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Thank you. And to whom I'm speaking with? Thanks. Hannah Lee. Thank you. Nice to have you in the line, Hannah. And for proper documentation, what is the reason you would like to cancel the service? Because I do see on here that you signed up for twenty four month contract agreement. So if you will be canceling or if you're requesting a early termination of your service, there will be cancellation fee applies on your account. For our cancellation, you have to provide thirty days notice. So you still need to pay your current invoice for this month even though you're canceling it. And then the cancellation fee is $132. That's included the 10% DST or tax. And if I may ask, in that way we could properly document your account for future reference, what is the reason you would like to cancel it? Oh, yeah. We are aware about that issue. It was started the February 28. They did some upgrade, and then you're receiving our update in regards with the GUIP location. And your streaming is still not up and running. Yeah. It's yeah. It's still not working, your TV streaming, your Netflix. Yeah. And in reference with this, I can go ahead and connect you to our tech rep. In that way, they could check this for you first because we've we'd love to remain you, and we valued you as a customer. That way, you don't need to pay this fees applicable to your account if you will be proceeding with the early termination so they could check this for you. Is that okay? We can try at least. Mhmm. Yeah. I can feel the frustration in reference with this matter. If I'm on your situation, I will feel the same way. But here in Airtel, we are really passionate to keep our customer in help. So if you could give us a chance to check your account religiously, I could transfer the call to our tech rep. In that way, they can check this, and then we can start from there. Okay? Please be on the line. 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Good afternoon. Thank you so much for calling your account. How may I help you today? Oh, I'm so sorry to hear about that, but I would love to, check your account here.\n\nWhat is your phone number? Thank you. And to whom I'm speaking with? Thanks. Hannah Lee.\n\nThank you. Nice to have you in the line, Hannah. And for proper documentation, what is the reason you would like to cancel the service? Because I do see on here that you signed up for twenty four month contract agreement. So if you will be canceling or if you're requesting a early termination of your service, there will be cancellation fee applies on your account.\n\nFor our cancellation, you have to provide thirty days notice. So you still need to pay your current invoice for this month even though you're canceling it. And then the cancellation fee is $132. That's included the 10% DST or tax. And if I may ask, in that way we could properly document your account for future reference, what is the reason you would like to cancel it?\n\nOh, yeah. We are aware about that issue. It was started the February 28. They did some upgrade, and then you're receiving our update in regards with the GUIP location. And your streaming is still not up and running.\n\nYeah. It's yeah. It's still not working, your TV streaming, your Netflix. Yeah. And in reference with this, I can go ahead and connect you to our tech rep.\n\nIn that way, they could check this for you first because we've we'd love to remain you, and we valued you as a customer. That way, you don't need to pay this fees applicable to your account if you will be proceeding with the early termination so they could check this for you. Is that okay? We can try at least. Mhmm.\n\nYeah. I can feel the frustration in reference with this matter. If I'm on your situation, I will feel the same way. But here in Airtel, we are really passionate to keep our customer in help. So if you could give us a chance to check your account religiously, I could transfer the call to our tech rep.\n\nIn that way, they can check this, and then we can start from there. Okay? Please be on the line. Thank you so much, Hannah.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"neutral","sentiment_score":0.2793371081352234},{"text":"Good afternoon.","start":1.04,"end":1.78,"sentiment":"positive","sentiment_score":0.4601583182811737},{"text":"Thank you so much for calling your account.","start":1.8399999,"end":4.02,"sentiment":"positive","sentiment_score":0.6920583248138428},{"text":"How may I help you today?","start":4.16,"end":5.54,"sentiment":"positive","sentiment_score":0.5697917739550272},{"text":"Oh, I'm so sorry to hear about that, but I would love to, check your account here.","start":14.424999,"end":18.904999,"sentiment":"neutral","sentiment_score":-0.13113867776358828}],"sentiment":"neutral","sentiment_score":0.23310333720463164,"num_words":34,"start":0.71999997,"end":18.904999},{"sentences":[{"text":"What is your phone number?","start":18.904999,"end":20.525,"sentiment":"neutral","sentiment_score":-0.01046076938509941},{"text":"Thank 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I'm just using the Airtel Internet, but I'd like to quit using the services, please. 0401406813. I'm Hannah Hannah Lee. Yeah. Mhmm. How much would it would it? Mhmm. Okay. I see. Yeah. I'll I'll repay that. Mhmm. I just think I've been just having too much issues with the Internet connection because, yeah, I couldn't watch the my overseas TV box at all for the past, yeah, almost one one week. So yeah. Sorry? It's it's still not running? I don't watch Netflix, but I watch YouTube and the overseas TV box. Yeah. Okay. Yeah. But yeah. But I did receive the email from Airtel that it's all solved and it should be working, but it's still not working. So, yeah, I was a bit, you know, annoyed about that. Yeah. Yeah. Okay. 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I'm just using the Airtel Internet, but I'd like to quit using the services, please. 0401406813. I'm Hannah Hannah Lee. Yeah.\n\nMhmm. How much would it would it? Mhmm. Okay. I see.\n\nYeah. I'll I'll repay that. Mhmm. I just think I've been just having too much issues with the Internet connection because, yeah, I couldn't watch the my overseas TV box at all for the past, yeah, almost one one week. So yeah.\n\nSorry? It's it's still not running? I don't watch Netflix, but I watch YouTube and the overseas TV box. Yeah. Okay.\n\nYeah. But yeah. But I did receive the email from Airtel that it's all solved and it should be working, but it's still not working. So, yeah, I was a bit, you know, annoyed about that. Yeah.\n\nYeah. Okay. Well","paragraphs":[{"sentences":[{"text":"Hi.","start":6.08,"end":6.58,"sentiment":"neutral","sentiment_score":-0.05352582037448883},{"text":"I'm just using the Airtel Internet, but I'd like to quit using the services, please.","start":6.7999997,"end":13.139999,"sentiment":"neutral","sentiment_score":-0.2808202495177587},{"text":"0401406813.","start":21.805,"end":28.43,"sentiment":"neutral","sentiment_score":0.010427219793200493},{"text":"I'm Hannah Hannah Lee.","start":32.89,"end":34.51,"sentiment":"neutral","sentiment_score":0.015153157524764538},{"text":"Yeah.","start":36.33,"end":36.83,"sentiment":"neutral","sentiment_score":0.12298735976219176}],"sentiment":"neutral","sentiment_score":-0.18508192515847358,"num_words":22,"start":6.08,"end":36.83},{"sentences":[{"text":"Mhmm.","start":60.14,"end":60.219997,"sentiment":"neutral","sentiment_score":-0.03250087425112724},{"text":"How much would it would it?","start":60.219997,"end":62.399998,"sentiment":"neutral","sentiment_score":-0.04404103942215443},{"text":"Mhmm.","start":67.74,"end":68.205,"sentiment":"neutral","sentiment_score":-0.06864495575428009},{"text":"Okay.","start":82.11,"end":82.509995,"sentiment":"neutral","sentiment_score":0.012552043423056602},{"text":"I see.","start":82.509995,"end":82.99,"sentiment":"neutral","sentiment_score":0.01390572264790535}],"sentiment":"neutral","sentiment_score":-0.029548052529042416,"num_words":11,"start":60.14,"end":82.99},{"sentences":[{"text":"Yeah.","start":82.99,"end":83.229996,"sentiment":"neutral","sentiment_score":0.06943167746067047},{"text":"I'll I'll repay that.","start":83.229996,"end":84.53,"sentiment":"neutral","sentiment_score":0.07427498232573271},{"text":"Mhmm.","start":91.07,"end":91.57,"sentiment":"neutral","sentiment_score":-0.05650843679904938},{"text":"I just think I've been just having too much issues with the Internet connection because, yeah, I couldn't watch the my overseas TV box at all for the past, yeah, almost one one week.","start":94.27,"end":109.604996,"sentiment":"negative","sentiment_score":-0.40336886596153765},{"text":"So yeah.","start":110.520004,"end":117.58,"sentiment":"neutral","sentiment_score":-0.02250027609989047}],"sentiment":"neutral","sentiment_score":-0.32022663868875023,"num_words":42,"start":82.99,"end":117.58},{"sentences":[{"text":"Sorry?","start":129.705,"end":130.185,"sentiment":"neutral","sentiment_score":-0.10195572674274445},{"text":"It's it's still not running?","start":130.185,"end":132.525,"sentiment":"neutral","sentiment_score":-0.10205163806676865},{"text":"I don't watch Netflix, but I watch YouTube and the overseas TV box.","start":139.52,"end":145.3,"sentiment":"neutral","sentiment_score":-0.1215994656085968},{"text":"Yeah.","start":146.8,"end":147.3,"sentiment":"neutral","sentiment_score":0.0655505508184433},{"text":"Okay.","start":170.0,"end":170.5,"sentiment":"neutral","sentiment_score":0.0719713419675827}],"sentiment":"neutral","sentiment_score":-0.09788024177153905,"num_words":21,"start":129.705,"end":170.5},{"sentences":[{"text":"Yeah.","start":171.36,"end":171.84,"sentiment":"neutral","sentiment_score":0.05603327602148056},{"text":"But yeah.","start":171.84,"end":173.29999,"sentiment":"neutral","sentiment_score":0.010401589795947075},{"text":"But I did receive the email from Airtel that it's all solved and it should be working, but it's still not working.","start":173.51999,"end":181.83499,"sentiment":"neutral","sentiment_score":-0.011544698679989035},{"text":"So, yeah, I was a bit, you know, annoyed about that.","start":181.97499,"end":186.53499,"sentiment":"negative","sentiment_score":-0.4265140376307748},{"text":"Yeah.","start":186.53499,"end":186.935,"sentiment":"neutral","sentiment_score":-0.12294255942106248}],"sentiment":"neutral","sentiment_score":-0.13491199699205322,"num_words":37,"start":171.36,"end":186.935},{"sentences":[{"text":"Yeah.","start":186.935,"end":187.435,"sentiment":"neutral","sentiment_score":-0.10618184506893158},{"text":"Okay.","start":218.005,"end":218.165,"sentiment":"neutral","sentiment_score":0.04412728548049927},{"text":"Well","start":218.165,"end":218.665,"sentiment":"positive","sentiment_score":0.4868569076061249}],"sentiment":"neutral","sentiment_score":0.14160078267256418,"num_words":3,"start":186.935,"end":218.665}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi. I'm just using the Airtel Internet, but I'd like to quit using the services, please.\n\nChannel 0: Oh, I'm so sorry to hear about that, but I would love to, check your account here. What is your phone number?\n\nChannel 1: 0401406813.\n\nChannel 0: Thank you. And to whom I'm speaking with?\n\nChannel 1: I'm Hannah Hannah Lee.\n\nChannel 0: Thanks. Hannah Lee. Thank you. Nice to have\n\nChannel 1: Yeah.\n\nChannel 0: you in the line, Hannah. And for proper documentation, what is the reason you would like to cancel the service? Because I do see on here that you signed up for twenty four month contract agreement. So if you will be canceling or if you're requesting a early termination of your service, there will be cancellation fee applies on your account.\n\nChannel 1: Mhmm. How much would it would it?\n\nChannel 0: For our cancellation, you have to provide thirty days notice. So you still\n\nChannel 1: Mhmm.\n\nChannel 0: need to pay your current invoice for this month even though you're canceling it. And then the cancellation fee is $132. That's included the 10% DST or tax.\n\nChannel 1: Okay. I see. Yeah. I'll I'll repay that.\n\nChannel 0: And if I may ask, in that way we could properly document your account for future reference, what is the reason you\n\nChannel 1: Mhmm.\n\nChannel 0: would like to cancel it?\n\nChannel 1: I just think I've been just having too much issues with the Internet connection because, yeah, I couldn't watch the my overseas TV box at all for the past, yeah, almost one one\n\nChannel 0: Oh,\n\nChannel 1: week.\n\nChannel 0: yeah.\n\nChannel 1: So\n\nChannel 0: We are aware about that issue. It was started the February 28. They did\n\nChannel 1: yeah.\n\nChannel 0: some upgrade, and then you're receiving our update in regards with the GUIP location. And your streaming is still not up and\n\nChannel 1: Sorry? It's it's still\n\nChannel 0: running.\n\nChannel 1: not running?\n\nChannel 0: Yeah. It's yeah. It's still not working, your TV streaming, your Netflix.\n\nChannel 1: I don't watch Netflix, but I watch YouTube and the overseas TV box.\n\nChannel 0: Yeah. And\n\nChannel 1: Yeah.\n\nChannel 0: in reference with this, I can go ahead and connect you to our tech rep. In that way, they could check this for you first because we've we'd love to remain you, and we valued you as a customer. That way, you don't need to pay this fees applicable to your account if you will be proceeding with the early termination so they could check this for you. Is that\n\nChannel 1: Okay.\n\nChannel 0: okay? We can\n\nChannel 1: Yeah.\n\nChannel 0: try at\n\nChannel 1: But\n\nChannel 0: least.\n\nChannel 1: yeah. But I did receive the email from Airtel that it's all solved and it should be working, but it's still not working. So, yeah, I was a bit, you know, annoyed\n\nChannel 0: Mhmm.\n\nChannel 1: about that. Yeah. Yeah.\n\nChannel 0: Yeah. I can feel the frustration in reference with this matter. If I'm on your situation, I will feel the same way. But here in Airtel, we are really passionate to keep our customer in help. So if you could give us a chance to check your account religiously, I could transfer the call to our tech rep.\n\nIn that way, they can check this, and then we can start from there. Okay? Please be on the line.\n\nChannel 1: Okay. Well\n\nChannel 0: Thank you so much, Hannah.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"neutral","sentiment_score":0.2793371081352234},{"text":"Good afternoon.","start":1.04,"end":1.78,"sentiment":"positive","sentiment_score":0.4601583182811737},{"text":"Thank you so much for calling your account.","start":1.8399999,"end":4.02,"sentiment":"positive","sentiment_score":0.6920583248138428},{"text":"How may I help you today?","start":4.16,"end":5.54,"sentiment":"positive","sentiment_score":0.5697917739550272}],"sentiment":"positive","sentiment_score":0.5973453521728516,"channel":0,"num_words":17,"start":0.71999997,"end":5.54},{"sentences":[{"text":"Hi.","start":6.08,"end":6.58,"sentiment":"neutral","sentiment_score":-0.05352582037448883},{"text":"I'm just using the Airtel Internet, but I'd like to quit using the services, 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working.","start":173.51999,"end":181.83499,"sentiment":"neutral","sentiment_score":-0.011544698679989035},{"text":"So, yeah, I was a bit, you know, annoyed","start":181.97499,"end":185.11499,"sentiment":"negative","sentiment_score":-0.42445526520411175}],"sentiment":"neutral","sentiment_score":-0.12664815445896238,"channel":1,"num_words":32,"start":172.79999,"end":185.11499},{"sentences":[{"text":"Mhmm.","start":185.465,"end":185.965,"sentiment":"negative","sentiment_score":-0.3852894604206085}],"sentiment":"negative","sentiment_score":-0.3852894604206085,"channel":0,"num_words":1,"start":185.465,"end":185.965},{"sentences":[{"text":"about that.","start":185.735,"end":186.53499,"sentiment":"negative","sentiment_score":-0.43577851355075836},{"text":"Yeah.","start":186.53499,"end":186.935,"sentiment":"neutral","sentiment_score":-0.12294255942106248},{"text":"Yeah.","start":186.935,"end":187.435,"sentiment":"neutral","sentiment_score":-0.10618184506893158}],"sentiment":"neutral","sentiment_score":-0.2751703578978777,"channel":1,"num_words":4,"start":185.735,"end":187.435},{"sentences":[{"text":"Yeah.","start":187.465,"end":187.965,"sentiment":"neutral","sentiment_score":-0.1728438287973404},{"text":"I can feel the frustration in reference with this matter.","start":188.585,"end":194.445,"sentiment":"negative","sentiment_score":-0.38063383400440215},{"text":"If I'm on your situation, I will feel the same way.","start":195.065,"end":197.97,"sentiment":"neutral","sentiment_score":-0.08322083069519563},{"text":"But here in Airtel, we are really passionate to keep our customer in help.","start":198.29001,"end":203.33,"sentiment":"positive","sentiment_score":0.3961620235017368},{"text":"So if you could give us a chance to check your account religiously, I could transfer the call to our tech rep.","start":203.33,"end":210.21,"sentiment":"neutral","sentiment_score":0.18612464348023589}],"sentiment":"neutral","sentiment_score":0.08183446860518949,"channel":0,"num_words":58,"start":187.465,"end":210.21},{"sentences":[{"text":"In that way, they can check this, and then we can start from there.","start":210.21,"end":213.675,"sentiment":"neutral","sentiment_score":0.19460863673261233},{"text":"Okay?","start":213.755,"end":214.255,"sentiment":"neutral","sentiment_score":0.08720304071903229},{"text":"Please be on the line.","start":214.875,"end":218.095,"sentiment":"neutral","sentiment_score":0.0753492571413517}],"sentiment":"neutral","sentiment_score":0.15942351203411817,"channel":0,"num_words":20,"start":210.21,"end":218.095},{"sentences":[{"text":"Okay.","start":218.005,"end":218.165,"sentiment":"neutral","sentiment_score":0.04412728548049927},{"text":"Well","start":218.165,"end":218.665,"sentiment":"positive","sentiment_score":0.4868569076061249}],"sentiment":"neutral","sentiment_score":0.2654920965433121,"channel":1,"num_words":2,"start":218.005,"end":218.665},{"sentences":[{"text":"Thank you so much, Hannah.","start":218.395,"end":219.77501,"sentiment":"positive","sentiment_score":0.6574382334947586}],"sentiment":"positive","sentiment_score":0.6574382334947586,"channel":0,"num_words":5,"start":218.395,"end":219.77501}]},"summary":{"result":"success","short":"The customer wants to cancel their Airtel internet service and is asked for their phone number and reason for cancellation. The agent explains that there will be a cancellation fee and that they need to provide 30 days notice. The customer is also informed of a cancellation fee and is offered to speak with a tech representative to resolve the issue."},"intents":{"segments":[{"text":"I'm just using the Airtel Internet, but I'd like to quit using the services, please.","start_word":18,"end_word":32,"intents":[{"intent":"Request to stop using services","confidence_score":0.04062076}]},{"text":"Oh, I'm so sorry to hear about that, but I would love to, check your account here. What is your phone number?","start_word":33,"end_word":54,"intents":[{"intent":"Check account","confidence_score":0.22852582}]},{"text":"What is your phone number?","start_word":50,"end_word":54,"intents":[{"intent":"Provide information","confidence_score":0.12079994}]},{"text":"And for proper documentation, what is the reason you would like to cancel the service?","start_word":82,"end_word":96,"intents":[{"intent":"Provide reason for cancelation","confidence_score":0.0021848083}]},{"text":"For our cancellation, you have to provide thirty days notice. So you still Mhmm. need to pay your current invoice for this month even though you're canceling it. And then the cancellation fee is $132. That's included the 10% DST or tax. Okay.","start_word":145,"end_word":187,"intents":[{"intent":"Provide cancellation fee","confidence_score":0.256174},{"intent":"Provide payment","confidence_score":0.0018225051}]},{"text":"in reference with this, I can go ahead and connect you to our tech rep. In that way, they could check this for you first because we've we'd love to remain you, and we valued you as a customer. That way, you don't need to pay this fees applicable to your account if you will be proceeding with the early termination so they could check this for you. Is that Okay.","start_word":332,"end_word":402,"intents":[{"intent":"Connect to tech rep","confidence_score":0.28312787}]},{"text":"in reference with this, I can go ahead and connect you to our tech rep. In that way, they could check this for you first because we've we'd love to remain you, and we valued you as a customer. That way, you don't need to pay this fees applicable to your account if you will be proceeding with the early termination so they could check this for you. Is that Okay. okay?","start_word":332,"end_word":403,"intents":[{"intent":"Check account","confidence_score":0.33852583}]},{"text":"But here in Airtel, we are really passionate to keep our customer in help. So if you could give us a chance to check your account religiously, I could transfer the call to our tech rep. In that way, they can check this, and then we can start from there. Okay?","start_word":470,"end_word":520,"intents":[{"intent":"Help customer","confidence_score":0.01900249}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.2793371081352234},{"text":"Good afternoon. Thank you so much for calling your account. How may I help you today?","start_word":1,"end_word":16,"sentiment":"positive","sentiment_score":0.6054247617721558},{"text":"Hi. I'm just using the Airtel Internet, but I'd like to quit using the services, please. Oh, I'm so sorry to hear about that, but I would love to, check your account here. What is your phone number? 0401406813. Thank you. And to whom I'm speaking with? I'm Hannah Hannah Lee. Thanks. Hannah Lee.","start_word":17,"end_word":70,"sentiment":"neutral","sentiment_score":-0.0933876782655716},{"text":"Thank you.","start_word":71,"end_word":72,"sentiment":"positive","sentiment_score":0.3569110333919525},{"text":"Nice to have Yeah. you in the line, Hannah. And for proper documentation, what is the reason you would like to cancel the service? Because I do see on here that you signed up for twenty four month contract agreement. So if you will be canceling or if you're requesting a early termination of your service, there will be cancellation fee applies on your account. Mhmm. How much would it would it? For our cancellation, you have to provide thirty days notice. So you still Mhmm. need to pay your current invoice for this month even though you're canceling it. And then the cancellation fee is $132. That's included the 10% DST or tax. Okay. I see. Yeah. I'll I'll repay that. And if I may ask, in that way we could properly document your account for future reference, what is the reason you Mhmm. would like to cancel it?","start_word":73,"end_word":222,"sentiment":"neutral","sentiment_score":-0.06311695277690887},{"text":"I just think I've been just having too much issues with the Internet connection because, yeah, I couldn't watch the my overseas TV box at all for the past, yeah, almost one one Oh, week.","start_word":223,"end_word":257,"sentiment":"negative","sentiment_score":-0.376374751329422},{"text":"yeah. So We are aware about that issue. It was started the February 28. They did yeah. some upgrade, and then you're receiving our update in regards with the GUIP location. And your streaming is still not up and Sorry? It's it's still running. not running? Yeah. It's yeah. It's still not working, your TV streaming, your Netflix. I don't watch Netflix, but I watch YouTube and the overseas TV box. Yeah. And Yeah. in reference with this, I can go ahead and connect you to our tech rep.","start_word":258,"end_word":346,"sentiment":"neutral","sentiment_score":-0.05126902335480358},{"text":"In that way, they could check this for you first because we've we'd love to remain you, and we valued you as a customer.","start_word":347,"end_word":370,"sentiment":"positive","sentiment_score":0.5100815296173096},{"text":"That way, you don't need to pay this fees applicable to your account if you will be proceeding with the early termination so they could check this for you. Is that Okay. okay? We can Yeah. try at But least. yeah. But I did receive the email from Airtel that it's all solved and it should be working, but it's still not working.","start_word":371,"end_word":433,"sentiment":"neutral","sentiment_score":0.0977599173784256},{"text":"So, yeah, I was a bit, you know, annoyed Mhmm. about that.","start_word":434,"end_word":445,"sentiment":"negative","sentiment_score":-0.41214343905448914},{"text":"Yeah. Yeah. Yeah.","start_word":446,"end_word":448,"sentiment":"neutral","sentiment_score":-0.13398942351341248},{"text":"I can feel the frustration in reference with this matter.","start_word":449,"end_word":458,"sentiment":"negative","sentiment_score":-0.3753485679626465},{"text":"If I'm on your situation, I will feel the same way.","start_word":459,"end_word":469,"sentiment":"neutral","sentiment_score":-0.09005764871835709},{"text":"But here in Airtel, we are really passionate to keep our customer in help.","start_word":470,"end_word":483,"sentiment":"positive","sentiment_score":0.3830927014350891},{"text":"So if you could give us a chance to check your account religiously, I could transfer the call to our tech rep. In that way, they can check this, and then we can start from there. Okay? Please be on the line. Okay.","start_word":484,"end_word":526,"sentiment":"neutral","sentiment_score":0.1712188571691513},{"text":"Well Thank you so much, Hannah.","start_word":527,"end_word":532,"sentiment":"positive","sentiment_score":0.7757371664047241}],"average":{"sentiment":"neutral","sentiment_score":0.0011016485925851682}}}}