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Are you going to use your Visa or your Mastercard? Okay. Perfect. I'll just need to confirm to whom I'm speaking with. Could you please confirm your full name? Okay. Sure. No rush. Okay. Perfect. May I have your full name, please? Thank you. Wonderful. Nice to have you in the line, David. So what we are processing today is your current invoice for May, $69.95. Alright. Thank you. I'll just go to the payment page where I can put in your card details to proceed with the payment. No. It's your account is up to date. So, obviously, we're just processing one invoice for this month, $69.95. Okay. Thank you. I'm putting here Visa card. Visa. Okay. May I have your card number, please? Thank you. 4065890024679860. Expiration date, please? Thank you. 11/2027. Security code, please? 985. Okay. Perfect. Let me indicate here. 985. Okay. So do you have the CommBank app? Okay. So you will be receiving, like, authorization notification. Kindly authorize the payment in that way to proceed on our end. 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Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.12,"end":3.52,"sentiment":"neutral","sentiment_score":0.2639642357826233},{"text":"Good afternoon.","start":3.52,"end":4.26,"sentiment":"positive","sentiment_score":0.4936932921409607},{"text":"This is Airtel accounts.","start":4.3199997,"end":5.94,"sentiment":"positive","sentiment_score":0.3513060659170151},{"text":"We're returning your phone call.","start":6.0,"end":8.02,"sentiment":"positive","sentiment_score":0.3531374156475067},{"text":"How may I help you today?","start":8.72,"end":10.099999,"sentiment":"positive","sentiment_score":0.3911161919434865}],"sentiment":"positive","sentiment_score":0.3760532952017254,"num_words":18,"start":3.12,"end":10.099999},{"sentences":[{"text":"Mm-mm.","start":14.995,"end":15.495,"sentiment":"neutral","sentiment_score":-0.05154597759246826},{"text":"Okay.","start":16.355,"end":16.855,"sentiment":"neutral","sentiment_score":-0.016848139464855194},{"text":"Oh, 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zero.","start":247.30501,"end":253.24501,"sentiment":"positive","sentiment_score":0.4591728101174037},{"text":"Besides with your payment, anything else that I may help you?","start":253.59001,"end":257.05002,"sentiment":"neutral","sentiment_score":0.16875557872382077},{"text":"You're welcome.","start":259.67,"end":260.47,"sentiment":"positive","sentiment_score":0.576097846031189}],"sentiment":"positive","sentiment_score":0.4317227846809796,"num_words":42,"start":243.225,"end":260.47},{"sentences":[{"text":"Please have a good one, and be safe.","start":260.47,"end":262.57,"sentiment":"positive","sentiment_score":0.5865188054740429},{"text":"Bye bye.","start":262.63,"end":263.37,"sentiment":"neutral","sentiment_score":0.19836125522851944}],"sentiment":"positive","sentiment_score":0.5088872954249382,"num_words":10,"start":260.47,"end":263.37}]}}]},{"alternatives":[{"transcript":"Hi, David speaking. Yeah. I was just trying to pay my phone bill because I was away from home, and I was wondering if I could pay by credit card. Oh, my Visa. Could I just get you to hold one minute while I just move over? Okay. I'm back again. My full name is David Brainard. That's b r e y n a r d. That's correct. You guys need a reference number or nothing? That's correct. 4065890024679860. That's correct. November 27. 985. Yep. Okay. I'll just do that now. No. That's it. Thanks for your help. Okay. See 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David speaking. Yeah. I was just trying to pay my phone bill because I was away from home, and I was wondering if I could pay by credit card. Oh, my Visa. Could I just get you to hold one minute while I just move over?\n\nOkay. I'm back again. My full name is David Brainard. That's b r e y n a r d. That's correct.\n\nYou guys need a reference number or nothing? That's correct. 4065890024679860. That's correct. November 27.\n\n985. Yep. Okay. I'll just do that now. No.\n\nThat's it. Thanks for your help. Okay. See you.","paragraphs":[{"sentences":[{"text":"Hi, David speaking.","start":0.0,"end":2.42,"sentiment":"neutral","sentiment_score":0.06669567649563153},{"text":"Yeah.","start":10.4,"end":10.639999,"sentiment":"neutral","sentiment_score":-0.0033721914514899254},{"text":"I was just trying to pay my phone bill because I was away from home, and I was wondering if I could pay by credit card.","start":10.639999,"end":18.654999,"sentiment":"neutral","sentiment_score":-0.05321798129723622},{"text":"Oh, my Visa.","start":27.275,"end":28.255,"sentiment":"neutral","sentiment_score":0.022825565189123154},{"text":"Could I just get you to hold one minute while I just move over?","start":37.65,"end":40.63,"sentiment":"neutral","sentiment_score":0.044211599975824356}],"sentiment":"neutral","sentiment_score":-0.01062794852050695,"num_words":47,"start":0.0,"end":40.63},{"sentences":[{"text":"Okay.","start":60.205,"end":60.285,"sentiment":"neutral","sentiment_score":0.13147246837615967},{"text":"I'm back again.","start":60.285,"end":61.185,"sentiment":"neutral","sentiment_score":0.13052023450533548},{"text":"My full name is David Brainard.","start":65.380005,"end":67.48,"sentiment":"neutral","sentiment_score":0.06895529975493749},{"text":"That's b r e y n a r d.","start":68.020004,"end":71.56,"sentiment":"neutral","sentiment_score":0.0615658855272664},{"text":"That's correct.","start":82.695,"end":83.435,"sentiment":"neutral","sentiment_score":0.2068159133195877}],"sentiment":"neutral","sentiment_score":0.09068998889554114,"num_words":21,"start":60.205,"end":83.435},{"sentences":[{"text":"You guys need a reference number or nothing?","start":91.33,"end":93.11,"sentiment":"neutral","sentiment_score":-0.018957956810481846},{"text":"That's correct.","start":103.89,"end":104.63,"sentiment":"neutral","sentiment_score":0.05249820277094841},{"text":"4065890024679860.","start":118.265,"end":134.18001,"sentiment":"neutral","sentiment_score":0.016651609912514687},{"text":"That's correct.","start":142.86499,"end":143.685,"sentiment":"neutral","sentiment_score":0.027882972732186317},{"text":"November 27.","start":148.385,"end":150.00499,"sentiment":"neutral","sentiment_score":-0.002257691463455558}],"sentiment":"neutral","sentiment_score":0.0014156615672012167,"num_words":15,"start":91.33,"end":150.00499},{"sentences":[{"text":"985.","start":158.36,"end":159.66,"sentiment":"neutral","sentiment_score":0.006138063967227936},{"text":"Yep.","start":183.29001,"end":183.79001,"sentiment":"neutral","sentiment_score":0.07073567807674408},{"text":"Okay.","start":195.905,"end":196.225,"sentiment":"neutral","sentiment_score":0.13886533677577972},{"text":"I'll just do that now.","start":196.225,"end":197.445,"sentiment":"neutral","sentiment_score":0.14472274631261825},{"text":"No.","start":257.755,"end":257.995,"sentiment":"neutral","sentiment_score":0.02408159151673317}],"sentiment":"neutral","sentiment_score":0.10704826687773068,"num_words":9,"start":158.36,"end":257.995},{"sentences":[{"text":"That's it.","start":257.995,"end":258.395,"sentiment":"neutral","sentiment_score":0.07666649669408798},{"text":"Thanks for your help.","start":258.395,"end":259.455,"sentiment":"positive","sentiment_score":0.5167946517467499},{"text":"Okay.","start":263.035,"end":263.535,"sentiment":"neutral","sentiment_score":0.2488640397787094},{"text":"See you.","start":263.595,"end":264.335,"sentiment":"neutral","sentiment_score":0.14315838739275932}],"sentiment":"neutral","sentiment_score":0.30618804610437816,"num_words":9,"start":257.995,"end":264.335}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hi, David speaking.\n\nChannel 0: Hi. Good afternoon. This is Airtel accounts. We're returning your phone call. How may I help you today?\n\nChannel 1: Yeah. I was just trying to pay my phone bill because I was away from home,\n\nChannel 0: Mm-mm.\n\nChannel 1: and I was wondering\n\nChannel 0: Okay.\n\nChannel 1: if I could pay by credit card.\n\nChannel 0: Oh, sure. I would love to assist you with your payment over the phone. Are you going to use your Visa or your Mastercard?\n\nChannel 1: Oh, my Visa.\n\nChannel 0: Okay. Perfect. I'll just need to confirm to whom I'm speaking with. Could you please confirm your full name?\n\nChannel 1: Could I just get you to hold one minute while I just move over?\n\nChannel 0: Okay. Sure. No rush.\n\nChannel 1: Okay. I'm back again.\n\nChannel 0: Okay. Perfect. May I have your full name, please?\n\nChannel 1: My full name is David Brainard. That's\n\nChannel 0: Thank you.\n\nChannel 1: b r e y n a r d.\n\nChannel 0: Wonderful. Nice to have you in the line, David. So what we are processing today is your current invoice for May, $69.95.\n\nChannel 1: That's correct.\n\nChannel 0: Alright. Thank you. I'll just go to the payment page where I can put in your card details to proceed with the payment.\n\nChannel 1: You guys need a reference number or nothing?\n\nChannel 0: No. It's your account is up to date. So, obviously, we're just processing one invoice for this month, $69.95.\n\nChannel 1: That's correct.\n\nChannel 0: Okay. Thank you. I'm putting here Visa card. Visa. Okay.\n\nMay I have your card number, please?\n\nChannel 1: 4065890024679860.\n\nChannel 0: Thank you. 4065890024679860.\n\nChannel 1: That's correct.\n\nChannel 0: Expiration date, please?\n\nChannel 1: November 27.\n\nChannel 0: Thank you. 11/2027. Security code, please?\n\nChannel 1: 985.\n\nChannel 0: 985. Okay. Perfect. Let me indicate here. 985.\n\nOkay. So do you have the CommBank app?\n\nChannel 1: Yep.\n\nChannel 0: Okay. So you will be receiving, like, authorization notification. Kindly authorize the payment in that way to proceed on our end.\n\nChannel 1: Okay. I'll just do that now.\n\nChannel 0: Thank you. Okay. Perfect. So good to go, David. Your payment has been successfully processed.\n\nOfficial receipt will be sent shortly to your email address, and your account now is back to zero. Besides with your payment, anything else that I may help you?\n\nChannel 1: No. That's it. Thanks for your help.\n\nChannel 0: You're welcome. Please have a good one, and be safe. Bye bye.\n\nChannel 1: Okay. See you.","paragraphs":[{"sentences":[{"text":"Hi, David speaking.","start":0.0,"end":2.42,"sentiment":"neutral","sentiment_score":0.06669567649563153}],"sentiment":"neutral","sentiment_score":0.06669567649563153,"channel":1,"num_words":3,"start":0.0,"end":2.42},{"sentences":[{"text":"Hi.","start":3.12,"end":3.52,"sentiment":"neutral","sentiment_score":0.2639642357826233},{"text":"Good afternoon.","start":3.52,"end":4.26,"sentiment":"positive","sentiment_score":0.4936932921409607},{"text":"This is Airtel accounts.","start":4.3199997,"end":5.94,"sentiment":"positive","sentiment_score":0.3513060659170151},{"text":"We're returning your phone call.","start":6.0,"end":8.02,"sentiment":"positive","sentiment_score":0.3531374156475067},{"text":"How may I help you 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wondering","start":15.835,"end":16.555,"sentiment":"neutral","sentiment_score":-0.03041310654953122}],"sentiment":"neutral","sentiment_score":-0.03041310654953122,"channel":1,"num_words":4,"start":15.835,"end":16.555},{"sentences":[{"text":"Okay.","start":16.355,"end":16.855,"sentiment":"neutral","sentiment_score":-0.016848139464855194}],"sentiment":"neutral","sentiment_score":-0.016848139464855194,"channel":0,"num_words":1,"start":16.355,"end":16.855},{"sentences":[{"text":"if I could pay by credit card.","start":16.555,"end":18.654999,"sentiment":"neutral","sentiment_score":-0.004798452502914837}],"sentiment":"neutral","sentiment_score":-0.004798452502914837,"channel":1,"num_words":7,"start":16.555,"end":18.654999},{"sentences":[{"text":"Oh, sure.","start":19.395,"end":20.115,"sentiment":"neutral","sentiment_score":0.21336734294891357},{"text":"I would love to assist you with your payment over the phone.","start":20.115,"end":23.555,"sentiment":"positive","sentiment_score":0.5180662199854851},{"text":"Are you going to use your Visa or your Mastercard?","start":23.555,"end":26.215,"sentiment":"neutral","sentiment_score":0.0852160032838583}],"sentiment":"neutral","sentiment_score":0.312320389940093,"channel":0,"num_words":24,"start":19.395,"end":26.215},{"sentences":[{"text":"Oh, my Visa.","start":27.275,"end":28.255,"sentiment":"neutral","sentiment_score":0.022825565189123154}],"sentiment":"neutral","sentiment_score":0.022825565189123154,"channel":1,"num_words":3,"start":27.275,"end":28.255},{"sentences":[{"text":"Okay.","start":28.97,"end":29.289999,"sentiment":"neutral","sentiment_score":0.12393355369567872},{"text":"Perfect.","start":29.289999,"end":29.77,"sentiment":"positive","sentiment_score":0.4097101092338562},{"text":"I'll just need to confirm to whom I'm speaking with.","start":29.77,"end":32.73,"sentiment":"neutral","sentiment_score":0.13234459534287452},{"text":"Could you please confirm your full name?","start":32.73,"end":34.91,"sentiment":"neutral","sentiment_score":0.07142659383160728}],"sentiment":"neutral","sentiment_score":0.12405661964102795,"channel":0,"num_words":19,"start":28.97,"end":34.91},{"sentences":[{"text":"Could I just get you to hold one minute while I just move over?","start":37.65,"end":40.63,"sentiment":"neutral","sentiment_score":0.044211599975824356}],"sentiment":"neutral","sentiment_score":0.044211599975824356,"channel":1,"num_words":14,"start":37.65,"end":40.63},{"sentences":[{"text":"Okay.","start":41.129997,"end":41.61,"sentiment":"neutral","sentiment_score":0.05521275848150253},{"text":"Sure.","start":41.61,"end":42.11,"sentiment":"neutral","sentiment_score":0.08698463439941406},{"text":"No 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please?","start":63.14,"end":64.68,"sentiment":"neutral","sentiment_score":0.1328069982784135}],"sentiment":"neutral","sentiment_score":0.15136339184310701,"channel":0,"num_words":9,"start":61.86,"end":64.68},{"sentences":[{"text":"My full name is David Brainard.","start":65.380005,"end":67.48,"sentiment":"neutral","sentiment_score":0.06895529975493749},{"text":"That's","start":68.020004,"end":68.520004,"sentiment":"neutral","sentiment_score":0.1415683478116989}],"sentiment":"neutral","sentiment_score":0.07932859233447484,"channel":1,"num_words":7,"start":65.380005,"end":68.520004},{"sentences":[{"text":"Thank you.","start":68.42,"end":69.24,"sentiment":"positive","sentiment_score":0.3357824385166168}],"sentiment":"positive","sentiment_score":0.3357824385166168,"channel":0,"num_words":2,"start":68.42,"end":69.24},{"sentences":[{"text":"b r e y n a r 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correct.","start":82.695,"end":83.435,"sentiment":"neutral","sentiment_score":0.2068159133195877}],"sentiment":"neutral","sentiment_score":0.2068159133195877,"channel":1,"num_words":2,"start":82.695,"end":83.435},{"sentences":[{"text":"Alright.","start":83.97,"end":84.37,"sentiment":"neutral","sentiment_score":0.2608763873577118},{"text":"Thank you.","start":84.37,"end":84.770004,"sentiment":"positive","sentiment_score":0.4646630585193634},{"text":"I'll just go to the payment page where I can put in your card details to proceed with the payment.","start":84.770004,"end":90.71001,"sentiment":"neutral","sentiment_score":0.18944284562021493}],"sentiment":"neutral","sentiment_score":0.2164808442087277,"channel":0,"num_words":23,"start":83.97,"end":90.71001},{"sentences":[{"text":"You guys need a reference number or nothing?","start":91.33,"end":93.11,"sentiment":"neutral","sentiment_score":-0.018957956810481846}],"sentiment":"neutral","sentiment_score":-0.018957956810481846,"channel":1,"num_words":8,"start":91.33,"end":93.11},{"sentences":[{"text":"No.","start":93.97,"end":94.455,"sentiment":"neutral","sentiment_score":-0.17449575662612915},{"text":"It's your account is up to date.","start":95.015,"end":96.935005,"sentiment":"neutral","sentiment_score":-0.1008481431220259},{"text":"So, obviously, we're just processing one invoice for this month, $69.95.","start":96.935005,"end":103.435,"sentiment":"neutral","sentiment_score":-0.07436880841851234}],"sentiment":"neutral","sentiment_score":-0.08939419216231297,"channel":0,"num_words":19,"start":93.97,"end":103.435},{"sentences":[{"text":"That's correct.","start":103.89,"end":104.63,"sentiment":"neutral","sentiment_score":0.05249820277094841}],"sentiment":"neutral","sentiment_score":0.05249820277094841,"channel":1,"num_words":2,"start":103.89,"end":104.63},{"sentences":[{"text":"Okay.","start":105.415,"end":105.915,"sentiment":"neutral","sentiment_score":0.1254606693983078},{"text":"Thank you.","start":107.46,"end":108.34,"sentiment":"positive","sentiment_score":0.3596181869506836},{"text":"I'm putting here Visa card.","start":108.34,"end":110.52,"sentiment":"neutral","sentiment_score":0.072653029859066},{"text":"Visa.","start":112.1,"end":112.6,"sentiment":"neutral","sentiment_score":0.0213337242603302},{"text":"Okay.","start":114.26,"end":114.66,"sentiment":"neutral","sentiment_score":0.028497612103819847}],"sentiment":"neutral","sentiment_score":0.12577935289591552,"channel":0,"num_words":10,"start":105.415,"end":114.66},{"sentences":[{"text":"May I have your card number, please?","start":114.66,"end":116.68,"sentiment":"neutral","sentiment_score":0.02711876481771469}],"sentiment":"neutral","sentiment_score":0.02711876481771469,"channel":0,"num_words":7,"start":114.66,"end":116.68},{"sentences":[{"text":"4065890024679860.","start":118.265,"end":134.18001,"sentiment":"neutral","sentiment_score":0.016651609912514687}],"sentiment":"neutral","sentiment_score":0.016651609912514687,"channel":1,"num_words":1,"start":118.265,"end":134.18001},{"sentences":[{"text":"Thank you.","start":135.41,"end":136.05,"sentiment":"neutral","sentiment_score":0.1688067391514778},{"text":"4065890024679860.","start":136.05,"end":142.39,"sentiment":"neutral","sentiment_score":0.0376666821539402}],"sentiment":"neutral","sentiment_score":0.12509338681896529,"channel":0,"num_words":3,"start":135.41,"end":142.39},{"sentences":[{"text":"That's correct.","start":142.86499,"end":143.685,"sentiment":"neutral","sentiment_score":0.027882972732186317}],"sentiment":"neutral","sentiment_score":0.027882972732186317,"channel":1,"num_words":2,"start":142.86499,"end":143.685},{"sentences":[{"text":"Expiration date, please?","start":145.17,"end":146.55,"sentiment":"neutral","sentiment_score":-0.01690362145503362}],"sentiment":"neutral","sentiment_score":-0.01690362145503362,"channel":0,"num_words":3,"start":145.17,"end":146.55},{"sentences":[{"text":"November 27.","start":148.385,"end":150.00499,"sentiment":"neutral","sentiment_score":-0.002257691463455558}],"sentiment":"neutral","sentiment_score":-0.002257691463455558,"channel":1,"num_words":2,"start":148.385,"end":150.00499},{"sentences":[{"text":"Thank you.","start":151.44499,"end":152.265,"sentiment":"neutral","sentiment_score":0.04901396855711937},{"text":"11/2027.","start":153.605,"end":155.785,"sentiment":"neutral","sentiment_score":0.013845190405845642},{"text":"Security code, please?","start":155.925,"end":157.225,"sentiment":"neutral","sentiment_score":0.005996584581832091}],"sentiment":"neutral","sentiment_score":0.02164381354426344,"channel":0,"num_words":6,"start":151.44499,"end":157.225},{"sentences":[{"text":"985.","start":158.36,"end":159.66,"sentiment":"neutral","sentiment_score":0.006138063967227936}],"sentiment":"neutral","sentiment_score":0.006138063967227936,"channel":1,"num_words":1,"start":158.36,"end":159.66},{"sentences":[{"text":"985.","start":160.485,"end":161.525,"sentiment":"neutral","sentiment_score":0.014228381216526031},{"text":"Okay.","start":161.525,"end":161.925,"sentiment":"neutral","sentiment_score":0.07784602046012878},{"text":"Perfect.","start":161.925,"end":162.425,"sentiment":"neutral","sentiment_score":0.18557095527648929},{"text":"Let me indicate 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app?","start":177.83,"end":181.05,"sentiment":"neutral","sentiment_score":0.03618305176496506}],"sentiment":"neutral","sentiment_score":0.036614011973142624,"channel":0,"num_words":8,"start":177.27,"end":181.05},{"sentences":[{"text":"Yep.","start":183.29001,"end":183.79001,"sentiment":"neutral","sentiment_score":0.07073567807674408}],"sentiment":"neutral","sentiment_score":0.07073567807674408,"channel":1,"num_words":1,"start":183.29001,"end":183.79001},{"sentences":[{"text":"Okay.","start":184.435,"end":184.935,"sentiment":"neutral","sentiment_score":0.09084965288639069},{"text":"So you will be receiving, like, authorization notification.","start":185.315,"end":190.215,"sentiment":"neutral","sentiment_score":0.1216196808964014},{"text":"Kindly authorize the payment in that way to proceed on our 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David.","start":243.225,"end":244.685,"sentiment":"positive","sentiment_score":0.592497730255127},{"text":"Your payment has been successfully processed.","start":244.74501,"end":247.16501,"sentiment":"positive","sentiment_score":0.6493751108646393}],"sentiment":"positive","sentiment_score":0.5613523264726002,"channel":0,"num_words":15,"start":198.14,"end":247.16501},{"sentences":[{"text":"Official receipt will be sent shortly to your email address, and your account now is back to zero.","start":247.30501,"end":253.24501,"sentiment":"positive","sentiment_score":0.4591728101174037},{"text":"Besides with your payment, anything else that I may help 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bye.","start":262.63,"end":263.37,"sentiment":"neutral","sentiment_score":0.19836125522851944}],"sentiment":"positive","sentiment_score":0.5200890538593134,"channel":0,"num_words":12,"start":259.67,"end":263.37},{"sentences":[{"text":"Okay.","start":263.035,"end":263.535,"sentiment":"neutral","sentiment_score":0.2488640397787094},{"text":"See you.","start":263.595,"end":264.335,"sentiment":"neutral","sentiment_score":0.14315838739275932}],"sentiment":"neutral","sentiment_score":0.17839360485474268,"channel":1,"num_words":3,"start":263.035,"end":264.335}]},"summary":{"result":"success","short":"The customer called about paying their phone bill and decided to pay with a credit card. The agent confirmed the payment and asked for the customer's information to process the payment. The payment was successfully processed and the agent notified the customer that their account is now zero, and they will receive an email receipt."},"intents":{"segments":[{"text":"I was just trying to pay my phone bill because I was away from home, Mm-mm.","start_word":22,"end_word":37,"intents":[{"intent":"Pay phone bill","confidence_score":0.67722166}]},{"text":"I would love to assist you with your payment over the phone. Are you going to use your Visa or your Mastercard? Oh, my Visa.","start_word":52,"end_word":76,"intents":[{"intent":"Assist with payment","confidence_score":0.0931665}]},{"text":"It's your account is up to date. So, obviously, we're just processing one invoice for this month, $69.95. That's correct.","start_word":200,"end_word":219,"intents":[{"intent":"Process invoice","confidence_score":0.6075782}]},{"text":"May I have your card number, please?","start_word":230,"end_word":236,"intents":[{"intent":"Provide card number","confidence_score":0.3605464}]},{"text":"Expiration date, please? November 27.","start_word":243,"end_word":247,"intents":[{"intent":"Provide expiration date","confidence_score":0.5195129}]},{"text":"Security code, please? 985. 985.","start_word":251,"end_word":255,"intents":[{"intent":"Provide security code","confidence_score":0.8093133}]},{"text":"So you will be receiving, like, authorization notification. Kindly authorize the payment in that way to proceed on our end. Okay.","start_word":273,"end_word":293,"intents":[{"intent":"Provide authorization notification","confidence_score":0.4271295},{"intent":"Confirm payment process","confidence_score":0.0003649665}]}]},"sentiments":{"segments":[{"text":"Hi, David speaking. Hi.","start_word":0,"end_word":3,"sentiment":"neutral","sentiment_score":0.12413078546524048},{"text":"Good afternoon. This is Airtel accounts. We're returning your phone call. How may I help you today?","start_word":4,"end_word":20,"sentiment":"positive","sentiment_score":0.37397301197052},{"text":"Yeah. I was just trying to pay my phone bill because I was away from home, Mm-mm. and I was wondering Okay. if I could pay by credit card. Oh, sure.","start_word":21,"end_word":51,"sentiment":"neutral","sentiment_score":-0.023106859996914864},{"text":"I would love to assist you with your payment over the phone.","start_word":52,"end_word":63,"sentiment":"positive","sentiment_score":0.5107097625732422},{"text":"Are you going to use your Visa or your Mastercard? Oh, my Visa. Okay.","start_word":64,"end_word":77,"sentiment":"neutral","sentiment_score":0.0794822946190834},{"text":"Perfect.","start_word":78,"end_word":78,"sentiment":"positive","sentiment_score":0.4097101092338562},{"text":"I'll just need to confirm to whom I'm speaking with. Could you please confirm your full name? Could I just get you to hold one minute while I just move over? Okay. Sure. No rush. Okay. I'm back again. Okay. Perfect. May I have your full name, please? My full name is David Brainard. That's Thank you. b r e y n a r d.","start_word":79,"end_word":143,"sentiment":"neutral","sentiment_score":0.10055773705244064},{"text":"Wonderful. Nice to have you in the line, David.","start_word":144,"end_word":152,"sentiment":"positive","sentiment_score":0.6924957036972046},{"text":"So what we are processing today is your current invoice for May, $69.95. That's correct. Alright.","start_word":153,"end_word":168,"sentiment":"neutral","sentiment_score":0.20003537833690643},{"text":"Thank you.","start_word":169,"end_word":170,"sentiment":"positive","sentiment_score":0.44998449087142944},{"text":"I'll just go to the payment page where I can put in your card details to proceed with the payment. You guys need a reference number or nothing? No. It's your account is up to date. So, obviously, we're just processing one invoice for this month, $69.95. That's correct. Okay. Thank you. I'm putting here Visa card. Visa. Okay. May I have your card number, please? 4065890024679860. Thank you. 4065890024679860. That's correct. Expiration date, please? November 27. Thank you. 11/2027. Security code, please? 985. 985. Okay. Perfect. Let me indicate here. 985. Okay. So do you have the CommBank app? Yep. Okay. So you will be receiving, like, authorization notification. Kindly authorize the payment in that way to proceed on our end. Okay. I'll just do that now.","start_word":171,"end_word":298,"sentiment":"neutral","sentiment_score":0.06626376137137413},{"text":"Thank you.","start_word":299,"end_word":300,"sentiment":"positive","sentiment_score":0.35400092601776123},{"text":"Okay.","start_word":301,"end_word":301,"sentiment":"neutral","sentiment_score":0.3062137961387634},{"text":"Perfect. So good to go, David. Your payment has been successfully processed. Official receipt will be sent shortly to your email address, and your account now is back to zero.","start_word":302,"end_word":331,"sentiment":"positive","sentiment_score":0.5236796736717224},{"text":"Besides with your payment, anything else that I may help you? No. That's it.","start_word":332,"end_word":345,"sentiment":"neutral","sentiment_score":0.1337697058916092},{"text":"Thanks for your help. You're welcome. Please have a good one, and be safe.","start_word":346,"end_word":359,"sentiment":"positive","sentiment_score":0.5750647187232971},{"text":"Bye bye. Okay. See you.","start_word":360,"end_word":364,"sentiment":"neutral","sentiment_score":0.24594655632972717}],"average":{"sentiment":"neutral","sentiment_score":0.16781204971341168}}}}