{"metadata":{"transaction_key":"deprecated","request_id":"d71f9621-b6b6-4def-8f1e-dafc6ad318ad","sha256":"da35998e8b272b980ad7b4c3354827f0b739d42d9cdd8ad778996741f251e33e","created":"2026-03-01T22:53:23.183Z","duration":511.12793,"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":1380,"output_tokens":80},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1566,"output_tokens":1570},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1566,"output_tokens":275}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good morning. Thank you so much for calling Airtel accounts. How may I help you today? Okay. I appreciate your call. I would love to review your account, but please allow me to confirm your phone number first. In that way, I could further assist you and take a look your account. Go ahead. What is your phone number, please? Okay. Thank you. One moment, please. And may I have your full name, please? Thank you so much. One moment here. So, if I heard you right, you're calling in reference with your invoice that you received yesterday for the amount of $79.95. And you said you already set up a direct debit on your account. Mhmm. That's correct. I'm so sorry for the confusion. It just so happened last January, we changed our payment gateway. Before we're using Stripe, and then we transitioned to a and z word line payment. And you haven't processed any payment. Correct? Yeah. Mhmm. Mhmm. Mhmm. I'm checking here. Because I'm showing here the reason why you're receiving okay. Here's the process we have. Even though you do have a a direct debit setup or not, we will still send you the invoice as for your reference. So I do see in here that you received the invoice yesterday. It doesn't mean that you need to process your payment manually. As I could see in here that it's already been processed. We're just sending the invoice to let you know your or as your reference, because there are some customers that they still want to receive their invoice in a monthly basis even though they've already set up their direct debit or automatic payment. Anyway mhmm. Mhmm. Okay. Mhmm. I understand that. So let me just check here first. Alright? One moment. I get what your point is. So it means to say if outstanding so the this will give a initial reaction to customer. Oh, I did not pay my invoice. Is that right? Yeah. And I will take note of your feedback, and then then I will bring this to our back end who's setting this automatic billing on our end because it's being sent automatically on a monthly basis every first of each month. But if you will yeah. If you will already set up a direct debit, our back end is processing an an automatic payment between the fifth till the tenth. And if we face any issue or any problem, we will notify you. But we can go ahead and locate that if there's any issue with the setup. Because you, when you process the first pro first time that you process the payment, last month or last January, you've saved also your card details, right, through the new portal? Okay. That's great to hear. So I'll let me take your name here. I will personally monitor this account and see if it's successfully done by direct debit this month. And then if there's any issue or problem, I will notify you as soon as possible. Mhmm. Alright. Mm-mm. Yeah. I get it. I get it. I do understand you're facing this issue because we just got a an update. They didn't update February 28, and then there are some customers just facing, like, their TV channel are not working and the yeah. It's showing USAID. Is that right? In Australia. Oh, one Yeah. This is also a sad news on my end, but I do see an update on here that the reason why you do you don't have any Australian channel because they are facing a geo IP location. It means to say they have to fix the location of the channels. Instead of showing USA, it should show your location, which is in Australia. And then as per our back end, our ground support team, They are attending this moment to resolve it as soon as possible. They are working closely to our engineering team to have it fixed. And then possible actually, they have approximate restoration time frame between today to Wednesday, but we will update you as soon as possible. I just talked to one of our representative. They said they are currently working with engineering team to fix this issue. So we will send you an update and notify you. So pause of asking to fix it on your end. Our engineering team is monitoring and working closely to fix this GUIP location. That's the issue currently why your TV channels are not working properly or not showing anymore. Yeah. I'm hoping for the best, and then we'll keep you updated. Mhmm. I you do the same, and please be safe always. Have a good one. Bye bye. You're welcome. It's my pleasure. 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Good morning. Thank you so much for calling Airtel accounts. How may I help you today? Okay.\n\nI appreciate your call. I would love to review your account, but please allow me to confirm your phone number first. In that way, I could further assist you and take a look your account. Go ahead. What is your phone number, please?\n\nOkay. Thank you. One moment, please. And may I have your full name, please? Thank you so much.\n\nOne moment here. So, if I heard you right, you're calling in reference with your invoice that you received yesterday for the amount of $79.95. And you said you already set up a direct debit on your account. Mhmm. That's correct.\n\nI'm so sorry for the confusion. It just so happened last January, we changed our payment gateway. Before we're using Stripe, and then we transitioned to a and z word line payment. And you haven't processed any payment. Correct?\n\nYeah. Mhmm. Mhmm. Mhmm. I'm checking here.\n\nBecause I'm showing here the reason why you're receiving okay. Here's the process we have. Even though you do have a a direct debit setup or not, we will still send you the invoice as for your reference. So I do see in here that you received the invoice yesterday. It doesn't mean that you need to process your payment manually.\n\nAs I could see in here that it's already been processed. We're just sending the invoice to let you know your or as your reference, because there are some customers that they still want to receive their invoice in a monthly basis even though they've already set up their direct debit or automatic payment. Anyway mhmm. Mhmm. Okay.\n\nMhmm. I understand that. So let me just check here first. Alright? One moment.\n\nI get what your point is. So it means to say if outstanding so the this will give a initial reaction to customer. Oh, I did not pay my invoice. Is that right? Yeah.\n\nAnd I will take note of your feedback, and then then I will bring this to our back end who's setting this automatic billing on our end because it's being sent automatically on a monthly basis every first of each month. But if you will yeah. If you will already set up a direct debit, our back end is processing an an automatic payment between the fifth till the tenth. And if we face any issue or any problem, we will notify you. But we can go ahead and locate that if there's any issue with the setup.\n\nBecause you, when you process the first pro first time that you process the payment, last month or last January, you've saved also your card details, right, through the new portal? Okay. That's great to hear. So I'll let me take your name here. I will personally monitor this account and see if it's successfully done by direct debit this month.\n\nAnd then if there's any issue or problem, I will notify you as soon as possible. Mhmm. Alright. Mm-mm. Yeah.\n\nI get it. I get it. I do understand you're facing this issue because we just got a an update. They didn't update February 28, and then there are some customers just facing, like, their TV channel are not working and the yeah. It's showing USAID.\n\nIs that right? In Australia. Oh, one Yeah. This is also a sad news on my end, but I do see an update on here that the reason why you do you don't have any Australian channel because they are facing a geo IP location. It means to say they have to fix the location of the channels.\n\nInstead of showing USA, it should show your location, which is in Australia. And then as per our back end, our ground support team, They are attending this moment to resolve it as soon as possible. They are working closely to our engineering team to have it fixed. And then possible actually, they have approximate restoration time frame between today to Wednesday, but we will update you as soon as possible. I just talked to one of our representative.\n\nThey said they are currently working with engineering team to fix this issue. So we will send you an update and notify you. So pause of asking to fix it on your end. Our engineering team is monitoring and working closely to fix this GUIP location. That's the issue currently why your TV channels are not working properly or not showing anymore.\n\nYeah. I'm hoping for the best, and then we'll keep you updated. Mhmm. I you do the same, and please be safe always. Have a good one.\n\nBye bye. You're welcome. It's my pleasure. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"neutral","sentiment_score":0.25745734572410583},{"text":"Good morning.","start":1.04,"end":1.76,"sentiment":"positive","sentiment_score":0.4704184979200363},{"text":"Thank you so much for calling Airtel accounts.","start":1.76,"end":4.16,"sentiment":"positive","sentiment_score":0.7015847489237785},{"text":"How may I help you today?","start":4.16,"end":5.46,"sentiment":"positive","sentiment_score":0.5992774466673533},{"text":"Okay.","start":22.215,"end":22.715,"sentiment":"neutral","sentiment_score":-0.010600143112242222}],"sentiment":"positive","sentiment_score":0.5775576038803492,"num_words":18,"start":0.71999997,"end":22.715},{"sentences":[{"text":"I appreciate your call.","start":29.43,"end":30.869999,"sentiment":"positive","sentiment_score":0.3577829524874687},{"text":"I would love to review your account, but please allow me to confirm your phone number first.","start":30.869999,"end":36.71,"sentiment":"neutral","sentiment_score":0.22050067081170924},{"text":"In that way, I could further assist you and take a look your account.","start":36.71,"end":41.21,"sentiment":"neutral","sentiment_score":0.22737651531185424},{"text":"Go ahead.","start":45.955,"end":46.595,"sentiment":"neutral","sentiment_score":0.05496889911592007},{"text":"What is your phone number, please?","start":46.595,"end":48.375,"sentiment":"neutral","sentiment_score":0.027951256061593693}],"sentiment":"neutral","sentiment_score":0.20094325029572777,"num_words":43,"start":29.43,"end":48.375},{"sentences":[{"text":"Okay.","start":54.355,"end":54.855,"sentiment":"neutral","sentiment_score":0.07909955084323883},{"text":"Thank you.","start":54.995,"end":55.715,"sentiment":"neutral","sentiment_score":0.2706339806318283},{"text":"One moment, please.","start":55.715,"end":56.935,"sentiment":"neutral","sentiment_score":0.12102597703536351},{"text":"And may I have your full name, please?","start":63.69,"end":65.869995,"sentiment":"neutral","sentiment_score":0.05801974143832922},{"text":"Thank you so much.","start":68.409996,"end":69.79,"sentiment":"neutral","sentiment_score":0.31000081449747086}],"sentiment":"neutral","sentiment_score":0.1493114795949724,"num_words":18,"start":54.355,"end":69.79},{"sentences":[{"text":"One moment here.","start":72.09,"end":73.895,"sentiment":"neutral","sentiment_score":0.08957162499427795},{"text":"So, if I heard you right, you're calling in reference with your invoice that you received yesterday for the amount of $79.95.","start":74.195,"end":85.015,"sentiment":"neutral","sentiment_score":0.028642592909322542},{"text":"And you said you already set up a direct debit on your account.","start":85.61,"end":90.590004,"sentiment":"neutral","sentiment_score":0.005066506564617157},{"text":"Mhmm.","start":102.024994,"end":102.505,"sentiment":"neutral","sentiment_score":-0.06201654300093651},{"text":"That's correct.","start":102.505,"end":103.225,"sentiment":"neutral","sentiment_score":-0.023859241977334023}],"sentiment":"neutral","sentiment_score":0.020853206765179228,"num_words":41,"start":72.09,"end":103.225},{"sentences":[{"text":"I'm so sorry for the confusion.","start":103.225,"end":104.84499,"sentiment":"neutral","sentiment_score":-0.2427938555677732},{"text":"It just so happened last January, we changed our payment gateway.","start":104.905,"end":109.244995,"sentiment":"neutral","sentiment_score":-0.16339418562975797},{"text":"Before we're using Stripe, and then we transitioned to a and z word line payment.","start":109.384995,"end":114.985,"sentiment":"neutral","sentiment_score":-0.10174747953812281},{"text":"And you haven't processed any payment.","start":114.985,"end":117.72,"sentiment":"neutral","sentiment_score":-0.23495265593131384},{"text":"Correct?","start":117.72,"end":118.22,"sentiment":"neutral","sentiment_score":-0.14739108085632324}],"sentiment":"neutral","sentiment_score":-0.1624979073038468,"num_words":39,"start":103.225,"end":118.22},{"sentences":[{"text":"Yeah.","start":125.079994,"end":125.579994,"sentiment":"neutral","sentiment_score":-0.21460402011871335},{"text":"Mhmm.","start":135.785,"end":136.285,"sentiment":"neutral","sentiment_score":-0.13715671002864838},{"text":"Mhmm.","start":138.585,"end":138.74501,"sentiment":"neutral","sentiment_score":0.00011189142242074011},{"text":"Mhmm.","start":138.74501,"end":139.24501,"sentiment":"neutral","sentiment_score":-0.007493662182241678},{"text":"I'm checking here.","start":139.785,"end":141.40501,"sentiment":"neutral","sentiment_score":-0.13022801031668982}],"sentiment":"neutral","sentiment_score":-0.10711807597960744,"num_words":7,"start":125.079994,"end":141.40501},{"sentences":[{"text":"Because I'm showing here the reason why you're receiving okay.","start":143.14,"end":148.20001,"sentiment":"neutral","sentiment_score":0.07122358456254005},{"text":"Here's the process we have.","start":148.5,"end":150.20001,"sentiment":"neutral","sentiment_score":0.210441517829895},{"text":"Even though you do have a a direct debit setup or not, we will still send you the invoice as for your reference.","start":150.58,"end":159.53499,"sentiment":"neutral","sentiment_score":0.091641822748858},{"text":"So I do see in here that you received the invoice yesterday.","start":159.915,"end":164.25499,"sentiment":"neutral","sentiment_score":0.15206538637479147},{"text":"It doesn't mean that you need to process your payment manually.","start":164.875,"end":169.215,"sentiment":"neutral","sentiment_score":-0.14316790313883263}],"sentiment":"neutral","sentiment_score":0.06757611573719588,"num_words":61,"start":143.14,"end":169.215},{"sentences":[{"text":"As I could see in here that it's already been processed.","start":169.88,"end":172.78,"sentiment":"neutral","sentiment_score":0.11801746758547696},{"text":"We're just sending the invoice to let you know your or as your reference, because there are some customers that they still want to receive their invoice in a monthly basis even though they've already set up their direct debit or automatic payment.","start":172.84,"end":190.19499,"sentiment":"neutral","sentiment_score":0.09789484566034273},{"text":"Anyway mhmm.","start":190.415,"end":198.995,"sentiment":"neutral","sentiment_score":0.06579197198152542},{"text":"Mhmm.","start":207.28,"end":207.78,"sentiment":"neutral","sentiment_score":-0.03580388426780701},{"text":"Okay.","start":208.31999,"end":208.81999,"sentiment":"neutral","sentiment_score":-0.01917377673089504}],"sentiment":"neutral","sentiment_score":0.09628063430688505,"num_words":58,"start":169.88,"end":208.81999},{"sentences":[{"text":"Mhmm.","start":211.59999,"end":212.09999,"sentiment":"neutral","sentiment_score":0.012386268004775047},{"text":"I understand that.","start":212.16,"end":213.7,"sentiment":"neutral","sentiment_score":0.01358239104350408},{"text":"So let me just check here first.","start":214.115,"end":217.175,"sentiment":"neutral","sentiment_score":0.03606214374303818},{"text":"Alright?","start":217.47499,"end":217.97499,"sentiment":"neutral","sentiment_score":0.06008080765604973},{"text":"One moment.","start":219.955,"end":220.775,"sentiment":"neutral","sentiment_score":0.06240111403167248}],"sentiment":"neutral","sentiment_score":0.03503224878971066,"num_words":14,"start":211.59999,"end":220.775},{"sentences":[{"text":"I get what your point is.","start":221.635,"end":223.575,"sentiment":"neutral","sentiment_score":0.11559041341145833},{"text":"So it means to say if outstanding so the this will give a initial reaction to customer.","start":223.715,"end":231.68999,"sentiment":"neutral","sentiment_score":0.10947515640188665},{"text":"Oh, I did not pay my invoice.","start":231.82999,"end":234.32999,"sentiment":"neutral","sentiment_score":-0.2904094255396298},{"text":"Is that right?","start":234.39,"end":235.12999,"sentiment":"neutral","sentiment_score":-0.18517722189426422},{"text":"Yeah.","start":238.31,"end":238.81,"sentiment":"neutral","sentiment_score":0.15363968908786774}],"sentiment":"neutral","sentiment_score":0.0035253583508379318,"num_words":34,"start":221.635,"end":238.81},{"sentences":[{"text":"And I will take note of your feedback, and then then I will bring this to our back end who's setting this automatic billing on our end because it's being sent automatically on a monthly basis every first of each month.","start":239.34999,"end":255.00499,"sentiment":"neutral","sentiment_score":0.17868872250362142},{"text":"But if you will yeah.","start":255.065,"end":257.46,"sentiment":"neutral","sentiment_score":-0.22852152585983276},{"text":"If you will already set up a direct debit, our back end is processing an an automatic payment between the fifth till the tenth.","start":257.53998,"end":271.31998,"sentiment":"neutral","sentiment_score":0.08422951423563063},{"text":"And if we face any issue or any problem, we will notify you.","start":271.735,"end":277.175,"sentiment":"neutral","sentiment_score":0.07734659801308925},{"text":"But we can go ahead and locate that if there's any issue with the setup.","start":277.175,"end":282.07498,"sentiment":"neutral","sentiment_score":0.09192342658837636}],"sentiment":"neutral","sentiment_score":0.10805607661224749,"num_words":98,"start":239.34999,"end":282.07498},{"sentences":[{"text":"Because you, when you process the first pro first time that you process the payment, last month or last January, you've saved also your card details, right, through the new portal?","start":282.455,"end":297.87997,"sentiment":"neutral","sentiment_score":0.1027381744596266},{"text":"Okay.","start":298.25998,"end":298.75998,"sentiment":"positive","sentiment_score":0.342481791973114},{"text":"That's great to hear.","start":299.085,"end":300.385,"sentiment":"positive","sentiment_score":0.73775614798069},{"text":"So I'll let me take your name here.","start":300.605,"end":304.465,"sentiment":"positive","sentiment_score":0.44434190914034843},{"text":"I will personally monitor this account and see if it's successfully done by direct debit this month.","start":304.925,"end":312.705,"sentiment":"positive","sentiment_score":0.41195808789309335}],"sentiment":"neutral","sentiment_score":0.27928545179425696,"num_words":61,"start":282.455,"end":312.705},{"sentences":[{"text":"And then if there's any issue or problem, I will notify you as soon as possible.","start":312.88,"end":318.1,"sentiment":"neutral","sentiment_score":0.23888004291802645},{"text":"Mhmm.","start":319.84,"end":320.34,"sentiment":"neutral","sentiment_score":0.012934092432260512},{"text":"Alright.","start":320.64,"end":321.14,"sentiment":"neutral","sentiment_score":-0.02985699474811554},{"text":"Mm-mm.","start":323.6,"end":324.1,"sentiment":"neutral","sentiment_score":-0.12281113862991332},{"text":"Yeah.","start":333.245,"end":333.645,"sentiment":"neutral","sentiment_score":0.009825224056839945}],"sentiment":"neutral","sentiment_score":0.18460859348997474,"num_words":20,"start":312.88,"end":333.645},{"sentences":[{"text":"I get it.","start":333.645,"end":334.44498,"sentiment":"neutral","sentiment_score":0.019573355093598366},{"text":"I get it.","start":334.44498,"end":335.16498,"sentiment":"neutral","sentiment_score":0.02234267070889473},{"text":"I do understand you're facing this issue because we just got a an update.","start":335.16498,"end":340.705,"sentiment":"neutral","sentiment_score":-0.143129595422319},{"text":"They didn't update February 28, and then there are some customers just facing, like, their TV channel are not working and the yeah.","start":340.99,"end":352.83,"sentiment":"neutral","sentiment_score":-0.23674003196799237},{"text":"It's showing USAID.","start":352.83,"end":354.05,"sentiment":"neutral","sentiment_score":-0.145817369222641}],"sentiment":"neutral","sentiment_score":-0.1687073717703638,"num_words":46,"start":333.645,"end":354.05},{"sentences":[{"text":"Is that right?","start":354.27,"end":355.16998,"sentiment":"neutral","sentiment_score":-0.11748821536699931},{"text":"In Australia.","start":357.625,"end":358.365,"sentiment":"neutral","sentiment_score":-0.2623574137687683},{"text":"Oh, one Yeah.","start":363.705,"end":376.31003,"sentiment":"neutral","sentiment_score":-0.22247668355703354},{"text":"This is also a sad news on my end, but I do see an update on here that the reason why you do you don't have any Australian channel because they are facing a geo IP location.","start":377.57,"end":393.605,"sentiment":"neutral","sentiment_score":-0.1606312287417618},{"text":"It means to say they have to fix the location of the channels.","start":393.745,"end":397.96002,"sentiment":"neutral","sentiment_score":-0.1255220747911013}],"sentiment":"neutral","sentiment_score":-0.1572371027592955,"num_words":58,"start":354.27,"end":397.96002},{"sentences":[{"text":"Instead of showing USA, it should show your location, which is in Australia.","start":398.02002,"end":403.48,"sentiment":"neutral","sentiment_score":-0.08579823030875279},{"text":"And then as per our back end, our ground support team, They are attending this moment to resolve it as soon as possible.","start":404.26,"end":414.23502,"sentiment":"neutral","sentiment_score":-0.00549950331206555},{"text":"They are working closely to our engineering team to have it fixed.","start":414.61502,"end":420.075,"sentiment":"neutral","sentiment_score":-0.013946252564589182},{"text":"And then possible actually, they have approximate restoration time frame between today to Wednesday, but we will update you as soon as possible.","start":420.695,"end":433.22998,"sentiment":"neutral","sentiment_score":-0.012377743001865305},{"text":"I just talked to one of our representative.","start":433.22998,"end":436.555,"sentiment":"neutral","sentiment_score":-0.023059349274262786}],"sentiment":"neutral","sentiment_score":-0.023777006129156564,"num_words":79,"start":398.02002,"end":436.555},{"sentences":[{"text":"They said they are currently working with engineering team to fix this issue.","start":437.015,"end":443.355,"sentiment":"neutral","sentiment_score":-0.055781995734343164},{"text":"So we will send you an update and notify you.","start":448.32,"end":451.94,"sentiment":"neutral","sentiment_score":-0.005952035263180733},{"text":"So pause of asking to fix it on your end.","start":452.24002,"end":456.02002,"sentiment":"neutral","sentiment_score":-0.04247620813548565},{"text":"Our engineering team is monitoring and working closely to fix this GUIP location.","start":456.96002,"end":464.395,"sentiment":"neutral","sentiment_score":-0.06210995924014311},{"text":"That's the issue currently why your TV channels are not working properly or not showing anymore.","start":464.615,"end":475.275,"sentiment":"neutral","sentiment_score":-0.18222009087912738}],"sentiment":"neutral","sentiment_score":-0.07955482746324231,"num_words":62,"start":437.015,"end":475.275},{"sentences":[{"text":"Yeah.","start":489.03,"end":489.53,"sentiment":"neutral","sentiment_score":0.0034367721527814865},{"text":"I'm hoping for the best, and then we'll keep you updated.","start":489.67,"end":492.57,"sentiment":"neutral","sentiment_score":0.10306421599604866},{"text":"Mhmm.","start":498.435,"end":498.935,"sentiment":"neutral","sentiment_score":0.13691715896129608},{"text":"I you do the same, and please be safe always.","start":500.115,"end":504.13498,"sentiment":"neutral","sentiment_score":0.33240351378917693},{"text":"Have a good one.","start":504.595,"end":505.735,"sentiment":"positive","sentiment_score":0.4587612897157669}],"sentiment":"neutral","sentiment_score":0.23826446680835,"num_words":27,"start":489.03,"end":505.735},{"sentences":[{"text":"Bye bye.","start":505.79498,"end":506.455,"sentiment":"positive","sentiment_score":0.42450784146785736},{"text":"You're welcome.","start":506.995,"end":507.875,"sentiment":"positive","sentiment_score":0.6241660118103027},{"text":"It's my pleasure.","start":507.875,"end":508.85498,"sentiment":"positive","sentiment_score":0.870199720064799},{"text":"Bye bye.","start":508.91498,"end":509.34286,"sentiment":"positive","sentiment_score":0.5381211340427399}],"sentiment":"positive","sentiment_score":0.6426876816484663,"num_words":9,"start":505.79498,"end":509.34286}]}}]},{"alternatives":[{"transcript":"I've just opened up my iPad, and they say that I have an invoice number such and such with an outstanding amount of $79.95. Now all this is on direct debit. It's being put on direct debit. So how come I've got this? Thank you. Okay. 00429959609. Yes. Yes. I just can't understand why I've got an account when it should be on direct debit. And this has happened before with you, love too. Alright. I haven't well, this should have been taken out. So so I went through all this with you when they said it was Stripe and all this sort of stuff that I wouldn't it would be taken out as direct debit. And now I've got this account on the on the iPad again. So someone's not doing this all. Yes. Well, the one yeah. Well, the one throws you out, you've got here with outstanding amount. So if it was direct debit, it you just should have an an an invoice with the amount and that's fine. I printed out and sold. But yeah. That's why I hit the panic button. That's exactly right. It's worded all wrong. That's exactly wrong. Yes. Yes. Yes. That sounds good. Now I'm I don't know whether you can help me with this, but we've been having trouble with our TV. Can you put me through to no. Look. Don't worry about that. I'll ring back on that. Okay? Yeah. They're not working at all, and I've I've I've actually getting a man in that's gonna cost me to have it fixed or to come and sort it out. Yes. Because we're old. I we can't understand all this crap that goes on. You think if they updated it, you wouldn't lose anything? Yes. Yeah. That's that's so bad and, like, I am really thinking of changing because I'm not putting up with this because we're old. We need a TV. So, anyway, we'll see what happens. Okay? Yes. It's pretty poor. But anyway, that's the way it is. Not your fault. You have you have a nice day. You too. Thank you very much. Bye. 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Bye bye.","paragraphs":[{"sentences":[{"text":"I've just opened up my iPad, and they say that I have an invoice number such and such with an outstanding amount of $79.95.","start":6.48,"end":18.545,"sentiment":"neutral","sentiment_score":-0.035558497455591954},{"text":"Now all this is on direct debit.","start":18.845,"end":21.025,"sentiment":"neutral","sentiment_score":-0.05187713035515377},{"text":"It's being put on direct debit.","start":22.365,"end":24.465,"sentiment":"neutral","sentiment_score":-0.01968681284536918},{"text":"So how come I've got this?","start":24.685,"end":27.105,"sentiment":"neutral","sentiment_score":-0.01630750380960914},{"text":"Thank 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yeah.","start":206.83,"end":208.43001,"sentiment":"neutral","sentiment_score":-0.01899659913033247},{"text":"That's why I hit the panic button.","start":208.43001,"end":210.61,"sentiment":"neutral","sentiment_score":-0.09345998934337071},{"text":"That's exactly right.","start":234.84,"end":236.04001,"sentiment":"neutral","sentiment_score":0.078548992673556},{"text":"It's worded all wrong.","start":236.04001,"end":237.74,"sentiment":"neutral","sentiment_score":-0.2494664154946804}],"sentiment":"neutral","sentiment_score":-0.056629136470811706,"num_words":21,"start":204.99,"end":237.74},{"sentences":[{"text":"That's exactly 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no.","start":325.89502,"end":329.495,"sentiment":"neutral","sentiment_score":-0.1739440177168165},{"text":"Look.","start":329.495,"end":329.815,"sentiment":"neutral","sentiment_score":-0.051146116107702255},{"text":"Don't worry about that.","start":329.815,"end":331.015,"sentiment":"neutral","sentiment_score":-0.03601074684411287},{"text":"I'll ring back on that.","start":331.015,"end":332.39502,"sentiment":"neutral","sentiment_score":-0.007642109319567681}],"sentiment":"neutral","sentiment_score":-0.11833066458033549,"num_words":37,"start":319.95,"end":332.39502},{"sentences":[{"text":"Okay?","start":332.855,"end":333.355,"sentiment":"neutral","sentiment_score":0.0007401145994663239},{"text":"Yeah.","start":355.675,"end":355.91498,"sentiment":"neutral","sentiment_score":-0.191609725356102},{"text":"They're not working at all, and I've I've I've actually getting a man in that's gonna cost me to have it fixed or to come and sort it out.","start":355.91498,"end":365.215,"sentiment":"negative","sentiment_score":-0.38928033257352895},{"text":"Yes.","start":365.61,"end":366.01,"sentiment":"neutral","sentiment_score":-0.16693007946014404},{"text":"Because we're old.","start":366.01,"end":366.97,"sentiment":"neutral","sentiment_score":-0.25032085676987964}],"sentiment":"negative","sentiment_score":-0.35422548300453593,"num_words":35,"start":332.855,"end":366.97},{"sentences":[{"text":"I we can't understand all this crap that goes on.","start":366.97,"end":370.43,"sentiment":"negative","sentiment_score":-0.4777886778116226},{"text":"You think if they updated it, you wouldn't lose anything?","start":370.88998,"end":374.43,"sentiment":"neutral","sentiment_score":-0.2597866028547287},{"text":"Yes.","start":404.47,"end":404.835,"sentiment":"neutral","sentiment_score":0.011040538549423218},{"text":"Yeah.","start":473.94998,"end":473.99,"sentiment":"neutral","sentiment_score":-0.07048193365335464},{"text":"That's that's so bad and, like, I am really thinking of changing because I'm not putting up with this because we're old.","start":473.99,"end":483.63,"sentiment":"neutral","sentiment_score":-0.3133742159063166}],"sentiment":"neutral","sentiment_score":-0.32566879435696383,"num_words":44,"start":366.97,"end":483.63},{"sentences":[{"text":"We need a TV.","start":483.63,"end":485.49,"sentiment":"neutral","sentiment_score":-0.21627964824438095},{"text":"So, anyway, we'll see what happens.","start":485.94998,"end":488.115,"sentiment":"neutral","sentiment_score":-0.09423704445362091},{"text":"Okay?","start":489.07498,"end":489.57498,"sentiment":"neutral","sentiment_score":0.02298687770962715},{"text":"Yes.","start":493.715,"end":494.115,"sentiment":"neutral","sentiment_score":-0.06253402680158615},{"text":"It's pretty poor.","start":494.115,"end":495.41498,"sentiment":"neutral","sentiment_score":-0.28856069842974347}],"sentiment":"neutral","sentiment_score":-0.15571800693869592,"num_words":15,"start":483.63,"end":495.41498},{"sentences":[{"text":"But anyway, that's the way it is.","start":495.63498,"end":497.715,"sentiment":"neutral","sentiment_score":-0.16480159759521484},{"text":"Not your fault.","start":497.715,"end":498.85498,"sentiment":"neutral","sentiment_score":-0.15927054981390634},{"text":"You have you have a nice day.","start":499.235,"end":501.41498,"sentiment":"positive","sentiment_score":0.39912968022482737},{"text":"You too.","start":504.41293,"end":505.23294,"sentiment":"neutral","sentiment_score":0.31065911054611206},{"text":"Thank you very much.","start":505.69293,"end":506.99295,"sentiment":"positive","sentiment_score":0.4963711202144623}],"sentiment":"neutral","sentiment_score":0.16388207090937573,"num_words":23,"start":495.63498,"end":506.99295},{"sentences":[{"text":"Bye.","start":507.13293,"end":507.63293,"sentiment":"positive","sentiment_score":0.43512779474258423},{"text":"Bye bye.","start":509.69293,"end":510.43295,"sentiment":"neutral","sentiment_score":0.07788514345884323}],"sentiment":"neutral","sentiment_score":0.19696602722009024,"num_words":3,"start":507.13293,"end":510.43295}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good morning. Thank you so much for calling Airtel accounts. How may I help you today?\n\nChannel 1: I've just opened up my iPad, and they say that I have an invoice number such and such with an outstanding amount of $79.95. Now all this is on direct debit.\n\nChannel 0: Okay.\n\nChannel 1: It's being put on direct debit. So how come I've got this?\n\nChannel 0: I appreciate your call. I would love to review your account, but please\n\nChannel 1: Thank\n\nChannel 0: allow\n\nChannel 1: you.\n\nChannel 0: me to confirm your phone number first. In that way, I could further assist you and take a look your account.\n\nChannel 1: Okay.\n\nChannel 0: Go ahead. What is your phone number, please?\n\nChannel 1: 00429959609.\n\nChannel 0: Okay. Thank you. One moment, please. And may I have your full name, please? Thank you so much.\n\nOne moment here. So, if I heard you right, you're calling in reference with your invoice that you received yesterday for the amount\n\nChannel 1: Yes.\n\nChannel 0: of $79.95. And you said you already set up a direct debit on your account.\n\nChannel 1: Yes. I just can't understand why I've got an account when it should be on direct debit. And this has happened before with you, love too.\n\nChannel 0: Mhmm. That's correct. I'm so sorry for the confusion. It just so happened last January, we changed our payment gateway. Before we're using Stripe, and then we transitioned to a and z word line payment.\n\nAnd you haven't processed any payment. Correct?\n\nChannel 1: Alright. I haven't well, this should have been taken out. So so I\n\nChannel 0: Yeah.\n\nChannel 1: went through all this with you when they said it was Stripe and all this sort of stuff that I wouldn't it would be taken out as direct debit. And now I've got this account\n\nChannel 0: Mhmm.\n\nChannel 1: on the on the iPad again.\n\nChannel 0: Mhmm. Mhmm.\n\nChannel 1: So\n\nChannel 0: I'm\n\nChannel 1: someone's\n\nChannel 0: checking\n\nChannel 1: not doing\n\nChannel 0: here.\n\nChannel 1: this all.\n\nChannel 0: Because I'm showing here the reason why you're receiving okay. Here's the process we have. Even though you do have a a direct debit setup or not, we will still send you the invoice as for your reference. So I do see in here that you received the invoice yesterday. It doesn't\n\nChannel 1: Yes.\n\nChannel 0: mean that you need to process your payment manually. As I could see in here that it's already been processed. We're just sending the invoice to let you know your or as your reference, because there are some customers that they still want to receive their invoice in a monthly basis even though they've already set up their direct debit or automatic payment.\n\nChannel 1: Well,\n\nChannel 0: Anyway\n\nChannel 1: the one yeah. Well, the one throws you out, you've got here with outstanding amount. So if it was direct\n\nChannel 0: mhmm.\n\nChannel 1: debit, it you just should have an an an invoice with the amount and that's fine. I printed out and sold. But\n\nChannel 0: Mhmm.\n\nChannel 1: yeah.\n\nChannel 0: Okay.\n\nChannel 1: That's why I hit the panic button.\n\nChannel 0: Mhmm. I understand that. So let me just check here first. Alright? One moment.\n\nI get what your point is. So it means to say if outstanding so the this will give a initial reaction to customer. Oh, I did not pay my invoice. Is that right?\n\nChannel 1: That's exactly right. It's worded all wrong.\n\nChannel 0: Yeah. And I will take note of your feedback, and then then I will bring this to our back end who's setting this automatic billing on our end because it's being sent automatically on a monthly basis every first of each month.\n\nChannel 1: That's\n\nChannel 0: But\n\nChannel 1: exactly\n\nChannel 0: if you will\n\nChannel 1: wrong.\n\nChannel 0: yeah. If you will already set up a direct debit, our back\n\nChannel 1: Yes.\n\nChannel 0: end is processing an an automatic payment between the fifth till the tenth. And if we face any issue or any problem, we will notify you. But we can go ahead and locate that if there's any issue with the setup. Because you, when you process the first pro first time that you process the payment, last month or last January, you've saved also your card details, right,\n\nChannel 1: Yes.\n\nChannel 0: through the\n\nChannel 1: Yes.\n\nChannel 0: new portal? Okay. That's great to hear. So I'll let me take your name here. I will personally monitor this account and see if it's successfully done by direct debit this month.\n\nAnd then if there's any issue or problem, I will notify you as soon as possible.\n\nChannel 1: That sounds good.\n\nChannel 0: Mhmm.\n\nChannel 1: Now I'm\n\nChannel 0: Alright.\n\nChannel 1: I don't know whether you can help me with this, but we've been\n\nChannel 0: Mm-mm.\n\nChannel 1: having trouble with our TV. Can you put me through to no. Look. Don't worry about that. I'll ring back on that.\n\nOkay?\n\nChannel 0: Yeah. I get it. I get it. I do understand you're facing this issue because we just got a an update. They didn't update February 28, and then there are some customers just facing, like, their TV channel are not working and the yeah.\n\nIt's showing USAID. Is that right?\n\nChannel 1: Yeah. They're not working at all, and\n\nChannel 0: In\n\nChannel 1: I've\n\nChannel 0: Australia.\n\nChannel 1: I've I've actually getting a man in that's gonna cost me to have it fixed or to\n\nChannel 0: Oh,\n\nChannel 1: come\n\nChannel 0: one\n\nChannel 1: and sort it out. Yes. Because we're old. I we can't understand all this crap that goes on. You think if they updated it, you wouldn't lose anything?\n\nChannel 0: Yeah. This is also a sad news on my end, but I do see an update on here that the reason why you do you don't have any Australian channel because they are facing a geo IP location. It means to say they have to fix the location of the channels. Instead of showing USA, it should show your location, which is in Australia. And\n\nChannel 1: Yes.\n\nChannel 0: then as per our back end, our ground support team, They are attending this moment to resolve it as soon as possible. They are working closely to our engineering team to have it fixed. And then possible actually, they have approximate restoration time frame between today to Wednesday, but we will update you as soon as possible. I just talked to one of our representative. They said they are currently working with engineering team to fix this issue.\n\nSo we will send you an update and notify you. So pause of asking to fix it on your end. Our engineering team is monitoring and working closely to fix this GUIP location. That's the issue currently why your TV channels are not working properly or\n\nChannel 1: Yeah. That's that's\n\nChannel 0: not showing anymore.\n\nChannel 1: so bad and, like, I am really thinking of changing because I'm not putting up with this because we're old. We need a TV. So, anyway, we'll see what happens.\n\nChannel 0: Yeah.\n\nChannel 1: Okay?\n\nChannel 0: I'm hoping for the best, and then we'll keep you updated.\n\nChannel 1: Yes. It's pretty poor. But anyway, that's the way it is. Not your fault.\n\nChannel 0: Mhmm.\n\nChannel 1: You have you have\n\nChannel 0: I\n\nChannel 1: a nice day.\n\nChannel 0: you do the same, and please be safe always.\n\nChannel 1: You\n\nChannel 0: Have\n\nChannel 1: too.\n\nChannel 0: a good one.\n\nChannel 1: Thank\n\nChannel 0: Bye bye.\n\nChannel 1: you very much.\n\nChannel 0: You're\n\nChannel 1: Bye.\n\nChannel 0: welcome. It's my pleasure. Bye bye.\n\nChannel 1: Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"neutral","sentiment_score":0.25745734572410583},{"text":"Good morning.","start":1.04,"end":1.76,"sentiment":"positive","sentiment_score":0.4704184979200363},{"text":"Thank you so much for calling Airtel accounts.","start":1.76,"end":4.16,"sentiment":"positive","sentiment_score":0.7015847489237785},{"text":"How may I help you today?","start":4.16,"end":5.46,"sentiment":"positive","sentiment_score":0.5992774466673533}],"sentiment":"positive","sentiment_score":0.6121551184093251,"channel":0,"num_words":17,"start":0.71999997,"end":5.46},{"sentences":[{"text":"I've just opened up my iPad, and they say that I have an invoice number such and such with an outstanding amount of $79.95.","start":6.48,"end":18.545,"sentiment":"neutral","sentiment_score":-0.035558497455591954},{"text":"Now all this is on direct 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love to review your account, but please","start":30.869999,"end":34.07,"sentiment":"neutral","sentiment_score":0.2437767055299547}],"sentiment":"neutral","sentiment_score":0.27885555074765134,"channel":0,"num_words":13,"start":29.43,"end":34.07},{"sentences":[{"text":"Thank","start":33.88,"end":34.120003,"sentiment":"neutral","sentiment_score":0.23192328214645383}],"sentiment":"neutral","sentiment_score":0.23192328214645383,"channel":1,"num_words":1,"start":33.88,"end":34.120003},{"sentences":[{"text":"allow","start":34.07,"end":34.309998,"sentiment":"positive","sentiment_score":0.3847196400165558}],"sentiment":"positive","sentiment_score":0.3847196400165558,"channel":0,"num_words":1,"start":34.07,"end":34.309998},{"sentences":[{"text":"you.","start":34.120003,"end":34.620003,"sentiment":"neutral","sentiment_score":0.3236891031265259}],"sentiment":"neutral","sentiment_score":0.3236891031265259,"channel":1,"num_words":1,"start":34.120003,"end":34.620003},{"sentences":[{"text":"me to confirm your phone number first.","start":34.309998,"end":36.71,"sentiment":"neutral","sentiment_score":0.16711448771612986},{"text":"In that way, I could further assist you and take a look your account.","start":36.71,"end":41.21,"sentiment":"neutral","sentiment_score":0.22737651531185424}],"sentiment":"neutral","sentiment_score":0.2072891727799461,"channel":0,"num_words":21,"start":34.309998,"end":41.21},{"sentences":[{"text":"Okay.","start":41.8,"end":42.3,"sentiment":"neutral","sentiment_score":0.05996406078338623}],"sentiment":"neutral","sentiment_score":0.05996406078338623,"channel":1,"num_words":1,"start":41.8,"end":42.3},{"sentences":[{"text":"Go ahead.","start":45.955,"end":46.595,"sentiment":"neutral","sentiment_score":0.05496889911592007},{"text":"What is your phone number, please?","start":46.595,"end":48.375,"sentiment":"neutral","sentiment_score":0.027951256061593693}],"sentiment":"neutral","sentiment_score":0.034705666825175285,"channel":0,"num_words":8,"start":45.955,"end":48.375},{"sentences":[{"text":"00429959609.","start":48.515,"end":53.575,"sentiment":"neutral","sentiment_score":0.01564192771911621}],"sentiment":"neutral","sentiment_score":0.01564192771911621,"channel":1,"num_words":1,"start":48.515,"end":53.575},{"sentences":[{"text":"Okay.","start":54.355,"end":54.855,"sentiment":"neutral","sentiment_score":0.07909955084323883},{"text":"Thank you.","start":54.995,"end":55.715,"sentiment":"neutral","sentiment_score":0.2706339806318283},{"text":"One moment, please.","start":55.715,"end":56.935,"sentiment":"neutral","sentiment_score":0.12102597703536351},{"text":"And may I have your full name, please?","start":63.69,"end":65.869995,"sentiment":"neutral","sentiment_score":0.05801974143832922},{"text":"Thank you so 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$79.95.","start":82.435,"end":85.015,"sentiment":"neutral","sentiment_score":0.00456109130755067},{"text":"And you said you already set up a direct debit on your account.","start":85.61,"end":90.590004,"sentiment":"neutral","sentiment_score":0.005066506564617157}],"sentiment":"neutral","sentiment_score":0.004999117863674959,"channel":0,"num_words":15,"start":82.435,"end":90.590004},{"sentences":[{"text":"Yes.","start":91.1,"end":91.6,"sentiment":"neutral","sentiment_score":-0.08156030625104904},{"text":"I just can't understand why I've got an account when it should be on direct debit.","start":91.9,"end":97.92,"sentiment":"negative","sentiment_score":-0.33367922343313694},{"text":"And this has happened before with you, love 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I","start":124.59,"end":125.31,"sentiment":"neutral","sentiment_score":-0.2084673841794332}],"sentiment":"negative","sentiment_score":-0.4208249358030466,"channel":1,"num_words":13,"start":120.75,"end":125.31},{"sentences":[{"text":"Yeah.","start":125.079994,"end":125.579994,"sentiment":"neutral","sentiment_score":-0.21460402011871335}],"sentiment":"neutral","sentiment_score":-0.21460402011871335,"channel":0,"num_words":1,"start":125.079994,"end":125.579994},{"sentences":[{"text":"went through all this with you when they said it was Stripe and all this sort of stuff that I wouldn't it would be taken out as direct debit.","start":125.31,"end":134.16501,"sentiment":"negative","sentiment_score":-0.3508116628589301},{"text":"And now I've got this 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when you process the first pro first time that you process the payment, last month or last January, you've saved also your card details, right,","start":282.455,"end":296.12,"sentiment":"neutral","sentiment_score":0.10865329757884697}],"sentiment":"neutral","sentiment_score":0.10244638730278786,"channel":0,"num_words":68,"start":264.34,"end":296.12},{"sentences":[{"text":"Yes.","start":296.35,"end":296.625,"sentiment":"neutral","sentiment_score":0.08818823099136353}],"sentiment":"neutral","sentiment_score":0.08818823099136353,"channel":1,"num_words":1,"start":296.35,"end":296.625},{"sentences":[{"text":"through 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if it's successfully done by direct debit this month.","start":304.925,"end":312.705,"sentiment":"positive","sentiment_score":0.41195808789309335}],"sentiment":"positive","sentiment_score":0.4366965994704515,"channel":0,"num_words":32,"start":297.06,"end":312.705},{"sentences":[{"text":"And then if there's any issue or problem, I will notify you as soon as possible.","start":312.88,"end":318.1,"sentiment":"neutral","sentiment_score":0.23888004291802645}],"sentiment":"neutral","sentiment_score":0.23888004291802645,"channel":0,"num_words":16,"start":312.88,"end":318.1},{"sentences":[{"text":"That sounds 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that's gonna cost me to have it fixed or 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Australian channel because they are facing a geo IP location.","start":377.57,"end":393.605,"sentiment":"neutral","sentiment_score":-0.1606312287417618},{"text":"It means to say they have to fix the location of the channels.","start":393.745,"end":397.96002,"sentiment":"neutral","sentiment_score":-0.1255220747911013},{"text":"Instead of showing USA, it should show your location, which is in Australia.","start":398.02002,"end":403.48,"sentiment":"neutral","sentiment_score":-0.08579823030875279},{"text":"And","start":404.26,"end":404.5,"sentiment":"neutral","sentiment_score":-0.010479899123311045}],"sentiment":"neutral","sentiment_score":-0.13560420392224423,"channel":0,"num_words":65,"start":375.81003,"end":404.5},{"sentences":[{"text":"Yes.","start":404.47,"end":404.835,"sentiment":"neutral","sentiment_score":0.011040538549423218}],"sentiment":"neutral","sentiment_score":0.011040538549423218,"channel":1,"num_words":1,"start":404.47,"end":404.835},{"sentences":[{"text":"then as per our back end, our ground support team, They are attending this moment to resolve it as soon as possible.","start":404.5,"end":414.23502,"sentiment":"neutral","sentiment_score":-0.005273121684281664},{"text":"They are working closely to our engineering team to have it fixed.","start":414.61502,"end":420.075,"sentiment":"neutral","sentiment_score":-0.013946252564589182},{"text":"And then possible actually, they have approximate restoration time frame between today to Wednesday, but we will update you as soon as possible.","start":420.695,"end":433.22998,"sentiment":"neutral","sentiment_score":-0.012377743001865305},{"text":"I just talked to one of our representative.","start":433.22998,"end":436.555,"sentiment":"neutral","sentiment_score":-0.023059349274262786},{"text":"They said they are currently working with engineering team to fix this issue.","start":437.015,"end":443.355,"sentiment":"neutral","sentiment_score":-0.055781995734343164}],"sentiment":"neutral","sentiment_score":-0.01894477609759913,"channel":0,"num_words":78,"start":404.5,"end":443.355},{"sentences":[{"text":"So we will send you an update and notify you.","start":448.32,"end":451.94,"sentiment":"neutral","sentiment_score":-0.005952035263180733},{"text":"So pause of asking to fix it on your end.","start":452.24002,"end":456.02002,"sentiment":"neutral","sentiment_score":-0.04247620813548565},{"text":"Our engineering team is monitoring and working closely to fix this GUIP location.","start":456.96002,"end":464.395,"sentiment":"neutral","sentiment_score":-0.06210995924014311},{"text":"That's the issue currently why your TV channels are not working properly or","start":464.615,"end":474.055,"sentiment":"neutral","sentiment_score":-0.1482840280693311}],"sentiment":"neutral","sentiment_score":-0.06998704932630062,"channel":0,"num_words":46,"start":448.32,"end":474.055},{"sentences":[{"text":"Yeah.","start":473.94998,"end":473.99,"sentiment":"neutral","sentiment_score":-0.07048193365335464},{"text":"That's that's","start":473.99,"end":474.53,"sentiment":"neutral","sentiment_score":-0.19792918115854263}],"sentiment":"neutral","sentiment_score":-0.15544676532347998,"channel":1,"num_words":3,"start":473.94998,"end":474.53},{"sentences":[{"text":"not showing anymore.","start":474.055,"end":475.275,"sentiment":"neutral","sentiment_score":-0.3292763630549113}],"sentiment":"neutral","sentiment_score":-0.3292763630549113,"channel":0,"num_words":3,"start":474.055,"end":475.275},{"sentences":[{"text":"so bad and, like, I am really thinking of changing because I'm not putting up with this because we're old.","start":475.87,"end":483.63,"sentiment":"neutral","sentiment_score":-0.32491871938109396},{"text":"We need a TV.","start":483.63,"end":485.49,"sentiment":"neutral","sentiment_score":-0.21627964824438095},{"text":"So, anyway, we'll see what happens.","start":485.94998,"end":488.115,"sentiment":"neutral","sentiment_score":-0.09423704445362091}],"sentiment":"neutral","sentiment_score":-0.2642971749107043,"channel":1,"num_words":30,"start":475.87,"end":488.115},{"sentences":[{"text":"Yeah.","start":489.03,"end":489.53,"sentiment":"neutral","sentiment_score":0.0034367721527814865}],"sentiment":"neutral","sentiment_score":0.0034367721527814865,"channel":0,"num_words":1,"start":489.03,"end":489.53},{"sentences":[{"text":"Okay?","start":489.07498,"end":489.57498,"sentiment":"neutral","sentiment_score":0.02298687770962715}],"sentiment":"neutral","sentiment_score":0.02298687770962715,"channel":1,"num_words":1,"start":489.07498,"end":489.57498},{"sentences":[{"text":"I'm hoping for the best, and then we'll keep you updated.","start":489.67,"end":492.57,"sentiment":"neutral","sentiment_score":0.10306421599604866}],"sentiment":"neutral","sentiment_score":0.10306421599604866,"channel":0,"num_words":11,"start":489.67,"end":492.57},{"sentences":[{"text":"Yes.","start":493.715,"end":494.115,"sentiment":"neutral","sentiment_score":-0.06253402680158615},{"text":"It's pretty poor.","start":494.115,"end":495.41498,"sentiment":"neutral","sentiment_score":-0.28856069842974347},{"text":"But anyway, that's the way it is.","start":495.63498,"end":497.715,"sentiment":"neutral","sentiment_score":-0.16480159759521484},{"text":"Not your fault.","start":497.715,"end":498.85498,"sentiment":"neutral","sentiment_score":-0.15927054981390634}],"sentiment":"neutral","sentiment_score":-0.18283135390707425,"channel":1,"num_words":14,"start":493.715,"end":498.85498},{"sentences":[{"text":"Mhmm.","start":498.435,"end":498.935,"sentiment":"neutral","sentiment_score":0.13691715896129608}],"sentiment":"neutral","sentiment_score":0.13691715896129608,"channel":0,"num_words":1,"start":498.435,"end":498.935},{"sentences":[{"text":"You have you have","start":499.235,"end":500.435,"sentiment":"positive","sentiment_score":0.35605455935001373}],"sentiment":"positive","sentiment_score":0.35605455935001373,"channel":1,"num_words":4,"start":499.235,"end":500.435},{"sentences":[{"text":"I","start":500.115,"end":500.35498,"sentiment":"positive","sentiment_score":0.3713141083717346}],"sentiment":"positive","sentiment_score":0.3713141083717346,"channel":0,"num_words":1,"start":500.115,"end":500.35498},{"sentences":[{"text":"a nice day.","start":500.435,"end":501.41498,"sentiment":"positive","sentiment_score":0.45656317472457886}],"sentiment":"positive","sentiment_score":0.45656317472457886,"channel":1,"num_words":3,"start":500.435,"end":501.41498},{"sentences":[{"text":"you do the same, and please be safe always.","start":501.555,"end":504.13498,"sentiment":"neutral","sentiment_score":0.32808011439111495}],"sentiment":"neutral","sentiment_score":0.32808011439111495,"channel":0,"num_words":9,"start":501.555,"end":504.13498},{"sentences":[{"text":"You","start":504.41293,"end":504.73294,"sentiment":"neutral","sentiment_score":0.272516667842865}],"sentiment":"neutral","sentiment_score":0.272516667842865,"channel":1,"num_words":1,"start":504.41293,"end":504.73294},{"sentences":[{"text":"Have","start":504.595,"end":504.835,"sentiment":"positive","sentiment_score":0.4036054611206054}],"sentiment":"positive","sentiment_score":0.4036054611206054,"channel":0,"num_words":1,"start":504.595,"end":504.835},{"sentences":[{"text":"too.","start":504.73294,"end":505.23294,"sentiment":"positive","sentiment_score":0.34880155324935913}],"sentiment":"positive","sentiment_score":0.34880155324935913,"channel":1,"num_words":1,"start":504.73294,"end":505.23294},{"sentences":[{"text":"a good one.","start":504.835,"end":505.735,"sentiment":"positive","sentiment_score":0.47714656591415405}],"sentiment":"positive","sentiment_score":0.47714656591415405,"channel":0,"num_words":3,"start":504.835,"end":505.735},{"sentences":[{"text":"Thank","start":505.69293,"end":506.01294,"sentiment":"positive","sentiment_score":0.5172587633132935}],"sentiment":"positive","sentiment_score":0.5172587633132935,"channel":1,"num_words":1,"start":505.69293,"end":506.01294},{"sentences":[{"text":"Bye bye.","start":505.79498,"end":506.455,"sentiment":"positive","sentiment_score":0.42450784146785736}],"sentiment":"positive","sentiment_score":0.42450784146785736,"channel":0,"num_words":2,"start":505.79498,"end":506.455},{"sentences":[{"text":"you very much.","start":506.01294,"end":506.99295,"sentiment":"positive","sentiment_score":0.48940857251485187}],"sentiment":"positive","sentiment_score":0.48940857251485187,"channel":1,"num_words":3,"start":506.01294,"end":506.99295},{"sentences":[{"text":"You're","start":506.995,"end":507.395,"sentiment":"positive","sentiment_score":0.41045498847961426}],"sentiment":"positive","sentiment_score":0.41045498847961426,"channel":0,"num_words":1,"start":506.995,"end":507.395},{"sentences":[{"text":"Bye.","start":507.13293,"end":507.63293,"sentiment":"positive","sentiment_score":0.43512779474258423}],"sentiment":"positive","sentiment_score":0.43512779474258423,"channel":1,"num_words":1,"start":507.13293,"end":507.63293},{"sentences":[{"text":"welcome.","start":507.395,"end":507.875,"sentiment":"positive","sentiment_score":0.8378770351409912},{"text":"It's my pleasure.","start":507.875,"end":508.85498,"sentiment":"positive","sentiment_score":0.870199720064799},{"text":"Bye bye.","start":508.91498,"end":509.34286,"sentiment":"positive","sentiment_score":0.5381211340427399}],"sentiment":"positive","sentiment_score":0.754119743903478,"channel":0,"num_words":6,"start":507.395,"end":509.34286},{"sentences":[{"text":"Bye bye.","start":509.69293,"end":510.43295,"sentiment":"neutral","sentiment_score":0.07788514345884323}],"sentiment":"neutral","sentiment_score":0.07788514345884323,"channel":1,"num_words":2,"start":509.69293,"end":510.43295}]},"summary":{"result":"success","short":"The customer called Airtel accounts because they received an invoice for $79.95, but they had already set up a direct debit on their account. The representative confirmed that the payment was already processed and that the invoice was sent to the customer's reference. The representative also informed the customer that they are working on resolving the issue with the TV channel and that they will update them as soon as possible."},"intents":{"segments":[{"text":"I've just opened up my iPad, and they say that I have an invoice number such and such with an outstanding amount of $79.95. Now all this is on direct debit. Okay.","start_word":17,"end_word":48,"intents":[{"intent":"Explain direct debit issue","confidence_score":0.003549318},{"intent":"Clarify account status","confidence_score":0.008361993}]},{"text":"I would love to review your account, but please Thank allow you.","start_word":65,"end_word":76,"intents":[{"intent":"Review account","confidence_score":0.10552197}]},{"text":"me to confirm your phone number first. In that way, I could further assist you and take a look your account. Okay. Go ahead. What is your phone number, please?","start_word":77,"end_word":106,"intents":[{"intent":"Confirm phone number","confidence_score":0.432807},{"intent":"Confirm phone number","confidence_score":0.016706452},{"intent":"Verify phone number","confidence_score":0.005629603}]},{"text":"What is your phone number, please?","start_word":101,"end_word":106,"intents":[{"intent":"Provide account information","confidence_score":0.0028337957}]},{"text":"I'm so sorry for the confusion. It just so happened last January, we changed our payment gateway. Before we're using Stripe, and then we transitioned to a and z word line payment. And you haven't processed any payment. Correct? Alright.","start_word":194,"end_word":233,"intents":[{"intent":"Acknowledge inability to process payment","confidence_score":0.000024083318}]},{"text":"It just so happened last January, we changed our payment gateway. Before we're using Stripe, and then we transitioned to a and z word line payment. And you haven't processed any payment. Correct? Alright.","start_word":200,"end_word":233,"intents":[{"intent":"Clarify status of payment gateway change","confidence_score":0.0000015367943}]},{"text":"I haven't well, this should have been taken out. So so I Yeah. went through all this with you when they said it was Stripe and all this sort of stuff that I wouldn't it would be taken out as direct debit. And now I've got this account Mhmm.","start_word":234,"end_word":282,"intents":[{"intent":"Reject direct debit","confidence_score":0.00071922713}]},{"text":"And if we face any issue or any problem, we will notify you. But we can go ahead and locate that if there's any issue with the setup.","start_word":600,"end_word":627,"intents":[{"intent":"Resolve account issues","confidence_score":0.0011229498}]},{"text":"I we can't understand all this crap that goes on. You think if they updated it, you wouldn't lose anything? Yeah.","start_word":840,"end_word":860,"intents":[{"intent":"Fix tv channel issue and keep tv updated","confidence_score":0.00015330409}]},{"text":"This is also a sad news on my end, but I do see an update on here that the reason why you do you don't have any Australian channel because they are facing a geo IP location. It means to say they have to fix the location of the channels. Instead of showing USA, it should show your location, which is in Australia. And Yes.","start_word":860,"end_word":924,"intents":[{"intent":"Update channel locations and fix geoip location","confidence_score":0.000015490583}]},{"text":"I'm hoping for the best, and then we'll keep you updated. Yes.","start_word":1087,"end_word":1098,"intents":[{"intent":"Keep channel updated","confidence_score":0.050349835}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.25745734572410583},{"text":"Good morning. Thank you so much for calling Airtel accounts. How may I help you today?","start_word":1,"end_word":16,"sentiment":"positive","sentiment_score":0.6283062696456909},{"text":"I've just opened up my iPad, and they say that I have an invoice number such and such with an outstanding amount of $79.95. Now all this is on direct debit. Okay. It's being put on direct debit. So how come I've got this?","start_word":17,"end_word":60,"sentiment":"neutral","sentiment_score":-0.029823269695043564},{"text":"I appreciate your call.","start_word":61,"end_word":64,"sentiment":"positive","sentiment_score":0.36846286058425903},{"text":"I would love to review your account, but please Thank allow you. me to confirm your phone number first. In that way, I could further assist you and take a look your account. Okay. Go ahead. What is your phone number, please? 00429959609. Okay. Thank you. One moment, please. And may I have your full name, please? Thank you so much. One moment here. So, if I heard you right, you're calling in reference with your invoice that you received yesterday for the amount Yes. of $79.95. And you said you already set up a direct debit on your account. Yes.","start_word":65,"end_word":165,"sentiment":"neutral","sentiment_score":0.10460122674703598},{"text":"I just can't understand why I've got an account when it should be on direct debit.","start_word":166,"end_word":181,"sentiment":"negative","sentiment_score":-0.3421596884727478},{"text":"And this has happened before with you, love too. Mhmm. That's correct. I'm so sorry for the confusion. It just so happened last January, we changed our payment gateway. Before we're using Stripe, and then we transitioned to a and z word line payment. And you haven't processed any payment. Correct? Alright.","start_word":182,"end_word":233,"sentiment":"neutral","sentiment_score":-0.1418938189744949},{"text":"I haven't well, this should have been taken out.","start_word":234,"end_word":242,"sentiment":"negative","sentiment_score":-0.4923754334449768},{"text":"So so I Yeah.","start_word":243,"end_word":246,"sentiment":"neutral","sentiment_score":-0.210922047495842},{"text":"went through all this with you when they said it was Stripe and all this sort of stuff that I wouldn't it would be taken out as direct debit.","start_word":247,"end_word":275,"sentiment":"negative","sentiment_score":-0.3537755608558655},{"text":"And now I've got this account Mhmm. on the on the iPad again. Mhmm. Mhmm. So I'm someone's checking not doing here. this all. Because I'm showing here the reason why you're receiving okay. Here's the process we have. Even though you do have a a direct debit setup or not, we will still send you the invoice as for your reference. So I do see in here that you received the invoice yesterday. It doesn't Yes. mean that you need to process your payment manually. As I could see in here that it's already been processed. We're just sending the invoice to let you know your or as your reference, because there are some customers that they still want to receive their invoice in a monthly basis even though they've already set up their direct debit or automatic payment. Well, Anyway the one yeah. Well, the one throws you out, you've got here with outstanding amount. So if it was direct mhmm. debit, it you just should have an an an invoice with the amount and that's fine. I printed out and sold. But Mhmm. yeah. Okay. That's why I hit the panic button. Mhmm. I understand that. So let me just check here first. Alright? One moment. I get what your point is. So it means to say if outstanding so the this will give a initial reaction to customer. Oh, I did not pay my invoice. Is that right? That's exactly right. It's worded all wrong. Yeah. And I will take note of your feedback, and then then I will bring this to our back end who's setting this automatic billing on our end because it's being sent automatically on a monthly basis every first of each month. That's But exactly if you will wrong. yeah. If you will already set up a direct debit, our back Yes. end is processing an an automatic payment between the fifth till the tenth. And if we face any issue or any problem, we will notify you. But we can go ahead and locate that if there's any issue with the setup. Because you, when you process the first pro first time that you process the payment, last month or last January, you've saved also your card details, right, Yes. through the Yes. new portal?","start_word":276,"end_word":660,"sentiment":"neutral","sentiment_score":0.052099279769055255},{"text":"Okay. That's great to hear. So I'll let me take your name here. I will personally monitor this account and see if it's successfully done by direct debit this month.","start_word":661,"end_word":690,"sentiment":"positive","sentiment_score":0.4688170552253723},{"text":"And then if there's any issue or problem, I will notify you as soon as possible.","start_word":691,"end_word":706,"sentiment":"neutral","sentiment_score":0.2401418685913086},{"text":"That sounds good.","start_word":707,"end_word":709,"sentiment":"positive","sentiment_score":0.4461541771888733},{"text":"Mhmm. Now I'm Alright. I don't know whether you can help me with this, but we've been Mm-mm. having trouble with our TV. Can you put me through to no. Look. Don't worry about that. I'll ring back on that. Okay? Yeah. I get it. I get it. I do understand you're facing this issue because we just got a an update. They didn't update February 28, and then there are some customers just facing, like, their TV channel are not working and the yeah. It's showing USAID. Is that right? Yeah.","start_word":710,"end_word":801,"sentiment":"neutral","sentiment_score":-0.1225881427526474},{"text":"They're not working at all, and In I've Australia. I've I've actually getting a man in that's gonna cost me to have it fixed or to Oh, come one and sort it out.","start_word":802,"end_word":834,"sentiment":"negative","sentiment_score":-0.3667498528957367},{"text":"Yes. Because we're old.","start_word":835,"end_word":838,"sentiment":"neutral","sentiment_score":-0.28504621982574463},{"text":"I we can't understand all this crap that goes on.","start_word":839,"end_word":848,"sentiment":"negative","sentiment_score":-0.46920710802078247},{"text":"You think if they updated it, you wouldn't lose anything? Yeah. This is also a sad news on my end, but I do see an update on here that the reason why you do you don't have any Australian channel because they are facing a geo IP location. It means to say they have to fix the location of the channels. Instead of showing USA, it should show your location, which is in Australia. And Yes. then as per our back end, our ground support team, They are attending this moment to resolve it as soon as possible. They are working closely to our engineering team to have it fixed. And then possible actually, they have approximate restoration time frame between today to Wednesday, but we will update you as soon as possible. I just talked to one of our representative. They said they are currently working with engineering team to fix this issue. So we will send you an update and notify you. So pause of asking to fix it on your end. Our engineering team is monitoring and working closely to fix this GUIP location. That's the issue currently why your TV channels are not working properly or Yeah. That's that's not showing anymore. so bad and, like, I am really thinking of changing because I'm not putting up with this because we're old. We need a TV. So, anyway, we'll see what happens. Yeah. Okay? I'm hoping for the best, and then we'll keep you updated. Yes. It's pretty poor. But anyway, that's the way it is. Not your fault. Mhmm.","start_word":849,"end_word":1112,"sentiment":"neutral","sentiment_score":-0.10449428856372832},{"text":"You have you I have a nice day.","start_word":1113,"end_word":1120,"sentiment":"positive","sentiment_score":0.4067513048648834},{"text":"you do the same, and please be safe always.","start_word":1121,"end_word":1129,"sentiment":"neutral","sentiment_score":0.327048659324646},{"text":"You Have too. a good one. Thank Bye bye. you very much. You're Bye. welcome. It's my pleasure. Bye bye.","start_word":1130,"end_word":1149,"sentiment":"positive","sentiment_score":0.5242357671260833},{"text":"Bye bye.","start_word":1150,"end_word":1151,"sentiment":"neutral","sentiment_score":0.293929785490036}],"average":{"sentiment":"neutral","sentiment_score":-0.00477566141991099}}}}