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If you record your name and reason for calling, I'll see if this person is available. Thanks. Please stay on the line. Hello.\n\nNicole speaking. Yes. Oh, okay. Alright. So I just do that on the portal?\n\nOr do you want me to pay it through the I can pay it through the portal, can I? Yeah. Alright. Yep. Oh, easy.\n\nNo worries. Alright. Bye. You too. 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If you record your name and reason for calling, I'll see if this person is available.\n\nChannel 0: Airtel account.\n\nChannel 1: Thanks. Please stay on the line. Hello. Nicole speaking.\n\nChannel 0: Hi. Good morning. This is Melissa from Airtel. Nicole, I received your\n\nChannel 1: Yes.\n\nChannel 0: support ticket, and thank you so much for the updates. We tried to process the payment upon receiving your message. However, it still declined. I'm thinking maybe you need to update your card expiration date or something like that.\n\nChannel 1: Oh, okay. Alright. So I just do that on the portal? Or do you\n\nChannel 0: Oh,\n\nChannel 1: want\n\nChannel 0: yes.\n\nChannel 1: me to pay it through the I can pay it through the portal, can I?\n\nChannel 0: Yeah. So\n\nChannel 1: Yeah.\n\nChannel 0: if you\n\nChannel 1: Alright.\n\nChannel 0: would like, you can do it over the phone. I can do it for you. 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Thank you, Nicole.\n\nChannel 1: Alright.\n\nChannel 0: Have a good\n\nChannel 1: Bye.\n\nChannel 0: one.\n\nChannel 1: You too.\n\nChannel 0: Bye\n\nChannel 1: Bye.\n\nChannel 0: bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.24,"end":0.64,"sentiment":"neutral","sentiment_score":0.03935139253735542},{"text":"If you record your name and reason for calling, I'll see if this person is available.","start":0.64,"end":5.46,"sentiment":"neutral","sentiment_score":0.02098648902028799}],"sentiment":"neutral","sentiment_score":0.022066777462468427,"channel":1,"num_words":17,"start":0.24,"end":5.46},{"sentences":[{"text":"Airtel account.","start":6.24,"end":7.2999997,"sentiment":"neutral","sentiment_score":0.03636268898844719}],"sentiment":"neutral","sentiment_score":0.03636268898844719,"channel":0,"num_words":2,"start":6.24,"end":7.2999997},{"sentences":[{"text":"Thanks.","start":12.16,"end":12.66,"sentiment":"positive","sentiment_score":0.3765047788619995},{"text":"Please stay on 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to Nicole. Nicole answered and thanked the customer for their updates. She informed the customer that their payment declined and suggested updating their card expiration date. The customer agreed to pay through the portal or online and was given the option to do it over the phone."},"intents":{"segments":[{"text":"support ticket, and thank you so much for the updates. We tried to process the payment upon receiving your message. However, it still declined. I'm thinking maybe you need to update your card expiration date or something like that. Oh, okay.","start_word":41,"end_word":81,"intents":[{"intent":"Request assistance with payment issue","confidence_score":0.00013929138}]},{"text":"So I just do that on the portal? Or do you Oh, want yes. me to pay it through the I can pay it through the portal, can I? Yeah.","start_word":83,"end_word":112,"intents":[{"intent":"Confirm payment method","confidence_score":0.015356228}]},{"text":"if you Alright. would like, you can do it over the phone. I can do it for you. But if you opted to do it online, you can go ahead and do so and then set up your direct debit using your new card details. Yep.","start_word":115,"end_word":160,"intents":[{"intent":"Set up direct debit","confidence_score":0.0040332065}]}]},"sentiments":{"segments":[{"text":"Hi. If you record your name and reason for calling, I'll see if this person is available. Airtel account.","start_word":0,"end_word":18,"sentiment":"neutral","sentiment_score":0.0253341943025589},{"text":"Thanks.","start_word":19,"end_word":19,"sentiment":"positive","sentiment_score":0.3765047788619995},{"text":"Please stay on the line. Hello. Nicole speaking. Hi. Good morning. This is Melissa from Airtel. Nicole, I received your Yes.","start_word":20,"end_word":40,"sentiment":"neutral","sentiment_score":0.1656087189912796},{"text":"support ticket, and thank you so much for the updates.","start_word":41,"end_word":50,"sentiment":"positive","sentiment_score":0.5020297765731812},{"text":"We tried to process the payment upon receiving your message.","start_word":51,"end_word":60,"sentiment":"neutral","sentiment_score":-0.08343920856714249},{"text":"However, it still declined.","start_word":61,"end_word":64,"sentiment":"negative","sentiment_score":-0.4053027629852295},{"text":"I'm thinking maybe you need to update your card expiration date or something like that. Oh, okay. Alright. So I just do that on the portal? Or do you Oh, want yes. me to pay it through the I can pay it through the portal, can I? Yeah. So Yeah. if you Alright. would like, you can do it over the phone. I can do it for you. 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