{"metadata":{"transaction_key":"deprecated","request_id":"019f2520-97fe-74b1-b716-e82fd54d58a2","sha256":"dc8b962621f396746d9c8edf4c5770241d9cb2f081b246be5b6f3f68796b59a3","created":"2026-07-02T23:18:43.299Z","duration":835.4879,"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":2093,"output_tokens":123},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2287,"output_tokens":2292},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2287,"output_tokens":114}},"results":{"channels":[{"alternatives":[{"transcript":"Good morning. This is Ertel accounts. How may I help you today? Okay. I would love to assist you today. Let me just go ahead and pull out your account here. What is your full name and your date of birth? Nice to have you in the line, Josiah. And your birthday, please? Okay. Perfect. Thank you. And if I understand your question, to withdraw, what do you mean to withdraw? To cancel, terminate the service? Okay. Got it. I'll be happy to check this for you and go over with your account. Let me just hold you for a second. Okay? Thank you. Thank you so much for patiently waiting, Sam. Okay. So as per your record, I do see in here that your account is under twelve month contract. However, you already fulfilled this last February because we had you since February 2025. So it's already been fulfilled this year of February. So so, technically, if you are requesting to terminate a service or subscription, what you need to do is you have to give us a call. It should be over the phone request for security measure. And then you have to provide thirty days notice, which is you have to settle the last invoice or any outstanding on your account. And if I may ask, are you moving out? The reason you're inquiring about a terminating a service? Oh oh, what what was the reason why are you what happened to your service? Oh, okay. So you found an ISP which is nearby to your location. Is that what you're trying to say? No. Oh, okay. And when are you trying to cancel it? Or so we have this documented in your account. Hold on. Oh, I'm so sorry. You caught up. I just heard okay. What is that again? Yeah. You have to provide us a date, or you would be giving us a call. Yeah. That's correct. Like, for example, you would like to cancel your service on the tenth. Right? So, technically, you still needs to pay the July invoice until the tenth. Because we're paying in advance with the network, and we have to also advise the network about a cancellation. But if you would like to consider to stay, we can go ahead and check some sort of discount for you. Because on our end, of course, we don't want to lose you and just let you switch to other provider. Yeah. Actually yeah. Actually, our canceling process or action, it's usually being done during morning. Yeah. Because we are arranging it in advance, and then our tech department will be processing all cancellation during daytime, which is morning. Oh, today is the third. Mhmm. Mhmm. August 4. Okay. One moment. Okay? Mhmm. Oh, yeah. I can have this notated August 4, and then please ensure any outstanding balance will be paid. In that way, your cancellation will process accordingly without delay. Okay? Let me check here. Oh, actually, the invoice has been sent out July 1, and your invoice for this month has been paid already. Yeah. So your next invoice will be the first of next month. That's how our billing process. Every first, all invoices are being sent, and it's covered at current month if you are in a prepaid. No. It's it really depends from the setup of the account, but most of our accounts is prepaid. So let me just open one invoice for you just to make sure. Yeah. You still needs to pay on August. So the invoice you have is is this current month covering July 1 to the end of this month, and then your next invoice will be sent out on the first, and that will cover the August. Yeah. Because we're that's right. Because we are sorry. We're paying in advance to the network. Like, for example, this July services was being paid June. The August services is being paid July. That's the arrangement. Reason why we're asking our customer included to our policy that they need to provide thirty days notice for any cancellation. Oh, no. You don't need to give us a call. I will notate this on our end that you would like to cancel it on August, and then we will be is it let me check. I think you set up, like, a direct debit or automatic payment on your account. So is it okay even though the payment, it's being processed automatically on on our accounts back and between the fifth till the tenth of each month, since you would like to cancel it the fourth, is it okay to process your invoice by the fourth? In that way, we could proceed with the cancellation? Because it should be zero balance. Yeah. That's correct. Because once we submitted the request to have it canceled to our tech team, they it should show a zero balance. They will give back the account to us if it's a zero balance unless it's fully paid. Yeah. I will I will send you the email cancellation. And, of course, once your payment has been processed successfully on the August 4, you will receive a official receipt. And then once your service has been successfully canceled, you will also receive a email confirmation for your reference that it's what it was canceled. So you can but anyway, Josie, I do respect your decision in reference with canceling it and transferring to other provider. Would you like to just consider this offer? I can go ahead and extend another 15% discount for six months. So you can just stay with Airtel. So you really would like to explore another ISP nearby? Uh-huh. Okay. I appreciate that, Josea. So everything will be properly noted, and then we'll go from there. And also one moment here. Check email address. So your email address is still active. Right? Joshay wu29@gmail.com just to ensure you will be receiving all the updates from the request that you're having? Okay. That's perfect. So anything else? Yeah. I'll be sending an email once your that that that's our standard process. If we will be if we cancel a service, we will definitely send an email confirmation, of course, for reference. Okay? But if you change your mind, just give us a call. Let us know. Okay? You're one of our valued customers. So on our end, we don't want to lose you, but I do respect your decision. I do appreciate your call today and time. Yeah. Thank you. Have a good one, and be safe. Mhmm. Cheers. 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morning. This is Ertel accounts. How may I help you today? Okay. I would love to assist you today.\n\nLet me just go ahead and pull out your account here. What is your full name and your date of birth? Nice to have you in the line, Josiah. And your birthday, please? Okay.\n\nPerfect. Thank you. And if I understand your question, to withdraw, what do you mean to withdraw? To cancel, terminate the service? Okay.\n\nGot it. I'll be happy to check this for you and go over with your account. Let me just hold you for a second. Okay? Thank you.\n\nThank you so much for patiently waiting, Sam. Okay. So as per your record, I do see in here that your account is under twelve month contract. However, you already fulfilled this last February because we had you since February 2025. So it's already been fulfilled this year of February.\n\nSo so, technically, if you are requesting to terminate a service or subscription, what you need to do is you have to give us a call. It should be over the phone request for security measure. And then you have to provide thirty days notice, which is you have to settle the last invoice or any outstanding on your account. And if I may ask, are you moving out? The reason you're inquiring about a terminating a service?\n\nOh oh, what what was the reason why are you what happened to your service? Oh, okay. So you found an ISP which is nearby to your location. Is that what you're trying to say? No.\n\nOh, okay. And when are you trying to cancel it? Or so we have this documented in your account. Hold on. Oh, I'm so sorry.\n\nYou caught up. I just heard okay. What is that again? Yeah. You have to provide us a date, or you would be giving us a call.\n\nYeah. That's correct. Like, for example, you would like to cancel your service on the tenth. Right? So, technically, you still needs to pay the July invoice until the tenth.\n\nBecause we're paying in advance with the network, and we have to also advise the network about a cancellation. But if you would like to consider to stay, we can go ahead and check some sort of discount for you. Because on our end, of course, we don't want to lose you and just let you switch to other provider. Yeah. Actually yeah.\n\nActually, our canceling process or action, it's usually being done during morning. Yeah. Because we are arranging it in advance, and then our tech department will be processing all cancellation during daytime, which is morning. Oh, today is the third. Mhmm.\n\nMhmm. August 4. Okay. One moment. Okay?\n\nMhmm. Oh, yeah. I can have this notated August 4, and then please ensure any outstanding balance will be paid. In that way, your cancellation will process accordingly without delay. Okay?\n\nLet me check here. Oh, actually, the invoice has been sent out July 1, and your invoice for this month has been paid already. Yeah. So your next invoice will be the first of next month. That's how our billing process.\n\nEvery first, all invoices are being sent, and it's covered at current month if you are in a prepaid. No. It's it really depends from the setup of the account, but most of our accounts is prepaid. So let me just open one invoice for you just to make sure. Yeah.\n\nYou still needs to pay on August. So the invoice you have is is this current month covering July 1 to the end of this month, and then your next invoice will be sent out on the first, and that will cover the August. Yeah. Because we're that's right. Because we are sorry.\n\nWe're paying in advance to the network. Like, for example, this July services was being paid June. The August services is being paid July. That's the arrangement. Reason why we're asking our customer included to our policy that they need to provide thirty days notice for any cancellation.\n\nOh, no. You don't need to give us a call. I will notate this on our end that you would like to cancel it on August, and then we will be is it let me check. I think you set up, like, a direct debit or automatic payment on your account. So is it okay even though the payment, it's being processed automatically on on our accounts back and between the fifth till the tenth of each month, since you would like to cancel it the fourth, is it okay to process your invoice by the fourth?\n\nIn that way, we could proceed with the cancellation? Because it should be zero balance. Yeah. That's correct. Because once we submitted the request to have it canceled to our tech team, they it should show a zero balance.\n\nThey will give back the account to us if it's a zero balance unless it's fully paid. Yeah. I will I will send you the email cancellation. And, of course, once your payment has been processed successfully on the August 4, you will receive a official receipt. And then once your service has been successfully canceled, you will also receive a email confirmation for your reference that it's what it was canceled.\n\nSo you can but anyway, Josie, I do respect your decision in reference with canceling it and transferring to other provider. Would you like to just consider this offer? I can go ahead and extend another 15% discount for six months. So you can just stay with Airtel. So you really would like to explore another ISP nearby?\n\nUh-huh. Okay. I appreciate that, Josea. So everything will be properly noted, and then we'll go from there. And also one moment here.\n\nCheck email address. So your email address is still active. Right? Joshay wu29@gmail.com just to ensure you will be receiving all the updates from the request that you're having? Okay.\n\nThat's perfect. So anything else? Yeah. I'll be sending an email once your that that that's our standard process. If we will be if we cancel a service, we will definitely send an email confirmation, of course, for reference.\n\nOkay? But if you change your mind, just give us a call. Let us know. Okay? You're one of our valued customers.\n\nSo on our end, we don't want to lose you, but I do respect your decision. I do appreciate your call today and time. Yeah. Thank you. Have a good one, and be safe.\n\nMhmm. Cheers. Bye bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.24,"end":0.88,"sentiment":"positive","sentiment_score":0.3816932886838913},{"text":"This is Ertel accounts.","start":0.88,"end":2.24,"sentiment":"neutral","sentiment_score":0.27825553715229034},{"text":"How may I help you today?","start":2.24,"end":3.54,"sentiment":"neutral","sentiment_score":0.318352776269118},{"text":"Okay.","start":15.215,"end":15.535,"sentiment":"neutral","sentiment_score":0.21539482474327087},{"text":"I would love to assist you today.","start":15.535,"end":17.555,"sentiment":"positive","sentiment_score":0.4841427803039551}],"sentiment":"positive","sentiment_score":0.3695459835231304,"num_words":20,"start":0.24,"end":17.555},{"sentences":[{"text":"Let me just go ahead and pull out your account here.","start":17.775,"end":20.335,"sentiment":"neutral","sentiment_score":0.24806642125953327},{"text":"What is your full name and your date of 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you.","start":71.42,"end":72.32,"sentiment":"neutral","sentiment_score":0.2792704850435257}],"sentiment":"neutral","sentiment_score":0.2801141649208687,"num_words":27,"start":62.3,"end":72.32},{"sentences":[{"text":"Thank you so much for patiently waiting, Sam.","start":203.69,"end":206.99,"sentiment":"positive","sentiment_score":0.43057478964328766},{"text":"Okay.","start":207.77,"end":208.25,"sentiment":"neutral","sentiment_score":0.08661321550607681},{"text":"So as per your record, I do see in here that your account is under twelve month contract.","start":208.25,"end":213.31,"sentiment":"neutral","sentiment_score":0.014058029382593103},{"text":"However, you already fulfilled this last February because we had you since February 2025.","start":213.45,"end":222.51501,"sentiment":"neutral","sentiment_score":0.02807666494378022},{"text":"So it's already been fulfilled this year of February.","start":222.515,"end":226.135,"sentiment":"neutral","sentiment_score":0.08254140987992287}],"sentiment":"neutral","sentiment_score":0.09840404119342566,"num_words":50,"start":203.69,"end":226.135},{"sentences":[{"text":"So so, technically, if you are requesting to terminate a service or subscription, what you need to do is you have to give us a call.","start":226.475,"end":237.3,"sentiment":"neutral","sentiment_score":-0.0282818958736383},{"text":"It should be over the phone request for security measure.","start":237.36,"end":240.5,"sentiment":"neutral","sentiment_score":0.006703438982367515},{"text":"And then you have to provide thirty days notice, which is you have to settle the last invoice or any outstanding on your account.","start":240.88,"end":250.35501,"sentiment":"neutral","sentiment_score":-0.038145568842689194},{"text":"And if I may ask, are you moving out?","start":250.35501,"end":252.515,"sentiment":"neutral","sentiment_score":-0.05487281166844898},{"text":"The reason you're inquiring about a terminating a service?","start":252.515,"end":255.975,"sentiment":"neutral","sentiment_score":-0.09014534867472118}],"sentiment":"neutral","sentiment_score":-0.03703784613082042,"num_words":78,"start":226.475,"end":255.975},{"sentences":[{"text":"Oh oh, what what was the reason why are you what happened to your service?","start":260.37,"end":265.59,"sentiment":"neutral","sentiment_score":-0.19096044500668843},{"text":"Oh, okay.","start":282.90002,"end":283.7,"sentiment":"neutral","sentiment_score":0.08138372749090195},{"text":"So you found an ISP which is nearby to your location.","start":283.7,"end":288.42,"sentiment":"neutral","sentiment_score":0.07768851586363533},{"text":"Is that what you're trying to say?","start":288.42,"end":290.28,"sentiment":"neutral","sentiment_score":0.0324914558524532},{"text":"No.","start":291.14,"end":291.64,"sentiment":"neutral","sentiment_score":-0.0805874764919281}],"sentiment":"neutral","sentiment_score":-0.04722813419842472,"num_words":36,"start":260.37,"end":291.64},{"sentences":[{"text":"Oh, okay.","start":293.06,"end":293.78,"sentiment":"neutral","sentiment_score":-0.0035091666504740715},{"text":"And when are you trying to cancel it?","start":293.78,"end":299.195,"sentiment":"neutral","sentiment_score":-0.03279596567153931},{"text":"Or so we have this documented in your account.","start":299.195,"end":304.815,"sentiment":"neutral","sentiment_score":-0.00759619888332155},{"text":"Hold on.","start":309.755,"end":310.57498,"sentiment":"neutral","sentiment_score":-0.02324536442756653},{"text":"Oh, I'm so sorry.","start":312.1,"end":313.14,"sentiment":"neutral","sentiment_score":-0.14339815638959408}],"sentiment":"neutral","sentiment_score":-0.038313408121466636,"num_words":25,"start":293.06,"end":313.14},{"sentences":[{"text":"You caught up.","start":313.14,"end":313.86002,"sentiment":"neutral","sentiment_score":-0.3141183654467265},{"text":"I just heard okay.","start":313.86002,"end":315.62003,"sentiment":"neutral","sentiment_score":-0.17321325093507767},{"text":"What is that again?","start":315.62003,"end":316.68002,"sentiment":"neutral","sentiment_score":-0.0908069834113121},{"text":"Yeah.","start":326.595,"end":326.99503,"sentiment":"neutral","sentiment_score":-0.024226495996117592},{"text":"You have to provide us a date, or you would be giving us a call.","start":326.99503,"end":331.89502,"sentiment":"neutral","sentiment_score":-0.02174438548584779}],"sentiment":"neutral","sentiment_score":-0.08699364118553975,"num_words":27,"start":313.14,"end":331.89502},{"sentences":[{"text":"Yeah.","start":339.19998,"end":339.36,"sentiment":"neutral","sentiment_score":0.03942339867353439},{"text":"That's correct.","start":339.36,"end":340.08,"sentiment":"neutral","sentiment_score":0.1064334213733673},{"text":"Like, for example, you would like to cancel your service on the tenth.","start":340.08,"end":347.38,"sentiment":"neutral","sentiment_score":-0.012844307204851737},{"text":"Right?","start":347.68,"end":348.18,"sentiment":"neutral","sentiment_score":0.05027353391051293},{"text":"So, technically, you still needs to pay the July invoice until the tenth.","start":348.8,"end":357.235,"sentiment":"neutral","sentiment_score":-0.05197477899491787}],"sentiment":"neutral","sentiment_score":-0.0180028115088741,"num_words":30,"start":339.19998,"end":357.235},{"sentences":[{"text":"Because we're paying in advance with the network, and we have to also advise the network about a cancellation.","start":357.895,"end":365.675,"sentiment":"neutral","sentiment_score":0.05270892322847718},{"text":"But if you would like to consider to stay, we can go ahead and check some sort of discount for you.","start":366.535,"end":373.89,"sentiment":"neutral","sentiment_score":0.2181097868652571},{"text":"Because on our end, of course, we don't want to lose you and just let you switch to other provider.","start":373.89,"end":379.91,"sentiment":"neutral","sentiment_score":0.08245173059403896},{"text":"Yeah.","start":389.235,"end":389.555,"sentiment":"neutral","sentiment_score":0.056567348539829254},{"text":"Actually yeah.","start":389.555,"end":390.75497,"sentiment":"neutral","sentiment_score":0.04406828060746193}],"sentiment":"neutral","sentiment_score":0.11707164424042853,"num_words":63,"start":357.895,"end":390.75497},{"sentences":[{"text":"Actually, our canceling process or action, it's usually being done during morning.","start":390.75497,"end":398.375,"sentiment":"neutral","sentiment_score":0.017469233522812527},{"text":"Yeah.","start":400.81998,"end":401.22,"sentiment":"neutral","sentiment_score":0.044403087347745895},{"text":"Because we are arranging it in advance, and then our tech department will be processing all cancellation during daytime, which is morning.","start":401.22,"end":412.12,"sentiment":"neutral","sentiment_score":-0.0911058746278286},{"text":"Oh, today is the third.","start":426.00998,"end":427.38998,"sentiment":"neutral","sentiment_score":-0.003847014158964157},{"text":"Mhmm.","start":430.00998,"end":430.25998,"sentiment":"neutral","sentiment_score":0.030873624607920647}],"sentiment":"neutral","sentiment_score":-0.04240626337506422,"num_words":41,"start":390.75497,"end":430.25998},{"sentences":[{"text":"Mhmm.","start":430.25998,"end":430.75998,"sentiment":"neutral","sentiment_score":0.0189642570912838},{"text":"August 4.","start":466.57498,"end":467.63498,"sentiment":"neutral","sentiment_score":0.007447354495525359},{"text":"Okay.","start":468.01498,"end":468.51498,"sentiment":"neutral","sentiment_score":0.03294398635625839},{"text":"One moment.","start":468.57498,"end":469.215,"sentiment":"neutral","sentiment_score":0.034344376996159554},{"text":"Okay?","start":469.215,"end":469.715,"sentiment":"neutral","sentiment_score":0.03743112087249756}],"sentiment":"neutral","sentiment_score":0.024703261043344225,"num_words":7,"start":430.25998,"end":469.715},{"sentences":[{"text":"Mhmm.","start":478.495,"end":478.995,"sentiment":"neutral","sentiment_score":0.06704449653625488},{"text":"Oh, yeah.","start":481.62,"end":482.1,"sentiment":"neutral","sentiment_score":0.1691436991095543},{"text":"I can have this notated August 4, and then please ensure any outstanding balance will be paid.","start":482.1,"end":490.6,"sentiment":"neutral","sentiment_score":0.22398144182036905},{"text":"In that way, your cancellation will process accordingly without delay.","start":490.74,"end":496.73502,"sentiment":"neutral","sentiment_score":0.3065762333571911},{"text":"Okay?","start":496.73502,"end":497.23502,"sentiment":"neutral","sentiment_score":0.1358574628829956}],"sentiment":"neutral","sentiment_score":0.23918181297279173,"num_words":31,"start":478.495,"end":497.23502},{"sentences":[{"text":"Let me check here.","start":504.815,"end":505.935,"sentiment":"neutral","sentiment_score":0.029867567121982574},{"text":"Oh, actually, the invoice has been sent out July 1, and your invoice for this month has been paid already.","start":505.935,"end":514.27,"sentiment":"neutral","sentiment_score":0.05460785310715437},{"text":"Yeah.","start":517.45,"end":517.77,"sentiment":"neutral","sentiment_score":0.09977483749389648},{"text":"So your next invoice will be the first of next month.","start":517.77,"end":521.45,"sentiment":"neutral","sentiment_score":0.10246405818245628},{"text":"That's how our billing process.","start":521.45,"end":524.295,"sentiment":"neutral","sentiment_score":0.10192397087812424}],"sentiment":"neutral","sentiment_score":0.07190552835420864,"num_words":41,"start":504.815,"end":524.295},{"sentences":[{"text":"Every first, all invoices are being sent, and it's covered at current month if you are in a prepaid.","start":524.295,"end":532.395,"sentiment":"neutral","sentiment_score":0.06272057522284358},{"text":"No.","start":542.56006,"end":542.88,"sentiment":"neutral","sentiment_score":-0.21274538338184357},{"text":"It's it really depends from the setup of the account, but most of our accounts is prepaid.","start":542.88,"end":551.06006,"sentiment":"neutral","sentiment_score":-0.16715939342975616},{"text":"So let me just open one invoice for you just to make sure.","start":552.005,"end":555.705,"sentiment":"neutral","sentiment_score":-0.09336104415930234},{"text":"Yeah.","start":558.645,"end":559.045,"sentiment":"neutral","sentiment_score":-0.08473128080368042}],"sentiment":"neutral","sentiment_score":-0.061984097986829044,"num_words":51,"start":524.295,"end":559.045},{"sentences":[{"text":"You still needs to pay on August.","start":559.045,"end":561.305,"sentiment":"neutral","sentiment_score":-0.22294538361685617},{"text":"So the invoice you have is is this current month covering July 1 to the end of this month, and then your next invoice will be sent out on the first, and that will cover the August.","start":561.925,"end":577.65,"sentiment":"neutral","sentiment_score":0.010092636419309152},{"text":"Yeah.","start":582.185,"end":582.50494,"sentiment":"neutral","sentiment_score":0.02543855458498001},{"text":"Because we're that's right.","start":582.50494,"end":584.02496,"sentiment":"neutral","sentiment_score":0.023792714346200228},{"text":"Because we are sorry.","start":584.02496,"end":586.365,"sentiment":"neutral","sentiment_score":-0.14017943292856216}],"sentiment":"neutral","sentiment_score":-0.030703744482038157,"num_words":53,"start":559.045,"end":586.365},{"sentences":[{"text":"We're paying in advance to the network.","start":586.82495,"end":589.565,"sentiment":"neutral","sentiment_score":-0.1130683251789638},{"text":"Like, for example, this July services was being paid June.","start":589.625,"end":594.38,"sentiment":"neutral","sentiment_score":-0.03459007889032364},{"text":"The August services is being paid July.","start":594.92,"end":597.0,"sentiment":"neutral","sentiment_score":-0.029576706566980908},{"text":"That's the arrangement.","start":597.0,"end":597.98,"sentiment":"neutral","sentiment_score":-0.0775748963157336},{"text":"Reason why we're asking our customer included to our policy that they need to provide thirty days notice for any cancellation.","start":598.12,"end":606.445,"sentiment":"neutral","sentiment_score":-0.11223669492063068}],"sentiment":"neutral","sentiment_score":-0.08196065194594364,"num_words":48,"start":586.82495,"end":606.445},{"sentences":[{"text":"Oh, no.","start":616.585,"end":617.065,"sentiment":"neutral","sentiment_score":-0.03933832701295614},{"text":"You don't need to give us a call.","start":617.065,"end":618.985,"sentiment":"neutral","sentiment_score":-0.10182773042470217},{"text":"I will notate this on our end that you would like to cancel it on August, and then we will be is it let me check.","start":618.985,"end":630.49005,"sentiment":"neutral","sentiment_score":0.008497293751973372},{"text":"I think you set up, like, a direct debit or automatic payment on your account.","start":630.79004,"end":637.495,"sentiment":"neutral","sentiment_score":0.04597869440913201},{"text":"So is it okay even though the payment, it's being processed automatically on on our accounts back and between the fifth till the tenth of each month, since you would like to cancel it the fourth, is it okay to process your invoice by the fourth?","start":637.955,"end":657.79004,"sentiment":"neutral","sentiment_score":0.0730257085322038}],"sentiment":"neutral","sentiment_score":0.03480921802831065,"num_words":97,"start":616.585,"end":657.79004},{"sentences":[{"text":"In that way, we could proceed with the cancellation?","start":657.79004,"end":660.45,"sentiment":"neutral","sentiment_score":0.06704520434141159},{"text":"Because it should be zero balance.","start":662.75494,"end":664.935,"sentiment":"neutral","sentiment_score":-0.0750384492178758},{"text":"Yeah.","start":670.675,"end":670.995,"sentiment":"neutral","sentiment_score":0.04835262149572373},{"text":"That's correct.","start":670.995,"end":671.875,"sentiment":"neutral","sentiment_score":0.08676667883992195},{"text":"Because once we submitted the request to have it canceled to our tech team, they it should show a zero balance.","start":671.875,"end":679.52,"sentiment":"neutral","sentiment_score":-0.08467697689221018}],"sentiment":"neutral","sentiment_score":-0.03597831773834351,"num_words":39,"start":657.79004,"end":679.52},{"sentences":[{"text":"They will give back the account to us if it's a zero balance unless it's fully paid.","start":680.06,"end":687.6,"sentiment":"neutral","sentiment_score":-0.14550969004631042},{"text":"Yeah.","start":691.58,"end":691.9,"sentiment":"neutral","sentiment_score":0.00902133621275425},{"text":"I will I will send you the email cancellation.","start":691.9,"end":697.33496,"sentiment":"neutral","sentiment_score":0.005568157053656048},{"text":"And, of course, once your payment has been processed successfully on the August 4, you will receive a official receipt.","start":697.71497,"end":705.57495,"sentiment":"neutral","sentiment_score":0.2439562574028969},{"text":"And then once your service has been successfully canceled, you will also receive a email confirmation for your reference that it's what it was canceled.","start":705.86005,"end":716.52,"sentiment":"neutral","sentiment_score":0.14786588981747628}],"sentiment":"neutral","sentiment_score":0.08557281128337814,"num_words":72,"start":680.06,"end":716.52},{"sentences":[{"text":"So you can but anyway, Josie, I do respect your decision in reference with canceling it and transferring to other provider.","start":718.58,"end":728.055,"sentiment":"neutral","sentiment_score":0.11729790625118074},{"text":"Would you like to just consider this offer?","start":728.835,"end":732.275,"sentiment":"neutral","sentiment_score":0.10800843592733145},{"text":"I can go ahead and extend another 15% discount for six months.","start":732.275,"end":737.31,"sentiment":"neutral","sentiment_score":0.1156745267411073},{"text":"So you can just stay with Airtel.","start":737.61,"end":739.87,"sentiment":"neutral","sentiment_score":0.022000863882047788},{"text":"So you really would like to explore another ISP nearby?","start":742.01,"end":746.19,"sentiment":"neutral","sentiment_score":0.09875540509819984}],"sentiment":"neutral","sentiment_score":0.10098237823694944,"num_words":58,"start":718.58,"end":746.19},{"sentences":[{"text":"Uh-huh.","start":748.025,"end":748.265,"sentiment":"neutral","sentiment_score":0.10864310711622238},{"text":"Okay.","start":748.265,"end":748.765,"sentiment":"neutral","sentiment_score":0.2605556547641754},{"text":"I appreciate that, Josea.","start":748.825,"end":750.365,"sentiment":"positive","sentiment_score":0.4688933864235878},{"text":"So everything will be properly noted, and then we'll go from there.","start":750.905,"end":756.205,"sentiment":"positive","sentiment_score":0.35435139884551364},{"text":"And also one moment here.","start":756.505,"end":759.325,"sentiment":"neutral","sentiment_score":0.16422586143016815}],"sentiment":"neutral","sentiment_score":0.31817906090746756,"num_words":23,"start":748.025,"end":759.325},{"sentences":[{"text":"Check email address.","start":761.23004,"end":762.77,"sentiment":"neutral","sentiment_score":0.07353319724400838},{"text":"So your email address is still active.","start":763.79004,"end":767.23004,"sentiment":"neutral","sentiment_score":0.08702451097113746},{"text":"Right?","start":767.23004,"end":767.73004,"sentiment":"neutral","sentiment_score":0.10898301005363464},{"text":"Joshay wu29@gmail.com just to ensure you will be receiving all the updates from the request that you're having?","start":768.67004,"end":776.425,"sentiment":"neutral","sentiment_score":0.1637737105290095},{"text":"Okay.","start":778.165,"end":778.485,"sentiment":"neutral","sentiment_score":0.22995612025260925}],"sentiment":"neutral","sentiment_score":0.1372212362786134,"num_words":30,"start":761.23004,"end":778.485},{"sentences":[{"text":"That's perfect.","start":778.485,"end":779.38495,"sentiment":"positive","sentiment_score":0.5095046162605286},{"text":"So anything else?","start":779.52496,"end":781.38495,"sentiment":"neutral","sentiment_score":0.14344450334707895},{"text":"Yeah.","start":793.25,"end":793.65,"sentiment":"neutral","sentiment_score":0.041646555066108704},{"text":"I'll be sending an email once your that that that's our standard process.","start":793.65,"end":798.55,"sentiment":"neutral","sentiment_score":0.054404121751968675},{"text":"If we will be if we cancel a service, we will definitely send an email confirmation, of course, for reference.","start":799.08997,"end":806.605,"sentiment":"neutral","sentiment_score":0.09198793452233076}],"sentiment":"neutral","sentiment_score":0.10353850181668232,"num_words":39,"start":778.485,"end":806.605},{"sentences":[{"text":"Okay?","start":807.225,"end":807.725,"sentiment":"neutral","sentiment_score":0.03400957211852074},{"text":"But if you change your mind, just give us a call.","start":808.105,"end":811.08496,"sentiment":"neutral","sentiment_score":0.0361956503580917},{"text":"Let us know.","start":811.225,"end":812.20496,"sentiment":"neutral","sentiment_score":0.040880270302295685},{"text":"Okay?","start":813.46497,"end":813.96497,"sentiment":"neutral","sentiment_score":0.061603061854839325},{"text":"You're one of our valued customers.","start":814.90497,"end":816.925,"sentiment":"neutral","sentiment_score":0.20089600483576456}],"sentiment":"neutral","sentiment_score":0.08280825581062924,"num_words":22,"start":807.225,"end":816.925},{"sentences":[{"text":"So on our end, we don't want to lose you, but I do respect your decision.","start":817.065,"end":822.07996,"sentiment":"neutral","sentiment_score":0.13390880217775702},{"text":"I do appreciate your call today and time.","start":822.22,"end":825.83997,"sentiment":"positive","sentiment_score":0.46865011006593704},{"text":"Yeah.","start":827.57996,"end":828.07996,"sentiment":"positive","sentiment_score":0.34056103229522705},{"text":"Thank you.","start":828.13995,"end":828.77997,"sentiment":"positive","sentiment_score":0.47623538970947266},{"text":"Have a good one, and be safe.","start":828.77997,"end":830.72,"sentiment":"positive","sentiment_score":0.5241919415337699}],"sentiment":"neutral","sentiment_score":0.3192387387594756,"num_words":34,"start":817.065,"end":830.72},{"sentences":[{"text":"Mhmm.","start":832.22,"end":832.62,"sentiment":"positive","sentiment_score":0.6178966760635376},{"text":"Cheers.","start":832.62,"end":833.01996,"sentiment":"positive","sentiment_score":0.6121323108673096},{"text":"Bye bye.","start":833.01996,"end":833.75995,"sentiment":"neutral","sentiment_score":0.11161113530397415}],"sentiment":"positive","sentiment_score":0.36331281438469887,"num_words":4,"start":832.22,"end":833.75995}]}}]},{"alternatives":[{"transcript":"Hi. Good morning. I'm just calling to question on how do I withdraw from my current plan on Airtel. Okay. So on the account, it should be Josiah Woods. It's j o s I a h and then w u. 12/17/2002. Yep. Yeah. I'm just checking on the plan. I'm just checking on the current plan I have right now. Can you check for me whether it's fixed by contract or is it no contract? Yes. Yes. Hi. Hello. No. I'm just changing the service provider. No. It's just in just switching to a more local service provider because I'm based in Sydney, and it's a it takes a bit of time to switch it to Canberra, if that makes sense. Because I tell the ISP is based in Canberra. Yes. Closer. Yeah. Exactly. Yes. Closer. Yeah. Basically. Yeah. Yeah. I'll first have to confirm the date of cancellation, if that's okay. Like, when will this ever end? Yeah. Sorry. There's I need I I need a date of cancel like, date when the service is terminated. Okay. Okay. Okay. For five dates. With it, it's a thirty it has to be thirty days after today. Right? I see. I see. I see. Okay. Yep. And on the day of termination, does this does it mean a start up, like, the midnight of that day, or when does it, like, officially? Okay. Okay. Got it. I see. I see. Let me just quickly check. So it has to be thirty days from now, which is, I believe, the August 2. Is that can I just check to see if that's correct? Yeah. Yeah. Today is the first. Yes. So I just checked. I'll give you a double check. Okay. It doesn't Okay. Okay. Can I do the the August 4? Yes. After Tuesday. Yes. I see. May can you remind me when is the next invoice due for the say, for this month? Okay. So I don't have to pay again. Okay. Okay. Okay. Okay. And each invoice is for the last month. Right? So for example, if I pay in August, I'm paying for the July usage. Right? Is that how I understood it? Okay. Okay. But but I have to do I still have to pay on August? That's my key. Okay. The whole August even though I'm only using it for four days. Is that correct? The call I need to okay. Okay. Okay. Okay. I got it. Okay. Okay. So I just have to call do I have to call call back again on, like, between the first or the August 4? Yes. I did. I did. Spell out my file. So you want yeah. The info yeah. Yeah. Yeah. Yeah. So you want the info to be processed on the fourth. Right? Is that how I understood it? Okay. Okay. Okay. And then I can switch to my service provider. It's like like, on this invoice. Okay. Okay. Okay. Alright. No. It's fine. Okay. It's fine. Thank you. Yeah. Yeah. Yeah. Yeah. Exactly. Yes. That's right. Mhmm. Yes. Nothing else. Yeah. Just you sent if it's okay if you could send the email on, like, the what was it? The August 4, you said? Yeah. August 4 dot yeah. Yeah. Okay. Okay. Okay. Okay. Yeah. Thanks so much. Thank you. Yep. Goodbye. Thank 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Good morning. I'm just calling to question on how do I withdraw from my current plan on Airtel. Okay. So on the account, it should be Josiah Woods.\n\nIt's j o s I a h and then w u. 12/17/2002. Yep. Yeah. I'm just checking on the plan.\n\nI'm just checking on the current plan I have right now. Can you check for me whether it's fixed by contract or is it no contract? Yes. Yes. Hi.\n\nHello. No. I'm just changing the service provider. No. It's just in just switching to a more local service provider because I'm based in Sydney, and it's a it takes a bit of time to switch it to Canberra, if that makes sense.\n\nBecause I tell the ISP is based in Canberra. Yes. Closer. Yeah. Exactly.\n\nYes. Closer. Yeah. Basically. Yeah.\n\nYeah. I'll first have to confirm the date of cancellation, if that's okay. Like, when will this ever end? Yeah. Sorry.\n\nThere's I need I I need a date of cancel like, date when the service is terminated. Okay. Okay. Okay. For five dates.\n\nWith it, it's a thirty it has to be thirty days after today. Right? I see. I see. I see.\n\nOkay. Yep. And on the day of termination, does this does it mean a start up, like, the midnight of that day, or when does it, like, officially? Okay. Okay.\n\nGot it. I see. I see. Let me just quickly check. So it has to be thirty days from now, which is, I believe, the August 2.\n\nIs that can I just check to see if that's correct? Yeah. Yeah. Today is the first. Yes.\n\nSo I just checked. I'll give you a double check. Okay. It doesn't Okay. Okay.\n\nCan I do the the August 4? Yes. After Tuesday. Yes. I see.\n\nMay can you remind me when is the next invoice due for the say, for this month? Okay. So I don't have to pay again. Okay. Okay.\n\nOkay. Okay. And each invoice is for the last month. Right? So for example, if I pay in August, I'm paying for the July usage.\n\nRight? Is that how I understood it? Okay. Okay. But but I have to do I still have to pay on August?\n\nThat's my key. Okay. The whole August even though I'm only using it for four days. Is that correct? The call I need to okay.\n\nOkay. Okay. Okay. I got it. Okay.\n\nOkay. So I just have to call do I have to call call back again on, like, between the first or the August 4? Yes. I did. I did.\n\nSpell out my file. So you want yeah. The info yeah. Yeah. Yeah.\n\nYeah. So you want the info to be processed on the fourth. Right? Is that how I understood it? Okay.\n\nOkay. Okay. And then I can switch to my service provider. It's like like, on this invoice. Okay.\n\nOkay. Okay. Alright. No. It's fine.\n\nOkay. It's fine. Thank you. Yeah. Yeah.\n\nYeah. Yeah. Exactly. Yes. That's right.\n\nMhmm. Yes. Nothing else. Yeah. Just you sent if it's okay if you could send the email on, like, the what was it?\n\nThe August 4, you said? Yeah. August 4 dot yeah. Yeah. Okay.\n\nOkay. Okay. Okay. Yeah. Thanks so much.\n\nThank you. Yep. Goodbye. Thank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":4.24,"end":4.74,"sentiment":"neutral","sentiment_score":0.05194414407014847},{"text":"Good morning.","start":4.7999997,"end":5.54,"sentiment":"neutral","sentiment_score":0.1481192372739315},{"text":"I'm just calling to question on how do I withdraw from my current plan on Airtel.","start":5.6,"end":13.54,"sentiment":"neutral","sentiment_score":0.03490359254647046},{"text":"Okay.","start":24.925,"end":25.325,"sentiment":"neutral","sentiment_score":0.04309510812163353},{"text":"So on the account, it should be Josiah Woods.","start":25.325,"end":29.085,"sentiment":"neutral","sentiment_score":0.04979297642906507}],"sentiment":"neutral","sentiment_score":0.048202482598095106,"num_words":29,"start":4.24,"end":29.085},{"sentences":[{"text":"It's j o s I a h and then w 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Canberra.","start":277.74002,"end":280.905,"sentiment":"neutral","sentiment_score":0.01109120063483715},{"text":"Yes.","start":288.725,"end":289.225,"sentiment":"neutral","sentiment_score":0.07261943817138672},{"text":"Closer.","start":289.285,"end":289.765,"sentiment":"neutral","sentiment_score":0.007499500643461943},{"text":"Yeah.","start":289.765,"end":290.265,"sentiment":"neutral","sentiment_score":0.002190616447478533},{"text":"Exactly.","start":290.325,"end":290.80502,"sentiment":"neutral","sentiment_score":0.027378685772418976}],"sentiment":"neutral","sentiment_score":0.0161160805190985,"num_words":13,"start":277.74002,"end":290.80502},{"sentences":[{"text":"Yes.","start":290.80502,"end":291.045,"sentiment":"neutral","sentiment_score":0.04195544868707657},{"text":"Closer.","start":291.045,"end":291.445,"sentiment":"neutral","sentiment_score":0.002171790925785899},{"text":"Yeah.","start":291.445,"end":291.685,"sentiment":"neutral","sentiment_score":-0.048837535083293915},{"text":"Basically.","start":291.685,"end":292.185,"sentiment":"neutral","sentiment_score":-0.05424049496650696},{"text":"Yeah.","start":292.325,"end":292.825,"sentiment":"neutral","sentiment_score":-0.00979127548635006}],"sentiment":"neutral","sentiment_score":-0.013748413184657693,"num_words":5,"start":290.80502,"end":292.825},{"sentences":[{"text":"Yeah.","start":305.16,"end":305.56,"sentiment":"neutral","sentiment_score":0.02760112471878529},{"text":"I'll first have to confirm the date of cancellation, if that's okay.","start":305.56,"end":309.02,"sentiment":"neutral","sentiment_score":0.013476891947599748},{"text":"Like, when will this ever end?","start":309.42502,"end":311.125,"sentiment":"neutral","sentiment_score":-0.019486045464873314},{"text":"Yeah.","start":316.785,"end":317.285,"sentiment":"neutral","sentiment_score":-0.06108606606721878},{"text":"Sorry.","start":317.505,"end":318.005,"sentiment":"neutral","sentiment_score":-0.15190695226192474}],"sentiment":"neutral","sentiment_score":-0.006694545858495292,"num_words":21,"start":305.16,"end":318.005},{"sentences":[{"text":"There's I need I I need a date of cancel like, date when the service is terminated.","start":318.385,"end":324.48502,"sentiment":"neutral","sentiment_score":-0.14708707174834082},{"text":"Okay.","start":332.28,"end":332.68,"sentiment":"neutral","sentiment_score":0.012799737975001335},{"text":"Okay.","start":332.68,"end":332.91998,"sentiment":"neutral","sentiment_score":0.015216507017612456},{"text":"Okay.","start":332.91998,"end":333.4,"sentiment":"neutral","sentiment_score":0.014763192273676395},{"text":"For five dates.","start":333.4,"end":334.69998,"sentiment":"neutral","sentiment_score":0.004623525155087312}],"sentiment":"neutral","sentiment_score":-0.1062534872604453,"num_words":23,"start":318.385,"end":334.69998},{"sentences":[{"text":"With it, it's a thirty it has to be thirty days after today.","start":335.15997,"end":338.19998,"sentiment":"neutral","sentiment_score":-0.010536503476592211},{"text":"Right?","start":338.19998,"end":338.655,"sentiment":"neutral","sentiment_score":0.02848433516919613},{"text":"I see.","start":356.59003,"end":356.91,"sentiment":"neutral","sentiment_score":-0.0330383088439703},{"text":"I see.","start":356.91,"end":357.15002,"sentiment":"neutral","sentiment_score":0.005422681570053101},{"text":"I see.","start":357.15002,"end":357.87003,"sentiment":"neutral","sentiment_score":0.01452984381467104}],"sentiment":"neutral","sentiment_score":-0.006733088847249746,"num_words":20,"start":335.15997,"end":357.87003},{"sentences":[{"text":"Okay.","start":357.87003,"end":358.37003,"sentiment":"neutral","sentiment_score":0.056842412799596786},{"text":"Yep.","start":367.325,"end":367.825,"sentiment":"neutral","sentiment_score":0.11702030897140504},{"text":"And on the day of termination, does this does it mean a start up, like, the midnight of that day, or when does it, like, officially?","start":381.1,"end":389.52002,"sentiment":"neutral","sentiment_score":0.01096089743077755},{"text":"Okay.","start":399.665,"end":400.165,"sentiment":"neutral","sentiment_score":0.058320991694927216},{"text":"Okay.","start":400.225,"end":400.725,"sentiment":"neutral","sentiment_score":0.04730329290032387}],"sentiment":"neutral","sentiment_score":0.01881567798554897,"num_words":30,"start":357.87003,"end":400.725},{"sentences":[{"text":"Got it.","start":401.025,"end":401.76,"sentiment":"neutral","sentiment_score":-0.0027396026998758316},{"text":"I see.","start":412.80002,"end":413.04,"sentiment":"neutral","sentiment_score":-0.007405927404761314},{"text":"I see.","start":413.04,"end":413.44,"sentiment":"neutral","sentiment_score":0.007437144406139851},{"text":"Let me just quickly check.","start":413.44,"end":414.735,"sentiment":"neutral","sentiment_score":0.023255712538957595},{"text":"So it has to be thirty days from now, which is, I believe, the August 2.","start":414.97498,"end":420.895,"sentiment":"neutral","sentiment_score":-0.0076558071887120605}],"sentiment":"neutral","sentiment_score":-0.00043078236005924365,"num_words":27,"start":401.025,"end":420.895},{"sentences":[{"text":"Is that can I just check to see if that's correct?","start":420.895,"end":423.955,"sentiment":"neutral","sentiment_score":0.014384477653286674},{"text":"Yeah.","start":427.615,"end":427.85498,"sentiment":"neutral","sentiment_score":0.058640673756599426},{"text":"Yeah.","start":427.85498,"end":428.175,"sentiment":"neutral","sentiment_score":0.07153504341840744},{"text":"Today is the first.","start":428.175,"end":429.055,"sentiment":"neutral","sentiment_score":0.08067910745739937},{"text":"Yes.","start":429.055,"end":429.3,"sentiment":"neutral","sentiment_score":0.058848075568675995}],"sentiment":"neutral","sentiment_score":0.03722052648663521,"num_words":18,"start":420.895,"end":429.3},{"sentences":[{"text":"So I just checked.","start":431.22,"end":432.41998,"sentiment":"neutral","sentiment_score":0.013603081461042166},{"text":"I'll give you a double check.","start":432.41998,"end":434.03998,"sentiment":"neutral","sentiment_score":0.023185877750317257},{"text":"Okay.","start":436.65997,"end":437.15997,"sentiment":"neutral","sentiment_score":-0.07783014327287674},{"text":"It doesn't Okay.","start":438.5,"end":455.91,"sentiment":"neutral","sentiment_score":-0.1225593810280164},{"text":"Okay.","start":457.75,"end":458.07,"sentiment":"neutral","sentiment_score":-0.03793670982122421}],"sentiment":"neutral","sentiment_score":-0.01932782692213853,"num_words":15,"start":431.22,"end":458.07},{"sentences":[{"text":"Can I do the the August 4?","start":458.07,"end":464.89,"sentiment":"neutral","sentiment_score":-0.008998297420995576},{"text":"Yes.","start":468.07,"end":468.55,"sentiment":"neutral","sentiment_score":0.044203754514455795},{"text":"After Tuesday.","start":468.55,"end":469.37,"sentiment":"neutral","sentiment_score":0.03516440372914076},{"text":"Yes.","start":470.23,"end":470.73,"sentiment":"neutral","sentiment_score":0.07444950193166733},{"text":"I see.","start":497.375,"end":498.11502,"sentiment":"neutral","sentiment_score":0.05529911629855633}],"sentiment":"neutral","sentiment_score":0.018199401119580634,"num_words":13,"start":458.07,"end":498.11502},{"sentences":[{"text":"May can you remind me when is the next invoice due for the say, for this month?","start":498.17502,"end":503.315,"sentiment":"neutral","sentiment_score":0.04000457507722518},{"text":"Okay.","start":514.77,"end":515.09,"sentiment":"neutral","sentiment_score":0.011151105165481567},{"text":"So I don't have to pay again.","start":515.09,"end":516.29,"sentiment":"neutral","sentiment_score":-0.10680760070681572},{"text":"Okay.","start":516.29,"end":516.61,"sentiment":"neutral","sentiment_score":0.05112249404191971},{"text":"Okay.","start":516.61,"end":516.85,"sentiment":"neutral","sentiment_score":0.06204088032245636}],"sentiment":"neutral","sentiment_score":0.002101446329443544,"num_words":27,"start":498.17502,"end":516.85},{"sentences":[{"text":"Okay.","start":516.85,"end":517.35,"sentiment":"neutral","sentiment_score":0.0777263343334198},{"text":"Okay.","start":517.65,"end":518.15,"sentiment":"neutral","sentiment_score":0.10753390938043594},{"text":"And each invoice is for the last month.","start":531.555,"end":534.35504,"sentiment":"neutral","sentiment_score":-0.010468016378581524},{"text":"Right?","start":534.35504,"end":534.515,"sentiment":"neutral","sentiment_score":-0.004125596955418587},{"text":"So for example, if I pay in August, I'm paying for the July usage.","start":534.515,"end":539.335,"sentiment":"neutral","sentiment_score":-0.012661847552018506}],"sentiment":"neutral","sentiment_score":-0.003195013999938965,"num_words":25,"start":516.85,"end":539.335},{"sentences":[{"text":"Right?","start":539.37,"end":539.61,"sentiment":"neutral","sentiment_score":-0.007043778896331787},{"text":"Is that how I understood it?","start":539.61,"end":545.07,"sentiment":"neutral","sentiment_score":-0.04490579944103956},{"text":"Okay.","start":552.255,"end":552.655,"sentiment":"neutral","sentiment_score":-0.0559164322912693},{"text":"Okay.","start":552.655,"end":553.155,"sentiment":"neutral","sentiment_score":-0.04951314628124237},{"text":"But but I have to do I still have to pay on August?","start":553.215,"end":557.955,"sentiment":"neutral","sentiment_score":-0.13810644069543251}],"sentiment":"neutral","sentiment_score":-0.0989678128707138,"num_words":22,"start":539.37,"end":557.955},{"sentences":[{"text":"That's my key.","start":558.575,"end":559.635,"sentiment":"neutral","sentiment_score":-0.11406341443459193},{"text":"Okay.","start":567.63,"end":568.13,"sentiment":"neutral","sentiment_score":-0.07390289008617401},{"text":"The whole August even though I'm only using it for four days.","start":578.11,"end":581.395,"sentiment":"neutral","sentiment_score":-0.033710455832382046},{"text":"Is that correct?","start":581.395,"end":582.195,"sentiment":"neutral","sentiment_score":0.034787854800621666},{"text":"The call I need to okay.","start":582.195,"end":583.575,"sentiment":"neutral","sentiment_score":-0.009527426523466906}],"sentiment":"neutral","sentiment_score":-0.03093678392469883,"num_words":25,"start":558.575,"end":583.575},{"sentences":[{"text":"Okay.","start":590.995,"end":591.23505,"sentiment":"neutral","sentiment_score":-0.018845535814762115},{"text":"Okay.","start":591.23505,"end":591.73505,"sentiment":"neutral","sentiment_score":-0.01550191082060337},{"text":"Okay.","start":594.94995,"end":595.06995,"sentiment":"neutral","sentiment_score":-0.026951974257826805},{"text":"I got it.","start":595.06995,"end":596.64996,"sentiment":"neutral","sentiment_score":-0.016584121932586033},{"text":"Okay.","start":607.43,"end":607.75,"sentiment":"neutral","sentiment_score":-0.0032384656369686127}],"sentiment":"neutral","sentiment_score":-0.01632717890398843,"num_words":7,"start":590.995,"end":607.75},{"sentences":[{"text":"Okay.","start":607.75,"end":607.99,"sentiment":"neutral","sentiment_score":-0.001826522871851921},{"text":"So I just have to call do I have to call call back again on, like, between the first or the August 4?","start":607.99,"end":615.565,"sentiment":"neutral","sentiment_score":-0.023162657718943512},{"text":"Yes.","start":635.56,"end":635.87994,"sentiment":"neutral","sentiment_score":0.12894010543823242},{"text":"I did.","start":635.87994,"end":636.27997,"sentiment":"neutral","sentiment_score":0.1784050613641739},{"text":"I 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yeah.","start":663.945,"end":665.705,"sentiment":"neutral","sentiment_score":-0.09033871193726857},{"text":"Yeah.","start":665.705,"end":665.78503,"sentiment":"neutral","sentiment_score":-0.007766282185912132},{"text":"Yeah.","start":665.78503,"end":665.945,"sentiment":"neutral","sentiment_score":0.012556631118059158}],"sentiment":"neutral","sentiment_score":-0.013483995285171729,"num_words":13,"start":636.875,"end":665.945},{"sentences":[{"text":"Yeah.","start":665.945,"end":666.025,"sentiment":"neutral","sentiment_score":0.0217294804751873},{"text":"So you want the info to be processed on the fourth.","start":666.025,"end":668.585,"sentiment":"neutral","sentiment_score":0.009370309216055002},{"text":"Right?","start":668.585,"end":668.825,"sentiment":"neutral","sentiment_score":0.027517415583133698},{"text":"Is that how I understood it?","start":668.825,"end":670.445,"sentiment":"neutral","sentiment_score":0.015483124802509943},{"text":"Okay.","start":672.425,"end":672.745,"sentiment":"neutral","sentiment_score":0.019814377650618553}],"sentiment":"neutral","sentiment_score":0.013251671195030212,"num_words":20,"start":665.945,"end":672.745},{"sentences":[{"text":"Okay.","start":672.745,"end":673.245,"sentiment":"neutral","sentiment_score":-0.008976126089692116},{"text":"Okay.","start":685.64,"end":686.14,"sentiment":"neutral","sentiment_score":-0.09091058373451232},{"text":"And then I can switch to my service provider.","start":687.485,"end":690.205,"sentiment":"neutral","sentiment_score":-0.04965664570530256},{"text":"It's like like, on this invoice.","start":690.205,"end":692.14496,"sentiment":"neutral","sentiment_score":-0.006088784740616878},{"text":"Okay.","start":713.5,"end":714.0,"sentiment":"neutral","sentiment_score":0.05664288252592087}],"sentiment":"neutral","sentiment_score":-0.02926035261609488,"num_words":18,"start":672.745,"end":714.0},{"sentences":[{"text":"Okay.","start":718.335,"end":718.815,"sentiment":"neutral","sentiment_score":0.08415532112121582},{"text":"Okay.","start":718.815,"end":719.315,"sentiment":"neutral","sentiment_score":0.1034078299999237},{"text":"Alright.","start":719.375,"end":719.875,"sentiment":"neutral","sentiment_score":0.16300180554389954},{"text":"No.","start":738.19,"end":738.35004,"sentiment":"neutral","sentiment_score":-0.04401739686727524},{"text":"It's fine.","start":738.35004,"end":739.17004,"sentiment":"neutral","sentiment_score":-0.01034114882349968}],"sentiment":"neutral","sentiment_score":0.04764421035846075,"num_words":6,"start":718.335,"end":739.17004},{"sentences":[{"text":"Okay.","start":739.23004,"end":739.73004,"sentiment":"neutral","sentiment_score":0.0722736120223999},{"text":"It's fine.","start":740.43,"end":740.99,"sentiment":"neutral","sentiment_score":0.1926470398902893},{"text":"Thank you.","start":740.99,"end":741.81,"sentiment":"positive","sentiment_score":0.3671687841415405},{"text":"Yeah.","start":745.805,"end":746.045,"sentiment":"neutral","sentiment_score":0.05569569021463394},{"text":"Yeah.","start":746.045,"end":746.125,"sentiment":"neutral","sentiment_score":0.0622793510556221}],"sentiment":"neutral","sentiment_score":0.18712575733661652,"num_words":7,"start":739.23004,"end":746.125},{"sentences":[{"text":"Yeah.","start":746.125,"end":746.625,"sentiment":"neutral","sentiment_score":0.07463441789150238},{"text":"Yeah.","start":746.765,"end":746.845,"sentiment":"neutral","sentiment_score":0.09107471257448196},{"text":"Exactly.","start":746.845,"end":747.345,"sentiment":"neutral","sentiment_score":0.12659746408462524},{"text":"Yes.","start":768.02997,"end":768.50995,"sentiment":"neutral","sentiment_score":0.1389015018939972},{"text":"That's 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said?","start":790.66,"end":791.86,"sentiment":"neutral","sentiment_score":0.008074266090989112},{"text":"Yeah.","start":791.86,"end":792.1,"sentiment":"neutral","sentiment_score":0.02319379709661007},{"text":"August 4 dot yeah.","start":792.1,"end":794.33997,"sentiment":"neutral","sentiment_score":0.0280577652156353},{"text":"Yeah.","start":794.33997,"end":794.775,"sentiment":"neutral","sentiment_score":0.04951784014701843},{"text":"Okay.","start":798.215,"end":798.715,"sentiment":"neutral","sentiment_score":0.07794483006000519}],"sentiment":"neutral","sentiment_score":0.025271571551760037,"num_words":12,"start":790.66,"end":798.715},{"sentences":[{"text":"Okay.","start":806.61505,"end":807.11505,"sentiment":"neutral","sentiment_score":0.03842058777809143},{"text":"Okay.","start":807.255,"end":807.755,"sentiment":"neutral","sentiment_score":0.047143835574388504},{"text":"Okay.","start":811.6,"end":812.1,"sentiment":"neutral","sentiment_score":0.038275353610515594},{"text":"Yeah.","start":826.145,"end":826.385,"sentiment":"neutral","sentiment_score":0.2884305715560913},{"text":"Thanks so much.","start":826.385,"end":827.025,"sentiment":"positive","sentiment_score":0.5148563583691915}],"sentiment":"neutral","sentiment_score":0.27954848908952307,"num_words":7,"start":806.61505,"end":827.025},{"sentences":[{"text":"Thank you.","start":827.025,"end":827.685,"sentiment":"positive","sentiment_score":0.4649026542901993},{"text":"Yep.","start":831.185,"end":831.585,"sentiment":"neutral","sentiment_score":0.09629441797733308},{"text":"Goodbye.","start":831.585,"end":831.98505,"sentiment":"positive","sentiment_score":0.35579124093055725},{"text":"Thank you.","start":831.98505,"end":832.72504,"sentiment":"positive","sentiment_score":0.7076712548732758}],"sentiment":"positive","sentiment_score":0.46620557953914005,"num_words":6,"start":827.025,"end":832.72504}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Good morning. This is Ertel accounts. How may I help you today?\n\nChannel 1: Hi. Good morning. I'm just calling to question on how do I withdraw from my current plan on Airtel.\n\nChannel 0: Okay. I would love to assist you today. Let me just go ahead and pull out your account here. What is your full name and your date of birth?\n\nChannel 1: Okay. So on the account, it should be Josiah Woods. It's j o s I a h and then w u.\n\nChannel 0: Nice to have you in the line, Josiah. And your birthday, please?\n\nChannel 1: 12/17/2002.\n\nChannel 0: Okay. Perfect. Thank you. And if I understand your question, to withdraw, what do you mean to withdraw? To cancel, terminate the service?\n\nChannel 1: Yep. Yeah. I'm just checking on the plan. I'm just checking on the current plan I have right now. Can you check for me whether it's fixed by contract or is it no contract?\n\nChannel 0: Okay. Got it. I'll be happy to check this for you and go over with your account. Let me just hold you for a second. Okay?\n\nChannel 1: Yes.\n\nChannel 0: Thank you. Thank you so much for patiently waiting, Sam.\n\nChannel 1: Yes.\n\nChannel 0: Okay.\n\nChannel 1: Hi.\n\nChannel 0: So as per your record, I do see in here that your account is under twelve month contract. However,\n\nChannel 1: Hello.\n\nChannel 0: you already fulfilled this last February because we had you since February 2025. So it's already been fulfilled this year of February. So so, technically, if you are requesting to terminate a service or subscription, what you need to do is you have to give us a call. It should be over the phone request for security measure. And then you have to provide thirty days notice, which is you have to settle the last invoice or any outstanding on your account.\n\nAnd if I may ask, are you moving out? The reason you're inquiring about a terminating a service?\n\nChannel 1: No. I'm just changing the service provider.\n\nChannel 0: Oh oh, what what was the reason why are you what happened to your service?\n\nChannel 1: No. It's just in just switching to a more local service provider because I'm based in Sydney, and it's a it takes a bit of time to switch it to Canberra, if that makes sense. Because I tell the ISP is based in Canberra.\n\nChannel 0: Oh, okay. So you found an ISP which is nearby to your location. Is that\n\nChannel 1: Yes.\n\nChannel 0: what you're\n\nChannel 1: Closer.\n\nChannel 0: trying to\n\nChannel 1: Yeah.\n\nChannel 0: say?\n\nChannel 1: Exactly. Yes. Closer.\n\nChannel 0: No.\n\nChannel 1: Yeah. Basically. Yeah.\n\nChannel 0: Oh, okay. And when are you trying to cancel it? Or so we have this documented in your account.\n\nChannel 1: Yeah. I'll first have to confirm the date of cancellation, if that's okay. Like, when\n\nChannel 0: Hold\n\nChannel 1: will\n\nChannel 0: on.\n\nChannel 1: this ever end?\n\nChannel 0: Oh, I'm so sorry. You caught up. I just heard okay. What is that again?\n\nChannel 1: Yeah. Sorry. There's I need I I need a date of cancel like, date when the service is terminated.\n\nChannel 0: Yeah. You have to provide us a date, or you would be giving us a call.\n\nChannel 1: Okay. Okay. Okay. For five dates. With it, it's a thirty it has to be thirty days after today.\n\nRight?\n\nChannel 0: Yeah. That's correct. Like, for example, you would like to cancel your service on the tenth. Right? So, technically, you still needs to pay the July invoice until the\n\nChannel 1: I see.\n\nChannel 0: tenth.\n\nChannel 1: I see. I see. Okay.\n\nChannel 0: Because we're paying in advance with the network, and we have to also advise the network about a cancellation. But if you\n\nChannel 1: Yep.\n\nChannel 0: would like to consider to stay, we can go ahead and check some sort of discount for you. Because on our end, of course, we don't want to lose you and just let you switch to other provider.\n\nChannel 1: And on the day of termination, does this does it mean a start up, like, the midnight of that day, or when does it, like, officially?\n\nChannel 0: Yeah. Actually yeah. Actually, our canceling process or action, it's usually being done during morning.\n\nChannel 1: Okay. Okay.\n\nChannel 0: Yeah.\n\nChannel 1: Got\n\nChannel 0: Because\n\nChannel 1: it.\n\nChannel 0: we are arranging it in advance, and then our tech department will be processing all cancellation during daytime, which is morning.\n\nChannel 1: I see. I see. Let me just quickly check. So it has to be thirty days from now, which is, I believe, the August 2. Is that can I just check to see if that's correct?\n\nChannel 0: Oh, today is the third.\n\nChannel 1: Yeah. Yeah. Today is the first. Yes.\n\nChannel 0: Mhmm. Mhmm.\n\nChannel 1: So I just checked. I'll give you a double check. Okay. It doesn't Okay. Okay.\n\nCan I do the the August 4?\n\nChannel 0: August 4. Okay.\n\nChannel 1: Yes. After\n\nChannel 0: One\n\nChannel 1: Tuesday.\n\nChannel 0: moment. Okay?\n\nChannel 1: Yes.\n\nChannel 0: Mhmm. Oh, yeah. I can have this notated August 4, and then please ensure any outstanding balance will be paid. In that way, your cancellation will process accordingly without delay. Okay?\n\nChannel 1: I see. May can you remind me when is the next invoice due for the say, for this month?\n\nChannel 0: Let me check here. Oh, actually, the invoice has been sent out July 1, and your invoice for this month has been paid already.\n\nChannel 1: Okay. So I don't have to pay again. Okay. Okay. Okay.\n\nChannel 0: Yeah.\n\nChannel 1: Okay.\n\nChannel 0: So your next invoice will be the first of next month. That's how our billing process. Every first, all invoices are being sent, and it's covered at current month if you are in\n\nChannel 1: And each\n\nChannel 0: a prepaid.\n\nChannel 1: invoice is for the last month. Right? So for example, if I pay in August, I'm paying for the July usage. Right? Is that how I understood\n\nChannel 0: No. It's it really depends from\n\nChannel 1: it?\n\nChannel 0: the setup of the account, but most of our accounts is prepaid. So\n\nChannel 1: Okay.\n\nChannel 0: let me\n\nChannel 1: Okay.\n\nChannel 0: just open\n\nChannel 1: But\n\nChannel 0: one\n\nChannel 1: but\n\nChannel 0: invoice\n\nChannel 1: I have\n\nChannel 0: for\n\nChannel 1: to\n\nChannel 0: you just to make sure.\n\nChannel 1: do I still have to pay on August? That's\n\nChannel 0: Yeah.\n\nChannel 1: my\n\nChannel 0: You\n\nChannel 1: key.\n\nChannel 0: still needs to pay on August. So the invoice you have is is this current month covering\n\nChannel 1: Okay.\n\nChannel 0: July 1 to the end of this month, and then your next invoice will be sent out on the first, and that will cover the August.\n\nChannel 1: The whole August even though I'm only using it for four days. Is that correct?\n\nChannel 0: Yeah.\n\nChannel 1: The call I\n\nChannel 0: Because\n\nChannel 1: need to\n\nChannel 0: we're\n\nChannel 1: okay.\n\nChannel 0: that's right. Because we are sorry. We're paying in advance to the network. Like, for example,\n\nChannel 1: Okay. Okay.\n\nChannel 0: this July services was being paid June. The\n\nChannel 1: Okay. I\n\nChannel 0: August\n\nChannel 1: got\n\nChannel 0: services is\n\nChannel 1: it.\n\nChannel 0: being paid July. That's the arrangement. Reason why we're asking our customer included to our policy that they need to provide thirty days notice for any cancellation.\n\nChannel 1: Okay. Okay. So I just have to call do I have to call call back again on, like, between the first or the August 4?\n\nChannel 0: Oh, no. You don't need to give us a call. I will notate this on our end that you would like to cancel it on August, and then we will be is it let me check. I think you set up, like, a direct debit or automatic payment\n\nChannel 1: Yes. I did. I did.\n\nChannel 0: on your\n\nChannel 1: Spell out\n\nChannel 0: account.\n\nChannel 1: my file.\n\nChannel 0: So is it okay even though the payment, it's being processed automatically on on our accounts back and between the fifth till the tenth of each month, since you would like to cancel it the fourth, is it okay to process your invoice by the fourth? In that way, we could proceed with the cancellation?\n\nChannel 1: So\n\nChannel 0: Because\n\nChannel 1: you want\n\nChannel 0: it should\n\nChannel 1: yeah.\n\nChannel 0: be\n\nChannel 1: The\n\nChannel 0: zero\n\nChannel 1: info\n\nChannel 0: balance.\n\nChannel 1: yeah. Yeah. Yeah. Yeah. So you want the info to be processed on the fourth.\n\nRight? Is that how I understood it?\n\nChannel 0: Yeah. That's correct. Because\n\nChannel 1: Okay.\n\nChannel 0: once\n\nChannel 1: Okay.\n\nChannel 0: we submitted the request to have it canceled to our tech team, they it should show a zero balance. They will give back the account to us if it's a zero balance unless\n\nChannel 1: Okay.\n\nChannel 0: it's fully paid.\n\nChannel 1: And then I can switch to my service provider. It's like like, on this\n\nChannel 0: Yeah.\n\nChannel 1: invoice.\n\nChannel 0: I will I will send you the email cancellation. And, of course, once your payment has been processed successfully on the August 4, you will receive a official receipt. And then once your service has been successfully canceled, you will also receive a email confirmation for\n\nChannel 1: Okay.\n\nChannel 0: your reference that it's what it was canceled.\n\nChannel 1: Okay.\n\nChannel 0: So\n\nChannel 1: Okay.\n\nChannel 0: you can\n\nChannel 1: Alright.\n\nChannel 0: but anyway, Josie, I do respect your decision in reference with canceling it and transferring to other provider. Would you like to just consider this offer? I can go ahead and extend another 15% discount for six months. So you can\n\nChannel 1: No.\n\nChannel 0: just\n\nChannel 1: It's fine.\n\nChannel 0: stay with\n\nChannel 1: Okay.\n\nChannel 0: Airtel.\n\nChannel 1: It's fine. Thank you.\n\nChannel 0: So you really would like to explore another ISP nearby?\n\nChannel 1: Yeah. Yeah. Yeah. Yeah. Exactly.\n\nChannel 0: Uh-huh. Okay. I appreciate that, Josea. So everything will be properly noted, and then we'll go from there. And also one moment here.\n\nCheck email address. So your email address is still active. Right?\n\nChannel 1: Yes. That's\n\nChannel 0: Joshay\n\nChannel 1: right.\n\nChannel 0: wu29@gmail.com just to ensure you will be receiving all the updates from the request that you're having?\n\nChannel 1: Mhmm. Yes.\n\nChannel 0: Okay. That's perfect. So anything else?\n\nChannel 1: Nothing else. Yeah. Just you sent if it's okay if you could send the email on, like, the what was it? The August 4, you said? Yeah.\n\nAugust 4\n\nChannel 0: Yeah.\n\nChannel 1: dot\n\nChannel 0: I'll be\n\nChannel 1: yeah.\n\nChannel 0: sending\n\nChannel 1: Yeah.\n\nChannel 0: an email once your that that that's our standard process.\n\nChannel 1: Okay.\n\nChannel 0: If we will be if we cancel a service, we will definitely send an email confirmation, of course, for reference.\n\nChannel 1: Okay.\n\nChannel 0: Okay?\n\nChannel 1: Okay.\n\nChannel 0: But if you change your mind, just give us a call. Let us\n\nChannel 1: Okay.\n\nChannel 0: know. Okay? You're one of our valued customers. So on our end, we don't want to lose you, but I do respect your decision. I do appreciate your call today and time.\n\nChannel 1: Yeah. Thanks so much. Thank you.\n\nChannel 0: Yeah. Thank you. Have a good one, and be safe.\n\nChannel 1: Yep. Goodbye. Thank\n\nChannel 0: Mhmm.\n\nChannel 1: you.\n\nChannel 0: Cheers. Bye bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.24,"end":0.88,"sentiment":"positive","sentiment_score":0.3816932886838913},{"text":"This is Ertel accounts.","start":0.88,"end":2.24,"sentiment":"neutral","sentiment_score":0.27825553715229034},{"text":"How may I help you today?","start":2.24,"end":3.54,"sentiment":"neutral","sentiment_score":0.318352776269118}],"sentiment":"neutral","sentiment_score":0.315543781965971,"channel":0,"num_words":12,"start":0.24,"end":3.54},{"sentences":[{"text":"Hi.","start":4.24,"end":4.74,"sentiment":"neutral","sentiment_score":0.05194414407014847},{"text":"Good morning.","start":4.7999997,"end":5.54,"sentiment":"neutral","sentiment_score":0.1481192372739315},{"text":"I'm just calling to question on how do I withdraw from my current plan on Airtel.","start":5.6,"end":13.54,"sentiment":"neutral","sentiment_score":0.03490359254647046}],"sentiment":"neutral","sentiment_score":0.04771789996639678,"channel":1,"num_words":19,"start":4.24,"end":13.54},{"sentences":[{"text":"Okay.","start":15.215,"end":15.535,"sentiment":"neutral","sentiment_score":0.21539482474327087},{"text":"I would love to assist you today.","start":15.535,"end":17.555,"sentiment":"positive","sentiment_score":0.4841427803039551},{"text":"Let me just go ahead and pull out your account here.","start":17.775,"end":20.335,"sentiment":"neutral","sentiment_score":0.24806642125953327},{"text":"What is your full name and your date of birth?","start":20.335,"end":22.994999,"sentiment":"neutral","sentiment_score":0.1072465181350708}],"sentiment":"neutral","sentiment_score":0.25536517593367347,"channel":0,"num_words":29,"start":15.215,"end":22.994999},{"sentences":[{"text":"Okay.","start":24.925,"end":25.325,"sentiment":"neutral","sentiment_score":0.04309510812163353},{"text":"So on the account, it should be Josiah Woods.","start":25.325,"end":29.085,"sentiment":"neutral","sentiment_score":0.04979297642906507},{"text":"It's j o s I a h and then w u.","start":29.085,"end":34.87,"sentiment":"neutral","sentiment_score":0.07416672462766821}],"sentiment":"neutral","sentiment_score":0.06224123175655093,"channel":1,"num_words":21,"start":24.925,"end":34.87},{"sentences":[{"text":"Nice to have you in the line, Josiah.","start":36.15,"end":37.93,"sentiment":"positive","sentiment_score":0.5659658797085285},{"text":"And your birthday, please?","start":37.989998,"end":39.37,"sentiment":"neutral","sentiment_score":0.15465525910258293}],"sentiment":"positive","sentiment_score":0.4288623395065467,"channel":0,"num_words":12,"start":36.15,"end":39.37},{"sentences":[{"text":"12/17/2002.","start":40.05,"end":42.55,"sentiment":"neutral","sentiment_score":0.043776314705610275}],"sentiment":"neutral","sentiment_score":0.043776314705610275,"channel":1,"num_words":1,"start":40.05,"end":42.55},{"sentences":[{"text":"Okay.","start":43.665,"end":43.905,"sentiment":"neutral","sentiment_score":0.16827784478664398},{"text":"Perfect.","start":43.905,"end":44.405,"sentiment":"positive","sentiment_score":0.5211788415908813},{"text":"Thank you.","start":44.465,"end":45.105,"sentiment":"positive","sentiment_score":0.4688952565193176},{"text":"And if I understand your question, to withdraw, what do you mean to withdraw?","start":45.105,"end":49.204998,"sentiment":"neutral","sentiment_score":-0.00600419778909002},{"text":"To cancel, terminate the service?","start":49.265,"end":51.605,"sentiment":"neutral","sentiment_score":-0.04228760376572609}],"sentiment":"neutral","sentiment_score":0.057902191806098686,"channel":0,"num_words":23,"start":43.665,"end":51.605},{"sentences":[{"text":"Yep.","start":52.045,"end":52.365,"sentiment":"neutral","sentiment_score":0.005798770114779472},{"text":"Yeah.","start":52.365,"end":52.685,"sentiment":"neutral","sentiment_score":0.007516384124755859},{"text":"I'm just checking on the plan.","start":52.685,"end":54.705,"sentiment":"neutral","sentiment_score":0.011414740234613419},{"text":"I'm just checking on the current plan I have right now.","start":55.245,"end":57.405,"sentiment":"neutral","sentiment_score":0.002546317960050973},{"text":"Can you check for me whether it's fixed by contract or is it no contract?","start":57.405,"end":61.26,"sentiment":"neutral","sentiment_score":-0.05242398828268051}],"sentiment":"neutral","sentiment_score":-0.019898433265659737,"channel":1,"num_words":34,"start":52.045,"end":61.26},{"sentences":[{"text":"Okay.","start":61.82,"end":62.3,"sentiment":"neutral","sentiment_score":0.04603230953216553},{"text":"Got it.","start":62.3,"end":62.699997,"sentiment":"neutral","sentiment_score":0.11309687420725822},{"text":"I'll be happy to check this for you and go over with your account.","start":62.699997,"end":66.38,"sentiment":"positive","sentiment_score":0.4181312918663025},{"text":"Let me just hold you for a second.","start":66.38,"end":69.659996,"sentiment":"neutral","sentiment_score":0.10549709806218743},{"text":"Okay?","start":69.659996,"end":70.159996,"sentiment":"neutral","sentiment_score":0.08053286373615265}],"sentiment":"neutral","sentiment_score":0.27117591508879113,"channel":0,"num_words":26,"start":61.82,"end":70.159996},{"sentences":[{"text":"Yes.","start":70.6,"end":70.965,"sentiment":"neutral","sentiment_score":0.14009317755699158}],"sentiment":"neutral","sentiment_score":0.14009317755699158,"channel":1,"num_words":1,"start":70.6,"end":70.965},{"sentences":[{"text":"Thank you.","start":71.42,"end":72.32,"sentiment":"neutral","sentiment_score":0.2792704850435257},{"text":"Thank you so much for patiently waiting, Sam.","start":203.69,"end":206.99,"sentiment":"positive","sentiment_score":0.43057478964328766}],"sentiment":"positive","sentiment_score":0.40031392872333527,"channel":0,"num_words":10,"start":71.42,"end":206.99},{"sentences":[{"text":"Yes.","start":207.41501,"end":207.815,"sentiment":"neutral","sentiment_score":0.1508205235004425}],"sentiment":"neutral","sentiment_score":0.1508205235004425,"channel":1,"num_words":1,"start":207.41501,"end":207.815},{"sentences":[{"text":"Okay.","start":207.77,"end":208.25,"sentiment":"neutral","sentiment_score":0.08661321550607681}],"sentiment":"neutral","sentiment_score":0.08661321550607681,"channel":0,"num_words":1,"start":207.77,"end":208.25},{"sentences":[{"text":"Hi.","start":207.815,"end":208.315,"sentiment":"neutral","sentiment_score":0.051539041101932526}],"sentiment":"neutral","sentiment_score":0.051539041101932526,"channel":1,"num_words":1,"start":207.815,"end":208.315},{"sentences":[{"text":"So as per your record, I do see in here that your account is under twelve month contract.","start":208.25,"end":213.31,"sentiment":"neutral","sentiment_score":0.014058029382593103},{"text":"However,","start":213.45,"end":213.95,"sentiment":"neutral","sentiment_score":-0.04325198009610176}],"sentiment":"neutral","sentiment_score":0.01104171309424074,"channel":0,"num_words":19,"start":208.25,"end":213.95},{"sentences":[{"text":"Hello.","start":213.895,"end":214.395,"sentiment":"neutral","sentiment_score":-0.006766453385353088}],"sentiment":"neutral","sentiment_score":-0.006766453385353088,"channel":1,"num_words":1,"start":213.895,"end":214.395},{"sentences":[{"text":"you already fulfilled this last February because we had you since February 2025.","start":214.57,"end":222.51501,"sentiment":"neutral","sentiment_score":0.033563483793001905},{"text":"So it's already been fulfilled this year of February.","start":222.515,"end":226.135,"sentiment":"neutral","sentiment_score":0.08254140987992287},{"text":"So so, technically, if you are requesting to terminate a service or subscription, what you need to do is you have to give us a call.","start":226.475,"end":237.3,"sentiment":"neutral","sentiment_score":-0.0282818958736383},{"text":"It should be over the phone request for security measure.","start":237.36,"end":240.5,"sentiment":"neutral","sentiment_score":0.006703438982367515},{"text":"And then you have to provide thirty days notice, which is you have to settle the last invoice or any outstanding on your account.","start":240.88,"end":250.35501,"sentiment":"neutral","sentiment_score":-0.038145568842689194}],"sentiment":"neutral","sentiment_score":-0.004934031425452814,"channel":0,"num_words":82,"start":214.57,"end":250.35501},{"sentences":[{"text":"And if I may ask, are you moving out?","start":250.35501,"end":252.515,"sentiment":"neutral","sentiment_score":-0.05487281166844898},{"text":"The reason you're inquiring about a terminating a service?","start":252.515,"end":255.975,"sentiment":"neutral","sentiment_score":-0.09014534867472118}],"sentiment":"neutral","sentiment_score":-0.07250908017158508,"channel":0,"num_words":18,"start":250.35501,"end":255.975},{"sentences":[{"text":"No.","start":256.885,"end":257.125,"sentiment":"neutral","sentiment_score":-0.31468233466148376},{"text":"I'm just changing the service provider.","start":257.125,"end":259.385,"sentiment":"neutral","sentiment_score":-0.255117895702521}],"sentiment":"neutral","sentiment_score":-0.26362710126808714,"channel":1,"num_words":7,"start":256.885,"end":259.385},{"sentences":[{"text":"Oh oh, what what was the reason why are you what happened to your service?","start":260.37,"end":265.59,"sentiment":"neutral","sentiment_score":-0.19096044500668843}],"sentiment":"neutral","sentiment_score":-0.19096044500668843,"channel":0,"num_words":15,"start":260.37,"end":265.59},{"sentences":[{"text":"No.","start":266.30002,"end":266.46002,"sentiment":"neutral","sentiment_score":-0.1240500435233116},{"text":"It's just in just switching to a more local service provider because I'm based in Sydney, and it's a it takes a bit of time to switch it to Canberra, if that makes sense.","start":266.46002,"end":277.74002,"sentiment":"neutral","sentiment_score":-0.003263915149385438},{"text":"Because I tell the ISP is based in Canberra.","start":277.74002,"end":280.905,"sentiment":"neutral","sentiment_score":0.01109120063483715}],"sentiment":"neutral","sentiment_score":-0.0030727807474745946,"channel":1,"num_words":44,"start":266.30002,"end":280.905},{"sentences":[{"text":"Oh, okay.","start":282.90002,"end":283.7,"sentiment":"neutral","sentiment_score":0.08138372749090195},{"text":"So you found an ISP which is nearby to your location.","start":283.7,"end":288.42,"sentiment":"neutral","sentiment_score":0.07768851586363533},{"text":"Is that","start":288.42,"end":288.82,"sentiment":"neutral","sentiment_score":0.08042927458882332}],"sentiment":"neutral","sentiment_score":0.07854664524396261,"channel":0,"num_words":15,"start":282.90002,"end":288.82},{"sentences":[{"text":"Yes.","start":288.725,"end":289.225,"sentiment":"neutral","sentiment_score":0.07261943817138672}],"sentiment":"neutral","sentiment_score":0.07261943817138672,"channel":1,"num_words":1,"start":288.725,"end":289.225},{"sentences":[{"text":"what you're","start":288.82,"end":289.30002,"sentiment":"neutral","sentiment_score":0.027611115016043186}],"sentiment":"neutral","sentiment_score":0.027611115016043186,"channel":0,"num_words":2,"start":288.82,"end":289.30002},{"sentences":[{"text":"Closer.","start":289.285,"end":289.765,"sentiment":"neutral","sentiment_score":0.007499500643461943}],"sentiment":"neutral","sentiment_score":0.007499500643461943,"channel":1,"num_words":1,"start":289.285,"end":289.765},{"sentences":[{"text":"trying to","start":289.30002,"end":289.78,"sentiment":"neutral","sentiment_score":0.00369423720985651}],"sentiment":"neutral","sentiment_score":0.00369423720985651,"channel":0,"num_words":2,"start":289.30002,"end":289.78},{"sentences":[{"text":"Yeah.","start":289.765,"end":290.265,"sentiment":"neutral","sentiment_score":0.002190616447478533}],"sentiment":"neutral","sentiment_score":0.002190616447478533,"channel":1,"num_words":1,"start":289.765,"end":290.265},{"sentences":[{"text":"say?","start":289.78,"end":290.28,"sentiment":"neutral","sentiment_score":0.003970937337726355}],"sentiment":"neutral","sentiment_score":0.003970937337726355,"channel":0,"num_words":1,"start":289.78,"end":290.28},{"sentences":[{"text":"Exactly.","start":290.325,"end":290.80502,"sentiment":"neutral","sentiment_score":0.027378685772418976},{"text":"Yes.","start":290.80502,"end":291.045,"sentiment":"neutral","sentiment_score":0.04195544868707657},{"text":"Closer.","start":291.045,"end":291.445,"sentiment":"neutral","sentiment_score":0.002171790925785899}],"sentiment":"neutral","sentiment_score":0.02383530846176048,"channel":1,"num_words":3,"start":290.325,"end":291.445},{"sentences":[{"text":"No.","start":291.14,"end":291.64,"sentiment":"neutral","sentiment_score":-0.0805874764919281}],"sentiment":"neutral","sentiment_score":-0.0805874764919281,"channel":0,"num_words":1,"start":291.14,"end":291.64},{"sentences":[{"text":"Yeah.","start":291.445,"end":291.685,"sentiment":"neutral","sentiment_score":-0.048837535083293915},{"text":"Basically.","start":291.685,"end":292.185,"sentiment":"neutral","sentiment_score":-0.05424049496650696},{"text":"Yeah.","start":292.325,"end":292.825,"sentiment":"neutral","sentiment_score":-0.00979127548635006}],"sentiment":"neutral","sentiment_score":-0.037623101845383644,"channel":1,"num_words":3,"start":291.445,"end":292.825},{"sentences":[{"text":"Oh, okay.","start":293.06,"end":293.78,"sentiment":"neutral","sentiment_score":-0.0035091666504740715},{"text":"And when are you trying to cancel it?","start":293.78,"end":299.195,"sentiment":"neutral","sentiment_score":-0.03279596567153931},{"text":"Or so we have this documented in your account.","start":299.195,"end":304.815,"sentiment":"neutral","sentiment_score":-0.00759619888332155}],"sentiment":"neutral","sentiment_score":-0.017776413085429293,"channel":0,"num_words":19,"start":293.06,"end":304.815},{"sentences":[{"text":"Yeah.","start":305.16,"end":305.56,"sentiment":"neutral","sentiment_score":0.02760112471878529},{"text":"I'll first have to confirm the date of cancellation, if that's okay.","start":305.56,"end":309.02,"sentiment":"neutral","sentiment_score":0.013476891947599748},{"text":"Like, when","start":309.42502,"end":309.825,"sentiment":"neutral","sentiment_score":0.009693230502307415}],"sentiment":"neutral","sentiment_score":0.01391401927297314,"channel":1,"num_words":15,"start":305.16,"end":309.825},{"sentences":[{"text":"Hold","start":309.755,"end":310.07498,"sentiment":"neutral","sentiment_score":-0.026578929275274277}],"sentiment":"neutral","sentiment_score":-0.026578929275274277,"channel":0,"num_words":1,"start":309.755,"end":310.07498},{"sentences":[{"text":"will","start":309.825,"end":310.14502,"sentiment":"neutral","sentiment_score":-0.023145854473114017}],"sentiment":"neutral","sentiment_score":-0.023145854473114017,"channel":1,"num_words":1,"start":309.825,"end":310.14502},{"sentences":[{"text":"on.","start":310.07498,"end":310.57498,"sentiment":"neutral","sentiment_score":-0.01991179957985878}],"sentiment":"neutral","sentiment_score":-0.01991179957985878,"channel":0,"num_words":1,"start":310.07498,"end":310.57498},{"sentences":[{"text":"this ever 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The agent informed him that he needs to provide a 30-day notice to cancel and will receive a discount if he decides to switch to a local service provider. The cancellation process will be done during the morning and the customer will receive a double-check invoice for the cancellation. The agent confirms the cancellation date and explains the process for canceling, offering a 15% discount for six months. The call ends with the agent thanking the customer and reminding them of their value as a valued customer."},"intents":{"segments":[{"text":"I'm just calling to question on how do I withdraw from my current plan on Airtel. Okay.","start_word":15,"end_word":31,"intents":[{"intent":"Request assistance with withdrawal","confidence_score":0.022707764}]},{"text":"It's just in just switching to a more local service provider because I'm based in Sydney, and it's a it takes a bit of time to switch it to Canberra, if that makes sense.","start_word":335,"end_word":368,"intents":[{"intent":"Change provider","confidence_score":0.0070107533}]},{"text":"So your next invoice will be the first of next month. That's how our billing process. Every first, all invoices are being sent, and it's covered at current month if you are in And each a prepaid. invoice is for the last month. Right? So for example, if I pay in August, I'm paying for the July usage. Right?","start_word":852,"end_word":910,"intents":[{"intent":"Confirm payment details","confidence_score":0.046210524}]},{"text":"this July services was being paid June. The Okay. I August got services is it. being paid July. That's the arrangement. Reason why we're asking our customer included to our policy that they need to provide thirty days notice for any cancellation. Okay. Okay.","start_word":1054,"end_word":1097,"intents":[{"intent":"Cancel services","confidence_score":0.10107188}]},{"text":"That's the arrangement. Reason why we're asking our customer included to our policy that they need to provide thirty days notice for any cancellation. Okay. Okay.","start_word":1072,"end_word":1097,"intents":[{"intent":"Provide notice for cancellation","confidence_score":0.2858815}]},{"text":"I will I will send you the email cancellation.","start_word":1330,"end_word":1338,"intents":[{"intent":"Send cancellation email","confidence_score":0.003953624}]},{"text":"Would you like to just consider this offer?","start_word":1409,"end_word":1416,"intents":[{"intent":"Consider considering offer","confidence_score":0.004837014}]},{"text":"I can go ahead and extend another 15% discount for six months. So you can No.","start_word":1417,"end_word":1432,"intents":[{"intent":"Inquire about extended discount","confidence_score":0.00011660417}]},{"text":"So your email address is still active. Right? Yes.","start_word":1485,"end_word":1493,"intents":[{"intent":"Check email address","confidence_score":0.13524985}]},{"text":"Just you sent if it's okay if you could send the email on, like, the what was it? The August 4, you said?","start_word":1525,"end_word":1547,"intents":[{"intent":"Send email","confidence_score":0.0056932936}]}]},"sentiments":{"segments":[{"text":"Good morning.","start_word":0,"end_word":1,"sentiment":"positive","sentiment_score":0.37366387248039246},{"text":"This is Ertel accounts. How may I help you today? Hi. Good morning. I'm just calling to question on how do I withdraw from my current plan on Airtel. Okay.","start_word":2,"end_word":31,"sentiment":"neutral","sentiment_score":0.1359438598155975},{"text":"I would love to assist you today.","start_word":32,"end_word":38,"sentiment":"positive","sentiment_score":0.4964635372161865},{"text":"Let me just go ahead and pull out your account here. What is your full name and your date of birth? Okay. So on the account, it should be Josiah Woods. It's j o s I a h and then w u.","start_word":39,"end_word":80,"sentiment":"neutral","sentiment_score":0.10884028673171996},{"text":"Nice to have you in the line, Josiah.","start_word":81,"end_word":88,"sentiment":"positive","sentiment_score":0.5635759234428406},{"text":"And your birthday, please? 12/17/2002. Okay.","start_word":89,"end_word":94,"sentiment":"neutral","sentiment_score":0.10982900857925416},{"text":"Perfect. Thank you.","start_word":95,"end_word":97,"sentiment":"positive","sentiment_score":0.4855179488658905},{"text":"And if I understand your question, to withdraw, what do you mean to withdraw? To cancel, terminate the service? Yep. Yeah. I'm just checking on the plan. I'm just checking on the current plan I have right now. Can you check for me whether it's fixed by contract or is it no contract? Okay. Got it.","start_word":98,"end_word":153,"sentiment":"neutral","sentiment_score":-0.010176200419664385},{"text":"I'll be happy to check this for you and go over with your account.","start_word":154,"end_word":167,"sentiment":"positive","sentiment_score":0.388671338558197},{"text":"Let me just hold you for a second. Okay? Yes. Thank you.","start_word":168,"end_word":179,"sentiment":"neutral","sentiment_score":0.13574030995368958},{"text":"Thank you so much for patiently waiting, Sam.","start_word":180,"end_word":187,"sentiment":"positive","sentiment_score":0.4463876485824585},{"text":"Yes. Okay. Hi. So as per your record, I do see in here that your account is under twelve month contract. However, Hello. you already fulfilled this last February because we had you since February 2025. So it's already been fulfilled this year of February. So so, technically, if you are requesting to terminate a service or subscription, what you need to do is you have to give us a call. It should be over the phone request for security measure. And then you have to provide thirty days notice, which is you have to settle the last invoice or any outstanding on your account. And if I may ask, are you moving out? The reason you're inquiring about a terminating a service? No. I'm just changing the service provider. Oh oh, what what was the reason why are you what happened to your service? No. It's just in just switching to a more local service provider because I'm based in Sydney, and it's a it takes a bit of time to switch it to Canberra, if that makes sense. Because I tell the ISP is based in Canberra. Oh, okay. So you found an ISP which is nearby to your location. Is that Yes. what you're Closer. trying to Yeah. say? Exactly. Yes. Closer. No. Yeah. Basically. Yeah. Oh, okay. And when are you trying to cancel it? Or so we have this documented in your account. Yeah. I'll first have to confirm the date of cancellation, if that's okay. Like, when Hold will on. this ever end? Oh, I'm so sorry. You caught up. I just heard okay. What is that again? Yeah. Sorry. There's I need I I need a date of cancel like, date when the service is terminated. Yeah. You have to provide us a date, or you would be giving us a call. Okay. Okay. Okay. For five dates. With it, it's a thirty it has to be thirty days after today. Right? Yeah. That's correct. Like, for example, you would like to cancel your service on the tenth. Right? So, technically, you still needs to pay the July invoice until the I see. tenth. I see. I see. Okay. Because we're paying in advance with the network, and we have to also advise the network about a cancellation. But if you Yep. would like to consider to stay, we can go ahead and check some sort of discount for you. Because on our end, of course, we don't want to lose you and just let you switch to other provider. And on the day of termination, does this does it mean a start up, like, the midnight of that day, or when does it, like, officially? Yeah. Actually yeah. Actually, our canceling process or action, it's usually being done during morning. Okay. Okay. Yeah. Got Because it. we are arranging it in advance, and then our tech department will be processing all cancellation during daytime, which is morning. I see. I see. Let me just quickly check. So it has to be thirty days from now, which is, I believe, the August 2. Is that can I just check to see if that's correct? Oh, today is the third. Yeah. Yeah. Today is the first. Yes. Mhmm. Mhmm. So I just checked. I'll give you a double check. Okay. It doesn't Okay. Okay. Can I do the the August 4? August 4. Okay. Yes. After One Tuesday. moment. Okay? Yes. Mhmm. Oh, yeah. I can have this notated August 4, and then please ensure any outstanding balance will be paid. In that way, your cancellation will process accordingly without delay. Okay? I see. May can you remind me when is the next invoice due for the say, for this month? Let me check here. Oh, actually, the invoice has been sent out July 1, and your invoice for this month has been paid already. Okay. So I don't have to pay again. Okay. Okay. Okay. Yeah. Okay. So your next invoice will be the first of next month. That's how our billing process. Every first, all invoices are being sent, and it's covered at current month if you are in And each a prepaid. invoice is for the last month. Right? So for example, if I pay in August, I'm paying for the July usage. Right? Is that how I understood No. It's it really depends from it? the setup of the account, but most of our accounts is prepaid. So Okay. let me Okay. just open But one but invoice I have for to you just to make sure. do I still have to pay on August? That's Yeah. my You key. still needs to pay on August. So the invoice you have is is this current month covering Okay. July 1 to the end of this month, and then your next invoice will be sent out on the first, and that will cover the August. The whole August even though I'm only using it for four days. Is that correct? Yeah. The call I Because need to we're okay. that's right. Because we are sorry. We're paying in advance to the network. Like, for example, Okay. Okay. this July services was being paid June. The Okay. I August got services is it. being paid July. That's the arrangement. Reason why we're asking our customer included to our policy that they need to provide thirty days notice for any cancellation. Okay. Okay. So I just have to call do I have to call call back again on, like, between the first or the August 4? Oh, no. You don't need to give us a call. I will notate this on our end that you would like to cancel it on August, and then we will be is it let me check. I think you set up, like, a direct debit or automatic payment Yes. I did. I did. on your Spell out account. my file. So is it okay even though the payment, it's being processed automatically on on our accounts back and between the fifth till the tenth of each month, since you would like to cancel it the fourth, is it okay to process your invoice by the fourth? In that way, we could proceed with the cancellation? So Because you want it should yeah. be The zero info balance. yeah. Yeah. Yeah. Yeah. So you want the info to be processed on the fourth. Right? Is that how I understood it? Yeah. That's correct. Because Okay. once Okay. we submitted the request to have it canceled to our tech team, they it should show a zero balance. They will give back the account to us if it's a zero balance unless Okay. it's fully paid. And then I can switch to my service provider. It's like like, on this Yeah. invoice. I will I will send you the email cancellation. And, of course, once your payment has been processed successfully on the August 4, you will receive a official receipt. And then once your service has been successfully canceled, you will also receive a email confirmation for Okay. your reference that it's what it was canceled. Okay. So Okay. you can Alright. but anyway, Josie, I do respect your decision in reference with canceling it and transferring to other provider. Would you like to just consider this offer? I can go ahead and extend another 15% discount for six months. So you can No. just It's fine. stay with Okay. Airtel. It's fine.","start_word":188,"end_word":1441,"sentiment":"neutral","sentiment_score":0.004476093675605537},{"text":"Thank you.","start_word":1442,"end_word":1443,"sentiment":"positive","sentiment_score":0.3501383066177368},{"text":"So you really would like to explore another ISP nearby? Yeah. Yeah. Yeah. Yeah. Exactly. Uh-huh. Okay.","start_word":1444,"end_word":1460,"sentiment":"neutral","sentiment_score":0.10676223784685136},{"text":"I appreciate that, Josea. So everything will be properly noted, and then we'll go from there.","start_word":1461,"end_word":1476,"sentiment":"positive","sentiment_score":0.38405948877334595},{"text":"And also one moment here. Check email address. So your email address is still active. Right? Yes. That's Joshay right. wu29@gmail.com just to ensure you will be receiving all the updates from the request that you're having? Mhmm. Yes. Okay.","start_word":1477,"end_word":1516,"sentiment":"neutral","sentiment_score":0.13277456164360046},{"text":"That's perfect.","start_word":1517,"end_word":1518,"sentiment":"positive","sentiment_score":0.5082466006278992},{"text":"So anything else? Nothing else. Yeah. Just you sent if it's okay if you could send the email on, like, the what was it? The August 4, you said? Yeah. August 4 Yeah. dot I'll be yeah. sending Yeah. an email once your that that that's our standard process. Okay. If we will be if we cancel a service, we will definitely send an email confirmation, of course, for reference. Okay. Okay? Okay. But if you change your mind, just give us a call. Let us Okay. know. Okay? You're one of our valued customers. So on our end, we don't want to lose you, but I do respect your decision.","start_word":1519,"end_word":1629,"sentiment":"neutral","sentiment_score":0.07894671708345413},{"text":"I do appreciate your call today and time.","start_word":1630,"end_word":1637,"sentiment":"positive","sentiment_score":0.463455468416214},{"text":"Yeah.","start_word":1638,"end_word":1638,"sentiment":"neutral","sentiment_score":0.2884305715560913},{"text":"Thanks so much. Thank you. Yeah. Thank you. Have a good one, and be safe.","start_word":1639,"end_word":1653,"sentiment":"positive","sentiment_score":0.48762786388397217},{"text":"Yep.","start_word":1654,"end_word":1654,"sentiment":"neutral","sentiment_score":0.12837105989456177},{"text":"Goodbye. Thank Mhmm. you. Cheers. Bye bye.","start_word":1655,"end_word":1661,"sentiment":"positive","sentiment_score":0.5028778910636902}],"average":{"sentiment":"neutral","sentiment_score":0.049021822411768515}}}}