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Thank you so much for calling your account. How may I help you today? You six. Oh, thank you so much for giving us a call.\n\nLet me just go ahead and pull out your account here. You said you are Ivan Chung? Is that right? Okay. Thank you.\n\nOne moment here. Ivan. Just be on the line while trying to pull out your account, okay, so I can go over with it. Thank you. Thank you so much for patiently waiting on the line.\n\nAnd I'm so sorry to hear about this billing error, but here's what I'm going to do, Ivan. I could see in here the one you're telling me, a payment, May. I will just go ahead and process the refund, and then I'll send you an email afterwards. What is the last four digits of the card? 6908.\n\nOkay. Is this a Visa or a Mastercard? Okay. And then you're still having this email address, itsc3536@gmail.com. Alright.\n\nSo I'll go ahead and do the refund, and then I send you an email. And, also, I will be completely deleting the card since you've already canceled the service, the March 31. And I'm sorry for this. Okay? Thank you, and have a good one.\n\nBe safe.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":0.96,"sentiment":"positive","sentiment_score":0.3516662120819092},{"text":"Thank you so much for calling your account.","start":0.96,"end":3.06,"sentiment":"positive","sentiment_score":0.6388088837265968},{"text":"How may I help you today?","start":3.1999998,"end":4.5,"sentiment":"positive","sentiment_score":0.5642583966255188},{"text":"You six.","start":10.48,"end":11.219999,"sentiment":"neutral","sentiment_score":-0.06708419695496559},{"text":"Oh, thank you so much for giving us a call.","start":17.005,"end":19.744999,"sentiment":"positive","sentiment_score":0.4459954485297203}],"sentiment":"positive","sentiment_score":0.48790643529759514,"num_words":27,"start":0.71999997,"end":19.744999},{"sentences":[{"text":"Let me just go ahead and pull out your account here.","start":20.045,"end":22.705,"sentiment":"neutral","sentiment_score":0.2066010372205214},{"text":"You said you 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My name is Ivan. I canceled my Internet with Airtel on the '30 March 1, and I was just billed for an for the month of May. Yes. Mhmm. Okay. The last four digits of my card is 6908. Mastercard. That's correct. Okay. Mhmm. No worries. Thank you. You have a good day. Thank you. 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My name is Ivan. I canceled my Internet with Airtel on the '30 March 1, and I was just billed for an for the month of May. Yes. Mhmm.\n\nOkay. The last four digits of my card is 6908. Mastercard. That's correct. Okay.\n\nMhmm. No worries. Thank you. You have a good day. Thank you.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hi.","start":5.2,"end":5.52,"sentiment":"neutral","sentiment_score":-0.013946939259767532},{"text":"My name is Ivan.","start":5.52,"end":6.58,"sentiment":"neutral","sentiment_score":-0.03634938504546881},{"text":"I canceled my Internet with Airtel on the '30 March 1, and I was just billed for an for the month of May.","start":7.12,"end":15.665,"sentiment":"neutral","sentiment_score":-0.1207204470815866},{"text":"Yes.","start":26.925,"end":27.39,"sentiment":"neutral","sentiment_score":0.05536565929651261},{"text":"Mhmm.","start":27.869999,"end":28.369999,"sentiment":"neutral","sentiment_score":0.02248945459723473}],"sentiment":"neutral","sentiment_score":-0.09526865494747956,"num_words":30,"start":5.2,"end":28.369999},{"sentences":[{"text":"Okay.","start":39.625,"end":40.125,"sentiment":"neutral","sentiment_score":0.11926228553056716},{"text":"The last four digits of my card is 6908.","start":185.685,"end":192.44,"sentiment":"neutral","sentiment_score":-0.004534242493617866},{"text":"Mastercard.","start":198.02,"end":198.52,"sentiment":"neutral","sentiment_score":-0.00782163068652153},{"text":"That's correct.","start":211.275,"end":212.095,"sentiment":"neutral","sentiment_score":0.03528718464076519},{"text":"Okay.","start":229.61,"end":229.98894,"sentiment":"neutral","sentiment_score":-0.10880139470100404}],"sentiment":"neutral","sentiment_score":0.0023146747844293705,"num_words":14,"start":39.625,"end":229.98894},{"sentences":[{"text":"Mhmm.","start":230.38893,"end":230.88893,"sentiment":"neutral","sentiment_score":-0.04663744196295738},{"text":"No worries.","start":231.10893,"end":231.74893,"sentiment":"neutral","sentiment_score":0.09859778732061386},{"text":"Thank you.","start":231.74893,"end":232.40894,"sentiment":"neutral","sentiment_score":0.284967377781868},{"text":"You have a good day.","start":234.78894,"end":235.58894,"sentiment":"positive","sentiment_score":0.40260517597198486},{"text":"Thank you.","start":235.58894,"end":236.24893,"sentiment":"positive","sentiment_score":0.37317894399166107}],"sentiment":"neutral","sentiment_score":0.2899897213404377,"num_words":12,"start":230.38893,"end":236.24893},{"sentences":[{"text":"Bye.","start":237.34894,"end":237.84894,"sentiment":"neutral","sentiment_score":0.13094131648540497}],"sentiment":"neutral","sentiment_score":0.13094131648540497,"num_words":1,"start":237.34894,"end":237.84894}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi. My name is Ivan. I canceled my Internet with Airtel on the\n\nChannel 0: You\n\nChannel 1: '30\n\nChannel 0: six.\n\nChannel 1: March 1, and I was just billed for an for the month of May.\n\nChannel 0: Oh, thank you so much for giving us a call. Let me just go ahead and pull out your account here. You said you are Ivan Chung? Is that\n\nChannel 1: Yes.\n\nChannel 0: right?\n\nChannel 1: Mhmm.\n\nChannel 0: Okay. Thank you. One moment here. Ivan. Just be on the line while trying to pull out your account, okay, so I can\n\nChannel 1: Okay.\n\nChannel 0: go over with it. Thank you. Thank you so much for patiently waiting on the line. And I'm so sorry to hear about this billing error, but here's what I'm going to do, Ivan. I could see in here the one you're telling me, a payment, May.\n\nI will just go ahead and process the refund, and then I'll send you an email afterwards. What is the last four digits of the card?\n\nChannel 1: The last four digits of my card is 6908.\n\nChannel 0: 6908. Okay. Is this a Visa or a Mastercard?\n\nChannel 1: Mastercard.\n\nChannel 0: Okay. And then you're still having this email address, itsc3536@gmail.com.\n\nChannel 1: That's correct.\n\nChannel 0: Alright. So I'll go ahead and do the refund, and then I send you an email. And, also, I will be completely deleting the card since you've already canceled the service, the March 31. And\n\nChannel 1: Okay.\n\nChannel 0: I'm sorry for this.\n\nChannel 1: Mhmm.\n\nChannel 0: Okay?\n\nChannel 1: No worries. Thank you.\n\nChannel 0: Thank you, and have a good one. Be\n\nChannel 1: You\n\nChannel 0: safe.\n\nChannel 1: have a good day. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":0.96,"sentiment":"positive","sentiment_score":0.3516662120819092},{"text":"Thank you so much for calling your account.","start":0.96,"end":3.06,"sentiment":"positive","sentiment_score":0.6388088837265968},{"text":"How may I help you today?","start":3.1999998,"end":4.5,"sentiment":"positive","sentiment_score":0.5642583966255188}],"sentiment":"positive","sentiment_score":0.5898458441098531,"channel":0,"num_words":15,"start":0.71999997,"end":4.5},{"sentences":[{"text":"Hi.","start":5.2,"end":5.52,"sentiment":"neutral","sentiment_score":-0.013946939259767532},{"text":"My name is Ivan.","start":5.52,"end":6.58,"sentiment":"neutral","sentiment_score":-0.03634938504546881},{"text":"I canceled my Internet with Airtel on 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you.","start":29.029999,"end":29.689999,"sentiment":"neutral","sentiment_score":0.27988186478614807},{"text":"One moment here.","start":29.91,"end":31.05,"sentiment":"neutral","sentiment_score":0.16779398918151855},{"text":"Ivan.","start":33.27,"end":33.77,"sentiment":"neutral","sentiment_score":0.0741233378648758},{"text":"Just be on the line while trying to pull out your account, okay, so I can","start":36.149998,"end":39.91,"sentiment":"neutral","sentiment_score":0.08338374178856611}],"sentiment":"neutral","sentiment_score":0.1117104058680327,"channel":0,"num_words":23,"start":28.044998,"end":39.91},{"sentences":[{"text":"Okay.","start":39.625,"end":40.125,"sentiment":"neutral","sentiment_score":0.11926228553056716}],"sentiment":"neutral","sentiment_score":0.11926228553056716,"channel":1,"num_words":1,"start":39.625,"end":40.125},{"sentences":[{"text":"go over with it.","start":39.91,"end":41.03,"sentiment":"neutral","sentiment_score":0.14514621905982494},{"text":"Thank you.","start":41.03,"end":41.769997,"sentiment":"positive","sentiment_score":0.3783208727836609},{"text":"Thank you so much for patiently waiting on the line.","start":157.925,"end":160.745,"sentiment":"positive","sentiment_score":0.49363961815834045},{"text":"And I'm so sorry to hear about this billing error, but here's what I'm going to do, Ivan.","start":160.965,"end":166.505,"sentiment":"neutral","sentiment_score":-0.13808005010812646},{"text":"I could see in here the one you're telling me, a payment, May.","start":166.965,"end":174.79,"sentiment":"neutral","sentiment_score":-0.020185015379236296}],"sentiment":"neutral","sentiment_score":0.0750165255641208,"channel":0,"num_words":47,"start":39.91,"end":174.79},{"sentences":[{"text":"I will just go ahead and process the refund, and then I'll send you an email afterwards.","start":175.25,"end":180.87,"sentiment":"neutral","sentiment_score":0.031091962119235712},{"text":"What is the last four digits of the card?","start":181.48999,"end":184.15,"sentiment":"neutral","sentiment_score":0.00549875365363227}],"sentiment":"neutral","sentiment_score":0.022232774573449906,"channel":0,"num_words":26,"start":175.25,"end":184.15},{"sentences":[{"text":"The last four digits of my card is 6908.","start":185.685,"end":192.44,"sentiment":"neutral","sentiment_score":-0.004534242493617866}],"sentiment":"neutral","sentiment_score":-0.004534242493617866,"channel":1,"num_words":9,"start":185.685,"end":192.44},{"sentences":[{"text":"6908.","start":192.895,"end":194.255,"sentiment":"neutral","sentiment_score":-0.0005053101922385395},{"text":"Okay.","start":194.255,"end":194.755,"sentiment":"neutral","sentiment_score":0.004132621455937624},{"text":"Is this a Visa or a Mastercard?","start":195.21501,"end":197.235,"sentiment":"neutral","sentiment_score":-0.0010529601547334874}],"sentiment":"neutral","sentiment_score":-0.00041593442438170314,"channel":0,"num_words":9,"start":192.895,"end":197.235},{"sentences":[{"text":"Mastercard.","start":198.02,"end":198.52,"sentiment":"neutral","sentiment_score":-0.00782163068652153}],"sentiment":"neutral","sentiment_score":-0.00782163068652153,"channel":1,"num_words":1,"start":198.02,"end":198.52},{"sentences":[{"text":"Okay.","start":199.53,"end":200.03,"sentiment":"neutral","sentiment_score":-0.001447279937565327},{"text":"And then you're still having this email address, itsc3536@gmail.com.","start":201.29001,"end":211.035,"sentiment":"neutral","sentiment_score":-0.04271059503985776}],"sentiment":"neutral","sentiment_score":-0.038584263529628515,"channel":0,"num_words":10,"start":199.53,"end":211.035},{"sentences":[{"text":"That's correct.","start":211.275,"end":212.095,"sentiment":"neutral","sentiment_score":0.03528718464076519}],"sentiment":"neutral","sentiment_score":0.03528718464076519,"channel":1,"num_words":2,"start":211.275,"end":212.095},{"sentences":[{"text":"Alright.","start":212.715,"end":213.115,"sentiment":"neutral","sentiment_score":0.04901428148150444},{"text":"So I'll go ahead and do the refund, and then I send you an email.","start":213.115,"end":218.41501,"sentiment":"neutral","sentiment_score":0.009939547628164291},{"text":"And, also, I will be completely deleting the card since you've already canceled the service, the March 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one.","start":232.69,"end":234.55,"sentiment":"positive","sentiment_score":0.4478886638368879},{"text":"Be","start":234.61,"end":234.85,"sentiment":"neutral","sentiment_score":0.28988879919052124}],"sentiment":"positive","sentiment_score":0.42813868075609207,"channel":0,"num_words":8,"start":232.69,"end":234.85},{"sentences":[{"text":"You","start":234.78894,"end":234.94894,"sentiment":"neutral","sentiment_score":0.33060571551322937}],"sentiment":"neutral","sentiment_score":0.33060571551322937,"channel":1,"num_words":1,"start":234.78894,"end":234.94894},{"sentences":[{"text":"safe.","start":234.85,"end":235.35,"sentiment":"positive","sentiment_score":0.37172770500183105}],"sentiment":"positive","sentiment_score":0.37172770500183105,"channel":0,"num_words":1,"start":234.85,"end":235.35},{"sentences":[{"text":"have a good day.","start":234.94894,"end":235.58894,"sentiment":"positive","sentiment_score":0.42060504108667374},{"text":"Thank you.","start":235.58894,"end":236.24893,"sentiment":"positive","sentiment_score":0.37317894399166107},{"text":"Bye.","start":237.34894,"end":237.84894,"sentiment":"neutral","sentiment_score":0.13094131648540497}],"sentiment":"positive","sentiment_score":0.3656741955450603,"channel":1,"num_words":7,"start":234.94894,"end":237.84894}]},"summary":{"result":"success","short":"The customer, Ivan, called about a billing error and was charged for services that he had canceled on May 1st. The agent, Ivan, apologized and processed a refund, sending an email to his account with the information. The agent also deleting the customer's card and apologizes for the error."},"intents":{"segments":[{"text":"My name is Ivan. I canceled my Internet with Airtel on You the '30 six. March 1, and I was just billed for an for the month of May.","start_word":16,"end_word":44,"intents":[{"intent":"Resolve billing error","confidence_score":0.046482965}]}]},"sentiments":{"segments":[{"text":"Hi. Thank you so much for calling your account. How may I help you today?","start_word":0,"end_word":14,"sentiment":"positive","sentiment_score":0.5764327645301819},{"text":"Hi. My name is Ivan. I canceled my Internet with Airtel on You the '30 six. March 1, and I was just billed for an for the month of May.","start_word":15,"end_word":44,"sentiment":"neutral","sentiment_score":-0.09656481444835664},{"text":"Oh, thank you so much for giving us a call.","start_word":45,"end_word":54,"sentiment":"positive","sentiment_score":0.450201153755188},{"text":"Let me just go ahead and pull out your account here. You said you are Ivan Chung? Is that Yes. right? Mhmm. Okay. Thank you. One moment here. Ivan. Just be on the line while trying to pull out your account, okay, so I can Okay. go over with it.","start_word":55,"end_word":104,"sentiment":"neutral","sentiment_score":0.11579082906246184},{"text":"Thank you. Thank you so much for patiently waiting on the line.","start_word":105,"end_word":116,"sentiment":"positive","sentiment_score":0.4680135846138001},{"text":"And I'm so sorry to hear about this billing error, but here's what I'm going to do, Ivan. I could see in here the one you're telling me, a payment, May. I will just go ahead and process the refund, and then I'll send you an email afterwards. What is the last four digits of the card? The last four digits of my card is 6908. 6908. Okay. Is this a Visa or a Mastercard? Mastercard. Okay. And then you're still having this email address, itsc3536@gmail.com. That's correct. Alright. So I'll go ahead and do the refund, and then I send you an email. And, also, I will be completely deleting the card since you've already canceled the service, the March 31. And Okay. I'm sorry for this. Mhmm. Okay? No worries. Thank you.","start_word":117,"end_word":250,"sentiment":"neutral","sentiment_score":-0.04586304724216461},{"text":"Thank you, and have a good one. Be You safe. have a good day. Thank you.","start_word":251,"end_word":266,"sentiment":"positive","sentiment_score":0.4130667746067047},{"text":"Bye.","start_word":267,"end_word":267,"sentiment":"neutral","sentiment_score":0.17519190907478333}],"average":{"sentiment":"neutral","sentiment_score":0.07102418494651384}}}}