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My name is Mary. May I have your name, please? Hello, Neetish. How can I help you today?\n\nI no worries. I do apologize for whatever inconvenience that might have caused you, Nitish. To make sure that we are in the same page, you're referring to your Airtel postpaid plan where the number has been deactivated, but you weren't able to do paying the plan. Correct? Oh, no worries.\n\nIs this your Airtel Australia postpaid plan or the Airtel? Okay. Because, Nitesh, Airtel Australia and Airtel India is actually being run by a different company. So I would advise you to please contact Airtel India instead, and rest assured that they'll be able to help you. Thank you so much.\n\nAnything else I can help you with? Thank you so much, and have a great day. 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My name is Nitish. Hi. Yes. So, basically, I have an Airtel postpaid plan, but, unfortunately, I forgot to pay pay the bill for the last three months, and the number is deactivated. I'm trying to pay the bill now, but I'm not able to do so. And, like, I had called the customer care. They said, like, I have to visit the office in person to get the number activated, but I am in Australia at the moment. I'm not able to do so. I'm not sure what to do here. Yes. I haven't paid it yet. I I was unable to pay it because I was unable to log in to my application. It it asked for an OTP. So I I don't have my number, so I'm not getting the OTP. No. A Airtel India postpaid plan. Okay. Okay. Yeah. No worries. Thank you. Thank you so much. No. I think that's okay. Thanks. Thank you very much. You too. Thanks. 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My name is Nitish. Hi. Yes. So, basically, I have an Airtel postpaid plan, but, unfortunately, I forgot to pay pay the bill for the last three months, and the number is deactivated.\n\nI'm trying to pay the bill now, but I'm not able to do so. And, like, I had called the customer care. They said, like, I have to visit the office in person to get the number activated, but I am in Australia at the moment. I'm not able to do so. I'm not sure what to do here.\n\nYes. I haven't paid it yet. I I was unable to pay it because I was unable to log in to my application. It it asked for an OTP. So I I don't have my number, so I'm not getting the OTP.\n\nNo. A Airtel India postpaid plan. Okay. Okay. Yeah.\n\nNo worries. Thank you. Thank you so much. No. I think that's okay.\n\nThanks. Thank you very much. You too. Thanks. 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My name is Mary. May I have your name, please?\n\nChannel 1: Hi. My name is Nitish.\n\nChannel 0: Hello, Neetish. How can\n\nChannel 1: Hi.\n\nChannel 0: I help you today?\n\nChannel 1: Yes. So, basically, I have an Airtel postpaid plan, but, unfortunately, I forgot to pay pay the bill for the last three months, and the number is deactivated. I'm trying to pay the bill now, but I'm not able to do so. And, like, I had called the customer care. They said, like, I have to visit the office in person to get the number activated, but I am in Australia at the moment.\n\nI'm not able to do so. I'm not sure what to do here.\n\nChannel 0: I no worries. I do apologize for whatever inconvenience that might have caused you, Nitish. To make sure that we are in the same page, you're referring to your Airtel postpaid plan where\n\nChannel 1: Yes.\n\nChannel 0: the number has been deactivated, but you weren't able to do paying the plan. Correct?\n\nChannel 1: I haven't paid it yet. I I was unable to pay it because I was unable to log in to my application. It it asked for an OTP. So I I don't have my number, so I'm not getting the OTP.\n\nChannel 0: Oh, no worries. Is this your Airtel Australia postpaid plan or\n\nChannel 1: No.\n\nChannel 0: the\n\nChannel 1: A\n\nChannel 0: Airtel?\n\nChannel 1: Airtel India postpaid plan.\n\nChannel 0: Okay. Because, Nitesh, Airtel Australia and Airtel India is actually being run by a different company. So I would advise\n\nChannel 1: Okay.\n\nChannel 0: you to please contact Airtel India instead, and rest assured that they'll be able to help you.\n\nChannel 1: Okay. Yeah. No worries. Thank you. Thank you so much.\n\nChannel 0: Thank you so much. Anything else I can help you with?\n\nChannel 1: No. I think that's okay. Thanks. Thank you very much.\n\nChannel 0: Thank you so much, and have a great day. Goodbye.\n\nChannel 1: You too. Thanks. Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.71999997,"end":2.08,"sentiment":"positive","sentiment_score":0.5068145334720612},{"text":"My name is Mary.","start":2.08,"end":3.04,"sentiment":"positive","sentiment_score":0.45978814363479614},{"text":"May I have your name, please?","start":3.04,"end":4.26,"sentiment":"neutral","sentiment_score":0.297104408343633}],"sentiment":"positive","sentiment_score":0.4103901127974192,"channel":0,"num_words":15,"start":0.71999997,"end":4.26},{"sentences":[{"text":"Hi.","start":5.12,"end":5.44,"sentiment":"neutral","sentiment_score":0.07175605744123459},{"text":"My name is Nitish.","start":5.44,"end":6.42,"sentiment":"neutral","sentiment_score":0.06269794795662165}],"sentiment":"neutral","sentiment_score":0.06450956985354424,"channel":1,"num_words":5,"start":5.12,"end":6.42},{"sentences":[{"text":"Hello, Neetish.","start":7.44,"end":8.34,"sentiment":"neutral","sentiment_score":0.18338483572006226},{"text":"How can","start":8.8,"end":9.12,"sentiment":"neutral","sentiment_score":0.26365893334150314}],"sentiment":"neutral","sentiment_score":0.2235218845307827,"channel":0,"num_words":4,"start":7.44,"end":9.12},{"sentences":[{"text":"Hi.","start":9.04,"end":9.54,"sentiment":"neutral","sentiment_score":0.249742791056633}],"sentiment":"neutral","sentiment_score":0.249742791056633,"channel":1,"num_words":1,"start":9.04,"end":9.54},{"sentences":[{"text":"I help you today?","start":9.12,"end":10.099999,"sentiment":"neutral","sentiment_score":0.2097282037138939}],"sentiment":"neutral","sentiment_score":0.2097282037138939,"channel":0,"num_words":4,"start":9.12,"end":10.099999},{"sentences":[{"text":"Yes.","start":10.4,"end":10.88,"sentiment":"neutral","sentiment_score":0.005167393945157528},{"text":"So, basically, I have an Airtel postpaid plan, but, unfortunately, I forgot to pay pay the bill for the last three months, and the number is deactivated.","start":10.88,"end":20.045,"sentiment":"neutral","sentiment_score":-0.1464460256199042},{"text":"I'm trying to pay the bill now, but I'm not able to do so.","start":20.744999,"end":24.605,"sentiment":"neutral","sentiment_score":-0.2029302982347352},{"text":"And, like, I had called the customer care.","start":25.064999,"end":28.81,"sentiment":"neutral","sentiment_score":-0.17850922234356403},{"text":"They said, like, I have to visit the office in person to get the number activated, but I am in Australia at the moment.","start":28.81,"end":35.53,"sentiment":"neutral","sentiment_score":-0.1684649701540669}],"sentiment":"neutral","sentiment_score":-0.16569098020979278,"channel":1,"num_words":74,"start":10.4,"end":35.53},{"sentences":[{"text":"I'm not able to do so.","start":35.53,"end":36.97,"sentiment":"neutral","sentiment_score":-0.30505117774009705},{"text":"I'm not sure what to do here.","start":36.97,"end":38.829998,"sentiment":"neutral","sentiment_score":-0.25951229887349264}],"sentiment":"neutral","sentiment_score":-0.2805302429657716,"channel":1,"num_words":13,"start":35.53,"end":38.829998},{"sentences":[{"text":"I no worries.","start":39.32,"end":40.68,"sentiment":"neutral","sentiment_score":-0.02543446918328603},{"text":"I do apologize for whatever inconvenience that might have caused you, Nitish.","start":40.68,"end":44.86,"sentiment":"neutral","sentiment_score":-0.05885476619005203},{"text":"To make sure that we are in the same page, you're referring to your Airtel postpaid plan where","start":45.575,"end":52.695,"sentiment":"neutral","sentiment_score":0.01684297833384739}],"sentiment":"neutral","sentiment_score":-0.014526878540037256,"channel":0,"num_words":33,"start":39.32,"end":52.695},{"sentences":[{"text":"Yes.","start":52.595,"end":53.095,"sentiment":"neutral","sentiment_score":-0.0030980873852968216}],"sentiment":"neutral","sentiment_score":-0.0030980873852968216,"channel":1,"num_words":1,"start":52.595,"end":53.095},{"sentences":[{"text":"the number has been deactivated, but you weren't able to do paying the plan.","start":52.695,"end":60.135,"sentiment":"neutral","sentiment_score":-0.0309551688177245},{"text":"Correct?","start":60.135,"end":60.57,"sentiment":"neutral","sentiment_score":-0.011135363020002842}],"sentiment":"neutral","sentiment_score":-0.02963384843120972,"channel":0,"num_words":15,"start":52.695,"end":60.57},{"sentences":[{"text":"I haven't paid it yet.","start":61.65,"end":62.77,"sentiment":"neutral","sentiment_score":-0.18847257792949676},{"text":"I I was unable to pay it because I was unable to log in to my application.","start":62.77,"end":66.87,"sentiment":"neutral","sentiment_score":-0.2897314481875476},{"text":"It it asked for an OTP.","start":67.41,"end":69.35,"sentiment":"neutral","sentiment_score":-0.1849147230386734},{"text":"So I I don't have my number, so I'm not getting the OTP.","start":69.905,"end":73.525,"sentiment":"neutral","sentiment_score":-0.2339153908766233}],"sentiment":"neutral","sentiment_score":-0.24434599825521794,"channel":1,"num_words":41,"start":61.65,"end":73.525},{"sentences":[{"text":"Oh, no worries.","start":73.13,"end":74.805,"sentiment":"neutral","sentiment_score":-0.024759901066621143},{"text":"Is this your Airtel Australia postpaid plan or","start":74.965004,"end":79.625,"sentiment":"neutral","sentiment_score":-0.013433879357762635}],"sentiment":"neutral","sentiment_score":-0.0165227943692695,"channel":0,"num_words":11,"start":73.13,"end":79.625},{"sentences":[{"text":"No.","start":79.905,"end":80.385,"sentiment":"neutral","sentiment_score":-0.04415538161993027}],"sentiment":"neutral","sentiment_score":-0.04415538161993027,"channel":1,"num_words":1,"start":79.905,"end":80.385},{"sentences":[{"text":"the","start":80.085,"end":80.405,"sentiment":"neutral","sentiment_score":-0.03535333275794983}],"sentiment":"neutral","sentiment_score":-0.03535333275794983,"channel":0,"num_words":1,"start":80.085,"end":80.405},{"sentences":[{"text":"A","start":80.385,"end":80.465,"sentiment":"neutral","sentiment_score":-0.027815133333206177}],"sentiment":"neutral","sentiment_score":-0.027815133333206177,"channel":1,"num_words":1,"start":80.385,"end":80.465},{"sentences":[{"text":"Airtel?","start":80.405,"end":80.905,"sentiment":"neutral","sentiment_score":-0.025433508679270744}],"sentiment":"neutral","sentiment_score":-0.025433508679270744,"channel":0,"num_words":1,"start":80.405,"end":80.905},{"sentences":[{"text":"Airtel India postpaid plan.","start":80.465,"end":82.405,"sentiment":"neutral","sentiment_score":-0.02784449467435479}],"sentiment":"neutral","sentiment_score":-0.02784449467435479,"channel":1,"num_words":4,"start":80.465,"end":82.405},{"sentences":[{"text":"Okay.","start":82.965,"end":83.465,"sentiment":"neutral","sentiment_score":-0.02978067845106125},{"text":"Because, Nitesh, Airtel Australia and Airtel India is actually being run by a different company.","start":83.525,"end":93.27,"sentiment":"neutral","sentiment_score":-0.07947816873590151},{"text":"So I would advise","start":93.329994,"end":94.60999,"sentiment":"neutral","sentiment_score":-0.06597261875867844}],"sentiment":"neutral","sentiment_score":-0.07429218422621489,"channel":0,"num_words":20,"start":82.965,"end":94.60999},{"sentences":[{"text":"Okay.","start":94.46,"end":94.96,"sentiment":"neutral","sentiment_score":-0.04657381772994995}],"sentiment":"neutral","sentiment_score":-0.04657381772994995,"channel":1,"num_words":1,"start":94.46,"end":94.96},{"sentences":[{"text":"you to please contact Airtel India instead, and rest assured that they'll be able to help you.","start":94.60999,"end":99.189995,"sentiment":"neutral","sentiment_score":0.03466723004684729}],"sentiment":"neutral","sentiment_score":0.03466723004684729,"channel":0,"num_words":17,"start":94.60999,"end":99.189995},{"sentences":[{"text":"Okay.","start":99.515,"end":99.915,"sentiment":"neutral","sentiment_score":0.027875155210494995},{"text":"Yeah.","start":99.915,"end":100.315,"sentiment":"neutral","sentiment_score":0.0397760383784771},{"text":"No worries.","start":100.315,"end":100.795,"sentiment":"neutral","sentiment_score":0.06866757944226265},{"text":"Thank you.","start":100.795,"end":101.275,"sentiment":"neutral","sentiment_score":0.24683428555727005},{"text":"Thank you so much.","start":101.275,"end":102.175,"sentiment":"positive","sentiment_score":0.46962081640958786}],"sentiment":"neutral","sentiment_score":0.2577138189226389,"channel":1,"num_words":10,"start":99.515,"end":102.175},{"sentences":[{"text":"Thank you so much.","start":101.80294,"end":102.602936,"sentiment":"positive","sentiment_score":0.47678252309560776},{"text":"Anything else I can help you with?","start":102.602936,"end":104.22294,"sentiment":"neutral","sentiment_score":0.20903526033673966}],"sentiment":"neutral","sentiment_score":0.3063979013399644,"channel":0,"num_words":11,"start":101.80294,"end":104.22294},{"sentences":[{"text":"No.","start":104.475,"end":104.795,"sentiment":"neutral","sentiment_score":0.011294491589069366},{"text":"I think that's okay.","start":104.795,"end":105.595,"sentiment":"neutral","sentiment_score":0.02974635548889637},{"text":"Thanks.","start":105.595,"end":105.915,"sentiment":"neutral","sentiment_score":0.29572680592536926},{"text":"Thank you very much.","start":105.915,"end":107.055,"sentiment":"positive","sentiment_score":0.4604187160730362}],"sentiment":"neutral","sentiment_score":0.2267681583762169,"channel":1,"num_words":10,"start":104.475,"end":107.055},{"sentences":[{"text":"Thank you so much, and have a great day.","start":106.602936,"end":108.282936,"sentiment":"positive","sentiment_score":0.5765514373779297},{"text":"Goodbye.","start":108.282936,"end":108.782936,"sentiment":"neutral","sentiment_score":0.21284618973731995}],"sentiment":"positive","sentiment_score":0.5401809126138687,"channel":0,"num_words":10,"start":106.602936,"end":108.782936},{"sentences":[{"text":"You too.","start":108.795,"end":109.195,"sentiment":"neutral","sentiment_score":0.16512086987495422},{"text":"Thanks.","start":109.195,"end":109.515,"sentiment":"neutral","sentiment_score":0.23143181204795835},{"text":"Bye.","start":109.515,"end":110.015,"sentiment":"neutral","sentiment_score":0.10343554615974426}],"sentiment":"neutral","sentiment_score":0.16627727448940277,"channel":1,"num_words":4,"start":108.795,"end":110.015}]},"summary":{"result":"success","short":"The customer, Nitish, called Airtel because he forgot to pay his postpaid plan and the number is deactivated. He was unable to pay online and was directed to contact Airtel India instead. The representative, Mary, apologized for the inconvenience and advised Nitish to contact Airtel India instead."},"intents":{"segments":[{"text":"How can Hi. I help you today? Yes.","start_word":22,"end_word":29,"intents":[{"intent":"Request assistance","confidence_score":0.04658731}]},{"text":"So, basically, I have an Airtel postpaid plan, but, unfortunately, I forgot to pay pay the bill for the last three months, and the number is deactivated. I'm trying to pay the bill now, but I'm not able to do so.","start_word":30,"end_word":70,"intents":[{"intent":"Clarify billing issue","confidence_score":0.0005865031}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary.","start_word":0,"end_word":8,"sentiment":"positive","sentiment_score":0.4862281084060669},{"text":"May I have your name, please? Hi. My name is Nitish. Hello, Neetish. How can Hi. I help you today? Yes. So, basically, I have an Airtel postpaid plan, but, unfortunately, I forgot to pay pay the bill for the last three months, and the number is deactivated. I'm trying to pay the bill now, but I'm not able to do so. And, like, I had called the customer care. They said, like, I have to visit the office in person to get the number activated, but I am in Australia at the moment. I'm not able to do so. I'm not sure what to do here. I no worries. I do apologize for whatever inconvenience that might have caused you, Nitish. To make sure that we are in the same page, you're referring to your Airtel postpaid plan where Yes. the number has been deactivated, but you weren't able to do paying the plan. Correct? I haven't paid it yet. I I was unable to pay it because I was unable to log in to my application. It it asked for an OTP. So I I don't have my number, so I'm not getting the OTP. Oh, no worries. Is this your Airtel Australia postpaid plan or No. the A Airtel? Airtel India postpaid plan. Okay. Because, Nitesh, Airtel Australia and Airtel India is actually being run by a different company. So I would advise Okay. you to please contact Airtel India instead, and rest assured that they'll be able to help you. Okay. Yeah. No worries. Thank you.","start_word":9,"end_word":268,"sentiment":"neutral","sentiment_score":-0.08285963535308838},{"text":"Thank you so much. Thank you so much.","start_word":269,"end_word":276,"sentiment":"positive","sentiment_score":0.4760015904903412},{"text":"Anything else I can help you with? No. I think that's okay. Thanks.","start_word":277,"end_word":289,"sentiment":"neutral","sentiment_score":0.1298988312482834},{"text":"Thank you very much. Thank you so much, and have a great day.","start_word":290,"end_word":302,"sentiment":"positive","sentiment_score":0.5449184775352478},{"text":"Goodbye. You too. Thanks. Bye.","start_word":303,"end_word":307,"sentiment":"neutral","sentiment_score":0.18516962230205536}],"average":{"sentiment":"neutral","sentiment_score":-0.01450680397652291}}}}