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Thank you so much for answering my phone call. Chelsea, this is just like a quick catch up in reference to your Internet invoice for August as we have not received the payment yet, and we're just checking if you need any assistance to process the payment. Because usually you're sending the payment via bank transfer, right, or electronic funds transfer? Okay. That's perfect. And since I have you on the line, for added convenience, would you like to set up a direct debit moving forward? Okay. Got it. So, yeah, I would suggest we can go ahead and set up a direct debit. In that way, we can ensure your monthly payment are on time because I'm showing on here that you are a good payer. And since I have been on the line as well, I will waive the late fee assessed on your account as security fee. Okay? Just one moment. Because there is a late fee assessed because our billing process set up this one that all overdue invoices after the eleventh of each month, the next day, they will be a late fee. So one moment. I'm doing it right now for you here. Just bear with me. You're welcome. And for your direct debit, are you going to use your Visa, Master, or your bank account? Okay. Sure. Thank you so much. Let me just go to that page and then select bank account. Okay. May I have your BSB number, please? Thank you. 013225. Account number, please? Four one four five eight five 934. And, the name as of the purse, is this the same with your Airtel account's name, Chelsea Lou? Okay. Thank you. And is this a a check or a savings? The account type of your bank account. Okay. Thank you so much. So, Chelsea, once this direct debit has been successfully set up on your account, you will also receive a direct debit terms and agreement through your email for your reference. And then moving forward, all direct debit is being processed between the '8 till the tenth of each month. The latest is the '11. You don't need to do it manually on your end. Just ensure funds are available with those period so we could avoid any delays. And then if there's any problem, we'll go ahead and get in touch with you. And once the payment has been successfully posted and processed, you will also receive a payment receipt on a monthly basis as well. Okay? So let me just put on here. Yes. Definitely. So after this, it will be processed, and then the $69.95. You don't need to bank transfer the amount. We will start the process to this card. Okay? Alright. You're welcome. $69.95 will be processed today to this bank account, and we appreciate your time today. Again, thank you for answering my phone call. Thank you, Kelsey. You do have a great day. Be safe. 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accounts department Airtel. Hi. Good afternoon. This is Melissa from Airtel accounts department. Am I speaking to Chelsea Lu?\n\nHi. How are you today? That's great to hear. I'm fine. Thank you so much for answering my phone call.\n\nChelsea, this is just like a quick catch up in reference to your Internet invoice for August as we have not received the payment yet, and we're just checking if you need any assistance to process the payment. Because usually you're sending the payment via bank transfer, right, or electronic funds transfer? Okay. That's perfect. And since I have you on the line, for added convenience, would you like to set up a direct debit moving forward?\n\nOkay. Got it. So, yeah, I would suggest we can go ahead and set up a direct debit. In that way, we can ensure your monthly payment are on time because I'm showing on here that you are a good payer. And since I have been on the line as well, I will waive the late fee assessed on your account as security fee.\n\nOkay? Just one moment. Because there is a late fee assessed because our billing process set up this one that all overdue invoices after the eleventh of each month, the next day, they will be a late fee. So one moment. I'm doing it right now for you here.\n\nJust bear with me. You're welcome. And for your direct debit, are you going to use your Visa, Master, or your bank account? Okay. Sure.\n\nThank you so much. Let me just go to that page and then select bank account. Okay. May I have your BSB number, please? Thank you.\n\n013225. Account number, please? Four one four five eight five 934. And, the name as of the purse, is this the same with your Airtel account's name, Chelsea Lou? Okay.\n\nThank you. And is this a a check or a savings? The account type of your bank account. Okay. Thank you so much.\n\nSo, Chelsea, once this direct debit has been successfully set up on your account, you will also receive a direct debit terms and agreement through your email for your reference. And then moving forward, all direct debit is being processed between the '8 till the tenth of each month. The latest is the '11. You don't need to do it manually on your end. Just ensure funds are available with those period so we could avoid any delays.\n\nAnd then if there's any problem, we'll go ahead and get in touch with you. And once the payment has been successfully posted and processed, you will also receive a payment receipt on a monthly basis as well. Okay? So let me just put on here. Yes.\n\nDefinitely. So after this, it will be processed, and then the $69.95. You don't need to bank transfer the amount. We will start the process to this card. Okay?\n\nAlright. You're welcome. $69.95 will be processed today to this bank account, and we appreciate your time today. Again, thank you for answering my phone call. Thank you, Kelsey.\n\nYou do have a great day. Be safe. Bye bye.","paragraphs":[{"sentences":[{"text":"Melissa, accounts department Airtel.","start":7.2799997,"end":9.7,"sentiment":"neutral","sentiment_score":0.017792599508538842},{"text":"Hi.","start":26.215,"end":26.535,"sentiment":"neutral","sentiment_score":0.08162660151720047},{"text":"Good afternoon.","start":26.535,"end":27.275,"sentiment":"neutral","sentiment_score":0.17179171741008759},{"text":"This is Melissa from Airtel accounts department.","start":27.415,"end":30.475,"sentiment":"neutral","sentiment_score":0.06906265020370483},{"text":"Am I speaking to Chelsea Lu?","start":30.615,"end":32.77,"sentiment":"neutral","sentiment_score":0.03744779092570146}],"sentiment":"neutral","sentiment_score":0.06022528656758368,"num_words":20,"start":7.2799997,"end":32.77},{"sentences":[{"text":"Hi.","start":34.829998,"end":35.07,"sentiment":"neutral","sentiment_score":0.17323939502239227},{"text":"How are you today?","start":35.07,"end":36.13,"sentiment":"neutral","sentiment_score":0.24100476503372192},{"text":"That's great to hear.","start":38.51,"end":39.55,"sentiment":"positive","sentiment_score":0.6666757464408875},{"text":"I'm fine.","start":39.55,"end":39.87,"sentiment":"positive","sentiment_score":0.45643264055252075},{"text":"Thank you so much for answering my phone call.","start":39.87,"end":42.03,"sentiment":"positive","sentiment_score":0.5883350570996603}],"sentiment":"positive","sentiment_score":0.5005921117961407,"num_words":20,"start":34.829998,"end":42.03},{"sentences":[{"text":"Chelsea, this is just like a quick catch up in reference to your Internet invoice for August as we have not received the payment yet, and we're just checking if you need any assistance to process the payment.","start":42.03,"end":55.675003,"sentiment":"neutral","sentiment_score":0.13092003213731865},{"text":"Because usually you're sending the payment via bank transfer, right, or electronic funds transfer?","start":55.675003,"end":61.49,"sentiment":"neutral","sentiment_score":0.037480179752622335},{"text":"Okay.","start":67.15,"end":67.47,"sentiment":"neutral","sentiment_score":0.30564528703689575},{"text":"That's perfect.","start":67.47,"end":68.270004,"sentiment":"positive","sentiment_score":0.5653064846992493},{"text":"And since I have you on the line, for added convenience, would you like to set up a direct debit moving forward?","start":68.270004,"end":74.494995,"sentiment":"neutral","sentiment_score":0.14082079854878513}],"sentiment":"neutral","sentiment_score":0.13031168262679854,"num_words":77,"start":42.03,"end":74.494995},{"sentences":[{"text":"Okay.","start":79.915,"end":80.415,"sentiment":"neutral","sentiment_score":0.10470893979072572},{"text":"Got it.","start":80.795,"end":81.275,"sentiment":"neutral","sentiment_score":0.1550973653793335},{"text":"So, yeah, I would suggest we can go ahead and set up a direct debit.","start":81.275,"end":85.399994,"sentiment":"neutral","sentiment_score":0.21458956003189086},{"text":"In that way, we can ensure your monthly payment are on time because I'm showing on here that you are a good payer.","start":85.399994,"end":92.619995,"sentiment":"positive","sentiment_score":0.39437218334363855},{"text":"And since I have been on the line as well, I will waive the late fee assessed on your account as security fee.","start":92.84,"end":99.825,"sentiment":"neutral","sentiment_score":0.11386686725460965}],"sentiment":"neutral","sentiment_score":0.23942570679355413,"num_words":64,"start":79.915,"end":99.825},{"sentences":[{"text":"Okay?","start":99.825,"end":100.065,"sentiment":"neutral","sentiment_score":0.038276899605989456},{"text":"Just one moment.","start":100.065,"end":101.045,"sentiment":"neutral","sentiment_score":-0.00876807359357675},{"text":"Because there is a late fee assessed because our billing process set up this one that all overdue invoices after the eleventh of each month, the next day, they will be a late fee.","start":101.345,"end":116.509995,"sentiment":"neutral","sentiment_score":-0.02886726274428999},{"text":"So one moment.","start":116.509995,"end":117.39,"sentiment":"neutral","sentiment_score":0.043235486994187035},{"text":"I'm doing it right now for you here.","start":117.39,"end":119.57,"sentiment":"neutral","sentiment_score":0.1981507781893015}],"sentiment":"neutral","sentiment_score":0.01521221289829332,"num_words":49,"start":99.825,"end":119.57},{"sentences":[{"text":"Just bear with me.","start":119.63,"end":120.93,"sentiment":"neutral","sentiment_score":0.0939386636018753},{"text":"You're welcome.","start":122.59,"end":123.39,"sentiment":"neutral","sentiment_score":0.286636158823967},{"text":"And for your direct debit, are you going to use your Visa, Master, or your bank account?","start":123.39,"end":130.265,"sentiment":"neutral","sentiment_score":0.06758368837044519},{"text":"Okay.","start":133.365,"end":133.865,"sentiment":"neutral","sentiment_score":0.09313301742076874},{"text":"Sure.","start":134.005,"end":134.505,"sentiment":"neutral","sentiment_score":0.14638987183570862}],"sentiment":"neutral","sentiment_score":0.09349890254437923,"num_words":25,"start":119.63,"end":134.505},{"sentences":[{"text":"Thank you so much.","start":134.965,"end":136.265,"sentiment":"positive","sentiment_score":0.34114234894514084},{"text":"Let me just go to that page and then select bank account.","start":136.405,"end":140.825,"sentiment":"neutral","sentiment_score":0.022589828275764983},{"text":"Okay.","start":143.49,"end":143.89,"sentiment":"neutral","sentiment_score":0.025095082819461823},{"text":"May I have your BSB number, please?","start":143.89,"end":146.07,"sentiment":"neutral","sentiment_score":0.02188854425081185},{"text":"Thank you.","start":157.845,"end":158.725,"sentiment":"neutral","sentiment_score":0.25687602162361145}],"sentiment":"neutral","sentiment_score":0.0895274719581581,"num_words":26,"start":134.965,"end":158.725},{"sentences":[{"text":"013225.","start":158.725,"end":160.80501,"sentiment":"neutral","sentiment_score":0.047730375081300735},{"text":"Account number, please?","start":160.80501,"end":162.02501,"sentiment":"neutral","sentiment_score":0.021832463641961414},{"text":"Four one four five eight five 934.","start":165.365,"end":175.59999,"sentiment":"neutral","sentiment_score":0.013948701455124788},{"text":"And, the name as of the purse, is this the same with your Airtel account's name, Chelsea Lou?","start":175.59999,"end":180.57999,"sentiment":"neutral","sentiment_score":0.030666243595381577},{"text":"Okay.","start":182.87999,"end":183.35999,"sentiment":"neutral","sentiment_score":0.09405796229839324}],"sentiment":"neutral","sentiment_score":0.028563967440277338,"num_words":30,"start":158.725,"end":183.35999},{"sentences":[{"text":"Thank you.","start":183.35999,"end":183.84,"sentiment":"neutral","sentiment_score":0.22728637605905533},{"text":"And is this a a check or a savings?","start":183.84,"end":186.635,"sentiment":"neutral","sentiment_score":0.03715928395589193},{"text":"The account type of your bank account.","start":187.015,"end":189.19499,"sentiment":"neutral","sentiment_score":0.015046263911894389},{"text":"Okay.","start":190.455,"end":190.955,"sentiment":"neutral","sentiment_score":0.19844594597816467},{"text":"Thank you so much.","start":191.015,"end":192.395,"sentiment":"positive","sentiment_score":0.5694902241230011}],"sentiment":"neutral","sentiment_score":0.14655378250324208,"num_words":23,"start":183.35999,"end":192.395},{"sentences":[{"text":"So, Chelsea, once this direct debit has been successfully set up on your account, you will also receive a direct debit terms and agreement through your email for your reference.","start":192.935,"end":204.88,"sentiment":"positive","sentiment_score":0.37294648090998334},{"text":"And then moving forward, all direct debit is being processed between the '8 till the tenth of each month.","start":204.94,"end":212.38,"sentiment":"neutral","sentiment_score":0.2030047374336343},{"text":"The latest is the '11.","start":212.38,"end":213.84,"sentiment":"neutral","sentiment_score":0.14427872896194457},{"text":"You don't need to do it manually on your end.","start":214.095,"end":216.835,"sentiment":"neutral","sentiment_score":0.16659119725227356},{"text":"Just ensure funds are available with those period so we could avoid any delays.","start":217.135,"end":222.575,"sentiment":"neutral","sentiment_score":0.2254395421062197}],"sentiment":"neutral","sentiment_score":0.2639608159661293,"num_words":78,"start":192.935,"end":222.575},{"sentences":[{"text":"And then if there's any problem, we'll go ahead and get in touch with you.","start":222.575,"end":226.91501,"sentiment":"neutral","sentiment_score":0.19940374692281088},{"text":"And once the payment has been successfully posted and processed, you will also receive a payment receipt on a monthly basis as well.","start":226.92,"end":236.59999,"sentiment":"neutral","sentiment_score":0.214385735599891},{"text":"Okay?","start":236.59999,"end":237.09999,"sentiment":"neutral","sentiment_score":0.11892680823802948},{"text":"So let me just put on 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card.","start":250.585,"end":254.45,"sentiment":"neutral","sentiment_score":0.07888935785740614},{"text":"Okay?","start":254.45,"end":254.95,"sentiment":"neutral","sentiment_score":0.060421183705329895}],"sentiment":"neutral","sentiment_score":0.07554802593999896,"num_words":29,"start":240.905,"end":254.95},{"sentences":[{"text":"Alright.","start":256.93,"end":257.43,"sentiment":"positive","sentiment_score":0.37259721755981445},{"text":"You're welcome.","start":258.05,"end":258.87,"sentiment":"positive","sentiment_score":0.46524301171302795},{"text":"$69.95 will be processed today to this bank account, and we appreciate your time today.","start":258.93,"end":265.25,"sentiment":"positive","sentiment_score":0.477660588423411},{"text":"Again, thank you for answering my phone call.","start":265.25,"end":267.91,"sentiment":"positive","sentiment_score":0.5045909434556961},{"text":"Thank you, Kelsey.","start":271.30087,"end":272.28088,"sentiment":"positive","sentiment_score":0.5734435319900513}],"sentiment":"positive","sentiment_score":0.49051897279147444,"num_words":29,"start":256.93,"end":272.28088},{"sentences":[{"text":"You do have a great day.","start":272.42087,"end":273.46088,"sentiment":"positive","sentiment_score":0.6168791254361471},{"text":"Be safe.","start":273.46088,"end":274.12088,"sentiment":"neutral","sentiment_score":0.27725033462047577},{"text":"Bye bye.","start":274.18088,"end":274.92087,"sentiment":"neutral","sentiment_score":0.2170204520225525}],"sentiment":"positive","sentiment_score":0.4689816325902939,"num_words":10,"start":272.42087,"end":274.92087}]}}]},{"alternatives":[{"transcript":"Hi. If you record your name and reason for calling, I'll see if this person is available. Thanks. Please stay on the line. Hello? Oh, yes. Good. How are you? Yes. I will be sending it via back transfer. I'll do that now. Yeah. Sure. Thank you so much. My bank account. Yep. It is 013225. 414585934. Yeah. That's correct. Yes. Perfect. Is that including this month as well? Okay. Perfect. Yeah. Perfect. Thank you so much. No worries. Thank you. Bye. 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If you record your name and reason for calling, I'll see if this person is available. Thanks. Please stay on the line. Hello?\n\nOh, yes. Good. How are you? Yes. I will be sending it via back transfer.\n\nI'll do that now. Yeah. Sure. Thank you so much. My bank account.\n\nYep. It is 013225. 414585934. Yeah. That's correct.\n\nYes. Perfect. Is that including this month as well? Okay. Perfect.\n\nYeah. Perfect. Thank you so much. No worries. Thank you.\n\nBye. 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If you record your name and reason for calling, I'll see if this person is available.\n\nChannel 0: Melissa, accounts department Airtel.\n\nChannel 1: Thanks. Please stay on the line. Hello?\n\nChannel 0: Hi. Good afternoon. This is Melissa from Airtel accounts department. Am I speaking to Chelsea Lu?\n\nChannel 1: Oh, yes.\n\nChannel 0: Hi. How are you today?\n\nChannel 1: Good. How are you?\n\nChannel 0: That's great to hear. I'm fine. Thank you so much for answering my phone call. Chelsea, this is just like a quick catch up in reference to your Internet invoice for August as we have not received the payment yet, and we're just checking if you need any assistance to process the payment. Because usually you're sending the payment via bank transfer, right, or electronic funds transfer?\n\nChannel 1: Yes. I will be sending it via back transfer. I'll do that now.\n\nChannel 0: Okay. That's perfect. And since I have you on the line, for added convenience, would you like to set up a direct debit moving forward?\n\nChannel 1: Yeah. Sure.\n\nChannel 0: Okay. Got it. So, yeah, I would suggest we can go ahead and set up a direct debit. In that way, we can ensure your monthly payment are on time because I'm showing on here that you are a good payer. And since I have been on the line as well, I will waive the late fee assessed on your account as security fee.\n\nOkay? Just one moment. Because there is a late fee assessed because our billing process set up this one that all overdue invoices after the eleventh of each month, the next day, they will be a late fee. So one moment. I'm doing it right now for you here.\n\nJust bear with me.\n\nChannel 1: Thank you so much.\n\nChannel 0: You're welcome. And for your direct debit, are you going to use your Visa, Master, or your bank account?\n\nChannel 1: My bank account.\n\nChannel 0: Okay. Sure. Thank you so much. Let me just go to that page and then select bank account. Okay.\n\nMay I have your BSB number, please?\n\nChannel 1: Yep. It is 013225.\n\nChannel 0: Thank you. 013225. Account number, please?\n\nChannel 1: 414585934.\n\nChannel 0: Four one four five eight five 934. And, the name as of the purse, is this the same with your Airtel account's name, Chelsea Lou?\n\nChannel 1: Yeah. That's correct.\n\nChannel 0: Okay. Thank you. And is this a a check or a savings? The account type of your bank account. Okay.\n\nThank you so much. So, Chelsea, once this direct debit has been successfully set up on your account, you will also receive a direct debit terms and agreement through your email for your reference. And then moving forward, all direct debit is being processed between the '8 till the tenth of each month. The latest is the '11. You don't need to do it manually on your end.\n\nJust ensure funds are available with those period so we could avoid any delays. And then if there's any problem, we'll go ahead and get in touch with you. And once the payment has been successfully posted and processed, you will also receive a payment receipt on a monthly\n\nChannel 1: Yes.\n\nChannel 0: basis as well. Okay?\n\nChannel 1: Perfect.\n\nChannel 0: So\n\nChannel 1: Is that\n\nChannel 0: let\n\nChannel 1: including\n\nChannel 0: me just\n\nChannel 1: this\n\nChannel 0: put\n\nChannel 1: month\n\nChannel 0: on\n\nChannel 1: as\n\nChannel 0: here.\n\nChannel 1: well?\n\nChannel 0: Yes. Definitely. So after this, it will be processed, and then the $69.95. You don't need\n\nChannel 1: Okay.\n\nChannel 0: to bank\n\nChannel 1: Perfect.\n\nChannel 0: transfer the amount. We will start the process to this card. Okay?\n\nChannel 1: Yeah. Perfect. Thank you\n\nChannel 0: Alright.\n\nChannel 1: so much.\n\nChannel 0: You're welcome. $69.95 will be processed today to this bank account, and we appreciate your time today. Again, thank you for answering my phone call.\n\nChannel 1: No worries. Thank you.\n\nChannel 0: Thank you, Kelsey. You do have a great\n\nChannel 1: Bye.\n\nChannel 0: day. Be safe. Bye bye.\n\nChannel 1: You too.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.24,"end":0.64,"sentiment":"neutral","sentiment_score":0.034439291805028915},{"text":"If you record your name and reason for calling, I'll see if this person is available.","start":0.64,"end":4.98,"sentiment":"neutral","sentiment_score":0.016997331054881215}],"sentiment":"neutral","sentiment_score":0.018023328746066374,"channel":1,"num_words":17,"start":0.24,"end":4.98},{"sentences":[{"text":"Melissa, accounts department Airtel.","start":7.2799997,"end":9.7,"sentiment":"neutral","sentiment_score":0.017792599508538842}],"sentiment":"neutral","sentiment_score":0.017792599508538842,"channel":0,"num_words":4,"start":7.2799997,"end":9.7},{"sentences":[{"text":"Thanks.","start":14.559999,"end":15.059999,"sentiment":"neutral","sentiment_score":0.3206943869590759},{"text":"Please stay on the 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hear.","start":38.51,"end":39.55,"sentiment":"positive","sentiment_score":0.6666757464408875},{"text":"I'm fine.","start":39.55,"end":39.87,"sentiment":"positive","sentiment_score":0.45643264055252075},{"text":"Thank you so much for answering my phone call.","start":39.87,"end":42.03,"sentiment":"positive","sentiment_score":0.5883350570996603},{"text":"Chelsea, this is just like a quick catch up in reference to your Internet invoice for August as we have not received the payment yet, and we're just checking if you need any assistance to process the payment.","start":42.03,"end":55.675003,"sentiment":"neutral","sentiment_score":0.13092003213731865},{"text":"Because usually you're sending the payment via bank transfer, right, or electronic funds 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convenience, would you like to set up a direct debit moving forward?","start":68.270004,"end":74.494995,"sentiment":"neutral","sentiment_score":0.14082079854878513}],"sentiment":"neutral","sentiment_score":0.18137263298034667,"channel":0,"num_words":25,"start":67.15,"end":74.494995},{"sentences":[{"text":"Yeah.","start":78.055,"end":78.455,"sentiment":"neutral","sentiment_score":0.09331968426704408},{"text":"Sure.","start":78.455,"end":78.955,"sentiment":"neutral","sentiment_score":0.11201348155736925}],"sentiment":"neutral","sentiment_score":0.10266658291220666,"channel":1,"num_words":2,"start":78.055,"end":78.955},{"sentences":[{"text":"Okay.","start":79.915,"end":80.415,"sentiment":"neutral","sentiment_score":0.10470893979072572},{"text":"Got it.","start":80.795,"end":81.275,"sentiment":"neutral","sentiment_score":0.1550973653793335},{"text":"So, yeah, I would suggest we can go ahead and set up a direct debit.","start":81.275,"end":85.399994,"sentiment":"neutral","sentiment_score":0.21458956003189086},{"text":"In that way, we can ensure your monthly payment are on time because I'm showing on here that you are a good payer.","start":85.399994,"end":92.619995,"sentiment":"positive","sentiment_score":0.39437218334363855},{"text":"And since I have been on the line as well, I will waive the late fee assessed on your account as security fee.","start":92.84,"end":99.825,"sentiment":"neutral","sentiment_score":0.11386686725460965}],"sentiment":"neutral","sentiment_score":0.23942570679355413,"channel":0,"num_words":64,"start":79.915,"end":99.825},{"sentences":[{"text":"Okay?","start":99.825,"end":100.065,"sentiment":"neutral","sentiment_score":0.038276899605989456},{"text":"Just one moment.","start":100.065,"end":101.045,"sentiment":"neutral","sentiment_score":-0.00876807359357675},{"text":"Because there is a late fee assessed because our billing process set up this one that all overdue invoices after the eleventh of each month, the next day, they will be a late fee.","start":101.345,"end":116.509995,"sentiment":"neutral","sentiment_score":-0.02886726274428999},{"text":"So one moment.","start":116.509995,"end":117.39,"sentiment":"neutral","sentiment_score":0.043235486994187035},{"text":"I'm doing it right now for you here.","start":117.39,"end":119.57,"sentiment":"neutral","sentiment_score":0.1981507781893015}],"sentiment":"neutral","sentiment_score":0.01521221289829332,"channel":0,"num_words":49,"start":99.825,"end":119.57},{"sentences":[{"text":"Just bear with me.","start":119.63,"end":120.93,"sentiment":"neutral","sentiment_score":0.0939386636018753}],"sentiment":"neutral","sentiment_score":0.0939386636018753,"channel":0,"num_words":4,"start":119.63,"end":120.93},{"sentences":[{"text":"Thank you so much.","start":120.57,"end":121.63,"sentiment":"positive","sentiment_score":0.47663913667201996}],"sentiment":"positive","sentiment_score":0.47663913667201996,"channel":1,"num_words":4,"start":120.57,"end":121.63},{"sentences":[{"text":"You're welcome.","start":122.59,"end":123.39,"sentiment":"neutral","sentiment_score":0.286636158823967},{"text":"And for your direct debit, are you going to use your Visa, Master, or your bank account?","start":123.39,"end":130.265,"sentiment":"neutral","sentiment_score":0.06758368837044519}],"sentiment":"neutral","sentiment_score":0.09064184315502644,"channel":0,"num_words":19,"start":122.59,"end":130.265},{"sentences":[{"text":"My bank 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number, please?","start":143.89,"end":146.07,"sentiment":"neutral","sentiment_score":0.02188854425081185}],"sentiment":"neutral","sentiment_score":0.02188854425081185,"channel":0,"num_words":7,"start":143.89,"end":146.07},{"sentences":[{"text":"Yep.","start":148.09,"end":148.59,"sentiment":"neutral","sentiment_score":0.031621307134628296},{"text":"It is 013225.","start":148.73,"end":156.34999,"sentiment":"neutral","sentiment_score":0.02229106364150842}],"sentiment":"neutral","sentiment_score":0.02462362451478839,"channel":1,"num_words":4,"start":148.09,"end":156.34999},{"sentences":[{"text":"Thank you.","start":157.845,"end":158.725,"sentiment":"neutral","sentiment_score":0.25687602162361145},{"text":"013225.","start":158.725,"end":160.80501,"sentiment":"neutral","sentiment_score":0.047730375081300735},{"text":"Account number, please?","start":160.80501,"end":162.02501,"sentiment":"neutral","sentiment_score":0.021832463641961414}],"sentiment":"neutral","sentiment_score":0.10449663487573464,"channel":0,"num_words":6,"start":157.845,"end":162.02501},{"sentences":[{"text":"414585934.","start":163.265,"end":173.75,"sentiment":"neutral","sentiment_score":0.0112212048843503}],"sentiment":"neutral","sentiment_score":0.0112212048843503,"channel":1,"num_words":1,"start":163.265,"end":173.75},{"sentences":[{"text":"Four one four five eight five 934.","start":165.365,"end":175.59999,"sentiment":"neutral","sentiment_score":0.013948701455124788},{"text":"And, the name as of the purse, is this the same with your Airtel account's name, Chelsea Lou?","start":175.59999,"end":180.57999,"sentiment":"neutral","sentiment_score":0.030666243595381577}],"sentiment":"neutral","sentiment_score":0.025985331796109675,"channel":0,"num_words":25,"start":165.365,"end":180.57999},{"sentences":[{"text":"Yeah.","start":181.25,"end":181.56999,"sentiment":"neutral","sentiment_score":0.04019929468631744},{"text":"That's correct.","start":181.56999,"end":182.31,"sentiment":"neutral","sentiment_score":0.0701875165104866}],"sentiment":"neutral","sentiment_score":0.060191442569096885,"channel":1,"num_words":3,"start":181.25,"end":182.31},{"sentences":[{"text":"Okay.","start":182.87999,"end":183.35999,"sentiment":"neutral","sentiment_score":0.09405796229839324},{"text":"Thank you.","start":183.35999,"end":183.84,"sentiment":"neutral","sentiment_score":0.22728637605905533},{"text":"And is this a a check or a savings?","start":183.84,"end":186.635,"sentiment":"neutral","sentiment_score":0.03715928395589193},{"text":"The account type of your bank account.","start":187.015,"end":189.19499,"sentiment":"neutral","sentiment_score":0.015046263911894389},{"text":"Okay.","start":190.455,"end":190.955,"sentiment":"neutral","sentiment_score":0.19844594597816467}],"sentiment":"neutral","sentiment_score":0.059341703169047834,"channel":0,"num_words":20,"start":182.87999,"end":190.955},{"sentences":[{"text":"Thank you so much.","start":191.015,"end":192.395,"sentiment":"positive","sentiment_score":0.5694902241230011},{"text":"So, Chelsea, once this direct debit has been successfully set up on your account, you will also receive a direct debit terms and agreement through your email for your reference.","start":192.935,"end":204.88,"sentiment":"positive","sentiment_score":0.37294648090998334},{"text":"And then moving forward, all direct debit is being processed between the '8 till the tenth of each month.","start":204.94,"end":212.38,"sentiment":"neutral","sentiment_score":0.2030047374336343},{"text":"The latest is the '11.","start":212.38,"end":213.84,"sentiment":"neutral","sentiment_score":0.14427872896194457},{"text":"You don't need to do it manually on your end.","start":214.095,"end":216.835,"sentiment":"neutral","sentiment_score":0.16659119725227356}],"sentiment":"neutral","sentiment_score":0.28986398459357376,"channel":0,"num_words":68,"start":191.015,"end":216.835},{"sentences":[{"text":"Just ensure funds are available with those period so we could avoid any delays.","start":217.135,"end":222.575,"sentiment":"neutral","sentiment_score":0.2254395421062197},{"text":"And then if there's any problem, we'll go ahead and get in touch with you.","start":222.575,"end":226.91501,"sentiment":"neutral","sentiment_score":0.19940374692281088},{"text":"And once the payment has been successfully posted and processed, you will also receive a payment receipt on a 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after this, it will be processed, and then the $69.95.","start":241.865,"end":248.045,"sentiment":"neutral","sentiment_score":0.09763196246190504},{"text":"You don't need","start":248.185,"end":248.745,"sentiment":"neutral","sentiment_score":0.04767694075902303}],"sentiment":"neutral","sentiment_score":0.08743173442780972,"channel":0,"num_words":16,"start":240.585,"end":248.745},{"sentences":[{"text":"Okay.","start":248.745,"end":249.14499,"sentiment":"neutral","sentiment_score":0.018053891137242317}],"sentiment":"neutral","sentiment_score":0.018053891137242317,"channel":1,"num_words":1,"start":248.745,"end":249.14499},{"sentences":[{"text":"to 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today.","start":258.93,"end":265.25,"sentiment":"positive","sentiment_score":0.477660588423411},{"text":"Again, thank you for answering my phone call.","start":265.25,"end":267.91,"sentiment":"positive","sentiment_score":0.5045909434556961}],"sentiment":"positive","sentiment_score":0.4852848958969116,"channel":0,"num_words":25,"start":258.05,"end":267.91},{"sentences":[{"text":"No worries.","start":269.40094,"end":270.04092,"sentiment":"neutral","sentiment_score":0.2925601899623871},{"text":"Thank you.","start":270.04092,"end":270.7809,"sentiment":"positive","sentiment_score":0.4306042045354843}],"sentiment":"positive","sentiment_score":0.3615821972489357,"channel":1,"num_words":4,"start":269.40094,"end":270.7809},{"sentences":[{"text":"Thank you, Kelsey.","start":271.30087,"end":272.28088,"sentiment":"positive","sentiment_score":0.5734435319900513},{"text":"You do have a 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too.","start":274.52094,"end":275.26093,"sentiment":"neutral","sentiment_score":0.14301415160298347}],"sentiment":"neutral","sentiment_score":0.14301415160298347,"channel":1,"num_words":2,"start":274.52094,"end":275.26093}]},"summary":{"result":"success","short":"A representative from Airtel's accounts department calls a customer named Chelsea to check if she needs assistance with her Internet invoice. The representative waives the late fee assessed on Chelsea's account and sets up a direct debit to ensure her monthly payment are on time. The representative also explains the process for setting up direct debit and confirms that Chelsea will receive a payment receipt on a monthly basis."},"intents":{"segments":[{"text":"Chelsea, this is just like a quick catch up in reference to your Internet invoice for August as we have not received the payment yet, and we're just checking if you need any assistance to process the payment. Because usually you're sending the payment via bank transfer, right, or electronic funds transfer? Yes.","start_word":70,"end_word":122,"intents":[{"intent":"Process payment","confidence_score":0.21618661}]},{"text":"And since I have you on the line, for added convenience, would you like to set up a direct debit moving forward? Yeah. Sure. Okay.","start_word":138,"end_word":162,"intents":[{"intent":"Set up direct debit","confidence_score":0.62039506},{"intent":"Set up direct debit","confidence_score":0.11078687}]},{"text":"And since I have been on the line as well, I will waive the late fee assessed on your account as security fee. Okay? Just one moment.","start_word":203,"end_word":229,"intents":[{"intent":"waive late fee","confidence_score":0.15575027}]},{"text":"And for your direct debit, are you going to use your Visa, Master, or your bank account? My bank account.","start_word":285,"end_word":304,"intents":[{"intent":"Use bank account","confidence_score":0.5092795}]},{"text":"And once the payment has been successfully posted and processed, you will also receive a payment receipt on a monthly Yes.","start_word":487,"end_word":507,"intents":[{"intent":"Process payment","confidence_score":0.026016254}]}]},"sentiments":{"segments":[{"text":"Hi. If you record your name and reason for calling, I'll see if this person is available. Melissa, accounts department Airtel. Thanks. Please stay on the line. Hello? Hi. Good afternoon. This is Melissa from Airtel accounts department. Am I speaking to Chelsea Lu? Oh, yes. Hi. How are you today?","start_word":0,"end_word":50,"sentiment":"neutral","sentiment_score":0.07757554948329926},{"text":"Good.","start_word":51,"end_word":51,"sentiment":"positive","sentiment_score":0.36249518394470215},{"text":"How are you?","start_word":52,"end_word":54,"sentiment":"neutral","sentiment_score":0.2411327064037323},{"text":"That's great to hear. I'm fine. Thank you so much for answering my phone call.","start_word":55,"end_word":69,"sentiment":"positive","sentiment_score":0.5778911709785461},{"text":"Chelsea, this is just like a quick catch up in reference to your Internet invoice for August as we have not received the payment yet, and we're just checking if you need any assistance to process the payment. Because usually you're sending the payment via bank transfer, right, or electronic funds transfer? Yes. I will be sending it via back transfer. I'll do that now. Okay.","start_word":70,"end_word":135,"sentiment":"neutral","sentiment_score":0.11977291107177734},{"text":"That's perfect.","start_word":136,"end_word":137,"sentiment":"positive","sentiment_score":0.5658621788024902},{"text":"And since I have you on the line, for added convenience, would you like to set up a direct debit moving forward? Yeah. Sure. Okay. Got it. So, yeah, I would suggest we can go ahead and set up a direct debit.","start_word":138,"end_word":179,"sentiment":"neutral","sentiment_score":0.16263189911842346},{"text":"In that way, we can ensure your monthly payment are on time because I'm showing on here that you are a good payer.","start_word":180,"end_word":202,"sentiment":"positive","sentiment_score":0.3962537348270416},{"text":"And since I have been on the line as well, I will waive the late fee assessed on your account as security fee. Okay? Just one moment. Because there is a late fee assessed because our billing process set up this one that all overdue invoices after the eleventh of each month, the next day, they will be a late fee. So one moment. I'm doing it right now for you here. Just bear with me.","start_word":203,"end_word":278,"sentiment":"neutral","sentiment_score":0.04603727161884308},{"text":"Thank you so much.","start_word":279,"end_word":282,"sentiment":"positive","sentiment_score":0.47593995928764343},{"text":"You're welcome. And for your direct debit, are you going to use your Visa, Master, or your bank account? My bank account. Okay. Sure.","start_word":283,"end_word":306,"sentiment":"neutral","sentiment_score":0.1023077517747879},{"text":"Thank you so much.","start_word":307,"end_word":310,"sentiment":"positive","sentiment_score":0.40065136551856995},{"text":"Let me just go to that page and then select bank account. Okay. May I have your BSB number, please? Yep. It is 013225. Thank you. 013225. Account number, please? 414585934. Four one four five eight five 934. And, the name as of the purse, is this the same with your Airtel account's name, Chelsea Lou? Yeah. That's correct. Okay. Thank you. And is this a a check or a savings? The account type of your bank account. Okay.","start_word":311,"end_word":389,"sentiment":"neutral","sentiment_score":0.04255593940615654},{"text":"Thank you so much. So, Chelsea, once this direct debit has been successfully set up on your account, you will also receive a direct debit terms and agreement through your email for your reference.","start_word":390,"end_word":423,"sentiment":"positive","sentiment_score":0.39666491746902466},{"text":"And then moving forward, all direct debit is being processed between the '8 till the tenth of each month. The latest is the '11. You don't need to do it manually on your end. Just ensure funds are available with those period so we could avoid any delays. And then if there's any problem, we'll go ahead and get in touch with you. And once the payment has been successfully posted and processed, you will also receive a payment receipt on a monthly Yes. basis as well. Okay? Perfect. So Is that let including me just this put month on as here. well? Yes. Definitely. So after this, it will be processed, and then the $69.95. You don't need to Okay. bank Perfect. transfer the amount. We will start the process to this card. Okay? Yeah. Perfect.","start_word":424,"end_word":560,"sentiment":"neutral","sentiment_score":0.1552039533853531},{"text":"Thank you Alright. so much. You're welcome. $69.95 will be processed today to this bank account, and we appreciate your time today. Again, thank you for answering my phone call.","start_word":561,"end_word":590,"sentiment":"positive","sentiment_score":0.4601370394229889},{"text":"No worries.","start_word":591,"end_word":592,"sentiment":"neutral","sentiment_score":0.29931941628456116},{"text":"Thank you. Thank you, Kelsey. You do have a great Bye. day.","start_word":593,"end_word":604,"sentiment":"positive","sentiment_score":0.550856351852417},{"text":"Be safe. Bye bye. You too.","start_word":605,"end_word":610,"sentiment":"neutral","sentiment_score":0.2630464931329091}],"average":{"sentiment":"neutral","sentiment_score":0.1792049844055543}}}}