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May you please confirm your phone number and your full name as it appears on your account? Thank you, Josiah. Just give me a minute, sir, to place you on hold. Let me just go over to your account and try to pull out the payment. Okay? That way we could start this. Thank you so much. Thank you so much for patiently waiting on the line. I'm just here. If I may ask, what is the last four digit of your card? 92851. Last five digits. Okay. Is this a Visa or a Master? Okay. And the name, is it a person on your card is, Josiah Montesi? Okay. One moment. So here's what I'm going to do, Josiah. I don't want you to place on hold for a long time, but I'll need to backtrack all the payments dated March 7. I have to sort this out and pull out the payment made into your account. And then once it was pulled out, I will process the refund to this card. After I process the refund, I will send you the screenshot and the email, and then I will call you back. Alright. It just, yeah. It just so yes. That's that's correct. It just so happened you do have a invoice because when the invoices has been generated March 1, your account is still active, and this invoice, it's covering the full period of March. But we do understand that you transitioned to other ISP due to the the issues which is currently ongoing with Airtel, which we do understand. So I'll just go ahead and sort this out, and then I'll send you an email. Your email is just the same. Right? C mmontaggio@icloud.com. Alright. And, yeah, I could confirm that your service has been canceled. We even send you the email cancellation last March 5. So in reference with this payment, we'll sort this out. Oh, sure. Thank you, Josh. I will talk to you later. Okay? 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Thank you so much for calling your full account. How may I help you today? Oh, sure. I would love to check your account here.\n\nMay you please confirm your phone number and your full name as it appears on your account? Thank you, Josiah. Just give me a minute, sir, to place you on hold. Let me just go over to your account and try to pull out the payment. Okay?\n\nThat way we could start this. Thank you so much. Thank you so much for patiently waiting on the line. I'm just here. If I may ask, what is the last four digit of your card?\n\n92851. Last five digits. Okay. Is this a Visa or a Master? Okay.\n\nAnd the name, is it a person on your card is, Josiah Montesi? Okay. One moment. So here's what I'm going to do, Josiah. I don't want you to place on hold for a long time, but I'll need to backtrack all the payments dated March 7.\n\nI have to sort this out and pull out the payment made into your account. And then once it was pulled out, I will process the refund to this card. After I process the refund, I will send you the screenshot and the email, and then I will call you back. Alright. It just, yeah.\n\nIt just so yes. That's that's correct. It just so happened you do have a invoice because when the invoices has been generated March 1, your account is still active, and this invoice, it's covering the full period of March. But we do understand that you transitioned to other ISP due to the the issues which is currently ongoing with Airtel, which we do understand. So I'll just go ahead and sort this out, and then I'll send you an email.\n\nYour email is just the same. Right? C mmontaggio@icloud.com. Alright. And, yeah, I could confirm that your service has been canceled.\n\nWe even send you the email cancellation last March 5. So in reference with this payment, we'll sort this out. Oh, sure. Thank you, Josh. I will talk to you later.\n\nOkay? 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just go ahead and sort this out, and then I'll send you an email.","start":367.05,"end":372.65,"sentiment":"neutral","sentiment_score":0.03975223784800619}],"sentiment":"neutral","sentiment_score":-0.010547221373812652,"num_words":81,"start":334.68,"end":372.65},{"sentences":[{"text":"Your email is just the same.","start":372.65,"end":374.17,"sentiment":"neutral","sentiment_score":0.017096984200179577},{"text":"Right?","start":374.17,"end":374.67,"sentiment":"neutral","sentiment_score":0.016116438433527946},{"text":"C mmontaggio@icloud.com.","start":375.37,"end":377.79,"sentiment":"neutral","sentiment_score":0.004853503982303664},{"text":"Alright.","start":380.045,"end":380.52502,"sentiment":"neutral","sentiment_score":0.03533148020505905},{"text":"And, yeah, I could confirm that your service has been canceled.","start":380.52502,"end":383.98502,"sentiment":"neutral","sentiment_score":0.0312875568528067}],"sentiment":"neutral","sentiment_score":0.02418571224691169,"num_words":21,"start":372.65,"end":383.98502},{"sentences":[{"text":"We even send you the email cancellation last March 5.","start":384.125,"end":389.08502,"sentiment":"neutral","sentiment_score":0.02938961535692215},{"text":"So in reference with this payment, we'll sort this out.","start":389.08502,"end":399.90997,"sentiment":"neutral","sentiment_score":-0.08148018894717098},{"text":"Oh, sure.","start":399.90997,"end":400.46997,"sentiment":"neutral","sentiment_score":0.008790515828877687},{"text":"Thank you, Josh.","start":400.46997,"end":401.44998,"sentiment":"positive","sentiment_score":0.5475348432858785},{"text":"I will talk to you later.","start":401.90997,"end":403.18997,"sentiment":"neutral","sentiment_score":0.23976206531127295}],"sentiment":"neutral","sentiment_score":0.08315652314453356,"num_words":31,"start":384.125,"end":403.18997},{"sentences":[{"text":"Okay?","start":403.18997,"end":403.66998,"sentiment":"neutral","sentiment_score":0.15381444990634918},{"text":"Thank you.","start":403.66998,"end":404.49,"sentiment":"positive","sentiment_score":0.5463742315769196}],"sentiment":"positive","sentiment_score":0.41552097102006275,"num_words":3,"start":403.18997,"end":404.49}]}}]},{"alternatives":[{"transcript":"Yeah. Hi there. I just noticed a payment was taken out of my bank account from Airtel, but I actually canceled my service with Airtel. So I'm just wondering, yeah, like, what's sort of going on with my account because I did cancel it a while ago. Yeah. Phone number is 0468344129. And my full name is Josiah Montassy. No worries. Thank you. The last four digits of my card let me check. Yeah. The last four digits of the card is this one. Yeah. So it's 92851. That's correct. Oh, sorry. 2851. This is a Visa card. Yeah. That's me. Yeah. Awesome. Thank you so much. That that sounds yeah. Just wondering, am I if it's confirmed on your end that I'm no longer a customer? Because I'm I'm with another company for my Internet now. Is that correct? Alright. Alright. Yes. Yes. Correct. You just must blame. That's it. That's the best one. Okay. Great. I I'm not sure where that went actually. I it might have gone no problem. I think it might have gone to spam or something. I'll double check, but thanks so much. I'll I'll wait to hear back from you. Thank you. Bye. Okay. Thank you. 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Hi there. I just noticed a payment was taken out of my bank account from Airtel, but I actually canceled my service with Airtel. So I'm just wondering, yeah, like, what's sort of going on with my account because I did cancel it a while ago. Yeah.\n\nPhone number is 0468344129. And my full name is Josiah Montassy. No worries. Thank you. The last four digits of my card let me check.\n\nYeah. The last four digits of the card is this one. Yeah. So it's 92851. That's correct.\n\nOh, sorry. 2851. This is a Visa card. Yeah. That's me.\n\nYeah. Awesome. Thank you so much. That that sounds yeah. Just wondering, am I if it's confirmed on your end that I'm no longer a customer?\n\nBecause I'm I'm with another company for my Internet now. Is that correct? Alright. Alright. Yes.\n\nYes. Correct. You just must blame. That's it. That's the best one.\n\nOkay. Great. I I'm not sure where that went actually. I it might have gone no problem. 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something.","start":394.32498,"end":396.245,"sentiment":"neutral","sentiment_score":-0.3123711317777634}],"sentiment":"neutral","sentiment_score":-0.21838938960529589,"num_words":27,"start":390.005,"end":396.245},{"sentences":[{"text":"I'll double check, but thanks so much.","start":396.245,"end":398.32224,"sentiment":"neutral","sentiment_score":0.10273685093436923},{"text":"I'll I'll wait to hear back from you.","start":398.32224,"end":402.02002,"sentiment":"neutral","sentiment_score":0.20290000882232562},{"text":"Thank you.","start":402.02002,"end":402.58002,"sentiment":"positive","sentiment_score":0.4137606769800186},{"text":"Bye.","start":402.58002,"end":403.08002,"sentiment":"neutral","sentiment_score":0.19472649693489075},{"text":"Okay.","start":404.26,"end":404.76,"sentiment":"neutral","sentiment_score":0.30198028683662415}],"sentiment":"neutral","sentiment_score":0.1929782192026706,"num_words":19,"start":396.245,"end":404.76},{"sentences":[{"text":"Thank you.","start":404.82,"end":405.22,"sentiment":"positive","sentiment_score":0.6362847983837128},{"text":"Bye bye.","start":405.22,"end":405.96,"sentiment":"neutral","sentiment_score":0.06001712381839752}],"sentiment":"positive","sentiment_score":0.34815096110105515,"num_words":4,"start":404.82,"end":405.96}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Thank you so much for calling your full account. How may I help you today?\n\nChannel 1: Yeah. Hi there. I just noticed a payment was taken out of my bank account from Airtel, but I actually canceled my service with Airtel. So I'm just wondering, yeah, like, what's sort of going on with my account because I did cancel it a while ago.\n\nChannel 0: Oh, sure. I would love to check your account here. May you please confirm your phone number and your full name as it appears on your account?\n\nChannel 1: Yeah. Phone number is 0468344129. And my full name is Josiah Montassy.\n\nChannel 0: Thank you, Josiah. Just give me a minute, sir, to place you on hold. Let me just go over to your account and try to pull out the payment. Okay? That way we could\n\nChannel 1: No\n\nChannel 0: start\n\nChannel 1: worries.\n\nChannel 0: this. Thank\n\nChannel 1: Thank\n\nChannel 0: you so\n\nChannel 1: you.\n\nChannel 0: much. Thank you so much for patiently waiting on the line. I'm just here. If I may ask, what is the last four digit of your card?\n\nChannel 1: The last four digits of my card let me check. Yeah. The last four digits of the card is this one. Yeah. So it's 92851.\n\nChannel 0: 92851. Last\n\nChannel 1: That's\n\nChannel 0: five\n\nChannel 1: correct.\n\nChannel 0: digits.\n\nChannel 1: Oh, sorry. 2851.\n\nChannel 0: Okay. Is this a Visa or a Master?\n\nChannel 1: This is a Visa card.\n\nChannel 0: Okay. And the name, is it a person on your card is, Josiah Montesi?\n\nChannel 1: Yeah. That's me. Yeah.\n\nChannel 0: Okay. One moment. So here's what I'm going to do, Josiah. I don't want you to place on hold for a long time, but I'll need to backtrack all the payments dated March 7. I have to sort this out and pull out the payment made into your account.\n\nAnd then once it was pulled out, I will process the refund to this card. After I process the refund, I will send you the screenshot and the email, and then I will call you back.\n\nChannel 1: Awesome. Thank you so much.\n\nChannel 0: Alright.\n\nChannel 1: That that\n\nChannel 0: It\n\nChannel 1: sounds\n\nChannel 0: just,\n\nChannel 1: yeah.\n\nChannel 0: yeah.\n\nChannel 1: Just wondering,\n\nChannel 0: It just so\n\nChannel 1: am I if it's confirmed on your end that I'm no longer a customer? Because I'm I'm with another company for my Internet now.\n\nChannel 0: yes.\n\nChannel 1: Is that correct?\n\nChannel 0: That's that's correct. It just so happened you do have a invoice because when the invoices has been generated March 1, your account is still active, and this invoice, it's covering the full period of March. But we do understand that you transitioned to other ISP due to the the issues which is currently ongoing with Airtel, which we do\n\nChannel 1: Alright.\n\nChannel 0: understand.\n\nChannel 1: Alright.\n\nChannel 0: So\n\nChannel 1: Yes.\n\nChannel 0: I'll just go ahead and sort this out, and then I'll send you an email. Your email is just the same. Right?\n\nChannel 1: Yes.\n\nChannel 0: C\n\nChannel 1: Correct.\n\nChannel 0: mmontaggio@icloud.com.\n\nChannel 1: You just must blame. That's it. That's the best one.\n\nChannel 0: Alright. And, yeah, I could confirm that your service has been canceled. We even send you the email cancellation last March 5. So in\n\nChannel 1: Okay.\n\nChannel 0: reference\n\nChannel 1: Great.\n\nChannel 0: with\n\nChannel 1: I\n\nChannel 0: this\n\nChannel 1: I'm not\n\nChannel 0: payment,\n\nChannel 1: sure where that\n\nChannel 0: we'll\n\nChannel 1: went\n\nChannel 0: sort\n\nChannel 1: actually.\n\nChannel 0: this\n\nChannel 1: I it might have gone no problem. I think it might have gone to spam or something. I'll double check, but thanks so much. I'll I'll wait to\n\nChannel 0: out. Oh, sure.\n\nChannel 1: hear\n\nChannel 0: Thank you,\n\nChannel 1: back\n\nChannel 0: Josh.\n\nChannel 1: from you.\n\nChannel 0: I\n\nChannel 1: Thank\n\nChannel 0: will\n\nChannel 1: you.\n\nChannel 0: talk to\n\nChannel 1: Bye.\n\nChannel 0: you later. Okay? Thank you.\n\nChannel 1: Okay. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.79999995,"end":1.04,"sentiment":"positive","sentiment_score":0.47642216086387634},{"text":"Thank you so much for calling your full account.","start":1.04,"end":3.4399998,"sentiment":"positive","sentiment_score":0.7812348140610589},{"text":"How may I help you today?","start":3.4399998,"end":4.74,"sentiment":"positive","sentiment_score":0.7116858164469401}],"sentiment":"positive","sentiment_score":0.7361031491309404,"channel":0,"num_words":16,"start":0.79999995,"end":4.74},{"sentences":[{"text":"Yeah.","start":5.2799997,"end":5.52,"sentiment":"neutral","sentiment_score":-0.009153585880994797},{"text":"Hi there.","start":5.52,"end":6.16,"sentiment":"neutral","sentiment_score":-0.09213259816169739},{"text":"I just noticed a payment was taken out of my bank account from Airtel, but I actually canceled my service with Airtel.","start":6.16,"end":15.46,"sentiment":"negative","sentiment_score":-0.40450265461748297},{"text":"So I'm 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just go over to your account and try to pull out the payment.","start":45.945,"end":50.184998,"sentiment":"neutral","sentiment_score":0.16958248217900593},{"text":"Okay?","start":50.184998,"end":50.684998,"sentiment":"neutral","sentiment_score":0.11939946562051772},{"text":"That way we 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sorry.","start":284.28497,"end":284.925,"sentiment":"neutral","sentiment_score":-0.016202392987906933},{"text":"2851.","start":284.925,"end":286.465,"sentiment":"neutral","sentiment_score":-0.01005988661199808}],"sentiment":"neutral","sentiment_score":-0.014154890862603983,"channel":1,"num_words":3,"start":284.28497,"end":286.465},{"sentences":[{"text":"Okay.","start":286.62,"end":287.12,"sentiment":"neutral","sentiment_score":-0.007842320017516613},{"text":"Is this a Visa or a Master?","start":287.18,"end":289.12,"sentiment":"neutral","sentiment_score":-0.017927244305610657}],"sentiment":"neutral","sentiment_score":-0.0166666287695989,"channel":0,"num_words":8,"start":286.62,"end":289.12},{"sentences":[{"text":"This is a Visa 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wondering,","start":334.425,"end":335.145,"sentiment":"neutral","sentiment_score":-0.0001877534668892622}],"sentiment":"neutral","sentiment_score":-0.0001877534668892622,"channel":1,"num_words":2,"start":334.425,"end":335.145},{"sentences":[{"text":"It just so","start":334.68,"end":335.58,"sentiment":"neutral","sentiment_score":-0.010879354551434517}],"sentiment":"neutral","sentiment_score":-0.010879354551434517,"channel":0,"num_words":3,"start":334.68,"end":335.58},{"sentences":[{"text":"am I if it's confirmed on your end that I'm no longer a customer?","start":335.145,"end":338.825,"sentiment":"neutral","sentiment_score":-0.012667982639478785},{"text":"Because I'm I'm with another company for my Internet 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just go ahead and sort this out, and then I'll send you an email.","start":367.77,"end":372.65,"sentiment":"neutral","sentiment_score":0.039753038560350736},{"text":"Your email is just the 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The agent asked for confirmation of the customer's phone number and full name, then checked the customer's account and pulled out the payment. The agent promised to sort out the payments and send an email cancellation notice, and the customer was informed that their service had been canceled."},"intents":{"segments":[{"text":"I would love to check your account here. May you please confirm your phone number and your full name as it appears on your account? Yeah.","start_word":65,"end_word":90,"intents":[{"intent":"Check account","confidence_score":0.13884865}]},{"text":"After I process the refund, I will send you the screenshot and the email, and then I will call you back. Awesome.","start_word":301,"end_word":322,"intents":[{"intent":"Process refund","confidence_score":0.6133621},{"intent":"Send screenshot","confidence_score":0.42503127}]},{"text":"Alright. That that It sounds just, yeah. yeah. Just wondering, It just so am I if it's confirmed on your end that I'm no longer a customer? Because I'm I'm with another company for my Internet now. yes.","start_word":327,"end_word":364,"intents":[{"intent":"Confirm change in affiliation","confidence_score":0.000047844496}]},{"text":"Just wondering, It just so am I if it's confirmed on your end that I'm no longer a customer? Because I'm I'm with another company for my Internet now. yes. Is that correct?","start_word":335,"end_word":367,"intents":[{"intent":"Update customer information","confidence_score":0.00055744726}]},{"text":"I'll just go ahead and sort this out, and then I'll send you an email. Your email is just the same. Right? Yes.","start_word":433,"end_word":455,"intents":[{"intent":"Provide email","confidence_score":0.02304477}]},{"text":"And, yeah, I could confirm that your service has been canceled. We even send you the email cancellation last March 5. 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Yeah. Phone number is 0468344129. And my full name is Josiah Montassy.","start_word":63,"end_word":101,"sentiment":"neutral","sentiment_score":0.12239041924476624},{"text":"Thank you, Josiah.","start_word":102,"end_word":104,"sentiment":"positive","sentiment_score":0.5068809986114502},{"text":"Just give me a minute, sir, to place you on hold. Let me just go over to your account and try to pull out the payment. Okay? That way we could No start worries. this.","start_word":105,"end_word":139,"sentiment":"neutral","sentiment_score":0.17248739302158356},{"text":"Thank Thank you so you. much. Thank you so much for patiently waiting on the line.","start_word":140,"end_word":155,"sentiment":"positive","sentiment_score":0.6106430292129517},{"text":"I'm just here. If I may ask, what is the last four digit of your card? The last four digits of my card let me check. Yeah. The last four digits of the card is this one. Yeah. So it's 92851. 92851. Last That's five correct. digits. Oh, sorry. 2851. Okay. Is this a Visa or a Master? This is a Visa card. Okay. And the name, is it a person on your card is, Josiah Montesi? Yeah. That's me. Yeah. Okay. One moment. So here's what I'm going to do, Josiah. I don't want you to place on hold for a long time, but I'll need to backtrack all the payments dated March 7. I have to sort this out and pull out the payment made into your account. And then once it was pulled out, I will process the refund to this card. After I process the refund, I will send you the screenshot and the email, and then I will call you back.","start_word":156,"end_word":321,"sentiment":"neutral","sentiment_score":-0.053375786103038905},{"text":"Awesome. Thank you so much.","start_word":322,"end_word":326,"sentiment":"positive","sentiment_score":0.6666739583015442},{"text":"Alright. That that It sounds just, yeah. yeah. Just wondering, It just so am I if it's confirmed on your end that I'm no longer a customer? Because I'm I'm with another company for my Internet now. yes. Is that correct? That's that's correct. It just so happened you do have a invoice because when the invoices has been generated March 1, your account is still active, and this invoice, it's covering the full period of March. But we do understand that you transitioned to other ISP due to the the issues which is currently ongoing with Airtel, which we do Alright. understand. Alright. So Yes. I'll just go ahead and sort this out, and then I'll send you an email. Your email is just the same. Right? Yes. C Correct. mmontaggio@icloud.com. You just must blame. That's it. That's the best one. Alright. And, yeah, I could confirm that your service has been canceled. We even send you the email cancellation last March 5. So in Okay. reference Great. with I this I'm not payment, sure where that we'll went sort actually. this I it might have gone no problem. I think it might have gone to spam or something. 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