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This is Daniel. Good. How are you? Yeah.\n\nSure. No problem. Thank you. Yes. Her name is Andre, which is a n d I e, and I think the email in use would have either been daniel@andre.co.\n\nIs that right? Yeah. Mail and then my first initial and then my surname with a dot between the two e's. Yep. Yeah.\n\nAll good. It does. Yes. Yeah. Look.\n\nBank sounds good. Thank you. Yes. I believe it is. Yep.\n\nYeah. No problem. 063112. Account number is 10406373. Yes.\n\nThat's correct. Thank you so much. I think that still goes We yeah. I'm pretty sure that still goes through to me. So it should oh, wonderful.\n\nThank you. You do have great day ahead. Thanks so much. See you. 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Hi, Daniel. Hi. This is Abby. I'm calling from Qantas Airways. How are you? Oh, yeah. I'm pretty good. Thank you. So I just need to advise you that the call is being recorded for compliance and training. And I'm just calling in regards to a remaining COVID credit that's been identified under your name, which is basically just any flights that were booked and canceled around 2019 to 2022. I'm just reaching out to you today to offer my assistance in arranging a refund of this credit. Would now be, like, a good time for this call? Yeah. Okay. Awesome. So before I can get into more details, just so you can confirm that I am speaking to the right person. So are you able to please just state your surname and then the email you would have likely used at the time? Mhmm. Oh, this one, is it doesn't wanna start with it's like mail and then at and then yeah. Yeah. That's the one. Thank you. So the amount that is yeah. No worries. So the amount that is sitting here to be refunded to you is $23 and 54¢. So, yeah, it does look like a remaining amount of the original COVID credit voucher. I'm just looking into the flight that was originally canceled. It was supposed to travel from Melbourne to Adelaide on the 01/29/2021, then returning from Adelaide to Melbourne on the same day, January 29. That was originally paid with an Amex card, the last four digits being 1002. Does that sound about right? Yeah. Awesome. Yeah. So there are a couple of different ways we can go about getting this money back to you. So we are able to put this onto, like, any debit or credit card of yours. For a card transaction. We'd only be needing the number and the expiry date, so it wouldn't take anything at all from the back. And then I also paused the call recording as well for your safety and security so nothing is retained. Otherwise, we can always do a bank account transfer if you prefer. That one does naturally take longer to process, but, I mean, it's really just up to you and what you'd like to do. Yeah. Okay. Awesome. Sweet. So for the account holder name, would it just be under your first and last name, Daniel Andre? Yeah. Awesome. And then just whenever you're ready with the VSP. Yep. And the account number? Perfect. I might just read out those numbers to you to make sure I've got them right here. So BSP is 063112, and then account number is 10406373. Is that correct? Yep. Okay. Yeah. Awesome. Yeah. So I'm just gonna request that refund for you now. And the latest that you can expect it is fourteen to twenty eight days, but, realistically, it should be sooner than that. Just sort of depends on your bank system. And we'll also just send out a confirmation email as well. Would you still happen to have access to that mail one or is it? Yeah. Okay. Okay. Awesome. So, yeah, we'll just send that through just to confirm that it's all been processed. Yeah. No worries. Well, thank you for your time, Daniel. And, yeah, I hope you have a lovely rest of your day. Yeah. And thank you. Okay. 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Hi, Daniel. Hi. This is Abby. I'm calling from Qantas Airways.\n\nHow are you? Oh, yeah. I'm pretty good. Thank you. So I just need to advise you that the call is being recorded for compliance and training.\n\nAnd I'm just calling in regards to a remaining COVID credit that's been identified under your name, which is basically just any flights that were booked and canceled around 2019 to 2022. I'm just reaching out to you today to offer my assistance in arranging a refund of this credit. Would now be, like, a good time for this call? Yeah. Okay.\n\nAwesome. So before I can get into more details, just so you can confirm that I am speaking to the right person. So are you able to please just state your surname and then the email you would have likely used at the time? Mhmm. Oh, this one, is it doesn't wanna start with it's like mail and then at and then yeah.\n\nYeah. That's the one. Thank you. So the amount that is yeah. No worries.\n\nSo the amount that is sitting here to be refunded to you is $23 and 54¢. So, yeah, it does look like a remaining amount of the original COVID credit voucher. I'm just looking into the flight that was originally canceled. It was supposed to travel from Melbourne to Adelaide on the 01/29/2021, then returning from Adelaide to Melbourne on the same day, January 29. That was originally paid with an Amex card, the last four digits being 1002.\n\nDoes that sound about right? Yeah. Awesome. Yeah. So there are a couple of different ways we can go about getting this money back to you.\n\nSo we are able to put this onto, like, any debit or credit card of yours. For a card transaction. We'd only be needing the number and the expiry date, so it wouldn't take anything at all from the back. And then I also paused the call recording as well for your safety and security so nothing is retained. Otherwise, we can always do a bank account transfer if you prefer.\n\nThat one does naturally take longer to process, but, I mean, it's really just up to you and what you'd like to do. Yeah. Okay. Awesome. Sweet.\n\nSo for the account holder name, would it just be under your first and last name, Daniel Andre? Yeah. Awesome. And then just whenever you're ready with the VSP. Yep.\n\nAnd the account number? Perfect. I might just read out those numbers to you to make sure I've got them right here. So BSP is 063112, and then account number is 10406373. Is that correct?\n\nYep. Okay. Yeah. Awesome. Yeah.\n\nSo I'm just gonna request that refund for you now. And the latest that you can expect it is fourteen to twenty eight days, but, realistically, it should be sooner than that. Just sort of depends on your bank system. And we'll also just send out a confirmation email as well. Would you still happen to have access to that mail one or is it?\n\nYeah. Okay. Okay. Awesome. So, yeah, we'll just send that through just to confirm that it's all been processed.\n\nYeah. No worries. Well, thank you for your time, Daniel. And, yeah, I hope you have a lovely rest of your day. Yeah.\n\nAnd thank you. Okay. Bye.","paragraphs":[{"sentences":[{"text":"Yes.","start":0.24,"end":0.74,"sentiment":"neutral","sentiment_score":0.06849464029073715},{"text":"Hi, Daniel.","start":2.32,"end":2.8799999,"sentiment":"neutral","sentiment_score":0.10511977598071098},{"text":"Hi.","start":2.8799999,"end":3.1999998,"sentiment":"neutral","sentiment_score":0.13621395826339722},{"text":"This is Abby.","start":3.1999998,"end":4.0,"sentiment":"neutral","sentiment_score":0.13644522925217947},{"text":"I'm calling from Qantas Airways.","start":4.0,"end":5.92,"sentiment":"neutral","sentiment_score":0.12284557223320007}],"sentiment":"neutral","sentiment_score":0.11987597495317459,"num_words":12,"start":0.24,"end":5.92},{"sentences":[{"text":"How are you?","start":5.92,"end":6.74,"sentiment":"neutral","sentiment_score":0.19669375816980997},{"text":"Oh, yeah.","start":8.4,"end":8.8,"sentiment":"positive","sentiment_score":0.4217565208673477},{"text":"I'm pretty 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time?","start":44.585,"end":50.765,"sentiment":"neutral","sentiment_score":0.028712574392557144},{"text":"Mhmm.","start":62.71,"end":63.03,"sentiment":"neutral","sentiment_score":-0.00566242216154933},{"text":"Oh, this one, is it doesn't wanna start with it's like mail and then at and then yeah.","start":63.03,"end":75.555,"sentiment":"neutral","sentiment_score":-0.022484228584087558}],"sentiment":"neutral","sentiment_score":0.03919390035379264,"num_words":63,"start":38.48,"end":75.555},{"sentences":[{"text":"Yeah.","start":75.555,"end":75.795,"sentiment":"neutral","sentiment_score":0.04121818765997887},{"text":"That's the one.","start":75.795,"end":76.355,"sentiment":"neutral","sentiment_score":0.0778125027815501},{"text":"Thank you.","start":76.355,"end":77.095,"sentiment":"neutral","sentiment_score":0.30273982882499695},{"text":"So the amount that is yeah.","start":77.235,"end":78.915,"sentiment":"neutral","sentiment_score":0.1132158488035202},{"text":"No 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originally paid with an Amex card, the last four digits being 1002.","start":104.905,"end":111.725,"sentiment":"neutral","sentiment_score":0.03761765068130834}],"sentiment":"neutral","sentiment_score":0.042633840145590976,"num_words":79,"start":79.635,"end":111.725},{"sentences":[{"text":"Does that sound about right?","start":111.92,"end":113.619995,"sentiment":"neutral","sentiment_score":0.05853398442268372},{"text":"Yeah.","start":115.92,"end":116.24,"sentiment":"neutral","sentiment_score":0.3287466764450073},{"text":"Awesome.","start":116.24,"end":116.74,"sentiment":"neutral","sentiment_score":0.2694006562232971},{"text":"Yeah.","start":116.96,"end":117.2,"sentiment":"neutral","sentiment_score":-0.004366131033748388},{"text":"So there are a couple of different ways we can go about getting this money back to you.","start":117.2,"end":121.35999,"sentiment":"neutral","sentiment_score":0.10831131579147445}],"sentiment":"neutral","sentiment_score":0.1090790310767121,"num_words":26,"start":111.92,"end":121.35999},{"sentences":[{"text":"So we are able to put this onto, like, any debit or credit card of yours.","start":121.35999,"end":125.7,"sentiment":"neutral","sentiment_score":0.15173627622425556},{"text":"For a card transaction.","start":126.015,"end":127.395004,"sentiment":"neutral","sentiment_score":0.11732693016529083},{"text":"We'd only be needing the number and the expiry date, so it wouldn't take anything at all from the back.","start":127.535,"end":133.05501,"sentiment":"neutral","sentiment_score":0.1475563894957304},{"text":"And then I also paused the call recording as well for your safety and security so nothing is retained.","start":133.05501,"end":138.995,"sentiment":"neutral","sentiment_score":0.09387892759159992},{"text":"Otherwise, we can always do a bank account transfer if you prefer.","start":139.45,"end":143.23,"sentiment":"neutral","sentiment_score":0.07466063338021438}],"sentiment":"neutral","sentiment_score":0.12011046697136382,"num_words":71,"start":121.35999,"end":143.23},{"sentences":[{"text":"That one does naturally take longer to process, but, I mean, it's really just up to you and what you'd like to do.","start":143.68999,"end":149.70999,"sentiment":"neutral","sentiment_score":0.09143625361763913},{"text":"Yeah.","start":152.48999,"end":152.89,"sentiment":"neutral","sentiment_score":0.2109013795852661},{"text":"Okay.","start":152.89,"end":153.20999,"sentiment":"neutral","sentiment_score":0.30404651165008545},{"text":"Awesome.","start":153.20999,"end":153.70999,"sentiment":"positive","sentiment_score":0.5394397974014282},{"text":"Sweet.","start":160.555,"end":160.95499,"sentiment":"neutral","sentiment_score":0.320529580116272}],"sentiment":"neutral","sentiment_score":0.12881300377625007,"num_words":27,"start":143.68999,"end":160.95499},{"sentences":[{"text":"So for the account holder name, would it just be under your first and last name, Daniel Andre?","start":160.95499,"end":165.855,"sentiment":"neutral","sentiment_score":0.08594313263893127},{"text":"Yeah.","start":167.995,"end":168.495,"sentiment":"neutral","sentiment_score":0.1404028832912445},{"text":"Awesome.","start":177.09001,"end":177.59001,"sentiment":"neutral","sentiment_score":0.23898454010486603},{"text":"And then just whenever you're ready with the VSP.","start":177.65001,"end":181.03,"sentiment":"neutral","sentiment_score":0.10498782247304916},{"text":"Yep.","start":187.155,"end":187.655,"sentiment":"neutral","sentiment_score":0.04055684804916382}],"sentiment":"neutral","sentiment_score":0.09706036870678265,"num_words":30,"start":160.95499,"end":187.655},{"sentences":[{"text":"And the account number?","start":189.075,"end":190.455,"sentiment":"neutral","sentiment_score":0.029009913094341755},{"text":"Perfect.","start":198.23,"end":198.73,"sentiment":"neutral","sentiment_score":0.32542362809181213},{"text":"I might just read out those numbers to you to make sure I've got them right here.","start":198.95,"end":202.81,"sentiment":"neutral","sentiment_score":0.14359307464431315},{"text":"So BSP is 063112, and then account number is 10406373.","start":202.87,"end":212.825,"sentiment":"neutral","sentiment_score":0.047969221137464046},{"text":"Is that correct?","start":212.825,"end":213.72499,"sentiment":"neutral","sentiment_score":0.07338389257589976}],"sentiment":"neutral","sentiment_score":0.10235398395785264,"num_words":35,"start":189.075,"end":213.72499},{"sentences":[{"text":"Yep.","start":215.305,"end":215.78499,"sentiment":"positive","sentiment_score":0.3913351893424988},{"text":"Okay.","start":215.78499,"end":216.185,"sentiment":"neutral","sentiment_score":0.21287080645561215},{"text":"Yeah.","start":216.185,"end":216.50499,"sentiment":"neutral","sentiment_score":0.24191701412200928},{"text":"Awesome.","start":216.50499,"end":216.98499,"sentiment":"neutral","sentiment_score":0.31148260831832886},{"text":"Yeah.","start":216.98499,"end":217.22499,"sentiment":"neutral","sentiment_score":0.188931941986084}],"sentiment":"neutral","sentiment_score":0.2693075120449066,"num_words":5,"start":215.305,"end":217.22499},{"sentences":[{"text":"So I'm just gonna request that refund for you now.","start":217.22499,"end":219.70499,"sentiment":"neutral","sentiment_score":0.18214235156774522},{"text":"And the latest that you can expect it is fourteen to twenty eight days, but, realistically, it should be sooner than that.","start":219.70499,"end":225.78499,"sentiment":"neutral","sentiment_score":0.11658994853496552},{"text":"Just sort of depends on your bank system.","start":225.78499,"end":228.20999,"sentiment":"neutral","sentiment_score":0.08899202011525631},{"text":"And we'll also just send out a confirmation email as well.","start":228.20999,"end":232.15,"sentiment":"neutral","sentiment_score":0.11327018453316255},{"text":"Would you still happen to have access to that mail one or is it?","start":232.68999,"end":237.82999,"sentiment":"neutral","sentiment_score":0.0429549819922873}],"sentiment":"neutral","sentiment_score":0.10685662034039314,"num_words":65,"start":217.22499,"end":237.82999},{"sentences":[{"text":"Yeah.","start":242.195,"end":242.695,"sentiment":"neutral","sentiment_score":0.08748047053813934},{"text":"Okay.","start":242.91501,"end":243.41501,"sentiment":"neutral","sentiment_score":0.10395440459251404},{"text":"Okay.","start":243.475,"end":243.955,"sentiment":"neutral","sentiment_score":0.16433042287826538},{"text":"Awesome.","start":243.955,"end":244.455,"sentiment":"neutral","sentiment_score":0.261152446269989},{"text":"So, yeah, we'll just send that through just to confirm that it's all been processed.","start":244.675,"end":248.77501,"sentiment":"neutral","sentiment_score":0.22566123008728028}],"sentiment":"neutral","sentiment_score":0.2106229576625322,"num_words":19,"start":242.195,"end":248.77501},{"sentences":[{"text":"Yeah.","start":252.72,"end":252.96,"sentiment":"neutral","sentiment_score":0.2715209722518921},{"text":"No worries.","start":252.96,"end":253.52,"sentiment":"neutral","sentiment_score":0.28541646897792816},{"text":"Well, thank you for your time, Daniel.","start":253.52,"end":255.52,"sentiment":"positive","sentiment_score":0.5789136716297695},{"text":"And, yeah, I hope you have a lovely rest of your day.","start":255.52,"end":258.42,"sentiment":"positive","sentiment_score":0.6009710282087326},{"text":"Yeah.","start":260.16,"end":260.66,"sentiment":"neutral","sentiment_score":0.2580196261405945}],"sentiment":"positive","sentiment_score":0.5375835467939791,"num_words":23,"start":252.72,"end":260.66},{"sentences":[{"text":"And thank you.","start":260.72,"end":261.86002,"sentiment":"positive","sentiment_score":0.7365298469861349},{"text":"Okay.","start":262.24,"end":262.74,"sentiment":"positive","sentiment_score":0.552698016166687},{"text":"Bye.","start":262.88,"end":263.38,"sentiment":"positive","sentiment_score":0.5714017748832703}],"sentiment":"positive","sentiment_score":0.6667378664016723,"num_words":5,"start":260.72,"end":263.38}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Yes.\n\nChannel 0: Hello. This is Daniel.\n\nChannel 1: Hi, Daniel. Hi. This is Abby. I'm calling from Qantas Airways. How are you?\n\nChannel 0: Good. How are you?\n\nChannel 1: Oh, yeah. I'm pretty good. Thank you. So I just need to advise you that the call is being recorded for compliance and training. And I'm just calling in regards to a remaining COVID credit that's been identified under your name, which is basically just any flights that were booked and canceled around 2019 to 2022.\n\nI'm just reaching out to you today to offer my assistance in arranging a refund of this credit. Would now be, like, a good time for this call?\n\nChannel 0: Yeah. Sure. No problem.\n\nChannel 1: Yeah. Okay. Awesome. So before I can\n\nChannel 0: Thank\n\nChannel 1: get\n\nChannel 0: you.\n\nChannel 1: into more details, just so you can confirm that I am speaking to the right person. So are you able to please just state your surname and then the email you would have likely used at the time?\n\nChannel 0: Yes. Her name is Andre, which is a n d I e, and I think the email in use would have either been daniel@andre.co. Is that right?\n\nChannel 1: Mhmm. Oh, this one, is it doesn't wanna start with it's like mail and then at and\n\nChannel 0: Yeah.\n\nChannel 1: then\n\nChannel 0: Mail and then my first initial and then my surname with a dot between the two e's.\n\nChannel 1: yeah. Yeah. That's the one. Thank you. So\n\nChannel 0: Yep.\n\nChannel 1: the\n\nChannel 0: Yeah.\n\nChannel 1: amount\n\nChannel 0: All\n\nChannel 1: that\n\nChannel 0: good.\n\nChannel 1: is yeah. No worries. So the amount that is sitting here to be refunded to you is $23 and 54¢. So, yeah, it does look like a remaining amount of the original COVID credit voucher. I'm just looking into the flight that was originally canceled.\n\nIt was supposed to travel from Melbourne to Adelaide on the 01/29/2021, then returning from Adelaide to Melbourne on the same day, January 29. That was originally paid with an Amex card, the last four digits being 1002. Does that sound about right?\n\nChannel 0: It does. Yes.\n\nChannel 1: Yeah. Awesome. Yeah. So there are a couple of different ways we can go about getting this money back to you. So we are able to put this onto, like, any debit or credit card of yours.\n\nFor a card transaction. We'd only be needing the number and the expiry date, so it wouldn't take anything at all from the back. And then I also paused the call recording as well for your safety and security so nothing is retained. Otherwise, we can always do a bank account transfer if you prefer. That one does naturally take longer to process, but, I mean, it's really just up to you and what you'd like to do.\n\nChannel 0: Yeah. Look. Bank sounds good.\n\nChannel 1: Yeah. Okay. Awesome.\n\nChannel 0: Thank you.\n\nChannel 1: Sweet. So for the account holder name, would it just be under your first and last name, Daniel Andre?\n\nChannel 0: Yes. I believe it is. Yep.\n\nChannel 1: Yeah. Awesome. And then just whenever you're ready with the VSP.\n\nChannel 0: Yeah. No problem. 063112.\n\nChannel 1: Yep. And the account number?\n\nChannel 0: Account number is 10406373.\n\nChannel 1: Perfect. I might just read out those numbers to you to make sure I've got them right here. So BSP is 063112, and then account number is 10406373. Is that correct?\n\nChannel 0: Yes. That's correct. Thank\n\nChannel 1: Yep.\n\nChannel 0: you so much.\n\nChannel 1: Okay. Yeah. Awesome. Yeah. So I'm just gonna request that refund for you now.\n\nAnd the latest that you can expect it is fourteen to twenty eight days, but, realistically, it should be sooner than that. Just sort of depends on your bank system. And we'll also just send out a confirmation email as well. Would you still happen to have access to that mail one or is it?\n\nChannel 0: I think that still goes We yeah. I'm pretty sure that still goes through to me.\n\nChannel 1: Yeah.\n\nChannel 0: So it should\n\nChannel 1: Okay. Okay. Awesome. So, yeah, we'll just send that through just to confirm that it's all been processed.\n\nChannel 0: oh, wonderful. Thank you.\n\nChannel 1: Yeah. No worries. Well, thank you for your time, Daniel. And, yeah, I hope you have a lovely rest of your day.\n\nChannel 0: You do have great\n\nChannel 1: Yeah.\n\nChannel 0: day ahead.\n\nChannel 1: And thank you. Okay.\n\nChannel 0: Thanks so much.\n\nChannel 1: Bye.\n\nChannel 0: See you. Bye.","paragraphs":[{"sentences":[{"text":"Yes.","start":0.24,"end":0.74,"sentiment":"neutral","sentiment_score":0.06849464029073715}],"sentiment":"neutral","sentiment_score":0.06849464029073715,"channel":1,"num_words":1,"start":0.24,"end":0.74},{"sentences":[{"text":"Hello.","start":0.24,"end":0.48,"sentiment":"neutral","sentiment_score":0.037637047469615936},{"text":"This is Daniel.","start":0.48,"end":1.3,"sentiment":"neutral","sentiment_score":0.05222349365552267}],"sentiment":"neutral","sentiment_score":0.04857688210904598,"channel":0,"num_words":4,"start":0.24,"end":1.3},{"sentences":[{"text":"Hi, Daniel.","start":2.32,"end":2.8799999,"sentiment":"neutral","sentiment_score":0.10511977598071098},{"text":"Hi.","start":2.8799999,"end":3.1999998,"sentiment":"neutral","sentiment_score":0.13621395826339722},{"text":"This is Abby.","start":3.1999998,"end":4.0,"sentiment":"neutral","sentiment_score":0.13644522925217947},{"text":"I'm calling from Qantas Airways.","start":4.0,"end":5.92,"sentiment":"neutral","sentiment_score":0.12284557223320007},{"text":"How are you?","start":5.92,"end":6.74,"sentiment":"neutral","sentiment_score":0.19669375816980997}],"sentiment":"neutral","sentiment_score":0.1400070238326277,"channel":1,"num_words":14,"start":2.32,"end":6.74},{"sentences":[{"text":"Good.","start":7.3599997,"end":7.68,"sentiment":"positive","sentiment_score":0.4716789722442627},{"text":"How are you?","start":7.68,"end":8.42,"sentiment":"neutral","sentiment_score":0.27354029814402264}],"sentiment":"neutral","sentiment_score":0.32307496666908264,"channel":0,"num_words":4,"start":7.3599997,"end":8.42},{"sentences":[{"text":"Oh, yeah.","start":8.4,"end":8.8,"sentiment":"positive","sentiment_score":0.4217565208673477},{"text":"I'm pretty good.","start":8.8,"end":9.5199995,"sentiment":"positive","sentiment_score":0.6853120724360148},{"text":"Thank you.","start":9.5199995,"end":10.16,"sentiment":"positive","sentiment_score":0.7370240688323975},{"text":"So I just need to advise you that the call is being recorded for compliance and training.","start":10.16,"end":14.66,"sentiment":"neutral","sentiment_score":0.09244516886332456},{"text":"And I'm just calling in regards to a remaining COVID credit that's been identified under your name, which is basically just any flights that were booked and canceled around 2019 to 2022.","start":14.885,"end":27.36,"sentiment":"neutral","sentiment_score":0.02863679639995098}],"sentiment":"neutral","sentiment_score":0.12252576343183007,"channel":1,"num_words":56,"start":8.4,"end":27.36},{"sentences":[{"text":"I'm just reaching out to you today to offer my assistance in arranging a refund of this credit.","start":27.44,"end":32.34,"sentiment":"neutral","sentiment_score":0.21012924570176336},{"text":"Would now be, like, a good time for this 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to the right person.","start":40.24,"end":44.364998,"sentiment":"neutral","sentiment_score":0.07872944045811892},{"text":"So are you able to please just state your surname and then the email you would have likely used at the time?","start":44.585,"end":50.765,"sentiment":"neutral","sentiment_score":0.028712574392557144}],"sentiment":"neutral","sentiment_score":0.04977230747279368,"channel":1,"num_words":38,"start":40.24,"end":50.765},{"sentences":[{"text":"Yes.","start":52.024998,"end":52.344997,"sentiment":"neutral","sentiment_score":0.026434872299432755},{"text":"Her name is Andre, which is a n d I e, and I think the email in use would have either been daniel@andre.co.","start":52.344997,"end":61.730003,"sentiment":"neutral","sentiment_score":0.014767564833164215},{"text":"Is that 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10406373.","start":191.205,"end":196.745,"sentiment":"neutral","sentiment_score":0.034454540349543095}],"sentiment":"neutral","sentiment_score":0.034454540349543095,"channel":0,"num_words":4,"start":191.205,"end":196.745},{"sentences":[{"text":"Perfect.","start":198.23,"end":198.73,"sentiment":"neutral","sentiment_score":0.32542362809181213},{"text":"I might just read out those numbers to you to make sure I've got them right here.","start":198.95,"end":202.81,"sentiment":"neutral","sentiment_score":0.14359307464431315},{"text":"So BSP is 063112, and then account number is 10406373.","start":202.87,"end":212.825,"sentiment":"neutral","sentiment_score":0.047969221137464046},{"text":"Is that correct?","start":212.825,"end":213.72499,"sentiment":"neutral","sentiment_score":0.07338389257589976}],"sentiment":"neutral","sentiment_score":0.11181773503701534,"channel":1,"num_words":31,"start":198.23,"end":213.72499},{"sentences":[{"text":"Yes.","start":214.415,"end":214.655,"sentiment":"neutral","sentiment_score":0.08753018081188202},{"text":"That's correct.","start":214.655,"end":215.135,"sentiment":"neutral","sentiment_score":0.15303508937358856},{"text":"Thank","start":215.135,"end":215.375,"sentiment":"positive","sentiment_score":0.4322658181190491}],"sentiment":"neutral","sentiment_score":0.20646654441952705,"channel":0,"num_words":4,"start":214.415,"end":215.375},{"sentences":[{"text":"Yep.","start":215.305,"end":215.78499,"sentiment":"positive","sentiment_score":0.3913351893424988}],"sentiment":"positive","sentiment_score":0.3913351893424988,"channel":1,"num_words":1,"start":215.305,"end":215.78499},{"sentences":[{"text":"you so 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can expect it is fourteen to twenty eight days, but, realistically, it should be sooner than that.","start":219.70499,"end":225.78499,"sentiment":"neutral","sentiment_score":0.11658994853496552},{"text":"Just sort of depends on your bank system.","start":225.78499,"end":228.20999,"sentiment":"neutral","sentiment_score":0.08899202011525631},{"text":"And we'll also just send out a confirmation email as well.","start":228.20999,"end":232.15,"sentiment":"neutral","sentiment_score":0.11327018453316255},{"text":"Would you still happen to have access to that mail one or is it?","start":232.68999,"end":237.82999,"sentiment":"neutral","sentiment_score":0.0429549819922873}],"sentiment":"neutral","sentiment_score":0.09316830557178367,"channel":1,"num_words":55,"start":219.70499,"end":237.82999},{"sentences":[{"text":"I think that still goes We yeah.","start":238.51,"end":240.655,"sentiment":"neutral","sentiment_score":0.028495734823601588},{"text":"I'm pretty sure that still goes through to me.","start":240.655,"end":242.495,"sentiment":"neutral","sentiment_score":0.08252392585078876}],"sentiment":"neutral","sentiment_score":0.05888659227639437,"channel":0,"num_words":16,"start":238.51,"end":242.495},{"sentences":[{"text":"Yeah.","start":242.195,"end":242.695,"sentiment":"neutral","sentiment_score":0.08748047053813934}],"sentiment":"neutral","sentiment_score":0.08748047053813934,"channel":1,"num_words":1,"start":242.195,"end":242.695},{"sentences":[{"text":"So it 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wonderful.","start":251.375,"end":252.015,"sentiment":"positive","sentiment_score":0.465146005153656},{"text":"Thank you.","start":252.015,"end":252.54,"sentiment":"positive","sentiment_score":0.48789966106414795}],"sentiment":"positive","sentiment_score":0.476522833108902,"channel":0,"num_words":4,"start":251.375,"end":252.54},{"sentences":[{"text":"Yeah.","start":252.72,"end":252.96,"sentiment":"neutral","sentiment_score":0.2715209722518921},{"text":"No worries.","start":252.96,"end":253.52,"sentiment":"neutral","sentiment_score":0.28541646897792816},{"text":"Well, thank you for your time, Daniel.","start":253.52,"end":255.52,"sentiment":"positive","sentiment_score":0.5789136716297695},{"text":"And, yeah, I hope you have a lovely rest of your day.","start":255.52,"end":258.42,"sentiment":"positive","sentiment_score":0.6009710282087326}],"sentiment":"positive","sentiment_score":0.5502909977327693,"channel":1,"num_words":22,"start":252.72,"end":258.42},{"sentences":[{"text":"You do have great","start":259.34,"end":260.22,"sentiment":"positive","sentiment_score":0.5371211916208267}],"sentiment":"positive","sentiment_score":0.5371211916208267,"channel":0,"num_words":4,"start":259.34,"end":260.22},{"sentences":[{"text":"Yeah.","start":260.16,"end":260.66,"sentiment":"neutral","sentiment_score":0.2580196261405945}],"sentiment":"neutral","sentiment_score":0.2580196261405945,"channel":1,"num_words":1,"start":260.16,"end":260.66},{"sentences":[{"text":"day ahead.","start":260.22,"end":260.88,"sentiment":"neutral","sentiment_score":0.1668347269296646}],"sentiment":"neutral","sentiment_score":0.1668347269296646,"channel":0,"num_words":2,"start":260.22,"end":260.88},{"sentences":[{"text":"And thank you.","start":260.72,"end":261.86002,"sentiment":"positive","sentiment_score":0.7365298469861349},{"text":"Okay.","start":262.24,"end":262.74,"sentiment":"positive","sentiment_score":0.552698016166687}],"sentiment":"positive","sentiment_score":0.6905718892812729,"channel":1,"num_words":4,"start":260.72,"end":262.74},{"sentences":[{"text":"Thanks so much.","start":262.46,"end":263.36,"sentiment":"positive","sentiment_score":0.8480826218922933}],"sentiment":"positive","sentiment_score":0.8480826218922933,"channel":0,"num_words":3,"start":262.46,"end":263.36},{"sentences":[{"text":"Bye.","start":262.88,"end":263.38,"sentiment":"positive","sentiment_score":0.5714017748832703}],"sentiment":"positive","sentiment_score":0.5714017748832703,"channel":1,"num_words":1,"start":262.88,"end":263.38},{"sentences":[{"text":"See you.","start":263.41998,"end":263.97998,"sentiment":"positive","sentiment_score":0.5362932980060577},{"text":"Bye.","start":263.97998,"end":264.47998,"sentiment":"neutral","sentiment_score":-0.08667509257793427}],"sentiment":"neutral","sentiment_score":0.32863716781139374,"channel":0,"num_words":3,"start":263.41998,"end":264.47998}]},"summary":{"result":"success","short":"Abby from Qantas Airways calls Daniel to offer assistance in arranging a refund of a remaining COVID credit. She confirms Daniel's surname and email address and explains the process for refunding the credit. She also confirms the account number and requests a bank account transfer. She informs Daniel that the refund should be processed within 14 to 28 days and sends a confirmation email."},"intents":{"segments":[{"text":"This is Daniel. Hi, Daniel. Hi. This is Abby. I'm calling from Qantas Airways. How are you? Good.","start_word":2,"end_word":19,"intents":[{"intent":"Identify","confidence_score":0.00002432636}]},{"text":"I'm just reaching out to you today to offer my assistance in arranging a refund of this credit. Would now be, like, a good time for this call? Yeah.","start_word":79,"end_word":107,"intents":[{"intent":"Offer assistance","confidence_score":0.15013728}]},{"text":"into more details, just so you can confirm that I am speaking to the right person. So are you able to please just state your surname and then the email you would have likely used at the time?","start_word":121,"end_word":158,"intents":[{"intent":"Verify identity","confidence_score":0.005200237},{"intent":"Confirm identity","confidence_score":0.4100365}]},{"text":"So are you able to please just state your surname and then the email you would have likely used at the time?","start_word":137,"end_word":158,"intents":[{"intent":"Verify email","confidence_score":0.005623372}]},{"text":"So are you able to please just state your surname and then the email you would have likely used at the time? Yes.","start_word":137,"end_word":159,"intents":[{"intent":"Provide information","confidence_score":0.04180491}]},{"text":"So the amount that is sitting here to be refunded to you is $23 and 54<unk>.","start_word":241,"end_word":256,"intents":[{"intent":"Provide refund amount","confidence_score":0.0021188108}]},{"text":"So I'm just gonna request that refund for you now. And the latest that you can expect it is fourteen to twenty eight days, but, realistically, it should be sooner than that. Just sort of depends on your bank system. And we'll also just send out a confirmation email as well. Would you still happen to have access to that mail one or is it?","start_word":545,"end_word":609,"intents":[{"intent":"Request refund","confidence_score":0.7507336}]}]},"sentiments":{"segments":[{"text":"Hello. Yes. This is Daniel. Hi, Daniel. Hi. This is Abby. I'm calling from Qantas Airways. How are you?","start_word":0,"end_word":18,"sentiment":"neutral","sentiment_score":0.12011741101741792},{"text":"Good.","start_word":19,"end_word":19,"sentiment":"positive","sentiment_score":0.4716789722442627},{"text":"How are you?","start_word":20,"end_word":22,"sentiment":"neutral","sentiment_score":0.2762720584869385},{"text":"Oh, yeah. I'm pretty good. Thank you.","start_word":23,"end_word":29,"sentiment":"positive","sentiment_score":0.6052735447883606},{"text":"So I just need to advise you that the call is being recorded for compliance and training. And I'm just calling in regards to a remaining COVID credit that's been identified under your name, which is basically just any flights that were booked and canceled around 2019 to 2022. I'm just reaching out to you today to offer my assistance in arranging a refund of this credit. Would now be, like, a good time for this call? Yeah. Sure. No problem. Yeah. Okay.","start_word":30,"end_word":112,"sentiment":"neutral","sentiment_score":0.11307014524936676},{"text":"Awesome.","start_word":113,"end_word":113,"sentiment":"positive","sentiment_score":0.33824390172958374},{"text":"So before I can Thank get you. into more details, just so you can confirm that I am speaking to the right person. So are you able to please just state your surname and then the email you would have likely used at the time? Yes. Her name is Andre, which is a n d I e, and I think the email in use would have either been daniel@andre.co. Is that right? Mhmm. Oh, this one, is it doesn't wanna start with it's like mail and then at and Yeah. then Mail and then my first initial and then my surname with a dot between the two e's. yeah. Yeah. That's the one. Thank you. So Yep. the Yeah. amount All that good. is yeah. No worries. So the amount that is sitting here to be refunded to you is $23 and 54<unk>. So, yeah, it does look like a remaining amount of the original COVID credit voucher. I'm just looking into the flight that was originally canceled. It was supposed to travel from Melbourne to Adelaide on the 01/29/2021, then returning from Adelaide to Melbourne on the same day, January 29. That was originally paid with an Amex card, the last four digits being 1002. Does that sound about right? It does. Yes. Yeah.","start_word":114,"end_word":330,"sentiment":"neutral","sentiment_score":0.04200811684131622},{"text":"Awesome.","start_word":330,"end_word":331,"sentiment":"positive","sentiment_score":0.4151429533958435},{"text":"Yeah. So there are a couple of different ways we can go about getting this money back to you. So we are able to put this onto, like, any debit or credit card of yours. For a card transaction. We'd only be needing the number and the expiry date, so it wouldn't take anything at all from the back. And then I also paused the call recording as well for your safety and security so nothing is retained. Otherwise, we can always do a bank account transfer if you prefer. That one does naturally take longer to process, but, I mean, it's really just up to you and what you'd like to do. Yeah. Look. Bank sounds good. Yeah. Okay.","start_word":331,"end_word":449,"sentiment":"neutral","sentiment_score":0.12572058077369416},{"text":"Awesome. Thank you.","start_word":450,"end_word":452,"sentiment":"positive","sentiment_score":0.551018238067627},{"text":"Sweet. So for the account holder name, would it just be under your first and last name, Daniel Andre? Yes. I believe it is. Yep. Yeah. Awesome. And then just whenever you're ready with the VSP. Yeah. No problem. 063112. Yep. And the account number? Account number is 10406373. Perfect. I might just read out those numbers to you to make sure I've got them right here. So BSP is 063112, and then account number is 10406373. Is that correct? Yes. That's correct.","start_word":453,"end_word":535,"sentiment":"neutral","sentiment_score":0.09491337835788728},{"text":"Thank Yep. you so much.","start_word":536,"end_word":540,"sentiment":"positive","sentiment_score":0.4488636553287506},{"text":"Okay. Yeah. Awesome. Yeah. So I'm just gonna request that refund for you now. And the latest that you can expect it is fourteen to twenty eight days, but, realistically, it should be sooner than that. Just sort of depends on your bank system. And we'll also just send out a confirmation email as well. Would you still happen to have access to that mail one or is it? I think that still goes We yeah. I'm pretty sure that still goes through to me. Yeah. So it should Okay. Okay. Awesome. So, yeah, we'll just send that through just to confirm that it's all been processed.","start_word":541,"end_word":647,"sentiment":"neutral","sentiment_score":0.1320110559463501},{"text":"oh, wonderful. Thank you.","start_word":648,"end_word":651,"sentiment":"positive","sentiment_score":0.4538900554180145},{"text":"Yeah. No worries.","start_word":652,"end_word":654,"sentiment":"neutral","sentiment_score":0.2843397557735443},{"text":"Well, thank you for your time, Daniel. And, yeah, I hope you have a lovely rest of your day. You do have great Yeah.","start_word":655,"end_word":678,"sentiment":"positive","sentiment_score":0.5552253127098083},{"text":"day ahead.","start_word":679,"end_word":680,"sentiment":"neutral","sentiment_score":0.2160671353340149},{"text":"And thank you. Okay. Thanks so much. Bye. See you.","start_word":681,"end_word":690,"sentiment":"positive","sentiment_score":0.6708359718322754},{"text":"Bye.","start_word":691,"end_word":691,"sentiment":"neutral","sentiment_score":0.24695560336112976}],"average":{"sentiment":"neutral","sentiment_score":0.13551700334607458}}}}