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Just a quick catch up regarding what happened with the adding your payment method. Can you proceed? Yeah. So what... Yeah. So right after we disconnect the call, I tried resetting. I mean, it's not resetting, but I tried to remove your wife's name again and leave your name only. So I save your account, and then I went back to adding your payment method. And that's the time that the payment got accepted or the payment was added... I mean, the... Your card was all added in your account. But no worries. I've already added back your wife's name on your account. So that's the reason or the error why the card is not... Or, I mean, we had an error adding your card on your account because your account on our end... We call it CRM. It's different from the name that is being entered on the card details. So I fixed the CRM first, yes, and removed your wife's name and then went back to adding your card again and, ta da, successfully added your card. Yeah. That's correct, Bill. So that's for the issue or underlying issue, the name or... On our CRM. But everything is fine. I already added back your wife's name on your account. Yeah. Yes, Dale. That is correct. I'm sorry. I should have told you again on the... I I actually tried to call. However, I was I was routed to voice mail, and I... It took me time to give you an update. I'm so sorry. Things have been hectic, and I should have called you as soon as possible, though I was I was routed to your voice mail. But everything is fine here, Aldrin. Uh-huh. No. No. Bill. I'm sorry. Yeah. There is. However, we have a specific network, and that is only offered for NBN network. Let me check. Hold on. Oh, oops. Hold on. Let me try again. Your network with us is actually a Linham network. It's it's Linham network and not an... Yeah. Yeah. Yeah. It's different. NBN is different from Linham. So our pension discount is being offered for NBN because NBN is like... It's a network... Government network. That's why I think it's only being offered under NBN. No. They they... I mean, they work separately. It's like with the Supa network. I'm I'm sure you've already heard about it. The Supa, the NBN, they are different network. And also the Gigafy, they're all different network. We are the... But they still provide the Internet to the location... I mean, to the address. Yeah. It's the Linham network. Yes. Yes. But... And then it's also a network. It's a different network with Linham. It just so happened that... Sorry, guys. Yeah. Yeah. Yes. That's correct. It's just so happened that your location is serviceable with Linham and not NBN because there are type of... I mean, there are some areas that is serviceable with, NBN, and some areas are not. Yeah. That's why Yes, Bill. Yes, Bill. Thank thank you so much, Bill, as well for calling me back. Anything else I can help you with? Thank you for your time. Thank you so much, Bill. Thank you. Goodbye. 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you for calling Airtel accounts department. My name is Mary. May I have your name, please? Yes, Bill. My name is Mary.\n\nI know my call was long overdue, but I just called in ring... Just a quick catch up regarding what happened with the adding your payment method. Can you proceed? Yeah. So what...\n\nYeah. So right after we disconnect the call, I tried resetting. I mean, it's not resetting, but I tried to remove your wife's name again and leave your name only. So I save your account, and then I went back to adding your payment method. And that's the time that the payment got accepted or the payment was added...\n\nI mean, the... Your card was all added in your account. But no worries. I've already added back your wife's name on your account. So that's the reason or the error why the card is not...\n\nOr, I mean, we had an error adding your card on your account because your account on our end... We call it CRM. It's different from the name that is being entered on the card details. So I fixed the CRM first, yes, and removed your wife's name and then went back to adding your card again and, ta da, successfully added your card. Yeah.\n\nThat's correct, Bill. So that's for the issue or underlying issue, the name or... On our CRM. But everything is fine. I already added back your wife's name on your account.\n\nYeah. Yes, Dale. That is correct. I'm sorry. I should have told you again on the...\n\nI I actually tried to call. However, I was I was routed to voice mail, and I... It took me time to give you an update. I'm so sorry. Things have been hectic, and I should have called you as soon as possible, though I was I was routed to your voice mail.\n\nBut everything is fine here, Aldrin. Uh-huh. No. No. Bill.\n\nI'm sorry. Yeah. There is. However, we have a specific network, and that is only offered for NBN network. Let me check.\n\nHold on. Oh, oops. Hold on. Let me try again. Your network with us is actually a Linham network.\n\nIt's it's Linham network and not an... Yeah. Yeah. Yeah. It's different.\n\nNBN is different from Linham. So our pension discount is being offered for NBN because NBN is like... It's a network... Government network. That's why I think it's only being offered under NBN.\n\nNo. They they... I mean, they work separately. It's like with the Supa network. I'm I'm sure you've already heard about it.\n\nThe Supa, the NBN, they are different network. And also the Gigafy, they're all different network. We are the... But they still provide the Internet to the location... I mean, to the address.\n\nYeah. It's the Linham network. Yes. Yes. But...\n\nAnd then it's also a network. It's a different network with Linham. It just so happened that... Sorry, guys. Yeah.\n\nYeah. Yes. That's correct. It's just so happened that your location is serviceable with Linham and not NBN because there are type of... I mean, there are some areas that is serviceable with, NBN, and some areas are not.\n\nYeah. That's why Yes, Bill. Yes, Bill. Thank thank you so much, Bill, as well for calling me back. Anything else I can help you with?\n\nThank you for your time. Thank you so much, Bill. Thank you. Goodbye. Enjoy your weekend.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel accounts department.","start":2.3999999,"end":4.34,"sentiment":"positive","sentiment_score":0.6515554104532514},{"text":"My name is Mary.","start":4.4,"end":5.3599997,"sentiment":"positive","sentiment_score":0.4497292786836624},{"text":"May I have your name, please?","start":5.3599997,"end":6.58,"sentiment":"positive","sentiment_score":0.3755016972621282},{"text":"Yes, Bill.","start":12.08,"end":12.799999,"sentiment":"neutral","sentiment_score":0.024518721736967564},{"text":"My name is Mary.","start":12.799999,"end":13.84,"sentiment":"neutral","sentiment_score":0.027169992215931416}],"sentiment":"positive","sentiment_score":0.3813275036442539,"num_words":23,"start":2.3999999,"end":13.84},{"sentences":[{"text":"I know my call was long overdue, but I just called in ring...","start":13.84,"end":18.375,"sentiment":"neutral","sentiment_score":-0.04299509138442003},{"text":"Just a quick catch up regarding 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Bill's my name. I missed your call about half an hour ago. Yes. Yep. Yeah. Sure. How did you go? Oh, okay. So so so it wouldn't accept it last time because the card was in one name, but the account was in two names. Is that what you're saying? Okay. Okay. So the account is now in my name and my wife's name together, and the card and the Mastercard is already in place for for monthly direct debit payments. Is that what you're saying? No. That's alright. Oh, good. I'm glad you fixed it, so thanks for letting me know. Mary, I I probably asked you this last time. I'm not sure. I'll I'll ask again. Is it... Instead of emailing the accounts every month, are you able to send them in the post or not? No. Okay. No. That's fine. And it... Was there any is there any discount for a pensioner concession card or or not? Oh, and is mine not not NBN? I thought it was. What's it called? Oh, Linden. Yeah. Is that is that not NBN? Is Linden not NBN? Oh. Yeah. I thought Linham was just the name of the company that organized the the infrastructure for the Internet in the building because we're in an apartment building. I thought Linham was the company that did the Internet infrastructure. No? Right. So so so what would you call my service? Is it a Linum server? That's the name of the company, though, isn't it? Right. So so our our network is not NBN. It's just called the Linham network. Is that what you're saying? Right. So they're they're two are they two different network? NBN and Linen are are both networks, but they're different networks. Is that what you're saying? Yeah. Okay. Oh, okay. So so so would you say that the area that we're in, Templestowe, the suburbs called Templestowe, would you say that Templestowe is is not serviceable by NBN and that's why Linham has picked picked up that that area. Yeah. Okay. Alright. Okay, Mary. Thanks for clarifying all that, and thanks for fixing the problem with the direct debit. I'm glad it all got sorted in the end. I appreciate your help. Thank you. No worries. Yeah. No. That was all. Thanks again, Mary. Thanks. Alright. Thank you. Bye bye. See you. You too. 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Mary. Bill's my name. I missed your call about half an hour ago. Yes. Yep.\n\nYeah. Sure. How did you go? Oh, okay. So so so it wouldn't accept it last time because the card was in one name, but the account was in two names.\n\nIs that what you're saying? Okay. Okay. So the account is now in my name and my wife's name together, and the card and the Mastercard is already in place for for monthly direct debit payments. Is that what you're saying?\n\nNo. That's alright. Oh, good. I'm glad you fixed it, so thanks for letting me know. Mary, I I probably asked you this last time.\n\nI'm not sure. I'll I'll ask again. Is it... Instead of emailing the accounts every month, are you able to send them in the post or not? No.\n\nOkay. No. That's fine. And it... Was there any is there any discount for a pensioner concession card or or not?\n\nOh, and is mine not not NBN? I thought it was. What's it called? Oh, Linden. Yeah.\n\nIs that is that not NBN? Is Linden not NBN? Oh. Yeah. I thought Linham was just the name of the company that organized the the infrastructure for the Internet in the building because we're in an apartment building.\n\nI thought Linham was the company that did the Internet infrastructure. No? Right. So so so what would you call my service? Is it a Linum server?\n\nThat's the name of the company, though, isn't it? Right. So so our our network is not NBN. It's just called the Linham network. Is that what you're saying?\n\nRight. So they're they're two are they two different network? NBN and Linen are are both networks, but they're different networks. Is that what you're saying? Yeah.\n\nOkay. Oh, okay. So so so would you say that the area that we're in, Templestowe, the suburbs called Templestowe, would you say that Templestowe is is not serviceable by NBN and that's why Linham has picked picked up that that area. Yeah. Okay.\n\nAlright. Okay, Mary. Thanks for clarifying all that, and thanks for fixing the problem with the direct debit. I'm glad it all got sorted in the end. I appreciate your help.\n\nThank you. No worries. Yeah. No. That was all.\n\nThanks again, Mary. Thanks. Alright. Thank you. Bye bye.\n\nSee you. You too. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi, Mary.","start":7.52,"end":8.26,"sentiment":"neutral","sentiment_score":0.07775799930095673},{"text":"Bill's my name.","start":8.32,"end":9.2,"sentiment":"neutral","sentiment_score":0.02706056274473667},{"text":"I missed your call about half an hour ago.","start":9.2,"end":11.38,"sentiment":"neutral","sentiment_score":-0.09908404780758752},{"text":"Yes.","start":25.005001,"end":25.505001,"sentiment":"neutral","sentiment_score":0.0504378080368042},{"text":"Yep.","start":25.645,"end":26.01,"sentiment":"neutral","sentiment_score":0.0603276789188385}],"sentiment":"neutral","sentiment_score":-0.03401832852978259,"num_words":16,"start":7.52,"end":26.01},{"sentences":[{"text":"Yeah.","start":26.25,"end":26.49,"sentiment":"neutral","sentiment_score":0.06095614656805992},{"text":"Sure.","start":26.49,"end":26.89,"sentiment":"neutral","sentiment_score":0.10930360853672028},{"text":"How did you go?","start":26.89,"end":27.87,"sentiment":"neutral","sentiment_score":0.07592848502099514},{"text":"Oh, okay.","start":95.21,"end":96.03,"sentiment":"neutral","sentiment_score":-0.019532352685928345},{"text":"So so so it wouldn't accept it last time because the card was in one name, but the account was in two names.","start":96.17,"end":104.435,"sentiment":"neutral","sentiment_score":-0.20553418605223947}],"sentiment":"neutral","sentiment_score":-0.13846378352853558,"num_words":31,"start":26.25,"end":104.435},{"sentences":[{"text":"Is that what you're saying?","start":104.435,"end":105.735,"sentiment":"neutral","sentiment_score":-0.06283165998756886},{"text":"Okay.","start":108.275,"end":108.775,"sentiment":"neutral","sentiment_score":0.045970574021339417},{"text":"Okay.","start":120.74,"end":121.14,"sentiment":"neutral","sentiment_score":0.1888808310031891},{"text":"So the account is now in my name and my wife's name together, and the card and the Mastercard is already in place for for monthly direct debit payments.","start":121.14,"end":131.375,"sentiment":"neutral","sentiment_score":0.21439088906707435},{"text":"Is that what you're saying?","start":131.435,"end":132.655,"sentiment":"neutral","sentiment_score":0.1147338405251503}],"sentiment":"neutral","sentiment_score":0.16369995343067298,"num_words":41,"start":104.435,"end":132.655},{"sentences":[{"text":"No.","start":155.615,"end":155.77501,"sentiment":"neutral","sentiment_score":-0.14117439091205597},{"text":"That's alright.","start":155.77501,"end":156.51501,"sentiment":"neutral","sentiment_score":-0.011085545644164085},{"text":"Oh, good.","start":157.29501,"end":157.955,"sentiment":"positive","sentiment_score":0.4341925084590912},{"text":"I'm glad you fixed it, so thanks for letting me know.","start":158.01501,"end":160.91501,"sentiment":"positive","sentiment_score":0.665584000674161},{"text":"Mary, I I probably asked you this last time.","start":161.77501,"end":164.65501,"sentiment":"neutral","sentiment_score":-0.0456989197474387}],"sentiment":"neutral","sentiment_score":0.30460693057626487,"num_words":25,"start":155.615,"end":164.65501},{"sentences":[{"text":"I'm not sure.","start":164.65501,"end":165.63501,"sentiment":"neutral","sentiment_score":-0.09627094368139903},{"text":"I'll I'll ask again.","start":165.82,"end":167.12001,"sentiment":"neutral","sentiment_score":-0.03703656047582626},{"text":"Is it...","start":167.18001,"end":167.82,"sentiment":"neutral","sentiment_score":-0.00735886674374342},{"text":"Instead of emailing the accounts every month, are you able to send them in the post or not?","start":167.82,"end":173.52,"sentiment":"neutral","sentiment_score":-0.015674998776780233},{"text":"No.","start":175.26001,"end":175.76001,"sentiment":"neutral","sentiment_score":-0.10674239695072174}],"sentiment":"neutral","sentiment_score":-0.030020327905991247,"num_words":28,"start":164.65501,"end":175.76001},{"sentences":[{"text":"Okay.","start":176.78,"end":177.28,"sentiment":"neutral","sentiment_score":-0.00901902001351118},{"text":"No.","start":177.58,"end":177.74,"sentiment":"neutral","sentiment_score":-0.0240718312561512},{"text":"That's fine.","start":177.74,"end":178.46,"sentiment":"neutral","sentiment_score":0.01057825144380331},{"text":"And it...","start":178.46,"end":179.90001,"sentiment":"neutral","sentiment_score":-0.007287437096238136},{"text":"Was there any is there any discount for a pensioner concession card or or not?","start":179.90001,"end":185.565,"sentiment":"neutral","sentiment_score":-0.014066042751073838}],"sentiment":"neutral","sentiment_score":-0.011309517325744742,"num_words":21,"start":176.78,"end":185.565},{"sentences":[{"text":"Oh, and is mine not not NBN?","start":194.905,"end":197.61,"sentiment":"neutral","sentiment_score":-0.04929744079709053},{"text":"I thought it was.","start":202.07,"end":203.13,"sentiment":"neutral","sentiment_score":-0.05460706539452076},{"text":"What's it called?","start":224.295,"end":225.15,"sentiment":"neutral","sentiment_score":-0.013150923885405064},{"text":"Oh, Linden.","start":227.87,"end":228.51,"sentiment":"neutral","sentiment_score":-0.020402134396135807},{"text":"Yeah.","start":228.51,"end":228.75,"sentiment":"neutral","sentiment_score":-0.02764449082314968}],"sentiment":"neutral","sentiment_score":-0.039494816378197246,"num_words":17,"start":194.905,"end":228.75},{"sentences":[{"text":"Is that is that not NBN?","start":228.75,"end":231.48999,"sentiment":"neutral","sentiment_score":-0.036940798163414},{"text":"Is Linden not NBN?","start":231.54999,"end":233.01,"sentiment":"neutral","sentiment_score":-0.02877050405368209},{"text":"Oh.","start":239.31,"end":239.81,"sentiment":"neutral","sentiment_score":-0.0220386553555727},{"text":"Yeah.","start":253.57,"end":253.89,"sentiment":"neutral","sentiment_score":-0.044591762125492096},{"text":"I thought Linham was just the name of the company that organized the the infrastructure for the Internet in the building because we're in an apartment building.","start":253.89,"end":264.21,"sentiment":"neutral","sentiment_score":-0.0587571343338048}],"sentiment":"neutral","sentiment_score":-0.05102050896638479,"num_words":39,"start":228.75,"end":264.21},{"sentences":[{"text":"I thought Linham was the company that did the Internet infrastructure.","start":264.21,"end":267.19,"sentiment":"neutral","sentiment_score":-0.05135848542506045},{"text":"No?","start":277.985,"end":278.485,"sentiment":"neutral","sentiment_score":-0.06861293315887451},{"text":"Right.","start":294.50998,"end":294.75,"sentiment":"neutral","sentiment_score":0.008410006761550903},{"text":"So so so what would you call my service?","start":294.75,"end":298.805,"sentiment":"neutral","sentiment_score":-0.005209450765202443},{"text":"Is it a Linum server?","start":299.185,"end":300.705,"sentiment":"neutral","sentiment_score":-0.007546490058302879}],"sentiment":"neutral","sentiment_score":-0.026287547157456476,"num_words":27,"start":264.21,"end":300.705},{"sentences":[{"text":"That's the name of the company, though, isn't it?","start":300.705,"end":302.965,"sentiment":"neutral","sentiment_score":-0.02035875732286109},{"text":"Right.","start":307.82498,"end":308.065,"sentiment":"neutral","sentiment_score":-0.0020610224455595016},{"text":"So so our our network is not NBN.","start":308.065,"end":311.03,"sentiment":"neutral","sentiment_score":-0.015326206921599805},{"text":"It's just called the Linham network.","start":311.25,"end":313.25,"sentiment":"neutral","sentiment_score":-0.011721558403223753},{"text":"Is that what you're saying?","start":313.25,"end":314.46997,"sentiment":"neutral","sentiment_score":-0.0035804295912384987}],"sentiment":"neutral","sentiment_score":-0.013659689382746303,"num_words":29,"start":300.705,"end":314.46997},{"sentences":[{"text":"Right.","start":320.05,"end":320.53,"sentiment":"neutral","sentiment_score":-0.003256275784224272},{"text":"So they're they're two are they two different network?","start":320.53,"end":324.18503,"sentiment":"neutral","sentiment_score":-0.011980664450675249},{"text":"NBN and Linen are are both networks, but they're different networks.","start":324.725,"end":328.885,"sentiment":"neutral","sentiment_score":-0.011431005063720724},{"text":"Is that what you're saying?","start":328.885,"end":330.02502,"sentiment":"neutral","sentiment_score":-0.0002712013199925423},{"text":"Yeah.","start":332.005,"end":332.40503,"sentiment":"neutral","sentiment_score":0.04472840949892998}],"sentiment":"neutral","sentiment_score":-0.007164848468231934,"num_words":27,"start":320.05,"end":332.40503},{"sentences":[{"text":"Okay.","start":332.40503,"end":332.90503,"sentiment":"neutral","sentiment_score":0.035128142684698105},{"text":"Oh, okay.","start":346.78,"end":347.68,"sentiment":"neutral","sentiment_score":-0.018336846493184566},{"text":"So so so would you say that the area that we're in, Templestowe, the suburbs called Templestowe, would you say that Templestowe is is not serviceable by NBN and that's why Linham has picked picked up that that area.","start":349.66,"end":364.92,"sentiment":"neutral","sentiment_score":-0.046210579526347995},{"text":"Yeah.","start":366.26,"end":366.74002,"sentiment":"neutral","sentiment_score":0.04506618529558182},{"text":"Okay.","start":366.74002,"end":367.22,"sentiment":"neutral","sentiment_score":0.08812202513217926}],"sentiment":"neutral","sentiment_score":-0.03796749866821549,"num_words":44,"start":332.40503,"end":367.22},{"sentences":[{"text":"Alright.","start":367.22,"end":367.72,"sentiment":"neutral","sentiment_score":0.14938025176525116},{"text":"Okay, Mary.","start":368.42,"end":369.14,"sentiment":"neutral","sentiment_score":0.26181498169898987},{"text":"Thanks for clarifying all that, and thanks for fixing the problem with the direct debit.","start":369.14,"end":373.22,"sentiment":"positive","sentiment_score":0.5503718972206115},{"text":"I'm glad it all got sorted in the end.","start":373.22,"end":374.9,"sentiment":"positive","sentiment_score":0.6365109417173598},{"text":"I appreciate your help.","start":374.9,"end":376.02002,"sentiment":"positive","sentiment_score":0.6278778165578842}],"sentiment":"positive","sentiment_score":0.5538289811341993,"num_words":31,"start":367.22,"end":376.02002},{"sentences":[{"text":"Thank you.","start":376.02002,"end":376.68,"sentiment":"positive","sentiment_score":0.520230770111084},{"text":"No worries.","start":380.395,"end":381.135,"sentiment":"neutral","sentiment_score":0.12298169359564781},{"text":"Yeah.","start":382.23502,"end":382.475,"sentiment":"neutral","sentiment_score":0.05825287476181984},{"text":"No.","start":382.475,"end":382.635,"sentiment":"neutral","sentiment_score":0.0486101359128952},{"text":"That was all.","start":382.635,"end":383.275,"sentiment":"neutral","sentiment_score":0.08537557969490688}],"sentiment":"neutral","sentiment_score":0.18326829746365547,"num_words":9,"start":376.02002,"end":383.275},{"sentences":[{"text":"Thanks again, Mary.","start":383.275,"end":384.335,"sentiment":"positive","sentiment_score":0.3853141764799754},{"text":"Thanks.","start":386.315,"end":386.815,"sentiment":"positive","sentiment_score":0.4126949906349182},{"text":"Alright.","start":386.875,"end":387.375,"sentiment":"neutral","sentiment_score":0.2898728549480438},{"text":"Thank you.","start":387.515,"end":387.995,"sentiment":"positive","sentiment_score":0.35032811760902405},{"text":"Bye bye.","start":387.995,"end":388.73502,"sentiment":"neutral","sentiment_score":0.1659434624016285}],"sentiment":"neutral","sentiment_score":0.32122817056046593,"num_words":9,"start":383.275,"end":388.73502},{"sentences":[{"text":"See you.","start":388.95502,"end":389.695,"sentiment":"positive","sentiment_score":0.6928265392780304},{"text":"You too.","start":389.995,"end":390.555,"sentiment":"positive","sentiment_score":0.43427199125289917},{"text":"Bye bye.","start":390.555,"end":391.295,"sentiment":"neutral","sentiment_score":0.10196743160486221}],"sentiment":"positive","sentiment_score":0.40968865404526394,"num_words":6,"start":388.95502,"end":391.295}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel accounts department. My name is Mary. May I have your name, please?\n\nChannel 1: Hi, Mary. Bill's my name. I missed your call about half an hour ago.\n\nChannel 0: Yes, Bill. My name is Mary. I know my call was long overdue, but I just called in ring... Just a quick catch up regarding what happened with the adding your payment method.\n\nChannel 1: Yes.\n\nChannel 0: Can you proceed?\n\nChannel 1: Yep. Yeah.\n\nChannel 0: Yeah.\n\nChannel 1: Sure.\n\nChannel 0: So\n\nChannel 1: How did\n\nChannel 0: what...\n\nChannel 1: you go?\n\nChannel 0: Yeah. So right after we disconnect the call, I tried resetting. I mean, it's not resetting, but I tried to remove your wife's name again and leave your name only. So I save your account, and then I went back to adding your payment method. And that's the time that the payment got accepted or the payment was added...\n\nI mean, the... Your card was all added in your account. But no worries. I've already added back your wife's name on your account. So that's the reason or the error why the card is not...\n\nOr, I mean, we had an error adding your card on your account because your account on our end... We call it CRM. It's different from the name that is being entered on the card details. So I fixed the CRM first, yes, and removed your wife's name and then went back to adding your card again and, ta da, successfully added your card.\n\nChannel 1: Oh, okay. So so so it wouldn't accept it last time because the card was in one name, but the account was in two names. Is that what you're saying?\n\nChannel 0: Yeah. That's correct, Bill. So\n\nChannel 1: Okay.\n\nChannel 0: that's for the issue or underlying issue, the name or... On our CRM. But everything is fine. I already added back your wife's name on your account.\n\nChannel 1: Okay. So the account is now in my name and my wife's\n\nChannel 0: Yeah.\n\nChannel 1: name together, and the card and the Mastercard is already in place for for monthly direct debit payments. Is that what you're saying?\n\nChannel 0: Yes, Dale. That is correct. I'm sorry. I should have told you again on the... I I actually tried to call.\n\nHowever, I was I was routed to voice mail, and I... It took me time to give you an update. I'm so sorry. Things have been hectic, and I should have called you as soon as possible, though I was I was routed to your voice mail. But\n\nChannel 1: No. That's\n\nChannel 0: everything\n\nChannel 1: alright.\n\nChannel 0: is fine here, Aldrin.\n\nChannel 1: Oh, good. I'm glad you fixed it, so thanks for letting me know.\n\nChannel 0: Uh-huh.\n\nChannel 1: Mary, I I probably asked you this last time. I'm not sure. I'll I'll ask again. Is it... Instead of emailing the accounts every month, are you able to send them in the post or not?\n\nChannel 0: No. No.\n\nChannel 1: No.\n\nChannel 0: Bill. I'm sorry. Yeah.\n\nChannel 1: Okay. No. That's fine. And it... Was there any is there any discount for a pensioner concession card or or not?\n\nChannel 0: There is. However, we have a specific network, and that is only offered for NBN\n\nChannel 1: Oh, and is mine not\n\nChannel 0: network.\n\nChannel 1: not NBN?\n\nChannel 0: Let me check. Hold on.\n\nChannel 1: I thought it was.\n\nChannel 0: Oh, oops. Hold on. Let me try again. Your network with us is actually a Linham network.\n\nChannel 1: What's it called?\n\nChannel 0: It's it's Linham network\n\nChannel 1: Oh, Linden.\n\nChannel 0: and\n\nChannel 1: Yeah.\n\nChannel 0: not\n\nChannel 1: Is\n\nChannel 0: an...\n\nChannel 1: that\n\nChannel 0: Yeah.\n\nChannel 1: is that not NBN? Is Linden not\n\nChannel 0: Yeah.\n\nChannel 1: NBN?\n\nChannel 0: Yeah. It's different. NBN is different from Linham. So our\n\nChannel 1: Oh.\n\nChannel 0: pension discount is being offered for NBN because NBN is like... It's a network... Government network. That's why I think it's only being offered under NBN.\n\nChannel 1: Yeah. I thought Linham was just the name of the company that organized the the infrastructure for the Internet in the building because we're in an apartment building. I thought Linham was the company that did the Internet infrastructure.\n\nChannel 0: No. They they... I mean, they work separately. It's like with the Supa network. I'm I'm sure you've already heard about it.\n\nChannel 1: No?\n\nChannel 0: The Supa, the NBN, they are different network. And also the Gigafy, they're all different network. We are the... But they still provide the Internet to the location... I mean, to the address.\n\nChannel 1: Right. So so so what would you call my service? Is it a Linum server? That's the name of the company, though, isn't it?\n\nChannel 0: Yeah. It's the Linham network.\n\nChannel 1: Right. So so our our network is not NBN. It's just called the Linham network. Is that what you're saying?\n\nChannel 0: Yes. Yes. But... And then it's also a network. It's a different network with Linham.\n\nChannel 1: Right. So\n\nChannel 0: It\n\nChannel 1: they're\n\nChannel 0: just so\n\nChannel 1: they're\n\nChannel 0: happened\n\nChannel 1: two\n\nChannel 0: that...\n\nChannel 1: are they two different\n\nChannel 0: Sorry,\n\nChannel 1: network?\n\nChannel 0: guys.\n\nChannel 1: NBN and Linen are are both networks, but they're different\n\nChannel 0: Yeah.\n\nChannel 1: networks. Is that what you're saying?\n\nChannel 0: Yeah. Yes. That's correct.\n\nChannel 1: Yeah. Okay.\n\nChannel 0: It's just so happened that your location is serviceable with Linham and not NBN because there are type of... I mean, there are some areas that is serviceable with, NBN, and\n\nChannel 1: Oh,\n\nChannel 0: some\n\nChannel 1: okay.\n\nChannel 0: areas are not. Yeah. That's\n\nChannel 1: So\n\nChannel 0: why\n\nChannel 1: so so would you say that the area that we're in, Templestowe, the suburbs called Templestowe, would you say that Templestowe is is not serviceable by NBN and that's why Linham has picked picked up that that area.\n\nChannel 0: Yes, Bill. Yes,\n\nChannel 1: Yeah.\n\nChannel 0: Bill.\n\nChannel 1: Okay. Alright. Okay, Mary. Thanks for clarifying all that, and thanks for fixing the problem with the direct debit. I'm glad it all got sorted in the end.\n\nI appreciate your help.\n\nChannel 0: Thank\n\nChannel 1: Thank you.\n\nChannel 0: thank you so much, Bill, as well for calling me back.\n\nChannel 1: No\n\nChannel 0: Anything\n\nChannel 1: worries.\n\nChannel 0: else I can help you with?\n\nChannel 1: Yeah. No. That was all. Thanks again, Mary.\n\nChannel 0: Thank you for your time. Thank you so\n\nChannel 1: Thanks.\n\nChannel 0: much,\n\nChannel 1: Alright.\n\nChannel 0: Bill.\n\nChannel 1: Thank\n\nChannel 0: Thank you.\n\nChannel 1: you. Bye\n\nChannel 0: Goodbye.\n\nChannel 1: bye.\n\nChannel 0: Enjoy\n\nChannel 1: See\n\nChannel 0: your\n\nChannel 1: you.\n\nChannel 0: weekend.\n\nChannel 1: You too. Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel accounts department.","start":2.3999999,"end":4.34,"sentiment":"positive","sentiment_score":0.6515554104532514},{"text":"My name is Mary.","start":4.4,"end":5.3599997,"sentiment":"positive","sentiment_score":0.4497292786836624},{"text":"May I have your name, please?","start":5.3599997,"end":6.58,"sentiment":"positive","sentiment_score":0.3755016972621282}],"sentiment":"positive","sentiment_score":0.5066361865576576,"channel":0,"num_words":17,"start":2.3999999,"end":6.58},{"sentences":[{"text":"Hi, Mary.","start":7.52,"end":8.26,"sentiment":"neutral","sentiment_score":0.07775799930095673},{"text":"Bill's my name.","start":8.32,"end":9.2,"sentiment":"neutral","sentiment_score":0.02706056274473667},{"text":"I missed your call about half an hour 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The representative, Mary, helped him fix the CRM error and added his wife's name to his account. They also discussed discounts for pensioners and the possibility of sending direct debit payments through post."},"intents":{"segments":[{"text":"My name is Mary. I know my call was long overdue, but I just called in ring... Just a quick catch up regarding what happened with the adding your payment method. Yes.","start_word":33,"end_word":64,"intents":[{"intent":"Resolve payment issue","confidence_score":0.05760684}]},{"text":"I should have told you again on the... I I actually tried to call. However, I was I was routed to voice mail, and I... It took me time to give you an update. I'm so sorry.","start_word":344,"end_word":380,"intents":[{"intent":"Request update","confidence_score":0.03359437}]},{"text":"The Supa, the NBN, they are different network. And also the Gigafy, they're all different network. We are the... But they still provide the Internet to the location... I mean, to the address. Right.","start_word":664,"end_word":697,"intents":[{"intent":"Clarify network and location","confidence_score":0.0012974641}]},{"text":"So so so what would you call my service? Is it a Linum server?","start_word":698,"end_word":711,"intents":[{"intent":"Confirm service","confidence_score":0.051987894}]},{"text":"Thank Thank you.","start_word":917,"end_word":919,"intents":[{"intent":"Express gratitude","confidence_score":0.063649125}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel accounts department. My name is Mary. May I have your name, please?","start_word":0,"end_word":16,"sentiment":"positive","sentiment_score":0.5093939900398254},{"text":"Hi, Mary. Bill's my name. I missed your call about half an hour ago. Yes, Bill. My name is Mary. I know my call was long overdue, but I just called in ring... Just a quick catch up regarding what happened with the adding your payment method. Yes. Can you proceed? Yep. Yeah. Yeah. Sure. So How did what... you go? Yeah. So right after we disconnect the call, I tried resetting. I mean, it's not resetting, but I tried to remove your wife's name again and leave your name only. So I save your account, and then I went back to adding your payment method. And that's the time that the payment got accepted or the payment was added... I mean, the... Your card was all added in your account. But no worries. I've already added back your wife's name on your account. So that's the reason or the error why the card is not... Or, I mean, we had an error adding your card on your account because your account on our end... We call it CRM. It's different from the name that is being entered on the card details. So I fixed the CRM first, yes, and removed your wife's name and then went back to adding your card again and, ta da, successfully added your card. Oh, okay. So so so it wouldn't accept it last time because the card was in one name, but the account was in two names. Is that what you're saying? Yeah. That's correct, Bill. So Okay. that's for the issue or underlying issue, the name or... On our CRM. But everything is fine. I already added back your wife's name on your account. Okay. So the account is now in my name and my wife's Yeah. name together, and the card and the Mastercard is already in place for for monthly direct debit payments. Is that what you're saying? Yes, Dale. That is correct. I'm sorry. I should have told you again on the... I I actually tried to call. However, I was I was routed to voice mail, and I... It took me time to give you an update. I'm so sorry. Things have been hectic, and I should have called you as soon as possible, though I was I was routed to your voice mail. But No. That's everything alright. is fine here, Aldrin.","start_word":17,"end_word":412,"sentiment":"neutral","sentiment_score":-0.003948896737637544},{"text":"Oh, good. I'm glad you fixed it, so thanks for letting me know.","start_word":413,"end_word":425,"sentiment":"positive","sentiment_score":0.6089617609977722},{"text":"Uh-huh. Mary, I I probably asked you this last time. I'm not sure. I'll I'll ask again. Is it... Instead of emailing the accounts every month, are you able to send them in the post or not? No. No. No. Bill. I'm sorry. Yeah. Okay. No. That's fine. And it... Was there any is there any discount for a pensioner concession card or or not? There is. However, we have a specific network, and that is only offered for NBN Oh, and is mine not network. not NBN? Let me check. Hold on. I thought it was. Oh, oops. Hold on. Let me try again. Your network with us is actually a Linham network. What's it called? It's it's Linham network Oh, Linden. and Yeah. not Is an... that Yeah. is that not NBN? Is Linden not Yeah. NBN? Yeah. It's different. NBN is different from Linham. So our Oh. pension discount is being offered for NBN because NBN is like... It's a network... Government network. That's why I think it's only being offered under NBN. Yeah. I thought Linham was just the name of the company that organized the the infrastructure for the Internet in the building because we're in an apartment building. I thought Linham was the company that did the Internet infrastructure. No. They they... I mean, they work separately. It's like with the Supa network. I'm I'm sure you've already heard about it. No? The Supa, the NBN, they are different network. And also the Gigafy, they're all different network. We are the... But they still provide the Internet to the location... I mean, to the address. Right. So so so what would you call my service? Is it a Linum server? That's the name of the company, though, isn't it? Yeah. It's the Linham network. Right. So so our our network is not NBN. It's just called the Linham network. Is that what you're saying? Yes. Yes. But... And then it's also a network. It's a different network with Linham. Right. So It they're just so they're happened two that... are they two different Sorry, network? guys. NBN and Linen are are both networks, but they're different Yeah. networks. Is that what you're saying? Yeah. Yes. That's correct. Yeah. Okay. It's just so happened that your location is serviceable with Linham and not NBN because there are type of... I mean, there are some areas that is serviceable with, NBN, and Oh, some okay. areas are not. Yeah. That's So why so so would you say that the area that we're in, Templestowe, the suburbs called Templestowe, would you say that Templestowe is is not serviceable by NBN and that's why Linham has picked picked up that that area. Yes, Bill. Yes, Yeah. Bill. Okay. Alright. Okay, Mary.","start_word":426,"end_word":888,"sentiment":"neutral","sentiment_score":-0.021861846598979592},{"text":"Thanks for clarifying all that, and thanks for fixing the problem with the direct debit. I'm glad it all got sorted in the end. I appreciate your help. Thank Thank you. thank you so much, Bill, as well for calling me back.","start_word":889,"end_word":930,"sentiment":"positive","sentiment_score":0.5556012392044067},{"text":"No Anything worries. else I can help you with? Yeah. No. That was all.","start_word":931,"end_word":944,"sentiment":"neutral","sentiment_score":0.0885610431432724},{"text":"Thanks again, Mary. Thank you for your time. Thank you so Thanks.","start_word":945,"end_word":956,"sentiment":"positive","sentiment_score":0.4078648090362549},{"text":"much, Alright. Bill.","start_word":957,"end_word":959,"sentiment":"neutral","sentiment_score":0.31003913283348083},{"text":"Thank Thank you.","start_word":960,"end_word":962,"sentiment":"positive","sentiment_score":0.4152584373950958},{"text":"you. Bye Goodbye. bye.","start_word":963,"end_word":966,"sentiment":"neutral","sentiment_score":0.21050648391246796},{"text":"Enjoy See your you. weekend. You too.","start_word":967,"end_word":973,"sentiment":"positive","sentiment_score":0.6004104018211365},{"text":"Bye bye.","start_word":974,"end_word":975,"sentiment":"neutral","sentiment_score":0.2844092547893524}],"average":{"sentiment":"neutral","sentiment_score":0.04043088716756555}}}}