{"metadata":{"transaction_key":"deprecated","request_id":"01a0f510-7149-7780-a76a-227b9d5ad185","sha256":"78b66f7afca12c2f9d488144985b7da0367abfb624f175be01893e3edd8c2aef","created":"2026-10-01T01:24:52.928Z","duration":1735.2,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":4007,"output_tokens":147},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":4335,"output_tokens":4344},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":4335,"output_tokens":570}},"results":{"channels":[{"alternatives":[{"transcript":"Thank you for calling Airtel. My name is Mary. May I have your name, please? I'll be more than happy to check on that for you. Could you please provide me the name associated on the account, please? I'm sorry. You the audio is kinda static. The audio is kinda static. If you could check on your your speaker, please? Yes. Yes. That's better. Yeah. Could you provide me the name associated on the account, please? Hold on. Could you repeat that, please? I'm sorry. Could you hold on? Could you spell it out for me phonetically, like, b for bravo, like that so that I'll will be No. No. No. Your name. Thank you so much, Davao. Already have your account pulled up. And, yes, again, as we mentioned, you're having an inquiry about your current invoice. Correct? Yeah. Just give me one second, and let me take a look into your account. Alright? So your current plan is a 50 MBTS NBN. Alright. So for this one, yeah, well, I really understand that you're previously paying cheaper than the plan. We want to set you proper expectation that starting October 1, our plan has had some changes, and the current plan right now for $50 is on our new website is currently $95. So your let me just take a look on your current invoice. So your current invoice still has an a this applied discounted price for 15% discount. We'll we'll not take that out from you. But for the retail price or the standard price, the standard price for your current plan will be $95 standard. Previously let me go ahead and check here. One moment, please. Hold on, please. One moment. So 50 yeah. It's $79.95. And, yeah, please note that we've recently experienced an increase in the cost associated with maintaining and providing our network services. As a result, we had to make a small adjustment to our pricing. But rest assured that your account is still discounted. Your this will let me just check here. So this yours your discounted price will continue until November. So until November 30, you still have your 15% discount following our standard price for $95. I do apologize for this, devil. Rest assure No. I do apologize. It was actually a $79.95, and it's let me go back to your 50. It's for twelve month contract. It's 15% discount for the first three months. No. For three months since your plan is under twelve months contract. Your current plan is NBN, NBN 50 MBPS. And, previously, when you signed up with us, we offered a first three months discount for 15% discount. While I understand that this is a sudden change double, I know that this price is something you'd want to know about. And the adjustment allows us to continue investing in the network and supporting the service that that you rely on and also while maintaining the same level of support and service quality. No. You still have a discounted amount for 15% until November. So until November, you will still receive an invoice with the same price for $80.75 Because your the third month of your discount for 15% is up until November. Yeah. For for that for that one, Davao, since we also have launched recently launched our new website, We have a new website, and your the current website that you're currently seeing right now is is under request for removal. You could review and check our prices or updated plans and prices under our new website, which is airtel.au. It's the same airtel.au with the most upgraded plans and prices so that you can also be most updated with our promotions as well. So airtel.net.au, the one that you're currently looking right now is under review for is under already request for a removal. You may access our new website, airtel.au, moving forward. I really do apologize for everything that's been confusing you, Davao. Yeah. November. You'll be paying $95 per month after November, which is the month for December. So December moving forward, your standard plan for 50 m p s will be $95. Your contract expires to the end of month of July 2027. Hold on. No worries. Sorry. Sorry. Hold on. Your end of oh, sorry. It's 06/23/2027. Just give me one second. Hold on. Hold on. Let me just check here. Davao, can you hear me? That bell. Correct? Yes. So upon checking on your let me see here. Just making sure that everything is done properly. So, yeah, it's up until November. So for the month of December, you'll be starting your standard plan with the regular price or the standard price for $95. No. No. No. No. No. Yeah. The standard price until June of twenty third 2027. That's correct. The cancellation charges if you're looking into canceling your contract, we advise you to please take into consideration with anything because early termination is I mean, amounts $120 per twelve month contract. And, also and the other charges applied to your terms and service. Let's say, for example, you were discounted for a specific month. I mean, as per the terms and service that you signed up, the discounted amount the discounted amount that you had with us will also be charged on your early termination charges if the term is canceled before your contract ends. So that's the early termination fee plus the applied this the applied charges from your terms and services, which are which includes your discounted amount per month? Well, Oh, I'm so sorry to hear that. Would you wanna take consideration and think of it for the meantime? Because I'm sure paying for the early termination fee will you know, then staying with us with your current discounted. We can also take a look into this if we could provide you extended discount on your contract. Let's say, additional discounted amount so that Mhmm. Mhmm. Yeah. Alright. So if we extend your discount for three months for 15% from the standard plan, would you please could you please consider staying with us until your contract finishes? Dabel, if I'm if I'm asked how many Internet user usually use your Internet on a daily basis? How many users usually use the Internet in a in a daily basis? Three. And if I may ask, how are you using your Internet? Do you only use it for browsing, standard streaming? Do you also work at home? Let me just take a look into this. Okay? Hold on. And how was your current Internet connection with because I just want to make sure. I mean, I just wanna check with this one. Hold on. Okay. I'm seeing here that if these three user usually, you know, using the Internet at the same time. Do you also do online gaming? Uploading large files and all? Mhmm. I see. For this one, we if you could also consider downgrading the service, that's 25 Mbps. You can still do browsing, do video streaming so that okay. Alright. Okay. So as I mentioned earlier, if we could offer you an extended discount for your current plan, like, say, for example, for, like, another 15% discount for your future month, would you be able I mean, would you consider staying with us? Because we wanna keep customer like you. We really do appreciate you staying with Airtel. Well, we understand that this is a sudden price increase. Please rest assured that Yeah. I really understand. I I really understand. But rest assured that this is for I'm looking in on the for the adjustment allows us to continue, yeah, investing the network, making sure that you continue the well service that you really love while maintaining the same level of support and service quality. I'll go ahead and extend your if it's possible for you to extend the discounted price so that you can stay for until you completed your contract level. How's that sound? Yeah. 15 percent discount. Yes. If you cancel your plan, the charge will only be from the standard plan. Let's say, for example, standard plan was before $79.95 and you receive a discount, the you'll be charged for the previous price, which is the $79.95. However, if for this month, you the discounted plan will be based from the standard price, $95 from our new website. But if, I really wanted to keep a customer like you. You've been a good customer with us since you joined Airtel. That's why I'm offering you a 15% discount from the standard plan the standard price up until additional, let's say, roughly, probably, let's say, three months for 15% discount so that you can still continue your 15% discount for six months. So November let's say November is your was to November is supposed to be your last month to have yeah. So November so that's going to be December, January, and February. I'm sorry? Sorry. Could you repeat could you please repeat that? Mhmm. Yeah. Let me just go ahead and check this. Okay? Hold on. This is only an estimate. It's $143.85. Again, this is only an estimate. I just rely on your current billing statement and on your account. This include the early termination fee and the applied charges re added on your terms and service. This also include the discounts. And since you also have a router, you will also get hold on. Since you also receive a free router, you will also get charged for the router. Our router usually our router amount is one second, please. That's $139.95. So plus $1.39.95. So estimated amount for early termination charging charges included including the applied services, and this includes the discount that we've mentioned earlier and also the router. It's a total of 200 83 doll No. For the router, it's you're not paying for the router monthly. So the payment that you're paying monthly is not included with the router. The router is actually free of charge. However, if in any case that the contract is was canceled prematurely according to the terms and service terms and conditions, you will need to pay for the router. So which cost $139 and some cents. So that's why we came up for a total of $283.08. So if you would take into consideration staying with us, instead of paying a one time 200 an estimate $283, we are more than happy to welcome you level. We wanna make sure that you stay with us until your contract ends. If you could give us a chance. Can you tell me what, I mean, your preferred discount for you to stay? I I you know, I I I cannot promise you anything, but I'm just asking question so that we could see if we could still match your preferred discount. I offered earlier an additional or an extension of the 6% discount. No. For three months. No. It's 15% for three months. Let me check. No. It's for three months. If you could go back to our old website, under twelve months, contract customer gets three months 15% discount. It's three months. Mhmm. Yeah. Well, the 15% of the $95 is $80 and something. It's just additional mhmm. Mhmm. Mhmm. Yeah. We'll check we'll look take a look into this. We'll maximize our resources, and we'll give you an update regarding this. Okay? Yeah. Yeah. I'll also try to call you back within the day. And if I won't be able to reach you, I'll go ahead and send you an email as well. Alright. Thank you so much, Dava. Is there anything else I can help you with? Thank you so much for your consideration. Let rest assured that I will take a look into this to give you the best prices. Okay? Thank you. Have a great day. 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you for calling Airtel. My name is Mary. May I have your name, please? I'll be more than happy to check on that for you. Could you please provide me the name associated on the account, please?\n\nI'm sorry. You the audio is kinda static. The audio is kinda static. If you could check on your your speaker, please? Yes.\n\nYes. That's better. Yeah. Could you provide me the name associated on the account, please? Hold on.\n\nCould you repeat that, please? I'm sorry. Could you hold on? Could you spell it out for me phonetically, like, b for bravo, like that so that I'll will be No. No.\n\nNo. Your name. Thank you so much, Davao. Already have your account pulled up. And, yes, again, as we mentioned, you're having an inquiry about your current invoice.\n\nCorrect? Yeah. Just give me one second, and let me take a look into your account. Alright? So your current plan is a 50 MBTS NBN.\n\nAlright. So for this one, yeah, well, I really understand that you're previously paying cheaper than the plan. We want to set you proper expectation that starting October 1, our plan has had some changes, and the current plan right now for $50 is on our new website is currently $95. So your let me just take a look on your current invoice. So your current invoice still has an a this applied discounted price for 15% discount.\n\nWe'll we'll not take that out from you. But for the retail price or the standard price, the standard price for your current plan will be $95 standard. Previously let me go ahead and check here. One moment, please. Hold on, please.\n\nOne moment. So 50 yeah. It's $79.95. And, yeah, please note that we've recently experienced an increase in the cost associated with maintaining and providing our network services. As a result, we had to make a small adjustment to our pricing.\n\nBut rest assured that your account is still discounted. Your this will let me just check here. So this yours your discounted price will continue until November. So until November 30, you still have your 15% discount following our standard price for $95. I do apologize for this, devil.\n\nRest assure No. I do apologize. It was actually a $79.95, and it's let me go back to your 50. It's for twelve month contract. It's 15% discount for the first three months.\n\nNo. For three months since your plan is under twelve months contract. Your current plan is NBN, NBN 50 MBPS. And, previously, when you signed up with us, we offered a first three months discount for 15% discount. While I understand that this is a sudden change double, I know that this price is something you'd want to know about.\n\nAnd the adjustment allows us to continue investing in the network and supporting the service that that you rely on and also while maintaining the same level of support and service quality. No. You still have a discounted amount for 15% until November. So until November, you will still receive an invoice with the same price for $80.75 Because your the third month of your discount for 15% is up until November. Yeah.\n\nFor for that for that one, Davao, since we also have launched recently launched our new website, We have a new website, and your the current website that you're currently seeing right now is is under request for removal. You could review and check our prices or updated plans and prices under our new website, which is airtel.au. It's the same airtel.au with the most upgraded plans and prices so that you can also be most updated with our promotions as well. So airtel.net.au, the one that you're currently looking right now is under review for is under already request for a removal. You may access our new website, airtel.au, moving forward.\n\nI really do apologize for everything that's been confusing you, Davao. Yeah. November. You'll be paying $95 per month after November, which is the month for December. So December moving forward, your standard plan for 50 m p s will be $95.\n\nYour contract expires to the end of month of July 2027. Hold on. No worries. Sorry. Sorry.\n\nHold on. Your end of oh, sorry. It's 06/23/2027. Just give me one second. Hold on.\n\nHold on. Let me just check here. Davao, can you hear me? That bell. Correct?\n\nYes. So upon checking on your let me see here. Just making sure that everything is done properly. So, yeah, it's up until November. So for the month of December, you'll be starting your standard plan with the regular price or the standard price for $95.\n\nNo. No. No. No. No.\n\nYeah. The standard price until June of twenty third 2027. That's correct. The cancellation charges if you're looking into canceling your contract, we advise you to please take into consideration with anything because early termination is I mean, amounts $120 per twelve month contract. And, also and the other charges applied to your terms and service.\n\nLet's say, for example, you were discounted for a specific month. I mean, as per the terms and service that you signed up, the discounted amount the discounted amount that you had with us will also be charged on your early termination charges if the term is canceled before your contract ends. So that's the early termination fee plus the applied this the applied charges from your terms and services, which are which includes your discounted amount per month? Well, Oh, I'm so sorry to hear that. Would you wanna take consideration and think of it for the meantime?\n\nBecause I'm sure paying for the early termination fee will you know, then staying with us with your current discounted. We can also take a look into this if we could provide you extended discount on your contract. Let's say, additional discounted amount so that Mhmm. Mhmm. Yeah.\n\nAlright. So if we extend your discount for three months for 15% from the standard plan, would you please could you please consider staying with us until your contract finishes? Dabel, if I'm if I'm asked how many Internet user usually use your Internet on a daily basis? How many users usually use the Internet in a in a daily basis? Three.\n\nAnd if I may ask, how are you using your Internet? Do you only use it for browsing, standard streaming? Do you also work at home? Let me just take a look into this. Okay?\n\nHold on. And how was your current Internet connection with because I just want to make sure. I mean, I just wanna check with this one. Hold on. Okay.\n\nI'm seeing here that if these three user usually, you know, using the Internet at the same time. Do you also do online gaming? Uploading large files and all? Mhmm. I see.\n\nFor this one, we if you could also consider downgrading the service, that's 25 Mbps. You can still do browsing, do video streaming so that okay. Alright. Okay. So as I mentioned earlier, if we could offer you an extended discount for your current plan, like, say, for example, for, like, another 15% discount for your future month, would you be able I mean, would you consider staying with us?\n\nBecause we wanna keep customer like you. We really do appreciate you staying with Airtel. Well, we understand that this is a sudden price increase. Please rest assured that Yeah. I really understand.\n\nI I really understand. But rest assured that this is for I'm looking in on the for the adjustment allows us to continue, yeah, investing the network, making sure that you continue the well service that you really love while maintaining the same level of support and service quality. I'll go ahead and extend your if it's possible for you to extend the discounted price so that you can stay for until you completed your contract level. How's that sound? Yeah.\n\n15 percent discount. Yes. If you cancel your plan, the charge will only be from the standard plan. Let's say, for example, standard plan was before $79.95 and you receive a discount, the you'll be charged for the previous price, which is the $79.95. However, if for this month, you the discounted plan will be based from the standard price, $95 from our new website.\n\nBut if, I really wanted to keep a customer like you. You've been a good customer with us since you joined Airtel. That's why I'm offering you a 15% discount from the standard plan the standard price up until additional, let's say, roughly, probably, let's say, three months for 15% discount so that you can still continue your 15% discount for six months. So November let's say November is your was to November is supposed to be your last month to have yeah. So November so that's going to be December, January, and February.\n\nI'm sorry? Sorry. Could you repeat could you please repeat that? Mhmm. Yeah.\n\nLet me just go ahead and check this. Okay? Hold on. This is only an estimate. It's $143.85.\n\nAgain, this is only an estimate. I just rely on your current billing statement and on your account. This include the early termination fee and the applied charges re added on your terms and service. This also include the discounts. And since you also have a router, you will also get hold on.\n\nSince you also receive a free router, you will also get charged for the router. Our router usually our router amount is one second, please. That's $139.95. So plus $1.39.95. So estimated amount for early termination charging charges included including the applied services, and this includes the discount that we've mentioned earlier and also the router.\n\nIt's a total of 200 83 doll No. For the router, it's you're not paying for the router monthly. So the payment that you're paying monthly is not included with the router. The router is actually free of charge. However, if in any case that the contract is was canceled prematurely according to the terms and service terms and conditions, you will need to pay for the router.\n\nSo which cost $139 and some cents. So that's why we came up for a total of $283.08. So if you would take into consideration staying with us, instead of paying a one time 200 an estimate $283, we are more than happy to welcome you level. We wanna make sure that you stay with us until your contract ends. If you could give us a chance.\n\nCan you tell me what, I mean, your preferred discount for you to stay? I I you know, I I I cannot promise you anything, but I'm just asking question so that we could see if we could still match your preferred discount. I offered earlier an additional or an extension of the 6% discount. No. For three months.\n\nNo. It's 15% for three months. Let me check. No. It's for three months.\n\nIf you could go back to our old website, under twelve months, contract customer gets three months 15% discount. It's three months. Mhmm. Yeah. Well, the 15% of the $95 is $80 and something.\n\nIt's just additional mhmm. Mhmm. Mhmm. Yeah. We'll check we'll look take a look into this.\n\nWe'll maximize our resources, and we'll give you an update regarding this. Okay? Yeah. Yeah. I'll also try to call you back within the day.\n\nAnd if I won't be able to reach you, I'll go ahead and send you an email as well. Alright. Thank you so much, Dava. Is there anything else I can help you with? Thank you so much for your consideration.\n\nLet rest assured that I will take a look into this to give you the best prices. Okay? Thank you. Have a great day. Goodbye for now.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":1.52,"end":2.8,"sentiment":"positive","sentiment_score":0.5716583609580994},{"text":"My name is Mary.","start":2.8,"end":3.6799998,"sentiment":"positive","sentiment_score":0.5123818218708038},{"text":"May I have your name, please?","start":3.6799998,"end":4.9,"sentiment":"positive","sentiment_score":0.3691167136033376},{"text":"I'll be more than happy to check on that for you.","start":22.235,"end":24.235,"sentiment":"positive","sentiment_score":0.5587186406959187},{"text":"Could you please provide me the name associated on the account, please?","start":24.235,"end":27.615,"sentiment":"neutral","sentiment_score":0.0682102149973313}],"sentiment":"positive","sentiment_score":0.37070913161886365,"num_words":38,"start":1.52,"end":27.615},{"sentences":[{"text":"I'm sorry.","start":31.400002,"end":31.960001,"sentiment":"neutral","sentiment_score":-0.12859069555997849},{"text":"You the audio is kinda static.","start":31.960001,"end":33.74,"sentiment":"neutral","sentiment_score":-0.27867310245831806},{"text":"The audio is kinda static.","start":37.16,"end":38.68,"sentiment":"neutral","sentiment_score":-0.15146027505397797},{"text":"If you could check on your your speaker, please?","start":38.68,"end":47.615,"sentiment":"neutral","sentiment_score":-0.07911998571621047},{"text":"Yes.","start":49.035004,"end":49.535004,"sentiment":"neutral","sentiment_score":0.015071937814354897}],"sentiment":"neutral","sentiment_score":-0.1471099702074476,"num_words":23,"start":31.400002,"end":49.535004},{"sentences":[{"text":"Yes.","start":50.955,"end":51.355,"sentiment":"neutral","sentiment_score":0.06674084067344666},{"text":"That's better.","start":51.355,"end":52.255,"sentiment":"neutral","sentiment_score":0.1127961277961731},{"text":"Yeah.","start":53.435,"end":53.935,"sentiment":"neutral","sentiment_score":0.0582478903234005},{"text":"Could you provide me the name associated on the account, please?","start":54.315002,"end":57.375,"sentiment":"neutral","sentiment_score":0.04606889933347702},{"text":"Hold on.","start":69.23,"end":69.95,"sentiment":"neutral","sentiment_score":-0.00454037357121706}],"sentiment":"neutral","sentiment_score":0.049897537183235675,"num_words":17,"start":50.955,"end":69.95},{"sentences":[{"text":"Could you repeat that, please?","start":69.95,"end":71.25,"sentiment":"neutral","sentiment_score":-0.0036953367292881013},{"text":"I'm sorry.","start":76.945,"end":77.604996,"sentiment":"neutral","sentiment_score":-0.027431409806013107},{"text":"Could you hold on?","start":78.225,"end":79.424995,"sentiment":"neutral","sentiment_score":-0.010578421875834465},{"text":"Could you spell it out for me phonetically, like, b for bravo, like that so that I'll will be No.","start":79.424995,"end":91.15,"sentiment":"neutral","sentiment_score":-0.0026998529909178616},{"text":"No.","start":91.15,"end":91.31,"sentiment":"neutral","sentiment_score":-0.07130127400159836}],"sentiment":"neutral","sentiment_score":-0.007529735143180005,"num_words":32,"start":69.95,"end":91.31},{"sentences":[{"text":"No.","start":91.31,"end":91.63,"sentiment":"neutral","sentiment_score":-0.07012219727039337},{"text":"Your name.","start":91.63,"end":92.369995,"sentiment":"neutral","sentiment_score":-0.06607802957296371},{"text":"Thank you so much, Davao.","start":108.435,"end":110.134995,"sentiment":"positive","sentiment_score":0.43040346503257754},{"text":"Already have your account pulled up.","start":110.755,"end":112.595,"sentiment":"neutral","sentiment_score":0.2181061456600825},{"text":"And, yes, again, as we mentioned, you're having an inquiry about your current invoice.","start":112.595,"end":121.61,"sentiment":"neutral","sentiment_score":0.04776290112308094}],"sentiment":"neutral","sentiment_score":0.14025201994393552,"num_words":28,"start":91.31,"end":121.61},{"sentences":[{"text":"Correct?","start":121.61,"end":122.11,"sentiment":"neutral","sentiment_score":0.0380423478782177},{"text":"Yeah.","start":124.170006,"end":124.490005,"sentiment":"neutral","sentiment_score":0.07374249398708344},{"text":"Just give me one second, and let me take a look into your account.","start":124.490005,"end":130.605,"sentiment":"neutral","sentiment_score":0.07220953756145068},{"text":"Alright?","start":130.845,"end":131.345,"sentiment":"neutral","sentiment_score":0.044117651879787445},{"text":"So your current plan is a 50 MBTS NBN.","start":133.805,"end":138.14499,"sentiment":"neutral","sentiment_score":0.013873552489611838}],"sentiment":"neutral","sentiment_score":0.049680692000457875,"num_words":26,"start":121.61,"end":138.14499},{"sentences":[{"text":"Alright.","start":139.885,"end":140.28499,"sentiment":"neutral","sentiment_score":0.06913232803344727},{"text":"So for this one, yeah, well, I really understand that you're previously paying cheaper than the plan.","start":140.28499,"end":147.33,"sentiment":"neutral","sentiment_score":0.02669781884726356},{"text":"We want to set you proper expectation that starting October 1, our plan has had some changes, and the current plan right now for $50 is on our new website is currently $95.","start":148.35,"end":167.52501,"sentiment":"neutral","sentiment_score":0.03337404549573407},{"text":"So your let me just take a look on your current invoice.","start":167.82501,"end":175.29,"sentiment":"neutral","sentiment_score":0.039105178167422615},{"text":"So your current invoice still has an a this applied discounted price for 15% discount.","start":175.59,"end":182.40999,"sentiment":"neutral","sentiment_score":0.006528259441256523}],"sentiment":"neutral","sentiment_score":0.028096471531077836,"num_words":78,"start":139.885,"end":182.40999},{"sentences":[{"text":"We'll we'll not take that out from you.","start":182.47,"end":185.535,"sentiment":"neutral","sentiment_score":-0.08894571394193918},{"text":"But for the retail price or the standard price, the standard price for your current plan will be $95 standard.","start":186.49501,"end":194.755,"sentiment":"neutral","sentiment_score":0.07537104766815901},{"text":"Previously let me go ahead and check here.","start":200.56999,"end":206.67,"sentiment":"neutral","sentiment_score":-0.0036200463073328137},{"text":"One moment, please.","start":219.705,"end":220.765,"sentiment":"neutral","sentiment_score":0.0010800240561366081},{"text":"Hold on, please.","start":224.185,"end":224.825,"sentiment":"neutral","sentiment_score":0.0032781072271366916}],"sentiment":"neutral","sentiment_score":0.018570696790924386,"num_words":42,"start":182.47,"end":224.825},{"sentences":[{"text":"One moment.","start":224.825,"end":225.565,"sentiment":"neutral","sentiment_score":0.008542566560208797},{"text":"So 50 yeah.","start":261.16,"end":261.96,"sentiment":"neutral","sentiment_score":0.030692581087350845},{"text":"It's $79.95.","start":261.96,"end":264.38,"sentiment":"neutral","sentiment_score":0.04545450396835804},{"text":"And, yeah, please note that we've recently experienced an increase in the cost associated with maintaining and providing our network services.","start":264.91998,"end":272.675,"sentiment":"neutral","sentiment_score":-0.2684006786772183},{"text":"As a result, we had to make a small adjustment to our pricing.","start":274.175,"end":278.655,"sentiment":"neutral","sentiment_score":-0.3245502504018637}],"sentiment":"neutral","sentiment_score":-0.2354998932469909,"num_words":41,"start":224.825,"end":278.655},{"sentences":[{"text":"But rest assured that your account is still discounted.","start":278.655,"end":280.995,"sentiment":"neutral","sentiment_score":0.19490433235963187},{"text":"Your this will let me just check here.","start":282.96,"end":289.46,"sentiment":"neutral","sentiment_score":0.12259312067180872},{"text":"So this yours your discounted price will continue until November.","start":291.03998,"end":296.18,"sentiment":"neutral","sentiment_score":0.2604591935873032},{"text":"So until November 30, you still have your 15% discount following our standard price for $95.","start":297.095,"end":304.535,"sentiment":"neutral","sentiment_score":0.22897653840482235},{"text":"I do apologize for this, devil.","start":304.535,"end":307.275,"sentiment":"negative","sentiment_score":-0.3473787307739258}],"sentiment":"neutral","sentiment_score":0.14120057392485288,"num_words":49,"start":278.655,"end":307.275},{"sentences":[{"text":"Rest assure No.","start":307.575,"end":322.88998,"sentiment":"neutral","sentiment_score":0.030685655772686008},{"text":"I do apologize.","start":325.565,"end":326.545,"sentiment":"neutral","sentiment_score":-0.15187385181585947},{"text":"It was actually a $79.95, and it's let me go back to your 50.","start":326.605,"end":337.105,"sentiment":"neutral","sentiment_score":-0.04465479403734207},{"text":"It's for twelve month contract.","start":340.72,"end":342.5,"sentiment":"neutral","sentiment_score":0.01902982306201011},{"text":"It's 15% discount for the first three months.","start":344.4,"end":348.26,"sentiment":"neutral","sentiment_score":0.050103327725082636}],"sentiment":"neutral","sentiment_score":-0.014931999016412054,"num_words":33,"start":307.575,"end":348.26},{"sentences":[{"text":"No.","start":353.04,"end":353.36002,"sentiment":"neutral","sentiment_score":-0.18830370903015137},{"text":"For three months since your plan is under twelve months contract.","start":353.36002,"end":358.095,"sentiment":"neutral","sentiment_score":-0.0889573222534223},{"text":"Your current plan is NBN, NBN 50 MBPS.","start":359.035,"end":363.855,"sentiment":"neutral","sentiment_score":0.013384629506617785},{"text":"And, previously, when you signed up with us, we offered a first three months discount for 15% discount.","start":364.075,"end":372.25,"sentiment":"neutral","sentiment_score":0.07015617460840279},{"text":"While I understand that this is a sudden change double, I know that this price is something you'd want to know about.","start":372.87,"end":380.33002,"sentiment":"neutral","sentiment_score":-0.1322634101591327}],"sentiment":"neutral","sentiment_score":-0.045112351638575396,"num_words":60,"start":353.04,"end":380.33002},{"sentences":[{"text":"And the adjustment allows us to continue investing in the network and supporting the service that that you rely on and also while maintaining the same level of support and service quality.","start":381.51,"end":393.485,"sentiment":"neutral","sentiment_score":0.29053645161911845},{"text":"No.","start":410.325,"end":410.825,"sentiment":"neutral","sentiment_score":-0.25688087940216064},{"text":"You still have a discounted amount for 15% until November.","start":410.965,"end":416.905,"sentiment":"neutral","sentiment_score":-0.01763624921441078},{"text":"So until November, you will still receive an invoice with the same price for $80.75 Because your the third month of your discount for 15% is up until November.","start":417.285,"end":431.34,"sentiment":"neutral","sentiment_score":0.22955702990293503},{"text":"Yeah.","start":442.92502,"end":443.42502,"sentiment":"neutral","sentiment_score":0.028698652982711792}],"sentiment":"neutral","sentiment_score":0.21301062466347054,"num_words":73,"start":381.51,"end":443.42502},{"sentences":[{"text":"For for that for that one, Davao, since we also have launched recently launched our new website, We have a new website, and your the current website that you're currently seeing right now is is under request for removal.","start":444.445,"end":463.24,"sentiment":"neutral","sentiment_score":-0.03622013808060915},{"text":"You could review and check our prices or updated plans and prices under our new website, which is airtel.au.","start":463.7,"end":473.125,"sentiment":"neutral","sentiment_score":0.0743341587091747},{"text":"It's the same airtel.au with the most upgraded plans and prices so that you can also be most updated with our promotions as well.","start":473.185,"end":484.61,"sentiment":"neutral","sentiment_score":0.3015998372187217},{"text":"So airtel.net.au, the one that you're currently looking right now is under review for is under already request for a removal.","start":485.15,"end":498.13,"sentiment":"neutral","sentiment_score":-0.016632343731111006},{"text":"You may access our new website, airtel.au, moving forward.","start":498.76498,"end":503.82498,"sentiment":"neutral","sentiment_score":0.07073275869091351}],"sentiment":"neutral","sentiment_score":0.06719174404861405,"num_words":112,"start":444.445,"end":503.82498},{"sentences":[{"text":"I really do apologize for everything that's been confusing you, Davao.","start":504.285,"end":508.38498,"sentiment":"negative","sentiment_score":-0.5017391687089746},{"text":"Yeah.","start":521.72,"end":522.04,"sentiment":"neutral","sentiment_score":0.039399612694978714},{"text":"November.","start":522.04,"end":522.54,"sentiment":"neutral","sentiment_score":0.015519898384809494},{"text":"You'll be paying $95 per month after November, which is the month for December.","start":527.555,"end":533.015,"sentiment":"neutral","sentiment_score":0.01377569032566888},{"text":"So December moving forward, your standard plan for 50 m p s will be $95.","start":533.15497,"end":540.135,"sentiment":"neutral","sentiment_score":0.09765524342656136}],"sentiment":"neutral","sentiment_score":-0.09063150068478924,"num_words":42,"start":504.285,"end":540.135},{"sentences":[{"text":"Your contract expires to the end of month of July 2027.","start":545.29004,"end":555.525,"sentiment":"neutral","sentiment_score":-0.02956839646636085},{"text":"Hold on.","start":557.445,"end":557.84503,"sentiment":"neutral","sentiment_score":-0.017978691030293703},{"text":"No worries.","start":557.84503,"end":558.585,"sentiment":"neutral","sentiment_score":0.0005392115563154221},{"text":"Sorry.","start":558.645,"end":559.145,"sentiment":"neutral","sentiment_score":-0.0664331465959549},{"text":"Sorry.","start":559.205,"end":559.60504,"sentiment":"neutral","sentiment_score":-0.06241416931152344}],"sentiment":"neutral","sentiment_score":-0.028763449175612014,"num_words":17,"start":545.29004,"end":559.60504},{"sentences":[{"text":"Hold on.","start":559.60504,"end":560.34503,"sentiment":"neutral","sentiment_score":-0.04543250519782305},{"text":"Your end of oh, sorry.","start":560.48505,"end":566.48505,"sentiment":"neutral","sentiment_score":-0.05511321499943733},{"text":"It's 06/23/2027.","start":566.48505,"end":570.12,"sentiment":"neutral","sentiment_score":-0.026518688537180424},{"text":"Just give me one second.","start":571.54,"end":572.82,"sentiment":"neutral","sentiment_score":-0.0197747178375721},{"text":"Hold on.","start":572.82,"end":573.64,"sentiment":"neutral","sentiment_score":-0.015268349088728428}],"sentiment":"neutral","sentiment_score":-0.034304921864531934,"num_words":16,"start":559.60504,"end":573.64},{"sentences":[{"text":"Hold on.","start":574.9,"end":575.8,"sentiment":"neutral","sentiment_score":-0.012074526399374008},{"text":"Let me just check here.","start":575.86,"end":577.56,"sentiment":"neutral","sentiment_score":-0.005760505795478821},{"text":"Davao, can you hear me?","start":587.235,"end":588.695,"sentiment":"neutral","sentiment_score":-0.0360952191054821},{"text":"That bell.","start":605.89,"end":606.45,"sentiment":"neutral","sentiment_score":-0.014604940079152584},{"text":"Correct?","start":606.45,"end":606.95,"sentiment":"neutral","sentiment_score":0.012581396847963331}],"sentiment":"neutral","sentiment_score":-0.016670410707592963,"num_words":15,"start":574.9,"end":606.95},{"sentences":[{"text":"Yes.","start":609.01,"end":609.51,"sentiment":"neutral","sentiment_score":0.07617689669132233},{"text":"So upon checking on your let me see here.","start":609.695,"end":614.415,"sentiment":"neutral","sentiment_score":0.04802854980031649},{"text":"Just making sure that everything is done properly.","start":614.415,"end":616.755,"sentiment":"neutral","sentiment_score":0.12284353654831648},{"text":"So, yeah, it's up until November.","start":617.935,"end":622.675,"sentiment":"neutral","sentiment_score":0.06085003291567167},{"text":"So for the month of December, you'll be starting your standard plan with the regular price or the standard price for $95.","start":623.09,"end":634.55,"sentiment":"neutral","sentiment_score":0.05645986561748115}],"sentiment":"neutral","sentiment_score":0.06735650822520256,"num_words":46,"start":609.01,"end":634.55},{"sentences":[{"text":"No.","start":639.89496,"end":640.39496,"sentiment":"neutral","sentiment_score":-0.07683661580085754},{"text":"No.","start":641.815,"end":641.89496,"sentiment":"neutral","sentiment_score":-0.24468640983104703},{"text":"No.","start":641.89496,"end":642.39496,"sentiment":"neutral","sentiment_score":-0.26374271512031555},{"text":"No.","start":643.89496,"end":644.13495,"sentiment":"neutral","sentiment_score":-0.1742434203624725},{"text":"No.","start":644.13495,"end":644.375,"sentiment":"neutral","sentiment_score":-0.13663575053215027}],"sentiment":"neutral","sentiment_score":-0.1792289823293686,"num_words":5,"start":639.89496,"end":644.375},{"sentences":[{"text":"Yeah.","start":644.375,"end":644.875,"sentiment":"neutral","sentiment_score":-0.052504390478134155},{"text":"The standard price until June of twenty third 2027.","start":645.01495,"end":650.45496,"sentiment":"neutral","sentiment_score":-0.051404270033041634},{"text":"That's correct.","start":650.45496,"end":661.88995,"sentiment":"neutral","sentiment_score":-0.02101641084300354},{"text":"The cancellation charges if you're looking into canceling your contract, we advise you to please take into consideration with anything because early termination is I mean, amounts $120 per twelve month contract.","start":666.365,"end":688.08997,"sentiment":"neutral","sentiment_score":-0.13878521346487105},{"text":"And, also and the other charges applied to your terms and service.","start":688.08997,"end":693.80505,"sentiment":"neutral","sentiment_score":-0.0784975156808893}],"sentiment":"neutral","sentiment_score":-0.10607629752692967,"num_words":56,"start":644.375,"end":693.80505},{"sentences":[{"text":"Let's say, for example, you were discounted for a specific month.","start":693.80505,"end":698.86505,"sentiment":"neutral","sentiment_score":0.0005822911519895896},{"text":"I mean, as per the terms and service that you signed up, the discounted amount the discounted amount that you had with us will also be charged on your early termination charges if the term is canceled before your contract ends.","start":700.685,"end":721.485,"sentiment":"neutral","sentiment_score":-0.06656889126795094},{"text":"So that's the early termination fee plus the applied this the applied charges from your terms and services, which are which includes your discounted amount per month?","start":721.865,"end":736.54004,"sentiment":"neutral","sentiment_score":-0.005491682535244359},{"text":"Well, Oh, I'm so sorry to hear that.","start":738.36005,"end":769.97003,"sentiment":"neutral","sentiment_score":-0.25076359044760466},{"text":"Would you wanna take consideration and think of it for the meantime?","start":770.59,"end":774.21,"sentiment":"neutral","sentiment_score":-0.1249909879018863}],"sentiment":"neutral","sentiment_score":-0.06441611460776943,"num_words":99,"start":693.80505,"end":774.21},{"sentences":[{"text":"Because I'm sure paying for the early termination fee will you know, then staying with us with your current discounted.","start":774.27,"end":784.695,"sentiment":"neutral","sentiment_score":-0.055139466375112536},{"text":"We can also take a look into this if we could provide you extended discount on your contract.","start":784.755,"end":790.82,"sentiment":"neutral","sentiment_score":0.1144826424618562},{"text":"Let's say, additional discounted amount so that Mhmm.","start":790.88,"end":801.635,"sentiment":"neutral","sentiment_score":0.06077998923137784},{"text":"Mhmm.","start":807.7125,"end":808.2125,"sentiment":"neutral","sentiment_score":0.13180303573608398},{"text":"Yeah.","start":818.52997,"end":818.85,"sentiment":"neutral","sentiment_score":0.05611802637577057}],"sentiment":"neutral","sentiment_score":0.034001233599459134,"num_words":48,"start":774.27,"end":818.85},{"sentences":[{"text":"Alright.","start":818.85,"end":819.32996,"sentiment":"neutral","sentiment_score":0.09882404655218124},{"text":"So if we extend your discount for three months for 15% from the standard plan, would you please could you please consider staying with us until your contract finishes?","start":819.32996,"end":831.355,"sentiment":"neutral","sentiment_score":0.11683488662900596},{"text":"Dabel, if I'm if I'm asked how many Internet user usually use your Internet on a daily basis?","start":872.07,"end":879.37,"sentiment":"neutral","sentiment_score":0.056506851894987956},{"text":"How many users usually use the Internet in a in a daily basis?","start":883.11,"end":889.46497,"sentiment":"neutral","sentiment_score":-0.015682178692748912},{"text":"Three.","start":890.925,"end":891.425,"sentiment":"neutral","sentiment_score":0.014719226397573948}],"sentiment":"neutral","sentiment_score":0.06959693542411251,"num_words":62,"start":818.85,"end":891.425},{"sentences":[{"text":"And if I may ask, how are you using your Internet?","start":892.20496,"end":896.125,"sentiment":"neutral","sentiment_score":0.0038831745359030638},{"text":"Do you only use it for browsing, standard streaming?","start":896.125,"end":899.665,"sentiment":"neutral","sentiment_score":-0.0038179436491595376},{"text":"Do you also work at home?","start":900.57,"end":902.67004,"sentiment":"neutral","sentiment_score":0.008215182150403658},{"text":"Let me just take a look into this.","start":908.01,"end":910.41003,"sentiment":"neutral","sentiment_score":0.005112446378916502},{"text":"Okay?","start":910.41003,"end":910.81,"sentiment":"neutral","sentiment_score":-0.012157950550317764}],"sentiment":"neutral","sentiment_score":0.002468175441026688,"num_words":35,"start":892.20496,"end":910.81},{"sentences":[{"text":"Hold on.","start":910.81,"end":911.55,"sentiment":"neutral","sentiment_score":-0.024706977419555187},{"text":"And how was your current Internet connection with because I just want to make sure.","start":922.505,"end":927.15,"sentiment":"neutral","sentiment_score":-0.02059583490093549},{"text":"I mean, I just wanna check with this one.","start":927.55005,"end":932.75,"sentiment":"neutral","sentiment_score":0.006477738420168559},{"text":"Hold on.","start":932.75,"end":933.49005,"sentiment":"neutral","sentiment_score":-0.0006913617253303528},{"text":"Okay.","start":960.81,"end":961.31,"sentiment":"neutral","sentiment_score":0.02971382811665535}],"sentiment":"neutral","sentiment_score":-0.009369680272607967,"num_words":29,"start":910.81,"end":961.31},{"sentences":[{"text":"I'm seeing here that if these three user usually, you know, using the Internet at the same time.","start":961.85004,"end":971.865,"sentiment":"neutral","sentiment_score":0.04263690879775418},{"text":"Do you also do online gaming?","start":976.885,"end":978.745,"sentiment":"neutral","sentiment_score":0.062251766522725425},{"text":"Uploading large files and all?","start":979.285,"end":981.46497,"sentiment":"neutral","sentiment_score":-0.04995545633137226},{"text":"Mhmm.","start":981.845,"end":982.345,"sentiment":"neutral","sentiment_score":-0.02691101096570492},{"text":"I see.","start":982.82,"end":983.45996,"sentiment":"neutral","sentiment_score":0.010464933700859547}],"sentiment":"neutral","sentiment_score":0.02766301663359627,"num_words":32,"start":961.85004,"end":983.45996},{"sentences":[{"text":"For this one, we if you could also consider downgrading the service, that's 25 Mbps.","start":983.45996,"end":991.24,"sentiment":"neutral","sentiment_score":0.04282684922218323},{"text":"You can still do browsing, do video streaming so that okay.","start":991.7,"end":1003.185,"sentiment":"neutral","sentiment_score":0.1504451408982277},{"text":"Alright.","start":1003.965,"end":1004.465,"sentiment":"neutral","sentiment_score":0.10093729943037032},{"text":"Okay.","start":1006.925,"end":1007.325,"sentiment":"neutral","sentiment_score":-0.04384183883666992},{"text":"So as I mentioned earlier, if we could offer you an extended discount for your current plan, like, say, for example, for, like, another 15% discount for your future month, would you be able I mean, would you consider staying with us?","start":1007.325,"end":1022.97,"sentiment":"neutral","sentiment_score":0.256355025938579}],"sentiment":"neutral","sentiment_score":0.1874472262603896,"num_words":70,"start":983.45996,"end":1022.97},{"sentences":[{"text":"Because we wanna keep customer like you.","start":1023.11,"end":1025.45,"sentiment":"positive","sentiment_score":0.6510272707257952},{"text":"We really do appreciate you staying with Airtel.","start":1026.5751,"end":1029.0751,"sentiment":"positive","sentiment_score":0.825673297047615},{"text":"Well, we understand that this is a sudden price increase.","start":1029.295,"end":1032.355,"sentiment":"neutral","sentiment_score":-0.17502825222909452},{"text":"Please rest assured that Yeah.","start":1033.055,"end":1087.215,"sentiment":"neutral","sentiment_score":-0.07419642359018326},{"text":"I really understand.","start":1087.215,"end":1088.195,"sentiment":"neutral","sentiment_score":0.04580702632665634}],"sentiment":"neutral","sentiment_score":0.2781434457636241,"num_words":33,"start":1023.11,"end":1088.195},{"sentences":[{"text":"I I really understand.","start":1089.615,"end":1090.735,"sentiment":"neutral","sentiment_score":0.051591331139206886},{"text":"But rest assured that this is for I'm looking in on the for the adjustment allows us to continue, yeah, investing the network, making sure that you continue the well service that you really love while maintaining the same level of support and service quality.","start":1090.735,"end":1107.16,"sentiment":"positive","sentiment_score":0.3711106320222219},{"text":"I'll go ahead and extend your if it's possible for you to extend the discounted price so that you can stay for until you completed your contract level.","start":1107.775,"end":1120.415,"sentiment":"neutral","sentiment_score":0.23320918743099486},{"text":"How's that sound?","start":1120.415,"end":1128.65,"sentiment":"neutral","sentiment_score":0.009116897049049536},{"text":"Yeah.","start":1128.65,"end":1129.05,"sentiment":"neutral","sentiment_score":0.00900762528181076}],"sentiment":"neutral","sentiment_score":0.28978468308708183,"num_words":81,"start":1089.615,"end":1129.05},{"sentences":[{"text":"15 percent discount.","start":1129.05,"end":1130.59,"sentiment":"neutral","sentiment_score":0.018229633569717407},{"text":"Yes.","start":1136.17,"end":1136.655,"sentiment":"neutral","sentiment_score":0.025703147053718567},{"text":"If you cancel your plan, the charge will only be from the standard plan.","start":1146.3351,"end":1157.0,"sentiment":"neutral","sentiment_score":-0.19737880996295384},{"text":"Let's say, for example, standard plan was before $79.95 and you receive a discount, the you'll be charged for the previous price, which is the $79.95.","start":1157.0,"end":1174.1849,"sentiment":"neutral","sentiment_score":-0.08820459017386803},{"text":"However, if for this month, you the discounted plan will be based from the standard price, $95 from our new website.","start":1174.725,"end":1187.1,"sentiment":"neutral","sentiment_score":-0.012031371749582746}],"sentiment":"neutral","sentiment_score":-0.08044445296892754,"num_words":65,"start":1129.05,"end":1187.1},{"sentences":[{"text":"But if, I really wanted to keep a customer like you.","start":1188.04,"end":1192.215,"sentiment":"positive","sentiment_score":0.3643147031014616},{"text":"You've been a good customer with us since you joined Airtel.","start":1192.695,"end":1196.7949,"sentiment":"positive","sentiment_score":0.6857791651378978},{"text":"That's why I'm offering you a 15% discount from the standard plan the standard price up until additional, let's say, roughly, probably, let's say, three months for 15% discount so that you can still continue your 15% discount for six months.","start":1197.095,"end":1217.0701,"sentiment":"neutral","sentiment_score":0.206017037535586},{"text":"So November let's say November is your was to November is supposed to be your last month to have yeah.","start":1223.9249,"end":1234.585,"sentiment":"neutral","sentiment_score":-0.007215762774285395},{"text":"So November so that's going to be December, January, and February.","start":1235.0,"end":1238.62,"sentiment":"neutral","sentiment_score":0.003978282128545371}],"sentiment":"neutral","sentiment_score":0.2116720950800029,"num_words":94,"start":1188.04,"end":1238.62},{"sentences":[{"text":"I'm sorry?","start":1268.39,"end":1269.13,"sentiment":"neutral","sentiment_score":-0.13104919344186783},{"text":"Sorry.","start":1270.3099,"end":1270.63,"sentiment":"neutral","sentiment_score":-0.12114788591861723},{"text":"Could you repeat could you please repeat that?","start":1270.63,"end":1272.97,"sentiment":"neutral","sentiment_score":-0.08946498762816191},{"text":"Mhmm.","start":1294.76,"end":1295.26,"sentiment":"neutral","sentiment_score":-0.12749047577381134},{"text":"Yeah.","start":1322.71,"end":1323.11,"sentiment":"neutral","sentiment_score":-0.06167516112327576}],"sentiment":"neutral","sentiment_score":-0.09908706236344117,"num_words":13,"start":1268.39,"end":1323.11},{"sentences":[{"text":"Let me just go ahead and check this.","start":1323.11,"end":1324.79,"sentiment":"neutral","sentiment_score":-0.02160264295525849},{"text":"Okay?","start":1324.79,"end":1325.11,"sentiment":"neutral","sentiment_score":-0.011714112013578417},{"text":"Hold on.","start":1325.11,"end":1325.85,"sentiment":"neutral","sentiment_score":-0.023540466092526913},{"text":"This is only an estimate.","start":1350.86,"end":1352.4,"sentiment":"neutral","sentiment_score":-0.0838105782866478},{"text":"It's $143.85.","start":1353.5,"end":1356.8,"sentiment":"neutral","sentiment_score":-0.05408313870429993}],"sentiment":"neutral","sentiment_score":-0.04215751981569661,"num_words":18,"start":1323.11,"end":1356.8},{"sentences":[{"text":"Again, this is only an estimate.","start":1357.02,"end":1358.56,"sentiment":"neutral","sentiment_score":-0.11304384966691335},{"text":"I just rely on your current billing statement and on your account.","start":1358.62,"end":1364.745,"sentiment":"neutral","sentiment_score":-0.056110054875413574},{"text":"This include the early termination fee and the applied charges re added on your terms and service.","start":1365.045,"end":1373.865,"sentiment":"neutral","sentiment_score":-0.04144930927192464},{"text":"This also include the discounts.","start":1374.47,"end":1376.09,"sentiment":"neutral","sentiment_score":-0.019739384949207305},{"text":"And since you also have a router, you will also get hold on.","start":1378.15,"end":1385.61,"sentiment":"neutral","sentiment_score":0.19614770664618567}],"sentiment":"neutral","sentiment_score":0.007452853726890852,"num_words":53,"start":1357.02,"end":1385.61},{"sentences":[{"text":"Since you also receive a free router, you will also get charged for the router.","start":1389.1649,"end":1394.625,"sentiment":"neutral","sentiment_score":0.21042341391245525},{"text":"Our router usually our router amount is one second, please.","start":1395.085,"end":1400.625,"sentiment":"neutral","sentiment_score":0.09995929226279258},{"text":"That's $139.95.","start":1407.69,"end":1410.99,"sentiment":"neutral","sentiment_score":0.06198596581816673},{"text":"So plus $1.39.95.","start":1411.45,"end":1414.51,"sentiment":"neutral","sentiment_score":0.04867976655562719},{"text":"So estimated amount for early termination charging charges included including the applied services, and this includes the discount that we've mentioned earlier and also the router.","start":1414.89,"end":1429.5499,"sentiment":"neutral","sentiment_score":0.11733779526100709}],"sentiment":"neutral","sentiment_score":0.13351317927507417,"num_words":56,"start":1389.1649,"end":1429.5499},{"sentences":[{"text":"It's a total of 200 83 doll No.","start":1429.9299,"end":1442.25,"sentiment":"neutral","sentiment_score":-0.0005154081154614687},{"text":"For the router, it's you're not paying for the router monthly.","start":1442.25,"end":1446.735,"sentiment":"neutral","sentiment_score":-0.2674031745303761},{"text":"So the payment that you're paying monthly is not included with the router.","start":1447.1951,"end":1451.035,"sentiment":"neutral","sentiment_score":-0.23286513754954705},{"text":"The router is actually free of charge.","start":1451.035,"end":1453.2151,"sentiment":"neutral","sentiment_score":0.03767112536089761},{"text":"However, if in any case that the contract is was canceled prematurely according to the terms and service terms and conditions, you will need to pay for the router.","start":1453.435,"end":1467.35,"sentiment":"neutral","sentiment_score":-0.26609497877030536}],"sentiment":"neutral","sentiment_score":-0.19743913940756636,"num_words":68,"start":1429.9299,"end":1467.35},{"sentences":[{"text":"So which cost $139 and some cents.","start":1467.65,"end":1470.79,"sentiment":"neutral","sentiment_score":-0.08209614083170891},{"text":"So that's why we came up for a total of $283.08.","start":1471.01,"end":1475.675,"sentiment":"neutral","sentiment_score":0.029419951140880585},{"text":"So if you would take into consideration staying with us, instead of paying a one time 200 an estimate $283, we are more than happy to welcome you level.","start":1476.6151,"end":1490.4099,"sentiment":"positive","sentiment_score":0.49064549289900683},{"text":"We wanna make sure that you stay with us until your contract ends.","start":1490.95,"end":1495.37,"sentiment":"positive","sentiment_score":0.3664968747359056},{"text":"If you could give us a chance.","start":1496.5499,"end":1498.9451,"sentiment":"neutral","sentiment_score":0.0489732309111527}],"sentiment":"neutral","sentiment_score":0.284849817294683,"num_words":67,"start":1467.65,"end":1498.9451},{"sentences":[{"text":"Can you tell me what, I mean, your preferred discount for you to stay?","start":1531.335,"end":1535.89,"sentiment":"neutral","sentiment_score":-0.006011585305844035},{"text":"I I you know, I I I cannot promise you anything, but I'm just asking question so that we could see if we could still match your preferred discount.","start":1535.89,"end":1547.11,"sentiment":"neutral","sentiment_score":-0.014513130267632419},{"text":"I offered earlier an additional or an extension of the 6% discount.","start":1547.585,"end":1551.925,"sentiment":"neutral","sentiment_score":0.0707404048492511},{"text":"No.","start":1565.0599,"end":1565.38,"sentiment":"neutral","sentiment_score":-0.080321304500103},{"text":"For three months.","start":1565.38,"end":1566.44,"sentiment":"neutral","sentiment_score":-0.03793498997886976}],"sentiment":"neutral","sentiment_score":0.002537552740866855,"num_words":59,"start":1531.335,"end":1566.44},{"sentences":[{"text":"No.","start":1568.58,"end":1568.9,"sentiment":"neutral","sentiment_score":-0.12613850831985474},{"text":"It's 15% for three months.","start":1568.9,"end":1571.32,"sentiment":"neutral","sentiment_score":-0.06606266349554062},{"text":"Let me check.","start":1582.385,"end":1583.365,"sentiment":"neutral","sentiment_score":-0.01984000454346339},{"text":"No.","start":1588.69,"end":1588.9299,"sentiment":"neutral","sentiment_score":-0.08872947841882706},{"text":"It's for three months.","start":1588.9299,"end":1590.21,"sentiment":"neutral","sentiment_score":-0.04998723976314068}],"sentiment":"neutral","sentiment_score":-0.05747501977852413,"num_words":14,"start":1568.58,"end":1590.21},{"sentences":[{"text":"If you could go back to our old website, under twelve months, contract customer gets three months 15% discount.","start":1590.21,"end":1598.63,"sentiment":"neutral","sentiment_score":-0.006088727938109322},{"text":"It's three months.","start":1599.09,"end":1600.125,"sentiment":"neutral","sentiment_score":-0.00925863441079855},{"text":"Mhmm.","start":1614.8301,"end":1615.3301,"sentiment":"neutral","sentiment_score":0.01999172940850258},{"text":"Yeah.","start":1639.215,"end":1639.5349,"sentiment":"neutral","sentiment_score":0.038758762180805206},{"text":"Well, the 15% of the $95 is $80 and something.","start":1639.5349,"end":1645.075,"sentiment":"neutral","sentiment_score":0.03855011509731412}],"sentiment":"neutral","sentiment_score":0.008846762014881653,"num_words":34,"start":1590.21,"end":1645.075},{"sentences":[{"text":"It's just additional mhmm.","start":1645.135,"end":1660.88,"sentiment":"neutral","sentiment_score":-0.02815105544868857},{"text":"Mhmm.","start":1670.9451,"end":1671.4451,"sentiment":"neutral","sentiment_score":0.10049249231815338},{"text":"Mhmm.","start":1681.8401,"end":1682.3201,"sentiment":"neutral","sentiment_score":0.04118264839053154},{"text":"Yeah.","start":1682.3201,"end":1682.64,"sentiment":"neutral","sentiment_score":0.07651996612548828},{"text":"We'll check we'll look take a look into this.","start":1682.64,"end":1685.04,"sentiment":"neutral","sentiment_score":0.1049794712000423}],"sentiment":"neutral","sentiment_score":0.06565038286498748,"num_words":16,"start":1645.135,"end":1685.04},{"sentences":[{"text":"We'll maximize our resources, and we'll give you an update regarding this.","start":1685.04,"end":1690.1749,"sentiment":"neutral","sentiment_score":0.18644743971526623},{"text":"Okay?","start":1690.1749,"end":1690.6749,"sentiment":"neutral","sentiment_score":0.09252846240997314},{"text":"Yeah.","start":1694.975,"end":1695.475,"sentiment":"neutral","sentiment_score":0.08242259174585342},{"text":"Yeah.","start":1702.19,"end":1702.69,"sentiment":"neutral","sentiment_score":0.13000774383544922},{"text":"I'll also try to call you back within the day.","start":1703.63,"end":1706.21,"sentiment":"neutral","sentiment_score":0.1457606613636017}],"sentiment":"neutral","sentiment_score":0.1599973875284195,"num_words":25,"start":1685.04,"end":1706.21},{"sentences":[{"text":"And if I won't be able to reach you, I'll go ahead and send you an email as well.","start":1706.6699,"end":1710.77,"sentiment":"neutral","sentiment_score":-0.04423614360980297},{"text":"Alright.","start":1714.845,"end":1715.165,"sentiment":"neutral","sentiment_score":0.3311217427253723},{"text":"Thank you so much, Dava.","start":1715.165,"end":1716.525,"sentiment":"positive","sentiment_score":0.7584226965904236},{"text":"Is there anything else I can help you with?","start":1716.525,"end":1718.3049,"sentiment":"positive","sentiment_score":0.40865479906400043},{"text":"Thank you so much for your consideration.","start":1721.8049,"end":1723.4249,"sentiment":"positive","sentiment_score":0.64883611031941}],"sentiment":"neutral","sentiment_score":0.2805486453878807,"num_words":41,"start":1706.6699,"end":1723.4249},{"sentences":[{"text":"Let rest assured that I will take a look into this to give you the best prices.","start":1724.125,"end":1728.195,"sentiment":"positive","sentiment_score":0.48097216557053957},{"text":"Okay?","start":1728.195,"end":1728.695,"sentiment":"neutral","sentiment_score":0.23412473499774933},{"text":"Thank you.","start":1730.835,"end":1731.475,"sentiment":"positive","sentiment_score":0.6746262311935425},{"text":"Have a great day.","start":1731.475,"end":1732.2749,"sentiment":"positive","sentiment_score":0.7224849760532379},{"text":"Goodbye for now.","start":1732.2749,"end":1733.4149,"sentiment":"positive","sentiment_score":0.3997148275375366}],"sentiment":"positive","sentiment_score":0.51292549625591,"num_words":27,"start":1724.125,"end":1733.4149}]}}]},{"alternatives":[{"transcript":"Hi, Maria. It's Jamal here. I've got my recent Internet bill, which is slightly higher than what I have been paying previously. I'm just wondering what reason of increment of the bill. California. Sorry? Yep. Alright. Yes. Dhaval, d h a v a l m a r v a n I y a. DD hat AB a. Okay. The if do you do you need the account number? Okay. D for delta, H for hexagon, A for alpha, V for Victor, A for alpha, L for Lima. That's right. Yep. What was that previously? Actually, previously, it was 79 to 95. Well, the thing is when I when I signed up with the well, signed up with you guys, the plan which I signed up was $79.95 for six months at least, 15% discount. And then after For six months. Right? No. But the thing is the plan which was 79 or 95, it suddenly goes to $95. That means from next month, I'll be paying $95 per month for the same plan. Is it? The other thing, when I check your website online, the NBN 50 plan is still under 79.95. So how come it has increased to 90 five? Okay. So as per my current as per my contract, for next month, I'll still get 15% of discount until November. And then after, I'll be paying $95 per month. Right? And when does my contract expires? End of July. '20 third of June. Yes. Yes. Until my contract ends, which is end of June twenty '27. Right? Okay. And what's the cancellation process in case if I want to move out? How much I need to pay the cancellation charges? Yeah. So can I know what will be altogether amount in case if I want to cancel the Internet? So I understood, like, the minimum service charge, one fifth and something plus discounted price for each month. Just wanted to know, like, what what is the total price I need to pay, and I can switch out I can cancel the service. If I get some better discount, then, yeah, I would probably keep continue. Otherwise, I'm getting some better offer from my current mobile network provider, which is Vodafone. So I'm getting good discount there, and I didn't know all this sudden extra cost of the plan increment. So $95 after one month, that's too much for me. Well, I I did something. So for example, from $79.95 to $95 $15 a month of increment in the plan, that's something, like, too much for me as per my usage. So if I look at the other service provider, Indian service provider, I'm getting same rate, like, less than $80. So I was happy with the previous amount which I was paying. If you can apply similar discount, then I would probably stay for this year and also definitely. Sorry. Come again? We have three. Two to three people. Yeah. Mainly for browsing and streaming. No. We don't work at home. So mainly for browsing and streaming. Yes. Yeah. Not not much. I will I will stick with the existing plan, like, existing speed, 50 MBPS. So To to be honest, like, I I really like you guys' service, so I really don't want to leave unless if you guys provide me this discounted price and the better market price, you know. Otherwise, I might need to yeah. So to be honest, like, I'll I really like your guys' service. But all of a sudden of this increment, which I can't bear, and that's why I I had to call because previously, I was paying $67.80 doll $68 per month. And I was quite happy with those billing amount, but I just looked at this in the latest invoice which came yesterday and it made me surprised, which is pretty much $13 increment. So that's two. For the previous discount price, which was 15%, I guess. Right? On on the standard price, like, on the so even if I consider the previous discount, I'll be still paying $80 per month, isn't it? And this is the six months. You mean end of What was my original yeah. Yeah. Oh, that's only three months additional. So that's only, like, $15.15, $15.45 dollar of discount. Yeah. If I can know all the cancellation charges, I will probably think for tonight and I'll make my decision. But if you can contact with the accounting team and find out what will be the cancellation charges I I need to pay. Well yeah. So I appreciate your offer, three month additional discount, but it looks like it's still not worth it for me. So I just want to cancel the service. If you can let me know the cancellation charges, like, exit amount, and I will make my decision after the after that. Because as I said, like, even including 15% discount, the amount which I will be paying is a little bit higher than what I signed up. So and if I compare with the other provider, I'm getting fair bit price. So I just want to think about this, you know. Yep. So for the router, I already for router, I already paid for six months. Right? Like, only the remaining six months, I need to pay for? Yeah. I want to stay even longer. I want to stay longer with you guys. It's just like the price increment I'm not happy with. I understand there might be increment in the plans, but as a existing con customer, I should get some good fair of discount. So if you can give me, like, the good discount, I am still happy to stay connected. Or otherwise, if you can email that cancellation charges, then I will pay that out, and I'll need to switch to them. See, to be honest, like, when I signed up, the price standard price was $79.95 per month, and I was getting 15% discount for six months. And I was sorry? No. When I signed up, it was I'm pretty sure it was six months discount. Okay. So three months 15% discount. That means I was still okay to pay $79.95 dollar every month after three months, which is, let's say, from next month. But I just understood, like, after one or two months, I'll be paying $95. So that's that's something too much for me. So if you can give some good discount, which I'll be paying $80.79 and 84 $80 a month, I'm still happy to stay connected. You know what I mean? Yeah. No. I'm saying, like, until until my contract expires. So it's not something until three months extended. I'm just talking about, like because I I signed up for the one year contract until the end of June twenty twenty seven, if I get the same discounted price, which make me paying $80 a month, then I'm still happy. I understand the price has increased and you guys providing the better service. So I'm still okay with that if you guys can work out that way, you know. Yeah. I'll I'll be waiting for your email or something. And if not, I'll give you a call again maybe tomorrow or the day after tomorrow. So okay. Sure. Alright. No worries. I'll wait for your email or call. Thank you. No. That's it for now. Thanks for your help anyway. Thank you. Thanks, Miriam. Thanks. Bye. You too. 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Maria. It's Jamal here. I've got my recent Internet bill, which is slightly higher than what I have been paying previously. I'm just wondering what reason of increment of the bill. California.\n\nSorry? Yep. Alright. Yes. Dhaval, d h a v a l m a r v a n I y a.\n\nDD hat AB a. Okay. The if do you do you need the account number? Okay. D for delta, H for hexagon, A for alpha, V for Victor, A for alpha, L for Lima.\n\nThat's right. Yep. What was that previously? Actually, previously, it was 79 to 95. Well, the thing is when I when I signed up with the well, signed up with you guys, the plan which I signed up was $79.95 for six months at least, 15% discount.\n\nAnd then after For six months. Right? No. But the thing is the plan which was 79 or 95, it suddenly goes to $95. That means from next month, I'll be paying $95 per month for the same plan.\n\nIs it? The other thing, when I check your website online, the NBN 50 plan is still under 79.95. So how come it has increased to 90 five? Okay. So as per my current as per my contract, for next month, I'll still get 15% of discount until November.\n\nAnd then after, I'll be paying $95 per month. Right? And when does my contract expires? End of July. '20 third of June.\n\nYes. Yes. Until my contract ends, which is end of June twenty '27. Right? Okay.\n\nAnd what's the cancellation process in case if I want to move out? How much I need to pay the cancellation charges? Yeah. So can I know what will be altogether amount in case if I want to cancel the Internet? So I understood, like, the minimum service charge, one fifth and something plus discounted price for each month.\n\nJust wanted to know, like, what what is the total price I need to pay, and I can switch out I can cancel the service. If I get some better discount, then, yeah, I would probably keep continue. Otherwise, I'm getting some better offer from my current mobile network provider, which is Vodafone. So I'm getting good discount there, and I didn't know all this sudden extra cost of the plan increment. So $95 after one month, that's too much for me.\n\nWell, I I did something. So for example, from $79.95 to $95 $15 a month of increment in the plan, that's something, like, too much for me as per my usage. So if I look at the other service provider, Indian service provider, I'm getting same rate, like, less than $80. So I was happy with the previous amount which I was paying. If you can apply similar discount, then I would probably stay for this year and also definitely.\n\nSorry. Come again? We have three. Two to three people. Yeah.\n\nMainly for browsing and streaming. No. We don't work at home. So mainly for browsing and streaming. Yes.\n\nYeah. Not not much. I will I will stick with the existing plan, like, existing speed, 50 MBPS. So To to be honest, like, I I really like you guys' service, so I really don't want to leave unless if you guys provide me this discounted price and the better market price, you know. Otherwise, I might need to yeah.\n\nSo to be honest, like, I'll I really like your guys' service. But all of a sudden of this increment, which I can't bear, and that's why I I had to call because previously, I was paying $67.80 doll $68 per month. And I was quite happy with those billing amount, but I just looked at this in the latest invoice which came yesterday and it made me surprised, which is pretty much $13 increment. So that's two. For the previous discount price, which was 15%, I guess.\n\nRight? On on the standard price, like, on the so even if I consider the previous discount, I'll be still paying $80 per month, isn't it? And this is the six months. You mean end of What was my original yeah. Yeah.\n\nOh, that's only three months additional. So that's only, like, $15.15, $15.45 dollar of discount. Yeah. If I can know all the cancellation charges, I will probably think for tonight and I'll make my decision. But if you can contact with the accounting team and find out what will be the cancellation charges I I need to pay.\n\nWell yeah. So I appreciate your offer, three month additional discount, but it looks like it's still not worth it for me. So I just want to cancel the service. If you can let me know the cancellation charges, like, exit amount, and I will make my decision after the after that. Because as I said, like, even including 15% discount, the amount which I will be paying is a little bit higher than what I signed up.\n\nSo and if I compare with the other provider, I'm getting fair bit price. So I just want to think about this, you know. Yep. So for the router, I already for router, I already paid for six months. Right?\n\nLike, only the remaining six months, I need to pay for? Yeah. I want to stay even longer. I want to stay longer with you guys. It's just like the price increment I'm not happy with.\n\nI understand there might be increment in the plans, but as a existing con customer, I should get some good fair of discount. So if you can give me, like, the good discount, I am still happy to stay connected. Or otherwise, if you can email that cancellation charges, then I will pay that out, and I'll need to switch to them. See, to be honest, like, when I signed up, the price standard price was $79.95 per month, and I was getting 15% discount for six months. And I was sorry?\n\nNo. When I signed up, it was I'm pretty sure it was six months discount. Okay. So three months 15% discount. That means I was still okay to pay $79.95 dollar every month after three months, which is, let's say, from next month.\n\nBut I just understood, like, after one or two months, I'll be paying $95. So that's that's something too much for me. So if you can give some good discount, which I'll be paying $80.79 and 84 $80 a month, I'm still happy to stay connected. You know what I mean? Yeah.\n\nNo. I'm saying, like, until until my contract expires. So it's not something until three months extended. I'm just talking about, like because I I signed up for the one year contract until the end of June twenty twenty seven, if I get the same discounted price, which make me paying $80 a month, then I'm still happy. I understand the price has increased and you guys providing the better service.\n\nSo I'm still okay with that if you guys can work out that way, you know. Yeah. I'll I'll be waiting for your email or something. And if not, I'll give you a call again maybe tomorrow or the day after tomorrow. So okay.\n\nSure. Alright. No worries. I'll wait for your email or call. Thank you.\n\nNo. That's it for now. Thanks for your help anyway. Thank you. Thanks, Miriam.\n\nThanks. Bye. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Maria.","start":5.8399997,"end":6.48,"sentiment":"neutral","sentiment_score":0.03425857424736023},{"text":"It's Jamal here.","start":6.48,"end":7.62,"sentiment":"neutral","sentiment_score":0.03335306358834108},{"text":"I've got my recent Internet bill, which is slightly higher than what I have been paying previously.","start":9.92,"end":16.185,"sentiment":"neutral","sentiment_score":-0.18837271148667617},{"text":"I'm just wondering what reason of increment of the 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Lima.","start":94.310005,"end":107.465,"sentiment":"neutral","sentiment_score":-0.0071690598916676306}],"sentiment":"neutral","sentiment_score":-0.006783046937711975,"num_words":34,"start":72.255,"end":107.465},{"sentences":[{"text":"That's right.","start":122.744995,"end":123.485,"sentiment":"neutral","sentiment_score":0.05570932477712631},{"text":"Yep.","start":130.425,"end":130.925,"sentiment":"neutral","sentiment_score":0.05400993674993515},{"text":"What was that previously?","start":197.16,"end":198.38,"sentiment":"neutral","sentiment_score":0.0015769042074680328},{"text":"Actually, previously, it was 79 to 95.","start":219.61,"end":223.15,"sentiment":"neutral","sentiment_score":-0.0035798942138041768},{"text":"Well, the thing is when I when I signed up with the well, signed up with you guys, the plan which I signed up was $79.95 for six months at least, 15% discount.","start":307.15002,"end":321.105,"sentiment":"neutral","sentiment_score":0.03387745955225193}],"sentiment":"neutral","sentiment_score":0.026907087422590306,"num_words":47,"start":122.744995,"end":321.105},{"sentences":[{"text":"And then after For six months.","start":321.79,"end":351.84,"sentiment":"neutral","sentiment_score":-0.003917226567864418},{"text":"Right?","start":351.84,"end":352.34,"sentiment":"neutral","sentiment_score":-0.003707576543092728},{"text":"No.","start":394.775,"end":395.01498,"sentiment":"neutral","sentiment_score":-0.2371620237827301},{"text":"But the thing is the plan which was 79 or 95, it suddenly goes to $95.","start":395.01498,"end":403.26,"sentiment":"neutral","sentiment_score":-0.2011944791302085},{"text":"That means from next month, I'll be paying $95 per month for the same plan.","start":403.26,"end":408.62003,"sentiment":"neutral","sentiment_score":-0.11080187658468882}],"sentiment":"neutral","sentiment_score":-0.131936224989402,"num_words":39,"start":321.79,"end":408.62003},{"sentences":[{"text":"Is it?","start":408.62003,"end":409.28003,"sentiment":"neutral","sentiment_score":-0.02263055182993412},{"text":"The other thing, when I check your website online, the NBN 50 plan is still under 79.95.","start":434.15,"end":442.15,"sentiment":"neutral","sentiment_score":0.05654987035428777},{"text":"So how come it has increased to 90 five?","start":442.15,"end":446.105,"sentiment":"neutral","sentiment_score":0.011347145463029543},{"text":"Okay.","start":510.175,"end":510.675,"sentiment":"neutral","sentiment_score":-0.0067095085978508},{"text":"So as per my current as per my contract, for next month, I'll still get 15% of discount until November.","start":512.255,"end":520.26996,"sentiment":"neutral","sentiment_score":0.16467233821749688}],"sentiment":"neutral","sentiment_score":0.0878560868833138,"num_words":49,"start":408.62003,"end":520.26996},{"sentences":[{"text":"And then after, I'll be paying $95 per month.","start":521.44995,"end":525.76996,"sentiment":"neutral","sentiment_score":0.014128392976191308},{"text":"Right?","start":525.76996,"end":526.26996,"sentiment":"neutral","sentiment_score":0.005650466307997704},{"text":"And when does my contract expires?","start":541.705,"end":543.805,"sentiment":"neutral","sentiment_score":-0.013445530397196611},{"text":"End of July.","start":557.315,"end":558.295,"sentiment":"neutral","sentiment_score":-0.020539877315362293},{"text":"'20 third of June.","start":572.15,"end":573.69,"sentiment":"neutral","sentiment_score":-0.014489563880488276}],"sentiment":"neutral","sentiment_score":-0.0029323942068478336,"num_words":23,"start":521.44995,"end":573.69},{"sentences":[{"text":"Yes.","start":589.125,"end":589.625,"sentiment":"neutral","sentiment_score":0.01478150300681591},{"text":"Yes.","start":607.77,"end":608.27,"sentiment":"neutral","sentiment_score":0.053911544382572174},{"text":"Until my contract ends, which is end of June twenty '27.","start":637.885,"end":642.685,"sentiment":"neutral","sentiment_score":-0.06080822333354841},{"text":"Right?","start":642.685,"end":643.185,"sentiment":"neutral","sentiment_score":-0.0740157812833786},{"text":"Okay.","start":655.26,"end":655.5,"sentiment":"neutral","sentiment_score":-0.006067425012588501}],"sentiment":"neutral","sentiment_score":-0.045352041038374105,"num_words":15,"start":589.125,"end":655.5},{"sentences":[{"text":"And what's the cancellation process in case if I want to move out?","start":655.5,"end":660.08,"sentiment":"neutral","sentiment_score":-0.07148797738437469},{"text":"How much I need to pay the cancellation charges?","start":660.495,"end":664.355,"sentiment":"neutral","sentiment_score":-0.04897895869281557},{"text":"Yeah.","start":737.595,"end":737.915,"sentiment":"neutral","sentiment_score":-0.030677074566483498},{"text":"So can I know what will be altogether amount in case if I want to cancel the Internet?","start":737.915,"end":746.415,"sentiment":"neutral","sentiment_score":-0.0945993477685584},{"text":"So I understood, like, the minimum service charge, one fifth and something plus discounted price for each month.","start":749.115,"end":756.15,"sentiment":"neutral","sentiment_score":-0.06091852134300603}],"sentiment":"neutral","sentiment_score":-0.0711890347933365,"num_words":59,"start":655.5,"end":756.15},{"sentences":[{"text":"Just wanted to know, like, what what is the total price I need to pay, and I can switch out I can cancel the service.","start":757.73004,"end":766.07,"sentiment":"neutral","sentiment_score":-0.12756143152713775},{"text":"If I get some better discount, then, yeah, I would probably keep continue.","start":794.40497,"end":798.26495,"sentiment":"neutral","sentiment_score":-0.03257307926049599},{"text":"Otherwise, I'm getting some better offer from my current mobile network provider, which is Vodafone.","start":798.32495,"end":805.46497,"sentiment":"neutral","sentiment_score":0.21779478192329407},{"text":"So I'm getting good discount there, and I didn't know all this sudden extra cost of the plan increment.","start":805.76495,"end":814.74,"sentiment":"neutral","sentiment_score":-0.000020476156159452596},{"text":"So $95 after one month, that's too much for me.","start":814.88,"end":819.94,"sentiment":"neutral","sentiment_score":0.03174286372959614}],"sentiment":"neutral","sentiment_score":-0.00034785974861645117,"num_words":82,"start":757.73004,"end":819.94},{"sentences":[{"text":"Well, I I did something.","start":832.905,"end":834.285,"sentiment":"neutral","sentiment_score":-0.22781583964824675},{"text":"So for example, from $79.95 to $95 $15 a month of increment in the plan, that's something, like, too much for me as per my usage.","start":834.81995,"end":848.5,"sentiment":"neutral","sentiment_score":-0.3057149677322461},{"text":"So if I look at the other service provider, Indian service provider, I'm getting same rate, like, less than $80.","start":848.5,"end":858.995,"sentiment":"neutral","sentiment_score":0.05278252940624952},{"text":"So I was happy with the previous amount which I was paying.","start":862.27997,"end":865.5,"sentiment":"positive","sentiment_score":0.3526541156073411},{"text":"If you can apply similar discount, then I would probably stay for this year and also definitely.","start":865.88,"end":873.01996,"sentiment":"positive","sentiment_score":0.4881189658361323}],"sentiment":"neutral","sentiment_score":0.056223175441846254,"num_words":80,"start":832.905,"end":873.01996},{"sentences":[{"text":"Sorry.","start":881.055,"end":881.555,"sentiment":"neutral","sentiment_score":-0.06922654807567596},{"text":"Come again?","start":881.615,"end":882.27496,"sentiment":"neutral","sentiment_score":-0.04233902506530285},{"text":"We have three.","start":888.8,"end":889.7,"sentiment":"neutral","sentiment_score":-0.002264597142736117},{"text":"Two to three people.","start":890.08,"end":891.22003,"sentiment":"neutral","sentiment_score":0.014324331656098366},{"text":"Yeah.","start":900.56,"end":900.88,"sentiment":"neutral","sentiment_score":0.014853215776383877}],"sentiment":"neutral","sentiment_score":-0.008049804293973879,"num_words":11,"start":881.055,"end":900.88},{"sentences":[{"text":"Mainly for browsing and streaming.","start":900.88,"end":902.9,"sentiment":"neutral","sentiment_score":0.009468532726168632},{"text":"No.","start":903.555,"end":903.795,"sentiment":"neutral","sentiment_score":-0.135989248752594},{"text":"We don't work at home.","start":903.795,"end":904.835,"sentiment":"neutral","sentiment_score":-0.10224238336086273},{"text":"So mainly for browsing and streaming.","start":904.835,"end":908.615,"sentiment":"neutral","sentiment_score":-0.03399887618919214},{"text":"Yes.","start":973.14996,"end":973.64996,"sentiment":"neutral","sentiment_score":0.0744926929473877}],"sentiment":"neutral","sentiment_score":-0.04051994811743498,"num_words":18,"start":900.88,"end":973.64996},{"sentences":[{"text":"Yeah.","start":974.91,"end":975.41,"sentiment":"neutral","sentiment_score":0.061937104910612106},{"text":"Not not much.","start":980.11,"end":981.89,"sentiment":"neutral","sentiment_score":-0.1436356653769811},{"text":"I will I will stick with the existing plan, like, existing speed, 50 MBPS.","start":999.4,"end":1004.38,"sentiment":"neutral","sentiment_score":0.13888046092220716},{"text":"So To to be honest, like, I I really like you guys' service, so I really don't want to leave unless if you guys provide me this discounted price and the better market price, you know.","start":1004.44,"end":1045.865,"sentiment":"neutral","sentiment_score":0.12363910561220513},{"text":"Otherwise, I might need to yeah.","start":1045.865,"end":1050.445,"sentiment":"neutral","sentiment_score":-0.17986063286662102}],"sentiment":"neutral","sentiment_score":0.0824533427755038,"num_words":60,"start":974.91,"end":1050.445},{"sentences":[{"text":"So to be honest, like, I'll I really like your guys' service.","start":1050.505,"end":1053.885,"sentiment":"neutral","sentiment_score":0.2956698586543401},{"text":"But all of a sudden of this increment, which I can't bear, and that's why I I had to call because previously, I was paying $67.80 doll $68 per month.","start":1054.2,"end":1068.5399,"sentiment":"neutral","sentiment_score":-0.29719264184435207},{"text":"And I was quite happy with those billing amount, but I just looked at this in the latest invoice which came yesterday and it made me surprised, which is pretty much $13 increment.","start":1069.9349,"end":1085.52,"sentiment":"neutral","sentiment_score":-0.21119411278403166},{"text":"So that's two.","start":1087.02,"end":1087.9199,"sentiment":"neutral","sentiment_score":0.02482826014359792},{"text":"For the previous discount price, which was 15%, I guess.","start":1122.18,"end":1126.825,"sentiment":"neutral","sentiment_score":-0.041981066763401034}],"sentiment":"neutral","sentiment_score":-0.14411900636994027,"num_words":88,"start":1050.505,"end":1126.825},{"sentences":[{"text":"Right?","start":1126.825,"end":1127.325,"sentiment":"neutral","sentiment_score":0.004566732794046402},{"text":"On on the standard price, like, on the so even if I consider the previous discount, I'll be still paying $80 per month, isn't it?","start":1129.465,"end":1145.03,"sentiment":"neutral","sentiment_score":-0.03528992109000683},{"text":"And this is the six months.","start":1218.7949,"end":1220.235,"sentiment":"neutral","sentiment_score":0.05366819413999716},{"text":"You mean end of What was my original yeah.","start":1220.235,"end":1233.84,"sentiment":"neutral","sentiment_score":-0.006657523103058338},{"text":"Yeah.","start":1233.84,"end":1234.34,"sentiment":"neutral","sentiment_score":0.008059486746788025}],"sentiment":"neutral","sentiment_score":-0.014465008352306626,"num_words":42,"start":1126.825,"end":1234.34},{"sentences":[{"text":"Oh, that's only three months additional.","start":1239.985,"end":1241.6849,"sentiment":"neutral","sentiment_score":-0.015236951721211275},{"text":"So that's only, like, $15.15, $15.45 dollar of discount.","start":1242.3849,"end":1247.445,"sentiment":"neutral","sentiment_score":0.009465577391286692},{"text":"Yeah.","start":1251.39,"end":1251.63,"sentiment":"neutral","sentiment_score":-0.021692709997296333},{"text":"If I can know all the cancellation charges, I will probably think for tonight and I'll make my decision.","start":1251.63,"end":1258.77,"sentiment":"neutral","sentiment_score":-0.1253487503058032},{"text":"But if you can contact with the accounting team and find out what will be the cancellation charges I I need to pay.","start":1258.8301,"end":1267.385,"sentiment":"neutral","sentiment_score":-0.14765944558641184}],"sentiment":"neutral","sentiment_score":-0.10009858151897788,"num_words":58,"start":1239.985,"end":1267.385},{"sentences":[{"text":"Well yeah.","start":1270.805,"end":1273.845,"sentiment":"neutral","sentiment_score":-0.10927724093198776},{"text":"So I appreciate your offer, three month additional discount, but it looks like it's still not worth it for me.","start":1273.845,"end":1281.6901,"sentiment":"negative","sentiment_score":-0.42021217867732047},{"text":"So I just want to cancel the service.","start":1281.6901,"end":1285.0701,"sentiment":"negative","sentiment_score":-0.439387921243906},{"text":"If you can let me know the cancellation charges, like, exit amount, and I will make my decision after the after that.","start":1286.49,"end":1297.3251,"sentiment":"neutral","sentiment_score":-0.17829034409739755},{"text":"Because as I said, like, even including 15% discount, the amount which I will be paying is a little bit higher than what I signed up.","start":1299.545,"end":1311.68,"sentiment":"negative","sentiment_score":-0.3896478471847681}],"sentiment":"negative","sentiment_score":-0.33578375669626087,"num_words":78,"start":1270.805,"end":1311.68},{"sentences":[{"text":"So and if I compare with the other provider, I'm getting fair bit price.","start":1311.68,"end":1318.4801,"sentiment":"negative","sentiment_score":-0.35441235985074726},{"text":"So I just want to think about this, you know.","start":1318.4801,"end":1321.6201,"sentiment":"neutral","sentiment_score":-0.2592462435364723},{"text":"Yep.","start":1326.525,"end":1327.025,"sentiment":"neutral","sentiment_score":-0.005828477442264557},{"text":"So for the router, I already for router, I already paid for six months.","start":1430.4501,"end":1436.155,"sentiment":"neutral","sentiment_score":0.0157038505588259},{"text":"Right?","start":1436.155,"end":1436.635,"sentiment":"neutral","sentiment_score":0.005391019396483898}],"sentiment":"neutral","sentiment_score":-0.18337047558743508,"num_words":40,"start":1311.68,"end":1436.635},{"sentences":[{"text":"Like, only the remaining six months, I need to pay for?","start":1436.635,"end":1441.135,"sentiment":"neutral","sentiment_score":-0.013150907375595787},{"text":"Yeah.","start":1496.935,"end":1497.3351,"sentiment":"neutral","sentiment_score":0.03421461209654808},{"text":"I want to stay even longer.","start":1497.3351,"end":1499.035,"sentiment":"neutral","sentiment_score":0.021242604901393253},{"text":"I want to stay longer with you guys.","start":1499.735,"end":1501.5751,"sentiment":"neutral","sentiment_score":-0.11179711995646358},{"text":"It's just like the price increment I'm not happy with.","start":1501.5751,"end":1505.1951,"sentiment":"negative","sentiment_score":-0.3691117227077484}],"sentiment":"neutral","sentiment_score":-0.12690233128766218,"num_words":36,"start":1436.635,"end":1505.1951},{"sentences":[{"text":"I understand there might be increment in the plans, but as a existing con customer, I should get some good fair of discount.","start":1505.46,"end":1514.9,"sentiment":"neutral","sentiment_score":0.0910978790210641},{"text":"So if you can give me, like, the good discount, I am still happy to stay connected.","start":1514.9,"end":1522.165,"sentiment":"positive","sentiment_score":0.40411098389064565},{"text":"Or otherwise, if you can email that cancellation charges, then I will pay that out, and I'll need to switch to them.","start":1523.1849,"end":1532.965,"sentiment":"neutral","sentiment_score":0.0068302764980630445},{"text":"See, to be honest, like, when I signed up, the price standard price was $79.95 per month, and I was getting 15% discount for six months.","start":1553.675,"end":1564.5901,"sentiment":"neutral","sentiment_score":-0.005576563927416618},{"text":"And I was sorry?","start":1565.6901,"end":1567.63,"sentiment":"neutral","sentiment_score":-0.055314114317297935}],"sentiment":"neutral","sentiment_score":0.09509953160000884,"num_words":92,"start":1505.46,"end":1567.63},{"sentences":[{"text":"No.","start":1571.8501,"end":1572.0901,"sentiment":"neutral","sentiment_score":-0.10253727436065674},{"text":"When I signed up, it was I'm pretty sure it was six months discount.","start":1572.0901,"end":1575.735,"sentiment":"neutral","sentiment_score":-0.05619351313050304},{"text":"Okay.","start":1602.3201,"end":1602.72,"sentiment":"neutral","sentiment_score":0.02581910602748394},{"text":"So three months 15% discount.","start":1602.72,"end":1604.8201,"sentiment":"neutral","sentiment_score":0.03695850670337677},{"text":"That means I was still okay to pay $79.95 dollar every month after three months, which is, let's say, from next month.","start":1605.485,"end":1617.665,"sentiment":"neutral","sentiment_score":0.033751853233711285}],"sentiment":"neutral","sentiment_score":0.0014861849418213201,"num_words":43,"start":1571.8501,"end":1617.665},{"sentences":[{"text":"But I just understood, like, after one or two months, I'll be paying $95.","start":1617.885,"end":1624.57,"sentiment":"neutral","sentiment_score":-0.13601819931396417},{"text":"So that's that's something too much for me.","start":1624.95,"end":1627.11,"sentiment":"negative","sentiment_score":-0.45711812004446983},{"text":"So if you can give some good discount, which I'll be paying $80.79 and 84 $80 a month, I'm still happy to stay connected.","start":1627.11,"end":1636.535,"sentiment":"positive","sentiment_score":0.3398668747395277},{"text":"You know what I mean?","start":1636.535,"end":1637.5951,"sentiment":"neutral","sentiment_score":0.06213287189602852},{"text":"Yeah.","start":1646.63,"end":1646.87,"sentiment":"neutral","sentiment_score":-0.0007932912558317184}],"sentiment":"neutral","sentiment_score":0.055874544446571514,"num_words":52,"start":1617.885,"end":1646.87},{"sentences":[{"text":"No.","start":1646.87,"end":1647.03,"sentiment":"neutral","sentiment_score":-0.10276611149311066},{"text":"I'm saying, like, until until my contract expires.","start":1647.03,"end":1649.91,"sentiment":"neutral","sentiment_score":-0.13038344215601683},{"text":"So it's not something until three months extended.","start":1649.91,"end":1653.29,"sentiment":"neutral","sentiment_score":-0.11538078542798758},{"text":"I'm just talking about, like because I I signed up for the one year contract until the end of June twenty twenty seven, if I get the same discounted price, which make me paying $80 a month, then I'm still happy.","start":1655.1101,"end":1671.455,"sentiment":"neutral","sentiment_score":-0.0027350556650539725},{"text":"I understand the price has increased and you guys providing the better service.","start":1671.455,"end":1676.1399,"sentiment":"neutral","sentiment_score":0.3311206285770123}],"sentiment":"neutral","sentiment_score":0.02990916840941973,"num_words":71,"start":1646.87,"end":1676.1399},{"sentences":[{"text":"So I'm still okay with that if you guys can work out that way, you know.","start":1676.1399,"end":1682.0,"sentiment":"neutral","sentiment_score":0.21083487197756767},{"text":"Yeah.","start":1691.285,"end":1691.525,"sentiment":"neutral","sentiment_score":0.088455431163311},{"text":"I'll I'll be waiting for your email or something.","start":1691.525,"end":1694.105,"sentiment":"neutral","sentiment_score":0.09229032198588054},{"text":"And if not, I'll give you a call again maybe tomorrow or the day after tomorrow.","start":1697.045,"end":1701.305,"sentiment":"neutral","sentiment_score":0.07342225941829383},{"text":"So okay.","start":1706.54,"end":1707.2,"sentiment":"neutral","sentiment_score":0.08720389008522034}],"sentiment":"neutral","sentiment_score":0.12821795935319227,"num_words":44,"start":1676.1399,"end":1707.2},{"sentences":[{"text":"Sure.","start":1707.34,"end":1707.84,"sentiment":"neutral","sentiment_score":-0.01296548079699278},{"text":"Alright.","start":1711.34,"end":1711.74,"sentiment":"neutral","sentiment_score":0.05965869128704071},{"text":"No worries.","start":1711.74,"end":1712.3,"sentiment":"neutral","sentiment_score":0.08400047570466995},{"text":"I'll wait for your email or call.","start":1712.3,"end":1713.9,"sentiment":"neutral","sentiment_score":0.11018772742577962},{"text":"Thank you.","start":1713.9,"end":1714.64,"sentiment":"positive","sentiment_score":0.5255970656871796}],"sentiment":"neutral","sentiment_score":0.15670787578878495,"num_words":13,"start":1707.34,"end":1714.64},{"sentences":[{"text":"No.","start":1718.905,"end":1719.065,"sentiment":"neutral","sentiment_score":-0.14911741018295288},{"text":"That's it for now.","start":1719.065,"end":1719.945,"sentiment":"neutral","sentiment_score":-0.04030116368085146},{"text":"Thanks for your help anyway.","start":1719.945,"end":1721.245,"sentiment":"positive","sentiment_score":0.5845945596694946},{"text":"Thank you.","start":1722.505,"end":1723.245,"sentiment":"positive","sentiment_score":0.5896408259868622},{"text":"Thanks, Miriam.","start":1729.105,"end":1730.085,"sentiment":"positive","sentiment_score":0.6281485259532928}],"sentiment":"positive","sentiment_score":0.3605878169515303,"num_words":14,"start":1718.905,"end":1730.085},{"sentences":[{"text":"Thanks.","start":1730.1449,"end":1730.6449,"sentiment":"positive","sentiment_score":0.6711149215698242},{"text":"Bye.","start":1731.345,"end":1731.845,"sentiment":"positive","sentiment_score":0.4806499183177948},{"text":"You too.","start":1733.7449,"end":1734.3049,"sentiment":"neutral","sentiment_score":0.29811234772205353},{"text":"Bye.","start":1734.3049,"end":1734.8049,"sentiment":"neutral","sentiment_score":-0.1152912825345993}],"sentiment":"neutral","sentiment_score":0.32653965055942535,"num_words":5,"start":1730.1449,"end":1734.8049}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel. My name is Mary. May I have your name, please?\n\nChannel 1: Hi, Maria. It's Jamal here. I've got my recent Internet bill, which is slightly higher than what I have been paying previously. I'm just wondering what reason of increment of the bill.\n\nChannel 0: I'll be more than happy to check on that for you. Could you please provide me the name associated on the account, please?\n\nChannel 1: California.\n\nChannel 0: I'm sorry. You the audio is kinda static.\n\nChannel 1: Sorry?\n\nChannel 0: The audio is kinda static. If you could check on your your speaker, please? Yes.\n\nChannel 1: Yep.\n\nChannel 0: Yes. That's better.\n\nChannel 1: Alright.\n\nChannel 0: Yeah. Could you provide me the name associated on the account, please?\n\nChannel 1: Yes. Dhaval, d h a v a l m a r v a n I y a.\n\nChannel 0: Hold on. Could you repeat that, please?\n\nChannel 1: DD hat AB\n\nChannel 0: I'm sorry.\n\nChannel 1: a.\n\nChannel 0: Could you hold on? Could you spell it out for me phonetically, like, b for bravo, like that\n\nChannel 1: Okay.\n\nChannel 0: so that\n\nChannel 1: The\n\nChannel 0: I'll will be\n\nChannel 1: if do you do you need the account number?\n\nChannel 0: No. No. No. Your name.\n\nChannel 1: Okay. D for delta, H for hexagon, A for alpha, V for Victor, A for alpha, L for Lima.\n\nChannel 0: Thank you so much, Davao. Already have your account pulled up. And, yes, again, as we mentioned, you're having an inquiry about your current invoice. Correct?\n\nChannel 1: That's right.\n\nChannel 0: Yeah. Just give me one second, and let me take a look into your account.\n\nChannel 1: Yep.\n\nChannel 0: Alright? So your current plan is a 50 MBTS NBN. Alright. So for this one, yeah, well, I really understand that you're previously paying cheaper than the plan. We want to set you proper expectation that starting October 1, our plan has had some changes, and the current plan right now for $50 is on our new website is currently $95.\n\nSo your let me just take a look on your current invoice. So your current invoice still has an a this applied discounted price for 15% discount. We'll we'll not take that out from you. But for the retail price or the standard price, the standard price for your current plan will be $95 standard.\n\nChannel 1: What was that previously?\n\nChannel 0: Previously let me go ahead and check here.\n\nChannel 1: Actually,\n\nChannel 0: One moment,\n\nChannel 1: previously,\n\nChannel 0: please.\n\nChannel 1: it was 79 to 95.\n\nChannel 0: Hold on, please. One moment. So 50 yeah. It's $79.95. And, yeah, please note that we've recently experienced an increase in the cost associated with maintaining and providing our network services.\n\nAs a result, we had to make a small adjustment to our pricing. But rest assured that your account is still discounted. Your this will let me just check here. So this yours your discounted price will continue until November. So until November 30, you still have your 15% discount following our standard price for $95.\n\nI do apologize for this, devil.\n\nChannel 1: Well,\n\nChannel 0: Rest assure\n\nChannel 1: the thing is when I when I signed up with the well, signed up with you guys, the plan which I signed up was $79.95 for six months at least, 15% discount. And then after\n\nChannel 0: No. I do apologize. It was actually a $79.95, and it's let me go back to your 50. It's for twelve month contract. It's 15% discount for the first three months.\n\nChannel 1: For six months. Right?\n\nChannel 0: No. For three months since your plan is under twelve months contract. Your current plan is NBN, NBN 50 MBPS. And, previously, when you signed up with us, we offered a first three months discount for 15% discount. While I understand that this is a sudden change double, I know that this price is something you'd want to know about.\n\nAnd the adjustment allows us to continue investing in the network and supporting the service that that you rely on and also while maintaining the same level of support and service quality.\n\nChannel 1: No. But the thing is the plan which was 79 or 95, it suddenly goes to $95. That means from next month, I'll be paying $95 per month for the same plan. Is it?\n\nChannel 0: No. You still have a discounted amount for 15% until November. So until November, you will still receive an invoice with the same price for $80.75 Because your the third month of your discount for 15% is up until November.\n\nChannel 1: The other thing, when I check your website online, the NBN 50 plan is still under 79.95. So how come\n\nChannel 0: Yeah.\n\nChannel 1: it has\n\nChannel 0: For\n\nChannel 1: increased to\n\nChannel 0: for\n\nChannel 1: 90\n\nChannel 0: that\n\nChannel 1: five?\n\nChannel 0: for that one, Davao, since we also have launched recently launched our new website, We have a new website, and your the current website that you're currently seeing right now is is under request for removal. You could review and check our prices or updated plans and prices under our new website, which is airtel.au. It's the same airtel.au with the most upgraded plans and prices so that you can also be most updated with our promotions as well. So airtel.net.au, the one that you're currently looking right now is under review for is under already request for a removal. You may access our new website, airtel.au, moving forward.\n\nI really do apologize for everything that's been confusing you, Davao.\n\nChannel 1: Okay. So as per my current as per my contract, for next month, I'll still get 15% of discount until November. And\n\nChannel 0: Yeah.\n\nChannel 1: then\n\nChannel 0: November.\n\nChannel 1: after, I'll be paying $95 per month. Right?\n\nChannel 0: You'll be paying $95 per month after November, which is the month for December. So December moving forward, your standard plan for 50 m p s will be $95.\n\nChannel 1: And when does my contract expires?\n\nChannel 0: Your contract expires to the end of month of July 2027.\n\nChannel 1: End\n\nChannel 0: Hold\n\nChannel 1: of\n\nChannel 0: on.\n\nChannel 1: July.\n\nChannel 0: No worries. Sorry. Sorry. Hold on. Your end of oh, sorry.\n\nIt's 06/23/2027. Just give me\n\nChannel 1: '20\n\nChannel 0: one second.\n\nChannel 1: third\n\nChannel 0: Hold\n\nChannel 1: of\n\nChannel 0: on.\n\nChannel 1: June.\n\nChannel 0: Hold on. Let me just check here. Davao, can you hear me?\n\nChannel 1: Yes.\n\nChannel 0: That bell. Correct?\n\nChannel 1: Yes.\n\nChannel 0: Yes. So upon checking on your let me see here. Just making sure that everything is done properly. So, yeah, it's up until November. So for the month of December, you'll be starting your standard plan with the regular price or the standard price for $95.\n\nChannel 1: Until my contract ends, which is\n\nChannel 0: No.\n\nChannel 1: end of June twenty\n\nChannel 0: No. No.\n\nChannel 1: '27. Right?\n\nChannel 0: No. No. Yeah. The standard price until June of twenty third 2027. That's\n\nChannel 1: Okay. And what's the cancellation process in case if I want to move out? How much I\n\nChannel 0: correct.\n\nChannel 1: need to pay the cancellation charges?\n\nChannel 0: The cancellation charges if you're looking into canceling your contract, we advise you to please take into consideration with anything because early termination is I mean, amounts $120 per twelve month contract. And, also and the other charges applied to your terms and service. Let's say, for example, you were discounted for a specific month. I mean, as per the terms and service that you signed up, the discounted amount the discounted amount that you had with us will also be charged on your early termination charges if the term is canceled before your contract ends. So that's the early termination fee plus the applied this the applied charges from your terms and services, which are which includes your discounted amount per month?\n\nChannel 1: Yeah. So\n\nChannel 0: Well,\n\nChannel 1: can I know what will be altogether amount in case if I want to cancel the Internet? So I understood, like, the minimum service charge, one fifth and something plus discounted price for each month. Just wanted to know, like, what what is the total price I need to pay, and I can switch out I can cancel the service.\n\nChannel 0: Oh, I'm so sorry to hear that. Would you wanna take consideration and think of it for the meantime? Because I'm sure paying for the early termination fee will you know, then staying with us with your current discounted. We can also take a look into this if we could provide you extended discount on your contract. Let's say, additional discounted amount\n\nChannel 1: If I get\n\nChannel 0: so\n\nChannel 1: some\n\nChannel 0: that\n\nChannel 1: better discount, then, yeah, I would probably keep continue. Otherwise, I'm getting some better offer from\n\nChannel 0: Mhmm.\n\nChannel 1: my current mobile network provider, which is Vodafone. So I'm getting good discount there,\n\nChannel 0: Mhmm.\n\nChannel 1: and I didn't know all this sudden extra cost of the plan increment. So $95 after one month, that's\n\nChannel 0: Yeah.\n\nChannel 1: too\n\nChannel 0: Alright.\n\nChannel 1: much for\n\nChannel 0: So\n\nChannel 1: me.\n\nChannel 0: if we extend your discount for three months for 15% from the standard plan, would you please could you please consider staying with us until your contract finishes?\n\nChannel 1: Well, I I did something. So for example, from $79.95 to $95 $15 a month of increment in the plan, that's something, like, too much for me as per my usage. So if I look at the other service provider, Indian service provider, I'm getting same rate, like, less than $80. So I was happy with the previous amount which I was paying. If you can apply similar discount, then I would probably stay for this year and\n\nChannel 0: Dabel,\n\nChannel 1: also definitely.\n\nChannel 0: if I'm if I'm asked how many Internet user usually use your Internet on a daily basis?\n\nChannel 1: Sorry. Come again?\n\nChannel 0: How many users usually use the Internet in a in a daily\n\nChannel 1: We\n\nChannel 0: basis?\n\nChannel 1: have three. Two to three people.\n\nChannel 0: Three. And if I may ask, how are you using your Internet? Do you only use it for browsing, standard streaming?\n\nChannel 1: Yeah.\n\nChannel 0: Do you\n\nChannel 1: Mainly\n\nChannel 0: also\n\nChannel 1: for browsing\n\nChannel 0: work at\n\nChannel 1: and\n\nChannel 0: home?\n\nChannel 1: streaming. No. We don't work at home. So mainly for browsing and\n\nChannel 0: Let\n\nChannel 1: streaming.\n\nChannel 0: me just take a look into this. Okay? Hold on. And how was your current Internet connection with because I just want to make sure. I mean, I just wanna check with this one.\n\nHold on. Okay. I'm seeing here that if these three user usually, you know, using the Internet at the same time.\n\nChannel 1: Yes. Yeah.\n\nChannel 0: Do you also do online gaming? Uploading large\n\nChannel 1: Not\n\nChannel 0: files and all?\n\nChannel 1: not much.\n\nChannel 0: Mhmm. I see. For this one, we if you could also consider downgrading the service, that's 25 Mbps. You can still do browsing, do video streaming so that\n\nChannel 1: I will I will stick with the existing plan, like, existing speed,\n\nChannel 0: okay.\n\nChannel 1: 50 MBPS.\n\nChannel 0: Alright.\n\nChannel 1: So\n\nChannel 0: Okay. So as I mentioned earlier, if we could offer you an extended discount for your current plan, like, say, for example, for, like, another 15% discount for your future month, would you be able I mean, would you consider staying with us? Because we wanna keep customer like you. We really do appreciate you staying with Airtel. Well, we understand that this is a sudden price increase.\n\nPlease rest assured that\n\nChannel 1: To to be honest, like, I I really like you guys' service, so I really don't want to leave unless if you guys provide me this discounted price and the better market price, you know. Otherwise, I might need to yeah. So to be honest, like, I'll I really like your guys' service. But all of a sudden of this increment, which I can't bear, and that's why I I had to call because previously, I was paying $67.80 doll $68 per month. And I was quite happy with those billing amount, but I just looked at this in the latest invoice which came yesterday and it made me surprised, which is pretty much $13 increment.\n\nChannel 0: Yeah.\n\nChannel 1: So that's\n\nChannel 0: I really\n\nChannel 1: two.\n\nChannel 0: understand. I I really understand. But rest assured that this is for I'm looking in on the for the adjustment allows us to continue, yeah, investing the network, making sure that you continue the well service that you really love while maintaining the same level of support and service quality. I'll go ahead and extend your if it's possible for you to extend the discounted price so that you can stay for until you completed your contract level. How's that\n\nChannel 1: For the previous discount price, which was 15%, I guess. Right?\n\nChannel 0: sound? Yeah. 15\n\nChannel 1: On\n\nChannel 0: percent discount.\n\nChannel 1: on the standard price, like, on the\n\nChannel 0: Yes.\n\nChannel 1: so even if I consider the previous discount, I'll be still paying $80 per month, isn't it?\n\nChannel 0: If you cancel your plan, the charge will only be from the standard plan. Let's say, for example, standard plan was before $79.95 and you receive a discount, the you'll be charged for the previous price, which is the $79.95. However, if for this month, you the discounted plan will be based from the standard price, $95 from our new website. But if, I really wanted to keep a customer like you. You've been a good customer with us since you joined Airtel.\n\nThat's why I'm offering you a 15% discount from the standard plan the standard price up until additional, let's say, roughly, probably, let's say, three months for 15% discount so that you can still continue your 15% discount for six months.\n\nChannel 1: And this is the six months. You mean end of\n\nChannel 0: So November let's say November is your was to November is supposed to\n\nChannel 1: What\n\nChannel 0: be\n\nChannel 1: was\n\nChannel 0: your\n\nChannel 1: my\n\nChannel 0: last\n\nChannel 1: original\n\nChannel 0: month to have\n\nChannel 1: yeah. Yeah.\n\nChannel 0: yeah. So November so that's going to be December, January, and February.\n\nChannel 1: Oh, that's only three months additional. So that's only, like, $15.15, $15.45 dollar of discount. Yeah. If I can know all the cancellation charges, I will probably think for tonight and I'll make my decision. But if you can contact with the accounting team and find out what will be the cancellation charges I I need to pay.\n\nChannel 0: I'm sorry? Sorry. Could you\n\nChannel 1: Well\n\nChannel 0: repeat could you please repeat that?\n\nChannel 1: yeah. So I appreciate your offer, three month additional discount, but it looks like it's still not worth it for me. So I just want to cancel the service. If you can let me know the cancellation charges, like, exit amount, and I will\n\nChannel 0: Mhmm.\n\nChannel 1: make my decision after the after that. Because as I said, like, even including 15% discount, the amount which I will be paying is a little bit higher than what I signed up. So and if I compare with the other provider, I'm getting fair bit price. So I just want to think about this, you know.\n\nChannel 0: Yeah. Let me just go ahead and check this. Okay? Hold on.\n\nChannel 1: Yep.\n\nChannel 0: This is only an estimate. It's $143.85. Again, this is only an estimate. I just rely on your current billing statement and on your account. This include the early termination fee and the applied charges re added on your terms and service.\n\nThis also include the discounts. And since you also have a router, you will also get hold on. Since you also receive a free router, you will also get charged for the router. Our router usually our router amount is one second, please. That's $139.95.\n\nSo plus $1.39.95. So estimated amount for early termination charging charges included including the applied services, and this includes the discount that we've mentioned earlier and also the router. It's\n\nChannel 1: So for\n\nChannel 0: a total\n\nChannel 1: the router,\n\nChannel 0: of 200\n\nChannel 1: I already\n\nChannel 0: 83 doll\n\nChannel 1: for router, I already paid for six months. Right? Like, only the remaining six months, I need to pay for?\n\nChannel 0: No. For the router, it's you're not paying for the router monthly. So the payment that you're paying monthly is not included with the router. The router is actually free of charge. However, if in any case that the contract is was canceled prematurely according to the terms and service terms and conditions, you will need to pay for the router.\n\nSo which cost $139 and some cents. So that's why we came up for a total of $283.08. So if you would take into consideration staying with us, instead of paying a one time 200 an estimate $283, we are more than happy to welcome you level. We wanna make sure that you stay with us until your contract ends. If\n\nChannel 1: Yeah. I\n\nChannel 0: you\n\nChannel 1: want\n\nChannel 0: could\n\nChannel 1: to\n\nChannel 0: give\n\nChannel 1: stay\n\nChannel 0: us\n\nChannel 1: even\n\nChannel 0: a chance.\n\nChannel 1: longer. I want to stay longer with you guys. It's just like the price increment I'm not happy with. I understand there might be increment in the plans, but as a existing con customer, I should get some good fair of discount. So if you can give me, like, the good discount, I am still happy to stay connected.\n\nOr otherwise, if you can email that cancellation charges, then I will pay that out, and\n\nChannel 0: Can\n\nChannel 1: I'll need\n\nChannel 0: you tell\n\nChannel 1: to switch\n\nChannel 0: me what,\n\nChannel 1: to them.\n\nChannel 0: I mean, your preferred discount for you to stay? I I you know, I I I cannot promise you anything, but I'm just asking question so that we could see if we could still match your preferred discount. I offered earlier an additional or an extension of the 6% discount.\n\nChannel 1: See, to be honest, like, when I signed up, the price standard price was $79.95 per month, and I was getting 15% discount for six months.\n\nChannel 0: No. For three\n\nChannel 1: And\n\nChannel 0: months.\n\nChannel 1: I was sorry?\n\nChannel 0: No. It's 15% for three months.\n\nChannel 1: No. When I signed up, it was I'm pretty sure it was six months discount.\n\nChannel 0: Let me check. No. It's for three months. If you could go back to our old website, under twelve months, contract customer gets three months 15% discount. It's three months.\n\nChannel 1: Okay. So three months 15% discount. That means I was still okay to pay $79.95 dollar every month after three months,\n\nChannel 0: Mhmm.\n\nChannel 1: which is, let's say, from next month. But I just understood, like, after one or two months, I'll be paying $95. So that's that's something too much for me. So if you can give some good discount, which I'll be paying $80.79 and 84 $80 a month, I'm still happy to stay connected. You know what I mean?\n\nChannel 0: Yeah. Well, the 15% of the $95 is $80 and something. It's just\n\nChannel 1: Yeah. No.\n\nChannel 0: additional\n\nChannel 1: I'm saying, like, until until my contract expires. So it's not something until three months extended. I'm just talking about, like because I I signed up for the one year contract until\n\nChannel 0: mhmm.\n\nChannel 1: the end of June twenty twenty seven, if I get the same discounted price, which make me paying $80 a month, then I'm still\n\nChannel 0: Mhmm.\n\nChannel 1: happy. I understand the price has increased and you guys providing the better service. So I'm still okay with that if you guys can work out that way, you know.\n\nChannel 0: Mhmm. Yeah. We'll check we'll look take a look into this. We'll maximize our resources, and we'll give you an update regarding this. Okay?\n\nChannel 1: Yeah. I'll I'll be waiting for your email or something.\n\nChannel 0: Yeah.\n\nChannel 1: And if not, I'll give you a call again maybe tomorrow or the day after tomorrow.\n\nChannel 0: Yeah. I'll also try to call you back within the day.\n\nChannel 1: So\n\nChannel 0: And\n\nChannel 1: okay.\n\nChannel 0: if I\n\nChannel 1: Sure.\n\nChannel 0: won't be able to reach you, I'll go ahead and send you an email as well.\n\nChannel 1: Alright. No worries. I'll wait for your email or call. Thank you.\n\nChannel 0: Alright. Thank you so much, Dava. Is there anything else I can help you with?\n\nChannel 1: No. That's it for now. Thanks for your help anyway.\n\nChannel 0: Thank you so much\n\nChannel 1: Thank\n\nChannel 0: for\n\nChannel 1: you.\n\nChannel 0: your consideration. Let rest assured that I will take a look into this to give you the best prices. Okay?\n\nChannel 1: Thanks, Miriam. Thanks.\n\nChannel 0: Thank you.\n\nChannel 1: Bye.\n\nChannel 0: Have a great day. Goodbye for now.\n\nChannel 1: You too. Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":1.52,"end":2.8,"sentiment":"positive","sentiment_score":0.5716583609580994},{"text":"My name is Mary.","start":2.8,"end":3.6799998,"sentiment":"positive","sentiment_score":0.5123818218708038},{"text":"May I have your name, please?","start":3.6799998,"end":4.9,"sentiment":"positive","sentiment_score":0.3691167136033376}],"sentiment":"positive","sentiment_score":0.47483462492624917,"channel":0,"num_words":15,"start":1.52,"end":4.9},{"sentences":[{"text":"Hi, Maria.","start":5.8399997,"end":6.48,"sentiment":"neutral","sentiment_score":0.03425857424736023},{"text":"It's Jamal here.","start":6.48,"end":7.62,"sentiment":"neutral","sentiment_score":0.03335306358834108},{"text":"I've got my recent Internet bill, which is slightly higher than what I have been paying previously.","start":9.92,"end":16.185,"sentiment":"neutral","sentiment_score":-0.18837271148667617},{"text":"I'm just wondering what reason of increment of the bill.","start":17.765,"end":20.824999,"sentiment":"neutral","sentiment_score":-0.17257380336523057}],"sentiment":"neutral","sentiment_score":-0.14873430592706427,"channel":1,"num_words":32,"start":5.8399997,"end":20.824999},{"sentences":[{"text":"I'll be more than happy to check on that for you.","start":22.235,"end":24.235,"sentiment":"positive","sentiment_score":0.5587186406959187},{"text":"Could you please provide me the name associated on the account, please?","start":24.235,"end":27.615,"sentiment":"neutral","sentiment_score":0.0682102149973313}],"sentiment":"neutral","sentiment_score":0.3028012012010035,"channel":0,"num_words":23,"start":22.235,"end":27.615},{"sentences":[{"text":"California.","start":28.619999,"end":29.119999,"sentiment":"neutral","sentiment_score":-0.049376316368579865}],"sentiment":"neutral","sentiment_score":-0.049376316368579865,"channel":1,"num_words":1,"start":28.619999,"end":29.119999},{"sentences":[{"text":"I'm sorry.","start":31.400002,"end":31.960001,"sentiment":"neutral","sentiment_score":-0.12859069555997849},{"text":"You the audio is kinda static.","start":31.960001,"end":33.74,"sentiment":"neutral","sentiment_score":-0.27867310245831806}],"sentiment":"neutral","sentiment_score":-0.24115250073373318,"channel":0,"num_words":8,"start":31.400002,"end":33.74},{"sentences":[{"text":"Sorry?","start":35.5,"end":36.0,"sentiment":"neutral","sentiment_score":-0.16201291978359222}],"sentiment":"neutral","sentiment_score":-0.16201291978359222,"channel":1,"num_words":1,"start":35.5,"end":36.0},{"sentences":[{"text":"The audio is kinda static.","start":37.16,"end":38.68,"sentiment":"neutral","sentiment_score":-0.15146027505397797},{"text":"If you could check on your your speaker, please?","start":38.68,"end":47.615,"sentiment":"neutral","sentiment_score":-0.07911998571621047},{"text":"Yes.","start":49.035004,"end":49.535004,"sentiment":"neutral","sentiment_score":0.015071937814354897}],"sentiment":"neutral","sentiment_score":-0.09695395392676194,"channel":0,"num_words":15,"start":37.16,"end":49.535004},{"sentences":[{"text":"Yep.","start":49.485,"end":49.985,"sentiment":"neutral","sentiment_score":0.03569503873586655}],"sentiment":"neutral","sentiment_score":0.03569503873586655,"channel":1,"num_words":1,"start":49.485,"end":49.985},{"sentences":[{"text":"Yes.","start":50.955,"end":51.355,"sentiment":"neutral","sentiment_score":0.06674084067344666},{"text":"That's better.","start":51.355,"end":52.255,"sentiment":"neutral","sentiment_score":0.1127961277961731}],"sentiment":"neutral","sentiment_score":0.09744436542193095,"channel":0,"num_words":3,"start":50.955,"end":52.255},{"sentences":[{"text":"Alright.","start":52.605,"end":53.105,"sentiment":"neutral","sentiment_score":0.07669509947299957}],"sentiment":"neutral","sentiment_score":0.07669509947299957,"channel":1,"num_words":1,"start":52.605,"end":53.105},{"sentences":[{"text":"Yeah.","start":53.435,"end":53.935,"sentiment":"neutral","sentiment_score":0.0582478903234005},{"text":"Could you provide me the name associated on the account, please?","start":54.315002,"end":57.375,"sentiment":"neutral","sentiment_score":0.04606889933347702}],"sentiment":"neutral","sentiment_score":0.047083815249303974,"channel":0,"num_words":12,"start":53.435,"end":57.375},{"sentences":[{"text":"Yes.","start":57.64,"end":58.14,"sentiment":"neutral","sentiment_score":0.028757965192198753},{"text":"Dhaval, d h a v a l m a r v a n I y a.","start":58.2,"end":68.38,"sentiment":"neutral","sentiment_score":0.012377697537885979}],"sentiment":"neutral","sentiment_score":0.013341242694022024,"channel":1,"num_words":17,"start":57.64,"end":68.38},{"sentences":[{"text":"Hold on.","start":69.23,"end":69.95,"sentiment":"neutral","sentiment_score":-0.00454037357121706},{"text":"Could you repeat that, please?","start":69.95,"end":71.25,"sentiment":"neutral","sentiment_score":-0.0036953367292881013}],"sentiment":"neutral","sentiment_score":-0.00393677582698209,"channel":0,"num_words":7,"start":69.23,"end":71.25},{"sentences":[{"text":"DD hat AB","start":72.255,"end":76.835,"sentiment":"neutral","sentiment_score":-0.0051675344196458655}],"sentiment":"neutral","sentiment_score":-0.0051675344196458655,"channel":1,"num_words":3,"start":72.255,"end":76.835},{"sentences":[{"text":"I'm sorry.","start":76.945,"end":77.604996,"sentiment":"neutral","sentiment_score":-0.027431409806013107}],"sentiment":"neutral","sentiment_score":-0.027431409806013107,"channel":0,"num_words":2,"start":76.945,"end":77.604996},{"sentences":[{"text":"a.","start":77.375,"end":77.875,"sentiment":"neutral","sentiment_score":-0.010489123873412607}],"sentiment":"neutral","sentiment_score":-0.010489123873412607,"channel":1,"num_words":1,"start":77.375,"end":77.875},{"sentences":[{"text":"Could you hold on?","start":78.225,"end":79.424995,"sentiment":"neutral","sentiment_score":-0.010578421875834465},{"text":"Could you spell it out for me phonetically, like, b for bravo, like that","start":79.424995,"end":85.424995,"sentiment":"neutral","sentiment_score":-0.0008732170598315341}],"sentiment":"neutral","sentiment_score":-0.0030299292411655188,"channel":0,"num_words":18,"start":78.225,"end":85.424995},{"sentences":[{"text":"Okay.","start":85.350006,"end":85.850006,"sentiment":"neutral","sentiment_score":0.010448109358549118}],"sentiment":"neutral","sentiment_score":0.010448109358549118,"channel":1,"num_words":1,"start":85.350006,"end":85.850006},{"sentences":[{"text":"so that","start":85.424995,"end":85.985,"sentiment":"neutral","sentiment_score":0.004460969474166632}],"sentiment":"neutral","sentiment_score":0.004460969474166632,"channel":0,"num_words":2,"start":85.424995,"end":85.985},{"sentences":[{"text":"The","start":85.91,"end":86.41,"sentiment":"neutral","sentiment_score":0.0018046759068965912}],"sentiment":"neutral","sentiment_score":0.0018046759068965912,"channel":1,"num_words":1,"start":85.91,"end":86.41},{"sentences":[{"text":"I'll will be","start":85.985,"end":87.205,"sentiment":"neutral","sentiment_score":0.008984798875947794}],"sentiment":"neutral","sentiment_score":0.008984798875947794,"channel":0,"num_words":3,"start":85.985,"end":87.205},{"sentences":[{"text":"if do you do you need the account number?","start":87.03001,"end":89.21001,"sentiment":"neutral","sentiment_score":-0.0071011874824762344}],"sentiment":"neutral","sentiment_score":-0.0071011874824762344,"channel":1,"num_words":9,"start":87.03001,"end":89.21001},{"sentences":[{"text":"No.","start":90.909996,"end":91.15,"sentiment":"neutral","sentiment_score":-0.0776483565568924},{"text":"No.","start":91.15,"end":91.31,"sentiment":"neutral","sentiment_score":-0.07130127400159836},{"text":"No.","start":91.31,"end":91.63,"sentiment":"neutral","sentiment_score":-0.07012219727039337},{"text":"Your name.","start":91.63,"end":92.369995,"sentiment":"neutral","sentiment_score":-0.06607802957296371}],"sentiment":"neutral","sentiment_score":-0.07024557739496232,"channel":0,"num_words":5,"start":90.909996,"end":92.369995},{"sentences":[{"text":"Okay.","start":93.11,"end":93.61,"sentiment":"neutral","sentiment_score":-0.02393088862299919},{"text":"D for delta, H for hexagon, A for alpha, V for Victor, A for alpha, L for Lima.","start":94.310005,"end":107.465,"sentiment":"neutral","sentiment_score":-0.0071690598916676306}],"sentiment":"neutral","sentiment_score":-0.008051261403842977,"channel":1,"num_words":19,"start":93.11,"end":107.465},{"sentences":[{"text":"Thank you so much, Davao.","start":108.435,"end":110.134995,"sentiment":"positive","sentiment_score":0.43040346503257754},{"text":"Already have your account pulled up.","start":110.755,"end":112.595,"sentiment":"neutral","sentiment_score":0.2181061456600825},{"text":"And, yes, again, as we mentioned, you're having an inquiry about your current invoice.","start":112.595,"end":121.61,"sentiment":"neutral","sentiment_score":0.04776290112308094},{"text":"Correct?","start":121.61,"end":122.11,"sentiment":"neutral","sentiment_score":0.0380423478782177}],"sentiment":"neutral","sentiment_score":0.16028373702787435,"channel":0,"num_words":26,"start":108.435,"end":122.11},{"sentences":[{"text":"That's right.","start":122.744995,"end":123.485,"sentiment":"neutral","sentiment_score":0.05570932477712631}],"sentiment":"neutral","sentiment_score":0.05570932477712631,"channel":1,"num_words":2,"start":122.744995,"end":123.485},{"sentences":[{"text":"Yeah.","start":124.170006,"end":124.490005,"sentiment":"neutral","sentiment_score":0.07374249398708344},{"text":"Just give me one second, and let me take a look into your account.","start":124.490005,"end":130.605,"sentiment":"neutral","sentiment_score":0.07220953756145068}],"sentiment":"neutral","sentiment_score":0.07231173465649286,"channel":0,"num_words":15,"start":124.170006,"end":130.605},{"sentences":[{"text":"Yep.","start":130.425,"end":130.925,"sentiment":"neutral","sentiment_score":0.05400993674993515}],"sentiment":"neutral","sentiment_score":0.05400993674993515,"channel":1,"num_words":1,"start":130.425,"end":130.925},{"sentences":[{"text":"Alright?","start":130.845,"end":131.345,"sentiment":"neutral","sentiment_score":0.044117651879787445},{"text":"So your current plan is a 50 MBTS NBN.","start":133.805,"end":138.14499,"sentiment":"neutral","sentiment_score":0.013873552489611838},{"text":"Alright.","start":139.885,"end":140.28499,"sentiment":"neutral","sentiment_score":0.06913232803344727},{"text":"So for this one, yeah, well, I really understand that you're previously paying cheaper than the plan.","start":140.28499,"end":147.33,"sentiment":"neutral","sentiment_score":0.02669781884726356},{"text":"We want to set you proper expectation that starting October 1, our plan has had some changes, and the current plan right now for $50 is on our new website is currently $95.","start":148.35,"end":167.52501,"sentiment":"neutral","sentiment_score":0.03337404549573407}],"sentiment":"neutral","sentiment_score":0.029398661870204033,"channel":0,"num_words":61,"start":130.845,"end":167.52501},{"sentences":[{"text":"So your let me just take a look on your current invoice.","start":167.82501,"end":175.29,"sentiment":"neutral","sentiment_score":0.039105178167422615},{"text":"So your current invoice still has an a this applied discounted price for 15% discount.","start":175.59,"end":182.40999,"sentiment":"neutral","sentiment_score":0.006528259441256523},{"text":"We'll we'll not take that out from you.","start":182.47,"end":185.535,"sentiment":"neutral","sentiment_score":-0.08894571394193918},{"text":"But for the retail price or the standard price, the standard price for your current plan will be $95 standard.","start":186.49501,"end":194.755,"sentiment":"neutral","sentiment_score":0.07537104766815901}],"sentiment":"neutral","sentiment_score":0.024782568571919746,"channel":0,"num_words":55,"start":167.82501,"end":194.755},{"sentences":[{"text":"What was that previously?","start":197.16,"end":198.38,"sentiment":"neutral","sentiment_score":0.0015769042074680328}],"sentiment":"neutral","sentiment_score":0.0015769042074680328,"channel":1,"num_words":4,"start":197.16,"end":198.38},{"sentences":[{"text":"Previously let me go ahead and check 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moment,","start":219.705,"end":220.265,"sentiment":"neutral","sentiment_score":0.002702034544199705}],"sentiment":"neutral","sentiment_score":0.002702034544199705,"channel":0,"num_words":2,"start":219.705,"end":220.265},{"sentences":[{"text":"previously,","start":220.09,"end":220.59,"sentiment":"neutral","sentiment_score":-0.0021743206307291985}],"sentiment":"neutral","sentiment_score":-0.0021743206307291985,"channel":1,"num_words":1,"start":220.09,"end":220.59},{"sentences":[{"text":"please.","start":220.265,"end":220.765,"sentiment":"neutral","sentiment_score":-0.002163996919989586}],"sentiment":"neutral","sentiment_score":-0.002163996919989586,"channel":0,"num_words":1,"start":220.265,"end":220.765},{"sentences":[{"text":"it was 79 to 95.","start":220.65,"end":223.15,"sentiment":"neutral","sentiment_score":-0.006010115705430507}],"sentiment":"neutral","sentiment_score":-0.006010115705430507,"channel":1,"num_words":5,"start":220.65,"end":223.15},{"sentences":[{"text":"Hold on, 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rest assured that your account is still discounted.","start":278.655,"end":280.995,"sentiment":"neutral","sentiment_score":0.19490433235963187},{"text":"Your this will let me just check here.","start":282.96,"end":289.46,"sentiment":"neutral","sentiment_score":0.12259312067180872},{"text":"So this yours your discounted price will continue until November.","start":291.03998,"end":296.18,"sentiment":"neutral","sentiment_score":0.2604591935873032},{"text":"So until November 30, you still have your 15% discount following our standard price for $95.","start":297.095,"end":304.535,"sentiment":"neutral","sentiment_score":0.22897653840482235}],"sentiment":"neutral","sentiment_score":0.08542762949530568,"channel":0,"num_words":56,"start":274.175,"end":304.535},{"sentences":[{"text":"I do apologize for this, devil.","start":304.535,"end":307.275,"sentiment":"negative","sentiment_score":-0.3473787307739258}],"sentiment":"negative","sentiment_score":-0.3473787307739258,"channel":0,"num_words":6,"start":304.535,"end":307.275},{"sentences":[{"text":"Well,","start":307.15002,"end":307.65002,"sentiment":"neutral","sentiment_score":-0.011172223836183548}],"sentiment":"neutral","sentiment_score":-0.011172223836183548,"channel":1,"num_words":1,"start":307.15002,"end":307.65002},{"sentences":[{"text":"Rest assure","start":307.575,"end":308.315,"sentiment":"neutral","sentiment_score":0.10266419872641563}],"sentiment":"neutral","sentiment_score":0.10266419872641563,"channel":0,"num_words":2,"start":307.575,"end":308.315},{"sentences":[{"text":"the thing is when I when I signed up with the well, signed up with you guys, the plan which I signed up was $79.95 for six months at least, 15% discount.","start":309.245,"end":321.105,"sentiment":"neutral","sentiment_score":0.03528526215814054},{"text":"And then after","start":321.79,"end":322.86002,"sentiment":"neutral","sentiment_score":-0.020504359155893326}],"sentiment":"neutral","sentiment_score":0.030503294616937637,"channel":1,"num_words":35,"start":309.245,"end":322.86002},{"sentences":[{"text":"No.","start":322.38998,"end":322.88998,"sentiment":"neutral","sentiment_score":-0.11327143013477324},{"text":"I do apologize.","start":325.565,"end":326.545,"sentiment":"neutral","sentiment_score":-0.15187385181585947},{"text":"It was actually a $79.95, and it's let me go back to your 50.","start":326.605,"end":337.105,"sentiment":"neutral","sentiment_score":-0.04465479403734207},{"text":"It's for twelve month contract.","start":340.72,"end":342.5,"sentiment":"neutral","sentiment_score":0.01902982306201011},{"text":"It's 15% discount for the first three 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quality.","start":381.51,"end":393.485,"sentiment":"neutral","sentiment_score":0.29053645161911845}],"sentiment":"neutral","sentiment_score":0.29053645161911845,"channel":0,"num_words":32,"start":381.51,"end":393.485},{"sentences":[{"text":"No.","start":394.775,"end":395.01498,"sentiment":"neutral","sentiment_score":-0.2371620237827301},{"text":"But the thing is the plan which was 79 or 95, it suddenly goes to $95.","start":395.01498,"end":403.26,"sentiment":"neutral","sentiment_score":-0.2011944791302085},{"text":"That means from next month, I'll be paying $95 per month for the same plan.","start":403.26,"end":408.62003,"sentiment":"neutral","sentiment_score":-0.11080187658468882},{"text":"Is it?","start":408.62003,"end":409.28003,"sentiment":"neutral","sentiment_score":-0.02263055182993412}],"sentiment":"neutral","sentiment_score":-0.15186949830283136,"channel":1,"num_words":34,"start":394.775,"end":409.28003},{"sentences":[{"text":"No.","start":410.325,"end":410.825,"sentiment":"neutral","sentiment_score":-0.25688087940216064},{"text":"You still have a discounted amount for 15% until November.","start":410.965,"end":416.905,"sentiment":"neutral","sentiment_score":-0.01763624921441078},{"text":"So until November, you will still receive an invoice with the same price for $80.75 Because your the third month of your discount for 15% is up until November.","start":417.285,"end":431.34,"sentiment":"neutral","sentiment_score":0.22955702990293503}],"sentiment":"neutral","sentiment_score":0.15559776239097117,"channel":0,"num_words":40,"start":410.325,"end":431.34},{"sentences":[{"text":"The other thing, when I check your website online, the NBN 50 plan is still under 79.95.","start":434.15,"end":442.15,"sentiment":"neutral","sentiment_score":0.05654987035428777},{"text":"So how come","start":442.15,"end":443.05002,"sentiment":"neutral","sentiment_score":0.00788878525296847}],"sentiment":"neutral","sentiment_score":0.04925070758908987,"channel":1,"num_words":20,"start":434.15,"end":443.05002},{"sentences":[{"text":"Yeah.","start":442.92502,"end":443.42502,"sentiment":"neutral","sentiment_score":0.028698652982711792}],"sentiment":"neutral","sentiment_score":0.028698652982711792,"channel":0,"num_words":1,"start":442.92502,"end":443.42502},{"sentences":[{"text":"it 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that one, Davao, since we also have launched recently launched our new website, We have a new website, and your the current website that you're currently seeing right now is is under request for removal.","start":446.52502,"end":463.24,"sentiment":"neutral","sentiment_score":-0.03967610984626743},{"text":"You could review and check our prices or updated plans and prices under our new website, which is airtel.au.","start":463.7,"end":473.125,"sentiment":"neutral","sentiment_score":0.0743341587091747},{"text":"It's the same airtel.au with the most upgraded plans and prices so that you can also be most updated with our promotions as well.","start":473.185,"end":484.61,"sentiment":"neutral","sentiment_score":0.3015998372187217},{"text":"So airtel.net.au, the one that you're currently looking right now is under review for is under already request for a removal.","start":485.15,"end":498.13,"sentiment":"neutral","sentiment_score":-0.016632343731111006},{"text":"You may access our new website, airtel.au, moving forward.","start":498.76498,"end":503.82498,"sentiment":"neutral","sentiment_score":0.07073275869091351}],"sentiment":"neutral","sentiment_score":0.06889652077176976,"channel":0,"num_words":109,"start":446.52502,"end":503.82498},{"sentences":[{"text":"I really do apologize for everything that's been confusing you, Davao.","start":504.285,"end":508.38498,"sentiment":"negative","sentiment_score":-0.5017391687089746}],"sentiment":"negative","sentiment_score":-0.5017391687089746,"channel":0,"num_words":11,"start":504.285,"end":508.38498},{"sentences":[{"text":"Okay.","start":510.175,"end":510.675,"sentiment":"neutral","sentiment_score":-0.0067095085978508},{"text":"So as per my current as per my contract, for next month, I'll still get 15% of discount until 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I'll be paying $95 per month.","start":522.08997,"end":525.76996,"sentiment":"neutral","sentiment_score":0.0045620886875050405},{"text":"Right?","start":525.76996,"end":526.26996,"sentiment":"neutral","sentiment_score":0.005650466307997704}],"sentiment":"neutral","sentiment_score":0.004698135890066624,"channel":1,"num_words":8,"start":522.08997,"end":526.26996},{"sentences":[{"text":"You'll be paying $95 per month after November, which is the month for December.","start":527.555,"end":533.015,"sentiment":"neutral","sentiment_score":0.01377569032566888},{"text":"So December moving forward, your standard plan for 50 m p s will be $95.","start":533.15497,"end":540.135,"sentiment":"neutral","sentiment_score":0.09765524342656136}],"sentiment":"neutral","sentiment_score":0.05716166606750982,"channel":0,"num_words":29,"start":527.555,"end":540.135},{"sentences":[{"text":"And when does my contract 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that?","start":1270.95,"end":1272.97,"sentiment":"neutral","sentiment_score":-0.08613672852516174}],"sentiment":"neutral","sentiment_score":-0.08613672852516174,"channel":0,"num_words":6,"start":1270.95,"end":1272.97},{"sentences":[{"text":"yeah.","start":1273.525,"end":1273.845,"sentiment":"neutral","sentiment_score":-0.13750597834587097},{"text":"So I appreciate your offer, three month additional discount, but it looks like it's still not worth it for me.","start":1273.845,"end":1281.6901,"sentiment":"negative","sentiment_score":-0.42021217867732047},{"text":"So I just want to cancel the service.","start":1281.6901,"end":1285.0701,"sentiment":"negative","sentiment_score":-0.439387921243906},{"text":"If you can let me know the cancellation charges, like, exit amount, and I will","start":1286.49,"end":1294.9851,"sentiment":"neutral","sentiment_score":-0.18665462136268615}],"sentiment":"negative","sentiment_score":-0.33765164187008684,"channel":1,"num_words":44,"start":1273.525,"end":1294.9851},{"sentences":[{"text":"Mhmm.","start":1294.76,"end":1295.26,"sentiment":"neutral","sentiment_score":-0.12749047577381134}],"sentiment":"neutral","sentiment_score":-0.12749047577381134,"channel":0,"num_words":1,"start":1294.76,"end":1295.26},{"sentences":[{"text":"make my decision after the after that.","start":1294.9851,"end":1297.3251,"sentiment":"neutral","sentiment_score":-0.16036689281463623},{"text":"Because as I said, like, even including 15% discount, the amount which I will be paying is a little bit higher than what I signed up.","start":1299.545,"end":1311.68,"sentiment":"negative","sentiment_score":-0.3896478471847681},{"text":"So and if I compare with the other provider, I'm getting fair bit price.","start":1311.68,"end":1318.4801,"sentiment":"negative","sentiment_score":-0.35441235985074726},{"text":"So I just want to think about this, you know.","start":1318.4801,"end":1321.6201,"sentiment":"neutral","sentiment_score":-0.2592462435364723}],"sentiment":"neutral","sentiment_score":-0.32995873245230894,"channel":1,"num_words":57,"start":1294.9851,"end":1321.6201},{"sentences":[{"text":"Yeah.","start":1322.71,"end":1323.11,"sentiment":"neutral","sentiment_score":-0.06167516112327576},{"text":"Let me just go ahead and check this.","start":1323.11,"end":1324.79,"sentiment":"neutral","sentiment_score":-0.02160264295525849},{"text":"Okay?","start":1324.79,"end":1325.11,"sentiment":"neutral","sentiment_score":-0.011714112013578417},{"text":"Hold on.","start":1325.11,"end":1325.85,"sentiment":"neutral","sentiment_score":-0.023540466092526913}],"sentiment":"neutral","sentiment_score":-0.024440945746997993,"channel":0,"num_words":12,"start":1322.71,"end":1325.85},{"sentences":[{"text":"Yep.","start":1326.525,"end":1327.025,"sentiment":"neutral","sentiment_score":-0.005828477442264557}],"sentiment":"neutral","sentiment_score":-0.005828477442264557,"channel":1,"num_words":1,"start":1326.525,"end":1327.025},{"sentences":[{"text":"This is only an estimate.","start":1350.86,"end":1352.4,"sentiment":"neutral","sentiment_score":-0.0838105782866478},{"text":"It's $143.85.","start":1353.5,"end":1356.8,"sentiment":"neutral","sentiment_score":-0.05408313870429993},{"text":"Again, this is only an estimate.","start":1357.02,"end":1358.56,"sentiment":"neutral","sentiment_score":-0.11304384966691335},{"text":"I just rely on your current billing statement and on your account.","start":1358.62,"end":1364.745,"sentiment":"neutral","sentiment_score":-0.056110054875413574},{"text":"This include the early termination fee and the applied charges re added on your terms and service.","start":1365.045,"end":1373.865,"sentiment":"neutral","sentiment_score":-0.04144930927192464}],"sentiment":"neutral","sentiment_score":-0.061510504356452396,"channel":0,"num_words":42,"start":1350.86,"end":1373.865},{"sentences":[{"text":"This also include the discounts.","start":1374.47,"end":1376.09,"sentiment":"neutral","sentiment_score":-0.019739384949207305},{"text":"And since you also have a router, you will also get hold on.","start":1378.15,"end":1385.61,"sentiment":"neutral","sentiment_score":0.19614770664618567},{"text":"Since you also receive a free router, you will also get charged for the router.","start":1389.1649,"end":1394.625,"sentiment":"neutral","sentiment_score":0.21042341391245525},{"text":"Our router usually our router amount is one second, please.","start":1395.085,"end":1400.625,"sentiment":"neutral","sentiment_score":0.09995929226279258},{"text":"That's $139.95.","start":1407.69,"end":1410.99,"sentiment":"neutral","sentiment_score":0.06198596581816673}],"sentiment":"neutral","sentiment_score":0.14958087388012145,"channel":0,"num_words":45,"start":1374.47,"end":1410.99},{"sentences":[{"text":"So plus $1.39.95.","start":1411.45,"end":1414.51,"sentiment":"neutral","sentiment_score":0.04867976655562719},{"text":"So estimated amount for early termination charging charges included including the applied services, and this includes the discount that we've mentioned earlier and also the router.","start":1414.89,"end":1429.5499,"sentiment":"neutral","sentiment_score":0.11733779526100709},{"text":"It's","start":1429.9299,"end":1430.4299,"sentiment":"neutral","sentiment_score":0.028076160699129105}],"sentiment":"neutral","sentiment_score":0.10749660457173983,"channel":0,"num_words":30,"start":1411.45,"end":1430.4299},{"sentences":[{"text":"So for","start":1430.4501,"end":1430.93,"sentiment":"neutral","sentiment_score":0.02560279704630375}],"sentiment":"neutral","sentiment_score":0.02560279704630375,"channel":1,"num_words":2,"start":1430.4501,"end":1430.93},{"sentences":[{"text":"a total","start":1430.73,"end":1431.13,"sentiment":"neutral","sentiment_score":0.0369668360799551}],"sentiment":"neutral","sentiment_score":0.0369668360799551,"channel":0,"num_words":2,"start":1430.73,"end":1431.13},{"sentences":[{"text":"the router,","start":1430.93,"end":1431.49,"sentiment":"neutral","sentiment_score":0.033341906033456326}],"sentiment":"neutral","sentiment_score":0.033341906033456326,"channel":1,"num_words":2,"start":1430.93,"end":1431.49},{"sentences":[{"text":"of 200","start":1431.13,"end":1431.85,"sentiment":"neutral","sentiment_score":0.04077537916600704}],"sentiment":"neutral","sentiment_score":0.04077537916600704,"channel":0,"num_words":2,"start":1431.13,"end":1431.85},{"sentences":[{"text":"I already","start":1431.49,"end":1432.2301,"sentiment":"neutral","sentiment_score":0.03950801491737366}],"sentiment":"neutral","sentiment_score":0.03950801491737366,"channel":1,"num_words":2,"start":1431.49,"end":1432.2301},{"sentences":[{"text":"83 doll","start":1431.85,"end":1432.9099,"sentiment":"neutral","sentiment_score":0.031864759512245655}],"sentiment":"neutral","sentiment_score":0.031864759512245655,"channel":0,"num_words":2,"start":1431.85,"end":1432.9099},{"sentences":[{"text":"for router, I already paid for six months.","start":1433.675,"end":1436.155,"sentiment":"neutral","sentiment_score":0.002868558978661895},{"text":"Right?","start":1436.155,"end":1436.635,"sentiment":"neutral","sentiment_score":0.005391019396483898},{"text":"Like, only the remaining six months, I need to pay for?","start":1436.635,"end":1441.135,"sentiment":"neutral","sentiment_score":-0.013150907375595787}],"sentiment":"neutral","sentiment_score":-0.00581602449528873,"channel":1,"num_words":20,"start":1433.675,"end":1441.135},{"sentences":[{"text":"No.","start":1442.01,"end":1442.25,"sentiment":"neutral","sentiment_score":-0.25141337513923645},{"text":"For the router, it's you're not paying for the router monthly.","start":1442.25,"end":1446.735,"sentiment":"neutral","sentiment_score":-0.2674031745303761},{"text":"So the payment that you're paying monthly is not included with the router.","start":1447.1951,"end":1451.035,"sentiment":"neutral","sentiment_score":-0.23286513754954705},{"text":"The router is actually free of charge.","start":1451.035,"end":1453.2151,"sentiment":"neutral","sentiment_score":0.03767112536089761},{"text":"However, if in any case that the contract is was canceled prematurely according to the terms and service terms and conditions, you will need to pay for the router.","start":1453.435,"end":1467.35,"sentiment":"neutral","sentiment_score":-0.26609497877030536}],"sentiment":"neutral","sentiment_score":-0.22415002606442716,"channel":0,"num_words":61,"start":1442.01,"end":1467.35},{"sentences":[{"text":"So which cost $139 and some cents.","start":1467.65,"end":1470.79,"sentiment":"neutral","sentiment_score":-0.08209614083170891},{"text":"So that's why we came up for a total of $283.08.","start":1471.01,"end":1475.675,"sentiment":"neutral","sentiment_score":0.029419951140880585},{"text":"So if you would take into consideration staying with us, instead of paying a one time 200 an estimate $283, we are more than happy to welcome you level.","start":1476.6151,"end":1490.4099,"sentiment":"positive","sentiment_score":0.49064549289900683},{"text":"We wanna make sure that you stay with us until your contract 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chance.","start":1498.285,"end":1498.9451,"sentiment":"neutral","sentiment_score":0.06421077437698841}],"sentiment":"neutral","sentiment_score":0.06421077437698841,"channel":0,"num_words":2,"start":1498.285,"end":1498.9451},{"sentences":[{"text":"longer.","start":1498.535,"end":1499.035,"sentiment":"neutral","sentiment_score":-0.06593607366085052},{"text":"I want to stay longer with you guys.","start":1499.735,"end":1501.5751,"sentiment":"neutral","sentiment_score":-0.11179711995646358},{"text":"It's just like the price increment I'm not happy with.","start":1501.5751,"end":1505.1951,"sentiment":"negative","sentiment_score":-0.3691117227077484},{"text":"I understand there might be increment in the plans, but as a existing con customer, I should get some good fair of discount.","start":1505.46,"end":1514.9,"sentiment":"neutral","sentiment_score":0.0910978790210641},{"text":"So if you can give me, like, the good discount, I am still happy to stay connected.","start":1514.9,"end":1522.165,"sentiment":"positive","sentiment_score":0.40411098389064565}],"sentiment":"neutral","sentiment_score":0.07311368954636283,"channel":1,"num_words":59,"start":1498.535,"end":1522.165},{"sentences":[{"text":"Or otherwise, if you can email that cancellation charges, then I will pay that out, and","start":1523.1849,"end":1530.645,"sentiment":"neutral","sentiment_score":0.03215224843006581}],"sentiment":"neutral","sentiment_score":0.03215224843006581,"channel":1,"num_words":16,"start":1523.1849,"end":1530.645},{"sentences":[{"text":"Can","start":1531.335,"end":1531.575,"sentiment":"neutral","sentiment_score":-0.05442151054739952}],"sentiment":"neutral","sentiment_score":-0.05442151054739952,"channel":0,"num_words":1,"start":1531.335,"end":1531.575},{"sentences":[{"text":"I'll need","start":1531.345,"end":1531.745,"sentiment":"neutral","sentiment_score":-0.060466181486845016}],"sentiment":"neutral","sentiment_score":-0.060466181486845016,"channel":1,"num_words":2,"start":1531.345,"end":1531.745},{"sentences":[{"text":"you tell","start":1531.575,"end":1531.975,"sentiment":"neutral","sentiment_score":-0.10311409458518028}],"sentiment":"neutral","sentiment_score":-0.10311409458518028,"channel":0,"num_words":2,"start":1531.575,"end":1531.975},{"sentences":[{"text":"to switch","start":1531.745,"end":1532.3049,"sentiment":"neutral","sentiment_score":-0.08432500436902046}],"sentiment":"neutral","sentiment_score":-0.08432500436902046,"channel":1,"num_words":2,"start":1531.745,"end":1532.3049},{"sentences":[{"text":"me what,","start":1531.975,"end":1532.6349,"sentiment":"neutral","sentiment_score":-0.08215521648526192}],"sentiment":"neutral","sentiment_score":-0.08215521648526192,"channel":0,"num_words":2,"start":1531.975,"end":1532.6349},{"sentences":[{"text":"to them.","start":1532.3049,"end":1532.965,"sentiment":"neutral","sentiment_score":-0.03729376010596752}],"sentiment":"neutral","sentiment_score":-0.03729376010596752,"channel":1,"num_words":2,"start":1532.3049,"end":1532.965},{"sentences":[{"text":"I mean, your preferred discount for you to stay?","start":1533.1749,"end":1535.89,"sentiment":"neutral","sentiment_score":0.0378664376007186},{"text":"I I you know, I I I cannot promise you anything, but I'm just asking question so that we could see if we could still match your preferred discount.","start":1535.89,"end":1547.11,"sentiment":"neutral","sentiment_score":-0.014513130267632419},{"text":"I offered earlier an additional or an extension of the 6% discount.","start":1547.585,"end":1551.925,"sentiment":"neutral","sentiment_score":0.0707404048492511}],"sentiment":"neutral","sentiment_score":0.015376040376722813,"channel":0,"num_words":50,"start":1533.1749,"end":1551.925},{"sentences":[{"text":"See, to be honest, like, when I signed up, the price standard price was $79.95 per month, and I was getting 15% discount for six months.","start":1553.675,"end":1564.5901,"sentiment":"neutral","sentiment_score":-0.005576563927416618}],"sentiment":"neutral","sentiment_score":-0.005576563927416618,"channel":1,"num_words":26,"start":1553.675,"end":1564.5901},{"sentences":[{"text":"No.","start":1565.0599,"end":1565.38,"sentiment":"neutral","sentiment_score":-0.080321304500103},{"text":"For three","start":1565.38,"end":1565.94,"sentiment":"neutral","sentiment_score":-0.03475235961377621}],"sentiment":"neutral","sentiment_score":-0.04994200790921847,"channel":0,"num_words":3,"start":1565.0599,"end":1565.94},{"sentences":[{"text":"And","start":1565.6901,"end":1566.01,"sentiment":"neutral","sentiment_score":-0.04049559310078621}],"sentiment":"neutral","sentiment_score":-0.04049559310078621,"channel":1,"num_words":1,"start":1565.6901,"end":1566.01},{"sentences":[{"text":"months.","start":1565.94,"end":1566.44,"sentiment":"neutral","sentiment_score":-0.044300250709056854}],"sentiment":"neutral","sentiment_score":-0.044300250709056854,"channel":0,"num_words":1,"start":1565.94,"end":1566.44},{"sentences":[{"text":"I was sorry?","start":1566.01,"end":1567.63,"sentiment":"neutral","sentiment_score":-0.06025362138946851}],"sentiment":"neutral","sentiment_score":-0.06025362138946851,"channel":1,"num_words":3,"start":1566.01,"end":1567.63},{"sentences":[{"text":"No.","start":1568.58,"end":1568.9,"sentiment":"neutral","sentiment_score":-0.12613850831985474},{"text":"It's 15% for three months.","start":1568.9,"end":1571.32,"sentiment":"neutral","sentiment_score":-0.06606266349554062}],"sentiment":"neutral","sentiment_score":-0.07607530429959297,"channel":0,"num_words":6,"start":1568.58,"end":1571.32},{"sentences":[{"text":"No.","start":1571.8501,"end":1572.0901,"sentiment":"neutral","sentiment_score":-0.10253727436065674},{"text":"When I signed up, it was I'm pretty sure it was six months discount.","start":1572.0901,"end":1575.735,"sentiment":"neutral","sentiment_score":-0.05619351313050304}],"sentiment":"neutral","sentiment_score":-0.059283097212513285,"channel":1,"num_words":15,"start":1571.8501,"end":1575.735},{"sentences":[{"text":"Let me check.","start":1582.385,"end":1583.365,"sentiment":"neutral","sentiment_score":-0.01984000454346339},{"text":"No.","start":1588.69,"end":1588.9299,"sentiment":"neutral","sentiment_score":-0.08872947841882706},{"text":"It's for three months.","start":1588.9299,"end":1590.21,"sentiment":"neutral","sentiment_score":-0.04998723976314068},{"text":"If you could go back to our old website, under twelve months, contract customer gets three months 15% discount.","start":1590.21,"end":1598.63,"sentiment":"neutral","sentiment_score":-0.006088727938109322},{"text":"It's three months.","start":1599.09,"end":1600.125,"sentiment":"neutral","sentiment_score":-0.00925863441079855}],"sentiment":"neutral","sentiment_score":-0.016388672838608422,"channel":0,"num_words":30,"start":1582.385,"end":1600.125},{"sentences":[{"text":"Okay.","start":1602.3201,"end":1602.72,"sentiment":"neutral","sentiment_score":0.02581910602748394},{"text":"So three months 15% discount.","start":1602.72,"end":1604.8201,"sentiment":"neutral","sentiment_score":0.03695850670337677},{"text":"That means I was still okay to pay $79.95 dollar every month after three months,","start":1605.485,"end":1613.745,"sentiment":"neutral","sentiment_score":0.05687340212364991}],"sentiment":"neutral","sentiment_score":0.05065298435233888,"channel":1,"num_words":21,"start":1602.3201,"end":1613.745},{"sentences":[{"text":"Mhmm.","start":1614.8301,"end":1615.3301,"sentiment":"neutral","sentiment_score":0.01999172940850258}],"sentiment":"neutral","sentiment_score":0.01999172940850258,"channel":0,"num_words":1,"start":1614.8301,"end":1615.3301},{"sentences":[{"text":"which is, let's say, from next month.","start":1615.805,"end":1617.665,"sentiment":"neutral","sentiment_score":-0.015794322959014347},{"text":"But I just understood, like, after one or two months, I'll be paying $95.","start":1617.885,"end":1624.57,"sentiment":"neutral","sentiment_score":-0.13601819931396417},{"text":"So that's that's something too much for me.","start":1624.95,"end":1627.11,"sentiment":"negative","sentiment_score":-0.45711812004446983},{"text":"So if you can give some good discount, which I'll be paying $80.79 and 84 $80 a month, I'm still happy to stay connected.","start":1627.11,"end":1636.535,"sentiment":"positive","sentiment_score":0.3398668747395277},{"text":"You know what I mean?","start":1636.535,"end":1637.5951,"sentiment":"neutral","sentiment_score":0.06213287189602852}],"sentiment":"neutral","sentiment_score":0.048201885202835346,"channel":1,"num_words":58,"start":1615.805,"end":1637.5951},{"sentences":[{"text":"Yeah.","start":1639.215,"end":1639.5349,"sentiment":"neutral","sentiment_score":0.038758762180805206},{"text":"Well, the 15% of the $95 is $80 and something.","start":1639.5349,"end":1645.075,"sentiment":"neutral","sentiment_score":0.03855011509731412},{"text":"It's just","start":1645.135,"end":1645.74,"sentiment":"neutral","sentiment_score":0.00564286089502275}],"sentiment":"neutral","sentiment_score":0.03350351038030707,"channel":0,"num_words":13,"start":1639.215,"end":1645.74},{"sentences":[{"text":"Yeah.","start":1646.63,"end":1646.87,"sentiment":"neutral","sentiment_score":-0.0007932912558317184},{"text":"No.","start":1646.87,"end":1647.03,"sentiment":"neutral","sentiment_score":-0.10276611149311066}],"sentiment":"neutral","sentiment_score":-0.05177970137447119,"channel":1,"num_words":2,"start":1646.63,"end":1647.03},{"sentences":[{"text":"additional","start":1647.02,"end":1647.52,"sentiment":"neutral","sentiment_score":-0.09660927206277849}],"sentiment":"neutral","sentiment_score":-0.09660927206277849,"channel":0,"num_words":1,"start":1647.02,"end":1647.52},{"sentences":[{"text":"I'm saying, like, until until my contract expires.","start":1647.03,"end":1649.91,"sentiment":"neutral","sentiment_score":-0.13038344215601683},{"text":"So it's not something until three months extended.","start":1649.91,"end":1653.29,"sentiment":"neutral","sentiment_score":-0.11538078542798758},{"text":"I'm just talking about, like because I I signed up for the one year contract until","start":1655.1101,"end":1660.415,"sentiment":"neutral","sentiment_score":-0.017478640307672322}],"sentiment":"neutral","sentiment_score":-0.07018037704983726,"channel":1,"num_words":32,"start":1647.03,"end":1660.415},{"sentences":[{"text":"mhmm.","start":1660.38,"end":1660.88,"sentiment":"neutral","sentiment_score":-0.027280671522021297}],"sentiment":"neutral","sentiment_score":-0.027280671522021297,"channel":0,"num_words":1,"start":1660.38,"end":1660.88},{"sentences":[{"text":"the end of June twenty twenty seven, if I get the same discounted price, which make me paying $80 a month, then I'm still","start":1660.415,"end":1670.975,"sentiment":"neutral","sentiment_score":-0.007050724389652411}],"sentiment":"neutral","sentiment_score":-0.007050724389652411,"channel":1,"num_words":24,"start":1660.415,"end":1670.975},{"sentences":[{"text":"Mhmm.","start":1670.9451,"end":1671.4451,"sentiment":"neutral","sentiment_score":0.10049249231815338}],"sentiment":"neutral","sentiment_score":0.10049249231815338,"channel":0,"num_words":1,"start":1670.9451,"end":1671.4451},{"sentences":[{"text":"happy.","start":1670.975,"end":1671.455,"sentiment":"positive","sentiment_score":0.33673834800720215},{"text":"I understand the price has increased and you guys providing the better service.","start":1671.455,"end":1676.1399,"sentiment":"neutral","sentiment_score":0.3311206285770123},{"text":"So I'm still okay with that if you guys can work out that way, you know.","start":1676.1399,"end":1682.0,"sentiment":"neutral","sentiment_score":0.21083487197756767}],"sentiment":"neutral","sentiment_score":0.26715548237164816,"channel":1,"num_words":30,"start":1670.975,"end":1682.0},{"sentences":[{"text":"Mhmm.","start":1681.8401,"end":1682.3201,"sentiment":"neutral","sentiment_score":0.04118264839053154},{"text":"Yeah.","start":1682.3201,"end":1682.64,"sentiment":"neutral","sentiment_score":0.07651996612548828},{"text":"We'll check we'll look take a look into this.","start":1682.64,"end":1685.04,"sentiment":"neutral","sentiment_score":0.1049794712000423},{"text":"We'll maximize our resources, and we'll give you an update regarding this.","start":1685.04,"end":1690.1749,"sentiment":"neutral","sentiment_score":0.18644743971526623},{"text":"Okay?","start":1690.1749,"end":1690.6749,"sentiment":"neutral","sentiment_score":0.09252846240997314}],"sentiment":"neutral","sentiment_score":0.14135064976289868,"channel":0,"num_words":24,"start":1681.8401,"end":1690.6749},{"sentences":[{"text":"Yeah.","start":1691.285,"end":1691.525,"sentiment":"neutral","sentiment_score":0.088455431163311},{"text":"I'll I'll be waiting for your email or something.","start":1691.525,"end":1694.105,"sentiment":"neutral","sentiment_score":0.09229032198588054}],"sentiment":"neutral","sentiment_score":0.09190683290362359,"channel":1,"num_words":10,"start":1691.285,"end":1694.105},{"sentences":[{"text":"Yeah.","start":1694.975,"end":1695.475,"sentiment":"neutral","sentiment_score":0.08242259174585342}],"sentiment":"neutral","sentiment_score":0.08242259174585342,"channel":0,"num_words":1,"start":1694.975,"end":1695.475},{"sentences":[{"text":"And if not, I'll give you a call again maybe tomorrow or the day after tomorrow.","start":1697.045,"end":1701.305,"sentiment":"neutral","sentiment_score":0.07342225941829383}],"sentiment":"neutral","sentiment_score":0.07342225941829383,"channel":1,"num_words":16,"start":1697.045,"end":1701.305},{"sentences":[{"text":"Yeah.","start":1702.19,"end":1702.69,"sentiment":"neutral","sentiment_score":0.13000774383544922},{"text":"I'll also try to call you back within the day.","start":1703.63,"end":1706.21,"sentiment":"neutral","sentiment_score":0.1457606613636017}],"sentiment":"neutral","sentiment_score":0.14432857795195145,"channel":0,"num_words":11,"start":1702.19,"end":1706.21},{"sentences":[{"text":"So","start":1706.54,"end":1706.62,"sentiment":"neutral","sentiment_score":0.10523062944412231}],"sentiment":"neutral","sentiment_score":0.10523062944412231,"channel":1,"num_words":1,"start":1706.54,"end":1706.62},{"sentences":[{"text":"And","start":1706.6699,"end":1706.99,"sentiment":"neutral","sentiment_score":0.09526883065700532}],"sentiment":"neutral","sentiment_score":0.09526883065700532,"channel":0,"num_words":1,"start":1706.6699,"end":1706.99},{"sentences":[{"text":"okay.","start":1706.7,"end":1707.2,"sentiment":"neutral","sentiment_score":0.06917715072631836}],"sentiment":"neutral","sentiment_score":0.06917715072631836,"channel":1,"num_words":1,"start":1706.7,"end":1707.2},{"sentences":[{"text":"if I","start":1706.99,"end":1707.39,"sentiment":"neutral","sentiment_score":-0.006716939155012369}],"sentiment":"neutral","sentiment_score":-0.006716939155012369,"channel":0,"num_words":2,"start":1706.99,"end":1707.39},{"sentences":[{"text":"Sure.","start":1707.34,"end":1707.84,"sentiment":"neutral","sentiment_score":-0.01296548079699278}],"sentiment":"neutral","sentiment_score":-0.01296548079699278,"channel":1,"num_words":1,"start":1707.34,"end":1707.84},{"sentences":[{"text":"won't be able to reach you, I'll go ahead and send you an email as well.","start":1707.39,"end":1710.77,"sentiment":"neutral","sentiment_score":-0.05764510505832732}],"sentiment":"neutral","sentiment_score":-0.05764510505832732,"channel":0,"num_words":16,"start":1707.39,"end":1710.77},{"sentences":[{"text":"Alright.","start":1711.34,"end":1711.74,"sentiment":"neutral","sentiment_score":0.05965869128704071},{"text":"No worries.","start":1711.74,"end":1712.3,"sentiment":"neutral","sentiment_score":0.08400047570466995},{"text":"I'll wait for your email or call.","start":1712.3,"end":1713.9,"sentiment":"neutral","sentiment_score":0.11018772742577962},{"text":"Thank you.","start":1713.9,"end":1714.64,"sentiment":"positive","sentiment_score":0.5255970656871796}],"sentiment":"neutral","sentiment_score":0.1708473221709331,"channel":1,"num_words":12,"start":1711.34,"end":1714.64},{"sentences":[{"text":"Alright.","start":1714.845,"end":1715.165,"sentiment":"neutral","sentiment_score":0.3311217427253723},{"text":"Thank you so much, Dava.","start":1715.165,"end":1716.525,"sentiment":"positive","sentiment_score":0.7584226965904236},{"text":"Is there anything else I can help you with?","start":1716.525,"end":1718.3049,"sentiment":"positive","sentiment_score":0.40865479906400043}],"sentiment":"positive","sentiment_score":0.5200752278168996,"channel":0,"num_words":15,"start":1714.845,"end":1718.3049},{"sentences":[{"text":"No.","start":1718.905,"end":1719.065,"sentiment":"neutral","sentiment_score":-0.14911741018295288},{"text":"That's it for now.","start":1719.065,"end":1719.945,"sentiment":"neutral","sentiment_score":-0.04030116368085146},{"text":"Thanks for your help anyway.","start":1719.945,"end":1721.245,"sentiment":"positive","sentiment_score":0.5845945596694946}],"sentiment":"neutral","sentiment_score":0.2612650733441114,"channel":1,"num_words":10,"start":1718.905,"end":1721.245},{"sentences":[{"text":"Thank you so much","start":1721.8049,"end":1722.605,"sentiment":"positive","sentiment_score":0.679859846830368}],"sentiment":"positive","sentiment_score":0.679859846830368,"channel":0,"num_words":4,"start":1721.8049,"end":1722.605},{"sentences":[{"text":"Thank","start":1722.505,"end":1722.745,"sentiment":"positive","sentiment_score":0.588925302028656}],"sentiment":"positive","sentiment_score":0.588925302028656,"channel":1,"num_words":1,"start":1722.505,"end":1722.745},{"sentences":[{"text":"for","start":1722.605,"end":1722.765,"sentiment":"positive","sentiment_score":0.7477957606315613}],"sentiment":"positive","sentiment_score":0.7477957606315613,"channel":0,"num_words":1,"start":1722.605,"end":1722.765},{"sentences":[{"text":"you.","start":1722.745,"end":1723.245,"sentiment":"positive","sentiment_score":0.5903563499450684}],"sentiment":"positive","sentiment_score":0.5903563499450684,"channel":1,"num_words":1,"start":1722.745,"end":1723.245},{"sentences":[{"text":"your consideration.","start":1722.765,"end":1723.4249,"sentiment":"positive","sentiment_score":0.5373088121414185},{"text":"Let rest assured that I will take a look into this to give you the best prices.","start":1724.125,"end":1728.195,"sentiment":"positive","sentiment_score":0.48097216557053957},{"text":"Okay?","start":1728.195,"end":1728.695,"sentiment":"neutral","sentiment_score":0.23412473499774933}],"sentiment":"positive","sentiment_score":0.47426345869898795,"channel":0,"num_words":20,"start":1722.765,"end":1728.695},{"sentences":[{"text":"Thanks, Miriam.","start":1729.105,"end":1730.085,"sentiment":"positive","sentiment_score":0.6281485259532928},{"text":"Thanks.","start":1730.1449,"end":1730.6449,"sentiment":"positive","sentiment_score":0.6711149215698242}],"sentiment":"positive","sentiment_score":0.64247065782547,"channel":1,"num_words":3,"start":1729.105,"end":1730.6449},{"sentences":[{"text":"Thank you.","start":1730.835,"end":1731.475,"sentiment":"positive","sentiment_score":0.6746262311935425}],"sentiment":"positive","sentiment_score":0.6746262311935425,"channel":0,"num_words":2,"start":1730.835,"end":1731.475},{"sentences":[{"text":"Bye.","start":1731.345,"end":1731.845,"sentiment":"positive","sentiment_score":0.4806499183177948}],"sentiment":"positive","sentiment_score":0.4806499183177948,"channel":1,"num_words":1,"start":1731.345,"end":1731.845},{"sentences":[{"text":"Have a great day.","start":1731.475,"end":1732.2749,"sentiment":"positive","sentiment_score":0.7224849760532379},{"text":"Goodbye for now.","start":1732.2749,"end":1733.4149,"sentiment":"positive","sentiment_score":0.3997148275375366}],"sentiment":"positive","sentiment_score":0.5841549124036517,"channel":0,"num_words":7,"start":1731.475,"end":1733.4149},{"sentences":[{"text":"You too.","start":1733.7449,"end":1734.3049,"sentiment":"neutral","sentiment_score":0.29811234772205353},{"text":"Bye.","start":1734.3049,"end":1734.8049,"sentiment":"neutral","sentiment_score":-0.1152912825345993}],"sentiment":"neutral","sentiment_score":0.1603111376365026,"channel":1,"num_words":3,"start":1733.7449,"end":1734.8049}]},"summary":{"result":"success","short":"A customer named Maria calls Airtel to inquire about her internet bill and is informed that her current plan is still discounted until November. The agent explains that her new website is under request for removal and that her contract will expire on July 27th. The customer is confused about their discounted plan and is offered an updated plan with updated prices and promotions. The customer is concerned about losing their customer service but is reassured that they will stay with them until their contract ends. The agent provides an estimate of the cost and explains that the customer will need to pay for the router. The customer is hesitant to cancel their service and the agent promises to provide an update on the cancellation and will call the customer back if needed."},"intents":{"segments":[{"text":"My name is Mary. May I have your name, please? Hi, Maria.","start_word":5,"end_word":16,"intents":[{"intent":"Provide name","confidence_score":0.071416505}]},{"text":"My name is Mary. May I have your name, please? Hi, Maria. It's Jamal here. I've got my recent Internet bill, which is slightly higher than what I have been paying previously. I'm just wondering what reason of increment of the bill. I'll be more than happy to check on that for you. Could you please provide me the name associated on the account, please? California.","start_word":5,"end_word":70,"intents":[{"intent":"Provide name on account","confidence_score":0.12959918}]},{"text":"I've got my recent Internet bill, which is slightly higher than what I have been paying previously. I'm just wondering what reason of increment of the bill.","start_word":20,"end_word":46,"intents":[{"intent":"Check bill increment","confidence_score":0.71865064}]},{"text":"I've got my recent Internet bill, which is slightly higher than what I have been paying previously. I'm just wondering what reason of increment of the bill. I'll be more than happy to check on that for you. Could you please provide me the name associated on the account, please? California.","start_word":20,"end_word":70,"intents":[{"intent":"Check bill","confidence_score":0.0005516562}]},{"text":"Could you please provide me the name associated on the account, please? California.","start_word":58,"end_word":70,"intents":[{"intent":"Provide account information","confidence_score":0.006523776}]},{"text":"so that The I'll will be if do you do you need the account number? No. No. No.","start_word":161,"end_word":178,"intents":[{"intent":"Provide account number","confidence_score":0.6138083},{"intent":"Provide account number","confidence_score":0.40648675},{"intent":"Ask account number","confidence_score":0.00029249123},{"intent":"Ask account number","confidence_score":0.0071692467},{"intent":"Ask for account number","confidence_score":0.0354415},{"intent":"Confirm account number","confidence_score":0.075232804},{"intent":"Provide account number","confidence_score":0.15786317}]},{"text":"Thank you so much, Davao.","start_word":200,"end_word":204,"intents":[{"intent":"Express gratitude","confidence_score":0.010696952}]},{"text":"So for this one, yeah, well, I really understand that you're previously paying cheaper than the plan. We want to set you proper expectation that starting October 1, our plan has had some changes, and the current plan right now for $50 is on our new website is currently $95. So your let me just take a look on your current invoice. So your current invoice still has an a this applied discounted price for 15% discount.","start_word":255,"end_word":331,"intents":[{"intent":"Understand plan changes","confidence_score":0.0069403895}]},{"text":"So for the month of December, you'll be starting your standard plan with the regular price or the standard price for $95. Until my contract ends, which is No. end of June twenty No.","start_word":1014,"end_word":1047,"intents":[{"intent":"Confirm plan details","confidence_score":0.035523634},{"intent":"Inquire about plan details","confidence_score":0.0009356407}]},{"text":"So for the month of December, you'll be starting your standard plan with the regular price or the standard price for $95. Until my contract ends, which is No. end of June twenty No. No. '27. Right? No. No. Yeah. The standard price until June of twenty third 2027. That's Okay. And what's the cancellation process in case if I want to move out? How much I correct. need to pay the cancellation charges?","start_word":1014,"end_word":1087,"intents":[{"intent":"Provide pricing information","confidence_score":0.0089105135}]},{"text":"Let's say, for example, you were discounted for a specific month. I mean, as per the terms and service that you signed up, the discounted amount the discounted amount that you had with us will also be charged on your early termination charges if the term is canceled before your contract ends. So that's the early termination fee plus the applied this the applied charges from your terms and services, which are which includes your discounted amount per month? Yeah.","start_word":1131,"end_word":1210,"intents":[{"intent":"Provide discounts","confidence_score":0.0024457246}]},{"text":"Otherwise, I'm getting some better offer from Mhmm. my current mobile network provider, which is Vodafone. So I'm getting good discount there, Mhmm. and I didn't know all this sudden extra cost of the plan increment.","start_word":1350,"end_word":1385,"intents":[{"intent":"Express dissatisfaction with offer","confidence_score":0.02880451}]},{"text":"So $95 after one month, that's Yeah.","start_word":1387,"end_word":1393,"intents":[{"intent":"Explain pricing options","confidence_score":0.00031676816}]},{"text":"So as I mentioned earlier, if we could offer you an extended discount for your current plan, like, say, for example, for, like, another 15% discount for your future month, would you be able I mean, would you consider staying with us?","start_word":1712,"end_word":1753,"intents":[{"intent":"Offer extended discount","confidence_score":0.511226},{"intent":"Adjust discount price","confidence_score":0.041997597}]},{"text":"Because we wanna keep customer like you.","start_word":1753,"end_word":1759,"intents":[{"intent":"Keep customer","confidence_score":0.6323086}]},{"text":"But rest assured that this is for I'm looking in on the for the adjustment allows us to continue, yeah, investing the network, making sure that you continue the well service that you really love while maintaining the same level of support and service quality.","start_word":1909,"end_word":1953,"intents":[{"intent":"Continue service","confidence_score":0.50695854}]},{"text":"How's that For the previous discount price, which was 15%, I guess. Right? sound? Yeah.","start_word":1982,"end_word":1996,"intents":[{"intent":"Represent previous discount","confidence_score":0.0000042358333}]},{"text":"so even if I consider the previous discount, I'll be still paying $80 per month, isn't it? If you cancel your plan, the charge will only be from the standard plan. Let's say, for example, standard plan was before $79.95 and you receive a discount, the you'll be charged for the previous price, which is the $79.95.","start_word":2009,"end_word":2065,"intents":[{"intent":"Make payment","confidence_score":0.00010962939}]},{"text":"If you cancel your plan, the charge will only be from the standard plan. Let's say, for example, standard plan was before $79.95 and you receive a discount, the you'll be charged for the previous price, which is the $79.95.","start_word":2026,"end_word":2065,"intents":[{"intent":"Cancel plan","confidence_score":0.012974391},{"intent":"Charge for previous plan","confidence_score":0.008656493}]},{"text":"However, if for this month, you the discounted plan will be based from the standard price, $95 from our new website.","start_word":2067,"end_word":2087,"intents":[{"intent":"Offer discount","confidence_score":0.48833016},{"intent":"Confirm discount offer","confidence_score":0.036249995},{"intent":"Inquire about discount rates","confidence_score":0.0010662728}]},{"text":"If I can know all the cancellation charges, I will probably think for tonight and I'll make my decision. But if you can contact with the accounting team and find out what will be the cancellation charges I I need to pay. I'm sorry?","start_word":2213,"end_word":2256,"intents":[{"intent":"Confirm cancellation charges","confidence_score":0.025136001}]},{"text":"I just rely on your current billing statement and on your account. This include the early termination fee and the applied charges re added on your terms and service. This also include the discounts.","start_word":2395,"end_word":2428,"intents":[{"intent":"Check billing statement","confidence_score":0.11204876}]},{"text":"See, to be honest, like, when I signed up, the price standard price was $79.95 per month, and I was getting 15% discount for six months.","start_word":2802,"end_word":2827,"intents":[{"intent":"Get a discount","confidence_score":0.007715054}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary. May I have your name, please?","start_word":0,"end_word":14,"sentiment":"positive","sentiment_score":0.4727972149848938},{"text":"Hi, Maria. It's Jamal here. I've got my recent Internet bill, which is slightly higher than what I have been paying previously. I'm just wondering what reason of increment of the bill.","start_word":15,"end_word":46,"sentiment":"neutral","sentiment_score":-0.12113666534423828},{"text":"I'll be more than happy to check on that for you.","start_word":47,"end_word":57,"sentiment":"positive","sentiment_score":0.5252619981765747},{"text":"Could you please provide me the name associated on the account, please? California. I'm sorry. You the audio is kinda static. Sorry? The audio is kinda static. If you could check on your your speaker, please? Yes. Yep. Yes. That's better. Alright. Yeah. Could you provide me the name associated on the account, please? Yes. Dhaval, d h a v a l m a r v a n I y a. Hold on. Could you repeat that, please? DD hat AB I'm sorry. a. Could you hold on? Could you spell it out for me phonetically, like, b for bravo, like that Okay. so that The I'll will be if do you do you need the account number? No. No. No. Your name. Okay. D for delta, H for hexagon, A for alpha, V for Victor, A for alpha, L for Lima.","start_word":58,"end_word":199,"sentiment":"neutral","sentiment_score":-0.013962514698505402},{"text":"Thank you so much, Davao.","start_word":200,"end_word":204,"sentiment":"positive","sentiment_score":0.4288659989833832},{"text":"Already have your account pulled up. And, yes, again, as we mentioned, you're having an inquiry about your current invoice. Correct? That's right. Yeah. Just give me one second, and let me take a look into your account. Yep. Alright? So your current plan is a 50 MBTS NBN. Alright. So for this one, yeah, well, I really understand that you're previously paying cheaper than the plan. We want to set you proper expectation that starting October 1, our plan has had some changes, and the current plan right now for $50 is on our new website is currently $95. So your let me just take a look on your current invoice. So your current invoice still has an a this applied discounted price for 15% discount. We'll we'll not take that out from you. But for the retail price or the standard price, the standard price for your current plan will be $95 standard. What was that previously? Previously let me go ahead and check here. Actually, One moment, previously, please. it was 79 to 95. Hold on, please. One moment. So 50 yeah. It's $79.95. And, yeah, please note that we've recently experienced an increase in the cost associated with maintaining and providing our network services. As a result, we had to make a small adjustment to our pricing. But rest assured that your account is still discounted. Your this will let me just check here. So this yours your discounted price will continue until November. So until November 30, you still have your 15% discount following our standard price for $95. I do apologize for this, devil. Well, Rest assure the thing is when I when I signed up with the well, signed up with you guys, the plan which I signed up was $79.95 for six months at least, 15% discount. And then after No. I do apologize. It was actually a $79.95, and it's let me go back to your 50. It's for twelve month contract. It's 15% discount for the first three months. For six months. Right? No. For three months since your plan is under twelve months contract. Your current plan is NBN, NBN 50 MBPS. And, previously, when you signed up with us, we offered a first three months discount for 15% discount. While I understand that this is a sudden change double, I know that this price is something you'd want to know about. And the adjustment allows us to continue investing in the network and supporting the service that that you rely on and also while maintaining the same level of support and service quality. No. But the thing is the plan which was 79 or 95, it suddenly goes to $95. That means from next month, I'll be paying $95 per month for the same plan. Is it? No. You still have a discounted amount for 15% until November. So until November, you will still receive an invoice with the same price for $80.75 Because your the third month of your discount for 15% is up until November. The other thing, when I check your website online, the NBN 50 plan is still under 79.95. So how come Yeah. it has For increased to for 90 that five? for that one, Davao, since we also have launched recently launched our new website, We have a new website, and your the current website that you're currently seeing right now is is under request for removal. You could review and check our prices or updated plans and prices under our new website, which is airtel.au. It's the same airtel.au with the most upgraded plans and prices so that you can also be most updated with our promotions as well. So airtel.net.au, the one that you're currently looking right now is under review for is under already request for a removal. You may access our new website, airtel.au, moving forward.","start_word":205,"end_word":852,"sentiment":"neutral","sentiment_score":0.025230174290625677},{"text":"I really do apologize for everything that's been confusing you, Davao.","start_word":853,"end_word":863,"sentiment":"negative","sentiment_score":-0.5028374791145325},{"text":"Okay. So as per my current as per my contract, for next month, I'll still get 15% of discount until November. And Yeah. then November. after, I'll be paying $95 per month. Right? You'll be paying $95 per month after November, which is the month for December. So December moving forward, your standard plan for 50 m p s will be $95. And when does my contract expires? Your contract expires to the end of month of July 2027. End Hold of on. July. No worries. Sorry. Sorry. Hold on. Your end of oh, sorry. It's 06/23/2027. Just give me '20 one second. third Hold of on. June. Hold on. Let me just check here. Davao, can you hear me? Yes. That bell. Correct? Yes. Yes. So upon checking on your let me see here. Just making sure that everything is done properly. So, yeah, it's up until November. So for the month of December, you'll be starting your standard plan with the regular price or the standard price for $95. Until my contract ends, which is No. end of June twenty No. No. '27. Right? No. No. Yeah. The standard price until June of twenty third 2027. That's Okay. And what's the cancellation process in case if I want to move out? How much I correct. need to pay the cancellation charges? The cancellation charges if you're looking into canceling your contract, we advise you to please take into consideration with anything because early termination is I mean, amounts $120 per twelve month contract. And, also and the other charges applied to your terms and service. Let's say, for example, you were discounted for a specific month. I mean, as per the terms and service that you signed up, the discounted amount the discounted amount that you had with us will also be charged on your early termination charges if the term is canceled before your contract ends. So that's the early termination fee plus the applied this the applied charges from your terms and services, which are which includes your discounted amount per month? Yeah. So Well, can I know what will be altogether amount in case if I want to cancel the Internet? So I understood, like, the minimum service charge, one fifth and something plus discounted price for each month. Just wanted to know, like, what what is the total price I need to pay, and I can switch out I can cancel the service. Oh, I'm so sorry to hear that. Would you wanna take consideration and think of it for the meantime? Because I'm sure paying for the early termination fee will you know, then staying with us with your current discounted. We can also take a look into this if we could provide you extended discount on your contract. Let's say, additional discounted amount If I get so some that better discount, then, yeah, I would probably keep continue. Otherwise, I'm getting some better offer from Mhmm. my current mobile network provider, which is Vodafone.","start_word":864,"end_word":1365,"sentiment":"neutral","sentiment_score":-0.02183955514514114},{"text":"So I'm getting good discount there, Mhmm.","start_word":1366,"end_word":1372,"sentiment":"positive","sentiment_score":0.3520554304122925},{"text":"and I didn't know all this sudden extra cost of the plan increment. So $95 after one month, that's Yeah. too Alright. much for So me. if we extend your discount for three months for 15% from the standard plan, would you please could you please consider staying with us until your contract finishes? Well, I I did something. So for example, from $79.95 to $95 $15 a month of increment in the plan, that's something, like, too much for me as per my usage. So if I look at the other service provider, Indian service provider, I'm getting same rate, like, less than $80.","start_word":1373,"end_word":1477,"sentiment":"neutral","sentiment_score":-0.07313610982327234},{"text":"So I was happy with the previous amount which I was paying. If you can apply similar discount, then I would probably stay for this year and Dabel, also definitely.","start_word":1478,"end_word":1507,"sentiment":"positive","sentiment_score":0.43862298130989075},{"text":"if I'm if I'm asked how many Internet user usually use your Internet on a daily basis? Sorry. Come again? How many users usually use the Internet in a in a daily We basis? have three. Two to three people. Three. And if I may ask, how are you using your Internet? Do you only use it for browsing, standard streaming? Yeah. Do you Mainly also for browsing work at and home? streaming. No. We don't work at home. So mainly for browsing and Let streaming. me just take a look into this. Okay? Hold on. And how was your current Internet connection with because I just want to make sure. I mean, I just wanna check with this one. Hold on. Okay. I'm seeing here that if these three user usually, you know, using the Internet at the same time. Yes. Yeah. Do you also do online gaming? Uploading large Not files and all? not much. Mhmm. I see. For this one, we if you could also consider downgrading the service, that's 25 Mbps. You can still do browsing, do video streaming so that I will I will stick with the existing plan, like, existing speed, okay. 50 MBPS. Alright. So Okay. So as I mentioned earlier, if we could offer you an extended discount for your current plan, like, say, for example, for, like, another 15% discount for your future month, would you be able I mean, would you consider staying with us?","start_word":1508,"end_word":1752,"sentiment":"neutral","sentiment_score":0.060870522579976494},{"text":"Because we wanna keep customer like you. We really do appreciate you staying with Airtel.","start_word":1753,"end_word":1767,"sentiment":"positive","sentiment_score":0.7424565553665161},{"text":"Well, we understand that this is a sudden price increase. Please rest assured that To to be honest, like, I I really like you guys' service, so I really don't want to leave unless if you guys provide me this discounted price and the better market price, you know. Otherwise, I might need to yeah. So to be honest, like, I'll I really like your guys' service. But all of a sudden of this increment, which I can't bear, and that's why I I had to call because previously, I was paying $67.80 doll $68 per month. And I was quite happy with those billing amount, but I just looked at this in the latest invoice which came yesterday and it made me surprised, which is pretty much $13 increment. Yeah. So that's I really two. understand. I I really understand.","start_word":1768,"end_word":1908,"sentiment":"neutral","sentiment_score":-0.07832935452461243},{"text":"But rest assured that this is for I'm looking in on the for the adjustment allows us to continue, yeah, investing the network, making sure that you continue the well service that you really love while maintaining the same level of support and service quality.","start_word":1909,"end_word":1953,"sentiment":"positive","sentiment_score":0.369060218334198},{"text":"I'll go ahead and extend your if it's possible for you to extend the discounted price so that you can stay for until you completed your contract level. How's that For the previous discount price, which was 15%, I guess. Right? sound? Yeah. 15 On percent discount. on the standard price, like, on the Yes. so even if I consider the previous discount, I'll be still paying $80 per month, isn't it? If you cancel your plan, the charge will only be from the standard plan. Let's say, for example, standard plan was before $79.95 and you receive a discount, the you'll be charged for the previous price, which is the $79.95. However, if for this month, you the discounted plan will be based from the standard price, $95 from our new website.","start_word":1954,"end_word":2086,"sentiment":"neutral","sentiment_score":-0.0018935696172871087},{"text":"But if, I really wanted to keep a customer like you. You've been a good customer with us since you joined Airtel.","start_word":2087,"end_word":2108,"sentiment":"positive","sentiment_score":0.5169150829315186},{"text":"That's why I'm offering you a 15% discount from the standard plan the standard price up until additional, let's say, roughly, probably, let's say, three months for 15% discount so that you can still continue your 15% discount for six months. And this is the six months. You mean end of So November let's say November is your was to November is supposed to What be was your my last original month to have yeah. Yeah. yeah. So November so that's going to be December, January, and February. Oh, that's only three months additional. So that's only, like, $15.15, $15.45 dollar of discount. Yeah. If I can know all the cancellation charges, I will probably think for tonight and I'll make my decision. But if you can contact with the accounting team and find out what will be the cancellation charges I I need to pay. I'm sorry? Sorry. Could you Well repeat could you please repeat that? yeah.","start_word":2109,"end_word":2267,"sentiment":"neutral","sentiment_score":0.016526512801647186},{"text":"So I appreciate your offer, three month additional discount, but it looks like it's still not worth it for me. So I just want to cancel the service.","start_word":2268,"end_word":2295,"sentiment":"negative","sentiment_score":-0.4265516996383667},{"text":"If you can let me know the cancellation charges, like, exit amount, and I will Mhmm. make my decision after the after that.","start_word":2296,"end_word":2318,"sentiment":"neutral","sentiment_score":-0.17207586765289307},{"text":"Because as I said, like, even including 15% discount, the amount which I will be paying is a little bit higher than what I signed up. So and if I compare with the other provider, I'm getting fair bit price.","start_word":2319,"end_word":2358,"sentiment":"negative","sentiment_score":-0.3725962638854981},{"text":"So I just want to think about this, you know. Yeah. Let me just go ahead and check this. Okay? Hold on. Yep. This is only an estimate. It's $143.85. Again, this is only an estimate. I just rely on your current billing statement and on your account. This include the early termination fee and the applied charges re added on your terms and service. This also include the discounts. And since you also have a router, you will also get hold on. Since you also receive a free router, you will also get charged for the router. Our router usually our router amount is one second, please. That's $139.95. So plus $1.39.95. So estimated amount for early termination charging charges included including the applied services, and this includes the discount that we've mentioned earlier and also the router. It's So for a total the router, of 200 I already 83 doll for router, I already paid for six months. Right? Like, only the remaining six months, I need to pay for? No. For the router, it's you're not paying for the router monthly. So the payment that you're paying monthly is not included with the router. The router is actually free of charge. However, if in any case that the contract is was canceled prematurely according to the terms and service terms and conditions, you will need to pay for the router. So which cost $139 and some cents. So that's why we came up for a total of $283.","start_word":2359,"end_word":2609,"sentiment":"neutral","sentiment_score":-0.037057931204716045},{"text":"08. So if you would take into consideration staying with us, instead of paying a one time 200 an estimate $283, we are more than happy to welcome you level. We wanna make sure that you stay with us until your contract ends.","start_word":2609,"end_word":2651,"sentiment":"positive","sentiment_score":0.4450932741165161},{"text":"If Yeah. I you want could to give stay us even a chance. longer. I want to stay longer with you guys.","start_word":2652,"end_word":2673,"sentiment":"neutral","sentiment_score":-0.011294858530163763},{"text":"It's just like the price increment I'm not happy with.","start_word":2674,"end_word":2683,"sentiment":"negative","sentiment_score":-0.3707360029220581},{"text":"I understand there might be increment in the plans, but as a existing con customer, I should get some good fair of discount.","start_word":2684,"end_word":2706,"sentiment":"neutral","sentiment_score":0.09406589716672896},{"text":"So if you can give me, like, the good discount, I am still happy to stay connected.","start_word":2707,"end_word":2723,"sentiment":"positive","sentiment_score":0.39633968472480774},{"text":"Or otherwise, if you can email that cancellation charges, then I will pay that out, and Can I'll need you tell to switch me what, to them. I mean, your preferred discount for you to stay? I I you know, I I I cannot promise you anything, but I'm just asking question so that we could see if we could still match your preferred discount. I offered earlier an additional or an extension of the 6% discount. See, to be honest, like, when I signed up, the price standard price was $79.95 per month, and I was getting 15% discount for six months. No. For three And months. I was sorry? No. It's 15% for three months. No. When I signed up, it was I'm pretty sure it was six months discount. Let me check. No. It's for three months. If you could go back to our old website, under twelve months, contract customer gets three months 15% discount. It's three months. Okay. So three months 15% discount. That means I was still okay to pay $79.95 dollar every month after three months, Mhmm. which is, let's say, from next month. But I just understood, like, after one or two months, I'll be paying $95. So that's that's something too much for me.","start_word":2724,"end_word":2936,"sentiment":"neutral","sentiment_score":-0.03586305182715747},{"text":"So if you can give some good discount, which I'll be paying $80.79 and 84 $80 a month, I'm still happy to stay connected.","start_word":2937,"end_word":2960,"sentiment":"positive","sentiment_score":0.3425784409046173},{"text":"You know what I mean? Yeah. Well, the 15% of the $95 is $80 and something. It's just Yeah. No. additional I'm saying, like, until until my contract expires. So it's not something until three months extended. I'm just talking about, like because I I signed up for the one year contract until mhmm. the end of June twenty twenty seven, if I get the same discounted price, which make me paying $80 a month, then I'm still Mhmm.","start_word":2961,"end_word":3039,"sentiment":"neutral","sentiment_score":-0.02640644460916519},{"text":"happy.","start_word":3040,"end_word":3040,"sentiment":"positive","sentiment_score":0.33673834800720215},{"text":"I understand the price has increased and you guys providing the better service. So I'm still okay with that if you guys can work out that way, you know. Mhmm. Yeah. We'll check we'll look take a look into this. We'll maximize our resources, and we'll give you an update regarding this. Okay? Yeah. I'll I'll be waiting for your email or something. Yeah. And if not, I'll give you a call again maybe tomorrow or the day after tomorrow. Yeah. I'll also try to call you back within the day. So And okay. if I Sure. won't be able to reach you, I'll go ahead and send you an email as well. Alright. No worries. I'll wait for your email or call.","start_word":3041,"end_word":3163,"sentiment":"neutral","sentiment_score":0.11438201450434234},{"text":"Thank you.","start_word":3164,"end_word":3165,"sentiment":"positive","sentiment_score":0.5096540451049805},{"text":"Alright.","start_word":3166,"end_word":3166,"sentiment":"neutral","sentiment_score":0.3311217427253723},{"text":"Thank you so much, Dava. Is there anything else I can help you with?","start_word":3167,"end_word":3180,"sentiment":"positive","sentiment_score":0.5580218434333801},{"text":"No. That's it for now.","start_word":3181,"end_word":3185,"sentiment":"neutral","sentiment_score":-0.06816813349723816},{"text":"Thanks for your help anyway. Thank you so much Thank for you. your consideration. Let rest assured that I will take a look into this to give you the best prices.","start_word":3186,"end_word":3216,"sentiment":"positive","sentiment_score":0.5409455895423889},{"text":"Okay?","start_word":3217,"end_word":3217,"sentiment":"neutral","sentiment_score":0.23412473499774933},{"text":"Thanks, Miriam. Thanks. Thank you. Bye. Have a great day. Goodbye for now.","start_word":3218,"end_word":3230,"sentiment":"positive","sentiment_score":0.5825691223144531},{"text":"You too. Bye.","start_word":3231,"end_word":3233,"sentiment":"neutral","sentiment_score":0.241254061460495}],"average":{"sentiment":"neutral","sentiment_score":0.028921392521585987}}}}