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So I just wanted to let you know we've already reviewed all the transactions from March to till date, and we don't see the transaction showing, with your card, which ends in, you said, 93 let me go back to your email. All we have is 4111. And if I may ask, do you remember using that card to your Airtel? No? Yeah. Mhmm. Oh, okay. So it means to say it's just the same transactions we're talking about. So let me clarify this. Yeah. Let me clarify. The card that we have is 4111, and you had the transactions for sixteens that we 16 charges that we sorted out yesterday. And then you asked to block this card, right, because of those unauthorized transactions. And then for us yeah. But for us to be able to proceed with the card. When I, talked to you Friday and they unblock it, then we process the refund on our end. Right? So, here's the thing. I would love to, let you know that, again, there is no new transactions. It just so happen, that overlap the refund process and then the replacement card process. So you have to monitor to your bank. It might be posted to your old card and then needs to be transferred to your new card. Because if we process the refund on our end, it will take, several days. It's really depends from the back end how they will reflect or the time frame, for them to reflect any refund amount. Especially, this card has been blocked. It means to say they deactivate this card if they already send you the new one online only. It might be. But on our end, we've already processed the refund. So if it's showing on the new card, please monitor the old card. It should be posted to the old card and be transferred to your new card by your bank, or it should be posted to your new card because it's processed as a refund. We just need to monitor it. Since your card has been replaced. Mhmm. Yes. Just to confirm, the card we have is 4111. That's already been deleted. Okay? And then, I'm very concerned about this. Reason why I even backtrack your first payment, the December payment. I've also checked your January payment, your February payment, only one transaction. This only the things happen. And kindly monitor the refund. It should be reflected to the old card and transferred to the new card, or it should be directed to the new card. But on my end, it should be reflected either way. And please coordinate to your bank. Okay? Mhmm. Sure. Let me know. Let me know if you need any details on our end. Okay? Alright. Thank you. And be safe always. Talk to you soon. I hope this will be sorted out since we did the refund on our end. Thank you. Thank you, Arjun. Have a good one. Mhmm. 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Arjun. Thank you so much for giving us a callback. So I just wanted to let you know we've already reviewed all the transactions from March to till date, and we don't see the transaction showing, with your card, which ends in, you said, 93 let me go back to your email. All we have is 4111. And if I may ask, do you remember using that card to your Airtel?\n\nNo? Yeah. Mhmm. Oh, okay. So it means to say it's just the same transactions we're talking about.\n\nSo let me clarify this. Yeah. Let me clarify. The card that we have is 4111, and you had the transactions for sixteens that we 16 charges that we sorted out yesterday. And then you asked to block this card, right, because of those unauthorized transactions.\n\nAnd then for us yeah. But for us to be able to proceed with the card. When I, talked to you Friday and they unblock it, then we process the refund on our end. Right? So, here's the thing.\n\nI would love to, let you know that, again, there is no new transactions. It just so happen, that overlap the refund process and then the replacement card process. So you have to monitor to your bank. It might be posted to your old card and then needs to be transferred to your new card. Because if we process the refund on our end, it will take, several days.\n\nIt's really depends from the back end how they will reflect or the time frame, for them to reflect any refund amount. Especially, this card has been blocked. It means to say they deactivate this card if they already send you the new one online only. It might be. But on our end, we've already processed the refund.\n\nSo if it's showing on the new card, please monitor the old card. It should be posted to the old card and be transferred to your new card by your bank, or it should be posted to your new card because it's processed as a refund. We just need to monitor it. Since your card has been replaced. Mhmm.\n\nYes. Just to confirm, the card we have is 4111. That's already been deleted. Okay? And then, I'm very concerned about this.\n\nReason why I even backtrack your first payment, the December payment. I've also checked your January payment, your February payment, only one transaction. This only the things happen. And kindly monitor the refund. It should be reflected to the old card and transferred to the new card, or it should be directed to the new card.\n\nBut on my end, it should be reflected either way. And please coordinate to your bank. Okay? Mhmm. Sure.\n\nLet me know. Let me know if you need any details on our end. Okay? Alright. Thank you.\n\nAnd be safe always. Talk to you soon. I hope this will be sorted out since we did the refund on our end. Thank you. Thank you, Arjun.\n\nHave a good one. Mhmm. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi, Arjun.","start":2.3999999,"end":3.1399999,"sentiment":"neutral","sentiment_score":0.19369518756866455},{"text":"Thank you so much for giving us a callback.","start":3.1999998,"end":5.8599997,"sentiment":"positive","sentiment_score":0.4215048551559448},{"text":"So I just wanted to let you know we've already reviewed all the transactions from March to till date, and we don't see the transaction showing, with your card, which ends in, you said, 93 let me go back to your email.","start":6.3999996,"end":27.125,"sentiment":"neutral","sentiment_score":-0.0063671112237941654},{"text":"All we have is 4111.","start":27.825,"end":30.544998,"sentiment":"neutral","sentiment_score":0.011050408333539962},{"text":"And if I may ask, do you remember using that card to your 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it's processed as a refund.","start":172.25,"end":184.11,"sentiment":"neutral","sentiment_score":-0.05763796237156247},{"text":"We just need to monitor it.","start":184.77501,"end":186.79501,"sentiment":"neutral","sentiment_score":-0.1209230547149976},{"text":"Since your card has been replaced.","start":187.895,"end":190.07501,"sentiment":"neutral","sentiment_score":-0.07597720623016357},{"text":"Mhmm.","start":191.335,"end":191.835,"sentiment":"neutral","sentiment_score":-0.041958097368478775}],"sentiment":"neutral","sentiment_score":-0.06346337614044295,"num_words":59,"start":166.985,"end":191.835},{"sentences":[{"text":"Yes.","start":197.095,"end":197.595,"sentiment":"neutral","sentiment_score":-0.012552008964121342},{"text":"Just to confirm, the card we have is 4111.","start":197.65501,"end":203.32,"sentiment":"neutral","sentiment_score":-0.023673614487051964},{"text":"That's already been deleted.","start":203.62001,"end":205.40001,"sentiment":"neutral","sentiment_score":-0.14537986367940903},{"text":"Okay?","start":205.70001,"end":206.1,"sentiment":"neutral","sentiment_score":-0.1139502227306366},{"text":"And then, I'm very concerned about this.","start":206.1,"end":209.06,"sentiment":"negative","sentiment_score":-0.33758082560130526}],"sentiment":"neutral","sentiment_score":-0.14927954527295448,"num_words":22,"start":197.095,"end":209.06},{"sentences":[{"text":"Reason why I even backtrack your first payment, the December payment.","start":209.06,"end":214.155,"sentiment":"neutral","sentiment_score":-0.27057441527193243},{"text":"I've also checked your January payment, your February payment, only one transaction.","start":214.61499,"end":220.39499,"sentiment":"neutral","sentiment_score":-0.08917637169361115},{"text":"This only the things happen.","start":220.935,"end":222.875,"sentiment":"neutral","sentiment_score":-0.1205655425786972},{"text":"And kindly monitor the refund.","start":223.33499,"end":226.83,"sentiment":"neutral","sentiment_score":-0.10440671443939209},{"text":"It should be reflected to the old card and transferred to the new card, or it should be directed to the new card.","start":226.83,"end":235.31001,"sentiment":"neutral","sentiment_score":-0.03967679680689522}],"sentiment":"neutral","sentiment_score":-0.10864040428506476,"num_words":56,"start":209.06,"end":235.31001},{"sentences":[{"text":"But on my end, it should be reflected either way.","start":235.31001,"end":239.49,"sentiment":"neutral","sentiment_score":-0.03853577710688114},{"text":"And please coordinate to your 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you.","start":261.97894,"end":262.79892,"sentiment":"positive","sentiment_score":0.4220867455005646},{"text":"Thank you, Arjun.","start":263.33893,"end":264.39893,"sentiment":"positive","sentiment_score":0.5092299481232961}],"sentiment":"neutral","sentiment_score":0.15875086906765187,"num_words":28,"start":254.93,"end":264.39893},{"sentences":[{"text":"Have a good one.","start":264.93893,"end":266.07892,"sentiment":"positive","sentiment_score":0.5629298239946365},{"text":"Mhmm.","start":267.01892,"end":267.33893,"sentiment":"neutral","sentiment_score":0.03907948359847069},{"text":"Bye bye.","start":267.33893,"end":267.99893,"sentiment":"neutral","sentiment_score":0.026339013129472733}],"sentiment":"positive","sentiment_score":0.3347824008337089,"num_words":7,"start":264.93893,"end":267.99893}]}}]},{"alternatives":[{"transcript":"Hello? Yeah. Hi, Elena. Yeah. No. It was my card ending with 4111. But once I got my card replaced, that's the new card. The one that I mentioned today was my new card. So it has gone on my new card. I'm assuming that the transaction that you all did was pending in the system, and after I changed it, it had gone on my new card. Correct. I think so. Yes. Correct. Yes. And I I got a replacement card. Correct. That's fine. Yeah. It was activated online. So the card was activated online. So once the card was activated online, I'm assuming that the old transactions have gone through on the new card. Correct. Okay. I will speak to my bank as well on this. And have you can can you confirm that you have deleted all my data, like my card details stored? Yeah. Mhmm. Yeah. Okay. I will speak to the bank, and I will follow-up on this as well, Manisha. Thank you for your call. Sure. Will do. Thank you. Appreciate that. Alright. Sure. Sure. I hope that too. Thank you. Appreciate that. You too. 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Yeah. Hi, Elena. Yeah. No.\n\nIt was my card ending with 4111. But once I got my card replaced, that's the new card. The one that I mentioned today was my new card. So it has gone on my new card. I'm assuming that the transaction that you all did was pending in the system, and after I changed it, it had gone on my new card.\n\nCorrect. I think so. Yes. Correct. Yes.\n\nAnd I I got a replacement card. Correct. That's fine. Yeah. It was activated online.\n\nSo the card was activated online. So once the card was activated online, I'm assuming that the old transactions have gone through on the new card. Correct. Okay. I will speak to my bank as well on this.\n\nAnd have you can can you confirm that you have deleted all my data, like my card details stored? Yeah. Mhmm. Yeah. Okay.\n\nI will speak to the bank, and I will follow-up on this as well, Manisha. Thank you for your call. Sure. Will do. Thank you.\n\nAppreciate that. Alright. Sure. Sure. I hope that too.\n\nThank you. Appreciate that. You too. Bye bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":2.24,"end":2.74,"sentiment":"neutral","sentiment_score":0.03218822181224823},{"text":"Yeah.","start":3.52,"end":3.84,"sentiment":"positive","sentiment_score":0.484090268611908},{"text":"Hi, Elena.","start":3.84,"end":4.66,"sentiment":"positive","sentiment_score":0.3857157677412033},{"text":"Yeah.","start":6.64,"end":7.14,"sentiment":"neutral","sentiment_score":0.04459337890148163},{"text":"No.","start":37.25,"end":37.57,"sentiment":"neutral","sentiment_score":-0.20445162057876587}],"sentiment":"neutral","sentiment_score":0.18797529737154642,"num_words":6,"start":2.24,"end":37.57},{"sentences":[{"text":"It was my card ending with 4111.","start":37.57,"end":40.29,"sentiment":"neutral","sentiment_score":-0.1349305734038353},{"text":"But once I got my card replaced, that's the new card.","start":40.29,"end":43.829998,"sentiment":"neutral","sentiment_score":-0.058295223184607246},{"text":"The one that I mentioned today was my 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Thank you\n\nChannel 1: Yeah.\n\nChannel 0: so much\n\nChannel 1: Hi,\n\nChannel 0: for\n\nChannel 1: Elena.\n\nChannel 0: giving us a callback. So\n\nChannel 1: Yeah.\n\nChannel 0: I just wanted to let you know we've already reviewed all the transactions from March to till date, and we don't see the transaction showing, with your card, which ends in, you said, 93 let me go back to your email. All we have is 4111. And if I may ask, do you remember using that card to your Airtel?\n\nChannel 1: No. It was my\n\nChannel 0: No?\n\nChannel 1: card ending with 4111. But once\n\nChannel 0: Yeah.\n\nChannel 1: I got my card replaced, that's the new card. The one that I mentioned today was my new\n\nChannel 0: Mhmm.\n\nChannel 1: card. So it has gone on my new card. I'm assuming that the transaction that you all did was pending\n\nChannel 0: Oh,\n\nChannel 1: in the system,\n\nChannel 0: okay.\n\nChannel 1: and after I changed it, it had gone on my new card.\n\nChannel 0: So it means to say it's just the same transactions we're talking about. So let\n\nChannel 1: Correct.\n\nChannel 0: me clarify\n\nChannel 1: I think so.\n\nChannel 0: this. Yeah. Let me clarify. The card that we have is 4111, and you had\n\nChannel 1: Yes.\n\nChannel 0: the transactions for sixteens that we 16 charges that we sorted out yesterday. And then you asked to block this card, right, because of\n\nChannel 1: Correct.\n\nChannel 0: those unauthorized transactions.\n\nChannel 1: Yes.\n\nChannel 0: And\n\nChannel 1: And\n\nChannel 0: then\n\nChannel 1: I I got a\n\nChannel 0: for\n\nChannel 1: replacement\n\nChannel 0: us\n\nChannel 1: card.\n\nChannel 0: yeah. But for us to be able to proceed with the card. When\n\nChannel 1: Correct.\n\nChannel 0: I, talked to you Friday and they unblock it, then we\n\nChannel 1: That's\n\nChannel 0: process\n\nChannel 1: fine.\n\nChannel 0: the refund on our end. Right?\n\nChannel 1: Yeah.\n\nChannel 0: So, here's the thing. I would love to, let you know that, again, there is no new transactions. It just so happen, that overlap the refund process and then the replacement card process. So you have to monitor to your bank. It might be posted to your old card and then needs to be transferred to your new card.\n\nBecause if we process the refund on our end, it will take, several days. It's really depends from the back end how they will reflect or the time frame, for them to reflect any refund amount. Especially, this card has been blocked. It means to say they deactivate this card if they already send you the new one\n\nChannel 1: It was activated online. So the card\n\nChannel 0: online\n\nChannel 1: was activated\n\nChannel 0: only.\n\nChannel 1: online. So once the card was activated online, I'm assuming that the old transactions have gone through on the new card.\n\nChannel 0: It might be. But on our end, we've already processed the refund. So if it's showing on the new card, please monitor\n\nChannel 1: Correct.\n\nChannel 0: the old card. It should be posted to the old card and be transferred to your new card by your bank, or it should be posted to your new card because it's processed as a refund. We just need to monitor it.\n\nChannel 1: Okay.\n\nChannel 0: Since\n\nChannel 1: I will\n\nChannel 0: your card\n\nChannel 1: speak\n\nChannel 0: has\n\nChannel 1: to\n\nChannel 0: been\n\nChannel 1: my bank\n\nChannel 0: replaced.\n\nChannel 1: as well on this. And\n\nChannel 0: Mhmm.\n\nChannel 1: have you can can you confirm that you have deleted all my data, like my card details stored?\n\nChannel 0: Yes. Just to confirm, the card we have is 4111. That's\n\nChannel 1: Yeah.\n\nChannel 0: already been deleted. Okay? And then, I'm very concerned about this. Reason why I even backtrack your first payment, the December\n\nChannel 1: Mhmm.\n\nChannel 0: payment. I've also checked your January payment, your February payment, only one\n\nChannel 1: Yeah.\n\nChannel 0: transaction. This only the things happen. And kindly monitor the refund. It should be reflected to the old card and transferred to the new card, or it should be directed to the new card. But on my end, it should be reflected either way.\n\nAnd\n\nChannel 1: Okay.\n\nChannel 0: please coordinate to your bank. Okay?\n\nChannel 1: I will speak to the bank, and I will follow-up on this as well, Manisha.\n\nChannel 0: Mhmm.\n\nChannel 1: Thank you for\n\nChannel 0: Sure.\n\nChannel 1: your call.\n\nChannel 0: Let me know. Let me know\n\nChannel 1: Sure.\n\nChannel 0: if you need any details on our end. Okay?\n\nChannel 1: Will do. Thank you. Appreciate\n\nChannel 0: Alright.\n\nChannel 1: that.\n\nChannel 0: Thank you. And\n\nChannel 1: Alright.\n\nChannel 0: be\n\nChannel 1: Sure.\n\nChannel 0: safe always. Talk to you soon. I hope this will be sorted out since we did\n\nChannel 1: Sure.\n\nChannel 0: the refund\n\nChannel 1: I hope\n\nChannel 0: on\n\nChannel 1: that\n\nChannel 0: our\n\nChannel 1: too.\n\nChannel 0: end.\n\nChannel 1: Thank you. Appreciate that.\n\nChannel 0: Thank you. Thank you, Arjun. Have a good one.\n\nChannel 1: You too. Bye bye.\n\nChannel 0: Mhmm. Bye bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":2.24,"end":2.74,"sentiment":"neutral","sentiment_score":0.03218822181224823}],"sentiment":"neutral","sentiment_score":0.03218822181224823,"channel":1,"num_words":1,"start":2.24,"end":2.74},{"sentences":[{"text":"Hi, Arjun.","start":2.3999999,"end":3.1399999,"sentiment":"neutral","sentiment_score":0.19369518756866455},{"text":"Thank you","start":3.1999998,"end":3.52,"sentiment":"positive","sentiment_score":0.6681675314903259}],"sentiment":"positive","sentiment_score":0.43093135952949524,"channel":0,"num_words":4,"start":2.3999999,"end":3.52},{"sentences":[{"text":"Yeah.","start":3.52,"end":3.84,"sentiment":"positive","sentiment_score":0.484090268611908}],"sentiment":"positive","sentiment_score":0.484090268611908,"channel":1,"num_words":1,"start":3.52,"end":3.84},{"sentences":[{"text":"so 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4111.","start":27.825,"end":30.544998,"sentiment":"neutral","sentiment_score":0.011050408333539962},{"text":"And if I may ask, do you remember using that card to your Airtel?","start":30.544998,"end":36.23,"sentiment":"neutral","sentiment_score":-0.0021976274105587174}],"sentiment":"neutral","sentiment_score":-0.005235044634900987,"channel":0,"num_words":60,"start":6.72,"end":36.23},{"sentences":[{"text":"No.","start":37.25,"end":37.57,"sentiment":"neutral","sentiment_score":-0.20445162057876587},{"text":"It was my","start":37.57,"end":38.37,"sentiment":"neutral","sentiment_score":-0.12986354529857635}],"sentiment":"neutral","sentiment_score":-0.14851056411862373,"channel":1,"num_words":4,"start":37.25,"end":38.37},{"sentences":[{"text":"No?","start":38.29,"end":38.79,"sentiment":"neutral","sentiment_score":-0.17730320990085602}],"sentiment":"neutral","sentiment_score":-0.17730320990085602,"channel":0,"num_words":1,"start":38.29,"end":38.79},{"sentences":[{"text":"card ending with 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The agent explains that the replacement card is the same transactions they have made and that they need to monitor the refund process to ensure that it is reflected on the old card and transferred to the new one. The agent also asks the customer to confirm that their card details have been deleted and to coordinate with their bank to ensure the refund is reflected on the old card."},"intents":{"segments":[{"text":"unauthorized transactions. Yes.","start_word":208,"end_word":210,"intents":[{"intent":"Resolve unauthorized transactions","confidence_score":0.0042309477}]},{"text":"And then, I'm very concerned about this. Reason why I even backtrack your first payment, the December Mhmm. payment.","start_word":524,"end_word":542,"intents":[{"intent":"Resolve customer concerns","confidence_score":0.00025167226}]}]},"sentiments":{"segments":[{"text":"Hello? Hi, Arjun.","start_word":0,"end_word":2,"sentiment":"neutral","sentiment_score":0.15366189181804657},{"text":"Thank you so Yeah. much Hi, for Elena.","start_word":3,"end_word":10,"sentiment":"positive","sentiment_score":0.47351932525634766},{"text":"giving us a callback. So Yeah. I just wanted to let you know we've already reviewed all the transactions from March to till date, and we don't see the transaction showing, with your card, which ends in, you said, 93 let me go back to your email. All we have is 4111. And if I may ask, do you remember using that card to your Airtel? No. It was my No? card ending with 4111. But once Yeah. I got my card replaced, that's the new card. The one that I mentioned today was my new Mhmm. card. So it has gone on my new card. I'm assuming that the transaction that you all did was pending Oh, in the okay. system, and after I changed it, it had gone on my new card. So it means to say it's just the same transactions we're talking about. So let Correct. me clarify I think so. this. Yeah. Let me clarify. The card that we have is 4111, and you had Yes. the transactions for sixteens that we 16 charges that we sorted out yesterday. And then you asked to block this card, right, because of those Correct. unauthorized transactions. Yes. And And then I I got a for replacement us card. yeah. But for us to be able to proceed with the card. When Correct. I, talked to you Friday and they unblock it, then we That's process fine. the refund on our end. Right? Yeah. So, here's the thing. I would love to, let you know that, again, there is no new transactions. It just so happen, that overlap the refund process and then the replacement card process. So you have to monitor to your bank. It might be posted to your old card and then needs to be transferred to your new card. Because if we process the refund on our end, it will take, several days. It's really depends from the back end how they will reflect or the time frame, for them to reflect any refund amount.","start_word":11,"end_word":351,"sentiment":"neutral","sentiment_score":-0.02200556732714176},{"text":"Especially, this card has been blocked.","start_word":352,"end_word":357,"sentiment":"negative","sentiment_score":-0.3859630823135376},{"text":"It means to say they deactivate this card if they already send you the new one It was activated online. So the card online was activated only. online. So once the card was activated online, I'm assuming that the old transactions have gone through on the new card. It might be. But on our end, we've already processed the refund. So if it's showing on the new card, please monitor Correct. the old card. It should be posted to the old card and be transferred to your new card by your bank, or it should be posted to your new card because it's processed as a refund. We just need to monitor it. Okay. Since I will your card speak has to been my bank replaced. as well on this. And Mhmm. have you can can you confirm that you have deleted all my data, like my card details stored? Yes. Just to confirm, the card we have is 4111. That's Yeah. already been deleted. Okay? And then, I'm very concerned about this. Reason why I even backtrack your first payment, the December Mhmm. payment. I've also checked your January payment, your February payment, only one Yeah. transaction. This only the things happen. And kindly monitor the refund. It should be reflected to the old card and transferred to the new card, or it should be directed to the new card. But on my end, it should be reflected either way. And Okay. please coordinate to your bank. Okay? I will speak to the bank, and I will follow-up on this as well, Manisha. Mhmm. Thank you for Sure. your call. Let me know. Let me know Sure. if you need any details on our end. Okay? Will do. Thank you. Appreciate Alright. that. Thank you. And Alright. be Sure. safe always. Talk to you soon. I hope this will be sorted out since we did Sure. the refund I hope on that our too. end. Thank you.","start_word":358,"end_word":685,"sentiment":"neutral","sentiment_score":-0.028447844088077545},{"text":"Appreciate that. Thank you. Thank you, Arjun. Have a good one.","start_word":686,"end_word":696,"sentiment":"positive","sentiment_score":0.4837300777435303},{"text":"You too. Bye bye. Mhmm. Bye bye.","start_word":697,"end_word":703,"sentiment":"neutral","sentiment_score":0.1296521191086088}],"average":{"sentiment":"neutral","sentiment_score":-0.00789774575475919}}}}