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I'm so sorry to hear about that, but I'm here to help you out. I'll just need to pull out and go over to your account. May you please confirm your birthday? Thank you, Hannah. So give me a minute or two. I'll place you on hold so we can sort this out. Okay? Bear with me. Thank you so much for patiently waiting on the line, Hannah. Alright. So I went over to your account, and I do see in here that your account is locked in for twenty four month contract. But I do understand that you are canceling the service because of the GO IP issue. And you cannot use the Internet at all or just your streaming, it's being affected? Only the Okay. And the Internet, like, from your tablet, laptop, Wi Fi, you're able to use it. Only the TV. Okay. Alright. Because I'm trying to do I'm trying to check what we can do in reference with this. Because if the account is locked in for twenty four months contract and then customer cancel their sure. And and you would like to cancel this right now, just today? Okay. So let me yeah. I'm so sorry. I on my end as well, I'm very sad because you know what? Among of all the customers, sure, one of my favorite customer, reason why I tried to ask our tech team to check, but we do respect your decision in reference with this. So, Hannah, what we can do now, I will make your request as priority. However, for this cancellation to proceed accordingly, we have to process the payment of the cancellation that we've discussed, the $1.32, and then your current invoice. Because you have to make your balance zero just to make sure your Urtell AU account will be fully closed and will not be transferred to collection. Because I I don't want you I want you to avoid that. Because if the account has a balance and it's closed, it will be transferred to collection agency. We'll divide a another additional charges on their end. So here's what I'm going to do. I will just go ahead and do the invoice for the cancellation, and then I'll I will process the payment. And then in that way, once we end the call, we will go ahead and process your cancellation and send you the email confirmation. Okay? Alright. Just Mhmm. Yes. It's, yeah, it's due tomorrow. If you would like to cancel this today. Or if you would like, that would be fine if you would like to process the payment tomorrow for the current invoice. It's okay. What we are going to process now is your cancellation. Or do you want to pay this altogether tomorrow? Yeah. Tomorrow. Would you like to schedule that by tomorrow altogether? No. It's just the same because our billing process is every first of each month. All active account are being generated for an invoice for the full period because we are paying in advance. Reason why our we're asking our customer to provide a thirty days notice, but this account is exempted due to that VoIP issue. So what you need to settle for us to be able to fully close your account is the 100 32 cancellation and the current invoice, which is $79.95. Reason why I'm I asked you if you would like if you are able to use the Internet, just the TV streaming. So if you would like to cancel, you can pay this amount, but I will suggest you can utilize the invoice that you paid for March. At least you are able to use the Internet. We can schedule your cancellation by before the end of the month, if you would like. At least you're able to utilize the invoice that you paid. Okay. Got it. Or let me let me just check if I can get an approval just to lower the current invoice. Okay? Because I really would love to help you out. It just so happened on my end, it might work to follow the policy. I'm just an employee here, so I need to follow our policy. But let me try to check if we can provide you at least a discount with this March invoice instead of you paying the $79.95 together with the cancellation. Let me see what I can do. I'll try to get an approval and justify this scenario. Just one moment. Okay? I ask you to stay in the line. Thank you, Hannah. Thank you so much for patiently waiting on the line, Hannah. Alright. So in reference with your current invoice, I was able to get an approval to lower down this for 25%. So, technically, you're getting $19.99 discount. So instead of you paying for this invoice for $79.95, It's went low to $59.96. You did not use the Internet at all from March 1 to today? Yeah. As I'm trying to say, the reason why. Okay. Here's our normal process. K? I know you are confused. Can you hear me? Alright. I'm sorry. Is the need to do have a contract? Our policy is if customer is in lock in contract, twelve month or twenty four, and they would like to cancel the subscription or the service within the contract, they have to provide thirty days notice. Why? Because we have to report it to the network because we are paying in advance. Like, for example, this smart service, it's already been paid last month. We already paid the service that we are providing this month for all customers to the network to to Supa network. Reason why we are we have this policy thirty days notice. However, since this not applied to your account, reason why, I tried to have this approved for 25%. If I may ask, how much can you pay for this? Because I'm doing my best to sort this out for you. Because I wanted to respect your even though our back end team IT department is trying their best to fix that GeoIP issue, but if customer decided, we we would respect their decision. But in prior to that or in relation to that, I need also to follow and respect our company policy in reference with cancellation. Thirty dollars. Okay. For the yeah. From March to tenth, something like that? Okay. Alright. But we are clear with the cancellation. Right? Okay. Alright. I'm sorry if I'm taking too much of your time, but I would love to sort this before I let you go on the line. So just be on the line for me. Let me try what we can do in reference with this $30 that you could pay. Okay? Bear with me here. Thank you. Thank you so much for patiently waiting on the line, Hannah. I just wanted to let you know our account manager asked if they will approve this $30 for your March invoice. They asked if we can go ahead and process the payment today. Okay. Including the cancellation fee of $1.32. That's the question he asked. Okay. Thank you so much. I'll get back to them. Okay? Thank you. Thank you so much for patiently waiting on the line, Hannah. So, yeah, there we go. I've got an approval just to provide you this $30 invoice for current month, at least the service that you paid or that you used, I mean, and your cancellation fee. And what are you going to use for your payment today, Visa or Mastercard? Okay. So what we are going to do is we have to process a separate transaction. Okay? First, the cancellation, and then afterwards, the invoice. One moment here. Visa. Let me select Visa. May I have the card number, please? Yes. Today as well. So once we've done with this, I'll and, enters the account to tech. They will process the cancellation, and then afterwards, we'll send you the email cancellation. Just let me know once you're ready for the card number. Okay? Go ahead, please. Sorry. Mhmm. Okay. Let me read back. 4 0179541 81986689. Thank you. Expiration date, please? Eight four. Okay. 04/2029. K. Security code, please. Okay. Let me put here 003. Okay. Alright. So, Hannah, you will receive a text message with a secret code to authorize the payment. Okay? And once you got it, please tell me the code so I can enter it on the page. Mhmm. Thank you. 594308. That's it. Six digits. Okay. Let me click next. Alright. So the $1.32 cancellation has been processed. Also, shortly, you will receive the payment receipt for this, and then we'll go to the last one, the $30. And I do apologize. You have to read back the numbers since we did not save your card since this will be your last payment. Okay? And let me just select again Visa, and then put your name here, Hanalee. Alright. Kindly read back the numbers, please. Thank you. 401795 4181986689. Expiration date, please? Okay. April 2029. Security code, please. Thank you, Hannah. 003. Let me just proceed. Alright. So, Hannah, the payment has been processed successfully for these two amounts. As I've mentioned, for today, you will be expecting three emails. Okay? Payment receipt for $132 and another payment receipt for $30 and an email confirmation that your service has been canceled. You will receive it today. Okay? So shortly after this call, I will under this, tell them that everything has been taken care of, and allow this service to be canceled. So to make sure, your email is hannahd294@gmail.com. Alright. Thank you. So if you did not see the emails from your inbox, please check your spam folder. If you did not receive anything, please let us know. But rest assured, those three, necessary documents for your reference will be sent. Okay? Alright. Thank you, Hannah, for your time. I really appreciate you, and we appreciate the time you spent with Airtel. I hope you do have a lovely day, and please be safe always. Alright. Mhmm. You're welcome, Hannah. 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morning. Thank you so much for calling your account. How may I help you today? Oh, let me transfer you to our tech team. Okay?\n\nI'm speaking to Hannah Lee. Alright. Oh, okay. I'm so sorry to hear about that, but I'm here to help you out. I'll just need to pull out and go over to your account.\n\nMay you please confirm your birthday? Thank you, Hannah. So give me a minute or two. I'll place you on hold so we can sort this out. Okay?\n\nBear with me. Thank you so much for patiently waiting on the line, Hannah. Alright. So I went over to your account, and I do see in here that your account is locked in for twenty four month contract. But I do understand that you are canceling the service because of the GO IP issue.\n\nAnd you cannot use the Internet at all or just your streaming, it's being affected? Only the Okay. And the Internet, like, from your tablet, laptop, Wi Fi, you're able to use it. Only the TV. Okay.\n\nAlright. Because I'm trying to do I'm trying to check what we can do in reference with this. Because if the account is locked in for twenty four months contract and then customer cancel their sure. And and you would like to cancel this right now, just today? Okay.\n\nSo let me yeah. I'm so sorry. I on my end as well, I'm very sad because you know what? Among of all the customers, sure, one of my favorite customer, reason why I tried to ask our tech team to check, but we do respect your decision in reference with this. So, Hannah, what we can do now, I will make your request as priority.\n\nHowever, for this cancellation to proceed accordingly, we have to process the payment of the cancellation that we've discussed, the $1.32, and then your current invoice. Because you have to make your balance zero just to make sure your Urtell AU account will be fully closed and will not be transferred to collection. Because I I don't want you I want you to avoid that. Because if the account has a balance and it's closed, it will be transferred to collection agency. We'll divide a another additional charges on their end.\n\nSo here's what I'm going to do. I will just go ahead and do the invoice for the cancellation, and then I'll I will process the payment. And then in that way, once we end the call, we will go ahead and process your cancellation and send you the email confirmation. Okay? Alright.\n\nJust Mhmm. Yes. It's, yeah, it's due tomorrow. If you would like to cancel this today. Or if you would like, that would be fine if you would like to process the payment tomorrow for the current invoice.\n\nIt's okay. What we are going to process now is your cancellation. Or do you want to pay this altogether tomorrow? Yeah. Tomorrow.\n\nWould you like to schedule that by tomorrow altogether? No. It's just the same because our billing process is every first of each month. All active account are being generated for an invoice for the full period because we are paying in advance. Reason why our we're asking our customer to provide a thirty days notice, but this account is exempted due to that VoIP issue.\n\nSo what you need to settle for us to be able to fully close your account is the 100 32 cancellation and the current invoice, which is $79.95. Reason why I'm I asked you if you would like if you are able to use the Internet, just the TV streaming. So if you would like to cancel, you can pay this amount, but I will suggest you can utilize the invoice that you paid for March. At least you are able to use the Internet. We can schedule your cancellation by before the end of the month, if you would like.\n\nAt least you're able to utilize the invoice that you paid. Okay. Got it. Or let me let me just check if I can get an approval just to lower the current invoice. Okay?\n\nBecause I really would love to help you out. It just so happened on my end, it might work to follow the policy. I'm just an employee here, so I need to follow our policy. But let me try to check if we can provide you at least a discount with this March invoice instead of you paying the $79.95 together with the cancellation. Let me see what I can do.\n\nI'll try to get an approval and justify this scenario. Just one moment. Okay? I ask you to stay in the line. Thank you, Hannah.\n\nThank you so much for patiently waiting on the line, Hannah. Alright. So in reference with your current invoice, I was able to get an approval to lower down this for 25%. So, technically, you're getting $19.99 discount. So instead of you paying for this invoice for $79.95, It's went low to $59.96.\n\nYou did not use the Internet at all from March 1 to today? Yeah. As I'm trying to say, the reason why. Okay. Here's our normal process.\n\nK? I know you are confused. Can you hear me? Alright. I'm sorry.\n\nIs the need to do have a contract? Our policy is if customer is in lock in contract, twelve month or twenty four, and they would like to cancel the subscription or the service within the contract, they have to provide thirty days notice. Why? Because we have to report it to the network because we are paying in advance. Like, for example, this smart service, it's already been paid last month.\n\nWe already paid the service that we are providing this month for all customers to the network to to Supa network. Reason why we are we have this policy thirty days notice. However, since this not applied to your account, reason why, I tried to have this approved for 25%. If I may ask, how much can you pay for this? Because I'm doing my best to sort this out for you.\n\nBecause I wanted to respect your even though our back end team IT department is trying their best to fix that GeoIP issue, but if customer decided, we we would respect their decision. But in prior to that or in relation to that, I need also to follow and respect our company policy in reference with cancellation. Thirty dollars. Okay. For the yeah.\n\nFrom March to tenth, something like that? Okay. Alright. But we are clear with the cancellation. Right?\n\nOkay. Alright. I'm sorry if I'm taking too much of your time, but I would love to sort this before I let you go on the line. So just be on the line for me. Let me try what we can do in reference with this $30 that you could pay.\n\nOkay? Bear with me here. Thank you. Thank you so much for patiently waiting on the line, Hannah. I just wanted to let you know our account manager asked if they will approve this $30 for your March invoice.\n\nThey asked if we can go ahead and process the payment today. Okay. Including the cancellation fee of $1.32. That's the question he asked. Okay.\n\nThank you so much. I'll get back to them. Okay? Thank you. Thank you so much for patiently waiting on the line, Hannah.\n\nSo, yeah, there we go. I've got an approval just to provide you this $30 invoice for current month, at least the service that you paid or that you used, I mean, and your cancellation fee. And what are you going to use for your payment today, Visa or Mastercard? Okay. So what we are going to do is we have to process a separate transaction.\n\nOkay? First, the cancellation, and then afterwards, the invoice. One moment here. Visa. Let me select Visa.\n\nMay I have the card number, please? Yes. Today as well. So once we've done with this, I'll and, enters the account to tech. They will process the cancellation, and then afterwards, we'll send you the email cancellation.\n\nJust let me know once you're ready for the card number. Okay? Go ahead, please. Sorry. Mhmm.\n\nOkay. Let me read back. 4 0179541 81986689. Thank you. Expiration date, please?\n\nEight four. Okay. 04/2029. K. Security code, please.\n\nOkay. Let me put here 003. Okay. Alright. So, Hannah, you will receive a text message with a secret code to authorize the payment.\n\nOkay? And once you got it, please tell me the code so I can enter it on the page. Mhmm. Thank you. 594308.\n\nThat's it. Six digits. Okay. Let me click next. Alright.\n\nSo the $1.32 cancellation has been processed. Also, shortly, you will receive the payment receipt for this, and then we'll go to the last one, the $30. And I do apologize. You have to read back the numbers since we did not save your card since this will be your last payment. Okay?\n\nAnd let me just select again Visa, and then put your name here, Hanalee. Alright. Kindly read back the numbers, please. Thank you. 401795 4181986689.\n\nExpiration date, please? Okay. April 2029. Security code, please. Thank you, Hannah.\n\n003. Let me just proceed. Alright. So, Hannah, the payment has been processed successfully for these two amounts. As I've mentioned, for today, you will be expecting three emails.\n\nOkay? Payment receipt for $132 and another payment receipt for $30 and an email confirmation that your service has been canceled. You will receive it today. Okay? So shortly after this call, I will under this, tell them that everything has been taken care of, and allow this service to be canceled.\n\nSo to make sure, your email is hannahd294@gmail.com. Alright. Thank you. So if you did not see the emails from your inbox, please check your spam folder. If you did not receive anything, please let us know.\n\nBut rest assured, those three, necessary documents for your reference will be sent. Okay? Alright. Thank you, Hannah, for your time. I really appreciate you, and we appreciate the time you spent with Airtel.\n\nI hope you do have a lovely day, and please be safe always. Alright. Mhmm. You're welcome, Hannah. Bye bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.88,"end":1.68,"sentiment":"positive","sentiment_score":0.40624673664569855},{"text":"Thank you so much for calling your account.","start":1.68,"end":3.86,"sentiment":"positive","sentiment_score":0.6693818271160126},{"text":"How may I help you today?","start":4.08,"end":5.38,"sentiment":"positive","sentiment_score":0.5426261077324549},{"text":"Oh, let me transfer you to our tech team.","start":21.224998,"end":23.545,"sentiment":"neutral","sentiment_score":-0.049406423336929746},{"text":"Okay?","start":23.545,"end":23.945,"sentiment":"neutral","sentiment_score":-0.01319839060306549}],"sentiment":"positive","sentiment_score":0.3448249436914921,"num_words":26,"start":0.88,"end":23.945},{"sentences":[{"text":"I'm speaking to Hannah Lee.","start":23.945,"end":25.884998,"sentiment":"neutral","sentiment_score":-0.018738432601094247},{"text":"Alright.","start":36.04,"end":36.54,"sentiment":"neutral","sentiment_score":-0.016202369704842567},{"text":"Oh, okay.","start":37.32,"end":38.120003,"sentiment":"neutral","sentiment_score":-0.0000726236030459404},{"text":"I'm so sorry to hear about that, but I'm here to help you out.","start":38.120003,"end":41.895,"sentiment":"neutral","sentiment_score":0.035541590569274764},{"text":"I'll just need to pull out and go over to your account.","start":42.135002,"end":45.655,"sentiment":"neutral","sentiment_score":0.04029392792532841}],"sentiment":"neutral","sentiment_score":0.02561969479874653,"num_words":34,"start":23.945,"end":45.655},{"sentences":[{"text":"May you please confirm your birthday?","start":45.655,"end":47.915,"sentiment":"neutral","sentiment_score":0.024903954627613228},{"text":"Thank you, Hannah.","start":53.255,"end":54.235,"sentiment":"neutral","sentiment_score":0.23874726394812265},{"text":"So give me a minute or two.","start":54.91,"end":56.51,"sentiment":"neutral","sentiment_score":0.18365553660052164},{"text":"I'll place you on hold so we can sort this out.","start":56.51,"end":59.07,"sentiment":"neutral","sentiment_score":0.12737204066731714},{"text":"Okay?","start":59.07,"end":59.55,"sentiment":"neutral","sentiment_score":0.08250723779201508}],"sentiment":"neutral","sentiment_score":0.12981621289093578,"num_words":28,"start":45.655,"end":59.55},{"sentences":[{"text":"Bear with me.","start":59.55,"end":60.45,"sentiment":"neutral","sentiment_score":0.04799566293756167},{"text":"Thank you so much for patiently waiting on the line, Hannah.","start":305.145,"end":308.525,"sentiment":"positive","sentiment_score":0.4893824485215274},{"text":"Alright.","start":310.345,"end":310.845,"sentiment":"neutral","sentiment_score":0.05435016006231308},{"text":"So I went over to your account, and I do see in here that your account is locked in for twenty four month contract.","start":311.42,"end":320.24,"sentiment":"neutral","sentiment_score":-0.01212415068099896},{"text":"But I do understand that you are canceling the service because of the GO IP issue.","start":320.54,"end":327.30502,"sentiment":"neutral","sentiment_score":-0.13120241975411773}],"sentiment":"neutral","sentiment_score":0.05802410454912619,"num_words":55,"start":59.55,"end":327.30502},{"sentences":[{"text":"And you cannot use the Internet at all or just your streaming, it's being affected?","start":327.765,"end":334.58502,"sentiment":"neutral","sentiment_score":-0.12489526470502217},{"text":"Only the Okay.","start":338.61,"end":340.94998,"sentiment":"neutral","sentiment_score":-0.014584676052133242},{"text":"And the Internet, like, from your tablet, laptop, Wi Fi, you're able to use it.","start":341.09,"end":346.61,"sentiment":"neutral","sentiment_score":0.006540573139985403},{"text":"Only the TV.","start":346.61,"end":348.47,"sentiment":"neutral","sentiment_score":-0.033011910816033684},{"text":"Okay.","start":350.77,"end":351.135,"sentiment":"neutral","sentiment_score":-0.007022997364401817}],"sentiment":"neutral","sentiment_score":-0.052030625174174436,"num_words":37,"start":327.765,"end":351.135},{"sentences":[{"text":"Alright.","start":351.855,"end":352.255,"sentiment":"neutral","sentiment_score":-0.007173529826104641},{"text":"Because I'm trying to do I'm trying to check what we can do in reference with this.","start":352.255,"end":357.45502,"sentiment":"neutral","sentiment_score":-0.06189853325486183},{"text":"Because if the account is locked in for twenty four months contract and then customer cancel their sure.","start":357.45502,"end":371.68997,"sentiment":"neutral","sentiment_score":-0.06682125168542068},{"text":"And and you would like to cancel this right now, just today?","start":371.68997,"end":377.06998,"sentiment":"neutral","sentiment_score":-0.07229588491221269},{"text":"Okay.","start":379.925,"end":380.425,"sentiment":"neutral","sentiment_score":-0.2542044520378113}],"sentiment":"neutral","sentiment_score":-0.06906094278532024,"num_words":49,"start":351.855,"end":380.425},{"sentences":[{"text":"So let me yeah.","start":381.205,"end":385.22498,"sentiment":"negative","sentiment_score":-0.5103474259376526},{"text":"I'm so sorry.","start":385.685,"end":386.745,"sentiment":"negative","sentiment_score":-0.3435428241888682},{"text":"I on my end as well, I'm very sad because you know what?","start":386.805,"end":392.585,"sentiment":"negative","sentiment_score":-0.4351102801469656},{"text":"Among of all the customers, sure, one of my favorite customer, reason why I tried to ask our tech team to check, but we do respect your decision in reference with this.","start":393.18002,"end":404.72,"sentiment":"neutral","sentiment_score":-0.173286238219589},{"text":"So, Hannah, what we can do now, I will make your request as priority.","start":404.88498,"end":410.10498,"sentiment":"neutral","sentiment_score":0.10885779373347759}],"sentiment":"neutral","sentiment_score":-0.19317579286342318,"num_words":66,"start":381.205,"end":410.10498},{"sentences":[{"text":"However, for this cancellation to proceed accordingly, we have to process the payment of the cancellation that we've discussed, the $1.32, and then your current invoice.","start":410.485,"end":424.46,"sentiment":"neutral","sentiment_score":-0.08961465524939391},{"text":"Because you have to make your balance zero just to make sure your Urtell AU account will be fully closed and will not be transferred to collection.","start":424.46,"end":435.225,"sentiment":"neutral","sentiment_score":-0.30450432940765665},{"text":"Because I I don't want you I want you to avoid that.","start":435.465,"end":438.905,"sentiment":"negative","sentiment_score":-0.5454977949460348},{"text":"Because if the account has a balance and it's closed, it will be transferred to collection agency.","start":438.905,"end":445.48502,"sentiment":"negative","sentiment_score":-0.42071521457503824},{"text":"We'll divide a another additional charges on their end.","start":445.785,"end":450.445,"sentiment":"neutral","sentiment_score":-0.1910814278655582}],"sentiment":"neutral","sentiment_score":-0.2853787139385611,"num_words":91,"start":410.485,"end":450.445},{"sentences":[{"text":"So here's what I'm going to do.","start":450.65,"end":452.67,"sentiment":"neutral","sentiment_score":0.08767919987440109},{"text":"I will just go ahead and do the invoice for the cancellation, and then I'll I will process the payment.","start":452.89,"end":462.81,"sentiment":"neutral","sentiment_score":0.12719696946442127},{"text":"And then in that way, once we end the call, we will go ahead and process your cancellation and send you the email confirmation.","start":462.81,"end":470.805,"sentiment":"neutral","sentiment_score":0.15039929344008365},{"text":"Okay?","start":471.10498,"end":471.60498,"sentiment":"neutral","sentiment_score":0.05330482870340347},{"text":"Alright.","start":473.26498,"end":473.745,"sentiment":"neutral","sentiment_score":0.04298814386129379}],"sentiment":"neutral","sentiment_score":0.1295013170478479,"num_words":53,"start":450.65,"end":473.745},{"sentences":[{"text":"Just Mhmm.","start":473.745,"end":480.27,"sentiment":"neutral","sentiment_score":-0.023447604849934578},{"text":"Yes.","start":486.01,"end":486.41,"sentiment":"neutral","sentiment_score":0.014583859592676164},{"text":"It's, yeah, it's due tomorrow.","start":486.41,"end":488.83002,"sentiment":"neutral","sentiment_score":-0.020716308150440454},{"text":"If you would like to cancel this today.","start":493.63498,"end":496.69498,"sentiment":"neutral","sentiment_score":-0.1823118980973959},{"text":"Or if you would like, that would be fine if you would like to process the payment tomorrow for the current invoice.","start":500.035,"end":508.375,"sentiment":"neutral","sentiment_score":-0.01743861778893254}],"sentiment":"neutral","sentiment_score":-0.05205362281565996,"num_words":38,"start":473.745,"end":508.375},{"sentences":[{"text":"It's okay.","start":508.84998,"end":509.50998,"sentiment":"neutral","sentiment_score":0.12432365864515305},{"text":"What we are going to process now is your cancellation.","start":510.21,"end":515.02997,"sentiment":"neutral","sentiment_score":-0.0028307080268859864},{"text":"Or do you want to pay this altogether tomorrow?","start":516.13,"end":520.14996,"sentiment":"neutral","sentiment_score":-0.066884050766627},{"text":"Yeah.","start":526.30505,"end":526.705,"sentiment":"neutral","sentiment_score":-0.008028728887438774},{"text":"Tomorrow.","start":526.705,"end":527.205,"sentiment":"neutral","sentiment_score":-0.009872844442725182}],"sentiment":"neutral","sentiment_score":-0.017370338835146115,"num_words":23,"start":508.84998,"end":527.205},{"sentences":[{"text":"Would you like to schedule that by tomorrow altogether?","start":527.42505,"end":530.325,"sentiment":"neutral","sentiment_score":-0.0005351663049724367},{"text":"No.","start":548.67,"end":548.99,"sentiment":"neutral","sentiment_score":-0.3150653839111328},{"text":"It's just the same because our billing process is every first of each month.","start":548.99,"end":554.61,"sentiment":"neutral","sentiment_score":-0.2592371989573751},{"text":"All active account are being generated for an invoice for the full period because we are paying in advance.","start":554.75,"end":562.225,"sentiment":"neutral","sentiment_score":-0.2426723814324329},{"text":"Reason why our we're asking our customer to provide a thirty days notice, but this account is exempted due to that VoIP issue.","start":562.225,"end":571.125,"sentiment":"neutral","sentiment_score":-0.3192912579878517}],"sentiment":"neutral","sentiment_score":-0.24096480071205983,"num_words":66,"start":527.42505,"end":571.125},{"sentences":[{"text":"So what you need to settle for us to be able to fully close your account is the 100 32 cancellation and the current invoice, which is $79.95.","start":571.56,"end":584.14,"sentiment":"neutral","sentiment_score":-0.24877571194831813},{"text":"Reason why I'm I asked you if you would like if you are able to use the Internet, just the TV streaming.","start":584.525,"end":593.025,"sentiment":"neutral","sentiment_score":-0.023250337690114975},{"text":"So if you would like to cancel, you can pay this amount, but I will suggest you can utilize the invoice that you paid for March.","start":593.565,"end":601.98004,"sentiment":"neutral","sentiment_score":0.03607968061875839},{"text":"At least you are able to use the Internet.","start":601.98004,"end":604.24,"sentiment":"neutral","sentiment_score":0.1641422849562433},{"text":"We can schedule your cancellation by before the end of the month, if you would like.","start":604.62,"end":611.34,"sentiment":"neutral","sentiment_score":0.15424209274351597}],"sentiment":"neutral","sentiment_score":-0.025683184347973013,"num_words":101,"start":571.56,"end":611.34},{"sentences":[{"text":"At least you're able to utilize the invoice that you paid.","start":611.34,"end":614.8,"sentiment":"neutral","sentiment_score":0.2920155796137723},{"text":"Okay.","start":633.24,"end":633.74,"sentiment":"neutral","sentiment_score":0.1170874834060669},{"text":"Got it.","start":633.88,"end":634.54,"sentiment":"neutral","sentiment_score":0.1499151512980461},{"text":"Or let me let me just check if I can get an approval just to lower the current invoice.","start":634.92,"end":643.5,"sentiment":"neutral","sentiment_score":0.10504199603670522},{"text":"Okay?","start":644.165,"end":644.40497,"sentiment":"neutral","sentiment_score":0.17984724044799805}],"sentiment":"neutral","sentiment_score":0.17072748020291328,"num_words":34,"start":611.34,"end":644.40497},{"sentences":[{"text":"Because I really would love to help you out.","start":644.40497,"end":646.56494,"sentiment":"positive","sentiment_score":0.5178805953926511},{"text":"It just so happened on my end, it might work to follow the policy.","start":646.56494,"end":651.865,"sentiment":"neutral","sentiment_score":0.23748476271118438},{"text":"I'm just an employee here, so I need to follow our policy.","start":653.20496,"end":657.14496,"sentiment":"neutral","sentiment_score":0.06752243575950463},{"text":"But let me try to check if we can provide you at least a discount with this March invoice instead of you paying the $79.95 together with the cancellation.","start":657.20496,"end":670.37,"sentiment":"neutral","sentiment_score":0.09049474139665735},{"text":"Let me see what I can do.","start":671.265,"end":672.885,"sentiment":"neutral","sentiment_score":0.10487002560070582}],"sentiment":"neutral","sentiment_score":0.17118899922975353,"num_words":71,"start":644.40497,"end":672.885},{"sentences":[{"text":"I'll try to get an approval and justify this scenario.","start":673.185,"end":677.28503,"sentiment":"neutral","sentiment_score":0.07935436442494392},{"text":"Just one moment.","start":677.34503,"end":678.385,"sentiment":"neutral","sentiment_score":0.053341105580329895},{"text":"Okay?","start":678.385,"end":678.885,"sentiment":"neutral","sentiment_score":0.021745590493083},{"text":"I ask you to stay in the line.","start":679.185,"end":680.78503,"sentiment":"neutral","sentiment_score":0.04421452875249088},{"text":"Thank you, Hannah.","start":680.78503,"end":681.765,"sentiment":"positive","sentiment_score":0.3970706065495809}],"sentiment":"neutral","sentiment_score":0.10080962404608726,"num_words":25,"start":673.185,"end":681.765},{"sentences":[{"text":"Thank you so much for patiently waiting on the line, Hannah.","start":995.98,"end":999.76,"sentiment":"positive","sentiment_score":0.5541717735203829},{"text":"Alright.","start":1001.42,"end":1001.92,"sentiment":"neutral","sentiment_score":0.2360759675502777},{"text":"So in reference with your current invoice, I was able to get an approval to lower down this for 25%.","start":1002.22,"end":1011.165,"sentiment":"neutral","sentiment_score":0.23103542476892472},{"text":"So, technically, you're getting $19.99 discount.","start":1011.225,"end":1016.345,"sentiment":"neutral","sentiment_score":0.26566814879576367},{"text":"So instead of you paying for this invoice for $79.95, It's went low to $59.96.","start":1016.345,"end":1026.34,"sentiment":"neutral","sentiment_score":0.1537883202234904}],"sentiment":"neutral","sentiment_score":0.28025486165622493,"num_words":53,"start":995.98,"end":1026.34},{"sentences":[{"text":"You did not use the Internet at all from March 1 to today?","start":1036.1151,"end":1040.135,"sentiment":"neutral","sentiment_score":-0.2672117226398908},{"text":"Yeah.","start":1044.5951,"end":1045.0751,"sentiment":"neutral","sentiment_score":-0.1447133719921112},{"text":"As I'm trying to say, the reason why.","start":1045.0751,"end":1047.5751,"sentiment":"neutral","sentiment_score":-0.192548930644989},{"text":"Okay.","start":1048.32,"end":1048.5599,"sentiment":"neutral","sentiment_score":-0.06825466454029083},{"text":"Here's our normal process.","start":1048.5599,"end":1050.26,"sentiment":"neutral","sentiment_score":-0.0636077206581831}],"sentiment":"neutral","sentiment_score":-0.20302010217198618,"num_words":27,"start":1036.1151,"end":1050.26},{"sentences":[{"text":"K?","start":1053.84,"end":1054.34,"sentiment":"neutral","sentiment_score":-0.0709640234708786},{"text":"I know you are confused.","start":1054.48,"end":1055.86,"sentiment":"neutral","sentiment_score":-0.24164672791957856},{"text":"Can you hear me?","start":1055.9199,"end":1056.9,"sentiment":"neutral","sentiment_score":-0.14959362521767616},{"text":"Alright.","start":1058.48,"end":1058.88,"sentiment":"neutral","sentiment_score":-0.07408669590950012},{"text":"I'm sorry.","start":1058.88,"end":1059.62,"sentiment":"neutral","sentiment_score":-0.14764195308089256}],"sentiment":"neutral","sentiment_score":-0.172841751231597,"num_words":13,"start":1053.84,"end":1059.62},{"sentences":[{"text":"Is the need to do have a contract?","start":1061.3451,"end":1063.125,"sentiment":"neutral","sentiment_score":-0.028052366571500897},{"text":"Our policy is if customer is in lock in contract, twelve month or twenty four, and they would like to cancel the subscription or the service within the contract, they have to provide thirty days notice.","start":1063.505,"end":1078.91,"sentiment":"neutral","sentiment_score":-0.1309907047284974},{"text":"Why?","start":1079.29,"end":1079.79,"sentiment":"neutral","sentiment_score":-0.09620703756809236},{"text":"Because we have to report it to the network because we are paying in advance.","start":1080.41,"end":1085.05,"sentiment":"neutral","sentiment_score":0.01996567944685618},{"text":"Like, for example, this smart service, it's already been paid last month.","start":1085.05,"end":1089.95,"sentiment":"neutral","sentiment_score":0.06648910666505496}],"sentiment":"neutral","sentiment_score":-0.05470745650947922,"num_words":72,"start":1061.3451,"end":1089.95},{"sentences":[{"text":"We already paid the service that we are providing this month for all customers to the network to to Supa network.","start":1090.5449,"end":1099.125,"sentiment":"neutral","sentiment_score":0.055835199231902756},{"text":"Reason why we are we have this policy thirty days notice.","start":1100.1449,"end":1104.465,"sentiment":"neutral","sentiment_score":-0.07842377132990143},{"text":"However, since this not applied to your account, reason why, I tried to have this approved for 25%.","start":1104.465,"end":1114.93,"sentiment":"neutral","sentiment_score":-0.07392371280325784},{"text":"If I may ask, how much can you pay for this?","start":1114.93,"end":1117.83,"sentiment":"neutral","sentiment_score":-0.03329348225485195},{"text":"Because I'm doing my best to sort this out for you.","start":1118.305,"end":1121.125,"sentiment":"neutral","sentiment_score":-0.0001864490861242455}],"sentiment":"neutral","sentiment_score":-0.019292060777338013,"num_words":72,"start":1090.5449,"end":1121.125},{"sentences":[{"text":"Because I wanted to respect your even though our back end team IT department is trying their best to fix that GeoIP issue, but if customer decided, we we would respect their decision.","start":1121.425,"end":1133.7101,"sentiment":"neutral","sentiment_score":-0.0760180162209453},{"text":"But in prior to that or in relation to that, I need also to follow and respect our company policy in reference with cancellation.","start":1133.93,"end":1142.99,"sentiment":"neutral","sentiment_score":-0.1059529222548008},{"text":"Thirty dollars.","start":1161.5249,"end":1162.505,"sentiment":"neutral","sentiment_score":0.13586603477597237},{"text":"Okay.","start":1162.8049,"end":1163.3049,"sentiment":"neutral","sentiment_score":0.030017361044883728},{"text":"For the yeah.","start":1163.65,"end":1165.97,"sentiment":"neutral","sentiment_score":0.003196459418783585}],"sentiment":"neutral","sentiment_score":-0.07524009302465452,"num_words":63,"start":1121.425,"end":1165.97},{"sentences":[{"text":"From March to tenth, something like that?","start":1165.97,"end":1168.47,"sentiment":"neutral","sentiment_score":0.01181640908388155},{"text":"Okay.","start":1168.61,"end":1169.11,"sentiment":"neutral","sentiment_score":0.019032416865229607},{"text":"Alright.","start":1170.37,"end":1170.87,"sentiment":"neutral","sentiment_score":0.044252559542655945},{"text":"But we are clear with the cancellation.","start":1171.73,"end":1175.03,"sentiment":"neutral","sentiment_score":-0.01381582607116018},{"text":"Right?","start":1175.33,"end":1175.83,"sentiment":"neutral","sentiment_score":0.006992591544985771}],"sentiment":"neutral","sentiment_score":0.003310685237760053,"num_words":17,"start":1165.97,"end":1175.83},{"sentences":[{"text":"Okay.","start":1177.685,"end":1178.185,"sentiment":"neutral","sentiment_score":0.03609709441661835},{"text":"Alright.","start":1179.045,"end":1179.545,"sentiment":"neutral","sentiment_score":0.06525816023349762},{"text":"I'm sorry if I'm taking too much of your time, but I would love to sort this before I let you go on the line.","start":1179.925,"end":1186.885,"sentiment":"neutral","sentiment_score":-0.009559907987713813},{"text":"So just be on the line for me.","start":1186.885,"end":1188.885,"sentiment":"neutral","sentiment_score":0.06150190345942974},{"text":"Let me try what we can do in reference with this $30 that you could pay.","start":1188.885,"end":1194.3999,"sentiment":"neutral","sentiment_score":0.03919498564209789}],"sentiment":"neutral","sentiment_score":0.019244952017770094,"num_words":51,"start":1177.685,"end":1194.3999},{"sentences":[{"text":"Okay?","start":1194.3999,"end":1194.8999,"sentiment":"neutral","sentiment_score":0.01796743832528591},{"text":"Bear with me here.","start":1195.0399,"end":1196.1799,"sentiment":"neutral","sentiment_score":0.022400313057005405},{"text":"Thank you.","start":1196.72,"end":1197.5399,"sentiment":"positive","sentiment_score":0.4608936309814453},{"text":"Thank you so much for patiently waiting on the line, Hannah.","start":1414.49,"end":1417.79,"sentiment":"positive","sentiment_score":0.6386911164630543},{"text":"I just wanted to let you know our account manager asked if they will approve this $30 for your March invoice.","start":1418.97,"end":1428.5651,"sentiment":"neutral","sentiment_score":0.18732398517784618}],"sentiment":"neutral","sentiment_score":0.30740415185498887,"num_words":39,"start":1194.3999,"end":1428.5651},{"sentences":[{"text":"They asked if we can go ahead and process the payment today.","start":1429.745,"end":1433.045,"sentiment":"neutral","sentiment_score":0.052998708405842386},{"text":"Okay.","start":1436.4651,"end":1436.865,"sentiment":"neutral","sentiment_score":0.05602562427520752},{"text":"Including the cancellation fee of $1.32.","start":1436.865,"end":1439.925,"sentiment":"neutral","sentiment_score":-0.07972719675550859},{"text":"That's the question he asked.","start":1440.305,"end":1442.1599,"sentiment":"neutral","sentiment_score":-0.0076933659613132475},{"text":"Okay.","start":1442.1599,"end":1442.5599,"sentiment":"neutral","sentiment_score":0.16573747992515564}],"sentiment":"neutral","sentiment_score":0.01363670378923416,"num_words":25,"start":1429.745,"end":1442.5599},{"sentences":[{"text":"Thank you so much.","start":1442.5599,"end":1443.6,"sentiment":"positive","sentiment_score":0.5017557442188263},{"text":"I'll get back to them.","start":1443.6,"end":1444.6399,"sentiment":"neutral","sentiment_score":0.26351583302021026},{"text":"Okay?","start":1444.6399,"end":1445.1399,"sentiment":"neutral","sentiment_score":0.18127287924289703},{"text":"Thank you.","start":1446.3999,"end":1447.22,"sentiment":"positive","sentiment_score":0.510706752538681},{"text":"Thank you so much for patiently waiting on the line, Hannah.","start":1583.705,"end":1587.0599,"sentiment":"positive","sentiment_score":0.6401409073309465}],"sentiment":"positive","sentiment_score":0.5029929785624795,"num_words":23,"start":1442.5599,"end":1587.0599},{"sentences":[{"text":"So, yeah, there we go.","start":1587.36,"end":1589.0399,"sentiment":"neutral","sentiment_score":0.2683947205543518},{"text":"I've got an approval just to provide you this $30 invoice for current month, at least the service that you paid or that you used, I mean, and your cancellation fee.","start":1589.0399,"end":1602.925,"sentiment":"neutral","sentiment_score":0.17431120057740518},{"text":"And what are you going to use for your payment today, Visa or Mastercard?","start":1603.305,"end":1607.245,"sentiment":"neutral","sentiment_score":0.05370558292738029},{"text":"Okay.","start":1610.025,"end":1610.525,"sentiment":"neutral","sentiment_score":0.019115034490823746},{"text":"So what we are going to do is we have to process a separate transaction.","start":1610.665,"end":1614.525,"sentiment":"neutral","sentiment_score":0.014433596655726433}],"sentiment":"neutral","sentiment_score":0.11716845403002067,"num_words":66,"start":1587.36,"end":1614.525},{"sentences":[{"text":"Okay?","start":1614.745,"end":1615.245,"sentiment":"neutral","sentiment_score":0.021786298602819443},{"text":"First, the cancellation, and then afterwards, the invoice.","start":1615.9701,"end":1619.75,"sentiment":"neutral","sentiment_score":0.0012904265895485878},{"text":"One moment here.","start":1620.29,"end":1621.51,"sentiment":"neutral","sentiment_score":0.019280972580115},{"text":"Visa.","start":1624.61,"end":1625.11,"sentiment":"neutral","sentiment_score":0.02910890430212021},{"text":"Let me select Visa.","start":1630.725,"end":1632.585,"sentiment":"neutral","sentiment_score":0.03448602370917797}],"sentiment":"neutral","sentiment_score":0.015117978129316778,"num_words":17,"start":1614.745,"end":1632.585},{"sentences":[{"text":"May I have the card number, please?","start":1632.725,"end":1634.825,"sentiment":"neutral","sentiment_score":0.03517059955213751},{"text":"Yes.","start":1642.645,"end":1643.13,"sentiment":"neutral","sentiment_score":0.040469326078891754},{"text":"Today as well.","start":1643.21,"end":1644.25,"sentiment":"neutral","sentiment_score":0.03507965803146362},{"text":"So once we've done with this, I'll and, enters the account to tech.","start":1644.25,"end":1650.41,"sentiment":"neutral","sentiment_score":0.03139677873024574},{"text":"They will process the cancellation, and then afterwards, we'll send you the email cancellation.","start":1650.41,"end":1655.95,"sentiment":"neutral","sentiment_score":0.015226971358060837}],"sentiment":"neutral","sentiment_score":0.0266641636722182,"num_words":38,"start":1632.725,"end":1655.95},{"sentences":[{"text":"Just let me know once you're ready for the card number.","start":1667.755,"end":1670.255,"sentiment":"neutral","sentiment_score":0.08480687439441681},{"text":"Okay?","start":1672.82,"end":1673.32,"sentiment":"neutral","sentiment_score":0.029362782835960388},{"text":"Go ahead, please.","start":1674.58,"end":1675.64,"sentiment":"neutral","sentiment_score":0.043191855773329735},{"text":"Sorry.","start":1676.26,"end":1676.76,"sentiment":"neutral","sentiment_score":-0.030843503773212433},{"text":"Mhmm.","start":1678.82,"end":1679.32,"sentiment":"neutral","sentiment_score":-0.00863325223326683}],"sentiment":"neutral","sentiment_score":0.0619021889698856,"num_words":17,"start":1667.755,"end":1679.32},{"sentences":[{"text":"Okay.","start":1700.47,"end":1700.7899,"sentiment":"neutral","sentiment_score":0.006449481472373009},{"text":"Let me read back.","start":1700.7899,"end":1701.83,"sentiment":"neutral","sentiment_score":0.0019503198564052582},{"text":"4 0179541 81986689.","start":1701.83,"end":1710.01,"sentiment":"neutral","sentiment_score":0.003986433769265811},{"text":"Thank you.","start":1711.845,"end":1712.505,"sentiment":"neutral","sentiment_score":0.08883467316627502},{"text":"Expiration date, please?","start":1712.645,"end":1714.265,"sentiment":"neutral","sentiment_score":-0.025473675380150478}],"sentiment":"neutral","sentiment_score":0.009804490953683853,"num_words":13,"start":1700.47,"end":1714.265},{"sentences":[{"text":"Eight four.","start":1719.605,"end":1720.4249,"sentiment":"neutral","sentiment_score":-0.011464145500212908},{"text":"Okay.","start":1722.325,"end":1722.825,"sentiment":"neutral","sentiment_score":0.0015894249081611631},{"text":"04/2029.","start":1722.885,"end":1725.3049,"sentiment":"neutral","sentiment_score":0.005619801580905914},{"text":"K.","start":1726.48,"end":1726.98,"sentiment":"neutral","sentiment_score":-0.0008378680795431137},{"text":"Security code, please.","start":1727.0399,"end":1728.34,"sentiment":"neutral","sentiment_score":-0.0061005835110942526}],"sentiment":"neutral","sentiment_score":-0.004357335390523076,"num_words":8,"start":1719.605,"end":1728.34},{"sentences":[{"text":"Okay.","start":1734.48,"end":1734.98,"sentiment":"neutral","sentiment_score":0.012204802595078943},{"text":"Let me put here 003.","start":1735.36,"end":1738.34,"sentiment":"neutral","sentiment_score":0.013955750875175},{"text":"Okay.","start":1740.905,"end":1741.405,"sentiment":"neutral","sentiment_score":0.0371270477771759},{"text":"Alright.","start":1759.91,"end":1760.41,"sentiment":"neutral","sentiment_score":0.06614312529563904},{"text":"So, Hannah, you will receive a text message with a secret code to authorize the payment.","start":1760.47,"end":1769.6649,"sentiment":"neutral","sentiment_score":0.07102074241265655}],"sentiment":"neutral","sentiment_score":0.05506606702692807,"num_words":24,"start":1734.48,"end":1769.6649},{"sentences":[{"text":"Okay?","start":1769.6649,"end":1770.1649,"sentiment":"neutral","sentiment_score":0.0537889190018177},{"text":"And once you got it, please tell me the code so I can enter it on the page.","start":1770.705,"end":1775.9249,"sentiment":"neutral","sentiment_score":0.03872040493620767},{"text":"Mhmm.","start":1790.9851,"end":1791.4651,"sentiment":"neutral","sentiment_score":0.07414000481367111},{"text":"Thank you.","start":1791.4651,"end":1792.2051,"sentiment":"positive","sentiment_score":0.35444559156894684},{"text":"594308.","start":1792.265,"end":1794.665,"sentiment":"neutral","sentiment_score":0.11469940841197968}],"sentiment":"neutral","sentiment_score":0.07167333931378696,"num_words":23,"start":1769.6649,"end":1794.665},{"sentences":[{"text":"That's it.","start":1794.665,"end":1795.4851,"sentiment":"neutral","sentiment_score":0.09271540865302086},{"text":"Six digits.","start":1795.545,"end":1796.525,"sentiment":"neutral","sentiment_score":0.05268973298370838},{"text":"Okay.","start":1797.145,"end":1797.645,"sentiment":"neutral","sentiment_score":0.06111900880932808},{"text":"Let me click next.","start":1798.745,"end":1800.125,"sentiment":"neutral","sentiment_score":0.05049347970634699},{"text":"Alright.","start":1802.3301,"end":1802.73,"sentiment":"neutral","sentiment_score":0.10524813830852509}],"sentiment":"neutral","sentiment_score":0.06591513492166996,"num_words":10,"start":1794.665,"end":1802.73},{"sentences":[{"text":"So the $1.32 cancellation has been processed.","start":1802.73,"end":1806.27,"sentiment":"neutral","sentiment_score":0.17013759911060333},{"text":"Also, shortly, you will receive the payment receipt for this, and then we'll go to the last one, the $30.","start":1806.89,"end":1815.285,"sentiment":"neutral","sentiment_score":0.1832435805350542},{"text":"And I do apologize.","start":1815.365,"end":1816.505,"sentiment":"neutral","sentiment_score":-0.15987017657607794},{"text":"You have to read back the numbers since we did not save your card since this will be your last payment.","start":1816.5651,"end":1822.645,"sentiment":"neutral","sentiment_score":-0.24698701713766372},{"text":"Okay?","start":1822.645,"end":1823.145,"sentiment":"neutral","sentiment_score":-0.03508372604846954}],"sentiment":"neutral","sentiment_score":-0.018970886561668145,"num_words":53,"start":1802.73,"end":1823.145},{"sentences":[{"text":"And let me just select again Visa, and then put your name here, Hanalee.","start":1826.165,"end":1833.3899,"sentiment":"neutral","sentiment_score":0.02874198861952339},{"text":"Alright.","start":1834.6499,"end":1835.1499,"sentiment":"neutral","sentiment_score":0.04976537451148033},{"text":"Kindly read back the numbers, please.","start":1835.37,"end":1837.3899,"sentiment":"neutral","sentiment_score":0.019163215532898903},{"text":"Thank you.","start":1853.505,"end":1854.145,"sentiment":"neutral","sentiment_score":0.15809232741594315},{"text":"401795 4181986689.","start":1854.145,"end":1860.62,"sentiment":"neutral","sentiment_score":0.0172363284509629}],"sentiment":"neutral","sentiment_score":0.03671159280464053,"num_words":25,"start":1826.165,"end":1860.62},{"sentences":[{"text":"Expiration date, please?","start":1860.8401,"end":1862.2201,"sentiment":"neutral","sentiment_score":-0.006167594653864701},{"text":"Okay.","start":1867.88,"end":1868.36,"sentiment":"neutral","sentiment_score":0.0101658683270216},{"text":"April 2029.","start":1868.36,"end":1870.2201,"sentiment":"neutral","sentiment_score":0.006471312139183283},{"text":"Security code, please.","start":1870.635,"end":1871.855,"sentiment":"neutral","sentiment_score":0.004964107957979043},{"text":"Thank you, Hannah.","start":1874.635,"end":1875.615,"sentiment":"neutral","sentiment_score":0.259386012951533}],"sentiment":"neutral","sentiment_score":0.06647133928102751,"num_words":12,"start":1860.8401,"end":1875.615},{"sentences":[{"text":"003.","start":1875.835,"end":1877.215,"sentiment":"neutral","sentiment_score":0.1739799976348877},{"text":"Let me just proceed.","start":1877.275,"end":1878.8151,"sentiment":"neutral","sentiment_score":0.10191664099693298},{"text":"Alright.","start":1895.26,"end":1895.76,"sentiment":"neutral","sentiment_score":0.2492794692516327},{"text":"So, Hannah, the payment has been processed successfully for these two amounts.","start":1895.82,"end":1900.755,"sentiment":"positive","sentiment_score":0.4670820211370786},{"text":"As I've mentioned, for today, you will be expecting three emails.","start":1900.755,"end":1905.735,"sentiment":"neutral","sentiment_score":0.14205731722441586}],"sentiment":"neutral","sentiment_score":0.27581175082716447,"num_words":29,"start":1875.835,"end":1905.735},{"sentences":[{"text":"Okay?","start":1905.795,"end":1906.295,"sentiment":"neutral","sentiment_score":0.05986320972442627},{"text":"Payment receipt for $132 and another payment receipt for $30 and an email confirmation that your service has been canceled.","start":1906.435,"end":1917.8099,"sentiment":"neutral","sentiment_score":0.11248411498963833},{"text":"You will receive it today.","start":1919.71,"end":1921.33,"sentiment":"neutral","sentiment_score":0.22572783529758453},{"text":"Okay?","start":1921.47,"end":1921.97,"sentiment":"neutral","sentiment_score":0.12095308303833008},{"text":"So shortly after this call, I will under this, tell them that everything has been taken care of, and allow this service to be canceled.","start":1922.11,"end":1934.485,"sentiment":"neutral","sentiment_score":0.08036811739206313}],"sentiment":"neutral","sentiment_score":0.10708347507394277,"num_words":52,"start":1905.795,"end":1934.485},{"sentences":[{"text":"So to make sure, your email is hannahd294@gmail.com.","start":1934.785,"end":1943.0801,"sentiment":"neutral","sentiment_score":0.03689596662297845},{"text":"Alright.","start":1944.8201,"end":1945.3,"sentiment":"neutral","sentiment_score":0.07430414110422134},{"text":"Thank you.","start":1945.3,"end":1945.86,"sentiment":"neutral","sentiment_score":0.150331012904644},{"text":"So if you did not see the emails from your inbox, please check your spam folder.","start":1945.86,"end":1951.0,"sentiment":"neutral","sentiment_score":-0.15060501359403133},{"text":"If you did not receive anything, please let us know.","start":1951.4601,"end":1954.675,"sentiment":"neutral","sentiment_score":-0.1756221190094948}],"sentiment":"neutral","sentiment_score":-0.0944802029108679,"num_words":37,"start":1934.785,"end":1954.675},{"sentences":[{"text":"But rest assured, those three, necessary documents for your reference will be sent.","start":1954.675,"end":1961.475,"sentiment":"neutral","sentiment_score":0.03385503303546172},{"text":"Okay?","start":1961.475,"end":1961.975,"sentiment":"neutral","sentiment_score":0.010792264714837074},{"text":"Alright.","start":1963.875,"end":1964.375,"sentiment":"neutral","sentiment_score":0.23649828135967255},{"text":"Thank you, Hannah, for your time.","start":1964.48,"end":1966.3201,"sentiment":"positive","sentiment_score":0.589667409658432},{"text":"I really appreciate you, and we appreciate the time you spent with Airtel.","start":1966.3201,"end":1971.7001,"sentiment":"positive","sentiment_score":0.6201986028597906}],"sentiment":"positive","sentiment_score":0.36141153737245235,"num_words":34,"start":1954.675,"end":1971.7001},{"sentences":[{"text":"I hope you do have a lovely day, and please be safe always.","start":1971.92,"end":1975.86,"sentiment":"positive","sentiment_score":0.5667187456901257},{"text":"Alright.","start":1977.7509,"end":1978.2509,"sentiment":"positive","sentiment_score":0.4113386571407318},{"text":"Mhmm.","start":1979.2709,"end":1979.7709,"sentiment":"positive","sentiment_score":0.757652759552002},{"text":"You're welcome, Hannah.","start":1981.5908,"end":1982.8909,"sentiment":"positive","sentiment_score":0.7732423543930054},{"text":"Bye bye.","start":1983.1909,"end":1983.9309,"sentiment":"positive","sentiment_score":0.5236654877662659}],"sentiment":"positive","sentiment_score":0.5951696574687958,"num_words":20,"start":1971.92,"end":1983.9309}]}}]},{"alternatives":[{"transcript":"Hi. I I called you earlier last week because about the Internet, and my my overseas TV box is still not working. Yes. Yes. So the thing is that I just want to cancel the I mean, the service, please, not the technician. 12/01/1988. Thank you. Yeah. Only the overseas TV box. The YouTube is working. Yeah. Yes. The office is still in box. Yeah. I understand that. Yeah. I can I can pay the cancellation fee? Yeah. Right now, please. Sorry. I'm I'm very disappointed. Yeah. Yeah. Mhmm. Mhmm. Okay. Also, yeah, I'm aware of the the recent invoice. The yeah. I I know that it's due tomorrow. Right? Yeah. So did you mean that I I have to pay for that one as well? The cancellation fee and the one month, you see? Okay. Sorry. So which one is for me to pay less? Like, if I pay today, do I pay less? Mhmm. I think I'll be fine because I have my data in my phone, and I can use that one. So I don't need I don't need any more Internet either. So yeah. Okay. Yes, please. Okay. Thanks. Yep. Yes. Okay. So do I have to pay that even though I don't use your Internet at all? No. No. Oh. Mhmm. Yes. Yes. Oh, yeah. Yes. Yes. Mhmm. Because for the past almost two weeks, I couldn't, you know, watch my overseas cereal box. So well, I think I'm happy to pay for, like, about $30.30 dollars for the yeah. My usage for for yeah. Internet. Yeah. Yes. Yes. We're cleared for that one. Okay. Okay. Okay. Thanks. Hi. Yes. Yes. Yes. I can pay it today. Yes. I can. Okay. Yes. Yes. Visa. Mhmm. Yes. So if I pay today, would you be disconnecting everything today? Okay. Yes. Mhmm. Okay. Sure. Alright. Yeah. I'm ready now. Yeah. I just got them. Yeah. It's Hannah Lee, number 4017954181986689. Mhmm. Mhmm. That's right. Yeah. It's April 20 '29. Yes. 003. Mhmm. Okay. Mhmm. Okay. I got it. It's 594308. Yes. Okay. Okay. It's 4017954181986689. Mhmm. That's right. 04/02/2029. 003. Mhmm. Mhmm. Mhmm. Mhmm. Okay. Yep. Mhmm. Mhmm. Yes. Yes. Mhmm. Okay. I see. Okay. Thank you very much today. 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I I called you earlier last week because about the Internet, and my my overseas TV box is still not working. Yes. Yes. So the thing is that I just want to cancel the I mean, the service, please, not the technician.\n\n12/01/1988. Thank you. Yeah. Only the overseas TV box. The YouTube is working.\n\nYeah. Yes. The office is still in box. Yeah. I understand that.\n\nYeah. I can I can pay the cancellation fee? Yeah. Right now, please. Sorry.\n\nI'm I'm very disappointed. Yeah. Yeah. Mhmm. Mhmm.\n\nOkay. Also, yeah, I'm aware of the the recent invoice. The yeah. I I know that it's due tomorrow. Right?\n\nYeah. So did you mean that I I have to pay for that one as well? The cancellation fee and the one month, you see? Okay. Sorry.\n\nSo which one is for me to pay less? Like, if I pay today, do I pay less? Mhmm. I think I'll be fine because I have my data in my phone, and I can use that one. So I don't need I don't need any more Internet either.\n\nSo yeah. Okay. Yes, please. Okay. Thanks.\n\nYep. Yes. Okay. So do I have to pay that even though I don't use your Internet at all? No.\n\nNo. Oh. Mhmm. Yes. Yes.\n\nOh, yeah. Yes. Yes. Mhmm. Because for the past almost two weeks, I couldn't, you know, watch my overseas cereal box.\n\nSo well, I think I'm happy to pay for, like, about $30.30 dollars for the yeah. My usage for for yeah. Internet. Yeah. Yes.\n\nYes. We're cleared for that one. Okay. Okay. Okay.\n\nThanks. Hi. Yes. Yes. Yes.\n\nI can pay it today. Yes. I can. Okay. Yes.\n\nYes. Visa. Mhmm. Yes. So if I pay today, would you be disconnecting everything today?\n\nOkay. Yes. Mhmm. Okay. Sure.\n\nAlright. Yeah. I'm ready now. Yeah. I just got them.\n\nYeah. It's Hannah Lee, number 4017954181986689. Mhmm. Mhmm. That's right.\n\nYeah. It's April 20 '29. Yes. 003. Mhmm.\n\nOkay. Mhmm. Okay. I got it. It's 594308.\n\nYes. Okay. Okay. It's 4017954181986689. Mhmm.\n\nThat's right. 04/02/2029. 003. Mhmm. Mhmm.\n\nMhmm. Mhmm. Okay. Yep. Mhmm.\n\nMhmm. Yes. Yes. Mhmm. Okay.\n\nI see. Okay. Thank you very much today. I really appreciate your good service. Thank you.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hi.","start":6.16,"end":6.66,"sentiment":"neutral","sentiment_score":-0.05299381911754608},{"text":"I I called you earlier last week because about the Internet, and my my overseas TV box is still not working.","start":9.12,"end":19.795,"sentiment":"neutral","sentiment_score":-0.20841710553282783},{"text":"Yes.","start":26.74,"end":27.060001,"sentiment":"neutral","sentiment_score":-0.016724711284041405},{"text":"Yes.","start":27.060001,"end":27.380001,"sentiment":"neutral","sentiment_score":-0.05630900710821152},{"text":"So the thing is that I just want to cancel the I mean, the service, please, not the 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see?","start":522.86,"end":525.75995,"sentiment":"neutral","sentiment_score":-0.0639886466993226},{"text":"Okay.","start":533.425,"end":533.925,"sentiment":"neutral","sentiment_score":-0.019676493480801582},{"text":"Sorry.","start":536.385,"end":536.865,"sentiment":"neutral","sentiment_score":-0.06401145458221436}],"sentiment":"neutral","sentiment_score":-0.07383699984186226,"num_words":27,"start":486.995,"end":536.865},{"sentences":[{"text":"So which one is for me to pay less?","start":536.865,"end":542.22,"sentiment":"neutral","sentiment_score":-0.08959110039803717},{"text":"Like, if I pay today, do I pay less?","start":542.69995,"end":546.48,"sentiment":"neutral","sentiment_score":-0.09203060799174839},{"text":"Mhmm.","start":577.6,"end":578.1,"sentiment":"neutral","sentiment_score":-0.09311750531196594},{"text":"I think I'll be fine because I have my data in my phone, and I can use that 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please.","start":665.96,"end":666.78,"sentiment":"neutral","sentiment_score":0.06835907697677612},{"text":"Okay.","start":679.57495,"end":680.07495,"sentiment":"neutral","sentiment_score":0.029433950781822205},{"text":"Thanks.","start":682.52,"end":683.02,"sentiment":"positive","sentiment_score":0.42451176047325134}],"sentiment":"neutral","sentiment_score":0.11410520651510783,"num_words":7,"start":630.01,"end":683.02},{"sentences":[{"text":"Yep.","start":1000.26,"end":1000.74005,"sentiment":"neutral","sentiment_score":0.23018145561218264},{"text":"Yes.","start":1000.74005,"end":1001.24005,"sentiment":"neutral","sentiment_score":0.2277751863002777},{"text":"Okay.","start":1028.57,"end":1029.05,"sentiment":"neutral","sentiment_score":-0.012222744524478912},{"text":"So do I have to pay that even though I don't use your Internet at 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yeah.","start":1080.01,"end":1080.65,"sentiment":"neutral","sentiment_score":-0.03496921341866255},{"text":"Yes.","start":1080.65,"end":1080.97,"sentiment":"neutral","sentiment_score":0.017363982275128365},{"text":"Yes.","start":1080.97,"end":1081.47,"sentiment":"neutral","sentiment_score":0.03978078812360763},{"text":"Mhmm.","start":1100.265,"end":1100.765,"sentiment":"neutral","sentiment_score":-0.0414082407951355},{"text":"Because for the past almost two weeks, I couldn't, you know, watch my overseas cereal box.","start":1144.115,"end":1151.3351,"sentiment":"neutral","sentiment_score":-0.2221904555335641}],"sentiment":"neutral","sentiment_score":-0.1718690088462262,"num_words":21,"start":1080.01,"end":1151.3351},{"sentences":[{"text":"So well, I think I'm happy to pay for, like, about $30.30 dollars for the yeah.","start":1154.13,"end":1163.49,"sentiment":"neutral","sentiment_score":0.1691536259604618},{"text":"My usage for for 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can pay it today.","start":1434.465,"end":1435.845,"sentiment":"positive","sentiment_score":0.35135834813117983},{"text":"Yes.","start":1440.57,"end":1440.8099,"sentiment":"neutral","sentiment_score":0.020638566464185715},{"text":"I 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today?","start":1637.41,"end":1642.15,"sentiment":"neutral","sentiment_score":-0.013243927112357183}],"sentiment":"neutral","sentiment_score":-0.0007168442010879516,"num_words":15,"start":1601.275,"end":1642.15},{"sentences":[{"text":"Okay.","start":1643.89,"end":1644.39,"sentiment":"neutral","sentiment_score":0.02365120500326157},{"text":"Yes.","start":1645.17,"end":1645.67,"sentiment":"neutral","sentiment_score":0.024679183959960938},{"text":"Mhmm.","start":1656.8551,"end":1657.015,"sentiment":"neutral","sentiment_score":0.017506850883364677},{"text":"Okay.","start":1657.015,"end":1657.515,"sentiment":"neutral","sentiment_score":0.05279389023780823},{"text":"Sure.","start":1657.8151,"end":1658.3151,"sentiment":"neutral","sentiment_score":0.07985112816095352}],"sentiment":"neutral","sentiment_score":0.039696451649069785,"num_words":5,"start":1643.89,"end":1658.3151},{"sentences":[{"text":"Alright.","start":1659.0951,"end":1659.5951,"sentiment":"neutral","sentiment_score":0.10199066996574402},{"text":"Yeah.","start":1671.0599,"end":1671.2999,"sentiment":"neutral","sentiment_score":0.06649692356586456},{"text":"I'm ready now.","start":1671.2999,"end":1672.36,"sentiment":"neutral","sentiment_score":0.07018237312634786},{"text":"Yeah.","start":1672.4199,"end":1672.74,"sentiment":"neutral","sentiment_score":0.039573006331920624},{"text":"I just got them.","start":1672.74,"end":1673.7,"sentiment":"neutral","sentiment_score":0.026741747744381428}],"sentiment":"neutral","sentiment_score":0.05255747102200985,"num_words":10,"start":1659.0951,"end":1673.7},{"sentences":[{"text":"Yeah.","start":1673.7,"end":1674.2,"sentiment":"neutral","sentiment_score":0.04459383338689804},{"text":"It's Hannah Lee, number 4017954181986689.","start":1676.8999,"end":1698.6799,"sentiment":"neutral","sentiment_score":-0.01685495814308524},{"text":"Mhmm.","start":1702.02,"end":1702.52,"sentiment":"neutral","sentiment_score":0.0041342973709106445},{"text":"Mhmm.","start":1706.34,"end":1706.84,"sentiment":"neutral","sentiment_score":0.0022342773154377937},{"text":"That's 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Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi. I I called you earlier last week because about the Internet, and my my overseas TV box is still not working.\n\nChannel 0: Oh, let me transfer you to our tech team. Okay? I'm speaking to Hannah Lee.\n\nChannel 1: Yes. Yes. So the thing is that I just want to cancel the I mean, the service, please, not the technician.\n\nChannel 0: Alright. Oh, okay. I'm so sorry to hear about that, but I'm here to help you out. I'll just need to pull out and go over to your account. May you please confirm your birthday?\n\nChannel 1: 12/01/1988.\n\nChannel 0: Thank you, Hannah. So give me a minute or two. I'll place you on hold so we can sort this out. Okay? Bear with me.\n\nChannel 1: Thank you.\n\nChannel 0: Thank you so much for patiently waiting on the line, Hannah.\n\nChannel 1: Yeah.\n\nChannel 0: Alright. So I went over to your account, and I do see in here that your account is locked in for twenty four month contract. But I do understand that you are canceling the service because of the GO IP issue. And you cannot use the Internet at all or just your streaming, it's being affected?\n\nChannel 1: Only the overseas TV box. The YouTube\n\nChannel 0: Only\n\nChannel 1: is\n\nChannel 0: the\n\nChannel 1: working.\n\nChannel 0: Okay. And the Internet, like, from your tablet, laptop, Wi Fi, you're able to use it. Only the TV.\n\nChannel 1: Yeah. Yes. The office is still\n\nChannel 0: Okay.\n\nChannel 1: in box.\n\nChannel 0: Alright. Because I'm trying to do I'm trying to check what we can do in reference with this. Because if the account is locked in for twenty four months contract and\n\nChannel 1: Yeah.\n\nChannel 0: then\n\nChannel 1: I\n\nChannel 0: customer\n\nChannel 1: understand that. Yeah. I can\n\nChannel 0: cancel\n\nChannel 1: I can pay the cancellation\n\nChannel 0: their\n\nChannel 1: fee?\n\nChannel 0: sure. And and you would like to cancel this right now, just today?\n\nChannel 1: Yeah. Right now, please.\n\nChannel 0: Okay.\n\nChannel 1: Sorry.\n\nChannel 0: So\n\nChannel 1: I'm\n\nChannel 0: let\n\nChannel 1: I'm\n\nChannel 0: me\n\nChannel 1: very disappointed. Yeah.\n\nChannel 0: yeah.\n\nChannel 1: Yeah.\n\nChannel 0: I'm so sorry. I on my end as well, I'm very sad because you know what? Among of all the customers, sure, one of my favorite customer, reason why I tried to ask our tech team to check, but we do respect your decision in reference with this. So, Hannah, what we can do now, I will make your request as priority. However, for this cancellation to proceed accordingly, we have to process the payment of the cancellation that we've discussed, the $1.32, and then your current invoice.\n\nBecause you have to make your balance zero just to make sure your Urtell AU account will be fully closed and will not be transferred to collection. Because I I don't want you I want you to avoid that. Because if the account has a balance and it's closed, it will be\n\nChannel 1: Mhmm.\n\nChannel 0: transferred to collection agency. We'll divide a another additional charges on their end. So here's what I'm going to do. I will just go ahead and do the invoice for the\n\nChannel 1: Mhmm.\n\nChannel 0: cancellation, and then I'll I will process the payment. And then in that way, once we end the call, we will go ahead and process your cancellation and send you the email confirmation. Okay?\n\nChannel 1: Okay. Also,\n\nChannel 0: Alright. Just\n\nChannel 1: yeah, I'm aware of the the recent invoice. The\n\nChannel 0: Mhmm.\n\nChannel 1: yeah. I I know that it's due tomorrow. Right?\n\nChannel 0: Yes. It's,\n\nChannel 1: Yeah.\n\nChannel 0: yeah, it's due tomorrow.\n\nChannel 1: So did you mean that I I have to pay for that one as well?\n\nChannel 0: If you would like to cancel this today. Or if you would like, that would be fine if you would like to process the payment tomorrow for the current invoice. It's okay. What we are going to process now is your cancellation. Or do you want to pay this altogether tomorrow?\n\nChannel 1: The cancellation fee and the one month, you see?\n\nChannel 0: Yeah. Tomorrow. Would you like to schedule that by tomorrow altogether?\n\nChannel 1: Okay. Sorry. So which one is for me to pay less? Like, if I pay today, do I pay less?\n\nChannel 0: No. It's just the same because our billing process is every first of each month. All active account are being generated for an invoice for the full period because we are paying in advance. Reason why our we're asking our customer to provide a thirty days notice, but this account is exempted due to that VoIP issue. So what you need to settle for us to be able to fully close your account is the 100\n\nChannel 1: Mhmm.\n\nChannel 0: 32 cancellation and the current invoice, which is $79.95. Reason why I'm I asked you if you would like if you are able to use the Internet, just the TV streaming. So if you would like to cancel, you can pay this amount, but I will suggest you can utilize the invoice that you paid for March. At least you are able to use the Internet. We can schedule your cancellation by before the end of the month, if you would like.\n\nAt least you're able to utilize the invoice that you paid.\n\nChannel 1: I think I'll be fine because I have my data in my phone, and I can use that one. So I don't need I don't need any more Internet either. So yeah.\n\nChannel 0: Okay. Got it. Or let me let me just check if I can get an approval just to lower the current invoice. Okay? Because I really would love to help you out.\n\nIt just so happened on my end, it might work to follow the policy. I'm\n\nChannel 1: Okay.\n\nChannel 0: just an employee here, so I need to follow our policy. But let me try to check if we can provide you at least a discount with this March invoice instead of\n\nChannel 1: Yes,\n\nChannel 0: you\n\nChannel 1: please.\n\nChannel 0: paying the $79.95 together with the cancellation. Let me see what I can do. I'll try to get an approval and justify this scenario. Just one moment. Okay?\n\nI ask\n\nChannel 1: Okay.\n\nChannel 0: you to stay in the line. Thank you, Hannah.\n\nChannel 1: Thanks.\n\nChannel 0: Thank you so much for patiently waiting on the line, Hannah.\n\nChannel 1: Yep. Yes.\n\nChannel 0: Alright. So in reference with your current invoice, I was able to get an approval to lower down this for 25%. So, technically, you're getting $19.99 discount. So instead of you paying for this invoice for $79.95, It's went low to $59.96.\n\nChannel 1: Okay. So do I have to pay that even though I don't use your Internet at all?\n\nChannel 0: You did not use the Internet at all\n\nChannel 1: No.\n\nChannel 0: from\n\nChannel 1: No.\n\nChannel 0: March 1 to today?\n\nChannel 1: Oh.\n\nChannel 0: Yeah. As I'm trying to say, the reason why.\n\nChannel 1: Mhmm.\n\nChannel 0: Okay. Here's our normal process. K? I know you are confused. Can you hear me?\n\nChannel 1: Yes. Yes.\n\nChannel 0: Alright. I'm sorry. Is the need to do have a contract? Our policy is if customer is in lock in contract, twelve month or twenty four, and they would like to cancel the subscription or the service within the contract, they have to provide thirty days notice. Why?\n\nChannel 1: Oh, yeah.\n\nChannel 0: Because\n\nChannel 1: Yes. Yes.\n\nChannel 0: we have to report it to the network because we are paying in advance. Like, for example, this smart service, it's already been paid last month. We already paid the service that we are providing this month for all customers to the network to to Supa network. Reason\n\nChannel 1: Mhmm.\n\nChannel 0: why we are we have this policy thirty days notice. However, since this not applied to your account, reason why, I tried to have this approved for 25%. If I may ask, how much can you pay for this? Because I'm doing my best to sort this out for you. Because I wanted to respect your even though our back end team IT department is trying their best to fix that GeoIP issue, but if customer decided, we we would respect their decision.\n\nBut in prior to that or in relation to that, I need also to follow and respect our company policy in reference with cancellation.\n\nChannel 1: Because for the past almost two weeks, I couldn't, you know, watch my overseas cereal box. So well, I think I'm happy to pay for, like, about $30.30 dollars\n\nChannel 0: Thirty\n\nChannel 1: for\n\nChannel 0: dollars.\n\nChannel 1: the\n\nChannel 0: Okay.\n\nChannel 1: yeah. My\n\nChannel 0: For\n\nChannel 1: usage\n\nChannel 0: the\n\nChannel 1: for\n\nChannel 0: yeah.\n\nChannel 1: for\n\nChannel 0: From\n\nChannel 1: yeah.\n\nChannel 0: March to\n\nChannel 1: Internet.\n\nChannel 0: tenth, something like that? Okay.\n\nChannel 1: Yeah.\n\nChannel 0: Alright. But we are clear with the cancellation. Right?\n\nChannel 1: Yes. Yes. We're cleared for\n\nChannel 0: Okay.\n\nChannel 1: that one.\n\nChannel 0: Alright. I'm sorry if I'm taking too much of your time, but I would love to sort this before I let you go on the line. So just be on the line for me. Let me try what we can do in reference with this $30\n\nChannel 1: Okay.\n\nChannel 0: that you could pay. Okay? Bear with me\n\nChannel 1: Okay.\n\nChannel 0: here.\n\nChannel 1: Okay.\n\nChannel 0: Thank you.\n\nChannel 1: Thanks.\n\nChannel 0: Thank you so much for patiently waiting on the line, Hannah.\n\nChannel 1: Hi.\n\nChannel 0: I\n\nChannel 1: Yes.\n\nChannel 0: just wanted to let you know our account manager asked if they will approve this $30 for your March invoice. They asked if we can go ahead and process the payment today.\n\nChannel 1: Yes. Yes. I can pay it today.\n\nChannel 0: Okay. Including the cancellation fee of $1.32. That's\n\nChannel 1: Yes.\n\nChannel 0: the question\n\nChannel 1: I can.\n\nChannel 0: he asked. Okay. Thank you so much. I'll get back to them. Okay?\n\nChannel 1: Okay.\n\nChannel 0: Thank you. Thank you so much for patiently waiting on the line, Hannah. So, yeah,\n\nChannel 1: Yes.\n\nChannel 0: there we go. I've got an approval just to provide you this $30 invoice for current month, at least the service that you paid or that you used, I mean, and your\n\nChannel 1: Yes.\n\nChannel 0: cancellation fee. And what are you going to use for your payment today, Visa or Mastercard?\n\nChannel 1: Visa.\n\nChannel 0: Okay. So what we are going to do is we have to process a separate transaction. Okay? First, the\n\nChannel 1: Mhmm.\n\nChannel 0: cancellation, and then afterwards, the invoice. One moment here.\n\nChannel 1: Yes.\n\nChannel 0: Visa. Let me select Visa. May I have the card number, please?\n\nChannel 1: So if I pay today, would you be disconnecting everything today?\n\nChannel 0: Yes. Today as well.\n\nChannel 1: Okay.\n\nChannel 0: So once we've\n\nChannel 1: Yes.\n\nChannel 0: done with this, I'll and, enters the account to tech. They will process the cancellation, and then afterwards, we'll send you the email cancellation.\n\nChannel 1: Mhmm. Okay. Sure. Alright.\n\nChannel 0: Just let me know once you're ready for the card number.\n\nChannel 1: Yeah. I'm ready now. Yeah. I\n\nChannel 0: Okay?\n\nChannel 1: just got them. Yeah.\n\nChannel 0: Go ahead, please. Sorry.\n\nChannel 1: It's Hannah Lee,\n\nChannel 0: Mhmm.\n\nChannel 1: number 4017954181986689.\n\nChannel 0: Okay. Let me read back. 4\n\nChannel 1: Mhmm.\n\nChannel 0: 0179541\n\nChannel 1: Mhmm.\n\nChannel 0: 81986689.\n\nChannel 1: That's right. Yeah.\n\nChannel 0: Thank you. Expiration date, please?\n\nChannel 1: It's April 20\n\nChannel 0: Eight four.\n\nChannel 1: '29.\n\nChannel 0: Okay. 04/2029.\n\nChannel 1: Yes.\n\nChannel 0: K. Security code, please.\n\nChannel 1: 003.\n\nChannel 0: Okay. Let me put here 003. Okay. Alright. So, Hannah, you will receive a text message with\n\nChannel 1: Mhmm.\n\nChannel 0: a secret code to authorize the payment. Okay? And once\n\nChannel 1: Okay.\n\nChannel 0: you got it, please\n\nChannel 1: Mhmm.\n\nChannel 0: tell me the code so I can enter it on the page.\n\nChannel 1: Okay. I got it. It's 594308.\n\nChannel 0: Mhmm. Thank you. 594308. That's it. Six\n\nChannel 1: Yes.\n\nChannel 0: digits. Okay. Let me click next. Alright. So the $1.32 cancellation has been processed.\n\nAlso, shortly, you will receive the payment receipt for this, and then we'll go to the last one, the $30. And I do apologize. You have to read back the numbers since we did not save your card since this will be your last payment. Okay?\n\nChannel 1: Okay.\n\nChannel 0: And let me just select again Visa, and then put your name here, Hanalee. Alright. Kindly read back the numbers, please.\n\nChannel 1: Okay. It's 4017954181986689.\n\nChannel 0: Thank you. 401795\n\nChannel 1: Mhmm.\n\nChannel 0: 4181986689. Expiration\n\nChannel 1: That's\n\nChannel 0: date,\n\nChannel 1: right.\n\nChannel 0: please?\n\nChannel 1: 04/02/2029.\n\nChannel 0: Okay. April 2029. Security code, please.\n\nChannel 1: 003.\n\nChannel 0: Thank you, Hannah. 003. Let me just proceed. Alright. So, Hannah, the payment has been processed successfully for these two amounts.\n\nAs I've mentioned, for\n\nChannel 1: Mhmm.\n\nChannel 0: today, you will be expecting three emails. Okay? Payment\n\nChannel 1: Mhmm.\n\nChannel 0: receipt for\n\nChannel 1: Mhmm.\n\nChannel 0: $132 and another payment receipt for $30 and an email confirmation that your service has been canceled.\n\nChannel 1: Mhmm.\n\nChannel 0: You will receive it today. Okay?\n\nChannel 1: Okay.\n\nChannel 0: So shortly\n\nChannel 1: Yep.\n\nChannel 0: after this call, I will under this, tell them that everything has been taken care of, and\n\nChannel 1: Mhmm.\n\nChannel 0: allow this service to be canceled. So to make sure, your\n\nChannel 1: Mhmm.\n\nChannel 0: email is hannahd294@gmail.com.\n\nChannel 1: Yes. Yes.\n\nChannel 0: Alright. Thank you. So if you did not see the emails from your inbox, please check your spam folder. If\n\nChannel 1: Mhmm.\n\nChannel 0: you did not receive anything, please let us know. But rest assured, those three, necessary documents for your reference will be sent. Okay?\n\nChannel 1: Okay. I see.\n\nChannel 0: Alright. Thank you, Hannah, for your time. I really appreciate you, and we appreciate the time you spent with Airtel. I hope you do have a lovely day, and please be safe always.\n\nChannel 1: Okay. Thank you very much\n\nChannel 0: Alright.\n\nChannel 1: today. I really appreciate\n\nChannel 0: Mhmm.\n\nChannel 1: your good service.\n\nChannel 0: You're welcome, Hannah. Bye bye.\n\nChannel 1: Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.88,"end":1.68,"sentiment":"positive","sentiment_score":0.40624673664569855},{"text":"Thank you so much for calling your account.","start":1.68,"end":3.86,"sentiment":"positive","sentiment_score":0.6693818271160126},{"text":"How may I help you today?","start":4.08,"end":5.38,"sentiment":"positive","sentiment_score":0.5426261077324549}],"sentiment":"positive","sentiment_score":0.5889565460383892,"channel":0,"num_words":16,"start":0.88,"end":5.38},{"sentences":[{"text":"Hi.","start":6.16,"end":6.66,"sentiment":"neutral","sentiment_score":-0.05299381911754608},{"text":"I I called you earlier last week because about the Internet, and my my overseas TV box is still not working.","start":9.12,"end":19.795,"sentiment":"neutral","sentiment_score":-0.20841710553282783}],"sentiment":"neutral","sentiment_score":-0.20135241069576956,"channel":1,"num_words":22,"start":6.16,"end":19.795},{"sentences":[{"text":"Oh, let me transfer you to our tech team.","start":21.224998,"end":23.545,"sentiment":"neutral","sentiment_score":-0.049406423336929746},{"text":"Okay?","start":23.545,"end":23.945,"sentiment":"neutral","sentiment_score":-0.01319839060306549},{"text":"I'm speaking to Hannah Lee.","start":23.945,"end":25.884998,"sentiment":"neutral","sentiment_score":-0.018738432601094247}],"sentiment":"neutral","sentiment_score":-0.03676989090939363,"channel":0,"num_words":15,"start":21.224998,"end":25.884998},{"sentences":[{"text":"Yes.","start":26.74,"end":27.060001,"sentiment":"neutral","sentiment_score":-0.016724711284041405},{"text":"Yes.","start":27.060001,"end":27.380001,"sentiment":"neutral","sentiment_score":-0.05630900710821152},{"text":"So the thing is that I just want to cancel the I mean, the service, please, not the technician.","start":27.380001,"end":36.36,"sentiment":"neutral","sentiment_score":-0.2124974029628854}],"sentiment":"neutral","sentiment_score":-0.19573735117557503,"channel":1,"num_words":21,"start":26.74,"end":36.36},{"sentences":[{"text":"Alright.","start":36.04,"end":36.54,"sentiment":"neutral","sentiment_score":-0.016202369704842567},{"text":"Oh, okay.","start":37.32,"end":38.120003,"sentiment":"neutral","sentiment_score":-0.0000726236030459404},{"text":"I'm so sorry to hear about that, but I'm here to help you out.","start":38.120003,"end":41.895,"sentiment":"neutral","sentiment_score":0.035541590569274764},{"text":"I'll just need to pull out and go over to your account.","start":42.135002,"end":45.655,"sentiment":"neutral","sentiment_score":0.04029392792532841},{"text":"May you please confirm your birthday?","start":45.655,"end":47.915,"sentiment":"neutral","sentiment_score":0.024903954627613228}],"sentiment":"neutral","sentiment_score":0.031833871826529504,"channel":0,"num_words":35,"start":36.04,"end":47.915},{"sentences":[{"text":"12/01/1988.","start":49.545,"end":53.07,"sentiment":"neutral","sentiment_score":0.010561099275946615}],"sentiment":"neutral","sentiment_score":0.010561099275946615,"channel":1,"num_words":1,"start":49.545,"end":53.07},{"sentences":[{"text":"Thank you, Hannah.","start":53.255,"end":54.235,"sentiment":"neutral","sentiment_score":0.23874726394812265},{"text":"So give me a minute or two.","start":54.91,"end":56.51,"sentiment":"neutral","sentiment_score":0.18365553660052164},{"text":"I'll place you on hold so we can sort this out.","start":56.51,"end":59.07,"sentiment":"neutral","sentiment_score":0.12737204066731714},{"text":"Okay?","start":59.07,"end":59.55,"sentiment":"neutral","sentiment_score":0.08250723779201508},{"text":"Bear with me.","start":59.55,"end":60.45,"sentiment":"neutral","sentiment_score":0.04799566293756167}],"sentiment":"neutral","sentiment_score":0.14517668887972832,"channel":0,"num_words":25,"start":53.255,"end":60.45},{"sentences":[{"text":"Thank you.","start":60.89,"end":61.629997,"sentiment":"neutral","sentiment_score":0.3071839213371277}],"sentiment":"neutral","sentiment_score":0.3071839213371277,"channel":1,"num_words":2,"start":60.89,"end":61.629997},{"sentences":[{"text":"Thank you so much for patiently waiting on the line, Hannah.","start":305.145,"end":308.525,"sentiment":"positive","sentiment_score":0.4893824485215274}],"sentiment":"positive","sentiment_score":0.4893824485215274,"channel":0,"num_words":11,"start":305.145,"end":308.525},{"sentences":[{"text":"Yeah.","start":309.435,"end":309.935,"sentiment":"neutral","sentiment_score":0.08952543139457703}],"sentiment":"neutral","sentiment_score":0.08952543139457703,"channel":1,"num_words":1,"start":309.435,"end":309.935},{"sentences":[{"text":"Alright.","start":310.345,"end":310.845,"sentiment":"neutral","sentiment_score":0.05435016006231308},{"text":"So I went over to your account, and I do see in here that your account is locked in for twenty four month contract.","start":311.42,"end":320.24,"sentiment":"neutral","sentiment_score":-0.01212415068099896},{"text":"But I do understand that you are canceling the service because of the GO IP issue.","start":320.54,"end":327.30502,"sentiment":"neutral","sentiment_score":-0.13120241975411773},{"text":"And you cannot use the Internet at all or just your streaming, it's being affected?","start":327.765,"end":334.58502,"sentiment":"neutral","sentiment_score":-0.12489526470502217}],"sentiment":"neutral","sentiment_score":-0.0751660204093371,"channel":0,"num_words":56,"start":310.345,"end":334.58502},{"sentences":[{"text":"Only the overseas TV box.","start":335.915,"end":338.01498,"sentiment":"neutral","sentiment_score":-0.04031614921987057},{"text":"The 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the Internet, like, from your tablet, laptop, Wi Fi, you're able to use it.","start":341.09,"end":346.61,"sentiment":"neutral","sentiment_score":0.006540573139985403},{"text":"Only the TV.","start":346.61,"end":348.47,"sentiment":"neutral","sentiment_score":-0.033011910816033684}],"sentiment":"neutral","sentiment_score":-0.00010632939244571485,"channel":0,"num_words":19,"start":340.44998,"end":348.47},{"sentences":[{"text":"Yeah.","start":349.35,"end":349.59,"sentiment":"neutral","sentiment_score":-0.0061898427084088326},{"text":"Yes.","start":349.59,"end":350.07,"sentiment":"neutral","sentiment_score":-0.002009721472859382},{"text":"The office is 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tomorrow.","start":481.155,"end":484.13498,"sentiment":"neutral","sentiment_score":-0.06886900269559451},{"text":"Right?","start":484.19498,"end":484.69498,"sentiment":"neutral","sentiment_score":-0.016390066593885422}],"sentiment":"neutral","sentiment_score":-0.060803367445866265,"channel":1,"num_words":9,"start":480.75497,"end":484.69498},{"sentences":[{"text":"Yes.","start":486.01,"end":486.41,"sentiment":"neutral","sentiment_score":0.014583859592676164},{"text":"It's,","start":486.41,"end":486.91,"sentiment":"neutral","sentiment_score":-0.005470776464790106}],"sentiment":"neutral","sentiment_score":0.004556541563943029,"channel":0,"num_words":2,"start":486.01,"end":486.91},{"sentences":[{"text":"Yeah.","start":486.995,"end":487.495,"sentiment":"neutral","sentiment_score":0.012617010623216627}],"sentiment":"neutral","sentiment_score":0.012617010623216627,"channel":1,"num_words":1,"start":486.995,"end":487.495},{"sentences":[{"text":"yeah, it's due 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me to pay less?","start":536.865,"end":542.22,"sentiment":"neutral","sentiment_score":-0.08959110039803717},{"text":"Like, if I pay today, do I pay less?","start":542.69995,"end":546.48,"sentiment":"neutral","sentiment_score":-0.09203060799174839}],"sentiment":"neutral","sentiment_score":-0.0859141661785543,"channel":1,"num_words":20,"start":533.425,"end":546.48},{"sentences":[{"text":"No.","start":548.67,"end":548.99,"sentiment":"neutral","sentiment_score":-0.3150653839111328},{"text":"It's just the same because our billing process is every first of each month.","start":548.99,"end":554.61,"sentiment":"neutral","sentiment_score":-0.2592371989573751},{"text":"All active account are being generated for an invoice for the full period because we are paying in advance.","start":554.75,"end":562.225,"sentiment":"neutral","sentiment_score":-0.2426723814324329},{"text":"Reason why our we're asking our customer to provide a thirty days notice, but this account is exempted due to that VoIP 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Hannah.","start":680.78503,"end":681.765,"sentiment":"positive","sentiment_score":0.3970706065495809}],"sentiment":"neutral","sentiment_score":0.16986775481038624,"channel":0,"num_words":9,"start":679.585,"end":681.765},{"sentences":[{"text":"Thanks.","start":682.52,"end":683.02,"sentiment":"positive","sentiment_score":0.42451176047325134}],"sentiment":"positive","sentiment_score":0.42451176047325134,"channel":1,"num_words":1,"start":682.52,"end":683.02},{"sentences":[{"text":"Thank you so much for patiently waiting on the line, 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we've","start":1644.25,"end":1645.29,"sentiment":"neutral","sentiment_score":0.018690502891937893}],"sentiment":"neutral","sentiment_score":0.018690502891937893,"channel":0,"num_words":3,"start":1644.25,"end":1645.29},{"sentences":[{"text":"Yes.","start":1645.17,"end":1645.67,"sentiment":"neutral","sentiment_score":0.024679183959960938}],"sentiment":"neutral","sentiment_score":0.024679183959960938,"channel":1,"num_words":1,"start":1645.17,"end":1645.67},{"sentences":[{"text":"done with this, I'll and, enters the account to tech.","start":1645.29,"end":1650.41,"sentiment":"neutral","sentiment_score":0.03520866148173809},{"text":"They will process the cancellation, and then afterwards, we'll send you the email 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you.","start":1853.505,"end":1854.145,"sentiment":"neutral","sentiment_score":0.15809232741594315},{"text":"401795","start":1854.145,"end":1856.92,"sentiment":"neutral","sentiment_score":0.02987215667963028}],"sentiment":"neutral","sentiment_score":0.11535227050383885,"channel":0,"num_words":3,"start":1853.505,"end":1856.92},{"sentences":[{"text":"Mhmm.","start":1856.7551,"end":1857.2551,"sentiment":"neutral","sentiment_score":0.01593615673482418}],"sentiment":"neutral","sentiment_score":0.01593615673482418,"channel":1,"num_words":1,"start":1856.7551,"end":1857.2551},{"sentences":[{"text":"4181986689.","start":1856.92,"end":1860.62,"sentiment":"neutral","sentiment_score":0.004600500222295523},{"text":"Expiration","start":1860.8401,"end":1861.3401,"sentiment":"neutral","sentiment_score":-0.01096900925040245}],"sentiment":"neutral","sentiment_score":-0.003184254514053464,"channel":0,"num_words":2,"start":1856.92,"end":1861.3401},{"sentences":[{"text":"That's","start":1861.1951,"end":1861.435,"sentiment":"neutral","sentiment_score":-0.003608985571190715}],"sentiment":"neutral","sentiment_score":-0.003608985571190715,"channel":1,"num_words":1,"start":1861.1951,"end":1861.435},{"sentences":[{"text":"date,","start":1861.4,"end":1861.7201,"sentiment":"neutral","sentiment_score":-0.007372389547526836}],"sentiment":"neutral","sentiment_score":-0.007372389547526836,"channel":0,"num_words":1,"start":1861.4,"end":1861.7201},{"sentences":[{"text":"right.","start":1861.435,"end":1861.935,"sentiment":"neutral","sentiment_score":0.010153768584132196}],"sentiment":"neutral","sentiment_score":0.010153768584132196,"channel":1,"num_words":1,"start":1861.435,"end":1861.935},{"sentences":[{"text":"please?","start":1861.7201,"end":1862.2201,"sentiment":"neutral","sentiment_score":-0.0001613851636648178}],"sentiment":"neutral","sentiment_score":-0.0001613851636648178,"channel":0,"num_words":1,"start":1861.7201,"end":1862.2201},{"sentences":[{"text":"04/02/2029.","start":1863.675,"end":1867.08,"sentiment":"neutral","sentiment_score":0.00014779329649172723}],"sentiment":"neutral","sentiment_score":0.00014779329649172723,"channel":1,"num_words":1,"start":1863.675,"end":1867.08},{"sentences":[{"text":"Okay.","start":1867.88,"end":1868.36,"sentiment":"neutral","sentiment_score":0.0101658683270216},{"text":"April 2029.","start":1868.36,"end":1870.2201,"sentiment":"neutral","sentiment_score":0.006471312139183283},{"text":"Security code, please.","start":1870.635,"end":1871.855,"sentiment":"neutral","sentiment_score":0.004964107957979043}],"sentiment":"neutral","sentiment_score":0.006333469413220882,"channel":0,"num_words":6,"start":1867.88,"end":1871.855},{"sentences":[{"text":"003.","start":1872.66,"end":1874.04,"sentiment":"neutral","sentiment_score":0.01882075145840645}],"sentiment":"neutral","sentiment_score":0.01882075145840645,"channel":1,"num_words":1,"start":1872.66,"end":1874.04},{"sentences":[{"text":"Thank you, Hannah.","start":1874.635,"end":1875.615,"sentiment":"neutral","sentiment_score":0.259386012951533},{"text":"003.","start":1875.835,"end":1877.215,"sentiment":"neutral","sentiment_score":0.1739799976348877},{"text":"Let me just proceed.","start":1877.275,"end":1878.8151,"sentiment":"neutral","sentiment_score":0.10191664099693298},{"text":"Alright.","start":1895.26,"end":1895.76,"sentiment":"neutral","sentiment_score":0.2492794692516327},{"text":"So, Hannah, the payment has been processed successfully for these two amounts.","start":1895.82,"end":1900.755,"sentiment":"positive","sentiment_score":0.4670820211370786}],"sentiment":"positive","sentiment_score":0.3435270630177997,"channel":0,"num_words":21,"start":1874.635,"end":1900.755},{"sentences":[{"text":"As I've mentioned, for","start":1900.755,"end":1902.8351,"sentiment":"neutral","sentiment_score":0.2105587124824524}],"sentiment":"neutral","sentiment_score":0.2105587124824524,"channel":0,"num_words":4,"start":1900.755,"end":1902.8351},{"sentences":[{"text":"Mhmm.","start":1902.6,"end":1903.1,"sentiment":"neutral","sentiment_score":0.1152222752571106}],"sentiment":"neutral","sentiment_score":0.1152222752571106,"channel":1,"num_words":1,"start":1902.6,"end":1903.1},{"sentences":[{"text":"today, you will be expecting three emails.","start":1902.8351,"end":1905.735,"sentiment":"neutral","sentiment_score":0.10291366279125214},{"text":"Okay?","start":1905.795,"end":1906.295,"sentiment":"neutral","sentiment_score":0.05986320972442627},{"text":"Payment","start":1906.435,"end":1906.915,"sentiment":"neutral","sentiment_score":0.06287018209695816}],"sentiment":"neutral","sentiment_score":0.09368100348446104,"channel":0,"num_words":9,"start":1902.8351,"end":1906.915},{"sentences":[{"text":"Mhmm.","start":1906.4401,"end":1906.9401,"sentiment":"neutral","sentiment_score":0.03946547210216522}],"sentiment":"neutral","sentiment_score":0.03946547210216522,"channel":1,"num_words":1,"start":1906.4401,"end":1906.9401},{"sentences":[{"text":"receipt for","start":1906.915,"end":1907.7151,"sentiment":"neutral","sentiment_score":0.06202595680952072}],"sentiment":"neutral","sentiment_score":0.06202595680952072,"channel":0,"num_words":2,"start":1906.915,"end":1907.7151},{"sentences":[{"text":"Mhmm.","start":1907.545,"end":1908.045,"sentiment":"neutral","sentiment_score":0.07113509625196457}],"sentiment":"neutral","sentiment_score":0.07113509625196457,"channel":1,"num_words":1,"start":1907.545,"end":1908.045},{"sentences":[{"text":"$132 and another payment receipt for $30 and an email confirmation that your service has been canceled.","start":1907.7151,"end":1917.8099,"sentiment":"neutral","sentiment_score":0.12133883553392746}],"sentiment":"neutral","sentiment_score":0.12133883553392746,"channel":0,"num_words":17,"start":1907.7151,"end":1917.8099},{"sentences":[{"text":"Mhmm.","start":1919.305,"end":1919.805,"sentiment":"neutral","sentiment_score":0.16198983788490295}],"sentiment":"neutral","sentiment_score":0.16198983788490295,"channel":1,"num_words":1,"start":1919.305,"end":1919.805},{"sentences":[{"text":"You will receive it today.","start":1919.71,"end":1921.33,"sentiment":"neutral","sentiment_score":0.22572783529758453},{"text":"Okay?","start":1921.47,"end":1921.97,"sentiment":"neutral","sentiment_score":0.12095308303833008}],"sentiment":"neutral","sentiment_score":0.2082653765877088,"channel":0,"num_words":6,"start":1919.71,"end":1921.97},{"sentences":[{"text":"Okay.","start":1922.025,"end":1922.525,"sentiment":"neutral","sentiment_score":0.08905623853206635}],"sentiment":"neutral","sentiment_score":0.08905623853206635,"channel":1,"num_words":1,"start":1922.025,"end":1922.525},{"sentences":[{"text":"So shortly","start":1922.11,"end":1922.9299,"sentiment":"neutral","sentiment_score":0.08009964227676392}],"sentiment":"neutral","sentiment_score":0.08009964227676392,"channel":0,"num_words":2,"start":1922.11,"end":1922.9299},{"sentences":[{"text":"Yep.","start":1922.585,"end":1922.97,"sentiment":"neutral","sentiment_score":0.06203820928931236}],"sentiment":"neutral","sentiment_score":0.06203820928931236,"channel":1,"num_words":1,"start":1922.585,"end":1922.97},{"sentences":[{"text":"after this call, I will under this, tell them that everything has been taken care of, and","start":1923.3099,"end":1931.365,"sentiment":"neutral","sentiment_score":0.10009597132311147}],"sentiment":"neutral","sentiment_score":0.10009597132311147,"channel":0,"num_words":17,"start":1923.3099,"end":1931.365},{"sentences":[{"text":"Mhmm.","start":1931.21,"end":1931.71,"sentiment":"neutral","sentiment_score":0.03499617427587509}],"sentiment":"neutral","sentiment_score":0.03499617427587509,"channel":1,"num_words":1,"start":1931.21,"end":1931.71},{"sentences":[{"text":"allow this service to be canceled.","start":1931.425,"end":1934.485,"sentiment":"neutral","sentiment_score":0.024562022959192593},{"text":"So to make sure, your","start":1934.785,"end":1937.525,"sentiment":"neutral","sentiment_score":0.04772723615169525}],"sentiment":"neutral","sentiment_score":0.035091665319421074,"channel":0,"num_words":11,"start":1931.425,"end":1937.525},{"sentences":[{"text":"Mhmm.","start":1937.175,"end":1937.675,"sentiment":"neutral","sentiment_score":0.03395707905292511}],"sentiment":"neutral","sentiment_score":0.03395707905292511,"channel":1,"num_words":1,"start":1937.175,"end":1937.675},{"sentences":[{"text":"email is hannahd294@gmail.com.","start":1937.585,"end":1943.0801,"sentiment":"neutral","sentiment_score":0.01884385074178378}],"sentiment":"neutral","sentiment_score":0.01884385074178378,"channel":0,"num_words":3,"start":1937.585,"end":1943.0801},{"sentences":[{"text":"Yes.","start":1943.5751,"end":1944.0751,"sentiment":"neutral","sentiment_score":0.03595006465911865},{"text":"Yes.","start":1944.295,"end":1944.795,"sentiment":"neutral","sentiment_score":0.041649360209703445}],"sentiment":"neutral","sentiment_score":0.03879971243441105,"channel":1,"num_words":2,"start":1943.5751,"end":1944.795},{"sentences":[{"text":"Alright.","start":1944.8201,"end":1945.3,"sentiment":"neutral","sentiment_score":0.07430414110422134},{"text":"Thank you.","start":1945.3,"end":1945.86,"sentiment":"neutral","sentiment_score":0.150331012904644},{"text":"So if you did not see the emails from your inbox, please check your spam folder.","start":1945.86,"end":1951.0,"sentiment":"neutral","sentiment_score":-0.15060501359403133},{"text":"If","start":1951.4601,"end":1951.875,"sentiment":"neutral","sentiment_score":-0.1315378099679947}],"sentiment":"neutral","sentiment_score":-0.10831259302794934,"channel":0,"num_words":20,"start":1944.8201,"end":1951.875},{"sentences":[{"text":"Mhmm.","start":1951.895,"end":1952.28,"sentiment":"neutral","sentiment_score":-0.09682945907115936}],"sentiment":"neutral","sentiment_score":-0.09682945907115936,"channel":1,"num_words":1,"start":1951.895,"end":1952.28},{"sentences":[{"text":"you did not receive anything, please let us know.","start":1952.115,"end":1954.675,"sentiment":"neutral","sentiment_score":-0.18052037556966147},{"text":"But rest assured, those three, necessary documents for your reference will be sent.","start":1954.675,"end":1961.475,"sentiment":"neutral","sentiment_score":0.03385503303546172},{"text":"Okay?","start":1961.475,"end":1961.975,"sentiment":"neutral","sentiment_score":0.010792264714837074}],"sentiment":"neutral","sentiment_score":-0.051033725476135376,"channel":0,"num_words":23,"start":1952.115,"end":1961.975},{"sentences":[{"text":"Okay.","start":1962.52,"end":1963.02,"sentiment":"neutral","sentiment_score":0.03417833149433136},{"text":"I see.","start":1963.16,"end":1963.9,"sentiment":"neutral","sentiment_score":0.055787209421396255}],"sentiment":"neutral","sentiment_score":0.048584250112374626,"channel":1,"num_words":3,"start":1962.52,"end":1963.9},{"sentences":[{"text":"Alright.","start":1963.875,"end":1964.375,"sentiment":"neutral","sentiment_score":0.23649828135967255},{"text":"Thank you, Hannah, for your time.","start":1964.48,"end":1966.3201,"sentiment":"positive","sentiment_score":0.589667409658432},{"text":"I really appreciate you, and we appreciate the time you spent with Airtel.","start":1966.3201,"end":1971.7001,"sentiment":"positive","sentiment_score":0.6201986028597906},{"text":"I hope you do have a lovely day, and please be safe always.","start":1971.92,"end":1975.86,"sentiment":"positive","sentiment_score":0.5667187456901257}],"sentiment":"positive","sentiment_score":0.5819523718320962,"channel":0,"num_words":33,"start":1963.875,"end":1975.86},{"sentences":[{"text":"Okay.","start":1976.525,"end":1976.925,"sentiment":"neutral","sentiment_score":0.2903786301612854},{"text":"Thank you very much","start":1976.925,"end":1977.805,"sentiment":"positive","sentiment_score":0.5124098435044289}],"sentiment":"positive","sentiment_score":0.46800360083580017,"channel":1,"num_words":5,"start":1976.525,"end":1977.805},{"sentences":[{"text":"Alright.","start":1977.7509,"end":1978.2509,"sentiment":"positive","sentiment_score":0.4113386571407318}],"sentiment":"positive","sentiment_score":0.4113386571407318,"channel":0,"num_words":1,"start":1977.7509,"end":1978.2509},{"sentences":[{"text":"today.","start":1977.805,"end":1978.305,"sentiment":"neutral","sentiment_score":0.1704474836587906},{"text":"I really appreciate","start":1978.365,"end":1979.345,"sentiment":"positive","sentiment_score":0.8421630462010702}],"sentiment":"positive","sentiment_score":0.6742341555655003,"channel":1,"num_words":4,"start":1977.805,"end":1979.345},{"sentences":[{"text":"Mhmm.","start":1979.2709,"end":1979.7709,"sentiment":"positive","sentiment_score":0.757652759552002}],"sentiment":"positive","sentiment_score":0.757652759552002,"channel":0,"num_words":1,"start":1979.2709,"end":1979.7709},{"sentences":[{"text":"your good service.","start":1979.5651,"end":1980.785,"sentiment":"positive","sentiment_score":0.8729246258735657}],"sentiment":"positive","sentiment_score":0.8729246258735657,"channel":1,"num_words":3,"start":1979.5651,"end":1980.785},{"sentences":[{"text":"You're welcome, Hannah.","start":1981.5908,"end":1982.8909,"sentiment":"positive","sentiment_score":0.7732423543930054},{"text":"Bye bye.","start":1983.1909,"end":1983.9309,"sentiment":"positive","sentiment_score":0.5236654877662659}],"sentiment":"positive","sentiment_score":0.6734116077423096,"channel":0,"num_words":5,"start":1981.5908,"end":1983.9309},{"sentences":[{"text":"Thank you.","start":1984.371,"end":1985.011,"sentiment":"positive","sentiment_score":0.7749537229537964},{"text":"Bye.","start":1985.011,"end":1985.511,"sentiment":"neutral","sentiment_score":-0.0890260711312294}],"sentiment":"positive","sentiment_score":0.4869604582587878,"channel":1,"num_words":3,"start":1984.371,"end":1985.511}]},"summary":{"result":"success","short":"The customer wants to cancel their service due to a GO IP issue and the agent offers to cancel and process the payment. The customer wants to cancel immediately and pay the cancellation fee, but the agent explains they need to process the payment and send an email confirmation. The agent offers to process a cancellation and invoice, and explains the process for a normal cancellation. The customer is confused about the discount and cancellation policy, but the agent explains they need to follow the company policy. The agent processes a cancellation and provides the customer with a payment receipt and email confirmation, and instructs them to check their spam folder for necessary documents."},"intents":{"segments":[{"text":"Oh, let me transfer you to our tech team. Okay?","start_word":38,"end_word":47,"intents":[{"intent":"Transfer call","confidence_score":0.18244402}]},{"text":"So the thing is that I just want to cancel the I mean, the service, please, not the technician. Alright.","start_word":55,"end_word":74,"intents":[{"intent":"Cancel service","confidence_score":0.5176989}]},{"text":"Because I'm trying to do I'm trying to check what we can do in reference with this. Because if the account is locked in for twenty four months contract and Yeah.","start_word":245,"end_word":275,"intents":[{"intent":"Check account","confidence_score":0.0041061584}]},{"text":"So, Hannah, what we can do now, I will make your request as priority. However, for this cancellation to proceed accordingly, we have to process the payment of the cancellation that we've discussed, the $1.32, and then your current invoice.","start_word":370,"end_word":409,"intents":[{"intent":"Process payment","confidence_score":0.8911174},{"intent":"Process payment","confidence_score":0.30425623}]},{"text":"And then in that way, once we end the call, we will go ahead and process your cancellation and send you the email confirmation. Okay? Okay.","start_word":503,"end_word":528,"intents":[{"intent":"Send confirmation","confidence_score":0.025529563}]},{"text":"just an employee here, so I need to follow our policy. But let me try to check if we can provide you at least a discount with this March invoice instead of Yes, you please.","start_word":914,"end_word":948,"intents":[{"intent":"Request discount","confidence_score":0.12886916}]},{"text":"we have to report it to the network because we are paying in advance. Like, for example, this smart service, it's already been paid last month. We already paid the service that we are providing this month for all customers to the network to to Supa network. Reason Mhmm.","start_word":1158,"end_word":1206,"intents":[{"intent":"Manage subscription payments","confidence_score":0.002070361}]},{"text":"They asked if we can go ahead and process the payment today. Yes. Yes.","start_word":1480,"end_word":1493,"intents":[{"intent":"Process payment","confidence_score":0.7918796}]},{"text":"I've got an approval just to provide you this $30 invoice for current month, at least the service that you paid or that you used, I mean, and your Yes. cancellation fee.","start_word":1544,"end_word":1575,"intents":[{"intent":"Provide invoice","confidence_score":0.6336834}]},{"text":"So what we are going to do is we have to process a separate transaction. Okay? First, the Mhmm. cancellation, and then afterwards, the invoice. One moment here. Yes.","start_word":1592,"end_word":1620,"intents":[{"intent":"Confirm transaction","confidence_score":0.005713847}]},{"text":"Let me select Visa. May I have the card number, please?","start_word":1622,"end_word":1632,"intents":[{"intent":"Provide card number","confidence_score":0.3695089}]},{"text":"Security code, please. 003. Okay.","start_word":1741,"end_word":1745,"intents":[{"intent":"Provide security code","confidence_score":0.037614223}]},{"text":"So the $1.32 cancellation has been processed. Also, shortly, you will receive the payment receipt for this, and then we'll go to the last one, the $30. And I do apologize.","start_word":1812,"end_word":1842,"intents":[{"intent":"Process payment","confidence_score":0.018484704}]},{"text":"Also, shortly, you will receive the payment receipt for this, and then we'll go to the last one, the $30. And I do apologize.","start_word":1819,"end_word":1842,"intents":[{"intent":"Receive receipt","confidence_score":0.14828068}]},{"text":"receipt for Mhmm. $132 and another payment receipt for $30 and an email confirmation that your service has been canceled. Mhmm.","start_word":1944,"end_word":1964,"intents":[{"intent":"Confirm receipt","confidence_score":0.08366474}]}]},"sentiments":{"segments":[{"text":"Good morning. Thank you so much for calling your account. How may I help you today?","start_word":0,"end_word":15,"sentiment":"positive","sentiment_score":0.579917311668396},{"text":"Hi. I I called you earlier last week because about the Internet, and my my overseas TV box is still not working. Oh, let me transfer you to our tech team. Okay? I'm speaking to Hannah Lee. Yes. Yes. So the thing is that I just want to cancel the I mean, the service, please, not the technician. Alright. Oh, okay. I'm so sorry to hear about that, but I'm here to help you out. I'll just need to pull out and go over to your account. May you please confirm your birthday? 12/01/1988. Thank you, Hannah. So give me a minute or two. I'll place you on hold so we can sort this out. Okay? Bear with me. Thank you.","start_word":16,"end_word":136,"sentiment":"neutral","sentiment_score":-0.01897919550538063},{"text":"Thank you so much for patiently waiting on the line, Hannah.","start_word":137,"end_word":147,"sentiment":"positive","sentiment_score":0.4895394444465637},{"text":"Yeah. Alright. So I went over to your account, and I do see in here that your account is locked in for twenty four month contract. But I do understand that you are canceling the service because of the GO IP issue. And you cannot use the Internet at all or just your streaming, it's being affected? Only the overseas TV box. The YouTube Only is the working. Okay. And the Internet, like, from your tablet, laptop, Wi Fi, you're able to use it. Only the TV. Yeah. Yes. The office is still Okay. in box. Alright. Because I'm trying to do I'm trying to check what we can do in reference with this. Because if the account is locked in for twenty four months contract and Yeah. then I customer understand that. Yeah. I can cancel I can pay the cancellation their fee? sure. And and you would like to cancel this right now, just today? Yeah. Right now, please. Okay.","start_word":148,"end_word":309,"sentiment":"neutral","sentiment_score":-0.05518001690506935},{"text":"Sorry. So I'm let I'm me very disappointed.","start_word":310,"end_word":317,"sentiment":"negative","sentiment_score":-0.5757379531860352},{"text":"Yeah. yeah. Yeah.","start_word":318,"end_word":320,"sentiment":"neutral","sentiment_score":-0.2896340489387512},{"text":"I'm so sorry. I on my end as well, I'm very sad because you know what?","start_word":321,"end_word":336,"sentiment":"negative","sentiment_score":-0.41712048649787903},{"text":"Among of all the customers, sure, one of my favorite customer, reason why I tried to ask our tech team to check, but we do respect your decision in reference with this. So, Hannah, what we can do now, I will make your request as priority. However, for this cancellation to proceed accordingly, we have to process the payment of the cancellation that we've discussed, the $1.32, and then your current invoice. Because you have to make your balance zero just to make sure your Urtell AU account will be fully closed and will not be transferred to collection.","start_word":337,"end_word":435,"sentiment":"neutral","sentiment_score":-0.13924607800112832},{"text":"Because I I don't want you I want you to avoid that. Because if the account has a balance and it's closed, it will be Mhmm. transferred to collection agency.","start_word":436,"end_word":465,"sentiment":"negative","sentiment_score":-0.45230960845947266},{"text":"We'll divide a another additional charges on their end. So here's what I'm going to do. I will just go ahead and do the invoice for the Mhmm. cancellation, and then I'll I will process the payment. And then in that way, once we end the call, we will go ahead and process your cancellation and send you the email confirmation. Okay? Okay. Also, Alright. Just yeah, I'm aware of the the recent invoice. The Mhmm. yeah. I I know that it's due tomorrow. Right? Yes. It's, Yeah. yeah, it's due tomorrow. So did you mean that I I have to pay for that one as well? If you would like to cancel this today. Or if you would like, that would be fine if you would like to process the payment tomorrow for the current invoice. It's okay. What we are going to process now is your cancellation. Or do you want to pay this altogether tomorrow? The cancellation fee and the one month, you see? Yeah. Tomorrow. Would you like to schedule that by tomorrow altogether? Okay. Sorry. So which one is for me to pay less? Like, if I pay today, do I pay less? No. It's just the same because our billing process is every first of each month. All active account are being generated for an invoice for the full period because we are paying in advance. Reason why our we're asking our customer to provide a thirty days notice, but this account is exempted due to that VoIP issue. So what you need to settle for us to be able to fully close your account is the 100 Mhmm. 32 cancellation and the current invoice, which is $79.95. Reason why I'm I asked you if you would like if you are able to use the Internet, just the TV streaming. So if you would like to cancel, you can pay this amount, but I will suggest you can utilize the invoice that you paid for March. At least you are able to use the Internet. We can schedule your cancellation by before the end of the month, if you would like. At least you're able to utilize the invoice that you paid.","start_word":466,"end_word":833,"sentiment":"neutral","sentiment_score":-0.0407750621519011},{"text":"I think I'll be fine because I have my data in my phone, and I can use that one.","start_word":834,"end_word":852,"sentiment":"positive","sentiment_score":0.4334675073623657},{"text":"So I don't need I don't need any more Internet either. So yeah. Okay. Got it. Or let me let me just check if I can get an approval just to lower the current invoice. Okay?","start_word":853,"end_word":888,"sentiment":"neutral","sentiment_score":0.08106458932161331},{"text":"Because I really would love to help you out.","start_word":889,"end_word":897,"sentiment":"positive","sentiment_score":0.5281016230583191},{"text":"It just so happened on my end, it might work to follow the policy. I'm Okay. just an employee here, so I need to follow our policy. But let me try to check if we can provide you at least a discount with this March invoice instead of Yes, you please. paying the $79.95 together with the cancellation. Let me see what I can do. I'll try to get an approval and justify this scenario. Just one moment. Okay? I ask Okay. you to stay in the line.","start_word":898,"end_word":985,"sentiment":"neutral","sentiment_score":0.10049983859062196},{"text":"Thank you, Hannah. Thanks. Thank you so much for patiently waiting on the line, Hannah.","start_word":986,"end_word":1000,"sentiment":"positive","sentiment_score":0.49982500076293945},{"text":"Yep. Yes. Alright. So in reference with your current invoice, I was able to get an approval to lower down this for 25%. So, technically, you're getting $19.99 discount. So instead of you paying for this invoice for $79.95, It's went low to $59.96. Okay. So do I have to pay that even though I don't use your Internet at all? You did not use the Internet at all No. from No. March 1 to today? Oh. Yeah. As I'm trying to say, the reason why. Mhmm. Okay. Here's our normal process. K? I know you are confused. Can you hear me? Yes. Yes. Alright. I'm sorry. Is the need to do have a contract? Our policy is if customer is in lock in contract, twelve month or twenty four, and they would like to cancel the subscription or the service within the contract, they have to provide thirty days notice. Why? Oh, yeah. Because Yes. Yes. we have to report it to the network because we are paying in advance. Like, for example, this smart service, it's already been paid last month. We already paid the service that we are providing this month for all customers to the network to to Supa network. Reason Mhmm. why we are we have this policy thirty days notice. However, since this not applied to your account, reason why, I tried to have this approved for 25%. If I may ask, how much can you pay for this? Because I'm doing my best to sort this out for you. Because I wanted to respect your even though our back end team IT department is trying their best to fix that GeoIP issue, but if customer decided, we we would respect their decision. But in prior to that or in relation to that, I need also to follow and respect our company policy in reference with cancellation. Because for the past almost two weeks, I couldn't, you know, watch my overseas cereal box. So well, I think I'm happy to pay for, like, about $30.30 dollars Thirty for dollars. the Okay. yeah. My For usage the for yeah. for From yeah. March to Internet. tenth, something like that? Okay. Yeah. Alright. But we are clear with the cancellation. Right? Yes. Yes. We're cleared for Okay. that one. Alright. I'm sorry if I'm taking too much of your time, but I would love to sort this before I let you go on the line. So just be on the line for me. Let me try what we can do in reference with this $30 Okay. that you could pay. Okay? Bear with me Okay. here. Okay.","start_word":1001,"end_word":1441,"sentiment":"neutral","sentiment_score":-0.019270988024957057},{"text":"Thank you. Thanks. Thank you so much for patiently waiting on the line, Hannah.","start_word":1442,"end_word":1455,"sentiment":"positive","sentiment_score":0.5894477367401123},{"text":"Hi. I Yes. just wanted to let you know our account manager asked if they will approve this $30 for your March invoice. They asked if we can go ahead and process the payment today. Yes. Yes.","start_word":1456,"end_word":1492,"sentiment":"neutral","sentiment_score":0.1608626500174806},{"text":"I can pay it today.","start_word":1493,"end_word":1497,"sentiment":"positive","sentiment_score":0.35118716955184937},{"text":"Okay. Including the cancellation fee of $1.32. That's Yes. the question I can. he asked. Okay.","start_word":1498,"end_word":1513,"sentiment":"neutral","sentiment_score":-0.012470698915421964},{"text":"Thank you so much.","start_word":1514,"end_word":1517,"sentiment":"positive","sentiment_score":0.5045135617256165},{"text":"I'll get back to them. Okay? Okay.","start_word":1518,"end_word":1524,"sentiment":"neutral","sentiment_score":0.2532978951931},{"text":"Thank you. Thank you so much for patiently waiting on the line, Hannah.","start_word":1525,"end_word":1537,"sentiment":"positive","sentiment_score":0.6137555241584778},{"text":"So, yeah, Yes. there we go. I've got an approval just to provide you this $30 invoice for current month, at least the service that you paid or that you used, I mean, and your Yes. cancellation fee. And what are you going to use for your payment today, Visa or Mastercard? Visa. Okay. So what we are going to do is we have to process a separate transaction. Okay? First, the Mhmm. cancellation, and then afterwards, the invoice. One moment here. Yes. Visa. Let me select Visa. May I have the card number, please? So if I pay today, would you be disconnecting everything today? Yes. Today as well. Okay. So once we've Yes. done with this, I'll and, enters the account to tech. They will process the cancellation, and then afterwards, we'll send you the email cancellation. Mhmm. Okay. Sure. Alright. Just let me know once you're ready for the card number. Yeah. I'm ready now. Yeah. I Okay? just got them. Yeah. Go ahead, please. Sorry. It's Hannah Lee, Mhmm. number 4017954181986689. Okay. Let me read back. 4 Mhmm. 0179541 Mhmm. 81986689. That's right. Yeah. Thank you. Expiration date, please? It's April 20 Eight four. '29. Okay. 04/2029. Yes. K. Security code, please. 003. Okay. Let me put here 003. Okay. Alright. So, Hannah, you will receive a text message with Mhmm. a secret code to authorize the payment. Okay? And once Okay. you got it, please Mhmm. tell me the code so I can enter it on the page. Okay. I got it. It's 594308. Mhmm.","start_word":1538,"end_word":1797,"sentiment":"neutral","sentiment_score":0.046739763365342066},{"text":"Thank you.","start_word":1798,"end_word":1799,"sentiment":"positive","sentiment_score":0.3423689603805542},{"text":"594308. That's it. Six Yes. digits. Okay. Let me click next. Alright. So the $1.32 cancellation has been processed. Also, shortly, you will receive the payment receipt for this, and then we'll go to the last one, the $30. And I do apologize. You have to read back the numbers since we did not save your card since this will be your last payment. Okay? Okay. And let me just select again Visa, and then put your name here, Hanalee. Alright. Kindly read back the numbers, please. Okay. It's 4017954181986689. Thank you. 401795 Mhmm. 4181986689. Expiration That's date, right. please? 04/02/2029. Okay. April 2029. Security code, please. 003. Thank you, Hannah. 003. Let me just proceed. Alright.","start_word":1800,"end_word":1916,"sentiment":"neutral","sentiment_score":0.0362832248210907},{"text":"So, Hannah, the payment has been processed successfully for these two amounts.","start_word":1917,"end_word":1928,"sentiment":"positive","sentiment_score":0.447498083114624},{"text":"As I've mentioned, for Mhmm. today, you will be expecting three emails. Okay? Payment Mhmm. receipt for Mhmm. $132 and another payment receipt for $30 and an email confirmation that your service has been canceled. Mhmm. You will receive it today. Okay? Okay. So shortly Yep. after this call, I will under this, tell them that everything has been taken care of, and Mhmm. allow this service to be canceled. So to make sure, your Mhmm. email is hannahd294@gmail.com. Yes. Yes. Alright. Thank you. So if you did not see the emails from your inbox, please check your spam folder. If Mhmm. you did not receive anything, please let us know. But rest assured, those three, necessary documents for your reference will be sent. Okay? Okay. I see. Alright.","start_word":1929,"end_word":2057,"sentiment":"neutral","sentiment_score":0.04247593134641647},{"text":"Thank you, Hannah, for your time. I really appreciate you, and we appreciate the time you spent with Airtel. I hope you do have a lovely day, and please be safe always.","start_word":2058,"end_word":2089,"sentiment":"positive","sentiment_score":0.591796338558197},{"text":"Okay.","start_word":2090,"end_word":2090,"sentiment":"neutral","sentiment_score":0.2903786301612854},{"text":"Thank you very much Alright.","start_word":2091,"end_word":2095,"sentiment":"positive","sentiment_score":0.4690936207771301},{"text":"today.","start_word":2096,"end_word":2096,"sentiment":"neutral","sentiment_score":0.2867361903190613},{"text":"I really appreciate Mhmm. your good service. You're welcome, Hannah. Bye bye. Thank you. Bye.","start_word":2097,"end_word":2111,"sentiment":"positive","sentiment_score":0.7143918871879578}],"average":{"sentiment":"neutral","sentiment_score":0.029190651948379893}}}}