{"metadata":{"transaction_key":"deprecated","request_id":"019d94b8-1d08-7a00-bbd5-d85ce89c7889","sha256":"e6058e838c9bc5799151546c58537bb2325b5366c90a05703a530cadbbac8591","created":"2026-04-16T05:16:30.687Z","duration":712.9439,"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":1963,"output_tokens":95},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2107,"output_tokens":2112},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2107,"output_tokens":84}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. Thank you so much for calling Airtel accounts. How may I help you today? Hi. Good afternoon. How may I help you today? Yes. This is Airtel Australia. Oh, let me just go ahead and check on here first because we're having two direct numbers. What mhmm. Mhmm. Two four, double six. Let me check here. Yeah. That's our tech support phone number. Yeah. Mhmm. Mhmm. Okay. I understand your frustration, but please allow me to answer your questions and give you clarification. First of all, I just wanted to confirm to whom I'm speaking with. May you please verify your full name? Mhmm. Thank you. Okay. That's perfect. Nice to have you in the line, miss Luang. So I do apologize. Oh, number one, yes. The phone number that you mentioned is our tech support phone number, and our office hours is Monday to Fridays from 9AM to 6PM. However, however, however, yesterday, our dedicated tech rep is not on the office. That's the reason why your phone calls was not being answered. And then today, yes, today, I just got a message from our tech rep that she spoke to you earlier, and then you had a phone call. You disconnect her, and then you you had a phone call, I believe, a phone call directly from a Supa representative, Supa Network. Right? And then, also, we received your ticket, and they are aware about this. They are just the the tech rep is just currently taking a break and then said she will reach out to you after claiming back from break. So we do apologize if yesterday your calls was not answered by the tech rep, but she's not around during that time. But today, your account is on priority. They are aware about your account status. They are trying to help you to connect. And then I could see in here even though I'm from accounts, I could see on here, I don't have any full access with any tech concern, but I do have a minimal access here that I could see in here that they even sent, like, a priority ticket to to the Supa network to resolve your connectivity issue since you are a new customer with Airtel. Reason why the Supa network reach out to you. So if that your concern is never your You decided to cancel your service. Okay. What was the Supa network mentioned? I'm not really sure about this, but they said they've offered you, like, a tech team to visit you. You want to cancel your service? Yes. Mhmm. Okay. Yeah. She's on a break. I told you right. She's on a break. Okay. Sure. And Sure. We don't want to waste time as well on you. We appreciate your time that you spent, and we are still grateful that we spent the time with you. That's the direct phone number. Okay? We do have the general phone number, the 18024783 5. But if you selected your concern, your concern's tech about technical, reason why your account, your call is being routed automatically to tech team. But if you dial directly the phone number that you mentioned ends in 2466, that's being directed to the technical department, which is not around yesterday. But anyways, I do respect your decision. If you would like to cancel this, our tech rep is already aware. They will check first what should be done to the free router we sent to you. She will call you once she came back from a break. Okay? She will call you back. I said I will check on them, and then they will get in touch with you about the router. K? Because they are the one resending this concern about the routers, the items, the devices that we are sending to the customer with the initial process to be connected to the service. Let me check what time she will be back from the break. Bear with me here. One moment. One time. Okay. She will be back 03:25PM. So she will call you back what to do with the router. Okay? They will already have the the tech rep, miss, the tech rep, do you remember the name that you spoke earlier when you disconnect and then answer the phone to Supa Network? It's our tech rep, Maureen, the one that you spoke earlier from no. You you spoken to two diff you spoken to three three reps last night. The the guy, it's from our tech, catering after hour support, giving after hour support when offices is closed. Then today, you spoke to our tech rep, Airtel tech rep, Maureen. Then while talking to Maureen, you received a phone call from Supa Network Supa Network rep that they confirm what seems to be the problem with your connectivity. Okay? So there are two are Airtel and then the one Supa. Reason why Supa Network reached out to you directly because we sent a ticket. The tech rep in Airtel sent a ticket, priority ticket. Because we as much as we want, we would love you to be connected to the service. But it just so happened that there is some issue confirmed by Supa Network itself. Right? The and then they offered you, like, a tech rep to get visit to your address. But it seems like you denied it, and then you said you wanting to cancel your service instead, then you sent a ticket to us. We are all aware about this because we you are your account is on top priority since we received your activation order. It doesn't it doesn't like this, that we received your order, then that's it. We sent you the router. That's it. No. We are on top of priority with every customers that it's not being connected to the service. Because our purpose is to give you the best service to be connected as soon as possible, the best way we can. Wait for the tech rep to call you back once she came back from lunch to confirm what to do to the router that we provided to you for free since you are requesting to cancel your service. Yes. Just wait. She will call you back. Alright? And, again, we do apologize for what happened, but we are taking an action on this. We're We will check that with the accounts head and then get back to you. Yeah. Alright. Talk to you soon by our tech rep. Okay. I've already checked the time, and let me go back again the time that she will coming back. 03:25PM. Just allow ten to fifteen minutes more today today. 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Good afternoon. Thank you so much for calling Airtel accounts. How may I help you today? Hi.\n\nGood afternoon. How may I help you today? Yes. This is Airtel Australia. Oh, let me just go ahead and check on here first because we're having two direct numbers.\n\nWhat mhmm. Mhmm. Two four, double six. Let me check here. Yeah.\n\nThat's our tech support phone number. Yeah. Mhmm. Mhmm. Okay.\n\nI understand your frustration, but please allow me to answer your questions and give you clarification. First of all, I just wanted to confirm to whom I'm speaking with. May you please verify your full name? Mhmm. Thank you.\n\nOkay. That's perfect. Nice to have you in the line, miss Luang. So I do apologize. Oh, number one, yes.\n\nThe phone number that you mentioned is our tech support phone number, and our office hours is Monday to Fridays from 9AM to 6PM. However, however, however, yesterday, our dedicated tech rep is not on the office. That's the reason why your phone calls was not being answered. And then today, yes, today, I just got a message from our tech rep that she spoke to you earlier, and then you had a phone call. You disconnect her, and then you you had a phone call, I believe, a phone call directly from a Supa representative, Supa Network.\n\nRight? And then, also, we received your ticket, and they are aware about this. They are just the the tech rep is just currently taking a break and then said she will reach out to you after claiming back from break. So we do apologize if yesterday your calls was not answered by the tech rep, but she's not around during that time. But today, your account is on priority.\n\nThey are aware about your account status. They are trying to help you to connect. And then I could see in here even though I'm from accounts, I could see on here, I don't have any full access with any tech concern, but I do have a minimal access here that I could see in here that they even sent, like, a priority ticket to to the Supa network to resolve your connectivity issue since you are a new customer with Airtel. Reason why the Supa network reach out to you. So if that your concern is never your You decided to cancel your service.\n\nOkay. What was the Supa network mentioned? I'm not really sure about this, but they said they've offered you, like, a tech team to visit you. You want to cancel your service? Yes.\n\nMhmm. Okay. Yeah. She's on a break. I told you right.\n\nShe's on a break. Okay. Sure. And Sure. We don't want to waste time as well on you.\n\nWe appreciate your time that you spent, and we are still grateful that we spent the time with you. That's the direct phone number. Okay? We do have the general phone number, the 18024783 5. But if you selected your concern, your concern's tech about technical, reason why your account, your call is being routed automatically to tech team.\n\nBut if you dial directly the phone number that you mentioned ends in 2466, that's being directed to the technical department, which is not around yesterday. But anyways, I do respect your decision. If you would like to cancel this, our tech rep is already aware. They will check first what should be done to the free router we sent to you. She will call you once she came back from a break.\n\nOkay? She will call you back. I said I will check on them, and then they will get in touch with you about the router. K? Because they are the one resending this concern about the routers, the items, the devices that we are sending to the customer with the initial process to be connected to the service.\n\nLet me check what time she will be back from the break. Bear with me here. One moment. One time. Okay.\n\nShe will be back 03:25PM. So she will call you back what to do with the router. Okay? They will already have the the tech rep, miss, the tech rep, do you remember the name that you spoke earlier when you disconnect and then answer the phone to Supa Network? It's our tech rep, Maureen, the one that you spoke earlier from no.\n\nYou you spoken to two diff you spoken to three three reps last night. The the guy, it's from our tech, catering after hour support, giving after hour support when offices is closed. Then today, you spoke to our tech rep, Airtel tech rep, Maureen. Then while talking to Maureen, you received a phone call from Supa Network Supa Network rep that they confirm what seems to be the problem with your connectivity. Okay?\n\nSo there are two are Airtel and then the one Supa. Reason why Supa Network reached out to you directly because we sent a ticket. The tech rep in Airtel sent a ticket, priority ticket. Because we as much as we want, we would love you to be connected to the service. But it just so happened that there is some issue confirmed by Supa Network itself.\n\nRight? The and then they offered you, like, a tech rep to get visit to your address. But it seems like you denied it, and then you said you wanting to cancel your service instead, then you sent a ticket to us. We are all aware about this because we you are your account is on top priority since we received your activation order. It doesn't it doesn't like this, that we received your order, then that's it.\n\nWe sent you the router. That's it. No. We are on top of priority with every customers that it's not being connected to the service. Because our purpose is to give you the best service to be connected as soon as possible, the best way we can.\n\nWait for the tech rep to call you back once she came back from lunch to confirm what to do to the router that we provided to you for free since you are requesting to cancel your service. Yes. Just wait. She will call you back. Alright?\n\nAnd, again, we do apologize for what happened, but we are taking an action on this. We're We will check that with the accounts head and then get back to you. Yeah. Alright. Talk to you soon by our tech rep.\n\nOkay. I've already checked the time, and let me go back again the time that she will coming back. 03:25PM. Just allow ten to fifteen minutes more today today. Okay?","paragraphs":[{"sentences":[{"text":"Hi.","start":0.56,"end":0.88,"sentiment":"neutral","sentiment_score":0.30903881788253784},{"text":"Good afternoon.","start":0.88,"end":1.5999999,"sentiment":"positive","sentiment_score":0.525299683213234},{"text":"Thank you so much for calling Airtel accounts.","start":1.5999999,"end":3.84,"sentiment":"positive","sentiment_score":0.6322658583521843},{"text":"How may I help you today?","start":3.84,"end":5.06,"sentiment":"positive","sentiment_score":0.46393774449825287},{"text":"Hi.","start":7.8399997,"end":8.24,"sentiment":"neutral","sentiment_score":0.2086155116558075}],"sentiment":"positive","sentiment_score":0.5227781683206558,"num_words":18,"start":0.56,"end":8.24},{"sentences":[{"text":"Good afternoon.","start":8.24,"end":8.98,"sentiment":"neutral","sentiment_score":0.32665133476257324},{"text":"How may I help you today?","start":9.04,"end":10.34,"sentiment":"neutral","sentiment_score":0.29735077172517776},{"text":"Yes.","start":13.014999,"end":13.334999,"sentiment":"neutral","sentiment_score":0.04955802112817764},{"text":"This is Airtel Australia.","start":13.334999,"end":15.035,"sentiment":"neutral","sentiment_score":0.041116153821349144},{"text":"Oh, let me just go ahead and check on here first because we're having two direct numbers.","start":26.55,"end":33.29,"sentiment":"neutral","sentiment_score":0.014393033185864197}],"sentiment":"neutral","sentiment_score":0.09653705001498263,"num_words":30,"start":8.24,"end":33.29},{"sentences":[{"text":"What mhmm.","start":36.309998,"end":37.61,"sentiment":"neutral","sentiment_score":0.00317782920319587},{"text":"Mhmm.","start":39.19,"end":39.69,"sentiment":"neutral","sentiment_score":0.004068785812705755},{"text":"Two four, double six.","start":41.415,"end":43.594997,"sentiment":"neutral","sentiment_score":0.004032213881146163},{"text":"Let me check here.","start":45.975,"end":47.515,"sentiment":"neutral","sentiment_score":0.009883020306006074},{"text":"Yeah.","start":50.295,"end":50.695,"sentiment":"neutral","sentiment_score":0.0173087939620018}],"sentiment":"neutral","sentiment_score":0.006949514577475687,"num_words":12,"start":36.309998,"end":50.695},{"sentences":[{"text":"That's our tech support phone number.","start":50.695,"end":54.235,"sentiment":"neutral","sentiment_score":0.01540347933769226},{"text":"Yeah.","start":56.0,"end":56.5,"sentiment":"neutral","sentiment_score":0.003511045128107071},{"text":"Mhmm.","start":58.8,"end":59.3,"sentiment":"neutral","sentiment_score":-0.01596539281308651},{"text":"Mhmm.","start":59.76,"end":60.26,"sentiment":"neutral","sentiment_score":-0.0313580222427845},{"text":"Okay.","start":97.17,"end":97.67,"sentiment":"neutral","sentiment_score":-0.10814972221851347}],"sentiment":"neutral","sentiment_score":-0.005954121612012385,"num_words":10,"start":50.695,"end":97.67},{"sentences":[{"text":"I understand your frustration, but please allow me to answer your questions and give you clarification.","start":104.145,"end":110.564995,"sentiment":"neutral","sentiment_score":-0.14060979895293713},{"text":"First of all, I just wanted to confirm to whom I'm speaking with.","start":111.869995,"end":115.57,"sentiment":"neutral","sentiment_score":0.0237658079713583},{"text":"May you please verify your full name?","start":115.71,"end":118.45,"sentiment":"neutral","sentiment_score":0.012377480044960976},{"text":"Mhmm.","start":122.59,"end":123.09,"sentiment":"neutral","sentiment_score":0.0062484582886099815},{"text":"Thank you.","start":123.63,"end":126.445,"sentiment":"neutral","sentiment_score":0.04933914542198181}],"sentiment":"neutral","sentiment_score":-0.044852106927488096,"num_words":39,"start":104.145,"end":126.445},{"sentences":[{"text":"Okay.","start":126.445,"end":126.925,"sentiment":"neutral","sentiment_score":0.20454615354537964},{"text":"That's perfect.","start":126.925,"end":127.805,"sentiment":"positive","sentiment_score":0.501952514052391},{"text":"Nice to have you in the line, miss Luang.","start":127.805,"end":129.905,"sentiment":"positive","sentiment_score":0.6343389550844828},{"text":"So I do apologize.","start":130.365,"end":131.825,"sentiment":"neutral","sentiment_score":-0.013196141459047794},{"text":"Oh, number one, yes.","start":132.525,"end":134.145,"sentiment":"neutral","sentiment_score":0.02613709308207035}],"sentiment":"positive","sentiment_score":0.34846327919512987,"num_words":20,"start":126.445,"end":134.145},{"sentences":[{"text":"The phone number that you mentioned is our tech support phone number, and our office hours is Monday to Fridays from 9AM to 6PM.","start":134.445,"end":148.33,"sentiment":"neutral","sentiment_score":0.05800680311707159},{"text":"However, however, however, yesterday, our dedicated tech rep is not on the office.","start":148.79,"end":160.305,"sentiment":"neutral","sentiment_score":-0.3280727095328845},{"text":"That's the reason why your phone calls was not being answered.","start":160.92499,"end":165.90001,"sentiment":"neutral","sentiment_score":-0.2845946631648324},{"text":"And then today, yes, today, I just got a message from our tech rep that she spoke to you earlier, and then you had a phone call.","start":166.20001,"end":178.14,"sentiment":"neutral","sentiment_score":-0.01868743145907367},{"text":"You disconnect her, and then you you had a phone call, I believe, a phone call directly from a Supa representative, Supa Network.","start":178.265,"end":186.285,"sentiment":"neutral","sentiment_score":-0.06203092586087144}],"sentiment":"neutral","sentiment_score":-0.08096525702169355,"num_words":98,"start":134.445,"end":186.285},{"sentences":[{"text":"Right?","start":186.425,"end":186.925,"sentiment":"neutral","sentiment_score":0.014419637620449066},{"text":"And then, also, we received your ticket, and they are aware about this.","start":187.145,"end":192.93,"sentiment":"neutral","sentiment_score":-0.023191655699450236},{"text":"They are just the the tech rep is just currently taking a break and then said she will reach out to you after claiming back from break.","start":193.25,"end":203.67,"sentiment":"neutral","sentiment_score":-0.20349127385351393},{"text":"So we do apologize if yesterday your calls was not answered by the tech rep, but she's not around during that time.","start":204.37,"end":212.735,"sentiment":"negative","sentiment_score":-0.35237371108748694},{"text":"But today, your account is on priority.","start":213.035,"end":216.495,"sentiment":"neutral","sentiment_score":-0.004594934838158744}],"sentiment":"neutral","sentiment_score":-0.19379603526155864,"num_words":70,"start":186.425,"end":216.495},{"sentences":[{"text":"They are aware about your account status.","start":216.795,"end":219.455,"sentiment":"neutral","sentiment_score":0.040531200489827564},{"text":"They are trying to help you to connect.","start":219.595,"end":221.775,"sentiment":"neutral","sentiment_score":0.09990057349205017},{"text":"And then I could see in here even though I'm from accounts, I could see on here, I don't have any full access with any tech concern, but I do have a minimal access here that I could see in here that they even sent, like, a priority ticket to to the Supa network to resolve your connectivity issue since you are a new customer with Airtel.","start":222.05,"end":247.085,"sentiment":"neutral","sentiment_score":-0.17332033345948406},{"text":"Reason why the Supa network reach out to you.","start":247.46501,"end":250.685,"sentiment":"neutral","sentiment_score":-0.21531993316279519},{"text":"So if that your concern is never your You decided to cancel your service.","start":251.28,"end":259.78,"sentiment":"negative","sentiment_score":-0.3390175093497549}],"sentiment":"neutral","sentiment_score":-0.16393965599792346,"num_words":105,"start":216.795,"end":259.78},{"sentences":[{"text":"Okay.","start":259.84,"end":260.34,"sentiment":"neutral","sentiment_score":-0.060280941426754},{"text":"What was the Supa network mentioned?","start":260.48,"end":262.58002,"sentiment":"neutral","sentiment_score":-0.04391148375968138},{"text":"I'm not really sure about this, but they said they've offered you, like, a tech team to visit you.","start":263.12,"end":270.35498,"sentiment":"neutral","sentiment_score":-0.12987304518097326},{"text":"You want to cancel your service?","start":279.215,"end":281.395,"sentiment":"neutral","sentiment_score":-0.20989737287163734},{"text":"Yes.","start":327.97498,"end":328.47498,"sentiment":"neutral","sentiment_score":0.05071442946791649}],"sentiment":"neutral","sentiment_score":-0.12121234879349217,"num_words":33,"start":259.84,"end":328.47498},{"sentences":[{"text":"Mhmm.","start":330.055,"end":330.555,"sentiment":"neutral","sentiment_score":-0.1542433351278305},{"text":"Okay.","start":332.455,"end":332.955,"sentiment":"neutral","sentiment_score":-0.13778571784496307},{"text":"Yeah.","start":335.99,"end":336.15,"sentiment":"neutral","sentiment_score":-0.15174761414527893},{"text":"She's on a break.","start":336.15,"end":337.03,"sentiment":"neutral","sentiment_score":-0.22500180080533028},{"text":"I told you right.","start":337.03,"end":337.99,"sentiment":"neutral","sentiment_score":-0.15472397580742836}],"sentiment":"neutral","sentiment_score":-0.1784254339608279,"num_words":11,"start":330.055,"end":337.99},{"sentences":[{"text":"She's on a break.","start":337.99,"end":339.13,"sentiment":"neutral","sentiment_score":-0.2626422569155693},{"text":"Okay.","start":341.75,"end":342.25,"sentiment":"neutral","sentiment_score":-0.15581083297729492},{"text":"Sure.","start":342.39,"end":342.71,"sentiment":"neutral","sentiment_score":-0.042306359857320786},{"text":"And Sure.","start":342.71,"end":345.19,"sentiment":"neutral","sentiment_score":-0.04057278856635094},{"text":"We don't want to waste time as well on you.","start":345.19,"end":348.41,"sentiment":"neutral","sentiment_score":-0.24194788336753845}],"sentiment":"neutral","sentiment_score":-0.20829503507249886,"num_words":18,"start":337.99,"end":348.41},{"sentences":[{"text":"We appreciate your time that you spent, and we are still grateful that we spent the time with you.","start":348.76498,"end":355.985,"sentiment":"neutral","sentiment_score":0.17123660954989886},{"text":"That's the direct phone number.","start":387.82498,"end":389.345,"sentiment":"neutral","sentiment_score":-0.034517291188240054},{"text":"Okay?","start":389.345,"end":389.82498,"sentiment":"neutral","sentiment_score":0.007605861872434616},{"text":"We do have the general phone number, the 18024783 5.","start":389.82498,"end":396.45,"sentiment":"neutral","sentiment_score":0.009776765946298838},{"text":"But if you selected your concern, your concern's tech about technical, reason why your account, your call is being routed automatically to tech team.","start":396.75,"end":408.255,"sentiment":"neutral","sentiment_score":-0.20153033112486204}],"sentiment":"neutral","sentiment_score":-0.027973649155159118,"num_words":59,"start":348.76498,"end":408.255},{"sentences":[{"text":"But if you dial directly the phone number that you mentioned ends in 2466, that's being directed to the technical department, which is not around yesterday.","start":408.315,"end":419.935,"sentiment":"neutral","sentiment_score":-0.29243200014416987},{"text":"But anyways, I do respect your decision.","start":420.43,"end":423.25,"sentiment":"neutral","sentiment_score":0.2206131773335593},{"text":"If you would like to cancel this, our tech rep is already aware.","start":423.78998,"end":430.53,"sentiment":"neutral","sentiment_score":-0.24025609974677747},{"text":"They will check first what should be done to the free router we sent to you.","start":430.66998,"end":436.21,"sentiment":"neutral","sentiment_score":-0.09082984342239797},{"text":"She will call you once she came back from a break.","start":436.725,"end":440.585,"sentiment":"neutral","sentiment_score":-0.05242541872642257}],"sentiment":"neutral","sentiment_score":-0.15359213917630993,"num_words":73,"start":408.315,"end":440.585},{"sentences":[{"text":"Okay?","start":440.645,"end":441.145,"sentiment":"neutral","sentiment_score":-0.04372132569551468},{"text":"She will call you back.","start":441.925,"end":443.305,"sentiment":"neutral","sentiment_score":-0.06957288980484008},{"text":"I said I will check on them, and then they will get in touch with you about the router.","start":449.73,"end":456.95,"sentiment":"neutral","sentiment_score":-0.03470633786759878},{"text":"K?","start":458.05,"end":458.45,"sentiment":"neutral","sentiment_score":-0.0463826060295105},{"text":"Because they are the one resending this concern about the routers, the items, the devices that we are sending to the customer with the initial process to be connected to the service.","start":458.45,"end":471.915,"sentiment":"neutral","sentiment_score":-0.130078149959445}],"sentiment":"neutral","sentiment_score":-0.09068775170579038,"num_words":58,"start":440.645,"end":471.915},{"sentences":[{"text":"Let me check what time she will be back from the break.","start":471.915,"end":475.61502,"sentiment":"neutral","sentiment_score":-0.060884867794811726},{"text":"Bear with me here.","start":475.67502,"end":476.89502,"sentiment":"neutral","sentiment_score":-0.03499580966308713},{"text":"One moment.","start":477.79,"end":478.53,"sentiment":"neutral","sentiment_score":-0.020070865750312805},{"text":"One time.","start":479.71,"end":480.61002,"sentiment":"neutral","sentiment_score":-0.017595657147467136},{"text":"Okay.","start":482.67,"end":483.17,"sentiment":"neutral","sentiment_score":0.002236299216747284}],"sentiment":"neutral","sentiment_score":-0.044938018988995326,"num_words":21,"start":471.915,"end":483.17},{"sentences":[{"text":"She will be back 03:25PM.","start":486.83002,"end":490.53,"sentiment":"neutral","sentiment_score":-0.004984316043555736},{"text":"So she will call you back what to do with the router.","start":491.705,"end":496.365,"sentiment":"neutral","sentiment_score":-0.04475794934357206},{"text":"Okay?","start":497.305,"end":497.805,"sentiment":"neutral","sentiment_score":-0.023775648325681686},{"text":"They will already have the the tech rep, miss, the tech rep, do you remember the name that you spoke earlier when you disconnect and then answer the phone to Supa Network?","start":498.26498,"end":508.19,"sentiment":"neutral","sentiment_score":-0.06382128712721169},{"text":"It's our tech rep, Maureen, the one that you spoke earlier from no.","start":508.41,"end":517.29,"sentiment":"neutral","sentiment_score":-0.0531615073291155}],"sentiment":"neutral","sentiment_score":-0.052685292127231755,"num_words":63,"start":486.83002,"end":517.29},{"sentences":[{"text":"You you spoken to two diff you spoken to three three reps last night.","start":517.29,"end":522.425,"sentiment":"neutral","sentiment_score":-0.16455091536045074},{"text":"The the guy, it's from our tech, catering after hour support, giving after hour support when offices is closed.","start":523.76495,"end":535.46497,"sentiment":"neutral","sentiment_score":-0.1214802465156505},{"text":"Then today, you spoke to our tech rep, Airtel tech rep, Maureen.","start":536.07,"end":542.41003,"sentiment":"neutral","sentiment_score":-0.10584671422839165},{"text":"Then while talking to Maureen, you received a phone call from Supa Network Supa Network rep that they confirm what seems to be the problem with your connectivity.","start":543.11005,"end":555.665,"sentiment":"neutral","sentiment_score":-0.21843584520476206},{"text":"Okay?","start":559.165,"end":559.665,"sentiment":"neutral","sentiment_score":-0.10215097665786745}],"sentiment":"neutral","sentiment_score":-0.1635182798915618,"num_words":74,"start":517.29,"end":559.665},{"sentences":[{"text":"So there are two are Airtel and then the one Supa.","start":560.125,"end":563.08496,"sentiment":"neutral","sentiment_score":0.0037490733560513368},{"text":"Reason why Supa Network reached out to you directly because we sent a ticket.","start":563.08496,"end":567.42,"sentiment":"neutral","sentiment_score":0.014205230000827993},{"text":"The tech rep in Airtel sent a ticket, priority ticket.","start":567.95996,"end":572.06,"sentiment":"neutral","sentiment_score":0.006776764057576656},{"text":"Because we as much as we want, we would love you to be connected to the service.","start":572.44,"end":578.06,"sentiment":"positive","sentiment_score":0.3811500361737083},{"text":"But it just so happened that there is some issue confirmed by Supa Network itself.","start":578.27997,"end":584.255,"sentiment":"neutral","sentiment_score":-0.1451787496606509}],"sentiment":"neutral","sentiment_score":0.06880223936637614,"num_words":67,"start":560.125,"end":584.255},{"sentences":[{"text":"Right?","start":584.255,"end":584.755,"sentiment":"neutral","sentiment_score":-0.07733173668384552},{"text":"The and then they offered you, like, a tech rep to get visit to your address.","start":585.295,"end":590.83496,"sentiment":"neutral","sentiment_score":-0.054379956680350006},{"text":"But it seems like you denied it, and then you said you wanting to cancel your service instead, then you sent a ticket to us.","start":593.69,"end":601.45,"sentiment":"neutral","sentiment_score":-0.3213038831949234},{"text":"We are all aware about this because we you are your account is on top priority since we received your activation order.","start":601.45,"end":609.90497,"sentiment":"neutral","sentiment_score":-0.023081692612983963},{"text":"It doesn't it doesn't like this, that we received your order, then that's it.","start":612.20496,"end":616.38495,"sentiment":"neutral","sentiment_score":-0.3116945666926248}],"sentiment":"neutral","sentiment_score":-0.17758370890544775,"num_words":78,"start":584.255,"end":616.38495},{"sentences":[{"text":"We sent you the router.","start":616.605,"end":617.805,"sentiment":"neutral","sentiment_score":-0.08123956546187401},{"text":"That's it.","start":617.805,"end":618.285,"sentiment":"neutral","sentiment_score":-0.0846933051943779},{"text":"No.","start":618.285,"end":618.72,"sentiment":"negative","sentiment_score":-0.33395183086395264},{"text":"We are on top of priority with every customers that it's not being connected to the service.","start":619.19995,"end":626.63995,"sentiment":"neutral","sentiment_score":-0.26352614865583535},{"text":"Because our purpose is to give you the best service to be connected as soon as possible, the best way we can.","start":626.63995,"end":633.86,"sentiment":"neutral","sentiment_score":0.062334244562820953}],"sentiment":"neutral","sentiment_score":-0.0854920726665791,"num_words":47,"start":616.605,"end":633.86},{"sentences":[{"text":"Wait for the tech rep to call you back once she came back from lunch to confirm what to do to the router that we provided to you for free since you are requesting to cancel your service.","start":637.835,"end":649.85504,"sentiment":"neutral","sentiment_score":-0.15653589524720846},{"text":"Yes.","start":653.97003,"end":654.47003,"sentiment":"neutral","sentiment_score":0.022341908887028698},{"text":"Just wait.","start":654.61,"end":655.41003,"sentiment":"neutral","sentiment_score":-0.008313378319144249},{"text":"She will call you back.","start":655.41003,"end":656.87,"sentiment":"neutral","sentiment_score":-0.030433761328458785},{"text":"Alright?","start":658.77,"end":659.27,"sentiment":"neutral","sentiment_score":0.03146970644593239}],"sentiment":"neutral","sentiment_score":-0.12900740356045834,"num_words":47,"start":637.835,"end":659.27},{"sentences":[{"text":"And, again, we do apologize for what happened, but we are taking an action on this.","start":661.33,"end":666.765,"sentiment":"neutral","sentiment_score":-0.14210326969623566},{"text":"We're We will check that with the accounts head and then get back to you.","start":667.705,"end":680.96,"sentiment":"neutral","sentiment_score":-0.05646717374523481},{"text":"Yeah.","start":683.18,"end":683.68,"sentiment":"neutral","sentiment_score":0.04768539220094681},{"text":"Alright.","start":685.98,"end":686.48,"sentiment":"neutral","sentiment_score":0.12542012333869934},{"text":"Talk to you soon by our tech rep.","start":686.54,"end":688.8,"sentiment":"neutral","sentiment_score":0.07169446581974626}],"sentiment":"neutral","sentiment_score":-0.057902406810260404,"num_words":41,"start":661.33,"end":688.8},{"sentences":[{"text":"Okay.","start":693.14496,"end":693.64496,"sentiment":"neutral","sentiment_score":-0.02207859233021736},{"text":"I've already checked the time, and let me go back again the time that she will coming back.","start":694.58496,"end":699.325,"sentiment":"neutral","sentiment_score":0.006983638223674562},{"text":"03:25PM.","start":699.865,"end":702.125,"sentiment":"neutral","sentiment_score":0.02030240371823311},{"text":"Just allow ten to fifteen minutes more today 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Hello? Yeah. Is this Airtel? Okay. Okay. And first question is, I got phone number that is 0391212466. Is that your number? 03 91212 466, 66. Okay. Because I have a new customer of you, and I tried to connect my in in my Internet, but this no work. I call this number. During the daytime, nobody answers. Nobody answers from yesterday. And I tried this today for lots of times, but, yes, no nobody answer. And but last night, actually, the 12:30 in the morning, somebody called me and then sent me one message. What that mean? There's nobody work at daytime, and they they can work at night. My name is Lu Wang. First name is l u. W surname is w a n g. Yes. Yes. Yesterday, I called So what about today? What about today? Yes. Yes. Yes. I I decide I decided to cancel my service. Yeah. Yes. Oh, I I I don't know whether I still need, but I want to cancel the Airtel service. Yeah. I think I can I can change another provider, but, yeah, I need to I I I need to cancel it? Yes. Since I received the router, maybe which day? I forgot. From yesterday, I tried to connect connect the Internet, but I missed the issue. And I tried to contact you, but nobody answer. And last night, I received the call, a missed call and the message. Yes. You you I got one one number that is 04040403. Yeah. That is a assistance. Yeah. A guy a guy helped me. Yeah. But no work. No work. And today, I tried to call you again. Nobody answer. Yeah. I don't I don't I don't want to waste time. I don't want to waste time. I I yeah. I just need to cancel it. Yeah. If if I can if if the number, 9121, that number, no work, you can send me the message. I can I can call you this number, the 118 yeah? I this number straight away. Do you know what I mean? 1800. That number. Yeah. I I I I can I can somebody can answer me? But why the message always send the that number? Yeah. Yeah. But I don't know. Yes. So what do you mean? What do you mean? I I need to return the reducer to you. Who? She is she from your company or super or Superworks? Yeah. Mhmm. So what can I do now? Okay. Only wait. Okay. Okay. So I and and and one thing is if I cancel my service, so can I get the refund for the Oh, okay? Alright. No problem. Alright. So so so when when when she will call me? Today. Okay. No worries. Mhmm. Okay. 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Hello? Yeah. Is this Airtel? Okay.\n\nOkay. And first question is, I got phone number that is 0391212466. Is that your number? 03 91212 466, 66. Okay.\n\nBecause I have a new customer of you, and I tried to connect my in in my Internet, but this no work. I call this number. During the daytime, nobody answers. Nobody answers from yesterday. And I tried this today for lots of times, but, yes, no nobody answer.\n\nAnd but last night, actually, the 12:30 in the morning, somebody called me and then sent me one message. What that mean? There's nobody work at daytime, and they they can work at night. My name is Lu Wang. First name is l u.\n\nW surname is w a n g. Yes. Yes. Yesterday, I called So what about today? What about today?\n\nYes. Yes. Yes. I I decide I decided to cancel my service. Yeah.\n\nYes. Oh, I I I don't know whether I still need, but I want to cancel the Airtel service. Yeah. I think I can I can change another provider, but, yeah, I need to I I I need to cancel it? Yes.\n\nSince I received the router, maybe which day? I forgot. From yesterday, I tried to connect connect the Internet, but I missed the issue. And I tried to contact you, but nobody answer. And last night, I received the call, a missed call and the message.\n\nYes. You you I got one one number that is 04040403. Yeah. That is a assistance. Yeah.\n\nA guy a guy helped me. Yeah. But no work. No work. And today, I tried to call you again.\n\nNobody answer. Yeah. I don't I don't I don't want to waste time. I don't want to waste time. I I yeah.\n\nI just need to cancel it. Yeah. If if I can if if the number, 9121, that number, no work, you can send me the message. I can I can call you this number, the 118 yeah? I this number straight away.\n\nDo you know what I mean? 1800. That number. Yeah. I I I I can I can somebody can answer me?\n\nBut why the message always send the that number? Yeah. Yeah. But I don't know. Yes.\n\nSo what do you mean? What do you mean? I I need to return the reducer to you. Who? She is she from your company or super or Superworks?\n\nYeah. Mhmm. So what can I do now? Okay. Only wait.\n\nOkay. Okay. So I and and and one thing is if I cancel my service, so can I get the refund for the Oh, okay? Alright. No problem.\n\nAlright. So so so when when when she will call me? Today. Okay. No worries.\n\nMhmm. Okay. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.72,"end":3.22,"sentiment":"positive","sentiment_score":0.5776772499084473},{"text":"Hello?","start":6.24,"end":6.74,"sentiment":"neutral","sentiment_score":0.16328483819961548},{"text":"Yeah.","start":10.559999,"end":10.96,"sentiment":"neutral","sentiment_score":0.0507730096578598},{"text":"Is this Airtel?","start":10.96,"end":12.0199995,"sentiment":"neutral","sentiment_score":0.03267295596500238},{"text":"Okay.","start":14.465,"end":14.965,"sentiment":"neutral","sentiment_score":0.042272403836250305}],"sentiment":"neutral","sentiment_score":0.13314662421388285,"num_words":7,"start":2.72,"end":14.965},{"sentences":[{"text":"Okay.","start":15.985001,"end":16.485,"sentiment":"neutral","sentiment_score":0.03869466111063957},{"text":"And first question is, I got phone number that is 0391212466.","start":16.705,"end":24.544998,"sentiment":"neutral","sentiment_score":0.02681430107490583},{"text":"Is that your number?","start":24.545,"end":25.685,"sentiment":"neutral","sentiment_score":0.022557254880666733},{"text":"03 91212 466, 66.","start":35.73,"end":43.975,"sentiment":"neutral","sentiment_score":0.003818131284788251},{"text":"Okay.","start":54.995,"end":55.495,"sentiment":"neutral","sentiment_score":0.01738230511546135}],"sentiment":"neutral","sentiment_score":0.021739801081518333,"num_words":21,"start":15.985001,"end":55.495},{"sentences":[{"text":"Because I have a new customer of you, and I tried to connect my in in my Internet, but this no work.","start":56.0,"end":67.12,"sentiment":"neutral","sentiment_score":-0.1320079764012586},{"text":"I call this number.","start":67.12,"end":68.42,"sentiment":"neutral","sentiment_score":-0.18623467162251472},{"text":"During the daytime, nobody answers.","start":68.895,"end":71.715,"sentiment":"neutral","sentiment_score":-0.32463251054286957},{"text":"Nobody answers from yesterday.","start":72.255,"end":74.674995,"sentiment":"negative","sentiment_score":-0.34626607596874237},{"text":"And I tried this today for lots of times, but, yes, no nobody answer.","start":75.215,"end":80.674995,"sentiment":"neutral","sentiment_score":-0.25148398535592215}],"sentiment":"neutral","sentiment_score":-0.2077166697732648,"num_words":49,"start":56.0,"end":80.674995},{"sentences":[{"text":"And but last night, actually, the 12:30 in the morning, somebody called me and then sent me one message.","start":81.21,"end":93.71,"sentiment":"neutral","sentiment_score":-0.24500939955836848},{"text":"What that mean?","start":95.545,"end":96.525,"sentiment":"neutral","sentiment_score":-0.16193059583504996},{"text":"There's nobody work at daytime, and they they can work at night.","start":97.305,"end":103.085,"sentiment":"neutral","sentiment_score":-0.23945823684334755},{"text":"My name is Lu Wang.","start":119.14,"end":120.5,"sentiment":"neutral","sentiment_score":0.008730919286608695},{"text":"First name is l u.","start":120.5,"end":122.04,"sentiment":"neutral","sentiment_score":0.01060539186000824}],"sentiment":"neutral","sentiment_score":-0.17994971967048265,"num_words":44,"start":81.21,"end":122.04},{"sentences":[{"text":"W surname is w a n g.","start":123.305,"end":126.285,"sentiment":"neutral","sentiment_score":0.038997262184109004},{"text":"Yes.","start":147.95999,"end":148.36,"sentiment":"neutral","sentiment_score":0.061745256185531616},{"text":"Yes.","start":148.36,"end":148.86,"sentiment":"neutral","sentiment_score":-0.000877278100233525},{"text":"Yesterday, I called So what about today?","start":149.115,"end":164.335,"sentiment":"neutral","sentiment_score":-0.13623303174972534},{"text":"What about today?","start":165.98999,"end":167.29,"sentiment":"neutral","sentiment_score":-0.09106569240490596}],"sentiment":"neutral","sentiment_score":-0.04699892032045969,"num_words":19,"start":123.305,"end":167.29},{"sentences":[{"text":"Yes.","start":177.34999,"end":177.84999,"sentiment":"neutral","sentiment_score":0.013364067301154137},{"text":"Yes.","start":178.54999,"end":179.04999,"sentiment":"neutral","sentiment_score":-0.03477612882852554},{"text":"Yes.","start":191.45499,"end":191.95499,"sentiment":"neutral","sentiment_score":0.017968425527215004},{"text":"I I decide I decided to cancel my service.","start":252.37,"end":256.31,"sentiment":"negative","sentiment_score":-0.46796560949749416},{"text":"Yeah.","start":259.09,"end":259.59,"sentiment":"neutral","sentiment_score":-0.1489938348531723}],"sentiment":"negative","sentiment_score":-0.33570215048698276,"num_words":13,"start":177.34999,"end":259.59},{"sentences":[{"text":"Yes.","start":260.255,"end":260.755,"sentiment":"neutral","sentiment_score":-0.0255857203155756},{"text":"Oh, I I I don't know whether I still need, but I want to cancel the Airtel service.","start":269.29498,"end":278.1,"sentiment":"neutral","sentiment_score":-0.2652115258905623},{"text":"Yeah.","start":280.88,"end":281.38,"sentiment":"neutral","sentiment_score":-0.10544873028993608},{"text":"I think I can I can change another provider, but, yeah, I need to I I I need to cancel it?","start":281.44,"end":289.295,"sentiment":"neutral","sentiment_score":-0.12455034823644728},{"text":"Yes.","start":289.295,"end":289.795,"sentiment":"neutral","sentiment_score":0.003971967846155167}],"sentiment":"neutral","sentiment_score":-0.17896255385130644,"num_words":42,"start":260.255,"end":289.795},{"sentences":[{"text":"Since I received the router, maybe which day?","start":291.21503,"end":296.415,"sentiment":"neutral","sentiment_score":-0.05324830487370491},{"text":"I forgot.","start":296.415,"end":297.075,"sentiment":"neutral","sentiment_score":-0.17422600090503693},{"text":"From yesterday, I tried to connect connect the Internet, but I missed the issue.","start":298.095,"end":307.40997,"sentiment":"neutral","sentiment_score":-0.2002617892410074},{"text":"And I tried to contact you, but nobody answer.","start":307.62997,"end":310.93,"sentiment":"neutral","sentiment_score":-0.25250913037194145},{"text":"And last night, I received the call, a missed call and the message.","start":311.31,"end":316.485,"sentiment":"neutral","sentiment_score":-0.18478421981518084}],"sentiment":"neutral","sentiment_score":-0.1794104461112748,"num_words":46,"start":291.21503,"end":316.485},{"sentences":[{"text":"Yes.","start":317.985,"end":318.305,"sentiment":"neutral","sentiment_score":0.022106030955910683},{"text":"You you I got one one number that is 04040403.","start":318.305,"end":325.04498,"sentiment":"neutral","sentiment_score":0.02122489046305418},{"text":"Yeah.","start":325.425,"end":325.66498,"sentiment":"neutral","sentiment_score":0.0690281093120575},{"text":"That is a assistance.","start":325.66498,"end":326.88498,"sentiment":"neutral","sentiment_score":0.08501993678510189},{"text":"Yeah.","start":327.26498,"end":327.585,"sentiment":"neutral","sentiment_score":0.03992359712719917}],"sentiment":"neutral","sentiment_score":0.04019919936271275,"num_words":17,"start":317.985,"end":327.585},{"sentences":[{"text":"A guy a guy helped me.","start":327.585,"end":329.53,"sentiment":"neutral","sentiment_score":0.03357841198643049},{"text":"Yeah.","start":329.53,"end":329.93002,"sentiment":"neutral","sentiment_score":-0.032598190009593964},{"text":"But no work.","start":329.93002,"end":330.89,"sentiment":"neutral","sentiment_score":-0.2724507103363673},{"text":"No work.","start":330.89,"end":331.63,"sentiment":"negative","sentiment_score":-0.3497856557369232},{"text":"And today, I tried to call you again.","start":332.01,"end":334.19,"sentiment":"neutral","sentiment_score":-0.1901993602514267}],"sentiment":"neutral","sentiment_score":-0.14348230212926866,"num_words":20,"start":327.585,"end":334.19},{"sentences":[{"text":"Nobody answer.","start":334.49002,"end":335.47,"sentiment":"negative","sentiment_score":-0.36167341470718384},{"text":"Yeah.","start":336.17,"end":336.67,"sentiment":"neutral","sentiment_score":-0.14767834544181824},{"text":"I don't I don't I don't want to waste time.","start":338.25,"end":340.99503,"sentiment":"negative","sentiment_score":-0.3842599928379059},{"text":"I don't want to waste time.","start":340.99503,"end":342.27502,"sentiment":"neutral","sentiment_score":-0.2957041834791501},{"text":"I I yeah.","start":342.27502,"end":342.915,"sentiment":"neutral","sentiment_score":-0.08637712895870209}],"sentiment":"neutral","sentiment_score":-0.306680981408466,"num_words":22,"start":334.49002,"end":342.915},{"sentences":[{"text":"I just need to cancel it.","start":342.915,"end":344.355,"sentiment":"neutral","sentiment_score":-0.16233902672926584},{"text":"Yeah.","start":344.355,"end":344.855,"sentiment":"neutral","sentiment_score":-0.03125729411840439},{"text":"If if I can if if the number, 9121, that number, no work, you can send me the message.","start":352.99503,"end":363.06,"sentiment":"neutral","sentiment_score":-0.041440920316075026},{"text":"I can I can call you this number, the 118 yeah?","start":363.06,"end":368.82,"sentiment":"neutral","sentiment_score":-0.005396940322084861},{"text":"I this number straight away.","start":368.82,"end":371.505,"sentiment":"neutral","sentiment_score":-0.04448587000370026}],"sentiment":"neutral","sentiment_score":-0.049392015096687135,"num_words":42,"start":342.915,"end":371.505},{"sentences":[{"text":"Do you know what I mean?","start":372.365,"end":373.585,"sentiment":"neutral","sentiment_score":-0.057060533513625465},{"text":"1800.","start":373.645,"end":375.025,"sentiment":"neutral","sentiment_score":-0.01619073376059532},{"text":"That number.","start":375.085,"end":375.885,"sentiment":"neutral","sentiment_score":-0.019528920762240887},{"text":"Yeah.","start":375.885,"end":376.385,"sentiment":"neutral","sentiment_score":-0.013674798421561718},{"text":"I I I I can I can somebody can answer me?","start":376.525,"end":381.585,"sentiment":"neutral","sentiment_score":-0.03860194371505217}],"sentiment":"neutral","sentiment_score":-0.039805140745426924,"num_words":21,"start":372.365,"end":381.585},{"sentences":[{"text":"But why the message always send the that number?","start":382.25,"end":385.95,"sentiment":"neutral","sentiment_score":-0.17815530217356151},{"text":"Yeah.","start":395.775,"end":396.275,"sentiment":"neutral","sentiment_score":0.006488516926765442},{"text":"Yeah.","start":396.655,"end":397.055,"sentiment":"neutral","sentiment_score":-0.006121661514043808},{"text":"But I don't know.","start":397.055,"end":398.275,"sentiment":"neutral","sentiment_score":-0.10288210120052099},{"text":"Yes.","start":427.395,"end":427.895,"sentiment":"neutral","sentiment_score":-0.1431780755519867}],"sentiment":"neutral","sentiment_score":-0.13485858403146267,"num_words":16,"start":382.25,"end":427.895},{"sentences":[{"text":"So what do you mean?","start":441.0,"end":442.14,"sentiment":"neutral","sentiment_score":-0.07763071209192277},{"text":"What do you mean?","start":442.28,"end":443.08002,"sentiment":"neutral","sentiment_score":-0.08049269579350948},{"text":"I I need to return the reducer to you.","start":443.08002,"end":446.38,"sentiment":"neutral","sentiment_score":-0.16314060654905108},{"text":"Who?","start":498.43,"end":498.93,"sentiment":"neutral","sentiment_score":-0.05717489495873451},{"text":"She is she from your company or super or Superworks?","start":511.865,"end":516.285,"sentiment":"neutral","sentiment_score":-0.06890927515923977}],"sentiment":"neutral","sentiment_score":-0.1008502568664222,"num_words":29,"start":441.0,"end":516.285},{"sentences":[{"text":"Yeah.","start":532.865,"end":533.365,"sentiment":"neutral","sentiment_score":-0.12637534737586975},{"text":"Mhmm.","start":533.665,"end":534.165,"sentiment":"neutral","sentiment_score":-0.20039495825767517},{"text":"So what can I do now?","start":635.305,"end":636.765,"sentiment":"neutral","sentiment_score":-0.0818943257133166},{"text":"Okay.","start":651.28,"end":651.78,"sentiment":"neutral","sentiment_score":-0.02774577960371971},{"text":"Only wait.","start":652.0,"end":652.875,"sentiment":"neutral","sentiment_score":-0.05179695226252079}],"sentiment":"neutral","sentiment_score":-0.0863159949129278,"num_words":11,"start":532.865,"end":652.875},{"sentences":[{"text":"Okay.","start":657.355,"end":657.855,"sentiment":"neutral","sentiment_score":0.01449977234005928},{"text":"Okay.","start":661.435,"end":661.915,"sentiment":"neutral","sentiment_score":-0.0003310255706310272},{"text":"So I and and and one thing is if I cancel my service, so can I get the refund for the Oh, okay?","start":661.915,"end":682.645,"sentiment":"neutral","sentiment_score":-0.1257527424427478},{"text":"Alright.","start":684.145,"end":684.625,"sentiment":"neutral","sentiment_score":0.09396710246801376},{"text":"No problem.","start":684.625,"end":685.365,"sentiment":"neutral","sentiment_score":0.15730895102024078}],"sentiment":"neutral","sentiment_score":-0.08819854731804558,"num_words":28,"start":657.355,"end":685.365},{"sentences":[{"text":"Alright.","start":687.105,"end":687.605,"sentiment":"neutral","sentiment_score":0.08305694162845612},{"text":"So so so when when when she will call me?","start":688.145,"end":690.885,"sentiment":"neutral","sentiment_score":0.0009570464491844178},{"text":"Today.","start":704.24896,"end":704.74896,"sentiment":"neutral","sentiment_score":0.03125021234154701},{"text":"Okay.","start":707.12897,"end":707.36896,"sentiment":"neutral","sentiment_score":0.028203580528497696},{"text":"No worries.","start":707.36896,"end":708.10895,"sentiment":"neutral","sentiment_score":-0.1552426442503929}],"sentiment":"neutral","sentiment_score":-0.010560272634029389,"num_words":15,"start":687.105,"end":708.10895},{"sentences":[{"text":"Mhmm.","start":708.24896,"end":708.72894,"sentiment":"neutral","sentiment_score":-0.04062780365347862},{"text":"Okay.","start":708.72894,"end":709.2089,"sentiment":"neutral","sentiment_score":0.02190057933330536},{"text":"Bye.","start":709.2089,"end":709.7089,"sentiment":"neutral","sentiment_score":-0.13425323367118835}],"sentiment":"neutral","sentiment_score":-0.05099348599712054,"num_words":3,"start":708.24896,"end":709.7089}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. Thank you so much for calling\n\nChannel 1: Hi.\n\nChannel 0: Airtel accounts. How may I help you today?\n\nChannel 1: Hello?\n\nChannel 0: Hi. Good afternoon. How may I help you today?\n\nChannel 1: Yeah. Is this Airtel?\n\nChannel 0: Yes. This is Airtel\n\nChannel 1: Okay.\n\nChannel 0: Australia.\n\nChannel 1: Okay. And first question is, I got phone number that is 0391212466. Is that your number?\n\nChannel 0: Oh, let me just go ahead and check on here first because we're having two direct numbers.\n\nChannel 1: 03\n\nChannel 0: What mhmm.\n\nChannel 1: 91212\n\nChannel 0: Mhmm.\n\nChannel 1: 466,\n\nChannel 0: Two four, double six.\n\nChannel 1: 66.\n\nChannel 0: Let me check here. Yeah. That's our tech support phone number.\n\nChannel 1: Okay. Because\n\nChannel 0: Yeah.\n\nChannel 1: I have a new customer of you,\n\nChannel 0: Mhmm.\n\nChannel 1: and\n\nChannel 0: Mhmm.\n\nChannel 1: I tried to connect my in in my Internet, but this no work. I call this number. During the daytime, nobody answers. Nobody answers from yesterday. And I tried this today for lots of times, but, yes, no nobody answer.\n\nAnd but last night, actually, the 12:30 in the morning, somebody called me and then sent me one message. What that mean?\n\nChannel 0: Okay.\n\nChannel 1: There's nobody work at daytime, and they they can work at night.\n\nChannel 0: I understand your frustration, but please allow me to answer your questions and give you clarification. First of all, I just wanted to confirm to whom I'm speaking with. May you please verify your full name?\n\nChannel 1: My name is Lu Wang. First name is l u.\n\nChannel 0: Mhmm.\n\nChannel 1: W\n\nChannel 0: Thank\n\nChannel 1: surname is w a n g.\n\nChannel 0: you. Okay. That's perfect. Nice to have you in the line, miss Luang. So I do apologize.\n\nOh, number one, yes. The phone number that you mentioned is our tech support phone number, and our office hours is Monday to Fridays from 9AM to 6PM.\n\nChannel 1: Yes. Yes.\n\nChannel 0: However,\n\nChannel 1: Yesterday, I called\n\nChannel 0: however, however, yesterday, our dedicated tech rep is not on the office. That's the reason why your phone\n\nChannel 1: So what about\n\nChannel 0: calls\n\nChannel 1: today?\n\nChannel 0: was not being answered.\n\nChannel 1: What\n\nChannel 0: And then\n\nChannel 1: about today?\n\nChannel 0: today, yes, today, I just got a message from our tech rep that she spoke to you earlier, and then you had a phone\n\nChannel 1: Yes.\n\nChannel 0: call. You\n\nChannel 1: Yes.\n\nChannel 0: disconnect her, and then you you had a phone call, I believe, a phone call directly from a Supa representative, Supa Network. Right? And then, also, we received your ticket, and\n\nChannel 1: Yes.\n\nChannel 0: they are aware about this. They are just the the tech rep is just currently taking a break and then said she will reach out to you after claiming back from break. So we do apologize if yesterday your calls was not answered by the tech rep, but she's not around during that time. But today, your account is on priority. They are aware about your account status.\n\nThey are trying to help you to connect. And then I could see in here even though I'm from accounts, I could see on here, I don't have any full access with any tech concern, but I do have a minimal access here that I could see in here that they even sent, like, a priority ticket to to the Supa network to resolve your connectivity issue since you are a new customer with Airtel. Reason why the Supa network reach out to you. So if that your\n\nChannel 1: I\n\nChannel 0: concern is never\n\nChannel 1: I decide\n\nChannel 0: your\n\nChannel 1: I decided to cancel my service.\n\nChannel 0: You decided to cancel your\n\nChannel 1: Yeah.\n\nChannel 0: service. Okay.\n\nChannel 1: Yes.\n\nChannel 0: What was the Supa network mentioned? I'm not really sure about this, but they said they've offered you, like, a tech team\n\nChannel 1: Oh,\n\nChannel 0: to visit\n\nChannel 1: I\n\nChannel 0: you.\n\nChannel 1: I I don't know whether I still need, but I want to cancel the Airtel service.\n\nChannel 0: You want to cancel your\n\nChannel 1: Yeah.\n\nChannel 0: service?\n\nChannel 1: I think I can I can change another provider, but, yeah, I need to I I I need to cancel it? Yes. Since I received the router, maybe which day? I forgot. From yesterday, I tried to connect connect the Internet, but I missed the issue.\n\nAnd I tried to contact you, but nobody answer. And last night, I received the call, a missed call and the message. Yes. You you I got one one number that is 04040403. Yeah.\n\nThat is a assistance. Yeah. A guy\n\nChannel 0: Yes.\n\nChannel 1: a guy helped me. Yeah. But\n\nChannel 0: Mhmm.\n\nChannel 1: no work. No work. And today,\n\nChannel 0: Okay.\n\nChannel 1: I tried to call you again. Nobody answer.\n\nChannel 0: Yeah. She's\n\nChannel 1: Yeah.\n\nChannel 0: on a break. I told you right. She's\n\nChannel 1: I\n\nChannel 0: on\n\nChannel 1: don't\n\nChannel 0: a break.\n\nChannel 1: I don't I don't want to waste time. I don't want to waste\n\nChannel 0: Okay.\n\nChannel 1: time. I\n\nChannel 0: Sure.\n\nChannel 1: I yeah.\n\nChannel 0: And\n\nChannel 1: I just need to cancel it. Yeah.\n\nChannel 0: Sure. We don't want to waste time as well on you. We appreciate your time that you spent, and we are still grateful\n\nChannel 1: If\n\nChannel 0: that we spent the time\n\nChannel 1: if\n\nChannel 0: with\n\nChannel 1: I\n\nChannel 0: you.\n\nChannel 1: can if if the number, 9121, that number, no work, you can send me the message. I can I can call you this number, the 118 yeah? I this number straight away. Do you know what I mean? 1800.\n\nThat number. Yeah. I I I I can I can somebody can answer me? But why the message always send the that number?\n\nChannel 0: That's the direct phone number. Okay? We do have the general phone number, the 18024783\n\nChannel 1: Yeah.\n\nChannel 0: 5.\n\nChannel 1: Yeah.\n\nChannel 0: But if\n\nChannel 1: But I\n\nChannel 0: you\n\nChannel 1: don't know.\n\nChannel 0: selected your concern, your concern's tech about technical, reason why your account, your call is being routed automatically to tech team. But if you dial directly the phone number that you mentioned ends in 2466, that's being directed to the technical department, which is not around yesterday. But anyways, I do respect your decision. If you would like to cancel this,\n\nChannel 1: Yes.\n\nChannel 0: our tech rep is already aware. They will check first what should be done to the free router we sent to you. She will call you once she came back from a break. Okay?\n\nChannel 1: So what do you mean?\n\nChannel 0: She will\n\nChannel 1: What\n\nChannel 0: call\n\nChannel 1: do\n\nChannel 0: you\n\nChannel 1: you mean?\n\nChannel 0: back.\n\nChannel 1: I I need to return the reducer to you.\n\nChannel 0: I said I will check on them, and then they will get in touch with you about the router. K? Because they are the one resending this concern about the routers, the items, the devices that we are sending to the customer with the initial process to be connected to the service. Let me check what time she will be back from the break. Bear with me here.\n\nOne moment. One time. Okay. She will be back 03:25PM. So she will call you back what to do with the router.\n\nOkay? They\n\nChannel 1: Who?\n\nChannel 0: will already have the the tech rep, miss, the tech rep, do you remember the name that you spoke earlier when you disconnect and then answer the phone to Supa Network? It's our tech rep, Maureen, the one that you spoke earlier\n\nChannel 1: She is she\n\nChannel 0: from\n\nChannel 1: from your company or super or Superworks?\n\nChannel 0: no. You you spoken to two diff you spoken to three three reps last night. The the guy, it's from our tech, catering after hour support, giving after hour support\n\nChannel 1: Yeah. Mhmm.\n\nChannel 0: when offices is closed. Then today, you spoke to our tech rep, Airtel tech rep, Maureen. Then while talking to Maureen, you received a phone call from Supa Network Supa Network rep that they confirm what seems to be the problem with your connectivity. Okay? So there are two are Airtel and then the one Supa.\n\nReason why Supa Network reached out to you directly because we sent a ticket. The tech rep in Airtel sent a ticket, priority ticket. Because we as much as we want, we would love you to be connected to the service. But it just so happened that there is some issue confirmed by Supa Network itself. Right?\n\nThe and then they offered you, like, a tech rep to get visit to your address. But it seems like you denied it, and then you said you wanting to cancel your service instead, then you sent a ticket to us. We are all aware about this because we you are your account is on top priority since we received your activation order. It doesn't it doesn't like this, that we received your order, then that's it. We sent you the router.\n\nThat's it. No. We are on top of priority with every customers that it's not being connected to the service. Because our purpose is to give you the best service to be connected as soon as possible, the best way we can.\n\nChannel 1: So what can I do now?\n\nChannel 0: Wait for the tech rep to call you back once she came back from lunch to confirm what to do to the router that we provided to you for free since you are requesting to cancel your service.\n\nChannel 1: Okay. Only wait.\n\nChannel 0: Yes. Just wait. She will call you back.\n\nChannel 1: Okay.\n\nChannel 0: Alright? And,\n\nChannel 1: Okay.\n\nChannel 0: again,\n\nChannel 1: So\n\nChannel 0: we do\n\nChannel 1: I\n\nChannel 0: apologize\n\nChannel 1: and\n\nChannel 0: for what happened,\n\nChannel 1: and\n\nChannel 0: but we are taking an action on this.\n\nChannel 1: and\n\nChannel 0: We're\n\nChannel 1: one thing is if I cancel my service, so can I get the refund for the\n\nChannel 0: We will check that with the accounts head and then get back to you.\n\nChannel 1: Oh, okay?\n\nChannel 0: Yeah.\n\nChannel 1: Alright. No problem.\n\nChannel 0: Alright. Talk to you\n\nChannel 1: Alright.\n\nChannel 0: soon by our tech\n\nChannel 1: So\n\nChannel 0: rep.\n\nChannel 1: so so when when when she will call me?\n\nChannel 0: Okay. I've already checked the time, and let me go back again the time that she will coming back. 03:25PM. Just allow ten\n\nChannel 1: Today.\n\nChannel 0: to fifteen minutes more today\n\nChannel 1: Okay. No\n\nChannel 0: today.\n\nChannel 1: worries.\n\nChannel 0: Okay?\n\nChannel 1: Mhmm. Okay. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.56,"end":0.88,"sentiment":"neutral","sentiment_score":0.30903881788253784},{"text":"Good afternoon.","start":0.88,"end":1.5999999,"sentiment":"positive","sentiment_score":0.525299683213234},{"text":"Thank you so much for calling","start":1.5999999,"end":2.96,"sentiment":"positive","sentiment_score":0.6910002827644348}],"sentiment":"positive","sentiment_score":0.6117377645439572,"channel":0,"num_words":9,"start":0.56,"end":2.96},{"sentences":[{"text":"Hi.","start":2.72,"end":3.22,"sentiment":"positive","sentiment_score":0.5776772499084473}],"sentiment":"positive","sentiment_score":0.5776772499084473,"channel":1,"num_words":1,"start":2.72,"end":3.22},{"sentences":[{"text":"Airtel accounts.","start":2.96,"end":3.84,"sentiment":"positive","sentiment_score":0.45606258511543274},{"text":"How may I help you 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your number?","start":24.545,"end":25.685,"sentiment":"neutral","sentiment_score":0.022557254880666733}],"sentiment":"neutral","sentiment_score":0.026492562028579414,"channel":1,"num_words":16,"start":15.985001,"end":25.685},{"sentences":[{"text":"Oh, let me just go ahead and check on here first because we're having two direct numbers.","start":26.55,"end":33.29,"sentiment":"neutral","sentiment_score":0.014393033185864197}],"sentiment":"neutral","sentiment_score":0.014393033185864197,"channel":0,"num_words":17,"start":26.55,"end":33.29},{"sentences":[{"text":"03","start":35.73,"end":36.629997,"sentiment":"neutral","sentiment_score":0.004495879635214806}],"sentiment":"neutral","sentiment_score":0.004495879635214806,"channel":1,"num_words":1,"start":35.73,"end":36.629997},{"sentences":[{"text":"What 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six.","start":41.415,"end":43.594997,"sentiment":"neutral","sentiment_score":0.004032213881146163}],"sentiment":"neutral","sentiment_score":0.004032213881146163,"channel":0,"num_words":4,"start":41.415,"end":43.594997},{"sentences":[{"text":"66.","start":43.155,"end":43.975,"sentiment":"neutral","sentiment_score":0.0037734396755695343}],"sentiment":"neutral","sentiment_score":0.0037734396755695343,"channel":1,"num_words":1,"start":43.155,"end":43.975},{"sentences":[{"text":"Let me check here.","start":45.975,"end":47.515,"sentiment":"neutral","sentiment_score":0.009883020306006074},{"text":"Yeah.","start":50.295,"end":50.695,"sentiment":"neutral","sentiment_score":0.0173087939620018},{"text":"That's our tech support phone 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you,","start":56.64,"end":59.22,"sentiment":"neutral","sentiment_score":-0.015165813267230988}],"sentiment":"neutral","sentiment_score":-0.015165813267230988,"channel":1,"num_words":7,"start":56.64,"end":59.22},{"sentences":[{"text":"Mhmm.","start":58.8,"end":59.3,"sentiment":"neutral","sentiment_score":-0.01596539281308651}],"sentiment":"neutral","sentiment_score":-0.01596539281308651,"channel":0,"num_words":1,"start":58.8,"end":59.3},{"sentences":[{"text":"and","start":59.52,"end":60.02,"sentiment":"neutral","sentiment_score":-0.02765711024403572}],"sentiment":"neutral","sentiment_score":-0.02765711024403572,"channel":1,"num_words":1,"start":59.52,"end":60.02},{"sentences":[{"text":"Mhmm.","start":59.76,"end":60.26,"sentiment":"neutral","sentiment_score":-0.0313580222427845}],"sentiment":"neutral","sentiment_score":-0.0313580222427845,"channel":0,"num_words":1,"start":59.76,"end":60.26},{"sentences":[{"text":"I tried to connect my in in my Internet, but this no 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message.","start":81.21,"end":93.71,"sentiment":"neutral","sentiment_score":-0.24500939955836848},{"text":"What that mean?","start":95.545,"end":96.525,"sentiment":"neutral","sentiment_score":-0.16193059583504996}],"sentiment":"neutral","sentiment_score":-0.23368047177791595,"channel":1,"num_words":22,"start":81.21,"end":96.525},{"sentences":[{"text":"Okay.","start":97.17,"end":97.67,"sentiment":"neutral","sentiment_score":-0.10814972221851347}],"sentiment":"neutral","sentiment_score":-0.10814972221851347,"channel":0,"num_words":1,"start":97.17,"end":97.67},{"sentences":[{"text":"There's nobody work at daytime, and they they can work at night.","start":97.305,"end":103.085,"sentiment":"neutral","sentiment_score":-0.23945823684334755}],"sentiment":"neutral","sentiment_score":-0.23945823684334755,"channel":1,"num_words":12,"start":97.305,"end":103.085},{"sentences":[{"text":"I understand your frustration, but please allow me to answer your questions and give you clarification.","start":104.145,"end":110.564995,"sentiment":"neutral","sentiment_score":-0.14060979895293713},{"text":"First of all, I just wanted to confirm to whom I'm speaking with.","start":111.869995,"end":115.57,"sentiment":"neutral","sentiment_score":0.0237658079713583},{"text":"May you please verify your full name?","start":115.71,"end":118.45,"sentiment":"neutral","sentiment_score":0.012377480044960976}],"sentiment":"neutral","sentiment_score":-0.051504414425128035,"channel":0,"num_words":36,"start":104.145,"end":118.45},{"sentences":[{"text":"My name is Lu Wang.","start":119.14,"end":120.5,"sentiment":"neutral","sentiment_score":0.008730919286608695},{"text":"First name is l 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yes.","start":132.525,"end":134.145,"sentiment":"neutral","sentiment_score":0.02613709308207035},{"text":"The phone number that you mentioned is our tech support phone number, and our office hours is Monday to Fridays from 9AM to 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today","start":704.5789,"end":706.7589,"sentiment":"neutral","sentiment_score":0.04388587847352028}],"sentiment":"neutral","sentiment_score":0.04388587847352028,"channel":0,"num_words":5,"start":704.5789,"end":706.7589},{"sentences":[{"text":"Okay.","start":707.12897,"end":707.36896,"sentiment":"neutral","sentiment_score":0.028203580528497696},{"text":"No","start":707.36896,"end":707.60895,"sentiment":"neutral","sentiment_score":-0.19407115876674652}],"sentiment":"neutral","sentiment_score":-0.08293378911912441,"channel":1,"num_words":2,"start":707.12897,"end":707.60895},{"sentences":[{"text":"today.","start":707.3789,"end":707.85895,"sentiment":"neutral","sentiment_score":-0.14889109134674072}],"sentiment":"neutral","sentiment_score":-0.14889109134674072,"channel":0,"num_words":1,"start":707.3789,"end":707.85895},{"sentences":[{"text":"worries.","start":707.60895,"end":708.10895,"sentiment":"neutral","sentiment_score":-0.1164141297340393}],"sentiment":"neutral","sentiment_score":-0.1164141297340393,"channel":1,"num_words":1,"start":707.60895,"end":708.10895},{"sentences":[{"text":"Okay?","start":707.85895,"end":708.35895,"sentiment":"neutral","sentiment_score":-0.05869371443986893}],"sentiment":"neutral","sentiment_score":-0.05869371443986893,"channel":0,"num_words":1,"start":707.85895,"end":708.35895},{"sentences":[{"text":"Mhmm.","start":708.24896,"end":708.72894,"sentiment":"neutral","sentiment_score":-0.04062780365347862},{"text":"Okay.","start":708.72894,"end":709.2089,"sentiment":"neutral","sentiment_score":0.02190057933330536},{"text":"Bye.","start":709.2089,"end":709.7089,"sentiment":"neutral","sentiment_score":-0.13425323367118835}],"sentiment":"neutral","sentiment_score":-0.05099348599712054,"channel":1,"num_words":3,"start":708.24896,"end":709.7089}]},"summary":{"result":"success","short":"A customer contacts Airtel to cancel their phone service, expressing frustration with the lack of support and service. The representative apologizes and offers to cancel the service. The customer requests to cancel, and the representative agrees. The agent explains that the customer's Supa network is being automatically routed to the technician and that the technician will call the customer to check on the issue. The agent apologizes again for the situation and promises to call the customer back to confirm."},"intents":{"segments":[{"text":"This is Airtel Okay. Australia. Okay. And first question is, I got phone number that is 0391212466. Is that your number?","start_word":33,"end_word":53,"intents":[{"intent":"Provide information","confidence_score":0.00071304303}]},{"text":"They are just the the tech rep is just currently taking a break and then said she will reach out to you after claiming back from break.","start_word":384,"end_word":410,"intents":[{"intent":"Request call back","confidence_score":0.0067686746}]},{"text":"I think I can I can change another provider, but, yeah, I need to I I I need to cancel it? Yes.","start_word":608,"end_word":629,"intents":[{"intent":"Cancel router","confidence_score":0.67234534}]},{"text":"And last night, I received the call, a missed call and the message. Yes.","start_word":662,"end_word":675,"intents":[{"intent":"Receive a call","confidence_score":0.0035020036}]},{"text":"selected your concern, your concern's tech about technical, reason why your account, your call is being routed automatically to tech team.","start_word":880,"end_word":900,"intents":[{"intent":"Request technical assistance","confidence_score":0.041603226}]},{"text":"Then while talking to Maureen, you received a phone call from Supa Network Supa Network rep that they confirm what seems to be the problem with your connectivity. Okay?","start_word":1193,"end_word":1221,"intents":[{"intent":"Confirm routing issue","confidence_score":0.0008714609}]},{"text":"We sent you the router. That's it. No.","start_word":1367,"end_word":1374,"intents":[{"intent":"Fix router issue","confidence_score":0.18990143}]},{"text":"Okay. Bye.","start_word":1585,"end_word":1586,"intents":[{"intent":"Data management","confidence_score":6.4800037e-7}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.30903881788253784},{"text":"Good afternoon. Thank you so much for calling Hi. Airtel accounts. How may I help you today?","start_word":1,"end_word":17,"sentiment":"positive","sentiment_score":0.539581835269928},{"text":"Hello? Hi. Good afternoon. How may I help you today? Yeah. Is this Airtel? Yes. This is Airtel Okay. Australia. Okay. And first question is, I got phone number that is 0391212466. Is that your number? Oh, let me just go ahead and check on here first because we're having two direct numbers. 03 What mhmm. 91212 Mhmm. 466, Two four, double six. 66. Let me check here. Yeah. That's our tech support phone number. Okay. Yeah. Because I have a new customer of you, Mhmm. and Mhmm. I tried to connect my in in my Internet, but this no work. I call this number. During the daytime, nobody answers.","start_word":18,"end_word":127,"sentiment":"neutral","sentiment_score":-0.00872615072876215},{"text":"Nobody answers from yesterday.","start_word":128,"end_word":131,"sentiment":"negative","sentiment_score":-0.3427963852882385},{"text":"And I tried this today for lots of times, but, yes, no nobody answer. And but last night, actually, the 12:30 in the morning, somebody called me and then sent me one message. What that mean? Okay. There's nobody work at daytime, and they they can work at night. I understand your frustration, but please allow me to answer your questions and give you clarification. First of all, I just wanted to confirm to whom I'm speaking with. May you please verify your full name? My name is Lu Wang. First name is l u. Mhmm. W Thank surname is w a n g. you. Okay.","start_word":132,"end_word":237,"sentiment":"neutral","sentiment_score":-0.11137844622135162},{"text":"That's perfect. Nice to have you in the line, miss Luang.","start_word":238,"end_word":248,"sentiment":"positive","sentiment_score":0.5833361148834229},{"text":"So I do apologize. Oh, number one, yes. The phone number that you mentioned is our tech support phone number, and our office hours is Monday to Fridays from 9AM to 6PM. Yes. Yes. However, Yesterday, I called however, however, yesterday, our dedicated tech rep is not on the office. That's the reason why your phone So what about calls today?","start_word":249,"end_word":309,"sentiment":"neutral","sentiment_score":-0.07920047078953414},{"text":"was not being answered.","start_word":310,"end_word":313,"sentiment":"negative","sentiment_score":-0.38980379700660706},{"text":"What And then about today? today, yes, today, I just got a message from our tech rep that she spoke to you earlier, and then you had a phone Yes. call. You Yes. disconnect her, and then you you had a phone call, I believe, a phone call directly from a Supa representative, Supa Network. Right? And then, also, we received your ticket, and Yes. they are aware about this. They are just the the tech rep is just currently taking a break and then said she will reach out to you after claiming back from break.","start_word":314,"end_word":410,"sentiment":"neutral","sentiment_score":-0.07371918857097626},{"text":"So we do apologize if yesterday your calls was not answered by the tech rep, but she's not around during that time.","start_word":411,"end_word":432,"sentiment":"negative","sentiment_score":-0.35389605164527893},{"text":"But today, your account is on priority. They are aware about your account status. They are trying to help you to connect. And then I could see in here even though I'm from accounts, I could see on here, I don't have any full access with any tech concern, but I do have a minimal access here that I could see in here that they even sent, like, a priority ticket to to the Supa network to resolve your connectivity issue since you are a new customer with Airtel. Reason why the Supa network reach out to you.","start_word":433,"end_word":530,"sentiment":"neutral","sentiment_score":-0.13151000440120697},{"text":"So if that your I concern is never I decide your I decided to cancel my service.","start_word":531,"end_word":547,"sentiment":"negative","sentiment_score":-0.43601804971694946},{"text":"You decided to cancel your Yeah. service. Okay. Yes. What was the Supa network mentioned? I'm not really sure about this, but they said they've offered you, like, a tech team to Oh, visit I you. I I don't know whether I still need, but I want to cancel the Airtel service. You want to cancel your Yeah. service? I think I can I can change another provider, but, yeah, I need to I I I need to cancel it? Yes. Since I received the router, maybe which day? I forgot. From yesterday, I tried to connect connect the Internet, but I missed the issue. And I tried to contact you, but nobody answer. And last night, I received the call, a missed call and the message. Yes. You you I got one one number that is 04040403. Yeah. That is a assistance. Yeah. A guy Yes. a guy helped me. Yeah. But Mhmm.","start_word":548,"end_word":701,"sentiment":"neutral","sentiment_score":-0.12483271579076716},{"text":"no work. No work.","start_word":702,"end_word":705,"sentiment":"negative","sentiment_score":-0.3432955741882324},{"text":"And today, Okay. I tried to call you again.","start_word":706,"end_word":714,"sentiment":"neutral","sentiment_score":-0.18037275969982147},{"text":"Nobody answer.","start_word":715,"end_word":716,"sentiment":"negative","sentiment_score":-0.3502349257469177},{"text":"Yeah. She's Yeah. on a break. I told you right. She's I on don't a break.","start_word":717,"end_word":732,"sentiment":"neutral","sentiment_score":-0.2195429652929306},{"text":"I don't I don't want to waste time.","start_word":733,"end_word":740,"sentiment":"negative","sentiment_score":-0.38389676809310913},{"text":"I don't want to waste Okay. time. I Sure. I yeah. And I just need to cancel it. Yeah. Sure. We don't want to waste time as well on you. We appreciate your time that you spent, and we are still grateful If that we spent the time if with I you. can if if the number, 9121, that number, no work, you can send me the message. I can I can call you this number, the 118 yeah? I this number straight away. Do you know what I mean? 1800. That number. Yeah. I I I I can I can somebody can answer me? But why the message always send the that number? That's the direct phone number. Okay? We do have the general phone number, the 18024783 Yeah. 5. Yeah. But if But I you don't know. selected your concern, your concern's tech about technical, reason why your account, your call is being routed automatically to tech team. But if you dial directly the phone number that you mentioned ends in 2466, that's being directed to the technical department, which is not around yesterday. But anyways, I do respect your decision. If you would like to cancel this, Yes. our tech rep is already aware. They will check first what should be done to the free router we sent to you. She will call you once she came back from a break. Okay? So what do you mean? She will What call do you you mean? back. I I need to return the reducer to you. I said I will check on them, and then they will get in touch with you about the router. K? Because they are the one resending this concern about the routers, the items, the devices that we are sending to the customer with the initial process to be connected to the service. Let me check what time she will be back from the break. Bear with me here. One moment. One time. Okay. She will be back 03:25PM. So she will call you back what to do with the router. Okay? They Who? will already have the the tech rep, miss, the tech rep, do you remember the name that you spoke earlier when you disconnect and then answer the phone to Supa Network? It's our tech rep, Maureen, the one that you spoke earlier She is she from from your company or super or Superworks? no. You you spoken to two diff you spoken to three three reps last night. The the guy, it's from our tech, catering after hour support, giving after hour support Yeah. Mhmm. when offices is closed. Then today, you spoke to our tech rep, Airtel tech rep, Maureen. Then while talking to Maureen, you received a phone call from Supa Network Supa Network rep that they confirm what seems to be the problem with your connectivity. Okay? So there are two are Airtel and then the one Supa. Reason why Supa Network reached out to you directly because we sent a ticket. The tech rep in Airtel sent a ticket, priority ticket.","start_word":741,"end_word":1256,"sentiment":"neutral","sentiment_score":-0.0903373654812661},{"text":"Because we as much as we want, we would love you to be connected to the service.","start_word":1257,"end_word":1273,"sentiment":"positive","sentiment_score":0.3783610463142395},{"text":"But it just so happened that there is some issue confirmed by Supa Network itself. Right? The and then they offered you, like, a tech rep to get visit to your address. But it seems like you denied it, and then you said you wanting to cancel your service instead, then you sent a ticket to us. We are all aware about this because we you are your account is on top priority since we received your activation order. It doesn't it doesn't like this, that we received your order, then that's it. We sent you the router. That's it.","start_word":1274,"end_word":1373,"sentiment":"neutral","sentiment_score":-0.17190338671207428},{"text":"No.","start_word":1374,"end_word":1374,"sentiment":"negative","sentiment_score":-0.33395183086395264},{"text":"We are on top of priority with every customers that it's not being connected to the service. Because our purpose is to give you the best service to be connected as soon as possible, the best way we can. So what can I do now? Wait for the tech rep to call you back once she came back from lunch to confirm what to do to the router that we provided to you for free since you are requesting to cancel your service. Okay. Only wait. Yes. Just wait. She will call you back. Okay. Alright? And, Okay. again, So we do I apologize and for what happened, and but we are taking an action on this. and We're one thing is if I cancel my service, so can I get the refund for the We will check that with the accounts head and then get back to you. Oh, okay? Yeah. Alright. No problem. Alright. Talk to you Alright. soon by our tech So rep. so so when when when she will call me? Okay. I've already checked the time, and let me go back again the time that she will coming back. 03:25PM. Just allow ten Today. to fifteen minutes more today Okay. No today. worries. Okay? Mhmm. Okay. Bye.","start_word":1375,"end_word":1586,"sentiment":"neutral","sentiment_score":-0.06203712851472445}],"average":{"sentiment":"neutral","sentiment_score":-0.0867153297771107}}}}