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Thank you so much for answering my phone call. This is in reference to your August Internet invoice. Actually, this is your first invoice with Airtel, and it was due yesterday. We're just checking if you need any assistance to process your payment, at the same time set up your direct debit. Oh, that's great. You process your payment via BPAY? Yeah. Okay. That's the reason why. So, technically, we will be receiving the payment within one to three banking days. But thank you so much for letting me know. In that way, I could have it notated on the account. So you sent, like, the amount. Right? A four because, actually, the reason why I'm also trying to get in hold with you is, there was a late fee assessed on the account because our billing process has been set up. All overdue invoices after the eleventh will assess a $10 late fee, the twelfth of each month, and that is today. But you mentioned you sent the amount this morning? Okay. Would you mind I'm sorry. Would you mind verifying how much you sent? Yes. Yes. I sent you an email, and then we're checking if you need any assistance with setup since this is your first invoice from Airtel, something like that. Mhmm. Alright. That's wonderful. So Okay. So, technically, you haven't received the invoice sent August 1 because oh, okay. I'm so sorry. Maybe it's in your trash or spam. Mm-mm. I understand. But, yeah, since I have Vindelo, would you like me to help you set up over the phone? You can use your card or bank account. So moving forward by next month, it will be processed by direct debit. So we can we will not need to do it again and again, or you don't mhmm. Oh, okay. Oh, sure. So anyway, I appreciate your time if you don't have any chance to provide your bank details. So here's what I'm going to do. By end of the month, is it okay to give you a call to set up your direct debit so it will be ready by next month? Sure. Any best time to call you within office hours? Four. Mhmm. Okay. Sure. I'll just call you back last week of this month so we can set up your direct debit so it will be ready by September. And then we will just wait go ahead, please. Mhmm. No. It's not. I do see in here that your plan is 50 Mbps. But if you're experiencing a slow speed or slow Internet services, here's what I'm going to do. I will endorse this technical service concern to our technical department, and then they will reach out to you because they will some of these cases, they will be checking or doing some investigation if there's any issue with the speed. Yeah. Mm-mm. Couple of days. Oh, okay. I mhmm. Mm-mm. Alright. Sure. No worries. Thank you so much for letting us know. At least, now we know that you had an issue for a couple of days. In that way, they can sort this out by our tech department. Okay? No worries with that. I'll endorse it. Definitely. Then we'll call you back last week of this month to set up your direct debit. We'll wait for your payment to be posted that you processed yesterday. Okay? Alright. Thank you so much. So once we receive the payment, you also receive a official receipt to your email address for your reference. Okay. Thank you so much. Have a good one, and drive safely. Cheers. 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Hi. Good afternoon. This is Airtel accounts. My name is Melissa.\n\nAm I speaking to Annacole Chester? Hi. How are you today? That's great to hear. I'm fine.\n\nThank you so much for answering my phone call. This is in reference to your August Internet invoice. Actually, this is your first invoice with Airtel, and it was due yesterday. We're just checking if you need any assistance to process your payment, at the same time set up your direct debit. Oh, that's great.\n\nYou process your payment via BPAY? Yeah. Okay. That's the reason why. So, technically, we will be receiving the payment within one to three banking days.\n\nBut thank you so much for letting me know. In that way, I could have it notated on the account. So you sent, like, the amount. Right? A four because, actually, the reason why I'm also trying to get in hold with you is, there was a late fee assessed on the account because our billing process has been set up.\n\nAll overdue invoices after the eleventh will assess a $10 late fee, the twelfth of each month, and that is today. But you mentioned you sent the amount this morning? Okay. Would you mind I'm sorry. Would you mind verifying how much you sent?\n\nYes. Yes. I sent you an email, and then we're checking if you need any assistance with setup since this is your first invoice from Airtel, something like that. Mhmm. Alright.\n\nThat's wonderful. So Okay. So, technically, you haven't received the invoice sent August 1 because oh, okay. I'm so sorry. Maybe it's in your trash or spam.\n\nMm-mm. I understand. But, yeah, since I have Vindelo, would you like me to help you set up over the phone? You can use your card or bank account. So moving forward by next month, it will be processed by direct debit.\n\nSo we can we will not need to do it again and again, or you don't mhmm. Oh, okay. Oh, sure. So anyway, I appreciate your time if you don't have any chance to provide your bank details. So here's what I'm going to do.\n\nBy end of the month, is it okay to give you a call to set up your direct debit so it will be ready by next month? Sure. Any best time to call you within office hours? Four. Mhmm.\n\nOkay. Sure. I'll just call you back last week of this month so we can set up your direct debit so it will be ready by September. And then we will just wait go ahead, please. Mhmm.\n\nNo. It's not. I do see in here that your plan is 50 Mbps. But if you're experiencing a slow speed or slow Internet services, here's what I'm going to do. I will endorse this technical service concern to our technical department, and then they will reach out to you because they will some of these cases, they will be checking or doing some investigation if there's any issue with the speed.\n\nYeah. Mm-mm. Couple of days. Oh, okay. I mhmm.\n\nMm-mm. Alright. Sure. No worries. Thank you so much for letting us know.\n\nAt least, now we know that you had an issue for a couple of days. In that way, they can sort this out by our tech department. Okay? No worries with that. I'll endorse it.\n\nDefinitely. Then we'll call you back last week of this month to set up your direct debit. We'll wait for your payment to be posted that you processed yesterday. Okay? Alright.\n\nThank you so much. So once we receive the payment, you also receive a official receipt to your email address for your reference. Okay. Thank you so much. Have a good one, and drive safely.\n\nCheers. Bye.","paragraphs":[{"sentences":[{"text":"Airtel.","start":6.96,"end":7.46,"sentiment":"neutral","sentiment_score":0.04748173803091049},{"text":"Hi.","start":23.395,"end":23.715,"sentiment":"neutral","sentiment_score":0.10772041976451874},{"text":"Good afternoon.","start":23.715,"end":24.454998,"sentiment":"neutral","sentiment_score":0.22133883833885193},{"text":"This is Airtel accounts.","start":24.755,"end":26.215,"sentiment":"neutral","sentiment_score":0.09980631247162819},{"text":"My name is Melissa.","start":26.48,"end":27.539999,"sentiment":"neutral","sentiment_score":0.06988062895834446}],"sentiment":"neutral","sentiment_score":0.10638563334941864,"num_words":12,"start":6.96,"end":27.539999},{"sentences":[{"text":"Am I speaking to Annacole Chester?","start":27.6,"end":30.02,"sentiment":"neutral","sentiment_score":0.056366766492525734},{"text":"Hi.","start":32.0,"end":32.4,"sentiment":"neutral","sentiment_score":0.2000730335712433},{"text":"How are you today?","start":32.4,"end":33.38,"sentiment":"neutral","sentiment_score":0.26716816797852516},{"text":"That's great to hear.","start":35.04,"end":35.92,"sentiment":"positive","sentiment_score":0.6488437205553055},{"text":"I'm fine.","start":35.92,"end":36.32,"sentiment":"positive","sentiment_score":0.4720092713832855}],"sentiment":"neutral","sentiment_score":0.3027258664369583,"num_words":17,"start":27.6,"end":36.32},{"sentences":[{"text":"Thank you so much for answering my phone call.","start":36.32,"end":38.48,"sentiment":"positive","sentiment_score":0.5417778756883409},{"text":"This is in reference to your August Internet invoice.","start":38.72,"end":42.245,"sentiment":"neutral","sentiment_score":0.17659786343574524},{"text":"Actually, this is your first invoice with Airtel, and it was due yesterday.","start":42.625,"end":47.445,"sentiment":"neutral","sentiment_score":0.12393598315807489},{"text":"We're just checking if you need any assistance to process your payment, at the same 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please.","start":285.91998,"end":289.53998,"sentiment":"neutral","sentiment_score":0.016732156949324742},{"text":"Mhmm.","start":304.75,"end":305.25,"sentiment":"neutral","sentiment_score":-0.040896378457546234}],"sentiment":"neutral","sentiment_score":0.057414636330528034,"num_words":37,"start":275.565,"end":305.25},{"sentences":[{"text":"No.","start":310.03003,"end":310.35,"sentiment":"neutral","sentiment_score":-0.09782420098781586},{"text":"It's not.","start":310.35,"end":310.99002,"sentiment":"neutral","sentiment_score":-0.1268206387758255},{"text":"I do see in here that your plan is 50 Mbps.","start":310.99002,"end":314.77002,"sentiment":"neutral","sentiment_score":-0.05630339478904551},{"text":"But if you're experiencing a slow speed or slow Internet services, here's what I'm going to do.","start":315.23,"end":322.95502,"sentiment":"neutral","sentiment_score":-0.07333698660573539},{"text":"I will endorse this technical service concern to our technical department, and then they 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If you record your name and reason for calling, I'll see if this person is available. Thanks. Please stay on the line. Hello? Yes. You are. You think so? Yes. I've just I'm just paid I'm just paid it today, this morning. Sorry? B b a s b b. Yes. Correct. The the one in the invoice. Because you just emailed me yesterday about the about the invoice because or else I wouldn't know. Yeah. I yeah. Yeah. I got the I got the invoice. And soon as I got the invoice, I I paid I I paid the invoice. So yeah. I haven't got any I haven't got any previous email regarding the invoice. So this is the first in first email about the invoice, and then I just paid it as soon as I got the invoice. Yes. No. And and, also, I tried to do a direct debit, but it's just it's just I couldn't do it. It's just so much the the portal you know, the online portal, it's just so hard to use it. I couldn't it took me a while to do the payment and, like, to do the payment and all. And, also, I was thinking to do the direct debit. And I, yeah, I couldn't I couldn't set up. So I'm actually yeah. I'm I'm driving at the moment. So yeah. So I won't I won't be able to use my phone because I don't know my bank details and all, so I need to check check my phone. Okay. Yeah. Oh, yes, please. Yeah. Yeah. Yes, please. That would be great. Yeah. Yeah. Anytime. Like, I I'm out. I'm not I'm not I'm I'm not working today, but it's just I'm driving now. So yeah. So any time should be fine. It's yeah. Yeah. Okay. Yeah. Yeah. Yeah. Yeah. Also yeah. Also, I would like to ask, because the Internet connection was a bit slow a couple days back. We we were actually using data because the Wi Fi wasn't even it's working, but it's really slow. So is it because it's it was Yeah. Yeah. Because at first because at first, it was fine. Just for past couple days, it's it's getting slower. Yeah. So that before at first, it was fine. So it's just not like, it's been a week or so. 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If you record your name and reason for calling, I'll see if this person is available. Thanks. Please stay on the line. Hello?\n\nYes. You are. You think so? Yes. I've just I'm just paid I'm just paid it today, this morning.\n\nSorry? B b a s b b. Yes. Correct. The the one in the invoice.\n\nBecause you just emailed me yesterday about the about the invoice because or else I wouldn't know. Yeah. I yeah. Yeah. I got the I got the invoice.\n\nAnd soon as I got the invoice, I I paid I I paid the invoice. So yeah. I haven't got any I haven't got any previous email regarding the invoice. So this is the first in first email about the invoice, and then I just paid it as soon as I got the invoice. Yes.\n\nNo. And and, also, I tried to do a direct debit, but it's just it's just I couldn't do it. It's just so much the the portal you know, the online portal, it's just so hard to use it. I couldn't it took me a while to do the payment and, like, to do the payment and all. 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yeah.","start":273.785,"end":274.685,"sentiment":"neutral","sentiment_score":0.1864355280995369}],"sentiment":"neutral","sentiment_score":0.022996377392575658,"num_words":29,"start":256.85,"end":274.685},{"sentences":[{"text":"Yeah.","start":276.585,"end":277.085,"sentiment":"neutral","sentiment_score":0.09021252393722534},{"text":"Okay.","start":277.305,"end":277.805,"sentiment":"neutral","sentiment_score":0.07073923945426941},{"text":"Yeah.","start":278.66498,"end":279.16498,"sentiment":"neutral","sentiment_score":0.04438828304409981},{"text":"Yeah.","start":281.69,"end":282.19,"sentiment":"neutral","sentiment_score":0.06103110313415527},{"text":"Yeah.","start":283.61002,"end":284.11002,"sentiment":"neutral","sentiment_score":0.09946209192276}],"sentiment":"neutral","sentiment_score":0.07316664829850197,"num_words":5,"start":276.585,"end":284.11002},{"sentences":[{"text":"Yeah.","start":286.17,"end":286.57,"sentiment":"neutral","sentiment_score":0.031179891899228096},{"text":"Also yeah.","start":286.57,"end":288.57,"sentiment":"neutral","sentiment_score":0.018013494089245796},{"text":"Also, I would like to ask, because the Internet connection was a bit slow a couple days back.","start":288.57,"end":294.59,"sentiment":"neutral","sentiment_score":-0.18207034634219277},{"text":"We we were actually using data because the Wi Fi wasn't even it's working, but it's really slow.","start":295.935,"end":303.775,"sentiment":"neutral","sentiment_score":-0.18739830868111718},{"text":"So is it because it's it was Yeah.","start":303.775,"end":316.5,"sentiment":"neutral","sentiment_score":-0.04295814409852028}],"sentiment":"neutral","sentiment_score":-0.14738072474744726,"num_words":47,"start":286.17,"end":316.5},{"sentences":[{"text":"Yeah.","start":340.71,"end":341.03,"sentiment":"neutral","sentiment_score":0.0012677470222115517},{"text":"Because at first because at first, it was fine.","start":341.03,"end":345.11,"sentiment":"neutral","sentiment_score":0.0016295009603103001},{"text":"Just for past couple days, it's it's getting slower.","start":345.11,"end":348.72998,"sentiment":"neutral","sentiment_score":-0.18477771348423427},{"text":"Yeah.","start":349.455,"end":349.815,"sentiment":"neutral","sentiment_score":-0.07736262679100037},{"text":"So that before at first, it was fine.","start":349.815,"end":352.815,"sentiment":"neutral","sentiment_score":-0.046089301351457834}],"sentiment":"neutral","sentiment_score":-0.07475511440342027,"num_words":28,"start":340.71,"end":352.815},{"sentences":[{"text":"So it's just not like, it's been a week or so.","start":352.815,"end":355.955,"sentiment":"neutral","sentiment_score":-0.13869780505245383},{"text":"It's getting the Internet's getting really slow.","start":356.415,"end":359.07498,"sentiment":"neutral","sentiment_score":-0.2660650908946991},{"text":"Yes.","start":362.93,"end":363.43,"sentiment":"neutral","sentiment_score":0.1260889321565628},{"text":"Yes.","start":384.865,"end":385.365,"sentiment":"neutral","sentiment_score":0.06832094490528107},{"text":"Okay.","start":385.745,"end":386.245,"sentiment":"neutral","sentiment_score":0.078579843044281}],"sentiment":"neutral","sentiment_score":-0.14834008436827434,"num_words":21,"start":352.815,"end":386.245},{"sentences":[{"text":"Alrighty.","start":386.385,"end":386.885,"sentiment":"neutral","sentiment_score":0.13568879663944244},{"text":"Yeah.","start":395.84,"end":396.34,"sentiment":"neutral","sentiment_score":0.12901189923286438},{"text":"Okay.","start":398.0,"end":398.5,"sentiment":"neutral","sentiment_score":0.22234976291656497},{"text":"Thank you.","start":398.56,"end":399.3,"sentiment":"positive","sentiment_score":0.353726327419281},{"text":"It's thanks.","start":403.25494,"end":404.45493,"sentiment":"positive","sentiment_score":0.7769500911235809}],"sentiment":"positive","sentiment_score":0.3926290422677994,"num_words":7,"start":386.385,"end":404.45493},{"sentences":[{"text":"Bye.","start":404.45493,"end":404.95493,"sentiment":"positive","sentiment_score":0.5408415794372559}],"sentiment":"positive","sentiment_score":0.5408415794372559,"num_words":1,"start":404.45493,"end":404.95493}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hi. If you record your name and reason for calling, I'll see if this person is available.\n\nChannel 0: Airtel.\n\nChannel 1: Thanks. Please stay on the line. Hello?\n\nChannel 0: Hi. Good afternoon. This is Airtel accounts. My name is Melissa. Am I speaking to Annacole Chester?\n\nChannel 1: Yes. You are.\n\nChannel 0: Hi. How are you today?\n\nChannel 1: You think so?\n\nChannel 0: That's great to hear. I'm fine. Thank you so much for answering my phone call. This is in reference to your August Internet invoice.\n\nChannel 1: Yes.\n\nChannel 0: Actually, this is your first invoice with Airtel, and it was due yesterday. We're just checking if you need any assistance to process your payment, at the same time set up your direct debit.\n\nChannel 1: I've just I'm just paid I'm just paid it today, this morning.\n\nChannel 0: Oh, that's great. You process your payment via BPAY?\n\nChannel 1: Sorry? B b a s\n\nChannel 0: Yeah. Okay. That's the reason why. So, technically,\n\nChannel 1: b\n\nChannel 0: we\n\nChannel 1: b.\n\nChannel 0: will be receiving the payment within one to three banking days. But thank you so much for letting me know. In that way, I could have it notated on the account. So you sent, like, the amount. Right?\n\nA four because, actually, the reason why I'm also trying to get in hold with you is, there was a late fee assessed on the account because our billing process has been set up. All overdue invoices after the eleventh will assess a $10 late fee, the twelfth of each month, and that is today. But you mentioned you sent the amount this morning?\n\nChannel 1: Yes. Correct.\n\nChannel 0: Okay. Would you mind I'm sorry. Would you mind verifying how much you sent?\n\nChannel 1: The the one in the invoice. Because you just emailed me yesterday about the about the invoice because or else I wouldn't know.\n\nChannel 0: Yes. Yes. I sent you an email, and then we're checking\n\nChannel 1: Yeah.\n\nChannel 0: if you need any assistance with setup since this is your first invoice\n\nChannel 1: I\n\nChannel 0: from Airtel,\n\nChannel 1: yeah.\n\nChannel 0: something\n\nChannel 1: Yeah.\n\nChannel 0: like that.\n\nChannel 1: I got the I got the invoice. And soon as I got the invoice, I I paid\n\nChannel 0: Mhmm.\n\nChannel 1: I I paid the invoice. So yeah.\n\nChannel 0: Alright. That's wonderful.\n\nChannel 1: I haven't got\n\nChannel 0: So\n\nChannel 1: any I haven't got any previous email regarding the invoice. So this is the first in first email about the invoice, and then I just paid it as soon as I got the invoice.\n\nChannel 0: Okay. So, technically,\n\nChannel 1: Yes.\n\nChannel 0: you haven't received the invoice sent August 1 because\n\nChannel 1: No.\n\nChannel 0: oh, okay. I'm so sorry. Maybe it's in your trash or spam.\n\nChannel 1: And and, also, I tried to do a direct debit, but it's just it's just I couldn't do it. It's just so much the the portal you know, the online portal, it's just so hard to use it. I couldn't it took me a while to do the payment and, like, to do the payment and all. And, also, I was thinking to do the direct debit.\n\nChannel 0: Mm-mm. I understand.\n\nChannel 1: And I, yeah, I couldn't I couldn't set up.\n\nChannel 0: But,\n\nChannel 1: So\n\nChannel 0: yeah, since I have Vindelo, would you like me to help you set up over the phone? You can use your card or bank account. So moving forward by next month, it will be processed by direct debit. So we can we will not need to do it again and\n\nChannel 1: I'm\n\nChannel 0: again,\n\nChannel 1: actually\n\nChannel 0: or you don't\n\nChannel 1: yeah. I'm I'm driving at the moment. So yeah.\n\nChannel 0: mhmm.\n\nChannel 1: So I won't\n\nChannel 0: Oh, okay.\n\nChannel 1: I won't be able to use my phone because I don't know my bank details and all, so I need to check check my phone.\n\nChannel 0: Oh, sure. So\n\nChannel 1: Okay.\n\nChannel 0: anyway, I appreciate your time if you don't\n\nChannel 1: Yeah.\n\nChannel 0: have any chance to provide your bank details. So here's what I'm going to do. By end of the month, is it okay to give you a call to set up your direct debit so\n\nChannel 1: Oh,\n\nChannel 0: it\n\nChannel 1: yes,\n\nChannel 0: will be\n\nChannel 1: please.\n\nChannel 0: ready by next month?\n\nChannel 1: Yeah. Yeah. Yes, please. That would be great. Yeah.\n\nChannel 0: Sure. Any best time to call you within office hours? Four.\n\nChannel 1: Yeah. Anytime. Like, I I'm out. I'm not I'm not I'm I'm not working today, but it's just I'm driving now. So\n\nChannel 0: Mhmm.\n\nChannel 1: yeah. So any time should be fine. It's yeah.\n\nChannel 0: Okay. Sure. I'll\n\nChannel 1: Yeah.\n\nChannel 0: just call\n\nChannel 1: Okay.\n\nChannel 0: you back\n\nChannel 1: Yeah.\n\nChannel 0: last week of this month so we can set up\n\nChannel 1: Yeah.\n\nChannel 0: your direct debit so it\n\nChannel 1: Yeah.\n\nChannel 0: will be ready by September. And then\n\nChannel 1: Yeah.\n\nChannel 0: we will\n\nChannel 1: Also\n\nChannel 0: just wait\n\nChannel 1: yeah.\n\nChannel 0: go\n\nChannel 1: Also,\n\nChannel 0: ahead,\n\nChannel 1: I\n\nChannel 0: please.\n\nChannel 1: would like to ask, because the Internet connection was a bit slow a couple days back. We we were actually using data because the Wi Fi wasn't even it's working, but it's really slow. So is\n\nChannel 0: Mhmm.\n\nChannel 1: it because it's it was\n\nChannel 0: No. It's not. I do see in here that your plan is 50 Mbps. But if you're\n\nChannel 1: Yeah.\n\nChannel 0: experiencing a slow speed or slow Internet services, here's what I'm going to do. I will endorse this technical service concern to our technical department, and then they will reach out to you because they will some of these cases, they will be checking or doing some investigation if there's any issue with the speed.\n\nChannel 1: Yeah. Because\n\nChannel 0: Yeah.\n\nChannel 1: at first because at first, it was fine. Just\n\nChannel 0: Mm-mm.\n\nChannel 1: for past couple days, it's it's getting\n\nChannel 0: Couple of\n\nChannel 1: slower.\n\nChannel 0: days.\n\nChannel 1: Yeah.\n\nChannel 0: Oh,\n\nChannel 1: So\n\nChannel 0: okay.\n\nChannel 1: that\n\nChannel 0: I\n\nChannel 1: before at first, it was fine. So it's just not like, it's been a week or so. It's getting\n\nChannel 0: mhmm. Mm-mm.\n\nChannel 1: the Internet's getting really slow.\n\nChannel 0: Alright. Sure. No worries. Thank you so much for letting us know.\n\nChannel 1: Yes.\n\nChannel 0: At least, now we know that you had an issue for a couple of days. In that way, they can sort this out by our tech department. Okay? No worries with that. I'll endorse it.\n\nDefinitely. Then we'll call you back last week of this month to set up your direct debit. We'll wait for your payment to be posted that you processed yesterday. Okay?\n\nChannel 1: Yes. Okay. Alrighty.\n\nChannel 0: Alright. Thank you so much. So once we receive the payment, you also receive a official receipt to your email address\n\nChannel 1: Yeah.\n\nChannel 0: for your reference.\n\nChannel 1: Okay. Thank you.\n\nChannel 0: Okay. Thank you so much. Have a good one, and drive safely. Cheers.\n\nChannel 1: It's thanks. Bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.48,"end":0.96,"sentiment":"neutral","sentiment_score":0.04153977334499359},{"text":"If you record your name and reason for calling, I'll see if this person is available.","start":0.96,"end":5.38,"sentiment":"neutral","sentiment_score":0.02580382936866954}],"sentiment":"neutral","sentiment_score":0.02672947313198272,"channel":1,"num_words":17,"start":0.48,"end":5.38},{"sentences":[{"text":"Airtel.","start":6.96,"end":7.46,"sentiment":"neutral","sentiment_score":0.04748173803091049}],"sentiment":"neutral","sentiment_score":0.04748173803091049,"channel":0,"num_words":1,"start":6.96,"end":7.46},{"sentences":[{"text":"Thanks.","start":14.08,"end":14.58,"sentiment":"positive","sentiment_score":0.37922126054763794},{"text":"Please stay on the line.","start":15.165,"end":16.625,"sentiment":"neutral","sentiment_score":0.176127627491951},{"text":"Hello?","start":21.965,"end":22.465,"sentiment":"neutral","sentiment_score":0.07147860527038574}],"sentiment":"neutral","sentiment_score":0.19019114332539694,"channel":1,"num_words":7,"start":14.08,"end":22.465},{"sentences":[{"text":"Hi.","start":23.395,"end":23.715,"sentiment":"neutral","sentiment_score":0.10772041976451874},{"text":"Good afternoon.","start":23.715,"end":24.454998,"sentiment":"neutral","sentiment_score":0.22133883833885193},{"text":"This is Airtel accounts.","start":24.755,"end":26.215,"sentiment":"neutral","sentiment_score":0.09980631247162819},{"text":"My name is Melissa.","start":26.48,"end":27.539999,"sentiment":"neutral","sentiment_score":0.06988062895834446},{"text":"Am I speaking to Annacole 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so?","start":33.66,"end":34.64,"sentiment":"neutral","sentiment_score":0.13569777458906174}],"sentiment":"neutral","sentiment_score":0.13569777458906174,"channel":1,"num_words":3,"start":33.66,"end":34.64},{"sentences":[{"text":"That's great to hear.","start":35.04,"end":35.92,"sentiment":"positive","sentiment_score":0.6488437205553055},{"text":"I'm fine.","start":35.92,"end":36.32,"sentiment":"positive","sentiment_score":0.4720092713832855},{"text":"Thank you so much for answering my phone call.","start":36.32,"end":38.48,"sentiment":"positive","sentiment_score":0.5417778756883409},{"text":"This is in reference to your August Internet invoice.","start":38.72,"end":42.245,"sentiment":"neutral","sentiment_score":0.17659786343574524}],"sentiment":"positive","sentiment_score":0.41686562821269035,"channel":0,"num_words":24,"start":35.04,"end":42.245},{"sentences":[{"text":"Yes.","start":42.325,"end":42.825,"sentiment":"neutral","sentiment_score":0.12663227319717407}],"sentiment":"neutral","sentiment_score":0.12663227319717407,"channel":1,"num_words":1,"start":42.325,"end":42.825},{"sentences":[{"text":"Actually, this is your first invoice with Airtel, and it was due yesterday.","start":42.625,"end":47.445,"sentiment":"neutral","sentiment_score":0.12393598315807489},{"text":"We're just checking if you need any assistance to process your payment, at the same time set up your direct 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BPAY?","start":63.55,"end":66.369995,"sentiment":"neutral","sentiment_score":0.14780035863320032}],"sentiment":"neutral","sentiment_score":0.20111353033118778,"channel":0,"num_words":9,"start":62.59,"end":66.369995},{"sentences":[{"text":"Sorry?","start":67.08,"end":67.58,"sentiment":"neutral","sentiment_score":0.04053477942943573},{"text":"B b a s","start":67.925,"end":68.825005,"sentiment":"neutral","sentiment_score":0.02023007581010461}],"sentiment":"neutral","sentiment_score":0.02429101653397083,"channel":1,"num_words":5,"start":67.08,"end":68.825005},{"sentences":[{"text":"Yeah.","start":69.185005,"end":69.585,"sentiment":"neutral","sentiment_score":0.0542839951813221},{"text":"Okay.","start":69.585,"end":69.985,"sentiment":"neutral","sentiment_score":0.07867023348808289},{"text":"That's the reason why.","start":69.985,"end":71.105,"sentiment":"neutral","sentiment_score":0.07359178271144629},{"text":"So, technically,","start":71.105,"end":71.925,"sentiment":"neutral","sentiment_score":0.09993162006139755}],"sentiment":"neutral","sentiment_score":0.07839807495474815,"channel":0,"num_words":8,"start":69.185005,"end":71.925},{"sentences":[{"text":"b","start":72.645004,"end":72.895004,"sentiment":"neutral","sentiment_score":0.13752739131450653}],"sentiment":"neutral","sentiment_score":0.13752739131450653,"channel":1,"num_words":1,"start":72.645004,"end":72.895004},{"sentences":[{"text":"we","start":72.865005,"end":73.025,"sentiment":"neutral","sentiment_score":0.1235816776752472}],"sentiment":"neutral","sentiment_score":0.1235816776752472,"channel":0,"num_words":1,"start":72.865005,"end":73.025},{"sentences":[{"text":"b.","start":72.895004,"end":73.395004,"sentiment":"neutral","sentiment_score":0.11540250480175018}],"sentiment":"neutral","sentiment_score":0.11540250480175018,"channel":1,"num_words":1,"start":72.895004,"end":73.395004},{"sentences":[{"text":"will be receiving the payment within one to three banking days.","start":73.025,"end":76.705,"sentiment":"neutral","sentiment_score":0.12031234326687726},{"text":"But thank you so much for letting me know.","start":76.705,"end":78.465004,"sentiment":"positive","sentiment_score":0.41167039838102126},{"text":"In that way, I could have it notated on the account.","start":78.465004,"end":81.045,"sentiment":"neutral","sentiment_score":0.2608883855017749},{"text":"So you sent, like, the amount.","start":81.26,"end":84.46,"sentiment":"neutral","sentiment_score":0.09902150308092435},{"text":"Right?","start":84.46,"end":84.96,"sentiment":"neutral","sentiment_score":0.0607016496360302}],"sentiment":"neutral","sentiment_score":0.22508084921068267,"channel":0,"num_words":38,"start":73.025,"end":84.96},{"sentences":[{"text":"A four because, actually, the reason why I'm also trying to get in hold with you is, there was a late fee assessed on the account because our billing process has been set up.","start":85.02,"end":95.805,"sentiment":"neutral","sentiment_score":-0.003932692220105845},{"text":"All overdue invoices after the eleventh will assess a $10 late fee, the twelfth of each month, and that is today.","start":96.205,"end":105.005,"sentiment":"neutral","sentiment_score":0.026395480725027266},{"text":"But you mentioned you sent the amount this morning?","start":105.005,"end":109.265,"sentiment":"neutral","sentiment_score":0.013440027626024352}],"sentiment":"neutral","sentiment_score":0.008461778255878016,"channel":0,"num_words":64,"start":85.02,"end":109.265},{"sentences":[{"text":"Yes.","start":110.015,"end":110.335,"sentiment":"neutral","sentiment_score":0.027842551469802856},{"text":"Correct.","start":110.335,"end":110.835,"sentiment":"neutral","sentiment_score":0.031763918697834015}],"sentiment":"neutral","sentiment_score":0.029803235083818436,"channel":1,"num_words":2,"start":110.015,"end":110.835},{"sentences":[{"text":"Okay.","start":111.46,"end":111.78,"sentiment":"neutral","sentiment_score":0.0131757240742445},{"text":"Would you mind I'm sorry.","start":111.78,"end":114.68,"sentiment":"neutral","sentiment_score":-0.021449147164821623},{"text":"Would you mind verifying how much you 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customer calls Airtel accounts to inquire about their outstanding invoice and is directed to the representative who confirms the payment and explains the late fee assessed on the account. The customer provides their bank details and is informed that their direct debit will be ready by the end of the month. The representative promises to send a follow-up email and set up a new direct debit date."},"intents":{"segments":[{"text":"You process your payment via BPAY? Sorry?","start_word":127,"end_word":133,"intents":[{"intent":"Process payment","confidence_score":0.15195107}]},{"text":"Would you mind I'm sorry. Would you mind verifying how much you sent?","start_word":254,"end_word":266,"intents":[{"intent":"Verify amount","confidence_score":0.45713434}]},{"text":"The the one in the invoice. Because you just emailed me yesterday about the about the invoice because or else I wouldn't know. Yes. Yes.","start_word":267,"end_word":291,"intents":[{"intent":"Confirm receipt of invoice","confidence_score":0.0162539}]},{"text":"And, also, I was thinking to do the direct debit. Mm-mm.","start_word":472,"end_word":482,"intents":[{"intent":"Set up direct debit","confidence_score":0.30735472}]},{"text":"last week of this month so we can set up Yeah. your direct debit so it Yeah.","start_word":712,"end_word":728,"intents":[{"intent":"Set up direct debit","confidence_score":0.056173034}]}]},"sentiments":{"segments":[{"text":"Hi. If you record your name and reason for calling, I'll see if this person is available. Airtel.","start_word":0,"end_word":17,"sentiment":"neutral","sentiment_score":0.030242569744586945},{"text":"Thanks.","start_word":18,"end_word":18,"sentiment":"positive","sentiment_score":0.37922126054763794},{"text":"Please stay on the line. Hello? Hi. Good afternoon. This is Airtel accounts. My name is Melissa. Am I speaking to Annacole Chester? Yes. You are. Hi. How are you today? You think so?","start_word":19,"end_word":52,"sentiment":"neutral","sentiment_score":0.13109250366687775},{"text":"That's great to hear. I'm fine. Thank you so much for answering my phone call.","start_word":53,"end_word":67,"sentiment":"positive","sentiment_score":0.5545613765716553},{"text":"This is in reference to your August Internet invoice. Yes. Actually, this is your first invoice with Airtel, and it was due yesterday. We're just checking if you need any assistance to process your payment, at the same time set up your direct debit. I've just I'm just paid I'm just paid it today, this morning. Oh, that's great. You process your payment via BPAY? Sorry? B b a s Yeah. Okay. That's the reason why. So, technically, b we b. will be receiving the payment within one to three banking days.","start_word":68,"end_word":159,"sentiment":"neutral","sentiment_score":0.1268802136182785},{"text":"But thank you so much for letting me know.","start_word":160,"end_word":168,"sentiment":"positive","sentiment_score":0.4244510531425476},{"text":"In that way, I could have it notated on the account. So you sent, like, the amount. Right? A four because, actually, the reason why I'm also trying to get in hold with you is, there was a late fee assessed on the account because our billing process has been set up. All overdue invoices after the eleventh will assess a $10 late fee, the twelfth of each month, and that is today. But you mentioned you sent the amount this morning? Yes. Correct. Okay. Would you mind I'm sorry. Would you mind verifying how much you sent? The the one in the invoice. Because you just emailed me yesterday about the about the invoice because or else I wouldn't know. Yes. Yes. I sent you an email, and then we're checking Yeah. if you need any assistance with setup since this is your first invoice I from Airtel, yeah. something Yeah. like that. I got the I got the invoice. And soon as I got the invoice, I I paid Mhmm. I I paid the invoice. So yeah. Alright.","start_word":169,"end_word":348,"sentiment":"neutral","sentiment_score":0.021668674424290657},{"text":"That's wonderful.","start_word":349,"end_word":350,"sentiment":"positive","sentiment_score":0.5296235680580139},{"text":"I haven't got So any I haven't got any previous email regarding the invoice. So this is the first in first email about the invoice, and then I just paid it as soon as I got the invoice. Okay. So, technically, Yes. you haven't received the invoice sent August 1 because No. oh, okay.","start_word":351,"end_word":404,"sentiment":"neutral","sentiment_score":-0.0851067528128624},{"text":"I'm so sorry. Maybe it's in your trash or spam.","start_word":405,"end_word":414,"sentiment":"negative","sentiment_score":-0.4754173159599304},{"text":"And and, also, I tried to do a direct debit, but it's just it's just I couldn't do it.","start_word":415,"end_word":433,"sentiment":"neutral","sentiment_score":-0.28351810574531555},{"text":"It's just so much the the portal you know, the online portal, it's just so hard to use it.","start_word":434,"end_word":452,"sentiment":"negative","sentiment_score":-0.41941365599632263},{"text":"I couldn't it took me a while to do the payment and, like, to do the payment and all. And, also, I was thinking to do the direct debit. Mm-mm. I understand. And I, yeah, I couldn't I couldn't set up. But, So yeah, since I have Vindelo, would you like me to help you set up over the phone? You can use your card or bank account. So moving forward by next month, it will be processed by direct debit. So we can we will not need to do it again and I'm again, actually or you don't yeah. I'm I'm driving at the moment. So yeah. mhmm. So I won't Oh, okay. I won't be able to use my phone because I don't know my bank details and all, so I need to check check my phone. Oh, sure. So Okay. anyway, I appreciate your time if you don't Yeah. have any chance to provide your bank details. So here's what I'm going to do. By end of the month, is it okay to give you a call to set up your direct debit so Oh, it yes, will be please. ready by next month? Yeah. Yeah. Yes, please.","start_word":453,"end_word":653,"sentiment":"neutral","sentiment_score":-0.0112462155520916},{"text":"That would be great.","start_word":654,"end_word":657,"sentiment":"positive","sentiment_score":0.4841235280036926},{"text":"Yeah. Sure. Any best time to call you within office hours? Four. Yeah. Anytime. Like, I I'm out. I'm not I'm not I'm I'm not working today, but it's just I'm driving now. So Mhmm. yeah. So any time should be fine. It's yeah. Okay. Sure. I'll Yeah. just call Okay. you back Yeah. last week of this month so we can set up Yeah. your direct debit so it Yeah. will be ready by September. And then Yeah. we will Also just wait yeah. go Also, ahead, I please. would like to ask, because the Internet connection was a bit slow a couple days back. We we were actually using data because the Wi Fi wasn't even it's working, but it's really slow. So is Mhmm. it because it's it was No. It's not. I do see in here that your plan is 50 Mbps. But if you're Yeah. experiencing a slow speed or slow Internet services, here's what I'm going to do. I will endorse this technical service concern to our technical department, and then they will reach out to you because they will some of these cases, they will be checking or doing some investigation if there's any issue with the speed. Yeah. Because Yeah. at first because at first, it was fine. Just Mm-mm. for past couple days, it's it's getting Couple of slower. days. Yeah. Oh, So okay. that I before at first, it was fine. So it's just not like, it's been a week or so. It's getting mhmm. Mm-mm. the Internet's getting really slow. Alright. Sure. No worries. Thank you so much for letting us know. Yes. At least, now we know that you had an issue for a couple of days. In that way, they can sort this out by our tech department. Okay? No worries with that. I'll endorse it. Definitely. Then we'll call you back last week of this month to set up your direct debit. We'll wait for your payment to be posted that you processed yesterday. Okay? Yes. Okay. Alrighty. 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