{"metadata":{"transaction_key":"deprecated","request_id":"019fe990-0bb2-7ee1-b193-66b8fa375bea","sha256":"0d9b42846f32bd8d54f0601fb1a7f9317b98b3aed29d90780d1b72487166173c","created":"2026-08-10T02:46:01.116Z","duration":613.22394,"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":1739,"output_tokens":98},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1893,"output_tokens":1897},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1893,"output_tokens":40}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. This is Airtel accounts. How may I help you today? Sure. I will be more than happy to assist you today. May I have your full name, please? Nice to have you in the line, mister Kim. And your date of birth, please? Thank you. And, yeah, how may I help you with your recent bill? Are you pertaining with your August bill, $93.46? Okay. Sure. Let me just go over to your account and find it why. Because, yeah, I do see in here the last invoice July is a different amount, but let me just check on here. Okay? Just give me a minute or two. Mhmm. Oh, yeah. Yeah. I I do see this one because you're one of the customers who have this plan. So when you check out the website before, it says the plan is fiber boost, and then it's showing 500. However, the 500 MBPS, it's like a boost which is applicable to selected areas. However, with this plan, the actual Mbps is 100 Mbps, which will already been corrected, and it can be boosted up to 500. But let me just check it further with your account. Okay? So, technically yeah. So, technically, your plan is the 100 MBPS. I'm trying to go over to your order receipt now. And do you still remember the amount to which plan that you selected? Is this the $79.95? Sure. Not a problem. Because, I believe they just confirm, your selected plan over the phone or via email because the order only indicate the net the contract that you would like, which is twelve month. So in this case, I believe out. Mm-mm. Yeah. So that's the 100 actual MBPS, which is $89.95 with what we call Zuppa Family Pass. The actual NDPS is one 100 slash 40, 100 upload 100 download and then 40 upload, but it can be boosted to 500. Alright. Mm-mm. I can see it. It shows here a family boost $505,100. So the recent one. Yeah. That's correct. I I I got your concern here, but you never requested any Planet Grade? Upgrade for the plan. No? Okay. I got it. Just give me a minute. Okay? Let me just check on here. Thank you so much, mister Kim. Thank you so much for patiently waiting on the line, mister Kim. So, here's what I did. I've already submitted a request to our tech team to double check the plan. And then once I've got the response from them, I will definitely correct your invoice, and then I will call you back to give you an update. Is that okay? Yeah. As I've mentioned, the the SupaFamily actual speed is 100 and b p s, and then it can be boosted to 500, but the price is the same, $89.95. What I'm trying to get a response from here is the plan that was indicated from your invoice, recent invoice, which is showing $99.95 plus GST. It seems like a different amount. Right? So, basically, going back, your original plan should be Supa Family Fast, which is $89.95. The actual MBPS for that is 100 MBPS, the actual one, and it can be boosted to 500. Because, when you check out, it shows 500, but they've already corrected it because the 500 is not the actual one, and it's gives some confusion from our customer. Reason why they corrected it to 100, but that's the same pricing, $89.95, which supposed to be the opted or chosen plan you've confirmed with us. Right? So what I'm trying to wait now is the response from our tech team to check the plan that was encoded to your account, and then I'll get back to you. And then I will also sort your invoice. I understand that you've it's already been paid, but I will go ahead and sort this out. I will call you back. Okay? I'll call you back. Your phone number is ends in 5540. And, again, you have not requested for any plan upgrade. Right? Yeah. No. Okay. And then your MBPS that you're getting, have you checked? Because the actually, it's 100, and that's worked for you if only 100 MBPS. Because that's the actual plan for that amount, $89.95, Supa Family Pass. And it's really depend from the location if you will be able to get the boost of 500. But the actual plan is only 100 and b p s for the selected plan that you opted, which is Supa Family Fast, 80 $9.95. Yeah. It can be higher than the actual plan because there are selected areas, and it's really from depends from the areas and the device they're using if they will be able to get the 500 MBPS boosted. Because it's set up as a boost one, but it's really depends from the premises or area. But the actual, MBPS that you should be getting for what you are paying for the plan is $89.95. Yeah? Okay. So, yeah, I'll call you back once I've got a response to sort this out for you. Okay? I'm just waiting for them. Mm-mm. Yeah. It's already been changed. They removed the boost because it's gives some confusion to the customer that once they get the this plan showing $89.95, they will automatically get the 500 and b p s, which is not how it works. It's 100 and b p s actual, and then it can be possibly boosted, but it's really depends from the premises and how the device has been connected. Yeah. It's showing $99.95, but I believe you are also getting the 15% discount. So I've checked on here, it's showing. But based on the yes. It's recently. That's right. Yes. The 80 $9.90 5. When you sign up, you opted for the $89.95. Which Sure. Sure. Thank you. Talk to you soon, mister Kim. Bye bye. Mhmm. 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Good afternoon. This is Airtel accounts. How may I help you today? Sure.\n\nI will be more than happy to assist you today. May I have your full name, please? Nice to have you in the line, mister Kim. And your date of birth, please? Thank you.\n\nAnd, yeah, how may I help you with your recent bill? Are you pertaining with your August bill, $93.46? Okay. Sure. Let me just go over to your account and find it why.\n\nBecause, yeah, I do see in here the last invoice July is a different amount, but let me just check on here. Okay? Just give me a minute or two. Mhmm. Oh, yeah.\n\nYeah. I I do see this one because you're one of the customers who have this plan. So when you check out the website before, it says the plan is fiber boost, and then it's showing 500. However, the 500 MBPS, it's like a boost which is applicable to selected areas. However, with this plan, the actual Mbps is 100 Mbps, which will already been corrected, and it can be boosted up to 500.\n\nBut let me just check it further with your account. Okay? So, technically yeah. So, technically, your plan is the 100 MBPS. I'm trying to go over to your order receipt now.\n\nAnd do you still remember the amount to which plan that you selected? Is this the $79.95? Sure. Not a problem. Because, I believe they just confirm, your selected plan over the phone or via email because the order only indicate the net the contract that you would like, which is twelve month.\n\nSo in this case, I believe out. Mm-mm. Yeah. So that's the 100 actual MBPS, which is $89.95 with what we call Zuppa Family Pass. The actual NDPS is one 100 slash 40, 100 upload 100 download and then 40 upload, but it can be boosted to 500.\n\nAlright. Mm-mm. I can see it. It shows here a family boost $505,100. So the recent one.\n\nYeah. That's correct. I I I got your concern here, but you never requested any Planet Grade? Upgrade for the plan. No?\n\nOkay. I got it. Just give me a minute. Okay? Let me just check on here.\n\nThank you so much, mister Kim. Thank you so much for patiently waiting on the line, mister Kim. So, here's what I did. I've already submitted a request to our tech team to double check the plan. And then once I've got the response from them, I will definitely correct your invoice, and then I will call you back to give you an update.\n\nIs that okay? Yeah. As I've mentioned, the the SupaFamily actual speed is 100 and b p s, and then it can be boosted to 500, but the price is the same, $89.95. What I'm trying to get a response from here is the plan that was indicated from your invoice, recent invoice, which is showing $99.95 plus GST. It seems like a different amount.\n\nRight? So, basically, going back, your original plan should be Supa Family Fast, which is $89.95. The actual MBPS for that is 100 MBPS, the actual one, and it can be boosted to 500. Because, when you check out, it shows 500, but they've already corrected it because the 500 is not the actual one, and it's gives some confusion from our customer. Reason why they corrected it to 100, but that's the same pricing, $89.95, which supposed to be the opted or chosen plan you've confirmed with us.\n\nRight? So what I'm trying to wait now is the response from our tech team to check the plan that was encoded to your account, and then I'll get back to you. And then I will also sort your invoice. I understand that you've it's already been paid, but I will go ahead and sort this out. I will call you back.\n\nOkay? I'll call you back. Your phone number is ends in 5540. And, again, you have not requested for any plan upgrade. Right?\n\nYeah. No. Okay. And then your MBPS that you're getting, have you checked? Because the actually, it's 100, and that's worked for you if only 100 MBPS.\n\nBecause that's the actual plan for that amount, $89.95, Supa Family Pass. And it's really depend from the location if you will be able to get the boost of 500. But the actual plan is only 100 and b p s for the selected plan that you opted, which is Supa Family Fast, 80 $9.95. Yeah. It can be higher than the actual plan because there are selected areas, and it's really from depends from the areas and the device they're using if they will be able to get the 500 MBPS boosted.\n\nBecause it's set up as a boost one, but it's really depends from the premises or area. But the actual, MBPS that you should be getting for what you are paying for the plan is $89.95. Yeah? Okay. So, yeah, I'll call you back once I've got a response to sort this out for you.\n\nOkay? I'm just waiting for them. Mm-mm. Yeah. It's already been changed.\n\nThey removed the boost because it's gives some confusion to the customer that once they get the this plan showing $89.95, they will automatically get the 500 and b p s, which is not how it works. It's 100 and b p s actual, and then it can be possibly boosted, but it's really depends from the premises and how the device has been connected. Yeah. It's showing $99.95, but I believe you are also getting the 15% discount. So I've checked on here, it's showing.\n\nBut based on the yes. It's recently. That's right. Yes. The 80 $9.90 5.\n\nWhen you sign up, you opted for the $89.95. Which Sure. Sure. Thank you. Talk to you soon, mister Kim.\n\nBye bye. Mhmm. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.08,"end":0.24,"sentiment":"neutral","sentiment_score":0.2854742705821991},{"text":"Good afternoon.","start":0.24,"end":0.9,"sentiment":"positive","sentiment_score":0.47253111004829407},{"text":"This is Airtel accounts.","start":0.96,"end":2.24,"sentiment":"positive","sentiment_score":0.3928036391735077},{"text":"How may I help you today?","start":2.24,"end":3.54,"sentiment":"positive","sentiment_score":0.4245133101940155},{"text":"Sure.","start":12.215,"end":12.535,"sentiment":"positive","sentiment_score":0.4502212405204773}],"sentiment":"positive","sentiment_score":0.4142180106469563,"num_words":14,"start":0.08,"end":12.535},{"sentences":[{"text":"I will be more than happy to assist you today.","start":12.535,"end":14.935,"sentiment":"positive","sentiment_score":0.6937433838844299},{"text":"May I have your full name, please?","start":14.935,"end":16.955,"sentiment":"neutral","sentiment_score":0.29785589235169546},{"text":"Nice to have you in the line, mister Kim.","start":22.615,"end":24.535,"sentiment":"positive","sentiment_score":0.6202313303947449},{"text":"And your date of birth, please?","start":24.535,"end":25.92,"sentiment":"neutral","sentiment_score":0.23493230094512305},{"text":"Thank you.","start":30.24,"end":31.04,"sentiment":"positive","sentiment_score":0.39073263108730316}],"sentiment":"positive","sentiment_score":0.49398723902071223,"num_words":34,"start":12.535,"end":31.04},{"sentences":[{"text":"And, yeah, how may I help you with your recent bill?","start":31.04,"end":34.4,"sentiment":"neutral","sentiment_score":0.2436410500244661},{"text":"Are you pertaining with your August bill, $93.46?","start":34.4,"end":39.015,"sentiment":"neutral","sentiment_score":0.02575011516455561},{"text":"Okay.","start":66.085,"end":66.585,"sentiment":"neutral","sentiment_score":-0.02670459076762199},{"text":"Sure.","start":66.645,"end":66.965,"sentiment":"neutral","sentiment_score":-0.010395638644695282},{"text":"Let me just go over to your account and find it why.","start":66.965,"end":71.545,"sentiment":"neutral","sentiment_score":0.013398411218076944}],"sentiment":"neutral","sentiment_score":0.09120403566030842,"num_words":33,"start":31.04,"end":71.545},{"sentences":[{"text":"Because, yeah, I do see in here the last invoice July is a different amount, but let me just check on here.","start":71.765,"end":79.445,"sentiment":"neutral","sentiment_score":-0.07263399440456521},{"text":"Okay?","start":79.445,"end":79.845,"sentiment":"neutral","sentiment_score":-0.014969098381698132},{"text":"Just give me a minute or two.","start":79.845,"end":81.625,"sentiment":"neutral","sentiment_score":-0.01808814172233854},{"text":"Mhmm.","start":85.020004,"end":85.520004,"sentiment":"neutral","sentiment_score":-0.013791188597679138},{"text":"Oh, yeah.","start":96.145004,"end":98.865005,"sentiment":"neutral","sentiment_score":0.0016903565265238285}],"sentiment":"neutral","sentiment_score":-0.05302861948130709,"num_words":33,"start":71.765,"end":98.865005},{"sentences":[{"text":"Yeah.","start":98.865005,"end":99.105,"sentiment":"neutral","sentiment_score":0.005780937150120735},{"text":"I I do see this one because you're one of the customers who have this plan.","start":99.105,"end":106.065,"sentiment":"neutral","sentiment_score":0.022512660245411098},{"text":"So when you check out the website before, it says the plan is fiber boost, and then it's showing 500.","start":106.065,"end":116.32,"sentiment":"neutral","sentiment_score":-0.010753025114536286},{"text":"However, the 500 MBPS, it's like a boost which is applicable to selected areas.","start":116.7,"end":127.095,"sentiment":"neutral","sentiment_score":-0.025320615752467086},{"text":"However, with this plan, the actual Mbps is 100 Mbps, which will already been corrected, and it can be boosted up to 500.","start":127.155,"end":137.555,"sentiment":"neutral","sentiment_score":0.03178665017628152}],"sentiment":"neutral","sentiment_score":0.007128747733863625,"num_words":74,"start":98.865005,"end":137.555},{"sentences":[{"text":"But let me just check it further with your account.","start":137.555,"end":140.55,"sentiment":"neutral","sentiment_score":-0.010658050142228603},{"text":"Okay?","start":140.55,"end":141.05,"sentiment":"neutral","sentiment_score":0.004561524838209152},{"text":"So, technically yeah.","start":141.59,"end":145.51001,"sentiment":"neutral","sentiment_score":-0.008421075840791067},{"text":"So, technically, your plan is the 100 MBPS.","start":145.51001,"end":152.895,"sentiment":"neutral","sentiment_score":0.018469441682100296},{"text":"I'm trying to go over to your order receipt now.","start":153.355,"end":157.935,"sentiment":"neutral","sentiment_score":0.040964221395552156}],"sentiment":"neutral","sentiment_score":0.013441110728308558,"num_words":32,"start":137.555,"end":157.935},{"sentences":[{"text":"And do you still remember the amount to which plan that you selected?","start":158.235,"end":163.455,"sentiment":"neutral","sentiment_score":-0.0006805784427202665},{"text":"Is this the $79.95?","start":163.595,"end":166.85,"sentiment":"neutral","sentiment_score":-0.03273653704673052},{"text":"Sure.","start":184.565,"end":184.96501,"sentiment":"neutral","sentiment_score":0.2228195071220398},{"text":"Not a problem.","start":184.96501,"end":185.845,"sentiment":"positive","sentiment_score":0.34130508701006573},{"text":"Because, I believe they just confirm, your selected plan over the phone or via email because the order only indicate the net the contract that you would like, which is twelve month.","start":185.845,"end":200.43001,"sentiment":"neutral","sentiment_score":0.16880540712736547}],"sentiment":"neutral","sentiment_score":0.12280592694878578,"num_words":53,"start":158.235,"end":200.43001},{"sentences":[{"text":"So in this case, I believe out.","start":200.57,"end":202.75,"sentiment":"neutral","sentiment_score":-0.08136078129921641},{"text":"Mm-mm.","start":207.13,"end":207.63,"sentiment":"neutral","sentiment_score":-0.047097254544496536},{"text":"Yeah.","start":212.305,"end":212.625,"sentiment":"neutral","sentiment_score":0.04341379553079605},{"text":"So that's the 100 actual MBPS, which is $89.95 with what we call Zuppa Family Pass.","start":212.625,"end":223.045,"sentiment":"neutral","sentiment_score":0.08304326958023012},{"text":"The actual NDPS is one 100 slash 40, 100 upload 100 download and then 40 upload, but it can be boosted to 500.","start":224.69,"end":236.63,"sentiment":"neutral","sentiment_score":0.046414184991432274}],"sentiment":"neutral","sentiment_score":0.037979367499550186,"num_words":48,"start":200.57,"end":236.63},{"sentences":[{"text":"Alright.","start":239.91501,"end":240.41501,"sentiment":"neutral","sentiment_score":0.11225968599319458},{"text":"Mm-mm.","start":245.595,"end":246.095,"sentiment":"neutral","sentiment_score":0.04726594313979149},{"text":"I can see it.","start":247.835,"end":248.71501,"sentiment":"neutral","sentiment_score":0.07164015248417854},{"text":"It shows here a family boost $505,100.","start":248.71501,"end":252.41501,"sentiment":"neutral","sentiment_score":0.07777782103845052},{"text":"So the recent one.","start":257.89,"end":259.35,"sentiment":"neutral","sentiment_score":-0.044974387157708406}],"sentiment":"neutral","sentiment_score":0.04768431986517766,"num_words":17,"start":239.91501,"end":259.35},{"sentences":[{"text":"Yeah.","start":259.49,"end":259.99,"sentiment":"neutral","sentiment_score":0.008567140437662601},{"text":"That's correct.","start":260.13,"end":260.85,"sentiment":"neutral","sentiment_score":0.08367254585027695},{"text":"I I I got your concern here, but you never requested any Planet Grade?","start":260.85,"end":266.79,"sentiment":"neutral","sentiment_score":-0.15362557662384851},{"text":"Upgrade for the plan.","start":271.88498,"end":273.425,"sentiment":"neutral","sentiment_score":-0.11853817664086819},{"text":"No?","start":275.085,"end":275.565,"sentiment":"neutral","sentiment_score":-0.21799877285957336}],"sentiment":"neutral","sentiment_score":-0.12122715090994131,"num_words":22,"start":259.49,"end":275.565},{"sentences":[{"text":"Okay.","start":275.565,"end":276.04498,"sentiment":"neutral","sentiment_score":-0.05772294104099274},{"text":"I got it.","start":276.04498,"end":276.76498,"sentiment":"neutral","sentiment_score":-0.04967793573935827},{"text":"Just give me a minute.","start":276.76498,"end":277.88498,"sentiment":"neutral","sentiment_score":-0.03552350178360939},{"text":"Okay?","start":277.88498,"end":278.28497,"sentiment":"neutral","sentiment_score":-0.013503014110028744},{"text":"Let me just check on here.","start":278.28497,"end":280.065,"sentiment":"neutral","sentiment_score":0.0039032610754172006}],"sentiment":"neutral","sentiment_score":-0.023403606552165,"num_words":16,"start":275.565,"end":280.065},{"sentences":[{"text":"Thank you so much, mister Kim.","start":280.205,"end":281.985,"sentiment":"positive","sentiment_score":0.47831205526987713},{"text":"Thank you so much for patiently waiting on the line, mister Kim.","start":315.25998,"end":318.3,"sentiment":"positive","sentiment_score":0.565829465786616},{"text":"So, here's what I did.","start":318.3,"end":320.24,"sentiment":"neutral","sentiment_score":0.18303024172782897},{"text":"I've already submitted a request to our tech team to double check the plan.","start":320.53998,"end":326.72,"sentiment":"neutral","sentiment_score":0.12830774805375508},{"text":"And then once I've got the response from them, I will definitely correct your invoice, and then I will call you back to give you an update.","start":326.88498,"end":335.76498,"sentiment":"neutral","sentiment_score":0.22531420516747017}],"sentiment":"neutral","sentiment_score":0.2883557678433135,"num_words":64,"start":280.205,"end":335.76498},{"sentences":[{"text":"Is that okay?","start":335.76498,"end":336.66498,"sentiment":"neutral","sentiment_score":0.12363919367392857},{"text":"Yeah.","start":344.19998,"end":344.52,"sentiment":"neutral","sentiment_score":-0.10222049057483672},{"text":"As I've mentioned, the the SupaFamily actual speed is 100 and b p s, and then it can be boosted to 500, but the price is the same, $89.95.","start":344.52,"end":356.51498,"sentiment":"neutral","sentiment_score":0.0606847765116856},{"text":"What I'm trying to get a response from here is the plan that was indicated from your invoice, recent invoice, which is showing $99.95 plus GST.","start":356.735,"end":367.955,"sentiment":"neutral","sentiment_score":0.010859641873349365},{"text":"It seems like a different amount.","start":368.76,"end":371.18,"sentiment":"neutral","sentiment_score":-0.022218904147545498}],"sentiment":"neutral","sentiment_score":0.03350142881704064,"num_words":65,"start":335.76498,"end":371.18},{"sentences":[{"text":"Right?","start":371.24,"end":371.74,"sentiment":"neutral","sentiment_score":0.02096556127071381},{"text":"So, basically, going back, your original plan should be Supa Family Fast, which is $89.95.","start":372.44,"end":381.34,"sentiment":"neutral","sentiment_score":0.051250482847293215},{"text":"The actual MBPS for that is 100 MBPS, the actual one, and it can be boosted to 500.","start":381.715,"end":388.455,"sentiment":"neutral","sentiment_score":-0.015360417154928049},{"text":"Because, when you check out, it shows 500, but they've already corrected it because the 500 is not the actual one, and it's gives some confusion from our customer.","start":388.91498,"end":399.66998,"sentiment":"negative","sentiment_score":-0.3507577198846587},{"text":"Reason why they corrected it to 100, but that's the same pricing, $89.95, which supposed to be the opted or chosen plan you've confirmed with us.","start":399.66998,"end":410.31,"sentiment":"neutral","sentiment_score":-0.05752882232459692}],"sentiment":"neutral","sentiment_score":-0.12533132541464287,"num_words":89,"start":371.24,"end":410.31},{"sentences":[{"text":"Right?","start":410.31,"end":410.81,"sentiment":"neutral","sentiment_score":0.001025138422846794},{"text":"So what I'm trying to wait now is the response from our tech team to check the plan that was encoded to your account, and then I'll get back to you.","start":411.10498,"end":422.485,"sentiment":"neutral","sentiment_score":0.03314471947810342},{"text":"And then I will also sort your invoice.","start":422.54498,"end":425.125,"sentiment":"neutral","sentiment_score":0.05063316924497485},{"text":"I understand that you've it's already been paid, but I will go ahead and sort this out.","start":425.52,"end":430.1,"sentiment":"neutral","sentiment_score":-0.020561745582038864},{"text":"I will call you back.","start":430.24,"end":431.52,"sentiment":"neutral","sentiment_score":0.031679614633321765}],"sentiment":"neutral","sentiment_score":0.020039116039932255,"num_words":62,"start":410.31,"end":431.52},{"sentences":[{"text":"Okay?","start":431.52,"end":432.0,"sentiment":"neutral","sentiment_score":0.019821589812636375},{"text":"I'll call you back.","start":432.0,"end":433.13998,"sentiment":"neutral","sentiment_score":0.011778912274166942},{"text":"Your phone number is ends in 5540.","start":433.6,"end":436.48,"sentiment":"neutral","sentiment_score":0.0005271783364670617},{"text":"And, again, you have not requested for any plan upgrade.","start":436.48,"end":442.715,"sentiment":"neutral","sentiment_score":-0.11622778922319413},{"text":"Right?","start":442.715,"end":443.215,"sentiment":"neutral","sentiment_score":-0.05197548493742943}],"sentiment":"neutral","sentiment_score":-0.04972286477846944,"num_words":23,"start":431.52,"end":443.215},{"sentences":[{"text":"Yeah.","start":446.715,"end":447.035,"sentiment":"neutral","sentiment_score":-0.13237854838371277},{"text":"No.","start":447.035,"end":447.435,"sentiment":"neutral","sentiment_score":-0.12661579251289368},{"text":"Okay.","start":447.435,"end":447.935,"sentiment":"neutral","sentiment_score":-0.04384753853082657},{"text":"And then your MBPS that you're getting, have you checked?","start":447.995,"end":452.815,"sentiment":"neutral","sentiment_score":-0.01636673044413328},{"text":"Because the actually, it's 100, and that's worked for you if only 100 MBPS.","start":453.8,"end":459.58,"sentiment":"neutral","sentiment_score":0.01902994087764195}],"sentiment":"neutral","sentiment_score":-0.007410741169695501,"num_words":27,"start":446.715,"end":459.58},{"sentences":[{"text":"Because that's the actual plan for that amount, $89.95, Supa Family Pass.","start":462.36,"end":469.125,"sentiment":"neutral","sentiment_score":0.007876938752209147},{"text":"And it's really depend from the location if you will be able to get the boost of 500.","start":469.845,"end":475.385,"sentiment":"neutral","sentiment_score":-0.0002715697305070037},{"text":"But the actual plan is only 100 and b p s for the selected plan that you opted, which is Supa Family Fast, 80 $9.95.","start":475.445,"end":485.86,"sentiment":"neutral","sentiment_score":-0.004737840928137302},{"text":"Yeah.","start":489.91998,"end":490.24,"sentiment":"neutral","sentiment_score":0.14210833609104156},{"text":"It can be higher than the actual plan because there are selected areas, and it's really from depends from the areas and the device they're using if they will be able to get the 500 MBPS boosted.","start":490.24,"end":507.645,"sentiment":"neutral","sentiment_score":0.14979731190848994}],"sentiment":"neutral","sentiment_score":0.060815030789022805,"num_words":93,"start":462.36,"end":507.645},{"sentences":[{"text":"Because it's set up as a boost one, but it's really depends from the premises or area.","start":508.025,"end":513.485,"sentiment":"neutral","sentiment_score":-0.00015948833349873018},{"text":"But the actual, MBPS that you should be getting for what you are paying for the plan is $89.95.","start":513.92,"end":522.66,"sentiment":"neutral","sentiment_score":0.049803440802191436},{"text":"Yeah?","start":526.16,"end":526.63995,"sentiment":"neutral","sentiment_score":0.05955458804965019},{"text":"Okay.","start":526.63995,"end":527.13995,"sentiment":"neutral","sentiment_score":0.06153012812137604},{"text":"So, yeah, I'll call you back once I've got a response to sort this out for you.","start":527.265,"end":532.385,"sentiment":"neutral","sentiment_score":0.16647647102089488}],"sentiment":"neutral","sentiment_score":0.07081343267451633,"num_words":55,"start":508.025,"end":532.385},{"sentences":[{"text":"Okay?","start":532.385,"end":532.885,"sentiment":"neutral","sentiment_score":0.034417688846588135},{"text":"I'm just waiting for them.","start":533.34503,"end":534.885,"sentiment":"neutral","sentiment_score":-0.05703376233577728},{"text":"Mm-mm.","start":538.065,"end":538.22504,"sentiment":"neutral","sentiment_score":-0.01544548012316227},{"text":"Yeah.","start":538.22504,"end":538.54504,"sentiment":"neutral","sentiment_score":-0.02001643367111683},{"text":"It's already been changed.","start":538.54504,"end":540.145,"sentiment":"neutral","sentiment_score":-0.09403469413518906}],"sentiment":"neutral","sentiment_score":-0.055195984430611134,"num_words":12,"start":532.385,"end":540.145},{"sentences":[{"text":"They removed the boost because it's gives some confusion to the customer that once they get the this plan showing $89.95, they will automatically get the 500 and b p s, which is not how it works.","start":540.145,"end":554.625,"sentiment":"neutral","sentiment_score":-0.10284535647244067},{"text":"It's 100 and b p s actual, and then it can be possibly boosted, but it's really depends from the premises and how the device has been connected.","start":555.265,"end":565.765,"sentiment":"neutral","sentiment_score":-0.01190558125797127},{"text":"Yeah.","start":570.38,"end":570.62,"sentiment":"neutral","sentiment_score":0.03428525850176811},{"text":"It's showing $99.95, but I believe you are also getting the 15% discount.","start":570.62,"end":580.64,"sentiment":"neutral","sentiment_score":0.18503490720803922},{"text":"So I've checked on here, it's showing.","start":581.02,"end":583.28,"sentiment":"neutral","sentiment_score":0.06906272630606379}],"sentiment":"neutral","sentiment_score":-0.014133213120404371,"num_words":86,"start":540.145,"end":583.28},{"sentences":[{"text":"But based on the yes.","start":583.835,"end":590.235,"sentiment":"neutral","sentiment_score":0.0360912635922432},{"text":"It's recently.","start":590.235,"end":591.135,"sentiment":"neutral","sentiment_score":0.09785277023911476},{"text":"That's right.","start":591.275,"end":592.015,"sentiment":"neutral","sentiment_score":0.17736279964447021},{"text":"Yes.","start":598.52997,"end":598.93,"sentiment":"neutral","sentiment_score":0.10638757050037384},{"text":"The 80 $9.90 5.","start":598.93,"end":600.37,"sentiment":"neutral","sentiment_score":0.06975740008056164}],"sentiment":"neutral","sentiment_score":0.07973604489650045,"num_words":14,"start":583.835,"end":600.37},{"sentences":[{"text":"When you sign up, you opted for the $89.95.","start":600.37,"end":603.75,"sentiment":"neutral","sentiment_score":0.09582992891470592},{"text":"Which Sure.","start":604.2089,"end":606.84894,"sentiment":"neutral","sentiment_score":0.14371100068092346},{"text":"Sure.","start":606.84894,"end":607.3289,"sentiment":"neutral","sentiment_score":0.11790269613265993},{"text":"Thank you.","start":607.3289,"end":608.04895,"sentiment":"positive","sentiment_score":0.6320453882217407},{"text":"Talk to you soon, mister Kim.","start":608.04895,"end":609.7489,"sentiment":"positive","sentiment_score":0.3625325908263524}],"sentiment":"neutral","sentiment_score":0.2353540189564228,"num_words":20,"start":600.37,"end":609.7489},{"sentences":[{"text":"Bye bye.","start":610.04895,"end":610.7089,"sentiment":"positive","sentiment_score":0.42847010493278503},{"text":"Mhmm.","start":611.3289,"end":611.6489,"sentiment":"neutral","sentiment_score":0.16410836577415466},{"text":"Bye.","start":611.6489,"end":612.1489,"sentiment":"neutral","sentiment_score":-0.12228523194789886}],"sentiment":"neutral","sentiment_score":0.22469083592295647,"num_words":4,"start":610.04895,"end":612.1489}]}}]},{"alternatives":[{"transcript":"Hi. I just have a question regarding the invoice I received. Yeah. My name is, Kyung Bin Kim, k I m. 01/05/2019 '90. Yeah. Yeah. So the monthly charge for the plan at the moment is $99.95 on the latest bill. But previously, I've been getting charged different rates. If you can go back to the previous invoice. Yep. Yeah. So the invoice number ending 2331, it's the naming of the plan is slightly different, but it's still 500 slash 50, I guess, for the speed. And then Yeah. Yeah. In terms of the the charges, the rate. Yeah. Yeah. Yeah. Well, the initial order I placed was let me go back to the very first email. Yeah. Yeah. I can't really see the the exact naming of the plan, but it was something like 500 slash 50. Yeah. Okay. So yeah. Mhmm. Yep. So I'm going back to the invoice number ending 2331, if you can see that invoice. Yeah. So the that charge is different to what I received for this month. So yeah. Have I requested any no. Yep. That's okay. Mhmm. But I'm I'm a bit confused. Are they meant to be the same speed or it's a it's a different plan? Yep. Yep. Yeah. Mhmm. Yep. Yep. Any any planet upgrade? No. No. No. No. Yep. So when you say boosted, like, what do you mean it can be boosted? Like, how? Mhmm. Okay. Yep. Yep. But the new pricing on your website, it has changed. Right? Yeah. Mhmm. Yep. Yeah. And and then the actual price on your website at the moment is $19.95. Is it correct? Yep. Yep. So the price has gone up from $89.95 to $99.95 recently. Is that correct? Yeah. Okay. But the the initial contract I signed is the price is $89.95. Is that is that the yeah. I yeah. Okay. Alright. I'll I'll wait for your response then. Yeah. Okay. Yep. Yep. Okay. Thanks for your 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I just have a question regarding the invoice I received. Yeah. My name is, Kyung Bin Kim, k I m. 01/05/2019 '90.\n\nYeah. Yeah. So the monthly charge for the plan at the moment is $99.95 on the latest bill. But previously, I've been getting charged different rates. If you can go back to the previous invoice.\n\nYep. Yeah. So the invoice number ending 2331, it's the naming of the plan is slightly different, but it's still 500 slash 50, I guess, for the speed. And then Yeah. Yeah.\n\nIn terms of the the charges, the rate. Yeah. Yeah. Yeah. Well, the initial order I placed was let me go back to the very first email.\n\nYeah. Yeah. I can't really see the the exact naming of the plan, but it was something like 500 slash 50. Yeah. Okay.\n\nSo yeah. Mhmm. Yep. So I'm going back to the invoice number ending 2331, if you can see that invoice. Yeah.\n\nSo the that charge is different to what I received for this month. So yeah. Have I requested any no. Yep. That's okay.\n\nMhmm. But I'm I'm a bit confused. Are they meant to be the same speed or it's a it's a different plan? Yep. Yep.\n\nYeah. Mhmm. Yep. Yep. Any any planet upgrade?\n\nNo. No. No. No. Yep.\n\nSo when you say boosted, like, what do you mean it can be boosted? Like, how? Mhmm. Okay. Yep.\n\nYep. But the new pricing on your website, it has changed. Right? Yeah. Mhmm.\n\nYep. Yeah. And and then the actual price on your website at the moment is $19.95. Is it correct? Yep.\n\nYep. So the price has gone up from $89.95 to $99.95 recently. Is that correct? Yeah. Okay.\n\nBut the the initial contract I signed is the price is $89.95. Is that is that the yeah. I yeah. Okay. Alright.\n\nI'll I'll wait for your response then. Yeah. Okay. Yep. Yep.\n\nOkay. Thanks for your help.","paragraphs":[{"sentences":[{"text":"Hi.","start":4.72,"end":5.22,"sentiment":"neutral","sentiment_score":0.028245959430933},{"text":"I just have a question regarding the invoice I received.","start":5.44,"end":10.9,"sentiment":"neutral","sentiment_score":0.019210676848888397},{"text":"Yeah.","start":18.335,"end":18.575,"sentiment":"neutral","sentiment_score":0.09585405886173248},{"text":"My name is, Kyung Bin Kim, k I m.","start":18.575,"end":22.035,"sentiment":"neutral","sentiment_score":0.11918284412887362},{"text":"01/05/2019 '90.","start":26.92,"end":32.3,"sentiment":"neutral","sentiment_score":0.16917673498392105}],"sentiment":"neutral","sentiment_score":0.0750959066917067,"num_words":23,"start":4.72,"end":32.3},{"sentences":[{"text":"Yeah.","start":39.8,"end":39.96,"sentiment":"neutral","sentiment_score":-0.01892145350575447},{"text":"Yeah.","start":39.96,"end":40.46,"sentiment":"neutral","sentiment_score":-0.04432198405265808},{"text":"So the monthly charge for the plan at the moment is $99.95 on the latest bill.","start":41.195004,"end":52.015,"sentiment":"neutral","sentiment_score":-0.09748554369434714},{"text":"But previously, I've been getting charged different rates.","start":52.875,"end":57.62,"sentiment":"neutral","sentiment_score":-0.25018737465143204},{"text":"If you can go back to the previous invoice.","start":59.76,"end":62.82,"sentiment":"neutral","sentiment_score":-0.19047975374592674}],"sentiment":"neutral","sentiment_score":-0.15253796907407896,"num_words":35,"start":39.8,"end":62.82},{"sentences":[{"text":"Yep.","start":69.965,"end":70.465,"sentiment":"neutral","sentiment_score":0.04175291210412979},{"text":"Yeah.","start":79.95,"end":80.189995,"sentiment":"neutral","sentiment_score":-0.015100928023457527},{"text":"So the invoice number ending 2331, it's the naming of the plan is slightly different, but it's still 500 slash 50, I guess, for the speed.","start":80.189995,"end":95.935005,"sentiment":"neutral","sentiment_score":-0.038976433543631665},{"text":"And then Yeah.","start":96.555,"end":110.58,"sentiment":"neutral","sentiment_score":-0.008582746610045433},{"text":"Yeah.","start":141.27,"end":141.59,"sentiment":"neutral","sentiment_score":-0.011274226941168308}],"sentiment":"neutral","sentiment_score":-0.03199242983828299,"num_words":32,"start":69.965,"end":141.59},{"sentences":[{"text":"In terms of the the charges, the rate.","start":141.59,"end":144.39,"sentiment":"neutral","sentiment_score":-0.03592932992614806},{"text":"Yeah.","start":144.39,"end":144.79,"sentiment":"neutral","sentiment_score":0.004792023450136185},{"text":"Yeah.","start":144.79,"end":144.87,"sentiment":"neutral","sentiment_score":0.011325055733323095},{"text":"Yeah.","start":144.87,"end":145.37,"sentiment":"neutral","sentiment_score":0.016328569501638412},{"text":"Well, the initial order I placed was let me go back to the very first email.","start":172.09999,"end":182.015,"sentiment":"neutral","sentiment_score":0.08528032270260155}],"sentiment":"neutral","sentiment_score":0.04109245083398289,"num_words":27,"start":141.59,"end":182.015},{"sentences":[{"text":"Yeah.","start":187.035,"end":187.535,"sentiment":"neutral","sentiment_score":0.18422046303749084},{"text":"Yeah.","start":201.09,"end":201.56999,"sentiment":"neutral","sentiment_score":-0.0203519556671381},{"text":"I can't really see the the exact naming of the plan, but it was something like 500 slash 50.","start":201.56999,"end":211.03,"sentiment":"neutral","sentiment_score":-0.08510284263052438},{"text":"Yeah.","start":211.17,"end":211.67,"sentiment":"neutral","sentiment_score":0.03741351515054703},{"text":"Okay.","start":224.335,"end":224.835,"sentiment":"neutral","sentiment_score":0.0377902016043663}],"sentiment":"neutral","sentiment_score":-0.05990790373281292,"num_words":23,"start":187.035,"end":224.835},{"sentences":[{"text":"So yeah.","start":225.07,"end":227.25,"sentiment":"neutral","sentiment_score":0.03233047015964985},{"text":"Mhmm.","start":230.99,"end":231.49,"sentiment":"neutral","sentiment_score":0.023770920932292935},{"text":"Yep.","start":238.03,"end":238.515,"sentiment":"neutral","sentiment_score":0.10417892038822174},{"text":"So I'm going back to the invoice number ending 2331, if you can see that invoice.","start":239.955,"end":247.495,"sentiment":"neutral","sentiment_score":0.05335127958096564},{"text":"Yeah.","start":252.915,"end":253.315,"sentiment":"neutral","sentiment_score":-0.007034901529550552}],"sentiment":"neutral","sentiment_score":0.04948554063836733,"num_words":21,"start":225.07,"end":253.315},{"sentences":[{"text":"So the that charge is different to what I received for this month.","start":253.315,"end":258.82,"sentiment":"neutral","sentiment_score":-0.08783643406171066},{"text":"So yeah.","start":258.88,"end":260.02,"sentiment":"neutral","sentiment_score":0.011725210584700108},{"text":"Have I requested any no.","start":269.79498,"end":275.615,"sentiment":"neutral","sentiment_score":-0.1713293492794037},{"text":"Yep.","start":279.155,"end":279.655,"sentiment":"neutral","sentiment_score":0.011326447129249573},{"text":"That's okay.","start":282.595,"end":283.415,"sentiment":"positive","sentiment_score":0.35709114372730255}],"sentiment":"neutral","sentiment_score":-0.054328749280260956,"num_words":23,"start":253.315,"end":283.415},{"sentences":[{"text":"Mhmm.","start":327.08,"end":327.58,"sentiment":"neutral","sentiment_score":0.07716067880392075},{"text":"But I'm I'm a bit confused.","start":337.225,"end":339.245,"sentiment":"negative","sentiment_score":-0.5099452833334605},{"text":"Are they meant to be the same speed or it's a it's a different plan?","start":339.385,"end":343.08502,"sentiment":"neutral","sentiment_score":-0.3209241231282552},{"text":"Yep.","start":346.15,"end":346.65,"sentiment":"neutral","sentiment_score":-0.08613212406635284},{"text":"Yep.","start":369.205,"end":369.705,"sentiment":"neutral","sentiment_score":0.014174571260809898}],"sentiment":"neutral","sentiment_score":-0.32784710087192553,"num_words":24,"start":327.08,"end":369.705},{"sentences":[{"text":"Yeah.","start":370.36002,"end":370.86002,"sentiment":"neutral","sentiment_score":0.0006444640457630157},{"text":"Mhmm.","start":381.88,"end":382.335,"sentiment":"neutral","sentiment_score":-0.0311792753636837},{"text":"Yep.","start":389.055,"end":389.555,"sentiment":"neutral","sentiment_score":-0.05944010615348816},{"text":"Yep.","start":430.6,"end":431.1,"sentiment":"neutral","sentiment_score":0.05088759586215019},{"text":"Any any planet upgrade?","start":444.38498,"end":446.005,"sentiment":"neutral","sentiment_score":-0.0495136883109808}],"sentiment":"neutral","sentiment_score":-0.02964275935664773,"num_words":8,"start":370.36002,"end":446.005},{"sentences":[{"text":"No.","start":446.145,"end":446.38498,"sentiment":"neutral","sentiment_score":-0.2097790241241455},{"text":"No.","start":446.38498,"end":446.625,"sentiment":"neutral","sentiment_score":-0.21521636843681335},{"text":"No.","start":446.625,"end":447.125,"sentiment":"neutral","sentiment_score":-0.200129896402359},{"text":"No.","start":454.0,"end":454.5,"sentiment":"neutral","sentiment_score":-0.08208395540714264},{"text":"Yep.","start":484.34,"end":484.84,"sentiment":"neutral","sentiment_score":0.010219353251159193}],"sentiment":"neutral","sentiment_score":-0.13939797822386027,"num_words":5,"start":446.145,"end":484.84},{"sentences":[{"text":"So when you say boosted, like, what do you mean it can be boosted?","start":485.78,"end":489.4,"sentiment":"neutral","sentiment_score":0.007851519821477788},{"text":"Like, how?","start":489.46,"end":490.28,"sentiment":"neutral","sentiment_score":0.014369494747370481},{"text":"Mhmm.","start":508.565,"end":509.065,"sentiment":"neutral","sentiment_score":0.03439223766326904},{"text":"Okay.","start":514.38,"end":514.88,"sentiment":"neutral","sentiment_score":0.03674624487757683},{"text":"Yep.","start":525.065,"end":525.565,"sentiment":"neutral","sentiment_score":0.09537770599126816}],"sentiment":"neutral","sentiment_score":0.016061918711976,"num_words":19,"start":485.78,"end":525.565},{"sentences":[{"text":"Yep.","start":527.625,"end":528.125,"sentiment":"neutral","sentiment_score":0.1653931587934494},{"text":"But the new pricing on your website, it has changed.","start":533.145,"end":537.145,"sentiment":"neutral","sentiment_score":-0.06769097074866295},{"text":"Right?","start":537.145,"end":537.645,"sentiment":"neutral","sentiment_score":-0.023580186069011688},{"text":"Yeah.","start":549.33,"end":549.83,"sentiment":"neutral","sentiment_score":0.016401709988713264},{"text":"Mhmm.","start":558.675,"end":558.995,"sentiment":"neutral","sentiment_score":0.004287713672965765}],"sentiment":"neutral","sentiment_score":-0.036743379364322336,"num_words":14,"start":527.625,"end":558.995},{"sentences":[{"text":"Yep.","start":558.995,"end":559.495,"sentiment":"neutral","sentiment_score":0.010671503841876984},{"text":"Yeah.","start":563.86,"end":564.10004,"sentiment":"neutral","sentiment_score":-0.002168833278119564},{"text":"And and then the actual price on your website at the moment is $19.95.","start":564.10004,"end":569.06,"sentiment":"neutral","sentiment_score":-0.0063439541097198215},{"text":"Is it correct?","start":569.06,"end":569.88,"sentiment":"neutral","sentiment_score":0.015536485860745112},{"text":"Yep.","start":573.62,"end":574.12,"sentiment":"neutral","sentiment_score":0.13176056742668152}],"sentiment":"neutral","sentiment_score":0.004902866901829839,"num_words":20,"start":558.995,"end":574.12},{"sentences":[{"text":"Yep.","start":581.14496,"end":581.64496,"sentiment":"neutral","sentiment_score":0.12027543038129808},{"text":"So the price has gone up from $89.95 to $99.95 recently.","start":583.785,"end":588.925,"sentiment":"neutral","sentiment_score":0.016219783235679974},{"text":"Is that correct?","start":588.985,"end":589.70496,"sentiment":"neutral","sentiment_score":0.03899739061792692},{"text":"Yeah.","start":589.70496,"end":590.20496,"sentiment":"neutral","sentiment_score":0.07236216217279434},{"text":"Okay.","start":592.26495,"end":592.76495,"sentiment":"neutral","sentiment_score":0.11991451680660248}],"sentiment":"neutral","sentiment_score":0.035762464518056196,"num_words":17,"start":581.14496,"end":592.76495},{"sentences":[{"text":"But the the initial contract I signed is the price is $89.95.","start":592.82495,"end":598.06,"sentiment":"neutral","sentiment_score":0.066024965296189},{"text":"Is that is that the yeah.","start":598.06,"end":599.74,"sentiment":"neutral","sentiment_score":0.09897806743780772},{"text":"I yeah.","start":599.74,"end":602.24,"sentiment":"neutral","sentiment_score":0.07944772765040398},{"text":"Okay.","start":603.82,"end":604.3,"sentiment":"neutral","sentiment_score":0.09025533497333528},{"text":"Alright.","start":604.3,"end":604.62,"sentiment":"neutral","sentiment_score":0.1073918342590332}],"sentiment":"neutral","sentiment_score":0.07921411875974048,"num_words":22,"start":592.82495,"end":604.62},{"sentences":[{"text":"I'll I'll wait for your response then.","start":604.62,"end":606.3,"sentiment":"neutral","sentiment_score":0.08703149855136871},{"text":"Yeah.","start":606.3,"end":606.46,"sentiment":"neutral","sentiment_score":0.10585567355155943},{"text":"Okay.","start":606.46,"end":606.77997,"sentiment":"neutral","sentiment_score":0.13903206586837769},{"text":"Yep.","start":606.77997,"end":607.27997,"sentiment":"neutral","sentiment_score":0.15957683324813843},{"text":"Yep.","start":607.42,"end":607.92,"sentiment":"positive","sentiment_score":0.5561329126358032}],"sentiment":"neutral","sentiment_score":0.14271072501485998,"num_words":11,"start":604.62,"end":607.92},{"sentences":[{"text":"Okay.","start":609.6389,"end":610.1189,"sentiment":"neutral","sentiment_score":0.26072123646736145},{"text":"Thanks for your help.","start":610.1189,"end":611.4289,"sentiment":"positive","sentiment_score":0.6890939474105835}],"sentiment":"positive","sentiment_score":0.603419405221939,"num_words":5,"start":609.6389,"end":611.4289}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. This is Airtel accounts. How may I help you today?\n\nChannel 1: Hi. I just have a question regarding the invoice I received.\n\nChannel 0: Sure. I will be more than happy to assist you today. May I have your full name, please?\n\nChannel 1: Yeah. My name is, Kyung Bin Kim, k I m.\n\nChannel 0: Nice to have you in the line, mister Kim. And your date of birth, please?\n\nChannel 1: 01/05/2019\n\nChannel 0: Thank you. And, yeah,\n\nChannel 1: '90.\n\nChannel 0: how may I help you with your recent bill? Are you pertaining with your August bill, $93.46?\n\nChannel 1: Yeah. Yeah. So the monthly charge for the plan at the moment is $99.95 on the latest bill. But previously, I've been getting charged different rates. If you can go back to the previous invoice.\n\nChannel 0: Okay. Sure. Let me just go over to your account and\n\nChannel 1: Yep.\n\nChannel 0: find it why. Because, yeah, I do see in here the last invoice July is a different amount, but let me just check on here. Okay? Just\n\nChannel 1: Yeah.\n\nChannel 0: give\n\nChannel 1: So\n\nChannel 0: me\n\nChannel 1: the\n\nChannel 0: a minute\n\nChannel 1: invoice\n\nChannel 0: or two.\n\nChannel 1: number ending 2331,\n\nChannel 0: Mhmm.\n\nChannel 1: it's the naming of the plan is slightly different, but it's still 500 slash 50, I guess, for the speed.\n\nChannel 0: Oh,\n\nChannel 1: And then\n\nChannel 0: yeah. Yeah. I I do see this one because you're one of the customers who have this plan. So when you check out the website before, it says\n\nChannel 1: Yeah.\n\nChannel 0: the plan is fiber boost, and then it's showing 500. However, the 500 MBPS, it's like a boost which is applicable to selected areas. However, with this plan, the actual Mbps is 100 Mbps, which will already been corrected, and it can be boosted up to 500. But let me just check it further with your account. Okay?\n\nChannel 1: Yeah. In\n\nChannel 0: So,\n\nChannel 1: terms\n\nChannel 0: technically\n\nChannel 1: of the the charges, the rate. Yeah. Yeah. Yeah.\n\nChannel 0: yeah. So, technically, your plan is the 100 MBPS. I'm trying to go over to your order receipt now. And do you still remember the amount to which plan that you selected? Is this the $79.95?\n\nChannel 1: Well, the initial order I placed was let me go back to the very first email.\n\nChannel 0: Sure. Not a problem. Because, I believe\n\nChannel 1: Yeah.\n\nChannel 0: they just confirm, your selected plan over the phone or via email because the order only indicate the net the contract that you would like, which is twelve month. So in this\n\nChannel 1: Yeah.\n\nChannel 0: case, I\n\nChannel 1: I\n\nChannel 0: believe\n\nChannel 1: can't really\n\nChannel 0: out.\n\nChannel 1: see the the exact naming of the plan,\n\nChannel 0: Mm-mm.\n\nChannel 1: but it was something like 500 slash 50. Yeah.\n\nChannel 0: Yeah. So that's the 100 actual MBPS, which is $89.95 with what we call Zuppa Family Pass.\n\nChannel 1: Okay.\n\nChannel 0: The actual\n\nChannel 1: So\n\nChannel 0: NDPS is one\n\nChannel 1: yeah.\n\nChannel 0: 100 slash 40, 100 upload\n\nChannel 1: Mhmm.\n\nChannel 0: 100 download and then 40 upload, but it can be boosted to 500.\n\nChannel 1: Yep.\n\nChannel 0: Alright.\n\nChannel 1: So I'm going back to the invoice number ending 2331,\n\nChannel 0: Mm-mm.\n\nChannel 1: if you can see that invoice.\n\nChannel 0: I can see it. It shows here a family boost $505,100.\n\nChannel 1: Yeah. So the that charge is different to what I received for\n\nChannel 0: So\n\nChannel 1: this\n\nChannel 0: the\n\nChannel 1: month.\n\nChannel 0: recent one.\n\nChannel 1: So\n\nChannel 0: Yeah.\n\nChannel 1: yeah.\n\nChannel 0: That's correct. I I I got your concern here, but you never requested any Planet Grade?\n\nChannel 1: Have I requested any\n\nChannel 0: Upgrade for the plan. No?\n\nChannel 1: no.\n\nChannel 0: Okay. I got it. Just give me a minute. Okay? Let me just check\n\nChannel 1: Yep.\n\nChannel 0: on here. Thank you so much, mister Kim.\n\nChannel 1: That's okay.\n\nChannel 0: Thank you so much for patiently waiting on the line, mister Kim. So, here's what I did. I've already submitted a request to our tech team to double check the plan. And then\n\nChannel 1: Mhmm.\n\nChannel 0: once I've got the response from them, I will definitely correct your invoice, and then I will call you back to give you an update. Is that okay?\n\nChannel 1: But I'm I'm a bit confused. Are they meant to be the same speed or it's a it's a different plan?\n\nChannel 0: Yeah. As I've mentioned, the\n\nChannel 1: Yep.\n\nChannel 0: the SupaFamily actual speed is 100 and b p s, and then it can be boosted to 500, but the price is the same, $89.95. What I'm trying to get a response from here is the plan that was indicated from your invoice, recent invoice, which is showing $99.95 plus GST. It seems\n\nChannel 1: Yep.\n\nChannel 0: like a different\n\nChannel 1: Yeah.\n\nChannel 0: amount. Right? So, basically, going back, your original plan should be Supa Family Fast, which is $89.95. The\n\nChannel 1: Mhmm.\n\nChannel 0: actual MBPS for that is 100 MBPS, the actual one, and it can be boosted to 500. Because,\n\nChannel 1: Yep.\n\nChannel 0: when you check out, it shows 500, but they've already corrected it because the 500 is not the actual one, and it's gives some confusion from our customer. Reason why they corrected it to 100, but that's the same pricing, $89.95, which supposed to be the opted or chosen plan you've confirmed with us. Right? So what I'm trying to wait now is the response from our tech team to check the plan that was encoded to your account, and then I'll get back to you. And then I will also sort your invoice.\n\nI understand that you've it's already been paid, but I will go ahead and sort this out. I will\n\nChannel 1: Yep.\n\nChannel 0: call you back. Okay? I'll call you back. Your phone number is ends in 5540. And, again, you have not requested for any plan upgrade.\n\nRight?\n\nChannel 1: Any any planet upgrade? No. No. No.\n\nChannel 0: Yeah. No. Okay. And then your MBPS that you're getting, have you checked? Because\n\nChannel 1: No.\n\nChannel 0: the actually, it's 100, and that's worked for you if only 100 MBPS. Because that's the actual plan for that amount, $89.95, Supa Family Pass. And it's really depend from the location if you will be able to get the boost of 500. But the actual plan is only 100 and b p s for the selected plan that you opted, which is Supa Family Fast, 80\n\nChannel 1: Yep.\n\nChannel 0: $9.95.\n\nChannel 1: So when you say boosted, like, what do you mean it can be boosted? Like, how?\n\nChannel 0: Yeah. It can be higher than the actual plan because there are selected areas, and it's really from depends from the areas and the device they're using if they will be able to get the 500 MBPS boosted. Because it's set\n\nChannel 1: Mhmm.\n\nChannel 0: up as a boost one, but it's really depends from the premises or area. But the\n\nChannel 1: Okay.\n\nChannel 0: actual, MBPS that you should be getting for what you are paying for the plan is $89.95.\n\nChannel 1: Yep.\n\nChannel 0: Yeah? Okay. So, yeah,\n\nChannel 1: Yep.\n\nChannel 0: I'll call you back once I've got a response to sort this out for you. Okay?\n\nChannel 1: But\n\nChannel 0: I'm just\n\nChannel 1: the\n\nChannel 0: waiting\n\nChannel 1: new\n\nChannel 0: for\n\nChannel 1: pricing\n\nChannel 0: them.\n\nChannel 1: on your website, it has changed. Right?\n\nChannel 0: Mm-mm. Yeah. It's already been changed. They removed the boost because it's gives some confusion to the customer that once they get the this plan showing $89.95, they\n\nChannel 1: Yeah.\n\nChannel 0: will automatically get the 500 and b p s, which is not how it works. It's 100 and b p s actual, and\n\nChannel 1: Mhmm.\n\nChannel 0: then it\n\nChannel 1: Yep.\n\nChannel 0: can be possibly boosted, but it's really depends from the premises and how\n\nChannel 1: Yeah.\n\nChannel 0: the\n\nChannel 1: And\n\nChannel 0: device\n\nChannel 1: and then\n\nChannel 0: has been\n\nChannel 1: the actual\n\nChannel 0: connected.\n\nChannel 1: price on your website at the moment is $19.95. Is it correct?\n\nChannel 0: Yeah. It's showing $99.95, but\n\nChannel 1: Yep.\n\nChannel 0: I believe you are also getting the 15% discount. So\n\nChannel 1: Yep.\n\nChannel 0: I've checked on here, it's showing.\n\nChannel 1: So\n\nChannel 0: But\n\nChannel 1: the price\n\nChannel 0: based\n\nChannel 1: has\n\nChannel 0: on\n\nChannel 1: gone\n\nChannel 0: the\n\nChannel 1: up from $89.95 to $99.95 recently. Is that correct? Yeah.\n\nChannel 0: yes. It's recently. That's right.\n\nChannel 1: Okay. But the the initial contract I signed is the price is $89.95. Is that is that\n\nChannel 0: Yes.\n\nChannel 1: the\n\nChannel 0: The 80\n\nChannel 1: yeah.\n\nChannel 0: $9.90\n\nChannel 1: I\n\nChannel 0: 5. When you sign up, you opted\n\nChannel 1: yeah.\n\nChannel 0: for the $89.95.\n\nChannel 1: Okay.\n\nChannel 0: Which\n\nChannel 1: Alright. I'll I'll wait for your response then. Yeah. Okay.\n\nChannel 0: Sure.\n\nChannel 1: Yep.\n\nChannel 0: Sure. Thank\n\nChannel 1: Yep.\n\nChannel 0: you. Talk to you soon, mister Kim.\n\nChannel 1: Okay.\n\nChannel 0: Bye\n\nChannel 1: Thanks\n\nChannel 0: bye.\n\nChannel 1: for your help.\n\nChannel 0: Mhmm. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.08,"end":0.24,"sentiment":"neutral","sentiment_score":0.2854742705821991},{"text":"Good afternoon.","start":0.24,"end":0.9,"sentiment":"positive","sentiment_score":0.47253111004829407},{"text":"This is Airtel accounts.","start":0.96,"end":2.24,"sentiment":"positive","sentiment_score":0.3928036391735077},{"text":"How may I help you today?","start":2.24,"end":3.54,"sentiment":"positive","sentiment_score":0.4245133101940155}],"sentiment":"positive","sentiment_score":0.41144853142591625,"channel":0,"num_words":13,"start":0.08,"end":3.54},{"sentences":[{"text":"Hi.","start":4.72,"end":5.22,"sentiment":"neutral","sentiment_score":0.028245959430933},{"text":"I just have a question regarding the invoice I 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m.","start":18.575,"end":22.035,"sentiment":"neutral","sentiment_score":0.11918284412887362}],"sentiment":"neutral","sentiment_score":0.1168499656021595,"channel":1,"num_words":10,"start":18.335,"end":22.035},{"sentences":[{"text":"Nice to have you in the line, mister Kim.","start":22.615,"end":24.535,"sentiment":"positive","sentiment_score":0.6202313303947449},{"text":"And your date of birth, please?","start":24.535,"end":25.92,"sentiment":"neutral","sentiment_score":0.23493230094512305}],"sentiment":"positive","sentiment_score":0.46611171861489614,"channel":0,"num_words":15,"start":22.615,"end":25.92},{"sentences":[{"text":"01/05/2019","start":26.92,"end":28.54,"sentiment":"neutral","sentiment_score":0.07512761652469635}],"sentiment":"neutral","sentiment_score":0.07512761652469635,"channel":1,"num_words":1,"start":26.92,"end":28.54},{"sentences":[{"text":"Thank you.","start":30.24,"end":31.04,"sentiment":"positive","sentiment_score":0.39073263108730316},{"text":"And, 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The representative, named Kyung, confirms the customer's selected plan and promises to correct the invoice and call back with an update. The customer is confused about their bill and the agent explains that they received a bill for a plan that was supposed to be Supa Family Fast, but they were told it was a different plan. The agent promises to look into the issue and call the customer back with a response."},"intents":{"segments":[{"text":"I just have a question regarding the invoice I received. Sure.","start_word":14,"end_word":24,"intents":[{"intent":"Assist with invoice","confidence_score":0.09457168}]},{"text":"Have I requested any Upgrade for the plan. No?","start_word":531,"end_word":539,"intents":[{"intent":"Request plan upgrade","confidence_score":0.04268214}]},{"text":"What I'm trying to get a response from here is the plan that was indicated from your invoice, recent invoice, which is showing $99.95 plus GST. It seems Yep.","start_word":680,"end_word":708,"intents":[{"intent":"Provide plan clarification","confidence_score":0.00013798008}]},{"text":"actual, MBPS that you should be getting for what you are paying for the plan is $89.95. Yep.","start_word":1057,"end_word":1074,"intents":[{"intent":"Clarify pricing and perks","confidence_score":0.000411748}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.2854742705821991},{"text":"Good afternoon. This is Airtel accounts. How may I help you today?","start_word":1,"end_word":12,"sentiment":"positive","sentiment_score":0.4218795597553253},{"text":"Hi. I just have a question regarding the invoice I received.","start_word":13,"end_word":23,"sentiment":"neutral","sentiment_score":0.02071540430188179},{"text":"Sure. I will be more than happy to assist you today.","start_word":24,"end_word":34,"sentiment":"positive","sentiment_score":0.6575335264205933},{"text":"May I have your full name, please? Yeah. My name is, Kyung Bin Kim, k I m.","start_word":35,"end_word":51,"sentiment":"neutral","sentiment_score":0.1781603991985321},{"text":"Nice to have you in the line, mister Kim.","start_word":52,"end_word":60,"sentiment":"positive","sentiment_score":0.6197683215141296},{"text":"And your date of birth, please? 01/05/2019 Thank you. And, yeah, '90. how may I help you with your recent bill? Are you pertaining with your August bill, $93.46? Yeah. Yeah. So the monthly charge for the plan at the moment is $99.95 on the latest bill. But previously, I've been getting charged different rates. If you can go back to the previous invoice. Okay. Sure. Let me just go over to your account and Yep. find it why. Because, yeah, I do see in here the last invoice July is a different amount, but let me just check on here. Okay? Just Yeah. give So me the a minute invoice or two. number ending 2331, Mhmm. it's the naming of the plan is slightly different, but it's still 500 slash 50, I guess, for the speed. Oh, And then yeah. Yeah. I I do see this one because you're one of the customers who have this plan. So when you check out the website before, it says Yeah. the plan is fiber boost, and then it's showing 500. However, the 500 MBPS, it's like a boost which is applicable to selected areas. However, with this plan, the actual Mbps is 100 Mbps, which will already been corrected, and it can be boosted up to 500. But let me just check it further with your account. Okay? Yeah. So, In terms technically of the the charges, the rate. Yeah. Yeah. Yeah. yeah. So, technically, your plan is the 100 MBPS. I'm trying to go over to your order receipt now. And do you still remember the amount to which plan that you selected? Is this the $79.95? Well, the initial order I placed was let me go back to the very first email. Sure.","start_word":61,"end_word":354,"sentiment":"neutral","sentiment_score":0.0017438448813496803},{"text":"Not a problem.","start_word":355,"end_word":357,"sentiment":"positive","sentiment_score":0.3334810137748718},{"text":"Because, I believe Yeah. they just confirm, your selected plan over the phone or via email because the order only indicate the net the contract that you would like, which is twelve month. So in this Yeah. case, I I believe can't really out. see the the exact naming of the plan, Mm-mm. but it was something like 500 slash 50. Yeah. Yeah. So that's the 100 actual MBPS, which is $89.95 with what we call Zuppa Family Pass. Okay. The actual So NDPS is one yeah. 100 slash 40, 100 upload Mhmm. 100 download and then 40 upload, but it can be boosted to 500. Yep. Alright. So I'm going back to the invoice number ending 2331, Mm-mm. if you can see that invoice. I can see it. It shows here a family boost $505,100. Yeah. So the that charge is different to what I received for So this the month. recent one. So Yeah. yeah. That's correct. I I I got your concern here, but you never requested any Planet Grade? Have I requested any Upgrade for the plan. No? no. Okay. I got it. Just give me a minute. Okay? Let me just check Yep. on here.","start_word":358,"end_word":557,"sentiment":"neutral","sentiment_score":0.016081463545560837},{"text":"Thank you so much, mister Kim. That's okay. Thank you so much for patiently waiting on the line, mister Kim.","start_word":558,"end_word":577,"sentiment":"positive","sentiment_score":0.4964046776294708},{"text":"So, here's what I did. I've already submitted a request to our tech team to double check the plan. And then Mhmm. once I've got the response from them, I will definitely correct your invoice, and then I will call you back to give you an update. Is that okay?","start_word":578,"end_word":627,"sentiment":"neutral","sentiment_score":0.17393390834331512},{"text":"But I'm I'm a bit confused.","start_word":628,"end_word":633,"sentiment":"negative","sentiment_score":-0.5307357907295227},{"text":"Are they meant to be the same speed or it's a it's a different plan? Yeah. As I've mentioned, the Yep. the SupaFamily actual speed is 100 and b p s, and then it can be boosted to 500, but the price is the same, $89.95. What I'm trying to get a response from here is the plan that was indicated from your invoice, recent invoice, which is showing $99.95 plus GST. It seems Yep. like a different Yeah. amount. Right? So, basically, going back, your original plan should be Supa Family Fast, which is $89.95. The Mhmm. actual MBPS for that is 100 MBPS, the actual one, and it can be boosted to 500. Because, Yep.","start_word":634,"end_word":750,"sentiment":"neutral","sentiment_score":-0.0195311399606558},{"text":"when you check out, it shows 500, but they've already corrected it because the 500 is not the actual one, and it's gives some confusion from our customer.","start_word":751,"end_word":778,"sentiment":"negative","sentiment_score":-0.3657487332820892},{"text":"Reason why they corrected it to 100, but that's the same pricing, $89.95, which supposed to be the opted or chosen plan you've confirmed with us. Right? So what I'm trying to wait now is the response from our tech team to check the plan that was encoded to your account, and then I'll get back to you. And then I will also sort your invoice. I understand that you've it's already been paid, but I will go ahead and sort this out. I will Yep. call you back. Okay? I'll call you back. Your phone number is ends in 5540. And, again, you have not requested for any plan upgrade. Right? Any any planet upgrade? No. No. No. Yeah. No. Okay. And then your MBPS that you're getting, have you checked? Because No. the actually, it's 100, and that's worked for you if only 100 MBPS. Because that's the actual plan for that amount, $89.95, Supa Family Pass. And it's really depend from the location if you will be able to get the boost of 500. But the actual plan is only 100 and b p s for the selected plan that you opted, which is Supa Family Fast, 80 Yep. $9.95. So when you say boosted, like, what do you mean it can be boosted? Like, how? Yeah. It can be higher than the actual plan because there are selected areas, and it's really from depends from the areas and the device they're using if they will be able to get the 500 MBPS boosted. Because it's set Mhmm. up as a boost one, but it's really depends from the premises or area. But the Okay. actual, MBPS that you should be getting for what you are paying for the plan is $89.95. Yep. Yeah? Okay. So, yeah, Yep. I'll call you back once I've got a response to sort this out for you. Okay? But I'm just the waiting new for pricing them. on your website, it has changed. Right? Mm-mm. Yeah. It's already been changed. They removed the boost because it's gives some confusion to the customer that once they get the this plan showing $89.95, they Yeah. will automatically get the 500 and b p s, which is not how it works. It's 100 and b p s actual, and Mhmm. then it Yep. can be possibly boosted, but it's really depends from the premises and how Yeah. the And device and then has been the actual connected. price on your website at the moment is $19.95. Is it correct? Yeah. It's showing $99.95, but Yep. I believe you are also getting the 15% discount. So Yep. I've checked on here, it's showing. So But the price based has on gone the up from $89.95 to $99.95 recently. Is that correct? Yeah. yes. It's recently. That's right. Okay. But the the initial contract I signed is the price is $89.95. Is that is that Yes. the The 80 yeah. $9.90 I 5. When you sign up, you opted yeah. for the $89.95. Okay. Which Alright. I'll I'll wait for your response then. Yeah. Okay. Sure. Yep. Sure.","start_word":779,"end_word":1300,"sentiment":"neutral","sentiment_score":0.023001219870315656},{"text":"Thank Yep. you. Talk to you soon, mister Kim.","start_word":1301,"end_word":1309,"sentiment":"positive","sentiment_score":0.4358750283718109},{"text":"Okay.","start_word":1310,"end_word":1310,"sentiment":"neutral","sentiment_score":0.26072123646736145},{"text":"Bye Thanks bye. for your help.","start_word":1311,"end_word":1316,"sentiment":"positive","sentiment_score":0.5671107172966003},{"text":"Mhmm. Bye.","start_word":1317,"end_word":1318,"sentiment":"neutral","sentiment_score":0.16183240711688995}],"average":{"sentiment":"neutral","sentiment_score":0.03675670553397428}}}}