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And your date of birth, please? Thank you. Just give me one moment. Let me just go over to your account here. Alright? Thank you. Thank you so much for patiently waiting on the line, mister Yushi. So you mentioned you would like to cancel your service because you're moving out? Oh, I got it. Thank you so much for letting us know. If you are moving into a new address, we are delighted to help you arrange a new Internet connection. Would you like to check if your address is serviceable so you can activate the service there. Oh, okay. So so you already have the active Internet services there two months ago. You just forgotten Airtel. Oh, okay. I understand. So anyway, the reason why I ask because all customers that moving out, we are offering some extension for 15% discount for three months, and then we will go ahead and activate their service to the new address with no connection fee. However, since that happened, that's so sad to lose you. But anyway, if you need our assistance or services in the future, just feel free to let us know. Okay? And going back to your cancellation, technically, I do see on here that your contract has been fulfilled. However, the only thing that we have for cancellation policy is you are provide you have to provide a thirty days notice because we are paying thirty days in advance with the network. So, technically, today is August 5. Basically, what you just need to pay is your outstanding invoice this month and then until September 5. But as security fee, I'll just go ahead and let you pay this outstanding balance already been generated, which is let me check here. One moment. Okay? I just need to go back here. I'm just checking further details about your account. In that way, it will be processed accordingly, and I would like to make sure your account will be fully closed. Let me see. Okay. Just bear with me here. Okay? I need to further check your account because I've seen some accounts or notation in here. Would you stay on the line for a minute or two again? Thank you. I'm sorry for that hold, Yushi. Thank you so much for staying the line. Okay. Alright. So I've was able to check some notation in here. We even sent you a cancellation last May since you mentioned you've already moved out two months ago. And then it seems like your calling today is because you received a bill last August 1. Is that right? Yeah. So I'm showing on here it's already been canceled. We even sent you the email. And then the bill that you received August, it's like a billing error from our end. So I do apologize for that, and thank you so much for giving us a call. So you don't need to pay anything. It has been sorted out that month, May, and I'll just go ahead and sort this with our back end. We will just remove this invoice because it's no longer applicable to your account. It's just generated due to a billing error, and I'm so sorry for that. Yeah. Thank you so much, Yushi. Have a good one, and be safe. Thank you. 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is Erica on accounts. How may I help you today? Oh, I'm so sorry to hear about that, but let me just go ahead and pull out your account here. What is your full name? Okay.\n\nPerfect. Thank you. And your date of birth, please? Thank you. Just give me one moment.\n\nLet me just go over to your account here. Alright? Thank you. Thank you so much for patiently waiting on the line, mister Yushi. So you mentioned you would like to cancel your service because you're moving out?\n\nOh, I got it. Thank you so much for letting us know. If you are moving into a new address, we are delighted to help you arrange a new Internet connection. Would you like to check if your address is serviceable so you can activate the service there. Oh, okay.\n\nSo so you already have the active Internet services there two months ago. You just forgotten Airtel. Oh, okay. I understand. So anyway, the reason why I ask because all customers that moving out, we are offering some extension for 15% discount for three months, and then we will go ahead and activate their service to the new address with no connection fee.\n\nHowever, since that happened, that's so sad to lose you. But anyway, if you need our assistance or services in the future, just feel free to let us know. Okay? And going back to your cancellation, technically, I do see on here that your contract has been fulfilled. However, the only thing that we have for cancellation policy is you are provide you have to provide a thirty days notice because we are paying thirty days in advance with the network.\n\nSo, technically, today is August 5. Basically, what you just need to pay is your outstanding invoice this month and then until September 5. But as security fee, I'll just go ahead and let you pay this outstanding balance already been generated, which is let me check here. One moment. Okay?\n\nI just need to go back here. I'm just checking further details about your account. In that way, it will be processed accordingly, and I would like to make sure your account will be fully closed. Let me see. Okay.\n\nJust bear with me here. Okay? I need to further check your account because I've seen some accounts or notation in here. Would you stay on the line for a minute or two again? Thank you.\n\nI'm sorry for that hold, Yushi. Thank you so much for staying the line. Okay. Alright. So I've was able to check some notation in here.\n\nWe even sent you a cancellation last May since you mentioned you've already moved out two months ago. And then it seems like your calling today is because you received a bill last August 1. Is that right? Yeah. So I'm showing on here it's already been canceled.\n\nWe even sent you the email. And then the bill that you received August, it's like a billing error from our end. So I do apologize for that, and thank you so much for giving us a call. So you don't need to pay anything. It has been sorted out that month, May, and I'll just go ahead and sort this with our back end.\n\nWe will just remove this invoice because it's no longer applicable to your account. It's just generated due to a billing error, and I'm so sorry for that. Yeah. Thank you so much, Yushi. Have a good one, and be safe.\n\nThank you. Bye.","paragraphs":[{"sentences":[{"text":"This is Erica on accounts.","start":0.08,"end":1.52,"sentiment":"neutral","sentiment_score":0.09932572543621063},{"text":"How may I help you today?","start":1.52,"end":2.82,"sentiment":"neutral","sentiment_score":0.23800510168075562},{"text":"Oh, I'm so sorry to hear about that, but let me just go ahead and pull out your account here.","start":8.08,"end":13.139999,"sentiment":"neutral","sentiment_score":-0.13752339370548725},{"text":"What is your full name?","start":13.28,"end":15.059999,"sentiment":"neutral","sentiment_score":0.012284930981695651},{"text":"Okay.","start":22.895,"end":23.375,"sentiment":"neutral","sentiment_score":0.14637373387813568}],"sentiment":"neutral","sentiment_score":-0.016702979677230924,"num_words":37,"start":0.08,"end":23.375},{"sentences":[{"text":"Perfect.","start":23.375,"end":23.875,"sentiment":"positive","sentiment_score":0.44008946418762207},{"text":"Thank 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mister Yushi.","start":184.205,"end":187.58499,"sentiment":"positive","sentiment_score":0.5728611052036285},{"text":"So you mentioned you would like to cancel your service because you're moving out?","start":187.885,"end":193.985,"sentiment":"neutral","sentiment_score":0.004007752452577863}],"sentiment":"neutral","sentiment_score":0.237137809591858,"num_words":38,"start":32.27,"end":193.985},{"sentences":[{"text":"Oh, I got it.","start":195.88,"end":196.6,"sentiment":"neutral","sentiment_score":0.16864575445652008},{"text":"Thank you so much for letting us know.","start":196.6,"end":198.6,"sentiment":"positive","sentiment_score":0.5222661197185516},{"text":"If you are moving into a new address, we are delighted to help you arrange a new Internet connection.","start":198.6,"end":203.96,"sentiment":"positive","sentiment_score":0.47073056666474594},{"text":"Would you like to check if your address is serviceable so you can activate the service there.","start":203.96,"end":210.365,"sentiment":"neutral","sentiment_score":0.2143031152732232},{"text":"Oh, okay.","start":218.66501,"end":219.645,"sentiment":"neutral","sentiment_score":-0.04458199255168438}],"sentiment":"positive","sentiment_score":0.3470116343349218,"num_words":50,"start":195.88,"end":219.645},{"sentences":[{"text":"So so you already have the active Internet services there two months ago.","start":219.705,"end":225.01001,"sentiment":"neutral","sentiment_score":-0.014215204005057994},{"text":"You just forgotten Airtel.","start":225.01001,"end":226.63,"sentiment":"neutral","sentiment_score":-0.05184637289494276},{"text":"Oh, okay.","start":227.49,"end":228.21,"sentiment":"neutral","sentiment_score":0.016657735221087936},{"text":"I understand.","start":228.21,"end":228.95001,"sentiment":"neutral","sentiment_score":0.0073280539363622665},{"text":"So anyway, the reason why I ask because all customers that moving out, we are offering some extension for 15% discount for three months, and then we will go ahead and activate their service to the new address with no connection fee.","start":229.65001,"end":245.22499,"sentiment":"neutral","sentiment_score":0.10930741800084001}],"sentiment":"neutral","sentiment_score":0.06740793636039136,"num_words":63,"start":219.705,"end":245.22499},{"sentences":[{"text":"However, since that happened, that's so sad to lose you.","start":245.22499,"end":249.6,"sentiment":"negative","sentiment_score":-0.49734226763248446},{"text":"But anyway, if you need our assistance or services in the future, just feel free to let us know.","start":249.84001,"end":256.08002,"sentiment":"neutral","sentiment_score":0.11407498348700373},{"text":"Okay?","start":256.08002,"end":256.4,"sentiment":"neutral","sentiment_score":0.1425347775220871},{"text":"And going back to your cancellation, technically, I do see on here that your contract has been fulfilled.","start":256.4,"end":263.78,"sentiment":"neutral","sentiment_score":0.07753688655793667},{"text":"However, the only thing that we have for cancellation policy is you are provide you have to provide a thirty days notice because we are paying thirty days in advance with the network.","start":263.84,"end":278.19498,"sentiment":"neutral","sentiment_score":-0.07640949523810184}],"sentiment":"neutral","sentiment_score":-0.04678163700449614,"num_words":81,"start":245.22499,"end":278.19498},{"sentences":[{"text":"So, technically, today is August 5.","start":278.655,"end":282.51,"sentiment":"neutral","sentiment_score":0.005657073110342026},{"text":"Basically, what you just need to pay is your outstanding invoice this month and then until September 5.","start":282.65002,"end":290.57,"sentiment":"neutral","sentiment_score":-0.012017155273093117},{"text":"But as security fee, I'll just go ahead and let you pay this outstanding balance already been generated, which is let me check here.","start":290.57,"end":299.875,"sentiment":"neutral","sentiment_score":-0.009045843034982681},{"text":"One moment.","start":300.015,"end":300.73502,"sentiment":"neutral","sentiment_score":-0.006021968089044093},{"text":"Okay?","start":300.73502,"end":301.23502,"sentiment":"neutral","sentiment_score":-0.020821884274482727}],"sentiment":"neutral","sentiment_score":-0.008477106069525083,"num_words":51,"start":278.655,"end":301.23502},{"sentences":[{"text":"I just need to go back here.","start":302.015,"end":304.195,"sentiment":"neutral","sentiment_score":-0.07089492465768542},{"text":"I'm just checking further details about your account.","start":311.0,"end":314.78,"sentiment":"neutral","sentiment_score":-0.05969581985846162},{"text":"In that way, it will be processed accordingly, and I would like to make sure your account will be fully closed.","start":314.92,"end":322.54,"sentiment":"neutral","sentiment_score":-0.12441410762923104},{"text":"Let me see.","start":336.565,"end":339.61,"sentiment":"neutral","sentiment_score":-0.015051554888486862},{"text":"Okay.","start":340.22998,"end":340.72998,"sentiment":"neutral","sentiment_score":-0.014663299545645714}],"sentiment":"neutral","sentiment_score":-0.09115863139741123,"num_words":40,"start":302.015,"end":340.72998},{"sentences":[{"text":"Just bear with me here.","start":340.78998,"end":341.90997,"sentiment":"neutral","sentiment_score":-0.0238986536860466},{"text":"Okay?","start":341.90997,"end":342.40997,"sentiment":"neutral","sentiment_score":-0.01975422166287899},{"text":"I need to further check your account because I've seen some accounts or notation in here.","start":342.46997,"end":348.78998,"sentiment":"neutral","sentiment_score":-0.06975535373203456},{"text":"Would you stay on the line for a minute or two again?","start":348.78998,"end":351.53,"sentiment":"neutral","sentiment_score":-0.03485129804660877},{"text":"Thank you.","start":353.26498,"end":354.005,"sentiment":"neutral","sentiment_score":0.19115960597991943}],"sentiment":"neutral","sentiment_score":-0.03586748651125365,"num_words":36,"start":340.78998,"end":354.005},{"sentences":[{"text":"I'm sorry for that hold, Yushi.","start":465.135,"end":473.375,"sentiment":"neutral","sentiment_score":-0.16890746355056763},{"text":"Thank you so much for staying the line.","start":473.375,"end":475.23502,"sentiment":"neutral","sentiment_score":0.23671611957252026},{"text":"Okay.","start":476.655,"end":477.155,"sentiment":"neutral","sentiment_score":-0.0016728825867176056},{"text":"Alright.","start":477.72,"end":478.22,"sentiment":"neutral","sentiment_score":0.042136531323194504},{"text":"So I've was able to check some notation in here.","start":478.36002,"end":482.78,"sentiment":"neutral","sentiment_score":0.07987097576260567}],"sentiment":"neutral","sentiment_score":0.06613298390920345,"num_words":26,"start":465.135,"end":482.78},{"sentences":[{"text":"We even sent you a cancellation last May since you mentioned you've already moved out two months ago.","start":483.64,"end":492.86002,"sentiment":"neutral","sentiment_score":0.02456446157561408},{"text":"And then it seems like your calling today is because you received a bill last August 1.","start":493.335,"end":500.295,"sentiment":"neutral","sentiment_score":-0.03042120037271696},{"text":"Is that right?","start":500.295,"end":501.195,"sentiment":"neutral","sentiment_score":-0.002055925006667773},{"text":"Yeah.","start":503.655,"end":504.135,"sentiment":"neutral","sentiment_score":-0.031535111367702484},{"text":"So I'm showing on here it's already been canceled.","start":504.135,"end":507.755,"sentiment":"neutral","sentiment_score":-0.027757335661186114}],"sentiment":"neutral","sentiment_score":-0.00755247927736491,"num_words":48,"start":483.64,"end":507.755},{"sentences":[{"text":"We even sent you the email.","start":508.23,"end":511.45,"sentiment":"neutral","sentiment_score":0.010082381467024485},{"text":"And then the bill that you received August, it's like a billing error from our end.","start":511.83002,"end":518.57,"sentiment":"neutral","sentiment_score":-0.2499411776661873},{"text":"So I do apologize for that, and thank you so much for giving us a call.","start":518.63,"end":523.05,"sentiment":"neutral","sentiment_score":0.0017098705284297466},{"text":"So you don't need to pay anything.","start":523.305,"end":525.465,"sentiment":"neutral","sentiment_score":-0.05345132175300803},{"text":"It has been sorted out that month, May, and I'll just go ahead and sort this with our back end.","start":525.465,"end":534.665,"sentiment":"neutral","sentiment_score":0.013443251699209213}],"sentiment":"neutral","sentiment_score":-0.06179232067213609,"num_words":65,"start":508.23,"end":534.665},{"sentences":[{"text":"We will just remove this invoice because it's no longer applicable to your account.","start":534.665,"end":539.85004,"sentiment":"neutral","sentiment_score":-0.29660679187093464},{"text":"It's just generated due to a billing error, and I'm so sorry for that.","start":539.85004,"end":545.23004,"sentiment":"negative","sentiment_score":-0.3928597420454025},{"text":"Yeah.","start":546.89,"end":547.37006,"sentiment":"neutral","sentiment_score":0.0027681863866746426},{"text":"Thank you so much, Yushi.","start":547.37006,"end":548.75,"sentiment":"positive","sentiment_score":0.892786169052124},{"text":"Have a good one, and be safe.","start":548.81006,"end":550.51,"sentiment":"positive","sentiment_score":0.7856798938342503}],"sentiment":"neutral","sentiment_score":0.0076567515526421185,"num_words":41,"start":534.665,"end":550.51},{"sentences":[{"text":"Thank you.","start":552.21893,"end":552.77893,"sentiment":"positive","sentiment_score":0.6859994828701019},{"text":"Bye.","start":552.77893,"end":553.27893,"sentiment":"neutral","sentiment_score":-0.09021349251270294}],"sentiment":"positive","sentiment_score":0.427261824409167,"num_words":3,"start":552.21893,"end":553.27893}]}}]},{"alternatives":[{"transcript":"Oh, hi. So I I would like to cancel my service because I smooth. Yep. My name will be Yushi Cho. That will be y u h I, and zed, h o u. 10/11/2000. Alright. Yep. Mhmm. That's right. Not really. I've already moved. Actually, I I just forget to cancel my account. I've been paying the Internet fee for, like, one month two months now. So Yes. Yes. Yep. Yeah. Sure. Yep. Nothing. Yep. Oh, so it's already been canceled? Alright. Okay. Alright. It's alright. Yeah. You too. Bye.","confidence":0.9711914,"words":[{"word":"oh","start":3.6,"end":3.6799998,"confidence":0.8234863,"punctuated_word":"Oh,","sentiment":"neutral","sentiment_score":-0.1710861623287201},{"word":"hi","start":3.6799998,"end":4.08,"confidence":0.9831543,"punctuated_word":"hi.","sentiment":"neutral","sentiment_score":-0.19344714283943176},{"word":"so","start":4.08,"end":4.4,"confidence":0.4951172,"punctuated_word":"So","sentiment":"neutral","sentiment_score":-0.22848409414291385},{"word":"i","start":4.4,"end":4.64,"confidence":0.9902344,"punctuated_word":"I","sentiment":"neutral","sentiment_score":-0.28920453786849976},{"word":"i","start":4.64,"end":4.72,"confidence":0.90478516,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.3415834307670593},{"word":"would","start":4.72,"end":4.88,"confidence":0.99609375,"punctuated_word":"would","sentiment":"negative","sentiment_score":-0.4066999852657318},{"word":"like","start":4.88,"end":5.04,"confidence":0.99902344,"punctuated_word":"like","sentiment":"negative","sentiment_score":-0.40766772627830505},{"word":"to","start":5.04,"end":5.12,"confidence":1.0,"punctuated_word":"to","sentiment":"negative","sentiment_score":-0.40125572681427},{"word":"cancel","start":5.12,"end":5.44,"confidence":1.0,"punctuated_word":"cancel","sentiment":"negative","sentiment_score":-0.3357098400592804},{"word":"my","start":5.44,"end":5.6,"confidence":1.0,"punctuated_word":"my","sentiment":"neutral","sentiment_score":-0.3242195248603821},{"word":"service","start":5.6,"end":6.0,"confidence":0.99902344,"punctuated_word":"service","sentiment":"negative","sentiment_score":-0.4174434542655945},{"word":"because","start":6.0,"end":6.16,"confidence":0.80322266,"punctuated_word":"because","sentiment":"negative","sentiment_score":-0.382320761680603},{"word":"i","start":6.16,"end":6.24,"confidence":0.42114258,"punctuated_word":"I","sentiment":"negative","sentiment_score":-0.4143575131893158},{"word":"smooth","start":6.56,"end":7.06,"confidence":0.57476807,"punctuated_word":"smooth.","sentiment":"neutral","sentiment_score":-0.2791685163974762},{"word":"yep","start":13.5199995,"end":14.0199995,"confidence":0.9946289,"punctuated_word":"Yep.","sentiment":"neutral","sentiment_score":0.01436133123934269},{"word":"my","start":15.679999,"end":15.765,"confidence":0.54052734,"punctuated_word":"My","sentiment":"neutral","sentiment_score":0.013513041660189629},{"word":"name","start":15.845,"end":16.005001,"confidence":1.0,"punctuated_word":"name","sentiment":"neutral","sentiment_score":0.020152999088168144},{"word":"will","start":16.005001,"end":16.165,"confidence":0.66064453,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.01788615807890892},{"word":"be","start":16.165,"end":16.245,"confidence":0.9941406,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.0197928287088871},{"word":"yushi","start":16.245,"end":16.725,"confidence":0.585612,"punctuated_word":"Yushi","sentiment":"neutral","sentiment_score":0.03466382995247841},{"word":"cho","start":16.725,"end":17.205,"confidence":0.55895996,"punctuated_word":"Cho.","sentiment":"neutral","sentiment_score":0.04040167108178139},{"word":"that","start":17.205,"end":17.445,"confidence":0.83984375,"punctuated_word":"That","sentiment":"neutral","sentiment_score":0.032401785254478455},{"word":"will","start":17.445,"end":17.605,"confidence":0.8276367,"punctuated_word":"will","sentiment":"neutral","sentiment_score":0.04399201273918152},{"word":"be","start":17.605,"end":17.845001,"confidence":0.9863281,"punctuated_word":"be","sentiment":"neutral","sentiment_score":0.027651187032461166},{"word":"y","start":17.845001,"end":18.245,"confidence":0.9580078,"punctuated_word":"y","sentiment":"neutral","sentiment_score":0.031574174761772156},{"word":"u","start":18.245,"end":18.645,"confidence":0.9951172,"punctuated_word":"u","sentiment":"neutral","sentiment_score":0.02610810659825802},{"word":"h","start":18.645,"end":19.145,"confidence":0.9667969,"punctuated_word":"h","sentiment":"neutral","sentiment_score":0.02481371909379959},{"word":"i","start":19.365,"end":19.865,"confidence":0.59484863,"punctuated_word":"I,","sentiment":"neutral","sentiment_score":0.03484248369932175},{"word":"and","start":20.325,"end":20.565,"confidence":0.7866211,"punctuated_word":"and","sentiment":"neutral","sentiment_score":0.021891139447689056},{"word":"zed","start":20.565,"end":20.965,"confidence":0.70825195,"punctuated_word":"zed,","sentiment":"neutral","sentiment_score":0.03606506809592247},{"word":"h","start":20.965,"end":21.365,"confidence":0.99902344,"punctuated_word":"h","sentiment":"neutral","sentiment_score":0.02028831467032433},{"word":"o","start":21.365,"end":21.765,"confidence":1.0,"punctuated_word":"o","sentiment":"neutral","sentiment_score":0.025319106876850128},{"word":"u","start":21.765,"end":22.265,"confidence":0.9941406,"punctuated_word":"u.","sentiment":"neutral","sentiment_score":0.017619354650378227},{"word":"10/11/2000","start":27.685001,"end":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hi. So I I would like to cancel my service because I smooth. Yep. My name will be Yushi Cho. That will be y u h I, and zed, h o u.\n\n10/11/2000. Alright. Yep. Mhmm. That's right.\n\nNot really. I've already moved. Actually, I I just forget to cancel my account. I've been paying the Internet fee for, like, one month two months now. So Yes.\n\nYes. Yep. Yeah. Sure. Yep.\n\nNothing. Yep. Oh, so it's already been canceled? Alright. Okay.\n\nAlright. It's alright. Yeah. You too. Bye.","paragraphs":[{"sentences":[{"text":"Oh, hi.","start":3.6,"end":4.08,"sentiment":"neutral","sentiment_score":-0.18226665258407593},{"text":"So I I would like to cancel my service because I smooth.","start":4.08,"end":7.06,"sentiment":"negative","sentiment_score":-0.352342925965786},{"text":"Yep.","start":13.5199995,"end":14.0199995,"sentiment":"neutral","sentiment_score":0.01436133123934269},{"text":"My name will be Yushi Cho.","start":15.679999,"end":17.205,"sentiment":"neutral","sentiment_score":0.0244017547617356},{"text":"That will be y u h I, and zed, h o u.","start":17.205,"end":22.265,"sentiment":"neutral","sentiment_score":0.028547204410036404}],"sentiment":"neutral","sentiment_score":-0.12391848800083001,"num_words":33,"start":3.6,"end":22.265},{"sentences":[{"text":"10/11/2000.","start":27.685001,"end":29.305,"sentiment":"neutral","sentiment_score":0.03302630037069321},{"text":"Alright.","start":35.36,"end":35.86,"sentiment":"neutral","sentiment_score":0.1568480134010315},{"text":"Yep.","start":192.045,"end":192.545,"sentiment":"neutral","sentiment_score":0.0160044115036726},{"text":"Mhmm.","start":194.48001,"end":194.96,"sentiment":"neutral","sentiment_score":0.01761920377612114},{"text":"That's right.","start":194.96,"end":195.78001,"sentiment":"neutral","sentiment_score":0.09476218745112419}],"sentiment":"neutral","sentiment_score":0.06883705065896113,"num_words":6,"start":27.685001,"end":195.78001},{"sentences":[{"text":"Not really.","start":210.855,"end":211.33499,"sentiment":"neutral","sentiment_score":-0.18462535738945007},{"text":"I've already moved.","start":211.33499,"end":212.135,"sentiment":"neutral","sentiment_score":-0.2933313449223836},{"text":"Actually, I I just forget to cancel my account.","start":212.135,"end":214.61499,"sentiment":"negative","sentiment_score":-0.3427974283695221},{"text":"I've been paying the Internet fee for, like, one month two months now.","start":214.61499,"end":217.815,"sentiment":"neutral","sentiment_score":-0.3313307555822226},{"text":"So Yes.","start":217.815,"end":226.44,"sentiment":"neutral","sentiment_score":-0.052110941614955664}],"sentiment":"neutral","sentiment_score":-0.3015842520920881,"num_words":29,"start":210.855,"end":226.44},{"sentences":[{"text":"Yes.","start":227.38,"end":227.88,"sentiment":"neutral","sentiment_score":0.0151356877759099},{"text":"Yep.","start":259.75,"end":260.25,"sentiment":"neutral","sentiment_score":0.1150740012526512},{"text":"Yeah.","start":351.97498,"end":352.13498,"sentiment":"neutral","sentiment_score":0.0170051958411932},{"text":"Sure.","start":352.13498,"end":352.63498,"sentiment":"neutral","sentiment_score":0.0762958899140358},{"text":"Yep.","start":475.575,"end":476.075,"sentiment":"neutral","sentiment_score":-0.031535033136606216}],"sentiment":"neutral","sentiment_score":0.03839514832943678,"num_words":5,"start":227.38,"end":476.075},{"sentences":[{"text":"Nothing.","start":476.38,"end":476.88,"sentiment":"neutral","sentiment_score":-0.07401834428310394},{"text":"Yep.","start":500.83502,"end":501.23502,"sentiment":"neutral","sentiment_score":-0.016464969143271446},{"text":"Oh, so it's already been canceled?","start":501.23502,"end":502.775,"sentiment":"neutral","sentiment_score":-0.048429472371935844},{"text":"Alright.","start":505.23,"end":505.73,"sentiment":"neutral","sentiment_score":0.013030456379055975},{"text":"Okay.","start":512.3775,"end":512.8775,"sentiment":"neutral","sentiment_score":-0.09491394460201263}],"sentiment":"neutral","sentiment_score":-0.04629436358809471,"num_words":10,"start":476.38,"end":512.8775},{"sentences":[{"text":"Alright.","start":545.38,"end":545.69995,"sentiment":"neutral","sentiment_score":-0.02129342406988144},{"text":"It's alright.","start":545.69995,"end":546.36,"sentiment":"neutral","sentiment_score":-0.006026105023920536},{"text":"Yeah.","start":550.8189,"end":551.0589,"sentiment":"positive","sentiment_score":0.4937611222267151},{"text":"You too.","start":551.0589,"end":551.6189,"sentiment":"positive","sentiment_score":0.4756375551223755},{"text":"Bye.","start":551.6189,"end":552.1189,"sentiment":"neutral","sentiment_score":0.3248336911201477}],"sentiment":"neutral","sentiment_score":0.24807489849627018,"num_words":7,"start":545.38,"end":552.1189}]}}]}],"paragraphs":{"transcript":"\nChannel 0: This is Erica on accounts. How may I help you today?\n\nChannel 1: Oh, hi. So I I would like to cancel my service because I smooth.\n\nChannel 0: Oh, I'm so sorry to hear about that, but let me just go ahead and pull out your account here. What\n\nChannel 1: Yep.\n\nChannel 0: is your full name?\n\nChannel 1: My name will be Yushi Cho. That will be y u h I, and zed, h o u.\n\nChannel 0: Okay. Perfect. Thank you. And your date of birth, please?\n\nChannel 1: 10/11/2000.\n\nChannel 0: Thank you. Just give me one moment. Let me just go over to your account here. Alright?\n\nChannel 1: Alright.\n\nChannel 0: Thank you. Thank you so much for patiently waiting on the line, mister Yushi. So you mentioned you would like to cancel your service\n\nChannel 1: Yep.\n\nChannel 0: because you're moving out?\n\nChannel 1: Mhmm. That's right.\n\nChannel 0: Oh, I got it. Thank you so much for letting us know. If you are moving into a new address, we are delighted to help you arrange a new Internet connection. Would you like to check if your address is serviceable so you can activate the service there.\n\nChannel 1: Not really. I've already moved. Actually, I I just forget to cancel my account. I've been paying the Internet fee for, like, one month two months now. So\n\nChannel 0: Oh, okay. So so you already have the active Internet services there two months ago. You just forgotten\n\nChannel 1: Yes.\n\nChannel 0: Airtel.\n\nChannel 1: Yes.\n\nChannel 0: Oh, okay. I understand. So anyway, the reason why I ask because all customers that moving out, we are offering some extension for 15% discount for three months, and then we will go ahead and activate their service to the new address with no connection fee. However, since that happened, that's so sad to lose you. But anyway, if you need our assistance or services in the future, just feel free to let us know.\n\nOkay? And going back to your cancellation, technically,\n\nChannel 1: Yep.\n\nChannel 0: I do see on here that your contract has been fulfilled. However, the only thing that we have for cancellation policy is you are provide you have to provide a thirty days notice because we are paying thirty days in advance with the network. So, technically, today is August 5. Basically, what you just need to pay is your outstanding invoice this month and then until September 5. But as security fee, I'll just go ahead and let you pay this outstanding balance already been generated, which is let me check here.\n\nOne moment. Okay? I just need to go back here. I'm just checking further details about your account. In that way, it will be processed accordingly, and I would like to make sure your account will be fully closed.\n\nLet me see. Okay. Just bear with me here. Okay? I need to further check your account because I've seen some accounts or notation in here.\n\nWould you stay on the line for a minute or two again?\n\nChannel 1: Yeah. Sure.\n\nChannel 0: Thank you. I'm sorry for that hold, Yushi. Thank you so much for staying the line.\n\nChannel 1: Yep. Nothing.\n\nChannel 0: Okay. Alright. So I've was able to check some notation in here. We even sent you a cancellation last May since you mentioned you've already moved out two months ago. And then it seems like your calling today is because you received a bill last August 1.\n\nIs that right?\n\nChannel 1: Yep. Oh, so it's already been canceled?\n\nChannel 0: Yeah. So I'm\n\nChannel 1: Alright.\n\nChannel 0: showing on here it's already been canceled. We even sent you the email. And then\n\nChannel 1: Okay.\n\nChannel 0: the bill that you received August, it's like a billing error from our end. So I do apologize for that, and thank you so much for giving us a call. So you don't need to pay anything. It has been sorted out that month, May, and I'll just go ahead and sort this with our back end. We will just remove this invoice because it's no longer applicable to your account.\n\nIt's just generated due to a billing error, and I'm so sorry for that.\n\nChannel 1: Alright. It's alright.\n\nChannel 0: Yeah. Thank you so much, Yushi. Have a good one, and be safe.\n\nChannel 1: Yeah. You too. Bye.\n\nChannel 0: Thank you. Bye.","paragraphs":[{"sentences":[{"text":"This is Erica on accounts.","start":0.08,"end":1.52,"sentiment":"neutral","sentiment_score":0.09932572543621063},{"text":"How may I help you today?","start":1.52,"end":2.82,"sentiment":"neutral","sentiment_score":0.23800510168075562}],"sentiment":"neutral","sentiment_score":0.17496902156959881,"channel":0,"num_words":11,"start":0.08,"end":2.82},{"sentences":[{"text":"Oh, hi.","start":3.6,"end":4.08,"sentiment":"neutral","sentiment_score":-0.18226665258407593},{"text":"So I I would like to cancel my service because I smooth.","start":4.08,"end":7.06,"sentiment":"negative","sentiment_score":-0.352342925965786}],"sentiment":"neutral","sentiment_score":-0.32804631548268454,"channel":1,"num_words":14,"start":3.6,"end":7.06},{"sentences":[{"text":"Oh, I'm so sorry to hear about that, but let me just go ahead and pull out your account here.","start":8.08,"end":13.139999,"sentiment":"neutral","sentiment_score":-0.13752339370548725},{"text":"What","start":13.28,"end":13.599999,"sentiment":"neutral","sentiment_score":0.002770502120256424}],"sentiment":"neutral","sentiment_score":-0.13084273199949945,"channel":0,"num_words":21,"start":8.08,"end":13.599999},{"sentences":[{"text":"Yep.","start":13.5199995,"end":14.0199995,"sentiment":"neutral","sentiment_score":0.01436133123934269}],"sentiment":"neutral","sentiment_score":0.01436133123934269,"channel":1,"num_words":1,"start":13.5199995,"end":14.0199995},{"sentences":[{"text":"is your full name?","start":13.599999,"end":15.059999,"sentiment":"neutral","sentiment_score":0.014663538197055459}],"sentiment":"neutral","sentiment_score":0.014663538197055459,"channel":0,"num_words":4,"start":13.599999,"end":15.059999},{"sentences":[{"text":"My name will be Yushi Cho.","start":15.679999,"end":17.205,"sentiment":"neutral","sentiment_score":0.0244017547617356},{"text":"That will be y u h I, and zed, h o u.","start":17.205,"end":22.265,"sentiment":"neutral","sentiment_score":0.028547204410036404}],"sentiment":"neutral","sentiment_score":0.027165387860602803,"channel":1,"num_words":18,"start":15.679999,"end":22.265},{"sentences":[{"text":"Okay.","start":22.895,"end":23.375,"sentiment":"neutral","sentiment_score":0.14637373387813568},{"text":"Perfect.","start":23.375,"end":23.875,"sentiment":"positive","sentiment_score":0.44008946418762207},{"text":"Thank you.","start":23.935001,"end":24.835,"sentiment":"neutral","sentiment_score":0.3320341110229492},{"text":"And your date of birth, please?","start":25.135,"end":26.994999,"sentiment":"neutral","sentiment_score":0.06161530315876007}],"sentiment":"neutral","sentiment_score":0.16202232390642166,"channel":0,"num_words":10,"start":22.895,"end":26.994999},{"sentences":[{"text":"10/11/2000.","start":27.685001,"end":29.305,"sentiment":"neutral","sentiment_score":0.03302630037069321}],"sentiment":"neutral","sentiment_score":0.03302630037069321,"channel":1,"num_words":1,"start":27.685001,"end":29.305},{"sentences":[{"text":"Thank you.","start":30.349998,"end":30.99,"sentiment":"neutral","sentiment_score":0.3032282739877701},{"text":"Just give me one moment.","start":30.99,"end":32.27,"sentiment":"neutral","sentiment_score":0.2421651750802994},{"text":"Let me just go over to your account here.","start":32.27,"end":34.27,"sentiment":"neutral","sentiment_score":0.13134015020396975},{"text":"Alright?","start":34.27,"end":34.77,"sentiment":"neutral","sentiment_score":0.12796175479888916}],"sentiment":"neutral","sentiment_score":0.18395914882421494,"channel":0,"num_words":17,"start":30.349998,"end":34.77},{"sentences":[{"text":"Alright.","start":35.36,"end":35.86,"sentiment":"neutral","sentiment_score":0.1568480134010315}],"sentiment":"neutral","sentiment_score":0.1568480134010315,"channel":1,"num_words":1,"start":35.36,"end":35.86},{"sentences":[{"text":"Thank you.","start":36.27,"end":37.09,"sentiment":"positive","sentiment_score":0.3853859305381775},{"text":"Thank you so much for patiently waiting on the line, mister Yushi.","start":184.205,"end":187.58499,"sentiment":"positive","sentiment_score":0.5728611052036285},{"text":"So you mentioned you would like to cancel your service","start":187.885,"end":191.345,"sentiment":"neutral","sentiment_score":0.018550575897097587}],"sentiment":"neutral","sentiment_score":0.3262754534371197,"channel":0,"num_words":24,"start":36.27,"end":191.345},{"sentences":[{"text":"Yep.","start":192.045,"end":192.545,"sentiment":"neutral","sentiment_score":0.0160044115036726}],"sentiment":"neutral","sentiment_score":0.0160044115036726,"channel":1,"num_words":1,"start":192.045,"end":192.545},{"sentences":[{"text":"because you're moving out?","start":192.285,"end":193.985,"sentiment":"neutral","sentiment_score":-0.03234930615872145}],"sentiment":"neutral","sentiment_score":-0.03234930615872145,"channel":0,"num_words":4,"start":192.285,"end":193.985},{"sentences":[{"text":"Mhmm.","start":194.48001,"end":194.96,"sentiment":"neutral","sentiment_score":0.01761920377612114},{"text":"That's right.","start":194.96,"end":195.78001,"sentiment":"neutral","sentiment_score":0.09476218745112419}],"sentiment":"neutral","sentiment_score":0.06904785955945651,"channel":1,"num_words":3,"start":194.48001,"end":195.78001},{"sentences":[{"text":"Oh, I got it.","start":195.88,"end":196.6,"sentiment":"neutral","sentiment_score":0.16864575445652008},{"text":"Thank you so much for letting us know.","start":196.6,"end":198.6,"sentiment":"positive","sentiment_score":0.5222661197185516},{"text":"If you are moving into a new address, we are delighted to help you arrange a new Internet connection.","start":198.6,"end":203.96,"sentiment":"positive","sentiment_score":0.47073056666474594},{"text":"Would you like to check if your address is serviceable so you can activate the service there.","start":203.96,"end":210.365,"sentiment":"neutral","sentiment_score":0.2143031152732232}],"sentiment":"positive","sentiment_score":0.3633280354551971,"channel":0,"num_words":48,"start":195.88,"end":210.365},{"sentences":[{"text":"Not really.","start":210.855,"end":211.33499,"sentiment":"neutral","sentiment_score":-0.18462535738945007},{"text":"I've already moved.","start":211.33499,"end":212.135,"sentiment":"neutral","sentiment_score":-0.2933313449223836},{"text":"Actually, I I just forget to cancel my account.","start":212.135,"end":214.61499,"sentiment":"negative","sentiment_score":-0.3427974283695221},{"text":"I've been paying the Internet fee for, like, one month two months now.","start":214.61499,"end":217.815,"sentiment":"neutral","sentiment_score":-0.3313307555822226},{"text":"So","start":217.815,"end":217.97499,"sentiment":"neutral","sentiment_score":-0.08930304646492004}],"sentiment":"neutral","sentiment_score":-0.3118223026394844,"channel":1,"num_words":28,"start":210.855,"end":217.97499},{"sentences":[{"text":"Oh, okay.","start":218.66501,"end":219.645,"sentiment":"neutral","sentiment_score":-0.04458199255168438},{"text":"So so you already have the active Internet services there two months ago.","start":219.705,"end":225.01001,"sentiment":"neutral","sentiment_score":-0.014215204005057994},{"text":"You just forgotten","start":225.01001,"end":225.91,"sentiment":"neutral","sentiment_score":-0.06199347724517187}],"sentiment":"neutral","sentiment_score":-0.025552337161368795,"channel":0,"num_words":18,"start":218.66501,"end":225.91},{"sentences":[{"text":"Yes.","start":225.94,"end":226.44,"sentiment":"neutral","sentiment_score":-0.014918836764991283}],"sentiment":"neutral","sentiment_score":-0.014918836764991283,"channel":1,"num_words":1,"start":225.94,"end":226.44},{"sentences":[{"text":"Airtel.","start":226.13,"end":226.63,"sentiment":"neutral","sentiment_score":-0.021405059844255447}],"sentiment":"neutral","sentiment_score":-0.021405059844255447,"channel":0,"num_words":1,"start":226.13,"end":226.63},{"sentences":[{"text":"Yes.","start":227.38,"end":227.88,"sentiment":"neutral","sentiment_score":0.0151356877759099}],"sentiment":"neutral","sentiment_score":0.0151356877759099,"channel":1,"num_words":1,"start":227.38,"end":227.88},{"sentences":[{"text":"Oh, okay.","start":227.49,"end":228.21,"sentiment":"neutral","sentiment_score":0.016657735221087936},{"text":"I understand.","start":228.21,"end":228.95001,"sentiment":"neutral","sentiment_score":0.0073280539363622665},{"text":"So anyway, the reason why I ask because all customers that moving out, we are offering some extension for 15% discount for three months, and then we will go ahead and activate their service to the new address with no connection fee.","start":229.65001,"end":245.22499,"sentiment":"neutral","sentiment_score":0.10930741800084001},{"text":"However, since that happened, that's so sad to lose you.","start":245.22499,"end":249.6,"sentiment":"negative","sentiment_score":-0.49734226763248446},{"text":"But anyway, if you need our assistance or services in the future, just feel free to let us know.","start":249.84001,"end":256.08002,"sentiment":"neutral","sentiment_score":0.11407498348700373}],"sentiment":"neutral","sentiment_score":0.02443846859037876,"channel":0,"num_words":75,"start":227.49,"end":256.08002},{"sentences":[{"text":"Okay?","start":256.08002,"end":256.4,"sentiment":"neutral","sentiment_score":0.1425347775220871},{"text":"And going back to your cancellation, technically,","start":256.4,"end":259.78,"sentiment":"neutral","sentiment_score":0.015608245240790504}],"sentiment":"neutral","sentiment_score":0.03147406177595258,"channel":0,"num_words":8,"start":256.08002,"end":259.78},{"sentences":[{"text":"Yep.","start":259.75,"end":260.25,"sentiment":"neutral","sentiment_score":0.1150740012526512}],"sentiment":"neutral","sentiment_score":0.1150740012526512,"channel":1,"num_words":1,"start":259.75,"end":260.25},{"sentences":[{"text":"I do see on here that your contract has been fulfilled.","start":260.08002,"end":263.78,"sentiment":"neutral","sentiment_score":0.11694602194157513},{"text":"However, the only thing that we have for cancellation policy is you are provide you have to provide a thirty days notice because we are paying thirty days in advance with the network.","start":263.84,"end":278.19498,"sentiment":"neutral","sentiment_score":-0.07640949523810184},{"text":"So, technically, today is August 5.","start":278.655,"end":282.51,"sentiment":"neutral","sentiment_score":0.005657073110342026},{"text":"Basically, what you just need to pay is your outstanding invoice this month and then until September 5.","start":282.65002,"end":290.57,"sentiment":"neutral","sentiment_score":-0.012017155273093117},{"text":"But as security fee, I'll just go ahead and let you pay this outstanding balance already been generated, which is let me check here.","start":290.57,"end":299.875,"sentiment":"neutral","sentiment_score":-0.009045843034982681}],"sentiment":"neutral","sentiment_score":-0.017767105332535248,"channel":0,"num_words":92,"start":260.08002,"end":299.875},{"sentences":[{"text":"One moment.","start":300.015,"end":300.73502,"sentiment":"neutral","sentiment_score":-0.006021968089044093},{"text":"Okay?","start":300.73502,"end":301.23502,"sentiment":"neutral","sentiment_score":-0.020821884274482727},{"text":"I just need to go back here.","start":302.015,"end":304.195,"sentiment":"neutral","sentiment_score":-0.07089492465768542},{"text":"I'm just checking further details about your account.","start":311.0,"end":314.78,"sentiment":"neutral","sentiment_score":-0.05969581985846162},{"text":"In that way, it will be processed accordingly, and I would like to make sure your account will be fully closed.","start":314.92,"end":322.54,"sentiment":"neutral","sentiment_score":-0.12441410762923104}],"sentiment":"neutral","sentiment_score":-0.09280495159327984,"channel":0,"num_words":39,"start":300.015,"end":322.54},{"sentences":[{"text":"Let me see.","start":336.565,"end":339.61,"sentiment":"neutral","sentiment_score":-0.015051554888486862},{"text":"Okay.","start":340.22998,"end":340.72998,"sentiment":"neutral","sentiment_score":-0.014663299545645714},{"text":"Just bear with me here.","start":340.78998,"end":341.90997,"sentiment":"neutral","sentiment_score":-0.0238986536860466},{"text":"Okay?","start":341.90997,"end":342.40997,"sentiment":"neutral","sentiment_score":-0.01975422166287899},{"text":"I need to further check your account because I've seen some accounts or notation in here.","start":342.46997,"end":348.78998,"sentiment":"neutral","sentiment_score":-0.06975535373203456}],"sentiment":"neutral","sentiment_score":-0.0505827351544912,"channel":0,"num_words":26,"start":336.565,"end":348.78998},{"sentences":[{"text":"Would you stay on the line for a minute or two again?","start":348.78998,"end":351.53,"sentiment":"neutral","sentiment_score":-0.03485129804660877}],"sentiment":"neutral","sentiment_score":-0.03485129804660877,"channel":0,"num_words":12,"start":348.78998,"end":351.53},{"sentences":[{"text":"Yeah.","start":351.97498,"end":352.13498,"sentiment":"neutral","sentiment_score":0.0170051958411932},{"text":"Sure.","start":352.13498,"end":352.63498,"sentiment":"neutral","sentiment_score":0.0762958899140358}],"sentiment":"neutral","sentiment_score":0.0466505428776145,"channel":1,"num_words":2,"start":351.97498,"end":352.63498},{"sentences":[{"text":"Thank you.","start":353.26498,"end":354.005,"sentiment":"neutral","sentiment_score":0.19115960597991943},{"text":"I'm sorry for that hold, Yushi.","start":465.135,"end":473.375,"sentiment":"neutral","sentiment_score":-0.16890746355056763},{"text":"Thank you so much for staying the line.","start":473.375,"end":475.23502,"sentiment":"neutral","sentiment_score":0.23671611957252026}],"sentiment":"neutral","sentiment_score":0.0789127117022872,"channel":0,"num_words":16,"start":353.26498,"end":475.23502},{"sentences":[{"text":"Yep.","start":475.575,"end":476.075,"sentiment":"neutral","sentiment_score":-0.031535033136606216},{"text":"Nothing.","start":476.38,"end":476.88,"sentiment":"neutral","sentiment_score":-0.07401834428310394}],"sentiment":"neutral","sentiment_score":-0.05277668870985508,"channel":1,"num_words":2,"start":475.575,"end":476.88},{"sentences":[{"text":"Okay.","start":476.655,"end":477.155,"sentiment":"neutral","sentiment_score":-0.0016728825867176056},{"text":"Alright.","start":477.72,"end":478.22,"sentiment":"neutral","sentiment_score":0.042136531323194504},{"text":"So I've was able to check some notation in here.","start":478.36002,"end":482.78,"sentiment":"neutral","sentiment_score":0.07987097576260567},{"text":"We even sent you a cancellation last May since you mentioned you've already moved out two months ago.","start":483.64,"end":492.86002,"sentiment":"neutral","sentiment_score":0.02456446157561408},{"text":"And then it seems like your calling today is because you received a bill last August 1.","start":493.335,"end":500.295,"sentiment":"neutral","sentiment_score":-0.03042120037271696}],"sentiment":"neutral","sentiment_score":0.016259006561434017,"channel":0,"num_words":47,"start":476.655,"end":500.295},{"sentences":[{"text":"Is that right?","start":500.295,"end":501.195,"sentiment":"neutral","sentiment_score":-0.002055925006667773}],"sentiment":"neutral","sentiment_score":-0.002055925006667773,"channel":0,"num_words":3,"start":500.295,"end":501.195},{"sentences":[{"text":"Yep.","start":500.83502,"end":501.23502,"sentiment":"neutral","sentiment_score":-0.016464969143271446},{"text":"Oh, so it's already been canceled?","start":501.23502,"end":502.775,"sentiment":"neutral","sentiment_score":-0.048429472371935844}],"sentiment":"neutral","sentiment_score":-0.04386311476784093,"channel":1,"num_words":7,"start":500.83502,"end":502.775},{"sentences":[{"text":"Yeah.","start":503.655,"end":504.135,"sentiment":"neutral","sentiment_score":-0.031535111367702484},{"text":"So I'm","start":504.135,"end":505.255,"sentiment":"neutral","sentiment_score":-0.03775883838534355}],"sentiment":"neutral","sentiment_score":-0.03568426271279653,"channel":0,"num_words":3,"start":503.655,"end":505.255},{"sentences":[{"text":"Alright.","start":505.23,"end":505.73,"sentiment":"neutral","sentiment_score":0.013030456379055975}],"sentiment":"neutral","sentiment_score":0.013030456379055975,"channel":1,"num_words":1,"start":505.23,"end":505.73},{"sentences":[{"text":"showing on here it's already been canceled.","start":505.255,"end":507.755,"sentiment":"neutral","sentiment_score":-0.024899763454283987},{"text":"We even sent you the email.","start":508.23,"end":511.45,"sentiment":"neutral","sentiment_score":0.010082381467024485},{"text":"And then","start":511.83002,"end":512.57,"sentiment":"neutral","sentiment_score":-0.043083496391773224}],"sentiment":"neutral","sentiment_score":-0.013331403210759162,"channel":0,"num_words":15,"start":505.255,"end":512.57},{"sentences":[{"text":"Okay.","start":512.3775,"end":512.8775,"sentiment":"neutral","sentiment_score":-0.09491394460201263}],"sentiment":"neutral","sentiment_score":-0.09491394460201263,"channel":1,"num_words":1,"start":512.3775,"end":512.8775},{"sentences":[{"text":"the bill that you received August, it's like a billing error from our end.","start":512.71,"end":518.57,"sentiment":"neutral","sentiment_score":-0.2794922749911036},{"text":"So I do apologize for that, and thank you so much for giving us a call.","start":518.63,"end":523.05,"sentiment":"neutral","sentiment_score":0.0017098705284297466},{"text":"So you don't need to pay anything.","start":523.305,"end":525.465,"sentiment":"neutral","sentiment_score":-0.05345132175300803},{"text":"It has been sorted out that month, May, and I'll just go ahead and sort this with our back end.","start":525.465,"end":534.665,"sentiment":"neutral","sentiment_score":0.013443251699209213},{"text":"We will just remove this invoice because it's no longer applicable to your account.","start":534.665,"end":539.85004,"sentiment":"neutral","sentiment_score":-0.29660679187093464}],"sentiment":"neutral","sentiment_score":-0.11469469332254269,"channel":0,"num_words":71,"start":512.71,"end":539.85004},{"sentences":[{"text":"It's just generated due to a billing error, and I'm so sorry for that.","start":539.85004,"end":545.23004,"sentiment":"negative","sentiment_score":-0.3928597420454025}],"sentiment":"negative","sentiment_score":-0.3928597420454025,"channel":0,"num_words":14,"start":539.85004,"end":545.23004},{"sentences":[{"text":"Alright.","start":545.38,"end":545.69995,"sentiment":"neutral","sentiment_score":-0.02129342406988144},{"text":"It's alright.","start":545.69995,"end":546.36,"sentiment":"neutral","sentiment_score":-0.006026105023920536}],"sentiment":"neutral","sentiment_score":-0.011115211372574171,"channel":1,"num_words":3,"start":545.38,"end":546.36},{"sentences":[{"text":"Yeah.","start":546.89,"end":547.37006,"sentiment":"neutral","sentiment_score":0.0027681863866746426},{"text":"Thank you so much, Yushi.","start":547.37006,"end":548.75,"sentiment":"positive","sentiment_score":0.892786169052124},{"text":"Have a good one, and be safe.","start":548.81006,"end":550.51,"sentiment":"positive","sentiment_score":0.7856798938342503}],"sentiment":"positive","sentiment_score":0.7666506375759267,"channel":0,"num_words":13,"start":546.89,"end":550.51},{"sentences":[{"text":"Yeah.","start":550.8189,"end":551.0589,"sentiment":"positive","sentiment_score":0.4937611222267151},{"text":"You too.","start":551.0589,"end":551.6189,"sentiment":"positive","sentiment_score":0.4756375551223755},{"text":"Bye.","start":551.6189,"end":552.1189,"sentiment":"neutral","sentiment_score":0.3248336911201477}],"sentiment":"positive","sentiment_score":0.44246748089790344,"channel":1,"num_words":4,"start":550.8189,"end":552.1189},{"sentences":[{"text":"Thank you.","start":552.21893,"end":552.77893,"sentiment":"positive","sentiment_score":0.6859994828701019},{"text":"Bye.","start":552.77893,"end":553.27893,"sentiment":"neutral","sentiment_score":-0.09021349251270294}],"sentiment":"positive","sentiment_score":0.427261824409167,"channel":0,"num_words":3,"start":552.21893,"end":553.27893}]},"summary":{"result":"success","short":"The customer, named reminded, wants to cancel their service due to moving out. The agent, named Erica, asks for the customer's information and explains the cancellation policy. The agent also informs the customer that their contract has been fulfilled and they will activate their service at a new address with no charge. The agent checks the account and confirms that the customer's billing error was due to a billing error."},"intents":{"segments":[{"text":"So I I would like to cancel my service because I smooth.","start_word":13,"end_word":24,"intents":[{"intent":"Cancel service","confidence_score":0.50504726}]},{"text":"However, the only thing that we have for cancellation policy is you are provide you have to provide a thirty days notice because we are paying thirty days in advance with the network.","start_word":323,"end_word":355,"intents":[{"intent":"Explain cancellation policy","confidence_score":0.082740985},{"intent":"Inquire about cancellation","confidence_score":0.008829281}]},{"text":"I just need to go back here. I'm just checking further details about your account. In that way, it will be processed accordingly, and I would like to make sure your account will be fully closed.","start_word":406,"end_word":441,"intents":[{"intent":"Check account status","confidence_score":0.04111272}]},{"text":"I'm just checking further details about your account. In that way, it will be processed accordingly, and I would like to make sure your account will be fully closed. Let me see.","start_word":413,"end_word":444,"intents":[{"intent":"Update billing details","confidence_score":0.00012549895}]},{"text":"I'm sorry for that hold, Yushi. Thank you so much for staying the line. Yep. Nothing.","start_word":484,"end_word":499,"intents":[{"intent":"Express gratitude","confidence_score":0.0011708718},{"intent":"Refuse offer","confidence_score":0.004179481},{"intent":"Apologize for hold","confidence_score":0.11627306},{"intent":"Express gratitude","confidence_score":0.012611138}]},{"text":"the bill that you received August, it's like a billing error from our end.","start_word":577,"end_word":590,"intents":[{"intent":"Report billing error","confidence_score":0.012495664}]}]},"sentiments":{"segments":[{"text":"This is Erica on accounts. How may I help you today? Oh, hi.","start_word":0,"end_word":12,"sentiment":"neutral","sentiment_score":0.08780654519796371},{"text":"So I I would like to cancel my service because I smooth.","start_word":13,"end_word":24,"sentiment":"negative","sentiment_score":-0.3467141389846802},{"text":"Oh, I'm so sorry to hear about that, but let me just go ahead and pull out your account here. What Yep. is your full name? My name will be Yushi Cho. That will be y u h I, and zed, h o u. Okay.","start_word":25,"end_word":69,"sentiment":"neutral","sentiment_score":-0.034430116415023804},{"text":"Perfect.","start_word":70,"end_word":70,"sentiment":"positive","sentiment_score":0.44008946418762207},{"text":"Thank you. And your date of birth, please? 10/11/2000. Thank you. Just give me one moment. Let me just go over to your account here. Alright? Alright.","start_word":71,"end_word":97,"sentiment":"neutral","sentiment_score":0.1495935618877411},{"text":"Thank you. Thank you so much for patiently waiting on the line, mister Yushi.","start_word":98,"end_word":111,"sentiment":"positive","sentiment_score":0.5414969325065613},{"text":"So you mentioned you would like to cancel your service Yep. because you're moving out? Mhmm. That's right. Oh, I got it.","start_word":112,"end_word":133,"sentiment":"neutral","sentiment_score":0.04373085871338844},{"text":"Thank you so much for letting us know. If you are moving into a new address, we are delighted to help you arrange a new Internet connection.","start_word":134,"end_word":160,"sentiment":"positive","sentiment_score":0.4781627655029297},{"text":"Would you like to check if your address is serviceable so you can activate the service there. Not really. I've already moved.","start_word":161,"end_word":182,"sentiment":"neutral","sentiment_score":0.06871777772903442},{"text":"Actually, I I just forget to cancel my account. I've been paying the Internet fee for, like, one month two months now.","start_word":183,"end_word":204,"sentiment":"negative","sentiment_score":-0.3413652181625366},{"text":"So Oh, okay. So so you already have the active Internet services there two months ago. You just forgotten Yes. Airtel. Yes. Oh, okay. I understand. So anyway, the reason why I ask because all customers that moving out, we are offering some extension for 15% discount for three months, and then we will go ahead and activate their service to the new address with no connection fee.","start_word":205,"end_word":272,"sentiment":"neutral","sentiment_score":0.05076184868812561},{"text":"However, since that happened, that's so sad to lose you.","start_word":273,"end_word":282,"sentiment":"negative","sentiment_score":-0.49002206325531006},{"text":"But anyway, if you need our assistance or services in the future, just feel free to let us know. Okay? And going back to your cancellation, technically, Yep. I do see on here that your contract has been fulfilled. However, the only thing that we have for cancellation policy is you are provide you have to provide a thirty days notice because we are paying thirty days in advance with the network. So, technically, today is August 5. Basically, what you just need to pay is your outstanding invoice this month and then until September 5. But as security fee, I'll just go ahead and let you pay this outstanding balance already been generated, which is let me check here. One moment. Okay? I just need to go back here. I'm just checking further details about your account. In that way, it will be processed accordingly, and I would like to make sure your account will be fully closed. Let me see. Okay. Just bear with me here. Okay? I need to further check your account because I've seen some accounts or notation in here. Would you stay on the line for a minute or two again? Yeah. Sure. Thank you. I'm sorry for that hold, Yushi. Thank you so much for staying the line. Yep. Nothing. Okay. Alright. So I've was able to check some notation in here. We even sent you a cancellation last May since you mentioned you've already moved out two months ago. And then it seems like your calling today is because you received a bill last August 1. Is that right? Yep. Oh, so it's already been canceled? Yeah. So I'm Alright. showing on here it's already been canceled. We even sent you the email. And then Okay. the bill that you received August, it's like a billing error from our end. So I do apologize for that, and thank you so much for giving us a call. So you don't need to pay anything. It has been sorted out that month, May, and I'll just go ahead and sort this with our back end. We will just remove this invoice because it's no longer applicable to your account.","start_word":283,"end_word":647,"sentiment":"neutral","sentiment_score":-0.030909171455527004},{"text":"It's just generated due to a billing error, and I'm so sorry for that.","start_word":648,"end_word":661,"sentiment":"negative","sentiment_score":-0.3928252160549164},{"text":"Alright. It's alright. Yeah.","start_word":662,"end_word":665,"sentiment":"neutral","sentiment_score":-0.007606742437928915},{"text":"Thank you so much, Yushi. Have a good one, and be safe. Yeah. You too.","start_word":666,"end_word":680,"sentiment":"positive","sentiment_score":0.7530839443206787},{"text":"Bye.","start_word":681,"end_word":681,"sentiment":"neutral","sentiment_score":0.3248336911201477},{"text":"Thank you. Bye.","start_word":682,"end_word":684,"sentiment":"positive","sentiment_score":0.5249863266944885}],"average":{"sentiment":"neutral","sentiment_score":0.018653542418174452}}}}