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If you want us to cancel the service today, which is September 1, the the service will be disconnected today, so you won't be able to use the Internet from today onwards. However, the thirty day notice still applies. So you'll continue to be billed for that notice period even though the service is no longer active, which is for this month. Alternatively, if you prefer to keep using the service until September 10, which is your original cancellation date, we can set the cancellation date for September 10. In that case, you'll still be billed until October 10 as part of the thirty day notice period, but your Internet service will stop on September 10. I'm really sorry about the incorrect explanation earlier. Just wanted to make sure everything is clear before we proceed. Mhmm. Mhmm. Yeah. We'll disconnect the service today, but you still need to settle the payment for the month of September. Sorry? Okay. But before we proceed with the canceling, you need to settle first the outstanding bill. Yeah. But since you're canceling today, you need to settle the cancellation fee as well today. Yeah. I'm really sorry for that. Yeah. I'm sorry for that. Mhmm. Yeah. We're really sorry if Ertel did not meet your expectation. Yeah. I'll just coordinate this one to our accounts department. Is it okay if I put you on hold for a while? Is it okay if I put you on hold? Let me just confirm this one to our accounts department. Okay. Hang on. On. Hello, Generosa? Yes. Thank you for waiting. We'll wait the payment to be settled within this day before we proceed with the cancellation. We'll wait for you to settle the payment for the cancellation fee before we proceed with, yeah, canceling the service within this day. Over the phone, are we going to use a card? Okay then. Is it okay if I transfer you to our accounts department? Okay. 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Okay. If I disconnect today, thirty days notice is the October 1. Correct? You can do that.\n\nI don't yeah. I really care. You can cancel that right now if you want. I don't mind because the Internet is already not working, so you can cancel it right now. Yeah.\n\nIt's due on the tenth of this month, not due today. Mhmm. Give me a moment. I'll cancel it right now. I'll pay for it right now.\n\nEntire eviction. And are you sure I have to find the information? Because I've gotten three callbacks from you already With new information on each call, it's it's getting very annoying. So I'm just trying to send myself the money so I can pay for it now, and then that's it. And then I'll find someone else.\n\nAnd I'm paying with what's it called? I always pay using BPAY. So if I'm making the payment today, I'm canceling it as today. I don't care, like, oh, you guys got it tomorrow, blah blah blah. The payment day is today.\n\nSo can you overlook that? Because that's what always happen. I pay on the tenth, and you guys don't get it until a couple days later. That's nothing I can do because I pay with prepaid. Unless you want me to pay over the phone right now so you can finish.\n\nWhat do you prefer? It went to what? Sorry. Okay. Yes.\n\nSorry? Can I pay can I pay over the phone today? Yeah. Yeah.","paragraphs":[{"sentences":[{"text":"Hello?","start":1.68,"end":2.1799998,"sentiment":"neutral","sentiment_score":0.017010647803544998},{"text":"Okay.","start":21.055,"end":21.555,"sentiment":"neutral","sentiment_score":0.006303736940026283},{"text":"If I disconnect today, thirty days notice is the October 1.","start":77.665,"end":87.95,"sentiment":"neutral","sentiment_score":-0.052468054673888466},{"text":"Correct?","start":88.729996,"end":89.229996,"sentiment":"neutral","sentiment_score":-0.03954505920410156},{"text":"You can do that.","start":99.675,"end":100.815,"sentiment":"neutral","sentiment_score":-0.07432247884571552}],"sentiment":"neutral","sentiment_score":-0.04948162173645364,"num_words":18,"start":1.68,"end":100.815},{"sentences":[{"text":"I don't yeah.","start":101.755,"end":102.735,"sentiment":"neutral","sentiment_score":-0.31543927391370136},{"text":"I really 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send myself the money so I can pay for it now, and then that's it.","start":190.18001,"end":196.90001,"sentiment":"negative","sentiment_score":-0.3991729184985161},{"text":"And then I'll find someone else.","start":196.90001,"end":201.0,"sentiment":"negative","sentiment_score":-0.41639845073223114}],"sentiment":"negative","sentiment_score":-0.3574567322798988,"num_words":57,"start":151.455,"end":201.0},{"sentences":[{"text":"And I'm paying with what's it called?","start":215.195,"end":218.36,"sentiment":"neutral","sentiment_score":-0.22450471137251174},{"text":"I always pay using BPAY.","start":218.36,"end":222.7,"sentiment":"neutral","sentiment_score":-0.15185175836086273},{"text":"So if I'm making the payment today, I'm canceling it as today.","start":224.36,"end":228.52,"sentiment":"negative","sentiment_score":-0.33764319494366646},{"text":"I don't care, like, oh, you guys got it tomorrow, blah blah blah.","start":228.52,"end":232.22499,"sentiment":"negative","sentiment_score":-0.36511290761140675},{"text":"The payment day is today.","start":232.22499,"end":233.685,"sentiment":"neutral","sentiment_score":-0.22704439461231232}],"sentiment":"neutral","sentiment_score":-0.2920047591129939,"num_words":42,"start":215.195,"end":233.685},{"sentences":[{"text":"So can you overlook that?","start":234.22499,"end":237.265,"sentiment":"neutral","sentiment_score":-0.23619439601898193},{"text":"Because that's what always happen.","start":237.265,"end":238.805,"sentiment":"neutral","sentiment_score":-0.2393356591463089},{"text":"I pay on the tenth, and you guys don't get it until a couple days later.","start":238.94499,"end":243.525,"sentiment":"neutral","sentiment_score":-0.2510576071217656},{"text":"That's nothing I can do because I pay with prepaid.","start":244.78499,"end":248.48,"sentiment":"negative","sentiment_score":-0.40575784146785737},{"text":"Unless you want me to pay over the phone 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Hello. Good morning. This is Maureen again from Erto. Am I speaking with Gina Rosa?\n\nYeah. This is regarding the cancellation date. Just want to clarify how the thirty day notice works.\n\nChannel 1: Okay.\n\nChannel 0: Yeah. If you want us to cancel the service today, which is September 1, the the service will be disconnected today, so you won't be able to use the Internet from today onwards. However, the thirty day notice still applies. So you'll continue to be billed for that notice period even though the service is no longer active, which is for this month. Alternatively, if you prefer to keep using the service until September 10, which is your original cancellation date, we can set the cancellation date for September 10.\n\nIn that case, you'll still be billed until October 10 as part of the thirty day notice period, but your Internet service will stop on September 10. I'm really sorry about the incorrect explanation earlier. Just wanted to make sure everything is clear before we proceed.\n\nChannel 1: If\n\nChannel 0: Mhmm.\n\nChannel 1: I disconnect today,\n\nChannel 0: Mhmm.\n\nChannel 1: thirty days notice is the October 1. Correct?\n\nChannel 0: Yeah. We'll disconnect the service today, but you still need to settle the payment for the month of September.\n\nChannel 1: You can do that. I don't yeah. I really care.\n\nChannel 0: Sorry?\n\nChannel 1: You can cancel that right now if you want. I don't mind because the Internet is already not working, so you can cancel it right now.\n\nChannel 0: Okay. But before we proceed with the canceling, you need to settle first the outstanding bill.\n\nChannel 1: Yeah. It's due\n\nChannel 0: Yeah.\n\nChannel 1: on the tenth of this month, not due today.\n\nChannel 0: But since you're canceling today, you need\n\nChannel 1: Mhmm.\n\nChannel 0: to settle the cancellation fee as well today.\n\nChannel 1: Give me a moment. I'll cancel it right now. I'll pay for it right now. Entire\n\nChannel 0: Yeah. I'm really sorry for that.\n\nChannel 1: eviction. And are you sure I have to find the information? Because I've gotten three callbacks from you already With new information\n\nChannel 0: Yeah.\n\nChannel 1: on each call, it's\n\nChannel 0: I'm\n\nChannel 1: it's getting very annoying.\n\nChannel 0: sorry for that. Mhmm.\n\nChannel 1: So I'm just trying to send myself the money so I can pay for it now, and then that's it. And then I'll find someone else.\n\nChannel 0: Yeah. We're really sorry if Ertel did not meet your expectation.\n\nChannel 1: And I'm paying with what's it called? I always pay using BPAY. So if I'm making the payment today, I'm canceling it as today. I don't care, like, oh, you guys got it tomorrow, blah blah blah. The payment day is today.\n\nSo can you overlook that? Because that's what always happen. I pay on the tenth, and you guys don't get it until a couple days later. That's nothing I can do because I pay with prepaid. Unless you want me to pay over the phone right now so you can finish.\n\nWhat do you prefer?\n\nChannel 0: Yeah. I'll just coordinate this one to our accounts department. Is it okay if I put you on hold for a while?\n\nChannel 1: It went to what? Sorry.\n\nChannel 0: Is it okay if I put you on hold? Let me just confirm this one to our accounts department.\n\nChannel 1: Okay.\n\nChannel 0: Okay. Hang on. On. Hello, Generosa?\n\nChannel 1: Yes.\n\nChannel 0: Yes. Thank you for waiting. We'll wait the payment to be settled within this day before\n\nChannel 1: Sorry?\n\nChannel 0: we proceed with the cancellation. We'll wait for you to settle the payment for the cancellation fee before we proceed with, yeah, canceling\n\nChannel 1: Can I\n\nChannel 0: the\n\nChannel 1: pay\n\nChannel 0: service within this day.\n\nChannel 1: can I pay over the phone today?\n\nChannel 0: Over the phone, are we going to use a card?\n\nChannel 1: Yeah.\n\nChannel 0: Okay then. Is it okay if I transfer you to\n\nChannel 1: Yeah.\n\nChannel 0: our accounts department? Okay. Hang on.","paragraphs":[{"sentences":[{"text":"Hello?","start":1.68,"end":2.1799998,"sentiment":"neutral","sentiment_score":0.017010647803544998}],"sentiment":"neutral","sentiment_score":0.017010647803544998,"channel":1,"num_words":1,"start":1.68,"end":2.1799998},{"sentences":[{"text":"Yes.","start":3.9199998,"end":4.24,"sentiment":"neutral","sentiment_score":0.0750914216041565},{"text":"Hello.","start":4.24,"end":4.56,"sentiment":"neutral","sentiment_score":0.07729184627532959},{"text":"Good morning.","start":4.56,"end":5.2999997,"sentiment":"neutral","sentiment_score":0.2681276947259903},{"text":"This is Maureen again from Erto.","start":5.6,"end":7.46,"sentiment":"neutral","sentiment_score":0.11225826914111774},{"text":"Am I speaking with Gina Rosa?","start":7.52,"end":9.22,"sentiment":"neutral","sentiment_score":0.049631910398602486}],"sentiment":"neutral","sentiment_score":0.10374873341061175,"channel":0,"num_words":16,"start":3.9199998,"end":9.22},{"sentences":[{"text":"Yeah.","start":11.5199995,"end":12.0199995,"sentiment":"neutral","sentiment_score":0.0017745057120919228},{"text":"This is regarding the cancellation date.","start":12.955,"end":15.455,"sentiment":"neutral","sentiment_score":-0.028376408852636814},{"text":"Just want to clarify how the thirty day notice works.","start":15.835,"end":19.135,"sentiment":"neutral","sentiment_score":-0.03486437313258648}],"sentiment":"neutral","sentiment_score":-0.030419275219387868,"channel":0,"num_words":17,"start":11.5199995,"end":19.135},{"sentences":[{"text":"Okay.","start":21.055,"end":21.555,"sentiment":"neutral","sentiment_score":0.006303736940026283}],"sentiment":"neutral","sentiment_score":0.006303736940026283,"channel":1,"num_words":1,"start":21.055,"end":21.555},{"sentences":[{"text":"Yeah.","start":22.075,"end":22.575,"sentiment":"neutral","sentiment_score":0.01374717615544796},{"text":"If you want us to cancel the service today, which is September 1, the the service will be disconnected today, so you won't be able to use the Internet from today onwards.","start":23.355,"end":35.1,"sentiment":"neutral","sentiment_score":-0.05312339699594304},{"text":"However, the thirty day notice still applies.","start":35.64,"end":38.46,"sentiment":"neutral","sentiment_score":-0.029770889984709874},{"text":"So you'll continue to be billed for that notice period even though the service is no longer active, which is for this month.","start":38.84,"end":46.825,"sentiment":"neutral","sentiment_score":-0.04325306950056035},{"text":"Alternatively, if you prefer to keep using the service until September 10, which is your original cancellation date, we can set the cancellation date for September 10.","start":47.205,"end":58.025,"sentiment":"neutral","sentiment_score":0.03324372489199353}],"sentiment":"neutral","sentiment_score":-0.022131530933741792,"channel":0,"num_words":90,"start":22.075,"end":58.025},{"sentences":[{"text":"In that case, you'll still be billed until October 10 as part of the thirty day notice period, but your Internet service will stop on September 10.","start":58.350002,"end":67.89,"sentiment":"neutral","sentiment_score":0.01721099212213799},{"text":"I'm really sorry about the incorrect explanation earlier.","start":67.95,"end":71.01,"sentiment":"negative","sentiment_score":-0.4210866056382656},{"text":"Just wanted to make sure everything is clear before we proceed.","start":71.585,"end":75.045,"sentiment":"neutral","sentiment_score":-0.180676784705032}],"sentiment":"neutral","sentiment_score":-0.10633566716442937,"channel":0,"num_words":46,"start":58.350002,"end":75.045},{"sentences":[{"text":"If","start":77.665,"end":78.165,"sentiment":"neutral","sentiment_score":-0.10732850432395936}],"sentiment":"neutral","sentiment_score":-0.10732850432395936,"channel":1,"num_words":1,"start":77.665,"end":78.165},{"sentences":[{"text":"Mhmm.","start":78.945,"end":79.445,"sentiment":"neutral","sentiment_score":-0.07206718623638153}],"sentiment":"neutral","sentiment_score":-0.07206718623638153,"channel":0,"num_words":1,"start":78.945,"end":79.445},{"sentences":[{"text":"I disconnect today,","start":79.505,"end":81.045,"sentiment":"neutral","sentiment_score":-0.08149347951014836}],"sentiment":"neutral","sentiment_score":-0.08149347951014836,"channel":1,"num_words":3,"start":79.505,"end":81.045},{"sentences":[{"text":"Mhmm.","start":82.065,"end":82.565,"sentiment":"neutral","sentiment_score":-0.04282338544726372}],"sentiment":"neutral","sentiment_score":-0.04282338544726372,"channel":0,"num_words":1,"start":82.065,"end":82.565},{"sentences":[{"text":"thirty days notice is the October 1.","start":83.104996,"end":87.95,"sentiment":"neutral","sentiment_score":-0.03219137979405267},{"text":"Correct?","start":88.729996,"end":89.229996,"sentiment":"neutral","sentiment_score":-0.03954505920410156}],"sentiment":"neutral","sentiment_score":-0.03311058972030878,"channel":1,"num_words":8,"start":83.104996,"end":89.229996},{"sentences":[{"text":"Yeah.","start":89.17,"end":89.67,"sentiment":"neutral","sentiment_score":-0.05096300691366196},{"text":"We'll disconnect the service 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that.","start":168.605,"end":169.56,"sentiment":"negative","sentiment_score":-0.6204523841540018},{"text":"Mhmm.","start":169.72,"end":170.22,"sentiment":"neutral","sentiment_score":-0.25446394085884094}],"sentiment":"negative","sentiment_score":-0.5289552733302116,"channel":0,"num_words":4,"start":168.605,"end":170.22},{"sentences":[{"text":"So I'm just trying to send myself the money so I can pay for it now, and then that's it.","start":190.18001,"end":196.90001,"sentiment":"negative","sentiment_score":-0.3991729184985161},{"text":"And then I'll find someone else.","start":196.90001,"end":201.0,"sentiment":"negative","sentiment_score":-0.41639845073223114}],"sentiment":"negative","sentiment_score":-0.4031480413216811,"channel":1,"num_words":26,"start":190.18001,"end":201.0},{"sentences":[{"text":"Yeah.","start":203.47,"end":203.79,"sentiment":"neutral","sentiment_score":-0.2499159276485443},{"text":"We're really sorry if Ertel did not meet your 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Generosa?","start":494.01,"end":494.91,"sentiment":"neutral","sentiment_score":0.058517422527074814}],"sentiment":"neutral","sentiment_score":0.034779479106267296,"channel":0,"num_words":6,"start":278.945,"end":494.91},{"sentences":[{"text":"Yes.","start":496.12,"end":496.62,"sentiment":"neutral","sentiment_score":0.08466815948486328}],"sentiment":"neutral","sentiment_score":0.08466815948486328,"channel":1,"num_words":1,"start":496.12,"end":496.62},{"sentences":[{"text":"Yes.","start":497.215,"end":497.455,"sentiment":"neutral","sentiment_score":0.12249872088432312},{"text":"Thank you for waiting.","start":497.455,"end":498.51498,"sentiment":"neutral","sentiment_score":0.2618333473801613},{"text":"We'll wait the payment to be settled within this day before","start":499.695,"end":505.055,"sentiment":"neutral","sentiment_score":0.06763666258616881}],"sentiment":"neutral","sentiment_score":0.11961471242830157,"channel":0,"num_words":16,"start":497.215,"end":505.055},{"sentences":[{"text":"Sorry?","start":504.98502,"end":505.48502,"sentiment":"neutral","sentiment_score":-0.024344632402062416}],"sentiment":"neutral","sentiment_score":-0.024344632402062416,"channel":1,"num_words":1,"start":504.98502,"end":505.48502},{"sentences":[{"text":"we proceed with the cancellation.","start":505.055,"end":506.435,"sentiment":"neutral","sentiment_score":-0.05740476474165916},{"text":"We'll wait for you to settle the payment for the cancellation fee before we proceed with, yeah, canceling","start":510.44,"end":517.42,"sentiment":"neutral","sentiment_score":-0.034972009637082614}],"sentiment":"neutral","sentiment_score":-0.03984869552938187,"channel":0,"num_words":23,"start":505.055,"end":517.42},{"sentences":[{"text":"Can I","start":517.05,"end":517.52997,"sentiment":"neutral","sentiment_score":0.059643398970365524}],"sentiment":"neutral","sentiment_score":0.059643398970365524,"channel":1,"num_words":2,"start":517.05,"end":517.52997},{"sentences":[{"text":"the","start":517.48,"end":517.64,"sentiment":"neutral","sentiment_score":0.06988223642110825}],"sentiment":"neutral","sentiment_score":0.06988223642110825,"channel":0,"num_words":1,"start":517.48,"end":517.64},{"sentences":[{"text":"pay","start":517.52997,"end":518.02997,"sentiment":"neutral","sentiment_score":0.019635416567325592}],"sentiment":"neutral","sentiment_score":0.019635416567325592,"channel":1,"num_words":1,"start":517.52997,"end":518.02997},{"sentences":[{"text":"service within this day.","start":517.64,"end":519.1,"sentiment":"neutral","sentiment_score":0.06990124937146902}],"sentiment":"neutral","sentiment_score":0.06990124937146902,"channel":0,"num_words":4,"start":517.64,"end":519.1},{"sentences":[{"text":"can I pay over the phone today?","start":519.61,"end":521.47,"sentiment":"neutral","sentiment_score":0.03883929869958332}],"sentiment":"neutral","sentiment_score":0.03883929869958332,"channel":1,"num_words":7,"start":519.61,"end":521.47},{"sentences":[{"text":"Over the phone, are we going to use a card?","start":523.695,"end":526.195,"sentiment":"neutral","sentiment_score":0.01544297393411398}],"sentiment":"neutral","sentiment_score":0.01544297393411398,"channel":0,"num_words":10,"start":523.695,"end":526.195},{"sentences":[{"text":"Yeah.","start":527.52997,"end":528.02997,"sentiment":"neutral","sentiment_score":0.04712923988699913}],"sentiment":"neutral","sentiment_score":0.04712923988699913,"channel":1,"num_words":1,"start":527.52997,"end":528.02997},{"sentences":[{"text":"Okay then.","start":529.53503,"end":530.35504,"sentiment":"neutral","sentiment_score":0.06601339019834995},{"text":"Is it okay if I transfer you to","start":530.73505,"end":532.255,"sentiment":"neutral","sentiment_score":0.07430899050086737}],"sentiment":"neutral","sentiment_score":0.07264987044036389,"channel":0,"num_words":10,"start":529.53503,"end":532.255},{"sentences":[{"text":"Yeah.","start":532.125,"end":532.625,"sentiment":"neutral","sentiment_score":0.043094974011182785}],"sentiment":"neutral","sentiment_score":0.043094974011182785,"channel":1,"num_words":1,"start":532.125,"end":532.625},{"sentences":[{"text":"our accounts department?","start":532.255,"end":533.315,"sentiment":"neutral","sentiment_score":0.03112233305970828},{"text":"Okay.","start":535.29504,"end":535.695,"sentiment":"neutral","sentiment_score":0.021036271005868912},{"text":"Hang on.","start":535.695,"end":536.435,"sentiment":"neutral","sentiment_score":-0.051218342036008835}],"sentiment":"neutral","sentiment_score":0.0019944310188293457,"channel":0,"num_words":6,"start":532.255,"end":536.435}]},"summary":{"result":"success","short":"A customer named Maureen from Erto calls to confirm the cancellation date for the service and explains the 30-day notice period. The customer wants to know if they can cancel the service today and still use the service until September 10th. The representative explains that they can cancel the service today and settle the payment for the cancellation fee before canceling. The customer asks if they can pay over the phone and is transferred to the accounts department."},"intents":{"segments":[{"text":"This is regarding the cancellation date. Just want to clarify how the thirty day notice works. Okay.","start_word":18,"end_word":34,"intents":[{"intent":"Clarify thirty-day notice","confidence_score":0.38599443}]},{"text":"If you want us to cancel the service today, which is September 1, the the service will be disconnected today, so you won't be able to use the Internet from today onwards. However, the thirty day notice still applies. So you'll continue to be billed for that notice period even though the service is no longer active, which is for this month.","start_word":36,"end_word":97,"intents":[{"intent":"Disconnect service","confidence_score":0.015570566}]},{"text":"So I'm just trying to send myself the money so I can pay for it now, and then that's it. And then I'll find someone else. Yeah.","start_word":344,"end_word":370,"intents":[{"intent":"Pay","confidence_score":0.042493537},{"intent":"Pay","confidence_score":0.5971972}]},{"text":"Is it okay if I transfer you to Yeah. our accounts department? Okay.","start_word":600,"end_word":612,"intents":[{"intent":"Transfer","confidence_score":0.0028832466}]}]},"sentiments":{"segments":[{"text":"Hello? Yes. Hello. Good morning. This is Maureen again from Erto. Am I speaking with Gina Rosa? Yeah. This is regarding the cancellation date. Just want to clarify how the thirty day notice works. Okay. Yeah. If you want us to cancel the service today, which is September 1, the the service will be disconnected today, so you won't be able to use the Internet from today onwards. However, the thirty day notice still applies. So you'll continue to be billed for that notice period even though the service is no longer active, which is for this month. Alternatively, if you prefer to keep using the service until September 10, which is your original cancellation date, we can set the cancellation date for September 10. In that case, you'll still be billed until October 10 as part of the thirty day notice period, but your Internet service will stop on September 10. I'm really sorry about the incorrect explanation earlier. Just wanted to make sure everything is clear before we proceed. If Mhmm. I disconnect today, Mhmm. thirty days notice is the October 1. Correct? Yeah. We'll disconnect the service today, but you still need to settle the payment for the month of September. You can do that. I don't yeah. I really care. Sorry? You can cancel that right now if you want. I don't mind because the Internet is already not working, so you can cancel it right now. Okay. But before we proceed with the canceling, you need to settle first the outstanding bill. Yeah. It's due Yeah. on the tenth of this month, not due today. But since you're canceling today, you need Mhmm. to settle the cancellation fee as well today. Give me a moment. I'll cancel it right now. I'll pay for it right now. Entire Yeah.","start_word":0,"end_word":302,"sentiment":"neutral","sentiment_score":-0.07501815259456635},{"text":"I'm really sorry for that. eviction.","start_word":303,"end_word":308,"sentiment":"negative","sentiment_score":-0.5723921060562134},{"text":"And are you sure I have to find the information? Because I've gotten three callbacks from you already With new information Yeah.","start_word":309,"end_word":330,"sentiment":"neutral","sentiment_score":-0.2052867209369486},{"text":"on each call, it's I'm it's getting very annoying. sorry for that.","start_word":331,"end_word":342,"sentiment":"negative","sentiment_score":-0.6560453772544861},{"text":"Mhmm.","start_word":343,"end_word":343,"sentiment":"neutral","sentiment_score":-0.25446394085884094},{"text":"So I'm just trying to send myself the money so I can pay for it now, and then that's it. And then I'll find someone else.","start_word":344,"end_word":369,"sentiment":"negative","sentiment_score":-0.4081636071205139},{"text":"Yeah.","start_word":370,"end_word":370,"sentiment":"neutral","sentiment_score":-0.2499159276485443},{"text":"We're really sorry if Ertel did not meet your expectation.","start_word":371,"end_word":380,"sentiment":"negative","sentiment_score":-0.5946717858314514},{"text":"And I'm paying with what's it called? I always pay using BPAY.","start_word":381,"end_word":392,"sentiment":"neutral","sentiment_score":-0.1945338100194931},{"text":"So if I'm making the payment today, I'm canceling it as today. I don't care, like, oh, you guys got it tomorrow, blah blah blah.","start_word":393,"end_word":417,"sentiment":"negative","sentiment_score":-0.34342026710510254},{"text":"The payment day is today. So can you overlook that? Because that's what always happen. I pay on the tenth, and you guys don't get it until a couple days later.","start_word":418,"end_word":448,"sentiment":"neutral","sentiment_score":-0.2436142861843109},{"text":"That's nothing I can do because I pay with prepaid.","start_word":449,"end_word":458,"sentiment":"negative","sentiment_score":-0.4091183543205261},{"text":"Unless you want me to pay over the phone right now so you can finish. What do you prefer? Yeah. I'll just coordinate this one to our accounts department. Is it okay if I put you on hold for a while? It went to what? Sorry. Is it okay if I put you on hold? Let me just confirm this one to our accounts department. Okay. Okay. Hang on. On. Hello, Generosa? Yes. Yes. Thank you for waiting. We'll wait the payment to be settled within this day before Sorry? we proceed with the cancellation. We'll wait for you to settle the payment for the cancellation fee before we proceed with, yeah, canceling Can I the pay service within this day. can I pay over the phone today? Over the phone, are we going to use a card? Yeah. Okay then. Is it okay if I transfer you to Yeah. our accounts department? Okay. Hang on.","start_word":459,"end_word":614,"sentiment":"neutral","sentiment_score":-0.000822153331962629}],"average":{"sentiment":"neutral","sentiment_score":-0.1387832265504649}}}}