{"metadata":{"transaction_key":"deprecated","request_id":"019f45b7-a096-7583-b68e-896c79c17584","sha256":"20ebb9d10d477662070e6cea162c33e3a8599b064eb692da095397ea02f35464","created":"2026-07-09T07:11:32.593Z","duration":649.3679,"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":1524,"output_tokens":134},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1635,"output_tokens":1639},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1635,"output_tokens":100}},"results":{"channels":[{"alternatives":[{"transcript":"Good afternoon. This is Airtel accounts. How may I help you today? Okay. I got it. We appreciate your call. Let me just pull out your account. So what I'm I'm trying to understand to what you were saying is you have an account with Airtel for Internet service. Right? And okay. Thank you. What is your first name? How do you spell it? Olivia. Okay. Olivia. Last name, please? Okay. Thank you so much. And your date of birth, please? Thank you, Olivia. Just give me a moment. Let me just go through to your account. Okay? Thank you. Thank you so much for staying on the line. And, Olivia, what is the service address? Mhmm. Okay. Victoria. Alright. 30 51. Okay. Thank you. Still checking your account here. You so much for staying on the line, Olivia. So I will as per our record, I do see on here are you still on the line? Okay. So as per our record, I do see on here that your account has been disconnected or disrupted due to nonpayment and and no update from you. So I'm showing here you have a outstanding balance of 390 dollars on the account. So technically yeah. We can go yes. That's what I'm trying to explain. It's okay because I I would I would love to go over to your account, of course, but we are really happy to welcome you back. However, due to this nonpayment and no response from our end and the collaborative effort, this account has been transferred to collection as well. However, if you would love to reactivate your service, we can go ahead and do show, but you still have two things. You have to pay the outstanding balance you have, and then you have to set up a direct debit for your timely payment. Since you are Yeah. Yeah. Correct. Since you are wanting to reinstate your service and reactivate your account, because we still have your account record. It just so happened showing outstanding and deactivated. We can go ahead and reactivate your account, reinstate your service, and we can process your payment, And then we will just coordinate to the marshal to pull out your account into collection because our customer requested to reactivate the service and settle all that standing, something like that. Alright. So sure. Would you like me to process your payment? In that way, afterwards, I can ask our provisioning or technical team to reinstate the account? The outstanding balance, 319 dollars 80¢. That's for your January, February, March, and April. Mhmm. Yeah. Definitely. We can definite I can tell you I can assure you, we can go ahead and reactivate your service as long as the outstanding balance will be paid. On our end, it's $319.80. Okay? That that's the outstanding actual invoice. We did not charge you as a courtesy to help you out. We did not charge you any fee or interest. However, if you're receiving the notification and communication from the collection department or agency, there there's additional charge, right, in reference to this. Yeah. That's right. Okay. Oh, sure. Let me I understand. Let me give my direct number so you can call me directly since we're handling, the account as the outstanding balance. One moment. Okay? I'm available from Monday to Friday from, 9AM to 6PM. So here is the direct number for accounts. It's 0391 21 8113. Yeah. My name is Melissa, and I'm in charge to your account. I'm from accounts department. But, yeah, I can assure you once this balance has been paid off, we can go ahead. And we'd love to grant your request to reactivate your account and reinstate your service. We just need to coordinate to the net network. Sure. Sure. I appreciate your honesty, but we will just go ahead we will just go ahead and wait for your updated callback, and then restart from there. Okay? Mhmm. You you're welcome, Olivia. Yeah. Yeah. I understand that, but definitely, we'd love to welcome you back. But, of course, we need to take care of some some matters that's left behind. Right? That's right. Alright, Olivia. Talk to you soon. I'll wait for your updates. Okay? Alright. You do the same. Be safe always. 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afternoon. This is Airtel accounts. How may I help you today? Okay. I got it.\n\nWe appreciate your call. Let me just pull out your account. So what I'm I'm trying to understand to what you were saying is you have an account with Airtel for Internet service. Right? And okay.\n\nThank you. What is your first name? How do you spell it? Olivia. Okay.\n\nOlivia. Last name, please? Okay. Thank you so much. And your date of birth, please?\n\nThank you, Olivia. Just give me a moment. Let me just go through to your account. Okay? Thank you.\n\nThank you so much for staying on the line. And, Olivia, what is the service address? Mhmm. Okay. Victoria.\n\nAlright. 30 51. Okay. Thank you. Still checking your account here.\n\nYou so much for staying on the line, Olivia. So I will as per our record, I do see on here are you still on the line? Okay. So as per our record, I do see on here that your account has been disconnected or disrupted due to nonpayment and and no update from you. So I'm showing here you have a outstanding balance of 390 dollars on the account.\n\nSo technically yeah. We can go yes. That's what I'm trying to explain. It's okay because I I would I would love to go over to your account, of course, but we are really happy to welcome you back. However, due to this nonpayment and no response from our end and the collaborative effort, this account has been transferred to collection as well.\n\nHowever, if you would love to reactivate your service, we can go ahead and do show, but you still have two things. You have to pay the outstanding balance you have, and then you have to set up a direct debit for your timely payment. Since you are Yeah. Yeah. Correct.\n\nSince you are wanting to reinstate your service and reactivate your account, because we still have your account record. It just so happened showing outstanding and deactivated. We can go ahead and reactivate your account, reinstate your service, and we can process your payment, And then we will just coordinate to the marshal to pull out your account into collection because our customer requested to reactivate the service and settle all that standing, something like that. Alright. So sure.\n\nWould you like me to process your payment? In that way, afterwards, I can ask our provisioning or technical team to reinstate the account? The outstanding balance, 319 dollars 80¢. That's for your January, February, March, and April. Mhmm.\n\nYeah. Definitely. We can definite I can tell you I can assure you, we can go ahead and reactivate your service as long as the outstanding balance will be paid. On our end, it's $319.80. Okay?\n\nThat that's the outstanding actual invoice. We did not charge you as a courtesy to help you out. We did not charge you any fee or interest. However, if you're receiving the notification and communication from the collection department or agency, there there's additional charge, right, in reference to this. Yeah.\n\nThat's right. Okay. Oh, sure. Let me I understand. Let me give my direct number so you can call me directly since we're handling, the account as the outstanding balance.\n\nOne moment. Okay? I'm available from Monday to Friday from, 9AM to 6PM. So here is the direct number for accounts. It's 0391 21 8113.\n\nYeah. My name is Melissa, and I'm in charge to your account. I'm from accounts department. But, yeah, I can assure you once this balance has been paid off, we can go ahead. And we'd love to grant your request to reactivate your account and reinstate your service.\n\nWe just need to coordinate to the net network. Sure. Sure. I appreciate your honesty, but we will just go ahead we will just go ahead and wait for your updated callback, and then restart from there. Okay?\n\nMhmm. You you're welcome, Olivia. Yeah. Yeah. I understand that, but definitely, we'd love to welcome you back.\n\nBut, of course, we need to take care of some some matters that's left behind. Right? That's right. Alright, Olivia. Talk to you soon.\n\nI'll wait for your updates. Okay? Alright. You do the same. Be safe always.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Good afternoon.","start":0.24,"end":0.88,"sentiment":"positive","sentiment_score":0.42028912901878357},{"text":"This is Airtel accounts.","start":0.88,"end":2.1599998,"sentiment":"positive","sentiment_score":0.3812832161784172},{"text":"How may I help you today?","start":2.1599998,"end":3.46,"sentiment":"positive","sentiment_score":0.3854219118754069},{"text":"Okay.","start":20.195,"end":20.595,"sentiment":"neutral","sentiment_score":0.01478203386068344},{"text":"I got it.","start":20.595,"end":21.235,"sentiment":"neutral","sentiment_score":0.13017229984203973}],"sentiment":"neutral","sentiment_score":0.317721345461905,"num_words":16,"start":0.24,"end":21.235},{"sentences":[{"text":"We appreciate your call.","start":21.235,"end":22.275,"sentiment":"positive","sentiment_score":0.5831488817930222},{"text":"Let me just pull out your 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51.","start":186.315,"end":187.615,"sentiment":"neutral","sentiment_score":0.016883515287190676},{"text":"Okay.","start":187.99501,"end":188.475,"sentiment":"neutral","sentiment_score":0.08573593199253082},{"text":"Thank you.","start":188.475,"end":189.215,"sentiment":"neutral","sentiment_score":0.21190167218446732},{"text":"Still checking your account here.","start":189.35501,"end":191.13501,"sentiment":"neutral","sentiment_score":0.11626576334238052}],"sentiment":"neutral","sentiment_score":0.10488790062002161,"num_words":11,"start":185.91501,"end":191.13501},{"sentences":[{"text":"You so much for staying on the line, Olivia.","start":266.345,"end":268.605,"sentiment":"neutral","sentiment_score":0.22054999238914913},{"text":"So I will as per our record, I do see on here are you still on the line?","start":268.825,"end":274.605,"sentiment":"neutral","sentiment_score":0.051271274064977966},{"text":"Okay.","start":275.945,"end":276.42502,"sentiment":"neutral","sentiment_score":-0.07358145713806152},{"text":"So as per our record, I do see on here that your account has been disconnected or disrupted due to nonpayment and and no update from you.","start":276.42502,"end":289.93002,"sentiment":"neutral","sentiment_score":-0.24840650183183174},{"text":"So I'm showing here you have a outstanding balance of 390 dollars on the account.","start":290.47,"end":297.945,"sentiment":"neutral","sentiment_score":-0.12883575956026713}],"sentiment":"neutral","sentiment_score":-0.08293229336185115,"num_words":70,"start":266.345,"end":297.945},{"sentences":[{"text":"So technically yeah.","start":298.965,"end":306.005,"sentiment":"neutral","sentiment_score":-0.12147781004508336},{"text":"We can go yes.","start":306.005,"end":309.88,"sentiment":"neutral","sentiment_score":0.03763641929253936},{"text":"That's what I'm trying to explain.","start":309.94,"end":311.72,"sentiment":"neutral","sentiment_score":0.03277465452750524},{"text":"It's okay because I I would I would love to go over to your account, of course, but we are really happy to welcome you back.","start":313.7,"end":321.235,"sentiment":"positive","sentiment_score":0.3420606112250915},{"text":"However, due to this nonpayment and no response from our end and the collaborative effort, this account has been transferred to collection as well.","start":321.235,"end":332.035,"sentiment":"neutral","sentiment_score":-0.1761774948487679}],"sentiment":"neutral","sentiment_score":0.07377898713780774,"num_words":63,"start":298.965,"end":332.035},{"sentences":[{"text":"However, if you would love to reactivate your service, we can go ahead and do show, but you still have two things.","start":332.035,"end":340.79,"sentiment":"neutral","sentiment_score":0.03951338746330955},{"text":"You have to pay the outstanding balance you have, and then you have to set up a direct debit for your timely payment.","start":340.79,"end":349.105,"sentiment":"neutral","sentiment_score":-0.03446354619834734},{"text":"Since you are Yeah.","start":364.96,"end":368.02,"sentiment":"neutral","sentiment_score":0.009871178306639194},{"text":"Yeah.","start":368.4,"end":368.72,"sentiment":"neutral","sentiment_score":0.07287783175706863},{"text":"Correct.","start":368.72,"end":369.19998,"sentiment":"neutral","sentiment_score":0.09095418453216551}],"sentiment":"neutral","sentiment_score":0.005489209630325728,"num_words":51,"start":332.035,"end":369.19998},{"sentences":[{"text":"Since you are wanting to reinstate your service and reactivate your account, because we still have your account record.","start":369.19998,"end":378.28497,"sentiment":"neutral","sentiment_score":0.03921656859548468},{"text":"It just so happened showing outstanding and deactivated.","start":378.28497,"end":381.425,"sentiment":"neutral","sentiment_score":0.009589452529326081},{"text":"We can go ahead and reactivate your account, reinstate your service, and we can process your payment, And then we will just coordinate to the marshal to pull out your account into collection because our customer requested to reactivate the service and settle all that standing, something like that.","start":382.125,"end":399.68,"sentiment":"neutral","sentiment_score":0.07062526374142997},{"text":"Alright.","start":402.395,"end":402.875,"sentiment":"neutral","sentiment_score":0.17944936454296112},{"text":"So sure.","start":402.875,"end":405.115,"sentiment":"neutral","sentiment_score":0.1483066901564598}],"sentiment":"neutral","sentiment_score":0.060234570781452744,"num_words":79,"start":369.19998,"end":405.115},{"sentences":[{"text":"Would you like me to process your payment?","start":405.115,"end":407.675,"sentiment":"neutral","sentiment_score":0.10318806488066912},{"text":"In that way, afterwards, I can ask our provisioning or technical team to reinstate the account?","start":407.675,"end":415.615,"sentiment":"neutral","sentiment_score":0.10650256788358092},{"text":"The outstanding balance, 319 dollars 80¢.","start":419.6,"end":422.96,"sentiment":"neutral","sentiment_score":0.007111030910164118},{"text":"That's for your January, February, March, and April.","start":422.96,"end":427.06,"sentiment":"neutral","sentiment_score":0.06996662449091673},{"text":"Mhmm.","start":429.765,"end":430.265,"sentiment":"neutral","sentiment_score":0.04698934778571129}],"sentiment":"neutral","sentiment_score":0.08346902903806615,"num_words":39,"start":405.115,"end":430.265},{"sentences":[{"text":"Yeah.","start":441.36502,"end":441.765,"sentiment":"neutral","sentiment_score":0.19709333777427673},{"text":"Definitely.","start":441.765,"end":442.265,"sentiment":"neutral","sentiment_score":0.29980888962745667},{"text":"We can definite I can tell you I can assure you, we can go ahead and reactivate your service as long as the outstanding balance will be paid.","start":450.90002,"end":460.835,"sentiment":"neutral","sentiment_score":0.2863689135493977},{"text":"On our end, it's $319.80.","start":460.97498,"end":464.335,"sentiment":"neutral","sentiment_score":0.07166830077767372},{"text":"Okay?","start":464.335,"end":464.735,"sentiment":"neutral","sentiment_score":0.05638449266552925}],"sentiment":"neutral","sentiment_score":0.24805438342607683,"num_words":36,"start":441.36502,"end":464.735},{"sentences":[{"text":"That that's the outstanding actual invoice.","start":464.735,"end":467.055,"sentiment":"neutral","sentiment_score":0.14834839726487795},{"text":"We did not charge you as a courtesy to help you out.","start":467.055,"end":471.14,"sentiment":"neutral","sentiment_score":0.22023188571135202},{"text":"We did not charge you any fee or interest.","start":471.28,"end":474.34,"sentiment":"neutral","sentiment_score":0.051515438904364906},{"text":"However, if you're receiving the notification and communication from the collection department or agency, there there's additional charge, right, in reference to this.","start":474.80002,"end":487.665,"sentiment":"neutral","sentiment_score":-0.018810884379174397},{"text":"Yeah.","start":489.805,"end":490.125,"sentiment":"neutral","sentiment_score":0.014353151433169842}],"sentiment":"neutral","sentiment_score":0.0701610739799399,"num_words":51,"start":464.735,"end":490.125},{"sentences":[{"text":"That's right.","start":490.125,"end":490.945,"sentiment":"neutral","sentiment_score":0.024718966335058212},{"text":"Okay.","start":517.795,"end":518.295,"sentiment":"neutral","sentiment_score":-0.05256654694676399},{"text":"Oh, sure.","start":521.955,"end":522.755,"sentiment":"neutral","sentiment_score":-0.028110994957387447},{"text":"Let me I understand.","start":522.755,"end":524.295,"sentiment":"neutral","sentiment_score":-0.02127591148018837},{"text":"Let me give my direct number so you can call me directly since we're handling, the account as the outstanding balance.","start":524.515,"end":534.39,"sentiment":"neutral","sentiment_score":-0.022155709032501494}],"sentiment":"neutral","sentiment_score":-0.02032413799315691,"num_words":30,"start":490.125,"end":534.39},{"sentences":[{"text":"One moment.","start":534.45,"end":535.09,"sentiment":"neutral","sentiment_score":0.03408877644687891},{"text":"Okay?","start":535.09,"end":535.59,"sentiment":"neutral","sentiment_score":0.029870962724089622},{"text":"I'm available from Monday to Friday from, 9AM to 6PM.","start":536.29004,"end":541.43,"sentiment":"neutral","sentiment_score":0.06752743981778622},{"text":"So here is the direct number for accounts.","start":541.735,"end":545.275,"sentiment":"neutral","sentiment_score":0.02739398996345699},{"text":"It's 0391 21 8113.","start":545.495,"end":559.42,"sentiment":"neutral","sentiment_score":0.017620655708014965}],"sentiment":"neutral","sentiment_score":0.04251829825341701,"num_words":25,"start":534.45,"end":559.42},{"sentences":[{"text":"Yeah.","start":564.51996,"end":564.92,"sentiment":"neutral","sentiment_score":0.1260242760181427},{"text":"My name is Melissa, and I'm in charge to your account.","start":564.92,"end":569.24,"sentiment":"neutral","sentiment_score":0.13493940843777222},{"text":"I'm from accounts department.","start":569.24,"end":570.62,"sentiment":"neutral","sentiment_score":0.09760647267103195},{"text":"But, yeah, I can assure you once this balance has been paid off, we can go ahead.","start":571.305,"end":576.505,"sentiment":"positive","sentiment_score":0.4796776929322411},{"text":"And we'd love to grant your request to reactivate your account and reinstate your service.","start":576.505,"end":581.625,"sentiment":"positive","sentiment_score":0.4702008247375488}],"sentiment":"positive","sentiment_score":0.3585066002172728,"num_words":48,"start":564.51996,"end":581.625},{"sentences":[{"text":"We just need to coordinate to the net network.","start":581.625,"end":584.365,"sentiment":"neutral","sentiment_score":0.04613855222447051},{"text":"Sure.","start":608.64496,"end":609.125,"sentiment":"neutral","sentiment_score":-0.007936866953969002},{"text":"Sure.","start":609.125,"end":609.365,"sentiment":"neutral","sentiment_score":0.024083705618977547},{"text":"I appreciate your honesty, but we will just go ahead we will just go ahead and wait for your updated callback, and then restart from there.","start":609.365,"end":618.49005,"sentiment":"neutral","sentiment_score":0.07491824912050596},{"text":"Okay?","start":618.49005,"end":618.99005,"sentiment":"neutral","sentiment_score":0.06285156309604645}],"sentiment":"neutral","sentiment_score":0.06426631181353801,"num_words":38,"start":581.625,"end":618.99005},{"sentences":[{"text":"Mhmm.","start":621.45,"end":621.61005,"sentiment":"neutral","sentiment_score":0.15921704471111298},{"text":"You you're welcome, Olivia.","start":621.61005,"end":624.43005,"sentiment":"neutral","sentiment_score":0.30804868042469025},{"text":"Yeah.","start":626.41003,"end":626.65,"sentiment":"neutral","sentiment_score":0.08499890565872192},{"text":"Yeah.","start":626.65,"end":626.89,"sentiment":"neutral","sentiment_score":0.07352128624916077},{"text":"I understand that, but definitely, we'd love to welcome you back.","start":626.89,"end":631.03503,"sentiment":"neutral","sentiment_score":0.1339218785816973}],"sentiment":"neutral","sentiment_score":0.16794847903980148,"num_words":18,"start":621.45,"end":631.03503},{"sentences":[{"text":"But, of course, we need to take care of some some matters that's left behind.","start":631.03503,"end":635.515,"sentiment":"neutral","sentiment_score":-0.043269207080205284},{"text":"Right?","start":635.515,"end":636.015,"sentiment":"neutral","sentiment_score":0.019002355635166168},{"text":"That's right.","start":638.31287,"end":639.67285,"sentiment":"neutral","sentiment_score":0.10375385731458664},{"text":"Alright, Olivia.","start":639.67285,"end":640.6529,"sentiment":"neutral","sentiment_score":0.0860939659178257},{"text":"Talk to you soon.","start":640.79285,"end":641.5929,"sentiment":"neutral","sentiment_score":0.06244151387363672}],"sentiment":"neutral","sentiment_score":-0.000023918692022562027,"num_words":24,"start":631.03503,"end":641.5929},{"sentences":[{"text":"I'll wait for your updates.","start":641.5929,"end":642.79285,"sentiment":"neutral","sentiment_score":0.09505522847175599},{"text":"Okay?","start":642.79285,"end":643.29285,"sentiment":"neutral","sentiment_score":0.10094109177589417},{"text":"Alright.","start":644.31287,"end":644.79285,"sentiment":"neutral","sentiment_score":0.16817037761211395},{"text":"You do the same.","start":644.79285,"end":645.5929,"sentiment":"neutral","sentiment_score":0.14354858547449112},{"text":"Be safe always.","start":645.5929,"end":646.6529,"sentiment":"positive","sentiment_score":0.3976593613624573}],"sentiment":"neutral","sentiment_score":0.1793971455522946,"num_words":14,"start":641.5929,"end":646.6529},{"sentences":[{"text":"Bye bye.","start":646.7129,"end":647.4529,"sentiment":"neutral","sentiment_score":0.2429172843694687}],"sentiment":"neutral","sentiment_score":0.2429172843694687,"num_words":2,"start":646.7129,"end":647.4529}]}}]},{"alternatives":[{"transcript":"Hi. I'm just looking to activate my it's how my Wi Fi, but I've had it and I've stopped it. And now it's saying that my Internet is paused. Yes. Olivia. O l I. Yes. Ward, w a r d. The twenty fifth of the eleventh two thousand and five. Yep. Fine. Unit 506 Of 9 Shield Street, North Melbourne. Yes. Yep. Yes. Yes. Yes. Yes. Yes. Yes. So is there is there no way to get it back up and then just pay it, like, end up paying it and you can turn it on still? Oh, sorry. Sorry. Yes. Yes. Okay. Amazing. And will I need to pay it? Because I have been contacted by Marshall Freeman collections. And so will I need to pay that through them or through Airtel? Because I can see that I can pay through Airtel. Yes. Okay. Okay. Cool. Yeah. I would like to do that. How much would I need to pay now? Oh, okay. Yeah. Yeah. Because I did see that. Okay. I just wanted that information. I might call back tomorrow to actually make the decision. If that's okay, just to think it over. But it will be it it will the outstanding will be paid. It's just whether or not to reactivate. So, yeah, I I will probably call back tomorrow or next week. Yeah. Yes. Yes. Yep. Yeah. Yeah. I I had seen that, that it was 400 and something. Yeah. No. I will call either tomorrow or next week to make that decision. I will still, like, pay it, just not right now, and then whether or not to reactivate. So I just wanted the information because I was a little bit left in the dark about all of that and how it would all work and if I can still activate it. But, yeah, I will I will be in contact and definitely call again to to make those decisions, just not right now. Sorry. Oh, yes. Yes. Stop. Yep. Yep. Yep. Yep. 8113. Okay. Amazing. And do I ask for you? Melissa. Okay. Amazing. Yes. Yes. I will be in contact too. Yeah. I will definitely, like because I obviously don't have the money right now to be doing that. So it I would love to do it now, but, yeah, I just need to discuss and think about when I can do this all. But, yeah, I will probably be in contact either tomorrow or next week to talk about reactivating it. Yeah. Just not right now. Yeah. Okay. Thank you so much. This has been so helpful. I was a bit stressed about it all, so thank you. Okay. Yes. Yes. I would love to be back. Yeah. These these times. Yeah. Okay. Yeah. Have a good night. Alright. Yes. You too. 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I'm just looking to activate my it's how my Wi Fi, but I've had it and I've stopped it. And now it's saying that my Internet is paused. Yes. Olivia.\n\nO l I. Yes. Ward, w a r d. The twenty fifth of the eleventh two thousand and five. Yep.\n\nFine. Unit 506 Of 9 Shield Street, North Melbourne. Yes. Yep. Yes.\n\nYes. Yes. Yes. Yes. Yes.\n\nSo is there is there no way to get it back up and then just pay it, like, end up paying it and you can turn it on still? Oh, sorry. Sorry. Yes. Yes.\n\nOkay. Amazing. And will I need to pay it? Because I have been contacted by Marshall Freeman collections. And so will I need to pay that through them or through Airtel?\n\nBecause I can see that I can pay through Airtel. Yes. Okay. Okay. Cool.\n\nYeah. I would like to do that. How much would I need to pay now? Oh, okay. Yeah.\n\nYeah. Because I did see that. Okay. I just wanted that information. I might call back tomorrow to actually make the decision.\n\nIf that's okay, just to think it over. But it will be it it will the outstanding will be paid. It's just whether or not to reactivate. So, yeah, I I will probably call back tomorrow or next week. Yeah.\n\nYes. Yes. Yep. Yeah. Yeah.\n\nI I had seen that, that it was 400 and something. Yeah. No. I will call either tomorrow or next week to make that decision. I will still, like, pay it, just not right now, and then whether or not to reactivate.\n\nSo I just wanted the information because I was a little bit left in the dark about all of that and how it would all work and if I can still activate it. But, yeah, I will I will be in contact and definitely call again to to make those decisions, just not right now. Sorry. Oh, yes. Yes.\n\nStop. Yep. Yep. Yep. Yep.\n\n8113. Okay. Amazing. And do I ask for you? Melissa.\n\nOkay. Amazing. Yes. Yes. I will be in contact too.\n\nYeah. I will definitely, like because I obviously don't have the money right now to be doing that. So it I would love to do it now, but, yeah, I just need to discuss and think about when I can do this all. But, yeah, I will probably be in contact either tomorrow or next week to talk about reactivating it. Yeah.\n\nJust not right now. Yeah. Okay. Thank you so much. This has been so helpful.\n\nI was a bit stressed about it all, so thank you. Okay. Yes. Yes. I would love to be back.\n\nYeah. These these times. Yeah. Okay. Yeah.\n\nHave a good night. Alright. Yes. You too. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":4.3199997,"end":4.8199997,"sentiment":"neutral","sentiment_score":-0.04141825437545776},{"text":"I'm just looking to activate my it's how my Wi Fi, but I've had it and I've stopped it.","start":5.12,"end":16.725,"sentiment":"neutral","sentiment_score":-0.07440672408005125},{"text":"And now it's saying that my Internet is paused.","start":16.725,"end":18.905,"sentiment":"neutral","sentiment_score":-0.21191599633958605},{"text":"Yes.","start":32.42,"end":32.92,"sentiment":"neutral","sentiment_score":0.07663173228502274},{"text":"Olivia.","start":36.42,"end":36.92,"sentiment":"neutral","sentiment_score":0.008964208886027336}],"sentiment":"neutral","sentiment_score":-0.10570303347682761,"num_words":31,"start":4.3199997,"end":36.92},{"sentences":[{"text":"O l 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is there is there no way to get it back up and then just pay it, like, end up paying it and you can turn it on still?","start":299.43,"end":308.81,"sentiment":"neutral","sentiment_score":-0.18103534814997993},{"text":"Oh, sorry.","start":311.43,"end":312.23,"sentiment":"neutral","sentiment_score":0.01130647026002407},{"text":"Sorry.","start":312.23,"end":312.73,"sentiment":"neutral","sentiment_score":-0.007185555994510651},{"text":"Yes.","start":319.175,"end":319.675,"sentiment":"positive","sentiment_score":0.5052489638328552},{"text":"Yes.","start":349.89502,"end":350.295,"sentiment":"neutral","sentiment_score":0.05280458554625511}],"sentiment":"neutral","sentiment_score":-0.13754541654249325,"num_words":34,"start":299.43,"end":350.295},{"sentences":[{"text":"Okay.","start":350.295,"end":350.795,"sentiment":"neutral","sentiment_score":0.1376425474882126},{"text":"Amazing.","start":351.27,"end":351.77,"sentiment":"neutral","sentiment_score":0.3084597587585449},{"text":"And will I need to pay it?","start":353.27,"end":355.83,"sentiment":"neutral","sentiment_score":0.06778308589543615},{"text":"Because I have been contacted by Marshall Freeman collections.","start":355.83,"end":359.21,"sentiment":"neutral","sentiment_score":-0.0350351735121674},{"text":"And so will I need to pay that through them or through Airtel?","start":359.66998,"end":364.25,"sentiment":"neutral","sentiment_score":-0.00753071796722137}],"sentiment":"neutral","sentiment_score":0.016366710075207295,"num_words":31,"start":350.295,"end":364.25},{"sentences":[{"text":"Because I can see that I can pay through 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had seen that, that it was 400 and something.","start":486.29498,"end":489.51498,"sentiment":"neutral","sentiment_score":-0.03132132965732704},{"text":"Yeah.","start":490.215,"end":490.53497,"sentiment":"neutral","sentiment_score":0.04069903492927551},{"text":"No.","start":490.53497,"end":491.03497,"sentiment":"neutral","sentiment_score":-0.12715274095535278},{"text":"I will call either tomorrow or next week to make that decision.","start":491.735,"end":496.85,"sentiment":"neutral","sentiment_score":-0.08782178660233815},{"text":"I will still, like, pay it, just not right now, and then whether or not to reactivate.","start":496.85,"end":504.615,"sentiment":"neutral","sentiment_score":-0.11920244115240433}],"sentiment":"neutral","sentiment_score":-0.08360217312084776,"num_words":42,"start":486.29498,"end":504.615},{"sentences":[{"text":"So I just wanted the information because I was a little bit left in the dark about all of that and how it would all work and if I can still activate 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yes.","start":529.435,"end":530.17505,"sentiment":"neutral","sentiment_score":-0.008333651348948479},{"text":"Yes.","start":534.315,"end":534.815,"sentiment":"neutral","sentiment_score":0.045998428016901016}],"sentiment":"neutral","sentiment_score":-0.10866778823783842,"num_words":59,"start":504.935,"end":534.815},{"sentences":[{"text":"Stop.","start":535.195,"end":535.695,"sentiment":"neutral","sentiment_score":0.036564283072948456},{"text":"Yep.","start":542.00995,"end":542.50995,"sentiment":"neutral","sentiment_score":0.027955543249845505},{"text":"Yep.","start":553.37,"end":553.85,"sentiment":"neutral","sentiment_score":0.018550746142864227},{"text":"Yep.","start":553.85,"end":554.115,"sentiment":"neutral","sentiment_score":0.01479686051607132},{"text":"Yep.","start":556.115,"end":556.615,"sentiment":"neutral","sentiment_score":0.01106379460543394}],"sentiment":"neutral","sentiment_score":0.02178624551743269,"num_words":5,"start":535.195,"end":556.615},{"sentences":[{"text":"8113.","start":560.035,"end":561.575,"sentiment":"neutral","sentiment_score":0.016776761040091515},{"text":"Okay.","start":561.71497,"end":562.035,"sentiment":"neutral","sentiment_score":0.3292487859725952},{"text":"Amazing.","start":562.035,"end":562.355,"sentiment":"positive","sentiment_score":0.6161013841629028},{"text":"And 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too.","start":582.255,"end":584.03503,"sentiment":"neutral","sentiment_score":0.042676121617356934}],"sentiment":"neutral","sentiment_score":0.12041185609996319,"num_words":10,"start":571.18,"end":584.03503},{"sentences":[{"text":"Yeah.","start":585.135,"end":585.455,"sentiment":"neutral","sentiment_score":0.02538985013961792},{"text":"I will definitely, like because I obviously don't have the money right now to be doing that.","start":585.455,"end":589.695,"sentiment":"neutral","sentiment_score":-0.09135572305497001},{"text":"So it I would love to do it now, but, yeah, I just need to discuss and think about when I can do this all.","start":589.695,"end":598.02,"sentiment":"neutral","sentiment_score":0.034958205819129944},{"text":"But, yeah, I will probably be in contact either tomorrow or next week to talk about reactivating 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helpful.","start":620.93,"end":622.31,"sentiment":"neutral","sentiment_score":0.27155967950820925}],"sentiment":"neutral","sentiment_score":0.19890982136130334,"num_words":15,"start":606.39996,"end":622.31},{"sentences":[{"text":"I was a bit stressed about it all, so thank you.","start":622.93,"end":625.58997,"sentiment":"neutral","sentiment_score":0.27366748587651685},{"text":"Okay.","start":630.93,"end":631.43,"sentiment":"neutral","sentiment_score":0.00881236232817173},{"text":"Yes.","start":631.49,"end":631.81,"sentiment":"neutral","sentiment_score":-0.013871027156710625},{"text":"Yes.","start":631.81,"end":631.97,"sentiment":"neutral","sentiment_score":-0.03230726346373558},{"text":"I would love to be back.","start":631.97,"end":633.35,"sentiment":"neutral","sentiment_score":-0.02782866358757019}],"sentiment":"neutral","sentiment_score":0.1403002217411995,"num_words":20,"start":622.93,"end":633.35},{"sentences":[{"text":"Yeah.","start":635.41,"end":635.81,"sentiment":"neutral","sentiment_score":0.018416907638311383},{"text":"These these times.","start":635.81,"end":637.445,"sentiment":"neutral","sentiment_score":0.000015551845232645672},{"text":"Yeah.","start":640.86505,"end":641.10504,"sentiment":"neutral","sentiment_score":0.0625901147723198},{"text":"Okay.","start":641.10504,"end":641.60504,"sentiment":"neutral","sentiment_score":0.0712844729423523},{"text":"Yeah.","start":643.025,"end":643.505,"sentiment":"neutral","sentiment_score":0.2024306356906891}],"sentiment":"neutral","sentiment_score":0.050681255225624354,"num_words":7,"start":635.41,"end":643.505},{"sentences":[{"text":"Have a good night.","start":643.505,"end":644.565,"sentiment":"neutral","sentiment_score":0.3322782441973686},{"text":"Alright.","start":644.945,"end":645.445,"sentiment":"neutral","sentiment_score":0.1484013795852661},{"text":"Yes.","start":646.945,"end":647.34503,"sentiment":"neutral","sentiment_score":0.2748233675956726},{"text":"You too.","start":647.34503,"end":647.905,"sentiment":"neutral","sentiment_score":0.3206932842731476},{"text":"Bye bye.","start":647.905,"end":648.565,"sentiment":"neutral","sentiment_score":0.030039686709642396}],"sentiment":"neutral","sentiment_score":0.24538036659359933,"num_words":10,"start":643.505,"end":648.565}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Good afternoon. This is Airtel accounts. How may I help you today?\n\nChannel 1: Hi. I'm just looking to activate my it's how my Wi Fi, but I've had it and I've stopped it. And now it's saying that my Internet is paused.\n\nChannel 0: Okay. I got it. We appreciate your call. Let me just pull out your account. So what I'm I'm trying to understand to what you were saying is you have an account with Airtel for Internet service.\n\nRight? And\n\nChannel 1: Yes.\n\nChannel 0: okay. Thank you. What is your first name?\n\nChannel 1: Olivia.\n\nChannel 0: How do you spell it?\n\nChannel 1: O l I.\n\nChannel 0: Olivia.\n\nChannel 1: Yes.\n\nChannel 0: Okay. Olivia. Last name, please?\n\nChannel 1: Ward, w a r d.\n\nChannel 0: Okay. Thank you so much. And your date of birth, please?\n\nChannel 1: The twenty fifth of the eleventh two thousand and five.\n\nChannel 0: Thank you, Olivia. Just give me a moment. Let me just go through to your account. Okay?\n\nChannel 1: Yep.\n\nChannel 0: Thank you. Thank you so much for staying on the line. And,\n\nChannel 1: Fine.\n\nChannel 0: Olivia, what is the service address?\n\nChannel 1: Unit 506\n\nChannel 0: Mhmm.\n\nChannel 1: Of 9 Shield Street, North Melbourne.\n\nChannel 0: Okay. Victoria. Alright. 30\n\nChannel 1: Yes.\n\nChannel 0: 51.\n\nChannel 1: Yep.\n\nChannel 0: Okay. Thank you. Still checking your account here.\n\nChannel 1: Yes.\n\nChannel 0: You so much for staying on the line, Olivia. So I will as per our record, I do see on here are you still on the line?\n\nChannel 1: Yes.\n\nChannel 0: Okay. So as per our record, I do see on here that your account has been disconnected or disrupted due\n\nChannel 1: Yes.\n\nChannel 0: to nonpayment and and no update from you. So I'm showing here you have a outstanding balance of 390\n\nChannel 1: Yes.\n\nChannel 0: dollars on the\n\nChannel 1: Yes.\n\nChannel 0: account.\n\nChannel 1: Yes.\n\nChannel 0: So technically\n\nChannel 1: So is there is there no way to get it back up and then just pay it,\n\nChannel 0: yeah.\n\nChannel 1: like,\n\nChannel 0: We\n\nChannel 1: end\n\nChannel 0: can\n\nChannel 1: up paying it and you can turn it\n\nChannel 0: go\n\nChannel 1: on still?\n\nChannel 0: yes. That's what I'm trying to explain.\n\nChannel 1: Oh, sorry. Sorry.\n\nChannel 0: It's okay because I I would I would love to go over to your account, of course, but we are\n\nChannel 1: Yes.\n\nChannel 0: really happy to welcome you back. However, due to this nonpayment and no response from our end and the collaborative effort, this account has been transferred to collection as well. However, if you would love to reactivate your service, we can go ahead and do show, but you still have two things. You have to pay the outstanding balance you have, and then you have to set up a direct debit for your timely payment.\n\nChannel 1: Yes. Okay. Amazing. And will I need to pay it? Because I have been contacted by Marshall Freeman collections.\n\nAnd so will I need to pay that through them or through Airtel? Because\n\nChannel 0: Since\n\nChannel 1: I can\n\nChannel 0: you\n\nChannel 1: see\n\nChannel 0: are\n\nChannel 1: that I can pay through\n\nChannel 0: Yeah. Yeah. Correct. Since you are wanting to reinstate your service and reactivate\n\nChannel 1: Airtel.\n\nChannel 0: your account, because we still have your account record. It just so happened showing outstanding and deactivated. We can go\n\nChannel 1: Yes.\n\nChannel 0: ahead and reactivate your account, reinstate your service, and we can process your payment, And then we will just coordinate to the marshal to pull out your account into collection because our customer requested to reactivate the service and settle all that standing, something like that.\n\nChannel 1: Okay. Okay. Cool.\n\nChannel 0: Alright. So\n\nChannel 1: Yeah. I would like to do that.\n\nChannel 0: sure. Would you like me to process your payment? In that way, afterwards, I can ask our provisioning or technical team to reinstate the account?\n\nChannel 1: How much would I need to pay now?\n\nChannel 0: The outstanding balance, 319\n\nChannel 1: Oh, okay.\n\nChannel 0: dollars 80¢. That's for your January, February, March, and April.\n\nChannel 1: Yeah. Yeah. Because I did see that. Okay.\n\nChannel 0: Mhmm.\n\nChannel 1: I just wanted that information. I might call back tomorrow to actually make the decision. If that's okay, just to think it over.\n\nChannel 0: Yeah. Definitely.\n\nChannel 1: But it will be it it will the outstanding will be paid. It's just whether or not to reactivate. So, yeah, I I will probably call\n\nChannel 0: We\n\nChannel 1: back\n\nChannel 0: can\n\nChannel 1: tomorrow\n\nChannel 0: definite\n\nChannel 1: or next\n\nChannel 0: I\n\nChannel 1: week.\n\nChannel 0: can tell you I can assure you, we can go ahead and reactivate your service as long as the outstanding balance will be paid. On our end, it's $319.80.\n\nChannel 1: Yeah.\n\nChannel 0: Okay? That\n\nChannel 1: Yes.\n\nChannel 0: that's the outstanding actual invoice. We did not charge you as a courtesy to help you out. We did not charge you any fee or interest. However,\n\nChannel 1: Yes.\n\nChannel 0: if you're receiving the notification and communication from the collection department or agency,\n\nChannel 1: Yep.\n\nChannel 0: there there's additional charge, right,\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: in\n\nChannel 1: I\n\nChannel 0: reference\n\nChannel 1: I had\n\nChannel 0: to this.\n\nChannel 1: seen that, that it was 400 and something.\n\nChannel 0: Yeah. That's\n\nChannel 1: Yeah.\n\nChannel 0: right.\n\nChannel 1: No. I will call either tomorrow or next week to make that decision. I will still, like, pay it, just not right now, and then whether or not to reactivate. So I just wanted the information because I was a little bit left in the dark about all of that and how it would all work and if I can still activate it. But, yeah, I will I will be in contact and definitely\n\nChannel 0: Okay.\n\nChannel 1: call again to to make those decisions, just not right now.\n\nChannel 0: Oh,\n\nChannel 1: Sorry.\n\nChannel 0: sure. Let me I understand. Let me give my direct number so you can call me directly\n\nChannel 1: Oh,\n\nChannel 0: since\n\nChannel 1: yes.\n\nChannel 0: we're handling, the account as the outstanding balance.\n\nChannel 1: Yes.\n\nChannel 0: One moment. Okay?\n\nChannel 1: Stop.\n\nChannel 0: I'm available from Monday to Friday from, 9AM to 6PM. So here\n\nChannel 1: Yep.\n\nChannel 0: is the direct number for accounts. It's 0391\n\nChannel 1: Yep. Yep.\n\nChannel 0: 21\n\nChannel 1: Yep.\n\nChannel 0: 8113.\n\nChannel 1: 8113. Okay. Amazing. And do I ask for you?\n\nChannel 0: Yeah. My name is Melissa,\n\nChannel 1: Melissa.\n\nChannel 0: and I'm in charge to your account. I'm from accounts department.\n\nChannel 1: Okay.\n\nChannel 0: But,\n\nChannel 1: Amazing.\n\nChannel 0: yeah, I can assure you once this balance has been paid off, we can go ahead. And we'd love to grant your request to reactivate your account and reinstate your service.\n\nChannel 1: Yes.\n\nChannel 0: We just\n\nChannel 1: Yes.\n\nChannel 0: need to\n\nChannel 1: I\n\nChannel 0: coordinate\n\nChannel 1: will be in contact\n\nChannel 0: to the\n\nChannel 1: too.\n\nChannel 0: net network.\n\nChannel 1: Yeah. I will definitely, like because I obviously don't have the money right now to be doing that. So it I would love to do it now, but, yeah, I just need to discuss and think about when I can do this all. But, yeah, I will probably be in contact either tomorrow or next week to talk about reactivating it. Yeah.\n\nJust not right now.\n\nChannel 0: Sure. Sure. I appreciate your honesty, but\n\nChannel 1: Yeah.\n\nChannel 0: we will just go ahead we will just go ahead and wait for your updated callback, and then restart from there. Okay?\n\nChannel 1: Okay. Thank you so much. This has been\n\nChannel 0: Mhmm.\n\nChannel 1: so\n\nChannel 0: You\n\nChannel 1: helpful.\n\nChannel 0: you're\n\nChannel 1: I was a\n\nChannel 0: welcome,\n\nChannel 1: bit stressed about\n\nChannel 0: Olivia.\n\nChannel 1: it all, so thank you.\n\nChannel 0: Yeah. Yeah. I understand that, but definitely, we'd love to welcome you back.\n\nChannel 1: Okay.\n\nChannel 0: But, of\n\nChannel 1: Yes.\n\nChannel 0: course,\n\nChannel 1: Yes.\n\nChannel 0: we\n\nChannel 1: I\n\nChannel 0: need\n\nChannel 1: would love\n\nChannel 0: to take\n\nChannel 1: to be\n\nChannel 0: care\n\nChannel 1: back.\n\nChannel 0: of some some matters that's left behind.\n\nChannel 1: Yeah.\n\nChannel 0: Right?\n\nChannel 1: These these times.\n\nChannel 0: That's right. Alright, Olivia. Talk\n\nChannel 1: Yeah.\n\nChannel 0: to\n\nChannel 1: Okay.\n\nChannel 0: you soon. I'll wait for your updates. Okay?\n\nChannel 1: Yeah. Have a good night.\n\nChannel 0: Alright. You\n\nChannel 1: Alright.\n\nChannel 0: do the same. Be safe always. Bye\n\nChannel 1: Yes.\n\nChannel 0: bye.\n\nChannel 1: You too. Bye bye.","paragraphs":[{"sentences":[{"text":"Good afternoon.","start":0.24,"end":0.88,"sentiment":"positive","sentiment_score":0.42028912901878357},{"text":"This is Airtel accounts.","start":0.88,"end":2.1599998,"sentiment":"positive","sentiment_score":0.3812832161784172},{"text":"How may I help you today?","start":2.1599998,"end":3.46,"sentiment":"positive","sentiment_score":0.3854219118754069}],"sentiment":"positive","sentiment_score":0.38985354950030643,"channel":0,"num_words":12,"start":0.24,"end":3.46},{"sentences":[{"text":"Hi.","start":4.3199997,"end":4.8199997,"sentiment":"neutral","sentiment_score":-0.04141825437545776},{"text":"I'm just looking to activate my it's how my Wi Fi, but I've had it and I've stopped it.","start":5.12,"end":16.725,"sentiment":"neutral","sentiment_score":-0.07440672408005125},{"text":"And now it's saying that my Internet is paused.","start":16.725,"end":18.905,"sentiment":"neutral","sentiment_score":-0.21191599633958605}],"sentiment":"neutral","sentiment_score":-0.11594448203285193,"channel":1,"num_words":29,"start":4.3199997,"end":18.905},{"sentences":[{"text":"Okay.","start":20.195,"end":20.595,"sentiment":"neutral","sentiment_score":0.01478203386068344},{"text":"I got it.","start":20.595,"end":21.235,"sentiment":"neutral","sentiment_score":0.13017229984203973},{"text":"We appreciate your call.","start":21.235,"end":22.275,"sentiment":"positive","sentiment_score":0.5831488817930222},{"text":"Let me just pull out your account.","start":22.275,"end":24.115,"sentiment":"neutral","sentiment_score":0.2680362952607019},{"text":"So what I'm I'm trying to understand to what you were saying is you have an account with Airtel for Internet service.","start":24.115,"end":31.55,"sentiment":"neutral","sentiment_score":0.04622427729720419}],"sentiment":"neutral","sentiment_score":0.15219142237627828,"channel":0,"num_words":37,"start":20.195,"end":31.55},{"sentences":[{"text":"Right?","start":31.55,"end":31.869999,"sentiment":"neutral","sentiment_score":0.08832724392414093},{"text":"And","start":31.869999,"end":32.37,"sentiment":"neutral","sentiment_score":0.03861223533749581}],"sentiment":"neutral","sentiment_score":0.06346973963081837,"channel":0,"num_words":2,"start":31.55,"end":32.37},{"sentences":[{"text":"Yes.","start":32.42,"end":32.92,"sentiment":"neutral","sentiment_score":0.07663173228502274}],"sentiment":"neutral","sentiment_score":0.07663173228502274,"channel":1,"num_words":1,"start":32.42,"end":32.92},{"sentences":[{"text":"okay.","start":33.39,"end":33.89,"sentiment":"neutral","sentiment_score":0.13629651069641113},{"text":"Thank you.","start":34.03,"end":34.43,"sentiment":"neutral","sentiment_score":0.24644287675619125},{"text":"What is your first name?","start":34.43,"end":35.97,"sentiment":"neutral","sentiment_score":0.05231313109397888}],"sentiment":"neutral","sentiment_score":0.111343489959836,"channel":0,"num_words":8,"start":33.39,"end":35.97},{"sentences":[{"text":"Olivia.","start":36.42,"end":36.92,"sentiment":"neutral","sentiment_score":0.008964208886027336}],"sentiment":"neutral","sentiment_score":0.008964208886027336,"channel":1,"num_words":1,"start":36.42,"end":36.92},{"sentences":[{"text":"How do you spell it?","start":39.07,"end":40.29,"sentiment":"neutral","sentiment_score":0.009037701599299907}],"sentiment":"neutral","sentiment_score":0.009037701599299907,"channel":0,"num_words":5,"start":39.07,"end":40.29},{"sentences":[{"text":"O l I.","start":40.555,"end":42.015,"sentiment":"neutral","sentiment_score":0.0006139905502398809}],"sentiment":"neutral","sentiment_score":0.0006139905502398809,"channel":1,"num_words":3,"start":40.555,"end":42.015},{"sentences":[{"text":"Olivia.","start":43.364998,"end":43.864998,"sentiment":"neutral","sentiment_score":0.0035597924143075943}],"sentiment":"neutral","sentiment_score":0.0035597924143075943,"channel":0,"num_words":1,"start":43.364998,"end":43.864998},{"sentences":[{"text":"Yes.","start":44.555,"end":45.055,"sentiment":"neutral","sentiment_score":0.013293534517288208}],"sentiment":"neutral","sentiment_score":0.013293534517288208,"channel":1,"num_words":1,"start":44.555,"end":45.055},{"sentences":[{"text":"Okay.","start":46.004997,"end":46.504997,"sentiment":"neutral","sentiment_score":0.01724868454039097},{"text":"Olivia.","start":48.085,"end":48.585,"sentiment":"neutral","sentiment_score":0.010215185582637789},{"text":"Last name, please?","start":49.364998,"end":50.504997,"sentiment":"neutral","sentiment_score":0.008247290117045244}],"sentiment":"neutral","sentiment_score":0.010441148094832898,"channel":0,"num_words":5,"start":46.004997,"end":50.504997},{"sentences":[{"text":"Ward, w a r d.","start":50.875,"end":53.19,"sentiment":"neutral","sentiment_score":0.004054960981011391}],"sentiment":"neutral","sentiment_score":0.004054960981011391,"channel":1,"num_words":5,"start":50.875,"end":53.19},{"sentences":[{"text":"Okay.","start":54.004997,"end":54.504997,"sentiment":"neutral","sentiment_score":0.07464400678873062},{"text":"Thank you so much.","start":54.805,"end":56.184998,"sentiment":"neutral","sentiment_score":0.3166825473308563},{"text":"And your date of birth, please?","start":56.96,"end":58.66,"sentiment":"neutral","sentiment_score":0.09499176839987437}],"sentiment":"neutral","sentiment_score":0.17375680059194565,"channel":0,"num_words":11,"start":54.004997,"end":58.66},{"sentences":[{"text":"The twenty fifth of the eleventh two thousand and five.","start":59.19,"end":63.05,"sentiment":"neutral","sentiment_score":0.04397726207971573}],"sentiment":"neutral","sentiment_score":0.04397726207971573,"channel":1,"num_words":10,"start":59.19,"end":63.05},{"sentences":[{"text":"Thank you, Olivia.","start":63.44,"end":64.58,"sentiment":"neutral","sentiment_score":0.29226388533910114},{"text":"Just give me a moment.","start":65.119995,"end":66.42,"sentiment":"neutral","sentiment_score":0.18071936070919037},{"text":"Let me just go through to your account.","start":66.479996,"end":69.119995,"sentiment":"neutral","sentiment_score":0.11090322956442833},{"text":"Okay?","start":69.119995,"end":69.585,"sentiment":"neutral","sentiment_score":0.1178584322333336}],"sentiment":"neutral","sentiment_score":0.16385133695953033,"channel":0,"num_words":17,"start":63.44,"end":69.585},{"sentences":[{"text":"Yep.","start":70.045,"end":70.545,"sentiment":"neutral","sentiment_score":0.0888022929430008}],"sentiment":"neutral","sentiment_score":0.0888022929430008,"channel":1,"num_words":1,"start":70.045,"end":70.545},{"sentences":[{"text":"Thank you.","start":70.945,"end":71.845,"sentiment":"neutral","sentiment_score":0.26712651550769806},{"text":"Thank you so much for staying on the line.","start":169.95,"end":171.89,"sentiment":"positive","sentiment_score":0.45266997151904637},{"text":"And,","start":172.03,"end":172.27,"sentiment":"neutral","sentiment_score":0.2252527177333832}],"sentiment":"positive","sentiment_score":0.40279462436834973,"channel":0,"num_words":12,"start":70.945,"end":172.27},{"sentences":[{"text":"Fine.","start":172.23,"end":172.73,"sentiment":"neutral","sentiment_score":0.14159053564071655}],"sentiment":"neutral","sentiment_score":0.14159053564071655,"channel":1,"num_words":1,"start":172.23,"end":172.73},{"sentences":[{"text":"Olivia, what is the service address?","start":172.27,"end":175.25,"sentiment":"neutral","sentiment_score":0.05395837811132272}],"sentiment":"neutral","sentiment_score":0.05395837811132272,"channel":0,"num_words":6,"start":172.27,"end":175.25},{"sentences":[{"text":"Unit 506","start":177.565,"end":179.02501,"sentiment":"neutral","sentiment_score":0.012889696285128593}],"sentiment":"neutral","sentiment_score":0.012889696285128593,"channel":1,"num_words":2,"start":177.565,"end":179.02501},{"sentences":[{"text":"Mhmm.","start":179.71,"end":180.21,"sentiment":"neutral","sentiment_score":0.01840841956436634}],"sentiment":"neutral","sentiment_score":0.01840841956436634,"channel":0,"num_words":1,"start":179.71,"end":180.21},{"sentences":[{"text":"Of 9 Shield Street, North Melbourne.","start":180.845,"end":183.345,"sentiment":"neutral","sentiment_score":0.030327751922110718}],"sentiment":"neutral","sentiment_score":0.030327751922110718,"channel":1,"num_words":6,"start":180.845,"end":183.345},{"sentences":[{"text":"Okay.","start":184.55501,"end":185.05501,"sentiment":"neutral","sentiment_score":0.02646360546350479},{"text":"Victoria.","start":185.27501,"end":185.77501,"sentiment":"neutral","sentiment_score":0.020834997296333313},{"text":"Alright.","start":185.91501,"end":186.315,"sentiment":"neutral","sentiment_score":0.029131783172488213},{"text":"30","start":186.315,"end":186.875,"sentiment":"neutral","sentiment_score":0.013238511048257353}],"sentiment":"neutral","sentiment_score":0.022417224245145917,"channel":0,"num_words":4,"start":184.55501,"end":186.875},{"sentences":[{"text":"Yes.","start":186.845,"end":187.345,"sentiment":"neutral","sentiment_score":0.02422068454325199}],"sentiment":"neutral","sentiment_score":0.02422068454325199,"channel":1,"num_words":1,"start":186.845,"end":187.345},{"sentences":[{"text":"51.","start":186.875,"end":187.615,"sentiment":"neutral","sentiment_score":0.020528519526124}],"sentiment":"neutral","sentiment_score":0.020528519526124,"channel":0,"num_words":1,"start":186.875,"end":187.615},{"sentences":[{"text":"Yep.","start":187.80501,"end":188.30501,"sentiment":"neutral","sentiment_score":0.04140077531337738}],"sentiment":"neutral","sentiment_score":0.04140077531337738,"channel":1,"num_words":1,"start":187.80501,"end":188.30501},{"sentences":[{"text":"Okay.","start":187.99501,"end":188.475,"sentiment":"neutral","sentiment_score":0.08573593199253082},{"text":"Thank you.","start":188.475,"end":189.215,"sentiment":"neutral","sentiment_score":0.21190167218446732},{"text":"Still checking your account here.","start":189.35501,"end":191.13501,"sentiment":"neutral","sentiment_score":0.11626576334238052}],"sentiment":"neutral","sentiment_score":0.136358511634171,"channel":0,"num_words":8,"start":187.99501,"end":191.13501},{"sentences":[{"text":"Yes.","start":191.485,"end":191.94,"sentiment":"neutral","sentiment_score":0.0988473892211914}],"sentiment":"neutral","sentiment_score":0.0988473892211914,"channel":1,"num_words":1,"start":191.485,"end":191.94},{"sentences":[{"text":"You so much for staying on the line, Olivia.","start":266.345,"end":268.605,"sentiment":"neutral","sentiment_score":0.22054999238914913},{"text":"So I will as per our record, I do see on here are you still on the line?","start":268.825,"end":274.605,"sentiment":"neutral","sentiment_score":0.051271274064977966}],"sentiment":"neutral","sentiment_score":0.10769751350636836,"channel":0,"num_words":27,"start":266.345,"end":274.605},{"sentences":[{"text":"Yes.","start":275.06,"end":275.56,"sentiment":"neutral","sentiment_score":-0.026934394612908363}],"sentiment":"neutral","sentiment_score":-0.026934394612908363,"channel":1,"num_words":1,"start":275.06,"end":275.56},{"sentences":[{"text":"Okay.","start":275.945,"end":276.42502,"sentiment":"neutral","sentiment_score":-0.07358145713806152},{"text":"So as per our record, I do see on here that your account has been disconnected or disrupted due","start":276.42502,"end":285.43002,"sentiment":"neutral","sentiment_score":-0.21672998447167247}],"sentiment":"neutral","sentiment_score":-0.20957255810499192,"channel":0,"num_words":20,"start":275.945,"end":285.43002},{"sentences":[{"text":"Yes.","start":285.30002,"end":285.645,"sentiment":"neutral","sentiment_score":-0.14414268732070923}],"sentiment":"neutral","sentiment_score":-0.14414268732070923,"channel":1,"num_words":1,"start":285.30002,"end":285.645},{"sentences":[{"text":"to nonpayment and and no update from you.","start":285.43002,"end":289.93002,"sentiment":"neutral","sentiment_score":-0.3236382305622101},{"text":"So I'm showing here you have a outstanding balance of 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paying it and you can turn it","start":306.31,"end":308.07,"sentiment":"neutral","sentiment_score":0.04334173887036741}],"sentiment":"neutral","sentiment_score":0.04334173887036741,"channel":1,"num_words":8,"start":306.31,"end":308.07},{"sentences":[{"text":"go","start":308.02002,"end":308.52002,"sentiment":"neutral","sentiment_score":0.05857885256409645}],"sentiment":"neutral","sentiment_score":0.05857885256409645,"channel":0,"num_words":1,"start":308.02002,"end":308.52002},{"sentences":[{"text":"on still?","start":308.07,"end":308.81,"sentiment":"neutral","sentiment_score":0.050298627465963364}],"sentiment":"neutral","sentiment_score":0.050298627465963364,"channel":1,"num_words":2,"start":308.07,"end":308.81},{"sentences":[{"text":"yes.","start":309.38,"end":309.88,"sentiment":"neutral","sentiment_score":0.04796641692519188},{"text":"That's what I'm trying to 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always.","start":645.5929,"end":646.6529,"sentiment":"positive","sentiment_score":0.3976593613624573},{"text":"Bye","start":646.7129,"end":646.9529,"sentiment":"neutral","sentiment_score":0.2533136308193207}],"sentiment":"neutral","sentiment_score":0.26746535088334766,"channel":0,"num_words":7,"start":645.0329,"end":646.9529},{"sentences":[{"text":"Yes.","start":646.945,"end":647.34503,"sentiment":"neutral","sentiment_score":0.2748233675956726}],"sentiment":"neutral","sentiment_score":0.2748233675956726,"channel":1,"num_words":1,"start":646.945,"end":647.34503},{"sentences":[{"text":"bye.","start":646.9529,"end":647.4529,"sentiment":"neutral","sentiment_score":0.2325209379196167}],"sentiment":"neutral","sentiment_score":0.2325209379196167,"channel":0,"num_words":1,"start":646.9529,"end":647.4529},{"sentences":[{"text":"You too.","start":647.34503,"end":647.905,"sentiment":"neutral","sentiment_score":0.3206932842731476},{"text":"Bye bye.","start":647.905,"end":648.565,"sentiment":"neutral","sentiment_score":0.030039686709642396}],"sentiment":"neutral","sentiment_score":0.175366485491395,"channel":1,"num_words":4,"start":647.34503,"end":648.565}]},"summary":{"result":"success","short":"A customer named Olivia calls Airtel accounts to activate her Wi Fi service, but her internet is paused. The representative informs her that her account has been disconnected or disrupted due to non-payment and explains that she needs to pay the outstanding balance and set up a direct debit to pay the service. The representative offers to reinstate the account and process the payment, but due to the customer's nonpayment, the account is transferred to collections. The representative explains that the customer needs to pay the outstanding balance and set up a direct debit to reinstate the service. The customer is advised to call back to discuss reactivating the service and setting up a direct debit."},"intents":{"segments":[{"text":"I'm just looking to activate my it's how my Wi Fi, but I've had it and I've stopped it. And now it's saying that my Internet is paused. Okay.","start_word":13,"end_word":41,"intents":[{"intent":"Resolve billing issue","confidence_score":0.00063021376}]},{"text":"So what I'm I'm trying to understand to what you were saying is you have an account with Airtel for Internet service. Right? And Yes.","start_word":56,"end_word":80,"intents":[{"intent":"Explain account status","confidence_score":0.000014640741}]},{"text":"Olivia, what is the service address?","start_word":162,"end_word":167,"intents":[{"intent":"Request service address","confidence_score":0.015151332}]},{"text":"So as per our record, I do see on here that your account has been disconnected or disrupted due Yes. to nonpayment and and no update from you. So I'm showing here you have a outstanding balance of 390 Yes. dollars on the Yes. account.","start_word":222,"end_word":266,"intents":[{"intent":"Confirm account status","confidence_score":0.13252461}]},{"text":"like, We end can up paying it and you can turn it go on still? yes.","start_word":289,"end_word":304,"intents":[{"intent":"Process payment","confidence_score":0.22688773}]},{"text":"However, if you would love to reactivate your service, we can go ahead and do show, but you still have two things. You have to pay the outstanding balance you have, and then you have to set up a direct debit for your timely payment. Yes.","start_word":364,"end_word":409,"intents":[{"intent":"Reactivate service","confidence_score":0.4895603}]},{"text":"I might call back tomorrow to actually make the decision. If that's okay, just to think it over. Yeah.","start_word":609,"end_word":627,"intents":[{"intent":"Make decisions","confidence_score":0.008448362}]},{"text":"But it will be it it will the outstanding will be paid. It's just whether or not to reactivate. So, yeah, I I will probably call We back can tomorrow definite or next I week. can tell you I can assure you, we can go ahead and reactivate your service as long as the outstanding balance will be paid.","start_word":629,"end_word":687,"intents":[{"intent":"Reactivate service","confidence_score":0.21187347}]},{"text":"yeah, I can assure you once this balance has been paid off, we can go ahead. And we'd love to grant your request to reactivate your account and reinstate your service. Yes. We just Yes.","start_word":941,"end_word":975,"intents":[{"intent":"Reactivate account","confidence_score":0.3101155}]},{"text":"need to I coordinate will be in contact to the too. net network. Yeah.","start_word":976,"end_word":989,"intents":[{"intent":"Coordinate service","confidence_score":0.028753433}]}]},"sentiments":{"segments":[{"text":"Good afternoon. This is Airtel accounts. How may I help you today?","start_word":0,"end_word":11,"sentiment":"positive","sentiment_score":0.3822361826896667},{"text":"Hi. I'm just looking to activate my it's how my Wi Fi, but I've had it and I've stopped it. And now it's saying that my Internet is paused. Okay. I got it.","start_word":12,"end_word":44,"sentiment":"neutral","sentiment_score":-0.0931670069694519},{"text":"We appreciate your call.","start_word":45,"end_word":48,"sentiment":"positive","sentiment_score":0.5961330533027649},{"text":"Let me just pull out your account. So what I'm I'm trying to understand to what you were saying is you have an account with Airtel for Internet service. Right? And Yes. okay. Thank you. What is your first name? Olivia. How do you spell it? O l I. Olivia. Yes. Okay. Olivia. Last name, please? Ward, w a r d. Okay. Thank you so much. And your date of birth, please? The twenty fifth of the eleventh two thousand and five. Thank you, Olivia. Just give me a moment. Let me just go through to your account. Okay? Yep. Thank you.","start_word":49,"end_word":150,"sentiment":"neutral","sentiment_score":0.0918157398700714},{"text":"Thank you so much for staying on the line.","start_word":151,"end_word":159,"sentiment":"positive","sentiment_score":0.45869550108909607},{"text":"And, Fine. Olivia, what is the service address? Unit 506 Mhmm. Of 9 Shield Street, North Melbourne. Okay. Victoria. Alright. 30 Yes. 51. Yep. Okay. Thank you. Still checking your account here. Yes. You so much for staying on the line, Olivia. So I will as per our record, I do see on here are you still on the line? Yes. Okay. So as per our record, I do see on here that your account has been disconnected or disrupted due Yes. to nonpayment and and no update from you. So I'm showing here you have a outstanding balance of 390 Yes. dollars on the Yes. account. Yes. So technically So is there is there no way to get it back up and then just pay it, yeah. like, We end can up paying it and you can turn it go on still? yes. That's what I'm trying to explain. Oh, sorry. Sorry. It's okay because I I would I would love to go over to your account, of course, but we are Yes.","start_word":160,"end_word":333,"sentiment":"neutral","sentiment_score":-0.014444571116874956},{"text":"really happy to welcome you back.","start_word":334,"end_word":339,"sentiment":"positive","sentiment_score":0.7049843072891235},{"text":"However, due to this nonpayment and no response from our end and the collaborative effort, this account has been transferred to collection as well. However, if you would love to reactivate your service, we can go ahead and do show, but you still have two things. You have to pay the outstanding balance you have, and then you have to set up a direct debit for your timely payment. Yes. Okay. Amazing. And will I need to pay it? Because I have been contacted by Marshall Freeman collections. And so will I need to pay that through them or through Airtel? Because Since I can you see are that I can pay through Yeah. Yeah. Correct. Since you are wanting to reinstate your service and reactivate Airtel. your account, because we still have your account record. It just so happened showing outstanding and deactivated. We can go Yes. ahead and reactivate your account, reinstate your service, and we can process your payment, And then we will just coordinate to the marshal to pull out your account into collection because our customer requested to reactivate the service and settle all that standing, something like that. Okay. Okay. Cool. Alright. So Yeah. I would like to do that. sure. Would you like me to process your payment? In that way, afterwards, I can ask our provisioning or technical team to reinstate the account? How much would I need to pay now? The outstanding balance, 319 Oh, okay. dollars 80<unk>. That's for your January, February, March, and April. Yeah. Yeah. Because I did see that. Okay. Mhmm. I just wanted that information. I might call back tomorrow to actually make the decision. If that's okay, just to think it over. Yeah. Definitely. But it will be it it will the outstanding will be paid. It's just whether or not to reactivate. So, yeah, I I will probably call We back can tomorrow definite or next I week. can tell you I can assure you, we can go ahead and reactivate your service as long as the outstanding balance will be paid. On our end, it's $319.80. Yeah. Okay? That Yes. that's the outstanding actual invoice. We did not charge you as a courtesy to help you out. We did not charge you any fee or interest. However, Yes. if you're receiving the notification and communication from the collection department or agency, Yep. there there's additional charge, right, Yeah. Yeah. in I reference I had to this. seen that, that it was 400 and something. Yeah. That's Yeah. right. No. I will call either tomorrow or next week to make that decision. I will still, like, pay it, just not right now, and then whether or not to reactivate. So I just wanted the information because I was a little bit left in the dark about all of that and how it would all work and if I can still activate it. But, yeah, I will I will be in contact and definitely Okay. call again to to make those decisions, just not right now. Oh, Sorry. sure. Let me I understand. Let me give my direct number so you can call me directly Oh, since yes. we're handling, the account as the outstanding balance. Yes. One moment. Okay? Stop. I'm available from Monday to Friday from, 9AM to 6PM. So here Yep. is the direct number for accounts. It's 0391 Yep. Yep. 21 Yep. 8113. 8113. Okay.","start_word":340,"end_word":913,"sentiment":"neutral","sentiment_score":0.033662024586873604},{"text":"Amazing. And do I ask for you?","start_word":914,"end_word":920,"sentiment":"positive","sentiment_score":0.39803269505500793},{"text":"Yeah. My name is Melissa, Melissa. and I'm in charge to your account. I'm from accounts department. Okay.","start_word":921,"end_word":938,"sentiment":"neutral","sentiment_score":0.13201938569545746},{"text":"But, Amazing. yeah, I can assure you once this balance has been paid off, we can go ahead. And we'd love to grant your request to reactivate your account and reinstate your service.","start_word":939,"end_word":971,"sentiment":"positive","sentiment_score":0.4670864641666413},{"text":"Yes. We just Yes. need to I coordinate will be in contact to the too. net network. Yeah. I will definitely, like because I obviously don't have the money right now to be doing that. So it I would love to do it now, but, yeah, I just need to discuss and think about when I can do this all. But, yeah, I will probably be in contact either tomorrow or next week to talk about reactivating it. Yeah. Just not right now. Sure. Sure. I appreciate your honesty, but Yeah. we will just go ahead we will just go ahead and wait for your updated callback, and then restart from there. Okay? Okay.","start_word":972,"end_word":1085,"sentiment":"neutral","sentiment_score":0.028030166402459145},{"text":"Thank you so much.","start_word":1086,"end_word":1089,"sentiment":"positive","sentiment_score":0.4206019937992096},{"text":"This has been Mhmm. so You helpful. you're I was a welcome, bit stressed about Olivia. it all, so thank you. Yeah. Yeah. I understand that, but definitely, we'd love to welcome you back. Okay. But, of Yes. course, Yes. we I need would love to take to be care back. of some some matters that's left behind. Yeah. Right? These these times. That's right. Alright, Olivia. Talk Yeah. to Okay. you soon. I'll wait for your updates. Okay? Yeah. Have a good night. Alright. You Alright. do the same.","start_word":1090,"end_word":1179,"sentiment":"neutral","sentiment_score":0.11716999113559724},{"text":"Be safe always.","start_word":1180,"end_word":1182,"sentiment":"positive","sentiment_score":0.40383797883987427},{"text":"Bye Yes. bye. You too. Bye bye.","start_word":1183,"end_word":1189,"sentiment":"neutral","sentiment_score":0.23128297924995425}],"average":{"sentiment":"neutral","sentiment_score":0.06431542350578191}}}}