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And, yeah, I'm just ringing up regarding your or our current conversation or recent conversation about your account. So alright. So from my last call or our last conversation, I've mentioned about giving an exemption for three months with a 15% discount commencing for the month of September to November. Checking mhmm. So, Sonia, here's what happened. I actually reached out to our account head, and we still check on your account and check further. And the discount that was provided was actually for a year. So on our end, we're seeing actually here when when the discount should be applied to one account, and we saw here that it has been ended for I mean, up until May. K? So what discount was provided to you after let me go back to your billing info. So let me go back to your account. Hold on. So that was the discount was let me check here. Discount is, yes, May 31. So that concludes the year 2025 to 2026. So that's that's a discounted 18% discount, which give us a total with what were you currently paying for the previous year. And so you mentioned also about getting charged for the regular price, which is the $79.95. I I also confirm here that it was already requested. Like, it was credited to your account. Right? You called before, and it was, I mean, provided to you was given to you. Correct? Yes. So here's the thing. The last credit that was provided to you is already an exemption after you're being discounted. So here's I have two options for you here, Sonia, because I don't wanna leave you empty handed. I wanna help you to get you the same price still having an an Internet connection. Right? So you've mentioned you're only you're the only one using the Internet at home, and you need Internet. Because here's what's our plan and the best offer that we could provide to you, Sonia. This is actually a good offer. You you you just need to What do you mean three months? No. It's going to be 15% discount. So let's get the 15% discount from the regular amount, which is the $79.95. Hold on. 15. Hold on. That's $67.95, Sonya. That's going to be three months, but you'll get to pay $67.95 for three months. And my offer here to you, I just, like, want you to also offer the the basic plan with NBN because you're you're the only one using the Internet. The regular price is currently $69 and 90 5¢. For this month for this month of September, we'll go ahead and rectify the invoice. And so you get to pay the 15% discount for the regular price, which is the $67.95. No. Yes. Yes. It's September, October, November. I know it's going to be a three month, but if you still like to keep your Internet, please take into consideration with our I mean, our offerings to you. We wanna help you pay the same amount that you're currently paying. Yeah. No worries. For for documentation just for documentation on my end here, Sonia, could you provide me the how many so you you only you mentioned no. I'm I'm just ask I really appreciate we really understand and acknowledge that, Sonia. Mhmm. Sure. Yeah. I really understand. And I know. Yeah. I re I totally get it. I get your point. But, you know, for me to make sure that everything will be documented here I mean, how many device are you currently using for a daily usage, if I may ask? But if you won't sure. Okay. Alright. So I'll wrap it up here. To summarize what we discussed right now, we'll go ahead and rectify your invoice for the 15% discount. That's gonna be $67.96, and that's going to commence starting September. Will you'll be also receiving the same amount for the following month until November. Okay? Sure. No worries. We'll take we'll leave your account as it is. We are waiting for you. Okay? We'll wait for you. Alright. If that's the case, then you will need to contact us directly as we I know. Because we are making changes on your account the day of disconnection and the request must be done during the call, And we need thirty day Alright. I'll go ahead and check if that would be possible. If in any case that we still need your you over the line when we disconnect the call because we for security purposes, we need to verify your account before disconnecting your service. Sure. I'll also take note of that. Mhmm. I'll also take note of that. Could you verify? Yes. I will. Yes. Could you verify your date of birth, please? Sorry. What's the year? Thank you so much. And how about the identification number? Yeah. We can also check it. Identification number usually came from a passport number, driver's license, or any ID that you had. Thank you so much. I verified your account and also take note on your account. And if it is possible, I'll also give you a callback on the month of November or October. Mhmm. Mhmm. Okay. Sure. Sure. Thank you so much. Anything else I can help you with? Thank you so much. Have a great day. 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Thank you for calling Airtel. My name is Mary. May I have your name, please? Yes, Sonia.\n\nMy name is Mary with Airtel. And, yeah, I'm just ringing up regarding your or our current conversation or recent conversation about your account. So alright. So from my last call or our last conversation, I've mentioned about giving an exemption for three months with a 15% discount commencing for the month of September to November. Checking mhmm.\n\nSo, Sonia, here's what happened. I actually reached out to our account head, and we still check on your account and check further. And the discount that was provided was actually for a year. So on our end, we're seeing actually here when when the discount should be applied to one account, and we saw here that it has been ended for I mean, up until May. K?\n\nSo what discount was provided to you after let me go back to your billing info. So let me go back to your account. Hold on. So that was the discount was let me check here. Discount is, yes, May 31.\n\nSo that concludes the year 2025 to 2026. So that's that's a discounted 18% discount, which give us a total with what were you currently paying for the previous year. And so you mentioned also about getting charged for the regular price, which is the $79.95. I I also confirm here that it was already requested. Like, it was credited to your account.\n\nRight? You called before, and it was, I mean, provided to you was given to you. Correct? Yes. So here's the thing.\n\nThe last credit that was provided to you is already an exemption after you're being discounted. So here's I have two options for you here, Sonia, because I don't wanna leave you empty handed. I wanna help you to get you the same price still having an an Internet connection. Right? So you've mentioned you're only you're the only one using the Internet at home, and you need Internet.\n\nBecause here's what's our plan and the best offer that we could provide to you, Sonia. This is actually a good offer. You you you just need to What do you mean three months? No. It's going to be 15% discount.\n\nSo let's get the 15% discount from the regular amount, which is the $79.95. Hold on. 15. Hold on. That's $67.95, Sonya.\n\nThat's going to be three months, but you'll get to pay $67.95 for three months. And my offer here to you, I just, like, want you to also offer the the basic plan with NBN because you're you're the only one using the Internet. The regular price is currently $69 and 90 5¢. For this month for this month of September, we'll go ahead and rectify the invoice. And so you get to pay the 15% discount for the regular price, which is the $67.95.\n\nNo. Yes. Yes. It's September, October, November. I know it's going to be a three month, but if you still like to keep your Internet, please take into consideration with our I mean, our offerings to you.\n\nWe wanna help you pay the same amount that you're currently paying. Yeah. No worries. For for documentation just for documentation on my end here, Sonia, could you provide me the how many so you you only you mentioned no. I'm I'm just ask I really appreciate we really understand and acknowledge that, Sonia.\n\nMhmm. Sure. Yeah. I really understand. And I know.\n\nYeah. I re I totally get it. I get your point. But, you know, for me to make sure that everything will be documented here I mean, how many device are you currently using for a daily usage, if I may ask? But if you won't sure.\n\nOkay. Alright. So I'll wrap it up here. To summarize what we discussed right now, we'll go ahead and rectify your invoice for the 15% discount. That's gonna be $67.96, and that's going to commence starting September.\n\nWill you'll be also receiving the same amount for the following month until November. Okay? Sure. No worries. We'll take we'll leave your account as it is.\n\nWe are waiting for you. Okay? We'll wait for you. Alright. If that's the case, then you will need to contact us directly as we I know.\n\nBecause we are making changes on your account the day of disconnection and the request must be done during the call, And we need thirty day Alright. I'll go ahead and check if that would be possible. If in any case that we still need your you over the line when we disconnect the call because we for security purposes, we need to verify your account before disconnecting your service. Sure. I'll also take note of that.\n\nMhmm. I'll also take note of that. Could you verify? Yes. I will.\n\nYes. Could you verify your date of birth, please? Sorry. What's the year? Thank you so much.\n\nAnd how about the identification number? Yeah. We can also check it. Identification number usually came from a passport number, driver's license, or any ID that you had. Thank you so much.\n\nI verified your account and also take note on your account. And if it is possible, I'll also give you a callback on the month of November or October. Mhmm. Mhmm. Okay.\n\nSure. Sure. Thank you so much. Anything else I can help you with? Thank you so much.\n\nHave a great day. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.96,"end":1.1999999,"sentiment":"positive","sentiment_score":0.35440897941589355},{"text":"Thank you for calling Airtel.","start":1.1999999,"end":2.56,"sentiment":"positive","sentiment_score":0.5647142410278321},{"text":"My name is Mary.","start":2.56,"end":3.4399998,"sentiment":"positive","sentiment_score":0.5238098576664925},{"text":"May I have your name, please?","start":3.4399998,"end":4.66,"sentiment":"positive","sentiment_score":0.40821558237075806},{"text":"Yes, Sonia.","start":8.559999,"end":9.36,"sentiment":"neutral","sentiment_score":0.11373915523290634}],"sentiment":"positive","sentiment_score":0.4416661899950769,"num_words":18,"start":0.96,"end":9.36},{"sentences":[{"text":"My name is Mary with Airtel.","start":9.36,"end":10.96,"sentiment":"neutral","sentiment_score":0.1661959191163381},{"text":"And, yeah, I'm just ringing up regarding your or our current conversation or recent conversation about your 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further.","start":38.68,"end":50.985,"sentiment":"neutral","sentiment_score":0.05173113321264585},{"text":"And the discount that was provided was actually for a year.","start":52.085,"end":55.305,"sentiment":"neutral","sentiment_score":0.0493304773487828},{"text":"So on our end, we're seeing actually here when when the discount should be applied to one account, and we saw here that it has been ended for I mean, up until May.","start":55.61,"end":70.755,"sentiment":"neutral","sentiment_score":0.030535206311579906},{"text":"K?","start":71.215,"end":71.715,"sentiment":"neutral","sentiment_score":0.02649509347975254}],"sentiment":"neutral","sentiment_score":0.03924341477891978,"num_words":68,"start":37.32,"end":71.715},{"sentences":[{"text":"So what discount was provided to you after let me go back to your billing info.","start":71.854996,"end":78.995,"sentiment":"neutral","sentiment_score":0.04811047518160194},{"text":"So let me go back to your account.","start":79.375,"end":82.895,"sentiment":"neutral","sentiment_score":0.03533229883760214},{"text":"Hold on.","start":82.895,"end":83.55,"sentiment":"neutral","sentiment_score":0.02020918484777212},{"text":"So that was the discount was let me check here.","start":95.23,"end":104.645004,"sentiment":"neutral","sentiment_score":0.07464533112943172},{"text":"Discount is, yes, May 31.","start":104.645004,"end":107.045,"sentiment":"neutral","sentiment_score":0.11119939386844635}],"sentiment":"neutral","sentiment_score":0.058421820583866864,"num_words":41,"start":71.854996,"end":107.045},{"sentences":[{"text":"So that concludes the year 2025 to 2026.","start":107.045,"end":112.965004,"sentiment":"neutral","sentiment_score":0.1679745316505432},{"text":"So that's that's a discounted 18% discount, which give us a total with what were you currently paying for the previous year.","start":112.965004,"end":125.1,"sentiment":"neutral","sentiment_score":0.25408154793760995},{"text":"And so you mentioned also about getting charged for the regular price, which is the $79.95.","start":125.479996,"end":134.935,"sentiment":"neutral","sentiment_score":0.13451316533610225},{"text":"I I also confirm here that it was already requested.","start":135.395,"end":144.61,"sentiment":"neutral","sentiment_score":0.18610375821590425},{"text":"Like, it was credited to your account.","start":144.67,"end":146.61,"sentiment":"neutral","sentiment_score":0.21832352450915746}],"sentiment":"neutral","sentiment_score":0.1980175112211515,"num_words":63,"start":107.045,"end":146.61},{"sentences":[{"text":"Right?","start":146.91,"end":147.23001,"sentiment":"neutral","sentiment_score":0.10938376188278198},{"text":"You called before, and it was, I mean, provided to you was given to you.","start":147.23001,"end":152.19,"sentiment":"neutral","sentiment_score":0.06775281007091204},{"text":"Correct?","start":152.19,"end":152.69,"sentiment":"neutral","sentiment_score":0.07019518315792084},{"text":"Yes.","start":155.63,"end":156.13,"sentiment":"neutral","sentiment_score":0.10424831509590148},{"text":"So here's the thing.","start":157.395,"end":159.095,"sentiment":"neutral","sentiment_score":0.09644615463912487}],"sentiment":"neutral","sentiment_score":0.07663200135258111,"num_words":22,"start":146.91,"end":159.095},{"sentences":[{"text":"The last credit that was provided to you is already an exemption after you're being discounted.","start":159.395,"end":164.69499,"sentiment":"neutral","sentiment_score":0.10521512338891625},{"text":"So here's I have two options for you here, Sonia, because I don't wanna leave you empty handed.","start":164.995,"end":170.855,"sentiment":"neutral","sentiment_score":0.13853519244326484},{"text":"I wanna help you to get you the same price still having an an Internet connection.","start":171.45001,"end":178.57,"sentiment":"neutral","sentiment_score":0.21230045892298222},{"text":"Right?","start":178.57,"end":178.81001,"sentiment":"neutral","sentiment_score":0.09336712956428528},{"text":"So you've mentioned you're only you're the only one using the Internet at home, and you need Internet.","start":178.81001,"end":187.165,"sentiment":"neutral","sentiment_score":0.022941458349426586}],"sentiment":"neutral","sentiment_score":0.11710429218584213,"num_words":69,"start":159.395,"end":187.165},{"sentences":[{"text":"Because here's what's our plan and the best offer that we could provide to you, Sonia.","start":191.545,"end":197.405,"sentiment":"neutral","sentiment_score":0.2895217649638653},{"text":"This is actually a good offer.","start":197.625,"end":199.9,"sentiment":"positive","sentiment_score":0.7049564023812612},{"text":"You you you just need to What do you mean three months?","start":199.95999,"end":216.835,"sentiment":"neutral","sentiment_score":0.004760886542499065},{"text":"No.","start":226.3,"end":226.7,"sentiment":"neutral","sentiment_score":-0.10937698185443878},{"text":"It's going to be 15% discount.","start":226.7,"end":229.68001,"sentiment":"neutral","sentiment_score":-0.025174349235991638}],"sentiment":"neutral","sentiment_score":0.21119010280363443,"num_words":41,"start":191.545,"end":229.68001},{"sentences":[{"text":"So let's get the 15% discount from the regular amount, which is the $79.95.","start":229.74,"end":235.98,"sentiment":"neutral","sentiment_score":0.012895328924059868},{"text":"Hold on.","start":235.98,"end":236.72,"sentiment":"neutral","sentiment_score":0.004197140457108617},{"text":"15.","start":241.415,"end":241.915,"sentiment":"neutral","sentiment_score":0.012040361762046814},{"text":"Hold on.","start":242.935,"end":243.675,"sentiment":"neutral","sentiment_score":0.00791273545473814},{"text":"That's $67.95, Sonya.","start":251.34999,"end":254.81,"sentiment":"neutral","sentiment_score":0.027762097616990406}],"sentiment":"neutral","sentiment_score":0.013640045971524987,"num_words":22,"start":229.74,"end":254.81},{"sentences":[{"text":"That's going to be three months, but you'll get to pay $67.95 for three months.","start":255.19,"end":260.57,"sentiment":"neutral","sentiment_score":0.04110005150238673},{"text":"And my offer here to you, I just, like, want you to also offer the the basic plan with NBN because you're you're the only one using the Internet.","start":260.94998,"end":273.00497,"sentiment":"neutral","sentiment_score":0.11777255388683286},{"text":"The regular price is currently $69 and 90 5¢.","start":273.78497,"end":278.125,"sentiment":"neutral","sentiment_score":0.0204237699508667},{"text":"For this month for this month of September, we'll go ahead and rectify the invoice.","start":293.895,"end":301.915,"sentiment":"neutral","sentiment_score":-0.012856178916990757},{"text":"And so you get to pay the 15% discount for the regular price, which is the $67.95.","start":302.615,"end":309.82,"sentiment":"neutral","sentiment_score":0.030770149958484313}],"sentiment":"neutral","sentiment_score":0.053875534052384044,"num_words":85,"start":255.19,"end":309.82},{"sentences":[{"text":"No.","start":313.64,"end":314.14,"sentiment":"neutral","sentiment_score":-0.05852986127138138},{"text":"Yes.","start":315.88,"end":316.36002,"sentiment":"neutral","sentiment_score":0.002796865999698639},{"text":"Yes.","start":316.36002,"end":316.68002,"sentiment":"neutral","sentiment_score":-0.005926826037466526},{"text":"It's September, October, November.","start":316.68002,"end":318.38,"sentiment":"neutral","sentiment_score":0.0030396305373869836},{"text":"I know it's going to be a three month, but if you still like to keep your Internet, please take into consideration with our I mean, our offerings to you.","start":319.525,"end":329.685,"sentiment":"neutral","sentiment_score":-0.0016210490216811498}],"sentiment":"neutral","sentiment_score":-0.00265223702189286,"num_words":37,"start":313.64,"end":329.685},{"sentences":[{"text":"We wanna help you pay the same amount that you're currently paying.","start":329.685,"end":333.78,"sentiment":"neutral","sentiment_score":0.014169780537486076},{"text":"Yeah.","start":350.745,"end":351.245,"sentiment":"neutral","sentiment_score":-0.02916205488145351},{"text":"No worries.","start":351.94498,"end":352.76498,"sentiment":"neutral","sentiment_score":-0.06307229958474636},{"text":"For for documentation just for documentation on my end here, Sonia, could you provide me the how many so you you only you mentioned no.","start":354.185,"end":369.54,"sentiment":"neutral","sentiment_score":-0.05080944553017616},{"text":"I'm I'm just ask I really appreciate we really understand and acknowledge that, Sonia.","start":369.54,"end":409.32498,"sentiment":"neutral","sentiment_score":-0.15550072145249164}],"sentiment":"neutral","sentiment_score":-0.06356510233685926,"num_words":54,"start":329.685,"end":409.32498},{"sentences":[{"text":"Mhmm.","start":416.09003,"end":416.59003,"sentiment":"neutral","sentiment_score":-0.03886094689369202},{"text":"Sure.","start":420.25,"end":420.49002,"sentiment":"neutral","sentiment_score":0.04393885284662247},{"text":"Yeah.","start":420.49002,"end":420.73,"sentiment":"neutral","sentiment_score":0.030542533844709396},{"text":"I really understand.","start":420.73,"end":421.71002,"sentiment":"neutral","sentiment_score":0.06262019276618958},{"text":"And I know.","start":422.65002,"end":423.85,"sentiment":"neutral","sentiment_score":0.013187449425458908}],"sentiment":"neutral","sentiment_score":0.029227040708065033,"num_words":9,"start":416.09003,"end":423.85},{"sentences":[{"text":"Yeah.","start":423.85,"end":424.35,"sentiment":"neutral","sentiment_score":0.03742825984954834},{"text":"I re I totally get it.","start":425.13,"end":426.83002,"sentiment":"neutral","sentiment_score":0.05381842330098152},{"text":"I get your point.","start":429.01498,"end":430.13498,"sentiment":"neutral","sentiment_score":0.11754677817225456},{"text":"But, you know, for me to make sure that everything will be documented here I mean, how many device are you currently using for a daily usage, if I may ask?","start":430.13498,"end":443.33,"sentiment":"neutral","sentiment_score":-0.013499694305562204},{"text":"But if you won't sure.","start":443.33,"end":448.61,"sentiment":"neutral","sentiment_score":-0.16860553808510303}],"sentiment":"neutral","sentiment_score":-0.009170048969223145,"num_words":47,"start":423.85,"end":448.61},{"sentences":[{"text":"Okay.","start":448.61,"end":449.01,"sentiment":"neutral","sentiment_score":0.023793715983629227},{"text":"Alright.","start":449.01,"end":449.41,"sentiment":"neutral","sentiment_score":0.06745921820402145},{"text":"So I'll wrap it up here.","start":449.41,"end":452.55,"sentiment":"neutral","sentiment_score":0.0823911763727665},{"text":"To summarize what we discussed right now, we'll go ahead and rectify your invoice for the 15% discount.","start":452.93,"end":461.405,"sentiment":"neutral","sentiment_score":0.10278486191398567},{"text":"That's gonna be $67.96, and that's going to commence starting September.","start":461.54498,"end":469.165,"sentiment":"neutral","sentiment_score":0.10020701316269962}],"sentiment":"neutral","sentiment_score":0.09562174734231588,"num_words":37,"start":448.61,"end":469.165},{"sentences":[{"text":"Will you'll be also receiving the same amount for the following month until November.","start":469.84,"end":475.53998,"sentiment":"neutral","sentiment_score":0.11727621565972056},{"text":"Okay?","start":475.75998,"end":476.25998,"sentiment":"neutral","sentiment_score":0.08183161169290543},{"text":"Sure.","start":491.135,"end":491.375,"sentiment":"neutral","sentiment_score":0.19215135276317596},{"text":"No worries.","start":491.375,"end":492.015,"sentiment":"neutral","sentiment_score":0.24167505651712418},{"text":"We'll take we'll leave your account as it is.","start":492.015,"end":495.05502,"sentiment":"neutral","sentiment_score":0.2536732504765193}],"sentiment":"neutral","sentiment_score":0.17341701300055892,"num_words":27,"start":469.84,"end":495.05502},{"sentences":[{"text":"We are waiting for you.","start":495.05502,"end":496.33502,"sentiment":"neutral","sentiment_score":0.2318238139152527},{"text":"Okay?","start":496.33502,"end":496.83502,"sentiment":"neutral","sentiment_score":-0.005453913006931543},{"text":"We'll wait for you.","start":497.295,"end":498.3,"sentiment":"neutral","sentiment_score":-0.054686869494616985},{"text":"Alright.","start":503.02,"end":503.41998,"sentiment":"neutral","sentiment_score":-0.03671318292617798},{"text":"If that's the case, then you will need to contact us directly as we I know.","start":503.41998,"end":514.035,"sentiment":"neutral","sentiment_score":-0.04042758687864989}],"sentiment":"neutral","sentiment_score":0.00930974465208473,"num_words":27,"start":495.05502,"end":514.035},{"sentences":[{"text":"Because we are making changes on your account the day of disconnection and the request must be done during the call, And we need thirty day Alright.","start":514.035,"end":538.565,"sentiment":"neutral","sentiment_score":-0.054261882341018426},{"text":"I'll go ahead and check if that would be possible.","start":539.34503,"end":541.66504,"sentiment":"neutral","sentiment_score":0.007494230289012194},{"text":"If in any case that we still need your you over the line when we disconnect the call because we for security purposes, we need to verify your account before disconnecting your service.","start":541.66504,"end":556.41,"sentiment":"neutral","sentiment_score":-0.0323993337312431},{"text":"Sure.","start":566.775,"end":567.015,"sentiment":"neutral","sentiment_score":0.05698397755622864},{"text":"I'll also take note of that.","start":567.015,"end":569.115,"sentiment":"neutral","sentiment_score":0.059647293761372566}],"sentiment":"neutral","sentiment_score":-0.02655115316005109,"num_words":77,"start":514.035,"end":569.115},{"sentences":[{"text":"Mhmm.","start":569.655,"end":570.055,"sentiment":"neutral","sentiment_score":0.037148382514715195},{"text":"I'll also take note of that.","start":570.055,"end":571.675,"sentiment":"neutral","sentiment_score":0.0391073285912474},{"text":"Could you verify?","start":572.855,"end":573.755,"sentiment":"neutral","sentiment_score":0.017721846078832943},{"text":"Yes.","start":575.255,"end":575.575,"sentiment":"neutral","sentiment_score":0.020161086693406105},{"text":"I will.","start":575.575,"end":576.235,"sentiment":"neutral","sentiment_score":0.011952695902436972}],"sentiment":"neutral","sentiment_score":0.028386490061306037,"num_words":13,"start":569.655,"end":576.235},{"sentences":[{"text":"Yes.","start":577.415,"end":577.915,"sentiment":"neutral","sentiment_score":0.016742922365665436},{"text":"Could you verify your date of birth, please?","start":579.62994,"end":581.64996,"sentiment":"neutral","sentiment_score":0.010825989884324372},{"text":"Sorry.","start":587.79,"end":588.11,"sentiment":"neutral","sentiment_score":-0.014789508655667303},{"text":"What's the year?","start":588.11,"end":589.25,"sentiment":"neutral","sentiment_score":-0.010398723805944124},{"text":"Thank you so much.","start":591.62994,"end":592.35,"sentiment":"neutral","sentiment_score":0.2094547189772129}],"sentiment":"neutral","sentiment_score":0.052657884545624256,"num_words":17,"start":577.415,"end":592.35},{"sentences":[{"text":"And how about the identification number?","start":592.35,"end":594.69,"sentiment":"neutral","sentiment_score":0.05401016461352507},{"text":"Yeah.","start":599.605,"end":599.765,"sentiment":"neutral","sentiment_score":0.030313676223158836},{"text":"We can also check it.","start":599.765,"end":600.965,"sentiment":"neutral","sentiment_score":0.035829299688339235},{"text":"Identification number usually came from a passport number, driver's license, or any ID that you had.","start":600.965,"end":609.545,"sentiment":"neutral","sentiment_score":0.02255532320123166},{"text":"Thank you so much.","start":616.83,"end":617.97,"sentiment":"positive","sentiment_score":0.36702462285757065}],"sentiment":"neutral","sentiment_score":0.07382827578112483,"num_words":32,"start":592.35,"end":617.97},{"sentences":[{"text":"I verified your account and also take note on your account.","start":618.02997,"end":620.93,"sentiment":"neutral","sentiment_score":0.2183678543025797},{"text":"And if it is possible, I'll also give you a callback on the month of November or October.","start":621.23,"end":628.685,"sentiment":"neutral","sentiment_score":0.056987799083193146},{"text":"Mhmm.","start":632.745,"end":633.245,"sentiment":"neutral","sentiment_score":0.06433770060539246},{"text":"Mhmm.","start":635.14496,"end":635.46497,"sentiment":"neutral","sentiment_score":0.20525577664375305},{"text":"Okay.","start":635.46497,"end":635.865,"sentiment":"neutral","sentiment_score":0.11926448345184326}],"sentiment":"neutral","sentiment_score":0.11927139817271382,"num_words":32,"start":618.02997,"end":635.865},{"sentences":[{"text":"Sure.","start":635.865,"end":636.185,"sentiment":"neutral","sentiment_score":0.14558428525924683},{"text":"Sure.","start":636.185,"end":636.665,"sentiment":"neutral","sentiment_score":0.1602296233177185},{"text":"Thank you so much.","start":636.665,"end":637.805,"sentiment":"positive","sentiment_score":0.43959199637174606},{"text":"Anything else I can help you with?","start":637.865,"end":639.51886,"sentiment":"neutral","sentiment_score":0.12487188620226723},{"text":"Thank you so much.","start":642.63885,"end":643.5989,"sentiment":"positive","sentiment_score":0.48097553849220276}],"sentiment":"neutral","sentiment_score":0.286011014791096,"num_words":17,"start":635.865,"end":643.5989},{"sentences":[{"text":"Have a great day.","start":643.5989,"end":644.6589,"sentiment":"positive","sentiment_score":0.46178293973207474},{"text":"Bye bye.","start":647.0389,"end":647.7789,"sentiment":"neutral","sentiment_score":0.01682401448488236}],"sentiment":"neutral","sentiment_score":0.3134632979830106,"num_words":6,"start":643.5989,"end":647.7789}]}}]},{"alternatives":[{"transcript":"Hey. This is Sonia. Sorry I missed your call. Yes. Yes. Mhmm. Yep. No. I'm not decreasing. I'm not decreasing anything. Okay? That's okay. You know, it's okay. I don't wanna okay. I don't wanna so you say three months, so I will give you three months notice for the resigning. Okay? Three months by you say that you you can give three months extension for the same price? Yeah. No. No. No. I I know what you wanna say. No. I don't wanna okay. So first of all, I'll give you a notice for the for the disconnection after three months. So September, October, November. Okay? I think that's enough time for the notice. Okay. So September, October, and November. Yeah? You said no? Okay. No. It's okay. I don't want the lower lower one. Okay? I don't want the lower one. Like I said, I understand what you wanna say. But if you don't wanna give the three months and then just charge this month, and then I will give notice for this month and the end of the month. I'm not gonna renew. Okay? I don't want to provide anything. I said I don't want to reduce. Okay? It's not about that you want I know you want help. Like, you want to then I'll keep the same level. But I don't want that because I got a better option. I don't want it. I can pay cheaper and get better thing. I only do this one. It's because of Dom, but now it's I I don't want it. It's simple. I don't want you to be in difficult situation as well. You know what I mean? Like, whichever I can I can this this month or three months more, you just tell me what I should do, but I don't want it anymore? I wanted to disconnect. I'm sorry. Yeah. That's okay. I don't want it. There's nothing wrong that you it's you have done nothing wrong. Okay? I just don't want it. Yeah. Not sure. I don't want to answer. Yep. Yeah. Yeah. Yeah. But just make sure after November, there's no the the after no I mean, after November 30, there is no dis there is no connection. I will figure out all the stuff. Okay? Yep. No. And there is I mean, disconnect after November. But I I I'm contacting you now to tell you exactly. I can do it now. Yeah. I can give you, like, now. I think it's ninety days notice. It's it's plenty of time. Yeah? Because I worry I'll forget. So Yeah. Yeah. Sure. But, like, I I I would like to put the request right now for the disconnection. Yeah. Because like you said, it's take yeah. But you take note. You you you are are you? Yeah. Okay. Yeah. Twenty seven seven ninety five. '85? Identification. You mean the driver license? Yep. The driver license, 039718598. Yeah. Yeah. The end of October will be great because I don't want to miss the three years notice. Okay? Thank you so much. Yep. Okay. Have a good day. Nothing. All good. Thank you. Yep. Yep. You too. Bye. 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This is Sonia. Sorry I missed your call. Yes. Yes.\n\nMhmm. Yep. No. I'm not decreasing. I'm not decreasing anything.\n\nOkay? That's okay. You know, it's okay. I don't wanna okay. I don't wanna so you say three months, so I will give you three months notice for the resigning.\n\nOkay? Three months by you say that you you can give three months extension for the same price? Yeah. No. No.\n\nNo. I I know what you wanna say. No. I don't wanna okay. So first of all, I'll give you a notice for the for the disconnection after three months.\n\nSo September, October, November. Okay? I think that's enough time for the notice. Okay. So September, October, and November.\n\nYeah? You said no? Okay. No. It's okay.\n\nI don't want the lower lower one. Okay? I don't want the lower one. Like I said, I understand what you wanna say. But if you don't wanna give the three months and then just charge this month, and then I will give notice for this month and the end of the month.\n\nI'm not gonna renew. Okay? I don't want to provide anything. I said I don't want to reduce. Okay?\n\nIt's not about that you want I know you want help. Like, you want to then I'll keep the same level. But I don't want that because I got a better option. I don't want it. I can pay cheaper and get better thing.\n\nI only do this one. It's because of Dom, but now it's I I don't want it. It's simple. I don't want you to be in difficult situation as well. You know what I mean?\n\nLike, whichever I can I can this this month or three months more, you just tell me what I should do, but I don't want it anymore? I wanted to disconnect. I'm sorry. Yeah. That's okay.\n\nI don't want it. There's nothing wrong that you it's you have done nothing wrong. Okay? I just don't want it. Yeah.\n\nNot sure. I don't want to answer. Yep. Yeah. Yeah.\n\nYeah. But just make sure after November, there's no the the after no I mean, after November 30, there is no dis there is no connection. I will figure out all the stuff. Okay? Yep.\n\nNo. And there is I mean, disconnect after November. But I I I'm contacting you now to tell you exactly. I can do it now. Yeah.\n\nI can give you, like, now. I think it's ninety days notice. It's it's plenty of time. Yeah? Because I worry I'll forget.\n\nSo Yeah. Yeah. Sure. But, like, I I I would like to put the request right now for the disconnection. Yeah.\n\nBecause like you said, it's take yeah. But you take note. You you you are are you? Yeah. Okay.\n\nYeah. Twenty seven seven ninety five. '85? Identification. You mean the driver license?\n\nYep. The driver license, 039718598. Yeah. Yeah. The end of October will be great because I don't want to miss the three years notice.\n\nOkay? Thank you so much. Yep. Okay. Have a good day.\n\nNothing. All good. Thank you. Yep. Yep.\n\nYou too. Bye. Yep.","paragraphs":[{"sentences":[{"text":"Hey.","start":5.68,"end":5.92,"sentiment":"neutral","sentiment_score":0.09253858774900436},{"text":"This is Sonia.","start":5.92,"end":6.72,"sentiment":"neutral","sentiment_score":0.06320505092541377},{"text":"Sorry I missed your 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okay.","start":279.535,"end":280.895,"sentiment":"neutral","sentiment_score":-0.301468126475811},{"text":"So first of all, I'll give you a notice for the for the disconnection after three months.","start":280.895,"end":287.93002,"sentiment":"neutral","sentiment_score":-0.15835349831510992}],"sentiment":"neutral","sentiment_score":-0.18608011330167454,"num_words":30,"start":277.535,"end":287.93002},{"sentences":[{"text":"So September, October, November.","start":288.31003,"end":291.21002,"sentiment":"neutral","sentiment_score":-0.020142117515206337},{"text":"Okay?","start":291.59003,"end":292.09003,"sentiment":"neutral","sentiment_score":-0.016218727454543114},{"text":"I think that's enough time for the notice.","start":292.95,"end":295.065,"sentiment":"neutral","sentiment_score":-0.024277491960674524},{"text":"Okay.","start":310.32,"end":310.63998,"sentiment":"neutral","sentiment_score":-0.003862172365188598},{"text":"So September, October, and 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now.","start":524.825,"end":526.125,"sentiment":"neutral","sentiment_score":-0.0408989392220974},{"text":"Yeah.","start":529.16,"end":529.48,"sentiment":"neutral","sentiment_score":-0.0043587395921349525}],"sentiment":"neutral","sentiment_score":-0.05797945582666076,"num_words":26,"start":497.665,"end":529.48},{"sentences":[{"text":"I can give you, like, now.","start":529.48,"end":530.92,"sentiment":"neutral","sentiment_score":-0.003456616774201393},{"text":"I think it's ninety days notice.","start":530.92,"end":532.44,"sentiment":"neutral","sentiment_score":-0.021864043548703194},{"text":"It's it's plenty of time.","start":532.44,"end":534.27997,"sentiment":"neutral","sentiment_score":-0.03229679986834526},{"text":"Yeah?","start":534.27997,"end":534.51996,"sentiment":"neutral","sentiment_score":-0.02835506573319435},{"text":"Because I worry I'll forget.","start":534.51996,"end":535.88,"sentiment":"neutral","sentiment_score":-0.12194019109010697}],"sentiment":"neutral","sentiment_score":-0.041367999237516655,"num_words":23,"start":529.48,"end":535.88},{"sentences":[{"text":"So Yeah.","start":535.88,"end":558.17,"sentiment":"neutral","sentiment_score":-0.024860565550625324},{"text":"Yeah.","start":558.17,"end":558.57,"sentiment":"neutral","sentiment_score":0.023825882002711296},{"text":"Sure.","start":558.57,"end":558.89,"sentiment":"neutral","sentiment_score":0.03901279717683792},{"text":"But, like, I I I would like to put the request right now for the disconnection.","start":558.89,"end":565.39,"sentiment":"neutral","sentiment_score":0.00797607225831598},{"text":"Yeah.","start":566.57,"end":566.97,"sentiment":"neutral","sentiment_score":0.0503804050385952}],"sentiment":"neutral","sentiment_score":0.009100719488092832,"num_words":21,"start":535.88,"end":566.97},{"sentences":[{"text":"Because like you said, it's take yeah.","start":566.97,"end":572.335,"sentiment":"neutral","sentiment_score":0.05536779175911631},{"text":"But you take note.","start":572.335,"end":573.715,"sentiment":"neutral","sentiment_score":0.022486241534352303},{"text":"You you you are are you?","start":574.575,"end":576.435,"sentiment":"neutral","sentiment_score":0.011846422993888458},{"text":"Yeah.","start":576.495,"end":576.895,"sentiment":"neutral","sentiment_score":0.013909116387367249},{"text":"Okay.","start":576.895,"end":577.395,"sentiment":"neutral","sentiment_score":0.017963621765375137}],"sentiment":"neutral","sentiment_score":0.03055109392459455,"num_words":19,"start":566.97,"end":577.395},{"sentences":[{"text":"Yeah.","start":581.935,"end":582.255,"sentiment":"neutral","sentiment_score":0.007631173823028803},{"text":"Twenty seven seven ninety five.","start":582.255,"end":584.35504,"sentiment":"neutral","sentiment_score":0.0016977275256067515},{"text":"'85?","start":589.91,"end":590.73,"sentiment":"neutral","sentiment_score":-0.0007133644539862871},{"text":"Identification.","start":595.58997,"end":596.08997,"sentiment":"neutral","sentiment_score":0.013987354934215546},{"text":"You mean the driver license?","start":596.63,"end":598.57,"sentiment":"neutral","sentiment_score":0.016718049161136152}],"sentiment":"neutral","sentiment_score":0.008691080595151736,"num_words":13,"start":581.935,"end":598.57},{"sentences":[{"text":"Yep.","start":609.785,"end":610.26495,"sentiment":"neutral","sentiment_score":0.03345203399658203},{"text":"The driver license, 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much.","start":634.685,"end":635.905,"sentiment":"neutral","sentiment_score":0.24963394924998283},{"text":"Yep.","start":636.60504,"end":637.10504,"sentiment":"neutral","sentiment_score":0.18838036060333252},{"text":"Okay.","start":638.0689,"end":638.4689,"sentiment":"neutral","sentiment_score":0.11706263571977615},{"text":"Have a good day.","start":638.4689,"end":639.4489,"sentiment":"neutral","sentiment_score":0.14358682185411453}],"sentiment":"neutral","sentiment_score":0.18105534802783618,"num_words":11,"start":634.125,"end":639.4489},{"sentences":[{"text":"Nothing.","start":639.8289,"end":640.3089,"sentiment":"neutral","sentiment_score":0.06724472343921661},{"text":"All good.","start":640.3089,"end":640.8689,"sentiment":"neutral","sentiment_score":0.1962837129831314},{"text":"Thank you.","start":640.8689,"end":641.6089,"sentiment":"neutral","sentiment_score":0.25599905848503113},{"text":"Yep.","start":641.9889,"end":642.4889,"sentiment":"neutral","sentiment_score":0.22881552577018735},{"text":"Yep.","start":643.5089,"end":644.0089,"sentiment":"neutral","sentiment_score":0.3170016407966614}],"sentiment":"neutral","sentiment_score":0.21680391899177007,"num_words":7,"start":639.8289,"end":644.0089},{"sentences":[{"text":"You too.","start":644.8689,"end":645.5089,"sentiment":"neutral","sentiment_score":0.2377842664718628},{"text":"Bye.","start":645.5089,"end":645.8289,"sentiment":"neutral","sentiment_score":0.14889377355575562},{"text":"Yep.","start":645.8289,"end":646.3289,"sentiment":"neutral","sentiment_score":0.09655652940273284}],"sentiment":"neutral","sentiment_score":0.1802547089755535,"num_words":4,"start":644.8689,"end":646.3289}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank you for calling Airtel. My name is Mary. May I have your name, please?\n\nChannel 1: Hey. This is Sonia. Sorry I missed your call.\n\nChannel 0: Yes, Sonia. My name is Mary with Airtel. And, yeah, I'm just ringing up regarding your or our current conversation or recent conversation about your account.\n\nChannel 1: Yes.\n\nChannel 0: So alright. So from my last call or our last conversation, I've mentioned about giving an exemption for three months with a\n\nChannel 1: Yes.\n\nChannel 0: 15% discount commencing for the month of September to November.\n\nChannel 1: Mhmm.\n\nChannel 0: Checking mhmm. So, Sonia, here's what happened. I actually reached out to our account head, and we still check on your account and check further. And the discount that was provided was actually for a year. So on our end, we're seeing actually here when when the discount should be applied to one account, and we saw here that it has been ended for I mean, up until May.\n\nK? So what discount was provided to you after let me go back to your billing info. So let me go back to your account. Hold on. So that was the discount was let me check here.\n\nDiscount is, yes, May 31. So that concludes the year 2025 to 2026. So that's that's a discounted 18% discount, which give us a total with what were you currently paying for the previous year. And so you mentioned also about getting charged for the regular price, which is the $79.95. I I also confirm here that it was already requested.\n\nLike, it was credited to your account. Right? You called before, and it was, I mean, provided to you was given to you. Correct?\n\nChannel 1: Yep.\n\nChannel 0: Yes. So here's the thing. The last credit that was provided to you is already an exemption after you're being discounted. So here's I have two options for you here, Sonia, because I don't wanna leave you empty handed. I wanna help you to get you the same price still having an an Internet connection.\n\nRight? So you've mentioned you're only you're the only one using the Internet at home, and you\n\nChannel 1: No.\n\nChannel 0: need\n\nChannel 1: I'm\n\nChannel 0: Internet.\n\nChannel 1: not decreasing. I'm not decreasing anything. Okay?\n\nChannel 0: Because here's what's our plan and the best offer that we could provide to you, Sonia. This is actually a good offer. You you\n\nChannel 1: That's\n\nChannel 0: you just\n\nChannel 1: okay.\n\nChannel 0: need to\n\nChannel 1: You know, it's okay. I don't wanna okay. I don't wanna so you say three months, so I will give you three months notice for the resigning. Okay?\n\nChannel 0: What do you mean three months?\n\nChannel 1: Three months by you say that you you can give three months extension for the same price?\n\nChannel 0: No. It's going to be 15% discount. So let's get the 15% discount from the regular amount, which is the $79.95. Hold on. 15.\n\nHold on. That's $67.95, Sonya. That's going to be three months, but you'll get to pay $67.95 for three months. And\n\nChannel 1: Yeah.\n\nChannel 0: my offer here to you, I just, like, want you to also offer the the basic plan with NBN because you're you're the only one using the Internet. The regular price is currently $69 and 90\n\nChannel 1: No. No.\n\nChannel 0: 5¢.\n\nChannel 1: No. I I know what you wanna say. No. I don't wanna okay. So first of all, I'll give you a notice for the for the disconnection after three months.\n\nSo September, October, November. Okay? I think that's enough\n\nChannel 0: For\n\nChannel 1: time for the notice.\n\nChannel 0: this month for this month of September, we'll go ahead and rectify the invoice. And so you get to pay the 15% discount for the regular price, which is the $67.95.\n\nChannel 1: Okay. So September, October, and November.\n\nChannel 0: No.\n\nChannel 1: Yeah? You said no?\n\nChannel 0: Yes. Yes. It's September, October, November.\n\nChannel 1: Okay.\n\nChannel 0: I know it's going to be a three month, but if you still like to keep your Internet, please take into consideration with our I mean, our offerings to you. We wanna help you pay the same amount that you're currently paying.\n\nChannel 1: No. It's okay. I don't want the lower lower one. Okay? I don't want the lower one.\n\nLike I said, I understand what you wanna say. But if you don't wanna give the three months and then just charge this month, and then I will give notice for this month and the end of the\n\nChannel 0: Yeah.\n\nChannel 1: month. I'm not\n\nChannel 0: No\n\nChannel 1: gonna\n\nChannel 0: worries.\n\nChannel 1: renew. Okay?\n\nChannel 0: For for documentation just for documentation on my end here, Sonia, could you provide me the how many so you you only you mentioned\n\nChannel 1: I don't want to provide anything. I said I don't want to reduce. Okay?\n\nChannel 0: no.\n\nChannel 1: It's\n\nChannel 0: I'm\n\nChannel 1: not\n\nChannel 0: I'm\n\nChannel 1: about\n\nChannel 0: just\n\nChannel 1: that\n\nChannel 0: ask\n\nChannel 1: you want I know you want help. Like, you want to then I'll keep the same level. But I don't want that because I got a better option. I don't want it. I can pay cheaper and get better thing.\n\nI only do this one. It's because of Dom, but now it's I I don't want it. It's simple. I don't want you to be in difficult situation as well. You know what I mean?\n\nLike, whichever I can I can this this month or three months more, you just tell me what I should do, but I don't want it anymore? I wanted to disconnect.\n\nChannel 0: I really appreciate\n\nChannel 1: I'm sorry.\n\nChannel 0: we\n\nChannel 1: Yeah.\n\nChannel 0: really understand and acknowledge that, Sonia.\n\nChannel 1: That's okay. I don't want it. There's nothing wrong that you it's you have done nothing wrong. Okay? I just don't want it.\n\nChannel 0: Mhmm.\n\nChannel 1: Yeah.\n\nChannel 0: Sure. Yeah. I really understand. And I know. Yeah.\n\nI re I totally get it. I get your point. But, you know, for me to make sure that everything will be documented here I mean, how many device are you currently using for a daily usage, if\n\nChannel 1: Not\n\nChannel 0: I\n\nChannel 1: sure.\n\nChannel 0: may ask? But if you won't\n\nChannel 1: I don't want to answer.\n\nChannel 0: sure. Okay. Alright. So I'll\n\nChannel 1: Yep.\n\nChannel 0: wrap it up here. To\n\nChannel 1: Yeah.\n\nChannel 0: summarize what we discussed right now, we'll go ahead and rectify your invoice for the 15% discount. That's gonna\n\nChannel 1: Yeah.\n\nChannel 0: be $67.96, and that's going to commence starting September. Will you'll be also receiving the same amount for the following month until November. Okay?\n\nChannel 1: Yeah. But just make sure after November, there's no the the after no I mean, after November 30, there is no dis there is no connection. I will figure out all the stuff. Okay? Yep.\n\nChannel 0: Sure. No worries. We'll take we'll leave your account as it is. We are waiting for you. Okay?\n\nWe'll wait\n\nChannel 1: No.\n\nChannel 0: for\n\nChannel 1: And\n\nChannel 0: you.\n\nChannel 1: there is I mean, disconnect after November.\n\nChannel 0: Alright. If that's the case, then you will need to contact us directly as\n\nChannel 1: But I\n\nChannel 0: we\n\nChannel 1: I I'm contacting you now to tell you exactly.\n\nChannel 0: I know. Because we are making changes on your account the day of disconnection and the request must be done during the call, And\n\nChannel 1: I can\n\nChannel 0: we need\n\nChannel 1: do it\n\nChannel 0: thirty\n\nChannel 1: now.\n\nChannel 0: day\n\nChannel 1: Yeah. I can give you, like, now. I think it's ninety days notice. It's it's plenty of time. Yeah?\n\nBecause I worry I'll forget. So\n\nChannel 0: Alright. I'll go ahead and check if that would be possible. If in any case that we still need your you over the line when we disconnect the call because we for security purposes, we need to verify your account before disconnecting your service.\n\nChannel 1: Yeah. Yeah. Sure. But, like, I I I would like to put the request right now for the disconnection. Yeah.\n\nChannel 0: Sure.\n\nChannel 1: Because\n\nChannel 0: I'll\n\nChannel 1: like\n\nChannel 0: also\n\nChannel 1: you said,\n\nChannel 0: take\n\nChannel 1: it's\n\nChannel 0: note of that. Mhmm.\n\nChannel 1: take\n\nChannel 0: I'll also take note of that.\n\nChannel 1: yeah. But you\n\nChannel 0: Could\n\nChannel 1: take\n\nChannel 0: you\n\nChannel 1: note.\n\nChannel 0: verify?\n\nChannel 1: You you you\n\nChannel 0: Yes.\n\nChannel 1: are\n\nChannel 0: I\n\nChannel 1: are\n\nChannel 0: will.\n\nChannel 1: you? Yeah. Okay.\n\nChannel 0: Yes. Could you verify your date of birth, please?\n\nChannel 1: Yeah. Twenty seven seven ninety five.\n\nChannel 0: Sorry. What's the year?\n\nChannel 1: '85?\n\nChannel 0: Thank you so much. And how about the identification number?\n\nChannel 1: Identification. You mean the driver license?\n\nChannel 0: Yeah. We can also check it. Identification number usually came from a passport number, driver's license, or any ID that you had.\n\nChannel 1: Yep. The driver license, 039718598.\n\nChannel 0: Thank you so much. I verified your account and also take note on your account. And\n\nChannel 1: Yeah.\n\nChannel 0: if it is possible, I'll also give you a callback on the month of November or October.\n\nChannel 1: Yeah. The end of October will be great because I don't want to miss\n\nChannel 0: Mhmm.\n\nChannel 1: the three years notice. Okay? Thank you\n\nChannel 0: Mhmm.\n\nChannel 1: so much.\n\nChannel 0: Okay. Sure. Sure.\n\nChannel 1: Yep.\n\nChannel 0: Thank you so much. Anything\n\nChannel 1: Okay.\n\nChannel 0: else\n\nChannel 1: Have\n\nChannel 0: I\n\nChannel 1: a\n\nChannel 0: can\n\nChannel 1: good\n\nChannel 0: help\n\nChannel 1: day.\n\nChannel 0: you with?\n\nChannel 1: Nothing. All good. Thank you. Yep.\n\nChannel 0: Thank you so much.\n\nChannel 1: Yep.\n\nChannel 0: Have a great day.\n\nChannel 1: You too. Bye. Yep.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.96,"end":1.1999999,"sentiment":"positive","sentiment_score":0.35440897941589355},{"text":"Thank you for calling Airtel.","start":1.1999999,"end":2.56,"sentiment":"positive","sentiment_score":0.5647142410278321},{"text":"My name is Mary.","start":2.56,"end":3.4399998,"sentiment":"positive","sentiment_score":0.5238098576664925},{"text":"May I have your name, please?","start":3.4399998,"end":4.66,"sentiment":"positive","sentiment_score":0.40821558237075806}],"sentiment":"positive","sentiment_score":0.48265706934034824,"channel":0,"num_words":16,"start":0.96,"end":4.66},{"sentences":[{"text":"Hey.","start":5.68,"end":5.92,"sentiment":"neutral","sentiment_score":0.09253858774900436},{"text":"This is Sonia.","start":5.92,"end":6.72,"sentiment":"neutral","sentiment_score":0.06320505092541377},{"text":"Sorry I missed your 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account.","start":10.96,"end":17.515,"sentiment":"neutral","sentiment_score":0.07732524391677645}],"sentiment":"neutral","sentiment_score":0.1006349313717622,"channel":0,"num_words":26,"start":8.559999,"end":17.515},{"sentences":[{"text":"Yes.","start":18.285,"end":18.785,"sentiment":"neutral","sentiment_score":0.11133787035942078}],"sentiment":"neutral","sentiment_score":0.11133787035942078,"channel":1,"num_words":1,"start":18.285,"end":18.785},{"sentences":[{"text":"So alright.","start":18.455,"end":21.575,"sentiment":"neutral","sentiment_score":0.14584821835160255},{"text":"So from my last call or our last conversation, I've mentioned about giving an exemption for three months with a","start":21.575,"end":29.08,"sentiment":"neutral","sentiment_score":0.12869082763791084}],"sentiment":"neutral","sentiment_score":0.13025059043006462,"channel":0,"num_words":22,"start":18.455,"end":29.08},{"sentences":[{"text":"Yes.","start":28.869999,"end":29.369999,"sentiment":"neutral","sentiment_score":0.17083363234996796}],"sentiment":"neutral","sentiment_score":0.17083363234996796,"channel":1,"num_words":1,"start":28.869999,"end":29.369999},{"sentences":[{"text":"15% discount commencing for the month of September to November.","start":29.08,"end":35.02,"sentiment":"neutral","sentiment_score":0.2025087982416153}],"sentiment":"neutral","sentiment_score":0.2025087982416153,"channel":0,"num_words":10,"start":29.08,"end":35.02},{"sentences":[{"text":"Mhmm.","start":35.829998,"end":36.329998,"sentiment":"neutral","sentiment_score":0.018218625336885452}],"sentiment":"neutral","sentiment_score":0.018218625336885452,"channel":1,"num_words":1,"start":35.829998,"end":36.329998},{"sentences":[{"text":"Checking mhmm.","start":36.36,"end":37.32,"sentiment":"neutral","sentiment_score":0.009335765498690307},{"text":"So, Sonia, here's what happened.","start":37.32,"end":38.68,"sentiment":"neutral","sentiment_score":0.03211993090808392},{"text":"I actually reached out to our account head, and we still check on your account and check further.","start":38.68,"end":50.985,"sentiment":"neutral","sentiment_score":0.05173113321264585},{"text":"And the discount that was provided was actually for a 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on.","start":82.895,"end":83.55,"sentiment":"neutral","sentiment_score":0.02020918484777212},{"text":"So that was the discount was let me check here.","start":95.23,"end":104.645004,"sentiment":"neutral","sentiment_score":0.07464533112943172}],"sentiment":"neutral","sentiment_score":0.050426831569623305,"channel":0,"num_words":37,"start":71.215,"end":104.645004},{"sentences":[{"text":"Discount is, yes, May 31.","start":104.645004,"end":107.045,"sentiment":"neutral","sentiment_score":0.11119939386844635},{"text":"So that concludes the year 2025 to 2026.","start":107.045,"end":112.965004,"sentiment":"neutral","sentiment_score":0.1679745316505432},{"text":"So that's that's a discounted 18% discount, which give us a total with what were you currently paying for the previous year.","start":112.965004,"end":125.1,"sentiment":"neutral","sentiment_score":0.25408154793760995},{"text":"And so you mentioned also about getting charged for the regular price, which is the $79.95.","start":125.479996,"end":134.935,"sentiment":"neutral","sentiment_score":0.13451316533610225},{"text":"I I also confirm here that it was already requested.","start":135.395,"end":144.61,"sentiment":"neutral","sentiment_score":0.18610375821590425}],"sentiment":"neutral","sentiment_score":0.18857107384771596,"channel":0,"num_words":61,"start":104.645004,"end":144.61},{"sentences":[{"text":"Like, it was credited to your account.","start":144.67,"end":146.61,"sentiment":"neutral","sentiment_score":0.21832352450915746},{"text":"Right?","start":146.91,"end":147.23001,"sentiment":"neutral","sentiment_score":0.10938376188278198},{"text":"You called before, and it was, I mean, provided to you was given to you.","start":147.23001,"end":152.19,"sentiment":"neutral","sentiment_score":0.06775281007091204},{"text":"Correct?","start":152.19,"end":152.69,"sentiment":"neutral","sentiment_score":0.07019518315792084}],"sentiment":"neutral","sentiment_score":0.1135056569861869,"channel":0,"num_words":24,"start":144.67,"end":152.69},{"sentences":[{"text":"Yep.","start":154.745,"end":155.245,"sentiment":"neutral","sentiment_score":0.08002033829689026}],"sentiment":"neutral","sentiment_score":0.08002033829689026,"channel":1,"num_words":1,"start":154.745,"end":155.245},{"sentences":[{"text":"Yes.","start":155.63,"end":156.13,"sentiment":"neutral","sentiment_score":0.10424831509590148},{"text":"So here's the thing.","start":157.395,"end":159.095,"sentiment":"neutral","sentiment_score":0.09644615463912487},{"text":"The last credit that was provided to you is already an exemption after you're being 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decreasing.","start":186.695,"end":187.515,"sentiment":"neutral","sentiment_score":-0.11771596223115921},{"text":"I'm not decreasing anything.","start":187.655,"end":189.195,"sentiment":"neutral","sentiment_score":-0.08590824622660875},{"text":"Okay?","start":189.335,"end":189.835,"sentiment":"neutral","sentiment_score":0.07490261644124985}],"sentiment":"neutral","sentiment_score":-0.07202318470392909,"channel":1,"num_words":7,"start":186.695,"end":189.835},{"sentences":[{"text":"Because here's what's our plan and the best offer that we could provide to you, Sonia.","start":191.545,"end":197.405,"sentiment":"neutral","sentiment_score":0.2895217649638653},{"text":"This is actually a good offer.","start":197.625,"end":199.9,"sentiment":"positive","sentiment_score":0.7049564023812612},{"text":"You 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The agent explains that they will give Sonia a notice for the disconnection after three months and the customer can keep their plan. The agent assures her they will handle any future issues and reminds her to verify her account and call back in October to avoid missing the three-year notice. The call ends with the agent thanking Sonia and wishing her a good day."},"intents":{"segments":[{"text":"I actually reached out to our account head, and we still check on your account and check further. And the discount that was provided was actually for a year. So on our end, we're seeing actually here when when the discount should be applied to one account, and we saw here that it has been ended for I mean, up until May. K?","start_word":93,"end_word":155,"intents":[{"intent":"Check account status","confidence_score":0.06314175}]},{"text":"This is actually a good offer. You you That's you just okay. need to You know, it's okay. I don't wanna okay. I don't wanna so you say three months, so I will give you three months notice for the resigning. Okay? What do you mean three months? Three months by you say that you you can give three months extension for the same price? No.","start_word":378,"end_word":443,"intents":[{"intent":"Offer plan","confidence_score":0.34150422}]},{"text":"I don't wanna so you say three months, so I will give you three months notice for the resigning. Okay?","start_word":399,"end_word":418,"intents":[{"intent":"Resigning","confidence_score":0.010325829}]},{"text":"Three months by you say that you you can give three months extension for the same price? No.","start_word":425,"end_word":442,"intents":[{"intent":"Extend extension","confidence_score":0.015014086}]},{"text":"That's $67.95, Sonya. That's going to be three months, but you'll get to pay $67.95 for three months. And Yeah.","start_word":468,"end_word":487,"intents":[{"intent":"Confirming payment","confidence_score":0.0066931536}]},{"text":"this month for this month of September, we'll go ahead and rectify the invoice. And so you get to pay the 15% discount for the regular price, which is the $67.95. Okay.","start_word":571,"end_word":602,"intents":[{"intent":"Resolving invoice issue","confidence_score":0.0067112474}]},{"text":"For for documentation just for documentation on my end here, Sonia, could you provide me the how many so you you only you mentioned I don't want to provide anything. I said I don't want to reduce. Okay?","start_word":727,"end_word":764,"intents":[{"intent":"Clarify and confirm payment method","confidence_score":0.000059453145}]},{"text":"I wanted to disconnect. I really appreciate I'm sorry.","start_word":875,"end_word":883,"intents":[{"intent":"Disconnect offer","confidence_score":0.05388079}]},{"text":"But, you know, for me to make sure that everything will be documented here I mean, how many device are you currently using for a daily usage, if Not I sure.","start_word":936,"end_word":966,"intents":[{"intent":"Confirm documenting","confidence_score":0.00022200114}]},{"text":"summarize what we discussed right now, we'll go ahead and rectify your invoice for the 15% discount. That's gonna Yeah.","start_word":990,"end_word":1009,"intents":[{"intent":"Resolve invoice issue","confidence_score":0.3436416}]},{"text":"be $67.96, and that's going to commence starting September. Will you'll be also receiving the same amount for the following month until November. Okay?","start_word":1010,"end_word":1033,"intents":[{"intent":"Confirm payment method","confidence_score":0.00292249}]},{"text":"be $67.96, and that's going to commence starting September. Will you'll be also receiving the same amount for the following month until November. Okay? Yeah.","start_word":1010,"end_word":1034,"intents":[{"intent":"Confirm invoice amount","confidence_score":0.004045858}]},{"text":"We'll take we'll leave your account as it is. We are waiting for you.","start_word":1072,"end_word":1085,"intents":[{"intent":"Confirm account status","confidence_score":0.12900461}]},{"text":"But, like, I I I would like to put the request right now for the disconnection. Yeah.","start_word":1231,"end_word":1247,"intents":[{"intent":"Request disconnection","confidence_score":0.19529796}]}]},"sentiments":{"segments":[{"text":"Hi. Thank you for calling Airtel. My name is Mary. May I have your name, please?","start_word":0,"end_word":15,"sentiment":"positive","sentiment_score":0.4815143942832947},{"text":"Hey. This is Sonia. Sorry I missed your call. Yes, Sonia. My name is Mary with Airtel. And, yeah, I'm just ringing up regarding your or our current conversation or recent conversation about your account. Yes. So alright. So from my last call or our last conversation, I've mentioned about giving an exemption for three months with a Yes. 15% discount commencing for the month of September to November. Mhmm. Checking mhmm. So, Sonia, here's what happened. I actually reached out to our account head, and we still check on your account and check further. And the discount that was provided was actually for a year. So on our end, we're seeing actually here when when the discount should be applied to one account, and we saw here that it has been ended for I mean, up until May. K? So what discount was provided to you after let me go back to your billing info. So let me go back to your account. Hold on. So that was the discount was let me check here. Discount is, yes, May 31. So that concludes the year 2025 to 2026. So that's that's a discounted 18% discount, which give us a total with what were you currently paying for the previous year. And so you mentioned also about getting charged for the regular price, which is the $79.95. I I also confirm here that it was already requested. Like, it was credited to your account. Right? You called before, and it was, I mean, provided to you was given to you. Correct? Yep. Yes. So here's the thing. The last credit that was provided to you is already an exemption after you're being discounted. So here's I have two options for you here, Sonia, because I don't wanna leave you empty handed. I wanna help you to get you the same price still having an an Internet connection. Right? So you've mentioned you're only you're the only one using the Internet at home, and you No. need I'm Internet. not decreasing. I'm not decreasing anything. Okay? Because here's what's our plan and the best offer that we could provide to you, Sonia.","start_word":16,"end_word":376,"sentiment":"neutral","sentiment_score":0.10702686011791228},{"text":"This is actually a good offer.","start_word":377,"end_word":382,"sentiment":"positive","sentiment_score":0.7084994316101074},{"text":"You you That's you just okay. need to You know, it's okay.","start_word":383,"end_word":394,"sentiment":"neutral","sentiment_score":-0.022575052455067635},{"text":"I don't wanna okay.","start_word":395,"end_word":398,"sentiment":"negative","sentiment_score":-0.33977770805358887},{"text":"I don't wanna so you say three months, so I will give you three months notice for the resigning. Okay? What do you mean three months? Three months by you say that you you can give three months extension for the same price? No. It's going to be 15% discount. So let's get the 15% discount from the regular amount, which is the $79.95. Hold on. 15. Hold on. That's $67.95, Sonya. That's going to be three months, but you'll get to pay $67.95 for three months. And Yeah. my offer here to you, I just, like, want you to also offer the the basic plan with NBN because you're you're the only one using the Internet. The regular price is currently $69 and 90 No. No. 5<unk>. No. I I know what you wanna say. No. I don't wanna okay. So first of all, I'll give you a notice for the for the disconnection after three months. So September, October, November. Okay? I think that's enough For time for the notice. this month for this month of September, we'll go ahead and rectify the invoice. And so you get to pay the 15% discount for the regular price, which is the $67.95. Okay. So September, October, and November. No. Yeah? You said no? Yes. Yes. It's September, October, November. Okay. I know it's going to be a three month, but if you still like to keep your Internet, please take into consideration with our I mean, our offerings to you. We wanna help you pay the same amount that you're currently paying. No. It's okay. I don't want the lower lower one. Okay? I don't want the lower one. Like I said, I understand what you wanna say. But if you don't wanna give the three months and then just charge this month, and then I will give notice for this month and the end of the Yeah. month. I'm not No gonna worries. renew. Okay? For for documentation just for documentation on my end here, Sonia, could you provide me the how many so you you only you mentioned I don't want to provide anything. I said I don't want to reduce. Okay? no. It's I'm not I'm about just that ask you want I know you want help. Like, you want to then I'll keep the same level.","start_word":399,"end_word":789,"sentiment":"neutral","sentiment_score":-0.06614037104846572},{"text":"But I don't want that because I got a better option. I don't want it.","start_word":790,"end_word":804,"sentiment":"negative","sentiment_score":-0.4049804210662842},{"text":"I can pay cheaper and get better thing. I only do this one. It's because of Dom, but now it's I I don't want it. It's simple.","start_word":805,"end_word":831,"sentiment":"neutral","sentiment_score":-0.2863924205303192},{"text":"I don't want you to be in difficult situation as well.","start_word":832,"end_word":842,"sentiment":"negative","sentiment_score":-0.4529451131820678},{"text":"You know what I mean? Like, whichever I can I can this this month or three months more, you just tell me what I should do, but I don't want it anymore?","start_word":843,"end_word":874,"sentiment":"neutral","sentiment_score":-0.2637445330619812},{"text":"I wanted to disconnect.","start_word":875,"end_word":878,"sentiment":"negative","sentiment_score":-0.3569279611110687},{"text":"I really appreciate I'm sorry. we Yeah. really understand and acknowledge that, Sonia. That's okay. I don't want it. There's nothing wrong that you it's you have done nothing wrong. Okay?","start_word":879,"end_word":909,"sentiment":"neutral","sentiment_score":-0.15217477083206177},{"text":"I just don't want it.","start_word":910,"end_word":914,"sentiment":"negative","sentiment_score":-0.4295943677425385},{"text":"Mhmm. Yeah. Sure. Yeah. I really understand. And I know. Yeah. I re I totally get it. I get your point. But, you know, for me to make sure that everything will be documented here I mean, how many device are you currently using for a daily usage, if Not I sure. may ask? But if you won't I don't want to answer. sure. Okay. Alright. So I'll Yep. wrap it up here. To Yeah. summarize what we discussed right now, we'll go ahead and rectify your invoice for the 15% discount. That's gonna Yeah. be $67.96, and that's going to commence starting September. Will you'll be also receiving the same amount for the following month until November. Okay? Yeah. But just make sure after November, there's no the the after no I mean, after November 30, there is no dis there is no connection. I will figure out all the stuff. Okay? Yep. Sure. No worries. We'll take we'll leave your account as it is. We are waiting for you. Okay? We'll wait No. for And you. there is I mean, disconnect after November. Alright. If that's the case, then you will need to contact us directly as But I we I I'm contacting you now to tell you exactly. I know. Because we are making changes on your account the day of disconnection and the request must be done during the call, And I can we need do it thirty now. day Yeah. I can give you, like, now. I think it's ninety days notice. It's it's plenty of time. Yeah? Because I worry I'll forget. So Alright. I'll go ahead and check if that would be possible. If in any case that we still need your you over the line when we disconnect the call because we for security purposes, we need to verify your account before disconnecting your service. Yeah. Yeah. Sure. But, like, I I I would like to put the request right now for the disconnection. Yeah. Sure. Because I'll like also you said, take it's note of that. Mhmm. take I'll also take note of that. yeah. But you Could take you note. verify? You you you Yes. are I are will. you? Yeah. Okay. Yes. Could you verify your date of birth, please? Yeah. Twenty seven seven ninety five. Sorry. What's the year? '85? Thank you so much. And how about the identification number? Identification. You mean the driver license? Yeah. We can also check it. Identification number usually came from a passport number, driver's license, or any ID that you had. Yep. The driver license, 039718598.","start_word":915,"end_word":1349,"sentiment":"neutral","sentiment_score":0.011560723185539246},{"text":"Thank you so much.","start_word":1350,"end_word":1353,"sentiment":"positive","sentiment_score":0.375223308801651},{"text":"I verified your account and also take note on your account. And Yeah. if it is possible, I'll also give you a callback on the month of November or October. Yeah. The end of October will be great because I don't want to miss Mhmm. the three years notice. Okay? Thank you Mhmm. so much. Okay. Sure. Sure. Yep.","start_word":1354,"end_word":1412,"sentiment":"neutral","sentiment_score":0.1343904435634613},{"text":"Thank you so much.","start_word":1413,"end_word":1416,"sentiment":"positive","sentiment_score":0.4366853237152099},{"text":"Anything Okay. else Have I a can good help day. you with? Nothing. All good. Thank you. Yep.","start_word":1417,"end_word":1434,"sentiment":"neutral","sentiment_score":0.1586395502090454},{"text":"Thank you so much.","start_word":1435,"end_word":1438,"sentiment":"positive","sentiment_score":0.4818790853023529},{"text":"Yep.","start_word":1439,"end_word":1439,"sentiment":"neutral","sentiment_score":0.3170016407966614},{"text":"Have a great day.","start_word":1440,"end_word":1443,"sentiment":"positive","sentiment_score":0.5342011451721191},{"text":"You too. Bye. Yep. Bye bye.","start_word":1444,"end_word":1449,"sentiment":"neutral","sentiment_score":0.14186334609985352}],"average":{"sentiment":"neutral","sentiment_score":0.0073332695800423795}}}}