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Melanie, we actually received your call yesterday, and I do apologize if I wasn't able to call back yesterday. I was routed to voice mail. But, yeah, this is regarding with your account. Let me just pull up your account. Mhmm. Mhmm. Yes. Of course. Yeah. And I do apologize for the confusion, Melanie. But to tell you honestly, truth is the invoice that you're currently seeing is correct. It's just that the... We just had a recent price adjustment as due to the increased cost of operating and maintaining the network. So rather than compromising on the service, the small amount of adjustments will help us continue maintaining the network. And I really do apologize if you were not notified earlier. But believe me, I know... We know that that this price increase is never ideal. I o... I am also a customer myself, and I also sometimes ask questions why the sudden price increase. But rest assured that our goal is to still continue providing you with a reliable service and the support you need. So the... You... The plan... Or the price that you are currently seeing is our new plan. But you still have this 15% discount on your account as part of your service, Melanie. But... Yes. Uh-huh. So here's what I'm going to do. Of course, I won't leave you empty handed. I know you're, I mean, an... Our new customer, and you haven't got get longer with Airtel, and we wanna provide you the best service and plans. While I understand that there was a sudden price increase, Here's what I'm going to do as an exemption, Melanie. Alright? I'll go ahead and apply... Let me go ahead. Let me just review here with your plan. Oh, I see. Okay. So for this one, your discount end date for 15% discount include... Which is included on your contract ends this month, October 31. So for this one, as an exemption, I'd like to offer you an additional two month extension for 15% discount. How's that sound for you? Okay. No worries. Well, thank you so much for that. I'll make sure that this will be already applied to your next invoice. And right now it's going to be actually the same, $76.49. Hold on. So let me just compute it more clearly. The current the the the... Actually, the current price for 25 MBPS is $90. So we'll get off that 15% discount for mhmm. Yep. No. No. Yeah. So your your previous plan was actually $69 and 95¢. So previously, you had an invoice for $59.46. That's the previous price of the plan, which is $69.95, which is right now starting this month. The price increase happened. So from $69.95 as the standard price, The price under 25 mbps is now $89.99 or $90. That's why I'll be extend... Yeah. Mhmm. Yeah. I really understand, and I really do appreciate you being honest with me. But, yeah, as I mentioned earlier, this price is made for adjustment as... Well, we don't... Mhmm. Mhmm. Mhmm. Yeah. The price actually started this month of October. And on your portal as well or on your account, it can be seen that the line up prices is subject or prices might vary depending on Linham networks. That's why your... Then Mhmm. We we don't wanna... I mean, we're not changing the prices instantly or constantly, Melanie. It just so happened that the network also... Or the network directly has some changes on their maintenance. So we... As... This is a business. We also want to follow their current prices. So let me... I mean... So after your three month, if I am to extend your 15% discount, it'll go back and... Let me just check here. So that will be... Hold on. It's all loading. Paykel. A u. One moment, please. It's $19 for 25 NBTS, Melanie. If we are to take off this yeah. For 20. Yes. Mhmm. I hear you, and I really understand where you're coming from. Just give me one sec. The... Well, Melanie, yes. That's what you're currently signed up for previously. However, on your contract, it also... On your account as well as... This showing that prices might vary depending on the Linham network. It's actually the Linham network who made the changes. It's a major changes in the telecommunication industry. So as one of the ISP, we also would like to, of course, to follow since they're making changes as well on their networks. So everyone here is affected, and please trust me as a customer myself, I'll I'll feel this... I'll feel the same way. It's just so happened that price changes, and you... We have to follow it too. But rest assured that our goal is to make sure, to provide you with the reliable service and the support that you need. That's why as an exemption, I, are for consideration, I am proactively offering a 15% discount additional or an extension to your current plan. Mhmm. So for the... And let me just go ahead and check this. Hold on. So that's so that's going to be $76.50. So that's 15% discount of 90%, Melanie. If you want Yes. Really understand if you'd like to be canceling your contract with us. However, canceling your contract early or having early termination... Cancellation of your account will have you pay for an extra, which is the early termination fee given that you're currently in our twenty four months contract. That's why as much as possible, I am giving you the best offer right now, Melanie. I can also offer Melanie, we don't... Yeah. I'm sorry. But... Mhmm. The previous amount... I mean, to correct Melanie, we're seeing... I'm seeing here right now that on your account, you're under with twenty four month contract. And to also correct, we don't change price constantly. It just so happened that when you signed up with us, you still get a chance to get the get the... Or previous prices, which is in the lower price. However, since there was an... Or changes in the price, which is just started this month. So this is actually the first time that Airtel or some ISP or Internet or telecommunication changes their prices as there was a major changes as well with the network. Mhmm. Mhmm. Melanie... Yeah. So as I mentioned earlier, I'll be offering you 15% discount from the new price, which is the 90%. With your current invoice for October, as an exception, I could still go ahead and go back your price for $59.46. And then right after this month, month of of of November, you'll get to still have the 15% discount. However, by the month of November, we'll be following off the new price on the website, which is the 94¢, which will start your $76.49, discounted from $90. I'm sorry? Yes. And this month of October, I'll make an exemption on your account only. I'm not... Trust me, I don't really offer this and pro... Give this to some customer. It just so happened that I know you at... What... I mean, the moment that you come with us. That's why I'm offering you this... I mean, new... I mean, from preview... Your your previous plan. So right now, if you want me to proceed by that, just let me know so that I can modify your invoice, right now so that you can make a payment anytime before your due date. Okay. Just give me one moment. So your... The plan that you recently signed up for for the previous price was $69.95. So what what... Yeah. So... Uh-huh. So what you paid for the last two months has a 15% discount that only... Which has a total of $59.46. Right? So for this month of October, instead of paying $76.49, which is the 15% discount from our new standard price, $90, as an exception, I'll go ahead and modify it and reflect the same price from your previous plan, which is the $59.46, which is the discounted price for the $69.95. But setting your expectation after this month, which is starting from November November December, the 15% discount will be this... I mean, will be will be... I mean, we're gonna use the new standard plan, which is the $90. So that's $76.49 a week. Is that okay now with you, Melanie? You know what? I am... I'll make sure to give you the best offer today. At the month of November, your bill of $76.49 will start. And then after your discounted price... Let me just check here until when is your discounted price for 15%. Oh, yeah. Actually, today... I mean, October is your end of discount, so I'll go ahead and extend it for at two months into... You will be modifying your invoice for October. So you... At the start of November and December, you... Yeah. Yeah. It's $76 and 49¢. 90 dollars. Yes. Melanie. Well, trust me... I mean, yeah. I I I mhmm. Yeah. I really understand where you're coming from. When I saw this myself, I know that this price is going to be... You know, we we... I'm sure that I'm also sure that we will receive such inquiry about their prices, but the adjustment was made for... You know, because the increased network costs. Yeah. So that's why. Mhmm. Okay. Sure. No worries. Let me just modify your invoice at... Just one manage. Well, I I can... If I could still cater it for you, I can try to communicate with and still ask for another exemption. But, of course, I can... I I couldn't... I I couldn't promise, but at least I'll try. I I will try. But for now, this is the offer that I could offer to you, Melanie. Okay. Sure. No worries. If... Alright. So right after we end this call, I'll go ahead and modify your invoice. I will also resend you the invoice so that you can pay for it anytime until or before the due date. And your 15% discount from the new standard price will start November and December. My name is Mary. If you can still remember my name. Mhmm. Mhmm. Uh-huh. No. No. No. No worries. You're fine. Your feelings are valid, and I really understand it. And as a customer's per... Yeah. As a customer's perspective, there is nothing wrong with that, Melanie. It's just normal for you to react that way. Yeah. Yeah. Thanks, Hassan, Melanie. That's fine. Thank you so much again for your patience and time and understanding, Melanie. Have a great rest of your day. Goodbye for now. 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you for calling Airtel. My name is Mary. May I have your name, please? Hello, Melanie. Yeah.\n\nI just rang you up earlier. How are you doing today? That's good to hear. Melanie, we actually received your call yesterday, and I do apologize if I wasn't able to call back yesterday. I was routed to voice mail.\n\nBut, yeah, this is regarding with your account. Let me just pull up your account. Mhmm. Mhmm. Yes.\n\nOf course. Yeah. And I do apologize for the confusion, Melanie. But to tell you honestly, truth is the invoice that you're currently seeing is correct. It's just that the...\n\nWe just had a recent price adjustment as due to the increased cost of operating and maintaining the network. So rather than compromising on the service, the small amount of adjustments will help us continue maintaining the network. And I really do apologize if you were not notified earlier. But believe me, I know... We know that that this price increase is never ideal.\n\nI o... I am also a customer myself, and I also sometimes ask questions why the sudden price increase. But rest assured that our goal is to still continue providing you with a reliable service and the support you need. So the... You...\n\nThe plan... Or the price that you are currently seeing is our new plan. But you still have this 15% discount on your account as part of your service, Melanie. But... Yes.\n\nUh-huh. So here's what I'm going to do. Of course, I won't leave you empty handed. I know you're, I mean, an... Our new customer, and you haven't got get longer with Airtel, and we wanna provide you the best service and plans.\n\nWhile I understand that there was a sudden price increase, Here's what I'm going to do as an exemption, Melanie. Alright? I'll go ahead and apply... Let me go ahead. Let me just review here with your plan.\n\nOh, I see. Okay. So for this one, your discount end date for 15% discount include... Which is included on your contract ends this month, October 31. So for this one, as an exemption, I'd like to offer you an additional two month extension for 15% discount.\n\nHow's that sound for you? Okay. No worries. Well, thank you so much for that. I'll make sure that this will be already applied to your next invoice.\n\nAnd right now it's going to be actually the same, $76.49. Hold on. So let me just compute it more clearly. The current the the the... Actually, the current price for 25 MBPS is $90.\n\nSo we'll get off that 15% discount for mhmm. Yep. No. No. Yeah.\n\nSo your your previous plan was actually $69 and 95¢. So previously, you had an invoice for $59.46. That's the previous price of the plan, which is $69.95, which is right now starting this month. The price increase happened. So from $69.95 as the standard price, The price under 25 mbps is now $89.99 or $90.\n\nThat's why I'll be extend... Yeah. Mhmm. Yeah. I really understand, and I really do appreciate you being honest with me.\n\nBut, yeah, as I mentioned earlier, this price is made for adjustment as... Well, we don't... Mhmm. Mhmm. Mhmm.\n\nYeah. The price actually started this month of October. And on your portal as well or on your account, it can be seen that the line up prices is subject or prices might vary depending on Linham networks. That's why your... Then Mhmm.\n\nWe we don't wanna... I mean, we're not changing the prices instantly or constantly, Melanie. It just so happened that the network also... Or the network directly has some changes on their maintenance. So we...\n\nAs... This is a business. We also want to follow their current prices. So let me... I mean...\n\nSo after your three month, if I am to extend your 15% discount, it'll go back and... Let me just check here. So that will be... Hold on. It's all loading.\n\nPaykel. A u. One moment, please. It's $19 for 25 NBTS, Melanie. If we are to take off this yeah.\n\nFor 20. Yes. Mhmm. I hear you, and I really understand where you're coming from. Just give me one sec.\n\nThe... Well, Melanie, yes. That's what you're currently signed up for previously. However, on your contract, it also... On your account as well as...\n\nThis showing that prices might vary depending on the Linham network. It's actually the Linham network who made the changes. It's a major changes in the telecommunication industry. So as one of the ISP, we also would like to, of course, to follow since they're making changes as well on their networks. So everyone here is affected, and please trust me as a customer myself, I'll I'll feel this...\n\nI'll feel the same way. It's just so happened that price changes, and you... We have to follow it too. But rest assured that our goal is to make sure, to provide you with the reliable service and the support that you need. That's why as an exemption, I, are for consideration, I am proactively offering a 15% discount additional or an extension to your current plan.\n\nMhmm. So for the... And let me just go ahead and check this. Hold on. So that's so that's going to be $76.50.\n\nSo that's 15% discount of 90%, Melanie. If you want Yes. Really understand if you'd like to be canceling your contract with us. However, canceling your contract early or having early termination... Cancellation of your account will have you pay for an extra, which is the early termination fee given that you're currently in our twenty four months contract.\n\nThat's why as much as possible, I am giving you the best offer right now, Melanie. I can also offer Melanie, we don't... Yeah. I'm sorry. But...\n\nMhmm. The previous amount... I mean, to correct Melanie, we're seeing... I'm seeing here right now that on your account, you're under with twenty four month contract. And to also correct, we don't change price constantly.\n\nIt just so happened that when you signed up with us, you still get a chance to get the get the... Or previous prices, which is in the lower price. However, since there was an... Or changes in the price, which is just started this month. So this is actually the first time that Airtel or some ISP or Internet or telecommunication changes their prices as there was a major changes as well with the network.\n\nMhmm. Mhmm. Melanie... Yeah. So as I mentioned earlier, I'll be offering you 15% discount from the new price, which is the 90%.\n\nWith your current invoice for October, as an exception, I could still go ahead and go back your price for $59.46. And then right after this month, month of of of November, you'll get to still have the 15% discount. However, by the month of November, we'll be following off the new price on the website, which is the 94¢, which will start your $76.49, discounted from $90. I'm sorry? Yes.\n\nAnd this month of October, I'll make an exemption on your account only. I'm not... Trust me, I don't really offer this and pro... Give this to some customer. It just so happened that I know you at...\n\nWhat... I mean, the moment that you come with us. That's why I'm offering you this... I mean, new... I mean, from preview...\n\nYour your previous plan. So right now, if you want me to proceed by that, just let me know so that I can modify your invoice, right now so that you can make a payment anytime before your due date. Okay. Just give me one moment. So your...\n\nThe plan that you recently signed up for for the previous price was $69.95. So what what... Yeah. So... Uh-huh.\n\nSo what you paid for the last two months has a 15% discount that only... Which has a total of $59.46. Right? So for this month of October, instead of paying $76.49, which is the 15% discount from our new standard price, $90, as an exception, I'll go ahead and modify it and reflect the same price from your previous plan, which is the $59.46, which is the discounted price for the $69.95. But setting your expectation after this month, which is starting from November November December, the 15% discount will be this...\n\nI mean, will be will be... I mean, we're gonna use the new standard plan, which is the $90. So that's $76.49 a week. Is that okay now with you, Melanie? You know what?\n\nI am... I'll make sure to give you the best offer today. At the month of November, your bill of $76.49 will start. And then after your discounted price... Let me just check here until when is your discounted price for 15%.\n\nOh, yeah. Actually, today... I mean, October is your end of discount, so I'll go ahead and extend it for at two months into... You will be modifying your invoice for October. So you...\n\nAt the start of November and December, you... Yeah. Yeah. It's $76 and 49¢. 90 dollars.\n\nYes. Melanie. Well, trust me... I mean, yeah. I I I mhmm.\n\nYeah. I really understand where you're coming from. When I saw this myself, I know that this price is going to be... You know, we we... I'm sure that I'm also sure that we will receive such inquiry about their prices, but the adjustment was made for...\n\nYou know, because the increased network costs. Yeah. So that's why. Mhmm. Okay.\n\nSure. No worries. Let me just modify your invoice at... Just one manage. Well, I I can...\n\nIf I could still cater it for you, I can try to communicate with and still ask for another exemption. But, of course, I can... I I couldn't... I I couldn't promise, but at least I'll try. I I will try.\n\nBut for now, this is the offer that I could offer to you, Melanie. Okay. Sure. No worries. If...\n\nAlright. So right after we end this call, I'll go ahead and modify your invoice. I will also resend you the invoice so that you can pay for it anytime until or before the due date. And your 15% discount from the new standard price will start November and December. My name is Mary.\n\nIf you can still remember my name. Mhmm. Mhmm. Uh-huh. No.\n\nNo. No. No worries. You're fine. Your feelings are valid, and I really understand it.\n\nAnd as a customer's per... Yeah. As a customer's perspective, there is nothing wrong with that, Melanie. It's just normal for you to react that way. Yeah.\n\nYeah. Thanks, Hassan, Melanie. That's fine. Thank you so much again for your patience and time and understanding, Melanie. Have a great rest of your day.\n\nGoodbye for now. Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.88,"end":2.1599998,"sentiment":"positive","sentiment_score":0.6502627849578857},{"text":"My name is Mary.","start":2.1599998,"end":3.12,"sentiment":"neutral","sentiment_score":0.2501882202923298},{"text":"May I have your name, please?","start":3.12,"end":4.5,"sentiment":"neutral","sentiment_score":0.19408817340930304},{"text":"Hello, Melanie.","start":7.3599997,"end":8.34,"sentiment":"neutral","sentiment_score":0.10815850272774696},{"text":"Yeah.","start":8.4,"end":8.639999,"sentiment":"neutral","sentiment_score":0.17771893739700317}],"sentiment":"neutral","sentiment_score":0.32281287718150353,"num_words":18,"start":0.88,"end":8.639999},{"sentences":[{"text":"I just rang you up earlier.","start":8.639999,"end":10.179999,"sentiment":"neutral","sentiment_score":0.25571291893720627},{"text":"How are you doing today?","start":11.2,"end":12.5,"sentiment":"neutral","sentiment_score":0.3262218177318573},{"text":"That's good to hear.","start":14.665,"end":15.725,"sentiment":"positive","sentiment_score":0.6161477118730545},{"text":"Melanie, we actually received your call yesterday, and I do apologize if I wasn't able to call back yesterday.","start":16.025,"end":22.525,"sentiment":"neutral","sentiment_score":0.011004260201987467},{"text":"I was routed to voice mail.","start":22.585,"end":24.605,"sentiment":"neutral","sentiment_score":-0.029014003463089466}],"sentiment":"neutral","sentiment_score":0.14162435932084919,"num_words":40,"start":8.639999,"end":24.605},{"sentences":[{"text":"But, yeah, this is regarding with your account.","start":24.904999,"end":27.724998,"sentiment":"neutral","sentiment_score":-0.0013817674480378628},{"text":"Let me just pull up your account.","start":28.75,"end":30.45,"sentiment":"neutral","sentiment_score":0.004270294947283608},{"text":"Mhmm.","start":32.99,"end":33.49,"sentiment":"neutral","sentiment_score":-0.00046838074922561646},{"text":"Mhmm.","start":37.07,"end":37.57,"sentiment":"neutral","sentiment_score":-0.006200362928211689},{"text":"Yes.","start":43.934998,"end":44.434998,"sentiment":"neutral","sentiment_score":-0.029465660452842712}],"sentiment":"neutral","sentiment_score":-0.0009609155046443144,"num_words":18,"start":24.904999,"end":44.434998},{"sentences":[{"text":"Of course.","start":45.454998,"end":46.195,"sentiment":"neutral","sentiment_score":-0.015813399106264118},{"text":"Yeah.","start":47.135,"end":47.375,"sentiment":"neutral","sentiment_score":0.009960747323930264},{"text":"And I do apologize for the confusion, Melanie.","start":47.375,"end":50.114998,"sentiment":"neutral","sentiment_score":-0.03778866492211819},{"text":"But to tell you honestly, truth is the invoice that you're currently seeing is correct.","start":50.175,"end":57.19,"sentiment":"neutral","sentiment_score":0.012502559398611387},{"text":"It's just that the...","start":58.29,"end":62.129997,"sentiment":"neutral","sentiment_score":-0.013757363660261035}],"sentiment":"neutral","sentiment_score":-0.006382214464247226,"num_words":30,"start":45.454998,"end":62.129997},{"sentences":[{"text":"We just had a recent price adjustment as due to the increased cost of operating and maintaining the network.","start":62.129997,"end":71.665,"sentiment":"neutral","sentiment_score":-0.0006340662703702325},{"text":"So rather than compromising on the service, the small amount of adjustments will help us continue maintaining the network.","start":72.045,"end":79.585,"sentiment":"neutral","sentiment_score":0.14937210906493037},{"text":"And I really do apologize if you were not notified earlier.","start":79.95,"end":83.71,"sentiment":"neutral","sentiment_score":-0.0843802189285105},{"text":"But believe me, I know...","start":83.71,"end":86.77,"sentiment":"neutral","sentiment_score":-0.06014702394604683},{"text":"We know that that this price increase is never ideal.","start":87.07,"end":89.57,"sentiment":"neutral","sentiment_score":-0.26564213931560515}],"sentiment":"neutral","sentiment_score":-0.016551814187550917,"num_words":64,"start":62.129997,"end":89.57},{"sentences":[{"text":"I o...","start":89.63,"end":90.03,"sentiment":"neutral","sentiment_score":-0.14108292013406754},{"text":"I am also a customer myself, and I also sometimes ask questions why the sudden price increase.","start":90.03,"end":96.675,"sentiment":"neutral","sentiment_score":-0.0839292134213097},{"text":"But rest assured that our goal is to still continue providing you with a reliable service and the support you need.","start":97.215004,"end":103.795,"sentiment":"neutral","sentiment_score":0.2346913232689812},{"text":"So the...","start":103.855,"end":104.595,"sentiment":"neutral","sentiment_score":0.003394791390746832},{"text":"You...","start":105.695,"end":105.935005,"sentiment":"neutral","sentiment_score":-0.0004112953320145607}],"sentiment":"neutral","sentiment_score":0.07502171180622522,"num_words":43,"start":89.63,"end":105.935005},{"sentences":[{"text":"The plan...","start":105.935005,"end":106.415,"sentiment":"neutral","sentiment_score":0.0012616501189768314},{"text":"Or the price that you are currently seeing is our new plan.","start":106.415,"end":110.96001,"sentiment":"neutral","sentiment_score":0.024660457236071427},{"text":"But you still have this 15% discount on your account as part of your service, Melanie.","start":111.420006,"end":118.240005,"sentiment":"neutral","sentiment_score":0.09093141427729279},{"text":"But...","start":119.5,"end":120.0,"sentiment":"neutral","sentiment_score":-0.0509716272354126},{"text":"Yes.","start":124.425,"end":124.925,"sentiment":"neutral","sentiment_score":-0.04115613177418709}],"sentiment":"neutral","sentiment_score":0.05191323926555924,"num_words":32,"start":105.935005,"end":124.925},{"sentences":[{"text":"Uh-huh.","start":129.145,"end":129.645,"sentiment":"neutral","sentiment_score":-0.06135621666908264},{"text":"So here's what I'm going to do.","start":131.305,"end":133.225,"sentiment":"neutral","sentiment_score":0.0777810380927154},{"text":"Of course, I won't leave you empty handed.","start":133.225,"end":135.565,"sentiment":"neutral","sentiment_score":0.009513842640444636},{"text":"I know you're, I mean, an...","start":136.20001,"end":137.96,"sentiment":"neutral","sentiment_score":0.006638113874942064},{"text":"Our new customer, and you haven't got get longer with Airtel, and we wanna provide you the best service and plans.","start":137.96,"end":145.82,"sentiment":"neutral","sentiment_score":0.1268422534423215}],"sentiment":"neutral","sentiment_score":0.07587762317771829,"num_words":43,"start":129.145,"end":145.82},{"sentences":[{"text":"While I understand that there was a sudden price increase, Here's what I'm going to do as an exemption, Melanie.","start":146.52,"end":153.585,"sentiment":"neutral","sentiment_score":-0.07897947831079363},{"text":"Alright?","start":153.585,"end":154.085,"sentiment":"neutral","sentiment_score":-0.004986827727407217},{"text":"I'll go ahead and apply...","start":154.625,"end":156.565,"sentiment":"neutral","sentiment_score":-0.003913427889347077},{"text":"Let me go ahead.","start":157.345,"end":158.225,"sentiment":"neutral","sentiment_score":0.004210387589409947},{"text":"Let me just review here with your plan.","start":158.225,"end":164.485,"sentiment":"neutral","sentiment_score":0.015180069487541914}],"sentiment":"neutral","sentiment_score":-0.03857530071400106,"num_words":38,"start":146.52,"end":164.485},{"sentences":[{"text":"Oh, I see.","start":165.48001,"end":167.34001,"sentiment":"neutral","sentiment_score":0.03155207013090452},{"text":"Okay.","start":170.36,"end":170.86,"sentiment":"neutral","sentiment_score":0.03192679211497307},{"text":"So for this one, your discount end date for 15% discount include...","start":171.0,"end":177.18001,"sentiment":"neutral","sentiment_score":0.03333735900620619},{"text":"Which is included on your contract ends this month, October 31.","start":177.32,"end":185.10501,"sentiment":"neutral","sentiment_score":0.04347615214911374},{"text":"So for this one, as an exemption, I'd like to offer you an additional two month extension for 15% discount.","start":185.16501,"end":192.30501,"sentiment":"neutral","sentiment_score":0.12151075564324856}],"sentiment":"neutral","sentiment_score":0.07308689568271028,"num_words":47,"start":165.48001,"end":192.30501},{"sentences":[{"text":"How's that sound for you?","start":192.365,"end":193.62,"sentiment":"neutral","sentiment_score":0.16459318697452546},{"text":"Okay.","start":195.54,"end":195.86,"sentiment":"neutral","sentiment_score":0.194629967212677},{"text":"No worries.","start":195.86,"end":196.34,"sentiment":"neutral","sentiment_score":0.2037832885980606},{"text":"Well, thank you so much for that.","start":196.34,"end":198.04,"sentiment":"positive","sentiment_score":0.5621771897588458},{"text":"I'll make sure that this will be already applied to your next invoice.","start":199.29999,"end":204.92,"sentiment":"positive","sentiment_score":0.38576218027334946}],"sentiment":"positive","sentiment_score":0.3705468268266746,"num_words":28,"start":192.365,"end":204.92},{"sentences":[{"text":"And right now it's going to be actually the same, $76.49.","start":205.54,"end":219.24,"sentiment":"neutral","sentiment_score":0.02699342247268016},{"text":"Hold on.","start":221.88,"end":222.44,"sentiment":"neutral","sentiment_score":-0.015659546479582787},{"text":"So let me just compute it more clearly.","start":222.44,"end":226.46,"sentiment":"neutral","sentiment_score":-0.006873296282719821},{"text":"The current the the the...","start":231.40001,"end":234.105,"sentiment":"neutral","sentiment_score":-0.06258365139365196},{"text":"Actually, the current price for 25 MBPS is $90.","start":234.105,"end":238.98499,"sentiment":"neutral","sentiment_score":-0.09911718964576721}],"sentiment":"neutral","sentiment_score":-0.028410022280045917,"num_words":35,"start":205.54,"end":238.98499},{"sentences":[{"text":"So we'll get off that 15% discount for mhmm.","start":238.98499,"end":255.41,"sentiment":"neutral","sentiment_score":-0.07510966062545776},{"text":"Yep.","start":255.41,"end":255.89,"sentiment":"neutral","sentiment_score":-0.05832865089178085},{"text":"No.","start":255.89,"end":256.05002,"sentiment":"neutral","sentiment_score":-0.1355675905942917},{"text":"No.","start":256.05002,"end":256.55002,"sentiment":"neutral","sentiment_score":-0.17389141023159027},{"text":"Yeah.","start":257.89,"end":258.255,"sentiment":"neutral","sentiment_score":-0.062598317861557}],"sentiment":"neutral","sentiment_score":-0.08510560886217998,"num_words":13,"start":238.98499,"end":258.255},{"sentences":[{"text":"So your your previous plan was actually $69 and 95¢.","start":258.415,"end":262.835,"sentiment":"neutral","sentiment_score":-0.0838846108979649},{"text":"So previously, you had an invoice for $59.46.","start":263.055,"end":267.135,"sentiment":"neutral","sentiment_score":-0.08090611547231674},{"text":"That's the previous price of the plan, which is $69.95, which is right now starting this month.","start":267.135,"end":276.40997,"sentiment":"neutral","sentiment_score":-0.09033885883057818},{"text":"The price increase happened.","start":277.66998,"end":279.44998,"sentiment":"neutral","sentiment_score":-0.16201838105916977},{"text":"So from $69.95 as the standard price, The price under 25 mbps is now $89.99 or $90.","start":279.90997,"end":290.675,"sentiment":"neutral","sentiment_score":0.03299780091380372}],"sentiment":"neutral","sentiment_score":-0.055001489648764786,"num_words":56,"start":258.415,"end":290.675},{"sentences":[{"text":"That's why I'll be 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don't...","start":347.445,"end":348.825,"sentiment":"neutral","sentiment_score":-0.11165650437275569},{"text":"Mhmm.","start":351.365,"end":351.865,"sentiment":"neutral","sentiment_score":-0.10016503930091858},{"text":"Mhmm.","start":355.845,"end":355.925,"sentiment":"neutral","sentiment_score":-0.03866202011704445},{"text":"Mhmm.","start":355.925,"end":356.425,"sentiment":"neutral","sentiment_score":-0.02831459045410156}],"sentiment":"neutral","sentiment_score":-0.08998136359610055,"num_words":19,"start":317.475,"end":356.425},{"sentences":[{"text":"Yeah.","start":358.91,"end":359.41,"sentiment":"neutral","sentiment_score":-0.03394726663827896},{"text":"The price actually started this month of October.","start":360.03,"end":363.16998,"sentiment":"neutral","sentiment_score":-0.03971504420042038},{"text":"And on your portal as well or on your account, it can be seen that the line up prices is subject or prices might vary depending on Linham networks.","start":364.03,"end":374.315,"sentiment":"neutral","sentiment_score":-0.0556374526229398},{"text":"That's why your...","start":374.315,"end":376.49503,"sentiment":"neutral","sentiment_score":-0.06808046748240788},{"text":"Then Mhmm.","start":377.035,"end":397.33,"sentiment":"neutral","sentiment_score":-0.1537332907319069}],"sentiment":"neutral","sentiment_score":-0.05760143558646357,"num_words":43,"start":358.91,"end":397.33},{"sentences":[{"text":"We we don't wanna...","start":403.325,"end":404.445,"sentiment":"neutral","sentiment_score":-0.29806341230869293},{"text":"I mean, we're not changing the prices instantly or constantly, Melanie.","start":404.445,"end":410.225,"sentiment":"neutral","sentiment_score":-0.27157156711274927},{"text":"It just so happened that the network also...","start":410.605,"end":414.03,"sentiment":"neutral","sentiment_score":-0.09689518995583057},{"text":"Or the network directly has some changes on their 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mean...","start":426.29498,"end":431.835,"sentiment":"neutral","sentiment_score":-0.0034647290594875813}],"sentiment":"neutral","sentiment_score":-0.02269305769974987,"num_words":18,"start":418.49002,"end":431.835},{"sentences":[{"text":"So after your three month, if I am to extend your 15% discount, it'll go back and...","start":435.175,"end":442.44,"sentiment":"neutral","sentiment_score":0.02040414736770532},{"text":"Let me just check here.","start":442.74002,"end":444.2,"sentiment":"neutral","sentiment_score":0.0018868678249418735},{"text":"So that will be...","start":446.26,"end":447.88,"sentiment":"neutral","sentiment_score":0.005868852487765253},{"text":"Hold on.","start":449.22,"end":449.78,"sentiment":"neutral","sentiment_score":-0.006060345331206918},{"text":"It's all loading.","start":449.78,"end":450.92,"sentiment":"neutral","sentiment_score":-0.00034180842339992523}],"sentiment":"neutral","sentiment_score":0.01182690769013378,"num_words":31,"start":435.175,"end":450.92},{"sentences":[{"text":"Paykel.","start":451.7,"end":452.66,"sentiment":"neutral","sentiment_score":-0.0012223829980939629},{"text":"A u.","start":452.66,"end":453.40002,"sentiment":"neutral","sentiment_score":0.004864715039730072},{"text":"One moment, please.","start":461.675,"end":462.895,"sentiment":"neutral","sentiment_score":0.007254038471728563},{"text":"It's $19 for 25 NBTS, Melanie.","start":476.57,"end":481.55002,"sentiment":"neutral","sentiment_score":0.005874925448248784},{"text":"If we are to take off this yeah.","start":481.85,"end":484.335,"sentiment":"neutral","sentiment_score":-0.015941175050102174}],"sentiment":"neutral","sentiment_score":-0.003100534260738641,"num_words":20,"start":451.7,"end":484.335},{"sentences":[{"text":"For 20.","start":484.875,"end":485.615,"sentiment":"neutral","sentiment_score":-0.061399511992931366},{"text":"Yes.","start":520.065,"end":520.565,"sentiment":"neutral","sentiment_score":-0.08741170167922974},{"text":"Mhmm.","start":536.37,"end":536.87,"sentiment":"neutral","sentiment_score":-0.002384557388722897},{"text":"I hear you, and I really understand where you're coming from.","start":537.09,"end":540.79,"sentiment":"neutral","sentiment_score":-0.005631371655247428},{"text":"Just give me one sec.","start":543.89496,"end":545.115,"sentiment":"neutral","sentiment_score":-0.000800839439034462}],"sentiment":"neutral","sentiment_score":-0.01392722842283547,"num_words":20,"start":484.875,"end":545.115},{"sentences":[{"text":"The...","start":553.175,"end":553.675,"sentiment":"neutral","sentiment_score":-0.014068925753235815},{"text":"Well, Melanie, yes.","start":553.815,"end":555.27,"sentiment":"neutral","sentiment_score":0.028604715131223202},{"text":"That's what you're currently signed up for previously.","start":556.07,"end":559.05005,"sentiment":"neutral","sentiment_score":0.04249869170598686},{"text":"However, on your contract, it also...","start":559.67004,"end":562.81,"sentiment":"neutral","sentiment_score":-0.01039825084929665},{"text":"On your account as well as...","start":563.27,"end":565.21,"sentiment":"neutral","sentiment_score":-0.011064808039615551}],"sentiment":"neutral","sentiment_score":0.011789849998118976,"num_words":24,"start":553.175,"end":565.21},{"sentences":[{"text":"This showing that prices might vary depending on the Linham network.","start":565.59,"end":568.71,"sentiment":"neutral","sentiment_score":-0.11405819451267069},{"text":"It's actually the Linham network who made the changes.","start":568.71,"end":572.555,"sentiment":"neutral","sentiment_score":-0.07539116342862447},{"text":"It's a major changes in the telecommunication industry.","start":572.555,"end":576.335,"sentiment":"neutral","sentiment_score":-0.11075127217918634},{"text":"So as one of the ISP, we also would like to, of course, to follow since they're making changes as well on their networks.","start":576.875,"end":585.455,"sentiment":"neutral","sentiment_score":0.00452437459413583},{"text":"So everyone here is affected, and please trust me as a customer myself, I'll I'll feel this...","start":586.32,"end":596.08,"sentiment":"neutral","sentiment_score":-0.05433625289622475}],"sentiment":"neutral","sentiment_score":-0.05267104488271086,"num_words":69,"start":565.59,"end":596.08},{"sentences":[{"text":"I'll feel the same way.","start":596.08,"end":597.54004,"sentiment":"neutral","sentiment_score":0.053069640696048734},{"text":"It's just so happened that price changes, and you...","start":597.76,"end":602.215,"sentiment":"neutral","sentiment_score":-0.053104229271411896},{"text":"We have to follow it too.","start":602.215,"end":604.055,"sentiment":"neutral","sentiment_score":0.11498547593752544},{"text":"But rest assured that our goal is to make sure, to provide you with the reliable service and the support that you need.","start":604.055,"end":611.995,"sentiment":"positive","sentiment_score":0.4749565241129502},{"text":"That's why as an exemption, I, are for consideration, I am proactively offering a 15% discount additional or an extension to your current plan.","start":612.135,"end":624.85,"sentiment":"neutral","sentiment_score":0.30440551104644936}],"sentiment":"neutral","sentiment_score":0.27920978082649744,"num_words":67,"start":596.08,"end":624.85},{"sentences":[{"text":"Mhmm.","start":642.77496,"end":643.27496,"sentiment":"neutral","sentiment_score":-0.02550816349685192},{"text":"So for the...","start":643.89496,"end":644.855,"sentiment":"neutral","sentiment_score":-0.02088260091841221},{"text":"And let me just go ahead and check this.","start":644.855,"end":646.615,"sentiment":"neutral","sentiment_score":-0.012255909749203257},{"text":"Hold on.","start":646.615,"end":647.435,"sentiment":"neutral","sentiment_score":-0.04339103400707245},{"text":"So that's so that's going to be $76.50.","start":647.82,"end":662.48,"sentiment":"neutral","sentiment_score":0.010482692276127636}],"sentiment":"neutral","sentiment_score":-0.008755638426088768,"num_words":23,"start":642.77496,"end":662.48},{"sentences":[{"text":"So that's 15% discount of 90%, Melanie.","start":662.565,"end":666.34503,"sentiment":"neutral","sentiment_score":0.1303735226392746},{"text":"If you want Yes.","start":666.645,"end":685.05,"sentiment":"neutral","sentiment_score":-0.06482130568474531},{"text":"Really understand if you'd like to be canceling your contract with us.","start":685.05,"end":690.885,"sentiment":"neutral","sentiment_score":-0.15777218403915563},{"text":"However, canceling your contract early or having early termination...","start":690.885,"end":696.985,"sentiment":"neutral","sentiment_score":-0.26633594930171967},{"text":"Cancellation of your account will have you pay for an extra, which is the early termination fee given that you're currently in our twenty four months contract.","start":697.605,"end":706.93,"sentiment":"negative","sentiment_score":-0.4009453185178615}],"sentiment":"neutral","sentiment_score":-0.24512684604121468,"num_words":59,"start":662.565,"end":706.93},{"sentences":[{"text":"That's why as much as possible, I am giving you the best offer right now, Melanie.","start":706.93,"end":711.99,"sentiment":"neutral","sentiment_score":0.08789777220226824},{"text":"I can also offer Melanie, we don't...","start":712.21,"end":732.925,"sentiment":"negative","sentiment_score":-0.3668444497244699},{"text":"Yeah.","start":733.77,"end":734.01,"sentiment":"neutral","sentiment_score":-0.13644611835479736},{"text":"I'm sorry.","start":734.01,"end":734.5,"sentiment":"neutral","sentiment_score":-0.18917158246040344},{"text":"But...","start":734.5,"end":735.0,"sentiment":"neutral","sentiment_score":-0.1950923502445221}],"sentiment":"neutral","sentiment_score":-0.06931216393907864,"num_words":27,"start":706.93,"end":735.0},{"sentences":[{"text":"Mhmm.","start":746.325,"end":746.825,"sentiment":"neutral","sentiment_score":-0.09759707748889924},{"text":"The previous amount...","start":754.005,"end":755.705,"sentiment":"neutral","sentiment_score":-0.1407192498445511},{"text":"I mean, to correct Melanie, we're seeing...","start":755.765,"end":760.005,"sentiment":"neutral","sentiment_score":-0.11502205154725484},{"text":"I'm seeing here right now that on your account, you're under with twenty four month contract.","start":760.005,"end":764.08997,"sentiment":"neutral","sentiment_score":-0.1243428778834641},{"text":"And to also correct, we don't change price constantly.","start":764.08997,"end":768.75,"sentiment":"neutral","sentiment_score":-0.1681763513220681}],"sentiment":"neutral","sentiment_score":-0.13411062210798264,"num_words":36,"start":746.325,"end":768.75},{"sentences":[{"text":"It just so happened that when you signed up with us, you still get a chance to get the get the...","start":769.21,"end":776.675,"sentiment":"neutral","sentiment_score":-0.09898912126109713},{"text":"Or previous prices, which is in the lower price.","start":776.815,"end":779.295,"sentiment":"neutral","sentiment_score":-0.11581674052609338},{"text":"However, since there was an...","start":779.295,"end":783.235,"sentiment":"neutral","sentiment_score":-0.14003700613975525},{"text":"Or changes in the price, which is just started this month.","start":784.495,"end":790.28,"sentiment":"neutral","sentiment_score":-0.16109969331459564},{"text":"So this is actually the first time that Airtel or some ISP or Internet or telecommunication changes their prices as there was a major changes as well with the network.","start":790.28,"end":804.475,"sentiment":"neutral","sentiment_score":0.051697184502457576}],"sentiment":"neutral","sentiment_score":-0.05319063596451949,"num_words":76,"start":769.21,"end":804.475},{"sentences":[{"text":"Mhmm.","start":809.895,"end":810.395,"sentiment":"neutral","sentiment_score":-0.007425989955663681},{"text":"Mhmm.","start":817.28,"end":817.76,"sentiment":"neutral","sentiment_score":0.007257993333041668},{"text":"Melanie...","start":817.76,"end":818.26,"sentiment":"neutral","sentiment_score":0.022733822464942932},{"text":"Yeah.","start":820.16003,"end":820.56006,"sentiment":"neutral","sentiment_score":0.17716369032859802},{"text":"So as I mentioned earlier, I'll be offering you 15% discount from the new price, which is the 90%.","start":820.56006,"end":828.58,"sentiment":"neutral","sentiment_score":0.2380354800506642}],"sentiment":"neutral","sentiment_score":0.2053218972666756,"num_words":23,"start":809.895,"end":828.58},{"sentences":[{"text":"With your current invoice for October, as an exception, I could still go ahead and go back your price for $59.46.","start":828.89496,"end":841.95496,"sentiment":"neutral","sentiment_score":0.07141024761256717},{"text":"And then right after this month, month of of of November, you'll get to still have the 15% discount.","start":842.47003,"end":850.63,"sentiment":"neutral","sentiment_score":0.07992432207653397},{"text":"However, by the month of November, we'll be following off the new price on the website, which is the 94¢, which will start your $76.49, discounted from $90.","start":850.63,"end":863.26495,"sentiment":"neutral","sentiment_score":0.06833532700936},{"text":"I'm sorry?","start":868.20496,"end":868.865,"sentiment":"neutral","sentiment_score":-0.21281319856643677},{"text":"Yes.","start":872.20496,"end":872.64,"sentiment":"neutral","sentiment_score":-0.02674391306936741}],"sentiment":"neutral","sentiment_score":0.06301229769097907,"num_words":71,"start":828.89496,"end":872.64},{"sentences":[{"text":"And this month of October, I'll make an exemption on your account only.","start":872.88,"end":878.88,"sentiment":"neutral","sentiment_score":-0.05341135567197433},{"text":"I'm not...","start":878.88,"end":879.78,"sentiment":"neutral","sentiment_score":-0.19409847259521484},{"text":"Trust me, I don't really offer this and pro...","start":880.0,"end":883.38,"sentiment":"negative","sentiment_score":-0.38927414019902545},{"text":"Give this to some customer.","start":883.44,"end":885.94,"sentiment":"neutral","sentiment_score":-0.1701689690351486},{"text":"It just so happened that I know you at...","start":886.205,"end":889.245,"sentiment":"neutral","sentiment_score":-0.0747989093263944}],"sentiment":"neutral","sentiment_score":-0.16079070683764785,"num_words":38,"start":872.88,"end":889.245},{"sentences":[{"text":"What...","start":889.245,"end":889.485,"sentiment":"neutral","sentiment_score":-0.11081986129283904},{"text":"I mean, the moment that you come with us.","start":889.485,"end":891.825,"sentiment":"neutral","sentiment_score":-0.06313344670666589},{"text":"That's why I'm offering you this...","start":891.965,"end":894.145,"sentiment":"neutral","sentiment_score":-0.052215417847037315},{"text":"I mean, new...","start":895.885,"end":896.605,"sentiment":"neutral","sentiment_score":-0.039520387848218284},{"text":"I mean, from preview...","start":896.605,"end":897.725,"sentiment":"neutral","sentiment_score":-0.05057346262037754}],"sentiment":"neutral","sentiment_score":-0.057094278380922646,"num_words":23,"start":889.245,"end":897.725},{"sentences":[{"text":"Your your previous plan.","start":897.725,"end":899.1,"sentiment":"neutral","sentiment_score":-0.07284398749470711},{"text":"So right now, if you want me to proceed by that, just let me know so that I can modify your invoice, right now so that you can make a payment anytime before your due date.","start":899.25995,"end":910.88,"sentiment":"neutral","sentiment_score":0.015762751663310662},{"text":"Okay.","start":927.61,"end":927.93,"sentiment":"neutral","sentiment_score":0.015790477395057678},{"text":"Just give me one moment.","start":927.93,"end":929.07,"sentiment":"neutral","sentiment_score":0.009861550107598305},{"text":"So your...","start":929.37,"end":930.19,"sentiment":"neutral","sentiment_score":0.002295156940817833}],"sentiment":"neutral","sentiment_score":0.007203576077396671,"num_words":48,"start":897.725,"end":930.19},{"sentences":[{"text":"The plan that you recently signed up for for the previous price was $69.95.","start":930.97,"end":940.08997,"sentiment":"neutral","sentiment_score":-0.01410647774381297},{"text":"So what what...","start":940.08997,"end":941.985,"sentiment":"neutral","sentiment_score":-0.0180789257089297},{"text":"Yeah.","start":942.045,"end":942.545,"sentiment":"neutral","sentiment_score":-0.012292634695768356},{"text":"So...","start":942.685,"end":943.185,"sentiment":"neutral","sentiment_score":-0.008611828088760376},{"text":"Uh-huh.","start":943.56494,"end":944.06494,"sentiment":"neutral","sentiment_score":-0.0219406858086586}],"sentiment":"neutral","sentiment_score":-0.0147286307066679,"num_words":20,"start":930.97,"end":944.06494},{"sentences":[{"text":"So what you paid for the last two months has a 15% discount that only...","start":944.125,"end":950.545,"sentiment":"neutral","sentiment_score":-0.0147012776384751},{"text":"Which has a total of $59.46.","start":950.925,"end":954.14496,"sentiment":"neutral","sentiment_score":-0.014048260170966387},{"text":"Right?","start":954.52496,"end":955.02496,"sentiment":"neutral","sentiment_score":0.06935277581214905},{"text":"So for this month of October, instead of paying $76.49, which is the 15% discount from our new standard price, $90, as an exception, I'll go ahead and modify it and reflect the same price from your previous plan, which is the $59.46, which is the discounted price for the $69.95.","start":955.92,"end":982.80505,"sentiment":"neutral","sentiment_score":0.028937100670209118},{"text":"But setting your expectation after this month, which is starting from November November December, the 15% discount will be this...","start":982.80505,"end":999.945,"sentiment":"neutral","sentiment_score":-0.003452610224485398}],"sentiment":"neutral","sentiment_score":0.012594451396776143,"num_words":93,"start":944.125,"end":999.945},{"sentences":[{"text":"I mean, will be will be...","start":999.945,"end":1002.525,"sentiment":"neutral","sentiment_score":-0.006542664021253586},{"text":"I mean, we're gonna use the new standard plan, which is the $90.","start":1003.625,"end":1007.245,"sentiment":"neutral","sentiment_score":0.013944658164221507},{"text":"So that's $76.49 a week.","start":1007.465,"end":1011.6,"sentiment":"neutral","sentiment_score":0.07569301873445511},{"text":"Is that okay now with you, Melanie?","start":1013.75995,"end":1015.68,"sentiment":"neutral","sentiment_score":0.19248905990804946},{"text":"You know what?","start":1015.68,"end":1016.16,"sentiment":"neutral","sentiment_score":0.042766684045394264}],"sentiment":"neutral","sentiment_score":0.0587121510932989,"num_words":34,"start":999.945,"end":1016.16},{"sentences":[{"text":"I am...","start":1016.16,"end":1016.89996,"sentiment":"neutral","sentiment_score":0.06205970048904419},{"text":"I'll make sure to give you the best offer today.","start":1017.44,"end":1020.1,"sentiment":"neutral","sentiment_score":0.26629693657159803},{"text":"At the month of November, your bill of $76.49 will start.","start":1031.0651,"end":1036.265,"sentiment":"neutral","sentiment_score":-0.01971012082966891},{"text":"And then after your discounted price...","start":1036.265,"end":1038.025,"sentiment":"neutral","sentiment_score":-0.012172763080646595},{"text":"Let me just check here until when is your discounted price for 15%.","start":1038.025,"end":1042.0599,"sentiment":"neutral","sentiment_score":-0.02005358785390854}],"sentiment":"neutral","sentiment_score":0.053251052785310005,"num_words":42,"start":1016.16,"end":1042.0599},{"sentences":[{"text":"Oh, yeah.","start":1042.6799,"end":1043.58,"sentiment":"neutral","sentiment_score":0.020773781463503838},{"text":"Actually, today...","start":1043.96,"end":1044.76,"sentiment":"neutral","sentiment_score":0.007708916440606117},{"text":"I mean, October is your end of discount, so I'll go ahead and extend it for at two months into...","start":1044.76,"end":1055.4349,"sentiment":"neutral","sentiment_score":-0.00638446407392621},{"text":"You will be modifying your invoice for October.","start":1057.335,"end":1061.515,"sentiment":"neutral","sentiment_score":-0.053671180503442883},{"text":"So you...","start":1061.6549,"end":1062.475,"sentiment":"neutral","sentiment_score":-0.01332207303494215}],"sentiment":"neutral","sentiment_score":-0.015492278699050932,"num_words":34,"start":1042.6799,"end":1062.475},{"sentences":[{"text":"At the start of November and December, you...","start":1062.695,"end":1067.22,"sentiment":"neutral","sentiment_score":-0.0041043778182938695},{"text":"Yeah.","start":1068.64,"end":1069.14,"sentiment":"neutral","sentiment_score":0.009377272799611092},{"text":"Yeah.","start":1072.5599,"end":1073.0599,"sentiment":"neutral","sentiment_score":0.018031295388936996},{"text":"It's $76 and 49¢.","start":1076.72,"end":1081.005,"sentiment":"neutral","sentiment_score":0.015935967365900677},{"text":"90 dollars.","start":1085.5651,"end":1086.785,"sentiment":"neutral","sentiment_score":0.025334791280329227}],"sentiment":"neutral","sentiment_score":0.006203402020037174,"num_words":16,"start":1062.695,"end":1086.785},{"sentences":[{"text":"Yes.","start":1086.845,"end":1087.345,"sentiment":"neutral","sentiment_score":0.04604259133338928},{"text":"Melanie.","start":1088.445,"end":1088.945,"sentiment":"neutral","sentiment_score":0.04435522109270096},{"text":"Well, trust me...","start":1089.165,"end":1089.965,"sentiment":"neutral","sentiment_score":0.026469621807336807},{"text":"I mean, yeah.","start":1089.965,"end":1106.2999,"sentiment":"neutral","sentiment_score":-0.0310301190863053},{"text":"I I I mhmm.","start":1106.2999,"end":1108.1749,"sentiment":"neutral","sentiment_score":-0.042649656534194946}],"sentiment":"neutral","sentiment_score":-0.007823525462299585,"num_words":12,"start":1086.845,"end":1108.1749},{"sentences":[{"text":"Yeah.","start":1109.4349,"end":1109.755,"sentiment":"neutral","sentiment_score":-0.020056871697306633},{"text":"I really understand where you're coming from.","start":1109.755,"end":1111.9349,"sentiment":"neutral","sentiment_score":-0.03094049702797617},{"text":"When I saw this myself, I know that this price is going to be...","start":1111.995,"end":1116.8949,"sentiment":"neutral","sentiment_score":-0.04884924792817661},{"text":"You know, we we...","start":1117.0349,"end":1118.815,"sentiment":"neutral","sentiment_score":-0.0309949005022645},{"text":"I'm sure that I'm also sure that we will receive such inquiry about their prices, but the adjustment was made for...","start":1118.875,"end":1127.76,"sentiment":"neutral","sentiment_score":-0.03833334502719697}],"sentiment":"neutral","sentiment_score":-0.039351269563144824,"num_words":47,"start":1109.4349,"end":1127.76},{"sentences":[{"text":"You know, because the increased network costs.","start":1127.8201,"end":1130.9601,"sentiment":"neutral","sentiment_score":-0.0947433172592095},{"text":"Yeah.","start":1133.1,"end":1133.42,"sentiment":"neutral","sentiment_score":0.0534711517393589},{"text":"So that's why.","start":1133.42,"end":1134.4,"sentiment":"neutral","sentiment_score":0.0637383833527565},{"text":"Mhmm.","start":1138.945,"end":1139.445,"sentiment":"neutral","sentiment_score":0.01825469546020031},{"text":"Okay.","start":1142.945,"end":1143.345,"sentiment":"neutral","sentiment_score":0.07900714874267578}],"sentiment":"neutral","sentiment_score":-0.02471192883184323,"num_words":13,"start":1127.8201,"end":1143.345},{"sentences":[{"text":"Sure.","start":1143.345,"end":1143.585,"sentiment":"neutral","sentiment_score":0.10013817250728609},{"text":"No worries.","start":1143.585,"end":1143.985,"sentiment":"neutral","sentiment_score":0.10815968364477158},{"text":"Let me just modify your invoice at...","start":1143.985,"end":1147.585,"sentiment":"neutral","sentiment_score":0.07489416003227234},{"text":"Just one manage.","start":1147.585,"end":1154.22,"sentiment":"neutral","sentiment_score":0.045326044162114464},{"text":"Well, I I can...","start":1154.22,"end":1155.76,"sentiment":"neutral","sentiment_score":0.03114281641319394}],"sentiment":"neutral","sentiment_score":0.06478035636246204,"num_words":17,"start":1143.345,"end":1155.76},{"sentences":[{"text":"If I could still cater it for you, I can try to communicate with and still ask for another exemption.","start":1155.82,"end":1162.88,"sentiment":"neutral","sentiment_score":0.037297506257891654},{"text":"But, of course, I can...","start":1163.445,"end":1164.725,"sentiment":"neutral","sentiment_score":-0.0013250216841697692},{"text":"I I couldn't...","start":1164.725,"end":1166.005,"sentiment":"neutral","sentiment_score":-0.11082236965497334},{"text":"I I couldn't promise, but at least I'll try.","start":1166.005,"end":1169.3049,"sentiment":"neutral","sentiment_score":-0.07737021137856775},{"text":"I I will 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December.","start":1192.555,"end":1198.815,"sentiment":"neutral","sentiment_score":0.09672029555908271},{"text":"My name is Mary.","start":1203.69,"end":1204.83,"sentiment":"neutral","sentiment_score":0.006902678404003382}],"sentiment":"neutral","sentiment_score":0.08201501211496415,"num_words":54,"start":1181.75,"end":1204.83},{"sentences":[{"text":"If you can still remember my name.","start":1205.0499,"end":1206.9099,"sentiment":"neutral","sentiment_score":0.0035553784774882452},{"text":"Mhmm.","start":1218.895,"end":1219.395,"sentiment":"neutral","sentiment_score":-0.06748999655246735},{"text":"Mhmm.","start":1222.0951,"end":1222.5951,"sentiment":"neutral","sentiment_score":-0.05669243633747101},{"text":"Uh-huh.","start":1234.99,"end":1235.23,"sentiment":"neutral","sentiment_score":-0.0682089626789093},{"text":"No.","start":1235.23,"end":1235.5499,"sentiment":"neutral","sentiment_score":-0.09659743309020996}],"sentiment":"neutral","sentiment_score":-0.024009198119694538,"num_words":11,"start":1205.0499,"end":1235.5499},{"sentences":[{"text":"No.","start":1235.5499,"end":1235.71,"sentiment":"neutral","sentiment_score":-0.06192691624164581},{"text":"No.","start":1235.71,"end":1235.7899,"sentiment":"neutral","sentiment_score":-0.0449397936463356},{"text":"No 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way.","start":1247.125,"end":1249.545,"sentiment":"neutral","sentiment_score":0.03297129977080557},{"text":"Yeah.","start":1259.34,"end":1259.84,"sentiment":"neutral","sentiment_score":0.0875043123960495}],"sentiment":"neutral","sentiment_score":0.04658689022202183,"num_words":27,"start":1241.5499,"end":1259.84},{"sentences":[{"text":"Yeah.","start":1262.54,"end":1263.04,"sentiment":"neutral","sentiment_score":0.0668499618768692},{"text":"Thanks, Hassan, Melanie.","start":1263.1,"end":1264.38,"sentiment":"positive","sentiment_score":0.6576841473579407},{"text":"That's fine.","start":1264.38,"end":1265.12,"sentiment":"positive","sentiment_score":0.43334928154945374},{"text":"Thank you so much again for your patience and time and understanding, Melanie.","start":1265.1799,"end":1268.86,"sentiment":"positive","sentiment_score":0.6148225435843835},{"text":"Have a great rest of your day.","start":1268.86,"end":1269.98,"sentiment":"positive","sentiment_score":0.7474652869360787}],"sentiment":"positive","sentiment_score":0.6204442708538129,"num_words":26,"start":1262.54,"end":1269.98},{"sentences":[{"text":"Goodbye for now.","start":1269.98,"end":1271.04,"sentiment":"neutral","sentiment_score":0.30274760723114014},{"text":"Bye bye.","start":1272.7,"end":1273.365,"sentiment":"neutral","sentiment_score":0.023571915924549103}],"sentiment":"neutral","sentiment_score":0.19107733070850372,"num_words":5,"start":1269.98,"end":1273.365}]}}]},{"alternatives":[{"transcript":"Thank you. Melanie? I'm good. Thanks. Yeah. I'm just... Yeah. I sort of thought... How much is is is my payment supposed to be a month? Is it supposed to be 60 or 70 or 50? I'm actually not sure. But I'm just wondering why my payment is 2 something dollars at the... Yeah. Yes. Yeah. That's what I thought. So why why am I getting charged $66 then? I'm not sure why... I I thought it was a a 40 or 50 at the moment until it goes back to... Yeah. Yes. Yeah. That's... That'd be great. Alright. So so if if it's if it's 15% for the next two months, so how how much would it... Should it be then, the bill? 70 $76. I I did... I didn't go on the plans for $76 a month. So I didn't no. No. No. No. That's not what I was told. When I signed up, it was... I... It was either... I I I thought it was actually $60 a month. So I I wouldn't have signed up for $90 a month. No. No. And I know other people that... Yeah. Okay. Okay. Yes. Well, but I I I I've only been with you guys a couple of months, and it's already gone from 60 to 90. Yeah. Why is that? Like, I I thought I was on the plan for 70... 60 or $70 a month for for the next twelve months. I didn't know it was gonna increase. I thought it was just a set amount, but that's what I signed up for. No. They said... When I signed up for this contract for twelve months, I was told it was either 60 or 70 a month for twelve months. That's what I was told. I wasn't told about any increases. No. They don't... Yeah. I'm I'm... That's why I'm a bit confused why the prices keep going. You keep changing the prices on me, and that's why I'm I'm querying it because... Yeah. I'm sure who I... Whoever I signed up with, the lady that I spoke to, I'm sure it was $70 a a a month. Well, the most it was. That's not what I signed... That's not that's not what I signed up for. I signed up for a fixed price. If I if I did twelve months, she said to me she would give it to me on 60 or $70 a month for for twelve months. If I signed up for less time, it was more... It was... Then it was, like, $80.90 or something. But she said for twelve months, I sign up on 60 or $70 a month. Like I said, you keep changing the prices on me. So what what... So what so what is it... So can you just tell me exactly how much it is for me a month? Like, with with... When it's... The 15% finishes. 90 dollars? No. Did you just say $90? No. That's not what I signed up for. I'm sorry. I'm just not... I'm just... This is half the reason why I I cracked it at the very beginning, and I didn't wanna sign up because you... Like, I I agreed to something, and then you just kept changing the prices on me. And and you're doing it again. And I'm giving you my card details. That's not what I signed up for $90 a month. I know I I know somebody that lives next door to me. Yes. It's a $50... 40 or $50 a month. It's the same as what I've got, but through a different company. So I... I'm not... There's no way known. I I I just know I wouldn't have signed up for $90 a month. It's ridiculous. Think I'm sure it was 60 or 70 what I I signed up for on a twelve month contract. And then she said if I went to twenty four months, it was gonna be cheaper again. So that's why I'm querying this. I think I've got it even on an email as the amount that it's supposed to be monthly. So if I if I could find my email and show you that that's what I what I signed up for, I... I'm sure I've got an email with the contract. Yeah. Yeah. Okay. But if if my payment is $66 and you and you take 15% off, so that's not that's not $80.90 dollars. Like, that's not... That's $75 but not at the price of 90. So then if you're gonna take 15% off 66, what... How much is that then for the couple of next several months? But but Steve, hang on a minute. Hang on. This doesn't make sense because you just sent me a bill two days ago for $66. And I'm questioning that, thinking that that's too high. And now you're telling me $77. I I don't wanna I wanna cancel my contract. This is ridiculous. I'm I'm not I'm not I'm not in the twenty four months contract. I'm in the twelve months contract as far as I know. You keep telling me different things. This is what I don't like. I mean, I I I don't understand why you keep changing the prices on me. So even at $75, that's ridiculous. I haven't paid one I haven't paid one bill that's been $70. I haven't paid one bill that that that amount. And you're telling me that's the amount which is 10% off. My bill's $66. And take 15% off $66 is not $75. Okay. So the bill that the... Okay. So the bill I just received two days ago for $66, is that gonna stay the same, or do I need to pay... Is it... Is it gonna be a bit cheaper for me? So it needs to be 15% off, or what's what's happening then? Because I received it. I'm reading it. Okay. Alright. And that will start in November. Is that what you said? No. What was that? Did you just say that'll be from November? Okay. Okay. Yeah. Alright. Yeah. I'm I'm just still confused about what you... What you're saying. So my bill's $66 at the moment, but then after... And it's gonna be... Is that... It's gonna be back till November, and then November is gonna go 76. Is that what you're saying? $69. Yeah. I thought it was... Okay. Yeah. Yeah. Righto. Yeah. Yeah. Okay. Yeah. Okay. Okay. Alright. Yeah. Yeah. Yeah. Yeah. Alright. So $76 a month, it'll be after November. Is that what you mean? Is that what you're saying? But but at the moment, it's... Yeah. So then... Yes. Okay. So it's... To the end of the year, you'll you'll discount it for me, the 15%, which will be which will be 66 or 76. Okay. Okay. Alright. Okay. And then next year, it'll go up back to the normal price. Is that what you said? That's that's because that's an extra $20 amount. Like, there's a lot... There's a... It's a big increase when it's $70... $69, and then then it's gone up to $90. Like, that's $20. Yeah. Okay. Alright. Okay. I'll I'll I'll I'll let you do, yeah, that bit for me, and then I'll I'll see... Yeah. I'll look at the invoice now properly, and I can see. I'll I'll I'll just ring up next... I'll just ring up again next year and query it again. Yeah? Alright. Okay. Thank you. That's okay. Alright. Thank you very much. Okay. Alright. Yeah. Okay. Mhmm. Okay. And what's your name again? Mary. I... Oh, I've I've phoned to a few people, and and I just... I get a bit confused. I'm just trying to be a bit more calm because I know for a while, I first signed out, I was a bit I was a bit annoyed because I've been homeless for three months, and I was just a bit... I just moved into my place. And I I was I was just really just tired, and I was just struggling with a lot because I I I just moved out of living out of my car. So I was just a bit stressed out, but... Yeah. I apologize if I spoke to you. Anybody else... Yeah. Yeah. Thanks a lot. Alright. Okay. Yeah. Yeah. Yeah. Okay. Yeah. Yeah. Yeah. No. I know it's sad, but a few times I've got a bit I got a bit angry, and I just hang up. I think of it. I'll I'll make it. Yeah. I've I've settled I've settled a bit better now. I just, yeah, I just spent the time, like I said, because I was home. I was not stressed out. So... But I'm okay now. Alright. Okay. Okay. Thanks for returning my call. Okay. Okay. You too. Thank you. 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you. Melanie? I'm good. Thanks. Yeah.\n\nI'm just... Yeah. I sort of thought... How much is is is my payment supposed to be a month? Is it supposed to be 60 or 70 or 50?\n\nI'm actually not sure. But I'm just wondering why my payment is 2 something dollars at the... Yeah. Yes. Yeah.\n\nThat's what I thought. So why why am I getting charged $66 then? I'm not sure why... I I thought it was a a 40 or 50 at the moment until it goes back to... Yeah.\n\nYes. Yeah. That's... That'd be great. Alright.\n\nSo so if if it's if it's 15% for the next two months, so how how much would it... Should it be then, the bill? 70 $76. I I did... I didn't go on the plans for $76 a month.\n\nSo I didn't no. No. No. No. That's not what I was told.\n\nWhen I signed up, it was... I... It was either... I I I thought it was actually $60 a month. So I I wouldn't have signed up for $90 a month.\n\nNo. No. And I know other people that... Yeah. Okay.\n\nOkay. Yes. Well, but I I I I've only been with you guys a couple of months, and it's already gone from 60 to 90. Yeah. Why is that?\n\nLike, I I thought I was on the plan for 70... 60 or $70 a month for for the next twelve months. I didn't know it was gonna increase. I thought it was just a set amount, but that's what I signed up for. No.\n\nThey said... When I signed up for this contract for twelve months, I was told it was either 60 or 70 a month for twelve months. That's what I was told. I wasn't told about any increases. No.\n\nThey don't... Yeah. I'm I'm... That's why I'm a bit confused why the prices keep going. You keep changing the prices on me, and that's why I'm I'm querying it because...\n\nYeah. I'm sure who I... Whoever I signed up with, the lady that I spoke to, I'm sure it was $70 a a a month. Well, the most it was. That's not what I signed...\n\nThat's not that's not what I signed up for. I signed up for a fixed price. If I if I did twelve months, she said to me she would give it to me on 60 or $70 a month for for twelve months. If I signed up for less time, it was more... It was...\n\nThen it was, like, $80.90 or something. But she said for twelve months, I sign up on 60 or $70 a month. Like I said, you keep changing the prices on me. So what what... So what so what is it...\n\nSo can you just tell me exactly how much it is for me a month? Like, with with... When it's... The 15% finishes. 90 dollars?\n\nNo. Did you just say $90? No. That's not what I signed up for. I'm sorry.\n\nI'm just not... I'm just... This is half the reason why I I cracked it at the very beginning, and I didn't wanna sign up because you... Like, I I agreed to something, and then you just kept changing the prices on me. And and you're doing it again.\n\nAnd I'm giving you my card details. That's not what I signed up for $90 a month. I know I I know somebody that lives next door to me. Yes. It's a $50...\n\n40 or $50 a month. It's the same as what I've got, but through a different company. So I... I'm not... There's no way known.\n\nI I I just know I wouldn't have signed up for $90 a month. It's ridiculous. Think I'm sure it was 60 or 70 what I I signed up for on a twelve month contract. And then she said if I went to twenty four months, it was gonna be cheaper again. So that's why I'm querying this.\n\nI think I've got it even on an email as the amount that it's supposed to be monthly. So if I if I could find my email and show you that that's what I what I signed up for, I... I'm sure I've got an email with the contract. Yeah. Yeah.\n\nOkay. But if if my payment is $66 and you and you take 15% off, so that's not that's not $80.90 dollars. Like, that's not... That's $75 but not at the price of 90. So then if you're gonna take 15% off 66, what...\n\nHow much is that then for the couple of next several months? But but Steve, hang on a minute. Hang on. This doesn't make sense because you just sent me a bill two days ago for $66. And I'm questioning that, thinking that that's too high.\n\nAnd now you're telling me $77. I I don't wanna I wanna cancel my contract. This is ridiculous. I'm I'm not I'm not I'm not in the twenty four months contract. I'm in the twelve months contract as far as I know.\n\nYou keep telling me different things. This is what I don't like. I mean, I I I don't understand why you keep changing the prices on me. So even at $75, that's ridiculous. I haven't paid one I haven't paid one bill that's been $70.\n\nI haven't paid one bill that that that amount. And you're telling me that's the amount which is 10% off. My bill's $66. And take 15% off $66 is not $75. Okay.\n\nSo the bill that the... Okay. So the bill I just received two days ago for $66, is that gonna stay the same, or do I need to pay... Is it... Is it gonna be a bit cheaper for me?\n\nSo it needs to be 15% off, or what's what's happening then? Because I received it. I'm reading it. Okay. Alright.\n\nAnd that will start in November. Is that what you said? No. What was that? Did you just say that'll be from November?\n\nOkay. Okay. Yeah. Alright. Yeah.\n\nI'm I'm just still confused about what you... What you're saying. So my bill's $66 at the moment, but then after... And it's gonna be... Is that...\n\nIt's gonna be back till November, and then November is gonna go 76. Is that what you're saying? $69. Yeah. I thought it was...\n\nOkay. Yeah. Yeah. Righto. Yeah.\n\nYeah. Okay. Yeah. Okay. Okay.\n\nAlright. Yeah. Yeah. Yeah. Yeah.\n\nAlright. So $76 a month, it'll be after November. Is that what you mean? Is that what you're saying? But but at the moment, it's...\n\nYeah. So then... Yes. Okay. So it's...\n\nTo the end of the year, you'll you'll discount it for me, the 15%, which will be which will be 66 or 76. Okay. Okay. Alright. Okay.\n\nAnd then next year, it'll go up back to the normal price. Is that what you said? That's that's because that's an extra $20 amount. Like, there's a lot... There's a...\n\nIt's a big increase when it's $70... $69, and then then it's gone up to $90. Like, that's $20. Yeah. Okay.\n\nAlright. Okay. I'll I'll I'll I'll let you do, yeah, that bit for me, and then I'll I'll see... Yeah. I'll look at the invoice now properly, and I can see.\n\nI'll I'll I'll just ring up next... I'll just ring up again next year and query it again. Yeah? Alright. Okay.\n\nThank you. That's okay. Alright. Thank you very much. Okay.\n\nAlright. Yeah. Okay. Mhmm. Okay.\n\nAnd what's your name again? Mary. I... Oh, I've I've phoned to a few people, and and I just... I get a bit confused.\n\nI'm just trying to be a bit more calm because I know for a while, I first signed out, I was a bit I was a bit annoyed because I've been homeless for three months, and I was just a bit... I just moved into my place. And I I was I was just really just tired, and I was just struggling with a lot because I I I just moved out of living out of my car. So I was just a bit stressed out, but... Yeah.\n\nI apologize if I spoke to you. Anybody else... Yeah. Yeah. Thanks a lot.\n\nAlright. Okay. Yeah. Yeah. Yeah.\n\nOkay. Yeah. Yeah. Yeah. No.\n\nI know it's sad, but a few times I've got a bit I got a bit angry, and I just hang up. I think of it. I'll I'll make it. Yeah. I've I've settled I've settled a bit better now.\n\nI just, yeah, I just spent the time, like I said, because I was home. I was not stressed out. So... But I'm okay now. Alright.\n\nOkay. Okay. Thanks for returning my call. Okay. Okay.\n\nYou too. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Thank you.","start":1.52,"end":2.26,"sentiment":"positive","sentiment_score":0.4747772514820099},{"text":"Melanie?","start":5.2799997,"end":5.7799997,"sentiment":"neutral","sentiment_score":0.06636638939380646},{"text":"I'm good.","start":12.719999,"end":13.2,"sentiment":"positive","sentiment_score":0.545556902885437},{"text":"Thanks.","start":13.2,"end":13.7,"sentiment":"positive","sentiment_score":0.6465822458267212},{"text":"Yeah.","start":28.83,"end":29.15,"sentiment":"neutral","sentiment_score":0.009548097848892212}],"sentiment":"positive","sentiment_score":0.39473786311490194,"num_words":7,"start":1.52,"end":29.15},{"sentences":[{"text":"I'm just...","start":29.15,"end":29.89,"sentiment":"neutral","sentiment_score":0.008707899134606123},{"text":"Yeah.","start":30.509998,"end":30.91,"sentiment":"neutral","sentiment_score":0.000880686566233635},{"text":"I sort of thought...","start":30.91,"end":32.03,"sentiment":"neutral","sentiment_score":-0.0024029321502894163},{"text":"How much is is is my payment supposed to be a month?","start":32.03,"end":36.21,"sentiment":"neutral","sentiment_score":-0.010384305380284786},{"text":"Is it supposed to be 60 or 70 or 50?","start":37.87,"end":41.07,"sentiment":"neutral","sentiment_score":-0.013427448365837336}],"sentiment":"neutral","sentiment_score":-0.008627634206465605,"num_words":29,"start":29.15,"end":41.07},{"sentences":[{"text":"I'm actually not sure.","start":41.07,"end":42.43,"sentiment":"neutral","sentiment_score":-0.07731829583644867},{"text":"But I'm just wondering why my payment is 2 something dollars at 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great.","start":193.955,"end":194.595,"sentiment":"positive","sentiment_score":0.47915727893511456},{"text":"Alright.","start":194.595,"end":195.095,"sentiment":"neutral","sentiment_score":0.25477978587150574}],"sentiment":"neutral","sentiment_score":0.26177545211144854,"num_words":7,"start":146.68,"end":195.095},{"sentences":[{"text":"So so if if it's if it's 15% for the next two months, so how how much would it...","start":205.87,"end":210.51,"sentiment":"neutral","sentiment_score":0.06784406696495257},{"text":"Should it be then, the bill?","start":210.51,"end":211.97,"sentiment":"neutral","sentiment_score":0.0017100268354018529},{"text":"70 $76.","start":225.83499,"end":227.355,"sentiment":"neutral","sentiment_score":-0.009067950770258904},{"text":"I I did...","start":227.355,"end":227.83499,"sentiment":"neutral","sentiment_score":-0.05335058396061262},{"text":"I didn't go on the plans for $76 a 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because...","start":339.745,"end":343.97,"sentiment":"neutral","sentiment_score":-0.2685042818387349}],"sentiment":"neutral","sentiment_score":-0.27064850589921396,"num_words":31,"start":335.905,"end":343.97},{"sentences":[{"text":"Yeah.","start":347.71002,"end":347.87,"sentiment":"neutral","sentiment_score":-0.08804672211408615},{"text":"I'm sure who I...","start":347.87,"end":348.83002,"sentiment":"neutral","sentiment_score":-0.11860570684075356},{"text":"Whoever I signed up with, the lady that I spoke to, I'm sure it was $70 a a a month.","start":348.83002,"end":353.79,"sentiment":"neutral","sentiment_score":-0.12203407138586045},{"text":"Well, the most it was.","start":353.79,"end":355.33002,"sentiment":"neutral","sentiment_score":-0.07030477374792099},{"text":"That's not what I 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contract.","start":519.295,"end":525.775,"sentiment":"neutral","sentiment_score":-0.07236817136014763},{"text":"And then she said if I went to twenty four months, it was gonna be cheaper again.","start":525.775,"end":530.03503,"sentiment":"neutral","sentiment_score":-0.03937753859688254},{"text":"So that's why I'm querying this.","start":531.775,"end":535.51,"sentiment":"neutral","sentiment_score":-0.09510358422994614}],"sentiment":"neutral","sentiment_score":-0.1972397012507607,"num_words":58,"start":515.42,"end":535.51},{"sentences":[{"text":"I think I've got it even on an email as the amount that it's supposed to be monthly.","start":543.49,"end":547.25,"sentiment":"neutral","sentiment_score":-0.0007168834304644002},{"text":"So if I if I could find my email and show you that that's what I what I signed up for, I...","start":547.25,"end":552.055,"sentiment":"neutral","sentiment_score":0.008989993059499697},{"text":"I'm sure I've got an email with the 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90.","start":634.51495,"end":637.15497,"sentiment":"neutral","sentiment_score":-0.08184191543194982},{"text":"So then if you're gonna take 15% off 66, what...","start":637.15497,"end":640.51495,"sentiment":"neutral","sentiment_score":0.03007011115550995}],"sentiment":"neutral","sentiment_score":-0.00044175597246397626,"num_words":44,"start":625.58,"end":640.51495},{"sentences":[{"text":"How much is that then for the couple of next several months?","start":640.51495,"end":643.65497,"sentiment":"neutral","sentiment_score":-0.017872502251217764},{"text":"But but Steve, hang on a minute.","start":666.715,"end":668.475,"sentiment":"neutral","sentiment_score":-0.1354018130472728},{"text":"Hang on.","start":668.475,"end":668.875,"sentiment":"neutral","sentiment_score":-0.15385696291923523},{"text":"This doesn't make sense because you just sent me a bill two days ago for $66.","start":668.875,"end":672.975,"sentiment":"negative","sentiment_score":-0.5238687042146921},{"text":"And I'm questioning that, thinking that that's too high.","start":673.435,"end":675.99,"sentiment":"negative","sentiment_score":-0.6573576430479685}],"sentiment":"negative","sentiment_score":-0.3427851021532779,"num_words":46,"start":640.51495,"end":675.99},{"sentences":[{"text":"And now you're telling me $77.","start":675.99,"end":678.17,"sentiment":"negative","sentiment_score":-0.5630319267511368},{"text":"I I don't wanna I wanna cancel my contract.","start":678.87,"end":681.13,"sentiment":"negative","sentiment_score":-0.737858255704244},{"text":"This is ridiculous.","start":682.14996,"end":683.05,"sentiment":"negative","sentiment_score":-0.8255104819933573},{"text":"I'm I'm not I'm not I'm not in the twenty four months contract.","start":711.9,"end":715.58,"sentiment":"negative","sentiment_score":-0.40152318431780887},{"text":"I'm in the twelve months contract as far as I know.","start":715.58,"end":721.6,"sentiment":"neutral","sentiment_score":-0.23843101073395123}],"sentiment":"negative","sentiment_score":-0.4842378529054778,"num_words":42,"start":675.99,"end":721.6},{"sentences":[{"text":"You keep telling me different things.","start":721.965,"end":723.325,"sentiment":"negative","sentiment_score":-0.598510796825091},{"text":"This is what I don't like.","start":723.325,"end":724.54504,"sentiment":"negative","sentiment_score":-0.7171288828055064},{"text":"I mean, I I I don't understand why you keep changing the prices on me.","start":725.085,"end":728.84503,"sentiment":"negative","sentiment_score":-0.6120063702265421},{"text":"So even at $75, that's ridiculous.","start":728.84503,"end":731.025,"sentiment":"negative","sentiment_score":-0.6119317611058553},{"text":"I haven't paid one I haven't paid one bill that's been $70.","start":731.80505,"end":735.9,"sentiment":"neutral","sentiment_score":-0.23533223569393158}],"sentiment":"negative","sentiment_score":-0.5237669116920896,"num_words":45,"start":721.965,"end":735.9},{"sentences":[{"text":"I haven't paid one bill that that that amount.","start":735.9,"end":737.74005,"sentiment":"neutral","sentiment_score":-0.31068537135918933},{"text":"And you're telling me that's the amount which is 10% off.","start":737.74005,"end":740.4,"sentiment":"neutral","sentiment_score":-0.12781287052414633},{"text":"My bill's $66.","start":740.86005,"end":742.56,"sentiment":"neutral","sentiment_score":-0.07204896459976833},{"text":"And take 15% off $66 is not $75.","start":743.18005,"end":749.92004,"sentiment":"neutral","sentiment_score":-0.06794193619862199},{"text":"Okay.","start":801.22003,"end":801.72003,"sentiment":"neutral","sentiment_score":0.06874343007802963}],"sentiment":"neutral","sentiment_score":-0.15290777722839266,"num_words":32,"start":735.9,"end":801.72003},{"sentences":[{"text":"So the bill that the...","start":801.94,"end":803.32,"sentiment":"neutral","sentiment_score":0.07091973051428795},{"text":"Okay.","start":804.9,"end":805.22003,"sentiment":"neutral","sentiment_score":0.08912788331508636},{"text":"So the bill I just received two days ago for $66, is that gonna stay the same, or do I need to pay...","start":805.22003,"end":811.195,"sentiment":"neutral","sentiment_score":0.040650414059991424},{"text":"Is it...","start":811.195,"end":811.595,"sentiment":"neutral","sentiment_score":-0.06519344449043274},{"text":"Is it gonna be a bit cheaper for me?","start":811.595,"end":812.875,"sentiment":"neutral","sentiment_score":0.07244256221585804}],"sentiment":"neutral","sentiment_score":0.047507055755704644,"num_words":40,"start":801.94,"end":812.875},{"sentences":[{"text":"So it needs to be 15% off, or what's what's happening then?","start":812.875,"end":816.815,"sentiment":"neutral","sentiment_score":-0.01411076666166385},{"text":"Because I received it.","start":817.515,"end":818.735,"sentiment":"neutral","sentiment_score":0.0409011198207736},{"text":"I'm reading it.","start":839.045,"end":844.505,"sentiment":"neutral","sentiment_score":0.03122207211951415},{"text":"Okay.","start":861.46,"end":861.96,"sentiment":"neutral","sentiment_score":0.0696716159582138},{"text":"Alright.","start":863.985,"end":864.385,"sentiment":"neutral","sentiment_score":0.123848095536232}],"sentiment":"neutral","sentiment_score":0.013402914628386497,"num_words":21,"start":812.875,"end":864.385},{"sentences":[{"text":"And that will start in November.","start":864.385,"end":865.825,"sentiment":"neutral","sentiment_score":0.11319765076041222},{"text":"Is that what you said?","start":865.825,"end":866.705,"sentiment":"neutral","sentiment_score":-0.009323227405548098},{"text":"No.","start":866.705,"end":866.945,"sentiment":"neutral","sentiment_score":-0.2310217916965485},{"text":"What was that?","start":866.945,"end":867.765,"sentiment":"neutral","sentiment_score":-0.21390744050343832},{"text":"Did you just say that'll be from November?","start":869.265,"end":871.125,"sentiment":"neutral","sentiment_score":-0.13389019994065166}],"sentiment":"neutral","sentiment_score":-0.05701286718249321,"num_words":23,"start":864.385,"end":871.125},{"sentences":[{"text":"Okay.","start":873.025,"end":873.525,"sentiment":"neutral","sentiment_score":-0.0350874699652195},{"text":"Okay.","start":877.1,"end":877.6,"sentiment":"neutral","sentiment_score":-0.05776732414960861},{"text":"Yeah.","start":888.555,"end":889.055,"sentiment":"neutral","sentiment_score":-0.05428602546453476},{"text":"Alright.","start":895.995,"end":896.495,"sentiment":"neutral","sentiment_score":-0.022402148693799973},{"text":"Yeah.","start":899.595,"end":900.095,"sentiment":"neutral","sentiment_score":-0.004067406058311462}],"sentiment":"neutral","sentiment_score":-0.03472207486629486,"num_words":5,"start":873.025,"end":900.095},{"sentences":[{"text":"I'm I'm just still confused about what you...","start":913.815,"end":915.495,"sentiment":"negative","sentiment_score":-0.6013939753174782},{"text":"What you're saying.","start":915.495,"end":916.135,"sentiment":"neutral","sentiment_score":-0.3178446690241496},{"text":"So my bill's $66 at the moment, but then after...","start":916.135,"end":919.815,"sentiment":"neutral","sentiment_score":-0.020782064460217953},{"text":"And it's gonna be...","start":919.815,"end":921.03503,"sentiment":"neutral","sentiment_score":-0.02566376468166709},{"text":"Is that...","start":921.495,"end":921.895,"sentiment":"neutral","sentiment_score":-0.02021876350045204}],"sentiment":"neutral","sentiment_score":-0.22650366814600098,"num_words":27,"start":913.815,"end":921.895},{"sentences":[{"text":"It's gonna be back till November, and then November is gonna go 76.","start":921.895,"end":925.255,"sentiment":"neutral","sentiment_score":-0.01001049137602632},{"text":"Is that what you're saying?","start":925.255,"end":926.395,"sentiment":"neutral","sentiment_score":0.002513105981051922},{"text":"$69.","start":940.51996,"end":941.48,"sentiment":"neutral","sentiment_score":0.0021311119198799133},{"text":"Yeah.","start":941.48,"end":941.72,"sentiment":"neutral","sentiment_score":-0.012791208922863008},{"text":"I thought it was...","start":941.72,"end":942.51996,"sentiment":"neutral","sentiment_score":-0.047322459518909454}],"sentiment":"neutral","sentiment_score":-0.013230033044237643,"num_words":24,"start":921.895,"end":942.51996},{"sentences":[{"text":"Okay.","start":942.51996,"end":942.83997,"sentiment":"neutral","sentiment_score":-0.00378413125872612},{"text":"Yeah.","start":942.83997,"end":943.33997,"sentiment":"neutral","sentiment_score":-0.007112840190529823},{"text":"Yeah.","start":954.085,"end":954.325,"sentiment":"neutral","sentiment_score":0.07921947538852692},{"text":"Righto.","start":954.325,"end":954.825,"sentiment":"neutral","sentiment_score":0.11014142632484436},{"text":"Yeah.","start":954.885,"end":955.365,"sentiment":"neutral","sentiment_score":0.05538331717252731}],"sentiment":"neutral","sentiment_score":0.04676944948732853,"num_words":5,"start":942.51996,"end":955.365},{"sentences":[{"text":"Yeah.","start":955.365,"end":955.865,"sentiment":"neutral","sentiment_score":0.046250198036432266},{"text":"Okay.","start":966.52,"end":967.02,"sentiment":"neutral","sentiment_score":0.006179723888635635},{"text":"Yeah.","start":978.28503,"end":978.60504,"sentiment":"neutral","sentiment_score":0.04086506366729736},{"text":"Okay.","start":978.60504,"end":979.10504,"sentiment":"neutral","sentiment_score":0.0649598091840744},{"text":"Okay.","start":1010.495,"end":1010.995,"sentiment":"neutral","sentiment_score":0.069102942943573}],"sentiment":"neutral","sentiment_score":0.04547154754400253,"num_words":5,"start":955.365,"end":1010.995},{"sentences":[{"text":"Alright.","start":1011.05505,"end":1011.55505,"sentiment":"neutral","sentiment_score":0.16841112077236176},{"text":"Yeah.","start":1015.455,"end":1015.775,"sentiment":"neutral","sentiment_score":0.09220264106988908},{"text":"Yeah.","start":1015.775,"end":1015.935,"sentiment":"neutral","sentiment_score":0.07172466814517975},{"text":"Yeah.","start":1015.935,"end":1016.435,"sentiment":"neutral","sentiment_score":0.07989837229251862},{"text":"Yeah.","start":1017.73,"end":1018.23,"sentiment":"neutral","sentiment_score":0.1998138427734375}],"sentiment":"neutral","sentiment_score":0.12241012901067734,"num_words":5,"start":1011.05505,"end":1018.23},{"sentences":[{"text":"Alright.","start":1021.56995,"end":1022.05,"sentiment":"neutral","sentiment_score":0.07100563496351242},{"text":"So $76 a month, it'll be after November.","start":1022.05,"end":1025.25,"sentiment":"neutral","sentiment_score":0.002444744110107422},{"text":"Is that what you mean?","start":1025.25,"end":1026.0499,"sentiment":"neutral","sentiment_score":-0.003265206888318062},{"text":"Is that what you're saying?","start":1026.0499,"end":1027.03,"sentiment":"neutral","sentiment_score":-0.02603042162954807},{"text":"But but at the moment, it's...","start":1027.1699,"end":1029.1,"sentiment":"neutral","sentiment_score":-0.05359489098191261}],"sentiment":"neutral","sentiment_score":-0.015099356025457382,"num_words":25,"start":1021.56995,"end":1029.1},{"sentences":[{"text":"Yeah.","start":1029.1,"end":1029.6,"sentiment":"neutral","sentiment_score":-0.008436472155153751},{"text":"So then...","start":1065.265,"end":1066.005,"sentiment":"neutral","sentiment_score":-0.008297395892441273},{"text":"Yes.","start":1067.265,"end":1067.6649,"sentiment":"neutral","sentiment_score":0.033723633736371994},{"text":"Okay.","start":1067.6649,"end":1068.065,"sentiment":"neutral","sentiment_score":-0.002184917218983174},{"text":"So it's...","start":1068.065,"end":1068.465,"sentiment":"neutral","sentiment_score":0.006026697927154601}],"sentiment":"neutral","sentiment_score":0.002651549775951675,"num_words":7,"start":1029.1,"end":1068.465},{"sentences":[{"text":"To the end of the year, you'll you'll discount it for me, the 15%, which will be which will be 66 or 76.","start":1068.465,"end":1076.3501,"sentiment":"neutral","sentiment_score":0.02265998300002969},{"text":"Okay.","start":1078.65,"end":1079.15,"sentiment":"neutral","sentiment_score":0.018751323223114017},{"text":"Okay.","start":1081.13,"end":1081.53,"sentiment":"neutral","sentiment_score":0.0591978058218956},{"text":"Alright.","start":1081.53,"end":1081.8501,"sentiment":"neutral","sentiment_score":0.07365846633911133},{"text":"Okay.","start":1081.8501,"end":1082.17,"sentiment":"neutral","sentiment_score":0.037419985979795456}],"sentiment":"neutral","sentiment_score":0.026303970013503677,"num_words":27,"start":1068.465,"end":1082.17},{"sentences":[{"text":"And then next year, it'll go up back to the normal price.","start":1082.17,"end":1085.4501,"sentiment":"neutral","sentiment_score":0.017447002775346238},{"text":"Is that what you said?","start":1085.4501,"end":1086.51,"sentiment":"neutral","sentiment_score":0.004404843132942915},{"text":"That's that's because that's an extra $20 amount.","start":1092.285,"end":1095.165,"sentiment":"neutral","sentiment_score":-0.04019174841232598},{"text":"Like, there's a lot...","start":1095.165,"end":1095.885,"sentiment":"neutral","sentiment_score":-0.05675042327493429},{"text":"There's a...","start":1095.885,"end":1096.445,"sentiment":"neutral","sentiment_score":-0.04506715014576912}],"sentiment":"neutral","sentiment_score":-0.013138120378097218,"num_words":31,"start":1082.17,"end":1096.445},{"sentences":[{"text":"It's a big increase when it's $70...","start":1096.445,"end":1099.165,"sentiment":"neutral","sentiment_score":-0.1352350190281868},{"text":"$69, and then then it's gone up to $90.","start":1099.165,"end":1105.1101,"sentiment":"neutral","sentiment_score":-0.0932477538784345},{"text":"Like, that's $20.","start":1105.89,"end":1107.1901,"sentiment":"neutral","sentiment_score":-0.07317531853914261},{"text":"Yeah.","start":1126.025,"end":1126.525,"sentiment":"neutral","sentiment_score":-0.040439292788505554},{"text":"Okay.","start":1131.72,"end":1132.22,"sentiment":"neutral","sentiment_score":0.014782050624489784}],"sentiment":"neutral","sentiment_score":-0.09671705313736484,"num_words":21,"start":1096.445,"end":1132.22},{"sentences":[{"text":"Alright.","start":1132.84,"end":1133.32,"sentiment":"neutral","sentiment_score":0.04908059164881706},{"text":"Okay.","start":1133.32,"end":1133.7999,"sentiment":"neutral","sentiment_score":0.05470698326826096},{"text":"I'll I'll I'll I'll let you do, yeah, that bit for me, and then I'll I'll see...","start":1133.7999,"end":1138.86,"sentiment":"neutral","sentiment_score":0.06242271392222713},{"text":"Yeah.","start":1138.9199,"end":1139.32,"sentiment":"neutral","sentiment_score":0.019375301897525787},{"text":"I'll look at the invoice now properly, and I can see.","start":1139.32,"end":1142.2999,"sentiment":"neutral","sentiment_score":0.032577926462346855}],"sentiment":"neutral","sentiment_score":0.049764716276718725,"num_words":31,"start":1132.84,"end":1142.2999},{"sentences":[{"text":"I'll I'll I'll just ring up next...","start":1147.005,"end":1148.525,"sentiment":"neutral","sentiment_score":0.050507571016039164},{"text":"I'll just ring up again next year and query it again.","start":1148.525,"end":1150.945,"sentiment":"neutral","sentiment_score":0.046898700296878815},{"text":"Yeah?","start":1154.605,"end":1155.105,"sentiment":"neutral","sentiment_score":0.03050415962934494},{"text":"Alright.","start":1169.73,"end":1170.23,"sentiment":"neutral","sentiment_score":0.06674337387084961},{"text":"Okay.","start":1172.505,"end":1172.745,"sentiment":"neutral","sentiment_score":0.11795513331890106}],"sentiment":"neutral","sentiment_score":0.051649588914144604,"num_words":21,"start":1147.005,"end":1172.745},{"sentences":[{"text":"Thank you.","start":1172.745,"end":1173.645,"sentiment":"positive","sentiment_score":0.43821583688259125},{"text":"That's okay.","start":1175.9451,"end":1176.585,"sentiment":"neutral","sentiment_score":0.32270582020282745},{"text":"Alright.","start":1176.585,"end":1177.0651,"sentiment":"positive","sentiment_score":0.4705212116241455},{"text":"Thank you very 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what's your name again?","start":1200.145,"end":1203.2051,"sentiment":"neutral","sentiment_score":0.011139492690563201},{"text":"Mary.","start":1205.345,"end":1205.8251,"sentiment":"neutral","sentiment_score":0.007208780851215124},{"text":"I...","start":1205.8251,"end":1206.3251,"sentiment":"neutral","sentiment_score":-0.002789322752505541},{"text":"Oh, I've I've phoned to a few people, and and I just...","start":1206.9451,"end":1210.545,"sentiment":"neutral","sentiment_score":-0.1114940478776892},{"text":"I get a bit confused.","start":1210.545,"end":1211.525,"sentiment":"negative","sentiment_score":-0.36407271027565}],"sentiment":"neutral","sentiment_score":-0.12909063351495811,"num_words":24,"start":1200.145,"end":1211.525},{"sentences":[{"text":"I'm just trying to be a bit more calm because I know for a while, I first signed out, I was a bit I was a bit annoyed because I've been homeless for three months, and I was just a 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you.","start":1233.5851,"end":1235.8451,"sentiment":"neutral","sentiment_score":-0.09254975084747587},{"text":"Anybody else...","start":1236.0651,"end":1237.045,"sentiment":"neutral","sentiment_score":-0.006623531691730022},{"text":"Yeah.","start":1237.425,"end":1237.925,"sentiment":"neutral","sentiment_score":0.08154676109552383},{"text":"Yeah.","start":1240.48,"end":1240.7999,"sentiment":"neutral","sentiment_score":0.25261548161506653},{"text":"Thanks a lot.","start":1240.7999,"end":1241.44,"sentiment":"positive","sentiment_score":0.3692598839600881}],"sentiment":"neutral","sentiment_score":0.055774755376790254,"num_words":14,"start":1233.5851,"end":1241.44},{"sentences":[{"text":"Alright.","start":1241.44,"end":1241.84,"sentiment":"neutral","sentiment_score":0.12188687175512314},{"text":"Okay.","start":1241.84,"end":1242.1599,"sentiment":"neutral","sentiment_score":0.047353655099868774},{"text":"Yeah.","start":1242.1599,"end":1242.6599,"sentiment":"neutral","sentiment_score":0.014841705560684204},{"text":"Yeah.","start":1247.2799,"end":1247.44,"sentiment":"neutral","sentiment_score":0.05219072103500366},{"text":"Yeah.","start":1247.44,"end":1247.5199,"sentiment":"neutral","sentiment_score":0.053106989711523056}],"sentiment":"neutral","sentiment_score":0.05787598863244057,"num_words":5,"start":1241.44,"end":1247.5199},{"sentences":[{"text":"Okay.","start":1247.5199,"end":1248.0199,"sentiment":"neutral","sentiment_score":0.05356650799512863},{"text":"Yeah.","start":1249.2,"end":1249.44,"sentiment":"neutral","sentiment_score":0.02130419574677944},{"text":"Yeah.","start":1249.44,"end":1249.6,"sentiment":"neutral","sentiment_score":0.013645462691783903},{"text":"Yeah.","start":1249.6,"end":1249.84,"sentiment":"neutral","sentiment_score":0.004528379067778587},{"text":"No.","start":1249.84,"end":1250.0,"sentiment":"neutral","sentiment_score":-0.07857462018728256}],"sentiment":"neutral","sentiment_score":0.0028939850628376005,"num_words":5,"start":1247.5199,"end":1250.0},{"sentences":[{"text":"I know it's sad, but a few times I've got a bit I got a bit angry, and I just hang up.","start":1250.0,"end":1253.12,"sentiment":"neutral","sentiment_score":-0.19309067184274847},{"text":"I think of it.","start":1253.12,"end":1253.7599,"sentiment":"neutral","sentiment_score":-0.1352492142468691},{"text":"I'll I'll make it.","start":1253.7599,"end":1254.32,"sentiment":"neutral","sentiment_score":0.03100697696208954},{"text":"Yeah.","start":1254.32,"end":1254.5599,"sentiment":"neutral","sentiment_score":0.05248863622546196},{"text":"I've I've settled I've settled a bit better now.","start":1254.5599,"end":1257.145,"sentiment":"neutral","sentiment_score":0.07222211485107739}],"sentiment":"neutral","sentiment_score":-0.09906190149486065,"num_words":40,"start":1250.0,"end":1257.145},{"sentences":[{"text":"I just, yeah, I just spent the time, like I said, because I was home.","start":1257.205,"end":1259.365,"sentiment":"neutral","sentiment_score":0.07456563363472621},{"text":"I was not stressed out.","start":1259.365,"end":1260.405,"sentiment":"neutral","sentiment_score":-0.0020417742431163787},{"text":"So...","start":1260.405,"end":1260.905,"sentiment":"neutral","sentiment_score":0.03222056105732918},{"text":"But I'm okay now.","start":1261.045,"end":1261.845,"sentiment":"neutral","sentiment_score":0.17308424226939678},{"text":"Alright.","start":1261.845,"end":1262.085,"sentiment":"neutral","sentiment_score":0.1412200629711151}],"sentiment":"neutral","sentiment_score":0.07592512409274395,"num_words":26,"start":1257.205,"end":1262.085},{"sentences":[{"text":"Okay.","start":1262.085,"end":1262.585,"sentiment":"neutral","sentiment_score":0.10126349329948424},{"text":"Okay.","start":1262.725,"end":1263.045,"sentiment":"neutral","sentiment_score":0.031976621598005295},{"text":"Thanks for returning my call.","start":1263.045,"end":1264.665,"sentiment":"positive","sentiment_score":0.5784958302974701},{"text":"Okay.","start":1265.365,"end":1265.865,"sentiment":"positive","sentiment_score":0.5202186107635498},{"text":"Okay.","start":1266.485,"end":1266.985,"sentiment":"positive","sentiment_score":0.33799856901168823}],"sentiment":"positive","sentiment_score":0.43154849401778644,"num_words":9,"start":1262.085,"end":1266.985},{"sentences":[{"text":"You too.","start":1271.02,"end":1271.5,"sentiment":"positive","sentiment_score":0.4016585052013397},{"text":"Thank you.","start":1271.5,"end":1271.98,"sentiment":"positive","sentiment_score":0.6590482592582703},{"text":"Bye.","start":1271.98,"end":1272.48,"sentiment":"neutral","sentiment_score":0.3184414505958557}],"sentiment":"positive","sentiment_score":0.4879709959030151,"num_words":5,"start":1271.02,"end":1272.48}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling\n\nChannel 1: Thank you.\n\nChannel 0: Airtel. My name is Mary. May I have your name, please?\n\nChannel 1: Melanie?\n\nChannel 0: Hello, Melanie. Yeah. I just rang you up earlier. How are you doing today?\n\nChannel 1: I'm good. Thanks.\n\nChannel 0: That's good to hear. Melanie, we actually received your call yesterday, and I do apologize if I wasn't able to call back yesterday. I was routed to voice mail. But, yeah, this is regarding with your account. Let\n\nChannel 1: Yeah.\n\nChannel 0: me\n\nChannel 1: I'm\n\nChannel 0: just\n\nChannel 1: just...\n\nChannel 0: pull up your account.\n\nChannel 1: Yeah. I sort of thought... How much is\n\nChannel 0: Mhmm.\n\nChannel 1: is is my payment supposed to be a month?\n\nChannel 0: Mhmm.\n\nChannel 1: Is it supposed to be 60 or 70 or 50? I'm actually not sure. But I'm just wondering why my\n\nChannel 0: Yes.\n\nChannel 1: payment is 2 something dollars\n\nChannel 0: Of\n\nChannel 1: at\n\nChannel 0: course.\n\nChannel 1: the... Yeah.\n\nChannel 0: Yeah. And I do apologize for the confusion, Melanie. But to tell you honestly, truth is the invoice that you're currently seeing is correct. It's just that the... We just had a recent price adjustment as due to the increased cost of operating and maintaining the network.\n\nSo rather than compromising on the service, the small amount of adjustments will help us continue maintaining the network. And I really do apologize if you were not notified earlier. But believe me, I know... We know that that this price increase is never ideal. I o...\n\nI am also a customer myself, and I also sometimes ask questions why the sudden price increase. But rest\n\nChannel 1: Yes.\n\nChannel 0: assured that our goal is to still continue providing you with a reliable service and the support you need. So the... You... The plan... Or the price that you are currently seeing is our new plan.\n\nBut you still have this 15% discount on your account as part of your service,\n\nChannel 1: Yeah.\n\nChannel 0: Melanie.\n\nChannel 1: That's what I thought.\n\nChannel 0: But...\n\nChannel 1: So why why am I getting charged $66 then? I'm not sure why...\n\nChannel 0: Yes.\n\nChannel 1: I I thought it was a a 40 or 50 at the moment until it goes\n\nChannel 0: Uh-huh.\n\nChannel 1: back to... Yeah.\n\nChannel 0: So here's what I'm going to do. Of course, I won't leave you empty handed. I know you're, I mean, an... Our new customer, and you haven't got get longer with Airtel, and we wanna provide you the best service and plans. While\n\nChannel 1: Yes.\n\nChannel 0: I understand that there was a sudden price increase, Here's what I'm going to do as an exemption, Melanie. Alright? I'll go ahead and apply... Let me go ahead. Let me just review here with your plan.\n\nOh, I see. Okay. So for this one, your discount end date for 15% discount include... Which is included on your contract ends this month, October 31. So for this one, as an exemption, I'd like to offer you an additional two month extension for 15% discount.\n\nHow's that sound for you?\n\nChannel 1: Yeah. That's... That'd be great. Alright.\n\nChannel 0: Okay. No worries. Well, thank you so much for that. I'll make sure that this will be already applied to your next invoice. And\n\nChannel 1: So\n\nChannel 0: right\n\nChannel 1: so\n\nChannel 0: now\n\nChannel 1: if if it's if it's 15% for the next two months, so how how much would it... Should it be then, the bill?\n\nChannel 0: it's going to be actually the same, $76.49. Hold on. So let me just compute it more\n\nChannel 1: 70\n\nChannel 0: clearly.\n\nChannel 1: $76. I I did... I didn't go on the plans for $76 a month. So I\n\nChannel 0: The\n\nChannel 1: didn't\n\nChannel 0: current the the the... Actually, the current price for 25 MBPS is $90. So we'll get off that 15% discount for\n\nChannel 1: no. No. No. No. That's not what I was told.\n\nWhen I signed up, it was... I... It was either... I I I thought it was actually $60 a month. So I I wouldn't have signed up for $90 a month.\n\nNo. No. And I know\n\nChannel 0: mhmm.\n\nChannel 1: other\n\nChannel 0: Yep.\n\nChannel 1: people\n\nChannel 0: No. No.\n\nChannel 1: that... Yeah. Okay.\n\nChannel 0: Yeah. So your your previous plan was actually $69\n\nChannel 1: Okay.\n\nChannel 0: and 95¢. So previously, you had an invoice for $59.46. That's the previous price of the plan, which is $69.95, which is right now starting this month.\n\nChannel 1: Yes.\n\nChannel 0: The price increase happened. So from $69.95 as the standard price, The price under 25 mbps is now $89.99 or $90. That's why\n\nChannel 1: Well,\n\nChannel 0: I'll\n\nChannel 1: but\n\nChannel 0: be\n\nChannel 1: I\n\nChannel 0: extend...\n\nChannel 1: I I I've only been with you guys a couple of months, and it's already gone from 60 to 90. Yeah. Why is that? Like,\n\nChannel 0: Yeah.\n\nChannel 1: I I thought\n\nChannel 0: Mhmm.\n\nChannel 1: I was on the plan for 70... 60 or $70 a month for for the next twelve months. I didn't know it was gonna increase. I thought it was just a set amount, but that's what I signed up for.\n\nChannel 0: Yeah. I really understand, and I really do appreciate you being honest with me. But, yeah, as I mentioned earlier, this price is made for adjustment as...\n\nChannel 1: No. They said... When I signed up for this contract for twelve months, I was told it was either 60 or 70 a month for twelve months. That's what I was told. I wasn't told about any increases.\n\nNo. They don't... Yeah. I'm I'm... That's why I'm a bit confused why the prices keep going.\n\nYou keep changing the prices on me, and that's why I'm I'm querying it because...\n\nChannel 0: Well,\n\nChannel 1: Yeah. I'm\n\nChannel 0: we\n\nChannel 1: sure who\n\nChannel 0: don't...\n\nChannel 1: I... Whoever I signed up with, the lady that I spoke to,\n\nChannel 0: Mhmm.\n\nChannel 1: I'm sure it was $70 a a a month. Well, the most it was.\n\nChannel 0: Mhmm. Mhmm. Yeah. The price actually started this month of October. And on your portal as well or on your account, it can be seen that the line up prices is subject or prices might vary depending on Linham networks.\n\nThat's why your...\n\nChannel 1: That's\n\nChannel 0: Then\n\nChannel 1: not what I signed... That's not that's not what I signed up for. I signed up for a fixed price. If I if I did twelve months, she said to me she would give it to me on 60 or $70 a month for for twelve months. If I signed up for less time, it was more...\n\nIt was... Then it was, like, $80.90 or something. But she said for twelve months,\n\nChannel 0: Mhmm.\n\nChannel 1: I sign up on 60 or $70 a month. Like I said, you keep changing the prices on me.\n\nChannel 0: We we don't wanna... I mean, we're not changing the prices instantly or constantly, Melanie. It just so happened that the network also... Or the network directly has some changes on their maintenance. So we...\n\nAs... This is a business. We also want to follow their current prices.\n\nChannel 1: So\n\nChannel 0: So let me...\n\nChannel 1: what what... So\n\nChannel 0: I\n\nChannel 1: what so what is it... So can you just tell me exactly how much it is for me a month? Like, with\n\nChannel 0: mean...\n\nChannel 1: with... When it's... The 15% finishes.\n\nChannel 0: So after your three month, if I am to extend your 15% discount, it'll go back and... Let me just check here. So that will be... Hold on. It's all loading.\n\nPaykel. A u. One moment, please. It's $19 for 25 NBTS, Melanie. If we are\n\nChannel 1: 90\n\nChannel 0: to take\n\nChannel 1: dollars?\n\nChannel 0: off this yeah.\n\nChannel 1: No. Did you just say\n\nChannel 0: For 20.\n\nChannel 1: $90? No. That's not what I signed up for. I'm sorry. I'm just not...\n\nI'm just... This is half the reason why I I cracked it at the very beginning, and I didn't wanna sign up because you... Like, I I agreed to something, and then you just kept changing the prices on me. And and you're doing it again. And I'm giving you my card details.\n\nThat's not what I signed up for $90 a month. I know I I know somebody that lives next door to me. Yes. It's a $50... 40 or $50 a month.\n\nIt's the same as what I've got, but through a different company. So I... I'm not... There's no way known. I I I just know I wouldn't have signed up for $90 a month.\n\nIt's ridiculous. Think I'm sure it was 60\n\nChannel 0: Yes.\n\nChannel 1: or 70 what I I signed up for on a twelve month contract. And then she said if I went to twenty four months, it was gonna be cheaper again. So that's why I'm querying this.\n\nChannel 0: Mhmm. I hear you, and I really understand where you're coming from.\n\nChannel 1: I think I've\n\nChannel 0: Just give\n\nChannel 1: got it\n\nChannel 0: me\n\nChannel 1: even\n\nChannel 0: one\n\nChannel 1: on\n\nChannel 0: sec.\n\nChannel 1: an email as the amount that it's supposed to be monthly. So if I if I could find my email and show you that that's what I what I signed up for, I... I'm sure I've got an email\n\nChannel 0: The... Well,\n\nChannel 1: with the\n\nChannel 0: Melanie,\n\nChannel 1: contract.\n\nChannel 0: yes. That's what you're currently signed up for previously. However,\n\nChannel 1: Yeah.\n\nChannel 0: on your contract, it also... On your account as well as... This showing that prices might vary depending on the Linham network. It's actually the Linham network who made the changes. It's a major changes in the telecommunication industry.\n\nSo as one of the ISP, we also would like to, of course, to follow since they're making changes as well on their networks. So everyone here is affected, and please trust me as a customer myself, I'll I'll feel this... I'll feel the same way. It's just so happened that price changes, and you... We have to follow it too.\n\nBut rest assured that our goal is to make sure, to provide you with the reliable service and the support that you need. That's why as an exemption, I, are for consideration, I am proactively offering a 15% discount additional or an extension to your current plan.\n\nChannel 1: Yeah. Okay. But if if my payment is $66 and you and you take 15% off, so that's not that's not $80.90 dollars. Like, that's not... That's $75 but not at the price of 90.\n\nSo then if you're gonna take 15% off 66, what... How much is that then for the couple of next\n\nChannel 0: Mhmm.\n\nChannel 1: several months?\n\nChannel 0: So for the... And let me just go ahead and check this. Hold on. So that's so that's going to be $76.50. So that's 15% discount of 90%, Melanie.\n\nIf\n\nChannel 1: But\n\nChannel 0: you want\n\nChannel 1: but Steve, hang on a minute. Hang on. This doesn't make sense because you just sent me a bill two days ago for $66. And I'm questioning that, thinking that that's too high. And now you're telling me $77.\n\nI I don't wanna I wanna cancel my contract. This is ridiculous.\n\nChannel 0: Yes. Really understand if you'd like to be canceling your contract with us. However, canceling your contract early or having early termination... Cancellation of your account will have you pay for an extra, which is the early termination fee given that you're currently in our twenty four months contract. That's why as much as possible, I am giving you the best offer right now, Melanie.\n\nChannel 1: I'm I'm\n\nChannel 0: I\n\nChannel 1: not\n\nChannel 0: can\n\nChannel 1: I'm\n\nChannel 0: also\n\nChannel 1: not\n\nChannel 0: offer\n\nChannel 1: I'm not in the twenty four months contract. I'm in the twelve months contract as far as I know. You keep telling me different things. This is what I don't like. I mean, I I I don't understand why you keep changing the prices on me.\n\nSo even at $75, that's ridiculous.\n\nChannel 0: Melanie,\n\nChannel 1: I haven't\n\nChannel 0: we\n\nChannel 1: paid\n\nChannel 0: don't...\n\nChannel 1: one I\n\nChannel 0: Yeah.\n\nChannel 1: haven't\n\nChannel 0: I'm\n\nChannel 1: paid\n\nChannel 0: sorry.\n\nChannel 1: one\n\nChannel 0: But...\n\nChannel 1: bill that's been $70. I haven't paid one bill that that that amount. And you're telling me that's the amount which is 10% off. My bill's $66. And take 15% off $66\n\nChannel 0: Mhmm.\n\nChannel 1: is not $75.\n\nChannel 0: The previous amount... I mean, to correct Melanie, we're seeing... I'm seeing here right now that on your account, you're under with twenty four month contract. And to also correct, we don't change price constantly. It just so happened that when you signed up with us, you still get a chance to get the get the...\n\nOr previous prices, which is in the lower price. However, since there was an... Or changes in the price, which is just started this month. So this is actually the first time that Airtel or some ISP or Internet or telecommunication changes their prices as there was a major\n\nChannel 1: Okay. So the\n\nChannel 0: changes\n\nChannel 1: bill that\n\nChannel 0: as\n\nChannel 1: the...\n\nChannel 0: well with the network.\n\nChannel 1: Okay. So the bill I just received two days ago for $66, is that gonna stay the\n\nChannel 0: Mhmm.\n\nChannel 1: same, or do I need to pay... Is it... Is it gonna be a bit cheaper for me? So it needs to be 15% off, or what's what's happening then?\n\nChannel 0: Mhmm.\n\nChannel 1: Because I\n\nChannel 0: Melanie...\n\nChannel 1: received it.\n\nChannel 0: Yeah. So as I mentioned earlier, I'll be offering you 15% discount from the new price, which is the 90%. With your current invoice for October, as an exception, I could still go ahead and go back your price for\n\nChannel 1: I'm\n\nChannel 0: $59.46.\n\nChannel 1: reading\n\nChannel 0: And then right after this\n\nChannel 1: it.\n\nChannel 0: month, month of of of November, you'll get to still have the 15% discount. However, by the month of November, we'll be following off the new price on the website, which is the 94¢, which will start your $76.49,\n\nChannel 1: Okay.\n\nChannel 0: discounted from $90.\n\nChannel 1: Alright. And that will start in November. Is that what you said? No. What was that?\n\nChannel 0: I'm sorry?\n\nChannel 1: Did you just say that'll be from November?\n\nChannel 0: Yes. And\n\nChannel 1: Okay.\n\nChannel 0: this month of October, I'll make an exemption\n\nChannel 1: Okay.\n\nChannel 0: on your account only. I'm not... Trust me, I don't really offer this and pro... Give this to some customer. It just so happened that I know\n\nChannel 1: Yeah.\n\nChannel 0: you at... What... I mean, the moment that you come with us. That's why I'm offering you this... I\n\nChannel 1: Alright.\n\nChannel 0: mean, new... I mean, from preview... Your your previous plan. So right now,\n\nChannel 1: Yeah.\n\nChannel 0: if you want me to proceed by that, just let me know so that I can modify your invoice, right now so that you can make a payment anytime before your due date.\n\nChannel 1: I'm I'm just still confused about what you... What you're saying. So my bill's $66 at the moment, but then after... And it's gonna be... Is that...\n\nIt's gonna be back till November, and then November is gonna go 76. Is that what you're saying?\n\nChannel 0: Okay. Just give me one moment. So your... The plan that you recently signed up for for the previous price was $69.95. So\n\nChannel 1: $69.\n\nChannel 0: what\n\nChannel 1: Yeah.\n\nChannel 0: what...\n\nChannel 1: I thought it was...\n\nChannel 0: Yeah.\n\nChannel 1: Okay.\n\nChannel 0: So...\n\nChannel 1: Yeah.\n\nChannel 0: Uh-huh. So what you paid for the last two months has a 15% discount that only... Which has a total of $59.46.\n\nChannel 1: Yeah. Righto.\n\nChannel 0: Right?\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: So for this month of October, instead of paying $76.49, which is the 15% discount from our new standard price, $90,\n\nChannel 1: Okay.\n\nChannel 0: as an exception, I'll go ahead and modify it and reflect the same price from your previous plan, which is the $59.46,\n\nChannel 1: Yeah.\n\nChannel 0: which\n\nChannel 1: Okay.\n\nChannel 0: is the discounted price for the $69.95. But setting your expectation after this month, which is starting from November November December, the 15% discount will be this... I mean, will be will be... I mean, we're gonna use the new standard plan, which is the $90. So that's $76.49\n\nChannel 1: Okay. Alright.\n\nChannel 0: a week. Is that okay now with you, Melanie?\n\nChannel 1: Yeah.\n\nChannel 0: You\n\nChannel 1: Yeah.\n\nChannel 0: know what?\n\nChannel 1: Yeah.\n\nChannel 0: I am... I'll make\n\nChannel 1: Yeah.\n\nChannel 0: sure to give you the best offer today.\n\nChannel 1: Alright. So $76 a month, it'll be after November. Is that what you mean? Is that what you're saying? But but at the moment, it's...\n\nYeah.\n\nChannel 0: At the month of November, your bill of $76.49 will start. And then after your discounted price... Let me just check here until when is your discounted price for 15%. Oh, yeah. Actually, today...\n\nI mean, October is your end of discount, so I'll go ahead and extend it for at two months into... You will be modifying your invoice for October. So you... At the start of\n\nChannel 1: So\n\nChannel 0: November\n\nChannel 1: then...\n\nChannel 0: and December, you...\n\nChannel 1: Yes. Okay. So it's... To the\n\nChannel 0: Yeah.\n\nChannel 1: end of the year, you'll you'll discount it for me, the 15%, which will\n\nChannel 0: Yeah.\n\nChannel 1: be which will be 66 or 76.\n\nChannel 0: It's $76 and\n\nChannel 1: Okay.\n\nChannel 0: 49¢.\n\nChannel 1: Okay. Alright. Okay. And then next year, it'll go up back to the normal price. Is\n\nChannel 0: 90\n\nChannel 1: that what you said?\n\nChannel 0: dollars. Yes. Melanie. Well, trust me... I mean,\n\nChannel 1: That's that's because that's an extra $20 amount. Like, there's a lot... There's a... It's a big increase when it's $70... $69, and then then it's gone up to $90.\n\nLike,\n\nChannel 0: yeah.\n\nChannel 1: that's\n\nChannel 0: I\n\nChannel 1: $20.\n\nChannel 0: I I mhmm. Yeah. I really understand where you're coming from. When I saw this myself, I know that this price is going to be... You know, we we...\n\nI'm sure that I'm also sure that we will receive such inquiry about their prices, but the\n\nChannel 1: Yeah.\n\nChannel 0: adjustment was made for... You know, because the increased network costs.\n\nChannel 1: Okay. Alright.\n\nChannel 0: Yeah.\n\nChannel 1: Okay.\n\nChannel 0: So that's\n\nChannel 1: I'll\n\nChannel 0: why.\n\nChannel 1: I'll I'll I'll let you do, yeah, that bit for me, and then I'll I'll see... Yeah.\n\nChannel 0: Mhmm.\n\nChannel 1: I'll look at the invoice now properly, and I can see.\n\nChannel 0: Okay. Sure. No worries. Let me just modify your invoice\n\nChannel 1: I'll\n\nChannel 0: at...\n\nChannel 1: I'll\n\nChannel 0: Just\n\nChannel 1: I'll just ring\n\nChannel 0: one\n\nChannel 1: up next... I'll just ring up again next year and query it again.\n\nChannel 0: manage. Well,\n\nChannel 1: Yeah?\n\nChannel 0: I I can... If I could still cater it for you, I can try to communicate with and still ask for another exemption. But, of course, I can... I I couldn't... I I couldn't promise, but at least I'll try.\n\nChannel 1: Alright.\n\nChannel 0: I I will try. But for\n\nChannel 1: Okay.\n\nChannel 0: now,\n\nChannel 1: Thank\n\nChannel 0: this is\n\nChannel 1: you.\n\nChannel 0: the offer that I could offer to you, Melanie.\n\nChannel 1: That's okay. Alright. Thank you very much.\n\nChannel 0: Okay. Sure. No\n\nChannel 1: Okay.\n\nChannel 0: worries.\n\nChannel 1: Alright.\n\nChannel 0: If...\n\nChannel 1: Yeah.\n\nChannel 0: Alright. So right after we end this call, I'll go ahead and modify your invoice. I will also resend you the invoice so that you can pay for it anytime\n\nChannel 1: Okay.\n\nChannel 0: until or before the due date. And your 15% discount from the new standard price will start\n\nChannel 1: Mhmm.\n\nChannel 0: November and December.\n\nChannel 1: Okay. And what's your name again?\n\nChannel 0: My name is Mary. If you\n\nChannel 1: Mary.\n\nChannel 0: can still remember\n\nChannel 1: I...\n\nChannel 0: my name.\n\nChannel 1: Oh, I've I've phoned to a few people, and and I just... I get a bit confused. I'm just trying to be a bit more calm because I know for a while, I first signed out, I was a bit I was a bit annoyed because I've been homeless for three months, and I was just a bit...\n\nChannel 0: Mhmm.\n\nChannel 1: I just moved into my place. And\n\nChannel 0: Mhmm.\n\nChannel 1: I I was I was just really just tired, and I was just struggling with a lot because I I I just moved out of living out of my car. So I was just a bit stressed out, but... Yeah. I apologize if I spoke\n\nChannel 0: Uh-huh. No.\n\nChannel 1: to you.\n\nChannel 0: No. No. No worries.\n\nChannel 1: Anybody\n\nChannel 0: You're fine.\n\nChannel 1: else...\n\nChannel 0: Your feelings\n\nChannel 1: Yeah.\n\nChannel 0: are valid, and I really understand it.\n\nChannel 1: Yeah. Thanks a lot. Alright.\n\nChannel 0: And\n\nChannel 1: Okay.\n\nChannel 0: as a\n\nChannel 1: Yeah.\n\nChannel 0: customer's per... Yeah. As a customer's perspective, there is nothing wrong with that, Melanie. It's\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: just\n\nChannel 1: Okay.\n\nChannel 0: normal for you to react that way.\n\nChannel 1: Yeah. Yeah. Yeah. No. I know it's sad, but a few times I've got a bit I got a bit angry, and I just hang up.\n\nI think of it. I'll I'll make it. Yeah. I've I've settled I've settled a bit better now. I just, yeah, I just spent the time, like I said, because I was home.\n\nChannel 0: Yeah.\n\nChannel 1: I was not stressed out. So... But I'm okay now. Alright. Okay.\n\nChannel 0: Yeah.\n\nChannel 1: Okay. Thanks\n\nChannel 0: Thanks,\n\nChannel 1: for\n\nChannel 0: Hassan,\n\nChannel 1: returning\n\nChannel 0: Melanie.\n\nChannel 1: my call.\n\nChannel 0: That's fine. Thank\n\nChannel 1: Okay.\n\nChannel 0: you so much again for\n\nChannel 1: Okay.\n\nChannel 0: your patience and time and understanding, Melanie. Have a great rest of your day. Goodbye for now.\n\nChannel 1: You too. Thank you. Bye.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling","start":0.88,"end":1.76,"sentiment":"positive","sentiment_score":0.6317508518695831}],"sentiment":"positive","sentiment_score":0.6317508518695831,"channel":0,"num_words":4,"start":0.88,"end":1.76},{"sentences":[{"text":"Thank you.","start":1.52,"end":2.26,"sentiment":"positive","sentiment_score":0.4747772514820099}],"sentiment":"positive","sentiment_score":0.4747772514820099,"channel":1,"num_words":2,"start":1.52,"end":2.26},{"sentences":[{"text":"Airtel.","start":1.76,"end":2.1599998,"sentiment":"positive","sentiment_score":0.7243105173110962},{"text":"My name is Mary.","start":2.1599998,"end":3.12,"sentiment":"neutral","sentiment_score":0.2501882202923298},{"text":"May I have your name, please?","start":3.12,"end":4.5,"sentiment":"neutral","sentiment_score":0.19408817340930304}],"sentiment":"neutral","sentiment_score":0.26269022172147577,"channel":0,"num_words":11,"start":1.76,"end":4.5},{"sentences":[{"text":"Melanie?","start":5.2799997,"end":5.7799997,"sentiment":"neutral","sentiment_score":0.06636638939380646}],"sentiment":"neutral","sentiment_score":0.06636638939380646,"channel":1,"num_words":1,"start":5.2799997,"end":5.7799997},{"sentences":[{"text":"Hello, Melanie.","start":7.3599997,"end":8.34,"sentiment":"neutral","sentiment_score":0.10815850272774696},{"text":"Yeah.","start":8.4,"end":8.639999,"sentiment":"neutral","sentiment_score":0.17771893739700317},{"text":"I just rang you up earlier.","start":8.639999,"end":10.179999,"sentiment":"neutral","sentiment_score":0.25571291893720627},{"text":"How are you doing today?","start":11.2,"end":12.5,"sentiment":"neutral","sentiment_score":0.3262218177318573}],"sentiment":"neutral","sentiment_score":0.25424446750964436,"channel":0,"num_words":14,"start":7.3599997,"end":12.5},{"sentences":[{"text":"I'm good.","start":12.719999,"end":13.2,"sentiment":"positive","sentiment_score":0.545556902885437},{"text":"Thanks.","start":13.2,"end":13.7,"sentiment":"positive","sentiment_score":0.6465822458267212}],"sentiment":"positive","sentiment_score":0.5792320171991984,"channel":1,"num_words":3,"start":12.719999,"end":13.7},{"sentences":[{"text":"That's good to hear.","start":14.665,"end":15.725,"sentiment":"positive","sentiment_score":0.6161477118730545},{"text":"Melanie, we actually received your call yesterday, and I do apologize if I wasn't able to call back yesterday.","start":16.025,"end":22.525,"sentiment":"neutral","sentiment_score":0.011004260201987467},{"text":"I was routed to voice 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up your account.","start":29.390001,"end":30.45,"sentiment":"neutral","sentiment_score":0.0025614025071263313}],"sentiment":"neutral","sentiment_score":0.0025614025071263313,"channel":0,"num_words":4,"start":29.390001,"end":30.45},{"sentences":[{"text":"Yeah.","start":30.509998,"end":30.91,"sentiment":"neutral","sentiment_score":0.000880686566233635},{"text":"I sort of thought...","start":30.91,"end":32.03,"sentiment":"neutral","sentiment_score":-0.0024029321502894163},{"text":"How much is","start":32.03,"end":33.01,"sentiment":"neutral","sentiment_score":-0.009951435029506683}],"sentiment":"neutral","sentiment_score":-0.00482316839043051,"channel":1,"num_words":8,"start":30.509998,"end":33.01},{"sentences":[{"text":"Mhmm.","start":32.99,"end":33.49,"sentiment":"neutral","sentiment_score":-0.00046838074922561646}],"sentiment":"neutral","sentiment_score":-0.00046838074922561646,"channel":0,"num_words":1,"start":32.99,"end":33.49},{"sentences":[{"text":"is is my payment supposed to be a 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my","start":42.43,"end":43.995,"sentiment":"neutral","sentiment_score":-0.06624011198679607}],"sentiment":"neutral","sentiment_score":-0.04204941694624722,"channel":1,"num_words":20,"start":37.87,"end":43.995},{"sentences":[{"text":"Yes.","start":43.934998,"end":44.434998,"sentiment":"neutral","sentiment_score":-0.029465660452842712}],"sentiment":"neutral","sentiment_score":-0.029465660452842712,"channel":0,"num_words":1,"start":43.934998,"end":44.434998},{"sentences":[{"text":"payment is 2 something dollars","start":43.995,"end":45.675,"sentiment":"neutral","sentiment_score":-0.03691544719040394}],"sentiment":"neutral","sentiment_score":-0.03691544719040394,"channel":1,"num_words":5,"start":43.995,"end":45.675},{"sentences":[{"text":"Of","start":45.454998,"end":45.695,"sentiment":"neutral","sentiment_score":-0.02039873413741589}],"sentiment":"neutral","sentiment_score":-0.02039873413741589,"channel":0,"num_words":1,"start":45.454998,"end":45.695},{"sentences":[{"text":"at","start":45.675,"end":45.835,"sentiment":"neutral","sentiment_score":-0.020609095692634583}],"sentiment":"neutral","sentiment_score":-0.020609095692634583,"channel":1,"num_words":1,"start":45.675,"end":45.835},{"sentences":[{"text":"course.","start":45.695,"end":46.195,"sentiment":"neutral","sentiment_score":-0.011228064075112345}],"sentiment":"neutral","sentiment_score":-0.011228064075112345,"channel":0,"num_words":1,"start":45.695,"end":46.195},{"sentences":[{"text":"the...","start":45.835,"end":46.335,"sentiment":"neutral","sentiment_score":-0.0126571636646986},{"text":"Yeah.","start":47.034996,"end":47.534996,"sentiment":"neutral","sentiment_score":0.003713163547217846}],"sentiment":"neutral","sentiment_score":-0.004472000058740377,"channel":1,"num_words":2,"start":45.835,"end":47.534996},{"sentences":[{"text":"Yeah.","start":47.135,"end":47.375,"sentiment":"neutral","sentiment_score":0.009960747323930264},{"text":"And I do apologize for the confusion, Melanie.","start":47.375,"end":50.114998,"sentiment":"neutral","sentiment_score":-0.03778866492211819},{"text":"But to tell you honestly, truth is the invoice that you're currently seeing is correct.","start":50.175,"end":57.19,"sentiment":"neutral","sentiment_score":0.012502559398611387},{"text":"It's just that the...","start":58.29,"end":62.129997,"sentiment":"neutral","sentiment_score":-0.013757363660261035},{"text":"We just had a recent price adjustment as due to the increased cost of operating and maintaining the network.","start":62.129997,"end":71.665,"sentiment":"neutral","sentiment_score":-0.0006340662703702325}],"sentiment":"neutral","sentiment_score":-0.0036571679755728293,"channel":0,"num_words":47,"start":47.135,"end":71.665},{"sentences":[{"text":"So rather than compromising on the service, the small amount of adjustments will help us continue maintaining the network.","start":72.045,"end":79.585,"sentiment":"neutral","sentiment_score":0.14937210906493037},{"text":"And I really do apologize if you were not notified earlier.","start":79.95,"end":83.71,"sentiment":"neutral","sentiment_score":-0.0843802189285105},{"text":"But believe me, I know...","start":83.71,"end":86.77,"sentiment":"neutral","sentiment_score":-0.06014702394604683},{"text":"We know that that this price increase is never ideal.","start":87.07,"end":89.57,"sentiment":"neutral","sentiment_score":-0.26564213931560515},{"text":"I o...","start":89.63,"end":90.03,"sentiment":"neutral","sentiment_score":-0.14108292013406754}],"sentiment":"neutral","sentiment_score":-0.02828584444966722,"channel":0,"num_words":47,"start":72.045,"end":90.03},{"sentences":[{"text":"I am also a customer myself, and I also sometimes ask questions why the sudden price increase.","start":90.03,"end":96.675,"sentiment":"neutral","sentiment_score":-0.0839292134213097},{"text":"But rest","start":97.215004,"end":97.695,"sentiment":"neutral","sentiment_score":0.011956386268138885}],"sentiment":"neutral","sentiment_score":-0.07383599240136773,"channel":0,"num_words":19,"start":90.03,"end":97.695},{"sentences":[{"text":"Yes.","start":97.590004,"end":98.090004,"sentiment":"neutral","sentiment_score":0.15994669497013092}],"sentiment":"neutral","sentiment_score":0.15994669497013092,"channel":1,"num_words":1,"start":97.590004,"end":98.090004},{"sentences":[{"text":"assured that our goal is to still continue providing you with a reliable service and the support you need.","start":97.695,"end":103.795,"sentiment":"neutral","sentiment_score":0.25813710611117513},{"text":"So the...","start":103.855,"end":104.595,"sentiment":"neutral","sentiment_score":0.003394791390746832},{"text":"You...","start":105.695,"end":105.935005,"sentiment":"neutral","sentiment_score":-0.0004112953320145607},{"text":"The plan...","start":105.935005,"end":106.415,"sentiment":"neutral","sentiment_score":0.0012616501189768314},{"text":"Or the price that you are currently seeing is our new plan.","start":106.415,"end":110.96001,"sentiment":"neutral","sentiment_score":0.024660457236071427}],"sentiment":"neutral","sentiment_score":0.14470644696201715,"channel":0,"num_words":36,"start":97.695,"end":110.96001},{"sentences":[{"text":"But you still have this 15% discount on your account as part of your service,","start":111.420006,"end":117.600006,"sentiment":"neutral","sentiment_score":0.09667819341023763}],"sentiment":"neutral","sentiment_score":0.09667819341023763,"channel":0,"num_words":15,"start":111.420006,"end":117.600006},{"sentences":[{"text":"Yeah.","start":117.189995,"end":117.689995,"sentiment":"neutral","sentiment_score":0.01594816893339157}],"sentiment":"neutral","sentiment_score":0.01594816893339157,"channel":1,"num_words":1,"start":117.189995,"end":117.689995},{"sentences":[{"text":"Melanie.","start":117.740005,"end":118.240005,"sentiment":"neutral","sentiment_score":0.004729727283120155}],"sentiment":"neutral","sentiment_score":0.004729727283120155,"channel":0,"num_words":1,"start":117.740005,"end":118.240005},{"sentences":[{"text":"That's what I 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why...","start":122.46999,"end":123.60999,"sentiment":"neutral","sentiment_score":-0.10658659785985947}],"sentiment":"neutral","sentiment_score":-0.12648816865224105,"channel":1,"num_words":13,"start":119.59,"end":123.60999},{"sentences":[{"text":"Yes.","start":124.425,"end":124.925,"sentiment":"neutral","sentiment_score":-0.04115613177418709}],"sentiment":"neutral","sentiment_score":-0.04115613177418709,"channel":0,"num_words":1,"start":124.425,"end":124.925},{"sentences":[{"text":"I I thought it was a a 40 or 50 at the moment until it 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empty handed.","start":133.225,"end":135.565,"sentiment":"neutral","sentiment_score":0.009513842640444636},{"text":"I know you're, I mean, an...","start":136.20001,"end":137.96,"sentiment":"neutral","sentiment_score":0.006638113874942064},{"text":"Our new customer, and you haven't got get longer with Airtel, and we wanna provide you the best service and plans.","start":137.96,"end":145.82,"sentiment":"neutral","sentiment_score":0.1268422534423215},{"text":"While","start":146.52,"end":147.02,"sentiment":"neutral","sentiment_score":-0.01430647075176239}],"sentiment":"neutral","sentiment_score":0.07697180331533038,"channel":0,"num_words":43,"start":131.305,"end":147.02},{"sentences":[{"text":"Yes.","start":146.68,"end":147.18,"sentiment":"neutral","sentiment_score":-0.03520166128873825}],"sentiment":"neutral","sentiment_score":-0.03520166128873825,"channel":1,"num_words":1,"start":146.68,"end":147.18},{"sentences":[{"text":"I understand that there was a sudden price increase, Here's what I'm going to do as an exemption, Melanie.","start":147.24,"end":153.585,"sentiment":"neutral","sentiment_score":-0.08238332081390054},{"text":"Alright?","start":153.585,"end":154.085,"sentiment":"neutral","sentiment_score":-0.004986827727407217},{"text":"I'll go ahead and apply...","start":154.625,"end":156.565,"sentiment":"neutral","sentiment_score":-0.003913427889347077},{"text":"Let me go ahead.","start":157.345,"end":158.225,"sentiment":"neutral","sentiment_score":0.004210387589409947},{"text":"Let me just review here with your plan.","start":158.225,"end":164.485,"sentiment":"neutral","sentiment_score":0.015180069487541914}],"sentiment":"neutral","sentiment_score":-0.039231215037304805,"channel":0,"num_words":37,"start":147.24,"end":164.485},{"sentences":[{"text":"Oh, I see.","start":165.48001,"end":167.34001,"sentiment":"neutral","sentiment_score":0.03155207013090452},{"text":"Okay.","start":170.36,"end":170.86,"sentiment":"neutral","sentiment_score":0.03192679211497307},{"text":"So for this one, your discount end date for 15% discount include...","start":171.0,"end":177.18001,"sentiment":"neutral","sentiment_score":0.03333735900620619},{"text":"Which is included on your contract ends this month, October 31.","start":177.32,"end":185.10501,"sentiment":"neutral","sentiment_score":0.04347615214911374},{"text":"So for this one, as an exemption, I'd like to offer you an additional two month extension for 15% discount.","start":185.16501,"end":192.30501,"sentiment":"neutral","sentiment_score":0.12151075564324856}],"sentiment":"neutral","sentiment_score":0.07308689568271028,"channel":0,"num_words":47,"start":165.48001,"end":192.30501},{"sentences":[{"text":"How's that sound for you?","start":192.365,"end":193.62,"sentiment":"neutral","sentiment_score":0.16459318697452546}],"sentiment":"neutral","sentiment_score":0.16459318697452546,"channel":0,"num_words":5,"start":192.365,"end":193.62},{"sentences":[{"text":"Yeah.","start":193.395,"end":193.715,"sentiment":"neutral","sentiment_score":0.08881492912769318},{"text":"That's...","start":193.715,"end":193.955,"sentiment":"neutral","sentiment_score":0.08656327426433563},{"text":"That'd be great.","start":193.955,"end":194.595,"sentiment":"positive","sentiment_score":0.47915727893511456},{"text":"Alright.","start":194.595,"end":195.095,"sentiment":"neutral","sentiment_score":0.25477978587150574}],"sentiment":"neutral","sentiment_score":0.31127163767814636,"channel":1,"num_words":6,"start":193.395,"end":195.095},{"sentences":[{"text":"Okay.","start":195.54,"end":195.86,"sentiment":"neutral","sentiment_score":0.194629967212677},{"text":"No 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with","start":430.76,"end":431.48,"sentiment":"neutral","sentiment_score":-0.0012011765502393246}],"sentiment":"neutral","sentiment_score":0.002188833070580255,"channel":1,"num_words":22,"start":426.44,"end":431.48},{"sentences":[{"text":"mean...","start":431.335,"end":431.835,"sentiment":"neutral","sentiment_score":-0.003721624612808227}],"sentiment":"neutral","sentiment_score":-0.003721624612808227,"channel":0,"num_words":1,"start":431.335,"end":431.835},{"sentences":[{"text":"with...","start":431.48,"end":431.8,"sentiment":"neutral","sentiment_score":-0.004355580545961857},{"text":"When it's...","start":431.8,"end":432.2,"sentiment":"neutral","sentiment_score":-0.0016918929759413002},{"text":"The 15% finishes.","start":432.2,"end":433.58,"sentiment":"neutral","sentiment_score":0.022519245743751526}],"sentiment":"neutral","sentiment_score":0.009969728455568353,"channel":1,"num_words":6,"start":431.48,"end":433.58},{"sentences":[{"text":"So after your three month, if I am to extend 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Melanie.","start":662.565,"end":666.34503,"sentiment":"neutral","sentiment_score":0.1303735226392746}],"sentiment":"neutral","sentiment_score":0.025404935799025256,"channel":0,"num_words":29,"start":643.89496,"end":666.34503},{"sentences":[{"text":"If","start":666.645,"end":666.805,"sentiment":"neutral","sentiment_score":0.0043044015765190125}],"sentiment":"neutral","sentiment_score":0.0043044015765190125,"channel":0,"num_words":1,"start":666.645,"end":666.805},{"sentences":[{"text":"But","start":666.715,"end":667.03503,"sentiment":"neutral","sentiment_score":-0.05687759444117546}],"sentiment":"neutral","sentiment_score":-0.05687759444117546,"channel":1,"num_words":1,"start":666.715,"end":667.03503},{"sentences":[{"text":"you want","start":666.805,"end":667.465,"sentiment":"neutral","sentiment_score":-0.07412641681730747}],"sentiment":"neutral","sentiment_score":-0.07412641681730747,"channel":0,"num_words":2,"start":666.805,"end":667.465},{"sentences":[{"text":"but Steve, hang on a 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ridiculous.","start":682.14996,"end":683.05,"sentiment":"negative","sentiment_score":-0.8255104819933573}],"sentiment":"negative","sentiment_score":-0.7597713122765223,"channel":1,"num_words":12,"start":678.87,"end":683.05},{"sentences":[{"text":"Yes.","start":684.64996,"end":685.05,"sentiment":"neutral","sentiment_score":-0.11533679068088531},{"text":"Really understand if you'd like to be canceling your contract with us.","start":685.05,"end":690.885,"sentiment":"neutral","sentiment_score":-0.15777218403915563},{"text":"However, canceling your contract early or having early termination...","start":690.885,"end":696.985,"sentiment":"neutral","sentiment_score":-0.26633594930171967},{"text":"Cancellation of your account will have you pay for an extra, which is the early termination fee given that you're currently in our twenty four months contract.","start":697.605,"end":706.93,"sentiment":"negative","sentiment_score":-0.4009453185178615},{"text":"That's why as much as possible, I am 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this","start":842.47003,"end":844.23,"sentiment":"neutral","sentiment_score":0.027530919760465622}],"sentiment":"neutral","sentiment_score":0.027530919760465622,"channel":0,"num_words":5,"start":842.47003,"end":844.23},{"sentences":[{"text":"it.","start":844.005,"end":844.505,"sentiment":"neutral","sentiment_score":0.03230942413210869}],"sentiment":"neutral","sentiment_score":0.03230942413210869,"channel":1,"num_words":1,"start":844.005,"end":844.505},{"sentences":[{"text":"month, month of of of November, you'll get to still have the 15% discount.","start":844.23,"end":850.63,"sentiment":"neutral","sentiment_score":0.0986362514751298},{"text":"However, by the month of November, we'll be following off the new price on the website, which is the 94¢, which will start your 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for this month of October, instead of paying $76.49, which is the 15% discount from our new standard price, $90,","start":955.92,"end":965.94,"sentiment":"neutral","sentiment_score":0.048453777762396}],"sentiment":"neutral","sentiment_score":0.048453777762396,"channel":0,"num_words":21,"start":955.92,"end":965.94},{"sentences":[{"text":"Okay.","start":966.52,"end":967.02,"sentiment":"neutral","sentiment_score":0.006179723888635635}],"sentiment":"neutral","sentiment_score":0.006179723888635635,"channel":1,"num_words":1,"start":966.52,"end":967.02},{"sentences":[{"text":"as an exception, I'll go ahead and modify it and reflect the same price from your previous plan, which is the 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Melanie?","start":1013.75995,"end":1015.68,"sentiment":"neutral","sentiment_score":0.19248905990804946}],"sentiment":"neutral","sentiment_score":0.18649457395076752,"channel":0,"num_words":9,"start":1011.22504,"end":1015.68},{"sentences":[{"text":"Yeah.","start":1015.455,"end":1015.775,"sentiment":"neutral","sentiment_score":0.09220264106988908}],"sentiment":"neutral","sentiment_score":0.09220264106988908,"channel":1,"num_words":1,"start":1015.455,"end":1015.775},{"sentences":[{"text":"You","start":1015.68,"end":1015.83997,"sentiment":"neutral","sentiment_score":0.06405369937419891}],"sentiment":"neutral","sentiment_score":0.06405369937419891,"channel":0,"num_words":1,"start":1015.68,"end":1015.83997},{"sentences":[{"text":"Yeah.","start":1015.775,"end":1015.935,"sentiment":"neutral","sentiment_score":0.07172466814517975}],"sentiment":"neutral","sentiment_score":0.07172466814517975,"channel":1,"num_words":1,"start":1015.775,"end":1015.935},{"sentences":[{"text":"know 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but...","start":1231.5851,"end":1233.265,"sentiment":"neutral","sentiment_score":-0.3317027787367503},{"text":"Yeah.","start":1233.265,"end":1233.5851,"sentiment":"neutral","sentiment_score":-0.06343191862106323},{"text":"I apologize if I spoke","start":1233.5851,"end":1235.265,"sentiment":"neutral","sentiment_score":-0.09915862679481506}],"sentiment":"neutral","sentiment_score":-0.316730421450403,"channel":1,"num_words":45,"start":1222.13,"end":1235.265},{"sentences":[{"text":"Uh-huh.","start":1234.99,"end":1235.23,"sentiment":"neutral","sentiment_score":-0.0682089626789093},{"text":"No.","start":1235.23,"end":1235.5499,"sentiment":"neutral","sentiment_score":-0.09659743309020996}],"sentiment":"neutral","sentiment_score":-0.08240319788455963,"channel":0,"num_words":2,"start":1234.99,"end":1235.5499},{"sentences":[{"text":"to 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and I really understand it.","start":1237.71,"end":1240.69,"sentiment":"neutral","sentiment_score":0.1097197053687913}],"sentiment":"neutral","sentiment_score":0.1097197053687913,"channel":0,"num_words":7,"start":1237.71,"end":1240.69},{"sentences":[{"text":"Yeah.","start":1240.48,"end":1240.7999,"sentiment":"neutral","sentiment_score":0.25261548161506653},{"text":"Thanks a 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for","start":1265.42,"end":1266.62,"sentiment":"positive","sentiment_score":0.6729796528816223}],"sentiment":"positive","sentiment_score":0.6729796528816223,"channel":0,"num_words":5,"start":1265.42,"end":1266.62},{"sentences":[{"text":"Okay.","start":1266.485,"end":1266.985,"sentiment":"positive","sentiment_score":0.33799856901168823}],"sentiment":"positive","sentiment_score":0.33799856901168823,"channel":1,"num_words":1,"start":1266.485,"end":1266.985},{"sentences":[{"text":"your patience and time and understanding, Melanie.","start":1266.62,"end":1268.86,"sentiment":"positive","sentiment_score":0.5680939384869167},{"text":"Have a great rest of your day.","start":1268.86,"end":1269.98,"sentiment":"positive","sentiment_score":0.7474652869360787},{"text":"Goodbye for now.","start":1269.98,"end":1271.04,"sentiment":"neutral","sentiment_score":0.30274760723114014}],"sentiment":"positive","sentiment_score":0.5951269058620229,"channel":0,"num_words":17,"start":1266.62,"end":1271.04},{"sentences":[{"text":"You too.","start":1271.02,"end":1271.5,"sentiment":"positive","sentiment_score":0.4016585052013397},{"text":"Thank you.","start":1271.5,"end":1271.98,"sentiment":"positive","sentiment_score":0.6590482592582703},{"text":"Bye.","start":1271.98,"end":1272.48,"sentiment":"neutral","sentiment_score":0.3184414505958557}],"sentiment":"positive","sentiment_score":0.4879709959030151,"channel":1,"num_words":5,"start":1271.02,"end":1272.48},{"sentences":[{"text":"Bye bye.","start":1272.7,"end":1273.365,"sentiment":"neutral","sentiment_score":0.023571915924549103}],"sentiment":"neutral","sentiment_score":0.023571915924549103,"channel":0,"num_words":2,"start":1272.7,"end":1273.365}]},"summary":{"result":"success","short":"Melanie calls Thank Airtel to inquire about her payment plan. She is confused about the charges and questions why she is being charged. The agent explains that the price increases are subject to adjustments and offers a 15% discount on her account. The agent assures her that she will receive a discount and tries to convince her to modify her invoice and adjust her bill, but she is confused and asks for clarification. The agent promises to resend the invoice and pay for it."},"intents":{"segments":[{"text":"is is my payment supposed to be a month?","start_word":91,"end_word":99,"intents":[{"intent":"Clarify payment details","confidence_score":0.012957013}]},{"text":"I understand that there was a sudden price increase, Here's what I'm going to do as an exemption, Melanie. Alright?","start_word":382,"end_word":401,"intents":[{"intent":"Apply exemption to discount","confidence_score":0.00081617455}]},{"text":"I was on the plan for 70... 60 or $70 a month for for the next twelve months. I didn't know it was gonna increase. I thought it was just a set amount, but that's what I signed up for. Yeah.","start_word":738,"end_word":778,"intents":[{"intent":"Clarify monthly cost","confidence_score":0.0000057541574}]},{"text":"But she said for twelve months, Mhmm. I sign up on 60 or $70 a month. Like I said, you keep changing the prices on me. We we don't wanna... I mean, we're not changing the prices instantly or constantly, Melanie.","start_word":1020,"end_word":1060,"intents":[{"intent":"Clarify pricing agreement","confidence_score":0.0017112242}]},{"text":"This doesn't make sense because you just sent me a bill two days ago for $66. And I'm questioning that, thinking that that's too high. And now you're telling me $77. I I don't wanna I wanna cancel my contract. This is ridiculous.","start_word":1694,"end_word":1736,"intents":[{"intent":"Resolve billing dispute","confidence_score":0.0075231413}]},{"text":"So the bill I just received two days ago for $66, is that gonna stay the Mhmm. same, or do I need to pay... Is it... Is it gonna be a bit cheaper for me?","start_word":2032,"end_word":2066,"intents":[{"intent":"Clarify bill price and offer discount","confidence_score":0.0021698622},{"intent":"Update invoice","confidence_score":0.02984596}]},{"text":"So my bill's $66 at the moment, but then after... And it's gonna be... Is that... It's gonna be back till November, and then November is gonna go 76. Is that what you're saying? Okay.","start_word":2322,"end_word":2356,"intents":[{"intent":"Confirm bill details","confidence_score":0.004776576}]},{"text":"end of the year, you'll you'll discount it for me, the 15%, which will Yeah.","start_word":2650,"end_word":2664,"intents":[{"intent":"Discount price","confidence_score":0.28323096}]},{"text":"And then next year, it'll go up back to the normal price. Is 90 that what you said? dollars.","start_word":2680,"end_word":2698,"intents":[{"intent":"Clarify price adjustment","confidence_score":0.06687077}]},{"text":"Let me just modify your invoice I'll at... I'll Just I'll just ring one up next... I'll just ring up again next year and query it again. manage.","start_word":2840,"end_word":2867,"intents":[{"intent":"Modify invoice","confidence_score":0.23619878}]},{"text":"I I can... If I could still cater it for you, I can try to communicate with and still ask for another exemption. But, of course, I can... I I couldn't... I I couldn't promise, but at least I'll try. Alright.","start_word":2870,"end_word":2910,"intents":[{"intent":"Communicate with and ask for exemption","confidence_score":0.010338654}]},{"text":"So right after we end this call, I'll go ahead and modify your invoice. I will also resend you the invoice so that you can pay for it anytime Okay.","start_word":2948,"end_word":2977,"intents":[{"intent":"Modify invoice","confidence_score":0.4417392},{"intent":"Resend invoice","confidence_score":0.5528819},{"intent":"Pay invoice","confidence_score":0.18270022}]},{"text":"are valid, and I really understand it. Yeah.","start_word":3145,"end_word":3152,"intents":[{"intent":"Respond to customer's feelings","confidence_score":0.015146066}]},{"text":"As a customer's perspective, there is nothing wrong with that, Melanie. It's Yeah. Yeah. just Okay. normal for you to react that way. Yeah.","start_word":3165,"end_word":3188,"intents":[{"intent":"Help customer","confidence_score":0.0034106555}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Thank Airtel. you.","start_word":0,"end_word":6,"sentiment":"positive","sentiment_score":0.6107612252235413},{"text":"My name is Mary. May I have your name, please? Melanie? Hello, Melanie. Yeah. I just rang you up earlier. How are you doing today?","start_word":7,"end_word":31,"sentiment":"neutral","sentiment_score":0.22334831953048703},{"text":"I'm good. Thanks. That's good to hear.","start_word":32,"end_word":38,"sentiment":"positive","sentiment_score":0.5874488353729248},{"text":"Melanie, we actually received your call yesterday, and I do apologize if I wasn't able to call back yesterday. I was routed to voice mail. But, yeah, this is regarding with your account. Let Yeah. me I'm just just... pull up your account. Yeah. I sort of thought... How much is Mhmm. is is my payment supposed to be a month? Mhmm. Is it supposed to be 60 or 70 or 50? I'm actually not sure. But I'm just wondering why my Yes. payment is 2 something dollars Of at course. the... Yeah. Yeah. And I do apologize for the confusion, Melanie. But to tell you honestly, truth is the invoice that you're currently seeing is correct. It's just that the... We just had a recent price adjustment as due to the increased cost of operating and maintaining the network. So rather than compromising on the service, the small amount of adjustments will help us continue maintaining the network. And I really do apologize if you were not notified earlier. But believe me, I know... We know that that this price increase is never ideal. I o... I am also a customer myself, and I also sometimes ask questions why the sudden price increase. But rest Yes. assured that our goal is to still continue providing you with a reliable service and the support you need. So the... You... The plan... Or the price that you are currently seeing is our new plan. But you still have this 15% discount on your account as part of your service, Yeah. Melanie. That's what I thought. But... So why why am I getting charged $66 then? I'm not sure why... Yes. I I thought it was a a 40 or 50 at the moment until it goes Uh-huh. back to... Yeah. So here's what I'm going to do. Of course, I won't leave you empty handed. I know you're, I mean, an... Our new customer, and you haven't got get longer with Airtel, and we wanna provide you the best service and plans. While Yes. I understand that there was a sudden price increase, Here's what I'm going to do as an exemption, Melanie. Alright? I'll go ahead and apply... Let me go ahead. Let me just review here with your plan. Oh, I see. Okay. So for this one, your discount end date for 15% discount include... Which is included on your contract ends this month, October 31. So for this one, as an exemption, I'd like to offer you an additional two month extension for 15% discount. How's that sound for you? Yeah. That's... That'd be great. Alright. Okay. No worries.","start_word":39,"end_word":479,"sentiment":"neutral","sentiment_score":0.01680461972816731},{"text":"Well, thank you so much for that. I'll make sure that this will be already applied to your next invoice.","start_word":480,"end_word":499,"sentiment":"positive","sentiment_score":0.43802687525749207},{"text":"And So right so now if if it's if it's 15% for the next two months, so how how much would it... Should it be then, the bill? it's going to be actually the same, $76.49. Hold on. So let me just compute it more 70 clearly. $76. I I did... I didn't go on the plans for $76 a month. So I The didn't current the the the... Actually, the current price for 25 MBPS is $90. So we'll get off that 15% discount for no. No.","start_word":500,"end_word":587,"sentiment":"neutral","sentiment_score":-0.023523718118667603},{"text":"No. No. That's not what I was told.","start_word":588,"end_word":595,"sentiment":"negative","sentiment_score":-0.377783715724945},{"text":"When I signed up, it was... I... It was either... I I I thought it was actually $60 a month. So I I wouldn't have signed up for $90 a month. No. No. And I know mhmm. other Yep. people No. No. that... Yeah. Okay. Yeah. So your your previous plan was actually $69 Okay. and 95<unk>. So previously, you had an invoice for $59.46. That's the previous price of the plan, which is $69.95, which is right now starting this month. Yes. The price increase happened. So from $69.95 as the standard price, The price under 25 mbps is now $89.99 or $90. That's why Well, I'll but be I extend... I I I've only been with you guys a couple of months, and it's already gone from 60 to 90. Yeah. Why is that? Like, Yeah. I I thought Mhmm. I was on the plan for 70... 60 or $70 a month for for the next twelve months.","start_word":596,"end_word":755,"sentiment":"neutral","sentiment_score":-0.1180391360539943},{"text":"I didn't know it was gonna increase.","start_word":756,"end_word":762,"sentiment":"negative","sentiment_score":-0.4020652770996094},{"text":"I thought it was just a set amount, but that's what I signed up for. Yeah. I really understand, and I really do appreciate you being honest with me. But, yeah, as I mentioned earlier, this price is made for adjustment as... No. They said... When I signed up for this contract for twelve months, I was told it was either 60 or 70 a month for twelve months. That's what I was told. I wasn't told about any increases. No. They don't... Yeah. I'm I'm... That's why I'm a bit confused why the prices keep going. You keep changing the prices on me, and that's why I'm I'm querying it because... Well, Yeah. I'm we sure who don't... I... Whoever I signed up with, the lady that I spoke to, Mhmm. I'm sure it was $70 a a a month. Well, the most it was. Mhmm. Mhmm. Yeah. The price actually started this month of October. And on your portal as well or on your account, it can be seen that the line up prices is subject or prices might vary depending on Linham networks. That's why your... That's Then not what I signed... That's not that's not what I signed up for. I signed up for a fixed price. If I if I did twelve months, she said to me she would give it to me on 60 or $70 a month for for twelve months. If I signed up for less time, it was more... It was... Then it was, like, $80.90 or something. But she said for twelve months, Mhmm. I sign up on 60 or $70 a month. Like I said, you keep changing the prices on me. We we don't wanna... I mean, we're not changing the prices instantly or constantly, Melanie. It just so happened that the network also... Or the network directly has some changes on their maintenance. So we... As... This is a business. We also want to follow their current prices. So So let me... what what... So I what so what is it... So can you just tell me exactly how much it is for me a month? Like, with mean... with... When it's... The 15% finishes. So after your three month, if I am to extend your 15% discount, it'll go back and... Let me just check here. So that will be... Hold on. It's all loading. Paykel. A u. One moment, please. It's $19 for 25 NBTS, Melanie. If we are 90 to take dollars? off this yeah. No. Did you just say For 20. $90?","start_word":763,"end_word":1191,"sentiment":"neutral","sentiment_score":-0.1197542764750116},{"text":"No. That's not what I signed up for.","start_word":1192,"end_word":1199,"sentiment":"negative","sentiment_score":-0.48250794410705566},{"text":"I'm sorry. I'm just not... I'm just... This is half the reason why I I cracked it at the very beginning, and I didn't wanna sign up because you... Like, I I agreed to something, and then you just kept changing the prices on me.","start_word":1200,"end_word":1244,"sentiment":"neutral","sentiment_score":-0.3263952136039734},{"text":"And and you're doing it again.","start_word":1245,"end_word":1250,"sentiment":"negative","sentiment_score":-0.364938348531723},{"text":"And I'm giving you my card details.","start_word":1251,"end_word":1257,"sentiment":"neutral","sentiment_score":-0.1976139396429062},{"text":"That's not what I signed up for $90 a month.","start_word":1258,"end_word":1267,"sentiment":"negative","sentiment_score":-0.38744065165519714},{"text":"I know I I know somebody that lives next door to me. Yes. It's a $50... 40 or $50 a month. It's the same as what I've got, but through a different company. So I... I'm not... There's no way known.","start_word":1268,"end_word":1308,"sentiment":"neutral","sentiment_score":-0.22140538692474365},{"text":"I I I just know I wouldn't have signed up for $90 a month. It's ridiculous.","start_word":1309,"end_word":1324,"sentiment":"negative","sentiment_score":-0.5798293352127075},{"text":"Think I'm sure it was 60 Yes. or 70 what I I signed up for on a twelve month contract. And then she said if I went to twenty four months, it was gonna be cheaper again. So that's why I'm querying this. Mhmm. I hear you, and I really understand where you're coming from. I think I've Just give got it me even one on sec. an email as the amount that it's supposed to be monthly. So if I if I could find my email and show you that that's what I what I signed up for, I... I'm sure I've got an email The... Well, with the Melanie, contract. yes. That's what you're currently signed up for previously. However, Yeah. on your contract, it also... On your account as well as... This showing that prices might vary depending on the Linham network. It's actually the Linham network who made the changes. It's a major changes in the telecommunication industry. So as one of the ISP, we also would like to, of course, to follow since they're making changes as well on their networks. So everyone here is affected, and please trust me as a customer myself, I'll I'll feel this... I'll feel the same way. It's just so happened that price changes, and you... We have to follow it too.","start_word":1325,"end_word":1547,"sentiment":"neutral","sentiment_score":-0.02386273042770779},{"text":"But rest assured that our goal is to make sure, to provide you with the reliable service and the support that you need.","start_word":1548,"end_word":1570,"sentiment":"positive","sentiment_score":0.4751620292663574},{"text":"That's why as an exemption, I, are for consideration, I am proactively offering a 15% discount additional or an extension to your current plan. Yeah. Okay. But if if my payment is $66 and you and you take 15% off, so that's not that's not $80.90 dollars. Like, that's not... That's $75 but not at the price of 90. So then if you're gonna take 15% off 66, what... How much is that then for the couple of next Mhmm. several months? So for the... And let me just go ahead and check this. Hold on. So that's so that's going to be $76.50. So that's 15% discount of 90%, Melanie. If But you want but Steve, hang on a minute. Hang on.","start_word":1571,"end_word":1693,"sentiment":"neutral","sentiment_score":0.04997377374731913},{"text":"This doesn't make sense because you just sent me a bill two days ago for $66. And I'm questioning that, thinking that that's too high. And now you're telling me $77. I I don't wanna I wanna cancel my contract. This is ridiculous.","start_word":1694,"end_word":1736,"sentiment":"negative","sentiment_score":-0.6175596117973328},{"text":"Yes. Really understand if you'd like to be canceling your contract with us.","start_word":1737,"end_word":1749,"sentiment":"neutral","sentiment_score":-0.14667342603206637},{"text":"However, canceling your contract early or having early termination... Cancellation of your account will have you pay for an extra, which is the early termination fee given that you're currently in our twenty four months contract.","start_word":1750,"end_word":1785,"sentiment":"negative","sentiment_score":-0.3533705472946167},{"text":"That's why as much as possible, I am giving you the best offer right now, Melanie.","start_word":1786,"end_word":1801,"sentiment":"neutral","sentiment_score":0.06850618869066238},{"text":"I'm I'm I not can I'm also not offer I'm not in the twenty four months contract.","start_word":1802,"end_word":1818,"sentiment":"negative","sentiment_score":-0.4106546640396118},{"text":"I'm in the twelve months contract as far as I know.","start_word":1819,"end_word":1829,"sentiment":"neutral","sentiment_score":-0.2449038922786713},{"text":"You keep telling me different things. This is what I don't like. I mean, I I I don't understand why you keep changing the prices on me. So even at $75, that's ridiculous.","start_word":1830,"end_word":1862,"sentiment":"negative","sentiment_score":-0.6310031414031982},{"text":"Melanie, I haven't we paid don't... one I Yeah. haven't I'm paid sorry. one But... bill that's been $70. I haven't paid one bill that that that amount. And you're telling me that's the amount which is 10% off. My bill's $66. And take 15% off $66 Mhmm. is not $75. The previous amount... I mean, to correct Melanie, we're seeing... I'm seeing here right now that on your account, you're under with twenty four month contract. And to also correct, we don't change price constantly. It just so happened that when you signed up with us, you still get a chance to get the get the... Or previous prices, which is in the lower price. However, since there was an... Or changes in the price, which is just started this month. So this is actually the first time that Airtel or some ISP or Internet or telecommunication changes their prices as there was a major Okay. So the changes bill that as the... well with the network. Okay. So the bill I just received two days ago for $66, is that gonna stay the Mhmm. same, or do I need to pay... Is it... Is it gonna be a bit cheaper for me? So it needs to be 15% off, or what's what's happening then? Mhmm. Because I Melanie... received it. Yeah. So as I mentioned earlier, I'll be offering you 15% discount from the new price, which is the 90%. With your current invoice for October, as an exception, I could still go ahead and go back your price for I'm $59.46. reading And then right after this it. month, month of of of November, you'll get to still have the 15% discount. However, by the month of November, we'll be following off the new price on the website, which is the 94<unk>, which will start your $76.49, Okay. discounted from $90. Alright. And that will start in November. Is that what you said? No. What was that? I'm sorry? Did you just say that'll be from November? Yes. And Okay. this month of October, I'll make an exemption Okay. on your account only. I'm not... Trust me, I don't really offer this and pro... Give this to some customer. It just so happened that I know Yeah. you at... What... I mean, the moment that you come with us. That's why I'm offering you this... I Alright. mean, new... I mean, from preview... Your your previous plan. So right now, Yeah. if you want me to proceed by that, just let me know so that I can modify your invoice, right now so that you can make a payment anytime before your due date.","start_word":1863,"end_word":2311,"sentiment":"neutral","sentiment_score":-0.04001279136701124},{"text":"I'm I'm just still confused about what you... What you're saying.","start_word":2311,"end_word":2322,"sentiment":"negative","sentiment_score":-0.5111238360404968},{"text":"So my bill's $66 at the moment, but then after... And it's gonna be... Is that... It's gonna be back till November, and then November is gonna go 76. Is that what you're saying? Okay. Just give me one moment. So your... The plan that you recently signed up for for the previous price was $69.95. So $69. what Yeah. what... I thought it was... Yeah. Okay. So... Yeah. Uh-huh. So what you paid for the last two months has a 15% discount that only... Which has a total of $59.46. Yeah. Righto. Right? Yeah. Yeah. So for this month of October, instead of paying $76.49, which is the 15% discount from our new standard price, $90, Okay. as an exception, I'll go ahead and modify it and reflect the same price from your previous plan, which is the $59.46, Yeah. which Okay. is the discounted price for the $69.95. But setting your expectation after this month, which is starting from November November December, the 15% discount will be this... I mean, will be will be... I mean, we're gonna use the new standard plan, which is the $90. So that's $76.49 Okay. Alright. a week. Is that okay now with you, Melanie? Yeah. You Yeah. know what? Yeah. I am... I'll make Yeah. sure to give you the best offer today. Alright. So $76 a month, it'll be after November. Is that what you mean? Is that what you're saying? But but at the moment, it's... Yeah. At the month of November, your bill of $76.49 will start. And then after your discounted price... Let me just check here until when is your discounted price for 15%. Oh, yeah. Actually, today... I mean, October is your end of discount, so I'll go ahead and extend it for at two months into... You will be modifying your invoice for October. So you... At the start of So November then... and December, you... Yes. Okay. So it's... To the Yeah. end of the year, you'll you'll discount it for me, the 15%, which will Yeah. be which will be 66 or 76. It's $76 and Okay. 49<unk>. Okay. Alright. Okay. And then next year, it'll go up back to the normal price. Is 90 that what you said? dollars. Yes. Melanie. Well, trust me... I mean, That's that's because that's an extra $20 amount. Like, there's a lot... There's a... It's a big increase when it's $70... $69, and then then it's gone up to $90. Like, yeah. that's I $20. I I mhmm. Yeah. I really understand where you're coming from. When I saw this myself, I know that this price is going to be... You know, we we... I'm sure that I'm also sure that we will receive such inquiry about their prices, but the Yeah. adjustment was made for... You know, because the increased network costs. Okay. Alright. Yeah. Okay. So that's I'll why. I'll I'll I'll let you do, yeah, that bit for me, and then I'll I'll see... Yeah. Mhmm. I'll look at the invoice now properly, and I can see. Okay. Sure. No worries. Let me just modify your invoice I'll at... I'll Just I'll just ring one up next... I'll just ring up again next year and query it again. manage. Well, Yeah? I I can... If I could still cater it for you, I can try to communicate with and still ask for another exemption. But, of course, I can... I I couldn't... I I couldn't promise, but at least I'll try. Alright. I I will try. But for Okay.","start_word":2321,"end_word":2919,"sentiment":"neutral","sentiment_score":0.008070395619045627},{"text":"now, Thank this is you.","start_word":2919,"end_word":2924,"sentiment":"positive","sentiment_score":0.37503764033317566},{"text":"the offer that I could offer to you, Melanie. That's okay.","start_word":2924,"end_word":2935,"sentiment":"neutral","sentiment_score":0.301006942987442},{"text":"Alright. Thank you very much.","start_word":2935,"end_word":2940,"sentiment":"positive","sentiment_score":0.5072515606880188},{"text":"Okay. Sure. No Okay. worries. Alright. If... Yeah. Alright. So right after we end this call, I'll go ahead and modify your invoice. I will also resend you the invoice so that you can pay for it anytime Okay. until or before the due date. And your 15% discount from the new standard price will start Mhmm. November and December. Okay. And what's your name again? My name is Mary. If you Mary. can still remember I... my name. Oh, I've I've phoned to a few people, and and I just... I get a bit confused. I'm just trying to be a bit more calm because I know for a while, I first signed out, I was a bit I was a bit annoyed because I've been homeless for three months, and I was just a bit... Mhmm. I just moved into my place. And Mhmm.","start_word":2940,"end_word":3084,"sentiment":"neutral","sentiment_score":-0.05752695249072436},{"text":"I I was I was just really just tired, and I was just struggling with a lot because I I I just moved out of living out of my car.","start_word":3085,"end_word":3114,"sentiment":"negative","sentiment_score":-0.3586154580116272},{"text":"So I was just a bit stressed out, but... Yeah. I apologize if I spoke Uh-huh. No. to you. No. No. No worries. Anybody You're fine. else... Your feelings Yeah. are valid, and I really understand it. Yeah.","start_word":3115,"end_word":3152,"sentiment":"neutral","sentiment_score":-0.06664778292179108},{"text":"Thanks a lot.","start_word":3153,"end_word":3155,"sentiment":"positive","sentiment_score":0.3577188551425934},{"text":"Alright. And Okay. as a Yeah. customer's per... Yeah. As a customer's perspective, there is nothing wrong with that, Melanie. It's Yeah. Yeah. just Okay. normal for you to react that way. Yeah. Yeah. Yeah. No. I know it's sad, but a few times I've got a bit I got a bit angry, and I just hang up. I think of it. I'll I'll make it. Yeah. I've I've settled I've settled a bit better now. I just, yeah, I just spent the time, like I said, because I was home. Yeah. I was not stressed out. So... But I'm okay now. Alright. Okay. Yeah. Okay.","start_word":3156,"end_word":3261,"sentiment":"neutral","sentiment_score":0.007583622820675373},{"text":"Thanks Thanks, for Hassan, returning Melanie.","start_word":3262,"end_word":3267,"sentiment":"positive","sentiment_score":0.7023285627365112},{"text":"my call.","start_word":3268,"end_word":3269,"sentiment":"neutral","sentiment_score":0.32917818427085876},{"text":"That's fine. Thank Okay. you so much again for Okay. your patience and time and understanding, Melanie. Have a great rest of your day.","start_word":3270,"end_word":3293,"sentiment":"positive","sentiment_score":0.5940588712692261},{"text":"Goodbye for now.","start_word":3294,"end_word":3296,"sentiment":"neutral","sentiment_score":0.3077726364135742},{"text":"You too. Thank you.","start_word":3297,"end_word":3300,"sentiment":"positive","sentiment_score":0.522466778755188},{"text":"Bye. Bye bye.","start_word":3301,"end_word":3303,"sentiment":"neutral","sentiment_score":0.21942666172981265}],"average":{"sentiment":"neutral","sentiment_score":-0.047883724122737795}}}}