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So this is the outstanding balance for $69.46. Correct? It's for the outstanding balance for $69.46, Melanie. Let me check on the July. Oh, let me check here. I think it's, yeah, it's 59 the $69.46 is plus overdue invoice for $10, but it's a good thing that you've already contacted us right now, September 15, so that we can remove or waive the overdue invoice. So it's going to be back for their discounted price for $59.46. And we're gonna try it by Thursday and Friday. Correct? Alright. Yes. Yeah. Yeah. It's 15 yeah. It's 15% for three months. The amount showing right now is $59.46 because it includes the overdue late fee for $10, but we're gonna waive it and remove the $10 over late fees. You're just gonna pay for 59 or we'll we'll just gonna process the $59.46. Hold on. Hold on. Just give me one second. So this is going to be Linham. One moment, please. Let me just check on the website. Oh, yeah. I know. For this one, we actually have let me see. Hold on. Let me just go and check the the invoice. I mean, the what the stat as well. So that's for '25 n p p n. So is this regarding about your router being delivered? Mhmm. Yeah. Yeah. Yeah. I remember. And you were given a specific amount for So the current or the previous plan that you signed up for us or with us is actually $69.95. If we take off the 15 yes. So if we take off the 15% discount for three months because that's that was the offer during those time, it's actually sixty two dollars and 96¢ for fifth. Oh, sorry. Hold on. It was 10%. Let me check again. Sorry. I'm so sorry, Melanie. I remember you're not 16 and 90 five. 15. Yes. Yes. It's 15%. Yeah. Yeah. Yeah. Hold on. 69.95 then. Oh, hold on. Yeah. It's $59.45 until yeah. I'll I'll just yeah. We'll just modify your current invoice because that reason why it's showing $69.46 is because of the late fees, but I will remove that and waive the late fees for you since you've contacted us earlier today, September 15. Okay? Yeah. Yeah. It's going to be $59.46 after I mean, until the next month as well, August, September, October. Okay. So just to sum up, I will modify your invoice to $59.46, which is your current plan That's discounted 15% off. And I will we will try processing your payment either Thursday and Friday. Right? So then sure. Okay. Yeah. Sure. Yes. Sure. Sure. Sure. We'll just send you an email if we run into the same problem again. I mean, when we try to process the payment. Okay? Yes. You will also receive an automatic email with the payment receipt once we send you I mean, process the payment successfully. Sorry. And thank you so much for your time, Melanie. Thank you. 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you for calling Airtel. My name is Mary. May I have your name, please? Hello, Melanie. How are you doing today?\n\nThursday. Let me check here. So this is for yeah. So this is the outstanding balance for $69.46. Correct?\n\nIt's for the outstanding balance for $69.46, Melanie. Let me check on the July. Oh, let me check here. I think it's, yeah, it's 59 the $69.46 is plus overdue invoice for $10, but it's a good thing that you've already contacted us right now, September 15, so that we can remove or waive the overdue invoice. So it's going to be back for their discounted price for $59.46.\n\nAnd we're gonna try it by Thursday and Friday. Correct? Alright. Yes. Yeah.\n\nYeah. It's 15 yeah. It's 15% for three months. The amount showing right now is $59.46 because it includes the overdue late fee for $10, but we're gonna waive it and remove the $10 over late fees. You're just gonna pay for 59 or we'll we'll just gonna process the $59.46.\n\nHold on. Hold on. Just give me one second. So this is going to be Linham. One moment, please.\n\nLet me just check on the website. Oh, yeah. I know. For this one, we actually have let me see. Hold on.\n\nLet me just go and check the the invoice. I mean, the what the stat as well. So that's for '25 n p p n. So is this regarding about your router being delivered? Mhmm.\n\nYeah. Yeah. Yeah. I remember. And you were given a specific amount for So the current or the previous plan that you signed up for us or with us is actually $69.95.\n\nIf we take off the 15 yes. So if we take off the 15% discount for three months because that's that was the offer during those time, it's actually sixty two dollars and 96¢ for fifth. Oh, sorry. Hold on. It was 10%.\n\nLet me check again. Sorry. I'm so sorry, Melanie. I remember you're not 16 and 90 five. 15.\n\nYes. Yes. It's 15%. Yeah. Yeah.\n\nYeah. Hold on. 69.95 then. Oh, hold on. Yeah.\n\nIt's $59.45 until yeah. I'll I'll just yeah. We'll just modify your current invoice because that reason why it's showing $69.46 is because of the late fees, but I will remove that and waive the late fees for you since you've contacted us earlier today, September 15. Okay? Yeah.\n\nYeah. It's going to be $59.46 after I mean, until the next month as well, August, September, October. Okay. So just to sum up, I will modify your invoice to $59.46, which is your current plan That's discounted 15% off. And I will we will try processing your payment either Thursday and Friday.\n\nRight? So then sure. Okay. Yeah. Sure.\n\nYes. Sure. Sure. Sure. We'll just send you an email if we run into the same problem again.\n\nI mean, when we try to process the payment. Okay? Yes. You will also receive an automatic email with the payment receipt once we send you I mean, process the payment successfully. Sorry.\n\nAnd thank you so much for your time, Melanie. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":2.32,"end":3.52,"sentiment":"positive","sentiment_score":0.5633398294448853},{"text":"My name is Mary.","start":3.52,"end":4.4,"sentiment":"positive","sentiment_score":0.42505425959825516},{"text":"May I have your name, please?","start":4.4,"end":5.54,"sentiment":"neutral","sentiment_score":0.2759467139840126},{"text":"Hello, Melanie.","start":8.96,"end":9.84,"sentiment":"neutral","sentiment_score":0.23147502541542053},{"text":"How are you doing today?","start":9.84,"end":11.059999,"sentiment":"positive","sentiment_score":0.3573682904243469}],"sentiment":"positive","sentiment_score":0.38283581693064084,"num_words":22,"start":2.32,"end":11.059999},{"sentences":[{"text":"Thursday.","start":26.134998,"end":26.634998,"sentiment":"neutral","sentiment_score":-0.017649853602051735},{"text":"Let me check 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second.","start":155.01999,"end":159.105,"sentiment":"neutral","sentiment_score":-0.018892430886626243},{"text":"So this is going to be Linham.","start":168.285,"end":170.35,"sentiment":"neutral","sentiment_score":0.05494802924139159},{"text":"One moment, please.","start":170.49,"end":171.71,"sentiment":"neutral","sentiment_score":0.04015452290574709}],"sentiment":"neutral","sentiment_score":0.013632097526600486,"num_words":19,"start":141.295,"end":171.71},{"sentences":[{"text":"Let me just check on the website.","start":174.97,"end":176.59001,"sentiment":"neutral","sentiment_score":0.043571075690644126},{"text":"Oh, yeah.","start":177.05,"end":179.15001,"sentiment":"neutral","sentiment_score":0.06648927554488182},{"text":"I know.","start":179.21,"end":179.95001,"sentiment":"neutral","sentiment_score":0.049632010981440544},{"text":"For this one, we actually have let me see.","start":181.29001,"end":186.435,"sentiment":"neutral","sentiment_score":0.05985930313666662},{"text":"Hold 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delivered?","start":247.775,"end":251.315,"sentiment":"neutral","sentiment_score":0.029930010437965393},{"text":"Mhmm.","start":271.635,"end":272.035,"sentiment":"neutral","sentiment_score":-0.041000671684741974}],"sentiment":"neutral","sentiment_score":0.05391148020114218,"num_words":35,"start":186.91501,"end":272.035},{"sentences":[{"text":"Yeah.","start":272.035,"end":272.275,"sentiment":"neutral","sentiment_score":-0.000013437122106552124},{"text":"Yeah.","start":272.275,"end":272.775,"sentiment":"neutral","sentiment_score":0.011868951842188835},{"text":"Yeah.","start":272.995,"end":273.315,"sentiment":"neutral","sentiment_score":0.03415512666106224},{"text":"I remember.","start":273.315,"end":273.975,"sentiment":"neutral","sentiment_score":0.017248091287910938},{"text":"And you were given a specific amount for So the current or the previous plan that you signed up for us or with us is actually $69.95.","start":274.595,"end":309.735,"sentiment":"neutral","sentiment_score":0.010667572108407816}],"sentiment":"neutral","sentiment_score":0.011516602215124294,"num_words":32,"start":272.035,"end":309.735},{"sentences":[{"text":"If we take off the 15 yes.","start":310.595,"end":312.57,"sentiment":"neutral","sentiment_score":0.006432219807590757},{"text":"So if we take off the 15% discount for three months because that's that was the offer during those time, it's actually sixty two dollars and 96¢ for fifth.","start":312.57,"end":326.295,"sentiment":"neutral","sentiment_score":0.061952553290341585},{"text":"Oh, sorry.","start":326.45502,"end":327.095,"sentiment":"neutral","sentiment_score":-0.01954556070268154},{"text":"Hold on.","start":327.095,"end":327.415,"sentiment":"neutral","sentiment_score":-0.030505865812301636},{"text":"It was 10%.","start":327.415,"end":328.535,"sentiment":"neutral","sentiment_score":-0.028499156857530277}],"sentiment":"neutral","sentiment_score":0.037954683504289106,"num_words":43,"start":310.595,"end":328.535},{"sentences":[{"text":"Let me check again.","start":328.535,"end":329.49503,"sentiment":"neutral","sentiment_score":-0.028845352586358786},{"text":"Sorry.","start":329.49503,"end":329.99503,"sentiment":"neutral","sentiment_score":-0.10436736047267914},{"text":"I'm so sorry, Melanie.","start":330.05502,"end":331.05502,"sentiment":"neutral","sentiment_score":-0.11330089904367924},{"text":"I remember you're not 16 and 90 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15%.","start":338.535,"end":339.655,"sentiment":"neutral","sentiment_score":0.01683236425742507},{"text":"Yeah.","start":339.655,"end":339.89502,"sentiment":"neutral","sentiment_score":0.017334528267383575},{"text":"Yeah.","start":339.89502,"end":340.05502,"sentiment":"neutral","sentiment_score":0.016648825258016586}],"sentiment":"neutral","sentiment_score":0.017760479046652716,"num_words":6,"start":337.975,"end":340.05502},{"sentences":[{"text":"Yeah.","start":340.05502,"end":340.21503,"sentiment":"neutral","sentiment_score":0.014460060745477676},{"text":"Hold on.","start":340.21503,"end":340.89,"sentiment":"neutral","sentiment_score":0.004694423172622919},{"text":"69.95 then.","start":341.21002,"end":343.15002,"sentiment":"neutral","sentiment_score":0.014571656938642263},{"text":"Oh, hold 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15.","start":360.575,"end":376.45,"sentiment":"neutral","sentiment_score":0.009410735816718677},{"text":"Okay?","start":376.51,"end":377.01,"sentiment":"neutral","sentiment_score":0.0846649780869484},{"text":"Yeah.","start":381.07,"end":381.31,"sentiment":"neutral","sentiment_score":0.06820562481880188}],"sentiment":"neutral","sentiment_score":0.014360825854296587,"num_words":49,"start":352.17,"end":381.31},{"sentences":[{"text":"Yeah.","start":381.31,"end":381.55,"sentiment":"neutral","sentiment_score":0.08339931070804596},{"text":"It's going to be $59.46 after I mean, until the next month as well, August, September, October.","start":381.55,"end":387.89502,"sentiment":"neutral","sentiment_score":0.0743896959020811},{"text":"Okay.","start":390.035,"end":390.435,"sentiment":"neutral","sentiment_score":0.15621384978294373},{"text":"So just to sum up, I will modify your invoice to $59.46, which is your current plan That's discounted 15% 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sure.","start":411.27,"end":412.72998,"sentiment":"neutral","sentiment_score":0.2411108116308848},{"text":"Okay.","start":413.57498,"end":414.07498,"sentiment":"neutral","sentiment_score":-0.08172054588794708},{"text":"Yeah.","start":414.13498,"end":414.63498,"sentiment":"neutral","sentiment_score":-0.05116560310125351},{"text":"Sure.","start":417.175,"end":417.675,"sentiment":"neutral","sentiment_score":0.05076175183057785}],"sentiment":"neutral","sentiment_score":0.13901881873607635,"num_words":7,"start":410.62997,"end":417.675},{"sentences":[{"text":"Yes.","start":422.85498,"end":423.335,"sentiment":"neutral","sentiment_score":0.06717650592327118},{"text":"Sure.","start":423.335,"end":423.495,"sentiment":"neutral","sentiment_score":0.0960983783006668},{"text":"Sure.","start":423.495,"end":423.735,"sentiment":"neutral","sentiment_score":0.10362794995307922},{"text":"Sure.","start":423.735,"end":424.235,"sentiment":"neutral","sentiment_score":0.12078560888767242},{"text":"We'll just send you an email if we run into the same problem again.","start":424.85498,"end":430.16,"sentiment":"neutral","sentiment_score":0.05447926212634359}],"sentiment":"neutral","sentiment_score":0.06391100626852778,"num_words":18,"start":422.85498,"end":430.16},{"sentences":[{"text":"I mean, when we try to process the payment.","start":430.16,"end":432.32,"sentiment":"neutral","sentiment_score":0.05204537262519201},{"text":"Okay?","start":432.32,"end":432.82,"sentiment":"neutral","sentiment_score":0.08180715888738632},{"text":"Yes.","start":436.64,"end":437.04,"sentiment":"neutral","sentiment_score":0.24604329466819763},{"text":"You will also receive an automatic email with the payment receipt once we send you I mean, process the payment successfully.","start":437.04,"end":445.355,"sentiment":"neutral","sentiment_score":0.2799705607550485},{"text":"Sorry.","start":448.29498,"end":448.615,"sentiment":"neutral","sentiment_score":0.007564593106508255}],"sentiment":"neutral","sentiment_score":0.202521368974086,"num_words":33,"start":430.16,"end":448.615},{"sentences":[{"text":"And thank you so much for your time, Melanie.","start":448.615,"end":450.315,"sentiment":"positive","sentiment_score":0.7341172065999773},{"text":"Thank you.","start":451.815,"end":452.375,"sentiment":"positive","sentiment_score":0.6755360662937164},{"text":"Bye bye.","start":452.375,"end":453.115,"sentiment":"neutral","sentiment_score":0.29443174600601196}],"sentiment":"positive","sentiment_score":0.657460806461481,"num_words":13,"start":448.615,"end":453.115}]}}]},{"alternatives":[{"transcript":"Melanie Mason. I'm good. Thanks. I was just received an email saying you've tried to take out this month's payment, but it declined. So I'm just wondering if you could try again on Thursday. Yeah. Thursday or Friday? Pardon me? What was that? Sorry? I thought I think it's for is it I think it's for $50 for a few months, and then it goes to $60. Yeah. I think it's giving me a 15 percent discount for three months. Thank you. Yes. Thursday or Friday. Yeah. That's good. Yeah. What it was since I'm sure that I I you gave me a 15% discount for three months because of I I was sort of mucked around through a a while because of well, it didn't hit. So why is it Yeah. But that's what I was thinking. Isn't that what it usually is? Isn't yeah. Like, I I think there was a 15%. Like, there was only $50 for the next three months. That's what I'm saying. So and and then after that, it goes back to the 59. Is that right? Well, the last time I spoke to somebody, that's what they told me. Yeah. Because when I got the Internet connected, just waived, like, the the call out fees and the and the their modem. And and then you then you took another 15% off for three months. That's yeah. And I think I've only had it connected maybe one or two months maybe. So it should be still at $50 for another month, and then after that, they should be back to the 59 maybe. That's what I I thought. Yeah. They give they give me that for free and then they come out here and installed because apparently, there was another connection. I had to get someone out a few people out, actually, to try and get it going. And so I never had got it put on for the first two or three weeks, it took. So yeah. Yeah. Yeah. Yeah. And then they said that well, I'm not sure who I spoke to last time, if it was you or if it was someone else, but they told me that I got her 15% off for the next three months. Because I I actually asked why it's only $50 and yeah. But the the the normal plan, I think, is for twelve months is $60.59 dollars. Is that right? 60 nine dollars. Yes. 59. I I thought that she it's just yeah. It's alright. I I I thought I thought I thought they said 15%. That's all. I just yeah. For three months. Yeah. Alright. Okay. Okay. No problem. Okay. But yeah. Yeah. Thanks a lot. Okay. Yes. But definitely try on Thursday, Friday. Okay? Sure. Okay. No problem. Thank you. Okay. Yeah. Fantastic. Yes. Thank you. Sorry. It's a bit late, but, yeah, I just thought I'd better I just thought I'd better call and let you know that, yeah, I'll I'll just leave the like, the payment in there, but it'd just be a couple days here. Okay? Okay. And then if it's paid, just send me an email to say that it's been paid. Yeah? Yeah. Yeah. Okay. Alright. Okay. Thanks a lot. Bye. You're a good day. Thank you. 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Mason. I'm good. Thanks. I was just received an email saying you've tried to take out this month's payment, but it declined. So I'm just wondering if you could try again on Thursday.\n\nYeah. Thursday or Friday? Pardon me? What was that? Sorry?\n\nI thought I think it's for is it I think it's for $50 for a few months, and then it goes to $60. Yeah. I think it's giving me a 15 percent discount for three months. Thank you. Yes.\n\nThursday or Friday. Yeah. That's good. Yeah. What it was since I'm sure that I I you gave me a 15% discount for three months because of I I was sort of mucked around through a a while because of well, it didn't hit.\n\nSo why is it Yeah. But that's what I was thinking. Isn't that what it usually is? Isn't yeah. Like, I I think there was a 15%.\n\nLike, there was only $50 for the next three months. That's what I'm saying. So and and then after that, it goes back to the 59. Is that right? Well, the last time I spoke to somebody, that's what they told me.\n\nYeah. Because when I got the Internet connected, just waived, like, the the call out fees and the and the their modem. And and then you then you took another 15% off for three months. That's yeah. And I think I've only had it connected maybe one or two months maybe.\n\nSo it should be still at $50 for another month, and then after that, they should be back to the 59 maybe. That's what I I thought. Yeah. They give they give me that for free and then they come out here and installed because apparently, there was another connection. I had to get someone out a few people out, actually, to try and get it going.\n\nAnd so I never had got it put on for the first two or three weeks, it took. So yeah. Yeah. Yeah. Yeah.\n\nAnd then they said that well, I'm not sure who I spoke to last time, if it was you or if it was someone else, but they told me that I got her 15% off for the next three months. Because I I actually asked why it's only $50 and yeah. But the the the normal plan, I think, is for twelve months is $60.59 dollars. Is that right? 60 nine dollars.\n\nYes. 59. I I thought that she it's just yeah. It's alright. I I I thought I thought I thought they said 15%.\n\nThat's all. I just yeah. For three months. Yeah. Alright.\n\nOkay. Okay. No problem. Okay. But yeah.\n\nYeah. Thanks a lot. Okay. Yes. But definitely try on Thursday, Friday.\n\nOkay? Sure. Okay. No problem. Thank you.\n\nOkay. Yeah. Fantastic. Yes. Thank you.\n\nSorry. It's a bit late, but, yeah, I just thought I'd better I just thought I'd better call and let you know that, yeah, I'll I'll just leave the like, the payment in there, but it'd just be a couple days here. Okay? Okay. And then if it's paid, just send me an email to say that it's been paid.\n\nYeah? Yeah. Yeah. Okay. Alright.\n\nOkay. Thanks a lot. Bye. You're a good day. Thank you.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Melanie Mason.","start":6.72,"end":8.02,"sentiment":"neutral","sentiment_score":0.08806373924016953},{"text":"I'm good.","start":11.36,"end":11.679999,"sentiment":"positive","sentiment_score":0.5796886682510376},{"text":"Thanks.","start":11.679999,"end":12.179999,"sentiment":"positive","sentiment_score":0.5119752883911133},{"text":"I was just received an email saying you've tried to take out this month's payment, but it declined.","start":12.32,"end":21.195,"sentiment":"neutral","sentiment_score":-0.16976795179976356},{"text":"So I'm just wondering if you could try again on Thursday.","start":21.335,"end":24.474998,"sentiment":"neutral","sentiment_score":-0.1692163131453774}],"sentiment":"neutral","sentiment_score":-0.09028595510651083,"num_words":34,"start":6.72,"end":24.474998},{"sentences":[{"text":"Yeah.","start":27.415,"end":27.915,"sentiment":"neutral","sentiment_score":0.0004978477954864502},{"text":"Thursday or 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me.","start":156.945,"end":159.685,"sentiment":"neutral","sentiment_score":-0.055069831701425404}],"sentiment":"neutral","sentiment_score":-0.047121577230947356,"num_words":42,"start":143.18001,"end":159.685},{"sentences":[{"text":"Yeah.","start":216.915,"end":217.155,"sentiment":"neutral","sentiment_score":0.14370551705360413},{"text":"Because when I got the Internet connected, just waived, like, the the call out fees and the and the their modem.","start":217.155,"end":226.01001,"sentiment":"neutral","sentiment_score":0.12853165715932846},{"text":"And and then you then you took another 15% off for three months.","start":226.55,"end":229.67001,"sentiment":"neutral","sentiment_score":0.23852158395143655},{"text":"That's yeah.","start":229.67001,"end":230.57,"sentiment":"neutral","sentiment_score":0.2313045859336853},{"text":"And I think I've only had it connected maybe one or two months maybe.","start":231.91,"end":235.77,"sentiment":"neutral","sentiment_score":0.061948277056217194}],"sentiment":"neutral","sentiment_score":0.14261835214554094,"num_words":51,"start":216.915,"end":235.77},{"sentences":[{"text":"So it should be still at $50 for another month, and then after that, they should be back to the 59 maybe.","start":236.975,"end":243.295,"sentiment":"neutral","sentiment_score":0.16236681626601654},{"text":"That's what I I thought.","start":243.295,"end":244.675,"sentiment":"neutral","sentiment_score":0.1059116005897522},{"text":"Yeah.","start":252.19,"end":252.43,"sentiment":"neutral","sentiment_score":-0.02392433024942875},{"text":"They give they give me that for free and then they come out here and installed because apparently, there was another connection.","start":252.43,"end":260.11,"sentiment":"neutral","sentiment_score":0.08814014883881266},{"text":"I had to get someone out a few people out, actually, to try and get it going.","start":260.11,"end":264.77,"sentiment":"neutral","sentiment_score":-0.04473233792711707}],"sentiment":"neutral","sentiment_score":0.07845279343648633,"num_words":67,"start":236.975,"end":264.77},{"sentences":[{"text":"And so I never had got it put on for the first two or three weeks, it took.","start":265.565,"end":270.465,"sentiment":"neutral","sentiment_score":-0.22683864583571753},{"text":"So yeah.","start":272.445,"end":273.105,"sentiment":"neutral","sentiment_score":0.017228057608008385},{"text":"Yeah.","start":273.165,"end":273.665,"sentiment":"neutral","sentiment_score":0.026116102933883667},{"text":"Yeah.","start":274.605,"end":275.105,"sentiment":"neutral","sentiment_score":0.017494963482022285},{"text":"Yeah.","start":281.28,"end":281.52002,"sentiment":"neutral","sentiment_score":0.018718983978033062}],"sentiment":"neutral","sentiment_score":-0.17331780258404172,"num_words":23,"start":265.565,"end":281.52002},{"sentences":[{"text":"And then they said that well, I'm not sure who I spoke to last time, if it was you or if it was someone else, but they told me that I got her 15% off for the next three months.","start":281.52002,"end":291.04,"sentiment":"neutral","sentiment_score":0.018485295679420234},{"text":"Because I I actually asked why it's only $50 and yeah.","start":291.04,"end":294.775,"sentiment":"neutral","sentiment_score":-0.05799021605740894},{"text":"But the the the normal plan, I think, is for twelve months is $60.59 dollars.","start":294.775,"end":299.41498,"sentiment":"neutral","sentiment_score":-0.030327260990937552},{"text":"Is that right?","start":299.41498,"end":300.235,"sentiment":"neutral","sentiment_score":0.01852985533575217},{"text":"60 nine dollars.","start":310.44,"end":311.74,"sentiment":"neutral","sentiment_score":-0.004980146264036496}],"sentiment":"neutral","sentiment_score":-0.004343615793105628,"num_words":72,"start":281.52002,"end":311.74},{"sentences":[{"text":"Yes.","start":316.68,"end":317.18,"sentiment":"neutral","sentiment_score":0.04441580548882485},{"text":"59.","start":322.92,"end":323.9,"sentiment":"neutral","sentiment_score":0.026379672810435295},{"text":"I I thought that she it's just yeah.","start":325.98502,"end":332.865,"sentiment":"neutral","sentiment_score":-0.08150815218687057},{"text":"It's alright.","start":332.865,"end":333.525,"sentiment":"neutral","sentiment_score":-0.03605359047651291},{"text":"I I I thought I thought I thought they said 15%.","start":333.745,"end":336.945,"sentiment":"neutral","sentiment_score":-0.04781862297518687}],"sentiment":"neutral","sentiment_score":-0.05127746838590373,"num_words":23,"start":316.68,"end":336.945},{"sentences":[{"text":"That's all.","start":336.945,"end":337.505,"sentiment":"neutral","sentiment_score":-0.04183887876570225},{"text":"I just yeah.","start":337.505,"end":338.065,"sentiment":"neutral","sentiment_score":-0.024051466956734657},{"text":"For three months.","start":338.065,"end":338.965,"sentiment":"neutral","sentiment_score":0.010502707213163376},{"text":"Yeah.","start":344.49,"end":344.99,"sentiment":"neutral","sentiment_score":0.012495196424424648},{"text":"Alright.","start":354.745,"end":355.065,"sentiment":"neutral","sentiment_score":0.0303029865026474}],"sentiment":"neutral","sentiment_score":-0.00815258538350463,"num_words":10,"start":336.945,"end":355.065},{"sentences":[{"text":"Okay.","start":355.065,"end":355.565,"sentiment":"neutral","sentiment_score":0.028818737715482712},{"text":"Okay.","start":356.82498,"end":357.22498,"sentiment":"neutral","sentiment_score":0.06796087324619293},{"text":"No problem.","start":357.22498,"end":357.865,"sentiment":"neutral","sentiment_score":0.11566487699747086},{"text":"Okay.","start":357.865,"end":358.365,"sentiment":"neutral","sentiment_score":0.05907788872718811},{"text":"But yeah.","start":358.82498,"end":359.815,"sentiment":"neutral","sentiment_score":0.01872388646006584}],"sentiment":"neutral","sentiment_score":0.06066214665770531,"num_words":7,"start":355.065,"end":359.815},{"sentences":[{"text":"Yeah.","start":377.08002,"end":377.32,"sentiment":"neutral","sentiment_score":0.26949623227119446},{"text":"Thanks a lot.","start":377.32,"end":377.96002,"sentiment":"positive","sentiment_score":0.6443999608357748},{"text":"Okay.","start":377.96002,"end":378.28,"sentiment":"neutral","sentiment_score":0.19622543454170227},{"text":"Yes.","start":378.28,"end":378.6,"sentiment":"neutral","sentiment_score":0.16694939136505127},{"text":"But definitely try on Thursday, Friday.","start":378.6,"end":380.36002,"sentiment":"neutral","sentiment_score":0.12976161763072014}],"sentiment":"neutral","sentiment_score":0.2787033872057994,"num_words":12,"start":377.08002,"end":380.36002},{"sentences":[{"text":"Okay?","start":380.36002,"end":380.86002,"sentiment":"neutral","sentiment_score":0.09731076657772064},{"text":"Sure.","start":387.545,"end":388.045,"sentiment":"neutral","sentiment_score":0.12725000083446503},{"text":"Okay.","start":388.265,"end":388.665,"sentiment":"neutral","sentiment_score":0.14481166005134585},{"text":"No problem.","start":388.665,"end":389.225,"sentiment":"neutral","sentiment_score":0.2947120666503906},{"text":"Thank you.","start":389.225,"end":389.965,"sentiment":"positive","sentiment_score":0.49563631415367126}],"sentiment":"neutral","sentiment_score":0.2785813127245222,"num_words":7,"start":380.36002,"end":389.965},{"sentences":[{"text":"Okay.","start":408.47,"end":408.95,"sentiment":"neutral","sentiment_score":0.21616625785827637},{"text":"Yeah.","start":408.95,"end":409.45,"sentiment":"positive","sentiment_score":0.33855104446411133},{"text":"Fantastic.","start":410.15002,"end":410.65002,"sentiment":"positive","sentiment_score":0.5479387044906616},{"text":"Yes.","start":411.52502,"end":412.005,"sentiment":"neutral","sentiment_score":0.2555510401725769},{"text":"Thank you.","start":412.005,"end":412.825,"sentiment":"neutral","sentiment_score":0.2930770516395569}],"sentiment":"neutral","sentiment_score":0.32406019171079,"num_words":6,"start":408.47,"end":412.825},{"sentences":[{"text":"Sorry.","start":413.20502,"end":413.52502,"sentiment":"neutral","sentiment_score":0.004120498895645142},{"text":"It's a bit late, but, yeah, I just thought I'd better I just thought I'd better call and let you know that, yeah, I'll I'll just leave the like, the payment in there, but it'd just be a couple days here.","start":413.52502,"end":422.08502,"sentiment":"neutral","sentiment_score":-0.04136171905187572},{"text":"Okay?","start":422.08502,"end":422.58502,"sentiment":"neutral","sentiment_score":0.03848262131214142},{"text":"Okay.","start":432.84,"end":433.16,"sentiment":"neutral","sentiment_score":0.10857921838760376},{"text":"And then if it's paid, just send me an email to say that it's been paid.","start":433.16,"end":435.71503,"sentiment":"neutral","sentiment_score":0.13366821687668562}],"sentiment":"neutral","sentiment_score":0.009900722124924263,"num_words":60,"start":413.20502,"end":435.71503},{"sentences":[{"text":"Yeah?","start":435.71503,"end":435.73502,"sentiment":"neutral","sentiment_score":0.12900111079216003},{"text":"Yeah.","start":435.73502,"end":436.23502,"sentiment":"neutral","sentiment_score":0.17764027416706085},{"text":"Yeah.","start":445.655,"end":445.815,"sentiment":"neutral","sentiment_score":0.14915743470191956},{"text":"Okay.","start":445.815,"end":446.215,"sentiment":"neutral","sentiment_score":0.15263208746910095},{"text":"Alright.","start":446.215,"end":446.535,"sentiment":"neutral","sentiment_score":0.18170985579490664}],"sentiment":"neutral","sentiment_score":0.1580281525850296,"num_words":5,"start":435.71503,"end":446.535},{"sentences":[{"text":"Okay.","start":446.535,"end":446.855,"sentiment":"neutral","sentiment_score":0.23768675327301023},{"text":"Thanks a lot.","start":446.855,"end":447.755,"sentiment":"positive","sentiment_score":0.5176696678002676},{"text":"Bye.","start":447.815,"end":448.315,"sentiment":"neutral","sentiment_score":0.24375145137310028},{"text":"You're a good day.","start":449.495,"end":450.41693,"sentiment":"positive","sentiment_score":0.5995745360851288},{"text":"Thank you.","start":450.49692,"end":450.89694,"sentiment":"positive","sentiment_score":0.7178695201873779}],"sentiment":"positive","sentiment_score":0.5334985811601985,"num_words":11,"start":446.535,"end":450.89694},{"sentences":[{"text":"Bye bye.","start":450.89694,"end":453.63693,"sentiment":"neutral","sentiment_score":0.13408534228801727}],"sentiment":"neutral","sentiment_score":0.13408534228801727,"num_words":2,"start":450.89694,"end":453.63693}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel. My name is Mary. May I have your name, please?\n\nChannel 1: Melanie Mason.\n\nChannel 0: Hello, Melanie. How are you doing today?\n\nChannel 1: I'm good. Thanks. I was just received an email saying you've tried to take out this month's payment, but it declined. So I'm just wondering if you could try again on Thursday.\n\nChannel 0: Thursday. Let me check\n\nChannel 1: Yeah.\n\nChannel 0: here. So\n\nChannel 1: Thursday\n\nChannel 0: this\n\nChannel 1: or Friday?\n\nChannel 0: is for yeah. So this is the outstanding balance for $69.46. Correct?\n\nChannel 1: Pardon me? What was that? Sorry?\n\nChannel 0: It's for the outstanding balance for $69.46, Melanie.\n\nChannel 1: I thought I think it's for is it I think it's for $50 for a few months, and then it goes to $60.\n\nChannel 0: Let me check on the\n\nChannel 1: Yeah. I think it's giving me a 15\n\nChannel 0: July.\n\nChannel 1: percent discount for\n\nChannel 0: Oh,\n\nChannel 1: three months.\n\nChannel 0: let me check here.\n\nChannel 1: Thank\n\nChannel 0: I\n\nChannel 1: you.\n\nChannel 0: think it's, yeah, it's 59 the $69.46 is plus overdue invoice for $10, but it's a good thing that you've already contacted us right now, September 15, so that we can remove or waive the overdue invoice. So it's going to be back for their discounted price for $59.46. And we're gonna try it by Thursday and Friday. Correct?\n\nChannel 1: Yes. Thursday or Friday. Yeah. That's good. Yeah.\n\nWhat\n\nChannel 0: Alright.\n\nChannel 1: it was since I'm sure that I I you gave me a 15% discount for three months because of I I was\n\nChannel 0: Yes.\n\nChannel 1: sort of mucked around through a a while because of\n\nChannel 0: Yeah.\n\nChannel 1: well, it didn't hit. So\n\nChannel 0: Yeah.\n\nChannel 1: why\n\nChannel 0: It's\n\nChannel 1: is it\n\nChannel 0: 15 yeah. It's 15% for three months. The amount showing right now is $59.46 because it includes the overdue late fee for $10, but we're gonna waive it and remove the $10 over late fees. You're just gonna pay for 59 or we'll we'll just gonna process the $59.46.\n\nChannel 1: Yeah. But that's what I was thinking. Isn't that what it usually is? Isn't yeah. Like,\n\nChannel 0: Hold\n\nChannel 1: I\n\nChannel 0: on.\n\nChannel 1: I think there was a 15%. Like, there was only $50 for the next three months. That's what I'm saying. So and and then after that, it goes back to the 59. Is that right?\n\nChannel 0: Hold on. Just give me one\n\nChannel 1: Well, the last time I spoke to somebody, that's\n\nChannel 0: second.\n\nChannel 1: what they told me.\n\nChannel 0: So this is going to be Linham. One moment, please. Let me just check on the website. Oh, yeah. I know.\n\nFor this one, we actually have let me see. Hold on. Let me just go and check the the invoice. I mean, the what the stat as well. So that's for '25 n p p n.\n\nChannel 1: Yeah. Because when I got the Internet connected, just waived, like, the the call out fees and the and the their modem. And and then you then you took another 15% off for three months. That's yeah. And I think I've only had it connected maybe one or two months maybe.\n\nSo it should be still at $50 for another month, and then after that, they should be back to the 59 maybe. That's what I I thought.\n\nChannel 0: So is this regarding about your router being delivered?\n\nChannel 1: Yeah. They give they give me that for free and then they come out here and installed because apparently, there was another connection. I had to get someone out a few people out, actually, to try and get it going. And so I never had got it put on for the first two or three weeks, it took.\n\nChannel 0: Mhmm. Yeah. Yeah.\n\nChannel 1: So yeah.\n\nChannel 0: Yeah.\n\nChannel 1: Yeah.\n\nChannel 0: I remember. And\n\nChannel 1: Yeah.\n\nChannel 0: you were given a specific amount for\n\nChannel 1: Yeah. And then they said that well, I'm not sure who I spoke to last time, if it was you or if it was someone else, but they told me that I got her 15% off for the next three months. Because I I actually asked why it's only $50 and yeah. But the the the normal plan, I think, is for twelve months is $60.59 dollars. Is that right?\n\nChannel 0: So the current or the previous plan that you signed up for us or with us is actually $69.95.\n\nChannel 1: 60\n\nChannel 0: If we\n\nChannel 1: nine\n\nChannel 0: take off\n\nChannel 1: dollars.\n\nChannel 0: the 15 yes. So if we take off the 15% discount for\n\nChannel 1: Yes.\n\nChannel 0: three months because that's that was the offer during those time, it's actually\n\nChannel 1: 59.\n\nChannel 0: sixty two dollars and 96¢ for\n\nChannel 1: I\n\nChannel 0: fifth. Oh, sorry. Hold on. It was 10%. Let me check again.\n\nSorry. I'm so\n\nChannel 1: I\n\nChannel 0: sorry,\n\nChannel 1: thought\n\nChannel 0: Melanie.\n\nChannel 1: that she\n\nChannel 0: I remember you're\n\nChannel 1: it's\n\nChannel 0: not\n\nChannel 1: just yeah. It's alright.\n\nChannel 0: 16\n\nChannel 1: I\n\nChannel 0: and\n\nChannel 1: I\n\nChannel 0: 90\n\nChannel 1: I thought\n\nChannel 0: five.\n\nChannel 1: I thought I\n\nChannel 0: 15.\n\nChannel 1: thought they said 15%. That's all. I just yeah.\n\nChannel 0: Yes.\n\nChannel 1: For three\n\nChannel 0: Yes.\n\nChannel 1: months.\n\nChannel 0: It's 15%. Yeah. Yeah. Yeah. Hold on.\n\n69.95 then. Oh,\n\nChannel 1: Yeah.\n\nChannel 0: hold on. Yeah. It's $59.45 until\n\nChannel 1: Alright. Okay.\n\nChannel 0: yeah.\n\nChannel 1: Okay. No problem. Okay.\n\nChannel 0: I'll\n\nChannel 1: But\n\nChannel 0: I'll\n\nChannel 1: yeah.\n\nChannel 0: just yeah. We'll just modify your current invoice because that reason why it's showing $69.46 is because of the late fees, but I will remove that and waive the late fees for you since you've contacted us earlier today, September 15. Okay?\n\nChannel 1: Yeah. Thanks a lot. Okay. Yes. But definitely try on Thursday, Friday.\n\nOkay?\n\nChannel 0: Yeah. Yeah. It's going to be $59.46 after I mean, until the next month as well, August, September, October.\n\nChannel 1: Sure. Okay. No problem. Thank you.\n\nChannel 0: Okay. So just to sum up, I will modify your invoice to $59.46, which is your current plan That's discounted 15% off. And I will we will try processing your payment either Thursday and Friday.\n\nChannel 1: Okay. Yeah. Fantastic.\n\nChannel 0: Right? So then\n\nChannel 1: Yes. Thank\n\nChannel 0: sure.\n\nChannel 1: you. Sorry. It's a\n\nChannel 0: Okay.\n\nChannel 1: bit late, but,\n\nChannel 0: Yeah.\n\nChannel 1: yeah, I just thought I'd better I just thought I'd better call and let you know that, yeah,\n\nChannel 0: Sure.\n\nChannel 1: I'll I'll just leave the like, the payment in there, but it'd just be a couple days here. Okay?\n\nChannel 0: Yes. Sure. Sure. Sure. We'll just send you an email if we run into the same problem again.\n\nI mean, when we try to process the payment. Okay?\n\nChannel 1: Okay. And then if it's paid, just send me an email to say that it's been paid. Yeah? Yeah.\n\nChannel 0: Yes. You will also receive an automatic email with the payment receipt once we send you I mean, process the payment successfully.\n\nChannel 1: Yeah. Okay. Alright. Okay. Thanks a lot.\n\nBye.\n\nChannel 0: Sorry. And thank you so much for\n\nChannel 1: You're\n\nChannel 0: your time,\n\nChannel 1: a good\n\nChannel 0: Melanie.\n\nChannel 1: day. Thank you. Bye\n\nChannel 0: Thank you. Bye bye.\n\nChannel 1: bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":2.32,"end":3.52,"sentiment":"positive","sentiment_score":0.5633398294448853},{"text":"My name is Mary.","start":3.52,"end":4.4,"sentiment":"positive","sentiment_score":0.42505425959825516},{"text":"May I have your name, please?","start":4.4,"end":5.54,"sentiment":"neutral","sentiment_score":0.2759467139840126}],"sentiment":"positive","sentiment_score":0.4115064313014348,"channel":0,"num_words":15,"start":2.32,"end":5.54},{"sentences":[{"text":"Melanie Mason.","start":6.72,"end":8.02,"sentiment":"neutral","sentiment_score":0.08806373924016953}],"sentiment":"neutral","sentiment_score":0.08806373924016953,"channel":1,"num_words":2,"start":6.72,"end":8.02},{"sentences":[{"text":"Hello, Melanie.","start":8.96,"end":9.84,"sentiment":"neutral","sentiment_score":0.23147502541542053},{"text":"How are you doing today?","start":9.84,"end":11.059999,"sentiment":"positive","sentiment_score":0.3573682904243469}],"sentiment":"neutral","sentiment_score":0.32139878613608225,"channel":0,"num_words":7,"start":8.96,"end":11.059999},{"sentences":[{"text":"I'm good.","start":11.36,"end":11.679999,"sentiment":"positive","sentiment_score":0.5796886682510376},{"text":"Thanks.","start":11.679999,"end":12.179999,"sentiment":"positive","sentiment_score":0.5119752883911133},{"text":"I was just received an email saying you've tried to take out this month's payment, but it declined.","start":12.32,"end":21.195,"sentiment":"neutral","sentiment_score":-0.16976795179976356},{"text":"So I'm just wondering if you could try again on Thursday.","start":21.335,"end":24.474998,"sentiment":"neutral","sentiment_score":-0.1692163131453774}],"sentiment":"neutral","sentiment_score":-0.10143281100317836,"channel":1,"num_words":32,"start":11.36,"end":24.474998},{"sentences":[{"text":"Thursday.","start":26.134998,"end":26.634998,"sentiment":"neutral","sentiment_score":-0.017649853602051735},{"text":"Let me check","start":26.695,"end":27.654999,"sentiment":"neutral","sentiment_score":-0.01101424265652895}],"sentiment":"neutral","sentiment_score":-0.012673145392909646,"channel":0,"num_words":4,"start":26.134998,"end":27.654999},{"sentences":[{"text":"Yeah.","start":27.415,"end":27.915,"sentiment":"neutral","sentiment_score":0.0004978477954864502}],"sentiment":"neutral","sentiment_score":0.0004978477954864502,"channel":1,"num_words":1,"start":27.415,"end":27.915},{"sentences":[{"text":"here.","start":27.654999,"end":28.154999,"sentiment":"neutral","sentiment_score":0.00796731747686863},{"text":"So","start":28.215,"end":28.715,"sentiment":"neutral","sentiment_score":-0.006651598960161209}],"sentiment":"neutral","sentiment_score":0.0006578592583537102,"channel":0,"num_words":2,"start":27.654999,"end":28.715},{"sentences":[{"text":"Thursday","start":30.15,"end":30.55,"sentiment":"neutral","sentiment_score":-0.009656207635998726}],"sentiment":"neutral","sentiment_score":-0.009656207635998726,"channel":1,"num_words":1,"start":30.15,"end":30.55},{"sentences":[{"text":"this","start":30.43,"end":30.67,"sentiment":"neutral","sentiment_score":-0.007470258511602879}],"sentiment":"neutral","sentiment_score":-0.007470258511602879,"channel":0,"num_words":1,"start":30.43,"end":30.67},{"sentences":[{"text":"or Friday?","start":30.55,"end":31.13,"sentiment":"neutral","sentiment_score":-0.005444896640256047}],"sentiment":"neutral","sentiment_score":-0.005444896640256047,"channel":1,"num_words":2,"start":30.55,"end":31.13},{"sentences":[{"text":"is for yeah.","start":30.67,"end":32.35,"sentiment":"neutral","sentiment_score":-0.0006640213541686535},{"text":"So this is the outstanding balance for $69.46.","start":32.35,"end":36.51,"sentiment":"neutral","sentiment_score":-0.009051297209225595},{"text":"Correct?","start":36.51,"end":37.01,"sentiment":"neutral","sentiment_score":-0.018710125237703323}],"sentiment":"neutral","sentiment_score":-0.007759380581167837,"channel":0,"num_words":12,"start":30.67,"end":37.01},{"sentences":[{"text":"Pardon me?","start":38.07,"end":38.629997,"sentiment":"neutral","sentiment_score":-0.07944773510098457},{"text":"What was that?","start":38.629997,"end":39.03,"sentiment":"neutral","sentiment_score":-0.07730440671245258},{"text":"Sorry?","start":39.03,"end":39.53,"sentiment":"neutral","sentiment_score":-0.04662349820137024}],"sentiment":"neutral","sentiment_score":-0.07290536475678285,"channel":1,"num_words":6,"start":38.07,"end":39.53},{"sentences":[{"text":"It's for the outstanding balance for $69.46, Melanie.","start":40.75,"end":44.825,"sentiment":"neutral","sentiment_score":-0.02034545581045677}],"sentiment":"neutral","sentiment_score":-0.02034545581045677,"channel":0,"num_words":8,"start":40.75,"end":44.825},{"sentences":[{"text":"I thought I think it's for is it I think it's for $50 for a few months, and then it goes to $60.","start":45.454998,"end":53.315,"sentiment":"neutral","sentiment_score":-0.029319883121744446}],"sentiment":"neutral","sentiment_score":-0.029319883121744446,"channel":1,"num_words":23,"start":45.454998,"end":53.315},{"sentences":[{"text":"Let me check on 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for","start":448.615,"end":449.495,"sentiment":"positive","sentiment_score":0.7843623757362366}],"sentiment":"positive","sentiment_score":0.6733912639319897,"channel":0,"num_words":7,"start":448.29498,"end":449.495},{"sentences":[{"text":"You're","start":449.495,"end":449.73502,"sentiment":"positive","sentiment_score":0.5079449415206909}],"sentiment":"positive","sentiment_score":0.5079449415206909,"channel":1,"num_words":1,"start":449.495,"end":449.73502},{"sentences":[{"text":"your time,","start":449.495,"end":449.815,"sentiment":"positive","sentiment_score":0.7012048959732056}],"sentiment":"positive","sentiment_score":0.7012048959732056,"channel":0,"num_words":2,"start":449.495,"end":449.815},{"sentences":[{"text":"a 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you.","start":451.815,"end":452.375,"sentiment":"positive","sentiment_score":0.6755360662937164},{"text":"Bye bye.","start":452.375,"end":453.115,"sentiment":"neutral","sentiment_score":0.29443174600601196}],"sentiment":"positive","sentiment_score":0.4849839061498642,"channel":0,"num_words":4,"start":451.815,"end":453.115},{"sentences":[{"text":"bye.","start":453.13693,"end":453.63693,"sentiment":"neutral","sentiment_score":-0.09751734137535097}],"sentiment":"neutral","sentiment_score":-0.09751734137535097,"channel":1,"num_words":1,"start":453.13693,"end":453.63693}]},"summary":{"result":"success","short":"The customer, Melanie, called Airtel to inquire about a payment that was declined. The agent, Mary, informed her that the payment was for $69.46 and that they will remove the overdue invoice and waive the late fees. They also discuss the customer's router delivery and the possibility of a discount on their plan. Mary explains that the discount is for a whole month and that the customer will receive an automatic email once the payment is processed."},"intents":{"segments":[{"text":"I was just received an email saying you've tried to take out this month's payment, but it declined. So I'm just wondering if you could try again on Thursday. Thursday.","start_word":27,"end_word":56,"intents":[{"intent":"Request payment alternative","confidence_score":0.00028415438},{"intent":"Confirm payment date","confidence_score":0.008820075}]},{"text":"So Thursday this or Friday? is for yeah. So this is the outstanding balance for $69.46. Correct? Pardon me? What was that? Sorry? It's for the outstanding balance for $69.46, Melanie. I thought I think it's for is it I think it's for $50 for a few months, and then it goes to $60. Let me check on the Yeah.","start_word":62,"end_word":121,"intents":[{"intent":"Confirm payment method","confidence_score":0.019349933}]},{"text":"I thought I think it's for is it I think it's for $50 for a few months, and then it goes to $60.","start_word":93,"end_word":115,"intents":[{"intent":"Clarify payment amount","confidence_score":0.009402403}]},{"text":"I thought I think it's for is it I think it's for $50 for a few months, and then it goes to $60. Let me check on the Yeah.","start_word":93,"end_word":121,"intents":[{"intent":"Confirm discount amount","confidence_score":0.007796296}]},{"text":"So it's going to be back for their discounted price for $59.46.","start_word":180,"end_word":191,"intents":[{"intent":"Confirm discount","confidence_score":0.008701806}]},{"text":"it was since I'm sure that I I you gave me a 15% discount for three months because of I I was Yes. sort of mucked around through a a while because of Yeah. well, it didn't hit. So Yeah. why It's is it 15 yeah. It's 15% for three months.","start_word":212,"end_word":262,"intents":[{"intent":"Express confusion","confidence_score":0.0011882958}]},{"text":"So is this regarding about your router being delivered? Yeah.","start_word":514,"end_word":523,"intents":[{"intent":"Process router delivery","confidence_score":0.10417402}]},{"text":"They give they give me that for free and then they come out here and installed because apparently, there was another connection. I had to get someone out a few people out, actually, to try and get it going. And so I never had got it put on for the first two or three weeks, it took. Mhmm. Yeah.","start_word":525,"end_word":583,"intents":[{"intent":"Get help with installation","confidence_score":0.000860691}]},{"text":"And then they said that well, I'm not sure who I spoke to last time, if it was you or if it was someone else, but they told me that I got her 15% off for the next three months.","start_word":600,"end_word":639,"intents":[{"intent":"Confirm details about discount","confidence_score":0.0019424929},{"intent":"Identify person","confidence_score":0.000083123785},{"intent":"Clarify ten percent discount","confidence_score":0.00880003}]},{"text":"And then they said that well, I'm not sure who I spoke to last time, if it was you or if it was someone else, but they told me that I got her 15% off for the next three months. Because I I actually asked why it's only $50 and yeah. But the the the normal plan, I think, is for twelve months is $60.59 dollars. Is that right?","start_word":600,"end_word":668,"intents":[{"intent":"Confirm cost","confidence_score":0.019372988},{"intent":"Confirm cost","confidence_score":0.03303577}]},{"text":"So the current or the previous plan that you signed up for us or with us is actually $69.95.","start_word":669,"end_word":687,"intents":[{"intent":"Confirm plan details","confidence_score":0.28990522}]},{"text":"So if we take off the 15% discount for Yes.","start_word":698,"end_word":707,"intents":[{"intent":"Inquire about ten percent discount","confidence_score":0.00007366975}]},{"text":"We'll just modify your current invoice because that reason why it's showing $69.46 is because of the late fees, but I will remove that and waive the late fees for you since you've contacted us earlier today, September 15. Okay?","start_word":815,"end_word":854,"intents":[{"intent":"Modify invoice","confidence_score":0.31159738}]},{"text":"And I will we will try processing your payment either Thursday and Friday. Okay.","start_word":915,"end_word":928,"intents":[{"intent":"Process payment","confidence_score":0.25859648}]},{"text":"We'll just send you an email if we run into the same problem again. I mean, when we try to process the payment. Okay? Okay. And then if it's paid, just send me an email to say that it's been paid. Yeah? Yeah.","start_word":988,"end_word":1030,"intents":[{"intent":"Send email","confidence_score":0.07710348}]},{"text":"You will also receive an automatic email with the payment receipt once we send you I mean, process the payment successfully. Yeah. Okay.","start_word":1032,"end_word":1054,"intents":[{"intent":"Receive payment receipt","confidence_score":0.2653857}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary.","start_word":0,"end_word":8,"sentiment":"positive","sentiment_score":0.5081688165664673},{"text":"May I have your name, please? Melanie Mason. Hello, Melanie.","start_word":9,"end_word":18,"sentiment":"neutral","sentiment_score":0.22800472378730777},{"text":"How are you doing today? I'm good. Thanks.","start_word":19,"end_word":26,"sentiment":"positive","sentiment_score":0.46460044384002686},{"text":"I was just received an email saying you've tried to take out this month's payment, but it declined. So I'm just wondering if you could try again on Thursday. Thursday. Let me check Yeah. here. So Thursday this or Friday? is for yeah. So this is the outstanding balance for $69.46. Correct? Pardon me? What was that? Sorry? It's for the outstanding balance for $69.46, Melanie. I thought I think it's for is it I think it's for $50 for a few months, and then it goes to $60. Let me check on the Yeah. I think it's giving me a 15 July. percent discount for Oh, three months. let me check here. Thank I you. think it's, yeah, it's 59 the $69.46 is plus overdue invoice for $10, but it's a good thing that you've already contacted us right now, September 15, so that we can remove or waive the overdue invoice. So it's going to be back for their discounted price for $59.46. And we're gonna try it by Thursday and Friday. Correct? Yes. Thursday or Friday. Yeah. That's good. Yeah. What Alright. it was since I'm sure that I I you gave me a 15% discount for three months because of I I was Yes. sort of mucked around through a a while because of Yeah. well, it didn't hit. So Yeah. why It's is it 15 yeah. It's 15% for three months. The amount showing right now is $59.46 because it includes the overdue late fee for $10, but we're gonna waive it and remove the $10 over late fees. You're just gonna pay for 59 or we'll we'll just gonna process the $59.46. Yeah. But that's what I was thinking. Isn't that what it usually is? Isn't yeah. Like, Hold I on. I think there was a 15%. Like, there was only $50 for the next three months. That's what I'm saying. So and and then after that, it goes back to the 59. Is that right? Hold on. Just give me one Well, the last time I spoke to somebody, that's second. what they told me. So this is going to be Linham. One moment, please. Let me just check on the website. Oh, yeah. I know. For this one, we actually have let me see. Hold on. Let me just go and check the the invoice. I mean, the what the stat as well. So that's for '25 n p p n. Yeah. Because when I got the Internet connected, just waived, like, the the call out fees and the and the their modem. And and then you then you took another 15% off for three months. That's yeah. And I think I've only had it connected maybe one or two months maybe. So it should be still at $50 for another month, and then after that, they should be back to the 59 maybe. That's what I I thought. So is this regarding about your router being delivered? Yeah. They give they give me that for free and then they come out here and installed because apparently, there was another connection. I had to get someone out a few people out, actually, to try and get it going. And so I never had got it put on for the first two or three weeks, it took. Mhmm. Yeah. Yeah. So yeah. Yeah. Yeah. I remember. And Yeah. you were given a specific amount for Yeah. And then they said that well, I'm not sure who I spoke to last time, if it was you or if it was someone else, but they told me that I got her 15% off for the next three months. Because I I actually asked why it's only $50 and yeah. But the the the normal plan, I think, is for twelve months is $60.59 dollars. Is that right? So the current or the previous plan that you signed up for us or with us is actually $69.95. 60 If we nine take off dollars. the 15 yes. So if we take off the 15% discount for Yes. three months because that's that was the offer during those time, it's actually 59. sixty two dollars and 96<unk> for I fifth. Oh, sorry. Hold on. It was 10%. Let me check again. Sorry. I'm so I sorry, thought Melanie. that she I remember you're it's not just yeah. It's alright. 16 I and I 90 I thought five. I thought I 15. thought they said 15%. That's all. I just yeah. Yes. For three Yes. months. It's 15%. Yeah. Yeah. Yeah. Hold on. 69.95 then. Oh, Yeah. hold on. Yeah. It's $59.45 until Alright. Okay. yeah. Okay. No problem. Okay. I'll But I'll yeah. just yeah. We'll just modify your current invoice because that reason why it's showing $69.46 is because of the late fees, but I will remove that and waive the late fees for you since you've contacted us earlier today, September 15. Okay? Yeah.","start_word":27,"end_word":855,"sentiment":"neutral","sentiment_score":0.020386645990559792},{"text":"Thanks a lot.","start_word":856,"end_word":858,"sentiment":"positive","sentiment_score":0.6302607655525208},{"text":"Okay. Yes. But definitely try on Thursday, Friday. Okay? Yeah. Yeah. It's going to be $59.46 after I mean, until the next month as well, August, September, October. Sure. Okay. No problem.","start_word":859,"end_word":890,"sentiment":"neutral","sentiment_score":0.1106698513031006},{"text":"Thank you.","start_word":891,"end_word":892,"sentiment":"positive","sentiment_score":0.48137184977531433},{"text":"Okay. So just to sum up, I will modify your invoice to $59.46, which is your current plan That's discounted 15% off. And I will we will try processing your payment either Thursday and Friday. Okay.","start_word":893,"end_word":928,"sentiment":"neutral","sentiment_score":0.1389528661966324},{"text":"Yeah. Fantastic.","start_word":929,"end_word":930,"sentiment":"positive","sentiment_score":0.4432448744773865},{"text":"Right? So then Yes.","start_word":931,"end_word":934,"sentiment":"neutral","sentiment_score":0.26444947719573975},{"text":"Thank sure.","start_word":935,"end_word":936,"sentiment":"positive","sentiment_score":0.335744708776474},{"text":"you. Sorry. It's a Okay. bit late, but, Yeah. yeah, I just thought I'd better I just thought I'd better call and let you know that, yeah, Sure. I'll I'll just leave the like, the payment in there, but it'd just be a couple days here. Okay? Yes. Sure. Sure. Sure. We'll just send you an email if we run into the same problem again. I mean, when we try to process the payment. Okay? Okay. And then if it's paid, just send me an email to say that it's been paid. Yeah? Yeah. Yes. You will also receive an automatic email with the payment receipt once we send you I mean, process the payment successfully. Yeah. Okay. Alright. Okay.","start_word":937,"end_word":1056,"sentiment":"neutral","sentiment_score":0.07305959612131119},{"text":"Thanks a lot.","start_word":1057,"end_word":1059,"sentiment":"positive","sentiment_score":0.5088428258895874},{"text":"Bye. Sorry.","start_word":1060,"end_word":1061,"sentiment":"neutral","sentiment_score":0.14369474351406095},{"text":"And thank you so much for your You're time, a Melanie. good day. Thank you. Bye Thank you.","start_word":1062,"end_word":1079,"sentiment":"positive","sentiment_score":0.6409603357315063},{"text":"Bye bye. bye.","start_word":1080,"end_word":1082,"sentiment":"neutral","sentiment_score":0.2581278383731842}],"average":{"sentiment":"neutral","sentiment_score":0.062306764829961746}}}}