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We just wanted to confirm, do you have do you already have a router or you need to get a new one? Do you already have the router a router or you need to get a new one? You mean the free one that is included with the contract? Yes. Okay. So regarding that one, we can send you the free router, but we need to we need you first to settle the delivery fee, which is $20. Yeah. Our accounts department will be sending you an invoice for the delivery fee. Then once the payment is settled, we'll then send you the router. Upon checking your order, this is on the $20 is only for the six month contract. That is the connection fee. Then the plan, which is Superfast Family, 70 $6.95. So the delivery fee, yeah, it's not yet included. Yeah. That's correct. Just please do wait for our accounts department. They will they will invoice you for that. Yeah. That is for the connection fee. That not for the delivery fee of the router. Mhmm. I'm sorry? Yeah. Yeah. That's correct. Yeah. I'll I'll inform our accounts department. I think they're already sending you the invoice. Mhmm. Yes. Mhmm. Yep. Yeah. We can change the plan right now as the activation is still fresh. Yeah. Sure. Just give us a callback then on what plan are we going to proceed. But as of the moment, your plan is SupaFamily, which is the 500 over 500 MBPS. Yeah. We can upgrade anytime. Just give us a heads up so that we can arrange it. Okay. Hang on. Let me just check. So you want to downgrade to 50 or 20 MBPS? Okay. Okay. Hang on. Let me just process it. Mhmm. 50 over 20? 50 over 20 m u p s. Okay. Okay. So this is only $67.45. So if ever the excess for the because you set you paid for the 76. Right? Yeah. So it mhmm. Yeah. So and then let me just compute. So there's an excess of $9.5. So if we downgrade it to 50 over 20 Mbps, there is an excess of $9.5. Mhmm. So if ever I will be crediting that this one to the delivery fee, Instead of $20, you'll be settling $11 instead of 10. Is that correct? Mhmm. Okay. Then we'll process that plan change change changing of plan. Then I'll inform our accounts department regarding the access that they they credited to the delivery fee instead. Mhmm. No. We can change it on our end instead. We'll just inform you once it's done. Mhmm. Yeah. For the delivery fee. Mhmm. Yeah. I will be sending you an invoice once I I'm done with changing the plan. Okay. Thank you. 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Hello. Good afternoon. This is Maureen from Airtel tech support. Yeah.\n\nI'm just wanting to inform you that we have activated the service at the address. We just wanted to confirm, do you have do you already have a router or you need to get a new one? Do you already have the router a router or you need to get a new one? You mean the free one that is included with the contract? Yes.\n\nOkay. So regarding that one, we can send you the free router, but we need to we need you first to settle the delivery fee, which is $20. Yeah. Our accounts department will be sending you an invoice for the delivery fee. Then once the payment is settled, we'll then send you the router.\n\nUpon checking your order, this is on the $20 is only for the six month contract. That is the connection fee. Then the plan, which is Superfast Family, 70 $6.95. So the delivery fee, yeah, it's not yet included. Yeah.\n\nThat's correct. Just please do wait for our accounts department. They will they will invoice you for that. Yeah. That is for the connection fee.\n\nThat not for the delivery fee of the router. Mhmm. I'm sorry? Yeah. Yeah.\n\nThat's correct. Yeah. I'll I'll inform our accounts department. I think they're already sending you the invoice. Mhmm.\n\nYes. Mhmm. Yep. Yeah. We can change the plan right now as the activation is still fresh.\n\nYeah. Sure. Just give us a callback then on what plan are we going to proceed. But as of the moment, your plan is SupaFamily, which is the 500 over 500 MBPS. Yeah.\n\nWe can upgrade anytime. Just give us a heads up so that we can arrange it. Okay. Hang on. Let me just check.\n\nSo you want to downgrade to 50 or 20 MBPS? Okay. Okay. Hang on. Let me just process it.\n\nMhmm. 50 over 20? 50 over 20 m u p s. Okay. Okay.\n\nSo this is only $67.45. So if ever the excess for the because you set you paid for the 76. Right? Yeah. So it mhmm.\n\nYeah. So and then let me just compute. So there's an excess of $9.5. So if we downgrade it to 50 over 20 Mbps, there is an excess of $9.5. Mhmm.\n\nSo if ever I will be crediting that this one to the delivery fee, Instead of $20, you'll be settling $11 instead of 10. Is that correct? Mhmm. Okay. Then we'll process that plan change change changing of plan.\n\nThen I'll inform our accounts department regarding the access that they they credited to the delivery fee instead. Mhmm. No. We can change it on our end instead. We'll just inform you once it's done.\n\nMhmm. Yeah. For the delivery fee. Mhmm. Yeah.\n\nI will be sending you an invoice once I I'm done with changing the plan. Okay. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Yes.","start":3.28,"end":3.6,"sentiment":"neutral","sentiment_score":0.2026694118976593},{"text":"Hello.","start":3.6,"end":3.9199998,"sentiment":"neutral","sentiment_score":0.24586501717567444},{"text":"Good afternoon.","start":3.9199998,"end":4.64,"sentiment":"positive","sentiment_score":0.4571893513202667},{"text":"This is Maureen from Airtel tech support.","start":4.64,"end":7.14,"sentiment":"neutral","sentiment_score":0.2976528363568442},{"text":"Yeah.","start":9.36,"end":9.5199995,"sentiment":"neutral","sentiment_score":0.10470220446586607}],"sentiment":"neutral","sentiment_score":0.2959320992231369,"num_words":12,"start":3.28,"end":9.5199995},{"sentences":[{"text":"I'm just wanting to inform you that we have activated the service at the address.","start":9.5199995,"end":14.505,"sentiment":"neutral","sentiment_score":0.21743119458357493},{"text":"We just wanted to confirm, do you have do you already have a router or you need to get a new 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check.","start":282.065,"end":283.285,"sentiment":"neutral","sentiment_score":0.03420556616038084}],"sentiment":"neutral","sentiment_score":0.13461381942033768,"num_words":23,"start":257.495,"end":283.285},{"sentences":[{"text":"So you want to downgrade to 50 or 20 MBPS?","start":286.30502,"end":290.47,"sentiment":"neutral","sentiment_score":0.013366401940584183},{"text":"Okay.","start":300.37003,"end":300.85004,"sentiment":"neutral","sentiment_score":0.04615370929241181},{"text":"Okay.","start":300.85004,"end":301.33002,"sentiment":"neutral","sentiment_score":0.0479334220290184},{"text":"Hang on.","start":301.33002,"end":301.81,"sentiment":"neutral","sentiment_score":0.03303050622344017},{"text":"Let me just process 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correct?","start":396.305,"end":397.205,"sentiment":"neutral","sentiment_score":0.07586799561977386},{"text":"Mhmm.","start":397.26498,"end":397.76498,"sentiment":"neutral","sentiment_score":0.030601702630519867},{"text":"Okay.","start":399.905,"end":400.305,"sentiment":"neutral","sentiment_score":0.07843463122844696},{"text":"Then we'll process that plan change change changing of plan.","start":400.305,"end":406.34,"sentiment":"neutral","sentiment_score":0.04364104848355055}],"sentiment":"neutral","sentiment_score":0.03482202022599104,"num_words":39,"start":380.91,"end":406.34},{"sentences":[{"text":"Then I'll inform our accounts department regarding the access that they they credited to the delivery fee 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you.","start":476.98694,"end":477.70694,"sentiment":"positive","sentiment_score":0.7751020789146423},{"text":"Bye.","start":477.70694,"end":478.20694,"sentiment":"positive","sentiment_score":0.5158755779266357}],"sentiment":"neutral","sentiment_score":0.260978890877021,"num_words":19,"start":467.91,"end":478.20694}]}}]},{"alternatives":[{"transcript":"Hi. This is Clara. Mhmm. So you have what? I think we I think I order a new one. Yeah. Yeah. Yeah. Oh, you mean that need to include $20 deliver free? Okay. So I think that one, the $20, it didn't include that that in the order I paid before. Uh-huh. Okay. So so you mean I need to pay $20 to to for the delivery right now. Right? Okay. Okay. So I have checked my order received from you guys before. I think it already includes $20 contract in the contract. Okay. So this is separate. Right? You mean? So this is separate. Right? I have pay, like, $220. For one for the contract, one for the delivery. Okay. So, okay, can you send me the invoice? I didn't I I I didn't receive the invoice yet. So I I only received, like, the details from the order, which is include the, $76 and 1 $20 six month contract. So totally is $9.96 and already paid for it. So so I I thought so before I saw there's I there's no need to pay $20.00 free. So now I know I have to pay that. So what if I want to change the plan? So okay. So so what about I have think about that and have a look about that and I call you later. Is it alright? Yeah. I knew that. So I want to ask, like, if I change the plan to the cheaper one. So if the speed is not enough, not fast enough, can I still operate, like, after? So alright. So can can you help me to, like, change it right now, and I can repay it for that? Because, like, before that, I thought I don't need to pay, like, $20. So now I still want to change it back to the cheaper one. 50, please. Yeah. Sure. So I want to change to the Supa Zebra Boost, which is the 50 yeah. Yeah. Yeah. $50.20. That one. Yeah. I I paid I paid 76 plus $20 with the contract fee. Sorry. What? Okay. Mhmm. Yep. Yep. Yep. So so I want to double check. Is it I need to for the changing plan. So you so you just, like, cancel the plan I got before, and I need to order one more. So is is change your what's the process? Oh, okay. So uh-huh. So so for the, like, amount, so I just need to pay, like, 11 more in okay. So, like, everything okay. So okay. I got you. Yeah. And can you send me the invoice as well? Yep. Cool. Thanks. Thank you. 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This is Clara. Mhmm. So you have what? I think we I think I order a new one.\n\nYeah. Yeah. Yeah. Oh, you mean that need to include $20 deliver free? Okay.\n\nSo I think that one, the $20, it didn't include that that in the order I paid before. Uh-huh. Okay. So so you mean I need to pay $20 to to for the delivery right now. Right?\n\nOkay. Okay. So I have checked my order received from you guys before. I think it already includes $20 contract in the contract. Okay.\n\nSo this is separate. Right? You mean? So this is separate. Right?\n\nI have pay, like, $220. For one for the contract, one for the delivery. Okay. So, okay, can you send me the invoice? I didn't I I I didn't receive the invoice yet.\n\nSo I I only received, like, the details from the order, which is include the, $76 and 1 $20 six month contract. So totally is $9.96 and already paid for it. So so I I thought so before I saw there's I there's no need to pay $20.00 free. So now I know I have to pay that. So what if I want to change the plan?\n\nSo okay. So so what about I have think about that and have a look about that and I call you later. Is it alright? Yeah. I knew that.\n\nSo I want to ask, like, if I change the plan to the cheaper one. So if the speed is not enough, not fast enough, can I still operate, like, after? So alright. So can can you help me to, like, change it right now, and I can repay it for that? Because, like, before that, I thought I don't need to pay, like, $20.\n\nSo now I still want to change it back to the cheaper one. 50, please. Yeah. Sure. So I want to change to the Supa Zebra Boost, which is the 50 yeah.\n\nYeah. Yeah. $50.20. That one. Yeah.\n\nI I paid I paid 76 plus $20 with the contract fee. Sorry. What? Okay. Mhmm.\n\nYep. Yep. Yep. So so I want to double check. Is it I need to for the changing plan.\n\nSo you so you just, like, cancel the plan I got before, and I need to order one more. So is is change your what's the process? Oh, okay. So uh-huh. So so for the, like, amount, so I just need to pay, like, 11 more in okay.\n\nSo, like, everything okay. So okay. I got you. Yeah. And can you send me the invoice as well?\n\nYep. Cool. Thanks. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.1999999,"end":1.52,"sentiment":"neutral","sentiment_score":0.07575186342000961},{"text":"This is Clara.","start":1.52,"end":2.42,"sentiment":"neutral","sentiment_score":0.07389293859402339},{"text":"Mhmm.","start":8.4,"end":8.9,"sentiment":"neutral","sentiment_score":0.0868825763463974},{"text":"So you have what?","start":21.675,"end":22.895,"sentiment":"neutral","sentiment_score":0.002285424852743745},{"text":"I think we I think I order a new one.","start":30.49,"end":33.71,"sentiment":"neutral","sentiment_score":0.020441154018044472}],"sentiment":"neutral","sentiment_score":0.03146665763894194,"num_words":19,"start":1.1999999,"end":33.71},{"sentences":[{"text":"Yeah.","start":40.81,"end":41.05,"sentiment":"neutral","sentiment_score":0.041474126279354095},{"text":"Yeah.","start":41.05,"end":41.29,"sentiment":"neutral","sentiment_score":0.03883194923400879},{"text":"Yeah.","start":41.29,"end":41.79,"sentiment":"neutral","sentiment_score":0.0491296648979187},{"text":"Oh, you mean that need to include $20 deliver free?","start":52.715,"end":57.24,"sentiment":"neutral","sentiment_score":-0.0012826062738895418},{"text":"Okay.","start":70.295,"end":70.795,"sentiment":"neutral","sentiment_score":0.014505606144666672}],"sentiment":"neutral","sentiment_score":0.009365377415503775,"num_words":14,"start":40.81,"end":70.795},{"sentences":[{"text":"So I think that one, the $20, it didn't include that that in the order I paid before.","start":70.935,"end":78.715,"sentiment":"neutral","sentiment_score":-0.039090090017351836},{"text":"Uh-huh.","start":93.915,"end":94.415,"sentiment":"neutral","sentiment_score":0.02871098555624485},{"text":"Okay.","start":97.115,"end":97.615,"sentiment":"neutral","sentiment_score":-0.026301860809326172},{"text":"So so you mean I need to pay $20 to to for the delivery right now.","start":97.675,"end":107.835,"sentiment":"neutral","sentiment_score":-0.08062040200456977},{"text":"Right?","start":107.835,"end":108.335,"sentiment":"neutral","sentiment_score":-0.01530955731868744}],"sentiment":"neutral","sentiment_score":-0.05422833743127617,"num_words":37,"start":70.935,"end":108.335},{"sentences":[{"text":"Okay.","start":117.079994,"end":117.24,"sentiment":"neutral","sentiment_score":0.013998327776789663},{"text":"Okay.","start":117.24,"end":117.72,"sentiment":"neutral","sentiment_score":0.016675394028425217},{"text":"So I have checked my order received from you guys before.","start":117.72,"end":123.02,"sentiment":"neutral","sentiment_score":0.02524256028912284},{"text":"I think it already includes $20 contract in the contract.","start":123.305,"end":128.285,"sentiment":"neutral","sentiment_score":0.030252350121736528},{"text":"Okay.","start":135.86499,"end":136.36499,"sentiment":"neutral","sentiment_score":-0.01171612273901701}],"sentiment":"neutral","sentiment_score":0.024964552644329768,"num_words":24,"start":117.079994,"end":136.36499},{"sentences":[{"text":"So this is separate.","start":136.425,"end":137.725,"sentiment":"neutral","sentiment_score":-0.052204606123268604},{"text":"Right?","start":137.86499,"end":138.185,"sentiment":"neutral","sentiment_score":-0.03704199194908142},{"text":"You mean?","start":138.185,"end":138.78,"sentiment":"neutral","sentiment_score":-0.060543954372406006},{"text":"So this is separate.","start":141.74,"end":142.78,"sentiment":"neutral","sentiment_score":-0.07652853429317474},{"text":"Right?","start":142.78,"end":143.02,"sentiment":"neutral","sentiment_score":-0.03609699010848999}],"sentiment":"neutral","sentiment_score":-0.059096621039013066,"num_words":12,"start":136.425,"end":143.02},{"sentences":[{"text":"I have pay, like, $220.","start":143.02,"end":145.68,"sentiment":"neutral","sentiment_score":-0.04100333973765373},{"text":"For one for the contract, one for the delivery.","start":146.14,"end":148.8,"sentiment":"neutral","sentiment_score":-0.015773535292181704},{"text":"Okay.","start":152.45999,"end":152.95999,"sentiment":"neutral","sentiment_score":0.15400202572345734},{"text":"So, okay, can you send me the invoice?","start":153.18,"end":156.685,"sentiment":"neutral","sentiment_score":0.11191291082650423},{"text":"I didn't I I I didn't receive the invoice yet.","start":166.425,"end":170.18,"sentiment":"neutral","sentiment_score":-0.1279261026531458}],"sentiment":"neutral","sentiment_score":-0.017482855470117294,"num_words":33,"start":143.02,"end":170.18},{"sentences":[{"text":"So I I only received, like, the details from the order, which is include the, $76 and 1 $20 six month contract.","start":170.64,"end":184.61499,"sentiment":"neutral","sentiment_score":0.02254887060685591},{"text":"So totally is $9.96 and already paid for it.","start":185.315,"end":189.575,"sentiment":"neutral","sentiment_score":0.14926467256413567},{"text":"So so I I thought so before I saw there's I there's no need to pay $20.00 free.","start":189.635,"end":198.79999,"sentiment":"neutral","sentiment_score":-0.0027275955718424577},{"text":"So now I know I have to pay that.","start":199.01999,"end":201.18,"sentiment":"neutral","sentiment_score":-0.1968209164010154},{"text":"So what if I want to change the plan?","start":201.18,"end":203.84,"sentiment":"neutral","sentiment_score":-0.07569542982512051}],"sentiment":"neutral","sentiment_score":-0.009884875073139347,"num_words":67,"start":170.64,"end":203.84},{"sentences":[{"text":"So okay.","start":216.71501,"end":218.335,"sentiment":"neutral","sentiment_score":0.20606251806020737},{"text":"So so what about I have think about that and have a look about that and I call you later.","start":219.35501,"end":228.28,"sentiment":"neutral","sentiment_score":0.14039088524878024},{"text":"Is it alright?","start":228.28,"end":229.09999,"sentiment":"neutral","sentiment_score":0.11156511058410008},{"text":"Yeah.","start":243.975,"end":244.375,"sentiment":"neutral","sentiment_score":0.022752506658434868},{"text":"I knew that.","start":244.375,"end":245.175,"sentiment":"neutral","sentiment_score":-0.031360903133948646}],"sentiment":"neutral","sentiment_score":0.12011406448637617,"num_words":29,"start":216.71501,"end":245.175},{"sentences":[{"text":"So I want to ask, like, if I change the plan to the cheaper one.","start":245.175,"end":250.16,"sentiment":"neutral","sentiment_score":-0.0750793126722177},{"text":"So if the speed is not enough, not fast enough, can I still operate, like, after?","start":250.3,"end":255.68,"sentiment":"neutral","sentiment_score":-0.10834208317101002},{"text":"So alright.","start":265.195,"end":266.155,"sentiment":"neutral","sentiment_score":0.19850145280361176},{"text":"So can can you help me to, like, change it right now, and I can repay it for that?","start":266.155,"end":272.875,"sentiment":"neutral","sentiment_score":0.1615718689404036},{"text":"Because, like, before that, I thought I don't need to pay, like, $20.","start":272.875,"end":276.495,"sentiment":"neutral","sentiment_score":-0.07271751216970958}],"sentiment":"neutral","sentiment_score":-0.005201880977703975,"num_words":65,"start":245.175,"end":276.495},{"sentences":[{"text":"So now I still want to change it back to the cheaper one.","start":276.75,"end":279.81,"sentiment":"neutral","sentiment_score":-0.03697583767083975},{"text":"50, please.","start":292.245,"end":293.945,"sentiment":"neutral","sentiment_score":0.0242563309147954},{"text":"Yeah.","start":305.365,"end":305.685,"sentiment":"neutral","sentiment_score":0.10819341242313384},{"text":"Sure.","start":305.685,"end":306.185,"sentiment":"neutral","sentiment_score":0.026912126690149307},{"text":"So I want to change to the Supa Zebra Boost, which is the 50 yeah.","start":306.56998,"end":314.56998,"sentiment":"neutral","sentiment_score":0.07046605795621871}],"sentiment":"neutral","sentiment_score":0.023747599392663687,"num_words":32,"start":276.75,"end":314.56998},{"sentences":[{"text":"Yeah.","start":314.56998,"end":314.88998,"sentiment":"neutral","sentiment_score":0.07741723954677582},{"text":"Yeah.","start":314.88998,"end":315.21,"sentiment":"neutral","sentiment_score":0.07697450369596481},{"text":"$50.20.","start":315.21,"end":316.11,"sentiment":"neutral","sentiment_score":0.08886359632015228},{"text":"That one.","start":316.33,"end":317.06998,"sentiment":"neutral","sentiment_score":0.0678926594555378},{"text":"Yeah.","start":334.675,"end":335.175,"sentiment":"neutral","sentiment_score":0.03845197334885597}],"sentiment":"neutral","sentiment_score":0.06958210530380408,"num_words":6,"start":314.56998,"end":335.175},{"sentences":[{"text":"I I paid I paid 76 plus $20 with the contract fee.","start":336.36,"end":342.22,"sentiment":"neutral","sentiment_score":0.019157073150078457},{"text":"Sorry.","start":368.37,"end":368.69,"sentiment":"neutral","sentiment_score":-0.1546538472175598},{"text":"What?","start":368.69,"end":369.19,"sentiment":"neutral","sentiment_score":-0.10307325422763824},{"text":"Okay.","start":377.855,"end":378.355,"sentiment":"neutral","sentiment_score":0.011339880526065826},{"text":"Mhmm.","start":394.33,"end":394.83,"sentiment":"neutral","sentiment_score":-0.003632941283285618}],"sentiment":"neutral","sentiment_score":-0.0012584552750922722,"num_words":16,"start":336.36,"end":394.83},{"sentences":[{"text":"Yep.","start":396.16998,"end":396.66998,"sentiment":"neutral","sentiment_score":0.09057318419218063},{"text":"Yep.","start":397.61,"end":398.11,"sentiment":"neutral","sentiment_score":0.06877045333385468},{"text":"Yep.","start":416.745,"end":417.245,"sentiment":"neutral","sentiment_score":0.04665054380893707},{"text":"So so I want to double check.","start":417.66,"end":419.98,"sentiment":"neutral","sentiment_score":-0.03617348947695324},{"text":"Is it I need to for the changing plan.","start":419.98,"end":424.62003,"sentiment":"neutral","sentiment_score":-0.07163181983762318}],"sentiment":"neutral","sentiment_score":-0.036416138081174144,"num_words":19,"start":396.16998,"end":424.62003},{"sentences":[{"text":"So you so you just, like, cancel the plan I got before, and I need to order one more.","start":424.62003,"end":431.76,"sentiment":"neutral","sentiment_score":-0.07882572377198621},{"text":"So is is change your what's the process?","start":431.865,"end":435.72498,"sentiment":"neutral","sentiment_score":-0.024360380601137877},{"text":"Oh, okay.","start":440.505,"end":441.22498,"sentiment":"neutral","sentiment_score":0.034022956155240536},{"text":"So uh-huh.","start":441.22498,"end":444.365,"sentiment":"neutral","sentiment_score":0.01936752372421324},{"text":"So so for the, like, amount, so I just need to pay, like, 11 more in okay.","start":444.425,"end":456.05002,"sentiment":"neutral","sentiment_score":-0.018349288141026217}],"sentiment":"neutral","sentiment_score":-0.03953601531490373,"num_words":48,"start":424.62003,"end":456.05002},{"sentences":[{"text":"So, like, everything okay.","start":456.05002,"end":458.23,"sentiment":"neutral","sentiment_score":0.1168174296617508},{"text":"So okay.","start":458.69,"end":460.545,"sentiment":"neutral","sentiment_score":0.1691194623708725},{"text":"I got you.","start":460.545,"end":461.265,"sentiment":"neutral","sentiment_score":0.1790441373984019},{"text":"Yeah.","start":461.265,"end":461.765,"sentiment":"neutral","sentiment_score":0.13313409686088562},{"text":"And can you send me the invoice as well?","start":464.225,"end":466.645,"sentiment":"neutral","sentiment_score":0.0994345313972897}],"sentiment":"neutral","sentiment_score":0.12477294394844457,"num_words":19,"start":456.05002,"end":466.645},{"sentences":[{"text":"Yep.","start":474.70502,"end":475.025,"sentiment":"neutral","sentiment_score":0.3160855770111084},{"text":"Cool.","start":475.025,"end":475.425,"sentiment":"positive","sentiment_score":0.5558867454528809},{"text":"Thanks.","start":475.425,"end":475.925,"sentiment":"positive","sentiment_score":0.3949577510356903},{"text":"Thank you.","start":478.59692,"end":479.23694,"sentiment":"positive","sentiment_score":0.7046067416667938},{"text":"Bye.","start":479.23694,"end":479.73694,"sentiment":"neutral","sentiment_score":-0.08581085503101349}],"sentiment":"positive","sentiment_score":0.43172211696704227,"num_words":6,"start":474.70502,"end":479.73694}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hi. This is Clara.\n\nChannel 0: Yes. Hello. Good afternoon. This is Maureen from Airtel tech support.\n\nChannel 1: Mhmm.\n\nChannel 0: Yeah. I'm just wanting to inform you that we have activated the service at the address. We just wanted to confirm, do you have do you already have a router or you need to get a new one?\n\nChannel 1: So you have what?\n\nChannel 0: Do you already have the router a router or you need to get a new one?\n\nChannel 1: I think we I think I order a new one.\n\nChannel 0: You mean the free one that is included with the contract?\n\nChannel 1: Yeah. Yeah. Yeah.\n\nChannel 0: Yes. Okay. So regarding that one, we can send you the free router, but we need to we need you first to settle the delivery fee, which is $20.\n\nChannel 1: Oh, you mean that need to include $20 deliver free?\n\nChannel 0: Yeah. Our accounts department will be sending you an invoice for the delivery fee. Then once the payment is settled, we'll then send you the router.\n\nChannel 1: Okay. So I think that one, the $20, it didn't include that that in the order I paid before.\n\nChannel 0: Upon checking your order, this is on the $20 is only for the six month contract. That is the connection fee. Then the plan, which is Superfast Family, 70\n\nChannel 1: Uh-huh.\n\nChannel 0: $6.95. So\n\nChannel 1: Okay.\n\nChannel 0: the delivery\n\nChannel 1: So\n\nChannel 0: fee, yeah, it's not yet included.\n\nChannel 1: so you mean I need to pay $20 to to for the delivery right now. Right?\n\nChannel 0: Yeah. That's correct. Just please do wait for our accounts department. They will they will invoice you for that.\n\nChannel 1: Okay. Okay. So I have checked my order received from you guys before. I think it already includes $20 contract in the contract.\n\nChannel 0: Yeah. That is for the connection fee. That not for the delivery fee of the router.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm.\n\nChannel 1: So this is separate. Right? You mean?\n\nChannel 0: I'm sorry?\n\nChannel 1: So this is separate. Right? I have pay, like, $220. For one for the contract, one for the delivery.\n\nChannel 0: Yeah. Yeah. That's correct.\n\nChannel 1: Okay. So, okay, can you send me the invoice?\n\nChannel 0: Yeah. I'll I'll inform our accounts department. I think they're already sending you the invoice.\n\nChannel 1: I didn't\n\nChannel 0: Mhmm.\n\nChannel 1: I I I didn't receive the invoice yet. So I I only received, like, the details from the order, which is include the, $76 and 1 $20 six month contract. So totally is $9.96 and already\n\nChannel 0: Yes.\n\nChannel 1: paid for\n\nChannel 0: Mhmm.\n\nChannel 1: it. So so\n\nChannel 0: Yep.\n\nChannel 1: I I thought so before I saw there's I there's no need to pay $20.00 free. So now I know I have to pay that. So what if I want to change the plan?\n\nChannel 0: Yeah. We can change the plan right now as the activation is still fresh.\n\nChannel 1: So okay. So so what about I have think about that and have a look about that and I call you later. Is it alright?\n\nChannel 0: Yeah. Sure. Just give us a callback then on what plan are we going to proceed. But as of the moment, your plan is SupaFamily, which is the 500 over 500 MBPS.\n\nChannel 1: Yeah. I knew that. So I want to ask, like, if I change the plan to the cheaper one. So if the speed is not enough, not fast enough, can I still operate, like, after?\n\nChannel 0: Yeah. We can upgrade anytime. Just give us a heads up so that we can arrange it.\n\nChannel 1: So alright. So can can you help me to, like, change it right now, and I can repay it for that? Because, like, before that, I thought I don't need to pay, like, $20. So now I still want to change it back to the cheaper one.\n\nChannel 0: Okay. Hang on. Let me just check. So you want to downgrade to 50 or 20 MBPS?\n\nChannel 1: 50, please.\n\nChannel 0: Okay. Okay. Hang on. Let me just process it.\n\nChannel 1: Yeah. Sure. So I want to change to the Supa Zebra Boost, which is the 50\n\nChannel 0: Mhmm. 50 over 20?\n\nChannel 1: yeah. Yeah. Yeah. $50.20. That one.\n\nChannel 0: 50 over 20 m u p s. Okay. Okay. So this is only $67.45. So if ever the excess for the because you set you paid for the 76.\n\nRight?\n\nChannel 1: Yeah. I\n\nChannel 0: Yeah. So it\n\nChannel 1: I paid I paid 76 plus $20 with the contract fee.\n\nChannel 0: mhmm. Yeah. So and then let me just compute. So there's an excess of $9.5.\n\nChannel 1: Sorry. What?\n\nChannel 0: So if we downgrade it to 50 over 20 Mbps, there is an excess of $9.5.\n\nChannel 1: Okay.\n\nChannel 0: Mhmm. So if ever I will be crediting that this one to the delivery fee, Instead of $20, you'll be settling $11\n\nChannel 1: Mhmm.\n\nChannel 0: instead of 10.\n\nChannel 1: Yep.\n\nChannel 0: Is that correct? Mhmm.\n\nChannel 1: Yep.\n\nChannel 0: Okay. Then we'll process that plan change change changing of plan. Then I'll inform our accounts department regarding the access that they they credited to the delivery fee instead.\n\nChannel 1: Yep. So\n\nChannel 0: Mhmm.\n\nChannel 1: so I want to double check. Is it I need to for the changing plan. So you so you just, like, cancel the plan I got before, and I need to order one more. So is is change your what's the process?\n\nChannel 0: No. We can change it on our end instead.\n\nChannel 1: Oh,\n\nChannel 0: We'll\n\nChannel 1: okay.\n\nChannel 0: just\n\nChannel 1: So\n\nChannel 0: inform you once it's done. Mhmm.\n\nChannel 1: uh-huh. So so for the, like, amount, so I just need to pay, like, 11 more in\n\nChannel 0: Yeah. For the delivery fee.\n\nChannel 1: okay. So, like, everything okay. So okay. I got you. Yeah.\n\nAnd can you send me the invoice as well?\n\nChannel 0: Mhmm. Yeah. I will be sending you an invoice once I I'm done with changing the plan.\n\nChannel 1: Yep. Cool. Thanks.\n\nChannel 0: Okay. Thank you. Bye.\n\nChannel 1: Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.1999999,"end":1.52,"sentiment":"neutral","sentiment_score":0.07575186342000961},{"text":"This is Clara.","start":1.52,"end":2.42,"sentiment":"neutral","sentiment_score":0.07389293859402339}],"sentiment":"neutral","sentiment_score":0.07435766980051994,"channel":1,"num_words":4,"start":1.1999999,"end":2.42},{"sentences":[{"text":"Yes.","start":3.28,"end":3.6,"sentiment":"neutral","sentiment_score":0.2026694118976593},{"text":"Hello.","start":3.6,"end":3.9199998,"sentiment":"neutral","sentiment_score":0.24586501717567444},{"text":"Good afternoon.","start":3.9199998,"end":4.64,"sentiment":"positive","sentiment_score":0.4571893513202667},{"text":"This is Maureen from Airtel tech support.","start":4.64,"end":7.14,"sentiment":"neutral","sentiment_score":0.2976528363568442}],"sentiment":"neutral","sentiment_score":0.3133166351101615,"channel":0,"num_words":11,"start":3.28,"end":7.14},{"sentences":[{"text":"Mhmm.","start":8.4,"end":8.9,"sentiment":"neutral","sentiment_score":0.0868825763463974}],"sentiment":"neutral","sentiment_score":0.0868825763463974,"channel":1,"num_words":1,"start":8.4,"end":8.9},{"sentences":[{"text":"Yeah.","start":9.36,"end":9.5199995,"sentiment":"neutral","sentiment_score":0.10470220446586607},{"text":"I'm just wanting to inform you that we have activated the service at the address.","start":9.5199995,"end":14.505,"sentiment":"neutral","sentiment_score":0.21743119458357493},{"text":"We just wanted to confirm, do you have do you already have a router or you need to get a new one?","start":15.045,"end":20.904999,"sentiment":"neutral","sentiment_score":0.0660092503848401}],"sentiment":"neutral","sentiment_score":0.12679930609699927,"channel":0,"num_words":38,"start":9.36,"end":20.904999},{"sentences":[{"text":"So you have what?","start":21.675,"end":22.895,"sentiment":"neutral","sentiment_score":0.002285424852743745}],"sentiment":"neutral","sentiment_score":0.002285424852743745,"channel":1,"num_words":4,"start":21.675,"end":22.895},{"sentences":[{"text":"Do you already have the router a router or you need to get a new one?","start":24.244999,"end":29.810001,"sentiment":"neutral","sentiment_score":-0.003664287505671382}],"sentiment":"neutral","sentiment_score":-0.003664287505671382,"channel":0,"num_words":16,"start":24.244999,"end":29.810001},{"sentences":[{"text":"I think we I think I order a new one.","start":30.49,"end":33.71,"sentiment":"neutral","sentiment_score":0.020441154018044472}],"sentiment":"neutral","sentiment_score":0.020441154018044472,"channel":1,"num_words":10,"start":30.49,"end":33.71},{"sentences":[{"text":"You mean the free one that is included with the contract?","start":36.91,"end":40.21,"sentiment":"neutral","sentiment_score":0.06515512801706791}],"sentiment":"neutral","sentiment_score":0.06515512801706791,"channel":0,"num_words":11,"start":36.91,"end":40.21},{"sentences":[{"text":"Yeah.","start":40.81,"end":41.05,"sentiment":"neutral","sentiment_score":0.041474126279354095},{"text":"Yeah.","start":41.05,"end":41.29,"sentiment":"neutral","sentiment_score":0.03883194923400879},{"text":"Yeah.","start":41.29,"end":41.79,"sentiment":"neutral","sentiment_score":0.0491296648979187}],"sentiment":"neutral","sentiment_score":0.04314524680376053,"channel":1,"num_words":3,"start":40.81,"end":41.79},{"sentences":[{"text":"Yes.","start":42.190002,"end":42.555,"sentiment":"neutral","sentiment_score":0.0755864828824997},{"text":"Okay.","start":42.635002,"end":42.955,"sentiment":"neutral","sentiment_score":0.048547182232141495},{"text":"So regarding that one, we can send you the free router, but we need to we need you first to settle the delivery fee, which is $20.","start":42.955,"end":51.375,"sentiment":"neutral","sentiment_score":0.022202684371559707}],"sentiment":"neutral","sentiment_score":0.0249519359705777,"channel":0,"num_words":29,"start":42.190002,"end":51.375},{"sentences":[{"text":"Oh, you mean that need to include $20 deliver free?","start":52.715,"end":57.24,"sentiment":"neutral","sentiment_score":-0.0012826062738895418}],"sentiment":"neutral","sentiment_score":-0.0012826062738895418,"channel":1,"num_words":10,"start":52.715,"end":57.24},{"sentences":[{"text":"Yeah.","start":58.19,"end":58.69,"sentiment":"neutral","sentiment_score":0.020648399367928505},{"text":"Our accounts department will be sending you an invoice for the delivery fee.","start":59.469997,"end":64.05,"sentiment":"neutral","sentiment_score":0.032115403849344984},{"text":"Then once the payment is settled, we'll then send you the router.","start":64.27,"end":67.65,"sentiment":"neutral","sentiment_score":0.05933600493396322}],"sentiment":"neutral","sentiment_score":0.04423771956219123,"channel":0,"num_words":26,"start":58.19,"end":67.65},{"sentences":[{"text":"Okay.","start":70.295,"end":70.795,"sentiment":"neutral","sentiment_score":0.014505606144666672},{"text":"So I think that one, the $20, it didn't include that that in the order I paid before.","start":70.935,"end":78.715,"sentiment":"neutral","sentiment_score":-0.039090090017351836}],"sentiment":"neutral","sentiment_score":-0.03626926390356139,"channel":1,"num_words":19,"start":70.295,"end":78.715},{"sentences":[{"text":"Upon checking your order, this is on the $20 is only for the six month contract.","start":81.055,"end":86.915,"sentiment":"neutral","sentiment_score":-0.04131617839448154},{"text":"That is the connection fee.","start":87.14,"end":88.68,"sentiment":"neutral","sentiment_score":0.00011709332466125488},{"text":"Then the plan, which is Superfast Family, 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delivery","start":97.22,"end":98.03999,"sentiment":"neutral","sentiment_score":-0.041668808087706566}],"sentiment":"neutral","sentiment_score":-0.041668808087706566,"channel":0,"num_words":2,"start":97.22,"end":98.03999},{"sentences":[{"text":"So","start":97.675,"end":98.175,"sentiment":"neutral","sentiment_score":-0.07587002962827682}],"sentiment":"neutral","sentiment_score":-0.07587002962827682,"channel":1,"num_words":1,"start":97.675,"end":98.175},{"sentences":[{"text":"fee, yeah, it's not yet included.","start":98.18,"end":100.03999,"sentiment":"neutral","sentiment_score":-0.09881708274284999}],"sentiment":"neutral","sentiment_score":-0.09881708274284999,"channel":0,"num_words":6,"start":98.18,"end":100.03999},{"sentences":[{"text":"so you mean I need to pay $20 to to for the delivery right now.","start":101.355,"end":107.835,"sentiment":"neutral","sentiment_score":-0.08093709349632264},{"text":"Right?","start":107.835,"end":108.335,"sentiment":"neutral","sentiment_score":-0.01530955731868744}],"sentiment":"neutral","sentiment_score":-0.07683537248522043,"channel":1,"num_words":16,"start":101.355,"end":108.335},{"sentences":[{"text":"Yeah.","start":108.725,"end":108.965,"sentiment":"neutral","sentiment_score":0.0158186387270689},{"text":"That's correct.","start":108.965,"end":109.704994,"sentiment":"neutral","sentiment_score":0.07107279449701309},{"text":"Just please do wait for our accounts department.","start":110.16499,"end":112.585,"sentiment":"neutral","sentiment_score":-0.08791119698435068},{"text":"They will they will invoice you for that.","start":113.125,"end":116.585,"sentiment":"neutral","sentiment_score":-0.034438942559063435}],"sentiment":"neutral","sentiment_score":-0.04320194150664305,"channel":0,"num_words":19,"start":108.725,"end":116.585},{"sentences":[{"text":"Okay.","start":117.079994,"end":117.24,"sentiment":"neutral","sentiment_score":0.013998327776789663},{"text":"Okay.","start":117.24,"end":117.72,"sentiment":"neutral","sentiment_score":0.016675394028425217},{"text":"So I have checked my order received from you guys before.","start":117.72,"end":123.02,"sentiment":"neutral","sentiment_score":0.02524256028912284},{"text":"I think it already includes $20 contract in the contract.","start":123.305,"end":128.285,"sentiment":"neutral","sentiment_score":0.030252350121736528}],"sentiment":"neutral","sentiment_score":0.026559364617518757,"channel":1,"num_words":23,"start":117.079994,"end":128.285},{"sentences":[{"text":"Yeah.","start":129.66,"end":129.98,"sentiment":"neutral","sentiment_score":-0.0160212479531765},{"text":"That is for the connection fee.","start":129.98,"end":131.82,"sentiment":"neutral","sentiment_score":-0.023339437941710155},{"text":"That not for the delivery fee of the 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mean?","start":138.185,"end":138.78,"sentiment":"neutral","sentiment_score":-0.060543954372406006}],"sentiment":"neutral","sentiment_score":-0.052421189312423976,"channel":1,"num_words":7,"start":136.425,"end":138.78},{"sentences":[{"text":"I'm sorry?","start":140.225,"end":140.96501,"sentiment":"neutral","sentiment_score":-0.08911106362938881}],"sentiment":"neutral","sentiment_score":-0.08911106362938881,"channel":0,"num_words":2,"start":140.225,"end":140.96501},{"sentences":[{"text":"So this is separate.","start":141.74,"end":142.78,"sentiment":"neutral","sentiment_score":-0.07652853429317474},{"text":"Right?","start":142.78,"end":143.02,"sentiment":"neutral","sentiment_score":-0.03609699010848999},{"text":"I have pay, like, $220.","start":143.02,"end":145.68,"sentiment":"neutral","sentiment_score":-0.04100333973765373},{"text":"For one for the contract, one for the 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invoice?","start":153.18,"end":156.685,"sentiment":"neutral","sentiment_score":0.11191291082650423}],"sentiment":"neutral","sentiment_score":0.11658947914838791,"channel":1,"num_words":9,"start":152.45999,"end":156.685},{"sentences":[{"text":"Yeah.","start":157.75,"end":158.25,"sentiment":"neutral","sentiment_score":0.1056808978319168},{"text":"I'll I'll inform our accounts department.","start":158.39,"end":161.04999,"sentiment":"neutral","sentiment_score":0.1341454858581225},{"text":"I think they're already sending you the invoice.","start":161.565,"end":163.745,"sentiment":"neutral","sentiment_score":0.13975931331515312}],"sentiment":"neutral","sentiment_score":0.1352418879667918,"channel":0,"num_words":15,"start":157.75,"end":163.745},{"sentences":[{"text":"I 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already","start":185.315,"end":188.595,"sentiment":"neutral","sentiment_score":0.13678297524650893}],"sentiment":"neutral","sentiment_score":0.004211781960394647,"channel":1,"num_words":36,"start":167.225,"end":188.595},{"sentences":[{"text":"Yes.","start":188.31,"end":188.81,"sentiment":"neutral","sentiment_score":0.16369330883026123}],"sentiment":"neutral","sentiment_score":0.16369330883026123,"channel":0,"num_words":1,"start":188.31,"end":188.81},{"sentences":[{"text":"paid 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alright?","start":228.28,"end":229.09999,"sentiment":"neutral","sentiment_score":0.11156511058410008}],"sentiment":"neutral","sentiment_score":0.1421855229139328,"channel":1,"num_words":25,"start":216.71501,"end":229.09999},{"sentences":[{"text":"Yeah.","start":230.16501,"end":230.485,"sentiment":"neutral","sentiment_score":0.11381866037845612},{"text":"Sure.","start":230.485,"end":230.88501,"sentiment":"neutral","sentiment_score":0.18649891018867493},{"text":"Just give us a callback then on what plan are we going to proceed.","start":230.88501,"end":235.945,"sentiment":"neutral","sentiment_score":0.12677129145179475},{"text":"But as of the moment, your plan is SupaFamily, which is the 500 over 500 MBPS.","start":236.22,"end":242.87999,"sentiment":"neutral","sentiment_score":0.06283664889633656}],"sentiment":"neutral","sentiment_score":0.09626568853855133,"channel":0,"num_words":32,"start":230.16501,"end":242.87999},{"sentences":[{"text":"Yeah.","start":243.975,"end":244.375,"sentiment":"neutral","sentiment_score":0.022752506658434868},{"text":"I knew that.","start":244.375,"end":245.175,"sentiment":"neutral","sentiment_score":-0.031360903133948646},{"text":"So I want to ask, like, if I change the plan to the cheaper one.","start":245.175,"end":250.16,"sentiment":"neutral","sentiment_score":-0.0750793126722177},{"text":"So if the speed is not enough, not fast enough, can I still operate, like, 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that?","start":266.155,"end":272.875,"sentiment":"neutral","sentiment_score":0.1615718689404036},{"text":"Because, like, before that, I thought I don't need to pay, like, $20.","start":272.875,"end":276.495,"sentiment":"neutral","sentiment_score":-0.07271751216970958},{"text":"So now I still want to change it back to the cheaper one.","start":276.75,"end":279.81,"sentiment":"neutral","sentiment_score":-0.03697583767083975}],"sentiment":"neutral","sentiment_score":0.04342244399037767,"channel":1,"num_words":47,"start":265.195,"end":279.81},{"sentences":[{"text":"Okay.","start":281.42502,"end":281.665,"sentiment":"neutral","sentiment_score":0.044554203748703},{"text":"Hang on.","start":281.665,"end":282.065,"sentiment":"neutral","sentiment_score":0.009802861139178276},{"text":"Let me just check.","start":282.065,"end":283.285,"sentiment":"neutral","sentiment_score":0.03420556616038084},{"text":"So you want to downgrade to 50 or 20 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20?","start":312.915,"end":314.215,"sentiment":"neutral","sentiment_score":0.03468595196803411}],"sentiment":"neutral","sentiment_score":0.034689946100115776,"channel":0,"num_words":4,"start":312.835,"end":314.215},{"sentences":[{"text":"yeah.","start":314.25,"end":314.56998,"sentiment":"neutral","sentiment_score":0.057133618742227554},{"text":"Yeah.","start":314.56998,"end":314.88998,"sentiment":"neutral","sentiment_score":0.07741723954677582},{"text":"Yeah.","start":314.88998,"end":315.21,"sentiment":"neutral","sentiment_score":0.07697450369596481},{"text":"$50.20.","start":315.21,"end":316.11,"sentiment":"neutral","sentiment_score":0.08886359632015228},{"text":"That one.","start":316.33,"end":317.06998,"sentiment":"neutral","sentiment_score":0.0678926594555378}],"sentiment":"neutral","sentiment_score":0.072695712869366,"channel":1,"num_words":6,"start":314.25,"end":317.06998},{"sentences":[{"text":"50 over 20 m u p 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$9.5.","start":361.645,"end":365.025,"sentiment":"neutral","sentiment_score":-0.09152087817589442}],"sentiment":"neutral","sentiment_score":-0.052489171363413335,"channel":0,"num_words":15,"start":342.075,"end":365.025},{"sentences":[{"text":"Sorry.","start":368.37,"end":368.69,"sentiment":"neutral","sentiment_score":-0.1546538472175598},{"text":"What?","start":368.69,"end":369.19,"sentiment":"neutral","sentiment_score":-0.10307325422763824}],"sentiment":"neutral","sentiment_score":-0.12886355072259903,"channel":1,"num_words":2,"start":368.37,"end":369.19},{"sentences":[{"text":"So if we downgrade it to 50 over 20 Mbps, there is an excess of 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$11","start":380.91,"end":393.365,"sentiment":"neutral","sentiment_score":0.028765407834379447}],"sentiment":"neutral","sentiment_score":0.028896675826135008,"channel":0,"num_words":22,"start":379.23,"end":393.365},{"sentences":[{"text":"Mhmm.","start":394.33,"end":394.83,"sentiment":"neutral","sentiment_score":-0.003632941283285618}],"sentiment":"neutral","sentiment_score":-0.003632941283285618,"channel":1,"num_words":1,"start":394.33,"end":394.83},{"sentences":[{"text":"instead of 10.","start":394.38498,"end":395.365,"sentiment":"neutral","sentiment_score":-0.006355193754037221}],"sentiment":"neutral","sentiment_score":-0.006355193754037221,"channel":0,"num_words":3,"start":394.38498,"end":395.365},{"sentences":[{"text":"Yep.","start":396.16998,"end":396.66998,"sentiment":"neutral","sentiment_score":0.09057318419218063}],"sentiment":"neutral","sentiment_score":0.09057318419218063,"channel":1,"num_words":1,"start":396.16998,"end":396.66998},{"sentences":[{"text":"Is that correct?","start":396.305,"end":397.205,"sentiment":"neutral","sentiment_score":0.07586799561977386},{"text":"Mhmm.","start":397.26498,"end":397.76498,"sentiment":"neutral","sentiment_score":0.030601702630519867}],"sentiment":"neutral","sentiment_score":0.06455142237246037,"channel":0,"num_words":4,"start":396.305,"end":397.76498},{"sentences":[{"text":"Yep.","start":397.61,"end":398.11,"sentiment":"neutral","sentiment_score":0.06877045333385468}],"sentiment":"neutral","sentiment_score":0.06877045333385468,"channel":1,"num_words":1,"start":397.61,"end":398.11},{"sentences":[{"text":"Okay.","start":399.905,"end":400.305,"sentiment":"neutral","sentiment_score":0.07843463122844696},{"text":"Then we'll process that plan change change changing of plan.","start":400.305,"end":406.34,"sentiment":"neutral","sentiment_score":0.04364104848355055},{"text":"Then I'll inform our accounts department regarding the access that they they credited to the delivery fee 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you once it's done.","start":441.28,"end":442.98,"sentiment":"neutral","sentiment_score":0.035722599178552625},{"text":"Mhmm.","start":443.04,"end":443.54,"sentiment":"neutral","sentiment_score":0.003998178523033857}],"sentiment":"neutral","sentiment_score":0.030435195735966165,"channel":0,"num_words":6,"start":441.28,"end":443.54},{"sentences":[{"text":"uh-huh.","start":443.865,"end":444.365,"sentiment":"neutral","sentiment_score":-0.004161342512816191},{"text":"So so for the, like, amount, so I just need to pay, like, 11 more in","start":444.425,"end":452.85,"sentiment":"neutral","sentiment_score":-0.024107392877340317}],"sentiment":"neutral","sentiment_score":-0.022934095797074193,"channel":1,"num_words":17,"start":443.865,"end":452.85},{"sentences":[{"text":"Yeah.","start":452.82498,"end":453.22498,"sentiment":"neutral","sentiment_score":-0.0004932796582579613},{"text":"For the delivery 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well?","start":464.225,"end":466.645,"sentiment":"neutral","sentiment_score":0.0994345313972897}],"sentiment":"neutral","sentiment_score":0.0994345313972897,"channel":1,"num_words":9,"start":464.225,"end":466.645},{"sentences":[{"text":"Mhmm.","start":467.03,"end":467.27002,"sentiment":"neutral","sentiment_score":0.0633954256772995},{"text":"Yeah.","start":467.27002,"end":467.77002,"sentiment":"neutral","sentiment_score":0.12996438145637512},{"text":"I will be sending you an invoice once I I'm done with changing the 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you.","start":476.98694,"end":477.70694,"sentiment":"positive","sentiment_score":0.7751020789146423},{"text":"Bye.","start":477.70694,"end":478.20694,"sentiment":"positive","sentiment_score":0.5158755779266357}],"sentiment":"positive","sentiment_score":0.620230957865715,"channel":0,"num_words":4,"start":476.42694,"end":478.20694},{"sentences":[{"text":"Thank you.","start":478.59692,"end":479.23694,"sentiment":"positive","sentiment_score":0.7046067416667938},{"text":"Bye.","start":479.23694,"end":479.73694,"sentiment":"neutral","sentiment_score":-0.08581085503101349}],"sentiment":"positive","sentiment_score":0.4411342094341914,"channel":1,"num_words":3,"start":478.59692,"end":479.73694}]},"summary":{"result":"success","short":"A representative from Airtel tech support called a customer to confirm if they have activated their service and if they need to get a new router. The customer was informed that the service is still activated and that they need to pay a $20 delivery fee to receive a new router. The representative also informed the customer that they can change their plan and that they will send an invoice once they complete the process."},"intents":{"segments":[{"text":"I'm just wanting to inform you that we have activated the service at the address. We just wanted to confirm, do you have do you already have a router or you need to get a new one? So you have what?","start_word":17,"end_word":57,"intents":[{"intent":"Confirm router availability","confidence_score":0.26175243}]},{"text":"Then the plan, which is Superfast Family, 70 Uh-huh. $6.95.","start_word":203,"end_word":212,"intents":[{"intent":"Inquire about plan details","confidence_score":0.0028365678}]},{"text":"I have pay, like, $220. For one for the contract, one for the delivery. Yeah.","start_word":314,"end_word":328,"intents":[{"intent":"Confirm payment terms","confidence_score":0.00017140873}]},{"text":"Yeah.","start_word":437,"end_word":437,"intents":[{"intent":"Change plan","confidence_score":0.16201621}]},{"text":"So I want to change to the Supa Zebra Boost, which is the 50 Mhmm. 50 over 20?","start_word":638,"end_word":655,"intents":[{"intent":"Change plan","confidence_score":0.6414996}]},{"text":"So I want to change to the Supa Zebra Boost, which is the 50 Mhmm. 50 over 20? yeah.","start_word":638,"end_word":656,"intents":[{"intent":"Process plan change","confidence_score":0.47055182}]},{"text":"So there's an excess of $9.5. Sorry.","start_word":716,"end_word":722,"intents":[{"intent":"Calculate excess","confidence_score":0.09244595}]},{"text":"And can you send me the invoice as well? Mhmm. Yeah.","start_word":900,"end_word":910,"intents":[{"intent":"Send invoice","confidence_score":0.335438}]}]},"sentiments":{"segments":[{"text":"Hi. This is Clara. Yes. Hello.","start_word":0,"end_word":5,"sentiment":"neutral","sentiment_score":0.13199472427368164},{"text":"Good afternoon.","start_word":6,"end_word":7,"sentiment":"positive","sentiment_score":0.4491588771343231},{"text":"This is Maureen from Airtel tech support. Mhmm. Yeah. I'm just wanting to inform you that we have activated the service at the address. We just wanted to confirm, do you have do you already have a router or you need to get a new one? So you have what? Do you already have the router a router or you need to get a new one? I think we I think I order a new one. You mean the free one that is included with the contract? Yeah. Yeah. Yeah. Yes. Okay. So regarding that one, we can send you the free router, but we need to we need you first to settle the delivery fee, which is $20. Oh, you mean that need to include $20 deliver free? Yeah. Our accounts department will be sending you an invoice for the delivery fee. Then once the payment is settled, we'll then send you the router. Okay. So I think that one, the $20, it didn't include that that in the order I paid before. Upon checking your order, this is on the $20 is only for the six month contract. That is the connection fee. Then the plan, which is Superfast Family, 70 Uh-huh. $6.95. So Okay. the delivery So fee, yeah, it's not yet included. so you mean I need to pay $20 to to for the delivery right now. Right? Yeah. That's correct. Just please do wait for our accounts department. They will they will invoice you for that. Okay. Okay. So I have checked my order received from you guys before. I think it already includes $20 contract in the contract. Yeah. That is for the connection fee. That not for the delivery fee of the router. Okay. Mhmm. So this is separate. Right? You mean? I'm sorry? So this is separate. Right? I have pay, like, $220. For one for the contract, one for the delivery. Yeah. Yeah. That's correct. Okay. So, okay, can you send me the invoice? Yeah. I'll I'll inform our accounts department. I think they're already sending you the invoice. I didn't Mhmm. I I I didn't receive the invoice yet. So I I only received, like, the details from the order, which is include the, $76 and 1 $20 six month contract. So totally is $9.96 and already Yes. paid for Mhmm. it. So so Yep. I I thought so before I saw there's I there's no need to pay $20.00 free. So now I know I have to pay that. So what if I want to change the plan? Yeah. We can change the plan right now as the activation is still fresh. So okay. So so what about I have think about that and have a look about that and I call you later. Is it alright? Yeah. Sure. Just give us a callback then on what plan are we going to proceed. But as of the moment, your plan is SupaFamily, which is the 500 over 500 MBPS. Yeah. I knew that. So I want to ask, like, if I change the plan to the cheaper one. So if the speed is not enough, not fast enough, can I still operate, like, after? Yeah. We can upgrade anytime. Just give us a heads up so that we can arrange it. So alright. So can can you help me to, like, change it right now, and I can repay it for that? Because, like, before that, I thought I don't need to pay, like, $20. So now I still want to change it back to the cheaper one. Okay. Hang on. Let me just check. So you want to downgrade to 50 or 20 MBPS? 50, please. Okay. Okay. Hang on. Let me just process it. Yeah. Sure. So I want to change to the Supa Zebra Boost, which is the 50 Mhmm. 50 over 20? yeah. Yeah. Yeah. $50.20. That one. 50 over 20 m u p s. Okay. Okay. So this is only $67.45. So if ever the excess for the because you set you paid for the 76. Right? Yeah. I Yeah. So it I paid I paid 76 plus $20 with the contract fee. mhmm. Yeah. So and then let me just compute. So there's an excess of $9.5. Sorry. What? So if we downgrade it to 50 over 20 Mbps, there is an excess of $9.5. Okay. Mhmm. So if ever I will be crediting that this one to the delivery fee, Instead of $20, you'll be settling $11 Mhmm. instead of 10. Yep. Is that correct? Mhmm. Yep. Okay. Then we'll process that plan change change changing of plan. Then I'll inform our accounts department regarding the access that they they credited to the delivery fee instead. Yep. So Mhmm. so I want to double check. Is it I need to for the changing plan. So you so you just, like, cancel the plan I got before, and I need to order one more. So is is change your what's the process? No. We can change it on our end instead. Oh, We'll okay. just So inform you once it's done. Mhmm. uh-huh. So so for the, like, amount, so I just need to pay, like, 11 more in Yeah. For the delivery fee. okay. So, like, everything okay. So okay. I got you. Yeah. And can you send me the invoice as well? Mhmm. Yeah. I will be sending you an invoice once I I'm done with changing the plan. Yep.","start_word":8,"end_word":926,"sentiment":"neutral","sentiment_score":0.029725482573852317},{"text":"Cool. Thanks. Okay. Thank you. Bye. Thank you. Bye.","start_word":927,"end_word":935,"sentiment":"positive","sentiment_score":0.5697363217671713}],"average":{"sentiment":"neutral","sentiment_score":0.03874979033636577}}}}