{"metadata":{"transaction_key":"deprecated","request_id":"01a05b42-3189-7170-9167-fc0ee3ec6ec6","sha256":"288f8f166daf8417483fcbeac293110638e06ed34d62f356d46a1c5346aa37a4","created":"2026-09-01T04:37:42.841Z","duration":1369.08,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":2619,"output_tokens":97},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2915,"output_tokens":2921},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2915,"output_tokens":287}},"results":{"channels":[{"alternatives":[{"transcript":"Hello. Good afternoon. This is Maureen from Ertow tech support. How can I assist you? Mhmm. This is Marija. Mhmm. Mhmm. Can I have your full name, please, for me to check the account? Okay. May I know the reason for the cancellation of the account? Okay. And you don't want to bring your airtel? Like, we can check the new address if it's serviceable for you to prevent canceling. Yes. Hello? Yeah. We can I have the full address first before we for me to check? How about the new address? Sorry? Mhmm. Okay. I see. Okay then. Is it okay if I put you on hold? Let me just check your account. Okay. Hang on. Hello, Raja? Yeah. May I know the effective date for the cancellation? You have a, yeah, specific date? September 4. So that is Friday. Okay. Hang on. Let me just check. So for the cancellation, we have a thirty day notice for the cancellation, which means if if you're canceling on September 4, you'll receive an invoice for a one month bill, which is for the month of September. You need to settle your month of for the month of September and bill for October 1 until October 4 to cover the thirty day notice. Sorry? Okay. I see. Yeah. But for your information, yeah, we have thirty day notice for the cancellation. That's why you need to inform us thirty days ahead. Mhmm. Yeah. But for the 12 month contract since yeah. Since the contract is fulfilled, you don't need to pay for the cancellation fee anymore. You just need to settle the thirty day notice. That's your policy even though you're not under contract. Mhmm. You want me to send the contract? Actually, you can download the contract via the customer portal. Yeah. That's correct. So you don't need to settle the cancellation fee anymore, but we have a thirty day notice. Sorry? That is for the yeah. That is for the thirty day notice for us you're informing us that you're canceling. Because you need to inform us thirty days before first of December. I think it's on the contract as well regarding the thirty day policy. What do you mean it's not on your bill? It's at the contract, not on your bill. Yeah. That's why yeah. Even though your contract has been fulfilled, your the contract is done, there's still a thirty day notice. That's our policy even though there's no contract involved. Yeah. So you need to settle your bill for this month, which is your bill for September. Then since you want us to cancel the it on September four September four today. No. You cannot utilize the Internet anymore. If you will be canceling today yeah. We'll disconnect the service today. That money is for the thirty day notice. That's why you need to inform us ahead of time. If you inform us August, then If I'm can as well, canceling it on October 1, you'll be billed for the month of October as well because our system will generate an invoice. If you if ever we'll be canceling it on September 30, you'll be billed October 1 until October 30 to cover the thirty day notice. Sorry? Yeah. Because yeah. You need to pay for the extra thirty day because that's our policy when canceling the service. We have a thirty day notice. That means you'll be billed Okay then. So we're going to proceed on canceling the service or not anymore? Mhmm. If that's the case, you shouldn't in you should have informed us ahead of time, like, August or July. In your contract, have you already read the contract, the 12 month contract? Let me just check on their end, ma'am. Okay. Let me just put you on hold. Hang on. Hello, Raha? Yes. Thank you for waiting. Upon checking with the back end team on your con on the contract, it stated that thirty day prior notice should be raised via telephone call. Since this is the first time that you call us regarding the cancellation, so there's no thirty days. Hello? Can you hear me? Yeah. So in your contract, it was stated that thirty days prior notice should be raised from the customer by telephone call before canceling the service. But in your case, there's no we did not hear any notice that you'll be canceling. This is the first time that you informed us about the cancellation. But is it okay if I give you a callback to confirm this with the back end team? You mean change of ownership? You mean change of ownership? Yeah. We can do that. Do you want us to transfer it instead? If ever we'll be cancel sorry. If ever we'll be transferring the service, there's no discount applicable since it's an existing account already. No. Just continue the monthly bill if ever. So are we going to change the cancellation date? What do you mean a one month notice? Since you called us today and you want us to cancel the service today as well? We'll issue an invoice. Mhmm. You'll be getting an Internet until the day of your cancellation date. So, like, for example, you'll be canceling on September 4. We'll disconnect the service on September 4, and a thirty day notice will be billed as well, including your bill for this month. Next month bill is only up until October 1 to October 4. You will not be billed for the whole month of October since you're canceling September 4. That's how the thirty day notice run, but we'll disconnect the service on September 4. Yeah. Because that's not how the thirty day notice work. This is so when are we going to cancel the service? Sorry. We need to confirm that one because your bill will continue. Yeah. But that's not how our thirty day notice work. This means you'll still be billed for the final month of service, and that invoice will also need to be settled. Okay. We understand that one. But when do you want us to cancel the service? I'll, raise this one to our accounts department, then I'll get back it to you if they approve it, but it this is not guarantee. Okay, babe. Okay. I'll raise this, then I'll get back to you for updates. Is it okay if we give you a callback again? Okay. Thank you. Bye. Great day. Yeah. I understand. Mhmm. Yeah. I get your point. But just to explain also the thirty day notice, that is you need to inform us thirty days before Okay. 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Good afternoon. This is Maureen from Ertow tech support. How can I assist you? Mhmm.\n\nThis is Marija. Mhmm. Mhmm. Can I have your full name, please, for me to check the account? Okay.\n\nMay I know the reason for the cancellation of the account? Okay. And you don't want to bring your airtel? Like, we can check the new address if it's serviceable for you to prevent canceling. Yes.\n\nHello? Yeah. We can I have the full address first before we for me to check? How about the new address? Sorry?\n\nMhmm. Okay. I see. Okay then. Is it okay if I put you on hold?\n\nLet me just check your account. Okay. Hang on. Hello, Raja? Yeah.\n\nMay I know the effective date for the cancellation? You have a, yeah, specific date? September 4. So that is Friday. Okay.\n\nHang on. Let me just check. So for the cancellation, we have a thirty day notice for the cancellation, which means if if you're canceling on September 4, you'll receive an invoice for a one month bill, which is for the month of September. You need to settle your month of for the month of September and bill for October 1 until October 4 to cover the thirty day notice. Sorry?\n\nOkay. I see. Yeah. But for your information, yeah, we have thirty day notice for the cancellation. That's why you need to inform us thirty days ahead.\n\nMhmm. Yeah. But for the 12 month contract since yeah. Since the contract is fulfilled, you don't need to pay for the cancellation fee anymore. You just need to settle the thirty day notice.\n\nThat's your policy even though you're not under contract. Mhmm. You want me to send the contract? Actually, you can download the contract via the customer portal. Yeah.\n\nThat's correct. So you don't need to settle the cancellation fee anymore, but we have a thirty day notice. Sorry? That is for the yeah. That is for the thirty day notice for us you're informing us that you're canceling.\n\nBecause you need to inform us thirty days before first of December. I think it's on the contract as well regarding the thirty day policy. What do you mean it's not on your bill? It's at the contract, not on your bill. Yeah.\n\nThat's why yeah. Even though your contract has been fulfilled, your the contract is done, there's still a thirty day notice. That's our policy even though there's no contract involved. Yeah. So you need to settle your bill for this month, which is your bill for September.\n\nThen since you want us to cancel the it on September four September four today. No. You cannot utilize the Internet anymore. If you will be canceling today yeah. We'll disconnect the service today.\n\nThat money is for the thirty day notice. That's why you need to inform us ahead of time. If you inform us August, then If I'm can as well, canceling it on October 1, you'll be billed for the month of October as well because our system will generate an invoice. If you if ever we'll be canceling it on September 30, you'll be billed October 1 until October 30 to cover the thirty day notice. Sorry?\n\nYeah. Because yeah. You need to pay for the extra thirty day because that's our policy when canceling the service. We have a thirty day notice. That means you'll be billed Okay then.\n\nSo we're going to proceed on canceling the service or not anymore? Mhmm. If that's the case, you shouldn't in you should have informed us ahead of time, like, August or July. In your contract, have you already read the contract, the 12 month contract? Let me just check on their end, ma'am.\n\nOkay. Let me just put you on hold. Hang on. Hello, Raha? Yes.\n\nThank you for waiting. Upon checking with the back end team on your con on the contract, it stated that thirty day prior notice should be raised via telephone call. Since this is the first time that you call us regarding the cancellation, so there's no thirty days. Hello? Can you hear me?\n\nYeah. So in your contract, it was stated that thirty days prior notice should be raised from the customer by telephone call before canceling the service. But in your case, there's no we did not hear any notice that you'll be canceling. This is the first time that you informed us about the cancellation. But is it okay if I give you a callback to confirm this with the back end team?\n\nYou mean change of ownership? You mean change of ownership? Yeah. We can do that. Do you want us to transfer it instead?\n\nIf ever we'll be cancel sorry. If ever we'll be transferring the service, there's no discount applicable since it's an existing account already. No. Just continue the monthly bill if ever. So are we going to change the cancellation date?\n\nWhat do you mean a one month notice? Since you called us today and you want us to cancel the service today as well? We'll issue an invoice. Mhmm. You'll be getting an Internet until the day of your cancellation date.\n\nSo, like, for example, you'll be canceling on September 4. We'll disconnect the service on September 4, and a thirty day notice will be billed as well, including your bill for this month. Next month bill is only up until October 1 to October 4. You will not be billed for the whole month of October since you're canceling September 4. That's how the thirty day notice run, but we'll disconnect the service on September 4.\n\nYeah. Because that's not how the thirty day notice work. This is so when are we going to cancel the service? Sorry. We need to confirm that one because your bill will continue.\n\nYeah. But that's not how our thirty day notice work. This means you'll still be billed for the final month of service, and that invoice will also need to be settled. Okay. We understand that one.\n\nBut when do you want us to cancel the service? I'll, raise this one to our accounts department, then I'll get back it to you if they approve it, but it this is not guarantee. Okay, babe. Okay. I'll raise this, then I'll get back to you for updates.\n\nIs it okay if we give you a callback again? Okay. Thank you. Bye. Great day.\n\nYeah. I understand. Mhmm. Yeah. I get your point.\n\nBut just to explain also the thirty day notice, that is you need to inform us thirty days before Okay. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.5999999,"end":2.0,"sentiment":"neutral","sentiment_score":0.14176210761070251},{"text":"Good afternoon.","start":2.0,"end":2.8,"sentiment":"positive","sentiment_score":0.37700432538986206},{"text":"This is Maureen from Ertow tech support.","start":2.8,"end":5.22,"sentiment":"neutral","sentiment_score":0.3254862299987248},{"text":"How can I assist you?","start":5.92,"end":7.2999997,"sentiment":"neutral","sentiment_score":0.1806160867214203},{"text":"Mhmm.","start":8.559999,"end":9.059999,"sentiment":"neutral","sentiment_score":0.0005905269645154476}],"sentiment":"neutral","sentiment_score":0.2548653330595698,"num_words":16,"start":1.5999999,"end":9.059999},{"sentences":[{"text":"This is Marija.","start":10.4,"end":11.38,"sentiment":"neutral","sentiment_score":-0.00013109195667008558},{"text":"Mhmm.","start":11.44,"end":11.94,"sentiment":"neutral","sentiment_score":-0.04361121356487274},{"text":"Mhmm.","start":16.385,"end":16.885,"sentiment":"neutral","sentiment_score":-0.027181733399629593},{"text":"Can I have your full name, please, for me to check the account?","start":18.945,"end":21.925,"sentiment":"neutral","sentiment_score":0.0008287219187388053},{"text":"Okay.","start":31.98,"end":32.14,"sentiment":"neutral","sentiment_score":-0.021968305110931396}],"sentiment":"neutral","sentiment_score":-0.004335849631675764,"num_words":19,"start":10.4,"end":32.14},{"sentences":[{"text":"May I know the reason for the cancellation of the account?","start":32.14,"end":35.52,"sentiment":"neutral","sentiment_score":-0.09105764397165993},{"text":"Okay.","start":40.14,"end":40.64,"sentiment":"neutral","sentiment_score":-0.07980281114578247},{"text":"And you don't want to bring your airtel?","start":40.905003,"end":43.325,"sentiment":"neutral","sentiment_score":-0.17862635012716055},{"text":"Like, we can check the new address if it's serviceable for you to prevent canceling.","start":43.465,"end":49.085,"sentiment":"neutral","sentiment_score":-0.1943322812517484},{"text":"Yes.","start":56.8,"end":56.88,"sentiment":"neutral","sentiment_score":-0.0027133729308843613}],"sentiment":"neutral","sentiment_score":-0.1507818135432899,"num_words":36,"start":32.14,"end":56.88},{"sentences":[{"text":"Hello?","start":56.88,"end":57.38,"sentiment":"neutral","sentiment_score":-0.002291150391101837},{"text":"Yeah.","start":66.56,"end":67.06,"sentiment":"neutral","sentiment_score":0.007600254379212856},{"text":"We can I have the full address first before we for me to check?","start":67.28,"end":72.18,"sentiment":"neutral","sentiment_score":0.0053936321554439405},{"text":"How about the new address?","start":78.515,"end":79.895,"sentiment":"neutral","sentiment_score":-0.0037446072325110435},{"text":"Sorry?","start":87.555,"end":87.99,"sentiment":"neutral","sentiment_score":-0.08695811033248901}],"sentiment":"neutral","sentiment_score":-0.00113005419685082,"num_words":22,"start":56.88,"end":87.99},{"sentences":[{"text":"Mhmm.","start":91.67,"end":91.909996,"sentiment":"neutral","sentiment_score":-0.02022668905556202},{"text":"Okay.","start":91.909996,"end":92.229996,"sentiment":"neutral","sentiment_score":-0.02037912793457508},{"text":"I see.","start":92.229996,"end":92.97,"sentiment":"neutral","sentiment_score":-0.03008747287094593},{"text":"Okay then.","start":93.35,"end":94.09,"sentiment":"neutral","sentiment_score":-0.03054068610072136},{"text":"Is it okay if I put you on hold?","start":94.149994,"end":95.59,"sentiment":"neutral","sentiment_score":-0.05192611118157705}],"sentiment":"neutral","sentiment_score":-0.04194647570451101,"num_words":15,"start":91.67,"end":95.59},{"sentences":[{"text":"Let me just check your account.","start":95.59,"end":97.049995,"sentiment":"neutral","sentiment_score":-0.03338229594131311},{"text":"Okay.","start":98.47,"end":98.79,"sentiment":"neutral","sentiment_score":-0.00745637621730566},{"text":"Hang on.","start":98.79,"end":99.61,"sentiment":"neutral","sentiment_score":-0.01795563567429781},{"text":"Hello, Raja?","start":121.82,"end":122.799995,"sentiment":"neutral","sentiment_score":0.011538175866007805},{"text":"Yeah.","start":124.21999,"end":124.53999,"sentiment":"neutral","sentiment_score":0.0071573685854673386}],"sentiment":"neutral","sentiment_score":-0.017785641908024747,"num_words":12,"start":95.59,"end":124.53999},{"sentences":[{"text":"May I know the effective date for the cancellation?","start":124.53999,"end":126.799995,"sentiment":"neutral","sentiment_score":-0.016055557048983045},{"text":"You have a, yeah, specific date?","start":132.095,"end":133.955,"sentiment":"neutral","sentiment_score":-0.021742599705855053},{"text":"September 4.","start":139.215,"end":140.435,"sentiment":"neutral","sentiment_score":-0.019895181991159916},{"text":"So that is Friday.","start":142.335,"end":144.115,"sentiment":"neutral","sentiment_score":-0.030947516672313213},{"text":"Okay.","start":146.255,"end":146.755,"sentiment":"neutral","sentiment_score":-0.02393997833132744}],"sentiment":"neutral","sentiment_score":-0.021021637303585358,"num_words":22,"start":124.53999,"end":146.755},{"sentences":[{"text":"Hang on.","start":149.08,"end":149.4,"sentiment":"neutral","sentiment_score":-0.04743809811770916},{"text":"Let me just check.","start":149.4,"end":150.54,"sentiment":"neutral","sentiment_score":-0.03558435197919607},{"text":"So for the cancellation, we have a thirty day notice for the cancellation, which means if if you're canceling on September 4, you'll receive an invoice for a one month bill, which is for the month of September.","start":158.51999,"end":178.34,"sentiment":"neutral","sentiment_score":-0.11928997992684967},{"text":"You need to settle your month of for the month of September and bill for October 1 until October 4 to cover the thirty day notice.","start":178.96,"end":190.775,"sentiment":"neutral","sentiment_score":-0.11484880401537968},{"text":"Sorry?","start":196.435,"end":196.935,"sentiment":"neutral","sentiment_score":-0.15004591643810272}],"sentiment":"neutral","sentiment_score":-0.11135700932690795,"num_words":71,"start":149.08,"end":196.935},{"sentences":[{"text":"Okay.","start":202.41,"end":202.65,"sentiment":"neutral","sentiment_score":-0.15773209929466248},{"text":"I see.","start":202.65,"end":203.05,"sentiment":"neutral","sentiment_score":-0.04924730397760868},{"text":"Yeah.","start":203.05,"end":203.29,"sentiment":"neutral","sentiment_score":-0.019971340894699097},{"text":"But for your information, yeah, we have thirty day notice for the cancellation.","start":203.29,"end":209.87,"sentiment":"neutral","sentiment_score":-0.11406242818786548},{"text":"That's why you need to inform us thirty days ahead.","start":210.73,"end":213.39,"sentiment":"neutral","sentiment_score":-0.10256882384419441}],"sentiment":"neutral","sentiment_score":-0.10313695751958424,"num_words":27,"start":202.41,"end":213.39},{"sentences":[{"text":"Mhmm.","start":220.185,"end":220.265,"sentiment":"neutral","sentiment_score":0.01530508417636156},{"text":"Yeah.","start":220.265,"end":220.765,"sentiment":"neutral","sentiment_score":0.03517104312777519},{"text":"But for the 12 month contract since yeah.","start":220.905,"end":225.805,"sentiment":"neutral","sentiment_score":0.05466348025947809},{"text":"Since the contract is fulfilled, you don't need to pay for the cancellation fee anymore.","start":225.86499,"end":232.22,"sentiment":"neutral","sentiment_score":0.015423475950956344},{"text":"You just need to settle the thirty day notice.","start":232.51999,"end":235.42,"sentiment":"neutral","sentiment_score":0.021666338046391804}],"sentiment":"neutral","sentiment_score":0.02688626914887744,"num_words":34,"start":220.185,"end":235.42},{"sentences":[{"text":"That's your policy even though you're not under contract.","start":236.59999,"end":240.06,"sentiment":"neutral","sentiment_score":0.01770875095907185},{"text":"Mhmm.","start":251.66501,"end":252.16501,"sentiment":"neutral","sentiment_score":0.02179552800953388},{"text":"You want me to send the contract?","start":260.27,"end":261.88998,"sentiment":"neutral","sentiment_score":-0.005090643119599138},{"text":"Actually, you can download the contract via the customer portal.","start":263.71,"end":267.97,"sentiment":"neutral","sentiment_score":0.06880935467779636},{"text":"Yeah.","start":272.885,"end":273.385,"sentiment":"neutral","sentiment_score":-0.044002048671245575}],"sentiment":"neutral","sentiment_score":0.02820111724681088,"num_words":28,"start":236.59999,"end":273.385},{"sentences":[{"text":"That's correct.","start":273.525,"end":274.345,"sentiment":"neutral","sentiment_score":0.03130312263965607},{"text":"So you don't need to settle the cancellation fee anymore, but we have a thirty day notice.","start":274.485,"end":280.505,"sentiment":"neutral","sentiment_score":-0.10763272358214154},{"text":"Sorry?","start":282.645,"end":283.145,"sentiment":"neutral","sentiment_score":-0.1746557503938675},{"text":"That is for the yeah.","start":288.19,"end":289.79,"sentiment":"neutral","sentiment_score":-0.20401437282562257},{"text":"That is for the thirty day notice for us you're informing us that you're canceling.","start":289.79,"end":297.41,"sentiment":"neutral","sentiment_score":-0.1982944001754125}],"sentiment":"neutral","sentiment_score":-0.14840734181925655,"num_words":40,"start":273.525,"end":297.41},{"sentences":[{"text":"Because you need to inform us thirty days before first of December.","start":298.51498,"end":303.335,"sentiment":"neutral","sentiment_score":-0.15567887077728906},{"text":"I think it's on the contract as well regarding the thirty day policy.","start":310.35498,"end":316.14,"sentiment":"neutral","sentiment_score":-0.1674655950986422},{"text":"What do you mean it's not on your bill?","start":324.625,"end":326.805,"sentiment":"neutral","sentiment_score":-0.1499179701010386},{"text":"It's at the contract, not on your bill.","start":332.465,"end":335.365,"sentiment":"neutral","sentiment_score":-0.14588973484933376},{"text":"Yeah.","start":339.105,"end":339.48,"sentiment":"neutral","sentiment_score":-0.07521966844797134}],"sentiment":"neutral","sentiment_score":-0.154344150320042,"num_words":43,"start":298.51498,"end":339.48},{"sentences":[{"text":"That's why yeah.","start":339.64,"end":342.52002,"sentiment":"neutral","sentiment_score":-0.06400073319673538},{"text":"Even though your contract has been fulfilled, your the contract is done, there's still a thirty day notice.","start":342.52002,"end":349.74002,"sentiment":"neutral","sentiment_score":-0.0857204906642437},{"text":"That's our policy even though there's no contract involved.","start":350.44,"end":354.21503,"sentiment":"neutral","sentiment_score":-0.1179389539692137},{"text":"Yeah.","start":360.43503,"end":360.93503,"sentiment":"neutral","sentiment_score":-0.06079744175076485},{"text":"So you need to settle your bill for this month, which is your bill for September.","start":361.55502,"end":369.83002,"sentiment":"neutral","sentiment_score":-0.14584133541211486}],"sentiment":"neutral","sentiment_score":-0.11044000905561954,"num_words":47,"start":339.64,"end":369.83002},{"sentences":[{"text":"Then since you want us to cancel the it on September four September four today.","start":370.69,"end":378.725,"sentiment":"neutral","sentiment_score":-0.14350395997365314},{"text":"No.","start":385.505,"end":385.825,"sentiment":"negative","sentiment_score":-0.5041549801826477},{"text":"You cannot utilize the Internet anymore.","start":385.825,"end":388.165,"sentiment":"negative","sentiment_score":-0.5041618545850118},{"text":"If you will be canceling today yeah.","start":388.70502,"end":392.70502,"sentiment":"neutral","sentiment_score":-0.2265509622437613},{"text":"We'll disconnect the service today.","start":392.70502,"end":396.78,"sentiment":"neutral","sentiment_score":-0.22492348551750183}],"sentiment":"neutral","sentiment_score":-0.24682822560562806,"num_words":34,"start":370.69,"end":396.78},{"sentences":[{"text":"That money is for the thirty day notice.","start":398.76,"end":402.38,"sentiment":"neutral","sentiment_score":-0.16823807172477245},{"text":"That's why you need to inform us ahead of time.","start":404.2,"end":408.25497,"sentiment":"neutral","sentiment_score":-0.1422087073326111},{"text":"If you inform us August, then If I'm can as well, canceling it on October 1, you'll be billed for the month of October as well because our system will generate an invoice.","start":409.275,"end":432.47,"sentiment":"neutral","sentiment_score":-0.0833590750892957},{"text":"If you if ever we'll be canceling it on September 30, you'll be billed October 1 until October 30 to cover the thirty day notice.","start":437.195,"end":450.33,"sentiment":"neutral","sentiment_score":-0.11165447622537612},{"text":"Sorry?","start":460.49,"end":460.99,"sentiment":"neutral","sentiment_score":-0.13971850275993347}],"sentiment":"neutral","sentiment_score":-0.10973924069435566,"num_words":77,"start":398.76,"end":460.99},{"sentences":[{"text":"Yeah.","start":461.37,"end":461.68997,"sentiment":"neutral","sentiment_score":-0.05734993144869805},{"text":"Because yeah.","start":461.68997,"end":463.44998,"sentiment":"neutral","sentiment_score":-0.07601485401391983},{"text":"You need to pay for the extra thirty day because that's our policy when canceling the service.","start":463.44998,"end":470.345,"sentiment":"neutral","sentiment_score":-0.2285039854400298},{"text":"We have a thirty day notice.","start":471.125,"end":472.64502,"sentiment":"neutral","sentiment_score":-0.12621873306731382},{"text":"That means you'll be billed Okay then.","start":472.64502,"end":479.43,"sentiment":"neutral","sentiment_score":-0.0690317592982735}],"sentiment":"neutral","sentiment_score":-0.16165097289238917,"num_words":33,"start":461.37,"end":479.43},{"sentences":[{"text":"So we're going to proceed on canceling the service or not anymore?","start":479.43,"end":484.01,"sentiment":"neutral","sentiment_score":-0.09520567922542493},{"text":"Mhmm.","start":492.295,"end":492.795,"sentiment":"neutral","sentiment_score":-0.2107881605625153},{"text":"If that's the case, you shouldn't in you should have informed us ahead of time, like, August or July.","start":507.79,"end":517.17004,"sentiment":"negative","sentiment_score":-0.39167559303735433},{"text":"In your contract, have you already read the contract, the 12 month contract?","start":525.715,"end":529.895,"sentiment":"neutral","sentiment_score":-0.06327348231123044},{"text":"Let me just check on their end, ma'am.","start":535.155,"end":537.64,"sentiment":"neutral","sentiment_score":-0.029393803561106324}],"sentiment":"neutral","sentiment_score":-0.18590185429268288,"num_words":53,"start":479.43,"end":537.64},{"sentences":[{"text":"Okay.","start":538.89996,"end":539.39996,"sentiment":"neutral","sentiment_score":-0.020416012033820152},{"text":"Let me just put you on hold.","start":539.7,"end":540.98,"sentiment":"neutral","sentiment_score":-0.022830221535904065},{"text":"Hang on.","start":540.98,"end":541.72,"sentiment":"neutral","sentiment_score":-0.024710487574338913},{"text":"Hello, Raha?","start":940.205,"end":941.105,"sentiment":"neutral","sentiment_score":0.02740488573908806},{"text":"Yes.","start":943.565,"end":944.045,"sentiment":"neutral","sentiment_score":0.1692962795495987}],"sentiment":"neutral","sentiment_score":-0.0004263451466193566,"num_words":13,"start":538.89996,"end":944.045},{"sentences":[{"text":"Thank you for waiting.","start":944.045,"end":945.165,"sentiment":"positive","sentiment_score":0.4354715943336487},{"text":"Upon checking with the back end team on your con on the contract, it stated that thirty day prior notice should be raised via telephone call.","start":945.165,"end":957.31,"sentiment":"neutral","sentiment_score":-0.033639647209873565},{"text":"Since this is the first time that you call us regarding the cancellation, so there's no thirty days.","start":957.69,"end":964.195,"sentiment":"neutral","sentiment_score":-0.20104925582806268},{"text":"Hello?","start":969.615,"end":970.015,"sentiment":"neutral","sentiment_score":-0.03864555060863495},{"text":"Can you hear me?","start":970.015,"end":970.995,"sentiment":"neutral","sentiment_score":-0.05306863505393267}],"sentiment":"neutral","sentiment_score":-0.05665190841229457,"num_words":53,"start":944.045,"end":970.995},{"sentences":[{"text":"Yeah.","start":972.975,"end":973.295,"sentiment":"neutral","sentiment_score":0.015800416469573975},{"text":"So in your contract, it was stated that thirty days prior notice should be raised from the customer by telephone call before canceling the service.","start":973.295,"end":984.44995,"sentiment":"neutral","sentiment_score":-0.03803917124867439},{"text":"But in your case, there's no we did not hear any notice that you'll be canceling.","start":984.82996,"end":992.035,"sentiment":"neutral","sentiment_score":-0.1809885697439313},{"text":"This is the first time that you informed us about the cancellation.","start":992.175,"end":995.15497,"sentiment":"neutral","sentiment_score":-0.1626060257355372},{"text":"But is it okay if I give you a callback to confirm this with the back end team?","start":996.015,"end":1006.72,"sentiment":"neutral","sentiment_score":0.05263638827535841}],"sentiment":"neutral","sentiment_score":-0.06715018472944696,"num_words":72,"start":972.975,"end":1006.72},{"sentences":[{"text":"You mean change of ownership?","start":1018.23505,"end":1021.455,"sentiment":"neutral","sentiment_score":-0.08279822766780853},{"text":"You mean change of ownership?","start":1023.59503,"end":1025.055,"sentiment":"neutral","sentiment_score":-0.08319860398769378},{"text":"Yeah.","start":1027.755,"end":1028.155,"sentiment":"neutral","sentiment_score":0.00008226372301578522},{"text":"We can do that.","start":1028.155,"end":1029.2151,"sentiment":"neutral","sentiment_score":0.0057385629042983055},{"text":"Do you want us to transfer it instead?","start":1029.9,"end":1031.92,"sentiment":"neutral","sentiment_score":-0.034009513445198536}],"sentiment":"neutral","sentiment_score":-0.04691407610864743,"num_words":23,"start":1018.23505,"end":1031.92},{"sentences":[{"text":"If ever we'll be cancel sorry.","start":1038.9401,"end":1041.26,"sentiment":"neutral","sentiment_score":-0.17683027684688568},{"text":"If ever we'll be transferring the service, there's no discount applicable since it's an existing account already.","start":1041.26,"end":1049.4651,"sentiment":"neutral","sentiment_score":-0.17874728274696014},{"text":"No.","start":1055.045,"end":1055.285,"sentiment":"neutral","sentiment_score":-0.12403259426355362},{"text":"Just continue the monthly bill if ever.","start":1055.285,"end":1058.3451,"sentiment":"neutral","sentiment_score":-0.11420128707374845},{"text":"So are we going to change the cancellation date?","start":1068.3201,"end":1071.825,"sentiment":"neutral","sentiment_score":-0.08534211913744609}],"sentiment":"neutral","sentiment_score":-0.1447801535949111,"num_words":40,"start":1038.9401,"end":1071.825},{"sentences":[{"text":"What do you mean a one month notice?","start":1081.825,"end":1083.6849,"sentiment":"neutral","sentiment_score":-0.07312354817986488},{"text":"Since you called us today and you want us to cancel the service today as well?","start":1092.08,"end":1098.815,"sentiment":"neutral","sentiment_score":-0.1306629041209817},{"text":"We'll issue an invoice.","start":1099.995,"end":1101.375,"sentiment":"neutral","sentiment_score":-0.27486495301127434},{"text":"Mhmm.","start":1101.835,"end":1102.335,"sentiment":"neutral","sentiment_score":-0.057098422199487686},{"text":"You'll be getting an Internet until the day of your cancellation date.","start":1113.31,"end":1118.37,"sentiment":"neutral","sentiment_score":-0.10406866545478503}],"sentiment":"neutral","sentiment_score":-0.1239262700262593,"num_words":41,"start":1081.825,"end":1118.37},{"sentences":[{"text":"So, like, for example, you'll be canceling on September 4.","start":1119.0701,"end":1123.65,"sentiment":"neutral","sentiment_score":-0.07951724901795387},{"text":"We'll disconnect the service on September 4, and a thirty day notice will be billed as well, including your bill for this month.","start":1123.87,"end":1134.175,"sentiment":"neutral","sentiment_score":-0.1290543659225754},{"text":"Next month bill is only up until October 1 to October 4.","start":1141.99,"end":1149.3701,"sentiment":"neutral","sentiment_score":-0.182690454646945},{"text":"You will not be billed for the whole month of October since you're canceling September 4.","start":1151.75,"end":1156.845,"sentiment":"neutral","sentiment_score":-0.22563409060239792},{"text":"That's how the thirty day notice run, but we'll disconnect the service on September 4.","start":1159.885,"end":1165.425,"sentiment":"neutral","sentiment_score":-0.1366199091076851}],"sentiment":"neutral","sentiment_score":-0.15283095326862836,"num_words":76,"start":1119.0701,"end":1165.425},{"sentences":[{"text":"Yeah.","start":1191.645,"end":1191.965,"sentiment":"neutral","sentiment_score":-0.12638211250305176},{"text":"Because that's not how the thirty day notice work.","start":1191.965,"end":1194.865,"sentiment":"neutral","sentiment_score":-0.2853134274482727},{"text":"This is so when are we going to cancel the service?","start":1195.91,"end":1205.37,"sentiment":"neutral","sentiment_score":-0.09600102664394812},{"text":"Sorry.","start":1205.91,"end":1206.3099,"sentiment":"neutral","sentiment_score":-0.1922975182533264},{"text":"We need to confirm that one because your bill will continue.","start":1206.3099,"end":1209.45,"sentiment":"neutral","sentiment_score":-0.2012650262225758}],"sentiment":"neutral","sentiment_score":-0.18655839573704835,"num_words":33,"start":1191.645,"end":1209.45},{"sentences":[{"text":"Yeah.","start":1234.38,"end":1234.7799,"sentiment":"neutral","sentiment_score":-0.1256534606218338},{"text":"But that's not how our thirty day notice work.","start":1234.7799,"end":1237.425,"sentiment":"neutral","sentiment_score":-0.2347079399559233},{"text":"This means you'll still be billed for the final month of service, and that invoice will also need to be settled.","start":1237.665,"end":1244.0851,"sentiment":"neutral","sentiment_score":-0.1340976832878022},{"text":"Okay.","start":1261.7,"end":1262.1,"sentiment":"neutral","sentiment_score":-0.04255785048007965},{"text":"We understand that one.","start":1262.1,"end":1263.72,"sentiment":"neutral","sentiment_score":-0.07127482816576958}],"sentiment":"neutral","sentiment_score":-0.14949259534478188,"num_words":36,"start":1234.38,"end":1263.72},{"sentences":[{"text":"But when do you want us to cancel the service?","start":1272.4451,"end":1275.265,"sentiment":"neutral","sentiment_score":-0.17728634178638458},{"text":"I'll, raise this one to our accounts department, then I'll get back it to you if they approve it, but it this is not guarantee.","start":1279.56,"end":1293.5801,"sentiment":"neutral","sentiment_score":-0.14492979943752288},{"text":"Okay, babe.","start":1303.8049,"end":1304.625,"sentiment":"neutral","sentiment_score":-0.05012865737080574},{"text":"Okay.","start":1305.165,"end":1305.565,"sentiment":"neutral","sentiment_score":-0.023886825889348984},{"text":"I'll raise this, then I'll get back to you for 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thirty days before Okay.","start":1343.5599,"end":1367.1549,"sentiment":"neutral","sentiment_score":-0.04033113997429609},{"text":"Bye.","start":1367.1549,"end":1367.6549,"sentiment":"neutral","sentiment_score":-0.07925646752119064}],"sentiment":"neutral","sentiment_score":-0.04218472700033869,"num_words":21,"start":1343.5599,"end":1367.6549}]}}]},{"alternatives":[{"transcript":"Hello. Hi. My name is Raja. I'm calling calling regarding the cancellation of the Internet. My phone number is 0424105018, and my name is Rajeshikadu Gumpati. Yeah. Just just moving to other place. Not now. I'll take I'll take it later on. Hello? Hello. I'll take I'll take it later on. I'll call you and give you a call when I 8852 Limburg Way, Green Bay, 882900. Yeah. New address at the moment. And then decided I'm just going to my friend's place at the moment. At moment, I'm going to a friend's place. New address is yeah. Yes. No problem. From from fourth of fourth of September. Yeah. I have not been informed regarding this at my card debt. I have not been informed regarding this. I have taken only the twelve month contract. After that, I was on a month to month contract. I can cap Can you please send me the contract again? Because I had it's never mentioned. Actually, I'm on a month to month basic plan monthly plan. Can you please read out the way it's mentioned? Can you please let me know? Yeah. My contract. No. Actually, my twelve month plan has been expired a long back ago. Yeah. Why are you asking me to pay the extra money? You haven't told me that for when I'm taking the correction, you have to let me know that. It's not in my bill as well. The thirty day prior information. My contract has been expired. I'm on month to month month to month plan now. Yeah. Okay. The next month I I have to pay till October 1? Cancel it. No. No. Cancel it from today. Cancel it from today. Cancel it from today means I'll be getting the Internet for thirty days. Right? Oh, hard. Then why why will I set up money without getting the Internet? Why do I get the money? No. Just just put the Internet connection. Cancel it on October 1. Okay? Cancel it on September 30. Cancel it on September 30. Thirty day notice from today to my this month. I'm not understanding why should I pay the extra thirty days. I'm informing prayer. Give me the thirty day. Yeah. No. I'll go to the other I'll go to the course. No need of this explanation. I'll go to the course. Consumer coach. Not anymore. What not anymore. Then the reason I can't understand because if I cancel it from today, I want only thirty days. You're telling thirty days. Alright? I want only thirty days bill from today. Not more than that. Just cancel from thirty days from today, and I don't need to get the next month bill. I have there is nothing in my contract there is nothing in my contract mentioned. You're agreeing from thirty days prior. There is nothing mentioned in that. Yeah. There is nothing. There's there is nothing mentioned in my contract. Yeah. Just take it just take it on your end. Yes. Yes. Hello? Yeah. Yeah. Yeah. Can I give you a callback tomorrow, or or is there any chance for me to transfer the Internet to that to the other person? Transferring the sorry? Yeah. Change of ownership. But Yeah. I will do the transfer. And will she get the discount and everything? Okay. Then then I'll give you one month. Yeah. Just continue the Internet connection. I'm just giving you a one month prior notice. Is that okay? This cancellation date from the one month notice. I'm issuing a one month notice. Till when I'll be getting the Internet. Can you let me know? No. No. Don't cancel it. Till when I'll be getting the Internet if I cancel it today? That's what I want to know. I have to pay this month's bill, the next month's bill. I have never seen such type of service. No. Don't disconnect it. I want the Internet connection, and I'm giving the notice today. I need the Internet till October 1. Okay. I'm paying the I'm paying I'm paying it for you, then why don't you supply the Internet? When you're charging me, I want the Internet till the last day. Do you get me? I'll just start it. I don't pay them. I'll go to the consumer. Right. I'll go to the consumer. Right. Thank you. I want until I pay the bill. Till the last day, I'm giving thirty day prior notice. I want my Internet connection to be until the last day of my billing period. Not you not giving me a notice and charging me for the not using the date. I don't want that to happen. Do you understand? That's not how it yeah. First, I want the final I when you are asking me one month from notice from me, I want the same number of days to be served the Internet connection at my home. If not, I'll go to the whoever consumer rights or something. Because when you have the law, I do have the law to protect myself. Do you get it? Yeah. I want the Internet connection until the last day of of on my because I'm getting billed. You're not providing me free of charge. Right? From today till September 30, and I want the bill to be only till September 30, not more than that. Yeah. If it's not guaranteed, I'll talk to someone. Some because when you have the law, I do have the law. That's all right? Yeah. Yeah. Sure. Thank you. Yeah. Yeah. Sure. Thank you. My point is can you please clear confirm my point? Because when until what day I'm you want me to wake it, until that day I need to get my Internet, and you should then charge me. And when I had asked you for the you're charging me more for the days with which I'm not staying. You get my point. Right? Yeah. Yeah. Thirty day notice. Yeah. Thirty day notice. I'm informed from today to the thirtieth of thirtieth of September. But you people are saying you'll be charged more. That's not the right that's not the right policy. That's not the right policy from your end. You got it? Thank you so 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Hi. My name is Raja. I'm calling calling regarding the cancellation of the Internet. My phone number is 0424105018, and my name is Rajeshikadu Gumpati.\n\nYeah. Just just moving to other place. Not now. I'll take I'll take it later on. Hello?\n\nHello. I'll take I'll take it later on. I'll call you and give you a call when I 8852 Limburg Way, Green Bay, 882900. Yeah. New address at the moment.\n\nAnd then decided I'm just going to my friend's place at the moment. At moment, I'm going to a friend's place. New address is yeah. Yes. No problem.\n\nFrom from fourth of fourth of September. Yeah. I have not been informed regarding this at my card debt. I have not been informed regarding this. I have taken only the twelve month contract.\n\nAfter that, I was on a month to month contract. I can cap Can you please send me the contract again? Because I had it's never mentioned. Actually, I'm on a month to month basic plan monthly plan. Can you please read out the way it's mentioned?\n\nCan you please let me know? Yeah. My contract. No. Actually, my twelve month plan has been expired a long back ago.\n\nYeah. Why are you asking me to pay the extra money? You haven't told me that for when I'm taking the correction, you have to let me know that. It's not in my bill as well. The thirty day prior information.\n\nMy contract has been expired. I'm on month to month month to month plan now. Yeah. Okay. The next month I I have to pay till October 1?\n\nCancel it. No. No. Cancel it from today. Cancel it from today.\n\nCancel it from today means I'll be getting the Internet for thirty days. Right? Oh, hard. Then why why will I set up money without getting the Internet? Why do I get the money?\n\nNo. Just just put the Internet connection. Cancel it on October 1. Okay? Cancel it on September 30.\n\nCancel it on September 30. Thirty day notice from today to my this month. I'm not understanding why should I pay the extra thirty days. I'm informing prayer. Give me the thirty day.\n\nYeah. No. I'll go to the other I'll go to the course. No need of this explanation. I'll go to the course.\n\nConsumer coach. Not anymore. What not anymore. Then the reason I can't understand because if I cancel it from today, I want only thirty days. You're telling thirty days.\n\nAlright? I want only thirty days bill from today. Not more than that. Just cancel from thirty days from today, and I don't need to get the next month bill. I have there is nothing in my contract there is nothing in my contract mentioned.\n\nYou're agreeing from thirty days prior. There is nothing mentioned in that. Yeah. There is nothing. There's there is nothing mentioned in my contract.\n\nYeah. Just take it just take it on your end. Yes. Yes. Hello?\n\nYeah. Yeah. Yeah. Can I give you a callback tomorrow, or or is there any chance for me to transfer the Internet to that to the other person? Transferring the sorry?\n\nYeah. Change of ownership. But Yeah. I will do the transfer. And will she get the discount and everything?\n\nOkay. Then then I'll give you one month. Yeah. Just continue the Internet connection. I'm just giving you a one month prior notice.\n\nIs that okay? This cancellation date from the one month notice. I'm issuing a one month notice. Till when I'll be getting the Internet. Can you let me know?\n\nNo. No. Don't cancel it. Till when I'll be getting the Internet if I cancel it today? That's what I want to know.\n\nI have to pay this month's bill, the next month's bill. I have never seen such type of service. No. Don't disconnect it. I want the Internet connection, and I'm giving the notice today.\n\nI need the Internet till October 1. Okay. I'm paying the I'm paying I'm paying it for you, then why don't you supply the Internet? When you're charging me, I want the Internet till the last day. Do you get me?\n\nI'll just start it. I don't pay them. I'll go to the consumer. Right. I'll go to the consumer.\n\nRight. Thank you. I want until I pay the bill. Till the last day, I'm giving thirty day prior notice. I want my Internet connection to be until the last day of my billing period.\n\nNot you not giving me a notice and charging me for the not using the date. I don't want that to happen. Do you understand? That's not how it yeah. First, I want the final I when you are asking me one month from notice from me, I want the same number of days to be served the Internet connection at my home.\n\nIf not, I'll go to the whoever consumer rights or something. Because when you have the law, I do have the law to protect myself. Do you get it? Yeah. I want the Internet connection until the last day of of on my because I'm getting billed.\n\nYou're not providing me free of charge. Right? From today till September 30, and I want the bill to be only till September 30, not more than that. Yeah. If it's not guaranteed, I'll talk to someone.\n\nSome because when you have the law, I do have the law. That's all right? Yeah. Yeah. Sure.\n\nThank you. Yeah. Yeah. Sure. Thank you.\n\nMy point is can you please clear confirm my point? Because when until what day I'm you want me to wake it, until that day I need to get my Internet, and you should then charge me. And when I had asked you for the you're charging me more for the days with which I'm not staying. You get my point. Right?\n\nYeah. Yeah. Thirty day notice. Yeah. Thirty day notice.\n\nI'm informed from today to the thirtieth of thirtieth of September. But you people are saying you'll be charged more. That's not the right that's not the right policy. That's not the right policy from your end. You got it?\n\nThank you so much.","paragraphs":[{"sentences":[{"text":"Hello.","start":6.24,"end":6.48,"sentiment":"neutral","sentiment_score":0.1570793092250824},{"text":"Hi.","start":6.48,"end":6.64,"sentiment":"neutral","sentiment_score":0.09057930111885072},{"text":"My name is Raja.","start":6.64,"end":7.62,"sentiment":"neutral","sentiment_score":0.03923765895888209},{"text":"I'm calling calling regarding the cancellation of the Internet.","start":9.92,"end":14.74,"sentiment":"neutral","sentiment_score":-0.07410387332654661},{"text":"My phone number is 0424105018, and my name is Rajeshikadu Gumpati.","start":22.994999,"end":28.935,"sentiment":"neutral","sentiment_score":0.004130997017703273}],"sentiment":"neutral","sentiment_score":-0.008341717175566234,"num_words":26,"start":6.24,"end":28.935},{"sentences":[{"text":"Yeah.","start":34.2,"end":34.7,"sentiment":"neutral","sentiment_score":-0.06138552725315094},{"text":"Just just moving to other place.","start":35.8,"end":37.5,"sentiment":"neutral","sentiment_score":-0.18330079317092896},{"text":"Not now.","start":45.315,"end":47.555,"sentiment":"neutral","sentiment_score":-0.21422993391752243},{"text":"I'll take I'll take it later on.","start":47.555,"end":55.074997,"sentiment":"neutral","sentiment_score":-0.17188949031489237},{"text":"Hello?","start":55.074997,"end":55.574997,"sentiment":"neutral","sentiment_score":-0.02303953841328621}],"sentiment":"neutral","sentiment_score":-0.16564212498419426,"num_words":17,"start":34.2,"end":55.574997},{"sentences":[{"text":"Hello.","start":57.635,"end":57.954998,"sentiment":"neutral","sentiment_score":0.0014671515673398972},{"text":"I'll take I'll take it later on.","start":57.954998,"end":59.475,"sentiment":"neutral","sentiment_score":0.009107218656156744},{"text":"I'll call you and give you a call when I 8852 Limburg Way, Green Bay, 882900.","start":59.475,"end":76.765,"sentiment":"neutral","sentiment_score":0.016740251739975065},{"text":"Yeah.","start":80.665,"end":80.985,"sentiment":"neutral","sentiment_score":-0.009617852978408337},{"text":"New address at the moment.","start":80.985,"end":82.445,"sentiment":"neutral","sentiment_score":-0.05454929918050766}],"sentiment":"neutral","sentiment_score":0.0016899120373030504,"num_words":30,"start":57.635,"end":82.445},{"sentences":[{"text":"And then decided I'm just going to my friend's place at the moment.","start":82.985,"end":86.125,"sentiment":"neutral","sentiment_score":-0.10080520636760272},{"text":"At moment, I'm going to a friend's place.","start":88.58,"end":90.840004,"sentiment":"neutral","sentiment_score":-0.07092534191906452},{"text":"New address is yeah.","start":91.3,"end":97.96,"sentiment":"neutral","sentiment_score":-0.02791691292077303},{"text":"Yes.","start":123.159996,"end":123.659996,"sentiment":"neutral","sentiment_score":0.015712490305304527},{"text":"No problem.","start":127.24,"end":127.979996,"sentiment":"neutral","sentiment_score":0.02664985880255699}],"sentiment":"neutral","sentiment_score":-0.06859020935371518,"num_words":28,"start":82.985,"end":127.979996},{"sentences":[{"text":"From from fourth of fourth of September.","start":130.055,"end":136.875,"sentiment":"neutral","sentiment_score":-0.026422963876809393},{"text":"Yeah.","start":140.775,"end":141.275,"sentiment":"neutral","sentiment_score":-0.015368452295660973},{"text":"I have not been informed regarding this at my card debt.","start":191.55501,"end":194.615,"sentiment":"negative","sentiment_score":-0.5014979324557565},{"text":"I have not been informed regarding this.","start":197.155,"end":199.41501,"sentiment":"negative","sentiment_score":-0.5076667325837272},{"text":"I have taken only the twelve month contract.","start":213.44,"end":215.62,"sentiment":"neutral","sentiment_score":-0.050494042690843344}],"sentiment":"neutral","sentiment_score":-0.28454193900174957,"num_words":34,"start":130.055,"end":215.62},{"sentences":[{"text":"After that, I was on a month to month contract.","start":215.825,"end":218.00499,"sentiment":"neutral","sentiment_score":-0.03725785706192255},{"text":"I can cap Can you please send me the contract again?","start":223.265,"end":243.64,"sentiment":"neutral","sentiment_score":0.04378750784830614},{"text":"Because I had it's never mentioned.","start":244.1,"end":246.685,"sentiment":"neutral","sentiment_score":-0.04622860842694839},{"text":"Actually, I'm on a month to month basic plan monthly plan.","start":247.305,"end":250.685,"sentiment":"neutral","sentiment_score":0.03786707466298884},{"text":"Can you please read out the way it's mentioned?","start":251.545,"end":256.185,"sentiment":"neutral","sentiment_score":0.006525084997216861}],"sentiment":"neutral","sentiment_score":0.006531403221665544,"num_words":47,"start":215.825,"end":256.185},{"sentences":[{"text":"Can you please let me know?","start":256.185,"end":257.645,"sentiment":"neutral","sentiment_score":0.008581571746617556},{"text":"Yeah.","start":262.65997,"end":262.97998,"sentiment":"neutral","sentiment_score":0.03367552161216736},{"text":"My contract.","start":262.97998,"end":263.8,"sentiment":"neutral","sentiment_score":0.030980051495134834},{"text":"No.","start":268.5,"end":268.74,"sentiment":"neutral","sentiment_score":-0.23637357354164124},{"text":"Actually, my twelve month plan has been expired a long back ago.","start":268.74,"end":273.105,"sentiment":"negative","sentiment_score":-0.3504880095521609}],"sentiment":"neutral","sentiment_score":-0.19523202877661044,"num_words":22,"start":256.185,"end":273.105},{"sentences":[{"text":"Yeah.","start":283.185,"end":283.505,"sentiment":"neutral","sentiment_score":-0.1983259916305542},{"text":"Why are you asking me to pay the extra money?","start":283.505,"end":285.765,"sentiment":"negative","sentiment_score":-0.4475608438253403},{"text":"You haven't told me that for when I'm taking the correction, you have to let me know that.","start":302.105,"end":307.405,"sentiment":"neutral","sentiment_score":-0.191625966793961},{"text":"It's not in my bill as well.","start":319.02,"end":320.8,"sentiment":"neutral","sentiment_score":-0.2669457793235779},{"text":"The thirty day prior information.","start":327.1,"end":328.64,"sentiment":"neutral","sentiment_score":-0.10822992622852326}],"sentiment":"neutral","sentiment_score":-0.25690175411177846,"num_words":41,"start":283.185,"end":328.64},{"sentences":[{"text":"My contract has been expired.","start":335.64502,"end":337.345,"sentiment":"neutral","sentiment_score":-0.30753533244132997},{"text":"I'm on month to month month to month plan now.","start":339.64502,"end":342.54,"sentiment":"neutral","sentiment_score":-0.06131185330450535},{"text":"Yeah.","start":347.26,"end":347.76,"sentiment":"neutral","sentiment_score":-0.08124591410160065},{"text":"Okay.","start":355.975,"end":356.375,"sentiment":"neutral","sentiment_score":-0.07841978222131729},{"text":"The next month I I have to pay till October 1?","start":356.375,"end":359.27502,"sentiment":"neutral","sentiment_score":-0.10637646033005281}],"sentiment":"neutral","sentiment_score":-0.12430721268590007,"num_words":28,"start":335.64502,"end":359.27502},{"sentences":[{"text":"Cancel it.","start":374.87997,"end":375.94,"sentiment":"neutral","sentiment_score":-0.14615677297115326},{"text":"No.","start":376.87997,"end":377.19998,"sentiment":"neutral","sentiment_score":-0.2795667350292206},{"text":"No.","start":377.19998,"end":377.36,"sentiment":"neutral","sentiment_score":-0.2968345284461975},{"text":"Cancel it from today.","start":377.36,"end":378.66,"sentiment":"neutral","sentiment_score":-0.21671386435627937},{"text":"Cancel it from today.","start":378.72,"end":379.94,"sentiment":"neutral","sentiment_score":-0.1470663659274578}],"sentiment":"neutral","sentiment_score":-0.19365297754605612,"num_words":12,"start":374.87997,"end":379.94},{"sentences":[{"text":"Cancel it from today means I'll be getting the Internet for thirty days.","start":380.72,"end":383.75998,"sentiment":"neutral","sentiment_score":-0.22055728389666632},{"text":"Right?","start":383.75998,"end":384.255,"sentiment":"neutral","sentiment_score":-0.14859753847122192},{"text":"Oh, hard.","start":388.975,"end":389.715,"sentiment":"neutral","sentiment_score":-0.2365163490176201},{"text":"Then why why will I set up money without getting the Internet?","start":391.935,"end":395.375,"sentiment":"neutral","sentiment_score":-0.2824452581504981},{"text":"Why do I get the money?","start":395.375,"end":396.48,"sentiment":"neutral","sentiment_score":-0.23366793245077133}],"sentiment":"neutral","sentiment_score":-0.24353604763746262,"num_words":34,"start":380.72,"end":396.48},{"sentences":[{"text":"No.","start":413.575,"end":413.975,"sentiment":"neutral","sentiment_score":-0.217453271150589},{"text":"Just just put the Internet connection.","start":413.975,"end":416.155,"sentiment":"neutral","sentiment_score":-0.2537999947865804},{"text":"Cancel it on October 1.","start":417.015,"end":419.435,"sentiment":"neutral","sentiment_score":-0.14515569657087327},{"text":"Okay?","start":419.575,"end":420.075,"sentiment":"neutral","sentiment_score":-0.07217943668365479},{"text":"Cancel it on September 30.","start":430.28,"end":432.22,"sentiment":"neutral","sentiment_score":-0.11258391290903091}],"sentiment":"neutral","sentiment_score":-0.17228504021962485,"num_words":18,"start":413.575,"end":432.22},{"sentences":[{"text":"Cancel it on September 30.","start":432.28,"end":434.06,"sentiment":"neutral","sentiment_score":-0.06289476156234741},{"text":"Thirty day notice from today to my this month.","start":450.54,"end":453.28,"sentiment":"neutral","sentiment_score":-0.0918486076924536},{"text":"I'm not understanding why should I pay the extra thirty days.","start":456.78,"end":459.82,"sentiment":"negative","sentiment_score":-0.5833226469430056},{"text":"I'm informing prayer.","start":459.82,"end":460.96,"sentiment":"neutral","sentiment_score":-0.15011299898227057},{"text":"Give me the thirty day.","start":461.02,"end":462.4,"sentiment":"neutral","sentiment_score":-0.07103966549038887}],"sentiment":"neutral","sentiment_score":-0.2534302338732011,"num_words":33,"start":432.28,"end":462.4},{"sentences":[{"text":"Yeah.","start":471.16498,"end":471.485,"sentiment":"neutral","sentiment_score":-0.05170535296201706},{"text":"No.","start":471.485,"end":471.985,"sentiment":"neutral","sentiment_score":-0.17983466386795044},{"text":"I'll go to the other I'll go to the course.","start":472.205,"end":474.445,"sentiment":"neutral","sentiment_score":-0.09625432118773461},{"text":"No need of this explanation.","start":474.445,"end":475.66498,"sentiment":"neutral","sentiment_score":-0.21821649074554444},{"text":"I'll go to the course.","start":475.805,"end":476.865,"sentiment":"neutral","sentiment_score":-0.04905063435435295}],"sentiment":"neutral","sentiment_score":-0.11501903882758184,"num_words":22,"start":471.16498,"end":476.865},{"sentences":[{"text":"Consumer coach.","start":478.74,"end":485.14,"sentiment":"neutral","sentiment_score":-0.07074652519077063},{"text":"Not anymore.","start":485.14,"end":485.88,"sentiment":"negative","sentiment_score":-0.3395925760269165},{"text":"What not anymore.","start":485.94,"end":487.3,"sentiment":"negative","sentiment_score":-0.38887693484624225},{"text":"Then the reason I can't understand because if I cancel it from today, I want only thirty days.","start":487.3,"end":493.975,"sentiment":"negative","sentiment_score":-0.3448680399192704},{"text":"You're telling thirty days.","start":493.975,"end":495.095,"sentiment":"neutral","sentiment_score":-0.18857773020863533}],"sentiment":"neutral","sentiment_score":-0.3085946429777762,"num_words":29,"start":478.74,"end":495.095},{"sentences":[{"text":"Alright?","start":495.095,"end":495.575,"sentiment":"neutral","sentiment_score":-0.10701102018356325},{"text":"I want only thirty days bill from today.","start":495.575,"end":497.675,"sentiment":"neutral","sentiment_score":-0.1503589916974306},{"text":"Not more than that.","start":497.815,"end":499.035,"sentiment":"neutral","sentiment_score":-0.2917787507176399},{"text":"Just cancel from thirty days from today, and I don't need to get the next month bill.","start":499.815,"end":504.395,"sentiment":"neutral","sentiment_score":-0.275613909258562},{"text":"I have there is nothing in my contract there is nothing in my contract mentioned.","start":515.15,"end":519.25,"sentiment":"neutral","sentiment_score":-0.2627667009830475}],"sentiment":"neutral","sentiment_score":-0.24675410952832963,"num_words":45,"start":495.095,"end":519.25},{"sentences":[{"text":"You're agreeing from thirty days prior.","start":519.31,"end":521.23,"sentiment":"neutral","sentiment_score":-0.1748745640118917},{"text":"There is nothing mentioned in that.","start":521.23,"end":523.01,"sentiment":"neutral","sentiment_score":-0.18685083587964377},{"text":"Yeah.","start":526.925,"end":527.325,"sentiment":"neutral","sentiment_score":-0.056270815432071686},{"text":"There is nothing.","start":527.325,"end":528.125,"sentiment":"neutral","sentiment_score":-0.10740210364262263},{"text":"There's there is nothing mentioned in my contract.","start":528.125,"end":531.265,"sentiment":"neutral","sentiment_score":-0.07698467327281833}],"sentiment":"neutral","sentiment_score":-0.13186278799548745,"num_words":24,"start":519.31,"end":531.265},{"sentences":[{"text":"Yeah.","start":536.31,"end":536.63,"sentiment":"neutral","sentiment_score":-0.023950284346938133},{"text":"Just take it just take it on your end.","start":536.63,"end":541.85004,"sentiment":"neutral","sentiment_score":-0.024471918845342264},{"text":"Yes.","start":942.375,"end":942.615,"sentiment":"neutral","sentiment_score":0.06907601654529572},{"text":"Yes.","start":942.615,"end":943.115,"sentiment":"neutral","sentiment_score":0.1036757379770279},{"text":"Hello?","start":970.565,"end":970.885,"sentiment":"neutral","sentiment_score":-0.022289380431175232}],"sentiment":"neutral","sentiment_score":-0.0072103984510669345,"num_words":13,"start":536.31,"end":970.885},{"sentences":[{"text":"Yeah.","start":970.885,"end":971.125,"sentiment":"neutral","sentiment_score":-0.011194191873073578},{"text":"Yeah.","start":971.125,"end":971.205,"sentiment":"neutral","sentiment_score":0.002587363123893738},{"text":"Yeah.","start":971.205,"end":971.705,"sentiment":"neutral","sentiment_score":0.014009084552526474},{"text":"Can I give you a callback tomorrow, or or is there any chance for me to transfer the Internet to that to the other person?","start":1008.93,"end":1015.51,"sentiment":"neutral","sentiment_score":0.004265360534191132},{"text":"Transferring the sorry?","start":1020.365,"end":1022.705,"sentiment":"neutral","sentiment_score":-0.07805219292640686}],"sentiment":"neutral","sentiment_score":-0.003939364826486957,"num_words":31,"start":970.885,"end":1022.705},{"sentences":[{"text":"Yeah.","start":1025.885,"end":1026.205,"sentiment":"neutral","sentiment_score":-0.0393826887011528},{"text":"Change of ownership.","start":1026.205,"end":1027.185,"sentiment":"neutral","sentiment_score":-0.05621659383177757},{"text":"But Yeah.","start":1029.965,"end":1032.48,"sentiment":"neutral","sentiment_score":-0.003964639268815517},{"text":"I will do the transfer.","start":1032.48,"end":1033.76,"sentiment":"neutral","sentiment_score":0.036345823854207995},{"text":"And will she get the discount and everything?","start":1033.76,"end":1035.86,"sentiment":"neutral","sentiment_score":0.029455556999891996}],"sentiment":"neutral","sentiment_score":0.010600622449266283,"num_words":19,"start":1025.885,"end":1035.86},{"sentences":[{"text":"Okay.","start":1052.455,"end":1052.955,"sentiment":"neutral","sentiment_score":-0.0382484495639801},{"text":"Then then I'll give you one month.","start":1053.495,"end":1056.075,"sentiment":"neutral","sentiment_score":-0.09024310963494438},{"text":"Yeah.","start":1059.03,"end":1059.53,"sentiment":"neutral","sentiment_score":-0.009149245917797089},{"text":"Just continue the Internet connection.","start":1059.99,"end":1062.25,"sentiment":"neutral","sentiment_score":-0.0032364286482334135},{"text":"I'm just giving you a one month prior notice.","start":1062.63,"end":1064.97,"sentiment":"neutral","sentiment_score":-0.002414108719676733}],"sentiment":"neutral","sentiment_score":-0.031174286288897627,"num_words":23,"start":1052.455,"end":1064.97},{"sentences":[{"text":"Is that okay?","start":1065.03,"end":1065.9299,"sentiment":"neutral","sentiment_score":0.02222570280234019},{"text":"This cancellation date from the one month notice.","start":1073.645,"end":1077.985,"sentiment":"neutral","sentiment_score":-0.10465573519468307},{"text":"I'm issuing a one month notice.","start":1084.0449,"end":1085.905,"sentiment":"neutral","sentiment_score":-0.044617307682832084},{"text":"Till when I'll be getting the Internet.","start":1086.24,"end":1087.84,"sentiment":"neutral","sentiment_score":-0.0498349629342556},{"text":"Can you let me know?","start":1087.84,"end":1088.9,"sentiment":"neutral","sentiment_score":-0.043264764547348025}],"sentiment":"neutral","sentiment_score":-0.0552910752594471,"num_words":29,"start":1065.03,"end":1088.9},{"sentences":[{"text":"No.","start":1099.645,"end":1099.805,"sentiment":"negative","sentiment_score":-0.3561391234397888},{"text":"No.","start":1099.805,"end":1099.9651,"sentiment":"negative","sentiment_score":-0.3750191032886505},{"text":"Don't cancel it.","start":1099.9651,"end":1101.265,"sentiment":"negative","sentiment_score":-0.3379032810529073},{"text":"Till when I'll be getting the Internet if I cancel it today?","start":1104.8451,"end":1108.2251,"sentiment":"neutral","sentiment_score":-0.10840293082098167},{"text":"That's what I want to know.","start":1108.685,"end":1110.0651,"sentiment":"neutral","sentiment_score":-0.1065409022072951}],"sentiment":"neutral","sentiment_score":-0.1602151588253353,"num_words":23,"start":1099.645,"end":1110.0651},{"sentences":[{"text":"I have to pay this month's bill, the next month's bill.","start":1135.6849,"end":1138.745,"sentiment":"neutral","sentiment_score":-0.22757307507775046},{"text":"I have never seen such type of service.","start":1139.88,"end":1142.14,"sentiment":"negative","sentiment_score":-0.3711789548397064},{"text":"No.","start":1167.155,"end":1167.395,"sentiment":"neutral","sentiment_score":-0.20222505927085876},{"text":"Don't disconnect it.","start":1167.395,"end":1168.855,"sentiment":"neutral","sentiment_score":-0.20758366088072458},{"text":"I want the Internet connection, and I'm giving the notice today.","start":1169.02,"end":1173.5,"sentiment":"neutral","sentiment_score":-0.11710563708435405}],"sentiment":"neutral","sentiment_score":-0.22311392689452453,"num_words":34,"start":1135.6849,"end":1173.5},{"sentences":[{"text":"I need the Internet till October 1.","start":1173.5,"end":1177.1201,"sentiment":"neutral","sentiment_score":-0.09878219557659966},{"text":"Okay.","start":1178.78,"end":1179.26,"sentiment":"neutral","sentiment_score":-0.08498850464820862},{"text":"I'm paying the I'm paying I'm paying it for you, then why don't you supply the Internet?","start":1179.26,"end":1184.16,"sentiment":"neutral","sentiment_score":-0.2913531143875683},{"text":"When you're charging me, I want the Internet till the last day.","start":1185.875,"end":1189.575,"sentiment":"neutral","sentiment_score":-0.24461615458130836},{"text":"Do you get me?","start":1189.955,"end":1191.015,"sentiment":"neutral","sentiment_score":-0.1319585070014}],"sentiment":"neutral","sentiment_score":-0.22421206588425288,"num_words":41,"start":1173.5,"end":1191.015},{"sentences":[{"text":"I'll just start it.","start":1195.315,"end":1196.0349,"sentiment":"neutral","sentiment_score":-0.1628309302031994},{"text":"I don't pay them.","start":1196.0349,"end":1196.85,"sentiment":"negative","sentiment_score":-0.38971398025751114},{"text":"I'll go to the consumer.","start":1196.9299,"end":1198.07,"sentiment":"neutral","sentiment_score":-0.1794105738401413},{"text":"Right.","start":1198.37,"end":1198.87,"sentiment":"neutral","sentiment_score":-0.03240128606557846},{"text":"I'll go to the consumer.","start":1199.41,"end":1200.45,"sentiment":"neutral","sentiment_score":-0.004115589521825313}],"sentiment":"neutral","sentiment_score":-0.16632693393253967,"num_words":19,"start":1195.315,"end":1200.45},{"sentences":[{"text":"Right.","start":1200.45,"end":1200.69,"sentiment":"neutral","sentiment_score":0.03858236223459244},{"text":"Thank you.","start":1200.69,"end":1201.4299,"sentiment":"neutral","sentiment_score":0.14617247879505157},{"text":"I want until I pay the bill.","start":1211.265,"end":1213.685,"sentiment":"neutral","sentiment_score":-0.22837900476796286},{"text":"Till the last day, I'm giving thirty day prior notice.","start":1213.8251,"end":1216.4851,"sentiment":"neutral","sentiment_score":-0.18505650907754898},{"text":"I want my Internet connection to be until the last day of my billing period.","start":1216.625,"end":1222.0851,"sentiment":"neutral","sentiment_score":-0.17833954046169917}],"sentiment":"neutral","sentiment_score":-0.16552525460720063,"num_words":35,"start":1200.45,"end":1222.0851},{"sentences":[{"text":"Not you not giving me a notice and charging me for the not using the date.","start":1223.185,"end":1230.3,"sentiment":"negative","sentiment_score":-0.6279003862291574},{"text":"I don't want that to happen.","start":1230.3,"end":1231.76,"sentiment":"negative","sentiment_score":-0.7111074527104696},{"text":"Do you understand?","start":1231.9,"end":1232.8,"sentiment":"neutral","sentiment_score":-0.24547588328520456},{"text":"That's not how it yeah.","start":1236.62,"end":1238.14,"sentiment":"neutral","sentiment_score":-0.22347845137119293},{"text":"First, I want the final I when you are asking me one month from notice from me, I want the same number of days to be served the Internet connection at my home.","start":1238.14,"end":1251.905,"sentiment":"neutral","sentiment_score":-0.12756324469140082}],"sentiment":"neutral","sentiment_score":-0.32343583932471653,"num_words":63,"start":1223.185,"end":1251.905},{"sentences":[{"text":"If not, I'll go to the whoever consumer rights or something.","start":1251.905,"end":1256.005,"sentiment":"neutral","sentiment_score":-0.2854101454669779},{"text":"Because when you have the law, I do have the law to protect myself.","start":1257.37,"end":1260.51,"sentiment":"neutral","sentiment_score":-0.17189408838748932},{"text":"Do you get it?","start":1261.69,"end":1262.67,"sentiment":"neutral","sentiment_score":-0.04612306319177151},{"text":"Yeah.","start":1263.45,"end":1263.95,"sentiment":"neutral","sentiment_score":-0.06893253326416016},{"text":"I want the Internet connection until the last day of of on my because I'm getting billed.","start":1264.01,"end":1268.8099,"sentiment":"neutral","sentiment_score":-0.11618636154076632}],"sentiment":"neutral","sentiment_score":-0.16541748446352939,"num_words":47,"start":1251.905,"end":1268.8099},{"sentences":[{"text":"You're not providing me free of charge.","start":1268.8099,"end":1270.57,"sentiment":"neutral","sentiment_score":-0.299950156893049},{"text":"Right?","start":1270.57,"end":1271.07,"sentiment":"neutral","sentiment_score":-0.11389373987913132},{"text":"From today till September 30, and I want the bill to be only till September 30, not more than that.","start":1275.785,"end":1282.525,"sentiment":"neutral","sentiment_score":-0.0961793128401041},{"text":"Yeah.","start":1294.86,"end":1295.1799,"sentiment":"neutral","sentiment_score":-0.16616776585578918},{"text":"If it's not guaranteed, I'll talk to someone.","start":1295.1799,"end":1297.6,"sentiment":"neutral","sentiment_score":-0.2667650915682316}],"sentiment":"neutral","sentiment_score":-0.1739843133333567,"num_words":37,"start":1268.8099,"end":1297.6},{"sentences":[{"text":"Some because when you have the law, I do have the law.","start":1298.54,"end":1303.275,"sentiment":"neutral","sentiment_score":-0.19717320799827576},{"text":"That's all right?","start":1303.4149,"end":1304.395,"sentiment":"neutral","sentiment_score":-0.09415492912133534},{"text":"Yeah.","start":1305.255,"end":1305.755,"sentiment":"neutral","sentiment_score":-0.01032494194805622},{"text":"Yeah.","start":1309.255,"end":1309.495,"sentiment":"neutral","sentiment_score":0.03299214690923691},{"text":"Sure.","start":1309.495,"end":1309.995,"sentiment":"neutral","sentiment_score":0.07871206104755402}],"sentiment":"neutral","sentiment_score":-0.14150911207414335,"num_words":18,"start":1298.54,"end":1309.995},{"sentences":[{"text":"Thank you.","start":1310.0549,"end":1310.7949,"sentiment":"neutral","sentiment_score":0.1690669059753418},{"text":"Yeah.","start":1313.82,"end":1314.0599,"sentiment":"neutral","sentiment_score":0.019602373242378235},{"text":"Yeah.","start":1314.0599,"end":1314.38,"sentiment":"neutral","sentiment_score":0.0387040376663208},{"text":"Sure.","start":1314.38,"end":1314.7,"sentiment":"neutral","sentiment_score":0.07954394072294235},{"text":"Thank you.","start":1314.7,"end":1315.44,"sentiment":"neutral","sentiment_score":0.18573550879955292}],"sentiment":"neutral","sentiment_score":0.12106502588306155,"num_words":7,"start":1310.0549,"end":1315.44},{"sentences":[{"text":"My point is can you please clear confirm my point?","start":1317.1799,"end":1320.64,"sentiment":"neutral","sentiment_score":0.10501736700534821},{"text":"Because when until what day I'm you want me to wake it, until that day I need to get my Internet, and you should then charge me.","start":1320.7,"end":1331.3151,"sentiment":"neutral","sentiment_score":-0.02535877404389558},{"text":"And when I had asked you for the you're charging me more for the days with which I'm not staying.","start":1331.775,"end":1339.635,"sentiment":"negative","sentiment_score":-0.37042233273386954},{"text":"You get my point.","start":1339.775,"end":1340.735,"sentiment":"neutral","sentiment_score":-0.3254372738301754},{"text":"Right?","start":1340.735,"end":1341.235,"sentiment":"neutral","sentiment_score":-0.09304533898830414}],"sentiment":"neutral","sentiment_score":-0.13609281158254993,"num_words":62,"start":1317.1799,"end":1341.235},{"sentences":[{"text":"Yeah.","start":1343.6799,"end":1344.1799,"sentiment":"neutral","sentiment_score":-0.07192680239677429},{"text":"Yeah.","start":1348.1599,"end":1348.48,"sentiment":"neutral","sentiment_score":-0.04639649763703346},{"text":"Thirty day notice.","start":1348.48,"end":1349.46,"sentiment":"neutral","sentiment_score":-0.06969087819258372},{"text":"Yeah.","start":1349.6,"end":1350.1,"sentiment":"neutral","sentiment_score":-0.034566089510917664},{"text":"Thirty day notice.","start":1350.5599,"end":1351.52,"sentiment":"neutral","sentiment_score":-0.05181137596567472}],"sentiment":"neutral","sentiment_score":-0.057488461335500084,"num_words":9,"start":1343.6799,"end":1351.52},{"sentences":[{"text":"I'm informed from today to the thirtieth of thirtieth of September.","start":1351.52,"end":1354.9,"sentiment":"neutral","sentiment_score":-0.03811137429015203},{"text":"But you people are saying you'll be charged more.","start":1355.5249,"end":1358.1849,"sentiment":"negative","sentiment_score":-0.704078197479248},{"text":"That's not the right that's not the right policy.","start":1358.8049,"end":1361.1449,"sentiment":"negative","sentiment_score":-0.8309425711631775},{"text":"That's not the right policy from your end.","start":1361.605,"end":1363.7849,"sentiment":"negative","sentiment_score":-0.7276106104254723},{"text":"You got it?","start":1363.845,"end":1364.725,"sentiment":"neutral","sentiment_score":-0.31981074810028076}],"sentiment":"negative","sentiment_score":-0.525368229066953,"num_words":40,"start":1351.52,"end":1364.725},{"sentences":[{"text":"Thank you so much.","start":1364.725,"end":1365.865,"sentiment":"positive","sentiment_score":0.5649581700563431}],"sentiment":"positive","sentiment_score":0.5649581700563431,"num_words":4,"start":1364.725,"end":1365.865}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Maureen from Ertow tech support. How can\n\nChannel 1: Hello.\n\nChannel 0: I assist\n\nChannel 1: Hi. My name\n\nChannel 0: you?\n\nChannel 1: is Raja.\n\nChannel 0: Mhmm.\n\nChannel 1: I'm calling\n\nChannel 0: This is Marija. Mhmm.\n\nChannel 1: calling regarding the cancellation of the Internet.\n\nChannel 0: Mhmm. Can I have your full name, please, for me to check the account?\n\nChannel 1: My phone number is 0424105018, and my name is Rajeshikadu Gumpati.\n\nChannel 0: Okay. May I know the reason for the cancellation\n\nChannel 1: Yeah.\n\nChannel 0: of the account?\n\nChannel 1: Just just moving to other place.\n\nChannel 0: Okay. And you don't want to bring your airtel? Like, we can check the new address\n\nChannel 1: Not\n\nChannel 0: if it's serviceable\n\nChannel 1: now.\n\nChannel 0: for\n\nChannel 1: I'll\n\nChannel 0: you\n\nChannel 1: take\n\nChannel 0: to prevent canceling.\n\nChannel 1: I'll take it later on. Hello?\n\nChannel 0: Yes. Hello?\n\nChannel 1: Hello. I'll take I'll take it later on. I'll call you and give you a call when I\n\nChannel 0: Yeah. We can I have the full address first before we for me to check?\n\nChannel 1: 8852 Limburg Way, Green Bay, 882900.\n\nChannel 0: How about the new address?\n\nChannel 1: Yeah. New address at the moment. And then decided I'm just going to my friend's place at the moment.\n\nChannel 0: Sorry?\n\nChannel 1: At moment, I'm going to a friend's place. New address\n\nChannel 0: Mhmm. Okay. I see.\n\nChannel 1: is\n\nChannel 0: Okay then. Is it okay if I put you on hold? Let me just check your account.\n\nChannel 1: yeah.\n\nChannel 0: Okay. Hang on. Hello, Raja?\n\nChannel 1: Yes.\n\nChannel 0: Yeah. May I know the effective date for the cancellation?\n\nChannel 1: No problem. From\n\nChannel 0: You have a, yeah, specific date?\n\nChannel 1: from fourth of fourth of September.\n\nChannel 0: September 4.\n\nChannel 1: Yeah.\n\nChannel 0: So that is Friday. Okay. Hang on. Let me just check. So for the cancellation, we have a thirty day notice for the cancellation, which means if if you're canceling on September 4, you'll receive an invoice for a one month bill, which is for the month of September.\n\nYou need to settle your month of for the month of September and bill for October 1 until October 4 to cover the thirty day notice.\n\nChannel 1: I have not been informed regarding this at my card debt.\n\nChannel 0: Sorry?\n\nChannel 1: I have not been informed regarding this.\n\nChannel 0: Okay. I see. Yeah. But for your information, yeah, we have thirty day notice for the cancellation. That's why you need to inform us thirty days ahead.\n\nChannel 1: I have taken only the twelve month contract. After that, I was on a month to month contract.\n\nChannel 0: Mhmm. Yeah. But for the\n\nChannel 1: I\n\nChannel 0: 12\n\nChannel 1: can cap\n\nChannel 0: month contract since yeah. Since the contract is fulfilled, you don't need to pay for the cancellation fee anymore. You just need to settle the thirty day notice. That's your policy even though you're not under contract.\n\nChannel 1: Can you please send me the contract again? Because I had it's never mentioned. Actually, I'm on a month to month basic plan monthly plan. Can\n\nChannel 0: Mhmm.\n\nChannel 1: you please read out the way it's mentioned? Can you please let me know?\n\nChannel 0: You want me to send the contract?\n\nChannel 1: Yeah. My contract.\n\nChannel 0: Actually, you can download the contract via the customer portal.\n\nChannel 1: No. Actually, my twelve month plan has been expired a long back ago.\n\nChannel 0: Yeah. That's correct. So you don't need to settle the cancellation fee anymore, but we have a thirty day notice. Sorry?\n\nChannel 1: Yeah. Why are you asking me to pay the extra money?\n\nChannel 0: That is for the yeah. That is for the thirty day notice for us you're informing us that you're canceling. Because you need to inform us thirty days before first of\n\nChannel 1: You haven't told\n\nChannel 0: December.\n\nChannel 1: me that for when I'm taking the correction, you have to let me know that.\n\nChannel 0: I think it's on the contract as well regarding the thirty day policy.\n\nChannel 1: It's not in my bill as well.\n\nChannel 0: What do you mean it's not on your bill?\n\nChannel 1: The thirty day prior information.\n\nChannel 0: It's at the contract, not on your bill.\n\nChannel 1: My contract has been expired.\n\nChannel 0: Yeah. That's\n\nChannel 1: I'm\n\nChannel 0: why\n\nChannel 1: on month to month month to month plan now.\n\nChannel 0: yeah. Even though your contract has been fulfilled, your the contract is done,\n\nChannel 1: Yeah.\n\nChannel 0: there's still a thirty day notice. That's our policy even though there's no contract involved.\n\nChannel 1: Okay. The next month I I have to pay till October 1?\n\nChannel 0: Yeah. So you need to settle your bill for this month, which is your bill for September. Then since you want us to cancel the it on\n\nChannel 1: Cancel\n\nChannel 0: September\n\nChannel 1: it.\n\nChannel 0: four\n\nChannel 1: No. No. Cancel\n\nChannel 0: September\n\nChannel 1: it from\n\nChannel 0: four\n\nChannel 1: today.\n\nChannel 0: today.\n\nChannel 1: Cancel it from today. Cancel it from today means I'll be getting the Internet for thirty days. Right?\n\nChannel 0: No. You cannot utilize the Internet anymore. If\n\nChannel 1: Oh, hard.\n\nChannel 0: you will be canceling today\n\nChannel 1: Then why\n\nChannel 0: yeah. We'll\n\nChannel 1: why will\n\nChannel 0: disconnect\n\nChannel 1: I set\n\nChannel 0: the\n\nChannel 1: up money\n\nChannel 0: service\n\nChannel 1: without getting the Internet? Why do I get the money?\n\nChannel 0: today. That money is for the thirty day notice. That's why you need to inform us ahead of time. If you inform us August, then\n\nChannel 1: No. Just just put the Internet connection. Cancel it on October 1. Okay?\n\nChannel 0: If I'm can as well, canceling it on October 1, you'll be billed for the month of October as well because\n\nChannel 1: Cancel\n\nChannel 0: our system\n\nChannel 1: it on\n\nChannel 0: will\n\nChannel 1: September\n\nChannel 0: generate\n\nChannel 1: 30.\n\nChannel 0: an invoice.\n\nChannel 1: Cancel it on September 30.\n\nChannel 0: If you if ever we'll be canceling it on September 30, you'll be billed October 1 until October 30 to cover the thirty day notice.\n\nChannel 1: Thirty day notice from today to my this month. I'm not understanding why should I pay the extra thirty days. I'm informing prayer.\n\nChannel 0: Sorry?\n\nChannel 1: Give me\n\nChannel 0: Yeah.\n\nChannel 1: the thirty\n\nChannel 0: Because\n\nChannel 1: day.\n\nChannel 0: yeah. You need to pay for the extra thirty day because that's our policy when canceling the service. We\n\nChannel 1: Yeah.\n\nChannel 0: have\n\nChannel 1: No.\n\nChannel 0: a thirty day\n\nChannel 1: I'll\n\nChannel 0: notice.\n\nChannel 1: go to\n\nChannel 0: That\n\nChannel 1: the other\n\nChannel 0: means\n\nChannel 1: I'll\n\nChannel 0: you'll\n\nChannel 1: go to\n\nChannel 0: be\n\nChannel 1: the\n\nChannel 0: billed\n\nChannel 1: course. No need of this explanation. I'll go to the course. Consumer\n\nChannel 0: Okay then. So we're going to proceed on canceling the service or not anymore?\n\nChannel 1: coach. Not anymore. What not anymore. Then the reason I can't understand because if I cancel it from today,\n\nChannel 0: Mhmm.\n\nChannel 1: I want only thirty days. You're telling thirty days. Alright? I want only thirty days bill from today. Not more than that.\n\nJust cancel from thirty days from today, and I don't need to get the next month bill.\n\nChannel 0: If that's the case, you shouldn't in you should have informed us ahead of time, like, August\n\nChannel 1: I have there is nothing\n\nChannel 0: or\n\nChannel 1: in my\n\nChannel 0: July.\n\nChannel 1: contract there is nothing in my contract mentioned. You're agreeing from thirty days prior. There is nothing mentioned in that.\n\nChannel 0: In your contract, have you\n\nChannel 1: Yeah.\n\nChannel 0: already\n\nChannel 1: There is\n\nChannel 0: read\n\nChannel 1: nothing.\n\nChannel 0: the contract,\n\nChannel 1: There's\n\nChannel 0: the 12\n\nChannel 1: there\n\nChannel 0: month\n\nChannel 1: is\n\nChannel 0: contract?\n\nChannel 1: nothing mentioned in my contract.\n\nChannel 0: Let me just check on\n\nChannel 1: Yeah.\n\nChannel 0: their\n\nChannel 1: Just\n\nChannel 0: end,\n\nChannel 1: take it\n\nChannel 0: ma'am.\n\nChannel 1: just take it on your\n\nChannel 0: Okay. Let me just put you on hold. Hang on.\n\nChannel 1: end.\n\nChannel 0: Hello, Raha?\n\nChannel 1: Yes. Yes.\n\nChannel 0: Yes. Thank you for waiting. Upon checking with the back end team on your con on the contract, it stated that thirty day prior notice should be raised via telephone call. Since this is the first time that you call us regarding the cancellation, so there's no thirty days. Hello?\n\nCan you hear me?\n\nChannel 1: Hello? Yeah. Yeah. Yeah.\n\nChannel 0: Yeah. So in your contract, it was stated that thirty days prior notice should be raised from the customer by telephone call before canceling the service. But in your case, there's no we did not hear any notice that you'll be canceling. This is the first time that you informed us about the cancellation. But is it okay if I give you a callback to confirm this with the back end team?\n\nChannel 1: Can I give you a callback tomorrow, or or is there any chance for me to transfer the Internet to that to the other person?\n\nChannel 0: You mean\n\nChannel 1: Transferring\n\nChannel 0: change of ownership?\n\nChannel 1: the sorry?\n\nChannel 0: You mean change of ownership?\n\nChannel 1: Yeah. Change of ownership.\n\nChannel 0: Yeah. We can do that. Do\n\nChannel 1: But\n\nChannel 0: you want us to transfer it instead?\n\nChannel 1: Yeah. I will do the transfer. And will she get the discount and everything?\n\nChannel 0: If ever we'll be cancel sorry. If ever we'll be transferring the service, there's no discount applicable since it's an existing account already.\n\nChannel 1: Okay. Then then I'll give\n\nChannel 0: No.\n\nChannel 1: you\n\nChannel 0: Just\n\nChannel 1: one month.\n\nChannel 0: continue the monthly bill if ever.\n\nChannel 1: Yeah. Just continue the Internet connection. I'm just giving you a one month prior notice. Is that okay?\n\nChannel 0: So are we going to change the cancellation date?\n\nChannel 1: This cancellation date from the one month notice.\n\nChannel 0: What do you mean a one month notice?\n\nChannel 1: I'm issuing a one month notice. Till when I'll be getting the Internet. Can you let me know?\n\nChannel 0: Since you called us today and you want us to cancel the service today as well?\n\nChannel 1: No. No. Don't\n\nChannel 0: We'll\n\nChannel 1: cancel\n\nChannel 0: issue an\n\nChannel 1: it.\n\nChannel 0: invoice. Mhmm.\n\nChannel 1: Till when I'll be getting the Internet if I cancel it today? That's what I want to know.\n\nChannel 0: You'll be getting an Internet until the day of your cancellation date. So, like, for example, you'll be canceling on September 4. We'll disconnect the service on September 4, and a thirty day notice will be billed as well, including your bill for this month.\n\nChannel 1: I have to pay this month's bill, the next month's bill. I have never seen such type of service.\n\nChannel 0: Next month bill is only up until October 1 to October 4. You will not be billed for the whole month of October since you're canceling September 4. That's how the thirty day notice run, but we'll disconnect the service on September 4.\n\nChannel 1: No. Don't disconnect it. I want the Internet connection, and I'm giving the notice today. I need the Internet till October 1. Okay.\n\nI'm paying the I'm paying I'm paying it for you, then why don't you supply the Internet? When you're charging me, I want the Internet till the last day. Do you get me?\n\nChannel 0: Yeah. Because that's not how the thirty day notice work.\n\nChannel 1: I'll just start it.\n\nChannel 0: This\n\nChannel 1: I don't\n\nChannel 0: is\n\nChannel 1: pay them. I'll go to the consumer. Right. I'll go to the consumer. Right.\n\nThank you.\n\nChannel 0: so when are we going to cancel the service? Sorry. We need to confirm that one because your bill will continue.\n\nChannel 1: I want until I pay the bill. Till the last day, I'm giving thirty day prior notice. I want my Internet connection to be until the last day of my billing period. Not you not giving me a notice and charging me for the not using the date. I don't want that to happen.\n\nDo you understand?\n\nChannel 0: Yeah. But that's not how our thirty day notice\n\nChannel 1: That's not\n\nChannel 0: work.\n\nChannel 1: how it\n\nChannel 0: This\n\nChannel 1: yeah.\n\nChannel 0: means\n\nChannel 1: First,\n\nChannel 0: you'll still be billed for the final month of service, and that\n\nChannel 1: I\n\nChannel 0: invoice\n\nChannel 1: want the\n\nChannel 0: will\n\nChannel 1: final\n\nChannel 0: also need\n\nChannel 1: I\n\nChannel 0: to be settled.\n\nChannel 1: when you are asking me one month from notice from me, I want the same number of days to be served the Internet connection at my home. If not, I'll go to the whoever consumer rights or something. Because when you have the law, I do have the law to protect myself. Do\n\nChannel 0: Okay.\n\nChannel 1: you get\n\nChannel 0: We\n\nChannel 1: it?\n\nChannel 0: understand that one.\n\nChannel 1: Yeah. I want the Internet connection until the last day of of on my because I'm getting billed. You're not providing me free of charge. Right?\n\nChannel 0: But when do you want us to cancel the service?\n\nChannel 1: From today till September 30, and I want the bill\n\nChannel 0: I'll,\n\nChannel 1: to be only till September 30, not more than that.\n\nChannel 0: raise this one to our accounts department, then I'll get back it to you if they approve it, but it this is not guarantee.\n\nChannel 1: Yeah. If it's not guaranteed, I'll talk to someone. Some because when you have the law, I do have the law. That's all\n\nChannel 0: Okay,\n\nChannel 1: right?\n\nChannel 0: babe. Okay.\n\nChannel 1: Yeah.\n\nChannel 0: I'll raise this, then I'll get back to you for updates.\n\nChannel 1: Yeah. Sure. Thank you.\n\nChannel 0: Is it okay if we give you a callback again?\n\nChannel 1: Yeah. Yeah. Sure. Thank you.\n\nChannel 0: Okay. Thank you. Bye.\n\nChannel 1: My\n\nChannel 0: Great\n\nChannel 1: point\n\nChannel 0: day.\n\nChannel 1: is can you please clear confirm my point? Because when until what day I'm you want me to wake it, until that day I need to get my Internet, and you should\n\nChannel 0: Yeah.\n\nChannel 1: then\n\nChannel 0: I understand.\n\nChannel 1: charge me. And\n\nChannel 0: Mhmm.\n\nChannel 1: when I had asked you for the you're charging me more for the days with which I'm not staying. You get my point. Right?\n\nChannel 0: Yeah. I get your point. But\n\nChannel 1: Yeah.\n\nChannel 0: just to explain also the thirty day notice,\n\nChannel 1: Yeah.\n\nChannel 0: that\n\nChannel 1: Thirty\n\nChannel 0: is you\n\nChannel 1: day\n\nChannel 0: need\n\nChannel 1: notice.\n\nChannel 0: to inform\n\nChannel 1: Yeah.\n\nChannel 0: us thirty days\n\nChannel 1: Thirty day notice.\n\nChannel 0: before\n\nChannel 1: I'm informed from today to the thirtieth of thirtieth of September. But you people are saying you'll be charged more. That's not the right that's not the right policy. That's not the right policy from your end. You got it?\n\nThank you so much.\n\nChannel 0: Okay. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":1.5999999,"end":2.0,"sentiment":"neutral","sentiment_score":0.14176210761070251},{"text":"Good afternoon.","start":2.0,"end":2.8,"sentiment":"positive","sentiment_score":0.37700432538986206},{"text":"This is Maureen from Ertow tech support.","start":2.8,"end":5.22,"sentiment":"neutral","sentiment_score":0.3254862299987248},{"text":"How can","start":5.92,"end":6.24,"sentiment":"neutral","sentiment_score":0.23951218277215958}],"sentiment":"neutral","sentiment_score":0.3044332278271516,"channel":0,"num_words":12,"start":1.5999999,"end":6.24},{"sentences":[{"text":"Hello.","start":6.24,"end":6.48,"sentiment":"neutral","sentiment_score":0.1570793092250824}],"sentiment":"neutral","sentiment_score":0.1570793092250824,"channel":1,"num_words":1,"start":6.24,"end":6.48},{"sentences":[{"text":"I 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can you please clear confirm my point?","start":1317.74,"end":1320.64,"sentiment":"neutral","sentiment_score":0.08481850102543831},{"text":"Because when until what day I'm you want me to wake it, until that day I need to get my Internet, and you should","start":1320.7,"end":1330.0951,"sentiment":"neutral","sentiment_score":-0.0023786496991912522}],"sentiment":"neutral","sentiment_score":0.019420637981966138,"channel":1,"num_words":32,"start":1317.74,"end":1330.0951},{"sentences":[{"text":"Yeah.","start":1329.905,"end":1330.225,"sentiment":"neutral","sentiment_score":-0.06490535289049149}],"sentiment":"neutral","sentiment_score":-0.06490535289049149,"channel":0,"num_words":1,"start":1329.905,"end":1330.225},{"sentences":[{"text":"then","start":1330.0951,"end":1330.415,"sentiment":"neutral","sentiment_score":-0.12237336486577988}],"sentiment":"neutral","sentiment_score":-0.12237336486577988,"channel":1,"num_words":1,"start":1330.0951,"end":1330.415},{"sentences":[{"text":"I 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from your end.","start":1361.605,"end":1363.7849,"sentiment":"negative","sentiment_score":-0.7276106104254723},{"text":"You got it?","start":1363.845,"end":1364.725,"sentiment":"neutral","sentiment_score":-0.31981074810028076}],"sentiment":"negative","sentiment_score":-0.525368229066953,"channel":1,"num_words":40,"start":1351.52,"end":1364.725},{"sentences":[{"text":"Thank you so 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He questions why he needs to pay extra time and learns that they need to inform 30 days before the cancellation. The agent explains that there is no 30-day notice required and offers to transfer him to the back end team to confirm the cancellation. The agent provides information about the cancellation date and billing process and offers to call again if needed."},"intents":{"segments":[{"text":"Can I have your full name, please, for me to check the account?","start_word":36,"end_word":48,"intents":[{"intent":"Check account","confidence_score":0.4833503},{"intent":"Check account","confidence_score":0.69632196},{"intent":"Check account","confidence_score":0.062707946},{"intent":"Check account","confidence_score":0.09653175},{"intent":"Check account","confidence_score":0.7546124}]},{"text":"for I'll you take to prevent canceling. I'll take it later on.","start_word":100,"end_word":111,"intents":[{"intent":"Prevent cancellation","confidence_score":0.31473702}]},{"text":"We can I have the full address first before we for me to check? 8852 Limburg Way, Green Bay, 882900. How about the new address?","start_word":134,"end_word":158,"intents":[{"intent":"Provide new address","confidence_score":0.032171294}]},{"text":"May I know the effective date for the cancellation? No problem.","start_word":219,"end_word":229,"intents":[{"intent":"Clarify cancellation date","confidence_score":0.008875794},{"intent":"Confirm cancellation date","confidence_score":0.03793325}]},{"text":"So for the cancellation, we have a thirty day notice for the cancellation, which means if if you're canceling on September 4, you'll receive an invoice for a one month bill, which is for the month of September. You need to settle your month of for the month of September and bill for October 1 until October 4 to cover the thirty day notice. I have not been informed regarding this at my card debt. Sorry?","start_word":257,"end_word":332,"intents":[{"intent":"Update billing","confidence_score":0.000024606876},{"intent":"Provide cancellation letter","confidence_score":0.000015758376}]},{"text":"I have taken only the twelve month contract. After that, I was on a month to month contract. Mhmm. Yeah.","start_word":367,"end_word":386,"intents":[{"intent":"Confirm contract details","confidence_score":0.10200583},{"intent":"Confirm contract terms","confidence_score":0.03712495}]},{"text":"Can you please send me the contract again?","start_word":431,"end_word":438,"intents":[{"intent":"Send contract contract","confidence_score":0.017439444}]},{"text":"Can you please send me the contract again? Because I had it's never mentioned.","start_word":431,"end_word":444,"intents":[{"intent":"Request contract clarification","confidence_score":0.0034517872}]},{"text":"Actually, my twelve month plan has been expired a long back ago. Yeah.","start_word":493,"end_word":505,"intents":[{"intent":"Confirm contract expiration","confidence_score":0.040326554}]},{"text":"Why are you asking me to pay the extra money? That is for the yeah.","start_word":527,"end_word":541,"intents":[{"intent":"Clarify payment policy","confidence_score":0.0013191715}]},{"text":"So you need to settle your bill for this month, which is your bill for September. Then since you want us to cancel the it on Cancel September it.","start_word":690,"end_word":718,"intents":[{"intent":"Cancel service","confidence_score":0.45823574},{"intent":"Cancel service","confidence_score":0.37117183}]},{"text":"So you need to settle your bill for this month, which is your bill for September. Then since you want us to cancel the it on Cancel September it. four No. No.","start_word":690,"end_word":721,"intents":[{"intent":"Understand billing process","confidence_score":0.0024998114}]},{"text":"Cancel it from today means I'll be getting the Internet for thirty days. Right?","start_word":732,"end_word":745,"intents":[{"intent":"Provide internet","confidence_score":0.01797188},{"intent":"Get internet access","confidence_score":0.0001452627}]},{"text":"Why do I get the money? today.","start_word":778,"end_word":784,"intents":[{"intent":"Clarify payment","confidence_score":0.00032221095}]},{"text":"Upon checking with the back end team on your con on the contract, it stated that thirty day prior notice should be raised via telephone call. Since this is the first time that you call us regarding the cancellation, so there's no thirty days. Hello?","start_word":1148,"end_word":1192,"intents":[{"intent":"Confirm cancellation","confidence_score":0.14792024}]},{"text":"Can I give you a callback tomorrow, or or is there any chance for me to transfer the Internet to that to the other person?","start_word":1273,"end_word":1297,"intents":[{"intent":"Transfer internet","confidence_score":0.4344231},{"intent":"Transfer to other person","confidence_score":0.015614866}]},{"text":"you Just one month. continue the monthly bill if ever. Yeah.","start_word":1372,"end_word":1382,"intents":[{"intent":"End conversation","confidence_score":0.0067701396}]},{"text":"So are we going to change the cancellation date?","start_word":1400,"end_word":1408,"intents":[{"intent":"Confirm cancellation date","confidence_score":0.047172494}]},{"text":"This cancellation date from the one month notice. What do you mean a one month notice? I'm issuing a one month notice. Till when I'll be getting the Internet. Can you let me know? Since you called us today and you want us to cancel the service today as well?","start_word":1410,"end_word":1459,"intents":[{"intent":"Cancel service","confidence_score":0.6146681}]},{"text":"So, like, for example, you'll be canceling on September 4. We'll disconnect the service on September 4, and a thirty day notice will be billed as well, including your bill for this month.","start_word":1499,"end_word":1531,"intents":[{"intent":"Disconnect service","confidence_score":0.6747999}]},{"text":"I have to pay this month's bill, the next month's bill.","start_word":1532,"end_word":1542,"intents":[{"intent":"Pay bill","confidence_score":0.22172417},{"intent":"Confirm bill","confidence_score":0.009753395}]},{"text":"And Mhmm. when I had asked you for the you're charging me more for the days with which I'm not staying. You get my point. Right? Yeah.","start_word":2050,"end_word":2076,"intents":[{"intent":"Clarify service charge","confidence_score":0.013603871}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.14176210761070251},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.3704105317592621},{"text":"This is Maureen from Ertow tech support. How can I Hello. assist Hi. My you? name is Raja. Mhmm. I'm calling This is Marija. Mhmm. calling regarding the cancellation of the Internet. Mhmm. Can I have your full name, please, for me to check the account? My phone number is 0424105018, and my name is Rajeshikadu Gumpati. Okay. May I know the reason for the cancellation Yeah. of the account? Just just moving to other place. Okay. And you don't want to bring your airtel? Like, we can check the new address Not if it's serviceable now. for I'll you take to prevent canceling. I'll take it later on. Hello? Yes. Hello? Hello. I'll take I'll take it later on. I'll call you and give you a call when I Yeah. We can I have the full address first before we for me to check? 8852 Limburg Way, Green Bay, 882900. How about the new address? Yeah. New address at the moment. And then decided I'm just going to my friend's place at the moment. Sorry? At moment, I'm going to a friend's place. New address Mhmm. Okay. I see. is Okay then. Is it okay if I put you on hold? Let me just check your account. yeah. Okay. Hang on. Hello, Raja? Yes. Yeah. May I know the effective date for the cancellation? No problem. From You have a, yeah, specific date? from fourth of fourth of September. September 4. Yeah. So that is Friday. Okay. Hang on. Let me just check. So for the cancellation, we have a thirty day notice for the cancellation, which means if if you're canceling on September 4, you'll receive an invoice for a one month bill, which is for the month of September. You need to settle your month of for the month of September and bill for October 1 until October 4 to cover the thirty day notice.","start_word":3,"end_word":320,"sentiment":"neutral","sentiment_score":-0.04827244207262993},{"text":"I have not been informed regarding this at my card debt.","start_word":321,"end_word":331,"sentiment":"negative","sentiment_score":-0.4967538118362427},{"text":"Sorry?","start_word":332,"end_word":332,"sentiment":"neutral","sentiment_score":-0.21867303550243375},{"text":"I have not been informed regarding this.","start_word":333,"end_word":339,"sentiment":"negative","sentiment_score":-0.5131091475486755},{"text":"Okay. I see. Yeah. But for your information, yeah, we have thirty day notice for the cancellation. That's why you need to inform us thirty days ahead. I have taken only the twelve month contract. After that, I was on a month to month contract. Mhmm. Yeah. But for the I 12 can cap month contract since yeah. Since the contract is fulfilled, you don't need to pay for the cancellation fee anymore. You just need to settle the thirty day notice. That's your policy even though you're not under contract. Can you please send me the contract again? Because I had it's never mentioned. Actually, I'm on a month to month basic plan monthly plan. Can Mhmm. you please read out the way it's mentioned? Can you please let me know? You want me to send the contract? Yeah. My contract. Actually, you can download the contract via the customer portal. No.","start_word":340,"end_word":492,"sentiment":"neutral","sentiment_score":-0.0066637685522437096},{"text":"Actually, my twelve month plan has been expired a long back ago.","start_word":493,"end_word":504,"sentiment":"negative","sentiment_score":-0.3488718271255493},{"text":"Yeah. That's correct. So you don't need to settle the cancellation fee anymore, but we have a thirty day notice. Sorry? Yeah.","start_word":505,"end_word":526,"sentiment":"neutral","sentiment_score":-0.09127452224493028},{"text":"Why are you asking me to pay the extra money?","start_word":527,"end_word":536,"sentiment":"negative","sentiment_score":-0.4387800693511963},{"text":"That is for the yeah. That is for the thirty day notice for us you're informing us that you're canceling. Because you need to inform us thirty days before first of You haven't told December. me that for when I'm taking the correction, you have to let me know that. I think it's on the contract as well regarding the thirty day policy. It's not in my bill as well. What do you mean it's not on your bill? The thirty day prior information. It's at the contract, not on your bill. My contract has been expired. Yeah. That's I'm why on month to month month to month plan now. yeah. Even though your contract has been fulfilled, your the contract is done, Yeah. there's still a thirty day notice. That's our policy even though there's no contract involved. Okay. The next month I I have to pay till October 1? Yeah. So you need to settle your bill for this month, which is your bill for September. Then since you want us to cancel the it on Cancel September it. four No. No. Cancel September it from four today. today. Cancel it from today. Cancel it from today means I'll be getting the Internet for thirty days. Right?","start_word":537,"end_word":745,"sentiment":"neutral","sentiment_score":-0.15876021574844013},{"text":"No. You cannot utilize the Internet anymore.","start_word":746,"end_word":752,"sentiment":"negative","sentiment_score":-0.5054740905761719},{"text":"If Oh, hard. you will be canceling today Then why yeah. We'll why will disconnect I set the up money service without getting the Internet? Why do I get the money? today. That money is for the thirty day notice. That's why you need to inform us ahead of time. If you inform us August, then No. Just just put the Internet connection. Cancel it on October 1. Okay? If I'm can as well, canceling it on October 1, you'll be billed for the month of October as well because Cancel our system it on will September generate 30. an invoice. Cancel it on September 30. If you if ever we'll be canceling it on September 30, you'll be billed October 1 until October 30 to cover the thirty day notice. Thirty day notice from today to my this month.","start_word":753,"end_word":892,"sentiment":"neutral","sentiment_score":-0.14404058456420898},{"text":"I'm not understanding why should I pay the extra thirty days.","start_word":893,"end_word":903,"sentiment":"negative","sentiment_score":-0.5594008564949036},{"text":"I'm informing prayer. Sorry? Give me Yeah. the thirty Because day. yeah. You need to pay for the extra thirty day because that's our policy when canceling the service. We Yeah. have No. a thirty day I'll notice. go to That the other means I'll you'll go to be the billed course. No need of this explanation. I'll go to the course. Consumer Okay then. So we're going to proceed on canceling the service or not anymore? coach. Not anymore.","start_word":904,"end_word":983,"sentiment":"neutral","sentiment_score":-0.1334192007780075},{"text":"What not anymore. Then the reason I can't understand because if I cancel it from today, Mhmm.","start_word":984,"end_word":1000,"sentiment":"negative","sentiment_score":-0.36013075709342957},{"text":"I want only thirty days. You're telling thirty days. Alright? I want only thirty days bill from today. Not more than that. Just cancel from thirty days from today, and I don't need to get the next month bill.","start_word":1001,"end_word":1039,"sentiment":"neutral","sentiment_score":-0.22648487985134125},{"text":"If that's the case, you shouldn't in you should have informed us ahead of time, like, August I have there is nothing or in my July.","start_word":1040,"end_word":1065,"sentiment":"negative","sentiment_score":-0.35836493968963623},{"text":"contract there is nothing in my contract mentioned. You're agreeing from thirty days prior. There is nothing mentioned in that. In your contract, have you Yeah. already There is read nothing. the contract, There's the 12 there month is contract? nothing mentioned in my contract. Let me just check on Yeah. their Just end, take it ma'am. just take it on your Okay. Let me just put you on hold. Hang on. end. Hello, Raha? Yes. Yes. Yes.","start_word":1066,"end_word":1143,"sentiment":"neutral","sentiment_score":-0.07225582748651505},{"text":"Thank you for waiting.","start_word":1144,"end_word":1147,"sentiment":"positive","sentiment_score":0.4372628331184387},{"text":"Upon checking with the back end team on your con on the contract, it stated that thirty day prior notice should be raised via telephone call. Since this is the first time that you call us regarding the cancellation, so there's no thirty days. Hello? Can you hear me? Hello? Yeah. Yeah. Yeah. Yeah. So in your contract, it was stated that thirty days prior notice should be raised from the customer by telephone call before canceling the service. But in your case, there's no we did not hear any notice that you'll be canceling. This is the first time that you informed us about the cancellation. But is it okay if I give you a callback to confirm this with the back end team? Can I give you a callback tomorrow, or or is there any chance for me to transfer the Internet to that to the other person? You mean Transferring change of ownership? the sorry? You mean change of ownership? Yeah. Change of ownership. Yeah. We can do that. Do But you want us to transfer it instead? Yeah. I will do the transfer. And will she get the discount and everything? If ever we'll be cancel sorry. If ever we'll be transferring the service, there's no discount applicable since it's an existing account already. Okay. Then then I'll give No. you Just one month. continue the monthly bill if ever. Yeah. Just continue the Internet connection. I'm just giving you a one month prior notice. Is that okay? So are we going to change the cancellation date? This cancellation date from the one month notice. What do you mean a one month notice? I'm issuing a one month notice. Till when I'll be getting the Internet. Can you let me know? Since you called us today and you want us to cancel the service today as well?","start_word":1148,"end_word":1458,"sentiment":"neutral","sentiment_score":-0.06994477824766153},{"text":"No. No. Don't We'll cancel issue an it.","start_word":1459,"end_word":1466,"sentiment":"negative","sentiment_score":-0.3488299548625946},{"text":"invoice. Mhmm. Till when I'll be getting the Internet if I cancel it today? That's what I want to know. You'll be getting an Internet until the day of your cancellation date. So, like, for example, you'll be canceling on September 4. We'll disconnect the service on September 4, and a thirty day notice will be billed as well, including your bill for this month. I have to pay this month's bill, the next month's bill.","start_word":1467,"end_word":1542,"sentiment":"neutral","sentiment_score":-0.12603475153446198},{"text":"I have never seen such type of service.","start_word":1543,"end_word":1550,"sentiment":"negative","sentiment_score":-0.3700826168060303},{"text":"Next month bill is only up until October 1 to October 4. You will not be billed for the whole month of October since you're canceling September 4. That's how the thirty day notice run, but we'll disconnect the service on September 4. No. Don't disconnect it. I want the Internet connection, and I'm giving the notice today. I need the Internet till October 1. Okay. I'm paying the I'm paying I'm paying it for you, then why don't you supply the Internet? When you're charging me, I want the Internet till the last day. Do you get me? Yeah. Because that's not how the thirty day notice work. I'll just start it.","start_word":1551,"end_word":1663,"sentiment":"neutral","sentiment_score":-0.2033129781484604},{"text":"This I don't is pay them.","start_word":1664,"end_word":1669,"sentiment":"negative","sentiment_score":-0.38295426964759827},{"text":"I'll go to the consumer. Right. I'll go to the consumer. Right. Thank you. so when are we going to cancel the service? Sorry. We need to confirm that one because your bill will continue. I want until I pay the bill. Till the last day, I'm giving thirty day prior notice. I want my Internet connection to be until the last day of my billing period.","start_word":1670,"end_word":1736,"sentiment":"neutral","sentiment_score":-0.1373157799243927},{"text":"Not you not giving me a notice and charging me for the not using the date. I don't want that to happen.","start_word":1737,"end_word":1758,"sentiment":"negative","sentiment_score":-0.6525066494941711},{"text":"Do you understand? Yeah. But that's not how our thirty day notice That's not work. how it This yeah. means First, you'll still be billed for the final month of service, and that I invoice want will the final also need I to be settled. when you are asking me one month from notice from me, I want the same number of days to be served the Internet connection at my home. If not, I'll go to the whoever consumer rights or something. Because when you have the law, I do have the law to protect myself. Do Okay. you get We it? understand that one. Yeah. I want the Internet connection until the last day of of on my because I'm getting billed. You're not providing me free of charge. Right? But when do you want us to cancel the service? From today till September 30, and I want the bill I'll, to be only till September 30, not more than that. raise this one to our accounts department, then I'll get back it to you if they approve it, but it this is not guarantee. Yeah. If it's not guaranteed, I'll talk to someone. Some because when you have the law, I do have the law. That's all Okay, right? babe. Okay. Yeah. I'll raise this, then I'll get back to you for updates. Yeah. Sure. Thank you. Is it okay if we give you a callback again? Yeah. Yeah. Sure. Thank you. Okay. Thank you. Bye. My Great point day. is can you please clear confirm my point? Because when until what day I'm you want me to wake it, until that day I need to get my Internet, and you should Yeah. then I understand. charge me. And Mhmm.","start_word":1759,"end_word":2051,"sentiment":"neutral","sentiment_score":-0.10717388662055084},{"text":"when I had asked you for the you're charging me more for the days with which I'm not staying.","start_word":2052,"end_word":2070,"sentiment":"negative","sentiment_score":-0.380244106054306},{"text":"You get my point. Right? Yeah. I get your point. But Yeah. just to explain also the thirty day notice, Yeah. that Thirty is you day need notice. to inform Yeah. us thirty days Thirty day notice. before I'm informed from today to the thirtieth of thirtieth of September.","start_word":2071,"end_word":2119,"sentiment":"neutral","sentiment_score":-0.07397598028182983},{"text":"But you people are saying you'll be charged more. That's not the right that's not the right policy. That's not the right policy from your end. You got it?","start_word":2120,"end_word":2148,"sentiment":"negative","sentiment_score":-0.7136563062667847},{"text":"Thank you so much.","start_word":2149,"end_word":2152,"sentiment":"positive","sentiment_score":0.573562502861023},{"text":"Okay. Bye.","start_word":2153,"end_word":2154,"sentiment":"neutral","sentiment_score":0.20021526515483856}],"average":{"sentiment":"neutral","sentiment_score":-0.12952113584148195}}}}