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Actually, the first order is... The customer order via website, yeah, for the first phone number. Then for this numbers on the list, she's just emailing me those numbers and requesting to activate those one via email. Yeah. Via only. Yeah. Yeah. That's correct. She's providing me the, yeah, date of birth or the account number, whether it's a prepaid or postpaid. Mhmm. Okay. Okay. Yeah. Okay. I see. Yeah. Mhmm. Yeah. They provide their ink address, address, driver's license number, date of birth, and their order, which is the plan and the number that they want us to activate. Mhmm. I'm sorry? Driver's license. Mhmm. Yeah. I do have her contact number. Email? Okay. Yeah. Mhmm. Mhmm. Okay. Number. Mhmm. Like... Yeah. Mhmm. Verification. Yeah. Mhmm. Okay. Yeah. Okay. Sure. Mhmm. Okay. I'll contact the customer and let you know. Mhmm. Okay. Okay. Sure. I'll take a note of that. Yeah. Thank you as well. Bye. 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Good afternoon. This is Maureen from Airtel. Yes. Hello.\n\nHi. Mhmm. Yes. Hello, Kevin. I'm good.\n\nThanks for asking. How are you? Yeah. Mhmm. Okay.\n\nYeah. For it. Yeah. Actually, the first order is... The customer order via website, yeah, for the first phone number.\n\nThen for this numbers on the list, she's just emailing me those numbers and requesting to activate those one via email. Yeah. Via only. Yeah. Yeah.\n\nThat's correct. She's providing me the, yeah, date of birth or the account number, whether it's a prepaid or postpaid. Mhmm. Okay. Okay.\n\nYeah. Okay. I see. Yeah. Mhmm.\n\nYeah. They provide their ink address, address, driver's license number, date of birth, and their order, which is the plan and the number that they want us to activate. Mhmm. I'm sorry? Driver's license.\n\nMhmm. Yeah. I do have her contact number. Email? Okay.\n\nYeah. Mhmm. Mhmm. Okay. Number.\n\nMhmm. Like... Yeah. Mhmm. Verification.\n\nYeah. Mhmm. Okay. Yeah. Okay.\n\nSure. Mhmm. Okay. I'll contact the customer and let you know. Mhmm.\n\nOkay. Okay. Sure. I'll take a note of that. Yeah.\n\nThank you as well. Bye. 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Hey. This this is Kevin here from Atom. How are you today? I'm good. I'm good. Now I had a I had a I had a... I spoke to Dom earlier on just now, and he said he said best to talk to you. You have... You you you... You'll be able to provide more information. But... Yeah. Basically, I mean, I think I sent you a a a... My my team sent you an update on the on the ticket for the number ports. So every... All these mobile ports were all coming from the same customer. So... Yeah. How how did the... I mean, do you do you know the customer? I mean, how how did they raise these ports On the port... On your portal or what? Uh-huh. Okay. Oh, okay. Oh, via via email. Yeah. Because what you call it, normally, when the when the port happens, not not a problem. They have... They can just, you know Mhmm. They... We we we we verify based on the number and account number or date of birth. So in this case, it was a prepaid, so it was all date of birth. Right? Yes. Yeah. Correct. So so so... Because now there's a there's a challenge on that from from the losing carrier. So that's why we need... How do you say? The customer customer's notification on that. So if you can share whatever... I mean, the the information about the customer about the customer when they signed up, information on that, as well as the email that they sent to you, that would be that would be helpful. And, I mean, for for for the time being as well, any any any ports that the customer that the customer has requested, you should get... Either you you put it on hold or get a a verification of some sorts because we're we're we're not sure yet because this is normally the start of identity theft. Right? So somebody has found out the phone number, found out the the the the date of birth, and then ported the number. So now they have... They would they would be able to get access to credit card information and all those kind of stuff. So that's the concern. So so so... Yeah. From the ticket that the team sent you, if you can share whatever information pertaining to the to the customer sign up, how's your sign up policy? I mean, did did they provide any personal identification and all those kind of stuff? Oh, okay. But the but the driver's license, you're... Are are you checking across to verify that information? The... For the... Or do you have the do you have the contact number for the for the for the customer or not? Oh, okay. Maybe maybe maybe then maybe then you can just contact contact the customer instead of email me. This is this is serious enough because it's gone up all the way to ECMA already. So, yeah, that... So so so that's why if we don't if we don't react quickly, it can become a a police case. Yeah. So so so if you can give give them a call and let them know that, you know, maybe for the the previous previous numbers, if they have some form of, how do you say, confirmation that they they have the right of use for the number or not. You know, like a old... Like a existing... Like a previous bill or something like that to show that, you know, you you you you were using the number there. Yeah. That's right. That's right. Yeah. So if you if you can and and and just let us know. Hopefully hopefully, we'll have some some some new information to... By by tomorrow. Hopefully, we can get that and put this to bed. Cool. Okay. Thanks. Thanks. Alright. Ken, this is my mobile number. If anything, you can give me a call on this number. Alright. Thanks thanks, Maureen. Thank you. Bye. 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Maureen. Hey. This this is Kevin here from Atom. How are you today? I'm good.\n\nI'm good. Now I had a I had a I had a... I spoke to Dom earlier on just now, and he said he said best to talk to you. You have... You you you...\n\nYou'll be able to provide more information. But... Yeah. Basically, I mean, I think I sent you a a a... My my team sent you an update on the on the ticket for the number ports.\n\nSo every... All these mobile ports were all coming from the same customer. So... Yeah. How how did the...\n\nI mean, do you do you know the customer? I mean, how how did they raise these ports On the port... On your portal or what? Uh-huh. Okay.\n\nOh, okay. Oh, via via email. Yeah. Because what you call it, normally, when the when the port happens, not not a problem. They have...\n\nThey can just, you know Mhmm. They... We we we we verify based on the number and account number or date of birth. So in this case, it was a prepaid, so it was all date of birth. Right?\n\nYes. Yeah. Correct. So so so... Because now there's a there's a challenge on that from from the losing carrier.\n\nSo that's why we need... How do you say? The customer customer's notification on that. So if you can share whatever... I mean, the the information about the customer about the customer when they signed up, information on that, as well as the email that they sent to you, that would be that would be helpful.\n\nAnd, I mean, for for for the time being as well, any any any ports that the customer that the customer has requested, you should get... Either you you put it on hold or get a a verification of some sorts because we're we're we're not sure yet because this is normally the start of identity theft. Right? So somebody has found out the phone number, found out the the the the date of birth, and then ported the number. So now they have...\n\nThey would they would be able to get access to credit card information and all those kind of stuff. So that's the concern. So so so... Yeah. From the ticket that the team sent you, if you can share whatever information pertaining to the to the customer sign up, how's your sign up policy?\n\nI mean, did did they provide any personal identification and all those kind of stuff? Oh, okay. But the but the driver's license, you're... Are are you checking across to verify that information? The...\n\nFor the... Or do you have the do you have the contact number for the for the for the customer or not? Oh, okay. Maybe maybe maybe then maybe then you can just contact contact the customer instead of email me. This is this is serious enough because it's gone up all the way to ECMA already.\n\nSo, yeah, that... So so so that's why if we don't if we don't react quickly, it can become a a police case. Yeah. So so so if you can give give them a call and let them know that, you know, maybe for the the previous previous numbers, if they have some form of, how do you say, confirmation that they they have the right of use for the number or not. You know, like a old...\n\nLike a existing... Like a previous bill or something like that to show that, you know, you you you you were using the number there. Yeah. That's right. That's right.\n\nYeah. So if you if you can and and and just let us know. Hopefully hopefully, we'll have some some some new information to... By by tomorrow. Hopefully, we can get that and put this to bed.\n\nCool. Okay. Thanks. Thanks. Alright.\n\nKen, this is my mobile number. If anything, you can give me a call on this number. Alright. Thanks thanks, Maureen. Thank you.\n\nBye. You too.","paragraphs":[{"sentences":[{"text":"Hi, Maureen.","start":5.7599998,"end":6.58,"sentiment":"neutral","sentiment_score":0.17495257407426834},{"text":"Hey.","start":7.68,"end":8.0,"sentiment":"neutral","sentiment_score":0.13819921016693115},{"text":"This this is Kevin here from Atom.","start":8.0,"end":10.42,"sentiment":"neutral","sentiment_score":0.17621922280107225},{"text":"How are you today?","start":12.799999,"end":13.86,"sentiment":"neutral","sentiment_score":0.2241315133869648},{"text":"I'm good.","start":17.485,"end":17.965,"sentiment":"positive","sentiment_score":0.49081772565841675}],"sentiment":"neutral","sentiment_score":0.22498752642422915,"num_words":16,"start":5.7599998,"end":17.965},{"sentences":[{"text":"I'm good.","start":17.965,"end":18.605,"sentiment":"positive","sentiment_score":0.4506217688322067},{"text":"Now I had a I had a I had a...","start":18.605,"end":20.685,"sentiment":"neutral","sentiment_score":-0.02597653791308403},{"text":"I spoke to Dom 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so...","start":123.7,"end":124.9,"sentiment":"neutral","sentiment_score":0.03288750474651655},{"text":"Because now there's a there's a challenge on that from from the losing carrier.","start":124.9,"end":133.115,"sentiment":"negative","sentiment_score":-0.4226286666733878}],"sentiment":"neutral","sentiment_score":-0.2810740811750293,"num_words":20,"start":120.74,"end":133.115},{"sentences":[{"text":"So that's why we need...","start":133.575,"end":135.515,"sentiment":"neutral","sentiment_score":-0.16451109051704407},{"text":"How do you say?","start":136.375,"end":137.275,"sentiment":"neutral","sentiment_score":-0.04097348032519221},{"text":"The customer customer's notification on that.","start":139.095,"end":146.38,"sentiment":"neutral","sentiment_score":-0.00650050351396203},{"text":"So if you can share whatever...","start":147.4,"end":149.0,"sentiment":"neutral","sentiment_score":0.054215903083483376},{"text":"I mean, the the information about the customer about the customer when they signed up, information on that, as well as the email that they sent to you, that would be that would be helpful.","start":149.0,"end":161.72499,"sentiment":"neutral","sentiment_score":0.06921028281961168}],"sentiment":"neutral","sentiment_score":0.030753623611027642,"num_words":56,"start":133.575,"end":161.72499},{"sentences":[{"text":"And, I mean, for for for the time being as well, any any any ports that the customer that the customer has requested, you should get...","start":162.905,"end":178.76,"sentiment":"neutral","sentiment_score":0.013812462942531476},{"text":"Either you you put it on hold or get a a verification of some sorts because we're we're we're not sure yet because this is normally the start of identity theft.","start":179.06,"end":191.715,"sentiment":"neutral","sentiment_score":-0.3023126500268136},{"text":"Right?","start":192.41501,"end":192.91501,"sentiment":"neutral","sentiment_score":-0.1095254123210907},{"text":"So somebody has found out the phone number, found out the the the the date of birth, and then ported the number.","start":193.135,"end":202.81,"sentiment":"neutral","sentiment_score":-0.0441109731962735},{"text":"So now they have...","start":202.81,"end":203.93,"sentiment":"neutral","sentiment_score":-0.021750238724052906}],"sentiment":"neutral","sentiment_score":-0.12118495109358005,"num_words":84,"start":162.905,"end":203.93},{"sentences":[{"text":"They would they would be able to get access to credit card information and all those kind of stuff.","start":203.93,"end":209.06999,"sentiment":"neutral","sentiment_score":-0.17621011365401118},{"text":"So that's the concern.","start":209.29,"end":210.51,"sentiment":"neutral","sentiment_score":-0.09440174885094166},{"text":"So so so...","start":211.45,"end":212.48999,"sentiment":"neutral","sentiment_score":-0.04000037660201391},{"text":"Yeah.","start":212.48999,"end":212.98999,"sentiment":"neutral","sentiment_score":-0.020408980548381805},{"text":"From the ticket that the team sent you, if you can share whatever information pertaining to the to the customer sign up, how's your sign up policy?","start":214.915,"end":224.03499,"sentiment":"neutral","sentiment_score":-0.014276746660470963}],"sentiment":"neutral","sentiment_score":-0.078731137500317,"num_words":54,"start":203.93,"end":224.03499},{"sentences":[{"text":"I mean, did did they provide any personal identification and all those kind of stuff?","start":224.03499,"end":230.44,"sentiment":"neutral","sentiment_score":-0.06349471087257068},{"text":"Oh, okay.","start":244.91501,"end":245.735,"sentiment":"neutral","sentiment_score":0.02845554519444704},{"text":"But the but the driver's license, you're...","start":247.07501,"end":249.795,"sentiment":"neutral","sentiment_score":-0.03459460793861321},{"text":"Are are you checking across to verify that information?","start":249.795,"end":253.175,"sentiment":"neutral","sentiment_score":-0.15631891124778324},{"text":"The...","start":257.85,"end":257.93,"sentiment":"neutral","sentiment_score":-0.011148810386657717}],"sentiment":"neutral","sentiment_score":-0.07516737764372546,"num_words":34,"start":224.03499,"end":257.93},{"sentences":[{"text":"For the...","start":257.93,"end":258.67,"sentiment":"neutral","sentiment_score":-0.011169185396283865},{"text":"Or do you have the do you have the contact number for the for the for the customer or not?","start":259.05,"end":265.47,"sentiment":"neutral","sentiment_score":-0.0069380472647026185},{"text":"Oh, okay.","start":267.875,"end":268.35498,"sentiment":"neutral","sentiment_score":0.015646359883248806},{"text":"Maybe maybe maybe then maybe then you can just contact contact the customer instead of email me.","start":268.35498,"end":278.13498,"sentiment":"neutral","sentiment_score":-0.021073394071529892},{"text":"This is this is serious enough because it's gone up all the way to ECMA already.","start":278.35498,"end":282.455,"sentiment":"negative","sentiment_score":-0.3687925264239311}],"sentiment":"neutral","sentiment_score":-0.11208306523366716,"num_words":57,"start":257.93,"end":282.455},{"sentences":[{"text":"So, yeah, that...","start":284.02,"end":284.66,"sentiment":"neutral","sentiment_score":-0.20735577742258707},{"text":"So so so that's why if we don't if we don't react quickly, it can become a a police case.","start":284.66,"end":292.52,"sentiment":"negative","sentiment_score":-0.40056763365864756},{"text":"Yeah.","start":294.82,"end":295.06,"sentiment":"neutral","sentiment_score":0.02316424623131752},{"text":"So so so if you can give give them a call and let them know that, you know, maybe for the the previous previous numbers, if they have some form of, how do you say, confirmation that they they have the right of use for the number or not.","start":295.06,"end":317.61,"sentiment":"neutral","sentiment_score":0.040355456840931156},{"text":"You know, like a old...","start":318.15,"end":319.19,"sentiment":"neutral","sentiment_score":-0.028695933520793915}],"sentiment":"neutral","sentiment_score":-0.08687587232830432,"num_words":78,"start":284.02,"end":319.19},{"sentences":[{"text":"Like a existing...","start":319.19,"end":320.09,"sentiment":"neutral","sentiment_score":-0.04283047219117483},{"text":"Like a previous bill or something like that to show that, you know, you you you you were using the number there.","start":320.15,"end":326.49,"sentiment":"neutral","sentiment_score":-0.0337321436540647},{"text":"Yeah.","start":327.525,"end":327.605,"sentiment":"neutral","sentiment_score":0.06057974696159363},{"text":"That's right.","start":327.605,"end":328.005,"sentiment":"neutral","sentiment_score":0.13330963253974915},{"text":"That's right.","start":328.005,"end":328.745,"sentiment":"neutral","sentiment_score":0.13837576657533646}],"sentiment":"neutral","sentiment_score":-0.008888267725706101,"num_words":30,"start":319.19,"end":328.745},{"sentences":[{"text":"Yeah.","start":330.565,"end":330.805,"sentiment":"neutral","sentiment_score":0.02694006636738777},{"text":"So if you if you can and and and just let us know.","start":330.805,"end":333.70502,"sentiment":"neutral","sentiment_score":0.022818407473655846},{"text":"Hopefully hopefully, we'll have some some some new information to...","start":335.765,"end":339.285,"sentiment":"neutral","sentiment_score":-0.003078741952776909},{"text":"By by tomorrow.","start":339.285,"end":340.265,"sentiment":"neutral","sentiment_score":-0.017279309531052906},{"text":"Hopefully, we can get that and put this to bed.","start":340.325,"end":343.93,"sentiment":"neutral","sentiment_score":0.029589151730760932}],"sentiment":"neutral","sentiment_score":0.014509338721935008,"num_words":37,"start":330.565,"end":343.93},{"sentences":[{"text":"Cool.","start":344.39,"end":344.89,"sentiment":"neutral","sentiment_score":0.20232242345809937},{"text":"Okay.","start":345.51,"end":346.01,"sentiment":"neutral","sentiment_score":0.1525287628173828},{"text":"Thanks.","start":346.07,"end":346.47,"sentiment":"neutral","sentiment_score":0.2695891261100769},{"text":"Thanks.","start":346.47,"end":346.97,"sentiment":"neutral","sentiment_score":0.25339001417160034},{"text":"Alright.","start":348.79,"end":349.29,"sentiment":"neutral","sentiment_score":0.17210698127746582}],"sentiment":"neutral","sentiment_score":0.20998746156692505,"num_words":5,"start":344.39,"end":349.29},{"sentences":[{"text":"Ken, this is my mobile number.","start":349.35,"end":351.51,"sentiment":"neutral","sentiment_score":0.12916797523697218},{"text":"If anything, you can give me a call on this number.","start":351.51,"end":353.69,"sentiment":"neutral","sentiment_score":0.13212038305672733},{"text":"Alright.","start":355.72095,"end":356.20096,"sentiment":"neutral","sentiment_score":0.2359372079372406},{"text":"Thanks thanks, Maureen.","start":356.20096,"end":357.50095,"sentiment":"positive","sentiment_score":0.3560857077439626},{"text":"Thank you.","start":359.24094,"end":359.98096,"sentiment":"positive","sentiment_score":0.6466113030910492}],"sentiment":"neutral","sentiment_score":0.2098151740172635,"num_words":23,"start":349.35,"end":359.98096},{"sentences":[{"text":"Bye.","start":360.36096,"end":360.86096,"sentiment":"positive","sentiment_score":0.47384437918663025},{"text":"You too.","start":361.48096,"end":362.22095,"sentiment":"neutral","sentiment_score":0.22474181279540062}],"sentiment":"neutral","sentiment_score":0.30777600159247714,"num_words":3,"start":360.36096,"end":362.22095}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Maureen from Airtel.\n\nChannel 1: Hi, Maureen.\n\nChannel 0: Yes.\n\nChannel 1: Hey.\n\nChannel 0: Hello.\n\nChannel 1: This\n\nChannel 0: Hi.\n\nChannel 1: this is Kevin here from Atom.\n\nChannel 0: Mhmm.\n\nChannel 1: How are you\n\nChannel 0: Yes.\n\nChannel 1: today?\n\nChannel 0: Hello, Kevin. I'm good. Thanks for asking. How are you?\n\nChannel 1: I'm good.\n\nChannel 0: Yeah.\n\nChannel 1: I'm good. Now I had a I had a I had a... I spoke to Dom earlier on just now, and he said he said\n\nChannel 0: Mhmm.\n\nChannel 1: best to talk to you. You have... You you you... You'll be able to provide more information.\n\nChannel 0: Okay. Yeah.\n\nChannel 1: But... Yeah. Basically, I mean, I think I sent you a a a... My my team sent you an update on the on the ticket for the number ports. So every...\n\nChannel 0: For\n\nChannel 1: All\n\nChannel 0: it.\n\nChannel 1: these mobile ports were all coming from the same customer. So... Yeah. How how did the... I mean, do you do you know the customer?\n\nI mean, how how did they raise these ports On the port... On your portal or what?\n\nChannel 0: Yeah. Actually, the first order is... The customer order via website,\n\nChannel 1: Uh-huh.\n\nChannel 0: yeah, for the first phone number. Then\n\nChannel 1: Okay.\n\nChannel 0: for this numbers on the list, she's just emailing me those numbers and requesting to activate those one\n\nChannel 1: Oh,\n\nChannel 0: via\n\nChannel 1: okay.\n\nChannel 0: email. Yeah. Via\n\nChannel 1: Oh,\n\nChannel 0: only.\n\nChannel 1: via via email. Yeah. Because what you call it, normally, when the when the port happens, not not a problem. They have... They can just, you know Mhmm.\n\nThey... We we we we verify based on the number and account number or date of birth. So in this case, it was\n\nChannel 0: Yeah.\n\nChannel 1: a prepaid, so it was all date of birth.\n\nChannel 0: Yeah.\n\nChannel 1: Right?\n\nChannel 0: That's correct. She's providing me the, yeah, date of birth or the account number, whether it's a prepaid or\n\nChannel 1: Yes.\n\nChannel 0: postpaid.\n\nChannel 1: Yeah. Correct. So so so... Because now there's a there's a challenge on that from from the losing carrier. So that's why we need...\n\nHow do you say? The customer customer's notification on that. So if you can share whatever... I mean, the the information about the customer about the customer when they signed up,\n\nChannel 0: Mhmm.\n\nChannel 1: information on that, as well as the email that they sent to you, that would be that would be helpful. And, I mean,\n\nChannel 0: Okay.\n\nChannel 1: for for for the time being as well, any any any ports that the customer that the customer has requested, you should get... Either you you put it on hold or get a a verification of some sorts because we're we're we're not sure yet because this is normally the start of identity theft. Right? So\n\nChannel 0: Okay.\n\nChannel 1: somebody\n\nChannel 0: Yeah.\n\nChannel 1: has found out the phone number, found out the the the the date of birth, and then ported the number. So now they have... They would they would be able to get access to credit card information and all those kind of stuff. So\n\nChannel 0: Okay.\n\nChannel 1: that's\n\nChannel 0: I\n\nChannel 1: the\n\nChannel 0: see.\n\nChannel 1: concern. So\n\nChannel 0: Yeah.\n\nChannel 1: so so... Yeah. From the ticket that the team sent you, if you can share whatever information pertaining to the to the customer sign up, how's your sign up policy? I mean, did did they provide any personal identification and all those kind of stuff?\n\nChannel 0: Mhmm. Yeah. They provide their ink address, address, driver's license number, date of birth, and their order, which is\n\nChannel 1: Oh,\n\nChannel 0: the\n\nChannel 1: okay.\n\nChannel 0: plan and the number that they want\n\nChannel 1: But\n\nChannel 0: us\n\nChannel 1: the\n\nChannel 0: to\n\nChannel 1: but\n\nChannel 0: activate.\n\nChannel 1: the driver's\n\nChannel 0: Mhmm.\n\nChannel 1: license, you're... Are are you checking across to verify that information?\n\nChannel 0: I'm sorry?\n\nChannel 1: The... For the... Or\n\nChannel 0: Driver's\n\nChannel 1: do you have\n\nChannel 0: license.\n\nChannel 1: the\n\nChannel 0: Mhmm.\n\nChannel 1: do you have the contact number for the for the for the customer or not?\n\nChannel 0: Yeah. I do have\n\nChannel 1: Oh,\n\nChannel 0: her\n\nChannel 1: okay.\n\nChannel 0: contact\n\nChannel 1: Maybe maybe\n\nChannel 0: number.\n\nChannel 1: maybe then maybe then you can just contact contact the\n\nChannel 0: Email?\n\nChannel 1: customer\n\nChannel 0: Okay. Yeah.\n\nChannel 1: instead of email me. This is this is serious enough because it's gone up all the way to ECMA already. So, yeah, that... So so so that's why if we don't if we don't react quickly, it can become a a police case.\n\nChannel 0: Mhmm. Mhmm. Okay.\n\nChannel 1: Yeah. So so so if you can give give them a call and let them know that, you know, maybe for the the previous previous numbers, if they have some form of, how do you say, confirmation that they they have the right of use for the number or not.\n\nChannel 0: Number.\n\nChannel 1: You know,\n\nChannel 0: Mhmm.\n\nChannel 1: like\n\nChannel 0: Like...\n\nChannel 1: a old... Like a existing... Like a previous bill or something like that to show that,\n\nChannel 0: Yeah.\n\nChannel 1: you know,\n\nChannel 0: Mhmm.\n\nChannel 1: you you you you were using the number there.\n\nChannel 0: Verification. Yeah.\n\nChannel 1: Yeah. That's right. That's right.\n\nChannel 0: Mhmm. Okay.\n\nChannel 1: Yeah. So if you if you can and and and just let us know. Hopefully hopefully, we'll have some some some new information to... By by tomorrow. Hopefully, we can get that and\n\nChannel 0: Yeah. Okay.\n\nChannel 1: put this\n\nChannel 0: Sure.\n\nChannel 1: to bed. Cool.\n\nChannel 0: Mhmm. Okay.\n\nChannel 1: Okay.\n\nChannel 0: I'll\n\nChannel 1: Thanks.\n\nChannel 0: contact\n\nChannel 1: Thanks.\n\nChannel 0: the customer and let you know.\n\nChannel 1: Alright. Ken, this is\n\nChannel 0: Mhmm.\n\nChannel 1: my mobile number. If anything, you can give me a call on this number.\n\nChannel 0: Okay. Okay. Sure.\n\nChannel 1: Alright.\n\nChannel 0: I'll take\n\nChannel 1: Thanks\n\nChannel 0: a note of\n\nChannel 1: thanks,\n\nChannel 0: that.\n\nChannel 1: Maureen.\n\nChannel 0: Yeah. Thank you as well.\n\nChannel 1: Thank\n\nChannel 0: Bye.\n\nChannel 1: you. Bye.\n\nChannel 0: Have a great day.\n\nChannel 1: You too.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.5999999,"end":2.08,"sentiment":"neutral","sentiment_score":0.1960234493017197},{"text":"Good afternoon.","start":2.08,"end":2.82,"sentiment":"positive","sentiment_score":0.4363533854484558},{"text":"This is Maureen from Airtel.","start":2.8799999,"end":4.8199997,"sentiment":"neutral","sentiment_score":0.23772195875644683}],"sentiment":"neutral","sentiment_score":0.2821675017476082,"channel":0,"num_words":8,"start":1.5999999,"end":4.8199997},{"sentences":[{"text":"Hi, Maureen.","start":5.7599998,"end":6.58,"sentiment":"neutral","sentiment_score":0.17495257407426834}],"sentiment":"neutral","sentiment_score":0.17495257407426834,"channel":1,"num_words":2,"start":5.7599998,"end":6.58},{"sentences":[{"text":"Yes.","start":7.52,"end":7.9199996,"sentiment":"neutral","sentiment_score":0.16322259604930878}],"sentiment":"neutral","sentiment_score":0.16322259604930878,"channel":0,"num_words":1,"start":7.52,"end":7.9199996},{"sentences":[{"text":"Hey.","start":7.68,"end":8.0,"sentiment":"neutral","sentiment_score":0.13819921016693115}],"sentiment":"neutral","sentiment_score":0.13819921016693115,"channel":1,"num_words":1,"start":7.68,"end":8.0},{"sentences":[{"text":"Hello.","start":7.9199996,"end":8.4,"sentiment":"neutral","sentiment_score":0.13490280508995056}],"sentiment":"neutral","sentiment_score":0.13490280508995056,"channel":0,"num_words":1,"start":7.9199996,"end":8.4},{"sentences":[{"text":"This","start":8.0,"end":8.48,"sentiment":"neutral","sentiment_score":0.16102728247642517}],"sentiment":"neutral","sentiment_score":0.16102728247642517,"channel":1,"num_words":1,"start":8.0,"end":8.48},{"sentences":[{"text":"Hi.","start":8.4,"end":8.9,"sentiment":"neutral","sentiment_score":0.1913473010063171}],"sentiment":"neutral","sentiment_score":0.1913473010063171,"channel":0,"num_words":1,"start":8.4,"end":8.9},{"sentences":[{"text":"this is Kevin here from Atom.","start":8.48,"end":10.42,"sentiment":"neutral","sentiment_score":0.1787512128551801}],"sentiment":"neutral","sentiment_score":0.1787512128551801,"channel":1,"num_words":6,"start":8.48,"end":10.42},{"sentences":[{"text":"Mhmm.","start":11.679999,"end":12.179999,"sentiment":"neutral","sentiment_score":0.1443229913711548}],"sentiment":"neutral","sentiment_score":0.1443229913711548,"channel":0,"num_words":1,"start":11.679999,"end":12.179999},{"sentences":[{"text":"How are you","start":12.799999,"end":13.36,"sentiment":"neutral","sentiment_score":0.2369152456521988}],"sentiment":"neutral","sentiment_score":0.2369152456521988,"channel":1,"num_words":3,"start":12.799999,"end":13.36},{"sentences":[{"text":"Yes.","start":13.28,"end":13.5199995,"sentiment":"neutral","sentiment_score":0.1974378228187561}],"sentiment":"neutral","sentiment_score":0.1974378228187561,"channel":0,"num_words":1,"start":13.28,"end":13.5199995},{"sentences":[{"text":"today?","start":13.36,"end":13.86,"sentiment":"neutral","sentiment_score":0.1857803165912628}],"sentiment":"neutral","sentiment_score":0.1857803165912628,"channel":1,"num_words":1,"start":13.36,"end":13.86},{"sentences":[{"text":"Hello, Kevin.","start":13.5199995,"end":14.34,"sentiment":"neutral","sentiment_score":0.2880578190088272},{"text":"I'm good.","start":14.735,"end":15.455,"sentiment":"positive","sentiment_score":0.577053040266037},{"text":"Thanks for asking.","start":15.455,"end":16.335,"sentiment":"positive","sentiment_score":0.6904294490814209},{"text":"How are you?","start":16.335,"end":17.154999,"sentiment":"positive","sentiment_score":0.39681342244148254}],"sentiment":"positive","sentiment_score":0.4991950333118439,"channel":0,"num_words":10,"start":13.5199995,"end":17.154999},{"sentences":[{"text":"I'm good.","start":17.485,"end":17.965,"sentiment":"positive","sentiment_score":0.49081772565841675}],"sentiment":"positive","sentiment_score":0.49081772565841675,"channel":1,"num_words":2,"start":17.485,"end":17.965},{"sentences":[{"text":"Yeah.","start":17.855,"end":18.355,"sentiment":"positive","sentiment_score":0.3990376889705658}],"sentiment":"positive","sentiment_score":0.3990376889705658,"channel":0,"num_words":1,"start":17.855,"end":18.355},{"sentences":[{"text":"I'm good.","start":17.965,"end":18.605,"sentiment":"positive","sentiment_score":0.4506217688322067},{"text":"Now I had a I had a I had 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Kevin had sent an email requesting to activate ports on his portal, but the representative was unsure of the customer's information and asked for confirmation. The representative also asked Kevin to contact the customer and provide their contact information."},"intents":{"segments":[{"text":"Now I had a I had a I had a... I spoke to Dom earlier on just now, and he said he said Mhmm. best to talk to you. You have... You you you... You'll be able to provide more information. Okay. Yeah.","start_word":42,"end_word":84,"intents":[{"intent":"Request information","confidence_score":0.037561726}]},{"text":"Yeah.","start_word":84,"end_word":84,"intents":[{"intent":"Provide clarification","confidence_score":0.0039585205}]},{"text":"She's providing me the, yeah, date of birth or the account number, whether it's a prepaid or Yes. postpaid. Yeah.","start_word":273,"end_word":292,"intents":[{"intent":"Verify customer information","confidence_score":0.07186532}]},{"text":"Ken, this is Mhmm. my mobile number. If anything, you can give me a call on this number. Okay.","start_word":824,"end_word":842,"intents":[{"intent":"Schedule phone call","confidence_score":0.00010430001}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.1960234493017197},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.4193937480449677},{"text":"This is Maureen from Airtel. Hi, Maureen. Yes. Hey. Hello. This Hi. this is Kevin here from Atom. Mhmm. How are you Yes. today? Hello, Kevin.","start_word":3,"end_word":28,"sentiment":"neutral","sentiment_score":0.1973571628332138},{"text":"I'm good. Thanks for asking. How are you? I'm good. Yeah. I'm good.","start_word":29,"end_word":41,"sentiment":"positive","sentiment_score":0.5084670782089233},{"text":"Now I had a I had a I had a... I spoke to Dom earlier on just now, and he said he said Mhmm. best to talk to you. You have... You you you... You'll be able to provide more information. Okay. Yeah. But... Yeah. Basically, I mean, I think I sent you a a a... My my team sent you an update on the on the ticket for the number ports. So every... For All it. these mobile ports were all coming from the same customer. So... Yeah. How how did the... I mean, do you do you know the customer? I mean, how how did they raise these ports On the port... On your portal or what? Yeah. Actually, the first order is... The customer order via website, Uh-huh. yeah, for the first phone number. Then Okay. for this numbers on the list, she's just emailing me those numbers and requesting to activate those one Oh, via okay. email. Yeah. Via Oh, only. via via email. Yeah. Because what you call it, normally, when the when the port happens, not not a problem. They have... They can just, you know Mhmm. They... We we we we verify based on the number and account number or date of birth. So in this case, it was Yeah. a prepaid, so it was all date of birth. Yeah. Right? That's correct. She's providing me the, yeah, date of birth or the account number, whether it's a prepaid or Yes. postpaid. Yeah. Correct.","start_word":42,"end_word":292,"sentiment":"neutral","sentiment_score":-0.005906687849071396},{"text":"So so so... Because now there's a there's a challenge on that from from the losing carrier.","start_word":293,"end_word":309,"sentiment":"negative","sentiment_score":-0.34526705741882324},{"text":"So that's why we need... How do you say? The customer customer's notification on that. So if you can share whatever... I mean, the the information about the customer about the customer when they signed up, Mhmm. information on that, as well as the email that they sent to you, that would be that would be helpful. And, I mean, Okay. for for for the time being as well, any any any ports that the customer that the customer has requested, you should get... Either you you put it on hold or get a a verification of some sorts because we're we're we're not sure yet because this is normally the start of identity theft. Right? So Okay. somebody Yeah. has found out the phone number, found out the the the the date of birth, and then ported the number. So now they have... They would they would be able to get access to credit card information and all those kind of stuff. So Okay. that's I the see. concern. So Yeah. so so... Yeah. From the ticket that the team sent you, if you can share whatever information pertaining to the to the customer sign up, how's your sign up policy? I mean, did did they provide any personal identification and all those kind of stuff? Mhmm. Yeah. They provide their ink address, address, driver's license number, date of birth, and their order, which is Oh, the okay. plan and the number that they want But us the to but activate. the driver's Mhmm. license, you're... Are are you checking across to verify that information? I'm sorry? The... For the... Or Driver's do you have license. the Mhmm. do you have the contact number for the for the for the customer or not? Yeah. I do have Oh, her okay. contact Maybe maybe number. maybe then maybe then you can just contact contact the Email? customer Okay. Yeah. instead of email me.","start_word":310,"end_word":632,"sentiment":"neutral","sentiment_score":-0.05221678446632328},{"text":"This is this is serious enough because it's gone up all the way to ECMA already. So, yeah, that... So so so that's why if we don't if we don't react quickly, it can become a a police case.","start_word":633,"end_word":671,"sentiment":"negative","sentiment_score":-0.3689035773277282},{"text":"Mhmm. Mhmm. Okay. Yeah. So so so if you can give give them a call and let them know that, you know, maybe for the the previous previous numbers, if they have some form of, how do you say, confirmation that they they have the right of use for the number or not. Number. You know, Mhmm. like Like... a old... Like a existing... Like a previous bill or something like that to show that, Yeah. you know, Mhmm. you you you you were using the number there. Verification. Yeah. Yeah. That's right. That's right. Mhmm. Okay. Yeah. So if you if you can and and and just let us know. Hopefully hopefully, we'll have some some some new information to... By by tomorrow. Hopefully, we can get that and Yeah. Okay. put this Sure. to bed. Cool. Mhmm. Okay. Okay. I'll Thanks. contact Thanks. the customer and let you know. Alright. Ken, this is Mhmm. my mobile number. If anything, you can give me a call on this number. Okay. Okay. Sure. Alright.","start_word":672,"end_word":845,"sentiment":"neutral","sentiment_score":0.05078363046050072},{"text":"I'll take Thanks a note of thanks, that.","start_word":846,"end_word":853,"sentiment":"positive","sentiment_score":0.3681359887123108},{"text":"Maureen. Yeah.","start_word":854,"end_word":855,"sentiment":"neutral","sentiment_score":0.18194365501403809},{"text":"Thank you as well. Thank Bye. you. Bye. Have a great day. You too.","start_word":856,"end_word":869,"sentiment":"positive","sentiment_score":0.6585578322410583}],"average":{"sentiment":"neutral","sentiment_score":0.0026062659425727863}}}}