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May I know the reason for the cancellation? May I know the reason you said you wanted to cancel? Am I right? Okay. Okay. I see. Hang on. Let me just check your account. Hello? No? Yes. So upon checking your account, you're under 24 contract. Right? It's twenty four months contract. Mhmm. So you start yeah. You started 01/07/2025. And so there's still a remaining one year? Yeah. Yeah. Because it's twenty four months. Mhmm. He said you can eighteen months only? Okay. Take a note on that, and I'll coordinate this to account our accounts department because it still also have an outstanding balance here, I can see, which is $69.95 for the month of June. So, yeah, this is covered June 1 to June 30. This is your bill for the month of June. Yeah. So you still need to settle this one before we close your account, and I'll confirm with your accounts department if there's still an cancellation fee. Is that a free router? Yeah. From Airtel? That's already yours since we're not accepting used equipment. Yeah. So you don't need to send us back the router. Yeah. Yeah. Yeah. I will not charge you the router. Mhmm. Can you wait eight days until within this day? We'll just confirm this to our accounts department because you still have an outstanding bill that you need to settle before we proceed on canceling the account. Yeah. So mhmm. So I suggest you settle the your bill first for the month of June so that we can proceed. Yeah. We can cancel it today as long as the outstanding balance is settled. Mhmm. Anything else? Okay. So, yeah, just settle the outstanding balance, then we can proceed with canceling the account. Okay. Sure. I'll inform our accounts department also. Okay. You're welcome. Bye. 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Good morning. This is Maureen from Airtel tech support. How can I assist you today? Okay.\n\nI see. May I have your full name, please, for me to check the account? May I know the reason for the cancellation? May I know the reason you said you wanted to cancel? Am I right?\n\nOkay. Okay. I see. Hang on. Let me just check your account.\n\nHello? No? Yes. So upon checking your account, you're under 24 contract. Right?\n\nIt's twenty four months contract. Mhmm. So you start yeah. You started 01/07/2025. And so there's still a remaining one year?\n\nYeah. Yeah. Because it's twenty four months. Mhmm. He said you can eighteen months only?\n\nOkay. Take a note on that, and I'll coordinate this to account our accounts department because it still also have an outstanding balance here, I can see, which is $69.95 for the month of June. So, yeah, this is covered June 1 to June 30. This is your bill for the month of June. Yeah.\n\nSo you still need to settle this one before we close your account, and I'll confirm with your accounts department if there's still an cancellation fee. Is that a free router? Yeah. From Airtel? That's already yours since we're not accepting used equipment.\n\nYeah. So you don't need to send us back the router. Yeah. Yeah. Yeah.\n\nI will not charge you the router. Mhmm. Can you wait eight days until within this day? We'll just confirm this to our accounts department because you still have an outstanding bill that you need to settle before we proceed on canceling the account. Yeah.\n\nSo mhmm. So I suggest you settle the your bill first for the month of June so that we can proceed. Yeah. We can cancel it today as long as the outstanding balance is settled. Mhmm.\n\nAnything else? Okay. So, yeah, just settle the outstanding balance, then we can proceed with canceling the account. Okay. Sure.\n\nI'll inform our accounts department also. Okay. You're welcome. Bye. Have a great day.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.68,"end":2.1599998,"sentiment":"neutral","sentiment_score":0.1979127824306488},{"text":"Good morning.","start":2.1599998,"end":2.8999999,"sentiment":"positive","sentiment_score":0.4626992791891098},{"text":"This is Maureen from Airtel tech support.","start":2.96,"end":5.7799997,"sentiment":"positive","sentiment_score":0.43810164502688814},{"text":"How can I assist you today?","start":6.3999996,"end":7.94,"sentiment":"positive","sentiment_score":0.4837493300437927},{"text":"Okay.","start":20.164999,"end":20.564999,"sentiment":"neutral","sentiment_score":-0.02663300931453705}],"sentiment":"positive","sentiment_score":0.41564034276148853,"num_words":17,"start":1.68,"end":20.564999},{"sentences":[{"text":"I see.","start":20.564999,"end":21.045,"sentiment":"neutral","sentiment_score":-0.015095523092895746},{"text":"May I have your full name, please, for me to check the 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on.","start":61.579998,"end":61.98,"sentiment":"neutral","sentiment_score":-0.006763531826436519},{"text":"Let me just check your account.","start":61.98,"end":63.6,"sentiment":"neutral","sentiment_score":0.015165875665843487}],"sentiment":"neutral","sentiment_score":0.0000409268153210481,"num_words":12,"start":50.965,"end":63.6},{"sentences":[{"text":"Hello?","start":143.04999,"end":143.54999,"sentiment":"neutral","sentiment_score":-0.005542347207665443},{"text":"No?","start":143.60999,"end":144.10999,"sentiment":"neutral","sentiment_score":-0.06112350896000862},{"text":"Yes.","start":146.32999,"end":146.81,"sentiment":"neutral","sentiment_score":-0.0010069040581583977},{"text":"So upon checking your account, you're under 24 contract.","start":146.81,"end":151.39,"sentiment":"neutral","sentiment_score":-0.014471308845612738},{"text":"Right?","start":151.53,"end":152.03,"sentiment":"neutral","sentiment_score":-0.013009635731577871}],"sentiment":"neutral","sentiment_score":-0.016224936582148075,"num_words":13,"start":143.04999,"end":152.03},{"sentences":[{"text":"It's twenty four months contract.","start":155.45,"end":158.145,"sentiment":"neutral","sentiment_score":-0.03781628683209419},{"text":"Mhmm.","start":161.325,"end":161.825,"sentiment":"neutral","sentiment_score":-0.013379791751503944},{"text":"So you start yeah.","start":162.445,"end":164.145,"sentiment":"neutral","sentiment_score":-0.007331125671043992},{"text":"You started 01/07/2025.","start":164.285,"end":168.305,"sentiment":"neutral","sentiment_score":-0.0025116971228271723},{"text":"And so there's still a remaining one 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only?","start":201.59,"end":205.04999,"sentiment":"neutral","sentiment_score":-0.09936070548636573}],"sentiment":"neutral","sentiment_score":-0.08845747535427412,"num_words":15,"start":179.56,"end":205.04999},{"sentences":[{"text":"Okay.","start":209.11,"end":209.61,"sentiment":"neutral","sentiment_score":0.0026607755571603775},{"text":"Take a note on that, and I'll coordinate this to account our accounts department because it still also have an outstanding balance here, I can see, which is $69.95 for the month of June.","start":210.39,"end":227.125,"sentiment":"neutral","sentiment_score":-0.022748207892565167},{"text":"So, yeah, this is covered June 1 to June 30.","start":235.62999,"end":247.805,"sentiment":"neutral","sentiment_score":0.03787047881633043},{"text":"This is your bill for the month of June.","start":248.425,"end":251.325,"sentiment":"neutral","sentiment_score":0.04226790078812175},{"text":"Yeah.","start":254.905,"end":255.405,"sentiment":"neutral","sentiment_score":-0.008425060659646988}],"sentiment":"neutral","sentiment_score":-0.0003652265126054937,"num_words":55,"start":209.11,"end":255.405},{"sentences":[{"text":"So you still need to settle this one before we close your account, and I'll confirm with your accounts department if there's still an cancellation fee.","start":255.83,"end":268.88998,"sentiment":"neutral","sentiment_score":-0.19743248705680555},{"text":"Is that a free router?","start":285.28,"end":286.74,"sentiment":"neutral","sentiment_score":0.01832293886691332},{"text":"Yeah.","start":289.91998,"end":290.41998,"sentiment":"neutral","sentiment_score":0.03335309028625488},{"text":"From Airtel?","start":290.88,"end":291.86,"sentiment":"neutral","sentiment_score":0.02326298411935568},{"text":"That's already yours since we're not accepting used 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router.","start":326.92502,"end":329.105,"sentiment":"neutral","sentiment_score":0.026209619428430284},{"text":"Mhmm.","start":331.085,"end":331.585,"sentiment":"neutral","sentiment_score":0.010757751762866974},{"text":"Can you wait eight days until within this day?","start":338.285,"end":343.53998,"sentiment":"neutral","sentiment_score":-0.05879527123437987},{"text":"We'll just confirm this to our accounts department because you still have an outstanding bill that you need to settle before we proceed on canceling the account.","start":344.15997,"end":354.81998,"sentiment":"neutral","sentiment_score":-0.11860915604564878},{"text":"Yeah.","start":358.965,"end":359.465,"sentiment":"neutral","sentiment_score":0.012560807168483734}],"sentiment":"neutral","sentiment_score":-0.07832930576470164,"num_words":45,"start":326.92502,"end":359.465},{"sentences":[{"text":"So mhmm.","start":359.765,"end":361.625,"sentiment":"neutral","sentiment_score":0.0075258524157106885},{"text":"So I suggest you settle the your bill first for the month of June so that we can proceed.","start":364.965,"end":373.63998,"sentiment":"neutral","sentiment_score":-0.011138979149492164},{"text":"Yeah.","start":383.935,"end":384.255,"sentiment":"neutral","sentiment_score":0.010821733623743056},{"text":"We can cancel it today as long as the outstanding balance is settled.","start":384.255,"end":390.115,"sentiment":"neutral","sentiment_score":-0.059250592039181635},{"text":"Mhmm.","start":392.255,"end":392.755,"sentiment":"neutral","sentiment_score":-0.00028838682919740677}],"sentiment":"neutral","sentiment_score":-0.026564256908992927,"num_words":36,"start":359.765,"end":392.755},{"sentences":[{"text":"Anything else?","start":403.86,"end":404.84,"sentiment":"neutral","sentiment_score":-0.019091146998107433},{"text":"Okay.","start":407.78,"end":408.28,"sentiment":"neutral","sentiment_score":0.009985307231545448},{"text":"So, yeah, just settle the outstanding balance, then we can proceed with canceling the account.","start":408.58,"end":415.275,"sentiment":"neutral","sentiment_score":-0.049151611328125},{"text":"Okay.","start":419.655,"end":420.135,"sentiment":"neutral","sentiment_score":0.047222800552845},{"text":"Sure.","start":420.135,"end":420.615,"sentiment":"neutral","sentiment_score":0.06439908593893051}],"sentiment":"neutral","sentiment_score":-0.032692463509738444,"num_words":20,"start":403.86,"end":420.615},{"sentences":[{"text":"I'll inform our accounts department also.","start":420.615,"end":423.115,"sentiment":"neutral","sentiment_score":0.03596417109171549},{"text":"Okay.","start":425.64294,"end":426.04294,"sentiment":"neutral","sentiment_score":0.21574640274047852},{"text":"You're welcome.","start":426.04294,"end":426.78293,"sentiment":"positive","sentiment_score":0.3763192892074585},{"text":"Bye.","start":426.84293,"end":427.32294,"sentiment":"neutral","sentiment_score":0.28498542308807373},{"text":"Have a great day.","start":427.32294,"end":428.38293,"sentiment":"positive","sentiment_score":0.36590277776122093}],"sentiment":"neutral","sentiment_score":0.20948332441704615,"num_words":14,"start":420.615,"end":428.38293}]}}]},{"alternatives":[{"transcript":"Hello? Uh-huh. Can you tell me the I want to cancel this Internet. Can you check help me, is it not enough for the month eighteen months? Nhungtong, n h u n t. What happened? I go to I go to holiday. It's a long long time. I go to holiday in the long time. When I come when I come back, I want you open again. Yes, me. Uh-huh. Twenty four months. It's in an How much this one? One year? One more year? Oh, no. No. Because when I did connect the contract, the the the the man tell me if it's not eighteen month eighteen month I can't cancel. Yes. No. Twenty four month. Eighteen months. Yes. For the two now, is it how long? Now? Twenty month. Yes. If if I cancel yes. If I cancel. I can you can the charges the modem. You can how much for the charges the modem? The free the free router. Yes. The ABN for the modem ABN for the free. Yes. No. No need the stand back. You you you don't you no need the charges, the free for me? Yes. When when when I kinda cancel? Yes. Okay. You can cancel the for the today. Okay. No. Thanks. Yeah. If you can send a message for me, please. Yes. Yes. Thank you. Yes. Bye. 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Good morning. This is Maureen from Airtel tech support. How can I assist you today?\n\nChannel 1: Hello? Uh-huh. Can you tell me the I want to cancel this Internet. Can you check help me, is it not enough for the month eighteen months?\n\nChannel 0: Okay. I see. May I have your full name, please, for me to check the account?\n\nChannel 1: Nhungtong, n h u n t.\n\nChannel 0: May I know the reason for the cancellation?\n\nChannel 1: What happened?\n\nChannel 0: May I know the reason you said you wanted to cancel? Am I right?\n\nChannel 1: I go to I go to holiday. It's a long long time. I go\n\nChannel 0: Okay.\n\nChannel 1: to holiday in the long time. When I come when I come back, I want you open again.\n\nChannel 0: Okay. I see. Hang on. Let me just check your account. Hello?\n\nNo?\n\nChannel 1: Yes, me.\n\nChannel 0: Yes. So upon checking your account, you're under 24 contract. Right?\n\nChannel 1: Uh-huh.\n\nChannel 0: It's twenty four months contract.\n\nChannel 1: Twenty four months.\n\nChannel 0: Mhmm. So\n\nChannel 1: It's\n\nChannel 0: you\n\nChannel 1: in\n\nChannel 0: start\n\nChannel 1: an\n\nChannel 0: yeah. You started 01/07/2025.\n\nChannel 1: How much this\n\nChannel 0: And so there's still a remaining one year?\n\nChannel 1: one? One year?\n\nChannel 0: Yeah.\n\nChannel 1: One more year?\n\nChannel 0: Yeah. Because it's\n\nChannel 1: Oh,\n\nChannel 0: twenty\n\nChannel 1: no.\n\nChannel 0: four months. Mhmm.\n\nChannel 1: No. Because when I did connect the contract, the the the the man tell me if it's not eighteen month eighteen month I can't cancel. Yes. No. Twenty four month.\n\nChannel 0: He said\n\nChannel 1: Eighteen\n\nChannel 0: you\n\nChannel 1: months.\n\nChannel 0: can eighteen months only?\n\nChannel 1: Yes.\n\nChannel 0: Okay. Take a note on that, and I'll coordinate this to account our accounts department because it still also have an outstanding balance here, I can see, which is $69.95 for the month of June.\n\nChannel 1: For the two now, is it how long? Now?\n\nChannel 0: So, yeah, this is covered June 1 to June\n\nChannel 1: Twenty\n\nChannel 0: 30. This is your bill for the month of June.\n\nChannel 1: month. Yes.\n\nChannel 0: Yeah. So you still need to settle this one before we close your account, and I'll confirm with your accounts department if there's still an cancellation fee.\n\nChannel 1: If if I cancel yes. If I cancel. I can you can the charges the modem. You can how much for the charges the modem?\n\nChannel 0: Is that a free router?\n\nChannel 1: The free the free router.\n\nChannel 0: Yeah. From Airtel?\n\nChannel 1: Yes. The ABN for the modem ABN for the free.\n\nChannel 0: That's already yours since we're not accepting used equipment.\n\nChannel 1: Yes.\n\nChannel 0: Yeah. So you don't need to send us back the router. Yeah.\n\nChannel 1: No. No need the stand back. You you\n\nChannel 0: Yeah.\n\nChannel 1: you don't you no need the charges, the free for me?\n\nChannel 0: Yeah. I will not charge you the router.\n\nChannel 1: Yes.\n\nChannel 0: Mhmm.\n\nChannel 1: When when when I kinda cancel?\n\nChannel 0: Can you wait eight days until within this day? We'll just confirm this to our accounts department because you still have an outstanding bill that you need to settle before we proceed on canceling the account.\n\nChannel 1: Yes.\n\nChannel 0: Yeah.\n\nChannel 1: Okay.\n\nChannel 0: So mhmm. So I suggest you settle the your bill first for the month of June so that we can proceed.\n\nChannel 1: You can cancel the for the today.\n\nChannel 0: Yeah. We can cancel it today as long as the outstanding balance is settled.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm. Anything else?\n\nChannel 1: No. Thanks.\n\nChannel 0: Okay. So, yeah, just settle the outstanding balance, then we can proceed with canceling the account.\n\nChannel 1: Yeah. If you can send a message for me, please.\n\nChannel 0: Okay. Sure. I'll inform\n\nChannel 1: Yes.\n\nChannel 0: our accounts department also.\n\nChannel 1: Yes. Thank you.\n\nChannel 0: Okay. You're welcome. Bye. Have\n\nChannel 1: Yes.\n\nChannel 0: a great\n\nChannel 1: Bye.\n\nChannel 0: day.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.68,"end":2.1599998,"sentiment":"neutral","sentiment_score":0.1979127824306488},{"text":"Good morning.","start":2.1599998,"end":2.8999999,"sentiment":"positive","sentiment_score":0.4626992791891098},{"text":"This is Maureen from Airtel tech support.","start":2.96,"end":5.7799997,"sentiment":"positive","sentiment_score":0.43810164502688814},{"text":"How can I assist you today?","start":6.3999996,"end":7.94,"sentiment":"positive","sentiment_score":0.4837493300437927}],"sentiment":"positive","sentiment_score":0.4432824272662401,"channel":0,"num_words":16,"start":1.68,"end":7.94},{"sentences":[{"text":"Hello?","start":9.12,"end":9.62,"sentiment":"neutral","sentiment_score":0.018849022686481476},{"text":"Uh-huh.","start":10.0,"end":10.5,"sentiment":"neutral","sentiment_score":-0.1250382661819458},{"text":"Can you tell me the I want to 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wait eight days until within this day?","start":338.285,"end":343.53998,"sentiment":"neutral","sentiment_score":-0.05879527123437987},{"text":"We'll just confirm this to our accounts department because you still have an outstanding bill that you need to settle before we proceed on canceling the 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customer calls Airtel tech support to cancel their internet service. The representative asks for the customer's information and explains that they have a 24-month contract and a remaining 12-month one year contract. The customer is confused about the cancellation fee and the representative advises them to settle their bill before canceling their account. The customer is advised to send a message to the accounts department to avoid cancellation fees."},"intents":{"segments":[{"text":"Can you tell me the I want to cancel this Internet. Can you check help me, is it not enough for the month eighteen months? Okay.","start_word":18,"end_word":43,"intents":[{"intent":"Cancel internet","confidence_score":0.11621953}]},{"text":"May I have your full name, please, for me to check the account?","start_word":46,"end_word":58,"intents":[{"intent":"Check account","confidence_score":0.33685243}]},{"text":"Take a note on that, and I'll coordinate this to account our accounts department because it still also have an outstanding balance here, I can see, which is $69.95 for the month of June.","start_word":236,"end_word":269,"intents":[{"intent":"Coordinate account with account department","confidence_score":0.008454696},{"intent":"Coordinate account","confidence_score":0.08340121}]},{"text":"If if I cancel yes. If I cancel.","start_word":328,"end_word":335,"intents":[{"intent":"Cancel","confidence_score":0.87770593}]},{"text":"We'll just confirm this to our accounts department because you still have an outstanding bill that you need to settle before we proceed on canceling the account. Yes.","start_word":443,"end_word":470,"intents":[{"intent":"Confirm","confidence_score":0.0010790168}]},{"text":"If you can send a message for me, please. Okay. Sure.","start_word":538,"end_word":548,"intents":[{"intent":"Send message","confidence_score":0.1022926}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.1979127824306488},{"text":"Good morning. This is Maureen from Airtel tech support. How can I assist you today?","start_word":1,"end_word":15,"sentiment":"positive","sentiment_score":0.4566419720649719},{"text":"Hello? Uh-huh. Can you tell me the I want to cancel this Internet. Can you check help me, is it not enough for the month eighteen months? Okay. I see. May I have your full name, please, for me to check the account? Nhungtong, n h u n t. May I know the reason for the cancellation? What happened? May I know the reason you said you wanted to cancel? Am I right? I go to I go to holiday. It's a long long time. I go Okay. to holiday in the long time. When I come when I come back, I want you open again. Okay. I see. Hang on. Let me just check your account. Hello? No? Yes, me. Yes. So upon checking your account, you're under 24 contract. Right? Uh-huh. It's twenty four months contract. Twenty four months. Mhmm. So It's you in start an yeah. You started 01/07/2025. How much this And so there's still a remaining one year? one? One year? Yeah. One more year? Yeah. Because it's Oh, twenty no. four months. Mhmm. No. Because when I did connect the contract, the the the the man tell me if it's not eighteen month eighteen month I can't cancel. Yes. No. Twenty four month. He said Eighteen you months. can eighteen months only? Yes. Okay. Take a note on that, and I'll coordinate this to account our accounts department because it still also have an outstanding balance here, I can see, which is $69.95 for the month of June. For the two now, is it how long? Now? So, yeah, this is covered June 1 to June Twenty 30. This is your bill for the month of June. month. Yes. Yeah. So you still need to settle this one before we close your account, and I'll confirm with your accounts department if there's still an cancellation fee. If if I cancel yes. If I cancel. I can you can the charges the modem. You can how much for the charges the modem? Is that a free router? The free the free router. Yeah. From Airtel? Yes. The ABN for the modem ABN for the free. That's already yours since we're not accepting used equipment. Yes. Yeah. So you don't need to send us back the router. Yeah. No. No need the stand back. You you Yeah. you don't you no need the charges, the free for me? Yeah. I will not charge you the router. Yes. Mhmm. When when when I kinda cancel? Can you wait eight days until within this day? We'll just confirm this to our accounts department because you still have an outstanding bill that you need to settle before we proceed on canceling the account. Yes. Yeah. Okay. So mhmm. So I suggest you settle the your bill first for the month of June so that we can proceed. You can cancel the for the today. Yeah. We can cancel it today as long as the outstanding balance is settled. Okay. Mhmm. Anything else? No. Thanks. Okay. So, yeah, just settle the outstanding balance, then we can proceed with canceling the account. Yeah. If you can send a message for me, please. Okay. Sure. I'll inform Yes. our accounts department also. Yes. Thank you. Okay.","start_word":16,"end_word":559,"sentiment":"neutral","sentiment_score":-0.0544113268089645},{"text":"You're welcome.","start_word":560,"end_word":561,"sentiment":"positive","sentiment_score":0.36932066082954407},{"text":"Bye.","start_word":562,"end_word":562,"sentiment":"neutral","sentiment_score":0.28498542308807373},{"text":"Have Yes. a great Bye.","start_word":563,"end_word":567,"sentiment":"positive","sentiment_score":0.4264785051345825},{"text":"day. Bye.","start_word":568,"end_word":569,"sentiment":"neutral","sentiment_score":0.20136577636003497}],"average":{"sentiment":"neutral","sentiment_score":-0.030910096431802387}}}}