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This for know your customer, it's like a signatory. Yes. We have. Sure. Thank you. Yeah. I'm still on the line. Okay. Sure. So I sent the email last 09/23/2026. Uh-huh. I'm calling from Airtel Australia. The main owner of the business account was Domenico Tortilla, and then he requested, like, a signatory for his access. So Sam sent us, like, know your customer's documents, including the documents that I need to certified. So I sent those document, the scanned copy, to her email address. So I'm just trying to check if she got those email because I have not received any confirmation since then. Yeah. September twenty third. Yeah. Correct. Yeah. It's melissa@airtel.net.au. T e l. Yeah. Melissa@airtel.net.au. Mhmm. Mhmm. Mhmm. Mm-mm. Tomorrow. Okay. I can go ahead and wait until tomorrow because after those certification has been validated by Sam, we need to send over the original documents via email. But anyway, I can wait until tomorrow once she's available. Yeah. Yeah. That's wonderful. Thank you so much for confirmation. Appreciate your time and help today. You do the same. 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Good morning. This is Melissa from Airtel Australia. May I speak with Sam? Sure.\n\nIn reference with the certified documents that I've submitted through her mail. This for know your customer, it's like a signatory. Yes. We have. Sure.\n\nThank you. Yeah. I'm still on the line. Okay. Sure.\n\nSo I sent the email last 09/23/2026. Uh-huh. I'm calling from Airtel Australia. The main owner of the business account was Domenico Tortilla, and then he requested, like, a signatory for his access. So Sam sent us, like, know your customer's documents, including the documents that I need to certified.\n\nSo I sent those document, the scanned copy, to her email address. So I'm just trying to check if she got those email because I have not received any confirmation since then. Yeah. September twenty third. Yeah.\n\nCorrect. Yeah. It's melissa@airtel.net.au. T e l. Yeah.\n\nMelissa@airtel.net.au. Mhmm. Mhmm. Mhmm. Mm-mm.\n\nTomorrow. Okay. I can go ahead and wait until tomorrow because after those certification has been validated by Sam, we need to send over the original documents via email. But anyway, I can wait until tomorrow once she's available. Yeah.\n\nYeah. That's wonderful. Thank you so much for confirmation. Appreciate your time and help today. You do the same.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":85.439995,"end":85.68,"sentiment":"neutral","sentiment_score":0.1959063410758972},{"text":"Good morning.","start":85.68,"end":86.5,"sentiment":"neutral","sentiment_score":0.32887597382068634},{"text":"This is Melissa from Airtel Australia.","start":86.64,"end":89.299995,"sentiment":"neutral","sentiment_score":0.19442889839410782},{"text":"May I speak with Sam?","start":89.84,"end":91.7,"sentiment":"neutral","sentiment_score":0.11700055748224258},{"text":"Sure.","start":101.634995,"end":102.034996,"sentiment":"neutral","sentiment_score":0.039368510246276855}],"sentiment":"neutral","sentiment_score":0.17630686511596044,"num_words":15,"start":85.439995,"end":102.034996},{"sentences":[{"text":"In reference with the certified documents that I've submitted through her mail.","start":102.034996,"end":109.015,"sentiment":"neutral","sentiment_score":-0.0010222387112056215},{"text":"This for know your customer, it's 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We have recently tried to contact you. To speak with us, please hold the line, and we will connect you shortly. If you are calling about a know your customer or KYC request, you may be able to complete your KYC requirements online through ANZ KYC secure reply without waiting to speak with a banker. Eligible customers can securely confirm or update their details online via secure reply using their reference number and registered email address or mobile phone number. Simply visit anz.com and search secure reply to get started, or check the email, SMS, or letter you have been sent to see if you are eligible to use KYC secure reply. If you'd prefer to speak with a banker or if you need assistance, please stay on the line, and we'll be with you as soon as possible. Your call may be recorded for the purposes described in ANZ's privacy policy, which is available on anz.com. Advice provided is general. Consider if this is right for you. Welcome to ANZ Know Your Customer. You're speaking with Oliver. Melissa, no problem. I can check if Sam's available. Can I just ask what the inquiry is in regards to, please? Certified documents. Yep. To her email. And what was the documents for? Okay. Okay. No problem. It would it's in relation to a business you own that you have accounts with us. Is that correct? Okay. Yep. Sure. Thank you. Let me just check if Sam's available. I'll just let her know you've called and you're calling about that. So let me I'll see if she's available. I'll pop the call on hold. I'm just gonna give her a ring for you. Okay? Thank you. Hi there, Melissa. Are you still there with me? Yep. Thank you for waiting. I've just tried to reach out or check whether Sam's working today. It seems like she might be off sick, actually. Are you able to give me a bit more context to see if I can maybe check if there's someone who has access to her inbox? What was the phone for? Yeah. Mhmm. Mhmm. Mhmm. And that was sent on the twenty third, did did you say? That would have been would have been Wednesday. And what was your email address? Sorry. At airtale. Is that spelled a I r t a l e e? Or t e l. Airtale. Okay. Dot com dot a u, was it? Sorry. Dot net dot a u. Okay. Let me see. So what we can do is it looks like she has we've given email access to one of our other coworkers. We'll check if that's been received. It might just be that Sam's been off sick for a couple days because it was also a public holiday in Australia as well or in sorry. In Victoria last week. So the team's been off. I'm just waiting for a reply from our team to see if they've got it. They'll confirm today, and then we'll allow Sam to return and then process that for you. She should most likely be back tomorrow. Yeah. Okay. Yeah. Please do. It should be okay. It it should be back tomorrow, and I it sounds like it's international. Know your customer. So she'll have to certify the documents for you. But, yeah, it looks like we have received some documents from yourself or from your email. So it's it's there. She's just not had a chance to process it just because of the public holiday. She should be should be okay. No problem. Thanks for giving us a call, Melissa. Have a good day. Okay? Thank thank you. 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calling ANZ Small Business. We have recently tried to contact you. To speak with us, please hold the line, and we will connect you shortly. If you are calling about a know your customer or KYC request, you may be able to complete your KYC requirements online through ANZ KYC secure reply without waiting to speak with a banker. Eligible customers can securely confirm or update their details online via secure reply using their reference number and registered email address or mobile phone number.\n\nSimply visit anz.com and search secure reply to get started, or check the email, SMS, or letter you have been sent to see if you are eligible to use KYC secure reply. If you'd prefer to speak with a banker or if you need assistance, please stay on the line, and we'll be with you as soon as possible. Your call may be recorded for the purposes described in ANZ's privacy policy, which is available on anz.com. Advice provided is general. Consider if this is right for you.\n\nWelcome to ANZ Know Your Customer. You're speaking with Oliver. Melissa, no problem. I can check if Sam's available. Can I just ask what the inquiry is in regards to, please?\n\nCertified documents. Yep. To her email. And what was the documents for? Okay.\n\nOkay. No problem. It would it's in relation to a business you own that you have accounts with us. Is that correct? Okay.\n\nYep. Sure. Thank you. Let me just check if Sam's available. I'll just let her know you've called and you're calling about that.\n\nSo let me I'll see if she's available. I'll pop the call on hold. I'm just gonna give her a ring for you. Okay? Thank you.\n\nHi there, Melissa. Are you still there with me? Yep. Thank you for waiting. I've just tried to reach out or check whether Sam's working today.\n\nIt seems like she might be off sick, actually. Are you able to give me a bit more context to see if I can maybe check if there's someone who has access to her inbox? What was the phone for? Yeah. Mhmm.\n\nMhmm. Mhmm. And that was sent on the twenty third, did did you say? That would have been would have been Wednesday. And what was your email address?\n\nSorry. At airtale. Is that spelled a I r t a l e e? Or t e l. Airtale.\n\nOkay. Dot com dot a u, was it? Sorry. Dot net dot a u. Okay.\n\nLet me see. So what we can do is it looks like she has we've given email access to one of our other coworkers. We'll check if that's been received. It might just be that Sam's been off sick for a couple days because it was also a public holiday in Australia as well or in sorry. In Victoria last week.\n\nSo the team's been off. I'm just waiting for a reply from our team to see if they've got it. They'll confirm today, and then we'll allow Sam to return and then process that for you. She should most likely be back tomorrow. Yeah.\n\nOkay. Yeah. Please do. It should be okay. It it should be back tomorrow, and I it sounds like it's international.\n\nKnow your customer. So she'll have to certify the documents for you. But, yeah, it looks like we have received some documents from yourself or from your email. So it's it's there. She's just not had a chance to process it just because of the public holiday.\n\nShe should be should be okay. No problem. Thanks for giving us a call, Melissa. Have a good day. Okay?\n\nThank thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"For calling ANZ Small Business.","start":0.08,"end":2.1799998,"sentiment":"neutral","sentiment_score":0.03143451735377312},{"text":"We have recently tried to contact you.","start":2.48,"end":4.74,"sentiment":"neutral","sentiment_score":0.008504339360765048},{"text":"To speak with us, please hold the line, and we will connect you shortly.","start":4.88,"end":8.559999,"sentiment":"neutral","sentiment_score":0.039013629513127465},{"text":"If you are calling about a know your customer or KYC request, you may be able to complete your KYC requirements online through ANZ KYC secure reply without waiting to speak with a banker.","start":8.559999,"end":23.244999,"sentiment":"neutral","sentiment_score":0.08323966136530918},{"text":"Eligible customers can securely confirm or update their details online via secure reply using their reference number and registered email address or mobile phone 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general.","start":66.68,"end":68.380005,"sentiment":"neutral","sentiment_score":-0.031961459666490555},{"text":"Consider if this is right for you.","start":68.6,"end":70.54,"sentiment":"neutral","sentiment_score":0.02384548048887934}],"sentiment":"neutral","sentiment_score":0.06640568834898825,"num_words":88,"start":37.16,"end":70.54},{"sentences":[{"text":"Welcome to ANZ Know Your Customer.","start":80.815,"end":82.495,"sentiment":"neutral","sentiment_score":0.2307747652133306},{"text":"You're speaking with Oliver.","start":82.495,"end":83.715004,"sentiment":"neutral","sentiment_score":0.07919332478195429},{"text":"Melissa, no problem.","start":95.2,"end":96.24,"sentiment":"neutral","sentiment_score":0.0837911715110143},{"text":"I can check if Sam's available.","start":96.24,"end":97.7,"sentiment":"neutral","sentiment_score":0.022752723346153896},{"text":"Can I just ask what the inquiry is in regards to, please?","start":98.079994,"end":100.785,"sentiment":"neutral","sentiment_score":0.004582313199838002}],"sentiment":"neutral","sentiment_score":0.06917095172309107,"num_words":31,"start":80.815,"end":100.785},{"sentences":[{"text":"Certified documents.","start":107.025,"end":108.325005,"sentiment":"neutral","sentiment_score":-0.01723157800734043},{"text":"Yep.","start":108.785,"end":109.285,"sentiment":"neutral","sentiment_score":0.020370841026306152},{"text":"To her email.","start":110.305,"end":111.105,"sentiment":"neutral","sentiment_score":-0.0044105083992083864},{"text":"And what was the documents 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correct?","start":123.53,"end":124.35,"sentiment":"neutral","sentiment_score":0.07231523344914119},{"text":"Okay.","start":125.770004,"end":126.270004,"sentiment":"neutral","sentiment_score":0.07851104438304901}],"sentiment":"neutral","sentiment_score":0.04545181347867069,"num_words":23,"start":118.89,"end":126.270004},{"sentences":[{"text":"Yep.","start":126.33,"end":126.65,"sentiment":"neutral","sentiment_score":0.11596576869487762},{"text":"Sure.","start":126.65,"end":126.97,"sentiment":"neutral","sentiment_score":0.224831223487854},{"text":"Thank you.","start":126.97,"end":127.455,"sentiment":"positive","sentiment_score":0.41056981682777405},{"text":"Let me just check if Sam's available.","start":127.535,"end":129.315,"sentiment":"neutral","sentiment_score":0.08823876681604556},{"text":"I'll just let her know you've called and you're calling about that.","start":129.695,"end":133.855,"sentiment":"neutral","sentiment_score":0.09779791037241618}],"sentiment":"neutral","sentiment_score":0.1283992573051997,"num_words":23,"start":126.33,"end":133.855},{"sentences":[{"text":"So let me I'll see if she's available.","start":133.855,"end":136.175,"sentiment":"neutral","sentiment_score":0.08776911534368992},{"text":"I'll pop the call on hold.","start":136.175,"end":137.05501,"sentiment":"neutral","sentiment_score":0.09358908236026764},{"text":"I'm just gonna give her a ring for you.","start":137.05501,"end":138.41501,"sentiment":"neutral","sentiment_score":0.09890651454528172},{"text":"Okay?","start":138.41501,"end":138.91501,"sentiment":"neutral","sentiment_score":0.0696151852607727},{"text":"Thank you.","start":140.84,"end":141.66,"sentiment":"positive","sentiment_score":0.41990259289741516}],"sentiment":"neutral","sentiment_score":0.11781793918747169,"num_words":26,"start":133.855,"end":141.66},{"sentences":[{"text":"Hi there, Melissa.","start":254.75,"end":255.63,"sentiment":"neutral","sentiment_score":0.09985989332199097},{"text":"Are you still there with me?","start":255.63,"end":256.85,"sentiment":"neutral","sentiment_score":0.02469168199847142},{"text":"Yep.","start":258.11002,"end":258.61002,"sentiment":"neutral","sentiment_score":0.031144600361585617},{"text":"Thank you for waiting.","start":258.99,"end":260.11002,"sentiment":"neutral","sentiment_score":0.31672240048646927},{"text":"I've just tried to reach out or check whether Sam's working today.","start":260.11002,"end":263.79,"sentiment":"neutral","sentiment_score":0.0121543500572443}],"sentiment":"neutral","sentiment_score":0.07275446826735368,"num_words":26,"start":254.75,"end":263.79},{"sentences":[{"text":"It seems like she might be off sick, actually.","start":263.79,"end":266.05,"sentiment":"negative","sentiment_score":-0.347714900970459},{"text":"Are you able to give me a bit more context to see if I can maybe check if there's someone who has access to her inbox?","start":266.395,"end":273.215,"sentiment":"neutral","sentiment_score":-0.042636485483783945},{"text":"What was the phone for?","start":274.955,"end":276.57498,"sentiment":"neutral","sentiment_score":-0.00969043429940939},{"text":"Yeah.","start":276.715,"end":277.215,"sentiment":"neutral","sentiment_score":-0.005960826296359301},{"text":"Mhmm.","start":317.525,"end":318.025,"sentiment":"neutral","sentiment_score":-0.09114694595336914}],"sentiment":"neutral","sentiment_score":-0.10437006369188782,"num_words":42,"start":263.79,"end":318.025},{"sentences":[{"text":"Mhmm.","start":320.72498,"end":321.22498,"sentiment":"neutral","sentiment_score":-0.22607354819774628},{"text":"Mhmm.","start":321.685,"end":321.84497,"sentiment":"neutral","sentiment_score":-0.07210871577262878},{"text":"And that was sent on the twenty third, did did you say?","start":321.84497,"end":324.905,"sentiment":"neutral","sentiment_score":-0.07093923569967349},{"text":"That would have been would have been Wednesday.","start":326.32498,"end":328.985,"sentiment":"neutral","sentiment_score":-0.07379423081874847},{"text":"And what was your email address?","start":329.04498,"end":330.405,"sentiment":"neutral","sentiment_score":-0.029493176223089296}],"sentiment":"neutral","sentiment_score":-0.06845592843767788,"num_words":28,"start":320.72498,"end":330.405},{"sentences":[{"text":"Sorry.","start":330.405,"end":330.905,"sentiment":"neutral","sentiment_score":-0.05966624990105629},{"text":"At airtale.","start":337.97,"end":338.61,"sentiment":"neutral","sentiment_score":-0.04325618036091328},{"text":"Is that spelled a I r t a l e e?","start":338.61,"end":341.25,"sentiment":"neutral","sentiment_score":-0.04170579835772514},{"text":"Or t e l.","start":341.25,"end":344.61,"sentiment":"neutral","sentiment_score":-0.02558266930282116},{"text":"Airtale.","start":344.61,"end":345.11,"sentiment":"neutral","sentiment_score":0.0037380061112344265}],"sentiment":"neutral","sentiment_score":-0.03702816124515314,"num_words":19,"start":330.405,"end":345.11},{"sentences":[{"text":"Okay.","start":345.33,"end":345.83,"sentiment":"neutral","sentiment_score":0.011770768091082571},{"text":"Dot com dot a u, was it?","start":345.97,"end":347.33,"sentiment":"neutral","sentiment_score":0.004115961691630738},{"text":"Sorry.","start":347.33,"end":347.83,"sentiment":"neutral","sentiment_score":-0.03406527638435364},{"text":"Dot net dot a u.","start":352.11502,"end":353.315,"sentiment":"neutral","sentiment_score":-0.0028418485075235368},{"text":"Okay.","start":353.315,"end":353.815,"sentiment":"neutral","sentiment_score":0.007746652234345675}],"sentiment":"neutral","sentiment_score":3.642216324806271e-6,"num_words":15,"start":345.33,"end":353.815},{"sentences":[{"text":"Let me see.","start":355.155,"end":356.215,"sentiment":"neutral","sentiment_score":0.0126719797650973},{"text":"So what we can do is it looks like she has we've given email access to one of our other coworkers.","start":363.09,"end":370.23,"sentiment":"neutral","sentiment_score":0.0033513965927773996},{"text":"We'll check if that's been received.","start":370.85,"end":373.19,"sentiment":"neutral","sentiment_score":-0.0019909556843534424},{"text":"It might just be that Sam's been off sick for a couple days because it was also a public holiday in Australia as well or in sorry.","start":374.21,"end":383.695,"sentiment":"neutral","sentiment_score":-0.16802408987725223},{"text":"In Victoria last week.","start":383.755,"end":385.615,"sentiment":"neutral","sentiment_score":-0.1328700166195631}],"sentiment":"neutral","sentiment_score":-0.08150296654961584,"num_words":61,"start":355.155,"end":385.615},{"sentences":[{"text":"So the team's been off.","start":386.075,"end":388.335,"sentiment":"neutral","sentiment_score":-0.18425250053405762},{"text":"I'm just waiting for a reply from our team to see if they've got it.","start":388.875,"end":392.37,"sentiment":"neutral","sentiment_score":-0.12061483363310496},{"text":"They'll confirm today, and then we'll allow Sam to return and then process that for you.","start":392.61,"end":397.43,"sentiment":"neutral","sentiment_score":0.04678599187172949},{"text":"She should most likely be back tomorrow.","start":398.93,"end":401.35,"sentiment":"neutral","sentiment_score":0.0077182794255869725},{"text":"Yeah.","start":403.16998,"end":403.66998,"sentiment":"neutral","sentiment_score":0.053399913012981415}],"sentiment":"neutral","sentiment_score":-0.04260184700516137,"num_words":44,"start":386.075,"end":403.66998},{"sentences":[{"text":"Okay.","start":416.765,"end":417.265,"sentiment":"neutral","sentiment_score":0.032471247017383575},{"text":"Yeah.","start":418.62003,"end":419.02002,"sentiment":"neutral","sentiment_score":0.07442951947450638},{"text":"Please do.","start":419.02002,"end":419.74002,"sentiment":"neutral","sentiment_score":0.1180163137614727},{"text":"It should be okay.","start":419.74002,"end":420.86002,"sentiment":"neutral","sentiment_score":0.16736149787902832},{"text":"It it should be back tomorrow, and I it sounds like it's international.","start":420.86002,"end":424.16,"sentiment":"neutral","sentiment_score":0.0852442764892028}],"sentiment":"neutral","sentiment_score":0.10097880856621833,"num_words":21,"start":416.765,"end":424.16},{"sentences":[{"text":"Know your customer.","start":424.38,"end":425.36002,"sentiment":"neutral","sentiment_score":0.01873036101460457},{"text":"So she'll have to certify the documents for you.","start":425.58002,"end":428.46002,"sentiment":"neutral","sentiment_score":0.012621222477820184},{"text":"But, yeah, it looks like we have received some documents from yourself or from your email.","start":428.46002,"end":434.49503,"sentiment":"neutral","sentiment_score":0.006462934135925025},{"text":"So it's it's there.","start":434.49503,"end":435.61502,"sentiment":"neutral","sentiment_score":-0.005440878701847397},{"text":"She's just not had a chance to process it just because of the public holiday.","start":435.61502,"end":438.815,"sentiment":"neutral","sentiment_score":-0.1469178040822347}],"sentiment":"neutral","sentiment_score":-0.041539181798338605,"num_words":47,"start":424.38,"end":438.815},{"sentences":[{"text":"She should be should be okay.","start":438.815,"end":440.27502,"sentiment":"neutral","sentiment_score":0.014942655339837074},{"text":"No problem.","start":446.29294,"end":446.85294,"sentiment":"positive","sentiment_score":0.4556099623441696},{"text":"Thanks for giving us a call, Melissa.","start":446.85294,"end":448.21292,"sentiment":"positive","sentiment_score":0.568069977419717},{"text":"Have a good day.","start":448.21292,"end":448.77292,"sentiment":"positive","sentiment_score":0.5261495113372803},{"text":"Okay?","start":448.77292,"end":449.27292,"sentiment":"neutral","sentiment_score":0.30369824171066284}],"sentiment":"positive","sentiment_score":0.36928309928625824,"num_words":20,"start":438.815,"end":449.27292},{"sentences":[{"text":"Thank thank you.","start":450.93292,"end":451.73294,"sentiment":"positive","sentiment_score":0.8164511919021606},{"text":"Bye bye.","start":451.73294,"end":452.47293,"sentiment":"neutral","sentiment_score":0.1260329633951187}],"sentiment":"positive","sentiment_score":0.5402839004993438,"num_words":5,"start":450.93292,"end":452.47293}]}}]}],"paragraphs":{"transcript":"\nChannel 1: For calling ANZ Small Business. We have recently tried to contact you. To speak with us, please hold the line, and we will connect you shortly. If you are calling about a know your customer or KYC request, you may be able to complete your KYC requirements online through ANZ KYC secure reply without waiting to speak with a banker. Eligible customers can securely confirm or update their details online via secure reply using their reference number and registered email address or mobile phone number.\n\nSimply visit anz.com and search secure reply to get started, or check the email, SMS, or letter you have been sent to see if you are eligible to use KYC secure reply. If you'd prefer to speak with a banker or if you need assistance, please stay on the line, and we'll be with you as soon as possible. Your call may be recorded for the purposes described in ANZ's privacy policy, which is available on anz.com. Advice provided is general. Consider if this is right for you.\n\nWelcome to ANZ Know Your Customer. You're speaking with Oliver.\n\nChannel 0: Hi. Good morning. This is Melissa from Airtel Australia. May I speak with Sam?\n\nChannel 1: Melissa, no problem. I can check if Sam's available. Can I just ask what the inquiry is in regards to, please?\n\nChannel 0: Sure. In reference with the certified documents that I've submitted\n\nChannel 1: Certified\n\nChannel 0: through\n\nChannel 1: documents.\n\nChannel 0: her mail.\n\nChannel 1: Yep. To her email. And what was the documents for?\n\nChannel 0: This for know your customer, it's like\n\nChannel 1: Okay.\n\nChannel 0: a signatory.\n\nChannel 1: Okay. No problem. It would it's in relation to a business you own that you have accounts with us. Is that correct?\n\nChannel 0: Yes. We have.\n\nChannel 1: Okay. Yep. Sure. Thank you. Let me just check if Sam's available.\n\nI'll just let her know you've called and you're calling about that. So let me I'll see if she's available. I'll pop the call on hold. I'm just gonna give her a ring for you. Okay?\n\nChannel 0: Sure. Thank you.\n\nChannel 1: Thank you. Hi there, Melissa. Are you still there with me?\n\nChannel 0: Yeah. I'm still\n\nChannel 1: Yep.\n\nChannel 0: on the line.\n\nChannel 1: Thank you for waiting. I've just tried to reach out or check whether Sam's working today. It seems like she might be off sick, actually. Are you able to give me a bit more context to see if I can maybe check if there's someone who has access to her inbox?\n\nChannel 0: Okay.\n\nChannel 1: What was the\n\nChannel 0: Sure.\n\nChannel 1: phone\n\nChannel 0: So\n\nChannel 1: for? Yeah.\n\nChannel 0: I sent the email last 09/23/2026. Uh-huh. I'm calling from Airtel Australia. The main owner of the business account was Domenico Tortilla, and then he requested, like, a signatory for his access. So Sam sent us, like, know your customer's documents, including the documents that I need to certified.\n\nSo I sent those document, the scanned copy, to her email address. So I'm just trying to check if she got those email because\n\nChannel 1: Mhmm.\n\nChannel 0: I have not received any confirmation since\n\nChannel 1: Mhmm.\n\nChannel 0: then.\n\nChannel 1: Mhmm. And that was sent on the twenty third, did did you say?\n\nChannel 0: Yeah. September\n\nChannel 1: That would have been\n\nChannel 0: twenty third.\n\nChannel 1: would have been Wednesday. And what was your\n\nChannel 0: Yeah.\n\nChannel 1: email\n\nChannel 0: Correct.\n\nChannel 1: address? Sorry.\n\nChannel 0: Yeah. It's melissa@airtel.net.au.\n\nChannel 1: At airtale. Is that spelled a I r t a l e e? Or\n\nChannel 0: T e l.\n\nChannel 1: t e l. Airtale.\n\nChannel 0: Yeah.\n\nChannel 1: Okay. Dot com dot a u, was it? Sorry.\n\nChannel 0: Melissa@airtel.net.au.\n\nChannel 1: Dot net dot a u. Okay. Let me see. So what we can do is it looks like she has we've given email access to one of our other coworkers. We'll check if that's been received.\n\nChannel 0: Mhmm.\n\nChannel 1: It might just be that Sam's been off sick for a couple days\n\nChannel 0: Mhmm. Mhmm.\n\nChannel 1: because it was also a public holiday in Australia as well or in sorry. In Victoria last week. So the team's been off. I'm just waiting for a reply from our team to see if they've got it.\n\nChannel 0: Mm-mm.\n\nChannel 1: They'll confirm today, and then we'll allow Sam to return and then process that for you. She should most likely be back tomorrow.\n\nChannel 0: Tomorrow. Okay. I\n\nChannel 1: Yeah.\n\nChannel 0: can go ahead and wait until tomorrow because after those certification has been validated by Sam, we need to send over the original documents via email. But anyway, I can wait until tomorrow once\n\nChannel 1: Okay.\n\nChannel 0: she's available.\n\nChannel 1: Yeah. Please do. It should be okay. It it should be back tomorrow, and I it sounds like it's international. Know your customer.\n\nSo she'll have to\n\nChannel 0: Yeah.\n\nChannel 1: certify the documents for you. But, yeah, it looks like we have received some documents from yourself or from your email. So it's it's\n\nChannel 0: Yeah.\n\nChannel 1: there. She's just not had a chance to process it just because of the public holiday. She should be should be okay.\n\nChannel 0: That's wonderful. Thank you so much for confirmation. Appreciate your time and help today.\n\nChannel 1: No problem. Thanks for giving us a call, Melissa. Have a good day. Okay?\n\nChannel 0: You do the same. Bye bye.\n\nChannel 1: Thank thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"For calling ANZ Small Business.","start":0.08,"end":2.1799998,"sentiment":"neutral","sentiment_score":0.03143451735377312},{"text":"We have recently tried to contact you.","start":2.48,"end":4.74,"sentiment":"neutral","sentiment_score":0.008504339360765048},{"text":"To speak with us, please hold the line, and we will connect you shortly.","start":4.88,"end":8.559999,"sentiment":"neutral","sentiment_score":0.039013629513127465},{"text":"If you are calling about a know your customer or KYC request, you may be able to complete your KYC requirements online through ANZ KYC secure reply without waiting to speak with a banker.","start":8.559999,"end":23.244999,"sentiment":"neutral","sentiment_score":0.08323966136530918},{"text":"Eligible customers can securely confirm or update their details online via secure reply using their reference number and registered email address or mobile phone number.","start":23.625,"end":36.62,"sentiment":"neutral","sentiment_score":0.2236429464817047}],"sentiment":"neutral","sentiment_score":0.1080484226346016,"channel":1,"num_words":85,"start":0.08,"end":36.62},{"sentences":[{"text":"Simply visit anz.com and search secure reply to get started, or check the email, SMS, or letter you have been sent to see if you are eligible to use KYC secure reply.","start":37.16,"end":50.995,"sentiment":"neutral","sentiment_score":0.1568497682455927},{"text":"If you'd prefer to speak with a banker or if you need assistance, please stay on the line, and we'll be with you as soon as possible.","start":51.375,"end":58.54,"sentiment":"neutral","sentiment_score":0.020204013903383857},{"text":"Your call may be recorded for the purposes described in ANZ's privacy policy, which is available on anz.com.","start":59.0,"end":66.380005,"sentiment":"neutral","sentiment_score":0.013329282816913392},{"text":"Advice provided is general.","start":66.68,"end":68.380005,"sentiment":"neutral","sentiment_score":-0.031961459666490555},{"text":"Consider if this is right for you.","start":68.6,"end":70.54,"sentiment":"neutral","sentiment_score":0.02384548048887934}],"sentiment":"neutral","sentiment_score":0.06640568834898825,"channel":1,"num_words":88,"start":37.16,"end":70.54},{"sentences":[{"text":"Welcome to ANZ Know Your Customer.","start":80.815,"end":82.495,"sentiment":"neutral","sentiment_score":0.2307747652133306},{"text":"You're speaking with Oliver.","start":82.495,"end":83.715004,"sentiment":"neutral","sentiment_score":0.07919332478195429}],"sentiment":"neutral","sentiment_score":0.17014218904078007,"channel":1,"num_words":10,"start":80.815,"end":83.715004},{"sentences":[{"text":"Hi.","start":85.439995,"end":85.68,"sentiment":"neutral","sentiment_score":0.1959063410758972},{"text":"Good morning.","start":85.68,"end":86.5,"sentiment":"neutral","sentiment_score":0.32887597382068634},{"text":"This is Melissa from Airtel Australia.","start":86.64,"end":89.299995,"sentiment":"neutral","sentiment_score":0.19442889839410782},{"text":"May I speak with Sam?","start":89.84,"end":91.7,"sentiment":"neutral","sentiment_score":0.11700055748224258}],"sentiment":"neutral","sentiment_score":0.18608817617808068,"channel":0,"num_words":14,"start":85.439995,"end":91.7},{"sentences":[{"text":"Melissa, no problem.","start":95.2,"end":96.24,"sentiment":"neutral","sentiment_score":0.0837911715110143},{"text":"I can check if Sam's available.","start":96.24,"end":97.7,"sentiment":"neutral","sentiment_score":0.022752723346153896},{"text":"Can I just ask what the inquiry is in regards to, please?","start":98.079994,"end":100.785,"sentiment":"neutral","sentiment_score":0.004582313199838002}],"sentiment":"neutral","sentiment_score":0.021089410143239156,"channel":1,"num_words":21,"start":95.2,"end":100.785},{"sentences":[{"text":"Sure.","start":101.634995,"end":102.034996,"sentiment":"neutral","sentiment_score":0.039368510246276855},{"text":"In reference with the certified documents that I've submitted","start":102.034996,"end":105.895,"sentiment":"neutral","sentiment_score":0.0006540829005340735}],"sentiment":"neutral","sentiment_score":0.004525525635108352,"channel":0,"num_words":10,"start":101.634995,"end":105.895},{"sentences":[{"text":"Certified","start":107.025,"end":107.525,"sentiment":"neutral","sentiment_score":-0.03060451522469521}],"sentiment":"neutral","sentiment_score":-0.03060451522469521,"channel":1,"num_words":1,"start":107.025,"end":107.525},{"sentences":[{"text":"through","start":107.715,"end":107.954994,"sentiment":"neutral","sentiment_score":0.0022872015833854675}],"sentiment":"neutral","sentiment_score":0.0022872015833854675,"channel":0,"num_words":1,"start":107.715,"end":107.954994},{"sentences":[{"text":"documents.","start":107.825005,"end":108.325005,"sentiment":"neutral","sentiment_score":-0.0038586407899856567}],"sentiment":"neutral","sentiment_score":-0.0038586407899856567,"channel":1,"num_words":1,"start":107.825005,"end":108.325005},{"sentences":[{"text":"her mail.","start":107.954994,"end":109.015,"sentiment":"neutral","sentiment_score":-0.010220406111329794}],"sentiment":"neutral","sentiment_score":-0.010220406111329794,"channel":0,"num_words":2,"start":107.954994,"end":109.015},{"sentences":[{"text":"Yep.","start":108.785,"end":109.285,"sentiment":"neutral","sentiment_score":0.020370841026306152},{"text":"To her email.","start":110.305,"end":111.105,"sentiment":"neutral","sentiment_score":-0.0044105083992083864},{"text":"And what was the documents for?","start":111.105,"end":112.725006,"sentiment":"neutral","sentiment_score":-0.017510861934473116}],"sentiment":"neutral","sentiment_score":-0.00979258557781577,"channel":1,"num_words":10,"start":108.785,"end":112.725006},{"sentences":[{"text":"This for know your customer, it's like","start":114.0,"end":117.14,"sentiment":"neutral","sentiment_score":-0.036410256155899594}],"sentiment":"neutral","sentiment_score":-0.036410256155899594,"channel":0,"num_words":7,"start":114.0,"end":117.14},{"sentences":[{"text":"Okay.","start":116.89,"end":117.39,"sentiment":"neutral","sentiment_score":-0.02018084190785885}],"sentiment":"neutral","sentiment_score":-0.02018084190785885,"channel":1,"num_words":1,"start":116.89,"end":117.39},{"sentences":[{"text":"a signatory.","start":117.36,"end":118.020004,"sentiment":"neutral","sentiment_score":-0.024495622143149376}],"sentiment":"neutral","sentiment_score":-0.024495622143149376,"channel":0,"num_words":2,"start":117.36,"end":118.020004},{"sentences":[{"text":"Okay.","start":118.89,"end":119.37,"sentiment":"neutral","sentiment_score":0.024454567581415176},{"text":"No problem.","start":119.37,"end":120.11,"sentiment":"neutral","sentiment_score":0.07726212590932846},{"text":"It would it's in relation to a business you own that you have accounts with us.","start":120.41,"end":123.53,"sentiment":"neutral","sentiment_score":0.035684759117430076},{"text":"Is that correct?","start":123.53,"end":124.35,"sentiment":"neutral","sentiment_score":0.07231523344914119}],"sentiment":"neutral","sentiment_score":0.04394912116483531,"channel":1,"num_words":22,"start":118.89,"end":124.35},{"sentences":[{"text":"Yes.","start":124.8,"end":125.3,"sentiment":"neutral","sentiment_score":0.0635191798210144},{"text":"We have.","start":125.36,"end":125.835,"sentiment":"neutral","sentiment_score":0.033635351806879044}],"sentiment":"neutral","sentiment_score":0.04359662781159083,"channel":0,"num_words":3,"start":124.8,"end":125.835},{"sentences":[{"text":"Okay.","start":125.770004,"end":126.270004,"sentiment":"neutral","sentiment_score":0.07851104438304901},{"text":"Yep.","start":126.33,"end":126.65,"sentiment":"neutral","sentiment_score":0.11596576869487762},{"text":"Sure.","start":126.65,"end":126.97,"sentiment":"neutral","sentiment_score":0.224831223487854},{"text":"Thank you.","start":126.97,"end":127.455,"sentiment":"positive","sentiment_score":0.41056981682777405},{"text":"Let me just check if Sam's available.","start":127.535,"end":129.315,"sentiment":"neutral","sentiment_score":0.08823876681604556}],"sentiment":"neutral","sentiment_score":0.1548432531611373,"channel":1,"num_words":12,"start":125.770004,"end":129.315},{"sentences":[{"text":"I'll just let her know you've called and you're calling about that.","start":129.695,"end":133.855,"sentiment":"neutral","sentiment_score":0.09779791037241618},{"text":"So let me I'll see if she's available.","start":133.855,"end":136.175,"sentiment":"neutral","sentiment_score":0.08776911534368992},{"text":"I'll pop the call on hold.","start":136.175,"end":137.05501,"sentiment":"neutral","sentiment_score":0.09358908236026764},{"text":"I'm just gonna give her a ring for you.","start":137.05501,"end":138.41501,"sentiment":"neutral","sentiment_score":0.09890651454528172},{"text":"Okay?","start":138.41501,"end":138.91501,"sentiment":"neutral","sentiment_score":0.0696151852607727}],"sentiment":"neutral","sentiment_score":0.09436211548745632,"channel":1,"num_words":36,"start":129.695,"end":138.91501},{"sentences":[{"text":"Sure.","start":139.435,"end":139.915,"sentiment":"neutral","sentiment_score":0.18722553551197052},{"text":"Thank 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tomorrow.","start":398.93,"end":401.35,"sentiment":"neutral","sentiment_score":0.0077182794255869725}],"sentiment":"neutral","sentiment_score":0.03489581851855568,"channel":1,"num_words":23,"start":392.61,"end":401.35},{"sentences":[{"text":"Tomorrow.","start":402.16,"end":402.66,"sentiment":"neutral","sentiment_score":0.005254628136754036},{"text":"Okay.","start":402.80002,"end":403.12,"sentiment":"neutral","sentiment_score":0.04099616780877113},{"text":"I","start":403.12,"end":403.28,"sentiment":"neutral","sentiment_score":0.046205177903175354}],"sentiment":"neutral","sentiment_score":0.03081865794956684,"channel":0,"num_words":3,"start":402.16,"end":403.28},{"sentences":[{"text":"Yeah.","start":403.16998,"end":403.66998,"sentiment":"neutral","sentiment_score":0.053399913012981415}],"sentiment":"neutral","sentiment_score":0.053399913012981415,"channel":1,"num_words":1,"start":403.16998,"end":403.66998},{"sentences":[{"text":"can go ahead and wait until tomorrow because after those 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Melissa.","start":446.85294,"end":448.21292,"sentiment":"positive","sentiment_score":0.568069977419717},{"text":"Have a good day.","start":448.21292,"end":448.77292,"sentiment":"positive","sentiment_score":0.5261495113372803},{"text":"Okay?","start":448.77292,"end":449.27292,"sentiment":"neutral","sentiment_score":0.30369824171066284}],"sentiment":"positive","sentiment_score":0.5211432895490101,"channel":1,"num_words":14,"start":446.29294,"end":449.27292},{"sentences":[{"text":"You do the same.","start":449.56287,"end":450.52286,"sentiment":"neutral","sentiment_score":0.2035587839782238},{"text":"Bye bye.","start":450.52286,"end":451.18286,"sentiment":"neutral","sentiment_score":0.18981735408306122}],"sentiment":"neutral","sentiment_score":0.19897830734650293,"channel":0,"num_words":6,"start":449.56287,"end":451.18286},{"sentences":[{"text":"Thank thank you.","start":450.93292,"end":451.73294,"sentiment":"positive","sentiment_score":0.8164511919021606},{"text":"Bye bye.","start":451.73294,"end":452.47293,"sentiment":"neutral","sentiment_score":0.1260329633951187}],"sentiment":"positive","sentiment_score":0.5402839004993438,"channel":1,"num_words":5,"start":450.93292,"end":452.47293}]},"summary":{"result":"success","short":"The customer called ANZ Small Business and was directed to a representative. The representative informed the customer that they had tried to contact them but were unsuccessful. The representative then attempted to reach out to Sam but was unsuccessful, so they promised to call back the next day to see if Sam received the necessary documents."},"intents":{"segments":[{"text":"I've just tried to reach out or check whether Sam's working today.","start_word":351,"end_word":362,"intents":[{"intent":"Inquire about sam's work","confidence_score":0.0007003713}]},{"text":"I've just tried to reach out or check whether Sam's working today. It seems like she might be off sick, actually. Are you able to give me a bit more context to see if I can maybe check if there's someone who has access to her inbox? Okay. What was the Sure.","start_word":351,"end_word":402,"intents":[{"intent":"Check availability and confirm access","confidence_score":0.0000466145},{"intent":"Check sam's email","confidence_score":0.063274086}]},{"text":"I'm calling from Airtel Australia. The main owner of the business account was Domenico Tortilla, and then he requested, like, a signatory for his access.","start_word":414,"end_word":438,"intents":[{"intent":"Request sam's signature","confidence_score":0.0062754867}]},{"text":"I have not received any confirmation since Mhmm. then.","start_word":481,"end_word":489,"intents":[{"intent":"Clarify email receipt","confidence_score":0.00038211566}]},{"text":"So what we can do is it looks like she has we've given email access to one of our other coworkers. We'll check if that's been received. Mhmm.","start_word":568,"end_word":595,"intents":[{"intent":"Verify email access","confidence_score":0.030429779},{"intent":"Confirm email access","confidence_score":0.006593172}]},{"text":"certify the documents for you. But, yeah, it looks like we have received some documents from yourself or from your email. So it's it's Yeah. there. She's just not had a chance to process it just because of the public holiday. She should be should be okay.","start_word":742,"end_word":788,"intents":[{"intent":"Process documents","confidence_score":0.5168828}]},{"text":"That's wonderful. Thank you so much for confirmation. Appreciate your time and help today. No problem.","start_word":789,"end_word":804,"intents":[{"intent":"Express gratitude","confidence_score":0.019577133}]},{"text":"Thanks for giving us a call, Melissa. Have a good day. Okay? You do the same.","start_word":805,"end_word":820,"intents":[{"intent":"End call","confidence_score":0.42951202}]}]},"sentiments":{"segments":[{"text":"For calling ANZ Small Business. We have recently tried to contact you. To speak with us, please hold the line, and we will connect you shortly. If you are calling about a know your customer or KYC request, you may be able to complete your KYC requirements online through ANZ KYC secure reply without waiting to speak with a banker. Eligible customers can securely confirm or update their details online via secure reply using their reference number and registered email address or mobile phone number. Simply visit anz.com and search secure reply to get started, or check the email, SMS, or letter you have been sent to see if you are eligible to use KYC secure reply. If you'd prefer to speak with a banker or if you need assistance, please stay on the line, and we'll be with you as soon as possible. Your call may be recorded for the purposes described in ANZ's privacy policy, which is available on anz.com. Advice provided is general. Consider if this is right for you. Welcome to ANZ Know Your Customer. You're speaking with Oliver. Hi. Good morning. This is Melissa from Airtel Australia. May I speak with Sam? Melissa, no problem. I can check if Sam's available. Can I just ask what the inquiry is in regards to, please? Sure. In reference with the certified documents that I've submitted Certified through documents. her mail. Yep. To her email. And what was the documents for? This for know your customer, it's like Okay. a signatory. Okay. No problem. It would it's in relation to a business you own that you have accounts with us. Is that correct? Yes. We have. Okay. Yep. Sure.","start_word":0,"end_word":280,"sentiment":"neutral","sentiment_score":0.07171289622783661},{"text":"Thank you.","start_word":281,"end_word":282,"sentiment":"positive","sentiment_score":0.3893413543701172},{"text":"Let me just check if Sam's available. I'll just let her know you've called and you're calling about that. So let me I'll see if she's available. I'll pop the call on hold. I'm just gonna give her a ring for you. Okay? Sure.","start_word":283,"end_word":326,"sentiment":"neutral","sentiment_score":0.0936689070341262},{"text":"Thank you. Thank you.","start_word":327,"end_word":330,"sentiment":"positive","sentiment_score":0.4229598939418793},{"text":"Hi there, Melissa. Are you still there with me? Yeah. I'm still Yep. on the line. Thank you for waiting. I've just tried to reach out or check whether Sam's working today.","start_word":331,"end_word":362,"sentiment":"neutral","sentiment_score":0.062055494636297226},{"text":"It seems like she might be off sick, actually.","start_word":363,"end_word":371,"sentiment":"negative","sentiment_score":-0.3487749993801117},{"text":"Are you able to give me a bit more context to see if I can maybe check if there's someone who has access to her inbox? Okay. What was the Sure. phone So for? Yeah. I sent the email last 09/23/2026. Uh-huh. I'm calling from Airtel Australia. The main owner of the business account was Domenico Tortilla, and then he requested, like, a signatory for his access. So Sam sent us, like, know your customer's documents, including the documents that I need to certified. So I sent those document, the scanned copy, to her email address. So I'm just trying to check if she got those email because Mhmm. I have not received any confirmation since Mhmm. then. Mhmm. And that was sent on the twenty third, did did you say? Yeah. September That would have been twenty third. would have been Wednesday. And what was your Yeah. email Correct. address? Sorry. Yeah. It's melissa@airtel.net.au. At airtale. Is that spelled a I r t a l e e? Or T e l. t e l. Airtale. Yeah. Okay. Dot com dot a u, was it? Sorry. Melissa@airtel.net.au. Dot net dot a u. Okay. Let me see. So what we can do is it looks like she has we've given email access to one of our other coworkers. We'll check if that's been received. Mhmm. It might just be that Sam's been off sick for a couple days Mhmm. Mhmm. because it was also a public holiday in Australia as well or in sorry. In Victoria last week. So the team's been off. I'm just waiting for a reply from our team to see if they've got it. Mm-mm. They'll confirm today, and then we'll allow Sam to return and then process that for you. She should most likely be back tomorrow. Tomorrow. Okay. I Yeah. can go ahead and wait until tomorrow because after those certification has been validated by Sam, we need to send over the original documents via email. But anyway, I can wait until tomorrow once Okay. she's available. Yeah. Please do. It should be okay. It it should be back tomorrow, and I it sounds like it's international. Know your customer. So she'll have to Yeah. certify the documents for you. But, yeah, it looks like we have received some documents from yourself or from your email. So it's it's Yeah. there. She's just not had a chance to process it just because of the public holiday. She should be should be okay.","start_word":372,"end_word":788,"sentiment":"neutral","sentiment_score":-0.03385561755556855},{"text":"That's wonderful. Thank you so much for confirmation. Appreciate your time and help today. No problem. Thanks for giving us a call, Melissa. Have a good day.","start_word":789,"end_word":815,"sentiment":"positive","sentiment_score":0.5768491625785828},{"text":"Okay? You do the same. Bye bye.","start_word":816,"end_word":822,"sentiment":"neutral","sentiment_score":0.23964655825069972},{"text":"Thank thank you. Bye bye.","start_word":823,"end_word":827,"sentiment":"positive","sentiment_score":0.5956966876983643}],"average":{"sentiment":"neutral","sentiment_score":0.03804322729752765}}}}