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Let me go ahead and check your account here so I can assist you accordingly and acknowledge what you are trying to say. In that way, we can start this out. And I appreciate your call today. May I have your date of birth, please? Thank you so much. So, yeah, Jeffrey, I'm showing on here that last week, the tech guy that you spoke to provided, like, a discounted amount for the router, which is the $100 plus the shipping of $20, which is the total outstanding of $120. And I could see on the record that you mentioned you can just pay it today, July 9, and ask if they can send you the router if before payment. So our team as our provisioning team, if they can do that. Unfortunately, we we coordinated that request to our provisioning team regarding sending the router. Yeah. And yeah. Yeah. We sent you the email. So, mister Joffre, I do appreciate your call and respect you are canceling your services. However, your service has been active and you signed up for twenty four month contract. If you proceed in canceling the services that's already been activated and that you ordered, you will be liable to pay the outstanding or cancellation fee of $120 plus the GST. Okay. Alright. Do you have your modem? Yeah. You can do that. Do you have the modem right now? No. No. Sure. We will cancel your modem. Sure. We will cancel your modem. I do respect that. We will cancel your modem. And do you already have the modem so I can connect you to our technical rep so they can help you to get connected to the services so you can use your Oh, okay. Alright. Sure. Mhmm. Okay. Sure. Mhmm. Okay. Okay. Yes. I can do that for you. I will cancel the modem and keep your service, and, we are ready to assist you if you need any assistance to get connected using your own modem, please call us back. Okay? We're here to help. Mhmm. Mhmm. Yes. Yes. We are open until 6PM every day from Monday to Friday. And then after hours, you can also text assistance to the number that we indicated from the SMS. Alright? Okay. Thank you, Jeffrey. Have a good one, and be safe always. 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Good afternoon. This is Melissa, Airtel accounts department. How may I help you today? Hi.\n\nHow are you? Mhmm. Oh. Thank you. Let me go ahead and check your account here so I can assist you accordingly and acknowledge what you are trying to say.\n\nIn that way, we can start this out. And I appreciate your call today. May I have your date of birth, please? Thank you so much. So, yeah, Jeffrey, I'm showing on here that last week, the tech guy that you spoke to provided, like, a discounted amount for the router, which is the $100 plus the shipping of $20, which is the total outstanding of $120.\n\nAnd I could see on the record that you mentioned you can just pay it today, July 9, and ask if they can send you the router if before payment. So our team as our provisioning team, if they can do that. Unfortunately, we we coordinated that request to our provisioning team regarding sending the router. Yeah. And yeah.\n\nYeah. We sent you the email. So, mister Joffre, I do appreciate your call and respect you are canceling your services. However, your service has been active and you signed up for twenty four month contract. If you proceed in canceling the services that's already been activated and that you ordered, you will be liable to pay the outstanding or cancellation fee of $120 plus the GST.\n\nOkay. Alright. Do you have your modem? Yeah. You can do that.\n\nDo you have the modem right now? No. No. Sure. We will cancel your modem.\n\nSure. We will cancel your modem. I do respect that. We will cancel your modem. And do you already have the modem so I can connect you to our technical rep so they can help you to get connected to the services so you can use your Oh, okay.\n\nAlright. Sure. Mhmm. Okay. Sure.\n\nMhmm. Okay. Okay. Yes. I can do that for you.\n\nI will cancel the modem and keep your service, and, we are ready to assist you if you need any assistance to get connected using your own modem, please call us back. Okay? We're here to help. Mhmm. Mhmm.\n\nYes. Yes. We are open until 6PM every day from Monday to Friday. And then after hours, you can also text assistance to the number that we indicated from the SMS. Alright?\n\nOkay. Thank you, Jeffrey. Have a good one, and be safe always. 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My Internet's connected. Right? But I had the wrong modem. So the guy I was talking to on the phone said he was gonna send me a modem. But then I got hang on. Then I got the account woman letting me, and I said I can't pay it until next week. This is last week. Now I thought when he said he was gonna send me a modem that he'll send it for me down to pay for it. But, no, I just I got a message saying that once I pay for it, I'll get the modem. Well, I'd like to cancel the modem because I went and bought my own because she didn't trust me enough to send me one and then pay for it. Right? So I had to I've had no Internet for a week because you won't send me a modem until I pay for it. But you can keep your modem now. Okay? My name is Jeffrey Graham. You want me name details? K. Seventeen to the seventh nineteen sixty three. Yes. No. This wouldn't do it. Okay. Yeah. I know all that. I know all this. You tell I know all this. So now now just cancel about it because I don't want it. I went and bought one from office work. Yeah. I'm not canceling no. No. No. Stop. No. No. Stop. I'm not canceling my service. I'm canceling the modem. I don't want the modem. I still want the service. You're not listening. I still want the service. I don't want the modem. Just cancel a modem. K? Can I do that? Do that. You're about to cancel my service. I didn't say cancel my service. When I first talked to you, love, I said, please cancel the modem. Stop listening. Your job is to listen. You're not listening. Now just cancel a modem. Treat me service. Okay? Keep me service. Keep me service. Keep me service. Cancel a modem. Cancel a modem. Cancel a modem. You got it? Good. I'm gonna do it myself. I'm gonna do it myself. I don't want your help anymore. Stop this. Just give me the shit. You you right. The guy said he's gonna send me a modem, then I'll get the account signed. Doesn't matter. Whatever. Okay? Just transfer a modem. Keep my account. Alright. I paid for it. I still want the Internet. I've got the modem. I've set it up myself. I know what the problem was. I didn't have WAN. I only had a DSL before. That's why it wouldn't connect. I can't do it myself. Okay? Because I can't open you up and get help. But right. Okay. I'm I'm I'm I'm very fast got very frustrated. I'm apologize. I'm sorry. But you gotta listen. Cancel a modem. Keep your service. Can you do that now? Yep. Yeah. Well, it's still in the box now, so I haven't even opened it yet. I only just got home. So, yeah, if I have any trouble, I'll ring the well, this I can ring this number and go for help. Go on us. Yeah. Yes. No worries, Bob. 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My Internet's connected. Right? But I had the wrong modem. So the guy I was talking to on the phone said he was gonna send me a modem.\n\nBut then I got hang on. Then I got the account woman letting me, and I said I can't pay it until next week. This is last week. Now I thought when he said he was gonna send me a modem that he'll send it for me down to pay for it. But, no, I just I got a message saying that once I pay for it, I'll get the modem.\n\nWell, I'd like to cancel the modem because I went and bought my own because she didn't trust me enough to send me one and then pay for it. Right? So I had to I've had no Internet for a week because you won't send me a modem until I pay for it. But you can keep your modem now. Okay?\n\nMy name is Jeffrey Graham. You want me name details? K. Seventeen to the seventh nineteen sixty three. Yes.\n\nNo. This wouldn't do it. Okay. Yeah. I know all that.\n\nI know all this. You tell I know all this. So now now just cancel about it because I don't want it. I went and bought one from office work. Yeah.\n\nI'm not canceling no. No. No. Stop. No.\n\nNo. Stop. I'm not canceling my service. I'm canceling the modem. I don't want the modem.\n\nI still want the service. You're not listening. I still want the service. I don't want the modem. Just cancel a modem.\n\nK? Can I do that? Do that. You're about to cancel my service. I didn't say cancel my service.\n\nWhen I first talked to you, love, I said, please cancel the modem. Stop listening. Your job is to listen. You're not listening. Now just cancel a modem.\n\nTreat me service. Okay? Keep me service. Keep me service. Keep me service.\n\nCancel a modem. Cancel a modem. Cancel a modem. You got it? Good.\n\nI'm gonna do it myself. I'm gonna do it myself. I don't want your help anymore. Stop this. Just give me the shit.\n\nYou you right. The guy said he's gonna send me a modem, then I'll get the account signed. Doesn't matter. Whatever. 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it.","start":51.285,"end":60.1,"sentiment":"negative","sentiment_score":-0.42081282262144415},{"text":"Right?","start":60.1,"end":60.6,"sentiment":"neutral","sentiment_score":-0.11856083571910858},{"text":"So I had to I've had no Internet for a week because you won't send me a modem until I pay for it.","start":60.9,"end":68.520004,"sentiment":"neutral","sentiment_score":-0.22924955707529318},{"text":"But you can keep your modem now.","start":69.105,"end":71.285,"sentiment":"neutral","sentiment_score":-0.037314818905932565},{"text":"Okay?","start":72.065,"end":72.565,"sentiment":"neutral","sentiment_score":0.032627932727336884}],"sentiment":"neutral","sentiment_score":-0.2921876771161791,"num_words":61,"start":51.285,"end":72.565},{"sentences":[{"text":"My name is Jeffrey Graham.","start":73.985,"end":75.925,"sentiment":"neutral","sentiment_score":0.030111920088529587},{"text":"You want me name 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it.","start":140.62,"end":141.9,"sentiment":"negative","sentiment_score":-0.3849831223487854},{"text":"Okay.","start":141.9,"end":142.38,"sentiment":"neutral","sentiment_score":-0.0817318931221962},{"text":"Yeah.","start":142.38,"end":142.78,"sentiment":"neutral","sentiment_score":-0.0704830139875412},{"text":"I know all that.","start":142.78,"end":143.92,"sentiment":"neutral","sentiment_score":-0.09677566029131413}],"sentiment":"neutral","sentiment_score":-0.229661762714386,"num_words":11,"start":140.38,"end":143.92},{"sentences":[{"text":"I know all this.","start":143.98,"end":145.02,"sentiment":"neutral","sentiment_score":-0.12057304754853249},{"text":"You tell I know all this.","start":145.02,"end":146.56,"sentiment":"neutral","sentiment_score":-0.10860378419359525},{"text":"So now now just cancel about it because I don't want it.","start":146.86,"end":151.82,"sentiment":"negative","sentiment_score":-0.3753475459913413},{"text":"I went and bought one from office work.","start":151.82,"end":154.16,"sentiment":"neutral","sentiment_score":-0.18007444962859154},{"text":"Yeah.","start":167.585,"end":168.085,"sentiment":"neutral","sentiment_score":-0.22997799515724185}],"sentiment":"neutral","sentiment_score":-0.23576319482057326,"num_words":31,"start":143.98,"end":168.085},{"sentences":[{"text":"I'm not canceling no.","start":176.35,"end":177.95,"sentiment":"negative","sentiment_score":-0.33396562933921814},{"text":"No.","start":177.95,"end":178.11,"sentiment":"neutral","sentiment_score":-0.2156592607498169},{"text":"No.","start":178.11,"end":178.61,"sentiment":"neutral","sentiment_score":-0.1988140344619751},{"text":"Stop.","start":179.55,"end":180.05,"sentiment":"neutral","sentiment_score":-0.12938298285007477},{"text":"No.","start":180.67,"end":181.17,"sentiment":"neutral","sentiment_score":-0.11980972439050674}],"sentiment":"neutral","sentiment_score":-0.24994106497615576,"num_words":8,"start":176.35,"end":181.17},{"sentences":[{"text":"No.","start":182.33499,"end":182.735,"sentiment":"neutral","sentiment_score":-0.1780485212802887},{"text":"Stop.","start":182.735,"end":183.235,"sentiment":"neutral","sentiment_score":-0.1947515606880188},{"text":"I'm not canceling my service.","start":183.455,"end":185.155,"sentiment":"negative","sentiment_score":-0.3874132692813873},{"text":"I'm canceling the modem.","start":185.775,"end":187.555,"sentiment":"negative","sentiment_score":-0.3454270586371422},{"text":"I don't want the modem.","start":187.775,"end":189.075,"sentiment":"negative","sentiment_score":-0.3740772485733032}],"sentiment":"negative","sentiment_score":-0.34762255661189556,"num_words":16,"start":182.33499,"end":189.075},{"sentences":[{"text":"I still want the service.","start":189.855,"end":191.235,"sentiment":"neutral","sentiment_score":-0.1529032588005066},{"text":"You're not listening.","start":192.095,"end":193.235,"sentiment":"negative","sentiment_score":-0.3736081620057424},{"text":"I still want the service.","start":194.095,"end":195.375,"sentiment":"neutral","sentiment_score":-0.2241744428873062},{"text":"I don't want the modem.","start":195.375,"end":196.495,"sentiment":"neutral","sentiment_score":-0.30603113770484924},{"text":"Just cancel a modem.","start":196.495,"end":197.795,"sentiment":"neutral","sentiment_score":-0.17992772161960602}],"sentiment":"neutral","sentiment_score":-0.23891270770268005,"num_words":22,"start":189.855,"end":197.795},{"sentences":[{"text":"K?","start":198.71,"end":199.21,"sentiment":"neutral","sentiment_score":-0.057277314364910126},{"text":"Can I do that?","start":199.91,"end":201.05,"sentiment":"neutral","sentiment_score":-0.04026024881750345},{"text":"Do that.","start":203.35,"end":204.17,"sentiment":"neutral","sentiment_score":-0.04084451124072075},{"text":"You're about to cancel my service.","start":204.39,"end":206.39,"sentiment":"neutral","sentiment_score":-0.23783108592033386},{"text":"I didn't say cancel my service.","start":206.39,"end":208.17,"sentiment":"neutral","sentiment_score":-0.16511962935328484}],"sentiment":"neutral","sentiment_score":-0.1430374538820041,"num_words":19,"start":198.71,"end":208.17},{"sentences":[{"text":"When I first talked to you, love, I said, please cancel the modem.","start":208.47,"end":212.89,"sentiment":"neutral","sentiment_score":-0.22303210084254926},{"text":"Stop listening.","start":213.56499,"end":214.465,"sentiment":"neutral","sentiment_score":-0.07320044562220573},{"text":"Your job is to listen.","start":215.08499,"end":216.70499,"sentiment":"neutral","sentiment_score":-0.10211642980575561},{"text":"You're not listening.","start":216.84499,"end":217.905,"sentiment":"neutral","sentiment_score":-0.2372617373863856},{"text":"Now just cancel a modem.","start":218.605,"end":220.305,"sentiment":"neutral","sentiment_score":-0.15425029993057252}],"sentiment":"neutral","sentiment_score":-0.17997989510851248,"num_words":28,"start":208.47,"end":220.305},{"sentences":[{"text":"Treat me service.","start":221.08499,"end":222.06499,"sentiment":"neutral","sentiment_score":-0.08214340483148892},{"text":"Okay?","start":222.44499,"end":222.92499,"sentiment":"neutral","sentiment_score":-0.026691894978284836},{"text":"Keep me service.","start":222.92499,"end":223.905,"sentiment":"neutral","sentiment_score":-0.03477008454501629},{"text":"Keep me service.","start":223.965,"end":224.92499,"sentiment":"neutral","sentiment_score":-0.017741954574982326},{"text":"Keep me service.","start":224.92499,"end":225.98499,"sentiment":"neutral","sentiment_score":-0.03804562489191691}],"sentiment":"neutral","sentiment_score":-0.041907315500653707,"num_words":13,"start":221.08499,"end":225.98499},{"sentences":[{"text":"Cancel a modem.","start":226.47,"end":227.59,"sentiment":"neutral","sentiment_score":-0.17027616500854492},{"text":"Cancel a modem.","start":227.59,"end":228.73,"sentiment":"neutral","sentiment_score":-0.12408628563086192},{"text":"Cancel a modem.","start":229.11,"end":230.25,"sentiment":"neutral","sentiment_score":-0.10136348257462184},{"text":"You got it?","start":230.62999,"end":231.61,"sentiment":"neutral","sentiment_score":-0.03153331143160661},{"text":"Good.","start":232.95,"end":233.45,"sentiment":"neutral","sentiment_score":0.2501828372478485}],"sentiment":"neutral","sentiment_score":-0.07935345359146595,"num_words":13,"start":226.47,"end":233.45},{"sentences":[{"text":"I'm gonna do it myself.","start":242.895,"end":244.195,"sentiment":"neutral","sentiment_score":-0.009565720707178114},{"text":"I'm gonna do it myself.","start":245.215,"end":246.515,"sentiment":"neutral","sentiment_score":-0.12980981469154357},{"text":"I don't want your help anymore.","start":246.735,"end":248.27501,"sentiment":"neutral","sentiment_score":-0.25627551476160687},{"text":"Stop this.","start":249.05501,"end":249.935,"sentiment":"neutral","sentiment_score":-0.2365764081478119},{"text":"Just give me the shit.","start":249.935,"end":251.315,"sentiment":"negative","sentiment_score":-0.469632226228714}],"sentiment":"neutral","sentiment_score":-0.21981933534793233,"num_words":23,"start":242.895,"end":251.315},{"sentences":[{"text":"You you right.","start":251.70001,"end":253.08,"sentiment":"neutral","sentiment_score":-0.2444692055384318},{"text":"The guy said he's gonna send me a modem, then I'll get the account signed.","start":253.54001,"end":257.72,"sentiment":"neutral","sentiment_score":-0.14249246567487717},{"text":"Doesn't matter.","start":257.78,"end":258.5,"sentiment":"neutral","sentiment_score":-0.09946049749851227},{"text":"Whatever.","start":258.5,"end":259.0,"sentiment":"neutral","sentiment_score":-0.07184895873069763},{"text":"Okay?","start":259.22,"end":259.62,"sentiment":"neutral","sentiment_score":-0.02596845105290413}],"sentiment":"neutral","sentiment_score":-0.14397877302359452,"num_words":22,"start":251.70001,"end":259.62},{"sentences":[{"text":"Just transfer a modem.","start":259.62,"end":261.08002,"sentiment":"neutral","sentiment_score":-0.019681320700328797},{"text":"Keep my account.","start":262.02002,"end":263.4,"sentiment":"neutral","sentiment_score":-0.034269494314988456},{"text":"Alright.","start":264.475,"end":264.635,"sentiment":"neutral","sentiment_score":-0.00636098301038146},{"text":"I paid for it.","start":264.635,"end":265.915,"sentiment":"neutral","sentiment_score":-0.02534324163571},{"text":"I still want the Internet.","start":265.915,"end":267.295,"sentiment":"neutral","sentiment_score":-0.06893638446927071}],"sentiment":"neutral","sentiment_score":-0.037291155155638564,"num_words":17,"start":259.62,"end":267.295},{"sentences":[{"text":"I've got the modem.","start":267.675,"end":268.815,"sentiment":"neutral","sentiment_score":-0.059252879582345486},{"text":"I've set it up myself.","start":269.275,"end":270.655,"sentiment":"neutral","sentiment_score":-0.05601977333426476},{"text":"I know what the problem was.","start":271.275,"end":272.795,"sentiment":"neutral","sentiment_score":-0.12864426150918007},{"text":"I didn't have WAN.","start":272.795,"end":274.095,"sentiment":"neutral","sentiment_score":-0.25188465788960457},{"text":"I only had a DSL before.","start":274.475,"end":276.415,"sentiment":"neutral","sentiment_score":-0.18013374507427216}],"sentiment":"neutral","sentiment_score":-0.13509268224239349,"num_words":25,"start":267.675,"end":276.415},{"sentences":[{"text":"That's why it wouldn't connect.","start":276.555,"end":278.015,"sentiment":"neutral","sentiment_score":-0.24257657527923585},{"text":"I can't do it myself.","start":278.44998,"end":279.75,"sentiment":"neutral","sentiment_score":-0.2079716444015503},{"text":"Okay?","start":280.21,"end":280.71,"sentiment":"neutral","sentiment_score":-0.10139983892440796},{"text":"Because I can't open you up and get help.","start":280.93,"end":283.27,"sentiment":"neutral","sentiment_score":-0.11491578651799096},{"text":"But right.","start":283.72998,"end":285.75,"sentiment":"neutral","sentiment_score":-0.09318887442350388}],"sentiment":"neutral","sentiment_score":-0.16248912567442114,"num_words":22,"start":276.555,"end":285.75},{"sentences":[{"text":"Okay.","start":286.37,"end":286.87,"sentiment":"neutral","sentiment_score":-0.13533933460712433},{"text":"I'm I'm I'm I'm very fast got very frustrated.","start":287.09,"end":290.87,"sentiment":"negative","sentiment_score":-0.5427117115921445},{"text":"I'm apologize.","start":291.01,"end":291.91,"sentiment":"negative","sentiment_score":-0.43006405234336853},{"text":"I'm sorry.","start":292.29,"end":292.94998,"sentiment":"neutral","sentiment_score":-0.26379112899303436},{"text":"But you gotta listen.","start":294.055,"end":295.19498,"sentiment":"neutral","sentiment_score":-0.2125295139849186}],"sentiment":"negative","sentiment_score":-0.4031985087527169,"num_words":18,"start":286.37,"end":295.19498},{"sentences":[{"text":"Cancel a modem.","start":296.29498,"end":297.35498,"sentiment":"neutral","sentiment_score":-0.2158193737268448},{"text":"Keep your service.","start":297.41498,"end":298.47498,"sentiment":"neutral","sentiment_score":-0.09460435807704926},{"text":"Can you do that now?","start":298.935,"end":300.315,"sentiment":"neutral","sentiment_score":-0.03653821647167206},{"text":"Yep.","start":311.07,"end":311.57,"sentiment":"neutral","sentiment_score":0.07236288487911224},{"text":"Yeah.","start":313.71,"end":313.95,"sentiment":"neutral","sentiment_score":0.033952273428440094}],"sentiment":"neutral","sentiment_score":-0.07751131688173,"num_words":13,"start":296.29498,"end":313.95},{"sentences":[{"text":"Well, it's still in the box now, so I haven't even opened it yet.","start":313.95,"end":317.47,"sentiment":"neutral","sentiment_score":-0.0479474842016186},{"text":"I only just got home.","start":317.47,"end":318.77,"sentiment":"neutral","sentiment_score":-0.07650109529495239},{"text":"So, yeah, if I have any trouble, I'll ring the well, this I can ring this number and go for help.","start":319.245,"end":328.04498,"sentiment":"neutral","sentiment_score":0.08319447845930145},{"text":"Go on us.","start":328.04498,"end":328.76498,"sentiment":"neutral","sentiment_score":0.09294656415780385},{"text":"Yeah.","start":328.76498,"end":329.26498,"sentiment":"neutral","sentiment_score":0.11172930896282196}],"sentiment":"neutral","sentiment_score":0.024633699858730488,"num_words":44,"start":313.95,"end":329.26498},{"sentences":[{"text":"Yes.","start":343.74893,"end":344.06894,"sentiment":"neutral","sentiment_score":0.19583100080490112},{"text":"No worries, Bob.","start":344.06894,"end":345.12894,"sentiment":"neutral","sentiment_score":0.326850692431132},{"text":"Yes.","start":349.82895,"end":350.32895,"sentiment":"positive","sentiment_score":0.4739082455635071}],"sentiment":"neutral","sentiment_score":0.33005826473236083,"num_words":5,"start":343.74893,"end":350.32895}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. This is Melissa, Airtel accounts department. How may I help you today? Hi.\n\nHow are\n\nChannel 1: My\n\nChannel 0: you?\n\nChannel 1: Internet's yeah. My Internet's connected. Right?\n\nChannel 0: Mhmm.\n\nChannel 1: But I had the wrong modem. So the guy I was talking to on the phone said he was gonna send me a modem. But then\n\nChannel 0: Oh.\n\nChannel 1: I got hang on. Then I got the account woman letting me, and I said I can't pay it until next week. This is last week. Now I thought when he said he was gonna send me a modem that he'll send it for me down to pay for it. But, no, I just I got a message saying that once I pay for it, I'll get the modem.\n\nWell, I'd like to cancel the modem because I went and bought my own because she didn't trust me enough to send me one and then pay for it. Right? So I had to I've had no Internet for a week because you won't send me a modem until I pay for it. But you can keep your modem now. Okay?\n\nMy name is Jeffrey Graham. You want\n\nChannel 0: Thank\n\nChannel 1: me name\n\nChannel 0: you.\n\nChannel 1: details?\n\nChannel 0: Let\n\nChannel 1: K.\n\nChannel 0: me go ahead and check your account here so I can assist you accordingly and acknowledge what you are trying to say. In that way, we can start this out. And I appreciate your call today. May I have your date of birth, please?\n\nChannel 1: Seventeen to the seventh nineteen sixty three.\n\nChannel 0: Thank you so much. So, yeah, Jeffrey, I'm showing on here that last week, the tech guy that you spoke to provided, like, a discounted amount for the router, which is the $100 plus the shipping of $20, which is\n\nChannel 1: Yes.\n\nChannel 0: the total outstanding of $120. And I could see on the record that you mentioned you can just pay it today, July 9, and ask if they can send you the router if before payment. So our team as our provisioning team, if they can do that. Unfortunately, we we coordinated that request to our provisioning team regarding sending\n\nChannel 1: No.\n\nChannel 0: the\n\nChannel 1: This wouldn't\n\nChannel 0: router.\n\nChannel 1: do it. Okay. Yeah. I\n\nChannel 0: Yeah.\n\nChannel 1: know\n\nChannel 0: And\n\nChannel 1: all that. I know\n\nChannel 0: yeah.\n\nChannel 1: all this. You tell I know all this.\n\nChannel 0: Yeah.\n\nChannel 1: So\n\nChannel 0: We sent\n\nChannel 1: now\n\nChannel 0: you the email.\n\nChannel 1: now just cancel about it because I don't want it. I went and bought one from office work.\n\nChannel 0: So, mister Joffre, I do appreciate your call and respect you are canceling your services. However, your service has been active and you signed up for twenty four month contract. If you proceed\n\nChannel 1: Yeah.\n\nChannel 0: in canceling the services that's already been activated and that you ordered, you will be liable to pay the outstanding or\n\nChannel 1: I'm not\n\nChannel 0: cancellation\n\nChannel 1: canceling\n\nChannel 0: fee\n\nChannel 1: no. No.\n\nChannel 0: of\n\nChannel 1: No.\n\nChannel 0: $120\n\nChannel 1: Stop.\n\nChannel 0: plus the\n\nChannel 1: No.\n\nChannel 0: GST.\n\nChannel 1: No. Stop. I'm not canceling my service. I'm canceling the modem. I don't want the modem.\n\nI still\n\nChannel 0: Okay.\n\nChannel 1: want the service. You're not listening. I still want the service. I don't want the modem. Just cancel a modem.\n\nK?\n\nChannel 0: Alright.\n\nChannel 1: Can\n\nChannel 0: Do\n\nChannel 1: I\n\nChannel 0: you have\n\nChannel 1: do that?\n\nChannel 0: your modem? Yeah. You can do that. Do you have the modem\n\nChannel 1: Do that.\n\nChannel 0: right now?\n\nChannel 1: You're about to cancel my service. I didn't say cancel\n\nChannel 0: No.\n\nChannel 1: my service. When I first\n\nChannel 0: No.\n\nChannel 1: talked to you, love, I said, please cancel the modem. Stop\n\nChannel 0: Sure. We\n\nChannel 1: listening.\n\nChannel 0: will cancel your\n\nChannel 1: Your\n\nChannel 0: modem.\n\nChannel 1: job is to listen. You're not listening. Now just cancel a modem. Treat me service. Okay?\n\nKeep me service. Keep me service. Keep me service. Cancel a modem. Cancel a modem.\n\nCancel a modem.\n\nChannel 0: Sure.\n\nChannel 1: You got\n\nChannel 0: We will\n\nChannel 1: it?\n\nChannel 0: cancel your modem. I do\n\nChannel 1: Good.\n\nChannel 0: respect that. We will cancel your modem. And do you already have the modem so I can connect you to our technical rep so they can help you to get connected to the services so you can\n\nChannel 1: I'm\n\nChannel 0: use your\n\nChannel 1: gonna do it myself. I'm gonna do it myself. I don't want\n\nChannel 0: Oh,\n\nChannel 1: your\n\nChannel 0: okay.\n\nChannel 1: help anymore. Stop\n\nChannel 0: Alright.\n\nChannel 1: this.\n\nChannel 0: Sure.\n\nChannel 1: Just give me the shit. You you right. The guy said he's gonna send me a modem, then I'll get the account signed. Doesn't matter. Whatever.\n\nOkay? Just transfer a modem. Keep my account. Alright. I paid for it.\n\nI still want the Internet. I've got\n\nChannel 0: Mhmm.\n\nChannel 1: the modem. I've set it up myself. I know\n\nChannel 0: Okay.\n\nChannel 1: what the problem was. I didn't have WAN. I only had a DSL before. That's why it wouldn't connect. I\n\nChannel 0: Sure.\n\nChannel 1: can't do it myself. Okay? Because\n\nChannel 0: Mhmm.\n\nChannel 1: I can't\n\nChannel 0: Okay.\n\nChannel 1: open you up and get help. But right. Okay. I'm I'm I'm I'm very fast got very frustrated. I'm apologize.\n\nI'm sorry. But you gotta listen. Cancel a modem. Keep your service. Can you\n\nChannel 0: Okay.\n\nChannel 1: do that now?\n\nChannel 0: Yes. I can do that for you. I will cancel the modem and keep your service, and, we are ready to assist you if you need any assistance to get connected using your own\n\nChannel 1: Yep.\n\nChannel 0: modem, please call us back. Okay?\n\nChannel 1: Yeah.\n\nChannel 0: We're\n\nChannel 1: Well,\n\nChannel 0: here\n\nChannel 1: it's\n\nChannel 0: to\n\nChannel 1: still\n\nChannel 0: help.\n\nChannel 1: in the box now, so I haven't even opened it yet. I only just got home.\n\nChannel 0: Mhmm.\n\nChannel 1: So,\n\nChannel 0: Mhmm.\n\nChannel 1: yeah, if I have any trouble, I'll ring the well, this I can ring this number and go for help. Go on us. Yeah.\n\nChannel 0: Yes. Yes. We are open until 6PM every day from Monday to Friday. And then after hours, you can also text assistance to the number that we indicated from the SMS. Alright?\n\nChannel 1: Yes. No worries, Bob.\n\nChannel 0: Okay. Thank you, Jeffrey. Have a good one, and be safe always. It's\n\nChannel 1: Yes.\n\nChannel 0: my pleasure to talk to you","paragraphs":[{"sentences":[{"text":"Hi.","start":0.39999998,"end":0.71999997,"sentiment":"neutral","sentiment_score":0.1933593302965164},{"text":"Good afternoon.","start":0.71999997,"end":1.4399999,"sentiment":"positive","sentiment_score":0.36090801656246185},{"text":"This is Melissa, Airtel accounts department.","start":1.4399999,"end":4.08,"sentiment":"neutral","sentiment_score":0.303777314722538},{"text":"How may I help you today?","start":4.08,"end":5.38,"sentiment":"neutral","sentiment_score":0.3276684532562892},{"text":"Hi.","start":10.48,"end":10.96,"sentiment":"neutral","sentiment_score":0.08922344446182251}],"sentiment":"neutral","sentiment_score":0.2995670884847641,"channel":0,"num_words":16,"start":0.39999998,"end":10.96},{"sentences":[{"text":"How 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I'll ring the well, this I can ring this number and go for help.","start":320.285,"end":328.04498,"sentiment":"neutral","sentiment_score":0.08601958267390727},{"text":"Go on us.","start":328.04498,"end":328.76498,"sentiment":"neutral","sentiment_score":0.09294656415780385},{"text":"Yeah.","start":328.76498,"end":329.26498,"sentiment":"neutral","sentiment_score":0.11172930896282196}],"sentiment":"neutral","sentiment_score":0.0879566939547658,"channel":1,"num_words":24,"start":320.285,"end":329.26498},{"sentences":[{"text":"Yes.","start":329.375,"end":329.855,"sentiment":"neutral","sentiment_score":0.11957477033138277},{"text":"Yes.","start":329.855,"end":330.255,"sentiment":"neutral","sentiment_score":0.11582420766353609},{"text":"We are open until 6PM every day from Monday to Friday.","start":330.255,"end":335.075,"sentiment":"neutral","sentiment_score":0.1699445057999004},{"text":"And then after hours, you can also text assistance to the number that we indicated from the SMS.","start":335.535,"end":341.91,"sentiment":"neutral","sentiment_score":0.14297870794932047},{"text":"Alright?","start":342.13,"end":342.63,"sentiment":"neutral","sentiment_score":0.0965622067451477}],"sentiment":"neutral","sentiment_score":0.1492177341133356,"channel":0,"num_words":32,"start":329.375,"end":342.63},{"sentences":[{"text":"Yes.","start":343.74893,"end":344.06894,"sentiment":"neutral","sentiment_score":0.19583100080490112},{"text":"No worries, Bob.","start":344.06894,"end":345.12894,"sentiment":"neutral","sentiment_score":0.326850692431132}],"sentiment":"neutral","sentiment_score":0.2940957695245743,"channel":1,"num_words":4,"start":343.74893,"end":345.12894},{"sentences":[{"text":"Okay.","start":345.41,"end":345.91,"sentiment":"positive","sentiment_score":0.49234265089035034},{"text":"Thank you, Jeffrey.","start":345.97,"end":347.01,"sentiment":"positive","sentiment_score":0.8204898238182068},{"text":"Have a good one, and be safe always.","start":347.01,"end":348.94998,"sentiment":"positive","sentiment_score":0.728379487991333},{"text":"It's","start":349.72998,"end":349.97,"sentiment":"positive","sentiment_score":0.5038087368011475}],"sentiment":"positive","sentiment_score":0.7142043663905218,"channel":0,"num_words":13,"start":345.41,"end":349.97},{"sentences":[{"text":"Yes.","start":349.82895,"end":350.32895,"sentiment":"positive","sentiment_score":0.4739082455635071}],"sentiment":"positive","sentiment_score":0.4739082455635071,"channel":1,"num_words":1,"start":349.82895,"end":350.32895},{"sentences":[{"text":"my pleasure to talk to you","start":349.97,"end":351.50394,"sentiment":"positive","sentiment_score":0.6265963638822237}],"sentiment":"positive","sentiment_score":0.6265963638822237,"channel":0,"num_words":6,"start":349.97,"end":351.50394}]},"summary":{"result":"success","short":"A customer calls Airtel accounts department to cancel their modem service. The representative confirms the cancellation and explains that the customer will be liable for the remaining balance. The customer is frustrated and angry, but the representative assures them that they will help them connect to their internet."},"intents":{"segments":[{"text":"Well, I'd like to cancel the modem because I went and bought my own because she didn't trust me enough to send me one and then pay for it. Right?","start_word":123,"end_word":152,"intents":[{"intent":"Cancel modem","confidence_score":0.07440854}]},{"text":"So We sent now you the email. now just cancel about it because I don't want it. I went and bought one from office work. So, mister Joffre, I do appreciate your call and respect you are canceling your services. However, your service has been active and you signed up for twenty four month contract. If you proceed Yeah.","start_word":376,"end_word":434,"intents":[{"intent":"Cancel service","confidence_score":0.27449396}]},{"text":"And do you already have the modem so I can connect you to our technical rep so they can help you to get connected to the services so you can I'm use your gonna do it myself.","start_word":625,"end_word":661,"intents":[{"intent":"Connect to technical rep","confidence_score":0.24791886},{"intent":"Assist with connection","confidence_score":0.122833624}]},{"text":"Just transfer a modem. Keep my account.","start_word":705,"end_word":711,"intents":[{"intent":"Transfer modem","confidence_score":0.55837053}]},{"text":"Keep my account. Alright.","start_word":709,"end_word":712,"intents":[{"intent":"Keep account","confidence_score":0.48762292}]},{"text":"I can do that for you. I will cancel the modem and keep your service, and, we are ready to assist you if you need any assistance to get connected using your own Yep.","start_word":805,"end_word":838,"intents":[{"intent":"Cancel modem","confidence_score":0.6490518}]},{"text":"modem, please call us back. Okay? Yeah.","start_word":839,"end_word":845,"intents":[{"intent":"Call back for help","confidence_score":0.004084759}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.1933593302965164},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.35071858763694763},{"text":"This is Melissa, Airtel accounts department. How may I help you today? Hi. How are you? My Internet's yeah. My Internet's connected. Right? Mhmm. But I had the wrong modem. So the guy I was talking to on the phone said he was gonna send me a modem. But then Oh. I got hang on. Then I got the account woman letting me, and I said I can't pay it until next week. This is last week. Now I thought when he said he was gonna send me a modem that he'll send it for me down to pay for it. But, no, I just I got a message saying that once I pay for it, I'll get the modem.","start_word":3,"end_word":122,"sentiment":"neutral","sentiment_score":-0.1268557459115982},{"text":"Well, I'd like to cancel the modem because I went and bought my own because she didn't trust me enough to send me one and then pay for it.","start_word":123,"end_word":151,"sentiment":"negative","sentiment_score":-0.41496023535728455},{"text":"Right? So I had to I've had no Internet for a week because you won't send me a modem until I pay for it. But you can keep your modem now. Okay? My name is Jeffrey Graham. You want Thank me name you. details? Let K. me go ahead and check your account here so I can assist you accordingly and acknowledge what you are trying to say. In that way, we can start this out.","start_word":152,"end_word":227,"sentiment":"neutral","sentiment_score":-0.003907875157892704},{"text":"And I appreciate your call today.","start_word":228,"end_word":233,"sentiment":"positive","sentiment_score":0.42636868357658386},{"text":"May I have your date of birth, please? Seventeen to the seventh nineteen sixty three.","start_word":234,"end_word":248,"sentiment":"neutral","sentiment_score":0.05207933858036995},{"text":"Thank you so much.","start_word":249,"end_word":252,"sentiment":"positive","sentiment_score":0.4578220546245575},{"text":"So, yeah, Jeffrey, I'm showing on here that last week, the tech guy that you spoke to provided, like, a discounted amount for the router, which is the $100 plus the shipping of $20, which is Yes. the total outstanding of $120. And I could see on the record that you mentioned you can just pay it today, July 9, and ask if they can send you the router if before payment. So our team as our provisioning team, if they can do that.","start_word":253,"end_word":336,"sentiment":"neutral","sentiment_score":0.04900813475251198},{"text":"Unfortunately, we we coordinated that request to our provisioning team regarding sending No. the This wouldn't router.","start_word":337,"end_word":353,"sentiment":"negative","sentiment_score":-0.44037720561027527},{"text":"do it. Okay. Yeah. I Yeah. know And all that. I know yeah. all this. You tell I know all this. Yeah. So We sent now you the email.","start_word":354,"end_word":382,"sentiment":"neutral","sentiment_score":-0.12448078393936156},{"text":"now just cancel about it because I don't want it.","start_word":383,"end_word":392,"sentiment":"negative","sentiment_score":-0.4365631341934204},{"text":"I went and bought one from office work. So, mister Joffre, I do appreciate your call and respect you are canceling your services. However, your service has been active and you signed up for twenty four month contract. If you proceed Yeah.","start_word":393,"end_word":434,"sentiment":"neutral","sentiment_score":-0.10211516916751862},{"text":"in canceling the services that's already been activated and that you ordered, you will be liable to pay the outstanding or I'm not cancellation canceling fee no.","start_word":435,"end_word":461,"sentiment":"negative","sentiment_score":-0.45634225010871887},{"text":"No. of No. $120 Stop. plus the No. GST. No. Stop.","start_word":462,"end_word":472,"sentiment":"neutral","sentiment_score":-0.15431568026542664},{"text":"I'm not canceling my service. I'm canceling the modem. I don't want the modem.","start_word":473,"end_word":486,"sentiment":"negative","sentiment_score":-0.36052367091178894},{"text":"I still Okay. want the service.","start_word":487,"end_word":492,"sentiment":"neutral","sentiment_score":-0.1380017101764679},{"text":"You're not listening.","start_word":493,"end_word":495,"sentiment":"negative","sentiment_score":-0.36763453483581543},{"text":"I still want the service. I don't want the modem. Just cancel a modem. K? Alright. Can Do I you have do that? your modem? Yeah. You can do that. Do you have the modem Do that. right now? You're about to cancel my service. I didn't say cancel No. my service. When I first No. talked to you, love, I said, please cancel the modem. Stop Sure. We listening. will cancel your Your modem. job is to listen. You're not listening. Now just cancel a modem. Treat me service. Okay? Keep me service. Keep me service. Keep me service. Cancel a modem. Cancel a modem. Cancel a modem. Sure. You got We will it? cancel your modem. I do Good. respect that. We will cancel your modem. And do you already have the modem so I can connect you to our technical rep so they can help you to get connected to the services so you can I'm use your gonna do it myself. I'm gonna do it myself. I don't want Oh, your okay. help anymore. Stop Alright. this. Sure.","start_word":496,"end_word":677,"sentiment":"neutral","sentiment_score":-0.09040982493168705},{"text":"Just give me the shit.","start_word":678,"end_word":682,"sentiment":"negative","sentiment_score":-0.5139044523239136},{"text":"You you right. The guy said he's gonna send me a modem, then I'll get the account signed. Doesn't matter. Whatever. Okay? Just transfer a modem. Keep my account. Alright. I paid for it. I still want the Internet. I've got Mhmm. the modem. I've set it up myself. I know Okay. what the problem was. I didn't have WAN. I only had a DSL before. That's why it wouldn't connect. I Sure. can't do it myself. Okay? Because Mhmm. I can't Okay. open you up and get help. But right. Okay.","start_word":683,"end_word":774,"sentiment":"neutral","sentiment_score":-0.12255833297967912},{"text":"I'm I'm I'm I'm very fast got very frustrated. I'm apologize.","start_word":775,"end_word":785,"sentiment":"negative","sentiment_score":-0.4711740911006927},{"text":"I'm sorry. But you gotta listen. Cancel a modem. Keep your service. Can you Okay. do that now? Yes. I can do that for you. I will cancel the modem and keep your service, and, we are ready to assist you if you need any assistance to get connected using your own Yep. modem, please call us back. Okay? Yeah. We're Well, here it's to still help. in the box now, so I haven't even opened it yet. I only just got home. Mhmm. So, Mhmm. yeah, if I have any trouble, I'll ring the well, this I can ring this number and go for help. Go on us. Yeah. Yes. Yes. We are open until 6PM every day from Monday to Friday. And then after hours, you can also text assistance to the number that we indicated from the SMS. Alright? Yes.","start_word":786,"end_word":928,"sentiment":"neutral","sentiment_score":0.05529547026836789},{"text":"No worries, Bob. Okay. Thank you, Jeffrey. Have a good one, and be safe always. It's Yes. my pleasure to talk to you","start_word":929,"end_word":951,"sentiment":"positive","sentiment_score":0.6417508721351624}],"average":{"sentiment":"neutral","sentiment_score":-0.07950328784984546}}}}