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How are you? This is Rosinda. I'm good. Thank you.\n\nYeah. Actually, this is regarding my, like, bill. So, yeah, before my bill is 79.95 because when I changed my SuperNet to, like, NBN, Then when I talk to customer care, like Airtel customer care, they are telling me we are not going to change amount. Amount is same, but we are also giving you this that is a 15%. But I'm checking.\n\nThey did not give me a pound, but now they give me new charges that is dollar 95. So I'm not happy with that thing. Yeah. Sure. 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going to change amount.","start":20.955,"end":35.3,"sentiment":"neutral","sentiment_score":-0.19430184726779526},{"text":"Amount is same, but we are also giving you this that is a 15%.","start":35.3,"end":39.48,"sentiment":"neutral","sentiment_score":-0.1722127731357302},{"text":"But I'm checking.","start":39.699997,"end":40.66,"sentiment":"neutral","sentiment_score":-0.20473654568195343},{"text":"They did not give","start":40.66,"end":41.46,"sentiment":"neutral","sentiment_score":-0.32308630645275116}],"sentiment":"neutral","sentiment_score":-0.19839141440802607,"channel":1,"num_words":58,"start":20.955,"end":41.46},{"sentences":[{"text":"Okay.","start":41.34,"end":41.625,"sentiment":"neutral","sentiment_score":-0.2358186841011047}],"sentiment":"neutral","sentiment_score":-0.2358186841011047,"channel":0,"num_words":1,"start":41.34,"end":41.625},{"sentences":[{"text":"me a pound, but now they give me new charges that is dollar 95.","start":41.46,"end":46.045,"sentiment":"negative","sentiment_score":-0.3859527036547661},{"text":"So I'm not happy with that thing.","start":46.045,"end":47.745,"sentiment":"negative","sentiment_score":-0.747143736907414}],"sentiment":"negative","sentiment_score":-0.506349714738982,"channel":1,"num_words":21,"start":41.46,"end":47.745},{"sentences":[{"text":"Okay.","start":48.105,"end":48.605,"sentiment":"neutral","sentiment_score":-0.11277824640274048},{"text":"Okay.","start":48.905,"end":49.405,"sentiment":"neutral","sentiment_score":-0.060898058116436005},{"text":"I understand.","start":49.545,"end":50.285,"sentiment":"neutral","sentiment_score":-0.04176912549883127},{"text":"Is it okay if I transfer you to our accounts department so that you you can talk to them directly regarding your concern?","start":50.985,"end":58.3,"sentiment":"neutral","sentiment_score":0.01634101553455643}],"sentiment":"neutral","sentiment_score":0.004393659325109588,"channel":0,"num_words":27,"start":48.105,"end":58.3},{"sentences":[{"text":"Yeah.","start":59.23,"end":59.55,"sentiment":"neutral","sentiment_score":0.03216678649187088},{"text":"Sure.","start":59.55,"end":60.05,"sentiment":"neutral","sentiment_score":0.04023994877934456}],"sentiment":"neutral","sentiment_score":0.03620336763560772,"channel":1,"num_words":2,"start":59.23,"end":60.05},{"sentences":[{"text":"Yeah.","start":60.519997,"end":60.84,"sentiment":"neutral","sentiment_score":0.0321161262691021},{"text":"Okay.","start":60.84,"end":61.34,"sentiment":"neutral","sentiment_score":0.035937950015068054},{"text":"Just to confirm, I'm speaking with Rawinder Cowher.","start":61.719997,"end":64.86,"sentiment":"neutral","sentiment_score":0.031027294462546706},{"text":"Right?","start":65.159996,"end":65.659996,"sentiment":"neutral","sentiment_score":0.03864198550581932}],"sentiment":"neutral","sentiment_score":0.03226494704457847,"channel":0,"num_words":11,"start":60.519997,"end":65.659996},{"sentences":[{"text":"Yes.","start":65.39,"end":65.89,"sentiment":"neutral","sentiment_score":0.038603395223617554}],"sentiment":"neutral","sentiment_score":0.038603395223617554,"channel":1,"num_words":1,"start":65.39,"end":65.89},{"sentences":[{"text":"Okay.","start":66.825,"end":67.325,"sentiment":"neutral","sentiment_score":0.03933802247047424},{"text":"Transferring you now.","start":67.784996,"end":68.825,"sentiment":"neutral","sentiment_score":0.03778319681684176},{"text":"Hang on.","start":68.825,"end":69.645,"sentiment":"neutral","sentiment_score":0.011948633473366499}],"sentiment":"neutral","sentiment_score":0.029430813311288755,"channel":0,"num_words":6,"start":66.825,"end":69.645}]},"summary":{"result":"success","short":"The customer, Rosinda, is calling about her bill and is upset because she was told that her SuperNet bill is $78.95 when she changed it to NBN. She has been told that they will waive her charge, but she is still receiving $105. The customer care representative told her that they cannot change the amount, but Rosinda asks to be transferred to the accounts department."},"intents":{"segments":[{"text":"Is it okay if I transfer you to our accounts department so that you you can talk to them directly regarding your concern? Yeah. Sure. Yeah.","start_word":120,"end_word":145,"intents":[{"intent":"Transfer to accounts department","confidence_score":0.1406772}]}]},"sentiments":{"segments":[{"text":"Hello. Good afternoon. This is Marie. Yeah. Hello. How are you? This is Rosinda.","start_word":0,"end_word":13,"sentiment":"neutral","sentiment_score":0.1802988052368164},{"text":"I'm good. Thanks for asking. How are you? I'm good. Thank you.","start_word":14,"end_word":25,"sentiment":"positive","sentiment_score":0.4836108088493347},{"text":"Yeah. Actually, this is regarding my, like, bill. So, Okay. yeah, before my bill is 79.95 because when I changed my SuperNet to, like, NBN, Then when I talk to customer care, like Airtel customer care, they are telling me we are not going to change amount. Amount is same, but we are also giving you this that is a 15%. But I'm checking. They did not give Okay.","start_word":26,"end_word":94,"sentiment":"neutral","sentiment_score":-0.15476186573505402},{"text":"me a pound, but now they give me new charges that is dollar 95. So I'm not happy with that thing.","start_word":95,"end_word":115,"sentiment":"negative","sentiment_score":-0.4995557367801666},{"text":"Okay. Okay. I understand. Is it okay if I transfer you to our accounts department so that you you can talk to them directly regarding your concern? Yeah. Sure. Yeah. Okay. Just to confirm, I'm speaking with Rawinder Cowher. Right? Yes. Okay. Transferring you now. Hang on.","start_word":116,"end_word":162,"sentiment":"neutral","sentiment_score":0.01641218177974224}],"average":{"sentiment":"neutral","sentiment_score":-0.05528388562062794}}}}