{"metadata":{"transaction_key":"deprecated","request_id":"019df0fa-df4a-7b61-afc6-be485e72c380","sha256":"fff4dd22f62a44a77dc00485b1b6477bb2a26c06c289fc5ef653d5e4e47a0901","created":"2026-05-04T03:14:28.293Z","duration":449.99994,"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":1348,"output_tokens":92},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1451,"output_tokens":1454},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1451,"output_tokens":68}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. Thank you so much for calling your account. How may I help you today? Second bill. Okay. I I got it. I would love to assist you today. May you please confirm your full name? Thank you. Nice to have you in the line, Maximilian. So I'm going over to your account now. And what have you received are the two invoices. Right? Okay. Yeah. That's the, yeah, that's the bottom line. We are aware about that incorrect outstanding balance showing on the account. Actually, we got that issue when our back end deal with some server restoration, and then it caused some billing error, which some accounts showing a payment. Like, for example, you made a payment for your May invoice, so your balance should be zero. Right? However, there are some accounts showing still $79 or double the amount, which is not correct. So, this morning, our accounts team actually, last over the weekend, we tried to filter all remaining, incorrect balances displayed on their account, and we are trying to resolve those. And your account is one of them. I could confirm that you've already made a payment May 1. Right? $79.95, which is your account is up to date. That's the only outstanding amount that you should have on the account. However, over the weekend, you're showing around more than $150, if I'm not mistaken. Yeah. Right now? Yeah. Yeah. And then our back end is trying to fix those issue, reason why they are trying to do the, what what they call on this, recurring invoices to take place. They try to cancel and put, and then they do some credit notes. But I could see on here right now the invoice that's automatically sent to you, those were paid. That one is from April, was already paid and tagged as paid already, and it shows a credit note on my end as well as the other one. Have you tried to check your account through the customer portal? Because on my end, it's already showing zero balance. Mhmm. Mm-mm. Yeah. I agree with you. Yeah. That's correct. Because just this morning, it's just fixed out the outstanding displayed incorrect on your account because your account is up to date. As I've mentioned, our accounts team is reviewing all those accounts. It still has an issue with incorrect displayed balance. So I could confirm as of this moment we talk, your account is zero balance, which should be, and then the invoice sent automatically. This is part of the process they are trying to fix earlier. So you may disregard it because I could see in here that you've already settled your current invoice, which is for May, and you've already got the official receipt as well. Yeah? Alright. Mm-mm. Yeah. Yes. That's right. That's correct. And next statement or bill will be by next month covering the full month of June, and your account is zero balance as of this morning. And we appreciate you reach out, and we appreciate as well your on time payment on the account. Mhmm. Mm-mm. Oh. Hello? I see. Oh, okay. So, technically, you're saying the address where you are moving in is not serviceable by us. Is that right? Because I'm about to offer to give you the service to your new address. Oh, that service. Oh, okay. I got it. Thank you so much for letting us know. So to have this, Julie, noted, let me just check-in here. If I heard you right, you said end of this month. Right? End of the month. Mhmm. So, actually, we are processing cancellation. You are moving out from this address at exactly at the end of the month, thirty first? Oh, okay. So you are request to, requesting to have it canceled at the end of this month. Okay. I got it. Because just when you were were processing a cancellation during weekdays to make sure it will process accordingly. But, yeah, if you still need the service until the thirty first, I will just coordinate this to our tech team. Okay? And then we'll send you the email confirmation for your reference that your service has been canceled on that day as you requested. Okay. You're welcome, and we appreciate this time you spent with Airtel. And please do have a great day, and be safe. Thank you. 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Good afternoon. Thank you so much for calling your account. How may I help you today? Second bill.\n\nOkay. I I got it. I would love to assist you today. May you please confirm your full name? Thank you.\n\nNice to have you in the line, Maximilian. So I'm going over to your account now. And what have you received are the two invoices. Right? Okay.\n\nYeah. That's the, yeah, that's the bottom line. We are aware about that incorrect outstanding balance showing on the account. Actually, we got that issue when our back end deal with some server restoration, and then it caused some billing error, which some accounts showing a payment. Like, for example, you made a payment for your May invoice, so your balance should be zero.\n\nRight? However, there are some accounts showing still $79 or double the amount, which is not correct. So, this morning, our accounts team actually, last over the weekend, we tried to filter all remaining, incorrect balances displayed on their account, and we are trying to resolve those. And your account is one of them. I could confirm that you've already made a payment May 1.\n\nRight? $79.95, which is your account is up to date. That's the only outstanding amount that you should have on the account. However, over the weekend, you're showing around more than $150, if I'm not mistaken. Yeah.\n\nRight now? Yeah. Yeah. And then our back end is trying to fix those issue, reason why they are trying to do the, what what they call on this, recurring invoices to take place. They try to cancel and put, and then they do some credit notes.\n\nBut I could see on here right now the invoice that's automatically sent to you, those were paid. That one is from April, was already paid and tagged as paid already, and it shows a credit note on my end as well as the other one. Have you tried to check your account through the customer portal? Because on my end, it's already showing zero balance. Mhmm.\n\nMm-mm. Yeah. I agree with you. Yeah. That's correct.\n\nBecause just this morning, it's just fixed out the outstanding displayed incorrect on your account because your account is up to date. As I've mentioned, our accounts team is reviewing all those accounts. It still has an issue with incorrect displayed balance. So I could confirm as of this moment we talk, your account is zero balance, which should be, and then the invoice sent automatically. This is part of the process they are trying to fix earlier.\n\nSo you may disregard it because I could see in here that you've already settled your current invoice, which is for May, and you've already got the official receipt as well. Yeah? Alright. Mm-mm. Yeah.\n\nYes. That's right. That's correct. And next statement or bill will be by next month covering the full month of June, and your account is zero balance as of this morning. And we appreciate you reach out, and we appreciate as well your on time payment on the account.\n\nMhmm. Mm-mm. Oh. Hello? I see.\n\nOh, okay. So, technically, you're saying the address where you are moving in is not serviceable by us. Is that right? Because I'm about to offer to give you the service to your new address. Oh, that service.\n\nOh, okay. I got it. Thank you so much for letting us know. So to have this, Julie, noted, let me just check-in here. If I heard you right, you said end of this month.\n\nRight? End of the month. Mhmm. So, actually, we are processing cancellation. You are moving out from this address at exactly at the end of the month, thirty first?\n\nOh, okay. So you are request to, requesting to have it canceled at the end of this month. Okay. I got it. Because just when you were were processing a cancellation during weekdays to make sure it will process accordingly.\n\nBut, yeah, if you still need the service until the thirty first, I will just coordinate this to our tech team. Okay? And then we'll send you the email confirmation for your reference that your service has been canceled on that day as you requested. Okay. You're welcome, and we appreciate this time you spent with Airtel.\n\nAnd please do have a great day, and be safe. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":0.96,"sentiment":"neutral","sentiment_score":0.22821566462516785},{"text":"Good afternoon.","start":0.96,"end":1.68,"sentiment":"positive","sentiment_score":0.38302944600582123},{"text":"Thank you so much for calling your account.","start":1.68,"end":3.6999998,"sentiment":"positive","sentiment_score":0.6666483134031296},{"text":"How may I help you today?","start":3.76,"end":5.06,"sentiment":"positive","sentiment_score":0.5057693322499593},{"text":"Second bill.","start":25.955,"end":26.915,"sentiment":"neutral","sentiment_score":-0.10803184285759926}],"sentiment":"positive","sentiment_score":0.481369124823495,"num_words":19,"start":0.71999997,"end":26.915},{"sentences":[{"text":"Okay.","start":26.915,"end":27.415,"sentiment":"neutral","sentiment_score":-0.026133250445127487},{"text":"I I got it.","start":27.82,"end":28.78,"sentiment":"neutral","sentiment_score":0.02892080508172512},{"text":"I would love to assist you today.","start":28.78,"end":30.48,"sentiment":"positive","sentiment_score":0.3591976059334619},{"text":"May you please confirm your full name?","start":30.619999,"end":33.12,"sentiment":"neutral","sentiment_score":0.14569598542792456},{"text":"Thank you.","start":36.7,"end":37.34,"sentiment":"positive","sentiment_score":0.3599523603916168}],"sentiment":"neutral","sentiment_score":0.20684332524736723,"num_words":21,"start":26.915,"end":37.34},{"sentences":[{"text":"Nice to have you in the line, Maximilian.","start":37.34,"end":39.28,"sentiment":"positive","sentiment_score":0.4744723550975323},{"text":"So I'm going over to your account now.","start":39.9,"end":42.559998,"sentiment":"neutral","sentiment_score":0.06122372020035982},{"text":"And what have you received are the two invoices.","start":43.325,"end":47.185,"sentiment":"neutral","sentiment_score":-0.018414746969938278},{"text":"Right?","start":47.565002,"end":48.065002,"sentiment":"neutral","sentiment_score":-0.03334129974246025},{"text":"Okay.","start":49.725002,"end":50.225002,"sentiment":"neutral","sentiment_score":-0.13952895998954773}],"sentiment":"neutral","sentiment_score":0.14618391184895127,"num_words":27,"start":37.34,"end":50.225002},{"sentences":[{"text":"Yeah.","start":69.104996,"end":69.505,"sentiment":"neutral","sentiment_score":-0.14486396312713623},{"text":"That's the, yeah, that's the bottom line.","start":69.505,"end":72.725,"sentiment":"neutral","sentiment_score":-0.14401131229741232},{"text":"We are aware about that incorrect outstanding balance showing on the account.","start":72.865,"end":78.244995,"sentiment":"neutral","sentiment_score":-0.3168764114379883},{"text":"Actually, we got that issue when our back end deal with some server restoration, and then it caused some billing error, which some accounts showing a payment.","start":78.545,"end":94.56999,"sentiment":"neutral","sentiment_score":-0.27067515695536576},{"text":"Like, for example, you made a payment for your May invoice, so your balance should be zero.","start":94.78999,"end":102.045,"sentiment":"neutral","sentiment_score":-0.14609230528859532}],"sentiment":"neutral","sentiment_score":-0.23042591428384185,"num_words":64,"start":69.104996,"end":102.045},{"sentences":[{"text":"Right?","start":102.045,"end":102.545,"sentiment":"neutral","sentiment_score":-0.091829352080822},{"text":"However, there are some accounts showing still $79 or double the amount, which is not correct.","start":102.845,"end":111.060005,"sentiment":"negative","sentiment_score":-0.4022426214069128},{"text":"So, this morning, our accounts team actually, last over the weekend, we tried to filter all remaining, incorrect balances displayed on their account, and we are trying to resolve those.","start":111.36,"end":127.395004,"sentiment":"neutral","sentiment_score":-0.26480483810106914},{"text":"And your account is one of them.","start":128.655,"end":130.895,"sentiment":"neutral","sentiment_score":-0.1429749812398638},{"text":"I could confirm that you've already made a payment May 1.","start":130.895,"end":136.195,"sentiment":"neutral","sentiment_score":-0.0008860426870259372}],"sentiment":"neutral","sentiment_score":-0.23819119655168974,"num_words":65,"start":102.045,"end":136.195},{"sentences":[{"text":"Right?","start":137.91,"end":138.41,"sentiment":"neutral","sentiment_score":0.0015931902453303335},{"text":"$79.95, which is your account is up to date.","start":138.47,"end":144.73,"sentiment":"neutral","sentiment_score":-0.009244915718833605},{"text":"That's the only outstanding amount that you should have on the account.","start":144.87,"end":149.37,"sentiment":"neutral","sentiment_score":-0.08949953876435757},{"text":"However, over the weekend, you're showing around more than $150, if I'm not mistaken.","start":149.83,"end":159.265,"sentiment":"neutral","sentiment_score":-0.15139115867870195},{"text":"Yeah.","start":159.96501,"end":160.46501,"sentiment":"neutral","sentiment_score":-0.10066702216863632}],"sentiment":"neutral","sentiment_score":-0.09123645297478179,"num_words":37,"start":137.91,"end":160.46501},{"sentences":[{"text":"Right now?","start":163.56999,"end":165.91,"sentiment":"neutral","sentiment_score":-0.1076427772641182},{"text":"Yeah.","start":167.25,"end":167.75,"sentiment":"neutral","sentiment_score":0.020890379324555397},{"text":"Yeah.","start":168.93,"end":169.25,"sentiment":"neutral","sentiment_score":0.002012781798839569},{"text":"And then our back end is trying to fix those issue, reason why they are trying to do the, what what they call on this, recurring invoices to take place.","start":169.25,"end":184.74501,"sentiment":"neutral","sentiment_score":-0.11528700267275174},{"text":"They try to cancel and put, and then they do some credit notes.","start":184.74501,"end":189.005,"sentiment":"neutral","sentiment_score":-0.10817413777112961}],"sentiment":"neutral","sentiment_score":-0.10760119711940593,"num_words":47,"start":163.56999,"end":189.005},{"sentences":[{"text":"But I could see on here right now the invoice that's automatically sent to you, those were paid.","start":189.065,"end":197.2,"sentiment":"neutral","sentiment_score":-0.0056720392571555246},{"text":"That one is from April, was already paid and tagged as paid already, and it shows a credit note on my end as well as the other one.","start":197.26001,"end":208.015,"sentiment":"neutral","sentiment_score":-0.002697253865855081},{"text":"Have you tried to check your account through the customer portal?","start":208.315,"end":212.155,"sentiment":"neutral","sentiment_score":-0.0965413512154059},{"text":"Because on my end, it's already showing zero balance.","start":212.155,"end":215.69499,"sentiment":"neutral","sentiment_score":-0.18546136220296225},{"text":"Mhmm.","start":220.90999,"end":221.40999,"sentiment":"neutral","sentiment_score":-0.14299704134464264}],"sentiment":"neutral","sentiment_score":-0.04554811909572402,"num_words":67,"start":189.065,"end":221.40999},{"sentences":[{"text":"Mm-mm.","start":226.90999,"end":227.06999,"sentiment":"neutral","sentiment_score":-0.17297182977199554},{"text":"Yeah.","start":227.06999,"end":227.54999,"sentiment":"neutral","sentiment_score":-0.06497079133987427},{"text":"I agree with you.","start":227.54999,"end":228.93,"sentiment":"neutral","sentiment_score":-0.0975114218890667},{"text":"Yeah.","start":229.79,"end":230.11,"sentiment":"neutral","sentiment_score":0.042722202837467194},{"text":"That's correct.","start":230.11,"end":230.75,"sentiment":"neutral","sentiment_score":0.16538602113723755}],"sentiment":"neutral","sentiment_score":-0.028277118172910478,"num_words":9,"start":226.90999,"end":230.75},{"sentences":[{"text":"Because just this morning, it's just fixed out the outstanding displayed incorrect on your account because your account is up to date.","start":230.75,"end":241.385,"sentiment":"neutral","sentiment_score":-0.033770196764221924},{"text":"As I've mentioned, our accounts team is reviewing all those accounts.","start":241.385,"end":246.125,"sentiment":"neutral","sentiment_score":-0.03603551456366073},{"text":"It still has an issue with incorrect displayed balance.","start":246.185,"end":249.645,"sentiment":"neutral","sentiment_score":-0.25592606431908077},{"text":"So I could confirm as of this moment we talk, your account is zero balance, which should be, and then the invoice sent automatically.","start":250.29999,"end":261.28,"sentiment":"neutral","sentiment_score":-0.029788403771817684},{"text":"This is part of the process they are trying to fix earlier.","start":262.135,"end":265.595,"sentiment":"neutral","sentiment_score":-0.09942219934115808}],"sentiment":"neutral","sentiment_score":-0.06859817500644101,"num_words":78,"start":230.75,"end":265.595},{"sentences":[{"text":"So you may disregard it because I could see in here that you've already settled your current invoice, which is for May, and you've already got the official receipt as well.","start":265.815,"end":279.09,"sentiment":"neutral","sentiment_score":-0.043963846540258776},{"text":"Yeah?","start":280.91,"end":281.41,"sentiment":"neutral","sentiment_score":0.1155356466770172},{"text":"Alright.","start":282.27002,"end":282.77002,"sentiment":"neutral","sentiment_score":0.2868378758430481},{"text":"Mm-mm.","start":287.23,"end":287.47,"sentiment":"neutral","sentiment_score":0.09066656976938248},{"text":"Yeah.","start":287.47,"end":287.97,"sentiment":"neutral","sentiment_score":0.06699338555335999}],"sentiment":"neutral","sentiment_score":-0.022938450425863267,"num_words":35,"start":265.815,"end":287.97},{"sentences":[{"text":"Yes.","start":289.15002,"end":289.63,"sentiment":"neutral","sentiment_score":0.1623627543449402},{"text":"That's right.","start":289.63,"end":290.35,"sentiment":"neutral","sentiment_score":0.26936180144548416},{"text":"That's correct.","start":290.35,"end":291.25,"sentiment":"neutral","sentiment_score":0.31711655855178833},{"text":"And next statement or bill will be by next month covering the full month of June, and your account is zero balance as of this morning.","start":291.47,"end":302.275,"sentiment":"neutral","sentiment_score":0.20949796644540933},{"text":"And we appreciate you reach out, and we appreciate as well your on time payment on the account.","start":302.275,"end":308.73,"sentiment":"positive","sentiment_score":0.5855537454287211}],"sentiment":"positive","sentiment_score":0.353514979992594,"num_words":49,"start":289.15002,"end":308.73},{"sentences":[{"text":"Mhmm.","start":313.59,"end":313.75,"sentiment":"neutral","sentiment_score":-0.0055002011358737946},{"text":"Mm-mm.","start":313.75,"end":314.25,"sentiment":"neutral","sentiment_score":-0.006188227795064449},{"text":"Oh.","start":322.205,"end":322.705,"sentiment":"neutral","sentiment_score":-0.05384893715381622},{"text":"Hello?","start":327.885,"end":328.385,"sentiment":"neutral","sentiment_score":0.06030210852622986},{"text":"I see.","start":329.965,"end":330.785,"sentiment":"neutral","sentiment_score":-0.11100402474403381}],"sentiment":"neutral","sentiment_score":-0.037873884507765375,"num_words":6,"start":313.59,"end":330.785},{"sentences":[{"text":"Oh, okay.","start":333.61002,"end":334.57,"sentiment":"neutral","sentiment_score":-0.09220560267567635},{"text":"So, technically, you're saying the address where you are moving in is not serviceable by us.","start":334.57,"end":341.77002,"sentiment":"neutral","sentiment_score":-0.2218988724052906},{"text":"Is that right?","start":341.77002,"end":342.49002,"sentiment":"neutral","sentiment_score":-0.11231042196353276},{"text":"Because I'm about to offer to give you the service to your new address.","start":342.49002,"end":347.07,"sentiment":"neutral","sentiment_score":-0.1207784435578755},{"text":"Oh, that service.","start":352.935,"end":353.915,"sentiment":"neutral","sentiment_score":-0.13680489857991537}],"sentiment":"neutral","sentiment_score":-0.16244835092833168,"num_words":38,"start":333.61002,"end":353.915},{"sentences":[{"text":"Oh, okay.","start":355.17502,"end":356.055,"sentiment":"neutral","sentiment_score":0.009067591279745102},{"text":"I got it.","start":356.055,"end":356.695,"sentiment":"neutral","sentiment_score":0.06081777811050415},{"text":"Thank you so much for letting us know.","start":356.695,"end":358.45502,"sentiment":"positive","sentiment_score":0.43934572488069534},{"text":"So to have this, Julie, noted, let me just check-in here.","start":358.45502,"end":362.95502,"sentiment":"neutral","sentiment_score":0.09957478093830022},{"text":"If I heard you right, you said end of this month.","start":363.0,"end":365.88,"sentiment":"neutral","sentiment_score":0.0066610537469387054}],"sentiment":"neutral","sentiment_score":0.13954138564211982,"num_words":35,"start":355.17502,"end":365.88},{"sentences":[{"text":"Right?","start":365.88,"end":366.38,"sentiment":"neutral","sentiment_score":0.010951915755867958},{"text":"End of the month.","start":367.16,"end":368.46,"sentiment":"neutral","sentiment_score":-0.035651254933327436},{"text":"Mhmm.","start":374.04,"end":374.54,"sentiment":"neutral","sentiment_score":-0.004884728230535984},{"text":"So, actually, we are processing cancellation.","start":375.56,"end":379.775,"sentiment":"neutral","sentiment_score":-0.037087638241549335},{"text":"You are moving out from this address at exactly at the end of the month, thirty first?","start":380.555,"end":386.255,"sentiment":"neutral","sentiment_score":-0.030726245001834983}],"sentiment":"neutral","sentiment_score":-0.03039344229960236,"num_words":29,"start":365.88,"end":386.255},{"sentences":[{"text":"Oh, okay.","start":393.77,"end":394.56998,"sentiment":"neutral","sentiment_score":0.00423166761174798},{"text":"So you are request to, requesting to have it canceled at the end of this month.","start":394.56998,"end":401.94998,"sentiment":"neutral","sentiment_score":-0.0254361541592516},{"text":"Okay.","start":404.425,"end":404.905,"sentiment":"neutral","sentiment_score":0.028933309018611908},{"text":"I got it.","start":404.905,"end":405.465,"sentiment":"neutral","sentiment_score":0.041330220798651375},{"text":"Because just when you were were processing a cancellation during weekdays to make sure it will process accordingly.","start":405.465,"end":413.565,"sentiment":"neutral","sentiment_score":-0.006988143858810266}],"sentiment":"neutral","sentiment_score":-0.00928444373421371,"num_words":40,"start":393.77,"end":413.565},{"sentences":[{"text":"But, yeah, if you still need the service until the thirty first, I will just coordinate this to our tech team.","start":414.185,"end":423.23,"sentiment":"neutral","sentiment_score":0.01751954826925482},{"text":"Okay?","start":423.23,"end":423.55002,"sentiment":"neutral","sentiment_score":0.06376363337039948},{"text":"And then we'll send you the email confirmation for your reference that your service has been canceled on that day as you requested.","start":423.55002,"end":432.845,"sentiment":"neutral","sentiment_score":0.0717761442065239},{"text":"Okay.","start":435.385,"end":435.885,"sentiment":"neutral","sentiment_score":0.27148768305778503},{"text":"You're welcome, and we appreciate this time you spent with Airtel.","start":436.825,"end":440.365,"sentiment":"positive","sentiment_score":0.5901136940175836}],"sentiment":"neutral","sentiment_score":0.15518006633378958,"num_words":57,"start":414.185,"end":440.365},{"sentences":[{"text":"And please do have a great day, and be safe.","start":440.505,"end":443.005,"sentiment":"positive","sentiment_score":0.5406001180410385},{"text":"Thank you.","start":444.825,"end":445.545,"sentiment":"positive","sentiment_score":0.8290746510028839},{"text":"Bye.","start":445.545,"end":446.045,"sentiment":"positive","sentiment_score":0.3349233567714691}],"sentiment":"positive","sentiment_score":0.5691595260913556,"num_words":13,"start":440.505,"end":446.045}]}}]},{"alternatives":[{"transcript":"Hi. I have two things that I need to go over today. The first one is I've just received a bill for a service that I shouldn't or rather, I paid my bill for the month. I've just received the second bill, and my account has a whole bunch of charge in it that shouldn't be there. Maximilian Malanfi. So when so when you did your billing change over a few months ago, I ended up with, like, 106 a $159.50 sitting in the account or as a as a negative in the account that shouldn't have been there. So Yep. Mhmm. Yeah. So it's now showing it's now showing 240 as the negative, which is is if there are three missed bills. Yes. That's the one that I've now received. Okay. The last time I haven't checked it today. The last time I went through the portal or what I believe the portal is, it was still showing the negative one negative one. Yeah. Yeah. Okay. Cool. That's all fine then. So from your end, it shows that we are all up to date until the May yet. Okay. Thank you. The second thing that I need to go over is I will be moving with the end of this month. So I need to cancel the account for for after May. Not because of any negative service. Your service has always been great, but I am moving. And thus, I will not be in the property that is actually linked up to the account. I do not believe it would be serviceable, and I believe it already yeah. It already has a cervix. I'm moving in with someone else who already has one. Yeah. Yeah. The service cutoff for the '30 like, May 31, it cuts off. There are no bills of June. Yes. Yep. So moving out a bit later, but we won't need the Internet. We will have us moved out. It only still goes up two days long. Bye bye. Yeah. Yes. The end of this month. Yeah. Okay. Thank you very much. Yeah. You too. Thank you very much. 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I have two things that I need to go over today. The first one is I've just received a bill for a service that I shouldn't or rather, I paid my bill for the month. I've just received the second bill, and my account has a whole bunch of charge in it that shouldn't be there. Maximilian Malanfi.\n\nSo when so when you did your billing change over a few months ago, I ended up with, like, 106 a $159.50 sitting in the account or as a as a negative in the account that shouldn't have been there. So Yep. Mhmm. Yeah. So it's now showing it's now showing 240 as the negative, which is is if there are three missed bills.\n\nYes. That's the one that I've now received. Okay. The last time I haven't checked it today. The last time I went through the portal or what I believe the portal is, it was still showing the negative one negative one.\n\nYeah. Yeah. Okay. Cool. That's all fine then.\n\nSo from your end, it shows that we are all up to date until the May yet. Okay. Thank you. The second thing that I need to go over is I will be moving with the end of this month. So I need to cancel the account for for after May.\n\nNot because of any negative service. Your service has always been great, but I am moving. And thus, I will not be in the property that is actually linked up to the account. I do not believe it would be serviceable, and I believe it already yeah. It already has a cervix.\n\nI'm moving in with someone else who already has one. Yeah. Yeah. The service cutoff for the '30 like, May 31, it cuts off. There are no bills of June.\n\nYes. Yep. So moving out a bit later, but we won't need the Internet. We will have us moved out. It only still goes up two days long.\n\nBye bye. Yeah. Yes. The end of this month. Yeah.\n\nOkay. Thank you very much. Yeah. You too. Thank you very much.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hi.","start":6.0,"end":6.5,"sentiment":"neutral","sentiment_score":-0.007700776681303978},{"text":"I have two things that I need to go over today.","start":7.12,"end":10.0199995,"sentiment":"neutral","sentiment_score":-0.040297344157641586},{"text":"The first one is I've just received a bill for a service that I shouldn't or rather, I paid my bill for the month.","start":11.04,"end":20.134998,"sentiment":"negative","sentiment_score":-0.36365075254191953},{"text":"I've just received the second bill, and my account has a whole bunch of charge in it that shouldn't be there.","start":20.134998,"end":25.595,"sentiment":"negative","sentiment_score":-0.5524131996291024},{"text":"Maximilian Malanfi.","start":34.53,"end":35.75,"sentiment":"neutral","sentiment_score":0.0880608819425106}],"sentiment":"negative","sentiment_score":-0.3492058483347044,"num_words":59,"start":6.0,"end":35.75},{"sentences":[{"text":"So when so when you did your billing change over a few months ago, I ended up with, like, 106 a $159.50 sitting in the account or as a as a negative in the account that shouldn't have been there.","start":40.245,"end":68.24,"sentiment":"neutral","sentiment_score":-0.24632249576970935},{"text":"So Yep.","start":69.82,"end":137.80501,"sentiment":"neutral","sentiment_score":-0.07784350449219346},{"text":"Mhmm.","start":142.17,"end":142.67,"sentiment":"neutral","sentiment_score":-0.008893545717000961},{"text":"Yeah.","start":158.105,"end":158.345,"sentiment":"neutral","sentiment_score":-0.0775354653596878},{"text":"So it's now showing it's now showing 240 as the negative, which is is if there are three missed 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Good afternoon. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi. I have two things that I need to go over today. The first one is I've just received a bill for a service that I shouldn't or rather, I paid my bill for the month. I've just received the second bill, and my account has a whole bunch of charge in it that shouldn't be there.\n\nChannel 0: Second bill. Okay. I I got it. I would love to assist you today. May you please confirm your full name?\n\nChannel 1: Maximilian Malanfi.\n\nChannel 0: Thank you. Nice to have you in the line, Maximilian. So I'm\n\nChannel 1: So\n\nChannel 0: going over to\n\nChannel 1: when\n\nChannel 0: your account now.\n\nChannel 1: so when\n\nChannel 0: And what have\n\nChannel 1: you\n\nChannel 0: you received\n\nChannel 1: did\n\nChannel 0: are the two\n\nChannel 1: your\n\nChannel 0: invoices.\n\nChannel 1: billing\n\nChannel 0: Right?\n\nChannel 1: change over\n\nChannel 0: Okay.\n\nChannel 1: a few months ago, I ended up with, like, 106 a $159.50 sitting in the account or as a as a negative in the account that shouldn't have been there.\n\nChannel 0: Yeah. That's\n\nChannel 1: So\n\nChannel 0: the, yeah, that's the bottom line. We are aware about that incorrect outstanding balance showing on the account. Actually, we got that issue when our back end deal with some server restoration, and then it caused some billing error, which some accounts showing a payment. Like, for example, you made a payment for your May invoice, so your balance should be zero. Right?\n\nHowever, there are some accounts showing still $79 or double the amount, which is not correct. So, this morning, our accounts team actually, last over the weekend, we tried to filter all remaining, incorrect balances displayed on their account, and we are trying to resolve those. And your account is one of them. I could confirm that you've already made a payment May 1.\n\nChannel 1: Yep.\n\nChannel 0: Right? $79.95, which is your\n\nChannel 1: Mhmm.\n\nChannel 0: account is up to date. That's the only outstanding amount that you should have on the account. However, over the weekend, you're showing around more than $150,\n\nChannel 1: Yeah.\n\nChannel 0: if I'm\n\nChannel 1: So\n\nChannel 0: not\n\nChannel 1: it's now\n\nChannel 0: mistaken.\n\nChannel 1: showing\n\nChannel 0: Yeah.\n\nChannel 1: it's now showing 240 as the negative, which\n\nChannel 0: Right\n\nChannel 1: is is if there are three missed\n\nChannel 0: now?\n\nChannel 1: bills. Yes. That's the one that I've\n\nChannel 0: Yeah.\n\nChannel 1: now received.\n\nChannel 0: Yeah. And then our back end is trying to fix those issue, reason why they are trying to do the, what what they call on this, recurring invoices to take place. They try to cancel and put, and then they do some credit notes. But I could see on here right now the invoice that's automatically sent to you, those were paid. That one is from April, was already paid and tagged as paid already, and it shows a credit note on my end as well as the other one.\n\nHave you tried to check your account through the customer portal? Because on my end, it's already showing zero balance.\n\nChannel 1: Okay. The last time I haven't checked it today. The last time I went\n\nChannel 0: Mhmm.\n\nChannel 1: through the portal or what I believe the portal is, it was still showing the negative one\n\nChannel 0: Mm-mm. Yeah. I agree\n\nChannel 1: negative\n\nChannel 0: with you.\n\nChannel 1: one. Yeah.\n\nChannel 0: Yeah. That's correct. Because just this morning, it's just fixed out the outstanding displayed incorrect on your account because your account is up to date. As I've mentioned, our accounts team is reviewing all those accounts. It still has an issue with incorrect displayed balance.\n\nSo I could confirm as of this moment we talk, your account is zero balance, which should be, and then the invoice sent automatically. This is part of the process they are trying to fix earlier. So you may disregard it because I could see in here that you've already settled your current invoice, which is for May, and you've already got the official receipt as well.\n\nChannel 1: Yeah. Okay.\n\nChannel 0: Yeah?\n\nChannel 1: Cool. That's all\n\nChannel 0: Alright.\n\nChannel 1: fine then. So from your end, it shows that we are all up to date until\n\nChannel 0: Mm-mm. Yeah.\n\nChannel 1: the May yet.\n\nChannel 0: Yes. That's right. That's correct. And next\n\nChannel 1: Okay.\n\nChannel 0: statement or bill will be by next month covering the full month of June, and your account is zero balance as of this morning. And we appreciate you reach out, and we appreciate as well your on time payment on the account.\n\nChannel 1: Thank you. The second thing that I need to\n\nChannel 0: Mhmm.\n\nChannel 1: go\n\nChannel 0: Mm-mm.\n\nChannel 1: over is I will be moving with the end of this month. So I need to cancel the account for\n\nChannel 0: Oh.\n\nChannel 1: for after May. Not because of any negative service. Your service has always been great, but\n\nChannel 0: Hello?\n\nChannel 1: I am moving. And thus, I will not be\n\nChannel 0: I\n\nChannel 1: in the\n\nChannel 0: see.\n\nChannel 1: property that is actually linked up to the account.\n\nChannel 0: Oh, okay. So, technically, you're saying the address where you are moving in is not serviceable by us. Is that right? Because I'm about to offer to give you the service to your new address.\n\nChannel 1: I do not believe it would be serviceable, and I believe it already yeah. It already has a cervix. I'm moving\n\nChannel 0: Oh, that\n\nChannel 1: in with\n\nChannel 0: service.\n\nChannel 1: someone else who already has one.\n\nChannel 0: Oh,\n\nChannel 1: Yeah.\n\nChannel 0: okay. I got it. Thank you so much for letting us know. So to have this, Julie, noted, let me just check-in here. If I heard you right, you said end of this month.\n\nRight?\n\nChannel 1: Yeah.\n\nChannel 0: End\n\nChannel 1: The\n\nChannel 0: of the\n\nChannel 1: service\n\nChannel 0: month.\n\nChannel 1: cutoff for the '30 like, May 31, it cuts off. There are no bills of June. Yes.\n\nChannel 0: Mhmm. So, actually, we are processing cancellation. You are moving out from this address at exactly at the end of the month,\n\nChannel 1: Yep.\n\nChannel 0: thirty first?\n\nChannel 1: So moving out a bit later, but we won't need the Internet. We will have us moved out. It only still goes up two days long. Bye bye.\n\nChannel 0: Oh, okay.\n\nChannel 1: Yeah.\n\nChannel 0: So you are request to, requesting to have it canceled at the end of this month.\n\nChannel 1: Yes. The end of this month.\n\nChannel 0: Okay. I got it. Because just when you were were processing a cancellation during weekdays to make sure it will process accordingly. But, yeah, if you still need the service until the thirty first, I will just coordinate this to our tech team. Okay?\n\nAnd then we'll send you the email confirmation for your reference that your service has been canceled on that day as you requested.\n\nChannel 1: Yeah. Okay. Thank\n\nChannel 0: Okay.\n\nChannel 1: you very much.\n\nChannel 0: You're welcome, and we appreciate this time you spent with Airtel. And please do have a great day, and be safe.\n\nChannel 1: Yeah. You too. Thank\n\nChannel 0: Thank\n\nChannel 1: you very\n\nChannel 0: you.\n\nChannel 1: much.\n\nChannel 0: Bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":0.96,"sentiment":"neutral","sentiment_score":0.22821566462516785},{"text":"Good afternoon.","start":0.96,"end":1.68,"sentiment":"positive","sentiment_score":0.38302944600582123},{"text":"Thank you so much for calling your account.","start":1.68,"end":3.6999998,"sentiment":"positive","sentiment_score":0.6666483134031296},{"text":"How may I help you today?","start":3.76,"end":5.06,"sentiment":"positive","sentiment_score":0.5057693322499593}],"sentiment":"positive","sentiment_score":0.5507104151389178,"channel":0,"num_words":17,"start":0.71999997,"end":5.06},{"sentences":[{"text":"Hi.","start":6.0,"end":6.5,"sentiment":"neutral","sentiment_score":-0.007700776681303978},{"text":"I have two things that I need to go over 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out.","start":389.82,"end":391.34,"sentiment":"neutral","sentiment_score":-0.08332759017745654},{"text":"It only still goes up two days long.","start":391.34,"end":393.26,"sentiment":"neutral","sentiment_score":-0.0950469234958291},{"text":"Bye bye.","start":393.26,"end":393.84,"sentiment":"neutral","sentiment_score":0.003266591898864135}],"sentiment":"neutral","sentiment_score":-0.07871885582114503,"channel":1,"num_words":28,"start":387.1,"end":393.84},{"sentences":[{"text":"Oh, okay.","start":393.77,"end":394.56998,"sentiment":"neutral","sentiment_score":0.00423166761174798}],"sentiment":"neutral","sentiment_score":0.00423166761174798,"channel":0,"num_words":2,"start":393.77,"end":394.56998},{"sentences":[{"text":"Yeah.","start":394.3,"end":394.8,"sentiment":"neutral","sentiment_score":-0.0005231872200965881}],"sentiment":"neutral","sentiment_score":-0.0005231872200965881,"channel":1,"num_words":1,"start":394.3,"end":394.8},{"sentences":[{"text":"So you are request to, requesting to have it canceled at the end of this month.","start":394.56998,"end":401.94998,"sentiment":"neutral","sentiment_score":-0.0254361541592516}],"sentiment":"neutral","sentiment_score":-0.0254361541592516,"channel":0,"num_words":16,"start":394.56998,"end":401.94998},{"sentences":[{"text":"Yes.","start":402.105,"end":402.505,"sentiment":"neutral","sentiment_score":0.0008553545922040939},{"text":"The end of this month.","start":402.505,"end":403.725,"sentiment":"neutral","sentiment_score":-0.010438638739287853}],"sentiment":"neutral","sentiment_score":-0.008556306517372528,"channel":1,"num_words":6,"start":402.105,"end":403.725},{"sentences":[{"text":"Okay.","start":404.425,"end":404.905,"sentiment":"neutral","sentiment_score":0.028933309018611908},{"text":"I got it.","start":404.905,"end":405.465,"sentiment":"neutral","sentiment_score":0.041330220798651375},{"text":"Because just when you were were processing a cancellation during weekdays to make sure it will process accordingly.","start":405.465,"end":413.565,"sentiment":"neutral","sentiment_score":-0.006988143858810266},{"text":"But, yeah, if you still need the service until the thirty first, I will just coordinate this to our tech team.","start":414.185,"end":423.23,"sentiment":"neutral","sentiment_score":0.01751954826925482},{"text":"Okay?","start":423.23,"end":423.55002,"sentiment":"neutral","sentiment_score":0.06376363337039948}],"sentiment":"neutral","sentiment_score":0.01042753474956209,"channel":0,"num_words":44,"start":404.425,"end":423.55002},{"sentences":[{"text":"And then we'll send you the email confirmation for your reference that your service has been canceled on that day as you requested.","start":423.55002,"end":432.845,"sentiment":"neutral","sentiment_score":0.0717761442065239}],"sentiment":"neutral","sentiment_score":0.0717761442065239,"channel":0,"num_words":23,"start":423.55002,"end":432.845},{"sentences":[{"text":"Yeah.","start":433.925,"end":434.425,"sentiment":"neutral","sentiment_score":0.07274556905031204},{"text":"Okay.","start":434.645,"end":435.145,"sentiment":"neutral","sentiment_score":0.12376269698143004},{"text":"Thank","start":435.205,"end":435.525,"sentiment":"neutral","sentiment_score":0.24144957959651947}],"sentiment":"neutral","sentiment_score":0.14598594854275385,"channel":1,"num_words":3,"start":433.925,"end":435.525},{"sentences":[{"text":"Okay.","start":435.385,"end":435.885,"sentiment":"neutral","sentiment_score":0.27148768305778503}],"sentiment":"neutral","sentiment_score":0.27148768305778503,"channel":0,"num_words":1,"start":435.385,"end":435.885},{"sentences":[{"text":"you very 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very","start":444.90002,"end":445.38,"sentiment":"positive","sentiment_score":0.909645289182663}],"sentiment":"positive","sentiment_score":0.909645289182663,"channel":1,"num_words":2,"start":444.90002,"end":445.38},{"sentences":[{"text":"you.","start":445.145,"end":445.545,"sentiment":"positive","sentiment_score":0.8132230639457703}],"sentiment":"positive","sentiment_score":0.8132230639457703,"channel":0,"num_words":1,"start":445.145,"end":445.545},{"sentences":[{"text":"much.","start":445.38,"end":445.88,"sentiment":"positive","sentiment_score":0.6661971807479858}],"sentiment":"positive","sentiment_score":0.6661971807479858,"channel":1,"num_words":1,"start":445.38,"end":445.88},{"sentences":[{"text":"Bye.","start":445.545,"end":446.045,"sentiment":"positive","sentiment_score":0.3349233567714691}],"sentiment":"positive","sentiment_score":0.3349233567714691,"channel":0,"num_words":1,"start":445.545,"end":446.045},{"sentences":[{"text":"Bye.","start":446.74002,"end":447.24002,"sentiment":"neutral","sentiment_score":-0.08424077183008194}],"sentiment":"neutral","sentiment_score":-0.08424077183008194,"channel":1,"num_words":1,"start":446.74002,"end":447.24002}]},"summary":{"result":"success","short":"The customer received two bills, one for a service they shouldn't have and one for a service they should have, but they were not properly charged. The agent explains that they are working to resolve the charges and cancel the account. The agent also confirms the customer's payment and explains that they are moving out of the service address at the end of the month. The customer is requested to cancel the service and the agent will coordinate with the tech team to cancel it."},"intents":{"segments":[{"text":"I have two things that I need to go over today. The first one is I've just received a bill for a service that I shouldn't or rather, I paid my bill for the month. I've just received the second bill, and my account has a whole bunch of charge in it that shouldn't be there. Second bill.","start_word":18,"end_word":75,"intents":[{"intent":"Report billing issue","confidence_score":0.052544627},{"intent":"Resolve billing error","confidence_score":0.027705548}]},{"text":"May you please confirm your full name?","start_word":88,"end_word":94,"intents":[{"intent":"Confirm account details","confidence_score":0.0144759985}]},{"text":"And then our back end is trying to fix those issue, reason why they are trying to do the, what what they call on this, recurring invoices to take place.","start_word":368,"end_word":397,"intents":[{"intent":"Fix billing issue","confidence_score":0.3754565}]},{"text":"Have you tried to check your account through the customer portal? Because on my end, it's already showing zero balance. Okay.","start_word":457,"end_word":477,"intents":[{"intent":"Check account","confidence_score":0.62000877}]},{"text":"Because just this morning, it's just fixed out the outstanding displayed incorrect on your account because your account is up to date. As I've mentioned, our accounts team is reviewing all those accounts. It still has an issue with incorrect displayed balance. So I could confirm as of this moment we talk, your account is zero balance, which should be, and then the invoice sent automatically.","start_word":521,"end_word":586,"intents":[{"intent":"Confirm balance","confidence_score":0.7004993}]},{"text":"So from your end, it shows that we are all up to date until Mm-mm. Yeah.","start_word":639,"end_word":654,"intents":[{"intent":"Confirm payment status","confidence_score":0.022247495}]},{"text":"So I need to cancel the account for Oh. for after May.","start_word":732,"end_word":743,"intents":[{"intent":"Cancel account","confidence_score":0.71040857}]},{"text":"Your service has always been great, but Hello? I am moving. And thus, I will not be I in the see. property that is actually linked up to the account. Oh, okay. So, technically, you're saying the address where you are moving in is not serviceable by us. Is that right? Because I'm about to offer to give you the service to your new address.","start_word":750,"end_word":814,"intents":[{"intent":"Provide service","confidence_score":0.16162035}]},{"text":"Because just when you were were processing a cancellation during weekdays to make sure it will process accordingly. But, yeah, if you still need the service until the thirty first, I will just coordinate this to our tech team. Okay?","start_word":990,"end_word":1029,"intents":[{"intent":"Coordinate service","confidence_score":0.2957606}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.22821566462516785},{"text":"Good afternoon. Thank you so much for calling your account. How may I help you today?","start_word":1,"end_word":16,"sentiment":"positive","sentiment_score":0.5589098930358887},{"text":"Hi. I have two things that I need to go over today.","start_word":17,"end_word":28,"sentiment":"neutral","sentiment_score":-0.031310100108385086},{"text":"The first one is I've just received a bill for a service that I shouldn't or rather, I paid my bill for the month. I've just received the second bill, and my account has a whole bunch of charge in it that shouldn't be there.","start_word":29,"end_word":73,"sentiment":"negative","sentiment_score":-0.4457687437534332},{"text":"Second bill. Okay. I I got it.","start_word":74,"end_word":80,"sentiment":"neutral","sentiment_score":-0.01746528409421444},{"text":"I would love to assist you today.","start_word":81,"end_word":87,"sentiment":"positive","sentiment_score":0.36212775111198425},{"text":"May you please confirm your full name? Maximilian Malanfi.","start_word":88,"end_word":96,"sentiment":"neutral","sentiment_score":0.11787749826908112},{"text":"Thank you. Nice to have you in the line, Maximilian.","start_word":97,"end_word":106,"sentiment":"positive","sentiment_score":0.4501526951789856},{"text":"So I'm So going over to when your account now. so when And what have you you received did are the two your invoices. billing Right? change over Okay. a few months ago, I ended up with, like, 106 a $159.50 sitting in the account or as a as a negative in the account that shouldn't have been there. Yeah. That's So the, yeah, that's the bottom line. We are aware about that incorrect outstanding balance showing on the account. Actually, we got that issue when our back end deal with some server restoration, and then it caused some billing error, which some accounts showing a payment. Like, for example, you made a payment for your May invoice, so your balance should be zero. Right?","start_word":107,"end_word":231,"sentiment":"neutral","sentiment_score":-0.19607436656951904},{"text":"However, there are some accounts showing still $79 or double the amount, which is not correct.","start_word":232,"end_word":247,"sentiment":"negative","sentiment_score":-0.3906397223472595},{"text":"So, this morning, our accounts team actually, last over the weekend, we tried to filter all remaining, incorrect balances displayed on their account, and we are trying to resolve those. And your account is one of them. I could confirm that you've already made a payment May 1. Yep. Right? $79.95, which is your Mhmm. account is up to date. That's the only outstanding amount that you should have on the account. However, over the weekend, you're showing around more than $150, Yeah. if I'm So not it's now mistaken. showing Yeah. it's now showing 240 as the negative, which Right is is if there are three missed now? bills. Yes. That's the one that I've Yeah. now received. Yeah. And then our back end is trying to fix those issue, reason why they are trying to do the, what what they call on this, recurring invoices to take place. They try to cancel and put, and then they do some credit notes. But I could see on here right now the invoice that's automatically sent to you, those were paid. That one is from April, was already paid and tagged as paid already, and it shows a credit note on my end as well as the other one. Have you tried to check your account through the customer portal? Because on my end, it's already showing zero balance. Okay. The last time I haven't checked it today. The last time I went Mhmm. through the portal or what I believe the portal is, it was still showing the negative one Mm-mm. Yeah. I agree negative with you. one. Yeah. Yeah. That's correct. Because just this morning, it's just fixed out the outstanding displayed incorrect on your account because your account is up to date. As I've mentioned, our accounts team is reviewing all those accounts. It still has an issue with incorrect displayed balance. So I could confirm as of this moment we talk, your account is zero balance, which should be, and then the invoice sent automatically. This is part of the process they are trying to fix earlier. So you may disregard it because I could see in here that you've already settled your current invoice, which is for May, and you've already got the official receipt as well. Yeah. Okay. Yeah? Cool. That's all Alright. fine then. So from your end, it shows that we are all up to date until Mm-mm. Yeah. the May yet. Yes. That's right. That's correct. And next Okay. statement or bill will be by next month covering the full month of June, and your account is zero balance as of this morning.","start_word":248,"end_word":689,"sentiment":"neutral","sentiment_score":-0.04662512292942175},{"text":"And we appreciate you reach out, and we appreciate as well your on time payment on the account. Thank you.","start_word":690,"end_word":709,"sentiment":"positive","sentiment_score":0.5769273638725281},{"text":"The second thing that I need to Mhmm. go Mm-mm. over is I will be moving with the end of this month. So I need to cancel the account for Oh. for after May. Not because of any negative service. Your service has always been great, but Hello? I am moving. And thus, I will not be I in the see. property that is actually linked up to the account. Oh, okay. So, technically, you're saying the address where you are moving in is not serviceable by us. Is that right? Because I'm about to offer to give you the service to your new address.","start_word":710,"end_word":814,"sentiment":"neutral","sentiment_score":-0.0835327700534392},{"text":"I do not believe it would be serviceable, and I believe it already yeah.","start_word":815,"end_word":828,"sentiment":"negative","sentiment_score":-0.39713871479034424},{"text":"It already has a cervix. I'm moving Oh, that in with service. someone else who already has one. Oh, Yeah. okay. I got it.","start_word":829,"end_word":852,"sentiment":"neutral","sentiment_score":-0.13598841428756714},{"text":"Thank you so much for letting us know.","start_word":853,"end_word":860,"sentiment":"positive","sentiment_score":0.44461652636528015},{"text":"So to have this, Julie, noted, let me just check-in here. If I heard you right, you said end of this month. Right? Yeah. End The of the service month. cutoff for the '30 like, May 31, it cuts off. There are no bills of June. Yes. Mhmm. So, actually, we are processing cancellation. You are moving out from this address at exactly at the end of the month, Yep. thirty first? So moving out a bit later, but we won't need the Internet. We will have us moved out. It only still goes up two days long. Bye bye. Oh, okay. Yeah. So you are request to, requesting to have it canceled at the end of this month. Yes. The end of this month. Okay. I got it. Because just when you were were processing a cancellation during weekdays to make sure it will process accordingly. But, yeah, if you still need the service until the thirty first, I will just coordinate this to our tech team. Okay? And then we'll send you the email confirmation for your reference that your service has been canceled on that day as you requested. Yeah. Okay. Thank Okay.","start_word":861,"end_word":1056,"sentiment":"neutral","sentiment_score":-0.0032453457824885845},{"text":"you very much. You're welcome, and we appreciate this time you spent with Airtel. And please do have a great day, and be safe.","start_word":1057,"end_word":1080,"sentiment":"positive","sentiment_score":0.5401142835617065},{"text":"Yeah. You too.","start_word":1081,"end_word":1083,"sentiment":"neutral","sentiment_score":0.1296468824148178},{"text":"Thank Thank you very you. much. Bye.","start_word":1084,"end_word":1090,"sentiment":"positive","sentiment_score":0.6779927611351013},{"text":"Bye.","start_word":1091,"end_word":1091,"sentiment":"neutral","sentiment_score":0.1900441348552704}],"average":{"sentiment":"neutral","sentiment_score":-0.036220306543405315}}}}