{"metadata":{"transaction_key":"deprecated","request_id":"032d74b1-7d98-42be-881d-ee6db6cfc2b0","sha256":"a78cdab55dfdc3499ecb9b4755242a04a758973a9b47928f227262236a6d062a","created":"2026-03-05T22:25:24.525Z","duration":1010.30396,"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":1407,"output_tokens":91},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1508,"output_tokens":1511},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1508,"output_tokens":88}},"results":{"channels":[{"alternatives":[{"transcript":"Thank you for calling Airtel accounts. Good morning. How may I help you today? Oh, I'm so sorry to hear about that. Am I speaking to Arjun? Thank you. Nice to have you on the line. And, yeah, I'm trying to review and investigate your account right now upon login. Could you please confirm your full name as date of birth on the account and your date of birth? Thank you, Arjun. Just give me a moment. Okay? I'm still trying to investigate these charges and check. Okay? I'm about to backtrack the payments made yesterday. So please be on the line, and thank you so much for your patience. Thank you so much for patiently waiting on the line, Arjun. I'm so sorry for that long hold because I need to backtrack the date of the payment yesterday. And could you please confirm your name as it appears on the card that has been used and the last four of your card number? Okay. 41111. Alright. So, yes, Arjun. Unfortunately, I could confirm that I do see 16 transactions, and I've already advised our accounts back end team in reference with this. In that way, they could investigate. But I'm thinking this is a a glitch on the system because recently, if you are seeing the emails, there are some updates ongoing and issues ongoing back to back. Mhmm. Yeah. I understand. I I I I do understand what you felt right now. So No. Nothing to worry with. I understand. Yes. Okay. We will go ahead and process the refund. However, since there are 16 transactions, and then we will be removing your March invoice, so 15 transactions, and we can just refund the amount to the card that you have been used. So if you ask to block And we can just as I've mentioned, okay. I do respect that. If you would like to make a payment on this due date, which on the eleventh, Okay? That's for March. And, also, if you mentioned you've requested to block the card, we can just process the refund back to the card that you have in use. So I just wanted to make sure that there will be no problem with the bank with your bank if you will be receiving the refund because we cannot process a refund with a different card on our system. We can just refund As I as as I mentioned, we will be processing the refund, but I just wanted to confirm if okay to process the refund. No. We can just process the refund with the same card that you have been used. Yeah. That's what I'm trying to say. If you can ask to unblock to receive the refund. Because the the platform is not allowing us to put in a different card if we are going to process a refund. Yeah. Also yes. Yes. You can call me back. Anyway, we are open until six, and I I just wanted to say another thing, Arjun, because we would like to resolve this also on our end as soon as possible. You mentioned that you did not save your card. Okay? But I'm showing on here, as you are aware, we've since January, we've transitioned from Stripe to ANZ, and we asked you guys to process your payment using the ANZ portal. So you process it January and February. And then the save card is ticked, so I'm thinking that you might not untick the box. The reason why your card has been enrolled for automatic payment. Reason why the card is stored on the system and the payment has been processed successfully. Just so happen, there are several payments. But that's the answer to your question why your card is on the system. It was saved during the payment process by yourself by January and February. But anyway, yes, Arjun, you can call us back. I'll give you my direct phone number. No. I'll provide you my direct phone number. Okay? One moment. Okay. Please call me back. 0391218113. Okay. Yes. My name is Melissa. Just call me to this direct phone number. I'm from accounts. Yeah. Please please do so. Thank you. Talk to you soon. 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you for calling Airtel accounts. Good morning. How may I help you today? Oh, I'm so sorry to hear about that. Am I speaking to Arjun?\n\nThank you. Nice to have you on the line. And, yeah, I'm trying to review and investigate your account right now upon login. Could you please confirm your full name as date of birth on the account and your date of birth? Thank you, Arjun.\n\nJust give me a moment. Okay? I'm still trying to investigate these charges and check. Okay? I'm about to backtrack the payments made yesterday.\n\nSo please be on the line, and thank you so much for your patience. Thank you so much for patiently waiting on the line, Arjun. I'm so sorry for that long hold because I need to backtrack the date of the payment yesterday. And could you please confirm your name as it appears on the card that has been used and the last four of your card number? Okay.\n\n41111. Alright. So, yes, Arjun. Unfortunately, I could confirm that I do see 16 transactions, and I've already advised our accounts back end team in reference with this. In that way, they could investigate.\n\nBut I'm thinking this is a a glitch on the system because recently, if you are seeing the emails, there are some updates ongoing and issues ongoing back to back. Mhmm. Yeah. I understand. I I I I do understand what you felt right now.\n\nSo No. Nothing to worry with. I understand. Yes. Okay.\n\nWe will go ahead and process the refund. However, since there are 16 transactions, and then we will be removing your March invoice, so 15 transactions, and we can just refund the amount to the card that you have been used. So if you ask to block And we can just as I've mentioned, okay. I do respect that. If you would like to make a payment on this due date, which on the eleventh, Okay?\n\nThat's for March. And, also, if you mentioned you've requested to block the card, we can just process the refund back to the card that you have in use. So I just wanted to make sure that there will be no problem with the bank with your bank if you will be receiving the refund because we cannot process a refund with a different card on our system. We can just refund As I as as I mentioned, we will be processing the refund, but I just wanted to confirm if okay to process the refund. No.\n\nWe can just process the refund with the same card that you have been used. Yeah. That's what I'm trying to say. If you can ask to unblock to receive the refund. Because the the platform is not allowing us to put in a different card if we are going to process a refund.\n\nYeah. Also yes. Yes. You can call me back. Anyway, we are open until six, and I I just wanted to say another thing, Arjun, because we would like to resolve this also on our end as soon as possible.\n\nYou mentioned that you did not save your card. Okay? But I'm showing on here, as you are aware, we've since January, we've transitioned from Stripe to ANZ, and we asked you guys to process your payment using the ANZ portal. So you process it January and February. And then the save card is ticked, so I'm thinking that you might not untick the box.\n\nThe reason why your card has been enrolled for automatic payment. Reason why the card is stored on the system and the payment has been processed successfully. Just so happen, there are several payments. But that's the answer to your question why your card is on the system. It was saved during the payment process by yourself by January and February.\n\nBut anyway, yes, Arjun, you can call us back. I'll give you my direct phone number. No. I'll provide you my direct phone number. Okay?\n\nOne moment. Okay. Please call me back. 0391218113. Okay.\n\nYes. My name is Melissa. Just call me to this direct phone number. I'm from accounts. Yeah.\n\nPlease please do so. Thank you. Talk to you soon. Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel accounts.","start":1.1999999,"end":3.1399999,"sentiment":"positive","sentiment_score":0.5191194216410319},{"text":"Good morning.","start":3.1999998,"end":3.84,"sentiment":"positive","sentiment_score":0.5257472693920135},{"text":"How may I help you today?","start":3.84,"end":5.22,"sentiment":"positive","sentiment_score":0.46675559878349304},{"text":"Oh, I'm so sorry to hear about that.","start":18.265,"end":20.185001,"sentiment":"neutral","sentiment_score":-0.22852236218750477},{"text":"Am I speaking to Arjun?","start":20.185001,"end":22.285,"sentiment":"neutral","sentiment_score":-0.08143121749162674}],"sentiment":"neutral","sentiment_score":0.1752373954212224,"num_words":27,"start":1.1999999,"end":22.285},{"sentences":[{"text":"Thank you.","start":24.425,"end":24.985,"sentiment":"positive","sentiment_score":0.3519650995731354},{"text":"Nice to have you on the 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our accounts back end team in reference with this.","start":649.61005,"end":662.95496,"sentiment":"neutral","sentiment_score":-0.28679273957791535},{"text":"In that way, they could investigate.","start":662.95496,"end":664.57495,"sentiment":"neutral","sentiment_score":-0.23946737994750342}],"sentiment":"neutral","sentiment_score":-0.23744803742396042,"num_words":34,"start":642.65,"end":664.57495},{"sentences":[{"text":"But I'm thinking this is a a glitch on the system because recently, if you are seeing the emails, there are some updates ongoing and issues ongoing back to back.","start":664.875,"end":678.765,"sentiment":"negative","sentiment_score":-0.38521202504634855},{"text":"Mhmm.","start":698.16003,"end":698.66003,"sentiment":"neutral","sentiment_score":-0.21988680958747864},{"text":"Yeah.","start":705.44,"end":705.94,"sentiment":"negative","sentiment_score":-0.4201340079307556},{"text":"I 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understand.","start":729.62,"end":730.36,"sentiment":"negative","sentiment_score":-0.365958496928215},{"text":"Yes.","start":731.14,"end":731.64,"sentiment":"neutral","sentiment_score":-0.13235339522361755},{"text":"Okay.","start":746.22504,"end":746.72504,"sentiment":"neutral","sentiment_score":0.015084881335496902}],"sentiment":"neutral","sentiment_score":-0.08793717212975025,"num_words":10,"start":714.505,"end":746.72504},{"sentences":[{"text":"We will go ahead and process the refund.","start":747.025,"end":750.48505,"sentiment":"neutral","sentiment_score":0.08118331152945757},{"text":"However, since there are 16 transactions, and then we will be removing your March invoice, so 15 transactions, and we can just refund the amount to the card that you have been used.","start":751.025,"end":766.41,"sentiment":"neutral","sentiment_score":-0.013145344614079504},{"text":"So if you ask to block And we can just as I've mentioned, okay.","start":766.41,"end":798.605,"sentiment":"neutral","sentiment_score":0.06629329919815063},{"text":"I do respect that.","start":798.605,"end":799.805,"sentiment":"neutral","sentiment_score":0.27226007729768753},{"text":"If you would like to make a payment on this due date, which on the eleventh, Okay?","start":799.805,"end":807.30994,"sentiment":"neutral","sentiment_score":0.1492293967920191}],"sentiment":"neutral","sentiment_score":0.06275942583421343,"num_words":76,"start":747.025,"end":807.30994},{"sentences":[{"text":"That's for March.","start":807.30994,"end":808.61,"sentiment":"neutral","sentiment_score":0.12697864572207132},{"text":"And, also, if you mentioned you've requested to block the card, we can just process the refund back to the card that you have in use.","start":809.38995,"end":818.05,"sentiment":"neutral","sentiment_score":0.15035251040871328},{"text":"So I just wanted to make sure that there will be no problem with the bank with your bank if you will be receiving the refund because we cannot process a refund with a different card on our system.","start":818.58997,"end":831.065,"sentiment":"neutral","sentiment_score":0.05824852419587282},{"text":"We can just refund As I as as I mentioned, we will be processing the refund, but I just wanted to confirm if okay to process the refund.","start":831.765,"end":861.455,"sentiment":"neutral","sentiment_score":0.056847660935350826},{"text":"No.","start":864.795,"end":865.03503,"sentiment":"neutral","sentiment_score":-0.3275548815727234}],"sentiment":"neutral","sentiment_score":0.0806801368664835,"num_words":97,"start":807.30994,"end":865.03503},{"sentences":[{"text":"We can just process the refund with the same card that you have been used.","start":865.03503,"end":869.455,"sentiment":"neutral","sentiment_score":-0.1640157421429952},{"text":"Yeah.","start":872.22003,"end":872.54004,"sentiment":"neutral","sentiment_score":-0.13627901673316956},{"text":"That's what I'm trying to say.","start":872.54004,"end":873.98004,"sentiment":"neutral","sentiment_score":-0.10865920906265576},{"text":"If you can ask to unblock to receive the refund.","start":873.98004,"end":877.60004,"sentiment":"neutral","sentiment_score":-0.15839650854468346},{"text":"Because the the platform is not allowing us to put in a different card if we are going to process a refund.","start":878.3,"end":887.34503,"sentiment":"neutral","sentiment_score":-0.24547451311214405}],"sentiment":"neutral","sentiment_score":-0.18949768105866732,"num_words":54,"start":865.03503,"end":887.34503},{"sentences":[{"text":"Yeah.","start":894.045,"end":894.525,"sentiment":"neutral","sentiment_score":0.02997070737183094},{"text":"Also yes.","start":894.525,"end":895.565,"sentiment":"neutral","sentiment_score":0.046999650076031685},{"text":"Yes.","start":895.565,"end":895.805,"sentiment":"neutral","sentiment_score":0.1171836107969284},{"text":"You can call me back.","start":895.805,"end":896.84503,"sentiment":"neutral","sentiment_score":0.10200866162776948},{"text":"Anyway, we are open until six, and I I just wanted to say another thing, Arjun, because we would like to resolve this also on our end as soon as possible.","start":896.84503,"end":907.44,"sentiment":"neutral","sentiment_score":0.014315184641389115}],"sentiment":"neutral","sentiment_score":0.029874191258568317,"num_words":40,"start":894.045,"end":907.44},{"sentences":[{"text":"You mentioned that you did not save your card.","start":908.38,"end":911.2,"sentiment":"negative","sentiment_score":-0.34559744265344405},{"text":"Okay?","start":911.66504,"end":912.065,"sentiment":"neutral","sentiment_score":-0.20749425888061523},{"text":"But I'm showing on here, as you are aware, we've since January, we've transitioned from Stripe to ANZ, and we asked you guys to process your payment using the ANZ portal.","start":912.065,"end":925.685,"sentiment":"neutral","sentiment_score":-0.05450729839503765},{"text":"So you process it January and February.","start":925.745,"end":928.98,"sentiment":"neutral","sentiment_score":-0.02002632511513574},{"text":"And then the save card is ticked, so I'm thinking that you might not untick the box.","start":930.08,"end":937.84,"sentiment":"neutral","sentiment_score":-0.12918933239929817}],"sentiment":"neutral","sentiment_score":-0.11298462184002767,"num_words":65,"start":908.38,"end":937.84},{"sentences":[{"text":"The reason why your card has been enrolled for automatic payment.","start":937.84,"end":942.44495,"sentiment":"neutral","sentiment_score":-0.07493850995193828},{"text":"Reason why the card is stored on the system and the payment has been processed successfully.","start":942.505,"end":948.925,"sentiment":"neutral","sentiment_score":0.034900063183158636},{"text":"Just so happen, there are several payments.","start":949.065,"end":952.285,"sentiment":"neutral","sentiment_score":-0.05527554878166744},{"text":"But that's the answer to your question why your card is on the system.","start":952.37,"end":956.63,"sentiment":"neutral","sentiment_score":-0.13234376534819603},{"text":"It was saved during the payment process by yourself by January and February.","start":957.17,"end":963.75,"sentiment":"neutral","sentiment_score":-0.05091865704609798}],"sentiment":"neutral","sentiment_score":-0.05192797863092579,"num_words":61,"start":937.84,"end":963.75},{"sentences":[{"text":"But anyway, yes, Arjun, you can call us back.","start":964.29,"end":968.465,"sentiment":"neutral","sentiment_score":0.048606192900074854},{"text":"I'll give you my direct phone number.","start":968.92505,"end":971.265,"sentiment":"neutral","sentiment_score":0.006801919213363102},{"text":"No.","start":971.80505,"end":972.04504,"sentiment":"neutral","sentiment_score":-0.05789953097701073},{"text":"I'll provide you my direct phone number.","start":972.04504,"end":974.125,"sentiment":"neutral","sentiment_score":-0.03840751626661846},{"text":"Okay?","start":974.125,"end":974.445,"sentiment":"neutral","sentiment_score":-0.008920956403017044}],"sentiment":"neutral","sentiment_score":0.0059758427739143374,"num_words":25,"start":964.29,"end":974.445},{"sentences":[{"text":"One moment.","start":974.445,"end":975.265,"sentiment":"neutral","sentiment_score":0.002355223521590233},{"text":"Okay.","start":977.085,"end":977.48505,"sentiment":"neutral","sentiment_score":0.013446902856230736},{"text":"Please call me back.","start":977.48505,"end":978.78503,"sentiment":"neutral","sentiment_score":0.0032220319844782352},{"text":"0391218113.","start":978.92505,"end":991.54,"sentiment":"neutral","sentiment_score":0.012044969946146011},{"text":"Okay.","start":994.96,"end":995.46,"sentiment":"neutral","sentiment_score":0.027894992381334305}],"sentiment":"neutral","sentiment_score":0.007887271129422717,"num_words":9,"start":974.445,"end":995.46},{"sentences":[{"text":"Yes.","start":997.135,"end":997.45496,"sentiment":"neutral","sentiment_score":0.059025030583143234},{"text":"My name is Melissa.","start":997.45496,"end":998.595,"sentiment":"neutral","sentiment_score":0.0538667356595397},{"text":"Just call me to this direct phone number.","start":999.135,"end":1001.615,"sentiment":"neutral","sentiment_score":0.036943841725587845},{"text":"I'm from accounts.","start":1001.615,"end":1002.675,"sentiment":"neutral","sentiment_score":0.023722417031725247},{"text":"Yeah.","start":1003.695,"end":1004.195,"sentiment":"neutral","sentiment_score":0.032034702599048615}],"sentiment":"neutral","sentiment_score":0.03960262710118995,"num_words":17,"start":997.135,"end":1004.195},{"sentences":[{"text":"Please please do so.","start":1004.33496,"end":1005.615,"sentiment":"neutral","sentiment_score":0.005610124208033085},{"text":"Thank you.","start":1005.615,"end":1006.175,"sentiment":"positive","sentiment_score":0.8194885551929474},{"text":"Talk to you soon.","start":1006.175,"end":1007.235,"sentiment":"positive","sentiment_score":0.5507339537143707},{"text":"Bye bye.","start":1007.375,"end":1008.115,"sentiment":"neutral","sentiment_score":0.05988937988877296}],"sentiment":"neutral","sentiment_score":0.33201101515442133,"num_words":12,"start":1004.33496,"end":1008.115}]}}]},{"alternatives":[{"transcript":"Yeah. Hi. Good morning. I use your Internet services, and there were 16 transactions unauthorized last night from Airtel. That's correct. Yeah. Yeah. Arjun Prabhu Vivekanandan. Date of birth, April 1982. Yeah. Hello? Okay. Sure. Hello? Is anyone there? Yeah. Yeah. Arjun. The last four digits is 4111. I do understand. Yeah. I do understand about the service upgrades and the new developments, but I have never stored my card information on your website. How did this payment go through? Because I have never stored my card details. I have never authorized automated the payment process. I have used the card once or twice for the subscription, but I have never stored the card. So this is a serious security concern. I am really disappointed, and I'm really concerned about this kind of service failures. And my my account has Yeah. My account has been overdrawn, and that's gonna be overdrawn charges applicable for my card transaction. And I I don't have any funds in my account. I really need these funds ASAP into my account. I called the bank yesterday, and I blocked the card immediately. They're going to issue me a new card. I do not have any funds in my account. 16 transactions of $79.99 has been transacted. So I need that funds as soon as possible, please. No. I I prefer no. I prefer to refund all 16 transactions, and I'm going to use a different card for the new subscription because the due date is only the March 11. I do have time. So I will make the payment separately. I'm not going to store my card details on your side for any automated payments in future. I'm gonna use a different card. But I I need the 16 transaction that were transacted yesterday to be refunded back immediately, please. Yes. Yeah. How does that work? Because I have requested the bank to block the transaction. Only after I requested the bank to block my card, the transactions stopped. Until such time, the transactions were going on one by one by one by one. The transactions were did you see? And my account was overdrawn, and my account is in minors right now. Can I give you the full card and then that so you could this is a refund too? But I have blocked the card. I will have to call the bank. Okay. Okay. I'm gonna call the bank right now. And can I can I call you back and continue this conversation? Okay. Okay. Is there a case ID for the school? Yeah. Zero three nine one two one eight one 13. Alright. Okay. May I please have your name, 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Hi. Good morning. I use your Internet services, and there were 16 transactions unauthorized last night from Airtel. That's correct.\n\nYeah. Yeah. Arjun Prabhu Vivekanandan. Date of birth, April 1982. Yeah.\n\nHello? Okay. Sure. Hello? Is anyone there?\n\nYeah. Yeah. Arjun. The last four digits is 4111. I do understand.\n\nYeah. I do understand about the service upgrades and the new developments, but I have never stored my card information on your website. How did this payment go through? Because I have never stored my card details. I have never authorized automated the payment process.\n\nI have used the card once or twice for the subscription, but I have never stored the card. So this is a serious security concern. I am really disappointed, and I'm really concerned about this kind of service failures. And my my account has Yeah. My account has been overdrawn, and that's gonna be overdrawn charges applicable for my card transaction.\n\nAnd I I don't have any funds in my account. I really need these funds ASAP into my account. I called the bank yesterday, and I blocked the card immediately. They're going to issue me a new card. I do not have any funds in my account.\n\n16 transactions of $79.99 has been transacted. So I need that funds as soon as possible, please. No. I I prefer no. I prefer to refund all 16 transactions, and I'm going to use a different card for the new subscription because the due date is only the March 11.\n\nI do have time. So I will make the payment separately. I'm not going to store my card details on your side for any automated payments in future. I'm gonna use a different card. But I I need the 16 transaction that were transacted yesterday to be refunded back immediately, please.\n\nYes. Yeah. How does that work? Because I have requested the bank to block the transaction. Only after I requested the bank to block my card, the transactions stopped.\n\nUntil such time, the transactions were going on one by one by one by one. The transactions were did you see? And my account was overdrawn, and my account is in minors right now. Can I give you the full card and then that so you could this is a refund too? But I have blocked the card.\n\nI will have to call the bank. Okay. Okay. I'm gonna call the bank right now. And can I can I call you back and continue this conversation?\n\nOkay. Okay. Is there a case ID for the school? Yeah. Zero three nine one two one eight one 13.\n\nAlright. Okay. May I please have your name, please?","paragraphs":[{"sentences":[{"text":"Yeah.","start":5.8399997,"end":6.08,"sentiment":"neutral","sentiment_score":0.010075634345412254},{"text":"Hi.","start":6.08,"end":6.3199997,"sentiment":"neutral","sentiment_score":0.014569436199963093},{"text":"Good morning.","start":6.3199997,"end":7.06,"sentiment":"neutral","sentiment_score":0.04002541536465287},{"text":"I use your Internet services, and there were 16 transactions unauthorized last night from Airtel.","start":8.559999,"end":17.045,"sentiment":"neutral","sentiment_score":-0.19528338263432185},{"text":"That's correct.","start":23.185,"end":23.925,"sentiment":"neutral","sentiment_score":0.03430281300097704}],"sentiment":"neutral","sentiment_score":-0.13123567677324727,"num_words":21,"start":5.8399997,"end":23.925},{"sentences":[{"text":"Yeah.","start":38.125,"end":38.625,"sentiment":"neutral","sentiment_score":0.022807542234659195},{"text":"Yeah.","start":39.565,"end":39.965,"sentiment":"neutral","sentiment_score":0.010134861804544926},{"text":"Arjun Prabhu Vivekanandan.","start":39.965,"end":41.425,"sentiment":"neutral","sentiment_score":0.025771110008160274},{"text":"Date of birth, April 1982.","start":41.645,"end":44.864998,"sentiment":"neutral","sentiment_score":0.01326881404966116},{"text":"Yeah.","start":51.405,"end":51.905,"sentiment":"neutral","sentiment_score":0.01164228469133377}],"sentiment":"neutral","sentiment_score":0.01711291718212041,"num_words":11,"start":38.125,"end":51.905},{"sentences":[{"text":"Hello?","start":56.149998,"end":56.649998,"sentiment":"neutral","sentiment_score":-0.0429234579205513},{"text":"Okay.","start":61.43,"end":61.93,"sentiment":"neutral","sentiment_score":0.12523065507411957},{"text":"Sure.","start":63.43,"end":63.93,"sentiment":"neutral","sentiment_score":0.04597475379705429},{"text":"Hello?","start":600.075,"end":600.575,"sentiment":"neutral","sentiment_score":0.008577168919146061},{"text":"Is anyone there?","start":602.635,"end":603.54,"sentiment":"neutral","sentiment_score":0.0027567887057860694}],"sentiment":"neutral","sentiment_score":0.02073278371244669,"num_words":7,"start":56.149998,"end":603.54},{"sentences":[{"text":"Yeah.","start":628.30505,"end":628.80505,"sentiment":"neutral","sentiment_score":-0.007614143192768097},{"text":"Yeah.","start":636.95996,"end":637.44,"sentiment":"neutral","sentiment_score":0.0036564418114721775},{"text":"Arjun.","start":637.44,"end":637.94,"sentiment":"neutral","sentiment_score":-0.0014555116649717093},{"text":"The last four digits is 4111.","start":639.04,"end":641.38,"sentiment":"neutral","sentiment_score":-0.002661395352333784},{"text":"I do understand.","start":677.745,"end":678.885,"sentiment":"negative","sentiment_score":-0.35686270395914715}],"sentiment":"neutral","sentiment_score":-0.09099747475314264,"num_words":12,"start":628.30505,"end":678.885},{"sentences":[{"text":"Yeah.","start":679.02496,"end":679.265,"sentiment":"neutral","sentiment_score":-0.16728319227695465},{"text":"I do understand about the service upgrades and the new developments, but I have never stored my card information on your website.","start":679.265,"end":687.36005,"sentiment":"neutral","sentiment_score":-0.24821975014426492},{"text":"How did this payment go through?","start":687.74,"end":689.58,"sentiment":"neutral","sentiment_score":-0.24796228110790253},{"text":"Because I have never stored my card details.","start":689.58,"end":691.42004,"sentiment":"negative","sentiment_score":-0.43100456148386},{"text":"I have never authorized automated the payment process.","start":691.42004,"end":695.595,"sentiment":"negative","sentiment_score":-0.4060474708676338}],"sentiment":"neutral","sentiment_score":-0.3069401697980033,"num_words":45,"start":679.02496,"end":695.595},{"sentences":[{"text":"I have used the card once or twice for the subscription, but I have never stored the card.","start":695.83496,"end":701.13495,"sentiment":"negative","sentiment_score":-0.34009016884697807},{"text":"So this is a serious security concern.","start":701.19495,"end":704.65497,"sentiment":"negative","sentiment_score":-0.629435624395098},{"text":"I am really disappointed, and I'm really concerned about this kind of service failures.","start":704.71497,"end":709.77496,"sentiment":"negative","sentiment_score":-0.6314370163849422},{"text":"And my my account has Yeah.","start":717.07,"end":719.15,"sentiment":"neutral","sentiment_score":-0.06042946750919024},{"text":"My account has been overdrawn, and that's gonna be overdrawn charges applicable for my card transaction.","start":719.15,"end":725.49,"sentiment":"negative","sentiment_score":-0.5068993140012026}],"sentiment":"negative","sentiment_score":-0.4564058437454896,"num_words":61,"start":695.83496,"end":725.49},{"sentences":[{"text":"And I I don't have any funds in my account.","start":725.865,"end":727.865,"sentiment":"negative","sentiment_score":-0.5194878786802292},{"text":"I really need these funds ASAP into my account.","start":727.865,"end":730.685,"sentiment":"negative","sentiment_score":-0.44408045212427777},{"text":"I called the bank yesterday, and I blocked the card immediately.","start":730.825,"end":733.805,"sentiment":"neutral","sentiment_score":-0.28645736791870813},{"text":"They're going to issue me a new card.","start":734.02496,"end":735.625,"sentiment":"negative","sentiment_score":-0.4358697906136513},{"text":"I do not have any funds in my account.","start":735.625,"end":737.565,"sentiment":"negative","sentiment_score":-0.4383210672272576}],"sentiment":"negative","sentiment_score":-0.42073365602087465,"num_words":47,"start":725.865,"end":737.565},{"sentences":[{"text":"16 transactions of $79.99 has been transacted.","start":737.96,"end":741.08,"sentiment":"negative","sentiment_score":-0.33580643790108816},{"text":"So I need that funds as soon as possible, please.","start":741.08,"end":743.5,"sentiment":"neutral","sentiment_score":-0.3288410648703575},{"text":"No.","start":767.84,"end":768.16003,"sentiment":"neutral","sentiment_score":-0.07487849146127701},{"text":"I I prefer no.","start":768.16003,"end":769.44,"sentiment":"neutral","sentiment_score":-0.15424862504005432},{"text":"I prefer to refund all 16 transactions, and I'm going to use a different card for the new subscription because the due date is only the March 11.","start":769.44,"end":778.08,"sentiment":"neutral","sentiment_score":-0.07403510037277426}],"sentiment":"neutral","sentiment_score":-0.1680782303214073,"num_words":50,"start":737.96,"end":778.08},{"sentences":[{"text":"I do have time.","start":778.08,"end":779.12,"sentiment":"neutral","sentiment_score":-0.0030746012926101685},{"text":"So I will make the payment separately.","start":779.12,"end":780.8,"sentiment":"neutral","sentiment_score":0.023183360695838928},{"text":"I'm not going to store my card details on your side for any automated payments in future.","start":780.8,"end":785.595,"sentiment":"neutral","sentiment_score":-0.09790563846335691},{"text":"I'm gonna use a different card.","start":785.65497,"end":787.355,"sentiment":"neutral","sentiment_score":-0.04207586186627547},{"text":"But I I need the 16 transaction that were transacted yesterday to be refunded back immediately, please.","start":789.735,"end":795.195,"sentiment":"neutral","sentiment_score":-0.0381987708456376}],"sentiment":"neutral","sentiment_score":-0.04737735313235545,"num_words":51,"start":778.08,"end":795.195},{"sentences":[{"text":"Yes.","start":806.54004,"end":807.04004,"sentiment":"neutral","sentiment_score":0.1162216290831566},{"text":"Yeah.","start":831.84,"end":831.92,"sentiment":"neutral","sentiment_score":0.0772337019443512},{"text":"How does that work?","start":831.92,"end":832.96,"sentiment":"neutral","sentiment_score":0.08947926759719849},{"text":"Because I have requested the bank to block the transaction.","start":832.96,"end":835.14,"sentiment":"neutral","sentiment_score":-0.0872106496244669},{"text":"Only after I requested the bank to block my card, the transactions stopped.","start":835.2,"end":839.555,"sentiment":"neutral","sentiment_score":-0.10990460446247688}],"sentiment":"neutral","sentiment_score":-0.06032737768415747,"num_words":29,"start":806.54004,"end":839.555},{"sentences":[{"text":"Until such time, the transactions were going on one by one by one by one.","start":840.01495,"end":843.615,"sentiment":"neutral","sentiment_score":-0.1307753587762515},{"text":"The transactions were did you see?","start":843.615,"end":845.535,"sentiment":"neutral","sentiment_score":-0.11990412200490634},{"text":"And my account was overdrawn, and my account is in minors right now.","start":845.535,"end":849.71497,"sentiment":"negative","sentiment_score":-0.3663998612990746},{"text":"Can I give you the full card and then that so you could this is a refund too?","start":859.23,"end":862.965,"sentiment":"neutral","sentiment_score":0.12652684789564875},{"text":"But I have blocked the card.","start":869.765,"end":871.145,"sentiment":"negative","sentiment_score":-0.4277825007836024}],"sentiment":"neutral","sentiment_score":-0.133335604364502,"num_words":58,"start":840.01495,"end":871.145},{"sentences":[{"text":"I will have to call the bank.","start":878.94,"end":880.4,"sentiment":"neutral","sentiment_score":-0.32616668939590454},{"text":"Okay.","start":885.42,"end":885.92,"sentiment":"neutral","sentiment_score":-0.0772322341799736},{"text":"Okay.","start":886.86,"end":887.18,"sentiment":"neutral","sentiment_score":-0.003157738596200943},{"text":"I'm gonna call the bank right now.","start":887.18,"end":889.1,"sentiment":"neutral","sentiment_score":-0.002501689163701875},{"text":"And can I can I call you back and continue this conversation?","start":889.1,"end":893.68,"sentiment":"neutral","sentiment_score":0.02914807479828596}],"sentiment":"neutral","sentiment_score":-0.07254613303978528,"num_words":28,"start":878.94,"end":893.68},{"sentences":[{"text":"Okay.","start":964.07,"end":964.39,"sentiment":"neutral","sentiment_score":0.01484633795917034},{"text":"Okay.","start":964.39,"end":964.89,"sentiment":"neutral","sentiment_score":0.006991956382989883},{"text":"Is there a case ID for the school?","start":968.95,"end":970.89,"sentiment":"neutral","sentiment_score":0.018444752087816596},{"text":"Yeah.","start":970.995,"end":971.495,"sentiment":"neutral","sentiment_score":-0.010943770408630373},{"text":"Zero three nine one two one eight one 13.","start":980.915,"end":993.21,"sentiment":"neutral","sentiment_score":0.0034719076421525744}],"sentiment":"neutral","sentiment_score":0.00948498547077179,"num_words":20,"start":964.07,"end":993.21},{"sentences":[{"text":"Alright.","start":993.43,"end":993.93,"sentiment":"neutral","sentiment_score":0.029101556167006493},{"text":"Okay.","start":994.23,"end":994.73,"sentiment":"neutral","sentiment_score":0.026837058365345},{"text":"May I please have your name, please?","start":995.02997,"end":996.57,"sentiment":"neutral","sentiment_score":0.020600000130278722}],"sentiment":"neutral","sentiment_score":0.02223762393825584,"num_words":9,"start":993.43,"end":996.57}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel accounts. Good morning. How may I help you today?\n\nChannel 1: Yeah. Hi. Good morning. I use your Internet services, and there were 16 transactions unauthorized last night from Airtel.\n\nChannel 0: Oh, I'm so sorry to hear about that. Am I speaking to Arjun?\n\nChannel 1: That's correct.\n\nChannel 0: Thank you. Nice to have you on the line. And, yeah, I'm trying to review and investigate your account right now upon login. Could you please confirm your full name as date of birth on the account and your date\n\nChannel 1: Yeah.\n\nChannel 0: of birth?\n\nChannel 1: Yeah. Arjun Prabhu Vivekanandan. Date of birth, April 1982.\n\nChannel 0: Thank you, Arjun. Just give me a moment. Okay? I'm still trying to\n\nChannel 1: Yeah.\n\nChannel 0: investigate these charges and check. Okay? I'm about to backtrack\n\nChannel 1: Hello?\n\nChannel 0: the payments made yesterday. So please be on the line, and thank you\n\nChannel 1: Okay.\n\nChannel 0: so much for your patience.\n\nChannel 1: Sure. Hello? Is anyone there?\n\nChannel 0: Thank you so much for patiently waiting on the line, Arjun. I'm so sorry for that long hold because I need to backtrack the date of the payment yesterday.\n\nChannel 1: Yeah.\n\nChannel 0: And could you please confirm your name as it appears on the card that has been used and the last four of your card number?\n\nChannel 1: Yeah. Arjun. The last four digits is 4111.\n\nChannel 0: Okay. 41111. Alright. So, yes, Arjun. Unfortunately, I could confirm that I do see 16 transactions, and I've already advised our accounts back end team in reference with this.\n\nIn that way, they could investigate. But I'm thinking this is a a glitch on the system because recently, if you are seeing the emails, there are some updates ongoing and issues ongoing\n\nChannel 1: I\n\nChannel 0: back\n\nChannel 1: do\n\nChannel 0: to back.\n\nChannel 1: understand. Yeah. I do understand about the service upgrades and the new developments, but I have never stored my card information on your website. How did this payment go through? Because I have never stored my card details.\n\nI have never authorized automated the payment process. I have used the card once or twice for\n\nChannel 0: Mhmm.\n\nChannel 1: the subscription, but I have never stored the card. So this is a serious security concern. I am really\n\nChannel 0: Yeah.\n\nChannel 1: disappointed, and I'm really concerned about this kind of service failures.\n\nChannel 0: I understand. I I I I do understand what you felt right now. So No.\n\nChannel 1: And\n\nChannel 0: Nothing to\n\nChannel 1: my\n\nChannel 0: worry\n\nChannel 1: my\n\nChannel 0: with.\n\nChannel 1: account has Yeah. My account has been overdrawn, and that's gonna be overdrawn charges applicable for my card transaction. And I I don't have any funds in my account. I really need these funds ASAP\n\nChannel 0: I understand.\n\nChannel 1: into my account. I called\n\nChannel 0: Yes.\n\nChannel 1: the bank yesterday, and I blocked the card immediately. They're going to issue me a new card. I do not have any funds in my account. 16 transactions of $79.99 has been transacted. So I need that funds as soon as possible, please.\n\nChannel 0: Okay. We will go ahead and process the refund. However, since there are 16 transactions, and then we will be removing your March invoice, so 15 transactions, and we can just refund the amount to the card that you have been used. So if you\n\nChannel 1: No.\n\nChannel 0: ask to\n\nChannel 1: I\n\nChannel 0: block\n\nChannel 1: I prefer no. I prefer to refund all 16 transactions, and I'm going to use a different card for the new subscription because the due date is only the March 11. I do have time. So I will make the payment separately. I'm not going to store my card details on your side for any automated payments in future.\n\nI'm gonna use a different card. But I I need the 16 transaction that were transacted yesterday to be refunded back immediately, please.\n\nChannel 0: And we can just as I've mentioned, okay. I do respect that. If you would like to make a payment on this due date, which on the eleventh,\n\nChannel 1: Yes.\n\nChannel 0: Okay? That's for March. And, also, if you mentioned you've requested to block the card, we can just process the refund back to the card that you have in use. So I just wanted to make sure that there will be no problem with the bank with your bank if you will be receiving the refund because we cannot process a refund with a different card on our system. We\n\nChannel 1: Yeah. How\n\nChannel 0: can\n\nChannel 1: does\n\nChannel 0: just\n\nChannel 1: that\n\nChannel 0: refund\n\nChannel 1: work? Because I have requested the bank to block the transaction. Only after I requested the bank to block my card, the transactions stopped. Until such time, the transactions were going on one by one by one by one. The transactions were did you see?\n\nAnd my account was overdrawn, and my account is in minors right now.\n\nChannel 0: As I as as I mentioned, we will be processing the refund, but I just wanted to confirm if\n\nChannel 1: Can I give\n\nChannel 0: okay\n\nChannel 1: you the\n\nChannel 0: to\n\nChannel 1: full card\n\nChannel 0: process\n\nChannel 1: and\n\nChannel 0: the\n\nChannel 1: then that\n\nChannel 0: refund.\n\nChannel 1: so you could this is a refund too?\n\nChannel 0: No. We can just process the refund with the same card that you have been used.\n\nChannel 1: But I have blocked the card.\n\nChannel 0: Yeah. That's what I'm trying to say. If you can ask to unblock to receive the refund. Because the\n\nChannel 1: I will have to\n\nChannel 0: the\n\nChannel 1: call\n\nChannel 0: platform\n\nChannel 1: the bank.\n\nChannel 0: is not allowing us to put in a different card if we are\n\nChannel 1: Okay.\n\nChannel 0: going to process a refund.\n\nChannel 1: Okay. I'm gonna call the bank right now. And can I can I call you back and continue this conversation?\n\nChannel 0: Yeah. Also yes. Yes. You can call me back. Anyway, we are open until six, and I I just wanted to say another thing, Arjun, because we would like to resolve this also on our end as soon as possible.\n\nYou mentioned that you did not save your card. Okay? But I'm showing on here, as you are aware, we've since January, we've transitioned from Stripe to ANZ, and we asked you guys to process your payment using the ANZ portal. So you process it January and February. And then the save card is ticked, so I'm thinking that you might not untick the box.\n\nThe reason why your card has been enrolled for automatic payment. Reason why the card is stored on the system and the payment has been processed successfully. Just so happen, there are several payments. But that's the answer to your question why your card is on the system. It was saved during the payment process by yourself by January and February.\n\nChannel 1: Okay.\n\nChannel 0: But\n\nChannel 1: Okay.\n\nChannel 0: anyway, yes, Arjun, you can call us back. I'll\n\nChannel 1: Is there\n\nChannel 0: give\n\nChannel 1: a case\n\nChannel 0: you my\n\nChannel 1: ID\n\nChannel 0: direct\n\nChannel 1: for the school?\n\nChannel 0: phone number.\n\nChannel 1: Yeah.\n\nChannel 0: No. I'll provide you my direct phone number. Okay? One moment. Okay.\n\nPlease call me back. 0391218113.\n\nChannel 1: Zero three nine one two one eight one 13. Alright. Okay.\n\nChannel 0: Okay.\n\nChannel 1: May I please have your name, please?\n\nChannel 0: Yes. My name is Melissa. Just call me to this direct phone number. I'm from accounts. Yeah.\n\nPlease please do so. Thank you. Talk to you soon. Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel accounts.","start":1.1999999,"end":3.1399999,"sentiment":"positive","sentiment_score":0.5191194216410319},{"text":"Good morning.","start":3.1999998,"end":3.84,"sentiment":"positive","sentiment_score":0.5257472693920135},{"text":"How may I help you today?","start":3.84,"end":5.22,"sentiment":"positive","sentiment_score":0.46675559878349304}],"sentiment":"positive","sentiment_score":0.49762461866651264,"channel":0,"num_words":14,"start":1.1999999,"end":5.22},{"sentences":[{"text":"Yeah.","start":5.8399997,"end":6.08,"sentiment":"neutral","sentiment_score":0.010075634345412254},{"text":"Hi.","start":6.08,"end":6.3199997,"sentiment":"neutral","sentiment_score":0.014569436199963093},{"text":"Good morning.","start":6.3199997,"end":7.06,"sentiment":"neutral","sentiment_score":0.04002541536465287},{"text":"I use your Internet services, and there were 16 transactions unauthorized last night from Airtel.","start":8.559999,"end":17.045,"sentiment":"neutral","sentiment_score":-0.19528338263432185}],"sentiment":"neutral","sentiment_score":-0.1486607809600077,"channel":1,"num_words":19,"start":5.8399997,"end":17.045},{"sentences":[{"text":"Oh, I'm so sorry to hear about that.","start":18.265,"end":20.185001,"sentiment":"neutral","sentiment_score":-0.22852236218750477},{"text":"Am I speaking to Arjun?","start":20.185001,"end":22.285,"sentiment":"neutral","sentiment_score":-0.08143121749162674}],"sentiment":"neutral","sentiment_score":-0.17194884499678245,"channel":0,"num_words":13,"start":18.265,"end":22.285},{"sentences":[{"text":"That's correct.","start":23.185,"end":23.925,"sentiment":"neutral","sentiment_score":0.03430281300097704}],"sentiment":"neutral","sentiment_score":0.03430281300097704,"channel":1,"num_words":2,"start":23.185,"end":23.925},{"sentences":[{"text":"Thank you.","start":24.425,"end":24.985,"sentiment":"positive","sentiment_score":0.3519650995731354},{"text":"Nice to have you on the line.","start":24.985,"end":26.445,"sentiment":"positive","sentiment_score":0.5362808704376221},{"text":"And, yeah, I'm trying to review and investigate your account right now upon login.","start":26.744999,"end":33.01,"sentiment":"neutral","sentiment_score":0.161850600370339},{"text":"Could you please confirm your full name as date of birth on the account and your date","start":33.31,"end":38.27,"sentiment":"neutral","sentiment_score":0.05424482002854347}],"sentiment":"neutral","sentiment_score":0.19114916594699025,"channel":0,"num_words":40,"start":24.425,"end":38.27},{"sentences":[{"text":"Yeah.","start":38.125,"end":38.625,"sentiment":"neutral","sentiment_score":0.022807542234659195}],"sentiment":"neutral","sentiment_score":0.022807542234659195,"channel":1,"num_words":1,"start":38.125,"end":38.625},{"sentences":[{"text":"of birth?","start":38.27,"end":38.93,"sentiment":"neutral","sentiment_score":0.009604990016669035}],"sentiment":"neutral","sentiment_score":0.009604990016669035,"channel":0,"num_words":2,"start":38.27,"end":38.93},{"sentences":[{"text":"Yeah.","start":39.565,"end":39.965,"sentiment":"neutral","sentiment_score":0.010134861804544926},{"text":"Arjun Prabhu Vivekanandan.","start":39.965,"end":41.425,"sentiment":"neutral","sentiment_score":0.025771110008160274},{"text":"Date of birth, April 1982.","start":41.645,"end":44.864998,"sentiment":"neutral","sentiment_score":0.01326881404966116}],"sentiment":"neutral","sentiment_score":0.017088029119703505,"channel":1,"num_words":9,"start":39.565,"end":44.864998},{"sentences":[{"text":"Thank you, Arjun.","start":45.235,"end":46.295,"sentiment":"neutral","sentiment_score":0.20538193980852762},{"text":"Just give me a moment.","start":46.995,"end":49.495,"sentiment":"neutral","sentiment_score":0.1404431700706482},{"text":"Okay?","start":49.795,"end":50.195,"sentiment":"neutral","sentiment_score":0.05256036669015885},{"text":"I'm still trying to","start":50.195,"end":51.655,"sentiment":"neutral","sentiment_score":-0.006827550940215588}],"sentiment":"neutral","sentiment_score":0.1033547563621631,"channel":0,"num_words":13,"start":45.235,"end":51.655},{"sentences":[{"text":"Yeah.","start":51.405,"end":51.905,"sentiment":"neutral","sentiment_score":0.01164228469133377}],"sentiment":"neutral","sentiment_score":0.01164228469133377,"channel":1,"num_words":1,"start":51.405,"end":51.905},{"sentences":[{"text":"investigate these charges and check.","start":52.035,"end":54.995,"sentiment":"neutral","sentiment_score":-0.013664518296718598},{"text":"Okay?","start":54.995,"end":55.394997,"sentiment":"neutral","sentiment_score":-0.01124383881688118},{"text":"I'm about to backtrack","start":55.394997,"end":56.614998,"sentiment":"neutral","sentiment_score":-0.08151929825544357}],"sentiment":"neutral","sentiment_score":-0.040564362332224844,"channel":0,"num_words":10,"start":52.035,"end":56.614998},{"sentences":[{"text":"Hello?","start":56.149998,"end":56.649998,"sentiment":"neutral","sentiment_score":-0.0429234579205513}],"sentiment":"neutral","sentiment_score":-0.0429234579205513,"channel":1,"num_words":1,"start":56.149998,"end":56.649998},{"sentences":[{"text":"the payments made yesterday.","start":56.754997,"end":59.04,"sentiment":"neutral","sentiment_score":-0.028226944617927074},{"text":"So please be on the line, and thank you","start":59.42,"end":61.579998,"sentiment":"neutral","sentiment_score":0.0861007393234306}],"sentiment":"neutral","sentiment_score":0.050922990418397464,"channel":0,"num_words":13,"start":56.754997,"end":61.579998},{"sentences":[{"text":"Okay.","start":61.43,"end":61.93,"sentiment":"neutral","sentiment_score":0.12523065507411957}],"sentiment":"neutral","sentiment_score":0.12523065507411957,"channel":1,"num_words":1,"start":61.43,"end":61.93},{"sentences":[{"text":"so much for your patience.","start":61.579998,"end":62.879997,"sentiment":"neutral","sentiment_score":0.20743344128131866}],"sentiment":"neutral","sentiment_score":0.20743344128131866,"channel":0,"num_words":5,"start":61.579998,"end":62.879997},{"sentences":[{"text":"Sure.","start":63.43,"end":63.93,"sentiment":"neutral","sentiment_score":0.04597475379705429},{"text":"Hello?","start":600.075,"end":600.575,"sentiment":"neutral","sentiment_score":0.008577168919146061},{"text":"Is anyone there?","start":602.635,"end":603.54,"sentiment":"neutral","sentiment_score":0.0027567887057860694}],"sentiment":"neutral","sentiment_score":0.012564457766711713,"channel":1,"num_words":5,"start":63.43,"end":603.54},{"sentences":[{"text":"Thank you so much for patiently waiting on the line, Arjun.","start":618.05005,"end":621.41003,"sentiment":"neutral","sentiment_score":0.13388568501580844},{"text":"I'm so sorry for that long hold because I need to backtrack the date of the payment yesterday.","start":621.41003,"end":627.385,"sentiment":"neutral","sentiment_score":-0.32782865315675735}],"sentiment":"neutral","sentiment_score":-0.15269562833268066,"channel":0,"num_words":29,"start":618.05005,"end":627.385},{"sentences":[{"text":"Yeah.","start":628.30505,"end":628.80505,"sentiment":"neutral","sentiment_score":-0.007614143192768097}],"sentiment":"neutral","sentiment_score":-0.007614143192768097,"channel":1,"num_words":1,"start":628.30505,"end":628.80505},{"sentences":[{"text":"And could you please confirm your name as it appears on the card that has been used and the last four of your card number?","start":628.485,"end":636.505,"sentiment":"neutral","sentiment_score":0.01205275196582079}],"sentiment":"neutral","sentiment_score":0.01205275196582079,"channel":0,"num_words":25,"start":628.485,"end":636.505},{"sentences":[{"text":"Yeah.","start":636.95996,"end":637.44,"sentiment":"neutral","sentiment_score":0.0036564418114721775},{"text":"Arjun.","start":637.44,"end":637.94,"sentiment":"neutral","sentiment_score":-0.0014555116649717093},{"text":"The last four digits is 4111.","start":639.04,"end":641.38,"sentiment":"neutral","sentiment_score":-0.002661395352333784}],"sentiment":"neutral","sentiment_score":-0.0017209302459377795,"channel":1,"num_words":8,"start":636.95996,"end":641.38},{"sentences":[{"text":"Okay.","start":641.77,"end":642.27,"sentiment":"neutral","sentiment_score":-0.0018221051432192328},{"text":"41111.","start":642.65,"end":646.03,"sentiment":"neutral","sentiment_score":-0.0029179153498262167},{"text":"Alright.","start":647.29004,"end":647.79004,"sentiment":"neutral","sentiment_score":-0.0013822007458657026},{"text":"So, yes, Arjun.","start":648.09,"end":649.55005,"sentiment":"neutral","sentiment_score":-0.011965288780629635},{"text":"Unfortunately, I could confirm that I do see 16 transactions, and I've already advised our accounts back end team in reference with this.","start":649.61005,"end":662.95496,"sentiment":"neutral","sentiment_score":-0.28679273957791535}],"sentiment":"neutral","sentiment_score":-0.2289052102714777,"channel":0,"num_words":29,"start":641.77,"end":662.95496},{"sentences":[{"text":"In that way, they could investigate.","start":662.95496,"end":664.57495,"sentiment":"neutral","sentiment_score":-0.23946737994750342},{"text":"But I'm thinking this is a a glitch on the system because recently, if you are seeing the emails, there are some updates ongoing and issues ongoing","start":664.875,"end":676.54004,"sentiment":"negative","sentiment_score":-0.3828810210581179}],"sentiment":"negative","sentiment_score":-0.3568058135834607,"channel":0,"num_words":33,"start":662.95496,"end":676.54004},{"sentences":[{"text":"I","start":677.745,"end":678.065,"sentiment":"negative","sentiment_score":-0.46085283160209656}],"sentiment":"negative","sentiment_score":-0.46085283160209656,"channel":1,"num_words":1,"start":677.745,"end":678.065},{"sentences":[{"text":"back","start":677.80005,"end":678.12,"sentiment":"negative","sentiment_score":-0.4064863324165344}],"sentiment":"negative","sentiment_score":-0.4064863324165344,"channel":0,"num_words":1,"start":677.80005,"end":678.12},{"sentences":[{"text":"do","start":678.065,"end":678.385,"sentiment":"negative","sentiment_score":-0.4502998888492584}],"sentiment":"negative","sentiment_score":-0.4502998888492584,"channel":1,"num_words":1,"start":678.065,"end":678.385},{"sentences":[{"text":"to back.","start":678.12,"end":678.765,"sentiment":"negative","sentiment_score":-0.4060434252023697}],"sentiment":"negative","sentiment_score":-0.4060434252023697,"channel":0,"num_words":2,"start":678.12,"end":678.765},{"sentences":[{"text":"understand.","start":678.385,"end":678.885,"sentiment":"neutral","sentiment_score":-0.15943539142608645},{"text":"Yeah.","start":679.02496,"end":679.265,"sentiment":"neutral","sentiment_score":-0.16728319227695465},{"text":"I do understand about the service upgrades and the new developments, but I have never stored my card information on your website.","start":679.265,"end":687.36005,"sentiment":"neutral","sentiment_score":-0.24821975014426492},{"text":"How did this payment go through?","start":687.74,"end":689.58,"sentiment":"neutral","sentiment_score":-0.24796228110790253},{"text":"Because I have never stored my card details.","start":689.58,"end":691.42004,"sentiment":"negative","sentiment_score":-0.43100456148386}],"sentiment":"neutral","sentiment_score":-0.282193770141978,"channel":1,"num_words":38,"start":678.385,"end":691.42004},{"sentences":[{"text":"I have never authorized automated the payment process.","start":691.42004,"end":695.595,"sentiment":"negative","sentiment_score":-0.4060474708676338},{"text":"I have used the card once or twice for","start":695.83496,"end":698.235,"sentiment":"neutral","sentiment_score":-0.2959805329640706}],"sentiment":"negative","sentiment_score":-0.34777673903633566,"channel":1,"num_words":17,"start":691.42004,"end":698.235},{"sentences":[{"text":"Mhmm.","start":698.16003,"end":698.66003,"sentiment":"neutral","sentiment_score":-0.21988680958747864}],"sentiment":"neutral","sentiment_score":-0.21988680958747864,"channel":0,"num_words":1,"start":698.16003,"end":698.66003},{"sentences":[{"text":"the subscription, but I have never stored the card.","start":698.235,"end":701.13495,"sentiment":"negative","sentiment_score":-0.3841998047298855},{"text":"So this is a serious security concern.","start":701.19495,"end":704.65497,"sentiment":"negative","sentiment_score":-0.629435624395098},{"text":"I am really","start":704.71497,"end":705.51495,"sentiment":"negative","sentiment_score":-0.42412296930948895}],"sentiment":"negative","sentiment_score":-0.48085350111911174,"channel":1,"num_words":19,"start":698.235,"end":705.51495},{"sentences":[{"text":"Yeah.","start":705.44,"end":705.94,"sentiment":"negative","sentiment_score":-0.4201340079307556}],"sentiment":"negative","sentiment_score":-0.4201340079307556,"channel":0,"num_words":1,"start":705.44,"end":705.94},{"sentences":[{"text":"disappointed, and I'm really concerned about this kind of service 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has Yeah.","start":718.11,"end":719.15,"sentiment":"neutral","sentiment_score":-0.09029817581176758},{"text":"My account has been overdrawn, and that's gonna be overdrawn charges applicable for my card transaction.","start":719.15,"end":725.49,"sentiment":"negative","sentiment_score":-0.5068993140012026},{"text":"And I I don't have any funds in my account.","start":725.865,"end":727.865,"sentiment":"negative","sentiment_score":-0.5194878786802292},{"text":"I really need these funds ASAP","start":727.865,"end":729.725,"sentiment":"negative","sentiment_score":-0.5086403588453928}],"sentiment":"negative","sentiment_score":-0.4750858426094055,"channel":1,"num_words":35,"start":718.11,"end":729.725},{"sentences":[{"text":"I understand.","start":729.62,"end":730.36,"sentiment":"negative","sentiment_score":-0.365958496928215}],"sentiment":"negative","sentiment_score":-0.365958496928215,"channel":0,"num_words":2,"start":729.62,"end":730.36},{"sentences":[{"text":"into my 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account.","start":735.625,"end":737.565,"sentiment":"negative","sentiment_score":-0.4383210672272576},{"text":"16 transactions of $79.99 has been transacted.","start":737.96,"end":741.08,"sentiment":"negative","sentiment_score":-0.33580643790108816},{"text":"So I need that funds as soon as possible, please.","start":741.08,"end":743.5,"sentiment":"neutral","sentiment_score":-0.3288410648703575}],"sentiment":"negative","sentiment_score":-0.3681802683791449,"channel":1,"num_words":43,"start":731.305,"end":743.5},{"sentences":[{"text":"Okay.","start":746.22504,"end":746.72504,"sentiment":"neutral","sentiment_score":0.015084881335496902},{"text":"We will go ahead and process the refund.","start":747.025,"end":750.48505,"sentiment":"neutral","sentiment_score":0.08118331152945757},{"text":"However, since there are 16 transactions, and then we will be removing your March invoice, so 15 transactions, and we can just refund the amount to the card that you have been 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11.","start":769.44,"end":778.08,"sentiment":"neutral","sentiment_score":-0.07403510037277426},{"text":"I do have time.","start":778.08,"end":779.12,"sentiment":"neutral","sentiment_score":-0.0030746012926101685},{"text":"So I will make the payment separately.","start":779.12,"end":780.8,"sentiment":"neutral","sentiment_score":0.023183360695838928},{"text":"I'm not going to store my card details on your side for any automated payments in future.","start":780.8,"end":785.595,"sentiment":"neutral","sentiment_score":-0.09790563846335691}],"sentiment":"neutral","sentiment_score":-0.06893126982248436,"channel":1,"num_words":59,"start":768.56,"end":785.595},{"sentences":[{"text":"I'm gonna use a different card.","start":785.65497,"end":787.355,"sentiment":"neutral","sentiment_score":-0.04207586186627547},{"text":"But I I need the 16 transaction that were transacted yesterday to be refunded back immediately, 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no problem with the bank with your bank if you will be receiving the refund because we cannot process a refund with a different card on our 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I have requested the bank to block the transaction.","start":832.96,"end":835.14,"sentiment":"neutral","sentiment_score":-0.0872106496244669},{"text":"Only after I requested the bank to block my card, the transactions stopped.","start":835.2,"end":839.555,"sentiment":"neutral","sentiment_score":-0.10990460446247688},{"text":"Until such time, the transactions were going on one by one by one by one.","start":840.01495,"end":843.615,"sentiment":"neutral","sentiment_score":-0.1307753587762515},{"text":"The transactions were did you see?","start":843.615,"end":845.535,"sentiment":"neutral","sentiment_score":-0.11990412200490634}],"sentiment":"neutral","sentiment_score":-0.10897388151950306,"channel":1,"num_words":45,"start":832.72003,"end":845.535},{"sentences":[{"text":"And my account was overdrawn, and my account is in minors right now.","start":845.535,"end":849.71497,"sentiment":"negative","sentiment_score":-0.3663998612990746}],"sentiment":"negative","sentiment_score":-0.3663998612990746,"channel":1,"num_words":13,"start":845.535,"end":849.71497},{"sentences":[{"text":"As I as as I mentioned, we will be processing the refund, but I just wanted to confirm if","start":850.87,"end":858.735,"sentiment":"neutral","sentiment_score":0.029188930204040127}],"sentiment":"neutral","sentiment_score":0.029188930204040127,"channel":0,"num_words":19,"start":850.87,"end":858.735},{"sentences":[{"text":"Can I 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that","start":860.75,"end":861.07,"sentiment":"neutral","sentiment_score":0.14497266709804535}],"sentiment":"neutral","sentiment_score":0.14497266709804535,"channel":1,"num_words":2,"start":860.75,"end":861.07},{"sentences":[{"text":"refund.","start":860.955,"end":861.455,"sentiment":"neutral","sentiment_score":0.10180535167455672}],"sentiment":"neutral","sentiment_score":0.10180535167455672,"channel":0,"num_words":1,"start":860.955,"end":861.455},{"sentences":[{"text":"so you could this is a refund too?","start":861.07,"end":862.965,"sentiment":"neutral","sentiment_score":0.11993330903351307}],"sentiment":"neutral","sentiment_score":0.11993330903351307,"channel":1,"num_words":8,"start":861.07,"end":862.965},{"sentences":[{"text":"No.","start":864.795,"end":865.03503,"sentiment":"neutral","sentiment_score":-0.3275548815727234},{"text":"We can just process the refund with the same card that you have been 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bank.","start":879.82,"end":880.4,"sentiment":"neutral","sentiment_score":-0.3073021471500397}],"sentiment":"neutral","sentiment_score":-0.3073021471500397,"channel":1,"num_words":2,"start":879.82,"end":880.4},{"sentences":[{"text":"is not allowing us to put in a different card if we are","start":880.22003,"end":885.565,"sentiment":"neutral","sentiment_score":-0.2879349486185954}],"sentiment":"neutral","sentiment_score":-0.2879349486185954,"channel":0,"num_words":13,"start":880.22003,"end":885.565},{"sentences":[{"text":"Okay.","start":885.42,"end":885.92,"sentiment":"neutral","sentiment_score":-0.0772322341799736}],"sentiment":"neutral","sentiment_score":-0.0772322341799736,"channel":1,"num_words":1,"start":885.42,"end":885.92},{"sentences":[{"text":"going to process a 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on here, as you are aware, we've since January, we've transitioned from Stripe to ANZ, and we asked you guys to process your payment using the ANZ portal.","start":912.065,"end":925.685,"sentiment":"neutral","sentiment_score":-0.05450729839503765},{"text":"So you process it January and February.","start":925.745,"end":928.98,"sentiment":"neutral","sentiment_score":-0.02002632511513574},{"text":"And then the save card is ticked, so I'm thinking that you might not untick the box.","start":930.08,"end":937.84,"sentiment":"neutral","sentiment_score":-0.12918933239929817}],"sentiment":"neutral","sentiment_score":-0.11298462184002767,"channel":0,"num_words":65,"start":908.38,"end":937.84},{"sentences":[{"text":"The reason why your card has been enrolled for automatic payment.","start":937.84,"end":942.44495,"sentiment":"neutral","sentiment_score":-0.07493850995193828},{"text":"Reason why the card is stored on the system and the payment has been processed successfully.","start":942.505,"end":948.925,"sentiment":"neutral","sentiment_score":0.034900063183158636},{"text":"Just so happen, there are several payments.","start":949.065,"end":952.285,"sentiment":"neutral","sentiment_score":-0.05527554878166744},{"text":"But that's the answer to your question why your card is on the system.","start":952.37,"end":956.63,"sentiment":"neutral","sentiment_score":-0.13234376534819603},{"text":"It was saved during the payment process by yourself by January and February.","start":957.17,"end":963.75,"sentiment":"neutral","sentiment_score":-0.05091865704609798}],"sentiment":"neutral","sentiment_score":-0.05192797863092579,"channel":0,"num_words":61,"start":937.84,"end":963.75},{"sentences":[{"text":"Okay.","start":964.07,"end":964.39,"sentiment":"neutral","sentiment_score":0.01484633795917034}],"sentiment":"neutral","sentiment_score":0.01484633795917034,"channel":1,"num_words":1,"start":964.07,"end":964.39},{"sentences":[{"text":"But","start":964.29,"end":964.61,"sentiment":"neutral","sentiment_score":0.006644107401371002}],"sentiment":"neutral","sentiment_score":0.006644107401371002,"channel":0,"num_words":1,"start":964.29,"end":964.61},{"sentences":[{"text":"Okay.","start":964.39,"end":964.89,"sentiment":"neutral","sentiment_score":0.006991956382989883}],"sentiment":"neutral","sentiment_score":0.006991956382989883,"channel":1,"num_words":1,"start":964.39,"end":964.89},{"sentences":[{"text":"anyway, yes, Arjun, you can call us back.","start":964.61,"end":968.465,"sentiment":"neutral","sentiment_score":0.053851453587412834},{"text":"I'll","start":968.92505,"end":969.245,"sentiment":"neutral","sentiment_score":0.04288067668676376}],"sentiment":"neutral","sentiment_score":0.052632478376229606,"channel":0,"num_words":9,"start":964.61,"end":969.245},{"sentences":[{"text":"Is there","start":968.95,"end":969.27,"sentiment":"neutral","sentiment_score":0.041497327387332916}],"sentiment":"neutral","sentiment_score":0.041497327387332916,"channel":1,"num_words":2,"start":968.95,"end":969.27},{"sentences":[{"text":"give","start":969.245,"end":969.48505,"sentiment":"neutral","sentiment_score":0.025545168668031693}],"sentiment":"neutral","sentiment_score":0.025545168668031693,"channel":0,"num_words":1,"start":969.245,"end":969.48505},{"sentences":[{"text":"a 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school?","start":970.07,"end":970.89,"sentiment":"neutral","sentiment_score":-0.00042309674123922986}],"sentiment":"neutral","sentiment_score":-0.00042309674123922986,"channel":1,"num_words":3,"start":970.07,"end":970.89},{"sentences":[{"text":"phone number.","start":970.525,"end":971.265,"sentiment":"neutral","sentiment_score":-0.01066708005964756}],"sentiment":"neutral","sentiment_score":-0.01066708005964756,"channel":0,"num_words":2,"start":970.525,"end":971.265},{"sentences":[{"text":"Yeah.","start":970.995,"end":971.495,"sentiment":"neutral","sentiment_score":-0.010943770408630373}],"sentiment":"neutral","sentiment_score":-0.010943770408630373,"channel":1,"num_words":1,"start":970.995,"end":971.495},{"sentences":[{"text":"No.","start":971.80505,"end":972.04504,"sentiment":"neutral","sentiment_score":-0.05789953097701073},{"text":"I'll provide you my direct phone number.","start":972.04504,"end":974.125,"sentiment":"neutral","sentiment_score":-0.03840751626661846},{"text":"Okay?","start":974.125,"end":974.445,"sentiment":"neutral","sentiment_score":-0.008920956403017044},{"text":"One moment.","start":974.445,"end":975.265,"sentiment":"neutral","sentiment_score":0.002355223521590233},{"text":"Okay.","start":977.085,"end":977.48505,"sentiment":"neutral","sentiment_score":0.013446902856230736}],"sentiment":"neutral","sentiment_score":-0.026459645945578814,"channel":0,"num_words":12,"start":971.80505,"end":977.48505},{"sentences":[{"text":"Please call me back.","start":977.48505,"end":978.78503,"sentiment":"neutral","sentiment_score":0.0032220319844782352},{"text":"0391218113.","start":978.92505,"end":991.54,"sentiment":"neutral","sentiment_score":0.012044969946146011}],"sentiment":"neutral","sentiment_score":0.0049866195768117905,"channel":0,"num_words":5,"start":977.48505,"end":991.54},{"sentences":[{"text":"Zero three nine one two one eight one 13.","start":980.915,"end":993.21,"sentiment":"neutral","sentiment_score":0.0034719076421525744},{"text":"Alright.","start":993.43,"end":993.93,"sentiment":"neutral","sentiment_score":0.029101556167006493},{"text":"Okay.","start":994.23,"end":994.73,"sentiment":"neutral","sentiment_score":0.026837058365345}],"sentiment":"neutral","sentiment_score":0.007925980301065878,"channel":1,"num_words":11,"start":980.915,"end":994.73},{"sentences":[{"text":"Okay.","start":994.96,"end":995.46,"sentiment":"neutral","sentiment_score":0.027894992381334305}],"sentiment":"neutral","sentiment_score":0.027894992381334305,"channel":0,"num_words":1,"start":994.96,"end":995.46},{"sentences":[{"text":"May I please have your name, please?","start":995.02997,"end":996.57,"sentiment":"neutral","sentiment_score":0.020600000130278722}],"sentiment":"neutral","sentiment_score":0.020600000130278722,"channel":1,"num_words":7,"start":995.02997,"end":996.57},{"sentences":[{"text":"Yes.","start":997.135,"end":997.45496,"sentiment":"neutral","sentiment_score":0.059025030583143234},{"text":"My name is Melissa.","start":997.45496,"end":998.595,"sentiment":"neutral","sentiment_score":0.0538667356595397},{"text":"Just call me to this direct phone number.","start":999.135,"end":1001.615,"sentiment":"neutral","sentiment_score":0.036943841725587845},{"text":"I'm from accounts.","start":1001.615,"end":1002.675,"sentiment":"neutral","sentiment_score":0.023722417031725247},{"text":"Yeah.","start":1003.695,"end":1004.195,"sentiment":"neutral","sentiment_score":0.032034702599048615}],"sentiment":"neutral","sentiment_score":0.03960262710118995,"channel":0,"num_words":17,"start":997.135,"end":1004.195},{"sentences":[{"text":"Please please do so.","start":1004.33496,"end":1005.615,"sentiment":"neutral","sentiment_score":0.005610124208033085},{"text":"Thank you.","start":1005.615,"end":1006.175,"sentiment":"positive","sentiment_score":0.8194885551929474},{"text":"Talk to you soon.","start":1006.175,"end":1007.235,"sentiment":"positive","sentiment_score":0.5507339537143707},{"text":"Bye bye.","start":1007.375,"end":1008.115,"sentiment":"neutral","sentiment_score":0.05988937988877296}],"sentiment":"neutral","sentiment_score":0.33201101515442133,"channel":0,"num_words":12,"start":1004.33496,"end":1008.115}]},"summary":{"result":"success","short":"The customer calls Airtel accounts to report fraudulent charges on their account. The representative asks for the customer's personal information and confirms the charges. The customer explains that they have never stored their card information and is concerned about future service failures. The representative offers to process a refund and blocks the customer's card, but the customer requests to unblock it for future payments. The representative provides the customer with a direct phone number to call and the call ends."},"intents":{"segments":[{"text":"Nice to have you on the line. And, yeah, I'm trying to review and investigate your account right now upon login. Could you please confirm your full name as date of birth on the account and your date Yeah.","start_word":50,"end_word":88,"intents":[{"intent":"Investigate account","confidence_score":0.07083483}]},{"text":"My account has been overdrawn, and that's gonna be overdrawn charges applicable for my card transaction.","start_word":391,"end_word":406,"intents":[{"intent":"Refund card charges","confidence_score":0.006236464}]},{"text":"As I as as I mentioned, we will be processing the refund, but I just wanted to confirm if Can I give okay you the to full card process and the then that refund. so you could this is a refund too? No.","start_word":771,"end_word":813,"intents":[{"intent":"Process refund","confidence_score":0.6943477}]},{"text":"As I as as I mentioned, we will be processing the refund, but I just wanted to confirm if Can I give okay you the to full card process and the then that refund. so you could this is a refund too? No. We can just process the refund with the same card that you have been used. But I have blocked the card. Yeah.","start_word":771,"end_word":835,"intents":[{"intent":"Resolve issue","confidence_score":0.7803899}]},{"text":"We can just process the refund with the same card that you have been used. But I have blocked the card. Yeah.","start_word":813,"end_word":834,"intents":[{"intent":"Remove block","confidence_score":0.000025670508},{"intent":"Unblock card","confidence_score":0.14215642}]},{"text":"I'm gonna call the bank right now. And can I can I call you back and continue this conversation? Yeah.","start_word":882,"end_word":901,"intents":[{"intent":"Call back","confidence_score":0.34222144}]},{"text":"May I please have your name, please? Yes. My name is Melissa.","start_word":1123,"end_word":1134,"intents":[{"intent":"Provide name","confidence_score":0.021001358}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel accounts. Good morning. How may I help you today?","start_word":0,"end_word":13,"sentiment":"positive","sentiment_score":0.4959697723388672},{"text":"Yeah. Hi. Good morning. I use your Internet services, and there were 16 transactions unauthorized last night from Airtel. Oh, I'm so sorry to hear about that. Am I speaking to Arjun? That's correct. Thank you.","start_word":14,"end_word":49,"sentiment":"neutral","sentiment_score":-0.10660198330879211},{"text":"Nice to have you on the line.","start_word":50,"end_word":56,"sentiment":"positive","sentiment_score":0.5433641672134399},{"text":"And, yeah, I'm trying to review and investigate your account right now upon login. Could you please confirm your full name as date of birth on the account and your date Yeah. of birth? Yeah. Arjun Prabhu Vivekanandan. Date of birth, April 1982. Thank you, Arjun. Just give me a moment. Okay? I'm still trying to Yeah. investigate these charges and check. Okay? I'm about to backtrack Hello? the payments made yesterday. So please be on the line, and thank you Okay. so much for your patience. Sure. Hello? Is anyone there? Thank you so much for patiently waiting on the line, Arjun. I'm so sorry for that long hold because I need to backtrack the date of the payment yesterday. Yeah. And could you please confirm your name as it appears on the card that has been used and the last four of your card number? Yeah. Arjun. The last four digits is 4111. Okay. 41111. Alright. So, yes, Arjun. Unfortunately, I could confirm that I do see 16 transactions, and I've already advised our accounts back end team in reference with this. In that way, they could investigate.","start_word":57,"end_word":246,"sentiment":"neutral","sentiment_score":-0.02329268306493759},{"text":"But I'm thinking this is a a glitch on the system because recently, if you are seeing the emails, there are some updates ongoing and issues ongoing I back do to back.","start_word":247,"end_word":278,"sentiment":"negative","sentiment_score":-0.39071279764175415},{"text":"understand. Yeah. I do understand about the service upgrades and the new developments, but I have never stored my card information on your website. How did this payment go through?","start_word":279,"end_word":308,"sentiment":"neutral","sentiment_score":-0.233803391456604},{"text":"Because I have never stored my card details. I have never authorized automated the payment process.","start_word":309,"end_word":324,"sentiment":"negative","sentiment_score":-0.4139831364154816},{"text":"I have used the card once or twice for Mhmm.","start_word":325,"end_word":334,"sentiment":"neutral","sentiment_score":-0.27256709337234497},{"text":"the subscription, but I have never stored the card. So this is a serious security concern. I am really Yeah. disappointed, and I'm really concerned about this kind of service failures.","start_word":335,"end_word":365,"sentiment":"negative","sentiment_score":-0.5556130409240723},{"text":"I understand. I I I I do understand what you felt right now. So No. And Nothing to my worry my with. account has Yeah.","start_word":366,"end_word":390,"sentiment":"neutral","sentiment_score":-0.02257975406013429},{"text":"My account has been overdrawn, and that's gonna be overdrawn charges applicable for my card transaction. And I I don't have any funds in my account. I really need these funds ASAP I understand.","start_word":391,"end_word":424,"sentiment":"negative","sentiment_score":-0.5069155693054199},{"text":"into my account. I called Yes. the bank yesterday, and I blocked the card immediately.","start_word":425,"end_word":439,"sentiment":"neutral","sentiment_score":-0.27558377385139465},{"text":"They're going to issue me a new card. I do not have any funds in my account. 16 transactions of $79.99 has been transacted.","start_word":440,"end_word":463,"sentiment":"negative","sentiment_score":-0.4024195671081543},{"text":"So I need that funds as soon as possible, please. Okay. We will go ahead and process the refund. However, since there are 16 transactions, and then we will be removing your March invoice, so 15 transactions, and we can just refund the amount to the card that you have been used. So if you No. ask to I block I prefer no. I prefer to refund all 16 transactions, and I'm going to use a different card for the new subscription because the due date is only the March 11. I do have time. So I will make the payment separately. I'm not going to store my card details on your side for any automated payments in future. I'm gonna use a different card. But I I need the 16 transaction that were transacted yesterday to be refunded back immediately, please. And we can just as I've mentioned, okay. I do respect that. If you would like to make a payment on this due date, which on the eleventh, Yes. Okay? That's for March. And, also, if you mentioned you've requested to block the card, we can just process the refund back to the card that you have in use. So I just wanted to make sure that there will be no problem with the bank with your bank if you will be receiving the refund because we cannot process a refund with a different card on our system. We Yeah. How can does just that refund work? Because I have requested the bank to block the transaction. Only after I requested the bank to block my card, the transactions stopped. Until such time, the transactions were going on one by one by one by one. The transactions were did you see?","start_word":464,"end_word":756,"sentiment":"neutral","sentiment_score":-0.0024441590066999197},{"text":"And my account was overdrawn, and my account is in minors right now.","start_word":757,"end_word":769,"sentiment":"negative","sentiment_score":-0.3773435056209564},{"text":"As I as as I mentioned, we will be processing the refund, but I just wanted to confirm if Can I give okay you the to full card process and the then that refund. so you could this is a refund too? No. We can just process the refund with the same card that you have been used.","start_word":770,"end_word":827,"sentiment":"neutral","sentiment_score":0.009976344183087347},{"text":"But I have blocked the card.","start_word":828,"end_word":833,"sentiment":"negative","sentiment_score":-0.42097580432891846},{"text":"Yeah. That's what I'm trying to say. If you can ask to unblock to receive the refund. Because the I will have to the call platform the bank. is not allowing us to put in a different card if we are Okay. going to process a refund. Okay. I'm gonna call the bank right now. And can I can I call you back and continue this conversation? Yeah. Also yes. Yes. You can call me back. Anyway, we are open until six, and I I just wanted to say another thing, Arjun, because we would like to resolve this also on our end as soon as possible.","start_word":834,"end_word":940,"sentiment":"neutral","sentiment_score":-0.07728836685419083},{"text":"You mentioned that you did not save your card.","start_word":941,"end_word":949,"sentiment":"negative","sentiment_score":-0.3454056680202484},{"text":"Okay? But I'm showing on here, as you are aware, we've since January, we've transitioned from Stripe to ANZ, and we asked you guys to process your payment using the ANZ portal. So you process it January and February. And then the save card is ticked, so I'm thinking that you might not untick the box. The reason why your card has been enrolled for automatic payment. Reason why the card is stored on the system and the payment has been processed successfully. Just so happen, there are several payments. But that's the answer to your question why your card is on the system. It was saved during the payment process by yourself by January and February. Okay. But Okay. anyway, yes, Arjun, you can call us back. I'll Is there give a case you my ID direct for the school? phone number. Yeah. No. I'll provide you my direct phone number. Okay? One moment. Okay. Please call me back. 0391218113. Zero three nine one two one eight one 13. Alright. Okay. Okay. May I please have your name, please? Yes. My name is Melissa. Just call me to this direct phone number. I'm from accounts. Yeah. Please please do so.","start_word":950,"end_word":1150,"sentiment":"neutral","sentiment_score":-0.02955714240670204},{"text":"Thank you. Talk to you soon.","start_word":1151,"end_word":1156,"sentiment":"positive","sentiment_score":0.6484036445617676},{"text":"Bye bye.","start_word":1157,"end_word":1158,"sentiment":"neutral","sentiment_score":0.2355293035507202}],"average":{"sentiment":"neutral","sentiment_score":-0.08261814281531787}}}}