{"metadata":{"transaction_key":"deprecated","request_id":"01a0f5c5-b90f-7f70-8916-0c56379d3849","sha256":"35bf71fab97f7ec18432207b01464a57dd881a2e89131d022567b6541e60dfac","created":"2026-10-01T04:42:53.708Z","duration":1196.7839,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":2842,"output_tokens":100},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3052,"output_tokens":3058},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3052,"output_tokens":133}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. This is here at all accounts. How may I help you today? Oh, thank you so much for giving us a call. I would love to review the account. And you're saying you're calling in behalf of the account owner? What? Oh, perfect. Thank you. May I have your full name, please? Mhmm. Thank you. Nice to have you on the line, miss Hall. And may I have your birthday, please? Thank you so much. Just give me a minute while I place you on hold. Let me just go over to your account to sort this out and provide you some clarification. Okay? Alright. Stay on the line, please. Thank you. Thank you so much Hi, Neha. Thank you so much for staying the line. Can you hear me better? Okay. Thank you so much. So upon review, your service is under the Linham network. Reason why your price is different... I get what you're saying because previously, your standard price for the plan that you have for your account is Linham 100 MBBS, which is the standard price of $89.95. Right? And then this month, you're you're still showing $105. That's your question. Is that correct? Why it show $105? Okay. Yeah. So if I'm too fast, just let me know. If you would like me to repeat what I said, let me know. I'll be happy to do that for you. Okay? So, basically, upon reviewing your service under the Dinham network, which has recently increased its pricing to retail service providers like Urtell. So as a result, we have to have an adjustment for the pricing. The reason why your same plan... Your plan does not change. It's still the same, 100 and b p s, but, there is, like, a price increase. Instead, before it's $89.95, commence this month of October, the price for the plan of 100 and b p s went to $105. The reason why your bill refutes that amount. No. Your plan your plan when you sign up is 100 MBPS. During that time, the price for this plan is only $89.95. Reason why last month, September, you only paid $89.95. However, this month onwards, the price changed. It went up high. From $89.95, it went to $105. Yeah. Linhau Pass Linhaufas 100 MBPS, when you sign up, it's $89.95. So right now, there are some price increase. You know price increase, it it changed. It went up high. It's the same MBPS, the same plan, but the price went high. Yeah. So $89.95... From $89.95, it went to $105. Because... Yeah. We're also dependent on the pricing set by the network provider, which is Linham, for your service. As long as there is remain a change, we can keep our customer price fixed. However, when the network provider increase their rate... Their prices, we unfortunately also need to adjust our pricing accordingly. This is necessary to ensure that we can continue to sustain the service for our customers while keeping the business operational and viable. Reason why from this month, October, the plan for your service, which is 100 b p s, will be $105 because it's increased. It went half high. Sorry. What's that again? You're you're asking what is the name of your plan? Okay. Yeah. Let me go ahead and reply to you. Okay? One moment here. Thank you. Let me just check here again. Thank you so much for patiently waiting, miss Miss Hi. I do see it here. As per your invoiced account, the description of your plan is Linham 100 slash 20 MBPS. That's your current plan for the subscription. Because you're seeing too, Linham 100 MBPS or Linham family plan. It's just the same. Yeah. Lindholm Family Plan, 100 MBPS. Miss miss, I really would love to capture what your questions and what you're trying to say, but I would love to let you know your line is cutting in and out. Are you on a speakerphone? Because some of the words you're saying is cutting in and out, so I'm not able to capture the full signature, trying to save. Your line is cutting in and out. Yeah. I'm still on the line. I can hear you, but it... Line is cutting in and out on my end. Okay. This is much better. Thank you. Okay. Thank you so much for helping her. To whom am I speaking with? Okay. Okay. Okay. Thank you so much for that clarification. I can hear you clearly now. So, yeah, that is correct. The plan is just the same, 100 and b p s, which is $100. And then you are saying the amount showing from the invoice is $105, and she would like to correct this. Okay? We will not do a refund because miss Ho doesn't... Did not pay this yet. Okay? I will correct the invoice. K? It's not yet been paid. So we don't... We we don't have any amount to refund her. We will correct it. In that way, once she once she paid, it will be a $100. Okay. Mhmm. Yeah. Yeah. That's that's what I said. I will... Yeah. Yeah. That's what I said. I will modify, change the invoice. Then if today, what you receive is the invoice of $105. So what I'm going to do is to correct or change... Update this on my end, and then I will resend to her the correct one reflecting the $100. Go ahead. Oh, the check... The keypad. So, basically, here's how it works in reference to changing plan, upgrade, or downgrade. Okay. So better to change the plan, either it's down... Downgrade or upgrade to the cheapest one or to the highest one every first of each month. So if miss Ho would like to change her plan to the lowest one we have, which is the $95, better to do it next month because in that way, she don't need to pay double. Because today, the invoice has been generated because this specific Plant 100 and BBS is activated to the network, and we already paid this as well in advance. So if we change it, we need to reorder a new one. So that considered a new order, we will be charged by the network. The reason why, we have to charge her. So for her to avoid paying two plans because of the change or upgrade, better to do it next month if she would like to transition the lowest or cheapest plan for Dinham. It will commence on November 1. So by November 1, instead of preceding the $100 invoice, it will be $95, and it will change to 50 mbps. Yeah. Before the end of the month. Yes. Next month. Yes. Correct. Yeah. Actually, if it... Yeah. That's... Actually, since I have you on the line, I can go ahead and take note. If she would like to change the plan by next month, I can take note of this. In that way, I can endorse it to our tech tech team. They will process the change plan by next month. So next month, it will be notated on the account. And then once November 1 came and the email is generated, it shows the new plan, which is the 50 m p s $95. Yeah. Her plan. Yeah. No. No. No option to change it on the app. Better to do it over the phone, and our tech rep will be the one process it to ensure it will be processed correctly. Yeah. She do... To her order. There is an option to do it to the customer portal, but I believe the pricing from the customer portal is not yet updated. When you log in, right, miss Ho has an option to log in to the customer portal using the username and password. And then if you click for the services, you have an option to select and then order. But as far as I know, those prices are not up... Yet... Updated. So better to call and request it on our end just to make sure everything will be processed accordingly and correctly. Sure. Go ahead, please. Yeah. I'm still on the line. Oh, okay. Sure. That would be noted. I'll go ahead and give the service as it is. And then after this call, just advise her, check her email. I'll be resending the corrected invoice showing the $100 price. Okay? You're welcome. I appreciate your time and help. You do have a great day. If you have further questions, just call us back. Okay? We're happy to assist. Alright. Thank you. 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Good afternoon. This is here at all accounts. How may I help you today? Oh, thank you so much for giving us a call.\n\nI would love to review the account. And you're saying you're calling in behalf of the account owner? What? Oh, perfect. Thank you.\n\nMay I have your full name, please? Mhmm. Thank you. Nice to have you on the line, miss Hall. And may I have your birthday, please?\n\nThank you so much. Just give me a minute while I place you on hold. Let me just go over to your account to sort this out and provide you some clarification. Okay? Alright.\n\nStay on the line, please. Thank you. Thank you so much Hi, Neha. Thank you so much for staying the line. Can you hear me better?\n\nOkay. Thank you so much. So upon review, your service is under the Linham network. Reason why your price is different... I get what you're saying because previously, your standard price for the plan that you have for your account is Linham 100 MBBS, which is the standard price of $89.95.\n\nRight? And then this month, you're you're still showing $105. That's your question. Is that correct? Why it show $105?\n\nOkay. Yeah. So if I'm too fast, just let me know. If you would like me to repeat what I said, let me know. I'll be happy to do that for you.\n\nOkay? So, basically, upon reviewing your service under the Dinham network, which has recently increased its pricing to retail service providers like Urtell. So as a result, we have to have an adjustment for the pricing. The reason why your same plan... Your plan does not change.\n\nIt's still the same, 100 and b p s, but, there is, like, a price increase. Instead, before it's $89.95, commence this month of October, the price for the plan of 100 and b p s went to $105. The reason why your bill refutes that amount. No. Your plan your plan when you sign up is 100 MBPS.\n\nDuring that time, the price for this plan is only $89.95. Reason why last month, September, you only paid $89.95. However, this month onwards, the price changed. It went up high. From $89.95, it went to $105.\n\nYeah. Linhau Pass Linhaufas 100 MBPS, when you sign up, it's $89.95. So right now, there are some price increase. You know price increase, it it changed. It went up high.\n\nIt's the same MBPS, the same plan, but the price went high. Yeah. So $89.95... From $89.95, it went to $105. Because...\n\nYeah. We're also dependent on the pricing set by the network provider, which is Linham, for your service. As long as there is remain a change, we can keep our customer price fixed. However, when the network provider increase their rate... Their prices, we unfortunately also need to adjust our pricing accordingly.\n\nThis is necessary to ensure that we can continue to sustain the service for our customers while keeping the business operational and viable. Reason why from this month, October, the plan for your service, which is 100 b p s, will be $105 because it's increased. It went half high. Sorry. What's that again?\n\nYou're you're asking what is the name of your plan? Okay. Yeah. Let me go ahead and reply to you. Okay?\n\nOne moment here. Thank you. Let me just check here again. Thank you so much for patiently waiting, miss Miss Hi. I do see it here.\n\nAs per your invoiced account, the description of your plan is Linham 100 slash 20 MBPS. That's your current plan for the subscription. Because you're seeing too, Linham 100 MBPS or Linham family plan. It's just the same. Yeah.\n\nLindholm Family Plan, 100 MBPS. Miss miss, I really would love to capture what your questions and what you're trying to say, but I would love to let you know your line is cutting in and out. Are you on a speakerphone? Because some of the words you're saying is cutting in and out, so I'm not able to capture the full signature, trying to save. Your line is cutting in and out.\n\nYeah. I'm still on the line. I can hear you, but it... Line is cutting in and out on my end. Okay.\n\nThis is much better. Thank you. Okay. Thank you so much for helping her. To whom am I speaking with?\n\nOkay. Okay. Okay. Thank you so much for that clarification. I can hear you clearly now.\n\nSo, yeah, that is correct. The plan is just the same, 100 and b p s, which is $100. And then you are saying the amount showing from the invoice is $105, and she would like to correct this. Okay? We will not do a refund because miss Ho doesn't...\n\nDid not pay this yet. Okay? I will correct the invoice. K? It's not yet been paid.\n\nSo we don't... We we don't have any amount to refund her. We will correct it. In that way, once she once she paid, it will be a $100. Okay.\n\nMhmm. Yeah. Yeah. That's that's what I said. I will...\n\nYeah. Yeah. That's what I said. I will modify, change the invoice. Then if today, what you receive is the invoice of $105.\n\nSo what I'm going to do is to correct or change... Update this on my end, and then I will resend to her the correct one reflecting the $100. Go ahead. Oh, the check... The keypad.\n\nSo, basically, here's how it works in reference to changing plan, upgrade, or downgrade. Okay. So better to change the plan, either it's down... Downgrade or upgrade to the cheapest one or to the highest one every first of each month. So if miss Ho would like to change her plan to the lowest one we have, which is the $95, better to do it next month because in that way, she don't need to pay double.\n\nBecause today, the invoice has been generated because this specific Plant 100 and BBS is activated to the network, and we already paid this as well in advance. So if we change it, we need to reorder a new one. So that considered a new order, we will be charged by the network. The reason why, we have to charge her. So for her to avoid paying two plans because of the change or upgrade, better to do it next month if she would like to transition the lowest or cheapest plan for Dinham.\n\nIt will commence on November 1. So by November 1, instead of preceding the $100 invoice, it will be $95, and it will change to 50 mbps. Yeah. Before the end of the month. Yes.\n\nNext month. Yes. Correct. Yeah. Actually, if it...\n\nYeah. That's... Actually, since I have you on the line, I can go ahead and take note. If she would like to change the plan by next month, I can take note of this. In that way, I can endorse it to our tech tech team.\n\nThey will process the change plan by next month. So next month, it will be notated on the account. And then once November 1 came and the email is generated, it shows the new plan, which is the 50 m p s $95. Yeah. Her plan.\n\nYeah. No. No. No option to change it on the app. Better to do it over the phone, and our tech rep will be the one process it to ensure it will be processed correctly.\n\nYeah. She do... To her order. There is an option to do it to the customer portal, but I believe the pricing from the customer portal is not yet updated. When you log in, right, miss Ho has an option to log in to the customer portal using the username and password.\n\nAnd then if you click for the services, you have an option to select and then order. But as far as I know, those prices are not up... Yet... Updated. So better to call and request it on our end just to make sure everything will be processed accordingly and correctly.\n\nSure. Go ahead, please. Yeah. I'm still on the line. Oh, okay.\n\nSure. That would be noted. I'll go ahead and give the service as it is. And then after this call, just advise her, check her email. I'll be resending the corrected invoice showing the $100 price.\n\nOkay? You're welcome. I appreciate your time and help. You do have a great day. If you have further questions, just call us back.\n\nOkay? We're happy to assist. Alright. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"neutral","sentiment_score":0.24843867123126984},{"text":"Good afternoon.","start":1.04,"end":1.68,"sentiment":"positive","sentiment_score":0.4259239435195923},{"text":"This is here at all accounts.","start":1.68,"end":2.96,"sentiment":"positive","sentiment_score":0.42471342782179516},{"text":"How may I help you today?","start":2.96,"end":4.26,"sentiment":"positive","sentiment_score":0.4387486974398295},{"text":"Oh, thank you so much for giving us a call.","start":29.83,"end":32.07,"sentiment":"positive","sentiment_score":0.432134684920311}],"sentiment":"positive","sentiment_score":0.4240962463617325,"num_words":25,"start":0.71999997,"end":32.07},{"sentences":[{"text":"I would love to review the account.","start":32.07,"end":34.01,"sentiment":"positive","sentiment_score":0.4174002579280308},{"text":"And you're saying you're calling in behalf of the account owner?","start":34.39,"end":39.45,"sentiment":"neutral","sentiment_score":0.09337836571715095},{"text":"What?","start":41.510002,"end":41.955,"sentiment":"neutral","sentiment_score":0.019279133528470993},{"text":"Oh, perfect.","start":42.515003,"end":43.415,"sentiment":"neutral","sentiment_score":0.26793718338012695},{"text":"Thank you.","start":43.475002,"end":43.955,"sentiment":"neutral","sentiment_score":0.31080472469329834}],"sentiment":"neutral","sentiment_score":0.2228576860026173,"num_words":23,"start":32.07,"end":43.955},{"sentences":[{"text":"May I have your full name, please?","start":43.955,"end":45.735,"sentiment":"neutral","sentiment_score":0.1375551958169256},{"text":"Mhmm.","start":49.875,"end":50.375,"sentiment":"neutral","sentiment_score":0.056907933205366135},{"text":"Thank you.","start":56.690002,"end":57.33,"sentiment":"positive","sentiment_score":0.35437193512916565},{"text":"Nice to have you on the line, miss Hall.","start":57.33,"end":59.59,"sentiment":"positive","sentiment_score":0.570948686864641},{"text":"And may I have your birthday, please?","start":59.73,"end":61.99,"sentiment":"neutral","sentiment_score":0.17385793370859964}],"sentiment":"neutral","sentiment_score":0.31092622661246705,"num_words":26,"start":43.955,"end":61.99},{"sentences":[{"text":"Thank you so much.","start":65.81,"end":66.95,"sentiment":"positive","sentiment_score":0.4637524038553238},{"text":"Just give me a minute while I place you on hold.","start":67.165,"end":69.485,"sentiment":"neutral","sentiment_score":0.15732179649851538},{"text":"Let me just go over to your account to sort this out and provide you some clarification.","start":69.485,"end":74.625,"sentiment":"neutral","sentiment_score":0.1041254903025487},{"text":"Okay?","start":74.924995,"end":75.424995,"sentiment":"neutral","sentiment_score":0.036203932017087936},{"text":"Alright.","start":77.564995,"end":78.045,"sentiment":"neutral","sentiment_score":0.05891447886824608}],"sentiment":"neutral","sentiment_score":0.1603176800862831,"num_words":34,"start":65.81,"end":78.045},{"sentences":[{"text":"Stay on the line, please.","start":78.045,"end":79.325,"sentiment":"neutral","sentiment_score":0.062047358602285385},{"text":"Thank you.","start":79.325,"end":80.064995,"sentiment":"neutral","sentiment_score":0.21625283360481262},{"text":"Thank you so much Hi, Neha.","start":147.75,"end":150.345,"sentiment":"neutral","sentiment_score":0.1981533095240593},{"text":"Thank you so much for staying the line.","start":150.345,"end":152.025,"sentiment":"neutral","sentiment_score":0.19477283768355846},{"text":"Can you hear me better?","start":152.025,"end":153.08499,"sentiment":"neutral","sentiment_score":0.0311672642827034}],"sentiment":"neutral","sentiment_score":0.14021851308643818,"num_words":26,"start":78.045,"end":153.08499},{"sentences":[{"text":"Okay.","start":154.825,"end":155.225,"sentiment":"neutral","sentiment_score":0.05297193676233291},{"text":"Thank you so much.","start":155.225,"end":156.105,"sentiment":"neutral","sentiment_score":0.14576683193445206},{"text":"So upon review, your service is under the Linham network.","start":156.105,"end":160.845,"sentiment":"neutral","sentiment_score":-0.009377729706466198},{"text":"Reason why your price is different...","start":161.69,"end":164.90999,"sentiment":"neutral","sentiment_score":-0.07873149091998737},{"text":"I get what you're saying because previously, your standard price for the plan that you have for your account is Linham 100 MBBS, which is the standard price of $89.95.","start":165.20999,"end":177.855,"sentiment":"neutral","sentiment_score":-0.03574033956974745}],"sentiment":"neutral","sentiment_score":-0.019653669905428793,"num_words":51,"start":154.825,"end":177.855},{"sentences":[{"text":"Right?","start":177.855,"end":178.355,"sentiment":"neutral","sentiment_score":-0.01974533125758171},{"text":"And then this month, you're you're still showing $105.","start":178.415,"end":182.83499,"sentiment":"neutral","sentiment_score":-0.06535088395078976},{"text":"That's your question.","start":183.455,"end":184.25499,"sentiment":"neutral","sentiment_score":-0.061952064434687294},{"text":"Is that correct?","start":184.25499,"end":185.075,"sentiment":"neutral","sentiment_score":-0.05461170276006063},{"text":"Why it show $105?","start":185.61499,"end":187.795,"sentiment":"neutral","sentiment_score":-0.08381776697933674}],"sentiment":"neutral","sentiment_score":-0.06464328281581402,"num_words":20,"start":177.855,"end":187.795},{"sentences":[{"text":"Okay.","start":189.375,"end":189.875,"sentiment":"neutral","sentiment_score":0.035645756870508194},{"text":"Yeah.","start":190.32999,"end":190.65,"sentiment":"neutral","sentiment_score":0.03315978869795799},{"text":"So if I'm too fast, just let me know.","start":190.65,"end":193.46999,"sentiment":"neutral","sentiment_score":-0.02792951547437244},{"text":"If you would like me to repeat what I said, let me know.","start":194.65,"end":197.31,"sentiment":"neutral","sentiment_score":0.11566333701977363},{"text":"I'll be happy to do that for you.","start":198.01,"end":199.37,"sentiment":"positive","sentiment_score":0.35916680097579956}],"sentiment":"neutral","sentiment_score":0.13107492798008025,"num_words":32,"start":189.375,"end":199.37},{"sentences":[{"text":"Okay?","start":199.37,"end":199.87,"sentiment":"neutral","sentiment_score":0.07260634750127792},{"text":"So, basically, upon reviewing your service under the Dinham network, which has recently increased its pricing to retail service providers like Urtell.","start":200.09,"end":210.015,"sentiment":"neutral","sentiment_score":-0.01613314646634866},{"text":"So as a result, we have to have an adjustment for the pricing.","start":210.31499,"end":215.135,"sentiment":"neutral","sentiment_score":-0.2646379115489813},{"text":"The reason why your same plan...","start":215.595,"end":217.75499,"sentiment":"neutral","sentiment_score":-0.13756654784083366},{"text":"Your plan does not change.","start":217.75499,"end":219.355,"sentiment":"negative","sentiment_score":-0.3754508674144745}],"sentiment":"neutral","sentiment_score":-0.13670785848962816,"num_words":47,"start":199.37,"end":219.355},{"sentences":[{"text":"It's still the same, 100 and b p s, but, there is, like, a price increase.","start":219.355,"end":224.76999,"sentiment":"neutral","sentiment_score":-0.3096074378117919},{"text":"Instead, before it's $89.95, commence this month of October, the price for the plan of 100 and b p s went to $105.","start":224.83,"end":235.31,"sentiment":"neutral","sentiment_score":-0.282628147498421},{"text":"The reason why your bill refutes that amount.","start":235.31,"end":238.285,"sentiment":"negative","sentiment_score":-0.5702467560768127},{"text":"No.","start":252.88,"end":253.2,"sentiment":"neutral","sentiment_score":-0.10916510224342346},{"text":"Your plan your plan when you sign up is 100 MBPS.","start":253.2,"end":259.3,"sentiment":"neutral","sentiment_score":-0.08142993768507784}],"sentiment":"neutral","sentiment_score":-0.28849211631942606,"num_words":59,"start":219.355,"end":259.3},{"sentences":[{"text":"During that time, the price for this plan is only $89.95.","start":260.8,"end":267.585,"sentiment":"neutral","sentiment_score":-0.1480653021823276},{"text":"Reason why last month, September, you only paid $89.95.","start":267.745,"end":272.88498,"sentiment":"neutral","sentiment_score":-0.17400962114334106},{"text":"However, this month onwards, the price changed.","start":273.10498,"end":277.205,"sentiment":"neutral","sentiment_score":-0.227079268012728},{"text":"It went up high.","start":277.585,"end":279.125,"sentiment":"neutral","sentiment_score":-0.21874135360121727},{"text":"From $89.95, it went to $105.","start":279.425,"end":283.365,"sentiment":"neutral","sentiment_score":-0.11630381395419438}],"sentiment":"neutral","sentiment_score":-0.17181481320310282,"num_words":37,"start":260.8,"end":283.365},{"sentences":[{"text":"Yeah.","start":306.22498,"end":306.72498,"sentiment":"neutral","sentiment_score":-0.014494550414383411},{"text":"Linhau Pass Linhaufas 100 MBPS, when you sign up, it's $89.95.","start":306.94498,"end":314.34,"sentiment":"neutral","sentiment_score":-0.050498462874781},{"text":"So right now, there are some price increase.","start":314.34,"end":316.82,"sentiment":"neutral","sentiment_score":-0.2263952437788248},{"text":"You know price increase, it it changed.","start":316.82,"end":319.4,"sentiment":"neutral","sentiment_score":-0.1664381197520665},{"text":"It went up high.","start":319.78,"end":321.165,"sentiment":"neutral","sentiment_score":-0.1526385433971882}],"sentiment":"neutral","sentiment_score":-0.13408905174583197,"num_words":31,"start":306.22498,"end":321.165},{"sentences":[{"text":"It's the same MBPS, the same plan, but the price went high.","start":321.245,"end":326.385,"sentiment":"neutral","sentiment_score":-0.13560490434368452},{"text":"Yeah.","start":329.885,"end":330.385,"sentiment":"neutral","sentiment_score":-0.03969147056341171},{"text":"So $89.95...","start":330.845,"end":332.70502,"sentiment":"neutral","sentiment_score":-0.035488901659846306},{"text":"From $89.95, it went to $105.","start":333.005,"end":336.70502,"sentiment":"neutral","sentiment_score":-0.0698647927492857},{"text":"Because...","start":340.94998,"end":341.18997,"sentiment":"neutral","sentiment_score":-0.0439867228269577}],"sentiment":"neutral","sentiment_score":-0.10005016387863593,"num_words":22,"start":321.245,"end":341.18997},{"sentences":[{"text":"Yeah.","start":341.18997,"end":341.34998,"sentiment":"neutral","sentiment_score":-0.08622635900974274},{"text":"We're also dependent on the pricing set by the network provider, which is Linham, for your service.","start":341.34998,"end":347.93,"sentiment":"neutral","sentiment_score":-0.15334753867457895},{"text":"As long as there is remain a change, we can keep our customer price fixed.","start":348.38998,"end":352.975,"sentiment":"neutral","sentiment_score":-0.1138567899664243},{"text":"However, when the network provider increase their rate...","start":352.975,"end":356.255,"sentiment":"neutral","sentiment_score":-0.15806001238524914},{"text":"Their prices, we unfortunately also need to adjust our pricing accordingly.","start":356.255,"end":361.555,"sentiment":"negative","sentiment_score":-0.5554160231893713}],"sentiment":"neutral","sentiment_score":-0.2264431292334428,"num_words":52,"start":341.18997,"end":361.555},{"sentences":[{"text":"This is necessary to ensure that we can continue to sustain the service for our customers while keeping the business operational and viable.","start":362.335,"end":369.93,"sentiment":"neutral","sentiment_score":-0.08451397004334824},{"text":"Reason why from this month, October, the plan for your service, which is 100 b p s, will be $105 because it's increased.","start":370.15,"end":381.93,"sentiment":"neutral","sentiment_score":-0.049250299556423786},{"text":"It went half high.","start":382.005,"end":391.225,"sentiment":"neutral","sentiment_score":-0.022163225570693612},{"text":"Sorry.","start":391.685,"end":391.92502,"sentiment":"neutral","sentiment_score":-0.04560749232769013},{"text":"What's that again?","start":391.92502,"end":392.905,"sentiment":"neutral","sentiment_score":-0.03848000740011533}],"sentiment":"neutral","sentiment_score":-0.06159775217788087,"num_words":54,"start":362.335,"end":392.905},{"sentences":[{"text":"You're you're asking what is the name of your plan?","start":413.195,"end":417.695,"sentiment":"neutral","sentiment_score":-0.008398982556536793},{"text":"Okay.","start":419.435,"end":419.935,"sentiment":"neutral","sentiment_score":0.015811368823051453},{"text":"Yeah.","start":420.315,"end":420.635,"sentiment":"neutral","sentiment_score":0.025898780673742294},{"text":"Let me go ahead and reply to you.","start":420.635,"end":422.635,"sentiment":"neutral","sentiment_score":0.046031932113692164},{"text":"Okay?","start":422.635,"end":423.135,"sentiment":"neutral","sentiment_score":0.03609335422515869}],"sentiment":"neutral","sentiment_score":0.01724138738410104,"num_words":21,"start":413.195,"end":423.135},{"sentences":[{"text":"One moment here.","start":423.195,"end":424.32,"sentiment":"neutral","sentiment_score":0.06072929998238882},{"text":"Thank you.","start":425.76,"end":426.58002,"sentiment":"positive","sentiment_score":0.34051431715488434},{"text":"Let me just check here again.","start":426.64,"end":428.18,"sentiment":"neutral","sentiment_score":0.16312738880515099},{"text":"Thank you so much for patiently waiting, miss Miss Hi.","start":625.25,"end":629.65,"sentiment":"positive","sentiment_score":0.45301791131496427},{"text":"I do see it here.","start":629.65,"end":630.85004,"sentiment":"neutral","sentiment_score":0.1754081904888153}],"sentiment":"neutral","sentiment_score":0.2788154204877523,"num_words":26,"start":423.195,"end":630.85004},{"sentences":[{"text":"As per your invoiced account, the description of your plan is Linham 100 slash 20 MBPS.","start":630.85004,"end":638.925,"sentiment":"neutral","sentiment_score":0.04670783400069922},{"text":"That's your current plan for the subscription.","start":640.185,"end":642.445,"sentiment":"neutral","sentiment_score":0.022780886186020716},{"text":"Because you're seeing too, Linham 100 MBPS or Linham family plan.","start":643.385,"end":648.185,"sentiment":"neutral","sentiment_score":0.025578771294517952},{"text":"It's just the same.","start":648.185,"end":649.565,"sentiment":"neutral","sentiment_score":0.027773626148700714},{"text":"Yeah.","start":655.38,"end":655.88,"sentiment":"neutral","sentiment_score":0.02737141028046608}],"sentiment":"neutral","sentiment_score":0.03401599862636664,"num_words":39,"start":630.85004,"end":655.88},{"sentences":[{"text":"Lindholm Family Plan, 100 MBPS.","start":656.02,"end":658.76,"sentiment":"neutral","sentiment_score":0.025648262351751328},{"text":"Miss miss, I really would love to capture what your questions and what you're trying to say, but I would love to let you know your line is cutting in and out.","start":665.595,"end":675.115,"sentiment":"neutral","sentiment_score":-0.008808035170659423},{"text":"Are you on a speakerphone?","start":675.115,"end":676.095,"sentiment":"neutral","sentiment_score":-0.10847201347351074},{"text":"Because some of the words you're saying is cutting in and out, so I'm not able to capture the full signature, trying to save.","start":677.035,"end":684.66003,"sentiment":"neutral","sentiment_score":-0.2584774891535441},{"text":"Your line is cutting in and out.","start":686.0,"end":687.86005,"sentiment":"neutral","sentiment_score":-0.3154386579990387}],"sentiment":"neutral","sentiment_score":-0.12476035927052367,"num_words":73,"start":656.02,"end":687.86005},{"sentences":[{"text":"Yeah.","start":700.505,"end":700.825,"sentiment":"neutral","sentiment_score":-0.08164574205875397},{"text":"I'm still on the line.","start":700.825,"end":702.045,"sentiment":"neutral","sentiment_score":-0.08439792692661285},{"text":"I can hear you, but it...","start":703.32,"end":704.52,"sentiment":"neutral","sentiment_score":-0.0767881212135156},{"text":"Line is cutting in and out on my end.","start":704.52,"end":707.34,"sentiment":"neutral","sentiment_score":-0.09938263272245725},{"text":"Okay.","start":711.48004,"end":711.72003,"sentiment":"neutral","sentiment_score":0.050569068640470505}],"sentiment":"neutral","sentiment_score":-0.08219266953793439,"num_words":22,"start":700.505,"end":711.72003},{"sentences":[{"text":"This is much better.","start":711.72003,"end":712.84,"sentiment":"neutral","sentiment_score":0.18192452192306519},{"text":"Thank you.","start":712.84,"end":713.58,"sentiment":"positive","sentiment_score":0.3425552248954773},{"text":"Okay.","start":728.325,"end":728.80505,"sentiment":"neutral","sentiment_score":0.22483596205711365},{"text":"Thank you so much for helping her.","start":728.80505,"end":730.48505,"sentiment":"positive","sentiment_score":0.46031905497823444},{"text":"To whom am I speaking with?","start":730.48505,"end":732.025,"sentiment":"neutral","sentiment_score":0.029638330762585003}],"sentiment":"neutral","sentiment_score":0.251885393448174,"num_words":20,"start":711.72003,"end":732.025},{"sentences":[{"text":"Okay.","start":735.59,"end":736.09,"sentiment":"neutral","sentiment_score":-0.04697108268737793},{"text":"Okay.","start":746.145,"end":746.645,"sentiment":"neutral","sentiment_score":-0.020291337743401527},{"text":"Okay.","start":755.745,"end":756.145,"sentiment":"neutral","sentiment_score":0.058495912700891495},{"text":"Thank you so much for that clarification.","start":756.145,"end":758.005,"sentiment":"positive","sentiment_score":0.4399125576019287},{"text":"I can hear you clearly now.","start":758.305,"end":760.245,"sentiment":"positive","sentiment_score":0.3734098623196284}],"sentiment":"neutral","sentiment_score":0.33194253558758646,"num_words":16,"start":735.59,"end":760.245},{"sentences":[{"text":"So, yeah, that is correct.","start":760.6,"end":762.14,"sentiment":"neutral","sentiment_score":0.19580032378435136},{"text":"The plan is just the same, 100 and b p s, which is $100.","start":762.28,"end":767.48,"sentiment":"neutral","sentiment_score":0.032366560505969186},{"text":"And then you are saying the amount showing from the invoice is $105, and she would like to correct this.","start":767.48,"end":776.755,"sentiment":"neutral","sentiment_score":0.0030731290578842165},{"text":"Okay?","start":776.755,"end":777.235,"sentiment":"neutral","sentiment_score":-0.033886563032865524},{"text":"We will not do a refund because miss Ho doesn't...","start":777.235,"end":780.455,"sentiment":"negative","sentiment_score":-0.33438047468662263}],"sentiment":"neutral","sentiment_score":-0.03768190525472164,"num_words":50,"start":760.6,"end":780.455},{"sentences":[{"text":"Did not pay this yet.","start":780.755,"end":781.795,"sentiment":"neutral","sentiment_score":-0.2621780663728714},{"text":"Okay?","start":781.795,"end":782.195,"sentiment":"neutral","sentiment_score":-0.08502846211194992},{"text":"I will correct the invoice.","start":782.195,"end":783.735,"sentiment":"neutral","sentiment_score":-0.05874282643198967},{"text":"K?","start":783.955,"end":784.115,"sentiment":"neutral","sentiment_score":-0.05087348073720932},{"text":"It's not yet been paid.","start":784.115,"end":785.235,"sentiment":"neutral","sentiment_score":-0.117534601688385}],"sentiment":"neutral","sentiment_score":-0.13695173031266997,"num_words":17,"start":780.755,"end":785.235},{"sentences":[{"text":"So we don't...","start":785.235,"end":786.055,"sentiment":"neutral","sentiment_score":-0.08939815312623978},{"text":"We we don't have any amount to refund her.","start":786.195,"end":789.235,"sentiment":"neutral","sentiment_score":-0.21860089401404062},{"text":"We will correct it.","start":789.235,"end":790.23,"sentiment":"neutral","sentiment_score":-0.12198562733829021},{"text":"In that way, once she once she paid, it will be a $100.","start":790.31,"end":794.73,"sentiment":"neutral","sentiment_score":-0.04527592143187156},{"text":"Okay.","start":796.70996,"end":797.20996,"sentiment":"neutral","sentiment_score":-0.04408146813511848}],"sentiment":"neutral","sentiment_score":-0.11187378205358982,"num_words":30,"start":785.235,"end":797.20996},{"sentences":[{"text":"Mhmm.","start":804.55,"end":804.87,"sentiment":"neutral","sentiment_score":-0.02567448280751705},{"text":"Yeah.","start":804.87,"end":805.19,"sentiment":"neutral","sentiment_score":-0.007966380566358566},{"text":"Yeah.","start":805.19,"end":805.43,"sentiment":"neutral","sentiment_score":-0.0033612698316574097},{"text":"That's that's what I said.","start":805.43,"end":807.015,"sentiment":"neutral","sentiment_score":-0.02330471370369196},{"text":"I will...","start":807.015,"end":807.755,"sentiment":"neutral","sentiment_score":-0.02692658267915249}],"sentiment":"neutral","sentiment_score":-0.02073788670822978,"num_words":10,"start":804.55,"end":807.755},{"sentences":[{"text":"Yeah.","start":808.135,"end":808.375,"sentiment":"neutral","sentiment_score":-0.0012107789516448977},{"text":"Yeah.","start":808.375,"end":808.855,"sentiment":"neutral","sentiment_score":-0.0009705405682325364},{"text":"That's what I said.","start":808.855,"end":809.815,"sentiment":"neutral","sentiment_score":-0.0086312570492737},{"text":"I will modify, change the invoice.","start":809.815,"end":813.275,"sentiment":"neutral","sentiment_score":0.0001862461989124616},{"text":"Then if today, what you receive is the invoice of $105.","start":813.815,"end":817.815,"sentiment":"neutral","sentiment_score":-0.018969498744065113}],"sentiment":"neutral","sentiment_score":-0.010619711161226682,"num_words":23,"start":808.135,"end":817.815},{"sentences":[{"text":"So what I'm going to do is to correct or change...","start":817.815,"end":821.53,"sentiment":"neutral","sentiment_score":-0.009123560887846079},{"text":"Update this on my end, and then I will resend to her the correct one reflecting the $100.","start":821.67004,"end":828.73004,"sentiment":"neutral","sentiment_score":0.027167623448703025},{"text":"Go ahead.","start":832.23004,"end":832.97003,"sentiment":"neutral","sentiment_score":0.005525750108063221},{"text":"Oh, the check...","start":851.86005,"end":852.9,"sentiment":"neutral","sentiment_score":0.003401809527228276},{"text":"The keypad.","start":852.9,"end":853.38,"sentiment":"neutral","sentiment_score":0.009576043114066124}],"sentiment":"neutral","sentiment_score":0.011918529648230307,"num_words":36,"start":817.815,"end":853.38},{"sentences":[{"text":"So, basically, here's how it works in reference to changing plan, upgrade, or downgrade.","start":853.38,"end":859.0,"sentiment":"neutral","sentiment_score":0.046431944239884615},{"text":"Okay.","start":859.30005,"end":859.78,"sentiment":"neutral","sentiment_score":0.13962775468826294},{"text":"So better to change the plan, either it's down...","start":859.78,"end":863.755,"sentiment":"neutral","sentiment_score":0.14899442427688175},{"text":"Downgrade or upgrade to the cheapest one or to the highest one every first of each month.","start":863.755,"end":869.775,"sentiment":"neutral","sentiment_score":0.14622411504387856},{"text":"So if miss Ho would like to change her plan to the lowest one we have, which is the $95, better to do it next month because in that way, she don't need to pay double.","start":869.91504,"end":883.03,"sentiment":"neutral","sentiment_score":0.20577051987250647}],"sentiment":"neutral","sentiment_score":0.15615809693110067,"num_words":77,"start":853.38,"end":883.03},{"sentences":[{"text":"Because today, the invoice has been generated because this specific Plant 100 and BBS is activated to the network, and we already paid this as well in advance.","start":883.03,"end":893.695,"sentiment":"neutral","sentiment_score":0.21183150926870958},{"text":"So if we change it, we need to reorder a new one.","start":894.155,"end":897.515,"sentiment":"neutral","sentiment_score":-0.0507975947111845},{"text":"So that considered a new order, we will be charged by the network.","start":897.515,"end":901.67,"sentiment":"neutral","sentiment_score":-0.17403479092396223},{"text":"The reason why, we have to charge her.","start":901.73,"end":904.23,"sentiment":"neutral","sentiment_score":-0.27321906946599483},{"text":"So for her to avoid paying two plans because of the change or upgrade, better to do it next month if she would like to transition the lowest or cheapest plan for Dinham.","start":904.44995,"end":917.375,"sentiment":"neutral","sentiment_score":-0.03602591969750144}],"sentiment":"neutral","sentiment_score":-0.003354777284759156,"num_words":94,"start":883.03,"end":917.375},{"sentences":[{"text":"It will commence on November 1.","start":917.835,"end":919.755,"sentiment":"neutral","sentiment_score":0.0528038510431846},{"text":"So by November 1, instead of preceding the $100 invoice, it will be $95, and it will change to 50 mbps.","start":919.755,"end":927.855,"sentiment":"neutral","sentiment_score":0.029359189261283194},{"text":"Yeah.","start":936.0,"end":936.5,"sentiment":"neutral","sentiment_score":0.004589924588799477},{"text":"Before the end of the 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it...","start":950.26495,"end":951.225,"sentiment":"neutral","sentiment_score":-0.0003418068711956342}],"sentiment":"neutral","sentiment_score":0.013633780064992607,"num_words":8,"start":945.305,"end":951.225},{"sentences":[{"text":"Yeah.","start":951.225,"end":951.46497,"sentiment":"neutral","sentiment_score":0.01288733072578907},{"text":"That's...","start":951.46497,"end":951.96497,"sentiment":"neutral","sentiment_score":0.005340009927749634},{"text":"Actually, since I have you on the line, I can go ahead and take note.","start":952.02496,"end":955.14496,"sentiment":"neutral","sentiment_score":0.08261138200759888},{"text":"If she would like to change the plan by next month, I can take note of this.","start":955.14496,"end":959.34,"sentiment":"neutral","sentiment_score":0.119696063153884},{"text":"In that way, I can endorse it to our tech tech team.","start":959.5,"end":963.12006,"sentiment":"neutral","sentiment_score":0.1784824294348558}],"sentiment":"neutral","sentiment_score":0.11813087603482215,"num_words":46,"start":951.225,"end":963.12006},{"sentences":[{"text":"They will process the change plan by next month.","start":963.18005,"end":967.34,"sentiment":"neutral","sentiment_score":0.16935243209203085},{"text":"So next month, it will be notated on the account.","start":967.34,"end":969.9,"sentiment":"neutral","sentiment_score":0.138506743311882},{"text":"And then once November 1 came and the email is generated, it shows the new plan, which is the 50 m p s $95.","start":969.9,"end":977.765,"sentiment":"neutral","sentiment_score":0.12283123315622409},{"text":"Yeah.","start":986.385,"end":986.625,"sentiment":"neutral","sentiment_score":0.04440516605973244},{"text":"Her 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password.","start":1026.07,"end":1032.235,"sentiment":"neutral","sentiment_score":0.01599639349363067}],"sentiment":"neutral","sentiment_score":-0.00969900257097414,"num_words":52,"start":1000.22,"end":1032.235},{"sentences":[{"text":"And then if you click for the services, you have an option to select and then order.","start":1032.235,"end":1036.735,"sentiment":"neutral","sentiment_score":0.005037121858228655},{"text":"But as far as I know, those prices are not up...","start":1037.115,"end":1040.5549,"sentiment":"neutral","sentiment_score":-0.10482099787755446},{"text":"Yet...","start":1040.5549,"end":1040.955,"sentiment":"neutral","sentiment_score":-0.03339309245347977},{"text":"Updated.","start":1040.955,"end":1041.21,"sentiment":"neutral","sentiment_score":-0.05296640843153},{"text":"So better to call and request it on our end just to make sure everything will be processed accordingly and correctly.","start":1041.61,"end":1048.51,"sentiment":"neutral","sentiment_score":0.0031868918311028253}],"sentiment":"neutral","sentiment_score":-0.021310483872452202,"num_words":51,"start":1032.235,"end":1048.51},{"sentences":[{"text":"Sure.","start":1052.6499,"end":1053.0499,"sentiment":"neutral","sentiment_score":0.02151697501540184},{"text":"Go ahead, please.","start":1053.0499,"end":1054.11,"sentiment":"neutral","sentiment_score":0.031105446939667065},{"text":"Yeah.","start":1144.755,"end":1145.155,"sentiment":"neutral","sentiment_score":-0.02158396691083908},{"text":"I'm still on the line.","start":1145.155,"end":1146.295,"sentiment":"neutral","sentiment_score":-0.003967930749058724},{"text":"Oh, okay.","start":1160.83,"end":1163.145,"sentiment":"neutral","sentiment_score":-0.049530996009707465}],"sentiment":"neutral","sentiment_score":-0.002137691403428716,"num_words":12,"start":1052.6499,"end":1163.145},{"sentences":[{"text":"Sure.","start":1163.365,"end":1163.765,"sentiment":"neutral","sentiment_score":0.06914478540420532},{"text":"That would be noted.","start":1163.765,"end":1165.125,"sentiment":"neutral","sentiment_score":0.10614947229623795},{"text":"I'll go ahead and give the service as it is.","start":1165.125,"end":1168.725,"sentiment":"neutral","sentiment_score":0.11319563165307045},{"text":"And then after this call, just advise her, check her email.","start":1168.725,"end":1173.545,"sentiment":"neutral","sentiment_score":0.05514634569937533},{"text":"I'll be resending the corrected invoice showing the $100 price.","start":1174.0901,"end":1180.01,"sentiment":"neutral","sentiment_score":0.04428611397743225}],"sentiment":"neutral","sentiment_score":0.07431027593298091,"num_words":36,"start":1163.365,"end":1180.01},{"sentences":[{"text":"Okay?","start":1180.01,"end":1180.51,"sentiment":"neutral","sentiment_score":0.0629914253950119},{"text":"You're welcome.","start":1183.53,"end":1184.3301,"sentiment":"positive","sentiment_score":0.5795820951461792},{"text":"I appreciate your time and help.","start":1184.3301,"end":1186.01,"sentiment":"positive","sentiment_score":0.7122274239857992},{"text":"You do have a great day.","start":1186.01,"end":1186.89,"sentiment":"positive","sentiment_score":0.7256589929262797},{"text":"If you have further questions, just call us back.","start":1186.89,"end":1189.7789,"sentiment":"neutral","sentiment_score":0.27504617472489673}],"sentiment":"positive","sentiment_score":0.5135370704034964,"num_words":24,"start":1180.01,"end":1189.7789},{"sentences":[{"text":"Okay?","start":1189.7789,"end":1190.0189,"sentiment":"neutral","sentiment_score":0.2670670747756958},{"text":"We're happy to assist.","start":1190.0189,"end":1191.1589,"sentiment":"positive","sentiment_score":0.7657462954521179},{"text":"Alright.","start":1192.419,"end":1192.8989,"sentiment":"positive","sentiment_score":0.6027283668518066},{"text":"Thank you.","start":1192.8989,"end":1193.459,"sentiment":"positive","sentiment_score":0.7253146469593048},{"text":"Bye bye.","start":1193.459,"end":1194.119,"sentiment":"neutral","sentiment_score":0.28081561625003815}],"sentiment":"positive","sentiment_score":0.594504114985466,"num_words":10,"start":1189.7789,"end":1194.119}]}}]},{"alternatives":[{"transcript":"Hi. How are you? Because before, my sister is... Tell for you about the land. I have the land in the Airtel. But for now, I see that it's it's a wrong one for the land because the land... I get a bill. That's a $105. But I see on my land, it's my land. That is just a 100. Yeah. Yes. I'm the owner. My full name is n g o c, and my employee, and my last name is Ho, h o. My birthday is Thursday of April. Yeah. K. Hello? Yeah. Yeah. Yeah. Yeah. Yeah. That's me. Yep. That's what I see on the plan. That's your lender, Lighthand. That's the that's the same same my lender. This is 100. Why why... For me, the 105, and my lender is 95. Right? My my lane is... Yeah. I know. But, you know, because I see on the on the email you... On the email, see on The US side, I see on your land, they they saw the one... They saw the land. They... You know, they have the land the land they say... Now you know the Family 100. Yeah? The Family 100. Is that a cost of 100? Okay. Now I just want know now on my lane... The name of on my lane. The name. What's the name of... On my land? Because you have the... Every land, you have the name. Alright? The family name, twenty five. The family name, the 50. Family name, 100. That's why I just I just want my land. Where where my land is the name? What... What's the name of my land? What's my land? Yeah. What's the name of my land? Okay. Okay. Yeah. That's a family 100. Right? Yes. Okay. Just the paper because why... This this month, I get the bill, the $105. Okay. Yeah. Okay. So how about me? Do you hear me clearly, ma'am? Okay. So the point is $100 is on the website, but she was charged 105. So that's the difference, and she want a a refund of $5. Yeah. Yes. So that's the problem. And I understand that the similar between the two lines, the one at the Overton and a a new one, other similar 100. So I understand that. And she wants a refund $5. So that's a different because on the website, it's 100. And in the invoice, it's $10.05. Yes. Yes. Oh, okay. Okay. Oh, okay. Oh, okay. So, ma'am, because I didn't know that she did not pay, so how about... Can you guys give her the correct invoice? How about that? The correct invoice at 100 dollars. Yeah. Yes. Okay. So I just have a quick question. So her due date is October 11. Yes. So if in the condition that she want to change the plan, that means that she wanted, like, to go down, like, to the 90 and, like, $95 a month. So... And then she will receive a different invoice. Is that correct, ma'am? Yes. Yes. Yeah. So... Okay. So you mean if she wanna change plans, you have... She have to change it in advance, like... Yeah. In advance, like... Yeah. So because the plan will be charged, like, in the beginning of the month. So if she wanna change, so she has to wait, like, until the end of this month to change it. Is that is that you mean? Okay. Okay. So so if she wanna change, is it... She can change via her account her account with you guys, yeah, on the app. Is that correct, ma'am? If she can oh, yeah. Because this morning because this morning, I I called the agent... One of you guys, and I asked her if she want to change the plan, can she change on the website or via her account? Because she had account with you guys. And she said, yes. She can she can change. Okay. Can I talk to her for a second? Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Hangout. No. Hangout. Excuse me? You're still there? Yeah. Yeah. Okay. Thank you for your patience. So she said she's happy with with the line. So can you please just, like, modify the one that, like, 100? And she happy to, like, keep the same line. She don't... She doesn't want the delivery. Yes. Yes. Okay. Thank you so much, ma'am. Okay. Thank you. Thank you for your time. Thank you. Yep. We hope, Jessica. 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How are you? Because before, my sister is... Tell for you about the land. I have the land in the Airtel.\n\nBut for now, I see that it's it's a wrong one for the land because the land... I get a bill. That's a $105. But I see on my land, it's my land. That is just a 100.\n\nYeah. Yes. I'm the owner. My full name is n g o c, and my employee, and my last name is Ho, h o. My birthday is Thursday of April.\n\nYeah. K. Hello? Yeah. Yeah.\n\nYeah. Yeah. Yeah. That's me. Yep.\n\nThat's what I see on the plan. That's your lender, Lighthand. That's the that's the same same my lender. This is 100. Why why...\n\nFor me, the 105, and my lender is 95. Right? My my lane is... Yeah. I know.\n\nBut, you know, because I see on the on the email you... On the email, see on The US side, I see on your land, they they saw the one... They saw the land. They... You know, they have the land the land they say...\n\nNow you know the Family 100. Yeah? The Family 100. Is that a cost of 100? Okay.\n\nNow I just want know now on my lane... The name of on my lane. The name. What's the name of... On my land?\n\nBecause you have the... Every land, you have the name. Alright? The family name, twenty five. The family name, the 50.\n\nFamily name, 100. That's why I just I just want my land. Where where my land is the name? What... What's the name of my land?\n\nWhat's my land? Yeah. What's the name of my land? Okay. Okay.\n\nYeah. That's a family 100. Right? Yes. Okay.\n\nJust the paper because why... This this month, I get the bill, the $105. Okay. Yeah. Okay.\n\nSo how about me? Do you hear me clearly, ma'am? Okay. So the point is $100 is on the website, but she was charged 105. So that's the difference, and she want a a refund of $5.\n\nYeah. Yes. So that's the problem. And I understand that the similar between the two lines, the one at the Overton and a a new one, other similar 100. So I understand that.\n\nAnd she wants a refund $5. So that's a different because on the website, it's 100. And in the invoice, it's $10.05. Yes. Yes.\n\nOh, okay. Okay. Oh, okay. Oh, okay. So, ma'am, because I didn't know that she did not pay, so how about...\n\nCan you guys give her the correct invoice? How about that? The correct invoice at 100 dollars. Yeah. Yes.\n\nOkay. So I just have a quick question. So her due date is October 11. Yes. So if in the condition that she want to change the plan, that means that she wanted, like, to go down, like, to the 90 and, like, $95 a month.\n\nSo... And then she will receive a different invoice. Is that correct, ma'am? Yes. Yes.\n\nYeah. So... Okay. So you mean if she wanna change plans, you have... She have to change it in advance, like...\n\nYeah. In advance, like... Yeah. So because the plan will be charged, like, in the beginning of the month. So if she wanna change, so she has to wait, like, until the end of this month to change it.\n\nIs that is that you mean? Okay. Okay. So so if she wanna change, is it... She can change via her account her account with you guys, yeah, on the app.\n\nIs that correct, ma'am? If she can oh, yeah. Because this morning because this morning, I I called the agent... One of you guys, and I asked her if she want to change the plan, can she change on the website or via her account? Because she had account with you guys.\n\nAnd she said, yes. She can she can change. Okay. Can I talk to her for a second? Okay.\n\nOkay. Okay. Okay. Okay. Okay.\n\nOkay. Okay. Hangout. No. Hangout.\n\nExcuse me? You're still there? Yeah. Yeah. Okay.\n\nThank you for your patience. So she said she's happy with with the line. So can you please just, like, modify the one that, like, 100? And she happy to, like, keep the same line. She don't...\n\nShe doesn't want the delivery. Yes. Yes. Okay. Thank you so much, ma'am.\n\nOkay. Thank you. Thank you for your time. Thank you. Yep.\n\nWe hope, Jessica. 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that, like, 100?","start":1153.13,"end":1157.47,"sentiment":"neutral","sentiment_score":0.06491012498736382},{"text":"And she happy to, like, keep the same line.","start":1157.705,"end":1160.185,"sentiment":"neutral","sentiment_score":0.08305932953953743},{"text":"She don't...","start":1160.185,"end":1160.665,"sentiment":"neutral","sentiment_score":-0.057267677038908005}],"sentiment":"neutral","sentiment_score":0.11200218899427233,"num_words":37,"start":1146.97,"end":1160.665},{"sentences":[{"text":"She doesn't want the delivery.","start":1160.665,"end":1162.045,"sentiment":"neutral","sentiment_score":-0.13281371146440507},{"text":"Yes.","start":1162.185,"end":1162.685,"sentiment":"neutral","sentiment_score":-0.011376062408089638},{"text":"Yes.","start":1169.145,"end":1169.645,"sentiment":"neutral","sentiment_score":0.05306873470544815},{"text":"Okay.","start":1180.8099,"end":1181.3099,"sentiment":"neutral","sentiment_score":0.14005011320114136},{"text":"Thank you so much, ma'am.","start":1181.37,"end":1182.75,"sentiment":"positive","sentiment_score":0.45650421977043154}],"sentiment":"neutral","sentiment_score":0.1384765636175871,"num_words":13,"start":1160.665,"end":1182.75},{"sentences":[{"text":"Okay.","start":1191.265,"end":1191.6649,"sentiment":"positive","sentiment_score":0.6129127144813538},{"text":"Thank you.","start":1191.6649,"end":1192.225,"sentiment":"positive","sentiment_score":0.7750853300094604},{"text":"Thank you for your time.","start":1192.225,"end":1193.1849,"sentiment":"positive","sentiment_score":0.7533504486083984},{"text":"Thank you.","start":1193.1849,"end":1193.585,"sentiment":"positive","sentiment_score":0.6596826910972595},{"text":"Yep.","start":1193.585,"end":1193.745,"sentiment":"positive","sentiment_score":0.33939242362976074}],"sentiment":"positive","sentiment_score":0.6898721293969587,"num_words":11,"start":1191.265,"end":1193.745},{"sentences":[{"text":"We hope, Jessica.","start":1193.745,"end":1194.385,"sentiment":"positive","sentiment_score":0.39375877380371094},{"text":"Thank you.","start":1194.385,"end":1195.205,"sentiment":"neutral","sentiment_score":0.3005603738129139}],"sentiment":"positive","sentiment_score":0.3564794138073921,"num_words":5,"start":1193.745,"end":1195.205}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. This is here at all accounts. How may I help you today?\n\nChannel 1: Hi. How are you? Because before, my sister is... Tell for you about the land. I have the land in the Airtel.\n\nBut for now, I see that it's it's a wrong one for the land because the land... I get a bill. That's a $105. But I see on my land, it's my land. That is just a 100.\n\nYeah.\n\nChannel 0: Oh, thank you so much for giving us a call. I would love to review the account. And you're saying you're calling in behalf of the account owner?\n\nChannel 1: Yes. I'm the\n\nChannel 0: What?\n\nChannel 1: owner.\n\nChannel 0: Oh, perfect. Thank you. May I have your full name, please?\n\nChannel 1: My full name is n g o c, and\n\nChannel 0: Mhmm.\n\nChannel 1: my employee, and my last name is Ho, h o.\n\nChannel 0: Thank you. Nice to have you on the line, miss Hall. And may I have your birthday, please?\n\nChannel 1: My birthday is Thursday of April.\n\nChannel 0: Thank you so much. Just give me a minute while I place you on hold. Let me just go over to your account to sort this out and provide you some clarification. Okay?\n\nChannel 1: Yeah.\n\nChannel 0: Alright. Stay\n\nChannel 1: K.\n\nChannel 0: on the line, please. Thank you. Thank you so much Hi, Neha.\n\nChannel 1: Hello?\n\nChannel 0: Thank you so much for staying the line. Can you hear me better?\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: Okay. Thank you so much. So upon review, your service is under the Linham network. Reason why your price is different... I get what you're saying because previously, your standard price for the plan that you have for your account is Linham 100 MBBS, which is the standard price of $89.95.\n\nRight? And then this month, you're you're still showing $105. That's your question. Is that correct? Why it show $105?\n\nChannel 1: Yeah. Yeah. Yeah. That's me.\n\nChannel 0: Okay.\n\nChannel 1: Yep.\n\nChannel 0: Yeah. So if I'm too fast, just let me know. If you would like me to repeat what I said, let me know. I'll be happy to do that for you. Okay?\n\nSo, basically, upon reviewing your service under the Dinham network, which has recently increased its pricing to retail service providers like Urtell. So as a result, we have to have an adjustment for the pricing. The reason why your same plan... Your plan does not change. It's still the same, 100 and b p s, but, there is, like, a price increase.\n\nInstead, before it's $89.95, commence this month of October, the price for the plan of 100 and b p s went to $105. The reason why your bill refutes that amount.\n\nChannel 1: That's what I see on the plan. That's your lender, Lighthand. That's the that's the same same my lender. This is 100. Why why...\n\nFor me, the 105, and my lender is 95. Right? My my\n\nChannel 0: No.\n\nChannel 1: lane\n\nChannel 0: Your plan your plan when you sign up is 100 MBPS. During that time, the price for this plan is\n\nChannel 1: is...\n\nChannel 0: only $89.95. Reason why last month, September, you only paid $89.95. However, this month onwards, the price changed. It went up high. From $89.95, it went to $105.\n\nChannel 1: Yeah. I know. But, you know, because I see on the on the email you... On the email, see on The US side, I see on your land, they they saw the one... They saw the land.\n\nThey... You know, they have the land the land they say... Now you know the Family 100. Yeah? The Family 100.\n\nChannel 0: Yeah.\n\nChannel 1: Is that a cost\n\nChannel 0: Linhau\n\nChannel 1: of 100?\n\nChannel 0: Pass Linhaufas 100 MBPS, when you sign up, it's $89.95. So right now, there are some price increase. You know price increase, it it changed. It went up high. It's the same MBPS, the same plan, but the price went high.\n\nYeah. So $89.95... From $89.95, it went to $105. Because... Yeah.\n\nWe're also dependent on the pricing set by the network provider, which is Linham, for your service. As long as there is remain a change, we can keep our customer price fixed. However, when the network provider increase their rate... Their prices, we unfortunately also need to adjust our pricing accordingly. This is necessary to ensure that we can continue to sustain the service for our customers while keeping the business operational and viable.\n\nReason why from this month, October, the plan for your service, which is 100 b p s, will be $105 because it's increased. It went half\n\nChannel 1: Okay. Now I just want know now on my lane... The name of on my lane.\n\nChannel 0: high. Sorry. What's that again?\n\nChannel 1: The name. What's the name of... On my land? Because you have the... Every land, you have the name.\n\nAlright? The family name, twenty five. The family name, the 50. Family name, 100. That's why I just I just want my land.\n\nWhere where my land is the name? What... What's the name of my land?\n\nChannel 0: You're you're asking what is the name of your\n\nChannel 1: What's\n\nChannel 0: plan?\n\nChannel 1: my land? Yeah. What's the name of my land?\n\nChannel 0: Okay. Yeah. Let me go ahead and reply to you. Okay? One moment here.\n\nThank you. Let me just check here again. Thank you so much for patiently waiting, miss Miss Hi. I do see it here. As per your invoiced account, the description of your plan is Linham 100 slash 20 MBPS.\n\nThat's\n\nChannel 1: Okay.\n\nChannel 0: your current plan for the subscription. Because you're seeing too, Linham 100 MBPS or Linham family plan. It's just the same.\n\nChannel 1: Okay. Yeah. That's a family 100. Right?\n\nChannel 0: Yeah. Lindholm\n\nChannel 1: Yes.\n\nChannel 0: Family Plan, 100 MBPS.\n\nChannel 1: Okay. Just the paper because why... This this month, I get the bill, the $105.\n\nChannel 0: Miss miss, I really would love to capture what your questions and what you're trying to say, but I would love to let you know your line is cutting in and out. Are you on a speakerphone? Because some of the words you're saying is cutting in and out, so I'm not able to capture the full signature, trying to save. Your line is cutting in and out. Yeah.\n\nI'm still on the line. I can hear you, but it... Line is cutting in and out\n\nChannel 1: Okay.\n\nChannel 0: on my\n\nChannel 1: Yeah.\n\nChannel 0: end.\n\nChannel 1: Okay. So how about me? Do you hear me clearly, ma'am?\n\nChannel 0: Okay. This is much better. Thank you.\n\nChannel 1: Okay. So the point is $100 is on the website, but she was charged 105. So that's the difference, and she want a a refund of $5.\n\nChannel 0: Okay. Thank you so\n\nChannel 1: Yeah.\n\nChannel 0: much for helping her. To whom am I speaking with?\n\nChannel 1: Yes. So that's the problem. And I\n\nChannel 0: Okay.\n\nChannel 1: understand that the similar between the two lines, the one at the Overton and a a new one, other similar 100. So I understand that. And she wants a refund $5.\n\nChannel 0: Okay.\n\nChannel 1: So that's a different because on the website, it's 100. And in the invoice, it's $10.05.\n\nChannel 0: Okay. Thank you so much for that clarification. I can hear you clearly now. So,\n\nChannel 1: Yes.\n\nChannel 0: yeah, that is correct. The plan is just the same, 100 and b p s, which is $100. And then you are saying the amount showing from the invoice is\n\nChannel 1: Yes.\n\nChannel 0: $105, and she would like to correct this. Okay? We will not do a refund because miss Ho doesn't... Did not pay this yet. Okay?\n\nI will correct\n\nChannel 1: Oh,\n\nChannel 0: the\n\nChannel 1: okay.\n\nChannel 0: invoice. K? It's not yet\n\nChannel 1: Okay.\n\nChannel 0: been paid. So we don't... We we don't have any amount to refund her. We will correct it. In that way,\n\nChannel 1: Oh, okay.\n\nChannel 0: once she once she paid, it will be a $100.\n\nChannel 1: Oh, okay. So, ma'am,\n\nChannel 0: Okay.\n\nChannel 1: because I didn't know that she did not pay, so how about... Can you guys give her the correct invoice? How about that?\n\nChannel 0: Mhmm. Yeah. Yeah.\n\nChannel 1: The\n\nChannel 0: That's\n\nChannel 1: correct invoice\n\nChannel 0: that's what I\n\nChannel 1: at\n\nChannel 0: said.\n\nChannel 1: 100\n\nChannel 0: I will...\n\nChannel 1: dollars.\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: Yeah.\n\nChannel 0: That's what I said. I will modify, change\n\nChannel 1: Yes.\n\nChannel 0: the invoice. Then if today, what you receive is the invoice of $105. So what I'm going to do is to correct or change... Update this on my end, and then I will resend to her the correct one reflecting the $100.\n\nChannel 1: Okay. So I just have a quick question. So her\n\nChannel 0: Go ahead.\n\nChannel 1: due date is October 11. Yes. So if in the condition that she want to change the plan, that means that she wanted, like, to go down, like, to the 90 and, like, $95 a month. So... And then she will receive a different invoice.\n\nIs that correct, ma'am?\n\nChannel 0: Oh, the check... The keypad. So, basically, here's how it works in reference to changing plan, upgrade, or downgrade. Okay. So better to change the plan, either it's down...\n\nDowngrade or upgrade to the\n\nChannel 1: Yes.\n\nChannel 0: cheapest one or to the highest one\n\nChannel 1: Yes.\n\nChannel 0: every first of each month. So if miss Ho would like to change her plan to the lowest one we have, which is the $95, better to do it next month because in that way, she don't need to pay double. Because today, the invoice has been generated because this specific Plant 100 and BBS is activated to the network, and we already paid this as well in advance. So if we change it, we need to reorder a new one. So that considered a new order, we will be charged by the network.\n\nThe reason why, we have to charge her. So for her to avoid paying two plans because of the change or upgrade, better to do it next month if she would like to transition the lowest or cheapest plan for Dinham. It\n\nChannel 1: Yeah.\n\nChannel 0: will\n\nChannel 1: So...\n\nChannel 0: commence on November 1. So by November 1, instead of preceding the $100 invoice, it will be $95, and it will\n\nChannel 1: Okay.\n\nChannel 0: change to 50 mbps.\n\nChannel 1: So you mean if she wanna change plans, you have... She have to change it in advance, like...\n\nChannel 0: Yeah. Before\n\nChannel 1: Yeah.\n\nChannel 0: the\n\nChannel 1: In\n\nChannel 0: end\n\nChannel 1: advance,\n\nChannel 0: of the month.\n\nChannel 1: like... Yeah. So because the plan will be charged, like, in the beginning of the month. So if she wanna\n\nChannel 0: Yes.\n\nChannel 1: change, so she has to\n\nChannel 0: Next\n\nChannel 1: wait, like,\n\nChannel 0: month.\n\nChannel 1: until the end of this month to change\n\nChannel 0: Yes.\n\nChannel 1: it. Is that\n\nChannel 0: Correct. Yeah.\n\nChannel 1: is that\n\nChannel 0: Actually,\n\nChannel 1: you mean?\n\nChannel 0: if it... Yeah. That's... Actually, since I have you on the line, I can go ahead and take note. If she would like to change the plan by next month, I can take note of this.\n\nIn that way, I can endorse it to our tech tech team. They will process the change plan by next month. So next month,\n\nChannel 1: Okay.\n\nChannel 0: it will be notated on the account. And then once November 1 came and the email is generated, it shows the new plan, which is the 50 m p s $95.\n\nChannel 1: Okay. So so if she wanna change, is it... She can change via her account\n\nChannel 0: Yeah.\n\nChannel 1: her\n\nChannel 0: Her\n\nChannel 1: account\n\nChannel 0: plan.\n\nChannel 1: with you guys, yeah, on the app. Is that correct, ma'am?\n\nChannel 0: Yeah. No.\n\nChannel 1: If\n\nChannel 0: No.\n\nChannel 1: she can\n\nChannel 0: No option to change it on the app. Better to do it over the phone, and our tech rep will be the one process it to ensure it will be processed correctly. Yeah.\n\nChannel 1: oh,\n\nChannel 0: She\n\nChannel 1: yeah.\n\nChannel 0: do...\n\nChannel 1: Because\n\nChannel 0: To her\n\nChannel 1: this morning\n\nChannel 0: order.\n\nChannel 1: because this morning, I I called the agent... One of you guys, and I asked her if she want to change the plan, can she change on the website or via her account? Because she had account with you guys. And she said, yes. She can\n\nChannel 0: There\n\nChannel 1: she can\n\nChannel 0: is an\n\nChannel 1: change.\n\nChannel 0: option to do it to the customer portal, but I believe the pricing from the customer portal is not yet updated. When you log in, right, miss Ho has an option to log in to the customer portal using the username and password. And then if you click for the services, you have an option to select and then order. But as far as I know, those prices are not up... Yet...\n\nUpdated. So better to call and request it on our end just to make sure everything will be processed accordingly and correctly.\n\nChannel 1: Okay. Can I talk to her for a second?\n\nChannel 0: Sure.\n\nChannel 1: Okay.\n\nChannel 0: Go ahead, please.\n\nChannel 1: Okay. Okay. Okay. Okay. Okay.\n\nOkay. Okay. Hangout. No. Hangout.\n\nExcuse me? You're still there?\n\nChannel 0: Yeah. I'm still\n\nChannel 1: Yeah.\n\nChannel 0: on the\n\nChannel 1: Yeah.\n\nChannel 0: line.\n\nChannel 1: Okay. Thank you for your patience. So she said she's happy with with the line. So can you please just, like, modify the one that, like, 100? And she happy to, like, keep the same line.\n\nShe don't... She\n\nChannel 0: Oh,\n\nChannel 1: doesn't want the delivery. Yes.\n\nChannel 0: okay. Sure. That would be noted. I'll go ahead and give the service as it is. And then\n\nChannel 1: Yes.\n\nChannel 0: after this call, just advise her, check her email. I'll be resending the corrected invoice showing the $100 price. Okay?\n\nChannel 1: Okay. Thank you so much, ma'am.\n\nChannel 0: You're welcome. I appreciate your time and help. You do have a great day. If you have further questions, just call us back. Okay?\n\nWe're happy to assist.\n\nChannel 1: Okay. Thank you. Thank you\n\nChannel 0: Alright.\n\nChannel 1: for your time.\n\nChannel 0: Thank you.\n\nChannel 1: Thank you.\n\nChannel 0: Bye\n\nChannel 1: Yep.\n\nChannel 0: bye.\n\nChannel 1: We hope, Jessica. Thank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"neutral","sentiment_score":0.24843867123126984},{"text":"Good afternoon.","start":1.04,"end":1.68,"sentiment":"positive","sentiment_score":0.4259239435195923},{"text":"This is here at all accounts.","start":1.68,"end":2.96,"sentiment":"positive","sentiment_score":0.42471342782179516},{"text":"How may I help you today?","start":2.96,"end":4.26,"sentiment":"positive","sentiment_score":0.4387486974398295}],"sentiment":"positive","sentiment_score":0.4187372873226802,"channel":0,"num_words":15,"start":0.71999997,"end":4.26},{"sentences":[{"text":"Hi.","start":5.12,"end":5.44,"sentiment":"neutral","sentiment_score":0.0679391622543335},{"text":"How are you?","start":5.44,"end":6.2599998,"sentiment":"neutral","sentiment_score":0.06808365881443024},{"text":"Because before, my sister is...","start":7.52,"end":11.2,"sentiment":"neutral","sentiment_score":-0.025699295848608018},{"text":"Tell for you about the land.","start":11.2,"end":12.719999,"sentiment":"neutral","sentiment_score":-0.048349382976690926},{"text":"I have the land in the Airtel.","start":12.719999,"end":14.5,"sentiment":"neutral","sentiment_score":-0.05107680495296206}],"sentiment":"neutral","sentiment_score":-0.02290637604892254,"channel":1,"num_words":22,"start":5.12,"end":14.5},{"sentences":[{"text":"But for now, I see that it's it's a wrong one for the land because the land...","start":15.065,"end":20.425,"sentiment":"neutral","sentiment_score":-0.1700488995103275},{"text":"I get a bill.","start":20.425,"end":21.305,"sentiment":"neutral","sentiment_score":-0.1885872781276703},{"text":"That's a $105.","start":21.305,"end":23.064999,"sentiment":"neutral","sentiment_score":-0.1457576851050059},{"text":"But I see on my land, it's my land.","start":23.064999,"end":26.425,"sentiment":"neutral","sentiment_score":-0.11772849990261926},{"text":"That is just a 100.","start":26.425,"end":27.865,"sentiment":"neutral","sentiment_score":-0.10397048443555831}],"sentiment":"neutral","sentiment_score":-0.1489963784421745,"channel":1,"num_words":38,"start":15.065,"end":27.865},{"sentences":[{"text":"Yeah.","start":27.865,"end":28.2,"sentiment":"neutral","sentiment_score":0.011797206476330755}],"sentiment":"neutral","sentiment_score":0.011797206476330755,"channel":1,"num_words":1,"start":27.865,"end":28.2},{"sentences":[{"text":"Oh, thank you so much for giving us a call.","start":29.83,"end":32.07,"sentiment":"positive","sentiment_score":0.432134684920311},{"text":"I would love to review the account.","start":32.07,"end":34.01,"sentiment":"positive","sentiment_score":0.4174002579280308},{"text":"And you're saying you're calling in behalf of the account owner?","start":34.39,"end":39.45,"sentiment":"neutral","sentiment_score":0.09337836571715095}],"sentiment":"neutral","sentiment_score":0.2953682384852852,"channel":0,"num_words":28,"start":29.83,"end":39.45},{"sentences":[{"text":"Yes.","start":40.84,"end":41.24,"sentiment":"neutral","sentiment_score":0.03178315609693527},{"text":"I'm the","start":41.24,"end":41.64,"sentiment":"neutral","sentiment_score":0.018261656165122986}],"sentiment":"neutral","sentiment_score":0.022768822809060413,"channel":1,"num_words":3,"start":40.84,"end":41.64},{"sentences":[{"text":"What?","start":41.510002,"end":41.955,"sentiment":"neutral","sentiment_score":0.019279133528470993}],"sentiment":"neutral","sentiment_score":0.019279133528470993,"channel":0,"num_words":1,"start":41.510002,"end":41.955},{"sentences":[{"text":"owner.","start":41.64,"end":42.14,"sentiment":"neutral","sentiment_score":0.0384797602891922}],"sentiment":"neutral","sentiment_score":0.0384797602891922,"channel":1,"num_words":1,"start":41.64,"end":42.14},{"sentences":[{"text":"Oh, perfect.","start":42.515003,"end":43.415,"sentiment":"neutral","sentiment_score":0.26793718338012695},{"text":"Thank you.","start":43.475002,"end":43.955,"sentiment":"neutral","sentiment_score":0.31080472469329834},{"text":"May I have your full name, please?","start":43.955,"end":45.735,"sentiment":"neutral","sentiment_score":0.1375551958169256}],"sentiment":"neutral","sentiment_score":0.19276092607866635,"channel":0,"num_words":11,"start":42.515003,"end":45.735},{"sentences":[{"text":"My full name is n g o c, and","start":46.455,"end":50.055,"sentiment":"neutral","sentiment_score":0.04798813433282905}],"sentiment":"neutral","sentiment_score":0.04798813433282905,"channel":1,"num_words":9,"start":46.455,"end":50.055},{"sentences":[{"text":"Mhmm.","start":49.875,"end":50.375,"sentiment":"neutral","sentiment_score":0.056907933205366135}],"sentiment":"neutral","sentiment_score":0.056907933205366135,"channel":0,"num_words":1,"start":49.875,"end":50.375},{"sentences":[{"text":"my employee, and my last name is Ho, h o.","start":50.055,"end":55.515,"sentiment":"neutral","sentiment_score":0.06504738070070744}],"sentiment":"neutral","sentiment_score":0.06504738070070744,"channel":1,"num_words":10,"start":50.055,"end":55.515},{"sentences":[{"text":"Thank you.","start":56.690002,"end":57.33,"sentiment":"positive","sentiment_score":0.35437193512916565},{"text":"Nice to have you on the line, miss Hall.","start":57.33,"end":59.59,"sentiment":"positive","sentiment_score":0.570948686864641},{"text":"And may I have your birthday, please?","start":59.73,"end":61.99,"sentiment":"neutral","sentiment_score":0.17385793370859964}],"sentiment":"positive","sentiment_score":0.3924604215555721,"channel":0,"num_words":18,"start":56.690002,"end":61.99},{"sentences":[{"text":"My birthday is Thursday of April.","start":62.53,"end":64.79,"sentiment":"neutral","sentiment_score":0.042989974531034626}],"sentiment":"neutral","sentiment_score":0.042989974531034626,"channel":1,"num_words":6,"start":62.53,"end":64.79},{"sentences":[{"text":"Thank you so much.","start":65.81,"end":66.95,"sentiment":"positive","sentiment_score":0.4637524038553238},{"text":"Just give me a minute while I place you on hold.","start":67.165,"end":69.485,"sentiment":"neutral","sentiment_score":0.15732179649851538},{"text":"Let me just go over to your account to sort this out and provide you some clarification.","start":69.485,"end":74.625,"sentiment":"neutral","sentiment_score":0.1041254903025487},{"text":"Okay?","start":74.924995,"end":75.424995,"sentiment":"neutral","sentiment_score":0.036203932017087936}],"sentiment":"neutral","sentiment_score":0.16339050436561758,"channel":0,"num_words":33,"start":65.81,"end":75.424995},{"sentences":[{"text":"Yeah.","start":76.805,"end":77.305,"sentiment":"neutral","sentiment_score":0.02982485666871071}],"sentiment":"neutral","sentiment_score":0.02982485666871071,"channel":1,"num_words":1,"start":76.805,"end":77.305},{"sentences":[{"text":"Alright.","start":77.564995,"end":78.045,"sentiment":"neutral","sentiment_score":0.05891447886824608},{"text":"Stay","start":78.045,"end":78.284996,"sentiment":"neutral","sentiment_score":0.047251299023628235}],"sentiment":"neutral","sentiment_score":0.05308288894593716,"channel":0,"num_words":2,"start":77.564995,"end":78.284996},{"sentences":[{"text":"K.","start":78.085,"end":78.585,"sentiment":"neutral","sentiment_score":0.056653834879398346}],"sentiment":"neutral","sentiment_score":0.056653834879398346,"channel":1,"num_words":1,"start":78.085,"end":78.585},{"sentences":[{"text":"on the line, please.","start":78.284996,"end":79.325,"sentiment":"neutral","sentiment_score":0.06574637349694967},{"text":"Thank you.","start":79.325,"end":80.064995,"sentiment":"neutral","sentiment_score":0.21625283360481262},{"text":"Thank you so much Hi, Neha.","start":147.75,"end":150.345,"sentiment":"neutral","sentiment_score":0.1981533095240593}],"sentiment":"neutral","sentiment_score":0.15703425152848163,"channel":0,"num_words":12,"start":78.284996,"end":150.345},{"sentences":[{"text":"Hello?","start":149.87,"end":150.37,"sentiment":"neutral","sentiment_score":0.06239502131938934}],"sentiment":"neutral","sentiment_score":0.06239502131938934,"channel":1,"num_words":1,"start":149.87,"end":150.37},{"sentences":[{"text":"Thank you so much for staying the line.","start":150.345,"end":152.025,"sentiment":"neutral","sentiment_score":0.19477283768355846},{"text":"Can you hear me 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the website or via her account?","start":1006.16003,"end":1014.32,"sentiment":"neutral","sentiment_score":0.0028946913406252862},{"text":"Because she had account with you guys.","start":1014.32,"end":1016.34,"sentiment":"neutral","sentiment_score":-0.013240472945783819},{"text":"And she said, yes.","start":1016.4,"end":1017.62,"sentiment":"neutral","sentiment_score":0.008588496595621109},{"text":"She can","start":1018.16003,"end":1018.9,"sentiment":"neutral","sentiment_score":0.022609618492424488}],"sentiment":"neutral","sentiment_score":-0.00014256156535576227,"channel":1,"num_words":46,"start":1003.2,"end":1018.9},{"sentences":[{"text":"There","start":1018.70996,"end":1019.11,"sentiment":"neutral","sentiment_score":0.020290479063987732}],"sentiment":"neutral","sentiment_score":0.020290479063987732,"channel":0,"num_words":1,"start":1018.70996,"end":1019.11},{"sentences":[{"text":"she can","start":1018.905,"end":1019.385,"sentiment":"neutral","sentiment_score":0.02760237082839012}],"sentiment":"neutral","sentiment_score":0.02760237082839012,"channel":1,"num_words":2,"start":1018.905,"end":1019.385},{"sentences":[{"text":"is an","start":1019.11,"end":1019.43,"sentiment":"neutral","sentiment_score":0.031172150745987892}],"sentiment":"neutral","sentiment_score":0.031172150745987892,"channel":0,"num_words":2,"start":1019.11,"end":1019.43},{"sentences":[{"text":"change.","start":1019.385,"end":1019.885,"sentiment":"neutral","sentiment_score":0.008519393391907215}],"sentiment":"neutral","sentiment_score":0.008519393391907215,"channel":1,"num_words":1,"start":1019.385,"end":1019.885},{"sentences":[{"text":"option to do it to the customer portal, but I believe the pricing from the customer portal is not yet updated.","start":1019.43,"end":1026.07,"sentiment":"neutral","sentiment_score":-0.04518445261887142},{"text":"When you log in, right, miss Ho has an option to log in to the customer portal using the username and password.","start":1026.07,"end":1032.235,"sentiment":"neutral","sentiment_score":0.01599639349363067},{"text":"And then if you click for the services, you have an option to select and then order.","start":1032.235,"end":1036.735,"sentiment":"neutral","sentiment_score":0.005037121858228655},{"text":"But as far as I know, those prices are not up...","start":1037.115,"end":1040.5549,"sentiment":"neutral","sentiment_score":-0.10482099787755446},{"text":"Yet...","start":1040.5549,"end":1040.955,"sentiment":"neutral","sentiment_score":-0.03339309245347977}],"sentiment":"neutral","sentiment_score":-0.023579803411848843,"channel":0,"num_words":72,"start":1019.43,"end":1040.955},{"sentences":[{"text":"Updated.","start":1040.955,"end":1041.21,"sentiment":"neutral","sentiment_score":-0.05296640843153},{"text":"So better to call and request it on our end just to make sure everything will be processed accordingly and 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the line.","start":1148.25,"end":1153.13,"sentiment":"neutral","sentiment_score":0.18823882275157505},{"text":"So can you please just, like, modify the one that, like, 100?","start":1153.13,"end":1157.47,"sentiment":"neutral","sentiment_score":0.06491012498736382},{"text":"And she happy to, like, keep the same line.","start":1157.705,"end":1160.185,"sentiment":"neutral","sentiment_score":0.08305932953953743}],"sentiment":"neutral","sentiment_score":0.11996473506506947,"channel":1,"num_words":36,"start":1146.65,"end":1160.185},{"sentences":[{"text":"She 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price.","start":1174.0901,"end":1180.01,"sentiment":"neutral","sentiment_score":0.04428611397743225},{"text":"Okay?","start":1180.01,"end":1180.51,"sentiment":"neutral","sentiment_score":0.0629914253950119}],"sentiment":"neutral","sentiment_score":0.04819289054721594,"channel":0,"num_words":20,"start":1169.685,"end":1180.51},{"sentences":[{"text":"Okay.","start":1180.8099,"end":1181.3099,"sentiment":"neutral","sentiment_score":0.14005011320114136},{"text":"Thank you so much, ma'am.","start":1181.37,"end":1182.75,"sentiment":"positive","sentiment_score":0.45650421977043154}],"sentiment":"positive","sentiment_score":0.4037618686755498,"channel":1,"num_words":6,"start":1180.8099,"end":1182.75},{"sentences":[{"text":"You're welcome.","start":1183.53,"end":1184.3301,"sentiment":"positive","sentiment_score":0.5795820951461792},{"text":"I appreciate your time and help.","start":1184.3301,"end":1186.01,"sentiment":"positive","sentiment_score":0.7122274239857992},{"text":"You do have a great 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Jessica.","start":1193.745,"end":1194.385,"sentiment":"positive","sentiment_score":0.39375877380371094},{"text":"Thank you.","start":1194.385,"end":1195.205,"sentiment":"neutral","sentiment_score":0.3005603738129139}],"sentiment":"positive","sentiment_score":0.3564794138073921,"channel":1,"num_words":5,"start":1193.745,"end":1195.205}]},"summary":{"result":"success","short":"The customer is experiencing billing issues with their account and the agent explains that the service is still under the same network and offers to adjust pricing accordingly. The agent also explains that the customer's line is cutting in and offers to help with a refund. The customer wants to change their plan and is directed to call customer service for assistance. The agent explains that the price increase is due to network pricing and offers to send a new invoice. The customer is instructed to check their email for a corrected invoice."},"intents":{"segments":[{"text":"This is here at all accounts. How may I help you today? Hi.","start_word":3,"end_word":15,"intents":[{"intent":"Request assistance","confidence_score":0.0019133303}]},{"text":"I have the land in the Airtel. But for now, I see that it's it's a wrong one for the land because the land... I get a bill. That's a $105. But I see on my land, it's my land. That is just a 100. Yeah.","start_word":30,"end_word":75,"intents":[{"intent":"Confirm billing information","confidence_score":0.0060423133}]},{"text":"So as a result, we have to have an adjustment for the pricing.","start_word":362,"end_word":374,"intents":[{"intent":"Adjust pricing","confidence_score":0.88425976},{"intent":"Adjust pricing","confidence_score":0.3920666}]},{"text":"This is necessary to ensure that we can continue to sustain the service for our customers while keeping the business operational and viable.","start_word":688,"end_word":710,"intents":[{"intent":"Maintain service","confidence_score":0.35607424}]},{"text":"Reason why from this month, October, the plan for your service, which is 100 b p s, will be $105 because it's increased. It went half Okay.","start_word":712,"end_word":738,"intents":[{"intent":"Clarify billing","confidence_score":0.007750328}]},{"text":"Thank you so much for patiently waiting, miss Miss Hi.","start_word":856,"end_word":865,"intents":[{"intent":"Express gratitude","confidence_score":0.0016075613}]},{"text":"The plan is just the same, 100 and b p s, which is $100. And then you are saying the amount showing from the invoice is Yes. $105, and she would like to correct this. Okay?","start_word":1166,"end_word":1201,"intents":[{"intent":"Clarify plan","confidence_score":0.0014342711}]},{"text":"How about that?","start_word":1288,"end_word":1290,"intents":[{"intent":"Correct invoice","confidence_score":0.06871968},{"intent":"Provide correct invoice","confidence_score":0.016216038}]},{"text":"the invoice. Then if today, what you receive is the invoice of $105. So what I'm going to do is to correct or change... Update this on my end, and then I will resend to her the correct one reflecting the $100. Okay.","start_word":1319,"end_word":1361,"intents":[{"intent":"Modify invoice","confidence_score":0.058076646}]},{"text":"So if in the condition that she want to change the plan, that means that she wanted, like, to go down, like, to the 90 and, like, $95 a month.","start_word":1379,"end_word":1408,"intents":[{"intent":"Change plan","confidence_score":0.07104978}]},{"text":"So, basically, here's how it works in reference to changing plan, upgrade, or downgrade.","start_word":1427,"end_word":1440,"intents":[{"intent":"Change plan","confidence_score":0.24861035}]},{"text":"So so if she wanna change, is it... She can change via her account Yeah.","start_word":1801,"end_word":1815,"intents":[{"intent":"Change plan","confidence_score":0.72466666},{"intent":"Request switch","confidence_score":0.000056147393}]},{"text":"I'll be resending the corrected invoice showing the $100 price. Okay? Okay.","start_word":2135,"end_word":2146,"intents":[{"intent":"Resend invoice","confidence_score":0.028819336}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.24843867123126984},{"text":"Good afternoon. This is here at all accounts. How may I help you today?","start_word":1,"end_word":14,"sentiment":"positive","sentiment_score":0.4253538250923157},{"text":"Hi. How are you? Because before, my sister is... Tell for you about the land. I have the land in the Airtel. But for now, I see that it's it's a wrong one for the land because the land... I get a bill. That's a $105. But I see on my land, it's my land. That is just a 100. Yeah.","start_word":15,"end_word":75,"sentiment":"neutral","sentiment_score":-0.10199546813964844},{"text":"Oh, thank you so much for giving us a call. I would love to review the account.","start_word":76,"end_word":92,"sentiment":"positive","sentiment_score":0.4234660863876343},{"text":"And you're saying you're calling in behalf of the account owner? Yes. I'm the What? owner. Oh, perfect. Thank you. May I have your full name, please? My full name is n g o c, and Mhmm. my employee, and my last name is Ho, h o.","start_word":93,"end_word":139,"sentiment":"neutral","sentiment_score":0.0915173590183258},{"text":"Thank you. Nice to have you on the line, miss Hall.","start_word":140,"end_word":150,"sentiment":"positive","sentiment_score":0.5250129103660583},{"text":"And may I have your birthday, please? My birthday is Thursday of April.","start_word":151,"end_word":163,"sentiment":"neutral","sentiment_score":0.11501327157020567},{"text":"Thank you so much.","start_word":164,"end_word":167,"sentiment":"positive","sentiment_score":0.463579386472702},{"text":"Just give me a minute while I place you on hold. Let me just go over to your account to sort this out and provide you some clarification. Okay? Yeah. Alright. Stay K. on the line, please. Thank you. Thank you so much Hi, Neha. Hello? Thank you so much for staying the line. Can you hear me better? Yeah. Yeah. Okay. Thank you so much. So upon review, your service is under the Linham network. Reason why your price is different... I get what you're saying because previously, your standard price for the plan that you have for your account is Linham 100 MBBS, which is the standard price of $89.95. Right? And then this month, you're you're still showing $105. That's your question. Is that correct? Why it show $105? Yeah. Yeah. Yeah. That's me. Okay. Yep. Yeah. So if I'm too fast, just let me know. If you would like me to repeat what I said, let me know.","start_word":168,"end_word":329,"sentiment":"neutral","sentiment_score":0.03249277547001839},{"text":"I'll be happy to do that for you.","start_word":330,"end_word":337,"sentiment":"positive","sentiment_score":0.3507952392101288},{"text":"Okay? So, basically, upon reviewing your service under the Dinham network, which has recently increased its pricing to retail service providers like Urtell. So as a result, we have to have an adjustment for the pricing. The reason why your same plan... Your plan does not change. It's still the same, 100 and b p s, but, there is, like, a price increase.","start_word":338,"end_word":400,"sentiment":"neutral","sentiment_score":-0.1788459188851809},{"text":"Instead, before it's $89.95, commence this month of October, the price for the plan of 100 and b p s went to $105. The reason why your bill refutes that amount.","start_word":401,"end_word":431,"sentiment":"negative","sentiment_score":-0.3519250452518463},{"text":"That's what I see on the plan. That's your lender, Lighthand. That's the that's the same same my lender. This is 100. Why why... For me, the 105, and my lender is 95. Right? My my No. lane Your plan your plan when you sign up is 100 MBPS. During that time, the price for this plan is is... only $89.95. Reason why last month, September, you only paid $89.95. However, this month onwards, the price changed. It went up high. From $89.95, it went to $105. Yeah. I know. But, you know, because I see on the on the email you... On the email, see on The US side, I see on your land, they they saw the one... They saw the land. They... You know, they have the land the land they say... Now you know the Family 100. Yeah? The Family 100. Yeah. Is that a cost Linhau of 100? Pass Linhaufas 100 MBPS, when you sign up, it's $89.95. So right now, there are some price increase. You know price increase, it it changed. It went up high. It's the same MBPS, the same plan, but the price went high. Yeah. So $89.95... From $89.95, it went to $105. Because... Yeah. We're also dependent on the pricing set by the network provider, which is Linham, for your service. As long as there is remain a change, we can keep our customer price fixed.","start_word":432,"end_word":668,"sentiment":"neutral","sentiment_score":-0.09723378717899324},{"text":"However, when the network provider increase their rate... Their prices, we unfortunately also need to adjust our pricing accordingly.","start_word":669,"end_word":687,"sentiment":"negative","sentiment_score":-0.3754938542842865},{"text":"This is necessary to ensure that we can continue to sustain the service for our customers while keeping the business operational and viable. Reason why from this month, October, the plan for your service, which is 100 b p s, will be $105 because it's increased. It went half Okay. Now I just want know now on my lane... The name of on my lane. high. Sorry. What's that again? The name. What's the name of... On my land? Because you have the... Every land, you have the name. Alright? The family name, twenty five. The family name, the 50. Family name, 100. That's why I just I just want my land. Where where my land is the name? What... What's the name of my land? You're you're asking what is the name of your What's plan? my land? Yeah. What's the name of my land? Okay. Yeah. Let me go ahead and reply to you. Okay? One moment here. Thank you. Let me just check here again.","start_word":688,"end_word":855,"sentiment":"neutral","sentiment_score":-0.014251786891171445},{"text":"Thank you so much for patiently waiting, miss Miss Hi.","start_word":856,"end_word":865,"sentiment":"positive","sentiment_score":0.46046316623687744},{"text":"I do see it here. As per your invoiced account, the description of your plan is Linham 100 slash 20 MBPS. That's Okay. your current plan for the subscription. Because you're seeing too, Linham 100 MBPS or Linham family plan. It's just the same. Okay. Yeah. That's a family 100. Right? Yeah. Lindholm Yes. Family Plan, 100 MBPS. Okay. Just the paper because why... This this month, I get the bill, the $105. Miss miss, I really would love to capture what your questions and what you're trying to say, but I would love to let you know your line is cutting in and out. Are you on a speakerphone? Because some of the words you're saying is cutting in and out, so I'm not able to capture the full signature, trying to save. Your line is cutting in and out. Yeah. I'm still on the line. I can hear you, but it... Line is cutting in and out Okay. on my Yeah. end. Okay. So how about me? Do you hear me clearly, ma'am? Okay. This is much better.","start_word":866,"end_word":1045,"sentiment":"neutral","sentiment_score":-0.04489278793334961},{"text":"Thank you.","start_word":1046,"end_word":1047,"sentiment":"positive","sentiment_score":0.34421175718307495},{"text":"Okay. So the point is $100 is on the website, but she was charged 105. So that's the difference, and she want a a refund of $5. Okay.","start_word":1048,"end_word":1075,"sentiment":"neutral","sentiment_score":-0.07971507766550141},{"text":"Thank you so Yeah. much for helping her.","start_word":1076,"end_word":1083,"sentiment":"positive","sentiment_score":0.42864274978637695},{"text":"To whom am I speaking with? Yes. So that's the problem. And I Okay. understand that the similar between the two lines, the one at the Overton and a a new one, other similar 100. So I understand that. And she wants a refund $5. Okay. So that's a different because on the website, it's 100. And in the invoice, it's $10.05. Okay.","start_word":1084,"end_word":1146,"sentiment":"neutral","sentiment_score":-0.04668440669775009},{"text":"Thank you so much for that clarification. I can hear you clearly now.","start_word":1147,"end_word":1159,"sentiment":"positive","sentiment_score":0.4135072827339173},{"text":"So, Yes. yeah, that is correct. The plan is just the same, 100 and b p s, which is $100. And then you are saying the amount showing from the invoice is Yes. $105, and she would like to correct this. Okay? We will not do a refund because miss Ho doesn't... Did not pay this yet. Okay? I will correct Oh, the okay. invoice. K? It's not yet Okay. been paid. So we don't... We we don't have any amount to refund her. We will correct it. In that way, Oh, okay. once she once she paid, it will be a $100. Oh, okay. So, ma'am, Okay. because I didn't know that she did not pay, so how about... Can you guys give her the correct invoice? How about that? Mhmm. Yeah. Yeah. The That's correct invoice that's what I at said. 100 I will... dollars. Yeah. Yeah. Yeah. That's what I said. I will modify, change Yes. the invoice. Then if today, what you receive is the invoice of $105. So what I'm going to do is to correct or change... Update this on my end, and then I will resend to her the correct one reflecting the $100. Okay. So I just have a quick question. So her Go ahead. due date is October 11. Yes. So if in the condition that she want to change the plan, that means that she wanted, like, to go down, like, to the 90 and, like, $95 a month. So... And then she will receive a different invoice. Is that correct, ma'am? Oh, the check... The keypad. So, basically, here's how it works in reference to changing plan, upgrade, or downgrade. Okay. So better to change the plan, either it's down... Downgrade or upgrade to the Yes. cheapest one or to the highest one Yes. every first of each month. So if miss Ho would like to change her plan to the lowest one we have, which is the $95, better to do it next month because in that way, she don't need to pay double. Because today, the invoice has been generated because this specific Plant 100 and BBS is activated to the network, and we already paid this as well in advance. So if we change it, we need to reorder a new one. So that considered a new order, we will be charged by the network. The reason why, we have to charge her. So for her to avoid paying two plans because of the change or upgrade, better to do it next month if she would like to transition the lowest or cheapest plan for Dinham. It Yeah. will So... commence on November 1. So by November 1, instead of preceding the $100 invoice, it will be $95, and it will Okay. change to 50 mbps. So you mean if she wanna change plans, you have... She have to change it in advance, like... Yeah. Before Yeah. the In end advance, of the month. like... Yeah. So because the plan will be charged, like, in the beginning of the month. So if she wanna Yes. change, so she has to Next wait, like, month. until the end of this month to change Yes. it. Is that Correct. Yeah. is that Actually, you mean? if it... Yeah. That's... Actually, since I have you on the line, I can go ahead and take note. If she would like to change the plan by next month, I can take note of this. In that way, I can endorse it to our tech tech team. They will process the change plan by next month. So next month, Okay. it will be notated on the account. And then once November 1 came and the email is generated, it shows the new plan, which is the 50 m p s $95. Okay. So so if she wanna change, is it... She can change via her account Yeah. her Her account plan. with you guys, yeah, on the app. Is that correct, ma'am? Yeah. No. If No. she can No option to change it on the app. Better to do it over the phone, and our tech rep will be the one process it to ensure it will be processed correctly. Yeah. oh, She yeah. do... Because To her this morning order. because this morning, I I called the agent... One of you guys, and I asked her if she want to change the plan, can she change on the website or via her account? Because she had account with you guys. And she said, yes. She can There she can is an change. option to do it to the customer portal, but I believe the pricing from the customer portal is not yet updated. When you log in, right, miss Ho has an option to log in to the customer portal using the username and password. And then if you click for the services, you have an option to select and then order. But as far as I know, those prices are not up... Yet... Updated. So better to call and request it on our end just to make sure everything will be processed accordingly and correctly. Okay. Can I talk to her for a second? Sure. Okay. Go ahead, please. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Hangout. No. Hangout. Excuse me? You're still there? Yeah. I'm still Yeah. on the Yeah. line. Okay. Thank you for your patience. So she said she's happy with with the line. So can you please just, like, modify the one that, like, 100? And she happy to, like, keep the same line. She don't... She Oh, doesn't want the delivery. Yes. okay. Sure. That would be noted. I'll go ahead and give the service as it is. And then Yes. after this call, just advise her, check her email. I'll be resending the corrected invoice showing the $100 price. Okay? Okay.","start_word":1160,"end_word":2146,"sentiment":"neutral","sentiment_score":0.01440845734865349},{"text":"Thank you so much, ma'am. You're welcome. I appreciate your time and help. You do have a great day.","start_word":2147,"end_word":2165,"sentiment":"positive","sentiment_score":0.6182861328125},{"text":"If you have further questions, just call us back. Okay?","start_word":2166,"end_word":2175,"sentiment":"neutral","sentiment_score":0.2815840750932693},{"text":"We're happy to assist. Okay. Thank you. Thank you Alright. for your time. Thank you. Thank you.","start_word":2176,"end_word":2192,"sentiment":"positive","sentiment_score":0.7096814513206482},{"text":"Bye Yep. bye.","start_word":2193,"end_word":2195,"sentiment":"neutral","sentiment_score":0.3003838062286377},{"text":"We hope, Jessica. Thank you.","start_word":2196,"end_word":2200,"sentiment":"positive","sentiment_score":0.5194729566574097}],"average":{"sentiment":"neutral","sentiment_score":0.008018870381766319}}}}