{"metadata":{"transaction_key":"deprecated","request_id":"019feea3-c2e8-7392-aaff-361b80bf6547","sha256":"9262f11118ff3e2b0a997d919782599372deb33a129bfb0613820805fc5e758f","created":"2026-08-11T02:25:39.513Z","duration":495.07193,"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":1436,"output_tokens":83},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1585,"output_tokens":1589},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1585,"output_tokens":220}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. This is Airtel accounts. How may I help you today? Alright. Sure. We're happy to assist you today. I'll just need to pull out your account. May I have your full name and your date of birth? Thank you. And if I heard you right, you said you are moving out on the fourteenth and you would like to cancel your services. Okay. Thank you so much for letting us know. And we can go ahead and reconnect your service to your new premises. Would you mind providing your new address? Yeah. Actually, we've also have other network besides with Supa because I've seen on your account that recently your existing services is under Soupa, but if it's under other network like NBN, Digitech, Bigify, we can also provide you services there, and we can still provide you a discount period. Is yeah. And and that way, you could save connection fee because if you will be applying for a new connection to your new premises where you are moving in, you will be that's considered a new account, and you need to pay a connection fee. However, on our end, since you are a existing customer, what we are going to do is just to transfer and activate services to your new location. We will just also need to change your address, but your account will still be same. Have you already activated the services to your new address? Mhmm. Oh, okay. OC Brava. We so if it's a OC Brava, technically, have you already checked which network? Is this an OptiCOM, NBN, Digitech? Oh, okay. Because NBN, I do see in here that our sales team has having a promo. They are providing, like, a 15% discount for three months and a accommodation voucher. Six months. And are you planning to get the same speed which is you're having right now with Zuppa 100 MBPS? Alright. Would you like me to transfer you to our sales rep? Because they do have, like, a promos as of this moment for all NBN serviceable address. It's a one year, I think. 10%, if I'm not mistaken. One year twelve months for 10%. Oh, okay. Got it. I I I do appreciate your honest in reference with this. So, yep, going back up to your request, you said you are requesting to have it canceled. '14. Okay. So that is next week. So, basically, our cancellation process is like what you are doing over the phone for security measure. And then along with that, it's a thirty days notice. So, technically, if you are canceling it on the '14, you still need to pay the service from September '14 to cover your thirty days notice because we are paying the services in advance to the network. Like, this month, we already paid for September's. Reason why all active accounts are being sent an invoice for this current month, but to the network, our arrangement is paying thirty days in advance with them to all services active for our customers. So it's okay for one moment. Is there any specific time that you would like to cancel the service on the fourteenth just to let our technical department? No. Okay. Because usually to set your proper expectation, if we forwarded a cancel request, they are usually doing it during morning. So there will be no problem if your services will be canceled August 14 in the morning. Okay. Let me just put here. And then it's also okay to you to process your last bill covering those fourteen days to comply with the thirty days notice on that cancel date. I I believe you have set up your nominated bank account for your recurring invoice. Right? Okay. Perfect. So all is said, I will have this noted, mister Banffu. So take note, August 14, we'll go ahead and process your last invoice to cover your thirty days notice for canceling the service. And then once it's settled, our technical team will go ahead and proceed completing the cancellation. And then afterwards, you will receive a email confirmation that your services has been canceled. Alright. Are you sure you don't want to take the 10% discount for one year for NBN? Okay. Maybe you have a planned travel. You'll also be getting a holiday accommodation voucher because, of course, we've valued you as a customer, and this is sad then that you are terminating your services with us because we have you since 2024. It's been a while. You sure about this? 10% for one year? If you change your mind, you still have until the fourteenth, just give us a call. Okay? And we'll be more than happy to activate your service to your new premises. We appreciate, the time that you spent with Airtel. Please change your mind. Stay with us. You sure about this? I don't want to let you go. Alright. You have my number. Just give us a callback. I'm still hopeful. Okay. You have a great day. 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Good afternoon. This is Airtel accounts. How may I help you today? Alright.\n\nSure. We're happy to assist you today. I'll just need to pull out your account. May I have your full name and your date of birth? Thank you.\n\nAnd if I heard you right, you said you are moving out on the fourteenth and you would like to cancel your services. Okay. Thank you so much for letting us know. And we can go ahead and reconnect your service to your new premises. Would you mind providing your new address?\n\nYeah. Actually, we've also have other network besides with Supa because I've seen on your account that recently your existing services is under Soupa, but if it's under other network like NBN, Digitech, Bigify, we can also provide you services there, and we can still provide you a discount period. Is yeah. And and that way, you could save connection fee because if you will be applying for a new connection to your new premises where you are moving in, you will be that's considered a new account, and you need to pay a connection fee. However, on our end, since you are a existing customer, what we are going to do is just to transfer and activate services to your new location.\n\nWe will just also need to change your address, but your account will still be same. Have you already activated the services to your new address? Mhmm. Oh, okay. OC Brava.\n\nWe so if it's a OC Brava, technically, have you already checked which network? Is this an OptiCOM, NBN, Digitech? Oh, okay. Because NBN, I do see in here that our sales team has having a promo. They are providing, like, a 15% discount for three months and a accommodation voucher.\n\nSix months. And are you planning to get the same speed which is you're having right now with Zuppa 100 MBPS? Alright. Would you like me to transfer you to our sales rep? Because they do have, like, a promos as of this moment for all NBN serviceable address.\n\nIt's a one year, I think. 10%, if I'm not mistaken. One year twelve months for 10%. Oh, okay. Got it.\n\nI I I do appreciate your honest in reference with this. So, yep, going back up to your request, you said you are requesting to have it canceled. '14. Okay. So that is next week.\n\nSo, basically, our cancellation process is like what you are doing over the phone for security measure. And then along with that, it's a thirty days notice. So, technically, if you are canceling it on the '14, you still need to pay the service from September '14 to cover your thirty days notice because we are paying the services in advance to the network. Like, this month, we already paid for September's. Reason why all active accounts are being sent an invoice for this current month, but to the network, our arrangement is paying thirty days in advance with them to all services active for our customers.\n\nSo it's okay for one moment. Is there any specific time that you would like to cancel the service on the fourteenth just to let our technical department? No. Okay. Because usually to set your proper expectation, if we forwarded a cancel request, they are usually doing it during morning.\n\nSo there will be no problem if your services will be canceled August 14 in the morning. Okay. Let me just put here. And then it's also okay to you to process your last bill covering those fourteen days to comply with the thirty days notice on that cancel date. I I believe you have set up your nominated bank account for your recurring invoice.\n\nRight? Okay. Perfect. So all is said, I will have this noted, mister Banffu. So take note, August 14, we'll go ahead and process your last invoice to cover your thirty days notice for canceling the service.\n\nAnd then once it's settled, our technical team will go ahead and proceed completing the cancellation. And then afterwards, you will receive a email confirmation that your services has been canceled. Alright. Are you sure you don't want to take the 10% discount for one year for NBN? Okay.\n\nMaybe you have a planned travel. You'll also be getting a holiday accommodation voucher because, of course, we've valued you as a customer, and this is sad then that you are terminating your services with us because we have you since 2024. It's been a while. You sure about this? 10% for one year?\n\nIf you change your mind, you still have until the fourteenth, just give us a call. Okay? And we'll be more than happy to activate your service to your new premises. We appreciate, the time that you spent with Airtel. Please change your mind.\n\nStay with us. You sure about this? I don't want to let you go. Alright. You have my number.\n\nJust give us a callback. I'm still hopeful. Okay. You have a great day. Be safe always.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.1999999,"end":1.52,"sentiment":"neutral","sentiment_score":0.2834858000278473},{"text":"Good afternoon.","start":1.52,"end":2.1799998,"sentiment":"positive","sentiment_score":0.476382777094841},{"text":"This is Airtel accounts.","start":2.24,"end":3.6799998,"sentiment":"positive","sentiment_score":0.3908079043030739},{"text":"How may I help you today?","start":3.6799998,"end":5.06,"sentiment":"positive","sentiment_score":0.4481620440880458},{"text":"Alright.","start":22.255001,"end":22.735,"sentiment":"neutral","sentiment_score":0.1438417136669159}],"sentiment":"positive","sentiment_score":0.40230692497321535,"num_words":14,"start":1.1999999,"end":22.735},{"sentences":[{"text":"Sure.","start":22.735,"end":23.135,"sentiment":"neutral","sentiment_score":0.318604052066803},{"text":"We're happy to assist you today.","start":23.135,"end":25.055,"sentiment":"positive","sentiment_score":0.6515309164921442},{"text":"I'll just 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already activated the services to your new address?","start":148.26999,"end":152.53,"sentiment":"neutral","sentiment_score":0.06283008456230163},{"text":"Mhmm.","start":155.865,"end":156.365,"sentiment":"neutral","sentiment_score":-0.029813723638653755},{"text":"Oh, okay.","start":167.30501,"end":168.60501,"sentiment":"neutral","sentiment_score":0.09659385308623314},{"text":"OC Brava.","start":169.16,"end":169.81999,"sentiment":"neutral","sentiment_score":0.04343082569539547}],"sentiment":"neutral","sentiment_score":0.03381790746484072,"num_words":31,"start":125.700005,"end":169.81999},{"sentences":[{"text":"We so if it's a OC Brava, technically, have you already checked which network?","start":169.87999,"end":176.54,"sentiment":"neutral","sentiment_score":0.008401484494762761},{"text":"Is this an OptiCOM, NBN, Digitech?","start":176.76,"end":180.22,"sentiment":"neutral","sentiment_score":0.011119783390313387},{"text":"Oh, okay.","start":187.665,"end":188.305,"sentiment":"neutral","sentiment_score":0.0667196474969387},{"text":"Because NBN, I do see in here that our sales team has having a promo.","start":188.305,"end":193.745,"sentiment":"neutral","sentiment_score":0.122599296271801},{"text":"They are providing, like, a 15% discount for three months and a accommodation voucher.","start":193.745,"end":200.1,"sentiment":"neutral","sentiment_score":0.1807606422475406}],"sentiment":"neutral","sentiment_score":0.09191014144715726,"num_words":51,"start":169.87999,"end":200.1},{"sentences":[{"text":"Six months.","start":207.20001,"end":208.08,"sentiment":"neutral","sentiment_score":0.0025685676373541355},{"text":"And are you planning to get the same speed which is you're having right now with Zuppa 100 MBPS?","start":208.08,"end":215.315,"sentiment":"neutral","sentiment_score":0.020319870918204908},{"text":"Alright.","start":222.88,"end":223.38,"sentiment":"neutral","sentiment_score":0.02547844871878624},{"text":"Would you like me to transfer you to our sales rep?","start":223.84,"end":226.96,"sentiment":"neutral","sentiment_score":0.016013600609519264},{"text":"Because they do have, like, a promos as of this moment for all NBN serviceable address.","start":226.96,"end":234.02,"sentiment":"neutral","sentiment_score":0.0695681304205209}],"sentiment":"neutral","sentiment_score":0.03481495560964151,"num_words":49,"start":207.20001,"end":234.02},{"sentences":[{"text":"It's a one year, I think.","start":235.92,"end":237.525,"sentiment":"neutral","sentiment_score":-0.027944861600796383},{"text":"10%, if I'm not mistaken.","start":237.765,"end":239.70499,"sentiment":"neutral","sentiment_score":-0.05736745670437813},{"text":"One year twelve months for 10%.","start":240.72499,"end":243.385,"sentiment":"neutral","sentiment_score":-0.042792076244950294},{"text":"Oh, okay.","start":247.92499,"end":248.64499,"sentiment":"neutral","sentiment_score":-0.025751013308763504},{"text":"Got it.","start":248.64499,"end":249.385,"sentiment":"neutral","sentiment_score":0.13788706064224243}],"sentiment":"neutral","sentiment_score":-0.02318984837759109,"num_words":21,"start":235.92,"end":249.385},{"sentences":[{"text":"I I I do appreciate your honest in reference with this.","start":249.525,"end":253.12,"sentiment":"positive","sentiment_score":0.48542398756200617},{"text":"So, yep, going back up to your request, you said you are requesting to have it canceled.","start":253.12,"end":260.98,"sentiment":"neutral","sentiment_score":-0.08248558410388582},{"text":"'14.","start":264.96,"end":265.46,"sentiment":"neutral","sentiment_score":-0.016002729535102844},{"text":"Okay.","start":267.275,"end":267.775,"sentiment":"neutral","sentiment_score":-0.004205549135804176},{"text":"So that is next week.","start":267.835,"end":269.195,"sentiment":"neutral","sentiment_score":-0.016780564934015273}],"sentiment":"neutral","sentiment_score":0.10952279514500073,"num_words":35,"start":249.525,"end":269.195},{"sentences":[{"text":"So, basically, our cancellation process is like what you are doing over the phone for security measure.","start":269.195,"end":276.735,"sentiment":"neutral","sentiment_score":-0.028829472358612454},{"text":"And then along with that, it's a thirty days notice.","start":277.115,"end":279.835,"sentiment":"neutral","sentiment_score":-0.043861804716289046},{"text":"So, technically, if you are canceling it on the '14, you still need to pay the service from September '14 to cover your thirty days notice because we are paying the services in advance to the network.","start":279.835,"end":295.13,"sentiment":"neutral","sentiment_score":-0.07461905368679278},{"text":"Like, this month, we already paid for September's.","start":295.43002,"end":298.475,"sentiment":"neutral","sentiment_score":-0.01501345494762063},{"text":"Reason why all active accounts are being sent an invoice for this current month, but to the network, our arrangement is paying thirty days in advance with them to all services active for our customers.","start":299.095,"end":314.4,"sentiment":"neutral","sentiment_score":-0.009412884499345507}],"sentiment":"neutral","sentiment_score":-0.03868395010026816,"num_words":107,"start":269.195,"end":314.4},{"sentences":[{"text":"So it's okay for one moment.","start":315.18,"end":317.74,"sentiment":"neutral","sentiment_score":0.129904393106699},{"text":"Is there any specific time that you would like to cancel the service on the fourteenth just to let our technical department?","start":317.74,"end":325.865,"sentiment":"neutral","sentiment_score":-0.11129394681616263},{"text":"No.","start":330.00497,"end":330.50497,"sentiment":"neutral","sentiment_score":-0.1609036922454834},{"text":"Okay.","start":332.56497,"end":332.965,"sentiment":"neutral","sentiment_score":0.04166136309504509},{"text":"Because usually to set your proper expectation, if we forwarded a cancel request, they are usually doing it during morning.","start":332.965,"end":342.3,"sentiment":"neutral","sentiment_score":0.10974858440458775}],"sentiment":"neutral","sentiment_score":0.008133777752518653,"num_words":50,"start":315.18,"end":342.3},{"sentences":[{"text":"So there will be no problem if your services will be canceled August 14 in the morning.","start":342.3,"end":348.96,"sentiment":"neutral","sentiment_score":0.2107767708161298},{"text":"Okay.","start":351.225,"end":351.705,"sentiment":"neutral","sentiment_score":0.2260414361953735},{"text":"Let me just put here.","start":351.705,"end":353.565,"sentiment":"neutral","sentiment_score":0.15907459557056428},{"text":"And then it's also okay to you to process your last bill covering those fourteen days to comply with the thirty days notice on that cancel date.","start":354.585,"end":366.88998,"sentiment":"neutral","sentiment_score":0.15945559288202613},{"text":"I I believe you have set up your nominated bank account for your recurring invoice.","start":366.88998,"end":373.61,"sentiment":"neutral","sentiment_score":0.19577841113011044}],"sentiment":"neutral","sentiment_score":0.18225533373367328,"num_words":65,"start":342.3,"end":373.61},{"sentences":[{"text":"Right?","start":373.61,"end":374.11,"sentiment":"neutral","sentiment_score":0.15574683248996735},{"text":"Okay.","start":377.025,"end":377.525,"sentiment":"neutral","sentiment_score":0.2642461657524109},{"text":"Perfect.","start":377.54498,"end":378.04498,"sentiment":"positive","sentiment_score":0.4258641302585602},{"text":"So all is said, I will have this noted, mister Banffu.","start":378.065,"end":382.165,"sentiment":"neutral","sentiment_score":0.11339353092692116},{"text":"So take note, August 14, we'll go ahead and process your last invoice to cover your thirty days notice for canceling the service.","start":382.70502,"end":392.97998,"sentiment":"neutral","sentiment_score":0.03153152658563593}],"sentiment":"neutral","sentiment_score":0.07617327243693776,"num_words":37,"start":373.61,"end":392.97998},{"sentences":[{"text":"And then once it's settled, our technical team will go ahead and proceed completing the cancellation.","start":393.44,"end":399.78,"sentiment":"neutral","sentiment_score":0.055063949432224035},{"text":"And then afterwards, you will receive a email confirmation that your services has been canceled.","start":400.63998,"end":407.875,"sentiment":"neutral","sentiment_score":0.04403742365539074},{"text":"Alright.","start":409.375,"end":409.875,"sentiment":"neutral","sentiment_score":0.0021974830888211727},{"text":"Are you sure you don't want to take the 10% discount for one year for NBN?","start":409.935,"end":414.835,"sentiment":"neutral","sentiment_score":-0.11996698327129707},{"text":"Okay.","start":419.95,"end":420.27002,"sentiment":"neutral","sentiment_score":0.17473939061164856}],"sentiment":"neutral","sentiment_score":-0.00410102679375179,"num_words":49,"start":393.44,"end":420.27002},{"sentences":[{"text":"Maybe you have a planned travel.","start":420.27002,"end":421.95,"sentiment":"neutral","sentiment_score":0.08086908546586831},{"text":"You'll also be getting a holiday accommodation voucher because, of course, we've valued you as a customer, and this is sad then that you are terminating your services with us because we have you since 2024.","start":421.95,"end":438.465,"sentiment":"neutral","sentiment_score":-0.08492903680437142},{"text":"It's been a while.","start":439.405,"end":440.545,"sentiment":"neutral","sentiment_score":-0.18799152225255966},{"text":"You sure about this?","start":443.645,"end":445.025,"sentiment":"neutral","sentiment_score":-0.002832799218595028},{"text":"10% for one year?","start":445.61002,"end":447.47,"sentiment":"neutral","sentiment_score":-0.005011044442653656}],"sentiment":"neutral","sentiment_score":-0.062140227329951746,"num_words":54,"start":420.27002,"end":447.47},{"sentences":[{"text":"If you change your mind, you still have until the fourteenth, just give us a call.","start":450.09,"end":454.81,"sentiment":"neutral","sentiment_score":0.02425284613855183},{"text":"Okay?","start":454.81,"end":455.29,"sentiment":"neutral","sentiment_score":0.03896306082606315},{"text":"And we'll be more than happy to activate your service to your new premises.","start":455.29,"end":459.15,"sentiment":"neutral","sentiment_score":0.21597127270485675},{"text":"We appreciate, the time that you spent with Airtel.","start":461.875,"end":465.41498,"sentiment":"neutral","sentiment_score":0.2898990147643619},{"text":"Please change your 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callback.","start":482.29,"end":483.59,"sentiment":"neutral","sentiment_score":0.06550906300544738},{"text":"I'm still hopeful.","start":485.68692,"end":486.74692,"sentiment":"positive","sentiment_score":0.5551421642303467},{"text":"Okay.","start":487.20694,"end":487.52692,"sentiment":"positive","sentiment_score":0.6436367034912109},{"text":"You have a great day.","start":487.52692,"end":488.82693,"sentiment":"positive","sentiment_score":0.8194792032241821},{"text":"Be safe always.","start":490.00693,"end":491.06693,"sentiment":"positive","sentiment_score":0.612866739432017}],"sentiment":"positive","sentiment_score":0.5042708673897911,"num_words":17,"start":482.29,"end":491.06693}]}}]},{"alternatives":[{"transcript":"Hi. So we me and my other housemates are moving out, and I'll I'll leave soon then on the August 14. And I'd like to check on our service for that day since we won't be here. Awesome. Salaam Bamford, 03/02/2004. Yeah. No. We were gonna go with Aussie Broadband for the new so I thought we can do at the new place because it's not a private connection like this apartment. Alright. I just really wanted to go with Aussie Broadband. So I think we won't be keeping this one, especially because we'll have a couple more people, and they like the deal that they're getting with that many people in the house. Not yet. I used to be before we came to this apartment, I had an account with Aussie Broadband. And that's the service we're using then, and they seem to like that one. So since we're moving back near that area, they would prefer to go. It was an NBN one and, yeah, we we we used to be with them prior to moving to this apartment. Yeah. The I think Desi Brown, that one has one for six months. But yeah. No. We're gonna get that higher speed since there's one additional person moving in with us. No. Thank you. No. They just wanna get with what what they already know with this one. On the on the fourteenth. No. We no. We don't have any specific time in mind together. Yeah. This should be. No problems. Yeah. Yeah. Yeah. The Worldline stuff. Yeah. Awesome. Yeah. Yeah. I'm sure. Thank you for offering, Yeah. That it was it has been a while. Yeah. Oh my goodness. Yeah. Yeah. I've I've I'm sure. I'm sure. I'm sure. Thank you so much. Yeah. Yeah. I'm good. I'm Awesome. Thank you so much. You too. Thank you. Thank you. Thank 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So we me and my other housemates are moving out, and I'll I'll leave soon then on the August 14. And I'd like to check on our service for that day since we won't be here. Awesome. Salaam Bamford, 03/02/2004.\n\nYeah. No. We were gonna go with Aussie Broadband for the new so I thought we can do at the new place because it's not a private connection like this apartment. Alright. I just really wanted to go with Aussie Broadband.\n\nSo I think we won't be keeping this one, especially because we'll have a couple more people, and they like the deal that they're getting with that many people in the house. Not yet. I used to be before we came to this apartment, I had an account with Aussie Broadband. And that's the service we're using then, and they seem to like that one. So since we're moving back near that area, they would prefer to go.\n\nIt was an NBN one and, yeah, we we we used to be with them prior to moving to this apartment. Yeah. The I think Desi Brown, that one has one for six months. But yeah. No.\n\nWe're gonna get that higher speed since there's one additional person moving in with us. No. Thank you. No. They just wanna get with what what they already know with this one.\n\nOn the on the fourteenth. No. We no. We don't have any specific time in mind together. Yeah.\n\nThis should be. No problems. Yeah. Yeah. Yeah.\n\nThe Worldline stuff. Yeah. Awesome. Yeah. Yeah.\n\nI'm sure. Thank you for offering, Yeah. That it was it has been a while. Yeah. Oh my goodness.\n\nYeah. Yeah. I've I've I'm sure. I'm sure. I'm sure.\n\nThank you so much. Yeah. Yeah. I'm good. I'm Awesome.\n\nThank you so much. You too. Thank you. Thank you. 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Good afternoon. This is Airtel accounts. How may I help you today?\n\nChannel 1: Hi. So we me and my other housemates are moving out, and I'll I'll leave soon then on the August 14. And I'd like to check on our service for that day since we won't be here.\n\nChannel 0: Alright. Sure. We're happy to assist you today. I'll just need to pull out your account. May I have your full name and your date of birth?\n\nChannel 1: Awesome. Salaam Bamford, 03/02/2004.\n\nChannel 0: Thank you. And if I heard you right, you said you are moving out on the fourteenth and you would like to cancel your services.\n\nChannel 1: Yeah.\n\nChannel 0: Okay. Thank you so much for letting us know. And we can go ahead and reconnect your service to your new premises. Would you mind providing your new address?\n\nChannel 1: No. We were gonna go with Aussie Broadband for the new so I thought we can do at the new place because it's not a private connection like this apartment.\n\nChannel 0: Yeah. Actually, we've also have other network besides with Supa because I've seen on your account that recently your existing services is under Soupa, but if it's under other network like NBN, Digitech, Bigify, we can also provide you services there, and we can still provide you a discount period. Is yeah. And and that way, you could save connection fee because if you will be applying for a new connection to your new premises where you are moving in, you will be that's considered a new account, and you need to pay a connection fee. However, on our end, since you are a existing customer, what we are going to do is just to transfer and activate services to your new location.\n\nWe will just also need to change your address, but your account will still\n\nChannel 1: Alright. I just really wanted to go with Aussie Broadband. So I think we won't be keeping this one, especially because we'll have a couple\n\nChannel 0: be\n\nChannel 1: more\n\nChannel 0: same.\n\nChannel 1: people, and they like the deal that they're getting with that many people in the house.\n\nChannel 0: Have you already activated the services to your new address?\n\nChannel 1: Not yet. I used to be before we came to this\n\nChannel 0: Mhmm.\n\nChannel 1: apartment, I had an account with Aussie Broadband. And that's the service we're using then, and they seem to like that one. So since we're moving back near that area, they would prefer\n\nChannel 0: Oh, okay.\n\nChannel 1: to go.\n\nChannel 0: OC Brava. We so if it's a OC Brava, technically, have you already checked which network? Is this an OptiCOM, NBN, Digitech?\n\nChannel 1: It was an NBN one and, yeah, we we we used to be with them prior to moving to this apartment.\n\nChannel 0: Oh, okay. Because NBN, I do see in here that our sales team has having a promo. They are providing, like, a 15% discount for three months and a accommodation voucher.\n\nChannel 1: Yeah. The I think Desi Brown, that one has one for six months. But\n\nChannel 0: Six months. And\n\nChannel 1: yeah.\n\nChannel 0: are you planning to get the same speed which is you're having right now with Zuppa 100 MBPS?\n\nChannel 1: No. We're gonna get that higher speed since there's one additional person moving in with us.\n\nChannel 0: Alright. Would you like me to transfer you to our sales rep? Because they do have, like, a promos as of this moment for all NBN serviceable address.\n\nChannel 1: No. Thank\n\nChannel 0: It's\n\nChannel 1: you.\n\nChannel 0: a one year, I think. 10%, if I'm not mistaken. One year twelve months for 10%.\n\nChannel 1: No. They just wanna get with what what they already know with this\n\nChannel 0: Oh, okay.\n\nChannel 1: one.\n\nChannel 0: Got it. I I I do appreciate your honest in reference with this. So, yep, going back up to your request, you said you are requesting to have it canceled.\n\nChannel 1: On the on the fourteenth.\n\nChannel 0: '14. Okay. So that is next week. So, basically, our cancellation process is like what you are doing over the phone for security measure. And then along with that, it's a thirty days notice.\n\nSo, technically, if you are canceling it on the '14, you still need to pay the service from September '14 to cover your thirty days notice because we are paying the services in advance to the network. Like, this month, we already paid for September's. Reason why all active accounts are being sent an invoice for this current month, but to the network, our arrangement is paying thirty days in advance with them to all services active for our customers. So it's okay for one moment. Is there any specific time that you would like to cancel the service on the fourteenth just to let our technical department?\n\nChannel 1: No. We no. We don't have any specific\n\nChannel 0: No.\n\nChannel 1: time in mind together.\n\nChannel 0: Okay. Because usually to set your proper expectation, if we forwarded a cancel request, they are usually doing it during morning. So there will be no problem if your services will be canceled August 14 in the morning.\n\nChannel 1: Yeah. This should be. No problems.\n\nChannel 0: Okay. Let me just put here. And then it's also okay to you to process your last bill covering those fourteen days to comply with the thirty days notice\n\nChannel 1: Yeah.\n\nChannel 0: on that cancel date. I I believe you have set up your nominated bank account for your recurring invoice. Right?\n\nChannel 1: Yeah. Yeah. The Worldline stuff. Yeah.\n\nChannel 0: Okay. Perfect. So all is said, I will have this noted, mister Banffu. So take note, August 14, we'll go ahead and process your last invoice to cover your thirty days notice for canceling the service. And then once it's settled, our technical team will go ahead and proceed completing the cancellation.\n\nAnd then afterwards, you will receive a email confirmation that your services has been canceled. Alright. Are you sure you don't want to take the 10% discount for one year for\n\nChannel 1: Awesome.\n\nChannel 0: NBN?\n\nChannel 1: Yeah. Yeah. I'm sure. Thank you for offering,\n\nChannel 0: Okay. Maybe you have a planned travel. You'll also be getting a holiday accommodation voucher because, of course, we've valued you as a customer, and this is sad then that you are terminating your services with us because we have you since 2024.\n\nChannel 1: Yeah. That\n\nChannel 0: It's\n\nChannel 1: it was\n\nChannel 0: been a while.\n\nChannel 1: it has been a while. Yeah. Oh my goodness.\n\nChannel 0: You sure\n\nChannel 1: Yeah.\n\nChannel 0: about this?\n\nChannel 1: Yeah. I've\n\nChannel 0: 10%\n\nChannel 1: I've\n\nChannel 0: for one year?\n\nChannel 1: I'm sure. I'm sure.\n\nChannel 0: If you change your mind, you still have until the fourteenth, just give us a call. Okay? And we'll\n\nChannel 1: I'm\n\nChannel 0: be more\n\nChannel 1: sure.\n\nChannel 0: than happy to activate your service to your new premises.\n\nChannel 1: Thank you so much.\n\nChannel 0: We appreciate, the time that you spent with Airtel. Please\n\nChannel 1: Yeah.\n\nChannel 0: change your mind. Stay with us.\n\nChannel 1: Yeah. I'm good.\n\nChannel 0: You sure about this? I don't want\n\nChannel 1: I'm\n\nChannel 0: to let you go. Alright. You have my number. Just give us a callback.\n\nChannel 1: Awesome. Thank you so much.\n\nChannel 0: I'm still hopeful. Okay. You have a great day.\n\nChannel 1: You too. Thank\n\nChannel 0: Be\n\nChannel 1: you.\n\nChannel 0: safe always.\n\nChannel 1: Thank you. Thank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.1999999,"end":1.52,"sentiment":"neutral","sentiment_score":0.2834858000278473},{"text":"Good afternoon.","start":1.52,"end":2.1799998,"sentiment":"positive","sentiment_score":0.476382777094841},{"text":"This is Airtel accounts.","start":2.24,"end":3.6799998,"sentiment":"positive","sentiment_score":0.3908079043030739},{"text":"How may I help you today?","start":3.6799998,"end":5.06,"sentiment":"positive","sentiment_score":0.4481620440880458}],"sentiment":"positive","sentiment_score":0.42218886430446917,"channel":0,"num_words":13,"start":1.1999999,"end":5.06},{"sentences":[{"text":"Hi.","start":5.6,"end":6.1,"sentiment":"neutral","sentiment_score":0.014684798195958138},{"text":"So we me and my other housemates are moving out, and I'll I'll leave soon then on the August 14.","start":7.12,"end":15.215,"sentiment":"neutral","sentiment_score":-0.03250935506075621},{"text":"And I'd like to check on our service for that day since 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network like NBN, Digitech, Bigify, we can also provide you services there, and we can still provide you a discount period.","start":72.755005,"end":95.21,"sentiment":"neutral","sentiment_score":0.09746189320421948},{"text":"Is yeah.","start":96.63,"end":98.09,"sentiment":"neutral","sentiment_score":0.14242105185985565},{"text":"And and that way, you could save connection fee because if you will be applying for a new connection to your new premises where you are moving in, you will be that's considered a new account, and you need to pay a connection fee.","start":98.39,"end":114.785,"sentiment":"neutral","sentiment_score":0.1512389744377949},{"text":"However, on our end, since you are a existing customer, what we are going to do is just to transfer and activate services to your new 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The representative offers to transfer the service to a new location and change the customer's address. The customer is informed of a promotion for all NBN serviceable addresses and is given the option to cancel on the requested date. The customer is given the option to cancel on the requested date and is advised of a cancellation process and a holiday accommodation voucher."},"intents":{"segments":[{"text":"This is Airtel accounts. How may I help you today?","start_word":3,"end_word":12,"intents":[{"intent":"Offer service assistance","confidence_score":0.00008877805}]},{"text":"This is Airtel accounts. How may I help you today? Hi.","start_word":3,"end_word":13,"intents":[{"intent":"Offer assistance","confidence_score":0.058849562}]},{"text":"May I have your full name and your date of birth? Awesome.","start_word":66,"end_word":77,"intents":[{"intent":"Provide name and date of birth","confidence_score":0.0025865189},{"intent":"Confirm full name and date of birth","confidence_score":0.000011342263}]},{"text":"And if I heard you right, you said you are moving out on the fourteenth and you would like to cancel your services. Yeah.","start_word":83,"end_word":106,"intents":[{"intent":"Cancel services","confidence_score":0.03357281}]},{"text":"We were gonna go with Aussie Broadband for the new so I thought we can do at the new place because it's not a private connection like this apartment. Yeah.","start_word":137,"end_word":166,"intents":[{"intent":"Provide new address","confidence_score":0.6287651}]},{"text":"Actually, we've also have other network besides with Supa because I've seen on your account that recently your existing services is under Soupa, but if it's under other network like NBN, Digitech, Bigify, we can also provide you services there, and we can still provide you a discount period. Is yeah.","start_word":167,"end_word":217,"intents":[{"intent":"Provide discount","confidence_score":0.073096715}]},{"text":"And and that way, you could save connection fee because if you will be applying for a new connection to your new premises where you are moving in, you will be that's considered a new account, and you need to pay a connection fee.","start_word":218,"end_word":261,"intents":[{"intent":"Provide connection fee","confidence_score":0.030714035}]},{"text":"And and that way, you could save connection fee because if you will be applying for a new connection to your new premises where you are moving in, you will be that's considered a new account, and you need to pay a connection fee. However, on our end, since you are a existing customer, what we are going to do is just to transfer and activate services to your new location.","start_word":218,"end_word":288,"intents":[{"intent":"Transfer to new location","confidence_score":0.0042127655}]},{"text":"We so if it's a OC Brava, technically, have you already checked which network? Is this an OptiCOM, NBN, Digitech?","start_word":408,"end_word":427,"intents":[{"intent":"Check network for discounts","confidence_score":0.00045860265}]},{"text":"are you planning to get the same speed which is you're having right now with Zuppa 100 MBPS? No.","start_word":498,"end_word":516,"intents":[{"intent":"Confirm speed","confidence_score":0.017684396}]},{"text":"Would you like me to transfer you to our sales rep? Because they do have, like, a promos as of this moment for all NBN serviceable address. No.","start_word":533,"end_word":560,"intents":[{"intent":"Transfer to sales rep","confidence_score":0.011498746}]},{"text":"So, yep, going back up to your request, you said you are requesting to have it canceled. On the on the fourteenth.","start_word":609,"end_word":630,"intents":[{"intent":"Cancel service","confidence_score":0.4575269}]},{"text":"Reason why all active accounts are being sent an invoice for this current month, but to the network, our arrangement is paying thirty days in advance with them to all services active for our customers.","start_word":710,"end_word":744,"intents":[{"intent":"Pay bill","confidence_score":0.39361888}]},{"text":"So all is said, I will have this noted, mister Banffu. So take note, August 14, we'll go ahead and process your last invoice to cover your thirty days notice for canceling the service. And then once it's settled, our technical team will go ahead and proceed completing the cancellation. And then afterwards, you will receive a email confirmation that your services has been canceled. Alright.","start_word":888,"end_word":953,"intents":[{"intent":"Confirm service cancellation","confidence_score":0.014731284}]},{"text":"Are you sure you don't want to take the 10% discount for one year for Awesome. NBN?","start_word":954,"end_word":970,"intents":[{"intent":"Request discount","confidence_score":0.07126221}]},{"text":"We appreciate, the time that you spent with Airtel. Please Yeah. change your mind. Stay with us. Yeah. I'm good. You sure about this? I don't want I'm to let you go. Alright. You have my number. Just give us a callback. Awesome. Thank you so much.","start_word":1092,"end_word":1138,"intents":[{"intent":"Express gratitude","confidence_score":0.039940994}]},{"text":"You have my number. Just give us a callback. Awesome.","start_word":1125,"end_word":1134,"intents":[{"intent":"Request callback","confidence_score":0.20507482}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.2834858000278473},{"text":"Good afternoon. This is Airtel accounts. How may I help you today?","start_word":1,"end_word":12,"sentiment":"positive","sentiment_score":0.42688748240470886},{"text":"Hi. So we me and my other housemates are moving out, and I'll I'll leave soon then on the August 14. And I'd like to check on our service for that day since we won't be here. Alright. Sure.","start_word":13,"end_word":51,"sentiment":"neutral","sentiment_score":-0.014216642826795578},{"text":"We're happy to assist you today.","start_word":52,"end_word":57,"sentiment":"positive","sentiment_score":0.6164266467094421},{"text":"I'll just need to pull out your account. May I have your full name and your date of birth? Awesome. Salaam Bamford, 03/02/2004. Thank you.","start_word":58,"end_word":82,"sentiment":"neutral","sentiment_score":0.14824561774730682},{"text":"And if I heard you right, you said you are moving out on the fourteenth and you would like to cancel your services.","start_word":83,"end_word":105,"sentiment":"negative","sentiment_score":-0.4184019267559051},{"text":"Yeah. Okay.","start_word":106,"end_word":107,"sentiment":"neutral","sentiment_score":-0.12400446087121964},{"text":"Thank you so much for letting us know.","start_word":108,"end_word":115,"sentiment":"positive","sentiment_score":0.3551894426345825},{"text":"And we can go ahead and reconnect your service to your new premises. Would you mind providing your new address? No. We were gonna go with Aussie Broadband for the new so I thought we can do at the new place because it's not a private connection like this apartment. Yeah. Actually, we've also have other network besides with Supa because I've seen on your account that recently your existing services is under Soupa, but if it's under other network like NBN, Digitech, Bigify, we can also provide you services there, and we can still provide you a discount period. Is yeah. And and that way, you could save connection fee because if you will be applying for a new connection to your new premises where you are moving in, you will be that's considered a new account, and you need to pay a connection fee. However, on our end, since you are a existing customer, what we are going to do is just to transfer and activate services to your new location. We will just also need to change your address, but your account will still Alright.","start_word":116,"end_word":303,"sentiment":"neutral","sentiment_score":0.05730973858326832},{"text":"I just really wanted to go with Aussie Broadband.","start_word":304,"end_word":312,"sentiment":"positive","sentiment_score":0.4474462866783142},{"text":"So I think we won't be keeping this one, especially because we'll have a couple be more same.","start_word":313,"end_word":330,"sentiment":"neutral","sentiment_score":0.17095226049423218},{"text":"people, and they like the deal that they're getting with that many people in the house.","start_word":331,"end_word":346,"sentiment":"positive","sentiment_score":0.6242624521255493},{"text":"Have you already activated the services to your new address? Not yet. I used to be before we came to this Mhmm. apartment, I had an account with Aussie Broadband. And that's the service we're using then, and they seem to like that one. So since we're moving back near that area, they would prefer Oh, okay. to go. OC Brava. We so if it's a OC Brava, technically, have you already checked which network? Is this an OptiCOM, NBN, Digitech? It was an NBN one and, yeah, we we we used to be with them prior to moving to this apartment. Oh, okay. Because NBN, I do see in here that our sales team has having a promo. They are providing, like, a 15% discount for three months and a accommodation voucher. Yeah. The I think Desi Brown, that one has one for six months. But Six months. And yeah. are you planning to get the same speed which is you're having right now with Zuppa 100 MBPS? No. We're gonna get that higher speed since there's one additional person moving in with us. Alright. Would you like me to transfer you to our sales rep? Because they do have, like, a promos as of this moment for all NBN serviceable address. No. Thank It's you. a one year, I think. 10%, if I'm not mistaken. One year twelve months for 10%. No. They just wanna get with what what they already know with this Oh, okay. one. Got it.","start_word":347,"end_word":597,"sentiment":"neutral","sentiment_score":0.011756394592770544},{"text":"I I I do appreciate your honest in reference with this.","start_word":598,"end_word":608,"sentiment":"positive","sentiment_score":0.5026872158050537},{"text":"So, yep, going back up to your request, you said you are requesting to have it canceled. On the on the fourteenth. '14. Okay. So that is next week. So, basically, our cancellation process is like what you are doing over the phone for security measure. And then along with that, it's a thirty days notice. So, technically, if you are canceling it on the '14, you still need to pay the service from September '14 to cover your thirty days notice because we are paying the services in advance to the network. Like, this month, we already paid for September's. Reason why all active accounts are being sent an invoice for this current month, but to the network, our arrangement is paying thirty days in advance with them to all services active for our customers. So it's okay for one moment. Is there any specific time that you would like to cancel the service on the fourteenth just to let our technical department? No. We no. We don't have any specific No. time in mind together. Okay. Because usually to set your proper expectation, if we forwarded a cancel request, they are usually doing it during morning. So there will be no problem if your services will be canceled August 14 in the morning. Yeah. This should be. No problems. Okay. Let me just put here. And then it's also okay to you to process your last bill covering those fourteen days to comply with the thirty days notice Yeah. on that cancel date. I I believe you have set up your nominated bank account for your recurring invoice. Right? Yeah. Yeah. The Worldline stuff. Yeah. Okay.","start_word":609,"end_word":886,"sentiment":"neutral","sentiment_score":0.023323796039594592},{"text":"Perfect.","start_word":887,"end_word":887,"sentiment":"positive","sentiment_score":0.4258641302585602},{"text":"So all is said, I will have this noted, mister Banffu. So take note, August 14, we'll go ahead and process your last invoice to cover your thirty days notice for canceling the service. And then once it's settled, our technical team will go ahead and proceed completing the cancellation. And then afterwards, you will receive a email confirmation that your services has been canceled. Alright. Are you sure you don't want to take the 10% discount for one year for Awesome. NBN? Yeah. Yeah. I'm sure. Thank you for offering, Okay. Maybe you have a planned travel. You'll also be getting a holiday accommodation voucher because, of course, we've valued you as a customer, and this is sad then that you are terminating your services with us because we have you since 2024. Yeah. That It's it was been a while. it has been a while. Yeah. Oh my goodness. You sure Yeah. about this? Yeah. I've 10% I've for one year? I'm sure. I'm sure. If you change your mind, you still have until the fourteenth, just give us a call. Okay? And we'll I'm be more sure. than happy to activate your service to your new premises. Thank you so much. We appreciate, the time that you spent with Airtel. Please Yeah. change your mind. Stay with us. Yeah. I'm good. You sure about this? I don't want I'm to let you go. Alright. You have my number. Just give us a callback.","start_word":888,"end_word":1133,"sentiment":"neutral","sentiment_score":0.021502645686268806},{"text":"Awesome. Thank you so much. I'm still hopeful. Okay. You have a great day. You too. Thank Be you. safe always. Thank you. Thank you.","start_word":1134,"end_word":1158,"sentiment":"positive","sentiment_score":0.6243637800216675}],"average":{"sentiment":"neutral","sentiment_score":0.06131890826888472}}}}