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I'll just need to pull out your account and do some verification for security reason. What is your phone number and your full name? Thank you so much. Your full name and your birthday, please? Thank you. Nice to have you on the line, Paulyutai. And for documentation purposes, what is the reason you would like to cancel your services? Oh, I see. Got it. Thank you so much for sharing that details. And would you like to transfer your account to your new address? In that way, you could save in connection fee. I do believe they sent you, like, the email last over the weekend. Oh, I'm so sorry. I do believe our department sent you the email last Sunday in reference to your new address if you would like to check if we could accommodate you to transfer your service from Airtel to your new address. I see. I see. I get it. Alright. Not a problem. But anyway, Boyu, I do see on here because you sent a ticket let me check. You're requesting to have it canceled today, April 6. Right? Okay. Alright. I can go ahead and endorse your account to our tech team to proceed accordingly. However, I do see in here that you still have your outstanding current invoice, $89.95. Would you like me to process your payment over the phone so we can cancel it today after this call? Yeah. Actually, we can go ahead and do that. We will consider this as a courtesy. We will consider this as your notification. And then to proceed with the cancellation at any time of this month, you have to settle the current outstanding balance, which is $89.95. And just tell me today your preferred date to cancel the service. Sure. Mhmm. Sure. Not a problem. No worries. I'll be on the line. No rush. No. Actually, your current invoice for the amount of $89.95, if you could take a look the last page, fourth page, it's covered the pay period April. Yeah. Yes. Sure. Yes. You can go ahead and process a payment through our a and z portal. You can use Visa or Mastercard as well. Okay. Mhmm. Okay. Sure. Not a problem. Let me just take note of this. April 15. Let me check the day. Okay? Because we're doing the cancellation during weekday. And then once the yeah. During the weekday One moment. Let me check what is the date of April 15. Yep. No problem. It's Wednesday. Yeah. Is it okay to have it canceled during morning? Do you have any specific time that day? Oh, okay. Okay. Got it. We'll do it morning. And, boy, we appreciate the time you spent with Eartell, and I'm wishing you a good life where you are moving in. Okay? Mhmm. You're welcome. If you go back to Australia and you need our services in time, just feel free to give us a call, and we are more than happy to welcome you back. And please do have a good one. Okay? Thank you. Anything else that I may help you today? Alright. Thank you. Bye bye. 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Thank you so much for calling your account. How may I help you today? Oh, I'm so sorry to hear about this. But, yeah, I would love to assist you today.\n\nI'll just need to pull out your account and do some verification for security reason. What is your phone number and your full name? Thank you so much. Your full name and your birthday, please? Thank you.\n\nNice to have you on the line, Paulyutai. And for documentation purposes, what is the reason you would like to cancel your services? Oh, I see. Got it. Thank you so much for sharing that details.\n\nAnd would you like to transfer your account to your new address? In that way, you could save in connection fee. I do believe they sent you, like, the email last over the weekend. Oh, I'm so sorry. I do believe our department sent you the email last Sunday in reference to your new address if you would like to check if we could accommodate you to transfer your service from Airtel to your new address.\n\nI see. I see. I get it. Alright. Not a problem.\n\nBut anyway, Boyu, I do see on here because you sent a ticket let me check. You're requesting to have it canceled today, April 6. Right? Okay. Alright.\n\nI can go ahead and endorse your account to our tech team to proceed accordingly. However, I do see in here that you still have your outstanding current invoice, $89.95. Would you like me to process your payment over the phone so we can cancel it today after this call? Yeah. Actually, we can go ahead and do that.\n\nWe will consider this as a courtesy. We will consider this as your notification. And then to proceed with the cancellation at any time of this month, you have to settle the current outstanding balance, which is $89.95. And just tell me today your preferred date to cancel the service. Sure.\n\nMhmm. Sure. Not a problem. No worries. I'll be on the line.\n\nNo rush. No. Actually, your current invoice for the amount of $89.95, if you could take a look the last page, fourth page, it's covered the pay period April. Yeah. Yes.\n\nSure. Yes. You can go ahead and process a payment through our a and z portal. You can use Visa or Mastercard as well. Okay.\n\nMhmm. Okay. Sure. Not a problem. Let me just take note of this.\n\nApril 15. Let me check the day. Okay? Because we're doing the cancellation during weekday. And then once the yeah.\n\nDuring the weekday One moment. Let me check what is the date of April 15. Yep. No problem. It's Wednesday.\n\nYeah. Is it okay to have it canceled during morning? Do you have any specific time that day? Oh, okay. Okay.\n\nGot it. We'll do it morning. And, boy, we appreciate the time you spent with Eartell, and I'm wishing you a good life where you are moving in. Okay? Mhmm.\n\nYou're welcome. If you go back to Australia and you need our services in time, just feel free to give us a call, and we are more than happy to welcome you back. And please do have a good one. Okay? Thank you.\n\nAnything else that I may help you today? Alright. Thank you. Bye bye. Be safe.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.96,"end":1.1999999,"sentiment":"positive","sentiment_score":0.44237762689590454},{"text":"Thank you so much for calling your account.","start":1.1999999,"end":3.3799999,"sentiment":"positive","sentiment_score":0.6996550559997559},{"text":"How may I help you today?","start":3.4399998,"end":4.74,"sentiment":"positive","sentiment_score":0.6433654030164083},{"text":"Oh, I'm so sorry to hear about this.","start":11.679999,"end":13.785,"sentiment":"neutral","sentiment_score":-0.17893640184774995},{"text":"But, yeah, I would love to assist you today.","start":13.785,"end":16.125,"sentiment":"positive","sentiment_score":0.41046606997648877}],"sentiment":"positive","sentiment_score":0.3800785596249625,"num_words":32,"start":0.96,"end":16.125},{"sentences":[{"text":"I'll just need to pull out your account and do some verification for security 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I can't cancel my Internet service at home. So is that possible? My phone number is 0474297 and 141. So Anbuoyudai, b o y u d a I, and two thousand three Maserforce. Oh, just I'm moving away from my current location. Yeah. No. I think Wait. Wait. Wait a sec. Can I beg your pardon? Okay. I'm actually moving abroad, so that would make wouldn't be possible. Yeah. Sorry about that. Yeah. It was, like, 1AM yesterday, I believe. Uh-huh. Yes. Wait. Let me see. Like, I think I could I still need to keep it for, like, for a while. So could we cancel after, like, after the payments like, after the the period of this payment coverage end? Yeah. Listen. Let me just log in and get a payment done. Yeah. Alright. And I just need to help you for for a bit of time. So oh, wait. So what is this payment cover? So it's covering last month's fee or the next month's fee? 04/01/2030, so this month. Okay. Okay. I just, like, pay pay I saw the BPAY. Okay. Cool. Let me just get it done. Wait. So could I still pay by credit card all night? Oh, it worked. Verification. Alright. Approval. Okay. I think it's done now. Okay. So could I have it canceled on the April 15? Just I I don't need the next one. Mhmm. It's Wednesday. Yeah. Oh, I'm fine. I'm moving away on fourteenth, so it's okay. Cool. Thank you very much. I've been liking Aetna a lot over the line. Oh, thank you. Oh, I think that's all. Have a good day. 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I can't cancel my Internet service at home. So is that possible? My phone number is 0474297 and 141. So Anbuoyudai, b o y u d a I, and two thousand three Maserforce.\n\nOh, just I'm moving away from my current location. Yeah. No. I think Wait. Wait.\n\nWait a sec. Can I beg your pardon? Okay. I'm actually moving abroad, so that would make wouldn't be possible. Yeah.\n\nSorry about that. Yeah. It was, like, 1AM yesterday, I believe. Uh-huh. Yes.\n\nWait. Let me see. Like, I think I could I still need to keep it for, like, for a while. So could we cancel after, like, after the payments like, after the the period of this payment coverage end? Yeah.\n\nListen. Let me just log in and get a payment done. Yeah. Alright. And I just need to help you for for a bit of time.\n\nSo oh, wait. So what is this payment cover? So it's covering last month's fee or the next month's fee? 04/01/2030, so this month. Okay.\n\nOkay. I just, like, pay pay I saw the BPAY. Okay. Cool. Let me just get it done.\n\nWait. So could I still pay by credit card all night? Oh, it worked. Verification. Alright.\n\nApproval. Okay. I think it's done now. Okay. So could I have it canceled on the April 15?\n\nJust I I don't need the next one. Mhmm. It's Wednesday. Yeah. Oh, I'm fine.\n\nI'm moving away on fourteenth, so it's okay. Cool. Thank you very much. I've been liking Aetna a lot over the line. Oh, thank you.\n\nOh, I think that's all. Have a good day. Bye.","paragraphs":[{"sentences":[{"text":"Oh, hello.","start":5.3599997,"end":6.1,"sentiment":"neutral","sentiment_score":0.015409823507070541},{"text":"I can't cancel my Internet service at home.","start":6.24,"end":9.2,"sentiment":"neutral","sentiment_score":-0.19405606389045715},{"text":"So is that possible?","start":9.2,"end":10.42,"sentiment":"neutral","sentiment_score":-0.07107797265052795},{"text":"My phone number is 0474297 and 141.","start":24.095,"end":32.010002,"sentiment":"neutral","sentiment_score":0.03585047780403069},{"text":"So Anbuoyudai, b o y u d a I, and two thousand three Maserforce.","start":38.39,"end":43.690002,"sentiment":"neutral","sentiment_score":0.187912860086986}],"sentiment":"neutral","sentiment_score":0.03073693231812545,"num_words":35,"start":5.3599997,"end":43.690002},{"sentences":[{"text":"Oh, just I'm moving away from my current 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pardon?","start":79.785,"end":81.165,"sentiment":"neutral","sentiment_score":-0.10816330164670944},{"text":"Okay.","start":101.615,"end":102.115,"sentiment":"neutral","sentiment_score":-0.1822441816329956},{"text":"I'm actually moving abroad, so that would make wouldn't be possible.","start":102.174995,"end":105.875,"sentiment":"neutral","sentiment_score":-0.2874871113083579},{"text":"Yeah.","start":106.655,"end":107.155,"sentiment":"neutral","sentiment_score":-0.06300146877765656}],"sentiment":"neutral","sentiment_score":-0.1997558825782367,"num_words":21,"start":78.745,"end":107.155},{"sentences":[{"text":"Sorry about that.","start":107.615,"end":108.835,"sentiment":"neutral","sentiment_score":-0.1807337204615275},{"text":"Yeah.","start":124.17999,"end":124.5,"sentiment":"neutral","sentiment_score":-0.0581219345331192},{"text":"It was, like, 1AM yesterday, I believe.","start":124.5,"end":127.0,"sentiment":"neutral","sentiment_score":-0.06482034921646118},{"text":"Uh-huh.","start":140.535,"end":140.695,"sentiment":"neutral","sentiment_score":-0.174192413687706},{"text":"Yes.","start":140.695,"end":141.195,"sentiment":"neutral","sentiment_score":-0.03602585196495056}],"sentiment":"neutral","sentiment_score":-0.09725260046812204,"num_words":13,"start":107.615,"end":141.195},{"sentences":[{"text":"Wait.","start":148.97,"end":149.29001,"sentiment":"neutral","sentiment_score":-0.08474583923816681},{"text":"Let me see.","start":149.29001,"end":149.93001,"sentiment":"neutral","sentiment_score":-0.10032910605271657},{"text":"Like, I think I could I still need to keep it for, like, for a while.","start":149.93001,"end":154.73001,"sentiment":"neutral","sentiment_score":-0.21923418482765555},{"text":"So could we cancel after, like, after the payments like, after the the period of this payment coverage end?","start":154.73001,"end":163.315,"sentiment":"neutral","sentiment_score":-0.1651276436291243},{"text":"Yeah.","start":190.265,"end":190.765,"sentiment":"neutral","sentiment_score":0.050228655338287354}],"sentiment":"neutral","sentiment_score":-0.174516917206347,"num_words":40,"start":148.97,"end":190.765},{"sentences":[{"text":"Listen.","start":191.705,"end":192.10501,"sentiment":"neutral","sentiment_score":0.06787501275539398},{"text":"Let me just log in and get a payment done.","start":192.10501,"end":194.845,"sentiment":"neutral","sentiment_score":0.0841673843562603},{"text":"Yeah.","start":196.505,"end":197.005,"sentiment":"neutral","sentiment_score":0.09667700529098512},{"text":"Alright.","start":197.71,"end":197.87,"sentiment":"neutral","sentiment_score":0.11928193271160126},{"text":"And I just need to help you for for a bit of time.","start":197.87,"end":200.69,"sentiment":"neutral","sentiment_score":0.018942946997972634}],"sentiment":"neutral","sentiment_score":0.05276023481900875,"num_words":26,"start":191.705,"end":200.69},{"sentences":[{"text":"So oh, wait.","start":201.07,"end":205.57,"sentiment":"neutral","sentiment_score":-0.015521615122755369},{"text":"So what is this payment cover?","start":205.63,"end":207.63,"sentiment":"neutral","sentiment_score":-0.04055718084176382},{"text":"So it's covering last month's fee or the next month's fee?","start":207.63,"end":211.97,"sentiment":"neutral","sentiment_score":-0.04629298147152771},{"text":"04/01/2030, so this month.","start":225.595,"end":227.455,"sentiment":"neutral","sentiment_score":-0.031238277442753315},{"text":"Okay.","start":227.595,"end":228.095,"sentiment":"neutral","sentiment_score":0.03753381222486496}],"sentiment":"neutral","sentiment_score":-0.035462000966072084,"num_words":25,"start":201.07,"end":228.095},{"sentences":[{"text":"Okay.","start":230.15,"end":230.62999,"sentiment":"neutral","sentiment_score":0.07377263158559799},{"text":"I just, like, pay pay I saw the BPAY.","start":230.62999,"end":233.53,"sentiment":"neutral","sentiment_score":0.06657981251676877},{"text":"Okay.","start":234.39,"end":234.70999,"sentiment":"neutral","sentiment_score":0.16657057404518127},{"text":"Cool.","start":234.70999,"end":235.20999,"sentiment":"neutral","sentiment_score":0.32759296894073486},{"text":"Let me just get it done.","start":235.34999,"end":237.45,"sentiment":"neutral","sentiment_score":0.2892296512921651}],"sentiment":"neutral","sentiment_score":0.16125179972085688,"num_words":18,"start":230.15,"end":237.45},{"sentences":[{"text":"Wait.","start":247.065,"end":247.30501,"sentiment":"neutral","sentiment_score":0.022369712591171265},{"text":"So could I still pay by credit card all night?","start":247.30501,"end":249.80501,"sentiment":"neutral","sentiment_score":0.04253355767577886},{"text":"Oh, it worked.","start":251.145,"end":252.285,"sentiment":"neutral","sentiment_score":0.2165602147579193},{"text":"Verification.","start":272.58502,"end":273.08502,"sentiment":"neutral","sentiment_score":0.06694957613945007},{"text":"Alright.","start":284.02502,"end":284.52502,"sentiment":"neutral","sentiment_score":0.1044670343399048}],"sentiment":"neutral","sentiment_score":0.07930015900637954,"num_words":16,"start":247.065,"end":284.52502},{"sentences":[{"text":"Approval.","start":289.22,"end":289.72,"sentiment":"neutral","sentiment_score":0.09418384730815887},{"text":"Okay.","start":295.7,"end":296.2,"sentiment":"neutral","sentiment_score":0.09904374182224274},{"text":"I think it's done now.","start":296.34,"end":298.52002,"sentiment":"neutral","sentiment_score":0.1074380561709404},{"text":"Okay.","start":300.815,"end":301.315,"sentiment":"neutral","sentiment_score":0.0018719183281064031},{"text":"So could I have it canceled on the April 15?","start":301.375,"end":304.73502,"sentiment":"neutral","sentiment_score":-0.03492047246545553}],"sentiment":"neutral","sentiment_score":0.02128250353659193,"num_words":18,"start":289.22,"end":304.73502},{"sentences":[{"text":"Just I I don't need the next one.","start":304.73502,"end":306.83502,"sentiment":"neutral","sentiment_score":-0.16624272800981998},{"text":"Mhmm.","start":316.44,"end":316.94,"sentiment":"neutral","sentiment_score":-0.016749240458011627},{"text":"It's Wednesday.","start":329.615,"end":330.275,"sentiment":"neutral","sentiment_score":0.03594755008816719},{"text":"Yeah.","start":331.375,"end":331.875,"sentiment":"neutral","sentiment_score":0.04532107338309288},{"text":"Oh, I'm fine.","start":336.735,"end":337.615,"sentiment":"neutral","sentiment_score":0.026563639442125957}],"sentiment":"neutral","sentiment_score":-0.07665226484338443,"num_words":15,"start":304.73502,"end":337.615},{"sentences":[{"text":"I'm moving away on fourteenth, so it's okay.","start":337.615,"end":340.19498,"sentiment":"neutral","sentiment_score":-0.022727585244865622},{"text":"Cool.","start":352.39,"end":352.89,"sentiment":"positive","sentiment_score":0.4553152918815613},{"text":"Thank you very much.","start":353.535,"end":354.655,"sentiment":"positive","sentiment_score":0.5526552349328995},{"text":"I've been liking Aetna a lot over the line.","start":354.655,"end":357.55502,"sentiment":"positive","sentiment_score":0.5167726543214586},{"text":"Oh, thank you.","start":366.81,"end":375.61,"sentiment":"positive","sentiment_score":0.34232273201147717}],"sentiment":"neutral","sentiment_score":0.3264815053832717,"num_words":25,"start":337.615,"end":375.61},{"sentences":[{"text":"Oh, I think that's all.","start":375.61,"end":376.88998,"sentiment":"neutral","sentiment_score":0.26603302657604216},{"text":"Have a good day.","start":376.88998,"end":377.78998,"sentiment":"positive","sentiment_score":0.4870959594845772},{"text":"Bye.","start":380.16998,"end":380.66998,"sentiment":"neutral","sentiment_score":0.15903496742248535}],"sentiment":"positive","sentiment_score":0.3437583938241005,"num_words":10,"start":375.61,"end":380.66998}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Oh, hello. I can't cancel my Internet service at home. So is that possible?\n\nChannel 0: Oh, I'm so sorry to hear about this. But, yeah, I would love to assist you today. I'll just need to pull out your account and do some verification for security reason. What is your phone number and your full name?\n\nChannel 1: My phone number is 0474297 and 141.\n\nChannel 0: Thank you so much. Your full name and your birthday, please?\n\nChannel 1: So Anbuoyudai, b o y u d a I, and two thousand three Maserforce.\n\nChannel 0: Thank you. Nice to have you on the line, Paulyutai. And for documentation purposes, what is the reason you would like to cancel your services?\n\nChannel 1: Oh, just I'm moving away from my current location.\n\nChannel 0: Oh, I see. Got it. Thank you so much for sharing that details. And would you like to transfer your account to your new address? In that way, you\n\nChannel 1: Yeah.\n\nChannel 0: could save in connection fee.\n\nChannel 1: No.\n\nChannel 0: I do\n\nChannel 1: I\n\nChannel 0: believe\n\nChannel 1: think\n\nChannel 0: they sent you, like, the email last over the weekend.\n\nChannel 1: Wait. Wait. Wait a sec. Can I beg your pardon?\n\nChannel 0: Oh, I'm so sorry. I do believe our department sent you the email last Sunday in reference to your new address if you would like to check if we could accommodate you to transfer your service from Airtel to your new address.\n\nChannel 1: Okay. I'm actually moving abroad, so that would make wouldn't be possible. Yeah.\n\nChannel 0: I see.\n\nChannel 1: Sorry\n\nChannel 0: I see.\n\nChannel 1: about\n\nChannel 0: I\n\nChannel 1: that.\n\nChannel 0: get it. Alright. Not a problem. But anyway, Boyu, I do see on here because you sent a ticket let me check. You're requesting to have it canceled today, April 6.\n\nRight?\n\nChannel 1: Yeah. It was, like, 1AM yesterday, I believe.\n\nChannel 0: Okay. Alright. I can go ahead and endorse your account to our tech team to proceed accordingly. However, I do see in here that you still have your outstanding current\n\nChannel 1: Uh-huh.\n\nChannel 0: invoice,\n\nChannel 1: Yes.\n\nChannel 0: $89.95. Would you like me to process your payment over the phone so we can cancel it today after\n\nChannel 1: Wait.\n\nChannel 0: this\n\nChannel 1: Let me see. Like, I think I could I still need to keep it for, like, for a while. So\n\nChannel 0: call?\n\nChannel 1: could we cancel after, like, after the payments like, after the the period of this payment coverage end?\n\nChannel 0: Yeah. Actually, we can go ahead and do that. We will consider this as a courtesy. We will consider this as your notification. And then to proceed with the cancellation at any time of this month, you have to settle the current outstanding balance, which is $89.95.\n\nAnd just tell me today your preferred date to cancel the service.\n\nChannel 1: Yeah. Listen. Let me just log in and get a payment done.\n\nChannel 0: Sure.\n\nChannel 1: Yeah. Alright. And I just need to help you for for a bit of time. So\n\nChannel 0: Mhmm. Sure. Not a problem. No worries. I'll be on the line.\n\nNo rush.\n\nChannel 1: oh, wait. So what is this payment cover? So it's covering last month's fee or the next month's fee?\n\nChannel 0: No. Actually, your current invoice for the amount of $89.95, if you could take a look the last page, fourth page, it's covered the pay period April.\n\nChannel 1: 04/01/2030, so this month. Okay.\n\nChannel 0: Yeah. Yes.\n\nChannel 1: Okay. I just, like, pay pay I saw the BPAY. Okay. Cool. Let me just get it done.\n\nChannel 0: Sure.\n\nChannel 1: Wait. So could I still pay by credit card all night?\n\nChannel 0: Yes. You\n\nChannel 1: Oh,\n\nChannel 0: can go\n\nChannel 1: it\n\nChannel 0: ahead\n\nChannel 1: worked.\n\nChannel 0: and process a payment through our a and z portal. You can use Visa or Mastercard as well.\n\nChannel 1: Verification. Alright. Approval. Okay. I think it's done now.\n\nChannel 0: Okay.\n\nChannel 1: Okay. So could I have it canceled on the April 15? Just I I don't need the next one.\n\nChannel 0: Mhmm. Okay. Sure. Not a problem. Let me just take note of this.\n\nApril 15. Let me check the day. Okay? Because we're doing the\n\nChannel 1: Mhmm.\n\nChannel 0: cancellation during weekday. And then once the yeah. During the weekday One moment. Let me check what is the date of April 15. Yep.\n\nNo problem.\n\nChannel 1: It's\n\nChannel 0: It's\n\nChannel 1: Wednesday.\n\nChannel 0: Wednesday. Yeah.\n\nChannel 1: Yeah.\n\nChannel 0: Is it okay to have it canceled during morning? Do you have any specific time that day?\n\nChannel 1: Oh, I'm fine. I'm moving away on fourteenth, so it's okay.\n\nChannel 0: Oh, okay. Okay. Got it. We'll do it morning. And, boy, we appreciate the time you spent with Eartell, and I'm wishing you a good life where you are moving in.\n\nOkay?\n\nChannel 1: Cool. Thank you very much. I've been liking Aetna a lot over the line.\n\nChannel 0: Mhmm. You're welcome. If you go back to Australia and you need our services in time, just feel free to give us a call, and we are more than happy to welcome you back.\n\nChannel 1: Oh,\n\nChannel 0: And please do have a good one. Okay?\n\nChannel 1: thank\n\nChannel 0: Thank you. Anything else that I may help you today?\n\nChannel 1: you. Oh, I think that's all. Have a good day.\n\nChannel 0: Alright. Thank you. Bye bye.\n\nChannel 1: Bye.\n\nChannel 0: Be safe.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.96,"end":1.1999999,"sentiment":"positive","sentiment_score":0.44237762689590454},{"text":"Thank you so much for calling your account.","start":1.1999999,"end":3.3799999,"sentiment":"positive","sentiment_score":0.6996550559997559},{"text":"How may I help you today?","start":3.4399998,"end":4.74,"sentiment":"positive","sentiment_score":0.6433654030164083}],"sentiment":"positive","sentiment_score":0.6599873661994934,"channel":0,"num_words":15,"start":0.96,"end":4.74},{"sentences":[{"text":"Oh, hello.","start":5.3599997,"end":6.1,"sentiment":"neutral","sentiment_score":0.015409823507070541},{"text":"I can't cancel my Internet service at home.","start":6.24,"end":9.2,"sentiment":"neutral","sentiment_score":-0.19405606389045715},{"text":"So is that 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number is 0474297 and 141.","start":24.095,"end":32.010002,"sentiment":"neutral","sentiment_score":0.03585047780403069}],"sentiment":"neutral","sentiment_score":0.03585047780403069,"channel":1,"num_words":7,"start":24.095,"end":32.010002},{"sentences":[{"text":"Thank you so much.","start":32.73,"end":34.03,"sentiment":"positive","sentiment_score":0.49028347432613373},{"text":"Your full name and your birthday, please?","start":34.329998,"end":36.989998,"sentiment":"neutral","sentiment_score":0.255620362503188}],"sentiment":"positive","sentiment_score":0.34095240316607733,"channel":0,"num_words":11,"start":32.73,"end":36.989998},{"sentences":[{"text":"So Anbuoyudai, b o y u d a I, and two thousand three Maserforce.","start":38.39,"end":43.690002,"sentiment":"neutral","sentiment_score":0.187912860086986}],"sentiment":"neutral","sentiment_score":0.187912860086986,"channel":1,"num_words":14,"start":38.39,"end":43.690002},{"sentences":[{"text":"Thank you.","start":44.785,"end":45.345,"sentiment":"positive","sentiment_score":0.47942888736724854},{"text":"Nice to have you on the line, Paulyutai.","start":45.345,"end":47.285,"sentiment":"positive","sentiment_score":0.6297566667199135},{"text":"And for documentation purposes, what is the reason you would like to cancel your services?","start":48.225,"end":53.925,"sentiment":"neutral","sentiment_score":0.13992060174544652}],"sentiment":"neutral","sentiment_score":0.32382880538702014,"channel":0,"num_words":25,"start":44.785,"end":53.925},{"sentences":[{"text":"Oh, just I'm moving away from my current location.","start":55.055,"end":57.715,"sentiment":"neutral","sentiment_score":-0.17506229215198094}],"sentiment":"neutral","sentiment_score":-0.17506229215198094,"channel":1,"num_words":9,"start":55.055,"end":57.715},{"sentences":[{"text":"Oh, I see.","start":58.545,"end":59.58,"sentiment":"neutral","sentiment_score":-0.008298631136616072},{"text":"Got 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it okay to have it canceled during morning?","start":331.575,"end":334.295,"sentiment":"neutral","sentiment_score":0.035893084274397954},{"text":"Do you have any specific time that day?","start":334.295,"end":336.95502,"sentiment":"neutral","sentiment_score":0.0060784934321418405}],"sentiment":"neutral","sentiment_score":0.02186268858392449,"channel":0,"num_words":17,"start":331.575,"end":336.95502},{"sentences":[{"text":"Oh, I'm fine.","start":336.735,"end":337.615,"sentiment":"neutral","sentiment_score":0.026563639442125957},{"text":"I'm moving away on fourteenth, so it's okay.","start":337.615,"end":340.19498,"sentiment":"neutral","sentiment_score":-0.022727585244865622}],"sentiment":"neutral","sentiment_score":-0.009284523966595192,"channel":1,"num_words":11,"start":336.735,"end":340.19498},{"sentences":[{"text":"Oh, okay.","start":340.06998,"end":340.88998,"sentiment":"neutral","sentiment_score":0.0717075951397419},{"text":"Okay.","start":340.94998,"end":341.34998,"sentiment":"neutral","sentiment_score":0.12464039027690887},{"text":"Got it.","start":341.34998,"end":341.75,"sentiment":"neutral","sentiment_score":0.22391953319311142},{"text":"We'll do it morning.","start":341.75,"end":342.88998,"sentiment":"neutral","sentiment_score":0.3059600740671158},{"text":"And, boy, we appreciate the time you spent with Eartell, and I'm wishing you a good life where you are moving 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bye.","start":379.06,"end":379.80002,"sentiment":"neutral","sentiment_score":0.11926548182964325}],"sentiment":"neutral","sentiment_score":0.2510869473218918,"channel":0,"num_words":5,"start":377.54,"end":379.80002},{"sentences":[{"text":"Bye.","start":380.16998,"end":380.66998,"sentiment":"neutral","sentiment_score":0.15903496742248535}],"sentiment":"neutral","sentiment_score":0.15903496742248535,"channel":1,"num_words":1,"start":380.16998,"end":380.66998},{"sentences":[{"text":"Be safe.","start":380.34,"end":381.08002,"sentiment":"neutral","sentiment_score":0.10575398802757263}],"sentiment":"neutral","sentiment_score":0.10575398802757263,"channel":0,"num_words":2,"start":380.34,"end":381.08002}]},"summary":{"result":"success","short":"The customer wants to cancel their internet service at home and the agent asks for their phone number and personal information to verify their identity. The agent informs the customer that they cannot cancel the service and offers to transfer the account to a new address, but the customer declines and decides to cancel the service. The agent processes a payment and confirms the cancellation date and payment method, and the call ends with the agent thanking the customer for their time."},"intents":{"segments":[{"text":"I'll just need to pull out your account and do some verification for security reason. What is your phone number and your full name?","start_word":46,"end_word":69,"intents":[{"intent":"Assist with account verification","confidence_score":0.04454049}]},{"text":"Thank you so much for sharing that details. And would you like to transfer your account to your new address? In that way, you Yeah.","start_word":141,"end_word":165,"intents":[{"intent":"Transfer account to new address","confidence_score":0.6526494}]},{"text":"Can I beg your pardon?","start_word":192,"end_word":196,"intents":[{"intent":"Request pardon for missed email","confidence_score":0.00012578728}]},{"text":"You're requesting to have it canceled today, April 6. Right?","start_word":283,"end_word":292,"intents":[{"intent":"Consider cancellation","confidence_score":0.0033693516}]},{"text":"You're requesting to have it canceled today, April 6. Right? 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I can't cancel my Internet service at home. So is that possible? Oh, I'm so sorry to hear about this.","start_word":15,"end_word":36,"sentiment":"neutral","sentiment_score":-0.1349371075630188},{"text":"But, yeah, I would love to assist you today.","start_word":37,"end_word":45,"sentiment":"positive","sentiment_score":0.3604230284690857},{"text":"I'll just need to pull out your account and do some verification for security reason. What is your phone number and your full name? My phone number is 0474297 and 141.","start_word":46,"end_word":76,"sentiment":"neutral","sentiment_score":0.0945059210062027},{"text":"Thank you so much.","start_word":77,"end_word":80,"sentiment":"positive","sentiment_score":0.48560425639152527},{"text":"Your full name and your birthday, please? So Anbuoyudai, b o y u d a I, and two thousand three Maserforce.","start_word":81,"end_word":101,"sentiment":"neutral","sentiment_score":0.19914793968200684},{"text":"Thank you. Nice to have you on the line, Paulyutai.","start_word":102,"end_word":111,"sentiment":"positive","sentiment_score":0.5988017320632935},{"text":"And for documentation purposes, what is the reason you would like to cancel your services? Oh, just I'm moving away from my current location. Oh, I see. Got it.","start_word":112,"end_word":140,"sentiment":"neutral","sentiment_score":0.011960506439208984},{"text":"Thank you so much for sharing that details.","start_word":141,"end_word":148,"sentiment":"positive","sentiment_score":0.4471685588359833},{"text":"And would you like to transfer your account to your new address? In that way, you Yeah. could save in connection fee. No. I do I believe think they sent you, like, the email last over the weekend. Wait. Wait. Wait a sec. Can I beg your pardon? Oh, I'm so sorry. I do believe our department sent you the email last Sunday in reference to your new address if you would like to check if we could accommodate you to transfer your service from Airtel to your new address. Okay. I'm actually moving abroad, so that would make wouldn't be possible. Yeah. I see. Sorry I see. about I that. get it. Alright. Not a problem. But anyway, Boyu, I do see on here because you sent a ticket let me check. You're requesting to have it canceled today, April 6. Right? Yeah. It was, like, 1AM yesterday, I believe. Okay. Alright. I can go ahead and endorse your account to our tech team to proceed accordingly. However, I do see in here that you still have your outstanding current Uh-huh. invoice, Yes. $89.95. Would you like me to process your payment over the phone so we can cancel it today after Wait. this Let me see. Like, I think I could I still need to keep it for, like, for a while. So call? could we cancel after, like, after the payments like, after the the period of this payment coverage end? Yeah. Actually, we can go ahead and do that. We will consider this as a courtesy. We will consider this as your notification. And then to proceed with the cancellation at any time of this month, you have to settle the current outstanding balance, which is $89.95. And just tell me today your preferred date to cancel the service. Yeah. Listen. Let me just log in and get a payment done. Sure. Yeah. Alright. And I just need to help you for for a bit of time. So Mhmm. Sure. Not a problem. No worries. I'll be on the line. No rush. oh, wait. So what is this payment cover? So it's covering last month's fee or the next month's fee? No. Actually, your current invoice for the amount of $89.95, if you could take a look the last page, fourth page, it's covered the pay period April. 04/01/2030, so this month. Okay. Yeah. Yes. Okay. I just, like, pay pay I saw the BPAY. Okay. Cool. Let me just get it done. Sure. Wait. So could I still pay by credit card all night? Yes. You Oh, can go it ahead worked. and process a payment through our a and z portal. You can use Visa or Mastercard as well. Verification. Alright. Approval. Okay. I think it's done now. Okay. Okay. So could I have it canceled on the April 15? Just I I don't need the next one. Mhmm. Okay. Sure. Not a problem. Let me just take note of this. April 15. Let me check the day. Okay? Because we're doing the Mhmm. cancellation during weekday. And then once the yeah. During the weekday One moment. Let me check what is the date of April 15. Yep. No problem. It's It's Wednesday. Wednesday. Yeah. Yeah. Is it okay to have it canceled during morning? Do you have any specific time that day? Oh, I'm fine. I'm moving away on fourteenth, so it's okay. Oh, okay. Okay. Got it. We'll do it morning.","start_word":149,"end_word":727,"sentiment":"neutral","sentiment_score":-0.01230027165830084},{"text":"And, boy, we appreciate the time you spent with Eartell, and I'm wishing you a good life where you are moving in.","start_word":728,"end_word":749,"sentiment":"positive","sentiment_score":0.5385118722915649},{"text":"Okay?","start_word":750,"end_word":750,"sentiment":"neutral","sentiment_score":0.2631085515022278},{"text":"Cool. Thank you very much. I've been liking Aetna a lot over the line.","start_word":751,"end_word":764,"sentiment":"positive","sentiment_score":0.5217971801757812},{"text":"Mhmm.","start_word":765,"end_word":765,"sentiment":"neutral","sentiment_score":0.22228965163230896},{"text":"You're welcome. If you go back to Australia and you need our services in time, just feel free to give us a call, and we are more than happy to welcome you back. Oh, And please do have a good one. Okay? thank Thank you.","start_word":766,"end_word":810,"sentiment":"positive","sentiment_score":0.39910539984703064},{"text":"Anything else that I may help you today? you. Oh, I think that's all.","start_word":811,"end_word":824,"sentiment":"neutral","sentiment_score":0.26911625266075134},{"text":"Have a good day.","start_word":825,"end_word":828,"sentiment":"positive","sentiment_score":0.48748621344566345},{"text":"Alright.","start_word":829,"end_word":829,"sentiment":"neutral","sentiment_score":0.30588191747665405},{"text":"Thank you.","start_word":830,"end_word":831,"sentiment":"positive","sentiment_score":0.43921610713005066},{"text":"Bye bye. Bye. Be safe.","start_word":832,"end_word":836,"sentiment":"neutral","sentiment_score":0.1620061844587326}],"average":{"sentiment":"neutral","sentiment_score":0.08303467818383892}}}}