{"metadata":{"transaction_key":"deprecated","request_id":"019e86e1-371d-7b70-80df-f75d4639d74b","sha256":"58909d6e44f79a66a6f51dce2678fa6f97b953f108c12f48332f56c2edbf1964","created":"2026-06-02T05:49:29.599Z","duration":707.39996,"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":1699,"output_tokens":147},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1817,"output_tokens":1821},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1817,"output_tokens":130}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Thank you so much for calling your account. How may I help you today? Yes. This is Melissa. How are you today? Mhmm. Okay. Okay. Thank you so much for giving us a call. I would love to review your account. And you said I'm speaking with Nikki. What is the last name, please? Okay. Perfect. Thank you. Just let me take a look of your account here. It's pretty okay. Alright. So I agree with you. I'm showing on here that we received your order April 24. And during that time, the front payment did not, went through. So we sent you, like, the separate invoice for the amount of $109.95. That's include the plan and then your delivery charge. Right? So, yeah, you're correct as well. You are eligible for a one month free service, and then the upfront payment will also be credited to your first thirty days. So in reference with this, the amount that you the free services was credited from the day that we've activated your services. So I'm showing on here from April let me go back to that page. Sorry. I lost it. One moment. Okay? Activation. Okay. So activation is April 27 to May. That's your first month free. So April 27 to May 27. And then your upfront payment, we would like to make sure that it cover the thirty days. The upfront payment you made cover your May 28 to June 27. Reason why, you do have a little amount yesterday that was sent covering your remaining days for this month, which is June 28 to June 30. Because our be billing period, our billing process is every first of each month of the invoices are being sent out. However, those cover the full month of each month. So, like, June 1 to June 30. However, the invoice you received yesterday, she could see from the last page, fourth page, if I'm not mistaken, it's only showing June 28 to June 30 because that's the remaining days that was not covered from your upfront payment. So but I can assure you the three month service for first thirty days and then the upfront payment already covered your thirty days as well. And then moving forward, your bill by next month also has the 15% discount, so it will automatically be showing from your invoice. You still have you still have remaining July, August, September, October, November, December. You still have remaining discounted period on your bill. Go ahead with your collision. Yeah. Mhmm. Yeah. That's a good question. Actually, this is so weird, but this is how it work when it comes to partner network. Because we are the Internet service provider, but we have a partner network with a Australian networking services. Right? Like, Supa, Linham, NBN. And the thing is, once we've submitted the order, once we activated the service on their end like, for example, today, we we ordered. We activated it. Because we will not configure the router, and then they will not send the router unless the services has been ordered to the network. So once we submitted the order and activated it, they will start billing us. Reason why, the billing started when the service has been ordered and activated from the partnered network. However, I do understand your concern. Right? Because you've been connected to the services even though it's activated the twenty ninth you mentioned because you have waited for the free router. Right? Yes. Let me just open this. Just bear with me here. Okay? One moment. Router. Oh, I see. The first. Okay. Let me see what I can do in reference with this small amount. Could you give me a minute or two? Alright. Thank you, Nikhil. One moment. Okay? Thank you so much for patiently waiting, Nikhil. Alright. So here's what I can do for you. Okay? So as a one time courtesy, I'll just go ahead and provide this for free, this invoice for you since, we just connected to the service a day before end of this month. Right? So, here's what I'm going to do. I'll just go ahead and tag this as paid, and then you will also receive the payment receipt. But this will be for free. Just so happen, I need to tag it as paid since it's already been generated on the system. Okay? So, technically, your next invoice will be on July first. That's cover the full month of July. And then I believe you received our updates about the payment important guidelines. So I would suggest please set up a direct debit. You can use a card, Visa or Master, or you can use also a bank account. In that way, your payment will be processed on a timely basis. Because I'm telling you, we will already set up the automatic late fee. Once the payment was not posted on time in a certain period, the late fee will automatically billed for the next billing period. Just a friendly reminder. But nothing to wrong with this, Kara. Okay? After our conversation, I'll tag it as paid. We'll provide this for free as well for you. You're welcome. You're welcome. It's my pleasure to help you out. And do you have any other concern aside with this bill? Yeah. Yes. Yes. Yeah. Let me go to your recurring invoice. So it will be $76.46 from the standard price of $89.95 and minus the 15% discount, it will go down to $76.46, and it will be clearly indicated from your invoice. Okay? Alright. Yeah. You're welcome. And if there's nothing else, thank you so much for calling, Mikaela, and you do have a great day. Be safe always. Thank you. Thank you. Bye bye. You do the same. 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Thank you so much for calling your account. How may I help you today? Yes. This is Melissa.\n\nHow are you today? Mhmm. Okay. Okay. Thank you so much for giving us a call.\n\nI would love to review your account. And you said I'm speaking with Nikki. What is the last name, please? Okay. Perfect.\n\nThank you. Just let me take a look of your account here. It's pretty okay. Alright. So I agree with you.\n\nI'm showing on here that we received your order April 24. And during that time, the front payment did not, went through. So we sent you, like, the separate invoice for the amount of $109.95. That's include the plan and then your delivery charge. Right?\n\nSo, yeah, you're correct as well. You are eligible for a one month free service, and then the upfront payment will also be credited to your first thirty days. So in reference with this, the amount that you the free services was credited from the day that we've activated your services. So I'm showing on here from April let me go back to that page. Sorry.\n\nI lost it. One moment. Okay? Activation. Okay.\n\nSo activation is April 27 to May. That's your first month free. So April 27 to May 27. And then your upfront payment, we would like to make sure that it cover the thirty days. The upfront payment you made cover your May 28 to June 27.\n\nReason why, you do have a little amount yesterday that was sent covering your remaining days for this month, which is June 28 to June 30. Because our be billing period, our billing process is every first of each month of the invoices are being sent out. However, those cover the full month of each month. So, like, June 1 to June 30. However, the invoice you received yesterday, she could see from the last page, fourth page, if I'm not mistaken, it's only showing June 28 to June 30 because that's the remaining days that was not covered from your upfront payment.\n\nSo but I can assure you the three month service for first thirty days and then the upfront payment already covered your thirty days as well. And then moving forward, your bill by next month also has the 15% discount, so it will automatically be showing from your invoice. You still have you still have remaining July, August, September, October, November, December. You still have remaining discounted period on your bill. Go ahead with your collision.\n\nYeah. Mhmm. Yeah. That's a good question. Actually, this is so weird, but this is how it work when it comes to partner network.\n\nBecause we are the Internet service provider, but we have a partner network with a Australian networking services. Right? Like, Supa, Linham, NBN. And the thing is, once we've submitted the order, once we activated the service on their end like, for example, today, we we ordered. We activated it.\n\nBecause we will not configure the router, and then they will not send the router unless the services has been ordered to the network. So once we submitted the order and activated it, they will start billing us. Reason why, the billing started when the service has been ordered and activated from the partnered network. However, I do understand your concern. Right?\n\nBecause you've been connected to the services even though it's activated the twenty ninth you mentioned because you have waited for the free router. Right? Yes. Let me just open this. Just bear with me here.\n\nOkay? One moment. Router. Oh, I see. The first.\n\nOkay. Let me see what I can do in reference with this small amount. Could you give me a minute or two? Alright. Thank you, Nikhil.\n\nOne moment. Okay? Thank you so much for patiently waiting, Nikhil. Alright. So here's what I can do for you.\n\nOkay? So as a one time courtesy, I'll just go ahead and provide this for free, this invoice for you since, we just connected to the service a day before end of this month. Right? So, here's what I'm going to do. I'll just go ahead and tag this as paid, and then you will also receive the payment receipt.\n\nBut this will be for free. Just so happen, I need to tag it as paid since it's already been generated on the system. Okay? So, technically, your next invoice will be on July first. That's cover the full month of July.\n\nAnd then I believe you received our updates about the payment important guidelines. So I would suggest please set up a direct debit. You can use a card, Visa or Master, or you can use also a bank account. In that way, your payment will be processed on a timely basis. Because I'm telling you, we will already set up the automatic late fee.\n\nOnce the payment was not posted on time in a certain period, the late fee will automatically billed for the next billing period. Just a friendly reminder. But nothing to wrong with this, Kara. Okay? After our conversation, I'll tag it as paid.\n\nWe'll provide this for free as well for you. You're welcome. You're welcome. It's my pleasure to help you out. And do you have any other concern aside with this bill?\n\nYeah. Yes. Yes. Yeah. Let me go to your recurring invoice.\n\nSo it will be $76.46 from the standard price of $89.95 and minus the 15% discount, it will go down to $76.46, and it will be clearly indicated from your invoice. Okay? Alright. Yeah. You're welcome.\n\nAnd if there's nothing else, thank you so much for calling, Mikaela, and you do have a great day. Be safe always. Thank you. Thank you. Bye bye.\n\nYou do the same. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"positive","sentiment_score":0.36979907751083374},{"text":"Thank you so much for calling your account.","start":1.04,"end":3.1399999,"sentiment":"positive","sentiment_score":0.6851570308208466},{"text":"How may I help you today?","start":3.1999998,"end":4.58,"sentiment":"positive","sentiment_score":0.5999725560347239},{"text":"Yes.","start":8.88,"end":9.28,"sentiment":"neutral","sentiment_score":0.17685964703559875},{"text":"This is Melissa.","start":9.28,"end":10.26,"sentiment":"neutral","sentiment_score":0.23988529046376547}],"sentiment":"positive","sentiment_score":0.5446003251954129,"num_words":19,"start":0.71999997,"end":10.26},{"sentences":[{"text":"How are you 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page.","start":147.86,"end":154.26,"sentiment":"neutral","sentiment_score":0.03761221455144031},{"text":"Sorry.","start":154.26,"end":154.58,"sentiment":"neutral","sentiment_score":-0.2831152677536011}],"sentiment":"neutral","sentiment_score":0.15057388329031793,"num_words":66,"start":123.77,"end":154.58},{"sentences":[{"text":"I lost it.","start":154.58,"end":155.415,"sentiment":"negative","sentiment_score":-0.35827647646268207},{"text":"One 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like to make sure that it cover the thirty days.","start":179.89,"end":185.905,"sentiment":"neutral","sentiment_score":0.11137568775345297},{"text":"The upfront payment you made cover your May 28 to June 27.","start":185.905,"end":192.485,"sentiment":"neutral","sentiment_score":0.08777941608180602}],"sentiment":"neutral","sentiment_score":0.10971303086014504,"num_words":47,"start":167.33499,"end":192.485},{"sentences":[{"text":"Reason why, you do have a little amount yesterday that was sent covering your remaining days for this month, which is June 28 to June 30.","start":192.785,"end":206.51,"sentiment":"neutral","sentiment_score":0.09076540730893612},{"text":"Because our be billing period, our billing process is every first of each month of the invoices are being sent out.","start":208.49,"end":217.195,"sentiment":"neutral","sentiment_score":-0.0011604485057649157},{"text":"However, those cover the full month of each month.","start":217.255,"end":222.375,"sentiment":"neutral","sentiment_score":0.013627010501093335},{"text":"So, like, June 1 to June 30.","start":222.375,"end":225.035,"sentiment":"neutral","sentiment_score":0.014678452430026872},{"text":"However, the invoice you received yesterday, she could see from the last page, fourth page, if I'm not mistaken, it's only showing June 28 to June 30 because that's the remaining days that was not covered from your upfront payment.","start":225.335,"end":240.55501,"sentiment":"neutral","sentiment_score":-0.05197238591499627}],"sentiment":"neutral","sentiment_score":0.004679883459528673,"num_words":103,"start":192.785,"end":240.55501},{"sentences":[{"text":"So but I can assure you the three month service for first thirty days and then the upfront payment already covered your thirty days as well.","start":240.615,"end":250.235,"sentiment":"positive","sentiment_score":0.45867084941038716},{"text":"And then moving forward, your bill by next month also has the 15% discount, so it will automatically be showing from your invoice.","start":250.29501,"end":262.69998,"sentiment":"positive","sentiment_score":0.3690496916356294},{"text":"You still have you still have remaining July, August, September, October, November, December.","start":265.24,"end":275.585,"sentiment":"neutral","sentiment_score":0.10942354339819688},{"text":"You still have remaining discounted period on your bill.","start":275.725,"end":280.445,"sentiment":"neutral","sentiment_score":0.1933322697877884},{"text":"Go ahead with your collision.","start":280.445,"end":283.78,"sentiment":"neutral","sentiment_score":0.2273985981941223}],"sentiment":"neutral","sentiment_score":0.3251720325727212,"num_words":76,"start":240.615,"end":283.78},{"sentences":[{"text":"Yeah.","start":309.645,"end":310.05,"sentiment":"neutral","sentiment_score":-0.10872751474380492},{"text":"Mhmm.","start":319.88998,"end":320.38998,"sentiment":"neutral","sentiment_score":-0.14917859435081482},{"text":"Yeah.","start":320.53,"end":321.03,"sentiment":"neutral","sentiment_score":-0.13524214923381803},{"text":"That's a good question.","start":321.97,"end":323.19,"sentiment":"neutral","sentiment_score":0.09976224228739738},{"text":"Actually, this is so weird, but this is how it work when it comes to partner network.","start":326.055,"end":333.75497,"sentiment":"neutral","sentiment_score":-0.08088273598867304}],"sentiment":"neutral","sentiment_score":-0.05704607504109541,"num_words":24,"start":309.645,"end":333.75497},{"sentences":[{"text":"Because we are the Internet service provider, but we have a partner network with a Australian networking services.","start":333.815,"end":341.88,"sentiment":"neutral","sentiment_score":-0.01365590581877364},{"text":"Right?","start":342.02,"end":342.34,"sentiment":"neutral","sentiment_score":0.007859873585402966},{"text":"Like, Supa, Linham, NBN.","start":342.34,"end":344.68,"sentiment":"neutral","sentiment_score":0.00910485367057845},{"text":"And the thing is, once we've submitted the order, once we activated the service on their end like, for example, today, we we ordered.","start":345.46,"end":357.765,"sentiment":"neutral","sentiment_score":-0.014360158937051892},{"text":"We activated it.","start":358.065,"end":359.505,"sentiment":"neutral","sentiment_score":0.0027664744605620704}],"sentiment":"neutral","sentiment_score":-0.01075742815155536,"num_words":50,"start":333.815,"end":359.505},{"sentences":[{"text":"Because we will not configure the router, and then they will not send the router unless the services has been ordered to the network.","start":359.505,"end":367.52502,"sentiment":"neutral","sentiment_score":-0.15293656258533397},{"text":"So once we submitted the order and activated it, they will start billing us.","start":367.97998,"end":373.19998,"sentiment":"neutral","sentiment_score":-0.10730147681065969},{"text":"Reason why, the billing started when the service has been ordered and activated from the partnered network.","start":373.25998,"end":383.20502,"sentiment":"neutral","sentiment_score":-0.06099306868717951},{"text":"However, I do understand your concern.","start":383.42502,"end":387.125,"sentiment":"neutral","sentiment_score":-0.19882655392090479},{"text":"Right?","start":387.185,"end":387.685,"sentiment":"neutral","sentiment_score":-0.122874915599823}],"sentiment":"neutral","sentiment_score":-0.12137765458394442,"num_words":62,"start":359.505,"end":387.685},{"sentences":[{"text":"Because you've been connected to the services even though it's activated the twenty ninth you mentioned because you have waited for the free router.","start":387.825,"end":399.18,"sentiment":"neutral","sentiment_score":-0.12034496013075113},{"text":"Right?","start":399.24,"end":399.74,"sentiment":"neutral","sentiment_score":-0.024744845926761627},{"text":"Yes.","start":399.96,"end":400.46,"sentiment":"neutral","sentiment_score":0.00126664899289608},{"text":"Let me just open this.","start":401.0,"end":402.36,"sentiment":"neutral","sentiment_score":-0.01030350811779499},{"text":"Just bear with me here.","start":402.36,"end":403.4,"sentiment":"neutral","sentiment_score":-0.008784355223178863}],"sentiment":"neutral","sentiment_score":-0.08353323768824339,"num_words":36,"start":387.825,"end":403.4},{"sentences":[{"text":"Okay?","start":403.4,"end":403.9,"sentiment":"neutral","sentiment_score":0.008670790120959282},{"text":"One moment.","start":404.12,"end":404.86,"sentiment":"neutral","sentiment_score":0.016203418374061584},{"text":"Router.","start":408.68,"end":409.18,"sentiment":"neutral","sentiment_score":0.007781705819070339},{"text":"Oh, I see.","start":416.565,"end":417.70502,"sentiment":"neutral","sentiment_score":0.0022353334352374077},{"text":"The first.","start":419.285,"end":420.105,"sentiment":"neutral","sentiment_score":0.00014920765534043312}],"sentiment":"neutral","sentiment_score":0.006207083144949542,"num_words":9,"start":403.4,"end":420.105},{"sentences":[{"text":"Okay.","start":421.285,"end":421.785,"sentiment":"neutral","sentiment_score":0.01677420362830162},{"text":"Let me see what I can do in reference with this small amount.","start":422.45,"end":425.01,"sentiment":"neutral","sentiment_score":0.035011121000234895},{"text":"Could you give me a minute or two?","start":425.01,"end":426.79,"sentiment":"neutral","sentiment_score":0.021798452362418175},{"text":"Alright.","start":428.13,"end":428.63,"sentiment":"neutral","sentiment_score":0.17511746287345886},{"text":"Thank you, Nikhil.","start":428.69,"end":429.57,"sentiment":"positive","sentiment_score":0.38028820355733234}],"sentiment":"neutral","sentiment_score":0.07547263342600602,"num_words":26,"start":421.285,"end":429.57},{"sentences":[{"text":"One moment.","start":429.57,"end":430.13,"sentiment":"neutral","sentiment_score":0.18913808465003967},{"text":"Okay?","start":430.13,"end":430.63,"sentiment":"neutral","sentiment_score":0.1011492908000946},{"text":"Thank you so much for patiently waiting, Nikhil.","start":551.375,"end":554.035,"sentiment":"positive","sentiment_score":0.4514476992189884},{"text":"Alright.","start":554.89496,"end":555.375,"sentiment":"positive","sentiment_score":0.3428668975830078},{"text":"So here's what I can do for you.","start":555.375,"end":557.615,"sentiment":"positive","sentiment_score":0.3958814740180969}],"sentiment":"positive","sentiment_score":0.38004628717899325,"num_words":20,"start":429.57,"end":557.615},{"sentences":[{"text":"Okay?","start":557.615,"end":558.115,"sentiment":"neutral","sentiment_score":0.20169642567634585},{"text":"So as a one time courtesy, I'll just go ahead and provide this for free, this invoice for you since, we just connected to the service a day before end of this month.","start":558.33496,"end":570.91003,"sentiment":"neutral","sentiment_score":0.23639430873321765},{"text":"Right?","start":570.91003,"end":571.41003,"sentiment":"neutral","sentiment_score":0.17142735421657562},{"text":"So, here's what I'm going to do.","start":571.79,"end":574.05,"sentiment":"neutral","sentiment_score":0.24141142198017665},{"text":"I'll just go ahead and tag this as paid, and then you will also receive the payment receipt.","start":574.11,"end":580.33496,"sentiment":"neutral","sentiment_score":0.21381153166294098}],"sentiment":"neutral","sentiment_score":0.2285437248647213,"num_words":60,"start":557.615,"end":580.33496},{"sentences":[{"text":"But this will be for free.","start":580.475,"end":582.15497,"sentiment":"neutral","sentiment_score":0.1714534709850947},{"text":"Just so happen, I need to tag it as paid since it's already been generated on the system.","start":582.15497,"end":587.615,"sentiment":"neutral","sentiment_score":0.10300343359510104},{"text":"Okay?","start":587.83496,"end":588.33496,"sentiment":"neutral","sentiment_score":0.02650341205298901},{"text":"So, technically, your next invoice will be on July first.","start":588.555,"end":593.31,"sentiment":"neutral","sentiment_score":0.026724403165280818},{"text":"That's cover the full month of July.","start":593.31,"end":595.57,"sentiment":"neutral","sentiment_score":0.07407812188778605}],"sentiment":"neutral","sentiment_score":0.08797802208434968,"num_words":42,"start":580.475,"end":595.57},{"sentences":[{"text":"And then I believe you received our updates about the payment important guidelines.","start":596.02997,"end":601.57,"sentiment":"neutral","sentiment_score":0.04111273027956486},{"text":"So I would suggest please set up a direct debit.","start":601.70996,"end":605.70996,"sentiment":"neutral","sentiment_score":0.047918749041855335},{"text":"You can use a card, Visa or Master, or you can use also a bank account.","start":605.70996,"end":611.76495,"sentiment":"neutral","sentiment_score":0.06668307143263519},{"text":"In that way, your payment will be processed on a timely basis.","start":612.065,"end":616.88495,"sentiment":"neutral","sentiment_score":0.12509851468106112},{"text":"Because I'm telling you, we will already set up the automatic late fee.","start":617.345,"end":621.75,"sentiment":"neutral","sentiment_score":0.026498423602718573}],"sentiment":"neutral","sentiment_score":0.06134755953098647,"num_words":64,"start":596.02997,"end":621.75},{"sentences":[{"text":"Once the payment was not posted on time in a certain period, the late fee will automatically billed for the next billing period.","start":621.99,"end":629.83,"sentiment":"neutral","sentiment_score":0.03259383077206819},{"text":"Just a friendly reminder.","start":629.83,"end":631.11,"sentiment":"neutral","sentiment_score":0.2031734213232994},{"text":"But nothing to wrong with this, Kara.","start":631.11,"end":632.87,"sentiment":"neutral","sentiment_score":0.08671890891024045},{"text":"Okay?","start":632.87,"end":633.37,"sentiment":"neutral","sentiment_score":0.06924216449260712},{"text":"After our conversation, I'll tag it as paid.","start":633.51,"end":637.03503,"sentiment":"neutral","sentiment_score":0.08360641961917281}],"sentiment":"neutral","sentiment_score":0.06761575992717299,"num_words":43,"start":621.99,"end":637.03503},{"sentences":[{"text":"We'll provide this for free as well for you.","start":637.575,"end":640.315,"sentiment":"neutral","sentiment_score":0.19197113480832842},{"text":"You're welcome.","start":642.29504,"end":643.11505,"sentiment":"positive","sentiment_score":0.4317322224378586},{"text":"You're welcome.","start":643.655,"end":644.29504,"sentiment":"positive","sentiment_score":0.4942471385002136},{"text":"It's my pleasure to help you out.","start":644.29504,"end":645.97504,"sentiment":"positive","sentiment_score":0.7134196502821786},{"text":"And do you have any other concern aside with this bill?","start":645.97504,"end":649.435,"sentiment":"neutral","sentiment_score":0.07060730660503561}],"sentiment":"neutral","sentiment_score":0.30162312450908846,"num_words":31,"start":637.575,"end":649.435},{"sentences":[{"text":"Yeah.","start":658.89,"end":659.37006,"sentiment":"neutral","sentiment_score":0.015891775488853455},{"text":"Yes.","start":659.37006,"end":659.85004,"sentiment":"neutral","sentiment_score":0.02090459130704403},{"text":"Yes.","start":659.85004,"end":660.35004,"sentiment":"neutral","sentiment_score":0.011529911309480669},{"text":"Yeah.","start":665.385,"end":665.885,"sentiment":"neutral","sentiment_score":0.0011129127815365791},{"text":"Let me go to your recurring invoice.","start":666.185,"end":668.345,"sentiment":"neutral","sentiment_score":0.008890210916953427}],"sentiment":"neutral","sentiment_score":0.01015187884596261,"num_words":11,"start":658.89,"end":668.345},{"sentences":[{"text":"So it will be $76.46 from the standard price of $89.95 and minus the 15% discount, it will go down to $76.46, and it will be clearly indicated from your invoice.","start":668.345,"end":689.21,"sentiment":"neutral","sentiment_score":0.013111163186089646},{"text":"Okay?","start":689.43,"end":689.93,"sentiment":"neutral","sentiment_score":0.03032868169248104},{"text":"Alright.","start":691.67004,"end":692.17004,"sentiment":"neutral","sentiment_score":0.233979269862175},{"text":"Yeah.","start":692.57495,"end":693.055,"sentiment":"neutral","sentiment_score":0.2046131193637848},{"text":"You're welcome.","start":693.055,"end":693.875,"sentiment":"positive","sentiment_score":0.33595049381256104}],"sentiment":"neutral","sentiment_score":0.04297966992534283,"num_words":36,"start":668.345,"end":693.875},{"sentences":[{"text":"And if there's nothing else, thank you so much for calling, Mikaela, and you do have a great day.","start":694.095,"end":698.33496,"sentiment":"positive","sentiment_score":0.4277242782868837},{"text":"Be safe always.","start":698.33496,"end":699.39496,"sentiment":"positive","sentiment_score":0.4355095426241557},{"text":"Thank you.","start":701.375,"end":702.27496,"sentiment":"positive","sentiment_score":0.5116541534662247},{"text":"Thank you.","start":702.735,"end":703.45496,"sentiment":"positive","sentiment_score":0.530777782201767},{"text":"Bye bye.","start":703.45496,"end":704.195,"sentiment":"positive","sentiment_score":0.6294464766979218}],"sentiment":"positive","sentiment_score":0.4563230978591101,"num_words":28,"start":694.095,"end":704.195},{"sentences":[{"text":"You do the same.","start":704.415,"end":705.21497,"sentiment":"positive","sentiment_score":0.664428323507309},{"text":"Bye.","start":705.21497,"end":705.71497,"sentiment":"neutral","sentiment_score":0.20713917911052704}],"sentiment":"positive","sentiment_score":0.5729704946279526,"num_words":5,"start":704.415,"end":705.71497}]}}]},{"alternatives":[{"transcript":"Hi. Can I speak to is it Melissa? I'm good. Hi, Melissa. My name is Nikhil Nikhil Krishna, and I have a Airtel Internet connection with you guys. I had connect taken the connection in the month of April. And so I had paid upfront of an amount of 109.95. And when I took this connection, there was a one month the first month was supposed to be free, and the next month onwards was the the the fees I mean, the amount I paid for, that was supposed to be for the second month. Could you please check? I just got a bill of $11.99, and I was just wondering why I I thought I already paid and there's something that is generated again. Can I give you my account number? 1061. Nikhil Krishna. Mhmm. Mhmm. That's right. Mhmm. Oh. Oh. Mhmm. Okay. But, yeah. No problem. Yeah. So the I my you said the plan was activated on twenty seventh. Actually, I never got the router from Australian Post. I got the router on twenty ninth, and I think Dom's helped me in setting up the Internet only on twenty ninth. So I don't know why it was the connection was started on twenty seventh. I never got the router. Then I if I don't have a router, I don't have Internet. I don't understand why it it got started before even I get the router. I have no idea. Mhmm. Okay. Yeah. Yeah. Sure. Sure. Take your time. Yeah. Yeah. Sure. No problem. Thank you. Yeah. Yeah. Okay. Yeah. Yep. Yep. Okay. Yeah. Sure. Yeah. Automatically. Yeah. Mhmm. Okay. I understand. Yeah. Yeah. Yeah. Yeah. Thank you so much, Marissa. That was very helpful. Nothing else. Thank you so much. I just had one question. For the next month, you said the 15 there is a 15% that will automatically apply. How much would that would that be after the discount applied for next month? How much would it be? Got it. Yeah. Mhmm. Yep. Thank you so much. I got it. Yeah. You too. Have a wonderful day. Thank you, and you take care. Thank you, Melissa. Thank you. Bye. 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Can I speak to is it Melissa? I'm good. Hi, Melissa. My name is Nikhil Nikhil Krishna, and I have a Airtel Internet connection with you guys.\n\nI had connect taken the connection in the month of April. And so I had paid upfront of an amount of 109.95. And when I took this connection, there was a one month the first month was supposed to be free, and the next month onwards was the the the fees I mean, the amount I paid for, that was supposed to be for the second month. Could you please check? I just got a bill of $11.99, and I was just wondering why I I thought I already paid and there's something that is generated again.\n\nCan I give you my account number? 1061. Nikhil Krishna. Mhmm. Mhmm.\n\nThat's right. Mhmm. Oh. Oh. Mhmm.\n\nOkay. But, yeah. No problem. Yeah. So the I my you said the plan was activated on twenty seventh.\n\nActually, I never got the router from Australian Post. I got the router on twenty ninth, and I think Dom's helped me in setting up the Internet only on twenty ninth. So I don't know why it was the connection was started on twenty seventh. I never got the router. Then I if I don't have a router, I don't have Internet.\n\nI don't understand why it it got started before even I get the router. I have no idea. Mhmm. Okay. Yeah.\n\nYeah. Sure. Sure. Take your time. Yeah.\n\nYeah. Sure. No problem. Thank you. Yeah.\n\nYeah. Okay. Yeah. Yep. Yep.\n\nOkay. Yeah. Sure. Yeah. Automatically.\n\nYeah. Mhmm. Okay. I understand. Yeah.\n\nYeah. Yeah. Yeah. Thank you so much, Marissa. That was very helpful.\n\nNothing else. Thank you so much. I just had one question. For the next month, you said the 15 there is a 15% that will automatically apply. How much would that would that be after the discount applied for next month?\n\nHow much would it be? Got it. Yeah. Mhmm. Yep.\n\nThank you so much. I got it. Yeah. You too. Have a wonderful day.\n\nThank you, and you take care. Thank you, Melissa. Thank you. Bye. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":5.7599998,"end":6.0,"sentiment":"neutral","sentiment_score":0.09056144952774048},{"text":"Can I speak to is it Melissa?","start":6.0,"end":7.7,"sentiment":"neutral","sentiment_score":0.06459187822682518},{"text":"I'm good.","start":11.92,"end":12.66,"sentiment":"positive","sentiment_score":0.4876158684492111},{"text":"Hi, Melissa.","start":13.28,"end":13.92,"sentiment":"neutral","sentiment_score":0.11162370443344116},{"text":"My name is Nikhil Nikhil Krishna, and I have a Airtel Internet connection with you guys.","start":13.92,"end":21.185,"sentiment":"neutral","sentiment_score":0.03461966512259096}],"sentiment":"neutral","sentiment_score":0.08196779945865273,"num_words":28,"start":5.7599998,"end":21.185},{"sentences":[{"text":"I had connect taken the connection in the month of April.","start":22.205,"end":26.545,"sentiment":"neutral","sentiment_score":-0.00019939565523104235},{"text":"And so I had paid upfront of an amount of 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seventh.","start":304.755,"end":308.61502,"sentiment":"neutral","sentiment_score":-0.2655559022511755},{"text":"I never got the router.","start":308.99,"end":310.43,"sentiment":"neutral","sentiment_score":-0.1650749146938324},{"text":"Then I if I don't have a router, I don't have Internet.","start":310.43,"end":313.25,"sentiment":"neutral","sentiment_score":-0.28083011507987976}],"sentiment":"neutral","sentiment_score":-0.1385344015734811,"num_words":62,"start":291.75,"end":313.25},{"sentences":[{"text":"I don't understand why it it got started before even I get the router.","start":313.79,"end":319.57,"sentiment":"negative","sentiment_score":-0.40662689826318194},{"text":"I have no idea.","start":319.79,"end":320.985,"sentiment":"neutral","sentiment_score":-0.18029193207621574},{"text":"Mhmm.","start":343.09998,"end":343.59998,"sentiment":"neutral","sentiment_score":0.006710949819535017},{"text":"Okay.","start":373.87,"end":374.37,"sentiment":"neutral","sentiment_score":-0.05532507598400116},{"text":"Yeah.","start":395.91,"end":396.41,"sentiment":"neutral","sentiment_score":-0.08160403370857239}],"sentiment":"neutral","sentiment_score":-0.31162678399344995,"num_words":21,"start":313.79,"end":396.41},{"sentences":[{"text":"Yeah.","start":398.47,"end":398.97,"sentiment":"neutral","sentiment_score":-0.05386501923203468},{"text":"Sure.","start":404.23,"end":404.73,"sentiment":"neutral","sentiment_score":0.02966285869479179},{"text":"Sure.","start":427.17,"end":427.49,"sentiment":"neutral","sentiment_score":0.1219782903790474},{"text":"Take your time.","start":427.49,"end":428.13,"sentiment":"neutral","sentiment_score":0.11670934657255809},{"text":"Yeah.","start":428.13,"end":428.63,"sentiment":"neutral","sentiment_score":0.18923914432525635}],"sentiment":"neutral","sentiment_score":0.09102047341210502,"num_words":7,"start":398.47,"end":428.63},{"sentences":[{"text":"Yeah.","start":430.13,"end":430.63,"sentiment":"neutral","sentiment_score":0.1229778379201889},{"text":"Sure.","start":430.85,"end":431.265,"sentiment":"neutral","sentiment_score":0.1982112228870392},{"text":"No problem.","start":554.54504,"end":555.265,"sentiment":"neutral","sentiment_score":0.2905919998884201},{"text":"Thank you.","start":555.265,"end":555.9,"sentiment":"positive","sentiment_score":0.4349953681230545},{"text":"Yeah.","start":558.86005,"end":559.36005,"sentiment":"neutral","sentiment_score":0.12399820238351822}],"sentiment":"neutral","sentiment_score":0.2709088570305279,"num_words":7,"start":430.13,"end":559.36005},{"sentences":[{"text":"Yeah.","start":580.855,"end":581.355,"sentiment":"neutral","sentiment_score":0.1312670111656189},{"text":"Okay.","start":581.495,"end":581.995,"sentiment":"neutral","sentiment_score":0.17278945446014404},{"text":"Yeah.","start":587.09,"end":587.59,"sentiment":"neutral","sentiment_score":0.04926098138093949},{"text":"Yep.","start":591.65,"end":592.15,"sentiment":"neutral","sentiment_score":0.022562511265277863},{"text":"Yep.","start":592.45,"end":592.95,"sentiment":"neutral","sentiment_score":0.03682320564985275}],"sentiment":"neutral","sentiment_score":0.0825406327843666,"num_words":5,"start":580.855,"end":592.95},{"sentences":[{"text":"Okay.","start":596.37,"end":596.87,"sentiment":"neutral","sentiment_score":0.041784822940826416},{"text":"Yeah.","start":602.465,"end":602.965,"sentiment":"neutral","sentiment_score":0.05199718475341797},{"text":"Sure.","start":608.22504,"end":608.72504,"sentiment":"neutral","sentiment_score":0.07065793871879578},{"text":"Yeah.","start":612.67004,"end":613.17004,"sentiment":"neutral","sentiment_score":0.1412828266620636},{"text":"Automatically.","start":615.87,"end":616.37,"sentiment":"neutral","sentiment_score":0.0930258333683014}],"sentiment":"neutral","sentiment_score":0.07974972128868103,"num_words":5,"start":596.37,"end":616.37},{"sentences":[{"text":"Yeah.","start":617.71,"end":618.21,"sentiment":"neutral","sentiment_score":0.03189314901828766},{"text":"Mhmm.","start":626.19,"end":626.69,"sentiment":"neutral","sentiment_score":0.029111146926879883},{"text":"Okay.","start":629.165,"end":629.665,"sentiment":"neutral","sentiment_score":0.03630249202251434},{"text":"I understand.","start":630.285,"end":631.105,"sentiment":"neutral","sentiment_score":0.2266288921236992},{"text":"Yeah.","start":632.205,"end":632.705,"sentiment":"neutral","sentiment_score":0.12041571736335754}],"sentiment":"neutral","sentiment_score":0.11183004826307297,"num_words":6,"start":617.71,"end":632.705},{"sentences":[{"text":"Yeah.","start":633.565,"end":634.065,"sentiment":"neutral","sentiment_score":0.05723617598414421},{"text":"Yeah.","start":634.125,"end":634.625,"sentiment":"neutral","sentiment_score":0.07076821476221085},{"text":"Yeah.","start":640.6,"end":640.92,"sentiment":"neutral","sentiment_score":0.15096601843833923},{"text":"Thank you so much, Marissa.","start":640.92,"end":642.12,"sentiment":"positive","sentiment_score":0.3490240156650543},{"text":"That was very helpful.","start":642.12,"end":643.26,"sentiment":"positive","sentiment_score":0.3383154720067978}],"sentiment":"neutral","sentiment_score":0.2814460312947631,"num_words":12,"start":633.565,"end":643.26},{"sentences":[{"text":"Nothing else.","start":650.6,"end":651.24,"sentiment":"neutral","sentiment_score":0.03303795959800482},{"text":"Thank you so much.","start":651.24,"end":652.2,"sentiment":"neutral","sentiment_score":0.186033196747303},{"text":"I just had one question.","start":652.2,"end":653.39996,"sentiment":"neutral","sentiment_score":0.010633390583097934},{"text":"For the next month, you said the 15 there is a 15% that will automatically apply.","start":653.39996,"end":658.855,"sentiment":"neutral","sentiment_score":-0.00440627645002678},{"text":"How much would that would that be after the discount applied for next month?","start":659.635,"end":664.375,"sentiment":"neutral","sentiment_score":0.008193777408450842}],"sentiment":"neutral","sentiment_score":0.022136295600453527,"num_words":41,"start":650.6,"end":664.375},{"sentences":[{"text":"How much would it be?","start":664.595,"end":665.89496,"sentiment":"neutral","sentiment_score":-0.0020650530233979223},{"text":"Got it.","start":673.21,"end":674.03,"sentiment":"neutral","sentiment_score":0.007859348319470882},{"text":"Yeah.","start":677.05005,"end":677.55005,"sentiment":"neutral","sentiment_score":0.00998139102011919},{"text":"Mhmm.","start":680.145,"end":680.645,"sentiment":"neutral","sentiment_score":-0.007485443260520697},{"text":"Yep.","start":690.305,"end":690.805,"sentiment":"neutral","sentiment_score":0.07814265042543411}],"sentiment":"neutral","sentiment_score":0.008603202970698475,"num_words":10,"start":664.595,"end":690.805},{"sentences":[{"text":"Thank you so much.","start":690.865,"end":691.825,"sentiment":"neutral","sentiment_score":0.3071613535284996},{"text":"I got it.","start":691.825,"end":692.72504,"sentiment":"neutral","sentiment_score":0.22622858981291452},{"text":"Yeah.","start":697.71,"end":698.21,"sentiment":"positive","sentiment_score":0.3454713225364685},{"text":"You too.","start":700.11005,"end":700.85004,"sentiment":"neutral","sentiment_score":0.29569150507450104},{"text":"Have a wonderful day.","start":701.07,"end":702.11005,"sentiment":"positive","sentiment_score":0.4500078409910202}],"sentiment":"neutral","sentiment_score":0.33172977715730667,"num_words":14,"start":690.865,"end":702.11005},{"sentences":[{"text":"Thank you, and you take care.","start":702.11005,"end":703.39,"sentiment":"positive","sentiment_score":0.4715025375286738},{"text":"Thank you, Melissa.","start":703.39,"end":704.29004,"sentiment":"positive","sentiment_score":0.5990492105484009},{"text":"Thank you.","start":704.59,"end":705.15,"sentiment":"positive","sentiment_score":0.6628421247005463},{"text":"Bye.","start":705.15,"end":705.65,"sentiment":"neutral","sentiment_score":0.3304212689399719},{"text":"Bye.","start":706.11005,"end":706.61005,"sentiment":"neutral","sentiment_score":-0.09531066566705704}],"sentiment":"positive","sentiment_score":0.47591982380701947,"num_words":13,"start":702.11005,"end":706.61005}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi. Can I speak to is it Melissa?\n\nChannel 0: Yes. This is Melissa. How are you today?\n\nChannel 1: I'm good. Hi, Melissa. My name is Nikhil Nikhil Krishna, and\n\nChannel 0: Mhmm.\n\nChannel 1: I have a Airtel Internet connection with you guys. I had connect taken the connection in the month of April. And so I had paid upfront of an amount of 109.95. And when I took this connection, there was a one month the first month was supposed to be free, and the next month onwards was the the the fees I mean, the amount I paid for, that was supposed to be for the second month. Could you please check?\n\nI just got a bill of $11.99, and I was just wondering why I I thought I already paid and there's something that is generated again.\n\nChannel 0: Okay.\n\nChannel 1: Can I give you my account number? 1061.\n\nChannel 0: Okay. Thank you so much for giving us a call. I would love to review your account. And you said I'm speaking with Nikki. What is the last name, please?\n\nChannel 1: Nikhil Krishna.\n\nChannel 0: Okay. Perfect. Thank you. Just let me take a look of your account here.\n\nChannel 1: Mhmm.\n\nChannel 0: It's pretty okay. Alright. So I agree with you. I'm showing on here that we received your order April 24. And during that time, the front payment did not, went through.\n\nSo we sent you, like, the separate invoice for the amount of $109.95.\n\nChannel 1: Mhmm.\n\nChannel 0: That's include the plan and then your delivery charge. Right?\n\nChannel 1: That's\n\nChannel 0: So, yeah,\n\nChannel 1: right.\n\nChannel 0: you're correct as well. You are eligible for a one month free service, and then the upfront payment will also be credited to your first thirty days. So in reference with this, the amount that you the free services was credited from the day that we've activated your services. So I'm showing on here from April let me go back to that page. Sorry.\n\nI lost it. One moment. Okay?\n\nChannel 1: Mhmm.\n\nChannel 0: Activation. Okay. So activation is April 27 to May. That's your first\n\nChannel 1: Oh.\n\nChannel 0: month free. So April 27 to May 27. And then your upfront payment, we would like to make sure that it cover the thirty days. The upfront payment you made cover your May 28 to June 27. Reason why, you do have a little amount yesterday that was sent covering your remaining days for this month, which is June 28 to June 30.\n\nBecause our\n\nChannel 1: Oh.\n\nChannel 0: be billing period, our\n\nChannel 1: Mhmm.\n\nChannel 0: billing process is every first of each month of the invoices are being sent out. However, those cover the full month of each month. So, like, June 1 to June 30. However, the invoice you received yesterday, she could see from the last page, fourth page, if I'm not mistaken, it's only showing June 28 to June 30 because that's the remaining days that was not covered from your upfront payment. So but I can assure you the three month service for first thirty days and then the upfront payment already covered your thirty days as well.\n\nAnd then moving forward, your bill by next month also has the 15% discount, so it will automatically be showing from your invoice.\n\nChannel 1: Okay. But,\n\nChannel 0: You still have you still\n\nChannel 1: yeah.\n\nChannel 0: have remaining July, August, September, October, November, December. You still have remaining discounted period on your bill. Go ahead with your collision.\n\nChannel 1: No problem. Yeah. So the I my you said the plan was activated on twenty seventh. Actually, I never got the router from Australian Post. I got the router on twenty ninth, and I think Dom's helped me in setting up the Internet only on twenty ninth.\n\nSo I don't know why it was the connection was started on twenty seventh. I never got\n\nChannel 0: Yeah.\n\nChannel 1: the router. Then I if I don't have a router, I don't have Internet. I don't understand why it it got started before even I get the router. I\n\nChannel 0: Mhmm.\n\nChannel 1: have no\n\nChannel 0: Yeah.\n\nChannel 1: idea.\n\nChannel 0: That's a good question. Actually, this is so weird, but this is how it work when it comes to partner network. Because we are the Internet service provider, but we have a partner network with a Australian networking services. Right? Like, Supa,\n\nChannel 1: Mhmm.\n\nChannel 0: Linham, NBN. And the thing is, once we've submitted the order, once we activated the service on their end like, for example, today, we we ordered. We activated it. Because we will not configure the router, and then they will not send the router unless the services has been ordered to the network. So once we submitted the order and activated it, they will start billing us.\n\nReason why,\n\nChannel 1: Okay.\n\nChannel 0: the billing started when the service has been ordered and activated from the partnered network. However, I do understand your concern. Right? Because you've been connected to the services even though it's activated the twenty ninth you mentioned because you\n\nChannel 1: Yeah.\n\nChannel 0: have waited for the free\n\nChannel 1: Yeah.\n\nChannel 0: router. Right? Yes. Let me just open this. Just bear with me here.\n\nOkay? One\n\nChannel 1: Sure.\n\nChannel 0: moment. Router. Oh, I see. The first. Okay.\n\nLet me see what I can do in reference with this small amount. Could you give me a minute or two?\n\nChannel 1: Sure. Take your time. Yeah.\n\nChannel 0: Alright. Thank you, Nikhil. One moment.\n\nChannel 1: Yeah.\n\nChannel 0: Okay?\n\nChannel 1: Sure.\n\nChannel 0: Thank you so much for patiently waiting, Nikhil.\n\nChannel 1: No problem.\n\nChannel 0: Alright.\n\nChannel 1: Thank\n\nChannel 0: So\n\nChannel 1: you.\n\nChannel 0: here's what I can do for you. Okay? So as a\n\nChannel 1: Yeah.\n\nChannel 0: one time courtesy, I'll just go ahead and provide this for free, this invoice for you since, we just connected to the service a day before end of this month. Right? So, here's what I'm going to do. I'll just go ahead and tag this as paid, and then you will also receive the payment receipt. But\n\nChannel 1: Yeah.\n\nChannel 0: this will be\n\nChannel 1: Okay.\n\nChannel 0: for free. Just so happen, I need to tag it as paid since it's already been generated on the\n\nChannel 1: Yeah.\n\nChannel 0: system. Okay? So, technically, your next invoice will be on\n\nChannel 1: Yep.\n\nChannel 0: July\n\nChannel 1: Yep.\n\nChannel 0: first. That's cover the full month of July. And then I\n\nChannel 1: Okay.\n\nChannel 0: believe you received our updates about the payment important guidelines. So I would suggest\n\nChannel 1: Yeah.\n\nChannel 0: please set up a direct debit. You can use a card, Visa or\n\nChannel 1: Sure.\n\nChannel 0: Master, or you can use also a bank account. In that way,\n\nChannel 1: Yeah.\n\nChannel 0: your payment will be processed on a timely\n\nChannel 1: Automatically.\n\nChannel 0: basis. Because\n\nChannel 1: Yeah.\n\nChannel 0: I'm telling you, we will already set up the automatic late fee. Once the payment was not posted on time in a certain period, the\n\nChannel 1: Mhmm.\n\nChannel 0: late fee will automatically billed for the next billing\n\nChannel 1: Okay.\n\nChannel 0: period. Just a friendly\n\nChannel 1: I understand.\n\nChannel 0: reminder. But nothing to wrong with this,\n\nChannel 1: Yeah.\n\nChannel 0: Kara. Okay? After\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: our conversation, I'll tag it as paid. We'll provide this for free as well for you.\n\nChannel 1: Yeah. Thank you so much, Marissa. That was\n\nChannel 0: You're\n\nChannel 1: very\n\nChannel 0: welcome.\n\nChannel 1: helpful.\n\nChannel 0: You're welcome. It's my pleasure to help you out. And do you have any other concern aside with this bill?\n\nChannel 1: Nothing else. Thank you so much. I just had one question. For the next month, you said the 15 there is a 15% that will automatically apply.\n\nChannel 0: Yeah. Yes.\n\nChannel 1: How\n\nChannel 0: Yes.\n\nChannel 1: much would that would that be after the discount applied for next month? How much would it\n\nChannel 0: Yeah.\n\nChannel 1: be?\n\nChannel 0: Let me go to your recurring invoice. So it will be $76.46 from the\n\nChannel 1: Got\n\nChannel 0: standard\n\nChannel 1: it.\n\nChannel 0: price of $89.95\n\nChannel 1: Yeah.\n\nChannel 0: and minus the 15%\n\nChannel 1: Mhmm.\n\nChannel 0: discount, it will go down to $76.46, and it will be clearly indicated from your invoice. Okay?\n\nChannel 1: Yep. Thank you so much.\n\nChannel 0: Alright.\n\nChannel 1: I got it.\n\nChannel 0: Yeah. You're welcome. And if there's nothing else, thank you so much for calling, Mikaela, and you do have\n\nChannel 1: Yeah.\n\nChannel 0: a great day. Be safe always.\n\nChannel 1: You too. Have a\n\nChannel 0: Thank\n\nChannel 1: wonderful\n\nChannel 0: you.\n\nChannel 1: day. Thank you, and\n\nChannel 0: Thank\n\nChannel 1: you take\n\nChannel 0: you.\n\nChannel 1: care. Thank\n\nChannel 0: Bye\n\nChannel 1: you,\n\nChannel 0: bye.\n\nChannel 1: Melissa.\n\nChannel 0: You do\n\nChannel 1: Thank\n\nChannel 0: the\n\nChannel 1: you.\n\nChannel 0: same.\n\nChannel 1: Bye.\n\nChannel 0: Bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"positive","sentiment_score":0.36979907751083374},{"text":"Thank you so much for calling your account.","start":1.04,"end":3.1399999,"sentiment":"positive","sentiment_score":0.6851570308208466},{"text":"How may I help you today?","start":3.1999998,"end":4.58,"sentiment":"positive","sentiment_score":0.5999725560347239}],"sentiment":"positive","sentiment_score":0.6300593773523967,"channel":0,"num_words":15,"start":0.71999997,"end":4.58},{"sentences":[{"text":"Hi.","start":5.7599998,"end":6.0,"sentiment":"neutral","sentiment_score":0.09056144952774048},{"text":"Can I speak to is it Melissa?","start":6.0,"end":7.7,"sentiment":"neutral","sentiment_score":0.06459187822682518}],"sentiment":"neutral","sentiment_score":0.06783807463943958,"channel":1,"num_words":8,"start":5.7599998,"end":7.7},{"sentences":[{"text":"Yes.","start":8.88,"end":9.28,"sentiment":"neutral","sentiment_score":0.17685964703559875},{"text":"This is Melissa.","start":9.28,"end":10.26,"sentiment":"neutral","sentiment_score":0.23988529046376547},{"text":"How are you today?","start":10.4,"end":11.38,"sentiment":"positive","sentiment_score":0.36220113933086395}],"sentiment":"neutral","sentiment_score":0.29316500946879387,"channel":0,"num_words":8,"start":8.88,"end":11.38},{"sentences":[{"text":"I'm good.","start":11.92,"end":12.66,"sentiment":"positive","sentiment_score":0.4876158684492111},{"text":"Hi, Melissa.","start":13.28,"end":13.92,"sentiment":"neutral","sentiment_score":0.11162370443344116},{"text":"My name is Nikhil Nikhil Krishna, and","start":13.92,"end":17.744999,"sentiment":"neutral","sentiment_score":0.05418338147657258}],"sentiment":"neutral","sentiment_score":0.14343298328193752,"channel":1,"num_words":11,"start":11.92,"end":17.744999},{"sentences":[{"text":"Mhmm.","start":17.435,"end":17.935,"sentiment":"neutral","sentiment_score":0.05532786622643471}],"sentiment":"neutral","sentiment_score":0.05532786622643471,"channel":0,"num_words":1,"start":17.435,"end":17.935},{"sentences":[{"text":"I have a Airtel Internet connection with you guys.","start":17.885,"end":21.185,"sentiment":"neutral","sentiment_score":0.019403441291716363},{"text":"I had connect taken the connection in the month of April.","start":22.205,"end":26.545,"sentiment":"neutral","sentiment_score":-0.00019939565523104235},{"text":"And so I had paid upfront of an amount of 109.95.","start":27.645,"end":35.38,"sentiment":"neutral","sentiment_score":-0.03660930066623471},{"text":"And when I took this connection, there was a one month the first month was supposed to be free, and the next month onwards was the the the fees I mean, the amount I paid for, that was supposed to be for the second month.","start":35.84,"end":50.645,"sentiment":"neutral","sentiment_score":-0.055204632091853355},{"text":"Could you please check?","start":51.105,"end":52.245003,"sentiment":"neutral","sentiment_score":-0.026693423744291067}],"sentiment":"neutral","sentiment_score":-0.03526558533776551,"channel":1,"num_words":80,"start":17.885,"end":52.245003},{"sentences":[{"text":"I just got a bill of $11.99, and I was just wondering why I I thought I already paid and there's something that is generated again.","start":52.385002,"end":64.59,"sentiment":"neutral","sentiment_score":-0.330696878524927}],"sentiment":"neutral","sentiment_score":-0.330696878524927,"channel":1,"num_words":26,"start":52.385002,"end":64.59},{"sentences":[{"text":"Okay.","start":65.72,"end":66.22,"sentiment":"neutral","sentiment_score":-0.015712957829236984}],"sentiment":"neutral","sentiment_score":-0.015712957829236984,"channel":0,"num_words":1,"start":65.72,"end":66.22},{"sentences":[{"text":"Can I give you my account number?","start":65.945,"end":67.784996,"sentiment":"neutral","sentiment_score":-0.002687716191368444},{"text":"1061.","start":67.784996,"end":69.405,"sentiment":"neutral","sentiment_score":0.007108538411557674}],"sentiment":"neutral","sentiment_score":-0.0014631843660026789,"channel":1,"num_words":8,"start":65.945,"end":69.405},{"sentences":[{"text":"Okay.","start":70.04,"end":70.54,"sentiment":"neutral","sentiment_score":0.053816214203834534},{"text":"Thank you so much for giving us a call.","start":70.6,"end":73.399994,"sentiment":"positive","sentiment_score":0.4464806483851539},{"text":"I would love to review your account.","start":73.399994,"end":75.259995,"sentiment":"positive","sentiment_score":0.4548911281994411},{"text":"And you said I'm speaking with Nikki.","start":75.905,"end":78.325,"sentiment":"neutral","sentiment_score":0.10332366824150085},{"text":"What is the last name, please?","start":78.384995,"end":80.16499,"sentiment":"neutral","sentiment_score":0.050712467481692634}],"sentiment":"neutral","sentiment_score":0.2761306809882323,"channel":0,"num_words":30,"start":70.04,"end":80.16499},{"sentences":[{"text":"Nikhil Krishna.","start":80.58,"end":81.48,"sentiment":"neutral","sentiment_score":0.03992106392979622}],"sentiment":"neutral","sentiment_score":0.03992106392979622,"channel":1,"num_words":2,"start":80.58,"end":81.48},{"sentences":[{"text":"Okay.","start":82.145,"end":82.625,"sentiment":"neutral","sentiment_score":0.17762432992458344},{"text":"Perfect.","start":82.625,"end":83.125,"sentiment":"positive","sentiment_score":0.431529700756073},{"text":"Thank you.","start":83.265,"end":84.16499,"sentiment":"positive","sentiment_score":0.44842785596847534},{"text":"Just let me take a look of your account here.","start":84.784996,"end":88.005,"sentiment":"neutral","sentiment_score":0.19652461558580397}],"sentiment":"neutral","sentiment_score":0.24794684989111765,"channel":0,"num_words":14,"start":82.145,"end":88.005},{"sentences":[{"text":"Mhmm.","start":89.060005,"end":89.560005,"sentiment":"neutral","sentiment_score":0.09428952634334564}],"sentiment":"neutral","sentiment_score":0.09428952634334564,"channel":1,"num_words":1,"start":89.060005,"end":89.560005},{"sentences":[{"text":"It's pretty okay.","start":90.63,"end":100.009995,"sentiment":"neutral","sentiment_score":0.22786810994148254},{"text":"Alright.","start":101.43,"end":101.93,"sentiment":"neutral","sentiment_score":0.1954060047864914},{"text":"So I agree with you.","start":102.07,"end":103.42999,"sentiment":"neutral","sentiment_score":0.2089753270149231},{"text":"I'm showing on here that we received your order April 24.","start":103.42999,"end":108.30501,"sentiment":"neutral","sentiment_score":0.07298715581948106},{"text":"And during that time, the front payment did not, went through.","start":108.305,"end":112.545,"sentiment":"neutral","sentiment_score":-0.04213652353395115}],"sentiment":"neutral","sentiment_score":0.07300786854278657,"channel":0,"num_words":31,"start":90.63,"end":112.545},{"sentences":[{"text":"So we sent you, like, the separate invoice for the amount of $109.95.","start":112.545,"end":118.805,"sentiment":"neutral","sentiment_score":0.029655185743020132}],"sentiment":"neutral","sentiment_score":0.029655185743020132,"channel":0,"num_words":13,"start":112.545,"end":118.805},{"sentences":[{"text":"Mhmm.","start":118.635,"end":119.135,"sentiment":"neutral","sentiment_score":0.03675133362412453}],"sentiment":"neutral","sentiment_score":0.03675133362412453,"channel":1,"num_words":1,"start":118.635,"end":119.135},{"sentences":[{"text":"That's include the plan and then your delivery 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yeah,","start":123.77,"end":124.33,"sentiment":"neutral","sentiment_score":0.12827790528535843}],"sentiment":"neutral","sentiment_score":0.12827790528535843,"channel":0,"num_words":2,"start":123.77,"end":124.33},{"sentences":[{"text":"right.","start":124.075,"end":124.575,"sentiment":"neutral","sentiment_score":0.18385164439678192}],"sentiment":"neutral","sentiment_score":0.18385164439678192,"channel":1,"num_words":1,"start":124.075,"end":124.575},{"sentences":[{"text":"you're correct as well.","start":124.33,"end":125.53,"sentiment":"neutral","sentiment_score":0.27142712473869324},{"text":"You are eligible for a one month free service, and then the upfront payment will also be credited to your first thirty days.","start":125.53,"end":136.105,"sentiment":"neutral","sentiment_score":0.20304302417713663},{"text":"So in reference with this, the amount that you the free services was credited from the day that we've activated your 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our","start":209.21,"end":211.895,"sentiment":"neutral","sentiment_score":-0.00960482656955719}],"sentiment":"neutral","sentiment_score":-0.00960482656955719,"channel":0,"num_words":4,"start":209.21,"end":211.895},{"sentences":[{"text":"Mhmm.","start":211.795,"end":212.295,"sentiment":"neutral","sentiment_score":0.005745165050029755}],"sentiment":"neutral","sentiment_score":0.005745165050029755,"channel":1,"num_words":1,"start":211.795,"end":212.295},{"sentences":[{"text":"billing process is every first of each month of the invoices are being sent out.","start":211.895,"end":217.195,"sentiment":"neutral","sentiment_score":-0.0019149435063203176},{"text":"However, those cover the full month of each month.","start":217.255,"end":222.375,"sentiment":"neutral","sentiment_score":0.013627010501093335},{"text":"So, like, June 1 to June 30.","start":222.375,"end":225.035,"sentiment":"neutral","sentiment_score":0.014678452430026872},{"text":"However, the invoice you received yesterday, she could see from the last page, fourth page, if I'm not mistaken, it's only showing June 28 to June 30 because that's the remaining days that was not covered from your upfront payment.","start":225.335,"end":240.55501,"sentiment":"neutral","sentiment_score":-0.05197238591499627},{"text":"So but I can assure you the three month service for first thirty days and then the upfront payment already covered your thirty days as well.","start":240.615,"end":250.235,"sentiment":"positive","sentiment_score":0.45867084941038716}],"sentiment":"neutral","sentiment_score":0.10353829646387051,"channel":0,"num_words":97,"start":211.895,"end":250.235},{"sentences":[{"text":"And then moving forward, your bill by next month also has the 15% discount, so it will automatically be showing from your 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customer, Nikki Nikhil Nikhil Krishna, called to inquire about a bill she received for service that was supposed to be free. She had paid for a one month free service, but the bill was still $11.99. The agent explains that the bill is for the first 30 days of service and that the upfront payment is credited to the first 30 days. The agent also explains that the router she had not received was a weird issue. The agent offers to provide a discount for the customer's upcoming appointment and reminds her to pay her next invoice. The agent explains that the bill will be for the remaining days covered for their upfront payment and offers a 15% discount for future invoices."},"intents":{"segments":[{"text":"I just got a bill of $11.99, and I was just wondering why I I thought I already paid and there's something that is generated again. Okay.","start_word":123,"end_word":149,"intents":[{"intent":"Check bill","confidence_score":0.13420558}]},{"text":"Can I give you my account number? 1061. Okay.","start_word":150,"end_word":158,"intents":[{"intent":"Provide account number","confidence_score":0.319938},{"intent":"Verify account number","confidence_score":0.005360586}]},{"text":"Thank you so much for giving us a call. I would love to review your account. And you said I'm speaking with Nikki. What is the last name, please? Nikhil Krishna.","start_word":159,"end_word":189,"intents":[{"intent":"Review account","confidence_score":0.7137533}]},{"text":"I'm showing on here that we received your order April 24. And during that time, the front payment did not, went through. So we sent you, like, the separate invoice for the amount of $109.95. Mhmm.","start_word":214,"end_word":249,"intents":[{"intent":"Confirm order details","confidence_score":0.009768271}]},{"text":"You are eligible for a one month free service, and then the upfront payment will also be credited to your first thirty days.","start_word":268,"end_word":290,"intents":[{"intent":"Confirm service eligibility","confidence_score":0.008359113}]},{"text":"So activation is April 27 to May. That's your first Oh. month free.","start_word":337,"end_word":349,"intents":[{"intent":"Activate plan","confidence_score":0.10288856}]},{"text":"So activation is April 27 to May. That's your first Oh. month free. So April 27 to May 27. And then your upfront payment, we would like to make sure that it cover the thirty days.","start_word":337,"end_word":372,"intents":[{"intent":"Verify plan information","confidence_score":0.00010816}]},{"text":"The upfront payment you made cover your May 28 to June 27. Reason why, you do have a little amount yesterday that was sent covering your remaining days for this month, which is June 28 to June 30. Because our Oh.","start_word":373,"end_word":413,"intents":[{"intent":"Cover remaining days","confidence_score":0.27396506}]},{"text":"Actually, I never got the router from Australian Post. I got the router on twenty ninth, and I think Dom's helped me in setting up the Internet only on twenty ninth. So I don't know why it was the connection was started on twenty seventh.","start_word":585,"end_word":629,"intents":[{"intent":"Confirm router connection","confidence_score":0.068898596}]},{"text":"Actually, I never got the router from Australian Post. I got the router on twenty ninth, and I think Dom's helped me in setting up the Internet only on twenty ninth. So I don't know why it was the connection was started on twenty seventh. I never got Yeah.","start_word":585,"end_word":633,"intents":[{"intent":"Clarify connection issue","confidence_score":0.04220881}]},{"text":"router. Right? Yes.","start_word":828,"end_word":830,"intents":[{"intent":"Activate router","confidence_score":0.17191009}]},{"text":"one time courtesy, I'll just go ahead and provide this for free, this invoice for you since, we just connected to the service a day before end of this month. Right?","start_word":913,"end_word":943,"intents":[{"intent":"Provide invoice","confidence_score":0.37353498}]},{"text":"I'll just go ahead and tag this as paid, and then you will also receive the payment receipt. But Yeah.","start_word":951,"end_word":970,"intents":[{"intent":"Tag payment","confidence_score":0.7261976}]},{"text":"please set up a direct debit. You can use a card, Visa or Sure. Master, or you can use also a bank account. In that way, Yeah. your payment will be processed on a timely Automatically. basis.","start_word":1035,"end_word":1071,"intents":[{"intent":"Set up direct debit","confidence_score":0.71514094}]},{"text":"For the next month, you said the 15 there is a 15% that will automatically apply. Yeah. Yes. How Yes.","start_word":1188,"end_word":1207,"intents":[{"intent":"Provide discount","confidence_score":0.05874873}]},{"text":"much would that would that be after the discount applied for next month? How much would it Yeah.","start_word":1208,"end_word":1225,"intents":[{"intent":"Determine payment amount","confidence_score":0.0005749961}]}]},"sentiments":{"segments":[{"text":"Hi. Thank you so much for calling your account. How may I help you today?","start_word":0,"end_word":14,"sentiment":"positive","sentiment_score":0.6136383414268494},{"text":"Hi. Can I speak to is it Melissa? Yes. This is Melissa.","start_word":15,"end_word":26,"sentiment":"neutral","sentiment_score":0.12894761562347412},{"text":"How are you today? I'm good.","start_word":27,"end_word":32,"sentiment":"positive","sentiment_score":0.427634060382843},{"text":"Hi, Melissa. My name is Nikhil Nikhil Krishna, and Mhmm. I have a Airtel Internet connection with you guys. I had connect taken the connection in the month of April. And so I had paid upfront of an amount of 109.95. And when I took this connection, there was a one month the first month was supposed to be free, and the next month onwards was the the the fees I mean, the amount I paid for, that was supposed to be for the second month. Could you please check? I just got a bill of $11.99, and I was just wondering why I I thought I already paid and there's something that is generated again. Okay. Can I give you my account number? 1061. Okay.","start_word":33,"end_word":158,"sentiment":"neutral","sentiment_score":-0.07653766125440598},{"text":"Thank you so much for giving us a call. I would love to review your account.","start_word":159,"end_word":174,"sentiment":"positive","sentiment_score":0.45522814989089966},{"text":"And you said I'm speaking with Nikki. What is the last name, please? Nikhil Krishna. Okay.","start_word":175,"end_word":190,"sentiment":"neutral","sentiment_score":0.08514195680618286},{"text":"Perfect. Thank you.","start_word":191,"end_word":193,"sentiment":"positive","sentiment_score":0.4363809525966644},{"text":"Just let me take a look of your account here. Mhmm. It's pretty okay. Alright. So I agree with you. I'm showing on here that we received your order April 24. And during that time, the front payment did not, went through. So we sent you, like, the separate invoice for the amount of $109.95. Mhmm. That's include the plan and then your delivery charge. Right? That's So, yeah, right. you're correct as well. You are eligible for a one month free service, and then the upfront payment will also be credited to your first thirty days. So in reference with this, the amount that you the free services was credited from the day that we've activated your services. So I'm showing on here from April let me go back to that page. Sorry.","start_word":194,"end_word":327,"sentiment":"neutral","sentiment_score":0.1132260113954544},{"text":"I lost it.","start_word":328,"end_word":330,"sentiment":"negative","sentiment_score":-0.3529105484485626},{"text":"One moment. Okay? Mhmm. Activation. Okay. So activation is April 27 to May. That's your first Oh. month free. So April 27 to May 27. And then your upfront payment, we would like to make sure that it cover the thirty days. The upfront payment you made cover your May 28 to June 27. Reason why, you do have a little amount yesterday that was sent covering your remaining days for this month, which is June 28 to June 30. Because our Oh. be billing period, our Mhmm. billing process is every first of each month of the invoices are being sent out. However, those cover the full month of each month. So, like, June 1 to June 30. However, the invoice you received yesterday, she could see from the last page, fourth page, if I'm not mistaken, it's only showing June 28 to June 30 because that's the remaining days that was not covered from your upfront payment.","start_word":331,"end_word":489,"sentiment":"neutral","sentiment_score":0.032235312012006655},{"text":"So but I can assure you the three month service for first thirty days and then the upfront payment already covered your thirty days as well. And then moving forward, your bill by next month also has the 15% discount, so it will automatically be showing from your invoice.","start_word":490,"end_word":538,"sentiment":"positive","sentiment_score":0.4100086987018585},{"text":"Okay. But, You still have you still yeah. have remaining July, August, September, October, November, December. You still have remaining discounted period on your bill. Go ahead with your collision. No problem. Yeah. So the I my you said the plan was activated on twenty seventh. Actually, I never got the router from Australian Post. I got the router on twenty ninth, and I think Dom's helped me in setting up the Internet only on twenty ninth. So I don't know why it was the connection was started on twenty seventh. I never got Yeah. the router. Then I if I don't have a router, I don't have Internet.","start_word":539,"end_word":647,"sentiment":"neutral","sentiment_score":-0.02592489682137966},{"text":"I don't understand why it it got started before even I get the router.","start_word":648,"end_word":661,"sentiment":"negative","sentiment_score":-0.4006313681602478},{"text":"I Mhmm. have no Yeah. idea. That's a good question. Actually, this is so weird, but this is how it work when it comes to partner network. Because we are the Internet service provider, but we have a partner network with a Australian networking services. Right? Like, Supa, Mhmm. Linham, NBN. And the thing is, once we've submitted the order, once we activated the service on their end like, for example, today, we we ordered. We activated it. Because we will not configure the router, and then they will not send the router unless the services has been ordered to the network. So once we submitted the order and activated it, they will start billing us. Reason why, Okay. the billing started when the service has been ordered and activated from the partnered network. However, I do understand your concern. Right? Because you've been connected to the services even though it's activated the twenty ninth you mentioned because you Yeah. have waited for the free Yeah. router. Right? Yes. Let me just open this. Just bear with me here. Okay? One Sure. moment. Router. Oh, I see. The first. Okay. Let me see what I can do in reference with this small amount. Could you give me a minute or two? Sure. Take your time. Alright. Yeah.","start_word":662,"end_word":878,"sentiment":"neutral","sentiment_score":-0.04599602158237163},{"text":"Thank you, Nikhil.","start_word":879,"end_word":881,"sentiment":"positive","sentiment_score":0.3738522231578827},{"text":"One moment. Okay? Yeah. Sure.","start_word":882,"end_word":886,"sentiment":"neutral","sentiment_score":0.1522861272096634},{"text":"Thank you so much for patiently waiting, Nikhil.","start_word":887,"end_word":894,"sentiment":"positive","sentiment_score":0.44922396540641785},{"text":"No problem.","start_word":895,"end_word":896,"sentiment":"neutral","sentiment_score":0.29728442430496216},{"text":"Alright. Thank So you. here's what I can do for you.","start_word":897,"end_word":907,"sentiment":"positive","sentiment_score":0.3877368867397308},{"text":"Okay? So as a Yeah. one time courtesy, I'll just go ahead and provide this for free, this invoice for you since, we just connected to the service a day before end of this month. Right? So, here's what I'm going to do. I'll just go ahead and tag this as paid, and then you will also receive the payment receipt. But Yeah. this will be Okay. for free. Just so happen, I need to tag it as paid since it's already been generated on the Yeah. system. Okay? So, technically, your next invoice will be on Yep. July Yep. first. That's cover the full month of July. And then I Okay. believe you received our updates about the payment important guidelines. So I would suggest Yeah. please set up a direct debit. You can use a card, Visa or Sure. Master, or you can use also a bank account. In that way, Yeah. your payment will be processed on a timely Automatically. basis. Because Yeah. I'm telling you, we will already set up the automatic late fee. Once the payment was not posted on time in a certain period, the Mhmm. late fee will automatically billed for the next billing Okay. period. Just a friendly I understand. reminder. But nothing to wrong with this, Yeah. Kara. Okay? After Yeah. Yeah. our conversation, I'll tag it as paid. We'll provide this for free as well for you. Yeah.","start_word":908,"end_word":1145,"sentiment":"neutral","sentiment_score":0.11667625411969272},{"text":"Thank you so much, Marissa. That was You're very welcome. helpful. You're welcome. It's my pleasure to help you out.","start_word":1146,"end_word":1165,"sentiment":"positive","sentiment_score":0.4820301830768585},{"text":"And do you have any other concern aside with this bill? Nothing else. Thank you so much. I just had one question. For the next month, you said the 15 there is a 15% that will automatically apply. Yeah. Yes. How Yes. much would that would that be after the discount applied for next month? How much would it Yeah. be? Let me go to your recurring invoice. So it will be $76.46 from the Got standard it. price of $89.95 Yeah. and minus the 15% Mhmm. discount, it will go down to $76.46, and it will be clearly indicated from your invoice. Okay? Yep. Thank you so much. Alright. I got it. Yeah. You're welcome.","start_word":1166,"end_word":1281,"sentiment":"neutral","sentiment_score":0.05209197849035263},{"text":"And if there's nothing else, thank you so much for calling, Mikaela, and you do have Yeah. a great day. Be safe always.","start_word":1282,"end_word":1304,"sentiment":"positive","sentiment_score":0.4189413189888001},{"text":"You too.","start_word":1305,"end_word":1306,"sentiment":"neutral","sentiment_score":0.304115355014801},{"text":"Have a Thank wonderful you. day. Thank you, and Thank you take you. care. Thank Bye you, bye. Melissa. You do Thank the you. same.","start_word":1307,"end_word":1331,"sentiment":"positive","sentiment_score":0.5354907107353211},{"text":"Bye. Bye. Bye.","start_word":1332,"end_word":1334,"sentiment":"neutral","sentiment_score":0.2411731034517288}],"average":{"sentiment":"neutral","sentiment_score":0.08740132984913423}}}}