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Thank you so much, by the way, for ringing us back. Just give me one second. Let me just pull up your account. Can you tell me the name associated on the account, please? Thank you. Hold on. Thank you so much, Kjellman. I already have your account Mhmm. Thank you so much, Kjellman. I've already have your account pulled up. How may I help you today? Sorry. Did you receive an email or a phone call? If I may ask, what email did you receive and where where I mean, who's the sender? I mean, the the email buddy? What's the email all about? 289 charge for the email. Does it say Airtel on the signature of the sender? K. Is there any way that you could forward me the email that you received? I just want to make sure that the email was sent from Erzell. Yeah. But, however, we don't normally do outbound call for I mean, do you I mean, if is it an early termination fee? If I may ask if you if I may ask if you requested a an early cancellation of your account or your service. Okay. Yeah. It's one of my colleague. If I'm asked, when did you request to cancel your service? Okay. So last week, you request or you informed us for a cancellation of your service. Correct? I see. Just give me one second. Could you provide me the exact amount of the payment, please? Thank you so much. Thank you so much for further information. Let me take a look into it. But you wanna can I mean, you would you're canceling the request to disconnect your service? Correct? You want to continue your service. Right? Oh, okay. Sure. If that's the case then, we'll work on this. I'll go ahead and communicate with Melissa and request for a refund since you are canceling the disconnections I mean, disconnecting the serve I mean, disconnecting your service. Right? Did you do you still want to cancel your account or no? Okay. So your account will remain active. Right? Okay. And you wanna keep continue using your Internet. Correct? Okay. I'll go ahead and communicate with one of my colleagues, and I'll give you a call within this day. Alright? Of course. I'll send you an email. Okay. I'm sorry, Toma. No. Because the service will be continuously active. Okay. Alright. So before we end this call, I just wanna make sure that we'll be we are on the same page. So you are you would like to continue your service. You're requesting for the early termination fee for 200 let me check. $287.98. Your service will continue, though you will be out of the country or state, and your you will still incur unused I mean, you will still be charged for the unused service since your service will be continue. Okay? We I'm sorry that we cannot pause your service. But your service will remain active, and we'll work on processing the refund for the early termination fee. Okay? Mhmm. What do you mean the home phone? Was it provided by Airtel as well? Is it a bundled service with your plan? Okay. But I'm not seeing a bundled home I mean, a bundled phone service. I mean, there's If the home phone service is from Aritel as well, because I'm not seeing here a bundle I mean, your service does not come with a bundle with a home phone. So it was given to you with no additional cost, the home phone? No. No. I'm asking you because right now on your service because it has an additional cost. We're can you tell me who who spoke? Inet. Was the phone was purchased under INET? Okay. Mhmm. Okay. I'll take a look into that as well. K. So if there if there will be an additional charge, are you good to are you okay with it? Because it yeah. Sure. No worries. Because right now on your service, I'm not seeing an additional home phone service. So there's no charges for that. Yeah. Without there's no service for a telephone. Yeah. You're not charging for that. You're not currently subscribed to that bundle. Okay? Have a good day. 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Thank you for calling Erudel. My name is Mary. How can I help you today? Thank you so much.\n\nJust give me one second. Let me just pull up your account. Okay? Hold on. Thank you so much, by the way, for ringing us back.\n\nJust give me one second. Let me just pull up your account. Can you tell me the name associated on the account, please? Thank you. Hold on.\n\nThank you so much, Kjellman. I already have your account Mhmm. Thank you so much, Kjellman. I've already have your account pulled up. How may I help you today?\n\nSorry. Did you receive an email or a phone call? If I may ask, what email did you receive and where where I mean, who's the sender? I mean, the the email buddy? What's the email all about?\n\n289 charge for the email. Does it say Airtel on the signature of the sender? K. Is there any way that you could forward me the email that you received? I just want to make sure that the email was sent from Erzell.\n\nYeah. But, however, we don't normally do outbound call for I mean, do you I mean, if is it an early termination fee? If I may ask if you if I may ask if you requested a an early cancellation of your account or your service. Okay. Yeah.\n\nIt's one of my colleague. If I'm asked, when did you request to cancel your service? Okay. So last week, you request or you informed us for a cancellation of your service. Correct?\n\nI see. Just give me one second. Could you provide me the exact amount of the payment, please? Thank you so much. Thank you so much for further information.\n\nLet me take a look into it. But you wanna can I mean, you would you're canceling the request to disconnect your service? Correct? You want to continue your service. Right?\n\nOh, okay. Sure. If that's the case then, we'll work on this. I'll go ahead and communicate with Melissa and request for a refund since you are canceling the disconnections I mean, disconnecting the serve I mean, disconnecting your service. Right?\n\nDid you do you still want to cancel your account or no? Okay. So your account will remain active. Right? Okay.\n\nAnd you wanna keep continue using your Internet. Correct? Okay. I'll go ahead and communicate with one of my colleagues, and I'll give you a call within this day. Alright?\n\nOf course. I'll send you an email. Okay. I'm sorry, Toma. No.\n\nBecause the service will be continuously active. Okay. Alright. So before we end this call, I just wanna make sure that we'll be we are on the same page. So you are you would like to continue your service.\n\nYou're requesting for the early termination fee for 200 let me check. $287.98. Your service will continue, though you will be out of the country or state, and your you will still incur unused I mean, you will still be charged for the unused service since your service will be continue. Okay? We I'm sorry that we cannot pause your service.\n\nBut your service will remain active, and we'll work on processing the refund for the early termination fee. Okay? Mhmm. What do you mean the home phone? Was it provided by Airtel as well?\n\nIs it a bundled service with your plan? Okay. But I'm not seeing a bundled home I mean, a bundled phone service. I mean, there's If the home phone service is from Aritel as well, because I'm not seeing here a bundle I mean, your service does not come with a bundle with a home phone. So it was given to you with no additional cost, the home phone?\n\nNo. No. I'm asking you because right now on your service because it has an additional cost. We're can you tell me who who spoke? Inet.\n\nWas the phone was purchased under INET? Okay. Mhmm. Okay. I'll take a look into that as well.\n\nK. So if there if there will be an additional charge, are you good to are you okay with it? Because it yeah. Sure. No worries.\n\nBecause right now on your service, I'm not seeing an additional home phone service. So there's no charges for that. Yeah. Without there's no service for a telephone. Yeah.\n\nYou're not charging for that. You're not currently subscribed to that bundle. Okay? Have a good day. Goodbye.","paragraphs":[{"sentences":[{"text":"Okay.","start":0.24,"end":0.74,"sentiment":"neutral","sentiment_score":0.2547590136528015},{"text":"Thank you for calling Erudel.","start":2.08,"end":3.52,"sentiment":"positive","sentiment_score":0.6132129311561585},{"text":"My name is Mary.","start":3.52,"end":4.3199997,"sentiment":"positive","sentiment_score":0.6294929534196854},{"text":"How can I help you today?","start":4.3199997,"end":5.62,"sentiment":"positive","sentiment_score":0.573000838359197},{"text":"Thank you so much.","start":22.135,"end":22.935,"sentiment":"positive","sentiment_score":0.5252638757228851}],"sentiment":"positive","sentiment_score":0.5688928008079529,"num_words":20,"start":0.24,"end":22.935},{"sentences":[{"text":"Just give me one second.","start":22.935,"end":23.895,"sentiment":"neutral","sentiment_score":0.31643669605255126},{"text":"Let me just pull up your account.","start":23.895,"end":25.175,"sentiment":"neutral","sentiment_score":0.12872218021324702},{"text":"Okay?","start":25.175,"end":25.575,"sentiment":"neutral","sentiment_score":0.10857893526554108},{"text":"Hold on.","start":25.575,"end":26.314999,"sentiment":"neutral","sentiment_score":0.07788343727588654},{"text":"Thank you so much, by the way, for ringing us back.","start":27.94,"end":30.76,"sentiment":"positive","sentiment_score":0.48799028721722687}],"sentiment":"neutral","sentiment_score":0.31213375811393446,"num_words":26,"start":22.935,"end":30.76},{"sentences":[{"text":"Just give me one second.","start":35.3,"end":36.5,"sentiment":"neutral","sentiment_score":0.25351117849349974},{"text":"Let me just pull up your account.","start":36.5,"end":39.08,"sentiment":"neutral","sentiment_score":0.1234913095831871},{"text":"Can you tell me the name associated on the account, please?","start":41.385002,"end":44.365,"sentiment":"neutral","sentiment_score":0.10315226289359006},{"text":"Thank you.","start":48.585,"end":49.465,"sentiment":"neutral","sentiment_score":0.17872589826583862},{"text":"Hold on.","start":49.465,"end":50.205,"sentiment":"neutral","sentiment_score":0.07316676154732704}],"sentiment":"neutral","sentiment_score":0.13964649151872705,"num_words":27,"start":35.3,"end":50.205},{"sentences":[{"text":"Thank you so much, Kjellman.","start":56.67,"end":58.769997,"sentiment":"positive","sentiment_score":0.3377444505691528},{"text":"I already have your account Mhmm.","start":59.87,"end":62.43,"sentiment":"neutral","sentiment_score":0.11279487485686938},{"text":"Thank you so much, Kjellman.","start":62.43,"end":63.789997,"sentiment":"positive","sentiment_score":0.3347746551036835},{"text":"I've already have your account pulled up.","start":63.789997,"end":65.63,"sentiment":"neutral","sentiment_score":0.3265268291745867},{"text":"How may I help you today?","start":65.63,"end":67.09,"sentiment":"positive","sentiment_score":0.34859875837961835}],"sentiment":"neutral","sentiment_score":0.29022914248293846,"num_words":29,"start":56.67,"end":67.09},{"sentences":[{"text":"Sorry.","start":76.145004,"end":76.645004,"sentiment":"neutral","sentiment_score":-0.2239718437194824},{"text":"Did you receive an email or a phone call?","start":77.025,"end":79.925,"sentiment":"neutral","sentiment_score":-0.15484688017103407},{"text":"If I may ask, what email did you receive and where where I mean, who's the sender?","start":100.645,"end":106.265,"sentiment":"neutral","sentiment_score":-0.10948297994978287},{"text":"I mean, the the email buddy?","start":107.365,"end":108.905,"sentiment":"neutral","sentiment_score":-0.08541011189421018},{"text":"What's the email all about?","start":109.205,"end":110.46,"sentiment":"neutral","sentiment_score":-0.08108470439910889}],"sentiment":"neutral","sentiment_score":-0.11570233204647114,"num_words":38,"start":76.145004,"end":110.46},{"sentences":[{"text":"289 charge for the email.","start":120.78,"end":123.759995,"sentiment":"neutral","sentiment_score":-0.13352100998163224},{"text":"Does it say Airtel on the signature of the sender?","start":124.055,"end":128.075,"sentiment":"neutral","sentiment_score":-0.10412779375910759},{"text":"K.","start":142.4,"end":142.9,"sentiment":"neutral","sentiment_score":-0.06790268421173096},{"text":"Is there any way that you could forward me the email that you received?","start":143.2,"end":148.31999,"sentiment":"neutral","sentiment_score":-0.02282918963049139},{"text":"I just want to make sure that the email was sent from Erzell.","start":148.31999,"end":154.05501,"sentiment":"neutral","sentiment_score":-0.057411463787922494}],"sentiment":"neutral","sentiment_score":-0.06611031059955441,"num_words":43,"start":120.78,"end":154.05501},{"sentences":[{"text":"Yeah.","start":169.81,"end":170.13,"sentiment":"neutral","sentiment_score":-0.06626585125923157},{"text":"But, however, we don't normally do outbound call for I mean, do you I mean, if is it an early termination fee?","start":170.13,"end":190.435,"sentiment":"neutral","sentiment_score":-0.14172015305269847},{"text":"If I may ask if you if I may ask if you requested a an early cancellation of your account or your service.","start":197.90001,"end":214.025,"sentiment":"neutral","sentiment_score":-0.04114422449113234},{"text":"Okay.","start":234.685,"end":235.185,"sentiment":"neutral","sentiment_score":-0.007530997041612864},{"text":"Yeah.","start":238.84499,"end":239.245,"sentiment":"neutral","sentiment_score":-0.011091290973126888}],"sentiment":"neutral","sentiment_score":-0.08643851395269546,"num_words":48,"start":169.81,"end":239.245},{"sentences":[{"text":"It's one of my colleague.","start":239.245,"end":240.625,"sentiment":"neutral","sentiment_score":-0.030308403447270392},{"text":"If I'm asked, when did you request to cancel your service?","start":242.84499,"end":245.98499,"sentiment":"neutral","sentiment_score":-0.05054673010652715},{"text":"Okay.","start":262.525,"end":263.005,"sentiment":"neutral","sentiment_score":-0.11450258642435074},{"text":"So last week, you request or you informed us for a cancellation of your service.","start":263.005,"end":272.445,"sentiment":"neutral","sentiment_score":-0.07534876440962156},{"text":"Correct?","start":272.445,"end":272.945,"sentiment":"neutral","sentiment_score":-0.04936176538467407}],"sentiment":"neutral","sentiment_score":-0.06065611716246966,"num_words":33,"start":239.245,"end":272.945},{"sentences":[{"text":"I see.","start":288.67502,"end":289.155,"sentiment":"neutral","sentiment_score":-0.058668773621320724},{"text":"Just give me one second.","start":289.155,"end":290.375,"sentiment":"neutral","sentiment_score":-0.03793573491275311},{"text":"Could you provide me the exact amount of the payment, please?","start":290.755,"end":294.855,"sentiment":"neutral","sentiment_score":-0.013301795433190737},{"text":"Thank you so much.","start":298.195,"end":299.495,"sentiment":"neutral","sentiment_score":0.24206466227769852},{"text":"Thank you so much for further information.","start":306.91,"end":308.84998,"sentiment":"neutral","sentiment_score":0.25523667676108225}],"sentiment":"neutral","sentiment_score":0.07936480740920224,"num_words":29,"start":288.67502,"end":308.84998},{"sentences":[{"text":"Let me take a look into it.","start":308.91,"end":310.53,"sentiment":"neutral","sentiment_score":0.10157956076519829},{"text":"But you wanna can I mean, you would you're canceling the request to disconnect your service?","start":334.59998,"end":343.705,"sentiment":"neutral","sentiment_score":-0.12381166266277432},{"text":"Correct?","start":343.705,"end":343.94498,"sentiment":"neutral","sentiment_score":-0.05028623342514038},{"text":"You want to continue your service.","start":343.94498,"end":345.625,"sentiment":"neutral","sentiment_score":-0.07377896271646023},{"text":"Right?","start":345.625,"end":346.125,"sentiment":"neutral","sentiment_score":-0.021452220156788823}],"sentiment":"neutral","sentiment_score":-0.057559416358990055,"num_words":31,"start":308.91,"end":346.125},{"sentences":[{"text":"Oh, okay.","start":347.865,"end":348.585,"sentiment":"neutral","sentiment_score":0.024142025038599968},{"text":"Sure.","start":348.585,"end":349.085,"sentiment":"neutral","sentiment_score":0.06164916604757309},{"text":"If that's the case then, we'll work on this.","start":349.145,"end":352.205,"sentiment":"neutral","sentiment_score":0.019404888877438173},{"text":"I'll go ahead and communicate with Melissa and request for a refund since you are canceling the disconnections I mean, disconnecting the serve I mean, disconnecting your service.","start":354.34,"end":367.38,"sentiment":"neutral","sentiment_score":-0.020985002496412823},{"text":"Right?","start":367.38,"end":367.665,"sentiment":"neutral","sentiment_score":-0.017910143360495567}],"sentiment":"neutral","sentiment_score":-0.007827146274105804,"num_words":41,"start":347.865,"end":367.665},{"sentences":[{"text":"Did you do you still want to cancel your account or no?","start":372.385,"end":376.405,"sentiment":"neutral","sentiment_score":-0.09428206210335095},{"text":"Okay.","start":378.86502,"end":379.36502,"sentiment":"neutral","sentiment_score":0.014954593032598495},{"text":"So your account will remain active.","start":379.505,"end":381.58502,"sentiment":"neutral","sentiment_score":0.023030135159691174},{"text":"Right?","start":381.58502,"end":381.96,"sentiment":"neutral","sentiment_score":0.01684107817709446},{"text":"Okay.","start":383.8,"end":384.28,"sentiment":"neutral","sentiment_score":0.019271671772003177}],"sentiment":"neutral","sentiment_score":-0.04486364720477944,"num_words":21,"start":372.385,"end":384.28},{"sentences":[{"text":"And you wanna keep continue using your Internet.","start":384.28,"end":388.3,"sentiment":"neutral","sentiment_score":0.034880727995187044},{"text":"Correct?","start":388.44,"end":388.94,"sentiment":"neutral","sentiment_score":0.05218123644590378},{"text":"Okay.","start":390.52,"end":391.02,"sentiment":"neutral","sentiment_score":0.0978611558675766},{"text":"I'll go ahead and communicate with one of my colleagues, and I'll give you a call within this day.","start":391.96,"end":398.165,"sentiment":"neutral","sentiment_score":0.10042319486015722},{"text":"Alright?","start":398.165,"end":398.665,"sentiment":"neutral","sentiment_score":0.06647464632987976}],"sentiment":"neutral","sentiment_score":0.08012011883159478,"num_words":30,"start":384.28,"end":398.665},{"sentences":[{"text":"Of course.","start":404.885,"end":405.365,"sentiment":"neutral","sentiment_score":0.046392422169446945},{"text":"I'll send you an email.","start":405.365,"end":406.585,"sentiment":"neutral","sentiment_score":0.11531489789485931},{"text":"Okay.","start":420.09,"end":420.59,"sentiment":"neutral","sentiment_score":0.04531948268413544},{"text":"I'm sorry, Toma.","start":425.775,"end":426.755,"sentiment":"neutral","sentiment_score":-0.08888001243273418},{"text":"No.","start":426.815,"end":427.135,"sentiment":"neutral","sentiment_score":-0.18065929412841797}],"sentiment":"neutral","sentiment_score":0.022281623755892117,"num_words":12,"start":404.885,"end":427.135},{"sentences":[{"text":"Because the service will be continuously active.","start":427.135,"end":430.595,"sentiment":"neutral","sentiment_score":-0.09919991663524083},{"text":"Okay.","start":439.77,"end":440.27,"sentiment":"neutral","sentiment_score":0.10224537551403046},{"text":"Alright.","start":440.41,"end":440.88998,"sentiment":"neutral","sentiment_score":0.18922321498394012},{"text":"So before we end this call, I just wanna make sure that we'll be we are on the same page.","start":440.88998,"end":444.72998,"sentiment":"neutral","sentiment_score":0.15364010743796824},{"text":"So you are you would like to continue your service.","start":444.72998,"end":448.295,"sentiment":"neutral","sentiment_score":0.05737765356898308}],"sentiment":"neutral","sentiment_score":0.08317045791026874,"num_words":39,"start":427.135,"end":448.295},{"sentences":[{"text":"You're requesting for the early termination fee for 200 let me check.","start":448.595,"end":456.115,"sentiment":"neutral","sentiment_score":-0.012803353058795134},{"text":"$287.98.","start":456.115,"end":458.58,"sentiment":"neutral","sentiment_score":0.009864980354905128},{"text":"Your service will continue, though you will be out of the country or state, and your you will still incur unused I mean, you will still be charged for the unused service since your service will be continue.","start":459.78,"end":479.195,"sentiment":"neutral","sentiment_score":-0.09305120200703018},{"text":"Okay?","start":479.195,"end":479.675,"sentiment":"neutral","sentiment_score":-0.01647709682583809},{"text":"We I'm sorry that we cannot pause your service.","start":479.675,"end":482.895,"sentiment":"neutral","sentiment_score":-0.33320801125632393}],"sentiment":"neutral","sentiment_score":-0.10975524804509076,"num_words":61,"start":448.595,"end":482.895},{"sentences":[{"text":"But your service will remain active, and we'll work on processing the refund for the early termination fee.","start":484.955,"end":490.76,"sentiment":"neutral","sentiment_score":0.06201795985301336},{"text":"Okay?","start":490.76,"end":491.26,"sentiment":"neutral","sentiment_score":0.013006286695599556},{"text":"Mhmm.","start":496.52002,"end":497.02002,"sentiment":"neutral","sentiment_score":-0.05215104669332504},{"text":"What do you mean the home phone?","start":503.785,"end":505.225,"sentiment":"neutral","sentiment_score":-0.05275644787720272},{"text":"Was it provided by Airtel as well?","start":505.225,"end":508.365,"sentiment":"neutral","sentiment_score":-0.01086891389318875}],"sentiment":"neutral","sentiment_score":0.018582381910699254,"num_words":34,"start":484.955,"end":508.365},{"sentences":[{"text":"Is it a bundled service with your plan?","start":524.34,"end":527.56,"sentiment":"neutral","sentiment_score":-0.03660363517701626},{"text":"Okay.","start":540.235,"end":540.735,"sentiment":"neutral","sentiment_score":-0.06903340667486191},{"text":"But I'm not seeing a bundled home I mean, a bundled phone service.","start":540.79504,"end":546.50995,"sentiment":"neutral","sentiment_score":-0.1715505959895941},{"text":"I mean, there's If the home phone service is from Aritel as well, because I'm not seeing here a bundle I mean, your service does not come with a bundle with a home phone.","start":546.97,"end":567.525,"sentiment":"neutral","sentiment_score":-0.03441128490821404},{"text":"So it was given to you with no additional cost, the home phone?","start":573.81,"end":579.67,"sentiment":"neutral","sentiment_score":0.14128002810936707}],"sentiment":"neutral","sentiment_score":-0.02790381967265537,"num_words":69,"start":524.34,"end":579.67},{"sentences":[{"text":"No.","start":582.85,"end":583.08997,"sentiment":"neutral","sentiment_score":-0.04052449017763138},{"text":"No.","start":583.08997,"end":583.32996,"sentiment":"neutral","sentiment_score":-0.04158010333776474},{"text":"I'm asking you because right now on your service because it has an additional cost.","start":583.32996,"end":594.065,"sentiment":"neutral","sentiment_score":-0.006407056252161662},{"text":"We're can you tell me who who spoke?","start":594.065,"end":596.805,"sentiment":"neutral","sentiment_score":-0.021327864611521363},{"text":"Inet.","start":601.34,"end":601.84,"sentiment":"neutral","sentiment_score":-0.02833658456802368}],"sentiment":"neutral","sentiment_score":-0.014506536106077524,"num_words":26,"start":582.85,"end":601.84},{"sentences":[{"text":"Was the phone was purchased under INET?","start":612.325,"end":617.945,"sentiment":"neutral","sentiment_score":-0.02000132908246347},{"text":"Okay.","start":624.64496,"end":625.14496,"sentiment":"neutral","sentiment_score":-0.05953124538064003},{"text":"Mhmm.","start":628.69995,"end":629.19995,"sentiment":"neutral","sentiment_score":-0.043703578412532806},{"text":"Okay.","start":633.18,"end":633.5,"sentiment":"neutral","sentiment_score":-0.02866518683731556},{"text":"I'll take a look into that as well.","start":633.5,"end":635.36,"sentiment":"neutral","sentiment_score":-0.02894108439795673}],"sentiment":"neutral","sentiment_score":-0.02796877718841036,"num_words":18,"start":612.325,"end":635.36},{"sentences":[{"text":"K.","start":636.22,"end":636.72,"sentiment":"neutral","sentiment_score":0.046541810035705566},{"text":"So if there if there will be an additional charge, are you good to are you okay with it?","start":642.70496,"end":648.96497,"sentiment":"neutral","sentiment_score":0.03347966878821975},{"text":"Because it yeah.","start":649.425,"end":656.21,"sentiment":"neutral","sentiment_score":-0.18633846441904703},{"text":"Sure.","start":656.21,"end":656.45,"sentiment":"neutral","sentiment_score":-0.01114400289952755},{"text":"No worries.","start":656.45,"end":656.85004,"sentiment":"neutral","sentiment_score":-0.015947218984365463}],"sentiment":"neutral","sentiment_score":0.0031000647264031265,"num_words":26,"start":636.22,"end":656.85004},{"sentences":[{"text":"Because right now on your service, I'm not seeing an additional home phone service.","start":656.85004,"end":662.39,"sentiment":"neutral","sentiment_score":-0.043080470258636136},{"text":"So there's no charges for that.","start":663.01,"end":665.19,"sentiment":"neutral","sentiment_score":-0.05716989344606797},{"text":"Yeah.","start":665.25,"end":665.57,"sentiment":"neutral","sentiment_score":-0.03232894465327263},{"text":"Without there's no service for a telephone.","start":665.57,"end":670.455,"sentiment":"neutral","sentiment_score":-0.09686924091407231},{"text":"Yeah.","start":670.515,"end":670.835,"sentiment":"neutral","sentiment_score":-0.002436293289065361}],"sentiment":"neutral","sentiment_score":-0.05720675409097096,"num_words":29,"start":656.85004,"end":670.835},{"sentences":[{"text":"You're not charging for that.","start":670.835,"end":672.695,"sentiment":"neutral","sentiment_score":-0.03133092075586319},{"text":"You're not currently subscribed to that bundle.","start":673.155,"end":676.935,"sentiment":"neutral","sentiment_score":-0.017905787963952337},{"text":"Okay?","start":677.395,"end":677.895,"sentiment":"neutral","sentiment_score":0.014001530595123768},{"text":"Have a good day.","start":680.195,"end":680.995,"sentiment":"positive","sentiment_score":0.5044164657592773},{"text":"Goodbye.","start":680.995,"end":681.495,"sentiment":"neutral","sentiment_score":0.3115578591823578}],"sentiment":"neutral","sentiment_score":0.11451278518264492,"num_words":18,"start":670.835,"end":681.495}]}}]},{"alternatives":[{"transcript":"Yeah. You called me for the accounts problems. My name, Tiauman. 71 Canal Street. 0405445059. Yeah. Yeah. You called me about suspension or something, which I don't recognize. Phone call this morning. Email as well, but I don't know what's going on. You did you suspend? Did you spouse my Internet, or what happened? No. There is a charge, $2.89, which is early the termination charge, which I don't recognize. You think that I suspend I I terminated. I am not terminated. But email, you don't you don't check-in account. So you look for phone calls more. More you recognize phone calls, isn't it? So you cannot find the early determination fee? $2.88. Yes. Yes. I check here. But I don't say last word to to stop. Not yet. I just want was talking. I'll ask him. See, there is a email. Early determination. The last email discussed. Please call us back to discuss some clarification. The last email say. Melissa. From Melissa. Yeah. Already couple weeks something, but I don't really accept that. I don't know why they think that. I don't know. Yeah. They inform me your payment received $287.98 for that year. So I need to refund this amount because I'm not terminated. So Yeah. $22.87 dot 98 at receive receive $189.20. You receive 26 $88,189.26. Did you refund it or still there? Charge already. Yes. Yeah. I cancel it. Yes. No. Yes. Yes. Yeah. Okay. You can if you can't get me on the phone then your email and that we get by email, you you can accept you can let me know if you can refine or not. And and I going over $6.26 this month for three weeks. You can post the service for three weeks. Okay, sir. No worries. Then continue processing, refund the the termination fee refund. Okay? Yeah. Yeah. Eighty seven. Yeah. Okay. Fine. Okay. Okay. And and note another note that before you join you, my home phone was working. It stopped working after join you. Yeah. The previous my my previous Internet provider give me free home phone, which we don't use much rarely we use, but still I need to keep it on. Sometime Internet cut off. So so you if you yeah. Yeah. They agreed when I joined with you. They agreed to keep the phone on home phone. And then when the technician come, he did something and then doesn't work anymore home phone. You're not see. Yeah. You're not see, but you promise it when we sign it. So if they can do it, ask them to to to put back again. Okay? Yeah. You should make bonus then if that's in bundle because you promised me when I sign up. Yeah. No additional. If no additional, okay. Yeah. Before before sign up before sign up with you, it was no additional cost. I was with a net INET, INET w f. And and I don't change my address. You you thinking still you thinking that I changed my address. I've been with this same address five years, ma'am. No. They don't give me any phone purchase. I I buy I got my own phone. They just they just put the home phone on. Yeah. If you can put it without a charge. Alright. Better. Thank you. No. I am not I am not okay. I I prefer not to have it if they they wanna charge me. Alright? Yeah. If if without additional. Yeah. Alright. Okay. See you. Alright. Thank you. Have a good day then. Bye. 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You called me for the accounts problems. My name, Tiauman. 71 Canal Street. 0405445059.\n\nYeah. Yeah. You called me about suspension or something, which I don't recognize. Phone call this morning. Email as well, but I don't know what's going on.\n\nYou did you suspend? Did you spouse my Internet, or what happened? No. There is a charge, $2.89, which is early the termination charge, which I don't recognize. You think that I suspend I I terminated.\n\nI am not terminated. But email, you don't you don't check-in account. So you look for phone calls more. More you recognize phone calls, isn't it? So you cannot find the early determination fee?\n\n$2.88. Yes. Yes. I check here. But I don't say last word to to stop.\n\nNot yet. I just want was talking. I'll ask him. See, there is a email. Early determination.\n\nThe last email discussed. Please call us back to discuss some clarification. The last email say. Melissa. From Melissa.\n\nYeah. Already couple weeks something, but I don't really accept that. I don't know why they think that. I don't know. Yeah.\n\nThey inform me your payment received $287.98 for that year. So I need to refund this amount because I'm not terminated. So Yeah. $22.87 dot 98 at receive receive $189.20. You receive 26 $88,189.26.\n\nDid you refund it or still there? Charge already. Yes. Yeah. I cancel it.\n\nYes. No. Yes. Yes. Yeah.\n\nOkay. You can if you can't get me on the phone then your email and that we get by email, you you can accept you can let me know if you can refine or not. And and I going over $6.26 this month for three weeks. You can post the service for three weeks. Okay, sir.\n\nNo worries. Then continue processing, refund the the termination fee refund. Okay? Yeah. Yeah.\n\nEighty seven. Yeah. Okay. Fine. Okay.\n\nOkay. And and note another note that before you join you, my home phone was working. It stopped working after join you. Yeah. The previous my my previous Internet provider give me free home phone, which we don't use much rarely we use, but still I need to keep it on.\n\nSometime Internet cut off. So so you if you yeah. Yeah. They agreed when I joined with you. They agreed to keep the phone on home phone.\n\nAnd then when the technician come, he did something and then doesn't work anymore home phone. You're not see. Yeah. You're not see, but you promise it when we sign it. So if they can do it, ask them to to to put back again.\n\nOkay? Yeah. You should make bonus then if that's in bundle because you promised me when I sign up. Yeah. No additional.\n\nIf no additional, okay. Yeah. Before before sign up before sign up with you, it was no additional cost. I was with a net INET, INET w f. And and I don't change my address.\n\nYou you thinking still you thinking that I changed my address. I've been with this same address five years, ma'am. No. They don't give me any phone purchase. I I buy I got my own phone.\n\nThey just they just put the home phone on. Yeah. If you can put it without a charge. Alright. Better.\n\nThank you. No. I am not I am not okay. I I prefer not to have it if they they wanna charge me. Alright?\n\nYeah. If if without additional. Yeah. Alright. Okay.\n\nSee you. Alright. Thank you. Have a good day then. Bye.\n\nSee you.","paragraphs":[{"sentences":[{"text":"Yeah.","start":6.48,"end":6.8799996,"sentiment":"neutral","sentiment_score":0.05183622986078262},{"text":"You called me for the accounts problems.","start":6.8799996,"end":10.66,"sentiment":"neutral","sentiment_score":-0.002226389678461211},{"text":"My name, Tiauman.","start":11.36,"end":12.66,"sentiment":"neutral","sentiment_score":0.02497221777836482},{"text":"71 Canal Street.","start":14.625,"end":16.245,"sentiment":"neutral","sentiment_score":0.021044281000892322},{"text":"0405445059.","start":17.105,"end":20.085,"sentiment":"neutral","sentiment_score":0.029787275940179825}],"sentiment":"neutral","sentiment_score":0.013605884959300358,"num_words":15,"start":6.48,"end":20.085},{"sentences":[{"text":"Yeah.","start":62.18,"end":62.68,"sentiment":"neutral","sentiment_score":0.1409284770488739},{"text":"Yeah.","start":68.375,"end":68.534996,"sentiment":"neutral","sentiment_score":-0.1366133838891983},{"text":"You called me about suspension or something, which I don't recognize.","start":68.534996,"end":73.195,"sentiment":"negative","sentiment_score":-0.3458913984623822},{"text":"Phone call this morning.","start":81.575,"end":82.795,"sentiment":"neutral","sentiment_score":-0.13709856942296028},{"text":"Email as well, but I don't know what's going on.","start":86.14,"end":92.24,"sentiment":"neutral","sentiment_score":-0.24669439643621444}],"sentiment":"neutral","sentiment_score":-0.2524380937770561,"num_words":27,"start":62.18,"end":92.24},{"sentences":[{"text":"You did you suspend?","start":92.299995,"end":94.079994,"sentiment":"neutral","sentiment_score":-0.17515909671783447},{"text":"Did you spouse my Internet, or what happened?","start":94.14,"end":97.885,"sentiment":"neutral","sentiment_score":-0.21732538379728794},{"text":"No.","start":114.09,"end":114.57,"sentiment":"neutral","sentiment_score":-0.32003098726272583},{"text":"There is a charge, $2.89, which is early the termination charge, which I don't 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$88,189.26.","start":302.29498,"end":306.21,"sentiment":"neutral","sentiment_score":0.05653648171573877}],"sentiment":"neutral","sentiment_score":-0.0893597217509523,"num_words":34,"start":275.355,"end":306.21},{"sentences":[{"text":"Did you refund it or still there?","start":318.745,"end":320.925,"sentiment":"neutral","sentiment_score":-0.03183198666998318},{"text":"Charge already.","start":321.54498,"end":322.365,"sentiment":"neutral","sentiment_score":-0.08901955932378769},{"text":"Yes.","start":346.76,"end":347.175,"sentiment":"neutral","sentiment_score":0.0164171252399683},{"text":"Yeah.","start":369.57,"end":369.89,"sentiment":"neutral","sentiment_score":-0.034253016114234924},{"text":"I cancel 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you can't get me on the phone then your email and that we get by email, you you can accept you can let me know if you can refine or not.","start":400.64502,"end":412.745,"sentiment":"neutral","sentiment_score":0.07169091120800551},{"text":"And and I going over $6.26 this month for three weeks.","start":413.19998,"end":421.86,"sentiment":"neutral","sentiment_score":0.02374368736689741},{"text":"You can post the service for three weeks.","start":422.0,"end":424.74,"sentiment":"neutral","sentiment_score":0.05949637806043029},{"text":"Okay, sir.","start":430.975,"end":431.795,"sentiment":"neutral","sentiment_score":0.09615552797913551}],"sentiment":"neutral","sentiment_score":0.06037110712246171,"num_words":56,"start":399.845,"end":431.795},{"sentences":[{"text":"No worries.","start":431.935,"end":432.595,"sentiment":"neutral","sentiment_score":0.14109326153993607},{"text":"Then continue processing, refund the the termination fee refund.","start":432.895,"end":438.995,"sentiment":"neutral","sentiment_score":0.051049717598491244},{"text":"Okay?","start":439.14,"end":439.64,"sentiment":"neutral","sentiment_score":0.08958618342876434},{"text":"Yeah.","start":445.14,"end":445.64,"sentiment":"neutral","sentiment_score":0.07153858989477158},{"text":"Yeah.","start":453.14,"end":453.64,"sentiment":"neutral","sentiment_score":0.0019164346158504488}],"sentiment":"neutral","sentiment_score":0.06461965638611998,"num_words":14,"start":431.935,"end":453.64},{"sentences":[{"text":"Eighty 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you.","start":499.035,"end":501.03,"sentiment":"neutral","sentiment_score":-0.25185108929872513},{"text":"Yeah.","start":506.79,"end":507.29,"sentiment":"neutral","sentiment_score":-0.00266116764396429},{"text":"The previous my my previous Internet provider give me free home phone, which we don't use much rarely we use, but still I need to keep it on.","start":507.59,"end":520.115,"sentiment":"neutral","sentiment_score":-0.1252854759139674}],"sentiment":"neutral","sentiment_score":-0.12604352950538492,"num_words":51,"start":492.23502,"end":520.115},{"sentences":[{"text":"Sometime Internet cut off.","start":520.115,"end":521.895,"sentiment":"neutral","sentiment_score":-0.193093653768301},{"text":"So so you if you yeah.","start":523.235,"end":526.935,"sentiment":"neutral","sentiment_score":-0.051227262864510216},{"text":"Yeah.","start":527.54,"end":527.86,"sentiment":"neutral","sentiment_score":-0.00644182413816452},{"text":"They agreed when I joined with 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then.","start":678.27997,"end":679.42,"sentiment":"positive","sentiment_score":0.7007465481758117},{"text":"Bye.","start":681.32,"end":681.48,"sentiment":"neutral","sentiment_score":0.25415313243865967}],"sentiment":"positive","sentiment_score":0.38816083121028816,"num_words":11,"start":673.88,"end":681.48},{"sentences":[{"text":"See you.","start":681.48,"end":682.22,"sentiment":"neutral","sentiment_score":0.14615203440189362}],"sentiment":"neutral","sentiment_score":0.14615203440189362,"num_words":2,"start":681.48,"end":682.22}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Okay. Thank you for calling Erudel. My name is Mary. How can I help you today?\n\nChannel 1: Yeah. You called me for the accounts problems. My name, Tiauman. 71 Canal Street. 0405445059.\n\nChannel 0: Thank you so much. Just give me one second. Let me just pull up your account. Okay? Hold on.\n\nThank you so much, by the way, for ringing us back. Just give me one second. Let me just pull up your account. Can you tell me the name associated on the account, please? Thank you.\n\nHold on. Thank you so much, Kjellman. I already have your account Mhmm.\n\nChannel 1: Yeah.\n\nChannel 0: Thank you so much, Kjellman. I've already have your account pulled up. How may I help you today?\n\nChannel 1: Yeah. You called me about suspension or something, which I don't recognize.\n\nChannel 0: Sorry. Did you receive an email or a phone call?\n\nChannel 1: Phone call this morning. Email as well, but I don't know what's going on. You did you suspend? Did you spouse my Internet, or what happened?\n\nChannel 0: If I may ask, what email did you receive and where where I mean, who's the sender? I mean, the the email buddy? What's the email all about?\n\nChannel 1: No. There is a charge, $2.89, which is early the termination charge, which I don't recognize.\n\nChannel 0: 289 charge for the email. Does it say Airtel on the signature of the sender?\n\nChannel 1: You think that I suspend I I terminated. I am not terminated.\n\nChannel 0: K. Is there any way that you could forward me the email that you received? I just want to make sure that the email was sent from Erzell.\n\nChannel 1: But email, you don't you don't check-in account. So you look for phone calls more. More you recognize phone calls, isn't it?\n\nChannel 0: Yeah. But, however, we don't normally do outbound call for I mean, do you I mean, if\n\nChannel 1: So you cannot find the early determination fee? $2.88.\n\nChannel 0: is it an early termination fee?\n\nChannel 1: Yes. Yes. I\n\nChannel 0: If\n\nChannel 1: check\n\nChannel 0: I may\n\nChannel 1: here.\n\nChannel 0: ask if you if I may ask if you requested a an early cancellation of your account or your\n\nChannel 1: But I don't say last word to to\n\nChannel 0: service.\n\nChannel 1: stop. Not yet. I just want was talking. I'll ask him. See, there is a email.\n\nEarly determination. The last email discussed. Please call us back to discuss some clarification. The last email say.\n\nChannel 0: Okay.\n\nChannel 1: Melissa. From Melissa.\n\nChannel 0: Yeah. It's one of my colleague. If I'm asked, when did you request to cancel your service?\n\nChannel 1: Yeah. Already couple weeks something, but I don't really accept that. I don't know why they think that. I don't know.\n\nChannel 0: Okay. So last week, you request or you informed us for a cancellation of your service. Correct?\n\nChannel 1: Yeah. They inform me your payment received $287.98 for that year. So I need to refund this amount because I'm not terminated. So\n\nChannel 0: I see. Just give me one second. Could you provide me the exact amount of the payment,\n\nChannel 1: Yeah.\n\nChannel 0: please?\n\nChannel 1: $22.87 dot 98\n\nChannel 0: Thank\n\nChannel 1: at\n\nChannel 0: you so\n\nChannel 1: receive\n\nChannel 0: much.\n\nChannel 1: receive $189.20. You receive 26 $88,189.26.\n\nChannel 0: Thank you so much for further information. Let me take a look into it.\n\nChannel 1: Did you refund it or still there? Charge already.\n\nChannel 0: But you wanna can I mean, you would you're canceling the request to disconnect your service? Correct? You want to continue your service. Right?\n\nChannel 1: Yes.\n\nChannel 0: Oh, okay. Sure. If that's the case then, we'll work on this. I'll go ahead and communicate with Melissa and request for a refund since you are canceling the disconnections I mean, disconnecting the serve I mean, disconnecting your service. Right?\n\nChannel 1: Yeah. I cancel it. Yes.\n\nChannel 0: Did you do you still want to cancel your account or no? Okay. So your account will remain active. Right?\n\nChannel 1: No. Yes.\n\nChannel 0: Okay. And you wanna keep continue using your Internet. Correct?\n\nChannel 1: Yes.\n\nChannel 0: Okay. I'll go ahead and communicate with one of my colleagues, and I'll give you a call within this day. Alright?\n\nChannel 1: Yeah. Okay. You can if you can't get me on the phone then your email and\n\nChannel 0: Of course. I'll\n\nChannel 1: that\n\nChannel 0: send you an email.\n\nChannel 1: we get by email, you you can accept you can let me know if you can refine or not. And and I going over $6.26 this month\n\nChannel 0: Okay.\n\nChannel 1: for three weeks. You can post the service for three weeks.\n\nChannel 0: I'm sorry, Toma. No. Because the service will be continuously active.\n\nChannel 1: Okay, sir. No worries. Then continue processing, refund the the termination fee refund. Okay?\n\nChannel 0: Okay. Alright. So before we end this call, I just wanna make sure that we'll be we are on the same page. So you\n\nChannel 1: Yeah.\n\nChannel 0: are you would like to continue your service. You're requesting for the early termination fee for\n\nChannel 1: Yeah.\n\nChannel 0: 200 let me check. $287.98.\n\nChannel 1: Eighty seven. Yeah.\n\nChannel 0: Your service will continue, though you will be out of the country or state, and your you will still incur unused I mean, you will still be charged for the unused service since your service will be continue. Okay? We I'm sorry that we cannot pause your service.\n\nChannel 1: Okay. Fine.\n\nChannel 0: But your service will remain active, and we'll work on processing the refund for the early termination fee. Okay?\n\nChannel 1: Okay. Okay. And and note another note that before you\n\nChannel 0: Mhmm.\n\nChannel 1: join you, my home phone was working. It stopped working after join you.\n\nChannel 0: What do you mean the home phone? Was it provided\n\nChannel 1: Yeah.\n\nChannel 0: by Airtel\n\nChannel 1: The\n\nChannel 0: as well?\n\nChannel 1: previous my my previous Internet provider give me free home phone, which we don't use much rarely we use, but still I need to keep it on. Sometime Internet cut off. So so\n\nChannel 0: Is it\n\nChannel 1: you\n\nChannel 0: a\n\nChannel 1: if\n\nChannel 0: bundled\n\nChannel 1: you\n\nChannel 0: service with\n\nChannel 1: yeah.\n\nChannel 0: your plan?\n\nChannel 1: Yeah. They agreed when I joined with you. They agreed to keep the phone on home phone. And then when the technician come, he did something and then doesn't work anymore home phone.\n\nChannel 0: Okay. But I'm not seeing a bundled home I mean, a\n\nChannel 1: You're\n\nChannel 0: bundled\n\nChannel 1: not see.\n\nChannel 0: phone service.\n\nChannel 1: Yeah.\n\nChannel 0: I mean,\n\nChannel 1: You're not\n\nChannel 0: there's\n\nChannel 1: see, but you promise it when we sign it. So if they can do it, ask them to to to put back again. Okay?\n\nChannel 0: If the home phone service is from Aritel as well, because I'm not seeing here a bundle I mean, your service does not come\n\nChannel 1: Yeah.\n\nChannel 0: with a bundle with a\n\nChannel 1: You\n\nChannel 0: home\n\nChannel 1: should\n\nChannel 0: phone.\n\nChannel 1: make bonus then if that's in bundle because you promised me when I sign up.\n\nChannel 0: So it was given to you with no additional cost, the home phone?\n\nChannel 1: Yeah. No additional. If no additional, okay.\n\nChannel 0: No. No. I'm asking you because\n\nChannel 1: Yeah.\n\nChannel 0: right now\n\nChannel 1: Before\n\nChannel 0: on your\n\nChannel 1: before\n\nChannel 0: service\n\nChannel 1: sign up before sign up with you, it was no additional cost.\n\nChannel 0: because it has an additional cost. We're can you tell me who who spoke?\n\nChannel 1: I was with a net INET, INET w f.\n\nChannel 0: Inet.\n\nChannel 1: And and I don't change my address. You you thinking still you thinking that I changed my address. I've been with this same address five years, ma'am.\n\nChannel 0: Was the phone was purchased under INET?\n\nChannel 1: No. They don't give me any phone purchase. I I buy I got my own phone. They just\n\nChannel 0: Okay.\n\nChannel 1: they just put the home\n\nChannel 0: Mhmm.\n\nChannel 1: phone\n\nChannel 0: Okay.\n\nChannel 1: on.\n\nChannel 0: I'll take a look into that as well.\n\nChannel 1: Yeah. If\n\nChannel 0: K.\n\nChannel 1: you can put it without a charge. Alright. Better. Thank\n\nChannel 0: So\n\nChannel 1: you.\n\nChannel 0: if there if there will be an additional charge, are you good to are you okay with it?\n\nChannel 1: No.\n\nChannel 0: Because\n\nChannel 1: I\n\nChannel 0: it\n\nChannel 1: am not I am not okay. I I prefer not to have it if they they wanna charge me.\n\nChannel 0: yeah. Sure. No worries. Because right now on your service, I'm not seeing\n\nChannel 1: Alright?\n\nChannel 0: an additional home phone\n\nChannel 1: Yeah.\n\nChannel 0: service. So\n\nChannel 1: If\n\nChannel 0: there's\n\nChannel 1: if\n\nChannel 0: no\n\nChannel 1: without\n\nChannel 0: charges\n\nChannel 1: additional.\n\nChannel 0: for that. Yeah. Without there's no service for a telephone. Yeah.\n\nChannel 1: Yeah.\n\nChannel 0: You're\n\nChannel 1: Alright.\n\nChannel 0: not charging for that. You're\n\nChannel 1: Okay.\n\nChannel 0: not\n\nChannel 1: See you.\n\nChannel 0: currently subscribed to that bundle. Okay?\n\nChannel 1: Alright. Thank you. Have a good day then.\n\nChannel 0: Have a good day. Goodbye.\n\nChannel 1: Bye. See you.","paragraphs":[{"sentences":[{"text":"Okay.","start":0.24,"end":0.74,"sentiment":"neutral","sentiment_score":0.2547590136528015},{"text":"Thank you for calling Erudel.","start":2.08,"end":3.52,"sentiment":"positive","sentiment_score":0.6132129311561585},{"text":"My name is Mary.","start":3.52,"end":4.3199997,"sentiment":"positive","sentiment_score":0.6294929534196854},{"text":"How can I help you today?","start":4.3199997,"end":5.62,"sentiment":"positive","sentiment_score":0.573000838359197}],"sentiment":"positive","sentiment_score":0.5798000320792198,"channel":0,"num_words":16,"start":0.24,"end":5.62},{"sentences":[{"text":"Yeah.","start":6.48,"end":6.8799996,"sentiment":"neutral","sentiment_score":0.05183622986078262},{"text":"You called me for the accounts problems.","start":6.8799996,"end":10.66,"sentiment":"neutral","sentiment_score":-0.002226389678461211},{"text":"My name, Tiauman.","start":11.36,"end":12.66,"sentiment":"neutral","sentiment_score":0.02497221777836482},{"text":"71 Canal Street.","start":14.625,"end":16.245,"sentiment":"neutral","sentiment_score":0.021044281000892322},{"text":"0405445059.","start":17.105,"end":20.085,"sentiment":"neutral","sentiment_score":0.029787275940179825}],"sentiment":"neutral","sentiment_score":0.013605884959300358,"channel":1,"num_words":15,"start":6.48,"end":20.085},{"sentences":[{"text":"Thank you so much.","start":22.135,"end":22.935,"sentiment":"positive","sentiment_score":0.5252638757228851},{"text":"Just give me one second.","start":22.935,"end":23.895,"sentiment":"neutral","sentiment_score":0.31643669605255126},{"text":"Let me just pull up your account.","start":23.895,"end":25.175,"sentiment":"neutral","sentiment_score":0.12872218021324702},{"text":"Okay?","start":25.175,"end":25.575,"sentiment":"neutral","sentiment_score":0.10857893526554108},{"text":"Hold on.","start":25.575,"end":26.314999,"sentiment":"neutral","sentiment_score":0.07788343727588654}],"sentiment":"neutral","sentiment_score":0.25519158181391266,"channel":0,"num_words":19,"start":22.135,"end":26.314999},{"sentences":[{"text":"Thank you so much, by the way, for ringing us back.","start":27.94,"end":30.76,"sentiment":"positive","sentiment_score":0.48799028721722687},{"text":"Just give me one second.","start":35.3,"end":36.5,"sentiment":"neutral","sentiment_score":0.25351117849349974},{"text":"Let me just pull up your account.","start":36.5,"end":39.08,"sentiment":"neutral","sentiment_score":0.1234913095831871},{"text":"Can you tell me the name associated on the account, please?","start":41.385002,"end":44.365,"sentiment":"neutral","sentiment_score":0.10315226289359006},{"text":"Thank you.","start":48.585,"end":49.465,"sentiment":"neutral","sentiment_score":0.17872589826583862}],"sentiment":"neutral","sentiment_score":0.24977819186945757,"channel":0,"num_words":36,"start":27.94,"end":49.465},{"sentences":[{"text":"Hold on.","start":49.465,"end":50.205,"sentiment":"neutral","sentiment_score":0.07316676154732704},{"text":"Thank you so much, Kjellman.","start":56.67,"end":58.769997,"sentiment":"positive","sentiment_score":0.3377444505691528},{"text":"I already have your account Mhmm.","start":59.87,"end":62.43,"sentiment":"neutral","sentiment_score":0.11279487485686938}],"sentiment":"neutral","sentiment_score":0.1932173096216642,"channel":0,"num_words":13,"start":49.465,"end":62.43},{"sentences":[{"text":"Yeah.","start":62.18,"end":62.68,"sentiment":"neutral","sentiment_score":0.1409284770488739}],"sentiment":"neutral","sentiment_score":0.1409284770488739,"channel":1,"num_words":1,"start":62.18,"end":62.68},{"sentences":[{"text":"Thank you so much, Kjellman.","start":62.43,"end":63.789997,"sentiment":"positive","sentiment_score":0.3347746551036835},{"text":"I've already have your account pulled up.","start":63.789997,"end":65.63,"sentiment":"neutral","sentiment_score":0.3265268291745867},{"text":"How may I help you today?","start":65.63,"end":67.09,"sentiment":"positive","sentiment_score":0.34859875837961835}],"sentiment":"positive","sentiment_score":0.33617520166767967,"channel":0,"num_words":18,"start":62.43,"end":67.09},{"sentences":[{"text":"Yeah.","start":68.375,"end":68.534996,"sentiment":"neutral","sentiment_score":-0.1366133838891983},{"text":"You called me about suspension or something, which I don't recognize.","start":68.534996,"end":73.195,"sentiment":"negative","sentiment_score":-0.3458913984623822}],"sentiment":"neutral","sentiment_score":-0.3284515639146169,"channel":1,"num_words":12,"start":68.375,"end":73.195},{"sentences":[{"text":"Sorry.","start":76.145004,"end":76.645004,"sentiment":"neutral","sentiment_score":-0.2239718437194824},{"text":"Did you receive an email or a phone call?","start":77.025,"end":79.925,"sentiment":"neutral","sentiment_score":-0.15484688017103407}],"sentiment":"neutral","sentiment_score":-0.1617593765258789,"channel":0,"num_words":10,"start":76.145004,"end":79.925},{"sentences":[{"text":"Phone call this morning.","start":81.575,"end":82.795,"sentiment":"neutral","sentiment_score":-0.13709856942296028},{"text":"Email as well, but I don't know what's going on.","start":86.14,"end":92.24,"sentiment":"neutral","sentiment_score":-0.24669439643621444},{"text":"You did you suspend?","start":92.299995,"end":94.079994,"sentiment":"neutral","sentiment_score":-0.17515909671783447},{"text":"Did you spouse my Internet, or what happened?","start":94.14,"end":97.885,"sentiment":"neutral","sentiment_score":-0.21732538379728794}],"sentiment":"neutral","sentiment_score":-0.20979144997321642,"channel":1,"num_words":26,"start":81.575,"end":97.885},{"sentences":[{"text":"If I may ask, what email did you receive and where where I mean, who's the sender?","start":100.645,"end":106.265,"sentiment":"neutral","sentiment_score":-0.10948297994978287},{"text":"I mean, the the email buddy?","start":107.365,"end":108.905,"sentiment":"neutral","sentiment_score":-0.08541011189421018},{"text":"What's the email all about?","start":109.205,"end":110.46,"sentiment":"neutral","sentiment_score":-0.08108470439910889}],"sentiment":"neutral","sentiment_score":-0.0992533875895398,"channel":0,"num_words":28,"start":100.645,"end":110.46},{"sentences":[{"text":"No.","start":114.09,"end":114.57,"sentiment":"neutral","sentiment_score":-0.32003098726272583},{"text":"There is a charge, $2.89, which is early the termination charge, which I don't recognize.","start":114.57,"end":119.869995,"sentiment":"neutral","sentiment_score":-0.325618839263916}],"sentiment":"neutral","sentiment_score":-0.32526959851384163,"channel":1,"num_words":16,"start":114.09,"end":119.869995},{"sentences":[{"text":"289 charge for the email.","start":120.78,"end":123.759995,"sentiment":"neutral","sentiment_score":-0.13352100998163224},{"text":"Does it say Airtel on the signature of the sender?","start":124.055,"end":128.075,"sentiment":"neutral","sentiment_score":-0.10412779375910759}],"sentiment":"neutral","sentiment_score":-0.11392553249994913,"channel":0,"num_words":15,"start":120.78,"end":128.075},{"sentences":[{"text":"You think that I suspend I I terminated.","start":130.925,"end":134.31,"sentiment":"neutral","sentiment_score":-0.24718300625681877},{"text":"I am not terminated.","start":135.17,"end":136.39,"sentiment":"neutral","sentiment_score":-0.29193147271871567}],"sentiment":"neutral","sentiment_score":-0.26209916174411774,"channel":1,"num_words":12,"start":130.925,"end":136.39},{"sentences":[{"text":"K.","start":142.4,"end":142.9,"sentiment":"neutral","sentiment_score":-0.06790268421173096},{"text":"Is there any way that you could forward me the email that you received?","start":143.2,"end":148.31999,"sentiment":"neutral","sentiment_score":-0.02282918963049139},{"text":"I just want to make sure that the email was sent from Erzell.","start":148.31999,"end":154.05501,"sentiment":"neutral","sentiment_score":-0.057411463787922494}],"sentiment":"neutral","sentiment_score":-0.040495013152914386,"channel":0,"num_words":28,"start":142.4,"end":154.05501},{"sentences":[{"text":"But email, you don't you don't check-in account.","start":154.755,"end":158.215,"sentiment":"neutral","sentiment_score":-0.15919850580394268},{"text":"So you look for phone calls more.","start":158.355,"end":161.25,"sentiment":"neutral","sentiment_score":-0.11756067510162081},{"text":"More you recognize phone calls, isn't it?","start":161.49,"end":164.31,"sentiment":"neutral","sentiment_score":-0.07064891925879888}],"sentiment":"neutral","sentiment_score":-0.11777523667974905,"channel":1,"num_words":22,"start":154.755,"end":164.31},{"sentences":[{"text":"Yeah.","start":169.81,"end":170.13,"sentiment":"neutral","sentiment_score":-0.06626585125923157},{"text":"But, however, we don't normally do outbound call for I mean, do you I mean, if","start":170.13,"end":179.99,"sentiment":"neutral","sentiment_score":-0.14860281581059098}],"sentiment":"neutral","sentiment_score":-0.14375946495462866,"channel":0,"num_words":17,"start":169.81,"end":179.99},{"sentences":[{"text":"So you cannot find the early determination fee?","start":180.955,"end":185.055,"sentiment":"neutral","sentiment_score":-0.20518435910344124},{"text":"$2.88.","start":185.275,"end":186.415,"sentiment":"neutral","sentiment_score":-0.10199015587568284}],"sentiment":"neutral","sentiment_score":-0.1937183365225792,"channel":1,"num_words":9,"start":180.955,"end":186.415},{"sentences":[{"text":"is it an early termination fee?","start":187.695,"end":190.435,"sentiment":"neutral","sentiment_score":-0.12336638569831848}],"sentiment":"neutral","sentiment_score":-0.12336638569831848,"channel":0,"num_words":6,"start":187.695,"end":190.435},{"sentences":[{"text":"Yes.","start":190.955,"end":191.355,"sentiment":"neutral","sentiment_score":-0.04524945467710495},{"text":"Yes.","start":191.355,"end":191.855,"sentiment":"neutral","sentiment_score":-0.03316694498062134},{"text":"I","start":197.83,"end":197.99,"sentiment":"neutral","sentiment_score":-0.046693988144397736}],"sentiment":"neutral","sentiment_score":-0.04170346260070801,"channel":1,"num_words":3,"start":190.955,"end":197.99},{"sentences":[{"text":"If","start":197.90001,"end":198.22,"sentiment":"neutral","sentiment_score":-0.04960184916853905}],"sentiment":"neutral","sentiment_score":-0.04960184916853905,"channel":0,"num_words":1,"start":197.90001,"end":198.22},{"sentences":[{"text":"check","start":197.99,"end":198.31,"sentiment":"neutral","sentiment_score":-0.05105713754892349}],"sentiment":"neutral","sentiment_score":-0.05105713754892349,"channel":1,"num_words":1,"start":197.99,"end":198.31},{"sentences":[{"text":"I may","start":198.22,"end":198.54001,"sentiment":"neutral","sentiment_score":-0.0552638303488493}],"sentiment":"neutral","sentiment_score":-0.0552638303488493,"channel":0,"num_words":2,"start":198.22,"end":198.54001},{"sentences":[{"text":"here.","start":198.31,"end":198.81,"sentiment":"neutral","sentiment_score":-0.04757542535662651}],"sentiment":"neutral","sentiment_score":-0.04757542535662651,"channel":1,"num_words":1,"start":198.31,"end":198.81},{"sentences":[{"text":"ask if you if I may ask if you requested a an early cancellation of your account or your","start":198.54001,"end":206.985,"sentiment":"neutral","sentiment_score":-0.03320091124624014}],"sentiment":"neutral","sentiment_score":-0.03320091124624014,"channel":0,"num_words":19,"start":198.54001,"end":206.985},{"sentences":[{"text":"But I don't say last word to to","start":208.815,"end":213.615,"sentiment":"neutral","sentiment_score":-0.1310375053435564}],"sentiment":"neutral","sentiment_score":-0.1310375053435564,"channel":1,"num_words":8,"start":208.815,"end":213.615},{"sentences":[{"text":"service.","start":213.525,"end":214.025,"sentiment":"neutral","sentiment_score":-0.1553703397512436}],"sentiment":"neutral","sentiment_score":-0.1553703397512436,"channel":0,"num_words":1,"start":213.525,"end":214.025},{"sentences":[{"text":"stop.","start":213.615,"end":214.115,"sentiment":"neutral","sentiment_score":-0.08121366798877716},{"text":"Not yet.","start":214.41501,"end":215.315,"sentiment":"neutral","sentiment_score":-0.1488291323184967},{"text":"I just want was talking.","start":216.575,"end":218.255,"sentiment":"neutral","sentiment_score":-0.139836885035038},{"text":"I'll ask him.","start":218.255,"end":219.05501,"sentiment":"neutral","sentiment_score":-0.07024168968200684},{"text":"See, there is a email.","start":219.05501,"end":220.35501,"sentiment":"neutral","sentiment_score":-0.028926626965403556}],"sentiment":"neutral","sentiment_score":-0.08958841010462493,"channel":1,"num_words":16,"start":213.615,"end":220.35501},{"sentences":[{"text":"Early determination.","start":221.1,"end":221.84,"sentiment":"neutral","sentiment_score":-0.02510029450058937},{"text":"The last email discussed.","start":222.3,"end":224.48,"sentiment":"neutral","sentiment_score":-0.02932713460177183},{"text":"Please call us back to discuss some clarification.","start":224.54,"end":227.68,"sentiment":"neutral","sentiment_score":-0.03074110532179475},{"text":"The last email 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charging for that.","start":671.075,"end":672.695,"sentiment":"neutral","sentiment_score":-0.03947324492037296},{"text":"You're","start":673.155,"end":673.47504,"sentiment":"neutral","sentiment_score":-0.028345808386802673}],"sentiment":"neutral","sentiment_score":-0.03724775761365891,"channel":0,"num_words":5,"start":671.075,"end":673.47504},{"sentences":[{"text":"Okay.","start":673.16,"end":673.66,"sentiment":"neutral","sentiment_score":-0.02389572188258171}],"sentiment":"neutral","sentiment_score":-0.02389572188258171,"channel":1,"num_words":1,"start":673.16,"end":673.66},{"sentences":[{"text":"not","start":673.47504,"end":673.97504,"sentiment":"neutral","sentiment_score":-0.024003025144338608}],"sentiment":"neutral","sentiment_score":-0.024003025144338608,"channel":0,"num_words":1,"start":673.47504,"end":673.97504},{"sentences":[{"text":"See you.","start":673.88,"end":674.69995,"sentiment":"neutral","sentiment_score":-0.02922581322491169}],"sentiment":"neutral","sentiment_score":-0.02922581322491169,"channel":1,"num_words":2,"start":673.88,"end":674.69995},{"sentences":[{"text":"currently subscribed to that bundle.","start":674.59503,"end":676.935,"sentiment":"neutral","sentiment_score":-0.014598336443305016},{"text":"Okay?","start":677.395,"end":677.895,"sentiment":"neutral","sentiment_score":0.014001530595123768}],"sentiment":"neutral","sentiment_score":-0.009831691936900219,"channel":0,"num_words":6,"start":674.59503,"end":677.895},{"sentences":[{"text":"Alright.","start":677.48,"end":677.88,"sentiment":"neutral","sentiment_score":0.1238006204366684},{"text":"Thank you.","start":677.88,"end":678.27997,"sentiment":"neutral","sentiment_score":0.22326713800430298},{"text":"Have a good day then.","start":678.27997,"end":679.42,"sentiment":"positive","sentiment_score":0.7007465481758117}],"sentiment":"positive","sentiment_score":0.5092584546655416,"channel":1,"num_words":8,"start":677.48,"end":679.42},{"sentences":[{"text":"Have a good day.","start":680.195,"end":680.995,"sentiment":"positive","sentiment_score":0.5044164657592773},{"text":"Goodbye.","start":680.995,"end":681.495,"sentiment":"neutral","sentiment_score":0.3115578591823578}],"sentiment":"positive","sentiment_score":0.46584474444389345,"channel":0,"num_words":5,"start":680.195,"end":681.495},{"sentences":[{"text":"Bye.","start":681.32,"end":681.48,"sentiment":"neutral","sentiment_score":0.25415313243865967},{"text":"See you.","start":681.48,"end":682.22,"sentiment":"neutral","sentiment_score":0.14615203440189362}],"sentiment":"neutral","sentiment_score":0.18215240041414896,"channel":1,"num_words":3,"start":681.32,"end":682.22}]},"summary":{"result":"success","short":"A customer called Er centers for accounts problems and spoke with representative Mary about a charge for early termination. The customer wants to cancel their service and was promised a refund and communication with their colleague. The agent promised to refund the termination fee and work on the issue. The customer is concerned about losing their home phone service but was assured their service will continue and the agent cannot cancel the bundle. The agent will check with their team and the customer agrees to cancel the service."},"intents":{"segments":[{"text":"You called me for the accounts problems. My name, Tiauman. 71 Canal Street. 0405445059. Thank you so much. Just give me one second. Let me just pull up your account. Okay? Hold on. Thank you so much, by the way, for ringing us back. Just give me one second. Let me just pull up your account. Can you tell me the name associated on the account, please? Thank you.","start_word":17,"end_word":85,"intents":[{"intent":"Report status of account","confidence_score":0.00007026663}]},{"text":"Yeah.","start_word":410,"end_word":410,"intents":[{"intent":"Cancel service","confidence_score":0.09049084}]},{"text":"They inform me your payment received $287.98 for that year. So I need to refund this amount because I'm not terminated. So I see.","start_word":449,"end_word":472,"intents":[{"intent":"Provide refund amount","confidence_score":0.03177145}]},{"text":"I'll go ahead and communicate with one of my colleagues, and I'll give you a call within this day. Alright? Yeah.","start_word":633,"end_word":653,"intents":[{"intent":"Communicate with mirela","confidence_score":0.016761042}]},{"text":"You can post the service for three weeks. I'm sorry, Toma. No. Because the service will be continuously active. Okay, sir. No worries. Then continue processing, refund the the termination fee refund. Okay? Okay.","start_word":708,"end_word":741,"intents":[{"intent":"Continue service","confidence_score":0.45200774}]},{"text":"You're requesting for the early termination fee for Yeah. 200 let me check.","start_word":774,"end_word":786,"intents":[{"intent":"Request for termination fee","confidence_score":0.0032484047}]},{"text":"What do you mean the home phone? Was it provided Yeah.","start_word":884,"end_word":894,"intents":[{"intent":"Check home phone","confidence_score":0.0659464}]},{"text":"I mean, You're not there's see, but you promise it when we sign it. So if they can do it, ask them to to to put back again. Okay?","start_word":997,"end_word":1025,"intents":[{"intent":"Resolve billing issue","confidence_score":0.0227795}]}]},"sentiments":{"segments":[{"text":"Okay.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.2547590136528015},{"text":"Thank you for calling Erudel. My name is Mary. How can I help you today?","start_word":1,"end_word":15,"sentiment":"positive","sentiment_score":0.6056812405586243},{"text":"Yeah. You called me for the accounts problems. My name, Tiauman. 71 Canal Street. 0405445059.","start_word":16,"end_word":30,"sentiment":"neutral","sentiment_score":0.020257864147424694},{"text":"Thank you so much.","start_word":31,"end_word":34,"sentiment":"positive","sentiment_score":0.5223065614700317},{"text":"Just give me one second. Let me just pull up your account. Okay? Hold on.","start_word":35,"end_word":49,"sentiment":"neutral","sentiment_score":0.17485664784908295},{"text":"Thank you so much, by the way, for ringing us back.","start_word":50,"end_word":60,"sentiment":"positive","sentiment_score":0.49631625413894653},{"text":"Just give me one second. Let me just pull up your account. Can you tell me the name associated on the account, please? Thank you. Hold on.","start_word":61,"end_word":87,"sentiment":"neutral","sentiment_score":0.1398831605911255},{"text":"Thank you so much, Kjellman.","start_word":88,"end_word":92,"sentiment":"positive","sentiment_score":0.3480832874774933},{"text":"I already have your account Mhmm. Yeah.","start_word":93,"end_word":99,"sentiment":"neutral","sentiment_score":0.11408897489309312},{"text":"Thank you so much, Kjellman.","start_word":100,"end_word":104,"sentiment":"positive","sentiment_score":0.3600683808326721},{"text":"I've already have your account pulled up.","start_word":105,"end_word":111,"sentiment":"neutral","sentiment_score":0.3303160071372986},{"text":"How may I help you today?","start_word":112,"end_word":117,"sentiment":"positive","sentiment_score":0.3365134596824646},{"text":"Yeah.","start_word":118,"end_word":118,"sentiment":"neutral","sentiment_score":-0.1366133838891983},{"text":"You called me about suspension or something, which I don't recognize.","start_word":119,"end_word":129,"sentiment":"negative","sentiment_score":-0.3553749918937683},{"text":"Sorry. Did you receive an email or a phone call? Phone call this morning. Email as well, but I don't know what's going on. You did you suspend? Did you spouse my Internet, or what happened? If I may ask, what email did you receive and where where I mean, who's the sender? I mean, the the email buddy? What's the email all about? No. There is a charge, $2.89, which is early the termination charge, which I don't recognize. 289 charge for the email. Does it say Airtel on the signature of the sender? You think that I suspend I I terminated. I am not terminated. K. Is there any way that you could forward me the email that you received? I just want to make sure that the email was sent from Erzell. But email, you don't you don't check-in account. So you look for phone calls more. More you recognize phone calls, isn't it? Yeah. But, however, we don't normally do outbound call for I mean, do you I mean, if So you cannot find the early determination fee? $2.88. is it an early termination fee? Yes. Yes. I If check I may here. ask if you if I may ask if you requested a an early cancellation of your account or your But I don't say last word to to service. stop. Not yet. I just want was talking. I'll ask him. See, there is a email. Early determination. The last email discussed. Please call us back to discuss some clarification. The last email say. Okay. Melissa. From Melissa. Yeah. It's one of my colleague. If I'm asked, when did you request to cancel your service? Yeah.","start_word":130,"end_word":410,"sentiment":"neutral","sentiment_score":-0.12266547325667113},{"text":"Already couple weeks something, but I don't really accept that. I don't know why they think that. I don't know.","start_word":411,"end_word":430,"sentiment":"negative","sentiment_score":-0.4539642632007599},{"text":"Okay. So last week, you request or you informed us for a cancellation of your service. Correct? Yeah. They inform me your payment received $287.98 for that year. So I need to refund this amount because I'm not terminated. So I see. Just give me one second. Could you provide me the exact amount of the payment, Yeah. please? $22.87 dot 98 Thank at you so receive much. receive $189.20. You receive 26 $88,189.26. Thank you so much for further information. Let me take a look into it. Did you refund it or still there? Charge already. But you wanna can I mean, you would you're canceling the request to disconnect your service? Correct? You want to continue your service. Right? Yes. Oh, okay. Sure. If that's the case then, we'll work on this. I'll go ahead and communicate with Melissa and request for a refund since you are canceling the disconnections I mean, disconnecting the serve I mean, disconnecting your service. Right? Yeah. I cancel it. Yes. Did you do you still want to cancel your account or no? Okay. So your account will remain active. Right? No. Yes. Okay. And you wanna keep continue using your Internet. Correct? Yes. Okay. I'll go ahead and communicate with one of my colleagues, and I'll give you a call within this day. Alright? Yeah. Okay. You can if you can't get me on the phone then your email and Of course. I'll that send you an email. we get by email, you you can accept you can let me know if you can refine or not. And and I going over $6.26 this month Okay. for three weeks. You can post the service for three weeks. I'm sorry, Toma. No. Because the service will be continuously active. Okay, sir. No worries. Then continue processing, refund the the termination fee refund. Okay? Okay. Alright. So before we end this call, I just wanna make sure that we'll be we are on the same page. So you Yeah. are you would like to continue your service. You're requesting for the early termination fee for Yeah. 200 let me check. $287.98. Eighty seven. Yeah. Your service will continue, though you will be out of the country or state, and your you will still incur unused I mean, you will still be charged for the unused service since your service will be continue. Okay? We I'm sorry that we cannot pause your service. Okay. Fine. But your service will remain active, and we'll work on processing the refund for the early termination fee. Okay? Okay. Okay. And and note another note that before you Mhmm. join you, my home phone was working. It stopped working after join you. What do you mean the home phone? Was it provided Yeah. by Airtel The as well? previous my my previous Internet provider give me free home phone, which we don't use much rarely we use, but still I need to keep it on. Sometime Internet cut off. So so Is it you a if bundled you service with yeah. your plan? Yeah. They agreed when I joined with you. They agreed to keep the phone on home phone. And then when the technician come, he did something and then doesn't work anymore home phone. Okay. But I'm not seeing a bundled home I mean, a You're bundled not see. phone service. Yeah. I mean, You're not there's see, but you promise it when we sign it. So if they can do it, ask them to to to put back again. Okay? If the home phone service is from Aritel as well, because I'm not seeing here a bundle I mean, your service does not come Yeah. with a bundle with a You home should phone. make bonus then if that's in bundle because you promised me when I sign up. So it was given to you with no additional cost, the home phone? Yeah. No additional. If no additional, okay. No. No. I'm asking you because Yeah. right now Before on your service before sign up before sign up with you, it was no additional cost. because it has an additional cost. We're can you tell me who who spoke? I was with a net INET, INET w f. Inet. And and I don't change my address. You you thinking still you thinking that I changed my address. I've been with this same address five years, ma'am. Was the phone was purchased under INET? No. They don't give me any phone purchase. I I buy I got my own phone. They just Okay. they just put the home Mhmm. phone Okay. on. I'll take a look into that as well. Yeah. If K. you can put it without a charge. Alright. Better. Thank So you. if there if there will be an additional charge, are you good to are you okay with it? No. Because I it am not I am not okay. I I prefer not to have it if they they wanna charge me. yeah. Sure. No worries. Because right now on your service, I'm not seeing Alright? an additional home phone Yeah. service. So If there's if no without charges additional. for that. Yeah. Without there's no service for a telephone. Yeah. Yeah. You're Alright. not charging for that. You're Okay. not See you. currently subscribed to that bundle. Okay? Alright. Thank you.","start_word":431,"end_word":1329,"sentiment":"neutral","sentiment_score":-0.027618691955047667},{"text":"Have a good day then. Have a good day.","start_word":1330,"end_word":1338,"sentiment":"positive","sentiment_score":0.5923283100128174},{"text":"Goodbye. Bye. See you.","start_word":1339,"end_word":1342,"sentiment":"neutral","sentiment_score":0.2977282404899597}],"average":{"sentiment":"neutral","sentiment_score":-0.02445536604323707}}}}