{"metadata":{"transaction_key":"deprecated","request_id":"01a0f559-b6fd-75b2-981f-f24e80aeefb5","sha256":"cbc9b19022407f28f689ebbe7014b889e05042b6c76b768fe3ac495153e990e7","created":"2026-10-01T02:44:55.095Z","duration":1330.272,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":2908,"output_tokens":112},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3132,"output_tokens":3139},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3132,"output_tokens":120}},"results":{"channels":[{"alternatives":[{"transcript":"Thank you for calling Airtel. My name is Mary. May I have your name, please? Hi. Good morning. Could you spell your name, please? So I just want to make sure that I spell it correct. Could you spell your name, please? Thank you so much, Juan. How about your last name, please? Mhmm. Let me just go ahead and take a look into your account, Shuang. Alright? Just give me one second. And I'm so sorry that you had to contact us regarding with this concern. Rest assured that we will take a look into it, and we'll work on this together. Alright? Sure. Thank you so much. Let me just go ahead and check on your current invoice. Okay. Checking on the invoice now. Hold on. Okay. 60 I'm currently checking on this, Chiwang. Alright? So the upgraded plan yeah. So the for your upgraded plan, which is 100 MBPS, it's I mean, the billing starts today, October 1. So uh-huh. Actually, I know you might still remember your current pricing. However, as part of our recent network and pricing updates, there has been an adjustment to the pricing of our services. And we also took the opportunity to view your plan, and let me take a look into it. Okay. So can you tell me the previous pranks that you saw on the website or the moment when you try to upgrade? Yeah. Mhmm. One second, please. One moment. Let me put you on hold for a minute or two, Sean, and I'll get back to you. Okay? Hold on. Hello, Shuang? Hi. Thank you so much for holding. I've confirmed that, no, your invoice was only was supposed to be your October invoice, which is your upgraded plan, which is the 100 MBPS. In the meantime, you're seeing an invoice from September 1 to September 30. Correct? Yeah. Yeah. For the meantime, please disregard the invoice for September 1230. As I'm also looking here that there was already a September invoice. Yeah. That, yeah, that has been paid already. So in the meantime, please disregard the September invoice. When you make a payment, we'll go ahead and let me just we actually do have here two options, Chuang. Just let me know whichever do you prefer. If in any case that you actually, when you make a payment for $194.99, the one that you're seeing on your invoice right now, you will the excess amount for your price or your subscription for $105 will be credited to your account. So let's say Mhmm. Yeah. Mhmm. Yeah. No worries. Yeah. Hold on. No. Yeah. So here's what happened. Actually, you're yeah. I've heard you earlier. The price that was discussed before was $89 and 95 or something. We actually experienced an increase in the cost associated with the network and also with maintaining and providing our network services. So as a result, we've had to make a small adjustment to our pricing to help us continue delivering reliable and quality service to our customers. So the invoice that you're currently seeing right now for if you're currently, look is there any way that you could pull up the invoice as well? So that yeah. So that okay. So let's go first on number two, the upgraded plan. Okay. So for number two, the upgraded plan, actually, our standard plan right now is 90 I mean, sorry. It's $105 with GST or with taxes, and that's for an upgraded plan. And for number one, which is the 25 m p p s, in the meantime, please disregard this amount. But if in any case that you will be paying this invoice, the amount of $89.99 will be credited to your account and will and can be used on your next month's invoice. I'm sorry? Are you going to pay only for the upgraded plan for $105? Yeah. Number two. Because the the September one to thirty has been paid already. I mean, on your previous payment. I've because I'm seeing here that a payment was made September first for September 1 invoice. So this so, again, this there are two options for you to make a payment. The one option is for you to pay for $194.99, the current invoice that you're currently seeing right now. So the September invoice has been paid, and the amount of $89 and $99.99 will be credited to your bill next month. So instead of paying $105 for next month and you've already paid for $89, that will be less. Okay? Let me check it. Minus one one zero five sorry. Hold on. One ninety four $10.05 minus $89.99. So if you are to pay today one hundred ninety four dollars and ninety nine cents, the one that you're currently seeing on your invoice, the only payment that you are supposed to pay is for $15. But here is another option. We will generate a new invoice for your upgraded plan only, which amounts for $105. But this is going to be a different invoice because we had to generate a new one. Because when you use this invoice, you will be routed to paying these two these two months, which I mean, wherein you've already paid for the September invoice. You mean the credit? That will be generated I mean, that will be also be showing on your account for credit for $15.01. I'm not quite sure if that will appear on the account, but this will also get deducted on your account as well. No. No. No. No. No. That's the word. So I I'm the best thing here is I'll go ahead and generate a new invoice covering only your October invoice. So that's one 100 five dollars. Yeah. $105. With tax, it's 105. The credit will stay I mean, the excess amount will be deducted on your next month's bill. No. It it it $194.99. Yes. The the $194.99 that you're see, can you click your invoice? Your the view view view your invoice. You'll be able to see those two plans. Sorry. I was on mute. Okay. I'm sorry again. So if you made a payment today for $194.99, the credit amount for next month will be added. So that's $89.99. You only get to pay, like, $15 to complete the $105 for the next month, month of October for your upgraded plan. You know what? For your convenience, we can actually add your card on your account so that there is no need to pay or arrange a payment manually. The system will automatically generate or process the payment on your behalf. I can help you add your credit card on your account. Okay. Let me, okay, let me just go ahead and check on this. Just give me one second. Alright. So I already have here your account pulled up. Are you going to use your bank account or your credit card? Our your bank Okay. So for a bank account, if this is the bank account is not actually a real time posting because sometimes there is a clearance check. But if you wanna use your I would suggest a credit card because the credit card is a real time reflecting on your account so that let's say, for example, you we made or we make a we process a payment today, this will be automatically up applied in your account. Could you so or alright, Chuang. No worries. Could you provide me your card number, please? No worries. No worries, Wong. Please take your time. No rush. Four zero one seven? Alright. Alright. Thank you so much. I have 4017. Correct? 9542 5457? 5 054. Correct? Okay. How about the name that is appearing on the card, please? Okay. Thank you so much, Shuang. How about the expiration date, please? '0 is it 06/09 '0? Six nine zero. Is it 2019? Oh, sorry. The expiration date Thank you so much. How about the CVV this time? Thank you so much. I'll go ahead and save this. So this is very convenient. No need to pay and arrange payment plan every month. I will the system will automatically process the payment for you. For you could also you also check the invoices or documents by logging in to your account. So now let me go to alright. So we are going to process the the full amount for $194.99. Correct? Or just the $105? Is it the $194.99 that were the credit will be added to your account or just a $105? I can generate a $105 on your behalf if you don't wanna pay for $194.99 one time today. Okay. I'll be doing that. Just give me one second. I'll be putting you on hold for a minute, urgent. I'll get back to you. Okay? Thank you. Hello, Shuang? Hi. You know, I don't wanna take too much of your time. While I'm while while I am generating the invoice, Would you want me to call you back so that you can do your I mean, some stuff while I'm generating my invoice? And then once done and once the payment is processed, I can just give you a callback for confirmation. Alright. So thank you so much, and we'll talk to you later, Shuang. Thank you. Goodbye. 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you for calling Airtel. My name is Mary. May I have your name, please? Hi. Good morning.\n\nCould you spell your name, please? So I just want to make sure that I spell it correct. Could you spell your name, please? Thank you so much, Juan. How about your last name, please?\n\nMhmm. Let me just go ahead and take a look into your account, Shuang. Alright? Just give me one second. And I'm so sorry that you had to contact us regarding with this concern.\n\nRest assured that we will take a look into it, and we'll work on this together. Alright? Sure. Thank you so much. Let me just go ahead and check on your current invoice.\n\nOkay. Checking on the invoice now. Hold on. Okay. 60 I'm currently checking on this, Chiwang.\n\nAlright? So the upgraded plan yeah. So the for your upgraded plan, which is 100 MBPS, it's I mean, the billing starts today, October 1. So uh-huh. Actually, I know you might still remember your current pricing.\n\nHowever, as part of our recent network and pricing updates, there has been an adjustment to the pricing of our services. And we also took the opportunity to view your plan, and let me take a look into it. Okay. So can you tell me the previous pranks that you saw on the website or the moment when you try to upgrade? Yeah.\n\nMhmm. One second, please. One moment. Let me put you on hold for a minute or two, Sean, and I'll get back to you. Okay?\n\nHold on. Hello, Shuang? Hi. Thank you so much for holding. I've confirmed that, no, your invoice was only was supposed to be your October invoice, which is your upgraded plan, which is the 100 MBPS.\n\nIn the meantime, you're seeing an invoice from September 1 to September 30. Correct? Yeah. Yeah. For the meantime, please disregard the invoice for September 1230.\n\nAs I'm also looking here that there was already a September invoice. Yeah. That, yeah, that has been paid already. So in the meantime, please disregard the September invoice. When you make a payment, we'll go ahead and let me just we actually do have here two options, Chuang.\n\nJust let me know whichever do you prefer. If in any case that you actually, when you make a payment for $194.99, the one that you're seeing on your invoice right now, you will the excess amount for your price or your subscription for $105 will be credited to your account. So let's say Mhmm. Yeah. Mhmm.\n\nYeah. No worries. Yeah. Hold on. No.\n\nYeah. So here's what happened. Actually, you're yeah. I've heard you earlier. The price that was discussed before was $89 and 95 or something.\n\nWe actually experienced an increase in the cost associated with the network and also with maintaining and providing our network services. So as a result, we've had to make a small adjustment to our pricing to help us continue delivering reliable and quality service to our customers. So the invoice that you're currently seeing right now for if you're currently, look is there any way that you could pull up the invoice as well? So that yeah. So that okay.\n\nSo let's go first on number two, the upgraded plan. Okay. So for number two, the upgraded plan, actually, our standard plan right now is 90 I mean, sorry. It's $105 with GST or with taxes, and that's for an upgraded plan. And for number one, which is the 25 m p p s, in the meantime, please disregard this amount.\n\nBut if in any case that you will be paying this invoice, the amount of $89.99 will be credited to your account and will and can be used on your next month's invoice. I'm sorry? Are you going to pay only for the upgraded plan for $105? Yeah. Number two.\n\nBecause the the September one to thirty has been paid already. I mean, on your previous payment. I've because I'm seeing here that a payment was made September first for September 1 invoice. So this so, again, this there are two options for you to make a payment. The one option is for you to pay for $194.99, the current invoice that you're currently seeing right now.\n\nSo the September invoice has been paid, and the amount of $89 and $99.99 will be credited to your bill next month. So instead of paying $105 for next month and you've already paid for $89, that will be less. Okay? Let me check it. Minus one one zero five sorry.\n\nHold on. One ninety four $10.05 minus $89.99. So if you are to pay today one hundred ninety four dollars and ninety nine cents, the one that you're currently seeing on your invoice, the only payment that you are supposed to pay is for $15. But here is another option. We will generate a new invoice for your upgraded plan only, which amounts for $105.\n\nBut this is going to be a different invoice because we had to generate a new one. Because when you use this invoice, you will be routed to paying these two these two months, which I mean, wherein you've already paid for the September invoice. You mean the credit? That will be generated I mean, that will be also be showing on your account for credit for $15.01. I'm not quite sure if that will appear on the account, but this will also get deducted on your account as well.\n\nNo. No. No. No. No.\n\nThat's the word. So I I'm the best thing here is I'll go ahead and generate a new invoice covering only your October invoice. So that's one 100 five dollars. Yeah. $105.\n\nWith tax, it's 105. The credit will stay I mean, the excess amount will be deducted on your next month's bill. No. It it it $194.99. Yes.\n\nThe the $194.99 that you're see, can you click your invoice? Your the view view view your invoice. You'll be able to see those two plans. Sorry. I was on mute.\n\nOkay. I'm sorry again. So if you made a payment today for $194.99, the credit amount for next month will be added. So that's $89.99. You only get to pay, like, $15 to complete the $105 for the next month, month of October for your upgraded plan.\n\nYou know what? For your convenience, we can actually add your card on your account so that there is no need to pay or arrange a payment manually. The system will automatically generate or process the payment on your behalf. I can help you add your credit card on your account. Okay.\n\nLet me, okay, let me just go ahead and check on this. Just give me one second. Alright. So I already have here your account pulled up. Are you going to use your bank account or your credit card?\n\nOur your bank Okay. So for a bank account, if this is the bank account is not actually a real time posting because sometimes there is a clearance check. But if you wanna use your I would suggest a credit card because the credit card is a real time reflecting on your account so that let's say, for example, you we made or we make a we process a payment today, this will be automatically up applied in your account. Could you so or alright, Chuang. No worries.\n\nCould you provide me your card number, please? No worries. No worries, Wong. Please take your time. No rush.\n\nFour zero one seven? Alright. Alright. Thank you so much. I have 4017.\n\nCorrect? 9542 5457? 5 054. Correct? Okay.\n\nHow about the name that is appearing on the card, please? Okay. Thank you so much, Shuang. How about the expiration date, please? '0 is it 06/09 '0?\n\nSix nine zero. Is it 2019? Oh, sorry. The expiration date Thank you so much. How about the CVV this time?\n\nThank you so much. I'll go ahead and save this. So this is very convenient. No need to pay and arrange payment plan every month. I will the system will automatically process the payment for you.\n\nFor you could also you also check the invoices or documents by logging in to your account. So now let me go to alright. So we are going to process the the full amount for $194.99. Correct? Or just the $105?\n\nIs it the $194.99 that were the credit will be added to your account or just a $105? I can generate a $105 on your behalf if you don't wanna pay for $194.99 one time today. Okay. I'll be doing that. Just give me one second.\n\nI'll be putting you on hold for a minute, urgent. I'll get back to you. Okay? Thank you. Hello, Shuang?\n\nHi. You know, I don't wanna take too much of your time. While I'm while while I am generating the invoice, Would you want me to call you back so that you can do your I mean, some stuff while I'm generating my invoice? And then once done and once the payment is processed, I can just give you a callback for confirmation. Alright.\n\nSo thank you so much, and we'll talk to you later, Shuang. Thank you. Goodbye. Goodbye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.79999995,"end":2.24,"sentiment":"positive","sentiment_score":0.5736830472946167},{"text":"My name is Mary.","start":2.24,"end":3.1999998,"sentiment":"positive","sentiment_score":0.512464314699173},{"text":"May I have your name, please?","start":3.1999998,"end":4.5,"sentiment":"positive","sentiment_score":0.34969550867875415},{"text":"Hi.","start":9.679999,"end":9.92,"sentiment":"neutral","sentiment_score":0.13100704550743103},{"text":"Good morning.","start":9.92,"end":10.32,"sentiment":"neutral","sentiment_score":0.2104519009590149}],"sentiment":"positive","sentiment_score":0.4204642441537645,"num_words":18,"start":0.79999995,"end":10.32},{"sentences":[{"text":"Could you spell your name, please?","start":10.32,"end":11.5199995,"sentiment":"neutral","sentiment_score":0.06692083738744259},{"text":"So I just want to make sure that I spell it correct.","start":11.5199995,"end":15.004999,"sentiment":"neutral","sentiment_score":0.010326327523216605},{"text":"Could you spell your name, please?","start":23.145,"end":24.765,"sentiment":"neutral","sentiment_score":0.004144248164569338},{"text":"Thank you so much, Juan.","start":29.78,"end":30.980001,"sentiment":"positive","sentiment_score":0.48574026823043825},{"text":"How about your last name, please?","start":30.980001,"end":32.52,"sentiment":"neutral","sentiment_score":0.1721844176451365}],"sentiment":"neutral","sentiment_score":0.1146318368746766,"num_words":35,"start":10.32,"end":32.52},{"sentences":[{"text":"Mhmm.","start":81.095,"end":81.415,"sentiment":"neutral","sentiment_score":-0.022237755358219147},{"text":"Let me just go ahead and take a look into your account, Shuang.","start":81.415,"end":84.215,"sentiment":"neutral","sentiment_score":0.002851524605200841},{"text":"Alright?","start":84.215,"end":84.615,"sentiment":"neutral","sentiment_score":0.016608789563179016},{"text":"Just give me one second.","start":84.615,"end":85.68,"sentiment":"neutral","sentiment_score":-0.06450138837099076},{"text":"And I'm so sorry that you had to contact us regarding with this concern.","start":85.68,"end":89.060005,"sentiment":"negative","sentiment_score":-0.35666315789733616}],"sentiment":"neutral","sentiment_score":-0.15542206759838498,"num_words":34,"start":81.095,"end":89.060005},{"sentences":[{"text":"Rest assured that we will take a look into it, and we'll work on this together.","start":89.36,"end":92.880005,"sentiment":"neutral","sentiment_score":0.05366991925984621},{"text":"Alright?","start":92.880005,"end":93.380005,"sentiment":"neutral","sentiment_score":0.034005019813776016},{"text":"Sure.","start":94.64,"end":95.04,"sentiment":"neutral","sentiment_score":0.10949018597602844},{"text":"Thank you so much.","start":95.04,"end":96.08,"sentiment":"neutral","sentiment_score":0.2954394295811653},{"text":"Let me just go ahead and check on your current invoice.","start":96.08,"end":99.22,"sentiment":"neutral","sentiment_score":0.0828258330849084}],"sentiment":"neutral","sentiment_score":0.09378956958199992,"num_words":33,"start":89.36,"end":99.22},{"sentences":[{"text":"Okay.","start":112.565,"end":113.045006,"sentiment":"neutral","sentiment_score":0.019176388159394264},{"text":"Checking on the invoice now.","start":113.045006,"end":115.72,"sentiment":"neutral","sentiment_score":0.008697770908474923},{"text":"Hold on.","start":115.72,"end":116.54,"sentiment":"neutral","sentiment_score":-0.0017151669599115849},{"text":"Okay.","start":131.485,"end":131.985,"sentiment":"neutral","sentiment_score":0.01613464578986168},{"text":"60 I'm currently checking on this, Chiwang.","start":135.16501,"end":153.18001,"sentiment":"neutral","sentiment_score":0.020882046914526393}],"sentiment":"neutral","sentiment_score":0.013846492685843259,"num_words":16,"start":112.565,"end":153.18001},{"sentences":[{"text":"Alright?","start":153.18001,"end":153.68001,"sentiment":"neutral","sentiment_score":0.0402868315577507},{"text":"So the upgraded plan yeah.","start":169.64,"end":175.8,"sentiment":"neutral","sentiment_score":0.02926279753446579},{"text":"So the for your upgraded plan, which is 100 MBPS, it's I mean, the billing starts today, October 1.","start":175.8,"end":184.815,"sentiment":"neutral","sentiment_score":0.027685149327704783},{"text":"So uh-huh.","start":185.935,"end":187.955,"sentiment":"neutral","sentiment_score":0.00010995316551998258},{"text":"Actually, I know you might still remember your current pricing.","start":188.575,"end":193.235,"sentiment":"neutral","sentiment_score":-0.08309611827135086}],"sentiment":"neutral","sentiment_score":-0.003192503241243193,"num_words":37,"start":153.18001,"end":193.235},{"sentences":[{"text":"However, as part of our recent network and pricing updates, there has been an adjustment to the pricing of our services.","start":193.455,"end":201.61,"sentiment":"neutral","sentiment_score":-0.062180093533936},{"text":"And we also took the opportunity to view your plan, and let me take a look into it.","start":202.79001,"end":212.665,"sentiment":"neutral","sentiment_score":0.08948933415942723},{"text":"Okay.","start":216.805,"end":217.28499,"sentiment":"neutral","sentiment_score":-0.0128257405012846},{"text":"So can you tell me the previous pranks that you saw on the website or the moment when you try to upgrade?","start":217.28499,"end":225.96,"sentiment":"neutral","sentiment_score":-0.10319246063855561},{"text":"Yeah.","start":247.685,"end":248.185,"sentiment":"neutral","sentiment_score":-0.04577062278985977}],"sentiment":"neutral","sentiment_score":-0.03212388010606879,"num_words":63,"start":193.455,"end":248.185},{"sentences":[{"text":"Mhmm.","start":276.57498,"end":277.07498,"sentiment":"neutral","sentiment_score":-0.1136850118637085},{"text":"One second, please.","start":280.23,"end":281.44998,"sentiment":"neutral","sentiment_score":-0.043340650697549186},{"text":"One moment.","start":281.51,"end":282.25,"sentiment":"neutral","sentiment_score":-0.023472224827855825},{"text":"Let me put you on hold for a minute or two, Sean, and I'll get back to you.","start":286.22998,"end":289.11,"sentiment":"neutral","sentiment_score":0.0029927918480502236},{"text":"Okay?","start":289.11,"end":289.59,"sentiment":"neutral","sentiment_score":0.011649113148450851}],"sentiment":"neutral","sentiment_score":-0.009005281887948514,"num_words":25,"start":276.57498,"end":289.59},{"sentences":[{"text":"Hold on.","start":289.59,"end":290.33,"sentiment":"neutral","sentiment_score":0.00001731421798467636},{"text":"Hello, Shuang?","start":329.985,"end":330.965,"sentiment":"neutral","sentiment_score":0.054218804463744164},{"text":"Hi.","start":332.705,"end":333.025,"sentiment":"neutral","sentiment_score":0.17750677466392517},{"text":"Thank you so much for holding.","start":333.025,"end":335.365,"sentiment":"positive","sentiment_score":0.4791364123423894},{"text":"I've confirmed that, no, your invoice was only was supposed to be your October invoice, which is your upgraded plan, which is the 100 MBPS.","start":336.065,"end":345.21,"sentiment":"neutral","sentiment_score":0.2603944870829582}],"sentiment":"neutral","sentiment_score":0.26862943508765763,"num_words":36,"start":289.59,"end":345.21},{"sentences":[{"text":"In the meantime, you're seeing an invoice from September 1 to September 30.","start":346.55002,"end":352.57,"sentiment":"neutral","sentiment_score":-0.025917319151071403},{"text":"Correct?","start":352.63,"end":353.13,"sentiment":"neutral","sentiment_score":-0.007309293374419212},{"text":"Yeah.","start":364.445,"end":364.92502,"sentiment":"neutral","sentiment_score":-0.005049241706728935},{"text":"Yeah.","start":364.92502,"end":365.325,"sentiment":"neutral","sentiment_score":-0.025802353397011757},{"text":"For the meantime, please disregard the invoice for September 1230.","start":365.325,"end":370.43,"sentiment":"neutral","sentiment_score":-0.15299649238586427}],"sentiment":"neutral","sentiment_score":-0.07327119081925887,"num_words":26,"start":346.55002,"end":370.43},{"sentences":[{"text":"As I'm also looking here that there was already a September invoice.","start":371.61,"end":377.95,"sentiment":"neutral","sentiment_score":-0.10327365870277087},{"text":"Yeah.","start":378.97,"end":379.47,"sentiment":"neutral","sentiment_score":-0.04772041738033295},{"text":"That, yeah, that has been paid already.","start":380.81,"end":382.75,"sentiment":"neutral","sentiment_score":-0.07715644474540438},{"text":"So in the meantime, please disregard the September invoice.","start":382.905,"end":385.885,"sentiment":"neutral","sentiment_score":-0.14321446832683352},{"text":"When you make a payment, we'll go ahead and let me just we actually do have here two options, Chuang.","start":386.585,"end":400.55,"sentiment":"neutral","sentiment_score":0.047832683101296423}],"sentiment":"neutral","sentiment_score":-0.04406889771320382,"num_words":49,"start":371.61,"end":400.55},{"sentences":[{"text":"Just let me know whichever do you prefer.","start":400.77,"end":403.50998,"sentiment":"neutral","sentiment_score":0.0761166294105351},{"text":"If in any case that you actually, when you make a payment for $194.99, the one that you're seeing on your invoice right now, you will the excess amount for your price or your subscription for $105 will be credited to your account.","start":405.33,"end":427.2,"sentiment":"neutral","sentiment_score":0.10923581670016744},{"text":"So let's say Mhmm.","start":428.22,"end":442.51498,"sentiment":"neutral","sentiment_score":0.021281735505908728},{"text":"Yeah.","start":457.79,"end":458.29,"sentiment":"neutral","sentiment_score":-0.0825367122888565},{"text":"Mhmm.","start":461.71002,"end":462.21002,"sentiment":"neutral","sentiment_score":-0.07078962028026581}],"sentiment":"neutral","sentiment_score":0.09189252215519286,"num_words":57,"start":400.77,"end":462.21002},{"sentences":[{"text":"Yeah.","start":484.82,"end":484.9,"sentiment":"neutral","sentiment_score":-0.08656121045351028},{"text":"No worries.","start":484.9,"end":485.72,"sentiment":"neutral","sentiment_score":-0.05638969875872135},{"text":"Yeah.","start":494.385,"end":494.54498,"sentiment":"neutral","sentiment_score":-0.043856341391801834},{"text":"Hold on.","start":494.54498,"end":495.285,"sentiment":"neutral","sentiment_score":-0.04631994105875492},{"text":"No.","start":500.785,"end":501.285,"sentiment":"neutral","sentiment_score":-0.12532879412174225}],"sentiment":"neutral","sentiment_score":-0.06588080365742956,"num_words":7,"start":484.82,"end":501.285},{"sentences":[{"text":"Yeah.","start":501.505,"end":501.905,"sentiment":"neutral","sentiment_score":-0.07578133791685104},{"text":"So here's what happened.","start":501.905,"end":503.04498,"sentiment":"neutral","sentiment_score":-0.030076632276177406},{"text":"Actually, you're yeah.","start":503.185,"end":504.565,"sentiment":"neutral","sentiment_score":0.01332044911881288},{"text":"I've heard you earlier.","start":504.785,"end":506.005,"sentiment":"neutral","sentiment_score":0.00805485004093498},{"text":"The price that was discussed before was $89 and 95 or something.","start":506.54498,"end":512.68,"sentiment":"neutral","sentiment_score":-0.04219485198458036}],"sentiment":"neutral","sentiment_score":-0.0262602226381811,"num_words":24,"start":501.505,"end":512.68},{"sentences":[{"text":"We actually experienced an increase in the cost associated with the network and also with maintaining and providing our network services.","start":513.86,"end":522.1,"sentiment":"neutral","sentiment_score":-0.11601155322222483},{"text":"So as a result, we've had to make a small adjustment to our pricing to help us continue delivering reliable and quality service to our customers.","start":522.1,"end":531.40497,"sentiment":"neutral","sentiment_score":0.026586861421282474},{"text":"So the invoice that you're currently seeing right now for if you're currently, look is there any way that you could pull up the invoice as well?","start":531.705,"end":539.48004,"sentiment":"neutral","sentiment_score":0.023564390217264492},{"text":"So that yeah.","start":541.7,"end":543.54004,"sentiment":"neutral","sentiment_score":0.040139601876338325},{"text":"So that okay.","start":543.54004,"end":546.2,"sentiment":"neutral","sentiment_score":0.06682706127564113}],"sentiment":"neutral","sentiment_score":-0.009848071192391217,"num_words":80,"start":513.86,"end":546.2},{"sentences":[{"text":"So let's go first on number two, the upgraded plan.","start":547.46,"end":553.855,"sentiment":"neutral","sentiment_score":0.07457267120480537},{"text":"Okay.","start":554.235,"end":554.71497,"sentiment":"neutral","sentiment_score":0.07058113813400269},{"text":"So for number two, the upgraded plan, actually, our standard plan right now is 90 I mean, sorry.","start":554.71497,"end":561.435,"sentiment":"neutral","sentiment_score":0.08037165738642216},{"text":"It's $105 with GST or with taxes, and that's for an upgraded plan.","start":561.435,"end":568.95,"sentiment":"neutral","sentiment_score":0.04356199588913184},{"text":"And for number one, which is the 25 m p p s, in the meantime, please disregard this amount.","start":571.57,"end":580.31,"sentiment":"neutral","sentiment_score":-0.002860094371594881}],"sentiment":"neutral","sentiment_score":0.04549117764977158,"num_words":61,"start":547.46,"end":580.31},{"sentences":[{"text":"But if in any case that you will be paying this invoice, the amount of $89.99 will be credited to your account and will and can be used on your next month's invoice.","start":580.625,"end":592.565,"sentiment":"neutral","sentiment_score":0.19360986668052096},{"text":"I'm sorry?","start":600.63,"end":601.37,"sentiment":"neutral","sentiment_score":-0.10253000259399414},{"text":"Are you going to pay only for the upgraded plan for $105?","start":606.115,"end":611.175,"sentiment":"neutral","sentiment_score":-0.041803644659618534},{"text":"Yeah.","start":615.475,"end":615.795,"sentiment":"neutral","sentiment_score":0.04559243842959404},{"text":"Number two.","start":615.795,"end":616.695,"sentiment":"neutral","sentiment_score":0.0071234628558158875}],"sentiment":"neutral","sentiment_score":0.11484522446990013,"num_words":50,"start":580.625,"end":616.695},{"sentences":[{"text":"Because the the September one to thirty has been paid already.","start":616.83496,"end":620.855,"sentiment":"neutral","sentiment_score":-0.04020808671008457},{"text":"I mean, on your previous payment.","start":628.82996,"end":632.19,"sentiment":"neutral","sentiment_score":-0.07271539854506652},{"text":"I've because I'm seeing here that a payment was made September first for September 1 invoice.","start":632.19,"end":638.52496,"sentiment":"neutral","sentiment_score":-0.021983321756124496},{"text":"So this so, again, this there are two options for you to make a payment.","start":638.82495,"end":642.925,"sentiment":"neutral","sentiment_score":0.041698797543843584},{"text":"The one option is for you to pay for $194.99, the current invoice that you're currently seeing right now.","start":644.185,"end":652.37994,"sentiment":"neutral","sentiment_score":0.04433462729579524}],"sentiment":"neutral","sentiment_score":0.003545155053708091,"num_words":67,"start":616.83496,"end":652.37994},{"sentences":[{"text":"So the September invoice has been paid, and the amount of $89 and $99.99 will be credited to your bill next month.","start":652.37994,"end":662.235,"sentiment":"neutral","sentiment_score":0.20650398900563066},{"text":"So instead of paying $105 for next month and you've already paid for $89, that will be less.","start":662.39496,"end":670.095,"sentiment":"neutral","sentiment_score":-0.012942467919654317},{"text":"Okay?","start":670.235,"end":670.735,"sentiment":"neutral","sentiment_score":0.018489420413970947},{"text":"Let me check it.","start":671.515,"end":672.735,"sentiment":"neutral","sentiment_score":-0.005756409838795662},{"text":"Minus one one zero five sorry.","start":676.71497,"end":681.41003,"sentiment":"neutral","sentiment_score":-0.03100033352772395}],"sentiment":"neutral","sentiment_score":0.08077617873455964,"num_words":51,"start":652.37994,"end":681.41003},{"sentences":[{"text":"Hold on.","start":681.41003,"end":682.15,"sentiment":"neutral","sentiment_score":-0.057246334850788116},{"text":"One ninety four $10.05 minus $89.99.","start":682.45,"end":690.07,"sentiment":"neutral","sentiment_score":-0.03893545735627413},{"text":"So if you are to pay today one hundred ninety four dollars and ninety nine cents, the one that you're currently seeing on your invoice, the only payment that you are supposed to pay is for $15.","start":690.13,"end":702.015,"sentiment":"neutral","sentiment_score":-0.09771729562733625},{"text":"But here is another option.","start":702.075,"end":703.775,"sentiment":"neutral","sentiment_score":0.0067169032990932465},{"text":"We will generate a new invoice for your upgraded plan only, which amounts for $105.","start":703.995,"end":711.46,"sentiment":"neutral","sentiment_score":0.047846860438585284}],"sentiment":"neutral","sentiment_score":-0.049420891215021794,"num_words":65,"start":681.41003,"end":711.46},{"sentences":[{"text":"But this is going to be a different invoice because we had to generate a new one.","start":711.84,"end":716.4,"sentiment":"neutral","sentiment_score":-0.05239257906727931},{"text":"Because when you use this invoice, you will be routed to paying these two these two months, which I mean, wherein you've already paid for the September invoice.","start":716.4,"end":732.675,"sentiment":"neutral","sentiment_score":0.038277931577925174},{"text":"You mean the credit?","start":740.63995,"end":741.77997,"sentiment":"neutral","sentiment_score":0.016493442468345165},{"text":"That will be generated I mean, that will be also be showing on your account for credit for $15.01.","start":748.405,"end":754.725,"sentiment":"neutral","sentiment_score":0.07986204816322577},{"text":"I'm not quite sure if that will appear on the account, but this will also get deducted on your account as well.","start":754.725,"end":765.0,"sentiment":"neutral","sentiment_score":-0.07104160196401856}],"sentiment":"neutral","sentiment_score":0.0022393964644935394,"num_words":90,"start":711.84,"end":765.0},{"sentences":[{"text":"No.","start":773.14,"end":773.38,"sentiment":"negative","sentiment_score":-0.38060763478279114},{"text":"No.","start":773.38,"end":773.46,"sentiment":"negative","sentiment_score":-0.42620885372161865},{"text":"No.","start":773.46,"end":773.62,"sentiment":"negative","sentiment_score":-0.4927092492580414},{"text":"No.","start":773.62,"end":773.86,"sentiment":"negative","sentiment_score":-0.4235280156135559},{"text":"No.","start":773.86,"end":774.02,"sentiment":"negative","sentiment_score":-0.40600448846817017}],"sentiment":"negative","sentiment_score":-0.42581164836883545,"num_words":5,"start":773.14,"end":774.02},{"sentences":[{"text":"That's the word.","start":774.02,"end":774.825,"sentiment":"neutral","sentiment_score":-0.3086613714694977},{"text":"So I I'm the best thing here is I'll go ahead and generate a new invoice covering only your October invoice.","start":774.905,"end":784.925,"sentiment":"neutral","sentiment_score":0.10387057930763278},{"text":"So that's one 100 five dollars.","start":789.065,"end":795.92,"sentiment":"neutral","sentiment_score":0.073042427500089},{"text":"Yeah.","start":796.22003,"end":796.72003,"sentiment":"neutral","sentiment_score":0.027147475630044937},{"text":"$105.","start":796.78,"end":798.32,"sentiment":"neutral","sentiment_score":0.02814263477921486}],"sentiment":"neutral","sentiment_score":0.05465133520192467,"num_words":32,"start":774.02,"end":798.32},{"sentences":[{"text":"With tax, it's 105.","start":808.915,"end":810.935,"sentiment":"neutral","sentiment_score":-0.0016512550646439195},{"text":"The credit will stay I mean, the excess amount will be deducted on your next month's bill.","start":814.915,"end":820.64,"sentiment":"neutral","sentiment_score":0.04164841223288985},{"text":"No.","start":832.265,"end":832.42505,"sentiment":"neutral","sentiment_score":-0.23388531804084775},{"text":"It it it $194.99.","start":832.42505,"end":838.185,"sentiment":"neutral","sentiment_score":-0.1971031604334712},{"text":"Yes.","start":838.185,"end":838.425,"sentiment":"neutral","sentiment_score":0.01893213950097561}],"sentiment":"neutral","sentiment_score":-0.01118325305826686,"num_words":27,"start":808.915,"end":838.425},{"sentences":[{"text":"The the $194.99 that you're see, can you click your invoice?","start":838.425,"end":845.885,"sentiment":"neutral","sentiment_score":0.03268034095791253},{"text":"Your the view view view your invoice.","start":846.26,"end":851.16,"sentiment":"neutral","sentiment_score":0.043165181896516254},{"text":"You'll be able to see those two plans.","start":851.22,"end":854.27997,"sentiment":"neutral","sentiment_score":0.08067545248195529},{"text":"Sorry.","start":882.43,"end":882.83,"sentiment":"neutral","sentiment_score":-0.18795862793922424},{"text":"I was on mute.","start":882.83,"end":884.05,"sentiment":"neutral","sentiment_score":-0.22068902850151062}],"sentiment":"neutral","sentiment_score":0.00762351295880733,"num_words":31,"start":838.425,"end":884.05},{"sentences":[{"text":"Okay.","start":884.58997,"end":885.07,"sentiment":"neutral","sentiment_score":-0.10202550888061523},{"text":"I'm sorry again.","start":885.07,"end":886.05,"sentiment":"neutral","sentiment_score":-0.14378264049688974},{"text":"So if you made a payment today for $194.99, the credit amount for next month will be added.","start":887.055,"end":894.65497,"sentiment":"neutral","sentiment_score":-0.006092058339466651},{"text":"So that's $89.99.","start":894.65497,"end":897.07495,"sentiment":"neutral","sentiment_score":0.14620142181714377},{"text":"You only get to pay, like, $15 to complete the $105 for the next month, month of October for your upgraded plan.","start":900.12,"end":907.18,"sentiment":"neutral","sentiment_score":0.17473998123949225}],"sentiment":"neutral","sentiment_score":0.07744368877103354,"num_words":47,"start":884.58997,"end":907.18},{"sentences":[{"text":"You know what?","start":922.885,"end":923.705,"sentiment":"neutral","sentiment_score":0.220070481300354},{"text":"For your convenience, we can actually add your card on your account so that there is no need to pay or arrange a payment manually.","start":923.765,"end":931.63,"sentiment":"neutral","sentiment_score":0.3049045592546463},{"text":"The system will automatically generate or process the payment on your behalf.","start":931.93,"end":937.71,"sentiment":"neutral","sentiment_score":0.3267468586564064},{"text":"I can help you add your credit card on your account.","start":938.09,"end":940.59,"sentiment":"neutral","sentiment_score":0.30728077075698157},{"text":"Okay.","start":942.73,"end":943.23,"sentiment":"positive","sentiment_score":0.46580785512924194}],"sentiment":"neutral","sentiment_score":0.308647770434618,"num_words":52,"start":922.885,"end":943.23},{"sentences":[{"text":"Let me, okay, let me just go ahead and check on this.","start":943.29,"end":947.265,"sentiment":"neutral","sentiment_score":0.15150960348546505},{"text":"Just give me one second.","start":947.265,"end":948.565,"sentiment":"neutral","sentiment_score":0.0967602327466011},{"text":"Alright.","start":951.66504,"end":952.065,"sentiment":"neutral","sentiment_score":0.08020441979169846},{"text":"So I already have here your account pulled up.","start":952.065,"end":955.825,"sentiment":"neutral","sentiment_score":0.05548851191997528},{"text":"Are you going to use your bank account or your credit card?","start":955.825,"end":958.62,"sentiment":"neutral","sentiment_score":0.01581883446003}],"sentiment":"neutral","sentiment_score":0.07875239605513903,"num_words":39,"start":943.29,"end":958.62},{"sentences":[{"text":"Our your bank Okay.","start":966.46,"end":968.3,"sentiment":"neutral","sentiment_score":0.0028561027720570564},{"text":"So for a bank account, if this is the bank account is not actually a real time posting because sometimes there is a clearance check.","start":968.3,"end":977.005,"sentiment":"neutral","sentiment_score":-0.014796660207211971},{"text":"But if you wanna use your I would suggest a credit card because the credit card is a real time reflecting on your account so that let's say, for example, you we made or we make a we process a payment today, this will be automatically up applied in your account.","start":979.385,"end":1008.055,"sentiment":"neutral","sentiment_score":0.09427913406169881},{"text":"Could you so or alright, Chuang.","start":1008.275,"end":1011.255,"sentiment":"neutral","sentiment_score":0.04741853941231966},{"text":"No worries.","start":1011.315,"end":1011.975,"sentiment":"neutral","sentiment_score":0.05757957510650158}],"sentiment":"neutral","sentiment_score":0.055106978747062385,"num_words":88,"start":966.46,"end":1011.975},{"sentences":[{"text":"Could you provide me your card number, please?","start":1012.035,"end":1014.055,"sentiment":"neutral","sentiment_score":0.04290774394758046},{"text":"No worries.","start":1032.975,"end":1033.615,"sentiment":"neutral","sentiment_score":0.07731689512729645},{"text":"No worries, Wong.","start":1033.615,"end":1034.495,"sentiment":"neutral","sentiment_score":0.0957220991452535},{"text":"Please take your time.","start":1034.495,"end":1035.2949,"sentiment":"neutral","sentiment_score":0.09942073002457619},{"text":"No rush.","start":1035.2949,"end":1036.0349,"sentiment":"neutral","sentiment_score":0.025041211396455765}],"sentiment":"neutral","sentiment_score":0.06488565169274807,"num_words":19,"start":1012.035,"end":1036.0349},{"sentences":[{"text":"Four zero one seven?","start":1043.29,"end":1044.67,"sentiment":"neutral","sentiment_score":0.0057656296994537115},{"text":"Alright.","start":1049.61,"end":1050.11,"sentiment":"neutral","sentiment_score":0.02136862277984619},{"text":"Alright.","start":1054.65,"end":1055.15,"sentiment":"neutral","sentiment_score":0.022469250485301014},{"text":"Thank you so much.","start":1061.865,"end":1062.745,"sentiment":"positive","sentiment_score":0.411908283829689},{"text":"I have 4017.","start":1062.745,"end":1064.525,"sentiment":"neutral","sentiment_score":0.08858427902062734}],"sentiment":"neutral","sentiment_score":0.1523297203418154,"num_words":13,"start":1043.29,"end":1064.525},{"sentences":[{"text":"Correct?","start":1064.585,"end":1065.085,"sentiment":"neutral","sentiment_score":0.038375139236450195},{"text":"9542 5457?","start":1066.825,"end":1071.725,"sentiment":"neutral","sentiment_score":0.010159270605072379},{"text":"5 054.","start":1073.89,"end":1075.49,"sentiment":"neutral","sentiment_score":0.008020582143217325},{"text":"Correct?","start":1075.49,"end":1075.99,"sentiment":"neutral","sentiment_score":0.014862734824419022},{"text":"Okay.","start":1077.8099,"end":1078.21,"sentiment":"neutral","sentiment_score":0.02198171988129616}],"sentiment":"neutral","sentiment_score":0.015939899919820682,"num_words":7,"start":1064.585,"end":1078.21},{"sentences":[{"text":"How about the name that is appearing on the card, please?","start":1078.21,"end":1080.95,"sentiment":"neutral","sentiment_score":0.02159793878143484},{"text":"Okay.","start":1085.33,"end":1085.83,"sentiment":"neutral","sentiment_score":0.0768280029296875},{"text":"Thank you so much, Shuang.","start":1090.2251,"end":1091.905,"sentiment":"positive","sentiment_score":0.5767680883407593},{"text":"How about the expiration date, please?","start":1091.905,"end":1093.685,"sentiment":"neutral","sentiment_score":0.07194927955667178},{"text":"'0 is it 06/09 '0?","start":1105.5499,"end":1109.89,"sentiment":"neutral","sentiment_score":0.004227008949965238}],"sentiment":"neutral","sentiment_score":0.13039558904711157,"num_words":28,"start":1078.21,"end":1109.89},{"sentences":[{"text":"Six nine zero.","start":1112.59,"end":1113.7899,"sentiment":"neutral","sentiment_score":0.0008908116724342108},{"text":"Is it 2019?","start":1113.7899,"end":1115.33,"sentiment":"neutral","sentiment_score":0.001464208122342825},{"text":"Oh, sorry.","start":1120.175,"end":1120.995,"sentiment":"neutral","sentiment_score":-0.0211808318272233},{"text":"The expiration date Thank you so much.","start":1121.4551,"end":1131.0399,"sentiment":"neutral","sentiment_score":0.22432624601892062},{"text":"How about the CVV this time?","start":1131.0399,"end":1132.74,"sentiment":"neutral","sentiment_score":0.09589179853598277}],"sentiment":"neutral","sentiment_score":0.1004922813846774,"num_words":21,"start":1112.59,"end":1132.74},{"sentences":[{"text":"Thank you so much.","start":1136.08,"end":1137.44,"sentiment":"positive","sentiment_score":0.5547013878822327},{"text":"I'll go ahead and save this.","start":1137.44,"end":1139.0599,"sentiment":"positive","sentiment_score":0.5232743968566259},{"text":"So this is very convenient.","start":1139.76,"end":1141.2999,"sentiment":"positive","sentiment_score":0.7488802790641784},{"text":"No need to pay and arrange payment plan every month.","start":1141.44,"end":1145.265,"sentiment":"positive","sentiment_score":0.3840650737285614},{"text":"I will the system will automatically process the payment for you.","start":1145.265,"end":1149.4451,"sentiment":"positive","sentiment_score":0.4503264671022242}],"sentiment":"positive","sentiment_score":0.4971415334277683,"num_words":36,"start":1136.08,"end":1149.4451},{"sentences":[{"text":"For you could also you also check the invoices or documents by logging in to your account.","start":1149.745,"end":1154.9651,"sentiment":"neutral","sentiment_score":0.22326327509739818},{"text":"So now let me go to alright.","start":1155.24,"end":1159.34,"sentiment":"neutral","sentiment_score":0.1337738941822733},{"text":"So we are going to process the the full amount for $194.99.","start":1159.56,"end":1165.4,"sentiment":"neutral","sentiment_score":0.09956728418668111},{"text":"Correct?","start":1165.4,"end":1165.8,"sentiment":"neutral","sentiment_score":0.057599782943725586},{"text":"Or just the $105?","start":1165.8,"end":1168.3,"sentiment":"neutral","sentiment_score":0.03066800581291318}],"sentiment":"neutral","sentiment_score":0.14895054030163987,"num_words":41,"start":1149.745,"end":1168.3},{"sentences":[{"text":"Is it the $194.99 that were the credit will be added to your account or just a $105?","start":1170.815,"end":1179.315,"sentiment":"neutral","sentiment_score":0.04690216533425781},{"text":"I can generate a $105 on your behalf if you don't wanna pay for $194.99 one time today.","start":1181.615,"end":1191.88,"sentiment":"neutral","sentiment_score":0.03276218308342828},{"text":"Okay.","start":1197.0599,"end":1197.5599,"sentiment":"neutral","sentiment_score":0.01740747131407261},{"text":"I'll be doing that.","start":1197.965,"end":1199.005,"sentiment":"neutral","sentiment_score":0.020048141945153475},{"text":"Just give me one second.","start":1199.005,"end":1199.805,"sentiment":"neutral","sentiment_score":0.0034012049436569214}],"sentiment":"neutral","sentiment_score":0.03366444207242002,"num_words":46,"start":1170.815,"end":1199.805},{"sentences":[{"text":"I'll be putting you on hold for a minute, urgent.","start":1199.805,"end":1201.405,"sentiment":"neutral","sentiment_score":-0.030296575650572775},{"text":"I'll get back to you.","start":1201.405,"end":1202.125,"sentiment":"neutral","sentiment_score":0.005734958127140999},{"text":"Okay?","start":1202.125,"end":1202.625,"sentiment":"neutral","sentiment_score":0.018175752833485603},{"text":"Thank you.","start":1204.285,"end":1205.025,"sentiment":"neutral","sentiment_score":0.11938125640153885},{"text":"Hello, Shuang?","start":1297.8201,"end":1298.88,"sentiment":"neutral","sentiment_score":0.027037451043725014}],"sentiment":"neutral","sentiment_score":0.0018361100926995277,"num_words":20,"start":1199.805,"end":1298.88},{"sentences":[{"text":"Hi.","start":1300.54,"end":1301.04,"sentiment":"neutral","sentiment_score":-0.04505391418933869},{"text":"You know, I don't wanna take too much of your time.","start":1301.1001,"end":1303.68,"sentiment":"neutral","sentiment_score":-0.18866773356090893},{"text":"While I'm while while I am generating the invoice, Would you want me to call you back so that you can do your I mean, some stuff while I'm generating my invoice?","start":1303.9,"end":1313.165,"sentiment":"neutral","sentiment_score":-0.04167677462100983},{"text":"And then once done and once the payment is processed, I can just give you a callback for confirmation.","start":1313.165,"end":1317.665,"sentiment":"neutral","sentiment_score":0.091720693793736},{"text":"Alright.","start":1319.405,"end":1319.905,"sentiment":"neutral","sentiment_score":0.28120213747024536}],"sentiment":"neutral","sentiment_score":-0.02234625705750659,"num_words":64,"start":1300.54,"end":1319.905},{"sentences":[{"text":"So thank you so much, and we'll talk to you later, Shuang.","start":1319.9651,"end":1322.747,"sentiment":"positive","sentiment_score":0.4863964219888051},{"text":"Thank you.","start":1324.3269,"end":1324.8069,"sentiment":"positive","sentiment_score":0.6381993293762207},{"text":"Goodbye.","start":1324.8069,"end":1325.3069,"sentiment":"neutral","sentiment_score":0.2544906437397003},{"text":"Goodbye.","start":1327.2869,"end":1327.7869,"sentiment":"neutral","sentiment_score":-0.12335620075464249}],"sentiment":"positive","sentiment_score":0.45276813535019755,"num_words":16,"start":1319.9651,"end":1327.7869}]}}]},{"alternatives":[{"transcript":"Hello. Good morning. So my name is Shuang. Yeah. My name my full name is. And what do you need to address? Oh, s h u a n g for first name. So it got an invoice because the last month I up upgrade my my plan. So the sales says my after the upgrade, so the price, I think, is $89. But I got the invoice today. It should be 194 195. And our sale discount should be the two plan. One is 10 of 25 MBPS, and another is 20 of 100 MBPS. So can I know why I have a two the plan in in in in my invoice? Yeah. Yep. Sure. Mhmm. Sure. I think last week, I called you. I would like last last last month, the the September 1, I just call you. So I upgrade and change to the is I think it's probably $90, $89 or 80 or $90 per month for that month. And I I would like to change last month, but they said I need to wait for the next month I mean, for the October. So it would be because because I think I can change the last month, but they said I can't do now. So I'm waiting for this month and get the invoice. There are two I think, two different plans in my invoice, so I don't know why I need to pay more. Is that two months or just one month? Yep. Okay. Hello? Mhmm. I think this is just for this month because I also paid paid yeah. Paid last month. I also paid. Yeah. I already paid. Mhmm. Yep. Yes, ma'am. But I remember I remember the plan is 90 $89.95. But in my account, there are two different funds here. One is $81.81, and one is $95.45. So they are they are both different with with my upgrade when I when I call you last month. So I don't know if I pay. Next next month give me another $100.03. So I don't want to pay this one. So maybe you can change the invoice now, and I can pay it correctly. I I can pay extra months, but the invoice that I have a two black in in my invoice. So I'm not sure I'm not sure. It's too it's too come it's too come convenient. It's because I don't know why I paid too much. Because next month will be another $100 there. Yeah. Mhmm. New plant. I got I got the email and Yep. Okay. Yep. Mhmm. Mhmm. Okay. Sure. Could you please start a new invoice for me? Oh, well, could you please send the new invoice to me? Which one? The last one? The okay. The way can I see that? The system? Yeah. Yeah. Mhmm. Okay. I I just have to pay base math. But where can I see my credit? Yeah. Yeah. Because I need to see is where can I see my credit if I paid? Because I need to see that. Because I apply if I if I pay for for next month, I need to pay again. So I need to Let me double check. I just received my account. There will be the $195. Yeah. Yeah. But instead my service is $95.45, but if I pay, is that the credit coming? Or let me see. But I can't see that. I just see my account here is one not important. So the next payment is December or November. Hello? Mhmm. Oh, okay. Okay. That's fine. Okay. I will do that. No problem. Okay. Good. So that's good. Okay. Sure. Let me see. Maybe back maybe credit card bank account bank account. Because bank account should be. Oh, I can pay anyway. Yeah. I can pay anyway. So which one should be good? So anyway anyway I I can say anyway. So okay. Sure. Okay. No problem. No problem. I'm looking at my card. Let me see for this one. 4017 9542. 5457 404 sorry. 5054. Mhmm. Mhmm. Yep. Yep. Yep. That's my name. Sure. Seth. Six nine zero. Oh, is that okay? Six. Yep. Six nine zero. No. That's CVV. Is that CVV? Oh, upgrade date. Okay. That's the October 29 2029. 690. Okay. Okay. Okay. Sure. Maybe doing that. Okay. Hello? Okay. Okay. Sure. Yep. Thank you. 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Good morning. So my name is Shuang. Yeah. My name my full name is.\n\nAnd what do you need to address? Oh, s h u a n g for first name. So it got an invoice because the last month I up upgrade my my plan. So the sales says my after the upgrade, so the price, I think, is $89. But I got the invoice today.\n\nIt should be 194 195. And our sale discount should be the two plan. One is 10 of 25 MBPS, and another is 20 of 100 MBPS. So can I know why I have a two the plan in in in in my invoice? Yeah.\n\nYep. Sure. Mhmm. Sure. I think last week, I called you.\n\nI would like last last last month, the the September 1, I just call you. So I upgrade and change to the is I think it's probably $90, $89 or 80 or $90 per month for that month. And I I would like to change last month, but they said I need to wait for the next month I mean, for the October. So it would be because because I think I can change the last month, but they said I can't do now. So I'm waiting for this month and get the invoice.\n\nThere are two I think, two different plans in my invoice, so I don't know why I need to pay more. Is that two months or just one month? Yep. Okay. Hello?\n\nMhmm. I think this is just for this month because I also paid paid yeah. Paid last month. I also paid. Yeah.\n\nI already paid. Mhmm. Yep. Yes, ma'am. But I remember I remember the plan is 90 $89.95.\n\nBut in my account, there are two different funds here. One is $81.81, and one is $95.45. So they are they are both different with with my upgrade when I when I call you last month. So I don't know if I pay. Next next month give me another $100.03.\n\nSo I don't want to pay this one. So maybe you can change the invoice now, and I can pay it correctly. I I can pay extra months, but the invoice that I have a two black in in my invoice. So I'm not sure I'm not sure. It's too it's too come it's too come convenient.\n\nIt's because I don't know why I paid too much. Because next month will be another $100 there. Yeah. Mhmm. New plant.\n\nI got I got the email and Yep. Okay. Yep. Mhmm. Mhmm.\n\nOkay. Sure. Could you please start a new invoice for me? Oh, well, could you please send the new invoice to me? Which one?\n\nThe last one? The okay. The way can I see that? The system? Yeah.\n\nYeah. Mhmm. Okay. I I just have to pay base math. But where can I see my credit?\n\nYeah. Yeah. Because I need to see is where can I see my credit if I paid? Because I need to see that. Because I apply if I if I pay for for next month, I need to pay again.\n\nSo I need to Let me double check. I just received my account. There will be the $195. Yeah. Yeah.\n\nBut instead my service is $95.45, but if I pay, is that the credit coming? Or let me see. But I can't see that. I just see my account here is one not important. So the next payment is December or November.\n\nHello? Mhmm. Oh, okay. Okay. That's fine.\n\nOkay. I will do that. No problem. Okay. Good.\n\nSo that's good. Okay. Sure. Let me see. Maybe back maybe credit card bank account bank account.\n\nBecause bank account should be. Oh, I can pay anyway. Yeah. I can pay anyway. So which one should be good?\n\nSo anyway anyway I I can say anyway. So okay. Sure. Okay. No problem.\n\nNo problem. I'm looking at my card. Let me see for this one. 4017 9542. 5457 404 sorry.\n\n5054. Mhmm. Mhmm. Yep. Yep.\n\nYep. That's my name. Sure. Seth. Six nine zero.\n\nOh, is that okay? Six. Yep. Six nine zero. No.\n\nThat's CVV. Is that CVV? Oh, upgrade date. Okay. That's the October 29 2029.\n\n690. Okay. Okay. Okay. Sure.\n\nMaybe doing that. Okay. Hello? Okay. Okay.\n\nSure. Yep. Thank you. Goodbye.","paragraphs":[{"sentences":[{"text":"Hello.","start":4.96,"end":5.44,"sentiment":"neutral","sentiment_score":0.108204647898674},{"text":"Good morning.","start":5.44,"end":5.92,"sentiment":"neutral","sentiment_score":0.25086215138435364},{"text":"So my name is Shuang.","start":5.92,"end":7.22,"sentiment":"neutral","sentiment_score":0.13158899396657944},{"text":"Yeah.","start":12.08,"end":12.58,"sentiment":"neutral","sentiment_score":0.012626416981220244},{"text":"My name my full name is.","start":15.455,"end":16.995,"sentiment":"neutral","sentiment_score":0.02882391183326642}],"sentiment":"neutral","sentiment_score":0.09689625389873982,"num_words":15,"start":4.96,"end":16.995},{"sentences":[{"text":"And what do you need to address?","start":18.015,"end":21.395,"sentiment":"neutral","sentiment_score":0.004501566689993654},{"text":"Oh, s h u a n g for first name.","start":25.055,"end":28.595001,"sentiment":"neutral","sentiment_score":0.017281238175928592},{"text":"So it got an invoice because the last month I up upgrade my my plan.","start":33.77,"end":40.03,"sentiment":"neutral","sentiment_score":-0.05503518171608448},{"text":"So the sales says my after the upgrade, so the price, I think, is $89.","start":40.57,"end":50.295,"sentiment":"neutral","sentiment_score":-0.05411190651357174},{"text":"But I got the invoice today.","start":50.515,"end":52.675,"sentiment":"neutral","sentiment_score":-0.029501657622555893}],"sentiment":"neutral","sentiment_score":-0.030375338124357304,"num_words":53,"start":18.015,"end":52.675},{"sentences":[{"text":"It should be 194 195.","start":52.675,"end":57.76,"sentiment":"neutral","sentiment_score":0.0139609694480896},{"text":"And our sale discount should be the two plan.","start":57.98,"end":61.68,"sentiment":"neutral","sentiment_score":0.009565917568074333},{"text":"One is 10 of 25 MBPS, and another is 20 of 100 MBPS.","start":62.14,"end":72.275,"sentiment":"neutral","sentiment_score":-0.005248398663332829},{"text":"So can I know why I have a two the plan in in in in my invoice?","start":72.575,"end":80.195,"sentiment":"neutral","sentiment_score":-0.1674228144042632},{"text":"Yeah.","start":84.16,"end":84.66,"sentiment":"neutral","sentiment_score":0.02160587906837463}],"sentiment":"neutral","sentiment_score":-0.060820289846095776,"num_words":45,"start":52.675,"end":84.66},{"sentences":[{"text":"Yep.","start":89.600006,"end":90.100006,"sentiment":"neutral","sentiment_score":0.01252979040145874},{"text":"Sure.","start":94.0,"end":94.5,"sentiment":"neutral","sentiment_score":0.06551152467727661},{"text":"Mhmm.","start":186.215,"end":186.715,"sentiment":"neutral","sentiment_score":0.002613305114209652},{"text":"Sure.","start":225.39,"end":225.89,"sentiment":"neutral","sentiment_score":-0.05905211716890335},{"text":"I think last week, I called you.","start":227.07,"end":229.65,"sentiment":"neutral","sentiment_score":-0.031151953020266125}],"sentiment":"neutral","sentiment_score":-0.0178601061925292,"num_words":11,"start":89.600006,"end":229.65},{"sentences":[{"text":"I would like last last last month, the the September 1, I just call you.","start":230.095,"end":236.33499,"sentiment":"neutral","sentiment_score":-0.014981099839011828},{"text":"So I upgrade and change to the is I think it's probably $90, $89 or 80 or $90 per month for that month.","start":236.33499,"end":248.62001,"sentiment":"neutral","sentiment_score":-0.02300183940678835},{"text":"And I I would like to change last month, but they said I need to wait for the next month I mean, for the October.","start":248.92,"end":256.7,"sentiment":"neutral","sentiment_score":-0.2030656373500824},{"text":"So it would be because because I think I can change the last month, but they said I can't do now.","start":257.475,"end":265.875,"sentiment":"neutral","sentiment_score":-0.22938487643287295},{"text":"So I'm waiting for this month and get the invoice.","start":265.875,"end":268.85498,"sentiment":"neutral","sentiment_score":-0.29292296469211576}],"sentiment":"neutral","sentiment_score":-0.14443310414579638,"num_words":94,"start":230.095,"end":268.85498},{"sentences":[{"text":"There are two I think, two different plans in my invoice, so I don't know why I need to pay more.","start":268.915,"end":275.58,"sentiment":"negative","sentiment_score":-0.35549881770497277},{"text":"Is that two months or just one month?","start":275.87997,"end":279.02,"sentiment":"neutral","sentiment_score":-0.1214069128036499},{"text":"Yep.","start":289.955,"end":290.455,"sentiment":"neutral","sentiment_score":0.04442719742655754},{"text":"Okay.","start":290.755,"end":291.255,"sentiment":"neutral","sentiment_score":0.04057851806282997},{"text":"Hello?","start":331.4,"end":331.9,"sentiment":"neutral","sentiment_score":0.04407936707139015}],"sentiment":"neutral","sentiment_score":-0.25961391848977655,"num_words":32,"start":268.915,"end":331.9},{"sentences":[{"text":"Mhmm.","start":346.275,"end":346.775,"sentiment":"neutral","sentiment_score":0.015602817758917809},{"text":"I think this is just for this month because I also paid paid yeah.","start":355.54,"end":363.22,"sentiment":"neutral","sentiment_score":-0.0479864523346935},{"text":"Paid last month.","start":363.22,"end":364.44,"sentiment":"neutral","sentiment_score":-0.04491595799724261},{"text":"I also 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$89.95.","start":428.205,"end":435.425,"sentiment":"neutral","sentiment_score":0.02453731242567301}],"sentiment":"neutral","sentiment_score":0.04636760206673952,"num_words":17,"start":379.075,"end":435.425},{"sentences":[{"text":"But in my account, there are two different funds here.","start":436.365,"end":443.33002,"sentiment":"neutral","sentiment_score":-0.025580781139433385},{"text":"One is $81.81, and one is $95.45.","start":443.87003,"end":450.05002,"sentiment":"neutral","sentiment_score":-0.011494903559131282},{"text":"So they are they are both different with with my upgrade when I when I call you last month.","start":450.35,"end":457.035,"sentiment":"neutral","sentiment_score":-0.057055232556242695},{"text":"So I don't know if I pay.","start":457.595,"end":460.575,"sentiment":"neutral","sentiment_score":-0.18631593829819135},{"text":"Next next month give me another 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the email and Yep.","start":543.005,"end":548.065,"sentiment":"neutral","sentiment_score":0.06219040532596409},{"text":"Okay.","start":553.085,"end":553.585,"sentiment":"neutral","sentiment_score":0.070383220911026},{"text":"Yep.","start":554.28503,"end":554.78503,"sentiment":"neutral","sentiment_score":0.0008489495376124978},{"text":"Mhmm.","start":568.95,"end":569.45,"sentiment":"neutral","sentiment_score":0.0462801530957222},{"text":"Mhmm.","start":569.51,"end":570.01,"sentiment":"neutral","sentiment_score":0.04415542632341385}],"sentiment":"neutral","sentiment_score":0.05493258270629061,"num_words":12,"start":543.005,"end":570.01},{"sentences":[{"text":"Okay.","start":593.27997,"end":593.77997,"sentiment":"neutral","sentiment_score":0.17442451417446136},{"text":"Sure.","start":593.92,"end":594.42,"sentiment":"neutral","sentiment_score":0.22899916768074036},{"text":"Could you please start a new invoice for me?","start":594.56,"end":597.06,"sentiment":"neutral","sentiment_score":0.1420671915014585},{"text":"Oh, well, could you please send the new invoice to me?","start":600.885,"end":604.505,"sentiment":"neutral","sentiment_score":0.024574631317095322},{"text":"Which one?","start":613.28503,"end":613.84503,"sentiment":"neutral","sentiment_score":-0.008374178782105446}],"sentiment":"neutral","sentiment_score":0.0806500413455069,"num_words":24,"start":593.27997,"end":613.84503},{"sentences":[{"text":"The last one?","start":613.84503,"end":614.66504,"sentiment":"neutral","sentiment_score":-0.017324792221188545},{"text":"The okay.","start":614.76,"end":622.60004,"sentiment":"neutral","sentiment_score":0.029643705114722252},{"text":"The way can I see that?","start":622.60004,"end":623.98,"sentiment":"neutral","sentiment_score":0.004003094509243965},{"text":"The system?","start":625.0,"end":625.66003,"sentiment":"neutral","sentiment_score":-0.05183232016861439},{"text":"Yeah.","start":636.385,"end":636.865,"sentiment":"neutral","sentiment_score":0.00617779977619648}],"sentiment":"neutral","sentiment_score":-0.004725374281406403,"num_words":14,"start":613.84503,"end":636.865},{"sentences":[{"text":"Yeah.","start":636.865,"end":637.365,"sentiment":"neutral","sentiment_score":0.01612101122736931},{"text":"Mhmm.","start":643.42,"end":643.92,"sentiment":"neutral","sentiment_score":0.04194270819425583},{"text":"Okay.","start":671.2,"end":671.7,"sentiment":"neutral","sentiment_score":0.01854303479194641},{"text":"I I just have to pay base math.","start":671.76,"end":673.54,"sentiment":"neutral","sentiment_score":-0.03876511612907052},{"text":"But where can I see my credit?","start":734.42,"end":737.755,"sentiment":"neutral","sentiment_score":0.022288132991109575}],"sentiment":"neutral","sentiment_score":-0.004305402437845866,"num_words":18,"start":636.865,"end":737.755},{"sentences":[{"text":"Yeah.","start":742.295,"end":742.615,"sentiment":"neutral","sentiment_score":0.033917926251888275},{"text":"Yeah.","start":742.615,"end":742.855,"sentiment":"neutral","sentiment_score":0.021616684272885323},{"text":"Because I need to see is where can I see my credit if I paid?","start":742.855,"end":746.71497,"sentiment":"neutral","sentiment_score":0.017599915464719135},{"text":"Because I need to see that.","start":763.64496,"end":765.825,"sentiment":"neutral","sentiment_score":-0.06577075955768426},{"text":"Because I apply if I if I pay for for next month, I need to pay again.","start":766.445,"end":772.225,"sentiment":"neutral","sentiment_score":-0.16956613475785537}],"sentiment":"neutral","sentiment_score":-0.07394288764335215,"num_words":40,"start":742.295,"end":772.225},{"sentences":[{"text":"So I need to Let me double check.","start":772.925,"end":788.22,"sentiment":"neutral","sentiment_score":-0.11599861737340689},{"text":"I just received my account.","start":789.445,"end":791.385,"sentiment":"neutral","sentiment_score":0.07418344616889953},{"text":"There will be the $195.","start":791.445,"end":795.145,"sentiment":"neutral","sentiment_score":0.06874263733625412},{"text":"Yeah.","start":797.205,"end":797.705,"sentiment":"neutral","sentiment_score":0.029496461153030396},{"text":"Yeah.","start":798.805,"end":799.305,"sentiment":"neutral","sentiment_score":0.023274388164281845}],"sentiment":"neutral","sentiment_score":-0.008029383607208729,"num_words":20,"start":772.925,"end":799.305},{"sentences":[{"text":"But instead my service is $95.45, but if I pay, is that the credit coming?","start":801.95,"end":812.19,"sentiment":"neutral","sentiment_score":-0.001901112993558248},{"text":"Or let me see.","start":812.19,"end":825.865,"sentiment":"neutral","sentiment_score":-0.011029613669961691},{"text":"But I can't see that.","start":828.66003,"end":829.78,"sentiment":"neutral","sentiment_score":-0.09617403596639633},{"text":"I just see my account here is one not important.","start":829.78,"end":833.56,"sentiment":"neutral","sentiment_score":-0.10729916393756866},{"text":"So the next payment is December or November.","start":857.46,"end":868.2,"sentiment":"neutral","sentiment_score":0.015988883329555392}],"sentiment":"neutral","sentiment_score":-0.03568061671796299,"num_words":42,"start":801.95,"end":868.2},{"sentences":[{"text":"Hello?","start":879.89496,"end":880.39496,"sentiment":"neutral","sentiment_score":-0.06058403104543686},{"text":"Mhmm.","start":891.68,"end":892.18,"sentiment":"neutral","sentiment_score":-0.012434550561010838},{"text":"Oh, okay.","start":907.04504,"end":908.025,"sentiment":"neutral","sentiment_score":0.27650556713342667},{"text":"Okay.","start":909.445,"end":909.945,"sentiment":"neutral","sentiment_score":0.26822763681411743},{"text":"That's fine.","start":910.245,"end":910.98505,"sentiment":"positive","sentiment_score":0.40729542076587677}],"sentiment":"neutral","sentiment_score":0.22325871871518238,"num_words":7,"start":879.89496,"end":910.98505},{"sentences":[{"text":"Okay.","start":914.25,"end":914.57,"sentiment":"positive","sentiment_score":0.3564368486404419},{"text":"I will do that.","start":914.57,"end":915.63,"sentiment":"positive","sentiment_score":0.4006357863545418},{"text":"No problem.","start":918.33,"end":919.07,"sentiment":"positive","sentiment_score":0.3883567601442337},{"text":"Okay.","start":940.955,"end":941.455,"sentiment":"positive","sentiment_score":0.3949466943740845},{"text":"Good.","start":941.515,"end":942.015,"sentiment":"positive","sentiment_score":0.4887607395648956}],"sentiment":"positive","sentiment_score":0.40215566092067295,"num_words":9,"start":914.25,"end":942.015},{"sentences":[{"text":"So that's good.","start":942.54,"end":943.51996,"sentiment":"positive","sentiment_score":0.5112451116243998},{"text":"Okay.","start":943.66,"end":944.14,"sentiment":"neutral","sentiment_score":0.1910472810268402},{"text":"Sure.","start":944.14,"end":944.64,"sentiment":"neutral","sentiment_score":0.16682960093021393},{"text":"Let me see.","start":961.815,"end":962.695,"sentiment":"neutral","sentiment_score":0.008329171687364578},{"text":"Maybe back maybe credit card bank account bank account.","start":962.695,"end":965.815,"sentiment":"neutral","sentiment_score":0.0002723162372907005}],"sentiment":"neutral","sentiment_score":0.11288532811929197,"num_words":17,"start":942.54,"end":965.815},{"sentences":[{"text":"Because bank account should be.","start":965.815,"end":967.515,"sentiment":"neutral","sentiment_score":-0.00289504025131464},{"text":"Oh, I can pay anyway.","start":973.68,"end":980.56,"sentiment":"neutral","sentiment_score":-0.001330699771642685},{"text":"Yeah.","start":980.56,"end":981.06,"sentiment":"neutral","sentiment_score":0.025149177759885788},{"text":"I can pay anyway.","start":981.27997,"end":982.32,"sentiment":"neutral","sentiment_score":0.02468614699319005},{"text":"So which one should be good?","start":982.32,"end":986.56,"sentiment":"neutral","sentiment_score":0.05366425154109796}],"sentiment":"neutral","sentiment_score":0.02022621785068796,"num_words":21,"start":965.815,"end":986.56},{"sentences":[{"text":"So anyway anyway I I can say anyway.","start":986.56,"end":989.39496,"sentiment":"neutral","sentiment_score":0.028513008961454034},{"text":"So okay.","start":989.39496,"end":994.055,"sentiment":"neutral","sentiment_score":0.08642399683594704},{"text":"Sure.","start":995.95496,"end":996.45496,"sentiment":"neutral","sentiment_score":0.09884482622146606},{"text":"Okay.","start":1005.84,"end":1006.34,"sentiment":"neutral","sentiment_score":0.06011379510164261},{"text":"No problem.","start":1008.24,"end":1008.8,"sentiment":"neutral","sentiment_score":0.08670487254858017}],"sentiment":"neutral","sentiment_score":0.05238003084169967,"num_words":14,"start":986.56,"end":1008.8},{"sentences":[{"text":"No problem.","start":1008.8,"end":1009.54,"sentiment":"neutral","sentiment_score":0.05328538455069065},{"text":"I'm looking at my card.","start":1032.04,"end":1033.42,"sentiment":"neutral","sentiment_score":0.030680376291275024},{"text":"Let me see for this one.","start":1038.36,"end":1039.66,"sentiment":"neutral","sentiment_score":0.026066941830019157},{"text":"4017 9542.","start":1040.28,"end":1047.42,"sentiment":"neutral","sentiment_score":0.009292885195463896},{"text":"5457 404 sorry.","start":1051.5651,"end":1058.305,"sentiment":"neutral","sentiment_score":0.006889815131823222}],"sentiment":"neutral","sentiment_score":0.025312750962459378,"num_words":18,"start":1008.8,"end":1058.305},{"sentences":[{"text":"5054.","start":1058.525,"end":1059.985,"sentiment":"neutral","sentiment_score":0.03887346386909485},{"text":"Mhmm.","start":1064.97,"end":1065.47,"sentiment":"neutral","sentiment_score":0.016085529699921608},{"text":"Mhmm.","start":1068.65,"end":1068.8099,"sentiment":"neutral","sentiment_score":0.017188025638461113},{"text":"Yep.","start":1068.8099,"end":1069.3099,"sentiment":"neutral","sentiment_score":0.018943335860967636},{"text":"Yep.","start":1072.25,"end":1072.75,"sentiment":"neutral","sentiment_score":0.01930885575711727}],"sentiment":"neutral","sentiment_score":0.022079842165112495,"num_words":5,"start":1058.525,"end":1072.75},{"sentences":[{"text":"Yep.","start":1076.33,"end":1076.83,"sentiment":"neutral","sentiment_score":0.01966220885515213},{"text":"That's my name.","start":1083.285,"end":1084.3451,"sentiment":"neutral","sentiment_score":0.03775216142336527},{"text":"Sure.","start":1087.045,"end":1087.525,"sentiment":"neutral","sentiment_score":0.11976583302021028},{"text":"Seth.","start":1087.525,"end":1088.025,"sentiment":"neutral","sentiment_score":0.13134650886058807},{"text":"Six nine zero.","start":1096.21,"end":1097.5099,"sentiment":"neutral","sentiment_score":0.006660846993327141}],"sentiment":"neutral","sentiment_score":0.04489039733178086,"num_words":9,"start":1076.33,"end":1097.5099},{"sentences":[{"text":"Oh, is that okay?","start":1101.97,"end":1106.1849,"sentiment":"neutral","sentiment_score":0.007576944888569415},{"text":"Six.","start":1109.125,"end":1109.625,"sentiment":"neutral","sentiment_score":0.002215663203969598},{"text":"Yep.","start":1110.165,"end":1110.485,"sentiment":"neutral","sentiment_score":0.00792198907583952},{"text":"Six nine zero.","start":1110.485,"end":1111.625,"sentiment":"neutral","sentiment_score":0.0021007751735548177},{"text":"No.","start":1116.86,"end":1117.1799,"sentiment":"neutral","sentiment_score":-0.04078974947333336}],"sentiment":"neutral","sentiment_score":0.000595800788141787,"num_words":10,"start":1101.97,"end":1117.1799},{"sentences":[{"text":"That's CVV.","start":1117.1799,"end":1118.08,"sentiment":"neutral","sentiment_score":-0.030555994249880314},{"text":"Is that CVV?","start":1118.2999,"end":1119.12,"sentiment":"neutral","sentiment_score":-0.015070602297782898},{"text":"Oh, upgrade date.","start":1121.26,"end":1124.22,"sentiment":"neutral","sentiment_score":-0.0019821863000591597},{"text":"Okay.","start":1124.22,"end":1124.72,"sentiment":"neutral","sentiment_score":0.009619057178497314},{"text":"That's the October 29 2029.","start":1124.78,"end":1129.44,"sentiment":"neutral","sentiment_score":0.01571046281605959}],"sentiment":"neutral","sentiment_score":-0.0017213559310351098,"num_words":14,"start":1117.1799,"end":1129.44},{"sentences":[{"text":"690.","start":1133.665,"end":1134.645,"sentiment":"neutral","sentiment_score":0.07796429097652435},{"text":"Okay.","start":1149.78,"end":1150.28,"sentiment":"neutral","sentiment_score":0.2392207235097885},{"text":"Okay.","start":1169.205,"end":1169.705,"sentiment":"neutral","sentiment_score":0.02892216481268406},{"text":"Okay.","start":1192.325,"end":1192.825,"sentiment":"neutral","sentiment_score":0.041733518242836},{"text":"Sure.","start":1193.045,"end":1193.545,"sentiment":"neutral","sentiment_score":0.04066666215658188}],"sentiment":"neutral","sentiment_score":0.08570147193968296,"num_words":5,"start":1133.665,"end":1193.545},{"sentences":[{"text":"Maybe doing that.","start":1194.325,"end":1195.41,"sentiment":"neutral","sentiment_score":0.015368393311897913},{"text":"Okay.","start":1202.93,"end":1203.43,"sentiment":"neutral","sentiment_score":0.054088227450847626},{"text":"Hello?","start":1299.27,"end":1299.77,"sentiment":"neutral","sentiment_score":-0.00019953027367591855},{"text":"Okay.","start":1314.455,"end":1314.955,"sentiment":"neutral","sentiment_score":0.06818700581789017},{"text":"Okay.","start":1317.8401,"end":1318.3401,"sentiment":"neutral","sentiment_score":0.1503082811832428}],"sentiment":"neutral","sentiment_score":0.04549845201628549,"num_words":7,"start":1194.325,"end":1318.3401},{"sentences":[{"text":"Sure.","start":1318.7201,"end":1319.2201,"sentiment":"neutral","sentiment_score":0.25080248713493347},{"text":"Yep.","start":1320.4801,"end":1320.9801,"sentiment":"positive","sentiment_score":0.43570420145988464},{"text":"Thank you.","start":1323.04,"end":1323.86,"sentiment":"positive","sentiment_score":0.7057340741157532},{"text":"Goodbye.","start":1325.76,"end":1326.26,"sentiment":"neutral","sentiment_score":0.1267969310283661}],"sentiment":"positive","sentiment_score":0.4449543535709381,"num_words":5,"start":1318.7201,"end":1326.26}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel. My name is Mary. May I have your name, please?\n\nChannel 1: Hello. Good morning. So my name is Shuang.\n\nChannel 0: Hi. Good morning. Could you spell your name, please? So I just want\n\nChannel 1: Yeah.\n\nChannel 0: to make sure that I spell it correct.\n\nChannel 1: My name my full name is. And what do you need to address?\n\nChannel 0: Could you spell your name, please?\n\nChannel 1: Oh, s h u a n g for first name.\n\nChannel 0: Thank you so much, Juan. How about your last name, please?\n\nChannel 1: So it got an invoice because the last month I up upgrade my my plan. So the sales says my after the upgrade, so the price, I think, is $89. But I got the invoice today. It should be 194 195. And our sale discount should be the two plan.\n\nOne is 10 of 25 MBPS, and another is 20 of 100 MBPS. So can I know why I have a two the plan in in in in my invoice?\n\nChannel 0: Mhmm. Let me just go ahead and take a look into your account, Shuang.\n\nChannel 1: Yeah.\n\nChannel 0: Alright? Just give me one second. And I'm so sorry that you had to contact us regarding with this concern. Rest\n\nChannel 1: Yep.\n\nChannel 0: assured that we will take a look into it, and we'll work on this together. Alright?\n\nChannel 1: Sure.\n\nChannel 0: Sure. Thank you so much. Let me just go ahead and check on your current invoice. Okay. Checking on the invoice now.\n\nHold on. Okay. 60 I'm currently checking on this, Chiwang. Alright? So the upgraded plan yeah.\n\nSo the for your upgraded plan, which is 100 MBPS, it's I mean, the billing starts today, October 1. So\n\nChannel 1: Mhmm.\n\nChannel 0: uh-huh. Actually, I know you might still remember your current pricing. However, as part of our recent network and pricing updates, there has been an adjustment to the pricing of our services. And we also took the opportunity to view your plan, and let me take a look into it. Okay.\n\nSo can you tell me the previous pranks that you saw on the website or the moment when you try to\n\nChannel 1: Sure.\n\nChannel 0: upgrade?\n\nChannel 1: I think last week, I called you. I would like last last last month, the the September 1, I just call you. So I upgrade and change to the is I think it's probably $90, $89 or 80 or $90 per month for\n\nChannel 0: Yeah.\n\nChannel 1: that month. And I I would like to change last month, but they said I need to wait for the next month I mean, for the October. So it would be because because I think I can change the last month, but they said I can't do now. So I'm waiting for this month and get the invoice. There are two I think, two different plans in my invoice, so I don't know why I need to pay more.\n\nIs that two\n\nChannel 0: Mhmm.\n\nChannel 1: months or just one month?\n\nChannel 0: One second, please. One moment. Let me put you on hold for a minute or two, Sean, and I'll get back to you. Okay? Hold on.\n\nChannel 1: Yep. Okay.\n\nChannel 0: Hello, Shuang?\n\nChannel 1: Hello?\n\nChannel 0: Hi. Thank you so much for holding. I've confirmed that, no, your invoice was only was supposed to be your October invoice, which is your upgraded plan, which is the 100 MBPS.\n\nChannel 1: Mhmm.\n\nChannel 0: In the meantime, you're seeing an invoice from September 1 to September 30. Correct?\n\nChannel 1: I think this is just for this month because I also paid paid yeah. Paid last month.\n\nChannel 0: Yeah. Yeah. For the meantime, please disregard the invoice for September 1230. As I'm also looking here that there was already a September\n\nChannel 1: I also\n\nChannel 0: invoice.\n\nChannel 1: paid. Yeah.\n\nChannel 0: Yeah.\n\nChannel 1: I already paid.\n\nChannel 0: That, yeah, that has been paid already. So in the meantime, please disregard the September invoice. When you make a payment, we'll go ahead and let me just we actually do have here two options, Chuang. Just let\n\nChannel 1: Mhmm.\n\nChannel 0: me know whichever do you prefer.\n\nChannel 1: Yep.\n\nChannel 0: If in any case that you actually, when you make a payment for $194.99, the one that you're seeing on your invoice right now, you will the excess amount for your price or your\n\nChannel 1: Yes,\n\nChannel 0: subscription\n\nChannel 1: ma'am.\n\nChannel 0: for $105 will be credited to your account.\n\nChannel 1: But\n\nChannel 0: So let's\n\nChannel 1: I\n\nChannel 0: say\n\nChannel 1: remember I remember the plan is 90 $89.95. But in my account, there are two different funds\n\nChannel 0: Mhmm.\n\nChannel 1: here. One is $81.81, and one is $95.45. So they are they are both different with with my upgrade when I when I call you last month. So\n\nChannel 0: Yeah.\n\nChannel 1: I don't know if I pay. Next\n\nChannel 0: Mhmm.\n\nChannel 1: next month give me another $100.03. So I don't want to pay this one. So maybe you can change the invoice now, and I can pay it correctly. I I can pay extra months, but the invoice that I have a two black in in my invoice. So I'm not sure\n\nChannel 0: Yeah. No\n\nChannel 1: I'm not\n\nChannel 0: worries.\n\nChannel 1: sure. It's too it's too come it's too come convenient. It's because I don't know why I paid too much.\n\nChannel 0: Yeah. Hold on.\n\nChannel 1: Because next month will be another $100\n\nChannel 0: No. Yeah. So here's what happened. Actually, you're yeah. I've heard you earlier.\n\nThe price that was discussed before was $89 and 95\n\nChannel 1: there.\n\nChannel 0: or something.\n\nChannel 1: Yeah.\n\nChannel 0: We actually experienced an increase in the cost associated with the network and also with maintaining and providing our network services. So as a result, we've had to make a small adjustment to our pricing to help us continue delivering reliable and quality\n\nChannel 1: Mhmm.\n\nChannel 0: service to our customers. So the invoice that you're currently seeing right now for if you're currently, look is there any way that you could pull up the invoice as well?\n\nChannel 1: New plant.\n\nChannel 0: So that\n\nChannel 1: I\n\nChannel 0: yeah.\n\nChannel 1: got\n\nChannel 0: So\n\nChannel 1: I\n\nChannel 0: that\n\nChannel 1: got the email and\n\nChannel 0: okay. So\n\nChannel 1: Yep.\n\nChannel 0: let's go first on number two, the upgraded\n\nChannel 1: Okay.\n\nChannel 0: plan. Okay.\n\nChannel 1: Yep.\n\nChannel 0: So for number two, the upgraded plan, actually, our standard plan right now is 90 I mean, sorry. It's $105 with GST or with taxes, and that's for an upgraded plan.\n\nChannel 1: Mhmm. Mhmm.\n\nChannel 0: And for number one, which is the 25 m p p s, in the meantime, please disregard this amount. But if in any case that you will be paying this invoice, the amount of $89.99 will be credited to your account and will and can be used on your next month's invoice.\n\nChannel 1: Okay. Sure. Could you please start a new invoice for me?\n\nChannel 0: I'm sorry?\n\nChannel 1: Oh, well, could you please send the new invoice to me?\n\nChannel 0: Are you going to pay only for the upgraded plan for $105?\n\nChannel 1: Which one? The last one? The\n\nChannel 0: Yeah. Number two. Because the the September one to thirty has been paid already.\n\nChannel 1: okay. The way can I see that? The system?\n\nChannel 0: I mean, on your previous payment. I've because I'm seeing here that a payment was made September\n\nChannel 1: Yeah.\n\nChannel 0: first for\n\nChannel 1: Yeah.\n\nChannel 0: September 1 invoice. So this so, again, this there are two options for you to make a payment.\n\nChannel 1: Mhmm.\n\nChannel 0: The one option is for you to pay for $194.99, the current invoice that you're currently seeing right now. So the September invoice has been paid, and the amount of $89 and $99.99 will be credited to your bill next month. So instead of paying $105 for next month and you've already paid for $89, that will be less. Okay?\n\nChannel 1: Okay.\n\nChannel 0: Let me\n\nChannel 1: I\n\nChannel 0: check\n\nChannel 1: I just\n\nChannel 0: it.\n\nChannel 1: have to pay base math.\n\nChannel 0: Minus one one zero five sorry. Hold on. One ninety four $10.05 minus $89.99. So if you are to pay today one hundred ninety four dollars and ninety nine cents, the one that you're currently seeing on your invoice, the only payment that you are supposed to pay is for $15. But here is another option.\n\nWe will generate a new invoice for your upgraded plan only, which amounts for $105. But this is going to be a different invoice because we had to generate a new one. Because when you use this invoice, you will be routed to paying these two these two months, which I mean, wherein you've already paid for the September invoice.\n\nChannel 1: But where can I see my credit?\n\nChannel 0: You mean the credit?\n\nChannel 1: Yeah. Yeah. Because I need to see is where can I see my credit if I paid?\n\nChannel 0: That will be generated I mean, that will be also be showing on your account for credit for $15.01. I'm not quite sure if that will appear on the account, but this will also get deducted on your\n\nChannel 1: Because\n\nChannel 0: account\n\nChannel 1: I\n\nChannel 0: as\n\nChannel 1: need\n\nChannel 0: well.\n\nChannel 1: to see that. Because I apply if I if I pay for for next month, I need to pay again. So\n\nChannel 0: No.\n\nChannel 1: I need\n\nChannel 0: No. No.\n\nChannel 1: to\n\nChannel 0: No. No. That's the word. So I I'm the best thing here is I'll go ahead and generate a new invoice covering only your October invoice.\n\nChannel 1: Let me double check.\n\nChannel 0: So that's\n\nChannel 1: I\n\nChannel 0: one\n\nChannel 1: just\n\nChannel 0: 100\n\nChannel 1: received\n\nChannel 0: five\n\nChannel 1: my account. There will be the $195.\n\nChannel 0: dollars. Yeah. $105.\n\nChannel 1: Yeah. Yeah. But instead my service is $95.45, but\n\nChannel 0: With\n\nChannel 1: if\n\nChannel 0: tax,\n\nChannel 1: I pay,\n\nChannel 0: it's 105.\n\nChannel 1: is that the credit coming? Or\n\nChannel 0: The credit will stay I mean, the excess amount will be deducted on your next month's bill.\n\nChannel 1: let me see. But I can't see that. I just see my account here is one\n\nChannel 0: No. It it\n\nChannel 1: not\n\nChannel 0: it\n\nChannel 1: important.\n\nChannel 0: $194.99. Yes. The the $194.99 that you're see, can you click your invoice? Your the view view view your invoice. You'll be able to see those two plans.\n\nChannel 1: So the next payment is December or November. Hello?\n\nChannel 0: Sorry. I was on mute. Okay. I'm sorry again. So if you made a payment today for $194.99,\n\nChannel 1: Mhmm.\n\nChannel 0: the credit amount for next month will be added. So that's $89.99. You only get to pay, like, $15 to complete the $105 for the next month, month of October for your upgraded plan.\n\nChannel 1: Oh, okay. Okay. That's fine. Okay. I will do that.\n\nNo problem.\n\nChannel 0: You know what? For your convenience, we can actually add your card on your account so that there is no need to pay or arrange a payment manually. The system will automatically generate or process the payment on your behalf. I can help you add your credit card on your account.\n\nChannel 1: Okay. Good. So\n\nChannel 0: Okay.\n\nChannel 1: that's good.\n\nChannel 0: Let me,\n\nChannel 1: Okay. Sure.\n\nChannel 0: okay, let me just go ahead and check on this. Just give me one second. Alright. So I already have here your account pulled up. Are you going to use your bank account or your credit card?\n\nChannel 1: Let me see. Maybe back maybe credit card bank account bank account. Because bank account\n\nChannel 0: Our your\n\nChannel 1: should\n\nChannel 0: bank\n\nChannel 1: be.\n\nChannel 0: Okay. So for a bank account, if this is the bank account is not actually a real time posting because sometimes there is\n\nChannel 1: Oh,\n\nChannel 0: a clearance check. But\n\nChannel 1: I\n\nChannel 0: if\n\nChannel 1: can\n\nChannel 0: you\n\nChannel 1: pay\n\nChannel 0: wanna\n\nChannel 1: anyway.\n\nChannel 0: use your\n\nChannel 1: Yeah. I can pay anyway. So which one should be good? So anyway anyway I I can say anyway. So\n\nChannel 0: I would suggest a credit card because the credit\n\nChannel 1: okay.\n\nChannel 0: card is a real time reflecting on your\n\nChannel 1: Sure.\n\nChannel 0: account so that let's say, for example, you we made or we make a we process a payment today, this will be automatically up\n\nChannel 1: Okay.\n\nChannel 0: applied in your account.\n\nChannel 1: No\n\nChannel 0: Could\n\nChannel 1: problem.\n\nChannel 0: you\n\nChannel 1: No\n\nChannel 0: so\n\nChannel 1: problem.\n\nChannel 0: or alright, Chuang. No worries. Could you provide me your card number, please?\n\nChannel 1: I'm looking at my card.\n\nChannel 0: No worries. No worries, Wong. Please take your time. No rush.\n\nChannel 1: Let me see for this one. 4017\n\nChannel 0: Four zero one seven?\n\nChannel 1: 9542.\n\nChannel 0: Alright.\n\nChannel 1: 5457\n\nChannel 0: Alright.\n\nChannel 1: 404 sorry. 5054.\n\nChannel 0: Thank you so much. I have 4017. Correct?\n\nChannel 1: Mhmm.\n\nChannel 0: 9542\n\nChannel 1: Mhmm. Yep.\n\nChannel 0: 5457?\n\nChannel 1: Yep.\n\nChannel 0: 5 054. Correct?\n\nChannel 1: Yep.\n\nChannel 0: Okay. How about the name that is appearing on the card, please?\n\nChannel 1: That's my name.\n\nChannel 0: Okay.\n\nChannel 1: Sure. Seth.\n\nChannel 0: Thank you so much, Shuang. How about the expiration date, please?\n\nChannel 1: Six nine zero. Oh, is that\n\nChannel 0: '0\n\nChannel 1: okay?\n\nChannel 0: is it 06/09\n\nChannel 1: Six.\n\nChannel 0: '0?\n\nChannel 1: Yep. Six nine zero.\n\nChannel 0: Six nine zero. Is it 2019?\n\nChannel 1: No. That's CVV. Is that CVV?\n\nChannel 0: Oh, sorry.\n\nChannel 1: Oh,\n\nChannel 0: The expiration date\n\nChannel 1: upgrade date. Okay. That's the October 29 2029.\n\nChannel 0: Thank you so much. How about the CVV this time?\n\nChannel 1: 690.\n\nChannel 0: Thank you so much. I'll go ahead and save this. So this is very convenient. No need to pay and arrange payment plan every month. I will the system will automatically process the payment for you.\n\nFor\n\nChannel 1: Okay.\n\nChannel 0: you could also you also check the invoices or documents by logging in to your account. So now let me go to alright. So we are going to process the the full amount for $194.99. Correct? Or just the $105?\n\nChannel 1: Okay.\n\nChannel 0: Is it the $194.99 that were the credit will be added to your account or just a $105? I can generate a $105 on your behalf if you don't wanna pay for $194.99 one time today.\n\nChannel 1: Okay. Sure. Maybe doing that.\n\nChannel 0: Okay. I'll be doing that. Just give me one second. I'll be putting you on hold for a minute, urgent. I'll get back to you.\n\nOkay?\n\nChannel 1: Okay.\n\nChannel 0: Thank you. Hello, Shuang?\n\nChannel 1: Hello?\n\nChannel 0: Hi. You know, I don't wanna take too much of your time. While I'm while while I am generating the invoice, Would you want me to call you back so that you can do your I mean, some stuff while I'm generating my invoice? And then once done and once\n\nChannel 1: Okay.\n\nChannel 0: the payment is processed, I can just give you a callback for confirmation.\n\nChannel 1: Okay. Sure.\n\nChannel 0: Alright. So thank you\n\nChannel 1: Yep.\n\nChannel 0: so much, and we'll talk to you later, Shuang.\n\nChannel 1: Thank you.\n\nChannel 0: Thank you. Goodbye.\n\nChannel 1: Goodbye.\n\nChannel 0: Goodbye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.79999995,"end":2.24,"sentiment":"positive","sentiment_score":0.5736830472946167},{"text":"My name is Mary.","start":2.24,"end":3.1999998,"sentiment":"positive","sentiment_score":0.512464314699173},{"text":"May I have your name, please?","start":3.1999998,"end":4.5,"sentiment":"positive","sentiment_score":0.34969550867875415}],"sentiment":"positive","sentiment_score":0.4677630364894867,"channel":0,"num_words":15,"start":0.79999995,"end":4.5},{"sentences":[{"text":"Hello.","start":4.96,"end":5.44,"sentiment":"neutral","sentiment_score":0.108204647898674},{"text":"Good morning.","start":5.44,"end":5.92,"sentiment":"neutral","sentiment_score":0.25086215138435364},{"text":"So my name is Shuang.","start":5.92,"end":7.22,"sentiment":"neutral","sentiment_score":0.13158899396657944}],"sentiment":"neutral","sentiment_score":0.1584842400625348,"channel":1,"num_words":8,"start":4.96,"end":7.22},{"sentences":[{"text":"Hi.","start":9.679999,"end":9.92,"sentiment":"neutral","sentiment_score":0.13100704550743103},{"text":"Good morning.","start":9.92,"end":10.32,"sentiment":"neutral","sentiment_score":0.2104519009590149},{"text":"Could you spell your name, please?","start":10.32,"end":11.5199995,"sentiment":"neutral","sentiment_score":0.06692083738744259},{"text":"So I just want","start":11.5199995,"end":12.24,"sentiment":"neutral","sentiment_score":0.003413190832361579}],"sentiment":"neutral","sentiment_score":0.07439143346765867,"channel":0,"num_words":13,"start":9.679999,"end":12.24},{"sentences":[{"text":"Yeah.","start":12.08,"end":12.58,"sentiment":"neutral","sentiment_score":0.012626416981220244}],"sentiment":"neutral","sentiment_score":0.012626416981220244,"channel":1,"num_words":1,"start":12.08,"end":12.58},{"sentences":[{"text":"to make sure that I spell it correct.","start":12.24,"end":15.004999,"sentiment":"neutral","sentiment_score":0.013782895868644118}],"sentiment":"neutral","sentiment_score":0.013782895868644118,"channel":0,"num_words":8,"start":12.24,"end":15.004999},{"sentences":[{"text":"My name my full name is.","start":15.455,"end":16.995,"sentiment":"neutral","sentiment_score":0.02882391183326642},{"text":"And what do you need to address?","start":18.015,"end":21.395,"sentiment":"neutral","sentiment_score":0.004501566689993654}],"sentiment":"neutral","sentiment_score":0.015727264448427238,"channel":1,"num_words":13,"start":15.455,"end":21.395},{"sentences":[{"text":"Could you spell your name, please?","start":23.145,"end":24.765,"sentiment":"neutral","sentiment_score":0.004144248164569338}],"sentiment":"neutral","sentiment_score":0.004144248164569338,"channel":0,"num_words":6,"start":23.145,"end":24.765},{"sentences":[{"text":"Oh, s h u a n g for first name.","start":25.055,"end":28.595001,"sentiment":"neutral","sentiment_score":0.017281238175928592}],"sentiment":"neutral","sentiment_score":0.017281238175928592,"channel":1,"num_words":10,"start":25.055,"end":28.595001},{"sentences":[{"text":"Thank you so much, Juan.","start":29.78,"end":30.980001,"sentiment":"positive","sentiment_score":0.48574026823043825},{"text":"How about your last name, please?","start":30.980001,"end":32.52,"sentiment":"neutral","sentiment_score":0.1721844176451365}],"sentiment":"neutral","sentiment_score":0.3147098042748191,"channel":0,"num_words":11,"start":29.78,"end":32.52},{"sentences":[{"text":"So it got an invoice because the last month I up upgrade my my plan.","start":33.77,"end":40.03,"sentiment":"neutral","sentiment_score":-0.05503518171608448},{"text":"So the sales says my after the upgrade, so the price, I think, is $89.","start":40.57,"end":50.295,"sentiment":"neutral","sentiment_score":-0.05411190651357174},{"text":"But I got the invoice today.","start":50.515,"end":52.675,"sentiment":"neutral","sentiment_score":-0.029501657622555893},{"text":"It should be 194 195.","start":52.675,"end":57.76,"sentiment":"neutral","sentiment_score":0.0139609694480896},{"text":"And our sale discount should be the two plan.","start":57.98,"end":61.68,"sentiment":"neutral","sentiment_score":0.009565917568074333}],"sentiment":"neutral","sentiment_score":-0.03316636327654123,"channel":1,"num_words":50,"start":33.77,"end":61.68},{"sentences":[{"text":"One is 10 of 25 MBPS, and another is 20 of 100 MBPS.","start":62.14,"end":72.275,"sentiment":"neutral","sentiment_score":-0.005248398663332829},{"text":"So can I know why I have a two the plan in in in in my invoice?","start":72.575,"end":80.195,"sentiment":"neutral","sentiment_score":-0.1674228144042632}],"sentiment":"neutral","sentiment_score":-0.09714723424986005,"channel":1,"num_words":30,"start":62.14,"end":80.195},{"sentences":[{"text":"Mhmm.","start":81.095,"end":81.415,"sentiment":"neutral","sentiment_score":-0.022237755358219147},{"text":"Let me just go ahead and take a look into your account, Shuang.","start":81.415,"end":84.215,"sentiment":"neutral","sentiment_score":0.002851524605200841}],"sentiment":"neutral","sentiment_score":0.0010594331792422704,"channel":0,"num_words":14,"start":81.095,"end":84.215},{"sentences":[{"text":"Yeah.","start":84.16,"end":84.66,"sentiment":"neutral","sentiment_score":0.02160587906837463}],"sentiment":"neutral","sentiment_score":0.02160587906837463,"channel":1,"num_words":1,"start":84.16,"end":84.66},{"sentences":[{"text":"Alright?","start":84.215,"end":84.615,"sentiment":"neutral","sentiment_score":0.016608789563179016},{"text":"Just give me one second.","start":84.615,"end":85.68,"sentiment":"neutral","sentiment_score":-0.06450138837099076},{"text":"And I'm so sorry that you had to contact us regarding with this concern.","start":85.68,"end":89.060005,"sentiment":"negative","sentiment_score":-0.35666315789733616},{"text":"Rest","start":89.36,"end":89.600006,"sentiment":"neutral","sentiment_score":-0.02410577237606049}],"sentiment":"neutral","sentiment_score":-0.25348991120145437,"channel":0,"num_words":21,"start":84.215,"end":89.600006},{"sentences":[{"text":"Yep.","start":89.600006,"end":90.100006,"sentiment":"neutral","sentiment_score":0.01252979040145874}],"sentiment":"neutral","sentiment_score":0.01252979040145874,"channel":1,"num_words":1,"start":89.600006,"end":90.100006},{"sentences":[{"text":"assured that we will take a look into it, and we'll work on this together.","start":89.600006,"end":92.880005,"sentiment":"neutral","sentiment_score":0.05885496536890666},{"text":"Alright?","start":92.880005,"end":93.380005,"sentiment":"neutral","sentiment_score":0.034005019813776016}],"sentiment":"neutral","sentiment_score":0.05730184377171099,"channel":0,"num_words":16,"start":89.600006,"end":93.380005},{"sentences":[{"text":"Sure.","start":94.0,"end":94.5,"sentiment":"neutral","sentiment_score":0.06551152467727661}],"sentiment":"neutral","sentiment_score":0.06551152467727661,"channel":1,"num_words":1,"start":94.0,"end":94.5},{"sentences":[{"text":"Sure.","start":94.64,"end":95.04,"sentiment":"neutral","sentiment_score":0.10949018597602844},{"text":"Thank you so much.","start":95.04,"end":96.08,"sentiment":"neutral","sentiment_score":0.2954394295811653},{"text":"Let me just go ahead and check on your current invoice.","start":96.08,"end":99.22,"sentiment":"neutral","sentiment_score":0.0828258330849084},{"text":"Okay.","start":112.565,"end":113.045006,"sentiment":"neutral","sentiment_score":0.019176388159394264},{"text":"Checking on the invoice now.","start":113.045006,"end":115.72,"sentiment":"neutral","sentiment_score":0.008697770908474923}],"sentiment":"neutral","sentiment_score":0.10295442322438414,"channel":0,"num_words":22,"start":94.64,"end":115.72},{"sentences":[{"text":"Hold on.","start":115.72,"end":116.54,"sentiment":"neutral","sentiment_score":-0.0017151669599115849},{"text":"Okay.","start":131.485,"end":131.985,"sentiment":"neutral","sentiment_score":0.01613464578986168},{"text":"60 I'm currently checking on this, Chiwang.","start":135.16501,"end":153.18001,"sentiment":"neutral","sentiment_score":0.020882046914526393},{"text":"Alright?","start":153.18001,"end":153.68001,"sentiment":"neutral","sentiment_score":0.0402868315577507},{"text":"So the upgraded plan yeah.","start":169.64,"end":175.8,"sentiment":"neutral","sentiment_score":0.02926279753446579}],"sentiment":"neutral","sentiment_score":0.021592466218862683,"channel":0,"num_words":16,"start":115.72,"end":175.8},{"sentences":[{"text":"So the for your upgraded plan, which is 100 MBPS, it's I mean, the billing starts today, October 1.","start":175.8,"end":184.815,"sentiment":"neutral","sentiment_score":0.027685149327704783},{"text":"So","start":185.935,"end":186.255,"sentiment":"neutral","sentiment_score":0.002166975289583206}],"sentiment":"neutral","sentiment_score":0.0264092406257987,"channel":0,"num_words":20,"start":175.8,"end":186.255},{"sentences":[{"text":"Mhmm.","start":186.215,"end":186.715,"sentiment":"neutral","sentiment_score":0.002613305114209652}],"sentiment":"neutral","sentiment_score":0.002613305114209652,"channel":1,"num_words":1,"start":186.215,"end":186.715},{"sentences":[{"text":"uh-huh.","start":187.455,"end":187.955,"sentiment":"neutral","sentiment_score":-0.001947068958543241},{"text":"Actually, I know you might still remember your current pricing.","start":188.575,"end":193.235,"sentiment":"neutral","sentiment_score":-0.08309611827135086},{"text":"However, as part of our recent network and pricing updates, there has been an adjustment to the pricing of our services.","start":193.455,"end":201.61,"sentiment":"neutral","sentiment_score":-0.062180093533936},{"text":"And we also took the opportunity to view your plan, and let me take a look into it.","start":202.79001,"end":212.665,"sentiment":"neutral","sentiment_score":0.08948933415942723},{"text":"Okay.","start":216.805,"end":217.28499,"sentiment":"neutral","sentiment_score":-0.0128257405012846}],"sentiment":"neutral","sentiment_score":-0.010602116500319657,"channel":0,"num_words":51,"start":187.455,"end":217.28499},{"sentences":[{"text":"So can you tell me the previous pranks that you saw on the website or the moment when you try to","start":217.28499,"end":225.46,"sentiment":"neutral","sentiment_score":-0.10692998589504332}],"sentiment":"neutral","sentiment_score":-0.10692998589504332,"channel":0,"num_words":21,"start":217.28499,"end":225.46},{"sentences":[{"text":"Sure.","start":225.39,"end":225.89,"sentiment":"neutral","sentiment_score":-0.05905211716890335}],"sentiment":"neutral","sentiment_score":-0.05905211716890335,"channel":1,"num_words":1,"start":225.39,"end":225.89},{"sentences":[{"text":"upgrade?","start":225.46,"end":225.96,"sentiment":"neutral","sentiment_score":-0.024704430252313617}],"sentiment":"neutral","sentiment_score":-0.024704430252313617,"channel":0,"num_words":1,"start":225.46,"end":225.96},{"sentences":[{"text":"I think last week, I called you.","start":227.07,"end":229.65,"sentiment":"neutral","sentiment_score":-0.031151953020266125},{"text":"I would like last last last month, the the September 1, I just call you.","start":230.095,"end":236.33499,"sentiment":"neutral","sentiment_score":-0.014981099839011828},{"text":"So I upgrade and change to the is I think it's probably $90, $89 or 80 or $90 per month for","start":236.33499,"end":247.66,"sentiment":"neutral","sentiment_score":-0.01799752044358424}],"sentiment":"neutral","sentiment_score":-0.01908669995447231,"channel":1,"num_words":43,"start":227.07,"end":247.66},{"sentences":[{"text":"Yeah.","start":247.685,"end":248.185,"sentiment":"neutral","sentiment_score":-0.04577062278985977}],"sentiment":"neutral","sentiment_score":-0.04577062278985977,"channel":0,"num_words":1,"start":247.685,"end":248.185},{"sentences":[{"text":"that month.","start":247.8,"end":248.62001,"sentiment":"neutral","sentiment_score":-0.07554718852043152},{"text":"And I I would like to change last month, but they said I need to wait for the next month I mean, for the October.","start":248.92,"end":256.7,"sentiment":"neutral","sentiment_score":-0.2030656373500824},{"text":"So it would be because because I think I can change the last month, but they said I can't do now.","start":257.475,"end":265.875,"sentiment":"neutral","sentiment_score":-0.22938487643287295},{"text":"So I'm waiting for this month and get the invoice.","start":265.875,"end":268.85498,"sentiment":"neutral","sentiment_score":-0.29292296469211576},{"text":"There are two I think, two different plans in my invoice, so I don't know why I need to pay more.","start":268.915,"end":275.58,"sentiment":"negative","sentiment_score":-0.35549881770497277}],"sentiment":"neutral","sentiment_score":-0.258728133349479,"channel":1,"num_words":79,"start":247.8,"end":275.58},{"sentences":[{"text":"Is that two","start":275.87997,"end":276.59998,"sentiment":"neutral","sentiment_score":-0.14877328276634216}],"sentiment":"neutral","sentiment_score":-0.14877328276634216,"channel":1,"num_words":3,"start":275.87997,"end":276.59998},{"sentences":[{"text":"Mhmm.","start":276.57498,"end":277.07498,"sentiment":"neutral","sentiment_score":-0.1136850118637085}],"sentiment":"neutral","sentiment_score":-0.1136850118637085,"channel":0,"num_words":1,"start":276.57498,"end":277.07498},{"sentences":[{"text":"months or just one month?","start":276.59998,"end":279.02,"sentiment":"neutral","sentiment_score":-0.10498709082603455}],"sentiment":"neutral","sentiment_score":-0.10498709082603455,"channel":1,"num_words":5,"start":276.59998,"end":279.02},{"sentences":[{"text":"One second, please.","start":280.23,"end":281.44998,"sentiment":"neutral","sentiment_score":-0.043340650697549186},{"text":"One moment.","start":281.51,"end":282.25,"sentiment":"neutral","sentiment_score":-0.023472224827855825},{"text":"Let me put you on hold for a minute or two, Sean, and I'll get back to you.","start":286.22998,"end":289.11,"sentiment":"neutral","sentiment_score":0.0029927918480502236},{"text":"Okay?","start":289.11,"end":289.59,"sentiment":"neutral","sentiment_score":0.011649113148450851},{"text":"Hold on.","start":289.59,"end":290.33,"sentiment":"neutral","sentiment_score":0.00001731421798467636}],"sentiment":"neutral","sentiment_score":-0.0042850925730398065,"channel":0,"num_words":26,"start":280.23,"end":290.33},{"sentences":[{"text":"Yep.","start":289.955,"end":290.455,"sentiment":"neutral","sentiment_score":0.04442719742655754},{"text":"Okay.","start":290.755,"end":291.255,"sentiment":"neutral","sentiment_score":0.04057851806282997}],"sentiment":"neutral","sentiment_score":0.042502857744693756,"channel":1,"num_words":2,"start":289.955,"end":291.255},{"sentences":[{"text":"Hello, Shuang?","start":329.985,"end":330.965,"sentiment":"neutral","sentiment_score":0.054218804463744164}],"sentiment":"neutral","sentiment_score":0.054218804463744164,"channel":0,"num_words":2,"start":329.985,"end":330.965},{"sentences":[{"text":"Hello?","start":331.4,"end":331.9,"sentiment":"neutral","sentiment_score":0.04407936707139015}],"sentiment":"neutral","sentiment_score":0.04407936707139015,"channel":1,"num_words":1,"start":331.4,"end":331.9},{"sentences":[{"text":"Hi.","start":332.705,"end":333.025,"sentiment":"neutral","sentiment_score":0.17750677466392517},{"text":"Thank you so much for holding.","start":333.025,"end":335.365,"sentiment":"positive","sentiment_score":0.4791364123423894},{"text":"I've confirmed that, no, your invoice was only was supposed to be your October invoice, which is your upgraded plan, which is the 100 MBPS.","start":336.065,"end":345.21,"sentiment":"neutral","sentiment_score":0.2603944870829582}],"sentiment":"neutral","sentiment_score":0.2988183570560068,"channel":0,"num_words":32,"start":332.705,"end":345.21},{"sentences":[{"text":"Mhmm.","start":346.275,"end":346.775,"sentiment":"neutral","sentiment_score":0.015602817758917809}],"sentiment":"neutral","sentiment_score":0.015602817758917809,"channel":1,"num_words":1,"start":346.275,"end":346.775},{"sentences":[{"text":"In the meantime, you're seeing an invoice from September 1 to September 30.","start":346.55002,"end":352.57,"sentiment":"neutral","sentiment_score":-0.025917319151071403},{"text":"Correct?","start":352.63,"end":353.13,"sentiment":"neutral","sentiment_score":-0.007309293374419212}],"sentiment":"neutral","sentiment_score":-0.024588174452739104,"channel":0,"num_words":14,"start":346.55002,"end":353.13},{"sentences":[{"text":"I think this is just for this month because I also paid paid yeah.","start":355.54,"end":363.22,"sentiment":"neutral","sentiment_score":-0.0479864523346935},{"text":"Paid last month.","start":363.22,"end":364.44,"sentiment":"neutral","sentiment_score":-0.04491595799724261}],"sentiment":"neutral","sentiment_score":-0.0474446003927904,"channel":1,"num_words":17,"start":355.54,"end":364.44},{"sentences":[{"text":"Yeah.","start":364.445,"end":364.92502,"sentiment":"neutral","sentiment_score":-0.005049241706728935},{"text":"Yeah.","start":364.92502,"end":365.325,"sentiment":"neutral","sentiment_score":-0.025802353397011757},{"text":"For the meantime, please disregard the invoice for September 1230.","start":365.325,"end":370.43,"sentiment":"neutral","sentiment_score":-0.15299649238586427},{"text":"As I'm also looking here that there was already a 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actually experienced an increase in the cost associated with the network and also with maintaining and providing our network services.","start":513.86,"end":522.1,"sentiment":"neutral","sentiment_score":-0.11601155322222483},{"text":"So as a result, we've had to make a small adjustment to our pricing to help us continue delivering reliable and quality","start":522.1,"end":530.02496,"sentiment":"neutral","sentiment_score":0.015690210529349068}],"sentiment":"neutral","sentiment_score":-0.04862925548886144,"channel":0,"num_words":43,"start":513.86,"end":530.02496},{"sentences":[{"text":"Mhmm.","start":529.99005,"end":530.49005,"sentiment":"neutral","sentiment_score":0.07037177681922913}],"sentiment":"neutral","sentiment_score":0.07037177681922913,"channel":1,"num_words":1,"start":529.99005,"end":530.49005},{"sentences":[{"text":"service to our customers.","start":530.02496,"end":531.40497,"sentiment":"neutral","sentiment_score":0.08651844132691622},{"text":"So the invoice that you're currently seeing right now for if you're currently, look is there any way that you could pull up the invoice as well?","start":531.705,"end":539.48004,"sentiment":"neutral","sentiment_score":0.023564390217264492}],"sentiment":"neutral","sentiment_score":0.031687493586251815,"channel":0,"num_words":31,"start":530.02496,"end":539.48004},{"sentences":[{"text":"New plant.","start":541.27,"end":542.09,"sentiment":"neutral","sentiment_score":0.009696388151496649}],"sentiment":"neutral","sentiment_score":0.009696388151496649,"channel":1,"num_words":2,"start":541.27,"end":542.09},{"sentences":[{"text":"So 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for number two, the upgraded plan, actually, our standard plan right now is 90 I mean, sorry.","start":554.71497,"end":561.435,"sentiment":"neutral","sentiment_score":0.08037165738642216},{"text":"It's $105 with GST or with taxes, and that's for an upgraded plan.","start":561.435,"end":568.95,"sentiment":"neutral","sentiment_score":0.04356199588913184}],"sentiment":"neutral","sentiment_score":0.06493534772626815,"channel":0,"num_words":31,"start":554.71497,"end":568.95},{"sentences":[{"text":"Mhmm.","start":568.95,"end":569.45,"sentiment":"neutral","sentiment_score":0.0462801530957222},{"text":"Mhmm.","start":569.51,"end":570.01,"sentiment":"neutral","sentiment_score":0.04415542632341385}],"sentiment":"neutral","sentiment_score":0.045217789709568024,"channel":1,"num_words":2,"start":568.95,"end":570.01},{"sentences":[{"text":"And for number one, which is the 25 m p p s, in the meantime, please disregard this 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invoice.","start":637.225,"end":638.52496,"sentiment":"neutral","sentiment_score":0.0007521367321411768},{"text":"So this so, again, this there are two options for you to make a payment.","start":638.82495,"end":642.925,"sentiment":"neutral","sentiment_score":0.041698797543843584}],"sentiment":"neutral","sentiment_score":0.034874354075226516,"channel":0,"num_words":18,"start":637.225,"end":642.925},{"sentences":[{"text":"Mhmm.","start":643.42,"end":643.92,"sentiment":"neutral","sentiment_score":0.04194270819425583}],"sentiment":"neutral","sentiment_score":0.04194270819425583,"channel":1,"num_words":1,"start":643.42,"end":643.92},{"sentences":[{"text":"The one option is for you to pay for $194.99, the current invoice that you're currently seeing right now.","start":644.185,"end":652.37994,"sentiment":"neutral","sentiment_score":0.04433462729579524},{"text":"So the September invoice has been paid, and the amount of $89 and $99.99 will be credited to your bill next month.","start":652.37994,"end":662.235,"sentiment":"neutral","sentiment_score":0.20650398900563066},{"text":"So instead of paying $105 for next month and you've already paid for $89, that will be less.","start":662.39496,"end":670.095,"sentiment":"neutral","sentiment_score":-0.012942467919654317},{"text":"Okay?","start":670.235,"end":670.735,"sentiment":"neutral","sentiment_score":0.018489420413970947}],"sentiment":"neutral","sentiment_score":0.08618284457673629,"channel":0,"num_words":60,"start":644.185,"end":670.735},{"sentences":[{"text":"Okay.","start":671.2,"end":671.7,"sentiment":"neutral","sentiment_score":0.01854303479194641}],"sentiment":"neutral","sentiment_score":0.01854303479194641,"channel":1,"num_words":1,"start":671.2,"end":671.7},{"sentences":[{"text":"Let me","start":671.515,"end":671.915,"sentiment":"neutral","sentiment_score":0.004443394020199776}],"sentiment":"neutral","sentiment_score":0.004443394020199776,"channel":0,"num_words":2,"start":671.515,"end":671.915},{"sentences":[{"text":"I","start":671.76,"end":672.0,"sentiment":"neutral","sentiment_score":-0.008232481777668}],"sentiment":"neutral","sentiment_score":-0.008232481777668,"channel":1,"num_words":1,"start":671.76,"end":672.0},{"sentences":[{"text":"check","start":671.915,"end":672.235,"sentiment":"neutral","sentiment_score":-0.004245676100254059}],"sentiment":"neutral","sentiment_score":-0.004245676100254059,"channel":0,"num_words":1,"start":671.915,"end":672.235},{"sentences":[{"text":"I just","start":672.0,"end":672.24,"sentiment":"neutral","sentiment_score":-0.03217547573149204}],"sentiment":"neutral","sentiment_score":-0.03217547573149204,"channel":1,"num_words":2,"start":672.0,"end":672.24},{"sentences":[{"text":"it.","start":672.235,"end":672.735,"sentiment":"neutral","sentiment_score":-0.02766675129532814}],"sentiment":"neutral","sentiment_score":-0.02766675129532814,"channel":0,"num_words":1,"start":672.235,"end":672.735},{"sentences":[{"text":"have to pay base math.","start":672.24,"end":673.54,"sentiment":"neutral","sentiment_score":-0.04750749915838241}],"sentiment":"neutral","sentiment_score":-0.04750749915838241,"channel":1,"num_words":5,"start":672.24,"end":673.54},{"sentences":[{"text":"Minus one one zero five sorry.","start":676.71497,"end":681.41003,"sentiment":"neutral","sentiment_score":-0.03100033352772395},{"text":"Hold on.","start":681.41003,"end":682.15,"sentiment":"neutral","sentiment_score":-0.057246334850788116},{"text":"One ninety four $10.05 minus $89.99.","start":682.45,"end":690.07,"sentiment":"neutral","sentiment_score":-0.03893545735627413},{"text":"So if you are to pay today one hundred ninety four dollars and ninety nine cents, the one that you're currently seeing on your invoice, the only payment that you are supposed to pay is for $15.","start":690.13,"end":702.015,"sentiment":"neutral","sentiment_score":-0.09771729562733625},{"text":"But here is another option.","start":702.075,"end":703.775,"sentiment":"neutral","sentiment_score":0.0067169032990932465}],"sentiment":"neutral","sentiment_score":-0.07350112208431321,"channel":0,"num_words":56,"start":676.71497,"end":703.775},{"sentences":[{"text":"We will generate a new invoice for your upgraded plan only, which amounts for $105.","start":703.995,"end":711.46,"sentiment":"neutral","sentiment_score":0.047846860438585284},{"text":"But this is going to be a different invoice because we had to generate a new one.","start":711.84,"end":716.4,"sentiment":"neutral","sentiment_score":-0.05239257906727931},{"text":"Because when you use this invoice, you will be routed to paying these two these two months, which I mean, wherein you've already paid for the September invoice.","start":716.4,"end":732.675,"sentiment":"neutral","sentiment_score":0.038277931577925174}],"sentiment":"neutral","sentiment_score":0.014980185776948929,"channel":0,"num_words":60,"start":703.995,"end":732.675},{"sentences":[{"text":"But where can I see my credit?","start":734.42,"end":737.755,"sentiment":"neutral","sentiment_score":0.022288132991109575}],"sentiment":"neutral","sentiment_score":0.022288132991109575,"channel":1,"num_words":7,"start":734.42,"end":737.755},{"sentences":[{"text":"You mean the credit?","start":740.63995,"end":741.77997,"sentiment":"neutral","sentiment_score":0.016493442468345165}],"sentiment":"neutral","sentiment_score":0.016493442468345165,"channel":0,"num_words":4,"start":740.63995,"end":741.77997},{"sentences":[{"text":"Yeah.","start":742.295,"end":742.615,"sentiment":"neutral","sentiment_score":0.033917926251888275},{"text":"Yeah.","start":742.615,"end":742.855,"sentiment":"neutral","sentiment_score":0.021616684272885323},{"text":"Because I need to see is where can I see my credit if I paid?","start":742.855,"end":746.71497,"sentiment":"neutral","sentiment_score":0.017599915464719135}],"sentiment":"neutral","sentiment_score":0.018796078970327097,"channel":1,"num_words":17,"start":742.295,"end":746.71497},{"sentences":[{"text":"That will be generated I mean, that will be also be showing on your account for credit for $15.01.","start":748.405,"end":754.725,"sentiment":"neutral","sentiment_score":0.07986204816322577},{"text":"I'm not quite sure if that will appear on the account, but this will also get deducted on your","start":754.725,"end":762.36,"sentiment":"neutral","sentiment_score":-0.07394373946283993}],"sentiment":"neutral","sentiment_score":0.002959154350192923,"channel":0,"num_words":38,"start":748.405,"end":762.36},{"sentences":[{"text":"Because","start":763.64496,"end":763.96497,"sentiment":"neutral","sentiment_score":-0.05490754917263985}],"sentiment":"neutral","sentiment_score":-0.05490754917263985,"channel":1,"num_words":1,"start":763.64496,"end":763.96497},{"sentences":[{"text":"account","start":763.94,"end":764.26,"sentiment":"neutral","sentiment_score":-0.052384745329618454}],"sentiment":"neutral","sentiment_score":-0.052384745329618454,"channel":0,"num_words":1,"start":763.94,"end":764.26},{"sentences":[{"text":"I","start":763.96497,"end":764.285,"sentiment":"neutral","sentiment_score":-0.0415777862071991}],"sentiment":"neutral","sentiment_score":-0.0415777862071991,"channel":1,"num_words":1,"start":763.96497,"end":764.285},{"sentences":[{"text":"as","start":764.26,"end":764.5,"sentiment":"neutral","sentiment_score":-0.03302372246980667}],"sentiment":"neutral","sentiment_score":-0.03302372246980667,"channel":0,"num_words":1,"start":764.26,"end":764.5},{"sentences":[{"text":"need","start":764.285,"end":764.605,"sentiment":"neutral","sentiment_score":-0.04826827347278595}],"sentiment":"neutral","sentiment_score":-0.04826827347278595,"channel":1,"num_words":1,"start":764.285,"end":764.605},{"sentences":[{"text":"well.","start":764.5,"end":765.0,"sentiment":"neutral","sentiment_score":-0.07257572561502457}],"sentiment":"neutral","sentiment_score":-0.07257572561502457,"channel":0,"num_words":1,"start":764.5,"end":765.0},{"sentences":[{"text":"to see that.","start":764.605,"end":765.825,"sentiment":"neutral","sentiment_score":-0.08329031616449356},{"text":"Because I apply if I if I pay for for next month, I need to pay again.","start":766.445,"end":772.225,"sentiment":"neutral","sentiment_score":-0.16956613475785537},{"text":"So","start":772.925,"end":773.165,"sentiment":"neutral","sentiment_score":-0.1910392940044403}],"sentiment":"neutral","sentiment_score":-0.15826354920864105,"channel":1,"num_words":21,"start":764.605,"end":773.165},{"sentences":[{"text":"No.","start":773.14,"end":773.38,"sentiment":"negative","sentiment_score":-0.38060763478279114}],"sentiment":"negative","sentiment_score":-0.38060763478279114,"channel":0,"num_words":1,"start":773.14,"end":773.38},{"sentences":[{"text":"I need","start":773.165,"end":773.485,"sentiment":"negative","sentiment_score":-0.358556866645813}],"sentiment":"negative","sentiment_score":-0.358556866645813,"channel":1,"num_words":2,"start":773.165,"end":773.485},{"sentences":[{"text":"No.","start":773.38,"end":773.46,"sentiment":"negative","sentiment_score":-0.42620885372161865},{"text":"No.","start":773.46,"end":773.62,"sentiment":"negative","sentiment_score":-0.4927092492580414}],"sentiment":"negative","sentiment_score":-0.45945905148983,"channel":0,"num_words":2,"start":773.38,"end":773.62},{"sentences":[{"text":"to","start":773.485,"end":773.985,"sentiment":"negative","sentiment_score":-0.40484926104545593}],"sentiment":"negative","sentiment_score":-0.40484926104545593,"channel":1,"num_words":1,"start":773.485,"end":773.985},{"sentences":[{"text":"No.","start":773.62,"end":773.86,"sentiment":"negative","sentiment_score":-0.4235280156135559},{"text":"No.","start":773.86,"end":774.02,"sentiment":"negative","sentiment_score":-0.40600448846817017},{"text":"That's the word.","start":774.02,"end":774.825,"sentiment":"neutral","sentiment_score":-0.3086613714694977},{"text":"So I I'm the best thing here is I'll go ahead and generate a new invoice covering only your October invoice.","start":774.905,"end":784.925,"sentiment":"neutral","sentiment_score":0.10387057930763278}],"sentiment":"neutral","sentiment_score":0.016375597960387286,"channel":0,"num_words":26,"start":773.62,"end":784.925},{"sentences":[{"text":"Let me double check.","start":786.83997,"end":788.22,"sentiment":"neutral","sentiment_score":0.09625333733856678}],"sentiment":"neutral","sentiment_score":0.09625333733856678,"channel":1,"num_words":4,"start":786.83997,"end":788.22},{"sentences":[{"text":"So 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account.","start":790.325,"end":791.385,"sentiment":"neutral","sentiment_score":0.06166018545627594},{"text":"There will be the $195.","start":791.445,"end":795.145,"sentiment":"neutral","sentiment_score":0.06874263733625412}],"sentiment":"neutral","sentiment_score":0.06671907965626035,"channel":1,"num_words":7,"start":790.325,"end":795.145},{"sentences":[{"text":"dollars.","start":795.42,"end":795.92,"sentiment":"neutral","sentiment_score":0.02858451008796692},{"text":"Yeah.","start":796.22003,"end":796.72003,"sentiment":"neutral","sentiment_score":0.027147475630044937},{"text":"$105.","start":796.78,"end":798.32,"sentiment":"neutral","sentiment_score":0.02814263477921486}],"sentiment":"neutral","sentiment_score":0.027958206832408905,"channel":0,"num_words":3,"start":795.42,"end":798.32},{"sentences":[{"text":"Yeah.","start":797.205,"end":797.705,"sentiment":"neutral","sentiment_score":0.029496461153030396},{"text":"Yeah.","start":798.805,"end":799.305,"sentiment":"neutral","sentiment_score":0.023274388164281845},{"text":"But instead my service is $95.45, 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bill.","start":814.915,"end":820.64,"sentiment":"neutral","sentiment_score":0.04164841223288985}],"sentiment":"neutral","sentiment_score":0.04164841223288985,"channel":0,"num_words":17,"start":814.915,"end":820.64},{"sentences":[{"text":"let me see.","start":824.805,"end":825.865,"sentiment":"neutral","sentiment_score":-0.015864421303073566},{"text":"But I can't see that.","start":828.66003,"end":829.78,"sentiment":"neutral","sentiment_score":-0.09617403596639633},{"text":"I just see my account here is one","start":829.78,"end":832.74,"sentiment":"neutral","sentiment_score":-0.07636459171772003}],"sentiment":"neutral","sentiment_score":-0.07121126109268516,"channel":1,"num_words":16,"start":824.805,"end":832.74},{"sentences":[{"text":"No.","start":832.265,"end":832.42505,"sentiment":"neutral","sentiment_score":-0.23388531804084775},{"text":"It 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the $194.99 that you're see, can you click your invoice?","start":838.425,"end":845.885,"sentiment":"neutral","sentiment_score":0.03268034095791253},{"text":"Your the view view view your invoice.","start":846.26,"end":851.16,"sentiment":"neutral","sentiment_score":0.043165181896516254},{"text":"You'll be able to see those two plans.","start":851.22,"end":854.27997,"sentiment":"neutral","sentiment_score":0.08067545248195529}],"sentiment":"neutral","sentiment_score":0.04579701953168426,"channel":0,"num_words":28,"start":835.705,"end":854.27997},{"sentences":[{"text":"So the next payment is December or November.","start":857.46,"end":868.2,"sentiment":"neutral","sentiment_score":0.015988883329555392},{"text":"Hello?","start":879.89496,"end":880.39496,"sentiment":"neutral","sentiment_score":-0.06058403104543686}],"sentiment":"neutral","sentiment_score":0.007480781732334031,"channel":1,"num_words":9,"start":857.46,"end":880.39496},{"sentences":[{"text":"Sorry.","start":882.43,"end":882.83,"sentiment":"neutral","sentiment_score":-0.18795862793922424},{"text":"I was on mute.","start":882.83,"end":884.05,"sentiment":"neutral","sentiment_score":-0.22068902850151062},{"text":"Okay.","start":884.58997,"end":885.07,"sentiment":"neutral","sentiment_score":-0.10202550888061523},{"text":"I'm sorry again.","start":885.07,"end":886.05,"sentiment":"neutral","sentiment_score":-0.14378264049688974},{"text":"So if you made a payment today for $194.99,","start":887.055,"end":891.235,"sentiment":"neutral","sentiment_score":-0.07442008041673237}],"sentiment":"neutral","sentiment_score":-0.1263260497815079,"channel":0,"num_words":18,"start":882.43,"end":891.235},{"sentences":[{"text":"Mhmm.","start":891.68,"end":892.18,"sentiment":"neutral","sentiment_score":-0.012434550561010838}],"sentiment":"neutral","sentiment_score":-0.012434550561010838,"channel":1,"num_words":1,"start":891.68,"end":892.18},{"sentences":[{"text":"the credit amount for next month will be added.","start":892.01495,"end":894.65497,"sentiment":"neutral","sentiment_score":0.06223596373779906},{"text":"So that's $89.99.","start":894.65497,"end":897.07495,"sentiment":"neutral","sentiment_score":0.14620142181714377},{"text":"You only get to pay, like, $15 to complete the $105 for the next month, month of October for your upgraded 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zero.","start":1110.485,"end":1111.625,"sentiment":"neutral","sentiment_score":0.0021007751735548177}],"sentiment":"neutral","sentiment_score":0.0035560786491259933,"channel":1,"num_words":4,"start":1110.165,"end":1111.625},{"sentences":[{"text":"Six nine zero.","start":1112.59,"end":1113.7899,"sentiment":"neutral","sentiment_score":0.0008908116724342108},{"text":"Is it 2019?","start":1113.7899,"end":1115.33,"sentiment":"neutral","sentiment_score":0.001464208122342825}],"sentiment":"neutral","sentiment_score":0.0011775098973885179,"channel":0,"num_words":6,"start":1112.59,"end":1115.33},{"sentences":[{"text":"No.","start":1116.86,"end":1117.1799,"sentiment":"neutral","sentiment_score":-0.04078974947333336},{"text":"That's CVV.","start":1117.1799,"end":1118.08,"sentiment":"neutral","sentiment_score":-0.030555994249880314},{"text":"Is that CVV?","start":1118.2999,"end":1119.12,"sentiment":"neutral","sentiment_score":-0.015070602297782898}],"sentiment":"neutral","sentiment_score":-0.024518924144407112,"channel":1,"num_words":6,"start":1116.86,"end":1119.12},{"sentences":[{"text":"Oh, sorry.","start":1120.175,"end":1120.995,"sentiment":"neutral","sentiment_score":-0.0211808318272233}],"sentiment":"neutral","sentiment_score":-0.0211808318272233,"channel":0,"num_words":2,"start":1120.175,"end":1120.995},{"sentences":[{"text":"Oh,","start":1121.26,"end":1121.76,"sentiment":"neutral","sentiment_score":-0.0037401514127850537}],"sentiment":"neutral","sentiment_score":-0.0037401514127850537,"channel":1,"num_words":1,"start":1121.26,"end":1121.76},{"sentences":[{"text":"The expiration date","start":1121.4551,"end":1122.415,"sentiment":"neutral","sentiment_score":-0.0051853420833746595}],"sentiment":"neutral","sentiment_score":-0.0051853420833746595,"channel":0,"num_words":3,"start":1121.4551,"end":1122.415},{"sentences":[{"text":"upgrade date.","start":1123.26,"end":1124.22,"sentiment":"neutral","sentiment_score":-0.0011032037436962128},{"text":"Okay.","start":1124.22,"end":1124.72,"sentiment":"neutral","sentiment_score":0.009619057178497314},{"text":"That's the October 29 2029.","start":1124.78,"end":1129.44,"sentiment":"neutral","sentiment_score":0.01571046281605959}],"sentiment":"neutral","sentiment_score":0.010745620471425354,"channel":1,"num_words":8,"start":1123.26,"end":1129.44},{"sentences":[{"text":"Thank you so much.","start":1130.24,"end":1131.0399,"sentiment":"positive","sentiment_score":0.3964599370956421},{"text":"How about the CVV this time?","start":1131.0399,"end":1132.74,"sentiment":"neutral","sentiment_score":0.09589179853598277}],"sentiment":"neutral","sentiment_score":0.21611905395984649,"channel":0,"num_words":10,"start":1130.24,"end":1132.74},{"sentences":[{"text":"690.","start":1133.665,"end":1134.645,"sentiment":"neutral","sentiment_score":0.07796429097652435}],"sentiment":"neutral","sentiment_score":0.07796429097652435,"channel":1,"num_words":1,"start":1133.665,"end":1134.645},{"sentences":[{"text":"Thank you so much.","start":1136.08,"end":1137.44,"sentiment":"positive","sentiment_score":0.5547013878822327},{"text":"I'll go ahead and save this.","start":1137.44,"end":1139.0599,"sentiment":"positive","sentiment_score":0.5232743968566259},{"text":"So this is very convenient.","start":1139.76,"end":1141.2999,"sentiment":"positive","sentiment_score":0.7488802790641784},{"text":"No need to pay and arrange payment plan every month.","start":1141.44,"end":1145.265,"sentiment":"positive","sentiment_score":0.3840650737285614},{"text":"I will the system will automatically process the payment for you.","start":1145.265,"end":1149.4451,"sentiment":"positive","sentiment_score":0.4503264671022242}],"sentiment":"positive","sentiment_score":0.4971415334277683,"channel":0,"num_words":36,"start":1136.08,"end":1149.4451},{"sentences":[{"text":"For","start":1149.745,"end":1149.905,"sentiment":"neutral","sentiment_score":0.2246476262807846}],"sentiment":"neutral","sentiment_score":0.2246476262807846,"channel":0,"num_words":1,"start":1149.745,"end":1149.905},{"sentences":[{"text":"Okay.","start":1149.78,"end":1150.28,"sentiment":"neutral","sentiment_score":0.2392207235097885}],"sentiment":"neutral","sentiment_score":0.2392207235097885,"channel":1,"num_words":1,"start":1149.78,"end":1150.28},{"sentences":[{"text":"you could also you also check the invoices or documents by logging in to your account.","start":1149.985,"end":1154.9651,"sentiment":"neutral","sentiment_score":0.22317675314843655},{"text":"So now let me go to alright.","start":1155.24,"end":1159.34,"sentiment":"neutral","sentiment_score":0.1337738941822733},{"text":"So we are going to process the the full amount for $194.99.","start":1159.56,"end":1165.4,"sentiment":"neutral","sentiment_score":0.09956728418668111},{"text":"Correct?","start":1165.4,"end":1165.8,"sentiment":"neutral","sentiment_score":0.057599782943725586},{"text":"Or just the $105?","start":1165.8,"end":1168.3,"sentiment":"neutral","sentiment_score":0.03066800581291318}],"sentiment":"neutral","sentiment_score":0.14705811315216125,"channel":0,"num_words":40,"start":1149.985,"end":1168.3},{"sentences":[{"text":"Okay.","start":1169.205,"end":1169.705,"sentiment":"neutral","sentiment_score":0.02892216481268406}],"sentiment":"neutral","sentiment_score":0.02892216481268406,"channel":1,"num_words":1,"start":1169.205,"end":1169.705},{"sentences":[{"text":"Is it the $194.99 that were the credit will be added to your account or just a $105?","start":1170.815,"end":1179.315,"sentiment":"neutral","sentiment_score":0.04690216533425781},{"text":"I can generate a $105 on your behalf if you don't wanna pay for $194.99 one time today.","start":1181.615,"end":1191.88,"sentiment":"neutral","sentiment_score":0.03276218308342828}],"sentiment":"neutral","sentiment_score":0.039832174208843045,"channel":0,"num_words":36,"start":1170.815,"end":1191.88},{"sentences":[{"text":"Okay.","start":1192.325,"end":1192.825,"sentiment":"neutral","sentiment_score":0.041733518242836},{"text":"Sure.","start":1193.045,"end":1193.545,"sentiment":"neutral","sentiment_score":0.04066666215658188},{"text":"Maybe doing that.","start":1194.325,"end":1195.41,"sentiment":"neutral","sentiment_score":0.015368393311897913}],"sentiment":"neutral","sentiment_score":0.025701072067022324,"channel":1,"num_words":5,"start":1192.325,"end":1195.41},{"sentences":[{"text":"Okay.","start":1197.0599,"end":1197.5599,"sentiment":"neutral","sentiment_score":0.01740747131407261},{"text":"I'll be doing that.","start":1197.965,"end":1199.005,"sentiment":"neutral","sentiment_score":0.020048141945153475},{"text":"Just give me one second.","start":1199.005,"end":1199.805,"sentiment":"neutral","sentiment_score":0.0034012049436569214},{"text":"I'll be putting you on hold for a minute, urgent.","start":1199.805,"end":1201.405,"sentiment":"neutral","sentiment_score":-0.030296575650572775},{"text":"I'll get back to you.","start":1201.405,"end":1202.125,"sentiment":"neutral","sentiment_score":0.005734958127140999}],"sentiment":"neutral","sentiment_score":-0.006387396082282067,"channel":0,"num_words":25,"start":1197.0599,"end":1202.125},{"sentences":[{"text":"Okay?","start":1202.125,"end":1202.625,"sentiment":"neutral","sentiment_score":0.018175752833485603}],"sentiment":"neutral","sentiment_score":0.018175752833485603,"channel":0,"num_words":1,"start":1202.125,"end":1202.625},{"sentences":[{"text":"Okay.","start":1202.93,"end":1203.43,"sentiment":"neutral","sentiment_score":0.054088227450847626}],"sentiment":"neutral","sentiment_score":0.054088227450847626,"channel":1,"num_words":1,"start":1202.93,"end":1203.43},{"sentences":[{"text":"Thank you.","start":1204.285,"end":1205.025,"sentiment":"neutral","sentiment_score":0.11938125640153885},{"text":"Hello, Shuang?","start":1297.8201,"end":1298.88,"sentiment":"neutral","sentiment_score":0.027037451043725014}],"sentiment":"neutral","sentiment_score":0.07320935372263193,"channel":0,"num_words":4,"start":1204.285,"end":1298.88},{"sentences":[{"text":"Hello?","start":1299.27,"end":1299.77,"sentiment":"neutral","sentiment_score":-0.00019953027367591855}],"sentiment":"neutral","sentiment_score":-0.00019953027367591855,"channel":1,"num_words":1,"start":1299.27,"end":1299.77},{"sentences":[{"text":"Hi.","start":1300.54,"end":1301.04,"sentiment":"neutral","sentiment_score":-0.04505391418933869},{"text":"You know, I don't wanna take too much of your time.","start":1301.1001,"end":1303.68,"sentiment":"neutral","sentiment_score":-0.18866773356090893},{"text":"While I'm while while I am generating the invoice, Would you want me to call you back so that you can do your I mean, some stuff while I'm generating my invoice?","start":1303.9,"end":1313.165,"sentiment":"neutral","sentiment_score":-0.04167677462100983},{"text":"And then once done and once","start":1313.165,"end":1314.605,"sentiment":"neutral","sentiment_score":0.02916472963988781}],"sentiment":"neutral","sentiment_score":-0.06558134786784649,"channel":0,"num_words":50,"start":1300.54,"end":1314.605},{"sentences":[{"text":"Okay.","start":1314.455,"end":1314.955,"sentiment":"neutral","sentiment_score":0.06818700581789017}],"sentiment":"neutral","sentiment_score":0.06818700581789017,"channel":1,"num_words":1,"start":1314.455,"end":1314.955},{"sentences":[{"text":"the payment is processed, I can just give you a callback for confirmation.","start":1314.605,"end":1317.665,"sentiment":"neutral","sentiment_score":0.12059267724935825}],"sentiment":"neutral","sentiment_score":0.12059267724935825,"channel":0,"num_words":13,"start":1314.605,"end":1317.665},{"sentences":[{"text":"Okay.","start":1317.8401,"end":1318.3401,"sentiment":"neutral","sentiment_score":0.1503082811832428},{"text":"Sure.","start":1318.7201,"end":1319.2201,"sentiment":"neutral","sentiment_score":0.25080248713493347}],"sentiment":"neutral","sentiment_score":0.20055538415908813,"channel":1,"num_words":2,"start":1317.8401,"end":1319.2201},{"sentences":[{"text":"Alright.","start":1319.405,"end":1319.905,"sentiment":"neutral","sentiment_score":0.28120213747024536},{"text":"So thank you","start":1319.9651,"end":1320.5669,"sentiment":"positive","sentiment_score":0.6338962515195211}],"sentiment":"positive","sentiment_score":0.5457227230072021,"channel":0,"num_words":4,"start":1319.405,"end":1320.5669},{"sentences":[{"text":"Yep.","start":1320.4801,"end":1320.9801,"sentiment":"positive","sentiment_score":0.43570420145988464}],"sentiment":"positive","sentiment_score":0.43570420145988464,"channel":1,"num_words":1,"start":1320.4801,"end":1320.9801},{"sentences":[{"text":"so much, and we'll talk to you later, Shuang.","start":1320.5669,"end":1322.747,"sentiment":"positive","sentiment_score":0.43722981214523315}],"sentiment":"positive","sentiment_score":0.43722981214523315,"channel":0,"num_words":9,"start":1320.5669,"end":1322.747},{"sentences":[{"text":"Thank you.","start":1323.04,"end":1323.86,"sentiment":"positive","sentiment_score":0.7057340741157532}],"sentiment":"positive","sentiment_score":0.7057340741157532,"channel":1,"num_words":2,"start":1323.04,"end":1323.86},{"sentences":[{"text":"Thank you.","start":1324.3269,"end":1324.8069,"sentiment":"positive","sentiment_score":0.6381993293762207},{"text":"Goodbye.","start":1324.8069,"end":1325.3069,"sentiment":"neutral","sentiment_score":0.2544906437397003}],"sentiment":"positive","sentiment_score":0.5102964341640472,"channel":0,"num_words":3,"start":1324.3269,"end":1325.3069},{"sentences":[{"text":"Goodbye.","start":1325.76,"end":1326.26,"sentiment":"neutral","sentiment_score":0.1267969310283661}],"sentiment":"neutral","sentiment_score":0.1267969310283661,"channel":1,"num_words":1,"start":1325.76,"end":1326.26},{"sentences":[{"text":"Goodbye.","start":1327.2869,"end":1327.7869,"sentiment":"neutral","sentiment_score":-0.12335620075464249}],"sentiment":"neutral","sentiment_score":-0.12335620075464249,"channel":0,"num_words":1,"start":1327.2869,"end":1327.7869}]},"summary":{"result":"success","short":"Juan calls Airtel to inquire about his bill and upgrade plan. He has a plan for $89.95 for his upgrade, but received an invoice for $104.25 for his upgraded plan. Juan is waiting for the next bill to be paid and considering switching to a new plan. The agent confirms Juan's plan for 25MBPS upgrade and provides pricing information. Juan can make a payment with a credit card or pay for the upgraded plan with a payment of $105.99. The agent promises to call Juan back once the payment is processed."},"intents":{"segments":[{"text":"Let me just go ahead and take a look into your account, Shuang. Yeah. Alright?","start_word":166,"end_word":180,"intents":[{"intent":"Check account","confidence_score":0.1038603}]},{"text":"Actually, I know you might still remember your current pricing. However, as part of our recent network and pricing updates, there has been an adjustment to the pricing of our services. And we also took the opportunity to view your plan, and let me take a look into it. Okay.","start_word":279,"end_word":328,"intents":[{"intent":"Get cost adjustment","confidence_score":0.0000060952425},{"intent":"View plan","confidence_score":0.40961707}]},{"text":"And I I would like to change last month, but they said I need to wait for the next month I mean, for the October.","start_word":398,"end_word":422,"intents":[{"intent":"Change plan","confidence_score":0.13730495}]},{"text":"In the meantime, you're seeing an invoice from September 1 to September 30. Correct?","start_word":548,"end_word":561,"intents":[{"intent":"Receive invoice","confidence_score":0.04067294}]},{"text":"But in my account, there are two different funds Mhmm. here. One is $81.81, and one is $95.45. So they are they are both different with with my upgrade when I when I call you last month. So Yeah.","start_word":715,"end_word":753,"intents":[{"intent":"Inquire about plan variations and pricing","confidence_score":3.2149778e-8}]},{"text":"next month give me another $100.03. So I don't want to pay this one. So maybe you can change the invoice now, and I can pay it correctly.","start_word":762,"end_word":789,"intents":[{"intent":"Request future payment","confidence_score":0.00019049132}]},{"text":"So for number two, the upgraded plan, actually, our standard plan right now is 90 I mean, sorry. It's $105 with GST or with taxes, and that's for an upgraded plan. Mhmm.","start_word":980,"end_word":1011,"intents":[{"intent":"Provide information about plan options","confidence_score":0.0017928006}]},{"text":"You mean the credit? Yeah. Yeah.","start_word":1365,"end_word":1370,"intents":[{"intent":"Confirm credit amount","confidence_score":0.00028110735}]},{"text":"So that's $89.99. You only get to pay, like, $15 to complete the $105 for the next month, month of October for your upgraded plan. Oh, okay.","start_word":1632,"end_word":1658,"intents":[{"intent":"Schedule payment","confidence_score":0.0001805638},{"intent":"Pay system","confidence_score":3.3371694e-7}]},{"text":"For your convenience, we can actually add your card on your account so that there is no need to pay or arrange a payment manually. The system will automatically generate or process the payment on your behalf. I can help you add your credit card on your account. Okay.","start_word":1671,"end_word":1719,"intents":[{"intent":"Add credit card","confidence_score":0.60931486}]},{"text":"Could you provide me your card number, please?","start_word":1903,"end_word":1910,"intents":[{"intent":"Provide card number","confidence_score":0.43692616}]},{"text":"the payment is processed, I can just give you a callback for confirmation.","start_word":2249,"end_word":2261,"intents":[{"intent":"Get confirmation for payment","confidence_score":0.00030285792}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary. May I have your name, please?","start_word":0,"end_word":14,"sentiment":"positive","sentiment_score":0.47197532653808594},{"text":"Hello. Good morning. So my name is Shuang. Hi. Good morning. Could you spell your name, please? So I just want Yeah. to make sure that I spell it correct. My name my full name is. And what do you need to address? Could you spell your name, please? Oh, s h u a n g for first name.","start_word":15,"end_word":73,"sentiment":"neutral","sentiment_score":0.050887931138277054},{"text":"Thank you so much, Juan.","start_word":74,"end_word":78,"sentiment":"positive","sentiment_score":0.48321306705474854},{"text":"How about your last name, please? So it got an invoice because the last month I up upgrade my my plan. So the sales says my after the upgrade, so the price, I think, is $89. But I got the invoice today. It should be 194 195. And our sale discount should be the two plan. One is 10 of 25 MBPS, and another is 20 of 100 MBPS. So can I know why I have a two the plan in in in in my invoice? Mhmm. Let me just go ahead and take a look into your account, Shuang. Yeah. Alright? Just give me one second.","start_word":79,"end_word":185,"sentiment":"neutral","sentiment_score":-0.028658615425229073},{"text":"And I'm so sorry that you had to contact us regarding with this concern.","start_word":186,"end_word":199,"sentiment":"negative","sentiment_score":-0.34500712156295776},{"text":"Rest assured Yep. that we will take a look into it, and we'll work on this together. Alright? Sure. Sure. Thank you so much. Let me just go ahead and check on your current invoice. Okay. Checking on the invoice now. Hold on. Okay. 60 I'm currently checking on this, Chiwang. Alright? So the upgraded plan yeah. So the for your upgraded plan, which is 100 MBPS, it's I mean, the billing starts today, October 1. So Mhmm. uh-huh. Actually, I know you might still remember your current pricing. However, as part of our recent network and pricing updates, there has been an adjustment to the pricing of our services. And we also took the opportunity to view your plan, and let me take a look into it. Okay. So can you tell me the previous pranks that you saw on the website or the moment when you try to Sure. upgrade? I think last week, I called you. I would like last last last month, the the September 1, I just call you. So I upgrade and change to the is I think it's probably $90, $89 or 80 or $90 per month for Yeah. that month. And I I would like to change last month, but they said I need to wait for the next month I mean, for the October. So it would be because because I think I can change the last month, but they said I can't do now. So I'm waiting for this month and get the invoice.","start_word":200,"end_word":453,"sentiment":"neutral","sentiment_score":-0.0502775827804067},{"text":"There are two I think, two different plans in my invoice, so I don't know why I need to pay more.","start_word":454,"end_word":474,"sentiment":"negative","sentiment_score":-0.34677982330322266},{"text":"Is that two Mhmm. months or just one month? One second, please. One moment. Let me put you on hold for a minute or two, Sean, and I'll get back to you. Okay? Hold on. Yep. Okay. Hello, Shuang? Hello? Hi.","start_word":475,"end_word":515,"sentiment":"neutral","sentiment_score":-0.013151867315173147},{"text":"Thank you so much for holding.","start_word":516,"end_word":521,"sentiment":"positive","sentiment_score":0.4852547943592071},{"text":"I've confirmed that, no, your invoice was only was supposed to be your October invoice, which is your upgraded plan, which is the 100 MBPS. Mhmm. In the meantime, you're seeing an invoice from September 1 to September 30. Correct? I think this is just for this month because I also paid paid yeah. Paid last month. Yeah. Yeah. For the meantime, please disregard the invoice for September 1230. As I'm also looking here that there was already a September I also invoice. paid. Yeah. Yeah. I already paid. That, yeah, that has been paid already. So in the meantime, please disregard the September invoice. When you make a payment, we'll go ahead and let me just we actually do have here two options, Chuang. Just let Mhmm. me know whichever do you prefer. Yep. If in any case that you actually, when you make a payment for $194.99, the one that you're seeing on your invoice right now, you will the excess amount for your price or your Yes, subscription ma'am. for $105 will be credited to your account. But So let's I say remember I remember the plan is 90 $89.95. But in my account, there are two different funds Mhmm. here. One is $81.81, and one is $95.45. So they are they are both different with with my upgrade when I when I call you last month. So Yeah. I don't know if I pay. Next Mhmm. next month give me another $100.03. So I don't want to pay this one. So maybe you can change the invoice now, and I can pay it correctly. I I can pay extra months, but the invoice that I have a two black in in my invoice. So I'm not sure Yeah. No I'm not worries. sure.","start_word":522,"end_word":818,"sentiment":"neutral","sentiment_score":-0.0153265329585834},{"text":"It's too it's too come it's too come convenient. It's because I don't know why I paid too much.","start_word":819,"end_word":837,"sentiment":"negative","sentiment_score":-0.37107688188552856},{"text":"Yeah. Hold on. Because next month will be another $100 No. Yeah. So here's what happened. Actually, you're yeah. I've heard you earlier. The price that was discussed before was $89 and 95 there. or something. Yeah. We actually experienced an increase in the cost associated with the network and also with maintaining and providing our network services. So as a result, we've had to make a small adjustment to our pricing to help us continue delivering reliable and quality Mhmm. service to our customers. So the invoice that you're currently seeing right now for if you're currently, look is there any way that you could pull up the invoice as well? New plant. So that I yeah. got So I that got the email and okay. So Yep. let's go first on number two, the upgraded Okay. plan. Okay. Yep. So for number two, the upgraded plan, actually, our standard plan right now is 90 I mean, sorry. It's $105 with GST or with taxes, and that's for an upgraded plan. Mhmm. Mhmm. And for number one, which is the 25 m p p s, in the meantime, please disregard this amount. But if in any case that you will be paying this invoice, the amount of $89.99 will be credited to your account and will and can be used on your next month's invoice. Okay. Sure. Could you please start a new invoice for me? I'm sorry? Oh, well, could you please send the new invoice to me? Are you going to pay only for the upgraded plan for $105? Which one? The last one? The Yeah. Number two. Because the the September one to thirty has been paid already. okay. The way can I see that? The system? I mean, on your previous payment. I've because I'm seeing here that a payment was made September Yeah. first for Yeah. September 1 invoice. So this so, again, this there are two options for you to make a payment. Mhmm. The one option is for you to pay for $194.99, the current invoice that you're currently seeing right now. So the September invoice has been paid, and the amount of $89 and $99.99 will be credited to your bill next month. So instead of paying $105 for next month and you've already paid for $89, that will be less. Okay? Okay. Let me I check I just it. have to pay base math. Minus one one zero five sorry. Hold on. One ninety four $10.05 minus $89.99. So if you are to pay today one hundred ninety four dollars and ninety nine cents, the one that you're currently seeing on your invoice, the only payment that you are supposed to pay is for $15. But here is another option. We will generate a new invoice for your upgraded plan only, which amounts for $105. But this is going to be a different invoice because we had to generate a new one. Because when you use this invoice, you will be routed to paying these two these two months, which I mean, wherein you've already paid for the September invoice. But where can I see my credit? You mean the credit? Yeah. Yeah. Because I need to see is where can I see my credit if I paid? That will be generated I mean, that will be also be showing on your account for credit for $15.01. I'm not quite sure if that will appear on the account, but this will also get deducted on your Because account I as need well. to see that. Because I apply if I if I pay for for next month, I need to pay again. So No.","start_word":838,"end_word":1451,"sentiment":"neutral","sentiment_score":0.01112313686334604},{"text":"I need No. No. to No. No.","start_word":1452,"end_word":1458,"sentiment":"negative","sentiment_score":-0.4198967516422272},{"text":"That's the word. So I I'm the best thing here is I'll go ahead and generate a new invoice covering only your October invoice. Let me double check. So that's I one just 100 received five my account. There will be the $195. dollars. Yeah. $105. Yeah. Yeah. But instead my service is $95.45, but With if tax, I pay, it's 105. is that the credit coming? Or The credit will stay I mean, the excess amount will be deducted on your next month's bill. let me see. But I can't see that. I just see my account here is one No. It it not it important. $194.99. Yes. The the $194.99 that you're see, can you click your invoice? Your the view view view your invoice. You'll be able to see those two plans. So the next payment is December or November. Hello? Sorry. I was on mute. Okay. I'm sorry again. So if you made a payment today for $194.99, Mhmm. the credit amount for next month will be added. So that's $89.99. You only get to pay, like, $15 to complete the $105 for the next month, month of October for your upgraded plan. Oh, okay. Okay.","start_word":1459,"end_word":1658,"sentiment":"neutral","sentiment_score":0.02253514447249472},{"text":"That's fine. Okay. I will do that. No problem.","start_word":1659,"end_word":1667,"sentiment":"positive","sentiment_score":0.39092904329299927},{"text":"You know what? For your convenience, we can actually add your card on your account so that there is no need to pay or arrange a payment manually. The system will automatically generate or process the payment on your behalf. I can help you add your credit card on your account.","start_word":1668,"end_word":1718,"sentiment":"neutral","sentiment_score":0.303436279296875},{"text":"Okay. Good. So Okay. that's good.","start_word":1719,"end_word":1724,"sentiment":"positive","sentiment_score":0.5009787082672119},{"text":"Let me, Okay. Sure. okay, let me just go ahead and check on this. Just give me one second. Alright. So I already have here your account pulled up. Are you going to use your bank account or your credit card? Let me see. Maybe back maybe credit card bank account bank account. Because bank account Our your should bank be. Okay. So for a bank account, if this is the bank account is not actually a real time posting because sometimes there is Oh, a clearance check. But I if can you pay wanna anyway. use your Yeah. I can pay anyway. So which one should be good? So anyway anyway I I can say anyway. So I would suggest a credit card because the credit okay. card is a real time reflecting on your Sure. account so that let's say, for example, you we made or we make a we process a payment today, this will be automatically up Okay. applied in your account. No Could problem. you No so problem. or alright, Chuang. No worries. Could you provide me your card number, please? I'm looking at my card. No worries. No worries, Wong. Please take your time. No rush. Let me see for this one. 4017 Four zero one seven? 9542. Alright. 5457 Alright. 404 sorry. 5054.","start_word":1725,"end_word":1944,"sentiment":"neutral","sentiment_score":0.05181390792131424},{"text":"Thank you so much.","start_word":1945,"end_word":1948,"sentiment":"positive","sentiment_score":0.39378318190574646},{"text":"I have 4017. Correct? Mhmm. 9542 Mhmm. Yep. 5457? Yep. 5 054. Correct? Yep. Okay. How about the name that is appearing on the card, please? That's my name. Okay. Sure. Seth.","start_word":1949,"end_word":1980,"sentiment":"neutral","sentiment_score":0.03639710519928485},{"text":"Thank you so much, Shuang.","start_word":1981,"end_word":1985,"sentiment":"positive","sentiment_score":0.5631934404373169},{"text":"How about the expiration date, please? Six nine zero. Oh, is that '0 okay? is it 06/09 Six. '0? Yep. Six nine zero. Six nine zero. Is it 2019? No. That's CVV. Is that CVV? Oh, sorry. Oh, The expiration date upgrade date. Okay. That's the October 29 2029.","start_word":1986,"end_word":2034,"sentiment":"neutral","sentiment_score":0.004952074494212866},{"text":"Thank you so much.","start_word":2035,"end_word":2038,"sentiment":"positive","sentiment_score":0.38329455256462097},{"text":"How about the CVV this time? 690.","start_word":2039,"end_word":2045,"sentiment":"neutral","sentiment_score":0.08859933912754059},{"text":"Thank you so much. I'll go ahead and save this. So this is very convenient. No need to pay and arrange payment plan every month. I will the system will automatically process the payment for you.","start_word":2046,"end_word":2081,"sentiment":"positive","sentiment_score":0.5028146505355835},{"text":"For Okay. you could also you also check the invoices or documents by logging in to your account. So now let me go to alright. So we are going to process the the full amount for $194.99. Correct? Or just the $105? Okay. Is it the $194.99 that were the credit will be added to your account or just a $105? I can generate a $105 on your behalf if you don't wanna pay for $194.99 one time today. Okay. Sure. Maybe doing that. Okay. I'll be doing that. Just give me one second. I'll be putting you on hold for a minute, urgent. I'll get back to you. Okay? Okay. Thank you. Hello, Shuang? Hello? Hi. You know, I don't wanna take too much of your time. While I'm while while I am generating the invoice, Would you want me to call you back so that you can do your I mean, some stuff while I'm generating my invoice? And then once done and once Okay. the payment is processed, I can just give you a callback for confirmation. Okay. Sure. Alright.","start_word":2082,"end_word":2264,"sentiment":"neutral","sentiment_score":0.0352146430093734},{"text":"So thank you Yep. so much, and we'll talk to you later, Shuang. Thank you. Thank you.","start_word":2265,"end_word":2281,"sentiment":"positive","sentiment_score":0.5031137466430664},{"text":"Goodbye. Goodbye. Goodbye.","start_word":2282,"end_word":2284,"sentiment":"neutral","sentiment_score":0.16737326979637146}],"average":{"sentiment":"neutral","sentiment_score":0.026439444355692746}}}}