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Thank you so much for answering my phone call. Mister Bill, I just wanted to confirm if you received our email last Monday in reference to the new development charge invoice associated to your address that's the Internet service activated because it's due today, and we're just needing to get any update with the settlement. Alright. Mister Bill, isn't it you activated a Internet service to your premises in Unit 107 in Campus Town. Internet services from Airtel AU. Yes. That is right. And then on our end here, there is a mandatory fee that applies when the premises is being connected to the Internet service for the first time in accordance with Australian government. So if I may ask, are you a tenant or an owner of your apartment or of your premises? I'm sorry. You cut up. What is that again? Okay. In Australia, when we activate a Internet service, there is a separate separate network serviceable. So it just so happen your service is under and serviceable to a Linham network. And once the service has been activated, they will identify if this specific address is the first time connecting to a Internet services. If they confirm that, the applicable mandated new development charges will be applied to the account. And then it's two things. If you are a tenant, you have to coordinate and forward the NDC invoice to the property owner or to your landlord, real estate manager, whoever the person is in charge to your apartment that you are renting with. However, if you are the owner of the property, owner of the apartment, owner of the house, the settlement of this new development charges lies to your responsibility. Actually, it's it's different for a connection fee because we provided you a free connection. This is a new development charges that applies by the Linham network. Like, the when they've made this apartment or premises, they set up all the necessary thing for you to get connected to the services. So whoever that's the first time activating and connecting to the service, the NDC is mandated to apply and to be settled. The one that we sent to you last Monday, $330. We sent you the invoice August 3. Yeah. August '3. Yes. To your email address. Would you mind checking if you got it? Yes. From Airtel. And the email came from accounts department, melissa@airtel.net.au. But if you did not receive it, kindly verify your email, and then I can resend the the email while I have you on the line. I sent to your email we have in record, b like boy, dot, and then your last name, hirostevsky@outlook.com. Is your it's h r I s t o, v like Victor, s k I. And your email is outlook dot com. Right? Okay. I understand. I understand. You are correct. There is no connection fee applied to your activation. That's for free. And let me just check the email we sent. Just bear with me so I can send it to you while I have you on the line. Okay? One moment here, please. Thank you so much for patiently waiting on the line, mister Bill. So I forwarded the email. Kindly check if you got it. And I agree with you. I do see in here that you signed up for twenty four month contract, and Airtel AU, your Internet service provider, provided you a free connection fee. However, the new development charges is separate from the connection fee charged by the Internet service provider. Upon activation of your service, that is the time when NDC is determined by the network provider, which is Linham, and we are instructed by the network to collect this charge on their behalf. So technically, this new development charge is a government fee applied to newly development sites like your apartment. It's cover the installation of the NBN box. If you see, like, a a box there, that's it, and it's usually complete at building project. So this is collected by the ISP and sent directly to the network, which yours is Linham network. No. It's two things. So no matter who you go through, you will you need to pay this. However, the NVC needs to be paid by the property owner. Or if you are a renter, you have to ask your landlord or your property owner, whoever the person owned the apartment, to pay this NDC. But if you I understand your point in reference with this. However, even though you will go through other Internet service provider, they're still asked you to pay this. We we don't make any commission on this. It simply pass on. If you would like, you can confirm to the Linham network itself if your NDC is payable to your address. They will confirm it to you directly if you would like to confirm. To whom you spoke? No. Optus is not your network. Your Internet service is under Linham network. So if you would like to confirm about your NDC, you can go ahead and, get a confirmation from a Linham network. K? Your Internet service is not obtuse. Mhmm. I I do understand your point in reference with this. As I've mentioned, upon activation of your service, that is the time when the NDC is determined by the network provider, Linham. We are just being instructed by the network to collect this charge on their behalf. They are the one who hard to terminate the services. And if I may ask, to whom you to whom that you've spoke before in reference to this before you activated your services? Because as I've mentioned, new development charges and connection fee is a two different thing. Your connection fee is for free. Yes. The new development charges is just being identified or determined once the services has been activated to the Linham network. Oh, you can go ahead and send us an email if you would like, and then they will go ahead and response to you. Oh, sure. Sure. You go you'll go ahead and receive those email. That is right. Oh, sure. Thank you so much for your time, mister Bill. Have a good 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Good afternoon. This is Airtel accounts, your Internet service provider. Am I speaking to mister Bill Hirstovski? Hi.\n\nHow are you today? That's great to hear. I'm good. Thank you so much for answering my phone call. Mister Bill, I just wanted to confirm if you received our email last Monday in reference to the new development charge invoice associated to your address that's the Internet service activated because it's due today, and we're just needing to get any update with the settlement.\n\nAlright. Mister Bill, isn't it you activated a Internet service to your premises in Unit 107 in Campus Town. Internet services from Airtel AU. Yes. That is right.\n\nAnd then on our end here, there is a mandatory fee that applies when the premises is being connected to the Internet service for the first time in accordance with Australian government. So if I may ask, are you a tenant or an owner of your apartment or of your premises? I'm sorry. You cut up. What is that again?\n\nOkay. In Australia, when we activate a Internet service, there is a separate separate network serviceable. So it just so happen your service is under and serviceable to a Linham network. And once the service has been activated, they will identify if this specific address is the first time connecting to a Internet services. If they confirm that, the applicable mandated new development charges will be applied to the account.\n\nAnd then it's two things. If you are a tenant, you have to coordinate and forward the NDC invoice to the property owner or to your landlord, real estate manager, whoever the person is in charge to your apartment that you are renting with. However, if you are the owner of the property, owner of the apartment, owner of the house, the settlement of this new development charges lies to your responsibility. Actually, it's it's different for a connection fee because we provided you a free connection. This is a new development charges that applies by the Linham network.\n\nLike, the when they've made this apartment or premises, they set up all the necessary thing for you to get connected to the services. So whoever that's the first time activating and connecting to the service, the NDC is mandated to apply and to be settled. The one that we sent to you last Monday, $330. We sent you the invoice August 3. Yeah.\n\nAugust '3. Yes. To your email address. Would you mind checking if you got it? Yes.\n\nFrom Airtel. And the email came from accounts department, melissa@airtel.net.au. But if you did not receive it, kindly verify your email, and then I can resend the the email while I have you on the line. I sent to your email we have in record, b like boy, dot, and then your last name, hirostevsky@outlook.com. Is your it's h r I s t o, v like Victor, s k I.\n\nAnd your email is outlook dot com. Right? Okay. I understand. I understand.\n\nYou are correct. There is no connection fee applied to your activation. That's for free. And let me just check the email we sent. Just bear with me so I can send it to you while I have you on the line.\n\nOkay? One moment here, please. Thank you so much for patiently waiting on the line, mister Bill. So I forwarded the email. Kindly check if you got it.\n\nAnd I agree with you. I do see in here that you signed up for twenty four month contract, and Airtel AU, your Internet service provider, provided you a free connection fee. However, the new development charges is separate from the connection fee charged by the Internet service provider. Upon activation of your service, that is the time when NDC is determined by the network provider, which is Linham, and we are instructed by the network to collect this charge on their behalf. So technically, this new development charge is a government fee applied to newly development sites like your apartment.\n\nIt's cover the installation of the NBN box. If you see, like, a a box there, that's it, and it's usually complete at building project. So this is collected by the ISP and sent directly to the network, which yours is Linham network. No. It's two things.\n\nSo no matter who you go through, you will you need to pay this. However, the NVC needs to be paid by the property owner. Or if you are a renter, you have to ask your landlord or your property owner, whoever the person owned the apartment, to pay this NDC. But if you I understand your point in reference with this. However, even though you will go through other Internet service provider, they're still asked you to pay this.\n\nWe we don't make any commission on this. It simply pass on. If you would like, you can confirm to the Linham network itself if your NDC is payable to your address. They will confirm it to you directly if you would like to confirm. To whom you spoke?\n\nNo. Optus is not your network. Your Internet service is under Linham network. So if you would like to confirm about your NDC, you can go ahead and, get a confirmation from a Linham network. K?\n\nYour Internet service is not obtuse. Mhmm. I I do understand your point in reference with this. As I've mentioned, upon activation of your service, that is the time when the NDC is determined by the network provider, Linham. We are just being instructed by the network to collect this charge on their behalf.\n\nThey are the one who hard to terminate the services. And if I may ask, to whom you to whom that you've spoke before in reference to this before you activated your services? Because as I've mentioned, new development charges and connection fee is a two different thing. Your connection fee is for free. Yes.\n\nThe new development charges is just being identified or determined once the services has been activated to the Linham network. Oh, you can go ahead and send us an email if you would like, and then they will go ahead and response to you. Oh, sure. Sure. You go you'll go ahead and receive those email.\n\nThat is right. Oh, sure. Thank you so much for your time, mister Bill. Have a good one.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.6399999,"end":2.96,"sentiment":"neutral","sentiment_score":0.10764230042696},{"text":"Good afternoon.","start":2.96,"end":3.78,"sentiment":"neutral","sentiment_score":0.2503879964351654},{"text":"This is Airtel accounts, your Internet service provider.","start":4.0,"end":7.7,"sentiment":"neutral","sentiment_score":0.09372326545417309},{"text":"Am I speaking to mister Bill Hirstovski?","start":8.08,"end":10.42,"sentiment":"neutral","sentiment_score":0.05235299893787929},{"text":"Hi.","start":13.36,"end":13.679999,"sentiment":"neutral","sentiment_score":0.2123952358961105}],"sentiment":"neutral","sentiment_score":0.10195108659957584,"num_words":19,"start":2.6399999,"end":13.679999},{"sentences":[{"text":"How are you today?","start":13.679999,"end":14.82,"sentiment":"neutral","sentiment_score":0.24048426002264023},{"text":"That's great to hear.","start":17.015,"end":18.055,"sentiment":"positive","sentiment_score":0.7070785313844681},{"text":"I'm good.","start":18.055,"end":18.775,"sentiment":"positive","sentiment_score":0.6552659869194031},{"text":"Thank you so much for answering my phone call.","start":18.775,"end":21.355,"sentiment":"positive","sentiment_score":0.7286787629127502},{"text":"Mister Bill, I just wanted to confirm if you received our email last Monday in reference to the new development charge invoice associated to your address that's the Internet service activated because it's due today, and we're just needing to get any update with the settlement.","start":21.655,"end":41.989998,"sentiment":"neutral","sentiment_score":0.05700597369476505}],"sentiment":"neutral","sentiment_score":0.21971025839447975,"num_words":65,"start":13.679999,"end":41.989998},{"sentences":[{"text":"Alright.","start":49.845,"end":50.345,"sentiment":"neutral","sentiment_score":-0.04599694907665253},{"text":"Mister Bill, isn't it you activated a Internet service to your premises in Unit 107 in Campus Town.","start":50.485,"end":59.5,"sentiment":"neutral","sentiment_score":-0.030233980156481266},{"text":"Internet services from Airtel AU.","start":60.12,"end":63.9,"sentiment":"neutral","sentiment_score":0.00784812606871128},{"text":"Yes.","start":64.28,"end":64.78,"sentiment":"neutral","sentiment_score":0.029733221977949142},{"text":"That is right.","start":67.08,"end":68.14,"sentiment":"neutral","sentiment_score":0.08963055163621902}],"sentiment":"neutral","sentiment_score":-0.009012253023684025,"num_words":28,"start":49.845,"end":68.14},{"sentences":[{"text":"And then on our end here, there is a mandatory fee that applies when the premises is being connected to the Internet service for the first time in accordance with Australian government.","start":68.36,"end":82.155,"sentiment":"neutral","sentiment_score":-0.00024640525225549936},{"text":"So if I may ask, are you a tenant or an owner of your apartment or of your premises?","start":82.935,"end":89.28,"sentiment":"neutral","sentiment_score":-0.02320781399152781},{"text":"I'm sorry.","start":95.74,"end":96.22,"sentiment":"neutral","sentiment_score":-0.22670546174049377},{"text":"You cut up.","start":96.22,"end":96.78,"sentiment":"negative","sentiment_score":-0.38755929470062256},{"text":"What is that again?","start":96.78,"end":97.84,"sentiment":"neutral","sentiment_score":-0.1683734655380249}],"sentiment":"neutral","sentiment_score":-0.04564026839410265,"num_words":60,"start":68.36,"end":97.84},{"sentences":[{"text":"Okay.","start":106.035,"end":106.535,"sentiment":"neutral","sentiment_score":-0.06061257794499397},{"text":"In Australia, when we activate a Internet service, there is a separate separate network serviceable.","start":106.835,"end":115.76,"sentiment":"neutral","sentiment_score":-0.03764092226823171},{"text":"So it just so happen your service is under and serviceable to a Linham network.","start":116.38,"end":123.44,"sentiment":"neutral","sentiment_score":-0.007771685967842738},{"text":"And once the service has been activated, they will identify if this specific address is the first time connecting to a Internet services.","start":124.22,"end":136.215,"sentiment":"neutral","sentiment_score":-0.0058987305459121},{"text":"If they confirm that, the applicable mandated new development charges will be applied to the account.","start":137.075,"end":146.63,"sentiment":"neutral","sentiment_score":-0.017117437440901995}],"sentiment":"neutral","sentiment_score":-0.016447878615664584,"num_words":70,"start":106.035,"end":146.63},{"sentences":[{"text":"And then it's two things.","start":147.09,"end":148.70999,"sentiment":"neutral","sentiment_score":-0.01050965003669262},{"text":"If you are a tenant, you have to coordinate and forward the NDC invoice to the property owner or to your landlord, real estate manager, whoever the person is in charge to your apartment that you are renting with.","start":149.09,"end":166.825,"sentiment":"neutral","sentiment_score":-0.03731205381261997},{"text":"However, if you are the owner of the property, owner of the apartment, owner of the house, the settlement of this new development charges lies to your responsibility.","start":167.13,"end":180.685,"sentiment":"neutral","sentiment_score":-0.23231312206813268},{"text":"Actually, it's it's different for a connection fee because we provided you a free connection.","start":185.545,"end":191.005,"sentiment":"neutral","sentiment_score":0.005757509668668111},{"text":"This is a new development charges that applies by the Linham network.","start":191.76001,"end":196.74,"sentiment":"neutral","sentiment_score":0.04463574942201376}],"sentiment":"neutral","sentiment_score":-0.07465145584534515,"num_words":99,"start":147.09,"end":196.74},{"sentences":[{"text":"Like, the when they've made this apartment or premises, they set up all the necessary thing for you to get connected to the services.","start":197.28,"end":208.44499,"sentiment":"neutral","sentiment_score":0.08768899381781618},{"text":"So whoever that's the first time activating and connecting to the service, the NDC is mandated to apply and to be settled.","start":208.58499,"end":218.925,"sentiment":"neutral","sentiment_score":0.012427011674100702},{"text":"The one that we sent to you last Monday, $330.","start":222.5,"end":226.76001,"sentiment":"neutral","sentiment_score":0.03854053318500519},{"text":"We sent you the invoice August 3.","start":228.18001,"end":231.32,"sentiment":"neutral","sentiment_score":0.021197773250085965},{"text":"Yeah.","start":233.63501,"end":233.955,"sentiment":"neutral","sentiment_score":0.011446104384958744}],"sentiment":"neutral","sentiment_score":0.04567446808505338,"num_words":64,"start":197.28,"end":233.955},{"sentences":[{"text":"August '3.","start":233.955,"end":235.015,"sentiment":"neutral","sentiment_score":-0.005497039295732976},{"text":"Yes.","start":238.115,"end":238.515,"sentiment":"neutral","sentiment_score":0.01528589054942131},{"text":"To your email address.","start":238.515,"end":239.875,"sentiment":"neutral","sentiment_score":-0.000649892957881093},{"text":"Would you mind checking if you got it?","start":239.875,"end":241.895,"sentiment":"neutral","sentiment_score":-0.022740396205335855},{"text":"Yes.","start":250.29001,"end":250.79001,"sentiment":"neutral","sentiment_score":0.021736374124884605}],"sentiment":"neutral","sentiment_score":-0.009905909711960703,"num_words":16,"start":233.955,"end":250.79001},{"sentences":[{"text":"From Airtel.","start":250.85,"end":251.75,"sentiment":"neutral","sentiment_score":-0.004169545602053404},{"text":"And the email came from accounts department, melissa@airtel.net.au.","start":251.89,"end":258.32498,"sentiment":"neutral","sentiment_score":0.004300856497138739},{"text":"But if you did not receive it, kindly verify your email, and then I can resend the the email while I have you on the line.","start":258.32498,"end":266.345,"sentiment":"neutral","sentiment_score":-0.1361943709735687},{"text":"I sent to your email we have in record, b like boy, dot, and then your last name, hirostevsky@outlook.com.","start":270.1,"end":279.56,"sentiment":"neutral","sentiment_score":0.013978144889207263},{"text":"Is your it's h r I s t o, v like Victor, s k I.","start":280.58002,"end":289.895,"sentiment":"neutral","sentiment_score":0.016208507865667344}],"sentiment":"neutral","sentiment_score":-0.042946764480854785,"num_words":70,"start":250.85,"end":289.895},{"sentences":[{"text":"And your email is outlook dot com.","start":292.91498,"end":295.395,"sentiment":"neutral","sentiment_score":0.0447846565927778},{"text":"Right?","start":295.395,"end":295.895,"sentiment":"neutral","sentiment_score":0.03418545797467232},{"text":"Okay.","start":298.54,"end":299.04,"sentiment":"neutral","sentiment_score":0.038175757974386215},{"text":"I understand.","start":313.07498,"end":313.815,"sentiment":"neutral","sentiment_score":-0.1120106503367424},{"text":"I understand.","start":337.25497,"end":338.07498,"sentiment":"neutral","sentiment_score":-0.06174253672361374}],"sentiment":"neutral","sentiment_score":0.0029498029213685254,"num_words":13,"start":292.91498,"end":338.07498},{"sentences":[{"text":"You are correct.","start":338.455,"end":339.35498,"sentiment":"neutral","sentiment_score":0.06907562414805095},{"text":"There is no connection fee applied to your activation.","start":339.97498,"end":343.91498,"sentiment":"neutral","sentiment_score":0.06089673315485319},{"text":"That's for free.","start":345.01498,"end":346.235,"sentiment":"neutral","sentiment_score":0.20661735037962595},{"text":"And let me just check the email we sent.","start":346.69498,"end":349.175,"sentiment":"neutral","sentiment_score":0.10276736815770467},{"text":"Just bear with me so I can send it to you while I have you on the line.","start":349.175,"end":352.35,"sentiment":"neutral","sentiment_score":0.1133310194644663}],"sentiment":"neutral","sentiment_score":0.10333367108943917,"num_words":42,"start":338.455,"end":352.35},{"sentences":[{"text":"Okay?","start":352.35,"end":352.85,"sentiment":"neutral","sentiment_score":0.061056241393089294},{"text":"One moment here, please.","start":352.99,"end":354.44998,"sentiment":"neutral","sentiment_score":0.0681826826184988},{"text":"Thank you so much for patiently waiting on the line, mister Bill.","start":442.77,"end":446.21,"sentiment":"positive","sentiment_score":0.56615183254083},{"text":"So I forwarded the email.","start":446.21,"end":449.59,"sentiment":"neutral","sentiment_score":0.19750506281852723},{"text":"Kindly check if you got it.","start":450.115,"end":451.715,"sentiment":"neutral","sentiment_score":0.15482966850201288}],"sentiment":"neutral","sentiment_score":0.32300401026649134,"num_words":28,"start":352.35,"end":451.715},{"sentences":[{"text":"And I agree with you.","start":451.715,"end":453.25497,"sentiment":"neutral","sentiment_score":0.24854794144630432},{"text":"I do see in here that you signed up for twenty four month contract, and Airtel AU, your Internet service provider, provided you a free connection fee.","start":453.555,"end":464.19498,"sentiment":"neutral","sentiment_score":0.05394760450279271},{"text":"However, the new development charges is separate from the connection fee charged by the Internet service provider.","start":464.19498,"end":471.13998,"sentiment":"neutral","sentiment_score":-0.10505781717160169},{"text":"Upon activation of your service, that is the time when NDC is determined by the network provider, which is Linham, and we are instructed by the network to collect this charge on their behalf.","start":471.52,"end":483.74503,"sentiment":"neutral","sentiment_score":-0.048867764499257595},{"text":"So technically, this new development charge is a government fee applied to newly development sites like your apartment.","start":483.74503,"end":492.325,"sentiment":"neutral","sentiment_score":-0.08453278574678633}],"sentiment":"neutral","sentiment_score":-0.02247279207452689,"num_words":101,"start":451.715,"end":492.325},{"sentences":[{"text":"It's cover the installation of the NBN box.","start":492.385,"end":495.24,"sentiment":"neutral","sentiment_score":-0.03866287786513567},{"text":"If you see, like, a a box there, that's it, and it's usually complete at building project.","start":495.24,"end":500.38,"sentiment":"neutral","sentiment_score":-0.024605391108814406},{"text":"So this is collected by the ISP and sent directly to the network, which yours is Linham network.","start":501.0,"end":507.9,"sentiment":"neutral","sentiment_score":-0.0100611447253161},{"text":"No.","start":514.395,"end":514.895,"sentiment":"negative","sentiment_score":-0.39606985449790955},{"text":"It's two things.","start":515.035,"end":516.495,"sentiment":"negative","sentiment_score":-0.3814754784107208}],"sentiment":"neutral","sentiment_score":-0.05211045886290834,"num_words":47,"start":492.385,"end":516.495},{"sentences":[{"text":"So no matter who you go through, you will you need to pay this.","start":516.955,"end":520.795,"sentiment":"neutral","sentiment_score":-0.2978521138429642},{"text":"However, the NVC needs to be paid by the property owner.","start":520.795,"end":528.56,"sentiment":"neutral","sentiment_score":-0.2661276798356663},{"text":"Or if you are a renter, you have to ask your landlord or your property owner, whoever the person owned the apartment, to pay this NDC.","start":529.34,"end":543.185,"sentiment":"neutral","sentiment_score":-0.2829513033995262},{"text":"But if you I understand your point in reference with this.","start":544.525,"end":567.805,"sentiment":"negative","sentiment_score":-0.43201003020459955},{"text":"However, even though you will go through other Internet service provider, they're still asked you to pay this.","start":568.105,"end":576.51,"sentiment":"negative","sentiment_score":-0.4284531656238768}],"sentiment":"negative","sentiment_score":-0.33647919092327355,"num_words":80,"start":516.955,"end":576.51},{"sentences":[{"text":"We we don't make any commission on this.","start":576.91003,"end":580.43,"sentiment":"negative","sentiment_score":-0.4596141539514065},{"text":"It simply pass on.","start":580.43,"end":581.47003,"sentiment":"neutral","sentiment_score":-0.2667972296476364},{"text":"If you would like, you can confirm to the Linham network itself if your NDC is payable to your address.","start":581.47003,"end":589.89,"sentiment":"neutral","sentiment_score":0.0019325384870171546},{"text":"They will confirm it to you directly if you would like to confirm.","start":591.04504,"end":594.42505,"sentiment":"neutral","sentiment_score":-0.021087638460672818},{"text":"To whom you spoke?","start":601.445,"end":602.745,"sentiment":"neutral","sentiment_score":-0.055010098963975906}],"sentiment":"neutral","sentiment_score":-0.10611491992461439,"num_words":49,"start":576.91003,"end":602.745},{"sentences":[{"text":"No.","start":608.73,"end":608.97,"sentiment":"neutral","sentiment_score":-0.2522631585597992},{"text":"Optus is not your network.","start":608.97,"end":611.06995,"sentiment":"neutral","sentiment_score":-0.16235733926296234},{"text":"Your Internet service is under Linham network.","start":611.29,"end":614.18994,"sentiment":"neutral","sentiment_score":-0.03469620618437018},{"text":"So if you would like to confirm about your NDC, you can go ahead and, get a confirmation from a Linham network.","start":614.56995,"end":623.245,"sentiment":"neutral","sentiment_score":-0.005278319236822426},{"text":"K?","start":623.46497,"end":623.94495,"sentiment":"neutral","sentiment_score":-0.036241091787815094}],"sentiment":"neutral","sentiment_score":-0.04053576147675307,"num_words":36,"start":608.73,"end":623.94495},{"sentences":[{"text":"Your Internet service is not obtuse.","start":623.94495,"end":626.125,"sentiment":"neutral","sentiment_score":-0.30457447469234467},{"text":"Mhmm.","start":669.9,"end":670.4,"sentiment":"neutral","sentiment_score":-0.3327064514160156},{"text":"I I do understand your point in reference with this.","start":685.205,"end":689.11005,"sentiment":"neutral","sentiment_score":-0.11419829875230789},{"text":"As I've mentioned, upon activation of your service, that is the time when the NDC is determined by the network provider, Linham.","start":689.11005,"end":696.65,"sentiment":"neutral","sentiment_score":-0.0875996843996373},{"text":"We are just being instructed by the network to collect this charge on their behalf.","start":696.95,"end":701.61005,"sentiment":"neutral","sentiment_score":-0.1883718321720759}],"sentiment":"neutral","sentiment_score":-0.1491649412308578,"num_words":54,"start":623.94495,"end":701.61005},{"sentences":[{"text":"They are the one who hard to terminate the services.","start":702.125,"end":705.505,"sentiment":"neutral","sentiment_score":-0.290041833370924},{"text":"And if I may ask, to whom you to whom that you've spoke before in reference to this before you activated your services?","start":714.55,"end":723.77,"sentiment":"neutral","sentiment_score":-0.14287944494382196},{"text":"Because as I've mentioned, new development charges and connection fee is a two different thing.","start":724.55,"end":731.485,"sentiment":"neutral","sentiment_score":-0.1397965227564176},{"text":"Your connection fee is for free.","start":731.485,"end":733.665,"sentiment":"neutral","sentiment_score":-0.11168788994352023},{"text":"Yes.","start":737.005,"end":737.505,"sentiment":"neutral","sentiment_score":-0.019084591418504715}],"sentiment":"neutral","sentiment_score":-0.16314191526987337,"num_words":55,"start":702.125,"end":737.505},{"sentences":[{"text":"The new development charges is just being identified or determined once the services has been activated to the Linham network.","start":747.05,"end":764.955,"sentiment":"neutral","sentiment_score":-0.09938236195594072},{"text":"Oh, you can go ahead and send us an email if you would like, and then they will go ahead and response to you.","start":766.91504,"end":774.27,"sentiment":"neutral","sentiment_score":-0.13757486858715615},{"text":"Oh, sure.","start":785.615,"end":786.175,"sentiment":"neutral","sentiment_score":0.0017724363133311272},{"text":"Sure.","start":786.175,"end":786.495,"sentiment":"neutral","sentiment_score":0.031664252281188965},{"text":"You go you'll go ahead and receive those email.","start":786.495,"end":789.235,"sentiment":"neutral","sentiment_score":0.0074730320937103694}],"sentiment":"neutral","sentiment_score":-0.09262460127605923,"num_words":56,"start":747.05,"end":789.235},{"sentences":[{"text":"That is right.","start":799.02,"end":799.92004,"sentiment":"neutral","sentiment_score":0.24588943521181741},{"text":"Oh, sure.","start":804.22003,"end":804.78,"sentiment":"neutral","sentiment_score":0.23451320827007294},{"text":"Thank you so much for your time, mister Bill.","start":804.78,"end":807.34,"sentiment":"positive","sentiment_score":0.7510117424858941},{"text":"Have a good one.","start":807.34,"end":808.4,"sentiment":"positive","sentiment_score":0.6998731642961502}],"sentiment":"positive","sentiment_score":0.598071836762958,"num_words":18,"start":799.02,"end":808.4}]}}]},{"alternatives":[{"transcript":"Hello? Yes. That's right. Yeah. Yeah. I'm good. How are you? Alright. Sorry. I I don't understand what you need. Yeah. The Internet yeah. That that's already been activated. We're an owner occupier. Sorry. I these charges that you're talking about, I I I don't understand. Mhmm. Yeah. So is this a connection fee, a first time connection fee? How much is it? How much is the fee? What what you sent who an invoice? Me? So I didn't get it. I didn't get it. For $330. Hang on. It's it's hold on. Are you from Airtel? You tell me where where did you send it? Yeah. And how did you how did you spell Krastevsky? Yes. That's correct. What at outlook dot com. When when I when I called Airtel and I and I committed to a two year contract, they said that if I committed to a two year contract, I wouldn't have to pay a connection fee. It would be absorbed. But if I committed if I committed to month to month or if I committed to a twelve month contract, then I would have to month to month, I'd have to pay the whole connection fee. If I committed to twelve month contract, I'd pay partial connection fee. So I committed to a two year contract. I'll pay no connection fee, and that's what I did. I committed to a no year to a two year contract to no connection fee. Yep. Shouldn't this be paid by the developer of the building? I'm not happy about this. I'm not happy about this. This should have been explained to me when I called Airtel and I signed up for a two year plan. I asked what are the fees and charges. Right? This is your business. You should know your business inside out. This should have been explained to me before I hooked up on a twenty four month plan. This is deceptive, misleading. No. No. That's not. That's that's that's not true. I spoke to Optus before I connected with Airtel, and there was no such fee. It is I spoke to Optus before I connected with Airtel, and there was no such fee. Hang on. You you you you you I know it's not Optus, but I was inquiring with Optus before I hooked up with Airtel because we're with Optus at the previous house. You can't commit me to a twenty four month plan and then tell me and and when I ask you about the fees, you say, this is all the fees are. It's, you know, 79 a month, and we'll we'll pay for this and we'll pay for that. You can't commit me to that and then say afterwards, by the way, there's another $330 fee. I'm not happy about that. Now I need I wanna speak with your manager. That's misleading. You should have told me when I first rang up to commit to twenty four months, it should have been explained that I I'd be up for a $330 connection fee because this is a new building or whatever. That was never I asked for all the fees and charges. That was never explained. You're telling me now after I've signed up for two years. That's misleading. That's deceptive, and I'm not gonna have a bar of it. Hey. What what what what yeah. You're you're just saying the same thing. You're just reading the script, and you're telling me the same thing every time. You sound like a broken down record. Do you You're you're you're from Airtel. Yeah? Okay. When I called Airtel, why didn't the person say to me to tell me about this fee? Why? We're not getting anywhere. You're just we're just going around in circles. Can I speak can you get your your manager to email me, please? No. No. I'm not I'm not no. I'm not sending you anything. I'm not sending you anything. You've got my email address. Can you get your manager to send me their name, contact number, and email address, please? Okay. So you're gonna send me your manager's name, contact phone number, and email address. Are you? Okay. Alright. I'll wait for that email, and then I'll take it from there. Alright. Thank you. Thank you. You too. 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Yes. That's right. Yeah. Yeah.\n\nI'm good. How are you? Alright. Sorry. I I don't understand what you need.\n\nYeah. The Internet yeah. That that's already been activated. We're an owner occupier. Sorry.\n\nI these charges that you're talking about, I I I don't understand. Mhmm. Yeah. So is this a connection fee, a first time connection fee? How much is it?\n\nHow much is the fee? What what you sent who an invoice? Me? So I didn't get it. I didn't get it.\n\nFor $330. Hang on. It's it's hold on. Are you from Airtel? You tell me where where did you send it?\n\nYeah. And how did you how did you spell Krastevsky? Yes. That's correct. What at outlook dot com.\n\nWhen when I when I called Airtel and I and I committed to a two year contract, they said that if I committed to a two year contract, I wouldn't have to pay a connection fee. It would be absorbed. But if I committed if I committed to month to month or if I committed to a twelve month contract, then I would have to month to month, I'd have to pay the whole connection fee. If I committed to twelve month contract, I'd pay partial connection fee. So I committed to a two year contract.\n\nI'll pay no connection fee, and that's what I did. I committed to a no year to a two year contract to no connection fee. Yep. Shouldn't this be paid by the developer of the building? I'm not happy about this.\n\nI'm not happy about this. This should have been explained to me when I called Airtel and I signed up for a two year plan. I asked what are the fees and charges. Right? This is your business.\n\nYou should know your business inside out. This should have been explained to me before I hooked up on a twenty four month plan. This is deceptive, misleading. No. No.\n\nThat's not. That's that's that's not true. I spoke to Optus before I connected with Airtel, and there was no such fee. It is I spoke to Optus before I connected with Airtel, and there was no such fee. Hang on.\n\nYou you you you you I know it's not Optus, but I was inquiring with Optus before I hooked up with Airtel because we're with Optus at the previous house. You can't commit me to a twenty four month plan and then tell me and and when I ask you about the fees, you say, this is all the fees are. It's, you know, 79 a month, and we'll we'll pay for this and we'll pay for that. You can't commit me to that and then say afterwards, by the way, there's another $330 fee. I'm not happy about that.\n\nNow I need I wanna speak with your manager. That's misleading. You should have told me when I first rang up to commit to twenty four months, it should have been explained that I I'd be up for a $330 connection fee because this is a new building or whatever. That was never I asked for all the fees and charges. That was never explained.\n\nYou're telling me now after I've signed up for two years. That's misleading. That's deceptive, and I'm not gonna have a bar of it. Hey. What what what what yeah.\n\nYou're you're just saying the same thing. You're just reading the script, and you're telling me the same thing every time. You sound like a broken down record. Do you You're you're you're from Airtel. Yeah?\n\nOkay. When I called Airtel, why didn't the person say to me to tell me about this fee? Why? We're not getting anywhere. You're just we're just going around in circles.\n\nCan I speak can you get your your manager to email me, please? No. No. I'm not I'm not no. I'm not sending you anything.\n\nI'm not sending you anything. You've got my email address. Can you get your manager to send me their name, contact number, and email address, please? Okay. So you're gonna send me your manager's name, contact phone number, and email address.\n\nAre you? Okay. Alright. I'll wait for that email, and then I'll take it from there. Alright.\n\nThank you. Thank you. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":1.1999999,"end":1.6999999,"sentiment":"neutral","sentiment_score":0.027376823127269745},{"text":"Yes.","start":12.0,"end":12.32,"sentiment":"neutral","sentiment_score":0.11170539259910583},{"text":"That's right.","start":12.32,"end":12.96,"sentiment":"neutral","sentiment_score":0.16036547720432281},{"text":"Yeah.","start":12.96,"end":13.395,"sentiment":"neutral","sentiment_score":0.17631231248378754},{"text":"Yeah.","start":13.875,"end":14.375,"sentiment":"neutral","sentiment_score":0.243263378739357}],"sentiment":"neutral","sentiment_score":0.14656481022636095,"num_words":6,"start":1.1999999,"end":14.375},{"sentences":[{"text":"I'm good.","start":15.715,"end":16.115,"sentiment":"positive","sentiment_score":0.48223958909511566},{"text":"How are you?","start":16.115,"end":16.855,"sentiment":"positive","sentiment_score":0.3476241131623586},{"text":"Alright.","start":22.435001,"end":22.935001,"sentiment":"neutral","sentiment_score":0.1489298939704895},{"text":"Sorry.","start":46.985,"end":47.305,"sentiment":"neutral","sentiment_score":-0.2959255576133728},{"text":"I I don't understand what you need.","start":47.305,"end":49.245,"sentiment":"negative","sentiment_score":-0.4159830127443586}],"sentiment":"neutral","sentiment_score":-0.07510894536972046,"num_words":14,"start":15.715,"end":49.245},{"sentences":[{"text":"Yeah.","start":62.33,"end":62.57,"sentiment":"neutral","sentiment_score":0.012690460309386252},{"text":"The Internet yeah.","start":62.57,"end":64.73,"sentiment":"neutral","sentiment_score":0.018000931789477665},{"text":"That that's already been activated.","start":64.73,"end":66.51,"sentiment":"neutral","sentiment_score":0.03995745033025742},{"text":"We're an owner occupier.","start":93.200005,"end":94.58,"sentiment":"neutral","sentiment_score":-0.0681289155036211},{"text":"Sorry.","start":99.295006,"end":99.695,"sentiment":"neutral","sentiment_score":-0.2058030664920807}],"sentiment":"neutral","sentiment_score":-0.015131301512675626,"num_words":14,"start":62.33,"end":99.695},{"sentences":[{"text":"I these charges that you're talking about, I I I don't understand.","start":99.695,"end":103.955,"sentiment":"neutral","sentiment_score":-0.27202682942152023},{"text":"Mhmm.","start":111.615005,"end":112.115005,"sentiment":"neutral","sentiment_score":-0.0342533253133297},{"text":"Yeah.","start":116.76,"end":117.26,"sentiment":"neutral","sentiment_score":0.0016164015978574753},{"text":"So is this a connection fee, a first time connection fee?","start":181.97,"end":185.145,"sentiment":"neutral","sentiment_score":-0.04669809070500461},{"text":"How much is it?","start":219.695,"end":220.575,"sentiment":"neutral","sentiment_score":-0.010923281777650118}],"sentiment":"neutral","sentiment_score":-0.13290796557377124,"num_words":29,"start":99.695,"end":220.575},{"sentences":[{"text":"How much is the fee?","start":220.575,"end":221.955,"sentiment":"neutral","sentiment_score":-0.013580180704593658},{"text":"What what you sent who an invoice?","start":233.98,"end":236.88,"sentiment":"neutral","sentiment_score":-0.016972193627485206},{"text":"Me?","start":236.94,"end":237.44,"sentiment":"neutral","sentiment_score":-0.0061157504096627235},{"text":"So I didn't get it.","start":242.315,"end":243.515,"sentiment":"neutral","sentiment_score":-0.2956273168325424},{"text":"I didn't get it.","start":243.515,"end":244.315,"sentiment":"negative","sentiment_score":-0.33516300469636917}],"sentiment":"neutral","sentiment_score":-0.13689139146696438,"num_words":22,"start":220.575,"end":244.315},{"sentences":[{"text":"For $330.","start":244.315,"end":245.99501,"sentiment":"neutral","sentiment_score":-0.07689373940229416},{"text":"Hang on.","start":245.99501,"end":246.315,"sentiment":"neutral","sentiment_score":-0.10222616791725159},{"text":"It's it's hold on.","start":246.315,"end":248.395,"sentiment":"neutral","sentiment_score":-0.07715432904660702},{"text":"Are you from Airtel?","start":248.395,"end":249.535,"sentiment":"neutral","sentiment_score":-0.03947604168206453},{"text":"You tell me where where did you send it?","start":267.025,"end":269.445,"sentiment":"neutral","sentiment_score":-0.0515172698845466}],"sentiment":"neutral","sentiment_score":-0.06135317745308081,"num_words":21,"start":244.315,"end":269.445},{"sentences":[{"text":"Yeah.","start":280.34,"end":280.58002,"sentiment":"neutral","sentiment_score":0.023930447176098824},{"text":"And how did you how did you spell Krastevsky?","start":280.58002,"end":283.4,"sentiment":"neutral","sentiment_score":0.014115796941849921},{"text":"Yes.","start":290.58002,"end":290.98,"sentiment":"neutral","sentiment_score":0.07706736028194427},{"text":"That's correct.","start":290.98,"end":291.72,"sentiment":"neutral","sentiment_score":0.11177187412977219},{"text":"What at outlook dot com.","start":292.545,"end":297.92502,"sentiment":"neutral","sentiment_score":0.03985632508993149}],"sentiment":"neutral","sentiment_score":0.036159186313549675,"num_words":18,"start":280.34,"end":297.92502},{"sentences":[{"text":"When when I when I called Airtel and I and I committed to a two year contract, they said that if I committed to a two year contract, I wouldn't have to pay a connection fee.","start":298.225,"end":310.98,"sentiment":"neutral","sentiment_score":-0.0517283515073359},{"text":"It would be absorbed.","start":310.98,"end":312.04,"sentiment":"neutral","sentiment_score":-0.03207826428115368},{"text":"But if I committed if I committed to month to month or if I committed to a twelve month contract, then I would have to month to month, I'd have to pay the whole connection fee.","start":312.98,"end":323.755,"sentiment":"neutral","sentiment_score":-0.17753958991832203},{"text":"If I committed to twelve month contract, I'd pay partial connection fee.","start":323.755,"end":328.075,"sentiment":"neutral","sentiment_score":-0.10206308402121067},{"text":"So I committed to a two year contract.","start":328.075,"end":329.995,"sentiment":"neutral","sentiment_score":-0.05185398459434509}],"sentiment":"neutral","sentiment_score":-0.10439112326518322,"num_words":96,"start":298.225,"end":329.995},{"sentences":[{"text":"I'll pay no connection fee, and that's what I did.","start":329.995,"end":332.39502,"sentiment":"neutral","sentiment_score":-0.04087283322587609},{"text":"I committed to a no year to a two year contract to no connection fee.","start":332.39502,"end":339.95,"sentiment":"neutral","sentiment_score":-0.10684459706147512},{"text":"Yep.","start":446.86,"end":447.36,"sentiment":"neutral","sentiment_score":0.19770219922065735},{"text":"Shouldn't this be paid by the developer of the building?","start":509.46,"end":512.44,"sentiment":"neutral","sentiment_score":-0.0686152309179306},{"text":"I'm not happy about this.","start":544.115,"end":545.475,"sentiment":"negative","sentiment_score":-0.6665597677230835}],"sentiment":"neutral","sentiment_score":-0.14225966431109643,"num_words":41,"start":329.995,"end":545.475},{"sentences":[{"text":"I'm not happy about this.","start":545.475,"end":546.595,"sentiment":"negative","sentiment_score":-0.6382474958896637},{"text":"This should have been explained to me when I called Airtel and I signed up for a two year plan.","start":546.595,"end":551.01495,"sentiment":"neutral","sentiment_score":-0.03687280435115099},{"text":"I asked what are the fees and 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misleading.","start":561.35,"end":563.20996,"sentiment":"negative","sentiment_score":-0.8944169878959656},{"text":"No.","start":578.145,"end":578.645,"sentiment":"negative","sentiment_score":-0.5473617315292358},{"text":"No.","start":579.185,"end":579.34503,"sentiment":"negative","sentiment_score":-0.5315344333648682}],"sentiment":"neutral","sentiment_score":-0.33050085591773193,"num_words":30,"start":554.595,"end":579.34503},{"sentences":[{"text":"That's not.","start":579.34503,"end":580.245,"sentiment":"negative","sentiment_score":-0.5410527288913727},{"text":"That's that's that's not true.","start":591.71,"end":595.995,"sentiment":"neutral","sentiment_score":-0.2474326927214861},{"text":"I spoke to Optus before I connected with Airtel, and there was no such fee.","start":595.995,"end":600.33496,"sentiment":"neutral","sentiment_score":-0.1203976442416509},{"text":"It is I spoke to Optus before I connected with Airtel, and there was no such fee.","start":601.195,"end":607.77496,"sentiment":"neutral","sentiment_score":-0.08079296964056351},{"text":"Hang on.","start":616.83997,"end":623.17,"sentiment":"neutral","sentiment_score":0.008767500519752502}],"sentiment":"neutral","sentiment_score":-0.1336872943381711,"num_words":41,"start":579.34503,"end":623.17},{"sentences":[{"text":"You you you you you I know it's not Optus, but I was inquiring with Optus before I hooked up with Airtel because we're with Optus at the previous house.","start":623.17,"end":634.55505,"sentiment":"neutral","sentiment_score":-0.1589308240140478},{"text":"You can't commit me to a twenty four month plan and then tell me and and when I ask you about the fees, you say, this is all the fees are.","start":634.85504,"end":642.98,"sentiment":"negative","sentiment_score":-0.47954627294694224},{"text":"It's, you know, 79 a month, and we'll we'll pay for this and we'll pay for that.","start":642.98,"end":647.38,"sentiment":"negative","sentiment_score":-0.46013835247825174},{"text":"You can't commit me to that and then say afterwards, by the way, there's another $330 fee.","start":647.38,"end":653.595,"sentiment":"negative","sentiment_score":-0.5167866366751054},{"text":"I'm not happy about that.","start":653.595,"end":654.71497,"sentiment":"negative","sentiment_score":-0.8746739864349365}],"sentiment":"negative","sentiment_score":-0.40614953929558395,"num_words":100,"start":623.17,"end":654.71497},{"sentences":[{"text":"Now I need I wanna speak with your manager.","start":654.71497,"end":656.735,"sentiment":"negative","sentiment_score":-0.6093281507492065},{"text":"That's misleading.","start":657.035,"end":657.855,"sentiment":"negative","sentiment_score":-0.5088405385613441},{"text":"You should have told me when I first rang up to commit to twenty four months, it should have been explained that I I'd be up for a $330 connection fee because this is a new building or whatever.","start":658.795,"end":671.94995,"sentiment":"negative","sentiment_score":-0.3698344696790744},{"text":"That was never I asked for all the fees and charges.","start":672.00995,"end":674.91,"sentiment":"negative","sentiment_score":-0.5821619873697107},{"text":"That was never explained.","start":675.05,"end":676.35,"sentiment":"negative","sentiment_score":-0.5535108149051666}],"sentiment":"negative","sentiment_score":-0.4545077518774913,"num_words":65,"start":654.71497,"end":676.35},{"sentences":[{"text":"You're telling me now after I've signed up for two years.","start":676.58496,"end":679.885,"sentiment":"negative","sentiment_score":-0.5737694203853607},{"text":"That's misleading.","start":680.02496,"end":680.925,"sentiment":"negative","sentiment_score":-0.8689140677452087},{"text":"That's deceptive, and I'm not gonna have a bar of it.","start":681.225,"end":684.605,"sentiment":"negative","sentiment_score":-0.768515711480921},{"text":"Hey.","start":702.665,"end":703.14496,"sentiment":"neutral","sentiment_score":-0.1520238071680069},{"text":"What what what what yeah.","start":703.14496,"end":705.94495,"sentiment":"negative","sentiment_score":-0.3778206825256348}],"sentiment":"negative","sentiment_score":-0.6181363935271899,"num_words":30,"start":676.58496,"end":705.94495},{"sentences":[{"text":"You're you're just saying the same thing.","start":705.94495,"end":707.785,"sentiment":"neutral","sentiment_score":-0.2771614747388022},{"text":"You're just reading the script, and you're telling me the same thing every time.","start":707.785,"end":711.94495,"sentiment":"negative","sentiment_score":-0.406939372420311},{"text":"You sound like a broken down record.","start":711.94495,"end":714.285,"sentiment":"negative","sentiment_score":-0.6572421704019819},{"text":"Do you You're you're you're from Airtel.","start":719.43,"end":735.995,"sentiment":"neutral","sentiment_score":-0.061851702098335536},{"text":"Yeah?","start":736.055,"end":736.555,"sentiment":"neutral","sentiment_score":-0.02780204638838768}],"sentiment":"negative","sentiment_score":-0.3527427969707383,"num_words":36,"start":705.94495,"end":736.555},{"sentences":[{"text":"Okay.","start":738.21497,"end":738.71497,"sentiment":"neutral","sentiment_score":-0.037921108305454254},{"text":"When I called Airtel, why didn't the person say to me to tell me about this fee?","start":738.855,"end":744.15,"sentiment":"neutral","sentiment_score":-0.1900793739101466},{"text":"Why?","start":744.21,"end":744.71,"sentiment":"neutral","sentiment_score":-0.1268882155418396},{"text":"We're not getting anywhere.","start":759.13495,"end":760.255,"sentiment":"negative","sentiment_score":-0.4457089826464653},{"text":"You're just we're just going around in circles.","start":760.255,"end":762.175,"sentiment":"negative","sentiment_score":-0.3586705569177866}],"sentiment":"neutral","sentiment_score":-0.2596244860079981,"num_words":31,"start":738.21497,"end":762.175},{"sentences":[{"text":"Can I speak can you get your your manager to email me, please?","start":762.175,"end":765.875,"sentiment":"neutral","sentiment_score":-0.04461566903270208},{"text":"No.","start":771.86,"end":772.02,"sentiment":"neutral","sentiment_score":-0.16816484928131104},{"text":"No.","start":772.02,"end":772.26,"sentiment":"neutral","sentiment_score":-0.3066263496875763},{"text":"I'm not I'm not no.","start":772.26,"end":773.45996,"sentiment":"negative","sentiment_score":-0.33356486558914183},{"text":"I'm not sending you anything.","start":773.45996,"end":774.83997,"sentiment":"negative","sentiment_score":-0.3898476541042328}],"sentiment":"neutral","sentiment_score":-0.1868742997944355,"num_words":25,"start":762.175,"end":774.83997},{"sentences":[{"text":"I'm not sending you anything.","start":775.06,"end":776.26,"sentiment":"negative","sentiment_score":-0.4450270652770996},{"text":"You've got my email address.","start":776.26,"end":777.88,"sentiment":"neutral","sentiment_score":-0.21596696972846985},{"text":"Can you get your manager to send me their name, contact number, and email address, please?","start":778.26,"end":784.615,"sentiment":"neutral","sentiment_score":-0.09412864549085498},{"text":"Okay.","start":790.115,"end":790.515,"sentiment":"neutral","sentiment_score":-0.004187240265309811},{"text":"So you're gonna send me your manager's name, contact phone number, and email address.","start":790.515,"end":796.79004,"sentiment":"neutral","sentiment_score":0.09015162608453206}],"sentiment":"neutral","sentiment_score":-0.08666080434057044,"num_words":41,"start":775.06,"end":796.79004},{"sentences":[{"text":"Are you?","start":796.85004,"end":797.59,"sentiment":"neutral","sentiment_score":0.050613248720765114},{"text":"Okay.","start":800.21,"end":800.69,"sentiment":"neutral","sentiment_score":0.12930747866630554},{"text":"Alright.","start":800.69,"end":801.09,"sentiment":"neutral","sentiment_score":0.13074716925621033},{"text":"I'll wait for that email, and then I'll take it from there.","start":801.09,"end":803.91003,"sentiment":"neutral","sentiment_score":0.12643426284193993},{"text":"Alright.","start":806.93,"end":807.33,"sentiment":"positive","sentiment_score":0.585100531578064}],"sentiment":"neutral","sentiment_score":0.14491722535561113,"num_words":17,"start":796.85004,"end":807.33},{"sentences":[{"text":"Thank you.","start":807.33,"end":807.89,"sentiment":"positive","sentiment_score":0.6748796701431274},{"text":"Thank you.","start":807.89,"end":808.53,"sentiment":"positive","sentiment_score":0.6876316070556641},{"text":"You too.","start":808.53,"end":809.17004,"sentiment":"positive","sentiment_score":0.46237967908382416},{"text":"Bye.","start":809.17004,"end":809.67004,"sentiment":"neutral","sentiment_score":-0.0968129262328148}],"sentiment":"positive","sentiment_score":0.5075669980474881,"num_words":7,"start":807.33,"end":809.67004}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello?\n\nChannel 0: Hi. Good afternoon. This is Airtel accounts, your Internet service provider. Am I speaking to mister Bill Hirstovski?\n\nChannel 1: Yes. That's right. Yeah.\n\nChannel 0: Hi. How\n\nChannel 1: Yeah.\n\nChannel 0: are you today?\n\nChannel 1: I'm good. How are you?\n\nChannel 0: That's great to hear. I'm good. Thank you so much for answering my phone call. Mister Bill,\n\nChannel 1: Alright.\n\nChannel 0: I just wanted to confirm if you received our email last Monday in reference to the new development charge invoice associated to your address that's the Internet service activated because it's due today, and we're just needing to get any update with the settlement.\n\nChannel 1: Sorry. I I don't understand what you need.\n\nChannel 0: Alright. Mister Bill, isn't it you activated a Internet service to your premises in Unit 107 in Campus Town. Internet services\n\nChannel 1: Yeah.\n\nChannel 0: from\n\nChannel 1: The Internet\n\nChannel 0: Airtel AU. Yes.\n\nChannel 1: yeah. That that's already been activated.\n\nChannel 0: That is right. And then on our end here, there is a mandatory fee that applies when the premises is being connected to the Internet service for the first time in accordance with Australian government. So if I may ask, are you a tenant or an owner of your apartment or of your premises?\n\nChannel 1: We're an owner occupier.\n\nChannel 0: I'm sorry. You cut up. What is that again?\n\nChannel 1: Sorry. I these charges that you're talking about, I I I don't understand.\n\nChannel 0: Okay. In Australia, when we activate a Internet service,\n\nChannel 1: Mhmm.\n\nChannel 0: there is a separate separate network serviceable. So it\n\nChannel 1: Yeah.\n\nChannel 0: just so happen your service is under and serviceable to a Linham network. And once the service has been activated, they will identify if this specific address is the first time connecting to a Internet services. If they confirm that, the applicable mandated new development charges will be applied to the account. And then it's two things. If you are a tenant, you have to coordinate and forward the NDC invoice to the property owner or to your landlord, real estate manager, whoever the person is in charge to your apartment that you are renting with.\n\nHowever, if you are the owner of the property, owner of the apartment, owner of the house, the settlement of this new development charges lies to your responsibility.\n\nChannel 1: So is this a connection fee, a first time connection fee?\n\nChannel 0: Actually, it's it's different for a connection fee because we provided you a free connection. This is a new development charges that applies by the Linham network. Like, the when they've made this apartment or premises, they set up all the necessary thing for you to get connected to the services. So whoever that's the first time activating and connecting to the service, the NDC is mandated to apply and to be settled.\n\nChannel 1: How much is it? How much is the fee?\n\nChannel 0: The one that we sent to you last Monday, $330. We sent you the invoice August 3. Yeah. August\n\nChannel 1: What what\n\nChannel 0: '3.\n\nChannel 1: you sent who an invoice? Me?\n\nChannel 0: Yes. To your email address. Would you mind checking if you got it?\n\nChannel 1: So I didn't get it. I didn't get it. For $330. Hang on. It's it's hold on.\n\nAre you from Airtel?\n\nChannel 0: Yes. From Airtel. And the email came from accounts department, melissa@airtel.net.au. But if you did not receive it, kindly verify your email, and then I can resend the the email while I have you on the line.\n\nChannel 1: You tell me where where did you send it?\n\nChannel 0: I sent to your email we have in record, b like boy, dot, and then your last name, hirostevsky@outlook.com.\n\nChannel 1: Yeah. And\n\nChannel 0: Is your\n\nChannel 1: how did you how did you spell Krastevsky?\n\nChannel 0: it's h r I s t o, v like Victor, s k I.\n\nChannel 1: Yes. That's correct. What\n\nChannel 0: And your email is outlook dot com. Right?\n\nChannel 1: at outlook dot com. When\n\nChannel 0: Okay.\n\nChannel 1: when I when I called Airtel and I and I committed to a two year contract, they said that if I committed to a two year contract, I wouldn't have to pay a connection fee. It would be absorbed. But\n\nChannel 0: I\n\nChannel 1: if\n\nChannel 0: understand.\n\nChannel 1: I committed if I committed to month to month or if I committed to a twelve month contract, then I would have to month to month, I'd have to pay the whole connection fee. If I committed to twelve month contract, I'd pay partial connection fee. So I committed to a two year contract. I'll pay no connection fee, and that's what I did. I committed to a no year to a two year contract to no connection\n\nChannel 0: I understand. You are correct.\n\nChannel 1: fee.\n\nChannel 0: There is no connection fee applied to your activation. That's for free. And let me just check the email we sent. Just bear with me so I can send it to you while I have you on the line. Okay?\n\nOne moment here, please. Thank you so much for patiently waiting on the line, mister Bill. So\n\nChannel 1: Yep.\n\nChannel 0: I forwarded the email. Kindly check if you got it. And I agree with you. I do see in here that you signed up for twenty four month contract, and Airtel AU, your Internet service provider, provided you a free connection fee. However, the new development charges is separate from the connection fee charged by the Internet service provider.\n\nUpon activation of your service, that is the time when NDC is determined by the network provider, which is Linham, and we are instructed by the network to collect this charge on their behalf. So technically, this new development charge is a government fee applied to newly development sites like your apartment. It's cover the installation of the NBN box. If you see, like, a a box there, that's it, and it's usually complete at building project. So this is collected by the ISP and sent directly to the network, which yours is Linham network.\n\nChannel 1: Shouldn't this be paid by the developer of the building?\n\nChannel 0: No. It's two things. So no matter who you go through, you will you need to pay this. However, the NVC needs to be paid by the property owner. Or if you are a renter, you have to ask your landlord or your property owner, whoever the person owned the apartment, to pay this NDC.\n\nChannel 1: I'm not happy\n\nChannel 0: But if\n\nChannel 1: about\n\nChannel 0: you\n\nChannel 1: this. I'm not happy about this. This should have been explained to me when I called Airtel and I signed up for a two year plan. I asked what are the fees and charges. Right?\n\nThis is your business. You should know your business inside out. This should have been explained to me before I hooked up on a twenty four month plan. This is deceptive, misleading.\n\nChannel 0: I understand your point in reference with this. However, even though you will go through other Internet service provider, they're still asked you to pay this. We we don't\n\nChannel 1: No.\n\nChannel 0: make any\n\nChannel 1: No. That's\n\nChannel 0: commission\n\nChannel 1: not.\n\nChannel 0: on this. It simply pass on. If you would like, you can confirm to the Linham network itself if your NDC is payable to your address. They will confirm\n\nChannel 1: That's\n\nChannel 0: it to you directly if you would like\n\nChannel 1: that's\n\nChannel 0: to confirm.\n\nChannel 1: that's not true. I spoke to Optus before I connected with Airtel, and there was no such fee. It is\n\nChannel 0: To whom you spoke?\n\nChannel 1: I spoke to Optus before I connected with Airtel, and there was no such fee.\n\nChannel 0: No. Optus is not your network. Your Internet service is under Linham network. So if you would like to confirm about\n\nChannel 1: Hang\n\nChannel 0: your NDC, you can go ahead and, get a confirmation from a Linham network.\n\nChannel 1: on. You\n\nChannel 0: K?\n\nChannel 1: you\n\nChannel 0: Your Internet service is not obtuse.\n\nChannel 1: you you you I know it's not Optus, but I was inquiring with Optus before I hooked up with Airtel because we're with Optus at the previous house. You can't commit me to a twenty four month plan and then tell me and and when I ask you about the fees, you say, this is all the fees are. It's, you know, 79 a month, and we'll we'll pay for this and we'll pay for that. You can't commit me to that and then say afterwards, by the way, there's another $330 fee. I'm not happy about that.\n\nNow I need I wanna speak with your manager. That's misleading. You should have told me when I first rang up to commit to twenty four months, it should have been explained that I I'd be up for a $330 connection fee because\n\nChannel 0: Mhmm.\n\nChannel 1: this is a new building or whatever. That was never I asked for all the fees and charges. That was never explained. You're telling me now after I've signed up for two years. That's misleading.\n\nThat's deceptive, and I'm not gonna have a bar of it.\n\nChannel 0: I I do understand your point in reference with this. As I've mentioned, upon activation of your service, that is the time when the NDC is determined by the network provider, Linham. We are just being instructed by the network to collect this charge on their behalf. They are the\n\nChannel 1: Hey.\n\nChannel 0: one who\n\nChannel 1: What what\n\nChannel 0: hard\n\nChannel 1: what\n\nChannel 0: to terminate the\n\nChannel 1: what\n\nChannel 0: services.\n\nChannel 1: yeah. You're you're just saying the same thing. You're just reading the script, and you're telling me the same thing every time. You sound like a broken down record.\n\nChannel 0: And if I may ask, to whom you to whom that you've spoke\n\nChannel 1: Do\n\nChannel 0: before in reference to this before you activated your services?\n\nChannel 1: you\n\nChannel 0: Because as I've mentioned, new development charges and connection fee is a two different thing. Your connection fee is for free.\n\nChannel 1: You're you're you're from Airtel. Yeah?\n\nChannel 0: Yes.\n\nChannel 1: Okay. When I called Airtel, why didn't the person say to me to tell me about this fee? Why?\n\nChannel 0: The new development charges is just being identified or determined once the services has been activated to\n\nChannel 1: We're not getting\n\nChannel 0: the\n\nChannel 1: anywhere. You're just we're just going around in circles.\n\nChannel 0: Linham\n\nChannel 1: Can I speak can you get your your manager\n\nChannel 0: network.\n\nChannel 1: to email me, please?\n\nChannel 0: Oh, you can go ahead and send us an email if you would like, and then\n\nChannel 1: No.\n\nChannel 0: they\n\nChannel 1: No.\n\nChannel 0: will\n\nChannel 1: I'm\n\nChannel 0: go\n\nChannel 1: not\n\nChannel 0: ahead\n\nChannel 1: I'm\n\nChannel 0: and\n\nChannel 1: not\n\nChannel 0: response\n\nChannel 1: no. I'm\n\nChannel 0: to\n\nChannel 1: not\n\nChannel 0: you.\n\nChannel 1: sending you anything. I'm not sending you anything. You've got my email address. Can you get your manager to send me their name, contact number, and email address, please?\n\nChannel 0: Oh, sure. Sure. You go you'll go ahead and receive those email.\n\nChannel 1: Okay. So you're gonna send me your manager's name, contact phone number, and email address. Are you?\n\nChannel 0: That is right.\n\nChannel 1: Okay. Alright. I'll wait for that email, and then I'll take it from there.\n\nChannel 0: Oh, sure. Thank you so much for your time, mister\n\nChannel 1: Alright.\n\nChannel 0: Bill.\n\nChannel 1: Thank\n\nChannel 0: Have a\n\nChannel 1: you.\n\nChannel 0: good\n\nChannel 1: Thank\n\nChannel 0: one.\n\nChannel 1: you. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":1.1999999,"end":1.6999999,"sentiment":"neutral","sentiment_score":0.027376823127269745}],"sentiment":"neutral","sentiment_score":0.027376823127269745,"channel":1,"num_words":1,"start":1.1999999,"end":1.6999999},{"sentences":[{"text":"Hi.","start":2.6399999,"end":2.96,"sentiment":"neutral","sentiment_score":0.10764230042696},{"text":"Good afternoon.","start":2.96,"end":3.78,"sentiment":"neutral","sentiment_score":0.2503879964351654},{"text":"This is Airtel accounts, your Internet service provider.","start":4.0,"end":7.7,"sentiment":"neutral","sentiment_score":0.09372326545417309},{"text":"Am I speaking to mister Bill Hirstovski?","start":8.08,"end":10.42,"sentiment":"neutral","sentiment_score":0.05235299893787929}],"sentiment":"neutral","sentiment_score":0.09581530052754614,"channel":0,"num_words":18,"start":2.6399999,"end":10.42},{"sentences":[{"text":"Yes.","start":12.0,"end":12.32,"sentiment":"neutral","sentiment_score":0.11170539259910583},{"text":"That's right.","start":12.32,"end":12.96,"sentiment":"neutral","sentiment_score":0.16036547720432281},{"text":"Yeah.","start":12.96,"end":13.395,"sentiment":"neutral","sentiment_score":0.17631231248378754}],"sentiment":"neutral","sentiment_score":0.15218716487288475,"channel":1,"num_words":4,"start":12.0,"end":13.395},{"sentences":[{"text":"Hi.","start":13.36,"end":13.679999,"sentiment":"neutral","sentiment_score":0.2123952358961105},{"text":"How","start":13.679999,"end":13.92,"sentiment":"neutral","sentiment_score":0.2335592210292816}],"sentiment":"neutral","sentiment_score":0.22297722846269605,"channel":0,"num_words":2,"start":13.36,"end":13.92},{"sentences":[{"text":"Yeah.","start":13.875,"end":14.375,"sentiment":"neutral","sentiment_score":0.243263378739357}],"sentiment":"neutral","sentiment_score":0.243263378739357,"channel":1,"num_words":1,"start":13.875,"end":14.375},{"sentences":[{"text":"are you today?","start":13.92,"end":14.82,"sentiment":"neutral","sentiment_score":0.24279260635375977}],"sentiment":"neutral","sentiment_score":0.24279260635375977,"channel":0,"num_words":3,"start":13.92,"end":14.82},{"sentences":[{"text":"I'm good.","start":15.715,"end":16.115,"sentiment":"positive","sentiment_score":0.48223958909511566},{"text":"How are you?","start":16.115,"end":16.855,"sentiment":"positive","sentiment_score":0.3476241131623586}],"sentiment":"positive","sentiment_score":0.4014703035354614,"channel":1,"num_words":5,"start":15.715,"end":16.855},{"sentences":[{"text":"That's great to hear.","start":17.015,"end":18.055,"sentiment":"positive","sentiment_score":0.7070785313844681},{"text":"I'm good.","start":18.055,"end":18.775,"sentiment":"positive","sentiment_score":0.6552659869194031},{"text":"Thank you so much for answering my phone call.","start":18.775,"end":21.355,"sentiment":"positive","sentiment_score":0.7286787629127502},{"text":"Mister Bill,","start":21.655,"end":22.455,"sentiment":"neutral","sentiment_score":0.12965811789035797}],"sentiment":"positive","sentiment_score":0.6444865412571851,"channel":0,"num_words":17,"start":17.015,"end":22.455},{"sentences":[{"text":"Alright.","start":22.435001,"end":22.935001,"sentiment":"neutral","sentiment_score":0.1489298939704895}],"sentiment":"neutral","sentiment_score":0.1489298939704895,"channel":1,"num_words":1,"start":22.435001,"end":22.935001},{"sentences":[{"text":"I just wanted to confirm if you received our email last Monday in reference to the new development charge invoice associated to your address that's the Internet service activated because it's due today, and we're just needing to get any update with the settlement.","start":22.455,"end":41.989998,"sentiment":"neutral","sentiment_score":0.05370360350405628}],"sentiment":"neutral","sentiment_score":0.05370360350405628,"channel":0,"num_words":44,"start":22.455,"end":41.989998},{"sentences":[{"text":"Sorry.","start":46.985,"end":47.305,"sentiment":"neutral","sentiment_score":-0.2959255576133728},{"text":"I I don't understand what you need.","start":47.305,"end":49.245,"sentiment":"negative","sentiment_score":-0.4159830127443586}],"sentiment":"negative","sentiment_score":-0.4009758308529854,"channel":1,"num_words":8,"start":46.985,"end":49.245},{"sentences":[{"text":"Alright.","start":49.845,"end":50.345,"sentiment":"neutral","sentiment_score":-0.04599694907665253},{"text":"Mister Bill, isn't it you activated a Internet service to your premises in Unit 107 in Campus Town.","start":50.485,"end":59.5,"sentiment":"neutral","sentiment_score":-0.030233980156481266},{"text":"Internet services","start":60.12,"end":61.34,"sentiment":"neutral","sentiment_score":0.0025786650367081165}],"sentiment":"neutral","sentiment_score":-0.02785958389618567,"channel":0,"num_words":21,"start":49.845,"end":61.34},{"sentences":[{"text":"Yeah.","start":62.33,"end":62.57,"sentiment":"neutral","sentiment_score":0.012690460309386252}],"sentiment":"neutral","sentiment_score":0.012690460309386252,"channel":1,"num_words":1,"start":62.33,"end":62.57},{"sentences":[{"text":"from","start":62.36,"end":62.76,"sentiment":"neutral","sentiment_score":0.007367775775492191}],"sentiment":"neutral","sentiment_score":0.007367775775492191,"channel":0,"num_words":1,"start":62.36,"end":62.76},{"sentences":[{"text":"The Internet","start":62.57,"end":62.89,"sentiment":"neutral","sentiment_score":0.012594079598784447}],"sentiment":"neutral","sentiment_score":0.012594079598784447,"channel":1,"num_words":2,"start":62.57,"end":62.89},{"sentences":[{"text":"Airtel AU.","start":62.76,"end":63.9,"sentiment":"neutral","sentiment_score":0.01335776224732399},{"text":"Yes.","start":64.28,"end":64.78,"sentiment":"neutral","sentiment_score":0.029733221977949142}],"sentiment":"neutral","sentiment_score":0.01881624882419904,"channel":0,"num_words":3,"start":62.76,"end":64.78},{"sentences":[{"text":"yeah.","start":64.41,"end":64.73,"sentiment":"neutral","sentiment_score":0.028814636170864105},{"text":"That that's already been activated.","start":64.73,"end":66.51,"sentiment":"neutral","sentiment_score":0.03995745033025742}],"sentiment":"neutral","sentiment_score":0.0381003146370252,"channel":1,"num_words":6,"start":64.41,"end":66.51},{"sentences":[{"text":"That is right.","start":67.08,"end":68.14,"sentiment":"neutral","sentiment_score":0.08963055163621902},{"text":"And then on our end here, there is a mandatory fee that applies when the premises is being connected to the Internet service for the first time in accordance with Australian government.","start":68.36,"end":82.155,"sentiment":"neutral","sentiment_score":-0.00024640525225549936},{"text":"So if I may ask, are you a tenant or an owner of your apartment or of your premises?","start":82.935,"end":89.28,"sentiment":"neutral","sentiment_score":-0.02320781399152781}],"sentiment":"neutral","sentiment_score":-0.003332255166713838,"channel":0,"num_words":54,"start":67.08,"end":89.28},{"sentences":[{"text":"We're an owner occupier.","start":93.200005,"end":94.58,"sentiment":"neutral","sentiment_score":-0.0681289155036211}],"sentiment":"neutral","sentiment_score":-0.0681289155036211,"channel":1,"num_words":4,"start":93.200005,"end":94.58},{"sentences":[{"text":"I'm sorry.","start":95.74,"end":96.22,"sentiment":"neutral","sentiment_score":-0.22670546174049377},{"text":"You cut up.","start":96.22,"end":96.78,"sentiment":"negative","sentiment_score":-0.38755929470062256},{"text":"What is that again?","start":96.78,"end":97.84,"sentiment":"neutral","sentiment_score":-0.1683734655380249}],"sentiment":"neutral","sentiment_score":-0.25439807441499496,"channel":0,"num_words":9,"start":95.74,"end":97.84},{"sentences":[{"text":"Sorry.","start":99.295006,"end":99.695,"sentiment":"neutral","sentiment_score":-0.2058030664920807},{"text":"I these charges that you're talking about, I I I don't understand.","start":99.695,"end":103.955,"sentiment":"neutral","sentiment_score":-0.27202682942152023}],"sentiment":"neutral","sentiment_score":-0.26693269381156337,"channel":1,"num_words":13,"start":99.295006,"end":103.955},{"sentences":[{"text":"Okay.","start":106.035,"end":106.535,"sentiment":"neutral","sentiment_score":-0.06061257794499397},{"text":"In Australia, when we activate a Internet service,","start":106.835,"end":110.615,"sentiment":"neutral","sentiment_score":-0.04242878034710884}],"sentiment":"neutral","sentiment_score":-0.04444920230242941,"channel":0,"num_words":9,"start":106.035,"end":110.615},{"sentences":[{"text":"Mhmm.","start":111.615005,"end":112.115005,"sentiment":"neutral","sentiment_score":-0.0342533253133297}],"sentiment":"neutral","sentiment_score":-0.0342533253133297,"channel":1,"num_words":1,"start":111.615005,"end":112.115005},{"sentences":[{"text":"there is a separate separate network serviceable.","start":111.98,"end":115.76,"sentiment":"neutral","sentiment_score":-0.0321690844638007},{"text":"So it","start":116.38,"end":116.86,"sentiment":"neutral","sentiment_score":-0.0033680032938718796}],"sentiment":"neutral","sentiment_score":-0.02576884420381652,"channel":0,"num_words":9,"start":111.98,"end":116.86},{"sentences":[{"text":"Yeah.","start":116.76,"end":117.26,"sentiment":"neutral","sentiment_score":0.0016164015978574753}],"sentiment":"neutral","sentiment_score":0.0016164015978574753,"channel":1,"num_words":1,"start":116.76,"end":117.26},{"sentences":[{"text":"just so happen your service is under and serviceable to a Linham network.","start":116.86,"end":123.44,"sentiment":"neutral","sentiment_score":-0.0084491756099921},{"text":"And once the service has been activated, they will identify if this specific address is the first time connecting to a Internet services.","start":124.22,"end":136.215,"sentiment":"neutral","sentiment_score":-0.0058987305459121},{"text":"If they confirm that, the applicable mandated new development charges will be applied to the account.","start":137.075,"end":146.63,"sentiment":"neutral","sentiment_score":-0.017117437440901995},{"text":"And then it's two things.","start":147.09,"end":148.70999,"sentiment":"neutral","sentiment_score":-0.01050965003669262},{"text":"If you are a tenant, you have to coordinate and forward the NDC invoice to the property owner or to your landlord, real estate manager, whoever the person is in charge to your apartment that you are renting with.","start":149.09,"end":166.825,"sentiment":"neutral","sentiment_score":-0.03731205381261997}],"sentiment":"neutral","sentiment_score":-0.02111570243141614,"channel":0,"num_words":96,"start":116.86,"end":166.825},{"sentences":[{"text":"However, if you are the owner of the property, owner of the apartment, owner of the house, the settlement of this new development charges lies to your responsibility.","start":167.13,"end":180.685,"sentiment":"neutral","sentiment_score":-0.23231312206813268}],"sentiment":"neutral","sentiment_score":-0.23231312206813268,"channel":0,"num_words":28,"start":167.13,"end":180.685},{"sentences":[{"text":"So is this a connection fee, a first time connection fee?","start":181.97,"end":185.145,"sentiment":"neutral","sentiment_score":-0.04669809070500461}],"sentiment":"neutral","sentiment_score":-0.04669809070500461,"channel":1,"num_words":11,"start":181.97,"end":185.145},{"sentences":[{"text":"Actually, it's it's different for a connection fee because we provided you a free connection.","start":185.545,"end":191.005,"sentiment":"neutral","sentiment_score":0.005757509668668111},{"text":"This is a new development charges that applies by the Linham network.","start":191.76001,"end":196.74,"sentiment":"neutral","sentiment_score":0.04463574942201376},{"text":"Like, the when they've made this apartment or premises, they set up all the necessary thing for you to get connected to the services.","start":197.28,"end":208.44499,"sentiment":"neutral","sentiment_score":0.08768899381781618},{"text":"So whoever that's the first time activating and connecting to the service, the NDC is mandated to apply and to be settled.","start":208.58499,"end":218.925,"sentiment":"neutral","sentiment_score":0.012427011674100702}],"sentiment":"neutral","sentiment_score":0.041094818445917676,"channel":0,"num_words":73,"start":185.545,"end":218.925},{"sentences":[{"text":"How much is it?","start":219.695,"end":220.575,"sentiment":"neutral","sentiment_score":-0.010923281777650118},{"text":"How much is the fee?","start":220.575,"end":221.955,"sentiment":"neutral","sentiment_score":-0.013580180704593658}],"sentiment":"neutral","sentiment_score":-0.012399336737063196,"channel":1,"num_words":9,"start":219.695,"end":221.955},{"sentences":[{"text":"The one that we sent to you last Monday, $330.","start":222.5,"end":226.76001,"sentiment":"neutral","sentiment_score":0.03854053318500519},{"text":"We sent you the invoice August 3.","start":228.18001,"end":231.32,"sentiment":"neutral","sentiment_score":0.021197773250085965},{"text":"Yeah.","start":233.63501,"end":233.955,"sentiment":"neutral","sentiment_score":0.011446104384958744},{"text":"August","start":233.955,"end":234.455,"sentiment":"neutral","sentiment_score":-0.0009436588734388353}],"sentiment":"neutral","sentiment_score":0.028646957374324922,"channel":0,"num_words":19,"start":222.5,"end":234.455},{"sentences":[{"text":"What what","start":233.98,"end":234.88,"sentiment":"neutral","sentiment_score":-0.015835192054510117}],"sentiment":"neutral","sentiment_score":-0.015835192054510117,"channel":1,"num_words":2,"start":233.98,"end":234.88},{"sentences":[{"text":"'3.","start":234.515,"end":235.015,"sentiment":"neutral","sentiment_score":-0.010050419718027117}],"sentiment":"neutral","sentiment_score":-0.010050419718027117,"channel":0,"num_words":1,"start":234.515,"end":235.015},{"sentences":[{"text":"you sent who an invoice?","start":235.34,"end":236.88,"sentiment":"neutral","sentiment_score":-0.017426994256675245},{"text":"Me?","start":236.94,"end":237.44,"sentiment":"neutral","sentiment_score":-0.0061157504096627235}],"sentiment":"neutral","sentiment_score":-0.015541786948839823,"channel":1,"num_words":6,"start":235.34,"end":237.44},{"sentences":[{"text":"Yes.","start":238.115,"end":238.515,"sentiment":"neutral","sentiment_score":0.01528589054942131},{"text":"To your email address.","start":238.515,"end":239.875,"sentiment":"neutral","sentiment_score":-0.000649892957881093},{"text":"Would you mind checking if you got it?","start":239.875,"end":241.895,"sentiment":"neutral","sentiment_score":-0.022740396205335855}],"sentiment":"neutral","sentiment_score":-0.013018219301906915,"channel":0,"num_words":13,"start":238.115,"end":241.895},{"sentences":[{"text":"So I didn't get it.","start":242.315,"end":243.515,"sentiment":"neutral","sentiment_score":-0.2956273168325424},{"text":"I didn't get it.","start":243.515,"end":244.315,"sentiment":"negative","sentiment_score":-0.33516300469636917},{"text":"For $330.","start":244.315,"end":245.99501,"sentiment":"neutral","sentiment_score":-0.07689373940229416},{"text":"Hang on.","start":245.99501,"end":246.315,"sentiment":"neutral","sentiment_score":-0.10222616791725159},{"text":"It's it's hold on.","start":246.315,"end":248.395,"sentiment":"neutral","sentiment_score":-0.07715432904660702}],"sentiment":"neutral","sentiment_score":-0.20503798433962991,"channel":1,"num_words":17,"start":242.315,"end":248.395},{"sentences":[{"text":"Are you from Airtel?","start":248.395,"end":249.535,"sentiment":"neutral","sentiment_score":-0.03947604168206453}],"sentiment":"neutral","sentiment_score":-0.03947604168206453,"channel":1,"num_words":4,"start":248.395,"end":249.535},{"sentences":[{"text":"Yes.","start":250.29001,"end":250.79001,"sentiment":"neutral","sentiment_score":0.021736374124884605},{"text":"From Airtel.","start":250.85,"end":251.75,"sentiment":"neutral","sentiment_score":-0.004169545602053404},{"text":"And the email came from accounts department, melissa@airtel.net.au.","start":251.89,"end":258.32498,"sentiment":"neutral","sentiment_score":0.004300856497138739},{"text":"But if you did not receive it, kindly verify your email, and then I can resend the the email while I have you on the line.","start":258.32498,"end":266.345,"sentiment":"neutral","sentiment_score":-0.1361943709735687}],"sentiment":"neutral","sentiment_score":-0.09441214893013239,"channel":0,"num_words":37,"start":250.29001,"end":266.345},{"sentences":[{"text":"You tell me where where did you send it?","start":267.025,"end":269.445,"sentiment":"neutral","sentiment_score":-0.0515172698845466}],"sentiment":"neutral","sentiment_score":-0.0515172698845466,"channel":1,"num_words":9,"start":267.025,"end":269.445},{"sentences":[{"text":"I sent to your email we have in record, b like boy, dot, and then your last name, hirostevsky@outlook.com.","start":270.1,"end":279.56,"sentiment":"neutral","sentiment_score":0.013978144889207263}],"sentiment":"neutral","sentiment_score":0.013978144889207263,"channel":0,"num_words":19,"start":270.1,"end":279.56},{"sentences":[{"text":"Yeah.","start":280.34,"end":280.58002,"sentiment":"neutral","sentiment_score":0.023930447176098824},{"text":"And","start":280.58002,"end":280.82,"sentiment":"neutral","sentiment_score":0.01872524619102478}],"sentiment":"neutral","sentiment_score":0.021327846683561802,"channel":1,"num_words":2,"start":280.34,"end":280.82},{"sentences":[{"text":"Is your","start":280.58002,"end":281.24,"sentiment":"neutral","sentiment_score":0.019585360772907734}],"sentiment":"neutral","sentiment_score":0.019585360772907734,"channel":0,"num_words":2,"start":280.58002,"end":281.24},{"sentences":[{"text":"how did you how did you spell Krastevsky?","start":280.82,"end":283.4,"sentiment":"neutral","sentiment_score":0.013539615785703063}],"sentiment":"neutral","sentiment_score":0.013539615785703063,"channel":1,"num_words":8,"start":280.82,"end":283.4},{"sentences":[{"text":"it's h r I s t o, v like Victor, s k I.","start":284.595,"end":289.895,"sentiment":"neutral","sentiment_score":0.015688992033784207}],"sentiment":"neutral","sentiment_score":0.015688992033784207,"channel":0,"num_words":13,"start":284.595,"end":289.895},{"sentences":[{"text":"Yes.","start":290.58002,"end":290.98,"sentiment":"neutral","sentiment_score":0.07706736028194427},{"text":"That's correct.","start":290.98,"end":291.72,"sentiment":"neutral","sentiment_score":0.11177187412977219},{"text":"What","start":292.545,"end":293.045,"sentiment":"neutral","sentiment_score":0.06050516664981842}],"sentiment":"neutral","sentiment_score":0.09027906879782677,"channel":1,"num_words":4,"start":290.58002,"end":293.045},{"sentences":[{"text":"And your email is outlook dot com.","start":292.91498,"end":295.395,"sentiment":"neutral","sentiment_score":0.0447846565927778},{"text":"Right?","start":295.395,"end":295.895,"sentiment":"neutral","sentiment_score":0.03418545797467232}],"sentiment":"neutral","sentiment_score":0.04345975676551461,"channel":0,"num_words":8,"start":292.91498,"end":295.895},{"sentences":[{"text":"at outlook dot com.","start":296.385,"end":297.92502,"sentiment":"neutral","sentiment_score":0.034694114699959755},{"text":"When","start":298.225,"end":298.725,"sentiment":"neutral","sentiment_score":0.029587045311927795}],"sentiment":"neutral","sentiment_score":0.033672700822353366,"channel":1,"num_words":5,"start":296.385,"end":298.725},{"sentences":[{"text":"Okay.","start":298.54,"end":299.04,"sentiment":"neutral","sentiment_score":0.038175757974386215}],"sentiment":"neutral","sentiment_score":0.038175757974386215,"channel":0,"num_words":1,"start":298.54,"end":299.04},{"sentences":[{"text":"when I when I called Airtel and I and I committed to a two year contract, they said that if I committed to a two year contract, I wouldn't have to pay a connection fee.","start":298.86502,"end":310.98,"sentiment":"neutral","sentiment_score":-0.054051648559314866},{"text":"It would be 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explained to me when I called Airtel and I signed up for a two year plan.","start":546.595,"end":551.01495,"sentiment":"neutral","sentiment_score":-0.03687280435115099},{"text":"I asked what are the fees and charges.","start":551.15497,"end":552.935,"sentiment":"neutral","sentiment_score":-0.05364945041947067},{"text":"Right?","start":553.39496,"end":553.63495,"sentiment":"neutral","sentiment_score":-0.022860223427414898}],"sentiment":"neutral","sentiment_score":-0.14200553010616984,"channel":1,"num_words":35,"start":545.15497,"end":553.63495},{"sentences":[{"text":"This is your business.","start":553.63495,"end":554.595,"sentiment":"neutral","sentiment_score":-0.060617382638156414},{"text":"You should know your business inside out.","start":554.595,"end":556.47,"sentiment":"neutral","sentiment_score":0.026006648050887243},{"text":"This should have been explained to me before I hooked up on a twenty four month 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about","start":614.56995,"end":616.97,"sentiment":"neutral","sentiment_score":-0.0017700984608381987}],"sentiment":"neutral","sentiment_score":-0.062908765992948,"channel":0,"num_words":21,"start":608.73,"end":616.97},{"sentences":[{"text":"Hang","start":616.83997,"end":617.33997,"sentiment":"neutral","sentiment_score":0.03493107110261917}],"sentiment":"neutral","sentiment_score":0.03493107110261917,"channel":1,"num_words":1,"start":616.83997,"end":617.33997},{"sentences":[{"text":"your NDC, you can go ahead and, get a confirmation from a Linham 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too.","start":808.53,"end":809.17004,"sentiment":"positive","sentiment_score":0.46237967908382416},{"text":"Bye.","start":809.17004,"end":809.67004,"sentiment":"neutral","sentiment_score":-0.0968129262328148}],"sentiment":"positive","sentiment_score":0.35845831222832203,"channel":1,"num_words":4,"start":808.13,"end":809.67004}]},"summary":{"result":"success","short":"A representative from Airtel calls Mr. Bill Hirst Geoff to confirm if he received an email regarding a new development charge invoice for his internet service activation. The settlement is based on the property owner or landlord, and the payment is separate from the connection fee charged by the Internet service provider. The agent explains that the settlement is for free and that payment is only for the installation of the NBN box. The customer is confused about a new development charge and is advised to confirm their business information with the AMN network."},"intents":{"segments":[{"text":"I just wanted to confirm if you received our email last Monday in reference to the new development charge invoice associated to your address that's the Internet service activated because it's due today, and we're just needing to get any update with the settlement. Sorry.","start_word":52,"end_word":96,"intents":[{"intent":"Update settlement","confidence_score":0.16205858}]},{"text":"So is this a connection fee, a first time connection fee?","start_word":362,"end_word":372,"intents":[{"intent":"Clarify connection fee and confirmation","confidence_score":0.00008786066}]},{"text":"I committed if I committed to month to month or if I committed to a twelve month contract, then I would have to month to month, I'd have to pay the whole connection fee.","start_word":669,"end_word":702,"intents":[{"intent":"Clarify payment details","confidence_score":0.0030094567}]},{"text":"If you would like, you can confirm to the Linham network itself if your NDC is payable to your address. They will confirm That's it to you directly if you would like that's to confirm.","start_word":1145,"end_word":1179,"intents":[{"intent":"Confirm plan","confidence_score":0.051992904}]},{"text":"Now I need I wanna speak with your manager. That's misleading.","start_word":1363,"end_word":1373,"intents":[{"intent":"Speak with manager","confidence_score":0.40339455}]},{"text":"We are just being instructed by the network to collect this charge on their behalf. They are the Hey.","start_word":1485,"end_word":1503,"intents":[{"intent":"Collect charges","confidence_score":0.0112590045}]},{"text":"yeah.","start_word":1515,"end_word":1515,"intents":[{"intent":"End service","confidence_score":0.17065987}]},{"text":"Linham Can I speak can you get your your manager network. to email me, please?","start_word":1646,"end_word":1660,"intents":[{"intent":"Speak to manager network","confidence_score":0.0028744699}]},{"text":"Oh, you can go ahead and send us an email if you would like, and then No. they No. will I'm go not ahead I'm and not response no. I'm to not you. sending you anything. I'm not sending you anything. You've got my email address. Can you get your manager to send me their name, contact number, and email address, please? Oh, sure.","start_word":1661,"end_word":1724,"intents":[{"intent":"Receive email","confidence_score":0.13666758}]},{"text":"Can you get your manager to send me their name, contact number, and email address, please? Oh, sure.","start_word":1707,"end_word":1724,"intents":[{"intent":"Provide contact details","confidence_score":0.0004072356}]}]},"sentiments":{"segments":[{"text":"Hello? Hi. Good afternoon. This is Airtel accounts, your Internet service provider. Am I speaking to mister Bill Hirstovski? Yes. That's right. Yeah. Hi. How Yeah. are you today?","start_word":0,"end_word":28,"sentiment":"neutral","sentiment_score":0.12965190410614014},{"text":"I'm good. How are you? That's great to hear. I'm good. Thank you so much for answering my phone call.","start_word":29,"end_word":48,"sentiment":"positive","sentiment_score":0.6183916330337524},{"text":"Mister Bill, Alright. I just wanted to confirm if you received our email last Monday in reference to the new development charge invoice associated to your address that's the Internet service activated because it's due today, and we're just needing to get any update with the settlement. Sorry.","start_word":49,"end_word":96,"sentiment":"neutral","sentiment_score":0.052876681089401245},{"text":"I I don't understand what you need.","start_word":97,"end_word":103,"sentiment":"negative","sentiment_score":-0.40725603699684143},{"text":"Alright. Mister Bill, isn't it you activated a Internet service to your premises in Unit 107 in Campus Town. Internet services Yeah. from The Internet Airtel AU. Yes. yeah. That that's already been activated. That is right. And then on our end here, there is a mandatory fee that applies when the premises is being connected to the Internet service for the first time in accordance with Australian government. So if I may ask, are you a tenant or an owner of your apartment or of your premises? We're an owner occupier. I'm sorry.","start_word":104,"end_word":197,"sentiment":"neutral","sentiment_score":-0.017126552760601044},{"text":"You cut up.","start_word":198,"end_word":200,"sentiment":"negative","sentiment_score":-0.3708717823028565},{"text":"What is that again? Sorry. I these charges that you're talking about, I I I don't understand. Okay. In Australia, when we activate a Internet service, Mhmm. there is a separate separate network serviceable. So it Yeah. just so happen your service is under and serviceable to a Linham network. And once the service has been activated, they will identify if this specific address is the first time connecting to a Internet services. If they confirm that, the applicable mandated new development charges will be applied to the account. And then it's two things. If you are a tenant, you have to coordinate and forward the NDC invoice to the property owner or to your landlord, real estate manager, whoever the person is in charge to your apartment that you are renting with. However, if you are the owner of the property, owner of the apartment, owner of the house, the settlement of this new development charges lies to your responsibility. So is this a connection fee, a first time connection fee? Actually, it's it's different for a connection fee because we provided you a free connection. This is a new development charges that applies by the Linham network. Like, the when they've made this apartment or premises, they set up all the necessary thing for you to get connected to the services. So whoever that's the first time activating and connecting to the service, the NDC is mandated to apply and to be settled. How much is it? How much is the fee? The one that we sent to you last Monday, $330. We sent you the invoice August 3. Yeah. August What what '3. you sent who an invoice? Me? Yes. To your email address. Would you mind checking if you got it? So I didn't get it. I didn't get it. For $330. Hang on. It's it's hold on. Are you from Airtel? Yes. From Airtel. And the email came from accounts department, melissa@airtel.net.au. But if you did not receive it, kindly verify your email, and then I can resend the the email while I have you on the line. You tell me where where did you send it? I sent to your email we have in record, b like boy, dot, and then your last name, hirostevsky@outlook.com. Yeah. Is And your how did you how did you spell Krastevsky? it's h r I s t o, v like Victor, s k I. Yes. That's correct. What And your email is outlook dot com. Right? at outlook dot com. When Okay. when I when I called Airtel and I and I committed to a two year contract, they said that if I committed to a two year contract, I wouldn't have to pay a connection fee. It would be absorbed. But I if understand. I committed if I committed to month to month or if I committed to a twelve month contract, then I would have to month to month, I'd have to pay the whole connection fee. If I committed to twelve month contract, I'd pay partial connection fee. So I committed to a two year contract. I'll pay no connection fee, and that's what I did. I committed to a no year to a two year contract to no connection I understand. You are correct. fee. There is no connection fee applied to your activation. That's for free. And let me just check the email we sent. Just bear with me so I can send it to you while I have you on the line. Okay? One moment here, please.","start_word":201,"end_word":795,"sentiment":"neutral","sentiment_score":-0.04009973547664009},{"text":"Thank you so much for patiently waiting on the line, mister Bill.","start_word":796,"end_word":807,"sentiment":"positive","sentiment_score":0.5600042343139648},{"text":"So Yep. I forwarded the email. Kindly check if you got it. And I agree with you. I do see in here that you signed up for twenty four month contract, and Airtel AU, your Internet service provider, provided you a free connection fee. However, the new development charges is separate from the connection fee charged by the Internet service provider. Upon activation of your service, that is the time when NDC is determined by the network provider, which is Linham, and we are instructed by the network to collect this charge on their behalf. So technically, this new development charge is a government fee applied to newly development sites like your apartment. It's cover the installation of the NBN box. If you see, like, a a box there, that's it, and it's usually complete at building project. So this is collected by the ISP and sent directly to the network, which yours is Linham network. Shouldn't this be paid by the developer of the building?","start_word":808,"end_word":973,"sentiment":"neutral","sentiment_score":-0.0065635452046990395},{"text":"No. It's two things.","start_word":974,"end_word":977,"sentiment":"negative","sentiment_score":-0.3873194754123688},{"text":"So no matter who you go through, you will you need to pay this. However, the NVC needs to be paid by the property owner. Or if you are a renter, you have to ask your landlord or your property owner, whoever the person owned the apartment, to pay this NDC.","start_word":978,"end_word":1028,"sentiment":"neutral","sentiment_score":-0.2828764021396637},{"text":"I'm not happy But if about you this. I'm not happy about this.","start_word":1029,"end_word":1041,"sentiment":"negative","sentiment_score":-0.6700398921966553},{"text":"This should have been explained to me when I called Airtel and I signed up for a two year plan. I asked what are the fees and charges. Right? This is your business. You should know your business inside out. This should have been explained to me before I hooked up on a twenty four month plan.","start_word":1042,"end_word":1098,"sentiment":"neutral","sentiment_score":-0.11540717631578444},{"text":"This is deceptive, misleading. I understand your point in reference with this. However, even though you will go through other Internet service provider, they're still asked you to pay this. We we don't No. make any No. That's commission not.","start_word":1099,"end_word":1138,"sentiment":"negative","sentiment_score":-0.512954592704773},{"text":"on this. It simply pass on. If you would like, you can confirm to the Linham network itself if your NDC is payable to your address. They will confirm That's it to you directly if you would like that's to confirm.","start_word":1139,"end_word":1179,"sentiment":"neutral","sentiment_score":-0.04992110654711723},{"text":"that's not true.","start_word":1180,"end_word":1182,"sentiment":"negative","sentiment_score":-0.4128205180168152},{"text":"I spoke to Optus before I connected with Airtel, and there was no such fee. It is To whom you spoke? I spoke to Optus before I connected with Airtel, and there was no such fee. No. Optus is not your network. Your Internet service is under Linham network. So if you would like to confirm about Hang your NDC, you can go ahead and, get a confirmation from a Linham network. on. You K? you Your Internet service is not obtuse. you you you I know it's not Optus, but I was inquiring with Optus before I hooked up with Airtel because we're with Optus at the previous house.","start_word":1183,"end_word":1292,"sentiment":"neutral","sentiment_score":-0.10910205543041228},{"text":"You can't commit me to a twenty four month plan and then tell me and and when I ask you about the fees, you say, this is all the fees are. It's, you know, 79 a month, and we'll we'll pay for this and we'll pay for that. You can't commit me to that and then say afterwards, by the way, there's another $330 fee. I'm not happy about that. Now I need I wanna speak with your manager. That's misleading. You should have told me when I first rang up to commit to twenty four months, it should have been explained that I I'd be up for a $330 connection fee because Mhmm. this is a new building or whatever. That was never I asked for all the fees and charges. That was never explained. You're telling me now after I've signed up for two years. That's misleading. That's deceptive, and I'm not gonna have a bar of it.","start_word":1293,"end_word":1452,"sentiment":"negative","sentiment_score":-0.5323535941541195},{"text":"I I do understand your point in reference with this. As I've mentioned, upon activation of your service, that is the time when the NDC is determined by the network provider, Linham. We are just being instructed by the network to collect this charge on their behalf. They are the Hey.","start_word":1453,"end_word":1503,"sentiment":"neutral","sentiment_score":-0.12497147917747498},{"text":"one who What what hard what to terminate the what services.","start_word":1504,"end_word":1514,"sentiment":"negative","sentiment_score":-0.3597395420074463},{"text":"yeah. You're you're just saying the same thing.","start_word":1515,"end_word":1522,"sentiment":"neutral","sentiment_score":-0.25988131761550903},{"text":"You're just reading the script, and you're telling me the same thing every time. You sound like a broken down record.","start_word":1523,"end_word":1543,"sentiment":"negative","sentiment_score":-0.4889051616191864},{"text":"And if I may ask, to whom you to whom that you've spoke before Do in reference to this before you activated your services? you Because as I've mentioned, new development charges and connection fee is a two different thing. Your connection fee is for free. You're you're you're from Airtel. Yeah? Yes. Okay. When I called Airtel, why didn't the person say to me to tell me about this fee? Why? The new development charges is just being identified or determined once the services has been activated to We're not getting the anywhere.","start_word":1544,"end_word":1637,"sentiment":"neutral","sentiment_score":-0.1415671557188034},{"text":"You're just we're just going around in circles.","start_word":1638,"end_word":1645,"sentiment":"negative","sentiment_score":-0.37014949321746826},{"text":"Linham Can I speak can you get your your manager network. to email me, please? Oh, you can go ahead and send us an email if you would like, and then No. they No.","start_word":1646,"end_word":1679,"sentiment":"neutral","sentiment_score":-0.0626930519938469},{"text":"will I'm go not ahead I'm and not response no. I'm to not you. sending you anything. I'm not sending you anything.","start_word":1680,"end_word":1701,"sentiment":"negative","sentiment_score":-0.3752279281616211},{"text":"You've got my email address. Can you get your manager to send me their name, contact number, and email address, please? Oh, sure. Sure. You go you'll go ahead and receive those email. Okay. So you're gonna send me your manager's name, contact phone number, and email address. Are you? That is right. Okay. Alright. I'll wait for that email, and then I'll take it from there. Oh, sure.","start_word":1702,"end_word":1770,"sentiment":"neutral","sentiment_score":0.02528743586246518},{"text":"Thank you so much for your time, mister Alright. Bill. Thank Have a you. good Thank one. you. You too.","start_word":1771,"end_word":1790,"sentiment":"positive","sentiment_score":0.6741286516189575},{"text":"Bye.","start_word":1791,"end_word":1791,"sentiment":"neutral","sentiment_score":0.30876240134239197}],"average":{"sentiment":"neutral","sentiment_score":-0.10578599515769734}}}}