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Let me just check something if you don't. How do you spell your first name? Sorry. N o v oh, l. Sorry. L o v, yep, m, double e, Lovemeets Singh Mula. Yeah? Okay. Okay. So all your bills up to date, they're all being paid. But you're you're saying that you didn't authorize direct debit? Well, the only way the direct debit could happen is if you allow it to have it. We can't do it for you because we don't have a click button to do that. Well, now you put did you save your card? Is it going through card or your bank? You will no. No. No. No. No. No. I'm gonna stop you there. Alright? I'm gonna stop you there. If you don't give your card details with that, we we can't accept payment. Point number one. So for us to get your card details, it would have had to been done when you probably first applied for it or something like that. Your card details would have been saved because you would have selected save on that, and that way that card is saved. There's no way in the world anybody can take money from your card if we don't have the card details. Yeah. Yeah. Well, the the reason that there hang on. There's two types of direct debits. Alright? And I think a lot of people get confused. A direct debit can done from a bank, from your bank account, or it can be saved when you make a purchase through your through your debit card. And I've I've got a feeling that's what's happened. Because if you don't save it if you don't save it, we can't save it for you. We don't have that we don't have that tag. So you must have when you made a purchase, it it would have been saved the card. You must have saved it, and that's why that's happening. But it's happened in all your payments. Now here it's got card capture here. No. We're not we're we're not using Stripe anymore. Finance. Pirates. Okay. So it must be done manually then. I don't know. But we documents. Okay. Let me just check something here. No. Okay. So a couple is I can't see it from my end. That's that's the thing. I mean, the girl although the accounts that come on back on Monday, they'll be able to probably give them a call on Monday. But I think what you gotta understand that from our end from our end, if there's a card capture, it means that you saved that card or that card was saved. And that was saved then. And you have the you have the option to either save it or not save it, so you must have saved it. Yeah. Because we yeah. Because we mhmm. Well, it'll be an automatic it'll be an autumn it'll be an automated system. Yeah. Speak with them because, I mean, she'll be able to explain all I think it's Melissa or the one that's in charge of all that. She yeah. Give them a call. They they work from nine till five, Monday to Fridays. Yeah. And she'll be able to explain how all that works. But I'm pretty sure if there's amount taken out of your your out of your card, because normally all the payments are done between the first and the tenth of each month. After the eleventh, there's a $20 late fee or something like that. So that's part of the process how that works. And if there's any cards that have been dishonored or anything like that or payments that have been dishonored, I think the bank charges are $9 dishonored fee or something like that. I I may be just going off from the top of my head. I'm not too I'm not a 100% sure. Yeah. Yeah. Just give a call on Monday. Yeah. I mean, eventually, the bill does have to be paid, so it's getting paid, and it's all up to date. Alright. Okay. Alright. Okay. Thank you. 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afternoon, Adele. Mhmm. How are you? Yep. Yeah.\n\nYou probably have to call back on Monday because the accounts tend to not work on the weekends. But the but hang on. Let me just check something if you don't. How do you spell your first name? Sorry.\n\nN o v oh, l. Sorry. L o v, yep, m, double e, Lovemeets Singh Mula. Yeah? Okay.\n\nOkay. So all your bills up to date, they're all being paid. But you're you're saying that you didn't authorize direct debit? Well, the only way the direct debit could happen is if you allow it to have it. We can't do it for you because we don't have a click button to do that.\n\nWell, now you put did you save your card? Is it going through card or your bank? You will no. No. No.\n\nNo. No. No. I'm gonna stop you there. Alright?\n\nI'm gonna stop you there. If you don't give your card details with that, we we can't accept payment. Point number one. So for us to get your card details, it would have had to been done when you probably first applied for it or something like that. Your card details would have been saved because you would have selected save on that, and that way that card is saved.\n\nThere's no way in the world anybody can take money from your card if we don't have the card details. Yeah. Yeah. Well, the the reason that there hang on. There's two types of direct debits.\n\nAlright? And I think a lot of people get confused. A direct debit can done from a bank, from your bank account, or it can be saved when you make a purchase through your through your debit card. And I've I've got a feeling that's what's happened. Because if you don't save it if you don't save it, we can't save it for you.\n\nWe don't have that we don't have that tag. So you must have when you made a purchase, it it would have been saved the card. You must have saved it, and that's why that's happening. But it's happened in all your payments. Now here it's got card capture here.\n\nNo. We're not we're we're not using Stripe anymore. Finance. Pirates. Okay.\n\nSo it must be done manually then. I don't know. But we documents. Okay. Let me just check something here.\n\nNo. Okay. So a couple is I can't see it from my end. That's that's the thing. I mean, the girl although the accounts that come on back on Monday, they'll be able to probably give them a call on Monday.\n\nBut I think what you gotta understand that from our end from our end, if there's a card capture, it means that you saved that card or that card was saved. And that was saved then. And you have the you have the option to either save it or not save it, so you must have saved it. Yeah. Because we yeah.\n\nBecause we mhmm. Well, it'll be an automatic it'll be an autumn it'll be an automated system. Yeah. Speak with them because, I mean, she'll be able to explain all I think it's Melissa or the one that's in charge of all that. She yeah.\n\nGive them a call. They they work from nine till five, Monday to Fridays. Yeah. And she'll be able to explain how all that works. But I'm pretty sure if there's amount taken out of your your out of your card, because normally all the payments are done between the first and the tenth of each month.\n\nAfter the eleventh, there's a $20 late fee or something like that. So that's part of the process how that works. And if there's any cards that have been dishonored or anything like that or payments that have been dishonored, I think the bank charges are $9 dishonored fee or something like that. I I may be just going off from the top of my head. I'm not too I'm not a 100% sure.\n\nYeah. Yeah. Just give a call on Monday. Yeah. I mean, eventually, the bill does have to be paid, so it's getting paid, and it's all up to date.\n\nAlright. Okay. Alright. Okay. Thank you.\n\nBye.","paragraphs":[{"sentences":[{"text":"Good afternoon, Adele.","start":0.48,"end":1.6999999,"sentiment":"positive","sentiment_score":0.3422958751519521},{"text":"Mhmm.","start":5.8399997,"end":6.3399997,"sentiment":"neutral","sentiment_score":0.10707750916481018},{"text":"How are you?","start":6.48,"end":7.3799996,"sentiment":"neutral","sentiment_score":0.20085864265759787},{"text":"Yep.","start":18.375,"end":18.875,"sentiment":"neutral","sentiment_score":-0.08271095156669617},{"text":"Yeah.","start":26.05,"end":26.21,"sentiment":"neutral","sentiment_score":-0.14707012474536896}],"sentiment":"neutral","sentiment_score":0.16741777625348833,"num_words":9,"start":0.48,"end":26.21},{"sentences":[{"text":"You probably have to call back on Monday because the accounts tend to not work on the weekends.","start":26.21,"end":30.07,"sentiment":"neutral","sentiment_score":-0.23896830280621847},{"text":"But the but hang 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Mula.","start":49.335,"end":64.91,"sentiment":"neutral","sentiment_score":0.007999573706183583},{"text":"Yeah?","start":64.91,"end":65.41,"sentiment":"neutral","sentiment_score":-0.00480035413056612},{"text":"Okay.","start":67.47,"end":67.97,"sentiment":"neutral","sentiment_score":0.013783101923763752}],"sentiment":"neutral","sentiment_score":-0.00047545897541567683,"num_words":18,"start":43.735,"end":67.97},{"sentences":[{"text":"Okay.","start":73.445,"end":73.765,"sentiment":"neutral","sentiment_score":0.009858574718236923},{"text":"So all your bills up to date, they're all being paid.","start":73.765,"end":76.265,"sentiment":"neutral","sentiment_score":0.02443341047249057},{"text":"But you're you're saying that you didn't authorize direct debit?","start":76.405,"end":79.545,"sentiment":"neutral","sentiment_score":-0.17618890404701232},{"text":"Well, the only way the direct debit could happen is if you allow it to have 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no.","start":128.065,"end":129.425,"sentiment":"negative","sentiment_score":-0.45437941948572796},{"text":"No.","start":129.425,"end":129.585,"sentiment":"negative","sentiment_score":-0.5231921076774597},{"text":"No.","start":129.585,"end":129.705,"sentiment":"negative","sentiment_score":-0.5407295823097229}],"sentiment":"neutral","sentiment_score":-0.24204419654878703,"num_words":22,"start":107.369995,"end":129.705},{"sentences":[{"text":"No.","start":129.705,"end":129.825,"sentiment":"negative","sentiment_score":-0.5367286205291748},{"text":"No.","start":129.825,"end":129.905,"sentiment":"negative","sentiment_score":-0.5615700483322144},{"text":"No.","start":129.905,"end":130.065,"sentiment":"negative","sentiment_score":-0.5937393307685852},{"text":"I'm gonna stop you there.","start":130.065,"end":131.185,"sentiment":"negative","sentiment_score":-0.5068329274654388},{"text":"Alright?","start":131.185,"end":131.505,"sentiment":"neutral","sentiment_score":-0.1827411651611328}],"sentiment":"negative","sentiment_score":-0.48988264467981124,"num_words":9,"start":129.705,"end":131.505},{"sentences":[{"text":"I'm gonna stop you there.","start":131.505,"end":132.6,"sentiment":"neutral","sentiment_score":-0.26564282178878784},{"text":"If you don't give your card details with that, we we can't accept payment.","start":133.08,"end":136.70001,"sentiment":"negative","sentiment_score":-0.5382723127092633},{"text":"Point number one.","start":137.16,"end":138.22,"sentiment":"neutral","sentiment_score":-0.14120686302582422},{"text":"So for us to get your card details, it would have had to been done when you probably first applied for it or something like that.","start":139.40001,"end":145.98001,"sentiment":"neutral","sentiment_score":-0.16307827199880892},{"text":"Your card details would have been saved because you would have selected save on that, and that way that card is saved.","start":146.445,"end":153.245,"sentiment":"neutral","sentiment_score":0.08813742751424963}],"sentiment":"neutral","sentiment_score":-0.16555226775152343,"num_words":70,"start":131.505,"end":153.245},{"sentences":[{"text":"There's no way in the world anybody can take money from your card if we don't have the card details.","start":153.245,"end":159.565,"sentiment":"negative","sentiment_score":-0.4491897955536842},{"text":"Yeah.","start":159.565,"end":160.065,"sentiment":"neutral","sentiment_score":-0.1694142371416092},{"text":"Yeah.","start":165.37999,"end":165.87999,"sentiment":"neutral","sentiment_score":-0.1668103039264679},{"text":"Well, the the reason that there hang on.","start":174.535,"end":177.095,"sentiment":"neutral","sentiment_score":-0.03659427841193974},{"text":"There's two types of direct debits.","start":177.095,"end":178.855,"sentiment":"neutral","sentiment_score":-0.10818971569339435}],"sentiment":"neutral","sentiment_score":-0.28505313815549016,"num_words":36,"start":153.245,"end":178.855},{"sentences":[{"text":"Alright?","start":178.855,"end":179.175,"sentiment":"neutral","sentiment_score":-0.07453492283821106},{"text":"And I think a lot of people get confused.","start":179.175,"end":180.875,"sentiment":"neutral","sentiment_score":-0.3063538604312473},{"text":"A direct debit can done from a bank, from your bank account, or it can be saved when you make a purchase through your through your debit card.","start":181.255,"end":191.22,"sentiment":"neutral","sentiment_score":-0.12802125806255},{"text":"And I've I've got a feeling that's what's happened.","start":191.22,"end":193.46,"sentiment":"neutral","sentiment_score":-0.2731105536222458},{"text":"Because if you don't save it if you don't save it, we can't save it for you.","start":193.46,"end":197.72,"sentiment":"negative","sentiment_score":-0.49399691294221315}],"sentiment":"neutral","sentiment_score":-0.2698790217982605,"num_words":64,"start":178.855,"end":197.72},{"sentences":[{"text":"We don't have that we don't have that tag.","start":198.42001,"end":200.74,"sentiment":"neutral","sentiment_score":-0.30914870732360417},{"text":"So you must have when you made a purchase, it it would have been saved the card.","start":200.74,"end":205.175,"sentiment":"neutral","sentiment_score":-0.11771564492407967},{"text":"You must have saved it, and that's why that's happening.","start":205.175,"end":207.755,"sentiment":"neutral","sentiment_score":-0.1689448356628418},{"text":"But it's happened in all your payments.","start":207.815,"end":209.435,"sentiment":"neutral","sentiment_score":-0.16527872000421798},{"text":"Now here it's got card capture here.","start":220.84,"end":223.73999,"sentiment":"neutral","sentiment_score":0.057506781071424484}],"sentiment":"neutral","sentiment_score":-0.1445471251755953,"num_words":50,"start":198.42001,"end":223.73999},{"sentences":[{"text":"No.","start":232.265,"end":232.505,"sentiment":"negative","sentiment_score":-0.3922572135925293},{"text":"We're not we're we're not using Stripe anymore.","start":232.505,"end":234.845,"sentiment":"negative","sentiment_score":-0.40414755791425705},{"text":"Finance.","start":238.10501,"end":238.60501,"sentiment":"neutral","sentiment_score":-0.032743774354457855},{"text":"Pirates.","start":239.145,"end":239.645,"sentiment":"neutral","sentiment_score":-0.06577111035585403},{"text":"Okay.","start":244.17,"end":244.67,"sentiment":"neutral","sentiment_score":-0.05623024702072144}],"sentiment":"neutral","sentiment_score":-0.3150152340531349,"num_words":12,"start":232.265,"end":244.67},{"sentences":[{"text":"So it must be done manually then.","start":245.13,"end":246.65,"sentiment":"neutral","sentiment_score":-0.0674068805362497},{"text":"I don't know.","start":246.65,"end":247.13,"sentiment":"neutral","sentiment_score":-0.08750996987024943},{"text":"But we documents.","start":247.13,"end":250.27,"sentiment":"neutral","sentiment_score":-0.0762845699985822},{"text":"Okay.","start":255.22499,"end":255.465,"sentiment":"neutral","sentiment_score":-0.014849182218313215},{"text":"Let me just check something here.","start":255.465,"end":263.425,"sentiment":"neutral","sentiment_score":-0.00875149496520559}],"sentiment":"neutral","sentiment_score":-0.05152949676848948,"num_words":20,"start":245.13,"end":263.425},{"sentences":[{"text":"No.","start":265.305,"end":265.805,"sentiment":"neutral","sentiment_score":-0.1541050672531128},{"text":"Okay.","start":266.10498,"end":266.60498,"sentiment":"neutral","sentiment_score":-0.0931711047887802},{"text":"So a couple is I can't see it from my end.","start":268.63,"end":270.87,"sentiment":"neutral","sentiment_score":-0.19715296002951535},{"text":"That's that's the thing.","start":270.87,"end":271.91,"sentiment":"neutral","sentiment_score":-0.15140314400196075},{"text":"I mean, the girl although the accounts that come on back on Monday, they'll be able to probably give them a call on Monday.","start":271.91,"end":281.445,"sentiment":"neutral","sentiment_score":-0.015445470344275236}],"sentiment":"neutral","sentiment_score":-0.08273811211309783,"num_words":41,"start":265.305,"end":281.445},{"sentences":[{"text":"But I think what you gotta understand that from our end from our end, if there's a card capture, it means that you saved that card or that card was saved.","start":281.445,"end":292.825,"sentiment":"neutral","sentiment_score":-0.0030221476429893126},{"text":"And that was saved then.","start":293.85,"end":294.97,"sentiment":"neutral","sentiment_score":0.011142290383577346},{"text":"And you have the you have the option to either save it or not save it, so you must have saved it.","start":294.97,"end":299.55,"sentiment":"neutral","sentiment_score":-0.03397500514984131},{"text":"Yeah.","start":302.72998,"end":302.97,"sentiment":"neutral","sentiment_score":-0.00543588399887085},{"text":"Because we yeah.","start":302.97,"end":304.33,"sentiment":"neutral","sentiment_score":-0.02730039693415165}],"sentiment":"neutral","sentiment_score":-0.014076811501816396,"num_words":62,"start":281.445,"end":304.33},{"sentences":[{"text":"Because we mhmm.","start":304.33,"end":309.275,"sentiment":"neutral","sentiment_score":-0.09023907283941905},{"text":"Well, it'll be an automatic it'll be an autumn it'll be an automated system.","start":338.14502,"end":342.325,"sentiment":"neutral","sentiment_score":-0.15903331073267118},{"text":"Yeah.","start":349.65,"end":350.05,"sentiment":"neutral","sentiment_score":0.0443086251616478},{"text":"Speak with them because, I mean, she'll be able to explain all I think it's Melissa or the one that's in charge of all that.","start":350.05,"end":358.05,"sentiment":"neutral","sentiment_score":0.07375635348260402},{"text":"She yeah.","start":358.05,"end":358.95502,"sentiment":"neutral","sentiment_score":0.10080692917108536}],"sentiment":"neutral","sentiment_score":-0.009052272182371882,"num_words":45,"start":304.33,"end":358.95502},{"sentences":[{"text":"Give them a call.","start":358.95502,"end":359.595,"sentiment":"neutral","sentiment_score":0.10484840907156467},{"text":"They they work from nine till five, Monday to Fridays.","start":359.595,"end":362.33502,"sentiment":"neutral","sentiment_score":0.08072461187839508},{"text":"Yeah.","start":363.83502,"end":364.155,"sentiment":"neutral","sentiment_score":0.14827409386634827},{"text":"And she'll be able to explain how all that works.","start":364.155,"end":365.995,"sentiment":"neutral","sentiment_score":0.21504485011100768},{"text":"But I'm pretty sure if there's amount taken out of your your out of your card, because normally all the payments are done between the first and the tenth of each month.","start":365.995,"end":377.59998,"sentiment":"neutral","sentiment_score":0.019586774986237288}],"sentiment":"neutral","sentiment_score":0.07284454648431979,"num_words":57,"start":358.95502,"end":377.59998},{"sentences":[{"text":"After the eleventh, there's a $20 late fee or something like that.","start":378.22,"end":382.13998,"sentiment":"neutral","sentiment_score":-0.1046663826952378},{"text":"So that's part of the process how that works.","start":382.13998,"end":386.505,"sentiment":"neutral","sentiment_score":0.000017168207301033868},{"text":"And if there's any cards that have been dishonored or anything like that or payments that have been dishonored, I think the bank charges are $9 dishonored fee or something like that.","start":387.125,"end":396.96,"sentiment":"neutral","sentiment_score":-0.2734909555874765},{"text":"I I may be just going off from the top of my head.","start":397.19998,"end":399.28,"sentiment":"negative","sentiment_score":-0.5244155067663926},{"text":"I'm not too I'm not a 100% sure.","start":399.28,"end":401.46,"sentiment":"negative","sentiment_score":-0.4966830015182495}],"sentiment":"neutral","sentiment_score":-0.28105970618088505,"num_words":74,"start":378.22,"end":401.46},{"sentences":[{"text":"Yeah.","start":403.19998,"end":403.44,"sentiment":"neutral","sentiment_score":-0.07441543787717819},{"text":"Yeah.","start":403.44,"end":403.68,"sentiment":"neutral","sentiment_score":-0.019262000918388367},{"text":"Just give a call on Monday.","start":403.68,"end":405.13998,"sentiment":"neutral","sentiment_score":0.030490420758724213},{"text":"Yeah.","start":406.24,"end":406.47998,"sentiment":"neutral","sentiment_score":0.007521359249949455},{"text":"I mean, eventually, the bill does have to be paid, so it's getting paid, and it's all up to 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you.","start":422.365,"end":422.925,"sentiment":"positive","sentiment_score":0.7262703776359558}],"sentiment":"positive","sentiment_score":0.39388346672058105,"num_words":6,"start":415.48502,"end":422.925},{"sentences":[{"text":"Bye.","start":422.925,"end":423.425,"sentiment":"neutral","sentiment_score":-0.09403207898139954}],"sentiment":"neutral","sentiment_score":-0.09403207898139954,"num_words":1,"start":422.925,"end":423.425}]}}]},{"alternatives":[{"transcript":"Hi, Ned. My name is. I'm good. I'm good. Just want to inquire that from last two months, my bill payments have been deducting directly. I just want to know that I never gave the authority to deduct my direct debit. So what's happening? Alright. Fair enough. Not a problem. It's l o v m, e e, t, e for ultra. No. No. L l for lithium. Yeah. MEETEForUltra. Yeah. That's the one. Yes. It's just my concern that's fine. But I need, like there was some reasons I didn't do the direct debit, but I'm checking from last two bills. It has been deducted without my knowledge. Exactly my point because I never approved it. I never gave the authority alone because no no one asked either. Looks like it's from the bank. Be be because it's very strange. I never gave my card details, neither my bank details, but I don't know how these payments No. No. That no. I'm I'm not saying I'm not saying that I'm not saying that I have given not given. I might have done the payments, like but that's what my concern is. I never gave the authority to deduct the bad debits. So alright. I'll call on Monday. Logits. Yeah. That's what yeah. But it's it's yeah. Yeah. But it's not that I'm doing it from last two months. It's roughly around an year, and I have been doing it manually every time the payments until the last two payments. Yeah. But I I am doing it personally. Like, manually, I'm filling up my card details in the Stripe. What was the earlier one? I was thinking they just have yeah. Yeah. I'm I'm saying in the past. In the past. In the past, it was using Stripe, but not newness came up. But I was doing it manually from day one. Alright. Not a problem. I'll give them a call on Monday. That's what I'm saying. It's that's what I'm saying. It's it's not the last two months which I've started with it and pay doing the payments. It's more than roughly here. It's more than ten months. From last eight to 10 payments, I have been doing it. I neither had that because I would have known, okay, I would have given these things to do something with my card or do the payment process or anything. Last night, I had some amount in my bank. I woke up this morning, and it was deducted. Then I I don't know how in the earth, while I'm sleeping, the payments are getting deducted from it, and without my knowledge or authorization, I don't know. May maybe I'll speak with the support guys in the on Monday. Sure. Maybe. Ninety five? Alright. Alright. Got it. I'll give them a call. Yeah. It's it's nothing to do with bills getting paid. It's just the way it's getting paid. That's what my concern is. Alright, mate. 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Ned. My name is. I'm good. I'm good. Just want to inquire that from last two months, my bill payments have been deducting directly.\n\nI just want to know that I never gave the authority to deduct my direct debit. So what's happening? Alright. Fair enough. Not a problem.\n\nIt's l o v m, e e, t, e for ultra. No. No. L l for lithium. Yeah.\n\nMEETEForUltra. Yeah. That's the one. Yes. It's just my concern that's fine.\n\nBut I need, like there was some reasons I didn't do the direct debit, but I'm checking from last two bills. It has been deducted without my knowledge. Exactly my point because I never approved it. I never gave the authority alone because no no one asked either. Looks like it's from the bank.\n\nBe be because it's very strange. I never gave my card details, neither my bank details, but I don't know how these payments No. No. That no. I'm I'm not saying I'm not saying that I'm not saying that I have given not given.\n\nI might have done the payments, like but that's what my concern is. I never gave the authority to deduct the bad debits. So alright. I'll call on Monday. Logits.\n\nYeah. That's what yeah. But it's it's yeah. Yeah. But it's not that I'm doing it from last two months.\n\nIt's roughly around an year, and I have been doing it manually every time the payments until the last two payments. Yeah. But I I am doing it personally. Like, manually, I'm filling up my card details in the Stripe. What was the earlier one?\n\nI was thinking they just have yeah. Yeah. I'm I'm saying in the past. In the past. In the past, it was using Stripe, but not newness came up.\n\nBut I was doing it manually from day one. Alright. Not a problem. I'll give them a call on Monday. That's what I'm saying.\n\nIt's that's what I'm saying. It's it's not the last two months which I've started with it and pay doing the payments. It's more than roughly here. It's more than ten months. From last eight to 10 payments, I have been doing it.\n\nI neither had that because I would have known, okay, I would have given these things to do something with my card or do the payment process or anything. Last night, I had some amount in my bank. I woke up this morning, and it was deducted. Then I I don't know how in the earth, while I'm sleeping, the payments are getting deducted from it, and without my knowledge or authorization, I don't know. May maybe I'll speak with the support guys in the on Monday.\n\nSure. Maybe. Ninety five? Alright. Alright.\n\nGot it. I'll give them a call. Yeah. It's it's nothing to do with bills getting paid. It's just the way it's getting paid.\n\nThat's what my concern is. Alright, mate. Thanks for your help.","paragraphs":[{"sentences":[{"text":"Hi, Ned.","start":2.8799999,"end":3.62,"sentiment":"neutral","sentiment_score":0.16777077317237854},{"text":"My name is.","start":4.0,"end":4.74,"sentiment":"neutral","sentiment_score":0.10973959416151047},{"text":"I'm good.","start":7.52,"end":8.16,"sentiment":"positive","sentiment_score":0.5905022621154785},{"text":"I'm good.","start":8.16,"end":8.82,"sentiment":"positive","sentiment_score":0.5498636662960052},{"text":"Just want to inquire that from last two months, my bill payments have been deducting directly.","start":9.04,"end":17.215,"sentiment":"neutral","sentiment_score":-0.028305563842877746}],"sentiment":"neutral","sentiment_score":0.09970412656664848,"num_words":25,"start":2.8799999,"end":17.215},{"sentences":[{"text":"I just want to know that I never gave the authority to deduct my direct debit.","start":18.075,"end":24.175,"sentiment":"neutral","sentiment_score":-0.22347435355186462},{"text":"So what's happening?","start":24.395,"end":25.535,"sentiment":"neutral","sentiment_score":-0.11370633045832317},{"text":"Alright.","start":30.72,"end":31.119999,"sentiment":"neutral","sentiment_score":0.004690656438469887},{"text":"Fair enough.","start":31.119999,"end":31.84,"sentiment":"neutral","sentiment_score":0.013559941202402115},{"text":"Not a problem.","start":31.84,"end":32.66,"sentiment":"neutral","sentiment_score":-0.030146100868781407}],"sentiment":"neutral","sentiment_score":-0.15901345647871495,"num_words":25,"start":18.075,"end":32.66},{"sentences":[{"text":"It's l o v m, e e, t, e for ultra.","start":36.559998,"end":41.765,"sentiment":"neutral","sentiment_score":-0.011238884731111202},{"text":"No.","start":45.024998,"end":45.184998,"sentiment":"neutral","sentiment_score":-0.03804600238800049},{"text":"No.","start":45.184998,"end":45.425,"sentiment":"neutral","sentiment_score":-0.04993371292948723},{"text":"L l for lithium.","start":45.425,"end":47.285,"sentiment":"neutral","sentiment_score":-0.0344045190140605},{"text":"Yeah.","start":49.504997,"end":50.004997,"sentiment":"neutral","sentiment_score":-0.002075653988867998}],"sentiment":"neutral","sentiment_score":-0.019516732078045607,"num_words":18,"start":36.559998,"end":50.004997},{"sentences":[{"text":"MEETEForUltra.","start":51.504997,"end":58.120003,"sentiment":"neutral","sentiment_score":0.011948478408157824},{"text":"Yeah.","start":65.46,"end":65.78,"sentiment":"neutral","sentiment_score":-0.0018116328865289688},{"text":"That's the one.","start":65.78,"end":66.68,"sentiment":"neutral","sentiment_score":0.0031057018786668777},{"text":"Yes.","start":80.045,"end":80.545,"sentiment":"neutral","sentiment_score":-0.07945181429386139},{"text":"It's just my concern that's fine.","start":80.604996,"end":82.44499,"sentiment":"neutral","sentiment_score":-0.15729442362984022}],"sentiment":"neutral","sentiment_score":-0.08364703374293943,"num_words":12,"start":51.504997,"end":82.44499},{"sentences":[{"text":"But I need, like there was some reasons I didn't do the direct debit, but I'm checking from last two bills.","start":82.44499,"end":90.04,"sentiment":"neutral","sentiment_score":-0.3079815663042523},{"text":"It has been deducted without my knowledge.","start":90.04,"end":92.22,"sentiment":"negative","sentiment_score":-0.3873464379991804},{"text":"Exactly my point because I never approved it.","start":102.704994,"end":106.244995,"sentiment":"negative","sentiment_score":-0.3864551782608032},{"text":"I never gave the authority alone because no no one asked either.","start":107.424995,"end":112.16499,"sentiment":"negative","sentiment_score":-0.3658595035473506},{"text":"Looks like it's from the bank.","start":117.16,"end":119.020004,"sentiment":"neutral","sentiment_score":-0.29472092539072037}],"sentiment":"negative","sentiment_score":-0.3412836848033799,"num_words":54,"start":82.44499,"end":119.020004},{"sentences":[{"text":"Be be because it's very strange.","start":122.12,"end":123.8,"sentiment":"negative","sentiment_score":-0.35199008882045746},{"text":"I never gave my card details, neither my bank details, but I don't know how these payments No.","start":123.8,"end":156.685,"sentiment":"neutral","sentiment_score":-0.30091506573888993},{"text":"No.","start":156.685,"end":156.84499,"sentiment":"negative","sentiment_score":-0.5663120746612549},{"text":"That no.","start":156.84499,"end":157.405,"sentiment":"negative","sentiment_score":-0.5828368961811066},{"text":"I'm I'm not saying I'm not saying that I'm not saying that I have given not given.","start":157.405,"end":163.48499,"sentiment":"neutral","sentiment_score":-0.3045288385713802}],"sentiment":"neutral","sentiment_score":-0.3281224508854476,"num_words":44,"start":122.12,"end":163.48499},{"sentences":[{"text":"I might have done the payments, like but that's what my concern is.","start":163.48499,"end":168.625,"sentiment":"neutral","sentiment_score":-0.2522221196156282},{"text":"I never gave the authority to deduct the bad debits.","start":168.685,"end":172.42,"sentiment":"negative","sentiment_score":-0.44109462201595306},{"text":"So alright.","start":173.84,"end":175.04001,"sentiment":"neutral","sentiment_score":-0.05769970826804638},{"text":"I'll call on Monday.","start":175.04001,"end":176.26001,"sentiment":"neutral","sentiment_score":-0.007064860430546105},{"text":"Logits.","start":194.10501,"end":194.60501,"sentiment":"negative","sentiment_score":-0.3901101052761078}],"sentiment":"neutral","sentiment_score":-0.2741200912899027,"num_words":30,"start":163.48499,"end":194.60501},{"sentences":[{"text":"Yeah.","start":198.26999,"end":198.43,"sentiment":"neutral","sentiment_score":-0.16602715849876404},{"text":"That's what yeah.","start":198.43,"end":208.43,"sentiment":"neutral","sentiment_score":-0.23554553339878717},{"text":"But it's it's yeah.","start":208.43,"end":209.87,"sentiment":"neutral","sentiment_score":-0.11759375035762787},{"text":"Yeah.","start":209.87,"end":210.10999,"sentiment":"neutral","sentiment_score":-0.07439382374286652},{"text":"But it's not that I'm doing it from last two months.","start":210.10999,"end":214.35501,"sentiment":"neutral","sentiment_score":-0.15505224059928546}],"sentiment":"neutral","sentiment_score":-0.1561503615230322,"num_words":20,"start":198.26999,"end":214.35501},{"sentences":[{"text":"It's roughly around an year, and I have been doing it manually every time the payments until the last two payments.","start":214.49501,"end":221.475,"sentiment":"neutral","sentiment_score":-0.042591235999550135},{"text":"Yeah.","start":224.49501,"end":224.735,"sentiment":"neutral","sentiment_score":0.06637207418680191},{"text":"But I I am doing it personally.","start":224.735,"end":226.49501,"sentiment":"neutral","sentiment_score":0.03683747936572347},{"text":"Like, manually, I'm filling up my card details in the Stripe.","start":226.49501,"end":230.32,"sentiment":"neutral","sentiment_score":0.045742671259424904},{"text":"What was the earlier one?","start":230.38,"end":231.90001,"sentiment":"neutral","sentiment_score":-0.05244491472840309}],"sentiment":"neutral","sentiment_score":-0.0073163714673784045,"num_words":45,"start":214.49501,"end":231.90001},{"sentences":[{"text":"I was thinking they just have yeah.","start":231.90001,"end":234.78,"sentiment":"neutral","sentiment_score":-0.24491443378584726},{"text":"Yeah.","start":234.78,"end":235.1,"sentiment":"neutral","sentiment_score":-0.0662669837474823},{"text":"I'm I'm saying in the past.","start":235.1,"end":236.78,"sentiment":"neutral","sentiment_score":-0.04257082535574833},{"text":"In the past.","start":236.78,"end":237.6,"sentiment":"neutral","sentiment_score":-0.024923841779430706},{"text":"In the past, it was using Stripe, but not newness came up.","start":238.3,"end":241.74,"sentiment":"neutral","sentiment_score":-0.07261918811127543}],"sentiment":"neutral","sentiment_score":-0.10283775017436209,"num_words":29,"start":231.90001,"end":241.74},{"sentences":[{"text":"But I was doing it manually from day one.","start":241.74,"end":246.685,"sentiment":"neutral","sentiment_score":-0.09993132617738512},{"text":"Alright.","start":277.335,"end":277.73502,"sentiment":"neutral","sentiment_score":0.03214031085371971},{"text":"Not a problem.","start":277.73502,"end":278.615,"sentiment":"neutral","sentiment_score":0.24959020813306174},{"text":"I'll give them a call on Monday.","start":278.615,"end":280.23502,"sentiment":"neutral","sentiment_score":0.21960974165371486},{"text":"That's what I'm saying.","start":294.21,"end":295.33,"sentiment":"neutral","sentiment_score":0.004476800095289946}],"sentiment":"neutral","sentiment_score":0.05986268298390011,"num_words":24,"start":241.74,"end":295.33},{"sentences":[{"text":"It's that's what I'm saying.","start":295.33,"end":303.725,"sentiment":"neutral","sentiment_score":-0.03234346583485603},{"text":"It's it's not the last two months which I've started with it and pay doing the payments.","start":304.025,"end":308.445,"sentiment":"neutral","sentiment_score":-0.1190976421622669},{"text":"It's more than roughly here.","start":308.745,"end":310.505,"sentiment":"neutral","sentiment_score":-0.1020527333021164},{"text":"It's more than ten months.","start":310.505,"end":312.445,"sentiment":"neutral","sentiment_score":-0.10317572504281998},{"text":"From last eight to 10 payments, I have been doing it.","start":312.585,"end":315.78,"sentiment":"neutral","sentiment_score":-0.04113316671414809}],"sentiment":"neutral","sentiment_score":-0.08523219468635182,"num_words":43,"start":295.33,"end":315.78},{"sentences":[{"text":"I neither had that because I would have known, okay, I would have given these things to do something with my card or do the payment process or anything.","start":316.02,"end":324.76,"sentiment":"negative","sentiment_score":-0.4372063484685174},{"text":"Last night, I had some amount in my bank.","start":325.54,"end":328.625,"sentiment":"neutral","sentiment_score":-0.13500924656788507},{"text":"I woke up this morning, and it was deducted.","start":328.625,"end":331.125,"sentiment":"neutral","sentiment_score":-0.1351217594411638},{"text":"Then I I don't know how in the earth, while I'm sleeping, the payments are getting deducted from it, and without my knowledge or authorization, I don't know.","start":332.14502,"end":344.04,"sentiment":"neutral","sentiment_score":-0.20707802634154046},{"text":"May maybe I'll speak with the support guys in the on Monday.","start":344.04,"end":349.18,"sentiment":"neutral","sentiment_score":-0.08902153683205445}],"sentiment":"neutral","sentiment_score":-0.2526046705657038,"num_words":87,"start":316.02,"end":349.18},{"sentences":[{"text":"Sure.","start":353.4,"end":353.9,"sentiment":"neutral","sentiment_score":0.06930960714817047},{"text":"Maybe.","start":362.375,"end":362.775,"sentiment":"neutral","sentiment_score":0.032050471752882004},{"text":"Ninety five?","start":362.775,"end":363.655,"sentiment":"neutral","sentiment_score":0.026029929518699646},{"text":"Alright.","start":363.655,"end":364.155,"sentiment":"neutral","sentiment_score":0.10816764831542967},{"text":"Alright.","start":366.215,"end":366.715,"sentiment":"neutral","sentiment_score":0.0792497918009758}],"sentiment":"neutral","sentiment_score":0.05680622967580954,"num_words":6,"start":353.4,"end":366.715},{"sentences":[{"text":"Got it.","start":406.19998,"end":407.3,"sentiment":"neutral","sentiment_score":-0.00989978015422821},{"text":"I'll give them a call.","start":407.4,"end":410.3,"sentiment":"neutral","sentiment_score":-0.03974467739462852},{"text":"Yeah.","start":410.4,"end":410.9,"sentiment":"neutral","sentiment_score":-0.012672103010118008},{"text":"It's it's nothing to do with bills getting paid.","start":411.0,"end":415.02,"sentiment":"neutral","sentiment_score":-0.21267707149187723},{"text":"It's just the way it's getting paid.","start":415.35892,"end":417.11893,"sentiment":"neutral","sentiment_score":0.06966709345579147}],"sentiment":"neutral","sentiment_score":-0.06906745998033632,"num_words":24,"start":406.19998,"end":417.11893},{"sentences":[{"text":"That's what my concern is.","start":417.11893,"end":418.73892,"sentiment":"neutral","sentiment_score":-0.09314633905887604},{"text":"Alright, mate.","start":420.23892,"end":421.03894,"sentiment":"neutral","sentiment_score":0.22351603209972382},{"text":"Thanks for your help.","start":421.03894,"end":422.09894,"sentiment":"positive","sentiment_score":0.7696501761674881}],"sentiment":"neutral","sentiment_score":0.27817282487045636,"num_words":11,"start":417.11893,"end":422.09894}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Good afternoon, Adele.\n\nChannel 1: Hi, Ned. My name is.\n\nChannel 0: Mhmm. How are you?\n\nChannel 1: I'm good. I'm good. Just want to inquire that from last two months, my bill payments have been deducting directly. I just\n\nChannel 0: Yep.\n\nChannel 1: want to know that I never gave the authority to deduct my direct debit. So what's happening?\n\nChannel 0: Yeah. You probably have to call back on Monday because the accounts tend to not work on the weekends.\n\nChannel 1: Alright. Fair enough. Not a\n\nChannel 0: But\n\nChannel 1: problem.\n\nChannel 0: the but hang on. Let me just check something if you don't. How do you spell your first name?\n\nChannel 1: It's l o v m, e e, t, e for ultra.\n\nChannel 0: Sorry. N o v\n\nChannel 1: No. No. L l for lithium.\n\nChannel 0: oh, l. Sorry. L\n\nChannel 1: Yeah.\n\nChannel 0: o v, yep,\n\nChannel 1: MEETEForUltra.\n\nChannel 0: m, double e, Lovemeets Singh Mula. Yeah?\n\nChannel 1: Yeah. That's the one.\n\nChannel 0: Okay. Okay. So all your bills up to date, they're all being paid. But you're you're saying that you didn't authorize direct debit?\n\nChannel 1: Yes. It's just my concern that's fine. But I need, like there was some reasons I didn't do the direct debit, but I'm checking from last two bills. It has been deducted without my knowledge.\n\nChannel 0: Well, the only way the direct debit could happen is if you allow it to have it. We can't do it for you because we don't have a click button to do that.\n\nChannel 1: Exactly my point because I never approved it.\n\nChannel 0: Well,\n\nChannel 1: I never gave the authority alone because no\n\nChannel 0: now\n\nChannel 1: no\n\nChannel 0: you\n\nChannel 1: one\n\nChannel 0: put\n\nChannel 1: asked either.\n\nChannel 0: did you save your card? Is it going through card or your bank?\n\nChannel 1: Looks like it's from the bank. Be be because it's very strange. I never gave my card details, neither my bank details, but I don't know how\n\nChannel 0: You\n\nChannel 1: these\n\nChannel 0: will\n\nChannel 1: payments\n\nChannel 0: no. No. No. No. No.\n\nNo. I'm gonna stop you there. Alright? I'm gonna stop you there. If you don't give your card details with that, we we can't accept payment.\n\nPoint number one. So for us to get your card details, it would have had to been done when you probably first applied for it or something like that. Your card details would have been saved because you would have selected save on that, and that way that card is saved. There's no way in the world anybody can\n\nChannel 1: No.\n\nChannel 0: take\n\nChannel 1: No. That\n\nChannel 0: money\n\nChannel 1: no.\n\nChannel 0: from\n\nChannel 1: I'm\n\nChannel 0: your\n\nChannel 1: I'm\n\nChannel 0: card\n\nChannel 1: not\n\nChannel 0: if we don't\n\nChannel 1: saying\n\nChannel 0: have the\n\nChannel 1: I'm\n\nChannel 0: card details.\n\nChannel 1: not saying\n\nChannel 0: Yeah.\n\nChannel 1: that I'm not saying that I have given not given. I might have done the payments,\n\nChannel 0: Yeah.\n\nChannel 1: like but that's what my concern is. I never gave the authority to deduct the bad debits. So\n\nChannel 0: Well,\n\nChannel 1: alright.\n\nChannel 0: the\n\nChannel 1: I'll\n\nChannel 0: the\n\nChannel 1: call\n\nChannel 0: reason\n\nChannel 1: on Monday.\n\nChannel 0: that there hang on. There's two types of direct debits. Alright? And I think a lot of people get confused. A direct debit can done from a bank, from your bank account, or it can be saved when you make a purchase through your through your debit card.\n\nAnd I've I've got a feeling that's what's happened. Because if you don't\n\nChannel 1: Logits.\n\nChannel 0: save it if you don't save it, we can't save it for you.\n\nChannel 1: Yeah.\n\nChannel 0: We\n\nChannel 1: That's\n\nChannel 0: don't have that\n\nChannel 1: what\n\nChannel 0: we don't have that tag. So you must have when you made a purchase, it it would have been saved the card. You must have saved it, and that's why that's happening. But it's\n\nChannel 1: yeah.\n\nChannel 0: happened in\n\nChannel 1: But\n\nChannel 0: all\n\nChannel 1: it's\n\nChannel 0: your payments.\n\nChannel 1: it's yeah. Yeah. But it's not that I'm doing it from last two months. It's roughly around an year, and I have been doing it manually every time the payments until the last two\n\nChannel 0: Now\n\nChannel 1: payments.\n\nChannel 0: here it's got card capture here.\n\nChannel 1: Yeah. But I I am doing it personally. Like, manually, I'm filling up my card details in the Stripe. What was the earlier one? I was thinking\n\nChannel 0: No. We're\n\nChannel 1: they\n\nChannel 0: not\n\nChannel 1: just have\n\nChannel 0: we're we're not using Stripe anymore.\n\nChannel 1: yeah. Yeah. I'm I'm saying in the past. In the past.\n\nChannel 0: Finance.\n\nChannel 1: In the past, it was\n\nChannel 0: Pirates.\n\nChannel 1: using Stripe, but not newness came up. But I was doing it manually from day\n\nChannel 0: Okay. So it must be done manually\n\nChannel 1: one.\n\nChannel 0: then. I don't know. But we documents. Okay. Let me just check something here.\n\nNo. Okay. So a couple is I can't see it from my end. That's that's the thing. I mean, the girl although the accounts that come on back on Monday, they'll be able to probably\n\nChannel 1: Alright. Not a problem. I'll give them a call on Monday.\n\nChannel 0: give them a call on Monday. But I think what you gotta understand that from our end from our end, if there's a card capture, it means that you saved that card or that card was saved. And that was\n\nChannel 1: That's\n\nChannel 0: saved\n\nChannel 1: what\n\nChannel 0: then.\n\nChannel 1: I'm saying.\n\nChannel 0: And you have\n\nChannel 1: It's\n\nChannel 0: the you have the option to either save it or not save it, so you must have saved it.\n\nChannel 1: that's\n\nChannel 0: Yeah.\n\nChannel 1: what\n\nChannel 0: Because\n\nChannel 1: I'm saying.\n\nChannel 0: we yeah.\n\nChannel 1: It's\n\nChannel 0: Because\n\nChannel 1: it's not\n\nChannel 0: we\n\nChannel 1: the last two months which I've started with it and pay doing the payments. It's\n\nChannel 0: mhmm.\n\nChannel 1: more than roughly here. It's more than ten months. From last eight to 10 payments, I have been doing it. I neither had that because I would have known, okay, I would have given these things to do something with my card or do the payment process or anything. Last night, I had some amount in my bank.\n\nI woke up this morning, and it was deducted. Then I I don't know how in the earth, while I'm sleeping, the payments are getting deducted from it, and without\n\nChannel 0: Well, it'll\n\nChannel 1: my\n\nChannel 0: be\n\nChannel 1: knowledge\n\nChannel 0: an automatic\n\nChannel 1: or authorization,\n\nChannel 0: it'll be an autumn it'll be an automated system.\n\nChannel 1: I don't know. May maybe I'll speak with the support guys in the on Monday.\n\nChannel 0: Yeah. Speak with them because, I mean, she'll be able to explain all I think it's Melissa\n\nChannel 1: Sure.\n\nChannel 0: or the one that's in charge of all that. She yeah. Give them a call. They they work from nine till five, Monday to Fridays.\n\nChannel 1: Maybe. Ninety five? Alright.\n\nChannel 0: Yeah. And she'll be able to explain how all that works. But I'm\n\nChannel 1: Alright.\n\nChannel 0: pretty sure if there's amount taken out of your your out of your card, because normally all the payments are done between the first and the tenth of each month. After the eleventh, there's a $20 late fee or something like that. So that's part of the process how that works. And if there's any cards that have been dishonored or anything like that or payments that have been dishonored, I think the bank charges are $9 dishonored fee or something like that. I I may be just going off from the top of my head.\n\nI'm not too I'm not a 100% sure. Yeah. Yeah. Just give a call on Monday.\n\nChannel 1: Got\n\nChannel 0: Yeah. I mean,\n\nChannel 1: it.\n\nChannel 0: eventually, the\n\nChannel 1: I'll\n\nChannel 0: bill does have\n\nChannel 1: give\n\nChannel 0: to be paid,\n\nChannel 1: them\n\nChannel 0: so\n\nChannel 1: a\n\nChannel 0: it's getting\n\nChannel 1: call.\n\nChannel 0: paid, and\n\nChannel 1: Yeah.\n\nChannel 0: it's all up\n\nChannel 1: It's\n\nChannel 0: to date.\n\nChannel 1: it's nothing to do with bills getting paid. It's\n\nChannel 0: Alright.\n\nChannel 1: just the way it's getting paid. That's what my concern is.\n\nChannel 0: Okay.\n\nChannel 1: Alright,\n\nChannel 0: Alright.\n\nChannel 1: mate. Thanks for your help.\n\nChannel 0: Okay. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Good afternoon, Adele.","start":0.48,"end":1.6999999,"sentiment":"positive","sentiment_score":0.3422958751519521}],"sentiment":"positive","sentiment_score":0.3422958751519521,"channel":0,"num_words":3,"start":0.48,"end":1.6999999},{"sentences":[{"text":"Hi, Ned.","start":2.8799999,"end":3.62,"sentiment":"neutral","sentiment_score":0.16777077317237854},{"text":"My name is.","start":4.0,"end":4.74,"sentiment":"neutral","sentiment_score":0.10973959416151047}],"sentiment":"neutral","sentiment_score":0.1329520657658577,"channel":1,"num_words":5,"start":2.8799999,"end":4.74},{"sentences":[{"text":"Mhmm.","start":5.8399997,"end":6.3399997,"sentiment":"neutral","sentiment_score":0.10707750916481018},{"text":"How are you?","start":6.48,"end":7.3799996,"sentiment":"neutral","sentiment_score":0.20085864265759787}],"sentiment":"neutral","sentiment_score":0.17741335928440094,"channel":0,"num_words":4,"start":5.8399997,"end":7.3799996},{"sentences":[{"text":"I'm good.","start":7.52,"end":8.16,"sentiment":"positive","sentiment_score":0.5905022621154785},{"text":"I'm good.","start":8.16,"end":8.82,"sentiment":"positive","sentiment_score":0.5498636662960052},{"text":"Just want to inquire that from last two months, my bill payments have been deducting directly.","start":9.04,"end":17.215,"sentiment":"neutral","sentiment_score":-0.028305563842877746},{"text":"I just","start":18.075,"end":18.555,"sentiment":"neutral","sentiment_score":-0.08494451642036438}],"sentiment":"neutral","sentiment_score":0.07536153647709977,"channel":1,"num_words":22,"start":7.52,"end":18.555},{"sentences":[{"text":"Yep.","start":18.375,"end":18.875,"sentiment":"neutral","sentiment_score":-0.08271095156669617}],"sentiment":"neutral","sentiment_score":-0.08271095156669617,"channel":0,"num_words":1,"start":18.375,"end":18.875},{"sentences":[{"text":"want to know that I never gave the authority to deduct my direct debit.","start":18.555,"end":24.175,"sentiment":"neutral","sentiment_score":-0.24326433028493608},{"text":"So what's happening?","start":24.395,"end":25.535,"sentiment":"neutral","sentiment_score":-0.11370633045832317}],"sentiment":"neutral","sentiment_score":-0.22040115384494557,"channel":1,"num_words":17,"start":18.555,"end":25.535},{"sentences":[{"text":"Yeah.","start":26.05,"end":26.21,"sentiment":"neutral","sentiment_score":-0.14707012474536896},{"text":"You probably have to call back on Monday because the accounts tend to not work on the weekends.","start":26.21,"end":30.07,"sentiment":"neutral","sentiment_score":-0.23896830280621847}],"sentiment":"neutral","sentiment_score":-0.23413155659248955,"channel":0,"num_words":19,"start":26.05,"end":30.07},{"sentences":[{"text":"Alright.","start":30.72,"end":31.119999,"sentiment":"neutral","sentiment_score":0.004690656438469887},{"text":"Fair enough.","start":31.119999,"end":31.84,"sentiment":"neutral","sentiment_score":0.013559941202402115},{"text":"Not 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The agent explains that direct debit is not possible and that the customer must have saved their card details manually. The agent also explains that payments are deducted automatically and that the customer must call back on Monday to confirm payment details."},"intents":{"segments":[{"text":"Just want to inquire that from last two months, my bill payments have been deducting directly. I just Yep.","start_word":16,"end_word":34,"intents":[{"intent":"Inquire about direct debit authorization","confidence_score":0.11808343}]},{"text":"I never gave my card details, neither my bank details, but I don't know how You these will payments no. No.","start_word":279,"end_word":299,"intents":[{"intent":"Confirm card details","confidence_score":0.113629125}]},{"text":"Your card details would have been saved because you would have selected save on that, and that way that card is saved.","start_word":357,"end_word":378,"intents":[{"intent":"Save card details","confidence_score":0.06980246}]},{"text":"I never gave the authority to deduct the bad debits. So Well, alright.","start_word":435,"end_word":447,"intents":[{"intent":"Deduct bad debits","confidence_score":0.1046655}]},{"text":"There's two types of direct debits. Alright? And I think a lot of people get confused. A direct debit can done from a bank, from your bank account, or it can be saved when you make a purchase through your through your debit card.","start_word":459,"end_word":502,"intents":[{"intent":"Discuss direct debits","confidence_score":0.065699324}]},{"text":"A direct debit can done from a bank, from your bank account, or it can be saved when you make a purchase through your through your debit card.","start_word":475,"end_word":502,"intents":[{"intent":"Explain direct debits","confidence_score":0.10664239},{"intent":"Explain direct debits","confidence_score":0.21561766},{"intent":"Explain direct debits","confidence_score":0.21450433},{"intent":"Explain direct debits","confidence_score":0.19832645},{"intent":"Explain direct debits","confidence_score":0.10682865}]},{"text":"We're they not just have we're we're not using Stripe anymore. yeah. Yeah.","start_word":649,"end_word":661,"intents":[{"intent":"Verify card usage","confidence_score":0.015820382}]},{"text":"I neither had that because I would have known, okay, I would have given these things to do something with my card or do the payment process or anything.","start_word":880,"end_word":908,"intents":[{"intent":"Automate payment process","confidence_score":0.012177054}]}]},"sentiments":{"segments":[{"text":"Good afternoon, Adele. Hi, Ned. My name is. Mhmm. How are you?","start_word":0,"end_word":11,"sentiment":"neutral","sentiment_score":0.1947923004627228},{"text":"I'm good. I'm good.","start_word":12,"end_word":15,"sentiment":"positive","sentiment_score":0.567192554473877},{"text":"Just want to inquire that from last two months, my bill payments have been deducting directly. I just Yep. want to know that I never gave the authority to deduct my direct debit. So what's happening? Yeah. You probably have to call back on Monday because the accounts tend to not work on the weekends. Alright. Fair enough. Not a But problem. the but hang on. Let me just check something if you don't. How do you spell your first name? It's l o v m, e e, t, e for ultra. Sorry. N o v No. No. L l for lithium. oh, l. Sorry. L Yeah. o v, yep, MEETEForUltra. m, double e, Lovemeets Singh Mula. Yeah? Yeah. That's the one. Okay. Okay. So all your bills up to date, they're all being paid. But you're you're saying that you didn't authorize direct debit? Yes. It's just my concern that's fine. But I need, like there was some reasons I didn't do the direct debit, but I'm checking from last two bills.","start_word":16,"end_word":188,"sentiment":"neutral","sentiment_score":-0.08898191899061203},{"text":"It has been deducted without my knowledge.","start_word":189,"end_word":195,"sentiment":"negative","sentiment_score":-0.3773788511753082},{"text":"Well, the only way the direct debit could happen is if you allow it to have it.","start_word":196,"end_word":212,"sentiment":"neutral","sentiment_score":-0.2131206840276718},{"text":"We can't do it for you because we don't have a click button to do that. Exactly my point because I never approved it. Well, I never gave the authority alone because no now no you one put asked either.","start_word":213,"end_word":252,"sentiment":"negative","sentiment_score":-0.3517804741859436},{"text":"did you save your card? Is it going through card or your bank? Looks like it's from the bank.","start_word":253,"end_word":271,"sentiment":"neutral","sentiment_score":-0.17282231152057648},{"text":"Be be because it's very strange.","start_word":272,"end_word":277,"sentiment":"negative","sentiment_score":-0.4226219654083252},{"text":"I never gave my card details, neither my bank details, but I don't know how You these will payments no.","start_word":278,"end_word":297,"sentiment":"neutral","sentiment_score":-0.3078616261482239},{"text":"No. No. No. No. No. I'm gonna stop you there.","start_word":298,"end_word":307,"sentiment":"negative","sentiment_score":-0.5345137715339661},{"text":"Alright? I'm gonna stop you there.","start_word":308,"end_word":313,"sentiment":"neutral","sentiment_score":-0.23899750411510468},{"text":"If you don't give your card details with that, we we can't accept payment.","start_word":314,"end_word":327,"sentiment":"negative","sentiment_score":-0.5425835847854614},{"text":"Point number one. So for us to get your card details, it would have had to been done when you probably first applied for it or something like that. Your card details would have been saved because you would have selected save on that, and that way that card is saved.","start_word":328,"end_word":378,"sentiment":"neutral","sentiment_score":-0.05640382692217827},{"text":"There's no way in the world anybody can No. take No. That money no. from I'm your I'm card not if we don't saying have the I'm card details.","start_word":379,"end_word":407,"sentiment":"negative","sentiment_score":-0.45275047421455383},{"text":"not saying Yeah. that I'm not saying that I have given not given. I might have done the payments, Yeah. like but that's what my concern is.","start_word":408,"end_word":434,"sentiment":"neutral","sentiment_score":-0.2511327862739563},{"text":"I never gave the authority to deduct the bad debits.","start_word":435,"end_word":444,"sentiment":"negative","sentiment_score":-0.4338749647140503},{"text":"So Well, alright. the I'll the call reason on Monday. that there hang on. There's two types of direct debits. Alright? And I think a lot of people get confused. A direct debit can done from a bank, from your bank account, or it can be saved when you make a purchase through your through your debit card. And I've I've got a feeling that's what's happened.","start_word":445,"end_word":511,"sentiment":"neutral","sentiment_score":-0.15246136486530304},{"text":"Because if you don't Logits. save it if you don't save it, we can't save it for you.","start_word":512,"end_word":529,"sentiment":"negative","sentiment_score":-0.48718398809432983},{"text":"Yeah. We That's don't have that what we don't have that tag. So you must have when you made a purchase, it it would have been saved the card. You must have saved it, and that's why that's happening. But it's yeah. happened in But all it's your payments. it's yeah. Yeah. But it's not that I'm doing it from last two months. It's roughly around an year, and I have been doing it manually every time the payments until the last two Now payments. here it's got card capture here. Yeah. But I I am doing it personally. Like, manually, I'm filling up my card details in the Stripe. What was the earlier one? I was thinking No.","start_word":530,"end_word":648,"sentiment":"neutral","sentiment_score":-0.09878723576915364},{"text":"We're they not just have we're we're not using Stripe anymore.","start_word":649,"end_word":659,"sentiment":"negative","sentiment_score":-0.4030528664588928},{"text":"yeah. Yeah. I'm I'm saying in the past. In the past. Finance. In the past, it was Pirates. using Stripe, but not newness came up. But I was doing it manually from day Okay. So it must be done manually one. then. I don't know. But we documents. Okay. Let me just check something here. No. Okay. So a couple is I can't see it from my end. That's that's the thing. I mean, the girl although the accounts that come on back on Monday, they'll be able to probably Alright. Not a problem. I'll give them a call on Monday. give them a call on Monday. But I think what you gotta understand that from our end from our end, if there's a card capture, it means that you saved that card or that card was saved. And that was That's saved what then. I'm saying. And you have It's the you have the option to either save it or not save it, so you must have saved it. that's Yeah. what Because I'm saying. we yeah. It's Because it's not we the last two months which I've started with it and pay doing the payments. It's mhmm. more than roughly here. It's more than ten months. From last eight to 10 payments, I have been doing it.","start_word":660,"end_word":878,"sentiment":"neutral","sentiment_score":-0.04221732914447784},{"text":"I neither had that because I would have known, okay, I would have given these things to do something with my card or do the payment process or anything.","start_word":879,"end_word":907,"sentiment":"negative","sentiment_score":-0.4347242712974548},{"text":"Last night, I had some amount in my bank. I woke up this morning, and it was deducted. Then I I don't know how in the earth, while I'm sleeping, the payments are getting deducted from it, and without Well, it'll be my an knowledge automatic or it'll authorization, be an autumn it'll be an automated system. I don't know. May maybe I'll speak with the support guys in the on Monday. Yeah. Speak with them because, I mean, she'll be able to explain all I think it's Melissa Sure. or the one that's in charge of all that. She yeah. Give them a call. They they work from nine till five, Monday to Fridays. Maybe. Ninety five? Alright. Yeah. And she'll be able to explain how all that works. But I'm Alright. pretty sure if there's amount taken out of your your out of your card, because normally all the payments are done between the first and the tenth of each month. After the eleventh, there's a $20 late fee or something like that. So that's part of the process how that works. And if there's any cards that have been dishonored or anything like that or payments that have been dishonored, I think the bank charges are $9 dishonored fee or something like that.","start_word":908,"end_word":1123,"sentiment":"neutral","sentiment_score":-0.06798366457223892},{"text":"I I may be just going off from the top of my head. I'm not too I'm not a 100% sure.","start_word":1124,"end_word":1144,"sentiment":"negative","sentiment_score":-0.5143489241600037},{"text":"Yeah. Yeah. Just give a call on Monday. Got Yeah. I mean, eventually, it. the I'll bill does have give to be paid, them so a it's getting call. paid, and Yeah. it's all up It's to date. it's nothing to do with bills getting paid. It's Alright. just the way it's getting paid. That's what my concern is. Okay. Alright, Alright. mate.","start_word":1145,"end_word":1207,"sentiment":"neutral","sentiment_score":-0.02344409636561833},{"text":"Thanks for your help. Okay. Thank you. Bye.","start_word":1208,"end_word":1215,"sentiment":"positive","sentiment_score":0.6472891569137573}],"average":{"sentiment":"neutral","sentiment_score":-0.12855910824815478}}}}