{"metadata":{"transaction_key":"deprecated","request_id":"019e14d6-d9ad-79a2-99ef-5c18d7d089c4","sha256":"906f7c4245a624180b94f9f3bae15e43470f9ec1a95c6fcfa976ffcec5afad55","created":"2026-05-11T02:21:27.627Z","duration":2150.4238,"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":2956,"output_tokens":97},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3274,"output_tokens":3281},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3274,"output_tokens":288}},"results":{"channels":[{"alternatives":[{"transcript":"Hi, Sandy. This is Melissa from Airtel AU. I'm reaching out in reference to a procedure on how to delete a card details saved on the ANZ portal. Oh, I don't have the VP number, but I do have the pattern ID, 85 735. Oh, sure. Thank you, Sandy. I'll be on the line. Hi. You're welcome. Yes. That's correct. Yes. Domenico. Yeah. This is Melissa from accounts department of Airtel. Yes. Because we do have some customers who save their card details. However, there are some that they are requesting to remove it. Yeah. They save it from the ANZ portal. When they process the payment, they save it from the ANZ portal. Yes. Yes. That's correct. In that way, when we do the automatic payment for all the save cards, that specific customer won't be charged automatically end. Yeah. I believe it's the what they call ecommerce facility. Oh, sure, Sandy. Thank you. You're welcome. Not yet. Because this is the only phone number that I've got, and I'm not really sure which correct email I will reach out in reference to my concern. Okay. No worries. Yes, please. Okay. One moment, please. So you said a alpha, n Nancy, z zebra. Right? Ecommerce support at a n z dot com. Alright. So you mentioned card details, but it's okay just to provide the name on the card and the last four. Right? Because we don't have the full card details for security measure. Yeah. We do have. And that's the bottom line. That's the thing that I wanted to know. If there's any procedure or details on how we can delete the details from our portal, a and z portal. Because yes. Because the customer was the one who saved the card details from the portal because they do have an access to process the payment. And then on our end, what we see is the last four digit kind of card if it's a Visa or Mastercard and the name. So I'm just wondering if we have an option or access to delete this card. I don't have, but I can provide you my email address. Oh, yeah. I do have. Yes. One moment. Okay? Let me just check. Yes. It It doesn't show an ID, but I do see the username. Okay. It's melissa, m e l I s s a, @airtel.net.au. Where can I identify that? It shows here ANZ word line payment solution. CyberSource. It does show here ecommerce gateway. Okay. Sure. And kindly include the pattern ID because prior to this, they've provided me this ID. In that way, they could easily access our accounts. 85735. Seven 35. Yeah. Pattern ID. It says in here, ecommerce gateway, pattern ID 85735. Because the last time that I've called you guys, they advised me if I will be calling to easily access and identify our merchant facility. I will be providing these details. Okay. Go, Sandy. Thank you. Mhmm. Hi. Good afternoon, Joshua. I'm good. Thank you for asking. So Yeah. Yeah. Actually, we have not tried because we don't know how to do it from the portal. Mhmm. Yes. So what is the deal is our payment gateway is the a n z portal, And then we're using a Splints. We're providing a customer access wherein when they process a payment, they are routed to process it through ANZ. And then they save their card. Alright? So once the their card has been saved, our back end account is processing a automatic payments on a monthly basis. So all card details saved has processed this automatic payment because it's what's saved. However, there are some customers who opted to delete the saved card details prior. So that's the thing that we need as support. Is there any option for us to delete the card details from our portal, a and z word line? Yes. Our what do you call this system? It's Yeah. Mhmm. Yeah. That's correct. Mhmm. Oh, sure, Joshua. Thank you. I'll be on the line. A Yeah. Please send the instruction to my email address because I'm the one in charge with this. Melissa @airtel.net.au. Oh, sure. Thank you. Okay. No worries. Okay. That's perfect. And is there any expected time frame to get the okay. Okay. That's wonderful. Thank you so much for your help, Josh. I'll just wait for their update. Okay? Alright. Oh, sure. Thank you. Yes, ma'am. Okay. 05757165. None so far, Josh. Appreciate your help and time today. Thank you. Have a good one. 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This is Melissa from Airtel AU. I'm reaching out in reference to a procedure on how to delete a card details saved on the ANZ portal. Oh, I don't have the VP number, but I do have the pattern ID, 85 735. Oh, sure.\n\nThank you, Sandy. I'll be on the line. Hi. You're welcome. Yes.\n\nThat's correct. Yes. Domenico. Yeah. This is Melissa from accounts department of Airtel.\n\nYes. Because we do have some customers who save their card details. However, there are some that they are requesting to remove it. Yeah. They save it from the ANZ portal.\n\nWhen they process the payment, they save it from the ANZ portal. Yes. Yes. That's correct. In that way, when we do the automatic payment for all the save cards, that specific customer won't be charged automatically end.\n\nYeah. I believe it's the what they call ecommerce facility. Oh, sure, Sandy. Thank you. You're welcome.\n\nNot yet. Because this is the only phone number that I've got, and I'm not really sure which correct email I will reach out in reference to my concern. Okay. No worries. Yes, please.\n\nOkay. One moment, please. So you said a alpha, n Nancy, z zebra. Right? Ecommerce support at a n z dot com.\n\nAlright. So you mentioned card details, but it's okay just to provide the name on the card and the last four. Right? Because we don't have the full card details for security measure. Yeah.\n\nWe do have. And that's the bottom line. That's the thing that I wanted to know. If there's any procedure or details on how we can delete the details from our portal, a and z portal. Because yes.\n\nBecause the customer was the one who saved the card details from the portal because they do have an access to process the payment. And then on our end, what we see is the last four digit kind of card if it's a Visa or Mastercard and the name. So I'm just wondering if we have an option or access to delete this card. I don't have, but I can provide you my email address. Oh, yeah.\n\nI do have. Yes. One moment. Okay? Let me just check.\n\nYes. It It doesn't show an ID, but I do see the username. Okay. It's melissa, m e l I s s a, @airtel.net.au. Where can I identify that?\n\nIt shows here ANZ word line payment solution. CyberSource. It does show here ecommerce gateway. Okay. Sure.\n\nAnd kindly include the pattern ID because prior to this, they've provided me this ID. In that way, they could easily access our accounts. 85735. Seven 35. Yeah.\n\nPattern ID. It says in here, ecommerce gateway, pattern ID 85735. Because the last time that I've called you guys, they advised me if I will be calling to easily access and identify our merchant facility. I will be providing these details. Okay.\n\nGo, Sandy. Thank you. Mhmm. Hi. Good afternoon, Joshua.\n\nI'm good. Thank you for asking. So Yeah. Yeah. Actually, we have not tried because we don't know how to do it from the portal.\n\nMhmm. Yes. So what is the deal is our payment gateway is the a n z portal, And then we're using a Splints. We're providing a customer access wherein when they process a payment, they are routed to process it through ANZ. And then they save their card.\n\nAlright? So once the their card has been saved, our back end account is processing a automatic payments on a monthly basis. So all card details saved has processed this automatic payment because it's what's saved. However, there are some customers who opted to delete the saved card details prior. So that's the thing that we need as support.\n\nIs there any option for us to delete the card details from our portal, a and z word line? Yes. Our what do you call this system? It's Yeah. Mhmm.\n\nYeah. That's correct. Mhmm. Oh, sure, Joshua. Thank you.\n\nI'll be on the line. A Yeah. Please send the instruction to my email address because I'm the one in charge with this. Melissa @airtel.net.au. Oh, sure.\n\nThank you. Okay. No worries. Okay. That's perfect.\n\nAnd is there any expected time frame to get the okay. Okay. That's wonderful. Thank you so much for your help, Josh. I'll just wait for their update.\n\nOkay? Alright. Oh, sure. Thank you. Yes, ma'am.\n\nOkay. 05757165. None so far, Josh. Appreciate your help and time today. Thank you.\n\nHave a good one. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Sandy.","start":252.66501,"end":253.565,"sentiment":"neutral","sentiment_score":0.061481889337301254},{"text":"This is Melissa from Airtel AU.","start":253.625,"end":256.765,"sentiment":"neutral","sentiment_score":0.08190672906736533},{"text":"I'm reaching out in reference to a procedure on how to delete a card details saved on the ANZ portal.","start":257.27002,"end":265.29,"sentiment":"neutral","sentiment_score":-0.015120146004483104},{"text":"Oh, I don't have the VP number, but I do have the pattern ID, 85 735.","start":272.385,"end":279.365,"sentiment":"neutral","sentiment_score":-0.048796595830935985},{"text":"Oh, sure.","start":284.945,"end":285.585,"sentiment":"neutral","sentiment_score":0.18069063127040863}],"sentiment":"neutral","sentiment_score":-0.0023339790818483926,"num_words":46,"start":252.66501,"end":285.585},{"sentences":[{"text":"Thank you, Sandy.","start":285.585,"end":286.625,"sentiment":"positive","sentiment_score":0.4897517263889313},{"text":"I'll be on the line.","start":286.625,"end":287.845,"sentiment":"neutral","sentiment_score":0.25859342217445375},{"text":"Hi.","start":551.725,"end":551.96497,"sentiment":"neutral","sentiment_score":0.2341652512550354},{"text":"You're welcome.","start":551.96497,"end":552.70496,"sentiment":"neutral","sentiment_score":0.3127463459968567},{"text":"Yes.","start":556.76495,"end":557.26495,"sentiment":"neutral","sentiment_score":0.021332494914531708}],"sentiment":"neutral","sentiment_score":0.3036010606835286,"num_words":12,"start":285.585,"end":557.26495},{"sentences":[{"text":"That's correct.","start":563.565,"end":564.46497,"sentiment":"neutral","sentiment_score":0.06521661207079887},{"text":"Yes.","start":568.7,"end":569.2,"sentiment":"neutral","sentiment_score":0.03117181546986103},{"text":"Domenico.","start":569.66003,"end":570.16003,"sentiment":"neutral","sentiment_score":0.03383021429181099},{"text":"Yeah.","start":572.62,"end":572.94,"sentiment":"neutral","sentiment_score":0.03265606611967087},{"text":"This is Melissa from accounts department of Airtel.","start":572.94,"end":576.24,"sentiment":"neutral","sentiment_score":0.06581479264423251}],"sentiment":"neutral","sentiment_score":0.05804689701360006,"num_words":13,"start":563.565,"end":576.24},{"sentences":[{"text":"Yes.","start":585.625,"end":585.945,"sentiment":"neutral","sentiment_score":0.00690416619181633},{"text":"Because we do have some customers who save their card details.","start":585.945,"end":591.565,"sentiment":"neutral","sentiment_score":-0.03346382013776086},{"text":"However, there are some that they are requesting to remove it.","start":591.945,"end":596.94,"sentiment":"neutral","sentiment_score":-0.12175814333287152},{"text":"Yeah.","start":605.56,"end":605.95996,"sentiment":"neutral","sentiment_score":-0.005683856084942818},{"text":"They save it from the ANZ portal.","start":605.95996,"end":608.22,"sentiment":"neutral","sentiment_score":-0.0029035097187651055}],"sentiment":"neutral","sentiment_score":-0.05569502761617543,"num_words":31,"start":585.625,"end":608.22},{"sentences":[{"text":"When they process the payment, they save it from the ANZ portal.","start":608.555,"end":612.735,"sentiment":"neutral","sentiment_score":-0.006192652586226662},{"text":"Yes.","start":623.52997,"end":624.02997,"sentiment":"neutral","sentiment_score":0.004713226109743118},{"text":"Yes.","start":625.20996,"end":625.70996,"sentiment":"neutral","sentiment_score":0.04228200390934944},{"text":"That's correct.","start":625.85,"end":626.73,"sentiment":"neutral","sentiment_score":0.07006586715579033},{"text":"In that way, when we do the automatic payment for all the save cards, that specific customer won't be charged automatically end.","start":626.73,"end":638.84503,"sentiment":"neutral","sentiment_score":0.018476238982243973}],"sentiment":"neutral","sentiment_score":0.013665589234350543,"num_words":38,"start":608.555,"end":638.84503},{"sentences":[{"text":"Yeah.","start":649.8,"end":650.04,"sentiment":"neutral","sentiment_score":0.009783146902918816},{"text":"I believe it's the what they call ecommerce facility.","start":650.04,"end":653.34,"sentiment":"neutral","sentiment_score":0.006910235931475957},{"text":"Oh, sure, Sandy.","start":662.68,"end":663.74,"sentiment":"neutral","sentiment_score":0.0785596693555514},{"text":"Thank you.","start":663.8,"end":664.62,"sentiment":"neutral","sentiment_score":0.24926889687776566},{"text":"You're welcome.","start":889.35504,"end":890.175,"sentiment":"neutral","sentiment_score":0.3171287178993225}],"sentiment":"neutral","sentiment_score":0.08473232399453134,"num_words":17,"start":649.8,"end":890.175},{"sentences":[{"text":"Not yet.","start":896.75,"end":897.39,"sentiment":"neutral","sentiment_score":-0.3193131983280182},{"text":"Because this is the only phone number that I've got, and I'm not really sure which correct email I will reach out in reference to my concern.","start":897.39,"end":906.61,"sentiment":"neutral","sentiment_score":-0.3071616154026102},{"text":"Okay.","start":915.85504,"end":916.35504,"sentiment":"neutral","sentiment_score":0.07976938784122467},{"text":"No worries.","start":1109.125,"end":1109.865,"sentiment":"neutral","sentiment_score":0.18568206578493118},{"text":"Yes, please.","start":1124.03,"end":1124.93,"sentiment":"neutral","sentiment_score":0.04417216405272484}],"sentiment":"neutral","sentiment_score":-0.24683859308852868,"num_words":34,"start":896.75,"end":1124.93},{"sentences":[{"text":"Okay.","start":1141.775,"end":1142.255,"sentiment":"neutral","sentiment_score":0.03582681342959404},{"text":"One moment, please.","start":1142.255,"end":1143.3151,"sentiment":"neutral","sentiment_score":0.032037400330106415},{"text":"So you said a alpha, n Nancy, z zebra.","start":1152.9,"end":1156.6,"sentiment":"neutral","sentiment_score":0.028540702847143013},{"text":"Right?","start":1156.74,"end":1157.24,"sentiment":"neutral","sentiment_score":0.039957195520401},{"text":"Ecommerce support at a n z dot com.","start":1157.54,"end":1164.845,"sentiment":"neutral","sentiment_score":0.022813939256593585}],"sentiment":"neutral","sentiment_score":0.027785184073515913,"num_words":22,"start":1141.775,"end":1164.845},{"sentences":[{"text":"Alright.","start":1164.845,"end":1165.345,"sentiment":"neutral","sentiment_score":0.019299648702144623},{"text":"So you mentioned card details, but it's okay just to provide the name on the card and the last four.","start":1165.805,"end":1174.78,"sentiment":"neutral","sentiment_score":-0.029167613573372365},{"text":"Right?","start":1174.78,"end":1175.18,"sentiment":"neutral","sentiment_score":-0.05899976193904877},{"text":"Because we don't have the full card details for security measure.","start":1175.18,"end":1179.36,"sentiment":"neutral","sentiment_score":-0.2747097597880797},{"text":"Yeah.","start":1194.4249,"end":1194.745,"sentiment":"neutral","sentiment_score":-0.003909094259142876}],"sentiment":"neutral","sentiment_score":-0.10731673048918738,"num_words":34,"start":1164.845,"end":1194.745},{"sentences":[{"text":"We do have.","start":1194.745,"end":1195.465,"sentiment":"neutral","sentiment_score":-0.005331721156835556},{"text":"And that's the bottom line.","start":1195.465,"end":1196.985,"sentiment":"neutral","sentiment_score":-0.05014792904257774},{"text":"That's the thing that I wanted to know.","start":1196.985,"end":1199.22,"sentiment":"neutral","sentiment_score":-0.05999960470944643},{"text":"If there's any procedure or details on how we can delete the details from our portal, a and z portal.","start":1199.5399,"end":1209.86,"sentiment":"neutral","sentiment_score":-0.07850845400243997},{"text":"Because yes.","start":1209.86,"end":1218.615,"sentiment":"neutral","sentiment_score":-0.051025311462581144}],"sentiment":"neutral","sentiment_score":-0.0636566144561297,"num_words":38,"start":1194.745,"end":1218.615},{"sentences":[{"text":"Because the customer was the one who saved the card details from the portal because they do have an access to process the payment.","start":1219.075,"end":1228.26,"sentiment":"neutral","sentiment_score":0.042390457820147276},{"text":"And then on our end, what we see is the last four digit kind of card if it's a Visa or Mastercard and the name.","start":1228.88,"end":1236.1799,"sentiment":"neutral","sentiment_score":-0.0075491094589233395},{"text":"So I'm just wondering if we have an option or access to delete this card.","start":1236.4,"end":1241.575,"sentiment":"neutral","sentiment_score":-0.31758170425891874},{"text":"I don't have, but I can provide you my email address.","start":1258.76,"end":1262.06,"sentiment":"neutral","sentiment_score":-0.12857748703523117},{"text":"Oh, yeah.","start":1267.2401,"end":1267.7201,"sentiment":"neutral","sentiment_score":0.039323823526501656}],"sentiment":"neutral","sentiment_score":-0.06845177951958273,"num_words":77,"start":1219.075,"end":1267.7201},{"sentences":[{"text":"I do have.","start":1267.7201,"end":1268.62,"sentiment":"neutral","sentiment_score":0.03955057201286157},{"text":"Yes.","start":1271.375,"end":1271.875,"sentiment":"neutral","sentiment_score":0.03654468432068825},{"text":"One moment.","start":1272.015,"end":1272.655,"sentiment":"neutral","sentiment_score":0.023369266651570797},{"text":"Okay?","start":1272.655,"end":1273.155,"sentiment":"neutral","sentiment_score":0.02142823114991188},{"text":"Let me just check.","start":1273.2151,"end":1276.435,"sentiment":"neutral","sentiment_score":0.02487485483288765}],"sentiment":"neutral","sentiment_score":0.02935114401307973,"num_words":11,"start":1267.7201,"end":1276.435},{"sentences":[{"text":"Yes.","start":1278.255,"end":1278.5751,"sentiment":"neutral","sentiment_score":0.016081413254141808},{"text":"It It doesn't show an ID, but I do see the username.","start":1278.5751,"end":1287.56,"sentiment":"neutral","sentiment_score":-0.17072132105628648},{"text":"Okay.","start":1289.8601,"end":1290.26,"sentiment":"neutral","sentiment_score":0.012386681511998177},{"text":"It's melissa, m e l I s s a, @airtel.net.au.","start":1290.26,"end":1302.435,"sentiment":"neutral","sentiment_score":0.00861373608931899},{"text":"Where can I identify that?","start":1315.11,"end":1317.0499,"sentiment":"neutral","sentiment_score":-0.03702202662825584}],"sentiment":"neutral","sentiment_score":-0.07307450103990991,"num_words":29,"start":1278.255,"end":1317.0499},{"sentences":[{"text":"It shows here ANZ word line payment solution.","start":1317.35,"end":1321.0499,"sentiment":"neutral","sentiment_score":0.008652031305246055},{"text":"CyberSource.","start":1330.375,"end":1330.875,"sentiment":"neutral","sentiment_score":0.017741581425070763},{"text":"It does show here ecommerce gateway.","start":1331.575,"end":1342.2899,"sentiment":"neutral","sentiment_score":0.014533431269228458},{"text":"Okay.","start":1360.765,"end":1361.1649,"sentiment":"neutral","sentiment_score":0.16310551762580872},{"text":"Sure.","start":1361.1649,"end":1361.645,"sentiment":"neutral","sentiment_score":0.2535104751586914}],"sentiment":"neutral","sentiment_score":0.03475143601570059,"num_words":17,"start":1317.35,"end":1361.645},{"sentences":[{"text":"And kindly include the pattern ID because prior to this, they've provided me this ID.","start":1361.645,"end":1367.505,"sentiment":"neutral","sentiment_score":0.23848490814367931},{"text":"In that way, they could easily access our accounts.","start":1367.92,"end":1371.06,"sentiment":"neutral","sentiment_score":0.26115889847278595},{"text":"85735.","start":1371.12,"end":1372.9,"sentiment":"neutral","sentiment_score":0.017496120184659958},{"text":"Seven 35.","start":1376.72,"end":1377.92,"sentiment":"neutral","sentiment_score":0.008105020970106125},{"text":"Yeah.","start":1377.92,"end":1378.42,"sentiment":"neutral","sentiment_score":0.028323261067271233}],"sentiment":"neutral","sentiment_score":0.21391904041437165,"num_words":28,"start":1361.645,"end":1378.42},{"sentences":[{"text":"Pattern ID.","start":1380.625,"end":1381.4249,"sentiment":"neutral","sentiment_score":-0.00015925709158182144},{"text":"It says in here, ecommerce gateway, pattern ID 85735.","start":1381.4249,"end":1386.5449,"sentiment":"neutral","sentiment_score":-0.002460154394308726},{"text":"Because the last time that I've called you guys, they advised me if I will be calling to easily access and identify our merchant facility.","start":1386.5449,"end":1395.9,"sentiment":"neutral","sentiment_score":-0.006615909859538078},{"text":"I will be providing these details.","start":1396.52,"end":1398.3,"sentiment":"neutral","sentiment_score":0.012288848248620829},{"text":"Okay.","start":1408.04,"end":1408.52,"sentiment":"neutral","sentiment_score":0.06860558688640594}],"sentiment":"neutral","sentiment_score":-0.0010585807870293772,"num_words":43,"start":1380.625,"end":1408.52},{"sentences":[{"text":"Go, Sandy.","start":1408.52,"end":1409.26,"sentiment":"neutral","sentiment_score":0.15811124444007874},{"text":"Thank you.","start":1409.4,"end":1410.22,"sentiment":"positive","sentiment_score":0.4799535721540451},{"text":"Mhmm.","start":1524.725,"end":1525.225,"sentiment":"neutral","sentiment_score":0.13278096914291382},{"text":"Hi.","start":1537.39,"end":1537.63,"sentiment":"neutral","sentiment_score":0.1950654685497284},{"text":"Good afternoon, Joshua.","start":1537.63,"end":1538.99,"sentiment":"neutral","sentiment_score":0.25913287202517193}],"sentiment":"neutral","sentiment_score":0.26459718743960065,"num_words":9,"start":1408.52,"end":1538.99},{"sentences":[{"text":"I'm good.","start":1538.99,"end":1539.5499,"sentiment":"positive","sentiment_score":0.42287592589855194},{"text":"Thank you for asking.","start":1539.5499,"end":1540.69,"sentiment":"positive","sentiment_score":0.5195630416274071},{"text":"So Yeah.","start":1541.47,"end":1543.33,"sentiment":"neutral","sentiment_score":0.23189478740096092},{"text":"Yeah.","start":1554.875,"end":1555.195,"sentiment":"neutral","sentiment_score":-0.07318723946809769},{"text":"Actually, we have not tried because we don't know how to do it from the portal.","start":1555.195,"end":1560.255,"sentiment":"neutral","sentiment_score":-0.20344902016222477}],"sentiment":"neutral","sentiment_score":0.0023768812417984007,"num_words":25,"start":1538.99,"end":1560.255},{"sentences":[{"text":"Mhmm.","start":1564.475,"end":1564.975,"sentiment":"neutral","sentiment_score":-0.009891907684504986},{"text":"Yes.","start":1571.25,"end":1571.75,"sentiment":"neutral","sentiment_score":0.004599305801093578},{"text":"So what is the deal is our payment gateway is the a n z portal, And then we're using a Splints.","start":1573.49,"end":1581.4349,"sentiment":"neutral","sentiment_score":0.0066868989684042476},{"text":"We're providing a customer access wherein when they process a payment, they are routed to process it through ANZ.","start":1581.575,"end":1590.715,"sentiment":"neutral","sentiment_score":0.02737022926540751},{"text":"And then they save their card.","start":1592.1599,"end":1594.26,"sentiment":"neutral","sentiment_score":0.01844800387819608}],"sentiment":"neutral","sentiment_score":0.015955305328437436,"num_words":48,"start":1564.475,"end":1594.26},{"sentences":[{"text":"Alright?","start":1595.76,"end":1596.26,"sentiment":"neutral","sentiment_score":0.02112286165356636},{"text":"So once the their card has been saved, our back end account is processing a automatic payments on a monthly basis.","start":1596.48,"end":1606.385,"sentiment":"neutral","sentiment_score":0.015756400568144664},{"text":"So all card details saved has processed this automatic payment because it's what's saved.","start":1606.4451,"end":1613.7251,"sentiment":"neutral","sentiment_score":-0.0076227344772113225},{"text":"However, there are some customers who opted to delete the saved card details prior.","start":1613.7251,"end":1620.4651,"sentiment":"neutral","sentiment_score":-0.1623587959579059},{"text":"So that's the thing that we need as support.","start":1620.62,"end":1623.12,"sentiment":"neutral","sentiment_score":-0.023547825300031237}],"sentiment":"neutral","sentiment_score":-0.03796041661368336,"num_words":59,"start":1595.76,"end":1623.12},{"sentences":[{"text":"Is there any option for us to delete the card details from our portal, a and z word line?","start":1623.5,"end":1630.64,"sentiment":"neutral","sentiment_score":-0.01769114893517996},{"text":"Yes.","start":1635.18,"end":1635.68,"sentiment":"neutral","sentiment_score":0.044857922941446304},{"text":"Our what do you call this system?","start":1640.005,"end":1644.085,"sentiment":"neutral","sentiment_score":-0.009424708118396146},{"text":"It's Yeah.","start":1644.085,"end":1646.355,"sentiment":"neutral","sentiment_score":0.0035323784686625012},{"text":"Mhmm.","start":1656.62,"end":1657.12,"sentiment":"neutral","sentiment_score":-0.004646560177206993}],"sentiment":"neutral","sentiment_score":-0.011827622229854265,"num_words":30,"start":1623.5,"end":1657.12},{"sentences":[{"text":"Yeah.","start":1686.56,"end":1687.06,"sentiment":"neutral","sentiment_score":-0.008593258447945118},{"text":"That's correct.","start":1688.64,"end":1689.4601,"sentiment":"neutral","sentiment_score":0.07369747012853622},{"text":"Mhmm.","start":1689.735,"end":1690.235,"sentiment":"neutral","sentiment_score":0.01200723648071289},{"text":"Oh, sure, Joshua.","start":1699.095,"end":1699.975,"sentiment":"neutral","sentiment_score":0.08136465400457382},{"text":"Thank you.","start":1699.975,"end":1700.375,"sentiment":"positive","sentiment_score":0.37918469309806824}],"sentiment":"neutral","sentiment_score":0.12814136294441092,"num_words":9,"start":1686.56,"end":1700.375},{"sentences":[{"text":"I'll be on the line.","start":1700.375,"end":1701.4349,"sentiment":"neutral","sentiment_score":0.22199663817882537},{"text":"A Yeah.","start":1722.875,"end":1723.915,"sentiment":"neutral","sentiment_score":0.00031361915171146393},{"text":"Please send the instruction to my email address because I'm the one in charge with this.","start":1723.915,"end":1730.075,"sentiment":"neutral","sentiment_score":-0.000684225233271718},{"text":"Melissa @airtel.net.au.","start":1730.075,"end":1733.215,"sentiment":"neutral","sentiment_score":0.015149460639804602},{"text":"Oh, sure.","start":1741.43,"end":1741.9901,"sentiment":"neutral","sentiment_score":0.1901138350367546}],"sentiment":"neutral","sentiment_score":0.05593294136364151,"num_words":27,"start":1700.375,"end":1741.9901},{"sentences":[{"text":"Thank you.","start":1741.9901,"end":1742.81,"sentiment":"positive","sentiment_score":0.40015530586242676},{"text":"Okay.","start":2058.6548,"end":2058.8948,"sentiment":"neutral","sentiment_score":0.1750539094209671},{"text":"No worries.","start":2058.8948,"end":2059.6348,"sentiment":"neutral","sentiment_score":0.1309048980474472},{"text":"Okay.","start":2083.395,"end":2083.715,"sentiment":"neutral","sentiment_score":0.0719238668680191},{"text":"That's perfect.","start":2083.715,"end":2084.695,"sentiment":"neutral","sentiment_score":0.30959491431713104}],"sentiment":"neutral","sentiment_score":0.24103600159287453,"num_words":8,"start":1741.9901,"end":2084.695},{"sentences":[{"text":"And is there any expected time frame to get the okay.","start":2084.7551,"end":2093.175,"sentiment":"neutral","sentiment_score":0.10347527773542838},{"text":"Okay.","start":2109.4949,"end":2109.9749,"sentiment":"neutral","sentiment_score":0.28860247135162354},{"text":"That's wonderful.","start":2109.9749,"end":2110.795,"sentiment":"positive","sentiment_score":0.5625123381614685},{"text":"Thank you so much for your help, Josh.","start":2111.1748,"end":2113.4348,"sentiment":"positive","sentiment_score":0.6251211613416672},{"text":"I'll just wait for their update.","start":2113.815,"end":2115.4148,"sentiment":"neutral","sentiment_score":0.009949303736599783}],"sentiment":"neutral","sentiment_score":0.2718757255684717,"num_words":28,"start":2084.7551,"end":2115.4148},{"sentences":[{"text":"Okay?","start":2115.4148,"end":2115.9148,"sentiment":"neutral","sentiment_score":0.05246848240494728},{"text":"Alright.","start":2117.1748,"end":2117.6748,"sentiment":"neutral","sentiment_score":0.06180860847234726},{"text":"Oh, sure.","start":2118.9348,"end":2119.4949,"sentiment":"neutral","sentiment_score":0.11234957724809647},{"text":"Thank you.","start":2119.4949,"end":2120.2349,"sentiment":"neutral","sentiment_score":0.2047882303595543},{"text":"Yes, ma'am.","start":2121.8948,"end":2122.7148,"sentiment":"neutral","sentiment_score":0.09872991964221}],"sentiment":"neutral","sentiment_score":0.11825156817212701,"num_words":8,"start":2115.4148,"end":2122.7148},{"sentences":[{"text":"Okay.","start":2130.82,"end":2131.32,"sentiment":"neutral","sentiment_score":0.028025737032294273},{"text":"05757165.","start":2131.7,"end":2134.44,"sentiment":"neutral","sentiment_score":0.030236970633268356},{"text":"None so far, Josh.","start":2138.415,"end":2139.535,"sentiment":"neutral","sentiment_score":0.027060926891863346},{"text":"Appreciate your help and time today.","start":2139.535,"end":2141.395,"sentiment":"positive","sentiment_score":0.5630235075950623},{"text":"Thank you.","start":2144.335,"end":2144.895,"sentiment":"positive","sentiment_score":0.764741986989975}],"sentiment":"positive","sentiment_score":0.3624379596273814,"num_words":14,"start":2130.82,"end":2144.895},{"sentences":[{"text":"Have a good one.","start":2144.895,"end":2145.9548,"sentiment":"positive","sentiment_score":0.6476891785860062},{"text":"Bye.","start":2147.135,"end":2147.635,"sentiment":"neutral","sentiment_score":-0.09913023561239244}],"sentiment":"positive","sentiment_score":0.49832529574632645,"num_words":5,"start":2144.895,"end":2147.635}]}}]},{"alternatives":[{"transcript":"Welcome to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key. Please enter your merchant ID or VP number followed by the hash key. For technical issues or assistance using your merchant facility, press 1. For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2. To inquire about making changes to your existing merchant facility, press 3. To inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4. For billing inquiries, press 5. To hear these options again, press 8. For assistance for issues using a terminal connected to your point of sale, press 1. For assistance for issues using all other terminals, press 2. For assistance for issues using your ecommerce facility, press 3. To return to the main menu, press 7. To hear these opt Please have your merchant ID ready. This can be found at the top of your receipts or on your statement. One moment while your call is transferred. Your call may be recorded for the purposes described in ANZ Worldwide Payment Solutions privacy policy, which is available at our website. Thank you for waiting. An operator will be with you shortly. We apologize for the continuing delay. We appreciate that your time is important, and we'll ensure that your call is answered as soon as possible. Your estimated wait time is less than thirty seconds. Instead of waiting on hold, you can get a callback from the next available agent by pressing 1. Otherwise, stay on line, and the next available operator will answer your call. Welcome to agent of online payment solutions. You're speaking with Santi. How may I help you today? Okay. And what's the terminal ID number or a VP number for me to first pull up the account? Yep. Alright. Can I just quickly put you on hold, load these details, and get back to you within three to five minutes? Thank you. Sure. Thank you. Thank you so much for being on hold with hello? Hi. Is this for A to A U Proprietary Limited? Trading at 217520 Collins Street, Melbourne Street, Melbourne 3000. And the primary contact number ending with 3799. Perfect. And whom am I speaking to? Perfect. Thank you so much for confirming the details, Melissa. So you wanted to remove the card details from the portal? Yeah. Mhmm. Mhmm. Okay. So when you mentioned card details, are those card details saved on your portal? Or so where did you mhmm. Okay. Okay. So you want to remove the merchant's customer's card details from your AMSED portal. Is that correct? Yep. Mhmm. So is this an eGates facility that you're talking about, or is this okay. Just bear with me. Just checking from my end as well. Ecommerce facility. Okay. Can I just quickly put you again on hold, check through my systems, and get back to you within three to five minutes, please? Thank Thank you so much for being on hold with me, Melissa. Alright. So have you tried to email ecommerce team in regards with this inquiry? Okay. Okay. I'm just checking along with this as well to give you more information. I just quickly need few more minutes of yours for me to go ahead, check that, and get back to you. Okay? I would just be back in three to five minutes. Thank you. Thank you so much for being on hold with me, Melissa. Alright. I would advise you to email ecommerce team with all the details and the card details of the customer and the card details that you wanted to remove from your ANZ portal. And do you want me to provide you with the email address? So it's anzecommercesupport@anz.com. Sure. Yep. Yep. Support a n zed dot com. Okay. So we can't provide that. Yes. I totally understand that. Because as this is through the ecommerce team, so Mhmm. Do you have any online portal right now with you? Yep. So we can't update or add in through the details. So you want to delete the details. Correct? Mhmm. Yep. Yep. Okay. In this case, I have to escalate this case and put you to escalations department where they will be able to assist you with this inquiry. Do you have your ID, your ecommerce ID, or any ID for me to put in through? Not the email address, but the portal. So do you log in in through eGate portal or ecommerce portal? Sure. Yeah. What's the username? Mhmm. Yep. So do you use e cyber source or MPGS? Which portal is this? So mhmm. Okay. So is it CyberSource, Or is it MPGS? Ecommerce gateway. Okay. What I would do is I would just have to put you through the escalations department where they will be able to assist you with this inquiry. For that, I would just have to pop you on hold for about three to five minutes, bring my consultant online, and they can assist you. Okay? Thank you. 85735. So what number is that? Alright. In this case, I have to put you through the escalations department and give them these details, and they can assist you. For that, I would just have to pop you on hold for about three to five minutes. Okay? Thank you. All good. Thank you for being on hold with me, Melissa. I do have Joshua from the escalations department, and I have provided him with all the details, and he will be able to assist you. And, Joshua, that's Melissa. Thanks for that, Sandy. Good afternoon, Melissa. How are you today? That's good. Yes. My colleague's given me some information in regards to the inquiry, Melissa. I understand that you were you were unable to remove a customer's card details from the portal. Is that correct? No. That's alright. Yeah. Okay. So just taking a look at your facility here. So were you or have you processed a transaction using this customer's card details before? Yeah. Yeah. Yeah. Yeah. Yeah. Okay. Alright. Ah, yes. I understand. Yeah. So the you're using Anet as a gateway for your website. Right? What was your what was your provider name, Melissa? Or which provider were you using? Yeah. Splingx, was it? Okay. Let me just note this down. Yeah. So for this for this inquiry, Melissa, I will need to tie in our ecommerce support team. But what I'll do is I'll I'll I'll communicate with that team just to let them know exactly what's happened, and then they can give you the process onto your email as well there, Melissa. But yeah. So just wanting to clarify. So you are using ANZ as a gateway, and your provider is with Splinks. You've got customers who are on a subscription based on subscription based payments, and some customers were just wanting to cancel subscription or they were just wanting to delete their card details from the system. Right? Yeah. I understand. Yeah. Okay. Let me communicate this with the ecommerce team now, Melissa. Would you mind if I place you on a brief hold while I do that, and then I'll provide you with an update afterwards? Would that be okay? Alright. Alright. Thank you so much. Also, Melissa, I've got an email address here. So our ecommerce team, they do not have a direct line, but they'll be able to provide you with or communicate to you via email. I've got an email address here, which is dominico@airtel.net.au. Or did you want them to send it to your email address if you've got another one? Mhmm. Ah, yes. I can see you provided that to my colleague as well. Alright. Beautiful. Okay. Melissa, I'll just place you on a brief hold. I'll I'll get back to you in about three to four minutes if that's okay. Thank you so much. One of you too. Hi there, Melissa. Thank you so much for waiting on the line. Alright, Melissa. So I've reached out to our ecommerce team to investigate. I've given them all the information in regards to your inquiry. But, yes, they will just have to investigate and take a look because with our different providers, there are different processes in place for that. So what they'll do is once they've got an outcome, they'll reach out to you onto your email address just to give you the process on how to remove the cardholder's details there. Okay? Yes. Alright. And on oh, yes. So it should just be around one business day for that one. So if it's not by today, it should be by tomorrow. But yes. But if I would that as well, once you receive the email, they are contactable through that same email as well. So once you once they reach out to you, you can just respond back to that email address if you have any further inquiries in regards to the online facility. No worries. Yep. No worries. Would you like a call reference for this call as well? Of course. Whenever you're ready. Alright. It's 05757165. That's correct. And was there anything else at all that I could assist you with while you've got me here? Okay. No worries. You'll hear from the team soon. Okay? Thank you so much. Bye. Have a good day. 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to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key. Please enter your merchant ID or VP number followed by the hash key. For technical issues or assistance using your merchant facility, press 1. For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2.\n\nTo inquire about making changes to your existing merchant facility, press 3. To inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4. For billing inquiries, press 5. To hear these options again, press 8. For assistance for issues using a terminal connected to your point of sale, press 1.\n\nFor assistance for issues using all other terminals, press 2. For assistance for issues using your ecommerce facility, press 3. To return to the main menu, press 7. To hear these opt Please have your merchant ID ready. This can be found at the top of your receipts or on your statement.\n\nOne moment while your call is transferred. Your call may be recorded for the purposes described in ANZ Worldwide Payment Solutions privacy policy, which is available at our website. Thank you for waiting. An operator will be with you shortly. We apologize for the continuing delay.\n\nWe appreciate that your time is important, and we'll ensure that your call is answered as soon as possible. Your estimated wait time is less than thirty seconds. Instead of waiting on hold, you can get a callback from the next available agent by pressing 1. Otherwise, stay on line, and the next available operator will answer your call. Welcome to agent of online payment solutions.\n\nYou're speaking with Santi. How may I help you today? Okay. And what's the terminal ID number or a VP number for me to first pull up the account? Yep.\n\nAlright. Can I just quickly put you on hold, load these details, and get back to you within three to five minutes? Thank you. Sure. Thank you.\n\nThank you so much for being on hold with hello? Hi. Is this for A to A U Proprietary Limited? Trading at 217520 Collins Street, Melbourne Street, Melbourne 3000. And the primary contact number ending with 3799.\n\nPerfect. And whom am I speaking to? Perfect. Thank you so much for confirming the details, Melissa. So you wanted to remove the card details from the portal?\n\nYeah. Mhmm. Mhmm. Okay. So when you mentioned card details, are those card details saved on your portal?\n\nOr so where did you mhmm. Okay. Okay. So you want to remove the merchant's customer's card details from your AMSED portal. Is that correct?\n\nYep. Mhmm. So is this an eGates facility that you're talking about, or is this okay. Just bear with me. Just checking from my end as well.\n\nEcommerce facility. Okay. Can I just quickly put you again on hold, check through my systems, and get back to you within three to five minutes, please? Thank Thank you so much for being on hold with me, Melissa. Alright.\n\nSo have you tried to email ecommerce team in regards with this inquiry? Okay. Okay. I'm just checking along with this as well to give you more information. I just quickly need few more minutes of yours for me to go ahead, check that, and get back to you.\n\nOkay? I would just be back in three to five minutes. Thank you. Thank you so much for being on hold with me, Melissa. Alright.\n\nI would advise you to email ecommerce team with all the details and the card details of the customer and the card details that you wanted to remove from your ANZ portal. And do you want me to provide you with the email address? So it's anzecommercesupport@anz.com. Sure. Yep.\n\nYep. Support a n zed dot com. Okay. So we can't provide that. Yes.\n\nI totally understand that. Because as this is through the ecommerce team, so Mhmm. Do you have any online portal right now with you? Yep. So we can't update or add in through the details.\n\nSo you want to delete the details. Correct? Mhmm. Yep. Yep.\n\nOkay. In this case, I have to escalate this case and put you to escalations department where they will be able to assist you with this inquiry. Do you have your ID, your ecommerce ID, or any ID for me to put in through? Not the email address, but the portal. So do you log in in through eGate portal or ecommerce portal?\n\nSure. Yeah. What's the username? Mhmm. Yep.\n\nSo do you use e cyber source or MPGS? Which portal is this? So mhmm. Okay. So is it CyberSource, Or is it MPGS?\n\nEcommerce gateway. Okay. What I would do is I would just have to put you through the escalations department where they will be able to assist you with this inquiry. For that, I would just have to pop you on hold for about three to five minutes, bring my consultant online, and they can assist you. Okay?\n\nThank you. 85735. So what number is that? Alright. In this case, I have to put you through the escalations department and give them these details, and they can assist you.\n\nFor that, I would just have to pop you on hold for about three to five minutes. Okay? Thank you. All good. Thank you for being on hold with me, Melissa.\n\nI do have Joshua from the escalations department, and I have provided him with all the details, and he will be able to assist you. And, Joshua, that's Melissa. Thanks for that, Sandy. Good afternoon, Melissa. How are you today?\n\nThat's good. Yes. My colleague's given me some information in regards to the inquiry, Melissa. I understand that you were you were unable to remove a customer's card details from the portal. Is that correct?\n\nNo. That's alright. Yeah. Okay. So just taking a look at your facility here.\n\nSo were you or have you processed a transaction using this customer's card details before? Yeah. Yeah. Yeah. Yeah.\n\nYeah. Okay. Alright. Ah, yes. I understand.\n\nYeah. So the you're using Anet as a gateway for your website. Right? What was your what was your provider name, Melissa? Or which provider were you using?\n\nYeah. Splingx, was it? Okay. Let me just note this down. Yeah.\n\nSo for this for this inquiry, Melissa, I will need to tie in our ecommerce support team. But what I'll do is I'll I'll I'll communicate with that team just to let them know exactly what's happened, and then they can give you the process onto your email as well there, Melissa. But yeah. So just wanting to clarify. So you are using ANZ as a gateway, and your provider is with Splinks.\n\nYou've got customers who are on a subscription based on subscription based payments, and some customers were just wanting to cancel subscription or they were just wanting to delete their card details from the system. Right? Yeah. I understand. Yeah.\n\nOkay. Let me communicate this with the ecommerce team now, Melissa. Would you mind if I place you on a brief hold while I do that, and then I'll provide you with an update afterwards? Would that be okay? Alright.\n\nAlright. Thank you so much. Also, Melissa, I've got an email address here. So our ecommerce team, they do not have a direct line, but they'll be able to provide you with or communicate to you via email. I've got an email address here, which is dominico@airtel.net.au.\n\nOr did you want them to send it to your email address if you've got another one? Mhmm. Ah, yes. I can see you provided that to my colleague as well. Alright.\n\nBeautiful. Okay. Melissa, I'll just place you on a brief hold. I'll I'll get back to you in about three to four minutes if that's okay. Thank you so much.\n\nOne of you too. Hi there, Melissa. Thank you so much for waiting on the line. Alright, Melissa. So I've reached out to our ecommerce team to investigate.\n\nI've given them all the information in regards to your inquiry. But, yes, they will just have to investigate and take a look because with our different providers, there are different processes in place for that. So what they'll do is once they've got an outcome, they'll reach out to you onto your email address just to give you the process on how to remove the cardholder's details there. Okay? Yes.\n\nAlright. And on oh, yes. So it should just be around one business day for that one. So if it's not by today, it should be by tomorrow. But yes.\n\nBut if I would that as well, once you receive the email, they are contactable through that same email as well. So once you once they reach out to you, you can just respond back to that email address if you have any further inquiries in regards to the online facility. No worries. Yep. No worries.\n\nWould you like a call reference for this call as well? Of course. Whenever you're ready. Alright. It's 05757165.\n\nThat's correct. And was there anything else at all that I could assist you with while you've got me here? Okay. No worries. You'll hear from the team soon.\n\nOkay? Thank you so much. Bye. Have a good day. Bye.","paragraphs":[{"sentences":[{"text":"Welcome to ANZ Worldline Payment Solutions merchant services.","start":1.28,"end":5.38,"sentiment":"positive","sentiment_score":0.351369921118021},{"text":"Please enter your merchant ID or VP number followed by the hash key.","start":9.12,"end":17.025,"sentiment":"neutral","sentiment_score":0.06913566073546043},{"text":"Please enter your merchant ID or VP number followed by the hash key.","start":27.36,"end":32.1,"sentiment":"neutral","sentiment_score":0.037411415233061865},{"text":"For technical issues or assistance using your merchant facility, press 1.","start":39.120003,"end":44.075,"sentiment":"neutral","sentiment_score":0.0564100481569767},{"text":"For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 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delay.","start":209.255,"end":211.595,"sentiment":"negative","sentiment_score":-0.3782522976398468}],"sentiment":"neutral","sentiment_score":0.0065603090207213945,"num_words":46,"start":99.045006,"end":211.595},{"sentences":[{"text":"We appreciate that your time is important, and we'll ensure that your call is answered as soon as possible.","start":211.895,"end":217.435,"sentiment":"neutral","sentiment_score":-0.010261653677413338},{"text":"Your estimated wait time is less than thirty seconds.","start":219.335,"end":225.66,"sentiment":"neutral","sentiment_score":-0.23334234787358177},{"text":"Instead of waiting on hold, you can get a callback from the next available agent by pressing 1.","start":228.76,"end":233.98,"sentiment":"neutral","sentiment_score":-0.12043541255924436},{"text":"Otherwise, stay on line, and the next available operator will answer your call.","start":234.36,"end":238.755,"sentiment":"neutral","sentiment_score":-0.0000412134596934692},{"text":"Welcome to agent of online payment solutions.","start":247.61499,"end":249.69499,"sentiment":"positive","sentiment_score":0.3478984705039433}],"sentiment":"neutral","sentiment_score":-0.030729340276483334,"num_words":66,"start":211.895,"end":249.69499},{"sentences":[{"text":"You're speaking with Santi.","start":249.69499,"end":250.815,"sentiment":"positive","sentiment_score":0.4374621734023094},{"text":"How may I help you today?","start":250.815,"end":251.91,"sentiment":"positive","sentiment_score":0.5011633733908335},{"text":"Okay.","start":266.455,"end":266.955,"sentiment":"neutral","sentiment_score":0.02033614367246628},{"text":"And what's the terminal ID number or a VP number for me to first pull up the account?","start":267.01498,"end":271.115,"sentiment":"neutral","sentiment_score":0.0003098941718538602},{"text":"Yep.","start":277.57498,"end":278.07498,"sentiment":"neutral","sentiment_score":-0.008096719160676003}],"sentiment":"neutral","sentiment_score":0.15915488178531328,"num_words":30,"start":249.69499,"end":278.07498},{"sentences":[{"text":"Alright.","start":280.11002,"end":280.51,"sentiment":"neutral","sentiment_score":-0.05835183337330818},{"text":"Can I just quickly put you on hold, load these details, and get back to you within three to five minutes?","start":280.51,"end":284.53,"sentiment":"neutral","sentiment_score":0.08743918509710402},{"text":"Thank you.","start":286.03,"end":286.85,"sentiment":"positive","sentiment_score":0.5022319108247757},{"text":"Sure.","start":287.95,"end":288.27,"sentiment":"neutral","sentiment_score":0.2673081159591675},{"text":"Thank you.","start":288.27,"end":289.01,"sentiment":"positive","sentiment_score":0.42397552728652954}],"sentiment":"neutral","sentiment_score":0.1443553350313946,"num_words":27,"start":280.11002,"end":289.01},{"sentences":[{"text":"Thank you so much for being on hold with hello?","start":548.005,"end":552.345,"sentiment":"positive","sentiment_score":0.4152688518166542},{"text":"Hi.","start":553.205,"end":553.685,"sentiment":"neutral","sentiment_score":0.06379667669534683},{"text":"Is this for A to A U Proprietary Limited?","start":553.685,"end":556.105,"sentiment":"neutral","sentiment_score":0.03284672502842215},{"text":"Trading at 217520 Collins Street, Melbourne Street, Melbourne 3000.","start":557.94,"end":563.0,"sentiment":"neutral","sentiment_score":0.03078976532237397},{"text":"And the primary contact number ending with 3799.","start":564.58,"end":568.2001,"sentiment":"neutral","sentiment_score":0.03164261276833713}],"sentiment":"neutral","sentiment_score":0.13627985162610137,"num_words":37,"start":548.005,"end":568.2001},{"sentences":[{"text":"Perfect.","start":569.775,"end":570.255,"sentiment":"neutral","sentiment_score":0.09748943150043488},{"text":"And whom am I speaking to?","start":570.255,"end":572.275,"sentiment":"neutral","sentiment_score":0.03283454446742932},{"text":"Perfect.","start":576.975,"end":577.375,"sentiment":"neutral","sentiment_score":0.2503800094127655},{"text":"Thank you so much for confirming the details, Melissa.","start":577.375,"end":580.195,"sentiment":"positive","sentiment_score":0.3841847876707713},{"text":"So you wanted to remove the card details from the portal?","start":580.255,"end":584.275,"sentiment":"neutral","sentiment_score":-0.02981181205673651}],"sentiment":"neutral","sentiment_score":0.13123606657609344,"num_words":28,"start":569.775,"end":584.275},{"sentences":[{"text":"Yeah.","start":589.36,"end":589.86,"sentiment":"neutral","sentiment_score":-0.016949156299233437},{"text":"Mhmm.","start":592.16003,"end":592.66003,"sentiment":"neutral","sentiment_score":-0.08488257229328156},{"text":"Mhmm.","start":593.2,"end":593.7,"sentiment":"neutral","sentiment_score":-0.0737343579530716},{"text":"Okay.","start":597.52496,"end":598.02496,"sentiment":"neutral","sentiment_score":-0.025486288592219353},{"text":"So when you mentioned card details, are those card details saved on your portal?","start":598.245,"end":603.685,"sentiment":"neutral","sentiment_score":-0.014669685757585935}],"sentiment":"neutral","sentiment_score":-0.02257933198577828,"num_words":18,"start":589.36,"end":603.685},{"sentences":[{"text":"Or so where did you mhmm.","start":603.685,"end":609.46497,"sentiment":"neutral","sentiment_score":-0.007188164066368093},{"text":"Okay.","start":611.365,"end":611.865,"sentiment":"neutral","sentiment_score":-0.012165265157818794},{"text":"Okay.","start":615.9,"end":616.4,"sentiment":"neutral","sentiment_score":-0.001904994249343872},{"text":"So you want to remove the merchant's customer's card details from your AMSED portal.","start":616.62,"end":624.54004,"sentiment":"neutral","sentiment_score":-0.007917856265391623},{"text":"Is that correct?","start":624.54004,"end":625.395,"sentiment":"neutral","sentiment_score":0.02613256188730399}],"sentiment":"neutral","sentiment_score":-0.003586061834357679,"num_words":25,"start":603.685,"end":625.395},{"sentences":[{"text":"Yep.","start":630.275,"end":630.775,"sentiment":"neutral","sentiment_score":0.02592107467353344},{"text":"Mhmm.","start":631.715,"end":632.215,"sentiment":"neutral","sentiment_score":0.0011878730729222298},{"text":"So is this an eGates facility that you're talking about, or is this okay.","start":639.59,"end":646.15,"sentiment":"neutral","sentiment_score":-0.007698275348437684},{"text":"Just bear with me.","start":646.15,"end":646.95,"sentiment":"neutral","sentiment_score":-0.008036430925130844},{"text":"Just checking from my end as well.","start":646.95,"end":648.81,"sentiment":"neutral","sentiment_score":0.0020203422755002975}],"sentiment":"neutral","sentiment_score":-0.0036544531445812296,"num_words":27,"start":630.275,"end":648.81},{"sentences":[{"text":"Ecommerce facility.","start":653.91003,"end":655.05,"sentiment":"neutral","sentiment_score":0.014397920109331608},{"text":"Okay.","start":655.565,"end":656.065,"sentiment":"neutral","sentiment_score":0.05419730022549629},{"text":"Can I just quickly put you again on hold, check through my systems, and get back to you within three to five minutes, please?","start":657.485,"end":662.46497,"sentiment":"neutral","sentiment_score":0.0789699653784434},{"text":"Thank Thank you so much for being on hold with me, Melissa.","start":663.885,"end":888.24506,"sentiment":"positive","sentiment_score":0.3878776753942172},{"text":"Alright.","start":890.59,"end":891.07,"sentiment":"neutral","sentiment_score":0.1297561675310135}],"sentiment":"neutral","sentiment_score":0.1690640145447105,"num_words":40,"start":653.91003,"end":891.07},{"sentences":[{"text":"So have you tried to email ecommerce team in regards with this inquiry?","start":891.07,"end":895.41003,"sentiment":"neutral","sentiment_score":0.08292318393404667},{"text":"Okay.","start":904.725,"end":905.225,"sentiment":"neutral","sentiment_score":-0.1927035301923752},{"text":"Okay.","start":907.365,"end":907.685,"sentiment":"neutral","sentiment_score":-0.00832044705748558},{"text":"I'm just checking along with this as well to give you more information.","start":907.685,"end":910.96497,"sentiment":"neutral","sentiment_score":0.0699594708589407},{"text":"I just quickly need few more minutes of yours for me to go ahead, check that, and get back to you.","start":910.96497,"end":914.805,"sentiment":"neutral","sentiment_score":0.09172965195916948}],"sentiment":"neutral","sentiment_score":0.07577088216737825,"num_words":49,"start":891.07,"end":914.805},{"sentences":[{"text":"Okay?","start":914.805,"end":915.305,"sentiment":"neutral","sentiment_score":0.06499248743057251},{"text":"I would just be back in three to five minutes.","start":916.40497,"end":918.245,"sentiment":"neutral","sentiment_score":0.10928062424063682},{"text":"Thank you.","start":918.245,"end":918.985,"sentiment":"positive","sentiment_score":0.5533042550086975},{"text":"Thank you so much for being on hold with me, Melissa.","start":1105.9851,"end":1108.3251,"sentiment":"positive","sentiment_score":0.5685189393433657},{"text":"Alright.","start":1110.0701,"end":1110.4701,"sentiment":"neutral","sentiment_score":0.1232316717505455}],"sentiment":"positive","sentiment_score":0.34565388977527617,"num_words":25,"start":914.805,"end":1110.4701},{"sentences":[{"text":"I would advise you to email ecommerce team with all the details and the card details of the customer and the card details that you wanted to remove from your ANZ portal.","start":1110.4701,"end":1120.17,"sentiment":"neutral","sentiment_score":0.03379023028537631},{"text":"And do you want me to provide you with the email address?","start":1120.31,"end":1122.89,"sentiment":"neutral","sentiment_score":0.026264721527695656},{"text":"So it's anzecommercesupport@anz.com.","start":1125.3151,"end":1136.61,"sentiment":"neutral","sentiment_score":0.03492235392332077},{"text":"Sure.","start":1143.65,"end":1144.15,"sentiment":"neutral","sentiment_score":0.05607965588569641},{"text":"Yep.","start":1157.165,"end":1157.645,"sentiment":"neutral","sentiment_score":0.03480739891529083}],"sentiment":"neutral","sentiment_score":0.03249220702112937,"num_words":49,"start":1110.4701,"end":1157.645},{"sentences":[{"text":"Yep.","start":1157.645,"end":1158.145,"sentiment":"neutral","sentiment_score":0.03467998653650284},{"text":"Support a n zed dot com.","start":1159.005,"end":1162.9451,"sentiment":"neutral","sentiment_score":0.031765264769395195},{"text":"Okay.","start":1180.375,"end":1180.875,"sentiment":"neutral","sentiment_score":-0.19303879141807556},{"text":"So we can't provide that.","start":1180.9349,"end":1182.615,"sentiment":"neutral","sentiment_score":-0.26658701002597807},{"text":"Yes.","start":1182.615,"end":1182.855,"sentiment":"neutral","sentiment_score":-0.06199316680431366}],"sentiment":"neutral","sentiment_score":-0.09733538808567184,"num_words":14,"start":1157.645,"end":1182.855},{"sentences":[{"text":"I totally understand that.","start":1182.855,"end":1184.375,"sentiment":"neutral","sentiment_score":-0.062013862654566765},{"text":"Because as this is through the ecommerce team, so Mhmm.","start":1184.375,"end":1188.475,"sentiment":"neutral","sentiment_score":-0.08095558770000935},{"text":"Do you have any online portal right now with you?","start":1189.015,"end":1193.49,"sentiment":"neutral","sentiment_score":-0.040393999218940733},{"text":"Yep.","start":1199.65,"end":1200.15,"sentiment":"neutral","sentiment_score":-0.05455055087804794},{"text":"So we can't update or add in through the details.","start":1209.295,"end":1214.435,"sentiment":"neutral","sentiment_score":-0.1080141592770815}],"sentiment":"neutral","sentiment_score":-0.07417838467018945,"num_words":35,"start":1182.855,"end":1214.435},{"sentences":[{"text":"So you want to delete the details.","start":1214.8151,"end":1216.995,"sentiment":"neutral","sentiment_score":-0.0717603053365435},{"text":"Correct?","start":1217.055,"end":1217.555,"sentiment":"neutral","sentiment_score":-0.0339142307639122},{"text":"Mhmm.","start":1232.8099,"end":1233.3099,"sentiment":"neutral","sentiment_score":-0.02026539295911789},{"text":"Yep.","start":1235.69,"end":1235.77,"sentiment":"neutral","sentiment_score":-0.013913940638303757},{"text":"Yep.","start":1235.77,"end":1236.27,"sentiment":"neutral","sentiment_score":-0.0828612893819809}],"sentiment":"neutral","sentiment_score":-0.0593888173726472,"num_words":11,"start":1214.8151,"end":1236.27},{"sentences":[{"text":"Okay.","start":1242.4149,"end":1242.895,"sentiment":"neutral","sentiment_score":-0.07492554932832718},{"text":"In this case, I have to escalate this case and put you to escalations department where they will be able to assist you with this inquiry.","start":1242.895,"end":1250.4349,"sentiment":"neutral","sentiment_score":0.007472944660828664},{"text":"Do you have your ID, your ecommerce ID, or any ID for me to put in through?","start":1251.09,"end":1256.87,"sentiment":"neutral","sentiment_score":-0.006916589966482099},{"text":"Not the email address, but the portal.","start":1263.425,"end":1265.425,"sentiment":"neutral","sentiment_score":-0.083695616040911},{"text":"So do you log in in through eGate portal or ecommerce portal?","start":1265.425,"end":1270.005,"sentiment":"neutral","sentiment_score":-0.0005639115503678722}],"sentiment":"neutral","sentiment_score":-0.009378528070916969,"num_words":63,"start":1242.4149,"end":1270.005},{"sentences":[{"text":"Sure.","start":1273.665,"end":1274.165,"sentiment":"neutral","sentiment_score":0.04647837579250336},{"text":"Yeah.","start":1288.21,"end":1288.37,"sentiment":"neutral","sentiment_score":-0.05177083611488342},{"text":"What's the username?","start":1288.37,"end":1289.27,"sentiment":"neutral","sentiment_score":-0.032662405321995415},{"text":"Mhmm.","start":1292.175,"end":1292.675,"sentiment":"neutral","sentiment_score":0.004115091636776924},{"text":"Yep.","start":1296.655,"end":1297.155,"sentiment":"neutral","sentiment_score":0.019573021680116653}],"sentiment":"neutral","sentiment_score":-0.011370223281638963,"num_words":7,"start":1273.665,"end":1297.155},{"sentences":[{"text":"So do you use e cyber source or MPGS?","start":1306.09,"end":1309.87,"sentiment":"neutral","sentiment_score":-0.007735525723546743},{"text":"Which portal is this?","start":1310.01,"end":1311.31,"sentiment":"neutral","sentiment_score":-0.03351147752255201},{"text":"So mhmm.","start":1317.695,"end":1319.315,"sentiment":"neutral","sentiment_score":0.0019241943955421448},{"text":"Okay.","start":1322.255,"end":1322.575,"sentiment":"neutral","sentiment_score":0.02777766063809395},{"text":"So is it CyberSource, Or is it MPGS?","start":1322.575,"end":1335.7,"sentiment":"neutral","sentiment_score":0.005222589476034045}],"sentiment":"neutral","sentiment_score":-0.00542745318186159,"num_words":24,"start":1306.09,"end":1335.7},{"sentences":[{"text":"Ecommerce gateway.","start":1343.28,"end":1344.42,"sentiment":"neutral","sentiment_score":0.02814064919948578},{"text":"Okay.","start":1344.64,"end":1345.14,"sentiment":"neutral","sentiment_score":0.09374292939901352},{"text":"What I would do is I would just have to put you through the escalations department where they will be able to assist you with this inquiry.","start":1345.275,"end":1354.095,"sentiment":"neutral","sentiment_score":0.1585932484379521},{"text":"For that, I would just have to pop you on hold for about three to five minutes, bring my consultant online, and they can assist you.","start":1354.3151,"end":1359.8351,"sentiment":"neutral","sentiment_score":0.11452451978738491},{"text":"Okay?","start":1359.8351,"end":1360.3351,"sentiment":"neutral","sentiment_score":0.11403767019510268}],"sentiment":"neutral","sentiment_score":0.1319950371980667,"num_words":57,"start":1343.28,"end":1360.3351},{"sentences":[{"text":"Thank you.","start":1362.03,"end":1362.69,"sentiment":"positive","sentiment_score":0.5811454951763153},{"text":"85735.","start":1374.6699,"end":1377.475,"sentiment":"neutral","sentiment_score":0.007544459775090218},{"text":"So what number is that?","start":1378.1749,"end":1379.875,"sentiment":"neutral","sentiment_score":-0.007534642517566681},{"text":"Alright.","start":1398.78,"end":1399.1799,"sentiment":"neutral","sentiment_score":0.06004727631807327},{"text":"In this case, I have to put you through the escalations department and give them these details, and they can assist you.","start":1399.1799,"end":1404.465,"sentiment":"neutral","sentiment_score":0.060163074427030304}],"sentiment":"neutral","sentiment_score":0.08115474681460089,"num_words":31,"start":1362.03,"end":1404.465},{"sentences":[{"text":"For that, I would just have to pop you on hold for about three to five minutes.","start":1404.465,"end":1407.345,"sentiment":"neutral","sentiment_score":0.035103115527068865},{"text":"Okay?","start":1407.345,"end":1407.845,"sentiment":"neutral","sentiment_score":0.04243886098265648},{"text":"Thank you.","start":1409.025,"end":1409.845,"sentiment":"positive","sentiment_score":0.4114416390657425},{"text":"All good.","start":1410.465,"end":1411.205,"sentiment":"positive","sentiment_score":0.4732951372861862},{"text":"Thank you for being on hold with me, Melissa.","start":1521.965,"end":1523.905,"sentiment":"positive","sentiment_score":0.5054026610321469}],"sentiment":"neutral","sentiment_score":0.22442868796567764,"num_words":31,"start":1404.465,"end":1523.905},{"sentences":[{"text":"I do have Joshua from the escalations department, and I have provided him with all the details, and he will be able to assist you.","start":1525.67,"end":1531.75,"sentiment":"neutral","sentiment_score":0.2193342524766922},{"text":"And, Joshua, that's Melissa.","start":1531.75,"end":1533.2101,"sentiment":"neutral","sentiment_score":0.18671683594584465},{"text":"Thanks for that, Sandy.","start":1533.59,"end":1534.65,"sentiment":"positive","sentiment_score":0.5014708116650581},{"text":"Good afternoon, Melissa.","start":1534.79,"end":1535.99,"sentiment":"positive","sentiment_score":0.42085857192675274},{"text":"How are you today?","start":1535.99,"end":1536.81,"sentiment":"positive","sentiment_score":0.3626958578824997}],"sentiment":"neutral","sentiment_score":0.2737366512417793,"num_words":40,"start":1525.67,"end":1536.81},{"sentences":[{"text":"That's good.","start":1541.235,"end":1541.9751,"sentiment":"positive","sentiment_score":0.37480035424232483},{"text":"Yes.","start":1542.275,"end":1542.775,"sentiment":"neutral","sentiment_score":0.158752903342247},{"text":"My colleague's given me some information in regards to the inquiry, Melissa.","start":1543.9551,"end":1547.255,"sentiment":"neutral","sentiment_score":0.0007327747104379038},{"text":"I understand that you were you were unable to remove a customer's card details from the portal.","start":1547.4751,"end":1553.1,"sentiment":"neutral","sentiment_score":-0.1327147010494681},{"text":"Is that correct?","start":1553.1,"end":1553.92,"sentiment":"neutral","sentiment_score":-0.053914058953523636}],"sentiment":"neutral","sentiment_score":-0.04287843389569649,"num_words":35,"start":1541.235,"end":1553.92},{"sentences":[{"text":"No.","start":1559.74,"end":1559.98,"sentiment":"neutral","sentiment_score":-0.2111186981201172},{"text":"That's alright.","start":1559.98,"end":1560.72,"sentiment":"neutral","sentiment_score":-0.08797982893884182},{"text":"Yeah.","start":1560.78,"end":1561.1,"sentiment":"neutral","sentiment_score":-0.02867441624403},{"text":"Okay.","start":1561.1,"end":1561.42,"sentiment":"neutral","sentiment_score":-0.014330548234283924},{"text":"So just taking a look at your facility here.","start":1561.42,"end":1564.08,"sentiment":"neutral","sentiment_score":-0.003174497332010004}],"sentiment":"neutral","sentiment_score":-0.03276098546172891,"num_words":14,"start":1559.74,"end":1564.08},{"sentences":[{"text":"So were you or have you processed a transaction using this customer's card details before?","start":1565.545,"end":1570.525,"sentiment":"neutral","sentiment_score":-0.028041521459817885},{"text":"Yeah.","start":1572.3451,"end":1572.8451,"sentiment":"neutral","sentiment_score":-0.0006759371608495712},{"text":"Yeah.","start":1592.29,"end":1592.79,"sentiment":"neutral","sentiment_score":0.02950376272201538},{"text":"Yeah.","start":1607.305,"end":1607.805,"sentiment":"neutral","sentiment_score":0.0038551688194274902},{"text":"Yeah.","start":1608.905,"end":1609.405,"sentiment":"neutral","sentiment_score":-0.00884227454662323}],"sentiment":"neutral","sentiment_score":-0.020883268529647274,"num_words":19,"start":1565.545,"end":1609.405},{"sentences":[{"text":"Yeah.","start":1621.41,"end":1621.91,"sentiment":"neutral","sentiment_score":-0.02949007786810398},{"text":"Okay.","start":1623.665,"end":1624.165,"sentiment":"neutral","sentiment_score":0.01638476550579071},{"text":"Alright.","start":1625.825,"end":1626.325,"sentiment":"neutral","sentiment_score":-0.01759074628353119},{"text":"Ah, yes.","start":1629.825,"end":1630.645,"sentiment":"neutral","sentiment_score":0.011580879800021648},{"text":"I understand.","start":1630.785,"end":1631.525,"sentiment":"neutral","sentiment_score":0.03163222502917051}],"sentiment":"neutral","sentiment_score":0.007961450144648552,"num_words":7,"start":1621.41,"end":1631.525},{"sentences":[{"text":"Yeah.","start":1631.665,"end":1632.065,"sentiment":"neutral","sentiment_score":0.031695760786533356},{"text":"So the you're using Anet as a gateway for your website.","start":1632.065,"end":1636.165,"sentiment":"neutral","sentiment_score":0.037604643031954765},{"text":"Right?","start":1636.3049,"end":1636.71,"sentiment":"neutral","sentiment_score":0.02211984619498253},{"text":"What was your what was your provider name, Melissa?","start":1636.7899,"end":1640.4099,"sentiment":"neutral","sentiment_score":0.003672494553029537},{"text":"Or which provider were you using?","start":1643.0299,"end":1644.63,"sentiment":"neutral","sentiment_score":-0.006226381054148078}],"sentiment":"neutral","sentiment_score":0.016541458749478415,"num_words":28,"start":1631.665,"end":1644.63},{"sentences":[{"text":"Yeah.","start":1644.63,"end":1645.13,"sentiment":"neutral","sentiment_score":0.01079833135008812},{"text":"Splingx, was it?","start":1646.71,"end":1647.59,"sentiment":"neutral","sentiment_score":0.012852853784958521},{"text":"Okay.","start":1647.59,"end":1647.9099,"sentiment":"neutral","sentiment_score":0.02112765610218048},{"text":"Let me just note this down.","start":1647.9099,"end":1649.115,"sentiment":"neutral","sentiment_score":0.013879278674721718},{"text":"Yeah.","start":1649.195,"end":1649.4349,"sentiment":"neutral","sentiment_score":0.03850656747817993}],"sentiment":"neutral","sentiment_score":0.016022232361137867,"num_words":12,"start":1644.63,"end":1649.4349},{"sentences":[{"text":"So for this for this inquiry, Melissa, I will need to tie in our ecommerce support team.","start":1649.4349,"end":1656.015,"sentiment":"neutral","sentiment_score":0.03200705480926177},{"text":"But what I'll do is I'll I'll I'll communicate with that team just to let them know exactly what's happened, and then they can give you the process onto your email as well there, Melissa.","start":1656.315,"end":1667.45,"sentiment":"neutral","sentiment_score":0.08094267398118973},{"text":"But yeah.","start":1668.07,"end":1668.47,"sentiment":"neutral","sentiment_score":0.011455181986093521},{"text":"So just wanting to clarify.","start":1668.47,"end":1669.69,"sentiment":"neutral","sentiment_score":0.0009274186566472053},{"text":"So you are using ANZ as a gateway, and your provider is with Splinks.","start":1669.83,"end":1674.25,"sentiment":"neutral","sentiment_score":0.008568622970155306}],"sentiment":"neutral","sentiment_score":0.0482824890402286,"num_words":73,"start":1649.4349,"end":1674.25},{"sentences":[{"text":"You've got customers who are on a subscription based on subscription based payments, and some customers were just wanting to cancel subscription or they were just wanting to delete their card details from the system.","start":1674.925,"end":1687.885,"sentiment":"neutral","sentiment_score":-0.034066091970141446},{"text":"Right?","start":1687.885,"end":1688.2051,"sentiment":"neutral","sentiment_score":0.01095226313918829},{"text":"Yeah.","start":1688.2051,"end":1688.525,"sentiment":"neutral","sentiment_score":0.026306934654712677},{"text":"I understand.","start":1688.525,"end":1689.105,"sentiment":"neutral","sentiment_score":0.044470593333244324},{"text":"Yeah.","start":1689.87,"end":1690.11,"sentiment":"neutral","sentiment_score":0.034383900463581085}],"sentiment":"neutral","sentiment_score":-0.025793223350774497,"num_words":40,"start":1674.925,"end":1690.11},{"sentences":[{"text":"Okay.","start":1690.11,"end":1690.51,"sentiment":"neutral","sentiment_score":0.04458737373352051},{"text":"Let me communicate this with the ecommerce team now, Melissa.","start":1690.51,"end":1693.41,"sentiment":"neutral","sentiment_score":0.09508742690086365},{"text":"Would you mind if I place you on a brief hold while I do that, and then I'll provide you with an update afterwards?","start":1694.11,"end":1697.79,"sentiment":"neutral","sentiment_score":0.05497679595525066},{"text":"Would that be okay?","start":1697.79,"end":1698.77,"sentiment":"neutral","sentiment_score":0.044197436422109604},{"text":"Alright.","start":1700.11,"end":1700.61,"sentiment":"positive","sentiment_score":0.4046370387077331}],"sentiment":"neutral","sentiment_score":0.07240828825160861,"num_words":40,"start":1690.11,"end":1700.61},{"sentences":[{"text":"Alright.","start":1701.31,"end":1701.55,"sentiment":"positive","sentiment_score":0.37993332743644714},{"text":"Thank you so much.","start":1701.55,"end":1702.365,"sentiment":"positive","sentiment_score":0.6659815907478333},{"text":"Also, Melissa, I've got an email address here.","start":1702.445,"end":1704.845,"sentiment":"neutral","sentiment_score":0.09118016343563795},{"text":"So our ecommerce team, they do not have a direct line, but they'll be able to provide you with or communicate to you via email.","start":1704.845,"end":1711.825,"sentiment":"neutral","sentiment_score":0.07271401062607766},{"text":"I've got an email address here, which is dominico@airtel.net.au.","start":1712.525,"end":1718.28,"sentiment":"neutral","sentiment_score":0.044035565521981984}],"sentiment":"neutral","sentiment_score":0.12739300751622687,"num_words":47,"start":1701.31,"end":1718.28},{"sentences":[{"text":"Or did you want them to send it to your email address if you've got another one?","start":1718.36,"end":1723.26,"sentiment":"neutral","sentiment_score":0.007329978925340316},{"text":"Mhmm.","start":1730.655,"end":1731.155,"sentiment":"neutral","sentiment_score":0.01760731264948845},{"text":"Ah, yes.","start":1733.055,"end":1733.4551,"sentiment":"neutral","sentiment_score":0.12274597585201263},{"text":"I can see you provided that to my colleague as well.","start":1733.4551,"end":1735.375,"sentiment":"neutral","sentiment_score":0.12209564244205301},{"text":"Alright.","start":1735.375,"end":1735.6951,"sentiment":"positive","sentiment_score":0.43145522475242615}],"sentiment":"neutral","sentiment_score":0.06756925617810339,"num_words":32,"start":1718.36,"end":1735.6951},{"sentences":[{"text":"Beautiful.","start":1735.6951,"end":1736.1951,"sentiment":"positive","sentiment_score":0.6094119548797607},{"text":"Okay.","start":1736.3351,"end":1736.735,"sentiment":"neutral","sentiment_score":0.2668856978416443},{"text":"Melissa, I'll just place you on a brief hold.","start":1736.735,"end":1738.415,"sentiment":"neutral","sentiment_score":0.1142074465751648},{"text":"I'll I'll get back to you in about three to four minutes if that's okay.","start":1738.415,"end":1741.155,"sentiment":"neutral","sentiment_score":0.09312839359045029},{"text":"Thank you so much.","start":1742.75,"end":1743.4701,"sentiment":"positive","sentiment_score":0.6070798337459564}],"sentiment":"neutral","sentiment_score":0.19098033035794895,"num_words":30,"start":1735.6951,"end":1743.4701},{"sentences":[{"text":"One of you too.","start":1743.4701,"end":1744.37,"sentiment":"neutral","sentiment_score":0.2991592064499855},{"text":"Hi there, Melissa.","start":2055.11,"end":2055.91,"sentiment":"neutral","sentiment_score":0.23074106872081757},{"text":"Thank you so much for waiting on the line.","start":2055.91,"end":2057.69,"sentiment":"positive","sentiment_score":0.47949813471900093},{"text":"Alright, Melissa.","start":2059.575,"end":2060.295,"sentiment":"neutral","sentiment_score":0.11838290840387344},{"text":"So I've reached out to our ecommerce team to investigate.","start":2060.295,"end":2062.635,"sentiment":"neutral","sentiment_score":0.06137062832713127}],"sentiment":"neutral","sentiment_score":0.2519576908754451,"num_words":28,"start":1743.4701,"end":2062.635},{"sentences":[{"text":"I've given them all the information in regards to your inquiry.","start":2062.775,"end":2065.735,"sentiment":"neutral","sentiment_score":0.07079306583512913},{"text":"But, yes, they will just have to investigate and take a look because with our different providers, there are different processes in place for that.","start":2065.735,"end":2073.44,"sentiment":"neutral","sentiment_score":0.02053831122815609},{"text":"So what they'll do is once they've got an outcome, they'll reach out to you onto your email address just to give you the process on how to remove the cardholder's details there.","start":2073.44,"end":2082.3198,"sentiment":"neutral","sentiment_score":0.038460101198517914},{"text":"Okay?","start":2082.3198,"end":2082.8198,"sentiment":"neutral","sentiment_score":0.05253419280052185},{"text":"Yes.","start":2084.0,"end":2084.5,"sentiment":"neutral","sentiment_score":0.29317790269851685}],"sentiment":"neutral","sentiment_score":0.04094474563296412,"num_words":71,"start":2062.775,"end":2084.5},{"sentences":[{"text":"Alright.","start":2084.9348,"end":2085.095,"sentiment":"neutral","sentiment_score":0.18059007823467255},{"text":"And on oh, yes.","start":2085.095,"end":2088.6948,"sentiment":"neutral","sentiment_score":0.11676661856472492},{"text":"So it should just be around one business day for that one.","start":2088.6948,"end":2092.375,"sentiment":"neutral","sentiment_score":0.11251907547314961},{"text":"So if it's not by today, it should be by tomorrow.","start":2092.375,"end":2094.4749,"sentiment":"neutral","sentiment_score":0.04843473569913344},{"text":"But yes.","start":2095.015,"end":2095.4148,"sentiment":"neutral","sentiment_score":0.08452523127198219}],"sentiment":"neutral","sentiment_score":0.08999060044686,"num_words":30,"start":2084.9348,"end":2095.4148},{"sentences":[{"text":"But if I would that as well, once you receive the email, they are contactable through that same email as well.","start":2095.4148,"end":2101.12,"sentiment":"neutral","sentiment_score":0.09536412837249893},{"text":"So once you once they reach out to you, you can just respond back to that email address if you have any further inquiries in regards to the online facility.","start":2101.12,"end":2108.5,"sentiment":"neutral","sentiment_score":0.10420791059732437},{"text":"No worries.","start":2113.685,"end":2114.425,"sentiment":"neutral","sentiment_score":0.08568853326141834},{"text":"Yep.","start":2115.845,"end":2116.245,"sentiment":"neutral","sentiment_score":0.049535684287548065},{"text":"No worries.","start":2116.245,"end":2116.565,"sentiment":"neutral","sentiment_score":0.04625914432108402}],"sentiment":"neutral","sentiment_score":0.09718419737847787,"num_words":56,"start":2095.4148,"end":2116.565},{"sentences":[{"text":"Would you like a call reference for this call as well?","start":2116.565,"end":2118.825,"sentiment":"neutral","sentiment_score":0.060589786280285225},{"text":"Of course.","start":2120.165,"end":2120.565,"sentiment":"neutral","sentiment_score":0.13665684685111046},{"text":"Whenever you're ready.","start":2120.565,"end":2121.545,"sentiment":"neutral","sentiment_score":0.11009575178225835},{"text":"Alright.","start":2122.885,"end":2123.205,"sentiment":"neutral","sentiment_score":0.050978779792785645},{"text":"It's 05757165.","start":2123.205,"end":2129.82,"sentiment":"neutral","sentiment_score":0.02847222611308098}],"sentiment":"neutral","sentiment_score":0.07252693842900426,"num_words":19,"start":2116.565,"end":2129.82},{"sentences":[{"text":"That's correct.","start":2134.36,"end":2134.9202,"sentiment":"neutral","sentiment_score":0.0753432959318161},{"text":"And was there anything else at all that I could assist you with while you've got me here?","start":2134.9202,"end":2138.1401,"sentiment":"neutral","sentiment_score":0.1622637708981832},{"text":"Okay.","start":2139.985,"end":2140.485,"sentiment":"positive","sentiment_score":0.3768025040626526},{"text":"No worries.","start":2141.5051,"end":2141.905,"sentiment":"neutral","sentiment_score":0.3211890459060669},{"text":"You'll hear from the team soon.","start":2141.905,"end":2142.945,"sentiment":"neutral","sentiment_score":0.32793923219045}],"sentiment":"neutral","sentiment_score":0.20890518817408332,"num_words":29,"start":2134.36,"end":2142.945},{"sentences":[{"text":"Okay?","start":2142.945,"end":2143.185,"sentiment":"neutral","sentiment_score":0.1999958902597427},{"text":"Thank you so much.","start":2143.185,"end":2144.085,"sentiment":"positive","sentiment_score":0.8184345066547394},{"text":"Bye.","start":2145.025,"end":2145.525,"sentiment":"positive","sentiment_score":0.5506750345230103},{"text":"Have a good day.","start":2145.905,"end":2146.705,"sentiment":"positive","sentiment_score":0.6268503963947296},{"text":"Bye.","start":2146.705,"end":2147.205,"sentiment":"neutral","sentiment_score":0.26812756061553955}],"sentiment":"positive","sentiment_score":0.6181761906905607,"num_words":11,"start":2142.945,"end":2147.205}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to ANZ Worldline Payment Solutions merchant services. Please enter your merchant ID or VP number followed by the hash key. Please enter your merchant ID or VP number followed by the hash key. For technical issues or assistance using your merchant facility, press 1. For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2.\n\nTo inquire about making changes to your existing merchant facility, press 3. To inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4. For billing inquiries, press 5. To hear these options again, press 8. For assistance for issues using a terminal connected to your point of sale, press 1.\n\nFor assistance for issues using all other terminals, press 2. For assistance for issues using your ecommerce facility, press 3. To return to the main menu, press 7. To hear these opt Please have your merchant ID ready. This can be found at the top of your receipts or on your statement.\n\nOne moment while your call is transferred. Your call may be recorded for the purposes described in ANZ Worldwide Payment Solutions privacy policy, which is available at our website. Thank you for waiting. An operator will be with you shortly. We apologize for the continuing delay.\n\nWe appreciate that your time is important, and we'll ensure that your call is answered as soon as possible. Your estimated wait time is less than thirty seconds. Instead of waiting on hold, you can get a callback from the next available agent by pressing 1. Otherwise, stay on line, and the next available operator will answer your call. Welcome to agent of online payment solutions.\n\nYou're speaking with Santi. How may I help you today?\n\nChannel 0: Hi, Sandy. This is Melissa from Airtel AU. I'm reaching out in reference to a procedure on how to delete a card details saved on the ANZ portal.\n\nChannel 1: Okay. And what's the terminal ID number or a VP number for me to first pull up the account?\n\nChannel 0: Oh, I don't have the VP number, but I do have the pattern ID, 85\n\nChannel 1: Yep.\n\nChannel 0: 735.\n\nChannel 1: Alright. Can I just quickly put you on hold, load these details, and get back to you within three to five minutes?\n\nChannel 0: Oh, sure. Thank you,\n\nChannel 1: Thank\n\nChannel 0: Sandy.\n\nChannel 1: you.\n\nChannel 0: I'll be on the line.\n\nChannel 1: Sure. Thank you. Thank you so much for being on hold with\n\nChannel 0: Hi.\n\nChannel 1: hello?\n\nChannel 0: You're welcome.\n\nChannel 1: Hi. Is this for A to A U Proprietary Limited?\n\nChannel 0: Yes.\n\nChannel 1: Trading at 217520 Collins Street, Melbourne Street, Melbourne 3000.\n\nChannel 0: That's correct.\n\nChannel 1: And the primary contact number ending with 3799.\n\nChannel 0: Yes. Domenico.\n\nChannel 1: Perfect. And whom am I speaking to?\n\nChannel 0: Yeah. This is Melissa from accounts department of Airtel.\n\nChannel 1: Perfect. Thank you so much for confirming the details, Melissa. So you wanted to remove the card details from the portal?\n\nChannel 0: Yes. Because we do have some customers\n\nChannel 1: Yeah.\n\nChannel 0: who save their card details. However,\n\nChannel 1: Mhmm. Mhmm.\n\nChannel 0: there are some that they are requesting to remove it.\n\nChannel 1: Okay. So when you mentioned card details, are those card details saved on your portal? Or\n\nChannel 0: Yeah.\n\nChannel 1: so\n\nChannel 0: They\n\nChannel 1: where\n\nChannel 0: save\n\nChannel 1: did\n\nChannel 0: it from\n\nChannel 1: you\n\nChannel 0: the ANZ portal. When they process\n\nChannel 1: mhmm.\n\nChannel 0: the payment, they save it from\n\nChannel 1: Okay.\n\nChannel 0: the ANZ portal.\n\nChannel 1: Okay. So you want to remove the merchant's customer's card details from your\n\nChannel 0: Yes.\n\nChannel 1: AMSED portal. Is that correct?\n\nChannel 0: Yes. That's correct. In that way, when we do the automatic payment for all\n\nChannel 1: Yep.\n\nChannel 0: the save cards,\n\nChannel 1: Mhmm.\n\nChannel 0: that specific customer won't be charged automatically end.\n\nChannel 1: So is this an eGates facility that you're talking about, or is this okay. Just bear with me. Just checking from my end as well.\n\nChannel 0: Yeah. I believe it's the what they call ecommerce facility.\n\nChannel 1: Ecommerce facility. Okay. Can I just quickly put you again on hold, check through my systems, and get back to you within three to five minutes, please?\n\nChannel 0: Oh, sure, Sandy. Thank\n\nChannel 1: Thank\n\nChannel 0: you.\n\nChannel 1: Thank you so much for being on hold with me, Melissa.\n\nChannel 0: You're welcome.\n\nChannel 1: Alright. So have you tried to email ecommerce team in regards with this inquiry?\n\nChannel 0: Not yet. Because this is the only phone number that I've got, and I'm not really sure which correct email I will reach\n\nChannel 1: Okay.\n\nChannel 0: out in reference to my concern.\n\nChannel 1: Okay. I'm just checking along with this as well to give you more information. I just quickly need few more minutes of yours for me to go ahead, check that, and get back to you. Okay?\n\nChannel 0: Okay.\n\nChannel 1: I would just be back in three to five minutes. Thank you. Thank you so much for being on hold with me, Melissa.\n\nChannel 0: No worries.\n\nChannel 1: Alright. I would advise you to email ecommerce team with all the details and the card details of the customer and the card details that you wanted to remove from your ANZ portal. And do you want me to provide you with the email address?\n\nChannel 0: Yes, please.\n\nChannel 1: So it's anzecommercesupport@anz.com.\n\nChannel 0: Okay. One moment, please.\n\nChannel 1: Sure.\n\nChannel 0: So you said a alpha, n Nancy, z zebra. Right?\n\nChannel 1: Yep.\n\nChannel 0: Ecommerce\n\nChannel 1: Yep. Support\n\nChannel 0: support at\n\nChannel 1: a n zed dot com.\n\nChannel 0: a n z dot com. Alright. So you mentioned card details, but it's okay just to provide the name on the card and the last four. Right? Because we don't have the full card details for security measure.\n\nChannel 1: Okay. So we can't provide that. Yes. I totally understand that. Because as this is through the ecommerce team, so Mhmm.\n\nDo you have any online portal right now with you?\n\nChannel 0: Yeah. We do have. And that's the bottom line. That's the thing that I wanted to know. If\n\nChannel 1: Yep.\n\nChannel 0: there's any procedure or details on how we can delete the details from our portal, a and z\n\nChannel 1: So\n\nChannel 0: portal.\n\nChannel 1: we\n\nChannel 0: Because\n\nChannel 1: can't update or add in through the details. So you want to delete the details. Correct?\n\nChannel 0: yes. Because the customer was the one who saved the card details from the portal because they do have an access to process the payment. And then on our end, what we see is the last four digit kind\n\nChannel 1: Mhmm.\n\nChannel 0: of card if it's a Visa or Mastercard and the name.\n\nChannel 1: Yep. Yep.\n\nChannel 0: So I'm just wondering if we have an option or access to delete this card.\n\nChannel 1: Okay. In this case, I have to escalate this case and put you to escalations department where they will be able to assist you with this inquiry. Do you have your ID, your ecommerce ID, or any ID for me to put in through?\n\nChannel 0: I don't have, but I can provide you my email address.\n\nChannel 1: Not the email address, but the portal. So do you log in in through eGate\n\nChannel 0: Oh, yeah.\n\nChannel 1: portal\n\nChannel 0: I do have.\n\nChannel 1: or ecommerce portal?\n\nChannel 0: Yes. One moment. Okay? Let me\n\nChannel 1: Sure.\n\nChannel 0: just check. Yes. It It doesn't show an ID, but I do see the username.\n\nChannel 1: Yeah. What's the username?\n\nChannel 0: Okay. It's melissa, m e\n\nChannel 1: Mhmm.\n\nChannel 0: l I s s a,\n\nChannel 1: Yep.\n\nChannel 0: @airtel.net.au.\n\nChannel 1: So do you use e cyber source or MPGS? Which portal is this?\n\nChannel 0: Where can I identify that? It shows\n\nChannel 1: So\n\nChannel 0: here\n\nChannel 1: mhmm.\n\nChannel 0: ANZ word line payment solution.\n\nChannel 1: Okay. So is it CyberSource,\n\nChannel 0: CyberSource. It\n\nChannel 1: Or is it MPGS?\n\nChannel 0: does show here ecommerce gateway.\n\nChannel 1: Ecommerce gateway. Okay. What I would do is I would just have to put you through the escalations department where they will be able to assist you with this inquiry. For that, I would just have to pop you on hold for about three to five minutes, bring my consultant online, and they can assist you. Okay?\n\nChannel 0: Okay. Sure. And kindly\n\nChannel 1: Thank you.\n\nChannel 0: include the pattern ID because prior to this, they've provided me this ID. In that way, they could easily access our accounts. 85735.\n\nChannel 1: 85735.\n\nChannel 0: Seven 35. Yeah.\n\nChannel 1: So what number is that?\n\nChannel 0: Pattern ID. It says in here, ecommerce gateway, pattern ID 85735. Because the last time that I've called you guys, they advised me if I will be calling to easily access and identify our merchant facility. I will be providing these details.\n\nChannel 1: Alright. In this case, I have to put you through the escalations department and give them these details, and they can assist you. For that, I would just have to pop you on hold for about three to five minutes. Okay?\n\nChannel 0: Okay. Go, Sandy.\n\nChannel 1: Thank you.\n\nChannel 0: Thank you.\n\nChannel 1: All good. Thank you for being on hold with me, Melissa.\n\nChannel 0: Mhmm.\n\nChannel 1: I do have Joshua from the escalations department, and I have provided him with all the details, and he will be able to assist you. And, Joshua, that's Melissa. Thanks for that, Sandy. Good afternoon, Melissa. How are you today?\n\nChannel 0: Hi. Good afternoon, Joshua. I'm good. Thank you for asking.\n\nChannel 1: That's\n\nChannel 0: So\n\nChannel 1: good. Yes.\n\nChannel 0: Yeah.\n\nChannel 1: My colleague's given me some information in regards to the inquiry, Melissa. I understand that you were you were unable to remove a customer's card details from the portal. Is that correct?\n\nChannel 0: Yeah. Actually, we have not tried because we don't know how to do it from the\n\nChannel 1: No.\n\nChannel 0: portal.\n\nChannel 1: That's alright. Yeah. Okay. So just taking a look at your facility here.\n\nChannel 0: Mhmm.\n\nChannel 1: So were you or have you processed a transaction using this customer's card details before?\n\nChannel 0: Yes.\n\nChannel 1: Yeah.\n\nChannel 0: So what is the deal is our payment gateway is the a n z portal, And then we're using a Splints. We're providing a customer access wherein when they process a payment, they are routed to process it through ANZ. And\n\nChannel 1: Yeah.\n\nChannel 0: then they save their card. Alright? So once the their card has been saved, our back end account is processing a automatic payments on a monthly basis. So all card\n\nChannel 1: Yeah.\n\nChannel 0: details saved has\n\nChannel 1: Yeah.\n\nChannel 0: processed this automatic payment because it's what's saved. However, there are some customers who opted to delete the saved card details prior. So that's the\n\nChannel 1: Yeah.\n\nChannel 0: thing that we need as support. Is\n\nChannel 1: Okay.\n\nChannel 0: there any option for us to\n\nChannel 1: Alright.\n\nChannel 0: delete the card details from our portal, a and z word\n\nChannel 1: Ah,\n\nChannel 0: line?\n\nChannel 1: yes. I understand. Yeah. So the you're using Anet as a gateway for\n\nChannel 0: Yes.\n\nChannel 1: your website. Right? What was your what was your provider name, Melissa?\n\nChannel 0: Our what do\n\nChannel 1: Or\n\nChannel 0: you call\n\nChannel 1: which\n\nChannel 0: this\n\nChannel 1: provider\n\nChannel 0: system?\n\nChannel 1: were you\n\nChannel 0: It's\n\nChannel 1: using? Yeah.\n\nChannel 0: Yeah.\n\nChannel 1: Splingx, was it? Okay. Let me just note this down. Yeah. So for this for this inquiry, Melissa, I will need to tie in our ecommerce support team.\n\nBut what\n\nChannel 0: Mhmm.\n\nChannel 1: I'll do is I'll I'll I'll communicate with that team just to let them know exactly what's happened, and then they can give you the process onto your email as well there, Melissa. But yeah. So just wanting to clarify. So you are using ANZ as a gateway, and your provider is with Splinks. You've got customers who are on a subscription based on subscription based payments, and some customers were just wanting to cancel subscription or they were just wanting to delete their card\n\nChannel 0: Yeah.\n\nChannel 1: details from the system. Right? Yeah. I understand.\n\nChannel 0: That's correct. Mhmm.\n\nChannel 1: Yeah. Okay. Let me communicate this with the ecommerce team now, Melissa. Would you mind if I place you on a brief hold while I do that, and then I'll provide you with an update afterwards? Would that be okay?\n\nChannel 0: Oh, sure, Joshua. Thank\n\nChannel 1: Alright.\n\nChannel 0: you. I'll be on the line.\n\nChannel 1: Alright. Thank you so much. Also, Melissa, I've got an email address here. So our ecommerce team, they do not have a direct line, but they'll be able to provide you with or communicate to you via email. I've got an email address here, which is dominico@airtel.net.au.\n\nOr did you want them to send it to your email address if you've got another one?\n\nChannel 0: A Yeah. Please send the instruction to my email address because I'm the one in charge with this. Melissa\n\nChannel 1: Mhmm.\n\nChannel 0: @airtel.net.au.\n\nChannel 1: Ah, yes. I can see you provided that to my colleague as well. Alright. Beautiful. Okay.\n\nMelissa, I'll just place you on a brief hold. I'll I'll get back to you in about three to four minutes if that's okay.\n\nChannel 0: Oh, sure. Thank you.\n\nChannel 1: Thank you so much. One of you too. Hi there, Melissa. Thank you so much for waiting on the line.\n\nChannel 0: Okay. No worries.\n\nChannel 1: Alright, Melissa. So I've reached out to our ecommerce team to investigate. I've given them all the information in regards to your inquiry. But, yes, they will just have to investigate and take a look because with our different providers, there are different processes in place for that. So what they'll do is once they've got an outcome, they'll reach out to you onto your email address just to give you the process on how to remove the cardholder's details there.\n\nOkay?\n\nChannel 0: Okay. That's\n\nChannel 1: Yes.\n\nChannel 0: perfect. And\n\nChannel 1: Alright.\n\nChannel 0: is\n\nChannel 1: And\n\nChannel 0: there any\n\nChannel 1: on\n\nChannel 0: expected time frame to get\n\nChannel 1: oh,\n\nChannel 0: the\n\nChannel 1: yes. So it should just be around one business day for that one. So if\n\nChannel 0: okay.\n\nChannel 1: it's not by today, it should be by tomorrow. But yes. But if I would that as well, once you receive the email, they are contactable through that same email as well. So once you once they reach out to you, you can just respond back to that email address if you have any further inquiries in regards to the online facility.\n\nChannel 0: Okay. That's wonderful. Thank you so much for your help, Josh.\n\nChannel 1: No\n\nChannel 0: I'll\n\nChannel 1: worries.\n\nChannel 0: just wait for their update. Okay?\n\nChannel 1: Yep. No worries. Would you like a call\n\nChannel 0: Alright.\n\nChannel 1: reference for this call as well?\n\nChannel 0: Oh, sure. Thank you.\n\nChannel 1: Of course. Whenever you're ready.\n\nChannel 0: Yes, ma'am.\n\nChannel 1: Alright. It's 05757165.\n\nChannel 0: Okay. 05757165.\n\nChannel 1: That's correct. And was there anything else at all that I could assist you with while you've got me here?\n\nChannel 0: None so far, Josh. Appreciate\n\nChannel 1: Okay.\n\nChannel 0: your help and time today.\n\nChannel 1: No worries. You'll hear from the team soon. Okay? Thank you so much.\n\nChannel 0: Thank you. Have\n\nChannel 1: Bye.\n\nChannel 0: a good one.\n\nChannel 1: Have a good day. Bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Welcome to ANZ Worldline Payment Solutions merchant services.","start":1.28,"end":5.38,"sentiment":"positive","sentiment_score":0.351369921118021},{"text":"Please enter your merchant ID or VP number followed by the hash key.","start":9.12,"end":17.025,"sentiment":"neutral","sentiment_score":0.06913566073546043},{"text":"Please enter your merchant ID or VP number followed by the hash key.","start":27.36,"end":32.1,"sentiment":"neutral","sentiment_score":0.037411415233061865},{"text":"For technical issues or assistance using your merchant facility, press 1.","start":39.120003,"end":44.075,"sentiment":"neutral","sentiment_score":0.0564100481569767},{"text":"For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 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to agent of online payment solutions.","start":247.61499,"end":249.69499,"sentiment":"positive","sentiment_score":0.3478984705039433}],"sentiment":"neutral","sentiment_score":-0.030729340276483334,"channel":1,"num_words":66,"start":211.895,"end":249.69499},{"sentences":[{"text":"You're speaking with Santi.","start":249.69499,"end":250.815,"sentiment":"positive","sentiment_score":0.4374621734023094},{"text":"How may I help you today?","start":250.815,"end":251.91,"sentiment":"positive","sentiment_score":0.5011633733908335}],"sentiment":"positive","sentiment_score":0.4756828933954239,"channel":1,"num_words":10,"start":249.69499,"end":251.91},{"sentences":[{"text":"Hi, Sandy.","start":252.66501,"end":253.565,"sentiment":"neutral","sentiment_score":0.061481889337301254},{"text":"This is Melissa from Airtel AU.","start":253.625,"end":256.765,"sentiment":"neutral","sentiment_score":0.08190672906736533},{"text":"I'm reaching out in reference to a procedure on how to delete a card details 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welcome.","start":551.96497,"end":552.70496,"sentiment":"neutral","sentiment_score":0.3127463459968567}],"sentiment":"neutral","sentiment_score":0.3127463459968567,"channel":0,"num_words":2,"start":551.96497,"end":552.70496},{"sentences":[{"text":"Hi.","start":553.205,"end":553.685,"sentiment":"neutral","sentiment_score":0.06379667669534683},{"text":"Is this for A to A U Proprietary Limited?","start":553.685,"end":556.105,"sentiment":"neutral","sentiment_score":0.03284672502842215}],"sentiment":"neutral","sentiment_score":0.035941720195114615,"channel":1,"num_words":10,"start":553.205,"end":556.105},{"sentences":[{"text":"Yes.","start":556.76495,"end":557.26495,"sentiment":"neutral","sentiment_score":0.021332494914531708}],"sentiment":"neutral","sentiment_score":0.021332494914531708,"channel":0,"num_words":1,"start":556.76495,"end":557.26495},{"sentences":[{"text":"Trading at 217520 Collins Street, Melbourne Street, Melbourne 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dominico@airtel.net.au.","start":1712.525,"end":1718.28,"sentiment":"neutral","sentiment_score":0.044035565521981984}],"sentiment":"neutral","sentiment_score":0.12739300751622687,"channel":1,"num_words":47,"start":1701.31,"end":1718.28},{"sentences":[{"text":"Or did you want them to send it to your email address if you've got another one?","start":1718.36,"end":1723.26,"sentiment":"neutral","sentiment_score":0.007329978925340316}],"sentiment":"neutral","sentiment_score":0.007329978925340316,"channel":1,"num_words":17,"start":1718.36,"end":1723.26},{"sentences":[{"text":"A Yeah.","start":1722.875,"end":1723.915,"sentiment":"neutral","sentiment_score":0.00031361915171146393},{"text":"Please send the instruction to my email address because I'm the one in charge with this.","start":1723.915,"end":1730.075,"sentiment":"neutral","sentiment_score":-0.000684225233271718},{"text":"Melissa","start":1730.075,"end":1730.575,"sentiment":"neutral","sentiment_score":0.011886534281075}],"sentiment":"neutral","sentiment_score":0.00008242993958686527,"channel":0,"num_words":19,"start":1722.875,"end":1730.575},{"sentences":[{"text":"Mhmm.","start":1730.655,"end":1731.155,"sentiment":"neutral","sentiment_score":0.01760731264948845}],"sentiment":"neutral","sentiment_score":0.01760731264948845,"channel":1,"num_words":1,"start":1730.655,"end":1731.155},{"sentences":[{"text":"@airtel.net.au.","start":1730.715,"end":1733.215,"sentiment":"neutral","sentiment_score":0.018412386998534203}],"sentiment":"neutral","sentiment_score":0.018412386998534203,"channel":0,"num_words":1,"start":1730.715,"end":1733.215},{"sentences":[{"text":"Ah, yes.","start":1733.055,"end":1733.4551,"sentiment":"neutral","sentiment_score":0.12274597585201263},{"text":"I can see you provided that to my colleague as well.","start":1733.4551,"end":1735.375,"sentiment":"neutral","sentiment_score":0.12209564244205301},{"text":"Alright.","start":1735.375,"end":1735.6951,"sentiment":"positive","sentiment_score":0.43145522475242615},{"text":"Beautiful.","start":1735.6951,"end":1736.1951,"sentiment":"positive","sentiment_score":0.6094119548797607},{"text":"Okay.","start":1736.3351,"end":1736.735,"sentiment":"neutral","sentiment_score":0.2668856978416443}],"sentiment":"neutral","sentiment_score":0.18101855600252748,"channel":1,"num_words":16,"start":1733.055,"end":1736.735},{"sentences":[{"text":"Melissa, I'll just place you on a brief hold.","start":1736.735,"end":1738.415,"sentiment":"neutral","sentiment_score":0.1142074465751648},{"text":"I'll I'll get back to you in about three to four minutes if that's okay.","start":1738.415,"end":1741.155,"sentiment":"neutral","sentiment_score":0.09312839359045029}],"sentiment":"neutral","sentiment_score":0.10103303845971823,"channel":1,"num_words":24,"start":1736.735,"end":1741.155},{"sentences":[{"text":"Oh, sure.","start":1741.43,"end":1741.9901,"sentiment":"neutral","sentiment_score":0.1901138350367546},{"text":"Thank you.","start":1741.9901,"end":1742.81,"sentiment":"positive","sentiment_score":0.40015530586242676}],"sentiment":"neutral","sentiment_score":0.2951345704495907,"channel":0,"num_words":4,"start":1741.43,"end":1742.81},{"sentences":[{"text":"Thank you so much.","start":1742.75,"end":1743.4701,"sentiment":"positive","sentiment_score":0.6070798337459564},{"text":"One of you too.","start":1743.4701,"end":1744.37,"sentiment":"neutral","sentiment_score":0.2991592064499855},{"text":"Hi there, Melissa.","start":2055.11,"end":2055.91,"sentiment":"neutral","sentiment_score":0.23074106872081757},{"text":"Thank you so much for waiting on the line.","start":2055.91,"end":2057.69,"sentiment":"positive","sentiment_score":0.47949813471900093}],"sentiment":"positive","sentiment_score":0.4316331289708614,"channel":1,"num_words":20,"start":1742.75,"end":2057.69},{"sentences":[{"text":"Okay.","start":2058.6548,"end":2058.8948,"sentiment":"neutral","sentiment_score":0.1750539094209671},{"text":"No worries.","start":2058.8948,"end":2059.6348,"sentiment":"neutral","sentiment_score":0.1309048980474472}],"sentiment":"neutral","sentiment_score":0.14562123517195383,"channel":0,"num_words":3,"start":2058.6548,"end":2059.6348},{"sentences":[{"text":"Alright, Melissa.","start":2059.575,"end":2060.295,"sentiment":"neutral","sentiment_score":0.11838290840387344},{"text":"So I've reached out to our ecommerce team to investigate.","start":2060.295,"end":2062.635,"sentiment":"neutral","sentiment_score":0.06137062832713127},{"text":"I've given them all the information in regards to your inquiry.","start":2062.775,"end":2065.735,"sentiment":"neutral","sentiment_score":0.07079306583512913},{"text":"But, yes, they will just have to investigate and take a look because with our different providers, there are different processes in place for that.","start":2065.735,"end":2073.44,"sentiment":"neutral","sentiment_score":0.02053831122815609},{"text":"So what they'll do is once they've got an outcome, they'll reach out to you onto your email address just to give you the process on how to remove the cardholder's details 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any","start":2085.155,"end":2085.715,"sentiment":"neutral","sentiment_score":0.08825658634305}],"sentiment":"neutral","sentiment_score":0.08825658634305,"channel":0,"num_words":2,"start":2085.155,"end":2085.715},{"sentences":[{"text":"on","start":2085.4148,"end":2085.9148,"sentiment":"neutral","sentiment_score":0.06907965987920761}],"sentiment":"neutral","sentiment_score":0.06907965987920761,"channel":1,"num_words":1,"start":2085.4148,"end":2085.9148},{"sentences":[{"text":"expected time frame to get","start":2085.715,"end":2087.475,"sentiment":"neutral","sentiment_score":0.07686427906155587}],"sentiment":"neutral","sentiment_score":0.07686427906155587,"channel":0,"num_words":5,"start":2085.715,"end":2087.475},{"sentences":[{"text":"oh,","start":2087.335,"end":2087.835,"sentiment":"neutral","sentiment_score":0.14282961189746857}],"sentiment":"neutral","sentiment_score":0.14282961189746857,"channel":1,"num_words":1,"start":2087.335,"end":2087.835},{"sentences":[{"text":"the","start":2087.475,"end":2087.635,"sentiment":"neutral","sentiment_score":0.1531105488538742}],"sentiment":"neutral","sentiment_score":0.1531105488538742,"channel":0,"num_words":1,"start":2087.475,"end":2087.635},{"sentences":[{"text":"yes.","start":2088.295,"end":2088.6948,"sentiment":"neutral","sentiment_score":0.1506410837173462},{"text":"So it should just be around one business day for that one.","start":2088.6948,"end":2092.375,"sentiment":"neutral","sentiment_score":0.11251907547314961},{"text":"So if","start":2092.375,"end":2092.6948,"sentiment":"neutral","sentiment_score":0.10251985117793082}],"sentiment":"neutral","sentiment_score":0.11372731278340022,"channel":1,"num_words":15,"start":2088.295,"end":2092.6948},{"sentences":[{"text":"okay.","start":2092.675,"end":2093.175,"sentiment":"neutral","sentiment_score":0.08924931287765503}],"sentiment":"neutral","sentiment_score":0.08924931287765503,"channel":0,"num_words":1,"start":2092.675,"end":2093.175},{"sentences":[{"text":"it's not by today, it should be by tomorrow.","start":2092.6948,"end":2094.4749,"sentiment":"neutral","sentiment_score":0.036415821148289576},{"text":"But yes.","start":2095.015,"end":2095.4148,"sentiment":"neutral","sentiment_score":0.08452523127198219},{"text":"But if I would that as well, once you receive the email, they are contactable through that same email as well.","start":2095.4148,"end":2101.12,"sentiment":"neutral","sentiment_score":0.09536412837249893},{"text":"So once you once they reach out to you, you can just respond back to that email address if you have any further inquiries in regards to the online facility.","start":2101.12,"end":2108.5,"sentiment":"neutral","sentiment_score":0.10420791059732437}],"sentiment":"neutral","sentiment_score":0.09073672365517385,"channel":1,"num_words":62,"start":2092.6948,"end":2108.5},{"sentences":[{"text":"Okay.","start":2109.4949,"end":2109.9749,"sentiment":"neutral","sentiment_score":0.28860247135162354},{"text":"That's wonderful.","start":2109.9749,"end":2110.795,"sentiment":"positive","sentiment_score":0.5625123381614685},{"text":"Thank you so much for your help, Josh.","start":2111.1748,"end":2113.4348,"sentiment":"positive","sentiment_score":0.6251211613416672}],"sentiment":"positive","sentiment_score":0.5831451307643544,"channel":0,"num_words":11,"start":2109.4949,"end":2113.4348},{"sentences":[{"text":"No","start":2113.685,"end":2113.925,"sentiment":"neutral","sentiment_score":0.178362175822258}],"sentiment":"neutral","sentiment_score":0.178362175822258,"channel":1,"num_words":1,"start":2113.685,"end":2113.925},{"sentences":[{"text":"I'll","start":2113.815,"end":2114.055,"sentiment":"neutral","sentiment_score":-0.0019466232042759657}],"sentiment":"neutral","sentiment_score":-0.0019466232042759657,"channel":0,"num_words":1,"start":2113.815,"end":2114.055},{"sentences":[{"text":"worries.","start":2113.925,"end":2114.425,"sentiment":"neutral","sentiment_score":-0.00698510929942131}],"sentiment":"neutral","sentiment_score":-0.00698510929942131,"channel":1,"num_words":1,"start":2113.925,"end":2114.425},{"sentences":[{"text":"just wait for their update.","start":2114.055,"end":2115.4148,"sentiment":"neutral","sentiment_score":0.012328489124774933},{"text":"Okay?","start":2115.4148,"end":2115.9148,"sentiment":"neutral","sentiment_score":0.05246848240494728}],"sentiment":"neutral","sentiment_score":0.019018488004803658,"channel":0,"num_words":6,"start":2114.055,"end":2115.9148},{"sentences":[{"text":"Yep.","start":2115.845,"end":2116.245,"sentiment":"neutral","sentiment_score":0.049535684287548065},{"text":"No worries.","start":2116.245,"end":2116.565,"sentiment":"neutral","sentiment_score":0.04625914432108402},{"text":"Would you like a call","start":2116.565,"end":2117.365,"sentiment":"neutral","sentiment_score":0.05058466419577599}],"sentiment":"neutral","sentiment_score":0.049372161738574505,"channel":1,"num_words":8,"start":2115.845,"end":2117.365},{"sentences":[{"text":"Alright.","start":2117.1748,"end":2117.6748,"sentiment":"neutral","sentiment_score":0.06180860847234726}],"sentiment":"neutral","sentiment_score":0.06180860847234726,"channel":0,"num_words":1,"start":2117.1748,"end":2117.6748},{"sentences":[{"text":"reference for this call as well?","start":2117.365,"end":2118.825,"sentiment":"neutral","sentiment_score":0.06892738801737626}],"sentiment":"neutral","sentiment_score":0.06892738801737626,"channel":1,"num_words":6,"start":2117.365,"end":2118.825},{"sentences":[{"text":"Oh, sure.","start":2118.9348,"end":2119.4949,"sentiment":"neutral","sentiment_score":0.11234957724809647},{"text":"Thank you.","start":2119.4949,"end":2120.2349,"sentiment":"neutral","sentiment_score":0.2047882303595543}],"sentiment":"neutral","sentiment_score":0.15856890380382538,"channel":0,"num_words":4,"start":2118.9348,"end":2120.2349},{"sentences":[{"text":"Of course.","start":2120.165,"end":2120.565,"sentiment":"neutral","sentiment_score":0.13665684685111046},{"text":"Whenever you're ready.","start":2120.565,"end":2121.545,"sentiment":"neutral","sentiment_score":0.11009575178225835}],"sentiment":"neutral","sentiment_score":0.12072018980979919,"channel":1,"num_words":5,"start":2120.165,"end":2121.545},{"sentences":[{"text":"Yes, ma'am.","start":2121.8948,"end":2122.7148,"sentiment":"neutral","sentiment_score":0.09872991964221}],"sentiment":"neutral","sentiment_score":0.09872991964221,"channel":0,"num_words":2,"start":2121.8948,"end":2122.7148},{"sentences":[{"text":"Alright.","start":2122.885,"end":2123.205,"sentiment":"neutral","sentiment_score":0.050978779792785645},{"text":"It's 05757165.","start":2123.205,"end":2129.82,"sentiment":"neutral","sentiment_score":0.02847222611308098}],"sentiment":"neutral","sentiment_score":0.035974410672982536,"channel":1,"num_words":3,"start":2122.885,"end":2129.82},{"sentences":[{"text":"Okay.","start":2130.82,"end":2131.32,"sentiment":"neutral","sentiment_score":0.028025737032294273},{"text":"05757165.","start":2131.7,"end":2134.44,"sentiment":"neutral","sentiment_score":0.030236970633268356}],"sentiment":"neutral","sentiment_score":0.029131353832781315,"channel":0,"num_words":2,"start":2130.82,"end":2134.44},{"sentences":[{"text":"That's correct.","start":2134.36,"end":2134.9202,"sentiment":"neutral","sentiment_score":0.0753432959318161},{"text":"And was there anything else at all that I could assist you with while you've got me here?","start":2134.9202,"end":2138.1401,"sentiment":"neutral","sentiment_score":0.1622637708981832}],"sentiment":"neutral","sentiment_score":0.15357172340154648,"channel":1,"num_words":20,"start":2134.36,"end":2138.1401},{"sentences":[{"text":"None so far, Josh.","start":2138.415,"end":2139.535,"sentiment":"neutral","sentiment_score":0.027060926891863346},{"text":"Appreciate","start":2139.535,"end":2140.015,"sentiment":"positive","sentiment_score":0.4764865040779114}],"sentiment":"neutral","sentiment_score":0.11694604232907295,"channel":0,"num_words":5,"start":2138.415,"end":2140.015},{"sentences":[{"text":"Okay.","start":2139.985,"end":2140.485,"sentiment":"positive","sentiment_score":0.3768025040626526}],"sentiment":"positive","sentiment_score":0.3768025040626526,"channel":1,"num_words":1,"start":2139.985,"end":2140.485},{"sentences":[{"text":"your help and time today.","start":2140.015,"end":2141.395,"sentiment":"positive","sentiment_score":0.5803309082984924}],"sentiment":"positive","sentiment_score":0.5803309082984924,"channel":0,"num_words":5,"start":2140.015,"end":2141.395},{"sentences":[{"text":"No worries.","start":2141.5051,"end":2141.905,"sentiment":"neutral","sentiment_score":0.3211890459060669},{"text":"You'll hear from the team soon.","start":2141.905,"end":2142.945,"sentiment":"neutral","sentiment_score":0.32793923219045},{"text":"Okay?","start":2142.945,"end":2143.185,"sentiment":"neutral","sentiment_score":0.1999958902597427},{"text":"Thank you so much.","start":2143.185,"end":2144.085,"sentiment":"positive","sentiment_score":0.8184345066547394}],"sentiment":"positive","sentiment_score":0.4679805693718103,"channel":1,"num_words":13,"start":2141.5051,"end":2144.085},{"sentences":[{"text":"Thank you.","start":2144.335,"end":2144.895,"sentiment":"positive","sentiment_score":0.764741986989975},{"text":"Have","start":2144.895,"end":2145.135,"sentiment":"positive","sentiment_score":0.5686937570571899}],"sentiment":"positive","sentiment_score":0.69939257701238,"channel":0,"num_words":3,"start":2144.335,"end":2145.135},{"sentences":[{"text":"Bye.","start":2145.025,"end":2145.525,"sentiment":"positive","sentiment_score":0.5506750345230103}],"sentiment":"positive","sentiment_score":0.5506750345230103,"channel":1,"num_words":1,"start":2145.025,"end":2145.525},{"sentences":[{"text":"a good one.","start":2145.135,"end":2145.9548,"sentiment":"positive","sentiment_score":0.6740209857622782}],"sentiment":"positive","sentiment_score":0.6740209857622782,"channel":0,"num_words":3,"start":2145.135,"end":2145.9548},{"sentences":[{"text":"Have a good day.","start":2145.905,"end":2146.705,"sentiment":"positive","sentiment_score":0.6268503963947296},{"text":"Bye.","start":2146.705,"end":2147.205,"sentiment":"neutral","sentiment_score":0.26812756061553955}],"sentiment":"positive","sentiment_score":0.5551058292388916,"channel":1,"num_words":5,"start":2145.905,"end":2147.205},{"sentences":[{"text":"Bye.","start":2147.135,"end":2147.635,"sentiment":"neutral","sentiment_score":-0.09913023561239244}],"sentiment":"neutral","sentiment_score":-0.09913023561239244,"channel":0,"num_words":1,"start":2147.135,"end":2147.635}]},"summary":{"result":"success","short":"The customer contacts ANZ Worldline Payment Solutions to remove card details from their ecommerce facility. The representative provides the customer with the email address and explains they cannot update or add card details through the portal. The customer is then transferred to the escalations department to discuss removing card details. The representative provides the customer with the escalation department's information and promises to follow up by the end of the day. The ecommerce team will need to investigate and send an email with the process."},"intents":{"segments":[{"text":"Hi, Sandy.","start_word":290,"end_word":291,"intents":[{"intent":"Request assistance with merchant facilities","confidence_score":0.015199862}]},{"text":"Thank you so much for confirming the details, Melissa. So you wanted to remove the card details from the portal? Yes. Because we do have some customers Yeah. who save their card details. However, Mhmm. Mhmm. there are some that they are requesting to remove it. Okay.","start_word":453,"end_word":499,"intents":[{"intent":"Request assistance with portal issue","confidence_score":0.00003377025}]},{"text":"Because this is the only phone number that I've got, and I'm not really sure which correct email I will reach Okay.","start_word":684,"end_word":705,"intents":[{"intent":"Check email","confidence_score":0.08261392},{"intent":"Express confusion","confidence_score":0.00015772934}]},{"text":"I would advise you to email ecommerce team with all the details and the card details of the customer and the card details that you wanted to remove from your ANZ portal. And do you want me to provide you with the email address? Yes, please.","start_word":775,"end_word":820,"intents":[{"intent":"Confirm customer details","confidence_score":0.00047200808}]},{"text":"And do you want me to provide you with the email address? Yes, please.","start_word":807,"end_word":820,"intents":[{"intent":"Provide email address","confidence_score":0.53519297}]},{"text":"So you mentioned card details, but it's okay just to provide the name on the card and the last four. Right? Because we don't have the full card details for security measure.","start_word":856,"end_word":887,"intents":[{"intent":"Confirm card details","confidence_score":0.02387272}]},{"text":"So you mentioned card details, but it's okay just to provide the name on the card and the last four. Right? Because we don't have the full card details for security measure. Okay.","start_word":856,"end_word":888,"intents":[{"intent":"Add card details","confidence_score":0.0014956001}]},{"text":"Do you have any online portal right now with you? Yeah.","start_word":909,"end_word":919,"intents":[{"intent":"Explain portal details","confidence_score":0.0026756586}]},{"text":"Do you have any online portal right now with you? Yeah. We do have. And that's the bottom line. That's the thing that I wanted to know. If Yep. there's any procedure or details on how we can delete the details from our portal, a and z So portal.","start_word":909,"end_word":957,"intents":[{"intent":"Update portal details","confidence_score":0.1208636}]},{"text":"Because the customer was the one who saved the card details from the portal because they do have an access to process the payment.","start_word":977,"end_word":1000,"intents":[{"intent":"Process payment","confidence_score":0.13022}]},{"text":"Which portal is this? Where can I identify that?","start_word":1171,"end_word":1179,"intents":[{"intent":"Request portal information","confidence_score":0.00067253324}]},{"text":"Thank you. Thank you. All good.","start_word":1387,"end_word":1392,"intents":[{"intent":"Express gratitude","confidence_score":0.014615998}]},{"text":"I do have Joshua from the escalations department, and I have provided him with all the details, and he will be able to assist you. And, Joshua, that's Melissa. Thanks for that, Sandy.","start_word":1403,"end_word":1435,"intents":[{"intent":"Provide assistance","confidence_score":0.011851315}]},{"text":"My colleague's given me some information in regards to the inquiry, Melissa. I understand that you were you were unable to remove a customer's card details from the portal. Is that correct? Yeah.","start_word":1458,"end_word":1490,"intents":[{"intent":"Offer card details","confidence_score":0.000013224407},{"intent":"Confirm card details","confidence_score":0.0237493},{"intent":"Clarify card processing options","confidence_score":6.618657e-8}]},{"text":"then they save their card. Alright?","start_word":1581,"end_word":1586,"intents":[{"intent":"Define card saving details","confidence_score":2.6467553e-8}]},{"text":"What was your what was your provider name, Melissa?","start_word":1687,"end_word":1695,"intents":[{"intent":"Provide information","confidence_score":0.052417763}]},{"text":"I'll do is I'll I'll I'll communicate with that team just to let them know exactly what's happened, and then they can give you the process onto your email as well there, Melissa. But yeah.","start_word":1743,"end_word":1777,"intents":[{"intent":"Communicate","confidence_score":0.58488697}]},{"text":"So you are using ANZ as a gateway, and your provider is with Splinks. You've got customers who are on a subscription based on subscription based payments, and some customers were just wanting to cancel subscription or they were just wanting to delete their card Yeah.","start_word":1783,"end_word":1828,"intents":[{"intent":"Clarify","confidence_score":0.074956566},{"intent":"Explain","confidence_score":0.009213674}]},{"text":"So you are using ANZ as a gateway, and your provider is with Splinks. You've got customers who are on a subscription based on subscription based payments, and some customers were just wanting to cancel subscription or they were just wanting to delete their card Yeah. details from the system. Right? Yeah. I understand.","start_word":1783,"end_word":1836,"intents":[{"intent":"Confirm","confidence_score":0.005302488}]},{"text":"Let me communicate this with the ecommerce team now, Melissa. Would you mind if I place you on a brief hold while I do that, and then I'll provide you with an update afterwards? Would that be okay? Oh, sure, Joshua.","start_word":1842,"end_word":1882,"intents":[{"intent":"Provide update","confidence_score":0.19208796}]},{"text":"Also, Melissa, I've got an email address here. So our ecommerce team, they do not have a direct line, but they'll be able to provide you with or communicate to you via email. I've got an email address here, which is dominico@airtel.net.au. Or did you want them to send it to your email address if you've got another one? A Yeah.","start_word":1896,"end_word":1956,"intents":[{"intent":"Send email","confidence_score":0.035745427}]},{"text":"Melissa, I'll just place you on a brief hold. I'll I'll get back to you in about three to four minutes if that's okay. Oh, sure.","start_word":1992,"end_word":2017,"intents":[{"intent":"Request call back","confidence_score":0.05487599}]}]},"sentiments":{"segments":[{"text":"Welcome to ANZ Worldline Payment Solutions merchant services.","start_word":0,"end_word":7,"sentiment":"positive","sentiment_score":0.34657296538352966},{"text":"Please enter your merchant ID or VP number followed by the hash key. Please enter your merchant ID or VP number followed by the hash key. For technical issues or assistance using your merchant facility, press 1. For transactions, settlements, ordering paper rolls, or obtaining manual authorizations, press 2. To inquire about making changes to your existing merchant facility, press 3. To inquire about a new merchant facility, set up an additional site, or changing ownership of a business, press 4. For billing inquiries, press 5. To hear these options again, press 8. For assistance for issues using a terminal connected to your point of sale, press 1. For assistance for issues using all other terminals, press 2. For assistance for issues using your ecommerce facility, press 3. To return to the main menu, press 7. To hear these opt Please have your merchant ID ready. This can be found at the top of your receipts or on your statement. One moment while your call is transferred. Your call may be recorded for the purposes described in ANZ Worldwide Payment Solutions privacy policy, which is available at our website. Thank you for waiting. An operator will be with you shortly.","start_word":8,"end_word":207,"sentiment":"neutral","sentiment_score":0.054216768592596054},{"text":"We apologize for the continuing delay.","start_word":208,"end_word":213,"sentiment":"negative","sentiment_score":-0.38121312856674194},{"text":"We appreciate that your time is important, and we'll ensure that your call is answered as soon as possible. Your estimated wait time is less than thirty seconds. Instead of waiting on hold, you can get a callback from the next available agent by pressing 1. Otherwise, stay on line, and the next available operator will answer your call.","start_word":214,"end_word":272,"sentiment":"neutral","sentiment_score":-0.07341723144054413},{"text":"Welcome to agent of online payment solutions. You're speaking with Santi. How may I help you today?","start_word":273,"end_word":289,"sentiment":"positive","sentiment_score":0.4211482107639313},{"text":"Hi, Sandy. This is Melissa from Airtel AU. I'm reaching out in reference to a procedure on how to delete a card details saved on the ANZ portal. Okay. And what's the terminal ID number or a VP number for me to first pull up the account? Oh, I don't have the VP number, but I do have the pattern ID, 85 Yep. 735. Alright. Can I just quickly put you on hold, load these details, and get back to you within three to five minutes? Oh, sure.","start_word":290,"end_word":377,"sentiment":"neutral","sentiment_score":0.023392235299318352},{"text":"Thank you, Thank Sandy. you.","start_word":378,"end_word":382,"sentiment":"positive","sentiment_score":0.493554025888443},{"text":"I'll be on the line. Sure.","start_word":383,"end_word":388,"sentiment":"neutral","sentiment_score":0.27370285987854004},{"text":"Thank you. Thank you so much for being on hold with Hi.","start_word":389,"end_word":400,"sentiment":"positive","sentiment_score":0.4039974510669708},{"text":"hello? You're welcome. Hi. Is this for A to A U Proprietary Limited? Yes. Trading at 217520 Collins Street, Melbourne Street, Melbourne 3000. That's correct. And the primary contact number ending with 3799. Yes. Domenico. Perfect. And whom am I speaking to? Yeah. This is Melissa from accounts department of Airtel. Perfect.","start_word":401,"end_word":452,"sentiment":"neutral","sentiment_score":0.06709691882133484},{"text":"Thank you so much for confirming the details, Melissa.","start_word":453,"end_word":461,"sentiment":"positive","sentiment_score":0.3948132395744324},{"text":"So you wanted to remove the card details from the portal? Yes. Because we do have some customers Yeah. who save their card details. However, Mhmm. Mhmm. there are some that they are requesting to remove it. Okay. So when you mentioned card details, are those card details saved on your portal? Or Yeah. so They where save did it from you the ANZ portal. When they process mhmm. the payment, they save it from Okay. the ANZ portal. Okay. So you want to remove the merchant's customer's card details from your Yes. AMSED portal. Is that correct? Yes. That's correct. In that way, when we do the automatic payment for all Yep. the save cards, Mhmm. that specific customer won't be charged automatically end. So is this an eGates facility that you're talking about, or is this okay. Just bear with me. Just checking from my end as well. Yeah. I believe it's the what they call ecommerce facility. Ecommerce facility. Okay. Can I just quickly put you again on hold, check through my systems, and get back to you within three to five minutes, please? Oh, sure, Sandy. Thank Thank you.","start_word":462,"end_word":654,"sentiment":"neutral","sentiment_score":0.004213731270283461},{"text":"Thank you so much for being on hold with me, Melissa.","start_word":655,"end_word":665,"sentiment":"positive","sentiment_score":0.4027038812637329},{"text":"You're welcome. Alright. So have you tried to email ecommerce team in regards with this inquiry? Not yet. Because this is the only phone number that I've got, and I'm not really sure which correct email I will reach Okay. out in reference to my concern. Okay. I'm just checking along with this as well to give you more information. I just quickly need few more minutes of yours for me to go ahead, check that, and get back to you. Okay? Okay. I would just be back in three to five minutes.","start_word":666,"end_word":758,"sentiment":"neutral","sentiment_score":-0.03305810401516576},{"text":"Thank you. Thank you so much for being on hold with me, Melissa.","start_word":759,"end_word":771,"sentiment":"positive","sentiment_score":0.568191647529602},{"text":"No worries. Alright. I would advise you to email ecommerce team with all the details and the card details of the customer and the card details that you wanted to remove from your ANZ portal. And do you want me to provide you with the email address? Yes, please. So it's anzecommercesupport@anz.com. Okay. One moment, please. Sure. So you said a alpha, n Nancy, z zebra. Right? Yep. Ecommerce Yep. Support support at a n zed dot com. a n z dot com. Alright. So you mentioned card details, but it's okay just to provide the name on the card and the last four. Right? Because we don't have the full card details for security measure. Okay. So we can't provide that. Yes. I totally understand that. Because as this is through the ecommerce team, so Mhmm. Do you have any online portal right now with you? Yeah. We do have. And that's the bottom line. That's the thing that I wanted to know. If Yep. there's any procedure or details on how we can delete the details from our portal, a and z So portal. we Because can't update or add in through the details. So you want to delete the details. Correct? yes. Because the customer was the one who saved the card details from the portal because they do have an access to process the payment. And then on our end, what we see is the last four digit kind Mhmm. of card if it's a Visa or Mastercard and the name. Yep. Yep. So I'm just wondering if we have an option or access to delete this card. Okay. In this case, I have to escalate this case and put you to escalations department where they will be able to assist you with this inquiry. Do you have your ID, your ecommerce ID, or any ID for me to put in through? I don't have, but I can provide you my email address. Not the email address, but the portal. So do you log in in through eGate Oh, yeah. portal I do have. or ecommerce portal? Yes. One moment. Okay? Let me Sure. just check. Yes. It It doesn't show an ID, but I do see the username. Yeah. What's the username? Okay. It's melissa, m e Mhmm. l I s s a, Yep. @airtel.net.au. So do you use e cyber source or MPGS? Which portal is this? Where can I identify that? It shows So here mhmm. ANZ word line payment solution. Okay. So is it CyberSource, CyberSource. It Or is it MPGS? does show here ecommerce gateway. Ecommerce gateway. Okay. What I would do is I would just have to put you through the escalations department where they will be able to assist you with this inquiry. For that, I would just have to pop you on hold for about three to five minutes, bring my consultant online, and they can assist you. Okay? Okay. Sure.","start_word":772,"end_word":1264,"sentiment":"neutral","sentiment_score":-0.013740902459135555},{"text":"And kindly Thank you.","start_word":1265,"end_word":1268,"sentiment":"positive","sentiment_score":0.4249594807624817},{"text":"include the pattern ID because prior to this, they've provided me this ID. In that way, they could easily access our accounts. 85735. 85735. Seven 35. Yeah. So what number is that? Pattern ID. It says in here, ecommerce gateway, pattern ID 85735. Because the last time that I've called you guys, they advised me if I will be calling to easily access and identify our merchant facility. I will be providing these details. Alright. In this case, I have to put you through the escalations department and give them these details, and they can assist you. For that, I would just have to pop you on hold for about three to five minutes. Okay? Okay. Go, Sandy.","start_word":1269,"end_word":1386,"sentiment":"neutral","sentiment_score":0.05976813141319711},{"text":"Thank you. Thank you. All good. Thank you for being on hold with me, Melissa.","start_word":1387,"end_word":1401,"sentiment":"positive","sentiment_score":0.4825294613838196},{"text":"Mhmm. I do have Joshua from the escalations department, and I have provided him with all the details, and he will be able to assist you. And, Joshua, that's Melissa.","start_word":1402,"end_word":1431,"sentiment":"neutral","sentiment_score":0.2041615694761276},{"text":"Thanks for that, Sandy. Good afternoon, Melissa. How are you today?","start_word":1432,"end_word":1442,"sentiment":"positive","sentiment_score":0.427189975976944},{"text":"Hi. Good afternoon, Joshua.","start_word":1443,"end_word":1446,"sentiment":"neutral","sentiment_score":0.2368030846118927},{"text":"I'm good. Thank you for asking. That's So good.","start_word":1447,"end_word":1455,"sentiment":"positive","sentiment_score":0.4348327517509461},{"text":"Yes. Yeah. My colleague's given me some information in regards to the inquiry, Melissa. I understand that you were you were unable to remove a customer's card details from the portal. Is that correct? Yeah. Actually, we have not tried because we don't know how to do it from the No. portal. That's alright. Yeah. Okay. So just taking a look at your facility here. Mhmm. So were you or have you processed a transaction using this customer's card details before? Yes. Yeah. So what is the deal is our payment gateway is the a n z portal, And then we're using a Splints. We're providing a customer access wherein when they process a payment, they are routed to process it through ANZ. And Yeah. then they save their card. Alright? So once the their card has been saved, our back end account is processing a automatic payments on a monthly basis. So all card Yeah. details saved has Yeah. processed this automatic payment because it's what's saved. However, there are some customers who opted to delete the saved card details prior. So that's the Yeah. thing that we need as support. Is Okay. there any option for us to Alright. delete the card details from our portal, a and z word Ah, line? yes. I understand. Yeah. So the you're using Anet as a gateway for Yes. your website. Right? What was your what was your provider name, Melissa? Our what do Or you call which this provider system? were you It's using? Yeah. Yeah. Splingx, was it? Okay. Let me just note this down. Yeah. So for this for this inquiry, Melissa, I will need to tie in our ecommerce support team. But what Mhmm. I'll do is I'll I'll I'll communicate with that team just to let them know exactly what's happened, and then they can give you the process onto your email as well there, Melissa. But yeah. So just wanting to clarify. So you are using ANZ as a gateway, and your provider is with Splinks. You've got customers who are on a subscription based on subscription based payments, and some customers were just wanting to cancel subscription or they were just wanting to delete their card Yeah. details from the system. Right? Yeah. I understand. That's correct. Mhmm. Yeah. Okay. Let me communicate this with the ecommerce team now, Melissa. Would you mind if I place you on a brief hold while I do that, and then I'll provide you with an update afterwards? Would that be okay? Oh, sure, Joshua.","start_word":1456,"end_word":1882,"sentiment":"neutral","sentiment_score":-0.0024922361741370283},{"text":"Thank Alright. you.","start_word":1883,"end_word":1885,"sentiment":"positive","sentiment_score":0.3876624703407288},{"text":"I'll be on the line.","start_word":1886,"end_word":1890,"sentiment":"neutral","sentiment_score":0.23427173495292664},{"text":"Alright. Thank you so much.","start_word":1891,"end_word":1895,"sentiment":"positive","sentiment_score":0.5479193925857544},{"text":"Also, Melissa, I've got an email address here. So our ecommerce team, they do not have a direct line, but they'll be able to provide you with or communicate to you via email. I've got an email address here, which is dominico@airtel.net.au. Or did you want them to send it to your email address if you've got another one? A Yeah. Please send the instruction to my email address because I'm the one in charge with this. Melissa Mhmm. @airtel.net.au. Ah, yes. I can see you provided that to my colleague as well.","start_word":1896,"end_word":1988,"sentiment":"neutral","sentiment_score":0.05201260348962199},{"text":"Alright. Beautiful.","start_word":1989,"end_word":1990,"sentiment":"positive","sentiment_score":0.5026379823684692},{"text":"Okay. Melissa, I'll just place you on a brief hold. I'll I'll get back to you in about three to four minutes if that's okay. Oh, sure.","start_word":1991,"end_word":2017,"sentiment":"neutral","sentiment_score":0.11720085144042967},{"text":"Thank you. Thank you so much.","start_word":2018,"end_word":2023,"sentiment":"positive","sentiment_score":0.5241776704788208},{"text":"One of you too. Hi there, Melissa.","start_word":2024,"end_word":2030,"sentiment":"neutral","sentiment_score":0.26281294226646423},{"text":"Thank you so much for waiting on the line.","start_word":2031,"end_word":2039,"sentiment":"positive","sentiment_score":0.4781515300273895},{"text":"Okay. No worries. Alright, Melissa. So I've reached out to our ecommerce team to investigate. I've given them all the information in regards to your inquiry. But, yes, they will just have to investigate and take a look because with our different providers, there are different processes in place for that. So what they'll do is once they've got an outcome, they'll reach out to you onto your email address just to give you the process on how to remove the cardholder's details there. Okay? Okay. That's Yes.","start_word":2040,"end_word":2127,"sentiment":"neutral","sentiment_score":0.0561625175178051},{"text":"perfect.","start_word":2128,"end_word":2128,"sentiment":"positive","sentiment_score":0.47235244512557983},{"text":"And Alright. is And there any on expected time frame to get oh, the yes. So it should just be around one business day for that one. So if okay. it's not by today, it should be by tomorrow. But yes. But if I would that as well, once you receive the email, they are contactable through that same email as well. So once you once they reach out to you, you can just respond back to that email address if you have any further inquiries in regards to the online facility. Okay.","start_word":2129,"end_word":2221,"sentiment":"neutral","sentiment_score":0.10203790664672852},{"text":"That's wonderful. Thank you so much for your help, Josh.","start_word":2222,"end_word":2231,"sentiment":"positive","sentiment_score":0.5945895910263062},{"text":"No I'll worries. just wait for their update. Okay? Yep. No worries. Would you like a call Alright. reference for this call as well? Oh, sure. Thank you. Of course. Whenever you're ready. Yes, ma'am. Alright. It's 05757165. Okay. 05757165. That's correct. And was there anything else at all that I could assist you with while you've got me here? None so far, Josh.","start_word":2232,"end_word":2295,"sentiment":"neutral","sentiment_score":0.08876466937363148},{"text":"Appreciate Okay. your help and time today.","start_word":2296,"end_word":2302,"sentiment":"positive","sentiment_score":0.5019157528877258},{"text":"No worries. You'll hear from the team soon. Okay?","start_word":2303,"end_word":2311,"sentiment":"neutral","sentiment_score":0.3053644299507141},{"text":"Thank you so much. Thank you. Have Bye. a good one. Have a good day.","start_word":2312,"end_word":2326,"sentiment":"positive","sentiment_score":0.6835044622421265},{"text":"Bye. Bye.","start_word":2327,"end_word":2328,"sentiment":"neutral","sentiment_score":0.22445356845855713}],"average":{"sentiment":"neutral","sentiment_score":0.05848957539622066}}}}