I'll go ahead and revisit your account, and then I'll go ahead and try to get another approval to provide you another three months.","start":335.565,"end":348.79,"sentiment":"neutral","sentiment_score":0.2565629551808039},{"text":"In that way, I can fulfill your request to have it six months.","start":349.065,"end":352.74503,"sentiment":"positive","sentiment_score":0.522699080980741},{"text":"I do understand it just so happened.","start":352.74503,"end":354.765,"sentiment":"neutral","sentiment_score":0.1993002508367811},{"text":"Personally, I can go ahead and put it on your account six months, but since our standard maximum discount period for Linham network is three months, for now, I can provide three months.","start":355.065,"end":367.91,"sentiment":"neutral","sentiment_score":0.20804477324991516},{"text":"And then before the three months end by January of last week, I can revisit it, and then we'll go ahead and do my best to get an approval to provide you another three months discount period.","start":368.05002,"end":381.315,"sentiment":"neutral","sentiment_score":0.19082140680905935}],"sentiment":"neutral","sentiment_score":0.24844123361011347,"num_words":120,"start":335.565,"end":381.315},{"sentences":[{"text":"And then I'll...","start":381.61502,"end":382.575,"sentiment":"neutral","sentiment_score":0.1320358912150065},{"text":"I will go ahead and provide you an update in reference with that.","start":382.575,"end":386.255,"sentiment":"neutral","sentiment_score":0.15374390895550066},{"text":"I'll call you or send you an email.","start":386.255,"end":388.27502,"sentiment":"neutral","sentiment_score":0.06574977980926633},{"text":"K?","start":390.71,"end":391.03,"sentiment":"neutral","sentiment_score":0.028372634202241898},{"text":"And you can take note my name.","start":391.03,"end":392.55,"sentiment":"neutral","sentiment_score":0.040589546518666406}],"sentiment":"neutral","sentiment_score":0.10103988088667393,"num_words":32,"start":381.61502,"end":392.55},{"sentences":[{"text":"My name is Melissa.","start":392.55,"end":393.53,"sentiment":"neutral","sentiment_score":0.038891078904271126},{"text":"I'm from accounts.","start":394.23,"end":395.45,"sentiment":"neutral","sentiment_score":0.009098048942784468},{"text":"Mhmm.","start":503.49,"end":503.99,"sentiment":"neutral","sentiment_score":-0.29775699973106384},{"text":"Customer report.","start":521.025,"end":522.085,"sentiment":"neutral","sentiment_score":-0.0698709711432457},{"text":"Yeah.","start":522.22504,"end":522.465,"sentiment":"neutral","sentiment_score":-0.04353230074048042}],"sentiment":"neutral","sentiment_score":-0.02710661639205434,"num_words":11,"start":392.55,"end":522.465},{"sentences":[{"text":"It's indicated from your customer portal.","start":522.465,"end":525.125,"sentiment":"neutral","sentiment_score":-0.03350996505469084},{"text":"Yeah.","start":566.95,"end":567.45,"sentiment":"negative","sentiment_score":-0.4595540165901184},{"text":"As I've mentioned, I do understand where you're coming from that you never receive any sudden notification or price increase from the network itself.","start":568.07,"end":582.245,"sentiment":"negative","sentiment_score":-0.43085920065641403},{"text":"It's across it's across the Australia to all their retail service provider that they are being acquired by Neuloop, and then Neuloop made a price increase to the retail services.","start":582.545,"end":596.24,"sentiment":"neutral","sentiment_score":0.010381141522278389},{"text":"And, again, I accept that we we will not able to send an email notification prior to this effect.","start":597.74,"end":606.055,"sentiment":"neutral","sentiment_score":-0.06929526879991356}],"sentiment":"neutral","sentiment_score":-0.15008013105252757,"num_words":80,"start":522.465,"end":606.055},{"sentences":[{"text":"However, the only notification, showing is once you log in to your customer portal and it shows pricing notice.","start":607.235,"end":615.255,"sentiment":"neutral","sentiment_score":-0.06644521281123161},{"text":"Prices may vary depending on the Minhame network.","start":615.74,"end":618.48,"sentiment":"neutral","sentiment_score":-0.06031827302649617},{"text":"And also from the contract, it says the prices may vary depending with the network's prices provided to us as their retail service provider.","start":618.54,"end":631.385,"sentiment":"neutral","sentiment_score":-0.04064239623645941},{"text":"Mhmm.","start":634.245,"end":634.64496,"sentiment":"neutral","sentiment_score":0.2801196873188019},{"text":"I'm so sorry.","start":634.64496,"end":635.70496,"sentiment":"neutral","sentiment_score":0.0665883297721545}],"sentiment":"neutral","sentiment_score":-0.04073705564845692,"num_words":55,"start":607.235,"end":635.70496},{"sentences":[{"text":"But if you would like, you can provide me, since...","start":636.08496,"end":639.225,"sentiment":"neutral","sentiment_score":0.0253252524882555},{"text":"Okay.","start":640.325,"end":640.825,"sentiment":"neutral","sentiment_score":-0.018389463424682617},{"text":"Again, even though it's very redundant, I do understand where you're coming from, why you never received any prior notification via email.","start":641.045,"end":652.46,"sentiment":"neutral","sentiment_score":-0.2049346911636266},{"text":"So since you never received that notification and then the price increase has been applied to your account, I can go ahead and just refund you the amount that was added to your subscription.","start":653.24,"end":667.465,"sentiment":"neutral","sentiment_score":-0.01903637564357589},{"text":"May you please confirm the last four of your card number so I can just remove the amount added to your regular subscription?","start":668.39,"end":676.81,"sentiment":"neutral","sentiment_score":0.02323707419893016}],"sentiment":"neutral","sentiment_score":-0.048738713438312216,"num_words":90,"start":636.08496,"end":676.81},{"sentences":[{"text":"And just tell me if you would like to proceed with us or no, but I'm so sorry for that.","start":677.51,"end":683.02496,"sentiment":"neutral","sentiment_score":-0.12854146622121335},{"text":"I do apologize.","start":683.165,"end":684.225,"sentiment":"neutral","sentiment_score":-0.20731600125630698},{"text":"Because right now, you've been charged $89.99.","start":685.88495,"end":689.665,"sentiment":"neutral","sentiment_score":-0.19562572027955735},{"text":"And if we are going back to your original price of the subscription, it's $69.95.","start":689.725,"end":696.065,"sentiment":"neutral","sentiment_score":-0.0829273292173942},{"text":"So it's added $20.04.","start":696.38,"end":699.2,"sentiment":"neutral","sentiment_score":-0.0025621218373999}],"sentiment":"neutral","sentiment_score":-0.11870032236246127,"num_words":49,"start":677.51,"end":699.2},{"sentences":[{"text":"I can go ahead and definitely refund you this amount, $20.04, as as a compensation for not providing you the prior notice that this price increase has been effect.","start":699.26,"end":714.825,"sentiment":"neutral","sentiment_score":0.12504500407597113},{"text":"And then you can let us know before end of October if you would like to proceed with your subscription or no by November with that price increase, which is $90 according to the new prices for Neo Loop, 25 MBPS.","start":715.28503,"end":734.96,"sentiment":"neutral","sentiment_score":0.1339474536660241},{"text":"Mhmm.","start":762.55005,"end":763.05005,"sentiment":"neutral","sentiment_score":-0.029772881418466568},{"text":"Yeah.","start":767.315,"end":767.815,"sentiment":"neutral","sentiment_score":0.0019691959023475647},{"text":"It's...","start":767.875,"end":768.375,"sentiment":"neutral","sentiment_score":-0.020119592547416687}],"sentiment":"neutral","sentiment_score":0.12424969096502213,"num_words":73,"start":699.26,"end":768.375},{"sentences":[{"text":"Your special, it's not $5, $3, $6.","start":768.59503,"end":771.635,"sentiment":"neutral","sentiment_score":0.022413536640150205},{"text":"It's evident and impact, which is...","start":771.635,"end":773.815,"sentiment":"neutral","sentiment_score":0.024772532905141514},{"text":"See, it's evident from 60 nine dollars to 95¢ to 9...","start":774.03503,"end":778.995,"sentiment":"neutral","sentiment_score":-0.007844722643494607},{"text":"Almost $90.","start":778.995,"end":780.375,"sentiment":"neutral","sentiment_score":-0.020921834744513035},{"text":"Mm-mm.","start":786.73,"end":787.23,"sentiment":"neutral","sentiment_score":-0.035211045295000076}],"sentiment":"neutral","sentiment_score":0.005770308180497243,"num_words":27,"start":768.59503,"end":787.23},{"sentences":[{"text":"Mhmm.","start":789.20996,"end":789.37,"sentiment":"neutral","sentiment_score":0.03711148351430893},{"text":"Alright.","start":789.37,"end":789.85,"sentiment":"neutral","sentiment_score":0.14498937129974365},{"text":"So we'll just provide the refund to the card to the card where the payment has been processed.","start":789.85,"end":796.91,"sentiment":"neutral","sentiment_score":0.17435385866297615},{"text":"K?","start":797.025,"end":797.265,"sentiment":"neutral","sentiment_score":0.10479573905467988},{"text":"And then I'll just send you an email with the proof that this amount of $20.04 has been refunded.","start":797.265,"end":805.36505,"sentiment":"neutral","sentiment_score":0.21723690864286924}],"sentiment":"neutral","sentiment_score":0.18881918285042049,"num_words":40,"start":789.20996,"end":805.36505},{"sentences":[{"text":"Okay?","start":805.825,"end":806.30505,"sentiment":"neutral","sentiment_score":0.0715785101056099},{"text":"One moment.","start":806.30505,"end":806.945,"sentiment":"neutral","sentiment_score":0.03734936937689781},{"text":"Let me just take note of here.","start":806.945,"end":808.885,"sentiment":"neutral","sentiment_score":-0.00648041841174875},{"text":"Mhmm.","start":822.19,"end":822.69,"sentiment":"neutral","sentiment_score":-0.05562162026762962},{"text":"Yeah.","start":822.99,"end":823.39,"sentiment":"neutral","sentiment_score":-0.02513676881790161}],"sentiment":"neutral","sentiment_score":0.0016796609076360862,"num_words":12,"start":805.825,"end":823.39},{"sentences":[{"text":"So that that's the reason why.","start":823.39,"end":826.725,"sentiment":"neutral","sentiment_score":-0.06111294403672218},{"text":"So right now I mentioned we will consider that the invoice for your October will not be increased.","start":826.725,"end":834.745,"sentiment":"neutral","sentiment_score":-0.04168728076749378},{"text":"So I'm refunding back the added amount, which is $20.04.","start":835.045,"end":839.285,"sentiment":"neutral","sentiment_score":0.03719167113304138},{"text":"So technically, we will just go ahead and implement the price increase next month, but you can decide.","start":839.285,"end":848.56,"sentiment":"neutral","sentiment_score":0.06643215732442008},{"text":"We're providing you, this is Sean if you would like to proceed with this amount with Airtel or if you would like to explore another Internet service provider that might be cheaper.","start":848.69995,"end":862.195,"sentiment":"neutral","sentiment_score":0.10282073495909572}],"sentiment":"neutral","sentiment_score":0.044534646950307344,"num_words":84,"start":823.39,"end":862.195},{"sentences":[{"text":"We don't know what offer they'll have, but, just to set your proper expectation from today, the amount for the $25 and b t s from 6995, it will be $90.89 dollars 99¢.","start":862.255,"end":878.7,"sentiment":"neutral","sentiment_score":0.07686617376748472},{"text":"Yes.","start":886.815,"end":887.29504,"sentiment":"neutral","sentiment_score":0.07664727419614792},{"text":"If you will stay with us.","start":887.29504,"end":888.91504,"sentiment":"neutral","sentiment_score":0.04420349063972632},{"text":"Revisit and try to get an approval that...","start":896.58997,"end":899.49,"sentiment":"neutral","sentiment_score":-0.04046569298952818},{"text":"This...","start":899.55,"end":900.05,"sentiment":"neutral","sentiment_score":0.010185000486671925}],"sentiment":"neutral","sentiment_score":0.05183427573259299,"num_words":49,"start":862.255,"end":900.05},{"sentences":[{"text":"Mhmm.","start":900.19,"end":900.69,"sentiment":"neutral","sentiment_score":0.0055231559090316296},{"text":"Mhmm.","start":902.11,"end":902.61,"sentiment":"neutral","sentiment_score":0.003287294879555702},{"text":"Okay.","start":904.02997,"end":904.52997,"sentiment":"neutral","sentiment_score":0.08421187847852707},{"text":"Sure.","start":904.67,"end":905.07,"sentiment":"neutral","sentiment_score":0.12461282312870026},{"text":"So after this call, I'll go ahead and process the refund and then apply 15% discount for your November, October...","start":905.07,"end":916.075,"sentiment":"neutral","sentiment_score":0.13665497563779355}],"sentiment":"neutral","sentiment_score":0.12294727771465357,"num_words":24,"start":900.19,"end":916.075},{"sentences":[{"text":"November, December, January.","start":916.615,"end":918.635,"sentiment":"neutral","sentiment_score":0.08678161104520161},{"text":"K?","start":919.095,"end":919.595,"sentiment":"neutral","sentiment_score":0.06369945406913757},{"text":"And then last week of January, I will visit your...","start":919.735,"end":923.83496,"sentiment":"neutral","sentiment_score":0.04304700344800949},{"text":"Revisit your account, get an approval to extend another three months, and then whatever will be the decision, I'll call you.","start":924.135,"end":934.16,"sentiment":"neutral","sentiment_score":0.05634697863743419},{"text":"If I did not reach you through phone call, I'll send you an email.","start":934.16,"end":938.26,"sentiment":"neutral","sentiment_score":-0.03519097509394799}],"sentiment":"neutral","sentiment_score":0.02949239228072823,"num_words":49,"start":916.615,"end":938.26},{"sentences":[{"text":"And from today onwards, I will be the one who will handle your account.","start":938.63495,"end":943.035,"sentiment":"neutral","sentiment_score":0.043869794213346074},{"text":"My name is Melissa.","start":943.035,"end":944.175,"sentiment":"neutral","sentiment_score":0.042046609334647655},{"text":"K?","start":944.795,"end":945.295,"sentiment":"neutral","sentiment_score":0.02841164916753769},{"text":"Alright.","start":946.63495,"end":947.13495,"sentiment":"neutral","sentiment_score":0.2194507122039795},{"text":"And I appreciate your time today, and I really appreciate the feedback you shared to me in reference with this.","start":947.51495,"end":954.38995,"sentiment":"positive","sentiment_score":0.5598263770341874}],"sentiment":"neutral","sentiment_score":0.3056688364595175,"num_words":40,"start":938.63495,"end":954.38995},{"sentences":[{"text":"You know what?","start":954.38995,"end":955.02997,"sentiment":"neutral","sentiment_score":0.06138728434840838},{"text":"For any businesses, if price increase is involved, it's really a different thing.","start":955.02997,"end":960.79,"sentiment":"neutral","sentiment_score":-0.09265710298831646},{"text":"It's really a different impact.","start":960.79,"end":962.41,"sentiment":"neutral","sentiment_score":-0.09869999885559082},{"text":"But we don't wanna lose just our customer.","start":962.87,"end":965.76996,"sentiment":"neutral","sentiment_score":-0.20179449208080769},{"text":"Reason why the best option that we can provide is at least apply a discount because we really need to do some adjustment in line with the network provider's rate to continue providing sustainable service.","start":965.82996,"end":981.33496,"sentiment":"neutral","sentiment_score":0.008648199162312917}],"sentiment":"neutral","sentiment_score":-0.044149210094474256,"num_words":64,"start":954.38995,"end":981.33496},{"sentences":[{"text":"Yeah.","start":982.65,"end":983.05,"sentiment":"neutral","sentiment_score":0.06104177236557007},{"text":"Because because we will not increase the price unless the network provider increases theirs because it's really showing from the business industry that Disney Loop increases their pricing across their, retail service provider, which is, were included, Airtel AU.","start":983.05,"end":1006.195,"sentiment":"neutral","sentiment_score":0.022934608400250092},{"text":"Yeah.","start":1008.36,"end":1008.6,"sentiment":"neutral","sentiment_score":0.057584118098020554},{"text":"So, yeah, let's go ahead and wrap this up.","start":1008.6,"end":1011.58,"sentiment":"neutral","sentiment_score":0.0697413579457336},{"text":"Three months, 15% discount.","start":1011.96,"end":1014.14,"sentiment":"neutral","sentiment_score":0.07620376069098711}],"sentiment":"neutral","sentiment_score":0.03602894226572028,"num_words":54,"start":982.65,"end":1014.14},{"sentences":[{"text":"I'll send you the refund, $20.04.","start":1014.27997,"end":1017.26,"sentiment":"neutral","sentiment_score":0.0876671535273393},{"text":"I will send you the proof of refund, and then let's talk January of last week of January.","start":1017.32,"end":1024.755,"sentiment":"neutral","sentiment_score":0.059841645364132195},{"text":"Okay?","start":1024.815,"end":1025.315,"sentiment":"neutral","sentiment_score":0.06545110046863556},{"text":"Alright.","start":1027.775,"end":1028.275,"sentiment":"neutral","sentiment_score":0.15531907975673676},{"text":"Thank you so much for giving us a chance to make this up, and I appreciate your time.","start":1028.335,"end":1034.515,"sentiment":"positive","sentiment_score":0.37363295753796893}],"sentiment":"neutral","sentiment_score":0.19430263530970973,"num_words":44,"start":1014.27997,"end":1034.515},{"sentences":[{"text":"Please enjoy the rest of your day.","start":1034.655,"end":1036.62,"sentiment":"positive","sentiment_score":0.5507087920393262},{"text":"Be safe always.","start":1036.7,"end":1037.6,"sentiment":"neutral","sentiment_score":0.24866581708192825},{"text":"If you need any assistance about your billing accounts services, just get in touch, call us, and we'll be more than happy to assist you.","start":1037.74,"end":1046.46,"sentiment":"neutral","sentiment_score":0.2847865119576454},{"text":"We're open from Monday to Fridays, 9AM to 6PM, and during Saturdays, 9AM to 4PM.","start":1046.46,"end":1053.4729,"sentiment":"neutral","sentiment_score":0.13391853322585423},{"text":"Alright.","start":1055.3729,"end":1055.8729,"sentiment":"positive","sentiment_score":0.5014533996582031}],"sentiment":"neutral","sentiment_score":0.27903633710800435,"num_words":51,"start":1034.655,"end":1055.8729},{"sentences":[{"text":"Thank you so much.","start":1056.013,"end":1057.2129,"sentiment":"positive","sentiment_score":0.8313383907079697},{"text":"Have a good one.","start":1057.2129,"end":1058.273,"sentiment":"positive","sentiment_score":0.696790412068367},{"text":"Bye bye.","start":1058.3329,"end":1059.0729,"sentiment":"neutral","sentiment_score":0.28437724709510803}],"sentiment":"positive","sentiment_score":0.6681269705295563,"num_words":10,"start":1056.013,"end":1059.0729}]}}]},{"alternatives":[{"transcript":"Yes. Yeah. I'm good. Thank you. Nineteen twelve nineteen seventy nine. Yes. That's o... That's okay. Yeah. That's that's that's okay. But what I'm saying is that there should be a line of communication. We too... We are in we are in business as well, and we have our policies and procedures too when it comes to our our customers. So we need we need, you know, some line of, you know, communication that this amount is going up. And this increase is actually significant. It it can't just... You know, this is a developed country, and this is the age and time that communication will help other people better to have an idea of what is going on. Fine. If they have to, you know, sell the franchise or if anybody's... You know, and the... If there's any... It's fine. We all know what is happening, you know, in the markets, you know, in different sectors. But there should be a kind of demand that there should be a kind of communication. I want six months. See... You know you know what? Yes. Sorry. Sorry. I'm not being personal. I'm not, you know, attacking your personality. But, you know, I could see... Send something now when you are saying that, oh, this is your policy that you only apply three months. So you... Yeah. So you respect your policy and... Which only favors you. But for people like us, it's as if we are under, you know, your company's mercy, and that is why we are not respected enough to be given a prior, you know, notice for the increase in, you know, in the charges, in the, you know, what we pay the subscription. We pay every month. But you just said something now that according to your policy, meanwhile, for people like us that we don't have a voice. And that is the reason why I'm going to escalate this issue, you know, to the necessary... The consumer complete commission agency. I'm going to escalate it. I'm not actually interested in the three months that you want to... Or 15% discount, But I'm going to... Because you just said something now that your own policy... So it only applies... It only favors you, you know, your company because based on your policy... And like I said to which we are in a business, and we don't do... Our customer, they are our priority. They don't deserve. You know, they need a first hand information. Whatever any changes... We want to apply any changes to our business, and that would impact them financially. Because now I'm not supposed to be, you know, making this call because I've spent, like, over twenty minutes now stressing, you know, calling you. And, again, it will impact our financial, you know, capacity as well. You know? So I'm going to take this matter up honestly. I'm going to take it up. So... Because you were saying that there's an information saying, there was never a time I logged in to whatever, you know, portal it is personal. Yeah. I have never... So the only line of communication is email... Via email. So I have never... So which I expected. I was just wondering when I saw the, you know, the invoice and the deduction that what's going on. And I checked all the previous subscription, you know, payment that we've been making since December. That is $69 point something cents. So why it's in line, which is quite significant. I understand that. See, the problem is... I don't know. So that's just what I want to do. So... And and that decision I've made. I'm gonna reach out. I will escalate this, honestly, because this is not fair at all. So it's not fair. Anyway, thank you for your time. Thank you for your time. I really appreciate Yeah. I've never had issue with the network. You know? So... And, yeah, I know that anytime they wanted to to do, like, maintenance or there's gonna be power outage or something. I do receive an email, you know, for that. So I was the expectation too is high for this price price increments as well. Now at least there could be, you know, some kind of prior, you know, updates. So which... Yeah. Yes. Yeah. The account... Yes. So I... The... It's charged directly from our business accounts. Yes. So hold on. Hold on. Sorry. Hold on. So now if it is refunded, so going forward, so how much... Why are we still gonna be paying for the premium for the, you know, subscription? Okay. Okay. So what I would say is this. You know you know, you said earlier that you can apply a 15% discount for three months. Then after three months, you know, you would raise... Try to, you know... Yes. Yes. So let's do that one. So leave the refund. Yep. Okay. No worries. Thank you. Yes. Sure. Yeah. Yes. Sure. Yes. Thank you. Okay. Thank you. Yeah. Me too. Alright. No worries. Thank you. Thank you. You too. Thank you. 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Yeah. I'm good. Thank you. Nineteen twelve nineteen seventy nine.\n\nYes. That's o... That's okay. Yeah. That's that's that's okay.\n\nBut what I'm saying is that there should be a line of communication. We too... We are in we are in business as well, and we have our policies and procedures too when it comes to our our customers. So we need we need, you know, some line of, you know, communication that this amount is going up. And this increase is actually significant.\n\nIt it can't just... You know, this is a developed country, and this is the age and time that communication will help other people better to have an idea of what is going on. Fine. If they have to, you know, sell the franchise or if anybody's... You know, and the...\n\nIf there's any... It's fine. We all know what is happening, you know, in the markets, you know, in different sectors. But there should be a kind of demand that there should be a kind of communication. I want six months.\n\nSee... You know you know what? Yes. Sorry. Sorry.\n\nI'm not being personal. I'm not, you know, attacking your personality. But, you know, I could see... Send something now when you are saying that, oh, this is your policy that you only apply three months. So you...\n\nYeah. So you respect your policy and... Which only favors you. But for people like us, it's as if we are under, you know, your company's mercy, and that is why we are not respected enough to be given a prior, you know, notice for the increase in, you know, in the charges, in the, you know, what we pay the subscription. We pay every month.\n\nBut you just said something now that according to your policy, meanwhile, for people like us that we don't have a voice. And that is the reason why I'm going to escalate this issue, you know, to the necessary... The consumer complete commission agency. I'm going to escalate it. I'm not actually interested in the three months that you want to...\n\nOr 15% discount, But I'm going to... Because you just said something now that your own policy... So it only applies... It only favors you, you know, your company because based on your policy... And like I said to which we are in a business, and we don't do...\n\nOur customer, they are our priority. They don't deserve. You know, they need a first hand information. Whatever any changes... We want to apply any changes to our business, and that would impact them financially.\n\nBecause now I'm not supposed to be, you know, making this call because I've spent, like, over twenty minutes now stressing, you know, calling you. And, again, it will impact our financial, you know, capacity as well. You know? So I'm going to take this matter up honestly. I'm going to take it up.\n\nSo... Because you were saying that there's an information saying, there was never a time I logged in to whatever, you know, portal it is personal. Yeah. I have never... So the only line of communication is email...\n\nVia email. So I have never... So which I expected. I was just wondering when I saw the, you know, the invoice and the deduction that what's going on. And I checked all the previous subscription, you know, payment that we've been making since December.\n\nThat is $69 point something cents. So why it's in line, which is quite significant. I understand that. See, the problem is... I don't know.\n\nSo that's just what I want to do. So... And and that decision I've made. I'm gonna reach out. I will escalate this, honestly, because this is not fair at all.\n\nSo it's not fair. Anyway, thank you for your time. Thank you for your time. I really appreciate Yeah. I've never had issue with the network.\n\nYou know? So... And, yeah, I know that anytime they wanted to to do, like, maintenance or there's gonna be power outage or something. I do receive an email, you know, for that. So I was the expectation too is high for this price price increments as well.\n\nNow at least there could be, you know, some kind of prior, you know, updates. So which... Yeah. Yes. Yeah.\n\nThe account... Yes. So I... The... It's charged directly from our business accounts.\n\nYes. So hold on. Hold on. Sorry. Hold on.\n\nSo now if it is refunded, so going forward, so how much... Why are we still gonna be paying for the premium for the, you know, subscription? Okay. Okay. So what I would say is this.\n\nYou know you know, you said earlier that you can apply a 15% discount for three months. Then after three months, you know, you would raise... Try to, you know... Yes. Yes.\n\nSo let's do that one. So leave the refund. Yep. Okay. No worries.\n\nThank you. Yes. Sure. Yeah. Yes.\n\nSure. Yes. Thank you. Okay. Thank you.\n\nYeah. Me too. Alright. No worries. Thank you.\n\nThank you. You too. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Yes.","start":12.0,"end":12.4,"sentiment":"neutral","sentiment_score":0.2165229767560959},{"text":"Yeah.","start":12.4,"end":12.719999,"sentiment":"positive","sentiment_score":0.33356672525405884},{"text":"I'm good.","start":12.719999,"end":13.275,"sentiment":"positive","sentiment_score":0.5125971287488937},{"text":"Thank you.","start":13.754999,"end":22.794998,"sentiment":"positive","sentiment_score":0.3629041761159897},{"text":"Nineteen twelve nineteen seventy nine.","start":22.794998,"end":25.294998,"sentiment":"neutral","sentiment_score":0.03617525584995747}],"sentiment":"neutral","sentiment_score":0.2256335082717917,"num_words":11,"start":12.0,"end":25.294998},{"sentences":[{"text":"Yes.","start":39.41,"end":39.855,"sentiment":"neutral","sentiment_score":0.06261244416236877},{"text":"That's o...","start":104.655,"end":105.455,"sentiment":"neutral","sentiment_score":-0.06522305868566036},{"text":"That's 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the invoice and the deduction that what's going on.","start":531.815,"end":537.495,"sentiment":"neutral","sentiment_score":-0.17395373394614772},{"text":"And I checked all the previous subscription, you know, payment that we've been making since December.","start":537.495,"end":543.83496,"sentiment":"neutral","sentiment_score":-0.17709148675203323}],"sentiment":"neutral","sentiment_score":-0.15701502619518173,"num_words":45,"start":528.35,"end":543.83496},{"sentences":[{"text":"That is $69 point something cents.","start":544.07,"end":546.70996,"sentiment":"neutral","sentiment_score":-0.2561116764942805},{"text":"So why it's in line, which is quite significant.","start":546.70996,"end":548.97,"sentiment":"negative","sentiment_score":-0.3604130728377236},{"text":"I understand that.","start":549.67,"end":550.63,"sentiment":"neutral","sentiment_score":-0.1851395070552826},{"text":"See, the problem is...","start":550.63,"end":552.41,"sentiment":"negative","sentiment_score":-0.3521721512079239},{"text":"I don't know.","start":554.95,"end":555.51,"sentiment":"negative","sentiment_score":-0.4457358717918396}],"sentiment":"neutral","sentiment_score":-0.3232680982351303,"num_words":25,"start":544.07,"end":555.51},{"sentences":[{"text":"So that's just what I want to do.","start":555.51,"end":557.35,"sentiment":"negative","sentiment_score":-0.516434982419014},{"text":"So...","start":557.35,"end":557.67,"sentiment":"neutral","sentiment_score":-0.21788641810417175},{"text":"And and that decision I've made.","start":557.67,"end":560.625,"sentiment":"negative","sentiment_score":-0.3693689952294032},{"text":"I'm gonna reach out.","start":560.625,"end":561.905,"sentiment":"negative","sentiment_score":-0.4362894520163536},{"text":"I will escalate this, honestly, because this is not fair at 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network.","start":739.61505,"end":741.55505,"sentiment":"neutral","sentiment_score":-0.05203862168959209}],"sentiment":"neutral","sentiment_score":0.06487043316547687,"num_words":26,"start":566.465,"end":741.55505},{"sentences":[{"text":"You know?","start":742.29,"end":742.45,"sentiment":"neutral","sentiment_score":-0.02004261128604412},{"text":"So...","start":742.45,"end":742.95,"sentiment":"neutral","sentiment_score":-0.009045632556080818},{"text":"And, yeah, I know that anytime they wanted to to do, like, maintenance or there's gonna be power outage or something.","start":743.81,"end":754.20996,"sentiment":"neutral","sentiment_score":-0.09696429559872263},{"text":"I do receive an email, you know, for that.","start":754.20996,"end":756.69,"sentiment":"neutral","sentiment_score":0.06533939567291075},{"text":"So I was the expectation too is high for this price price increments as 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account...","start":776.45,"end":777.35004,"sentiment":"neutral","sentiment_score":-0.017700250260531902},{"text":"Yes.","start":781.97003,"end":782.47003,"sentiment":"neutral","sentiment_score":0.012021170929074287},{"text":"So I...","start":782.725,"end":783.445,"sentiment":"neutral","sentiment_score":-0.007400193251669407},{"text":"The...","start":783.445,"end":783.925,"sentiment":"neutral","sentiment_score":-0.012298732064664364},{"text":"It's charged directly from our business accounts.","start":783.925,"end":787.305,"sentiment":"neutral","sentiment_score":-0.04561490352664675}],"sentiment":"neutral","sentiment_score":-0.028444828680501535,"num_words":13,"start":776.45,"end":787.305},{"sentences":[{"text":"Yes.","start":789.205,"end":789.705,"sentiment":"neutral","sentiment_score":0.032598450779914856},{"text":"So hold on.","start":807.55,"end":808.27,"sentiment":"neutral","sentiment_score":-0.01155968134601911},{"text":"Hold on.","start":808.27,"end":808.75,"sentiment":"neutral","sentiment_score":-0.02280592266470194},{"text":"Sorry.","start":808.75,"end":809.23,"sentiment":"neutral","sentiment_score":-0.06904226541519165},{"text":"Hold on.","start":809.23,"end":810.05,"sentiment":"neutral","sentiment_score":-0.040854981169104576}],"sentiment":"neutral","sentiment_score":-0.02204940737121635,"num_words":9,"start":789.205,"end":810.05},{"sentences":[{"text":"So now if it is refunded, so going forward, so how much...","start":810.51,"end":814.865,"sentiment":"neutral","sentiment_score":-0.008868813359489044},{"text":"Why are we still gonna be paying for the premium for the, you know, subscription?","start":816.365,"end":820.705,"sentiment":"neutral","sentiment_score":-0.19311392803986868},{"text":"Okay.","start":866.73004,"end":867.23004,"sentiment":"neutral","sentiment_score":0.0596625879406929},{"text":"Okay.","start":878.78503,"end":879.185,"sentiment":"neutral","sentiment_score":0.12742172181606293},{"text":"So what I would say is this.","start":879.185,"end":881.205,"sentiment":"neutral","sentiment_score":0.12681162570204055}],"sentiment":"neutral","sentiment_score":-0.053565805312246084,"num_words":36,"start":810.51,"end":881.205},{"sentences":[{"text":"You know you know, you said earlier that you can apply a 15% discount for three months.","start":881.58,"end":888.24005,"sentiment":"neutral","sentiment_score":0.10896503859583069},{"text":"Then after three months, you know, you would raise...","start":888.62006,"end":892.24005,"sentiment":"neutral","sentiment_score":-0.02793677316771613},{"text":"Try to, you know...","start":893.18005,"end":898.66504,"sentiment":"neutral","sentiment_score":-0.049488913267850876},{"text":"Yes.","start":899.04504,"end":899.525,"sentiment":"neutral","sentiment_score":0.03186075761914253},{"text":"Yes.","start":899.525,"end":900.025,"sentiment":"neutral","sentiment_score":0.03112899139523506}],"sentiment":"neutral","sentiment_score":0.045812774798832834,"num_words":32,"start":881.58,"end":900.025},{"sentences":[{"text":"So let's do that one.","start":900.16504,"end":901.525,"sentiment":"neutral","sentiment_score":0.010459997691214085},{"text":"So leave the refund.","start":901.525,"end":902.74506,"sentiment":"neutral","sentiment_score":0.010729046538472176},{"text":"Yep.","start":919.89,"end":920.39,"sentiment":"neutral","sentiment_score":0.07527312636375427},{"text":"Okay.","start":938.72,"end":939.22,"sentiment":"neutral","sentiment_score":0.02738593891263008},{"text":"No worries.","start":945.92,"end":946.63995,"sentiment":"neutral","sentiment_score":0.05917525105178356}],"sentiment":"neutral","sentiment_score":0.024325057076146968,"num_words":13,"start":900.16504,"end":946.63995},{"sentences":[{"text":"Thank you.","start":946.63995,"end":947.37994,"sentiment":"positive","sentiment_score":0.4714558869600296},{"text":"Yes.","start":981.25,"end":981.645,"sentiment":"neutral","sentiment_score":0.07026010751724243},{"text":"Sure.","start":991.085,"end":991.585,"sentiment":"neutral","sentiment_score":0.045713648200035095},{"text":"Yeah.","start":992.445,"end":992.945,"sentiment":"neutral","sentiment_score":0.028863003477454185},{"text":"Yes.","start":1006.97003,"end":1007.29,"sentiment":"neutral","sentiment_score":0.05262605100870133}],"sentiment":"neutral","sentiment_score":0.1900624306872487,"num_words":6,"start":946.63995,"end":1007.29},{"sentences":[{"text":"Sure.","start":1007.29,"end":1007.79,"sentiment":"neutral","sentiment_score":0.06766048818826675},{"text":"Yes.","start":1011.95496,"end":1012.45496,"sentiment":"neutral","sentiment_score":0.08081112802028656},{"text":"Thank you.","start":1020.27496,"end":1021.01495,"sentiment":"neutral","sentiment_score":0.1777479127049446},{"text":"Okay.","start":1026.4349,"end":1026.9349,"sentiment":"neutral","sentiment_score":0.07910902798175812},{"text":"Thank you.","start":1030.2101,"end":1030.9501,"sentiment":"positive","sentiment_score":0.4122638404369354}],"sentiment":"neutral","sentiment_score":0.20108630721058166,"num_words":7,"start":1007.29,"end":1030.9501},{"sentences":[{"text":"Yeah.","start":1033.17,"end":1033.67,"sentiment":"neutral","sentiment_score":0.3228342533111572},{"text":"Me too.","start":1036.85,"end":1037.51,"sentiment":"positive","sentiment_score":0.3507864773273468},{"text":"Alright.","start":1054.2029,"end":1054.7029,"sentiment":"neutral","sentiment_score":0.2410997599363327},{"text":"No worries.","start":1054.763,"end":1055.3229,"sentiment":"positive","sentiment_score":0.33502931892871857},{"text":"Thank you.","start":1055.3229,"end":1056.0629,"sentiment":"positive","sentiment_score":0.6434401273727417}],"sentiment":"positive","sentiment_score":0.402805732563138,"num_words":8,"start":1033.17,"end":1056.0629},{"sentences":[{"text":"Thank you.","start":1057.5629,"end":1057.643,"sentiment":"positive","sentiment_score":0.7938888072967529},{"text":"You too.","start":1057.643,"end":1058.8429,"sentiment":"positive","sentiment_score":0.43418969213962555},{"text":"Thank you.","start":1058.8429,"end":1059.3229,"sentiment":"positive","sentiment_score":0.6105862557888031},{"text":"Bye.","start":1059.3229,"end":1059.8229,"sentiment":"neutral","sentiment_score":-0.1182817667722702}],"sentiment":"positive","sentiment_score":0.5084353919540133,"num_words":7,"start":1057.5629,"end":1059.8229}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. This is YourTel accounts. My name is Melissa. Am I speaking to mister Emmanuel Adecumba?\n\nHi. How are you today?\n\nChannel 1: Yes. Yeah. I'm good. Thank\n\nChannel 0: That's great to hear. Thank you so much for giving us a call, and I'll be glad to assist you today. May I have your date of birth, please?\n\nChannel 1: you. Nineteen twelve nineteen seventy nine.\n\nChannel 0: Thank you so much. And I was advised by one of our team member that you are calling in in reference with the amount that you have to your October invoice. Is that right?\n\nChannel 1: Yes.\n\nChannel 0: Okay. Thank you so much for that confirmation. So, Emmanuel, upon review, your service is under the Linham network, which has recently increased their pricing to their retail services, including Airtel AU. And as a result, we have to do some adjustment in reference to the pricing accordingly, which reflected into your October invoice. Because I could see in here, previously, your, amount for the subscription of 25 Mbps is only $69.95.\n\nAnd following the increase of the Linham network in reference to their pricing, this plan became $89.95. Because there are some updates, and this Linham network's acquired by Neuloop, and they do have a price increase to all their Internet service provider retail partner. That's the\n\nChannel 1: That's\n\nChannel 0: reason\n\nChannel 1: o...\n\nChannel 0: why your\n\nChannel 1: That's\n\nChannel 0: invoice\n\nChannel 1: okay.\n\nChannel 0: is showing a different\n\nChannel 1: Yeah.\n\nChannel 0: one.\n\nChannel 1: That's that's that's okay. But what I'm saying is that there should be a line of communication. We too... We are in we are in business as well, and we have our policies and procedures too when it comes to our our customers.\n\nChannel 0: Mhmm. I\n\nChannel 1: So we\n\nChannel 0: understand\n\nChannel 1: need\n\nChannel 0: that.\n\nChannel 1: we need, you know, some line of, you know, communication that this amount is going up. And this increase is actually significant.\n\nChannel 0: Mhmm.\n\nChannel 1: It it can't just... You know, this is a developed country, and this is the age and time that communication will help other people better to have an idea of what is going on. Fine. If they have to, you know, sell the franchise or if anybody's... You know, and the...\n\nIf there's any... It's fine. We all know what is happening, you know, in the markets, you know, in different sectors. But there should be a kind of demand that there should be a kind of communication.\n\nChannel 0: I understand. I do understand your point of view in reference with this. However, I could see in here that the update or the notification in reference to the pricing is only available from the notation from your documents under your customer portal, which is prices may vary depending on the Linham networks. But I agree with you. It should be communicated prior to the effective date.\n\nIn that way, we are setting our customer proper expectation that the previous subscription for the same plan, but it's different amount, something like that. So here's what I'm going to do. I'm so sorry. I do I do understand your point of view in reference in sending a prior communication in reference with this, and this charge or change of price may be unexpected. And we really apologize for any inconvenience because because, this changes from the network itself that Linham network is being acquired by Neluf.\n\nIt's also a sudden, notification on our end. So, unfortunately, it has to be implemented as soon as possible. But the thing here... One moment. Okay?\n\nBecause I'm trying to check the best options that I can provide to you. Because even though you are in a no contract, we still value you as a customer, and I could see on here that you are... You have a good payment history, and we have you with Airtel for almost a year now because we have you since December 2025. And to help produce at least the impact of this price increase for at least three months, I can go ahead and apply, like, 15% from the increased price from your, $89.99 price increase for your plan. I hope this will help at least to reduce the amount for at least three months.\n\nEmmanuel?\n\nChannel 1: I want six\n\nChannel 0: Six months. Okay. Nothing\n\nChannel 1: months.\n\nChannel 0: to worry. Here's what I'm going to do. Okay? Because I'll be transparent with you. For us to be able to provide and continue providing sustainable services, the maximum...\n\nThe standard maximum discount that we can provide will be three months. So here's what I'm going to do. I'll go ahead and apply three months discount starting November, December, January. And then before end of January, I'll go ahead and revisit your account, and then I'll go ahead and try to get another approval to provide you another three months. In that way, I can fulfill your request to have it six months.\n\nI do understand it just so happened. Personally, I can go ahead and put it on your account six months, but since our standard maximum discount period for Linham network is three months, for now, I can provide three months. And then before the three months end by January of last week, I can revisit it, and then we'll go ahead and do my best to get an approval to provide you another three months discount period. And then I'll... I will go ahead and provide you an update in reference with that.\n\nI'll call you or send you an email. K? And\n\nChannel 1: See...\n\nChannel 0: you can take note my name. My name is Melissa. I'm\n\nChannel 1: You\n\nChannel 0: from\n\nChannel 1: know you know\n\nChannel 0: accounts.\n\nChannel 1: what? Yes. Sorry. Sorry. I'm not being personal.\n\nI'm not, you know, attacking your personality. But, you know, I could see... Send something now when you are saying that, oh, this is your policy that you only apply three months. So you... Yeah.\n\nSo you respect your policy and... Which only favors you. But for people like us, it's as if we are under, you know, your company's mercy, and that is why we are not respected enough to be given a prior, you know, notice for the increase in, you know, in the charges, in the, you know, what we pay the subscription. We pay every month. But you just said something now that according to your policy, meanwhile, for people like us that we don't have a voice.\n\nAnd that is the reason why I'm going to escalate this issue, you know, to the necessary... The consumer complete commission agency. I'm going to escalate it. I'm not actually interested in the three months that you want to... Or 15% discount, But I'm going to...\n\nBecause you just said something now that your own policy... So it only applies... It only favors you, you know, your company because based on your policy... And like I said to which we are in a business, and we don't do... Our customer, they are our priority.\n\nThey don't deserve. You know, they need a first hand information. Whatever any changes... We want to apply any changes to our business, and that would impact them financially. Because now I'm not supposed to be, you know, making this call because I've spent, like, over twenty minutes now stressing, you know, calling you.\n\nAnd,\n\nChannel 0: Mhmm.\n\nChannel 1: again, it will impact our financial, you know, capacity as well. You know? So I'm going to take this matter up honestly. I'm going to take it up. So...\n\nBecause you were saying that there's an information saying, there was never a time I logged in to whatever, you know, portal\n\nChannel 0: Customer report.\n\nChannel 1: it is\n\nChannel 0: Yeah.\n\nChannel 1: personal.\n\nChannel 0: It's indicated\n\nChannel 1: Yeah. I\n\nChannel 0: from\n\nChannel 1: have\n\nChannel 0: your\n\nChannel 1: never...\n\nChannel 0: customer\n\nChannel 1: So\n\nChannel 0: portal.\n\nChannel 1: the only line of communication is email... Via email. So I have never... So which I expected. I was just wondering when I saw the, you know, the invoice and the deduction that what's going on.\n\nAnd I checked all the previous subscription, you know, payment that we've been making since December. That is $69 point something cents. So why it's in line, which is quite significant. I understand that. See, the problem is...\n\nI don't know. So that's just what I want to do. So... And and that decision I've made. I'm gonna reach out.\n\nI will escalate this, honestly, because this is not fair at all. So\n\nChannel 0: Yeah.\n\nChannel 1: it's not fair.\n\nChannel 0: As I've mentioned, I do understand where you're coming from that you never receive any sudden notification or price increase from the network itself. It's across it's across the Australia to all their retail service provider that they are being acquired by Neuloop, and then Neuloop made a price increase to the retail services. And, again, I accept that we we will not able to send an email notification prior to this effect. However, the only notification, showing is once you log in to your customer portal and it shows pricing notice. Prices may vary depending on the Minhame network.\n\nAnd also from the contract, it says the prices may vary depending with the network's prices provided to us as their retail service provider.\n\nChannel 1: Anyway, thank you for your time. Thank you for\n\nChannel 0: Mhmm.\n\nChannel 1: your time. I\n\nChannel 0: I'm\n\nChannel 1: really\n\nChannel 0: so\n\nChannel 1: appreciate\n\nChannel 0: sorry. But if you would like, you can provide me, since... Okay. Again, even though it's very redundant, I do understand where you're coming from, why you never received any prior notification via email. So since you never received that notification and then the price increase has been applied to your account, I can go ahead and just refund you the amount that was added to your subscription.\n\nMay you please confirm the last four of your card number so I can just remove the amount added to your regular subscription? And just tell me if you would like to proceed with us or no, but I'm so sorry for that. I do apologize. Because right now, you've been charged $89.99. And if we are going back to your original price of the subscription, it's $69.95.\n\nSo it's added $20.04. I can go ahead and definitely refund you this amount, $20.04, as as a compensation for not providing you the prior notice that this price increase has been effect. And then you can let us know before end of October if you would like to proceed with your subscription or no by November with that price increase, which is $90 according to the new prices for Neo Loop, 25 MBPS.\n\nChannel 1: Yeah. I've never had issue with the network. You know? So... And, yeah, I know that anytime they wanted to to do, like, maintenance or there's gonna be power outage or something.\n\nI do receive an email, you know, for that. So I was the expectation too is high for this price price increments as well. Now at least\n\nChannel 0: Mhmm.\n\nChannel 1: there could be, you know, some kind of prior, you know, updates.\n\nChannel 0: Yeah.\n\nChannel 1: So\n\nChannel 0: It's...\n\nChannel 1: which... Yeah.\n\nChannel 0: Your special, it's\n\nChannel 1: Yes.\n\nChannel 0: not $5, $3, $6. It's evident and impact, which is... See, it's evident from\n\nChannel 1: Yeah.\n\nChannel 0: 60\n\nChannel 1: The\n\nChannel 0: nine\n\nChannel 1: account...\n\nChannel 0: dollars to 95¢ to 9... Almost $90.\n\nChannel 1: Yes. So I... The... It's charged directly from our business\n\nChannel 0: Mm-mm.\n\nChannel 1: accounts. Yes.\n\nChannel 0: Mhmm. Alright. So we'll just provide the refund to the card to the card where the payment has been processed. K? And then I'll just send you an email with the proof that this amount of $20.04 has been refunded.\n\nOkay? One moment. Let me just\n\nChannel 1: So\n\nChannel 0: take\n\nChannel 1: hold\n\nChannel 0: note\n\nChannel 1: on.\n\nChannel 0: of\n\nChannel 1: Hold\n\nChannel 0: here.\n\nChannel 1: on. Sorry. Hold on. So now if it is refunded, so going forward, so how much... Why are we still gonna be paying for the premium for the, you know, subscription?\n\nChannel 0: Mhmm. Yeah. So that that's the reason why. So right now I mentioned we will consider that the invoice for your October will not be increased. So I'm refunding back the added amount, which is $20.04.\n\nSo technically, we will just go ahead and implement the price increase next month, but you can decide. We're providing you, this is Sean if you would like to proceed with this amount with Airtel or if you would like to explore another Internet service provider that might be cheaper. We don't know what offer they'll have, but, just to set\n\nChannel 1: Okay.\n\nChannel 0: your proper expectation from today, the amount for the $25 and b t s from 6995, it will be $90.89 dollars 99¢.\n\nChannel 1: Okay. So what I would say is this. You know you know, you said earlier that you can apply a 15% discount\n\nChannel 0: Yes.\n\nChannel 1: for\n\nChannel 0: If\n\nChannel 1: three\n\nChannel 0: you will\n\nChannel 1: months.\n\nChannel 0: stay with us.\n\nChannel 1: Then after three months, you know, you would raise... Try to, you\n\nChannel 0: Revisit and try to get an approval\n\nChannel 1: know...\n\nChannel 0: that...\n\nChannel 1: Yes. Yes.\n\nChannel 0: This...\n\nChannel 1: So\n\nChannel 0: Mhmm.\n\nChannel 1: let's do that one. So leave the\n\nChannel 0: Mhmm.\n\nChannel 1: refund.\n\nChannel 0: Okay. Sure. So after this call, I'll go ahead and process the refund and then apply 15% discount for your November, October... November, December, January. K?\n\nAnd\n\nChannel 1: Yep.\n\nChannel 0: then last week of January, I will visit your... Revisit your account, get an approval to extend another three months, and then whatever will be the decision, I'll call you. If I did not reach you through phone call, I'll send you an email. And\n\nChannel 1: Okay.\n\nChannel 0: from today onwards, I will be the one who will handle your account. My name is Melissa. K?\n\nChannel 1: No worries.\n\nChannel 0: Alright.\n\nChannel 1: Thank you.\n\nChannel 0: And I appreciate your time today, and I really appreciate the feedback you shared to me in reference with this. You know what? For any businesses, if price increase is involved, it's really a different thing. It's really a different impact. But we don't wanna lose just our customer.\n\nReason why the best option that we can provide is at least apply a discount because we really need to do some adjustment in line with the network provider's rate to continue providing sustainable service.\n\nChannel 1: Yes.\n\nChannel 0: Yeah. Because because we will not increase the price unless the network provider increases theirs because it's really\n\nChannel 1: Sure.\n\nChannel 0: showing\n\nChannel 1: Yeah.\n\nChannel 0: from the business industry that Disney Loop increases their pricing across their, retail service provider, which is, were included, Airtel AU.\n\nChannel 1: Yes. Sure.\n\nChannel 0: Yeah. So, yeah, let's go ahead and wrap this up.\n\nChannel 1: Yes.\n\nChannel 0: Three months, 15% discount. I'll send you the refund, $20.04. I will send you the proof of refund, and then\n\nChannel 1: Thank you.\n\nChannel 0: let's talk January of last week of January. Okay?\n\nChannel 1: Okay.\n\nChannel 0: Alright. Thank you so much for giving\n\nChannel 1: Thank you.\n\nChannel 0: us a chance to make this up, and I appreciate\n\nChannel 1: Yeah.\n\nChannel 0: your time. Please enjoy the rest of your day. Be\n\nChannel 1: Me\n\nChannel 0: safe\n\nChannel 1: too.\n\nChannel 0: always. If you need any assistance about your billing accounts services, just get in touch, call us, and we'll be more than happy to assist you. We're open from Monday to Fridays, 9AM to 6PM, and during Saturdays, 9AM to 4PM.\n\nChannel 1: Alright. No worries. Thank\n\nChannel 0: Alright.\n\nChannel 1: you.\n\nChannel 0: Thank you so much. Have a good\n\nChannel 1: Thank you. You\n\nChannel 0: one. Bye bye.\n\nChannel 1: too. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.56,"end":0.88,"sentiment":"neutral","sentiment_score":0.16188080608844757},{"text":"Good afternoon.","start":0.88,"end":1.6999999,"sentiment":"neutral","sentiment_score":0.3150012344121933},{"text":"This is YourTel accounts.","start":1.76,"end":3.12,"sentiment":"neutral","sentiment_score":0.1728551760315895},{"text":"My name is Melissa.","start":3.12,"end":4.1,"sentiment":"neutral","sentiment_score":0.13729844242334366},{"text":"Am I speaking to mister Emmanuel Adecumba?","start":4.16,"end":7.54,"sentiment":"neutral","sentiment_score":0.11256647216422218}],"sentiment":"neutral","sentiment_score":0.1566923918823401,"channel":0,"num_words":18,"start":0.56,"end":7.54},{"sentences":[{"text":"Hi.","start":9.599999,"end":9.92,"sentiment":"neutral","sentiment_score":0.16357427835464478},{"text":"How are you today?","start":9.92,"end":10.9,"sentiment":"neutral","sentiment_score":0.19516245275735855}],"sentiment":"neutral","sentiment_score":0.18884481787681578,"channel":0,"num_words":5,"start":9.599999,"end":10.9},{"sentences":[{"text":"Yes.","start":12.0,"end":12.4,"sentiment":"neutral","sentiment_score":0.2165229767560959},{"text":"Yeah.","start":12.4,"end":12.719999,"sentiment":"positive","sentiment_score":0.33356672525405884},{"text":"I'm good.","start":12.719999,"end":13.275,"sentiment":"positive","sentiment_score":0.5125971287488937},{"text":"Thank","start":13.754999,"end":14.254999,"sentiment":"positive","sentiment_score":0.6892173290252686}],"sentiment":"positive","sentiment_score":0.45290025770664216,"channel":1,"num_words":5,"start":12.0,"end":14.254999},{"sentences":[{"text":"That's great to hear.","start":14.165,"end":15.045,"sentiment":"positive","sentiment_score":0.7472332715988159},{"text":"Thank you so much for giving us a call, and I'll be glad to assist you today.","start":15.045,"end":18.665,"sentiment":"positive","sentiment_score":0.6799387055284837},{"text":"May I have your date of birth, please?","start":18.885,"end":21.065,"sentiment":"neutral","sentiment_score":0.11428154911845922}],"sentiment":"positive","sentiment_score":0.5331773611492124,"channel":0,"num_words":29,"start":14.165,"end":21.065},{"sentences":[{"text":"you.","start":22.634998,"end":22.794998,"sentiment":"neutral","sentiment_score":0.036591023206710815},{"text":"Nineteen twelve nineteen seventy nine.","start":22.794998,"end":25.294998,"sentiment":"neutral","sentiment_score":0.03617525584995747}],"sentiment":"neutral","sentiment_score":0.036244550409416355,"channel":1,"num_words":6,"start":22.634998,"end":25.294998},{"sentences":[{"text":"Thank you so much.","start":26.005001,"end":27.24,"sentiment":"positive","sentiment_score":0.43182529509067535},{"text":"And I was advised by one of our team member that you are calling in in reference with the amount that you have to your October invoice.","start":27.24,"end":38.04,"sentiment":"neutral","sentiment_score":0.0569186680432823},{"text":"Is that right?","start":38.04,"end":38.775,"sentiment":"neutral","sentiment_score":0.04835164795319239}],"sentiment":"neutral","sentiment_score":0.10026941651149708,"channel":0,"num_words":34,"start":26.005001,"end":38.775},{"sentences":[{"text":"Yes.","start":39.41,"end":39.855,"sentiment":"neutral","sentiment_score":0.06261244416236877}],"sentiment":"neutral","sentiment_score":0.06261244416236877,"channel":1,"num_words":1,"start":39.41,"end":39.855},{"sentences":[{"text":"Okay.","start":40.695,"end":41.015003,"sentiment":"neutral","sentiment_score":0.11350973695516586},{"text":"Thank you so much for that confirmation.","start":41.015003,"end":42.795002,"sentiment":"positive","sentiment_score":0.4414243612970625},{"text":"So, Emmanuel, upon review, your service is under the Linham network, which has recently increased their pricing to their retail services, including Airtel AU.","start":43.815002,"end":56.58,"sentiment":"neutral","sentiment_score":0.028768631784866255},{"text":"And as a result, we have to do some adjustment in reference to the pricing accordingly, which reflected into your October invoice.","start":56.960003,"end":66.24,"sentiment":"neutral","sentiment_score":-0.023577316240830856},{"text":"Because I could see in here, previously, your, amount for the subscription of 25 Mbps is only $69.95.","start":66.24,"end":76.784996,"sentiment":"neutral","sentiment_score":0.004610514733940363}],"sentiment":"neutral","sentiment_score":0.04803077412200057,"channel":0,"num_words":72,"start":40.695,"end":76.784996},{"sentences":[{"text":"And following the increase of the Linham network in reference to their pricing, this plan became $89.95.","start":76.784996,"end":86.270004,"sentiment":"neutral","sentiment_score":-0.022164935246109962},{"text":"Because there are some updates, and this Linham network's acquired by Neuloop, and they do have a price increase to all their Internet service provider retail partner.","start":87.37,"end":101.915,"sentiment":"neutral","sentiment_score":-0.0160654092690459},{"text":"That's 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do.","start":306.715,"end":307.995,"sentiment":"neutral","sentiment_score":0.21419168512026468},{"text":"Okay?","start":307.995,"end":308.495,"sentiment":"neutral","sentiment_score":0.15472829341888428},{"text":"Because I'll be transparent with you.","start":308.555,"end":312.29,"sentiment":"neutral","sentiment_score":0.18372875948747},{"text":"For us to be able to provide and continue providing sustainable services, the maximum...","start":314.03,"end":320.37,"sentiment":"positive","sentiment_score":0.4143850633076259}],"sentiment":"neutral","sentiment_score":0.29734296017679673,"channel":0,"num_words":29,"start":306.315,"end":320.37},{"sentences":[{"text":"The standard maximum discount that we can provide will be three months.","start":320.75,"end":326.845,"sentiment":"neutral","sentiment_score":0.12567381684978804},{"text":"So here's what I'm going to do.","start":326.845,"end":328.445,"sentiment":"neutral","sentiment_score":0.24034431789602553},{"text":"I'll go ahead and apply 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be, you know, making this call because I've spent, like, over twenty minutes now stressing, you know, calling you.","start":494.23,"end":503.05002,"sentiment":"negative","sentiment_score":-0.5324017369747162}],"sentiment":"negative","sentiment_score":-0.40842750089036095,"channel":1,"num_words":54,"start":482.775,"end":503.05002},{"sentences":[{"text":"And,","start":503.27002,"end":503.75,"sentiment":"neutral","sentiment_score":-0.3257172107696533}],"sentiment":"neutral","sentiment_score":-0.3257172107696533,"channel":1,"num_words":1,"start":503.27002,"end":503.75},{"sentences":[{"text":"Mhmm.","start":503.49,"end":503.99,"sentiment":"neutral","sentiment_score":-0.29775699973106384}],"sentiment":"neutral","sentiment_score":-0.29775699973106384,"channel":0,"num_words":1,"start":503.49,"end":503.99},{"sentences":[{"text":"again, it will impact our financial, you know, capacity as 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itself.","start":568.07,"end":582.245,"sentiment":"negative","sentiment_score":-0.43085920065641403},{"text":"It's across it's across the Australia to all their retail service provider that they are being acquired by Neuloop, and then Neuloop made a price increase to the retail services.","start":582.545,"end":596.24,"sentiment":"neutral","sentiment_score":0.010381141522278389},{"text":"And, again, I accept that we we will not able to send an email notification prior to this effect.","start":597.74,"end":606.055,"sentiment":"neutral","sentiment_score":-0.06929526879991356},{"text":"However, the only notification, showing is once you log in to your customer portal and it shows pricing notice.","start":607.235,"end":615.255,"sentiment":"neutral","sentiment_score":-0.06644521281123161},{"text":"Prices may vary depending on the Minhame 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for","start":633.74,"end":634.38,"sentiment":"positive","sentiment_score":0.33661385377248126}],"sentiment":"positive","sentiment_score":0.38446607523494297,"channel":1,"num_words":9,"start":631.98,"end":634.38},{"sentences":[{"text":"Mhmm.","start":634.245,"end":634.64496,"sentiment":"neutral","sentiment_score":0.2801196873188019}],"sentiment":"neutral","sentiment_score":0.2801196873188019,"channel":0,"num_words":1,"start":634.245,"end":634.64496},{"sentences":[{"text":"your 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if you would like, you can provide me, since...","start":636.08496,"end":639.225,"sentiment":"neutral","sentiment_score":0.0253252524882555},{"text":"Okay.","start":640.325,"end":640.825,"sentiment":"neutral","sentiment_score":-0.018389463424682617},{"text":"Again, even though it's very redundant, I do understand where you're coming from, why you never received any prior notification via email.","start":641.045,"end":652.46,"sentiment":"neutral","sentiment_score":-0.2049346911636266},{"text":"So since you never received that notification and then the price increase has been applied to your account, I can go ahead and just refund you the amount that was added to your subscription.","start":653.24,"end":667.465,"sentiment":"neutral","sentiment_score":-0.01903637564357589}],"sentiment":"neutral","sentiment_score":-0.07181080359527293,"channel":0,"num_words":68,"start":635.20496,"end":667.465},{"sentences":[{"text":"May you please confirm the last four of your card number so I can just remove the amount added to your regular subscription?","start":668.39,"end":676.81,"sentiment":"neutral","sentiment_score":0.02323707419893016},{"text":"And just tell me if you would like to proceed with us or no, but I'm so sorry for that.","start":677.51,"end":683.02496,"sentiment":"neutral","sentiment_score":-0.12854146622121335},{"text":"I do apologize.","start":683.165,"end":684.225,"sentiment":"neutral","sentiment_score":-0.20731600125630698},{"text":"Because right now, you've been charged $89.99.","start":685.88495,"end":689.665,"sentiment":"neutral","sentiment_score":-0.19562572027955735},{"text":"And if we are going back to your original price of the subscription, it's $69.95.","start":689.725,"end":696.065,"sentiment":"neutral","sentiment_score":-0.0829273292173942}],"sentiment":"neutral","sentiment_score":-0.0775237441446413,"channel":0,"num_words":68,"start":668.39,"end":696.065},{"sentences":[{"text":"So it's added $20.04.","start":696.38,"end":699.2,"sentiment":"neutral","sentiment_score":-0.0025621218373999},{"text":"I can go ahead and definitely refund you this amount, $20.04, as as a compensation for not providing you the prior notice that this price increase has been effect.","start":699.26,"end":714.825,"sentiment":"neutral","sentiment_score":0.12504500407597113},{"text":"And then you can let us know before end of October if you would like to proceed with your subscription or no by November with that price increase, which is $90 according to the new prices for Neo Loop, 25 MBPS.","start":715.28503,"end":734.96,"sentiment":"neutral","sentiment_score":0.1339474536660241}],"sentiment":"neutral","sentiment_score":0.12307975988054799,"channel":0,"num_words":74,"start":696.38,"end":734.96},{"sentences":[{"text":"Yeah.","start":738.97504,"end":739.47504,"sentiment":"neutral","sentiment_score":0.07529467344284058},{"text":"I've never had issue with the 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then","start":1017.32,"end":1020.6,"sentiment":"neutral","sentiment_score":0.07071266546845437}],"sentiment":"neutral","sentiment_score":0.07689723093062639,"channel":0,"num_words":20,"start":1011.96,"end":1020.6},{"sentences":[{"text":"Thank you.","start":1020.27496,"end":1021.01495,"sentiment":"neutral","sentiment_score":0.1777479127049446}],"sentiment":"neutral","sentiment_score":0.1777479127049446,"channel":1,"num_words":2,"start":1020.27496,"end":1021.01495},{"sentences":[{"text":"let's talk January of last week of January.","start":1020.6,"end":1024.755,"sentiment":"neutral","sentiment_score":0.04625287023372948},{"text":"Okay?","start":1024.815,"end":1025.315,"sentiment":"neutral","sentiment_score":0.06545110046863556}],"sentiment":"neutral","sentiment_score":0.048386006926496826,"channel":0,"num_words":9,"start":1020.6,"end":1025.315},{"sentences":[{"text":"Okay.","start":1026.4349,"end":1026.9349,"sentiment":"neutral","sentiment_score":0.07910902798175812}],"sentiment":"neutral","sentiment_score":0.07910902798175812,"channel":1,"num_words":1,"start":1026.4349,"end":1026.9349},{"sentences":[{"text":"Alright.","start":1027.775,"end":1028.275,"sentiment":"neutral","sentiment_score":0.15531907975673676},{"text":"Thank you so much for giving","start":1028.335,"end":1030.575,"sentiment":"positive","sentiment_score":0.3810001015663147}],"sentiment":"positive","sentiment_score":0.34875995559351786,"channel":0,"num_words":7,"start":1027.775,"end":1030.575},{"sentences":[{"text":"Thank 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day.","start":1034.655,"end":1036.62,"sentiment":"positive","sentiment_score":0.5507087920393262},{"text":"Be","start":1036.7,"end":1036.86,"sentiment":"positive","sentiment_score":0.3904252350330353}],"sentiment":"positive","sentiment_score":0.5033642292022705,"channel":0,"num_words":10,"start":1033.695,"end":1036.86},{"sentences":[{"text":"Me","start":1036.85,"end":1037.01,"sentiment":"neutral","sentiment_score":0.32029634714126587}],"sentiment":"neutral","sentiment_score":0.32029634714126587,"channel":1,"num_words":1,"start":1036.85,"end":1037.01},{"sentences":[{"text":"safe","start":1036.86,"end":1037.1,"sentiment":"neutral","sentiment_score":0.29493263363838196}],"sentiment":"neutral","sentiment_score":0.29493263363838196,"channel":0,"num_words":1,"start":1036.86,"end":1037.1},{"sentences":[{"text":"too.","start":1037.01,"end":1037.51,"sentiment":"positive","sentiment_score":0.38127660751342773}],"sentiment":"positive","sentiment_score":0.38127660751342773,"channel":1,"num_words":1,"start":1037.01,"end":1037.51},{"sentences":[{"text":"always.","start":1037.1,"end":1037.6,"sentiment":"neutral","sentiment_score":0.06063958257436752},{"text":"If you need any assistance about your billing accounts services, just get in touch, call us, and we'll be more than happy to assist you.","start":1037.74,"end":1046.46,"sentiment":"neutral","sentiment_score":0.2847865119576454},{"text":"We're open from Monday to Fridays, 9AM to 6PM, and during Saturdays, 9AM to 4PM.","start":1046.46,"end":1053.4729,"sentiment":"neutral","sentiment_score":0.13391853322585423}],"sentiment":"neutral","sentiment_score":0.22412391170495893,"channel":0,"num_words":41,"start":1037.1,"end":1053.4729},{"sentences":[{"text":"Alright.","start":1054.2029,"end":1054.7029,"sentiment":"neutral","sentiment_score":0.2410997599363327},{"text":"No worries.","start":1054.763,"end":1055.3229,"sentiment":"positive","sentiment_score":0.33502931892871857},{"text":"Thank","start":1055.3229,"end":1055.5629,"sentiment":"positive","sentiment_score":0.6688326597213745}],"sentiment":"positive","sentiment_score":0.3949977643787861,"channel":1,"num_words":4,"start":1054.2029,"end":1055.5629},{"sentences":[{"text":"Alright.","start":1055.3729,"end":1055.8729,"sentiment":"positive","sentiment_score":0.5014533996582031}],"sentiment":"positive","sentiment_score":0.5014533996582031,"channel":0,"num_words":1,"start":1055.3729,"end":1055.8729},{"sentences":[{"text":"you.","start":1055.5629,"end":1056.0629,"sentiment":"positive","sentiment_score":0.6180475950241089}],"sentiment":"positive","sentiment_score":0.6180475950241089,"channel":1,"num_words":1,"start":1055.5629,"end":1056.0629},{"sentences":[{"text":"Thank you so much.","start":1056.013,"end":1057.2129,"sentiment":"positive","sentiment_score":0.8313383907079697},{"text":"Have a good","start":1057.2129,"end":1057.773,"sentiment":"positive","sentiment_score":0.7394578258196512}],"sentiment":"positive","sentiment_score":0.7919610057558332,"channel":0,"num_words":7,"start":1056.013,"end":1057.773},{"sentences":[{"text":"Thank you.","start":1057.5629,"end":1057.643,"sentiment":"positive","sentiment_score":0.7938888072967529},{"text":"You","start":1057.643,"end":1058.143,"sentiment":"positive","sentiment_score":0.6304587125778198}],"sentiment":"positive","sentiment_score":0.7394121090571085,"channel":1,"num_words":3,"start":1057.5629,"end":1058.143},{"sentences":[{"text":"one.","start":1057.773,"end":1058.273,"sentiment":"positive","sentiment_score":0.5687881708145142},{"text":"Bye 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The agent explains that the increase is due to a new pricing plan and offers a three-month discount and a new discount. The customer is hesitant due to past negative experiences and the agent promises to escalate the issue. The customer is upset about network price increases and the agent apologizes and offers to refund them. The agent provides a 15% discount and offers assistance with billing accounts services."},"intents":{"segments":[{"text":"So, Emmanuel, upon review, your service is under the Linham network, which has recently increased their pricing to their retail services, including Airtel AU. And as a result, we have to do some adjustment in reference to the pricing accordingly, which reflected into your October invoice.","start_word":106,"end_word":151,"intents":[{"intent":"Confirm pricing adjustment","confidence_score":0.0071060685}]},{"text":"I do understand your point of view in reference with this. However, I could see in here that the update or the notification in reference to the pricing is only available from the notation from your documents under your customer portal, which is prices may vary depending on the Linham networks.","start_word":393,"end_word":443,"intents":[{"intent":"Understand pricing","confidence_score":0.00076459657}]},{"text":"I do understand your point of view in reference with this. However, I could see in here that the update or the notification in reference to the pricing is only available from the notation from your documents under your customer portal, which is prices may vary depending on the Linham networks. But I agree with you. It should be communicated prior to the effective date.","start_word":393,"end_word":457,"intents":[{"intent":"Communicate pricing update","confidence_score":0.08723382}]},{"text":"Because I'm trying to check the best options that I can provide to you. Because even though you are in a no contract, we still value you as a customer, and I could see on here that you are... You have a good payment history, and we have you with Airtel for almost a year now because we have you since December 2025.","start_word":572,"end_word":634,"intents":[{"intent":"Enhance customer satisfaction","confidence_score":0.0002460174}]},{"text":"I'll go ahead and apply three months discount starting November, December, January.","start_word":745,"end_word":756,"intents":[{"intent":"Apply discount","confidence_score":0.6641007}]},{"text":"My name is Melissa. I'm You from know you know accounts. what?","start_word":910,"end_word":921,"intents":[{"intent":"Speak to speaker","confidence_score":0.00040430177}]},{"text":"I'm not being personal. I'm not, you know, attacking your personality. But, you know, I could see... Send something now when you are saying that, oh, this is your policy that you only apply three months. So you... Yeah.","start_word":925,"end_word":963,"intents":[{"intent":"Update policy","confidence_score":0.059127886}]},{"text":"I'm going to escalate it.","start_word":1073,"end_word":1077,"intents":[{"intent":"Escalate issue","confidence_score":0.68196535}]},{"text":"I'm not actually interested in the three months that you want to... Or 15% discount, But I'm going to... Because you just said something now that your own policy... So it only applies... It only favors you, you know, your company because based on your policy... And like I said to which we are in a business, and we don't do... Our customer, they are our priority. They don't deserve.","start_word":1079,"end_word":1148,"intents":[{"intent":"Request discount","confidence_score":0.0064397827}]},{"text":"Whatever any changes... We want to apply any changes to our business, and that would impact them financially.","start_word":1156,"end_word":1173,"intents":[{"intent":"Apply changes","confidence_score":0.15922432}]},{"text":"It's indicated Yeah.","start_word":1258,"end_word":1260,"intents":[{"intent":"Verify account","confidence_score":0.00017025098}]},{"text":"I will escalate this, honestly, because this is not fair at all. So Yeah.","start_word":1365,"end_word":1378,"intents":[{"intent":"Escalate","confidence_score":0.14809948}]},{"text":"As I've mentioned, I do understand where you're coming from that you never receive any sudden notification or price increase from the network itself.","start_word":1382,"end_word":1405,"intents":[{"intent":"Receive notification/prize increase","confidence_score":0.015958315}]},{"text":"Again, even though it's very redundant, I do understand where you're coming from, why you never received any prior notification via email. So since you never received that notification and then the price increase has been applied to your account, I can go ahead and just refund you the amount that was added to your subscription.","start_word":1535,"end_word":1590,"intents":[{"intent":"Refund amount","confidence_score":0.15818074}]},{"text":"May you please confirm the last four of your card number so I can just remove the amount added to your regular subscription?","start_word":1591,"end_word":1613,"intents":[{"intent":"Confirm card number","confidence_score":0.4125774},{"intent":"Confirm subscription status","confidence_score":0.02037862}]},{"text":"Because right now, you've been charged $89.99. And if we are going back to your original price of the subscription, it's $69.95. So it's added $20.04. I can go ahead and definitely refund you this amount, $20.04, as as a compensation for not providing you the prior notice that this price increase has been effect.","start_word":1637,"end_word":1691,"intents":[{"intent":"Provide compensation","confidence_score":0.11272821}]},{"text":"So we'll just provide the refund to the card to the card where the payment has been processed. K?","start_word":1855,"end_word":1873,"intents":[{"intent":"Refund payment","confidence_score":0.046906795}]},{"text":"We're providing you, this is Sean if you would like to proceed with this amount with Airtel or if you would like to explore another Internet service provider that might be cheaper. We don't know what offer they'll have, but, just to set Okay.","start_word":1992,"end_word":2035,"intents":[{"intent":"Determine payment options","confidence_score":0.009323695},{"intent":"Discuss options","confidence_score":0.008907664}]},{"text":"You know you know, you said earlier that you can apply a 15% discount Yes.","start_word":2066,"end_word":2080,"intents":[{"intent":"Apply discount","confidence_score":0.19569834}]},{"text":"So after this call, I'll go ahead and process the refund and then apply 15% discount for your November, October... November, December, January. K? And Yep.","start_word":2127,"end_word":2152,"intents":[{"intent":"Process refund","confidence_score":0.63305986},{"intent":"Apply discount","confidence_score":0.8770845}]},{"text":"from today onwards, I will be the one who will handle your account. My name is Melissa. K?","start_word":2199,"end_word":2216,"intents":[{"intent":"Handle account","confidence_score":0.42236573}]},{"text":"For any businesses, if price increase is involved, it's really a different thing. It's really a different impact. But we don't wanna lose just our customer. Reason why the best option that we can provide is at least apply a discount because we really need to do some adjustment in line with the network provider's rate to continue providing sustainable service. Yes. Yeah.","start_word":2245,"end_word":2307,"intents":[{"intent":"Adjust price","confidence_score":0.283559}]},{"text":"I'll send you the refund, $20.04. I will send you the proof of refund, and then Thank you.","start_word":2366,"end_word":2383,"intents":[{"intent":"Send proof of refund","confidence_score":0.071458474}]}]},"sentiments":{"segments":[{"text":"Hi. Good afternoon. This is YourTel accounts. My name is Melissa. Am I speaking to mister Emmanuel Adecumba? Hi. How are you today? Yes.","start_word":0,"end_word":23,"sentiment":"neutral","sentiment_score":0.16736571490764618},{"text":"Yeah. I'm good. Thank That's great to hear. Thank you so much for giving us a call, and I'll be glad to assist you today.","start_word":24,"end_word":48,"sentiment":"positive","sentiment_score":0.6413928270339966},{"text":"May I have your date of birth, please? you. Nineteen twelve nineteen seventy nine.","start_word":49,"end_word":62,"sentiment":"neutral","sentiment_score":0.07619988918304443},{"text":"Thank you so much.","start_word":63,"end_word":66,"sentiment":"positive","sentiment_score":0.4266798198223114},{"text":"And I was advised by one of our team member that you are calling in in reference with the amount that you have to your October invoice. Is that right? Yes. Okay.","start_word":67,"end_word":98,"sentiment":"neutral","sentiment_score":0.05930424481630325},{"text":"Thank you so much for that confirmation.","start_word":99,"end_word":105,"sentiment":"positive","sentiment_score":0.4425536394119262},{"text":"So, Emmanuel, upon review, your service is under the Linham network, which has recently increased their pricing to their retail services, including Airtel AU. And as a result, we have to do some adjustment in reference to the pricing accordingly, which reflected into your October invoice. Because I could see in here, previously, your, amount for the subscription of 25 Mbps is only $69.95. And following the increase of the Linham network in reference to their pricing, this plan became $89.95. Because there are some updates, and this Linham network's acquired by Neuloop, and they do have a price increase to all their Internet service provider retail partner. That's the That's reason o... why your That's invoice okay. is showing a different Yeah. one. That's that's that's okay. But what I'm saying is that there should be a line of communication. We too... We are in we are in business as well, and we have our policies and procedures too when it comes to our our customers. Mhmm. I So we understand need that. we need, you know, some line of, you know, communication that this amount is going up. And this increase is actually significant. Mhmm. It it can't just... You know, this is a developed country, and this is the age and time that communication will help other people better to have an idea of what is going on. Fine. If they have to, you know, sell the franchise or if anybody's... You know, and the... If there's any... It's fine. We all know what is happening, you know, in the markets, you know, in different sectors. But there should be a kind of demand that there should be a kind of communication. I understand. I do understand your point of view in reference with this. However, I could see in here that the update or the notification in reference to the pricing is only available from the notation from your documents under your customer portal, which is prices may vary depending on the Linham networks. But I agree with you. It should be communicated prior to the effective date. In that way, we are setting our customer proper expectation that the previous subscription for the same plan, but it's different amount, something like that. So here's what I'm going to do. I'm so sorry. I do I do understand your point of view in reference in sending a prior communication in reference with this, and this charge or change of price may be unexpected.","start_word":106,"end_word":522,"sentiment":"neutral","sentiment_score":-0.029778945181581327},{"text":"And we really apologize for any inconvenience because because, this changes from the network itself that Linham network is being acquired by Neluf.","start_word":523,"end_word":545,"sentiment":"negative","sentiment_score":-0.3611190915107727},{"text":"It's also a sudden, notification on our end.","start_word":546,"end_word":553,"sentiment":"neutral","sentiment_score":-0.2586852014064789},{"text":"So, unfortunately, it has to be implemented as soon as possible.","start_word":554,"end_word":564,"sentiment":"negative","sentiment_score":-0.43726301193237305},{"text":"But the thing here... One moment. Okay? Because I'm trying to check the best options that I can provide to you. Because even though you are in a no contract, we still value you as a customer, and I could see on here that you are... You have a good payment history, and we have you with Airtel for almost a year now because we have you since December 2025. And to help produce at least the impact of this price increase for at least three months, I can go ahead and apply, like, 15% from the increased price from your, $89.99 price increase for your plan. I hope this will help at least to reduce the amount for at least three months. Emmanuel? I want six Six months. Okay. Nothing months. to worry. Here's what I'm going to do. Okay? Because I'll be transparent with you. For us to be able to provide and continue providing sustainable services, the maximum... The standard maximum discount that we can provide will be three months. So here's what I'm going to do. I'll go ahead and apply three months discount starting November, December, January. And then before end of January, I'll go ahead and revisit your account, and then I'll go ahead and try to get another approval to provide you another three months.","start_word":565,"end_word":786,"sentiment":"neutral","sentiment_score":0.17226292797037074},{"text":"In that way, I can fulfill your request to have it six months.","start_word":787,"end_word":799,"sentiment":"positive","sentiment_score":0.5107064247131348},{"text":"I do understand it just so happened. Personally, I can go ahead and put it on your account six months, but since our standard maximum discount period for Linham network is three months, for now, I can provide three months. And then before the three months end by January of last week, I can revisit it, and then we'll go ahead and do my best to get an approval to provide you another three months discount period. And then I'll... I will go ahead and provide you an update in reference with that. I'll call you or send you an email. K? And See... you can take note my name. My name is Melissa. I'm You from know you know accounts. what? Yes. Sorry. Sorry. I'm not being personal.","start_word":800,"end_word":928,"sentiment":"neutral","sentiment_score":0.121858149766922},{"text":"I'm not, you know, attacking your personality.","start_word":929,"end_word":935,"sentiment":"negative","sentiment_score":-0.33347460627555847},{"text":"But, you know, I could see... Send something now when you are saying that, oh, this is your policy that you only apply three months. So you... Yeah. So you respect your policy and... Which only favors you.","start_word":936,"end_word":973,"sentiment":"neutral","sentiment_score":-0.13148963451385498},{"text":"But for people like us, it's as if we are under, you know, your company's mercy, and that is why we are not respected enough to be given a prior, you know, notice for the increase in, you know, in the charges, in the, you know, what we pay the subscription.","start_word":974,"end_word":1024,"sentiment":"negative","sentiment_score":-0.4099587202072144},{"text":"We pay every month.","start_word":1025,"end_word":1028,"sentiment":"neutral","sentiment_score":-0.17613933980464935},{"text":"But you just said something now that according to your policy, meanwhile, for people like us that we don't have a voice. And that is the reason why I'm going to escalate this issue, you know, to the necessary... The consumer complete commission agency. I'm going to escalate it.","start_word":1029,"end_word":1077,"sentiment":"negative","sentiment_score":-0.46768394112586975},{"text":"I'm not actually interested in the three months that you want to... Or 15% discount, But I'm going to... Because you just said something now that your own policy... So it only applies... It only favors you, you know, your company because based on your policy... And like I said to which we are in a business, and we don't do... Our customer, they are our priority.","start_word":1078,"end_word":1144,"sentiment":"neutral","sentiment_score":-0.22626623511314392},{"text":"They don't deserve.","start_word":1145,"end_word":1147,"sentiment":"negative","sentiment_score":-0.5026297569274902},{"text":"You know, they need a first hand information. Whatever any changes... We want to apply any changes to our business, and that would impact them financially.","start_word":1148,"end_word":1173,"sentiment":"neutral","sentiment_score":-0.2745150327682495},{"text":"Because now I'm not supposed to be, you know, making this call because I've spent, like, over twenty minutes now stressing, you know, calling you.","start_word":1174,"end_word":1198,"sentiment":"negative","sentiment_score":-0.5324257612228394},{"text":"And, Mhmm.","start_word":1199,"end_word":1200,"sentiment":"neutral","sentiment_score":-0.3070770800113678},{"text":"again, it will impact our financial, you know, capacity as well.","start_word":1201,"end_word":1211,"sentiment":"negative","sentiment_score":-0.4033559262752533},{"text":"You know? So I'm going to take this matter up honestly. I'm going to take it up. So... Because you were saying that there's an information saying, there was never a time I logged in to whatever, you know, portal Customer report. it is Yeah. personal. It's indicated Yeah. I from have your never... customer So portal. the only line of communication is email... Via email. So I have never... So which I expected. I was just wondering when I saw the, you know, the invoice and the deduction that what's going on. And I checked all the previous subscription, you know, payment that we've been making since December. That is $69 point something cents.","start_word":1212,"end_word":1326,"sentiment":"neutral","sentiment_score":-0.1231205388903618},{"text":"So why it's in line, which is quite significant.","start_word":1327,"end_word":1335,"sentiment":"negative","sentiment_score":-0.361594021320343},{"text":"I understand that.","start_word":1336,"end_word":1338,"sentiment":"neutral","sentiment_score":-0.19301554560661316},{"text":"See, the problem is... I don't know. So that's just what I want to do. So... And and that decision I've made. I'm gonna reach out. I will escalate this, honestly, because this is not fair at all. So Yeah. it's not fair. As I've mentioned, I do understand where you're coming from that you never receive any sudden notification or price increase from the network itself.","start_word":1339,"end_word":1405,"sentiment":"negative","sentiment_score":-0.4799739718437195},{"text":"It's across it's across the Australia to all their retail service provider that they are being acquired by Neuloop, and then Neuloop made a price increase to the retail services. And, again, I accept that we we will not able to send an email notification prior to this effect. However, the only notification, showing is once you log in to your customer portal and it shows pricing notice. Prices may vary depending on the Minhame network. And also from the contract, it says the prices may vary depending with the network's prices provided to us as their retail service provider.","start_word":1406,"end_word":1505,"sentiment":"neutral","sentiment_score":-0.035236656665802},{"text":"Anyway, thank you for your time.","start_word":1506,"end_word":1511,"sentiment":"positive","sentiment_score":0.39479976892471313},{"text":"Thank you for Mhmm. your time. I I'm really so appreciate sorry. But if you would like, you can provide me, since... Okay. Again, even though it's very redundant, I do understand where you're coming from, why you never received any prior notification via email. So since you never received that notification and then the price increase has been applied to your account, I can go ahead and just refund you the amount that was added to your subscription. May you please confirm the last four of your card number so I can just remove the amount added to your regular subscription? And just tell me if you would like to proceed with us or no, but I'm so sorry for that. I do apologize. Because right now, you've been charged $89.99. And if we are going back to your original price of the subscription, it's $69.95. So it's added $20.04. I can go ahead and definitely refund you this amount, $20.04, as as a compensation for not providing you the prior notice that this price increase has been effect. And then you can let us know before end of October if you would like to proceed with your subscription or no by November with that price increase, which is $90 according to the new prices for Neo Loop, 25 MBPS. Yeah. I've never had issue with the network. You know? So... And, yeah, I know that anytime they wanted to to do, like, maintenance or there's gonna be power outage or something. I do receive an email, you know, for that. So I was the expectation too is high for this price price increments as well. Now at least Mhmm. there could be, you know, some kind of prior, you know, updates. Yeah. So It's... which... Yeah. Your special, it's Yes. not $5, $3, $6. It's evident and impact, which is... See, it's evident from Yeah. 60 The nine account... dollars to 95<unk> to 9... Almost $90. Yes. So I... The... It's charged directly from our business Mm-mm. accounts. Yes. Mhmm. Alright. So we'll just provide the refund to the card to the card where the payment has been processed. K? And then I'll just send you an email with the proof that this amount of $20.04 has been refunded. Okay? One moment. Let me just So take hold note on. of Hold here. on. Sorry. Hold on. So now if it is refunded, so going forward, so how much... Why are we still gonna be paying for the premium for the, you know, subscription? Mhmm. Yeah. So that that's the reason why. So right now I mentioned we will consider that the invoice for your October will not be increased. So I'm refunding back the added amount, which is $20.04. So technically, we will just go ahead and implement the price increase next month, but you can decide. We're providing you, this is Sean if you would like to proceed with this amount with Airtel or if you would like to explore another Internet service provider that might be cheaper. We don't know what offer they'll have, but, just to set Okay. your proper expectation from today, the amount for the $25 and b t s from 6995, it will be $90.89 dollars 99<unk>. Okay. So what I would say is this. You know you know, you said earlier that you can apply a 15% discount Yes. for If three you will months. stay with us. Then after three months, you know, you would raise... Try to, you Revisit and try to get an approval know... that... Yes. Yes. This... So Mhmm. let's do that one. So leave the Mhmm. refund. Okay. Sure. So after this call, I'll go ahead and process the refund and then apply 15% discount for your November, October... November, December, January. K? And Yep. then last week of January, I will visit your... Revisit your account, get an approval to extend another three months, and then whatever will be the decision, I'll call you. If I did not reach you through phone call, I'll send you an email. And Okay. from today onwards, I will be the one who will handle your account. My name is Melissa. K? No worries. Alright.","start_word":1512,"end_word":2219,"sentiment":"neutral","sentiment_score":0.024328436532799723},{"text":"Thank you. And I appreciate your time today, and I really appreciate the feedback you shared to me in reference with this.","start_word":2220,"end_word":2241,"sentiment":"positive","sentiment_score":0.5513242483139038},{"text":"You know what? For any businesses, if price increase is involved, it's really a different thing. It's really a different impact. But we don't wanna lose just our customer. Reason why the best option that we can provide is at least apply a discount because we really need to do some adjustment in line with the network provider's rate to continue providing sustainable service. Yes. Yeah. Because because we will not increase the price unless the network provider increases theirs because it's really Sure. showing Yeah. from the business industry that Disney Loop increases their pricing across their, retail service provider, which is, were included, Airtel AU. Yes. Sure. Yeah. So, yeah, let's go ahead and wrap this up. Yes. Three months, 15% discount. I'll send you the refund, $20.04. I will send you the proof of refund, and then Thank you. let's talk January of last week of January. Okay? Okay. Alright.","start_word":2242,"end_word":2394,"sentiment":"neutral","sentiment_score":0.012405933812260628},{"text":"Thank you so much for giving Thank you. us a chance to make this up, and I appreciate Yeah. your time. Please enjoy the rest of your day. Be Me safe too.","start_word":2395,"end_word":2426,"sentiment":"positive","sentiment_score":0.4116913676261902},{"text":"always. If you need any assistance about your billing accounts services, just get in touch, call us, and we'll be more than happy to assist you. We're open from Monday to Fridays, 9AM to 6PM, and during Saturdays, 9AM to 4PM. Alright.","start_word":2427,"end_word":2468,"sentiment":"neutral","sentiment_score":0.21774581429504217},{"text":"No worries. Thank Alright. you. Thank you so much. Have a good Thank you. You one.","start_word":2469,"end_word":2484,"sentiment":"positive","sentiment_score":0.6558139324188232},{"text":"Bye bye. too.","start_word":2485,"end_word":2487,"sentiment":"neutral","sentiment_score":0.2689593434333801},{"text":"Thank you.","start_word":2488,"end_word":2489,"sentiment":"positive","sentiment_score":0.6197398900985718},{"text":"Bye.","start_word":2490,"end_word":2490,"sentiment":"neutral","sentiment_score":0.31456416845321655}],"average":{"sentiment":"neutral","sentiment_score":-0.009178848175667182}}}}