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you for calling Airtel. My name is Mary. May I have your name, please? Hello? Yes.\n\nSure. I'll be more than happy of assistance. Can you provide me your name associated on the account, please? Sorry? How do you spell it, please?\n\nI just wanna make sure that I'll be pulling up the correct account. Thank you. Thank you so much. How about the last name, please? Thank you so much, Generosa.\n\nCan I call you Generosa or Jean? Jean. Hi, Jean. Well, I already have your account pulled up and seeing a, yes, current invoice for $79.95 for this month. And, sure, I'll go ahead and help you, making a a payment for this invoice.\n\nJust give me one second. Hold on. Hold on. And there's no card yet that is associated on your account. Right?\n\nLet me just see if there's already a card added in your account. So I'm still I'm not seeing here any card, so I'll go ahead and I will need okay. Depe Holden. Here's the biller code whenever you're ready. Okay.\n\nOh, I see. Just give me one moment. Let me just go ahead and check this, and I'll get back to you. Okay? Hold on.\n\nThank you. Hello, Jean? Yeah. Thank you so much for holding. Already informed our account support team for this one.\n\nOnce we ended the call, she will call you right away to give you assistance making the payment for the current invoice through BPAY online. Okay? Yes. Yes. And we understand that you're calling, you know, for clarification and confirmation.\n\nBut for better assistance, I will take note of that as well in your account, and our account support team will get in touch with you. She will call you right away once we ended the call. Thank you. Have a great day.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.79999995,"end":2.08,"sentiment":"positive","sentiment_score":0.6140087366104126},{"text":"My name is Mary.","start":2.08,"end":2.8799999,"sentiment":"positive","sentiment_score":0.5126715078949928},{"text":"May I have your name, please?","start":2.8799999,"end":4.1,"sentiment":"positive","sentiment_score":0.33982710043589276},{"text":"Hello?","start":6.56,"end":7.06,"sentiment":"neutral","sentiment_score":0.07943424582481384},{"text":"Yes.","start":8.32,"end":8.82,"sentiment":"neutral","sentiment_score":0.1372724175453186}],"sentiment":"positive","sentiment_score":0.43390582238926606,"num_words":17,"start":0.79999995,"end":8.82},{"sentences":[{"text":"Sure.","start":12.32,"end":12.559999,"sentiment":"positive","sentiment_score":0.6416115760803223},{"text":"I'll be more than happy of 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Yeah. I wanted to just pay that final bill over the phone. G e g e n e r o zed a. S e n g I y u n v a.\n\nJanuary is fine. Sorry? I always pay BPAY. That's why. No.\n\nLook. I can pay on BPAY, but I wanted to call to do it over the phone because BPAY, sometimes you guys might get it in two, three days. And I wanna pay it right now so you guys can disconnect my Internet without further due or adding extra days or months because it's it's already not working. So sure. Yeah.\n\nHello? Okay. I know how to do that. So do you want me to just pay it now myself? Or I just don't want the confusion because if I pay it now, I want the cancellation to start from today because BJ sometimes takes two, three days for you guys to get it.\n\nThat's the confusion. And I don't want you guys adding an extra month just because you guys got the money after two, three days. Okay. When when are they gonna do this? Because I've spoken to more people already, like, four times already this morning.\n\nLike, they keep calling me back, but nothing's happened. So alright. Not a problem. Thank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":6.0,"end":6.5,"sentiment":"neutral","sentiment_score":0.074473075568676},{"text":"Yeah.","start":8.4,"end":8.639999,"sentiment":"neutral","sentiment_score":0.18528474867343905},{"text":"I wanted to just pay that final bill over the phone.","start":8.639999,"end":11.62,"sentiment":"neutral","sentiment_score":0.29095793718641455},{"text":"G e g e n e r o zed a.","start":32.53,"end":38.71,"sentiment":"neutral","sentiment_score":0.065932697057724},{"text":"S e n g I y u n v a.","start":43.525,"end":48.345,"sentiment":"neutral","sentiment_score":0.0201499848626554}],"sentiment":"neutral","sentiment_score":0.13094308946958996,"num_words":33,"start":6.0,"end":48.345},{"sentences":[{"text":"January is fine.","start":55.010002,"end":56.08,"sentiment":"neutral","sentiment_score":0.18111508587996164},{"text":"Sorry?","start":124.909996,"end":125.409996,"sentiment":"neutral","sentiment_score":-0.1508660763502121},{"text":"I always pay BPAY.","start":135.825,"end":137.205,"sentiment":"neutral","sentiment_score":-0.15756340324878693},{"text":"That's why.","start":137.345,"end":138.08499,"sentiment":"neutral","sentiment_score":-0.05284084752202034},{"text":"No.","start":181.345,"end":181.665,"sentiment":"neutral","sentiment_score":-0.1234777495265007}],"sentiment":"neutral","sentiment_score":-0.04244853420691057,"num_words":11,"start":55.010002,"end":181.665},{"sentences":[{"text":"Look.","start":181.665,"end":182.14499,"sentiment":"neutral","sentiment_score":-0.08195918053388596},{"text":"I can pay on BPAY, but I wanted to call to do it over the phone because BPAY, sometimes you guys might get it in two, three days.","start":182.14499,"end":192.08499,"sentiment":"neutral","sentiment_score":0.0019569139861102614},{"text":"And I wanna pay it right now so you guys can disconnect my Internet without further due or adding extra days or months because it's it's already not working.","start":193.20001,"end":205.06,"sentiment":"neutral","sentiment_score":-0.18011969096701722},{"text":"So sure.","start":206.88,"end":214.645,"sentiment":"neutral","sentiment_score":0.04913078434765339},{"text":"Yeah.","start":357.96002,"end":358.46002,"sentiment":"neutral","sentiment_score":0.08599653840065002}],"sentiment":"neutral","sentiment_score":-0.08305538557164494,"num_words":61,"start":181.665,"end":358.46002},{"sentences":[{"text":"Hello?","start":361.24002,"end":361.74002,"sentiment":"neutral","sentiment_score":0.05138751119375229},{"text":"Okay.","start":378.76498,"end":379.245,"sentiment":"neutral","sentiment_score":0.01710292138159275},{"text":"I know how to do that.","start":379.245,"end":380.54498,"sentiment":"neutral","sentiment_score":0.003047581141193708},{"text":"So do you want me to just pay it now myself?","start":383.405,"end":386.225,"sentiment":"neutral","sentiment_score":-0.05485438961874355},{"text":"Or I just don't want the confusion because if I pay it now, I want the cancellation to start from today because BJ sometimes takes two, three days for you guys to get it.","start":386.685,"end":399.58002,"sentiment":"neutral","sentiment_score":-0.2483273146345335}],"sentiment":"neutral","sentiment_score":-0.1690519068671285,"num_words":53,"start":361.24002,"end":399.58002},{"sentences":[{"text":"That's the confusion.","start":399.58002,"end":400.46002,"sentiment":"negative","sentiment_score":-0.3349255323410034},{"text":"And I don't want you guys adding an extra month just because you guys got the money after two, three days.","start":400.46002,"end":406.85498,"sentiment":"neutral","sentiment_score":-0.254851775155181},{"text":"Okay.","start":424.38998,"end":424.63,"sentiment":"neutral","sentiment_score":0.0007573124021291733},{"text":"When when are they gonna do this?","start":424.63,"end":426.22998,"sentiment":"neutral","sentiment_score":-0.06356829458049365},{"text":"Because I've spoken to more people already, like, four times already this morning.","start":426.22998,"end":431.50998,"sentiment":"neutral","sentiment_score":-0.29984652308317333}],"sentiment":"neutral","sentiment_score":-0.23775309833387534,"num_words":45,"start":399.58002,"end":431.50998},{"sentences":[{"text":"Like, they keep calling me back, but nothing's happened.","start":431.50998,"end":434.795,"sentiment":"negative","sentiment_score":-0.35537829664018417},{"text":"So alright.","start":434.795,"end":445.995,"sentiment":"neutral","sentiment_score":0.09793034568428993},{"text":"Not a problem.","start":445.995,"end":446.795,"sentiment":"positive","sentiment_score":0.35900891323884326},{"text":"Thank you.","start":446.795,"end":447.42288,"sentiment":"positive","sentiment_score":0.7917289733886719}],"sentiment":"neutral","sentiment_score":-0.021378705743700266,"num_words":16,"start":431.50998,"end":447.42288}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel. My name is Mary. May I have your name, please?\n\nChannel 1: Hi.\n\nChannel 0: Hello? Yes.\n\nChannel 1: Yeah. I wanted to just pay that final bill over the phone.\n\nChannel 0: Sure. I'll be more than happy of assistance. Can you provide me your name associated on the account, please? Sorry? How do you spell it, please?\n\nI just wanna make sure that I'll be pulling up the correct account. Thank you.\n\nChannel 1: G e g e n e r o zed a.\n\nChannel 0: Thank you so much. How about the last name, please?\n\nChannel 1: S e n g I y u n v a.\n\nChannel 0: Thank you so much, Generosa. Can I call you Generosa or Jean?\n\nChannel 1: January is fine.\n\nChannel 0: Jean. Hi, Jean. Well, I already have your account pulled up and seeing a, yes, current invoice for $79.95 for this month. And, sure, I'll go ahead and help you, making a a payment for this invoice. Just give me one second.\n\nHold on. Hold on. And there's no card yet that is associated on your account. Right?\n\nChannel 1: Sorry?\n\nChannel 0: Let me just see if there's already a card added in your account. So I'm still I'm not seeing here any card, so I'll go ahead and I will need\n\nChannel 1: I always pay BPAY. That's why.\n\nChannel 0: okay. Depe Holden. Here's the biller code whenever you're ready.\n\nChannel 1: No. Look. I can pay on BPAY, but I wanted to call to do it over the phone because BPAY, sometimes you guys might get it in two, three days. And I wanna pay it\n\nChannel 0: Okay.\n\nChannel 1: right now so you guys can disconnect my Internet without further due or adding extra days or months because it's it's already not working.\n\nChannel 0: Oh,\n\nChannel 1: So\n\nChannel 0: I see. Just give me one moment. Let me just go ahead and check this, and I'll get back to you. Okay? Hold on.\n\nChannel 1: sure.\n\nChannel 0: Thank you.\n\nChannel 1: Yeah.\n\nChannel 0: Hello, Jean?\n\nChannel 1: Hello?\n\nChannel 0: Yeah. Thank you so much for holding. Already informed our account support team for this one. Once we ended the call, she will call you right away to give you assistance making the payment for the current invoice through BPAY online. Okay?\n\nChannel 1: Okay. I know how to do that. So do you want me to just pay it now myself? Or I just don't want the confusion because if I pay it now, I want the cancellation to start from today because BJ sometimes takes two, three days for you guys to get it. That's the confusion.\n\nAnd I don't want you guys adding an extra month just because\n\nChannel 0: Yes.\n\nChannel 1: you guys got the money after two, three days.\n\nChannel 0: Yes. And we understand that you're calling, you know, for clarification and confirmation. But for better assistance, I will take note of that as well in your account, and our account support team will get in touch with you.\n\nChannel 1: Okay. When when are they gonna do this? Because I've spoken to more people already, like, four times already this morning. Like, they keep calling me back, but nothing's happened. So\n\nChannel 0: She will call you right away once we ended the call.\n\nChannel 1: alright. Not a problem. Thank you.\n\nChannel 0: Thank you. Have a great day.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.79999995,"end":2.08,"sentiment":"positive","sentiment_score":0.6140087366104126},{"text":"My name is Mary.","start":2.08,"end":2.8799999,"sentiment":"positive","sentiment_score":0.5126715078949928},{"text":"May I have your name, please?","start":2.8799999,"end":4.1,"sentiment":"positive","sentiment_score":0.33982710043589276}],"sentiment":"positive","sentiment_score":0.47731282114982604,"channel":0,"num_words":15,"start":0.79999995,"end":4.1},{"sentences":[{"text":"Hi.","start":6.0,"end":6.5,"sentiment":"neutral","sentiment_score":0.074473075568676}],"sentiment":"neutral","sentiment_score":0.074473075568676,"channel":1,"num_words":1,"start":6.0,"end":6.5},{"sentences":[{"text":"Hello?","start":6.56,"end":7.06,"sentiment":"neutral","sentiment_score":0.07943424582481384},{"text":"Yes.","start":8.32,"end":8.82,"sentiment":"neutral","sentiment_score":0.1372724175453186}],"sentiment":"neutral","sentiment_score":0.10835333168506622,"channel":0,"num_words":2,"start":6.56,"end":8.82},{"sentences":[{"text":"Yeah.","start":8.4,"end":8.639999,"sentiment":"neutral","sentiment_score":0.18528474867343905},{"text":"I wanted to just pay that final bill over the phone.","start":8.639999,"end":11.62,"sentiment":"neutral","sentiment_score":0.29095793718641455}],"sentiment":"neutral","sentiment_score":0.28215183814366657,"channel":1,"num_words":12,"start":8.4,"end":11.62},{"sentences":[{"text":"Sure.","start":12.32,"end":12.559999,"sentiment":"positive","sentiment_score":0.6416115760803223},{"text":"I'll be more than happy of assistance.","start":12.559999,"end":14.179999,"sentiment":"positive","sentiment_score":0.8073940532548087},{"text":"Can you provide me your name associated on the account, please?","start":14.355,"end":17.414999,"sentiment":"neutral","sentiment_score":0.19365707988088782},{"text":"Sorry?","start":21.395,"end":21.895,"sentiment":"neutral","sentiment_score":-0.031662505120038986},{"text":"How do you spell it, please?","start":27.715,"end":28.89,"sentiment":"neutral","sentiment_score":-0.02591112193961938}],"sentiment":"neutral","sentiment_score":0.3167872534921536,"channel":0,"num_words":26,"start":12.32,"end":28.89},{"sentences":[{"text":"I just wanna make sure that I'll be pulling up the correct account.","start":28.89,"end":32.010002,"sentiment":"neutral","sentiment_score":0.04081075323315767},{"text":"Thank you.","start":32.010002,"end":32.75,"sentiment":"positive","sentiment_score":0.3882475197315216}],"sentiment":"neutral","sentiment_score":0.08713565543293952,"channel":0,"num_words":15,"start":28.89,"end":32.75},{"sentences":[{"text":"G e g e n e r o zed a.","start":32.53,"end":38.71,"sentiment":"neutral","sentiment_score":0.065932697057724}],"sentiment":"neutral","sentiment_score":0.065932697057724,"channel":1,"num_words":10,"start":32.53,"end":38.71},{"sentences":[{"text":"Thank you so much.","start":40.09,"end":41.05,"sentiment":"positive","sentiment_score":0.5208601355552673},{"text":"How about the last name, please?","start":41.05,"end":42.585,"sentiment":"neutral","sentiment_score":0.06657940770188968}],"sentiment":"neutral","sentiment_score":0.24829169884324073,"channel":0,"num_words":10,"start":40.09,"end":42.585},{"sentences":[{"text":"S e n g I y u n v a.","start":43.525,"end":48.345,"sentiment":"neutral","sentiment_score":0.0201499848626554}],"sentiment":"neutral","sentiment_score":0.0201499848626554,"channel":1,"num_words":10,"start":43.525,"end":48.345},{"sentences":[{"text":"Thank you so much, Generosa.","start":48.905,"end":50.445,"sentiment":"positive","sentiment_score":0.5028205394744873},{"text":"Can I call you Generosa or Jean?","start":50.585,"end":52.845,"sentiment":"neutral","sentiment_score":0.17896993032523564}],"sentiment":"neutral","sentiment_score":0.3139076841374238,"channel":0,"num_words":12,"start":48.905,"end":52.845},{"sentences":[{"text":"January is fine.","start":55.010002,"end":56.08,"sentiment":"neutral","sentiment_score":0.18111508587996164}],"sentiment":"neutral","sentiment_score":0.18111508587996164,"channel":1,"num_words":3,"start":55.010002,"end":56.08},{"sentences":[{"text":"Jean.","start":56.745,"end":57.065,"sentiment":"neutral","sentiment_score":0.12911605834960938},{"text":"Hi, Jean.","start":57.065,"end":57.78,"sentiment":"neutral","sentiment_score":0.13131383061408997},{"text":"Well, I already have your account pulled up and seeing a, yes, current invoice for $79.95 for this month.","start":57.86,"end":66.52,"sentiment":"neutral","sentiment_score":0.13641331972260223},{"text":"And, sure, I'll go ahead and help you, making a a payment for this invoice.","start":66.9,"end":74.325,"sentiment":"neutral","sentiment_score":0.2366372227668762},{"text":"Just give me one second.","start":74.325,"end":75.524994,"sentiment":"neutral","sentiment_score":0.009886928275227547}],"sentiment":"neutral","sentiment_score":0.15672832802825032,"channel":0,"num_words":42,"start":56.745,"end":75.524994},{"sentences":[{"text":"Hold on.","start":75.524994,"end":76.265,"sentiment":"neutral","sentiment_score":-0.03721248544752598},{"text":"Hold on.","start":108.405,"end":109.145,"sentiment":"neutral","sentiment_score":-0.04523300752043724},{"text":"And there's no card yet that is associated on your account.","start":120.74,"end":123.939995,"sentiment":"neutral","sentiment_score":-0.17896824194626373},{"text":"Right?","start":123.939995,"end":124.439995,"sentiment":"neutral","sentiment_score":-0.11570391058921814}],"sentiment":"neutral","sentiment_score":-0.14057784737087786,"channel":0,"num_words":16,"start":75.524994,"end":124.439995},{"sentences":[{"text":"Sorry?","start":124.909996,"end":125.409996,"sentiment":"neutral","sentiment_score":-0.1508660763502121}],"sentiment":"neutral","sentiment_score":-0.1508660763502121,"channel":1,"num_words":1,"start":124.909996,"end":125.409996},{"sentences":[{"text":"Let me just see if there's already a card added in your account.","start":127.995,"end":131.195,"sentiment":"neutral","sentiment_score":-0.13354898129518217},{"text":"So I'm still I'm not seeing here any card, so I'll go ahead and I will need","start":131.195,"end":135.13501,"sentiment":"neutral","sentiment_score":-0.21195419045055613}],"sentiment":"neutral","sentiment_score":-0.17797859981656075,"channel":0,"num_words":30,"start":127.995,"end":135.13501},{"sentences":[{"text":"I always pay BPAY.","start":135.825,"end":137.205,"sentiment":"neutral","sentiment_score":-0.15756340324878693},{"text":"That's why.","start":137.345,"end":138.08499,"sentiment":"neutral","sentiment_score":-0.05284084752202034}],"sentiment":"neutral","sentiment_score":-0.12265588467319806,"channel":1,"num_words":6,"start":135.825,"end":138.08499},{"sentences":[{"text":"okay.","start":139.125,"end":139.625,"sentiment":"neutral","sentiment_score":0.056149162352085114},{"text":"Depe Holden.","start":158.155,"end":159.135,"sentiment":"neutral","sentiment_score":0.0622929222881794},{"text":"Here's the biller code whenever you're 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it","start":193.20001,"end":194.66,"sentiment":"neutral","sentiment_score":0.016729243099689484}],"sentiment":"neutral","sentiment_score":-0.0019142035128814833,"channel":1,"num_words":35,"start":181.345,"end":194.66},{"sentences":[{"text":"Okay.","start":194.7,"end":195.2,"sentiment":"neutral","sentiment_score":-0.01983281783759594}],"sentiment":"neutral","sentiment_score":-0.01983281783759594,"channel":0,"num_words":1,"start":194.7,"end":195.2},{"sentences":[{"text":"right now so you guys can disconnect my Internet without further due or adding extra days or months because it's it's already not working.","start":195.04001,"end":205.06,"sentiment":"neutral","sentiment_score":-0.22112988556424776}],"sentiment":"neutral","sentiment_score":-0.22112988556424776,"channel":1,"num_words":24,"start":195.04001,"end":205.06},{"sentences":[{"text":"Oh,","start":206.635,"end":207.135,"sentiment":"neutral","sentiment_score":-0.010796712711453438}],"sentiment":"neutral","sentiment_score":-0.010796712711453438,"channel":0,"num_words":1,"start":206.635,"end":207.135},{"sentences":[{"text":"So","start":206.88,"end":207.38,"sentiment":"neutral","sentiment_score":-0.023509468883275986}],"sentiment":"neutral","sentiment_score":-0.023509468883275986,"channel":1,"num_words":1,"start":206.88,"end":207.38},{"sentences":[{"text":"I see.","start":207.275,"end":207.755,"sentiment":"neutral","sentiment_score":-0.009327348321676254},{"text":"Just give me one moment.","start":207.755,"end":208.715,"sentiment":"neutral","sentiment_score":0.03348402231931687},{"text":"Let me just go ahead and check this, and I'll get back to you.","start":208.715,"end":212.315,"sentiment":"neutral","sentiment_score":0.07230459552790437},{"text":"Okay?","start":212.315,"end":212.635,"sentiment":"neutral","sentiment_score":0.04355523735284805},{"text":"Hold on.","start":212.635,"end":213.295,"sentiment":"neutral","sentiment_score":0.048498693853616714}],"sentiment":"neutral","sentiment_score":0.05423259905849894,"channel":0,"num_words":24,"start":207.275,"end":213.295},{"sentences":[{"text":"sure.","start":214.145,"end":214.645,"sentiment":"neutral","sentiment_score":0.12177103757858276}],"sentiment":"neutral","sentiment_score":0.12177103757858276,"channel":1,"num_words":1,"start":214.145,"end":214.645},{"sentences":[{"text":"Thank you.","start":215.435,"end":216.255,"sentiment":"neutral","sentiment_score":0.2811491787433624}],"sentiment":"neutral","sentiment_score":0.2811491787433624,"channel":0,"num_words":2,"start":215.435,"end":216.255},{"sentences":[{"text":"Yeah.","start":357.96002,"end":358.46002,"sentiment":"neutral","sentiment_score":0.08599653840065002}],"sentiment":"neutral","sentiment_score":0.08599653840065002,"channel":1,"num_words":1,"start":357.96002,"end":358.46002},{"sentences":[{"text":"Hello, Jean?","start":359.05502,"end":360.035,"sentiment":"neutral","sentiment_score":0.0825241431593895}],"sentiment":"neutral","sentiment_score":0.0825241431593895,"channel":0,"num_words":2,"start":359.05502,"end":360.035},{"sentences":[{"text":"Hello?","start":361.24002,"end":361.74002,"sentiment":"neutral","sentiment_score":0.05138751119375229}],"sentiment":"neutral","sentiment_score":0.05138751119375229,"channel":1,"num_words":1,"start":361.24002,"end":361.74002},{"sentences":[{"text":"Yeah.","start":361.9,"end":362.06,"sentiment":"neutral","sentiment_score":0.14975062012672424},{"text":"Thank you so much for holding.","start":362.06,"end":363.44,"sentiment":"positive","sentiment_score":0.4777945627768834},{"text":"Already informed our account support team for this one.","start":363.58,"end":367.75998,"sentiment":"neutral","sentiment_score":0.28289245896869236},{"text":"Once we ended the call, she will call you right away to give you assistance making the payment for the current invoice through BPAY online.","start":368.3,"end":376.775,"sentiment":"neutral","sentiment_score":0.17870967239141464},{"text":"Okay?","start":376.775,"end":377.275,"sentiment":"neutral","sentiment_score":0.07379822432994843}],"sentiment":"neutral","sentiment_score":0.24057357527670406,"channel":0,"num_words":42,"start":361.9,"end":377.275},{"sentences":[{"text":"Okay.","start":378.76498,"end":379.245,"sentiment":"neutral","sentiment_score":0.01710292138159275},{"text":"I know how to do that.","start":379.245,"end":380.54498,"sentiment":"neutral","sentiment_score":0.003047581141193708},{"text":"So do you want me to just pay it now myself?","start":383.405,"end":386.225,"sentiment":"neutral","sentiment_score":-0.05485438961874355},{"text":"Or I just don't want the confusion because if I pay it now, I want the cancellation to start from today because BJ sometimes takes two, three days for you guys to get 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days.","start":404.435,"end":406.85498,"sentiment":"neutral","sentiment_score":-0.13401218172576693}],"sentiment":"neutral","sentiment_score":-0.13401218172576693,"channel":1,"num_words":9,"start":404.435,"end":406.85498},{"sentences":[{"text":"Yes.","start":407.345,"end":407.825,"sentiment":"neutral","sentiment_score":0.04101310670375824},{"text":"And we understand that you're calling, you know, for clarification and confirmation.","start":407.825,"end":413.445,"sentiment":"neutral","sentiment_score":0.03740148898214102},{"text":"But for better assistance, I will take note of that as well in your account, and our account support team will get in touch with you.","start":413.745,"end":423.26,"sentiment":"neutral","sentiment_score":0.11436760339599389}],"sentiment":"neutral","sentiment_score":0.08880483750731517,"channel":0,"num_words":39,"start":407.345,"end":423.26},{"sentences":[{"text":"Okay.","start":424.38998,"end":424.63,"sentiment":"neutral","sentiment_score":0.0007573124021291733},{"text":"When when are they gonna do this?","start":424.63,"end":426.22998,"sentiment":"neutral","sentiment_score":-0.06356829458049365},{"text":"Because I've spoken to more people already, like, four times already this morning.","start":426.22998,"end":431.50998,"sentiment":"neutral","sentiment_score":-0.29984652308317333},{"text":"Like, they keep calling me back, but nothing's happened.","start":431.50998,"end":434.795,"sentiment":"negative","sentiment_score":-0.35537829664018417},{"text":"So","start":434.795,"end":435.295,"sentiment":"neutral","sentiment_score":0.08725322037935257}],"sentiment":"neutral","sentiment_score":-0.24043151610080274,"channel":1,"num_words":31,"start":424.38998,"end":435.295},{"sentences":[{"text":"She will call you right away once we ended the call.","start":439.98294,"end":444.40292,"sentiment":"neutral","sentiment_score":0.09715634448961778}],"sentiment":"neutral","sentiment_score":0.09715634448961778,"channel":0,"num_words":11,"start":439.98294,"end":444.40292},{"sentences":[{"text":"alright.","start":445.595,"end":445.995,"sentiment":"neutral","sentiment_score":0.1086074709892273},{"text":"Not a problem.","start":445.995,"end":446.795,"sentiment":"positive","sentiment_score":0.35900891323884326},{"text":"Thank you.","start":446.795,"end":447.42288,"sentiment":"positive","sentiment_score":0.7917289733886719}],"sentiment":"positive","sentiment_score":0.4615153595805168,"channel":1,"num_words":6,"start":445.595,"end":447.42288},{"sentences":[{"text":"Thank you.","start":447.82294,"end":448.62292,"sentiment":"positive","sentiment_score":0.8017649054527283},{"text":"Have a great day.","start":448.62292,"end":449.68292,"sentiment":"positive","sentiment_score":0.5621775649487972}],"sentiment":"positive","sentiment_score":0.642040011783441,"channel":0,"num_words":6,"start":447.82294,"end":449.68292}]},"summary":{"result":"success","short":"The customer calls Airtel to pay a final bill over the phone. The agent asks for the customer's name and account information, and confirms the payment method with the customer. The agent informs the customer that the account support team will call them back to assist with making the payment, and notes the customer's request for a cancellation to start on the current invoice."},"intents":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary. May I have your name, please? Hi.","start_word":1,"end_word":16,"intents":[{"intent":"Provide name","confidence_score":0.6996361},{"intent":"Provide name","confidence_score":0.38200969},{"intent":"Provide name","confidence_score":0.3081593},{"intent":"Provide name","confidence_score":0.36500573},{"intent":"Provide name","confidence_score":0.28941345},{"intent":"Provide name","confidence_score":0.2316933}]},{"text":"I wanted to just pay that final bill over the phone. Sure.","start_word":19,"end_word":30,"intents":[{"intent":"Pay final bill","confidence_score":0.58908385},{"intent":"Help payment","confidence_score":0.0014653075}]},{"text":"Can you provide me your name associated on the account, please? Sorry?","start_word":38,"end_word":49,"intents":[{"intent":"Confirm account","confidence_score":0.13953641},{"intent":"Confirm account","confidence_score":0.022534302}]},{"text":"And there's no card yet that is associated on your account. Right? Sorry?","start_word":162,"end_word":174,"intents":[{"intent":"Inquire about card","confidence_score":0.0033869932}]},{"text":"Let me just see if there's already a card added in your account. So I'm still I'm not seeing here any card, so I'll go ahead and I will need I always pay BPAY. That's why.","start_word":175,"end_word":210,"intents":[{"intent":"Add card","confidence_score":0.15376572}]},{"text":"I can pay on BPAY, but I wanted to call to do it over the phone because BPAY, sometimes you guys might get it in two, three days. And I wanna pay it Okay.","start_word":224,"end_word":257,"intents":[{"intent":"Pay bill","confidence_score":0.23512244}]},{"text":"Just give me one moment. Let me just go ahead and check this, and I'll get back to you. Okay? Hold on.","start_word":285,"end_word":306,"intents":[{"intent":"Check account and provide assistance","confidence_score":0.0000064974292}]},{"text":"So do you want me to just pay it now myself? Or I just don't want the confusion because if I pay it now, I want the cancellation to start from today because BJ sometimes takes two, three days for you guys to get it. That's the confusion. And I don't want you guys adding an extra month just because Yes. you guys got the money after two, three days. Yes.","start_word":363,"end_word":433,"intents":[{"intent":"Confirm payment method","confidence_score":0.012681231}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary. May I have your name, please?","start_word":0,"end_word":14,"sentiment":"positive","sentiment_score":0.4781252443790436},{"text":"Hi. Hello? Yes. Yeah. I wanted to just pay that final bill over the phone.","start_word":15,"end_word":29,"sentiment":"neutral","sentiment_score":0.2209461480379105},{"text":"Sure. I'll be more than happy of assistance.","start_word":30,"end_word":37,"sentiment":"positive","sentiment_score":0.7681565284729004},{"text":"Can you provide me your name associated on the account, please? Sorry? How do you spell it, please? I just wanna make sure that I'll be pulling up the correct account.","start_word":38,"end_word":68,"sentiment":"neutral","sentiment_score":0.07738407701253891},{"text":"Thank you.","start_word":69,"end_word":70,"sentiment":"positive","sentiment_score":0.3679623305797577},{"text":"G e g e n e r o zed a.","start_word":71,"end_word":80,"sentiment":"neutral","sentiment_score":0.07137536257505417},{"text":"Thank you so much.","start_word":81,"end_word":84,"sentiment":"positive","sentiment_score":0.5164369940757751},{"text":"How about the last name, please? S e n g I y u n v a.","start_word":85,"end_word":100,"sentiment":"neutral","sentiment_score":0.03339039161801338},{"text":"Thank you so much, Generosa.","start_word":101,"end_word":105,"sentiment":"positive","sentiment_score":0.5307442545890808},{"text":"Can I call you Generosa or Jean? January is fine. Jean. Hi, Jean. Well, I already have your account pulled up and seeing a, yes, current invoice for $79.95 for this month. And, sure, I'll go ahead and help you, making a a payment for this invoice. Just give me one second. Hold on. Hold on. And there's no card yet that is associated on your account. Right? Sorry? Let me just see if there's already a card added in your account. So I'm still I'm not seeing here any card, so I'll go ahead and I will need I always pay BPAY. That's why. okay. Depe Holden. Here's the biller code whenever you're ready. No. Look. I can pay on BPAY, but I wanted to call to do it over the phone because BPAY, sometimes you guys might get it in two, three days. And I wanna pay it Okay. right now so you guys can disconnect my Internet without further due or adding extra days or months because it's it's already not working. Oh, So I see. Just give me one moment. Let me just go ahead and check this, and I'll get back to you. Okay? Hold on. sure. Thank you. Yeah. Hello, Jean? Hello? Yeah.","start_word":106,"end_word":314,"sentiment":"neutral","sentiment_score":-0.008705180469214133},{"text":"Thank you so much for holding.","start_word":315,"end_word":320,"sentiment":"positive","sentiment_score":0.4791458249092102},{"text":"Already informed our account support team for this one. Once we ended the call, she will call you right away to give you assistance making the payment for the current invoice through BPAY online. Okay? Okay. I know how to do that. So do you want me to just pay it now myself? Or I just don't want the confusion because if I pay it now, I want the cancellation to start from today because BJ sometimes takes two, three days for you guys to get it. That's the confusion. And I don't want you guys adding an extra month just because Yes. you guys got the money after two, three days. Yes. And we understand that you're calling, you know, for clarification and confirmation. But for better assistance, I will take note of that as well in your account, and our account support team will get in touch with you. Okay. When when are they gonna do this? Because I've spoken to more people already, like, four times already this morning.","start_word":321,"end_word":492,"sentiment":"neutral","sentiment_score":-0.06189543381333351},{"text":"Like, they keep calling me back, but nothing's happened.","start_word":493,"end_word":501,"sentiment":"negative","sentiment_score":-0.35291674733161926},{"text":"So She will call you right away once we ended the call. alright.","start_word":502,"end_word":514,"sentiment":"neutral","sentiment_score":0.09684671461582184},{"text":"Not a problem. Thank you. Thank you. Have a great day.","start_word":515,"end_word":525,"sentiment":"positive","sentiment_score":0.6478860378265381}],"average":{"sentiment":"neutral","sentiment_score":0.04494950393150593}}}}