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And if I may ask, Tanisha, you mentioned yeah. We agreed to process the payment that you asked to be refunded last Friday today. And you said you already paid that amount, yeah, Saturday? Oh, okay. When did how did you process it? Depay? Direct debit. Okay. Do you have any any because we haven't received any payment after Friday when we provided you the refund. Could you tell me how they do process it so we can do further check on our end? We do have the reference because our just today. Yes. Saturday. Okay. Let me just check it on my end. Okay? Let me just go ahead and check on our end here. In that way, we can sort this out. Because this morning, it has a schedule to be processed today, and it's still showing unpaid the reason why it was processed. But if you're telling me there there there is a Saturday payment came out, let me check this for you here, Tanisha. Okay? Just bear with me. 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Thank you so much for calling your account. How may I help you today? Hi. Nice to have in the line Tanisha.\n\nThat's correct. Oh, we appreciate your call today. And if I may ask, Tanisha, you mentioned yeah. We agreed to process the payment that you asked to be refunded last Friday today. And you said you already paid that amount, yeah, Saturday?\n\nOh, okay. When did how did you process it? Depay? Direct debit. Okay.\n\nDo you have any any because we haven't received any payment after Friday when we provided you the refund. Could you tell me how they do process it so we can do further check on our end? We do have the reference because our just today. Yes. Saturday.\n\nOkay. Let me just check it on my end. Okay? Let me just go ahead and check on our end here. In that way, we can sort this out.\n\nBecause this morning, it has a schedule to be processed today, and it's still showing unpaid the reason why it was processed. But if you're telling me there there there is a Saturday payment came out, let me check this for you here, Tanisha. Okay? Just bear with me. Thank you so much.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":0.96,"sentiment":"neutral","sentiment_score":0.16815638542175293},{"text":"Thank you so much for calling your account.","start":0.96,"end":3.22,"sentiment":"positive","sentiment_score":0.4724552854895592},{"text":"How may I help you today?","start":3.28,"end":4.66,"sentiment":"neutral","sentiment_score":0.3223685175180435},{"text":"Hi.","start":8.4,"end":8.72,"sentiment":"neutral","sentiment_score":0.2015119194984436},{"text":"Nice to have in the line Tanisha.","start":8.72,"end":10.66,"sentiment":"positive","sentiment_score":0.4714693810258593}],"sentiment":"positive","sentiment_score":0.4079916243967803,"num_words":23,"start":0.71999997,"end":10.66},{"sentences":[{"text":"That's correct.","start":21.895,"end":22.715,"sentiment":"neutral","sentiment_score":0.020669644232839346},{"text":"Oh, we appreciate your call today.","start":43.58,"end":45.5,"sentiment":"neutral","sentiment_score":0.17914225595692793},{"text":"And if I may ask, Tanisha, you mentioned yeah.","start":45.5,"end":49.754997,"sentiment":"neutral","sentiment_score":0.05629029104279147},{"text":"We agreed to process the payment that you asked to be refunded last Friday today.","start":49.754997,"end":55.934998,"sentiment":"neutral","sentiment_score":0.04369277221461137},{"text":"And you said you already paid that amount, yeah, Saturday?","start":56.555,"end":62.31,"sentiment":"neutral","sentiment_score":-0.0019886788912117483}],"sentiment":"neutral","sentiment_score":0.05376929137855768,"num_words":42,"start":21.895,"end":62.31},{"sentences":[{"text":"Oh, okay.","start":63.730003,"end":64.47,"sentiment":"neutral","sentiment_score":-0.02051908941939473},{"text":"When did how did you process it?","start":65.490005,"end":67.490005,"sentiment":"neutral","sentiment_score":-0.04753372339265687},{"text":"Depay?","start":67.490005,"end":67.990005,"sentiment":"neutral","sentiment_score":-0.16419818997383118},{"text":"Direct debit.","start":72.53,"end":73.67,"sentiment":"neutral","sentiment_score":0.003140929853543639},{"text":"Okay.","start":74.115,"end":74.515,"sentiment":"neutral","sentiment_score":0.0213105957955122}],"sentiment":"neutral","sentiment_score":-0.039259998235278405,"num_words":13,"start":63.730003,"end":74.515},{"sentences":[{"text":"Do you have any any because we haven't received any payment after Friday when we provided you the refund.","start":74.515,"end":82.854996,"sentiment":"neutral","sentiment_score":-0.28524022274895716},{"text":"Could you tell me how they do process it so we can do further check on our end?","start":98.1,"end":103.215,"sentiment":"neutral","sentiment_score":-0.03278621741467052},{"text":"We do have the reference because our just today.","start":103.215,"end":109.875,"sentiment":"neutral","sentiment_score":-0.08134006750252512},{"text":"Yes.","start":113.375,"end":113.875,"sentiment":"neutral","sentiment_score":0.0199354849755764},{"text":"Saturday.","start":122.35,"end":122.85,"sentiment":"neutral","sentiment_score":-0.09475487470626832}],"sentiment":"neutral","sentiment_score":-0.1420124196447432,"num_words":48,"start":74.515,"end":122.85},{"sentences":[{"text":"Okay.","start":123.39,"end":123.89,"sentiment":"neutral","sentiment_score":0.07063028961420059},{"text":"Let me just check it on my end.","start":124.11,"end":125.95,"sentiment":"neutral","sentiment_score":0.07261981163173914},{"text":"Okay?","start":125.95,"end":126.45,"sentiment":"neutral","sentiment_score":0.04878711700439453},{"text":"Let me just go ahead and check on our end here.","start":127.915,"end":131.595,"sentiment":"neutral","sentiment_score":0.10088329084894875},{"text":"In that way, we can sort this out.","start":131.595,"end":133.19499,"sentiment":"neutral","sentiment_score":0.1261092470958829}],"sentiment":"neutral","sentiment_score":0.09720572675096578,"num_words":29,"start":123.39,"end":133.19499},{"sentences":[{"text":"Because this morning, it has a schedule to be processed today, and it's still showing unpaid the reason why it was processed.","start":133.19499,"end":141.39,"sentiment":"neutral","sentiment_score":-0.2657531039281325},{"text":"But if you're telling me there there there is a Saturday payment came out, let me check this for you here, Tanisha.","start":141.39,"end":147.57,"sentiment":"neutral","sentiment_score":-0.0788117443126711},{"text":"Okay?","start":147.71,"end":148.21,"sentiment":"neutral","sentiment_score":0.02004528790712357},{"text":"Just bear with me.","start":148.43001,"end":149.39,"sentiment":"neutral","sentiment_score":-0.009792124998057261},{"text":"Thank you so much.","start":149.39,"end":150.45,"sentiment":"positive","sentiment_score":0.6297643538564444}],"sentiment":"neutral","sentiment_score":-0.09585834826333975,"num_words":53,"start":133.19499,"end":150.45}]}}]},{"alternatives":[{"transcript":"Hi. Thank you so much. Hi. This is Tanisha DeGeneva. Okay. We spoke the other day about money coming out of my account. Now we made a deal that it was the bill was supposed to come out on Monday, today. Now after that, I had a that payment come out on the Saturday. Right? So I paid it on the Saturday. So there shouldn't be no more money coming out of my account. I'm at work, and now I've just seen I've been charged again, and it's come out of my account on the Monday, and my account is now negative. On Saturday Saturday, it came out again, and I I just no. It direct debit. My account is negative right now again. I do because it came out on Saturday. I'm looking at my bank right now. Came out Saturday, Airtel at no. It it it came out of my it just came out of my account. No. It came out today, and it came out on Saturday. So Friday, it came out. We you reversed it. It went away. Saturday at 09:50 in the morning, it came out of my account again. So I just yes. 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Thank you so much. Hi. This is Tanisha DeGeneva. Okay.\n\nWe spoke the other day about money coming out of my account. Now we made a deal that it was the bill was supposed to come out on Monday, today. Now after that, I had a that payment come out on the Saturday. Right? So I paid it on the Saturday.\n\nSo there shouldn't be no more money coming out of my account. I'm at work, and now I've just seen I've been charged again, and it's come out of my account on the Monday, and my account is now negative. On Saturday Saturday, it came out again, and I I just no. It direct debit. My account is negative right now again.\n\nI do because it came out on Saturday. I'm looking at my bank right now. Came out Saturday, Airtel at no. It it it came out of my it just came out of my account. No.\n\nIt came out today, and it came out on Saturday. So Friday, it came out. We you reversed it. It went away. Saturday at 09:50 in the morning, it came out of my account again.\n\nSo I just yes. So Yes.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.04,"end":1.4399999,"sentiment":"neutral","sentiment_score":0.2886255979537964},{"text":"Thank you so much.","start":1.4399999,"end":2.42,"sentiment":"positive","sentiment_score":0.6837046295404434},{"text":"Hi.","start":5.12,"end":5.52,"sentiment":"neutral","sentiment_score":0.04457123577594757},{"text":"This is Tanisha DeGeneva.","start":5.52,"end":7.06,"sentiment":"neutral","sentiment_score":0.060807790607213974},{"text":"Okay.","start":11.36,"end":11.679999,"sentiment":"neutral","sentiment_score":0.04088452830910683}],"sentiment":"neutral","sentiment_score":0.3047391856935891,"num_words":11,"start":1.04,"end":11.679999},{"sentences":[{"text":"We spoke the other day about money coming out of my account.","start":11.679999,"end":15.139999,"sentiment":"neutral","sentiment_score":-0.006212904040391247},{"text":"Now we made a deal that it was the bill was supposed to come out on Monday, today.","start":15.554999,"end":21.015,"sentiment":"neutral","sentiment_score":0.0006442734350760779},{"text":"Now after that, I had a that payment come out on the Saturday.","start":21.474998,"end":26.775,"sentiment":"neutral","sentiment_score":-0.023449693878109638},{"text":"Right?","start":27.474998,"end":27.974998,"sentiment":"neutral","sentiment_score":0.007101342082023621},{"text":"So I paid it on the Saturday.","start":28.73,"end":30.59,"sentiment":"neutral","sentiment_score":-0.007365275440471513}],"sentiment":"neutral","sentiment_score":-0.008083520256275055,"num_words":51,"start":11.679999,"end":30.59},{"sentences":[{"text":"So there shouldn't be no more money coming out of my account.","start":30.65,"end":34.57,"sentiment":"neutral","sentiment_score":-0.2768637140591939},{"text":"I'm at work, and now I've just seen I've been charged again, and it's come out of my account on the Monday, and my account is now negative.","start":34.57,"end":42.35,"sentiment":"negative","sentiment_score":-0.4819331616163254},{"text":"On Saturday Saturday, it came out again, and I I just no.","start":61.99,"end":68.95,"sentiment":"neutral","sentiment_score":-0.062157026336838804},{"text":"It direct debit.","start":68.95,"end":69.99,"sentiment":"negative","sentiment_score":-0.3359723836183548},{"text":"My account is negative right now again.","start":69.99,"end":71.85,"sentiment":"negative","sentiment_score":-0.6048398103032794}],"sentiment":"negative","sentiment_score":-0.36780924569334716,"num_words":62,"start":30.65,"end":71.85},{"sentences":[{"text":"I do because it came out on Saturday.","start":84.355,"end":87.67,"sentiment":"neutral","sentiment_score":-0.07161175459623337},{"text":"I'm looking at my bank right now.","start":87.67,"end":89.45,"sentiment":"neutral","sentiment_score":-0.05626875747527395},{"text":"Came out Saturday, Airtel at no.","start":91.27,"end":104.935,"sentiment":"neutral","sentiment_score":-0.04006357273707787},{"text":"It it it came out of my it just came out of my account.","start":104.935,"end":107.994995,"sentiment":"neutral","sentiment_score":-0.22040261434657232},{"text":"No.","start":110.375,"end":110.615,"sentiment":"neutral","sentiment_score":-0.30540814995765686}],"sentiment":"neutral","sentiment_score":-0.12772782017580336,"num_words":36,"start":84.355,"end":110.615},{"sentences":[{"text":"It came out today, and it came out on Saturday.","start":110.615,"end":112.795,"sentiment":"neutral","sentiment_score":-0.17547112852334976},{"text":"So Friday, it came out.","start":112.854996,"end":114.33,"sentiment":"neutral","sentiment_score":-0.04775853827595711},{"text":"We you reversed it.","start":114.41,"end":115.53,"sentiment":"neutral","sentiment_score":-0.12611788883805275},{"text":"It went away.","start":115.53,"end":116.51,"sentiment":"neutral","sentiment_score":-0.2539272904396057},{"text":"Saturday at 09:50 in the morning, it came out of my account again.","start":116.65,"end":120.270004,"sentiment":"neutral","sentiment_score":-0.1901830526498648}],"sentiment":"neutral","sentiment_score":-0.16377534536378724,"num_words":35,"start":110.615,"end":120.270004},{"sentences":[{"text":"So I just yes.","start":121.61,"end":124.03,"sentiment":"neutral","sentiment_score":-0.05190361849963665},{"text":"So Yes.","start":124.25,"end":148.77,"sentiment":"neutral","sentiment_score":0.07316838204860687}],"sentiment":"neutral","sentiment_score":-0.010212951650222143,"num_words":6,"start":121.61,"end":148.77}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank\n\nChannel 1: Hi.\n\nChannel 0: you so\n\nChannel 1: Thank\n\nChannel 0: much\n\nChannel 1: you so\n\nChannel 0: for\n\nChannel 1: much.\n\nChannel 0: calling your account. How may I help you today?\n\nChannel 1: Hi. This is Tanisha DeGeneva.\n\nChannel 0: Hi. Nice to have in the line Tanisha.\n\nChannel 1: Okay. We spoke the other day about money coming out of my account. Now we made a deal that it was the bill was supposed to come out on Monday, today. Now\n\nChannel 0: That's correct.\n\nChannel 1: after that, I had a that payment come out on the Saturday. Right? So I paid it on the Saturday. So there shouldn't be no more money coming out of my account. I'm at work, and now I've just seen I've been charged again, and it's come out of my account on the Monday, and my account is now negative.\n\nChannel 0: Oh, we appreciate your call today. And if I may ask, Tanisha, you mentioned yeah. We agreed to process the payment that you asked to be refunded last Friday today. And you said you already paid that amount, yeah, Saturday?\n\nChannel 1: On Saturday Saturday, it\n\nChannel 0: Oh,\n\nChannel 1: came\n\nChannel 0: okay.\n\nChannel 1: out again, and I\n\nChannel 0: When\n\nChannel 1: I\n\nChannel 0: did\n\nChannel 1: just\n\nChannel 0: how did you process it? Depay?\n\nChannel 1: no. It direct debit. My account is negative right now again.\n\nChannel 0: Direct debit. Okay. Do you have any any because we haven't received any payment after Friday when we provided you the refund.\n\nChannel 1: I do because it came out on Saturday. I'm looking at my bank right now. Came out Saturday, Airtel\n\nChannel 0: Could you\n\nChannel 1: at\n\nChannel 0: tell me how they do process it so we can do further check on our end? We do have the reference because\n\nChannel 1: no. It it\n\nChannel 0: our\n\nChannel 1: it came out of my it just came out of my account.\n\nChannel 0: just today.\n\nChannel 1: No. It came out today, and it came out on Saturday. So Friday,\n\nChannel 0: Yes.\n\nChannel 1: it came out. We you reversed it. It went away. Saturday at 09:50 in the morning, it came out of my account again. So I just\n\nChannel 0: Saturday. Okay.\n\nChannel 1: yes.\n\nChannel 0: Let\n\nChannel 1: So\n\nChannel 0: me just check it on my end. Okay? Let me just go ahead and check on our end here. In that way, we can sort this out. Because this morning, it has a schedule to be processed today, and it's still showing unpaid the reason why it was processed.\n\nBut if you're telling me there there there is a Saturday payment came out, let me check this for you here, Tanisha. Okay?\n\nChannel 1: Yes.\n\nChannel 0: Just bear with me. 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calling about a payment that was supposed to come out of her account on Monday, but was sent out on Saturday. She confirms that she already paid the amount and asks about a refund. The representative, named Tanisha, explains that the refund was direct debit and that they need to check on their end to resolve the issue."},"intents":{"segments":[{"text":"We spoke the other day about money coming out of my account. Now we made a deal that it was the bill was supposed to come out on Monday, today. 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Hi.","start_word":14,"end_word":25,"sentiment":"neutral","sentiment_score":0.16807757318019867},{"text":"Nice to have in the line Tanisha.","start_word":26,"end_word":32,"sentiment":"positive","sentiment_score":0.46097251772880554},{"text":"Okay. We spoke the other day about money coming out of my account. Now we made a deal that it was the bill was supposed to come out on Monday, today. Now That's correct. after that, I had a that payment come out on the Saturday. Right? So I paid it on the Saturday. So there shouldn't be no more money coming out of my account.","start_word":33,"end_word":98,"sentiment":"neutral","sentiment_score":-0.052629079669713974},{"text":"I'm at work, and now I've just seen I've been charged again, and it's come out of my account on the Monday, and my account is now negative.","start_word":99,"end_word":126,"sentiment":"negative","sentiment_score":-0.4767978191375733},{"text":"Oh, we appreciate your call today. And if I may ask, Tanisha, you mentioned yeah. We agreed to process the payment that you asked to be refunded last Friday today. And you said you already paid that amount, yeah, Saturday? On Saturday Saturday, it Oh, came okay. out again, and I When I did just how did you process it? Depay? no.","start_word":127,"end_word":188,"sentiment":"neutral","sentiment_score":0.010522019118070602},{"text":"It direct debit. My account is negative right now again.","start_word":189,"end_word":198,"sentiment":"negative","sentiment_score":-0.5260096788406372},{"text":"Direct debit. Okay. Do you have any any because we haven't received any payment after Friday when we provided you the refund. I do because it came out on Saturday. I'm looking at my bank right now. Came out Saturday, Airtel Could you at tell me how they do process it so we can do further check on our end? We do have the reference because no. It it our it came out of my it just came out of my account. just today. No. It came out today, and it came out on Saturday. So Friday, Yes. it came out. We you reversed it. It went away. Saturday at 09:50 in the morning, it came out of my account again. So I just Saturday. Okay. yes. Let So me just check it on my end. Okay? Let me just go ahead and check on our end here. In that way, we can sort this out. Because this morning, it has a schedule to be processed today, and it's still showing unpaid the reason why it was processed. But if you're telling me there there there is a Saturday payment came out, let me check this for you here, Tanisha. Okay? Yes. Just bear with me.","start_word":199,"end_word":404,"sentiment":"neutral","sentiment_score":-0.10671628266572952},{"text":"Thank you so much.","start_word":405,"end_word":408,"sentiment":"positive","sentiment_score":0.8498870730400085}],"average":{"sentiment":"neutral","sentiment_score":-0.06739817092667764}}}}