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This is just a real quick so as per our record, mister Angus, you requested to cancel your services today. Is that right? August 4. And for us to be able to fully close your Airtel account, you have to settle your outstanding $74.79 dollars. And as you committed to our previous rep that talked to you about your cancellation and tried to offer you some discounted amount to get connected your services to the new address where you are moving in. We've tried to process the last bill to your nominated payment method. However, it was declined. We I'm just asking now if you would like to use another card or how you would like to handle the remaining outstanding and final bill to fully close your Airtel account. Oh, yes. Yes. Because, basically, once the requested date for cancellation is being notated, and then, to fully complete this, the outstanding balance should be paid or settled. And then our, accounts tried to process the payment using your bank card, but it was declined. Alright. Sure. Are you or just to make it easier for you, you can have the funds available to your card ends in 5265 because that's the one you have on record. Is this still active? Oh, Okay. Sure. So would you like me to reprocess the payment tomorrow to ensure that the funds are available to discard? Okay. Any best time tomorrow just to ensure oh, okay. That's wonderful. I will have this noted, mister Angus. So and then afterwards, once this has been settled, we will send you a notification and confirmation to your email address. I will go ahead and update our accounts to have it processed by tomorrow. Okay? You're welcome. And are you sure you don't want to activate a services to your new address? Okay. I respect your decision, and we appreciate the time you spent with Airtel. This has been taking note. Okay? Thank you. Have a good one, and be safe always. 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Good morning. This is Airtel accounts. I'm speaking to mister Angus Bodham. Hi.\n\nHow are you today? That's great to hear. I'm good. Thank you so much for answering my phone call. This is just a real quick so as per our record, mister Angus, you requested to cancel your services today.\n\nIs that right? August 4. And for us to be able to fully close your Airtel account, you have to settle your outstanding $74.79 dollars. And as you committed to our previous rep that talked to you about your cancellation and tried to offer you some discounted amount to get connected your services to the new address where you are moving in. We've tried to process the last bill to your nominated payment method.\n\nHowever, it was declined. We I'm just asking now if you would like to use another card or how you would like to handle the remaining outstanding and final bill to fully close your Airtel account. Oh, yes. Yes. Because, basically, once the requested date for cancellation is being notated, and then, to fully complete this, the outstanding balance should be paid or settled.\n\nAnd then our, accounts tried to process the payment using your bank card, but it was declined. Alright. Sure. Are you or just to make it easier for you, you can have the funds available to your card ends in 5265 because that's the one you have on record. Is this still active?\n\nOh, Okay. Sure. So would you like me to reprocess the payment tomorrow to ensure that the funds are available to discard? Okay. Any best time tomorrow just to ensure oh, okay.\n\nThat's wonderful. I will have this noted, mister Angus. So and then afterwards, once this has been settled, we will send you a notification and confirmation to your email address. I will go ahead and update our accounts to have it processed by tomorrow. Okay?\n\nYou're welcome. And are you sure you don't want to activate a services to your new address? Okay. I respect your decision, and we appreciate the time you spent with Airtel. This has been taking note.\n\nOkay? Thank you. Have a good one, and be safe always. 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you.","start":200.74,"end":201.48,"sentiment":"neutral","sentiment_score":0.1534750983119011},{"text":"K.","start":210.285,"end":210.605,"sentiment":"neutral","sentiment_score":0.15701553225517273}],"sentiment":"neutral","sentiment_score":0.19884675182402134,"num_words":8,"start":191.38,"end":210.605},{"sentences":[{"text":"Thank you.","start":210.605,"end":211.345,"sentiment":"positive","sentiment_score":0.35389718413352966},{"text":"You too.","start":214.925,"end":215.405,"sentiment":"neutral","sentiment_score":0.3212098106741905},{"text":"Bye.","start":215.405,"end":215.905,"sentiment":"neutral","sentiment_score":-0.09389611333608627}],"sentiment":"neutral","sentiment_score":0.25126357525587084,"num_words":5,"start":210.605,"end":215.905}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Angus speaking.\n\nChannel 0: Hi. Good morning. This is Airtel accounts. I'm speaking to mister Angus Bodham.\n\nChannel 1: Yeah. Correct.\n\nChannel 0: Hi. How are you today?\n\nChannel 1: Good. How are you?\n\nChannel 0: That's great to hear. I'm good. Thank you so much for answering my phone call. This is just a real quick so as per our record, mister Angus, you requested to cancel your services today. Is that\n\nChannel 1: Mhmm.\n\nChannel 0: right? August 4. And for us to be able to fully close your Airtel account, you have to settle your outstanding $74.79 dollars. And as you committed to our previous rep that talked to you about your cancellation and tried to offer you some discounted amount to get connected your services to the new address where you are moving in. We've tried to process the last bill to your nominated payment method.\n\nHowever, it was declined. We I'm just asking now if you would like to use another card or how you would like to handle the remaining outstanding and final bill to fully close your Airtel account.\n\nChannel 1: Would that bill still be processed the same way the previous ones were through that same portal?\n\nChannel 0: Oh, yes. Yes. Because, basically, once the requested date for cancellation is being notated, and then, to fully complete this, the outstanding balance should be paid or settled. And then our, accounts tried to process the payment using your bank card, but it was declined.\n\nChannel 1: Okay. I can settle that after this phone call. If you like, I'll go through and send that through today.\n\nChannel 0: Alright.\n\nChannel 1: The final\n\nChannel 0: Sure.\n\nChannel 1: amount.\n\nChannel 0: Are you or just to make it easier for you,\n\nChannel 1: Mhmm.\n\nChannel 0: you can have the funds available to your card ends in 5265 because that's the one you have on record. Is this still active?\n\nChannel 1: Yeah. The card's still active. We just don't always have that amount of money sitting in the account.\n\nChannel 0: Oh,\n\nChannel 1: Yeah. We'd move money around a little bit, but, yeah, I can put the money in there for it to be available. Would it come back out again another day? Like, or does it have\n\nChannel 0: Okay.\n\nChannel 1: to be done right?\n\nChannel 0: Sure. So would you like me to reprocess the payment tomorrow to ensure that the funds are available to discard?\n\nChannel 1: Yeah. Tomorrow would be great.\n\nChannel 0: Okay. Any\n\nChannel 1: That would\n\nChannel 0: best\n\nChannel 1: work.\n\nChannel 0: time tomorrow just to ensure\n\nChannel 1: Honestly, like, anytime after 9AM would be great because my pay comes through tonight. So it'll be there tomorrow\n\nChannel 0: oh,\n\nChannel 1: morning.\n\nChannel 0: okay. That's wonderful. I will have this noted, mister Angus. So and then afterwards, once this has been settled, we will send you a notification and confirmation to your email address. I will go ahead and update our accounts to have it processed by tomorrow.\n\nChannel 1: Mhmm.\n\nChannel 0: Okay?\n\nChannel 1: Awesome. Thank you.\n\nChannel 0: You're welcome. And are you sure you don't want to activate a services to your new address?\n\nChannel 1: I'm sure. Thank you.\n\nChannel 0: Okay. I respect your decision, and we appreciate the time you spent with Airtel. This has been taking note. Okay?\n\nChannel 1: K. Thank you.\n\nChannel 0: Thank you. Have a good one, and be safe always. Bye bye.\n\nChannel 1: You too. Bye.","paragraphs":[{"sentences":[{"text":"Angus speaking.","start":0.48,"end":3.1399999,"sentiment":"neutral","sentiment_score":-0.009542509913444519}],"sentiment":"neutral","sentiment_score":-0.009542509913444519,"channel":1,"num_words":2,"start":0.48,"end":3.1399999},{"sentences":[{"text":"Hi.","start":3.9199998,"end":4.24,"sentiment":"neutral","sentiment_score":0.06703195720911026},{"text":"Good morning.","start":4.24,"end":4.98,"sentiment":"neutral","sentiment_score":0.19356392323970795},{"text":"This is Airtel accounts.","start":5.12,"end":6.72,"sentiment":"neutral","sentiment_score":0.0769028514623642},{"text":"I'm speaking to mister Angus 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record, mister Angus, you requested to cancel your services today.","start":18.625,"end":25.605,"sentiment":"negative","sentiment_score":-0.3412334330379963},{"text":"Is that","start":26.064999,"end":26.465,"sentiment":"neutral","sentiment_score":-0.2554585710167885}],"sentiment":"neutral","sentiment_score":-0.010174995741328678,"channel":0,"num_words":37,"start":15.345,"end":26.465},{"sentences":[{"text":"Mhmm.","start":26.285,"end":26.785,"sentiment":"neutral","sentiment_score":-0.16350919008255005}],"sentiment":"neutral","sentiment_score":-0.16350919008255005,"channel":1,"num_words":1,"start":26.285,"end":26.785},{"sentences":[{"text":"right?","start":26.465,"end":26.945,"sentiment":"neutral","sentiment_score":-0.11782091856002808},{"text":"August 4.","start":26.945,"end":27.925,"sentiment":"neutral","sentiment_score":-0.11309141293168068},{"text":"And for us to be able to fully close your Airtel account, you have to settle your outstanding $74.79 dollars.","start":28.34,"end":37.940002,"sentiment":"neutral","sentiment_score":-0.20200223326683045},{"text":"And as you committed to our previous rep that talked to you about your cancellation and tried to offer you some discounted amount to get connected your services to the new address where you are moving in.","start":37.940002,"end":50.415,"sentiment":"neutral","sentiment_score":-0.11214166648081832},{"text":"We've tried to process the last bill to your nominated payment method.","start":51.035,"end":56.394997,"sentiment":"neutral","sentiment_score":-0.18766052834689617}],"sentiment":"neutral","sentiment_score":-0.1497946723571254,"channel":0,"num_words":72,"start":26.465,"end":56.394997},{"sentences":[{"text":"However, it was declined.","start":56.394997,"end":57.695,"sentiment":"negative","sentiment_score":-0.41350678354501724},{"text":"We I'm just asking now if you would like to use another card or how you would like to handle the remaining outstanding and final bill to fully 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you,","start":115.130005,"end":119.43,"sentiment":"neutral","sentiment_score":0.05448874272406101}],"sentiment":"neutral","sentiment_score":0.05448874272406101,"channel":0,"num_words":10,"start":115.130005,"end":119.43},{"sentences":[{"text":"Mhmm.","start":119.83,"end":120.33,"sentiment":"neutral","sentiment_score":0.05625401437282562}],"sentiment":"neutral","sentiment_score":0.05625401437282562,"channel":1,"num_words":1,"start":119.83,"end":120.33},{"sentences":[{"text":"you can have the funds available to your card ends in 5265 because that's the one you have on record.","start":119.97,"end":126.31,"sentiment":"neutral","sentiment_score":0.11857900321483612},{"text":"Is this still active?","start":126.369995,"end":127.909996,"sentiment":"neutral","sentiment_score":0.04630103427916765}],"sentiment":"neutral","sentiment_score":0.10653267505889137,"channel":0,"num_words":24,"start":119.97,"end":127.909996},{"sentences":[{"text":"Yeah.","start":128.855,"end":129.095,"sentiment":"neutral","sentiment_score":0.04747796431183815},{"text":"The card's still active.","start":129.095,"end":130.315,"sentiment":"neutral","sentiment_score":0.0581416105851531},{"text":"We just don't always have that amount of money sitting in the 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have","start":144.06,"end":144.94,"sentiment":"neutral","sentiment_score":0.007217497564852238}],"sentiment":"neutral","sentiment_score":0.05927487694259201,"channel":1,"num_words":35,"start":135.015,"end":144.94},{"sentences":[{"text":"Okay.","start":144.8,"end":145.3,"sentiment":"neutral","sentiment_score":0.024314213544130325}],"sentiment":"neutral","sentiment_score":0.024314213544130325,"channel":0,"num_words":1,"start":144.8,"end":145.3},{"sentences":[{"text":"to be done right?","start":144.94,"end":146.4,"sentiment":"neutral","sentiment_score":0.022243611980229616}],"sentiment":"neutral","sentiment_score":0.022243611980229616,"channel":1,"num_words":4,"start":144.94,"end":146.4},{"sentences":[{"text":"Sure.","start":146.4,"end":146.87999,"sentiment":"neutral","sentiment_score":0.0374111533164978},{"text":"So would you like me to reprocess the payment tomorrow to ensure that the funds are available to 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like, anytime after 9AM would be great because my pay comes through tonight.","start":164.315,"end":169.94,"sentiment":"neutral","sentiment_score":0.25977745013577597},{"text":"So it'll be there 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too.","start":214.925,"end":215.405,"sentiment":"neutral","sentiment_score":0.3212098106741905},{"text":"Bye.","start":215.405,"end":215.905,"sentiment":"neutral","sentiment_score":-0.09389611333608627}],"sentiment":"neutral","sentiment_score":0.18284116933743158,"channel":1,"num_words":3,"start":214.925,"end":215.905}]},"summary":{"result":"success","short":"A representative from Airtel accounts calls Mr. Angus Bodham to confirm his cancellation of services and offer him a discounted payment to close his account. The representative explains that Mr. Bodham had trouble making a payment and the previous representative tried to offer him a discounted amount. The representative offers to settle the outstanding balance and process the payment tomorrow, and Mr. Bodham agrees to pay the balance and activate his new service address. The call ends with the representative thanking Mr. Bodham for his time and reminding him to be safe."},"intents":{"segments":[{"text":"Thank you so much for answering my phone call. This is just a real quick so as per our record, mister Angus, you requested to cancel your services today. Is that Mhmm.","start_word":32,"end_word":63,"intents":[{"intent":"Cancel services","confidence_score":0.077944376}]},{"text":"The card's still active. We just don't always have that amount of money sitting in the account. Oh, Yeah.","start_word":295,"end_word":313,"intents":[{"intent":"Confirm card status","confidence_score":0.06949032}]},{"text":"So would you like me to reprocess the payment tomorrow to ensure that the funds are available to discard? Yeah.","start_word":354,"end_word":373,"intents":[{"intent":"Reprocess payment","confidence_score":0.678207}]},{"text":"I will have this noted, mister Angus. So and then afterwards, once this has been settled, we will send you a notification and confirmation to your email address. I will go ahead and update our accounts to have it processed by tomorrow. Mhmm.","start_word":413,"end_word":455,"intents":[{"intent":"Update accounts","confidence_score":0.2576763},{"intent":"Update accounts","confidence_score":0.00022122546},{"intent":"Provide notification and confirmation","confidence_score":0.0018895582}]},{"text":"I respect your decision, and we appreciate the time you spent with Airtel. This has been taking note. Okay? K. Thank you.","start_word":482,"end_word":503,"intents":[{"intent":"Confirm acceptance of decision","confidence_score":0.0014096835}]}]},"sentiments":{"segments":[{"text":"Angus speaking. Hi. Good morning. This is Airtel accounts. I'm speaking to mister Angus Bodham. Yeah. Correct. Hi. How are you today?","start_word":0,"end_word":21,"sentiment":"neutral","sentiment_score":0.09017599374055862},{"text":"Good.","start_word":22,"end_word":22,"sentiment":"positive","sentiment_score":0.3769548535346985},{"text":"How are you?","start_word":23,"end_word":25,"sentiment":"neutral","sentiment_score":0.2369578033685684},{"text":"That's great to hear. I'm good. Thank you so much for answering my phone call.","start_word":26,"end_word":40,"sentiment":"positive","sentiment_score":0.4769730269908905},{"text":"This is just a real quick so as per our record, mister Angus, you requested to cancel your services today.","start_word":41,"end_word":60,"sentiment":"negative","sentiment_score":-0.33545756340026855},{"text":"Is that Mhmm. right? August 4. And for us to be able to fully close your Airtel account, you have to settle your outstanding $74.79 dollars. And as you committed to our previous rep that talked to you about your cancellation and tried to offer you some discounted amount to get connected your services to the new address where you are moving in. We've tried to process the last bill to your nominated payment method.","start_word":61,"end_word":135,"sentiment":"neutral","sentiment_score":-0.15410640835762024},{"text":"However, it was declined.","start_word":136,"end_word":139,"sentiment":"negative","sentiment_score":-0.40065062046051025},{"text":"We I'm just asking now if you would like to use another card or how you would like to handle the remaining outstanding and final bill to fully close your Airtel account. Would that bill still be processed the same way the previous ones were through that same portal? Oh, yes. Yes. Because, basically, once the requested date for cancellation is being notated, and then, to fully complete this, the outstanding balance should be paid or settled. And then our, accounts tried to process the payment using your bank card, but it was declined. Okay. I can settle that after this phone call. If you like, I'll go through and send that through today. Alright. The final Sure. amount. Are you or just to make it easier for you, Mhmm. you can have the funds available to your card ends in 5265 because that's the one you have on record. Is this still active? Yeah. The card's still active. We just don't always have that amount of money sitting in the account. Oh, Yeah. We'd move money around a little bit, but, yeah, I can put the money in there for it to be available. Would it come back out again another day? Like, or does it have Okay. to be done right? Sure. So would you like me to reprocess the payment tomorrow to ensure that the funds are available to discard? Yeah. Tomorrow would be great. Okay. Any That would best work. time tomorrow just to ensure Honestly, like, anytime after 9AM would be great because my pay comes through tonight. So it'll be there tomorrow oh, morning.","start_word":140,"end_word":409,"sentiment":"neutral","sentiment_score":0.01405148462012962},{"text":"okay. That's wonderful. I will have this noted, mister Angus.","start_word":410,"end_word":419,"sentiment":"positive","sentiment_score":0.44535526633262634},{"text":"So and then afterwards, once this has been settled, we will send you a notification and confirmation to your email address. I will go ahead and update our accounts to have it processed by tomorrow. Mhmm. Okay?","start_word":420,"end_word":456,"sentiment":"neutral","sentiment_score":0.227295383810997},{"text":"Awesome.","start_word":457,"end_word":457,"sentiment":"positive","sentiment_score":0.395547479391098},{"text":"Thank you. You're welcome. And are you sure you don't want to activate a services to your new address? I'm sure. Thank you. Okay.","start_word":458,"end_word":481,"sentiment":"neutral","sentiment_score":0.046903908252716064},{"text":"I respect your decision, and we appreciate the time you spent with Airtel.","start_word":482,"end_word":494,"sentiment":"positive","sentiment_score":0.37582719326019287},{"text":"This has been taking note. Okay? K.","start_word":495,"end_word":501,"sentiment":"neutral","sentiment_score":0.20088210701942444},{"text":"Thank you. Thank you. Have a good one, and be safe always.","start_word":502,"end_word":513,"sentiment":"positive","sentiment_score":0.48134300112724304},{"text":"Bye bye. You too. Bye.","start_word":514,"end_word":518,"sentiment":"neutral","sentiment_score":0.21062053740024567}],"average":{"sentiment":"neutral","sentiment_score":0.05135927988253427}}}}