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My name is Melissa Basida. My email address is melissa@airtel.net.au. Basida? If it doesn't show Basida, Ignacio. Yeah. So, technically, one of our customer made the payment via BPAY last 07/21/2026. So, normally, BPAY payments are reflected on our c within one to three business days. However, in this case, until up today, the amount is not yet showing. So yeah. It's one moment. Let me go back to the proof of payment he sent. Cameron, k a m e r o n. The last name is Kleease, k l e a s e. Yes. One moment. Should I have tried this correct? 467902 and then 203918 yes. 18735. Thank you. Yes. That's correct. What they have sent me, it's like a proof of payment showing the amount, the date, and the biller code, and the CRN. And this biller code reference number that they have used are the details that we're using to all customers. It's included from our invoice. Okay. Sure. I could do that. Which which email address? Okay. Thank you. And, also, I just wanted to get your suggestion. It's also better to get an update from the customer from their bank ends, right, to check the status of this amount? Mhmm. Yeah. Because I'm thinking even though the reason for this is non sufficient fund, it should show on our record, right, due to insufficient funds, something like that same as dues to our customer. No. It doesn't show. No footprint at all, the reason why I reached out, guys. Because other customers, BPA are not going through, but it does show on our report. It says insufficient funds, invalid transactions, something like that. But this one, it's mhmm. Mm-mm. Okay. That's the thing about bPay. But, anyway, I appreciate your help today, Bridgette. I'll send over the purple payment to you guys, and that way, I could double check. And then also, I'm awaiting a response from our customer as well about this. Alright. Thank you so much, Bridgette. Have a good one. Thank you. 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Perchett. Good morning. This is Melissa from Airtel accounts department. I'm trying to get on hold to a department who could assist me in reference to a BP payments. Okay.\n\nSure. My name is Melissa Basida. My email address is melissa@airtel.net.au. Basida? If it doesn't show Basida, Ignacio.\n\nYeah. So, technically, one of our customer made the payment via BPAY last 07/21/2026. So, normally, BPAY payments are reflected on our c within one to three business days. However, in this case, until up today, the amount is not yet showing. So yeah.\n\nIt's one moment. Let me go back to the proof of payment he sent. Cameron, k a m e r o n. The last name is Kleease, k l e a s e. Yes.\n\nOne moment. Should I have tried this correct? 467902 and then 203918 yes. 18735. Thank you.\n\nYes. That's correct. What they have sent me, it's like a proof of payment showing the amount, the date, and the biller code, and the CRN. And this biller code reference number that they have used are the details that we're using to all customers. It's included from our invoice.\n\nOkay. Sure. I could do that. Which which email address? Okay.\n\nThank you. And, also, I just wanted to get your suggestion. It's also better to get an update from the customer from their bank ends, right, to check the status of this amount? Mhmm. Yeah.\n\nBecause I'm thinking even though the reason for this is non sufficient fund, it should show on our record, right, due to insufficient funds, something like that same as dues to our customer. No. It doesn't show. No footprint at all, the reason why I reached out, guys. Because other customers, BPA are not going through, but it does show on our report.\n\nIt says insufficient funds, invalid transactions, something like that. But this one, it's mhmm. Mm-mm. Okay. That's the thing about bPay.\n\nBut, anyway, I appreciate your help today, Bridgette. I'll send over the purple payment to you guys, and that way, I could double check. And then also, I'm awaiting a response from our customer as well about this. Alright. Thank you so much, Bridgette.\n\nHave a good one. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Perchett.","start":71.435005,"end":72.255005,"sentiment":"neutral","sentiment_score":0.15524835139513016},{"text":"Good morning.","start":72.395004,"end":73.115005,"sentiment":"neutral","sentiment_score":0.3207284212112427},{"text":"This is Melissa from Airtel accounts department.","start":73.115005,"end":76.015,"sentiment":"neutral","sentiment_score":0.19355763282094682},{"text":"I'm trying to get on hold to a department who could assist me in reference to a BP payments.","start":76.955,"end":82.175,"sentiment":"neutral","sentiment_score":0.12559210881590843},{"text":"Okay.","start":90.4,"end":90.9,"sentiment":"neutral","sentiment_score":0.0536855086684227}],"sentiment":"neutral","sentiment_score":0.15312234035903408,"num_words":31,"start":71.435005,"end":90.9},{"sentences":[{"text":"Sure.","start":90.96,"end":91.28,"sentiment":"neutral","sentiment_score":0.06903299689292908},{"text":"My name is Melissa 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invoice.","start":258.32,"end":260.34,"sentiment":"neutral","sentiment_score":0.051089418679475786}],"sentiment":"neutral","sentiment_score":0.0452896698564291,"num_words":50,"start":227.53,"end":260.34},{"sentences":[{"text":"Okay.","start":283.28998,"end":283.77,"sentiment":"neutral","sentiment_score":0.047483980655670166},{"text":"Sure.","start":283.77,"end":284.09,"sentiment":"neutral","sentiment_score":0.10560721158981325},{"text":"I could do that.","start":284.09,"end":284.99,"sentiment":"neutral","sentiment_score":0.07209949009120464},{"text":"Which which email address?","start":285.12997,"end":286.99,"sentiment":"neutral","sentiment_score":-0.06664799526333809},{"text":"Okay.","start":293.625,"end":294.125,"sentiment":"neutral","sentiment_score":0.153538778424263}],"sentiment":"neutral","sentiment_score":0.029857813634655693,"num_words":11,"start":283.28998,"end":294.125},{"sentences":[{"text":"Thank you.","start":294.425,"end":295.165,"sentiment":"positive","sentiment_score":0.4917314499616623},{"text":"And, also, I just wanted to get your suggestion.","start":295.385,"end":299.165,"sentiment":"neutral","sentiment_score":0.17632592966159186},{"text":"It's also better to get an update from the customer from their bank ends, right, to check the status of this amount?","start":299.305,"end":306.61,"sentiment":"neutral","sentiment_score":0.27894202348860825},{"text":"Mhmm.","start":312.03,"end":312.53,"sentiment":"neutral","sentiment_score":0.10806625336408617},{"text":"Yeah.","start":318.92502,"end":319.165,"sentiment":"neutral","sentiment_score":0.05771926790475845}],"sentiment":"neutral","sentiment_score":0.2535116087113108,"num_words":35,"start":294.425,"end":319.165},{"sentences":[{"text":"Because I'm thinking even though the reason for this is non sufficient fund, it should show on our record, right, due to insufficient funds, something like that same as dues to our customer.","start":319.165,"end":330.63,"sentiment":"neutral","sentiment_score":-0.18919043683192946},{"text":"No.","start":331.25,"end":331.41,"sentiment":"neutral","sentiment_score":-0.19947271049022677},{"text":"It doesn't show.","start":331.41,"end":332.38998,"sentiment":"neutral","sentiment_score":-0.18766327699025473},{"text":"No footprint at all, the reason why I reached out, guys.","start":332.93,"end":336.22998,"sentiment":"neutral","sentiment_score":-0.17710457064888693},{"text":"Because other customers, BPA are not going through, but it does show on our report.","start":336.29,"end":341.255,"sentiment":"neutral","sentiment_score":-0.11282448569933573}],"sentiment":"neutral","sentiment_score":-0.1689883257070231,"num_words":63,"start":319.165,"end":341.255},{"sentences":[{"text":"It says insufficient funds, invalid transactions, something like that.","start":341.395,"end":345.235,"sentiment":"neutral","sentiment_score":-0.1525546924935447},{"text":"But this one, it's mhmm.","start":345.235,"end":353.57498,"sentiment":"neutral","sentiment_score":-0.11691257730126381},{"text":"Mm-mm.","start":365.23,"end":365.73,"sentiment":"neutral","sentiment_score":-0.2631346881389618},{"text":"Okay.","start":376.86502,"end":377.345,"sentiment":"neutral","sentiment_score":-0.03352280706167221},{"text":"That's the thing about bPay.","start":377.345,"end":378.805,"sentiment":"neutral","sentiment_score":0.038333855313248934}],"sentiment":"neutral","sentiment_score":-0.09821634940869574,"num_words":21,"start":341.395,"end":378.805},{"sentences":[{"text":"But, anyway, I appreciate your help today, Bridgette.","start":378.86502,"end":382.24,"sentiment":"positive","sentiment_score":0.34110133815556765},{"text":"I'll send over the purple payment to you guys, and that way, I could double check.","start":382.24,"end":388.08,"sentiment":"neutral","sentiment_score":0.3124550487846136},{"text":"And then also, I'm awaiting a response from our customer as well about this.","start":388.08,"end":393.16495,"sentiment":"neutral","sentiment_score":0.17084250705582754},{"text":"Alright.","start":394.84494,"end":395.34494,"sentiment":"neutral","sentiment_score":0.2151517868041992},{"text":"Thank you so much, Bridgette.","start":397.88495,"end":399.74493,"sentiment":"positive","sentiment_score":0.8626968026161194}],"sentiment":"neutral","sentiment_score":0.3329209632832896,"num_words":44,"start":378.86502,"end":399.74493},{"sentences":[{"text":"Have a good one.","start":399.80496,"end":400.86496,"sentiment":"positive","sentiment_score":0.6378356218338013},{"text":"Thank you.","start":401.64496,"end":402.20496,"sentiment":"positive","sentiment_score":0.6768574714660645},{"text":"Bye.","start":402.20496,"end":402.70496,"sentiment":"neutral","sentiment_score":-0.09304431825876236}],"sentiment":"positive","sentiment_score":0.5445733017155102,"num_words":7,"start":399.80496,"end":402.70496}]}}]},{"alternatives":[{"transcript":"Thank you for calling Worldpay for Platforms. Please note your call may be recorded for training or security purposes. If you know the extension of the person you wish to speak to, please dial it now. Otherwise, for sales, please press 2. For client success or account management, please press 3. For general inquiries, please press 4. To hear these options again, please press 5. Thank you. Thank you for calling Worldpay for Platforms. Please note your call may be recorded for training or security purposes. If you know the extension of the person you wish to speak to, please dial it now. Otherwise, for sales, please press 2. For client success for account management, please press 3. For general inquiries, please press 4. To hear these options again, please press 5. Thank you. Good morning. Welcome to Well Pay for Platform. You're speaking with Bridget. Okay. Yeah. I should be able to help you out with that. Melissa, am I just able to confirm your last name and your email address, please? No worries. What was your last name again? Sorry, Melissa. Yeah. We sort of did not share that. Okay. So what is the BPAY thing that you're needing help with? Mhmm. Okay. Okay. What was that payer's name? K. Okay. Yeah. It's definitely not showing in our system. Do you know the BPAY biller code and CRM that they used? Sorry. Sorry. 2039. Let me search that for my system and see if we've got anything that's connecting back to that CRM. Oh, good. Okay. I can't find anything with that CRM in my system. So it was 203918735. Okay. That's definitely not showing back in my system anywhere, and I've looked back to the beginning of the year. So do they have a, like, a receipt of that BPAY payment or anything like that? Yes. Yes. Okay. Would you be able to send that screenshot through to us? And I can get my processing team to have a bit more of a look and see if they can see anything more. But I'm not seeing that transaction anywhere in our system. I'm sorry. Yeah. If you send it through to admin@worldpayforplatforms.com. Yeah. Probably also a good idea to reach out to the payer and get them to follow it up with their bank as well because yeah. Or or, yeah, their bank will be able to follow-up with BPAY and see where that money is. Oh, sorry. Is it saying insufficient funds? Okay. Not for b transactions. No. So bPay transactions kind of can't be rejected because the pay is pushing them from their bank account. So if there's not enough money in that account to make the payment, they will immediately see that after they try and make that payment. Their bank will stop because they process it and say, no. You can't have that you can't do that payment because it's invalid. You know, there's insufficient funds or the this, that, the other reason. Yeah. Yep. Yep. Perfect. No worries. I'll let you know as soon as I hear someone back on that one. Okay. Have a good day. 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you for calling Worldpay for Platforms. Please note your call may be recorded for training or security purposes. If you know the extension of the person you wish to speak to, please dial it now. Otherwise, for sales, please press 2. For client success or account management, please press 3.\n\nFor general inquiries, please press 4. To hear these options again, please press 5. Thank you. Thank you for calling Worldpay for Platforms. Please note your call may be recorded for training or security purposes.\n\nIf you know the extension of the person you wish to speak to, please dial it now. Otherwise, for sales, please press 2. For client success for account management, please press 3. For general inquiries, please press 4. To hear these options again, please press 5.\n\nThank you. Good morning. Welcome to Well Pay for Platform. You're speaking with Bridget. Okay.\n\nYeah. I should be able to help you out with that. Melissa, am I just able to confirm your last name and your email address, please? No worries. What was your last name again?\n\nSorry, Melissa. Yeah. We sort of did not share that. Okay. So what is the BPAY thing that you're needing help with?\n\nMhmm. Okay. Okay. What was that payer's name? K.\n\nOkay. Yeah. It's definitely not showing in our system. Do you know the BPAY biller code and CRM that they used? Sorry.\n\nSorry. 2039. Let me search that for my system and see if we've got anything that's connecting back to that CRM. Oh, good. Okay.\n\nI can't find anything with that CRM in my system. So it was 203918735. Okay. That's definitely not showing back in my system anywhere, and I've looked back to the beginning of the year. So do they have a, like, a receipt of that BPAY payment or anything like that?\n\nYes. Yes. Okay. Would you be able to send that screenshot through to us? And I can get my processing team to have a bit more of a look and see if they can see anything more.\n\nBut I'm not seeing that transaction anywhere in our system. I'm sorry. Yeah. If you send it through to admin@worldpayforplatforms.com. Yeah.\n\nProbably also a good idea to reach out to the payer and get them to follow it up with their bank as well because yeah. Or or, yeah, their bank will be able to follow-up with BPAY and see where that money is. Oh, sorry. Is it saying insufficient funds? Okay.\n\nNot for b transactions. No. So bPay transactions kind of can't be rejected because the pay is pushing them from their bank account. So if there's not enough money in that account to make the payment, they will immediately see that after they try and make that payment. Their bank will stop because they process it and say, no.\n\nYou can't have that you can't do that payment because it's invalid. You know, there's insufficient funds or the this, that, the other reason. Yeah. Yep. Yep.\n\nPerfect. No worries. I'll let you know as soon as I hear someone back on that one. Okay. Have a good day.\n\nBye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Worldpay for Platforms.","start":0.16,"end":1.86,"sentiment":"positive","sentiment_score":0.3665236915860857},{"text":"Please note your call may be recorded for training or security purposes.","start":2.24,"end":5.7,"sentiment":"neutral","sentiment_score":-0.00004074163734912872},{"text":"If you know the extension of the person you wish to speak to, please dial it now.","start":6.24,"end":10.34,"sentiment":"neutral","sentiment_score":0.013368027503876126},{"text":"Otherwise, for sales, please press 2.","start":10.8,"end":13.219999,"sentiment":"neutral","sentiment_score":-0.007835871850450834},{"text":"For client success or account management, please press 3.","start":13.485,"end":16.465,"sentiment":"neutral","sentiment_score":0.024388939142227173}],"sentiment":"neutral","sentiment_score":0.058135659415640084,"num_words":51,"start":0.16,"end":16.465},{"sentences":[{"text":"For general inquiries, please press 4.","start":16.845,"end":19.105,"sentiment":"neutral","sentiment_score":0.003526876059671243},{"text":"To hear these options again, please press 5.","start":19.244999,"end":21.744999,"sentiment":"neutral","sentiment_score":0.006283275433816016},{"text":"Thank you.","start":22.125,"end":22.865,"sentiment":"neutral","sentiment_score":0.18289656937122345},{"text":"Thank you for calling Worldpay for Platforms.","start":30.689999,"end":32.71,"sentiment":"neutral","sentiment_score":0.17471832462719508},{"text":"Please note your call may be recorded for training or security purposes.","start":33.09,"end":36.55,"sentiment":"neutral","sentiment_score":-0.0007890686392784119}],"sentiment":"neutral","sentiment_score":0.04716514420828649,"num_words":35,"start":16.845,"end":36.55},{"sentences":[{"text":"If you know the extension of the person you wish to speak to, please dial it now.","start":37.09,"end":41.19,"sentiment":"neutral","sentiment_score":0.01271701856132816},{"text":"Otherwise, for sales, please press 2.","start":41.655003,"end":43.995003,"sentiment":"neutral","sentiment_score":-0.001192428171634674},{"text":"For client success for account management, please press 3.","start":44.215,"end":47.355,"sentiment":"neutral","sentiment_score":0.02457880187365744},{"text":"For general inquiries, please press 4.","start":47.575,"end":49.835,"sentiment":"neutral","sentiment_score":0.012385066598653793},{"text":"To hear these options again, please press 5.","start":49.975,"end":52.555,"sentiment":"neutral","sentiment_score":0.013943230849690735}],"sentiment":"neutral","sentiment_score":0.013393482820981222,"num_words":46,"start":37.09,"end":52.555},{"sentences":[{"text":"Thank you.","start":52.855,"end":53.43,"sentiment":"neutral","sentiment_score":0.18001949787139893},{"text":"Good morning.","start":66.655,"end":67.215,"sentiment":"neutral","sentiment_score":0.25218265503644943},{"text":"Welcome to Well Pay for Platform.","start":67.215,"end":68.735,"sentiment":"neutral","sentiment_score":0.23549697548151016},{"text":"You're speaking with Bridget.","start":68.735,"end":69.954994,"sentiment":"neutral","sentiment_score":0.15180808678269386},{"text":"Okay.","start":83.7,"end":84.02,"sentiment":"neutral","sentiment_score":0.13846413791179657}],"sentiment":"neutral","sentiment_score":0.20153884291648866,"num_words":15,"start":52.855,"end":84.02},{"sentences":[{"text":"Yeah.","start":84.02,"end":84.259995,"sentiment":"neutral","sentiment_score":0.17976370453834534},{"text":"I should be able to help you out with that.","start":84.259995,"end":86.119995,"sentiment":"positive","sentiment_score":0.3451903581619263},{"text":"Melissa, am I just able to confirm your last name and your email address, please?","start":86.579994,"end":90.119995,"sentiment":"neutral","sentiment_score":0.11318817387024561},{"text":"No worries.","start":100.045,"end":100.605,"sentiment":"neutral","sentiment_score":0.02681638114154339},{"text":"What was your last name again?","start":100.605,"end":101.565,"sentiment":"neutral","sentiment_score":-0.02428441246350606}],"sentiment":"neutral","sentiment_score":0.15404165240333362,"num_words":34,"start":84.02,"end":101.565},{"sentences":[{"text":"Sorry, Melissa.","start":101.565,"end":102.385,"sentiment":"neutral","sentiment_score":-0.12125959247350693},{"text":"Yeah.","start":108.100006,"end":108.26,"sentiment":"neutral","sentiment_score":-0.27127018570899963},{"text":"We sort of did not share that.","start":108.26,"end":109.8,"sentiment":"negative","sentiment_score":-0.3921926404748644},{"text":"Okay.","start":109.94,"end":110.44,"sentiment":"neutral","sentiment_score":-0.1289273500442505},{"text":"So what is the BPAY thing that you're needing help with?","start":110.9,"end":115.96,"sentiment":"neutral","sentiment_score":-0.08680584180084142}],"sentiment":"neutral","sentiment_score":-0.19740588471970774,"num_words":22,"start":101.565,"end":115.96},{"sentences":[{"text":"Mhmm.","start":122.475,"end":122.975,"sentiment":"neutral","sentiment_score":-0.08619588613510132},{"text":"Okay.","start":129.9225,"end":130.4225,"sentiment":"neutral","sentiment_score":-0.10995246469974518},{"text":"Okay.","start":140.56999,"end":141.06999,"sentiment":"neutral","sentiment_score":-0.09006398916244507},{"text":"What was that payer's name?","start":141.12999,"end":142.67,"sentiment":"neutral","sentiment_score":-0.09111524522304534},{"text":"K.","start":161.38501,"end":161.88501,"sentiment":"neutral","sentiment_score":0.003971716854721308}],"sentiment":"neutral","sentiment_score":-0.081979649917533,"num_words":9,"start":122.475,"end":161.88501},{"sentences":[{"text":"Okay.","start":173.17,"end":173.65,"sentiment":"neutral","sentiment_score":-0.013377683237195017},{"text":"Yeah.","start":173.65,"end":173.89,"sentiment":"neutral","sentiment_score":-0.10399787873029707},{"text":"It's definitely not showing in our system.","start":173.89,"end":175.48999,"sentiment":"negative","sentiment_score":-0.5128760380404336},{"text":"Do you know the BPAY biller code and CRM that they used?","start":175.48999,"end":179.025,"sentiment":"neutral","sentiment_score":-0.2074528063337008},{"text":"Sorry.","start":195.73999,"end":196.23999,"sentiment":"neutral","sentiment_score":-0.08887948095798492}],"sentiment":"neutral","sentiment_score":-0.2857191356914965,"num_words":22,"start":173.17,"end":196.23999},{"sentences":[{"text":"Sorry.","start":196.29999,"end":196.78,"sentiment":"neutral","sentiment_score":-0.07285979390144348},{"text":"2039.","start":196.78,"end":198.31999,"sentiment":"neutral","sentiment_score":-0.01984965428709984},{"text":"Let me search that for my system and see if we've got anything that's connecting back to that CRM.","start":209.19499,"end":214.095,"sentiment":"neutral","sentiment_score":-0.007350007072091103},{"text":"Oh, good.","start":216.715,"end":217.455,"sentiment":"neutral","sentiment_score":0.24996256828308105},{"text":"Okay.","start":218.49,"end":218.73,"sentiment":"neutral","sentiment_score":-0.012003321200609207}],"sentiment":"neutral","sentiment_score":0.010648426366969943,"num_words":24,"start":196.29999,"end":218.73},{"sentences":[{"text":"I can't find anything with that CRM in my system.","start":218.73,"end":221.37,"sentiment":"neutral","sentiment_score":-0.25239617228507993},{"text":"So it was 203918735.","start":221.37,"end":226.67,"sentiment":"neutral","sentiment_score":-0.0716906450688839},{"text":"Okay.","start":229.13,"end":229.45,"sentiment":"neutral","sentiment_score":0.001125231385231018},{"text":"That's definitely not showing back in my system anywhere, and I've looked back to the beginning of the year.","start":229.45,"end":233.87,"sentiment":"neutral","sentiment_score":-0.20529559372287048},{"text":"So do they have a, like, a receipt of that BPAY payment or anything like that?","start":235.71501,"end":240.85501,"sentiment":"neutral","sentiment_score":-0.07802953594364226}],"sentiment":"neutral","sentiment_score":-0.1591737585514784,"num_words":50,"start":218.73,"end":240.85501},{"sentences":[{"text":"Yes.","start":259.29,"end":259.79,"sentiment":"neutral","sentiment_score":0.06805699318647385},{"text":"Yes.","start":261.37,"end":261.87,"sentiment":"neutral","sentiment_score":0.07557056844234467},{"text":"Okay.","start":265.685,"end":266.185,"sentiment":"neutral","sentiment_score":0.09919916093349455},{"text":"Would you be able to send that screenshot through to us?","start":270.245,"end":274.085,"sentiment":"neutral","sentiment_score":0.11739143526012247},{"text":"And I can get my processing team to have a bit more of a look and see if they can see anything more.","start":274.085,"end":278.76,"sentiment":"neutral","sentiment_score":0.03876809711041658}],"sentiment":"neutral","sentiment_score":0.06556212821522274,"num_words":37,"start":259.29,"end":278.76},{"sentences":[{"text":"But I'm not seeing that transaction anywhere in our system.","start":279.38,"end":282.28,"sentiment":"negative","sentiment_score":-0.3710299074649811},{"text":"I'm sorry.","start":284.58002,"end":285.16,"sentiment":"neutral","sentiment_score":-0.08070646971464157},{"text":"Yeah.","start":287.38,"end":287.7,"sentiment":"neutral","sentiment_score":0.015578151680529118},{"text":"If you send it through to admin@worldpayforplatforms.com.","start":287.7,"end":291.525,"sentiment":"neutral","sentiment_score":0.018709522805043628},{"text":"Yeah.","start":305.94,"end":306.44,"sentiment":"neutral","sentiment_score":0.15816308557987213}],"sentiment":"neutral","sentiment_score":-0.16985733891349464,"num_words":21,"start":279.38,"end":306.44},{"sentences":[{"text":"Probably also a good idea to reach out to the payer and get them to follow it up with their bank as well because yeah.","start":306.5,"end":314.26,"sentiment":"neutral","sentiment_score":0.29228688299655914},{"text":"Or or, yeah, their bank will be able to follow-up with BPAY and see where that money is.","start":314.26,"end":319.48,"sentiment":"neutral","sentiment_score":0.11205981423457463},{"text":"Oh, sorry.","start":328.39502,"end":329.035,"sentiment":"neutral","sentiment_score":-0.18440701067447662},{"text":"Is it saying insufficient funds?","start":329.035,"end":330.73502,"sentiment":"neutral","sentiment_score":-0.15732467770576478},{"text":"Okay.","start":336.72,"end":337.22,"sentiment":"neutral","sentiment_score":-0.0757368728518486}],"sentiment":"neutral","sentiment_score":0.15868773428248426,"num_words":51,"start":306.5,"end":337.22},{"sentences":[{"text":"Not for b transactions.","start":345.68002,"end":347.14,"sentiment":"neutral","sentiment_score":-0.10439176484942436},{"text":"No.","start":347.68002,"end":348.16,"sentiment":"neutral","sentiment_score":-0.17278464138507843},{"text":"So bPay transactions kind of can't be rejected because the pay is pushing them from their bank account.","start":348.16,"end":356.51498,"sentiment":"neutral","sentiment_score":-0.24564741551876068},{"text":"So if there's not enough money in that account to make the payment, they will immediately see that after they try and make that payment.","start":357.13498,"end":363.395,"sentiment":"neutral","sentiment_score":-0.2960407590866089},{"text":"Their bank will stop because they process it and say, no.","start":364.735,"end":367.3,"sentiment":"neutral","sentiment_score":-0.3112662217833779}],"sentiment":"neutral","sentiment_score":-0.2684229253712347,"num_words":59,"start":345.68002,"end":367.3},{"sentences":[{"text":"You can't have that you can't do that payment because it's invalid.","start":367.3,"end":369.64,"sentiment":"neutral","sentiment_score":-0.31885651499032974},{"text":"You know, there's insufficient funds or the this, that, the other reason.","start":372.5,"end":376.28,"sentiment":"neutral","sentiment_score":-0.2835746717949708},{"text":"Yeah.","start":379.695,"end":380.195,"sentiment":"neutral","sentiment_score":0.2848011255264282},{"text":"Yep.","start":386.175,"end":386.675,"sentiment":"neutral","sentiment_score":0.268964022397995},{"text":"Yep.","start":393.54,"end":393.94,"sentiment":"neutral","sentiment_score":0.22883713245391848}],"sentiment":"neutral","sentiment_score":-0.23876192448315797,"num_words":27,"start":367.3,"end":393.94},{"sentences":[{"text":"Perfect.","start":393.94,"end":394.34,"sentiment":"positive","sentiment_score":0.47680994868278503},{"text":"No worries.","start":394.34,"end":394.74,"sentiment":"neutral","sentiment_score":0.30354341864585876},{"text":"I'll let you know as soon as I hear someone back on that one.","start":394.74,"end":397.24,"sentiment":"neutral","sentiment_score":0.1612622487757887},{"text":"Okay.","start":399.62,"end":400.12,"sentiment":"positive","sentiment_score":0.5957739949226379},{"text":"Have a good day.","start":400.34,"end":401.3,"sentiment":"positive","sentiment_score":0.5943442583084106}],"sentiment":"neutral","sentiment_score":0.2870326953178102,"num_words":22,"start":393.94,"end":401.3},{"sentences":[{"text":"Bye.","start":401.3,"end":401.8,"sentiment":"positive","sentiment_score":0.3396800458431244}],"sentiment":"positive","sentiment_score":0.3396800458431244,"num_words":1,"start":401.3,"end":401.8}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling Worldpay for Platforms. Please note your call may be recorded for training or security purposes. If you know the extension of the person you wish to speak to, please dial it now. Otherwise, for sales, please press 2. For client success or account management, please press 3.\n\nFor general inquiries, please press 4. To hear these options again, please press 5. Thank you. Thank you for calling Worldpay for Platforms. Please note your call may be recorded for training or security purposes.\n\nIf you know the extension of the person you wish to speak to, please dial it now. Otherwise, for sales, please press 2. For client success for account management, please press 3. For general inquiries, please press 4. To hear these options again, please press 5.\n\nThank you. Good morning. Welcome to Well Pay for Platform. You're speaking with Bridget.\n\nChannel 0: Hi, Perchett. Good morning. This is Melissa from Airtel accounts department. I'm trying to get on hold to a department who could assist me in reference to a BP payments.\n\nChannel 1: Okay. Yeah. I should be able to help you out with that. Melissa, am I just able to confirm your last name and your email address, please?\n\nChannel 0: Okay. Sure. My name is Melissa Basida. My email address is melissa@airtel.net.au.\n\nChannel 1: No worries. What was your last name again? Sorry, Melissa.\n\nChannel 0: Basida? If it doesn't show Basida, Ignacio.\n\nChannel 1: Yeah. We sort of did not share that. Okay. So what is the BPAY thing that you're needing help with?\n\nChannel 0: Yeah. So, technically, one of our customer\n\nChannel 1: Mhmm.\n\nChannel 0: made the payment via BPAY last 07/21/2026. So, normally, BPAY payments are\n\nChannel 1: Okay.\n\nChannel 0: reflected on our c within one to three business days. However, in this case, until up today, the amount is not yet showing.\n\nChannel 1: Okay. What was that payer's name?\n\nChannel 0: So yeah. It's one moment. Let me go back to the proof of payment he sent. Cameron, k a m e r o n.\n\nChannel 1: K.\n\nChannel 0: The last name is Kleease, k l e a s e.\n\nChannel 1: Okay. Yeah. It's definitely not showing in our system. Do you know the BPAY biller code and CRM that they used?\n\nChannel 0: Yes. One moment. Should I have tried this correct? 467902 and then 203918\n\nChannel 1: Sorry. Sorry. 2039.\n\nChannel 0: yes. 18735.\n\nChannel 1: Let me search that for my system and see if we've got anything that's connecting back to that CRM.\n\nChannel 0: Thank you.\n\nChannel 1: Oh, good. Okay. I can't find anything with that CRM in my system. So it was 203918735.\n\nChannel 0: Yes. That's correct.\n\nChannel 1: Okay. That's definitely not showing back in my system anywhere, and I've looked back to the beginning of the year. So do they have a, like, a receipt of that BPAY payment or anything like that?\n\nChannel 0: What they have sent me, it's like a proof of payment showing the amount, the date, and the biller code, and the CRN. And this biller code reference number that they have used are the details that we're using to all customers. It's included from\n\nChannel 1: Yes.\n\nChannel 0: our invoice.\n\nChannel 1: Yes. Okay. Would you be able to send that screenshot through to us? And I can get my processing team to have a bit more of a look and see if they can see anything more. But I'm not seeing that transaction anywhere in our system.\n\nChannel 0: Okay. Sure. I could do that.\n\nChannel 1: I'm sorry.\n\nChannel 0: Which which email address?\n\nChannel 1: Yeah. If you send it through to admin@worldpayforplatforms.com.\n\nChannel 0: Okay. Thank you. And, also, I just wanted to get your suggestion. It's also better to get an update from the customer from their bank ends, right, to check the status of this\n\nChannel 1: Yeah.\n\nChannel 0: amount?\n\nChannel 1: Probably also a good idea to reach out to the payer and get them to follow it up with their bank as well\n\nChannel 0: Mhmm.\n\nChannel 1: because yeah. Or or, yeah, their bank will be able to follow-up with BPAY and see where that money\n\nChannel 0: Yeah.\n\nChannel 1: is.\n\nChannel 0: Because I'm thinking even though the reason for this is non sufficient fund, it should show on our record, right, due to insufficient funds, something like that\n\nChannel 1: Oh,\n\nChannel 0: same\n\nChannel 1: sorry.\n\nChannel 0: as\n\nChannel 1: Is it\n\nChannel 0: dues\n\nChannel 1: saying\n\nChannel 0: to\n\nChannel 1: insufficient\n\nChannel 0: our customer.\n\nChannel 1: funds?\n\nChannel 0: No. It doesn't show. No footprint at all, the reason why I reached out, guys. Because other\n\nChannel 1: Okay.\n\nChannel 0: customers, BPA are not going through, but it does show on our report. It says insufficient funds, invalid transactions, something like that. But this\n\nChannel 1: Not\n\nChannel 0: one,\n\nChannel 1: for\n\nChannel 0: it's\n\nChannel 1: b transactions. No. So bPay transactions kind of can't be rejected\n\nChannel 0: mhmm.\n\nChannel 1: because the pay is pushing them from their bank account. So if there's not enough money in that account to make the payment, they will immediately see that after they try and make that payment. Their bank will\n\nChannel 0: Mm-mm.\n\nChannel 1: stop because they process it and say, no. You can't have that you can't do that payment because it's invalid. You know, there's insufficient funds or the this, that, the other reason.\n\nChannel 0: Okay. That's the thing about bPay. But, anyway, I appreciate\n\nChannel 1: Yeah.\n\nChannel 0: your help today, Bridgette. I'll send over the purple payment to you guys,\n\nChannel 1: Yep.\n\nChannel 0: and that way, I could double check. And then also, I'm awaiting a response from our customer as well about this.\n\nChannel 1: Yep. Perfect. No worries. I'll let\n\nChannel 0: Alright.\n\nChannel 1: you know as soon as I hear someone back on that one.\n\nChannel 0: Thank you so much, Bridgette.\n\nChannel 1: Okay.\n\nChannel 0: Have a good\n\nChannel 1: Have\n\nChannel 0: one.\n\nChannel 1: a good day. Bye.\n\nChannel 0: Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Worldpay for Platforms.","start":0.16,"end":1.86,"sentiment":"positive","sentiment_score":0.3665236915860857},{"text":"Please note your call may be recorded for training or security purposes.","start":2.24,"end":5.7,"sentiment":"neutral","sentiment_score":-0.00004074163734912872},{"text":"If you know the extension of the person you wish to speak to, please dial it now.","start":6.24,"end":10.34,"sentiment":"neutral","sentiment_score":0.013368027503876126},{"text":"Otherwise, for sales, please press 2.","start":10.8,"end":13.219999,"sentiment":"neutral","sentiment_score":-0.007835871850450834},{"text":"For client success or account management, please press 3.","start":13.485,"end":16.465,"sentiment":"neutral","sentiment_score":0.024388939142227173}],"sentiment":"neutral","sentiment_score":0.058135659415640084,"channel":1,"num_words":51,"start":0.16,"end":16.465},{"sentences":[{"text":"For general inquiries, please press 4.","start":16.845,"end":19.105,"sentiment":"neutral","sentiment_score":0.003526876059671243},{"text":"To hear these options again, please press 5.","start":19.244999,"end":21.744999,"sentiment":"neutral","sentiment_score":0.006283275433816016},{"text":"Thank you.","start":22.125,"end":22.865,"sentiment":"neutral","sentiment_score":0.18289656937122345},{"text":"Thank you for calling Worldpay for Platforms.","start":30.689999,"end":32.71,"sentiment":"neutral","sentiment_score":0.17471832462719508},{"text":"Please note your call may be recorded for training or security purposes.","start":33.09,"end":36.55,"sentiment":"neutral","sentiment_score":-0.0007890686392784119}],"sentiment":"neutral","sentiment_score":0.04716514420828649,"channel":1,"num_words":35,"start":16.845,"end":36.55},{"sentences":[{"text":"If you know the extension of the person you wish to speak to, please dial it now.","start":37.09,"end":41.19,"sentiment":"neutral","sentiment_score":0.01271701856132816},{"text":"Otherwise, for sales, please press 2.","start":41.655003,"end":43.995003,"sentiment":"neutral","sentiment_score":-0.001192428171634674},{"text":"For client success for account management, please press 3.","start":44.215,"end":47.355,"sentiment":"neutral","sentiment_score":0.02457880187365744},{"text":"For general inquiries, please press 4.","start":47.575,"end":49.835,"sentiment":"neutral","sentiment_score":0.012385066598653793},{"text":"To hear these options again, please press 5.","start":49.975,"end":52.555,"sentiment":"neutral","sentiment_score":0.013943230849690735}],"sentiment":"neutral","sentiment_score":0.013393482820981222,"channel":1,"num_words":46,"start":37.09,"end":52.555},{"sentences":[{"text":"Thank you.","start":52.855,"end":53.43,"sentiment":"neutral","sentiment_score":0.18001949787139893},{"text":"Good morning.","start":66.655,"end":67.215,"sentiment":"neutral","sentiment_score":0.25218265503644943},{"text":"Welcome to Well Pay for Platform.","start":67.215,"end":68.735,"sentiment":"neutral","sentiment_score":0.23549697548151016},{"text":"You're speaking with Bridget.","start":68.735,"end":69.954994,"sentiment":"neutral","sentiment_score":0.15180808678269386}],"sentiment":"neutral","sentiment_score":0.20604417898825236,"channel":1,"num_words":14,"start":52.855,"end":69.954994},{"sentences":[{"text":"Hi, Perchett.","start":71.435005,"end":72.255005,"sentiment":"neutral","sentiment_score":0.15524835139513016},{"text":"Good morning.","start":72.395004,"end":73.115005,"sentiment":"neutral","sentiment_score":0.3207284212112427},{"text":"This is Melissa from Airtel accounts department.","start":73.115005,"end":76.015,"sentiment":"neutral","sentiment_score":0.19355763282094682},{"text":"I'm trying to get on hold to a department who could assist me in reference to a BP payments.","start":76.955,"end":82.175,"sentiment":"neutral","sentiment_score":0.12559210881590843}],"sentiment":"neutral","sentiment_score":0.1564369014153878,"channel":0,"num_words":30,"start":71.435005,"end":82.175},{"sentences":[{"text":"Okay.","start":83.7,"end":84.02,"sentiment":"neutral","sentiment_score":0.13846413791179657},{"text":"Yeah.","start":84.02,"end":84.259995,"sentiment":"neutral","sentiment_score":0.17976370453834534},{"text":"I should be able to help you out with that.","start":84.259995,"end":86.119995,"sentiment":"positive","sentiment_score":0.3451903581619263},{"text":"Melissa, am I just able to confirm your last name and your email address, 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customer","start":116.840004,"end":121.5,"sentiment":"neutral","sentiment_score":-0.11053487410147984}],"sentiment":"neutral","sentiment_score":-0.10217945277690887,"channel":0,"num_words":7,"start":116.44,"end":121.5},{"sentences":[{"text":"Mhmm.","start":122.475,"end":122.975,"sentiment":"neutral","sentiment_score":-0.08619588613510132}],"sentiment":"neutral","sentiment_score":-0.08619588613510132,"channel":1,"num_words":1,"start":122.475,"end":122.975},{"sentences":[{"text":"made the payment via BPAY last 07/21/2026.","start":122.600006,"end":127.755,"sentiment":"neutral","sentiment_score":-0.08846478802817208},{"text":"So, normally, BPAY payments are","start":128.155,"end":130.075,"sentiment":"neutral","sentiment_score":-0.06880608573555946}],"sentiment":"neutral","sentiment_score":-0.08027366207291682,"channel":0,"num_words":12,"start":122.600006,"end":130.075},{"sentences":[{"text":"Okay.","start":129.9225,"end":130.4225,"sentiment":"neutral","sentiment_score":-0.10995246469974518}],"sentiment":"neutral","sentiment_score":-0.10995246469974518,"channel":1,"num_words":1,"start":129.9225,"end":130.4225},{"sentences":[{"text":"reflected on our c within one to three business days.","start":130.075,"end":134.075,"sentiment":"neutral","sentiment_score":-0.1162494033575058},{"text":"However, in this case, until up today, the amount is not yet 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203918","start":186.235,"end":195.96,"sentiment":"neutral","sentiment_score":-0.018889514729380608}],"sentiment":"neutral","sentiment_score":-0.04325062896196659,"channel":0,"num_words":13,"start":180.14,"end":195.96},{"sentences":[{"text":"Sorry.","start":195.73999,"end":196.23999,"sentiment":"neutral","sentiment_score":-0.08887948095798492},{"text":"Sorry.","start":196.29999,"end":196.78,"sentiment":"neutral","sentiment_score":-0.07285979390144348},{"text":"2039.","start":196.78,"end":198.31999,"sentiment":"neutral","sentiment_score":-0.01984965428709984}],"sentiment":"neutral","sentiment_score":-0.06052964304884275,"channel":1,"num_words":3,"start":195.73999,"end":198.31999},{"sentences":[{"text":"yes.","start":199.14001,"end":199.64001,"sentiment":"neutral","sentiment_score":0.0009978576563298702},{"text":"18735.","start":199.70001,"end":203.16,"sentiment":"neutral","sentiment_score":-0.0036824361886829138}],"sentiment":"neutral","sentiment_score":-0.0013422892661765218,"channel":0,"num_words":2,"start":199.14001,"end":203.16},{"sentences":[{"text":"Let me search that for my system and see if we've got anything that's connecting back to that CRM.","start":209.19499,"end":214.095,"sentiment":"neutral","sentiment_score":-0.007350007072091103}],"sentiment":"neutral","sentiment_score":-0.007350007072091103,"channel":1,"num_words":19,"start":209.19499,"end":214.095},{"sentences":[{"text":"Thank you.","start":215.155,"end":216.055,"sentiment":"positive","sentiment_score":0.38636715710163116}],"sentiment":"positive","sentiment_score":0.38636715710163116,"channel":0,"num_words":2,"start":215.155,"end":216.055},{"sentences":[{"text":"Oh, good.","start":216.715,"end":217.455,"sentiment":"neutral","sentiment_score":0.24996256828308105},{"text":"Okay.","start":218.49,"end":218.73,"sentiment":"neutral","sentiment_score":-0.012003321200609207},{"text":"I can't find anything with that CRM in my system.","start":218.73,"end":221.37,"sentiment":"neutral","sentiment_score":-0.25239617228507993},{"text":"So it was 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that?","start":235.71501,"end":240.85501,"sentiment":"neutral","sentiment_score":-0.07802953594364226}],"sentiment":"neutral","sentiment_score":-0.14299898956798845,"channel":1,"num_words":36,"start":229.13,"end":240.85501},{"sentences":[{"text":"What they have sent me, it's like a proof of payment showing the amount, the date, and the biller code, and the CRN.","start":242.655,"end":249.395,"sentiment":"neutral","sentiment_score":0.036965228617191315},{"text":"And this biller code reference number that they have used are the details that we're using to all customers.","start":249.84001,"end":258.26,"sentiment":"neutral","sentiment_score":0.04801027241506075},{"text":"It's included 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that.","start":284.09,"end":284.99,"sentiment":"neutral","sentiment_score":0.07209949009120464}],"sentiment":"neutral","sentiment_score":0.07358152543505032,"channel":0,"num_words":6,"start":283.28998,"end":284.99},{"sentences":[{"text":"I'm sorry.","start":284.58002,"end":285.16,"sentiment":"neutral","sentiment_score":-0.08070646971464157}],"sentiment":"neutral","sentiment_score":-0.08070646971464157,"channel":1,"num_words":2,"start":284.58002,"end":285.16},{"sentences":[{"text":"Which which email address?","start":285.12997,"end":286.99,"sentiment":"neutral","sentiment_score":-0.06664799526333809}],"sentiment":"neutral","sentiment_score":-0.06664799526333809,"channel":0,"num_words":4,"start":285.12997,"end":286.99},{"sentences":[{"text":"Yeah.","start":287.38,"end":287.7,"sentiment":"neutral","sentiment_score":0.015578151680529118},{"text":"If you send it through to admin@worldpayforplatforms.com.","start":287.7,"end":291.525,"sentiment":"neutral","sentiment_score":0.018709522805043628}],"sentiment":"neutral","sentiment_score":0.018318101414479315,"channel":1,"num_words":8,"start":287.38,"end":291.525},{"sentences":[{"text":"Okay.","start":293.625,"end":294.125,"sentiment":"neutral","sentiment_score":0.153538778424263},{"text":"Thank you.","start":294.425,"end":295.165,"sentiment":"positive","sentiment_score":0.4917314499616623},{"text":"And, also, I just wanted to get your suggestion.","start":295.385,"end":299.165,"sentiment":"neutral","sentiment_score":0.17632592966159186},{"text":"It's also better to get an update from the customer from their bank ends, right, to check the status of this","start":299.305,"end":306.11,"sentiment":"neutral","sentiment_score":0.28522311860606786}],"sentiment":"neutral","sentiment_score":0.2640491071524042,"channel":0,"num_words":33,"start":293.625,"end":306.11},{"sentences":[{"text":"Yeah.","start":305.94,"end":306.44,"sentiment":"neutral","sentiment_score":0.15816308557987213}],"sentiment":"neutral","sentiment_score":0.15816308557987213,"channel":1,"num_words":1,"start":305.94,"end":306.44},{"sentences":[{"text":"amount?","start":306.11,"end":306.61,"sentiment":"neutral","sentiment_score":0.1470390260219574}],"sentiment":"neutral","sentiment_score":0.1470390260219574,"channel":0,"num_words":1,"start":306.11,"end":306.61},{"sentences":[{"text":"Probably also a good idea to reach out to the payer and get them to follow it up with their bank as 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that","start":319.165,"end":328.61,"sentiment":"neutral","sentiment_score":-0.19503401647563334}],"sentiment":"neutral","sentiment_score":-0.19503401647563334,"channel":0,"num_words":27,"start":319.165,"end":328.61},{"sentences":[{"text":"Oh,","start":328.39502,"end":328.715,"sentiment":"neutral","sentiment_score":-0.15328210592269895}],"sentiment":"neutral","sentiment_score":-0.15328210592269895,"channel":1,"num_words":1,"start":328.39502,"end":328.715},{"sentences":[{"text":"same","start":328.61,"end":329.01,"sentiment":"neutral","sentiment_score":-0.15302720665931702}],"sentiment":"neutral","sentiment_score":-0.15302720665931702,"channel":0,"num_words":1,"start":328.61,"end":329.01},{"sentences":[{"text":"sorry.","start":328.715,"end":329.035,"sentiment":"neutral","sentiment_score":-0.21553191542625427}],"sentiment":"neutral","sentiment_score":-0.21553191542625427,"channel":1,"num_words":1,"start":328.715,"end":329.035},{"sentences":[{"text":"as","start":329.01,"end":329.33,"sentiment":"neutral","sentiment_score":-0.13577739894390106}],"sentiment":"neutral","sentiment_score":-0.13577739894390106,"channel":0,"num_words":1,"start":329.01,"end":329.33},{"sentences":[{"text":"Is 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immediately see that after they try and make that payment.","start":357.13498,"end":363.395,"sentiment":"neutral","sentiment_score":-0.2960407590866089},{"text":"Their bank will","start":364.735,"end":365.375,"sentiment":"neutral","sentiment_score":-0.31690337260564166}],"sentiment":"neutral","sentiment_score":-0.2870875220549734,"channel":1,"num_words":38,"start":353.375,"end":365.375},{"sentences":[{"text":"Mm-mm.","start":365.23,"end":365.73,"sentiment":"neutral","sentiment_score":-0.2631346881389618}],"sentiment":"neutral","sentiment_score":-0.2631346881389618,"channel":0,"num_words":1,"start":365.23,"end":365.73},{"sentences":[{"text":"stop because they process it and say, no.","start":365.375,"end":367.3,"sentiment":"neutral","sentiment_score":-0.309152290225029},{"text":"You can't have that you can't do that payment because it's invalid.","start":367.3,"end":369.64,"sentiment":"neutral","sentiment_score":-0.31885651499032974},{"text":"You know, there's insufficient funds or the this, that, the other reason.","start":372.5,"end":376.28,"sentiment":"neutral","sentiment_score":-0.2835746717949708}],"sentiment":"neutral","sentiment_score":-0.30319976760074496,"channel":1,"num_words":32,"start":365.375,"end":376.28},{"sentences":[{"text":"Okay.","start":376.86502,"end":377.345,"sentiment":"neutral","sentiment_score":-0.03352280706167221},{"text":"That's the thing about bPay.","start":377.345,"end":378.805,"sentiment":"neutral","sentiment_score":0.038333855313248934},{"text":"But, anyway, I appreciate","start":378.86502,"end":380.005,"sentiment":"neutral","sentiment_score":0.2200337667018175}],"sentiment":"neutral","sentiment_score":0.10382815363118425,"channel":0,"num_words":10,"start":376.86502,"end":380.005},{"sentences":[{"text":"Yeah.","start":379.695,"end":380.195,"sentiment":"neutral","sentiment_score":0.2848011255264282}],"sentiment":"neutral","sentiment_score":0.2848011255264282,"channel":1,"num_words":1,"start":379.695,"end":380.195},{"sentences":[{"text":"your help today, Bridgette.","start":380.065,"end":382.24,"sentiment":"positive","sentiment_score":0.4621689096093178},{"text":"I'll send over the purple payment to you guys,","start":382.24,"end":386.63998,"sentiment":"neutral","sentiment_score":0.31601331962479484}],"sentiment":"positive","sentiment_score":0.36098427038926345,"channel":0,"num_words":13,"start":380.065,"end":386.63998},{"sentences":[{"text":"Yep.","start":386.175,"end":386.675,"sentiment":"neutral","sentiment_score":0.268964022397995}],"sentiment":"neutral","sentiment_score":0.268964022397995,"channel":1,"num_words":1,"start":386.175,"end":386.675},{"sentences":[{"text":"and that way, I could double check.","start":386.63998,"end":388.08,"sentiment":"neutral","sentiment_score":0.307880129132952},{"text":"And then also, I'm awaiting a response from our customer as well about this.","start":388.08,"end":393.16495,"sentiment":"neutral","sentiment_score":0.17084250705582754}],"sentiment":"neutral","sentiment_score":0.21652171441486903,"channel":0,"num_words":21,"start":386.63998,"end":393.16495},{"sentences":[{"text":"Yep.","start":393.54,"end":393.94,"sentiment":"neutral","sentiment_score":0.22883713245391848},{"text":"Perfect.","start":393.94,"end":394.34,"sentiment":"positive","sentiment_score":0.47680994868278503},{"text":"No worries.","start":394.34,"end":394.74,"sentiment":"neutral","sentiment_score":0.30354341864585876},{"text":"I'll let","start":394.74,"end":394.97998,"sentiment":"neutral","sentiment_score":0.2312386929988861}],"sentiment":"neutral","sentiment_score":0.29586855073769885,"channel":1,"num_words":6,"start":393.54,"end":394.97998},{"sentences":[{"text":"Alright.","start":394.84494,"end":395.34494,"sentiment":"neutral","sentiment_score":0.2151517868041992}],"sentiment":"neutral","sentiment_score":0.2151517868041992,"channel":0,"num_words":1,"start":394.84494,"end":395.34494},{"sentences":[{"text":"you know as soon as I hear someone back on that one.","start":394.97998,"end":397.24,"sentiment":"neutral","sentiment_score":0.14959950807193914}],"sentiment":"neutral","sentiment_score":0.14959950807193914,"channel":1,"num_words":12,"start":394.97998,"end":397.24},{"sentences":[{"text":"Thank you so much, Bridgette.","start":397.88495,"end":399.74493,"sentiment":"positive","sentiment_score":0.8626968026161194}],"sentiment":"positive","sentiment_score":0.8626968026161194,"channel":0,"num_words":5,"start":397.88495,"end":399.74493},{"sentences":[{"text":"Okay.","start":399.62,"end":400.12,"sentiment":"positive","sentiment_score":0.5957739949226379}],"sentiment":"positive","sentiment_score":0.5957739949226379,"channel":1,"num_words":1,"start":399.62,"end":400.12},{"sentences":[{"text":"Have a good","start":399.80496,"end":400.36496,"sentiment":"positive","sentiment_score":0.6373164653778076}],"sentiment":"positive","sentiment_score":0.6373164653778076,"channel":0,"num_words":3,"start":399.80496,"end":400.36496},{"sentences":[{"text":"Have","start":400.34,"end":400.58,"sentiment":"positive","sentiment_score":0.6334459781646729}],"sentiment":"positive","sentiment_score":0.6334459781646729,"channel":1,"num_words":1,"start":400.34,"end":400.58},{"sentences":[{"text":"one.","start":400.36496,"end":400.86496,"sentiment":"positive","sentiment_score":0.6393930912017822}],"sentiment":"positive","sentiment_score":0.6393930912017822,"channel":0,"num_words":1,"start":400.36496,"end":400.86496},{"sentences":[{"text":"a good day.","start":400.58,"end":401.3,"sentiment":"positive","sentiment_score":0.5813103516896566},{"text":"Bye.","start":401.3,"end":401.8,"sentiment":"positive","sentiment_score":0.3396800458431244}],"sentiment":"positive","sentiment_score":0.5209027752280235,"channel":1,"num_words":4,"start":400.58,"end":401.8},{"sentences":[{"text":"Thank you.","start":401.64496,"end":402.20496,"sentiment":"positive","sentiment_score":0.6768574714660645},{"text":"Bye.","start":402.20496,"end":402.70496,"sentiment":"neutral","sentiment_score":-0.09304431825876236}],"sentiment":"positive","sentiment_score":0.42022354155778885,"channel":0,"num_words":3,"start":401.64496,"end":402.70496}]},"summary":{"result":"success","short":"A customer calls Worldpay for Platforms and is directed to a representative in the accounts department. The representative tries to confirm the customer's last name and email address, but is unable to find the information in their system. The representative suggests sending a screenshot of the customer's proof of payment to their admin@worldpayfor Platforms.com, and also awaiting a response from the customer regarding a BPAY payment."},"intents":{"segments":[{"text":"This is Melissa from Airtel accounts department. I'm trying to get on hold to a department who could assist me in reference to a BP payments. Okay. Yeah.","start_word":150,"end_word":177,"intents":[{"intent":"Assist caller","confidence_score":0.000029606988}]},{"text":"Would you be able to send that screenshot through to us? And I can get my processing team to have a bit more of a look and see if they can see anything more. But I'm not seeing that transaction anywhere in our system. Okay. Sure.","start_word":504,"end_word":549,"intents":[{"intent":"Request assistance","confidence_score":0.09430214}]},{"text":"It's also better to get an update from the customer from their bank ends, right, to check the status of this Yeah. amount?","start_word":581,"end_word":603,"intents":[{"intent":"Check status","confidence_score":0.7651649}]},{"text":"Probably also a good idea to reach out to the payer and get them to follow it up with their bank as well Mhmm.","start_word":603,"end_word":626,"intents":[{"intent":"Reach out to payer","confidence_score":0.7799129}]},{"text":"Probably also a good idea to reach out to the payer and get them to follow it up with their bank as well Mhmm. because yeah. Or or, yeah, their bank will be able to follow-up with BPAY and see where that money Yeah. is.","start_word":603,"end_word":647,"intents":[{"intent":"Pay bill","confidence_score":0.00009498506}]},{"text":"And then also, I'm awaiting a response from our customer as well about this. Yep.","start_word":849,"end_word":863,"intents":[{"intent":"Receive response from customer","confidence_score":0.03039499}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Worldpay for Platforms.","start_word":0,"end_word":6,"sentiment":"positive","sentiment_score":0.37135517597198486},{"text":"Please note your call may be recorded for training or security purposes. If you know the extension of the person you wish to speak to, please dial it now. Otherwise, for sales, please press 2. For client success or account management, please press 3. For general inquiries, please press 4. To hear these options again, please press 5. Thank you. Thank you for calling Worldpay for Platforms. Please note your call may be recorded for training or security purposes. If you know the extension of the person you wish to speak to, please dial it now. Otherwise, for sales, please press 2. For client success for account management, please press 3. For general inquiries, please press 4. To hear these options again, please press 5. Thank you. Good morning. Welcome to Well Pay for Platform. You're speaking with Bridget. Hi, Perchett. Good morning. This is Melissa from Airtel accounts department. I'm trying to get on hold to a department who could assist me in reference to a BP payments. Okay. Yeah.","start_word":7,"end_word":177,"sentiment":"neutral","sentiment_score":0.07143233716487885},{"text":"I should be able to help you out with that.","start_word":178,"end_word":187,"sentiment":"positive","sentiment_score":0.341003954410553},{"text":"Melissa, am I just able to confirm your last name and your email address, please? Okay. Sure. My name is Melissa Basida. My email address is melissa@airtel.net.au. No worries. What was your last name again? Sorry, Melissa. Basida? If it doesn't show Basida, Ignacio. Yeah.","start_word":188,"end_word":232,"sentiment":"neutral","sentiment_score":-0.009080157615244389},{"text":"We sort of did not share that.","start_word":233,"end_word":239,"sentiment":"negative","sentiment_score":-0.3940519690513611},{"text":"Okay. So what is the BPAY thing that you're needing help with? Yeah. So, technically, one of our customer Mhmm. made the payment via BPAY last 07/21/2026. So, normally, BPAY payments are Okay. reflected on our c within one to three business days. However, in this case, until up today, the amount is not yet showing. Okay. What was that payer's name? So yeah. It's one moment. Let me go back to the proof of payment he sent. Cameron, k a m e r o n. K. The last name is Kleease, k l e a s e. Okay. Yeah.","start_word":240,"end_word":339,"sentiment":"neutral","sentiment_score":-0.07930674422997981},{"text":"It's definitely not showing in our system.","start_word":340,"end_word":346,"sentiment":"negative","sentiment_score":-0.4978993535041809},{"text":"Do you know the BPAY biller code and CRM that they used? Yes. One moment. Should I have tried this correct? 467902 and then 203918 Sorry. Sorry. 2039. yes. 18735. Let me search that for my system and see if we've got anything that's connecting back to that CRM.","start_word":347,"end_word":395,"sentiment":"neutral","sentiment_score":-0.06167151778936386},{"text":"Thank you.","start_word":396,"end_word":397,"sentiment":"positive","sentiment_score":0.37050122022628784},{"text":"Oh, good. Okay. I can't find anything with that CRM in my system. So it was 203918735. Yes. That's correct. Okay. That's definitely not showing back in my system anywhere, and I've looked back to the beginning of the year. So do they have a, like, a receipt of that BPAY payment or anything like that? What they have sent me, it's like a proof of payment showing the amount, the date, and the biller code, and the CRN. And this biller code reference number that they have used are the details that we're using to all customers. It's included from Yes. our invoice. Yes. Okay. Would you be able to send that screenshot through to us? And I can get my processing team to have a bit more of a look and see if they can see anything more.","start_word":398,"end_word":537,"sentiment":"neutral","sentiment_score":-0.016745716333389282},{"text":"But I'm not seeing that transaction anywhere in our system.","start_word":538,"end_word":547,"sentiment":"negative","sentiment_score":-0.3582552671432495},{"text":"Okay. Sure. I could do that. I'm sorry. Which which email address? Yeah. If you send it through to admin@worldpayforplatforms.com. Okay.","start_word":548,"end_word":568,"sentiment":"neutral","sentiment_score":0.01881224475800991},{"text":"Thank you.","start_word":569,"end_word":570,"sentiment":"positive","sentiment_score":0.4764045476913452},{"text":"And, also, I just wanted to get your suggestion. It's also better to get an update from the customer from their bank ends, right, to check the status of this Yeah. amount? Probably also a good idea to reach out to the payer and get them to follow it up with their bank as well Mhmm. because yeah. Or or, yeah, their bank will be able to follow-up with BPAY and see where that money Yeah. is. Because I'm thinking even though the reason for this is non sufficient fund, it should show on our record, right, due to insufficient funds, something like that Oh, same sorry. as Is it dues saying to insufficient our customer. funds? No. It doesn't show. No footprint at all, the reason why I reached out, guys. Because other Okay. customers, BPA are not going through, but it does show on our report. It says insufficient funds, invalid transactions, something like that. But this Not one, for it's b transactions. No. So bPay transactions kind of can't be rejected mhmm. because the pay is pushing them from their bank account. So if there's not enough money in that account to make the payment, they will immediately see that after they try and make that payment. Their bank will Mm-mm. stop because they process it and say, no. You can't have that you can't do that payment because it's invalid. You know, there's insufficient funds or the this, that, the other reason. Okay. That's the thing about bPay. But, anyway, I appreciate Yeah.","start_word":571,"end_word":827,"sentiment":"neutral","sentiment_score":-0.07826581922022749},{"text":"your help today, Bridgette.","start_word":828,"end_word":831,"sentiment":"positive","sentiment_score":0.443785548210144},{"text":"I'll send over the purple payment to you guys, Yep. and that way, I could double check. And then also, I'm awaiting a response from our customer as well about this. Yep.","start_word":832,"end_word":863,"sentiment":"neutral","sentiment_score":0.24192605912685392},{"text":"Perfect.","start_word":864,"end_word":864,"sentiment":"positive","sentiment_score":0.47680994868278503},{"text":"No worries. I'll let Alright. you know as soon as I hear someone back on that one.","start_word":865,"end_word":881,"sentiment":"neutral","sentiment_score":0.19869054853916168},{"text":"Thank you so much, Bridgette. Okay. Have a good Have one. a good day. Bye. Thank you. Bye.","start_word":882,"end_word":899,"sentiment":"positive","sentiment_score":0.6374312043190002}],"average":{"sentiment":"neutral","sentiment_score":0.004617767348588882}}}}