{"metadata":{"transaction_key":"deprecated","request_id":"3bd1f088-a0fc-42e0-8e06-29ce20009eb6","sha256":"d24d6996d74e1f3dd012bd0e244fd35fe029997e92a3d49efebf734684fa042e","created":"2026-03-02T02:39:23.482Z","duration":410.61594,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":878,"output_tokens":79},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":951,"output_tokens":953},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":951,"output_tokens":60}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. Thank you so much for calling your account. How may I help you today? Okay. Sure. I'll be glad to assist you today. May I have the account number or at least the phone number associated with the Airtel account? 793. Okay. Thank you. One moment here. And what is the account's name? Sydney. Okay. Thank you. Give me one moment. Let me pull up the account here. Stay on the line, please. Thank you. Thank you so much for patiently waiting on the line. So, yeah, for Sydney Services Group trading. I could see on here that the February invoice has been paid. And then just today, the current invoice sent out for the amount of $89.95. Have you received that invoice? Okay. Mhmm. Mhmm. Mhmm. Okay. Yeah. We do apologize for the confusion in reference with this because last month, we do have an issue with the invoicing. The invoices that tagged unpaid has been paid and vice versa. Reason why you're showing this confusion on the account. Like, for example, February, normally, if the invoice is unpaid, it should show zero balance. If it's paid, it should show negative $89.95. What happened February when the customer paid the invoice, it should show the amount they paid. Reason why it's showing the overpay amount, which is not correct. It should only satisfy the invoice and go back to zero balance. That's the reason why you're showing that. However, this yesterday and this morning, they are doing some upgrades with the system, and the invoices that's generated, this morning and yesterday has been impacted. They sent the invoice, and then the system tagged this as paid even though it's not paid. So currently, our engineering team and IT team is closely working on this to fix. Once it's fixed, it should show the balance outstanding negative $89.95, and you would be able to process the payment through the portal. But I could confirm the account is up to date, and the current balance is $89.95 for March services. Mhmm. The yes. For example, you've logged in, and then you should see the if the invoice issue has been fixed, you should see the invoice and then the amount. It will show overdue or unpaid. And then below that, you will see, like, three or four icons, like the check mark, like the square. Then you have to click on the check mark. It will give you the option to click on pay by word line. Yes. Reason why they are doing some dates, but once it's fixed, it should be showing, like, what you'd see when you processed the payment last month. It's the same one. Mhmm. Yes. That's correct. And we really appreciate your patience and understanding in reference with this. You're welcome, and have a great day. Be safe. Thank you. 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Good afternoon. Thank you so much for calling your account. How may I help you today? Okay.\n\nSure. I'll be glad to assist you today. May I have the account number or at least the phone number associated with the Airtel account? 793. Okay.\n\nThank you. One moment here. And what is the account's name? Sydney. Okay.\n\nThank you. Give me one moment. Let me pull up the account here. Stay on the line, please. Thank you.\n\nThank you so much for patiently waiting on the line. So, yeah, for Sydney Services Group trading. I could see on here that the February invoice has been paid. And then just today, the current invoice sent out for the amount of $89.95. Have you received that invoice?\n\nOkay. Mhmm. Mhmm. Mhmm. Okay.\n\nYeah. We do apologize for the confusion in reference with this because last month, we do have an issue with the invoicing. The invoices that tagged unpaid has been paid and vice versa. Reason why you're showing this confusion on the account. Like, for example, February, normally, if the invoice is unpaid, it should show zero balance.\n\nIf it's paid, it should show negative $89.95. What happened February when the customer paid the invoice, it should show the amount they paid. Reason why it's showing the overpay amount, which is not correct. It should only satisfy the invoice and go back to zero balance. That's the reason why you're showing that.\n\nHowever, this yesterday and this morning, they are doing some upgrades with the system, and the invoices that's generated, this morning and yesterday has been impacted. They sent the invoice, and then the system tagged this as paid even though it's not paid. So currently, our engineering team and IT team is closely working on this to fix. Once it's fixed, it should show the balance outstanding negative $89.95, and you would be able to process the payment through the portal. But I could confirm the account is up to date, and the current balance is $89.95 for March services.\n\nMhmm. The yes. For example, you've logged in, and then you should see the if the invoice issue has been fixed, you should see the invoice and then the amount. It will show overdue or unpaid. And then below that, you will see, like, three or four icons, like the check mark, like the square.\n\nThen you have to click on the check mark. It will give you the option to click on pay by word line. Yes. Reason why they are doing some dates, but once it's fixed, it should be showing, like, what you'd see when you processed the payment last month. It's the same one.\n\nMhmm. Yes. That's correct. And we really appreciate your patience and understanding in reference with this. You're welcome, and have a great day.\n\nBe safe. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.28,"end":1.68,"sentiment":"neutral","sentiment_score":0.15654341876506803},{"text":"Good afternoon.","start":1.68,"end":2.5,"sentiment":"positive","sentiment_score":0.4664645344018936},{"text":"Thank you so much for calling your account.","start":2.56,"end":4.58,"sentiment":"positive","sentiment_score":0.7109270542860031},{"text":"How may I help you today?","start":4.88,"end":6.2599998,"sentiment":"positive","sentiment_score":0.5824226438999176},{"text":"Okay.","start":18.265,"end":18.665,"sentiment":"neutral","sentiment_score":0.11758556962013245}],"sentiment":"positive","sentiment_score":0.5771672419375844,"num_words":18,"start":1.28,"end":18.665},{"sentences":[{"text":"Sure.","start":18.665,"end":18.985,"sentiment":"neutral","sentiment_score":0.23666244745254517},{"text":"I'll be glad to assist you today.","start":18.985,"end":20.685001,"sentiment":"positive","sentiment_score":0.5369653701782227},{"text":"May I have the 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do apologize for the confusion in reference with this because last month, we do have an issue with the invoicing.","start":216.385,"end":224.645,"sentiment":"neutral","sentiment_score":-0.26561436766669866},{"text":"The invoices that tagged unpaid has been paid and vice versa.","start":225.345,"end":230.325,"sentiment":"neutral","sentiment_score":-0.26123337041247974},{"text":"Reason why you're showing this confusion on the account.","start":230.68001,"end":233.88,"sentiment":"neutral","sentiment_score":-0.31909794277615017},{"text":"Like, for example, February, normally, if the invoice is unpaid, it should show zero balance.","start":233.88,"end":243.34,"sentiment":"neutral","sentiment_score":-0.1464305227001508}],"sentiment":"neutral","sentiment_score":-0.23844810052399049,"num_words":57,"start":215.985,"end":243.34},{"sentences":[{"text":"If it's paid, it should show negative 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system, and the invoices that's generated, this morning and yesterday has been impacted.","start":269.23,"end":282.845,"sentiment":"neutral","sentiment_score":-0.22589983733800742},{"text":"They sent the invoice, and then the system tagged this as paid even though it's not paid.","start":283.625,"end":291.15,"sentiment":"neutral","sentiment_score":-0.27115485335097594},{"text":"So currently, our engineering team and IT team is closely working on this to fix.","start":291.44998,"end":298.57,"sentiment":"neutral","sentiment_score":-0.14780902316172917},{"text":"Once it's fixed, it should show the balance outstanding negative $89.95, and you would be able to process the payment through the portal.","start":298.57,"end":307.79498,"sentiment":"neutral","sentiment_score":0.04879903987697933},{"text":"But I could confirm the account is up to date, and the current balance is $89.95 for March 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Hi. I'm calling from Sydney Services Group. I just wanted to check and see what we owe on our account. Yeah. The account number is 793. Yeah. It is Sydney Services Group trading as three sixty personnel. No worries. No problem. Yeah. So I've got an invoice, and it says it's due the March 11. But it just confused me because on that invoice, it says, like, previous balance $0 we received, and then it has a $179.90. So and then when I look at our portal, it has $89.95 overpaid. So what's that saying here? Yep. Yes. Okay. Okay. Yep. Yep. Perfect. And then when I go into the portal, I've done it before where I've paid through the portal, but I'm trying to find now how to pay, and I'm just a bit confused. Like, where do I go to pay using the portal? Yep. Yeah. See, I've done that before, but I'm not seeing any of those options now. So do I need to wait till that becomes available? Yeah. Yep. Okay. So I'll just wait. I'll give it a couple of days and see if it's fixed, and then I can pay online. No problem. Thanks a lot for your help. Thank you. 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Hi. I'm calling from Sydney Services Group. I just wanted to check and see what we owe on our account. Yeah.\n\nThe account number is 793. Yeah. It is Sydney Services Group trading as three sixty personnel. No worries. No problem.\n\nYeah. So I've got an invoice, and it says it's due the March 11. But it just confused me because on that invoice, it says, like, previous balance $0 we received, and then it has a $179.90. So and then when I look at our portal, it has $89.95 overpaid. So what's that saying here?\n\nYep. Yes. Okay. Okay. Yep.\n\nYep. Perfect. And then when I go into the portal, I've done it before where I've paid through the portal, but I'm trying to find now how to pay, and I'm just a bit confused. Like, where do I go to pay using the portal? Yep.\n\nYeah. See, I've done that before, but I'm not seeing any of those options now. So do I need to wait till that becomes available? Yeah. Yep.\n\nOkay. So I'll just wait. I'll give it a couple of days and see if it's fixed, and then I can pay online. No problem. Thanks a lot for your help.\n\nThank you. 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available?","start":366.77,"end":369.27,"sentiment":"neutral","sentiment_score":-0.0734765887260437},{"text":"Yeah.","start":383.395,"end":383.895,"sentiment":"neutral","sentiment_score":-0.00027786940336227417},{"text":"Yep.","start":385.555,"end":386.055,"sentiment":"neutral","sentiment_score":0.04065416753292084}],"sentiment":"neutral","sentiment_score":-0.08971467469301489,"num_words":27,"start":362.21,"end":386.055},{"sentences":[{"text":"Okay.","start":386.275,"end":386.775,"sentiment":"neutral","sentiment_score":0.043304361402988434},{"text":"So I'll just wait.","start":387.25,"end":387.97,"sentiment":"neutral","sentiment_score":0.029101260006427765},{"text":"I'll give it a couple of days and see if it's fixed, and then I can pay online.","start":387.97,"end":392.38998,"sentiment":"neutral","sentiment_score":0.030870717743204698},{"text":"No problem.","start":401.04095,"end":401.76093,"sentiment":"positive","sentiment_score":0.4150960445404053},{"text":"Thanks a lot for your help.","start":401.76093,"end":403.22095,"sentiment":"positive","sentiment_score":0.5997753441333771}],"sentiment":"neutral","sentiment_score":0.165942789506047,"num_words":31,"start":386.275,"end":403.22095},{"sentences":[{"text":"Thank you.","start":407.20093,"end":407.92093,"sentiment":"positive","sentiment_score":0.44916409254074097},{"text":"Bye.","start":407.92093,"end":408.42093,"sentiment":"neutral","sentiment_score":0.1813080906867981}],"sentiment":"positive","sentiment_score":0.3598787585894267,"num_words":3,"start":407.20093,"end":408.42093}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi.\n\nChannel 1: Yeah.\n\nChannel 0: Good afternoon. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi. I'm calling from Sydney Services Group. I just wanted to check and see what we owe on our account.\n\nChannel 0: Okay. Sure. I'll be glad to assist you today. May I have the account number or at least the phone number associated with the Airtel account?\n\nChannel 1: Yeah. The account number is 793.\n\nChannel 0: 793. Okay.\n\nChannel 1: Yeah.\n\nChannel 0: Thank you. One moment here. And what is the account's name?\n\nChannel 1: It is Sydney Services Group trading as three sixty personnel.\n\nChannel 0: Sydney. Okay. Thank you. Give me one moment. Let me pull up the account here.\n\nStay on the line,\n\nChannel 1: No worries.\n\nChannel 0: please. Thank you. Thank you so much for patiently\n\nChannel 1: No\n\nChannel 0: waiting\n\nChannel 1: problem.\n\nChannel 0: on the line. So, yeah, for Sydney Services Group trading. I could see on here that the February invoice has been paid. And then just today, the current invoice sent out for the amount of $89.95. Have you received that invoice?\n\nChannel 1: Yeah. So I've got an\n\nChannel 0: Okay.\n\nChannel 1: invoice, and it says it's due the March 11.\n\nChannel 0: Mhmm.\n\nChannel 1: But it just confused\n\nChannel 0: Mhmm.\n\nChannel 1: me because on that invoice, it says, like, previous balance $0 we received, and then it has a $179.90. So and then when I look at our portal, it has $89.95 overpaid.\n\nChannel 0: Mhmm. Okay.\n\nChannel 1: So what's that saying here?\n\nChannel 0: Yeah. We do apologize for the confusion in reference with this because last month, we do have an issue with the invoicing. The invoices that tagged unpaid has been paid and vice versa. Reason why you're showing this confusion on the account. Like, for example, February,\n\nChannel 1: Yep.\n\nChannel 0: normally, if the invoice is unpaid, it should show zero balance. If it's paid, it\n\nChannel 1: Yes.\n\nChannel 0: should show negative $89.95. What happened February when the customer paid the invoice, it should show the amount they paid. Reason why it's showing the overpay amount, which is not correct. It should only satisfy the invoice and go back to zero balance. That's the\n\nChannel 1: Okay.\n\nChannel 0: reason why you're showing that. However, this yesterday and this morning, they are doing some upgrades with the system, and the invoices that's generated, this morning and yesterday has been impacted. They sent the invoice, and then the system tagged this as paid even though it's not paid. So currently, our engineering team and IT team is closely working on this to fix. Once it's\n\nChannel 1: Okay.\n\nChannel 0: fixed, it should show the balance outstanding negative $89.95, and you would be able to process the payment through the portal. But I could confirm the account is up to date,\n\nChannel 1: Yep.\n\nChannel 0: and\n\nChannel 1: Yep.\n\nChannel 0: the current balance is $89.95 for March services.\n\nChannel 1: Perfect. And then when I go into\n\nChannel 0: Mhmm.\n\nChannel 1: the portal, I've done it before where I've paid through the portal, but I'm trying to find now how to pay, and I'm just a bit confused. Like, where do I go to pay using the portal?\n\nChannel 0: The yes. For example, you've logged in, and then you\n\nChannel 1: Yep.\n\nChannel 0: should see the if the invoice issue has been fixed, you should see the invoice and then the amount. It will show overdue or unpaid. And then below that, you will see, like, three or four icons, like the check mark, like the square. Then you have to click on the check mark. It will give you the option to click on pay by word line.\n\nChannel 1: Yeah. See, I've done that before, but I'm not seeing any of those options now. So do I need to wait till that becomes available?\n\nChannel 0: Yes. Reason why they are doing some dates, but once it's fixed, it should be showing, like, what you'd see when you processed the payment last month. It's the\n\nChannel 1: Yeah.\n\nChannel 0: same one.\n\nChannel 1: Yep. Okay. So I'll just wait. I'll give it a couple of days and see if it's fixed, and then I can\n\nChannel 0: Mhmm.\n\nChannel 1: pay online.\n\nChannel 0: Yes. That's correct. And we really appreciate your patience and understanding in reference with this.\n\nChannel 1: No problem. Thanks a lot for your help.\n\nChannel 0: You're welcome, and have a great day. Be safe.\n\nChannel 1: Thank you. Bye.\n\nChannel 0: Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.28,"end":1.68,"sentiment":"neutral","sentiment_score":0.15654341876506803}],"sentiment":"neutral","sentiment_score":0.15654341876506803,"channel":0,"num_words":1,"start":1.28,"end":1.68},{"sentences":[{"text":"Yeah.","start":1.36,"end":1.86,"sentiment":"neutral","sentiment_score":0.24708914756774905}],"sentiment":"neutral","sentiment_score":0.24708914756774905,"channel":1,"num_words":1,"start":1.36,"end":1.86},{"sentences":[{"text":"Good afternoon.","start":1.68,"end":2.5,"sentiment":"positive","sentiment_score":0.4664645344018936},{"text":"Thank you so much for calling your account.","start":2.56,"end":4.58,"sentiment":"positive","sentiment_score":0.7109270542860031},{"text":"How may I help you today?","start":4.88,"end":6.2599998,"sentiment":"positive","sentiment_score":0.5824226438999176}],"sentiment":"positive","sentiment_score":0.6321800854057074,"channel":0,"num_words":16,"start":1.68,"end":6.2599998},{"sentences":[{"text":"Hi.","start":6.96,"end":7.2,"sentiment":"neutral","sentiment_score":0.02008248306810856},{"text":"I'm calling from Sydney Services Group.","start":7.2,"end":9.54,"sentiment":"neutral","sentiment_score":0.01922991716613372},{"text":"I just wanted to check and see what we owe on our account.","start":10.639999,"end":14.5,"sentiment":"neutral","sentiment_score":-0.051417511816208177}],"sentiment":"neutral","sentiment_score":-0.02664828337728977,"channel":1,"num_words":20,"start":6.96,"end":14.5},{"sentences":[{"text":"Okay.","start":18.265,"end":18.665,"sentiment":"neutral","sentiment_score":0.11758556962013245},{"text":"Sure.","start":18.665,"end":18.985,"sentiment":"neutral","sentiment_score":0.23666244745254517},{"text":"I'll be glad to assist you today.","start":18.985,"end":20.685001,"sentiment":"positive","sentiment_score":0.5369653701782227},{"text":"May I have the account number or at least the phone number associated with the Airtel account?","start":21.065,"end":27.63,"sentiment":"neutral","sentiment_score":0.08510773935738732}],"sentiment":"neutral","sentiment_score":0.2138398914383008,"channel":0,"num_words":26,"start":18.265,"end":27.63},{"sentences":[{"text":"Yeah.","start":28.09,"end":28.33,"sentiment":"neutral","sentiment_score":0.018777921795845032},{"text":"The account number is 793.","start":28.33,"end":30.91,"sentiment":"neutral","sentiment_score":0.014812734350562096}],"sentiment":"neutral","sentiment_score":0.015473598924775919,"channel":1,"num_words":6,"start":28.09,"end":30.91},{"sentences":[{"text":"793.","start":32.67,"end":33.79,"sentiment":"neutral","sentiment_score":0.014623956754803658},{"text":"Okay.","start":33.79,"end":34.29,"sentiment":"neutral","sentiment_score":0.03983522951602936}],"sentiment":"neutral","sentiment_score":0.027229593135416508,"channel":0,"num_words":2,"start":32.67,"end":34.29},{"sentences":[{"text":"Yeah.","start":33.93,"end":34.43,"sentiment":"neutral","sentiment_score":0.06762083619832993}],"sentiment":"neutral","sentiment_score":0.06762083619832993,"channel":1,"num_words":1,"start":33.93,"end":34.43},{"sentences":[{"text":"Thank you.","start":34.35,"end":35.07,"sentiment":"neutral","sentiment_score":0.22607161849737167},{"text":"One moment here.","start":35.07,"end":36.21,"sentiment":"neutral","sentiment_score":0.11419299989938736},{"text":"And what is the account's name?","start":42.945004,"end":45.605003,"sentiment":"neutral","sentiment_score":0.029133766579131287}],"sentiment":"neutral","sentiment_score":0.08813862146979029,"channel":0,"num_words":11,"start":34.35,"end":45.605003},{"sentences":[{"text":"It is Sydney Services Group trading as three sixty personnel.","start":46.945,"end":51.605,"sentiment":"neutral","sentiment_score":0.023280970845371486}],"sentiment":"neutral","sentiment_score":0.023280970845371486,"channel":1,"num_words":10,"start":46.945,"end":51.605},{"sentences":[{"text":"Sydney.","start":53.105003,"end":53.605003,"sentiment":"neutral","sentiment_score":0.02207547053694725},{"text":"Okay.","start":53.745003,"end":54.145,"sentiment":"neutral","sentiment_score":0.07510451972484589},{"text":"Thank you.","start":54.145,"end":54.625,"sentiment":"neutral","sentiment_score":0.21431294828653336},{"text":"Give me one moment.","start":54.625,"end":55.505,"sentiment":"neutral","sentiment_score":0.10620883293449879},{"text":"Let me pull up the account here.","start":55.505,"end":57.345,"sentiment":"neutral","sentiment_score":0.06848594333444323}],"sentiment":"neutral","sentiment_score":0.09533618812759717,"channel":0,"num_words":15,"start":53.105003,"end":57.345},{"sentences":[{"text":"Stay on the line,","start":57.345,"end":58.145,"sentiment":"neutral","sentiment_score":0.08909403532743454}],"sentiment":"neutral","sentiment_score":0.08909403532743454,"channel":0,"num_words":4,"start":57.345,"end":58.145},{"sentences":[{"text":"No worries.","start":57.905,"end":58.644997,"sentiment":"neutral","sentiment_score":0.11477239802479744}],"sentiment":"neutral","sentiment_score":0.11477239802479744,"channel":1,"num_words":2,"start":57.905,"end":58.644997},{"sentences":[{"text":"please.","start":58.145,"end":58.645,"sentiment":"neutral","sentiment_score":0.1100984662771225},{"text":"Thank you.","start":59.24,"end":60.06,"sentiment":"neutral","sentiment_score":0.31623558700084686},{"text":"Thank you so much for patiently","start":169.215,"end":170.975,"sentiment":"positive","sentiment_score":0.43555672963460285}],"sentiment":"positive","sentiment_score":0.3728788908984926,"channel":0,"num_words":9,"start":58.145,"end":170.975},{"sentences":[{"text":"No","start":170.94499,"end":171.185,"sentiment":"positive","sentiment_score":0.33552998304367065}],"sentiment":"positive","sentiment_score":0.33552998304367065,"channel":1,"num_words":1,"start":170.94499,"end":171.185},{"sentences":[{"text":"waiting","start":170.975,"end":171.295,"sentiment":"neutral","sentiment_score":0.17244939506053925}],"sentiment":"neutral","sentiment_score":0.17244939506053925,"channel":0,"num_words":1,"start":170.975,"end":171.295},{"sentences":[{"text":"problem.","start":171.185,"end":171.685,"sentiment":"neutral","sentiment_score":0.11318650841712952}],"sentiment":"neutral","sentiment_score":0.11318650841712952,"channel":1,"num_words":1,"start":171.185,"end":171.685},{"sentences":[{"text":"on the line.","start":171.295,"end":172.115,"sentiment":"neutral","sentiment_score":0.0641226035853227},{"text":"So, yeah, for Sydney Services Group trading.","start":172.175,"end":175.76,"sentiment":"neutral","sentiment_score":0.023930671491793225},{"text":"I could see on here that the February invoice has been paid.","start":175.9,"end":179.68,"sentiment":"neutral","sentiment_score":0.006483007843295733},{"text":"And then just today, the current invoice sent out for the amount of $89.95.","start":180.06,"end":188.085,"sentiment":"neutral","sentiment_score":-0.019399194978177547},{"text":"Have you received that invoice?","start":188.085,"end":189.705,"sentiment":"neutral","sentiment_score":-0.02779102362692356}],"sentiment":"neutral","sentiment_score":0.0006618233533894144,"channel":0,"num_words":41,"start":171.295,"end":189.705},{"sentences":[{"text":"Yeah.","start":190.115,"end":190.515,"sentiment":"neutral","sentiment_score":-0.02237579971551895},{"text":"So I've got 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11.","start":191.315,"end":194.455,"sentiment":"neutral","sentiment_score":-0.06112388480040762}],"sentiment":"neutral","sentiment_score":-0.06112388480040762,"channel":1,"num_words":9,"start":191.315,"end":194.455},{"sentences":[{"text":"Mhmm.","start":194.32501,"end":194.82501,"sentiment":"neutral","sentiment_score":-0.08848235011100769}],"sentiment":"neutral","sentiment_score":-0.08848235011100769,"channel":0,"num_words":1,"start":194.32501,"end":194.82501},{"sentences":[{"text":"But it just confused","start":194.515,"end":195.55501,"sentiment":"neutral","sentiment_score":-0.28082799166440964}],"sentiment":"neutral","sentiment_score":-0.28082799166440964,"channel":1,"num_words":4,"start":194.515,"end":195.55501},{"sentences":[{"text":"Mhmm.","start":195.205,"end":195.705,"sentiment":"neutral","sentiment_score":-0.30833059549331665}],"sentiment":"neutral","sentiment_score":-0.30833059549331665,"channel":0,"num_words":1,"start":195.205,"end":195.705},{"sentences":[{"text":"me because on that invoice, it says, like, previous balance $0 we received, and then it has a $179.90.","start":195.55501,"end":205.7,"sentiment":"neutral","sentiment_score":-0.2686972571046729},{"text":"So and then when I look at our portal, it has $89.95 overpaid.","start":206.24,"end":211.86,"sentiment":"neutral","sentiment_score":-0.20819965234169593}],"sentiment":"neutral","sentiment_score":-0.2441201051697135,"channel":1,"num_words":32,"start":195.55501,"end":211.86},{"sentences":[{"text":"Mhmm.","start":212.81,"end":213.31,"sentiment":"neutral","sentiment_score":-0.08696950227022171},{"text":"Okay.","start":213.53,"end":214.03,"sentiment":"neutral","sentiment_score":-0.07279113680124283}],"sentiment":"neutral","sentiment_score":-0.07988031953573227,"channel":0,"num_words":2,"start":212.81,"end":214.03},{"sentences":[{"text":"So what's that saying 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February,","start":233.88,"end":235.74,"sentiment":"neutral","sentiment_score":-0.12874984927475452}],"sentiment":"neutral","sentiment_score":-0.2589148540535699,"channel":0,"num_words":46,"start":215.985,"end":235.74},{"sentences":[{"text":"Yep.","start":236.67,"end":237.17,"sentiment":"neutral","sentiment_score":-0.07536105066537857}],"sentiment":"neutral","sentiment_score":-0.07536105066537857,"channel":1,"num_words":1,"start":236.67,"end":237.17},{"sentences":[{"text":"normally, if the invoice is unpaid, it should show zero balance.","start":236.92,"end":243.34,"sentiment":"neutral","sentiment_score":-0.152859858491204},{"text":"If it's paid, it","start":244.08499,"end":245.20499,"sentiment":"neutral","sentiment_score":-0.09887113608419895}],"sentiment":"neutral","sentiment_score":-0.13846286584933598,"channel":0,"num_words":15,"start":236.92,"end":245.20499},{"sentences":[{"text":"Yes.","start":245.065,"end":245.565,"sentiment":"neutral","sentiment_score":-0.10717444866895676}],"sentiment":"neutral","sentiment_score":-0.10717444866895676,"channel":1,"num_words":1,"start":245.065,"end":245.565},{"sentences":[{"text":"should show negative $89.95.","start":245.20499,"end":248.825,"sentiment":"neutral","sentiment_score":-0.20991666987538338},{"text":"What happened February when the customer paid the invoice, it should show the amount they paid.","start":249.125,"end":256.585,"sentiment":"neutral","sentiment_score":-0.2608668077737093},{"text":"Reason why it's showing the overpay amount, which is not correct.","start":256.725,"end":261.15002,"sentiment":"negative","sentiment_score":-0.49425755034793506},{"text":"It should only 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balance outstanding negative $89.95, and you would be able to process the payment through the portal.","start":299.13,"end":307.79498,"sentiment":"neutral","sentiment_score":0.05604933823148409},{"text":"But I could confirm the account is up to date,","start":308.01498,"end":311.455,"sentiment":"neutral","sentiment_score":0.09703820794820786}],"sentiment":"neutral","sentiment_score":0.06927155426913692,"channel":0,"num_words":31,"start":299.13,"end":311.455},{"sentences":[{"text":"Yep.","start":311.37,"end":311.77002,"sentiment":"neutral","sentiment_score":0.07996737211942673}],"sentiment":"neutral","sentiment_score":0.07996737211942673,"channel":1,"num_words":1,"start":311.37,"end":311.77002},{"sentences":[{"text":"and","start":311.455,"end":311.775,"sentiment":"neutral","sentiment_score":0.08179032057523727}],"sentiment":"neutral","sentiment_score":0.08179032057523727,"channel":0,"num_words":1,"start":311.455,"end":311.775},{"sentences":[{"text":"Yep.","start":311.77002,"end":312.27002,"sentiment":"neutral","sentiment_score":0.06625069677829742}],"sentiment":"neutral","sentiment_score":0.06625069677829742,"channel":1,"num_words":1,"start":311.77002,"end":312.27002},{"sentences":[{"text":"the current balance is $89.95 for March services.","start":311.775,"end":316.91498,"sentiment":"neutral","sentiment_score":0.060870330315083265}],"sentiment":"neutral","sentiment_score":0.060870330315083265,"channel":0,"num_words":8,"start":311.775,"end":316.91498},{"sentences":[{"text":"Perfect.","start":317.61002,"end":318.09,"sentiment":"neutral","sentiment_score":0.2635650336742401},{"text":"And then when I go into","start":318.09,"end":319.21002,"sentiment":"neutral","sentiment_score":0.007273288443684578}],"sentiment":"neutral","sentiment_score":0.04388639490519251,"channel":1,"num_words":7,"start":317.61002,"end":319.21002},{"sentences":[{"text":"Mhmm.","start":319.06,"end":319.56,"sentiment":"neutral","sentiment_score":-0.017931386828422546}],"sentiment":"neutral","sentiment_score":-0.017931386828422546,"channel":0,"num_words":1,"start":319.06,"end":319.56},{"sentences":[{"text":"the portal, I've done it before where I've paid through the portal, but I'm trying to find now how to pay, and I'm just a bit confused.","start":319.21002,"end":328.925,"sentiment":"neutral","sentiment_score":-0.10324846359866637},{"text":"Like, where do I go to pay using the portal?","start":329.145,"end":332.365,"sentiment":"neutral","sentiment_score":-0.0670397400856018}],"sentiment":"neutral","sentiment_score":-0.09346232210864892,"channel":1,"num_words":37,"start":319.21002,"end":332.365},{"sentences":[{"text":"The yes.","start":332.075,"end":333.535,"sentiment":"neutral","sentiment_score":-0.004751234315335751},{"text":"For example, you've logged in, and then you","start":333.67502,"end":336.475,"sentiment":"neutral","sentiment_score":0.012054151156917214}],"sentiment":"neutral","sentiment_score":0.00869307406246662,"channel":0,"num_words":10,"start":332.075,"end":336.475},{"sentences":[{"text":"Yep.","start":336.38998,"end":336.88998,"sentiment":"neutral","sentiment_score":0.05558320879936218}],"sentiment":"neutral","sentiment_score":0.05558320879936218,"channel":1,"num_words":1,"start":336.38998,"end":336.88998},{"sentences":[{"text":"should see the if the invoice issue has been fixed, you should see the invoice and then the amount.","start":336.475,"end":342.715,"sentiment":"neutral","sentiment_score":0.005366884073928783},{"text":"It will show overdue or unpaid.","start":342.715,"end":345.135,"sentiment":"neutral","sentiment_score":-0.027360438058773678},{"text":"And then below that, you will see, like, three or four icons, like the check mark, like the square.","start":345.755,"end":352.79,"sentiment":"neutral","sentiment_score":0.004523589716930138},{"text":"Then you have to click on the check mark.","start":353.25,"end":356.07,"sentiment":"neutral","sentiment_score":0.006845896132290363},{"text":"It will give you the option to click on pay by word line.","start":356.21,"end":361.11,"sentiment":"neutral","sentiment_score":0.004705593491402956}],"sentiment":"neutral","sentiment_score":0.002220335670492866,"channel":0,"num_words":66,"start":336.475,"end":361.11},{"sentences":[{"text":"Yeah.","start":362.21,"end":362.61,"sentiment":"neutral","sentiment_score":-0.01931830309331417},{"text":"See, I've done that before, but I'm not seeing any of those options now.","start":362.61,"end":366.71,"sentiment":"neutral","sentiment_score":-0.1220420231776578},{"text":"So do I need to wait till that becomes available?","start":366.77,"end":369.27,"sentiment":"neutral","sentiment_score":-0.0734765887260437}],"sentiment":"neutral","sentiment_score":-0.09850690059363842,"channel":1,"num_words":25,"start":362.21,"end":369.27},{"sentences":[{"text":"Yes.","start":370.565,"end":371.065,"sentiment":"neutral","sentiment_score":-0.009820998646318913},{"text":"Reason why they are doing some dates, but once it's fixed, it should be showing, like, what you'd see when you processed the payment last month.","start":372.245,"end":382.32,"sentiment":"neutral","sentiment_score":-0.019201412796974182},{"text":"It's the","start":382.94,"end":383.5,"sentiment":"neutral","sentiment_score":-0.008635096717625856}],"sentiment":"neutral","sentiment_score":-0.018149238786306875,"channel":0,"num_words":29,"start":370.565,"end":383.5},{"sentences":[{"text":"Yeah.","start":383.395,"end":383.895,"sentiment":"neutral","sentiment_score":-0.00027786940336227417}],"sentiment":"neutral","sentiment_score":-0.00027786940336227417,"channel":1,"num_words":1,"start":383.395,"end":383.895},{"sentences":[{"text":"same one.","start":383.5,"end":384.32,"sentiment":"neutral","sentiment_score":0.004218138754367828}],"sentiment":"neutral","sentiment_score":0.004218138754367828,"channel":0,"num_words":2,"start":383.5,"end":384.32},{"sentences":[{"text":"Yep.","start":385.555,"end":386.055,"sentiment":"neutral","sentiment_score":0.04065416753292084},{"text":"Okay.","start":386.275,"end":386.775,"sentiment":"neutral","sentiment_score":0.043304361402988434},{"text":"So I'll just wait.","start":387.25,"end":387.97,"sentiment":"neutral","sentiment_score":0.029101260006427765},{"text":"I'll give it a couple of days and see if it's fixed, and then I can","start":387.97,"end":391.43,"sentiment":"neutral","sentiment_score":0.03287186927627772}],"sentiment":"neutral","sentiment_score":0.03301424897191199,"channel":1,"num_words":22,"start":385.555,"end":391.43},{"sentences":[{"text":"Mhmm.","start":391.315,"end":391.815,"sentiment":"neutral","sentiment_score":0.02200699783861637}],"sentiment":"neutral","sentiment_score":0.02200699783861637,"channel":0,"num_words":1,"start":391.315,"end":391.815},{"sentences":[{"text":"pay online.","start":391.65,"end":392.38998,"sentiment":"neutral","sentiment_score":0.01486150547862053}],"sentiment":"neutral","sentiment_score":0.01486150547862053,"channel":1,"num_words":2,"start":391.65,"end":392.38998},{"sentences":[{"text":"Yes.","start":393.475,"end":393.95502,"sentiment":"neutral","sentiment_score":0.0955202579498291},{"text":"That's correct.","start":393.95502,"end":394.755,"sentiment":"neutral","sentiment_score":0.2398751974105835},{"text":"And we really appreciate your patience and understanding in reference with this.","start":394.755,"end":400.215,"sentiment":"neutral","sentiment_score":0.3184063596030076}],"sentiment":"neutral","sentiment_score":0.29307646453380587,"channel":0,"num_words":15,"start":393.475,"end":400.215},{"sentences":[{"text":"No problem.","start":401.04095,"end":401.76093,"sentiment":"positive","sentiment_score":0.4150960445404053},{"text":"Thanks a lot for your help.","start":401.76093,"end":403.22095,"sentiment":"positive","sentiment_score":0.5997753441333771}],"sentiment":"positive","sentiment_score":0.5536055192351341,"channel":1,"num_words":8,"start":401.04095,"end":403.22095},{"sentences":[{"text":"You're welcome, and have a great day.","start":403.45093,"end":405.53094,"sentiment":"positive","sentiment_score":0.6402980174337115},{"text":"Be safe.","start":405.53094,"end":406.35092,"sentiment":"positive","sentiment_score":0.4351095110177994}],"sentiment":"positive","sentiment_score":0.5947005715635088,"channel":0,"num_words":9,"start":403.45093,"end":406.35092},{"sentences":[{"text":"Thank you.","start":407.20093,"end":407.92093,"sentiment":"positive","sentiment_score":0.44916409254074097},{"text":"Bye.","start":407.92093,"end":408.42093,"sentiment":"neutral","sentiment_score":0.1813080906867981}],"sentiment":"positive","sentiment_score":0.3598787585894267,"channel":1,"num_words":3,"start":407.20093,"end":408.42093},{"sentences":[{"text":"Thank you.","start":408.17093,"end":408.65094,"sentiment":"positive","sentiment_score":0.8032439351081848},{"text":"Bye bye.","start":408.65094,"end":409.39093,"sentiment":"neutral","sentiment_score":0.16031640395522118}],"sentiment":"positive","sentiment_score":0.481780169531703,"channel":0,"num_words":4,"start":408.17093,"end":409.39093}]},"summary":{"result":"success","short":"The customer calls Sydney Services Group to inquire about their outstanding invoices. The agent confirms that the invoices are due and explains that the system has been upgrades to fix the confusion. The agent confirms that the account is up to date and the current balance is $89.95 for March services. The customer is advised to pay through the portal and wait for the issue to be resolved."},"intents":{"segments":[{"text":"I'm calling from Sydney Services Group. I just wanted to check and see what we owe on our account. Okay. Sure.","start_word":19,"end_word":39,"intents":[{"intent":"Check account","confidence_score":0.34272316},{"intent":"Assist with account","confidence_score":0.33740357}]},{"text":"So, yeah, for Sydney Services Group trading. I could see on here that the February invoice has been paid. And then just today, the current invoice sent out for the amount of $89.95. Have you received that invoice? Yeah.","start_word":130,"end_word":168,"intents":[{"intent":"Confirm invoice","confidence_score":0.053092398},{"intent":"Correct invoice","confidence_score":0.017208157}]},{"text":"But it just confused Mhmm. me because on that invoice, it says, like, previous balance $0 we received, and then it has a $179.90. So and then when I look at our portal, it has $89.95 overpaid. Mhmm. Okay.","start_word":184,"end_word":222,"intents":[{"intent":"Understand confusion","confidence_score":0.0007590232}]},{"text":"However, this yesterday and this morning, they are doing some upgrades with the system, and the invoices that's generated, this morning and yesterday has been impacted. They sent the invoice, and then the system tagged this as paid even though it's not paid. So currently, our engineering team and IT team is closely working on this to fix. Once it's Okay.","start_word":343,"end_word":403,"intents":[{"intent":"Fix invoice issue","confidence_score":0.2245419}]},{"text":"And then when I go into Mhmm. the portal, I've done it before where I've paid through the portal, but I'm trying to find now how to pay, and I'm just a bit confused. Like, where do I go to pay using the portal? The yes.","start_word":446,"end_word":491,"intents":[{"intent":"Process payment through portal","confidence_score":0.17003526},{"intent":"Determine payment method","confidence_score":0.0019443661}]},{"text":"Thanks a lot for your help.","start_word":666,"end_word":671,"intents":[{"intent":"Provide assistance","confidence_score":0.026565649}]}]},"sentiments":{"segments":[{"text":"Hi. Yeah.","start_word":0,"end_word":1,"sentiment":"neutral","sentiment_score":0.2018162906169891},{"text":"Good afternoon. Thank you so much for calling your account. How may I help you today?","start_word":2,"end_word":17,"sentiment":"positive","sentiment_score":0.6208692789077759},{"text":"Hi. I'm calling from Sydney Services Group. I just wanted to check and see what we owe on our account. Okay. Sure.","start_word":18,"end_word":39,"sentiment":"neutral","sentiment_score":0.0014861783711239696},{"text":"I'll be glad to assist you today.","start_word":40,"end_word":46,"sentiment":"positive","sentiment_score":0.5040775537490845},{"text":"May I have the account number or at least the phone number associated with the Airtel account? Yeah. The account number is 793. 793. Okay. Yeah. Thank you. One moment here. And what is the account's name? It is Sydney Services Group trading as three sixty personnel. Sydney. Okay. Thank you. Give me one moment. Let me pull up the account here. Stay on the line, No worries. please. Thank you.","start_word":47,"end_word":117,"sentiment":"neutral","sentiment_score":0.07932613790035248},{"text":"Thank you so much for patiently No waiting problem.","start_word":118,"end_word":126,"sentiment":"positive","sentiment_score":0.34418559074401855},{"text":"on the line. So, yeah, for Sydney Services Group trading. I could see on here that the February invoice has been paid. And then just today, the current invoice sent out for the amount of $89.95. Have you received that invoice? Yeah. So I've got an Okay. invoice, and it says it's due the March 11. Mhmm. But it just confused Mhmm. me because on that invoice, it says, like, previous balance $0 we received, and then it has a $179.90. So and then when I look at our portal, it has $89.95 overpaid. Mhmm. Okay. So what's that saying here? Yeah. We do apologize for the confusion in reference with this because last month, we do have an issue with the invoicing. The invoices that tagged unpaid has been paid and vice versa. Reason why you're showing this confusion on the account. Like, for example, February, Yep. normally, if the invoice is unpaid, it should show zero balance. If it's paid, it Yes. should show negative $89.95. What happened February when the customer paid the invoice, it should show the amount they paid.","start_word":127,"end_word":310,"sentiment":"neutral","sentiment_score":-0.1569603532552719},{"text":"Reason why it's showing the overpay amount, which is not correct. It should only satisfy the invoice and go back to zero balance.","start_word":311,"end_word":333,"sentiment":"negative","sentiment_score":-0.4704478979110718},{"text":"That's the Okay. reason why you're showing that. However, this yesterday and this morning, they are doing some upgrades with the system, and the invoices that's generated, this morning and yesterday has been impacted. They sent the invoice, and then the system tagged this as paid even though it's not paid. So currently, our engineering team and IT team is closely working on this to fix. Once it's Okay. fixed, it should show the balance outstanding negative $89.95, and you would be able to process the payment through the portal. But I could confirm the account is up to date, Yep. and Yep. the current balance is $89.95 for March services. Perfect. And then when I go into Mhmm. the portal, I've done it before where I've paid through the portal, but I'm trying to find now how to pay, and I'm just a bit confused. Like, where do I go to pay using the portal? The yes. For example, you've logged in, and then you Yep. should see the if the invoice issue has been fixed, you should see the invoice and then the amount. It will show overdue or unpaid. And then below that, you will see, like, three or four icons, like the check mark, like the square. Then you have to click on the check mark. It will give you the option to click on pay by word line. Yeah. See, I've done that before, but I'm not seeing any of those options now. So do I need to wait till that becomes available? Yes. Reason why they are doing some dates, but once it's fixed, it should be showing, like, what you'd see when you processed the payment last month. It's the Yeah. same one. Yep. Okay. So I'll just wait. I'll give it a couple of days and see if it's fixed, and then I can Mhmm. pay online. Yes. That's correct. And we really appreciate your patience and understanding in reference with this.","start_word":334,"end_word":663,"sentiment":"neutral","sentiment_score":-0.03690856496493022},{"text":"No problem. Thanks a lot for your help. You're welcome, and have a great day. Be safe. Thank you.","start_word":664,"end_word":682,"sentiment":"positive","sentiment_score":0.5574682354927063},{"text":"Bye.","start_word":683,"end_word":683,"sentiment":"neutral","sentiment_score":0.24123096466064453},{"text":"Thank you. Bye bye.","start_word":684,"end_word":687,"sentiment":"positive","sentiment_score":0.5819101929664612}],"average":{"sentiment":"neutral","sentiment_score":-0.02173845064977784}}}}