{"metadata":{"transaction_key":"deprecated","request_id":"019dd152-a14b-7cc2-9110-018bac83487c","sha256":"c1e71431868a1fe123de6dcdad8243f76d283f121a8868ba67c7715f71c7a98c","created":"2026-04-27T23:42:28.842Z","duration":714.3839,"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":1842,"output_tokens":119},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2033,"output_tokens":2037},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2033,"output_tokens":35}},"results":{"channels":[{"alternatives":[{"transcript":"Thank you so much for calling your bill account. How may I help you today? Oh, I'm so sorry to hear about that. But yesterday, we already processed the refund. Let me just check on here. Yeah. Yesterday, I just wanted to make sure that the line was disconnected, and then I sent you the email. Have you received the email that I sent? Okay. Mhmm. I understand. Mhmm. Okay. You said today. Just today, this morning? Sure. Sure. In that way, I could locate it while I have you on the line. Or maybe that's the payment that was yeah. The payment that was processed over the weekend has been taken care of. So I just wanted to recap. In that way, we have to make sure that we are on the same page. So over the weekend, there was one payment process That was Saturday, which I was able to locate, and then yesterday. Mhmm. Okay. But let me check because I don't see any payment process after yesterday. After I processed the refund that was submitted yesterday for a payment, I refunded it back because we considered the the payment yesterday and then the Saturday was refunded. But let me check if there's any payment during midnight. But this morning, there's none. Just be on the line for me. Okay? And then afterwards, we can process in removing your card to avoid this. Just bear with me. Thank you so much for patiently waiting on the line. And just to confirm, the last four digit of your card is 9747. It's a Mastercard. Right? Alright. So, Tanisha, I've already checked. I can confirm, there is no payment process after the payment yesterday. There is no charge after yesterday. So, again, there was a payment process Saturday and yesterday. So I refunded the Saturday payment, which should be come through to your account. Or do you did you receive any notification if that refund has been reflected to your account? It's But it's just the same. Right? Even we we put in the amount Saturday or Monday, it's just the same amount. You you spoke to me last Friday. We agreed process Monday. Reason why, what I refunded is unscheduled draft Saturday, which should be reflected to your account. So after yesterday, I don't see any draft from Airtel. Alright. So, Tanisha, here's the thing. If our customer process initially their payment through ANZ, put in their card details, and save, it will automatically be enrolled for automatic payment. You have an option. No. No. No. I could delete your I could delete your card details after this, but I just wanted to explain to you what happened, like, what I've explained to you last time. So last Friday, you do have overdue invoices for two months. Okay? You just processed one. So you left the other one unpaid without notifying us, without replying to our communication when you can settle the amount. Reason why our back end is continuously processing an unpaid invoices with those long overdue. Then we talk I sent you Yeah. That's correct. Yeah. I've already explained it to your email. Over the weekend, I refunded you the Friday, and then over the weekend, we are happy happy that you're ready to settle it. So it's processed. I've told you to the email that it was processed. It just so happened over the weekend, it might not reflect on the account real time. Reason why Monday, it's showing unpaid. Reason why the system process again, which is already scheduled. And then you called in. I talked to you. We refunded this the extra amount of $79.95 yesterday. And then after yesterday, I've already shared it on my end. I don't see any draft. I don't see any other payment went through because your account is already showing a zero balance. And the system will not be able to process or draft any amount if there is no unpaid invoice on the account. And we did not draft anything. And we did not draft anything from your card today. I don't see any payment process. I I can delete your card details, but rest assured, I don't see any payment processed today. Tanisha, we don't tolerate that kind of force in the first place. Reason why there was a drop 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you so much for calling your bill account. How may I help you today? Oh, I'm so sorry to hear about that. But yesterday, we already processed the refund. Let me just check on here.\n\nYeah. Yesterday, I just wanted to make sure that the line was disconnected, and then I sent you the email. Have you received the email that I sent? Okay. Mhmm.\n\nI understand. Mhmm. Okay. You said today. Just today, this morning?\n\nSure. Sure. In that way, I could locate it while I have you on the line. Or maybe that's the payment that was yeah. The payment that was processed over the weekend has been taken care of.\n\nSo I just wanted to recap. In that way, we have to make sure that we are on the same page. So over the weekend, there was one payment process That was Saturday, which I was able to locate, and then yesterday. Mhmm. Okay.\n\nBut let me check because I don't see any payment process after yesterday. After I processed the refund that was submitted yesterday for a payment, I refunded it back because we considered the the payment yesterday and then the Saturday was refunded. But let me check if there's any payment during midnight. But this morning, there's none. Just be on the line for me.\n\nOkay? And then afterwards, we can process in removing your card to avoid this. Just bear with me. Thank you so much for patiently waiting on the line. And just to confirm, the last four digit of your card is 9747.\n\nIt's a Mastercard. Right? Alright. So, Tanisha, I've already checked. I can confirm, there is no payment process after the payment yesterday.\n\nThere is no charge after yesterday. So, again, there was a payment process Saturday and yesterday. So I refunded the Saturday payment, which should be come through to your account. Or do you did you receive any notification if that refund has been reflected to your account? It's But it's just the same.\n\nRight? Even we we put in the amount Saturday or Monday, it's just the same amount. You you spoke to me last Friday. We agreed process Monday. Reason why, what I refunded is unscheduled draft Saturday, which should be reflected to your account.\n\nSo after yesterday, I don't see any draft from Airtel. Alright. So, Tanisha, here's the thing. If our customer process initially their payment through ANZ, put in their card details, and save, it will automatically be enrolled for automatic payment. You have an option.\n\nNo. No. No. I could delete your I could delete your card details after this, but I just wanted to explain to you what happened, like, what I've explained to you last time. So last Friday, you do have overdue invoices for two months.\n\nOkay? You just processed one. So you left the other one unpaid without notifying us, without replying to our communication when you can settle the amount. Reason why our back end is continuously processing an unpaid invoices with those long overdue. Then we talk I sent you Yeah.\n\nThat's correct. Yeah. I've already explained it to your email. Over the weekend, I refunded you the Friday, and then over the weekend, we are happy happy that you're ready to settle it. So it's processed.\n\nI've told you to the email that it was processed. It just so happened over the weekend, it might not reflect on the account real time. Reason why Monday, it's showing unpaid. Reason why the system process again, which is already scheduled. And then you called in.\n\nI talked to you. We refunded this the extra amount of $79.95 yesterday. And then after yesterday, I've already shared it on my end. I don't see any draft. I don't see any other payment went through because your account is already showing a zero balance.\n\nAnd the system will not be able to process or draft any amount if there is no unpaid invoice on the account. And we did not draft anything. And we did not draft anything from your card today. I don't see any payment process. I I can delete your card details, but rest assured, I don't see any payment processed today.\n\nTanisha, we don't tolerate that kind of force in the first place. Reason why there was a drop on","paragraphs":[{"sentences":[{"text":"Thank you so much for calling your bill account.","start":0.08,"end":2.48,"sentiment":"positive","sentiment_score":0.6559396717283461},{"text":"How may I help you today?","start":2.48,"end":3.78,"sentiment":"positive","sentiment_score":0.4457651873429616},{"text":"Oh, I'm so sorry to hear about that.","start":15.724999,"end":17.645,"sentiment":"neutral","sentiment_score":-0.23990301974117756},{"text":"But yesterday, we already processed the refund.","start":17.645,"end":20.465,"sentiment":"neutral","sentiment_score":-0.0636721242751394},{"text":"Let me just check on here.","start":28.95,"end":30.65,"sentiment":"neutral","sentiment_score":0.04063826116422812}],"sentiment":"neutral","sentiment_score":0.17935968635396826,"num_words":36,"start":0.08,"end":30.65},{"sentences":[{"text":"Yeah.","start":31.03,"end":31.43,"sentiment":"neutral","sentiment_score":0.016161054372787476},{"text":"Yesterday, I just wanted to make sure that the line was disconnected, and then I sent you the email.","start":31.43,"end":37.59,"sentiment":"neutral","sentiment_score":-0.00022977414099793693},{"text":"Have you received the email that I sent?","start":37.59,"end":39.795,"sentiment":"neutral","sentiment_score":0.0004107792628929019},{"text":"Okay.","start":40.274998,"end":40.774998,"sentiment":"neutral","sentiment_score":-0.03586532920598984},{"text":"Mhmm.","start":42.355,"end":42.675,"sentiment":"neutral","sentiment_score":-0.07002335786819458}],"sentiment":"neutral","sentiment_score":-0.003026903575907151,"num_words":30,"start":31.03,"end":42.675},{"sentences":[{"text":"I understand.","start":42.675,"end":43.335,"sentiment":"neutral","sentiment_score":-0.10405557230114937},{"text":"Mhmm.","start":50.835,"end":51.335,"sentiment":"neutral","sentiment_score":-0.20322023332118988},{"text":"Okay.","start":52.754997,"end":53.254997,"sentiment":"neutral","sentiment_score":-0.014087519608438017},{"text":"You said today.","start":54.25,"end":55.289997,"sentiment":"neutral","sentiment_score":-0.005781081194678943},{"text":"Just today, this morning?","start":55.289997,"end":56.75,"sentiment":"neutral","sentiment_score":0.00815492426045239}],"sentiment":"neutral","sentiment_score":-0.03728567673401399,"num_words":11,"start":42.675,"end":56.75},{"sentences":[{"text":"Sure.","start":60.809998,"end":61.129997,"sentiment":"neutral","sentiment_score":0.05209004878997803},{"text":"Sure.","start":61.129997,"end":61.53,"sentiment":"neutral","sentiment_score":0.04879682511091232},{"text":"In that way, I could locate it while I have you on the line.","start":61.53,"end":64.59,"sentiment":"neutral","sentiment_score":0.024241654401911155},{"text":"Or maybe that's the payment that was yeah.","start":74.435,"end":92.37,"sentiment":"neutral","sentiment_score":-0.08410377148538828},{"text":"The payment that was processed over the weekend has been taken care of.","start":92.685,"end":97.965,"sentiment":"neutral","sentiment_score":-0.00611032832127351}],"sentiment":"neutral","sentiment_score":-0.008432281203567982,"num_words":37,"start":60.809998,"end":97.965},{"sentences":[{"text":"So I just wanted to recap.","start":97.965,"end":100.045,"sentiment":"neutral","sentiment_score":-0.0004128379126389821},{"text":"In that way, we have to make sure that we are on the same page.","start":100.045,"end":103.905,"sentiment":"neutral","sentiment_score":0.07383415500322978},{"text":"So over the weekend, there was one payment process That was Saturday, which I was able to locate, and then yesterday.","start":104.125,"end":112.84,"sentiment":"neutral","sentiment_score":-0.008244765345894155},{"text":"Mhmm.","start":159.775,"end":160.175,"sentiment":"neutral","sentiment_score":-0.12559187412261963},{"text":"Okay.","start":160.175,"end":160.675,"sentiment":"neutral","sentiment_score":-0.05458669364452362}],"sentiment":"neutral","sentiment_score":0.017084469489583917,"num_words":44,"start":97.965,"end":160.675},{"sentences":[{"text":"But let me check because I don't see any payment process after yesterday.","start":161.375,"end":165.635,"sentiment":"neutral","sentiment_score":-0.12533841826594794},{"text":"After I processed the refund that was submitted yesterday for a payment, I refunded it back because we considered the the payment yesterday and then the Saturday was refunded.","start":166.29001,"end":180.07,"sentiment":"neutral","sentiment_score":-0.03745535517047192},{"text":"But let me check if there's any payment during midnight.","start":180.13,"end":183.16501,"sentiment":"neutral","sentiment_score":-0.033937472477555276},{"text":"But this morning, there's none.","start":183.705,"end":185.225,"sentiment":"neutral","sentiment_score":-0.06375153884291648},{"text":"Just be on the line for me.","start":185.225,"end":186.585,"sentiment":"neutral","sentiment_score":0.001818232770477022}],"sentiment":"neutral","sentiment_score":-0.0525157738593407,"num_words":64,"start":161.375,"end":186.585},{"sentences":[{"text":"Okay?","start":186.585,"end":187.085,"sentiment":"neutral","sentiment_score":0.022263940423727036},{"text":"And then afterwards, we can process in removing your card to avoid this.","start":187.38501,"end":192.425,"sentiment":"neutral","sentiment_score":-0.0009312102427849403},{"text":"Just bear with me.","start":192.425,"end":193.645,"sentiment":"neutral","sentiment_score":0.09297061525285244},{"text":"Thank you so much for patiently waiting on the line.","start":362.615,"end":365.175,"sentiment":"positive","sentiment_score":0.6150335729122162},{"text":"And just to confirm, the last four digit of your card is 9747.","start":365.175,"end":371.30002,"sentiment":"neutral","sentiment_score":0.15252143545792654}],"sentiment":"neutral","sentiment_score":0.20768670874034487,"num_words":41,"start":186.585,"end":371.30002},{"sentences":[{"text":"It's a Mastercard.","start":371.36002,"end":372.26,"sentiment":"neutral","sentiment_score":0.1297332967321078},{"text":"Right?","start":372.64,"end":373.14,"sentiment":"neutral","sentiment_score":0.12179344892501832},{"text":"Alright.","start":374.32,"end":374.80002,"sentiment":"neutral","sentiment_score":0.10631950944662094},{"text":"So, Tanisha, I've already checked.","start":374.80002,"end":377.14,"sentiment":"neutral","sentiment_score":0.10437464267015457},{"text":"I can confirm, there is no payment process after the payment yesterday.","start":377.44,"end":382.585,"sentiment":"neutral","sentiment_score":0.011889512029786905}],"sentiment":"neutral","sentiment_score":0.05826637301255356,"num_words":22,"start":371.36002,"end":382.585},{"sentences":[{"text":"There is no charge after yesterday.","start":392.16498,"end":395.145,"sentiment":"neutral","sentiment_score":-0.12327727923790614},{"text":"So, again, there was a payment process Saturday and yesterday.","start":395.75998,"end":399.53998,"sentiment":"neutral","sentiment_score":-0.07994110472500324},{"text":"So I refunded the Saturday payment, which should be come through to your account.","start":399.75998,"end":405.37997,"sentiment":"neutral","sentiment_score":0.02461887536836522},{"text":"Or do you did you receive any notification if that refund has been reflected to your account?","start":405.75998,"end":410.97998,"sentiment":"neutral","sentiment_score":-0.055454712361097336},{"text":"It's But it's just the same.","start":425.175,"end":440.71503,"sentiment":"neutral","sentiment_score":-0.19159528613090515}],"sentiment":"neutral","sentiment_score":-0.06201343951781966,"num_words":53,"start":392.16498,"end":440.71503},{"sentences":[{"text":"Right?","start":440.71503,"end":441.11502,"sentiment":"neutral","sentiment_score":-0.09440145641565324},{"text":"Even we we put in the amount Saturday or Monday, it's just the same amount.","start":441.11502,"end":446.33502,"sentiment":"neutral","sentiment_score":-0.15344703843196233},{"text":"You you spoke to me last Friday.","start":447.915,"end":451.375,"sentiment":"neutral","sentiment_score":-0.15728557322706496},{"text":"We agreed process Monday.","start":451.755,"end":453.41,"sentiment":"neutral","sentiment_score":-0.11159187369048595},{"text":"Reason why, what I refunded is unscheduled draft Saturday, which should be reflected to your account.","start":453.47,"end":461.65,"sentiment":"negative","sentiment_score":-0.34991188580170274}],"sentiment":"neutral","sentiment_score":-0.22190845844357512,"num_words":43,"start":440.71503,"end":461.65},{"sentences":[{"text":"So after yesterday, I don't see any draft from Airtel.","start":462.43,"end":466.53,"sentiment":"neutral","sentiment_score":-0.25163359493017196},{"text":"Alright.","start":473.115,"end":473.615,"sentiment":"neutral","sentiment_score":0.02188136056065559},{"text":"So, Tanisha, here's the thing.","start":473.915,"end":476.095,"sentiment":"neutral","sentiment_score":0.04862132370471954},{"text":"If our customer process initially their payment through ANZ, put in their card details, and save, it will automatically be enrolled for automatic payment.","start":476.635,"end":491.75,"sentiment":"neutral","sentiment_score":0.03199353775319954},{"text":"You have an option.","start":492.37,"end":493.51,"sentiment":"neutral","sentiment_score":-0.2762455567717552}],"sentiment":"neutral","sentiment_score":-0.05882921116426587,"num_words":44,"start":462.43,"end":493.51},{"sentences":[{"text":"No.","start":499.995,"end":500.23502,"sentiment":"negative","sentiment_score":-0.417107492685318},{"text":"No.","start":500.23502,"end":500.315,"sentiment":"negative","sentiment_score":-0.47216570377349854},{"text":"No.","start":500.315,"end":500.815,"sentiment":"negative","sentiment_score":-0.5915086269378662},{"text":"I could delete your I could delete your card details after this, but I just wanted to explain to you what happened, like, what I've explained to you last time.","start":511.67,"end":521.85004,"sentiment":"neutral","sentiment_score":-0.12083241219321887},{"text":"So last Friday, you do have overdue invoices for two months.","start":522.215,"end":527.835,"sentiment":"neutral","sentiment_score":-0.1391357867555185}],"sentiment":"neutral","sentiment_score":-0.1508238146250898,"num_words":44,"start":499.995,"end":527.835},{"sentences":[{"text":"Okay?","start":528.53503,"end":529.03503,"sentiment":"neutral","sentiment_score":-0.020590990781784058},{"text":"You just processed one.","start":529.41504,"end":531.275,"sentiment":"neutral","sentiment_score":-0.05563057865947485},{"text":"So you left the other one unpaid without notifying us, without replying to our communication when you can settle the amount.","start":531.575,"end":543.02997,"sentiment":"neutral","sentiment_score":-0.12741797630276},{"text":"Reason why our back end is continuously processing an unpaid invoices with those long overdue.","start":543.73,"end":551.54504,"sentiment":"neutral","sentiment_score":-0.1708557814359665},{"text":"Then we talk I sent you Yeah.","start":551.84503,"end":559.36505,"sentiment":"neutral","sentiment_score":-0.03580788496349539}],"sentiment":"neutral","sentiment_score":-0.11942464008461684,"num_words":48,"start":528.53503,"end":559.36505},{"sentences":[{"text":"That's correct.","start":559.36505,"end":560.265,"sentiment":"neutral","sentiment_score":0.2529708296060562},{"text":"Yeah.","start":568.45,"end":568.95,"sentiment":"neutral","sentiment_score":-0.05777120962738991},{"text":"I've already explained it to your email.","start":569.33,"end":571.49,"sentiment":"negative","sentiment_score":-0.36214502794401987},{"text":"Over the weekend, I refunded you the Friday, and then over the weekend, we are happy happy that you're ready to settle it.","start":571.49,"end":579.445,"sentiment":"neutral","sentiment_score":0.28423945022665936},{"text":"So it's processed.","start":579.445,"end":580.505,"sentiment":"neutral","sentiment_score":0.11792386571566264}],"sentiment":"neutral","sentiment_score":0.13345650573157603,"num_words":36,"start":559.36505,"end":580.505},{"sentences":[{"text":"I've told you to the email that it was processed.","start":581.045,"end":583.785,"sentiment":"neutral","sentiment_score":0.014846397005021572},{"text":"It just so happened over the weekend, it might not reflect on the account real time.","start":584.08496,"end":590.425,"sentiment":"neutral","sentiment_score":-0.22724499367177486},{"text":"Reason why Monday, it's showing unpaid.","start":590.645,"end":593.64996,"sentiment":"neutral","sentiment_score":-0.2866901258627574},{"text":"Reason why the system process again, which is already scheduled.","start":593.64996,"end":597.67,"sentiment":"neutral","sentiment_score":-0.2426733985543251},{"text":"And then you called in.","start":598.44995,"end":599.57,"sentiment":"neutral","sentiment_score":-0.05036644488573074}],"sentiment":"neutral","sentiment_score":-0.16779069986907727,"num_words":47,"start":581.045,"end":599.57},{"sentences":[{"text":"I talked to you.","start":599.57,"end":600.29,"sentiment":"neutral","sentiment_score":-0.03614215413108468},{"text":"We refunded this the extra amount of $79.95 yesterday.","start":600.29,"end":605.75,"sentiment":"neutral","sentiment_score":-0.009159388434555795},{"text":"And then after yesterday, I've already shared it on my end.","start":606.125,"end":610.14496,"sentiment":"neutral","sentiment_score":-0.13613006133924832},{"text":"I don't see any draft.","start":610.20496,"end":611.745,"sentiment":"negative","sentiment_score":-0.5154905438423156},{"text":"I don't see any other payment went through because your account is already showing a zero balance.","start":611.885,"end":617.665,"sentiment":"negative","sentiment_score":-0.5781456687871147}],"sentiment":"neutral","sentiment_score":-0.30718180164694786,"num_words":46,"start":599.57,"end":617.665},{"sentences":[{"text":"And the system will not be able to process or draft any amount if there is no unpaid invoice on the account.","start":617.96497,"end":625.68005,"sentiment":"negative","sentiment_score":-0.5320073786106977},{"text":"And we did not draft anything.","start":663.595,"end":665.775,"sentiment":"neutral","sentiment_score":-0.31002670526504517},{"text":"And we did not draft anything from your card today.","start":666.315,"end":669.215,"sentiment":"neutral","sentiment_score":-0.262147818505764},{"text":"I don't see any payment process.","start":669.995,"end":672.015,"sentiment":"neutral","sentiment_score":-0.17289267977078757},{"text":"I I can delete your card details, but rest assured, I don't see any payment processed today.","start":675.275,"end":688.18,"sentiment":"neutral","sentiment_score":-0.22932075051700368}],"sentiment":"negative","sentiment_score":-0.346255894811427,"num_words":61,"start":617.96497,"end":688.18},{"sentences":[{"text":"Tanisha, we don't tolerate that kind of force in the first place.","start":707.53894,"end":711.9589,"sentiment":"negative","sentiment_score":-0.5642965473234653},{"text":"Reason why there was a drop on","start":712.579,"end":714.3839,"sentiment":"negative","sentiment_score":-0.5372775367328099}],"sentiment":"negative","sentiment_score":-0.5543421750005922,"num_words":19,"start":707.53894,"end":714.3839}]}}]},{"alternatives":[{"transcript":"Much. Hi. How are you going? This is Tanisha DeGeneva. I've been speaking to you, like, every day about this. I've just had another payment come out of my account again. Yeah. That it that was fine. My account went back to normal. Now it's come out again. Yeah. Yeah. I got all that. I read all that because I was at work, But it's come out of my account again, and I want to take my card off now because I'm not having that. Yes. It came out let me log in. Okay. It came out at It it it keeps it keeps coming out. Like, it's saying it came out Friday at 12AM, which is not the case. My account is now negative $80 again, which I don't understand why it keeps going negative and payments keep coming out. Yeah. Yeah. No. So so yeah. So what happened, the Friday, I paid this thing. And then what I did was another payment came out on the Saturday. So I I pay I put the money in the account to not make it negative. I was happy to pay that because you said that the the the March month I paid and then the month of was April was still due. Right? So I I thought I'll put the money in that account because we agreed on Monday it was supposed to come out. But it came out on the Saturday, so I paid it. But then money kept coming out. Like, the Monday, it got taken out again. Right? So then you did the refund and it cleared it. So I I my account was not in negative. Now my account is back in negative. Yeah. Yes. No worries. Yes. Yep. Correct. Okay. So why is my account in negative again from you guys? Because it's literally the same amount, 79Dot95. No. The Saturday refund, I didn't want refunded back. I only wanted the Monday refunded because the Monday because my account wasn't in like, I fixed that on the Saturday. I paid it. So I put the money in so that I could cover the two the other invoice that would need to be paid. The Monday one needs to be refunded back, but I don't understand how my account's back in negative from this. But why why is your business taking money from my account though without my permission is what I wanna know. Mhmm. Yeah. But how can how can there be that many automatic fucking payments is what I'm saying. Because now I have to ring you every day while I'm at work to deal with this, and it's bullshit. So now I have to put money back into my account to make sure it's not negative and what tomorrow I'm gonna wake up with another payment out of my account because I'm actually ready to disconnect services. Correct. Correct. Yeah. Yeah. But I did but then no. But then on the Saturday the Saturday, another payment came out. Right? I was happy I was happy to put the money in the account, and I was like, sweet. It's done. But then Monday, the payment came out. And now my account is negative again. The audit so I've had to pay now 200 and something dollars for a fucking thing because your system keeps taking money out, bro. I don't understand that, and this is why I'm getting so angry because my I shouldn't have to wake up every day and be at work when my this stupid freaking payment keeps coming out of my account for no reason, bro. The bills are freaking up today, which I've done because Friday, I paid for it. It came out of my account on Saturday. I put money in. I was okay with that. Monday, it came out of my account. I got that refunded back. So I don't understand how my account's back and negative. There's what there's no extra money in my account, so I don't understand why my account's in negative. Okay. So my account's just in negative for no reason then today. That's why it's negative the same amount as for the bill. This is why I keep telling like, I'm trying to explain to you. This should not be happening, bro. Like, This is what this is what's gonna happen. You're gonna delete my card details from my account, and now I'm gonna look for another Internet provider because this is actually bullshit. Like, I'm supposed to go on holidays, and I'm taking money out of my holiday money to put it on there because your fucking stupid company keeps putting taking money out of my account, bro. That's not normal. I I don't care, bro. 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Hi. How are you going? This is Tanisha DeGeneva. I've been speaking to you, like, every day about this.\n\nI've just had another payment come out of my account again. Yeah. That it that was fine. My account went back to normal. Now it's come out again.\n\nYeah. Yeah. I got all that. I read all that because I was at work, But it's come out of my account again, and I want to take my card off now because I'm not having that. Yes.\n\nIt came out let me log in. Okay. It came out at It it it keeps it keeps coming out. Like, it's saying it came out Friday at 12AM, which is not the case. My account is now negative $80 again, which I don't understand why it keeps going negative and payments keep coming out.\n\nYeah. Yeah. No. So so yeah. So what happened, the Friday, I paid this thing.\n\nAnd then what I did was another payment came out on the Saturday. So I I pay I put the money in the account to not make it negative. I was happy to pay that because you said that the the the March month I paid and then the month of was April was still due. Right? So I I thought I'll put the money in that account because we agreed on Monday it was supposed to come out.\n\nBut it came out on the Saturday, so I paid it. But then money kept coming out. Like, the Monday, it got taken out again. Right? So then you did the refund and it cleared it.\n\nSo I I my account was not in negative. Now my account is back in negative. Yeah. Yes. No worries.\n\nYes. Yep. Correct. Okay. So why is my account in negative again from you guys?\n\nBecause it's literally the same amount, 79Dot95. No. The Saturday refund, I didn't want refunded back. I only wanted the Monday refunded because the Monday because my account wasn't in like, I fixed that on the Saturday. I paid it.\n\nSo I put the money in so that I could cover the two the other invoice that would need to be paid. The Monday one needs to be refunded back, but I don't understand how my account's back in negative from this. But why why is your business taking money from my account though without my permission is what I wanna know. Mhmm. Yeah.\n\nBut how can how can there be that many automatic fucking payments is what I'm saying. Because now I have to ring you every day while I'm at work to deal with this, and it's bullshit. So now I have to put money back into my account to make sure it's not negative and what tomorrow I'm gonna wake up with another payment out of my account because I'm actually ready to disconnect services. Correct. Correct.\n\nYeah. Yeah. But I did but then no. But then on the Saturday the Saturday, another payment came out. Right?\n\nI was happy I was happy to put the money in the account, and I was like, sweet. It's done. But then Monday, the payment came out. And now my account is negative again. The audit so I've had to pay now 200 and something dollars for a fucking thing because your system keeps taking money out, bro.\n\nI don't understand that, and this is why I'm getting so angry because my I shouldn't have to wake up every day and be at work when my this stupid freaking payment keeps coming out of my account for no reason, bro. The bills are freaking up today, which I've done because Friday, I paid for it. It came out of my account on Saturday. I put money in. I was okay with that.\n\nMonday, it came out of my account. I got that refunded back. So I don't understand how my account's back and negative. There's what there's no extra money in my account, so I don't understand why my account's in negative. Okay.\n\nSo my account's just in negative for no reason then today. That's why it's negative the same amount as for the bill. This is why I keep telling like, I'm trying to explain to you. This should not be happening, bro. Like, This is what this is what's gonna happen.\n\nYou're gonna delete my card details from my account, and now I'm gonna look for another Internet provider because this is actually bullshit. Like, I'm supposed to go on holidays, and I'm taking money out of my holiday money to put it on there because your fucking stupid company keeps putting taking money out of my account, bro. That's not normal. I I don't care, bro. I don't care because you're not helpful, man.","paragraphs":[{"sentences":[{"text":"Much.","start":0.96,"end":1.46,"sentiment":"positive","sentiment_score":0.5841405391693115},{"text":"Hi.","start":4.0,"end":4.24,"sentiment":"neutral","sentiment_score":0.090731181204319},{"text":"How are you going?","start":4.24,"end":4.7999997,"sentiment":"neutral","sentiment_score":0.09757241979241371},{"text":"This is Tanisha DeGeneva.","start":4.7999997,"end":6.1,"sentiment":"neutral","sentiment_score":0.04087469447404146},{"text":"I've been speaking to you, like, every day about this.","start":6.56,"end":9.38,"sentiment":"neutral","sentiment_score":-0.010344326309859753}],"sentiment":"neutral","sentiment_score":0.056260845717042686,"num_words":20,"start":0.96,"end":9.38},{"sentences":[{"text":"I've just had another payment come out of my account again.","start":9.5199995,"end":12.66,"sentiment":"neutral","sentiment_score":-0.2422299168326638},{"text":"Yeah.","start":21.154999,"end":21.555,"sentiment":"neutral","sentiment_score":0.08317957073450089},{"text":"That it that was fine.","start":21.555,"end":22.994999,"sentiment":"neutral","sentiment_score":0.20114391744136811},{"text":"My account went back to normal.","start":22.994999,"end":24.355,"sentiment":"neutral","sentiment_score":0.1743622546394666},{"text":"Now it's come out again.","start":24.355,"end":25.735,"sentiment":"neutral","sentiment_score":0.056662342697381976}],"sentiment":"neutral","sentiment_score":-0.008790881639080388,"num_words":28,"start":9.5199995,"end":25.735},{"sentences":[{"text":"Yeah.","start":39.03,"end":39.19,"sentiment":"neutral","sentiment_score":-0.002595803700387478},{"text":"Yeah.","start":39.19,"end":39.51,"sentiment":"neutral","sentiment_score":-0.003766358830034733},{"text":"I got all that.","start":39.51,"end":40.15,"sentiment":"neutral","sentiment_score":-0.03253273665904999},{"text":"I read all that because I was at work, But it's come out of my account again, and I want to take my card off now because I'm not having that.","start":40.15,"end":51.844997,"sentiment":"neutral","sentiment_score":-0.21585057952230977},{"text":"Yes.","start":57.12,"end":57.52,"sentiment":"neutral","sentiment_score":0.0348687618970871}],"sentiment":"neutral","sentiment_score":-0.17876295559108257,"num_words":38,"start":39.03,"end":57.52},{"sentences":[{"text":"It came out let me log in.","start":57.52,"end":60.5,"sentiment":"neutral","sentiment_score":0.027597205181206976},{"text":"Okay.","start":63.6,"end":64.08,"sentiment":"neutral","sentiment_score":0.0001094713807106018},{"text":"It came out at It it it keeps it keeps coming out.","start":64.08,"end":78.284996,"sentiment":"neutral","sentiment_score":-0.09001981412681441},{"text":"Like, it's saying it came out Friday at 12AM, which is not the case.","start":78.284996,"end":82.225,"sentiment":"neutral","sentiment_score":-0.14866942114063672},{"text":"My account is now negative $80 again, which I don't understand why it keeps going negative and payments keep coming out.","start":82.365,"end":90.920006,"sentiment":"negative","sentiment_score":-0.4143027989637284}],"sentiment":"neutral","sentiment_score":-0.2121577915650877,"num_words":55,"start":57.52,"end":90.920006},{"sentences":[{"text":"Yeah.","start":109.495,"end":109.735,"sentiment":"neutral","sentiment_score":0.0010705767199397087},{"text":"Yeah.","start":109.735,"end":110.055,"sentiment":"neutral","sentiment_score":0.008679664693772793},{"text":"No.","start":110.055,"end":110.555,"sentiment":"neutral","sentiment_score":-0.03348468989133835},{"text":"So so yeah.","start":112.295006,"end":114.135,"sentiment":"neutral","sentiment_score":-0.015734097609917324},{"text":"So what happened, the Friday, I paid this 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out.","start":554.02496,"end":558.425,"sentiment":"neutral","sentiment_score":-0.03614491292021491},{"text":"Right?","start":558.425,"end":558.925,"sentiment":"neutral","sentiment_score":0.0022117216140031815}],"sentiment":"neutral","sentiment_score":-0.050173706095665696,"num_words":20,"start":535.265,"end":558.925},{"sentences":[{"text":"I was happy I was happy to put the money in the account, and I was like, sweet.","start":558.985,"end":563.545,"sentiment":"positive","sentiment_score":0.34732542916511494},{"text":"It's done.","start":563.545,"end":564.285,"sentiment":"neutral","sentiment_score":0.2706218361854553},{"text":"But then Monday, the payment came out.","start":564.745,"end":568.01,"sentiment":"neutral","sentiment_score":-0.089010408946446},{"text":"And now my account is negative again.","start":569.19,"end":571.61,"sentiment":"neutral","sentiment_score":-0.29938324221542906},{"text":"The audit so I've had to pay now 200 and something dollars for a fucking thing because your system keeps taking money out, bro.","start":618.195,"end":633.25995,"sentiment":"negative","sentiment_score":-0.7291679394741853}],"sentiment":"neutral","sentiment_score":-0.23147732255466538,"num_words":58,"start":558.985,"end":633.25995},{"sentences":[{"text":"I don't understand that, and this is why I'm getting so angry because my I shouldn't have to wake up every day and be at work when my this stupid freaking payment keeps coming out of my account for no reason, bro.","start":633.50494,"end":645.36,"sentiment":"negative","sentiment_score":-0.7315508453618913},{"text":"The bills are freaking up today, which I've done because Friday, I paid for it.","start":645.44,"end":650.07996,"sentiment":"negative","sentiment_score":-0.41748029589653013},{"text":"It came out of my account on Saturday.","start":650.07996,"end":651.68,"sentiment":"neutral","sentiment_score":-0.2774781621992588},{"text":"I put money in.","start":651.68,"end":652.8,"sentiment":"neutral","sentiment_score":-0.1451391838490963},{"text":"I was okay with that.","start":652.8,"end":654.16,"sentiment":"neutral","sentiment_score":-0.07337468266487121}],"sentiment":"negative","sentiment_score":-0.5426296674319215,"num_words":74,"start":633.50494,"end":654.16},{"sentences":[{"text":"Monday, it came out of my account.","start":654.16,"end":656.1,"sentiment":"neutral","sentiment_score":-0.23347658131803786},{"text":"I got that refunded back.","start":656.39996,"end":657.68,"sentiment":"neutral","sentiment_score":-0.21461439430713652},{"text":"So I don't understand how my account's back and negative.","start":657.68,"end":659.955,"sentiment":"negative","sentiment_score":-0.6487270176410675},{"text":"There's what there's no extra money in my account, so I don't understand why my account's in negative.","start":659.955,"end":665.575,"sentiment":"negative","sentiment_score":-0.4946822159820133},{"text":"Okay.","start":670.59503,"end":670.91504,"sentiment":"neutral","sentiment_score":-0.10572683811187744}],"sentiment":"negative","sentiment_score":-0.44401670592587167,"num_words":41,"start":654.16,"end":670.91504},{"sentences":[{"text":"So my account's just in negative for no reason then today.","start":670.91504,"end":674.375,"sentiment":"neutral","sentiment_score":-0.3171306171200492},{"text":"That's why it's negative the same amount as for the bill.","start":674.66003,"end":677.22003,"sentiment":"negative","sentiment_score":-0.3410286239602349},{"text":"This is why I keep telling like, I'm trying to explain to you.","start":677.22003,"end":679.7,"sentiment":"negative","sentiment_score":-0.339482470200612},{"text":"This should not be happening, bro.","start":679.7,"end":681.4,"sentiment":"negative","sentiment_score":-0.3806694696346919},{"text":"Like, This is what this is what's gonna happen.","start":682.18,"end":689.085,"sentiment":"negative","sentiment_score":-0.3801397946145799}],"sentiment":"negative","sentiment_score":-0.34716597467660903,"num_words":50,"start":670.91504,"end":689.085},{"sentences":[{"text":"You're gonna delete my card details from my account, and now I'm gonna look for another Internet provider because this is actually bullshit.","start":689.085,"end":695.745,"sentiment":"negative","sentiment_score":-0.6252162858195927},{"text":"Like, I'm supposed to go on holidays, and I'm taking money out of my holiday money to put it on there because your fucking stupid company keeps putting taking money out of my account, bro.","start":696.605,"end":705.7,"sentiment":"negative","sentiment_score":-0.7005145430564881},{"text":"That's not normal.","start":705.7,"end":706.68,"sentiment":"negative","sentiment_score":-0.60764080286026},{"text":"I I don't care, bro.","start":710.26,"end":711.3,"sentiment":"negative","sentiment_score":-0.5419396340847016},{"text":"I don't care because you're not helpful, man.","start":711.3,"end":713.48,"sentiment":"negative","sentiment_score":-0.5662739537656307}],"sentiment":"negative","sentiment_score":-0.6481188620264465,"num_words":74,"start":689.085,"end":713.48}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you so much\n\nChannel 1: Much.\n\nChannel 0: for calling your bill account. How may I help you today?\n\nChannel 1: Hi. How are you going? This is Tanisha DeGeneva. I've been speaking to you, like, every day about this. I've just had another payment come out of my account again.\n\nChannel 0: Oh, I'm so sorry to hear about that. But yesterday, we already processed the refund.\n\nChannel 1: Yeah. That it that was fine. My account went back to normal. Now it's come out again.\n\nChannel 0: Let me just check on here. Yeah. Yesterday, I just wanted to make sure that the line was disconnected, and then I sent you the email. Have you received the email that\n\nChannel 1: Yeah.\n\nChannel 0: I\n\nChannel 1: Yeah.\n\nChannel 0: sent?\n\nChannel 1: I got all that. I\n\nChannel 0: Okay.\n\nChannel 1: read all that because I was at work,\n\nChannel 0: Mhmm. I understand.\n\nChannel 1: But it's come out of my account again, and I want to take my card off now because I'm\n\nChannel 0: Mhmm.\n\nChannel 1: not having that.\n\nChannel 0: Okay. You said today. Just today, this morning?\n\nChannel 1: Yes. It came out let me log in.\n\nChannel 0: Sure. Sure. In that way, I could locate it while I have\n\nChannel 1: Okay.\n\nChannel 0: you on the\n\nChannel 1: It\n\nChannel 0: line.\n\nChannel 1: came out at\n\nChannel 0: Or maybe\n\nChannel 1: It it\n\nChannel 0: that's the\n\nChannel 1: it\n\nChannel 0: payment\n\nChannel 1: keeps\n\nChannel 0: that was\n\nChannel 1: it keeps coming out. Like, it's saying it came out Friday at 12AM, which is not the case. My account is now negative $80 again, which I don't understand why it keeps going negative and payments keep coming out.\n\nChannel 0: yeah. The payment that was processed over the weekend has been taken care of. So I just wanted to recap. In that way, we have to make sure that we are on the same page. So over the weekend, there was one payment process That was Saturday, which\n\nChannel 1: Yeah.\n\nChannel 0: I\n\nChannel 1: Yeah.\n\nChannel 0: was able\n\nChannel 1: No.\n\nChannel 0: to locate, and then\n\nChannel 1: So\n\nChannel 0: yesterday.\n\nChannel 1: so yeah. So what happened, the Friday, I paid this thing. And then what I did was another payment came out on the Saturday. So I I pay I put the money in the account to not make it negative. I was happy to pay that because you said that the the the March month I paid and then the month of was April was still due.\n\nRight? So I I thought I'll put the money in that account because we agreed on Monday it was supposed to come out. But it came out on the Saturday, so I paid it. But then money kept coming out. Like, the Monday, it got taken out again.\n\nRight? So then you did the refund and it cleared it. So I I my account was not in negative. Now my account is back in negative.\n\nChannel 0: Mhmm. Okay. But let me check because I don't see any payment process after yesterday. After I processed the refund that was submitted yesterday for a payment, I refunded it back\n\nChannel 1: Yeah.\n\nChannel 0: because we considered the the payment yesterday and then the Saturday was refunded. But let\n\nChannel 1: Yes.\n\nChannel 0: me check if there's any payment during midnight. But this morning, there's none. Just be on the line for me. Okay?\n\nChannel 1: No\n\nChannel 0: And\n\nChannel 1: worries.\n\nChannel 0: then afterwards, we can process in removing your card to avoid this. Just bear\n\nChannel 1: Yes.\n\nChannel 0: with me. Thank you so much for patiently waiting on the line. And just\n\nChannel 1: Yep.\n\nChannel 0: to confirm, the last four digit of your card is 9747. It's a Mastercard. Right?\n\nChannel 1: Correct.\n\nChannel 0: Alright. So, Tanisha, I've already checked. I can confirm, there is no payment process after the payment yesterday.\n\nChannel 1: Okay. So why is my account in negative again from you guys? Because it's literally the same amount, 79Dot95.\n\nChannel 0: There is no charge after yesterday. So, again, there was a payment process Saturday and yesterday. So I refunded the Saturday payment, which should be come through to your account. Or do you did you receive any notification if that refund has been reflected to your account?\n\nChannel 1: No. The Saturday refund, I didn't want refunded back. I only wanted the Monday refunded because the Monday because my account wasn't in like, I fixed that on the Saturday.\n\nChannel 0: It's\n\nChannel 1: I paid it. So I put the money in so that I could cover the two the other invoice that would need to be paid. The Monday one needs to be refunded back, but I don't understand how my account's back in negative from this.\n\nChannel 0: But it's just the same. Right? Even we we put in the amount Saturday or Monday, it's just the same amount. You you spoke to me last Friday. We agreed process Monday.\n\nReason why, what I refunded is unscheduled draft Saturday, which should be reflected to your account. So after yesterday, I don't see any draft from Airtel.\n\nChannel 1: But why why is your business taking money from my account though without my permission is what I wanna know.\n\nChannel 0: Alright. So, Tanisha, here's the thing. If our customer process initially their payment through ANZ, put in their card details, and save, it will automatically be enrolled for automatic payment.\n\nChannel 1: Mhmm. Yeah. But\n\nChannel 0: You\n\nChannel 1: how\n\nChannel 0: have\n\nChannel 1: can\n\nChannel 0: an option.\n\nChannel 1: how can there be that many automatic fucking payments is what I'm saying. Because now I have to ring you every day while I'm\n\nChannel 0: No.\n\nChannel 1: at\n\nChannel 0: No. No.\n\nChannel 1: work to deal with this, and it's bullshit. So now I have to put money back into my account to make sure it's not negative and what tomorrow I'm gonna wake up with another payment out of my account because I'm actually ready\n\nChannel 0: I\n\nChannel 1: to disconnect\n\nChannel 0: could delete your\n\nChannel 1: services.\n\nChannel 0: I could delete your card details after this, but I just wanted to explain to you what happened, like, what I've explained to you last time. So last Friday, you do have overdue invoices for two months.\n\nChannel 1: Correct. Correct.\n\nChannel 0: Okay? You just processed one. So you left the other one unpaid\n\nChannel 1: Yeah.\n\nChannel 0: without notifying us, without replying to our communication when you can settle the amount. Reason why our back end is continuously processing an unpaid invoices\n\nChannel 1: Yeah.\n\nChannel 0: with those long\n\nChannel 1: But\n\nChannel 0: overdue.\n\nChannel 1: I\n\nChannel 0: Then\n\nChannel 1: did but\n\nChannel 0: we\n\nChannel 1: then\n\nChannel 0: talk\n\nChannel 1: no. But\n\nChannel 0: I\n\nChannel 1: then on the Saturday\n\nChannel 0: sent\n\nChannel 1: the Saturday,\n\nChannel 0: you\n\nChannel 1: another payment came out. Right? I\n\nChannel 0: Yeah.\n\nChannel 1: was\n\nChannel 0: That's\n\nChannel 1: happy\n\nChannel 0: correct.\n\nChannel 1: I was happy to put the money in the account, and I was like, sweet. It's done. But then Monday, the payment came out.\n\nChannel 0: Yeah.\n\nChannel 1: And\n\nChannel 0: I've\n\nChannel 1: now\n\nChannel 0: already\n\nChannel 1: my account\n\nChannel 0: explained\n\nChannel 1: is\n\nChannel 0: it\n\nChannel 1: negative\n\nChannel 0: to your email.\n\nChannel 1: again.\n\nChannel 0: Over the weekend, I refunded you the Friday, and then over the weekend, we are happy happy that you're ready to settle it. So it's processed. I've told you to the email that it was processed. It just so happened over the weekend, it might not reflect on the account real time. Reason why Monday, it's showing unpaid.\n\nReason why the system process again, which is already scheduled. And then you called in. I talked to you. We refunded this the extra amount of $79.95 yesterday. And then after yesterday, I've already shared it on my end.\n\nI don't see any draft. I don't see any other payment went through because your account is already showing a zero balance. And the\n\nChannel 1: The\n\nChannel 0: system\n\nChannel 1: audit\n\nChannel 0: will not be able to process or draft any amount if there is no unpaid invoice on the account.\n\nChannel 1: so I've had to pay now 200 and something dollars for a fucking thing because your system keeps taking money out, bro. I don't understand that, and this is why I'm getting so angry because my I shouldn't have to wake up every day and be at work when my this stupid freaking payment keeps coming out of my account for no reason, bro. The bills are freaking up today, which I've done because Friday, I paid for it. It came out of my account on Saturday. I put money in.\n\nI was okay with that. Monday, it came out of my account. I got that refunded back. So I don't understand how my account's back and negative. There's what there's no extra money in my account, so I don't understand\n\nChannel 0: And we\n\nChannel 1: why\n\nChannel 0: did\n\nChannel 1: my\n\nChannel 0: not\n\nChannel 1: account's\n\nChannel 0: draft\n\nChannel 1: in negative.\n\nChannel 0: anything. And we did not draft anything from your card today. I don't see\n\nChannel 1: Okay.\n\nChannel 0: any\n\nChannel 1: So\n\nChannel 0: payment\n\nChannel 1: my account's\n\nChannel 0: process.\n\nChannel 1: just in negative for no reason then today. That's why it's negative\n\nChannel 0: I\n\nChannel 1: the same amount as for the bill. This is why I keep telling like, I'm trying to explain to you. This should not be happening, bro.\n\nChannel 0: I can\n\nChannel 1: Like,\n\nChannel 0: delete your card details, but rest assured, I don't see any payment processed\n\nChannel 1: This\n\nChannel 0: today.\n\nChannel 1: is what this is what's gonna happen. You're gonna delete my card details from my account, and now I'm gonna look for another Internet provider because this is actually bullshit. Like, I'm supposed to go on holidays, and I'm taking money out of my holiday money to put it on there because your fucking stupid company keeps putting taking money out of my account, bro. That's not normal.\n\nChannel 0: Tanisha, we don't tolerate that kind of\n\nChannel 1: I\n\nChannel 0: force\n\nChannel 1: I don't\n\nChannel 0: in\n\nChannel 1: care,\n\nChannel 0: the first\n\nChannel 1: bro. I don't\n\nChannel 0: place.\n\nChannel 1: care because you're not helpful,\n\nChannel 0: Reason why\n\nChannel 1: man.\n\nChannel 0: there was a drop on","paragraphs":[{"sentences":[{"text":"Thank you so much","start":0.08,"end":0.98,"sentiment":"positive","sentiment_score":0.7287971675395966}],"sentiment":"positive","sentiment_score":0.7287971675395966,"channel":0,"num_words":4,"start":0.08,"end":0.98},{"sentences":[{"text":"Much.","start":0.96,"end":1.46,"sentiment":"positive","sentiment_score":0.5841405391693115}],"sentiment":"positive","sentiment_score":0.5841405391693115,"channel":1,"num_words":1,"start":0.96,"end":1.46},{"sentences":[{"text":"for calling your bill account.","start":1.04,"end":2.48,"sentiment":"positive","sentiment_score":0.5976536750793457},{"text":"How may I help you today?","start":2.48,"end":3.78,"sentiment":"positive","sentiment_score":0.4457651873429616}],"sentiment":"positive","sentiment_score":0.514805409041318,"channel":0,"num_words":11,"start":1.04,"end":3.78},{"sentences":[{"text":"Hi.","start":4.0,"end":4.24,"sentiment":"neutral","sentiment_score":0.090731181204319},{"text":"How are you going?","start":4.24,"end":4.7999997,"sentiment":"neutral","sentiment_score":0.09757241979241371},{"text":"This is Tanisha DeGeneva.","start":4.7999997,"end":6.1,"sentiment":"neutral","sentiment_score":0.04087469447404146},{"text":"I've been speaking to you, like, every day about this.","start":6.56,"end":9.38,"sentiment":"neutral","sentiment_score":-0.010344326309859753},{"text":"I've just had another payment come out of my account again.","start":9.5199995,"end":12.66,"sentiment":"neutral","sentiment_score":-0.2422299168326638}],"sentiment":"neutral","sentiment_score":-0.07078175699959198,"channel":1,"num_words":30,"start":4.0,"end":12.66},{"sentences":[{"text":"Oh, I'm so sorry to hear about that.","start":15.724999,"end":17.645,"sentiment":"neutral","sentiment_score":-0.23990301974117756},{"text":"But yesterday, we already processed the refund.","start":17.645,"end":20.465,"sentiment":"neutral","sentiment_score":-0.0636721242751394}],"sentiment":"neutral","sentiment_score":-0.15766193519035976,"channel":0,"num_words":15,"start":15.724999,"end":20.465},{"sentences":[{"text":"Yeah.","start":21.154999,"end":21.555,"sentiment":"neutral","sentiment_score":0.08317957073450089},{"text":"That it that was fine.","start":21.555,"end":22.994999,"sentiment":"neutral","sentiment_score":0.20114391744136811},{"text":"My account went back to normal.","start":22.994999,"end":24.355,"sentiment":"neutral","sentiment_score":0.1743622546394666},{"text":"Now it's come out again.","start":24.355,"end":25.735,"sentiment":"neutral","sentiment_score":0.056662342697381976}],"sentiment":"neutral","sentiment_score":0.14225790583912065,"channel":1,"num_words":17,"start":21.154999,"end":25.735},{"sentences":[{"text":"Let me just check on here.","start":28.95,"end":30.65,"sentiment":"neutral","sentiment_score":0.04063826116422812},{"text":"Yeah.","start":31.03,"end":31.43,"sentiment":"neutral","sentiment_score":0.016161054372787476},{"text":"Yesterday, I just wanted to make sure that the line was disconnected, and then I sent you the email.","start":31.43,"end":37.59,"sentiment":"neutral","sentiment_score":-0.00022977414099793693},{"text":"Have you received the email that","start":37.59,"end":39.11,"sentiment":"neutral","sentiment_score":0.0025456280757983527}],"sentiment":"neutral","sentiment_score":0.008465583785437047,"channel":0,"num_words":32,"start":28.95,"end":39.11},{"sentences":[{"text":"Yeah.","start":39.03,"end":39.19,"sentiment":"neutral","sentiment_score":-0.002595803700387478}],"sentiment":"neutral","sentiment_score":-0.002595803700387478,"channel":1,"num_words":1,"start":39.03,"end":39.19},{"sentences":[{"text":"I","start":39.11,"end":39.35,"sentiment":"neutral","sentiment_score":-0.0031973998993635178}],"sentiment":"neutral","sentiment_score":-0.0031973998993635178,"channel":0,"num_words":1,"start":39.11,"end":39.35},{"sentences":[{"text":"Yeah.","start":39.19,"end":39.51,"sentiment":"neutral","sentiment_score":-0.003766358830034733}],"sentiment":"neutral","sentiment_score":-0.003766358830034733,"channel":1,"num_words":1,"start":39.19,"end":39.51},{"sentences":[{"text":"sent?","start":39.35,"end":39.795,"sentiment":"neutral","sentiment_score":-0.008790134452283382}],"sentiment":"neutral","sentiment_score":-0.008790134452283382,"channel":0,"num_words":1,"start":39.35,"end":39.795},{"sentences":[{"text":"I got all that.","start":39.51,"end":40.15,"sentiment":"neutral","sentiment_score":-0.03253273665904999},{"text":"I","start":40.15,"end":40.309998,"sentiment":"neutral","sentiment_score":-0.03386593610048294}],"sentiment":"neutral","sentiment_score":-0.03279937654733658,"channel":1,"num_words":5,"start":39.51,"end":40.309998},{"sentences":[{"text":"Okay.","start":40.274998,"end":40.774998,"sentiment":"neutral","sentiment_score":-0.03586532920598984}],"sentiment":"neutral","sentiment_score":-0.03586532920598984,"channel":0,"num_words":1,"start":40.274998,"end":40.774998},{"sentences":[{"text":"read all that because I was at work,","start":40.309998,"end":42.09,"sentiment":"neutral","sentiment_score":-0.074796621222049}],"sentiment":"neutral","sentiment_score":-0.074796621222049,"channel":1,"num_words":8,"start":40.309998,"end":42.09},{"sentences":[{"text":"Mhmm.","start":42.355,"end":42.675,"sentiment":"neutral","sentiment_score":-0.07002335786819458},{"text":"I understand.","start":42.675,"end":43.335,"sentiment":"neutral","sentiment_score":-0.10405557230114937}],"sentiment":"neutral","sentiment_score":-0.09271150082349777,"channel":0,"num_words":3,"start":42.355,"end":43.335},{"sentences":[{"text":"But it's come out of my account again, and I want to take my card off now because I'm","start":44.465,"end":50.864998,"sentiment":"neutral","sentiment_score":-0.2819357984944394}],"sentiment":"neutral","sentiment_score":-0.2819357984944394,"channel":1,"num_words":19,"start":44.465,"end":50.864998},{"sentences":[{"text":"Mhmm.","start":50.835,"end":51.335,"sentiment":"neutral","sentiment_score":-0.20322023332118988}],"sentiment":"neutral","sentiment_score":-0.20322023332118988,"channel":0,"num_words":1,"start":50.835,"end":51.335},{"sentences":[{"text":"not having that.","start":50.864998,"end":51.844997,"sentiment":"neutral","sentiment_score":-0.23411629597345987}],"sentiment":"neutral","sentiment_score":-0.23411629597345987,"channel":1,"num_words":3,"start":50.864998,"end":51.844997},{"sentences":[{"text":"Okay.","start":52.754997,"end":53.254997,"sentiment":"neutral","sentiment_score":-0.014087519608438017},{"text":"You said today.","start":54.25,"end":55.289997,"sentiment":"neutral","sentiment_score":-0.005781081194678943},{"text":"Just today, this morning?","start":55.289997,"end":56.75,"sentiment":"neutral","sentiment_score":0.00815492426045239}],"sentiment":"neutral","sentiment_score":0.00014861673116683982,"channel":0,"num_words":8,"start":52.754997,"end":56.75},{"sentences":[{"text":"Yes.","start":57.12,"end":57.52,"sentiment":"neutral","sentiment_score":0.0348687618970871},{"text":"It came out let me log in.","start":57.52,"end":60.5,"sentiment":"neutral","sentiment_score":0.027597205181206976}],"sentiment":"neutral","sentiment_score":0.02850614977069199,"channel":1,"num_words":8,"start":57.12,"end":60.5},{"sentences":[{"text":"Sure.","start":60.809998,"end":61.129997,"sentiment":"neutral","sentiment_score":0.05209004878997803},{"text":"Sure.","start":61.129997,"end":61.53,"sentiment":"neutral","sentiment_score":0.04879682511091232},{"text":"In that way, I could locate it while I have","start":61.53,"end":63.69,"sentiment":"neutral","sentiment_score":0.03650991674512625}],"sentiment":"neutral","sentiment_score":0.0388321701126794,"channel":0,"num_words":12,"start":60.809998,"end":63.69},{"sentences":[{"text":"Okay.","start":63.6,"end":64.08,"sentiment":"neutral","sentiment_score":0.0001094713807106018}],"sentiment":"neutral","sentiment_score":0.0001094713807106018,"channel":1,"num_words":1,"start":63.6,"end":64.08},{"sentences":[{"text":"you on the","start":63.69,"end":64.09,"sentiment":"neutral","sentiment_score":-0.005560607028504212}],"sentiment":"neutral","sentiment_score":-0.005560607028504212,"channel":0,"num_words":3,"start":63.69,"end":64.09},{"sentences":[{"text":"It","start":64.08,"end":64.32,"sentiment":"neutral","sentiment_score":-0.004412751644849777}],"sentiment":"neutral","sentiment_score":-0.004412751644849777,"channel":1,"num_words":1,"start":64.08,"end":64.32},{"sentences":[{"text":"line.","start":64.09,"end":64.59,"sentiment":"neutral","sentiment_score":-0.009034184738993645}],"sentiment":"neutral","sentiment_score":-0.009034184738993645,"channel":0,"num_words":1,"start":64.09,"end":64.59},{"sentences":[{"text":"came out at","start":64.32,"end":65.619995,"sentiment":"neutral","sentiment_score":-0.0110594534004728}],"sentiment":"neutral","sentiment_score":-0.0110594534004728,"channel":1,"num_words":3,"start":64.32,"end":65.619995},{"sentences":[{"text":"Or maybe","start":74.435,"end":75.475,"sentiment":"neutral","sentiment_score":-0.0202883780002594}],"sentiment":"neutral","sentiment_score":-0.0202883780002594,"channel":0,"num_words":2,"start":74.435,"end":75.475},{"sentences":[{"text":"It it","start":75.085,"end":75.884995,"sentiment":"neutral","sentiment_score":-0.05159051902592182}],"sentiment":"neutral","sentiment_score":-0.05159051902592182,"channel":1,"num_words":2,"start":75.085,"end":75.884995},{"sentences":[{"text":"that's 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then what I did was another payment came out on the Saturday.","start":117.78,"end":122.28,"sentiment":"neutral","sentiment_score":-0.026248979167296335},{"text":"So I I pay I put the money in the account to not make it negative.","start":122.58,"end":126.5,"sentiment":"neutral","sentiment_score":0.06656750617548823},{"text":"I was happy to pay that because you said that the the the March month I paid and then the month of was April was still due.","start":126.5,"end":135.785,"sentiment":"neutral","sentiment_score":0.263328539552512}],"sentiment":"neutral","sentiment_score":0.11368981493053151,"channel":1,"num_words":67,"start":113.655,"end":135.785},{"sentences":[{"text":"Right?","start":136.245,"end":136.565,"sentiment":"neutral","sentiment_score":0.11608311533927916},{"text":"So I I thought I'll put the money in that account because we agreed on Monday it was supposed to come out.","start":136.565,"end":142.41,"sentiment":"neutral","sentiment_score":0.08218303746120496},{"text":"But it came out on the Saturday, so I paid it.","start":142.65001,"end":145.23001,"sentiment":"neutral","sentiment_score":-0.03463779068128629},{"text":"But then money kept coming out.","start":145.45,"end":148.25,"sentiment":"negative","sentiment_score":-0.4286162753899892},{"text":"Like, the Monday, it got taken out again.","start":148.25,"end":150.51001,"sentiment":"negative","sentiment_score":-0.36331121250987053}],"sentiment":"neutral","sentiment_score":-0.0819811064672346,"channel":1,"num_words":48,"start":136.245,"end":150.51001},{"sentences":[{"text":"Right?","start":151.05,"end":151.45,"sentiment":"neutral","sentiment_score":-0.1323915272951126},{"text":"So then you did the refund and it cleared it.","start":151.45,"end":154.01001,"sentiment":"neutral","sentiment_score":-0.13383121490478517},{"text":"So I I my account was not in negative.","start":154.01001,"end":155.87001,"sentiment":"negative","sentiment_score":-0.427683401438925},{"text":"Now my account is back in 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me.","start":185.225,"end":186.585,"sentiment":"neutral","sentiment_score":0.001818232770477022},{"text":"Okay?","start":186.585,"end":187.085,"sentiment":"neutral","sentiment_score":0.022263940423727036}],"sentiment":"neutral","sentiment_score":-0.028532440463701885,"channel":0,"num_words":21,"start":180.585,"end":187.085},{"sentences":[{"text":"No","start":187.28001,"end":187.52,"sentiment":"neutral","sentiment_score":0.01995397731661797}],"sentiment":"neutral","sentiment_score":0.01995397731661797,"channel":1,"num_words":1,"start":187.28001,"end":187.52},{"sentences":[{"text":"And","start":187.38501,"end":187.54501,"sentiment":"neutral","sentiment_score":-0.0319075845181942}],"sentiment":"neutral","sentiment_score":-0.0319075845181942,"channel":0,"num_words":1,"start":187.38501,"end":187.54501},{"sentences":[{"text":"worries.","start":187.52,"end":188.02,"sentiment":"neutral","sentiment_score":-0.006797581911087036}],"sentiment":"neutral","sentiment_score":-0.006797581911087036,"channel":1,"num_words":1,"start":187.52,"end":188.02},{"sentences":[{"text":"then afterwards, we can process in removing your card to avoid this.","start":187.54501,"end":192.425,"sentiment":"neutral","sentiment_score":0.0016501542801658313},{"text":"Just bear","start":192.425,"end":192.905,"sentiment":"neutral","sentiment_score":0.05088600143790245}],"sentiment":"neutral","sentiment_score":0.008683846731271063,"channel":0,"num_words":14,"start":187.54501,"end":192.905},{"sentences":[{"text":"Yes.","start":192.80501,"end":193.30501,"sentiment":"neutral","sentiment_score":0.11871906369924544}],"sentiment":"neutral","sentiment_score":0.11871906369924544,"channel":1,"num_words":1,"start":192.80501,"end":193.30501},{"sentences":[{"text":"with me.","start":192.905,"end":193.645,"sentiment":"neutral","sentiment_score":0.13505522906780243},{"text":"Thank you so much for patiently waiting on the line.","start":362.615,"end":365.175,"sentiment":"positive","sentiment_score":0.6150335729122162},{"text":"And just","start":365.175,"end":365.76,"sentiment":"neutral","sentiment_score":0.2670661211013794}],"sentiment":"positive","sentiment_score":0.49675560210432324,"channel":0,"num_words":14,"start":192.905,"end":365.76},{"sentences":[{"text":"Yep.","start":365.655,"end":366.155,"sentiment":"neutral","sentiment_score":0.171682208776474}],"sentiment":"neutral","sentiment_score":0.171682208776474,"channel":1,"num_words":1,"start":365.655,"end":366.155},{"sentences":[{"text":"to confirm, the last four digit of your card is 9747.","start":365.84,"end":371.30002,"sentiment":"neutral","sentiment_score":0.13169512897729874},{"text":"It's a Mastercard.","start":371.36002,"end":372.26,"sentiment":"neutral","sentiment_score":0.1297332967321078},{"text":"Right?","start":372.64,"end":373.14,"sentiment":"neutral","sentiment_score":0.12179344892501832}],"sentiment":"neutral","sentiment_score":0.1306426505247752,"channel":0,"num_words":15,"start":365.84,"end":373.14},{"sentences":[{"text":"Correct.","start":373.45,"end":373.95,"sentiment":"neutral","sentiment_score":0.10948695987462996}],"sentiment":"neutral","sentiment_score":0.10948695987462996,"channel":1,"num_words":1,"start":373.45,"end":373.95},{"sentences":[{"text":"Alright.","start":374.32,"end":374.80002,"sentiment":"neutral","sentiment_score":0.10631950944662094},{"text":"So, Tanisha, I've already checked.","start":374.80002,"end":377.14,"sentiment":"neutral","sentiment_score":0.10437464267015457},{"text":"I can confirm, there is no payment process after the payment yesterday.","start":377.44,"end":382.585,"sentiment":"neutral","sentiment_score":0.011889512029786905}],"sentiment":"neutral","sentiment_score":0.04282593706415759,"channel":0,"num_words":18,"start":374.32,"end":382.585},{"sentences":[{"text":"Okay.","start":383.94498,"end":384.185,"sentiment":"neutral","sentiment_score":-0.07158349454402924},{"text":"So why is my account in negative again from you guys?","start":384.185,"end":386.985,"sentiment":"neutral","sentiment_score":-0.3015663691542365},{"text":"Because it's literally the same amount, 79Dot95.","start":386.985,"end":391.16498,"sentiment":"neutral","sentiment_score":-0.16307198256254196}],"sentiment":"neutral","sentiment_score":-0.23843775964096972,"channel":1,"num_words":19,"start":383.94498,"end":391.16498},{"sentences":[{"text":"There is no charge after yesterday.","start":392.16498,"end":395.145,"sentiment":"neutral","sentiment_score":-0.12327727923790614},{"text":"So, again, there was a payment process Saturday and yesterday.","start":395.75998,"end":399.53998,"sentiment":"neutral","sentiment_score":-0.07994110472500324},{"text":"So I refunded the Saturday payment, which should be come through to your account.","start":399.75998,"end":405.37997,"sentiment":"neutral","sentiment_score":0.02461887536836522},{"text":"Or do you did you receive any notification if that refund has been reflected to your account?","start":405.75998,"end":410.97998,"sentiment":"neutral","sentiment_score":-0.055454712361097336}],"sentiment":"neutral","sentiment_score":-0.045471076120404484,"channel":0,"num_words":47,"start":392.16498,"end":410.97998},{"sentences":[{"text":"No.","start":413.15503,"end":413.55502,"sentiment":"neutral","sentiment_score":-0.26160240173339844},{"text":"The Saturday refund, I didn't want refunded back.","start":413.55502,"end":417.875,"sentiment":"neutral","sentiment_score":-0.33210572227835655},{"text":"I only wanted the Monday refunded because the Monday because my account wasn't in like, I fixed that on the Saturday.","start":417.875,"end":425.635,"sentiment":"neutral","sentiment_score":-0.2712592439992087}],"sentiment":"neutral","sentiment_score":-0.28716307679812114,"channel":1,"num_words":30,"start":413.15503,"end":425.635},{"sentences":[{"text":"It's","start":425.175,"end":425.58,"sentiment":"neutral","sentiment_score":-0.20525436103343964}],"sentiment":"neutral","sentiment_score":-0.20525436103343964,"channel":0,"num_words":1,"start":425.175,"end":425.58},{"sentences":[{"text":"I paid it.","start":425.635,"end":426.51,"sentiment":"neutral","sentiment_score":-0.17885854343573251},{"text":"So I put the money in so that I could cover the two the other invoice that would need to be paid.","start":426.75,"end":432.67,"sentiment":"neutral","sentiment_score":-0.17462889409878038},{"text":"The Monday one needs to be refunded back, but I don't understand how my account's back in negative from this.","start":432.67,"end":440.05002,"sentiment":"negative","sentiment_score":-0.35254050344228743}],"sentiment":"neutral","sentiment_score":-0.25398269709613586,"channel":1,"num_words":45,"start":425.635,"end":440.05002},{"sentences":[{"text":"But it's just the same.","start":439.595,"end":440.71503,"sentiment":"neutral","sentiment_score":-0.18886347115039825},{"text":"Right?","start":440.71503,"end":441.11502,"sentiment":"neutral","sentiment_score":-0.09440145641565324},{"text":"Even we we put in the amount Saturday or Monday, it's just the same amount.","start":441.11502,"end":446.33502,"sentiment":"neutral","sentiment_score":-0.15344703843196233},{"text":"You you spoke to me last Friday.","start":447.915,"end":451.375,"sentiment":"neutral","sentiment_score":-0.15728557322706496},{"text":"We agreed process Monday.","start":451.755,"end":453.41,"sentiment":"neutral","sentiment_score":-0.11159187369048595}],"sentiment":"neutral","sentiment_score":-0.15274346549995244,"channel":0,"num_words":32,"start":439.595,"end":453.41},{"sentences":[{"text":"Reason why, what I refunded is unscheduled draft Saturday, which should be reflected to your account.","start":453.47,"end":461.65,"sentiment":"negative","sentiment_score":-0.34991188580170274},{"text":"So after yesterday, I don't see any draft from Airtel.","start":462.43,"end":466.53,"sentiment":"neutral","sentiment_score":-0.25163359493017196}],"sentiment":"neutral","sentiment_score":-0.31211254315880627,"channel":0,"num_words":26,"start":453.47,"end":466.53},{"sentences":[{"text":"But why why is your business taking money from my account though without my permission is what I wanna know.","start":466.51,"end":472.635,"sentiment":"negative","sentiment_score":-0.5313556253910064}],"sentiment":"negative","sentiment_score":-0.5313556253910064,"channel":1,"num_words":20,"start":466.51,"end":472.635},{"sentences":[{"text":"Alright.","start":473.115,"end":473.615,"sentiment":"neutral","sentiment_score":0.02188136056065559},{"text":"So, Tanisha, here's the thing.","start":473.915,"end":476.095,"sentiment":"neutral","sentiment_score":0.04862132370471954},{"text":"If our customer process initially their payment through ANZ, put in their card details, and save, it will automatically be enrolled for automatic payment.","start":476.635,"end":491.75,"sentiment":"neutral","sentiment_score":0.03199353775319954}],"sentiment":"neutral","sentiment_score":0.03442776283870141,"channel":0,"num_words":30,"start":473.115,"end":491.75},{"sentences":[{"text":"Mhmm.","start":491.71,"end":492.03,"sentiment":"neutral","sentiment_score":-0.06307823210954666},{"text":"Yeah.","start":492.03,"end":492.35,"sentiment":"neutral","sentiment_score":-0.07141734659671783},{"text":"But","start":492.35,"end":492.59,"sentiment":"neutral","sentiment_score":-0.10983482003211976}],"sentiment":"neutral","sentiment_score":-0.08144346624612808,"channel":1,"num_words":3,"start":491.71,"end":492.59},{"sentences":[{"text":"You","start":492.37,"end":492.61002,"sentiment":"neutral","sentiment_score":-0.25711870193481445}],"sentiment":"neutral","sentiment_score":-0.25711870193481445,"channel":0,"num_words":1,"start":492.37,"end":492.61002},{"sentences":[{"text":"how","start":492.59,"end":492.75,"sentiment":"neutral","sentiment_score":-0.32637783885002136}],"sentiment":"neutral","sentiment_score":-0.32637783885002136,"channel":1,"num_words":1,"start":492.59,"end":492.75},{"sentences":[{"text":"have","start":492.61002,"end":492.85,"sentiment":"neutral","sentiment_score":-0.26240918040275574}],"sentiment":"neutral","sentiment_score":-0.26240918040275574,"channel":0,"num_words":1,"start":492.61002,"end":492.85},{"sentences":[{"text":"can","start":492.75,"end":493.15,"sentiment":"neutral","sentiment_score":-0.31307193636894226}],"sentiment":"neutral","sentiment_score":-0.31307193636894226,"channel":1,"num_words":1,"start":492.75,"end":493.15},{"sentences":[{"text":"an option.","start":492.85,"end":493.51,"sentiment":"neutral","sentiment_score":-0.29272717237472534}],"sentiment":"neutral","sentiment_score":-0.29272717237472534,"channel":0,"num_words":2,"start":492.85,"end":493.51},{"sentences":[{"text":"how can there be that many automatic fucking payments is what I'm saying.","start":493.15,"end":496.92502,"sentiment":"negative","sentiment_score":-0.5072765785914201},{"text":"Because now I have to ring you every day while 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to deal with this, and it's bullshit.","start":500.36502,"end":502.605,"sentiment":"negative","sentiment_score":-0.6351767182350159},{"text":"So now I have to put money back into my account to make sure it's not negative and what tomorrow I'm gonna wake up with another payment out of my account because I'm actually ready","start":502.605,"end":511.75,"sentiment":"negative","sentiment_score":-0.3531314811536244}],"sentiment":"negative","sentiment_score":-0.4056050136338833,"channel":1,"num_words":43,"start":500.36502,"end":511.75},{"sentences":[{"text":"I","start":511.67,"end":511.99002,"sentiment":"neutral","sentiment_score":-0.25327402353286743}],"sentiment":"neutral","sentiment_score":-0.25327402353286743,"channel":0,"num_words":1,"start":511.67,"end":511.99002},{"sentences":[{"text":"to 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account's","start":671.315,"end":671.875,"sentiment":"neutral","sentiment_score":-0.26822584867477417}],"sentiment":"neutral","sentiment_score":-0.26822584867477417,"channel":1,"num_words":2,"start":671.315,"end":671.875},{"sentences":[{"text":"process.","start":671.515,"end":672.015,"sentiment":"neutral","sentiment_score":-0.22437821328639984}],"sentiment":"neutral","sentiment_score":-0.22437821328639984,"channel":0,"num_words":1,"start":671.515,"end":672.015},{"sentences":[{"text":"just in negative for no reason then today.","start":671.875,"end":674.375,"sentiment":"negative","sentiment_score":-0.3487669453024864},{"text":"That's why it's negative","start":674.66003,"end":675.62,"sentiment":"neutral","sentiment_score":-0.3179744593799114}],"sentiment":"negative","sentiment_score":-0.33850278332829475,"channel":1,"num_words":12,"start":671.875,"end":675.62},{"sentences":[{"text":"I","start":675.275,"end":675.775,"sentiment":"negative","sentiment_score":-0.34466972947120667}],"sentiment":"negative","sentiment_score":-0.34466972947120667,"channel":0,"num_words":1,"start":675.275,"end":675.775},{"sentences":[{"text":"the same amount as for the bill.","start":675.62,"end":677.22003,"sentiment":"negative","sentiment_score":-0.35420243229184833},{"text":"This is why I keep telling like, I'm trying to explain to you.","start":677.22003,"end":679.7,"sentiment":"negative","sentiment_score":-0.339482470200612},{"text":"This should not be happening, bro.","start":679.7,"end":681.4,"sentiment":"negative","sentiment_score":-0.3806694696346919}],"sentiment":"negative","sentiment_score":-0.3529502290945787,"channel":1,"num_words":26,"start":675.62,"end":681.4},{"sentences":[{"text":"I can","start":681.83997,"end":682.31995,"sentiment":"neutral","sentiment_score":-0.20102262496948242}],"sentiment":"neutral","sentiment_score":-0.20102262496948242,"channel":0,"num_words":2,"start":681.83997,"end":682.31995},{"sentences":[{"text":"Like,","start":682.18,"end":682.68,"sentiment":"neutral","sentiment_score":-0.21178027987480164}],"sentiment":"neutral","sentiment_score":-0.21178027987480164,"channel":1,"num_words":1,"start":682.18,"end":682.68},{"sentences":[{"text":"delete your card details, but rest assured, I don't see any payment processed","start":682.31995,"end":687.54,"sentiment":"neutral","sentiment_score":-0.2193198295739981}],"sentiment":"neutral","sentiment_score":-0.2193198295739981,"channel":0,"num_words":13,"start":682.31995,"end":687.54},{"sentences":[{"text":"This","start":687.485,"end":687.725,"sentiment":"neutral","sentiment_score":-0.2698277533054352}],"sentiment":"neutral","sentiment_score":-0.2698277533054352,"channel":1,"num_words":1,"start":687.485,"end":687.725},{"sentences":[{"text":"today.","start":687.68,"end":688.18,"sentiment":"neutral","sentiment_score":-0.3005799949169159}],"sentiment":"neutral","sentiment_score":-0.3005799949169159,"channel":0,"num_words":1,"start":687.68,"end":688.18},{"sentences":[{"text":"is what this is what's gonna happen.","start":687.725,"end":689.085,"sentiment":"negative","sentiment_score":-0.41995001690728323},{"text":"You're gonna delete my card details from my account, and now I'm gonna look for another Internet provider because this is actually bullshit.","start":689.085,"end":695.745,"sentiment":"negative","sentiment_score":-0.6252162858195927},{"text":"Like, I'm supposed to go on holidays, and I'm taking money out of my holiday money to put it on there because your fucking stupid company keeps putting taking money out of my account, bro.","start":696.605,"end":705.7,"sentiment":"negative","sentiment_score":-0.7005145430564881},{"text":"That's not normal.","start":705.7,"end":706.68,"sentiment":"negative","sentiment_score":-0.60764080286026}],"sentiment":"negative","sentiment_score":-0.6420670015846982,"channel":1,"num_words":68,"start":687.725,"end":706.68},{"sentences":[{"text":"Tanisha, we don't tolerate that kind of","start":707.53894,"end":710.3389,"sentiment":"negative","sentiment_score":-0.6147792339324951}],"sentiment":"negative","sentiment_score":-0.6147792339324951,"channel":0,"num_words":7,"start":707.53894,"end":710.3389},{"sentences":[{"text":"I","start":710.26,"end":710.38,"sentiment":"negative","sentiment_score":-0.638464093208313}],"sentiment":"negative","sentiment_score":-0.638464093208313,"channel":1,"num_words":1,"start":710.26,"end":710.38},{"sentences":[{"text":"force","start":710.3389,"end":710.65894,"sentiment":"negative","sentiment_score":-0.6365917325019836}],"sentiment":"negative","sentiment_score":-0.6365917325019836,"channel":0,"num_words":1,"start":710.3389,"end":710.65894},{"sentences":[{"text":"I don't","start":710.38,"end":710.74,"sentiment":"negative","sentiment_score":-0.5769867897033691}],"sentiment":"negative","sentiment_score":-0.5769867897033691,"channel":1,"num_words":2,"start":710.38,"end":710.74},{"sentences":[{"text":"in","start":710.65894,"end":710.8989,"sentiment":"negative","sentiment_score":-0.6276724338531494}],"sentiment":"negative","sentiment_score":-0.6276724338531494,"channel":0,"num_words":1,"start":710.65894,"end":710.8989},{"sentences":[{"text":"care,","start":710.74,"end":711.06,"sentiment":"negative","sentiment_score":-0.5478829145431519}],"sentiment":"negative","sentiment_score":-0.5478829145431519,"channel":1,"num_words":1,"start":710.74,"end":711.06},{"sentences":[{"text":"the first","start":710.8989,"end":711.4589,"sentiment":"negative","sentiment_score":-0.4846135526895523}],"sentiment":"negative","sentiment_score":-0.4846135526895523,"channel":0,"num_words":2,"start":710.8989,"end":711.4589},{"sentences":[{"text":"bro.","start":711.06,"end":711.3,"sentiment":"negative","sentiment_score":-0.36937758326530457},{"text":"I don't","start":711.3,"end":711.62,"sentiment":"negative","sentiment_score":-0.43493029475212097}],"sentiment":"negative","sentiment_score":-0.4130793909231822,"channel":1,"num_words":3,"start":711.06,"end":711.62},{"sentences":[{"text":"place.","start":711.4589,"end":711.9589,"sentiment":"neutral","sentiment_score":-0.23461265861988068}],"sentiment":"neutral","sentiment_score":-0.23461265861988068,"channel":0,"num_words":1,"start":711.4589,"end":711.9589},{"sentences":[{"text":"care because you're not helpful,","start":711.62,"end":712.98,"sentiment":"negative","sentiment_score":-0.6152537405490875}],"sentiment":"negative","sentiment_score":-0.6152537405490875,"channel":1,"num_words":5,"start":711.62,"end":712.98},{"sentences":[{"text":"Reason why","start":712.579,"end":713.29895,"sentiment":"negative","sentiment_score":-0.6416147649288177}],"sentiment":"negative","sentiment_score":-0.6416147649288177,"channel":0,"num_words":2,"start":712.579,"end":713.29895},{"sentences":[{"text":"man.","start":712.98,"end":713.48,"sentiment":"negative","sentiment_score":-0.5840623378753662}],"sentiment":"negative","sentiment_score":-0.5840623378753662,"channel":1,"num_words":1,"start":712.98,"end":713.48},{"sentences":[{"text":"there was a drop on","start":713.29895,"end":714.3839,"sentiment":"negative","sentiment_score":-0.49554264545440674}],"sentiment":"negative","sentiment_score":-0.49554264545440674,"channel":0,"num_words":5,"start":713.29895,"end":714.3839}]},"summary":{"result":"success","short":" Tanisha DeGeneva calls to inquire about a payment that was supposed to be taken out of her account, but hasn't come out of her account. She wants to remove her card from her account and avoid future negative payments. The agent explains that the account was automatically enrolled in automatic payments and that they can delete the account if they want to. The customer is upset because they were not notified of the payment and want to settle the issue. The agent apologizes and explains that they cannot delete the account, but the customer is upset that they are being charged for something they shouldn't worry about."},"intents":{"segments":[{"text":"I've just had another payment come out of my account again.","start_word":35,"end_word":45,"intents":[{"intent":"Resolve payment issue","confidence_score":0.30764633}]},{"text":"Like, the Monday, it got taken out again. Right? So then you did the refund and it cleared it. So I I my account was not in negative. Now my account is back in negative. Mhmm.","start_word":408,"end_word":443,"intents":[{"intent":"Request refund","confidence_score":0.034359932}]},{"text":"I could delete your card details after this, but I just wanted to explain to you what happened, like, what I've explained to you last time.","start_word":916,"end_word":941,"intents":[{"intent":"Request explanation","confidence_score":0.017550709}]},{"text":"We refunded this the extra amount of $79.95 yesterday.","start_word":1145,"end_word":1153,"intents":[{"intent":"Resolve billing issue","confidence_score":0.06355605}]}]},"sentiments":{"segments":[{"text":"Thank you so much Much. for calling your bill account. How may I help you today?","start_word":0,"end_word":15,"sentiment":"positive","sentiment_score":0.5623303055763245},{"text":"Hi. How are you going? This is Tanisha DeGeneva. I've been speaking to you, like, every day about this. I've just had another payment come out of my account again. Oh, I'm so sorry to hear about that. But yesterday, we already processed the refund. Yeah. That it that was fine. My account went back to normal. Now it's come out again. Let me just check on here. Yeah. Yesterday, I just wanted to make sure that the line was disconnected, and then I sent you the email. Have you received the email that Yeah. I Yeah. sent? I got all that. I Okay. read all that because I was at work, Mhmm. I understand. But it's come out of my account again, and I want to take my card off now because I'm Mhmm. not having that. Okay. You said today. Just today, this morning? Yes. It came out let me log in. Sure. Sure. In that way, I could locate it while I have Okay. you on the It line. came out at Or maybe It it that's the it payment keeps that was it keeps coming out. Like, it's saying it came out Friday at 12AM, which is not the case.","start_word":16,"end_word":219,"sentiment":"neutral","sentiment_score":-0.058938559144735336},{"text":"My account is now negative $80 again, which I don't understand why it keeps going negative and payments keep coming out.","start_word":220,"end_word":240,"sentiment":"negative","sentiment_score":-0.4093380868434906},{"text":"yeah. The payment that was processed over the weekend has been taken care of. So I just wanted to recap. In that way, we have to make sure that we are on the same page. So over the weekend, there was one payment process That was Saturday, which Yeah. I Yeah. was able No. to locate, and then So yesterday. so yeah. So what happened, the Friday, I paid this thing. And then what I did was another payment came out on the Saturday. So I I pay I put the money in the account to not make it negative. I was happy to pay that because you said that the the the March month I paid and then the month of was April was still due. Right? So I I thought I'll put the money in that account because we agreed on Monday it was supposed to come out. But it came out on the Saturday, so I paid it.","start_word":241,"end_word":401,"sentiment":"neutral","sentiment_score":0.05488214269280434},{"text":"But then money kept coming out. Like, the Monday, it got taken out again.","start_word":402,"end_word":415,"sentiment":"negative","sentiment_score":-0.3849562704563141},{"text":"Right? So then you did the refund and it cleared it.","start_word":416,"end_word":426,"sentiment":"neutral","sentiment_score":-0.13889539241790771},{"text":"So I I my account was not in negative. Now my account is back in negative.","start_word":427,"end_word":442,"sentiment":"negative","sentiment_score":-0.477227121591568},{"text":"Mhmm. Okay. But let me check because I don't see any payment process after yesterday. After I processed the refund that was submitted yesterday for a payment, I refunded it back Yeah. because we considered the the payment yesterday and then the Saturday was refunded. But let Yes. me check if there's any payment during midnight. But this morning, there's none. Just be on the line for me. Okay? No And worries. then afterwards, we can process in removing your card to avoid this. Just bear Yes. with me.","start_word":443,"end_word":531,"sentiment":"neutral","sentiment_score":-0.03506166487932205},{"text":"Thank you so much for patiently waiting on the line.","start_word":532,"end_word":541,"sentiment":"positive","sentiment_score":0.6143451929092407},{"text":"And just Yep. to confirm, the last four digit of your card is 9747. It's a Mastercard. Right? Correct. Alright. So, Tanisha, I've already checked. I can confirm, there is no payment process after the payment yesterday. Okay. So why is my account in negative again from you guys? Because it's literally the same amount, 79Dot95. There is no charge after yesterday. So, again, there was a payment process Saturday and yesterday. So I refunded the Saturday payment, which should be come through to your account. Or do you did you receive any notification if that refund has been reflected to your account? No. The Saturday refund, I didn't want refunded back. I only wanted the Monday refunded because the Monday because my account wasn't in like, I fixed that on the Saturday. It's I paid it. So I put the money in so that I could cover the two the other invoice that would need to be paid.","start_word":542,"end_word":700,"sentiment":"neutral","sentiment_score":-0.08954142034053802},{"text":"The Monday one needs to be refunded back, but I don't understand how my account's back in negative from this.","start_word":701,"end_word":720,"sentiment":"negative","sentiment_score":-0.35424575209617615},{"text":"But it's just the same. Right? Even we we put in the amount Saturday or Monday, it's just the same amount. You you spoke to me last Friday. We agreed process Monday.","start_word":721,"end_word":752,"sentiment":"neutral","sentiment_score":-0.15642479062080383},{"text":"Reason why, what I refunded is unscheduled draft Saturday, which should be reflected to your account.","start_word":753,"end_word":768,"sentiment":"negative","sentiment_score":-0.3827351927757263},{"text":"So after yesterday, I don't see any draft from Airtel.","start_word":769,"end_word":778,"sentiment":"neutral","sentiment_score":-0.24946460127830505},{"text":"But why why is your business taking money from my account though without my permission is what I wanna know.","start_word":779,"end_word":798,"sentiment":"negative","sentiment_score":-0.5255060195922852},{"text":"Alright. So, Tanisha, here's the thing. If our customer process initially their payment through ANZ, put in their card details, and save, it will automatically be enrolled for automatic payment. Mhmm. Yeah. But You how have can an option.","start_word":799,"end_word":837,"sentiment":"neutral","sentiment_score":-0.01496673934161663},{"text":"how can there be that many automatic fucking payments is what I'm saying. Because now I have to ring you every day while I'm No. at No. No. work to deal with this, and it's bullshit.","start_word":838,"end_word":873,"sentiment":"negative","sentiment_score":-0.5127804279327393},{"text":"So now I have to put money back into my account to make sure it's not negative and what tomorrow I'm gonna wake up with another payment out of my account because I'm actually ready I to could disconnect delete your services. I could delete your card details after this, but I just wanted to explain to you what happened, like, what I've explained to you last time. So last Friday, you do have overdue invoices for two months. Correct. Correct. Okay? You just processed one. So you left the other one unpaid Yeah. without notifying us, without replying to our communication when you can settle the amount. Reason why our back end is continuously processing an unpaid invoices Yeah. with those long But overdue. I Then did but we then talk no. But I then on the Saturday sent the Saturday, you another payment came out. Right? I Yeah. was That's happy correct.","start_word":874,"end_word":1027,"sentiment":"neutral","sentiment_score":-0.1497899889945984},{"text":"I was happy to put the money in the account, and I was like, sweet.","start_word":1028,"end_word":1042,"sentiment":"positive","sentiment_score":0.3824511170387268},{"text":"It's done. But then Monday, the payment came out. Yeah. And I've now already my account explained is it negative to your email. again. Over the weekend, I refunded you the Friday, and then over the weekend, we are happy happy that you're ready to settle it. So it's processed. I've told you to the email that it was processed. It just so happened over the weekend, it might not reflect on the account real time. Reason why Monday, it's showing unpaid. Reason why the system process again, which is already scheduled. And then you called in. I talked to you. We refunded this the extra amount of $79.95 yesterday. And then after yesterday, I've already shared it on my end.","start_word":1043,"end_word":1163,"sentiment":"neutral","sentiment_score":-0.053946737015296606},{"text":"I don't see any draft. I don't see any other payment went through because your account is already showing a zero balance. And the The system audit will not be able to process or draft any amount if there is no unpaid invoice on the account. so I've had to pay now 200 and something dollars for a fucking thing because your system keeps taking money out, bro. I don't understand that, and this is why I'm getting so angry because my I shouldn't have to wake up every day and be at work when my this stupid freaking payment keeps coming out of my account for no reason, bro. The bills are freaking up today, which I've done because Friday, I paid for it.","start_word":1164,"end_word":1288,"sentiment":"negative","sentiment_score":-0.6272908449172974},{"text":"It came out of my account on Saturday. I put money in. I was okay with that. Monday, it came out of my account. I got that refunded back.","start_word":1289,"end_word":1317,"sentiment":"neutral","sentiment_score":-0.19900748133659363},{"text":"So I don't understand how my account's back and negative. There's what there's no extra money in my account, so I don't understand And we why did my not account's draft in negative.","start_word":1318,"end_word":1350,"sentiment":"negative","sentiment_score":-0.5246341228485107},{"text":"anything. And we did not draft anything from your card today. I don't see Okay. any So payment my account's process.","start_word":1351,"end_word":1371,"sentiment":"neutral","sentiment_score":-0.2152932584285736},{"text":"just in negative for no reason then today. That's why it's negative I the same amount as for the bill. This is why I keep telling like, I'm trying to explain to you. This should not be happening, bro.","start_word":1372,"end_word":1410,"sentiment":"negative","sentiment_score":-0.34443187713623047},{"text":"I can Like, delete your card details, but rest assured, I don't see any payment processed This today.","start_word":1411,"end_word":1428,"sentiment":"neutral","sentiment_score":-0.229708731174469},{"text":"is what this is what's gonna happen. You're gonna delete my card details from my account, and now I'm gonna look for another Internet provider because this is actually bullshit. Like, I'm supposed to go on holidays, and I'm taking money out of my holiday money to put it on there because your fucking stupid company keeps putting taking money out of my account, bro. That's not normal. Tanisha, we don't tolerate that kind of I force I don't in care, the first bro. I don't place. care because you're not helpful, Reason why man. there was a drop on","start_word":1429,"end_word":1528,"sentiment":"negative","sentiment_score":-0.6130960774421692}],"average":{"sentiment":"neutral","sentiment_score":-0.1931200584595146}}}}