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That's great to hear. And Yes. Thank you so much for giving us a callback because we received your email. And then a reason why we tried to reach you is for security reason because cancellation must be made over the phone. So thank you for giving us a callback. I just need to pull out your account here and confirm your date of birth. Okay. Thank you so much. So based on our records, your account is locked in or you signed up for a twelve month contract. And what is the preferred date that you would like to cancel your service? Have you signed up May 17 to to fulfill your contract? It should be on May 17. That's the fulfillment date. Cancel anytime if you are in a no contract. Yeah. But your contract is twelve month when you sign up your service last year, 05/16/2020 five. Twelve month contract. One year contract. Okay. Let me explain. Every time that you sign up for a service when or when you process your order through the site, there are three options for you to choose, whether if you are signing up for twelve month contract, twenty four month contract, or no contract. And you process your order and you opted sign up for Supafast, which is $89.95 plan under a twelve month contract. If you would like, we can send you the order receipt that you have based on our record. Alright. Sure. Sure. And, also, if you would like to check, you can also view your account through the customer portal wherein you could see your contract uploaded with the thermostat condition. Just be on the line. Let me send you the copy of your order receipt. Okay? You're welcome. Thank you as well. One moment. Thank you so much for patiently waiting. So the email has been sent. Kindly check. And as I've mentioned, if you would like to review your contract. Your contract will be fulfilled on 05/16/2025. Which date? April 16. Okay. April 16. So, technically, you still needs to pay your service from April '16 and then the cancellation fee of $132 because your yeah. Yeah. That's correct. The reason why we tried to talk to you. So, technically, if you would like to fulfill to save at least an amount, you can fulfill your contract until the sixteenth. So what you need to pay is the full service for April and then service from May '16. That's our policy. Please review our terms and condition. Alright? Alright. So so which one you would like to proceed? Fulfilling your contract? What do you mean? You have to clarify. In that way, we could proceed accordingly. So you would like to cancel on the '16. Right? What do you mean leave everything as it is? Okay. I'm asking. I'm asking. Okay. Alright. So we will leave everything like this. Your invoice for recurring will continue. 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Good morning. Thank you so much for calling Airtel accounts. How may I help you today? Hi.\n\nThank you so much for giving us a call. Am I speaking to Chukwameka Obina? Hi. How are you today? That's great to hear.\n\nAnd Yes. Thank you so much for giving us a callback because we received your email. And then a reason why we tried to reach you is for security reason because cancellation must be made over the phone. So thank you for giving us a callback. I just need to pull out your account here and confirm your date of birth.\n\nOkay. Thank you so much. So based on our records, your account is locked in or you signed up for a twelve month contract. And what is the preferred date that you would like to cancel your service? Have you signed up May 17 to to fulfill your contract?\n\nIt should be on May 17. That's the fulfillment date. Cancel anytime if you are in a no contract. Yeah. But your contract is twelve month when you sign up your service last year, 05/16/2020 five.\n\nTwelve month contract. One year contract. Okay. Let me explain. Every time that you sign up for a service when or when you process your order through the site, there are three options for you to choose, whether if you are signing up for twelve month contract, twenty four month contract, or no contract.\n\nAnd you process your order and you opted sign up for Supafast, which is $89.95 plan under a twelve month contract. If you would like, we can send you the order receipt that you have based on our record. Alright. Sure. Sure.\n\nAnd, also, if you would like to check, you can also view your account through the customer portal wherein you could see your contract uploaded with the thermostat condition. Just be on the line. Let me send you the copy of your order receipt. Okay? You're welcome.\n\nThank you as well. One moment. Thank you so much for patiently waiting. So the email has been sent. Kindly check.\n\nAnd as I've mentioned, if you would like to review your contract. Your contract will be fulfilled on 05/16/2025. Which date? April 16. Okay.\n\nApril 16. So, technically, you still needs to pay your service from April '16 and then the cancellation fee of $132 because your yeah. Yeah. That's correct. The reason why we tried to talk to you.\n\nSo, technically, if you would like to fulfill to save at least an amount, you can fulfill your contract until the sixteenth. So what you need to pay is the full service for April and then service from May '16. That's our policy. Please review our terms and condition. Alright?\n\nAlright. So so which one you would like to proceed? Fulfilling your contract? What do you mean? You have to clarify.\n\nIn that way, we could proceed accordingly. So you would like to cancel on the '16. Right? What do you mean leave everything as it is? Okay.\n\nI'm asking. I'm asking. Okay. Alright. So we will leave everything like this.\n\nYour invoice for recurring will continue. Will you your service will be","paragraphs":[{"sentences":[{"text":"Hi.","start":0.79999995,"end":1.12,"sentiment":"neutral","sentiment_score":0.19886964559555056},{"text":"Good morning.","start":1.12,"end":1.8399999,"sentiment":"positive","sentiment_score":0.4181535094976425},{"text":"Thank you so much for calling Airtel accounts.","start":1.8399999,"end":4.24,"sentiment":"positive","sentiment_score":0.6247825995087624},{"text":"How may I help you today?","start":4.24,"end":5.54,"sentiment":"positive","sentiment_score":0.5512838910023371},{"text":"Hi.","start":10.16,"end":10.66,"sentiment":"neutral","sentiment_score":0.09156417846679688}],"sentiment":"positive","sentiment_score":0.5240391658412086,"num_words":18,"start":0.79999995,"end":10.66},{"sentences":[{"text":"Thank you so much for giving us a call.","start":10.96,"end":13.46,"sentiment":"positive","sentiment_score":0.3753911587927077},{"text":"Am I speaking to Chukwameka 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date that you would like to cancel your service?","start":58.22,"end":62.72,"sentiment":"neutral","sentiment_score":-0.027113367670348713},{"text":"Have you signed up May 17 to to fulfill your contract?","start":65.755005,"end":70.335,"sentiment":"neutral","sentiment_score":-0.02057534981180321}],"sentiment":"neutral","sentiment_score":0.007228219197416792,"num_words":49,"start":49.594997,"end":70.335},{"sentences":[{"text":"It should be on May 17.","start":71.195,"end":72.975,"sentiment":"neutral","sentiment_score":-0.030755269341170788},{"text":"That's the fulfillment date.","start":73.275,"end":76.255005,"sentiment":"neutral","sentiment_score":-0.1097933929413557},{"text":"Cancel anytime if you are in a no contract.","start":80.52,"end":83.18,"sentiment":"neutral","sentiment_score":-0.22211703989240858},{"text":"Yeah.","start":85.32,"end":85.64,"sentiment":"neutral","sentiment_score":-0.05020944774150848},{"text":"But your contract is twelve month when you sign up your service last 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clarify.","start":512.76,"end":513.89996,"sentiment":"neutral","sentiment_score":-0.07250772416591644}],"sentiment":"neutral","sentiment_score":0.030210968905261586,"num_words":21,"start":501.94498,"end":513.89996},{"sentences":[{"text":"In that way, we could proceed accordingly.","start":513.96,"end":516.3,"sentiment":"neutral","sentiment_score":-0.021862949643816267},{"text":"So you would like to cancel on the '16.","start":516.44,"end":518.54,"sentiment":"neutral","sentiment_score":-0.060874737385246486},{"text":"Right?","start":519.0,"end":519.5,"sentiment":"neutral","sentiment_score":-0.027018964290618896},{"text":"What do you mean leave everything as it is?","start":522.885,"end":525.465,"sentiment":"neutral","sentiment_score":-0.038200092812379204},{"text":"Okay.","start":528.005,"end":528.325,"sentiment":"neutral","sentiment_score":-0.04943457245826721}],"sentiment":"neutral","sentiment_score":-0.04152472800126782,"num_words":27,"start":513.96,"end":528.325},{"sentences":[{"text":"I'm asking.","start":528.325,"end":529.065,"sentiment":"neutral","sentiment_score":-0.06477165967226028},{"text":"I'm asking.","start":529.445,"end":530.265,"sentiment":"neutral","sentiment_score":-0.06651091389358044},{"text":"Okay.","start":533.84503,"end":534.34503,"sentiment":"neutral","sentiment_score":-0.023308444768190384},{"text":"Alright.","start":535.15686,"end":535.5569,"sentiment":"neutral","sentiment_score":0.011910847388207912},{"text":"So we will leave everything like 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Yeah. Yeah. Yes. Yeah. How are you? Very well. Thank you. I think this is regarding the cancellation. Right? May 25. Okay. Well, when did I sign up? Can you advise when I signed up, please? But I thought the whole thing with Airtel was canceled at any time. I'm pretty let me have a thing. Yeah. So how am I in a contract? What contract am I in? Sorry. No. No. Like, what what what do you mean I'm in a contract? I I I wasn't aware. How am I in a contract? Like, what do you mean? Yes. Yeah. Can you is that possible? I'll I'll just wait on the phone while you send that if that's okay. Thank you. Sure. Cheers. Thank you so much. Next next week, Easter, boys. I know. I know. We should have jump over the holidays this month. Yeah. Friday, Monday, and Friday, Monday again. April's cheering is. That's that's fucked up. I just I was just looking. So Alright. So if I was to cancel it in May it's not in May. So it's If I was in Next month. And so what day do you send my order was my contract was fine? I thought it reached just now with the panic deception. So what happens if I cancel it on April? I want to cancel it next next next month, April 16. So exactly a month before? The cancellation fee is more expensive than the monthly fee. Does that make sense? So how can the cancellation fee be more expensive than me paying paying the contract to the end? Does that make any sense at all? No worries. Easy. Easy peasy. Thank you so much. Hope you have a beautiful day. We'll leave we'll leave everything like this. We'll leave everything as is. I said we'll leave everything as is. Thank you. What are you asking me, please? What are you asking me? I'm saying make no changes. Leave everything as is. So what are you asking me? Like, I said four times. Cheers. 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got a missed call from you guys. Yeah. Yeah. Yes. Yeah.\n\nHow are you? Very well. Thank you. I think this is regarding the cancellation. Right?\n\nMay 25. Okay. Well, when did I sign up? Can you advise when I signed up, please? But I thought the whole thing with Airtel was canceled at any time.\n\nI'm pretty let me have a thing. Yeah. So how am I in a contract? What contract am I in? Sorry.\n\nNo. No. Like, what what what do you mean I'm in a contract? I I I wasn't aware. How am I in a contract?\n\nLike, what do you mean? Yes. Yeah. Can you is that possible? I'll I'll just wait on the phone while you send that if that's okay.\n\nThank you. Sure. Cheers. Thank you so much. Next next week, Easter, boys.\n\nI know. I know. We should have jump over the holidays this month. Yeah. Friday, Monday, and Friday, Monday again.\n\nApril's cheering is. That's that's fucked up. I just I was just looking. So Alright. So if I was to cancel it in May it's not in May.\n\nSo it's If I was in Next month. And so what day do you send my order was my contract was fine? I thought it reached just now with the panic deception. So what happens if I cancel it on April? I want to cancel it next next next month, April 16.\n\nSo exactly a month before? The cancellation fee is more expensive than the monthly fee. Does that make sense? So how can the cancellation fee be more expensive than me paying paying the contract to the end? Does that make any sense at all?\n\nNo worries. Easy. Easy peasy. Thank you so much. Hope you have a beautiful day.\n\nWe'll leave we'll leave everything like this. We'll leave everything as is. I said we'll leave everything as is. Thank you. What are you asking me, please?\n\nWhat are you asking me? I'm saying make no changes. Leave everything as is. So what are you asking me? Like, I said four times.\n\nCheers. 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up.","start":258.07,"end":260.89,"sentiment":"negative","sentiment_score":-0.6853222250938416},{"text":"I just I was just looking.","start":261.59003,"end":267.13,"sentiment":"neutral","sentiment_score":-0.3238287220398585},{"text":"So Alright.","start":419.855,"end":419.935,"sentiment":"neutral","sentiment_score":-0.040645135566592216},{"text":"So if I was to cancel it in May it's not in May.","start":419.935,"end":422.895,"sentiment":"neutral","sentiment_score":-0.16324055137542579}],"sentiment":"neutral","sentiment_score":-0.24357091236327374,"num_words":28,"start":256.265,"end":422.895},{"sentences":[{"text":"So it's If I was in Next month.","start":422.895,"end":425.535,"sentiment":"neutral","sentiment_score":-0.07816078886389732},{"text":"And so what day do you send my order was my contract was fine?","start":425.535,"end":428.735,"sentiment":"neutral","sentiment_score":-0.0712584454034056},{"text":"I thought it reached just now with the panic deception.","start":428.735,"end":431.155,"sentiment":"negative","sentiment_score":-0.5527227371931076},{"text":"So what happens if I cancel it on April?","start":436.87,"end":439.05,"sentiment":"neutral","sentiment_score":-0.03273984810544385},{"text":"I want to cancel it next next next month, April 16.","start":439.35,"end":445.21,"sentiment":"neutral","sentiment_score":-0.030527879737994888}],"sentiment":"neutral","sentiment_score":-0.14962686977993983,"num_words":52,"start":422.895,"end":445.21},{"sentences":[{"text":"So exactly a month before?","start":448.605,"end":450.14502,"sentiment":"neutral","sentiment_score":-0.010171908978372812},{"text":"The cancellation fee is more expensive than the monthly fee.","start":463.53,"end":467.47,"sentiment":"neutral","sentiment_score":-0.2535438008606434},{"text":"Does that make sense?","start":467.69,"end":468.83002,"sentiment":"neutral","sentiment_score":-0.01593198161572218},{"text":"So how can the cancellation fee be more expensive than me paying paying the contract to the end?","start":487.17,"end":493.19,"sentiment":"neutral","sentiment_score":-0.25034839949674076},{"text":"Does that make any sense at all?","start":493.49,"end":495.27,"sentiment":"neutral","sentiment_score":-0.15494530754429953}],"sentiment":"neutral","sentiment_score":-0.18729349599346856,"num_words":44,"start":448.605,"end":495.27},{"sentences":[{"text":"No worries.","start":499.66498,"end":500.22498,"sentiment":"neutral","sentiment_score":0.03318445198237896},{"text":"Easy.","start":500.22498,"end":500.625,"sentiment":"neutral","sentiment_score":0.2057979106903076},{"text":"Easy peasy.","start":500.625,"end":501.525,"sentiment":"neutral","sentiment_score":0.29505181312561035},{"text":"Thank you so much.","start":501.66498,"end":502.54498,"sentiment":"positive","sentiment_score":0.47938691824674606},{"text":"Hope you have a beautiful day.","start":502.54498,"end":504.00497,"sentiment":"positive","sentiment_score":0.4570449541012446}],"sentiment":"positive","sentiment_score":0.36813918923338257,"num_words":15,"start":499.66498,"end":504.00497},{"sentences":[{"text":"We'll leave we'll leave everything like this.","start":507.425,"end":509.685,"sentiment":"neutral","sentiment_score":-0.0565779802522489},{"text":"We'll leave everything as is.","start":509.745,"end":511.28497,"sentiment":"neutral","sentiment_score":-0.03075260519981384},{"text":"I said we'll leave everything as is.","start":519.39996,"end":521.32,"sentiment":"neutral","sentiment_score":-0.013556484532143389},{"text":"Thank you.","start":521.32,"end":522.14,"sentiment":"neutral","sentiment_score":0.14251118153333664},{"text":"What are you asking me, please?","start":525.16,"end":527.18,"sentiment":"neutral","sentiment_score":-0.07648168131709099}],"sentiment":"neutral","sentiment_score":-0.030317481641692144,"num_words":27,"start":507.425,"end":527.18},{"sentences":[{"text":"What are you asking me?","start":528.005,"end":529.465,"sentiment":"neutral","sentiment_score":-0.07688416987657547},{"text":"I'm saying make no changes.","start":529.60504,"end":531.145,"sentiment":"neutral","sentiment_score":-0.07984143197536468},{"text":"Leave everything as is.","start":531.205,"end":532.585,"sentiment":"neutral","sentiment_score":-0.0631874967366457},{"text":"So what are you asking me?","start":533.365,"end":534.905,"sentiment":"neutral","sentiment_score":-0.04239810258150101},{"text":"Like, I said four times.","start":538.16693,"end":539.86694,"sentiment":"neutral","sentiment_score":-0.009107059240341187}],"sentiment":"neutral","sentiment_score":-0.05345207631587982,"num_words":25,"start":528.005,"end":539.86694},{"sentences":[{"text":"Cheers.","start":540.407,"end":540.64197,"sentiment":"positive","sentiment_score":0.6524576544761658},{"text":"Have a good one.","start":540.64197,"end":541.94696,"sentiment":"positive","sentiment_score":0.5147208943963051}],"sentiment":"positive","sentiment_score":0.5422682464122772,"num_words":5,"start":540.407,"end":541.94696}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good morning. Thank you so much for calling Airtel accounts. How may I help you today?\n\nChannel 1: I got a missed call from you guys.\n\nChannel 0: Hi. Thank you so much for giving us a call. Am I speaking to Chukwameka Obina?\n\nChannel 1: Yeah. Yeah. Yes. Yeah. How are you?\n\nChannel 0: Hi. How are you today?\n\nChannel 1: Very well. Thank you.\n\nChannel 0: That's\n\nChannel 1: I\n\nChannel 0: great\n\nChannel 1: think\n\nChannel 0: to\n\nChannel 1: this\n\nChannel 0: hear.\n\nChannel 1: is\n\nChannel 0: And\n\nChannel 1: regarding the cancellation. Right?\n\nChannel 0: Yes. Thank you so much for giving us a callback because we received your email. And then a reason why we tried to reach you is for security reason because cancellation must be made over the phone. So thank you for giving us a callback. I just need to pull out your account here and confirm your date of birth.\n\nChannel 1: May 25.\n\nChannel 0: Okay.\n\nChannel 1: Okay.\n\nChannel 0: Thank you so much. So based on our records, your account is locked in or you signed up for a twelve month contract. And what is the preferred date that you would like to cancel your\n\nChannel 1: Well,\n\nChannel 0: service?\n\nChannel 1: when did I sign up? Can you advise when I signed up, please?\n\nChannel 0: Have you signed up May 17 to to fulfill your contract? It should be on May 17. That's the fulfillment\n\nChannel 1: But I thought the whole\n\nChannel 0: date.\n\nChannel 1: thing with Airtel was canceled at any time. I'm pretty let me have\n\nChannel 0: Cancel\n\nChannel 1: a thing.\n\nChannel 0: anytime if you are in a no contract.\n\nChannel 1: Yeah. So how\n\nChannel 0: Yeah.\n\nChannel 1: am I\n\nChannel 0: But\n\nChannel 1: in a contract?\n\nChannel 0: your contract is twelve month when you sign up your service last year, 05/16/2020\n\nChannel 1: What contract\n\nChannel 0: five.\n\nChannel 1: am I in? Sorry.\n\nChannel 0: Twelve month contract.\n\nChannel 1: No.\n\nChannel 0: One\n\nChannel 1: No.\n\nChannel 0: year\n\nChannel 1: Like, what\n\nChannel 0: contract.\n\nChannel 1: what what do you mean I'm in a contract? I I I wasn't aware. How am I in a contract? Like, what do you mean?\n\nChannel 0: Okay. Let me explain. Every time that you sign up for a service when or when you process your order\n\nChannel 1: Yes.\n\nChannel 0: through the site, there are three options for you to choose, whether if you are signing up for twelve month contract, twenty four month contract, or no contract. And you process your order and you opted sign up for Supafast, which is $89.95 plan under a twelve month contract. If you would like, we can send you the order receipt that you have\n\nChannel 1: Yeah.\n\nChannel 0: based on\n\nChannel 1: Can\n\nChannel 0: our\n\nChannel 1: you\n\nChannel 0: record.\n\nChannel 1: is that possible? I'll I'll just wait on the phone while you send that if that's okay. Thank you.\n\nChannel 0: Alright. Sure. Sure. And, also,\n\nChannel 1: Sure.\n\nChannel 0: if you would like to check, you can also view your account through the customer portal wherein you could see your contract uploaded with the thermostat condition. Just be on the line. Let me send you the copy of\n\nChannel 1: Cheers.\n\nChannel 0: your order receipt. Okay?\n\nChannel 1: Thank you so much.\n\nChannel 0: You're welcome. Thank you as well. One moment.\n\nChannel 1: Next next week, Easter, boys. I know. I know. We should have jump over the holidays this month. Yeah.\n\nFriday, Monday, and Friday, Monday again. April's cheering is. That's that's fucked up. I just I was just looking.\n\nChannel 0: Thank you so much for patiently waiting. So the email has been sent. Kindly check. And as I've mentioned, if you would like to review your contract.\n\nChannel 1: So Alright. So if I was to cancel it in May it's not in May. So it's If I was in Next month. And so what day do you send my order was my contract was fine? I thought it reached just now with the panic\n\nChannel 0: Your\n\nChannel 1: deception.\n\nChannel 0: contract will be fulfilled on 05/16/2025.\n\nChannel 1: So what happens if I cancel it on April? I want to cancel it next next next month, April 16.\n\nChannel 0: Which date? April 16. Okay. April 16.\n\nChannel 1: So exactly a month before?\n\nChannel 0: So, technically, you still needs to pay your service from April '16 and then the cancellation fee of $132 because your\n\nChannel 1: The cancellation fee is more expensive than the monthly fee.\n\nChannel 0: yeah. Yeah.\n\nChannel 1: Does that\n\nChannel 0: That's\n\nChannel 1: make\n\nChannel 0: correct.\n\nChannel 1: sense?\n\nChannel 0: The reason why we tried to talk to you. So, technically, if you would like to fulfill to save at least an amount, you can fulfill your contract until the sixteenth. So what you need to pay is the full service for April and then service from May '16.\n\nChannel 1: So how can the cancellation fee be more expensive than me paying paying the contract to the end? Does that make any sense at all?\n\nChannel 0: That's our policy. Please review our terms and condition.\n\nChannel 1: No worries.\n\nChannel 0: Alright?\n\nChannel 1: Easy. Easy peasy. Thank you\n\nChannel 0: Alright.\n\nChannel 1: so much. Hope\n\nChannel 0: So\n\nChannel 1: you have a beautiful day.\n\nChannel 0: so which one you would like to proceed? Fulfilling\n\nChannel 1: We'll\n\nChannel 0: your\n\nChannel 1: leave\n\nChannel 0: contract?\n\nChannel 1: we'll leave everything like this. We'll leave everything as is.\n\nChannel 0: What do you mean? You have to clarify. In that way, we could proceed accordingly. So you would like to cancel on the '16. Right?\n\nChannel 1: I said we'll leave everything as is. Thank you.\n\nChannel 0: What do you mean leave everything as it is?\n\nChannel 1: What are you asking me, please? What\n\nChannel 0: Okay.\n\nChannel 1: are\n\nChannel 0: I'm\n\nChannel 1: you asking\n\nChannel 0: asking.\n\nChannel 1: me?\n\nChannel 0: I'm\n\nChannel 1: I'm\n\nChannel 0: asking.\n\nChannel 1: saying make no changes. Leave everything as is. So what are you\n\nChannel 0: Okay.\n\nChannel 1: asking me?\n\nChannel 0: Alright. So we will leave everything like this. Your invoice for\n\nChannel 1: Like, I\n\nChannel 0: recurring\n\nChannel 1: said\n\nChannel 0: will\n\nChannel 1: four\n\nChannel 0: continue.\n\nChannel 1: times. Cheers. Have a\n\nChannel 0: Will\n\nChannel 1: good\n\nChannel 0: you\n\nChannel 1: one.\n\nChannel 0: your service will be","paragraphs":[{"sentences":[{"text":"Hi.","start":0.79999995,"end":1.12,"sentiment":"neutral","sentiment_score":0.19886964559555056},{"text":"Good morning.","start":1.12,"end":1.8399999,"sentiment":"positive","sentiment_score":0.4181535094976425},{"text":"Thank you so much for calling Airtel accounts.","start":1.8399999,"end":4.24,"sentiment":"positive","sentiment_score":0.6247825995087624},{"text":"How may I help you today?","start":4.24,"end":5.54,"sentiment":"positive","sentiment_score":0.5512838910023371}],"sentiment":"positive","sentiment_score":0.5494788709808799,"channel":0,"num_words":17,"start":0.79999995,"end":5.54},{"sentences":[{"text":"I got a missed call from you guys.","start":6.56,"end":8.58,"sentiment":"neutral","sentiment_score":-0.13422308955341578}],"sentiment":"neutral","sentiment_score":-0.13422308955341578,"channel":1,"num_words":8,"start":6.56,"end":8.58},{"sentences":[{"text":"Hi.","start":10.16,"end":10.66,"sentiment":"neutral","sentiment_score":0.09156417846679688},{"text":"Thank you so much for giving us a call.","start":10.96,"end":13.46,"sentiment":"positive","sentiment_score":0.3753911587927077},{"text":"Am I speaking to Chukwameka Obina?","start":13.759999,"end":17.425,"sentiment":"neutral","sentiment_score":0.11604803055524826}],"sentiment":"neutral","sentiment_score":0.26039829943329096,"channel":0,"num_words":16,"start":10.16,"end":17.425},{"sentences":[{"text":"Yeah.","start":18.085,"end":18.404999,"sentiment":"neutral","sentiment_score":0.05887835845351219},{"text":"Yeah.","start":18.404999,"end":18.805,"sentiment":"neutral","sentiment_score":0.06344874203205109},{"text":"Yes.","start":18.805,"end":19.125,"sentiment":"neutral","sentiment_score":0.08564987033605576},{"text":"Yeah.","start":19.125,"end":19.445,"sentiment":"neutral","sentiment_score":0.1124417781829834},{"text":"How are you?","start":19.445,"end":20.345,"sentiment":"neutral","sentiment_score":0.17390909790992737}],"sentiment":"neutral","sentiment_score":0.1203065775334835,"channel":1,"num_words":7,"start":18.085,"end":20.345},{"sentences":[{"text":"Hi.","start":20.445,"end":20.765,"sentiment":"neutral","sentiment_score":0.1602721810340881},{"text":"How are you today?","start":20.765,"end":21.904999,"sentiment":"neutral","sentiment_score":0.2068355567753315}],"sentiment":"neutral","sentiment_score":0.1975228816270828,"channel":0,"num_words":5,"start":20.445,"end":21.904999},{"sentences":[{"text":"Very well.","start":22.325,"end":23.205,"sentiment":"positive","sentiment_score":0.3966890722513199},{"text":"Thank you.","start":23.205,"end":24.025,"sentiment":"positive","sentiment_score":0.4938005208969116}],"sentiment":"positive","sentiment_score":0.44524479657411575,"channel":1,"num_words":4,"start":22.325,"end":24.025},{"sentences":[{"text":"That's","start":24.205,"end":24.605,"sentiment":"neutral","sentiment_score":0.3159937858581543}],"sentiment":"neutral","sentiment_score":0.3159937858581543,"channel":0,"num_words":1,"start":24.205,"end":24.605},{"sentences":[{"text":"I","start":24.485,"end":24.645,"sentiment":"neutral","sentiment_score":0.26352691650390625}],"sentiment":"neutral","sentiment_score":0.26352691650390625,"channel":1,"num_words":1,"start":24.485,"end":24.645},{"sentences":[{"text":"great","start":24.605,"end":24.845,"sentiment":"positive","sentiment_score":0.5369831323623657}],"sentiment":"positive","sentiment_score":0.5369831323623657,"channel":0,"num_words":1,"start":24.605,"end":24.845},{"sentences":[{"text":"think","start":24.645,"end":24.884998,"sentiment":"neutral","sentiment_score":0.32559144496917725}],"sentiment":"neutral","sentiment_score":0.32559144496917725,"channel":1,"num_words":1,"start":24.645,"end":24.884998},{"sentences":[{"text":"to","start":24.845,"end":25.005,"sentiment":"neutral","sentiment_score":0.28029385209083557}],"sentiment":"neutral","sentiment_score":0.28029385209083557,"channel":0,"num_words":1,"start":24.845,"end":25.005},{"sentences":[{"text":"this","start":24.884998,"end":25.044998,"sentiment":"positive","sentiment_score":0.3346300721168518}],"sentiment":"positive","sentiment_score":0.3346300721168518,"channel":1,"num_words":1,"start":24.884998,"end":25.044998},{"sentences":[{"text":"hear.","start":25.005,"end":25.244999,"sentiment":"neutral","sentiment_score":0.32868415117263794}],"sentiment":"neutral","sentiment_score":0.32868415117263794,"channel":0,"num_words":1,"start":25.005,"end":25.244999},{"sentences":[{"text":"is","start":25.044998,"end":25.285,"sentiment":"neutral","sentiment_score":0.05333799123764038}],"sentiment":"neutral","sentiment_score":0.05333799123764038,"channel":1,"num_words":1,"start":25.044998,"end":25.285},{"sentences":[{"text":"And","start":25.244999,"end":25.485,"sentiment":"neutral","sentiment_score":-0.015991322696208954}],"sentiment":"neutral","sentiment_score":-0.015991322696208954,"channel":0,"num_words":1,"start":25.244999,"end":25.485},{"sentences":[{"text":"regarding the cancellation.","start":25.285,"end":26.425,"sentiment":"neutral","sentiment_score":-0.07039777934551239},{"text":"Right?","start":26.645,"end":27.145,"sentiment":"neutral","sentiment_score":-0.004453495144844055}],"sentiment":"neutral","sentiment_score":-0.053911708295345306,"channel":1,"num_words":4,"start":25.285,"end":27.145},{"sentences":[{"text":"Yes.","start":27.75,"end":27.99,"sentiment":"neutral","sentiment_score":0.028728153556585312},{"text":"Thank you so much for giving us a callback because we received your email.","start":27.99,"end":31.85,"sentiment":"neutral","sentiment_score":0.2004266833620412},{"text":"And then a reason why we tried to reach you is for security reason because cancellation must be made over the phone.","start":32.47,"end":38.47,"sentiment":"neutral","sentiment_score":0.10881547731432048},{"text":"So thank you for giving us a callback.","start":38.47,"end":40.33,"sentiment":"neutral","sentiment_score":0.29704679548740387},{"text":"I just need to pull out your account here and confirm your date of birth.","start":40.715,"end":45.214996,"sentiment":"neutral","sentiment_score":0.15178548594315847}],"sentiment":"neutral","sentiment_score":0.16469664790978034,"channel":0,"num_words":60,"start":27.75,"end":45.214996},{"sentences":[{"text":"May 25.","start":47.475,"end":48.695,"sentiment":"neutral","sentiment_score":0.015255828388035297}],"sentiment":"neutral","sentiment_score":0.015255828388035297,"channel":1,"num_words":2,"start":47.475,"end":48.695},{"sentences":[{"text":"Okay.","start":49.594997,"end":50.094997,"sentiment":"neutral","sentiment_score":0.031067386269569397}],"sentiment":"neutral","sentiment_score":0.031067386269569397,"channel":0,"num_words":1,"start":49.594997,"end":50.094997},{"sentences":[{"text":"Okay.","start":50.114998,"end":50.614998,"sentiment":"neutral","sentiment_score":0.051173388957977295}],"sentiment":"neutral","sentiment_score":0.051173388957977295,"channel":1,"num_words":1,"start":50.114998,"end":50.614998},{"sentences":[{"text":"Thank you so much.","start":50.155,"end":51.375,"sentiment":"neutral","sentiment_score":0.21352113410830498},{"text":"So based on our records, your account is locked in or you signed up for a twelve month contract.","start":51.835,"end":57.760002,"sentiment":"neutral","sentiment_score":0.003944569120281621},{"text":"And what is the preferred date that you would like to cancel your","start":58.22,"end":62.22,"sentiment":"neutral","sentiment_score":-0.026813002303242683}],"sentiment":"neutral","sentiment_score":0.016123953327122662,"channel":0,"num_words":36,"start":50.155,"end":62.22},{"sentences":[{"text":"Well,","start":62.01,"end":62.329998,"sentiment":"neutral","sentiment_score":-0.019504759460687637}],"sentiment":"neutral","sentiment_score":-0.019504759460687637,"channel":1,"num_words":1,"start":62.01,"end":62.329998},{"sentences":[{"text":"service?","start":62.22,"end":62.72,"sentiment":"neutral","sentiment_score":-0.03101811744272709}],"sentiment":"neutral","sentiment_score":-0.03101811744272709,"channel":0,"num_words":1,"start":62.22,"end":62.72},{"sentences":[{"text":"when did I sign up?","start":62.329998,"end":63.21,"sentiment":"neutral","sentiment_score":-0.025501046702265738},{"text":"Can you advise when I signed up, please?","start":63.21,"end":65.15,"sentiment":"neutral","sentiment_score":-0.01772335369605571}],"sentiment":"neutral","sentiment_score":-0.020714774083059568,"channel":1,"num_words":13,"start":62.329998,"end":65.15},{"sentences":[{"text":"Have you signed up May 17 to to fulfill your contract?","start":65.755005,"end":70.335,"sentiment":"neutral","sentiment_score":-0.02057534981180321},{"text":"It should be on May 17.","start":71.195,"end":72.975,"sentiment":"neutral","sentiment_score":-0.030755269341170788},{"text":"That's the fulfillment","start":73.275,"end":75.535,"sentiment":"neutral","sentiment_score":-0.04711469759543737}],"sentiment":"neutral","sentiment_score":-0.027610227838158606,"channel":0,"num_words":20,"start":65.755005,"end":75.535},{"sentences":[{"text":"But I thought the 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The representative informs the customer that their account is locked and that they signed a twelve month contract. The customer is informed that they can cancel their service anytime they want and that they can cancel their service on April 16. The representative explains that they can cancel their service until the sixteenth and that they will leave everything as is."},"intents":{"segments":[{"text":"Am I speaking to Chukwameka Obina? Yeah.","start_word":35,"end_word":41,"intents":[{"intent":"Confirm identity","confidence_score":0.27416378}]},{"text":"That's I great think to this hear. is And regarding the cancellation. Right? Yes.","start_word":57,"end_word":70,"intents":[{"intent":"Cancel service","confidence_score":0.31608745}]},{"text":"I just need to pull out your account here and confirm your date of birth. May 25.","start_word":115,"end_word":131,"intents":[{"intent":"Confirm date of birth","confidence_score":0.15101129},{"intent":"Confirm date of birth","confidence_score":0.27429378}]},{"text":"I just need to pull out your account here and confirm your date of birth. May 25. Okay. Okay.","start_word":115,"end_word":133,"intents":[{"intent":"Check account","confidence_score":0.006806277}]},{"text":"your contract is twelve month when you sign up your service last year, 05/16/2020 What contract five.","start_word":245,"end_word":261,"intents":[{"intent":"Confirm contract status","confidence_score":0.060979795},{"intent":"Confirm contract status","confidence_score":0.09486423}]},{"text":"what what do you mean I'm in a contract? I I I wasn't aware. How am I in a contract?","start_word":276,"end_word":295,"intents":[{"intent":"Understand contract terms","confidence_score":0.005430461}]},{"text":"If you would like, we can send you the order receipt that you have Yeah.","start_word":371,"end_word":385,"intents":[{"intent":"Request order confirmation","confidence_score":0.004717523}]},{"text":"So what happens if I cancel it on April? I want to cancel it next next next month, April 16. Which date?","start_word":592,"end_word":613,"intents":[{"intent":"Cancel contract","confidence_score":0.099129654}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.19886964559555056},{"text":"Good morning. Thank you so much for calling Airtel accounts. How may I help you today?","start_word":1,"end_word":16,"sentiment":"positive","sentiment_score":0.5628514289855957},{"text":"I got a missed call from you guys. Hi.","start_word":17,"end_word":25,"sentiment":"neutral","sentiment_score":-0.09838874638080596},{"text":"Thank you so much for giving us a call.","start_word":26,"end_word":34,"sentiment":"positive","sentiment_score":0.38307857513427734},{"text":"Am I speaking to Chukwameka Obina? Yeah. Yeah. Yes. Yeah. How are you? Hi. How are you today?","start_word":35,"end_word":52,"sentiment":"neutral","sentiment_score":0.15473057329654694},{"text":"Very well. Thank you. That's I great think to this hear.","start_word":53,"end_word":63,"sentiment":"positive","sentiment_score":0.3699331283569336},{"text":"is And regarding the cancellation. Right? Yes. Thank you so much for giving us a callback because we received your email. And then a reason why we tried to reach you is for security reason because cancellation must be made over the phone. So thank you for giving us a callback. I just need to pull out your account here and confirm your date of birth. May 25. Okay. Okay. Thank you so much. So based on our records, your account is locked in or you signed up for a twelve month contract. And what is the preferred date that you would like to cancel your Well, service? when did I sign up? Can you advise when I signed up, please? Have you signed up May 17 to to fulfill your contract? It should be on May 17. That's the fulfillment But I thought the whole date. thing with Airtel was canceled at any time. I'm pretty let me have Cancel a thing. anytime if you are in a no contract. Yeah. So how Yeah. am I But in a contract? your contract is twelve month when you sign up your service last year, 05/16/2020 What contract five. am I in? Sorry. Twelve month contract. No. One No. year Like, what contract. what what do you mean I'm in a contract? I I I wasn't aware. How am I in a contract? Like, what do you mean? Okay. Let me explain. 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Thank you as well.","start_word":461,"end_word":470,"sentiment":"positive","sentiment_score":0.39108067750930786},{"text":"One moment. Next next week, Easter, boys. I know. I know. We should have jump over the holidays this month. Yeah. Friday, Monday, and Friday, Monday again. April's cheering is.","start_word":471,"end_word":500,"sentiment":"neutral","sentiment_score":-0.027266494929790497},{"text":"That's that's fucked up.","start_word":501,"end_word":504,"sentiment":"negative","sentiment_score":-0.6937265396118164},{"text":"I just I was just looking. Thank you so much for patiently waiting. So the email has been sent. Kindly check. And as I've mentioned, if you would like to review your contract. So Alright. So if I was to cancel it in May it's not in May. So it's If I was in Next month. And so what day do you send my order was my contract was fine?","start_word":505,"end_word":574,"sentiment":"neutral","sentiment_score":-0.0687558725476265},{"text":"I thought it reached just now with the panic Your deception.","start_word":575,"end_word":585,"sentiment":"negative","sentiment_score":-0.602159321308136},{"text":"contract will be fulfilled on 05/16/2025. So what happens if I cancel it on April? I want to cancel it next next next month, April 16. Which date? April 16. Okay. April 16. So exactly a month before? So, technically, you still needs to pay your service from April '16 and then the cancellation fee of $132 because your The cancellation fee is more expensive than the monthly fee. yeah. Yeah. Does that That's make correct. sense? The reason why we tried to talk to you. So, technically, if you would like to fulfill to save at least an amount, you can fulfill your contract until the sixteenth. So what you need to pay is the full service for April and then service from May '16. So how can the cancellation fee be more expensive than me paying paying the contract to the end? Does that make any sense at all? That's our policy. Please review our terms and condition. No worries. Alright? Easy. Easy peasy.","start_word":586,"end_word":751,"sentiment":"neutral","sentiment_score":-0.04873724281787872},{"text":"Thank you Alright. so much. Hope So you have a beautiful day.","start_word":752,"end_word":763,"sentiment":"positive","sentiment_score":0.4541793167591095},{"text":"so which one you would like to proceed? Fulfilling We'll your leave contract? we'll leave everything like this. We'll leave everything as is. What do you mean? You have to clarify. In that way, we could proceed accordingly. So you would like to cancel on the '16. Right? I said we'll leave everything as is. Thank you. What do you mean leave everything as it is? What are you asking me, please? Okay. What are I'm you asking. asking me? I'm I'm asking. saying make no changes. Leave everything as is. So what are Okay. you asking me? Alright. So we will leave everything like this. Your invoice for Like, I recurring said will four continue. times.","start_word":764,"end_word":880,"sentiment":"neutral","sentiment_score":-0.03148224949836731},{"text":"Cheers. Have a Will good you one. your service will be","start_word":881,"end_word":891,"sentiment":"positive","sentiment_score":0.4890782833099365}],"average":{"sentiment":"neutral","sentiment_score":0.011572955045413016}}}}