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So, love, ma'am, first of all, I sincerely apologize for bothering you today, but I just wanted to follow-up regarding our last conversation. Isn't it you mentioned that you would like to cancel the service due to the card deletion you've been experiencing, like, we requested to remove your card. However, it was not removed, and then the recurring invoice you have for your Internet service has been automatically processed. So, basically, we have not canceled the service yet because your September invoice has already been paid, and we want to ensure that you're able to utilize the service you already paid for this month. But since our, the new billing cycle begins tomorrow, October 1, We would like to confirm whether you would still need to proceed with the cancellation because I would love to be honest with you. We've taken further step to investigate why the card deletion has not taking effect on your account. And the latest update we received from our back end team is that there's still some configuration issue. So, I'm afraid they're still working this to be resolved. So, what I'm concerned is about your October invoice. So since it's still ongoing resolution, once your October invoice has been generated yeah. Oh, okay. Mm-mm. One more month. Mhmm. Mm-mm. No. You you don't have any option to cancel the service or plan for the site, but I'll go ahead and take note of this just to be more clarified. Okay? So technically, what we are going to do is you will continue your service to Airtel the full month of October, and then by November, we will cancel the service. So basically, the invoice that you will be paying for October will cover until up the the the month, and then let me check. Okay? Because if we did not get any update from you, I will consider this as your notice. So if we did not get any update from you or if you change your mind, something like that before the end of October, we'll proceed in canceling your service October 31. Usually, they're processing a cancellation during morning. Is that okay? Okay. And then once the service has been canceled, you will receive, like, an email confirmation that it was canceled. And also to set your proper expectation, Lavemith, since there's still an ongoing issue with the card deletion, your October invoice might be processed automatically with the card that you have on file. And I do apologize in advance if that will happen again this month. But anyway, they are just processing the amount that was showing from your invoice, which is the $69.95. That's, yeah, reason why I'm calling you because I take note of your concern and then reach out to to the concern department to resolve it. However, until this end of month, it's still ongoing resolution. Reason why I tried my best to talk to you just to give you an update. And, two other Internet service provider, you're you're looking forward to a cheaper price? Mm-mm. The data. Mhmm. But our tech team reach out to you. Have you gotten any tech support about that? Mhmm. Oh. Mhmm. Okay. 50 4 oh, okay. Yeah. Because I'm thinking to provide you or to extend the discount for you for the same plan with the 10% discount for three months if you will be staying with Airtel. And then I will ask our tech team to go ahead and reach out to you again to check and provide any resolution, investigate to fix the latency or your Internet service issue. Yeah. Three months discounted period. That's the max we can 15, and then it will go back to regular price of $69.95. Or if because, you know what, love med? I've personally I've talked to you not once, but twice, thrice. I personally value you as our customer because I really appreciate that you're being transparent with your concern. Like, you're telling us your concern. That way, we can try to resolve something like that. Reason why I'm trying to check the best possible way to communicate, resolve your issue, or at least provide you any discounted period to stay with us, something like that. Or how about if I can extend it for six months? Mhmm. Mhmm. Mhmm. Okay. I'm so sorry to hear about yeah. I understand. I'm so sorry to hear about this experience you had. Because it Mhmm. Yeah. So let's go ahead and put things this way. For the meantime, your October services, and then within this month, after this call, I'll go ahead and endorse your account to our tech team to check. I'll tell them that you are having a speed issue, and then let's start from there. If it's fixed, we can go ahead and happy to provide you the discounted period. If was not fixed, we will just go ahead and move forward and cancel your service by November 1 as the original plan that you had. But I will still endorse your slow speed issue to our tech team right away so they can do the necessary investigation, send you oh, what's the best time to give you a qualified man? As I understand, you're a busy man. Like this, after five? Mm-mm. Uh-huh. Oh, okay. Sure. Okay. Sure. Thank you. I'll have this noted and add these details to our tech rep. So once again, I appreciate your, feedback and your time answering my phone call. And I'm sorry if your October invoice will be processed automatically this month since the card deletion is still ongoing. Okay? I'm so sorry for that. Yeah. Yeah. That is right. That is correct. Basically, our I'm sorry. Go ahead. Yeah. Basically, our back end account statement is processing the payment first week until the eleventh of each month. And then, yeah, we will apply your discounted period. Once the issue has been resolved this month, we will apply it to your next month onwards if it's resolved once you decided to stay with us. If not, we can proceed with tomorrow tomorrow, our tech rep will give you a call before anytime before twelve. Right? Okay. Thank you so much. Everything has been properly documented. And, again, I appreciate your time. Please have a good night ahead. Okay? Thank you. Sure. Thank you. 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Hi, love. This is Melissa from Airtel, the one that you spoke. So first of I'm good. Thank you so much for answering my phone call.\n\nSo, love, ma'am, first of all, I sincerely apologize for bothering you today, but I just wanted to follow-up regarding our last conversation. Isn't it you mentioned that you would like to cancel the service due to the card deletion you've been experiencing, like, we requested to remove your card. However, it was not removed, and then the recurring invoice you have for your Internet service has been automatically processed. So, basically, we have not canceled the service yet because your September invoice has already been paid, and we want to ensure that you're able to utilize the service you already paid for this month. But since our, the new billing cycle begins tomorrow, October 1, We would like to confirm whether you would still need to proceed with the cancellation because I would love to be honest with you.\n\nWe've taken further step to investigate why the card deletion has not taking effect on your account. And the latest update we received from our back end team is that there's still some configuration issue. So, I'm afraid they're still working this to be resolved. So, what I'm concerned is about your October invoice. So since it's still ongoing resolution, once your October invoice has been generated yeah.\n\nOh, okay. Mm-mm. One more month. Mhmm. Mm-mm.\n\nNo. You you don't have any option to cancel the service or plan for the site, but I'll go ahead and take note of this just to be more clarified. Okay? So technically, what we are going to do is you will continue your service to Airtel the full month of October, and then by November, we will cancel the service. So basically, the invoice that you will be paying for October will cover until up the the the month, and then let me check.\n\nOkay? Because if we did not get any update from you, I will consider this as your notice. So if we did not get any update from you or if you change your mind, something like that before the end of October, we'll proceed in canceling your service October 31. Usually, they're processing a cancellation during morning. Is that okay?\n\nOkay. And then once the service has been canceled, you will receive, like, an email confirmation that it was canceled. And also to set your proper expectation, Lavemith, since there's still an ongoing issue with the card deletion, your October invoice might be processed automatically with the card that you have on file. And I do apologize in advance if that will happen again this month. But anyway, they are just processing the amount that was showing from your invoice, which is the $69.95.\n\nThat's, yeah, reason why I'm calling you because I take note of your concern and then reach out to to the concern department to resolve it. However, until this end of month, it's still ongoing resolution. Reason why I tried my best to talk to you just to give you an update. And, two other Internet service provider, you're you're looking forward to a cheaper price? Mm-mm.\n\nThe data. Mhmm. But our tech team reach out to you. Have you gotten any tech support about that? Mhmm.\n\nOh. Mhmm. Okay. 50 4 oh, okay. Yeah.\n\nBecause I'm thinking to provide you or to extend the discount for you for the same plan with the 10% discount for three months if you will be staying with Airtel. And then I will ask our tech team to go ahead and reach out to you again to check and provide any resolution, investigate to fix the latency or your Internet service issue. Yeah. Three months discounted period. That's the max we can 15, and then it will go back to regular price of $69.95.\n\nOr if because, you know what, love med? I've personally I've talked to you not once, but twice, thrice. I personally value you as our customer because I really appreciate that you're being transparent with your concern. Like, you're telling us your concern. That way, we can try to resolve something like that.\n\nReason why I'm trying to check the best possible way to communicate, resolve your issue, or at least provide you any discounted period to stay with us, something like that. Or how about if I can extend it for six months? Mhmm. Mhmm. Mhmm.\n\nOkay. I'm so sorry to hear about yeah. I understand. I'm so sorry to hear about this experience you had. Because it Mhmm.\n\nYeah. So let's go ahead and put things this way. For the meantime, your October services, and then within this month, after this call, I'll go ahead and endorse your account to our tech team to check. I'll tell them that you are having a speed issue, and then let's start from there. If it's fixed, we can go ahead and happy to provide you the discounted period.\n\nIf was not fixed, we will just go ahead and move forward and cancel your service by November 1 as the original plan that you had. But I will still endorse your slow speed issue to our tech team right away so they can do the necessary investigation, send you oh, what's the best time to give you a qualified man? As I understand, you're a busy man. Like this, after five? Mm-mm.\n\nUh-huh. Oh, okay. Sure. Okay. Sure.\n\nThank you. I'll have this noted and add these details to our tech rep. So once again, I appreciate your, feedback and your time answering my phone call. And I'm sorry if your October invoice will be processed automatically this month since the card deletion is still ongoing. Okay?\n\nI'm so sorry for that. Yeah. Yeah. That is right. That is correct.\n\nBasically, our I'm sorry. Go ahead. Yeah. Basically, our back end account statement is processing the payment first week until the eleventh of each month. And then, yeah, we will apply your discounted period.\n\nOnce the issue has been resolved this month, we will apply it to your next month onwards if it's resolved once you decided to stay with us. If not, we can proceed with tomorrow tomorrow, our tech rep will give you a call before anytime before twelve. Right? Okay. Thank you so much.\n\nEverything has been properly documented. And, again, I appreciate your time. Please have a good night ahead. Okay? Thank you.\n\nSure. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":2.08,"end":2.56,"sentiment":"neutral","sentiment_score":0.17107316851615906},{"text":"Hi, love.","start":2.56,"end":3.4399998,"sentiment":"positive","sentiment_score":0.42943641543388367},{"text":"This is Melissa from Airtel, the one that you spoke.","start":3.4399998,"end":7.7,"sentiment":"neutral","sentiment_score":0.2779976099729538},{"text":"So first of I'm good.","start":8.24,"end":10.08,"sentiment":"positive","sentiment_score":0.35219369530677797},{"text":"Thank you so much for answering my phone call.","start":10.08,"end":12.559999,"sentiment":"positive","sentiment_score":0.48736410836378735}],"sentiment":"positive","sentiment_score":0.36878398336746077,"num_words":27,"start":2.08,"end":12.559999},{"sentences":[{"text":"So, love, ma'am, first of all, I sincerely apologize for bothering you today, but I just wanted to follow-up regarding our last 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Airtel the full month of October, and then by November, we will cancel the service.","start":153.05,"end":166.88501,"sentiment":"neutral","sentiment_score":0.0054498806595802305},{"text":"So basically, the invoice that you will be paying for October will cover until up the the the month, and then let me check.","start":166.945,"end":174.43001,"sentiment":"neutral","sentiment_score":0.06130250791708628}],"sentiment":"neutral","sentiment_score":-0.0201724792666295,"num_words":85,"start":140.03499,"end":174.43001},{"sentences":[{"text":"Okay?","start":174.43001,"end":174.75,"sentiment":"neutral","sentiment_score":0.04052010178565979},{"text":"Because if we did not get any update from you, I will consider this as your notice.","start":174.75,"end":180.59001,"sentiment":"neutral","sentiment_score":-0.024061674361719805},{"text":"So if we did not get any update from you or if you change your mind, something like that before the end of October, we'll proceed in canceling your service October 31.","start":180.59001,"end":192.92499,"sentiment":"neutral","sentiment_score":-0.09067910863086581},{"text":"Usually, they're processing a cancellation during morning.","start":193.545,"end":196.745,"sentiment":"neutral","sentiment_score":-0.06673830481512207},{"text":"Is that okay?","start":196.745,"end":197.725,"sentiment":"neutral","sentiment_score":0.05348364512125651}],"sentiment":"neutral","sentiment_score":-0.0596162839482228,"num_words":60,"start":174.43001,"end":197.725},{"sentences":[{"text":"Okay.","start":199.465,"end":199.705,"sentiment":"neutral","sentiment_score":0.12733347713947296},{"text":"And then once the service has been canceled, you will receive, like, an email confirmation that it was canceled.","start":199.705,"end":206.23001,"sentiment":"neutral","sentiment_score":0.28997522592544556},{"text":"And also to set your proper expectation, Lavemith, since there's still an ongoing issue with the card deletion, your October invoice might be processed automatically 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okay.","start":363.42502,"end":371.045,"sentiment":"neutral","sentiment_score":0.126495448872447},{"text":"Yeah.","start":372.625,"end":373.02502,"sentiment":"neutral","sentiment_score":0.0893937349319458}],"sentiment":"neutral","sentiment_score":0.06434958707541227,"num_words":8,"start":339.4425,"end":373.02502},{"sentences":[{"text":"Because I'm thinking to provide you or to extend the discount for you for the same plan with the 10% discount for three months if you will be staying with Airtel.","start":373.02502,"end":382.91998,"sentiment":"neutral","sentiment_score":0.17619621297044138},{"text":"And then I will ask our tech team to go ahead and reach out to you again to check and provide any resolution, investigate to fix the latency or your Internet service issue.","start":383.3,"end":395.495,"sentiment":"neutral","sentiment_score":0.023448904355367024},{"text":"Yeah.","start":406.73,"end":407.21002,"sentiment":"neutral","sentiment_score":0.07836108654737473},{"text":"Three months discounted period.","start":407.21002,"end":409.15002,"sentiment":"neutral","sentiment_score":0.06748505122959614},{"text":"That's the max we can 15, and then it will go back to regular price of $69.95.","start":409.53,"end":417.95,"sentiment":"neutral","sentiment_score":0.04390426867586725}],"sentiment":"neutral","sentiment_score":0.08523918959030578,"num_words":86,"start":373.02502,"end":417.95},{"sentences":[{"text":"Or if because, you know what, love med?","start":423.305,"end":427.865,"sentiment":"neutral","sentiment_score":-0.19326308369636536},{"text":"I've personally I've talked to you not once, but twice, thrice.","start":427.865,"end":432.425,"sentiment":"neutral","sentiment_score":-0.16462227769873358},{"text":"I personally value you as our customer because I really appreciate that you're being transparent with your concern.","start":432.425,"end":441.69998,"sentiment":"positive","sentiment_score":0.7086946931150224},{"text":"Like, you're telling us your 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Yes. Yes, miss Lisa. How are you? Okay. Yeah. Yeah. That's fine. And because I I had look. I have a looked for the other Telstra one, the five g network, and I'm going with that. But it's taking one or two weeks. So I will continue this month in the month of October, but I will be canceling in the month of October because Telstra is giving me a bit cheaper plan what Airtel is giving me. So I might go with them and cancel with the Airtel. So it I'll still go with one more month, like October with you. Yeah. And then I'll cancel it from my I'll I'll log in through the web like, the app, and I'll cancel my plan and everything. Yes. Yes. Yep. Should be fine. No. Like, I'm getting the same service speed, like, 20 five and five Mbps for Telstra, but they are offering at much cheaper price than what you guys are offering. And secondly, from last quite a month, I had also raised one or two times in the past that my wife has been having trouble with the Wi Fi connection in the evenings. Like, lot of apps on her phone and the TV basic TV is not that fast. Like, it's buffering a lot. And she she doesn't use the Wi Fi in the home. She uses her data. So, yeah, so there's no point in looking like I would be continuing with the a pen because the that issue has never been resolved in the They they have they have just sent me that test for the speed test, but the speed test shows I don't understand what does it shows in the, you know, the speed, what it shows. But this issue has been my wife having from last two, three months. And I was trying to find something, and luckily, I got the Telstra good deal. So I might go with them. Because they offering me at $54. So yes. 54 for the same 25 by five Mbps speed and five g connectivity. Yeah. Yeah. But three months, it's going to be just $6 less from what I'm assuming, what I'll be paying you guys. Yeah. Then yeah. Yeah. So no. Yeah. No. I I I got Okay. But look, the issue is not that even if I take the discount, but that's the secondary part. The first part is that I should get a proper speed at because we are not four, five person living in a house. It's just me and my wife, and it's a small two bedroom apartment. It's not even a very big house that the Wi Fi is way too far and we are in living room. It's not like that. But she's experiencing the Wi Fi connection speed. Everyday, she has been asking me, is your apps working properly on the Wi Fi? Because her reels or the videos go buffer on the phone as well. So I don't know. Look. If you if you are saying that, I won't I won't mind giving a try. But I I if the issue gets resolved, then I'm happy to stay for six months. But if the issue doesn't get resolved, I might then discontinue. Yes. Sure. Yeah. Look. If you wanna call, you can call me around before twelve. And before twelve should be fine because after twelve, I start my job. So it gets bit difficult for me. So you you can call me anytime before twelve in the noon. Alright. So so the October October will be processed same way. And then then I'll be waiting for the confirmation about the speed and if that issue can be resolved. And if that issue resolved, then only I'll be going on with the discounted period of time. Right? Alright. And when yeah. No. No. That's fine. No. No. No. That's fine. You go ahead. Alright. And when to expect the call or update from you guys? Tomorrow? Yeah. Yeah. It should be fine. You too. Thank you for the upgrade. Bye, Melissa. 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Yes. Yes, miss Lisa. How are you? Okay.\n\nYeah. Yeah. That's fine. And because I I had look. I have a looked for the other Telstra one, the five g network, and I'm going with that.\n\nBut it's taking one or two weeks. So I will continue this month in the month of October, but I will be canceling in the month of October because Telstra is giving me a bit cheaper plan what Airtel is giving me. So I might go with them and cancel with the Airtel. So it I'll still go with one more month, like October with you. Yeah.\n\nAnd then I'll cancel it from my I'll I'll log in through the web like, the app, and I'll cancel my plan and everything. Yes. Yes. Yep. Should be fine.\n\nNo. Like, I'm getting the same service speed, like, 20 five and five Mbps for Telstra, but they are offering at much cheaper price than what you guys are offering. And secondly, from last quite a month, I had also raised one or two times in the past that my wife has been having trouble with the Wi Fi connection in the evenings. Like, lot of apps on her phone and the TV basic TV is not that fast. Like, it's buffering a lot.\n\nAnd she she doesn't use the Wi Fi in the home. She uses her data. So, yeah, so there's no point in looking like I would be continuing with the a pen because the that issue has never been resolved in the They they have they have just sent me that test for the speed test, but the speed test shows I don't understand what does it shows in the, you know, the speed, what it shows. But this issue has been my wife having from last two, three months. And I was trying to find something, and luckily, I got the Telstra good deal.\n\nSo I might go with them. Because they offering me at $54. So yes. 54 for the same 25 by five Mbps speed and five g connectivity. Yeah.\n\nYeah. But three months, it's going to be just $6 less from what I'm assuming, what I'll be paying you guys. Yeah. Then yeah. Yeah.\n\nSo no. Yeah. No. I I I got Okay. But look, the issue is not that even if I take the discount, but that's the secondary part.\n\nThe first part is that I should get a proper speed at because we are not four, five person living in a house. It's just me and my wife, and it's a small two bedroom apartment. It's not even a very big house that the Wi Fi is way too far and we are in living room. It's not like that. But she's experiencing the Wi Fi connection speed.\n\nEveryday, she has been asking me, is your apps working properly on the Wi Fi? Because her reels or the videos go buffer on the phone as well. So I don't know. Look. If you if you are saying that, I won't I won't mind giving a try.\n\nBut I I if the issue gets resolved, then I'm happy to stay for six months. But if the issue doesn't get resolved, I might then discontinue. Yes. Sure. Yeah.\n\nLook. If you wanna call, you can call me around before twelve. And before twelve should be fine because after twelve, I start my job. So it gets bit difficult for me. So you you can call me anytime before twelve in the noon.\n\nAlright. So so the October October will be processed same way. And then then I'll be waiting for the confirmation about the speed and if that issue can be resolved. And if that issue resolved, then only I'll be going on with the discounted period of time. Right?\n\nAlright. And when yeah. No. No. That's fine.\n\nNo. No. No. That's fine. You go ahead.\n\nAlright. And when to expect the call or update from you guys? Tomorrow? Yeah. Yeah.\n\nIt should be fine. You too. Thank you for the upgrade. Bye, Melissa. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":1.36,"end":1.86,"sentiment":"neutral","sentiment_score":0.03290988877415657},{"text":"Yes.","start":6.7999997,"end":7.2,"sentiment":"neutral","sentiment_score":0.25979083776474},{"text":"Yes, miss Lisa.","start":7.2,"end":8.24,"sentiment":"neutral","sentiment_score":0.18921433885892233},{"text":"How are you?","start":8.24,"end":9.139999,"sentiment":"neutral","sentiment_score":0.27230505645275116},{"text":"Okay.","start":11.36,"end":11.86,"sentiment":"positive","sentiment_score":0.4016790390014648}],"sentiment":"neutral","sentiment_score":0.23099310571948686,"num_words":9,"start":1.36,"end":11.86},{"sentences":[{"text":"Yeah.","start":97.25,"end":97.49,"sentiment":"neutral","sentiment_score":-0.02964106574654579},{"text":"Yeah.","start":97.49,"end":97.81,"sentiment":"neutral","sentiment_score":0.012931784614920616},{"text":"That's fine.","start":97.81,"end":98.369995,"sentiment":"neutral","sentiment_score":0.06376823037862778},{"text":"And because I I had look.","start":98.369995,"end":100.925,"sentiment":"neutral","sentiment_score":-0.022645870844523113},{"text":"I have a looked for the other Telstra one, the five g network, and I'm going with that.","start":100.925,"end":107.965004,"sentiment":"neutral","sentiment_score":-0.052672330704000264}],"sentiment":"neutral","sentiment_score":-0.03475535707548261,"num_words":28,"start":97.25,"end":107.965004},{"sentences":[{"text":"But it's taking one or two weeks.","start":107.965004,"end":110.125,"sentiment":"neutral","sentiment_score":-0.217878024492945},{"text":"So I will continue this month in the month of October, but I will be canceling in the month of October because Telstra is giving me a bit cheaper plan what Airtel is giving me.","start":110.125,"end":122.42,"sentiment":"neutral","sentiment_score":-0.08732550772173064},{"text":"So I might go with them and cancel with the Airtel.","start":122.799995,"end":125.86,"sentiment":"neutral","sentiment_score":-0.14786677197976547},{"text":"So it I'll still go with one more month, like October with you.","start":126.0,"end":130.235,"sentiment":"neutral","sentiment_score":-0.061416086812432},{"text":"Yeah.","start":130.235,"end":130.555,"sentiment":"neutral","sentiment_score":-0.04820110648870468}],"sentiment":"neutral","sentiment_score":-0.10529378609759595,"num_words":67,"start":107.965004,"end":130.555},{"sentences":[{"text":"And then I'll cancel it from my I'll I'll log in through the web like, the app, and I'll cancel my plan and everything.","start":130.555,"end":139.455,"sentiment":"neutral","sentiment_score":-0.0545124076694871},{"text":"Yes.","start":167.335,"end":167.835,"sentiment":"neutral","sentiment_score":0.1158532202243805},{"text":"Yes.","start":198.205,"end":198.705,"sentiment":"neutral","sentiment_score":0.11431626975536346},{"text":"Yep.","start":238.0,"end":238.4,"sentiment":"neutral","sentiment_score":0.09094127267599106},{"text":"Should be fine.","start":238.4,"end":239.29999,"sentiment":"neutral","sentiment_score":0.16691740602254868}],"sentiment":"neutral","sentiment_score":-0.01621449344481031,"num_words":30,"start":130.555,"end":239.29999},{"sentences":[{"text":"No.","start":266.91998,"end":267.24,"sentiment":"neutral","sentiment_score":-0.03358788415789604},{"text":"Like, I'm getting the same service speed, like, 20 five and five Mbps for Telstra, but they are offering at much cheaper price than what you guys are offering.","start":267.24,"end":279.745,"sentiment":"neutral","sentiment_score":0.11494889001137223},{"text":"And secondly, from last quite a month, I had also raised one or two times in the past that my wife has been having trouble with the Wi Fi connection in the evenings.","start":280.205,"end":295.41998,"sentiment":"neutral","sentiment_score":-0.21169712868603793},{"text":"Like, lot of apps on her phone and the TV basic TV is not that fast.","start":295.96,"end":303.08,"sentiment":"negative","sentiment_score":-0.4877305533736944},{"text":"Like, it's buffering a lot.","start":303.08,"end":304.665,"sentiment":"negative","sentiment_score":-0.4392014145851135}],"sentiment":"neutral","sentiment_score":-0.16292584818300038,"num_words":84,"start":266.91998,"end":304.665},{"sentences":[{"text":"And she she doesn't use the Wi Fi in the home.","start":305.625,"end":308.98502,"sentiment":"neutral","sentiment_score":-0.302006485787305},{"text":"She uses her data.","start":308.98502,"end":310.285,"sentiment":"neutral","sentiment_score":-0.24225538223981857},{"text":"So, yeah, so there's no point in looking like I would be continuing with the a pen because the that issue has never been resolved in the They they have they have just sent me that test for the speed test, but the speed test shows I don't understand what does it shows in the, you know, the speed, what it shows.","start":310.825,"end":346.125,"sentiment":"neutral","sentiment_score":-0.23749173522716568},{"text":"But this issue has been my wife having from last two, three months.","start":346.125,"end":351.47,"sentiment":"neutral","sentiment_score":-0.19036685274197504},{"text":"And I was trying to find something, and luckily, I got the Telstra good deal.","start":351.85,"end":357.23,"sentiment":"neutral","sentiment_score":0.13486177657420437}],"sentiment":"neutral","sentiment_score":-0.18540402755939533,"num_words":105,"start":305.625,"end":357.23},{"sentences":[{"text":"So I might go with them.","start":357.69,"end":359.23,"sentiment":"positive","sentiment_score":0.33623182276884717},{"text":"Because they offering me at $54.","start":359.93,"end":362.51,"sentiment":"neutral","sentiment_score":0.20005797098080316},{"text":"So yes.","start":363.705,"end":364.845,"sentiment":"neutral","sentiment_score":0.1217346228659153},{"text":"54 for the same 25 by five Mbps speed and five g connectivity.","start":365.305,"end":371.32498,"sentiment":"neutral","sentiment_score":0.10532310232520103},{"text":"Yeah.","start":371.705,"end":372.205,"sentiment":"neutral","sentiment_score":0.08515427261590958}],"sentiment":"neutral","sentiment_score":0.17555580753833055,"num_words":28,"start":357.69,"end":372.205},{"sentences":[{"text":"Yeah.","start":397.005,"end":397.165,"sentiment":"neutral","sentiment_score":0.06375384330749512},{"text":"But three months, it's going to be just $6 less from what I'm assuming, what I'll be paying you guys.","start":397.165,"end":405.745,"sentiment":"neutral","sentiment_score":0.08040149603039026},{"text":"Yeah.","start":409.6,"end":410.0,"sentiment":"neutral","sentiment_score":0.0667174756526947},{"text":"Then yeah.","start":410.0,"end":411.38,"sentiment":"neutral","sentiment_score":0.039554208517074585},{"text":"Yeah.","start":418.32,"end":418.72,"sentiment":"neutral","sentiment_score":-0.04441002011299133}],"sentiment":"neutral","sentiment_score":0.07092798545956612,"num_words":25,"start":397.005,"end":418.72},{"sentences":[{"text":"So no.","start":418.72,"end":420.74002,"sentiment":"neutral","sentiment_score":-0.16899974644184113},{"text":"Yeah.","start":423.20502,"end":423.70502,"sentiment":"neutral","sentiment_score":-0.1342063844203949},{"text":"No.","start":427.20502,"end":427.70502,"sentiment":"negative","sentiment_score":-0.3873399496078491},{"text":"I I I got Okay.","start":459.29498,"end":463.235,"sentiment":"neutral","sentiment_score":0.10640233606100083},{"text":"But look, the issue is not that even if I take the discount, but that's the secondary part.","start":466.86,"end":473.74,"sentiment":"neutral","sentiment_score":-0.17320032914479574}],"sentiment":"neutral","sentiment_score":-0.1275977804153054,"num_words":27,"start":418.72,"end":473.74},{"sentences":[{"text":"The first part is that I should get a proper speed at because we are not four, five person living in a house.","start":473.74,"end":482.325,"sentiment":"neutral","sentiment_score":-0.020964060464630955},{"text":"It's just me and my wife, and it's a small two bedroom apartment.","start":482.325,"end":486.265,"sentiment":"neutral","sentiment_score":-0.029739774190462552},{"text":"It's not even a very big house that the Wi Fi is way too far and we are in living room.","start":487.125,"end":492.405,"sentiment":"neutral","sentiment_score":-0.27313600196724847},{"text":"It's not like that.","start":492.405,"end":494.06998,"sentiment":"neutral","sentiment_score":-0.2158859744668007},{"text":"But she's experiencing the Wi Fi connection speed.","start":494.06998,"end":498.88998,"sentiment":"neutral","sentiment_score":-0.18675490003079176}],"sentiment":"neutral","sentiment_score":-0.12988738542881564,"num_words":69,"start":473.74,"end":498.88998},{"sentences":[{"text":"Everyday, she has been asking me, is your apps working properly on the Wi Fi?","start":499.50998,"end":504.33,"sentiment":"neutral","sentiment_score":-0.15739710678656896},{"text":"Because her reels or the videos go buffer on the phone as well.","start":504.78998,"end":510.785,"sentiment":"neutral","sentiment_score":-0.1934898690535472},{"text":"So I don't know.","start":512.045,"end":513.66504,"sentiment":"neutral","sentiment_score":-0.12148710712790489},{"text":"Look.","start":517.72504,"end":518.045,"sentiment":"neutral","sentiment_score":-0.1363176852464676},{"text":"If you if you are saying that, I won't I won't mind giving a try.","start":518.045,"end":522.625,"sentiment":"neutral","sentiment_score":-0.163322980205218}],"sentiment":"neutral","sentiment_score":-0.16559241075689593,"num_words":48,"start":499.50998,"end":522.625},{"sentences":[{"text":"But I I if the issue gets resolved, then I'm happy to stay for six months.","start":523.64996,"end":531.08997,"sentiment":"neutral","sentiment_score":0.06830786494538188},{"text":"But if the issue doesn't get resolved, I might then discontinue.","start":531.08997,"end":535.75,"sentiment":"neutral","sentiment_score":-0.3162416057153182},{"text":"Yes.","start":577.435,"end":577.935,"sentiment":"neutral","sentiment_score":-0.05458423495292664},{"text":"Sure.","start":587.77,"end":588.27,"sentiment":"neutral","sentiment_score":0.04645039141178131},{"text":"Yeah.","start":593.185,"end":593.685,"sentiment":"neutral","sentiment_score":-0.036161839962005615}],"sentiment":"neutral","sentiment_score":-0.08100091690818469,"num_words":30,"start":523.64996,"end":593.685},{"sentences":[{"text":"Look.","start":593.745,"end":594.245,"sentiment":"neutral","sentiment_score":-0.040345389395952225},{"text":"If you wanna call, you can call me around before twelve.","start":594.385,"end":600.16504,"sentiment":"neutral","sentiment_score":-0.02946839430792765},{"text":"And before twelve should be fine because after twelve, I start my job.","start":600.305,"end":605.765,"sentiment":"neutral","sentiment_score":-0.051295596246535964},{"text":"So it gets bit difficult for me.","start":606.14,"end":608.56,"sentiment":"neutral","sentiment_score":-0.17766024119087628},{"text":"So you you can call me anytime before twelve in the noon.","start":609.02,"end":614.16003,"sentiment":"neutral","sentiment_score":0.011843180439124504}],"sentiment":"neutral","sentiment_score":-0.04847372729669918,"num_words":44,"start":593.745,"end":614.16003},{"sentences":[{"text":"Alright.","start":635.89,"end":636.37,"sentiment":"neutral","sentiment_score":-0.0029055688064545393},{"text":"So so the October October will be processed same way.","start":636.37,"end":641.51,"sentiment":"neutral","sentiment_score":-0.04588453322649002},{"text":"And then then I'll be waiting for the confirmation about the speed and if that issue can be resolved.","start":641.97003,"end":649.035,"sentiment":"neutral","sentiment_score":0.012983445274202447},{"text":"And if that issue resolved, then only I'll be going on with the discounted period of time.","start":649.035,"end":654.075,"sentiment":"neutral","sentiment_score":-0.012278726598357452},{"text":"Right?","start":654.075,"end":654.575,"sentiment":"neutral","sentiment_score":0.03349655494093895}],"sentiment":"neutral","sentiment_score":-0.008131400793596791,"num_words":48,"start":635.89,"end":654.575},{"sentences":[{"text":"Alright.","start":656.475,"end":656.975,"sentiment":"neutral","sentiment_score":0.125979945063591},{"text":"And when yeah.","start":657.115,"end":660.335,"sentiment":"neutral","sentiment_score":0.026586291069785755},{"text":"No.","start":660.475,"end":660.635,"sentiment":"neutral","sentiment_score":-0.10498184710741044},{"text":"No.","start":660.635,"end":660.795,"sentiment":"neutral","sentiment_score":-0.12699951231479645},{"text":"That's fine.","start":660.795,"end":661.275,"sentiment":"neutral","sentiment_score":-0.08417576178908348}],"sentiment":"neutral","sentiment_score":-0.024324258090928197,"num_words":8,"start":656.475,"end":661.275},{"sentences":[{"text":"No.","start":661.275,"end":661.355,"sentiment":"neutral","sentiment_score":-0.12106618285179138},{"text":"No.","start":661.355,"end":661.435,"sentiment":"neutral","sentiment_score":-0.12382746487855913},{"text":"No.","start":661.435,"end":661.595,"sentiment":"neutral","sentiment_score":-0.11627480387687684},{"text":"That's fine.","start":661.595,"end":662.075,"sentiment":"neutral","sentiment_score":-0.029039857909083366},{"text":"You go ahead.","start":662.075,"end":662.73,"sentiment":"neutral","sentiment_score":0.04483556871612867}],"sentiment":"neutral","sentiment_score":-0.03559268265962601,"num_words":8,"start":661.275,"end":662.73},{"sentences":[{"text":"Alright.","start":688.505,"end":689.005,"sentiment":"neutral","sentiment_score":0.05351753160357475},{"text":"And when to expect the call or update from you guys?","start":689.14496,"end":693.40497,"sentiment":"neutral","sentiment_score":0.032918089323423126},{"text":"Tomorrow?","start":695.25995,"end":695.75995,"sentiment":"neutral","sentiment_score":0.021014057099819183},{"text":"Yeah.","start":699.66,"end":700.16,"sentiment":"neutral","sentiment_score":0.07195267081260681},{"text":"Yeah.","start":700.3,"end":700.54,"sentiment":"neutral","sentiment_score":0.12718011438846588}],"sentiment":"neutral","sentiment_score":0.0423842237641414,"num_words":15,"start":688.505,"end":700.54},{"sentences":[{"text":"It should be fine.","start":700.54,"end":701.6,"sentiment":"neutral","sentiment_score":0.19632146134972572},{"text":"You too.","start":710.935,"end":711.33496,"sentiment":"positive","sentiment_score":0.45070837438106537},{"text":"Thank you for the upgrade.","start":711.33496,"end":713.27496,"sentiment":"positive","sentiment_score":0.6259421408176422},{"text":"Bye, Melissa.","start":715.495,"end":716.235,"sentiment":"neutral","sentiment_score":0.2038029506802559},{"text":"Bye.","start":716.295,"end":716.795,"sentiment":"neutral","sentiment_score":-0.1032560169696808}],"sentiment":"positive","sentiment_score":0.3657687987600054,"num_words":14,"start":700.54,"end":716.795}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello?\n\nChannel 0: Hi. Hi, love. This is Melissa from Airtel, the one that you\n\nChannel 1: Yes. Yes,\n\nChannel 0: spoke.\n\nChannel 1: miss Lisa. How\n\nChannel 0: So\n\nChannel 1: are you?\n\nChannel 0: first of I'm good. Thank you so much for answering\n\nChannel 1: Okay.\n\nChannel 0: my phone call. So, love, ma'am, first of all, I sincerely apologize for bothering you today, but I just wanted to follow-up regarding our last conversation. Isn't it you mentioned that you would like to cancel the service due to the card deletion you've been experiencing, like, we requested to remove your card. However, it was not removed, and then the recurring invoice you have for your Internet service has been automatically processed. So, basically, we have not canceled the service yet because your September invoice has already been paid, and we want to ensure that you're able to utilize the service you already paid for this month.\n\nBut since our, the new billing cycle begins tomorrow, October 1, We would like to confirm whether you would still need to proceed with the cancellation because I would love to be honest with you. We've taken further step to investigate why the card deletion has not taking effect on your account. And the latest update we received from our back end team is that there's still some configuration issue. So, I'm afraid they're still working this to be resolved. So, what I'm concerned is about your October invoice.\n\nSo since it's still ongoing resolution, once your October invoice has been\n\nChannel 1: Yeah. Yeah. That's\n\nChannel 0: generated\n\nChannel 1: fine. And because\n\nChannel 0: yeah.\n\nChannel 1: I I had look. I have a looked for the other Telstra one, the five g network, and I'm going with that. But it's taking one or two weeks. So I will continue this month in the month of October, but\n\nChannel 0: Oh,\n\nChannel 1: I will be\n\nChannel 0: okay.\n\nChannel 1: canceling in the month of October because Telstra is giving me a bit cheaper plan what Airtel is giving me. So\n\nChannel 0: Mm-mm.\n\nChannel 1: I might go with them and cancel with the Airtel. So it I'll still go with one more month, like\n\nChannel 0: One\n\nChannel 1: October\n\nChannel 0: more month.\n\nChannel 1: with you. Yeah. And then I'll cancel it from my I'll I'll log in through the web like, the app, and\n\nChannel 0: Mhmm.\n\nChannel 1: I'll\n\nChannel 0: Mm-mm.\n\nChannel 1: cancel my plan and everything.\n\nChannel 0: No. You you don't have any option to cancel the service or plan for the site, but I'll go ahead and take note of this just to be more clarified. Okay? So technically, what we are going to do is you will continue your service to Airtel the full month of October, and then by November, we will cancel the service. So basically,\n\nChannel 1: Yes.\n\nChannel 0: the invoice that you will be paying for October will cover until up the the the month, and then let me check. Okay? Because if we did not get any update from you, I will consider this as your notice. So if we did not get any update from you or if you change your mind, something like that before the end of October, we'll proceed in canceling your service October 31. Usually, they're processing a cancellation during morning.\n\nIs that okay?\n\nChannel 1: Yes.\n\nChannel 0: Okay. And then once the service has been canceled, you will receive, like, an email confirmation that it was canceled. And also to set your proper expectation, Lavemith, since there's still an ongoing issue with the card deletion, your October invoice might be processed automatically with the card that you have on file. And I do apologize in advance if that will happen again this month. But anyway, they are just processing the amount that was showing from your invoice, which is the $69.95.\n\nChannel 1: Yep. Should\n\nChannel 0: That's,\n\nChannel 1: be fine.\n\nChannel 0: yeah, reason why I'm calling you because I take note of your concern and then reach out to to the concern department to resolve it. However, until this end of month, it's still ongoing resolution. Reason why I tried my best to talk to you just to give you an update. And, two other Internet service provider, you're you're looking forward to a cheaper price?\n\nChannel 1: No. Like, I'm getting the same service speed, like, 20 five\n\nChannel 0: Mm-mm.\n\nChannel 1: and five Mbps for Telstra, but they are offering at much cheaper price than what you guys are offering. And secondly, from last quite a month, I had also raised one or two times in the past that my wife has been having trouble with the Wi Fi connection in the evenings. Like, lot of apps on her phone and the TV basic TV is not that fast. Like, it's buffering a lot. And she she doesn't use the Wi Fi in the home.\n\nShe uses her data.\n\nChannel 0: The\n\nChannel 1: So,\n\nChannel 0: data.\n\nChannel 1: yeah, so there's no point in looking like I would be continuing\n\nChannel 0: Mhmm.\n\nChannel 1: with the a pen because the that issue has never been resolved in\n\nChannel 0: But\n\nChannel 1: the\n\nChannel 0: our tech team reach out to you. Have you gotten any tech support about that?\n\nChannel 1: They they\n\nChannel 0: Mhmm.\n\nChannel 1: have they have just sent me that test for the speed test, but the speed test shows\n\nChannel 0: Oh.\n\nChannel 1: I don't understand what does it shows in the, you know, the speed, what it shows. But this\n\nChannel 0: Mhmm.\n\nChannel 1: issue has been my wife having from last two, three months. And I was trying to find something, and luckily,\n\nChannel 0: Okay.\n\nChannel 1: I got the Telstra good deal. So I might go with them. Because they offering me at $54.\n\nChannel 0: 50\n\nChannel 1: So\n\nChannel 0: 4\n\nChannel 1: yes. 54 for the same 25 by five Mbps speed\n\nChannel 0: oh,\n\nChannel 1: and five\n\nChannel 0: okay.\n\nChannel 1: g connectivity. Yeah.\n\nChannel 0: Yeah. Because I'm thinking to provide you or to extend the discount for you for the same plan with the 10% discount for three months if you will be staying with Airtel. And then I will ask our tech team to go ahead and reach out to you again to check and provide any resolution, investigate to fix the latency or your Internet service issue.\n\nChannel 1: Yeah. But three months, it's going to be just $6 less from what I'm assuming, what I'll be paying you guys.\n\nChannel 0: Yeah. Three months discounted period. That's\n\nChannel 1: Yeah.\n\nChannel 0: the\n\nChannel 1: Then\n\nChannel 0: max we\n\nChannel 1: yeah.\n\nChannel 0: can 15, and then it will go back to regular price of $69.95.\n\nChannel 1: Yeah. So no. Yeah.\n\nChannel 0: Or if because, you know what,\n\nChannel 1: No.\n\nChannel 0: love med? I've personally I've talked to you not once, but twice, thrice. I personally value you as our customer because I really appreciate that you're being transparent with your concern. Like, you're telling us your concern. That way, we can try to resolve something like that.\n\nReason why I'm trying to check the best possible way to communicate, resolve your issue, or at least provide you any discounted period to stay with us, something like that. Or\n\nChannel 1: I\n\nChannel 0: how\n\nChannel 1: I\n\nChannel 0: about if\n\nChannel 1: I got\n\nChannel 0: I can extend it for six months?\n\nChannel 1: Okay. But look, the issue is not that even if I take the discount, but that's the secondary part. The first part is that I should get a proper speed at because we are not four, five person living in a house. It's just me and my wife, and it's a small two bedroom apartment. It's not\n\nChannel 0: Mhmm.\n\nChannel 1: even a very big house that the Wi Fi is way too far and we are in living room. It's not like that. But she's experiencing the Wi Fi connection speed. Everyday, she has been asking me, is your apps working properly on the Wi Fi?\n\nChannel 0: Mhmm.\n\nChannel 1: Because her\n\nChannel 0: Mhmm.\n\nChannel 1: reels or the videos go buffer on the phone as well. So\n\nChannel 0: Okay. I'm\n\nChannel 1: I\n\nChannel 0: so\n\nChannel 1: don't\n\nChannel 0: sorry\n\nChannel 1: know.\n\nChannel 0: to hear about yeah. I understand. I'm so sorry to hear about\n\nChannel 1: Look.\n\nChannel 0: this\n\nChannel 1: If\n\nChannel 0: experience\n\nChannel 1: you if\n\nChannel 0: you\n\nChannel 1: you\n\nChannel 0: had.\n\nChannel 1: are\n\nChannel 0: Because\n\nChannel 1: saying\n\nChannel 0: it\n\nChannel 1: that, I won't I won't mind giving a try.\n\nChannel 0: Mhmm.\n\nChannel 1: But I I if the issue gets resolved, then I'm happy to stay for six months. But if the issue doesn't get resolved, I might then discontinue.\n\nChannel 0: Yeah. So let's go ahead and put things this way. For the meantime, your October services, and then within this month, after this call, I'll go ahead and endorse your account to our tech team to check. I'll tell them that you are having a speed issue, and then let's start from there. If it's fixed, we can go ahead and happy to provide you the discounted period.\n\nIf was not fixed, we will just go ahead and move forward and cancel your service by November 1 as the original plan that you had. But I will\n\nChannel 1: Yes.\n\nChannel 0: still endorse your slow speed issue to our tech team right away so they can do the necessary investigation, send you oh,\n\nChannel 1: Sure.\n\nChannel 0: what's the best time to give you a qualified man? As I understand, you're a busy man. Like this, after five?\n\nChannel 1: Yeah. Look. If you wanna call, you can call me around before\n\nChannel 0: Mm-mm.\n\nChannel 1: twelve. And before twelve should be fine because\n\nChannel 0: Uh-huh.\n\nChannel 1: after twelve, I start my job. So it gets\n\nChannel 0: Oh, okay.\n\nChannel 1: bit difficult for me. So\n\nChannel 0: Sure.\n\nChannel 1: you you can call me anytime before twelve in the noon.\n\nChannel 0: Okay. Sure. Thank you. I'll have this noted and add these details to our tech rep. So once again, I appreciate your, feedback and your time answering my phone call.\n\nAnd I'm sorry if your October invoice will be processed automatically this month since the card deletion is still ongoing. Okay?\n\nChannel 1: Alright. So\n\nChannel 0: I'm so\n\nChannel 1: so\n\nChannel 0: sorry\n\nChannel 1: the\n\nChannel 0: for that.\n\nChannel 1: October October will be processed same way. And\n\nChannel 0: Yeah.\n\nChannel 1: then then I'll be waiting for the confirmation about the speed and if that issue can be resolved. And if that issue resolved, then only I'll be going on with the discounted period of time. Right?\n\nChannel 0: Yeah. That is right. That is\n\nChannel 1: Alright.\n\nChannel 0: correct.\n\nChannel 1: And\n\nChannel 0: Basically,\n\nChannel 1: when\n\nChannel 0: our I'm sorry.\n\nChannel 1: yeah.\n\nChannel 0: Go ahead.\n\nChannel 1: No. No. That's fine. No. No.\n\nNo. That's fine. You go ahead.\n\nChannel 0: Yeah. Basically, our back end account statement is processing the payment first week until the eleventh of each month. And then, yeah, we will apply your discounted period. Once the issue has been resolved this month, we will apply it to your next month onwards if it's resolved once you decided to stay with\n\nChannel 1: Alright.\n\nChannel 0: us.\n\nChannel 1: And\n\nChannel 0: If not, we can proceed\n\nChannel 1: when to\n\nChannel 0: with\n\nChannel 1: expect the call or update from you guys?\n\nChannel 0: tomorrow tomorrow,\n\nChannel 1: Tomorrow?\n\nChannel 0: our tech rep will give you a call before anytime before twelve.\n\nChannel 1: Yeah.\n\nChannel 0: Right?\n\nChannel 1: Yeah. It should be fine.\n\nChannel 0: Okay. Thank you so much. Everything has been properly documented. And, again, I appreciate your time. Please have a good night ahead.\n\nOkay?\n\nChannel 1: You too. Thank you for\n\nChannel 0: Thank you.\n\nChannel 1: the upgrade.\n\nChannel 0: Sure. Thank you. Bye bye.\n\nChannel 1: Bye, Melissa. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":1.36,"end":1.86,"sentiment":"neutral","sentiment_score":0.03290988877415657}],"sentiment":"neutral","sentiment_score":0.03290988877415657,"channel":1,"num_words":1,"start":1.36,"end":1.86},{"sentences":[{"text":"Hi.","start":2.08,"end":2.56,"sentiment":"neutral","sentiment_score":0.17107316851615906},{"text":"Hi, love.","start":2.56,"end":3.4399998,"sentiment":"positive","sentiment_score":0.42943641543388367},{"text":"This is Melissa from Airtel, the one that 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answering","start":10.08,"end":11.78,"sentiment":"positive","sentiment_score":0.6442877153555552}],"sentiment":"positive","sentiment_score":0.5379359394311904,"channel":0,"num_words":10,"start":8.639999,"end":11.78},{"sentences":[{"text":"Okay.","start":11.36,"end":11.86,"sentiment":"positive","sentiment_score":0.4016790390014648}],"sentiment":"positive","sentiment_score":0.4016790390014648,"channel":1,"num_words":1,"start":11.36,"end":11.86},{"sentences":[{"text":"my phone call.","start":11.84,"end":12.559999,"sentiment":"neutral","sentiment_score":0.17351689438025156},{"text":"So, love, ma'am, first of all, I sincerely apologize for bothering you today, but I just wanted to follow-up regarding our last conversation.","start":12.559999,"end":20.265,"sentiment":"neutral","sentiment_score":-0.028872350635735886},{"text":"Isn't it you mentioned that you would like to cancel the service due to the card deletion you've been experiencing, like, we requested to remove your 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fine.","start":700.54,"end":701.6,"sentiment":"neutral","sentiment_score":0.19632146134972572}],"sentiment":"neutral","sentiment_score":0.18249319195747377,"channel":1,"num_words":5,"start":700.3,"end":701.6},{"sentences":[{"text":"Okay.","start":702.01495,"end":702.415,"sentiment":"positive","sentiment_score":0.43656235933303833},{"text":"Thank you so much.","start":702.415,"end":703.615,"sentiment":"positive","sentiment_score":0.8389332145452499},{"text":"Everything has been properly documented.","start":703.615,"end":705.71497,"sentiment":"positive","sentiment_score":0.7419028878211975},{"text":"And, again, I appreciate your time.","start":706.01495,"end":707.95496,"sentiment":"positive","sentiment_score":0.7282271484533945},{"text":"Please have a good night ahead.","start":708.6049,"end":710.0449,"sentiment":"positive","sentiment_score":0.7298450469970703}],"sentiment":"positive","sentiment_score":0.7386474013328552,"channel":0,"num_words":22,"start":702.01495,"end":710.0449},{"sentences":[{"text":"Okay?","start":710.0449,"end":710.5449,"sentiment":"positive","sentiment_score":0.42203548550605774}],"sentiment":"positive","sentiment_score":0.42203548550605774,"channel":0,"num_words":1,"start":710.0449,"end":710.5449},{"sentences":[{"text":"You too.","start":710.935,"end":711.33496,"sentiment":"positive","sentiment_score":0.45070837438106537},{"text":"Thank you for","start":711.33496,"end":712.315,"sentiment":"positive","sentiment_score":0.682833731174469}],"sentiment":"positive","sentiment_score":0.5899835884571075,"channel":1,"num_words":5,"start":710.935,"end":712.315},{"sentences":[{"text":"Thank you.","start":712.2049,"end":713.0249,"sentiment":"positive","sentiment_score":0.6612886190414429}],"sentiment":"positive","sentiment_score":0.6612886190414429,"channel":0,"num_words":2,"start":712.2049,"end":713.0249},{"sentences":[{"text":"the upgrade.","start":712.695,"end":713.27496,"sentiment":"positive","sentiment_score":0.540604755282402}],"sentiment":"positive","sentiment_score":0.540604755282402,"channel":1,"num_words":2,"start":712.695,"end":713.27496},{"sentences":[{"text":"Sure.","start":714.2849,"end":714.68494,"sentiment":"positive","sentiment_score":0.48365479707717896},{"text":"Thank you.","start":714.68494,"end":715.1649,"sentiment":"positive","sentiment_score":0.6671779453754425},{"text":"Bye bye.","start":715.1649,"end":715.9049,"sentiment":"neutral","sentiment_score":0.3275245130062103}],"sentiment":"positive","sentiment_score":0.49461194276809695,"channel":0,"num_words":5,"start":714.2849,"end":715.9049},{"sentences":[{"text":"Bye, Melissa.","start":715.495,"end":716.235,"sentiment":"neutral","sentiment_score":0.2038029506802559},{"text":"Bye.","start":716.295,"end":716.795,"sentiment":"neutral","sentiment_score":-0.1032560169696808}],"sentiment":"neutral","sentiment_score":0.10144996146361034,"channel":1,"num_words":3,"start":715.495,"end":716.795}]},"summary":{"result":"success","short":"Lisa had cancelled service due to card deletion, but the representative apologizes and promises to investigate. Lisa expresses concern about her wife's ongoing troubles with the Wi Fi connection and data usage. The representative offers a discounted period for six months if Lisa wants to stay with the current provider. Lisa wants to switch to cheaper internet service and the agent offers to cancel if the issue is not resolved by November. The agent takes note of Lisa's information and promises to call her back to update her on the status of her internet service."},"intents":{"segments":[{"text":"Isn't it you mentioned that you would like to cancel the service due to the card deletion you've been experiencing, like, we requested to remove your card. However, it was not removed, and then the recurring invoice you have for your Internet service has been automatically processed.","start_word":59,"end_word":105,"intents":[{"intent":"Cancel service","confidence_score":0.50896627}]},{"text":"We've taken further step to investigate why the card deletion has not taking effect on your account.","start_word":176,"end_word":192,"intents":[{"intent":"Investigate card deletion","confidence_score":0.6802192}]},{"text":"So I will continue this month in the month of October, but Oh, I will be okay. canceling in the month of October because Telstra is giving me a bit cheaper plan what Airtel is giving me. So Mm-mm. I might go with them and cancel with the Airtel. So it I'll still go with one more month, like One October more month. with you. Yeah.","start_word":279,"end_word":344,"intents":[{"intent":"Continue with cancellation","confidence_score":0.050140347}]},{"text":"And then I'll cancel it from my I'll I'll log in through the web like, the app, and Mhmm.","start_word":346,"end_word":364,"intents":[{"intent":"Cancel service","confidence_score":0.79958564}]},{"text":"And then I'll cancel it from my I'll I'll log in through the web like, the app, and Mhmm. I'll Mm-mm. cancel my plan and everything.","start_word":346,"end_word":371,"intents":[{"intent":"Assist with cancellation","confidence_score":0.0006866843}]},{"text":"And then once the service has been canceled, you will receive, like, an email confirmation that it was canceled.","start_word":519,"end_word":537,"intents":[{"intent":"Receive confirmation","confidence_score":0.016710207}]},{"text":"And, two other Internet service provider, you're you're looking forward to a cheaper price? No.","start_word":658,"end_word":672,"intents":[{"intent":"Discuss cost reduction","confidence_score":0.005321676}]},{"text":"And secondly, from last quite a month, I had also raised one or two times in the past that my wife has been having trouble with the Wi Fi connection in the evenings. Like, lot of apps on her phone and the TV basic TV is not that fast. Like, it's buffering a lot. And she she doesn't use the Wi Fi in the home. She uses her data.","start_word":704,"end_word":772,"intents":[{"intent":"Fix wi fi connection","confidence_score":0.012477886}]},{"text":"Because I'm thinking to provide you or to extend the discount for you for the same plan with the 10% discount for three months if you will be staying with Airtel.","start_word":918,"end_word":948,"intents":[{"intent":"Provide discount","confidence_score":0.089441545},{"intent":"Extend discount","confidence_score":0.12014203}]},{"text":"Or I how I about if I got I can extend it for six months? Okay.","start_word":1116,"end_word":1131,"intents":[{"intent":"Extend discount","confidence_score":0.01206493}]},{"text":"But look, the issue is not that even if I take the discount, but that's the secondary part.","start_word":1132,"end_word":1149,"intents":[{"intent":"Fix speed issue","confidence_score":0.09566595}]},{"text":"I'm I so don't sorry know. to hear about yeah. I understand.","start_word":1252,"end_word":1263,"intents":[{"intent":"Apologize for inconvenience","confidence_score":0.014982551}]},{"text":"So let's go ahead and put things this way. For the meantime, your October services, and then within this month, after this call, I'll go ahead and endorse your account to our tech team to check. I'll tell them that you are having a speed issue, and then let's start from there. If it's fixed, we can go ahead and happy to provide you the discounted period.","start_word":1321,"end_word":1387,"intents":[{"intent":"End call","confidence_score":0.30746344}]},{"text":"still endorse your slow speed issue to our tech team right away so they can do the necessary investigation, send you oh, Sure.","start_word":1418,"end_word":1440,"intents":[{"intent":"Approve slow speed issue","confidence_score":0.049326405}]},{"text":"I'll have this noted and add these details to our tech rep.","start_word":1516,"end_word":1527,"intents":[{"intent":"Add details to tech rep","confidence_score":0.21714517}]},{"text":"then then I'll be waiting for the confirmation about the speed and if that issue can be resolved. And if that issue resolved, then only I'll be going on with the discounted period of time. Right? Yeah.","start_word":1581,"end_word":1617,"intents":[{"intent":"Wait for confirmation","confidence_score":0.10999857}]},{"text":"Basically, our back end account statement is processing the payment first week until the eleventh of each month. And then, yeah, we will apply your discounted period. Once the issue has been resolved this month, we will apply it to your next month onwards if it's resolved once you decided to stay with Alright.","start_word":1647,"end_word":1700,"intents":[{"intent":"Apply discounted period","confidence_score":0.6688991}]},{"text":"our tech rep will give you a call before anytime before twelve. Yeah. Right?","start_word":1722,"end_word":1735,"intents":[{"intent":"Receive call before 12:00","confidence_score":0.0005754762}]}]},"sentiments":{"segments":[{"text":"Hello? Hi.","start_word":0,"end_word":1,"sentiment":"neutral","sentiment_score":0.10199153423309326},{"text":"Hi, love.","start_word":2,"end_word":3,"sentiment":"positive","sentiment_score":0.42943641543388367},{"text":"This is Melissa from Airtel, the one that you Yes. spoke. Yes, miss Lisa. So How are first you?","start_word":4,"end_word":22,"sentiment":"neutral","sentiment_score":0.2574955224990845},{"text":"of I'm good. Thank you so much for answering Okay.","start_word":23,"end_word":32,"sentiment":"positive","sentiment_score":0.5190035104751587},{"text":"my phone call. So, love, ma'am, first of all, I sincerely apologize for bothering you today, but I just wanted to follow-up regarding our last conversation. Isn't it you mentioned that you would like to cancel the service due to the card deletion you've been experiencing, like, we requested to remove your card. However, it was not removed, and then the recurring invoice you have for your Internet service has been automatically processed. So, basically, we have not canceled the service yet because your September invoice has already been paid, and we want to ensure that you're able to utilize the service you already paid for this month. But since our, the new billing cycle begins tomorrow, October 1, We would like to confirm whether you would still need to proceed with the cancellation because I would love to be honest with you.","start_word":33,"end_word":175,"sentiment":"neutral","sentiment_score":-0.08561026304960251},{"text":"We've taken further step to investigate why the card deletion has not taking effect on your account.","start_word":176,"end_word":192,"sentiment":"negative","sentiment_score":-0.3512044847011566},{"text":"And the latest update we received from our back end team is that there's still some configuration issue.","start_word":193,"end_word":210,"sentiment":"neutral","sentiment_score":-0.3281387388706207},{"text":"So, I'm afraid they're still working this to be resolved.","start_word":211,"end_word":220,"sentiment":"negative","sentiment_score":-0.3685539960861206},{"text":"So, what I'm concerned is about your October invoice. So since it's still ongoing resolution, once your October invoice has been Yeah. Yeah. That's generated fine. And because yeah. I I had look. I have a looked for the other Telstra one, the five g network, and I'm going with that. But it's taking one or two weeks. So I will continue this month in the month of October, but Oh, I will be okay. canceling in the month of October because Telstra is giving me a bit cheaper plan what Airtel is giving me. So Mm-mm. I might go with them and cancel with the Airtel. So it I'll still go with one more month, like One October more month. with you. Yeah. And then I'll cancel it from my I'll I'll log in through the web like, the app, and Mhmm. I'll Mm-mm. cancel my plan and everything. No. You you don't have any option to cancel the service or plan for the site, but I'll go ahead and take note of this just to be more clarified. Okay? So technically, what we are going to do is you will continue your service to Airtel the full month of October, and then by November, we will cancel the service. So basically, Yes. the invoice that you will be paying for October will cover until up the the the month, and then let me check. Okay? Because if we did not get any update from you, I will consider this as your notice. So if we did not get any update from you or if you change your mind, something like that before the end of October, we'll proceed in canceling your service October 31. Usually, they're processing a cancellation during morning. Is that okay? Yes. Okay. And then once the service has been canceled, you will receive, like, an email confirmation that it was canceled. And also to set your proper expectation, Lavemith, since there's still an ongoing issue with the card deletion, your October invoice might be processed automatically with the card that you have on file. And I do apologize in advance if that will happen again this month. But anyway, they are just processing the amount that was showing from your invoice, which is the $69.95. Yep. Should That's, be fine. yeah, reason why I'm calling you because I take note of your concern and then reach out to to the concern department to resolve it. However, until this end of month, it's still ongoing resolution. Reason why I tried my best to talk to you just to give you an update. And, two other Internet service provider, you're you're looking forward to a cheaper price? No. Like, I'm getting the same service speed, like, 20 Mm-mm. five and five Mbps for Telstra, but they are offering at much cheaper price than what you guys are offering. And secondly, from last quite a month, I had also raised one or two times in the past that my wife has been having trouble with the Wi Fi connection in the evenings.","start_word":221,"end_word":735,"sentiment":"neutral","sentiment_score":-0.03257505341876045},{"text":"Like, lot of apps on her phone and the TV basic TV is not that fast. Like, it's buffering a lot.","start_word":736,"end_word":756,"sentiment":"negative","sentiment_score":-0.46711698174476624},{"text":"And she she doesn't use the Wi Fi in the home. She uses her data. The So, data. yeah, so there's no point in looking like I would be continuing Mhmm. with the a pen because the that issue has never been resolved in But the our tech team reach out to you. Have you gotten any tech support about that? They they Mhmm. have they have just sent me that test for the speed test, but the speed test shows Oh.","start_word":757,"end_word":838,"sentiment":"neutral","sentiment_score":-0.1777578741312027},{"text":"I don't understand what does it shows in the, you know, the speed, what it shows.","start_word":839,"end_word":854,"sentiment":"negative","sentiment_score":-0.35899075865745544},{"text":"But this Mhmm. issue has been my wife having from last two, three months. And I was trying to find something, and luckily, Okay.","start_word":855,"end_word":878,"sentiment":"neutral","sentiment_score":-0.10885188728570938},{"text":"I got the Telstra good deal.","start_word":879,"end_word":884,"sentiment":"positive","sentiment_score":0.44802945852279663},{"text":"So I might go with them. Because they offering me at $54. 50 So 4 yes. 54 for the same 25 by five Mbps speed oh, and five okay. g connectivity. Yeah. Yeah. Because I'm thinking to provide you or to extend the discount for you for the same plan with the 10% discount for three months if you will be staying with Airtel. And then I will ask our tech team to go ahead and reach out to you again to check and provide any resolution, investigate to fix the latency or your Internet service issue. Yeah. But three months, it's going to be just $6 less from what I'm assuming, what I'll be paying you guys. Yeah. Three months discounted period. That's Yeah. the Then max we yeah. can 15, and then it will go back to regular price of $69.95. Yeah. So no. Yeah. Or if because, you know what, No. love med? I've personally I've talked to you not once, but twice, thrice.","start_word":885,"end_word":1051,"sentiment":"neutral","sentiment_score":0.045961543917655945},{"text":"I personally value you as our customer because I really appreciate that you're being transparent with your concern. Like, you're telling us your concern. That way, we can try to resolve something like that.","start_word":1052,"end_word":1085,"sentiment":"positive","sentiment_score":0.6394937038421631},{"text":"Reason why I'm trying to check the best possible way to communicate, resolve your issue, or at least provide you any discounted period to stay with us, something like that. Or I how I about if I got I can extend it for six months? Okay. But look, the issue is not that even if I take the discount, but that's the secondary part. The first part is that I should get a proper speed at because we are not four, five person living in a house. It's just me and my wife, and it's a small two bedroom apartment. It's not Mhmm. even a very big house that the Wi Fi is way too far and we are in living room. It's not like that. But she's experiencing the Wi Fi connection speed. Everyday, she has been asking me, is your apps working properly on the Wi Fi? Mhmm. Because her Mhmm. reels or the videos go buffer on the phone as well. So Okay. I'm I so don't sorry know. to hear about yeah. I understand. I'm so sorry to hear about Look. this If experience you if you you had. are Because saying it that, I won't I won't mind giving a try. Mhmm. But I I if the issue gets resolved, then I'm happy to stay for six months. But if the issue doesn't get resolved, I might then discontinue. Yeah. So let's go ahead and put things this way. For the meantime, your October services, and then within this month, after this call, I'll go ahead and endorse your account to our tech team to check. I'll tell them that you are having a speed issue, and then let's start from there.","start_word":1086,"end_word":1372,"sentiment":"neutral","sentiment_score":-0.02805321104824543},{"text":"If it's fixed, we can go ahead and happy to provide you the discounted period.","start_word":1373,"end_word":1387,"sentiment":"positive","sentiment_score":0.4279840290546417},{"text":"If was not fixed, we will just go ahead and move forward and cancel your service by November 1 as the original plan that you had. But I will Yes. still endorse your slow speed issue to our tech team right away so they can do the necessary investigation, send you oh, Sure. what's the best time to give you a qualified man? As I understand, you're a busy man. Like this, after five? Yeah. Look. If you wanna call, you can call me around before Mm-mm. twelve. And before twelve should be fine because Uh-huh. after twelve, I start my job. So it gets Oh, okay. bit difficult for me. So Sure. you you can call me anytime before twelve in the noon. Okay. Sure.","start_word":1388,"end_word":1513,"sentiment":"neutral","sentiment_score":-0.08682770282030106},{"text":"Thank you.","start_word":1514,"end_word":1515,"sentiment":"positive","sentiment_score":0.35412833094596863},{"text":"I'll have this noted and add these details to our tech rep.","start_word":1516,"end_word":1527,"sentiment":"neutral","sentiment_score":0.2883784770965576},{"text":"So once again, I appreciate your, feedback and your time answering my phone call.","start_word":1528,"end_word":1541,"sentiment":"positive","sentiment_score":0.4632860124111175},{"text":"And I'm sorry if your October invoice will be processed automatically this month since the card deletion is still ongoing. Okay? Alright. So I'm so so sorry the for that. October October will be processed same way. And Yeah. then then I'll be waiting for the confirmation about the speed and if that issue can be resolved. And if that issue resolved, then only I'll be going on with the discounted period of time. Right? Yeah. That is right. That is Alright. correct. And Basically, when our I'm sorry. yeah. Go ahead. No. No. That's fine. No. No. No. That's fine. You go ahead. Yeah. Basically, our back end account statement is processing the payment first week until the eleventh of each month. And then, yeah, we will apply your discounted period. Once the issue has been resolved this month, we will apply it to your next month onwards if it's resolved once you decided to stay with Alright. us. And If not, we can proceed when to with expect the call or update from you guys? tomorrow tomorrow, Tomorrow? our tech rep will give you a call before anytime before twelve. Yeah. Right? Yeah. It should be fine.","start_word":1542,"end_word":1740,"sentiment":"neutral","sentiment_score":-0.010255464352667332},{"text":"Okay. Thank you so much. Everything has been properly documented. And, again, I appreciate your time. Please have a good night ahead. Okay? You too. Thank you for Thank you. the upgrade. Sure. Thank you. Bye bye.","start_word":1741,"end_word":1777,"sentiment":"positive","sentiment_score":0.632112443447113},{"text":"Bye, Melissa. Bye.","start_word":1778,"end_word":1780,"sentiment":"neutral","sentiment_score":0.1892092376947403}],"average":{"sentiment":"neutral","sentiment_score":-0.005846792987693713}}}}