{"metadata":{"transaction_key":"deprecated","request_id":"5ab00512-3a49-41cf-a782-a38c9c240616","sha256":"acf0942e18f6e9a7c19705dc77e8c6be6b2f10d33e7672ac9ad393ba4a456bd2","created":"2026-03-09T23:08:21.526Z","duration":381.74393,"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":1258,"output_tokens":74},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1385,"output_tokens":1388},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1385,"output_tokens":152}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good morning. Thank you so much for calling your account. How may I help you today? Oh oh, I'm about to call you. I'm so sorry for what happened, but I'm about to call you. I'm talking to Samyun. Right? Alright. So nothing to worry, Samyun. We will go ahead and sort this out. And first of all, you would love to apologize in reference to what happened, but we will go ahead and sort this out for you. Just wanted to confirm that I'm looking on the right account here. May I have your full name on the account and your birthday? Yes. Yes. Date of birth will do. Either your account number or your date of birth. Either your account number or your date of birth will do. You could verify your date of birth, please. Okay. Thank you so much. No. Since you confirmed your date of birth, that would be fine. You don't need to verify your account number. Okay? No worries. Thank you. Okay. One moment. Alright. So may I have the last four of your card for the payment? The last four digit of your card that was charged for the payment? Okay. One moment. 5050. Nope. Okay. Thank you. Just to make sure that we 0, okay. Yeah. A Mastercard. Thank you. So, Samyun, we've already went over to your payment. Your invoice for March is $89.95. Supposed to be it's on it needs to be charged once. However, I could see in here that you do have three charges. So it means to say, you do have extra two charges that needs to be refund. Okay? So what I'm going now I will process it. I'm about to call you because I need to backtrack the payments and then check and call you to confirm the card. But anyway, thank you for giving us a callback. So, just to confirm, we will be refunding the two amounts. So we will process two amounts. Okay? $89.95 for your Mastercard, Ensign, 5050. So once we process the refund, here's what I'm going to do. I will send you an email with the screenshot of the refund for your reference. Alright? And then I will be calling you back to confirm if you got it. If you did not receive through your inbox, check to your spam folder. If you did not receive anything, just let us know. But after I pause the refund and confirm it was approved, we'll send you the two screenshot for each amount, and then we'll send you the email. Your email address is brian 828060@hotmail.com. Right? Okay. Thank you so much, Samyun. So after this call, I will process the refund and then send you the screenshot. I I just need to wait for the system to approve the refund. While it's showing approved, that's the time that I will screenshot those separate two amounts. Okay? Mhmm. Yeah. That's that's m-mm. No. No. No. We've already backtracking the payments. It just go no. No. No. Just this morning, because we do have as you are aware, if you're receiving our updates, this is the first time the with the this automatic activated the automatic payment using the ANZ portal. And if you if actually, if I can show you, we have your list. It's showing in red, and then we list down the payment. Oh, I'm so sorry. Mhmm. And our back end team is also closely closely working to our back end IT to check what happened, but rest assured this will not be happen again. We just got an update from our accounts manager that, hey. Please take care of this customer. There are extra charges that need to be refunded. Something like that. But, yeah, I'm about to call you, honestly. Yeah. They've already Yeah. Yes. After this call, I will process it and then send you the screenshot for each refund for your reference. Okay? Alright. Thank you, Samune. And then I'll call you back once I've sent you the refund to let you know as well. Alright. Thank you. Talk to you soon, and have a good one. 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Good morning. Thank you so much for calling your account. How may I help you today? Oh oh, I'm about to call you.\n\nI'm so sorry for what happened, but I'm about to call you. I'm talking to Samyun. Right? Alright. So nothing to worry, Samyun.\n\nWe will go ahead and sort this out. And first of all, you would love to apologize in reference to what happened, but we will go ahead and sort this out for you. Just wanted to confirm that I'm looking on the right account here. May I have your full name on the account and your birthday? Yes.\n\nYes. Date of birth will do. Either your account number or your date of birth. Either your account number or your date of birth will do. You could verify your date of birth, please.\n\nOkay. Thank you so much. No. Since you confirmed your date of birth, that would be fine. You don't need to verify your account number.\n\nOkay? No worries. Thank you. Okay. One moment.\n\nAlright. So may I have the last four of your card for the payment? The last four digit of your card that was charged for the payment? Okay. One moment.\n\n5050. Nope. Okay. Thank you. Just to make sure that we 0, okay.\n\nYeah. A Mastercard. Thank you. So, Samyun, we've already went over to your payment. Your invoice for March is $89.95.\n\nSupposed to be it's on it needs to be charged once. However, I could see in here that you do have three charges. So it means to say, you do have extra two charges that needs to be refund. Okay? So what I'm going now I will process it.\n\nI'm about to call you because I need to backtrack the payments and then check and call you to confirm the card. But anyway, thank you for giving us a callback. So, just to confirm, we will be refunding the two amounts. So we will process two amounts. Okay?\n\n$89.95 for your Mastercard, Ensign, 5050. So once we process the refund, here's what I'm going to do. I will send you an email with the screenshot of the refund for your reference. Alright? And then I will be calling you back to confirm if you got it.\n\nIf you did not receive through your inbox, check to your spam folder. If you did not receive anything, just let us know. But after I pause the refund and confirm it was approved, we'll send you the two screenshot for each amount, and then we'll send you the email. Your email address is brian 828060@hotmail.com. Right?\n\nOkay. Thank you so much, Samyun. So after this call, I will process the refund and then send you the screenshot. I I just need to wait for the system to approve the refund. While it's showing approved, that's the time that I will screenshot those separate two amounts.\n\nOkay? Mhmm. Yeah. That's that's m-mm. No.\n\nNo. No. We've already backtracking the payments. It just go no. No.\n\nNo. Just this morning, because we do have as you are aware, if you're receiving our updates, this is the first time the with the this automatic activated the automatic payment using the ANZ portal. And if you if actually, if I can show you, we have your list. It's showing in red, and then we list down the payment. Oh, I'm so sorry.\n\nMhmm. And our back end team is also closely closely working to our back end IT to check what happened, but rest assured this will not be happen again. We just got an update from our accounts manager that, hey. Please take care of this customer. There are extra charges that need to be refunded.\n\nSomething like that. But, yeah, I'm about to call you, honestly. Yeah. They've already Yeah. Yes.\n\nAfter this call, I will process it and then send you the screenshot for each refund for your reference. Okay? Alright. Thank you, Samune. And then I'll call you back once I've sent you the refund to let you know as well.\n\nAlright. Thank you. Talk to you soon, and have a good one. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.04,"end":1.36,"sentiment":"neutral","sentiment_score":0.2349439412355423},{"text":"Good morning.","start":1.36,"end":2.0,"sentiment":"positive","sentiment_score":0.44916749000549316},{"text":"Thank you so much for calling your account.","start":2.0,"end":4.18,"sentiment":"positive","sentiment_score":0.6828278452157974},{"text":"How may I help you today?","start":4.3199997,"end":5.7,"sentiment":"positive","sentiment_score":0.44354017575581867},{"text":"Oh oh, I'm about to call you.","start":15.525,"end":19.845,"sentiment":"neutral","sentiment_score":-0.26056061685085297}],"sentiment":"neutral","sentiment_score":0.30971743414799374,"num_words":24,"start":1.04,"end":19.845},{"sentences":[{"text":"I'm so sorry for what happened, but I'm about to call you.","start":19.845,"end":23.145,"sentiment":"neutral","sentiment_score":-0.2917146682739258},{"text":"I'm talking to 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okay.","start":130.025,"end":134.525,"sentiment":"neutral","sentiment_score":0.031765989726409316}],"sentiment":"neutral","sentiment_score":0.030906657974880476,"num_words":13,"start":120.3,"end":134.525},{"sentences":[{"text":"Yeah.","start":135.06499,"end":135.465,"sentiment":"neutral","sentiment_score":0.06412385404109955},{"text":"A Mastercard.","start":135.465,"end":136.28499,"sentiment":"neutral","sentiment_score":0.11840788647532463},{"text":"Thank you.","start":136.58499,"end":137.405,"sentiment":"positive","sentiment_score":0.4576590359210968},{"text":"So, Samyun, we've already went over to your payment.","start":137.465,"end":141.165,"sentiment":"neutral","sentiment_score":0.11832364483012094},{"text":"Your invoice for March is $89.95.","start":142.03,"end":146.61,"sentiment":"neutral","sentiment_score":0.011126862023957074}],"sentiment":"neutral","sentiment_score":0.11739658372243866,"num_words":20,"start":135.06499,"end":146.61},{"sentences":[{"text":"Supposed to be it's on 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I using Airtel in my home, but it's for I I couldn't understand, but it's my credit card check today morning. It's for yesterday, they just charging three times same amount. Yes. Right. Yep. Same same, Brian. Your account is what is my account number? Airtel number? Wait a second. Wait a second. Airtel number is Sorry? Tell me date of birth is 07/27/1970 one. Account number is wait a second. I just have a look for the account number for what is where is the account number? Yep. Yep. Yeah. 50 5055? No. 50 wait a second. I just have a look for the my card. 50 yeah. 5050. You're using that one, I think. Yeah. Yeah. Yeah. Yep. Yes. When when? Yeah. Yep. Yep. Mhmm. Yeah. Okay. Try. Okay. Mhmm. Mhmm. What? Yeah. That's right. Yeah. Yeah. Okay. I understand him, and I thank you for your quick and fast processing. But how can happen like this? I can't understand that. If I'm not checking and I if I'm not complain call, nobody know that. When when? It's a month later or two months later or three months later? Yeah. Because you know why? I just showed it's my the my bank is send me that it's I just credit card is minus now something. So I just do it for I didn't know that before, but I get a notification and after I check it, but I'll tell you, take that three times. Yeah. Anyway yeah. You that is not your fault anyway, but company's one is something wrong. So anyway, so refund ASAP, please. Okay. Alright. Thank you. Okay. Thank you very much. Yeah. Thanks. 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I using Airtel in my home, but it's for I I couldn't understand, but it's my credit card check today morning. It's for yesterday, they just charging three times same amount. Yes. Right.\n\nYep. Same same, Brian. Your account is what is my account number? Airtel number? Wait a second.\n\nWait a second. Airtel number is Sorry? Tell me date of birth is 07/27/1970 one. Account number is wait a second. I just have a look for the account number for what is where is the account number?\n\nYep. Yep. Yeah. 50 5055? No.\n\n50 wait a second. I just have a look for the my card. 50 yeah. 5050. You're using that one, I think.\n\nYeah. Yeah. Yeah. Yep. Yes.\n\nWhen when? Yeah. Yep. Yep. Mhmm.\n\nYeah. Okay. Try. Okay. Mhmm.\n\nMhmm. What? Yeah. That's right. Yeah.\n\nYeah. Okay. I understand him, and I thank you for your quick and fast processing. But how can happen like this? I can't understand that.\n\nIf I'm not checking and I if I'm not complain call, nobody know that. When when? It's a month later or two months later or three months later? Yeah. Because you know why?\n\nI just showed it's my the my bank is send me that it's I just credit card is minus now something. So I just do it for I didn't know that before, but I get a notification and after I check it, but I'll tell you, take that three times. Yeah. Anyway yeah. You that is not your fault anyway, but company's one is something wrong.\n\nSo anyway, so refund ASAP, please. Okay. Alright. Thank you. Okay.\n\nThank you very much. Yeah. Thanks. 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5055?","start":113.28,"end":116.5,"sentiment":"neutral","sentiment_score":-0.007847472093999386},{"text":"No.","start":123.865,"end":124.265,"sentiment":"neutral","sentiment_score":-0.06999252736568451}],"sentiment":"neutral","sentiment_score":-0.01122051648174723,"num_words":6,"start":92.41,"end":124.265},{"sentences":[{"text":"50 wait a second.","start":124.265,"end":126.825,"sentiment":"neutral","sentiment_score":-0.06938452832400799},{"text":"I just have a look for the my card.","start":126.825,"end":128.605,"sentiment":"neutral","sentiment_score":-0.08156712767150667},{"text":"50 yeah.","start":130.665,"end":131.86499,"sentiment":"neutral","sentiment_score":0.039005886763334274},{"text":"5050.","start":131.86499,"end":132.985,"sentiment":"neutral","sentiment_score":0.005401089321821928},{"text":"You're using that one, I think.","start":132.985,"end":134.4,"sentiment":"neutral","sentiment_score":0.0047789989815404015}],"sentiment":"neutral","sentiment_score":-0.04088888207281178,"num_words":22,"start":124.265,"end":134.4},{"sentences":[{"text":"Yeah.","start":134.4,"end":134.9,"sentiment":"neutral","sentiment_score":0.05697474628686905},{"text":"Yeah.","start":136.87999,"end":137.37999,"sentiment":"positive","sentiment_score":0.4095476269721985},{"text":"Yeah.","start":146.48,"end":146.98,"sentiment":"neutral","sentiment_score":-0.04367831349372864},{"text":"Yep.","start":159.115,"end":159.615,"sentiment":"neutral","sentiment_score":-0.22137856483459473},{"text":"Yes.","start":161.43501,"end":161.93501,"sentiment":"neutral","sentiment_score":-0.05460110306739807}],"sentiment":"neutral","sentiment_score":0.02937287837266922,"num_words":5,"start":134.4,"end":161.93501},{"sentences":[{"text":"When when?","start":162.15501,"end":163.11,"sentiment":"neutral","sentiment_score":-0.05357268080115318},{"text":"Yeah.","start":163.43001,"end":163.93001,"sentiment":"neutral","sentiment_score":0.0048215314745903015},{"text":"Yep.","start":170.15,"end":170.65,"sentiment":"neutral","sentiment_score":0.003884813515469432},{"text":"Yep.","start":173.59,"end":174.09,"sentiment":"neutral","sentiment_score":0.06392990797758102},{"text":"Mhmm.","start":175.125,"end":175.625,"sentiment":"positive","sentiment_score":0.498898446559906}],"sentiment":"neutral","sentiment_score":0.07739822298754007,"num_words":6,"start":162.15501,"end":175.625},{"sentences":[{"text":"Yeah.","start":182.9325,"end":183.4325,"sentiment":"neutral","sentiment_score":0.10066547989845276},{"text":"Okay.","start":192.66,"end":192.98001,"sentiment":"neutral","sentiment_score":0.09614308923482896},{"text":"Try.","start":192.98001,"end":193.48001,"sentiment":"neutral","sentiment_score":0.09746458381414412},{"text":"Okay.","start":202.1,"end":202.6,"sentiment":"neutral","sentiment_score":0.07290807366371155},{"text":"Mhmm.","start":206.065,"end":206.565,"sentiment":"neutral","sentiment_score":0.03796624764800072}],"sentiment":"neutral","sentiment_score":0.08102949485182762,"num_words":5,"start":182.9325,"end":206.565},{"sentences":[{"text":"Mhmm.","start":213.985,"end":214.485,"sentiment":"neutral","sentiment_score":-0.07805664837360382},{"text":"What?","start":230.605,"end":231.105,"sentiment":"neutral","sentiment_score":0.010694919154047966},{"text":"Yeah.","start":231.245,"end":231.745,"sentiment":"neutral","sentiment_score":0.01836027204990387},{"text":"That's right.","start":235.005,"end":235.725,"sentiment":"neutral","sentiment_score":0.06302345544099808},{"text":"Yeah.","start":235.725,"end":236.225,"sentiment":"neutral","sentiment_score":0.07681922614574432}],"sentiment":"neutral","sentiment_score":0.025644113309681416,"num_words":6,"start":213.985,"end":236.225},{"sentences":[{"text":"Yeah.","start":255.595,"end":255.995,"sentiment":"neutral","sentiment_score":0.0668594092130661},{"text":"Okay.","start":255.995,"end":256.395,"sentiment":"neutral","sentiment_score":0.10306081175804138},{"text":"I understand him, and I thank you for your quick and fast processing.","start":256.395,"end":261.195,"sentiment":"neutral","sentiment_score":0.3213500357591189},{"text":"But how can happen like this?","start":261.195,"end":263.295,"sentiment":"neutral","sentiment_score":-0.20432151605685553},{"text":"I can't understand that.","start":264.23502,"end":265.515,"sentiment":"neutral","sentiment_score":-0.2525518238544464}],"sentiment":"neutral","sentiment_score":0.08445337176322937,"num_words":25,"start":255.595,"end":265.515},{"sentences":[{"text":"If I'm not checking and I if I'm not complain call, nobody know that.","start":265.515,"end":270.13998,"sentiment":"neutral","sentiment_score":-0.27213553552116665},{"text":"When when?","start":276.52,"end":277.16,"sentiment":"neutral","sentiment_score":-0.04121102951467037},{"text":"It's a month later or two months later or three months later?","start":277.16,"end":280.46,"sentiment":"neutral","sentiment_score":-0.07576598102847736},{"text":"Yeah.","start":297.65002,"end":298.15002,"sentiment":"neutral","sentiment_score":0.014391742646694183},{"text":"Because you know why?","start":305.935,"end":306.975,"sentiment":"neutral","sentiment_score":-0.04708714922890067}],"sentiment":"neutral","sentiment_score":-0.15077176311928214,"num_words":33,"start":265.515,"end":306.975},{"sentences":[{"text":"I just showed it's my the my bank is send me that it's I just credit card is minus now something.","start":306.975,"end":313.475,"sentiment":"neutral","sentiment_score":-0.1456864405246008},{"text":"So I just do it for I didn't know that before, but I get a notification and after I check it, but I'll tell you, take that three times.","start":313.85498,"end":322.38998,"sentiment":"neutral","sentiment_score":-0.15706786153645352},{"text":"Yeah.","start":348.725,"end":349.225,"sentiment":"neutral","sentiment_score":-0.11339721083641052},{"text":"Anyway yeah.","start":350.29,"end":351.49002,"sentiment":"neutral","sentiment_score":-0.10397374257445335},{"text":"You that is not your fault anyway, but company's one is something wrong.","start":351.49002,"end":355.49002,"sentiment":"neutral","sentiment_score":-0.3093591584609105}],"sentiment":"neutral","sentiment_score":-0.18117268169016548,"num_words":66,"start":306.975,"end":355.49002},{"sentences":[{"text":"So anyway, so refund ASAP, please.","start":355.49002,"end":359.19,"sentiment":"neutral","sentiment_score":-0.07434914385279019},{"text":"Okay.","start":368.025,"end":368.525,"sentiment":"neutral","sentiment_score":0.055125266313552856},{"text":"Alright.","start":369.305,"end":369.545,"sentiment":"neutral","sentiment_score":0.13356509804725647},{"text":"Thank you.","start":369.545,"end":370.285,"sentiment":"neutral","sentiment_score":0.2511240392923355},{"text":"Okay.","start":374.265,"end":374.765,"sentiment":"neutral","sentiment_score":0.09913238137960434}],"sentiment":"neutral","sentiment_score":0.03127054192803123,"num_words":11,"start":355.49002,"end":374.765},{"sentences":[{"text":"Thank you very much.","start":374.905,"end":375.81888,"sentiment":"positive","sentiment_score":0.3872756063938141},{"text":"Yeah.","start":379.09888,"end":379.49887,"sentiment":"neutral","sentiment_score":0.09904961287975313},{"text":"Thanks.","start":379.49887,"end":379.81888,"sentiment":"positive","sentiment_score":0.7916201949119568},{"text":"Bye.","start":379.81888,"end":380.31888,"sentiment":"neutral","sentiment_score":-0.07927317172288895}],"sentiment":"positive","sentiment_score":0.3372141516634396,"num_words":7,"start":374.905,"end":380.31888}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good morning. Thank you so much for calling your account. How may\n\nChannel 1: Hi.\n\nChannel 0: I help you today?\n\nChannel 1: I using Airtel in my home, but it's for I I couldn't understand, but it's my credit card check today morning. It's for yesterday,\n\nChannel 0: Oh\n\nChannel 1: they just charging three times\n\nChannel 0: oh,\n\nChannel 1: same\n\nChannel 0: I'm\n\nChannel 1: amount.\n\nChannel 0: about to call you. I'm so sorry for what happened, but I'm about to call you. I'm talking to Samyun. Right?\n\nChannel 1: Yes. Right.\n\nChannel 0: Alright. So nothing to worry, Samyun. We will go ahead and sort this out. And first of all, you would love to apologize in reference to what happened, but we\n\nChannel 1: Yep.\n\nChannel 0: will go ahead and sort this out for you. Just wanted to confirm that I'm looking on the right account here. May I have your full name on the account and your birthday?\n\nChannel 1: Same same, Brian. Your account is what is my account number? Airtel\n\nChannel 0: Yes.\n\nChannel 1: number?\n\nChannel 0: Yes.\n\nChannel 1: Wait a second. Wait\n\nChannel 0: Date\n\nChannel 1: a\n\nChannel 0: of\n\nChannel 1: second.\n\nChannel 0: birth\n\nChannel 1: Airtel\n\nChannel 0: will do.\n\nChannel 1: number\n\nChannel 0: Either\n\nChannel 1: is\n\nChannel 0: your account number or your date of birth.\n\nChannel 1: Sorry?\n\nChannel 0: Either\n\nChannel 1: Tell\n\nChannel 0: your\n\nChannel 1: me\n\nChannel 0: account number or your date of birth will do. You could verify your date of birth, please.\n\nChannel 1: date of birth is 07/27/1970\n\nChannel 0: Okay.\n\nChannel 1: one.\n\nChannel 0: Thank you\n\nChannel 1: Account\n\nChannel 0: so much.\n\nChannel 1: number is wait a second. I just have a look for the account number for what is where is the account number?\n\nChannel 0: No. Since you confirmed your date of birth, that would be fine. You don't need\n\nChannel 1: Yep.\n\nChannel 0: to verify your account number. Okay? No worries. Thank you.\n\nChannel 1: Yep.\n\nChannel 0: Okay. One moment. Alright. So may I have the last four of your card for the payment? The last four digit of your card that was\n\nChannel 1: Yeah.\n\nChannel 0: charged\n\nChannel 1: 50\n\nChannel 0: for the payment?\n\nChannel 1: 5055?\n\nChannel 0: Okay. One moment. 5050.\n\nChannel 1: No. 50 wait a second. I just have a look\n\nChannel 0: Nope.\n\nChannel 1: for the my card.\n\nChannel 0: Okay. Thank you. Just to make\n\nChannel 1: 50\n\nChannel 0: sure that we\n\nChannel 1: yeah. 5050. You're using that\n\nChannel 0: 0,\n\nChannel 1: one, I\n\nChannel 0: okay.\n\nChannel 1: think. Yeah.\n\nChannel 0: Yeah. A Mastercard. Thank\n\nChannel 1: Yeah.\n\nChannel 0: you. So, Samyun, we've already went over to your payment. Your invoice for March is $89.95.\n\nChannel 1: Yeah.\n\nChannel 0: Supposed to be it's on it needs to be charged once. However, I could see in here that you do have three charges. So it means to say, you do have extra two charges\n\nChannel 1: Yep.\n\nChannel 0: that needs to be refund. Okay?\n\nChannel 1: Yes.\n\nChannel 0: So\n\nChannel 1: When\n\nChannel 0: what\n\nChannel 1: when?\n\nChannel 0: I'm going\n\nChannel 1: Yeah.\n\nChannel 0: now I will process it. I'm about to call you because I need to backtrack the payments and then\n\nChannel 1: Yep.\n\nChannel 0: check and call you to confirm the card.\n\nChannel 1: Yep.\n\nChannel 0: But anyway, thank you for giving\n\nChannel 1: Mhmm.\n\nChannel 0: us a callback. So, just to confirm, we will be refunding the two amounts. So we\n\nChannel 1: Yeah.\n\nChannel 0: will process two amounts. Okay? $89.95 for your Mastercard, Ensign, 5050. So\n\nChannel 1: Okay. Try.\n\nChannel 0: once we process the refund, here's what I'm going to do. I will send you an email with the screenshot of the refund for your reference. Alright?\n\nChannel 1: Okay.\n\nChannel 0: And then I will be calling you back\n\nChannel 1: Mhmm.\n\nChannel 0: to confirm if you got it. If you did not receive through your inbox, check to your spam folder. If you\n\nChannel 1: Mhmm.\n\nChannel 0: did not receive anything, just let us know. But after I pause the refund and confirm it was approved, we'll send you the two screenshot for each amount, and then we'll send you the email. Your email address is brian\n\nChannel 1: What? Yeah.\n\nChannel 0: 828060@hotmail.com. Right?\n\nChannel 1: That's right. Yeah.\n\nChannel 0: Okay. Thank you so much, Samyun. So after this call, I will process the refund and then send you the screenshot. I I just need to wait for the system to approve the refund. While it's showing approved, that's the time that I will screenshot those separate two amounts.\n\nOkay?\n\nChannel 1: Yeah. Okay. I understand him, and I thank you for your quick\n\nChannel 0: Mhmm.\n\nChannel 1: and fast processing. But how can happen like this?\n\nChannel 0: Yeah.\n\nChannel 1: I can't\n\nChannel 0: That's\n\nChannel 1: understand\n\nChannel 0: that's\n\nChannel 1: that. If I'm not checking and I if I'm not complain call, nobody\n\nChannel 0: m-mm.\n\nChannel 1: know that.\n\nChannel 0: No. No. No. We've already backtracking the payments.\n\nChannel 1: When\n\nChannel 0: It\n\nChannel 1: when?\n\nChannel 0: just\n\nChannel 1: It's a\n\nChannel 0: go\n\nChannel 1: month later or two months later or three months later?\n\nChannel 0: no. No. No. Just this morning, because we do have as you are aware, if you're receiving our updates, this is the first time the with the this automatic activated the automatic payment using the ANZ portal.\n\nChannel 1: Yeah.\n\nChannel 0: And if you if actually, if I can show you, we have your list. It's showing in red,\n\nChannel 1: Because\n\nChannel 0: and then\n\nChannel 1: you know\n\nChannel 0: we\n\nChannel 1: why?\n\nChannel 0: list\n\nChannel 1: I\n\nChannel 0: down\n\nChannel 1: just\n\nChannel 0: the payment.\n\nChannel 1: showed it's my the my bank is send me that it's I just credit card is minus now something.\n\nChannel 0: Oh,\n\nChannel 1: So I just\n\nChannel 0: I'm so\n\nChannel 1: do\n\nChannel 0: sorry.\n\nChannel 1: it for I didn't know that before, but I get a notification and after I check it, but I'll tell you, take that three times.\n\nChannel 0: Mhmm. And our back end team is also closely closely working to our back end IT to check what happened, but rest assured this will not be happen again. We just got an update from our accounts manager that, hey. Please take care of this customer. There are extra charges that need to be refunded.\n\nSomething like\n\nChannel 1: Yeah.\n\nChannel 0: that. But, yeah, I'm about\n\nChannel 1: Anyway\n\nChannel 0: to call you,\n\nChannel 1: yeah.\n\nChannel 0: honestly.\n\nChannel 1: You that is not your fault anyway, but company's one is something wrong. So anyway, so refund\n\nChannel 0: Yeah. They've\n\nChannel 1: ASAP,\n\nChannel 0: already\n\nChannel 1: please.\n\nChannel 0: Yeah. Yes. After this call, I will process it and then send you the screenshot for each refund for your reference. Okay?\n\nChannel 1: Okay. Alright. Thank\n\nChannel 0: Alright.\n\nChannel 1: you.\n\nChannel 0: Thank you, Samune. And then I'll call you back once I've sent you the refund to let\n\nChannel 1: Okay.\n\nChannel 0: you know as\n\nChannel 1: Thank\n\nChannel 0: well.\n\nChannel 1: you very much.\n\nChannel 0: Alright. Thank you. Talk to you soon, and have a good one. Bye\n\nChannel 1: Yeah.\n\nChannel 0: bye.\n\nChannel 1: Thanks. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.04,"end":1.36,"sentiment":"neutral","sentiment_score":0.2349439412355423},{"text":"Good morning.","start":1.36,"end":2.0,"sentiment":"positive","sentiment_score":0.44916749000549316},{"text":"Thank you so much for calling your account.","start":2.0,"end":4.18,"sentiment":"positive","sentiment_score":0.6828278452157974},{"text":"How may","start":4.3199997,"end":4.72,"sentiment":"positive","sentiment_score":0.5402712225914001}],"sentiment":"positive","sentiment_score":0.5904957021658237,"channel":0,"num_words":13,"start":1.04,"end":4.72},{"sentences":[{"text":"Hi.","start":4.72,"end":5.22,"sentiment":"positive","sentiment_score":0.3908460140228271}],"sentiment":"positive","sentiment_score":0.3908460140228271,"channel":1,"num_words":1,"start":4.72,"end":5.22},{"sentences":[{"text":"I help you today?","start":4.72,"end":5.7,"sentiment":"positive","sentiment_score":0.39517465233802795}],"sentiment":"positive","sentiment_score":0.39517465233802795,"channel":0,"num_words":4,"start":4.72,"end":5.7},{"sentences":[{"text":"I using Airtel in my home, but it's for I I couldn't understand, but it's my credit card check today morning.","start":5.8399997,"end":12.96,"sentiment":"neutral","sentiment_score":-0.1256647358338038},{"text":"It's for yesterday,","start":12.96,"end":15.455,"sentiment":"neutral","sentiment_score":-0.08439920842647552}],"sentiment":"neutral","sentiment_score":-0.12050654490788777,"channel":1,"num_words":24,"start":5.8399997,"end":15.455},{"sentences":[{"text":"Oh","start":15.525,"end":16.025,"sentiment":"neutral","sentiment_score":-0.2784019708633423}],"sentiment":"neutral","sentiment_score":-0.2784019708633423,"channel":0,"num_words":1,"start":15.525,"end":16.025},{"sentences":[{"text":"they just charging three 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to call you.","start":18.725,"end":19.845,"sentiment":"neutral","sentiment_score":-0.2248687781393528},{"text":"I'm so sorry for what happened, but I'm about to call you.","start":19.845,"end":23.145,"sentiment":"neutral","sentiment_score":-0.2917146682739258},{"text":"I'm talking to Samyun.","start":23.285,"end":25.224998,"sentiment":"neutral","sentiment_score":-0.07772851549088955},{"text":"Right?","start":25.365,"end":25.865,"sentiment":"neutral","sentiment_score":-0.03298560529947281}],"sentiment":"neutral","sentiment_score":-0.2259024190051215,"channel":0,"num_words":21,"start":18.725,"end":25.865},{"sentences":[{"text":"Yes.","start":25.835,"end":26.154999,"sentiment":"neutral","sentiment_score":0.0305237527936697},{"text":"Right.","start":26.154999,"end":26.52,"sentiment":"neutral","sentiment_score":0.05022018402814865}],"sentiment":"neutral","sentiment_score":0.040371968410909176,"channel":1,"num_words":2,"start":25.835,"end":26.52},{"sentences":[{"text":"Alright.","start":27.045,"end":27.545,"sentiment":"neutral","sentiment_score":0.11629970371723176},{"text":"So nothing to worry, Samyun.","start":27.765,"end":29.385,"sentiment":"neutral","sentiment_score":0.19899858832359313},{"text":"We will go ahead and sort this out.","start":29.84,"end":31.52,"sentiment":"neutral","sentiment_score":0.29510147497057915},{"text":"And first of all, you would love to apologize in reference to what happened, but we","start":31.52,"end":36.56,"sentiment":"neutral","sentiment_score":-0.016949908807873726}],"sentiment":"neutral","sentiment_score":0.1066968634724617,"channel":0,"num_words":30,"start":27.045,"end":36.56},{"sentences":[{"text":"Yep.","start":36.440002,"end":36.940002,"sentiment":"neutral","sentiment_score":0.184590145945549}],"sentiment":"neutral","sentiment_score":0.184590145945549,"channel":1,"num_words":1,"start":36.440002,"end":36.940002},{"sentences":[{"text":"will go ahead and sort this out for you.","start":36.56,"end":38.8,"sentiment":"neutral","sentiment_score":0.30750904315047795},{"text":"Just wanted to confirm that I'm looking on the right account here.","start":38.8,"end":43.795002,"sentiment":"neutral","sentiment_score":0.14432081890602907},{"text":"May I have your full name on the account and your birthday?","start":44.415,"end":48.195,"sentiment":"neutral","sentiment_score":0.07350016944110394}],"sentiment":"neutral","sentiment_score":0.16307373480363327,"channel":0,"num_words":33,"start":36.56,"end":48.195},{"sentences":[{"text":"Same same, Brian.","start":48.755,"end":49.715,"sentiment":"neutral","sentiment_score":0.016765546053647995},{"text":"Your account is what is my account 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one.","start":376.83002,"end":378.99002,"sentiment":"positive","sentiment_score":0.48734403318829006},{"text":"Bye","start":378.99002,"end":379.23,"sentiment":"neutral","sentiment_score":0.16838279366493225}],"sentiment":"positive","sentiment_score":0.45374117677028364,"channel":0,"num_words":13,"start":375.87003,"end":379.23},{"sentences":[{"text":"Yeah.","start":379.09888,"end":379.49887,"sentiment":"neutral","sentiment_score":0.09904961287975313}],"sentiment":"neutral","sentiment_score":0.09904961287975313,"channel":1,"num_words":1,"start":379.09888,"end":379.49887},{"sentences":[{"text":"bye.","start":379.23,"end":379.73,"sentiment":"neutral","sentiment_score":0.2878815829753876}],"sentiment":"neutral","sentiment_score":0.2878815829753876,"channel":0,"num_words":1,"start":379.23,"end":379.73},{"sentences":[{"text":"Thanks.","start":379.49887,"end":379.81888,"sentiment":"positive","sentiment_score":0.7916201949119568},{"text":"Bye.","start":379.81888,"end":380.31888,"sentiment":"neutral","sentiment_score":-0.07927317172288895}],"sentiment":"positive","sentiment_score":0.3561735115945339,"channel":1,"num_words":2,"start":379.49887,"end":380.31888}]},"summary":{"result":"success","short":"The customer called about a credit card charge that was supposed to be taken off their credit card check. The agent apologizes and confirms the customer's account information and payment details, then processes the refund and sends a screenshot of the refund to the customer. The agent assures the customer that the issue will not happen again and promises to call back once the refund is processed."},"intents":{"segments":[{"text":"I using Airtel in my home, but it's for I I couldn't understand, but it's my credit card check today morning.","start_word":18,"end_word":38,"intents":[{"intent":"Check credit card balance","confidence_score":0.010839687}]},{"text":"Your account is what is my account number? Airtel Yes. number?","start_word":142,"end_word":152,"intents":[{"intent":"Confirm account number","confidence_score":0.06510409},{"intent":"Provide account number","confidence_score":0.14320505},{"intent":"Provide account number","confidence_score":0.13428317},{"intent":"Provide account number","confidence_score":0.10726284}]},{"text":"You could verify your date of birth, please. date of birth is 07/27/1970 Okay. one.","start_word":191,"end_word":205,"intents":[{"intent":"Verify date of birth","confidence_score":0.24976441}]},{"text":"The last four digit of your card that was Yeah.","start_word":277,"end_word":286,"intents":[{"intent":"Provide card number","confidence_score":0.018019976}]},{"text":"charged 50 for the payment? 5055?","start_word":287,"end_word":292,"intents":[{"intent":"Confirm payment amount","confidence_score":0.26291937}]},{"text":"Supposed to be it's on it needs to be charged once. However, I could see in here that you do have three charges. So it means to say, you do have extra two charges Yep. that needs to be refund. Okay? Yes.","start_word":355,"end_word":396,"intents":[{"intent":"Process refund","confidence_score":0.22456565}]},{"text":"If I'm not checking and I if I'm not complain call, nobody m-mm. know that.","start_word":656,"end_word":670,"intents":[{"intent":"Check and receive updates","confidence_score":0.0013333146}]},{"text":"After this call, I will process it and then send you the screenshot for each refund for your reference. Okay? Okay.","start_word":910,"end_word":930,"intents":[{"intent":"Process refund","confidence_score":0.016518282}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.2349439412355423},{"text":"Good morning. Thank you so much for calling your account. How may I Hi. help you today?","start_word":1,"end_word":17,"sentiment":"positive","sentiment_score":0.5391819477081299},{"text":"I using Airtel in my home, but it's for I I couldn't understand, but it's my credit card check today morning. It's for yesterday, Oh they just charging three times oh, same I'm amount. about to call you. I'm so sorry for what happened, but I'm about to call you. I'm talking to Samyun. Right? Yes. Right. Alright. So nothing to worry, Samyun. We will go ahead and sort this out. And first of all, you would love to apologize in reference to what happened, but we Yep. will go ahead and sort this out for you. Just wanted to confirm that I'm looking on the right account here. May I have your full name on the account and your birthday? Same same, Brian. Your account is what is my account number? Airtel Yes. number? Yes. Wait a second. Wait Date a of second. birth Airtel will do. number Either is your account number or your date of birth. Sorry? Either Tell your me account number or your date of birth will do. You could verify your date of birth, please. date of birth is 07/27/1970 Okay. one. Thank you Account so much. number is wait a second. I just have a look for the account number for what is where is the account number? No. Since you confirmed your date of birth, that would be fine. You don't need Yep. to verify your account number. Okay? No worries. Thank you. Yep. Okay. One moment. Alright. So may I have the last four of your card for the payment? The last four digit of your card that was Yeah. charged 50 for the payment? 5055? Okay. One moment. 5050. No. 50 wait a second. I just have a look Nope. for the my card. Okay. Thank you. Just to make sure 50 that we yeah. 5050. You're using that 0, one, I okay. think. Yeah. Yeah. A Mastercard.","start_word":18,"end_word":335,"sentiment":"neutral","sentiment_score":-0.0028121864786313016},{"text":"Thank Yeah. you.","start_word":336,"end_word":338,"sentiment":"positive","sentiment_score":0.4184764921665192},{"text":"So, Samyun, we've already went over to your payment. Your invoice for March is $89.95. Yeah. Supposed to be it's on it needs to be charged once. However, I could see in here that you do have three charges. So it means to say, you do have extra two charges Yep. that needs to be refund. Okay? Yes. So When what when? I'm going Yeah. now I will process it. I'm about to call you because I need to backtrack the payments and then Yep. check and call you to confirm the card. Yep.","start_word":339,"end_word":432,"sentiment":"neutral","sentiment_score":-0.05269823968410492},{"text":"But anyway, thank you for giving Mhmm. us a callback.","start_word":433,"end_word":442,"sentiment":"positive","sentiment_score":0.414249449968338},{"text":"So, just to confirm, we will be refunding the two amounts. So we Yeah. will process two amounts. Okay? $89.95 for your Mastercard, Ensign, 5050. So Okay. Try. once we process the refund, here's what I'm going to do. I will send you an email with the screenshot of the refund for your reference. Alright? Okay. And then I will be calling you back Mhmm. to confirm if you got it. If you did not receive through your inbox, check to your spam folder. If you Mhmm. did not receive anything, just let us know. But after I pause the refund and confirm it was approved, we'll send you the two screenshot for each amount, and then we'll send you the email. Your email address is brian What? Yeah. 828060@hotmail.com. Right? That's right. Yeah. Okay.","start_word":443,"end_word":577,"sentiment":"neutral","sentiment_score":0.042265795171260834},{"text":"Thank you so much, Samyun.","start_word":578,"end_word":582,"sentiment":"positive","sentiment_score":0.4786457419395447},{"text":"So after this call, I will process the refund and then send you the screenshot. I I just need to wait for the system to approve the refund. While it's showing approved, that's the time that I will screenshot those separate two amounts. Okay? Yeah. Okay.","start_word":583,"end_word":628,"sentiment":"neutral","sentiment_score":0.13400709629058838},{"text":"I understand him, and I thank you for your quick Mhmm.","start_word":629,"end_word":639,"sentiment":"positive","sentiment_score":0.3395861089229584},{"text":"and fast processing. But how can happen like this? Yeah. I can't That's understand that's that. If I'm not checking and I if I'm not complain call, nobody m-mm. know that. No. No. No. We've already backtracking the payments. When It when? just It's a go month later or two months later or three months later? no. No. No. Just this morning, because we do have as you are aware, if you're receiving our updates, this is the first time the with the this automatic activated the automatic payment using the ANZ portal. Yeah. And if you if actually, if I can show you, we have your list. It's showing in red, Because and then you know we why? list I down just the payment. showed it's my the my bank is send me that it's I just credit card is minus now something. Oh, So I just I'm so do sorry. it for I didn't know that before, but I get a notification and after I check it, but I'll tell you, take that three times. Mhmm. And our back end team is also closely closely working to our back end IT to check what happened, but rest assured this will not be happen again. We just got an update from our accounts manager that, hey. Please take care of this customer. There are extra charges that need to be refunded. Something like Yeah. that. But, yeah, I'm about Anyway to call you, yeah. honestly. You that is not your fault anyway, but company's one is something wrong. So anyway, so refund Yeah. They've ASAP, already please. Yeah. Yes. After this call, I will process it and then send you the screenshot for each refund for your reference. Okay? Okay. Alright. Thank Alright. you. Thank you, Samune. And then I'll call you back once I've sent you the refund to let Okay. you know as Thank well.","start_word":640,"end_word":957,"sentiment":"neutral","sentiment_score":-0.08665516494580035},{"text":"you very much. Alright. Thank you. Talk to you soon, and have a good one.","start_word":958,"end_word":972,"sentiment":"positive","sentiment_score":0.4586656093597412},{"text":"Bye Yeah. bye.","start_word":973,"end_word":975,"sentiment":"neutral","sentiment_score":0.2016054888566335},{"text":"Thanks. 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