{"metadata":{"transaction_key":"deprecated","request_id":"01a0ef81-a46f-76c1-89ae-6377c45889c5","sha256":"321cb906b6daab833ce06e1624173eb4de4e76a77ff9b20d449f4b7df074fc7e","created":"2026-09-29T23:30:48.193Z","duration":722.8079,"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":1472,"output_tokens":51},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1602,"output_tokens":1606},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1602,"output_tokens":135}},"results":{"channels":[{"alternatives":[{"transcript":"Hi, Michael. My name is Mary, and I'm calling from Airtel. I'm just ringing up regarding the payment status in your account or the account balance. Good morning. Good morning, Michael. How are you doing today? I'm doing great as well, and thank you so much for asking. Well, I'm just ringing up as regarding your outstanding balance on your account. Actually, we reattempt to process the payment method on your account. And, however, that payment got declined again. If you have an updated card so that we can on September 26, we tried processing it using the card saved on file. However, the payment did not go through. So sure. Sure. Well, thank you so much for letting us know about it. If you have a payment receipt, we'll be checking on it so that we can update your account. Do you have the payment receipt from your transaction? Yeah. Sure. Thank you so much. Let me know whenever you have it. Just take a screenshot, and I'll provide you the email address where you can send it. I'm sorry. Is there is is there any way that you can type it right now? I'll provide you the email address. Thank you so much. Your outstanding lens is $86.46. September $104.94. However, your invoice is only $86.46. Could you confirm if it's the recipient is Airtel? Well, I can provide you the email address. Just let me know whenever you're ready. I mean, last two days ago, since your card was save on file, we attempt to process the payment. We also attempt to process the payment from the date you committed to settle the payment or to process the payment on our end, but the payment keeps on declining. So before we Sorry. You mean the 100 I mean, the transaction that you're seeing on your end? On our end before, let me check here. Hold on. The payment that I'm showing here is a direct debit. Is there any way that you could access your portal, Michael? Since we're talking about your transaction for account security, I want to make sure that you are also logged in to your account. I'm sorry? Well, we have a website. When you go to our website, airtel.net.au, on the upper right corner, there will be an an option saying my account. Then that's the time that you can check on your documents, details, anything about regarding your account. Do you? Oh, sure. Sure. No worries. If in any once you see your invoices and confirm that the payment hasn't settled yet, you can make the payment online. And if in any case that you confirm that it has been already paid, just ring us back and so that we can also update it on our end. Okay? Do you want me to provide the email address? Do you mean next Monday, October 5? Yeah. Well, yeah, we will take that. We will take note of that. But setting your expectation, it will your October bill will also be sent October 1. So your September invoice and October invoice will, I mean, will be both an outstanding balance on your account. But this October invoice will have a fourteen days before the due date. You mean on Monday? Alright. If if that'll be fine, could I give you a call if in any case or within until Monday if the payment was not successfully posted because we we are we just want to make sure that you will be assisted if you if in any case, you need further assistance. I'm sorry? You mean bank pay? The payment method types can also be found on your account. But just to make sure that you can access your account, can you try logging in to your account so that I can check if in any case that you can log in to it? Thank you. Thank you so much. It's not a mobile number, but your login. I can provide you to your login. It's actually a combination number that's why you might not yeah. But you can reset it anytime. So for your login or username, it's numbers one seven eight four four four eight one seven three one six five. And then for your password? Sorry. May I ask which page are you trying to sign in? By any chance, did you go through our website airtel.net.au? Yes. That's correct, Michael. On the upper right corner, you should be seeing my account. Just click that. 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Michael. My name is Mary, and I'm calling from Airtel. I'm just ringing up regarding the payment status in your account or the account balance. Good morning. Good morning, Michael.\n\nHow are you doing today? I'm doing great as well, and thank you so much for asking. Well, I'm just ringing up as regarding your outstanding balance on your account. Actually, we reattempt to process the payment method on your account. And, however, that payment got declined again.\n\nIf you have an updated card so that we can on September 26, we tried processing it using the card saved on file. However, the payment did not go through. So sure. Sure. Well, thank you so much for letting us know about it.\n\nIf you have a payment receipt, we'll be checking on it so that we can update your account. Do you have the payment receipt from your transaction? Yeah. Sure. Thank you so much.\n\nLet me know whenever you have it. Just take a screenshot, and I'll provide you the email address where you can send it. I'm sorry. Is there is is there any way that you can type it right now? I'll provide you the email address.\n\nThank you so much. Your outstanding lens is $86.46. September $104.94. However, your invoice is only $86.46. Could you confirm if it's the recipient is Airtel?\n\nWell, I can provide you the email address. Just let me know whenever you're ready. I mean, last two days ago, since your card was save on file, we attempt to process the payment. We also attempt to process the payment from the date you committed to settle the payment or to process the payment on our end, but the payment keeps on declining. So before we Sorry.\n\nYou mean the 100 I mean, the transaction that you're seeing on your end? On our end before, let me check here. Hold on. The payment that I'm showing here is a direct debit. Is there any way that you could access your portal, Michael?\n\nSince we're talking about your transaction for account security, I want to make sure that you are also logged in to your account. I'm sorry? Well, we have a website. When you go to our website, airtel.net.au, on the upper right corner, there will be an an option saying my account. Then that's the time that you can check on your documents, details, anything about regarding your account.\n\nDo you? Oh, sure. Sure. No worries. If in any once you see your invoices and confirm that the payment hasn't settled yet, you can make the payment online.\n\nAnd if in any case that you confirm that it has been already paid, just ring us back and so that we can also update it on our end. Okay? Do you want me to provide the email address? Do you mean next Monday, October 5? Yeah.\n\nWell, yeah, we will take that. We will take note of that. But setting your expectation, it will your October bill will also be sent October 1. So your September invoice and October invoice will, I mean, will be both an outstanding balance on your account. But this October invoice will have a fourteen days before the due date.\n\nYou mean on Monday? Alright. If if that'll be fine, could I give you a call if in any case or within until Monday if the payment was not successfully posted because we we are we just want to make sure that you will be assisted if you if in any case, you need further assistance. I'm sorry? You mean bank pay?\n\nThe payment method types can also be found on your account. But just to make sure that you can access your account, can you try logging in to your account so that I can check if in any case that you can log in to it? Thank you. Thank you so much. It's not a mobile number, but your login.\n\nI can provide you to your login. It's actually a combination number that's why you might not yeah. But you can reset it anytime. So for your login or username, it's numbers one seven eight four four four eight one seven three one six five. And then for your password?\n\nSorry. May I ask which page are you trying to sign in? By any chance, did you go through our website airtel.net.au? Yes. That's correct, Michael.\n\nOn the upper right corner, you should be seeing my account. Just click that. You'll be are supposed to route to a login page.","paragraphs":[{"sentences":[{"text":"Hi, Michael.","start":6.0,"end":6.7999997,"sentiment":"neutral","sentiment_score":0.028636840172111988},{"text":"My name is Mary, and I'm calling from Airtel.","start":6.7999997,"end":9.38,"sentiment":"neutral","sentiment_score":0.03334904441403018},{"text":"I'm just ringing up regarding the payment status in your account or the account balance.","start":9.44,"end":14.66,"sentiment":"neutral","sentiment_score":0.021460907782117525},{"text":"Good morning.","start":16.605,"end":17.265,"sentiment":"neutral","sentiment_score":0.32166798412799835},{"text":"Good morning, Michael.","start":17.325,"end":18.205,"sentiment":"positive","sentiment_score":0.4606923758983612}],"sentiment":"neutral","sentiment_score":0.08724973525010771,"num_words":31,"start":6.0,"end":18.205},{"sentences":[{"text":"How are you doing today?","start":18.205,"end":19.425,"sentiment":"positive","sentiment_score":0.42999576926231386},{"text":"I'm doing great as well, and thank you so much for asking.","start":22.125,"end":25.185001,"sentiment":"positive","sentiment_score":0.7057012865940729},{"text":"Well, I'm just ringing up as regarding your outstanding balance on your account.","start":25.325,"end":29.48,"sentiment":"neutral","sentiment_score":-0.028287010410657294},{"text":"Actually, we reattempt to process the payment method on your account.","start":29.48,"end":34.54,"sentiment":"neutral","sentiment_score":-0.1829076111316681},{"text":"And, however, that payment got declined again.","start":35.0,"end":38.62,"sentiment":"negative","sentiment_score":-0.3759180520262037}],"sentiment":"neutral","sentiment_score":0.11681777215562761,"num_words":48,"start":18.205,"end":38.62},{"sentences":[{"text":"If you have an updated card so that we can on September 26, we tried processing it using the card saved on file.","start":39.0,"end":50.574997,"sentiment":"neutral","sentiment_score":-0.1170744740444681},{"text":"However, the payment did not go through.","start":50.574997,"end":52.835,"sentiment":"negative","sentiment_score":-0.3443853684834072},{"text":"So sure.","start":54.254997,"end":62.58,"sentiment":"neutral","sentiment_score":-0.12283412367105484},{"text":"Sure.","start":62.72,"end":62.96,"sentiment":"neutral","sentiment_score":0.07359617203474045},{"text":"Well, thank you so much for letting us know about it.","start":62.96,"end":65.36,"sentiment":"positive","sentiment_score":0.3997072631662542}],"sentiment":"neutral","sentiment_score":-0.01997051506557248,"num_words":44,"start":39.0,"end":65.36},{"sentences":[{"text":"If you have a payment receipt, we'll be checking on it so that we can update your account.","start":65.36,"end":70.98,"sentiment":"neutral","sentiment_score":0.1686077109641499},{"text":"Do you have the payment receipt from your transaction?","start":81.175,"end":83.275,"sentiment":"neutral","sentiment_score":0.0066598086721367305},{"text":"Yeah.","start":94.59,"end":94.909996,"sentiment":"neutral","sentiment_score":0.044470954686403275},{"text":"Sure.","start":94.909996,"end":95.15,"sentiment":"neutral","sentiment_score":0.11247460544109344},{"text":"Thank you so much.","start":95.15,"end":96.369995,"sentiment":"neutral","sentiment_score":0.31337209790945053}],"sentiment":"neutral","sentiment_score":0.13652457658088568,"num_words":33,"start":65.36,"end":96.369995},{"sentences":[{"text":"Let me know whenever you have it.","start":97.185,"end":98.704994,"sentiment":"neutral","sentiment_score":0.16003232449293137},{"text":"Just take a screenshot, and I'll provide you the email address where you can send it.","start":98.704994,"end":102.965,"sentiment":"neutral","sentiment_score":0.09195112157613039},{"text":"I'm sorry.","start":142.81,"end":143.55,"sentiment":"neutral","sentiment_score":-0.07671765983104706},{"text":"Is there is is there any way that you can type it right now?","start":143.93001,"end":147.29001,"sentiment":"neutral","sentiment_score":-0.047647601392652304},{"text":"I'll provide you the email address.","start":147.29001,"end":148.875,"sentiment":"neutral","sentiment_score":0.02171281569947799}],"sentiment":"neutral","sentiment_score":0.04224931937124994,"num_words":45,"start":97.185,"end":148.875},{"sentences":[{"text":"Thank you so much.","start":152.315,"end":153.535,"sentiment":"positive","sentiment_score":0.7432937324047089},{"text":"Your outstanding lens is $86.46.","start":175.37,"end":182.285,"sentiment":"neutral","sentiment_score":0.06994514390826226},{"text":"September $104.94.","start":188.66501,"end":200.32,"sentiment":"neutral","sentiment_score":0.011439116206020117},{"text":"However, your invoice is only $86.46.","start":200.32,"end":204.64,"sentiment":"neutral","sentiment_score":-0.03382346065094074},{"text":"Could you confirm if it's the recipient is Airtel?","start":204.64,"end":208.625,"sentiment":"neutral","sentiment_score":0.007538206390260409}],"sentiment":"neutral","sentiment_score":0.123487768276111,"num_words":26,"start":152.315,"end":208.625},{"sentences":[{"text":"Well, I can provide you the email address.","start":223.34,"end":225.52,"sentiment":"neutral","sentiment_score":0.055300591979175806},{"text":"Just let me know whenever you're ready.","start":227.02,"end":228.95999,"sentiment":"neutral","sentiment_score":0.08566992729902267},{"text":"I mean, last two days ago, since your card was save on file, we attempt to process the payment.","start":263.73502,"end":269.89502,"sentiment":"neutral","sentiment_score":-0.23129327359952426},{"text":"We also attempt to process the payment from the date you committed to settle the payment or to process the payment on our end, but the payment keeps on declining.","start":269.89502,"end":279.21,"sentiment":"neutral","sentiment_score":-0.2852299839258194},{"text":"So before we Sorry.","start":279.35,"end":289.20502,"sentiment":"neutral","sentiment_score":-0.12133049219846725}],"sentiment":"neutral","sentiment_score":-0.1822749920298948,"num_words":68,"start":223.34,"end":289.20502},{"sentences":[{"text":"You mean the 100 I mean, the transaction that you're seeing on your end?","start":289.20502,"end":293.46503,"sentiment":"neutral","sentiment_score":-0.1001063846051693},{"text":"On our end before, let me check here.","start":299.79,"end":302.29,"sentiment":"neutral","sentiment_score":-0.08381028566509485},{"text":"Hold on.","start":302.43,"end":303.25,"sentiment":"neutral","sentiment_score":-0.09016429260373116},{"text":"The payment that I'm showing here is a direct debit.","start":310.35,"end":312.795,"sentiment":"neutral","sentiment_score":-0.14309495091438293},{"text":"Is there any way that you could access your portal, Michael?","start":326.78,"end":329.52002,"sentiment":"neutral","sentiment_score":-0.04422320340844718}],"sentiment":"neutral","sentiment_score":-0.09266011114749644,"num_words":45,"start":289.20502,"end":329.52002},{"sentences":[{"text":"Since we're talking about your transaction for account security, I want to make sure that you are also logged in to your account.","start":329.58002,"end":338.72,"sentiment":"neutral","sentiment_score":-0.09329688516647919},{"text":"I'm sorry?","start":346.245,"end":346.985,"sentiment":"neutral","sentiment_score":-0.055042363703250885},{"text":"Well, we have a website.","start":353.205,"end":354.985,"sentiment":"neutral","sentiment_score":0.08431868702173233},{"text":"When you go to our website, airtel.net.au, on the upper right corner, there will be an an option saying my account.","start":355.34998,"end":367.44998,"sentiment":"neutral","sentiment_score":0.09650647533791405},{"text":"Then that's the time that you can check on your documents, details, anything about regarding your account.","start":367.50998,"end":374.565,"sentiment":"neutral","sentiment_score":0.108042411506176}],"sentiment":"neutral","sentiment_score":0.029838784214328316,"num_words":68,"start":329.58002,"end":374.565},{"sentences":[{"text":"Do you?","start":381.665,"end":382.405,"sentiment":"neutral","sentiment_score":0.06249016523361206},{"text":"Oh, sure.","start":383.96002,"end":384.44,"sentiment":"neutral","sentiment_score":0.1769777238368988},{"text":"Sure.","start":384.44,"end":384.68002,"sentiment":"neutral","sentiment_score":0.27531054615974426},{"text":"No worries.","start":384.68002,"end":385.08002,"sentiment":"neutral","sentiment_score":0.3247985541820526},{"text":"If in any once you see your invoices and confirm that the payment hasn't settled yet, you can make the payment online.","start":385.08002,"end":394.94,"sentiment":"neutral","sentiment_score":0.23293278230862183}],"sentiment":"neutral","sentiment_score":0.225116022188088,"num_words":29,"start":381.665,"end":394.94},{"sentences":[{"text":"And if in any case that you confirm that it has been already paid, just ring us back and so that we can also update it on our end.","start":395.24002,"end":402.745,"sentiment":"neutral","sentiment_score":0.15684140653445802},{"text":"Okay?","start":402.745,"end":403.245,"sentiment":"neutral","sentiment_score":0.09891460835933684},{"text":"Do you want me to provide the email address?","start":403.54498,"end":405.645,"sentiment":"neutral","sentiment_score":0.0077200111829572255},{"text":"Do you mean next Monday, October 5?","start":413.96002,"end":416.7,"sentiment":"neutral","sentiment_score":-0.015349614566990308},{"text":"Yeah.","start":418.6,"end":419.0,"sentiment":"neutral","sentiment_score":0.16788038611412048}],"sentiment":"neutral","sentiment_score":0.10164316133298773,"num_words":47,"start":395.24002,"end":419.0},{"sentences":[{"text":"Well, yeah, we will take that.","start":419.0,"end":421.5,"sentiment":"neutral","sentiment_score":0.25266628215710324},{"text":"We will take note of that.","start":421.88,"end":423.34003,"sentiment":"neutral","sentiment_score":0.2261612912019094},{"text":"But setting your expectation, it will your October bill will also be sent October 1.","start":423.88,"end":431.365,"sentiment":"neutral","sentiment_score":0.10258928686380386},{"text":"So your September invoice and October invoice will, I mean, will be both an outstanding balance on your account.","start":431.365,"end":441.045,"sentiment":"neutral","sentiment_score":0.03894787164110886},{"text":"But this October invoice will have a fourteen days before the due date.","start":441.045,"end":446.80002,"sentiment":"neutral","sentiment_score":-0.13910660434227723}],"sentiment":"neutral","sentiment_score":0.05666827877699319,"num_words":59,"start":419.0,"end":446.80002},{"sentences":[{"text":"You mean on Monday?","start":452.46002,"end":453.6,"sentiment":"neutral","sentiment_score":0.016828582622110844},{"text":"Alright.","start":453.74002,"end":454.24002,"sentiment":"neutral","sentiment_score":0.09682852029800416},{"text":"If if that'll be fine, could I give you a call if in any case or within until Monday if the payment was not successfully posted because we we are we just want to make sure that you will be assisted if you if in any case, you need further assistance.","start":455.26,"end":481.04,"sentiment":"neutral","sentiment_score":0.07372461949639461},{"text":"I'm sorry?","start":491.355,"end":492.015,"sentiment":"neutral","sentiment_score":-0.0029160644044168293},{"text":"You mean bank pay?","start":496.475,"end":498.015,"sentiment":"neutral","sentiment_score":0.0073910492938011885}],"sentiment":"neutral","sentiment_score":0.063674685701112,"num_words":62,"start":452.46002,"end":498.015},{"sentences":[{"text":"The payment method types can also be found on your account.","start":503.62997,"end":508.43,"sentiment":"neutral","sentiment_score":0.09643768925558437},{"text":"But just to make sure that you can access your account, can you try logging in to your account so that I can check if in any case that you can log in to it?","start":508.43,"end":517.525,"sentiment":"neutral","sentiment_score":0.058259122180087226},{"text":"Thank you.","start":519.105,"end":520.005,"sentiment":"neutral","sentiment_score":0.1308436021208763},{"text":"Thank you so much.","start":526.785,"end":527.85,"sentiment":"positive","sentiment_score":0.37772659957408905},{"text":"It's not a mobile number, but your login.","start":593.105,"end":596.165,"sentiment":"neutral","sentiment_score":-0.20575999096035957}],"sentiment":"neutral","sentiment_score":0.05377329221616189,"num_words":60,"start":503.62997,"end":596.165},{"sentences":[{"text":"I can provide you to your login.","start":596.865,"end":599.285,"sentiment":"neutral","sentiment_score":-0.07363398373126984},{"text":"It's actually a combination number that's why you might not yeah.","start":599.745,"end":605.425,"sentiment":"neutral","sentiment_score":-0.09721347012303093},{"text":"But you can reset it anytime.","start":605.425,"end":607.665,"sentiment":"neutral","sentiment_score":0.01360262744128704},{"text":"So for your login or username, it's numbers one seven eight four four four eight one seven three one six five.","start":607.665,"end":643.17004,"sentiment":"neutral","sentiment_score":0.0015641791784825425},{"text":"And then for your password?","start":645.63,"end":647.41003,"sentiment":"neutral","sentiment_score":-0.008652625232934951}],"sentiment":"neutral","sentiment_score":-0.03027171312482096,"num_words":50,"start":596.865,"end":647.41003},{"sentences":[{"text":"Sorry.","start":653.415,"end":653.915,"sentiment":"neutral","sentiment_score":-0.05069325864315033},{"text":"May I ask which page are you trying to sign in?","start":654.21497,"end":661.675,"sentiment":"neutral","sentiment_score":-0.04121103256263516},{"text":"By any chance, did you go through our website airtel.net.au?","start":662.13495,"end":666.33,"sentiment":"neutral","sentiment_score":-0.0010449937544763088},{"text":"Yes.","start":676.25,"end":676.73004,"sentiment":"neutral","sentiment_score":0.010060715489089487},{"text":"That's correct, Michael.","start":676.73004,"end":677.95,"sentiment":"neutral","sentiment_score":0.14280282954374948}],"sentiment":"neutral","sentiment_score":-0.0029228980867908563,"num_words":26,"start":653.415,"end":677.95},{"sentences":[{"text":"On the upper right corner, you should be seeing my account.","start":698.55,"end":701.75,"sentiment":"neutral","sentiment_score":0.06368380158462307},{"text":"Just click that.","start":701.75,"end":702.81,"sentiment":"neutral","sentiment_score":0.051113865027825035},{"text":"You'll be are supposed to route to a login page.","start":709.60504,"end":714.98505,"sentiment":"neutral","sentiment_score":0.019484702311456204}],"sentiment":"neutral","sentiment_score":0.04369626815120379,"num_words":24,"start":698.55,"end":714.98505}]}}]},{"alternatives":[{"transcript":"Hi. If you record your name and reason for calling, I'll see if this person is available. Hello? Yeah. Good. Thanks. Yourself? Didn't apply that last week. I paid one, like, last week when I got paid. I'm just trying to look at the date now. But yep. Yep. Yeah. It was oh, yeah. It was the twenty something of September. Now I can go into my bank and get it. Can you just give me a minute? Yep. Yep. Just give me two secs. And it's a bank. Yeah. I'm gonna have to go right through my bank. Can you text me the email so I can forward it to you? Or Yeah. Well, give me another minute then. Yeah. Yeah. What is a $109.34. Say, on the September 24, I paid $104.94. Yeah. Yeah. I'll have a look. He can't give me the email now? Yeah. I'll get it. So one of them has bounced back to my account. So when's the last time you're saying I paid the bill? Yeah. But don't worry about the attempt. When did I actually pay one? No. Like, have I paid the bill on your end before? Yeah. And when was that? How do I get the Airtel? Like, is there an app for you guys? Is there, like, an app for you that I can keep track of all this? Yep. Yep. Yep. Let me do that, and I'll ring you back. Yep. Yep. Yep. Yep. Either way, I get paid this Monday coming, so whatever's outstanding, I can pay it then. Yep. Yes. Yep. Yep. Yep. That's what I'll I'll pay them both on Monday. Yeah. Yep. Yep. Yep. Does do you have, like, a a CenterPay? I can set up CenterPay so it goes straight to use? Or have you heard of Center Pay? Yeah. It's alright. I'll call it. Yeah. Yeah. I'm trying to log in now. No. You're Why is it not coming up with a valid mobile number? This is stupid. Oh, yeah? Yep. Yep. Yep. Yep. Yep. Yep. Yep. Yep. Yep. Yep. Right. Now look, place enter a valid mobile number. Yes. Yeah. Hang on. It's tel.net.au. .Au. Yeah. Now where do I log in here? It's hot. Stupid. 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If you record your name and reason for calling, I'll see if this person is available. Hello? Yeah. Good.\n\nThanks. Yourself? Didn't apply that last week. I paid one, like, last week when I got paid. I'm just trying to look at the date now.\n\nBut yep. Yep. Yeah. It was oh, yeah. It was the twenty something of September.\n\nNow I can go into my bank and get it. Can you just give me a minute? Yep. Yep. Just give me two secs.\n\nAnd it's a bank. Yeah. I'm gonna have to go right through my bank. Can you text me the email so I can forward it to you? Or Yeah.\n\nWell, give me another minute then. Yeah. Yeah. What is a $109.34. Say, on the September 24, I paid $104.94.\n\nYeah. Yeah. I'll have a look. He can't give me the email now? Yeah.\n\nI'll get it. So one of them has bounced back to my account. So when's the last time you're saying I paid the bill? Yeah. But don't worry about the attempt.\n\nWhen did I actually pay one? No. Like, have I paid the bill on your end before? Yeah. And when was that?\n\nHow do I get the Airtel? Like, is there an app for you guys? Is there, like, an app for you that I can keep track of all this? Yep. Yep.\n\nYep. Let me do that, and I'll ring you back. Yep. Yep. Yep.\n\nYep. Either way, I get paid this Monday coming, so whatever's outstanding, I can pay it then. Yep. Yes. Yep.\n\nYep. Yep. That's what I'll I'll pay them both on Monday. Yeah. Yep.\n\nYep. Yep. Does do you have, like, a a CenterPay? I can set up CenterPay so it goes straight to use? Or have you heard of Center Pay?\n\nYeah. It's alright. I'll call it. Yeah. Yeah.\n\nI'm trying to log in now. No. You're Why is it not coming up with a valid mobile number? This is stupid. Oh, yeah?\n\nYep. Yep. Yep. Yep. Yep.\n\nYep. Yep. Yep. Yep. Yep.\n\nRight. Now look, place enter a valid mobile number. Yes. Yeah. Hang on.\n\nIt's tel.net.au. .Au. Yeah. Now where do I log in here? It's hot.\n\nStupid. This is still my head.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.16,"end":0.48,"sentiment":"neutral","sentiment_score":0.02580488845705986},{"text":"If you record your name and reason for calling, I'll see if this person is available.","start":0.48,"end":4.9,"sentiment":"neutral","sentiment_score":0.013394611130934209},{"text":"Hello?","start":15.995001,"end":16.495,"sentiment":"neutral","sentiment_score":0.07845407724380493},{"text":"Yeah.","start":19.675,"end":19.915,"sentiment":"neutral","sentiment_score":0.25875329971313477},{"text":"Good.","start":19.915,"end":20.235,"sentiment":"positive","sentiment_score":0.4588119387626648}],"sentiment":"neutral","sentiment_score":0.051806899113580586,"num_words":20,"start":0.16,"end":20.235},{"sentences":[{"text":"Thanks.","start":20.235,"end":20.555,"sentiment":"positive","sentiment_score":0.5498591065406799},{"text":"Yourself?","start":20.555,"end":21.055,"sentiment":"positive","sentiment_score":0.384673535823822},{"text":"Didn't apply that last week.","start":42.23,"end":44.01,"sentiment":"neutral","sentiment_score":-0.1717250883579254},{"text":"I paid one, like, last week when I got paid.","start":54.585,"end":59.0,"sentiment":"neutral","sentiment_score":-0.1965088054537773},{"text":"I'm just trying to look at the date now.","start":59.22,"end":61.32,"sentiment":"neutral","sentiment_score":-0.17165734039412606}],"sentiment":"neutral","sentiment_score":-0.1320806506734628,"num_words":26,"start":20.235,"end":61.32},{"sentences":[{"text":"But yep.","start":61.38,"end":71.62,"sentiment":"neutral","sentiment_score":-0.03094103652983904},{"text":"Yep.","start":71.62,"end":72.12,"sentiment":"neutral","sentiment_score":0.03571738302707672},{"text":"Yeah.","start":72.375,"end":72.495,"sentiment":"neutral","sentiment_score":0.03684696927666664},{"text":"It was oh, yeah.","start":72.495,"end":75.895004,"sentiment":"neutral","sentiment_score":0.015538556035608053},{"text":"It was the twenty something of September.","start":75.895004,"end":78.795,"sentiment":"neutral","sentiment_score":0.010996661548103605}],"sentiment":"neutral","sentiment_score":0.009987542281548183,"num_words":15,"start":61.38,"end":78.795},{"sentences":[{"text":"Now I can go into my bank and get it.","start":85.015,"end":87.755005,"sentiment":"neutral","sentiment_score":-0.009782046638429165},{"text":"Can you just give me a minute?","start":92.11,"end":93.65,"sentiment":"neutral","sentiment_score":0.0038164082382406506},{"text":"Yep.","start":101.95,"end":102.45,"sentiment":"neutral","sentiment_score":0.0843496322631836},{"text":"Yep.","start":103.825,"end":104.325,"sentiment":"neutral","sentiment_score":0.006566332187503576},{"text":"Just give me two secs.","start":104.384995,"end":105.845,"sentiment":"neutral","sentiment_score":-0.03270836994051933}],"sentiment":"neutral","sentiment_score":-0.005988812248688191,"num_words":24,"start":85.015,"end":105.845},{"sentences":[{"text":"And it's a bank.","start":110.704994,"end":112.085,"sentiment":"neutral","sentiment_score":-0.051379164680838585},{"text":"Yeah.","start":133.745,"end":133.985,"sentiment":"neutral","sentiment_score":-0.11017665266990662},{"text":"I'm gonna have to go right through my bank.","start":133.985,"end":136.325,"sentiment":"neutral","sentiment_score":-0.1778525420361095},{"text":"Can you text me the email so I can forward it to you?","start":136.385,"end":140.465,"sentiment":"neutral","sentiment_score":0.008943682608123008},{"text":"Or Yeah.","start":140.465,"end":149.83,"sentiment":"neutral","sentiment_score":0.03107895888388157}],"sentiment":"neutral","sentiment_score":-0.05992897924292704,"num_words":29,"start":110.704994,"end":149.83},{"sentences":[{"text":"Well, give me another minute then.","start":149.83,"end":151.76999,"sentiment":"neutral","sentiment_score":0.17071989675362906},{"text":"Yeah.","start":161.26999,"end":161.67,"sentiment":"neutral","sentiment_score":0.17455703020095825},{"text":"Yeah.","start":161.67,"end":161.90999,"sentiment":"neutral","sentiment_score":0.086228147149086},{"text":"What is a $109.34.","start":161.90999,"end":167.835,"sentiment":"neutral","sentiment_score":0.03920572530478239},{"text":"Say, on the September 24, I paid $104.94.","start":183.67,"end":191.045,"sentiment":"neutral","sentiment_score":0.016143902204930782}],"sentiment":"neutral","sentiment_score":0.07855393383651972,"num_words":20,"start":149.83,"end":191.045},{"sentences":[{"text":"Yeah.","start":197.665,"end":198.165,"sentiment":"neutral","sentiment_score":0.010244320146739485},{"text":"Yeah.","start":209.28,"end":209.68,"sentiment":"neutral","sentiment_score":-0.0023809242993593216},{"text":"I'll have a look.","start":209.68,"end":210.73999,"sentiment":"neutral","sentiment_score":-0.018708182033151388},{"text":"He can't give me the email now?","start":220.255,"end":222.595,"sentiment":"neutral","sentiment_score":-0.11620091327599116},{"text":"Yeah.","start":237.385,"end":237.705,"sentiment":"neutral","sentiment_score":0.021346408873796463}],"sentiment":"neutral","sentiment_score":-0.061359236881669076,"num_words":14,"start":197.665,"end":237.705},{"sentences":[{"text":"I'll get it.","start":237.705,"end":238.345,"sentiment":"neutral","sentiment_score":0.009512821212410927},{"text":"So one of them has bounced back to my account.","start":238.345,"end":241.565,"sentiment":"negative","sentiment_score":-0.39454467296600343},{"text":"So when's the last time you're saying I paid the bill?","start":256.82,"end":260.04,"sentiment":"neutral","sentiment_score":-0.20969242399389093},{"text":"Yeah.","start":279.4,"end":279.72,"sentiment":"neutral","sentiment_score":-0.08702197670936584},{"text":"But don't worry about the attempt.","start":279.72,"end":281.5,"sentiment":"neutral","sentiment_score":-0.1194705069065094}],"sentiment":"neutral","sentiment_score":-0.22668935316464595,"num_words":31,"start":237.705,"end":281.5},{"sentences":[{"text":"When did I actually pay one?","start":281.56,"end":283.58,"sentiment":"neutral","sentiment_score":-0.08892084906498592},{"text":"No.","start":293.86502,"end":294.265,"sentiment":"neutral","sentiment_score":-0.17135024070739746},{"text":"Like, have I paid the bill on your end before?","start":294.265,"end":297.965,"sentiment":"neutral","sentiment_score":-0.14077911525964737},{"text":"Yeah.","start":314.21002,"end":314.71002,"sentiment":"neutral","sentiment_score":-0.045831046998500824},{"text":"And when was that?","start":314.77002,"end":316.31,"sentiment":"neutral","sentiment_score":-0.0461602583527565}],"sentiment":"neutral","sentiment_score":-0.1065062985501506,"num_words":22,"start":281.56,"end":316.31},{"sentences":[{"text":"How do I get the Airtel?","start":340.56,"end":342.58002,"sentiment":"neutral","sentiment_score":-0.06108376942574978},{"text":"Like, is there an app for you guys?","start":342.88,"end":344.98,"sentiment":"neutral","sentiment_score":0.026993369916453958},{"text":"Is there, like, an app for you that I can keep track of all this?","start":347.445,"end":352.10498,"sentiment":"neutral","sentiment_score":0.06845490237077077},{"text":"Yep.","start":365.73,"end":366.23,"sentiment":"neutral","sentiment_score":0.07579924911260605},{"text":"Yep.","start":375.215,"end":375.375,"sentiment":"neutral","sentiment_score":0.15210340917110443}],"sentiment":"neutral","sentiment_score":0.035618404407174356,"num_words":31,"start":340.56,"end":375.375},{"sentences":[{"text":"Yep.","start":375.375,"end":375.875,"sentiment":"neutral","sentiment_score":0.18594619631767273},{"text":"Let me do that, and I'll ring you back.","start":376.815,"end":379.155,"sentiment":"neutral","sentiment_score":0.13908029802971417},{"text":"Yep.","start":395.12,"end":395.43997,"sentiment":"neutral","sentiment_score":0.26470595598220825},{"text":"Yep.","start":395.43997,"end":395.93997,"sentiment":"neutral","sentiment_score":0.2335803508758545},{"text":"Yep.","start":399.28,"end":399.78,"sentiment":"neutral","sentiment_score":0.1468386948108673}],"sentiment":"neutral","sentiment_score":0.16021491386569464,"num_words":13,"start":375.375,"end":399.78},{"sentences":[{"text":"Yep.","start":403.36,"end":403.86,"sentiment":"neutral","sentiment_score":0.07219190150499344},{"text":"Either way, I get paid this Monday coming, so whatever's outstanding, I can pay it then.","start":404.615,"end":411.115,"sentiment":"neutral","sentiment_score":0.04530624847393483},{"text":"Yep.","start":417.255,"end":417.755,"sentiment":"neutral","sentiment_score":0.1211155280470848},{"text":"Yes.","start":423.87,"end":424.37,"sentiment":"neutral","sentiment_score":0.23955564200878143},{"text":"Yep.","start":441.61502,"end":442.11502,"sentiment":"neutral","sentiment_score":-0.03297102078795433}],"sentiment":"neutral","sentiment_score":0.05623960131779313,"num_words":20,"start":403.36,"end":442.11502},{"sentences":[{"text":"Yep.","start":447.16,"end":447.4,"sentiment":"neutral","sentiment_score":0.09898149967193604},{"text":"Yep.","start":447.4,"end":447.9,"sentiment":"neutral","sentiment_score":0.15164180099964142},{"text":"That's what I'll I'll pay them both on Monday.","start":448.28,"end":451.02,"sentiment":"neutral","sentiment_score":0.1337188623017735},{"text":"Yeah.","start":453.96,"end":454.46,"sentiment":"neutral","sentiment_score":-0.0769248828291893},{"text":"Yep.","start":479.84,"end":480.34,"sentiment":"neutral","sentiment_score":0.03016817383468151}],"sentiment":"neutral","sentiment_score":0.10825664249177162,"num_words":13,"start":447.16,"end":480.34},{"sentences":[{"text":"Yep.","start":481.36002,"end":481.68,"sentiment":"neutral","sentiment_score":0.04535764455795288},{"text":"Yep.","start":481.68,"end":482.18,"sentiment":"neutral","sentiment_score":0.04203677177429199},{"text":"Does do you have, like, a a CenterPay?","start":482.48,"end":486.58002,"sentiment":"neutral","sentiment_score":0.04247318021953106},{"text":"I can set up CenterPay so it goes straight to use?","start":486.8,"end":489.92,"sentiment":"neutral","sentiment_score":0.07878521728244695},{"text":"Or have you heard of Center Pay?","start":489.92,"end":494.725,"sentiment":"neutral","sentiment_score":0.004191159137657711}],"sentiment":"neutral","sentiment_score":0.047255548648536205,"num_words":28,"start":481.36002,"end":494.725},{"sentences":[{"text":"Yeah.","start":498.945,"end":499.26498,"sentiment":"neutral","sentiment_score":0.06691287457942963},{"text":"It's alright.","start":499.26498,"end":499.82498,"sentiment":"neutral","sentiment_score":0.12332941219210625},{"text":"I'll call it.","start":499.82498,"end":501.125,"sentiment":"neutral","sentiment_score":0.1280792554219564},{"text":"Yeah.","start":517.11,"end":517.61,"sentiment":"neutral","sentiment_score":0.03448515012860298},{"text":"Yeah.","start":517.67,"end":518.17,"sentiment":"neutral","sentiment_score":0.0494355708360672}],"sentiment":"neutral","sentiment_score":0.09771627327427268,"num_words":8,"start":498.945,"end":518.17},{"sentences":[{"text":"I'm trying to log in now.","start":518.39,"end":520.17,"sentiment":"neutral","sentiment_score":0.11292687555154164},{"text":"No.","start":528.445,"end":528.685,"sentiment":"neutral","sentiment_score":-0.07522538304328918},{"text":"You're Why is it not coming up with a valid mobile number?","start":528.685,"end":590.40497,"sentiment":"neutral","sentiment_score":-0.16022736268738905},{"text":"This is stupid.","start":590.785,"end":591.845,"sentiment":"negative","sentiment_score":-0.4991217454274495},{"text":"Oh, yeah?","start":603.84,"end":604.5,"sentiment":"neutral","sentiment_score":-0.05051260255277157}],"sentiment":"neutral","sentiment_score":-0.12161595514044166,"num_words":24,"start":518.39,"end":604.5},{"sentences":[{"text":"Yep.","start":612.895,"end":613.395,"sentiment":"neutral","sentiment_score":-0.0017191283404827118},{"text":"Yep.","start":615.375,"end":615.875,"sentiment":"neutral","sentiment_score":-0.00481957383453846},{"text":"Yep.","start":617.775,"end":618.275,"sentiment":"neutral","sentiment_score":-0.003476180601865053},{"text":"Yep.","start":620.41,"end":620.91,"sentiment":"neutral","sentiment_score":-0.004113121423870325},{"text":"Yep.","start":622.81,"end":623.31,"sentiment":"neutral","sentiment_score":-0.00299264770001173}],"sentiment":"neutral","sentiment_score":-0.003424130380153656,"num_words":5,"start":612.895,"end":623.31},{"sentences":[{"text":"Yep.","start":625.37,"end":625.87,"sentiment":"neutral","sentiment_score":-0.0018015287350863216},{"text":"Yep.","start":628.17,"end":628.67,"sentiment":"neutral","sentiment_score":-0.0011983526637777686},{"text":"Yep.","start":632.89,"end":633.39,"sentiment":"neutral","sentiment_score":-0.00012474818504415452},{"text":"Yep.","start":636.365,"end":636.865,"sentiment":"neutral","sentiment_score":0.0013803628971800208},{"text":"Yep.","start":638.76495,"end":639.26495,"sentiment":"neutral","sentiment_score":-0.0005719363689422607}],"sentiment":"neutral","sentiment_score":-0.00046324061113409696,"num_words":5,"start":625.37,"end":639.26495},{"sentences":[{"text":"Right.","start":645.165,"end":645.665,"sentiment":"neutral","sentiment_score":0.007411777041852474},{"text":"Now look, place enter a valid mobile number.","start":648.06,"end":651.36,"sentiment":"neutral","sentiment_score":-0.017219589673914015},{"text":"Yes.","start":662.54,"end":663.04,"sentiment":"neutral","sentiment_score":0.014332777820527554},{"text":"Yeah.","start":663.045,"end":663.545,"sentiment":"neutral","sentiment_score":0.005538812838494778},{"text":"Hang on.","start":668.325,"end":668.805,"sentiment":"neutral","sentiment_score":-0.015076462645083666}],"sentiment":"neutral","sentiment_score":-0.010817405767738819,"num_words":13,"start":645.165,"end":668.805},{"sentences":[{"text":"It's tel.net.au.","start":668.805,"end":675.70496,"sentiment":"neutral","sentiment_score":-0.003958971123211086},{"text":".Au.","start":680.02,"end":686.84,"sentiment":"neutral","sentiment_score":0.02019278146326542},{"text":"Yeah.","start":687.3,"end":687.8,"sentiment":"neutral","sentiment_score":0.04487210512161255},{"text":"Now where do I log in here?","start":694.675,"end":696.615,"sentiment":"neutral","sentiment_score":-0.004813870947275843},{"text":"It's hot.","start":718.39294,"end":718.79297,"sentiment":"negative","sentiment_score":-0.48624351620674133}],"sentiment":"neutral","sentiment_score":-0.07300286036199675,"num_words":13,"start":668.805,"end":718.79297},{"sentences":[{"text":"Stupid.","start":718.79297,"end":719.29297,"sentiment":"negative","sentiment_score":-0.8825669288635254},{"text":"This is still my head.","start":721.35297,"end":722.8079,"sentiment":"negative","sentiment_score":-0.7245351493358612}],"sentiment":"negative","sentiment_score":-0.7508737792571386,"num_words":6,"start":718.79297,"end":722.8079}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hi. If you record your name and reason for calling, I'll see if this person is available.\n\nChannel 0: Hi, Michael. My name is Mary, and I'm calling from Airtel. I'm just ringing up regarding the payment status in your account or the account balance.\n\nChannel 1: Hello?\n\nChannel 0: Good morning. Good morning, Michael. How are you doing today?\n\nChannel 1: Yeah. Good. Thanks. Yourself?\n\nChannel 0: I'm doing great as well, and thank you so much for asking. Well, I'm just ringing up as regarding your outstanding balance on your account. Actually, we reattempt to process the payment method on your account. And, however, that payment got declined again. If you have an updated card so that\n\nChannel 1: Didn't apply\n\nChannel 0: we can\n\nChannel 1: that last week.\n\nChannel 0: on September 26, we tried processing it using the card saved on file. However, the payment did not go through. So\n\nChannel 1: I paid one, like, last week when I got paid. I'm just trying to look at the date now. But\n\nChannel 0: sure. Sure. Well, thank you so much for letting us know about it. If you have a payment receipt, we'll be checking on it so that we can update your account.\n\nChannel 1: yep. Yep. Yeah. It was oh, yeah. It was the twenty something of September.\n\nChannel 0: Do you have the payment receipt from your transaction?\n\nChannel 1: Now I can go into my bank and get it. Can you just give me a minute?\n\nChannel 0: Yeah. Sure. Thank you so much. Let me know whenever you have it. Just take a screenshot, and I'll provide you the email address where you\n\nChannel 1: Yep.\n\nChannel 0: can send it.\n\nChannel 1: Yep. Just give me two secs. And it's a bank. Yeah. I'm gonna have to go right through my bank.\n\nCan you text me the email so I can forward it to you? Or\n\nChannel 0: I'm sorry. Is there is is there any way that you can type it right now? I'll provide you the email address.\n\nChannel 1: Yeah. Well, give me another minute then.\n\nChannel 0: Thank you so much.\n\nChannel 1: Yeah. Yeah. What is a $109.34.\n\nChannel 0: Your outstanding lens is $86.46.\n\nChannel 1: Say, on the September 24, I paid\n\nChannel 0: September\n\nChannel 1: $104.94.\n\nChannel 0: $104.94.\n\nChannel 1: Yeah.\n\nChannel 0: However, your invoice is only $86.46. Could you confirm if it's the recipient is Airtel?\n\nChannel 1: Yeah. I'll have a look. He can't give me the email now?\n\nChannel 0: Well, I can provide you the email address. Just let me know whenever you're ready.\n\nChannel 1: Yeah. I'll get it. So one of them has bounced back to my account. So when's the last time you're saying I paid the bill?\n\nChannel 0: I mean, last two days ago, since your card was save on file, we attempt to process the payment. We also attempt to process the payment from the date you committed to settle the payment or to process the payment on our end, but the payment keeps on declining. So\n\nChannel 1: Yeah. But\n\nChannel 0: before\n\nChannel 1: don't worry\n\nChannel 0: we\n\nChannel 1: about the attempt. When did I actually pay one?\n\nChannel 0: Sorry. You mean the 100 I mean, the transaction that you're seeing on your end?\n\nChannel 1: No. Like, have I paid the bill on your end before?\n\nChannel 0: On our end before, let me check here. Hold on. The payment that I'm showing here is a direct debit.\n\nChannel 1: Yeah. And when was that?\n\nChannel 0: Is there any way that you could access your portal, Michael? Since we're talking about your transaction for account security, I want to make sure that you are also logged in to your account.\n\nChannel 1: How do I get the Airtel? Like, is there an app for you guys?\n\nChannel 0: I'm sorry?\n\nChannel 1: Is there, like, an app for you that I can keep track of all this?\n\nChannel 0: Well, we have a website. When you go to our website, airtel.net.au, on the upper right corner, there will be an an option saying\n\nChannel 1: Yep.\n\nChannel 0: my account. Then that's the time that you can check on your documents, details, anything about regarding your account.\n\nChannel 1: Yep. Yep. Let me do that, and I'll ring you back.\n\nChannel 0: Do you? Oh, sure. Sure. No worries. If in any once you see your invoices and confirm that the payment hasn't settled yet, you can make the payment online.\n\nChannel 1: Yep.\n\nChannel 0: And\n\nChannel 1: Yep.\n\nChannel 0: if in any case that you confirm that it has been already paid, just\n\nChannel 1: Yep.\n\nChannel 0: ring us back and so that we can also update it on our end. Okay?\n\nChannel 1: Yep.\n\nChannel 0: Do you want me to provide\n\nChannel 1: Either\n\nChannel 0: the email\n\nChannel 1: way,\n\nChannel 0: address?\n\nChannel 1: I get paid this Monday coming, so whatever's outstanding, I can pay it then.\n\nChannel 0: Do you mean next Monday, October 5?\n\nChannel 1: Yep.\n\nChannel 0: Yeah. Well, yeah, we will take that. We will take note of that.\n\nChannel 1: Yes.\n\nChannel 0: But setting your expectation, it will your October bill will also be sent October 1. So your September invoice and October invoice will, I mean, will be both an outstanding balance on your account. But this\n\nChannel 1: Yep.\n\nChannel 0: October invoice will have a fourteen days before the due date.\n\nChannel 1: Yep. Yep. That's what I'll I'll pay them both on Monday.\n\nChannel 0: You mean on Monday? Alright.\n\nChannel 1: Yeah.\n\nChannel 0: If if that'll be fine, could I give you a call if in any case or within until Monday if the payment was not successfully posted because we we are we just want to make sure that you will be assisted if you if in any case,\n\nChannel 1: Yep.\n\nChannel 0: you need further assistance.\n\nChannel 1: Yep. Yep. Does do you have, like, a a CenterPay? I can set up CenterPay so it goes straight to use? Or\n\nChannel 0: I'm sorry?\n\nChannel 1: have you heard of Center Pay?\n\nChannel 0: You mean bank pay?\n\nChannel 1: Yeah. It's alright. I'll call it.\n\nChannel 0: The payment method types can also be found on your account. But just to make sure that you can access your account, can you try logging in to your account so that I can check if in any case that you can log in to it?\n\nChannel 1: Yeah. Yeah. I'm trying to\n\nChannel 0: Thank\n\nChannel 1: log in\n\nChannel 0: you.\n\nChannel 1: now.\n\nChannel 0: Thank you so much.\n\nChannel 1: No. You're Why is it not coming up with a valid mobile number? This is stupid.\n\nChannel 0: It's not a mobile number, but your login. I can provide you to your login. It's actually a combination number that's why you might not\n\nChannel 1: Oh, yeah?\n\nChannel 0: yeah. But you can reset it anytime. So for your login or username, it's numbers one\n\nChannel 1: Yep.\n\nChannel 0: seven\n\nChannel 1: Yep.\n\nChannel 0: eight\n\nChannel 1: Yep.\n\nChannel 0: four\n\nChannel 1: Yep.\n\nChannel 0: four\n\nChannel 1: Yep.\n\nChannel 0: four eight\n\nChannel 1: Yep. Yep.\n\nChannel 0: one seven\n\nChannel 1: Yep.\n\nChannel 0: three\n\nChannel 1: Yep.\n\nChannel 0: one\n\nChannel 1: Yep.\n\nChannel 0: six five.\n\nChannel 1: Right.\n\nChannel 0: And then for your password?\n\nChannel 1: Now look, place enter a valid mobile number.\n\nChannel 0: Sorry. May I ask which page are you trying to sign in? By any chance,\n\nChannel 1: Yes.\n\nChannel 0: did you\n\nChannel 1: Yeah.\n\nChannel 0: go through our website airtel.net.au?\n\nChannel 1: Hang on. It's tel.net.au.\n\nChannel 0: Yes. That's correct, Michael.\n\nChannel 1: .Au. Yeah. Now where do I log in here?\n\nChannel 0: On the upper right corner, you should be seeing my account. Just click that. You'll be are supposed to route to a login page.\n\nChannel 1: It's hot. Stupid. This is still my head.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.16,"end":0.48,"sentiment":"neutral","sentiment_score":0.02580488845705986},{"text":"If you record your name and reason for calling, I'll see if this person is available.","start":0.48,"end":4.9,"sentiment":"neutral","sentiment_score":0.013394611130934209}],"sentiment":"neutral","sentiment_score":0.014124627444235718,"channel":1,"num_words":17,"start":0.16,"end":4.9},{"sentences":[{"text":"Hi, Michael.","start":6.0,"end":6.7999997,"sentiment":"neutral","sentiment_score":0.028636840172111988},{"text":"My name is Mary, and I'm calling from Airtel.","start":6.7999997,"end":9.38,"sentiment":"neutral","sentiment_score":0.03334904441403018},{"text":"I'm just ringing up regarding the payment status in your account or the account 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whenever you have it.","start":97.185,"end":98.704994,"sentiment":"neutral","sentiment_score":0.16003232449293137},{"text":"Just take a screenshot, and I'll provide you the email address where you","start":98.704994,"end":101.98499,"sentiment":"neutral","sentiment_score":0.0952409586081138}],"sentiment":"neutral","sentiment_score":0.1449535648123576,"channel":0,"num_words":26,"start":94.59,"end":101.98499},{"sentences":[{"text":"Yep.","start":101.95,"end":102.45,"sentiment":"neutral","sentiment_score":0.0843496322631836}],"sentiment":"neutral","sentiment_score":0.0843496322631836,"channel":1,"num_words":1,"start":101.95,"end":102.45},{"sentences":[{"text":"can send 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you","start":662.77496,"end":663.25494,"sentiment":"neutral","sentiment_score":-0.00011854059994220734}],"sentiment":"neutral","sentiment_score":-0.00011854059994220734,"channel":0,"num_words":2,"start":662.77496,"end":663.25494},{"sentences":[{"text":"Yeah.","start":663.045,"end":663.545,"sentiment":"neutral","sentiment_score":0.005538812838494778}],"sentiment":"neutral","sentiment_score":0.005538812838494778,"channel":1,"num_words":1,"start":663.045,"end":663.545},{"sentences":[{"text":"go through our website airtel.net.au?","start":663.25494,"end":666.33,"sentiment":"neutral","sentiment_score":-0.008066329918801785}],"sentiment":"neutral","sentiment_score":-0.008066329918801785,"channel":0,"num_words":5,"start":663.25494,"end":666.33},{"sentences":[{"text":"Hang on.","start":668.325,"end":668.805,"sentiment":"neutral","sentiment_score":-0.015076462645083666},{"text":"It's tel.net.au.","start":668.805,"end":675.70496,"sentiment":"neutral","sentiment_score":-0.003958971123211086}],"sentiment":"neutral","sentiment_score":-0.009517716884147376,"channel":1,"num_words":4,"start":668.325,"end":675.70496},{"sentences":[{"text":"Yes.","start":676.25,"end":676.73004,"sentiment":"neutral","sentiment_score":0.010060715489089487},{"text":"That's correct, Michael.","start":676.73004,"end":677.95,"sentiment":"neutral","sentiment_score":0.14280282954374948}],"sentiment":"neutral","sentiment_score":0.10961730103008449,"channel":0,"num_words":4,"start":676.25,"end":677.95},{"sentences":[{"text":".Au.","start":680.02,"end":686.84,"sentiment":"neutral","sentiment_score":0.02019278146326542},{"text":"Yeah.","start":687.3,"end":687.8,"sentiment":"neutral","sentiment_score":0.04487210512161255},{"text":"Now where do I log in here?","start":694.675,"end":696.615,"sentiment":"neutral","sentiment_score":-0.004813870947275843}],"sentiment":"neutral","sentiment_score":0.0034853099948830074,"channel":1,"num_words":9,"start":680.02,"end":696.615},{"sentences":[{"text":"On the upper right corner, you should be seeing my account.","start":698.55,"end":701.75,"sentiment":"neutral","sentiment_score":0.06368380158462307},{"text":"Just click that.","start":701.75,"end":702.81,"sentiment":"neutral","sentiment_score":0.051113865027825035},{"text":"You'll be are supposed to route to a login page.","start":709.60504,"end":714.98505,"sentiment":"neutral","sentiment_score":0.019484702311456204}],"sentiment":"neutral","sentiment_score":0.04369626815120379,"channel":0,"num_words":24,"start":698.55,"end":714.98505},{"sentences":[{"text":"It's hot.","start":718.39294,"end":718.79297,"sentiment":"negative","sentiment_score":-0.48624351620674133},{"text":"Stupid.","start":718.79297,"end":719.29297,"sentiment":"negative","sentiment_score":-0.8825669288635254},{"text":"This is still my head.","start":721.35297,"end":722.8079,"sentiment":"negative","sentiment_score":-0.7245351493358612}],"sentiment":"negative","sentiment_score":-0.6847162134945393,"channel":1,"num_words":8,"start":718.39294,"end":722.8079}]},"summary":{"result":"success","short":"A representative from Airtel calls Michael to discuss his outstanding balance on his account. The representative explains that the payment was declined and they need an updated card to process the payment. Michael is directed to the website to check his balance and reset his login information."},"intents":{"segments":[{"text":"Well, thank you so much for letting us know about it. If you have a payment receipt, we'll be checking on it so that we can update your account. yep.","start_word":159,"end_word":188,"intents":[{"intent":"Update account information","confidence_score":0.11561349}]},{"text":"Can you text me the email so I can forward it to you? Or I'm sorry.","start_word":279,"end_word":294,"intents":[{"intent":"Forward email","confidence_score":0.09995176}]},{"text":"I'll provide you the email address. Yeah.","start_word":308,"end_word":314,"intents":[{"intent":"Provide email address","confidence_score":0.58109295}]},{"text":"Could you confirm if it's the recipient is Airtel? Yeah.","start_word":353,"end_word":362,"intents":[{"intent":"Confirm a recipient","confidence_score":0.00199138}]},{"text":"So when's the last time you're saying I paid the bill? I mean, last two days ago, since your card was save on file, we attempt to process the payment. We also attempt to process the payment from the date you committed to settle the payment or to process the payment on our end, but the payment keeps on declining. So Yeah.","start_word":403,"end_word":464,"intents":[{"intent":"Confirm payment","confidence_score":0.015925758}]},{"text":"I mean, last two days ago, since your card was save on file, we attempt to process the payment. We also attempt to process the payment from the date you committed to settle the payment or to process the payment on our end, but the payment keeps on declining. So Yeah.","start_word":414,"end_word":464,"intents":[{"intent":"Process payment","confidence_score":0.74677473}]},{"text":"Is there any way that you could access your portal, Michael?","start_word":530,"end_word":540,"intents":[{"intent":"Access portal","confidence_score":0.26986048},{"intent":"Access account","confidence_score":0.4832898}]},{"text":"If in any once you see your invoices and confirm that the payment hasn't settled yet, you can make the payment online. Yep.","start_word":657,"end_word":679,"intents":[{"intent":"Confirm payment method","confidence_score":0.04190812}]},{"text":"If if that'll be fine, could I give you a call if in any case or within until Monday if the payment was not successfully posted because we we are we just want to make sure that you will be assisted if you if in any case, Yep.","start_word":826,"end_word":873,"intents":[{"intent":"Assist with payment setup","confidence_score":0.0055732317}]}]},"sentiments":{"segments":[{"text":"Hi. If you record your name and reason for calling, I'll see if this person is available. Hi, Michael. My name is Mary, and I'm calling from Airtel. I'm just ringing up regarding the payment status in your account or the account balance. Hello? Good morning.","start_word":0,"end_word":45,"sentiment":"neutral","sentiment_score":0.037297073751688},{"text":"Good morning, Michael. How are you doing today?","start_word":46,"end_word":53,"sentiment":"positive","sentiment_score":0.43853405117988586},{"text":"Yeah.","start_word":54,"end_word":54,"sentiment":"neutral","sentiment_score":0.25875329971313477},{"text":"Good. Thanks. Yourself? I'm doing great as well, and thank you so much for asking.","start_word":55,"end_word":69,"sentiment":"positive","sentiment_score":0.6207358241081238},{"text":"Well, I'm just ringing up as regarding your outstanding balance on your account. Actually, we reattempt to process the payment method on your account.","start_word":70,"end_word":93,"sentiment":"neutral","sentiment_score":-0.10661964863538742},{"text":"And, however, that payment got declined again.","start_word":94,"end_word":100,"sentiment":"negative","sentiment_score":-0.34701886773109436},{"text":"If you have an updated card so that Didn't apply we can that last week. on September 26, we tried processing it using the card saved on file. However, the payment did not go through. So I paid one, like, last week when I got paid. I'm just trying to look at the date now. But sure. Sure.","start_word":101,"end_word":158,"sentiment":"neutral","sentiment_score":-0.1647978276014328},{"text":"Well, thank you so much for letting us know about it.","start_word":159,"end_word":169,"sentiment":"positive","sentiment_score":0.3903482258319855},{"text":"If you have a payment receipt, we'll be checking on it so that we can update your account. yep. Yep. Yeah. It was oh, yeah. It was the twenty something of September. Do you have the payment receipt from your transaction? Now I can go into my bank and get it. Can you just give me a minute? Yeah. Sure. Thank you so much. Let me know whenever you have it. Just take a screenshot, and I'll provide you the email address where you Yep. can send it. Yep. Just give me two secs. And it's a bank. Yeah. I'm gonna have to go right through my bank. Can you text me the email so I can forward it to you? Or I'm sorry. Is there is is there any way that you can type it right now? I'll provide you the email address. Yeah. Well, give me another minute then.","start_word":170,"end_word":320,"sentiment":"neutral","sentiment_score":0.034158865464789585},{"text":"Thank you so much.","start_word":321,"end_word":324,"sentiment":"positive","sentiment_score":0.7303746342658997},{"text":"Yeah. Yeah. What is a $109.34. Your outstanding lens is $86.46. Say, on the September 24, I paid September $104.94. $104.94. Yeah. However, your invoice is only $86.46. Could you confirm if it's the recipient is Airtel? Yeah. I'll have a look. He can't give me the email now? Well, I can provide you the email address. Just let me know whenever you're ready. Yeah. I'll get it.","start_word":325,"end_word":392,"sentiment":"neutral","sentiment_score":0.01377603691071272},{"text":"So one of them has bounced back to my account.","start_word":393,"end_word":402,"sentiment":"negative","sentiment_score":-0.3982045650482178},{"text":"So when's the last time you're saying I paid the bill? I mean, last two days ago, since your card was save on file, we attempt to process the payment. We also attempt to process the payment from the date you committed to settle the payment or to process the payment on our end, but the payment keeps on declining. So Yeah. But before don't worry we about the attempt. When did I actually pay one? Sorry. You mean the 100 I mean, the transaction that you're seeing on your end? No. Like, have I paid the bill on your end before? On our end before, let me check here. Hold on. The payment that I'm showing here is a direct debit. Yeah. And when was that? Is there any way that you could access your portal, Michael? Since we're talking about your transaction for account security, I want to make sure that you are also logged in to your account. How do I get the Airtel? Like, is there an app for you guys? I'm sorry? Is there, like, an app for you that I can keep track of all this? Well, we have a website. When you go to our website, airtel.net.au, on the upper right corner, there will be an an option saying Yep. my account. Then that's the time that you can check on your documents, details, anything about regarding your account. Yep. Yep. Let me do that, and I'll ring you back. Do you? Oh, sure. Sure. No worries. If in any once you see your invoices and confirm that the payment hasn't settled yet, you can make the payment online. Yep. And Yep. if in any case that you confirm that it has been already paid, just Yep. ring us back and so that we can also update it on our end. Okay? Yep. Do you want me to provide Either the email way, address? I get paid this Monday coming, so whatever's outstanding, I can pay it then. Do you mean next Monday, October 5? Yep. Yeah. Well, yeah, we will take that. We will take note of that. Yes. But setting your expectation, it will your October bill will also be sent October 1. So your September invoice and October invoice will, I mean, will be both an outstanding balance on your account. But this Yep. October invoice will have a fourteen days before the due date. Yep. Yep. That's what I'll I'll pay them both on Monday. You mean on Monday? Alright. Yeah. If if that'll be fine, could I give you a call if in any case or within until Monday if the payment was not successfully posted because we we are we just want to make sure that you will be assisted if you if in any case, Yep. you need further assistance. Yep. Yep. Does do you have, like, a a CenterPay? I can set up CenterPay so it goes straight to use? Or I'm sorry? have you heard of Center Pay? You mean bank pay? Yeah. It's alright. I'll call it. The payment method types can also be found on your account. But just to make sure that you can access your account, can you try logging in to your account so that I can check if in any case that you can log in to it? Yeah. Yeah. I'm trying to Thank log in you. now.","start_word":403,"end_word":972,"sentiment":"neutral","sentiment_score":0.019688131438012707},{"text":"Thank you so much.","start_word":973,"end_word":976,"sentiment":"positive","sentiment_score":0.3656977117061615},{"text":"No. You're Why is it not coming up with a valid mobile number?","start_word":977,"end_word":989,"sentiment":"neutral","sentiment_score":-0.13869556784629822},{"text":"This is stupid.","start_word":990,"end_word":992,"sentiment":"negative","sentiment_score":-0.4604696631431579},{"text":"It's not a mobile number, but your login. I can provide you to your login. It's actually a combination number that's why you might not Oh, yeah? yeah. But you can reset it anytime. So for your login or username, it's numbers one Yep. seven Yep. eight Yep. four Yep. four Yep. four eight Yep. Yep. one seven Yep. three Yep. one Yep. six five. Right. And then for your password? Now look, place enter a valid mobile number. Sorry. May I ask which page are you trying to sign in? By any chance, Yes. did you Yeah. go through our website airtel.net.au? Hang on. It's tel.net.au. Yes. That's correct, Michael. .Au. Yeah. Now where do I log in here? On the upper right corner, you should be seeing my account. Just click that. You'll be are supposed to route to a login page.","start_word":993,"end_word":1136,"sentiment":"neutral","sentiment_score":-0.01391897164285183},{"text":"It's hot. Stupid. This is still my head.","start_word":1137,"end_word":1144,"sentiment":"negative","sentiment_score":-0.7289204001426697}],"average":{"sentiment":"neutral","sentiment_score":0.010964542070628696}}}}