{"metadata":{"transaction_key":"deprecated","request_id":"01a08a50-ed68-7ae1-8d46-de1e7dff41a7","sha256":"594bcc1e270d4cab08504b66782b5a3269a11e04bbbfcdd9e03203bf7bcbe3dd","created":"2026-09-10T07:55:58.207Z","duration":2397.816,"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":5320,"output_tokens":102},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":6069,"output_tokens":6081},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":6069,"output_tokens":416}},"results":{"channels":[{"alternatives":[{"transcript":"Thank you for calling Airtel. My name is Mary. May I have your name, please? I hello? I'm sorry. What's your name again? Hello? Yes, Bill. How may I help you today? Mhmm. Mhmm. No worries. No worries. I'll be more than happy to check on your account. Let me pull it up first. Hold on. Could you provide me your last name, please? Okay. Bill Ristovski. Correct? Thank you so much. Just give me one second. Yes. I already have your account pulled up, and yet here, there is a recurring, recurring invoice for $77.28. So you mentioned you're setting up a payment. Correct? Sure. So you mean you wanna add your wife's name under your same account? Sure. Sure. Since we will be making some changes on your account, could you verify your date of birth, please? Twenty first. Correct? 1963. How about your identification number, please? It's a combination of numbers that can be found on customer's ID percentage during starting the plan, driver's license, passport, whatever ID that we have. We can we can check it. We can check if that will match what's what was submitted on our system. Just the number on the ID. Yes. Yeah. This is just the number on the driver's license. Sorry? If in any case that will not match of what we have here in the system, we can try some other ID that you have in your possession right now. Yeah. It's a password, but we can try driver's license first. Yeah. Just the the number. Thank you for thank you so much, Bill. This is also for your account security since we'll be making changes on your account. Thank you so much. And that matched of what we have here in our system. Now I'll be more than happy to update first your account, adding your wife's name, and then moving forward to making a payment and setting up your payments on your account. Okay? Sure. Can you provide your wife's name? It will be better if you will spell out for me phonetically just to make sure I'll be getting the correct spelling as well. Mhmm. Mhmm. Mhmm. Thank you so much. I have Chris I have Christine c and then Cassie. That's c for Charlie, a for alpha, s for Sierra, s for Sierra, I for India, m for Mary, then the hyphen, and then your last name, Ratowski. Correct? And Christine has no active account with Airtel under her name. Correct? I just have to add this. None. Okay. Sure. I've already added Christine's name on your account. This is going to be your name and Christine's name under your account. That will be helpful. Mhmm. Okay. Alright. Apartment 107? Mhmm. Okay. Okay. I have Apartment 10727 to 29 Cerbos Road. Thank you so much. I'm so sorry for that. Yeah. You're correct. I'm so sorry for that. They're so funny. I'm so sorry for that, though. Mhmm. Oh, I'm so sorry. But we normally send the invoice through digital, so it will be sent to your email. Yes. Do you need it to be delivered to you, or you just have to be to have a hard copy? Because we yeah. Sorry. I mean, is the reason why do you need the physical copy or the hard copy? Because invoices will and payment or receipt will be sent to you the primary email associated in your account. It's not gonna be mailed. No, Bill. I'm sorry for that. Yeah. Oh, so I guess this is for paperless. You know? There is not as well, Bill. What we offer is, I mean, the promotion or discount on the website for our new customers. Yes. That's correct. Mhmm. Mhmm. We can process the payment today for your current invoice for September as you might be charged for the late or late fees. And then once it's set up on your account, that will be automatically debited from your credit card if we we're gonna save it for direct debit. Mhmm. No. There's none. It's gonna be your that's the exact the exact amount that you owe or to pay with the current invoice. Yeah. Mhmm. Oh, sure. Okay. Let me just go ahead here. Is it is it going to be your bank account or your credit card? Okay. Uh-huh. Could you provide me your card number, please? Mhmm. Alright. Okay. Thank you so much. Just give me one second. I have 5523508200420742. Correct? Yes. Yes. 5 523. Thank you so much. How about the name appearing on the card, please? You so much. Just give me one second. The expiration date, please? Mhmm. Perfect. How about the CVV or the CVV? Thank you so much. Let me save and allow this for future charges, and then we'll go ahead and process your current invoice. It says invalid card number. Once again, I have 5523508200420742. Correct? Thank you. How yes. How about the CVV? And for the expiration date, it's tenth of twenty twenty seven. 10/2027. Okay. Thank you so much. Okay. I have the same result. Do you have other card, Bill? Yes. No. I'm working overseas. Oh, oh, sure. Sure. Sure. No worries. You're from The Philippines. Yeah. You're definitely correct, Bill. No worries. I'll stay in. Sure. Let me just try to save it. Hold on one second. I'm sorry. It's still the same, but let me try other let me try to process your invoice if we could do it successfully, Holden, rather than adding the card first. Holden. So that we can see what could be the problem with the cardholder. I'll be putting you I mean, I'll be putting myself on mute. Okay? But I'm I'm working on my end. Okay? Thank you. I received the same error, and it did. I mean, there's no error on my end. It's just that whenever I try to proceed, the card number will be removed and then you'll receive this. Sure. Thank you. Thank you so much for that bill. Yes. Hold on. Let me try it again. Hold on. If alright. I I I tried again. However, it gave me the same screen. If I may ask if have you tried adding it on your end by logging in on your customer portal? The password? Okay. I'll try to give you a login and then a password as well so that you can log in to your account. As long as you haven't changed your password yet or your login credentials, we could sign in or log in onto this account. On your login page, please type in this combination of number numbers in the login. Let me know whenever you're ready. Sure. The password? Mhmm. Once you have a plan with us or started as a customer, you will be given credentials to log in to our customer portal. No. Not yet. It means that you haven't changed your password yet. So if we are to use these credentials, we should be able to log in to your account. It's airtel.net.au. And then are you on are you on our home page? My account? Yes. No. Can you please go to the, blank I mean, login page where you are to enter your login and then your password? Code. So on your login let me try in my end. So On your login, are you seeing a an option or a tab to enter your login? I will provide you the the set of numbers. Okay? Okay. Okay. Yes. So it's 1785 555500 87815. The last four numbers are supposed to be 7815. That's correct. Yes. For your password, it's 0 AndThenLowerLowercaseNForNancy, UppercaseRForRomeo, then UppercaseAForAlpha, LowercasePForPapa, UppercaseRForRomeo, And then LowercaseOForOscar. And and the number 7. Yes, please. Hold hold on. Let me check on your account. On your profile, you'll have an option to reset your password. Yes. On the upper right corner of your screen where it says your name, there is a drop down menu wherein you will be able to click a profile option. When you click profile option, you'll have to you'll be routed to your profile details, your login number, your email address, your phone number, and also your billing and address. And also on the lowest part, that's where you will reset your password. Okay. So Alright. And then please please click in finance, and then click pay re payment credentials. It's under finance option. When you click finance, a subcategory below it show us a document, payRx payment credentials, and b pay CRN. So you just have to choose the pay payRx payment credentials. Did you see it? Well, you can on the amount that you owe, you can also make a payment on that if you click on the check mark icon. Yes. And then please click pay pay by pay, Rick. Is it loading on your end? Sure. Let me try as well on my end. Hold on. Mhmm. Is this your Mastercard or it's a Visa card? Let me try this method as well. Alright. We'll send you a, like, a verification or one time code sent to your device. Can you confirm which I mean, the last three digits of your phone number? That's great. One second. I'm waiting for approval. Did you get a notification? Yes. Yes. Let me just waive the response on my end. Hold on. It's still loading and still waiting for approval. Alright. The payment was successful, bill. So what happened was I pay your current invoice manually. I'm not really quite sure why we could we couldn't add your card on your account. I'll still try log I mean, say I mean, adding the payment on your account. So once your card is successfully added in your account, you'll also receive or you will see a document on your account portal wherein it's like a direct debit agreement. That's when you will know that we were able to add your credit card for your future charges. Okay? Yes. I can. If you would I mean, we can try again one more time. But if you don't want to add it right now, you are free to add it anytime on your end as well. Okay. Sure. I'll put you on hold for a minute or two, and I'll get back to you. Okay? So that I just wanna make sure that I'll be able to add it this time. Thank you. Hello, Bill? Yes. I'm sorry. I received the same result, same with earlier, like, the credit card number and the c c CVV or CVC is getting removed whenever I click save, the save button. So you can, go ahead and, get back to your settings. Your to I mean, your card to your normal settings. It's fine. If in any case that you'll receive a notification for I mean, or a document on your account being your card successfully adding to your account, it could be a late response on our system. I'm sorry for the delay for this bill. But rest assured that your current bill has been paid off, and there is no an outstanding balance for now. Added. Yes. Yes. So for the meantime, I know your concern I mean, your you also prioritize your account security. You can reset the status of your settings on your bank account or your I mean, your credit card. I'm not quite sure about the that settings, Bill. However, we have some customers who also have the same I mean, the credit card added on their account as the as their saved payment method. And, also, the system is actually set up in locally. So there should not be a problem processing the payment monthly if in any case that your card is I mean, will be locked to process internationally because the system is set up in Australia. Sorry. No. Because the that number will be routed as well to us. But, no worries. I'll go ahead and try to communicate with the team to check on there and if they I mean, what could be the problem on this because this is just I think this is the first time that I experienced that was able to process the payment manually. However, I couldn't add the card on your account. Or maybe this I mean, your settings also affects I don't I I'm I I'm also not I mean, I'm also not aware that there is also a settings for left for international charges on your card. That's actually a good security precaution, by the way. Yeah. I guess so, Bill. But you can always try it on your end if you have time. Whenever you have time, you can try since you're already logged in to your account, the way to add your payment is going on the finance account. Yes. I'm here. Well, I'm so sorry to leave you not having adding your account I mean, card on your account. Yeah. Thank you so much, Bill, and enjoy the rest of your day. Goodbye for now. 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you for calling Airtel. My name is Mary. May I have your name, please? I hello? I'm sorry.\n\nWhat's your name again? Hello? Yes, Bill. How may I help you today? Mhmm.\n\nMhmm. No worries. No worries. I'll be more than happy to check on your account. Let me pull it up first.\n\nHold on. Could you provide me your last name, please? Okay. Bill Ristovski. Correct?\n\nThank you so much. Just give me one second. Yes. I already have your account pulled up, and yet here, there is a recurring, recurring invoice for $77.28. So you mentioned you're setting up a payment.\n\nCorrect? Sure. So you mean you wanna add your wife's name under your same account? Sure. Sure.\n\nSince we will be making some changes on your account, could you verify your date of birth, please? Twenty first. Correct? 1963. How about your identification number, please?\n\nIt's a combination of numbers that can be found on customer's ID percentage during starting the plan, driver's license, passport, whatever ID that we have. We can we can check it. We can check if that will match what's what was submitted on our system. Just the number on the ID. Yes.\n\nYeah. This is just the number on the driver's license. Sorry? If in any case that will not match of what we have here in the system, we can try some other ID that you have in your possession right now. Yeah.\n\nIt's a password, but we can try driver's license first. Yeah. Just the the number. Thank you for thank you so much, Bill. This is also for your account security since we'll be making changes on your account.\n\nThank you so much. And that matched of what we have here in our system. Now I'll be more than happy to update first your account, adding your wife's name, and then moving forward to making a payment and setting up your payments on your account. Okay? Sure.\n\nCan you provide your wife's name? It will be better if you will spell out for me phonetically just to make sure I'll be getting the correct spelling as well. Mhmm. Mhmm. Mhmm.\n\nThank you so much. I have Chris I have Christine c and then Cassie. That's c for Charlie, a for alpha, s for Sierra, s for Sierra, I for India, m for Mary, then the hyphen, and then your last name, Ratowski. Correct? And Christine has no active account with Airtel under her name.\n\nCorrect? I just have to add this. None. Okay. Sure.\n\nI've already added Christine's name on your account. This is going to be your name and Christine's name under your account. That will be helpful. Mhmm. Okay.\n\nAlright. Apartment 107? Mhmm. Okay. Okay.\n\nI have Apartment 10727 to 29 Cerbos Road. Thank you so much. I'm so sorry for that. Yeah. You're correct.\n\nI'm so sorry for that. They're so funny. I'm so sorry for that, though. Mhmm. Oh, I'm so sorry.\n\nBut we normally send the invoice through digital, so it will be sent to your email. Yes. Do you need it to be delivered to you, or you just have to be to have a hard copy? Because we yeah. Sorry.\n\nI mean, is the reason why do you need the physical copy or the hard copy? Because invoices will and payment or receipt will be sent to you the primary email associated in your account. It's not gonna be mailed. No, Bill. I'm sorry for that.\n\nYeah. Oh, so I guess this is for paperless. You know? There is not as well, Bill. What we offer is, I mean, the promotion or discount on the website for our new customers.\n\nYes. That's correct. Mhmm. Mhmm. We can process the payment today for your current invoice for September as you might be charged for the late or late fees.\n\nAnd then once it's set up on your account, that will be automatically debited from your credit card if we we're gonna save it for direct debit. Mhmm. No. There's none. It's gonna be your that's the exact the exact amount that you owe or to pay with the current invoice.\n\nYeah. Mhmm. Oh, sure. Okay. Let me just go ahead here.\n\nIs it is it going to be your bank account or your credit card? Okay. Uh-huh. Could you provide me your card number, please? Mhmm.\n\nAlright. Okay. Thank you so much. Just give me one second. I have 5523508200420742.\n\nCorrect? Yes. Yes. 5 523. Thank you so much.\n\nHow about the name appearing on the card, please? You so much. Just give me one second. The expiration date, please? Mhmm.\n\nPerfect. How about the CVV or the CVV? Thank you so much. Let me save and allow this for future charges, and then we'll go ahead and process your current invoice. It says invalid card number.\n\nOnce again, I have 5523508200420742. Correct? Thank you. How yes. How about the CVV?\n\nAnd for the expiration date, it's tenth of twenty twenty seven. 10/2027. Okay. Thank you so much. Okay.\n\nI have the same result. Do you have other card, Bill? Yes. No. I'm working overseas.\n\nOh, oh, sure. Sure. Sure. No worries. You're from The Philippines.\n\nYeah. You're definitely correct, Bill. No worries. I'll stay in. Sure.\n\nLet me just try to save it. Hold on one second. I'm sorry. It's still the same, but let me try other let me try to process your invoice if we could do it successfully, Holden, rather than adding the card first. Holden.\n\nSo that we can see what could be the problem with the cardholder. I'll be putting you I mean, I'll be putting myself on mute. Okay? But I'm I'm working on my end. Okay?\n\nThank you. I received the same error, and it did. I mean, there's no error on my end. It's just that whenever I try to proceed, the card number will be removed and then you'll receive this. Sure.\n\nThank you. Thank you so much for that bill. Yes. Hold on. Let me try it again.\n\nHold on. If alright. I I I tried again. However, it gave me the same screen. If I may ask if have you tried adding it on your end by logging in on your customer portal?\n\nThe password? Okay. I'll try to give you a login and then a password as well so that you can log in to your account. As long as you haven't changed your password yet or your login credentials, we could sign in or log in onto this account. On your login page, please type in this combination of number numbers in the login.\n\nLet me know whenever you're ready. Sure. The password? Mhmm. Once you have a plan with us or started as a customer, you will be given credentials to log in to our customer portal.\n\nNo. Not yet. It means that you haven't changed your password yet. So if we are to use these credentials, we should be able to log in to your account. It's airtel.net.au.\n\nAnd then are you on are you on our home page? My account? Yes. No. Can you please go to the, blank I mean, login page where you are to enter your login and then your password?\n\nCode. So on your login let me try in my end. So On your login, are you seeing a an option or a tab to enter your login? I will provide you the the set of numbers. Okay?\n\nOkay. Okay. Yes. So it's 1785 555500 87815. The last four numbers are supposed to be 7815.\n\nThat's correct. Yes. For your password, it's 0 AndThenLowerLowercaseNForNancy, UppercaseRForRomeo, then UppercaseAForAlpha, LowercasePForPapa, UppercaseRForRomeo, And then LowercaseOForOscar. And and the number 7. Yes, please.\n\nHold hold on. Let me check on your account. On your profile, you'll have an option to reset your password. Yes. On the upper right corner of your screen where it says your name, there is a drop down menu wherein you will be able to click a profile option.\n\nWhen you click profile option, you'll have to you'll be routed to your profile details, your login number, your email address, your phone number, and also your billing and address. And also on the lowest part, that's where you will reset your password. Okay. So Alright. And then please please click in finance, and then click pay re payment credentials.\n\nIt's under finance option. When you click finance, a subcategory below it show us a document, payRx payment credentials, and b pay CRN. So you just have to choose the pay payRx payment credentials. Did you see it? Well, you can on the amount that you owe, you can also make a payment on that if you click on the check mark icon.\n\nYes. And then please click pay pay by pay, Rick. Is it loading on your end? Sure. Let me try as well on my end.\n\nHold on. Mhmm. Is this your Mastercard or it's a Visa card? Let me try this method as well. Alright.\n\nWe'll send you a, like, a verification or one time code sent to your device. Can you confirm which I mean, the last three digits of your phone number? That's great. One second. I'm waiting for approval.\n\nDid you get a notification? Yes. Yes. Let me just waive the response on my end. Hold on.\n\nIt's still loading and still waiting for approval. Alright. The payment was successful, bill. So what happened was I pay your current invoice manually. I'm not really quite sure why we could we couldn't add your card on your account.\n\nI'll still try log I mean, say I mean, adding the payment on your account. So once your card is successfully added in your account, you'll also receive or you will see a document on your account portal wherein it's like a direct debit agreement. That's when you will know that we were able to add your credit card for your future charges. Okay? Yes.\n\nI can. If you would I mean, we can try again one more time. But if you don't want to add it right now, you are free to add it anytime on your end as well. Okay. Sure.\n\nI'll put you on hold for a minute or two, and I'll get back to you. Okay? So that I just wanna make sure that I'll be able to add it this time. Thank you. Hello, Bill?\n\nYes. I'm sorry. I received the same result, same with earlier, like, the credit card number and the c c CVV or CVC is getting removed whenever I click save, the save button. So you can, go ahead and, get back to your settings. Your to I mean, your card to your normal settings.\n\nIt's fine. If in any case that you'll receive a notification for I mean, or a document on your account being your card successfully adding to your account, it could be a late response on our system. I'm sorry for the delay for this bill. But rest assured that your current bill has been paid off, and there is no an outstanding balance for now. Added.\n\nYes. Yes. So for the meantime, I know your concern I mean, your you also prioritize your account security. You can reset the status of your settings on your bank account or your I mean, your credit card. I'm not quite sure about the that settings, Bill.\n\nHowever, we have some customers who also have the same I mean, the credit card added on their account as the as their saved payment method. And, also, the system is actually set up in locally. So there should not be a problem processing the payment monthly if in any case that your card is I mean, will be locked to process internationally because the system is set up in Australia. Sorry. No.\n\nBecause the that number will be routed as well to us. But, no worries. I'll go ahead and try to communicate with the team to check on there and if they I mean, what could be the problem on this because this is just I think this is the first time that I experienced that was able to process the payment manually. However, I couldn't add the card on your account. Or maybe this I mean, your settings also affects I don't I I'm I I'm also not I mean, I'm also not aware that there is also a settings for left for international charges on your card.\n\nThat's actually a good security precaution, by the way. Yeah. I guess so, Bill. But you can always try it on your end if you have time. Whenever you have time, you can try since you're already logged in to your account, the way to add your payment is going on the finance account.\n\nYes. I'm here. Well, I'm so sorry to leave you not having adding your account I mean, card on your account. Yeah. Thank you so much, Bill, and enjoy the rest of your day.\n\nGoodbye for now. Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":1.36,"end":2.6399999,"sentiment":"positive","sentiment_score":0.6538508892059326},{"text":"My name is Mary.","start":2.6399999,"end":3.4399998,"sentiment":"positive","sentiment_score":0.5505470782518387},{"text":"May I have your name, please?","start":3.4399998,"end":4.74,"sentiment":"positive","sentiment_score":0.3558080792427063},{"text":"I hello?","start":9.76,"end":13.219999,"sentiment":"neutral","sentiment_score":0.054254837334156036},{"text":"I'm sorry.","start":13.28,"end":13.759999,"sentiment":"neutral","sentiment_score":-0.051263708621263504}],"sentiment":"positive","sentiment_score":0.4006459732588969,"num_words":19,"start":1.36,"end":13.759999},{"sentences":[{"text":"What's your name again?","start":13.759999,"end":14.82,"sentiment":"neutral","sentiment_score":-0.009681205498054624},{"text":"Hello?","start":16.605,"end":17.105,"sentiment":"neutral","sentiment_score":0.03766161948442459},{"text":"Yes, Bill.","start":17.245,"end":18.045,"sentiment":"neutral","sentiment_score":0.1830986812710762},{"text":"How may I help you today?","start":18.045,"end":19.425,"sentiment":"neutral","sentiment_score":0.31645173331101734},{"text":"Mhmm.","start":37.48,"end":37.98,"sentiment":"neutral","sentiment_score":-0.03871806710958481}],"sentiment":"neutral","sentiment_score":0.15893760662791984,"num_words":14,"start":13.759999,"end":37.98},{"sentences":[{"text":"Mhmm.","start":44.254997,"end":44.754997,"sentiment":"neutral","sentiment_score":-0.21567723155021667},{"text":"No worries.","start":45.855,"end":46.675,"sentiment":"neutral","sentiment_score":-0.019444506615400314},{"text":"No worries.","start":47.375,"end":47.934998,"sentiment":"neutral","sentiment_score":0.17387372255325317},{"text":"I'll be more than happy to check on your account.","start":47.934998,"end":50.095,"sentiment":"positive","sentiment_score":0.47406150996685026},{"text":"Let me pull it up first.","start":50.095,"end":51.774998,"sentiment":"neutral","sentiment_score":0.15623590598503748}],"sentiment":"neutral","sentiment_score":0.2748196064716294,"num_words":21,"start":44.254997,"end":51.774998},{"sentences":[{"text":"Hold on.","start":51.774998,"end":52.35,"sentiment":"neutral","sentiment_score":0.07228202000260353},{"text":"Could you provide me your last name, please?","start":54.91,"end":57.489998,"sentiment":"neutral","sentiment_score":0.04136690869927406},{"text":"Okay.","start":68.255,"end":68.755,"sentiment":"neutral","sentiment_score":0.03689733147621155},{"text":"Bill Ristovski.","start":69.055,"end":70.035,"sentiment":"neutral","sentiment_score":0.03794243186712265},{"text":"Correct?","start":70.415,"end":70.915,"sentiment":"neutral","sentiment_score":0.04336937144398689}],"sentiment":"neutral","sentiment_score":0.045117919732417376,"num_words":14,"start":51.774998,"end":70.915},{"sentences":[{"text":"Thank you so much.","start":72.735,"end":74.275,"sentiment":"positive","sentiment_score":0.616840586066246},{"text":"Just give me one second.","start":74.495,"end":75.795,"sentiment":"neutral","sentiment_score":0.137799072265625},{"text":"Yes.","start":78.240005,"end":78.560005,"sentiment":"neutral","sentiment_score":0.04713807255029678},{"text":"I already have your account pulled up, and yet here, there is a recurring, recurring invoice for $77.28.","start":78.560005,"end":85.28,"sentiment":"neutral","sentiment_score":0.01447710446599457},{"text":"So you mentioned you're setting up a payment.","start":85.28,"end":87.36,"sentiment":"neutral","sentiment_score":0.03903804230503738}],"sentiment":"neutral","sentiment_score":0.10489966658254464,"num_words":36,"start":72.735,"end":87.36},{"sentences":[{"text":"Correct?","start":87.36,"end":87.86,"sentiment":"neutral","sentiment_score":0.0412362664937973},{"text":"Sure.","start":95.975006,"end":96.475006,"sentiment":"neutral","sentiment_score":0.07495854794979095},{"text":"So you mean you wanna add your wife's name under your same account?","start":107.2,"end":111.3,"sentiment":"neutral","sentiment_score":0.019489485913744338},{"text":"Sure.","start":111.92,"end":112.42,"sentiment":"neutral","sentiment_score":0.04050838202238083},{"text":"Sure.","start":113.44,"end":113.76,"sentiment":"neutral","sentiment_score":0.059270307421684265}],"sentiment":"neutral","sentiment_score":0.02760804828037234,"num_words":17,"start":87.36,"end":113.76},{"sentences":[{"text":"Since we will be making some changes on your account, could you verify your date of birth, please?","start":113.76,"end":118.5,"sentiment":"neutral","sentiment_score":0.029068642295897007},{"text":"Twenty first.","start":124.705,"end":125.745,"sentiment":"neutral","sentiment_score":0.0002729082480072975},{"text":"Correct?","start":125.745,"end":126.245,"sentiment":"neutral","sentiment_score":0.005122628062963486},{"text":"1963.","start":131.345,"end":132.705,"sentiment":"neutral","sentiment_score":0.005324877332895994},{"text":"How about your identification number, please?","start":132.705,"end":135.125,"sentiment":"neutral","sentiment_score":-0.023783875939746697}],"sentiment":"neutral","sentiment_score":0.013983058127840715,"num_words":28,"start":113.76,"end":135.125},{"sentences":[{"text":"It's a combination of numbers that can be found on customer's ID percentage during starting the plan, driver's license, passport, whatever ID that we have.","start":144.04001,"end":155.485,"sentiment":"neutral","sentiment_score":0.036161222495138645},{"text":"We can we can check it.","start":155.485,"end":157.185,"sentiment":"neutral","sentiment_score":0.0332145302866896},{"text":"We can check if that will match what's what was submitted on our system.","start":161.005,"end":169.61,"sentiment":"neutral","sentiment_score":0.025030692906251976},{"text":"Just the number on the ID.","start":173.75,"end":175.93,"sentiment":"neutral","sentiment_score":-0.0015191645361483097},{"text":"Yes.","start":183.015,"end":183.515,"sentiment":"neutral","sentiment_score":-0.0024973154067993164}],"sentiment":"neutral","sentiment_score":0.027733368118508503,"num_words":52,"start":144.04001,"end":183.515},{"sentences":[{"text":"Yeah.","start":185.73499,"end":186.055,"sentiment":"neutral","sentiment_score":0.00582327414304018},{"text":"This is just the number on the driver's license.","start":186.055,"end":188.635,"sentiment":"neutral","sentiment_score":0.0033282422033759453},{"text":"Sorry?","start":195.73001,"end":196.23001,"sentiment":"neutral","sentiment_score":-0.0362541601061821},{"text":"If in any case that will not match of what we have here in the system, we can try some other ID that you have in your possession right now.","start":205.21501,"end":214.435,"sentiment":"neutral","sentiment_score":-0.04812677775820096},{"text":"Yeah.","start":218.43999,"end":218.93999,"sentiment":"neutral","sentiment_score":0.011346043087542055}],"sentiment":"neutral","sentiment_score":-0.034117476090267745,"num_words":42,"start":185.73499,"end":218.93999},{"sentences":[{"text":"It's a password, but we can try driver's license first.","start":219.56,"end":222.54,"sentiment":"neutral","sentiment_score":0.0014237445779144765},{"text":"Yeah.","start":227.87999,"end":228.12,"sentiment":"neutral","sentiment_score":0.030573172494769096},{"text":"Just the the number.","start":228.12,"end":229.42,"sentiment":"neutral","sentiment_score":0.0354966358281672},{"text":"Thank you for thank you so much, Bill.","start":235.935,"end":238.815,"sentiment":"positive","sentiment_score":0.4697979334741831},{"text":"This is also for your account security since we'll be making changes on your account.","start":238.815,"end":242.83499,"sentiment":"neutral","sentiment_score":0.19961954057216644}],"sentiment":"neutral","sentiment_score":0.18261772994638273,"num_words":38,"start":219.56,"end":242.83499},{"sentences":[{"text":"Thank you so much.","start":264.595,"end":265.395,"sentiment":"positive","sentiment_score":0.6563535183668137},{"text":"And that matched of what we have here in our system.","start":265.395,"end":268.215,"sentiment":"positive","sentiment_score":0.5447557026689703},{"text":"Now I'll be more than happy to update first your account, adding your wife's name, and then moving forward to making a payment and setting up your payments on your account.","start":268.595,"end":280.18997,"sentiment":"positive","sentiment_score":0.5997076053773204},{"text":"Okay?","start":280.18997,"end":280.68997,"sentiment":"neutral","sentiment_score":0.05946327745914459},{"text":"Sure.","start":289.31,"end":289.81,"sentiment":"neutral","sentiment_score":0.07822568714618683}],"sentiment":"positive","sentiment_score":0.5697156569610039,"num_words":48,"start":264.595,"end":289.81},{"sentences":[{"text":"Can you provide your wife's name?","start":290.76498,"end":292.685,"sentiment":"neutral","sentiment_score":0.04827988209823767},{"text":"It will be better if you will spell out for me phonetically just to make sure I'll be getting the correct spelling as well.","start":292.685,"end":299.82498,"sentiment":"neutral","sentiment_score":0.07438661437481642},{"text":"Mhmm.","start":303.725,"end":304.225,"sentiment":"neutral","sentiment_score":0.03412408009171486},{"text":"Mhmm.","start":313.34,"end":313.84,"sentiment":"neutral","sentiment_score":0.01895923912525177},{"text":"Mhmm.","start":328.195,"end":328.695,"sentiment":"neutral","sentiment_score":0.01584269106388092}],"sentiment":"neutral","sentiment_score":0.06496618326866266,"num_words":33,"start":290.76498,"end":328.695},{"sentences":[{"text":"Thank you so much.","start":341.62,"end":342.66,"sentiment":"positive","sentiment_score":0.6653816401958466},{"text":"I have Chris I have Christine c and then Cassie.","start":342.66,"end":347.94,"sentiment":"neutral","sentiment_score":0.14376007989048958},{"text":"That's c for Charlie, a for alpha, s for Sierra, s for Sierra, I for India, m for Mary, then the hyphen, and then your last name, Ratowski.","start":347.94,"end":357.795,"sentiment":"neutral","sentiment_score":0.06363133906519838},{"text":"Correct?","start":358.255,"end":358.755,"sentiment":"neutral","sentiment_score":0.03691168129444122},{"text":"And Christine has no active account with Airtel under her name.","start":374.44,"end":380.875,"sentiment":"neutral","sentiment_score":-0.06261146542700854}],"sentiment":"neutral","sentiment_score":0.0968331558353923,"num_words":54,"start":341.62,"end":380.875},{"sentences":[{"text":"Correct?","start":380.875,"end":381.375,"sentiment":"neutral","sentiment_score":-0.028623204678297043},{"text":"I just have to add this.","start":381.435,"end":382.895,"sentiment":"neutral","sentiment_score":-0.05036974512040615},{"text":"None.","start":384.155,"end":384.655,"sentiment":"neutral","sentiment_score":-0.13949540257453918},{"text":"Okay.","start":385.835,"end":386.335,"sentiment":"neutral","sentiment_score":-0.01226435974240303},{"text":"Sure.","start":387.19498,"end":387.69498,"sentiment":"neutral","sentiment_score":0.04951219260692597}],"sentiment":"neutral","sentiment_score":-0.04330892451107502,"num_words":10,"start":380.875,"end":387.69498},{"sentences":[{"text":"I've already added Christine's name on your account.","start":387.835,"end":391.85,"sentiment":"neutral","sentiment_score":0.07720421720296144},{"text":"This is going to be your name and Christine's name under your account.","start":391.85,"end":395.95,"sentiment":"neutral","sentiment_score":0.06916835703528844},{"text":"That will be helpful.","start":408.775,"end":410.235,"sentiment":"neutral","sentiment_score":0.10412850230932236},{"text":"Mhmm.","start":419.36,"end":419.86,"sentiment":"neutral","sentiment_score":-0.011846518144011496},{"text":"Okay.","start":427.44,"end":427.94,"sentiment":"neutral","sentiment_score":0.007967297919094563}],"sentiment":"neutral","sentiment_score":0.07146137659610421,"num_words":27,"start":387.835,"end":427.94},{"sentences":[{"text":"Alright.","start":428.32,"end":428.82,"sentiment":"neutral","sentiment_score":0.007899817079305649},{"text":"Apartment 107?","start":433.965,"end":435.425,"sentiment":"neutral","sentiment_score":-0.00135500991018489},{"text":"Mhmm.","start":443.005,"end":443.505,"sentiment":"neutral","sentiment_score":0.002114908304065466},{"text":"Okay.","start":449.63998,"end":450.13998,"sentiment":"neutral","sentiment_score":0.012566179037094116},{"text":"Okay.","start":459.48,"end":459.98,"sentiment":"neutral","sentiment_score":0.02321280725300312}],"sentiment":"neutral","sentiment_score":0.007180615308849762,"num_words":6,"start":428.32,"end":459.98},{"sentences":[{"text":"I have Apartment 10727 to 29 Cerbos Road.","start":460.145,"end":465.685,"sentiment":"neutral","sentiment_score":0.022905071964487433},{"text":"Thank you so much.","start":468.385,"end":469.685,"sentiment":"neutral","sentiment_score":-0.04157507326453924},{"text":"I'm so sorry for that.","start":471.505,"end":473.20502,"sentiment":"neutral","sentiment_score":-0.26794873774051664},{"text":"Yeah.","start":479.28998,"end":479.69,"sentiment":"neutral","sentiment_score":-0.007268764078617096},{"text":"You're correct.","start":479.69,"end":480.56998,"sentiment":"neutral","sentiment_score":0.021584613888990134}],"sentiment":"neutral","sentiment_score":-0.06434514711727388,"num_words":20,"start":460.145,"end":480.56998},{"sentences":[{"text":"I'm so sorry for that.","start":480.56998,"end":482.03,"sentiment":"neutral","sentiment_score":-0.1622480034828186},{"text":"They're so funny.","start":487.37,"end":488.43,"sentiment":"neutral","sentiment_score":-0.03046656772494316},{"text":"I'm so sorry for that, though.","start":488.72998,"end":490.43,"sentiment":"neutral","sentiment_score":-0.08090627131362756},{"text":"Mhmm.","start":508.28,"end":508.6,"sentiment":"neutral","sentiment_score":0.017588172107934952},{"text":"Oh, I'm so sorry.","start":508.6,"end":510.04,"sentiment":"neutral","sentiment_score":-0.026089300867170095}],"sentiment":"neutral","sentiment_score":-0.07762349367533859,"num_words":19,"start":480.56998,"end":510.04},{"sentences":[{"text":"But we normally send the invoice through digital, so it will be sent to your email.","start":510.04,"end":516.22,"sentiment":"neutral","sentiment_score":0.002929731272161007},{"text":"Yes.","start":522.415,"end":522.915,"sentiment":"neutral","sentiment_score":0.05866967886686325},{"text":"Do you need it to be delivered to you, or you just have to be to have a hard copy?","start":523.935,"end":528.975,"sentiment":"neutral","sentiment_score":0.022376436460763215},{"text":"Because we yeah.","start":528.975,"end":537.96,"sentiment":"neutral","sentiment_score":-0.0003351631263891856},{"text":"Sorry.","start":543.06,"end":543.54,"sentiment":"neutral","sentiment_score":-0.09188172221183775}],"sentiment":"neutral","sentiment_score":0.01122407065477313,"num_words":41,"start":510.04,"end":543.54},{"sentences":[{"text":"I mean, is the reason why do you need the physical copy or the hard copy?","start":543.54,"end":553.485,"sentiment":"neutral","sentiment_score":-0.040166624006815255},{"text":"Because invoices will and payment or receipt will be sent to you the primary email associated in your account.","start":553.485,"end":562.63,"sentiment":"neutral","sentiment_score":-0.007201823454938437},{"text":"It's not gonna be mailed.","start":563.97003,"end":565.43,"sentiment":"neutral","sentiment_score":-0.1064158670604229},{"text":"No, Bill.","start":575.34503,"end":575.985,"sentiment":"neutral","sentiment_score":-0.19090687483549118},{"text":"I'm sorry for that.","start":575.985,"end":577.28503,"sentiment":"negative","sentiment_score":-0.3873221278190613}],"sentiment":"neutral","sentiment_score":-0.0704930918696134,"num_words":46,"start":543.54,"end":577.28503},{"sentences":[{"text":"Yeah.","start":579.025,"end":579.525,"sentiment":"neutral","sentiment_score":-0.005555685609579086},{"text":"Oh, so I guess this is for paperless.","start":580.145,"end":582.245,"sentiment":"neutral","sentiment_score":-0.21262267976999283},{"text":"You know?","start":582.385,"end":583.045,"sentiment":"neutral","sentiment_score":-0.07410109788179398},{"text":"There is not as well, Bill.","start":596.19,"end":597.89,"sentiment":"neutral","sentiment_score":-0.14618961388866106},{"text":"What we offer is, I mean, the promotion or discount on the website for our new customers.","start":598.26996,"end":605.625,"sentiment":"neutral","sentiment_score":-0.04405848999672076}],"sentiment":"neutral","sentiment_score":-0.10237856861203909,"num_words":34,"start":579.025,"end":605.625},{"sentences":[{"text":"Yes.","start":612.245,"end":612.725,"sentiment":"neutral","sentiment_score":0.01872246339917183},{"text":"That's correct.","start":612.725,"end":613.545,"sentiment":"neutral","sentiment_score":0.013197578489780426},{"text":"Mhmm.","start":615.72,"end":616.22,"sentiment":"neutral","sentiment_score":0.02467910572886467},{"text":"Mhmm.","start":621.72,"end":622.22,"sentiment":"neutral","sentiment_score":0.07070720195770264},{"text":"We can process the payment today for your current invoice for September as you might be charged for the late or late fees.","start":630.755,"end":642.15,"sentiment":"neutral","sentiment_score":0.1535630886969359}],"sentiment":"neutral","sentiment_score":0.13115910600338662,"num_words":28,"start":612.245,"end":642.15},{"sentences":[{"text":"And then once it's set up on your account, that will be automatically debited from your credit card if we we're gonna save it for direct debit.","start":642.55005,"end":651.29004,"sentiment":"neutral","sentiment_score":0.14653985519652013},{"text":"Mhmm.","start":653.59,"end":654.09,"sentiment":"neutral","sentiment_score":0.04584650695323944},{"text":"No.","start":659.995,"end":660.15497,"sentiment":"neutral","sentiment_score":-0.2047438770532608},{"text":"There's none.","start":660.15497,"end":660.795,"sentiment":"neutral","sentiment_score":-0.20777784287929535},{"text":"It's gonna be your that's the exact the exact amount that you owe or to pay with the current invoice.","start":660.795,"end":669.69,"sentiment":"neutral","sentiment_score":-0.12836396396160127}],"sentiment":"neutral","sentiment_score":0.01597732853363542,"num_words":51,"start":642.55005,"end":669.69},{"sentences":[{"text":"Yeah.","start":670.17,"end":670.67,"sentiment":"neutral","sentiment_score":-0.048767659813165665},{"text":"Mhmm.","start":679.85,"end":680.09,"sentiment":"neutral","sentiment_score":0.020542338490486145},{"text":"Oh, sure.","start":680.09,"end":680.83,"sentiment":"neutral","sentiment_score":0.03917355462908745},{"text":"Okay.","start":681.29,"end":681.69,"sentiment":"neutral","sentiment_score":0.03426460549235344},{"text":"Let me just go ahead here.","start":681.69,"end":683.59503,"sentiment":"neutral","sentiment_score":0.04406447056680918}],"sentiment":"neutral","sentiment_score":0.031706656075336716,"num_words":11,"start":670.17,"end":683.59503},{"sentences":[{"text":"Is it is it going to be your bank account or your credit card?","start":683.59503,"end":686.815,"sentiment":"neutral","sentiment_score":0.009155202523938246},{"text":"Okay.","start":689.275,"end":689.775,"sentiment":"neutral","sentiment_score":0.0172928124666214},{"text":"Uh-huh.","start":690.715,"end":691.215,"sentiment":"neutral","sentiment_score":0.009865164756774902},{"text":"Could you provide me your card number, please?","start":692.155,"end":694.44,"sentiment":"neutral","sentiment_score":0.016504643368534744},{"text":"Mhmm.","start":700.76,"end":701.26,"sentiment":"neutral","sentiment_score":0.01547391340136528}],"sentiment":"neutral","sentiment_score":0.012113674916327,"num_words":25,"start":683.59503,"end":701.26},{"sentences":[{"text":"Alright.","start":705.96,"end":706.46,"sentiment":"neutral","sentiment_score":0.03100529871881008},{"text":"Okay.","start":707.255,"end":707.755,"sentiment":"neutral","sentiment_score":0.02804012969136238},{"text":"Thank you so much.","start":716.055,"end":716.855,"sentiment":"positive","sentiment_score":0.40384168922901154},{"text":"Just give me one second.","start":716.855,"end":718.315,"sentiment":"neutral","sentiment_score":0.13737398386001587},{"text":"I have 5523508200420742.","start":722.75,"end":729.70996,"sentiment":"neutral","sentiment_score":0.03915368393063545}],"sentiment":"neutral","sentiment_score":0.17705308260130032,"num_words":14,"start":705.96,"end":729.70996},{"sentences":[{"text":"Correct?","start":729.70996,"end":730.20996,"sentiment":"neutral","sentiment_score":0.04841434955596924},{"text":"Yes.","start":736.875,"end":737.375,"sentiment":"neutral","sentiment_score":0.037049248814582825},{"text":"Yes.","start":737.435,"end":737.835,"sentiment":"neutral","sentiment_score":0.04405296593904495},{"text":"5 523.","start":737.835,"end":739.135,"sentiment":"neutral","sentiment_score":0.034419868141412735},{"text":"Thank you so much.","start":739.35504,"end":740.155,"sentiment":"positive","sentiment_score":0.39311546087265015}],"sentiment":"neutral","sentiment_score":0.19675757156478035,"num_words":9,"start":729.70996,"end":740.155},{"sentences":[{"text":"How about the name appearing on the card, please?","start":740.155,"end":742.895,"sentiment":"neutral","sentiment_score":0.018011174423413143},{"text":"You so much.","start":749.115,"end":749.675,"sentiment":"positive","sentiment_score":0.6013641754786173},{"text":"Just give me one second.","start":749.675,"end":751.32,"sentiment":"neutral","sentiment_score":0.3113048255443573},{"text":"The expiration date, please?","start":770.91504,"end":772.455,"sentiment":"neutral","sentiment_score":0.030806961469352245},{"text":"Mhmm.","start":780.85,"end":781.35,"sentiment":"neutral","sentiment_score":0.020025143399834633}],"sentiment":"neutral","sentiment_score":0.16663500969298184,"num_words":22,"start":740.155,"end":781.35},{"sentences":[{"text":"Perfect.","start":783.32996,"end":783.82996,"sentiment":"neutral","sentiment_score":0.294145405292511},{"text":"How about the CVV or the CVV?","start":784.12994,"end":786.14996,"sentiment":"neutral","sentiment_score":0.07197218228663717},{"text":"Thank you so much.","start":791.38495,"end":792.425,"sentiment":"positive","sentiment_score":0.6872470676898956},{"text":"Let me save and allow this for future charges, and then we'll go ahead and process your current invoice.","start":792.425,"end":799.32495,"sentiment":"positive","sentiment_score":0.3638678867565958},{"text":"It says invalid card number.","start":806.58,"end":808.6,"sentiment":"neutral","sentiment_score":-0.19545613527297973}],"sentiment":"neutral","sentiment_score":0.2634207812241382,"num_words":36,"start":783.32996,"end":808.6},{"sentences":[{"text":"Once again, I have 5523508200420742.","start":809.7,"end":819.815,"sentiment":"neutral","sentiment_score":-0.096126476675272},{"text":"Correct?","start":819.815,"end":820.315,"sentiment":"neutral","sentiment_score":-0.04709858447313309},{"text":"Thank you.","start":843.985,"end":844.805,"sentiment":"neutral","sentiment_score":0.29755738377571106},{"text":"How yes.","start":844.945,"end":846.225,"sentiment":"neutral","sentiment_score":0.023442632518708706},{"text":"How about the CVV?","start":846.225,"end":847.365,"sentiment":"neutral","sentiment_score":0.007271900773048401}],"sentiment":"neutral","sentiment_score":0.01023976198796715,"num_words":14,"start":809.7,"end":847.365},{"sentences":[{"text":"And for the expiration date, it's tenth of twenty twenty seven.","start":853.505,"end":857.77997,"sentiment":"neutral","sentiment_score":0.006659436505287886},{"text":"10/2027.","start":858.0,"end":859.46,"sentiment":"neutral","sentiment_score":-0.0003795619122684002},{"text":"Okay.","start":869.985,"end":870.385,"sentiment":"neutral","sentiment_score":0.11025118827819824},{"text":"Thank you so much.","start":870.385,"end":871.52496,"sentiment":"positive","sentiment_score":0.3873753175139427},{"text":"Okay.","start":879.345,"end":879.845,"sentiment":"neutral","sentiment_score":0.08494376391172409}],"sentiment":"neutral","sentiment_score":0.10097613677175508,"num_words":18,"start":853.505,"end":879.845},{"sentences":[{"text":"I have the same result.","start":880.385,"end":882.005,"sentiment":"neutral","sentiment_score":0.07195052653551101},{"text":"Do you have other card, Bill?","start":882.81995,"end":884.83997,"sentiment":"neutral","sentiment_score":-0.0005054183614750706},{"text":"Yes.","start":891.94,"end":892.44,"sentiment":"neutral","sentiment_score":-0.04230644553899765},{"text":"No.","start":897.46497,"end":897.70496,"sentiment":"neutral","sentiment_score":-0.17885246872901917},{"text":"I'm working overseas.","start":897.70496,"end":898.76495,"sentiment":"neutral","sentiment_score":-0.14402687549591064}],"sentiment":"neutral","sentiment_score":-0.018532463640440255,"num_words":16,"start":880.385,"end":898.76495},{"sentences":[{"text":"Oh, oh, sure.","start":920.07,"end":921.35004,"sentiment":"neutral","sentiment_score":0.023481436694661777},{"text":"Sure.","start":921.35004,"end":921.51,"sentiment":"neutral","sentiment_score":0.07076796144247055},{"text":"Sure.","start":921.51,"end":921.75,"sentiment":"neutral","sentiment_score":0.07310979068279266},{"text":"No worries.","start":921.75,"end":922.395,"sentiment":"neutral","sentiment_score":0.055600399151444435},{"text":"You're from The Philippines.","start":927.35504,"end":928.655,"sentiment":"neutral","sentiment_score":-0.002601052518002689}],"sentiment":"neutral","sentiment_score":0.028647150040011515,"num_words":11,"start":920.07,"end":928.655},{"sentences":[{"text":"Yeah.","start":930.955,"end":931.455,"sentiment":"neutral","sentiment_score":0.02213737554848194},{"text":"You're definitely correct, Bill.","start":934.715,"end":936.73505,"sentiment":"neutral","sentiment_score":0.23397279530763626},{"text":"No worries.","start":949.22,"end":949.95996,"sentiment":"neutral","sentiment_score":0.14913225173950195},{"text":"I'll stay in.","start":950.33997,"end":951.24,"sentiment":"neutral","sentiment_score":0.11104544252157211},{"text":"Sure.","start":1077.72,"end":1078.0399,"sentiment":"neutral","sentiment_score":0.08154953271150589}],"sentiment":"neutral","sentiment_score":0.151907174594023,"num_words":11,"start":930.955,"end":1078.0399},{"sentences":[{"text":"Let me just try to save it.","start":1078.0399,"end":1082.3049,"sentiment":"neutral","sentiment_score":0.04748940733926637},{"text":"Hold on one second.","start":1085.725,"end":1087.105,"sentiment":"neutral","sentiment_score":0.006547083612531424},{"text":"I'm sorry.","start":1099.58,"end":1100.0599,"sentiment":"neutral","sentiment_score":-0.053582269698381424},{"text":"It's still the same, but let me try other let me try to process your invoice if we could do it successfully, Holden, rather than adding the card first.","start":1100.0599,"end":1114.375,"sentiment":"neutral","sentiment_score":-0.05263525536604997},{"text":"Holden.","start":1115.4751,"end":1115.9751,"sentiment":"neutral","sentiment_score":-0.039809323847293854}],"sentiment":"neutral","sentiment_score":-0.03057632751243059,"num_words":43,"start":1078.0399,"end":1115.9751},{"sentences":[{"text":"So that we can see what could be the problem with the cardholder.","start":1116.915,"end":1121.1799,"sentiment":"neutral","sentiment_score":-0.13036809460474894},{"text":"I'll be putting you I mean, I'll be putting myself on mute.","start":1121.5599,"end":1125.1599,"sentiment":"neutral","sentiment_score":-0.06736202693233888},{"text":"Okay?","start":1125.1599,"end":1125.6599,"sentiment":"neutral","sentiment_score":-0.015199398621916773},{"text":"But I'm I'm working on my end.","start":1125.88,"end":1127.48,"sentiment":"neutral","sentiment_score":0.014331696555018425},{"text":"Okay?","start":1127.48,"end":1127.98,"sentiment":"neutral","sentiment_score":0.03785002231597901}],"sentiment":"neutral","sentiment_score":-0.07000461921972387,"num_words":34,"start":1116.915,"end":1127.98},{"sentences":[{"text":"Thank you.","start":1129.5599,"end":1130.2999,"sentiment":"positive","sentiment_score":0.5704416632652283},{"text":"I received the same error, and it did.","start":1194.295,"end":1196.31,"sentiment":"neutral","sentiment_score":0.10158449411392212},{"text":"I mean, there's no error on my end.","start":1196.4701,"end":1198.31,"sentiment":"neutral","sentiment_score":0.07034378033131361},{"text":"It's just that whenever I try to proceed, the card number will be removed and then you'll receive this.","start":1198.31,"end":1208.65,"sentiment":"neutral","sentiment_score":0.028396032554538625},{"text":"Sure.","start":1217.8049,"end":1218.3049,"sentiment":"neutral","sentiment_score":0.017353205010294914}],"sentiment":"neutral","sentiment_score":0.08087335120102293,"num_words":38,"start":1129.5599,"end":1218.3049},{"sentences":[{"text":"Thank you.","start":1220.2849,"end":1221.105,"sentiment":"neutral","sentiment_score":0.23522701859474182},{"text":"Thank you so much for that bill.","start":1221.8049,"end":1223.67,"sentiment":"positive","sentiment_score":0.6540415031569344},{"text":"Yes.","start":1257.66,"end":1258.14,"sentiment":"neutral","sentiment_score":0.002653992734849453},{"text":"Hold on.","start":1258.14,"end":1258.88,"sentiment":"neutral","sentiment_score":-0.013101116754114628},{"text":"Let me try it again.","start":1263.155,"end":1264.835,"sentiment":"neutral","sentiment_score":-0.013884745724499225}],"sentiment":"neutral","sentiment_score":0.2915160346995382,"num_words":17,"start":1220.2849,"end":1264.835},{"sentences":[{"text":"Hold on.","start":1264.835,"end":1265.575,"sentiment":"neutral","sentiment_score":-0.02028853725641966},{"text":"If alright.","start":1301.14,"end":1301.86,"sentiment":"neutral","sentiment_score":-0.042273519560694695},{"text":"I I I tried again.","start":1301.86,"end":1302.9,"sentiment":"neutral","sentiment_score":-0.06625545099377632},{"text":"However, it gave me the same screen.","start":1302.9,"end":1305.46,"sentiment":"neutral","sentiment_score":-0.20863165812832968},{"text":"If I may ask if have you tried adding it on your end by logging in on your customer portal?","start":1305.46,"end":1311.88,"sentiment":"neutral","sentiment_score":-0.07202045265585184}],"sentiment":"neutral","sentiment_score":-0.09325644523940152,"num_words":36,"start":1264.835,"end":1311.88},{"sentences":[{"text":"The password?","start":1321.1349,"end":1321.875,"sentiment":"neutral","sentiment_score":-0.17565510421991348},{"text":"Okay.","start":1338.35,"end":1338.85,"sentiment":"neutral","sentiment_score":0.11119824647903442},{"text":"I'll try to give you a login and then a password as well so that you can log in to your account.","start":1338.99,"end":1346.765,"sentiment":"neutral","sentiment_score":0.32190005819905887},{"text":"As long as you haven't changed your password yet or your login credentials, we could sign in or log in onto this account.","start":1348.7451,"end":1357.0851,"sentiment":"neutral","sentiment_score":0.18483532965183258},{"text":"On your login page, please type in this combination of number numbers in the login.","start":1357.19,"end":1361.9299,"sentiment":"neutral","sentiment_score":0.0938471828897794}],"sentiment":"neutral","sentiment_score":0.1984223752977356,"num_words":63,"start":1321.1349,"end":1361.9299},{"sentences":[{"text":"Let me know whenever you're ready.","start":1362.23,"end":1363.77,"sentiment":"neutral","sentiment_score":0.06395247330268224},{"text":"Sure.","start":1367.59,"end":1368.09,"sentiment":"neutral","sentiment_score":0.022012468427419662},{"text":"The password?","start":1373.805,"end":1374.385,"sentiment":"neutral","sentiment_score":-0.06183834373950958},{"text":"Mhmm.","start":1376.4451,"end":1376.9451,"sentiment":"neutral","sentiment_score":-0.03717359900474548},{"text":"Once you have a plan with us or started as a customer, you will be given credentials to log in to our customer portal.","start":1383.405,"end":1392.67,"sentiment":"neutral","sentiment_score":0.053012813131014504}],"sentiment":"neutral","sentiment_score":0.04462307461482637,"num_words":34,"start":1362.23,"end":1392.67},{"sentences":[{"text":"No.","start":1402.425,"end":1402.665,"sentiment":"neutral","sentiment_score":-0.2484424114227295},{"text":"Not yet.","start":1402.665,"end":1403.485,"sentiment":"neutral","sentiment_score":-0.20825520157814026},{"text":"It means that you haven't changed your password yet.","start":1403.865,"end":1406.425,"sentiment":"neutral","sentiment_score":-0.12478503336509068},{"text":"So if we are to use these credentials, we should be able to log in to your account.","start":1406.425,"end":1411.245,"sentiment":"neutral","sentiment_score":-0.018527775175041623},{"text":"It's airtel.net.au.","start":1419.58,"end":1421.9199,"sentiment":"neutral","sentiment_score":0.027550045400857925}],"sentiment":"neutral","sentiment_score":-0.06457556178793311,"num_words":32,"start":1402.425,"end":1421.9199},{"sentences":[{"text":"And then are you on are you on our home page?","start":1422.2999,"end":1428.24,"sentiment":"neutral","sentiment_score":0.026052196002141995},{"text":"My account?","start":1428.46,"end":1429.1799,"sentiment":"neutral","sentiment_score":0.009068740997463465},{"text":"Yes.","start":1429.1799,"end":1429.665,"sentiment":"neutral","sentiment_score":0.03212946653366089},{"text":"No.","start":1436.0651,"end":1436.385,"sentiment":"neutral","sentiment_score":-0.12834078073501587},{"text":"Can you please go to the, blank I mean, login page where you are to enter your login and then your password?","start":1436.385,"end":1444.74,"sentiment":"neutral","sentiment_score":-0.05408814972774549}],"sentiment":"neutral","sentiment_score":-0.026525377572790998,"num_words":37,"start":1422.2999,"end":1444.74},{"sentences":[{"text":"Code.","start":1447.14,"end":1447.64,"sentiment":"neutral","sentiment_score":-0.013869023881852629},{"text":"So on your login let me try in my end.","start":1449.38,"end":1452.6,"sentiment":"neutral","sentiment_score":0.0002941539511084557},{"text":"So On your login, are you seeing a an option or a tab to enter your login?","start":1455.22,"end":1467.8351,"sentiment":"neutral","sentiment_score":0.00821262680213241},{"text":"I will provide you the the set of numbers.","start":1468.135,"end":1471.275,"sentiment":"neutral","sentiment_score":0.025376485453711614},{"text":"Okay?","start":1472.2151,"end":1472.7151,"sentiment":"neutral","sentiment_score":0.03362211585044861}],"sentiment":"neutral","sentiment_score":0.010281517268403581,"num_words":38,"start":1447.14,"end":1472.7151},{"sentences":[{"text":"Okay.","start":1478.74,"end":1479.24,"sentiment":"neutral","sentiment_score":0.07338479161262512},{"text":"Okay.","start":1490.265,"end":1490.765,"sentiment":"neutral","sentiment_score":0.03631722927093506},{"text":"Yes.","start":1494.745,"end":1495.245,"sentiment":"neutral","sentiment_score":0.015382788144052029},{"text":"So it's 1785 555500 87815.","start":1496.825,"end":1518.355,"sentiment":"neutral","sentiment_score":0.011368962936103344},{"text":"The last four numbers are supposed to be 7815.","start":1536.9401,"end":1542.0,"sentiment":"neutral","sentiment_score":-0.017533435589737363}],"sentiment":"neutral","sentiment_score":0.0014193354941466276,"num_words":17,"start":1478.74,"end":1542.0},{"sentences":[{"text":"That's correct.","start":1557.035,"end":1557.775,"sentiment":"neutral","sentiment_score":0.13439969718456268},{"text":"Yes.","start":1557.915,"end":1558.41,"sentiment":"neutral","sentiment_score":0.09330342710018158},{"text":"For your password, it's 0 AndThenLowerLowercaseNForNancy, UppercaseRForRomeo, then UppercaseAForAlpha, LowercasePForPapa, UppercaseRForRomeo, And then LowercaseOForOscar.","start":1558.49,"end":1601.275,"sentiment":"neutral","sentiment_score":0.03489058664334672},{"text":"And and the number 7.","start":1606.855,"end":1608.3151,"sentiment":"neutral","sentiment_score":0.018967409245669843},{"text":"Yes, please.","start":1615.43,"end":1616.17,"sentiment":"neutral","sentiment_score":0.08973560854792595}],"sentiment":"neutral","sentiment_score":0.046869970741681755,"num_words":24,"start":1557.035,"end":1616.17},{"sentences":[{"text":"Hold hold on.","start":1626.715,"end":1627.9149,"sentiment":"neutral","sentiment_score":-0.077512226998806},{"text":"Let me check on your account.","start":1627.9149,"end":1631.615,"sentiment":"neutral","sentiment_score":-0.017476110408703487},{"text":"On your profile, you'll have an option to reset your password.","start":1643.39,"end":1647.81,"sentiment":"neutral","sentiment_score":0.005259216170419346},{"text":"Yes.","start":1651.155,"end":1651.655,"sentiment":"neutral","sentiment_score":0.07367569953203201},{"text":"On the upper right corner of your screen where it says your name, there is a drop down menu wherein you will be able to click a profile option.","start":1651.795,"end":1660.375,"sentiment":"neutral","sentiment_score":0.07802235001120074}],"sentiment":"neutral","sentiment_score":0.04113563768565655,"num_words":50,"start":1626.715,"end":1660.375},{"sentences":[{"text":"When you click profile option, you'll have to you'll be routed to your profile details, your login number, your email address, your phone number, and also your billing and address.","start":1661.0751,"end":1676.55,"sentiment":"neutral","sentiment_score":0.08837185949087142},{"text":"And also on the lowest part, that's where you will reset your password.","start":1677.17,"end":1685.5549,"sentiment":"neutral","sentiment_score":0.03791284245940355},{"text":"Okay.","start":1686.575,"end":1687.075,"sentiment":"neutral","sentiment_score":0.04611629992723465},{"text":"So Alright.","start":1687.5349,"end":1695.2001,"sentiment":"neutral","sentiment_score":0.04102829098701477},{"text":"And then please please click in finance, and then click pay re payment credentials.","start":1695.2001,"end":1708.8201,"sentiment":"neutral","sentiment_score":0.013553112712023514}],"sentiment":"neutral","sentiment_score":0.057698986609466374,"num_words":60,"start":1661.0751,"end":1708.8201},{"sentences":[{"text":"It's under finance option.","start":1719.015,"end":1721.3551,"sentiment":"neutral","sentiment_score":-0.07086163386702538},{"text":"When you click finance, a subcategory below it show us a document, payRx payment credentials, and b pay CRN.","start":1721.895,"end":1733.23,"sentiment":"neutral","sentiment_score":-0.051412740085077915},{"text":"So you just have to choose the pay payRx payment credentials.","start":1733.37,"end":1736.43,"sentiment":"neutral","sentiment_score":-0.03871575251898982},{"text":"Did you see it?","start":1739.365,"end":1740.345,"sentiment":"neutral","sentiment_score":-0.053662024438381195},{"text":"Well, you can on the amount that you owe, you can also make a payment on that if you click on the check mark icon.","start":1752.72,"end":1772.925,"sentiment":"neutral","sentiment_score":0.0034458998590707777}],"sentiment":"neutral","sentiment_score":-0.028804166286828973,"num_words":63,"start":1719.015,"end":1772.925},{"sentences":[{"text":"Yes.","start":1772.925,"end":1773.425,"sentiment":"neutral","sentiment_score":0.004052449017763138},{"text":"And then please click pay pay by pay, Rick.","start":1773.485,"end":1776.865,"sentiment":"neutral","sentiment_score":-0.007820372676683797},{"text":"Is it loading on your end?","start":1803.2899,"end":1804.75,"sentiment":"neutral","sentiment_score":-0.1341640055179596},{"text":"Sure.","start":1805.2899,"end":1805.61,"sentiment":"neutral","sentiment_score":-0.018438324332237244},{"text":"Let me try as well on my end.","start":1805.61,"end":1807.69,"sentiment":"neutral","sentiment_score":-0.01995304983574897}],"sentiment":"neutral","sentiment_score":-0.041975106447935104,"num_words":25,"start":1772.925,"end":1807.69},{"sentences":[{"text":"Hold on.","start":1807.69,"end":1808.51,"sentiment":"neutral","sentiment_score":-0.026767323724925518},{"text":"Mhmm.","start":1814.09,"end":1814.57,"sentiment":"neutral","sentiment_score":-0.014248661696910858},{"text":"Is this your Mastercard or it's a Visa card?","start":1814.57,"end":1817.565,"sentiment":"neutral","sentiment_score":-0.00011282414197921753},{"text":"Let me try this method as well.","start":1825.4049,"end":1827.345,"sentiment":"neutral","sentiment_score":0.03942870854267052},{"text":"Alright.","start":1869.1001,"end":1869.6001,"sentiment":"neutral","sentiment_score":0.06314834207296371}],"sentiment":"neutral","sentiment_score":0.013517528772354126,"num_words":20,"start":1807.69,"end":1869.6001},{"sentences":[{"text":"We'll send you a, like, a verification or one time code sent to your device.","start":1869.74,"end":1875.92,"sentiment":"neutral","sentiment_score":0.05812411457300186},{"text":"Can you confirm which I mean, the last three digits of your phone number?","start":1876.425,"end":1883.005,"sentiment":"neutral","sentiment_score":0.03224410183195557},{"text":"That's great.","start":1887.785,"end":1888.685,"sentiment":"positive","sentiment_score":0.3696231544017792},{"text":"One second.","start":1889.54,"end":1890.44,"sentiment":"neutral","sentiment_score":0.10838741064071655},{"text":"I'm waiting for approval.","start":1890.58,"end":1891.72,"sentiment":"neutral","sentiment_score":0.0015743249095976353}],"sentiment":"neutral","sentiment_score":0.061772907404480756,"num_words":37,"start":1869.74,"end":1891.72},{"sentences":[{"text":"Did you get a notification?","start":1911.795,"end":1912.935,"sentiment":"neutral","sentiment_score":-0.017357300594449045},{"text":"Yes.","start":1942.31,"end":1942.81,"sentiment":"neutral","sentiment_score":0.10028296709060668},{"text":"Yes.","start":1950.9501,"end":1951.4501,"sentiment":"neutral","sentiment_score":0.10395412892103197},{"text":"Let me just waive the response on my end.","start":1951.51,"end":1956.365,"sentiment":"neutral","sentiment_score":0.019971968399153814},{"text":"Hold on.","start":1956.365,"end":1957.1051,"sentiment":"neutral","sentiment_score":0.0009719645604491225}],"sentiment":"neutral","sentiment_score":0.016619013208482,"num_words":18,"start":1911.795,"end":1957.1051},{"sentences":[{"text":"It's still loading and still waiting for approval.","start":1957.645,"end":1960.0651,"sentiment":"neutral","sentiment_score":-0.01090737758204341},{"text":"Alright.","start":1970.85,"end":1971.25,"sentiment":"neutral","sentiment_score":0.2996637225151062},{"text":"The payment was successful, bill.","start":1971.25,"end":1974.6901,"sentiment":"positive","sentiment_score":0.5518358051776886},{"text":"So what happened was I pay your current invoice manually.","start":1974.6901,"end":1978.71,"sentiment":"neutral","sentiment_score":0.09821631722152233},{"text":"I'm not really quite sure why we could we couldn't add your card on your account.","start":1980.075,"end":1985.855,"sentiment":"neutral","sentiment_score":-0.27743389643728733}],"sentiment":"neutral","sentiment_score":-0.012129886075854301,"num_words":40,"start":1957.645,"end":1985.855},{"sentences":[{"text":"I'll still try log I mean, say I mean, adding the payment on your account.","start":1986.315,"end":1991.275,"sentiment":"neutral","sentiment_score":-0.02058512419462204},{"text":"So once your card is successfully added in your account, you'll also receive or you will see a document on your account portal wherein it's like a direct debit agreement.","start":1991.275,"end":2003.44,"sentiment":"neutral","sentiment_score":0.23237950826684634},{"text":"That's when you will know that we were able to add your credit card for your future charges.","start":2004.2999,"end":2012.055,"sentiment":"neutral","sentiment_score":0.268804835776488},{"text":"Okay?","start":2012.115,"end":2012.615,"sentiment":"neutral","sentiment_score":0.0535898432135582},{"text":"Yes.","start":2018.9601,"end":2019.36,"sentiment":"neutral","sentiment_score":0.15595106780529022}],"sentiment":"neutral","sentiment_score":0.1801636360012568,"num_words":65,"start":1986.315,"end":2019.36},{"sentences":[{"text":"I can.","start":2019.36,"end":2019.8401,"sentiment":"neutral","sentiment_score":0.16247563064098358},{"text":"If you would I mean, we can try again one more time.","start":2019.8401,"end":2025.8401,"sentiment":"neutral","sentiment_score":0.03415751984963814},{"text":"But if you don't want to add it right now, you are free to add it anytime on your end as well.","start":2025.8401,"end":2030.925,"sentiment":"neutral","sentiment_score":0.16027997332540425},{"text":"Okay.","start":2035.5651,"end":2036.0651,"sentiment":"neutral","sentiment_score":0.18867242336273193},{"text":"Sure.","start":2036.6051,"end":2037.1051,"sentiment":"neutral","sentiment_score":0.24177178740501404}],"sentiment":"neutral","sentiment_score":0.12345908219484907,"num_words":38,"start":2019.36,"end":2037.1051},{"sentences":[{"text":"I'll put you on hold for a minute or two, and I'll get back to you.","start":2037.245,"end":2039.9651,"sentiment":"neutral","sentiment_score":0.13566845282912254},{"text":"Okay?","start":2039.9651,"end":2040.4651,"sentiment":"neutral","sentiment_score":0.12596073746681213},{"text":"So that I just wanna make sure that I'll be able to add it this time.","start":2040.925,"end":2046.36,"sentiment":"neutral","sentiment_score":0.22024170774966478},{"text":"Thank you.","start":2046.76,"end":2047.42,"sentiment":"positive","sentiment_score":0.45994558930397034},{"text":"Hello, Bill?","start":2134.43,"end":2135.33,"sentiment":"neutral","sentiment_score":0.09181904420256615}],"sentiment":"neutral","sentiment_score":0.18713655604704008,"num_words":37,"start":2037.245,"end":2135.33},{"sentences":[{"text":"Yes.","start":2136.99,"end":2137.31,"sentiment":"neutral","sentiment_score":0.06429442018270493},{"text":"I'm sorry.","start":2137.31,"end":2138.11,"sentiment":"neutral","sentiment_score":-0.20341285318136215},{"text":"I received the same result, same with earlier, like, the credit card number and the c c CVV or CVC is getting removed whenever I click save, the save button.","start":2138.11,"end":2150.995,"sentiment":"neutral","sentiment_score":-0.18935080841183663},{"text":"So you can, go ahead and, get back to your settings.","start":2151.295,"end":2156.575,"sentiment":"neutral","sentiment_score":0.1020586449991573},{"text":"Your to I mean, your card to your normal settings.","start":2156.575,"end":2158.975,"sentiment":"neutral","sentiment_score":0.1018206775188446}],"sentiment":"neutral","sentiment_score":-0.07189266052511004,"num_words":54,"start":2136.99,"end":2158.975},{"sentences":[{"text":"It's fine.","start":2158.975,"end":2159.715,"sentiment":"neutral","sentiment_score":0.1905602365732193},{"text":"If in any case that you'll receive a notification for I mean, or a document on your account being your card successfully adding to your account, it could be a late response on our system.","start":2159.88,"end":2171.0198,"sentiment":"neutral","sentiment_score":0.018723240654383386},{"text":"I'm sorry for the delay for this bill.","start":2171.5598,"end":2173.2551,"sentiment":"negative","sentiment_score":-0.40893127769231796},{"text":"But rest assured that your current bill has been paid off, and there is no an outstanding balance for now.","start":2173.2551,"end":2179.435,"sentiment":"neutral","sentiment_score":0.018600647151470185},{"text":"Added.","start":2191.09,"end":2191.59,"sentiment":"neutral","sentiment_score":-0.05854231119155884}],"sentiment":"neutral","sentiment_score":-0.02911432869167942,"num_words":66,"start":2158.975,"end":2191.59},{"sentences":[{"text":"Yes.","start":2192.53,"end":2193.03,"sentiment":"neutral","sentiment_score":0.028005799278616905},{"text":"Yes.","start":2193.57,"end":2194.07,"sentiment":"neutral","sentiment_score":-0.054648008197546005},{"text":"So for the meantime, I know your concern I mean, your you also prioritize your account security.","start":2194.61,"end":2201.4302,"sentiment":"neutral","sentiment_score":-0.06567856713252909},{"text":"You can reset the status of your settings on your bank account or your I mean, your credit card.","start":2201.7249,"end":2207.905,"sentiment":"neutral","sentiment_score":-0.02791322267761356},{"text":"I'm not quite sure about the that settings, Bill.","start":2231.2048,"end":2234.565,"sentiment":"neutral","sentiment_score":-0.09688504536946614}],"sentiment":"neutral","sentiment_score":-0.0541594572206761,"num_words":47,"start":2192.53,"end":2234.565},{"sentences":[{"text":"However, we have some customers who also have the same I mean, the credit card added on their account as the as their saved payment method.","start":2234.565,"end":2243.3398,"sentiment":"neutral","sentiment_score":0.21267808973789215},{"text":"And, also, the system is actually set up in locally.","start":2243.3398,"end":2248.4,"sentiment":"positive","sentiment_score":0.37887705862522125},{"text":"So there should not be a problem processing the payment monthly if in any case that your card is I mean, will be locked to process internationally because the system is set up in Australia.","start":2249.3398,"end":2265.065,"sentiment":"neutral","sentiment_score":0.20228841922112872},{"text":"Sorry.","start":2279.18,"end":2279.66,"sentiment":"neutral","sentiment_score":0.00307355634868145},{"text":"No.","start":2279.66,"end":2279.82,"sentiment":"neutral","sentiment_score":0.003975462168455124}],"sentiment":"neutral","sentiment_score":0.22473348781772673,"num_words":73,"start":2234.565,"end":2279.82},{"sentences":[{"text":"Because the that number will be routed as well to us.","start":2279.82,"end":2282.955,"sentiment":"neutral","sentiment_score":0.04727970063686371},{"text":"But, no worries.","start":2283.595,"end":2285.355,"sentiment":"neutral","sentiment_score":0.1082882210612297},{"text":"I'll go ahead and try to communicate with the team to check on there and if they I mean, what could be the problem on this because this is just I think this is the first time that I experienced that was able to process the payment manually.","start":2285.355,"end":2298.12,"sentiment":"neutral","sentiment_score":-0.0110570111622413},{"text":"However, I couldn't add the card on your account.","start":2298.12,"end":2300.12,"sentiment":"neutral","sentiment_score":-0.2110331878066063},{"text":"Or maybe this I mean, your settings also affects I don't I I'm I I'm also not I mean, I'm also not aware that there is also a settings for left for international charges on your card.","start":2300.12,"end":2314.7249,"sentiment":"neutral","sentiment_score":-0.14960342303321167}],"sentiment":"neutral","sentiment_score":-0.06592981951932113,"num_words":108,"start":2279.82,"end":2314.7249},{"sentences":[{"text":"That's actually a good security precaution, by the way.","start":2314.7249,"end":2319.865,"sentiment":"neutral","sentiment_score":0.20386912922064462},{"text":"Yeah.","start":2332.5,"end":2333.0,"sentiment":"neutral","sentiment_score":0.08967793732881546},{"text":"I guess so, Bill.","start":2334.0999,"end":2335.32,"sentiment":"neutral","sentiment_score":0.08911582455039024},{"text":"But you can always try it on your end if you have time.","start":2336.835,"end":2341.555,"sentiment":"neutral","sentiment_score":0.17270277440547943},{"text":"Whenever you have time, you can try since you're already logged in to your account, the way to add your payment is going on the finance account.","start":2341.555,"end":2352.16,"sentiment":"neutral","sentiment_score":0.17104047040144602}],"sentiment":"neutral","sentiment_score":0.16933689197456395,"num_words":54,"start":2314.7249,"end":2352.16},{"sentences":[{"text":"Yes.","start":2370.395,"end":2370.635,"sentiment":"neutral","sentiment_score":0.20522786676883695},{"text":"I'm here.","start":2370.635,"end":2371.195,"sentiment":"neutral","sentiment_score":0.18452323973178864},{"text":"Well, I'm so sorry to leave you not having adding your account I mean, card on your account.","start":2371.195,"end":2377.89,"sentiment":"neutral","sentiment_score":-0.22862667072978285},{"text":"Yeah.","start":2383.65,"end":2383.97,"sentiment":"positive","sentiment_score":0.4953315258026123},{"text":"Thank you so much, Bill, and enjoy the rest of your day.","start":2383.97,"end":2386.2898,"sentiment":"positive","sentiment_score":0.7906342148780823}],"sentiment":"neutral","sentiment_score":0.1894687169834095,"num_words":34,"start":2370.395,"end":2386.2898},{"sentences":[{"text":"Goodbye for now.","start":2386.2898,"end":2387.241,"sentiment":"neutral","sentiment_score":0.29504474500815075},{"text":"Bye bye.","start":2391.001,"end":2391.661,"sentiment":"neutral","sentiment_score":0.16689826548099518}],"sentiment":"neutral","sentiment_score":0.24378615319728852,"num_words":5,"start":2386.2898,"end":2391.661}]}}]},{"alternatives":[{"transcript":"Yes. Good day, Mary. Bill's my name. Yeah. Bill. Bill. Mary, we're a new customer for to Airtel. I received the first account via email, and I just wanted to make some changes to it and also set up direct debit and and just ask ask some questions about don't know. I tried to get into it online, and I can't. And so I'm just having having some problems. Yeah. Sure. Okay. Khrustovsky is my last name with a h, h r I, first three letters. Yes. Correct. Yeah. Sure. Yep. I wanted to set up a payment payment, but I also wanted to just correct some information on the account. Firstly firstly, the account's just in my name. Can I put it in my wife's name as well? So can we have joint joint account names, my name and my wife together? Yes. Yes, please. Yeah. Sure. 12/21/1963. '21. Yeah. 12/21/1963. Identification number. Where where is that? Is it on the account, or where is that? Do you want my driver's license number? Alright. So what well, okay. So what so what what can I provide? Driver's license? What else? Yeah. What what do you mean? The what number on the ID? The number on the driver's license, or or is it a different form of ID? Yeah. Right. So is that the only form of ID that I can provide, or are they other forms? Is the driver's license the only form of ID I can provide, or is there a different form of ID in addition to the driver's license? Okay. So what can we try? We can try driver's license. What else can we try? Driver's license. Just so I know what to get. That's all. Alright. Alright. Well, if you hang on a minute, I'll get my wallet, and I'll get the driver's license out of my wallet. That's alright. Yeah. No. That's fine. I I just wanted to know what else I could provide in case I had something handy so I didn't have to go and get it, but that's okay. Alright. Here's the license from fresh from the wallet. 032164495. Yeah. Sure. I just yeah. Well, let's do my wife first, then I'll just wanted to do a couple of other things as well first before paying. Yeah. Sure. Okay. So her first name is Christine with with a c with a c. So c h r I s t I n e, Christine. Now my wife's surname is hyphenated. So the first part of her surname is Casm, which is spelled c a, s s, I m. So Kasim and then the the hyphen, you know, the dash, and then my surname, Khrustovsky, just like it appears on the account. So Christine Kasim Khrustovsky. Yes. Yes. Correct. Yep. Yeah. No. She doesn't. No. No. First time. Yeah. Oh, good. That's great. Now the second change I'd like to make is with the address, it's not quite a 100% correct. So I wanted to make it a 100% correct. So yeah. Okay. So where where it says Unit 107, where it says U, U 107, U U referring to unit. It's not a unit. We live in an apartment. So can you to apartment? Apartment 107. Yep. Now where it says 27 Circles Road, it's it's actually a a double block. So it's 27 and then a little dash, and then it's 20 9. So it should be 27 to 29. So 27 Dash 29 Circles Road, Templestowe. Yep. Correct. Yep. Have you got a rooster in the background? Is he is he the what's that in the what's that crow croaking in the background? Is that a rooster or something? You got a rooster? I've never heard a rooster on the phone before. That's alright. Okay. They're funny. That's alright. Okay. So now now is it possible for me to receive instead of receiving the account every month via email, can I get it in the post? Can I get a a hard copy in the post? So it's not not possible to have a a hard copy in the post. Hello? Are you there? Yeah. Sorry. You just cut out. I didn't hear you. So what sorry. What did you say? Yeah. Is it pop yeah. So so do you offer that service? Do you offer the the post? Do you offer a copy copy of the account by post or not? You don't? Okay. Alright. That's no. That yeah. That's fine. I mean, every every company is different. So if you don't ask, you don't know. Okay. Is is there a discount for a pensioner concession card? Okay. But there's no pensioner concession discount monthly discount? No. There isn't. Okay. Alright. Okay. Alright. So now if we set up a direct debit now, will that will that will that pay the outstanding amount of $77.28, or does it kick in next month, the direct debit? Every month. Okay. Alright. Okay. So is there a fee for direct debit with credit card? No. Okay. Alright. Well, let let's let's pay the amount outstanding and set up direct debit for every month after that. Yeah. Please. Credit card. Sure. 5523 5082, 00420742. Sure. The first four digits are 5523. Did you say that? 5523? Yeah. Okay. Yes. Yep. It it's in my name, so it's Bill Kristofsky. Sure. 10/27. So tenth month, twenty seventh year. 10/27. Yeah. Yeah. It's 277. Sure. Yep. Hang on. Now I'll get the card out. I'll just double check because I gave it to you by memory. I remember it, but sometimes you make mistakes. Double yeah. 5523508200420742. Is that what you have? The CVC is 277. Well, on the card, it says just 1027. It doesn't say 102027. It just says 1027. Sure. No. That's the only credit card I've got. What does it say? Does it say invalid, did you say? Are you overseas, or are you here? That's that's probably why. Because I've I've locked I've got overseas payments locked on the card. Alright? If you hang on a minute, I'll I'll get into settings. I'll unlock the the payment, and then I'll once you process it, I'll put the lock back on. Is that okay? Yeah. What where what country are you in? Where are you? You're in The Philippines. Okay. So that's a Philippine roost that's a Philippine rooster in the background. Alright. Hang on a ticker. I'll just get into settings, and I'll take that lock off. That's probably why it's it says it's invalid because it the lock's on for overseas. Alright. Won't be a minute. Okay. I've removed one of the locks. Did you wanna try that again, please? Yep. Yep. Okay. Yep. Sure. Thanks. Alright. Okay. There's there's one more lock I can take off that relates to international payments. Let me let me take that one off as well and then see if that makes a difference. Alright. Tap. Okay. Let's try that. If this doesn't work, I don't know what we're gonna do next. Try try this. Yeah. Sure. Mhmm. I tried to get into the customer portal, and I I I couldn't get in. I I don't know. It it asked me for what did it ask me? It asked me. Well, it asked me for something else first. I forget what it asked me, but I didn't I I put in an email address, and that that didn't send to work. So I didn't know what else to put in. Hang on. Hang on. I just gotta put you on speaker. Hang on. I I don't remember I don't remember setting up, you know, setting up, yeah, an account. So I I don't know. Have I set up an account? Can you see that at your end? Okay. But but have I I don't think because I haven't logged in before. Am I set up or not? Oh. Alright. Well so what do you want me to do? Go to to log in. Go to the account and go to log in. Is that what I do? Here we go. Here we go. It's done. Yeah. I'm on your home page login, and it asked me for the mobile numbers. How do I put my mobile number in, do I? Okay. So which one's that? So what's that Wi Fi postcode, ZIP code, DTH, ETA, black? Which one's that? Hang on. I'll okay. So what I'll do is I'll go to hang on. I'll go to the the to the account, to your account because that had the link your account had the link on it for okay. So check click here for my bill. That's what you want. Yeah? Click here for my bill. Okay. Yeah. Enter login. Alright. Yeah. Login. So what do I put in the login? Yeah. One seven eight five. Yeah. The best. Four five zero zero. Yeah. 8715. So it's 17178555008715. Is that correct? 7815. Okay. So the whole lot is 1785550087815. Is that right? Okay. Yeah. Yeah. Yes. Apple case. RForRomeo. Yep. Yes. P for papa. Yep. Uppercase r for Romeo. Yep. OferasForLower. Yep. Number 7. Okay. Alright. So sign in now. So next time I'm not gonna remember any of this. How can I reset, you know, the password and the login for next time? On my profile. Okay. Alright. Okay. So I sign in now. Alright. I've signed in. Oh, I've hit sign in. Here we go. Yeah. I've clicked sign in. Yep. Payment credentials. I can't see payment credentials. No. I can just see the amount that I'm owing. I can see recurring invoice. I can see So so what where it says unpaid, do I click on that, you mean? Unpaid. I don't know. It's not it's not doing much unpaid. So I click this download thing. I really don't know. Yeah. I can see the amount, but I can't see how I can pay it. It's a Mastercard. Yeah. Okay. 864. Let me see. I got a security alert. Hang on. Yeah. Here we go. Approval decline. This is from Airtel. 7728. Okay. I'll approve that. Okay. Approve. Okay. Alright. I've approved that. So Yep. Okay. So you're gonna keep trying to set up the direct debit, are you? Let's do it let's do it now. That's fine. Yeah. I wanna get it done. Okay. Yeah. Thanks. Yes. Right. Okay. Okay. So my current bill's been paid, but but you're saying there might be a delayed response to setting setting it all up. It might still might still be set up. Yeah? Okay. Alright. So I'll I'll do that. But but how does that work? Like, if we set it up as a direct debit with the credit card, and I've got the locks I've got the international locks on it, which I normally do, will the payment still go through every month because the locks are on or or not? Okay. Is there a local number that I can call in Australia to set up direct debit given given the locks that I have on the card? Yeah. Alright. Okay. Well, we'll we'll at least you've paid this account, and then we'll worry about next month in the lead up to next month. Alright. Okay. Yeah. Okay. Alright. Well, I'll see how I go with that down the track. Okay. Alright. Thank you. Are you there? No. No worries. We'll work it out in time. Okay. Thank you. Thanks. You too. 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Good day, Mary. Bill's my name. Yeah. Bill.\n\nBill. Mary, we're a new customer for to Airtel. I received the first account via email, and I just wanted to make some changes to it and also set up direct debit and and just ask ask some questions about don't know. I tried to get into it online, and I can't. And so I'm just having having some problems.\n\nYeah. Sure. Okay. Khrustovsky is my last name with a h, h r I, first three letters. Yes.\n\nCorrect. Yeah. Sure. Yep. I wanted to set up a payment payment, but I also wanted to just correct some information on the account.\n\nFirstly firstly, the account's just in my name. Can I put it in my wife's name as well? So can we have joint joint account names, my name and my wife together? Yes. Yes, please.\n\nYeah. Sure. 12/21/1963. '21. Yeah.\n\n12/21/1963. Identification number. Where where is that? Is it on the account, or where is that? Do you want my driver's license number?\n\nAlright. So what well, okay. So what so what what can I provide? Driver's license? What else?\n\nYeah. What what do you mean? The what number on the ID? The number on the driver's license, or or is it a different form of ID? Yeah.\n\nRight. So is that the only form of ID that I can provide, or are they other forms? Is the driver's license the only form of ID I can provide, or is there a different form of ID in addition to the driver's license? Okay. So what can we try?\n\nWe can try driver's license. What else can we try? Driver's license. Just so I know what to get. That's all.\n\nAlright. Alright. Well, if you hang on a minute, I'll get my wallet, and I'll get the driver's license out of my wallet. That's alright. Yeah.\n\nNo. That's fine. I I just wanted to know what else I could provide in case I had something handy so I didn't have to go and get it, but that's okay. Alright. Here's the license from fresh from the wallet.\n\n032164495. Yeah. Sure. I just yeah. Well, let's do my wife first, then I'll just wanted to do a couple of other things as well first before paying.\n\nYeah. Sure. Okay. So her first name is Christine with with a c with a c. So c h r I s t I n e, Christine.\n\nNow my wife's surname is hyphenated. So the first part of her surname is Casm, which is spelled c a, s s, I m. So Kasim and then the the hyphen, you know, the dash, and then my surname, Khrustovsky, just like it appears on the account. So Christine Kasim Khrustovsky. Yes.\n\nYes. Correct. Yep. Yeah. No.\n\nShe doesn't. No. No. First time. Yeah.\n\nOh, good. That's great. Now the second change I'd like to make is with the address, it's not quite a 100% correct. So I wanted to make it a 100% correct. So yeah.\n\nOkay. So where where it says Unit 107, where it says U, U 107, U U referring to unit. It's not a unit. We live in an apartment. So can you to apartment?\n\nApartment 107. Yep. Now where it says 27 Circles Road, it's it's actually a a double block. So it's 27 and then a little dash, and then it's 20 9. So it should be 27 to 29.\n\nSo 27 Dash 29 Circles Road, Templestowe. Yep. Correct. Yep. Have you got a rooster in the background?\n\nIs he is he the what's that in the what's that crow croaking in the background? Is that a rooster or something? You got a rooster? I've never heard a rooster on the phone before. That's alright.\n\nOkay. They're funny. That's alright. Okay. So now now is it possible for me to receive instead of receiving the account every month via email, can I get it in the post?\n\nCan I get a a hard copy in the post? So it's not not possible to have a a hard copy in the post. Hello? Are you there? Yeah.\n\nSorry. You just cut out. I didn't hear you. So what sorry. What did you say?\n\nYeah. Is it pop yeah. So so do you offer that service? Do you offer the the post? Do you offer a copy copy of the account by post or not?\n\nYou don't? Okay. Alright. That's no. That yeah.\n\nThat's fine. I mean, every every company is different. So if you don't ask, you don't know. Okay. Is is there a discount for a pensioner concession card?\n\nOkay. But there's no pensioner concession discount monthly discount? No. There isn't. Okay.\n\nAlright. Okay. Alright. So now if we set up a direct debit now, will that will that will that pay the outstanding amount of $77.28, or does it kick in next month, the direct debit? Every month.\n\nOkay. Alright. Okay. So is there a fee for direct debit with credit card? No.\n\nOkay. Alright. Well, let let's let's pay the amount outstanding and set up direct debit for every month after that. Yeah. Please.\n\nCredit card. Sure. 5523 5082, 00420742. Sure. The first four digits are 5523.\n\nDid you say that? 5523? Yeah. Okay. Yes.\n\nYep. It it's in my name, so it's Bill Kristofsky. Sure. 10/27. So tenth month, twenty seventh year.\n\n10/27. Yeah. Yeah. It's 277. Sure.\n\nYep. Hang on. Now I'll get the card out. I'll just double check because I gave it to you by memory. I remember it, but sometimes you make mistakes.\n\nDouble yeah. 5523508200420742. Is that what you have? The CVC is 277. Well, on the card, it says just 1027.\n\nIt doesn't say 102027. It just says 1027. Sure. No. That's the only credit card I've got.\n\nWhat does it say? Does it say invalid, did you say? Are you overseas, or are you here? That's that's probably why. Because I've I've locked I've got overseas payments locked on the card.\n\nAlright? If you hang on a minute, I'll I'll get into settings. I'll unlock the the payment, and then I'll once you process it, I'll put the lock back on. Is that okay? Yeah.\n\nWhat where what country are you in? Where are you? You're in The Philippines. Okay. So that's a Philippine roost that's a Philippine rooster in the background.\n\nAlright. Hang on a ticker. I'll just get into settings, and I'll take that lock off. That's probably why it's it says it's invalid because it the lock's on for overseas. Alright.\n\nWon't be a minute. Okay. I've removed one of the locks. Did you wanna try that again, please? Yep.\n\nYep. Okay. Yep. Sure. Thanks.\n\nAlright. Okay. There's there's one more lock I can take off that relates to international payments. Let me let me take that one off as well and then see if that makes a difference. Alright.\n\nTap. Okay. Let's try that. If this doesn't work, I don't know what we're gonna do next. Try try this.\n\nYeah. Sure. Mhmm. I tried to get into the customer portal, and I I I couldn't get in. I I don't know.\n\nIt it asked me for what did it ask me? It asked me. Well, it asked me for something else first. I forget what it asked me, but I didn't I I put in an email address, and that that didn't send to work. So I didn't know what else to put in.\n\nHang on. Hang on. I just gotta put you on speaker. Hang on. I I don't remember I don't remember setting up, you know, setting up, yeah, an account.\n\nSo I I don't know. Have I set up an account? Can you see that at your end? Okay. But but have I I don't think because I haven't logged in before.\n\nAm I set up or not? Oh. Alright. Well so what do you want me to do? Go to to log in.\n\nGo to the account and go to log in. Is that what I do? Here we go. Here we go. It's done.\n\nYeah. I'm on your home page login, and it asked me for the mobile numbers. How do I put my mobile number in, do I? Okay. So which one's that?\n\nSo what's that Wi Fi postcode, ZIP code, DTH, ETA, black? Which one's that? Hang on. I'll okay. So what I'll do is I'll go to hang on.\n\nI'll go to the the to the account, to your account because that had the link your account had the link on it for okay. So check click here for my bill. That's what you want. Yeah? Click here for my bill.\n\nOkay. Yeah. Enter login. Alright. Yeah.\n\nLogin. So what do I put in the login? Yeah. One seven eight five. Yeah.\n\nThe best. Four five zero zero. Yeah. 8715. So it's 17178555008715.\n\nIs that correct? 7815. Okay. So the whole lot is 1785550087815. Is that right?\n\nOkay. Yeah. Yeah. Yes. Apple case.\n\nRForRomeo. Yep. Yes. P for papa. Yep.\n\nUppercase r for Romeo. Yep. OferasForLower. Yep. Number 7.\n\nOkay. Alright. So sign in now. So next time I'm not gonna remember any of this. How can I reset, you know, the password and the login for next time?\n\nOn my profile. Okay. Alright. Okay. So I sign in now.\n\nAlright. I've signed in. Oh, I've hit sign in. Here we go. Yeah.\n\nI've clicked sign in. Yep. Payment credentials. I can't see payment credentials. No.\n\nI can just see the amount that I'm owing. I can see recurring invoice. I can see So so what where it says unpaid, do I click on that, you mean? Unpaid. I don't know.\n\nIt's not it's not doing much unpaid. So I click this download thing. I really don't know. Yeah. I can see the amount, but I can't see how I can pay it.\n\nIt's a Mastercard. Yeah. Okay. 864. Let me see.\n\nI got a security alert. Hang on. Yeah. Here we go. Approval decline.\n\nThis is from Airtel. 7728. Okay. I'll approve that. Okay.\n\nApprove. Okay. Alright. I've approved that. So Yep.\n\nOkay. So you're gonna keep trying to set up the direct debit, are you? Let's do it let's do it now. That's fine. Yeah.\n\nI wanna get it done. Okay. Yeah. Thanks. Yes.\n\nRight. Okay. Okay. So my current bill's been paid, but but you're saying there might be a delayed response to setting setting it all up. It might still might still be set up.\n\nYeah? Okay. Alright. So I'll I'll do that. But but how does that work?\n\nLike, if we set it up as a direct debit with the credit card, and I've got the locks I've got the international locks on it, which I normally do, will the payment still go through every month because the locks are on or or not? Okay. Is there a local number that I can call in Australia to set up direct debit given given the locks that I have on the card? Yeah. Alright.\n\nOkay. Well, we'll we'll at least you've paid this account, and then we'll worry about next month in the lead up to next month. Alright. Okay. Yeah.\n\nOkay. Alright. Well, I'll see how I go with that down the track. Okay. Alright.\n\nThank you. Are you there? No. No worries. We'll work it out in time.\n\nOkay. Thank you. Thanks. You too. Bye.","paragraphs":[{"sentences":[{"text":"Yes.","start":5.3599997,"end":5.68,"sentiment":"neutral","sentiment_score":0.2338558733463287},{"text":"Good day, Mary.","start":5.68,"end":6.5,"sentiment":"positive","sentiment_score":0.45173507928848267},{"text":"Bill's my name.","start":6.56,"end":7.62,"sentiment":"neutral","sentiment_score":0.18675762911637625},{"text":"Yeah.","start":13.92,"end":14.42,"sentiment":"neutral","sentiment_score":-0.008116223849356174},{"text":"Bill.","start":15.405,"end":15.724999,"sentiment":"neutral","sentiment_score":0.020825687795877457}],"sentiment":"neutral","sentiment_score":0.2402270513897141,"num_words":9,"start":5.3599997,"end":15.724999},{"sentences":[{"text":"Bill.","start":15.724999,"end":16.224998,"sentiment":"neutral","sentiment_score":0.024743136018514633},{"text":"Mary, we're a new customer for to Airtel.","start":20.205,"end":23.665,"sentiment":"neutral","sentiment_score":0.18397440575063229},{"text":"I received the first account via email, and I just wanted to make some changes to it and also set up direct debit and and just ask ask some questions about don't know.","start":24.205,"end":40.285,"sentiment":"neutral","sentiment_score":0.055899991794969094},{"text":"I tried to get into it online, and I can't.","start":40.285,"end":43.344997,"sentiment":"negative","sentiment_score":-0.3823391288518906},{"text":"And so I'm just having having some problems.","start":43.565,"end":46.225,"sentiment":"negative","sentiment_score":-0.35790045745670795}],"sentiment":"neutral","sentiment_score":-0.055755947281916934,"num_words":60,"start":15.724999,"end":46.225},{"sentences":[{"text":"Yeah.","start":46.284996,"end":46.784996,"sentiment":"neutral","sentiment_score":0.09232743829488754},{"text":"Sure.","start":52.284996,"end":52.784996,"sentiment":"neutral","sentiment_score":0.11096017807722092},{"text":"Okay.","start":52.844997,"end":53.344997,"sentiment":"neutral","sentiment_score":0.07313822209835052},{"text":"Khrustovsky is my last name with a h, h r I, first three letters.","start":58.36,"end":63.18,"sentiment":"neutral","sentiment_score":0.013596441663269485},{"text":"Yes.","start":71.255,"end":71.575,"sentiment":"neutral","sentiment_score":0.05675390362739563}],"sentiment":"neutral","sentiment_score":0.029084995854645967,"num_words":18,"start":46.284996,"end":71.575},{"sentences":[{"text":"Correct.","start":71.575,"end":71.975,"sentiment":"neutral","sentiment_score":0.1079808473587036},{"text":"Yeah.","start":71.975,"end":72.475,"sentiment":"neutral","sentiment_score":0.19782675802707672},{"text":"Sure.","start":74.534996,"end":75.034996,"sentiment":"neutral","sentiment_score":0.17303672432899475},{"text":"Yep.","start":76.615,"end":77.115,"sentiment":"neutral","sentiment_score":0.07297588139772415},{"text":"I wanted to set up a payment payment, but I also wanted to just correct some information on the account.","start":88.439995,"end":94.86,"sentiment":"neutral","sentiment_score":0.07041229754686355}],"sentiment":"neutral","sentiment_score":0.08166942341874044,"num_words":24,"start":71.575,"end":94.86},{"sentences":[{"text":"Firstly firstly, the account's just in my name.","start":95.88,"end":99.475,"sentiment":"neutral","sentiment_score":0.05005536787211895},{"text":"Can I put it in my wife's name as well?","start":99.475,"end":101.475,"sentiment":"neutral","sentiment_score":0.04979759640991688},{"text":"So can we have joint joint account names, my name and my wife together?","start":101.475,"end":105.655,"sentiment":"neutral","sentiment_score":0.043030105132077424},{"text":"Yes.","start":109.87,"end":110.37,"sentiment":"neutral","sentiment_score":0.02513628825545311},{"text":"Yes, please.","start":111.55,"end":112.43,"sentiment":"neutral","sentiment_score":0.03767511993646622}],"sentiment":"neutral","sentiment_score":0.04575219734438828,"num_words":35,"start":95.88,"end":112.43},{"sentences":[{"text":"Yeah.","start":112.43,"end":112.93,"sentiment":"neutral","sentiment_score":0.06327905505895615},{"text":"Sure.","start":118.83,"end":119.33,"sentiment":"neutral","sentiment_score":0.006151992361992598},{"text":"12/21/1963.","start":119.47,"end":122.85,"sentiment":"neutral","sentiment_score":0.0033904730807989836},{"text":"'21.","start":127.415,"end":128.135,"sentiment":"neutral","sentiment_score":-0.004285820759832859},{"text":"Yeah.","start":128.135,"end":128.455,"sentiment":"neutral","sentiment_score":0.0013655638322234154}],"sentiment":"neutral","sentiment_score":0.013980252714827657,"num_words":5,"start":112.43,"end":128.455},{"sentences":[{"text":"12/21/1963.","start":128.455,"end":131.755,"sentiment":"neutral","sentiment_score":0.0017780259950086474},{"text":"Identification number.","start":136.23,"end":137.93,"sentiment":"neutral","sentiment_score":-0.048979250714182854},{"text":"Where where is that?","start":138.23,"end":139.91,"sentiment":"neutral","sentiment_score":-0.17736691236495972},{"text":"Is it on the account, or where is that?","start":139.91,"end":142.25,"sentiment":"neutral","sentiment_score":-0.11278564565711552},{"text":"Do you want my driver's license number?","start":158.205,"end":160.225,"sentiment":"neutral","sentiment_score":0.014146316131310803}],"sentiment":"neutral","sentiment_score":-0.07485629229948086,"num_words":23,"start":128.455,"end":160.225},{"sentences":[{"text":"Alright.","start":166.18001,"end":166.66,"sentiment":"neutral","sentiment_score":0.03923989459872246},{"text":"So what well, okay.","start":166.66,"end":167.86,"sentiment":"neutral","sentiment_score":0.038459711242467165},{"text":"So what so what what can I provide?","start":167.86,"end":170.5,"sentiment":"neutral","sentiment_score":0.01029253436718136},{"text":"Driver's license?","start":170.5,"end":171.38,"sentiment":"neutral","sentiment_score":0.0005515922093763947},{"text":"What else?","start":171.38,"end":172.12001,"sentiment":"neutral","sentiment_score":-0.0028945186641067266}],"sentiment":"neutral","sentiment_score":0.01592548009391655,"num_words":17,"start":166.18001,"end":172.12001},{"sentences":[{"text":"Yeah.","start":177.70001,"end":178.02,"sentiment":"neutral","sentiment_score":0.0006918460130691528},{"text":"What what do you mean?","start":178.02,"end":178.935,"sentiment":"neutral","sentiment_score":-0.0079393170773983},{"text":"The what number on the ID?","start":178.935,"end":180.455,"sentiment":"neutral","sentiment_score":-0.00816098072876533},{"text":"The number on the driver's license, or or is it a different form of ID?","start":180.455,"end":184.475,"sentiment":"neutral","sentiment_score":-0.005801699931422869},{"text":"Yeah.","start":184.615,"end":185.115,"sentiment":"neutral","sentiment_score":0.002439902164041996}],"sentiment":"neutral","sentiment_score":-0.006162722162636263,"num_words":28,"start":177.70001,"end":185.115},{"sentences":[{"text":"Right.","start":189.095,"end":189.335,"sentiment":"neutral","sentiment_score":0.014366446062922478},{"text":"So is that the only form of ID that I can provide, or are they other forms?","start":189.335,"end":193.65,"sentiment":"neutral","sentiment_score":-0.008444886271129637},{"text":"Is the driver's license the only form of ID I can provide, or is there a different form of ID in addition to the driver's license?","start":197.40999,"end":204.79,"sentiment":"neutral","sentiment_score":-0.03859398248963631},{"text":"Okay.","start":214.78499,"end":215.185,"sentiment":"neutral","sentiment_score":0.012158768251538277},{"text":"So what can we try?","start":215.185,"end":216.14499,"sentiment":"neutral","sentiment_score":0.008404696360230446}],"sentiment":"neutral","sentiment_score":-0.021569158304482697,"num_words":50,"start":189.095,"end":216.14499},{"sentences":[{"text":"We can try driver's license.","start":216.14499,"end":217.50499,"sentiment":"neutral","sentiment_score":0.006275918148458004},{"text":"What else can we try?","start":217.50499,"end":223.2,"sentiment":"neutral","sentiment_score":0.007624852657318115},{"text":"Driver's license.","start":223.2,"end":224.26,"sentiment":"neutral","sentiment_score":-0.008212043438106775},{"text":"Just so I know what to get.","start":224.95999,"end":226.31999,"sentiment":"neutral","sentiment_score":-0.009500270310257162},{"text":"That's all.","start":226.31999,"end":227.06,"sentiment":"neutral","sentiment_score":0.011167977238073945}],"sentiment":"neutral","sentiment_score":0.000424468069381657,"num_words":21,"start":216.14499,"end":227.06},{"sentences":[{"text":"Alright.","start":228.56,"end":229.06,"sentiment":"neutral","sentiment_score":0.05413380265235901},{"text":"Alright.","start":229.84,"end":230.34,"sentiment":"neutral","sentiment_score":0.08363933861255646},{"text":"Well, if you hang on a minute, I'll get my wallet, and I'll get the driver's license out of my wallet.","start":230.74501,"end":236.52501,"sentiment":"neutral","sentiment_score":0.0931252936522166},{"text":"That's alright.","start":239.065,"end":239.88501,"sentiment":"neutral","sentiment_score":0.2577296197414398},{"text":"Yeah.","start":244.02,"end":244.26,"sentiment":"neutral","sentiment_score":0.10140281915664671}],"sentiment":"neutral","sentiment_score":0.10424101410003808,"num_words":26,"start":228.56,"end":244.26},{"sentences":[{"text":"No.","start":244.26,"end":244.5,"sentiment":"neutral","sentiment_score":0.07500878721475601},{"text":"That's fine.","start":244.5,"end":245.14,"sentiment":"neutral","sentiment_score":0.17821217328310013},{"text":"I I just wanted to know what else I could provide in case I had something handy so I didn't have to go and get it, but that's okay.","start":245.14,"end":253.96,"sentiment":"neutral","sentiment_score":0.11926369497488284},{"text":"Alright.","start":254.98,"end":255.46,"sentiment":"neutral","sentiment_score":0.15203626453876495},{"text":"Here's the license from fresh from the wallet.","start":255.46,"end":258.44,"sentiment":"neutral","sentiment_score":0.13193379435688257}],"sentiment":"neutral","sentiment_score":0.12433138798649718,"num_words":41,"start":244.26,"end":258.44},{"sentences":[{"text":"032164495.","start":258.875,"end":263.775,"sentiment":"neutral","sentiment_score":0.1030193567276001},{"text":"Yeah.","start":280.76,"end":281.0,"sentiment":"neutral","sentiment_score":0.13433405756950378},{"text":"Sure.","start":281.0,"end":281.4,"sentiment":"neutral","sentiment_score":0.19860637187957764},{"text":"I just yeah.","start":281.4,"end":282.04,"sentiment":"neutral","sentiment_score":0.1478962649901708},{"text":"Well, let's do my wife first, then I'll just wanted to do a couple of other things as well first before paying.","start":282.04,"end":288.025,"sentiment":"neutral","sentiment_score":0.11469745940782806}],"sentiment":"neutral","sentiment_score":0.12153545314712184,"num_words":28,"start":258.875,"end":288.025},{"sentences":[{"text":"Yeah.","start":288.025,"end":288.525,"sentiment":"neutral","sentiment_score":0.08430026471614838},{"text":"Sure.","start":300.09,"end":300.49,"sentiment":"neutral","sentiment_score":0.0812450498342514},{"text":"Okay.","start":300.49,"end":300.81,"sentiment":"neutral","sentiment_score":0.06579729169607162},{"text":"So her first name is Christine with with a c with a c.","start":300.81,"end":305.29,"sentiment":"neutral","sentiment_score":0.04742003346864994},{"text":"So c h r I s t I n e, Christine.","start":305.29,"end":313.095,"sentiment":"neutral","sentiment_score":0.03195994381200184}],"sentiment":"neutral","sentiment_score":0.04442083049151632,"num_words":27,"start":288.025,"end":313.095},{"sentences":[{"text":"Now my wife's surname is hyphenated.","start":314.755,"end":317.095,"sentiment":"neutral","sentiment_score":0.027918404278655846},{"text":"So the first part of her surname is Casm, which is spelled c a, s s, I m.","start":317.315,"end":325.255,"sentiment":"neutral","sentiment_score":0.035785150403777756},{"text":"So Kasim and then the the hyphen, you know, the dash, and then my surname, Khrustovsky, just like it appears on the account.","start":328.81,"end":337.69,"sentiment":"neutral","sentiment_score":0.03480740183073541},{"text":"So Christine Kasim Khrustovsky.","start":337.69,"end":340.03,"sentiment":"neutral","sentiment_score":0.05266308970749378},{"text":"Yes.","start":356.43,"end":356.93,"sentiment":"neutral","sentiment_score":0.04449913650751114}],"sentiment":"neutral","sentiment_score":0.03591086289200645,"num_words":52,"start":314.755,"end":356.93},{"sentences":[{"text":"Yes.","start":359.07,"end":359.23,"sentiment":"neutral","sentiment_score":0.02924470417201519},{"text":"Correct.","start":359.23,"end":359.71,"sentiment":"neutral","sentiment_score":0.042945899069309235},{"text":"Yep.","start":359.71,"end":360.21,"sentiment":"neutral","sentiment_score":0.0269524659961462},{"text":"Yeah.","start":383.52,"end":383.84,"sentiment":"neutral","sentiment_score":-0.05076928436756134},{"text":"No.","start":383.84,"end":384.08,"sentiment":"neutral","sentiment_score":-0.12047602236270905}],"sentiment":"neutral","sentiment_score":-0.014420447498559951,"num_words":5,"start":359.07,"end":384.08},{"sentences":[{"text":"She doesn't.","start":384.08,"end":384.63998,"sentiment":"neutral","sentiment_score":-0.11484503746032715},{"text":"No.","start":384.63998,"end":384.96,"sentiment":"neutral","sentiment_score":-0.14578554034233093},{"text":"No.","start":384.96,"end":385.28,"sentiment":"neutral","sentiment_score":-0.15270254015922546},{"text":"First time.","start":385.28,"end":386.0,"sentiment":"neutral","sentiment_score":-0.13937289267778397},{"text":"Yeah.","start":386.0,"end":386.5,"sentiment":"neutral","sentiment_score":0.01366028282791376}],"sentiment":"neutral","sentiment_score":-0.11332337970712356,"num_words":7,"start":384.08,"end":386.5},{"sentences":[{"text":"Oh, good.","start":396.395,"end":396.79498,"sentiment":"neutral","sentiment_score":0.30789317190647125},{"text":"That's great.","start":396.79498,"end":397.615,"sentiment":"positive","sentiment_score":0.46932798624038696},{"text":"Now the second change I'd like to make is with the address, it's not quite a 100% correct.","start":397.675,"end":404.955,"sentiment":"neutral","sentiment_score":-0.13055098636282814},{"text":"So I wanted to make it a 100% correct.","start":404.955,"end":407.69498,"sentiment":"neutral","sentiment_score":-0.04667828314834171},{"text":"So yeah.","start":408.88998,"end":411.21,"sentiment":"neutral","sentiment_score":0.044758280739188194}],"sentiment":"neutral","sentiment_score":-0.03412313409375422,"num_words":33,"start":396.395,"end":411.21},{"sentences":[{"text":"Okay.","start":411.21,"end":411.61,"sentiment":"neutral","sentiment_score":0.0003926949575543403},{"text":"So where where it says Unit 107, where it says U, U 107, U U referring to unit.","start":411.61,"end":419.79666,"sentiment":"neutral","sentiment_score":-0.017390540464677744},{"text":"It's not a unit.","start":419.79666,"end":419.94598,"sentiment":"neutral","sentiment_score":-0.07071338035166264},{"text":"We live in an apartment.","start":419.94598,"end":420.13266,"sentiment":"neutral","sentiment_score":-0.03766956552863121},{"text":"So can you to apartment?","start":420.13266,"end":427.095,"sentiment":"neutral","sentiment_score":-0.010250077210366726}],"sentiment":"neutral","sentiment_score":-0.025305720257826826,"num_words":33,"start":411.21,"end":427.095},{"sentences":[{"text":"Apartment 107.","start":435.50998,"end":436.71,"sentiment":"neutral","sentiment_score":0.000585695612244308},{"text":"Yep.","start":436.71,"end":437.18997,"sentiment":"neutral","sentiment_score":-0.005423595663160086},{"text":"Now where it says 27 Circles Road, it's it's actually a a double block.","start":437.18997,"end":445.50998,"sentiment":"neutral","sentiment_score":0.0035150254677448955},{"text":"So it's 27 and then a little dash, and then it's 20 9.","start":445.50998,"end":450.205,"sentiment":"neutral","sentiment_score":0.006707599923874323},{"text":"So it should be 27 to 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what's that crow croaking in the background?","start":471.72,"end":476.68,"sentiment":"neutral","sentiment_score":-0.23852500785142183},{"text":"Is that a rooster or something?","start":476.68,"end":478.22,"sentiment":"neutral","sentiment_score":-0.18273483465115228},{"text":"You got a rooster?","start":481.41498,"end":482.375,"sentiment":"neutral","sentiment_score":-0.15640252083539963},{"text":"I've never heard a rooster on the phone before.","start":482.375,"end":484.13498,"sentiment":"neutral","sentiment_score":-0.20854105717606014},{"text":"That's alright.","start":484.13498,"end":484.955,"sentiment":"neutral","sentiment_score":-0.013655712828040123}],"sentiment":"neutral","sentiment_score":-0.20115135559761846,"num_words":37,"start":471.72,"end":484.955},{"sentences":[{"text":"Okay.","start":485.335,"end":485.835,"sentiment":"neutral","sentiment_score":0.03518218174576759},{"text":"They're funny.","start":489.09497,"end":489.835,"sentiment":"neutral","sentiment_score":-0.14101093262434006},{"text":"That's alright.","start":490.375,"end":491.19498,"sentiment":"neutral","sentiment_score":0.15209843218326569},{"text":"Okay.","start":493.41998,"end":493.91998,"sentiment":"neutral","sentiment_score":0.1376253068447113},{"text":"So now now is it possible for me to receive instead of receiving the account every month via email, can I get it in the post?","start":493.97998,"end":504.24,"sentiment":"neutral","sentiment_score":0.10546634074013966}],"sentiment":"neutral","sentiment_score":0.0917846045922488,"num_words":32,"start":485.335,"end":504.24},{"sentences":[{"text":"Can I get a a hard copy in the post?","start":504.53998,"end":507.12,"sentiment":"neutral","sentiment_score":0.044369859620928764},{"text":"So it's not not possible to have a a hard copy in the post.","start":516.785,"end":521.1,"sentiment":"neutral","sentiment_score":-0.02677800759140934},{"text":"Hello?","start":535.725,"end":535.965,"sentiment":"neutral","sentiment_score":-0.003936253488063812},{"text":"Are you there?","start":535.965,"end":536.705,"sentiment":"neutral","sentiment_score":-0.013095601772268614},{"text":"Yeah.","start":538.365,"end":538.685,"sentiment":"neutral","sentiment_score":-0.0256026778370142}],"sentiment":"neutral","sentiment_score":-6.636797354139131e-7,"num_words":29,"start":504.53998,"end":538.685},{"sentences":[{"text":"Sorry.","start":538.685,"end":539.005,"sentiment":"neutral","sentiment_score":-0.1203211024403572},{"text":"You just cut out.","start":539.005,"end":539.805,"sentiment":"neutral","sentiment_score":-0.22437503933906555},{"text":"I didn't hear you.","start":539.805,"end":540.445,"sentiment":"neutral","sentiment_score":-0.20709660276770592},{"text":"So what sorry.","start":540.445,"end":541.085,"sentiment":"neutral","sentiment_score":-0.10358890146017075},{"text":"What did you say?","start":541.085,"end":542.065,"sentiment":"neutral","sentiment_score":-0.08002546802163124}],"sentiment":"neutral","sentiment_score":-0.15481726545840502,"num_words":16,"start":538.685,"end":542.065},{"sentences":[{"text":"Yeah.","start":563.805,"end":564.045,"sentiment":"neutral","sentiment_score":-0.031068136915564537},{"text":"Is it pop yeah.","start":564.045,"end":566.605,"sentiment":"neutral","sentiment_score":-0.10094884969294071},{"text":"So so do you offer that service?","start":566.605,"end":568.685,"sentiment":"neutral","sentiment_score":0.012359285461051124},{"text":"Do you offer the the post?","start":568.685,"end":570.445,"sentiment":"neutral","sentiment_score":0.016449253385265667},{"text":"Do you offer a copy copy of the account by post or not?","start":570.445,"end":574.305,"sentiment":"neutral","sentiment_score":0.0005833207128139642}],"sentiment":"neutral","sentiment_score":-0.007808704770380451,"num_words":31,"start":563.805,"end":574.305},{"sentences":[{"text":"You don't?","start":577.405,"end":578.045,"sentiment":"neutral","sentiment_score":-0.2666933089494705},{"text":"Okay.","start":578.045,"end":578.545,"sentiment":"neutral","sentiment_score":-0.039046406745910645},{"text":"Alright.","start":579.36,"end":579.86,"sentiment":"neutral","sentiment_score":0.009512173011898994},{"text":"That's no.","start":580.48,"end":581.68,"sentiment":"neutral","sentiment_score":-0.28379182517528534},{"text":"That yeah.","start":581.68,"end":583.83997,"sentiment":"neutral","sentiment_score":-0.06609372422099113}],"sentiment":"neutral","sentiment_score":-0.1578364938031882,"num_words":8,"start":577.405,"end":583.83997},{"sentences":[{"text":"That's fine.","start":583.83997,"end":584.48,"sentiment":"neutral","sentiment_score":0.12622137367725372},{"text":"I mean, every every company is different.","start":584.48,"end":586.56,"sentiment":"neutral","sentiment_score":-0.053681237889187675},{"text":"So if you don't ask, you don't know.","start":586.56,"end":588.32,"sentiment":"neutral","sentiment_score":-0.08448017062619328},{"text":"Okay.","start":588.32,"end":588.82,"sentiment":"neutral","sentiment_score":0.01706111617386341},{"text":"Is is there a discount for a pensioner concession card?","start":590.0,"end":593.46,"sentiment":"neutral","sentiment_score":-0.006589047051966191}],"sentiment":"neutral","sentiment_score":-0.030285594186612537,"num_words":28,"start":583.83997,"end":593.46},{"sentences":[{"text":"Okay.","start":606.97003,"end":607.37,"sentiment":"neutral","sentiment_score":-0.014989621937274933},{"text":"But there's no pensioner concession discount monthly discount?","start":607.37,"end":611.15,"sentiment":"neutral","sentiment_score":-0.07124814763665199},{"text":"No.","start":613.85004,"end":614.09,"sentiment":"neutral","sentiment_score":-0.22945517301559448},{"text":"There isn't.","start":614.09,"end":614.73004,"sentiment":"neutral","sentiment_score":-0.18974929302930832},{"text":"Okay.","start":614.73004,"end":615.05,"sentiment":"neutral","sentiment_score":-0.0094549972563982}],"sentiment":"neutral","sentiment_score":-0.09256796610470001,"num_words":13,"start":606.97003,"end":615.05},{"sentences":[{"text":"Alright.","start":615.05,"end":615.55,"sentiment":"neutral","sentiment_score":0.0393037311732769},{"text":"Okay.","start":616.01,"end":616.51,"sentiment":"neutral","sentiment_score":0.0597035177052021},{"text":"Alright.","start":616.57,"end":617.07,"sentiment":"neutral","sentiment_score":0.08966874331235886},{"text":"So now if we set up a direct debit now, will that will that will that pay the outstanding amount of $77.28, or does it kick in next month, the direct debit?","start":617.13,"end":629.275,"sentiment":"neutral","sentiment_score":0.0614760554744862},{"text":"Every month.","start":651.585,"end":652.465,"sentiment":"neutral","sentiment_score":0.05020483769476414}],"sentiment":"neutral","sentiment_score":0.06098160656118715,"num_words":37,"start":615.05,"end":652.465},{"sentences":[{"text":"Okay.","start":652.465,"end":652.965,"sentiment":"neutral","sentiment_score":0.08093564957380295},{"text":"Alright.","start":653.185,"end":653.685,"sentiment":"neutral","sentiment_score":0.08786007016897202},{"text":"Okay.","start":654.305,"end":654.78503,"sentiment":"neutral","sentiment_score":0.030271869152784348},{"text":"So is there a fee for direct debit with credit card?","start":654.78503,"end":658.68,"sentiment":"neutral","sentiment_score":0.002907101742245934},{"text":"No.","start":669.24,"end":669.74,"sentiment":"neutral","sentiment_score":-0.1150386780500412}],"sentiment":"neutral","sentiment_score":0.0077338020006815595,"num_words":15,"start":652.465,"end":669.74},{"sentences":[{"text":"Okay.","start":670.27997,"end":670.77997,"sentiment":"neutral","sentiment_score":-0.004983529448509216},{"text":"Alright.","start":671.28503,"end":671.60504,"sentiment":"neutral","sentiment_score":0.046553727239370346},{"text":"Well, let let's let's pay the amount outstanding and set up direct debit for every month after that.","start":671.60504,"end":678.965,"sentiment":"neutral","sentiment_score":0.030934727440277737},{"text":"Yeah.","start":678.965,"end":679.28503,"sentiment":"neutral","sentiment_score":0.035868436098098755},{"text":"Please.","start":679.28503,"end":679.78503,"sentiment":"neutral","sentiment_score":0.02570776268839836}],"sentiment":"neutral","sentiment_score":0.029998704113743523,"num_words":22,"start":670.27997,"end":679.78503},{"sentences":[{"text":"Credit card.","start":687.61,"end":691.23,"sentiment":"neutral","sentiment_score":0.011832687072455883},{"text":"Sure.","start":695.20996,"end":695.70996,"sentiment":"neutral","sentiment_score":0.02275511994957924},{"text":"5523 5082, 00420742.","start":696.01,"end":714.40497,"sentiment":"neutral","sentiment_score":0.022656706472237904},{"text":"Sure.","start":718.86,"end":719.36,"sentiment":"neutral","sentiment_score":0.04913885146379471},{"text":"The first four digits are 5523.","start":731.695,"end":734.815,"sentiment":"neutral","sentiment_score":0.028048984395960968}],"sentiment":"neutral","sentiment_score":0.025524874719289634,"num_words":13,"start":687.61,"end":734.815},{"sentences":[{"text":"Did you say that?","start":734.815,"end":735.695,"sentiment":"neutral","sentiment_score":0.022995710838586092},{"text":"5523?","start":735.695,"end":736.915,"sentiment":"neutral","sentiment_score":0.018252035602927208},{"text":"Yeah.","start":737.455,"end":737.935,"sentiment":"neutral","sentiment_score":0.038837168365716934},{"text":"Okay.","start":737.935,"end":738.435,"sentiment":"neutral","sentiment_score":0.034146733582019806},{"text":"Yes.","start":739.375,"end":739.875,"sentiment":"neutral","sentiment_score":0.2735399603843689}],"sentiment":"neutral","sentiment_score":0.05709484266117215,"num_words":8,"start":734.815,"end":739.875},{"sentences":[{"text":"Yep.","start":739.935,"end":740.435,"sentiment":"neutral","sentiment_score":0.12762588262557983},{"text":"It it's in my name, so it's Bill Kristofsky.","start":743.455,"end":746.035,"sentiment":"neutral","sentiment_score":0.09826668683025572},{"text":"Sure.","start":752.09,"end":752.59,"sentiment":"neutral","sentiment_score":0.06585545092821121},{"text":"10/27.","start":775.94,"end":777.16,"sentiment":"neutral","sentiment_score":0.012935691513121128},{"text":"So tenth month, twenty seventh year.","start":777.54,"end":781.45996,"sentiment":"neutral","sentiment_score":0.01690996779749791}],"sentiment":"neutral","sentiment_score":0.06623761185134451,"num_words":18,"start":739.935,"end":781.45996},{"sentences":[{"text":"10/27.","start":781.45996,"end":782.5,"sentiment":"neutral","sentiment_score":0.031557582318782806},{"text":"Yeah.","start":782.5,"end":783.0,"sentiment":"neutral","sentiment_score":0.13858662545681},{"text":"Yeah.","start":787.435,"end":787.935,"sentiment":"neutral","sentiment_score":0.05465632677078247},{"text":"It's 277.","start":788.315,"end":789.615,"sentiment":"neutral","sentiment_score":0.06844500824809074},{"text":"Sure.","start":795.995,"end":796.495,"sentiment":"positive","sentiment_score":0.4067459106445313}],"sentiment":"neutral","sentiment_score":0.12807274361451468,"num_words":6,"start":781.45996,"end":796.495},{"sentences":[{"text":"Yep.","start":800.075,"end":800.575,"sentiment":"neutral","sentiment_score":-0.0016139447689056396},{"text":"Hang on.","start":823.22504,"end":823.625,"sentiment":"neutral","sentiment_score":-0.04431448504328728},{"text":"Now I'll get the card out.","start":823.625,"end":824.98505,"sentiment":"neutral","sentiment_score":-0.0262221268688639},{"text":"I'll just double check because I gave it to you by memory.","start":824.98505,"end":827.78503,"sentiment":"neutral","sentiment_score":-0.029291524668224156},{"text":"I remember it, but sometimes you make mistakes.","start":827.78503,"end":830.205,"sentiment":"neutral","sentiment_score":-0.0854726773686707}],"sentiment":"neutral","sentiment_score":-0.044236392794369625,"num_words":29,"start":800.075,"end":830.205},{"sentences":[{"text":"Double yeah.","start":833.37,"end":834.17,"sentiment":"neutral","sentiment_score":0.015292460098862648},{"text":"5523508200420742.","start":834.17,"end":843.07,"sentiment":"neutral","sentiment_score":0.028239425271749496},{"text":"Is that what you have?","start":843.93,"end":845.025,"sentiment":"neutral","sentiment_score":0.15825467705726623},{"text":"The CVC is 277.","start":848.705,"end":851.525,"sentiment":"neutral","sentiment_score":0.0024855226511135697},{"text":"Well, on the card, it says just 1027.","start":860.16,"end":864.39996,"sentiment":"neutral","sentiment_score":-0.050602334551513195}],"sentiment":"neutral","sentiment_score":0.022761057247407734,"num_words":20,"start":833.37,"end":864.39996},{"sentences":[{"text":"It doesn't say 102027.","start":864.39996,"end":866.8,"sentiment":"neutral","sentiment_score":-0.06487696524709463},{"text":"It just says 1027.","start":866.8,"end":868.66,"sentiment":"neutral","sentiment_score":-0.04458135226741433},{"text":"Sure.","start":872.0,"end":872.5,"sentiment":"neutral","sentiment_score":0.14231514930725098},{"text":"No.","start":885.28503,"end":885.525,"sentiment":"neutral","sentiment_score":-0.15594634413719177},{"text":"That's the only credit card I've got.","start":885.525,"end":887.28,"sentiment":"neutral","sentiment_score":-0.15614592177527292}],"sentiment":"neutral","sentiment_score":-0.09085211278322865,"num_words":17,"start":864.39996,"end":887.28},{"sentences":[{"text":"What does it say?","start":887.76,"end":888.64,"sentiment":"neutral","sentiment_score":-0.1247500441968441},{"text":"Does it say invalid, did you say?","start":888.64,"end":890.5,"sentiment":"neutral","sentiment_score":-0.11799247137137822},{"text":"Are you overseas, or are you here?","start":893.84,"end":896.26,"sentiment":"neutral","sentiment_score":-0.05284705651657922},{"text":"That's that's probably why.","start":900.64,"end":902.745,"sentiment":"neutral","sentiment_score":-0.175983514636755},{"text":"Because I've I've locked I've got overseas payments locked on the card.","start":902.745,"end":908.76495,"sentiment":"neutral","sentiment_score":-0.13941939050952593}],"sentiment":"neutral","sentiment_score":-0.11976010637248263,"num_words":34,"start":887.76,"end":908.76495},{"sentences":[{"text":"Alright?","start":908.82495,"end":909.225,"sentiment":"neutral","sentiment_score":-0.0346556231379509},{"text":"If you hang on a minute, I'll I'll get into settings.","start":909.225,"end":912.82495,"sentiment":"neutral","sentiment_score":-0.023280790033326906},{"text":"I'll unlock the the payment, and then I'll once you process it, I'll put the lock back on.","start":912.82495,"end":918.9,"sentiment":"neutral","sentiment_score":-0.0067623572734495},{"text":"Is that okay?","start":919.04004,"end":919.94,"sentiment":"neutral","sentiment_score":0.010111019015312195},{"text":"Yeah.","start":922.64,"end":923.12,"sentiment":"neutral","sentiment_score":0.01215590350329876}],"sentiment":"neutral","sentiment_score":-0.010881699525805958,"num_words":34,"start":908.82495,"end":923.12},{"sentences":[{"text":"What where what country are you in?","start":923.12,"end":925.84,"sentiment":"neutral","sentiment_score":-0.010419792362621852},{"text":"Where are you?","start":925.84,"end":926.415,"sentiment":"neutral","sentiment_score":-0.007571845004955928},{"text":"You're in The Philippines.","start":928.975,"end":930.01495,"sentiment":"neutral","sentiment_score":0.0016812416724860668},{"text":"Okay.","start":930.01495,"end":930.415,"sentiment":"neutral","sentiment_score":0.02580856531858444},{"text":"So that's a Philippine roost that's a Philippine rooster in the background.","start":930.415,"end":933.95496,"sentiment":"neutral","sentiment_score":0.017718794755637646}],"sentiment":"neutral","sentiment_score":0.005537221760109619,"num_words":27,"start":923.12,"end":933.95496},{"sentences":[{"text":"Alright.","start":937.935,"end":938.33496,"sentiment":"neutral","sentiment_score":0.0650249719619751},{"text":"Hang on a ticker.","start":938.33496,"end":939.295,"sentiment":"neutral","sentiment_score":0.022539825818967074},{"text":"I'll just get into settings, and I'll take that lock off.","start":939.295,"end":942.115,"sentiment":"neutral","sentiment_score":-0.0689233871684833},{"text":"That's probably why it's it says it's invalid because it the lock's on for overseas.","start":942.23004,"end":946.81,"sentiment":"neutral","sentiment_score":-0.2223895897467931},{"text":"Alright.","start":947.27,"end":947.75,"sentiment":"neutral","sentiment_score":0.03315284103155136}],"sentiment":"neutral","sentiment_score":-0.12205199964955682,"num_words":32,"start":937.935,"end":947.75},{"sentences":[{"text":"Won't be a minute.","start":947.75,"end":948.65,"sentiment":"neutral","sentiment_score":0.1297740414738655},{"text":"Okay.","start":1072.5851,"end":1073.0851,"sentiment":"neutral","sentiment_score":0.04923490434885025},{"text":"I've removed one of the locks.","start":1073.4651,"end":1075.2251,"sentiment":"neutral","sentiment_score":-0.035312094182396926},{"text":"Did you wanna try that again, please?","start":1075.2251,"end":1077.0851,"sentiment":"neutral","sentiment_score":-0.01169848841215883},{"text":"Yep.","start":1081.47,"end":1081.97,"sentiment":"neutral","sentiment_score":0.053601037710905075}],"sentiment":"neutral","sentiment_score":0.017272111788195998,"num_words":19,"start":947.75,"end":1081.97},{"sentences":[{"text":"Yep.","start":1087.79,"end":1088.29,"sentiment":"neutral","sentiment_score":0.03633569180965424},{"text":"Okay.","start":1115.35,"end":1115.85,"sentiment":"neutral","sentiment_score":-0.02142750471830368},{"text":"Yep.","start":1128.3049,"end":1128.705,"sentiment":"neutral","sentiment_score":0.10994023084640504},{"text":"Sure.","start":1128.705,"end":1129.205,"sentiment":"neutral","sentiment_score":0.26807910203933716},{"text":"Thanks.","start":1131.0249,"end":1131.5249,"sentiment":"positive","sentiment_score":0.5428069829940796}],"sentiment":"neutral","sentiment_score":0.18714690059423447,"num_words":5,"start":1087.79,"end":1131.5249},{"sentences":[{"text":"Alright.","start":1210.005,"end":1210.505,"sentiment":"neutral","sentiment_score":0.07008612155914307},{"text":"Okay.","start":1211.045,"end":1211.545,"sentiment":"neutral","sentiment_score":0.037913791835308075},{"text":"There's there's one more lock I can take off that relates to international payments.","start":1211.765,"end":1216.5651,"sentiment":"neutral","sentiment_score":-0.03295305271499923},{"text":"Let me let me take that one off as well and then see if that makes a difference.","start":1216.5651,"end":1221.06,"sentiment":"neutral","sentiment_score":0.05061741783801052},{"text":"Alright.","start":1221.14,"end":1221.54,"sentiment":"neutral","sentiment_score":0.16432401537895203}],"sentiment":"neutral","sentiment_score":0.020631277481360094,"num_words":35,"start":1210.005,"end":1221.54},{"sentences":[{"text":"Tap.","start":1221.54,"end":1222.04,"sentiment":"neutral","sentiment_score":0.1625463217496872},{"text":"Okay.","start":1251.02,"end":1251.52,"sentiment":"neutral","sentiment_score":0.07237760722637177},{"text":"Let's try that.","start":1251.74,"end":1252.7799,"sentiment":"neutral","sentiment_score":-0.029375394185384113},{"text":"If this doesn't work, I don't know what we're gonna do next.","start":1252.7799,"end":1255.34,"sentiment":"neutral","sentiment_score":-0.20954752837618193},{"text":"Try try this.","start":1255.34,"end":1256.2999,"sentiment":"neutral","sentiment_score":-0.0914637620250384}],"sentiment":"neutral","sentiment_score":-0.13210819400846957,"num_words":20,"start":1221.54,"end":1256.2999},{"sentences":[{"text":"Yeah.","start":1256.2999,"end":1256.7999,"sentiment":"neutral","sentiment_score":-0.005946642719209194},{"text":"Sure.","start":1259.8999,"end":1260.3999,"sentiment":"neutral","sentiment_score":0.01601566933095455},{"text":"Mhmm.","start":1266.245,"end":1266.745,"sentiment":"neutral","sentiment_score":-0.02532733604311943},{"text":"I tried to get into the customer portal, and I I I couldn't get in.","start":1313.49,"end":1317.73,"sentiment":"neutral","sentiment_score":-0.21247831831375757},{"text":"I I don't know.","start":1317.73,"end":1318.53,"sentiment":"neutral","sentiment_score":-0.2775764875113964}],"sentiment":"neutral","sentiment_score":-0.19603359246287833,"num_words":22,"start":1256.2999,"end":1318.53},{"sentences":[{"text":"It it asked me for what did it ask me?","start":1318.53,"end":1321.6749,"sentiment":"neutral","sentiment_score":-0.21678616255521774},{"text":"It asked me.","start":1321.6749,"end":1322.4149,"sentiment":"neutral","sentiment_score":-0.2295458068450292},{"text":"Well, it asked me for something else first.","start":1323.9149,"end":1327.5349,"sentiment":"neutral","sentiment_score":-0.22435087710618973},{"text":"I forget what it asked me, but I didn't I I put in an email address, and that that didn't send to work.","start":1330.7949,"end":1335.36,"sentiment":"negative","sentiment_score":-0.4056851889776147},{"text":"So I didn't know what else to put in.","start":1335.36,"end":1337.22,"sentiment":"negative","sentiment_score":-0.3945736454592811}],"sentiment":"neutral","sentiment_score":-0.33081562676519716,"num_words":53,"start":1318.53,"end":1337.22},{"sentences":[{"text":"Hang on.","start":1362.87,"end":1363.61,"sentiment":"neutral","sentiment_score":0.04760250635445118},{"text":"Hang on.","start":1364.0701,"end":1364.55,"sentiment":"neutral","sentiment_score":0.033563509583473206},{"text":"I just gotta put you on speaker.","start":1364.55,"end":1366.23,"sentiment":"neutral","sentiment_score":0.0057431890496185845},{"text":"Hang on.","start":1366.23,"end":1366.97,"sentiment":"neutral","sentiment_score":0.0031176134943962097},{"text":"I I don't remember I don't remember setting up, you know, setting up, yeah, an account.","start":1367.51,"end":1376.15,"sentiment":"neutral","sentiment_score":-0.061562347458675504}],"sentiment":"neutral","sentiment_score":-0.026766481969890923,"num_words":29,"start":1362.87,"end":1376.15},{"sentences":[{"text":"So I I don't know.","start":1376.15,"end":1378.125,"sentiment":"neutral","sentiment_score":-0.09229233339428902},{"text":"Have I set up an account?","start":1378.125,"end":1379.405,"sentiment":"neutral","sentiment_score":-0.03617803193628788},{"text":"Can you see that at your end?","start":1379.405,"end":1381.105,"sentiment":"neutral","sentiment_score":-0.009231700694986753},{"text":"Okay.","start":1394.86,"end":1395.36,"sentiment":"neutral","sentiment_score":-0.012878602370619774},{"text":"But but have I I don't think because I haven't logged in before.","start":1395.5,"end":1399.36,"sentiment":"neutral","sentiment_score":-0.14245466687358344}],"sentiment":"neutral","sentiment_score":-0.08149815734941512,"num_words":32,"start":1376.15,"end":1399.36},{"sentences":[{"text":"Am I set up or not?","start":1399.98,"end":1401.84,"sentiment":"neutral","sentiment_score":-0.09893724446495374},{"text":"Oh.","start":1403.74,"end":1404.24,"sentiment":"neutral","sentiment_score":-0.13304658234119415},{"text":"Alright.","start":1412.3251,"end":1412.8251,"sentiment":"neutral","sentiment_score":0.05123952776193619},{"text":"Well so what do you want me to do?","start":1412.885,"end":1414.645,"sentiment":"neutral","sentiment_score":0.02334805101984077},{"text":"Go to to log in.","start":1414.645,"end":1416.0851,"sentiment":"neutral","sentiment_score":0.024138551205396652}],"sentiment":"neutral","sentiment_score":-0.01566387755288319,"num_words":22,"start":1399.98,"end":1416.0851},{"sentences":[{"text":"Go to the account and go to log in.","start":1416.0851,"end":1417.765,"sentiment":"neutral","sentiment_score":0.03379881920086013},{"text":"Is that what I do?","start":1417.765,"end":1418.905,"sentiment":"neutral","sentiment_score":0.03279871121048927},{"text":"Here we go.","start":1424.47,"end":1425.37,"sentiment":"neutral","sentiment_score":0.03672994921604792},{"text":"Here we go.","start":1426.79,"end":1427.35,"sentiment":"neutral","sentiment_score":0.03130639841159185},{"text":"It's done.","start":1427.35,"end":1428.01,"sentiment":"neutral","sentiment_score":0.023047838360071182}],"sentiment":"neutral","sentiment_score":0.032653984021056785,"num_words":22,"start":1416.0851,"end":1428.01},{"sentences":[{"text":"Yeah.","start":1429.67,"end":1429.99,"sentiment":"neutral","sentiment_score":0.02535470575094223},{"text":"I'm on your home page login, and it asked me for the mobile numbers.","start":1429.99,"end":1433.27,"sentiment":"neutral","sentiment_score":-0.009339328722230025},{"text":"How do I put my mobile number in, do I?","start":1433.27,"end":1435.485,"sentiment":"neutral","sentiment_score":-0.014733390137553214},{"text":"Okay.","start":1446.605,"end":1447.105,"sentiment":"neutral","sentiment_score":-0.006839195266366005},{"text":"So which one's that?","start":1447.405,"end":1448.705,"sentiment":"neutral","sentiment_score":-0.010304559953510761}],"sentiment":"neutral","sentiment_score":-0.010026241093873978,"num_words":30,"start":1429.67,"end":1448.705},{"sentences":[{"text":"So what's that Wi Fi postcode, ZIP code, DTH, ETA, black?","start":1453.49,"end":1458.37,"sentiment":"neutral","sentiment_score":0.008963582684703975},{"text":"Which one's that?","start":1458.37,"end":1459.3501,"sentiment":"neutral","sentiment_score":0.008358133646349112},{"text":"Hang on.","start":1471.585,"end":1472.065,"sentiment":"neutral","sentiment_score":-0.001653081737458706},{"text":"I'll okay.","start":1472.065,"end":1473.1849,"sentiment":"neutral","sentiment_score":0.04314165096729994},{"text":"So what I'll do is I'll go to hang on.","start":1473.1849,"end":1475.6649,"sentiment":"neutral","sentiment_score":0.060621659457683566}],"sentiment":"neutral","sentiment_score":0.029030983696689612,"num_words":28,"start":1453.49,"end":1475.6649},{"sentences":[{"text":"I'll go to the the to the account, to your account because that had the link your account had the link on it for okay.","start":1475.6649,"end":1484.3401,"sentiment":"neutral","sentiment_score":0.06313078939914703},{"text":"So check click here for my bill.","start":1484.4801,"end":1486.64,"sentiment":"neutral","sentiment_score":0.10850255510636739},{"text":"That's what you want.","start":1486.64,"end":1487.4401,"sentiment":"neutral","sentiment_score":0.253763772547245},{"text":"Yeah?","start":1487.4401,"end":1487.76,"sentiment":"neutral","sentiment_score":0.08140061795711517},{"text":"Click here for my bill.","start":1487.76,"end":1489.28,"sentiment":"neutral","sentiment_score":0.044096372276544574}],"sentiment":"neutral","sentiment_score":0.087017266434573,"num_words":42,"start":1475.6649,"end":1489.28},{"sentences":[{"text":"Okay.","start":1489.28,"end":1489.78,"sentiment":"neutral","sentiment_score":0.04237191006541252},{"text":"Yeah.","start":1491.6951,"end":1491.8551,"sentiment":"neutral","sentiment_score":0.03110678121447563},{"text":"Enter login.","start":1491.8551,"end":1492.755,"sentiment":"neutral","sentiment_score":0.018049639649689198},{"text":"Alright.","start":1492.8151,"end":1493.135,"sentiment":"neutral","sentiment_score":0.04802068695425987},{"text":"Yeah.","start":1493.135,"end":1493.4551,"sentiment":"neutral","sentiment_score":0.02780976891517639}],"sentiment":"neutral","sentiment_score":0.030901404408117134,"num_words":6,"start":1489.28,"end":1493.4551},{"sentences":[{"text":"Login.","start":1493.4551,"end":1493.9551,"sentiment":"neutral","sentiment_score":0.028074530884623528},{"text":"So what do I put in the login?","start":1494.015,"end":1496.0951,"sentiment":"neutral","sentiment_score":0.00807656452525407},{"text":"Yeah.","start":1496.0951,"end":1496.5951,"sentiment":"neutral","sentiment_score":0.010946789756417274},{"text":"One seven eight five.","start":1501.295,"end":1504.65,"sentiment":"neutral","sentiment_score":0.005854380317032337},{"text":"Yeah.","start":1504.7101,"end":1505.2101,"sentiment":"neutral","sentiment_score":0.031423963606357574}],"sentiment":"neutral","sentiment_score":0.010565021447837353,"num_words":15,"start":1493.4551,"end":1505.2101},{"sentences":[{"text":"The best.","start":1506.2301,"end":1506.89,"sentiment":"neutral","sentiment_score":0.024877560324966908},{"text":"Four five zero zero.","start":1511.99,"end":1514.49,"sentiment":"neutral","sentiment_score":0.01374697987921536},{"text":"Yeah.","start":1514.55,"end":1515.05,"sentiment":"neutral","sentiment_score":0.016129203140735626},{"text":"8715.","start":1523.575,"end":1526.135,"sentiment":"neutral","sentiment_score":0.006810772232711315},{"text":"So it's 17178555008715.","start":1526.135,"end":1534.49,"sentiment":"neutral","sentiment_score":0.015442030504345894}],"sentiment":"neutral","sentiment_score":0.015819009732116352,"num_words":11,"start":1506.2301,"end":1534.49},{"sentences":[{"text":"Is that correct?","start":1534.49,"end":1535.31,"sentiment":"neutral","sentiment_score":0.024813456771274407},{"text":"7815.","start":1543.61,"end":1545.79,"sentiment":"neutral","sentiment_score":0.0008969579357653856},{"text":"Okay.","start":1546.695,"end":1547.1749,"sentiment":"neutral","sentiment_score":0.029228154569864273},{"text":"So the whole lot is 1785550087815.","start":1547.1749,"end":1556.455,"sentiment":"neutral","sentiment_score":0.031117025762796402},{"text":"Is that right?","start":1556.455,"end":1557.355,"sentiment":"neutral","sentiment_score":0.06470010802149773}],"sentiment":"neutral","sentiment_score":0.03466914010433746,"num_words":14,"start":1534.49,"end":1557.355},{"sentences":[{"text":"Okay.","start":1558.215,"end":1558.715,"sentiment":"neutral","sentiment_score":0.0588286854326725},{"text":"Yeah.","start":1560.215,"end":1560.715,"sentiment":"neutral","sentiment_score":0.022643722593784332},{"text":"Yeah.","start":1564.39,"end":1564.89,"sentiment":"neutral","sentiment_score":0.021263908594846725},{"text":"Yes.","start":1570.15,"end":1570.65,"sentiment":"neutral","sentiment_score":0.05064641684293747},{"text":"Apple 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Romeo.","start":1595.01,"end":1596.77,"sentiment":"neutral","sentiment_score":0.044692300260066986},{"text":"Yep.","start":1596.77,"end":1597.27,"sentiment":"neutral","sentiment_score":0.0587996244430542},{"text":"OferasForLower.","start":1602.585,"end":1603.8049,"sentiment":"neutral","sentiment_score":0.02631533518433571},{"text":"Yep.","start":1603.865,"end":1604.365,"sentiment":"neutral","sentiment_score":0.03885907679796219},{"text":"Number 7.","start":1609.145,"end":1610.0449,"sentiment":"neutral","sentiment_score":0.01299880538135767}],"sentiment":"neutral","sentiment_score":0.036526760914259486,"num_words":9,"start":1595.01,"end":1610.0449},{"sentences":[{"text":"Okay.","start":1610.1849,"end":1610.6849,"sentiment":"neutral","sentiment_score":0.05463331192731857},{"text":"Alright.","start":1612.265,"end":1612.765,"sentiment":"neutral","sentiment_score":0.11592595279216766},{"text":"So sign in now.","start":1612.985,"end":1614.2849,"sentiment":"neutral","sentiment_score":0.10785196907818317},{"text":"So next time I'm not gonna remember any of this.","start":1617.53,"end":1620.51,"sentiment":"neutral","sentiment_score":-0.21556483805179597},{"text":"How can I reset, you know, the password and the login for next time?","start":1620.65,"end":1626.75,"sentiment":"neutral","sentiment_score":-0.1659462840429374}],"sentiment":"neutral","sentiment_score":-0.12923097386956214,"num_words":30,"start":1610.1849,"end":1626.75},{"sentences":[{"text":"On my profile.","start":1648.91,"end":1650.05,"sentiment":"neutral","sentiment_score":0.024906974906722706},{"text":"Okay.","start":1683.1,"end":1683.42,"sentiment":"neutral","sentiment_score":0.02899155020713806},{"text":"Alright.","start":1683.42,"end":1683.9,"sentiment":"neutral","sentiment_score":0.07728160917758942},{"text":"Okay.","start":1683.9,"end":1684.22,"sentiment":"neutral","sentiment_score":0.057379502803087234},{"text":"So I sign in now.","start":1684.22,"end":1685.6799,"sentiment":"neutral","sentiment_score":0.04538096711039543}],"sentiment":"neutral","sentiment_score":0.042298038405450905,"num_words":11,"start":1648.91,"end":1685.6799},{"sentences":[{"text":"Alright.","start":1689.875,"end":1690.375,"sentiment":"neutral","sentiment_score":0.07069438695907593},{"text":"I've signed in.","start":1690.6749,"end":1691.635,"sentiment":"neutral","sentiment_score":0.0681855579217275},{"text":"Oh, I've hit sign in.","start":1691.635,"end":1692.995,"sentiment":"neutral","sentiment_score":0.03565150611102581},{"text":"Here we go.","start":1692.995,"end":1693.895,"sentiment":"neutral","sentiment_score":0.04003332555294037},{"text":"Yeah.","start":1701.9,"end":1702.14,"sentiment":"neutral","sentiment_score":0.021143615245819092}],"sentiment":"neutral","sentiment_score":0.0457501679372329,"num_words":13,"start":1689.875,"end":1702.14},{"sentences":[{"text":"I've clicked sign in.","start":1702.14,"end":1703.5,"sentiment":"neutral","sentiment_score":0.029819611459970474},{"text":"Yep.","start":1703.5,"end":1704.0,"sentiment":"neutral","sentiment_score":0.04429777711629867},{"text":"Payment credentials.","start":1711.02,"end":1712.24,"sentiment":"neutral","sentiment_score":-0.012276009190827608},{"text":"I can't see payment credentials.","start":1715.5,"end":1717.835,"sentiment":"neutral","sentiment_score":-0.1779375672340393},{"text":"No.","start":1745.745,"end":1746.065,"sentiment":"neutral","sentiment_score":-0.19284915924072263}],"sentiment":"neutral","sentiment_score":-0.07257790698741491,"num_words":13,"start":1702.14,"end":1746.065},{"sentences":[{"text":"I can just see the amount that I'm owing.","start":1746.065,"end":1747.9049,"sentiment":"neutral","sentiment_score":-0.1563709353407224},{"text":"I can see recurring invoice.","start":1747.9049,"end":1750.085,"sentiment":"neutral","sentiment_score":-0.07130481749773025},{"text":"I can see So so what where it says unpaid, do I click on that, you mean?","start":1752.145,"end":1771.845,"sentiment":"neutral","sentiment_score":-0.0453648309716407},{"text":"Unpaid.","start":1783.0449,"end":1783.5449,"sentiment":"neutral","sentiment_score":-0.11034440249204636},{"text":"I don't know.","start":1783.89,"end":1788.6901,"sentiment":"neutral","sentiment_score":-0.21724650263786316}],"sentiment":"neutral","sentiment_score":-0.09420424407081944,"num_words":35,"start":1746.065,"end":1788.6901},{"sentences":[{"text":"It's not it's not doing much unpaid.","start":1788.6901,"end":1795.1901,"sentiment":"neutral","sentiment_score":-0.25040637808186667},{"text":"So I click this download thing.","start":1796.025,"end":1799.5651,"sentiment":"neutral","sentiment_score":-0.14726886029044786},{"text":"I really don't know.","start":1803.0651,"end":1804.285,"sentiment":"neutral","sentiment_score":-0.1572166010737419},{"text":"Yeah.","start":1808.905,"end":1809.405,"sentiment":"neutral","sentiment_score":-0.03791698068380356},{"text":"I can see the amount, but I can't see how I can pay it.","start":1810.08,"end":1813.38,"sentiment":"neutral","sentiment_score":-0.10279651252286774}],"sentiment":"neutral","sentiment_score":-0.14819976151920855,"num_words":32,"start":1788.6901,"end":1813.38},{"sentences":[{"text":"It's a Mastercard.","start":1818.7999,"end":1819.7799,"sentiment":"neutral","sentiment_score":0.012237043119966984},{"text":"Yeah.","start":1820.1599,"end":1820.6599,"sentiment":"neutral","sentiment_score":0.0385957732796669},{"text":"Okay.","start":1828.995,"end":1829.495,"sentiment":"neutral","sentiment_score":0.04621373862028122},{"text":"864.","start":1885.4551,"end":1886.675,"sentiment":"neutral","sentiment_score":0.04292430728673935},{"text":"Let me 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Airtel.","start":1937.915,"end":1939.215,"sentiment":"neutral","sentiment_score":-0.013818624895066023},{"text":"7728.","start":1939.355,"end":1941.035,"sentiment":"neutral","sentiment_score":0.0045844740234315395},{"text":"Okay.","start":1941.035,"end":1941.535,"sentiment":"neutral","sentiment_score":0.05328226089477539},{"text":"I'll approve 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Yep.","start":1957.33,"end":1958.48,"sentiment":"neutral","sentiment_score":0.017830127850174904}],"sentiment":"neutral","sentiment_score":0.11481900652870536,"num_words":8,"start":1944.715,"end":1958.48},{"sentences":[{"text":"Okay.","start":2013.64,"end":2013.96,"sentiment":"neutral","sentiment_score":0.04409858211874962},{"text":"So you're gonna keep trying to set up the direct debit, are you?","start":2013.96,"end":2017.305,"sentiment":"neutral","sentiment_score":0.02726195752620697},{"text":"Let's do it let's do it now.","start":2032.06,"end":2033.5801,"sentiment":"neutral","sentiment_score":0.22437842403139388},{"text":"That's fine.","start":2033.5801,"end":2034.3,"sentiment":"neutral","sentiment_score":0.2969675064086914},{"text":"Yeah.","start":2034.3,"end":2034.62,"sentiment":"neutral","sentiment_score":0.2760722041130066}],"sentiment":"neutral","sentiment_score":0.11829834229623278,"num_words":24,"start":2013.64,"end":2034.62},{"sentences":[{"text":"I wanna get it 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current bill's been paid, but but you're saying there might be a delayed response to setting setting it all up.","start":2181.3,"end":2188.6602,"sentiment":"neutral","sentiment_score":-0.13881329497830433},{"text":"It might still might still be set up.","start":2188.6602,"end":2192.0051,"sentiment":"neutral","sentiment_score":-0.09190598176792264}],"sentiment":"neutral","sentiment_score":-0.11792409865919387,"num_words":33,"start":2149.73,"end":2192.0051},{"sentences":[{"text":"Yeah?","start":2192.225,"end":2192.725,"sentiment":"neutral","sentiment_score":-0.0049498435109853745},{"text":"Okay.","start":2208.6902,"end":2209.1902,"sentiment":"neutral","sentiment_score":0.12452780455350876},{"text":"Alright.","start":2209.25,"end":2209.7302,"sentiment":"neutral","sentiment_score":0.20462626218795776},{"text":"So I'll I'll do that.","start":2209.7302,"end":2211.4102,"sentiment":"neutral","sentiment_score":0.23026124238967896},{"text":"But but how does that work?","start":2211.4102,"end":2213.49,"sentiment":"neutral","sentiment_score":0.1163190131386121}],"sentiment":"neutral","sentiment_score":0.1552446081436106,"num_words":14,"start":2192.225,"end":2213.49},{"sentences":[{"text":"Like, if we set it up as a direct debit with the credit card, and I've got the locks I've got the international locks on it, which I normally do, will the payment still go through every month because the locks are on or or not?","start":2213.49,"end":2228.6948,"sentiment":"neutral","sentiment_score":0.1121746355910664},{"text":"Okay.","start":2266.45,"end":2266.93,"sentiment":"neutral","sentiment_score":0.1323270946741104},{"text":"Is there a local number that I can call in Australia to set up direct debit given given the locks that I have on the card?","start":2266.93,"end":2274.79,"sentiment":"neutral","sentiment_score":0.12359252915932582},{"text":"Yeah.","start":2320.29,"end":2320.79,"sentiment":"neutral","sentiment_score":0.039767052978277206},{"text":"Alright.","start":2322.93,"end":2323.43,"sentiment":"neutral","sentiment_score":0.07801520079374313}],"sentiment":"neutral","sentiment_score":0.1149806445837021,"num_words":75,"start":2213.49,"end":2323.43},{"sentences":[{"text":"Okay.","start":2323.65,"end":2324.15,"sentiment":"neutral","sentiment_score":0.09673885256052016},{"text":"Well, we'll we'll at least you've paid this account, and then we'll worry about next month in the lead up to next month.","start":2324.3699,"end":2331.83,"sentiment":"neutral","sentiment_score":0.07335148946098659},{"text":"Alright.","start":2336.615,"end":2337.115,"sentiment":"neutral","sentiment_score":0.16250662505626678},{"text":"Okay.","start":2337.175,"end":2337.675,"sentiment":"neutral","sentiment_score":0.17517399787902832},{"text":"Yeah.","start":2356.69,"end":2357.01,"sentiment":"neutral","sentiment_score":0.08061066269874573}],"sentiment":"neutral","sentiment_score":0.08155979243693529,"num_words":27,"start":2323.65,"end":2357.01},{"sentences":[{"text":"Okay.","start":2357.01,"end":2357.51,"sentiment":"neutral","sentiment_score":0.0491752102971077},{"text":"Alright.","start":2357.73,"end":2358.13,"sentiment":"neutral","sentiment_score":0.23046931624412537},{"text":"Well, I'll see how I go with that down the track.","start":2358.13,"end":2360.7898,"sentiment":"neutral","sentiment_score":0.22223698686469684},{"text":"Okay.","start":2360.8499,"end":2361.3499,"sentiment":"neutral","sentiment_score":0.2093302309513092},{"text":"Alright.","start":2365.055,"end":2365.555,"sentiment":"neutral","sentiment_score":0.31144291162490845}],"sentiment":"neutral","sentiment_score":0.21633496830860774,"num_words":15,"start":2357.01,"end":2365.555},{"sentences":[{"text":"Thank you.","start":2365.775,"end":2366.595,"sentiment":"positive","sentiment_score":0.6040355861186981},{"text":"Are you there?","start":2368.655,"end":2369.555,"sentiment":"neutral","sentiment_score":0.27008508642514545},{"text":"No.","start":2379.1501,"end":2379.31,"sentiment":"neutral","sentiment_score":-0.01287352293729782},{"text":"No worries.","start":2379.31,"end":2379.79,"sentiment":"neutral","sentiment_score":0.07995525375008583},{"text":"We'll work it out in time.","start":2379.79,"end":2382.05,"sentiment":"neutral","sentiment_score":0.16791275391976038}],"sentiment":"neutral","sentiment_score":0.2266314242567335,"num_words":14,"start":2365.775,"end":2382.05},{"sentences":[{"text":"Okay.","start":2382.27,"end":2382.77,"sentiment":"neutral","sentiment_score":0.3060365915298462},{"text":"Thank you.","start":2382.83,"end":2383.57,"sentiment":"positive","sentiment_score":0.6437472403049469},{"text":"Thanks.","start":2386.51,"end":2387.01,"sentiment":"positive","sentiment_score":0.5157390832901001},{"text":"You too.","start":2387.191,"end":2387.931,"sentiment":"neutral","sentiment_score":0.3129417449235916},{"text":"Bye.","start":2391.831,"end":2392.331,"sentiment":"neutral","sentiment_score":-0.12279431521892548}],"sentiment":"positive","sentiment_score":0.3731941900082997,"num_words":7,"start":2382.27,"end":2392.331}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel. My name is Mary. May I have your name, please?\n\nChannel 1: Yes. Good day, Mary. Bill's my name.\n\nChannel 0: I hello? I'm sorry. What's\n\nChannel 1: Yeah.\n\nChannel 0: your name again?\n\nChannel 1: Bill. Bill.\n\nChannel 0: Hello? Yes, Bill. How may I help you today?\n\nChannel 1: Mary, we're a new customer for to Airtel. I received the first account via email, and I just wanted to make some changes to it and also set up direct debit and and just\n\nChannel 0: Mhmm.\n\nChannel 1: ask ask some questions about don't know. I tried to get into it online, and I can't. And so I'm just\n\nChannel 0: Mhmm.\n\nChannel 1: having having some problems.\n\nChannel 0: No worries.\n\nChannel 1: Yeah.\n\nChannel 0: No worries. I'll be more than happy to check on your account. Let me pull it up first. Hold on.\n\nChannel 1: Sure. Okay.\n\nChannel 0: Could you provide me your last name, please?\n\nChannel 1: Khrustovsky is my last name with a h, h r I, first three letters.\n\nChannel 0: Okay. Bill Ristovski. Correct?\n\nChannel 1: Yes. Correct. Yeah.\n\nChannel 0: Thank you so much. Just\n\nChannel 1: Sure.\n\nChannel 0: give me one second.\n\nChannel 1: Yep.\n\nChannel 0: Yes. I already have your account pulled up, and yet here, there is a recurring, recurring invoice for $77.28. So you mentioned you're setting up a payment. Correct?\n\nChannel 1: I wanted to set up a payment payment, but I also wanted to just correct some information on the account. Firstly\n\nChannel 0: Sure.\n\nChannel 1: firstly, the account's just in my name. Can I put it in my wife's name as well? So can we have joint joint account names, my name and my wife together?\n\nChannel 0: So you mean you wanna add your wife's name under\n\nChannel 1: Yes.\n\nChannel 0: your same account?\n\nChannel 1: Yes,\n\nChannel 0: Sure.\n\nChannel 1: please. Yeah.\n\nChannel 0: Sure. Since we will be making some changes on your account, could you verify your date of birth, please?\n\nChannel 1: Sure. 12/21/1963.\n\nChannel 0: Twenty first. Correct?\n\nChannel 1: '21. Yeah. 12/21/1963.\n\nChannel 0: 1963. How about your identification number, please?\n\nChannel 1: Identification number. Where where is that? Is it on the account, or where is that?\n\nChannel 0: It's a combination of numbers that can be found on customer's ID percentage during starting the plan, driver's license, passport, whatever ID that we have. We can we can check it.\n\nChannel 1: Do you want my driver's license number?\n\nChannel 0: We can check if that will match what's what was submitted on our\n\nChannel 1: Alright. So what well, okay. So what so what what\n\nChannel 0: system.\n\nChannel 1: can I provide? Driver's license? What else?\n\nChannel 0: Just the number on the ID.\n\nChannel 1: Yeah. What what do you mean? The what number on the ID? The number on the driver's license, or or is it a different\n\nChannel 0: Yes.\n\nChannel 1: form of ID? Yeah.\n\nChannel 0: Yeah. This is just the number on the driver's license.\n\nChannel 1: Right. So is that the only form of ID that I can provide, or are they other forms?\n\nChannel 0: Sorry?\n\nChannel 1: Is the driver's license the only form of ID I can provide, or is there a different form of ID in addition to the driver's license?\n\nChannel 0: If in any case that will not match of what we have here in the system, we can try some other ID that you have in your possession right now.\n\nChannel 1: Okay. So what can we try? We can try driver's license. What else can we\n\nChannel 0: Yeah. It's a password, but we can try driver's license first.\n\nChannel 1: try? Driver's license. Just so I know what to get. That's all.\n\nChannel 0: Yeah. Just the\n\nChannel 1: Alright.\n\nChannel 0: the number.\n\nChannel 1: Alright. Well, if you hang on a minute, I'll get my wallet, and I'll get the driver's license out of my\n\nChannel 0: Thank\n\nChannel 1: wallet.\n\nChannel 0: you for thank you so much, Bill. This\n\nChannel 1: That's\n\nChannel 0: is also\n\nChannel 1: alright.\n\nChannel 0: for your account security since we'll be making changes on your account.\n\nChannel 1: Yeah. No. That's fine. I I just wanted to know what else I could provide in case I had something handy so I didn't have to go and get it, but that's okay. Alright.\n\nHere's the license from fresh from the wallet. 032164495.\n\nChannel 0: Thank you so much. And that matched of what we have here in our system. Now I'll be more than happy to update first your account, adding your wife's name, and then moving forward to making a payment and setting up your payments on your account. Okay?\n\nChannel 1: Yeah. Sure. I just yeah. Well, let's do my wife first, then I'll just wanted to do a couple of other things as well first before paying. Yeah.\n\nChannel 0: Sure. Can you provide your wife's name? It will be better if you will spell out for me phonetically just to make sure I'll be getting the correct spelling as well.\n\nChannel 1: Sure. Okay. So her first name is Christine with with a\n\nChannel 0: Mhmm.\n\nChannel 1: c with a c. So c h r I s t I n e, Christine.\n\nChannel 0: Mhmm.\n\nChannel 1: Now my wife's surname is hyphenated. So the first part of her surname is Casm, which is spelled c a, s s, I m.\n\nChannel 0: Mhmm.\n\nChannel 1: So Kasim and then the the hyphen, you know, the dash, and then my surname, Khrustovsky, just like it appears on the account. So Christine Kasim Khrustovsky.\n\nChannel 0: Thank you so much. I have Chris I have Christine c and then Cassie. That's c for Charlie, a for alpha, s for Sierra, s for Sierra, I for India, m for Mary, then the hyphen, and then your\n\nChannel 1: Yes.\n\nChannel 0: last name, Ratowski. Correct?\n\nChannel 1: Yes. Correct. Yep.\n\nChannel 0: And Christine has no active account with Airtel under her name. Correct? I just have to add this.\n\nChannel 1: Yeah. No. She\n\nChannel 0: None.\n\nChannel 1: doesn't. No. No. First time.\n\nChannel 0: Okay.\n\nChannel 1: Yeah.\n\nChannel 0: Sure. I've already added Christine's name on your account. This is going to be your name and Christine's name under your account.\n\nChannel 1: Oh, good. That's great. Now the second change I'd like to make is with the address, it's not quite a 100% correct. So I wanted to make it a 100% correct.\n\nChannel 0: That\n\nChannel 1: So\n\nChannel 0: will be helpful.\n\nChannel 1: yeah. Okay. So where where it says Unit 107, where it says U, U 107,\n\nChannel 0: Mhmm.\n\nChannel 1: U U referring to unit. It's not a unit. We live in an apartment. So can you to apartment?\n\nChannel 0: Okay. Alright. Apartment 107?\n\nChannel 1: Apartment 107. Yep. Now where it says 27 Circles Road,\n\nChannel 0: Mhmm.\n\nChannel 1: it's it's actually a a double block. So it's 27 and then a little dash, and then it's 20\n\nChannel 0: Okay.\n\nChannel 1: 9. So it should be 27 to 29. So 27 Dash 29 Circles Road, Templestowe.\n\nChannel 0: Okay. I have Apartment 10727\n\nChannel 1: Yep.\n\nChannel 0: to 29 Cerbos Road.\n\nChannel 1: Correct. Yep. Have you got\n\nChannel 0: Thank\n\nChannel 1: a rooster\n\nChannel 0: you so\n\nChannel 1: in the\n\nChannel 0: much.\n\nChannel 1: background?\n\nChannel 0: I'm\n\nChannel 1: Is\n\nChannel 0: so\n\nChannel 1: he\n\nChannel 0: sorry\n\nChannel 1: is he\n\nChannel 0: for\n\nChannel 1: the\n\nChannel 0: that.\n\nChannel 1: what's that in the what's that crow croaking in the background? Is that a rooster or something?\n\nChannel 0: Yeah. You're correct. I'm so sorry for\n\nChannel 1: You\n\nChannel 0: that.\n\nChannel 1: got a rooster? I've never heard a rooster on the phone before. That's alright. Okay.\n\nChannel 0: They're so funny. I'm so\n\nChannel 1: They're\n\nChannel 0: sorry\n\nChannel 1: funny.\n\nChannel 0: for that, though.\n\nChannel 1: That's alright. Okay. So now now is it possible for me to receive instead of receiving the account every month via email, can I get it in the post? Can I get a a hard copy in the post?\n\nChannel 0: Mhmm. Oh, I'm so sorry. But we normally send the invoice through digital, so it will be sent to your email.\n\nChannel 1: So it's not not possible to have a a hard copy in the post.\n\nChannel 0: Yes. Do you need it to be delivered to you, or you just have to be to have a hard copy? Because we\n\nChannel 1: Hello? Are you there?\n\nChannel 0: yeah.\n\nChannel 1: Yeah. Sorry. You just cut out. I didn't hear you. So what sorry.\n\nWhat did you say?\n\nChannel 0: Sorry. I mean, is the reason why do you need the physical copy or the hard copy? Because invoices will and payment or receipt will be sent to you the primary email associated in your account.\n\nChannel 1: Yeah.\n\nChannel 0: It's\n\nChannel 1: Is\n\nChannel 0: not gonna\n\nChannel 1: it pop\n\nChannel 0: be mailed.\n\nChannel 1: yeah. So so do you offer that service? Do you offer the the post? Do you offer a copy copy of the account by post or not?\n\nChannel 0: No, Bill. I'm sorry for that.\n\nChannel 1: You don't? Okay.\n\nChannel 0: Yeah.\n\nChannel 1: Alright.\n\nChannel 0: Oh,\n\nChannel 1: That's\n\nChannel 0: so I guess this\n\nChannel 1: no.\n\nChannel 0: is for\n\nChannel 1: That\n\nChannel 0: paperless. You know?\n\nChannel 1: yeah. That's fine. I mean, every every company is different. So if you don't ask, you don't know. Okay.\n\nIs is there a discount for a pensioner concession card?\n\nChannel 0: There is not as well, Bill. What we offer is, I mean, the promotion or discount on the website for our new customers.\n\nChannel 1: Okay. But there's no pensioner concession discount monthly discount?\n\nChannel 0: Yes. That's correct.\n\nChannel 1: No. There isn't. Okay. Alright.\n\nChannel 0: Mhmm.\n\nChannel 1: Okay. Alright. So now if we set up a direct debit now, will that\n\nChannel 0: Mhmm.\n\nChannel 1: will that will that pay the outstanding amount of $77.28, or does it kick in next month, the direct debit?\n\nChannel 0: We can process the payment today for your current invoice for September as you might be charged for the late or late fees. And then once it's set up on your account, that will be automatically debited from your credit card if we we're gonna save it for direct debit.\n\nChannel 1: Every month. Okay. Alright.\n\nChannel 0: Mhmm.\n\nChannel 1: Okay. So is there a fee for direct debit with credit card?\n\nChannel 0: No. There's none. It's gonna be your that's the exact the exact amount that you owe or to pay with the current invoice.\n\nChannel 1: No.\n\nChannel 0: Yeah.\n\nChannel 1: Okay. Alright. Well, let let's let's pay the amount outstanding and set up direct debit for every month after that. Yeah. Please.\n\nChannel 0: Mhmm. Oh, sure. Okay. Let me just go ahead here. Is it is it going to be your bank account or your credit card?\n\nChannel 1: Credit\n\nChannel 0: Okay. Uh-huh.\n\nChannel 1: card.\n\nChannel 0: Could you provide me your card number, please?\n\nChannel 1: Sure. 5523\n\nChannel 0: Mhmm.\n\nChannel 1: 5082,\n\nChannel 0: Alright. Okay.\n\nChannel 1: 00420742.\n\nChannel 0: Thank you so much. Just give me one second.\n\nChannel 1: Sure.\n\nChannel 0: I have 5523508200420742. Correct?\n\nChannel 1: The first four digits are 5523. Did you say that? 5523?\n\nChannel 0: Yes. Yes.\n\nChannel 1: Yeah.\n\nChannel 0: 5\n\nChannel 1: Okay.\n\nChannel 0: 523. Thank\n\nChannel 1: Yes.\n\nChannel 0: you so much.\n\nChannel 1: Yep.\n\nChannel 0: How about the name appearing on the card, please?\n\nChannel 1: It it's in my name, so it's Bill Kristofsky.\n\nChannel 0: You so much. Just give me one second.\n\nChannel 1: Sure.\n\nChannel 0: The expiration date, please?\n\nChannel 1: 10/27. So tenth month, twenty seventh\n\nChannel 0: Mhmm.\n\nChannel 1: year. 10/27. Yeah.\n\nChannel 0: Perfect. How about the CVV or the CVV?\n\nChannel 1: Yeah. It's 277.\n\nChannel 0: Thank you so much. Let me save and allow this for future charges,\n\nChannel 1: Sure.\n\nChannel 0: and then we'll go ahead and process your current invoice.\n\nChannel 1: Yep.\n\nChannel 0: It says invalid card number. Once again, I have 5523508200420742. Correct?\n\nChannel 1: Hang on. Now I'll get the card out. I'll just double check because I gave it to you by memory. I remember it, but sometimes you make mistakes. Double yeah.\n\n5523508200420742. Is\n\nChannel 0: Thank\n\nChannel 1: that\n\nChannel 0: you.\n\nChannel 1: what you have?\n\nChannel 0: How yes. How about the CVV?\n\nChannel 1: The CVC is 277.\n\nChannel 0: And for the expiration date, it's tenth of twenty twenty seven. 10/2027.\n\nChannel 1: Well, on the card, it says just 1027. It doesn't say 102027. It just says 1027.\n\nChannel 0: Okay. Thank you so much.\n\nChannel 1: Sure.\n\nChannel 0: Okay. I have the same result. Do you have other card, Bill?\n\nChannel 1: No. That's the only credit card I've got. What does it say? Does it say invalid, did you say?\n\nChannel 0: Yes.\n\nChannel 1: Are you overseas, or are you here?\n\nChannel 0: No. I'm working overseas.\n\nChannel 1: That's that's probably why. Because I've I've locked I've got overseas payments locked on the card. Alright? If you hang on a minute, I'll I'll get into settings. I'll unlock the the payment, and then I'll once you process it, I'll put the lock back on.\n\nIs that okay?\n\nChannel 0: Oh, oh, sure. Sure. Sure. No worries.\n\nChannel 1: Yeah. What where what country are you in? Where are you?\n\nChannel 0: You're from The Philippines.\n\nChannel 1: You're in The Philippines. Okay. So that's a Philippine\n\nChannel 0: Yeah.\n\nChannel 1: roost that's a Philippine rooster in the background.\n\nChannel 0: You're definitely correct, Bill.\n\nChannel 1: Alright. Hang on a ticker. I'll just get into settings, and I'll take that lock off. That's probably why it's it says it's invalid because it the lock's on for overseas. Alright.\n\nWon't be a minute.\n\nChannel 0: No worries. I'll stay in.\n\nChannel 1: Okay. I've removed one of the locks. Did you wanna try that again, please?\n\nChannel 0: Sure. Let me just try to\n\nChannel 1: Yep.\n\nChannel 0: save it. Hold on one second.\n\nChannel 1: Yep.\n\nChannel 0: I'm sorry. It's still the same, but let me try other let me try to process your invoice if we could do it successfully, Holden, rather than adding the card first.\n\nChannel 1: Okay.\n\nChannel 0: Holden. So that we can see what could be the problem with the cardholder. I'll be putting you I mean, I'll be putting myself on mute. Okay? But I'm I'm working on my end.\n\nOkay?\n\nChannel 1: Yep. Sure.\n\nChannel 0: Thank you.\n\nChannel 1: Thanks.\n\nChannel 0: I received the same error, and it did. I mean, there's no error on my end. It's just that whenever I try to proceed, the card number will be removed and then you'll receive this.\n\nChannel 1: Alright. Okay. There's there's one more lock I can take off that relates to international payments. Let me let me take\n\nChannel 0: Sure.\n\nChannel 1: that one off as well and then see if that makes\n\nChannel 0: Thank\n\nChannel 1: a difference.\n\nChannel 0: you.\n\nChannel 1: Alright. Tap.\n\nChannel 0: Thank you so much for that bill.\n\nChannel 1: Okay. Let's try that. If this doesn't work, I don't know what we're gonna do next. Try try this. Yeah.\n\nChannel 0: Yes. Hold on.\n\nChannel 1: Sure.\n\nChannel 0: Let me try it again. Hold on.\n\nChannel 1: Mhmm.\n\nChannel 0: If alright. I I I tried again. However, it gave me the same screen. If I may ask if have you tried adding it on your end by logging in on your customer portal?\n\nChannel 1: I tried to get into the customer portal, and I I I couldn't get in. I I don't know. It it asked me for what did it ask\n\nChannel 0: The\n\nChannel 1: me?\n\nChannel 0: password?\n\nChannel 1: It asked me. Well, it asked me for something else first. I forget what it asked me, but I didn't I I put in an email address, and that that didn't send to work. So I didn't know what else to put in.\n\nChannel 0: Okay. I'll try to give you a login and then a password as well so that you can log in to your account. As long as you haven't changed your password yet or your login credentials, we could sign in or log in onto this account. On your login page, please type in this combination of number numbers in the login. Let me know whenever\n\nChannel 1: Hang on.\n\nChannel 0: you're ready.\n\nChannel 1: Hang on. I just gotta put you on speaker. Hang on. I\n\nChannel 0: Sure.\n\nChannel 1: I don't remember I don't remember setting up, you know, setting\n\nChannel 0: The\n\nChannel 1: up,\n\nChannel 0: password?\n\nChannel 1: yeah, an account. So\n\nChannel 0: Mhmm.\n\nChannel 1: I I don't know. Have I set up an account? Can you see that at your end?\n\nChannel 0: Once you have a plan with us or started as a customer, you will be given credentials to log in to our customer portal.\n\nChannel 1: Okay. But but have I I don't think because I haven't logged in before. Am I set up or not?\n\nChannel 0: No. Not yet.\n\nChannel 1: Oh.\n\nChannel 0: It means that you haven't changed your password yet. So if we are to use these credentials, we should be able to log in to your account.\n\nChannel 1: Alright. Well so what do you want me to do? Go to to log in. Go to the account and go to log in. Is that what I do?\n\nChannel 0: It's airtel.net.au. And then\n\nChannel 1: Here\n\nChannel 0: are\n\nChannel 1: we\n\nChannel 0: you\n\nChannel 1: go.\n\nChannel 0: on are\n\nChannel 1: Here\n\nChannel 0: you\n\nChannel 1: we\n\nChannel 0: on\n\nChannel 1: go.\n\nChannel 0: our\n\nChannel 1: It's\n\nChannel 0: home\n\nChannel 1: done.\n\nChannel 0: page? My account? Yes.\n\nChannel 1: Yeah. I'm on your home page login, and it asked me for the mobile numbers. How do I put my mobile number in, do I?\n\nChannel 0: No. Can you please go to the, blank I mean, login page where you are to enter your login and then your password?\n\nChannel 1: Okay.\n\nChannel 0: Code.\n\nChannel 1: So which one's that?\n\nChannel 0: So on your login let me try in my end.\n\nChannel 1: So what's that Wi Fi postcode,\n\nChannel 0: So\n\nChannel 1: ZIP code, DTH, ETA, black? Which one's that?\n\nChannel 0: On your login, are you seeing a an option or a tab to enter your login? I will provide you the the set of numbers.\n\nChannel 1: Hang on. I'll\n\nChannel 0: Okay?\n\nChannel 1: okay. So what I'll do is I'll go to hang on. I'll go to the the to the account, to your\n\nChannel 0: Okay.\n\nChannel 1: account because that had the link your account had the link on it for okay. So check click here for my bill. That's what you want. Yeah? Click here for my bill.\n\nOkay.\n\nChannel 0: Okay.\n\nChannel 1: Yeah. Enter login. Alright. Yeah. Login.\n\nSo what do I put\n\nChannel 0: Yes.\n\nChannel 1: in the login? Yeah.\n\nChannel 0: So it's 1785\n\nChannel 1: One seven eight five. Yeah. The best.\n\nChannel 0: 555500\n\nChannel 1: Four five zero zero. Yeah.\n\nChannel 0: 87815.\n\nChannel 1: 8715. So it's 17178555008715. Is that correct?\n\nChannel 0: The last four numbers are supposed to be 7815.\n\nChannel 1: 7815. Okay. So the whole lot is 1785550087815. Is that right?\n\nChannel 0: That's correct. Yes.\n\nChannel 1: Okay.\n\nChannel 0: For your password,\n\nChannel 1: Yeah.\n\nChannel 0: it's 0\n\nChannel 1: Yeah.\n\nChannel 0: AndThenLowerLowercaseNForNancy,\n\nChannel 1: Yes.\n\nChannel 0: UppercaseRForRomeo,\n\nChannel 1: Apple case. RForRomeo. Yep.\n\nChannel 0: then UppercaseAForAlpha,\n\nChannel 1: Yes.\n\nChannel 0: LowercasePForPapa,\n\nChannel 1: P for papa. Yep.\n\nChannel 0: UppercaseRForRomeo,\n\nChannel 1: Uppercase r for Romeo. Yep.\n\nChannel 0: And then LowercaseOForOscar.\n\nChannel 1: OferasForLower. Yep.\n\nChannel 0: And and the number 7.\n\nChannel 1: Number 7. Okay. Alright. So sign in now.\n\nChannel 0: Yes, please.\n\nChannel 1: So next time I'm not gonna remember any of this. How can I reset, you know, the password and the login for next time?\n\nChannel 0: Hold hold on. Let me check on your account. On your profile, you'll have an option to reset your password.\n\nChannel 1: On my profile.\n\nChannel 0: Yes. On the upper right corner of your screen where it says your name, there is a drop down menu wherein you will be able to click a profile option. When you click profile option, you'll have to you'll be routed to your profile details, your login number, your email address, your phone number, and also your billing and address. And also on the lowest part, that's where you will reset your\n\nChannel 1: Okay. Alright. Okay. So I sign in\n\nChannel 0: password.\n\nChannel 1: now.\n\nChannel 0: Okay. So\n\nChannel 1: Alright. I've signed in. Oh, I've hit sign in. Here we go.\n\nChannel 0: Alright. And then please please click in finance,\n\nChannel 1: Yeah. I've clicked sign in. Yep.\n\nChannel 0: and then click pay re payment credentials.\n\nChannel 1: Payment credentials. I can't see payment credentials.\n\nChannel 0: It's under finance option. When you click finance, a subcategory below it show us a document, payRx payment credentials, and b pay CRN. So you just have to choose the pay payRx payment credentials. Did you see it?\n\nChannel 1: No. I can just see the amount that I'm owing. I can see recurring invoice. I can see\n\nChannel 0: Well, you can on the amount that you owe, you can also make a payment on that if you click on the check\n\nChannel 1: So so what where it says unpaid, do I click on that, you mean?\n\nChannel 0: mark icon. Yes. And then please click pay pay by pay, Rick.\n\nChannel 1: Unpaid. I don't know. It's not it's not doing much unpaid. So I click this download thing. I\n\nChannel 0: Is\n\nChannel 1: really\n\nChannel 0: it loading\n\nChannel 1: don't know.\n\nChannel 0: on your end? Sure. Let me try as well on my end. Hold on.\n\nChannel 1: Yeah. I can see the amount, but I can't see how I can pay it.\n\nChannel 0: Mhmm. Is this your Mastercard or it's a Visa card?\n\nChannel 1: It's a Mastercard. Yeah.\n\nChannel 0: Let me try this method as well.\n\nChannel 1: Okay.\n\nChannel 0: Alright. We'll send you a, like, a verification or one time code sent to your device. Can you confirm which I mean, the last three digits of your phone number?\n\nChannel 1: 864.\n\nChannel 0: That's great. One second. I'm waiting for approval. Did you get a notification?\n\nChannel 1: Let me see. I got a security alert. Hang on. Yeah. Here we go.\n\nApproval decline. This is from Airtel. 7728. Okay. I'll approve that.\n\nChannel 0: Yes.\n\nChannel 1: Okay. Approve. Okay. Alright. I've approved that.\n\nChannel 0: Yes. Let me just waive the response on my end. Hold on.\n\nChannel 1: So\n\nChannel 0: It's still\n\nChannel 1: Yep.\n\nChannel 0: loading and still waiting for approval. Alright. The payment was successful, bill. So what happened was I pay your current invoice manually. I'm not really quite sure why we could we couldn't add your card on your account.\n\nI'll still try log I mean, say I mean, adding the payment on your account. So once your card is successfully added in your account, you'll also receive or you will see a document on your account portal wherein it's like a direct debit agreement. That's when you will know that we were able to add your credit card for your future charges. Okay?\n\nChannel 1: Okay. So you're gonna keep trying to set up the direct debit, are you?\n\nChannel 0: Yes. I can. If you would I mean, we can try again one more time. But if you don't want to add it right now, you are free to add it anytime on your end as well.\n\nChannel 1: Let's do it let's do it now. That's fine. Yeah. I wanna get it done.\n\nChannel 0: Okay. Sure. I'll put you on hold for a minute or two, and I'll get back to you. Okay?\n\nChannel 1: Okay.\n\nChannel 0: So that I just wanna make sure that I'll be able to add it this time. Thank you.\n\nChannel 1: Yeah. Thanks.\n\nChannel 0: Hello, Bill?\n\nChannel 1: Yes.\n\nChannel 0: Yes. I'm sorry. I received the same result, same with earlier, like, the credit card number and the c c CVV or CVC is getting removed whenever I click save,\n\nChannel 1: Right. Okay.\n\nChannel 0: the save button. So you can, go ahead and, get back to your settings. Your to I mean, your card to your normal settings. It's fine. If in any case that you'll receive a notification for I mean, or a document on your account being your card successfully adding to your account, it could be a late response on our system.\n\nI'm sorry for the delay for this bill. But rest assured that your current bill has been paid off, and there is no an outstanding balance for now.\n\nChannel 1: Okay. So my current bill's been paid, but but you're saying there might be a delayed response to setting setting it all up. It might still might still\n\nChannel 0: Added.\n\nChannel 1: be set up. Yeah?\n\nChannel 0: Yes. Yes. So for the meantime, I know your concern I mean, your you also prioritize your account security. You can reset the status of your settings on your bank account or your I mean, your credit card.\n\nChannel 1: Okay. Alright. So I'll I'll do that. But but how does that work? Like, if we set it up as a direct debit with the credit card, and I've got the locks I've got the international locks on it, which I normally do, will the payment still go through every month because the locks are on or or not?\n\nChannel 0: I'm not quite sure about the that settings, Bill. However, we have some customers who also have the same I mean, the credit card added on their account as the as their saved payment method. And, also, the system is actually set up in locally. So there should not be a problem processing the payment monthly if in any case that your card is I mean, will be locked to process internationally because the system is set up in Australia.\n\nChannel 1: Okay. Is there a local number that I can call in Australia to set up direct debit given given the locks that I have on the card?\n\nChannel 0: Sorry. No. Because the that number will be routed as well to us. But, no worries. I'll go ahead and try to communicate with the team to check on there and if they I mean, what could be the problem on this because this is just I think this is the first time that I experienced that was able to process the payment manually.\n\nHowever, I couldn't add the card on your account. Or maybe this I mean, your settings also affects I don't I I'm I I'm also not I mean, I'm also not aware that there is also a settings for left for international charges on your card. That's actually a good security precaution, by the way.\n\nChannel 1: Yeah. Alright. Okay. Well, we'll we'll at least you've paid this account, and then we'll worry about next month in the lead up to next month.\n\nChannel 0: Yeah. I guess so, Bill.\n\nChannel 1: Alright.\n\nChannel 0: But you\n\nChannel 1: Okay.\n\nChannel 0: can always try it on your end if you have time. Whenever you have time, you can try since you're already logged in to your account, the way to add your payment is going on the finance account.\n\nChannel 1: Yeah. Okay. Alright. Well, I'll see how I go with that down the track. Okay.\n\nAlright. Thank you. Are you there?\n\nChannel 0: Yes. I'm here. Well, I'm so sorry to leave you not having adding your account I mean, card on your account.\n\nChannel 1: No. No worries. We'll work it out in time. Okay. Thank you.\n\nChannel 0: Yeah. Thank you so much, Bill, and enjoy the rest of your day. Goodbye\n\nChannel 1: Thanks.\n\nChannel 0: for now.\n\nChannel 1: You too.\n\nChannel 0: Bye bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":1.36,"end":2.6399999,"sentiment":"positive","sentiment_score":0.6538508892059326},{"text":"My name is Mary.","start":2.6399999,"end":3.4399998,"sentiment":"positive","sentiment_score":0.5505470782518387},{"text":"May I have your name, please?","start":3.4399998,"end":4.74,"sentiment":"positive","sentiment_score":0.3558080792427063}],"sentiment":"positive","sentiment_score":0.5070860822995503,"channel":0,"num_words":15,"start":1.36,"end":4.74},{"sentences":[{"text":"Yes.","start":5.3599997,"end":5.68,"sentiment":"neutral","sentiment_score":0.2338558733463287},{"text":"Good day, Mary.","start":5.68,"end":6.5,"sentiment":"positive","sentiment_score":0.45173507928848267},{"text":"Bill's my name.","start":6.56,"end":7.62,"sentiment":"neutral","sentiment_score":0.18675762911637625}],"sentiment":"neutral","sentiment_score":0.3070477140801294,"channel":1,"num_words":7,"start":5.3599997,"end":7.62},{"sentences":[{"text":"I hello?","start":9.76,"end":13.219999,"sentiment":"neutral","sentiment_score":0.054254837334156036},{"text":"I'm sorry.","start":13.28,"end":13.759999,"sentiment":"neutral","sentiment_score":-0.051263708621263504},{"text":"What's","start":13.759999,"end":13.92,"sentiment":"neutral","sentiment_score":-0.01836426742374897}],"sentiment":"neutral","sentiment_score":-0.002476401999592781,"channel":0,"num_words":5,"start":9.76,"end":13.92},{"sentences":[{"text":"Yeah.","start":13.92,"end":14.42,"sentiment":"neutral","sentiment_score":-0.008116223849356174}],"sentiment":"neutral","sentiment_score":-0.008116223849356174,"channel":1,"num_words":1,"start":13.92,"end":14.42},{"sentences":[{"text":"your name again?","start":13.92,"end":14.82,"sentiment":"neutral","sentiment_score":-0.0067868515228231745}],"sentiment":"neutral","sentiment_score":-0.0067868515228231745,"channel":0,"num_words":3,"start":13.92,"end":14.82},{"sentences":[{"text":"Bill.","start":15.405,"end":15.724999,"sentiment":"neutral","sentiment_score":0.020825687795877457},{"text":"Bill.","start":15.724999,"end":16.224998,"sentiment":"neutral","sentiment_score":0.024743136018514633}],"sentiment":"neutral","sentiment_score":0.022784411907196045,"channel":1,"num_words":2,"start":15.405,"end":16.224998},{"sentences":[{"text":"Hello?","start":16.605,"end":17.105,"sentiment":"neutral","sentiment_score":0.03766161948442459},{"text":"Yes, Bill.","start":17.245,"end":18.045,"sentiment":"neutral","sentiment_score":0.1830986812710762},{"text":"How may I help you today?","start":18.045,"end":19.425,"sentiment":"neutral","sentiment_score":0.31645173331101734}],"sentiment":"neutral","sentiment_score":0.25584104243252015,"channel":0,"num_words":9,"start":16.605,"end":19.425},{"sentences":[{"text":"Mary, we're a new customer for to Airtel.","start":20.205,"end":23.665,"sentiment":"neutral","sentiment_score":0.18397440575063229},{"text":"I received the first account via email, and I just wanted to make some changes to it and also set up direct debit and and just","start":24.205,"end":37.8,"sentiment":"neutral","sentiment_score":0.11482374613674787}],"sentiment":"neutral","sentiment_score":0.13109448957530892,"channel":1,"num_words":34,"start":20.205,"end":37.8},{"sentences":[{"text":"Mhmm.","start":37.48,"end":37.98,"sentiment":"neutral","sentiment_score":-0.03871806710958481}],"sentiment":"neutral","sentiment_score":-0.03871806710958481,"channel":0,"num_words":1,"start":37.48,"end":37.98},{"sentences":[{"text":"ask ask some questions about don't know.","start":37.8,"end":40.285,"sentiment":"neutral","sentiment_score":-0.16295966718878066},{"text":"I tried to get into it online, and I can't.","start":40.285,"end":43.344997,"sentiment":"negative","sentiment_score":-0.3823391288518906},{"text":"And so I'm just","start":43.565,"end":44.524998,"sentiment":"neutral","sentiment_score":-0.23788687959313393}],"sentiment":"neutral","sentiment_score":-0.2816979274863288,"channel":1,"num_words":21,"start":37.8,"end":44.524998},{"sentences":[{"text":"Mhmm.","start":44.254997,"end":44.754997,"sentiment":"neutral","sentiment_score":-0.21567723155021667}],"sentiment":"neutral","sentiment_score":-0.21567723155021667,"channel":0,"num_words":1,"start":44.254997,"end":44.754997},{"sentences":[{"text":"having having some problems.","start":44.524998,"end":46.225,"sentiment":"negative","sentiment_score":-0.477914035320282}],"sentiment":"negative","sentiment_score":-0.477914035320282,"channel":1,"num_words":4,"start":44.524998,"end":46.225},{"sentences":[{"text":"No worries.","start":45.855,"end":46.675,"sentiment":"neutral","sentiment_score":-0.019444506615400314}],"sentiment":"neutral","sentiment_score":-0.019444506615400314,"channel":0,"num_words":2,"start":45.855,"end":46.675},{"sentences":[{"text":"Yeah.","start":46.284996,"end":46.784996,"sentiment":"neutral","sentiment_score":0.09232743829488754}],"sentiment":"neutral","sentiment_score":0.09232743829488754,"channel":1,"num_words":1,"start":46.284996,"end":46.784996},{"sentences":[{"text":"No worries.","start":47.375,"end":47.934998,"sentiment":"neutral","sentiment_score":0.17387372255325317},{"text":"I'll be more than happy to check on your account.","start":47.934998,"end":50.095,"sentiment":"positive","sentiment_score":0.47406150996685026},{"text":"Let me pull it up first.","start":50.095,"end":51.774998,"sentiment":"neutral","sentiment_score":0.15623590598503748},{"text":"Hold on.","start":51.774998,"end":52.35,"sentiment":"neutral","sentiment_score":0.07228202000260353}],"sentiment":"neutral","sentiment_score":0.30851710103452207,"channel":0,"num_words":20,"start":47.375,"end":52.35},{"sentences":[{"text":"Sure.","start":52.284996,"end":52.784996,"sentiment":"neutral","sentiment_score":0.11096017807722092},{"text":"Okay.","start":52.844997,"end":53.344997,"sentiment":"neutral","sentiment_score":0.07313822209835052}],"sentiment":"neutral","sentiment_score":0.09204920008778572,"channel":1,"num_words":2,"start":52.284996,"end":53.344997},{"sentences":[{"text":"Could you provide me your last name, please?","start":54.91,"end":57.489998,"sentiment":"neutral","sentiment_score":0.04136690869927406}],"sentiment":"neutral","sentiment_score":0.04136690869927406,"channel":0,"num_words":8,"start":54.91,"end":57.489998},{"sentences":[{"text":"Khrustovsky is my last name with a h, h r I, first three letters.","start":58.36,"end":63.18,"sentiment":"neutral","sentiment_score":0.013596441663269485}],"sentiment":"neutral","sentiment_score":0.013596441663269485,"channel":1,"num_words":14,"start":58.36,"end":63.18},{"sentences":[{"text":"Okay.","start":68.255,"end":68.755,"sentiment":"neutral","sentiment_score":0.03689733147621155},{"text":"Bill Ristovski.","start":69.055,"end":70.035,"sentiment":"neutral","sentiment_score":0.03794243186712265},{"text":"Correct?","start":70.415,"end":70.915,"sentiment":"neutral","sentiment_score":0.04336937144398689}],"sentiment":"neutral","sentiment_score":0.039037891663610935,"channel":0,"num_words":4,"start":68.255,"end":70.915},{"sentences":[{"text":"Yes.","start":71.255,"end":71.575,"sentiment":"neutral","sentiment_score":0.05675390362739563},{"text":"Correct.","start":71.575,"end":71.975,"sentiment":"neutral","sentiment_score":0.1079808473587036},{"text":"Yeah.","start":71.975,"end":72.475,"sentiment":"neutral","sentiment_score":0.19782675802707672}],"sentiment":"neutral","sentiment_score":0.12085383633772533,"channel":1,"num_words":3,"start":71.255,"end":72.475},{"sentences":[{"text":"Thank you so much.","start":72.735,"end":74.275,"sentiment":"positive","sentiment_score":0.616840586066246},{"text":"Just","start":74.495,"end":74.655,"sentiment":"neutral","sentiment_score":0.2223537564277649}],"sentiment":"positive","sentiment_score":0.5379432201385498,"channel":0,"num_words":5,"start":72.735,"end":74.655},{"sentences":[{"text":"Sure.","start":74.534996,"end":75.034996,"sentiment":"neutral","sentiment_score":0.17303672432899475}],"sentiment":"neutral","sentiment_score":0.17303672432899475,"channel":1,"num_words":1,"start":74.534996,"end":75.034996},{"sentences":[{"text":"give me one second.","start":74.655,"end":75.795,"sentiment":"neutral","sentiment_score":0.11666040122509003}],"sentiment":"neutral","sentiment_score":0.11666040122509003,"channel":0,"num_words":4,"start":74.655,"end":75.795},{"sentences":[{"text":"Yep.","start":76.615,"end":77.115,"sentiment":"neutral","sentiment_score":0.07297588139772415}],"sentiment":"neutral","sentiment_score":0.07297588139772415,"channel":1,"num_words":1,"start":76.615,"end":77.115},{"sentences":[{"text":"Yes.","start":78.240005,"end":78.560005,"sentiment":"neutral","sentiment_score":0.04713807255029678},{"text":"I already have your account pulled up, and yet here, there is a recurring, recurring invoice for $77.28.","start":78.560005,"end":85.28,"sentiment":"neutral","sentiment_score":0.01447710446599457},{"text":"So you mentioned you're setting up a payment.","start":85.28,"end":87.36,"sentiment":"neutral","sentiment_score":0.03903804230503738},{"text":"Correct?","start":87.36,"end":87.86,"sentiment":"neutral","sentiment_score":0.0412362664937973}],"sentiment":"neutral","sentiment_score":0.023616662781153406,"channel":0,"num_words":28,"start":78.240005,"end":87.86},{"sentences":[{"text":"I wanted to set up a payment payment, but I also wanted to just correct some information on the account.","start":88.439995,"end":94.86,"sentiment":"neutral","sentiment_score":0.07041229754686355},{"text":"Firstly","start":95.88,"end":96.38,"sentiment":"neutral","sentiment_score":0.05365408584475517}],"sentiment":"neutral","sentiment_score":0.06961428746581078,"channel":1,"num_words":21,"start":88.439995,"end":96.38},{"sentences":[{"text":"Sure.","start":95.975006,"end":96.475006,"sentiment":"neutral","sentiment_score":0.07495854794979095}],"sentiment":"neutral","sentiment_score":0.07495854794979095,"channel":0,"num_words":1,"start":95.975006,"end":96.475006},{"sentences":[{"text":"firstly, the account's just in my name.","start":96.995,"end":99.475,"sentiment":"neutral","sentiment_score":0.04954126530459949},{"text":"Can I put it in my wife's name as well?","start":99.475,"end":101.475,"sentiment":"neutral","sentiment_score":0.04979759640991688},{"text":"So can we have joint joint account names, my name and my wife 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we will be making some changes on your account, could you verify your date of birth, please?","start":113.76,"end":118.5,"sentiment":"neutral","sentiment_score":0.029068642295897007}],"sentiment":"neutral","sentiment_score":0.030658203618306862,"channel":0,"num_words":19,"start":113.44,"end":118.5},{"sentences":[{"text":"Sure.","start":118.83,"end":119.33,"sentiment":"neutral","sentiment_score":0.006151992361992598},{"text":"12/21/1963.","start":119.47,"end":122.85,"sentiment":"neutral","sentiment_score":0.0033904730807989836}],"sentiment":"neutral","sentiment_score":0.004771232721395791,"channel":1,"num_words":2,"start":118.83,"end":122.85},{"sentences":[{"text":"Twenty first.","start":124.705,"end":125.745,"sentiment":"neutral","sentiment_score":0.0002729082480072975},{"text":"Correct?","start":125.745,"end":126.245,"sentiment":"neutral","sentiment_score":0.005122628062963486}],"sentiment":"neutral","sentiment_score":0.0018894815196593602,"channel":0,"num_words":3,"start":124.705,"end":126.245},{"sentences":[{"text":"'21.","start":127.415,"end":128.135,"sentiment":"neutral","sentiment_score":-0.004285820759832859},{"text":"Yeah.","start":128.135,"end":128.455,"sentiment":"neutral","sentiment_score":0.0013655638322234154},{"text":"12/21/1963.","start":128.455,"end":131.755,"sentiment":"neutral","sentiment_score":0.0017780259950086474}],"sentiment":"neutral","sentiment_score":-0.0003807436442002654,"channel":1,"num_words":3,"start":127.415,"end":131.755},{"sentences":[{"text":"1963.","start":131.345,"end":132.705,"sentiment":"neutral","sentiment_score":0.005324877332895994},{"text":"How about your identification number, please?","start":132.705,"end":135.125,"sentiment":"neutral","sentiment_score":-0.023783875939746697}],"sentiment":"neutral","sentiment_score":-0.019625482615083456,"channel":0,"num_words":7,"start":131.345,"end":135.125},{"sentences":[{"text":"Identification number.","start":136.23,"end":137.93,"sentiment":"neutral","sentiment_score":-0.048979250714182854},{"text":"Where where is that?","start":138.23,"end":139.91,"sentiment":"neutral","sentiment_score":-0.17736691236495972},{"text":"Is it on the account, or where is that?","start":139.91,"end":142.25,"sentiment":"neutral","sentiment_score":-0.11278564565711552}],"sentiment":"neutral","sentiment_score":-0.12149979745348295,"channel":1,"num_words":15,"start":136.23,"end":142.25},{"sentences":[{"text":"It's a combination of numbers that can be found on customer's ID percentage during starting the plan, driver's license, passport, whatever ID that we 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notification?","start":1911.795,"end":1912.935,"sentiment":"neutral","sentiment_score":-0.017357300594449045}],"sentiment":"neutral","sentiment_score":0.06734860975008744,"channel":0,"num_words":13,"start":1887.785,"end":1912.935},{"sentences":[{"text":"Let me see.","start":1915.715,"end":1916.695,"sentiment":"neutral","sentiment_score":-0.018617673466602962},{"text":"I got a security alert.","start":1917.75,"end":1923.91,"sentiment":"neutral","sentiment_score":-0.025558532029390336},{"text":"Hang on.","start":1923.91,"end":1924.65,"sentiment":"neutral","sentiment_score":-0.026271146722137928},{"text":"Yeah.","start":1935.435,"end":1935.915,"sentiment":"neutral","sentiment_score":-0.006057139486074448},{"text":"Here we go.","start":1935.915,"end":1936.715,"sentiment":"neutral","sentiment_score":-0.008475240009526411}],"sentiment":"neutral","sentiment_score":-0.019119345250406435,"channel":1,"num_words":14,"start":1915.715,"end":1936.715},{"sentences":[{"text":"Approval 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that.","start":1947.755,"end":1949.055,"sentiment":"neutral","sentiment_score":0.17953144510587057}],"sentiment":"neutral","sentiment_score":0.13870862232787268,"channel":1,"num_words":7,"start":1943.8351,"end":1949.055},{"sentences":[{"text":"Yes.","start":1950.9501,"end":1951.4501,"sentiment":"neutral","sentiment_score":0.10395412892103197},{"text":"Let me just waive the response on my end.","start":1951.51,"end":1956.365,"sentiment":"neutral","sentiment_score":0.019971968399153814},{"text":"Hold on.","start":1956.365,"end":1957.1051,"sentiment":"neutral","sentiment_score":0.0009719645604491225}],"sentiment":"neutral","sentiment_score":0.023803814469526213,"channel":0,"num_words":12,"start":1950.9501,"end":1957.1051},{"sentences":[{"text":"So","start":1957.33,"end":1957.73,"sentiment":"neutral","sentiment_score":0.02235497161746025}],"sentiment":"neutral","sentiment_score":0.02235497161746025,"channel":1,"num_words":1,"start":1957.33,"end":1957.73},{"sentences":[{"text":"It's 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manually.","start":1974.6901,"end":1978.71,"sentiment":"neutral","sentiment_score":0.09821631722152233},{"text":"I'm not really quite sure why we could we couldn't add your card on your account.","start":1980.075,"end":1985.855,"sentiment":"neutral","sentiment_score":-0.27743389643728733}],"sentiment":"neutral","sentiment_score":-0.014030195576579947,"channel":0,"num_words":38,"start":1958.125,"end":1985.855},{"sentences":[{"text":"I'll still try log I mean, say I mean, adding the payment on your account.","start":1986.315,"end":1991.275,"sentiment":"neutral","sentiment_score":-0.02058512419462204},{"text":"So once your card is successfully added in your account, you'll also receive or you will see a document on your account portal wherein it's like a direct debit agreement.","start":1991.275,"end":2003.44,"sentiment":"neutral","sentiment_score":0.23237950826684634},{"text":"That's when you will know that we were able to add your credit card for your future charges.","start":2004.2999,"end":2012.055,"sentiment":"neutral","sentiment_score":0.268804835776488},{"text":"Okay?","start":2012.115,"end":2012.615,"sentiment":"neutral","sentiment_score":0.0535898432135582}],"sentiment":"neutral","sentiment_score":0.18054195737931877,"channel":0,"num_words":64,"start":1986.315,"end":2012.615},{"sentences":[{"text":"Okay.","start":2013.64,"end":2013.96,"sentiment":"neutral","sentiment_score":0.04409858211874962},{"text":"So you're gonna keep trying to set up the direct debit, are you?","start":2013.96,"end":2017.305,"sentiment":"neutral","sentiment_score":0.02726195752620697}],"sentiment":"neutral","sentiment_score":0.028464573568531444,"channel":1,"num_words":14,"start":2013.64,"end":2017.305},{"sentences":[{"text":"Yes.","start":2018.9601,"end":2019.36,"sentiment":"neutral","sentiment_score":0.15595106780529022},{"text":"I can.","start":2019.36,"end":2019.8401,"sentiment":"neutral","sentiment_score":0.16247563064098358},{"text":"If you would I 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you.","start":2037.245,"end":2039.9651,"sentiment":"neutral","sentiment_score":0.13566845282912254},{"text":"Okay?","start":2039.9651,"end":2040.4651,"sentiment":"neutral","sentiment_score":0.12596073746681213}],"sentiment":"neutral","sentiment_score":0.14353158913160624,"channel":0,"num_words":19,"start":2035.5651,"end":2040.4651},{"sentences":[{"text":"Okay.","start":2040.54,"end":2041.04,"sentiment":"neutral","sentiment_score":0.12980294227600098}],"sentiment":"neutral","sentiment_score":0.12980294227600098,"channel":1,"num_words":1,"start":2040.54,"end":2041.04},{"sentences":[{"text":"So that I just wanna make sure that I'll be able to add it this time.","start":2040.925,"end":2046.36,"sentiment":"neutral","sentiment_score":0.22024170774966478},{"text":"Thank you.","start":2046.76,"end":2047.42,"sentiment":"positive","sentiment_score":0.45994558930397034}],"sentiment":"neutral","sentiment_score":0.24687547236680984,"channel":0,"num_words":18,"start":2040.925,"end":2047.42},{"sentences":[{"text":"Yeah.","start":2046.9401,"end":2047.425,"sentiment":"neutral","sentiment_score":0.23930950462818143},{"text":"Thanks.","start":2047.9851,"end":2048.485,"sentiment":"neutral","sentiment_score":0.3192537724971771}],"sentiment":"neutral","sentiment_score":0.2792816385626793,"channel":1,"num_words":2,"start":2046.9401,"end":2048.485},{"sentences":[{"text":"Hello, Bill?","start":2134.43,"end":2135.33,"sentiment":"neutral","sentiment_score":0.09181904420256615}],"sentiment":"neutral","sentiment_score":0.09181904420256615,"channel":0,"num_words":2,"start":2134.43,"end":2135.33},{"sentences":[{"text":"Yes.","start":2135.6301,"end":2135.955,"sentiment":"neutral","sentiment_score":0.09347393363714218}],"sentiment":"neutral","sentiment_score":0.09347393363714218,"channel":1,"num_words":1,"start":2135.6301,"end":2135.955},{"sentences":[{"text":"Yes.","start":2136.99,"end":2137.31,"sentiment":"neutral","sentiment_score":0.06429442018270493},{"text":"I'm sorry.","start":2137.31,"end":2138.11,"sentiment":"neutral","sentiment_score":-0.20341285318136215},{"text":"I received the same result, same with earlier, like, the credit card number and the c c CVV or CVC is getting removed whenever I click save,","start":2138.11,"end":2147.855,"sentiment":"neutral","sentiment_score":-0.20904614748778166}],"sentiment":"neutral","sentiment_score":-0.1995592422783375,"channel":0,"num_words":30,"start":2136.99,"end":2147.855},{"sentences":[{"text":"Right.","start":2149.73,"end":2149.89,"sentiment":"neutral","sentiment_score":-0.06954807043075562},{"text":"Okay.","start":2149.89,"end":2150.39,"sentiment":"neutral","sentiment_score":0.0014270562678575516}],"sentiment":"neutral","sentiment_score":-0.03406050708144903,"channel":1,"num_words":2,"start":2149.73,"end":2150.39},{"sentences":[{"text":"the save button.","start":2149.935,"end":2150.995,"sentiment":"neutral","sentiment_score":-0.012092756728331247},{"text":"So you can, go ahead and, get back to your settings.","start":2151.295,"end":2156.575,"sentiment":"neutral","sentiment_score":0.1020586449991573},{"text":"Your to I mean, your card to your normal settings.","start":2156.575,"end":2158.975,"sentiment":"neutral","sentiment_score":0.1018206775188446},{"text":"It's fine.","start":2158.975,"end":2159.715,"sentiment":"neutral","sentiment_score":0.1905602365732193},{"text":"If in any case that you'll receive a notification for I mean, or a document on your account being your card successfully adding to your account, it could be a late response on our system.","start":2159.88,"end":2171.0198,"sentiment":"neutral","sentiment_score":0.018723240654383386}],"sentiment":"neutral","sentiment_score":0.051491926164656386,"channel":0,"num_words":61,"start":2149.935,"end":2171.0198},{"sentences":[{"text":"I'm sorry for the delay for this bill.","start":2171.5598,"end":2173.2551,"sentiment":"negative","sentiment_score":-0.40893127769231796},{"text":"But rest assured that your current bill has been paid off, and there is no an outstanding balance for now.","start":2173.2551,"end":2179.435,"sentiment":"neutral","sentiment_score":0.018600647151470185}],"sentiment":"neutral","sentiment_score":-0.10355133137532643,"channel":0,"num_words":28,"start":2171.5598,"end":2179.435},{"sentences":[{"text":"Okay.","start":2180.98,"end":2181.3,"sentiment":"neutral","sentiment_score":-0.03423389792442322},{"text":"So my current bill's been paid, but but you're saying there might be a delayed response to setting setting it all up.","start":2181.3,"end":2188.6602,"sentiment":"neutral","sentiment_score":-0.13881329497830433},{"text":"It might still might still","start":2188.6602,"end":2191.1052,"sentiment":"neutral","sentiment_score":-0.1191188782453537}],"sentiment":"neutral","sentiment_score":-0.13156145638121025,"channel":1,"num_words":28,"start":2180.98,"end":2191.1052},{"sentences":[{"text":"Added.","start":2191.09,"end":2191.59,"sentiment":"neutral","sentiment_score":-0.05854231119155884}],"sentiment":"neutral","sentiment_score":-0.05854231119155884,"channel":0,"num_words":1,"start":2191.09,"end":2191.59},{"sentences":[{"text":"be set up.","start":2191.1052,"end":2192.0051,"sentiment":"neutral","sentiment_score":-0.046551154305537544},{"text":"Yeah?","start":2192.225,"end":2192.725,"sentiment":"neutral","sentiment_score":-0.0049498435109853745}],"sentiment":"neutral","sentiment_score":-0.0361508266068995,"channel":1,"num_words":4,"start":2191.1052,"end":2192.725},{"sentences":[{"text":"Yes.","start":2192.53,"end":2193.03,"sentiment":"neutral","sentiment_score":0.028005799278616905},{"text":"Yes.","start":2193.57,"end":2194.07,"sentiment":"neutral","sentiment_score":-0.054648008197546005},{"text":"So for the meantime, I know your concern I mean, your you also prioritize your account security.","start":2194.61,"end":2201.4302,"sentiment":"neutral","sentiment_score":-0.06567856713252909},{"text":"You can reset the status of your settings on your bank account or your I mean, your credit card.","start":2201.7249,"end":2207.905,"sentiment":"neutral","sentiment_score":-0.02791322267761356}],"sentiment":"neutral","sentiment_score":-0.04404023897491003,"channel":0,"num_words":38,"start":2192.53,"end":2207.905},{"sentences":[{"text":"Okay.","start":2208.6902,"end":2209.1902,"sentiment":"neutral","sentiment_score":0.12452780455350876},{"text":"Alright.","start":2209.25,"end":2209.7302,"sentiment":"neutral","sentiment_score":0.20462626218795776},{"text":"So I'll I'll do that.","start":2209.7302,"end":2211.4102,"sentiment":"neutral","sentiment_score":0.23026124238967896},{"text":"But but how does that work?","start":2211.4102,"end":2213.49,"sentiment":"neutral","sentiment_score":0.1163190131386121},{"text":"Like, if we set it up as a direct debit with the credit card, and I've got the locks I've got the international locks on it, which I normally do, will the payment still go through every month because the locks are on or or not?","start":2213.49,"end":2228.6948,"sentiment":"neutral","sentiment_score":0.1121746355910664}],"sentiment":"neutral","sentiment_score":0.12437978974085744,"channel":1,"num_words":59,"start":2208.6902,"end":2228.6948},{"sentences":[{"text":"I'm not quite sure about the that settings, Bill.","start":2231.2048,"end":2234.565,"sentiment":"neutral","sentiment_score":-0.09688504536946614},{"text":"However, we have some customers who also have the same I mean, the credit card added on their account as the as their saved payment method.","start":2234.565,"end":2243.3398,"sentiment":"neutral","sentiment_score":0.21267808973789215},{"text":"And, also, the system is actually set up in locally.","start":2243.3398,"end":2248.4,"sentiment":"positive","sentiment_score":0.37887705862522125},{"text":"So there should not be a problem processing the payment monthly if in any case that your card is I mean, will be locked to process internationally because the system is set up in Australia.","start":2249.3398,"end":2265.065,"sentiment":"neutral","sentiment_score":0.20228841922112872}],"sentiment":"neutral","sentiment_score":0.1940816272981465,"channel":0,"num_words":80,"start":2231.2048,"end":2265.065},{"sentences":[{"text":"Okay.","start":2266.45,"end":2266.93,"sentiment":"neutral","sentiment_score":0.1323270946741104},{"text":"Is there a local number that I can call in Australia to set up direct debit given given the locks that I have on the card?","start":2266.93,"end":2274.79,"sentiment":"neutral","sentiment_score":0.12359252915932582}],"sentiment":"neutral","sentiment_score":0.12391603158579932,"channel":1,"num_words":27,"start":2266.45,"end":2274.79},{"sentences":[{"text":"Sorry.","start":2279.18,"end":2279.66,"sentiment":"neutral","sentiment_score":0.00307355634868145},{"text":"No.","start":2279.66,"end":2279.82,"sentiment":"neutral","sentiment_score":0.003975462168455124},{"text":"Because the that number will be routed as well to us.","start":2279.82,"end":2282.955,"sentiment":"neutral","sentiment_score":0.04727970063686371},{"text":"But, no worries.","start":2283.595,"end":2285.355,"sentiment":"neutral","sentiment_score":0.1082882210612297},{"text":"I'll go ahead and try to communicate with the team to check on there and if they I mean, what could be the problem on this because this is just I think this is the first time that I experienced that was able to process the payment manually.","start":2285.355,"end":2298.12,"sentiment":"neutral","sentiment_score":-0.0110570111622413}],"sentiment":"neutral","sentiment_score":0.005019591451855376,"channel":0,"num_words":64,"start":2279.18,"end":2298.12},{"sentences":[{"text":"However, I couldn't add the card on your account.","start":2298.12,"end":2300.12,"sentiment":"neutral","sentiment_score":-0.2110331878066063},{"text":"Or maybe this I mean, your settings also affects I don't I I'm I I'm also not I mean, I'm also not aware that there is also a settings for left for international charges on your card.","start":2300.12,"end":2314.7249,"sentiment":"neutral","sentiment_score":-0.14960342303321167},{"text":"That's actually a good security precaution, by the way.","start":2314.7249,"end":2319.865,"sentiment":"neutral","sentiment_score":0.20386912922064462}],"sentiment":"neutral","sentiment_score":-0.10181460326368158,"channel":0,"num_words":55,"start":2298.12,"end":2319.865},{"sentences":[{"text":"Yeah.","start":2320.29,"end":2320.79,"sentiment":"neutral","sentiment_score":0.039767052978277206},{"text":"Alright.","start":2322.93,"end":2323.43,"sentiment":"neutral","sentiment_score":0.07801520079374313},{"text":"Okay.","start":2323.65,"end":2324.15,"sentiment":"neutral","sentiment_score":0.09673885256052016},{"text":"Well, we'll we'll at least you've paid this account, and then we'll worry about next month in the lead up to next month.","start":2324.3699,"end":2331.83,"sentiment":"neutral","sentiment_score":0.07335148946098659}],"sentiment":"neutral","sentiment_score":0.07313866784366277,"channel":1,"num_words":26,"start":2320.29,"end":2331.83},{"sentences":[{"text":"Yeah.","start":2332.5,"end":2333.0,"sentiment":"neutral","sentiment_score":0.08967793732881546},{"text":"I guess so, Bill.","start":2334.0999,"end":2335.32,"sentiment":"neutral","sentiment_score":0.08911582455039024}],"sentiment":"neutral","sentiment_score":0.08922824710607528,"channel":0,"num_words":5,"start":2332.5,"end":2335.32},{"sentences":[{"text":"Alright.","start":2336.615,"end":2337.115,"sentiment":"neutral","sentiment_score":0.16250662505626678}],"sentiment":"neutral","sentiment_score":0.16250662505626678,"channel":1,"num_words":1,"start":2336.615,"end":2337.115},{"sentences":[{"text":"But you","start":2336.835,"end":2337.315,"sentiment":"neutral","sentiment_score":0.13151878863573074}],"sentiment":"neutral","sentiment_score":0.13151878863573074,"channel":0,"num_words":2,"start":2336.835,"end":2337.315},{"sentences":[{"text":"Okay.","start":2337.175,"end":2337.675,"sentiment":"neutral","sentiment_score":0.17517399787902832}],"sentiment":"neutral","sentiment_score":0.17517399787902832,"channel":1,"num_words":1,"start":2337.175,"end":2337.675},{"sentences":[{"text":"can always try it on your end if you have time.","start":2337.315,"end":2341.555,"sentiment":"neutral","sentiment_score":0.180190771818161},{"text":"Whenever you have time, you can try since you're already logged in to your account, the way to add your payment is going on the finance account.","start":2341.555,"end":2352.16,"sentiment":"neutral","sentiment_score":0.17104047040144602}],"sentiment":"neutral","sentiment_score":0.1736892418641793,"channel":0,"num_words":38,"start":2337.315,"end":2352.16},{"sentences":[{"text":"Yeah.","start":2356.69,"end":2357.01,"sentiment":"neutral","sentiment_score":0.08061066269874573},{"text":"Okay.","start":2357.01,"end":2357.51,"sentiment":"neutral","sentiment_score":0.0491752102971077},{"text":"Alright.","start":2357.73,"end":2358.13,"sentiment":"neutral","sentiment_score":0.23046931624412537},{"text":"Well, I'll see how I go with that down the track.","start":2358.13,"end":2360.7898,"sentiment":"neutral","sentiment_score":0.22223698686469684},{"text":"Okay.","start":2360.8499,"end":2361.3499,"sentiment":"neutral","sentiment_score":0.2093302309513092}],"sentiment":"neutral","sentiment_score":0.20094615171353022,"channel":1,"num_words":15,"start":2356.69,"end":2361.3499},{"sentences":[{"text":"Alright.","start":2365.055,"end":2365.555,"sentiment":"neutral","sentiment_score":0.31144291162490845},{"text":"Thank you.","start":2365.775,"end":2366.595,"sentiment":"positive","sentiment_score":0.6040355861186981},{"text":"Are you there?","start":2368.655,"end":2369.555,"sentiment":"neutral","sentiment_score":0.27008508642514545}],"sentiment":"positive","sentiment_score":0.38829489052295685,"channel":1,"num_words":6,"start":2365.055,"end":2369.555},{"sentences":[{"text":"Yes.","start":2370.395,"end":2370.635,"sentiment":"neutral","sentiment_score":0.20522786676883695},{"text":"I'm here.","start":2370.635,"end":2371.195,"sentiment":"neutral","sentiment_score":0.18452323973178864},{"text":"Well, I'm so sorry to leave you not having adding your account I mean, card on your account.","start":2371.195,"end":2377.89,"sentiment":"neutral","sentiment_score":-0.22862667072978285}],"sentiment":"neutral","sentiment_score":-0.16861932032874652,"channel":0,"num_words":21,"start":2370.395,"end":2377.89},{"sentences":[{"text":"No.","start":2379.1501,"end":2379.31,"sentiment":"neutral","sentiment_score":-0.01287352293729782},{"text":"No worries.","start":2379.31,"end":2379.79,"sentiment":"neutral","sentiment_score":0.07995525375008583},{"text":"We'll work it out in time.","start":2379.79,"end":2382.05,"sentiment":"neutral","sentiment_score":0.16791275391976038},{"text":"Okay.","start":2382.27,"end":2382.77,"sentiment":"neutral","sentiment_score":0.3060365915298462},{"text":"Thank you.","start":2382.83,"end":2383.57,"sentiment":"positive","sentiment_score":0.6437472403049469}],"sentiment":"neutral","sentiment_score":0.22900371501843134,"channel":1,"num_words":12,"start":2379.1501,"end":2383.57},{"sentences":[{"text":"Yeah.","start":2383.65,"end":2383.97,"sentiment":"positive","sentiment_score":0.4953315258026123},{"text":"Thank you so much, Bill, and enjoy the rest of your day.","start":2383.97,"end":2386.2898,"sentiment":"positive","sentiment_score":0.7906342148780823},{"text":"Goodbye","start":2386.2898,"end":2386.6099,"sentiment":"neutral","sentiment_score":0.28852248191833496}],"sentiment":"positive","sentiment_score":0.7336760418755668,"channel":0,"num_words":14,"start":2383.65,"end":2386.6099},{"sentences":[{"text":"Thanks.","start":2386.51,"end":2387.01,"sentiment":"positive","sentiment_score":0.5157390832901001}],"sentiment":"positive","sentiment_score":0.5157390832901001,"channel":1,"num_words":1,"start":2386.51,"end":2387.01},{"sentences":[{"text":"for now.","start":2386.6099,"end":2387.241,"sentiment":"neutral","sentiment_score":0.2983058765530586}],"sentiment":"neutral","sentiment_score":0.2983058765530586,"channel":0,"num_words":2,"start":2386.6099,"end":2387.241},{"sentences":[{"text":"You too.","start":2387.191,"end":2387.931,"sentiment":"neutral","sentiment_score":0.3129417449235916}],"sentiment":"neutral","sentiment_score":0.3129417449235916,"channel":1,"num_words":2,"start":2387.191,"end":2387.931},{"sentences":[{"text":"Bye bye.","start":2391.001,"end":2391.661,"sentiment":"neutral","sentiment_score":0.16689826548099518}],"sentiment":"neutral","sentiment_score":0.16689826548099518,"channel":0,"num_words":2,"start":2391.001,"end":2391.661},{"sentences":[{"text":"Bye.","start":2391.831,"end":2392.331,"sentiment":"neutral","sentiment_score":-0.12279431521892548}],"sentiment":"neutral","sentiment_score":-0.12279431521892548,"channel":1,"num_words":1,"start":2391.831,"end":2392.331}]},"summary":{"result":"success","short":"In a call with Airtel, a customer named Bill updates his account with representative Mary, verifying his personal information and updating his wife's name and address. The representative explains that direct debit will be charged for the current invoice and provides information about a pensioner concession card. The customer is also instructed to reset their login credentials and add a credit card to their account. The agent provides guidance on how to reset their bank account password and login information, and reminds the customer to use the finance account option."},"intents":{"segments":[{"text":"Can you provide your wife's name?","start_word":715,"end_word":720,"intents":[{"intent":"Provide wife's name","confidence_score":0.09815876},{"intent":"Add wife's name","confidence_score":0.74332887},{"intent":"Add wife's name","confidence_score":0.12437613},{"intent":"Add wife's name","confidence_score":0.049903855}]},{"text":"It will be better if you will spell out for me phonetically just to make sure I'll be getting the correct spelling as well. Sure.","start_word":721,"end_word":745,"intents":[{"intent":"Confirm spelling","confidence_score":0.1482405}]},{"text":"Now the second change I'd like to make is with the address, it's not quite a 100% correct. So I wanted to make it a 100% correct. That So will be helpful.","start_word":927,"end_word":958,"intents":[{"intent":"Correct address","confidence_score":0.16134945}]},{"text":"So now if we set up a direct debit now, will that Mhmm. will that will that pay the outstanding amount of $77.28, or does it kick in next month, the direct debit?","start_word":1417,"end_word":1449,"intents":[{"intent":"Set up direct debit","confidence_score":0.08471271}]},{"text":"We can process the payment today for your current invoice for September as you might be charged for the late or late fees. And then once it's set up on your account, that will be automatically debited from your credit card if we we're gonna save it for direct debit. Every month. Okay.","start_word":1450,"end_word":1502,"intents":[{"intent":"Process payment","confidence_score":0.2866424}]},{"text":"Could you provide me your card number, please? Sure.","start_word":1592,"end_word":1600,"intents":[{"intent":"Provide card information","confidence_score":0.17822969}]},{"text":"and then we'll go ahead and process your current invoice. Yep.","start_word":1710,"end_word":1720,"intents":[{"intent":"Process invoice","confidence_score":0.4000187}]},{"text":"It says invalid card number. Once again, I have 5523508200420742. Correct?","start_word":1721,"end_word":1731,"intents":[{"intent":"Obtain card details","confidence_score":0.0010787111}]},{"text":"It says invalid card number. Once again, I have 5523508200420742. Correct? Hang on.","start_word":1721,"end_word":1733,"intents":[{"intent":"Identify card","confidence_score":0.00014918663}]},{"text":"If you hang on a minute, I'll I'll get into settings. I'll unlock the the payment, and then I'll once you process it, I'll put the lock back on. Is that okay?","start_word":1874,"end_word":1905,"intents":[{"intent":"Unlock payment","confidence_score":0.055592183}]},{"text":"I've removed one of the locks. Did you wanna try that again, please? Sure.","start_word":1992,"end_word":2005,"intents":[{"intent":"Remove lock","confidence_score":0.5195376},{"intent":"Remove lock","confidence_score":0.6607653}]},{"text":"It's still the same, but let me try other let me try to process your invoice if we could do it successfully, Holden, rather than adding the card first. Okay.","start_word":2021,"end_word":2050,"intents":[{"intent":"Process invoice","confidence_score":0.74646086}]},{"text":"If I may ask if have you tried adding it on your end by logging in on your customer portal?","start_word":2218,"end_word":2237,"intents":[{"intent":"Log in","confidence_score":0.5355428}]},{"text":"It it asked me for what did it ask The me? password?","start_word":2257,"end_word":2268,"intents":[{"intent":"Request password","confidence_score":0.023851633}]},{"text":"I'll try to give you a login and then a password as well so that you can log in to your account. As long as you haven't changed your password yet or your login credentials, we could sign in or log in onto this account.","start_word":2313,"end_word":2357,"intents":[{"intent":"Log in to account","confidence_score":0.104115576}]},{"text":"On your login page, please type in this combination of number numbers in the login.","start_word":2358,"end_word":2372,"intents":[{"intent":"Access login page","confidence_score":0.06735246}]},{"text":"I'm on your home page login, and it asked me for the mobile numbers. How do I put my mobile number in, do I? No.","start_word":2559,"end_word":2583,"intents":[{"intent":"Enter mobile number","confidence_score":0.32078737}]},{"text":"So next time I'm not gonna remember any of this. How can I reset, you know, the password and the login for next time? Hold hold on.","start_word":2834,"end_word":2860,"intents":[{"intent":"Reset password","confidence_score":0.16080408}]},{"text":"So I sign in password. now. Okay.","start_word":2956,"end_word":2962,"intents":[{"intent":"Sign in","confidence_score":0.07669173}]},{"text":"I can't see payment credentials. It's under finance option. When you click finance, a subcategory below it show us a document, payRx payment credentials, and b pay CRN. So you just have to choose the pay payRx payment credentials. Did you see it?","start_word":2999,"end_word":3041,"intents":[{"intent":"Make payment","confidence_score":0.011861225}]},{"text":"I can just see the amount that I'm owing. I can see recurring invoice.","start_word":3043,"end_word":3056,"intents":[{"intent":"Check balance","confidence_score":0.038528305}]},{"text":"We'll send you a, like, a verification or one time code sent to your device. Can you confirm which I mean, the last three digits of your phone number?","start_word":3185,"end_word":3213,"intents":[{"intent":"Verify phone number","confidence_score":0.005161838}]},{"text":"I'll approve that. Yes. Okay.","start_word":3250,"end_word":3254,"intents":[{"intent":"Approve approval","confidence_score":0.17379533},{"intent":"Approve approval","confidence_score":0.42444915}]},{"text":"Let me just waive the response on my end. Hold on.","start_word":3262,"end_word":3272,"intents":[{"intent":"Waive response","confidence_score":0.061775874}]},{"text":"I'm not really quite sure why we could we couldn't add your card on your account.","start_word":3299,"end_word":3314,"intents":[{"intent":"Add credit card to account","confidence_score":0.17842786}]},{"text":"So you're gonna keep trying to set up the direct debit, are you? Yes. I can.","start_word":3380,"end_word":3395,"intents":[{"intent":"Set up direct debit","confidence_score":0.10720922}]},{"text":"So I'll I'll do that. But but how does that work? Like, if we set it up as a direct debit with the credit card, and I've got the locks I've got the international locks on it, which I normally do, will the payment still go through every month because the locks are on or or not?","start_word":3682,"end_word":3738,"intents":[{"intent":"Request information on setup process","confidence_score":0.0000066964217}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary. May I have your name, please?","start_word":0,"end_word":14,"sentiment":"positive","sentiment_score":0.5010035634040833},{"text":"Yes.","start_word":15,"end_word":15,"sentiment":"neutral","sentiment_score":0.2338558733463287},{"text":"Good day, Mary.","start_word":16,"end_word":18,"sentiment":"positive","sentiment_score":0.4453819692134857},{"text":"Bill's my name. I hello? I'm sorry. What's your Yeah. name again? Bill. Bill. Hello? Yes, Bill. How may I help you today? Mary, we're a new customer for to Airtel. I received the first account via email, and I just wanted to make some changes to it and also set up direct debit and and Mhmm. just ask ask some questions about don't know.","start_word":19,"end_word":83,"sentiment":"neutral","sentiment_score":0.0810961201786995},{"text":"I tried to get into it online, and I can't.","start_word":84,"end_word":93,"sentiment":"negative","sentiment_score":-0.38422444462776184},{"text":"And so I'm just Mhmm.","start_word":94,"end_word":98,"sentiment":"neutral","sentiment_score":-0.23484788835048676},{"text":"having having some problems.","start_word":99,"end_word":102,"sentiment":"negative","sentiment_score":-0.465166300535202},{"text":"No worries. Yeah. No worries.","start_word":103,"end_word":107,"sentiment":"neutral","sentiment_score":0.08431664109230042},{"text":"I'll be more than happy to check on your account.","start_word":108,"end_word":117,"sentiment":"positive","sentiment_score":0.4575161039829254},{"text":"Let me pull it up first. Hold on. Sure. Okay. Could you provide me your last name, please? Khrustovsky is my last name with a h, h r I, first three letters. Okay. Bill Ristovski. Correct? Yes. Correct. Yeah.","start_word":118,"end_word":156,"sentiment":"neutral","sentiment_score":0.05475868284702301},{"text":"Thank you so much.","start_word":157,"end_word":160,"sentiment":"positive","sentiment_score":0.6132073998451233},{"text":"Just Sure. give me one second. Yep. Yes. I already have your account pulled up, and yet here, there is a recurring, recurring invoice for $77.28. So you mentioned you're setting up a payment. Correct? I wanted to set up a payment payment, but I also wanted to just correct some information on the account. Firstly Sure. firstly, the account's just in my name. Can I put it in my wife's name as well? So can we have joint joint account names, my name and my wife together? So you mean you wanna add your wife's name under Yes. your same account? Yes, Sure. please. Yeah. Sure. Since we will be making some changes on your account, could you verify your date of birth, please? Sure. 12/21/1963. Twenty first. Correct? '21. Yeah. 12/21/1963. 1963. How about your identification number, please? Identification number. Where where is that? Is it on the account, or where is that? It's a combination of numbers that can be found on customer's ID percentage during starting the plan, driver's license, passport, whatever ID that we have. We can we can check it. Do you want my driver's license number? We can check if that will match what's what was submitted on our Alright. So what well, okay. So what so what what system. can I provide? Driver's license? What else? Just the number on the ID. Yeah. What what do you mean? The what number on the ID? The number on the driver's license, or or is it a Yes. different form of ID? Yeah. Yeah. This is just the number on the driver's license. Right. So is that the only form of ID that I can provide, or are they other forms? Sorry? Is the driver's license the only form of ID I can provide, or is there a different form of ID in addition to the driver's license? If in any case that will not match of what we have here in the system, we can try some other ID that you have in your possession right now. Okay. So what can we try? We can try driver's license. What else can we Yeah. It's a password, but we can try driver's license first. try? Driver's license. Just so I know what to get. That's all. Yeah. Just the Alright. the number. Alright. Well, if you hang on a minute, I'll get my wallet, and I'll get the driver's license out of my Thank wallet.","start_word":161,"end_word":571,"sentiment":"neutral","sentiment_score":0.015000207512809413},{"text":"you for thank you so much, Bill.","start_word":572,"end_word":578,"sentiment":"positive","sentiment_score":0.5192446112632751},{"text":"This That's is also alright. for your account security since we'll be making changes on your account. Yeah. No. That's fine. I I just wanted to know what else I could provide in case I had something handy so I didn't have to go and get it, but that's okay. Alright. Here's the license from fresh from the wallet. 032164495.","start_word":579,"end_word":638,"sentiment":"neutral","sentiment_score":0.14754091203212738},{"text":"Thank you so much. And that matched of what we have here in our system. Now I'll be more than happy to update first your account, adding your wife's name, and then moving forward to making a payment and setting up your payments on your account.","start_word":639,"end_word":684,"sentiment":"positive","sentiment_score":0.5931658744812012},{"text":"Okay? Yeah. Sure. I just yeah. Well, let's do my wife first, then I'll just wanted to do a couple of other things as well first before paying. Yeah. Sure. Can you provide your wife's name? It will be better if you will spell out for me phonetically just to make sure I'll be getting the correct spelling as well. Sure. Okay. So her first name is Christine with with a Mhmm. c with a c. So c h r I s t I n e, Christine. Mhmm. Now my wife's surname is hyphenated. So the first part of her surname is Casm, which is spelled c a, s s, I m. Mhmm. So Kasim and then the the hyphen, you know, the dash, and then my surname, Khrustovsky, just like it appears on the account. So Christine Kasim Khrustovsky.","start_word":685,"end_word":824,"sentiment":"neutral","sentiment_score":0.05840396508574486},{"text":"Thank you so much.","start_word":825,"end_word":828,"sentiment":"positive","sentiment_score":0.6572203636169434},{"text":"I have Chris I have Christine c and then Cassie. That's c for Charlie, a for alpha, s for Sierra, s for Sierra, I for India, m for Mary, then the hyphen, and then your Yes. last name, Ratowski. Correct? Yes. Correct. Yep. And Christine has no active account with Airtel under her name. Correct? I just have to add this. Yeah. No. She None. doesn't. No. No. First time. Okay. Yeah. Sure. I've already added Christine's name on your account. This is going to be your name and Christine's name under your account. Oh, good.","start_word":829,"end_word":924,"sentiment":"neutral","sentiment_score":0.034545909613370895},{"text":"That's great.","start_word":925,"end_word":926,"sentiment":"positive","sentiment_score":0.4620448648929596},{"text":"Now the second change I'd like to make is with the address, it's not quite a 100% correct. So I wanted to make it a 100% correct. That So will be helpful. yeah. Okay. So where where it says Unit 107, where it says U, U 107, Mhmm. U U referring to unit. It's not a unit. We live in an apartment. So can you to apartment? Okay. Alright. Apartment 107? Apartment 107. Yep. Now where it says 27 Circles Road, Mhmm. it's it's actually a a double block. So it's 27 and then a little dash, and then it's 20 Okay. 9. So it should be 27 to 29. So 27 Dash 29 Circles Road, Templestowe. Okay. I have Apartment 10727 Yep. to 29 Cerbos Road. Correct. Yep. Have you got Thank a rooster you so in the much. background? I'm Is so he sorry is he for the that. what's that in the what's that crow croaking in the background? Is that a rooster or something? Yeah. You're correct. I'm so sorry for You that. got a rooster? I've never heard a rooster on the phone before. That's alright. Okay. They're so funny. I'm so They're sorry funny. for that, though. That's alright. Okay. So now now is it possible for me to receive instead of receiving the account every month via email, can I get it in the post? Can I get a a hard copy in the post? Mhmm. Oh, I'm so sorry. But we normally send the invoice through digital, so it will be sent to your email. So it's not not possible to have a a hard copy in the post. Yes. Do you need it to be delivered to you, or you just have to be to have a hard copy? Because we Hello? Are you there? yeah. Yeah. Sorry. You just cut out. I didn't hear you. So what sorry. What did you say? Sorry. I mean, is the reason why do you need the physical copy or the hard copy? Because invoices will and payment or receipt will be sent to you the primary email associated in your account. Yeah. It's Is not gonna it pop be mailed. yeah. So so do you offer that service? Do you offer the the post? Do you offer a copy copy of the account by post or not? No, Bill.","start_word":927,"end_word":1322,"sentiment":"neutral","sentiment_score":-0.042069908814749334},{"text":"I'm sorry for that.","start_word":1323,"end_word":1326,"sentiment":"negative","sentiment_score":-0.3725960850715637},{"text":"You don't? Okay. Yeah. Alright. Oh, That's so I guess this no. is for That paperless. You know? yeah. That's fine. I mean, every every company is different. So if you don't ask, you don't know. Okay. Is is there a discount for a pensioner concession card? There is not as well, Bill. What we offer is, I mean, the promotion or discount on the website for our new customers. Okay. But there's no pensioner concession discount monthly discount? Yes. That's correct. No. There isn't. Okay. Alright. Mhmm. Okay. Alright. So now if we set up a direct debit now, will that Mhmm. will that will that pay the outstanding amount of $77.28, or does it kick in next month, the direct debit? We can process the payment today for your current invoice for September as you might be charged for the late or late fees. And then once it's set up on your account, that will be automatically debited from your credit card if we we're gonna save it for direct debit. Every month. Okay. Alright. Mhmm. Okay. So is there a fee for direct debit with credit card? No. There's none. It's gonna be your that's the exact the exact amount that you owe or to pay with the current invoice. No. Yeah. Okay. Alright. Well, let let's let's pay the amount outstanding and set up direct debit for every month after that. Yeah. Please. Mhmm. Oh, sure. Okay. Let me just go ahead here. Is it is it going to be your bank account or your credit card? Credit Okay. Uh-huh. card. Could you provide me your card number, please? Sure. 5523 Mhmm. 5082, Alright. Okay. 00420742. Thank you so much. Just give me one second. Sure. I have 5523508200420742. Correct? The first four digits are 5523. Did you say that? 5523? Yes. Yes. Yeah. 5 Okay. 523. Thank Yes.","start_word":1327,"end_word":1639,"sentiment":"neutral","sentiment_score":0.012000171057046791},{"text":"you so much.","start_word":1640,"end_word":1642,"sentiment":"positive","sentiment_score":0.4212425947189331},{"text":"Yep. How about the name appearing on the card, please? It it's in my name, so it's Bill Kristofsky.","start_word":1643,"end_word":1661,"sentiment":"neutral","sentiment_score":0.07247162022088703},{"text":"You so much.","start_word":1662,"end_word":1664,"sentiment":"positive","sentiment_score":0.589606761932373},{"text":"Just give me one second. Sure. The expiration date, please? 10/27. So tenth month, twenty seventh Mhmm. year. 10/27. Yeah. Perfect. How about the CVV or the CVV? Yeah. It's 277.","start_word":1665,"end_word":1695,"sentiment":"neutral","sentiment_score":0.0799553319811821},{"text":"Thank you so much. Let me save and allow this for future charges, Sure.","start_word":1696,"end_word":1709,"sentiment":"positive","sentiment_score":0.5168967843055725},{"text":"and then we'll go ahead and process your current invoice. Yep. It says invalid card number. Once again, I have 5523508200420742. Correct? Hang on. Now I'll get the card out. I'll just double check because I gave it to you by memory. I remember it, but sometimes you make mistakes. Double yeah. 5523508200420742. Is Thank that you. what you have? How yes. How about the CVV? The CVC is 277. And for the expiration date, it's tenth of twenty twenty seven. 10/2027. Well, on the card, it says just 1027. It doesn't say 102027. It just says 1027. Okay.","start_word":1710,"end_word":1808,"sentiment":"neutral","sentiment_score":0.006665587425231934},{"text":"Thank you so much.","start_word":1809,"end_word":1812,"sentiment":"positive","sentiment_score":0.3848294615745544},{"text":"Sure. Okay. I have the same result. Do you have other card, Bill? No. That's the only credit card I've got. What does it say? Does it say invalid, did you say? Yes. Are you overseas, or are you here? No. I'm working overseas. That's that's probably why. Because I've I've locked I've got overseas payments locked on the card. Alright? If you hang on a minute, I'll I'll get into settings. I'll unlock the the payment, and then I'll once you process it, I'll put the lock back on. Is that okay? Oh, oh, sure. Sure. Sure. No worries. Yeah. What where what country are you in? Where are you? You're from The Philippines. You're in The Philippines. Okay. So that's a Philippine Yeah. roost that's a Philippine rooster in the background. You're definitely correct, Bill. Alright. Hang on a ticker. I'll just get into settings, and I'll take that lock off. That's probably why it's it says it's invalid because it the lock's on for overseas. Alright. Won't be a minute. No worries. I'll stay in. Okay. I've removed one of the locks. Did you wanna try that again, please? Sure. Let me just try to Yep. save it. Hold on one second. Yep. I'm sorry. It's still the same, but let me try other let me try to process your invoice if we could do it successfully, Holden, rather than adding the card first. Okay. Holden. So that we can see what could be the problem with the cardholder. I'll be putting you I mean, I'll be putting myself on mute. Okay? But I'm I'm working on my end. Okay? Yep. Sure.","start_word":1813,"end_word":2087,"sentiment":"neutral","sentiment_score":-0.03364428371191025},{"text":"Thank you. Thanks.","start_word":2088,"end_word":2090,"sentiment":"positive","sentiment_score":0.5538849234580994},{"text":"I received the same error, and it did. I mean, there's no error on my end. It's just that whenever I try to proceed, the card number will be removed and then you'll receive this. Alright. Okay. There's there's one more lock I can take off that relates to international payments. Let me let me take Sure. that one off as well and then see if that makes Thank a difference. you. Alright. Tap.","start_word":2091,"end_word":2164,"sentiment":"neutral","sentiment_score":0.05516383796930313},{"text":"Thank you so much for that bill.","start_word":2165,"end_word":2171,"sentiment":"positive","sentiment_score":0.650542140007019},{"text":"Okay. Let's try that. If this doesn't work, I don't know what we're gonna do next. Try try this. Yeah. Yes. Hold on. Sure. Let me try it again. Hold on. Mhmm. If alright. I I I tried again. However, it gave me the same screen. If I may ask if have you tried adding it on your end by logging in on your customer portal? I tried to get into the customer portal, and I I I couldn't get in. I I don't know. It it asked me for what did it ask The me? password? It asked me. Well, it asked me for something else first.","start_word":2172,"end_word":2279,"sentiment":"neutral","sentiment_score":-0.13988274335861206},{"text":"I forget what it asked me, but I didn't I I put in an email address, and that that didn't send to work. So I didn't know what else to put in.","start_word":2280,"end_word":2311,"sentiment":"negative","sentiment_score":-0.4023004472255707},{"text":"Okay. I'll try to give you a login and then a password as well so that you can log in to your account. As long as you haven't changed your password yet or your login credentials, we could sign in or log in onto this account. On your login page, please type in this combination of number numbers in the login. Let me know whenever Hang you're on. ready. Hang on. I just gotta put you on speaker. Hang on. I Sure. I don't remember I don't remember setting up, you know, setting The up, password? yeah, an account. So Mhmm. I I don't know. Have I set up an account? Can you see that at your end? Once you have a plan with us or started as a customer, you will be given credentials to log in to our customer portal. Okay. But but have I I don't think because I haven't logged in before. Am I set up or not? No. Not yet. Oh. It means that you haven't changed your password yet. So if we are to use these credentials, we should be able to log in to your account. Alright. Well so what do you want me to do? Go to to log in. Go to the account and go to log in. Is that what I do? It's airtel.net.au. And then Here are we you go. on are Here you we on go. our It's home done. page? My account? Yes. Yeah. I'm on your home page login, and it asked me for the mobile numbers. How do I put my mobile number in, do I? No. Can you please go to the, blank I mean, login page where you are to enter your login and then your password? Okay. Code. So which one's that? So on your login let me try in my end. So what's that Wi Fi postcode, So ZIP code, DTH, ETA, black? Which one's that? On your login, are you seeing a an option or a tab to enter your login? I will provide you the the set of numbers. Hang on. I'll Okay? okay. So what I'll do is I'll go to hang on. I'll go to the the to the account, to your Okay. account because that had the link your account had the link on it for okay. So check click here for my bill. That's what you want. Yeah? Click here for my bill. Okay. Okay. Yeah. Enter login. Alright. Yeah. Login. So what do I put Yes. in the login? Yeah. So it's 1785 One seven eight five. Yeah. The best. 555500 Four five zero zero. Yeah. 87815. 8715. So it's 17178555008715. Is that correct? The last four numbers are supposed to be 7815. 7815. Okay. So the whole lot is 1785550087815. Is that right? That's correct. Yes. Okay. For your password, Yeah. it's 0 Yeah. AndThenLowerLowercaseNForNancy, Yes. UppercaseRForRomeo, Apple case. RForRomeo. Yep. then UppercaseAForAlpha, Yes. LowercasePForPapa, P for papa. Yep. UppercaseRForRomeo, Uppercase r for Romeo. Yep. And then LowercaseOForOscar. OferasForLower. Yep. And and the number 7. Number 7. Okay. Alright. So sign in now. Yes, please. So next time I'm not gonna remember any of this. How can I reset, you know, the password and the login for next time? Hold hold on. Let me check on your account. On your profile, you'll have an option to reset your password. On my profile. Yes. On the upper right corner of your screen where it says your name, there is a drop down menu wherein you will be able to click a profile option. When you click profile option, you'll have to you'll be routed to your profile details, your login number, your email address, your phone number, and also your billing and address. And also on the lowest part, that's where you will reset your Okay. Alright. Okay. So I sign in password. now. Okay. So Alright. I've signed in. Oh, I've hit sign in. Here we go. Alright. And then please please click in finance, Yeah. I've clicked sign in. Yep. and then click pay re payment credentials. Payment credentials. I can't see payment credentials. It's under finance option. When you click finance, a subcategory below it show us a document, payRx payment credentials, and b pay CRN. So you just have to choose the pay payRx payment credentials. Did you see it? No. I can just see the amount that I'm owing. I can see recurring invoice. I can see Well, you can on the amount that you owe, you can also make a payment on that if you click on the check So so what where it says unpaid, do I click on that, you mean? mark icon. Yes. And then please click pay pay by pay, Rick. Unpaid. I don't know. It's not it's not doing much unpaid. So I click this download thing. I Is really it loading don't know. on your end? Sure. Let me try as well on my end. Hold on. Yeah. I can see the amount, but I can't see how I can pay it. Mhmm. Is this your Mastercard or it's a Visa card? It's a Mastercard. Yeah. Let me try this method as well. Okay. Alright. We'll send you a, like, a verification or one time code sent to your device. Can you confirm which I mean, the last three digits of your phone number? 864.","start_word":2312,"end_word":3214,"sentiment":"neutral","sentiment_score":0.00734422310097669},{"text":"That's great.","start_word":3215,"end_word":3216,"sentiment":"positive","sentiment_score":0.37122583389282227},{"text":"One second. I'm waiting for approval. Did you get a notification? Let me see. I got a security alert. Hang on. Yeah. Here we go. Approval decline. This is from Airtel. 7728. Okay. I'll approve that. Yes. Okay. Approve. Okay. Alright. I've approved that. Yes. Let me just waive the response on my end. Hold on. So It's still Yep. loading and still waiting for approval. Alright.","start_word":3217,"end_word":3283,"sentiment":"neutral","sentiment_score":0.032298086405690034},{"text":"The payment was successful, bill.","start_word":3284,"end_word":3288,"sentiment":"positive","sentiment_score":0.5672636032104492},{"text":"So what happened was I pay your current invoice manually. I'm not really quite sure why we could we couldn't add your card on your account. I'll still try log I mean, say I mean, adding the payment on your account. So once your card is successfully added in your account, you'll also receive or you will see a document on your account portal wherein it's like a direct debit agreement. That's when you will know that we were able to add your credit card for your future charges. Okay? Okay. So you're gonna keep trying to set up the direct debit, are you? Yes. I can. If you would I mean, we can try again one more time. But if you don't want to add it right now, you are free to add it anytime on your end as well. Let's do it let's do it now. That's fine. Yeah. I wanna get it done. Okay. Sure. I'll put you on hold for a minute or two, and I'll get back to you. Okay? Okay. So that I just wanna make sure that I'll be able to add it this time.","start_word":3289,"end_word":3480,"sentiment":"neutral","sentiment_score":0.12404697388410568},{"text":"Thank you.","start_word":3481,"end_word":3482,"sentiment":"positive","sentiment_score":0.4411756992340088},{"text":"Yeah. Thanks. Hello, Bill? Yes. Yes. I'm sorry. I received the same result, same with earlier, like, the credit card number and the c c CVV or CVC is getting removed whenever I click save, Right. Okay. the save button. So you can, go ahead and, get back to your settings. Your to I mean, your card to your normal settings. It's fine. If in any case that you'll receive a notification for I mean, or a document on your account being your card successfully adding to your account, it could be a late response on our system.","start_word":3483,"end_word":3580,"sentiment":"neutral","sentiment_score":-0.014539573341608047},{"text":"I'm sorry for the delay for this bill.","start_word":3581,"end_word":3588,"sentiment":"negative","sentiment_score":-0.3929337561130524},{"text":"But rest assured that your current bill has been paid off, and there is no an outstanding balance for now. Okay. So my current bill's been paid, but but you're saying there might be a delayed response to setting setting it all up. It might still might still Added. be set up. Yeah? Yes. Yes. So for the meantime, I know your concern I mean, your you also prioritize your account security. You can reset the status of your settings on your bank account or your I mean, your credit card. Okay. Alright. So I'll I'll do that. But but how does that work? Like, if we set it up as a direct debit with the credit card, and I've got the locks I've got the international locks on it, which I normally do, will the payment still go through every month because the locks are on or or not? I'm not quite sure about the that settings, Bill. However, we have some customers who also have the same I mean, the credit card added on their account as the as their saved payment method.","start_word":3589,"end_word":3773,"sentiment":"neutral","sentiment_score":0.041121235771759135},{"text":"And, also, the system is actually set up in locally.","start_word":3774,"end_word":3783,"sentiment":"positive","sentiment_score":0.3579846918582916},{"text":"So there should not be a problem processing the payment monthly if in any case that your card is I mean, will be locked to process internationally because the system is set up in Australia. Okay. Is there a local number that I can call in Australia to set up direct debit given given the locks that I have on the card? Sorry. No. Because the that number will be routed as well to us. But, no worries. I'll go ahead and try to communicate with the team to check on there and if they I mean, what could be the problem on this because this is just I think this is the first time that I experienced that was able to process the payment manually. However, I couldn't add the card on your account. Or maybe this I mean, your settings also affects I don't I I'm I I'm also not I mean, I'm also not aware that there is also a settings for left for international charges on your card. That's actually a good security precaution, by the way. Yeah. Alright. Okay. Well, we'll we'll at least you've paid this account, and then we'll worry about next month in the lead up to next month. Yeah. I guess so, Bill. Alright. But you Okay. can always try it on your end if you have time. Whenever you have time, you can try since you're already logged in to your account, the way to add your payment is going on the finance account. Yeah. Okay. Alright. Well, I'll see how I go with that down the track. Okay. Alright.","start_word":3784,"end_word":4053,"sentiment":"neutral","sentiment_score":0.06776046002352679},{"text":"Thank you.","start_word":4054,"end_word":4055,"sentiment":"positive","sentiment_score":0.5896574854850769},{"text":"Are you there? Yes. I'm here. Well, I'm so sorry to leave you not having adding your account I mean, card on your account. No. No worries. We'll work it out in time. Okay.","start_word":4056,"end_word":4089,"sentiment":"neutral","sentiment_score":-0.0008108257898129523},{"text":"Thank you. Yeah. Thank you so much, Bill, and enjoy the rest of your day. Goodbye Thanks.","start_word":4090,"end_word":4106,"sentiment":"positive","sentiment_score":0.6634401082992554},{"text":"for now. You too. Bye bye. Bye.","start_word":4107,"end_word":4113,"sentiment":"neutral","sentiment_score":0.22139328718185425}],"average":{"sentiment":"neutral","sentiment_score":0.029159804351861843}}}}