{"metadata":{"transaction_key":"deprecated","request_id":"019dbd14-bc66-7eb2-ac9b-df6ff4f76fe3","sha256":"b8777233846e34841918e2f233547e77dd546242034fb2112212bd408caca14a","created":"2026-04-24T01:22:28.221Z","duration":852.0479,"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":1241,"output_tokens":70},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1386,"output_tokens":1388},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1386,"output_tokens":264}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Thank you so much for calling your Tel accounts. How may I help you today? Oh, let me just let me just let me just go ahead and check your account here first, and we appreciate your call to start this out. May you please confirm your full name? Okay. Thank you. One moment here. Just bear with me. Okay? Let me just go over to your account. Okay. So, yeah, I could see in here that there were two payments processed, and these two payments cover your March and April invoice, which are both overdue. Mhmm. Mhmm. Mhmm. I understand. So I'm trying to check on here. I get what you are saying that you've because I'm showing here that we sent you multiple follow ups in reference with the outstanding balances on your account to avoid any service disruption. I get what you're saying that you intend to pay your March invoice only today. Right? The 70 $9.95. And then the system since the April remains outstanding, the system also process the remaining outstanding, which is for your April invoice, and that's the one you're calling about that you are not intend to pay this today. Is that right? But you are aware that it's overdue. Is that correct? Mhmm. Mhmm. I understand. I can go ahead and see what we can do in reference with this. But if I may ask, I I do get what you're trying to say that your account is negative now because you just intend to pay the one overdue for March, which is long overdue. Right? However, since this one is overdue, I can go ahead and work to grant your request. But if I may ask, when are you intend to pay your April invoice which is already overdue? Because Monday. Okay. So Monday. Because our billing process is every first, so Monday will be the let me check here. Just give me a minute, sir. I'm trying to help you out on this. Okay? Even though this one is not applicable for a refund since it's outstanding, but let me see what I can do. I do understand what you're trying to point out here. Just be on the line. Okay, Tanisha? Thank you. Tanisha, are you still on the line? Alright. Just keep holding. Okay? I'm trying to work this out for you. Tanisha is this better? I'm sorry. You caught up. Alright. Yeah. That's perfect. So, Tanisha, I did my best to push your request because I understand where you're coming from. K? However, you have to ensure. Please ensure that funds will be available on Monday to reprocess your payment for April services. Okay? So on Monday, we will go ahead and reprocess this amount. You have to ensure funds are available. But today, I will go ahead and grant your request to help you out. What is the last four digit of your card? Okay. Let me check. 9747. And good thing that we got you on the line because I understand that life can be busy, but we're having a hard time to reach you via phone and then we're not receiving any response. But are you receiving our emails about your account, if I may ask? Okay. So we kindly ask that you provide us a response in reference with that. Okay? Because we would like to corroborate with you, and we valued you as our customer. So one moment. I'm just going back and searching your Mastercard. Last four digit you mentioned, 9747. Okay. Thank you. 9747. I'm doing it now. And then afterwards, I will once it's approved, I'll send you the screenshot of the refund request, okay, for your reference. So your email address, it's still the same, tanishadegenova1@gmail.com. Okay. Thank you. So on Monday, what are we what our accounts will do is they will make a one time invoice for your April, and then we will process the amount. And then after this call, I've already submitted the request for refund. Just wait for the email shortly with a screenshot for your reference. Okay? Alright. You're most welcome. And please, with this agreement, I do expect that we follow this. In that way, we could avoid any complication. Alright? Alright. Tanisha, thank you for your time. Anything else that I may help you? Okay. Appreciate it. And please be have a nice day, and be safe. 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Thank you so much for calling your Tel accounts. How may I help you today? Oh, let me just let me just let me just go ahead and check your account here first, and we appreciate your call to start this out. May you please confirm your full name?\n\nOkay. Thank you. One moment here. Just bear with me. Okay?\n\nLet me just go over to your account. Okay. So, yeah, I could see in here that there were two payments processed, and these two payments cover your March and April invoice, which are both overdue. Mhmm. Mhmm.\n\nMhmm. I understand. So I'm trying to check on here. I get what you are saying that you've because I'm showing here that we sent you multiple follow ups in reference with the outstanding balances on your account to avoid any service disruption. I get what you're saying that you intend to pay your March invoice only today.\n\nRight? The 70 $9.95. And then the system since the April remains outstanding, the system also process the remaining outstanding, which is for your April invoice, and that's the one you're calling about that you are not intend to pay this today. Is that right? But you are aware that it's overdue.\n\nIs that correct? Mhmm. Mhmm. I understand. I can go ahead and see what we can do in reference with this.\n\nBut if I may ask, I I do get what you're trying to say that your account is negative now because you just intend to pay the one overdue for March, which is long overdue. Right? However, since this one is overdue, I can go ahead and work to grant your request. But if I may ask, when are you intend to pay your April invoice which is already overdue? Because Monday.\n\nOkay. So Monday. Because our billing process is every first, so Monday will be the let me check here. Just give me a minute, sir. I'm trying to help you out on this.\n\nOkay? Even though this one is not applicable for a refund since it's outstanding, but let me see what I can do. I do understand what you're trying to point out here. Just be on the line. Okay, Tanisha?\n\nThank you. Tanisha, are you still on the line? Alright. Just keep holding. Okay?\n\nI'm trying to work this out for you. Tanisha is this better? I'm sorry. You caught up. Alright.\n\nYeah. That's perfect. So, Tanisha, I did my best to push your request because I understand where you're coming from. K? However, you have to ensure.\n\nPlease ensure that funds will be available on Monday to reprocess your payment for April services. Okay? So on Monday, we will go ahead and reprocess this amount. You have to ensure funds are available. But today, I will go ahead and grant your request to help you out.\n\nWhat is the last four digit of your card? Okay. Let me check. 9747. And good thing that we got you on the line because I understand that life can be busy, but we're having a hard time to reach you via phone and then we're not receiving any response.\n\nBut are you receiving our emails about your account, if I may ask? Okay. So we kindly ask that you provide us a response in reference with that. Okay? Because we would like to corroborate with you, and we valued you as our customer.\n\nSo one moment. I'm just going back and searching your Mastercard. Last four digit you mentioned, 9747. Okay. Thank you.\n\n9747. I'm doing it now. And then afterwards, I will once it's approved, I'll send you the screenshot of the refund request, okay, for your reference. So your email address, it's still the same, tanishadegenova1@gmail.com. Okay.\n\nThank you. So on Monday, what are we what our accounts will do is they will make a one time invoice for your April, and then we will process the amount. And then after this call, I've already submitted the request for refund. Just wait for the email shortly with a screenshot for your reference. Okay?\n\nAlright. You're most welcome. And please, with this agreement, I do expect that we follow this. In that way, we could avoid any complication. Alright?\n\nAlright. Tanisha, thank you for your time. Anything else that I may help you? Okay. Appreciate it.\n\nAnd please be have a nice day, and be safe. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.88,"end":1.1999999,"sentiment":"neutral","sentiment_score":0.22504332661628723},{"text":"Thank you so much for calling your Tel accounts.","start":1.1999999,"end":3.52,"sentiment":"positive","sentiment_score":0.5372614661852518},{"text":"How may I help you today?","start":3.52,"end":4.8199997,"sentiment":"positive","sentiment_score":0.442529355486234},{"text":"Oh, let me just let me just let me just go ahead and check your account here first, and we appreciate your call to start this out.","start":22.265,"end":32.8,"sentiment":"neutral","sentiment_score":-0.024115186598565843},{"text":"May you please confirm your full 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account.","start":46.115,"end":48.455,"sentiment":"neutral","sentiment_score":0.02151286485604942},{"text":"Okay.","start":57.469997,"end":57.969997,"sentiment":"neutral","sentiment_score":0.004039847292006016},{"text":"So, yeah, I could see in here that there were two payments processed, and these two payments cover your March and April invoice, which are both overdue.","start":58.269997,"end":72.795,"sentiment":"neutral","sentiment_score":-0.039925537451549815},{"text":"Mhmm.","start":85.84,"end":86.34,"sentiment":"neutral","sentiment_score":-0.29805225133895874},{"text":"Mhmm.","start":87.64,"end":88.14,"sentiment":"neutral","sentiment_score":-0.28432154655456543}],"sentiment":"neutral","sentiment_score":-0.03905843534065705,"num_words":38,"start":46.115,"end":88.14},{"sentences":[{"text":"Mhmm.","start":89.439995,"end":89.939995,"sentiment":"neutral","sentiment_score":-0.15568837523460388},{"text":"I 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$9.95.","start":116.85,"end":119.509995,"sentiment":"neutral","sentiment_score":-0.029698222254713375},{"text":"And then the system since the April remains outstanding, the system also process the remaining outstanding, which is for your April invoice, and that's the one you're calling about that you are not intend to pay this today.","start":119.995,"end":136.0,"sentiment":"neutral","sentiment_score":-0.2526413868916662},{"text":"Is that right?","start":136.14,"end":136.96,"sentiment":"neutral","sentiment_score":-0.0692373514175415},{"text":"But you are aware that it's overdue.","start":137.5,"end":139.44,"sentiment":"neutral","sentiment_score":-0.08512481568115098}],"sentiment":"neutral","sentiment_score":-0.20235287129449156,"num_words":52,"start":116.45,"end":139.44},{"sentences":[{"text":"Is that correct?","start":139.58,"end":140.48,"sentiment":"neutral","sentiment_score":-0.04138339993854364},{"text":"Mhmm.","start":147.015,"end":147.515,"sentiment":"neutral","sentiment_score":-0.06047104671597481},{"text":"Mhmm.","start":158.935,"end":159.255,"sentiment":"neutral","sentiment_score":-0.11529987305402756},{"text":"I understand.","start":159.255,"end":159.895,"sentiment":"neutral","sentiment_score":-0.10426085069775581},{"text":"I can go ahead and see what we can do in reference with this.","start":159.895,"end":164.27,"sentiment":"neutral","sentiment_score":-0.07505121906953198}],"sentiment":"neutral","sentiment_score":-0.0742457089502187,"num_words":21,"start":139.58,"end":164.27},{"sentences":[{"text":"But if I may ask, I I do get what you're trying to say that your account is negative now because you just intend to pay the one overdue for March, which is long overdue.","start":164.49,"end":178.04501,"sentiment":"neutral","sentiment_score":-0.19847839666264397},{"text":"Right?","start":178.04501,"end":178.54501,"sentiment":"neutral","sentiment_score":-0.07308542728424072},{"text":"However, since this one is overdue, I can go ahead and work to grant your request.","start":178.925,"end":185.74501,"sentiment":"neutral","sentiment_score":-0.005910819047130644},{"text":"But if I may ask, when are you intend to pay your April invoice which is already overdue?","start":186.52501,"end":192.38,"sentiment":"neutral","sentiment_score":-0.06679784651431772},{"text":"Because Monday.","start":192.38,"end":197.6,"sentiment":"neutral","sentiment_score":-0.04452728293836117}],"sentiment":"neutral","sentiment_score":-0.11674747525507377,"num_words":72,"start":164.49,"end":197.6},{"sentences":[{"text":"Okay.","start":201.82,"end":202.32,"sentiment":"neutral","sentiment_score":0.012875043787062168},{"text":"So Monday.","start":202.46,"end":203.28,"sentiment":"neutral","sentiment_score":0.01380434539169073},{"text":"Because our billing process is every first, so Monday will be the let me check here.","start":203.675,"end":212.955,"sentiment":"neutral","sentiment_score":0.038616465986706316},{"text":"Just give me a minute, sir.","start":212.955,"end":214.075,"sentiment":"neutral","sentiment_score":0.09734682738780975},{"text":"I'm trying to help you out on this.","start":214.075,"end":215.595,"sentiment":"neutral","sentiment_score":0.1795199140906334}],"sentiment":"neutral","sentiment_score":0.08116931719423244,"num_words":33,"start":201.82,"end":215.595},{"sentences":[{"text":"Okay?","start":215.595,"end":216.095,"sentiment":"neutral","sentiment_score":0.035741522908210754},{"text":"Even though this one is not applicable for a refund since it's outstanding, but let me see what I can do.","start":216.395,"end":224.18,"sentiment":"neutral","sentiment_score":-0.14310703249204726},{"text":"I do understand what you're trying to point out here.","start":224.18,"end":227.16,"sentiment":"neutral","sentiment_score":-0.035527967102825644},{"text":"Just be on the line.","start":227.3,"end":228.42,"sentiment":"neutral","sentiment_score":0.012473051995038986},{"text":"Okay, Tanisha?","start":228.42,"end":229.23999,"sentiment":"neutral","sentiment_score":0.048665743321180344}],"sentiment":"neutral","sentiment_score":-0.08115613035475597,"num_words":39,"start":215.595,"end":229.23999},{"sentences":[{"text":"Thank you.","start":230.26,"end":231.08,"sentiment":"neutral","sentiment_score":0.2696092799305916},{"text":"Tanisha, are you still on the line?","start":377.575,"end":379.675,"sentiment":"neutral","sentiment_score":0.052216858203922},{"text":"Alright.","start":380.855,"end":381.255,"sentiment":"neutral","sentiment_score":0.0432698056101799},{"text":"Just keep holding.","start":381.255,"end":382.135,"sentiment":"neutral","sentiment_score":-0.01856482649842898},{"text":"Okay?","start":382.135,"end":382.535,"sentiment":"neutral","sentiment_score":0.02734421007335186}],"sentiment":"neutral","sentiment_score":0.06568972167692014,"num_words":14,"start":230.26,"end":382.535},{"sentences":[{"text":"I'm trying to work this out for you.","start":382.535,"end":384.635,"sentiment":"neutral","sentiment_score":0.08859055011998862},{"text":"Tanisha is this better?","start":652.15,"end":657.21,"sentiment":"neutral","sentiment_score":0.014058849774301052},{"text":"I'm sorry.","start":657.35004,"end":657.91003,"sentiment":"neutral","sentiment_score":-0.0986110009253025},{"text":"You caught up.","start":657.91003,"end":658.81006,"sentiment":"neutral","sentiment_score":-0.06865403056144714},{"text":"Alright.","start":658.87006,"end":659.37006,"sentiment":"neutral","sentiment_score":-0.05532277747988701}],"sentiment":"neutral","sentiment_score":0.017025162724571094,"num_words":18,"start":382.535,"end":659.37006},{"sentences":[{"text":"Yeah.","start":660.705,"end":660.945,"sentiment":"neutral","sentiment_score":0.057614944875240326},{"text":"That's perfect.","start":660.945,"end":661.685,"sentiment":"neutral","sentiment_score":0.25762131065130234},{"text":"So, Tanisha, I did my best to push your request because I understand where you're coming from.","start":661.90497,"end":668.725,"sentiment":"neutral","sentiment_score":0.10195246974334997},{"text":"K?","start":668.945,"end":669.445,"sentiment":"neutral","sentiment_score":0.014312559738755226},{"text":"However, you have to ensure.","start":669.665,"end":672.565,"sentiment":"neutral","sentiment_score":-0.06629213690757751}],"sentiment":"neutral","sentiment_score":0.07649620873137163,"num_words":26,"start":660.705,"end":672.565},{"sentences":[{"text":"Please ensure that funds will be available on Monday to reprocess your payment for April services.","start":673.105,"end":682.11,"sentiment":"neutral","sentiment_score":-0.04682434839196503},{"text":"Okay?","start":684.64996,"end":685.14996,"sentiment":"neutral","sentiment_score":0.010063029825687408},{"text":"So on Monday, we will go ahead and reprocess this amount.","start":685.52997,"end":689.95,"sentiment":"neutral","sentiment_score":0.017784990243275057},{"text":"You have to ensure funds are available.","start":690.54504,"end":692.645,"sentiment":"neutral","sentiment_score":0.011911759019962378},{"text":"But today, I will go ahead and grant your request to help you out.","start":693.265,"end":698.24506,"sentiment":"neutral","sentiment_score":0.12886612569647177}],"sentiment":"neutral","sentiment_score":0.027428906553481916,"num_words":49,"start":673.105,"end":698.24506},{"sentences":[{"text":"What is the last four digit of your card?","start":698.625,"end":702.24506,"sentiment":"neutral","sentiment_score":0.012443657550546858},{"text":"Okay.","start":710.22,"end":710.69995,"sentiment":"neutral","sentiment_score":0.010395404882729052},{"text":"Let me check.","start":710.69995,"end":711.6,"sentiment":"neutral","sentiment_score":0.010229000511268774},{"text":"9747.","start":711.66,"end":714.0,"sentiment":"neutral","sentiment_score":0.008303375914692879},{"text":"And good thing that we got you on the line because I understand that life can be busy, but we're having a hard time to reach you via phone and then we're not receiving any response.","start":714.22,"end":725.545,"sentiment":"neutral","sentiment_score":0.03628997349490722}],"sentiment":"neutral","sentiment_score":0.029356354922056196,"num_words":50,"start":698.625,"end":725.545},{"sentences":[{"text":"But are you receiving our emails about your account, if I may ask?","start":725.605,"end":729.465,"sentiment":"neutral","sentiment_score":-0.01836958699501478},{"text":"Okay.","start":731.285,"end":731.785,"sentiment":"neutral","sentiment_score":0.03520921617746353},{"text":"So we kindly ask that you provide us a response in reference with that.","start":732.4,"end":737.44,"sentiment":"neutral","sentiment_score":0.06783175282180309},{"text":"Okay?","start":737.44,"end":737.92,"sentiment":"neutral","sentiment_score":0.09360052645206451},{"text":"Because we would like to corroborate with you, and we valued you as our customer.","start":737.92,"end":742.5,"sentiment":"positive","sentiment_score":0.4241582562526067}],"sentiment":"neutral","sentiment_score":0.16368235215883364,"num_words":44,"start":725.605,"end":742.5},{"sentences":[{"text":"So one moment.","start":742.96,"end":743.92,"sentiment":"neutral","sentiment_score":0.1286185011267662},{"text":"I'm just going back and searching your Mastercard.","start":743.92,"end":748.225,"sentiment":"neutral","sentiment_score":0.05020082416012883},{"text":"Last four digit you mentioned, 9747.","start":748.52496,"end":751.90497,"sentiment":"neutral","sentiment_score":0.033180435498555504},{"text":"Okay.","start":753.64496,"end":754.045,"sentiment":"neutral","sentiment_score":0.1415553092956543},{"text":"Thank you.","start":754.045,"end":754.865,"sentiment":"neutral","sentiment_score":0.3000716418027878}],"sentiment":"neutral","sentiment_score":0.0864121651276946,"num_words":20,"start":742.96,"end":754.865},{"sentences":[{"text":"9747.","start":756.20496,"end":758.305,"sentiment":"neutral","sentiment_score":0.12021644413471222},{"text":"I'm doing it now.","start":778.195,"end":779.555,"sentiment":"neutral","sentiment_score":0.13344245217740536},{"text":"And then afterwards, I will once it's approved, I'll send you the screenshot of the refund request, okay, for your reference.","start":779.555,"end":788.855,"sentiment":"neutral","sentiment_score":0.060320934103358356},{"text":"So your email address, it's still the same, tanishadegenova1@gmail.com.","start":790.95,"end":798.57,"sentiment":"neutral","sentiment_score":0.03608475087417497},{"text":"Okay.","start":800.39,"end":800.79004,"sentiment":"neutral","sentiment_score":0.09249642491340636}],"sentiment":"neutral","sentiment_score":0.06494402921655112,"num_words":36,"start":756.20496,"end":800.79004},{"sentences":[{"text":"Thank you.","start":800.79004,"end":801.525,"sentiment":"neutral","sentiment_score":0.20890797674655914},{"text":"So on Monday, what are we what our accounts will do is they will make a one time invoice for your April, and then we will process the amount.","start":801.765,"end":810.66504,"sentiment":"neutral","sentiment_score":0.06199200830325998},{"text":"And then after this call, I've already submitted the request for refund.","start":810.965,"end":815.945,"sentiment":"neutral","sentiment_score":0.05691226478666067},{"text":"Just wait for the email shortly with a screenshot for your reference.","start":816.39,"end":821.93005,"sentiment":"neutral","sentiment_score":0.05484354682266712},{"text":"Okay?","start":821.99005,"end":822.49005,"sentiment":"neutral","sentiment_score":0.04031936451792717}],"sentiment":"neutral","sentiment_score":0.06423166603781283,"num_words":56,"start":800.79004,"end":822.49005},{"sentences":[{"text":"Alright.","start":824.15,"end":824.65,"sentiment":"neutral","sentiment_score":0.27281856536865234},{"text":"You're most welcome.","start":824.71,"end":825.85004,"sentiment":"positive","sentiment_score":0.4319345951080322},{"text":"And please, with this agreement, I do expect that we follow this.","start":825.91003,"end":833.055,"sentiment":"positive","sentiment_score":0.3391970420877139},{"text":"In that way, we could avoid any complication.","start":833.055,"end":835.71497,"sentiment":"neutral","sentiment_score":0.23277255287393928},{"text":"Alright?","start":836.01495,"end":836.51495,"sentiment":"neutral","sentiment_score":0.16276071965694427}],"sentiment":"neutral","sentiment_score":0.30655711993575097,"num_words":25,"start":824.15,"end":836.51495},{"sentences":[{"text":"Alright.","start":838.175,"end":838.675,"sentiment":"neutral","sentiment_score":0.2860679030418396},{"text":"Tanisha, thank you for your time.","start":838.975,"end":840.735,"sentiment":"positive","sentiment_score":0.5075260053078333},{"text":"Anything else that I may help you?","start":840.735,"end":842.755,"sentiment":"neutral","sentiment_score":0.21673945869718278},{"text":"Okay.","start":844.90295,"end":845.14294,"sentiment":"neutral","sentiment_score":0.28267934918403625},{"text":"Appreciate it.","start":845.14294,"end":846.02295,"sentiment":"positive","sentiment_score":0.5088518559932709}],"sentiment":"positive","sentiment_score":0.3616931298199822,"num_words":17,"start":838.175,"end":846.02295},{"sentences":[{"text":"And please be have a nice day, and be safe.","start":846.02295,"end":850.1229,"sentiment":"positive","sentiment_score":0.4872893303632736},{"text":"Bye bye.","start":850.26294,"end":850.9229,"sentiment":"neutral","sentiment_score":0.21922825276851654}],"sentiment":"positive","sentiment_score":0.4426124840974808,"num_words":12,"start":846.02295,"end":850.9229}]}}]},{"alternatives":[{"transcript":"Hi. Thank you so much. How are you going? So this more just recently, I just paid my overdue overdue Internet bill. My other bill isn't due, but you took money from my account. My account is now negative. I want that charge reversed because I'm not getting a I'm not getting a $15 fee. Tanisha DeGenevoss. Yes. Yeah. But I didn't ask for the other one to come out of my account. I paid one, and now my account is negative because I did not physically pay it myself, and I haven't even got it on that money used to come out of my account. I'm not yeah. Yes. Yeah. That's correct. Yeah. Yeah. I'm waiting for invoices to come through, like, because I work for myself. So I'm waiting for invoices to be paid to me, which will the other invoice will be paid by the weekend or earliest Monday, but it's come out of my account. My account's negative. Yeah. Yeah. I just I'm I've just said that it'll be paid by Monday. I just I'm waiting for invoices to come into my account. Yeah. Yeah. Hi, Shannon. Yeah. Yeah. No worries. Yeah. Yes. No. No. You're not. Yeah. Yeah. Yeah. Yep. It is 9747. Yeah. Yeah. Delors. Yes. No. Yeah. No worries. Yeah. Yeah. Yes. No worries. Thank you. No worries. Thank you. No. No. That's it. You too. 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Thank you so much. How are you going? So this more just recently, I just paid my overdue overdue Internet bill. My other bill isn't due, but you took money from my account.\n\nMy account is now negative. I want that charge reversed because I'm not getting a I'm not getting a $15 fee. Tanisha DeGenevoss. Yes. Yeah.\n\nBut I didn't ask for the other one to come out of my account. I paid one, and now my account is negative because I did not physically pay it myself, and I haven't even got it on that money used to come out of my account. I'm not yeah. Yes. Yeah.\n\nThat's correct. Yeah. Yeah. I'm waiting for invoices to come through, like, because I work for myself. So I'm waiting for invoices to be paid to me, which will the other invoice will be paid by the weekend or earliest Monday, but it's come out of my account.\n\nMy account's negative. Yeah. Yeah. I just I'm I've just said that it'll be paid by Monday. I just I'm waiting for invoices to come into my account.\n\nYeah. Yeah. Hi, Shannon. Yeah. Yeah.\n\nNo worries. Yeah. Yes. No. No.\n\nYou're not. Yeah. Yeah. Yeah. Yep.\n\nIt is 9747. Yeah. Yeah. Delors. Yes.\n\nNo. Yeah. No worries. Yeah. Yeah.\n\nYes. No worries. Thank you. No worries. Thank you.\n\nNo. No. That's it. You too. 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Thank you\n\nChannel 1: Hi.\n\nChannel 0: so\n\nChannel 1: Thank\n\nChannel 0: much\n\nChannel 1: you so\n\nChannel 0: for\n\nChannel 1: much.\n\nChannel 0: calling your Tel accounts. How may I help you today?\n\nChannel 1: How are you going? So this more just recently, I just paid my overdue overdue Internet bill. My other bill isn't due, but you took money from my account. My account is now negative. I want that charge reversed because\n\nChannel 0: Oh,\n\nChannel 1: I'm\n\nChannel 0: let\n\nChannel 1: not\n\nChannel 0: me\n\nChannel 1: getting a\n\nChannel 0: just\n\nChannel 1: I'm not\n\nChannel 0: let\n\nChannel 1: getting\n\nChannel 0: me\n\nChannel 1: a\n\nChannel 0: just\n\nChannel 1: $15 fee.\n\nChannel 0: let me just go ahead and check your account here first, and we appreciate your call to start this out. May you please confirm your full name?\n\nChannel 1: Tanisha DeGenevoss.\n\nChannel 0: Okay. Thank you. One moment here. Just bear with me. Okay?\n\nChannel 1: Yes.\n\nChannel 0: Let me just go over to your account. Okay. So, yeah, I could see in here that there were two payments processed, and these two payments cover your March and April invoice, which are both overdue.\n\nChannel 1: Yeah. But I didn't ask for the other one to come out of my account. I paid one, and now my account is negative because I did not physically pay it myself, and I haven't even\n\nChannel 0: Mhmm.\n\nChannel 1: got it on that money used to\n\nChannel 0: Mhmm.\n\nChannel 1: come out of my account.\n\nChannel 0: Mhmm.\n\nChannel 1: I'm\n\nChannel 0: I\n\nChannel 1: not\n\nChannel 0: understand. So\n\nChannel 1: yeah.\n\nChannel 0: I'm trying to check on here. I get what you are saying that you've because I'm showing here that we sent you multiple follow ups in reference with the outstanding balances on your account to avoid any service disruption. I get what you're saying that you intend to pay your March invoice only today. Right? The 70\n\nChannel 1: Yes.\n\nChannel 0: $9.95. And then the system since the April remains outstanding, the system also process the remaining outstanding, which is for your April invoice, and that's the one you're calling about that you are not intend to pay this today. Is that right?\n\nChannel 1: Yeah. That's correct.\n\nChannel 0: But you are aware that it's overdue. Is that correct?\n\nChannel 1: Yeah. Yeah. I'm waiting for invoices to come through, like, because I work for myself. So\n\nChannel 0: Mhmm.\n\nChannel 1: I'm waiting for invoices to be paid to me, which will the other invoice will be paid by the weekend or earliest Monday, but it's come out of my account. My account's negative.\n\nChannel 0: Mhmm. I understand. I can go ahead and see what we can do in reference with this. But if I may ask, I I do get what you're trying to say that your account is negative now because you just intend to pay the one overdue for March, which is\n\nChannel 1: Yeah.\n\nChannel 0: long overdue. Right?\n\nChannel 1: Yeah.\n\nChannel 0: However, since this one is overdue, I can go ahead and work to grant your request. But if I may ask, when are you intend to pay your April invoice which is already overdue?\n\nChannel 1: I\n\nChannel 0: Because\n\nChannel 1: just I'm I've just said that it'll be paid by Monday. I\n\nChannel 0: Monday.\n\nChannel 1: just I'm waiting for invoices to come into my account.\n\nChannel 0: Okay. So Monday. Because our billing process is every first, so Monday will be the let me check here. Just give me a minute, sir. I'm trying to help you out on this.\n\nOkay? Even though this one is not applicable for a refund since it's outstanding, but let me see what I can do. I do understand what you're trying to point out here. Just be on the line. Okay, Tanisha?\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: Thank you.\n\nChannel 1: Hi, Shannon.\n\nChannel 0: Tanisha, are you still on the line?\n\nChannel 1: Yeah.\n\nChannel 0: Alright. Just keep holding. Okay? I'm trying to work this out for you.\n\nChannel 1: Yeah. No worries.\n\nChannel 0: Tanisha\n\nChannel 1: Yeah.\n\nChannel 0: is this better? I'm sorry.\n\nChannel 1: Yes.\n\nChannel 0: You caught up.\n\nChannel 1: No.\n\nChannel 0: Alright.\n\nChannel 1: No. You're not.\n\nChannel 0: Yeah. That's perfect. So, Tanisha, I did my best to push your request because I understand where you're coming from. K?\n\nChannel 1: Yeah.\n\nChannel 0: However, you have to ensure. Please ensure that funds will be available on Monday to reprocess\n\nChannel 1: Yeah.\n\nChannel 0: your payment for April services. Okay? So on Monday, we will go ahead and reprocess this amount. You have\n\nChannel 1: Yeah.\n\nChannel 0: to ensure funds are available. But\n\nChannel 1: Yep.\n\nChannel 0: today, I will go ahead and grant your request to help you out. What is the last four digit of your card?\n\nChannel 1: It is 9747.\n\nChannel 0: Okay. Let me check. 9747. And good thing that we got you on the line because I understand that life can be busy, but we're having a hard time to reach you via phone and then we're not receiving any response. But are you receiving our emails about your account, if I may ask?\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: Okay. So we kindly ask that you provide us a response in reference with that. Okay? Because we would\n\nChannel 1: Delors.\n\nChannel 0: like to corroborate with you, and we valued you as our customer. So one moment. I'm just going back and searching your Mastercard. Last four digit you mentioned, 9747.\n\nChannel 1: Yes.\n\nChannel 0: Okay. Thank you. 9747. I'm doing it now. And then afterwards, I will once it's approved, I'll send you the screenshot of the refund request, okay,\n\nChannel 1: No.\n\nChannel 0: for your reference.\n\nChannel 1: Yeah. No worries.\n\nChannel 0: So your email address, it's still the same, tanishadegenova1@gmail.com.\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: Okay. Thank you. So on Monday, what are we what our accounts will do is they will make a one time invoice for your April, and then we will process\n\nChannel 1: Yes.\n\nChannel 0: the amount. And then after this call, I've already submitted the request for refund. Just wait for the email shortly with a screenshot for your reference. Okay?\n\nChannel 1: No worries. Thank you.\n\nChannel 0: Alright. You're most welcome. And please, with this agreement, I do expect that we follow this. In that way, we could avoid any complication. Alright?\n\nChannel 1: No worries. Thank you.\n\nChannel 0: Alright. Tanisha, thank you for your time. Anything else that I may help you?\n\nChannel 1: No. No. That's it.\n\nChannel 0: Okay. Appreciate it. And please be have a nice day, and be safe. Bye bye.\n\nChannel 1: You too. Bye, doc.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.88,"end":1.1999999,"sentiment":"neutral","sentiment_score":0.22504332661628723},{"text":"Thank 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trying to check on here.","start":92.655,"end":94.355,"sentiment":"neutral","sentiment_score":-0.12689799442887306},{"text":"I get what you are saying that you've because I'm showing here that we sent you multiple follow ups in reference with the outstanding balances on your account to avoid any service disruption.","start":94.495,"end":108.95,"sentiment":"neutral","sentiment_score":-0.1562570943073793},{"text":"I get what you're saying that you intend to pay your March invoice only today.","start":109.409996,"end":116.229996,"sentiment":"neutral","sentiment_score":-0.10831515938043594},{"text":"Right?","start":116.45,"end":116.85,"sentiment":"neutral","sentiment_score":-0.02929617464542389},{"text":"The 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any response.","start":714.22,"end":725.545,"sentiment":"neutral","sentiment_score":0.03628997349490722},{"text":"But are you receiving our emails about your account, if I may ask?","start":725.605,"end":729.465,"sentiment":"neutral","sentiment_score":-0.01836958699501478}],"sentiment":"neutral","sentiment_score":0.02068555920764252,"channel":0,"num_words":54,"start":710.22,"end":729.465},{"sentences":[{"text":"Yeah.","start":729.64996,"end":729.88995,"sentiment":"neutral","sentiment_score":0.0063248081132769585},{"text":"Yeah.","start":729.88995,"end":730.38995,"sentiment":"neutral","sentiment_score":0.017874397337436676}],"sentiment":"neutral","sentiment_score":0.012099602725356817,"channel":1,"num_words":2,"start":729.64996,"end":730.38995},{"sentences":[{"text":"Okay.","start":731.285,"end":731.785,"sentiment":"neutral","sentiment_score":0.03520921617746353},{"text":"So we kindly ask that you provide us a response in reference with that.","start":732.4,"end":737.44,"sentiment":"neutral","sentiment_score":0.06783175282180309},{"text":"Okay?","start":737.44,"end":737.92,"sentiment":"neutral","sentiment_score":0.09360052645206451},{"text":"Because we would","start":737.92,"end":738.56,"sentiment":"neutral","sentiment_score":0.21787653863430023}],"sentiment":"neutral","sentiment_score":0.09116231042303537,"channel":0,"num_words":19,"start":731.285,"end":738.56},{"sentences":[{"text":"Delors.","start":738.505,"end":739.005,"sentiment":"neutral","sentiment_score":0.2696760892868042}],"sentiment":"neutral","sentiment_score":0.2696760892868042,"channel":1,"num_words":1,"start":738.505,"end":739.005},{"sentences":[{"text":"like to corroborate with you, and we valued you as our customer.","start":738.56,"end":742.5,"sentiment":"positive","sentiment_score":0.47572868565718335},{"text":"So one moment.","start":742.96,"end":743.92,"sentiment":"neutral","sentiment_score":0.1286185011267662},{"text":"I'm just going back and searching your Mastercard.","start":743.92,"end":748.225,"sentiment":"neutral","sentiment_score":0.05020082416012883},{"text":"Last four digit you mentioned, 9747.","start":748.52496,"end":751.90497,"sentiment":"neutral","sentiment_score":0.033180435498555504}],"sentiment":"neutral","sentiment_score":0.23087203232892628,"channel":0,"num_words":29,"start":738.56,"end":751.90497},{"sentences":[{"text":"Yes.","start":752.54,"end":753.04,"sentiment":"neutral","sentiment_score":0.06722980737686157}],"sentiment":"neutral","sentiment_score":0.06722980737686157,"channel":1,"num_words":1,"start":752.54,"end":753.04},{"sentences":[{"text":"Okay.","start":753.64496,"end":754.045,"sentiment":"neutral","sentiment_score":0.1415553092956543},{"text":"Thank you.","start":754.045,"end":754.865,"sentiment":"neutral","sentiment_score":0.3000716418027878},{"text":"9747.","start":756.20496,"end":758.305,"sentiment":"neutral","sentiment_score":0.12021644413471222},{"text":"I'm doing it now.","start":778.195,"end":779.555,"sentiment":"neutral","sentiment_score":0.13344245217740536},{"text":"And then afterwards, I will once it's approved, I'll send you the screenshot of the refund request, okay,","start":779.555,"end":787.875,"sentiment":"neutral","sentiment_score":0.0751274014926619}],"sentiment":"neutral","sentiment_score":0.10569146433128761,"channel":0,"num_words":26,"start":753.64496,"end":787.875},{"sentences":[{"text":"No.","start":787.57,"end":788.07,"sentiment":"neutral","sentiment_score":-0.02900514379143715}],"sentiment":"neutral","sentiment_score":-0.02900514379143715,"channel":1,"num_words":1,"start":787.57,"end":788.07},{"sentences":[{"text":"for your reference.","start":787.875,"end":788.855,"sentiment":"neutral","sentiment_score":-0.028517870232462883}],"sentiment":"neutral","sentiment_score":-0.028517870232462883,"channel":0,"num_words":3,"start":787.875,"end":788.855},{"sentences":[{"text":"Yeah.","start":789.33,"end":789.73004,"sentiment":"neutral","sentiment_score":0.030167393386363983},{"text":"No worries.","start":789.73004,"end":790.47003,"sentiment":"neutral","sentiment_score":0.058529388159513474}],"sentiment":"neutral","sentiment_score":0.049075389901796974,"channel":1,"num_words":3,"start":789.33,"end":790.47003},{"sentences":[{"text":"So your email address, it's still the same, tanishadegenova1@gmail.com.","start":790.95,"end":798.57,"sentiment":"neutral","sentiment_score":0.03608475087417497}],"sentiment":"neutral","sentiment_score":0.03608475087417497,"channel":0,"num_words":9,"start":790.95,"end":798.57},{"sentences":[{"text":"Yeah.","start":799.065,"end":799.225,"sentiment":"neutral","sentiment_score":0.04315708577632904},{"text":"Yeah.","start":799.225,"end":799.725,"sentiment":"neutral","sentiment_score":0.05247127264738083}],"sentiment":"neutral","sentiment_score":0.047814179211854935,"channel":1,"num_words":2,"start":799.065,"end":799.725},{"sentences":[{"text":"Okay.","start":800.39,"end":800.79004,"sentiment":"neutral","sentiment_score":0.09249642491340636},{"text":"Thank you.","start":800.79004,"end":801.525,"sentiment":"neutral","sentiment_score":0.20890797674655914},{"text":"So on Monday, what are we what our accounts will do is they will make a one time invoice for your April, and then we will process","start":801.765,"end":809.92505,"sentiment":"neutral","sentiment_score":0.06420780152634338}],"sentiment":"neutral","sentiment_score":0.07479743398725987,"channel":0,"num_words":30,"start":800.39,"end":809.92505},{"sentences":[{"text":"Yes.","start":809.5,"end":810.0,"sentiment":"neutral","sentiment_score":0.03695035353302955}],"sentiment":"neutral","sentiment_score":0.03695035353302955,"channel":1,"num_words":1,"start":809.5,"end":810.0},{"sentences":[{"text":"the amount.","start":809.92505,"end":810.66504,"sentiment":"neutral","sentiment_score":0.03207879979163408},{"text":"And then after this call, I've already submitted the request for refund.","start":810.965,"end":815.945,"sentiment":"neutral","sentiment_score":0.05691226478666067},{"text":"Just wait for the email shortly with a screenshot for your reference.","start":816.39,"end":821.93005,"sentiment":"neutral","sentiment_score":0.05484354682266712},{"text":"Okay?","start":821.99005,"end":822.49005,"sentiment":"neutral","sentiment_score":0.04031936451792717}],"sentiment":"neutral","sentiment_score":0.05353876679307885,"channel":0,"num_words":27,"start":809.92505,"end":822.49005},{"sentences":[{"text":"No worries.","start":822.94,"end":823.5,"sentiment":"neutral","sentiment_score":0.10595456138253212},{"text":"Thank you.","start":823.5,"end":824.32,"sentiment":"neutral","sentiment_score":0.22795525938272476}],"sentiment":"neutral","sentiment_score":0.16695491038262844,"channel":1,"num_words":4,"start":822.94,"end":824.32},{"sentences":[{"text":"Alright.","start":824.15,"end":824.65,"sentiment":"neutral","sentiment_score":0.27281856536865234},{"text":"You're most welcome.","start":824.71,"end":825.85004,"sentiment":"positive","sentiment_score":0.4319345951080322},{"text":"And please, with this agreement, I do expect that we follow this.","start":825.91003,"end":833.055,"sentiment":"positive","sentiment_score":0.3391970420877139},{"text":"In that way, we could avoid any complication.","start":833.055,"end":835.71497,"sentiment":"neutral","sentiment_score":0.23277255287393928},{"text":"Alright?","start":836.01495,"end":836.51495,"sentiment":"neutral","sentiment_score":0.16276071965694427}],"sentiment":"neutral","sentiment_score":0.30655711993575097,"channel":0,"num_words":25,"start":824.15,"end":836.51495},{"sentences":[{"text":"No worries.","start":837.19495,"end":837.83496,"sentiment":"neutral","sentiment_score":0.16253167390823364},{"text":"Thank you.","start":837.83496,"end":838.57495,"sentiment":"neutral","sentiment_score":0.28988906741142273}],"sentiment":"neutral","sentiment_score":0.22621037065982819,"channel":1,"num_words":4,"start":837.19495,"end":838.57495},{"sentences":[{"text":"Alright.","start":838.175,"end":838.675,"sentiment":"neutral","sentiment_score":0.2860679030418396},{"text":"Tanisha, thank you for your time.","start":838.975,"end":840.735,"sentiment":"positive","sentiment_score":0.5075260053078333},{"text":"Anything else that I may help you?","start":840.735,"end":842.755,"sentiment":"neutral","sentiment_score":0.21673945869718278}],"sentiment":"positive","sentiment_score":0.34631429612636566,"channel":0,"num_words":14,"start":838.175,"end":842.755},{"sentences":[{"text":"No.","start":843.19,"end":843.43,"sentiment":"neutral","sentiment_score":0.0007127523422241211},{"text":"No.","start":843.43,"end":843.75,"sentiment":"neutral","sentiment_score":-0.003207596018910408},{"text":"That's it.","start":843.75,"end":844.49,"sentiment":"neutral","sentiment_score":0.01175987790338695}],"sentiment":"neutral","sentiment_score":0.0052562280325219035,"channel":1,"num_words":4,"start":843.19,"end":844.49},{"sentences":[{"text":"Okay.","start":844.90295,"end":845.14294,"sentiment":"neutral","sentiment_score":0.28267934918403625},{"text":"Appreciate it.","start":845.14294,"end":846.02295,"sentiment":"positive","sentiment_score":0.5088518559932709},{"text":"And please be have a nice day, and be safe.","start":846.02295,"end":850.1229,"sentiment":"positive","sentiment_score":0.4872893303632736},{"text":"Bye bye.","start":850.26294,"end":850.9229,"sentiment":"neutral","sentiment_score":0.21922825276851654}],"sentiment":"positive","sentiment_score":0.44078219135602315,"channel":0,"num_words":15,"start":844.90295,"end":850.9229},{"sentences":[{"text":"You too.","start":850.70996,"end":851.26996,"sentiment":"neutral","sentiment_score":0.19121103733778},{"text":"Bye, doc.","start":851.26996,"end":852.00995,"sentiment":"neutral","sentiment_score":0.11507032066583633}],"sentiment":"neutral","sentiment_score":0.15314067900180817,"channel":1,"num_words":4,"start":850.70996,"end":852.00995}]},"summary":{"result":"success","short":"The customer called about a negative account on their internet bill and wants to reverse the charge. The agent confirms the customer's information and explains that the account is negative due to overdue invoices, but they can grant a refund request. The agent also asks the customer to confirm their email address and explains that the refund request will be sent to them."},"intents":{"segments":[{"text":"so Thank much you so for much. calling your Tel accounts.","start_word":4,"end_word":14,"intents":[{"intent":"Express appreciation","confidence_score":0.0034283954}]},{"text":"So this more just recently, I just paid my overdue overdue Internet bill.","start_word":25,"end_word":37,"intents":[{"intent":"Inquire about overdue bill","confidence_score":0.007913118}]},{"text":"So this more just recently, I just paid my overdue overdue Internet bill. My other bill isn't due, but you took money from my account. My account is now negative.","start_word":25,"end_word":54,"intents":[{"intent":"Reverse bill","confidence_score":0.13856296}]},{"text":"So this more just recently, I just paid my overdue overdue Internet bill. My other bill isn't due, but you took money from my account. My account is now negative. I want that charge reversed because Oh, I'm let not me getting a just I'm not let getting me a just $15 fee. let me just go ahead and check your account here first, and we appreciate your call to start this out.","start_word":25,"end_word":97,"intents":[{"intent":"Check account status","confidence_score":0.025240522},{"intent":"Discuss payment method","confidence_score":0.00057445065}]},{"text":"let me just go ahead and check your account here first, and we appreciate your call to start this out. May you please confirm your full name?","start_word":78,"end_word":104,"intents":[{"intent":"Check account","confidence_score":0.88198805},{"intent":"Verify payment method","confidence_score":0.0009290899},{"intent":"Check account","confidence_score":0.17500843},{"intent":"Check account","confidence_score":0.25240153}]},{"text":"May you please confirm your full name?","start_word":98,"end_word":104,"intents":[{"intent":"Confirm name","confidence_score":0.20453264},{"intent":"Confirm name","confidence_score":0.14347622},{"intent":"Confirm name","confidence_score":0.08616545},{"intent":"Check account information","confidence_score":0.0024626115},{"intent":"Confirm name","confidence_score":0.19318248},{"intent":"Confirm account information","confidence_score":0.0013776645}]},{"text":"Let me just go over to your account. Okay. So, yeah, I could see in here that there were two payments processed, and these two payments cover your March and April invoice, which are both overdue.","start_word":119,"end_word":154,"intents":[{"intent":"Look at account","confidence_score":0.00042580278}]},{"text":"So, yeah, I could see in here that there were two payments processed, and these two payments cover your March and April invoice, which are both overdue.","start_word":128,"end_word":154,"intents":[{"intent":"Confirm account balance","confidence_score":0.002356126}]},{"text":"I get what you're saying that you intend to pay your March invoice only today. Right?","start_word":251,"end_word":266,"intents":[{"intent":"Confirm payment date","confidence_score":0.0065692333},{"intent":"Confirm billing intention","confidence_score":0.00014820952}]},{"text":"$9.95.","start_word":270,"end_word":270,"intents":[{"intent":"Confirm payment amount","confidence_score":0.009398881}]},{"text":"Because our billing process is every first, so Monday will be the let me check here. Just give me a minute, sir. I'm trying to help you out on this. Okay?","start_word":492,"end_word":522,"intents":[{"intent":"Help with billing process","confidence_score":0.0024235642}]},{"text":"Even though this one is not applicable for a refund since it's outstanding, but let me see what I can do.","start_word":523,"end_word":543,"intents":[{"intent":"Request refund for overdue account","confidence_score":0.000038130267}]},{"text":"So on Monday, we will go ahead and reprocess this amount.","start_word":652,"end_word":662,"intents":[{"intent":"Reprocess payment amount","confidence_score":0.04995177}]},{"text":"But are you receiving our emails about your account, if I may ask? Yeah.","start_word":739,"end_word":752,"intents":[{"intent":"Check account status","confidence_score":0.18336144}]},{"text":"I'm doing it now. And then afterwards, I will once it's approved, I'll send you the screenshot of the refund request, okay, No.","start_word":808,"end_word":830,"intents":[{"intent":"Request refund","confidence_score":0.015817065}]},{"text":"So on Monday, what are we what our accounts will do is they will make a one time invoice for your April, and then we will process Yes.","start_word":851,"end_word":878,"intents":[{"intent":"Make invoice","confidence_score":0.0072966353}]},{"text":"And then after this call, I've already submitted the request for refund. Just wait for the email shortly with a screenshot for your reference. Okay? No worries.","start_word":881,"end_word":907,"intents":[{"intent":"Provide screenshot","confidence_score":0.12796399}]},{"text":"Alright. You're most welcome. And please, with this agreement, I do expect that we follow this. In that way, we could avoid any complication. Alright? No worries.","start_word":910,"end_word":936,"intents":[{"intent":"Provide clarification","confidence_score":0.0008530514}]},{"text":"And please, with this agreement, I do expect that we follow this. In that way, we could avoid any complication. Alright? No worries.","start_word":914,"end_word":936,"intents":[{"intent":"Follow agreement","confidence_score":0.57059705}]},{"text":"Tanisha, thank you for your time. Anything else that I may help you?","start_word":940,"end_word":952,"intents":[{"intent":"Request assistance","confidence_score":0.31893352}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.22504332661628723},{"text":"Thank you Hi. so Thank much you so for much. calling your Tel accounts. How may I help you today?","start_word":1,"end_word":20,"sentiment":"positive","sentiment_score":0.5259255766868591},{"text":"How are you going? So this more just recently, I just paid my overdue overdue Internet bill. My other bill isn't due, but you took money from my account.","start_word":21,"end_word":49,"sentiment":"neutral","sentiment_score":-0.1453414112329483},{"text":"My account is now negative. I want that charge reversed because Oh, I'm let not me getting a just I'm not let getting me a just $15 fee.","start_word":50,"end_word":77,"sentiment":"negative","sentiment_score":-0.39995062351226807},{"text":"let me just go ahead and check your account here first, and we appreciate your call to start this out. May you please confirm your full name? Tanisha DeGenevoss. Okay. Thank you. One moment here. Just bear with me. Okay? Yes. Let me just go over to your account. Okay. So, yeah, I could see in here that there were two payments processed, and these two payments cover your March and April invoice, which are both overdue. Yeah. But I didn't ask for the other one to come out of my account.","start_word":78,"end_word":169,"sentiment":"neutral","sentiment_score":-0.011860673315823078},{"text":"I paid one, and now my account is negative because I did not physically pay it myself, and I haven't even Mhmm.","start_word":170,"end_word":191,"sentiment":"negative","sentiment_score":-0.4295935332775116},{"text":"got it on that money used to Mhmm.","start_word":192,"end_word":199,"sentiment":"neutral","sentiment_score":-0.3265579044818878},{"text":"come out of my account.","start_word":200,"end_word":204,"sentiment":"negative","sentiment_score":-0.3353344798088074},{"text":"Mhmm. I'm I not understand. So yeah. I'm trying to check on here. I get what you are saying that you've because I'm showing here that we sent you multiple follow ups in reference with the outstanding balances on your account to avoid any service disruption. I get what you're saying that you intend to pay your March invoice only today. Right? The 70 Yes. $9.95. And then the system since the April remains outstanding, the system also process the remaining outstanding, which is for your April invoice, and that's the one you're calling about that you are not intend to pay this today. Is that right? Yeah. That's correct. But you are aware that it's overdue. Is that correct? Yeah. Yeah. I'm waiting for invoices to come through, like, because I work for myself. So Mhmm. I'm waiting for invoices to be paid to me, which will the other invoice will be paid by the weekend or earliest Monday, but it's come out of my account.","start_word":205,"end_word":371,"sentiment":"neutral","sentiment_score":-0.16040435049705162},{"text":"My account's negative.","start_word":372,"end_word":374,"sentiment":"negative","sentiment_score":-0.41873931884765625},{"text":"Mhmm. I understand. I can go ahead and see what we can do in reference with this. But if I may ask, I I do get what you're trying to say that your account is negative now because you just intend to pay the one overdue for March, which is Yeah. long overdue. Right? Yeah. However, since this one is overdue, I can go ahead and work to grant your request. But if I may ask, when are you intend to pay your April invoice which is already overdue? I Because just I'm I've just said that it'll be paid by Monday. I Monday. just I'm waiting for invoices to come into my account. Okay. So Monday. Because our billing process is every first, so Monday will be the let me check here. Just give me a minute, sir. I'm trying to help you out on this. Okay? Even though this one is not applicable for a refund since it's outstanding, but let me see what I can do. I do understand what you're trying to point out here. Just be on the line. Okay, Tanisha? Yeah. Yeah. Thank you. Hi, Shannon. Tanisha, are you still on the line? Yeah. Alright. Just keep holding. Okay? I'm trying to work this out for you. Yeah. No worries. Tanisha Yeah. is this better? I'm sorry. Yes. You caught up. No. Alright. No. You're not. Yeah. That's perfect. So, Tanisha, I did my best to push your request because I understand where you're coming from. K? Yeah. However, you have to ensure. Please ensure that funds will be available on Monday to reprocess Yeah. your payment for April services. Okay? So on Monday, we will go ahead and reprocess this amount. You have Yeah. to ensure funds are available. But Yep. today, I will go ahead and grant your request to help you out. What is the last four digit of your card? It is 9747. Okay. Let me check. 9747. And good thing that we got you on the line because I understand that life can be busy, but we're having a hard time to reach you via phone and then we're not receiving any response. But are you receiving our emails about your account, if I may ask? Yeah. Yeah. Okay. So we kindly ask that you provide us a response in reference with that. Okay? Because we would Delors.","start_word":375,"end_word":773,"sentiment":"neutral","sentiment_score":-0.008113338058828412},{"text":"like to corroborate with you, and we valued you as our customer.","start_word":774,"end_word":785,"sentiment":"positive","sentiment_score":0.4566909074783325},{"text":"So one moment. I'm just going back and searching your Mastercard. Last four digit you mentioned, 9747. Yes. Okay. Thank you. 9747. I'm doing it now. And then afterwards, I will once it's approved, I'll send you the screenshot of the refund request, okay, No. for your reference. Yeah. No worries. So your email address, it's still the same, tanishadegenova1@gmail.com. Yeah. Yeah. Okay. Thank you. So on Monday, what are we what our accounts will do is they will make a one time invoice for your April, and then we will process Yes. the amount. And then after this call, I've already submitted the request for refund. Just wait for the email shortly with a screenshot for your reference. Okay? No worries. Thank you. Alright.","start_word":786,"end_word":910,"sentiment":"neutral","sentiment_score":0.0715428963303566},{"text":"You're most welcome. And please, with this agreement, I do expect that we follow this.","start_word":911,"end_word":925,"sentiment":"positive","sentiment_score":0.3617368638515472},{"text":"In that way, we could avoid any complication. Alright? No worries. Thank you. Alright.","start_word":926,"end_word":939,"sentiment":"neutral","sentiment_score":0.21033975481987},{"text":"Tanisha, thank you for your time.","start_word":940,"end_word":945,"sentiment":"positive","sentiment_score":0.4615972936153412},{"text":"Anything else that I may help you? No. No. That's it. Okay.","start_word":946,"end_word":957,"sentiment":"neutral","sentiment_score":0.12065950036048888},{"text":"Appreciate it. And please be have a nice day, and be safe.","start_word":958,"end_word":969,"sentiment":"positive","sentiment_score":0.49535295367240906},{"text":"Bye bye. You too. Bye, doc.","start_word":970,"end_word":975,"sentiment":"neutral","sentiment_score":0.17562751471996307}],"average":{"sentiment":"neutral","sentiment_score":-0.015026103522660752}}}}