{"metadata":{"transaction_key":"deprecated","request_id":"019ff89d-264f-75c3-b7ce-ac1f81b48853","sha256":"6e99dd41348dec76dfff4854066d897e1405e07adcb9657ad3c447f5c65af258","created":"2026-08-13T00:54:38.461Z","duration":1278.216,"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":3701,"output_tokens":113},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":4066,"output_tokens":4074},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":4066,"output_tokens":612}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good morning. This is your account. How may I help you today? Oh, sure. I would love to assist you. May I please confirm your full name? Nice to have you on the line, mister Teiman. And your date of birth, please? Thank you. And I'm showing here your outstanding is $137.27. This cover the period services from July 9 until the thirty first of this month. Yes. This is your first bill because we've activated your services with no upfront payment. The reason why it's covered this Toyota bill. However, moving forward by next month, it's only cover the full month of your services, which is the $79.95. And then you have no. No. Right now, your current bill your first bill with your Airtel account is $137.27. I no. Because I'm showing on here that your services has been activated July 9. Reason why your bill covered from July 9 until the end of this month. Because usually, our billing process is ever first. However, once the services has been activated, your bill has been commenced, and there is no front payment. Reason why your first bill is pro rata from the date that your service has been activated. Twenty five. I'm showing on here okay. I'm showing on here that your contract is twenty four month contract, and then you got a 15% discount for oh, go ahead. Three months. So from October, November oh, August, August one moment. Okay? I'm trying to check here first. August, September, October, you have 15% discount. So as you could see from your bill from this month, it's a different the reason why it's showing $1.37, but it's pro rata. By by next month, your bill will be, like, around $67.96 because you are getting 15%. This month, you also got a 15%. However, it's kinda high higher because it's more than a month because it's added the day that your service has been commenced. And also, since oh, no. No. No. Go ahead. No. Go ahead, please. What do you mean? I'm not getting what you are trying to say. You're making your own billing process? Oh, okay. Let me just no. We cannot set the it's set on our account here. So, basically yeah. Let me also try to explain to you. If you check your you received the bill. Right? You received the bill? You we yeah. We sent you the bill August 1 to your email address. You got it? Oh, okay. Yeah. So, basically, if you did see from our from your bill, your amount due date is eleventh of each month. So it's due Monday. Yeah. Today is the no. It's due Tuesday. Today is the '13. And then also, our billing setup here, if the payment was not made on time, the latest is the '11, all unpaid invoices, overdue invoices will be assessed for a late fee. So as I review your invoice, unfortunately, I do see in here that you got a late fee of $10. But definite mhmm. But no worries with that. I can remove this late fee, okay, since I have you on the line. I it just so happened I have to explain it to you. So let me just do the waiver. Yeah. One one moment. Okay? I'll remove it for you. Just bear with me here. It's I'm almost done. Okay? I just wanted to make sure it's processed. Okay. So there we go, mister Teoman. Your late fee has been removed. So your outstanding now is $127.27. The coverage of this amount is from the day that your service has been activated, which was July 9 until the thirty first of this month. And then by next month, for September and October, your bill will be $67.96 because you are getting the 15% discount. And then after that, two months three months of period, that's the discount that has been fulfilled, it will go back to the original price of $79.95. And you have an option to process your payment using a Visa, Mastercard, and BPAY. And, also, if you would like to set up a direct debit, I can help you to set up to your account to make sure that your payment will be processed on time, and you will avoid a late fee every month. Mm-mm. Overseas? How long you will leave? Are you coming back? Oh, mister Tiaman, thank you so much for letting us know. I can go ahead and definitely do your request. However, please keep in mind, you signed for twenty four month contract. So if you are canceling your services within the contract period, you will liable to pay the cancellation fee. Cancellation fee is $132, and then you also needs to pay the another one month service. Which which phone number is not working? You got a home telephone from us? No. You you just have Internet. A landline? Yeah. Oh, that's not connected. The the plan that you got from us is only an Internet service, not your landline. If you would like to add a landline, that's a different thing. But that's not the offer they provided to you in the first place. I believe they explained to you what was the services that you are signing. No. No. Because our sales representative talked to you. They explained the services that's being provided with this contract that you agreed on Internet services. That's not included the landline services. We can go ahead and do a landline, but it's not included on the package. It's not for free. There is an additional fee for that, and it should set up by our tech tech department. I will ask them. Okay? No worries with that, mister Thiemann. Good thing that you mentioned because if you mentioned this prior to talking to one of our sales rep, they definitely check this because, yes, we offer a landline services. But as as per our current promo, it's not included for free. So you're telling me you need a landline as well as sites with the Internet services? Oh, what is your landline? Is this a a wired landline or is a wireless? Your phone is it's wired? Yeah. It's a it's it's like a normal telephone. Okay. So, here's, what we can do first. Let's go ahead and process your payment, and then I will, endorse your concern to our tech department so they can check this for you. Oh, yeah. No. Our option is Visa card, Mastercard, and BPAY. We don't have PayPal. BPay or bPay and bank account. Yes. You can also use bank account. Yeah. Let me check. I believe I sent you the as well your details necessary details for you to utilize our payment options. I sent you okay. So with what what link? You're asking for a link. If if it's a link, you have to log in. So what do you need? Yes. So if you don't want to log in to pay, I will do it for you. I will be the one who will help you to process your payment. You don't need to log in. That that's correct. If you are using a card, I'll be needing your card number, expiration, and CVV. If you are paying using your bank account, I'll need your BSB and account number. Yeah. Yes. That's your contract, twenty four month, and we do have a copy of your activation order receipt. It's showing twenty four month contract. Free modem? It's not included with the package. You you use your own modem. Right? But I'll confirm to our department as well because I don't see here on our end because I'm from accounts, but I will also ask our tech in reference with that. Okay? No worries. Mhmm. Yeah. As far as I know, it's not included, but I will confirm to them. Okay? Nothing to worry about that. I will confirm. Yeah. Yes. Yeah. Home phone service, your landline, and modem. Okay? I will ask them. You're welcome. Yeah. Are you using a card or a bank account? Card. Bank oh, what do you mean? So if you don't want to do a direct debit, we can use your card. If it's for today payment, that would be fine. Yeah. It's today only. No. If we put on the system your bank account, it will be a direct yeah. You you would like this to use for this time. Which one? Okay. The reason why I've asked how long you will be overseas? How long? Three. Three weeks. Oh, just say just say one month? Okay. One month. So one month, you go overseas. You would like to post your Internet for the meantime as long as you're not at home. And then once you come back of home, you would like to to resume. Is that what you are trying to say? In that way, you I'll check, of course. Nothing to worry. Any request of our customer, we won't decline it immediately. We will go ahead and check what we can do and what the best we can do for our customer. Okay? Mhmm. Yeah. So for me to be able to do what's the best for you here, one month. So when will be the start of this pause of your service? September? Oh, September twenty six. Okay. October 21. Okay. Alright. So if this has been approved and can be done, basically, what by next month, what you just need to pay is September '25, and then we will pause it from September 26 to October 21. And then once you came back, just give us a call. Alright? September. But this is also for approval. I'll call you back. Once I call you back, please answer, alright, so we can sort this out. I know you're busy, but please answer our call. Yeah. I've already take note of all of this. So we have three. K? One moment. Alright. So, yeah, let let's go back to the payment. You you will using your Visa or Mastercard Bank payment. Okay. Bank payment. Okay. Let's start with your BSB number. Mhmm. Thank you. 736078. Thank you. And your account number? Mhmm. Thank you. If I heard you right, 610429. 9. Oh, okay. 9. Yeah. Six 9 0 okay. Thank you. 960429. Okay. Account name is the same as your Airtel name, Tiyoman Sinkaya? Okay. Thank you. And is this checking account or savings account? So checking or savings? Okay. So you would like just to use this as your payment method today, and you don't want to set up as your direct debit payment? Okay. Yeah. I've already sent you the link. Just review your email. All the details are there. Okay? But if you would like, I can also resend those details for you. Not a problem. For your future reference. No. Actually, on our end, the paper bill has a fee of $3. Yeah. You just so I'll call you back about these things that we've talked about just for confirmation. Yeah. And then also, mister Teoman, please ensure your funds are available to this bank account. In that way, the the payment will go through. Okay? This will this it should be cleared up within one to two or one to three banking days. And then about the checking, about the home phone and everything, the POS, I'll call you back. Okay? Alright. 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Good morning. This is your account. How may I help you today? Oh, sure.\n\nI would love to assist you. May I please confirm your full name? Nice to have you on the line, mister Teiman. And your date of birth, please? Thank you.\n\nAnd I'm showing here your outstanding is $137.27. This cover the period services from July 9 until the thirty first of this month. Yes. This is your first bill because we've activated your services with no upfront payment. The reason why it's covered this Toyota bill.\n\nHowever, moving forward by next month, it's only cover the full month of your services, which is the $79.95. And then you have no. No. Right now, your current bill your first bill with your Airtel account is $137.27. I no.\n\nBecause I'm showing on here that your services has been activated July 9. Reason why your bill covered from July 9 until the end of this month. Because usually, our billing process is ever first. However, once the services has been activated, your bill has been commenced, and there is no front payment. Reason why your first bill is pro rata from the date that your service has been activated.\n\nTwenty five. I'm showing on here okay. I'm showing on here that your contract is twenty four month contract, and then you got a 15% discount for oh, go ahead. Three months. So from October, November oh, August, August one moment.\n\nOkay? I'm trying to check here first. August, September, October, you have 15% discount. So as you could see from your bill from this month, it's a different the reason why it's showing $1.37, but it's pro rata. By by next month, your bill will be, like, around $67.96 because you are getting 15%.\n\nThis month, you also got a 15%. However, it's kinda high higher because it's more than a month because it's added the day that your service has been commenced. And also, since oh, no. No. No.\n\nGo ahead. No. Go ahead, please. What do you mean? I'm not getting what you are trying to say.\n\nYou're making your own billing process? Oh, okay. Let me just no. We cannot set the it's set on our account here. So, basically yeah.\n\nLet me also try to explain to you. If you check your you received the bill. Right? You received the bill? You we yeah.\n\nWe sent you the bill August 1 to your email address. You got it? Oh, okay. Yeah. So, basically, if you did see from our from your bill, your amount due date is eleventh of each month.\n\nSo it's due Monday. Yeah. Today is the no. It's due Tuesday. Today is the '13.\n\nAnd then also, our billing setup here, if the payment was not made on time, the latest is the '11, all unpaid invoices, overdue invoices will be assessed for a late fee. So as I review your invoice, unfortunately, I do see in here that you got a late fee of $10. But definite mhmm. But no worries with that. I can remove this late fee, okay, since I have you on the line.\n\nI it just so happened I have to explain it to you. So let me just do the waiver. Yeah. One one moment. Okay?\n\nI'll remove it for you. Just bear with me here. It's I'm almost done. Okay? I just wanted to make sure it's processed.\n\nOkay. So there we go, mister Teoman. Your late fee has been removed. So your outstanding now is $127.27. The coverage of this amount is from the day that your service has been activated, which was July 9 until the thirty first of this month.\n\nAnd then by next month, for September and October, your bill will be $67.96 because you are getting the 15% discount. And then after that, two months three months of period, that's the discount that has been fulfilled, it will go back to the original price of $79.95. And you have an option to process your payment using a Visa, Mastercard, and BPAY. And, also, if you would like to set up a direct debit, I can help you to set up to your account to make sure that your payment will be processed on time, and you will avoid a late fee every month. Mm-mm.\n\nOverseas? How long you will leave? Are you coming back? Oh, mister Tiaman, thank you so much for letting us know. I can go ahead and definitely do your request.\n\nHowever, please keep in mind, you signed for twenty four month contract. So if you are canceling your services within the contract period, you will liable to pay the cancellation fee. Cancellation fee is $132, and then you also needs to pay the another one month service. Which which phone number is not working? You got a home telephone from us?\n\nNo. You you just have Internet. A landline? Yeah. Oh, that's not connected.\n\nThe the plan that you got from us is only an Internet service, not your landline. If you would like to add a landline, that's a different thing. But that's not the offer they provided to you in the first place. I believe they explained to you what was the services that you are signing. No.\n\nNo. Because our sales representative talked to you. They explained the services that's being provided with this contract that you agreed on Internet services. That's not included the landline services. We can go ahead and do a landline, but it's not included on the package.\n\nIt's not for free. There is an additional fee for that, and it should set up by our tech tech department. I will ask them. Okay? No worries with that, mister Thiemann.\n\nGood thing that you mentioned because if you mentioned this prior to talking to one of our sales rep, they definitely check this because, yes, we offer a landline services. But as as per our current promo, it's not included for free. So you're telling me you need a landline as well as sites with the Internet services? Oh, what is your landline? Is this a a wired landline or is a wireless?\n\nYour phone is it's wired? Yeah. It's a it's it's like a normal telephone. Okay. So, here's, what we can do first.\n\nLet's go ahead and process your payment, and then I will, endorse your concern to our tech department so they can check this for you. Oh, yeah. No. Our option is Visa card, Mastercard, and BPAY. We don't have PayPal.\n\nBPay or bPay and bank account. Yes. You can also use bank account. Yeah. Let me check.\n\nI believe I sent you the as well your details necessary details for you to utilize our payment options. I sent you okay. So with what what link? You're asking for a link. If if it's a link, you have to log in.\n\nSo what do you need? Yes. So if you don't want to log in to pay, I will do it for you. I will be the one who will help you to process your payment. You don't need to log in.\n\nThat that's correct. If you are using a card, I'll be needing your card number, expiration, and CVV. If you are paying using your bank account, I'll need your BSB and account number. Yeah. Yes.\n\nThat's your contract, twenty four month, and we do have a copy of your activation order receipt. It's showing twenty four month contract. Free modem? It's not included with the package. You you use your own modem.\n\nRight? But I'll confirm to our department as well because I don't see here on our end because I'm from accounts, but I will also ask our tech in reference with that. Okay? No worries. Mhmm.\n\nYeah. As far as I know, it's not included, but I will confirm to them. Okay? Nothing to worry about that. I will confirm.\n\nYeah. Yes. Yeah. Home phone service, your landline, and modem. Okay?\n\nI will ask them. You're welcome. Yeah. Are you using a card or a bank account? Card.\n\nBank oh, what do you mean? So if you don't want to do a direct debit, we can use your card. If it's for today payment, that would be fine. Yeah. It's today only.\n\nNo. If we put on the system your bank account, it will be a direct yeah. You you would like this to use for this time. Which one? Okay.\n\nThe reason why I've asked how long you will be overseas? How long? Three. Three weeks. Oh, just say just say one month?\n\nOkay. One month. So one month, you go overseas. You would like to post your Internet for the meantime as long as you're not at home. And then once you come back of home, you would like to to resume.\n\nIs that what you are trying to say? In that way, you I'll check, of course. Nothing to worry. Any request of our customer, we won't decline it immediately. We will go ahead and check what we can do and what the best we can do for our customer.\n\nOkay? Mhmm. Yeah. So for me to be able to do what's the best for you here, one month. So when will be the start of this pause of your service?\n\nSeptember? Oh, September twenty six. Okay. October 21. Okay.\n\nAlright. So if this has been approved and can be done, basically, what by next month, what you just need to pay is September '25, and then we will pause it from September 26 to October 21. And then once you came back, just give us a call. Alright? September.\n\nBut this is also for approval. I'll call you back. Once I call you back, please answer, alright, so we can sort this out. I know you're busy, but please answer our call. Yeah.\n\nI've already take note of all of this. So we have three. K? One moment. Alright.\n\nSo, yeah, let let's go back to the payment. You you will using your Visa or Mastercard Bank payment. Okay. Bank payment. Okay.\n\nLet's start with your BSB number. Mhmm. Thank you. 736078. Thank you.\n\nAnd your account number? Mhmm. Thank you. If I heard you right, 610429. 9.\n\nOh, okay. 9. Yeah. Six 9 0 okay. Thank you.\n\n960429. Okay. Account name is the same as your Airtel name, Tiyoman Sinkaya? Okay. Thank you.\n\nAnd is this checking account or savings account? So checking or savings? Okay. So you would like just to use this as your payment method today, and you don't want to set up as your direct debit payment? Okay.\n\nYeah. I've already sent you the link. Just review your email. All the details are there. Okay?\n\nBut if you would like, I can also resend those details for you. Not a problem. For your future reference. No. Actually, on our end, the paper bill has a fee of $3.\n\nYeah. You just so I'll call you back about these things that we've talked about just for confirmation. Yeah. And then also, mister Teoman, please ensure your funds are available to this bank account. In that way, the the payment will go through.\n\nOkay? This will this it should be cleared up within one to two or one to three banking days. And then about the checking, about the home phone and everything, the POS, I'll call you back. Okay? Alright.\n\nThank you so much.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.36,"end":1.68,"sentiment":"neutral","sentiment_score":0.14438864588737488},{"text":"Good morning.","start":1.68,"end":2.32,"sentiment":"neutral","sentiment_score":0.2933015078306198},{"text":"This is your account.","start":2.32,"end":3.54,"sentiment":"neutral","sentiment_score":0.23198850080370903},{"text":"How may I help you today?","start":3.6,"end":4.98,"sentiment":"neutral","sentiment_score":0.3200366000334422},{"text":"Oh, sure.","start":10.639999,"end":11.2,"sentiment":"neutral","sentiment_score":0.17767810821533203}],"sentiment":"neutral","sentiment_score":0.2623014320929845,"num_words":15,"start":1.36,"end":11.2},{"sentences":[{"text":"I would love to assist you.","start":11.2,"end":12.48,"sentiment":"positive","sentiment_score":0.43615861733754474},{"text":"May I please confirm your full name?","start":12.48,"end":14.82,"sentiment":"neutral","sentiment_score":0.22279821974890573},{"text":"Nice to have you on the line, mister Teiman.","start":18.175001,"end":20.675,"sentiment":"positive","sentiment_score":0.3987278209792243},{"text":"And your date of birth, please?","start":20.735,"end":22.195,"sentiment":"neutral","sentiment_score":0.17726087321837744},{"text":"Thank you.","start":25.935001,"end":26.654999,"sentiment":"positive","sentiment_score":0.36675213277339935}],"sentiment":"neutral","sentiment_score":0.31873863786458967,"num_words":30,"start":11.2,"end":26.654999},{"sentences":[{"text":"And I'm showing here your outstanding is $137.27.","start":26.654999,"end":34.71,"sentiment":"neutral","sentiment_score":0.10802323464304209},{"text":"This cover the period services from July 9 until the thirty first of this month.","start":35.489998,"end":42.705,"sentiment":"neutral","sentiment_score":0.04795736869176229},{"text":"Yes.","start":45.665,"end":46.165,"sentiment":"neutral","sentiment_score":0.026917975395917892},{"text":"This is your first bill because we've activated your services with no upfront payment.","start":51.185,"end":56.600002,"sentiment":"neutral","sentiment_score":0.027294601180723736},{"text":"The reason why it's covered this Toyota bill.","start":56.600002,"end":59.5,"sentiment":"neutral","sentiment_score":-0.02762983040884137}],"sentiment":"neutral","sentiment_score":0.03851195991687153,"num_words":46,"start":26.654999,"end":59.5},{"sentences":[{"text":"However, moving forward by next month, it's only cover the full month of your services, which is the $79.95.","start":59.640003,"end":69.9,"sentiment":"neutral","sentiment_score":-0.02639239536304223},{"text":"And then you have no.","start":71.924995,"end":78.564995,"sentiment":"neutral","sentiment_score":-0.007556869462132456},{"text":"No.","start":78.564995,"end":79.045,"sentiment":"neutral","sentiment_score":-0.12983477115631104},{"text":"Right now, your current bill your first bill with your Airtel account is $137.27.","start":79.045,"end":88.34,"sentiment":"neutral","sentiment_score":-0.08445746837449926},{"text":"I no.","start":90.64,"end":93.84,"sentiment":"neutral","sentiment_score":-0.08108965680003166}],"sentiment":"neutral","sentiment_score":-0.04911362198067874,"num_words":41,"start":59.640003,"end":93.84},{"sentences":[{"text":"Because I'm showing on here that your services has been activated July 9.","start":93.84,"end":99.755,"sentiment":"neutral","sentiment_score":-0.09245468188936894},{"text":"Reason why your bill covered from July 9 until the end of this month.","start":99.975,"end":106.215,"sentiment":"neutral","sentiment_score":-0.14148231702191488},{"text":"Because usually, our billing process is ever first.","start":106.215,"end":110.155,"sentiment":"neutral","sentiment_score":-0.1671979296952486},{"text":"However, once the services has been activated, your bill has been commenced, and there is no front payment.","start":110.215,"end":118.1,"sentiment":"neutral","sentiment_score":-0.21486548003223208},{"text":"Reason why your first bill is pro rata from the date that your service has been activated.","start":118.16,"end":124.18,"sentiment":"neutral","sentiment_score":-0.23561092948212342}],"sentiment":"neutral","sentiment_score":-0.1770458740315267,"num_words":70,"start":93.84,"end":124.18},{"sentences":[{"text":"Twenty five.","start":137.105,"end":138.16501,"sentiment":"neutral","sentiment_score":-0.0877307839691639},{"text":"I'm showing on here okay.","start":151.67001,"end":153.75,"sentiment":"neutral","sentiment_score":-0.038950465992093085},{"text":"I'm showing on here that your contract is twenty four month contract, and then you got a 15% discount for oh, go ahead.","start":153.75,"end":166.565,"sentiment":"neutral","sentiment_score":0.0037201723164838295},{"text":"Three months.","start":166.625,"end":167.36499,"sentiment":"neutral","sentiment_score":-0.0039090607315301895},{"text":"So from October, November oh, August, August one moment.","start":168.08,"end":175.68,"sentiment":"neutral","sentiment_score":0.00962628848436806}],"sentiment":"neutral","sentiment_score":-0.005020279505449097,"num_words":41,"start":137.105,"end":175.68},{"sentences":[{"text":"Okay?","start":175.68,"end":175.92,"sentiment":"neutral","sentiment_score":-0.005851855501532555},{"text":"I'm trying to check here first.","start":175.92,"end":177.62,"sentiment":"neutral","sentiment_score":-0.003087303601205349},{"text":"August, September, October, you have 15% discount.","start":178.23999,"end":183.865,"sentiment":"neutral","sentiment_score":0.023549523071518967},{"text":"So as you could see from your bill from this month, it's a different the reason why it's showing $1.37, but it's pro rata.","start":186.885,"end":196.16,"sentiment":"neutral","sentiment_score":-0.09292475522185366},{"text":"By by next month, your bill will be, like, around $67.96 because you are getting 15%.","start":196.16,"end":206.9,"sentiment":"neutral","sentiment_score":0.020287661580368876}],"sentiment":"neutral","sentiment_score":-0.032687417697161436,"num_words":54,"start":175.68,"end":206.9},{"sentences":[{"text":"This month, you also got a 15%.","start":208.175,"end":210.515,"sentiment":"neutral","sentiment_score":-0.0174891326044287},{"text":"However, it's kinda high higher because it's more than a month because it's added the day that your service has been commenced.","start":210.735,"end":220.355,"sentiment":"neutral","sentiment_score":-0.2160217955031178},{"text":"And also, since oh, no.","start":221.02,"end":224.7,"sentiment":"neutral","sentiment_score":-0.04799908101558685},{"text":"No.","start":224.7,"end":224.86,"sentiment":"neutral","sentiment_score":-0.19781163334846497},{"text":"No.","start":224.86,"end":225.02,"sentiment":"neutral","sentiment_score":-0.2011128216981888}],"sentiment":"neutral","sentiment_score":-0.15316175803956059,"num_words":36,"start":208.175,"end":225.02},{"sentences":[{"text":"Go ahead.","start":225.02,"end":225.76,"sentiment":"neutral","sentiment_score":-0.07263711839914322},{"text":"No.","start":226.22,"end":226.46,"sentiment":"neutral","sentiment_score":-0.14787541329860687},{"text":"Go ahead, please.","start":226.46,"end":227.52,"sentiment":"neutral","sentiment_score":-0.09599223484595616},{"text":"What do you mean?","start":252.31,"end":253.26999,"sentiment":"neutral","sentiment_score":-0.07678540144115686},{"text":"I'm not getting what you are trying to say.","start":253.26999,"end":255.53,"sentiment":"negative","sentiment_score":-0.40709394878811306}],"sentiment":"neutral","sentiment_score":-0.23958492102591614,"num_words":19,"start":225.02,"end":255.53},{"sentences":[{"text":"You're making your own billing process?","start":256.79,"end":259.05,"sentiment":"neutral","sentiment_score":-0.09750102460384369},{"text":"Oh, okay.","start":259.83,"end":260.31,"sentiment":"neutral","sentiment_score":-0.04752538353204727},{"text":"Let me just no.","start":260.31,"end":262.15,"sentiment":"neutral","sentiment_score":-0.06067839544266462},{"text":"We cannot set the it's set on our account here.","start":262.15,"end":266.905,"sentiment":"neutral","sentiment_score":-0.059629106894135475},{"text":"So, basically yeah.","start":267.285,"end":269.86502,"sentiment":"neutral","sentiment_score":-0.019343618924419086}],"sentiment":"neutral","sentiment_score":-0.06308369688689709,"num_words":25,"start":256.79,"end":269.86502},{"sentences":[{"text":"Let me also try to explain to you.","start":270.08502,"end":272.745,"sentiment":"neutral","sentiment_score":-0.015362886246293783},{"text":"If you check your you received the bill.","start":273.36502,"end":275.445,"sentiment":"neutral","sentiment_score":-0.011712293839082122},{"text":"Right?","start":275.445,"end":275.945,"sentiment":"neutral","sentiment_score":-0.0017418880015611649},{"text":"You received the bill?","start":276.325,"end":277.70502,"sentiment":"neutral","sentiment_score":-0.007774653844535351},{"text":"You we yeah.","start":279.125,"end":282.37,"sentiment":"neutral","sentiment_score":-0.010358880584438642}],"sentiment":"neutral","sentiment_score":-0.011688274409001073,"num_words":24,"start":270.08502,"end":282.37},{"sentences":[{"text":"We sent you the bill August 1 to your email address.","start":282.37,"end":288.23,"sentiment":"neutral","sentiment_score":0.00446758588606661},{"text":"You got it?","start":289.09,"end":289.99,"sentiment":"neutral","sentiment_score":-0.030622114116946857},{"text":"Oh, okay.","start":293.57,"end":294.47,"sentiment":"neutral","sentiment_score":-0.06580627523362637},{"text":"Yeah.","start":295.295,"end":295.795,"sentiment":"neutral","sentiment_score":-0.016116920858621597},{"text":"So, basically, if you did see from our from your bill, your amount due date is eleventh of each month.","start":296.015,"end":305.635,"sentiment":"neutral","sentiment_score":-0.017402623873203994}],"sentiment":"neutral","sentiment_score":-0.014554185037677353,"num_words":37,"start":282.37,"end":305.635},{"sentences":[{"text":"So it's due Monday.","start":305.695,"end":309.075,"sentiment":"neutral","sentiment_score":-0.017991116445045918},{"text":"Yeah.","start":310.11002,"end":310.43002,"sentiment":"neutral","sentiment_score":-0.04480435699224472},{"text":"Today is the no.","start":310.43002,"end":311.47,"sentiment":"neutral","sentiment_score":-0.1077088974416256},{"text":"It's due Tuesday.","start":311.47,"end":312.53003,"sentiment":"neutral","sentiment_score":-0.12337477256854375},{"text":"Today is the '13.","start":313.07,"end":314.29,"sentiment":"neutral","sentiment_score":-0.05128094460815191}],"sentiment":"neutral","sentiment_score":-0.0701782817923231,"num_words":16,"start":305.695,"end":314.29},{"sentences":[{"text":"And then also, our billing setup here, if the payment was not made on time, the latest is the '11, all unpaid invoices, overdue invoices will be assessed for a late fee.","start":314.75,"end":329.99503,"sentiment":"neutral","sentiment_score":-0.1895573807414621},{"text":"So as I review your invoice, unfortunately, I do see in here that you got a late fee of $10.","start":329.99503,"end":336.975,"sentiment":"neutral","sentiment_score":-0.2846489198505878},{"text":"But definite mhmm.","start":338.81,"end":348.09,"sentiment":"neutral","sentiment_score":-0.17484071354071298},{"text":"But no worries with that.","start":348.09,"end":357.475,"sentiment":"neutral","sentiment_score":-0.02995614558458328},{"text":"I can remove this late fee, okay, since I have you on the line.","start":357.535,"end":360.975,"sentiment":"neutral","sentiment_score":-0.016003580231751715}],"sentiment":"neutral","sentiment_score":-0.17104280503416383,"num_words":74,"start":314.75,"end":360.975},{"sentences":[{"text":"I it just so happened I have to explain it to you.","start":360.975,"end":364.115,"sentiment":"neutral","sentiment_score":-0.03305894384781519},{"text":"So let me just do the waiver.","start":364.34,"end":366.44,"sentiment":"neutral","sentiment_score":-0.01646979578903743},{"text":"Yeah.","start":366.74002,"end":367.06,"sentiment":"neutral","sentiment_score":0.0046915821731090546},{"text":"One one moment.","start":367.06,"end":370.18002,"sentiment":"neutral","sentiment_score":-0.0034429822117090225},{"text":"Okay?","start":370.18002,"end":370.58002,"sentiment":"neutral","sentiment_score":0.03800314664840698}],"sentiment":"neutral","sentiment_score":-0.01998458810461064,"num_words":24,"start":360.975,"end":370.58002},{"sentences":[{"text":"I'll remove it for you.","start":370.58002,"end":372.2,"sentiment":"neutral","sentiment_score":0.0387188695371151},{"text":"Just bear with me here.","start":374.74002,"end":376.28,"sentiment":"neutral","sentiment_score":0.06779411882162094},{"text":"It's I'm almost done.","start":381.32498,"end":382.525,"sentiment":"neutral","sentiment_score":0.1884167455136776},{"text":"Okay?","start":382.525,"end":382.925,"sentiment":"neutral","sentiment_score":0.11755146086215972},{"text":"I just wanted to make sure it's processed.","start":382.925,"end":386.38498,"sentiment":"neutral","sentiment_score":0.08932299260050058}],"sentiment":"neutral","sentiment_score":0.092102927196285,"num_words":23,"start":370.58002,"end":386.38498},{"sentences":[{"text":"Okay.","start":387.405,"end":387.905,"sentiment":"neutral","sentiment_score":0.09074397385120392},{"text":"So there we go, mister Teoman.","start":388.04498,"end":389.905,"sentiment":"neutral","sentiment_score":0.10344131042559941},{"text":"Your late fee has been removed.","start":390.28497,"end":392.705,"sentiment":"neutral","sentiment_score":-0.018733719363808632},{"text":"So your outstanding now is $127.27.","start":393.085,"end":399.5,"sentiment":"neutral","sentiment_score":0.05770853285988172},{"text":"The coverage of this amount is from the day that your service has been activated, which was July 9 until the thirty first of this month.","start":400.03998,"end":411.325,"sentiment":"neutral","sentiment_score":0.057695478917314455}],"sentiment":"neutral","sentiment_score":0.054340514871809215,"num_words":45,"start":387.405,"end":411.325},{"sentences":[{"text":"And then by next month, for September and October, your bill will be $67.96 because you are getting the 15% discount.","start":411.625,"end":425.19998,"sentiment":"neutral","sentiment_score":0.176229387344349},{"text":"And then after that, two months three months of period, that's the discount that has been fulfilled, it will go back to the original price of $79.95.","start":425.25998,"end":438.715,"sentiment":"neutral","sentiment_score":0.15724586819609007},{"text":"And you have an option to process your payment using a Visa, Mastercard, and BPAY.","start":439.175,"end":445.91498,"sentiment":"neutral","sentiment_score":0.17096124986807507},{"text":"And, also, if you would like to set up a direct debit, I can help you to set up to your account to make sure that your payment will be processed on time, and you will avoid a late fee every month.","start":446.055,"end":458.73,"sentiment":"neutral","sentiment_score":0.13883325856711184},{"text":"Mm-mm.","start":463.27002,"end":463.77002,"sentiment":"neutral","sentiment_score":-0.1647095084190369}],"sentiment":"neutral","sentiment_score":0.15261473278251458,"num_words":106,"start":411.625,"end":463.77002},{"sentences":[{"text":"Overseas?","start":468.525,"end":469.025,"sentiment":"neutral","sentiment_score":-0.0021308711729943752},{"text":"How long you will leave?","start":476.525,"end":477.985,"sentiment":"neutral","sentiment_score":-0.10177187472581864},{"text":"Are you coming back?","start":478.205,"end":479.585,"sentiment":"neutral","sentiment_score":-0.11718300543725492},{"text":"Oh, mister Tiaman, thank you so much for letting us know.","start":485.22,"end":488.84003,"sentiment":"positive","sentiment_score":0.3863579007712277},{"text":"I can go ahead and definitely do your request.","start":489.14,"end":493.315,"sentiment":"positive","sentiment_score":0.3542996644973755}],"sentiment":"neutral","sentiment_score":0.2152970540802926,"num_words":30,"start":468.525,"end":493.315},{"sentences":[{"text":"However, please keep in mind, you signed for twenty four month contract.","start":493.375,"end":498.27502,"sentiment":"neutral","sentiment_score":-0.04836876643821597},{"text":"So if you are canceling your services within the contract period, you will liable to pay the cancellation fee.","start":498.33502,"end":506.83502,"sentiment":"neutral","sentiment_score":-0.29783908473817927},{"text":"Cancellation fee is $132, and then you also needs to pay the another one month service.","start":510.09,"end":518.83,"sentiment":"neutral","sentiment_score":-0.1546772699803114},{"text":"Which which phone number is not working?","start":534.94,"end":538.95996,"sentiment":"neutral","sentiment_score":-0.09722972235509328},{"text":"You got a home telephone from us?","start":541.74,"end":544.0,"sentiment":"neutral","sentiment_score":-0.06629773176142148}],"sentiment":"neutral","sentiment_score":-0.16162125091450136,"num_words":61,"start":493.375,"end":544.0},{"sentences":[{"text":"No.","start":545.5,"end":545.89996,"sentiment":"neutral","sentiment_score":-0.15505805611610413},{"text":"You you just have Internet.","start":545.89996,"end":547.6,"sentiment":"neutral","sentiment_score":-0.1069745659828186},{"text":"A landline?","start":555.975,"end":556.635,"sentiment":"neutral","sentiment_score":-0.02311425283551216},{"text":"Yeah.","start":559.495,"end":559.83,"sentiment":"neutral","sentiment_score":-0.06113710254430771},{"text":"Oh, that's not connected.","start":562.79004,"end":564.33,"sentiment":"neutral","sentiment_score":-0.21559123322367668}],"sentiment":"neutral","sentiment_score":-0.127666263626172,"num_words":13,"start":545.5,"end":564.33},{"sentences":[{"text":"The the plan that you got from us is only an Internet service, not your landline.","start":565.19,"end":571.05,"sentiment":"neutral","sentiment_score":-0.15467683412134647},{"text":"If you would like to add a landline, that's a different thing.","start":571.59,"end":575.05,"sentiment":"neutral","sentiment_score":-0.11522578696409862},{"text":"But that's not the offer they provided to you in the first place.","start":587.98,"end":591.74,"sentiment":"neutral","sentiment_score":-0.24956896442633408},{"text":"I believe they explained to you what was the services that you are signing.","start":591.74,"end":596.48,"sentiment":"neutral","sentiment_score":-0.10643551445433072},{"text":"No.","start":605.955,"end":606.455,"sentiment":"neutral","sentiment_score":-0.1684422791004181}],"sentiment":"neutral","sentiment_score":-0.15643705015203782,"num_words":56,"start":565.19,"end":606.455},{"sentences":[{"text":"No.","start":607.075,"end":607.47504,"sentiment":"neutral","sentiment_score":-0.18925735354423523},{"text":"Because our sales representative talked to you.","start":607.47504,"end":610.675,"sentiment":"neutral","sentiment_score":-0.15754093868391855},{"text":"They explained the services that's being provided with this contract that you agreed on Internet services.","start":610.675,"end":619.37994,"sentiment":"neutral","sentiment_score":-0.11653965339064598},{"text":"That's not included the landline services.","start":619.83997,"end":623.22,"sentiment":"neutral","sentiment_score":-0.13759536917010942},{"text":"We can go ahead and do a landline, but it's not included on the package.","start":626.91504,"end":631.655,"sentiment":"neutral","sentiment_score":-0.12891808648904166}],"sentiment":"neutral","sentiment_score":-0.13146715313196183,"num_words":45,"start":607.075,"end":631.655},{"sentences":[{"text":"It's not for free.","start":631.875,"end":633.075,"sentiment":"neutral","sentiment_score":-0.210260059684515},{"text":"There is an additional fee for that, and it should set up by our tech tech department.","start":633.075,"end":638.935,"sentiment":"neutral","sentiment_score":-0.17971618867972317},{"text":"I will ask them.","start":646.12,"end":647.39996,"sentiment":"neutral","sentiment_score":-0.03969119768589735},{"text":"Okay?","start":647.39996,"end":647.89996,"sentiment":"neutral","sentiment_score":0.0008954722434282303},{"text":"No worries with that, mister Thiemann.","start":648.12,"end":649.95996,"sentiment":"neutral","sentiment_score":-0.0022886695029834905}],"sentiment":"neutral","sentiment_score":-0.12711927443160675,"num_words":32,"start":631.875,"end":649.95996},{"sentences":[{"text":"Good thing that you mentioned because if you mentioned this prior to talking to one of our sales rep, they definitely check this because, yes, we offer a landline services.","start":649.95996,"end":660.695,"sentiment":"positive","sentiment_score":0.33643716474374136},{"text":"But as as per our current promo, it's not included for free.","start":661.075,"end":666.435,"sentiment":"neutral","sentiment_score":0.02327566295086096},{"text":"So you're telling me you need a landline as well as sites with the Internet services?","start":666.435,"end":671.52,"sentiment":"neutral","sentiment_score":0.04913199902512133},{"text":"Oh, what is your landline?","start":673.58,"end":675.04,"sentiment":"neutral","sentiment_score":0.003466791845858097},{"text":"Is this a a wired landline or is a wireless?","start":675.1,"end":680.0,"sentiment":"neutral","sentiment_score":0.005752685479819775}],"sentiment":"neutral","sentiment_score":0.153882132824,"num_words":73,"start":649.95996,"end":680.0},{"sentences":[{"text":"Your phone is it's wired?","start":681.865,"end":686.205,"sentiment":"neutral","sentiment_score":-0.03635910674929619},{"text":"Yeah.","start":687.54504,"end":687.865,"sentiment":"neutral","sentiment_score":0.0384017750620842},{"text":"It's a it's it's like a normal telephone.","start":687.865,"end":690.445,"sentiment":"neutral","sentiment_score":0.037673749728128314},{"text":"Okay.","start":693.22504,"end":693.72504,"sentiment":"neutral","sentiment_score":0.07700800895690918},{"text":"So, here's, what we can do first.","start":694.02,"end":696.44,"sentiment":"neutral","sentiment_score":0.11712793154375893}],"sentiment":"neutral","sentiment_score":0.04794998949562961,"num_words":22,"start":681.865,"end":696.44},{"sentences":[{"text":"Let's go ahead and process your payment, and then I will, endorse your concern to our tech department so they can check this for you.","start":696.98004,"end":705.72003,"sentiment":"neutral","sentiment_score":0.13951474964618682},{"text":"Oh, yeah.","start":711.95496,"end":712.69495,"sentiment":"neutral","sentiment_score":0.006540411151945591},{"text":"No.","start":716.51495,"end":716.915,"sentiment":"neutral","sentiment_score":-0.053761523216962814},{"text":"Our option is Visa card, Mastercard, and BPAY.","start":716.915,"end":721.975,"sentiment":"neutral","sentiment_score":-0.007030273438431323},{"text":"We don't have PayPal.","start":722.44,"end":723.74005,"sentiment":"neutral","sentiment_score":-0.05968585330992937}],"sentiment":"neutral","sentiment_score":0.07880506098736077,"num_words":40,"start":696.98004,"end":723.74005},{"sentences":[{"text":"BPay or bPay and bank account.","start":724.84,"end":727.66003,"sentiment":"neutral","sentiment_score":0.005898122830937306},{"text":"Yes.","start":727.72003,"end":728.12006,"sentiment":"neutral","sentiment_score":0.02474731206893921},{"text":"You can also use bank account.","start":728.12006,"end":729.82,"sentiment":"neutral","sentiment_score":0.02332604055603345},{"text":"Yeah.","start":738.255,"end":738.57495,"sentiment":"neutral","sentiment_score":0.007292162626981735},{"text":"Let me check.","start":738.57495,"end":739.295,"sentiment":"neutral","sentiment_score":0.035991006841262184}],"sentiment":"neutral","sentiment_score":0.01855043973773718,"num_words":17,"start":724.84,"end":739.295},{"sentences":[{"text":"I believe I sent you the as well your details necessary details for you to utilize our payment options.","start":739.295,"end":746.995,"sentiment":"neutral","sentiment_score":0.07798511436895321},{"text":"I sent you okay.","start":747.535,"end":756.43,"sentiment":"neutral","sentiment_score":-0.037438944447785616},{"text":"So with what what link?","start":756.43,"end":757.95,"sentiment":"neutral","sentiment_score":-0.045988123118877414},{"text":"You're asking for a link.","start":757.95,"end":759.31,"sentiment":"neutral","sentiment_score":-0.047268079966306685},{"text":"If if it's a link, you have to log in.","start":759.31,"end":761.55,"sentiment":"neutral","sentiment_score":-0.0645496841520071}],"sentiment":"neutral","sentiment_score":0.005120547401697137,"num_words":43,"start":739.295,"end":761.55},{"sentences":[{"text":"So what do you need?","start":761.55,"end":762.69,"sentiment":"neutral","sentiment_score":-0.04021442756056785},{"text":"Yes.","start":767.65497,"end":768.135,"sentiment":"neutral","sentiment_score":0.01039910688996315},{"text":"So if you don't want to log in to pay, I will do it for you.","start":768.135,"end":771.735,"sentiment":"neutral","sentiment_score":0.03684661630541086},{"text":"I will be the one who will help you to process your payment.","start":771.735,"end":776.375,"sentiment":"neutral","sentiment_score":0.20123303738924173},{"text":"You don't need to log in.","start":776.375,"end":777.995,"sentiment":"neutral","sentiment_score":0.0026008691638708115}],"sentiment":"neutral","sentiment_score":0.07391481782968451,"num_words":41,"start":761.55,"end":777.995},{"sentences":[{"text":"That that's correct.","start":784.56,"end":785.60004,"sentiment":"neutral","sentiment_score":0.09258134166399638},{"text":"If you are using a card, I'll be needing your card number, expiration, and CVV.","start":785.60004,"end":791.14,"sentiment":"neutral","sentiment_score":0.019457810868819553},{"text":"If you are paying using your bank account, I'll need your BSB and account number.","start":791.68,"end":797.675,"sentiment":"neutral","sentiment_score":0.01035888387511174},{"text":"Yeah.","start":800.77496,"end":801.27496,"sentiment":"neutral","sentiment_score":0.026717104017734528},{"text":"Yes.","start":809.58,"end":809.98,"sentiment":"neutral","sentiment_score":0.1142219603061676}],"sentiment":"neutral","sentiment_score":0.024740957442138875,"num_words":35,"start":784.56,"end":809.98},{"sentences":[{"text":"That's your contract, twenty four month, and we do have a copy of your activation order receipt.","start":809.98,"end":817.76,"sentiment":"neutral","sentiment_score":0.18848349942880518},{"text":"It's showing twenty four month contract.","start":818.06,"end":820.32,"sentiment":"neutral","sentiment_score":0.019902133382856846},{"text":"Free modem?","start":828.225,"end":829.045,"sentiment":"neutral","sentiment_score":-0.00970029435120523},{"text":"It's not included with the package.","start":835.39,"end":837.49,"sentiment":"neutral","sentiment_score":-0.007602928827206294},{"text":"You you use your own modem.","start":837.87,"end":839.47,"sentiment":"neutral","sentiment_score":0.054814839735627174}],"sentiment":"neutral","sentiment_score":0.0969595450631066,"num_words":37,"start":809.98,"end":839.47},{"sentences":[{"text":"Right?","start":839.47,"end":839.97,"sentiment":"neutral","sentiment_score":0.05712180957198143},{"text":"But I'll confirm to our department as well because I don't see here on our end because I'm from accounts, but I will also ask our tech in reference with that.","start":840.11,"end":852.375,"sentiment":"neutral","sentiment_score":-0.06325026325160457},{"text":"Okay?","start":852.375,"end":852.875,"sentiment":"neutral","sentiment_score":-0.03177390247583389},{"text":"No worries.","start":853.175,"end":853.91504,"sentiment":"neutral","sentiment_score":-0.005174479447305203},{"text":"Mhmm.","start":862.58997,"end":862.91,"sentiment":"neutral","sentiment_score":-0.009724989533424376}],"sentiment":"neutral","sentiment_score":-0.05431900561476747,"num_words":36,"start":839.47,"end":862.91},{"sentences":[{"text":"Yeah.","start":862.91,"end":863.23,"sentiment":"neutral","sentiment_score":0.0013876203447580338},{"text":"As far as I know, it's not included, but I will confirm to them.","start":863.23,"end":867.31,"sentiment":"neutral","sentiment_score":-0.028872869509671415},{"text":"Okay?","start":867.31,"end":867.70996,"sentiment":"neutral","sentiment_score":0.00002286583185195923},{"text":"Nothing to worry about that.","start":867.70996,"end":869.31,"sentiment":"neutral","sentiment_score":-0.011586456373333932},{"text":"I will confirm.","start":869.31,"end":870.37,"sentiment":"neutral","sentiment_score":0.054687795539697014}],"sentiment":"neutral","sentiment_score":-0.01236160759193202,"num_words":24,"start":862.91,"end":870.37},{"sentences":[{"text":"Yeah.","start":873.14996,"end":873.64996,"sentiment":"neutral","sentiment_score":0.02986890822649002},{"text":"Yes.","start":873.95,"end":874.45,"sentiment":"neutral","sentiment_score":0.04936099052429199},{"text":"Yeah.","start":876.785,"end":877.285,"sentiment":"neutral","sentiment_score":0.04224497079849243},{"text":"Home phone service, your landline, and modem.","start":877.58496,"end":882.485,"sentiment":"neutral","sentiment_score":0.04860741911189897},{"text":"Okay?","start":882.625,"end":883.02496,"sentiment":"neutral","sentiment_score":0.03225211054086685}],"sentiment":"neutral","sentiment_score":0.044907173988494004,"num_words":11,"start":873.14996,"end":883.02496},{"sentences":[{"text":"I will ask them.","start":883.02496,"end":884.565,"sentiment":"neutral","sentiment_score":0.04067188315093517},{"text":"You're welcome.","start":887.425,"end":888.245,"sentiment":"neutral","sentiment_score":0.2958762049674988},{"text":"Yeah.","start":890.18994,"end":890.50995,"sentiment":"neutral","sentiment_score":0.032179657369852066},{"text":"Are you using a card or a bank account?","start":890.50995,"end":892.93,"sentiment":"neutral","sentiment_score":0.014580598721901575},{"text":"Card.","start":894.35,"end":894.85,"sentiment":"neutral","sentiment_score":-0.01096274610608816}],"sentiment":"neutral","sentiment_score":0.05334601425291861,"num_words":17,"start":883.02496,"end":894.85},{"sentences":[{"text":"Bank oh, what do you mean?","start":895.47,"end":901.88995,"sentiment":"neutral","sentiment_score":-0.08000190183520317},{"text":"So if you don't want to do a direct debit, we can use your card.","start":902.625,"end":906.145,"sentiment":"neutral","sentiment_score":-0.05822121525804202},{"text":"If it's for today payment, that would be fine.","start":906.145,"end":908.885,"sentiment":"neutral","sentiment_score":0.029115003844102223},{"text":"Yeah.","start":911.185,"end":911.685,"sentiment":"neutral","sentiment_score":-0.03998861461877823},{"text":"It's today only.","start":911.825,"end":913.04504,"sentiment":"neutral","sentiment_score":-0.11120702823003133}],"sentiment":"neutral","sentiment_score":-0.043085420723347104,"num_words":34,"start":895.47,"end":913.04504},{"sentences":[{"text":"No.","start":916.12,"end":916.44,"sentiment":"neutral","sentiment_score":-0.07851152122020721},{"text":"If we put on the system your bank account, it will be a direct yeah.","start":916.44,"end":923.0,"sentiment":"neutral","sentiment_score":-0.02791002169251442},{"text":"You you would like this to use for this time.","start":923.0,"end":926.86005,"sentiment":"neutral","sentiment_score":0.13604742139577866},{"text":"Which one?","start":936.215,"end":936.955,"sentiment":"neutral","sentiment_score":0.053748106583952904},{"text":"Okay.","start":944.615,"end":945.115,"sentiment":"neutral","sentiment_score":-0.04501138627529144}],"sentiment":"neutral","sentiment_score":0.03192404118077508,"num_words":29,"start":916.12,"end":945.115},{"sentences":[{"text":"The reason why I've asked how long you will be overseas?","start":946.27997,"end":949.98,"sentiment":"neutral","sentiment_score":-0.042363722723993386},{"text":"How long?","start":951.56,"end":952.38,"sentiment":"neutral","sentiment_score":-0.026682091876864433},{"text":"Three.","start":952.83997,"end":953.33997,"sentiment":"neutral","sentiment_score":-0.01932242512702942},{"text":"Three weeks.","start":954.6,"end":955.42,"sentiment":"neutral","sentiment_score":-0.024380311369895935},{"text":"Oh, just say just say one month?","start":957.16,"end":959.42,"sentiment":"neutral","sentiment_score":-0.0007144743576645851}],"sentiment":"neutral","sentiment_score":-0.02575867400383172,"num_words":23,"start":946.27997,"end":959.42},{"sentences":[{"text":"Okay.","start":959.95996,"end":960.45996,"sentiment":"neutral","sentiment_score":0.04237962514162064},{"text":"One month.","start":961.075,"end":961.815,"sentiment":"neutral","sentiment_score":0.05293707922101021},{"text":"So one month, you go overseas.","start":962.035,"end":964.21497,"sentiment":"neutral","sentiment_score":0.06846417486667633},{"text":"You would like to post your Internet for the meantime as long as you're not at home.","start":964.83496,"end":971.175,"sentiment":"neutral","sentiment_score":0.11781605135868578},{"text":"And then once you come back of home, you would like to to resume.","start":971.315,"end":975.55,"sentiment":"neutral","sentiment_score":0.06838986463844776}],"sentiment":"neutral","sentiment_score":0.08798424527049065,"num_words":40,"start":959.95996,"end":975.55},{"sentences":[{"text":"Is that what you are trying to say?","start":975.55,"end":977.49,"sentiment":"neutral","sentiment_score":0.05609950819052756},{"text":"In that way, you I'll check, of course.","start":978.35,"end":981.23,"sentiment":"neutral","sentiment_score":0.165821960195899},{"text":"Nothing to worry.","start":981.23,"end":982.29,"sentiment":"neutral","sentiment_score":0.22905955215295157},{"text":"Any request of our customer, we won't decline it immediately.","start":982.67,"end":987.585,"sentiment":"neutral","sentiment_score":0.08812312856316566},{"text":"We will go ahead and check what we can do and what the best we can do for our customer.","start":987.72504,"end":993.185,"sentiment":"neutral","sentiment_score":0.24854297377169132}],"sentiment":"neutral","sentiment_score":0.16968655437991328,"num_words":49,"start":975.55,"end":993.185},{"sentences":[{"text":"Okay?","start":993.48505,"end":993.98505,"sentiment":"neutral","sentiment_score":0.07839281857013702},{"text":"Mhmm.","start":997.565,"end":998.065,"sentiment":"neutral","sentiment_score":0.035201288759708405},{"text":"Yeah.","start":999.85,"end":1000.25,"sentiment":"neutral","sentiment_score":0.05244359374046326},{"text":"So for me to be able to do what's the best for you here, one month.","start":1000.25,"end":1005.05,"sentiment":"neutral","sentiment_score":0.07849166728556156},{"text":"So when will be the start of this pause of your service?","start":1005.05,"end":1009.47,"sentiment":"neutral","sentiment_score":-0.002737184831251701}],"sentiment":"neutral","sentiment_score":0.04480832773110559,"num_words":31,"start":993.48505,"end":1009.47},{"sentences":[{"text":"September?","start":1011.345,"end":1011.845,"sentiment":"neutral","sentiment_score":-0.014497644267976284},{"text":"Oh, September twenty six.","start":1017.345,"end":1029.7201,"sentiment":"neutral","sentiment_score":-0.014841081574559212},{"text":"Okay.","start":1035.3,"end":1035.8,"sentiment":"neutral","sentiment_score":0.011338768526911736},{"text":"October 21.","start":1035.9401,"end":1039.0,"sentiment":"neutral","sentiment_score":0.012797226198017597},{"text":"Okay.","start":1040.42,"end":1040.92,"sentiment":"neutral","sentiment_score":0.06202404201030731}],"sentiment":"neutral","sentiment_score":0.0027883658185601234,"num_words":9,"start":1011.345,"end":1040.92},{"sentences":[{"text":"Alright.","start":1042.735,"end":1043.235,"sentiment":"neutral","sentiment_score":0.1191532462835312},{"text":"So if this has been approved and can be done, basically, what by next month, what you just need to pay is September '25, and then we will pause it from September 26 to October 21.","start":1043.375,"end":1060.49,"sentiment":"neutral","sentiment_score":0.08269442762765619},{"text":"And then once you came back, just give us a call.","start":1060.49,"end":1063.63,"sentiment":"neutral","sentiment_score":0.04503991319374605},{"text":"Alright?","start":1063.85,"end":1064.35,"sentiment":"neutral","sentiment_score":0.07155835628509521},{"text":"September.","start":1065.6901,"end":1066.1901,"sentiment":"neutral","sentiment_score":0.0325058251619339}],"sentiment":"neutral","sentiment_score":0.0739131173491478,"num_words":50,"start":1042.735,"end":1066.1901},{"sentences":[{"text":"But this is also for approval.","start":1067.29,"end":1070.065,"sentiment":"neutral","sentiment_score":-0.004899575064579646},{"text":"I'll call you back.","start":1070.065,"end":1071.0249,"sentiment":"neutral","sentiment_score":-0.011307880515232682},{"text":"Once I call you back, please answer, alright, so we can sort this out.","start":1071.0249,"end":1075.205,"sentiment":"neutral","sentiment_score":0.00012765319219657352},{"text":"I know you're busy, but please answer our call.","start":1075.745,"end":1079.445,"sentiment":"neutral","sentiment_score":-0.0630180144475566},{"text":"Yeah.","start":1082.54,"end":1083.02,"sentiment":"neutral","sentiment_score":0.04850982502102852}],"sentiment":"neutral","sentiment_score":-0.017396886257783455,"num_words":34,"start":1067.29,"end":1083.02},{"sentences":[{"text":"I've already take note of all of this.","start":1083.02,"end":1085.5,"sentiment":"neutral","sentiment_score":0.07931676506996155},{"text":"So we have three.","start":1085.5,"end":1086.64,"sentiment":"neutral","sentiment_score":0.0536380922421813},{"text":"K?","start":1087.26,"end":1087.76,"sentiment":"neutral","sentiment_score":0.03849667310714722},{"text":"One 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you.","start":1125.035,"end":1125.8551,"sentiment":"neutral","sentiment_score":0.3048277795314789}],"sentiment":"neutral","sentiment_score":0.1314342588496705,"num_words":12,"start":1109.02,"end":1125.8551},{"sentences":[{"text":"And your account number?","start":1125.995,"end":1127.615,"sentiment":"neutral","sentiment_score":0.11312282644212246},{"text":"Mhmm.","start":1135.16,"end":1135.66,"sentiment":"neutral","sentiment_score":0.06741943955421448},{"text":"Thank you.","start":1135.88,"end":1136.52,"sentiment":"neutral","sentiment_score":0.2766484022140503},{"text":"If I heard you right, 610429.","start":1136.52,"end":1140.38,"sentiment":"neutral","sentiment_score":0.07009624938170116},{"text":"9.","start":1143.9601,"end":1144.4401,"sentiment":"neutral","sentiment_score":-0.0038331467658281326}],"sentiment":"neutral","sentiment_score":0.10642513566251312,"num_words":14,"start":1125.995,"end":1144.4401},{"sentences":[{"text":"Oh, okay.","start":1144.4401,"end":1145.7201,"sentiment":"neutral","sentiment_score":0.011245444882661104},{"text":"9.","start":1145.7201,"end":1146.12,"sentiment":"neutral","sentiment_score":0.005097368732094765},{"text":"Yeah.","start":1146.12,"end":1146.52,"sentiment":"neutral","sentiment_score":0.01402166485786438},{"text":"Six 9 0 okay.","start":1146.52,"end":1150.375,"sentiment":"neutral","sentiment_score":0.029662136919796467},{"text":"Thank you.","start":1150.375,"end":1151.095,"sentiment":"neutral","sentiment_score":0.2905387580394745}],"sentiment":"neutral","sentiment_score":0.07413359871134162,"num_words":10,"start":1144.4401,"end":1151.095},{"sentences":[{"text":"960429.","start":1151.095,"end":1153.095,"sentiment":"neutral","sentiment_score":0.09960882365703584},{"text":"Okay.","start":1153.095,"end":1153.595,"sentiment":"neutral","sentiment_score":0.05517443269491196},{"text":"Account name is the same as your Airtel name, Tiyoman Sinkaya?","start":1153.8949,"end":1158.715,"sentiment":"neutral","sentiment_score":0.07017591968178749},{"text":"Okay.","start":1160.9349,"end":1161.4149,"sentiment":"neutral","sentiment_score":0.10027432441711426},{"text":"Thank you.","start":1161.4149,"end":1161.975,"sentiment":"neutral","sentiment_score":0.2068786695599556}],"sentiment":"neutral","sentiment_score":0.09004687727428973,"num_words":16,"start":1151.095,"end":1161.975},{"sentences":[{"text":"And is this checking account or savings account?","start":1161.975,"end":1165.67,"sentiment":"neutral","sentiment_score":0.05423177080228925},{"text":"So checking or savings?","start":1173.81,"end":1175.51,"sentiment":"neutral","sentiment_score":0.012489954009652138},{"text":"Okay.","start":1180.505,"end":1181.005,"sentiment":"neutral","sentiment_score":0.04709355533123016},{"text":"So you would like just to use this as your payment method today, and you don't want to set up as your direct debit 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there.","start":1206.275,"end":1207.5549,"sentiment":"neutral","sentiment_score":0.1269477128982544},{"text":"Okay?","start":1207.5549,"end":1207.875,"sentiment":"neutral","sentiment_score":0.08159635215997696}],"sentiment":"neutral","sentiment_score":0.11247259071644615,"num_words":17,"start":1202.4349,"end":1207.875},{"sentences":[{"text":"But if you would like, I can also resend those details for you.","start":1207.875,"end":1211.5549,"sentiment":"neutral","sentiment_score":0.05840454651759221},{"text":"Not a problem.","start":1211.5549,"end":1212.355,"sentiment":"neutral","sentiment_score":0.15626091261704764},{"text":"For your future reference.","start":1212.355,"end":1213.735,"sentiment":"neutral","sentiment_score":0.12054244056344032},{"text":"No.","start":1222.77,"end":1223.27,"sentiment":"neutral","sentiment_score":-0.1450655609369278},{"text":"Actually, on our end, the paper bill has a fee of $3.","start":1223.81,"end":1228.15,"sentiment":"neutral","sentiment_score":-0.19272507106264433}],"sentiment":"neutral","sentiment_score":-0.022653176025910812,"num_words":33,"start":1207.875,"end":1228.15},{"sentences":[{"text":"Yeah.","start":1230.555,"end":1231.055,"sentiment":"neutral","sentiment_score":0.20729732513427737},{"text":"You just so I'll call you back about these things that we've talked about just for confirmation.","start":1234.3151,"end":1244.07,"sentiment":"neutral","sentiment_score":0.13564011936678605},{"text":"Yeah.","start":1249.73,"end":1250.23,"sentiment":"neutral","sentiment_score":0.12233660370111464},{"text":"And then also, mister Teoman, please ensure your funds are available to this bank account.","start":1250.37,"end":1256.21,"sentiment":"neutral","sentiment_score":0.0858872855703036},{"text":"In that way, the the payment will go through.","start":1256.21,"end":1259.245,"sentiment":"neutral","sentiment_score":0.17831705345047844}],"sentiment":"neutral","sentiment_score":0.12857392378324686,"num_words":43,"start":1230.555,"end":1259.245},{"sentences":[{"text":"Okay?","start":1259.245,"end":1259.745,"sentiment":"neutral","sentiment_score":0.1179850772023201},{"text":"This will this it should be cleared up within one to two or one to three banking days.","start":1260.765,"end":1267.025,"sentiment":"neutral","sentiment_score":0.24086458732684454},{"text":"And then about the checking, about the home phone and everything, the POS, I'll call you back.","start":1267.4309,"end":1274.7109,"sentiment":"neutral","sentiment_score":0.08357738287133329},{"text":"Okay?","start":1274.7109,"end":1275.2109,"sentiment":"neutral","sentiment_score":0.06470692157745361},{"text":"Alright.","start":1276.6309,"end":1277.1309,"sentiment":"positive","sentiment_score":0.5077360272407532}],"sentiment":"neutral","sentiment_score":0.16965279228201038,"num_words":38,"start":1259.245,"end":1277.1309},{"sentences":[{"text":"Thank you so much.","start":1277.1909,"end":1278.216,"sentiment":"positive","sentiment_score":0.6033265106379986}],"sentiment":"positive","sentiment_score":0.6033265106379986,"num_words":4,"start":1277.1909,"end":1278.216}]}}]},{"alternatives":[{"transcript":"Good morning. Can you tell me my bill? How much I have to pay? July nine thirty fourth of this month. It means two two megawatt. Alright. Now after that, 79 now, and then after that, every one moment. Are you sure that there's nothing wrong with that? That one really hard to understand. So I don't want to pay this much. I want to pay you promise me every month 25. 25 months. We agreed price 25 a month. Isn't it? First six months. No. That is for mobile. I know. Okay. For house was $60 something. Isn't it third month? Per six months. Okay. How much a month? Okay. This bill under yeah. But also what? So that means this bill under twenty thirty seven, little higher. That means per month 16 for two month, under 20, under 30. That's fine, sir. You can make this bill for two months, and then after a month, send me under bill 60. Now I pay you yeah. On billing process. Can you do on my own? Account. Does she that is the bill in the email or what? Yeah. Yeah. I see that one month because I didn't understand very hard. That's why I talked about months. Can't know why let's see. That's because because your communication, if you have I tried to use your email portal. I couldn't get login on ticket. You have to send me bill then. Don't send me email. Bill, Bill Pepper will lead on it. Okay. Remove all that fee. Remove all that fee, and I pay it down. Gotcha. September. Yeah. Yeah. Yeah. Yeah. Yeah. I know that. Okay. Just pay this one and cancel stop my Internet because I'm gonna overseas soon. And I just pay this bill, and I finish it with you. No more payment. Okay? You can do that? Don't ask me. I I don't want to put Internet again. Come back. I use my mobile only. Yes. How much this? No. No. Yeah. I understand. But that is bloody shit. It is it is not fair because you you promise many thing not happen. And then I I got I got phone number doesn't work. Before, my phone number was working. Home numbers. Home home home telephone home telephone doesn't work. No. Because I had it before. I I got a phone number before before I joined you. And they they Yeah. That line, they they stopped something. Why why not working? No. That is was free before I joined another company. Lendline Internet free. It's a landline only free. I don't pay anything for landline before. I don't know. You don't did I I supposed to tell you that one. I think I may I don't know if I forgot or or you forgot. I don't know who forgot. So so you cannot do you cannot do a whole landline you cannot do landline free? No. Okay. You you request you put request. It is free. They do it. If not free, don't do it. Okay? What? Why why wireless oh, no. Why why you I have to plug in on the telephone line. Yeah. Yeah. Also. Yeah. Okay. Okay. Just go type my details payment details. Are you only credit card? What else? You have PayPal? BT BT BT then pay. Yeah. Yeah. That one is difficult on the phone. Better semi link, I do online. Yeah. But that that link that link will ask me link to to to log in? I don't like log in. Do I have to log in to to pay? Okay. So you need my number, card numbers, or VPA numbers? Yes. Yes. Account. Is it twenty four two twenty four month contract? You sure I done that one before? Yes. Yeah. But but that was that's what comes with the free modem. They don't put free modem. I use my same modem still. Yeah. You offer a free modem if two if two years. Yeah. Yeah. Yeah. But but I know on the phone when I joined on the phone, you told me three more than because two is contract. Yeah. Yeah. There are two things. A home phone home phone and then that one modem, I I must be must be in this contract. Yes. Yeah. Thank you. And then now payment go to payment now. Yeah. Bank account, but not not direct debit. Okay? Not direct No. If it's on this today on the you cannot do bank payment only this month? Bank payment cannot? It should be direct. Oh, okay. Can you do it free when we are overseas a month about a month? Can you do it free? When we are not using Internet when we go overseas, that time you you're still charging us? Three weeks. Three weeks about or four four weeks. Say, only one month. Yes. Yeah. You can do that. K. So I'm becoming I'm becoming three request then. I have three request. So all of them must note it. Okay? Yeah. I'm I'm going 2626 August, going overseas, come back October 21. I don't. So yeah. '26. Sorry. '26. September go. Come back to 2021 October. Yeah. Yes. September from '26 September to '20 October 1. Yes. Yeah. Okay. Yeah. Wait. Finish finish payment now. Okay. No. Bank bank payment. 736 078. Yes. 690429. No. No. 690. 90. Yes. 69 not six one six nine zero four two nine. Yeah. Yes. Okay. So basic. Saving must be a just basic. Yeah. I want to pay myself online, not direct. You can send me link. Link me. Is that is it you send free is paper bill free? Oh, no. Don't worry. Just submit it. Thank you, ma'am. Have a good day. See you. Yes. Yes. If you yeah. If I ask for if I don't ask for you, just email me. Yeah. Okay. Thanks. Yeah. That's okay. Alright. Thank you. 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morning. Can you tell me my bill? How much I have to pay? July nine thirty fourth of this month. It means two two megawatt.\n\nAlright. Now after that, 79 now, and then after that, every one moment. Are you sure that there's nothing wrong with that? That one really hard to understand. So I don't want to pay this much.\n\nI want to pay you promise me every month 25. 25 months. We agreed price 25 a month. Isn't it? First six months.\n\nNo. That is for mobile. I know. Okay. For house was $60 something.\n\nIsn't it third month? Per six months. Okay. How much a month? Okay.\n\nThis bill under yeah. But also what? So that means this bill under twenty thirty seven, little higher. That means per month 16 for two month, under 20, under 30. That's fine, sir.\n\nYou can make this bill for two months, and then after a month, send me under bill 60. Now I pay you yeah. On billing process. Can you do on my own? Account.\n\nDoes she that is the bill in the email or what? Yeah. Yeah. I see that one month because I didn't understand very hard. That's why I talked about months.\n\nCan't know why let's see. That's because because your communication, if you have I tried to use your email portal. I couldn't get login on ticket. You have to send me bill then. Don't send me email.\n\nBill, Bill Pepper will lead on it. Okay. Remove all that fee. Remove all that fee, and I pay it down. Gotcha.\n\nSeptember. Yeah. Yeah. Yeah. Yeah.\n\nYeah. I know that. Okay. Just pay this one and cancel stop my Internet because I'm gonna overseas soon. And I just pay this bill, and I finish it with you.\n\nNo more payment. Okay? You can do that? Don't ask me. I I don't want to put Internet again.\n\nCome back. I use my mobile only. Yes. How much this? No.\n\nNo. Yeah. I understand. But that is bloody shit. It is it is not fair because you you promise many thing not happen.\n\nAnd then I I got I got phone number doesn't work. Before, my phone number was working. Home numbers. Home home home telephone home telephone doesn't work. No.\n\nBecause I had it before. I I got a phone number before before I joined you. And they they Yeah. That line, they they stopped something. Why why not working?\n\nNo. That is was free before I joined another company. Lendline Internet free. It's a landline only free. I don't pay anything for landline before.\n\nI don't know. You don't did I I supposed to tell you that one. I think I may I don't know if I forgot or or you forgot. I don't know who forgot. So so you cannot do you cannot do a whole landline you cannot do landline free?\n\nNo. Okay. You you request you put request. It is free. They do it.\n\nIf not free, don't do it. Okay? What? Why why wireless oh, no. Why why you I have to plug in on the telephone line.\n\nYeah. Yeah. Also. Yeah. Okay.\n\nOkay. Just go type my details payment details. Are you only credit card? What else? You have PayPal?\n\nBT BT BT then pay. Yeah. Yeah. That one is difficult on the phone. Better semi link, I do online.\n\nYeah. But that that link that link will ask me link to to to log in? I don't like log in. Do I have to log in to to pay? Okay.\n\nSo you need my number, card numbers, or VPA numbers? Yes. Yes. Account. Is it twenty four two twenty four month contract?\n\nYou sure I done that one before? Yes. Yeah. But but that was that's what comes with the free modem. They don't put free modem.\n\nI use my same modem still. Yeah. You offer a free modem if two if two years. Yeah. Yeah.\n\nYeah. But but I know on the phone when I joined on the phone, you told me three more than because two is contract. Yeah. Yeah. There are two things.\n\nA home phone home phone and then that one modem, I I must be must be in this contract. Yes. Yeah. Thank you. And then now payment go to payment now.\n\nYeah. Bank account, but not not direct debit. Okay? Not direct No. If it's on this today on the you cannot do bank payment only this month?\n\nBank payment cannot? It should be direct. Oh, okay. Can you do it free when we are overseas a month about a month? Can you do it free?\n\nWhen we are not using Internet when we go overseas, that time you you're still charging us? Three weeks. Three weeks about or four four weeks. Say, only one month. Yes.\n\nYeah. You can do that. K. So I'm becoming I'm becoming three request then. I have three request.\n\nSo all of them must note it. Okay? Yeah. I'm I'm going 2626 August, going overseas, come back October 21. I don't.\n\nSo yeah. '26. Sorry. '26. September go.\n\nCome back to 2021 October. Yeah. Yes. September from '26 September to '20 October 1. Yes.\n\nYeah. Okay. Yeah. Wait. Finish finish payment now.\n\nOkay. No. Bank bank payment. 736 078. Yes.\n\n690429. No. No. 690. 90.\n\nYes. 69 not six one six nine zero four two nine. Yeah. Yes. Okay.\n\nSo basic. Saving must be a just basic. Yeah. I want to pay myself online, not direct. You can send me link.\n\nLink me. Is that is it you send free is paper bill free? Oh, no. Don't worry. Just submit it.\n\nThank you, ma'am. Have a good day. See you. Yes. Yes.\n\nIf you yeah. If I ask for if I don't ask for you, just email me. Yeah. Okay. Thanks.\n\nYeah. That's okay. Alright. Thank you. Have a good day.","paragraphs":[{"sentences":[{"text":"Good morning.","start":5.92,"end":6.48,"sentiment":"neutral","sentiment_score":0.162182055413723},{"text":"Can you tell me my bill?","start":6.48,"end":8.0,"sentiment":"neutral","sentiment_score":0.07102509215474129},{"text":"How much I have to pay?","start":8.0,"end":9.94,"sentiment":"neutral","sentiment_score":0.04193172603845596},{"text":"July nine thirty fourth of this month.","start":44.155,"end":47.435,"sentiment":"neutral","sentiment_score":0.012731612659990788},{"text":"It means two two megawatt.","start":47.435,"end":49.614998,"sentiment":"neutral","sentiment_score":0.04180169478058815}],"sentiment":"neutral","sentiment_score":0.050009030096519455,"num_words":26,"start":5.92,"end":49.614998},{"sentences":[{"text":"Alright.","start":71.975,"end":72.375,"sentiment":"neutral","sentiment_score":0.028286941349506375},{"text":"Now after that, 79 now, and then after that, every one moment.","start":72.375,"end":77.675,"sentiment":"neutral","sentiment_score":0.017645066138356924},{"text":"Are you sure that there's nothing wrong with that?","start":89.35,"end":92.57,"sentiment":"neutral","sentiment_score":-0.03958164362443818},{"text":"That one really hard to understand.","start":126.705,"end":128.405,"sentiment":"negative","sentiment_score":-0.6839229563872019},{"text":"So I don't want to pay this much.","start":128.865,"end":132.705,"sentiment":"negative","sentiment_score":-0.6337722167372704}],"sentiment":"neutral","sentiment_score":-0.25805340360643136,"num_words":36,"start":71.975,"end":132.705},{"sentences":[{"text":"I want to pay you promise me every month 25.","start":132.705,"end":136.325,"sentiment":"negative","sentiment_score":-0.3980456292629242},{"text":"25 months.","start":137.08,"end":138.12,"sentiment":"neutral","sentiment_score":-0.06196964159607887},{"text":"We agreed price 25 a month.","start":138.12,"end":140.2,"sentiment":"neutral","sentiment_score":-0.05607600572208563},{"text":"Isn't it?","start":140.2,"end":140.76,"sentiment":"neutral","sentiment_score":-0.05449659004807472},{"text":"First six months.","start":140.76,"end":141.73999,"sentiment":"neutral","sentiment_score":-0.05789578457673391}],"sentiment":"neutral","sentiment_score":-0.20537096278175063,"num_words":23,"start":132.705,"end":141.73999},{"sentences":[{"text":"No.","start":143.0,"end":143.4,"sentiment":"neutral","sentiment_score":-0.1847987174987793},{"text":"That is for mobile.","start":143.4,"end":144.44,"sentiment":"neutral","sentiment_score":-0.15410365164279938},{"text":"I know.","start":144.44,"end":145.16,"sentiment":"neutral","sentiment_score":-0.13803532719612122},{"text":"Okay.","start":145.16,"end":145.48,"sentiment":"neutral","sentiment_score":-0.05172775685787201},{"text":"For house was $60 something.","start":145.48,"end":148.2,"sentiment":"neutral","sentiment_score":-0.06925471276044845}],"sentiment":"neutral","sentiment_score":-0.11348348454787181,"num_words":13,"start":143.0,"end":148.2},{"sentences":[{"text":"Isn't it third month?","start":148.2,"end":149.42,"sentiment":"neutral","sentiment_score":-0.07315356098115444},{"text":"Per six months.","start":151.635,"end":152.695,"sentiment":"neutral","sentiment_score":-0.06432266533374786},{"text":"Okay.","start":185.775,"end":186.275,"sentiment":"neutral","sentiment_score":0.005243418738245964},{"text":"How much a month?","start":187.295,"end":188.515,"sentiment":"neutral","sentiment_score":-0.019714700058102608},{"text":"Okay.","start":220.54,"end":221.04,"sentiment":"neutral","sentiment_score":-0.008230047300457954}],"sentiment":"neutral","sentiment_score":-0.04364828220926798,"num_words":13,"start":148.2,"end":221.04},{"sentences":[{"text":"This bill under yeah.","start":221.26,"end":223.92,"sentiment":"neutral","sentiment_score":-0.021241181064397097},{"text":"But also what?","start":224.22,"end":225.36,"sentiment":"neutral","sentiment_score":-0.09505582352479298},{"text":"So that means this bill under twenty thirty seven, little higher.","start":228.29999,"end":234.03499,"sentiment":"neutral","sentiment_score":-0.10270238329063762},{"text":"That means per month 16 for two month, under 20, under 30.","start":234.17499,"end":242.515,"sentiment":"neutral","sentiment_score":-0.03437067444125811},{"text":"That's fine, sir.","start":243.055,"end":243.855,"sentiment":"positive","sentiment_score":0.3473585844039917}],"sentiment":"neutral","sentiment_score":-0.026370628821578892,"num_words":33,"start":221.26,"end":243.855},{"sentences":[{"text":"You can make this bill for two months, and then after a month, send me under bill 60.","start":243.855,"end":250.73,"sentiment":"neutral","sentiment_score":0.09000717620882723},{"text":"Now I pay you yeah.","start":256.38998,"end":260.31,"sentiment":"neutral","sentiment_score":-0.07637590169906616},{"text":"On billing process.","start":260.31,"end":261.37,"sentiment":"neutral","sentiment_score":-0.04579928517341614},{"text":"Can you do on my own?","start":261.91,"end":263.77,"sentiment":"neutral","sentiment_score":-0.09283473839362462},{"text":"Account.","start":267.88498,"end":268.38498,"sentiment":"neutral","sentiment_score":-0.027667969465255737}],"sentiment":"neutral","sentiment_score":0.01564167902776689,"num_words":33,"start":243.855,"end":268.38498},{"sentences":[{"text":"Does she that is the bill in the email or what?","start":278.75,"end":281.65,"sentiment":"neutral","sentiment_score":-0.01681773584674705},{"text":"Yeah.","start":287.55,"end":288.05,"sentiment":"neutral","sentiment_score":0.00523135531693697},{"text":"Yeah.","start":288.75,"end":289.07,"sentiment":"neutral","sentiment_score":-0.006397092714905739},{"text":"I see that one month because I didn't understand very hard.","start":289.07,"end":292.875,"sentiment":"neutral","sentiment_score":-0.1991331810978326},{"text":"That's why I talked about months.","start":292.875,"end":294.495,"sentiment":"neutral","sentiment_score":-0.08076345051328342}],"sentiment":"neutral","sentiment_score":-0.09537355089560151,"num_words":30,"start":278.75,"end":294.495},{"sentences":[{"text":"Can't know why let's see.","start":329.66,"end":340.46,"sentiment":"neutral","sentiment_score":-0.17672779858112336},{"text":"That's because because your communication, if you have I tried to use your email portal.","start":340.46,"end":346.035,"sentiment":"neutral","sentiment_score":-0.21672798693180084},{"text":"I couldn't get login on ticket.","start":346.035,"end":348.535,"sentiment":"neutral","sentiment_score":-0.23436360930403075},{"text":"You have to send me bill then.","start":348.675,"end":351.875,"sentiment":"neutral","sentiment_score":-0.14539228592600142},{"text":"Don't send me email.","start":351.875,"end":352.995,"sentiment":"neutral","sentiment_score":-0.18922419846057892}],"sentiment":"neutral","sentiment_score":-0.19771306075759837,"num_words":37,"start":329.66,"end":352.995},{"sentences":[{"text":"Bill, Bill Pepper will lead on it.","start":352.995,"end":355.095,"sentiment":"neutral","sentiment_score":0.012640522260751044},{"text":"Okay.","start":364.18,"end":364.66,"sentiment":"neutral","sentiment_score":0.015055662021040916},{"text":"Remove all that fee.","start":364.66,"end":366.03998,"sentiment":"neutral","sentiment_score":-0.03060972597450018},{"text":"Remove all that fee, and I pay it down.","start":366.25998,"end":368.68,"sentiment":"neutral","sentiment_score":-0.021941727855139308},{"text":"Gotcha.","start":400.595,"end":401.095,"sentiment":"neutral","sentiment_score":0.05985565483570099}],"sentiment":"neutral","sentiment_score":-0.007114521905102513,"num_words":22,"start":352.995,"end":401.095},{"sentences":[{"text":"September.","start":415.79,"end":416.29,"sentiment":"neutral","sentiment_score":0.07740940153598785},{"text":"Yeah.","start":452.87,"end":453.345,"sentiment":"neutral","sentiment_score":0.11679422110319138},{"text":"Yeah.","start":453.585,"end":454.085,"sentiment":"neutral","sentiment_score":0.1971260756254196},{"text":"Yeah.","start":458.625,"end":458.705,"sentiment":"neutral","sentiment_score":0.009945012629032137},{"text":"Yeah.","start":458.705,"end":459.205,"sentiment":"neutral","sentiment_score":-0.006230611354112625}],"sentiment":"neutral","sentiment_score":0.07900881990790368,"num_words":5,"start":415.79,"end":459.205},{"sentences":[{"text":"Yeah.","start":459.345,"end":459.505,"sentiment":"neutral","sentiment_score":-0.020723607391119003},{"text":"I know that.","start":459.505,"end":460.145,"sentiment":"neutral","sentiment_score":-0.07227379580338796},{"text":"Okay.","start":460.145,"end":460.645,"sentiment":"neutral","sentiment_score":-0.05498507618904114},{"text":"Just pay this one and cancel stop my Internet because I'm gonna overseas soon.","start":461.265,"end":467.205,"sentiment":"neutral","sentiment_score":-0.18897855707577296},{"text":"And I just pay this bill, and I finish it with you.","start":467.91,"end":471.27002,"sentiment":"neutral","sentiment_score":-0.0029664826579391956}],"sentiment":"neutral","sentiment_score":-0.09592992457891664,"num_words":31,"start":459.345,"end":471.27002},{"sentences":[{"text":"No more payment.","start":471.27002,"end":472.17,"sentiment":"neutral","sentiment_score":-0.17854215701421103},{"text":"Okay?","start":472.23,"end":472.55002,"sentiment":"neutral","sentiment_score":0.0028553660959005356},{"text":"You can do that?","start":472.55002,"end":473.69,"sentiment":"neutral","sentiment_score":-0.009920723736286163},{"text":"Don't ask me.","start":479.67,"end":480.39,"sentiment":"neutral","sentiment_score":-0.2307346761226654},{"text":"I I don't want to put Internet again.","start":480.39,"end":482.63,"sentiment":"negative","sentiment_score":-0.42534858360886574}],"sentiment":"neutral","sentiment_score":-0.24565508932267366,"num_words":19,"start":471.27002,"end":482.63},{"sentences":[{"text":"Come back.","start":482.63,"end":483.075,"sentiment":"neutral","sentiment_score":-0.22953978180885315},{"text":"I use my mobile only.","start":483.075,"end":484.535,"sentiment":"neutral","sentiment_score":-0.08750119358301163},{"text":"Yes.","start":489.71503,"end":490.21503,"sentiment":"neutral","sentiment_score":0.2870836853981018},{"text":"How much this?","start":507.63998,"end":508.62,"sentiment":"neutral","sentiment_score":-0.08955756823221843},{"text":"No.","start":509.655,"end":510.155,"sentiment":"neutral","sentiment_score":-0.17531809210777283}],"sentiment":"neutral","sentiment_score":-0.08779105357825756,"num_words":12,"start":482.63,"end":510.155},{"sentences":[{"text":"No.","start":519.655,"end":519.815,"sentiment":"neutral","sentiment_score":-0.3280026316642761},{"text":"Yeah.","start":519.815,"end":520.135,"sentiment":"neutral","sentiment_score":-0.26098382472991943},{"text":"I understand.","start":520.135,"end":520.795,"sentiment":"neutral","sentiment_score":-0.29541435837745667},{"text":"But that is bloody shit.","start":520.855,"end":522.955,"sentiment":"negative","sentiment_score":-0.74840407371521},{"text":"It is it is not fair because you you promise many thing not happen.","start":524.01,"end":528.91,"sentiment":"negative","sentiment_score":-0.7485492910657611}],"sentiment":"negative","sentiment_score":-0.669631548549818,"num_words":23,"start":519.655,"end":528.91},{"sentences":[{"text":"And then I I got I got phone number doesn't work.","start":529.20996,"end":533.85,"sentiment":"neutral","sentiment_score":-0.27117485214363446},{"text":"Before, my phone number was working.","start":533.85,"end":535.87,"sentiment":"neutral","sentiment_score":-0.09719848384459813},{"text":"Home numbers.","start":537.37,"end":538.11,"sentiment":"neutral","sentiment_score":-0.10927172750234604},{"text":"Home home home telephone home telephone doesn't work.","start":538.955,"end":541.775,"sentiment":"neutral","sentiment_score":-0.1685830820351839},{"text":"No.","start":545.11505,"end":545.61505,"sentiment":"neutral","sentiment_score":-0.14827165007591248}],"sentiment":"neutral","sentiment_score":-0.1886283585003444,"num_words":28,"start":529.20996,"end":545.61505},{"sentences":[{"text":"Because I had it before.","start":545.67505,"end":547.29504,"sentiment":"neutral","sentiment_score":-0.11612445265054702},{"text":"I I got a phone number before before I joined you.","start":549.195,"end":552.815,"sentiment":"neutral","sentiment_score":-0.04766542769291184},{"text":"And they they Yeah.","start":556.1,"end":558.1,"sentiment":"neutral","sentiment_score":-0.019404273945838213},{"text":"That line, they they stopped something.","start":558.1,"end":560.25995,"sentiment":"neutral","sentiment_score":-0.05714306856195132},{"text":"Why why not working?","start":560.25995,"end":561.56,"sentiment":"neutral","sentiment_score":-0.17610008269548416}],"sentiment":"neutral","sentiment_score":-0.07432726019372543,"num_words":30,"start":545.67505,"end":561.56},{"sentences":[{"text":"No.","start":576.07495,"end":576.475,"sentiment":"neutral","sentiment_score":-0.1826920211315155},{"text":"That is was free before I joined another company.","start":576.475,"end":579.855,"sentiment":"neutral","sentiment_score":-0.15446521838506064},{"text":"Lendline Internet free.","start":580.18,"end":582.10004,"sentiment":"neutral","sentiment_score":-0.07437630370259285},{"text":"It's a landline only free.","start":582.10004,"end":583.88,"sentiment":"neutral","sentiment_score":-0.10855666995048523},{"text":"I don't pay anything for landline before.","start":583.94,"end":585.96,"sentiment":"neutral","sentiment_score":-0.20511441784245626}],"sentiment":"neutral","sentiment_score":-0.1509836868941784,"num_words":25,"start":576.07495,"end":585.96},{"sentences":[{"text":"I don't know.","start":597.72504,"end":598.36505,"sentiment":"neutral","sentiment_score":-0.21236454447110495},{"text":"You don't did I I supposed to tell you that one.","start":598.36505,"end":602.445,"sentiment":"neutral","sentiment_score":-0.24897426773201337},{"text":"I think I may I don't know if I forgot or or you forgot.","start":602.445,"end":605.80505,"sentiment":"neutral","sentiment_score":-0.20516387053898402},{"text":"I don't know who forgot.","start":605.80505,"end":607.025,"sentiment":"neutral","sentiment_score":-0.1531718984246254},{"text":"So so you cannot do you cannot do a whole landline you cannot do landline free?","start":621.61505,"end":626.11505,"sentiment":"neutral","sentiment_score":-0.1530075087212026}],"sentiment":"neutral","sentiment_score":-0.1931037632178287,"num_words":49,"start":597.72504,"end":626.11505},{"sentences":[{"text":"No.","start":636.67,"end":637.17,"sentiment":"neutral","sentiment_score":-0.18342173099517825},{"text":"Okay.","start":637.63,"end":638.13,"sentiment":"neutral","sentiment_score":-0.07405581325292587},{"text":"You you request you put request.","start":638.19,"end":641.09,"sentiment":"neutral","sentiment_score":-0.042069269344210625},{"text":"It is free.","start":641.23,"end":642.29,"sentiment":"neutral","sentiment_score":-0.028201888625820477},{"text":"They do it.","start":642.51,"end":643.41,"sentiment":"neutral","sentiment_score":-0.07582817475001018}],"sentiment":"neutral","sentiment_score":-0.05871309646006141,"num_words":14,"start":636.67,"end":643.41},{"sentences":[{"text":"If not free, don't do 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go type my details payment details.","start":707.665,"end":711.345,"sentiment":"neutral","sentiment_score":0.04554334548967225},{"text":"Are you only credit card?","start":711.345,"end":712.865,"sentiment":"neutral","sentiment_score":0.009431412722915412},{"text":"What else?","start":712.865,"end":713.685,"sentiment":"neutral","sentiment_score":-0.008157352916896343},{"text":"You have PayPal?","start":713.905,"end":714.885,"sentiment":"neutral","sentiment_score":-0.012730408770342668}],"sentiment":"neutral","sentiment_score":0.019683463938741222,"num_words":18,"start":707.185,"end":714.885},{"sentences":[{"text":"BT BT BT then pay.","start":723.39996,"end":726.86,"sentiment":"neutral","sentiment_score":0.00016795936971902847},{"text":"Yeah.","start":729.31995,"end":729.81995,"sentiment":"neutral","sentiment_score":0.00585902389138937},{"text":"Yeah.","start":730.19995,"end":730.69995,"sentiment":"neutral","sentiment_score":-0.05213377624750137},{"text":"That one is difficult on the 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pay?","start":764.14,"end":766.72003,"sentiment":"neutral","sentiment_score":-0.05829502476586236},{"text":"Okay.","start":779.09,"end":779.59,"sentiment":"neutral","sentiment_score":0.046289198100566864}],"sentiment":"neutral","sentiment_score":-0.08091640165976939,"num_words":31,"start":746.805,"end":779.59},{"sentences":[{"text":"So you need my number, card numbers, or VPA numbers?","start":779.81,"end":783.99,"sentiment":"neutral","sentiment_score":0.03268309775739908},{"text":"Yes.","start":793.065,"end":793.565,"sentiment":"neutral","sentiment_score":0.02055571973323822},{"text":"Yes.","start":795.945,"end":796.445,"sentiment":"neutral","sentiment_score":0.022002924233675003},{"text":"Account.","start":798.825,"end":799.325,"sentiment":"neutral","sentiment_score":0.010331811383366585},{"text":"Is it twenty four two twenty four month contract?","start":802.585,"end":806.445,"sentiment":"neutral","sentiment_score":0.015519396608902348}],"sentiment":"neutral","sentiment_score":0.023608909200199625,"num_words":22,"start":779.81,"end":806.445},{"sentences":[{"text":"You sure I done that one before?","start":806.585,"end":808.605,"sentiment":"neutral","sentiment_score":0.016727903192596778},{"text":"Yes.","start":808.92,"end":809.42,"sentiment":"neutral","sentiment_score":0.07804973423480988},{"text":"Yeah.","start":818.83997,"end":819.07996,"sentiment":"neutral","sentiment_score":0.03626864776015282},{"text":"But but that was that's what comes with the free modem.","start":819.07996,"end":823.265,"sentiment":"neutral","sentiment_score":-0.05490367876535112},{"text":"They don't put free modem.","start":823.265,"end":824.385,"sentiment":"neutral","sentiment_score":-0.2307496875524521}],"sentiment":"neutral","sentiment_score":-0.061051007993519306,"num_words":25,"start":806.585,"end":824.385},{"sentences":[{"text":"I use my same modem still.","start":824.385,"end":826.08496,"sentiment":"neutral","sentiment_score":-0.0779859224955241},{"text":"Yeah.","start":829.90497,"end":830.305,"sentiment":"neutral","sentiment_score":0.032048486173152924},{"text":"You offer a free modem if two if two years.","start":830.305,"end":833.045,"sentiment":"neutral","sentiment_score":0.05076057724654674},{"text":"Yeah.","start":837.09,"end":837.59,"sentiment":"neutral","sentiment_score":0.06108435243368149},{"text":"Yeah.","start":843.3375,"end":843.8375,"sentiment":"neutral","sentiment_score":-0.02471369132399559}],"sentiment":"neutral","sentiment_score":0.005689967619745355,"num_words":19,"start":824.385,"end":843.8375},{"sentences":[{"text":"Yeah.","start":853.905,"end":854.22504,"sentiment":"neutral","sentiment_score":-0.013436326757073402},{"text":"But but I know on the phone when I joined on the phone, you told me three more than because two is contract.","start":854.22504,"end":861.205,"sentiment":"neutral","sentiment_score":-0.04949234531301519},{"text":"Yeah.","start":863.75,"end":864.25,"sentiment":"neutral","sentiment_score":-0.01066131703555584},{"text":"Yeah.","start":868.39,"end":868.47,"sentiment":"neutral","sentiment_score":0.007297961041331291},{"text":"There are two things.","start":868.47,"end":869.52997,"sentiment":"neutral","sentiment_score":-0.008545904885977507}],"sentiment":"neutral","sentiment_score":-0.03964357481648525,"num_words":30,"start":853.905,"end":869.52997},{"sentences":[{"text":"A home phone home phone and then that one modem, I I must be must be in this contract.","start":870.07,"end":876.76495,"sentiment":"neutral","sentiment_score":0.01750163733959198},{"text":"Yes.","start":881.385,"end":881.885,"sentiment":"neutral","sentiment_score":0.053900346159935},{"text":"Yeah.","start":883.865,"end":884.365,"sentiment":"neutral","sentiment_score":0.05410157889127731},{"text":"Thank you.","start":886.185,"end":886.82495,"sentiment":"positive","sentiment_score":0.343384325504303},{"text":"And then now payment go to payment now.","start":886.82495,"end":889.805,"sentiment":"neutral","sentiment_score":0.16291853599250317}],"sentiment":"neutral","sentiment_score":0.07840806365974488,"num_words":31,"start":870.07,"end":889.805},{"sentences":[{"text":"Yeah.","start":894.02,"end":894.34,"sentiment":"neutral","sentiment_score":0.002856951206922531},{"text":"Bank account, but not not direct debit.","start":894.34,"end":896.74005,"sentiment":"neutral","sentiment_score":-0.03392795579774039},{"text":"Okay?","start":896.74005,"end":897.22003,"sentiment":"neutral","sentiment_score":-0.02316335961222649},{"text":"Not direct No.","start":897.22003,"end":902.915,"sentiment":"neutral","sentiment_score":-0.10891675700743993},{"text":"If it's on this today on the you cannot do bank payment only this month?","start":908.975,"end":914.195,"sentiment":"neutral","sentiment_score":-0.05529294864585002}],"sentiment":"neutral","sentiment_score":-0.05236839258146507,"num_words":27,"start":894.02,"end":914.195},{"sentences":[{"text":"Bank payment cannot?","start":914.33496,"end":915.555,"sentiment":"neutral","sentiment_score":-0.09521128237247467},{"text":"It should be direct.","start":920.89,"end":922.11,"sentiment":"neutral","sentiment_score":-0.015793485566973686},{"text":"Oh, okay.","start":927.37,"end":928.25,"sentiment":"neutral","sentiment_score":0.07881700620055199},{"text":"Can you do it free when we are overseas a month about a month?","start":928.25,"end":932.665,"sentiment":"neutral","sentiment_score":0.08024958880352122},{"text":"Can you do it free?","start":933.125,"end":935.225,"sentiment":"neutral","sentiment_score":0.1351280093193054}],"sentiment":"neutral","sentiment_score":0.05742716117362891,"num_words":28,"start":914.33496,"end":935.225},{"sentences":[{"text":"When we are not using Internet when we go overseas, that time you you're still charging us?","start":938.885,"end":945.145,"sentiment":"neutral","sentiment_score":-0.1386955658740857},{"text":"Three weeks.","start":945.54,"end":951.88,"sentiment":"neutral","sentiment_score":-0.03974396735429764},{"text":"Three weeks about or four four weeks.","start":954.25995,"end":956.42,"sentiment":"neutral","sentiment_score":-0.02268713286944798},{"text":"Say, only one month.","start":956.42,"end":957.63995,"sentiment":"neutral","sentiment_score":-0.024778456427156925},{"text":"Yes.","start":960.08496,"end":960.58496,"sentiment":"neutral","sentiment_score":0.06614474952220917}],"sentiment":"neutral","sentiment_score":-0.08480940518840667,"num_words":31,"start":938.885,"end":960.58496},{"sentences":[{"text":"Yeah.","start":978.06,"end":978.30005,"sentiment":"neutral","sentiment_score":0.12533073127269745},{"text":"You can do that.","start":978.30005,"end":979.36005,"sentiment":"neutral","sentiment_score":0.14372876100242138},{"text":"K.","start":991.46497,"end":991.96497,"sentiment":"neutral","sentiment_score":0.2051247805356979},{"text":"So I'm becoming I'm becoming three request then.","start":992.745,"end":995.785,"sentiment":"neutral","sentiment_score":0.09966605389490724},{"text":"I have three request.","start":995.785,"end":996.925,"sentiment":"neutral","sentiment_score":0.05789691582322121}],"sentiment":"neutral","sentiment_score":0.10746036945945686,"num_words":18,"start":978.06,"end":996.925},{"sentences":[{"text":"So all of them must note it.","start":997.14496,"end":998.825,"sentiment":"neutral","sentiment_score":0.022979093183364187},{"text":"Okay?","start":998.825,"end":999.325,"sentiment":"neutral","sentiment_score":0.04688089340925217},{"text":"Yeah.","start":1008.02,"end":1008.52,"sentiment":"neutral","sentiment_score":-0.012364950962364674},{"text":"I'm I'm going 2626 August, going overseas, come back October 21.","start":1009.06006,"end":1016.675,"sentiment":"neutral","sentiment_score":-0.019197622483426876},{"text":"I don't.","start":1017.935,"end":1018.675,"sentiment":"neutral","sentiment_score":-0.09447803720831871}],"sentiment":"neutral","sentiment_score":-0.009307287591086193,"num_words":22,"start":997.14496,"end":1018.675},{"sentences":[{"text":"So yeah.","start":1018.815,"end":1019.375,"sentiment":"neutral","sentiment_score":-0.07323167845606804},{"text":"'26.","start":1019.375,"end":1020.015,"sentiment":"neutral","sentiment_score":-0.0531873032450676},{"text":"Sorry.","start":1020.015,"end":1020.515,"sentiment":"neutral","sentiment_score":-0.06885069608688354},{"text":"'26.","start":1020.735,"end":1021.715,"sentiment":"neutral","sentiment_score":-0.045469991862773895},{"text":"September go.","start":1022.255,"end":1023.475,"sentiment":"neutral","sentiment_score":-0.030994465574622154}],"sentiment":"neutral","sentiment_score":-0.05370861132230077,"num_words":7,"start":1018.815,"end":1023.475},{"sentences":[{"text":"Come back to 2021 October.","start":1023.535,"end":1026.72,"sentiment":"neutral","sentiment_score":-0.02026004083454609},{"text":"Yeah.","start":1027.5,"end":1028.0,"sentiment":"neutral","sentiment_score":0.0068519096821546555},{"text":"Yes.","start":1028.14,"end":1028.54,"sentiment":"neutral","sentiment_score":0.016287721693515778},{"text":"September from '26 September to '20 October 1.","start":1028.54,"end":1034.5599,"sentiment":"neutral","sentiment_score":0.0017108577449107543},{"text":"Yes.","start":1039.915,"end":1040.415,"sentiment":"neutral","sentiment_score":0.049494318664073944}],"sentiment":"neutral","sentiment_score":-0.0009362120108562522,"num_words":16,"start":1023.535,"end":1040.415},{"sentences":[{"text":"Yeah.","start":1064.445,"end":1064.945,"sentiment":"neutral","sentiment_score":0.04621561989188194},{"text":"Okay.","start":1065.4049,"end":1065.9049,"sentiment":"neutral","sentiment_score":0.04379050061106682},{"text":"Yeah.","start":1076.205,"end":1076.705,"sentiment":"neutral","sentiment_score":-0.10299108177423476},{"text":"Wait.","start":1076.765,"end":1077.265,"sentiment":"neutral","sentiment_score":-0.0549214705824852},{"text":"Finish finish payment now.","start":1078.0449,"end":1085.65,"sentiment":"neutral","sentiment_score":-0.013571469113230705}],"sentiment":"neutral","sentiment_score":-0.015274038538336754,"num_words":8,"start":1064.445,"end":1085.65},{"sentences":[{"text":"Okay.","start":1089.4701,"end":1089.9701,"sentiment":"neutral","sentiment_score":0.07871533930301666},{"text":"No.","start":1096.255,"end":1096.735,"sentiment":"neutral","sentiment_score":-0.02103833295404911},{"text":"Bank bank payment.","start":1096.735,"end":1098.035,"sentiment":"neutral","sentiment_score":-0.04519730620086193},{"text":"736 078.","start":1113.17,"end":1118.055,"sentiment":"neutral","sentiment_score":0.01926214201375842},{"text":"Yes.","start":1123.895,"end":1124.395,"sentiment":"neutral","sentiment_score":0.1381690502166748}],"sentiment":"neutral","sentiment_score":0.012347302748821676,"num_words":8,"start":1089.4701,"end":1124.395},{"sentences":[{"text":"690429.","start":1128.375,"end":1135.25,"sentiment":"neutral","sentiment_score":0.02519322745501995},{"text":"No.","start":1141.9501,"end":1142.1901,"sentiment":"neutral","sentiment_score":-0.09308949112892152},{"text":"No.","start":1142.1901,"end":1142.51,"sentiment":"neutral","sentiment_score":-0.0731995552778244},{"text":"690.","start":1142.51,"end":1143.7101,"sentiment":"neutral","sentiment_score":-0.042697012424468994},{"text":"90.","start":1143.7101,"end":1144.4501,"sentiment":"neutral","sentiment_score":-0.019295400008559227}],"sentiment":"neutral","sentiment_score":-0.04061764627695084,"num_words":5,"start":1128.375,"end":1144.4501},{"sentences":[{"text":"Yes.","start":1145.79,"end":1146.27,"sentiment":"neutral","sentiment_score":0.01521058939397335},{"text":"69 not six one six nine zero four two nine.","start":1146.27,"end":1149.65,"sentiment":"neutral","sentiment_score":0.0023604356683790684},{"text":"Yeah.","start":1159.585,"end":1159.9049,"sentiment":"neutral","sentiment_score":0.04265108704566955},{"text":"Yes.","start":1159.9049,"end":1160.4049,"sentiment":"neutral","sentiment_score":0.05924796313047409},{"text":"Okay.","start":1167.84,"end":1168.0,"sentiment":"neutral","sentiment_score":0.013261845335364342}],"sentiment":"neutral","sentiment_score":0.010998274399233716,"num_words":14,"start":1145.79,"end":1168.0},{"sentences":[{"text":"So basic.","start":1168.0,"end":1168.58,"sentiment":"neutral","sentiment_score":0.004093679133802652},{"text":"Saving must be a just basic.","start":1169.84,"end":1172.34,"sentiment":"neutral","sentiment_score":-0.008241872768849134},{"text":"Yeah.","start":1196.64,"end":1197.12,"sentiment":"neutral","sentiment_score":0.017530586570501328},{"text":"I want to pay myself online, not direct.","start":1197.12,"end":1199.62,"sentiment":"neutral","sentiment_score":-0.004689002642408013},{"text":"You can send me link.","start":1200.0,"end":1201.46,"sentiment":"neutral","sentiment_score":0.037608497962355616}],"sentiment":"neutral","sentiment_score":0.005763508040796627,"num_words":22,"start":1168.0,"end":1201.46},{"sentences":[{"text":"Link me.","start":1202.16,"end":1202.9,"sentiment":"neutral","sentiment_score":0.04374412260949612},{"text":"Is that is it you send free is paper bill free?","start":1216.33,"end":1220.83,"sentiment":"neutral","sentiment_score":0.04574964093891057},{"text":"Oh, no.","start":1227.705,"end":1229.965,"sentiment":"neutral","sentiment_score":0.08128365315496922},{"text":"Don't worry.","start":1230.1849,"end":1230.745,"sentiment":"neutral","sentiment_score":0.15348106622695923},{"text":"Just submit it.","start":1230.745,"end":1231.7849,"sentiment":"neutral","sentiment_score":0.1637783944606781}],"sentiment":"neutral","sentiment_score":0.07757994588464498,"num_words":20,"start":1202.16,"end":1231.7849},{"sentences":[{"text":"Thank you, ma'am.","start":1231.7849,"end":1232.6849,"sentiment":"positive","sentiment_score":0.631712794303894},{"text":"Have a good day.","start":1232.745,"end":1233.8049,"sentiment":"positive","sentiment_score":0.5951732844114304},{"text":"See you.","start":1234.9049,"end":1235.725,"sentiment":"neutral","sentiment_score":0.22263289988040924},{"text":"Yes.","start":1242.6901,"end":1243.01,"sentiment":"neutral","sentiment_score":0.10989658534526824},{"text":"Yes.","start":1243.01,"end":1243.51,"sentiment":"neutral","sentiment_score":0.10624585300683977}],"sentiment":"positive","sentiment_score":0.4488399780609391,"num_words":11,"start":1231.7849,"end":1243.51},{"sentences":[{"text":"If you yeah.","start":1243.73,"end":1244.61,"sentiment":"neutral","sentiment_score":0.08212251712878545},{"text":"If I ask for if I don't ask for you, just email me.","start":1244.61,"end":1247.8301,"sentiment":"neutral","sentiment_score":0.02219520888936061},{"text":"Yeah.","start":1260.505,"end":1260.665,"sentiment":"neutral","sentiment_score":0.15857309103012085},{"text":"Okay.","start":1260.665,"end":1261.065,"sentiment":"neutral","sentiment_score":0.21985363960266113},{"text":"Thanks.","start":1261.065,"end":1261.565,"sentiment":"positive","sentiment_score":0.4213210344314575}],"sentiment":"neutral","sentiment_score":0.07024489642169915,"num_words":19,"start":1243.73,"end":1261.565},{"sentences":[{"text":"Yeah.","start":1267.385,"end":1267.705,"sentiment":"neutral","sentiment_score":0.17609213292598724},{"text":"That's okay.","start":1267.705,"end":1268.525,"sentiment":"neutral","sentiment_score":0.10445474740117788},{"text":"Alright.","start":1275.8309,"end":1275.9109,"sentiment":"neutral","sentiment_score":0.3306000232696533},{"text":"Thank you.","start":1275.9109,"end":1276.631,"sentiment":"positive","sentiment_score":0.7473063468933105},{"text":"Have a good day.","start":1276.631,"end":1277.5309,"sentiment":"positive","sentiment_score":0.7027264833450317}],"sentiment":"positive","sentiment_score":0.5021120278164745,"num_words":10,"start":1267.385,"end":1277.5309}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good morning. This is your account. How may I help you today?\n\nChannel 1: Good morning. Can you tell me my bill? How much I have to pay?\n\nChannel 0: Oh, sure. I would love to assist you. May I please confirm your full name? Nice to have you on the line, mister Teiman. And your date of birth, please?\n\nThank you. And I'm showing here your outstanding is $137.27. This cover the period services from July 9 until the thirty first of this month.\n\nChannel 1: July nine thirty fourth\n\nChannel 0: Yes.\n\nChannel 1: of this month. It means two two megawatt.\n\nChannel 0: This is your first bill because we've activated your services with no upfront payment. The reason why it's covered this Toyota bill. However, moving forward by next month, it's only cover the full month of your services, which is the $79.95. And\n\nChannel 1: Alright.\n\nChannel 0: then\n\nChannel 1: Now\n\nChannel 0: you have\n\nChannel 1: after that, 79 now, and then after that, every one moment.\n\nChannel 0: no. No. Right now, your current bill your first bill with your Airtel account is $137.27.\n\nChannel 1: Are you sure\n\nChannel 0: I\n\nChannel 1: that there's nothing wrong with that?\n\nChannel 0: no. Because I'm showing on here that your services has been activated July 9. Reason why your bill covered from July 9 until the end of this month. Because usually, our billing process is ever first. However, once the services has been activated, your bill has been commenced, and there is no front payment.\n\nReason why your first bill is pro rata from the date that your service has been activated.\n\nChannel 1: That one really hard to understand. So I don't want to pay this much. I want to pay you promise me every month 25. 25\n\nChannel 0: Twenty five.\n\nChannel 1: months. We agreed price 25 a month. Isn't it? First six months. No.\n\nThat is for mobile. I know. Okay. For house was $60 something. Isn't it third month?\n\nPer\n\nChannel 0: I'm\n\nChannel 1: six\n\nChannel 0: showing\n\nChannel 1: months.\n\nChannel 0: on here okay. I'm showing on here that your contract is twenty four month contract, and then you got a 15% discount for oh, go ahead. Three months. So from October, November oh, August, August one moment. Okay?\n\nI'm trying to check here first. August, September, October, you have 15% discount.\n\nChannel 1: Okay.\n\nChannel 0: So as\n\nChannel 1: How\n\nChannel 0: you could\n\nChannel 1: much\n\nChannel 0: see\n\nChannel 1: a\n\nChannel 0: from\n\nChannel 1: month?\n\nChannel 0: your bill from this month, it's a different the reason why it's showing $1.37, but it's pro rata. By by next month, your bill will be, like, around $67.96 because you are getting 15%. This month, you also got a 15%. However, it's kinda high higher because it's more than a month because it's added the day that your service has been commenced.\n\nChannel 1: Okay.\n\nChannel 0: And also,\n\nChannel 1: This\n\nChannel 0: since\n\nChannel 1: bill under yeah.\n\nChannel 0: oh,\n\nChannel 1: But also\n\nChannel 0: no. No.\n\nChannel 1: what?\n\nChannel 0: No. Go ahead. No. Go ahead, please.\n\nChannel 1: So that means this bill under twenty thirty seven, little higher. That means per month 16 for two month, under 20, under 30. That's fine, sir. You can make this bill for two months, and then after a month, send me under bill 60.\n\nChannel 0: What do you mean? I'm not getting what you are trying to say.\n\nChannel 1: Now I\n\nChannel 0: You're\n\nChannel 1: pay you\n\nChannel 0: making your own billing process? Oh,\n\nChannel 1: yeah.\n\nChannel 0: okay.\n\nChannel 1: On\n\nChannel 0: Let\n\nChannel 1: billing\n\nChannel 0: me just\n\nChannel 1: process.\n\nChannel 0: no.\n\nChannel 1: Can you\n\nChannel 0: We\n\nChannel 1: do\n\nChannel 0: cannot\n\nChannel 1: on\n\nChannel 0: set\n\nChannel 1: my own?\n\nChannel 0: the it's set on our account here. So,\n\nChannel 1: Account.\n\nChannel 0: basically yeah. Let me also try to explain to you. If you check your you received the bill. Right? You received the bill?\n\nChannel 1: Does\n\nChannel 0: You\n\nChannel 1: she that\n\nChannel 0: we\n\nChannel 1: is the bill in the email or what?\n\nChannel 0: yeah. We sent you the bill August 1 to your email\n\nChannel 1: Yeah.\n\nChannel 0: address.\n\nChannel 1: Yeah. I\n\nChannel 0: You got\n\nChannel 1: see\n\nChannel 0: it?\n\nChannel 1: that one month because I didn't understand very hard. That's why I talked\n\nChannel 0: Oh,\n\nChannel 1: about\n\nChannel 0: okay.\n\nChannel 1: months.\n\nChannel 0: Yeah. So, basically, if you did see from our from your bill, your amount due date is eleventh of each month. So it's due Monday. Yeah. Today is the no.\n\nIt's due Tuesday. Today is the '13. And then also, our billing setup here, if the payment was not made on time, the latest is the '11, all unpaid invoices, overdue invoices will be assessed for a late fee.\n\nChannel 1: Can't\n\nChannel 0: So as I review your invoice, unfortunately, I do see in here that you got a late fee of $10.\n\nChannel 1: know why let's\n\nChannel 0: But definite\n\nChannel 1: see. That's because because your communication, if you have I tried to use your email portal. I couldn't get login on\n\nChannel 0: mhmm.\n\nChannel 1: ticket.\n\nChannel 0: But\n\nChannel 1: You have to send me bill then. Don't send me email. Bill, Bill Pepper will lead on it.\n\nChannel 0: no worries with that. I can remove this late fee, okay, since I have you on the line. I it just so happened I have to explain it to you.\n\nChannel 1: Okay.\n\nChannel 0: So\n\nChannel 1: Remove\n\nChannel 0: let me just\n\nChannel 1: all that\n\nChannel 0: do\n\nChannel 1: fee.\n\nChannel 0: the waiver.\n\nChannel 1: Remove all\n\nChannel 0: Yeah.\n\nChannel 1: that\n\nChannel 0: One\n\nChannel 1: fee, and I pay it down.\n\nChannel 0: one moment. Okay? I'll remove it for you. Just bear with me here. It's I'm almost done.\n\nOkay? I just wanted to make sure it's processed. Okay. So there we go, mister Teoman. Your late fee has been removed.\n\nSo your outstanding now is $127.27. The coverage\n\nChannel 1: Gotcha.\n\nChannel 0: of this amount is from the day that your service has been activated, which was July 9 until the thirty first of this month. And then by next month, for September and\n\nChannel 1: September.\n\nChannel 0: October, your bill will be $67.96 because you are getting the 15% discount. And then after that, two months three months of period, that's the discount that has been fulfilled, it will go back to the original price of $79.95. And you have an option to process your payment using a Visa, Mastercard, and BPAY. And, also, if you would like to set up a direct debit, I can help you to set up to your account to\n\nChannel 1: Yeah.\n\nChannel 0: make sure that\n\nChannel 1: Yeah.\n\nChannel 0: your payment will be processed on time, and you will avoid a late fee every month.\n\nChannel 1: Yeah. Yeah. Yeah. I know that. Okay.\n\nJust pay this one and cancel\n\nChannel 0: Mm-mm.\n\nChannel 1: stop my Internet because I'm gonna overseas soon. And I\n\nChannel 0: Overseas?\n\nChannel 1: just pay this bill, and I finish it with you. No more payment. Okay? You can do that?\n\nChannel 0: How long you will leave? Are you coming back?\n\nChannel 1: Don't ask me. I I don't want to put Internet again. Come back. I use my mobile only.\n\nChannel 0: Oh, mister Tiaman, thank you so much for letting us know. I can go\n\nChannel 1: Yes.\n\nChannel 0: ahead and definitely do your request. However, please keep in mind, you signed for twenty four month contract. So if you are canceling your services within the contract period, you will liable to pay the cancellation fee.\n\nChannel 1: How much this? No.\n\nChannel 0: Cancellation fee is $132, and then you also needs to pay the another one month service.\n\nChannel 1: No. Yeah. I understand. But that is bloody shit. It is it is not fair because you you promise many thing not happen.\n\nAnd then I I got I got phone number doesn't work. Before, my phone number\n\nChannel 0: Which\n\nChannel 1: was working.\n\nChannel 0: which phone\n\nChannel 1: Home\n\nChannel 0: number\n\nChannel 1: numbers.\n\nChannel 0: is not working?\n\nChannel 1: Home home home telephone home telephone doesn't work.\n\nChannel 0: You got a home telephone from us?\n\nChannel 1: No.\n\nChannel 0: No.\n\nChannel 1: Because\n\nChannel 0: You you\n\nChannel 1: I\n\nChannel 0: just\n\nChannel 1: had it\n\nChannel 0: have\n\nChannel 1: before.\n\nChannel 0: Internet.\n\nChannel 1: I I got a phone number before before I joined you.\n\nChannel 0: A\n\nChannel 1: And\n\nChannel 0: landline?\n\nChannel 1: they they Yeah. That line, they they\n\nChannel 0: Yeah.\n\nChannel 1: stopped something. Why why not working?\n\nChannel 0: Oh, that's not connected. The the plan that you got from us is only an Internet service, not your landline. If you would like to add a landline, that's a different thing.\n\nChannel 1: No. That is was free before I joined another company. Lendline Internet free. It's a landline only free. I don't pay anything for landline before.\n\nChannel 0: But that's not the offer they provided to you in the first place. I believe they explained to you what was the services that you are signing.\n\nChannel 1: I don't know. You don't did I I supposed to tell you that one. I think I may I don't know if I forgot or or you forgot. I don't\n\nChannel 0: No.\n\nChannel 1: know who forgot.\n\nChannel 0: No. Because our sales representative talked to you. They explained the services that's being provided with this contract that you agreed on Internet services. That's not included the\n\nChannel 1: So so you\n\nChannel 0: landline\n\nChannel 1: cannot do\n\nChannel 0: services.\n\nChannel 1: you cannot do a whole landline you cannot do landline free?\n\nChannel 0: We can go ahead and do a landline, but it's not included on the package. It's not for free. There is an additional fee for that, and it should set\n\nChannel 1: No.\n\nChannel 0: up by our tech\n\nChannel 1: Okay.\n\nChannel 0: tech\n\nChannel 1: You\n\nChannel 0: department.\n\nChannel 1: you request you put request. It is free. They do it. If not free, don't do it. Okay?\n\nChannel 0: I will ask them. Okay? No worries with that, mister Thiemann. Good thing that you mentioned because if you mentioned this prior to talking to one of our sales rep, they definitely check this because, yes, we offer a landline services. But as as per our current promo, it's not included for free.\n\nSo you're telling me you need a landline as well as sites with the Internet services? Oh, what is your landline? Is this a a wired landline or is a wireless?\n\nChannel 1: What?\n\nChannel 0: Your\n\nChannel 1: Why\n\nChannel 0: phone\n\nChannel 1: why\n\nChannel 0: is\n\nChannel 1: wireless oh, no. Why why you I have to\n\nChannel 0: it's\n\nChannel 1: plug in\n\nChannel 0: wired?\n\nChannel 1: on the telephone line. Yeah.\n\nChannel 0: Yeah. It's a it's it's like a normal telephone.\n\nChannel 1: Yeah. Also.\n\nChannel 0: Okay. So, here's, what we can do first. Let's go ahead and process your payment, and then I will, endorse your concern to our tech department so they can check this for you.\n\nChannel 1: Yeah. Okay. Okay. Just go type my details payment details. Are you only\n\nChannel 0: Oh,\n\nChannel 1: credit\n\nChannel 0: yeah.\n\nChannel 1: card? What else? You have PayPal?\n\nChannel 0: No. Our option is Visa card, Mastercard, and BPAY. We don't have PayPal.\n\nChannel 1: BT\n\nChannel 0: BPay\n\nChannel 1: BT BT then\n\nChannel 0: or bPay\n\nChannel 1: pay.\n\nChannel 0: and bank account. Yes. You can also use bank\n\nChannel 1: Yeah.\n\nChannel 0: account.\n\nChannel 1: Yeah. That one is difficult on the phone. Better semi link, I do online.\n\nChannel 0: Yeah. Let me check. I believe I sent you the as well your details necessary details for you to utilize our payment options.\n\nChannel 1: Yeah. But\n\nChannel 0: I\n\nChannel 1: that that\n\nChannel 0: sent\n\nChannel 1: link\n\nChannel 0: you\n\nChannel 1: that link will ask me link to to to log in? I don't like log in.\n\nChannel 0: okay. So with what what link? You're asking for a link. If if it's a link, you have to log in. So what do you need?\n\nChannel 1: Do I have to log in to to pay?\n\nChannel 0: Yes. So if you don't want to log in to pay, I will do it for you. I will be the one who will help you to process your payment. You don't need to log in.\n\nChannel 1: Okay. So you need my number, card numbers, or VPA numbers?\n\nChannel 0: That that's correct. If you are using a card, I'll be needing your card number, expiration, and CVV. If you are paying\n\nChannel 1: Yes.\n\nChannel 0: using your bank account, I'll need your BSB\n\nChannel 1: Yes.\n\nChannel 0: and account number.\n\nChannel 1: Account.\n\nChannel 0: Yeah.\n\nChannel 1: Is it twenty four two twenty four month contract? You sure I done that one before? Yes.\n\nChannel 0: Yes. That's your contract, twenty four month, and we do have a copy of your activation order receipt. It's showing\n\nChannel 1: Yeah.\n\nChannel 0: twenty\n\nChannel 1: But\n\nChannel 0: four month contract.\n\nChannel 1: but that was that's what comes with the free modem. They don't put free modem. I use my same modem still.\n\nChannel 0: Free modem?\n\nChannel 1: Yeah. You offer a free modem if two if two years.\n\nChannel 0: It's not included with the package.\n\nChannel 1: Yeah.\n\nChannel 0: You you use your own modem. Right? But I'll confirm to our department as well\n\nChannel 1: Yeah.\n\nChannel 0: because I don't see here on our end because I'm from accounts, but I will also ask our tech in reference with that. Okay? No worries.\n\nChannel 1: Yeah. But but I know on the phone when I joined on the phone, you told me three more than because two is contract.\n\nChannel 0: Mhmm. Yeah. As far as\n\nChannel 1: Yeah.\n\nChannel 0: I know, it's not included, but I will confirm to them. Okay? Nothing to worry\n\nChannel 1: Yeah. There\n\nChannel 0: about\n\nChannel 1: are two\n\nChannel 0: that.\n\nChannel 1: things.\n\nChannel 0: I will confirm.\n\nChannel 1: A home phone home phone and then that one modem,\n\nChannel 0: Yeah.\n\nChannel 1: I\n\nChannel 0: Yes.\n\nChannel 1: I must be must be in this contract.\n\nChannel 0: Yeah. Home phone service, your landline, and\n\nChannel 1: Yes.\n\nChannel 0: modem. Okay? I will ask\n\nChannel 1: Yeah.\n\nChannel 0: them.\n\nChannel 1: Thank you. And then\n\nChannel 0: You're\n\nChannel 1: now\n\nChannel 0: welcome.\n\nChannel 1: payment go to payment now.\n\nChannel 0: Yeah. Are you using a card or a bank account?\n\nChannel 1: Yeah. Bank\n\nChannel 0: Card.\n\nChannel 1: account, but not\n\nChannel 0: Bank\n\nChannel 1: not direct debit. Okay? Not direct\n\nChannel 0: oh, what do you mean?\n\nChannel 1: No.\n\nChannel 0: So if you don't want to do a direct debit, we can use your card. If it's for today payment, that would be fine.\n\nChannel 1: If it's on this today on the\n\nChannel 0: Yeah.\n\nChannel 1: you cannot\n\nChannel 0: It's\n\nChannel 1: do\n\nChannel 0: today\n\nChannel 1: bank payment\n\nChannel 0: only.\n\nChannel 1: only this month? Bank payment cannot?\n\nChannel 0: No. If we put on the system your bank account,\n\nChannel 1: It\n\nChannel 0: it will\n\nChannel 1: should\n\nChannel 0: be\n\nChannel 1: be\n\nChannel 0: a\n\nChannel 1: direct.\n\nChannel 0: direct yeah. You you would like this to use for this time.\n\nChannel 1: Oh, okay. Can you do it free when we are overseas a month about a month? Can you do it free?\n\nChannel 0: Which one?\n\nChannel 1: When we are not using Internet when we go overseas, that time you you're still charging\n\nChannel 0: Okay.\n\nChannel 1: us? Three\n\nChannel 0: The reason why I've asked how long you will be overseas?\n\nChannel 1: weeks.\n\nChannel 0: How long? Three.\n\nChannel 1: Three weeks\n\nChannel 0: Three\n\nChannel 1: about\n\nChannel 0: weeks.\n\nChannel 1: or four four weeks. Say, only one month.\n\nChannel 0: Oh, just say just say one month? Okay.\n\nChannel 1: Yes.\n\nChannel 0: One month. So one month, you go overseas. You would like to post your Internet for the meantime as long as you're not at home. And then once you come back of home, you would like to to resume. Is that what you are trying to say?\n\nChannel 1: Yeah. You\n\nChannel 0: In\n\nChannel 1: can\n\nChannel 0: that\n\nChannel 1: do\n\nChannel 0: way,\n\nChannel 1: that.\n\nChannel 0: you I'll check, of course. Nothing to worry. Any request of our customer, we won't decline it immediately. We will go ahead and check what we can do and what the best we can\n\nChannel 1: K.\n\nChannel 0: do for our customer.\n\nChannel 1: So I'm becoming\n\nChannel 0: Okay?\n\nChannel 1: I'm becoming three request then. I have three request. So all\n\nChannel 0: Mhmm.\n\nChannel 1: of them must note it. Okay?\n\nChannel 0: Yeah. So for me to be able to do what's the best for you here, one month. So when will be the start of this\n\nChannel 1: Yeah.\n\nChannel 0: pause of your service?\n\nChannel 1: I'm I'm going\n\nChannel 0: September?\n\nChannel 1: 2626 August, going overseas, come back October 21.\n\nChannel 0: Oh,\n\nChannel 1: I don't. So yeah. '26. Sorry. '26.\n\nSeptember go. Come back to 2021 October.\n\nChannel 0: September\n\nChannel 1: Yeah. Yes. September\n\nChannel 0: twenty six.\n\nChannel 1: from '26 September to '20 October 1.\n\nChannel 0: Okay. October 21.\n\nChannel 1: Yes.\n\nChannel 0: Okay. Alright. So if this has been approved and can be done, basically, what by next month, what you just need to pay is September '25, and then we will pause it from September 26 to October 21. And then once you came back, just give us a call. Alright?\n\nChannel 1: Yeah. Okay.\n\nChannel 0: September. But this is also for approval. I'll call you back. Once I call you back, please answer, alright, so we can sort this out. I know you're\n\nChannel 1: Yeah.\n\nChannel 0: busy,\n\nChannel 1: Wait.\n\nChannel 0: but please\n\nChannel 1: Finish\n\nChannel 0: answer our call.\n\nChannel 1: finish payment\n\nChannel 0: Yeah. I've already take note of all of this.\n\nChannel 1: now.\n\nChannel 0: So we have three. K? One moment. Alright.\n\nChannel 1: Okay.\n\nChannel 0: So, yeah, let let's go back to the payment. You you will using your Visa or Mastercard\n\nChannel 1: No. Bank bank payment.\n\nChannel 0: Bank payment. Okay. Bank payment. Okay. Let's start with your BSB number.\n\nChannel 1: 736\n\nChannel 0: Mhmm.\n\nChannel 1: 078.\n\nChannel 0: Thank you. 736078.\n\nChannel 1: Yes.\n\nChannel 0: Thank you. And your account number?\n\nChannel 1: 690429.\n\nChannel 0: Mhmm. Thank you. If I heard you right, 610429.\n\nChannel 1: No. No. 690. 90.\n\nChannel 0: 9. Oh, okay. 9.\n\nChannel 1: Yes.\n\nChannel 0: Yeah.\n\nChannel 1: 69\n\nChannel 0: Six 9\n\nChannel 1: not\n\nChannel 0: 0\n\nChannel 1: six one six nine zero four two nine.\n\nChannel 0: okay. Thank you. 960429. Okay. Account name is the same as your Airtel name, Tiyoman Sinkaya?\n\nChannel 1: Yeah. Yes.\n\nChannel 0: Okay. Thank you. And is this checking account or savings account?\n\nChannel 1: Okay. So basic. Saving must be a just basic.\n\nChannel 0: So checking or savings? Okay. So you would like just to use this as your payment method today, and you don't want to set up as your direct debit payment?\n\nChannel 1: Yeah. I want to pay myself online, not direct. You can send\n\nChannel 0: Okay.\n\nChannel 1: me link. Link me.\n\nChannel 0: Yeah. I've already sent you the link. Just review your email. All the details are there. Okay?\n\nBut if you would like, I can also resend those details for you. Not a problem. For your future reference.\n\nChannel 1: Is that is it you send free is paper bill free?\n\nChannel 0: No. Actually, on our end, the paper bill has a fee of $3.\n\nChannel 1: Oh, no. Don't worry.\n\nChannel 0: Yeah.\n\nChannel 1: Just submit it. Thank you, ma'am. Have a good day.\n\nChannel 0: You just\n\nChannel 1: See you.\n\nChannel 0: so I'll call you back about these things that we've talked about\n\nChannel 1: Yes.\n\nChannel 0: just\n\nChannel 1: Yes.\n\nChannel 0: for confirmation.\n\nChannel 1: If you yeah. If I ask for if I don't ask for you, just email me.\n\nChannel 0: Yeah. And then also, mister Teoman, please ensure your funds are available to this bank account. In that way, the the payment will go through. Okay?\n\nChannel 1: Yeah. Okay.\n\nChannel 0: This will\n\nChannel 1: Thanks.\n\nChannel 0: this it should be cleared up within one to two or one to three banking days.\n\nChannel 1: Yeah.\n\nChannel 0: And then\n\nChannel 1: That's\n\nChannel 0: about\n\nChannel 1: okay.\n\nChannel 0: the checking, about the home phone and everything, the POS, I'll call you back. Okay?\n\nChannel 1: Alright. Thank you.\n\nChannel 0: Alright.\n\nChannel 1: Have a good day.\n\nChannel 0: Thank you so much.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.36,"end":1.68,"sentiment":"neutral","sentiment_score":0.14438864588737488},{"text":"Good morning.","start":1.68,"end":2.32,"sentiment":"neutral","sentiment_score":0.2933015078306198},{"text":"This is your account.","start":2.32,"end":3.54,"sentiment":"neutral","sentiment_score":0.23198850080370903},{"text":"How may I help you today?","start":3.6,"end":4.98,"sentiment":"neutral","sentiment_score":0.3200366000334422}],"sentiment":"neutral","sentiment_score":0.27532040499723875,"channel":0,"num_words":13,"start":1.36,"end":4.98},{"sentences":[{"text":"Good morning.","start":5.92,"end":6.48,"sentiment":"neutral","sentiment_score":0.162182055413723},{"text":"Can you tell me my bill?","start":6.48,"end":8.0,"sentiment":"neutral","sentiment_score":0.07102509215474129},{"text":"How much I have to pay?","start":8.0,"end":9.94,"sentiment":"neutral","sentiment_score":0.04193172603845596}],"sentiment":"neutral","sentiment_score":0.07157892999904496,"channel":1,"num_words":14,"start":5.92,"end":9.94},{"sentences":[{"text":"Oh, sure.","start":10.639999,"end":11.2,"sentiment":"neutral","sentiment_score":0.17767810821533203},{"text":"I would love to assist you.","start":11.2,"end":12.48,"sentiment":"positive","sentiment_score":0.43615861733754474},{"text":"May I please confirm your full name?","start":12.48,"end":14.82,"sentiment":"neutral","sentiment_score":0.22279821974890573},{"text":"Nice to have you on the line, mister Teiman.","start":18.175001,"end":20.675,"sentiment":"positive","sentiment_score":0.3987278209792243},{"text":"And your date of birth, please?","start":20.735,"end":22.195,"sentiment":"neutral","sentiment_score":0.17726087321837744}],"sentiment":"neutral","sentiment_score":0.3061337028940519,"channel":0,"num_words":30,"start":10.639999,"end":22.195},{"sentences":[{"text":"Thank you.","start":25.935001,"end":26.654999,"sentiment":"positive","sentiment_score":0.36675213277339935},{"text":"And I'm showing here your outstanding is $137.27.","start":26.654999,"end":34.71,"sentiment":"neutral","sentiment_score":0.10802323464304209},{"text":"This cover the period services from July 9 until the thirty first of this month.","start":35.489998,"end":42.705,"sentiment":"neutral","sentiment_score":0.04795736869176229}],"sentiment":"neutral","sentiment_score":0.09268202692270279,"channel":0,"num_words":25,"start":25.935001,"end":42.705},{"sentences":[{"text":"July nine thirty fourth","start":44.155,"end":46.095,"sentiment":"neutral","sentiment_score":0.006882946705445647}],"sentiment":"neutral","sentiment_score":0.006882946705445647,"channel":1,"num_words":4,"start":44.155,"end":46.095},{"sentences":[{"text":"Yes.","start":45.665,"end":46.165,"sentiment":"neutral","sentiment_score":0.026917975395917892}],"sentiment":"neutral","sentiment_score":0.026917975395917892,"channel":0,"num_words":1,"start":45.665,"end":46.165},{"sentences":[{"text":"of this month.","start":46.715,"end":47.435,"sentiment":"neutral","sentiment_score":0.02052983393271764},{"text":"It means two two megawatt.","start":47.435,"end":49.614998,"sentiment":"neutral","sentiment_score":0.04180169478058815}],"sentiment":"neutral","sentiment_score":0.03382474696263671,"channel":1,"num_words":8,"start":46.715,"end":49.614998},{"sentences":[{"text":"This is your first bill because we've activated your services with no upfront payment.","start":51.185,"end":56.600002,"sentiment":"neutral","sentiment_score":0.027294601180723736},{"text":"The reason why it's covered this Toyota bill.","start":56.600002,"end":59.5,"sentiment":"neutral","sentiment_score":-0.02762983040884137},{"text":"However, moving forward by next month, it's only cover the full month of your services, which is the $79.95.","start":59.640003,"end":69.9,"sentiment":"neutral","sentiment_score":-0.02639239536304223},{"text":"And","start":71.924995,"end":72.16499,"sentiment":"neutral","sentiment_score":-0.005028273910284042}],"sentiment":"neutral","sentiment_score":-0.008223762203540121,"channel":0,"num_words":42,"start":51.185,"end":72.16499},{"sentences":[{"text":"Alright.","start":71.975,"end":72.375,"sentiment":"neutral","sentiment_score":0.028286941349506375}],"sentiment":"neutral","sentiment_score":0.028286941349506375,"channel":1,"num_words":1,"start":71.975,"end":72.375},{"sentences":[{"text":"then","start":72.16499,"end":72.405,"sentiment":"neutral","sentiment_score":0.028055593371391296}],"sentiment":"neutral","sentiment_score":0.028055593371391296,"channel":0,"num_words":1,"start":72.16499,"end":72.405},{"sentences":[{"text":"Now","start":72.375,"end":72.775,"sentiment":"neutral","sentiment_score":0.01825905032455921}],"sentiment":"neutral","sentiment_score":0.01825905032455921,"channel":1,"num_words":1,"start":72.375,"end":72.775},{"sentences":[{"text":"you have","start":72.405,"end":73.064995,"sentiment":"neutral","sentiment_score":0.019233101047575474}],"sentiment":"neutral","sentiment_score":0.019233101047575474,"channel":0,"num_words":2,"start":72.405,"end":73.064995},{"sentences":[{"text":"after that, 79 now, and then after that, every one moment.","start":72.775,"end":77.675,"sentiment":"neutral","sentiment_score":0.017589249394156715}],"sentiment":"neutral","sentiment_score":0.017589249394156715,"channel":1,"num_words":11,"start":72.775,"end":77.675},{"sentences":[{"text":"no.","start":78.325,"end":78.564995,"sentiment":"neutral","sentiment_score":-0.09927786886692049},{"text":"No.","start":78.564995,"end":79.045,"sentiment":"neutral","sentiment_score":-0.12983477115631104},{"text":"Right now, your current bill your first bill with your Airtel account is $137.27.","start":79.045,"end":88.34,"sentiment":"neutral","sentiment_score":-0.08445746837449926}],"sentiment":"neutral","sentiment_score":-0.08821982482913882,"channel":0,"num_words":16,"start":78.325,"end":88.34},{"sentences":[{"text":"Are you sure","start":89.35,"end":90.25,"sentiment":"neutral","sentiment_score":-0.010878985126813253}],"sentiment":"neutral","sentiment_score":-0.010878985126813253,"channel":1,"num_words":3,"start":89.35,"end":90.25},{"sentences":[{"text":"I","start":90.64,"end":91.14,"sentiment":"neutral","sentiment_score":-0.02242749184370041}],"sentiment":"neutral","sentiment_score":-0.02242749184370041,"channel":0,"num_words":1,"start":90.64,"end":91.14},{"sentences":[{"text":"that there's nothing wrong with that?","start":90.87,"end":92.57,"sentiment":"neutral","sentiment_score":-0.05393297287325064}],"sentiment":"neutral","sentiment_score":-0.05393297287325064,"channel":1,"num_words":6,"start":90.87,"end":92.57},{"sentences":[{"text":"no.","start":93.6,"end":93.84,"sentiment":"neutral","sentiment_score":-0.13975182175636292},{"text":"Because I'm showing on here that your services has been activated July 9.","start":93.84,"end":99.755,"sentiment":"neutral","sentiment_score":-0.09245468188936894},{"text":"Reason why your bill covered from July 9 until the end of this month.","start":99.975,"end":106.215,"sentiment":"neutral","sentiment_score":-0.14148231702191488},{"text":"Because usually, our billing process is ever first.","start":106.215,"end":110.155,"sentiment":"neutral","sentiment_score":-0.1671979296952486},{"text":"However, once the services has been activated, your bill has been commenced, and there is no front payment.","start":110.215,"end":118.1,"sentiment":"neutral","sentiment_score":-0.21486548003223208}],"sentiment":"neutral","sentiment_score":-0.1579180963475395,"channel":0,"num_words":54,"start":93.6,"end":118.1},{"sentences":[{"text":"Reason why your first bill is pro rata from the date that your service has been activated.","start":118.16,"end":124.18,"sentiment":"neutral","sentiment_score":-0.23561092948212342}],"sentiment":"neutral","sentiment_score":-0.23561092948212342,"channel":0,"num_words":17,"start":118.16,"end":124.18},{"sentences":[{"text":"That one really hard to understand.","start":126.705,"end":128.405,"sentiment":"negative","sentiment_score":-0.6839229563872019},{"text":"So I don't want to pay this much.","start":128.865,"end":132.705,"sentiment":"negative","sentiment_score":-0.6337722167372704},{"text":"I want to pay you promise me every month 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my mobile only.","start":483.075,"end":484.535,"sentiment":"neutral","sentiment_score":-0.08750119358301163}],"sentiment":"neutral","sentiment_score":-0.27730990159842706,"channel":1,"num_words":18,"start":479.67,"end":484.535},{"sentences":[{"text":"Oh, mister Tiaman, thank you so much for letting us know.","start":485.22,"end":488.84003,"sentiment":"positive","sentiment_score":0.3863579007712277},{"text":"I can go","start":489.14,"end":489.78,"sentiment":"neutral","sentiment_score":0.23585970203081766}],"sentiment":"positive","sentiment_score":0.3541082867554256,"channel":0,"num_words":14,"start":485.22,"end":489.78},{"sentences":[{"text":"Yes.","start":489.71503,"end":490.21503,"sentiment":"neutral","sentiment_score":0.2870836853981018}],"sentiment":"neutral","sentiment_score":0.2870836853981018,"channel":1,"num_words":1,"start":489.71503,"end":490.21503},{"sentences":[{"text":"ahead and definitely do your 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no.","start":1227.705,"end":1229.965,"sentiment":"neutral","sentiment_score":0.08128365315496922},{"text":"Don't worry.","start":1230.1849,"end":1230.745,"sentiment":"neutral","sentiment_score":0.15348106622695923}],"sentiment":"neutral","sentiment_score":0.11738235969096422,"channel":1,"num_words":4,"start":1227.705,"end":1230.745},{"sentences":[{"text":"Yeah.","start":1230.555,"end":1231.055,"sentiment":"neutral","sentiment_score":0.20729732513427737}],"sentiment":"neutral","sentiment_score":0.20729732513427737,"channel":0,"num_words":1,"start":1230.555,"end":1231.055},{"sentences":[{"text":"Just submit it.","start":1230.745,"end":1231.7849,"sentiment":"neutral","sentiment_score":0.1637783944606781},{"text":"Thank you, ma'am.","start":1231.7849,"end":1232.6849,"sentiment":"positive","sentiment_score":0.631712794303894},{"text":"Have a good day.","start":1232.745,"end":1233.8049,"sentiment":"positive","sentiment_score":0.5951732844114304}],"sentiment":"positive","sentiment_score":0.4767166703939438,"channel":1,"num_words":10,"start":1230.745,"end":1233.8049},{"sentences":[{"text":"You just","start":1234.3151,"end":1235.055,"sentiment":"neutral","sentiment_score":0.20123925805091858}],"sentiment":"neutral","sentiment_score":0.20123925805091858,"channel":0,"num_words":2,"start":1234.3151,"end":1235.055},{"sentences":[{"text":"See you.","start":1234.9049,"end":1235.725,"sentiment":"neutral","sentiment_score":0.22263289988040924}],"sentiment":"neutral","sentiment_score":0.22263289988040924,"channel":1,"num_words":2,"start":1234.9049,"end":1235.725},{"sentences":[{"text":"so I'll call you back about these things that we've talked about","start":1238.0751,"end":1242.71,"sentiment":"neutral","sentiment_score":0.13686400838196278}],"sentiment":"neutral","sentiment_score":0.13686400838196278,"channel":0,"num_words":12,"start":1238.0751,"end":1242.71},{"sentences":[{"text":"Yes.","start":1242.6901,"end":1243.01,"sentiment":"neutral","sentiment_score":0.10989658534526824}],"sentiment":"neutral","sentiment_score":0.10989658534526824,"channel":1,"num_words":1,"start":1242.6901,"end":1243.01},{"sentences":[{"text":"just","start":1242.9299,"end":1243.25,"sentiment":"neutral","sentiment_score":0.08226160705089569}],"sentiment":"neutral","sentiment_score":0.08226160705089569,"channel":0,"num_words":1,"start":1242.9299,"end":1243.25},{"sentences":[{"text":"Yes.","start":1243.01,"end":1243.51,"sentiment":"neutral","sentiment_score":0.10624585300683977}],"sentiment":"neutral","sentiment_score":0.10624585300683977,"channel":1,"num_words":1,"start":1243.01,"end":1243.51},{"sentences":[{"text":"for confirmation.","start":1243.25,"end":1244.07,"sentiment":"neutral","sentiment_score":0.08938690274953842}],"sentiment":"neutral","sentiment_score":0.08938690274953842,"channel":0,"num_words":2,"start":1243.25,"end":1244.07},{"sentences":[{"text":"If you yeah.","start":1243.73,"end":1244.61,"sentiment":"neutral","sentiment_score":0.08212251712878545},{"text":"If I ask for if I don't ask for you, just email me.","start":1244.61,"end":1247.8301,"sentiment":"neutral","sentiment_score":0.02219520888936061}],"sentiment":"neutral","sentiment_score":0.03343157918425277,"channel":1,"num_words":16,"start":1243.73,"end":1247.8301},{"sentences":[{"text":"Yeah.","start":1249.73,"end":1250.23,"sentiment":"neutral","sentiment_score":0.12233660370111464},{"text":"And then also, mister Teoman, please ensure your funds are available to this bank account.","start":1250.37,"end":1256.21,"sentiment":"neutral","sentiment_score":0.0858872855703036},{"text":"In that way, the the payment will go through.","start":1256.21,"end":1259.245,"sentiment":"neutral","sentiment_score":0.17831705345047844},{"text":"Okay?","start":1259.245,"end":1259.745,"sentiment":"neutral","sentiment_score":0.1179850772023201}],"sentiment":"neutral","sentiment_score":0.12051863251970364,"channel":0,"num_words":26,"start":1249.73,"end":1259.745},{"sentences":[{"text":"Yeah.","start":1260.505,"end":1260.665,"sentiment":"neutral","sentiment_score":0.15857309103012085},{"text":"Okay.","start":1260.665,"end":1261.065,"sentiment":"neutral","sentiment_score":0.21985363960266113}],"sentiment":"neutral","sentiment_score":0.189213365316391,"channel":1,"num_words":2,"start":1260.505,"end":1261.065},{"sentences":[{"text":"This will","start":1260.765,"end":1261.3251,"sentiment":"neutral","sentiment_score":0.3057672083377838}],"sentiment":"neutral","sentiment_score":0.3057672083377838,"channel":0,"num_words":2,"start":1260.765,"end":1261.3251},{"sentences":[{"text":"Thanks.","start":1261.065,"end":1261.565,"sentiment":"positive","sentiment_score":0.4213210344314575}],"sentiment":"positive","sentiment_score":0.4213210344314575,"channel":1,"num_words":1,"start":1261.065,"end":1261.565},{"sentences":[{"text":"this it should be cleared up within one to two or one to three banking days.","start":1261.485,"end":1267.025,"sentiment":"neutral","sentiment_score":0.23275175970047712}],"sentiment":"neutral","sentiment_score":0.23275175970047712,"channel":0,"num_words":16,"start":1261.485,"end":1267.025},{"sentences":[{"text":"Yeah.","start":1267.385,"end":1267.705,"sentiment":"neutral","sentiment_score":0.17609213292598724}],"sentiment":"neutral","sentiment_score":0.17609213292598724,"channel":1,"num_words":1,"start":1267.385,"end":1267.705},{"sentences":[{"text":"And then","start":1267.4309,"end":1267.8309,"sentiment":"neutral","sentiment_score":0.16272913664579391}],"sentiment":"neutral","sentiment_score":0.16272913664579391,"channel":0,"num_words":2,"start":1267.4309,"end":1267.8309},{"sentences":[{"text":"That's","start":1267.705,"end":1268.025,"sentiment":"neutral","sentiment_score":0.1900196671485901}],"sentiment":"neutral","sentiment_score":0.1900196671485901,"channel":1,"num_words":1,"start":1267.705,"end":1268.025},{"sentences":[{"text":"about","start":1267.8309,"end":1268.3309,"sentiment":"neutral","sentiment_score":0.14447273313999176}],"sentiment":"neutral","sentiment_score":0.14447273313999176,"channel":0,"num_words":1,"start":1267.8309,"end":1268.3309},{"sentences":[{"text":"okay.","start":1268.025,"end":1268.525,"sentiment":"neutral","sentiment_score":0.01888982765376568}],"sentiment":"neutral","sentiment_score":0.01888982765376568,"channel":1,"num_words":1,"start":1268.025,"end":1268.525},{"sentences":[{"text":"the checking, about the home phone and everything, the POS, I'll call you back.","start":1269.351,"end":1274.7109,"sentiment":"neutral","sentiment_score":0.06792032159864902},{"text":"Okay?","start":1274.7109,"end":1275.2109,"sentiment":"neutral","sentiment_score":0.06470692157745361}],"sentiment":"neutral","sentiment_score":0.06770609493056932,"channel":0,"num_words":15,"start":1269.351,"end":1275.2109},{"sentences":[{"text":"Alright.","start":1275.8309,"end":1275.9109,"sentiment":"neutral","sentiment_score":0.3306000232696533},{"text":"Thank you.","start":1275.9109,"end":1276.631,"sentiment":"positive","sentiment_score":0.7473063468933105}],"sentiment":"positive","sentiment_score":0.6084042390187582,"channel":1,"num_words":3,"start":1275.8309,"end":1276.631},{"sentences":[{"text":"Alright.","start":1276.6309,"end":1277.1309,"sentiment":"positive","sentiment_score":0.5077360272407532}],"sentiment":"positive","sentiment_score":0.5077360272407532,"channel":0,"num_words":1,"start":1276.6309,"end":1277.1309},{"sentences":[{"text":"Have a good day.","start":1276.631,"end":1277.5309,"sentiment":"positive","sentiment_score":0.7027264833450317}],"sentiment":"positive","sentiment_score":0.7027264833450317,"channel":1,"num_words":4,"start":1276.631,"end":1277.5309},{"sentences":[{"text":"Thank you so much.","start":1277.1909,"end":1278.216,"sentiment":"positive","sentiment_score":0.6033265106379986}],"sentiment":"positive","sentiment_score":0.6033265106379986,"channel":0,"num_words":4,"start":1277.1909,"end":1278.216}]},"summary":{"result":"success","short":"The customer is confused about their bill and learns they have a one-time payment due in August. They are also offered the option to pay with a direct debit. The customer is confused about canceling their service and paying a cancellation fee, but the agent explains they cannot cancel within the contract period and offers to process the payment and provide contract information. The agent also explains the process for canceling the service and reminds the customer to ensure their funds are available to the bank account. The customer confirms their payment details and the agent promises to call back with confirmation."},"intents":{"segments":[{"text":"This is your account. How may I help you today? Good morning.","start_word":3,"end_word":14,"intents":[{"intent":"Assist","confidence_score":0.043914642}]},{"text":"Can you tell me my bill? How much I have to pay?","start_word":15,"end_word":26,"intents":[{"intent":"Assist with bill","confidence_score":0.04110379},{"intent":"Provide bill details","confidence_score":0.19865793},{"intent":"Provide payment information","confidence_score":0.0007748004},{"intent":"Provide billing information","confidence_score":0.03305154},{"intent":"Confirm details","confidence_score":0.015142926},{"intent":"Provide billing details","confidence_score":0.024402082},{"intent":"Confirm bill details","confidence_score":0.016896434},{"intent":"Provide bill information","confidence_score":0.01096778},{"intent":"Confirm payment details","confidence_score":0.007106757},{"intent":"Confirm bill details","confidence_score":0.021422189}]},{"text":"Can you tell me my bill? How much I have to pay? Oh, sure.","start_word":15,"end_word":28,"intents":[{"intent":"Confirm billing process","confidence_score":0.012317133}]},{"text":"May I please confirm your full name?","start_word":35,"end_word":41,"intents":[{"intent":"Confirm name","confidence_score":0.33135748}]},{"text":"I want to pay you promise me every month 25. 25 Twenty five.","start_word":264,"end_word":276,"intents":[{"intent":"Confirm payment date","confidence_score":0.020489708}]},{"text":"I'm showing on here that your contract is twenty four month contract, and then you got a 15% discount for oh, go ahead. Three months.","start_word":314,"end_word":338,"intents":[{"intent":"Check contract details","confidence_score":0.008407574}]},{"text":"your bill from this month, it's a different the reason why it's showing $1.37, but it's pro rata.","start_word":374,"end_word":391,"intents":[{"intent":"Clarify bills","confidence_score":0.000054553642}]},{"text":"I can remove this late fee, okay, since I have you on the line.","start_word":765,"end_word":778,"intents":[{"intent":"Remove fee","confidence_score":0.19538222}]},{"text":"And you have an option to process your payment using a Visa, Mastercard, and BPAY.","start_word":935,"end_word":949,"intents":[{"intent":"Process payment","confidence_score":0.7195708}]},{"text":"And, also, if you would like to set up a direct debit, I can help you to set up to your account to Yeah.","start_word":950,"end_word":973,"intents":[{"intent":"Set up direct debit","confidence_score":0.06377158}]},{"text":"So if you are canceling your services within the contract period, you will liable to pay the cancellation fee. How much this?","start_word":1098,"end_word":1119,"intents":[{"intent":"Inquire about charges","confidence_score":0.0007418916}]},{"text":"But that is bloody shit. It is it is not fair because you you promise many thing not happen.","start_word":1140,"end_word":1158,"intents":[{"intent":"Express dissatisfaction","confidence_score":0.008932416}]},{"text":"which phone Home number numbers. is not working?","start_word":1177,"end_word":1184,"intents":[{"intent":"Clarify phone number","confidence_score":0.019801784}]},{"text":"they they Yeah.","start_word":1226,"end_word":1228,"intents":[{"intent":"Describe landline service","confidence_score":0.00035398506}]},{"text":"The the plan that you got from us is only an Internet service, not your landline.","start_word":1244,"end_word":1259,"intents":[{"intent":"Clarify internet service","confidence_score":0.030697005}]},{"text":"The the plan that you got from us is only an Internet service, not your landline. If you would like to add a landline, that's a different thing. No.","start_word":1244,"end_word":1272,"intents":[{"intent":"Clarify plan","confidence_score":0.057640057}]},{"text":"If you would like to add a landline, that's a different thing. No.","start_word":1260,"end_word":1272,"intents":[{"intent":"Request landline service","confidence_score":0.037824526}]},{"text":"It's a landline only free. I don't pay anything for landline before. But that's not the offer they provided to you in the first place.","start_word":1285,"end_word":1309,"intents":[{"intent":"Offer landline service","confidence_score":0.0048820623}]},{"text":"I believe they explained to you what was the services that you are signing. I don't know.","start_word":1310,"end_word":1326,"intents":[{"intent":"Clarify communication","confidence_score":0.0008612087}]},{"text":"So, here's, what we can do first. Let's go ahead and process your payment, and then I will, endorse your concern to our tech department so they can check this for you. Yeah.","start_word":1581,"end_word":1613,"intents":[{"intent":"Process payment","confidence_score":0.5139122},{"intent":"Apologize to tech department","confidence_score":0.019487279}]},{"text":"Just go type my details payment details. Are you only Oh, credit yeah. card?","start_word":1616,"end_word":1629,"intents":[{"intent":"Provide payment details","confidence_score":0.03291304}]},{"text":"using your bank account, I'll need your BSB Yes. and account number. Account.","start_word":1834,"end_word":1846,"intents":[{"intent":"Provide information","confidence_score":0.0030183464}]},{"text":"Is it twenty four two twenty four month contract?","start_word":1847,"end_word":1855,"intents":[{"intent":"Confirm contract","confidence_score":0.3026354},{"intent":"Confirm contract","confidence_score":0.26411274},{"intent":"Confirm contract","confidence_score":0.16841054},{"intent":"Confirm account","confidence_score":0.10567575},{"intent":"Confirm account","confidence_score":0.023859795},{"intent":"Confirm fee","confidence_score":0.00084092555}]},{"text":"Are you using a card or a bank account? Yeah. Bank Card. account, but not Bank not direct debit. Okay? Not direct oh, what do you mean? No. So if you don't want to do a direct debit, we can use your card. If it's for today payment, that would be fine. If it's on this today on the Yeah.","start_word":2077,"end_word":2136,"intents":[{"intent":"Use card for payment","confidence_score":0.00694012}]},{"text":"When we are not using Internet when we go overseas, that time you you're still charging Okay. us?","start_word":2204,"end_word":2221,"intents":[{"intent":"Request internet service","confidence_score":0.07269239},{"intent":"Verify usage and time","confidence_score":0.000001282749}]},{"text":"pause of your service?","start_word":2402,"end_word":2405,"intents":[{"intent":"Provide service pause date","confidence_score":0.0004112874}]},{"text":"but please Finish answer our call. finish payment Yeah.","start_word":2533,"end_word":2541,"intents":[{"intent":"End conversation","confidence_score":0.005409924}]},{"text":"And is this checking account or savings account? Okay. So basic.","start_word":2660,"end_word":2670,"intents":[{"intent":"Check account information","confidence_score":0.0007689163}]},{"text":"Thank you so much.","start_word":2913,"end_word":2916,"intents":[{"intent":"Performing tasks","confidence_score":0.000009616037},{"intent":"Seeing","confidence_score":0.0014136673}]}]},"sentiments":{"segments":[{"text":"Hi. Good morning. This is your account. How may I help you today? Good morning. Can you tell me my bill? How much I have to pay? Oh, sure.","start_word":0,"end_word":28,"sentiment":"neutral","sentiment_score":0.17197631299495697},{"text":"I would love to assist you.","start_word":29,"end_word":34,"sentiment":"positive","sentiment_score":0.4367680847644806},{"text":"May I please confirm your full name?","start_word":35,"end_word":41,"sentiment":"neutral","sentiment_score":0.2245132476091385},{"text":"Nice to have you on the line, mister Teiman.","start_word":42,"end_word":50,"sentiment":"positive","sentiment_score":0.4107646346092224},{"text":"And your date of birth, please?","start_word":51,"end_word":56,"sentiment":"neutral","sentiment_score":0.18145400285720825},{"text":"Thank you.","start_word":57,"end_word":58,"sentiment":"positive","sentiment_score":0.35452282428741455},{"text":"And I'm showing here your outstanding is $137.27. This cover the period services from July 9 until the thirty first of this month. July nine thirty fourth Yes. of this month. It means two two megawatt. This is your first bill because we've activated your services with no upfront payment. The reason why it's covered this Toyota bill. However, moving forward by next month, it's only cover the full month of your services, which is the $79.95. And Alright. then Now you have after that, 79 now, and then after that, every one moment. no. No. Right now, your current bill your first bill with your Airtel account is $137.27. Are you sure I that there's nothing wrong with that? no. Because I'm showing on here that your services has been activated July 9. Reason why your bill covered from July 9 until the end of this month. Because usually, our billing process is ever first. However, once the services has been activated, your bill has been commenced, and there is no front payment. Reason why your first bill is pro rata from the date that your service has been activated.","start_word":59,"end_word":249,"sentiment":"neutral","sentiment_score":-0.05961664766073227},{"text":"That one really hard to understand. So I don't want to pay this much. I want to pay you promise me every month 25.","start_word":250,"end_word":273,"sentiment":"negative","sentiment_score":-0.5467339754104614},{"text":"25 Twenty five. months. We agreed price 25 a month. Isn't it? First six months. No. That is for mobile. I know. Okay. For house was $60 something. Isn't it third month? Per I'm six showing months. on here okay. I'm showing on here that your contract is twenty four month contract, and then you got a 15% discount for oh, go ahead. Three months. So from October, November oh, August, August one moment. Okay? I'm trying to check here first. August, September, October, you have 15% discount. Okay. So as How you could much see a from month? your bill from this month, it's a different the reason why it's showing $1.37, but it's pro rata. By by next month, your bill will be, like, around $67.96 because you are getting 15%. This month, you also got a 15%. However, it's kinda high higher because it's more than a month because it's added the day that your service has been commenced. Okay. And also, since This bill under yeah. oh, But also no. No. No. what? Go ahead. No. Go ahead, please. So that means this bill under twenty thirty seven, little higher. That means per month 16 for two month, under 20, under 30.","start_word":274,"end_word":479,"sentiment":"neutral","sentiment_score":-0.06553566138468032},{"text":"That's fine, sir.","start_word":480,"end_word":482,"sentiment":"positive","sentiment_score":0.34701263904571533},{"text":"You can make this bill for two months, and then after a month, send me under bill 60. What do you mean?","start_word":483,"end_word":504,"sentiment":"neutral","sentiment_score":0.05521864071488381},{"text":"I'm not getting what you are trying to say.","start_word":505,"end_word":513,"sentiment":"negative","sentiment_score":-0.3972131013870239},{"text":"Now I You're pay you making your own billing process? Oh, okay. yeah. Let On billing me just process. no. Can We you do cannot on set my the own? it's set on our account here. So, Account. basically yeah. Let me also try to explain to you. If you check your you received the bill. Right? You received the bill? Does You she that we is the bill in the email or what? yeah. We sent you the bill August 1 to your email Yeah. address. Yeah. I You got see it? that one month because I didn't understand very hard. That's why I talked Oh, about okay. months. Yeah. So, basically, if you did see from our from your bill, your amount due date is eleventh of each month. So it's due Monday. Yeah. Today is the no. It's due Tuesday. Today is the '13. And then also, our billing setup here, if the payment was not made on time, the latest is the '11, all unpaid invoices, overdue invoices will be assessed for a late fee. Can't So as I review your invoice, unfortunately, I do see in here that you got a late fee of $10. know why let's But definite see. That's because because your communication, if you have I tried to use your email portal. I couldn't get login on mhmm. ticket. But You have to send me bill then. Don't send me email. Bill, Bill Pepper will lead on it. no worries with that. I can remove this late fee, okay, since I have you on the line. I it just so happened I have to explain it to you. Okay. So let Remove me just all that do fee. the waiver. Remove all Yeah. that One fee, and I pay it down. one moment. Okay? I'll remove it for you. Just bear with me here. It's I'm almost done. Okay? I just wanted to make sure it's processed. Okay. So there we go, mister Teoman. Your late fee has been removed. So your outstanding now is $127.27. The coverage Gotcha. of this amount is from the day that your service has been activated, which was July 9 until the thirty first of this month. And then by next month, for September and September. October, your bill will be $67.96 because you are getting the 15% discount. And then after that, two months three months of period, that's the discount that has been fulfilled, it will go back to the original price of $79.95. And you have an option to process your payment using a Visa, Mastercard, and BPAY. And, also, if you would like to set up a direct debit, I can help you to set up to your account to Yeah. make sure that Yeah. your payment will be processed on time, and you will avoid a late fee every month. Yeah. Yeah. Yeah. I know that. Okay. Just pay this one and cancel Mm-mm. stop my Internet because I'm gonna overseas soon. And I Overseas? just pay this bill, and I finish it with you. No more payment. Okay? You can do that? How long you will leave? Are you coming back? Don't ask me.","start_word":514,"end_word":1048,"sentiment":"neutral","sentiment_score":-0.02595748079714374},{"text":"I I don't want to put Internet again.","start_word":1049,"end_word":1056,"sentiment":"negative","sentiment_score":-0.41176918148994446},{"text":"Come back. I use my mobile only. Oh, mister Tiaman, thank you so much for letting us know. I can go Yes.","start_word":1057,"end_word":1078,"sentiment":"neutral","sentiment_score":0.19052325189113617},{"text":"ahead and definitely do your request.","start_word":1079,"end_word":1084,"sentiment":"positive","sentiment_score":0.407391756772995},{"text":"However, please keep in mind, you signed for twenty four month contract. So if you are canceling your services within the contract period, you will liable to pay the cancellation fee. How much this? No. Cancellation fee is $132, and then you also needs to pay the another one month service. No. Yeah. I understand.","start_word":1085,"end_word":1139,"sentiment":"neutral","sentiment_score":-0.18904037069190632},{"text":"But that is bloody shit. It is it is not fair because you you promise many thing not happen.","start_word":1140,"end_word":1158,"sentiment":"negative","sentiment_score":-0.7542741298675537},{"text":"And then I I got I got phone number doesn't work. Before, my phone number Which was working. which phone Home number numbers. is not working? Home home home telephone home telephone doesn't work. You got a home telephone from us? No. No. Because You you I just had it have before. Internet. I I got a phone number before before I joined you. A And landline? they they Yeah. That line, they they Yeah. stopped something. Why why not working? Oh, that's not connected. The the plan that you got from us is only an Internet service, not your landline. If you would like to add a landline, that's a different thing. No. That is was free before I joined another company. Lendline Internet free. It's a landline only free. I don't pay anything for landline before. But that's not the offer they provided to you in the first place. I believe they explained to you what was the services that you are signing. I don't know. You don't did I I supposed to tell you that one. I think I may I don't know if I forgot or or you forgot. I don't No. know who forgot. No. Because our sales representative talked to you. They explained the services that's being provided with this contract that you agreed on Internet services. That's not included the So so you landline cannot do services. you cannot do a whole landline you cannot do landline free? We can go ahead and do a landline, but it's not included on the package. It's not for free. There is an additional fee for that, and it should set No. up by our tech Okay. tech You department. you request you put request. It is free. They do it. If not free, don't do it. Okay? I will ask them. Okay? No worries with that, mister Thiemann. Good thing that you mentioned because if you mentioned this prior to talking to one of our sales rep, they definitely check this because, yes, we offer a landline services. But as as per our current promo, it's not included for free. So you're telling me you need a landline as well as sites with the Internet services? Oh, what is your landline? Is this a a wired landline or is a wireless? What? Your Why phone why is wireless oh, no. Why why you I have to it's plug in wired? on the telephone line. Yeah. Yeah. It's a it's it's like a normal telephone. Yeah. Also. Okay. So, here's, what we can do first. Let's go ahead and process your payment, and then I will, endorse your concern to our tech department so they can check this for you. Yeah. Okay. Okay. Just go type my details payment details. Are you only Oh, credit yeah. card? What else? You have PayPal? No. Our option is Visa card, Mastercard, and BPAY. We don't have PayPal. BT BPay BT BT then or bPay pay. and bank account. Yes. You can also use bank Yeah. account. Yeah.","start_word":1159,"end_word":1667,"sentiment":"neutral","sentiment_score":-0.06109568593778404},{"text":"That one is difficult on the phone.","start_word":1668,"end_word":1674,"sentiment":"negative","sentiment_score":-0.35267743468284607},{"text":"Better semi link, I do online. Yeah. Let me check. I believe I sent you the as well your details necessary details for you to utilize our payment options. Yeah. But I that that sent link you that link will ask me link to to to log in? I don't like log in. okay. So with what what link? You're asking for a link. If if it's a link, you have to log in. So what do you need? Do I have to log in to to pay? Yes. So if you don't want to log in to pay, I will do it for you. I will be the one who will help you to process your payment. You don't need to log in. Okay. So you need my number, card numbers, or VPA numbers? That that's correct. If you are using a card, I'll be needing your card number, expiration, and CVV. If you are paying Yes. using your bank account, I'll need your BSB Yes. and account number. Account. Yeah. Is it twenty four two twenty four month contract? You sure I done that one before? Yes. Yes. That's your contract, twenty four month, and we do have a copy of your activation order receipt. It's showing Yeah. twenty But four month contract. but that was that's what comes with the free modem. They don't put free modem. I use my same modem still. Free modem? Yeah. You offer a free modem if two if two years. It's not included with the package. Yeah. You you use your own modem. Right? But I'll confirm to our department as well Yeah. because I don't see here on our end because I'm from accounts, but I will also ask our tech in reference with that. Okay? No worries. Yeah. But but I know on the phone when I joined on the phone, you told me three more than because two is contract. Mhmm. Yeah. As far as Yeah. I know, it's not included, but I will confirm to them. Okay? Nothing to worry Yeah. There about are two that. things. I will confirm. A home phone home phone and then that one modem, Yeah. I Yes. I must be must be in this contract. Yeah. Home phone service, your landline, and Yes. modem. Okay? I will ask Yeah. them. Thank you. And then You're now welcome. payment go to payment now. Yeah. Are you using a card or a bank account? Yeah. Bank Card. account, but not Bank not direct debit. Okay? Not direct oh, what do you mean? No. So if you don't want to do a direct debit, we can use your card. If it's for today payment, that would be fine. If it's on this today on the Yeah. you cannot It's do today bank payment only. only this month? Bank payment cannot? No. If we put on the system your bank account, It it will should be be a direct. direct yeah. You you would like this to use for this time. Oh, okay. Can you do it free when we are overseas a month about a month? Can you do it free? Which one? When we are not using Internet when we go overseas, that time you you're still charging Okay. us? Three The reason why I've asked how long you will be overseas? weeks. How long? Three. Three weeks Three about weeks. or four four weeks. Say, only one month. Oh, just say just say one month? Okay. Yes. One month. So one month, you go overseas. You would like to post your Internet for the meantime as long as you're not at home. And then once you come back of home, you would like to to resume. Is that what you are trying to say? Yeah. You In can that do way, that. you I'll check, of course. Nothing to worry. Any request of our customer, we won't decline it immediately. We will go ahead and check what we can do and what the best we can K. do for our customer. So I'm becoming Okay? I'm becoming three request then. I have three request. So all Mhmm. of them must note it. Okay? Yeah. So for me to be able to do what's the best for you here, one month. So when will be the start of this Yeah. pause of your service? I'm I'm going September? 2626 August, going overseas, come back October 21. Oh, I don't. So yeah. '26. Sorry. '26. September go. Come back to 2021 October. September Yeah. Yes. September twenty six. from '26 September to '20 October 1. Okay. October 21. Yes. Okay. Alright. So if this has been approved and can be done, basically, what by next month, what you just need to pay is September '25, and then we will pause it from September 26 to October 21. And then once you came back, just give us a call. Alright? Yeah. Okay. September. But this is also for approval. I'll call you back. Once I call you back, please answer, alright, so we can sort this out. I know you're Yeah. busy, Wait. but please Finish answer our call. finish payment Yeah. I've already take note of all of this. now. So we have three. K? One moment. Alright. Okay. So, yeah, let let's go back to the payment. You you will using your Visa or Mastercard No. Bank bank payment. Bank payment. Okay. Bank payment. Okay. Let's start with your BSB number. 736 Mhmm. 078. Thank you. 736078. Yes. Thank you. And your account number? 690429. Mhmm. Thank you. If I heard you right, 610429. No. No. 690. 90. 9. Oh, okay. 9. Yes. Yeah. 69 Six 9 not 0 six one six nine zero four two nine. okay. Thank you. 960429. Okay. Account name is the same as your Airtel name, Tiyoman Sinkaya? Yeah. Yes. Okay. Thank you. And is this checking account or savings account? Okay. So basic. Saving must be a just basic. So checking or savings? Okay. So you would like just to use this as your payment method today, and you don't want to set up as your direct debit payment? Yeah. I want to pay myself online, not direct. You can send Okay. me link. Link me. Yeah. I've already sent you the link. Just review your email. All the details are there. Okay? But if you would like, I can also resend those details for you. Not a problem. For your future reference. Is that is it you send free is paper bill free? No. Actually, on our end, the paper bill has a fee of $3. Oh, no. Don't worry. Yeah. Just submit it.","start_word":1675,"end_word":2792,"sentiment":"neutral","sentiment_score":0.02551041755363785},{"text":"Thank you, ma'am. Have a good day.","start_word":2793,"end_word":2799,"sentiment":"positive","sentiment_score":0.6229981780052185},{"text":"You just See you. so I'll call you back about these things that we've talked about Yes. just Yes. for confirmation. If you yeah. If I ask for if I don't ask for you, just email me. Yeah. And then also, mister Teoman, please ensure your funds are available to this bank account. In that way, the the payment will go through. Okay? Yeah. Okay.","start_word":2800,"end_word":2864,"sentiment":"neutral","sentiment_score":0.10639648139476776},{"text":"This will Thanks.","start_word":2865,"end_word":2867,"sentiment":"positive","sentiment_score":0.3635441064834595},{"text":"this it should be cleared up within one to two or one to three banking days. Yeah. And then That's about okay. the checking, about the home phone and everything, the POS, I'll call you back. Okay? Alright.","start_word":2868,"end_word":2905,"sentiment":"neutral","sentiment_score":0.16429992490693143},{"text":"Thank you. Alright. Have a good day. Thank you so much.","start_word":2906,"end_word":2916,"sentiment":"positive","sentiment_score":0.711530327796936}],"average":{"sentiment":"neutral","sentiment_score":-0.01012069241463348}}}}