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Thank you so much. In reference with the ticket we received about the charge amount for $179.89. Yeah. Could you please confirm the last four digit of the card that was used? Yes. Thank you. Yeah. Okay. Perfect. Thank you so much. 8304 Aviso card. So, yeah, as per review, again, we do apologize for the inconvenience. The reason why I've called you even after hours, Here's what happened. I'm showing here that you made a payment via BPAY last April 2. If you could if you did Yeah. That's correct. Because BPAY payment require clearance from the bank. And then since April 3 or over the weekend was a holiday until Monday, It was not posted. The reason why, when our back end accounts team processed the payment automatically, it was processed the amount showing from your invoice. And I've checked your invoice. It shows here $1.79. So this is like a billing error. It should be only for the period of one month, which is April 1 to to April 30. But from the invoice showing right now, it does show March 1 to April 30, which is incorrect. This is a billing error affected. Mhmm. Yes. That's correct. That's what will I do. Reason why I asked to confirm the last four. So since we've already received the DPAY payment, what I will be doing is I will process the refund for this amount of $179.89 to this card that you have that was used, 8304 under your name just to make sure. And then after I process the refund, I'll be sending you an email with a screenshot of the refund process for your reference. Okay? To your email address. Yeah. Yeah. I will go ahead and do that. Yeah. Yeah. I'm so sorry for that. The reason why I'm still in because we are reviewing all the payments because we just wanted to make sure that we've sort this out because there there is a slight billing error this month. But nothing to worry, Wenyan. I will go ahead and process the refund before I will clock out today. Okay? Alright. Thank you, and have a good night. Be safe. 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Good evening. This is Airtel accounts. I'm so sorry if we're calling you after hours. Is that fine with you?\n\nOkay. Thank you. And just to confirm, I'm speaking to Wenyan Wu? Okay. Thank you so much.\n\nIn reference with the ticket we received about the charge amount for $179.89. Yeah. Could you please confirm the last four digit of the card that was used? Yes. Thank you.\n\nYeah. Okay. Perfect. Thank you so much. 8304 Aviso card.\n\nSo, yeah, as per review, again, we do apologize for the inconvenience. The reason why I've called you even after hours, Here's what happened. I'm showing here that you made a payment via BPAY last April 2. If you could if you did Yeah. That's correct.\n\nBecause BPAY payment require clearance from the bank. And then since April 3 or over the weekend was a holiday until Monday, It was not posted. The reason why, when our back end accounts team processed the payment automatically, it was processed the amount showing from your invoice. And I've checked your invoice. It shows here $1.79.\n\nSo this is like a billing error. It should be only for the period of one month, which is April 1 to to April 30. But from the invoice showing right now, it does show March 1 to April 30, which is incorrect. This is a billing error affected. Mhmm.\n\nYes. That's correct. That's what will I do. Reason why I asked to confirm the last four. So since we've already received the DPAY payment, what I will be doing is I will process the refund for this amount of $179.89 to this card that you have that was used, 8304 under your name just to make sure.\n\nAnd then after I process the refund, I'll be sending you an email with a screenshot of the refund process for your reference. Okay? To your email address. Yeah. Yeah.\n\nI will go ahead and do that. Yeah. Yeah. I'm so sorry for that. The reason why I'm still in because we are reviewing all the payments because we just wanted to make sure that we've sort this out because there there is a slight billing error this month.\n\nBut nothing to worry, Wenyan. I will go ahead and process the refund before I will clock out today. Okay? Alright. Thank you, and have a good night.\n\nBe safe. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.0,"end":2.3999999,"sentiment":"neutral","sentiment_score":0.17650428414344788},{"text":"Good evening.","start":2.3999999,"end":3.1399999,"sentiment":"neutral","sentiment_score":0.3191758692264557},{"text":"This is Airtel accounts.","start":3.28,"end":4.9,"sentiment":"neutral","sentiment_score":0.13342633098363876},{"text":"I'm so sorry if we're calling you after hours.","start":5.04,"end":8.02,"sentiment":"neutral","sentiment_score":-0.23994293808937073},{"text":"Is that fine with you?","start":8.96,"end":10.34,"sentiment":"neutral","sentiment_score":-0.07429089024662971}],"sentiment":"neutral","sentiment_score":-0.05630378797650337,"num_words":21,"start":2.0,"end":10.34},{"sentences":[{"text":"Okay.","start":11.759999,"end":12.16,"sentiment":"neutral","sentiment_score":0.18182674050331116},{"text":"Thank you.","start":12.16,"end":12.639999,"sentiment":"positive","sentiment_score":0.45006008446216583},{"text":"And just to 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correct.","start":98.465004,"end":99.265,"sentiment":"neutral","sentiment_score":0.2872624695301056}],"sentiment":"neutral","sentiment_score":-0.05093937962437454,"num_words":46,"start":74.655,"end":99.265},{"sentences":[{"text":"Because BPAY payment require clearance from the bank.","start":99.265,"end":104.645004,"sentiment":"neutral","sentiment_score":-0.018185756634920835},{"text":"And then since April 3 or over the weekend was a holiday until Monday, It was not posted.","start":105.185005,"end":114.38,"sentiment":"neutral","sentiment_score":-0.1614318150613043},{"text":"The reason why, when our back end accounts team processed the payment automatically, it was processed the amount showing from your invoice.","start":115.24,"end":125.42,"sentiment":"neutral","sentiment_score":-0.11090046201239932},{"text":"And I've checked your invoice.","start":125.479996,"end":126.939995,"sentiment":"neutral","sentiment_score":-0.07355864644050598},{"text":"It shows here 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8304 under your name just to make sure.","start":161.805,"end":179.14499,"sentiment":"neutral","sentiment_score":0.15307953971915128}],"sentiment":"neutral","sentiment_score":0.1569035863182668,"num_words":58,"start":155.325,"end":179.14499},{"sentences":[{"text":"And then after I process the refund, I'll be sending you an email with a screenshot of the refund process for your reference.","start":179.525,"end":188.745,"sentiment":"neutral","sentiment_score":0.13046428269666174},{"text":"Okay?","start":189.3,"end":189.8,"sentiment":"neutral","sentiment_score":0.07810668647289276},{"text":"To your email address.","start":190.42001,"end":191.88,"sentiment":"neutral","sentiment_score":0.03877092059701681},{"text":"Yeah.","start":195.14001,"end":195.46,"sentiment":"neutral","sentiment_score":0.04558013379573822},{"text":"Yeah.","start":195.46,"end":195.78001,"sentiment":"neutral","sentiment_score":0.043720975518226624}],"sentiment":"neutral","sentiment_score":0.1107723326732715,"num_words":30,"start":179.525,"end":195.78001},{"sentences":[{"text":"I will go ahead and do that.","start":195.78001,"end":197.64001,"sentiment":"neutral","sentiment_score":-0.008512610303504127},{"text":"Yeah.","start":199.86,"end":200.36,"sentiment":"neutral","sentiment_score":-0.15543830394744873},{"text":"Yeah.","start":202.835,"end":203.335,"sentiment":"neutral","sentiment_score":-0.18666936457157135},{"text":"I'm so sorry for that.","start":203.395,"end":204.755,"sentiment":"neutral","sentiment_score":-0.255484339594841},{"text":"The reason why I'm still in because we are reviewing all the payments because we just wanted to make sure that we've sort this out because there there is a slight billing error this month.","start":204.755,"end":218.67,"sentiment":"neutral","sentiment_score":-0.21804925203323364}],"sentiment":"neutral","sentiment_score":-0.19001717264859044,"num_words":49,"start":195.78001,"end":218.67},{"sentences":[{"text":"But nothing to worry, Wenyan.","start":218.67,"end":220.37,"sentiment":"neutral","sentiment_score":0.08776017874479294},{"text":"I will go ahead and process the refund before I will clock out today.","start":220.98999,"end":226.15688,"sentiment":"neutral","sentiment_score":0.16419381754738943},{"text":"Okay?","start":226.15688,"end":226.65688,"sentiment":"neutral","sentiment_score":0.13810159265995026},{"text":"Alright.","start":228.31688,"end":228.63689,"sentiment":"neutral","sentiment_score":0.14897820353507996},{"text":"Thank you, and have a good 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Yeah. It's okay. That's correct. Yeah. My my card? Give me a second. I think that this is the six the same card that you're charging me the money. Let me have a look. I don't know why it charged me that because every month I pay this. And this is not the first time, like, you charged me. I haven't paid my my back bill because it's, like, almost I I paid the bill, like, the first day, the April 1. So I'm not quite sure what happened. So the last four digits number is 8304. I paid I paid the first Apple. Maybe, like, you got it. Just second of Apple. That's perfect. Perfect. Perfect. Yeah. Yeah. Yeah. Yeah. Yeah. It's okay. I understand this. All good. So can you return my ordered money back to my account? It's okay. Just I got to I got to make sure you, like, can refund. That should be alright. That's fine. But I'm also I also cannot understand why it's showing me, like, 179. It's like a total mess. Yeah. Okay. Thank you. You too. 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perfect.","start":97.83,"end":98.55,"sentiment":"neutral","sentiment_score":0.23379561305046082},{"text":"Perfect.","start":98.55,"end":98.955,"sentiment":"positive","sentiment_score":0.42330053448677063},{"text":"Perfect.","start":98.955,"end":99.455,"sentiment":"neutral","sentiment_score":0.2899555265903473}],"sentiment":"neutral","sentiment_score":0.08851726066607696,"num_words":13,"start":95.35,"end":99.455},{"sentences":[{"text":"Yeah.","start":104.9625,"end":105.4625,"sentiment":"neutral","sentiment_score":-0.062338732182979584},{"text":"Yeah.","start":130.885,"end":131.385,"sentiment":"neutral","sentiment_score":-0.24274776875972748},{"text":"Yeah.","start":150.26001,"end":150.5,"sentiment":"neutral","sentiment_score":-0.20265190303325653},{"text":"Yeah.","start":150.5,"end":150.58,"sentiment":"neutral","sentiment_score":-0.08140088617801666},{"text":"Yeah.","start":150.58,"end":150.82,"sentiment":"neutral","sentiment_score":-0.04100819677114487}],"sentiment":"neutral","sentiment_score":-0.12602949738502503,"num_words":5,"start":104.9625,"end":150.82},{"sentences":[{"text":"It's okay.","start":150.82,"end":151.3,"sentiment":"neutral","sentiment_score":-0.013628069311380386},{"text":"I understand this.","start":151.3,"end":152.475,"sentiment":"neutral","sentiment_score":-0.1331078509489695},{"text":"All good.","start":152.955,"end":153.43501,"sentiment":"neutral","sentiment_score":0.2557723671197891},{"text":"So can you return my ordered money back to my account?","start":153.43501,"end":156.815,"sentiment":"neutral","sentiment_score":0.13706267150965604},{"text":"It's okay.","start":190.155,"end":190.795,"sentiment":"neutral","sentiment_score":0.10153375193476677}],"sentiment":"neutral","sentiment_score":0.08978609666228295,"num_words":20,"start":150.82,"end":190.795},{"sentences":[{"text":"Just I got to I got to make sure you, like, can refund.","start":190.795,"end":193.75499,"sentiment":"neutral","sentiment_score":0.05087516743403215},{"text":"That should be alright.","start":193.75499,"end":194.97,"sentiment":"neutral","sentiment_score":0.08962527755647898},{"text":"That's fine.","start":195.61,"end":196.09,"sentiment":"neutral","sentiment_score":0.08030770719051361},{"text":"But I'm also I also cannot understand why it's showing me, like, 179.","start":196.09,"end":201.85,"sentiment":"neutral","sentiment_score":-0.17136979160400537},{"text":"It's like a total mess.","start":201.85,"end":203.29001,"sentiment":"neutral","sentiment_score":-0.27866835594177247}],"sentiment":"neutral","sentiment_score":-0.06596365863004246,"num_words":37,"start":190.795,"end":203.29001},{"sentences":[{"text":"Yeah.","start":203.29001,"end":203.79001,"sentiment":"neutral","sentiment_score":-0.11357414722442628},{"text":"Okay.","start":227.31,"end":227.63,"sentiment":"neutral","sentiment_score":0.2581523656845093},{"text":"Thank you.","start":227.63,"end":228.37,"sentiment":"positive","sentiment_score":0.451473668217659},{"text":"You too.","start":230.75,"end":231.41,"sentiment":"positive","sentiment_score":0.45060864090919495},{"text":"Bye bye.","start":231.63,"end":232.37,"sentiment":"neutral","sentiment_score":0.21249932050704956}],"sentiment":"neutral","sentiment_score":0.29671768471598625,"num_words":8,"start":203.29001,"end":232.37}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good evening. This is Airtel accounts. I'm so sorry if we're calling you after hours. Is that fine with you?\n\nChannel 1: Hello? Yeah. It's okay.\n\nChannel 0: Okay. Thank you. And just to confirm, I'm speaking to Wenyan Wu?\n\nChannel 1: That's correct.\n\nChannel 0: Okay. Thank you so much. In reference with the ticket we received about the charge amount for $179.89.\n\nChannel 1: Yeah.\n\nChannel 0: Yeah. Could you please confirm the last four digit of the card that was\n\nChannel 1: My\n\nChannel 0: used?\n\nChannel 1: my card? Give me a second.\n\nChannel 0: Yes. Thank you.\n\nChannel 1: I think that this is the six the same card that you're charging me the money. Let me have a look. I don't know why it charged me that because\n\nChannel 0: Yeah.\n\nChannel 1: every month I pay this. And this is not the first time, like, you charged me. I haven't paid my my back bill because it's, like, almost I I paid the bill, like, the first day, the April 1. So I'm not quite sure what happened. So the last four digits number is 8304.\n\nChannel 0: Okay. Perfect. Thank you so much. 8304 Aviso card. So, yeah, as per review, again, we do apologize for the inconvenience.\n\nThe reason why I've called you even after hours, Here's what happened. I'm showing here that you made a payment via BPAY last April 2. If you could if\n\nChannel 1: I\n\nChannel 0: you did\n\nChannel 1: paid I paid the first Apple. Maybe, like, you got it. Just second of Apple. That's\n\nChannel 0: Yeah.\n\nChannel 1: perfect.\n\nChannel 0: That's\n\nChannel 1: Perfect.\n\nChannel 0: correct.\n\nChannel 1: Perfect.\n\nChannel 0: Because BPAY payment require clearance from the bank.\n\nChannel 1: Yeah.\n\nChannel 0: And then since April 3 or over the weekend was a holiday until Monday, It was not posted. The reason why, when our back end accounts team processed the payment automatically, it was processed the amount showing from your invoice. And I've checked your invoice. It shows here $1.79. So\n\nChannel 1: Yeah.\n\nChannel 0: this is like a billing error. It should be only for the period of one month, which is April 1 to to April 30. But from the invoice showing right now, it does show March 1 to April 30, which is incorrect. This is a billing error\n\nChannel 1: Yeah. Yeah. Yeah. It's okay. I\n\nChannel 0: affected.\n\nChannel 1: understand this.\n\nChannel 0: Mhmm.\n\nChannel 1: All good. So can you return my ordered\n\nChannel 0: Yes.\n\nChannel 1: money back to my account?\n\nChannel 0: That's correct. That's what will I do. Reason why I asked to confirm the last four. So since we've already received the DPAY payment, what I will be doing is I will process the refund for this amount of $179.89 to this card that you have that was used, 8304 under your name just to make sure. And then after I process the refund, I'll be sending you an email with a screenshot of the refund process for your reference.\n\nOkay?\n\nChannel 1: It's okay.\n\nChannel 0: To your\n\nChannel 1: Just\n\nChannel 0: email\n\nChannel 1: I got\n\nChannel 0: address.\n\nChannel 1: to I got to make sure you, like, can refund. That should be alright.\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: That's\n\nChannel 0: I\n\nChannel 1: fine.\n\nChannel 0: will\n\nChannel 1: But\n\nChannel 0: go\n\nChannel 1: I'm\n\nChannel 0: ahead\n\nChannel 1: also\n\nChannel 0: and do that.\n\nChannel 1: I also cannot understand why it's showing\n\nChannel 0: Yeah.\n\nChannel 1: me, like, 179. It's like a total\n\nChannel 0: Yeah.\n\nChannel 1: mess. Yeah.\n\nChannel 0: I'm so sorry for that. The reason why I'm still in because we are reviewing all the payments because we just wanted to make sure that we've sort this out because there there is a slight billing error this month. But nothing to worry, Wenyan. I will go ahead and process the refund before I will clock out today. Okay?\n\nChannel 1: Okay. Thank you.\n\nChannel 0: Alright. Thank you, and have a good night. Be safe.\n\nChannel 1: You too. Bye\n\nChannel 0: Bye\n\nChannel 1: bye.\n\nChannel 0: bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.0,"end":2.3999999,"sentiment":"neutral","sentiment_score":0.17650428414344788},{"text":"Good evening.","start":2.3999999,"end":3.1399999,"sentiment":"neutral","sentiment_score":0.3191758692264557},{"text":"This is Airtel accounts.","start":3.28,"end":4.9,"sentiment":"neutral","sentiment_score":0.13342633098363876},{"text":"I'm so sorry if we're calling you after hours.","start":5.04,"end":8.02,"sentiment":"neutral","sentiment_score":-0.23994293808937073},{"text":"Is that fine with you?","start":8.96,"end":10.34,"sentiment":"neutral","sentiment_score":-0.07429089024662971}],"sentiment":"neutral","sentiment_score":-0.05630378797650337,"channel":0,"num_words":21,"start":2.0,"end":10.34},{"sentences":[{"text":"Hello?","start":10.4,"end":10.719999,"sentiment":"neutral","sentiment_score":-0.013362238183617592},{"text":"Yeah.","start":10.719999,"end":10.96,"sentiment":"neutral","sentiment_score":0.0428883321583271},{"text":"It's okay.","start":10.96,"end":11.7,"sentiment":"neutral","sentiment_score":0.09835239499807358}],"sentiment":"neutral","sentiment_score":0.05655772099271417,"channel":1,"num_words":4,"start":10.4,"end":11.7},{"sentences":[{"text":"Okay.","start":11.759999,"end":12.16,"sentiment":"neutral","sentiment_score":0.18182674050331116},{"text":"Thank you.","start":12.16,"end":12.639999,"sentiment":"positive","sentiment_score":0.45006008446216583},{"text":"And just to confirm, I'm speaking to Wenyan Wu?","start":12.639999,"end":16.735,"sentiment":"neutral","sentiment_score":0.07970691265331374}],"sentiment":"neutral","sentiment_score":0.14994242694228888,"channel":0,"num_words":12,"start":11.759999,"end":16.735},{"sentences":[{"text":"That's correct.","start":17.005001,"end":17.825,"sentiment":"neutral","sentiment_score":0.11768948659300804}],"sentiment":"neutral","sentiment_score":0.11768948659300804,"channel":1,"num_words":2,"start":17.005001,"end":17.825},{"sentences":[{"text":"Okay.","start":18.235,"end":18.635,"sentiment":"neutral","sentiment_score":0.1916194260120392},{"text":"Thank you so much.","start":18.635,"end":19.695,"sentiment":"positive","sentiment_score":0.5780606716871262},{"text":"In reference with the ticket we received about the charge amount for $179.89.","start":20.075,"end":29.215,"sentiment":"neutral","sentiment_score":0.06159543847808471}],"sentiment":"neutral","sentiment_score":0.1835890451653136,"channel":0,"num_words":18,"start":18.235,"end":29.215},{"sentences":[{"text":"Yeah.","start":29.805,"end":30.305,"sentiment":"neutral","sentiment_score":0.03345493972301483}],"sentiment":"neutral","sentiment_score":0.03345493972301483,"channel":1,"num_words":1,"start":29.805,"end":30.305},{"sentences":[{"text":"Yeah.","start":30.730001,"end":31.230001,"sentiment":"neutral","sentiment_score":0.02477201446890831},{"text":"Could you please confirm the last four digit of the card that 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because","start":48.275,"end":51.735,"sentiment":"neutral","sentiment_score":-0.15378967507017982}],"sentiment":"neutral","sentiment_score":-0.08778414577245712,"channel":1,"num_words":30,"start":41.52,"end":51.735},{"sentences":[{"text":"Yeah.","start":51.704998,"end":52.204998,"sentiment":"neutral","sentiment_score":-0.0901619866490364}],"sentiment":"neutral","sentiment_score":-0.0901619866490364,"channel":0,"num_words":1,"start":51.704998,"end":52.204998},{"sentences":[{"text":"every month I pay this.","start":51.795002,"end":53.575,"sentiment":"neutral","sentiment_score":-0.12212586551904678},{"text":"And this is not the first time, like, you charged me.","start":53.875,"end":56.355,"sentiment":"neutral","sentiment_score":-0.24748239463025873},{"text":"I haven't paid my my back bill because it's, like, almost I I paid the bill, like, the first day, the April 1.","start":56.355,"end":64.97,"sentiment":"negative","sentiment_score":-0.3448811095693837},{"text":"So I'm not quite sure what happened.","start":64.97,"end":66.73,"sentiment":"neutral","sentiment_score":-0.28561178488390787},{"text":"So the last four digits number is 8304.","start":66.73,"end":69.87,"sentiment":"neutral","sentiment_score":-0.048188338754698634}],"sentiment":"neutral","sentiment_score":-0.25277759986757126,"channel":1,"num_words":54,"start":51.795002,"end":69.87},{"sentences":[{"text":"Okay.","start":70.335,"end":70.655,"sentiment":"neutral","sentiment_score":0.08748819679021835},{"text":"Perfect.","start":70.655,"end":71.135,"sentiment":"positive","sentiment_score":0.4116344451904297},{"text":"Thank you so much.","start":71.135,"end":72.175,"sentiment":"positive","sentiment_score":0.5219995379447937},{"text":"8304 Aviso card.","start":72.175,"end":74.355,"sentiment":"neutral","sentiment_score":0.08331172168254852},{"text":"So, yeah, as per review, again, we do apologize for the 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BPAY payment require clearance from the bank.","start":99.265,"end":104.645004,"sentiment":"neutral","sentiment_score":-0.018185756634920835}],"sentiment":"neutral","sentiment_score":-0.018185756634920835,"channel":0,"num_words":8,"start":99.265,"end":104.645004},{"sentences":[{"text":"Yeah.","start":104.9625,"end":105.4625,"sentiment":"neutral","sentiment_score":-0.062338732182979584}],"sentiment":"neutral","sentiment_score":-0.062338732182979584,"channel":1,"num_words":1,"start":104.9625,"end":105.4625},{"sentences":[{"text":"And then since April 3 or over the weekend was a holiday until Monday, It was not posted.","start":105.185005,"end":114.38,"sentiment":"neutral","sentiment_score":-0.1614318150613043},{"text":"The reason why, when our back end accounts team processed the payment automatically, it was processed the amount showing from your invoice.","start":115.24,"end":125.42,"sentiment":"neutral","sentiment_score":-0.11090046201239932},{"text":"And I've checked your invoice.","start":125.479996,"end":126.939995,"sentiment":"neutral","sentiment_score":-0.07355864644050598},{"text":"It shows here $1.79.","start":127.725006,"end":130.205,"sentiment":"neutral","sentiment_score":-0.06324764247983694},{"text":"So","start":130.205,"end":130.705,"sentiment":"neutral","sentiment_score":-0.14709345996379852}],"sentiment":"neutral","sentiment_score":-0.12226920194923878,"channel":0,"num_words":50,"start":105.185005,"end":130.705},{"sentences":[{"text":"Yeah.","start":130.885,"end":131.385,"sentiment":"neutral","sentiment_score":-0.24274776875972748}],"sentiment":"neutral","sentiment_score":-0.24274776875972748,"channel":1,"num_words":1,"start":130.885,"end":131.385},{"sentences":[{"text":"this is like a billing error.","start":130.925,"end":132.845,"sentiment":"negative","sentiment_score":-0.5255554268757502},{"text":"It should be only for the period of one month, which is April 1 to to April 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customer calls Airtel accounts to inquire about a charge on their card. The representative confirms the customer's identity and explains that the charge was processed automatically, causing a billing error. The representative promises to refund the charge and send a screenshot via email."},"intents":{"segments":[{"text":"And just to confirm, I'm speaking to Wenyan Wu? That's correct. Okay.","start_word":28,"end_word":39,"intents":[{"intent":"Confirm information","confidence_score":0.0036006311}]},{"text":"In reference with the ticket we received about the charge amount for $179.89. Yeah.","start_word":44,"end_word":57,"intents":[{"intent":"Discuss bill charges","confidence_score":0.0005230137},{"intent":"Check payment details","confidence_score":0.0037979686}]},{"text":"Could you please confirm the last four digit of the card that was My used? my card?","start_word":59,"end_word":75,"intents":[{"intent":"Confirm card information","confidence_score":0.047454264}]},{"text":"So, yeah, as per review, again, we do apologize for the inconvenience. The reason why I've called you even after hours, Here's what happened.","start_word":177,"end_word":200,"intents":[{"intent":"Apologize for inconvenience","confidence_score":0.012531913}]},{"text":"So since we've already received the DPAY payment, what I will be doing is I will process the refund for this amount of $179.89 to this card that you have that was used, 8304 under your name just to make sure.","start_word":390,"end_word":430,"intents":[{"intent":"Process refund","confidence_score":0.2612024}]}]},"sentiments":{"segments":[{"text":"Hi. Good evening. This is Airtel accounts. I'm so sorry if we're calling you after hours. Is that fine with you? Hello? Yeah. It's okay. Okay.","start_word":0,"end_word":25,"sentiment":"neutral","sentiment_score":-0.020877301692962646},{"text":"Thank you.","start_word":26,"end_word":27,"sentiment":"positive","sentiment_score":0.4222218692302704},{"text":"And just to confirm, I'm speaking to Wenyan Wu? That's correct. Okay.","start_word":28,"end_word":39,"sentiment":"neutral","sentiment_score":0.0977032482624054},{"text":"Thank you so much.","start_word":40,"end_word":43,"sentiment":"positive","sentiment_score":0.5629451870918274},{"text":"In reference with the ticket we received about the charge amount for $179.89. Yeah. Yeah. Could you please confirm the last four digit of the card that was My used? my card? Give me a second. Yes. Thank you. I think that this is the six the same card that you're charging me the money. Let me have a look. I don't know why it charged me that because Yeah. every month I pay this. And this is not the first time, like, you charged me.","start_word":44,"end_word":129,"sentiment":"neutral","sentiment_score":-0.049937352538108826},{"text":"I haven't paid my my back bill because it's, like, almost I I paid the bill, like, the first day, the April 1. So I'm not quite sure what happened.","start_word":130,"end_word":159,"sentiment":"negative","sentiment_score":-0.3342810869216919},{"text":"So the last four digits number is 8304. Okay.","start_word":160,"end_word":168,"sentiment":"neutral","sentiment_score":-0.02631811983883381},{"text":"Perfect. Thank you so much.","start_word":169,"end_word":173,"sentiment":"positive","sentiment_score":0.4876168370246887},{"text":"8304 Aviso card. So, yeah, as per review, again, we do apologize for the inconvenience. The reason why I've called you even after hours, Here's what happened. I'm showing here that you made a payment via BPAY last April 2. If you could if you I did paid I paid the first Apple. Maybe, like, you got it. Just second of Apple. That's Yeah.","start_word":174,"end_word":237,"sentiment":"neutral","sentiment_score":-0.03290806710720062},{"text":"perfect. That's Perfect.","start_word":238,"end_word":240,"sentiment":"positive","sentiment_score":0.3837184607982635},{"text":"correct. Perfect. Because BPAY payment require clearance from the bank. Yeah. And then since April 3 or over the weekend was a holiday until Monday, It was not posted. The reason why, when our back end accounts team processed the payment automatically, it was processed the amount showing from your invoice. And I've checked your invoice. It shows here $1.79. So Yeah.","start_word":241,"end_word":302,"sentiment":"neutral","sentiment_score":-0.0882154848546751},{"text":"this is like a billing error. It should be only for the period of one month, which is April 1 to to April 30.","start_word":303,"end_word":326,"sentiment":"negative","sentiment_score":-0.3894232511520386},{"text":"But from the invoice showing right now, it does show March 1 to April 30, which is incorrect. This is a billing error Yeah. Yeah. Yeah. It's okay. I affected. understand this. Mhmm. All good. So can you return my ordered Yes. money back to my account? That's correct. That's what will I do. Reason why I asked to confirm the last four. So since we've already received the DPAY payment, what I will be doing is I will process the refund for this amount of $179.89 to this card that you have that was used, 8304 under your name just to make sure. And then after I process the refund, I'll be sending you an email with a screenshot of the refund process for your reference. Okay? It's okay. To your Just email I got address. to I got to make sure you, like, can refund. That should be alright. Yeah. Yeah. That's I fine. will But go I'm ahead also and do that. I also cannot understand why it's showing Yeah. me, like, 179. It's like a total Yeah. mess. Yeah. I'm so sorry for that. The reason why I'm still in because we are reviewing all the payments because we just wanted to make sure that we've sort this out because there there is a slight billing error this month. But nothing to worry, Wenyan. I will go ahead and process the refund before I will clock out today. Okay? Okay.","start_word":327,"end_word":570,"sentiment":"neutral","sentiment_score":-0.0033893713261932135},{"text":"Thank you.","start_word":571,"end_word":572,"sentiment":"positive","sentiment_score":0.4329110085964203},{"text":"Alright.","start_word":573,"end_word":573,"sentiment":"neutral","sentiment_score":0.19857458770275116},{"text":"Thank you, and have a good night. Be safe. You too.","start_word":574,"end_word":584,"sentiment":"positive","sentiment_score":0.6460342407226562},{"text":"Bye Bye bye. bye.","start_word":585,"end_word":588,"sentiment":"neutral","sentiment_score":0.17926377058029175}],"average":{"sentiment":"neutral","sentiment_score":-0.02058703567042495}}}}