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I really do apologize that you had to contact us regarding this concern, but rest assured that it would... We'll take a look into this. Okay? Let me take a look and pull up your account. Alright? Could you provide me the last name associated on the account, please? Thank you so much, Denise. Okay. Okay. Yeah. You're correct. Direct debit is already set up on your account. The concern now is there is a, you know... I mean, is this the remaining balance? Are we... Because right now, I'm currently seeing an invoice for $89 and 80, I mean, $89.99. Oh, yeah. Let me just take a look further. Yeah. Well, okay. So I checked with your account and confirmed the... Your current plan, which is the 25 MBPS. Actually, we had some slight changes on our prices. The reason for the change is that there have been changes in the cost associated with the network. So, you know, that we used to provide a service. And the... We also have to make sure that the pricing of our services reflects the current or the actual cost of delivery coming from the network as well. The invoice that you're seeing is... Go ahead. Your regular price or the standard price for your plan is $90. Yes. Correct. I'm sorry? Mhmm. Yeah. And are you... Go ahead. Mhmm. I'm so sorry, Denise, that you did not receive a notification about this. Yeah. The amount for your direct debit setup. If I may ask, I mean, what type of card is up to... I mean, uploaded on your account as a direct debit? Is this a bank account? Oh, let me go ahead and check on your account as well which type of card is associated in your account. Okay. Well, your bank the bank account is actually saved on your account, Denise. Would you like to add your credit card instead? For... So that Well, I can help... Sorry. Go ahead. Well, if if you want to update your bank account to your credit card instead, I can help you setting it up. Okay. Alright. So, again, right now, Denise, the one that is added as a payment method on your account is your bank account. I am now removing your bank account and will add your credit card instead. Okay? Alright. And one... I mean, one thing that is, you know, better using the credit card, it... You know, it's a real time... It it will rate, like, real time on your account. Let's say you made a payment, the payment will automatically update it in your account. Unlike with this bank account that, you know, there is also clearing time. So rather than bank account, it's always ideal to have save your credit card. Card. Alright. I just need your credit card number, Denise. I'm ready whenever you are. Mhmm. Alright. Alright. Thank you so much. I have 4349. Correct? 6510. Thank you so much, and I'm sorry for that. 6810. Mhmm. And then 0680 7951. Thank you so much. Let me just... And how about the name that is appearing on the card, please? Perfect. How about the expiration date? Thank you so much. How about the CVV or the CVV? Thank you so much. Let me just save it up. Let me just save it on your account. Just give me one second. It's already loading. Okay. Alright. So I've already added your card on your account. Since you initially make a payment on your invoice for $89.99? I mean, would it be... If there will be a remaining balance from $89.99 at as your bank account has already, you know, set up for a specific amount. We can go ahead and update your account and automatically settle the payment using the card's date on file. Would that be okay for you, Denise? It will be... It still be showing as a partial payment and a remaining balance on your account. But since you have already saved a credit card on your account, we can always process it for you, Denise, for your peace of mind as well. Yes. That will be also processed by the system using your card and your account. Thank you so much, Denise. Is there anything else I can help you with? Yeah. I'm so I'm so sorry again for this inconvenience and and confusion as well, Denise. You know what? Let me just check here. Hold on. Okay. You know what, Denise? For an exemption and for consideration, By next month, I I... I'll issue your account or your month... Your November invoice for 15% discount. How's that sound? You know, I am so apologetic that you did not receive any notification about this sudden price increase, but Yeah. I I... Yeah. I really understand, and I'm so sorry for that. I really appreciate your feedback, and rest assured that that will be also forward to to our assigned team department. Okay? Thank... No worries, Denise. Everything for you. So to wrap this call, Denise, we've already added your credit card on your account. And for November invoice, there's nothing to worry. No hassle on your end. The system will automatically process your payment for November and also the remaining balance for October, if any. Thank... No worries, Denise. Thank you so much. And if you have further assistance regarding your account or service, just let us know and we'll be more than happy to have. Thank you. Have a... Thank you so much, Denise. Have a great day. 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My name is Mary. May I have your... Please? Can you hear me now better?\n\nHello? K. Mhmm. Mhmm. Well, thank you so much, Denise, for that.\n\nAnd I'll do... I really do apologize that you had to contact us regarding this concern, but rest assured that it would... We'll take a look into this. Okay? Let me take a look and pull up your account.\n\nAlright? Could you provide me the last name associated on the account, please? Thank you so much, Denise. Okay. Okay.\n\nYeah. You're correct. Direct debit is already set up on your account. The concern now is there is a, you know... I mean, is this the remaining balance?\n\nAre we... Because right now, I'm currently seeing an invoice for $89 and 80, I mean, $89.99. Oh, yeah. Let me just take a look further. Yeah.\n\nWell, okay. So I checked with your account and confirmed the... Your current plan, which is the 25 MBPS. Actually, we had some slight changes on our prices. The reason for the change is that there have been changes in the cost associated with the network.\n\nSo, you know, that we used to provide a service. And the... We also have to make sure that the pricing of our services reflects the current or the actual cost of delivery coming from the network as well. The invoice that you're seeing is... Go ahead.\n\nYour regular price or the standard price for your plan is $90. Yes. Correct. I'm sorry? Mhmm.\n\nYeah. And are you... Go ahead. Mhmm. I'm so sorry, Denise, that you did not receive a notification about this.\n\nYeah. The amount for your direct debit setup. If I may ask, I mean, what type of card is up to... I mean, uploaded on your account as a direct debit? Is this a bank account?\n\nOh, let me go ahead and check on your account as well which type of card is associated in your account. Okay. Well, your bank the bank account is actually saved on your account, Denise. Would you like to add your credit card instead? For...\n\nSo that Well, I can help... Sorry. Go ahead. Well, if if you want to update your bank account to your credit card instead, I can help you setting it up. Okay.\n\nAlright. So, again, right now, Denise, the one that is added as a payment method on your account is your bank account. I am now removing your bank account and will add your credit card instead. Okay? Alright.\n\nAnd one... I mean, one thing that is, you know, better using the credit card, it... You know, it's a real time... It it will rate, like, real time on your account. Let's say you made a payment, the payment will automatically update it in your account.\n\nUnlike with this bank account that, you know, there is also clearing time. So rather than bank account, it's always ideal to have save your credit card. Card. Alright. I just need your credit card number, Denise.\n\nI'm ready whenever you are. Mhmm. Alright. Alright. Thank you so much.\n\nI have 4349. Correct? 6510. Thank you so much, and I'm sorry for that. 6810.\n\nMhmm. And then 0680 7951. Thank you so much. Let me just... And how about the name that is appearing on the card, please?\n\nPerfect. How about the expiration date? Thank you so much. How about the CVV or the CVV? Thank you so much.\n\nLet me just save it up. Let me just save it on your account. Just give me one second. It's already loading. Okay.\n\nAlright. So I've already added your card on your account. Since you initially make a payment on your invoice for $89.99? I mean, would it be... If there will be a remaining balance from $89.99 at as your bank account has already, you know, set up for a specific amount.\n\nWe can go ahead and update your account and automatically settle the payment using the card's date on file. Would that be okay for you, Denise? It will be... It still be showing as a partial payment and a remaining balance on your account. But since you have already saved a credit card on your account, we can always process it for you, Denise, for your peace of mind as well.\n\nYes. That will be also processed by the system using your card and your account. Thank you so much, Denise. Is there anything else I can help you with? Yeah.\n\nI'm so I'm so sorry again for this inconvenience and and confusion as well, Denise. You know what? Let me just check here. Hold on. Okay.\n\nYou know what, Denise? For an exemption and for consideration, By next month, I I... I'll issue your account or your month... Your November invoice for 15% discount. How's that sound?\n\nYou know, I am so apologetic that you did not receive any notification about this sudden price increase, but Yeah. I I... Yeah. I really understand, and I'm so sorry for that. I really appreciate your feedback, and rest assured that that will be also forward to to our assigned team department.\n\nOkay? Thank... No worries, Denise. Everything for you. So to wrap this call, Denise, we've already added your credit card on your account.\n\nAnd for November invoice, there's nothing to worry. No hassle on your end. The system will automatically process your payment for November and also the remaining balance for October, if any. Thank... No worries, Denise.\n\nThank you so much. And if you have further assistance regarding your account or service, just let us know and we'll be more than happy to have. Thank you. Have a... Thank you so much, Denise.\n\nHave a great day. Goodbye for now.","paragraphs":[{"sentences":[{"text":"Thank you for calling Enertyl.","start":2.56,"end":3.84,"sentiment":"positive","sentiment_score":0.5099093794822693},{"text":"My name is Mary.","start":3.84,"end":4.72,"sentiment":"positive","sentiment_score":0.3528195321559906},{"text":"May I have your...","start":4.72,"end":5.3599997,"sentiment":"neutral","sentiment_score":0.23641640692949295},{"text":"Please?","start":5.3599997,"end":5.8599997,"sentiment":"neutral","sentiment_score":0.016881555318832397},{"text":"Can you hear me now 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sorry?","start":180.45,"end":181.19,"sentiment":"negative","sentiment_score":-0.5043923258781433},{"text":"Mhmm.","start":182.75499,"end":183.25499,"sentiment":"neutral","sentiment_score":-0.26475420594215393}],"sentiment":"neutral","sentiment_score":-0.08428763494114666,"num_words":17,"start":166.77,"end":183.25499},{"sentences":[{"text":"Yeah.","start":186.275,"end":186.435,"sentiment":"neutral","sentiment_score":-0.05351667106151581},{"text":"And are you...","start":186.435,"end":187.495,"sentiment":"neutral","sentiment_score":-0.045326819022496544},{"text":"Go ahead.","start":187.955,"end":188.775,"sentiment":"neutral","sentiment_score":0.001572231762111187},{"text":"Mhmm.","start":203.17,"end":203.67,"sentiment":"neutral","sentiment_score":-0.15466706454753876},{"text":"I'm so sorry, Denise, that you did not receive a notification about this.","start":203.73,"end":209.51,"sentiment":"negative","sentiment_score":-0.5653689159796789}],"sentiment":"negative","sentiment_score":-0.3845407818444073,"num_words":20,"start":186.275,"end":209.51},{"sentences":[{"text":"Yeah.","start":217.025,"end":217.345,"sentiment":"neutral","sentiment_score":-0.04038354754447937},{"text":"The amount for your direct debit setup.","start":217.345,"end":220.885,"sentiment":"neutral","sentiment_score":-0.03533010770167623},{"text":"If I may ask, I mean, what type of card is up to...","start":227.63,"end":231.71,"sentiment":"neutral","sentiment_score":-0.09492135047912598},{"text":"I mean, uploaded on your account as a direct debit?","start":231.71,"end":234.51001,"sentiment":"neutral","sentiment_score":-0.06929064579308034},{"text":"Is this a bank 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4349.","start":382.495,"end":384.335,"sentiment":"neutral","sentiment_score":0.1799678901831309},{"text":"Correct?","start":384.335,"end":384.835,"sentiment":"neutral","sentiment_score":0.08871738612651825},{"text":"6510.","start":387.18,"end":388.88,"sentiment":"neutral","sentiment_score":0.04114128276705742},{"text":"Thank you so much, and I'm sorry for that.","start":392.22,"end":394.56,"sentiment":"neutral","sentiment_score":0.016758246554268733},{"text":"6810.","start":394.69998,"end":396.56,"sentiment":"neutral","sentiment_score":-0.004301656037569046}],"sentiment":"neutral","sentiment_score":0.054418993492921196,"num_words":15,"start":382.495,"end":396.56},{"sentences":[{"text":"Mhmm.","start":401.58502,"end":402.065,"sentiment":"neutral","sentiment_score":0.037490732967853546},{"text":"And then 0680 7951.","start":402.065,"end":408.565,"sentiment":"neutral","sentiment_score":0.03801034111529589},{"text":"Thank you so much.","start":410.14502,"end":411.52502,"sentiment":"positive","sentiment_score":0.42273328453302383},{"text":"Let me just...","start":412.625,"end":413.345,"sentiment":"neutral","sentiment_score":0.17711319029331207},{"text":"And how about the name that is appearing on the card, please?","start":413.345,"end":416.405,"sentiment":"neutral","sentiment_score":0.057417708138624825}],"sentiment":"neutral","sentiment_score":0.12920072100435695,"num_words":24,"start":401.58502,"end":416.405},{"sentences":[{"text":"Perfect.","start":420.52,"end":420.91998,"sentiment":"neutral","sentiment_score":0.24891266226768496},{"text":"How about the expiration date?","start":420.91998,"end":422.62,"sentiment":"neutral","sentiment_score":0.0791917860507965},{"text":"Thank you so much.","start":432.565,"end":433.205,"sentiment":"neutral","sentiment_score":0.2540372237563133},{"text":"How about the CVV or the CVV?","start":433.205,"end":435.225,"sentiment":"neutral","sentiment_score":0.056861133979899545},{"text":"Thank you so much.","start":438.405,"end":439.365,"sentiment":"positive","sentiment_score":0.36076243966817856}],"sentiment":"neutral","sentiment_score":0.16676658019423485,"num_words":21,"start":420.52,"end":439.365},{"sentences":[{"text":"Let me just save it up.","start":439.365,"end":440.905,"sentiment":"neutral","sentiment_score":0.2031710147857666},{"text":"Let me just save it on your account.","start":443.76498,"end":445.365,"sentiment":"neutral","sentiment_score":0.12227955088019371},{"text":"Just give me one second.","start":445.365,"end":446.34,"sentiment":"neutral","sentiment_score":0.1217853531241417},{"text":"It's already loading.","start":446.34,"end":447.4,"sentiment":"neutral","sentiment_score":0.10587261368830998},{"text":"Okay.","start":449.46,"end":449.96,"sentiment":"neutral","sentiment_score":0.13324692845344543}],"sentiment":"neutral","sentiment_score":0.1416110448215319,"num_words":23,"start":439.365,"end":449.96},{"sentences":[{"text":"Alright.","start":450.5,"end":451.0,"sentiment":"neutral","sentiment_score":0.1567724198102951},{"text":"So I've already added your card on your account.","start":451.3,"end":455.08,"sentiment":"neutral","sentiment_score":0.1515482481982973},{"text":"Since you initially make a payment on your invoice for $89.99?","start":455.22,"end":466.015,"sentiment":"neutral","sentiment_score":0.049713068049062385},{"text":"I mean, would it be...","start":466.155,"end":468.975,"sentiment":"neutral","sentiment_score":0.016400156542658806},{"text":"If there will be a remaining balance from $89.99 at as your bank account has already, you know, set up for a specific amount.","start":469.035,"end":477.87,"sentiment":"neutral","sentiment_score":0.030227501799042027}],"sentiment":"neutral","sentiment_score":0.05750022456049919,"num_words":50,"start":450.5,"end":477.87},{"sentences":[{"text":"We can go ahead and update your account and automatically settle the payment using the card's date on file.","start":478.25,"end":485.28998,"sentiment":"neutral","sentiment_score":0.11921052987638273},{"text":"Would that be okay for you, Denise?","start":485.28998,"end":486.83,"sentiment":"neutral","sentiment_score":0.14836314826139382},{"text":"It will be...","start":493.26498,"end":494.32498,"sentiment":"neutral","sentiment_score":0.03198971226811409},{"text":"It still be showing as a partial payment and a remaining balance on your account.","start":494.625,"end":502.305,"sentiment":"neutral","sentiment_score":0.042505160967508955},{"text":"But since you have already saved a credit card on your account, we can always process it for you, Denise, for your peace of mind as well.","start":502.305,"end":511.19998,"sentiment":"neutral","sentiment_score":0.3284272126577519}],"sentiment":"neutral","sentiment_score":0.18175525913460994,"num_words":71,"start":478.25,"end":511.19998},{"sentences":[{"text":"Yes.","start":516.62,"end":516.94,"sentiment":"neutral","sentiment_score":0.32142913341522217},{"text":"That will be also processed by the system using your card and your account.","start":516.94,"end":521.51495,"sentiment":"neutral","sentiment_score":0.2971448749303818},{"text":"Thank you so much, Denise.","start":523.975,"end":525.175,"sentiment":"positive","sentiment_score":0.6974905848503112},{"text":"Is there anything else I can help you with?","start":525.175,"end":526.95496,"sentiment":"positive","sentiment_score":0.3530973692735036},{"text":"Yeah.","start":533.255,"end":533.57495,"sentiment":"neutral","sentiment_score":-0.07069851458072662}],"sentiment":"positive","sentiment_score":0.3692029371857643,"num_words":30,"start":516.62,"end":533.57495},{"sentences":[{"text":"I'm so I'm so sorry again for this inconvenience and and confusion as well, Denise.","start":533.57495,"end":540.36,"sentiment":"neutral","sentiment_score":-0.24671608209609985},{"text":"You know what?","start":541.06,"end":541.8,"sentiment":"neutral","sentiment_score":-0.026637017106016476},{"text":"Let me just check here.","start":542.33997,"end":543.8,"sentiment":"neutral","sentiment_score":-0.011905793473124504},{"text":"Hold on.","start":547.085,"end":547.745,"sentiment":"neutral","sentiment_score":-0.012249770108610392},{"text":"Okay.","start":554.125,"end":554.525,"sentiment":"neutral","sentiment_score":0.003596162423491478}],"sentiment":"neutral","sentiment_score":-0.14850325491995767,"num_words":26,"start":533.57495,"end":554.525},{"sentences":[{"text":"You know what, Denise?","start":554.525,"end":555.505,"sentiment":"neutral","sentiment_score":-0.0022789068752899766},{"text":"For an exemption and for consideration, By next month, I I...","start":556.365,"end":562.01996,"sentiment":"neutral","sentiment_score":-0.0022265871732749724},{"text":"I'll issue your account or your month...","start":562.01996,"end":564.36,"sentiment":"neutral","sentiment_score":0.0016171982777970178},{"text":"Your November invoice for 15% discount.","start":565.14,"end":568.27997,"sentiment":"neutral","sentiment_score":0.030310649424791336},{"text":"How's that sound?","start":568.57996,"end":569.64,"sentiment":"neutral","sentiment_score":0.034143141160408653}],"sentiment":"neutral","sentiment_score":0.00845179424410866,"num_words":31,"start":554.525,"end":569.64},{"sentences":[{"text":"You know, I am so apologetic that you did not receive any notification about this sudden price increase, but Yeah.","start":570.18,"end":589.29,"sentiment":"neutral","sentiment_score":-0.1153715206310153},{"text":"I I...","start":589.76996,"end":591.87,"sentiment":"neutral","sentiment_score":-0.09980848431587219},{"text":"Yeah.","start":592.97,"end":593.29,"sentiment":"neutral","sentiment_score":-0.03953740745782852},{"text":"I really understand, and I'm so sorry for that.","start":593.29,"end":595.44995,"sentiment":"neutral","sentiment_score":-0.12836952093574736},{"text":"I really appreciate your feedback, and rest assured that that will be also forward to to our assigned team department.","start":595.44995,"end":602.67,"sentiment":"neutral","sentiment_score":0.1744511542841792}],"sentiment":"neutral","sentiment_score":-0.004093988297077326,"num_words":52,"start":570.18,"end":602.67},{"sentences":[{"text":"Okay?","start":602.73,"end":603.165,"sentiment":"neutral","sentiment_score":0.0898699015378952},{"text":"Thank...","start":605.40497,"end":605.90497,"sentiment":"neutral","sentiment_score":0.11565029621124268},{"text":"No worries, Denise.","start":606.20496,"end":607.165,"sentiment":"neutral","sentiment_score":0.14675576984882355},{"text":"Everything for you.","start":607.165,"end":607.96497,"sentiment":"neutral","sentiment_score":0.26222877701123554},{"text":"So to wrap this call, Denise, we've already added your credit card on your account.","start":607.96497,"end":616.065,"sentiment":"neutral","sentiment_score":0.21856355269749958}],"sentiment":"neutral","sentiment_score":0.20482291864312213,"num_words":23,"start":602.73,"end":616.065},{"sentences":[{"text":"And for November invoice, there's nothing to worry.","start":616.125,"end":620.11,"sentiment":"neutral","sentiment_score":0.294534370303154},{"text":"No hassle on your end.","start":620.11,"end":621.63,"sentiment":"neutral","sentiment_score":0.28254342675209043},{"text":"The system will automatically process your payment for November and also the remaining balance for October, if any.","start":621.63,"end":628.77,"sentiment":"neutral","sentiment_score":0.1505662782324685},{"text":"Thank...","start":631.27496,"end":631.77496,"sentiment":"positive","sentiment_score":0.44252249598503113},{"text":"No worries, Denise.","start":632.555,"end":633.675,"sentiment":"neutral","sentiment_score":0.2760825554529826}],"sentiment":"neutral","sentiment_score":0.22142729333468847,"num_words":35,"start":616.125,"end":633.675},{"sentences":[{"text":"Thank you so much.","start":633.675,"end":634.39496,"sentiment":"positive","sentiment_score":0.6231754273176193},{"text":"And if you have further assistance regarding your account or service, just let us know and we'll be more than happy to have.","start":634.39496,"end":639.935,"sentiment":"positive","sentiment_score":0.43564400400804437},{"text":"Thank you.","start":641.78894,"end":642.1889,"sentiment":"positive","sentiment_score":0.7368315160274506},{"text":"Have a...","start":642.1889,"end":643.0089,"sentiment":"positive","sentiment_score":0.3910204768180847},{"text":"Thank you so much, Denise.","start":643.0689,"end":644.60895,"sentiment":"positive","sentiment_score":0.6941213607788086}],"sentiment":"positive","sentiment_score":0.5066340164177947,"num_words":36,"start":633.675,"end":644.60895},{"sentences":[{"text":"Have a great day.","start":644.66895,"end":645.6289,"sentiment":"positive","sentiment_score":0.6185208633542061},{"text":"Goodbye for now.","start":645.6289,"end":646.6889,"sentiment":"neutral","sentiment_score":0.1045429805914561}],"sentiment":"positive","sentiment_score":0.3982446278844561,"num_words":7,"start":644.66895,"end":646.6889}]}}]},{"alternatives":[{"transcript":"Hi. You have to speak louder. I can barely hear you. Yes. I can. So my name's Denise Walker, and I keep getting a invoice from Airtel saying that I owe them $10 49. Now my my my account should be direct debit. Why do I owe them the extra? Extra? Is that is that... What... Is that it? Is it? Walker, w a l k e r. Sorry? How come it went up to $89? Wasn't it wasn't it? Is it going up? So so what is the monthly amount that I should be paying? 90. I've asked them to let me know. I never got anything telling me that it had gone up. Nothing. So yeah. Now now all I've got is... All I've ever gotten from them is my invoice. Never have I had an email from them saying that the prices have gone up. So now I need to go and change that amount, don't I? No. So is any... How do I how do I... Do I have to go into my bank and change that? Okay. They can't do that... Their end? I'm not sure. It could be my credit card. I can... Do you need the credit card details? Yes. I'm I'm very confused. I don't know my password or anything like that for the online thing. I just... I don't know what it is. So I can't go on that to do it. So so I I don't I don't know what to do. Alright. Do that then. Yep. Do that. Yeah. Okay. Yep. Yep. Okay. 43496810 068077951. Yeah. 6810. Hang on. Yeah. 6810. Yep. Yep. Yes. Denise Walker. Oh, god. Let me see. Where is it? 02/27 545. Sorry? So so the next payment, they'll take the extra $10. Yeah? Alright. So I don't need to worry about that $10. That'll all be fixed up. Okay. Alright. No. I just wish they had let me know because I did not get an email saying that our prices have gone up. Had no idea. Yeah. Okay. Thank you. Yeah. No. I I couldn't I couldn't understand why I kept... They kept saying you you are... You're, you know, you owe money. And I'm like, I have to owe money when I'm I'm automatically having it deducted. I don't understand. So, anyway, I thought I'll just ring you and find out. Alright. Thank you for that. Thank you for your help. Yep. Oh, okay. Yep. No problem. Thanks. Thank you for your help. Thank you very much. Appreciate it. Thank you. Bye now. 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You have to speak louder. I can barely hear you. Yes. I can.\n\nSo my name's Denise Walker, and I keep getting a invoice from Airtel saying that I owe them $10 49. Now my my my account should be direct debit. Why do I owe them the extra? Extra? Is that is that...\n\nWhat... Is that it? Is it? Walker, w a l k e r. Sorry?\n\nHow come it went up to $89? Wasn't it wasn't it? Is it going up? So so what is the monthly amount that I should be paying? 90.\n\nI've asked them to let me know. I never got anything telling me that it had gone up. Nothing. So yeah. Now now all I've got is...\n\nAll I've ever gotten from them is my invoice. Never have I had an email from them saying that the prices have gone up. So now I need to go and change that amount, don't I? No. So is any...\n\nHow do I how do I... Do I have to go into my bank and change that? Okay. They can't do that... Their end?\n\nI'm not sure. It could be my credit card. I can... Do you need the credit card details? Yes.\n\nI'm I'm very confused. I don't know my password or anything like that for the online thing. I just... I don't know what it is. So I can't go on that to do it.\n\nSo so I I don't I don't know what to do. Alright. Do that then. Yep. Do that.\n\nYeah. Okay. Yep. Yep. Okay.\n\n43496810 068077951. Yeah. 6810. Hang on. Yeah.\n\n6810. Yep. Yep. Yes. Denise Walker.\n\nOh, god. Let me see. Where is it? 02/27 545. Sorry?\n\nSo so the next payment, they'll take the extra $10. Yeah? Alright. So I don't need to worry about that $10. That'll all be fixed up.\n\nOkay. Alright. No. I just wish they had let me know because I did not get an email saying that our prices have gone up. Had no idea.\n\nYeah. Okay. Thank you. Yeah. No.\n\nI I couldn't I couldn't understand why I kept... They kept saying you you are... You're, you know, you owe money. And I'm like, I have to owe money when I'm I'm automatically having it deducted. I don't understand.\n\nSo, anyway, I thought I'll just ring you and find out. Alright. Thank you for that. Thank you for your help. Yep.\n\nOh, okay. Yep. No problem. Thanks. Thank you for your help.\n\nThank you very much. Appreciate it. Thank you. Bye now. 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any...","start":210.77,"end":211.59,"sentiment":"neutral","sentiment_score":-0.2402662436167399}],"sentiment":"neutral","sentiment_score":-0.24073630273342134,"num_words":40,"start":191.77501,"end":211.59},{"sentences":[{"text":"How do I how do I...","start":211.65,"end":212.85,"sentiment":"neutral","sentiment_score":-0.11823128536343575},{"text":"Do I have to go into my bank and change that?","start":212.85,"end":215.59,"sentiment":"neutral","sentiment_score":-0.15829531306570227},{"text":"Okay.","start":221.845,"end":222.345,"sentiment":"neutral","sentiment_score":-0.07229983806610107},{"text":"They can't do that...","start":222.485,"end":223.765,"sentiment":"neutral","sentiment_score":-0.1814356967806816},{"text":"Their end?","start":223.765,"end":224.585,"sentiment":"neutral","sentiment_score":-0.14392539113759995}],"sentiment":"neutral","sentiment_score":-0.1473553984736403,"num_words":24,"start":211.65,"end":224.585},{"sentences":[{"text":"I'm not sure.","start":238.33,"end":239.13,"sentiment":"neutral","sentiment_score":-0.1481338565548261},{"text":"It could be my credit card.","start":239.13,"end":240.89,"sentiment":"neutral","sentiment_score":-0.08799410611391068},{"text":"I can...","start":240.89,"end":241.63,"sentiment":"neutral","sentiment_score":-0.04959135316312313},{"text":"Do you need the credit card details?","start":242.675,"end":244.455,"sentiment":"neutral","sentiment_score":-0.038537039288452694},{"text":"Yes.","start":274.145,"end":274.645,"sentiment":"neutral","sentiment_score":0.04577048122882843}],"sentiment":"neutral","sentiment_score":-0.06818619507708047,"num_words":19,"start":238.33,"end":274.645},{"sentences":[{"text":"I'm I'm very confused.","start":288.84,"end":290.30002,"sentiment":"negative","sentiment_score":-0.5844656899571419},{"text":"I don't know my password or anything like that for the online thing.","start":291.16,"end":295.0,"sentiment":"negative","sentiment_score":-0.45304018488297093},{"text":"I just...","start":295.0,"end":295.48,"sentiment":"negative","sentiment_score":-0.3975575715303421},{"text":"I don't know what it is.","start":295.48,"end":296.94,"sentiment":"negative","sentiment_score":-0.44402850170930225},{"text":"So I can't go on that to do it.","start":297.08002,"end":300.30002,"sentiment":"negative","sentiment_score":-0.4298895564344194}],"sentiment":"negative","sentiment_score":-0.45751992130980773,"num_words":34,"start":288.84,"end":300.30002},{"sentences":[{"text":"So so I I don't I don't know what to do.","start":301.175,"end":307.035,"sentiment":"neutral","sentiment_score":-0.24303279207511383},{"text":"Alright.","start":316.71,"end":317.19,"sentiment":"neutral","sentiment_score":0.10792486369609831},{"text":"Do that then.","start":317.19,"end":318.09,"sentiment":"neutral","sentiment_score":0.0990386630098025},{"text":"Yep.","start":318.71,"end":319.21,"sentiment":"neutral","sentiment_score":0.11980875581502914},{"text":"Do that.","start":319.35,"end":320.09,"sentiment":"neutral","sentiment_score":0.10610887408256531}],"sentiment":"neutral","sentiment_score":-0.10757185311781035,"num_words":18,"start":301.175,"end":320.09},{"sentences":[{"text":"Yeah.","start":333.38498,"end":333.88498,"sentiment":"neutral","sentiment_score":0.05568695813417435},{"text":"Okay.","start":350.12,"end":350.62,"sentiment":"neutral","sentiment_score":0.06807422637939453},{"text":"Yep.","start":355.035,"end":355.535,"sentiment":"neutral","sentiment_score":0.0967264324426651},{"text":"Yep.","start":357.995,"end":358.495,"sentiment":"neutral","sentiment_score":0.2283155620098114},{"text":"Okay.","start":364.23502,"end":364.73502,"sentiment":"neutral","sentiment_score":0.1073041409254074}],"sentiment":"neutral","sentiment_score":0.11122146397829055,"num_words":5,"start":333.38498,"end":364.73502},{"sentences":[{"text":"43496810 068077951.","start":365.675,"end":379.77002,"sentiment":"neutral","sentiment_score":0.06218632683157921},{"text":"Yeah.","start":389.04498,"end":389.445,"sentiment":"neutral","sentiment_score":0.051157329231500626},{"text":"6810.","start":389.445,"end":391.54498,"sentiment":"neutral","sentiment_score":0.05358429253101349},{"text":"Hang on.","start":398.52,"end":399.08,"sentiment":"neutral","sentiment_score":0.007075071334838867},{"text":"Yeah.","start":399.08,"end":399.48,"sentiment":"neutral","sentiment_score":0.039086513221263885}],"sentiment":"neutral","sentiment_score":0.04033584733094488,"num_words":7,"start":365.675,"end":399.48},{"sentences":[{"text":"6810.","start":399.48,"end":400.52,"sentiment":"neutral","sentiment_score":0.037039898335933685},{"text":"Yep.","start":400.52,"end":401.02,"sentiment":"neutral","sentiment_score":0.04078548774123192},{"text":"Yep.","start":405.08,"end":405.58,"sentiment":"neutral","sentiment_score":0.02393753081560135},{"text":"Yes.","start":406.135,"end":406.635,"sentiment":"neutral","sentiment_score":0.04354432970285416},{"text":"Denise Walker.","start":418.295,"end":419.435,"sentiment":"neutral","sentiment_score":0.07443787343800068}],"sentiment":"neutral","sentiment_score":0.04903049891193708,"num_words":6,"start":399.48,"end":419.435},{"sentences":[{"text":"Oh, god.","start":426.11,"end":426.85,"sentiment":"neutral","sentiment_score":-0.0011239387094974518},{"text":"Let me see.","start":426.91,"end":427.63,"sentiment":"neutral","sentiment_score":0.011167974521716436},{"text":"Where is it?","start":427.63,"end":428.53,"sentiment":"neutral","sentiment_score":0.01199197086195151},{"text":"02/27 545.","start":428.75,"end":437.415,"sentiment":"neutral","sentiment_score":0.05952905397862197},{"text":"Sorry?","start":442.115,"end":442.615,"sentiment":"neutral","sentiment_score":0.07316375523805618}],"sentiment":"neutral","sentiment_score":0.023586711084300823,"num_words":11,"start":426.11,"end":442.615},{"sentences":[{"text":"So so the next payment, they'll take the extra $10.","start":485.71,"end":490.345,"sentiment":"neutral","sentiment_score":0.06131314393132925},{"text":"Yeah?","start":490.345,"end":490.845,"sentiment":"neutral","sentiment_score":0.055712148547172546},{"text":"Alright.","start":509.62003,"end":510.12003,"sentiment":"neutral","sentiment_score":0.05967959389090538},{"text":"So I don't need to worry about that $10.","start":512.18,"end":514.18,"sentiment":"positive","sentiment_score":0.4246496955553691},{"text":"That'll all be fixed up.","start":514.18,"end":515.64,"sentiment":"positive","sentiment_score":0.4361545979976654}],"sentiment":"neutral","sentiment_score":0.25889013198992383,"num_words":26,"start":485.71,"end":515.64},{"sentences":[{"text":"Okay.","start":521.84503,"end":522.34503,"sentiment":"neutral","sentiment_score":0.2114066779613495},{"text":"Alright.","start":522.405,"end":522.905,"sentiment":"neutral","sentiment_score":0.2845737338066101},{"text":"No.","start":527.205,"end":527.445,"sentiment":"neutral","sentiment_score":-0.1419534683227539},{"text":"I just wish they had let me know because I did not get an email saying that our prices have gone up.","start":527.445,"end":532.87,"sentiment":"neutral","sentiment_score":-0.25972695648670197},{"text":"Had no idea.","start":533.09,"end":534.23,"sentiment":"neutral","sentiment_score":-0.10332798461119334}],"sentiment":"neutral","sentiment_score":-0.20249821618199348,"num_words":28,"start":521.84503,"end":534.23},{"sentences":[{"text":"Yeah.","start":540.61,"end":541.11,"sentiment":"neutral","sentiment_score":-0.0187879242002964},{"text":"Okay.","start":568.9,"end":569.4,"sentiment":"neutral","sentiment_score":0.0424736849963665},{"text":"Thank you.","start":569.86005,"end":570.76,"sentiment":"neutral","sentiment_score":0.05676182825118304},{"text":"Yeah.","start":574.035,"end":574.535,"sentiment":"neutral","sentiment_score":-0.09663447737693788},{"text":"No.","start":574.995,"end":575.235,"sentiment":"neutral","sentiment_score":-0.11575878411531448}],"sentiment":"neutral","sentiment_score":-0.012530640698969362,"num_words":6,"start":540.61,"end":575.235},{"sentences":[{"text":"I I couldn't I couldn't understand why I kept...","start":575.235,"end":578.435,"sentiment":"neutral","sentiment_score":-0.18251694076591068},{"text":"They kept saying you you are...","start":578.435,"end":580.355,"sentiment":"neutral","sentiment_score":-0.12572749083240828},{"text":"You're, you know, you owe money.","start":580.355,"end":581.875,"sentiment":"neutral","sentiment_score":-0.16817428916692734},{"text":"And I'm like, I have to owe money when I'm I'm automatically having it deducted.","start":581.875,"end":586.455,"sentiment":"neutral","sentiment_score":-0.16737520694732666},{"text":"I don't understand.","start":586.515,"end":587.415,"sentiment":"neutral","sentiment_score":-0.2628912627696991}],"sentiment":"neutral","sentiment_score":-0.17193243690790275,"num_words":39,"start":575.235,"end":587.415},{"sentences":[{"text":"So, anyway, I thought I'll just ring you and find out.","start":589.03,"end":591.93005,"sentiment":"neutral","sentiment_score":-0.08867672221227126},{"text":"Alright.","start":603.435,"end":603.675,"sentiment":"neutral","sentiment_score":0.14022022485733032},{"text":"Thank you for that.","start":603.675,"end":604.475,"sentiment":"neutral","sentiment_score":0.2890038229525089},{"text":"Thank you for your help.","start":604.475,"end":605.615,"sentiment":"neutral","sentiment_score":0.30457773208618166},{"text":"Yep.","start":613.75,"end":614.25,"sentiment":"neutral","sentiment_score":0.19222353398799896}],"sentiment":"neutral","sentiment_score":0.09254108030687679,"num_words":22,"start":589.03,"end":614.25},{"sentences":[{"text":"Oh, okay.","start":625.43005,"end":626.09,"sentiment":"neutral","sentiment_score":0.1185888797044754},{"text":"Yep.","start":629.275,"end":629.755,"sentiment":"neutral","sentiment_score":0.13991332054138184},{"text":"No problem.","start":629.755,"end":630.395,"sentiment":"neutral","sentiment_score":0.25467538833618164},{"text":"Thanks.","start":630.395,"end":630.715,"sentiment":"positive","sentiment_score":0.35420769453048706},{"text":"Thank you for your help.","start":630.715,"end":632.015,"sentiment":"positive","sentiment_score":0.4366341054439545}],"sentiment":"neutral","sentiment_score":0.31125637076117774,"num_words":11,"start":625.43005,"end":632.015},{"sentences":[{"text":"Thank you very much.","start":639.99506,"end":641.215,"sentiment":"positive","sentiment_score":0.8433858454227448},{"text":"Appreciate it.","start":641.56,"end":643.02,"sentiment":"positive","sentiment_score":0.5503793358802795},{"text":"Thank you.","start":644.04004,"end":644.78,"sentiment":"positive","sentiment_score":0.6197265982627869},{"text":"Bye now.","start":644.92004,"end":645.66003,"sentiment":"positive","sentiment_score":0.4422096163034439},{"text":"Bye.","start":646.04004,"end":646.54004,"sentiment":"neutral","sentiment_score":0.1960183084011078}],"sentiment":"positive","sentiment_score":0.6176538900895552,"num_words":11,"start":639.99506,"end":646.54004}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Enertyl. My name is Mary. May I have your... Please?\n\nChannel 1: Hi. You have to speak louder. I can barely hear you.\n\nChannel 0: Can you hear me now better?\n\nChannel 1: Yes. I\n\nChannel 0: Hello?\n\nChannel 1: can. So my name's Denise Walker, and I keep getting a invoice from Airtel saying that I owe them\n\nChannel 0: K.\n\nChannel 1: $10\n\nChannel 0: Mhmm.\n\nChannel 1: 49. Now my my my account should be direct debit. Why do I owe them the extra?\n\nChannel 0: Mhmm. Well, thank you so much, Denise, for that. And I'll do... I really do apologize that you had to contact us regarding this concern, but rest assured that it would... We'll take a look into this.\n\nOkay?\n\nChannel 1: Extra? Is that is that... What... Is that it? Is it?\n\nChannel 0: Let me take a look and pull up your account. Alright? Could you provide me the last name associated on the account, please?\n\nChannel 1: Walker, w a l k e r.\n\nChannel 0: Thank you so much, Denise. Okay. Okay. Yeah. You're correct.\n\nDirect debit is already set up on your account. The concern now is there is a, you know... I mean, is this the remaining balance?\n\nChannel 1: Sorry?\n\nChannel 0: Are we... Because right now, I'm currently seeing an invoice for $89 and 80, I mean, $89.99.\n\nChannel 1: How come it went up to $89? Wasn't it wasn't it? Is it\n\nChannel 0: Oh, yeah. Let me just take a look further. Yeah. Well, okay. So I checked with your account and confirmed\n\nChannel 1: going up?\n\nChannel 0: the... Your current plan, which is the 25 MBPS. Actually, we had some slight changes on our prices. The reason for the change is that there have been changes in the cost associated with the network. So, you know, that we used to provide a service.\n\nAnd the... We also have to make sure that the pricing of our services reflects the current or the actual cost of delivery coming from the network as well. The\n\nChannel 1: So\n\nChannel 0: invoice that you're seeing is... Go ahead.\n\nChannel 1: so what is the monthly amount that I should be paying?\n\nChannel 0: Your regular price or the standard price for your plan is $90.\n\nChannel 1: 90.\n\nChannel 0: Yes. Correct.\n\nChannel 1: I've asked them to let me know. I never\n\nChannel 0: I'm\n\nChannel 1: got\n\nChannel 0: sorry?\n\nChannel 1: anything telling me that it had gone\n\nChannel 0: Mhmm.\n\nChannel 1: up. Nothing. So\n\nChannel 0: Yeah. And are you... Go ahead.\n\nChannel 1: yeah. Now now all I've got is... All I've ever gotten from them is my invoice. Never have I had an email from them saying that the prices have gone up. So now I need to go and change that amount, don't I?\n\nChannel 0: Mhmm. I'm so sorry, Denise, that you did not receive a notification about\n\nChannel 1: No.\n\nChannel 0: this.\n\nChannel 1: So is any... How do I how do I... Do I have to go into my bank and change that?\n\nChannel 0: Yeah. The amount for your direct debit setup.\n\nChannel 1: Okay. They can't do that... Their end?\n\nChannel 0: If I may ask, I mean, what type of card is up to... I mean, uploaded on your account as a direct debit? Is this a bank account?\n\nChannel 1: I'm not sure. It could be my credit card. I can... Do you need the credit card details?\n\nChannel 0: Oh, let me go ahead and check on your account as well which type of card is associated in your account. Okay. Well, your bank\n\nChannel 1: Yes.\n\nChannel 0: the bank account is actually saved on your account, Denise. Would you like to add your credit card instead? For... So that\n\nChannel 1: I'm I'm very confused. I don't know my password or anything like that for the online thing. I just... I don't know what it is. So I can't go on that to do it.\n\nChannel 0: Well,\n\nChannel 1: So\n\nChannel 0: I can help... Sorry. Go ahead.\n\nChannel 1: so I I don't I don't know what to do.\n\nChannel 0: Well, if if you want to update your bank account to your credit card instead, I can help you\n\nChannel 1: Alright. Do\n\nChannel 0: setting\n\nChannel 1: that\n\nChannel 0: it\n\nChannel 1: then.\n\nChannel 0: up.\n\nChannel 1: Yep. Do that.\n\nChannel 0: Okay. Alright. So, again, right now, Denise, the one that is added as a payment method on your account is your bank account. I am now removing your bank account and will add your credit card instead. Okay?\n\nChannel 1: Yeah.\n\nChannel 0: Alright. And one... I mean, one thing that is, you know, better using the credit card, it... You know, it's a real time... It it will rate, like, real time on your account.\n\nLet's say you made a payment, the payment will automatically update it in your account. Unlike with\n\nChannel 1: Okay.\n\nChannel 0: this bank account that, you know, there is also clearing time. So rather than\n\nChannel 1: Yep.\n\nChannel 0: bank account, it's always ideal to have\n\nChannel 1: Yep.\n\nChannel 0: save your credit card. Card. Alright. I just need your credit card number, Denise. I'm ready whenever you are.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm.\n\nChannel 1: 43496810\n\nChannel 0: Alright.\n\nChannel 1: 068077951.\n\nChannel 0: Alright. Thank you so much. I have 4349. Correct? 6510.\n\nChannel 1: Yeah. 6810.\n\nChannel 0: Thank you so much, and I'm sorry for that. 6810.\n\nChannel 1: Hang on. Yeah. 6810. Yep.\n\nChannel 0: Mhmm. And then 0680\n\nChannel 1: Yep. Yes.\n\nChannel 0: 7951. Thank you so much. Let me just... And how about the name that is appearing on the card, please?\n\nChannel 1: Denise Walker.\n\nChannel 0: Perfect. How about the expiration date?\n\nChannel 1: Oh, god. Let me see. Where is it? 02/27\n\nChannel 0: Thank you so much. How about the CVV or the CVV?\n\nChannel 1: 545.\n\nChannel 0: Thank you so much. Let me just save it up.\n\nChannel 1: Sorry?\n\nChannel 0: Let me just save it on your account. Just give me one second. It's already loading. Okay. Alright.\n\nSo I've already added your card on your account. Since you initially make a payment on your invoice for $89.99? I mean, would it be... If there will be a remaining balance from $89.99 at as your bank account has already, you know, set up for a specific amount. We can go ahead and update your account and automatically settle the payment using the card's date on file.\n\nWould that be\n\nChannel 1: So\n\nChannel 0: okay for you, Denise?\n\nChannel 1: so the next payment, they'll take the extra $10. Yeah?\n\nChannel 0: It will be... It still be showing as a partial payment and a remaining balance on your account. But since you have already saved a credit card on your account, we can always process it for you, Denise,\n\nChannel 1: Alright.\n\nChannel 0: for your peace of mind as well.\n\nChannel 1: So I don't need to worry about that $10. That'll all be fixed up.\n\nChannel 0: Yes. That will be also processed by the system using your card and your account.\n\nChannel 1: Okay. Alright.\n\nChannel 0: Thank you so much, Denise. Is there anything else I can help you with?\n\nChannel 1: No. I just wish they had let me know because I did not get an email saying that our prices have gone up. Had\n\nChannel 0: Yeah.\n\nChannel 1: no\n\nChannel 0: I'm\n\nChannel 1: idea.\n\nChannel 0: so I'm so sorry again for this inconvenience and and confusion as well, Denise.\n\nChannel 1: Yeah.\n\nChannel 0: You know what? Let me just check here. Hold on. Okay. You know what, Denise?\n\nFor an exemption and for consideration, By next month, I I... I'll issue your account or your month... Your November invoice for 15% discount. How's that\n\nChannel 1: Okay.\n\nChannel 0: sound?\n\nChannel 1: Thank\n\nChannel 0: You\n\nChannel 1: you.\n\nChannel 0: know, I am so apologetic that you did not receive any notification\n\nChannel 1: Yeah.\n\nChannel 0: about this sudden price\n\nChannel 1: No.\n\nChannel 0: increase,\n\nChannel 1: I I\n\nChannel 0: but\n\nChannel 1: couldn't I couldn't understand why I kept... They kept saying you you are... You're, you know, you owe money. And I'm like, I have to owe money when I'm I'm automatically having it deducted. I don't understand.\n\nSo,\n\nChannel 0: Yeah.\n\nChannel 1: anyway, I\n\nChannel 0: I\n\nChannel 1: thought I'll just ring you and find\n\nChannel 0: I...\n\nChannel 1: out.\n\nChannel 0: Yeah. I really understand, and I'm so sorry for that. I really appreciate your feedback, and rest assured that that will be also forward to to our assigned team department. Okay?\n\nChannel 1: Alright. Thank you for that. Thank you for your help.\n\nChannel 0: Thank... No worries, Denise. Everything for you. So to wrap this call, Denise, we've already\n\nChannel 1: Yep.\n\nChannel 0: added your credit card on your account. And for November invoice, there's nothing to worry. No hassle on your end. The system will automatically process your payment for November and\n\nChannel 1: Oh,\n\nChannel 0: also\n\nChannel 1: okay.\n\nChannel 0: the remaining balance for October, if any.\n\nChannel 1: Yep. No problem. Thanks. Thank you for\n\nChannel 0: Thank...\n\nChannel 1: your help.\n\nChannel 0: No worries, Denise. Thank you so much. And if you have further assistance regarding your account or service, just let us know and we'll be more than happy to have.\n\nChannel 1: Thank you very much. Appreciate\n\nChannel 0: Thank you. Have a...\n\nChannel 1: it.\n\nChannel 0: Thank you so much,\n\nChannel 1: Thank\n\nChannel 0: Denise.\n\nChannel 1: you.\n\nChannel 0: Have a great\n\nChannel 1: Bye\n\nChannel 0: day.\n\nChannel 1: now.\n\nChannel 0: Goodbye for\n\nChannel 1: Bye.\n\nChannel 0: now.","paragraphs":[{"sentences":[{"text":"Thank you for calling Enertyl.","start":2.56,"end":3.84,"sentiment":"positive","sentiment_score":0.5099093794822693},{"text":"My name is Mary.","start":3.84,"end":4.72,"sentiment":"positive","sentiment_score":0.3528195321559906},{"text":"May I have your...","start":4.72,"end":5.3599997,"sentiment":"neutral","sentiment_score":0.23641640692949295},{"text":"Please?","start":5.3599997,"end":5.8599997,"sentiment":"neutral","sentiment_score":0.016881555318832397}],"sentiment":"positive","sentiment_score":0.35166944350515095,"channel":0,"num_words":14,"start":2.56,"end":5.8599997},{"sentences":[{"text":"Hi.","start":6.64,"end":6.8799996,"sentiment":"neutral","sentiment_score":-0.09913450479507446},{"text":"You have to speak louder.","start":6.8799996,"end":8.08,"sentiment":"neutral","sentiment_score":-0.29210167527198794},{"text":"I can barely hear you.","start":8.08,"end":9.62,"sentiment":"negative","sentiment_score":-0.45181872844696047}],"sentiment":"negative","sentiment_score":-0.34715786576271057,"channel":1,"num_words":11,"start":6.64,"end":9.62},{"sentences":[{"text":"Can you hear me now better?","start":10.88,"end":12.42,"sentiment":"neutral","sentiment_score":-0.2645558516184489}],"sentiment":"neutral","sentiment_score":-0.2645558516184489,"channel":0,"num_words":6,"start":10.88,"end":12.42},{"sentences":[{"text":"Yes.","start":12.559999,"end":12.88,"sentiment":"neutral","sentiment_score":-0.06728444993495941},{"text":"I","start":12.88,"end":13.12,"sentiment":"neutral","sentiment_score":-0.1261747032403946}],"sentiment":"neutral","sentiment_score":-0.096729576587677,"channel":1,"num_words":2,"start":12.559999,"end":13.12},{"sentences":[{"text":"Hello?","start":12.88,"end":13.38,"sentiment":"neutral","sentiment_score":-0.06931298971176147}],"sentiment":"neutral","sentiment_score":-0.06931298971176147,"channel":0,"num_words":1,"start":12.88,"end":13.38},{"sentences":[{"text":"can.","start":13.12,"end":13.62,"sentiment":"neutral","sentiment_score":-0.0834198147058487},{"text":"So my name's Denise Walker, and I keep getting a invoice from Airtel saying that I owe 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my my my account should be direct debit.","start":23.965,"end":27.325,"sentiment":"neutral","sentiment_score":-0.11884380380312602},{"text":"Why do I owe them the extra?","start":27.325,"end":29.01,"sentiment":"neutral","sentiment_score":-0.24961209297180176}],"sentiment":"neutral","sentiment_score":-0.1692493700367563,"channel":1,"num_words":17,"start":22.125,"end":29.01},{"sentences":[{"text":"Mhmm.","start":30.45,"end":30.95,"sentiment":"neutral","sentiment_score":-0.04052862524986267},{"text":"Well, thank you so much, Denise, for that.","start":31.09,"end":32.93,"sentiment":"neutral","sentiment_score":0.29201766662299633},{"text":"And I'll do...","start":32.93,"end":33.65,"sentiment":"neutral","sentiment_score":0.03263421542942524},{"text":"I really do apologize that you had to contact us regarding this concern, but rest assured that it would...","start":33.65,"end":38.85,"sentiment":"neutral","sentiment_score":-0.17320683833799863},{"text":"We'll take a look into 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it?","start":43.97,"end":44.63,"sentiment":"neutral","sentiment_score":-0.01691468432545662}],"sentiment":"neutral","sentiment_score":-0.023551057346842506,"channel":1,"num_words":11,"start":41.09,"end":44.63},{"sentences":[{"text":"Let me take a look and pull up your account.","start":45.815,"end":47.815,"sentiment":"neutral","sentiment_score":0.020295242220163344},{"text":"Alright?","start":47.815,"end":48.315,"sentiment":"neutral","sentiment_score":0.03805534541606903},{"text":"Could you provide me the last name associated on the account, please?","start":48.375,"end":51.595,"sentiment":"neutral","sentiment_score":0.013099923574676117}],"sentiment":"neutral","sentiment_score":0.01731334132668765,"channel":0,"num_words":23,"start":45.815,"end":51.595},{"sentences":[{"text":"Walker, w a l k e r.","start":51.655003,"end":54.635002,"sentiment":"neutral","sentiment_score":0.0034467527376753943}],"sentiment":"neutral","sentiment_score":0.0034467527376753943,"channel":1,"num_words":7,"start":51.655003,"end":54.635002},{"sentences":[{"text":"Thank you so much, Denise.","start":55.27,"end":56.89,"sentiment":"positive","sentiment_score":0.43467079401016234},{"text":"Okay.","start":71.075005,"end":71.575005,"sentiment":"neutral","sentiment_score":0.1490127444267273},{"text":"Okay.","start":89.76,"end":90.159996,"sentiment":"neutral","sentiment_score":0.0688980296254158},{"text":"Yeah.","start":90.159996,"end":90.64,"sentiment":"neutral","sentiment_score":0.06894021481275558},{"text":"You're correct.","start":90.64,"end":91.38,"sentiment":"neutral","sentiment_score":0.10991847887635231}],"sentiment":"neutral","sentiment_score":0.26800419166684153,"channel":0,"num_words":10,"start":55.27,"end":91.38},{"sentences":[{"text":"Direct debit is already set up on your 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network as well.","start":148.53,"end":157.83499,"sentiment":"neutral","sentiment_score":-0.057432159781455994},{"text":"The","start":158.61499,"end":158.855,"sentiment":"neutral","sentiment_score":-0.04713602364063263}],"sentiment":"neutral","sentiment_score":-0.05688115196923415,"channel":0,"num_words":30,"start":146.69,"end":158.855},{"sentences":[{"text":"So","start":158.765,"end":159.265,"sentiment":"neutral","sentiment_score":-0.03362438082695007}],"sentiment":"neutral","sentiment_score":-0.03362438082695007,"channel":1,"num_words":1,"start":158.765,"end":159.265},{"sentences":[{"text":"invoice that you're seeing is...","start":158.855,"end":160.31499,"sentiment":"neutral","sentiment_score":-0.031179727613925935},{"text":"Go ahead.","start":160.53499,"end":161.275,"sentiment":"neutral","sentiment_score":-0.00532139278948307}],"sentiment":"neutral","sentiment_score":-0.023791631949799403,"channel":0,"num_words":7,"start":158.855,"end":161.275},{"sentences":[{"text":"so what is the 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we can always process it for you, Denise,","start":502.305,"end":508.96,"sentiment":"neutral","sentiment_score":0.22800450548529624}],"sentiment":"neutral","sentiment_score":0.1393062279216553,"channel":0,"num_words":38,"start":493.26498,"end":508.96},{"sentences":[{"text":"Alright.","start":509.62003,"end":510.12003,"sentiment":"neutral","sentiment_score":0.05967959389090538}],"sentiment":"neutral","sentiment_score":0.05967959389090538,"channel":1,"num_words":1,"start":509.62003,"end":510.12003},{"sentences":[{"text":"for your peace of mind as well.","start":509.65997,"end":511.19998,"sentiment":"positive","sentiment_score":0.6153492331504822}],"sentiment":"positive","sentiment_score":0.6153492331504822,"channel":0,"num_words":7,"start":509.65997,"end":511.19998},{"sentences":[{"text":"So I don't need to worry about that $10.","start":512.18,"end":514.18,"sentiment":"positive","sentiment_score":0.4246496955553691},{"text":"That'll all be fixed 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Mary explains that the payment is already set up and that they will investigate. The agent helps the customer update her bank account information and remove her credit card from her account, settling on the $89.90 monthly payment and the automatic payment of the remaining balance. The agent assures the customer that the payment will be processed soon and the remaining balance will be forwarded to the assigned team department."},"intents":{"segments":[{"text":"So my name's Denise Walker, and I keep getting a invoice from Airtel saying that I owe them K. $10 Mhmm.","start_word":35,"end_word":55,"intents":[{"intent":"Resolve invoice discrepancy","confidence_score":0.0041273357}]},{"text":"Now now all I've got is... All I've ever gotten from them is my invoice. Never have I had an email from them saying that the prices have gone up. So now I need to go and change that amount, don't I?","start_word":380,"end_word":421,"intents":[{"intent":"Change payment amount","confidence_score":0.11823409}]},{"text":"But since you have already saved a credit card on your account, we can always process it for you, Denise, Alright.","start_word":999,"end_word":1019,"intents":[{"intent":"Process credit card payment","confidence_score":0.02527128}]},{"text":"That will be also processed by the system using your card and your account. Okay.","start_word":1042,"end_word":1056,"intents":[{"intent":"Process payment","confidence_score":0.15691073}]},{"text":"Is there anything else I can help you with?","start_word":1063,"end_word":1071,"intents":[{"intent":"Help with account issues","confidence_score":0.0009526129}]},{"text":"I just wish they had let me know because I did not get an email saying that our prices have gone up. Had Yeah.","start_word":1073,"end_word":1096,"intents":[{"intent":"Resolve price increase","confidence_score":0.07510357}]},{"text":"For an exemption and for consideration, By next month, I I... I'll issue your account or your month... Your November invoice for 15% discount.","start_word":1130,"end_word":1153,"intents":[{"intent":"Issue discount","confidence_score":0.005625508}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Enertyl. My name is Mary.","start_word":0,"end_word":8,"sentiment":"positive","sentiment_score":0.48131003975868225},{"text":"May I have your... Please? Hi. You have to speak louder.","start_word":9,"end_word":19,"sentiment":"neutral","sentiment_score":-0.07545747607946396},{"text":"I can barely hear you.","start_word":20,"end_word":24,"sentiment":"negative","sentiment_score":-0.4442356824874878},{"text":"Can you hear me now better? Yes. Hello? I can. So my name's Denise Walker, and I keep getting a invoice from Airtel saying that I owe them K. $10 Mhmm. 49. Now my my my account should be direct debit. Why do I owe them the extra? Mhmm. Well, thank you so much, Denise, for that. And I'll do... I really do apologize that you had to contact us regarding this concern, but rest assured that it would... We'll take a look into this. Okay? Extra? Is that is that... What... Is that it? Is it? Let me take a look and pull up your account. Alright? Could you provide me the last name associated on the account, please? Walker, w a l k e r.","start_word":25,"end_word":151,"sentiment":"neutral","sentiment_score":-0.07058877497911453},{"text":"Thank you so much, Denise.","start_word":152,"end_word":156,"sentiment":"positive","sentiment_score":0.4321784377098083},{"text":"Okay. Okay. Yeah. You're correct. Direct debit is already set up on your account. The concern now is there is a, you know... I mean, is this the remaining balance? Sorry? Are we... Because right now, I'm currently seeing an invoice for $89 and 80, I mean, $89.99. How come it went up to $89? Wasn't it wasn't it? Is it Oh, yeah. Let me just take a look further. Yeah. Well, okay. So I checked with your account and confirmed going up? the... Your current plan, which is the 25 MBPS. Actually, we had some slight changes on our prices. The reason for the change is that there have been changes in the cost associated with the network. So, you know, that we used to provide a service. And the... We also have to make sure that the pricing of our services reflects the current or the actual cost of delivery coming from the network as well. The So invoice that you're seeing is... Go ahead. so what is the monthly amount that I should be paying? Your regular price or the standard price for your plan is $90. 90. Yes. Correct. I've asked them to let me know.","start_word":157,"end_word":356,"sentiment":"neutral","sentiment_score":-0.05753724012523889},{"text":"I never I'm got sorry? anything telling me that it had gone Mhmm.","start_word":357,"end_word":369,"sentiment":"negative","sentiment_score":-0.43228551745414734},{"text":"up. Nothing. So Yeah. And are you... Go ahead. yeah. Now now all I've got is... All I've ever gotten from them is my invoice. Never have I had an email from them saying that the prices have gone up. So now I need to go and change that amount, don't I? Mhmm.","start_word":370,"end_word":422,"sentiment":"neutral","sentiment_score":-0.16548742353916168},{"text":"I'm so sorry, Denise, that you did not receive a notification about this. No.","start_word":423,"end_word":436,"sentiment":"negative","sentiment_score":-0.5286524295806885},{"text":"So is any... How do I how do I... Do I have to go into my bank and change that? Yeah. The amount for your direct debit setup. Okay. They can't do that... Their end? If I may ask, I mean, what type of card is up to... I mean, uploaded on your account as a direct debit? Is this a bank account? I'm not sure. It could be my credit card. I can... Do you need the credit card details? Oh, let me go ahead and check on your account as well which type of card is associated in your account. Okay. Well, your bank Yes. the bank account is actually saved on your account, Denise. Would you like to add your credit card instead?","start_word":437,"end_word":562,"sentiment":"neutral","sentiment_score":-0.06406323611736298},{"text":"For... So that I'm I'm very confused. I don't know my password or anything like that for the online thing. I just... I don't know what it is. So I can't go on that to do it.","start_word":563,"end_word":599,"sentiment":"negative","sentiment_score":-0.4390459358692169},{"text":"Well, So I can help... Sorry. Go ahead. so I I don't I don't know what to do. Well, if if you want to update your bank account to your credit card instead, I can help you Alright. Do setting that it then. up. Yep. Do that. Okay. Alright. So, again, right now, Denise, the one that is added as a payment method on your account is your bank account. I am now removing your bank account and will add your credit card instead. Okay? Yeah. Alright. And one... I mean, one thing that is, you know, better using the credit card, it... You know, it's a real time... It it will rate, like, real time on your account. Let's say you made a payment, the payment will automatically update it in your account. Unlike with Okay. this bank account that, you know, there is also clearing time. So rather than Yep. bank account, it's always ideal to have Yep. save your credit card. Card.","start_word":600,"end_word":764,"sentiment":"neutral","sentiment_score":0.06146946991793811},{"text":"Alright.","start_word":765,"end_word":765,"sentiment":"positive","sentiment_score":0.36513686180114746},{"text":"I just need your credit card number, Denise. I'm ready whenever you are. Okay. Mhmm. 43496810 Alright. 068077951. Alright.","start_word":766,"end_word":784,"sentiment":"neutral","sentiment_score":0.1769595891237259},{"text":"Thank you so much.","start_word":785,"end_word":788,"sentiment":"positive","sentiment_score":0.45164233446121216},{"text":"I have 4349. Correct? 6510. Yeah. 6810. Thank you so much, and I'm sorry for that. 6810. Hang on. Yeah. 6810. Yep. Mhmm. And then 0680 Yep. Yes. 7951.","start_word":789,"end_word":817,"sentiment":"neutral","sentiment_score":0.03795073181390762},{"text":"Thank you so much.","start_word":818,"end_word":821,"sentiment":"positive","sentiment_score":0.41621214151382446},{"text":"Let me just... And how about the name that is appearing on the card, please? Denise Walker. Perfect. How about the expiration date? Oh, god. Let me see. Where is it? 02/27 Thank you so much. How about the CVV or the CVV? 545.","start_word":822,"end_word":865,"sentiment":"neutral","sentiment_score":0.07861758023500443},{"text":"Thank you so much.","start_word":866,"end_word":869,"sentiment":"positive","sentiment_score":0.3660707175731659},{"text":"Let me just save it up. Sorry? Let me just save it on your account. Just give me one second. It's already loading. Okay. Alright. So I've already added your card on your account. Since you initially make a payment on your invoice for $89.99? I mean, would it be... If there will be a remaining balance from $89.99 at as your bank account has already, you know, set up for a specific amount. We can go ahead and update your account and automatically settle the payment using the card's date on file. Would that be So okay for you, Denise? so the next payment, they'll take the extra $10. Yeah? It will be... It still be showing as a partial payment and a remaining balance on your account. But since you have already saved a credit card on your account, we can always process it for you, Denise, Alright.","start_word":870,"end_word":1019,"sentiment":"neutral","sentiment_score":0.10321029275655746},{"text":"for your peace of mind as well. So I don't need to worry about that $10. That'll all be fixed up.","start_word":1020,"end_word":1040,"sentiment":"positive","sentiment_score":0.4795911908149719},{"text":"Yes. That will be also processed by the system using your card and your account. Okay. Alright.","start_word":1041,"end_word":1057,"sentiment":"neutral","sentiment_score":0.28783899545669556},{"text":"Thank you so much, Denise. Is there anything else I can help you with?","start_word":1058,"end_word":1071,"sentiment":"positive","sentiment_score":0.513256847858429},{"text":"No. I just wish they had let me know because I did not get an email saying that our prices have gone up. Had Yeah. no I'm idea. so I'm so sorry again for this inconvenience and and confusion as well, Denise. Yeah. You know what? Let me just check here. Hold on. Okay. You know what, Denise? For an exemption and for consideration, By next month, I I... I'll issue your account or your month... Your November invoice for 15% discount. How's that Okay. sound? Thank You you. know, I am so apologetic that you did not receive any notification Yeah. about this sudden price No. increase, I I but couldn't I couldn't understand why I kept... They kept saying you you are... You're, you know, you owe money. And I'm like, I have to owe money when I'm I'm automatically having it deducted. I don't understand. So, Yeah. anyway, I I thought I'll just ring you and find I... out. Yeah. I really understand, and I'm so sorry for that. I really appreciate your feedback, and rest assured that that will be also forward to to our assigned team department. Okay? Alright. Thank you for that. Thank you for your help. Thank... No worries, Denise. Everything for you. So to wrap this call, Denise, we've already Yep. added your credit card on your account. And for November invoice, there's nothing to worry. No hassle on your end. The system will automatically process your payment for November and Oh, also okay. the remaining balance for October, if any. Yep. No problem.","start_word":1072,"end_word":1333,"sentiment":"neutral","sentiment_score":-0.011961208656430244},{"text":"Thanks. Thank you for Thank... your help.","start_word":1334,"end_word":1340,"sentiment":"positive","sentiment_score":0.4194190502166748},{"text":"No worries, Denise.","start_word":1341,"end_word":1343,"sentiment":"neutral","sentiment_score":0.2867157459259033},{"text":"Thank you so much. And if you have further assistance regarding your account or service, just let us know and we'll be more than happy to have. Thank you very much. Appreciate Thank you. Have a... it. Thank you so much, Thank Denise. you. Have a great Bye day. now.","start_word":1344,"end_word":1393,"sentiment":"positive","sentiment_score":0.5333896791934967},{"text":"Goodbye for Bye. now.","start_word":1394,"end_word":1397,"sentiment":"neutral","sentiment_score":0.18269819021224976}],"average":{"sentiment":"neutral","sentiment_score":0.020810959634031123}}}}