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In that way, I could review your account. What is your phone number and your full name? Thank you so much, Brianna. Just give me a minute or two. Let me just go over to your account. And if I heard you right, you are looking forward to cancel your service due to the ongoing VoIP issue. Right? Okay. Appreciate your call. And what is your date of birth for security reason and for canceling the service? Thank you. Just give me a minute or two. I'll get back to you. Okay? Thank you so much for patiently waiting on the line, Ariana. And if I may ask, when you would like to cancel the service? Alright. Sure. So, technically, I do see on here that your account is in no contract. So, basically, if you wanted to cancel the service, you just need to provide a thirty days notice. Like, for example, you would like to cancel on April. You need to provide us the notice prior to the date that you would like to cancel the service. And the last invoice generated during the time that your account is still active is the only payment that you need to pay before closing your account. Yeah. Because I oh, I'm so sorry. Because we just got a we just got an update from our back end. I do believe you received, like, the email sent over the weekend in reference with the present GUIP issue has been replaced to a new one. And then our back end team saying that they are just waiting for the MaxMind to complete the settings of the new GeoIP related to your service. And then once this is finalized, they're expecting further improvement and a spirit service as before. However, any decision that you will be having is highly respected, and that's the thing applicable to your account. You just need to notice us ahead of time with your preferred cancellation date, if ever. Yes. Thirty days notice, and the last generated invoice or bill needs to be settled. There is no cancellation fee apply on the account because you signed in for no contract. So for example, our billing cycle or our billing process is every first. So, technically, by the first, your April invoice will be generated and sent, and then that's the invoice that you need to pay if you would like to cancel the service by April. Something like if May, April May invoice. No. That's the thing. Like, for example, you called in today. Right? And you would like to for exam this is just like a scenario to make, it clear. So for example, you would like to cancel it today today. We will go ahead and cancel the service today. And then as a consideration, we will not invoice you for April because it's just between two days. Right? But if you would like to cancel between days of April, then if you provide a notice, for example, you called in today and then you wanted to cancel the service on the twentieth. Right? Since the invoice is not yet generated, we can go ahead and invoice you from April '20. However, if the invoice has been generated April 1 with the full month and then you just called in April 10 requesting to cancel it on the twentieth, still you need to pay the full month because you have not provided the notice prior to the invoice that has been generated. Mhmm. Okay. Sure. We are open until 6PM. So if you would like to avoid the April invoice, you should be giving us a a call prior to the April 1. Okay? So we can take care of this accordingly. Thank you, Rhianna. Sure. You're welcome. Talk to you soon. Have a good one. 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Thank you so much for calling your toll account. How may I help you today? Mhmm. I'm so sorry to hear about that inconvenience.\n\nBut let me just go ahead and pull out your account. In that way, I could review your account. What is your phone number and your full name? Thank you so much, Brianna. Just give me a minute or two.\n\nLet me just go over to your account. And if I heard you right, you are looking forward to cancel your service due to the ongoing VoIP issue. Right? Okay. Appreciate your call.\n\nAnd what is your date of birth for security reason and for canceling the service? Thank you. Just give me a minute or two. I'll get back to you. Okay?\n\nThank you so much for patiently waiting on the line, Ariana. And if I may ask, when you would like to cancel the service? Alright. Sure. So, technically, I do see on here that your account is in no contract.\n\nSo, basically, if you wanted to cancel the service, you just need to provide a thirty days notice. Like, for example, you would like to cancel on April. You need to provide us the notice prior to the date that you would like to cancel the service. And the last invoice generated during the time that your account is still active is the only payment that you need to pay before closing your account. Yeah.\n\nBecause I oh, I'm so sorry. Because we just got a we just got an update from our back end. I do believe you received, like, the email sent over the weekend in reference with the present GUIP issue has been replaced to a new one. And then our back end team saying that they are just waiting for the MaxMind to complete the settings of the new GeoIP related to your service. And then once this is finalized, they're expecting further improvement and a spirit service as before.\n\nHowever, any decision that you will be having is highly respected, and that's the thing applicable to your account. You just need to notice us ahead of time with your preferred cancellation date, if ever. Yes. Thirty days notice, and the last generated invoice or bill needs to be settled. There is no cancellation fee apply on the account because you signed in for no contract.\n\nSo for example, our billing cycle or our billing process is every first. So, technically, by the first, your April invoice will be generated and sent, and then that's the invoice that you need to pay if you would like to cancel the service by April. Something like if May, April May invoice. No. That's the thing.\n\nLike, for example, you called in today. Right? And you would like to for exam this is just like a scenario to make, it clear. So for example, you would like to cancel it today today. We will go ahead and cancel the service today.\n\nAnd then as a consideration, we will not invoice you for April because it's just between two days. Right? But if you would like to cancel between days of April, then if you provide a notice, for example, you called in today and then you wanted to cancel the service on the twentieth. Right? Since the invoice is not yet generated, we can go ahead and invoice you from April '20.\n\nHowever, if the invoice has been generated April 1 with the full month and then you just called in April 10 requesting to cancel it on the twentieth, still you need to pay the full month because you have not provided the notice prior to the invoice that has been generated. Mhmm. Okay. Sure. We are open until 6PM.\n\nSo if you would like to avoid the April invoice, you should be giving us a a call prior to the April 1. Okay? So we can take care of this accordingly. Thank you, Rhianna. Sure.\n\nYou're welcome. Talk to you soon. Have a good one. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.96,"end":1.28,"sentiment":"positive","sentiment_score":0.33765533566474915},{"text":"Thank you so much for calling your toll account.","start":1.28,"end":3.76,"sentiment":"positive","sentiment_score":0.6549969580438402},{"text":"How may I help you today?","start":3.76,"end":5.06,"sentiment":"positive","sentiment_score":0.6038106779257456},{"text":"Mhmm.","start":26.765,"end":27.265,"sentiment":"neutral","sentiment_score":-0.1322135329246521},{"text":"I'm so sorry to hear about that inconvenience.","start":27.539999,"end":29.88,"sentiment":"negative","sentiment_score":-0.3432671129703522}],"sentiment":"neutral","sentiment_score":0.2790856635570526,"num_words":25,"start":0.96,"end":29.88},{"sentences":[{"text":"But let me just go ahead and pull out your account.","start":30.179998,"end":32.5,"sentiment":"neutral","sentiment_score":-0.010152529925107956},{"text":"In that way, I could review your account.","start":32.5,"end":34.52,"sentiment":"neutral","sentiment_score":0.05278643174096942},{"text":"What is your phone number and your full name?","start":34.82,"end":37.64,"sentiment":"neutral","sentiment_score":0.01798750687804487},{"text":"Thank you so much, Brianna.","start":48.095,"end":49.795002,"sentiment":"positive","sentiment_score":0.47623059153556824},{"text":"Just give me a minute or two.","start":49.935,"end":51.375,"sentiment":"neutral","sentiment_score":0.21698056374277389}],"sentiment":"neutral","sentiment_score":0.10931295226328075,"num_words":40,"start":30.179998,"end":51.375},{"sentences":[{"text":"Let me just go over to your account.","start":51.375,"end":53.215,"sentiment":"neutral","sentiment_score":0.12807716615498066},{"text":"And if I heard you right, you are looking forward to cancel your service due to the ongoing VoIP issue.","start":53.215,"end":61.72,"sentiment":"neutral","sentiment_score":-0.04130212422460318},{"text":"Right?","start":61.72,"end":62.22,"sentiment":"neutral","sentiment_score":0.041756849735975266},{"text":"Okay.","start":63.960003,"end":64.46001,"sentiment":"neutral","sentiment_score":0.1455702930688858},{"text":"Appreciate your call.","start":65.4,"end":66.76,"sentiment":"neutral","sentiment_score":0.31412598490715027}],"sentiment":"neutral","sentiment_score":0.0402509073416392,"num_words":33,"start":51.375,"end":66.76},{"sentences":[{"text":"And what is your date of birth for security reason and for canceling the service?","start":66.76,"end":72.175,"sentiment":"neutral","sentiment_score":0.06431767729421457},{"text":"Thank you.","start":76.475,"end":77.115,"sentiment":"neutral","sentiment_score":0.27829985320568085},{"text":"Just give me a minute or two.","start":77.115,"end":78.715,"sentiment":"neutral","sentiment_score":0.16322491211550577},{"text":"I'll get back to you.","start":78.715,"end":79.755,"sentiment":"neutral","sentiment_score":0.1696185439825058},{"text":"Okay?","start":79.755,"end":80.255,"sentiment":"neutral","sentiment_score":0.12695351243019104}],"sentiment":"neutral","sentiment_score":0.12129951609919469,"num_words":30,"start":66.76,"end":80.255},{"sentences":[{"text":"Thank you so much for patiently waiting on the line, Ariana.","start":161.89499,"end":165.11499,"sentiment":"positive","sentiment_score":0.41024399345571344},{"text":"And if I may ask, when you would like to cancel the service?","start":165.17499,"end":169.83499,"sentiment":"neutral","sentiment_score":0.018725088296028283},{"text":"Alright.","start":176.58,"end":177.08,"sentiment":"neutral","sentiment_score":0.005354907363653183},{"text":"Sure.","start":177.14,"end":177.64,"sentiment":"neutral","sentiment_score":0.028616318479180336},{"text":"So, technically, I do see on here that your account is in no 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your service.","start":235.13,"end":249.505,"sentiment":"neutral","sentiment_score":0.005350928546653854},{"text":"And then once this is finalized, they're expecting further improvement and a spirit service as before.","start":249.645,"end":258.29,"sentiment":"neutral","sentiment_score":0.08803202724084258}],"sentiment":"neutral","sentiment_score":-0.03133380369105366,"num_words":89,"start":214.265,"end":258.29},{"sentences":[{"text":"However, any decision that you will be having is highly respected, and that's the thing applicable to your account.","start":258.83002,"end":265.87,"sentiment":"neutral","sentiment_score":0.2307450767410429},{"text":"You just need to notice us ahead of time with your preferred cancellation date, if ever.","start":265.87,"end":272.225,"sentiment":"neutral","sentiment_score":-0.03440064704045653},{"text":"Yes.","start":277.085,"end":277.565,"sentiment":"neutral","sentiment_score":0.18948279321193695},{"text":"Thirty days notice, and the last generated 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generated.","start":380.04,"end":397.285,"sentiment":"neutral","sentiment_score":-0.10538014353198163},{"text":"Mhmm.","start":405.57,"end":405.65,"sentiment":"neutral","sentiment_score":0.010805489495396614},{"text":"Okay.","start":405.65,"end":406.05002,"sentiment":"neutral","sentiment_score":0.03440425544977188},{"text":"Sure.","start":406.05002,"end":406.45,"sentiment":"neutral","sentiment_score":0.058737292885780334},{"text":"We are open until 6PM.","start":406.45,"end":409.43,"sentiment":"neutral","sentiment_score":0.04767042174935341}],"sentiment":"neutral","sentiment_score":-0.08528963006022623,"num_words":59,"start":380.04,"end":409.43},{"sentences":[{"text":"So if you would like to avoid the April invoice, you should be giving us a a call prior to the April 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one.","start":427.145,"end":427.94498,"sentiment":"positive","sentiment_score":0.7744439393281937},{"text":"Bye bye.","start":427.94498,"end":428.60498,"sentiment":"neutral","sentiment_score":0.24223053455352783}],"sentiment":"positive","sentiment_score":0.44098945210377377,"num_words":12,"start":425.305,"end":428.60498}]}}]},{"alternatives":[{"transcript":"Hi. I have a connection. I have a service with you guys, and I just keep having problems with my Internet. This is the second time in the last month, and I just wanna confirm whether there is any fees for me to cancel with you guys because I wanna go ahead with somebody else. Yes. My phone number is 0466215221, and my name is Rhianna Sando. Yes. Correct. It's the 1993. Thanks. It's okay. Well, not yet. I just wanna confirm what fees are involved, if there are any. Oh, okay. Alright. Okay. So just thirty days notice is all is all you need. Okay. Okay. Okay. So okay. So if I understand correctly so say for example, I give you the notice today or tomorrow, so then you guys will give me a bill the next day on the April 1. That is for the entire month of April. So even if I, you know, gave you my cancellation notice, I'll still have Internet with you guys until the May 1. Is that right? Yes. Yes. Yes. Mhmm. Yes. Yes. Yes. Yep. Yep. Got it. Okay. So I just have to do it before the April 1. Alright. Let me just I'll give you guys a callback today. Yep. Sure. No worries. No worries. Thanks so much. Thanks. Bye. Bye. 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I have a connection. I have a service with you guys, and I just keep having problems with my Internet. This is the second time in the last month, and I just wanna confirm whether there is any fees for me to cancel with you guys because I wanna go ahead with somebody else. Yes.\n\nMy phone number is 0466215221, and my name is Rhianna Sando. Yes. Correct. It's the 1993. Thanks.\n\nIt's okay. Well, not yet. I just wanna confirm what fees are involved, if there are any. Oh, okay. Alright.\n\nOkay. So just thirty days notice is all is all you need. Okay. Okay. Okay.\n\nSo okay. So if I understand correctly so say for example, I give you the notice today or tomorrow, so then you guys will give me a bill the next day on the April 1. That is for the entire month of April. So even if I, you know, gave you my cancellation notice, I'll still have Internet with you guys until the May 1. Is that right?\n\nYes. Yes. Yes. Mhmm. Yes.\n\nYes. Yes. Yep. Yep. Got it.\n\nOkay. So I just have to do it before the April 1. Alright. Let me just I'll give you guys a callback today. Yep.\n\nSure. No worries. No worries. Thanks so much. Thanks.\n\nBye. Bye. 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Thank you so much for calling your toll account. How may I help you today?\n\nChannel 1: Hi. I have a connection. I have a service with you guys, and I just keep having problems with my Internet. This is the second time in the last month, and I just wanna confirm whether there is any fees for me to cancel with you guys because I wanna go ahead with somebody else.\n\nChannel 0: Mhmm. I'm so sorry to hear about that inconvenience. But let me just go ahead and pull out your account. In that way, I could review your account. What is\n\nChannel 1: Yes.\n\nChannel 0: your phone number and your full name?\n\nChannel 1: My phone number is 0466215221, and my name is Rhianna Sando.\n\nChannel 0: Thank you so much, Brianna. Just give me a minute or two. Let me just go over to your account. And if I heard you right, you are looking forward to cancel your service due to the ongoing VoIP issue. Right?\n\nChannel 1: Yes. Correct.\n\nChannel 0: Okay. Appreciate your call. And what is your date of birth for security reason and for canceling the service?\n\nChannel 1: It's the 1993.\n\nChannel 0: Thank you. Just give me a minute or two. I'll get back to you. Okay?\n\nChannel 1: Thanks.\n\nChannel 0: Thank you so much for patiently waiting on the line, Ariana. And if I may\n\nChannel 1: It's\n\nChannel 0: ask,\n\nChannel 1: okay.\n\nChannel 0: when you would like to cancel the service?\n\nChannel 1: Well, not yet. I just wanna confirm what fees are involved, if there are any.\n\nChannel 0: Alright. Sure. So, technically, I do see on here that your account is in no contract. So, basically, if you wanted to cancel the service, you just need to provide a thirty days notice. Like, for example, you would like to cancel on April.\n\nYou need to provide us the notice prior to the date that you would like to cancel the service. And the last invoice generated during the time that your account is still active is the only payment that you need to pay before closing your account.\n\nChannel 1: Oh, okay. Alright.\n\nChannel 0: Yeah. Because I oh, I'm so sorry. Because we just got a we just got an update from our back end. I do believe you received, like, the email sent over the weekend in reference with the present GUIP issue has been replaced to a new one. And then our back end team saying that they are just waiting for the MaxMind to complete the settings of the new GeoIP related to your service.\n\nAnd then once this is finalized, they're expecting further improvement and a spirit service as before. However, any decision that you will be having is highly respected, and that's the thing applicable to your account. You just need to notice us ahead of time with your preferred cancellation date, if ever.\n\nChannel 1: Okay. So just thirty days notice is all is all you need.\n\nChannel 0: Yes. Thirty days notice, and the last generated invoice or bill needs to be settled. There is no cancellation fee apply on the account because\n\nChannel 1: Okay.\n\nChannel 0: you signed in for no contract. So for example, our billing cycle or our billing process is every first. So, technically, by the first, your April invoice will be generated and sent, and then that's the invoice that you need to pay if you would like to cancel the service by April.\n\nChannel 1: Okay.\n\nChannel 0: Something like if May,\n\nChannel 1: Okay.\n\nChannel 0: April\n\nChannel 1: So\n\nChannel 0: May invoice.\n\nChannel 1: okay. So if I understand correctly so say for example, I give you the notice today or tomorrow, so then you guys will give me a bill the next day on the April 1. That is for the entire month of April. So even if I, you know, gave you my cancellation notice, I'll still have Internet with you guys until the May 1. Is that right?\n\nChannel 0: No. That's the thing. Like, for example, you called in today. Right? And you would like to for exam this is just like a scenario to make,\n\nChannel 1: Yes. Yes.\n\nChannel 0: it clear. So for example, you would like to cancel it today today.\n\nChannel 1: Yes.\n\nChannel 0: We will go ahead and cancel the service today. And then as a consideration, we will not invoice you for April because it's just between two days. Right? But if you would like to cancel between days of April, then if you provide a notice, for example, you called in today and then you wanted to cancel the service on the twentieth.\n\nChannel 1: Mhmm.\n\nChannel 0: Right?\n\nChannel 1: Yes.\n\nChannel 0: Since\n\nChannel 1: Yes.\n\nChannel 0: the invoice is not yet generated, we can\n\nChannel 1: Yes.\n\nChannel 0: go ahead and invoice you from April '20. However, if the invoice has been generated April 1 with the full month and then you just called in April 10 requesting to cancel it on\n\nChannel 1: Yep.\n\nChannel 0: the twentieth, still you need to pay the full month because you have not provided the notice prior to the invoice that has been generated.\n\nChannel 1: Yep. Got it. Okay. So I just have to do it before the April 1. Alright.\n\nLet me just I'll give you guys a callback today.\n\nChannel 0: Mhmm. Okay. Sure. We are open until 6PM. So\n\nChannel 1: Yep.\n\nChannel 0: if you would like to avoid the April invoice, you should be giving us a a call prior to the April 1. Okay? So\n\nChannel 1: Sure.\n\nChannel 0: we can take\n\nChannel 1: No worries.\n\nChannel 0: care of this accordingly. Thank\n\nChannel 1: No\n\nChannel 0: you,\n\nChannel 1: worries.\n\nChannel 0: Rhianna.\n\nChannel 1: Thanks so much. Thanks.\n\nChannel 0: Sure. You're\n\nChannel 1: Bye.\n\nChannel 0: welcome. Talk to you soon. Have a good one.\n\nChannel 1: Bye.\n\nChannel 0: Bye bye.\n\nChannel 1: You too.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.96,"end":1.28,"sentiment":"positive","sentiment_score":0.33765533566474915},{"text":"Thank you so much for calling your toll account.","start":1.28,"end":3.76,"sentiment":"positive","sentiment_score":0.6549969580438402},{"text":"How may I help you today?","start":3.76,"end":5.06,"sentiment":"positive","sentiment_score":0.6038106779257456}],"sentiment":"positive","sentiment_score":0.6159682516008615,"channel":0,"num_words":16,"start":0.96,"end":5.06},{"sentences":[{"text":"Hi.","start":6.16,"end":6.66,"sentiment":"neutral","sentiment_score":0.004801567643880844},{"text":"I have a connection.","start":7.44,"end":8.639999,"sentiment":"neutral","sentiment_score":-0.04545709444209933},{"text":"I have a service with you guys, and I just keep having problems with my Internet.","start":8.639999,"end":13.36,"sentiment":"neutral","sentiment_score":-0.2466868436895311},{"text":"This is the second time in the last month, and I just wanna confirm whether there is any fees for me to cancel with you guys because I wanna go ahead with somebody else.","start":13.36,"end":25.755,"sentiment":"neutral","sentiment_score":-0.33106780008358117}],"sentiment":"neutral","sentiment_score":-0.2796422093090686,"channel":1,"num_words":55,"start":6.16,"end":25.755},{"sentences":[{"text":"Mhmm.","start":26.765,"end":27.265,"sentiment":"neutral","sentiment_score":-0.1322135329246521},{"text":"I'm so sorry to hear about that inconvenience.","start":27.539999,"end":29.88,"sentiment":"negative","sentiment_score":-0.3432671129703522},{"text":"But let me just go ahead and pull out your account.","start":30.179998,"end":32.5,"sentiment":"neutral","sentiment_score":-0.010152529925107956},{"text":"In that way, I could review your account.","start":32.5,"end":34.52,"sentiment":"neutral","sentiment_score":0.05278643174096942},{"text":"What is","start":34.82,"end":35.3,"sentiment":"neutral","sentiment_score":0.022575010545551777}],"sentiment":"neutral","sentiment_score":-0.08408622636149327,"channel":0,"num_words":30,"start":26.765,"end":35.3},{"sentences":[{"text":"Yes.","start":35.129997,"end":35.629997,"sentiment":"neutral","sentiment_score":0.01925329491496086}],"sentiment":"neutral","sentiment_score":0.01925329491496086,"channel":1,"num_words":1,"start":35.129997,"end":35.629997},{"sentences":[{"text":"your phone number and your full name?","start":35.3,"end":37.64,"sentiment":"neutral","sentiment_score":0.016676791544471468}],"sentiment":"neutral","sentiment_score":0.016676791544471468,"channel":0,"num_words":7,"start":35.3,"end":37.64},{"sentences":[{"text":"My phone number is 0466215221, and my name is Rhianna Sando.","start":38.329998,"end":47.324997,"sentiment":"neutral","sentiment_score":0.028659850697625767}],"sentiment":"neutral","sentiment_score":0.028659850697625767,"channel":1,"num_words":11,"start":38.329998,"end":47.324997},{"sentences":[{"text":"Thank you so much, Brianna.","start":48.095,"end":49.795002,"sentiment":"positive","sentiment_score":0.47623059153556824},{"text":"Just give me a minute or two.","start":49.935,"end":51.375,"sentiment":"neutral","sentiment_score":0.21698056374277389},{"text":"Let me just go over to your account.","start":51.375,"end":53.215,"sentiment":"neutral","sentiment_score":0.12807716615498066},{"text":"And if I heard you right, you are looking forward to cancel your service due to the ongoing VoIP issue.","start":53.215,"end":61.72,"sentiment":"neutral","sentiment_score":-0.04130212422460318},{"text":"Right?","start":61.72,"end":62.22,"sentiment":"neutral","sentiment_score":0.041756849735975266}],"sentiment":"neutral","sentiment_score":0.10098411215514672,"channel":0,"num_words":41,"start":48.095,"end":62.22},{"sentences":[{"text":"Yes.","start":62.579998,"end":63.079998,"sentiment":"neutral","sentiment_score":0.0734223797917366},{"text":"Correct.","start":63.22,"end":63.72,"sentiment":"neutral","sentiment_score":0.10967617481946944}],"sentiment":"neutral","sentiment_score":0.09154927730560303,"channel":1,"num_words":2,"start":62.579998,"end":63.72},{"sentences":[{"text":"Okay.","start":63.960003,"end":64.46001,"sentiment":"neutral","sentiment_score":0.1455702930688858},{"text":"Appreciate your call.","start":65.4,"end":66.76,"sentiment":"neutral","sentiment_score":0.31412598490715027},{"text":"And what is your date of birth for security reason and for canceling the service?","start":66.76,"end":72.175,"sentiment":"neutral","sentiment_score":0.06431767729421457}],"sentiment":"neutral","sentiment_score":0.10803754774755553,"channel":0,"num_words":19,"start":63.960003,"end":72.175},{"sentences":[{"text":"It's the 1993.","start":73.125,"end":75.945,"sentiment":"neutral","sentiment_score":0.027239295653998852}],"sentiment":"neutral","sentiment_score":0.027239295653998852,"channel":1,"num_words":3,"start":73.125,"end":75.945},{"sentences":[{"text":"Thank you.","start":76.475,"end":77.115,"sentiment":"neutral","sentiment_score":0.27829985320568085},{"text":"Just give me a minute or two.","start":77.115,"end":78.715,"sentiment":"neutral","sentiment_score":0.16322491211550577},{"text":"I'll get back to you.","start":78.715,"end":79.755,"sentiment":"neutral","sentiment_score":0.1696185439825058},{"text":"Okay?","start":79.755,"end":80.255,"sentiment":"neutral","sentiment_score":0.12695351243019104}],"sentiment":"neutral","sentiment_score":0.1782813549041748,"channel":0,"num_words":15,"start":76.475,"end":80.255},{"sentences":[{"text":"Thanks.","start":80.645,"end":81.145,"sentiment":"neutral","sentiment_score":0.26192420721054077}],"sentiment":"neutral","sentiment_score":0.26192420721054077,"channel":1,"num_words":1,"start":80.645,"end":81.145},{"sentences":[{"text":"Thank you so much for patiently waiting on the line, Ariana.","start":161.89499,"end":165.11499,"sentiment":"positive","sentiment_score":0.41024399345571344},{"text":"And if I 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that's the thing applicable to your account.","start":258.83002,"end":265.87,"sentiment":"neutral","sentiment_score":0.2307450767410429},{"text":"You just need to notice us ahead of time with your preferred cancellation date, if ever.","start":265.87,"end":272.225,"sentiment":"neutral","sentiment_score":-0.03440064704045653}],"sentiment":"neutral","sentiment_score":0.10278938316247042,"channel":0,"num_words":51,"start":249.645,"end":272.225},{"sentences":[{"text":"Okay.","start":273.07498,"end":273.47498,"sentiment":"neutral","sentiment_score":0.13538619875907898},{"text":"So just thirty days notice is all is all you need.","start":273.47498,"end":276.69498,"sentiment":"neutral","sentiment_score":0.21444851430979642}],"sentiment":"neutral","sentiment_score":0.2078599880139033,"channel":1,"num_words":12,"start":273.07498,"end":276.69498},{"sentences":[{"text":"Yes.","start":277.085,"end":277.565,"sentiment":"neutral","sentiment_score":0.18948279321193695},{"text":"Thirty days notice, and the last generated invoice or bill needs to be settled.","start":277.565,"end":283.56,"sentiment":"neutral","sentiment_score":0.12948068976402283},{"text":"There is no cancellation fee apply on the account because","start":284.1,"end":287.8,"sentiment":"neutral","sentiment_score":0.006569378823041918}],"sentiment":"neutral","sentiment_score":0.08271624952554703,"channel":0,"num_words":25,"start":277.085,"end":287.8},{"sentences":[{"text":"Okay.","start":287.77,"end":288.27,"sentiment":"neutral","sentiment_score":0.04957113042473793}],"sentiment":"neutral","sentiment_score":0.04957113042473793,"channel":1,"num_words":1,"start":287.77,"end":288.27},{"sentences":[{"text":"you signed in for no contract.","start":287.94,"end":290.02,"sentiment":"neutral","sentiment_score":-0.048199559251467385},{"text":"So for example, our billing cycle or our billing process is every first.","start":290.02,"end":296.415,"sentiment":"neutral","sentiment_score":-0.007673486494101011},{"text":"So, technically, by the first, your April invoice will be generated and sent, and then that's the invoice that you need to pay if you would like to cancel the service by April.","start":296.495,"end":308.575,"sentiment":"neutral","sentiment_score":-0.06392216151862433}],"sentiment":"neutral","sentiment_score":-0.04804584634705232,"channel":0,"num_words":52,"start":287.94,"end":308.575},{"sentences":[{"text":"Okay.","start":308.49002,"end":308.99002,"sentiment":"neutral","sentiment_score":-0.0024062134325504303}],"sentiment":"neutral","sentiment_score":-0.0024062134325504303,"channel":1,"num_words":1,"start":308.49002,"end":308.99002},{"sentences":[{"text":"Something like if 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invoice.","start":310.575,"end":311.315,"sentiment":"neutral","sentiment_score":0.011161011643707752}],"sentiment":"neutral","sentiment_score":0.011161011643707752,"channel":0,"num_words":2,"start":310.575,"end":311.315},{"sentences":[{"text":"okay.","start":312.17,"end":312.57,"sentiment":"neutral","sentiment_score":0.07072270661592484},{"text":"So if I understand correctly so say for example, I give you the notice today or tomorrow, so then you guys will give me a bill the next day on the April 1.","start":312.57,"end":321.485,"sentiment":"neutral","sentiment_score":0.05680399388074875},{"text":"That is for the entire month of April.","start":321.94498,"end":324.345,"sentiment":"neutral","sentiment_score":0.029677208280190825},{"text":"So even if I, you know, gave you my cancellation notice, I'll still have Internet with you guys until the May 1.","start":324.345,"end":331.22498,"sentiment":"neutral","sentiment_score":0.004064572636376728},{"text":"Is that right?","start":331.22498,"end":332.04498,"sentiment":"neutral","sentiment_score":0.018076761936148007}],"sentiment":"neutral","sentiment_score":0.034721239622849134,"channel":1,"num_words":67,"start":312.17,"end":332.04498},{"sentences":[{"text":"No.","start":333.225,"end":333.465,"sentiment":"neutral","sentiment_score":-0.1495416909456253},{"text":"That's the thing.","start":333.465,"end":334.345,"sentiment":"neutral","sentiment_score":-0.12983511885007223},{"text":"Like, for example, you called in today.","start":334.345,"end":336.66498,"sentiment":"neutral","sentiment_score":-0.02484275187764849},{"text":"Right?","start":336.66498,"end":337.16498,"sentiment":"neutral","sentiment_score":-0.024979662150144577},{"text":"And you would like to for exam this is just like a scenario to 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6PM.","start":406.45,"end":409.43,"sentiment":"neutral","sentiment_score":0.04767042174935341},{"text":"So","start":410.05002,"end":410.37,"sentiment":"neutral","sentiment_score":0.052327610552310944}],"sentiment":"neutral","sentiment_score":0.04384741745889187,"channel":0,"num_words":9,"start":405.57,"end":410.37},{"sentences":[{"text":"Yep.","start":410.35498,"end":410.85498,"sentiment":"neutral","sentiment_score":0.03566965088248253}],"sentiment":"neutral","sentiment_score":0.03566965088248253,"channel":1,"num_words":1,"start":410.35498,"end":410.85498},{"sentences":[{"text":"if you would like to avoid the April invoice, you should be giving us a a call prior to the April 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so 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to you soon.","start":426.025,"end":427.145,"sentiment":"neutral","sentiment_score":0.24221672862768173},{"text":"Have a good one.","start":427.145,"end":427.94498,"sentiment":"positive","sentiment_score":0.7744439393281937}],"sentiment":"positive","sentiment_score":0.4953762988249461,"channel":0,"num_words":9,"start":425.54498,"end":427.94498},{"sentences":[{"text":"Bye.","start":427.82,"end":428.32,"sentiment":"positive","sentiment_score":0.40725409984588623}],"sentiment":"positive","sentiment_score":0.40725409984588623,"channel":1,"num_words":1,"start":427.82,"end":428.32},{"sentences":[{"text":"Bye bye.","start":427.94498,"end":428.60498,"sentiment":"neutral","sentiment_score":0.24223053455352783}],"sentiment":"neutral","sentiment_score":0.24223053455352783,"channel":0,"num_words":2,"start":427.94498,"end":428.60498},{"sentences":[{"text":"You 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The agent confirms the customer's information and explains the fees involved in canceling the service. The agent advises the customer to provide a 30-day notice and avoid future invoices. The agent will call the customer back to confirm cancellation and avoid future invoices."},"intents":{"segments":[{"text":"I have a connection. I have a service with you guys, and I just keep having problems with my Internet. This is the second time in the last month, and I just wanna confirm whether there is any fees for me to cancel with you guys because I wanna go ahead with somebody else. Mhmm.","start_word":17,"end_word":71,"intents":[{"intent":"Cancel service","confidence_score":0.34602302}]},{"text":"I'm so sorry to hear about that inconvenience. But let me just go ahead and pull out your account. In that way, I could review your account. What is Yes.","start_word":72,"end_word":101,"intents":[{"intent":"Review account","confidence_score":0.808862}]},{"text":"I just wanna confirm what fees are involved, if there are any. Alright.","start_word":230,"end_word":242,"intents":[{"intent":"Confirm fees","confidence_score":0.46243414}]},{"text":"You need to provide us the notice prior to the date that you would like to cancel the service.","start_word":287,"end_word":305,"intents":[{"intent":"Inform and cancel service","confidence_score":0.000034797737}]},{"text":"So for example, you would like to cancel it today today. Yes.","start_word":658,"end_word":669,"intents":[{"intent":"Cancel service","confidence_score":0.6923406}]},{"text":"the invoice is not yet generated, we can Yes. go ahead and invoice you from April '20. However, if the invoice has been generated April 1 with the full month and then you just called in April 10 requesting to cancel it on Yep. the twentieth, still you need to pay the full month because you have not provided the notice prior to the invoice that has been generated. Yep.","start_word":737,"end_word":806,"intents":[{"intent":"Invoice","confidence_score":0.06694143}]}]},"sentiments":{"segments":[{"text":"Hi. Thank you so much for calling your toll account. How may I help you today?","start_word":0,"end_word":15,"sentiment":"positive","sentiment_score":0.6042758822441101},{"text":"Hi. I have a connection. I have a service with you guys, and I just keep having problems with my Internet. This is the second time in the last month, and I just wanna confirm whether there is any fees for me to cancel with you guys because I wanna go ahead with somebody else. Mhmm. I'm so sorry to hear about that inconvenience. But let me just go ahead and pull out your account. In that way, I could review your account. What is Yes. your phone number and your full name? My phone number is 0466215221, and my name is Rhianna Sando.","start_word":16,"end_word":119,"sentiment":"neutral","sentiment_score":-0.1495562344789505},{"text":"Thank you so much, Brianna.","start_word":120,"end_word":124,"sentiment":"positive","sentiment_score":0.4777497351169586},{"text":"Just give me a minute or two. Let me just go over to your account. And if I heard you right, you are looking forward to cancel your service due to the ongoing VoIP issue. Right? Yes. Correct. Okay. Appreciate your call. And what is your date of birth for security reason and for canceling the service? It's the 1993. Thank you. Just give me a minute or two. I'll get back to you. Okay? Thanks.","start_word":125,"end_word":200,"sentiment":"neutral","sentiment_score":0.10429660975933076},{"text":"Thank you so much for patiently waiting on the line, Ariana.","start_word":201,"end_word":211,"sentiment":"positive","sentiment_score":0.40488630533218384},{"text":"And if I may It's ask, okay. when you would like to cancel the service? Well, not yet. I just wanna confirm what fees are involved, if there are any. Alright. Sure. So, technically, I do see on here that your account is in no contract. So, basically, if you wanted to cancel the service, you just need to provide a thirty days notice. Like, for example, you would like to cancel on April. You need to provide us the notice prior to the date that you would like to cancel the service. And the last invoice generated during the time that your account is still active is the only payment that you need to pay before closing your account. Oh, okay. Alright. Yeah. Because I oh, I'm so sorry. Because we just got a we just got an update from our back end. I do believe you received, like, the email sent over the weekend in reference with the present GUIP issue has been replaced to a new one. And then our back end team saying that they are just waiting for the MaxMind to complete the settings of the new GeoIP related to your service. And then once this is finalized, they're expecting further improvement and a spirit service as before. However, any decision that you will be having is highly respected, and that's the thing applicable to your account. You just need to notice us ahead of time with your preferred cancellation date, if ever. Okay. So just thirty days notice is all is all you need. Yes. Thirty days notice, and the last generated invoice or bill needs to be settled. There is no cancellation fee apply on the account because Okay. you signed in for no contract. So for example, our billing cycle or our billing process is every first. So, technically, by the first, your April invoice will be generated and sent, and then that's the invoice that you need to pay if you would like to cancel the service by April. Okay. Something like if May, Okay. April So May invoice. okay. So if I understand correctly so say for example, I give you the notice today or tomorrow, so then you guys will give me a bill the next day on the April 1. That is for the entire month of April. So even if I, you know, gave you my cancellation notice, I'll still have Internet with you guys until the May 1. Is that right? No. That's the thing. Like, for example, you called in today. Right? And you would like to for exam this is just like a scenario to make, Yes. Yes. it clear. So for example, you would like to cancel it today today. Yes. We will go ahead and cancel the service today. And then as a consideration, we will not invoice you for April because it's just between two days. Right? But if you would like to cancel between days of April, then if you provide a notice, for example, you called in today and then you wanted to cancel the service on the twentieth. Mhmm. Right? Yes. Since Yes. the invoice is not yet generated, we can Yes. go ahead and invoice you from April '20. However, if the invoice has been generated April 1 with the full month and then you just called in April 10 requesting to cancel it on Yep. the twentieth, still you need to pay the full month because you have not provided the notice prior to the invoice that has been generated. Yep. Got it. Okay. So I just have to do it before the April 1. Alright. Let me just I'll give you guys a callback today. Mhmm. Okay. Sure. We are open until 6PM. So Yep. if you would like to avoid the April invoice, you should be giving us a a call prior to the April 1. Okay? So Sure. we can take No worries. care of this accordingly. Thank No you, worries. Rhianna.","start_word":212,"end_word":880,"sentiment":"neutral","sentiment_score":-0.020401161211377125},{"text":"Thanks so much. Thanks.","start_word":881,"end_word":884,"sentiment":"positive","sentiment_score":0.5717058777809143},{"text":"Sure. You're Bye.","start_word":885,"end_word":887,"sentiment":"neutral","sentiment_score":0.3221295475959778},{"text":"welcome.","start_word":888,"end_word":888,"sentiment":"positive","sentiment_score":0.3917440176010132},{"text":"Talk to you soon.","start_word":889,"end_word":892,"sentiment":"neutral","sentiment_score":0.2687745988368988},{"text":"Have a good one. Bye.","start_word":893,"end_word":897,"sentiment":"positive","sentiment_score":0.6456970572471619},{"text":"Bye bye. You too.","start_word":898,"end_word":901,"sentiment":"neutral","sentiment_score":0.256308913230896}],"average":{"sentiment":"neutral","sentiment_score":0.009345792221251295}}}}