{"metadata":{"transaction_key":"deprecated","request_id":"019ff47c-d83a-7af2-bac2-d87522435241","sha256":"9417399e290ff50305bc64a714823985ba36603db710205d70736e0f83b415e0","created":"2026-08-12T05:40:52.741Z","duration":577.1519,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":1595,"output_tokens":95},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1729,"output_tokens":1733},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1729,"output_tokens":155}},"results":{"channels":[{"alternatives":[{"transcript":"Good afternoon. This is Airtel accounts. How may I help you today? Oh, yes. Nice to have you on the line. Thank you so much for giving us a call. I'll be more than happy to help you today. May I please confirm your full name and your date of birth? Thank you so much. Yes, Emmanuel. Our provisioning team is waiting for the payments for them to dispatch your router. And as you've checked your invoice, this includes the chosen plan that you have, which is the standard, and then the standard postage for your router. Total is $99.95. Are you going to use your Visa or your Mastercard? Oh, yes. That would be fine. So, basically, if you would like, here's what we can do, Maddie. Because, we've arranged the invoice, all at once together with the payment for your Internet service and then for your router. However, if you just want to pay the delivery charge for you to get the router, I can remove the plan charge. However, by next month, September, your bill will be more than a month. Is that okay with you? It's like we prorate. It's you're all good to that. We will just prorate your services charge. So your first invoice that you will be receiving on September 1, instead of will the full period of December only thirty days, it will be more than thirty days. It's, like, around one month and three weeks. Is that fine with you? Our billing process is every first of each month, and then it will cover the Internet service period for the current month. Like, for example, on September 1, we are sending all invoices, and then the service cover period of that invoice is 09/01/2030. That's the billing process we have. Or if you would like, would you like me just to separate your invoice for the plan for this month or just prorate it by next month to help you be suitable for you? Mm-mm. Yes. That's cover your chosen plan, which is the Linham standard, the $79.95, and then standard postage, $20. So, basically, this, Linham standard charge plan will cover your thirty days of service. It's like an upfront payment for the service. Yeah. But if you don't want to do the upfront for the service, that would be fine. We will just prorate this by next month, September. However, your first invoice then will be more than a month. So that's what I'm trying to clarify if that's okay with you, if that's work. There you go. Three weeks. Yes. That's fine? Okay. Sure. Let me just remove the charge this invoice, and then we'll proceed to your $20. Okay? Bear with me here. I'll just need to modify. Okay. Let me remove. And then $20. Okay. So I've already removed that and go change it. One moment. So you said you're going to use a Visa? Okay. Thank you so much. Let me select Visa. Okay. Sure. Oh, sure. Sure. Sure. No rush. Yeah. Still on the line. Okay. Yeah. Your card number, please? Mhmm. Oh, I'm so sorry, ma'am. Well, you cut off to the last part, last four. 5720. 00. Okay. I got it. Thank you. 4622391116895700. Expiration date, please? 02/28. Let me just put here 02/28. Security code, please? 316. And name as it appears is the same as your Airtel accounts, Emmanuel Mady? Okay. Thank you. And, also, would you like to set up a direct debit using this card? Would you like to set up your direct debit payment for your recurring invoice starting next month using this card? Okay. Thank you. So today, just to confirm, we're processing $20.02 0. Thank you so much. I submitted it. Okay. So, Emmanuel, your $20 delivery charge has been successfully processed, you will receive your official payment receipt shortly to your email address, and then we will go ahead and update our provisioning team to enable dispatching your router. Okay? Then we'll send you the tracking number. Uh-huh. Mhmm. Mm-mm. Oh, yes. Definitely. As long as you the the router that you currently have is compatible, you can go ahead and try to connect. So I believe they they sent you, like, a text message, but I will ask our technical rep to resend the instruction and then try to follow the instruction. If it did not work, please reach out. You can call us. We're open from Monday to Friday till 6PM. And then if you are available after hours, you just need to, send a text message to the number indicated from the SMS with the instruction and the credentials, alright, for your router to get connected while waiting for your router supplied by Airtel. Yeah. Yes. Yes. I will ask them to resend the instructions to your phone number. Okay? The one ends in 2445. Alright. Thank you, Maddie. Have a good one. You're welcome. It's my pleasure. Take care. 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afternoon. This is Airtel accounts. How may I help you today? Oh, yes. Nice to have you on the line.\n\nThank you so much for giving us a call. I'll be more than happy to help you today. May I please confirm your full name and your date of birth? Thank you so much. Yes, Emmanuel.\n\nOur provisioning team is waiting for the payments for them to dispatch your router. And as you've checked your invoice, this includes the chosen plan that you have, which is the standard, and then the standard postage for your router. Total is $99.95. Are you going to use your Visa or your Mastercard? Oh, yes.\n\nThat would be fine. So, basically, if you would like, here's what we can do, Maddie. Because, we've arranged the invoice, all at once together with the payment for your Internet service and then for your router. However, if you just want to pay the delivery charge for you to get the router, I can remove the plan charge. However, by next month, September, your bill will be more than a month.\n\nIs that okay with you? It's like we prorate. It's you're all good to that. We will just prorate your services charge. So your first invoice that you will be receiving on September 1, instead of will the full period of December only thirty days, it will be more than thirty days.\n\nIt's, like, around one month and three weeks. Is that fine with you? Our billing process is every first of each month, and then it will cover the Internet service period for the current month. Like, for example, on September 1, we are sending all invoices, and then the service cover period of that invoice is 09/01/2030. That's the billing process we have.\n\nOr if you would like, would you like me just to separate your invoice for the plan for this month or just prorate it by next month to help you be suitable for you? Mm-mm. Yes. That's cover your chosen plan, which is the Linham standard, the $79.95, and then standard postage, $20. So, basically, this, Linham standard charge plan will cover your thirty days of service.\n\nIt's like an upfront payment for the service. Yeah. But if you don't want to do the upfront for the service, that would be fine. We will just prorate this by next month, September. However, your first invoice then will be more than a month.\n\nSo that's what I'm trying to clarify if that's okay with you, if that's work. There you go. Three weeks. Yes. That's fine?\n\nOkay. Sure. Let me just remove the charge this invoice, and then we'll proceed to your $20. Okay? Bear with me here.\n\nI'll just need to modify. Okay. Let me remove. And then $20. Okay.\n\nSo I've already removed that and go change it. One moment. So you said you're going to use a Visa? Okay. Thank you so much.\n\nLet me select Visa. Okay. Sure. Oh, sure. Sure.\n\nSure. No rush. Yeah. Still on the line. Okay.\n\nYeah. Your card number, please? Mhmm. Oh, I'm so sorry, ma'am. Well, you cut off to the last part, last four.\n\n5720. 00. Okay. I got it. Thank you.\n\n4622391116895700. Expiration date, please? 02/28. Let me just put here 02/28. Security code, please?\n\n316. And name as it appears is the same as your Airtel accounts, Emmanuel Mady? Okay. Thank you. And, also, would you like to set up a direct debit using this card?\n\nWould you like to set up your direct debit payment for your recurring invoice starting next month using this card? Okay. Thank you. So today, just to confirm, we're processing $20.02 0. Thank you so much.\n\nI submitted it. Okay. So, Emmanuel, your $20 delivery charge has been successfully processed, you will receive your official payment receipt shortly to your email address, and then we will go ahead and update our provisioning team to enable dispatching your router. Okay? Then we'll send you the tracking number.\n\nUh-huh. Mhmm. Mm-mm. Oh, yes. Definitely.\n\nAs long as you the the router that you currently have is compatible, you can go ahead and try to connect. So I believe they they sent you, like, a text message, but I will ask our technical rep to resend the instruction and then try to follow the instruction. If it did not work, please reach out. You can call us. We're open from Monday to Friday till 6PM.\n\nAnd then if you are available after hours, you just need to, send a text message to the number indicated from the SMS with the instruction and the credentials, alright, for your router to get connected while waiting for your router supplied by Airtel. Yeah. Yes. Yes. I will ask them to resend the instructions to your phone number.\n\nOkay? The one ends in 2445. Alright. Thank you, Maddie. Have a good one.\n\nYou're welcome. It's my pleasure. Take care. Bye bye.","paragraphs":[{"sentences":[{"text":"Good afternoon.","start":0.24,"end":0.88,"sentiment":"positive","sentiment_score":0.4454480707645416},{"text":"This is Airtel accounts.","start":0.88,"end":2.24,"sentiment":"positive","sentiment_score":0.3441246524453163},{"text":"How may I help you today?","start":2.24,"end":3.54,"sentiment":"positive","sentiment_score":0.3441643863916397},{"text":"Oh, yes.","start":17.465,"end":17.945,"sentiment":"neutral","sentiment_score":0.27360178530216217},{"text":"Nice to have you on the line.","start":17.945,"end":19.305,"sentiment":"positive","sentiment_score":0.7137706535203117}],"sentiment":"positive","sentiment_score":0.4702847245193663,"num_words":21,"start":0.24,"end":19.305},{"sentences":[{"text":"Thank you so much for giving us a call.","start":19.305,"end":20.985,"sentiment":"positive","sentiment_score":0.7652416626612345},{"text":"I'll be more than happy to help you today.","start":20.985,"end":22.925,"sentiment":"positive","sentiment_score":0.8105359805954827},{"text":"May I please confirm your full name and your date of birth?","start":23.224998,"end":26.88,"sentiment":"neutral","sentiment_score":0.18017842061817646},{"text":"Thank you so much.","start":33.44,"end":34.8,"sentiment":"positive","sentiment_score":0.6300055086612701},{"text":"Yes, Emmanuel.","start":34.8,"end":35.94,"sentiment":"neutral","sentiment_score":0.18760737031698227}],"sentiment":"positive","sentiment_score":0.5344271281113228,"num_words":36,"start":19.305,"end":35.94},{"sentences":[{"text":"Our provisioning team is waiting for the payments for them to dispatch your router.","start":36.16,"end":41.46,"sentiment":"neutral","sentiment_score":0.18521820913468087},{"text":"And as you've checked your invoice, this includes the chosen plan that you have, which is the standard, and then the standard postage for your router.","start":41.84,"end":54.395,"sentiment":"neutral","sentiment_score":0.12216508187926732},{"text":"Total is $99.95.","start":54.855003,"end":58.155003,"sentiment":"neutral","sentiment_score":0.08739164968331654},{"text":"Are you going to use your Visa or your Mastercard?","start":58.25,"end":60.829998,"sentiment":"neutral","sentiment_score":0.030843774043023586},{"text":"Oh, yes.","start":76.345,"end":77.08501,"sentiment":"neutral","sentiment_score":0.09384522214531898}],"sentiment":"neutral","sentiment_score":0.11868454891849647,"num_words":55,"start":36.16,"end":77.08501},{"sentences":[{"text":"That would be fine.","start":77.305,"end":78.505005,"sentiment":"neutral","sentiment_score":0.15719785168766975},{"text":"So, basically, if you would like, here's what we can do, Maddie.","start":78.505005,"end":82.745,"sentiment":"neutral","sentiment_score":0.05942391790449619},{"text":"Because, we've arranged the invoice, all at once together with the payment for your Internet service and then for your router.","start":82.745,"end":94.32,"sentiment":"neutral","sentiment_score":0.06378575103978316},{"text":"However, if you just want to pay the delivery charge for you to get the router, I can remove the plan charge.","start":94.46,"end":105.525,"sentiment":"neutral","sentiment_score":-0.00563931388949806},{"text":"However, by next month, September, your bill will be more than a month.","start":106.064995,"end":113.825,"sentiment":"neutral","sentiment_score":-0.04757874387388046}],"sentiment":"neutral","sentiment_score":0.02692764746542606,"num_words":72,"start":77.305,"end":113.825},{"sentences":[{"text":"Is that okay with you?","start":113.825,"end":114.784996,"sentiment":"neutral","sentiment_score":-0.007669694721698761},{"text":"It's like we prorate.","start":114.784996,"end":115.924995,"sentiment":"neutral","sentiment_score":-0.07757003139704466},{"text":"It's you're all good to that.","start":121.74,"end":123.58,"sentiment":"positive","sentiment_score":0.4475638618071874},{"text":"We will just prorate your services charge.","start":123.58,"end":128.0,"sentiment":"neutral","sentiment_score":0.10129674045102936},{"text":"So your first invoice that you will be receiving on September 1, instead of will the full period of December only thirty days, it will be more than thirty days.","start":128.495,"end":140.81499,"sentiment":"neutral","sentiment_score":0.06629669306178888}],"sentiment":"neutral","sentiment_score":0.09682177974341008,"num_words":52,"start":113.825,"end":140.81499},{"sentences":[{"text":"It's, like, around one month and three weeks.","start":140.81499,"end":145.54,"sentiment":"neutral","sentiment_score":0.11739736422896385},{"text":"Is that fine with you?","start":146.16,"end":147.54,"sentiment":"neutral","sentiment_score":0.2223278284072876},{"text":"Our billing process is every first of each month, and then it will cover the Internet service period for the current month.","start":152.31999,"end":164.225,"sentiment":"neutral","sentiment_score":0.045843162150545555},{"text":"Like, for example, on September 1, we are sending all invoices, and then the service cover period of that invoice is 09/01/2030.","start":164.225,"end":175.3,"sentiment":"neutral","sentiment_score":0.028473692607473244},{"text":"That's the billing process we have.","start":176.64,"end":178.64,"sentiment":"neutral","sentiment_score":0.04911740496754646}],"sentiment":"neutral","sentiment_score":0.0631824331801562,"num_words":63,"start":140.81499,"end":178.64},{"sentences":[{"text":"Or if you would like, would you like me just to separate your invoice for the plan for this month or just prorate it by next month to help you be suitable for you?","start":178.64,"end":192.035,"sentiment":"neutral","sentiment_score":0.04339104781256003},{"text":"Mm-mm.","start":202.05,"end":202.37,"sentiment":"neutral","sentiment_score":0.018230637535452843},{"text":"Yes.","start":202.37,"end":202.77,"sentiment":"neutral","sentiment_score":0.11081376671791077},{"text":"That's cover your chosen plan, which is the Linham standard, the $79.95, and then standard postage, $20.","start":202.77,"end":214.525,"sentiment":"neutral","sentiment_score":0.13446115921525395},{"text":"So, basically, this, Linham standard charge plan will cover your thirty days of service.","start":215.94499,"end":223.08499,"sentiment":"neutral","sentiment_score":0.14856682664581708}],"sentiment":"neutral","sentiment_score":0.08910619865046508,"num_words":67,"start":178.64,"end":223.08499},{"sentences":[{"text":"It's like an upfront payment for the service.","start":223.94499,"end":226.36499,"sentiment":"neutral","sentiment_score":0.07294888747856021},{"text":"Yeah.","start":229.31,"end":229.81,"sentiment":"neutral","sentiment_score":0.10790935903787612},{"text":"But if you don't want to do the upfront for the service, that would be fine.","start":230.34999,"end":234.59,"sentiment":"neutral","sentiment_score":0.0067807761952281},{"text":"We will just prorate this by next month, September.","start":234.59,"end":238.45,"sentiment":"neutral","sentiment_score":0.056333962827920914},{"text":"However, your first invoice then will be more than a month.","start":238.91,"end":242.29,"sentiment":"neutral","sentiment_score":-0.011402358385649595}],"sentiment":"neutral","sentiment_score":0.026257168915536668,"num_words":45,"start":223.94499,"end":242.29},{"sentences":[{"text":"So that's what I'm trying to clarify if that's okay with you, if that's work.","start":242.645,"end":247.945,"sentiment":"neutral","sentiment_score":0.052722883969545366},{"text":"There you go.","start":248.485,"end":249.38501,"sentiment":"neutral","sentiment_score":-0.002816373792787393},{"text":"Three weeks.","start":254.565,"end":255.285,"sentiment":"neutral","sentiment_score":0.007813713513314724},{"text":"Yes.","start":255.285,"end":255.785,"sentiment":"neutral","sentiment_score":0.08521608263254166},{"text":"That's fine?","start":257.82,"end":258.63998,"sentiment":"neutral","sentiment_score":0.17105413973331451}],"sentiment":"neutral","sentiment_score":0.0532759098822008,"num_words":23,"start":242.645,"end":258.63998},{"sentences":[{"text":"Okay.","start":259.1,"end":259.58,"sentiment":"neutral","sentiment_score":0.1347215324640274},{"text":"Sure.","start":259.58,"end":259.97998,"sentiment":"neutral","sentiment_score":0.14798881113529205},{"text":"Let me just remove the charge this invoice, and then we'll proceed to your $20.","start":259.97998,"end":267.58,"sentiment":"neutral","sentiment_score":0.07288108691573143},{"text":"Okay?","start":267.58,"end":267.97998,"sentiment":"neutral","sentiment_score":0.04672935605049133},{"text":"Bear with me here.","start":267.97998,"end":269.12,"sentiment":"neutral","sentiment_score":-0.013954443857073784}],"sentiment":"neutral","sentiment_score":0.06212901036170396,"num_words":22,"start":259.1,"end":269.12},{"sentences":[{"text":"I'll just need to modify.","start":269.445,"end":270.905,"sentiment":"neutral","sentiment_score":-0.1006900891661644},{"text":"Okay.","start":272.64502,"end":273.14502,"sentiment":"neutral","sentiment_score":-0.0684354305267334},{"text":"Let me remove.","start":273.285,"end":274.42502,"sentiment":"neutral","sentiment_score":-0.060042050977547966},{"text":"And then $20.","start":276.885,"end":279.625,"sentiment":"neutral","sentiment_score":-0.05344322323799133},{"text":"Okay.","start":285.41,"end":285.89,"sentiment":"neutral","sentiment_score":-0.02499045431613922}],"sentiment":"neutral","sentiment_score":-0.07210247333233173,"num_words":13,"start":269.445,"end":285.89},{"sentences":[{"text":"So I've already removed that and go change it.","start":285.89,"end":290.55,"sentiment":"neutral","sentiment_score":-0.029630299657583237},{"text":"One moment.","start":291.33,"end":292.07,"sentiment":"neutral","sentiment_score":-0.003090125974267721},{"text":"So you said you're going to use a Visa?","start":292.93,"end":295.27,"sentiment":"neutral","sentiment_score":0.012567960657179356},{"text":"Okay.","start":297.745,"end":298.22498,"sentiment":"neutral","sentiment_score":0.30681276321411133},{"text":"Thank you so much.","start":298.22498,"end":299.365,"sentiment":"positive","sentiment_score":0.6440038830041885}],"sentiment":"neutral","sentiment_score":0.10892347969114781,"num_words":25,"start":285.89,"end":299.365},{"sentences":[{"text":"Let me select Visa.","start":299.585,"end":301.125,"sentiment":"neutral","sentiment_score":0.1478566937148571},{"text":"Okay.","start":304.305,"end":304.78497,"sentiment":"neutral","sentiment_score":0.07261630892753601},{"text":"Sure.","start":304.78497,"end":305.28497,"sentiment":"neutral","sentiment_score":0.09178966283798218},{"text":"Oh, sure.","start":310.0,"end":310.56,"sentiment":"neutral","sentiment_score":0.02838234044611454},{"text":"Sure.","start":310.56,"end":310.8,"sentiment":"neutral","sentiment_score":0.048390984535217285}],"sentiment":"neutral","sentiment_score":0.09566537911693256,"num_words":9,"start":299.585,"end":310.8},{"sentences":[{"text":"Sure.","start":310.8,"end":311.12,"sentiment":"neutral","sentiment_score":0.03829541057348251},{"text":"No rush.","start":311.12,"end":311.86,"sentiment":"neutral","sentiment_score":-0.04040832445025444},{"text":"Yeah.","start":354.875,"end":355.275,"sentiment":"neutral","sentiment_score":0.020560499280691147},{"text":"Still on the line.","start":355.275,"end":356.255,"sentiment":"neutral","sentiment_score":0.03617839328944683},{"text":"Okay.","start":357.995,"end":358.495,"sentiment":"neutral","sentiment_score":0.09165803343057632}],"sentiment":"neutral","sentiment_score":0.023823429726892047,"num_words":9,"start":310.8,"end":358.495},{"sentences":[{"text":"Yeah.","start":360.955,"end":361.455,"sentiment":"neutral","sentiment_score":0.04619026556611061},{"text":"Your card number, please?","start":361.51498,"end":362.97498,"sentiment":"neutral","sentiment_score":0.017197733046486974},{"text":"Mhmm.","start":367.15,"end":367.65,"sentiment":"neutral","sentiment_score":0.006832919083535671},{"text":"Oh, I'm so sorry, ma'am.","start":379.06998,"end":380.83,"sentiment":"neutral","sentiment_score":-0.11960268318653107},{"text":"Well, you cut off to the last part, last four.","start":380.83,"end":384.755,"sentiment":"neutral","sentiment_score":-0.07798098362982273}],"sentiment":"neutral","sentiment_score":-0.05980995882834707,"num_words":21,"start":360.955,"end":384.755},{"sentences":[{"text":"5720.","start":388.015,"end":389.71503,"sentiment":"neutral","sentiment_score":-0.00467643141746521},{"text":"00.","start":391.695,"end":392.49506,"sentiment":"neutral","sentiment_score":0.0024631619453430176},{"text":"Okay.","start":392.49503,"end":392.815,"sentiment":"neutral","sentiment_score":0.05359099805355072},{"text":"I got it.","start":392.815,"end":393.295,"sentiment":"neutral","sentiment_score":0.10015274832646053},{"text":"Thank you.","start":393.295,"end":393.855,"sentiment":"neutral","sentiment_score":0.20795618742704391}],"sentiment":"neutral","sentiment_score":0.09596854355186224,"num_words":8,"start":388.015,"end":393.855},{"sentences":[{"text":"4622391116895700.","start":393.855,"end":399.43,"sentiment":"neutral","sentiment_score":0.04627854377031326},{"text":"Expiration date, please?","start":399.49,"end":400.87,"sentiment":"neutral","sentiment_score":-0.03478552773594856},{"text":"02/28.","start":405.16998,"end":406.78998,"sentiment":"neutral","sentiment_score":-0.002563093788921833},{"text":"Let me just put here 02/28.","start":407.00998,"end":411.765,"sentiment":"neutral","sentiment_score":0.013890561182051897},{"text":"Security code, please?","start":413.905,"end":415.285,"sentiment":"neutral","sentiment_score":-0.0011647508169213931}],"sentiment":"neutral","sentiment_score":0.0013719986725066388,"num_words":14,"start":393.855,"end":415.285},{"sentences":[{"text":"316.","start":418.86502,"end":420.08502,"sentiment":"neutral","sentiment_score":0.003754289820790291},{"text":"And name as it appears is the same as your Airtel accounts, Emmanuel Mady?","start":420.225,"end":424.565,"sentiment":"neutral","sentiment_score":0.050396855255322795},{"text":"Okay.","start":426.4,"end":426.9,"sentiment":"neutral","sentiment_score":0.19495253264904025},{"text":"Thank you.","start":427.04,"end":427.86002,"sentiment":"positive","sentiment_score":0.41412459313869476},{"text":"And, also, would you like to set up a direct debit using this card?","start":428.24002,"end":432.26,"sentiment":"neutral","sentiment_score":0.18146395310759544}],"sentiment":"neutral","sentiment_score":0.13353147893212736,"num_words":32,"start":418.86502,"end":432.26},{"sentences":[{"text":"Would you like to set up your direct debit payment for your recurring invoice starting next month using this card?","start":436.48,"end":443.725,"sentiment":"neutral","sentiment_score":0.11970626413822175},{"text":"Okay.","start":447.785,"end":448.265,"sentiment":"neutral","sentiment_score":0.2137676179409027},{"text":"Thank you.","start":448.265,"end":448.98502,"sentiment":"positive","sentiment_score":0.539369747042656},{"text":"So today, just to confirm, we're processing $20.02 0.","start":448.98502,"end":453.325,"sentiment":"neutral","sentiment_score":0.1860153211487664},{"text":"Thank you so much.","start":455.06,"end":456.36,"sentiment":"positive","sentiment_score":0.634977400302887}],"sentiment":"neutral","sentiment_score":0.21946333017614153,"num_words":36,"start":436.48,"end":456.36},{"sentences":[{"text":"I submitted it.","start":456.5,"end":457.88,"sentiment":"positive","sentiment_score":0.3974488576253255},{"text":"Okay.","start":465.13998,"end":465.54,"sentiment":"positive","sentiment_score":0.4113227427005768},{"text":"So, Emmanuel, your $20 delivery charge has been successfully processed, you will receive your official payment receipt shortly to your email address, and then we will go ahead and update our provisioning team to enable dispatching your router.","start":465.54,"end":482.135,"sentiment":"positive","sentiment_score":0.45280685236579493},{"text":"Okay?","start":482.135,"end":482.635,"sentiment":"neutral","sentiment_score":0.1819877177476883},{"text":"Then we'll send you the tracking number.","start":483.24,"end":485.34,"sentiment":"neutral","sentiment_score":0.06078779963510377}],"sentiment":"positive","sentiment_score":0.3883566404134035,"num_words":50,"start":456.5,"end":485.34},{"sentences":[{"text":"Uh-huh.","start":487.88,"end":488.38,"sentiment":"neutral","sentiment_score":0.014407271519303322},{"text":"Mhmm.","start":495.255,"end":495.755,"sentiment":"neutral","sentiment_score":-0.018324105069041252},{"text":"Mm-mm.","start":504.615,"end":504.855,"sentiment":"neutral","sentiment_score":0.0059409732930362225},{"text":"Oh, yes.","start":504.855,"end":505.495,"sentiment":"neutral","sentiment_score":0.07474683970212936},{"text":"Definitely.","start":505.495,"end":505.995,"sentiment":"neutral","sentiment_score":0.1285567283630371}],"sentiment":"neutral","sentiment_score":0.04667909125176569,"num_words":6,"start":487.88,"end":505.995},{"sentences":[{"text":"As long as you the the router that you currently have is compatible, you can go ahead and try to connect.","start":506.295,"end":514.76996,"sentiment":"neutral","sentiment_score":0.09870293807415735},{"text":"So I believe they they sent you, like, a text message, but I will ask our technical rep to resend the instruction and then try to follow the instruction.","start":514.76996,"end":527.175,"sentiment":"neutral","sentiment_score":-0.011852896515408466},{"text":"If it did not work, please reach out.","start":528.195,"end":530.755,"sentiment":"neutral","sentiment_score":-0.13552918564528227},{"text":"You can call us.","start":530.995,"end":532.21497,"sentiment":"neutral","sentiment_score":-0.06740503199398518},{"text":"We're open from Monday to Friday till 6PM.","start":532.58997,"end":535.47,"sentiment":"neutral","sentiment_score":0.01698623172705993}],"sentiment":"neutral","sentiment_score":0.007300913446981992,"num_words":70,"start":506.295,"end":535.47},{"sentences":[{"text":"And then if you are available after hours, you just need to, send a text message to the number indicated from the SMS with the instruction and the credentials, alright, for your router to get connected while waiting for your router supplied by Airtel.","start":535.47,"end":552.245,"sentiment":"neutral","sentiment_score":0.023980962493541567},{"text":"Yeah.","start":558.14496,"end":558.64496,"sentiment":"neutral","sentiment_score":0.19672635197639465},{"text":"Yes.","start":558.94495,"end":559.35,"sentiment":"neutral","sentiment_score":0.10932932794094086},{"text":"Yes.","start":559.58997,"end":559.82996,"sentiment":"neutral","sentiment_score":0.1014280840754509},{"text":"I will ask them to resend the instructions to your phone number.","start":559.82996,"end":563.67,"sentiment":"neutral","sentiment_score":0.06857537260899942}],"sentiment":"neutral","sentiment_score":0.038738145508756074,"num_words":59,"start":535.47,"end":563.67},{"sentences":[{"text":"Okay?","start":563.67,"end":564.06995,"sentiment":"neutral","sentiment_score":0.04686484485864639},{"text":"The one ends in 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Hi. My name is Emmanuel. I just set up my Internet service, but I just need to pay for the for the Raft that you sent to me. Full name, Emmanuel Nadi. Date of birth, 07/23/1987. With the is there any way I can do the payment for the Ralph or the gift sent out? And and I would do the the $72 for the this on Friday. Yeah. Yes. Yep. Yeah. Eleven. Yeah. Yeah. So yeah. Okay. So yeah. That's fine. Yeah. That's fine. Yeah. Wait. So how often do you do do you bill? So because that on the on the invoice, it said the $99 or was paid on the eleventh of of August. Okay. Yep. So what you say what is the amount? So it would be 72 $79 plus three three days or three weeks, I mean? Yeah. That's fine. Yeah. Yeah. Yeah. That's fine. Yeah. Yes. That's correct. Yes. Should I give give give me one second. One second. I'm sorry. I'm just picking up a delivery. Give me a picture. It's mine. Hello? Delivery for 303? Delivery for 303? 303? Yes. No. 303B? 303. Yeah. 3 or 3? 33B. 3BB. Yeah. This one. Yeah. Let me show me. Yeah. Because I have to leave work early because there's no way to leave it. Because if you do this, you lose it. Thank you very much. Thank you. Hello? Any signature? Thank you. Thank you. Hello? Are you there? Yes. So, yeah, be ready for the payment. Okay. So that's 4622, 398811689570. 570. 00. 03/28. Yes. 316. Yes. Hello? Yeah. Sure. Yeah. Okay. Also, one question. Okay. One more question. Before while I wait while I'm waiting for the for the Raptor, I have I have a I have my old modem. Can I use that for the time being until the Raptor comes? Because I need I'll be working from home. I'm gonna need the Internet. So how do I do I yeah. Yes, please. Can I help you? Yeah. Okay. Alright. Text me speaking? That'll be great. Thank you. No worries. Thank you. Yeah. I appreciate it. No worries. You too. Bye. Alright. 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Hi. My name is Emmanuel. I just set up my Internet service, but I just need to pay for the for the Raft that you sent to me. Full name, Emmanuel Nadi.\n\nDate of birth, 07/23/1987. With the is there any way I can do the payment for the Ralph or the gift sent out? And and I would do the the $72 for the this on Friday. Yeah. Yes.\n\nYep. Yeah. Eleven. Yeah. Yeah.\n\nSo yeah. Okay. So yeah. That's fine. Yeah.\n\nThat's fine. Yeah. Wait. So how often do you do do you bill? So because that on the on the invoice, it said the $99 or was paid on the eleventh of of August.\n\nOkay. Yep. So what you say what is the amount? So it would be 72 $79 plus three three days or three weeks, I mean? Yeah.\n\nThat's fine. Yeah. Yeah. Yeah. That's fine.\n\nYeah. Yes. That's correct. Yes. Should I give give give me one second.\n\nOne second. I'm sorry. I'm just picking up a delivery. Give me a picture. It's mine.\n\nHello? Delivery for 303? Delivery for 303? 303? Yes.\n\nNo. 303B? 303. Yeah. 3 or 3?\n\n33B. 3BB. Yeah. This one. Yeah.\n\nLet me show me. Yeah. Because I have to leave work early because there's no way to leave it. Because if you do this, you lose it. Thank you very much.\n\nThank you. Hello? Any signature? Thank you. Thank you.\n\nHello? Are you there? Yes. So, yeah, be ready for the payment. Okay.\n\nSo that's 4622, 398811689570. 570. 00. 03/28. Yes.\n\n316. Yes. Hello? Yeah. Sure.\n\nYeah. Okay. Also, one question. Okay. One more question.\n\nBefore while I wait while I'm waiting for the for the Raptor, I have I have a I have my old modem. Can I use that for the time being until the Raptor comes? Because I need I'll be working from home. I'm gonna need the Internet. So how do I do I yeah.\n\nYes, please. Can I help you? Yeah. Okay. Alright.\n\nText me speaking? That'll be great. Thank you. No worries. Thank you.\n\nYeah. I appreciate it. No worries. You too. Bye.\n\nAlright. 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do you do do you bill?","start":148.06,"end":150.24,"sentiment":"neutral","sentiment_score":0.010614873634444343},{"text":"So because that on the on the invoice, it said the $99 or was paid on the eleventh of of August.","start":190.815,"end":201.315,"sentiment":"neutral","sentiment_score":-0.057898534107066336}],"sentiment":"neutral","sentiment_score":-0.01226281448650886,"num_words":34,"start":120.26,"end":201.315},{"sentences":[{"text":"Okay.","start":229.115,"end":229.615,"sentiment":"neutral","sentiment_score":0.10297288000583649},{"text":"Yep.","start":239.23999,"end":239.73999,"sentiment":"neutral","sentiment_score":0.07669880986213684},{"text":"So what you say what is the amount?","start":247.835,"end":249.27501,"sentiment":"neutral","sentiment_score":-0.00178544654045254},{"text":"So it would be 72 $79 plus three three days or three weeks, I 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fine.","start":257.755,"end":258.495,"sentiment":"neutral","sentiment_score":0.1523389257490635}],"sentiment":"neutral","sentiment_score":0.15347530054194586,"num_words":7,"start":256.635,"end":258.495},{"sentences":[{"text":"Yeah.","start":258.95502,"end":259.45502,"sentiment":"neutral","sentiment_score":0.113102987408638},{"text":"Yes.","start":296.25,"end":296.57,"sentiment":"neutral","sentiment_score":0.11188304424285889},{"text":"That's correct.","start":296.57,"end":297.29,"sentiment":"neutral","sentiment_score":0.16754987090826035},{"text":"Yes.","start":297.29,"end":297.79,"sentiment":"neutral","sentiment_score":0.16770455241203308},{"text":"Should I give give give me one second.","start":300.245,"end":303.30502,"sentiment":"neutral","sentiment_score":0.08788997493684292}],"sentiment":"neutral","sentiment_score":0.11007000964421493,"num_words":13,"start":258.95502,"end":303.30502},{"sentences":[{"text":"One second.","start":305.445,"end":306.08502,"sentiment":"neutral","sentiment_score":0.02262230683118105},{"text":"I'm sorry.","start":306.08502,"end":306.665,"sentiment":"neutral","sentiment_score":-0.13164463639259338},{"text":"I'm just picking up a delivery.","start":307.045,"end":308.42502,"sentiment":"neutral","sentiment_score":-0.130570317308108},{"text":"Give me a picture.","start":308.565,"end":309.36502,"sentiment":"neutral","sentiment_score":-0.035369258373975754},{"text":"It's mine.","start":309.36502,"end":310.105,"sentiment":"neutral","sentiment_score":-0.03855559788644314}],"sentiment":"neutral","sentiment_score":-0.07625342451501638,"num_words":16,"start":305.445,"end":310.105},{"sentences":[{"text":"Hello?","start":320.81,"end":321.31,"sentiment":"neutral","sentiment_score":-0.007239102385938168},{"text":"Delivery for 303?","start":321.93,"end":325.15,"sentiment":"neutral","sentiment_score":-0.011486364218095938},{"text":"Delivery for 303?","start":326.09,"end":327.675,"sentiment":"neutral","sentiment_score":-0.014375879429280758},{"text":"303?","start":327.75497,"end":328.57498,"sentiment":"neutral","sentiment_score":-0.011848545633256435},{"text":"Yes.","start":328.715,"end":328.91498,"sentiment":"neutral","sentiment_score":-0.014400124549865724}],"sentiment":"neutral","sentiment_score":-0.012341611501243379,"num_words":9,"start":320.81,"end":328.91498},{"sentences":[{"text":"No.","start":328.91498,"end":329.115,"sentiment":"neutral","sentiment_score":-0.05184377357363701},{"text":"303B?","start":329.115,"end":331.85498,"sentiment":"neutral","sentiment_score":-0.03372959420084953},{"text":"303.","start":332.875,"end":333.835,"sentiment":"neutral","sentiment_score":-0.02133123949170113},{"text":"Yeah.","start":333.835,"end":333.995,"sentiment":"neutral","sentiment_score":-0.014842458069324492},{"text":"3 or 3?","start":333.995,"end":335.055,"sentiment":"neutral","sentiment_score":-0.014037417558332285}],"sentiment":"neutral","sentiment_score":-0.023408474001501287,"num_words":7,"start":328.91498,"end":335.055},{"sentences":[{"text":"33B.","start":335.115,"end":336.25497,"sentiment":"neutral","sentiment_score":-0.011380834504961967},{"text":"3BB.","start":336.47498,"end":337.455,"sentiment":"neutral","sentiment_score":-0.012302428483963013},{"text":"Yeah.","start":337.51498,"end":337.75497,"sentiment":"neutral","sentiment_score":-0.01265014335513115},{"text":"This one.","start":337.75497,"end":338.47498,"sentiment":"neutral","sentiment_score":-0.020120943896472454},{"text":"Yeah.","start":338.47498,"end":338.97498,"sentiment":"neutral","sentiment_score":-0.02559453435242176}],"sentiment":"neutral","sentiment_score":-0.017028304748237133,"num_words":6,"start":335.115,"end":338.97498},{"sentences":[{"text":"Let me show me.","start":339.275,"end":340.495,"sentiment":"neutral","sentiment_score":-0.04786806087940931},{"text":"Yeah.","start":342.45,"end":342.77,"sentiment":"neutral","sentiment_score":-0.12314260751008987},{"text":"Because I have to leave work early because there's no way to leave it.","start":342.77,"end":346.05,"sentiment":"negative","sentiment_score":-0.38187327661684584},{"text":"Because if you do this, you lose it.","start":346.05,"end":347.57,"sentiment":"negative","sentiment_score":-0.4143790230154991},{"text":"Thank you very much.","start":347.57,"end":348.71,"sentiment":"positive","sentiment_score":0.4328644573688507}],"sentiment":"neutral","sentiment_score":-0.23369080897781155,"num_words":31,"start":339.275,"end":348.71},{"sentences":[{"text":"Thank you.","start":349.25,"end":349.89,"sentiment":"neutral","sentiment_score":0.29527558386325836},{"text":"Hello?","start":349.89,"end":350.21,"sentiment":"neutral","sentiment_score":0.05457158386707306},{"text":"Any signature?","start":350.21,"end":350.95,"sentiment":"neutral","sentiment_score":0.05600212514400482},{"text":"Thank you.","start":351.17,"end":351.65,"sentiment":"neutral","sentiment_score":0.17656968533992767},{"text":"Thank you.","start":351.65,"end":352.31,"sentiment":"neutral","sentiment_score":0.18355419486761093}],"sentiment":"neutral","sentiment_score":0.1641527513662974,"num_words":9,"start":349.25,"end":352.31},{"sentences":[{"text":"Hello?","start":353.17,"end":353.49,"sentiment":"neutral","sentiment_score":0.03118730336427689},{"text":"Are you there?","start":353.49,"end":354.15,"sentiment":"neutral","sentiment_score":0.01873098189632098},{"text":"Yes.","start":356.895,"end":357.375,"sentiment":"neutral","sentiment_score":0.0647943839430809},{"text":"So, yeah, be ready for the payment.","start":357.375,"end":359.235,"sentiment":"neutral","sentiment_score":0.08796013359512601},{"text":"Okay.","start":361.935,"end":362.435,"sentiment":"neutral","sentiment_score":0.016346339136362076}],"sentiment":"neutral","sentiment_score":0.06032630056142807,"num_words":13,"start":353.17,"end":362.435},{"sentences":[{"text":"So that's 4622, 398811689570.","start":364.01498,"end":377.73,"sentiment":"neutral","sentiment_score":0.004085477790795267},{"text":"570.","start":385.505,"end":386.805,"sentiment":"neutral","sentiment_score":-0.008704660460352898},{"text":"00.","start":390.225,"end":391.125,"sentiment":"neutral","sentiment_score":-0.0035563891287893057},{"text":"03/28.","start":402.81998,"end":404.28,"sentiment":"neutral","sentiment_score":-0.014085296541452408},{"text":"Yes.","start":407.3,"end":407.8,"sentiment":"neutral","sentiment_score":0.022321810945868492}],"sentiment":"neutral","sentiment_score":0.0015396719973068684,"num_words":8,"start":364.01498,"end":407.8},{"sentences":[{"text":"316.","start":416.705,"end":417.845,"sentiment":"neutral","sentiment_score":-0.003311367239803076},{"text":"Yes.","start":425.1,"end":425.6,"sentiment":"neutral","sentiment_score":0.09501560032367706},{"text":"Hello?","start":435.26,"end":435.76,"sentiment":"neutral","sentiment_score":-0.00419999286532402},{"text":"Yeah.","start":445.955,"end":446.275,"sentiment":"neutral","sentiment_score":0.1119224727153778},{"text":"Sure.","start":446.275,"end":446.595,"sentiment":"neutral","sentiment_score":0.13782097399234772}],"sentiment":"neutral","sentiment_score":0.0674495373852551,"num_words":5,"start":416.705,"end":446.595},{"sentences":[{"text":"Yeah.","start":446.595,"end":447.095,"sentiment":"neutral","sentiment_score":0.12740206718444824},{"text":"Okay.","start":483.13,"end":483.37,"sentiment":"neutral","sentiment_score":0.0981895923614502},{"text":"Also, one question.","start":483.37,"end":484.59,"sentiment":"neutral","sentiment_score":0.06208406016230583},{"text":"Okay.","start":485.77,"end":486.25,"sentiment":"neutral","sentiment_score":0.02765989676117897},{"text":"One more question.","start":486.25,"end":487.23,"sentiment":"neutral","sentiment_score":0.009229186922311783}],"sentiment":"neutral","sentiment_score":0.051910144173436694,"num_words":9,"start":446.595,"end":487.23},{"sentences":[{"text":"Before while I wait while I'm waiting for the for the Raptor, I have I have a I have my old modem.","start":488.01,"end":497.155,"sentiment":"neutral","sentiment_score":-0.029841338241980833},{"text":"Can I use that for the time being until the Raptor comes?","start":497.155,"end":500.19498,"sentiment":"neutral","sentiment_score":-0.005810057356332739},{"text":"Because I need I'll be working from home.","start":500.19498,"end":502.29498,"sentiment":"neutral","sentiment_score":-0.0471246219240129},{"text":"I'm gonna need the Internet.","start":502.435,"end":503.655,"sentiment":"neutral","sentiment_score":-0.037295848876237866},{"text":"So how do I do I yeah.","start":515.42,"end":517.92,"sentiment":"neutral","sentiment_score":0.0004607119730540684}],"sentiment":"neutral","sentiment_score":-0.02382372899187936,"num_words":54,"start":488.01,"end":517.92},{"sentences":[{"text":"Yes, please.","start":525.215,"end":525.935,"sentiment":"neutral","sentiment_score":0.004830960184335709},{"text":"Can I help you?","start":525.935,"end":527.075,"sentiment":"neutral","sentiment_score":-0.006910519907251},{"text":"Yeah.","start":528.255,"end":528.755,"sentiment":"neutral","sentiment_score":-0.05668981373310089},{"text":"Okay.","start":546.85,"end":547.35,"sentiment":"neutral","sentiment_score":0.03699495270848274},{"text":"Alright.","start":548.46497,"end":548.96497,"sentiment":"neutral","sentiment_score":0.04988044127821922}],"sentiment":"neutral","sentiment_score":0.0013561578881409434,"num_words":9,"start":525.215,"end":548.96497},{"sentences":[{"text":"Text me speaking?","start":556.14496,"end":557.205,"sentiment":"neutral","sentiment_score":0.030443497002124786},{"text":"That'll be great.","start":557.505,"end":558.305,"sentiment":"neutral","sentiment_score":0.3322213689486186},{"text":"Thank you.","start":558.305,"end":559.205,"sentiment":"neutral","sentiment_score":0.28631964325904846},{"text":"No worries.","start":566.9769,"end":567.217,"sentiment":"neutral","sentiment_score":0.17342576384544373},{"text":"Thank you.","start":567.217,"end":567.61694,"sentiment":"neutral","sentiment_score":0.2742678374052048}],"sentiment":"neutral","sentiment_score":0.213001757239302,"num_words":12,"start":556.14496,"end":567.61694},{"sentences":[{"text":"Yeah.","start":567.61694,"end":568.11694,"sentiment":"neutral","sentiment_score":0.2408864200115204},{"text":"I appreciate it.","start":569.457,"end":570.097,"sentiment":"positive","sentiment_score":0.7233668168385824},{"text":"No worries.","start":570.097,"end":570.657,"sentiment":"neutral","sentiment_score":0.2670183926820755},{"text":"You too.","start":570.657,"end":571.13696,"sentiment":"neutral","sentiment_score":0.3219211995601654},{"text":"Bye.","start":571.13696,"end":571.63696,"sentiment":"positive","sentiment_score":0.49352288246154785}],"sentiment":"positive","sentiment_score":0.45359877083036637,"num_words":9,"start":567.61694,"end":571.63696},{"sentences":[{"text":"Alright.","start":573.37695,"end":573.69696,"sentiment":"neutral","sentiment_score":0.31564033031463623},{"text":"Bye.","start":573.69696,"end":574.19696,"sentiment":"neutral","sentiment_score":0.20041513442993164}],"sentiment":"neutral","sentiment_score":0.25802773237228394,"num_words":2,"start":573.37695,"end":574.19696}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Good afternoon. This is Airtel accounts. How may I help you today?\n\nChannel 1: Yeah. Hi. My name is Emmanuel. I just set up my Internet service, but I just need to pay for the for the Raft that you sent to me.\n\nChannel 0: Oh, yes. Nice to have you on the line. Thank you so much for giving us a call. I'll be more than happy to help you today. May I please confirm your full name and your date of birth?\n\nChannel 1: Full name, Emmanuel Nadi. Date of birth, 07/23/1987.\n\nChannel 0: Thank you so much. Yes, Emmanuel. Our provisioning team is waiting for the payments for them to dispatch your router. And as you've checked your invoice, this includes the chosen plan that you have, which is the standard, and then the standard postage for your router. Total is $99.95.\n\nAre you going to use your Visa or your Mastercard?\n\nChannel 1: With the is there any way I can do the payment for the Ralph or the gift sent out? And and I would do the the $72 for the this on Friday.\n\nChannel 0: Oh, yes. That would be fine. So, basically,\n\nChannel 1: Yeah.\n\nChannel 0: if you would like, here's what we can do, Maddie. Because, we've arranged the invoice, all at once together with the payment for your Internet service and then\n\nChannel 1: Yes.\n\nChannel 0: for your router. However, if you just want to pay the delivery charge for you to get\n\nChannel 1: Yep.\n\nChannel 0: the router,\n\nChannel 1: Yeah.\n\nChannel 0: I can remove the plan charge. However, by next month, September,\n\nChannel 1: Eleven. Yeah.\n\nChannel 0: your bill will be more than a month. Is that okay with you? It's like we prorate.\n\nChannel 1: Yeah. So yeah. Okay. So yeah. That's fine.\n\nYeah. That's fine. Yeah.\n\nChannel 0: It's you're all good to that. We will just prorate your services charge. So your first invoice that you will be receiving on September 1, instead of will the full period of December only thirty days, it will be more than thirty days. It's, like, around one month and three weeks. Is that fine with you?\n\nChannel 1: Wait. So how often do you do do you bill?\n\nChannel 0: Our billing process is every first of each month, and then it will cover the Internet service period for the current month. Like, for example, on September 1, we are sending all invoices, and then the service cover period of that invoice is 09/01/2030. That's the billing process we have. Or if you would like, would you like me just to separate your invoice for the plan for this month or just prorate it by next month to help you be suitable\n\nChannel 1: So\n\nChannel 0: for you?\n\nChannel 1: because that on the on the invoice, it said the $99 or was paid on the eleventh of of August.\n\nChannel 0: Mm-mm. Yes. That's cover your chosen plan, which is the Linham standard, the $79.95, and then standard postage, $20. So, basically, this, Linham standard charge plan will cover your thirty days of service. It's like an upfront payment for the service.\n\nChannel 1: Okay.\n\nChannel 0: Yeah. But if you don't want to do the upfront for the service, that would be fine. We will just prorate this by next month, September. However,\n\nChannel 1: Yep.\n\nChannel 0: your first invoice then will be more than a month. So that's what I'm trying to clarify if that's okay with you, if that's work.\n\nChannel 1: So what you say\n\nChannel 0: There\n\nChannel 1: what is\n\nChannel 0: you\n\nChannel 1: the\n\nChannel 0: go.\n\nChannel 1: amount? So it would be 72 $79 plus three three days or three weeks, I mean?\n\nChannel 0: Three weeks. Yes.\n\nChannel 1: Yeah. That's fine. Yeah. Yeah. Yeah.\n\nThat's\n\nChannel 0: That's\n\nChannel 1: fine.\n\nChannel 0: fine?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. Sure. Let me just remove the charge this invoice, and then we'll proceed to your $20. Okay? Bear with me here.\n\nI'll just need to modify. Okay. Let me remove. And then $20. Okay.\n\nSo I've already removed that and go change it. One moment. So you said you're going to use a Visa?\n\nChannel 1: Yes. That's correct. Yes.\n\nChannel 0: Okay. Thank you so much. Let me select\n\nChannel 1: Should I give\n\nChannel 0: Visa.\n\nChannel 1: give give me one second.\n\nChannel 0: Okay. Sure.\n\nChannel 1: One second. I'm sorry. I'm just picking up a delivery. Give me a picture. It's mine.\n\nChannel 0: Oh, sure. Sure. Sure. No rush.\n\nChannel 1: Hello? Delivery for 303? Delivery for 303? 303? Yes.\n\nNo. 303B? 303. Yeah. 3 or 3?\n\n33B. 3BB. Yeah. This one. Yeah.\n\nLet me show me. Yeah. Because I have to leave work early because there's no way to leave it. Because if you do this, you lose it. Thank you very much.\n\nThank you. Hello? Any signature? Thank you. Thank you.\n\nHello? Are you there?\n\nChannel 0: Yeah. Still on the line.\n\nChannel 1: Yes. So, yeah, be\n\nChannel 0: Okay.\n\nChannel 1: ready for the payment.\n\nChannel 0: Yeah. Your card\n\nChannel 1: Okay.\n\nChannel 0: number, please?\n\nChannel 1: So that's 4622,\n\nChannel 0: Mhmm.\n\nChannel 1: 398811689570.\n\nChannel 0: Oh, I'm so sorry, ma'am. Well, you cut off to the last part, last four.\n\nChannel 1: 570.\n\nChannel 0: 5720.\n\nChannel 1: 00.\n\nChannel 0: 00. Okay. I got it. Thank you. 4622391116895700.\n\nExpiration date, please?\n\nChannel 1: 03/28.\n\nChannel 0: 02/28. Let me\n\nChannel 1: Yes.\n\nChannel 0: just put here 02/28. Security code, please?\n\nChannel 1: 316.\n\nChannel 0: 316. And name as it appears is the same as your Airtel accounts, Emmanuel Mady?\n\nChannel 1: Yes.\n\nChannel 0: Okay. Thank you. And, also, would you like to set up a direct debit using this card?\n\nChannel 1: Hello?\n\nChannel 0: Would you like to set up your direct debit payment for your recurring invoice starting next month using this card?\n\nChannel 1: Yeah. Sure. Yeah.\n\nChannel 0: Okay. Thank you. So today, just to confirm, we're processing $20.02 0. Thank you so much. I submitted it.\n\nOkay. So, Emmanuel, your $20 delivery charge has been successfully processed, you will receive your official payment receipt shortly to your email address, and then we will go ahead and update our provisioning team to enable dispatching your router. Okay?\n\nChannel 1: Okay.\n\nChannel 0: Then\n\nChannel 1: Also,\n\nChannel 0: we'll send\n\nChannel 1: one\n\nChannel 0: you\n\nChannel 1: question.\n\nChannel 0: the tracking number.\n\nChannel 1: Okay. One more question.\n\nChannel 0: Uh-huh.\n\nChannel 1: Before while I wait while I'm waiting for the for the Raptor, I have I have a\n\nChannel 0: Mhmm.\n\nChannel 1: I have my old modem. Can I use that for the time being until the Raptor comes? Because I need I'll be working from home. I'm gonna need the Internet.\n\nChannel 0: Mm-mm. Oh, yes. Definitely. As long as you the the router that you currently have is compatible, you can go ahead and try to connect. So\n\nChannel 1: So\n\nChannel 0: I\n\nChannel 1: how\n\nChannel 0: believe\n\nChannel 1: do I do I\n\nChannel 0: they they\n\nChannel 1: yeah.\n\nChannel 0: sent you, like, a text message, but I will ask our technical rep to resend the instruction and\n\nChannel 1: Yes,\n\nChannel 0: then\n\nChannel 1: please.\n\nChannel 0: try to\n\nChannel 1: Can\n\nChannel 0: follow\n\nChannel 1: I help\n\nChannel 0: the\n\nChannel 1: you?\n\nChannel 0: instruction. If\n\nChannel 1: Yeah.\n\nChannel 0: it did not work, please reach out. You can call us. We're open from Monday to Friday till 6PM. And then if you are available after hours, you just need to, send a text message to the number indicated from the SMS with the instruction and the credentials, alright, for your router\n\nChannel 1: Okay.\n\nChannel 0: to get connected\n\nChannel 1: Alright.\n\nChannel 0: while waiting for your router supplied by Airtel.\n\nChannel 1: Text me speaking? That'll be great.\n\nChannel 0: Yeah.\n\nChannel 1: Thank you.\n\nChannel 0: Yes. Yes. I will ask them to resend the instructions to your phone number. Okay? The one ends in 2445.\n\nChannel 1: No worries. Thank you. Yeah.\n\nChannel 0: Alright. Thank you, Maddie.\n\nChannel 1: I\n\nChannel 0: Have\n\nChannel 1: appreciate\n\nChannel 0: a good\n\nChannel 1: it.\n\nChannel 0: one.\n\nChannel 1: No worries. You\n\nChannel 0: You're\n\nChannel 1: too.\n\nChannel 0: welcome.\n\nChannel 1: Bye.\n\nChannel 0: It's my pleasure. Take care.\n\nChannel 1: Alright.\n\nChannel 0: Bye\n\nChannel 1: Bye.\n\nChannel 0: bye.","paragraphs":[{"sentences":[{"text":"Good afternoon.","start":0.24,"end":0.88,"sentiment":"positive","sentiment_score":0.4454480707645416},{"text":"This is Airtel accounts.","start":0.88,"end":2.24,"sentiment":"positive","sentiment_score":0.3441246524453163},{"text":"How may I help you today?","start":2.24,"end":3.54,"sentiment":"positive","sentiment_score":0.3441643863916397}],"sentiment":"positive","sentiment_score":0.36103175580501556,"channel":0,"num_words":12,"start":0.24,"end":3.54},{"sentences":[{"text":"Yeah.","start":4.56,"end":4.7999997,"sentiment":"neutral","sentiment_score":0.03183436021208763},{"text":"Hi.","start":4.7999997,"end":5.2999997,"sentiment":"neutral","sentiment_score":0.02631966769695282},{"text":"My name is Emmanuel.","start":5.3599997,"end":6.58,"sentiment":"neutral","sentiment_score":0.03329338366165757},{"text":"I just set up my Internet service, but I just need to pay for the for the Raft that you sent to me.","start":6.7999997,"end":16.185001,"sentiment":"neutral","sentiment_score":0.024914958959688312}],"sentiment":"neutral","sentiment_score":0.02635764202167248,"channel":1,"num_words":29,"start":4.56,"end":16.185001},{"sentences":[{"text":"Oh, yes.","start":17.465,"end":17.945,"sentiment":"neutral","sentiment_score":0.27360178530216217},{"text":"Nice to have you on the line.","start":17.945,"end":19.305,"sentiment":"positive","sentiment_score":0.7137706535203117},{"text":"Thank you so much for giving us a call.","start":19.305,"end":20.985,"sentiment":"positive","sentiment_score":0.7652416626612345},{"text":"I'll be more than happy to help you today.","start":20.985,"end":22.925,"sentiment":"positive","sentiment_score":0.8105359805954827},{"text":"May I please confirm your full name and your date of birth?","start":23.224998,"end":26.88,"sentiment":"neutral","sentiment_score":0.18017842061817646}],"sentiment":"positive","sentiment_score":0.5612240508198738,"channel":0,"num_words":39,"start":17.465,"end":26.88},{"sentences":[{"text":"Full name, Emmanuel Nadi.","start":28.1,"end":29.96,"sentiment":"neutral","sentiment_score":0.061249504797160625},{"text":"Date of birth, 07/23/1987.","start":30.18,"end":33.16,"sentiment":"neutral","sentiment_score":0.07221370469778776}],"sentiment":"neutral","sentiment_score":0.0667316047474742,"channel":1,"num_words":8,"start":28.1,"end":33.16},{"sentences":[{"text":"Thank you so much.","start":33.44,"end":34.8,"sentiment":"positive","sentiment_score":0.6300055086612701},{"text":"Yes, Emmanuel.","start":34.8,"end":35.94,"sentiment":"neutral","sentiment_score":0.18760737031698227},{"text":"Our provisioning team is waiting for the payments for them to dispatch your 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you?","start":113.825,"end":114.784996,"sentiment":"neutral","sentiment_score":-0.007669694721698761},{"text":"It's like we prorate.","start":114.784996,"end":115.924995,"sentiment":"neutral","sentiment_score":-0.07757003139704466}],"sentiment":"neutral","sentiment_score":-0.04905165885301197,"channel":0,"num_words":17,"start":111.025,"end":115.924995},{"sentences":[{"text":"Yeah.","start":118.18,"end":118.5,"sentiment":"neutral","sentiment_score":0.04297666996717453},{"text":"So yeah.","start":118.5,"end":118.9,"sentiment":"neutral","sentiment_score":0.04853498004376888},{"text":"Okay.","start":118.9,"end":119.020004,"sentiment":"neutral","sentiment_score":0.06939096003770828},{"text":"So yeah.","start":119.020004,"end":119.62,"sentiment":"neutral","sentiment_score":0.09750178456306458},{"text":"That's 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customer, Emmanuel, called Airtel accounts to pay for his internet service and was informed that the billing process is separate from his billing process. The agent, named Emmanuel, explains that the billing process is every first of each month and prorated the service charge. The customer confirms his payment and provides his card information for the payment. The agent also explains that the customer can use his old modem until the Raptor machine arrives and sends instructions via text message."},"intents":{"segments":[{"text":"Hi. My name is Emmanuel. I just set up my Internet service, but I just need to pay for the for the Raft that you sent to me. Oh, yes.","start_word":13,"end_word":42,"intents":[{"intent":"Payment","confidence_score":0.006198574}]},{"text":"Our provisioning team is waiting for the payments for them to dispatch your router. And as you've checked your invoice, this includes the chosen plan that you have, which is the standard, and then the standard postage for your router. Total is $99.95.","start_word":94,"end_word":136,"intents":[{"intent":"Order plan","confidence_score":0.04422695}]},{"text":"I can remove the plan charge. However, by next month, September, Eleven. Yeah.","start_word":238,"end_word":250,"intents":[{"intent":"Remove plan charge","confidence_score":0.3666021}]},{"text":"Our billing process is every first of each month, and then it will cover the Internet service period for the current month. Like, for example, on September 1, we are sending all invoices, and then the service cover period of that invoice is 09/01/2030.","start_word":346,"end_word":389,"intents":[{"intent":"Explain billing process","confidence_score":0.018821662},{"intent":"Explain billing process","confidence_score":0.08275128},{"intent":"Explain billing process","confidence_score":0.04344383}]},{"text":"That's cover your chosen plan, which is the Linham standard, the $79.95, and then standard postage, $20. So, basically, this, Linham standard charge plan will cover your thirty days of service. It's like an upfront payment for the service. Okay.","start_word":453,"end_word":492,"intents":[{"intent":"Explain service coverage","confidence_score":0.024573166}]},{"text":"So it would be 72 $79 plus three three days or three weeks, I mean?","start_word":557,"end_word":571,"intents":[{"intent":"Clarify billing amount","confidence_score":0.054014355},{"intent":"Provide payment details","confidence_score":0.00061977026},{"intent":"Recount billing amount","confidence_score":0.000007907815}]},{"text":"Delivery for 303? Delivery for 303?","start_word":687,"end_word":692,"intents":[{"intent":"Provide transportation and delivery number","confidence_score":9.077205e-11}]},{"text":"number, please?","start_word":770,"end_word":771,"intents":[{"intent":"Verify card details","confidence_score":0.0014446838}]},{"text":"Would you like to set up your direct debit payment for your recurring invoice starting next month using this card? Yeah.","start_word":854,"end_word":874,"intents":[{"intent":"Confirm payment","confidence_score":0.03922985}]},{"text":"Thank you. So today, just to confirm, we're processing $20.02 0. Thank you so much.","start_word":877,"end_word":891,"intents":[{"intent":"Confirm understanding","confidence_score":0.051742766}]},{"text":"Then Also, we'll send one you question. the tracking number. Okay.","start_word":936,"end_word":946,"intents":[{"intent":"Send question","confidence_score":0.31491283}]},{"text":"As long as you the the router that you currently have is compatible, you can go ahead and try to connect.","start_word":1003,"end_word":1023,"intents":[{"intent":"Specify connectivity","confidence_score":0.00013592576},{"intent":"Express readiness for router","confidence_score":0.00019552857}]},{"text":"As long as you the the router that you currently have is compatible, you can go ahead and try to connect. So So I how believe do I do I they they yeah. sent you, like, a text message, but I will ask our technical rep to resend the instruction and Yes, then please.","start_word":1003,"end_word":1056,"intents":[{"intent":"Request resend instructions","confidence_score":0.013333568}]}]},"sentiments":{"segments":[{"text":"Good afternoon. This is Airtel accounts. How may I help you today?","start_word":0,"end_word":11,"sentiment":"positive","sentiment_score":0.35678112506866455},{"text":"Yeah. Hi. My name is Emmanuel. I just set up my Internet service, but I just need to pay for the for the Raft that you sent to me. Oh, yes.","start_word":12,"end_word":42,"sentiment":"neutral","sentiment_score":0.052537478506565094},{"text":"Nice to have you on the line. Thank you so much for giving us a call. I'll be more than happy to help you today.","start_word":43,"end_word":67,"sentiment":"positive","sentiment_score":0.7654006481170654},{"text":"May I please confirm your full name and your date of birth? Full name, Emmanuel Nadi. Date of birth, 07/23/1987.","start_word":68,"end_word":87,"sentiment":"neutral","sentiment_score":0.123987078666687},{"text":"Thank you so much.","start_word":88,"end_word":91,"sentiment":"positive","sentiment_score":0.6200840473175049},{"text":"Yes, Emmanuel. Our provisioning team is waiting for the payments for them to dispatch your router. And as you've checked your invoice, this includes the chosen plan that you have, which is the standard, and then the standard postage for your router. Total is $99.95. Are you going to use your Visa or your Mastercard? With the is there any way I can do the payment for the Ralph or the gift sent out? And and I would do the the $72 for the this on Friday. Oh, yes. That would be fine. So, basically, Yeah. if you would like, here's what we can do, Maddie. Because, we've arranged the invoice, all at once together with the payment for your Internet service and then Yes. for your router. However, if you just want to pay the delivery charge for you to get Yep. the router, Yeah. I can remove the plan charge. However, by next month, September, Eleven. Yeah. your bill will be more than a month. Is that okay with you? It's like we prorate. Yeah. So yeah. Okay. So yeah. That's fine. Yeah. That's fine. Yeah.","start_word":92,"end_word":279,"sentiment":"neutral","sentiment_score":0.06398938596248627},{"text":"It's you're all good to that.","start_word":280,"end_word":285,"sentiment":"positive","sentiment_score":0.4163462221622467},{"text":"We will just prorate your services charge. So your first invoice that you will be receiving on September 1, instead of will the full period of December only thirty days, it will be more than thirty days. It's, like, around one month and three weeks. Is that fine with you? Wait. So how often do you do do you bill? Our billing process is every first of each month, and then it will cover the Internet service period for the current month. Like, for example, on September 1, we are sending all invoices, and then the service cover period of that invoice is 09/01/2030. That's the billing process we have. Or if you would like, would you like me just to separate your invoice for the plan for this month or just prorate it by next month to help you be suitable So for you? because that on the on the invoice, it said the $99 or was paid on the eleventh of of August. Mm-mm. Yes. That's cover your chosen plan, which is the Linham standard, the $79.95, and then standard postage, $20. So, basically, this, Linham standard charge plan will cover your thirty days of service. It's like an upfront payment for the service. Okay. Yeah. But if you don't want to do the upfront for the service, that would be fine. We will just prorate this by next month, September. However, Yep. your first invoice then will be more than a month. So that's what I'm trying to clarify if that's okay with you, if that's work. So what you say There what is you the go. amount? So it would be 72 $79 plus three three days or three weeks, I mean? Three weeks. Yes. Yeah. That's fine. Yeah. Yeah. Yeah. That's That's fine. fine? Yeah. Okay. Sure. Let me just remove the charge this invoice, and then we'll proceed to your $20. Okay? Bear with me here. I'll just need to modify. Okay. Let me remove. And then $20. Okay. So I've already removed that and go change it. One moment. So you said you're going to use a Visa? Yes. That's correct. Yes. Okay.","start_word":286,"end_word":645,"sentiment":"neutral","sentiment_score":0.05350886115338653},{"text":"Thank you so much.","start_word":646,"end_word":649,"sentiment":"positive","sentiment_score":0.6395793557167053},{"text":"Let me select Should I give Visa. give give me one second. Okay. Sure. One second. I'm sorry. I'm just picking up a delivery. Give me a picture. It's mine. Oh, sure. Sure. Sure. No rush. Hello? Delivery for 303? Delivery for 303? 303? Yes. No. 303B? 303. Yeah. 3 or 3? 33B. 3BB. Yeah. This one. Yeah. Let me show me. Yeah.","start_word":650,"end_word":712,"sentiment":"neutral","sentiment_score":-0.013626856729388235},{"text":"Because I have to leave work early because there's no way to leave it. Because if you do this, you lose it.","start_word":713,"end_word":734,"sentiment":"negative","sentiment_score":-0.3916503190994262},{"text":"Thank you very much.","start_word":735,"end_word":738,"sentiment":"positive","sentiment_score":0.42991963028907776},{"text":"Thank you. Hello? Any signature? Thank you. Thank you. Hello? Are you there? Yeah. Still on the line. Yes. So, yeah, be Okay. ready for the payment. Yeah. Your card Okay. number, please? So that's 4622, Mhmm. 398811689570. Oh, I'm so sorry, ma'am. Well, you cut off to the last part, last four. 570. 5720. 00. 00. Okay. I got it. Thank you. 4622391116895700. Expiration date, please? 03/28. 02/28. Let me Yes. just put here 02/28. Security code, please? 316. 316. And name as it appears is the same as your Airtel accounts, Emmanuel Mady? Yes. Okay.","start_word":739,"end_word":835,"sentiment":"neutral","sentiment_score":0.024491745978593823},{"text":"Thank you.","start_word":836,"end_word":837,"sentiment":"positive","sentiment_score":0.40374526381492615},{"text":"And, also, would you like to set up a direct debit using this card? Hello? Would you like to set up your direct debit payment for your recurring invoice starting next month using this card? Yeah. Sure. Yeah. Okay.","start_word":838,"end_word":876,"sentiment":"neutral","sentiment_score":0.14391365761940297},{"text":"Thank you.","start_word":877,"end_word":878,"sentiment":"positive","sentiment_score":0.5176657438278198},{"text":"So today, just to confirm, we're processing $20.","start_word":879,"end_word":886,"sentiment":"neutral","sentiment_score":0.1884608268737793},{"text":"02 0. Thank you so much. I submitted it. Okay. So, Emmanuel, your $20 delivery charge has been successfully processed, you will receive your official payment receipt shortly to your email address, and then we will go ahead and update our provisioning team to enable dispatching your router.","start_word":886,"end_word":933,"sentiment":"positive","sentiment_score":0.44729119539260864},{"text":"Okay? Okay. Then Also, we'll send one you question. the tracking number. Okay. One more question. Uh-huh. Before while I wait while I'm waiting for the for the Raptor, I have I have a Mhmm. I have my old modem. Can I use that for the time being until the Raptor comes? Because I need I'll be working from home. I'm gonna need the Internet. Mm-mm. Oh, yes. Definitely. As long as you the the router that you currently have is compatible, you can go ahead and try to connect. So So I how believe do I do I they they yeah. sent you, like, a text message, but I will ask our technical rep to resend the instruction and Yes, then please. try to Can follow I help the you? instruction. If Yeah. it did not work, please reach out. You can call us. We're open from Monday to Friday till 6PM. And then if you are available after hours, you just need to, send a text message to the number indicated from the SMS with the instruction and the credentials, alright, for your router Okay. to get connected Alright. while waiting for your router supplied by Airtel. Text me speaking? That'll be great. Yeah. Thank you. Yes. Yes. I will ask them to resend the instructions to your phone number. Okay? The one ends in 2445. No worries. Thank you. Yeah.","start_word":934,"end_word":1166,"sentiment":"neutral","sentiment_score":0.02778970421383821},{"text":"Alright. Thank you, Maddie. I Have appreciate a good it. one.","start_word":1167,"end_word":1177,"sentiment":"positive","sentiment_score":0.6725306510925293},{"text":"No worries.","start_word":1178,"end_word":1179,"sentiment":"neutral","sentiment_score":0.2844657599925995},{"text":"You You're too. welcome. Bye. It's my pleasure. Take care.","start_word":1180,"end_word":1189,"sentiment":"positive","sentiment_score":0.5624281764030457},{"text":"Alright. Bye Bye. bye.","start_word":1190,"end_word":1193,"sentiment":"neutral","sentiment_score":0.2158113420009613}],"average":{"sentiment":"neutral","sentiment_score":0.09150646493672912}}}}