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So I'm speaking to miss Suzanne Morris. Okay. Nice to have you on the line. And, miss Suzanne, I assume your question is about your account balance showing on your account. Yeah. That's correct. And please accept our sincere apologies that bring you this confusion. We had a system upgrade yesterday, and it's impacted our billing process or configuration. The reason why your account balance doesn't match with your actual invoice. But today, we're working on this to resolve to correct all the invoices that has been impacted. So I could frame that your current invoice for this March covering the full period of month is only $79.95. And I'm trying to open your invoice now just to make sure it's the correct amount showing from your invoice, not the $1.59 90. Okay? Just bear with me here. Because we've already our back end is already working closely to get this corrected. Because, actually, a couple of days, it's showing zero if the even though the customer is has a outstanding balance. But now it's showing doubled, so it's really strange. Okay. Oh, just one moment. Okay. So your invoice is correct, $79.95. So please disregard the amount that's showing current balance. Just refer to the actual invoice. And then in reference with the direct debit, what what's your concern about? Okay. Yeah. Because I'm showing actually, last January, we already changed our payment platform. So whatever automatic or direct debit setup for each account through the Stripe, so the old one we're using as a payment gateway is no longer active, and we're using the ANZ portal. So if you did not set up a direct debit, automatic payment, or anything, there is no automatic payment. We just From the system. Mm-mm. Yeah. Oh, let me check on my you're you were saying the payment method label direct debit method, right, when you see your Yeah. Yeah. As I've mentioned, if if before it's automatically processing your payment, it's no longer active. Mhmm. I understand. It is it it is it should not because we changed the the payment platform we had. So moving forward, if you did not set up this because if you did not fill out the form that we sent today, it will not automatically be processed our as direct debit. If you did not save your card details through the ANZ, it should not be processed automatically. This January and February, you are the one who manually process your payment using your card through the ANZ portal. Correct? Because we don't have any access to do it. Okay. Sure. Sure. I could guarantee if you did not fill out any form for DirectDebit Bank, bank to bank, if you did not set up a BPAY, if you did not save your card details when you process your payment last January and February, there will be no automatic payment happen on your account. As I've mentioned, we changed it, and we're starting over again. If before I do apologize. If before there was a direct debit happened, there is no active one. If customer set up this new one, then there will be. You got the message sent today. Right? Like, directing our customer if they opted for BPAY and direct debit bank to bank. There's a form, something like that. So if you did not went through to all this process and ensure that your card details was not saved when you process the payment on your own, It should not be automatically processed unless you process it on your own, and we respect that. Okay. Sure. Sure. Yeah. It it it will not happen again if you did not went through with those processes. Okay? This is the new one. So the old one is no longer active, those direct debit automatic payment. This one is the new one that we had. So that's three things. Again, if you did not fill out the form for DirectDebit Bank account, if you did not set up the BPAY, and if you did not save your card details to the portal, there will be no automatic payment happen in your account. It will be processed. Okay? Mhmm. Yeah. Just for your yeah. Just for your reference, missus Anne, for example, I'll give you a reference. If you process your payment through the ANZ, isn't it? You will choose master or Visa. So if, for example, you selected master, and then it will be routed to the page where you have to put in your card details, your name. And then after the CVV field, the security code field, there is, like, a a box tick. Just ensure that it's not checked to make sure that the card is not saved for automatic payment. Because if that box is ticked, it will be apply for automatic payment by next month, something like that. So I'm sure it's on tick. Yeah. Sure. Please check. You are the one who could check on your own because you will be the one who will be processing the payment, accessing your account online. Okay? Alright. Alright. Thank you, Susan. You're welcome. You do the same. Be safe. 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morning. Thank you so much for calling your account. How may I help you today? Oh, sure. I would love to assist you.\n\nMay I have your name, please? Thank you so much. So I'm speaking to miss Suzanne Morris. Okay. Nice to have you on the line.\n\nAnd, miss Suzanne, I assume your question is about your account balance showing on your account. Yeah. That's correct. And please accept our sincere apologies that bring you this confusion. We had a system upgrade yesterday, and it's impacted our billing process or configuration.\n\nThe reason why your account balance doesn't match with your actual invoice. But today, we're working on this to resolve to correct all the invoices that has been impacted. So I could frame that your current invoice for this March covering the full period of month is only $79.95. And I'm trying to open your invoice now just to make sure it's the correct amount showing from your invoice, not the $1.59 90. Okay?\n\nJust bear with me here. Because we've already our back end is already working closely to get this corrected. Because, actually, a couple of days, it's showing zero if the even though the customer is has a outstanding balance. But now it's showing doubled, so it's really strange. Okay.\n\nOh, just one moment. Okay. So your invoice is correct, $79.95. So please disregard the amount that's showing current balance. Just refer to the actual invoice.\n\nAnd then in reference with the direct debit, what what's your concern about? Okay. Yeah. Because I'm showing actually, last January, we already changed our payment platform. So whatever automatic or direct debit setup for each account through the Stripe, so the old one we're using as a payment gateway is no longer active, and we're using the ANZ portal.\n\nSo if you did not set up a direct debit, automatic payment, or anything, there is no automatic payment. We just From the system. Mm-mm. Yeah. Oh, let me check on my you're you were saying the payment method label direct debit method, right, when you see your Yeah.\n\nYeah. As I've mentioned, if if before it's automatically processing your payment, it's no longer active. Mhmm. I understand. It is it it is it should not because we changed the the payment platform we had.\n\nSo moving forward, if you did not set up this because if you did not fill out the form that we sent today, it will not automatically be processed our as direct debit. If you did not save your card details through the ANZ, it should not be processed automatically. This January and February, you are the one who manually process your payment using your card through the ANZ portal. Correct? Because we don't have any access to do it.\n\nOkay. Sure. Sure. I could guarantee if you did not fill out any form for DirectDebit Bank, bank to bank, if you did not set up a BPAY, if you did not save your card details when you process your payment last January and February, there will be no automatic payment happen on your account. As I've mentioned, we changed it, and we're starting over again.\n\nIf before I do apologize. If before there was a direct debit happened, there is no active one. If customer set up this new one, then there will be. You got the message sent today. Right?\n\nLike, directing our customer if they opted for BPAY and direct debit bank to bank. There's a form, something like that. So if you did not went through to all this process and ensure that your card details was not saved when you process the payment on your own, It should not be automatically processed unless you process it on your own, and we respect that. Okay. Sure.\n\nSure. Yeah. It it it will not happen again if you did not went through with those processes. Okay? This is the new one.\n\nSo the old one is no longer active, those direct debit automatic payment. This one is the new one that we had. So that's three things. Again, if you did not fill out the form for DirectDebit Bank account, if you did not set up the BPAY, and if you did not save your card details to the portal, there will be no automatic payment happen in your account. It will be processed.\n\nOkay? Mhmm. Yeah. Just for your yeah. Just for your reference, missus Anne, for example, I'll give you a reference.\n\nIf you process your payment through the ANZ, isn't it? You will choose master or Visa. So if, for example, you selected master, and then it will be routed to the page where you have to put in your card details, your name. And then after the CVV field, the security code field, there is, like, a a box tick. Just ensure that it's not checked to make sure that the card is not saved for automatic payment.\n\nBecause if that box is ticked, it will be apply for automatic payment by next month, something like that. So I'm sure it's on tick. Yeah. Sure. Please check.\n\nYou are the one who could check on your own because you will be the one who will be processing the payment, accessing your account online. Okay? Alright. Alright. Thank you, Susan.\n\nYou're welcome. You do the same. Be safe. Bye bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.96,"end":1.68,"sentiment":"positive","sentiment_score":0.42266982793807983},{"text":"Thank you so much for calling your account.","start":1.68,"end":3.78,"sentiment":"positive","sentiment_score":0.6847899332642555},{"text":"How may I help you today?","start":3.9199998,"end":5.22,"sentiment":"positive","sentiment_score":0.519288569688797},{"text":"Oh, sure.","start":9.92,"end":10.48,"sentiment":"neutral","sentiment_score":0.17850546538829803},{"text":"I would love to assist you.","start":10.48,"end":11.679999,"sentiment":"positive","sentiment_score":0.4101475328207016}],"sentiment":"positive","sentiment_score":0.5107202778259913,"num_words":24,"start":0.96,"end":11.679999},{"sentences":[{"text":"May I have your name, please?","start":11.679999,"end":13.7,"sentiment":"neutral","sentiment_score":0.16868207231163979},{"text":"Thank you so 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correct.","start":54.925,"end":55.805,"sentiment":"neutral","sentiment_score":0.0030486726500384975},{"text":"And please accept our sincere apologies that bring you this confusion.","start":55.805,"end":61.55,"sentiment":"neutral","sentiment_score":-0.21986953643235294},{"text":"We had a system upgrade yesterday, and it's impacted our billing process or configuration.","start":62.97,"end":70.909996,"sentiment":"neutral","sentiment_score":-0.3205834510070937}],"sentiment":"neutral","sentiment_score":-0.10588203474997665,"num_words":44,"start":27.605,"end":70.909996},{"sentences":[{"text":"The reason why your account balance doesn't match with your actual invoice.","start":71.69,"end":78.285,"sentiment":"neutral","sentiment_score":-0.258574182788531},{"text":"But today, we're working on this to resolve to correct all the invoices that has been impacted.","start":79.145,"end":85.325,"sentiment":"neutral","sentiment_score":-0.06321167595246259},{"text":"So I could frame that your current invoice for this March covering the full period of month is only $79.95.","start":86.11,"end":96.61,"sentiment":"neutral","sentiment_score":-0.03954378981143236},{"text":"And I'm trying to open your invoice now just to make sure it's the correct amount showing from your invoice, not the $1.59 90.","start":96.829994,"end":106.155,"sentiment":"neutral","sentiment_score":-0.018035426309021812},{"text":"Okay?","start":106.155,"end":106.555,"sentiment":"neutral","sentiment_score":-0.01556926965713501}],"sentiment":"neutral","sentiment_score":-0.07319978353995327,"num_words":74,"start":71.69,"end":106.555},{"sentences":[{"text":"Just bear with me here.","start":106.555,"end":108.095,"sentiment":"neutral","sentiment_score":-0.05533296428620815},{"text":"Because we've already our back end is already working closely to get this corrected.","start":115.01,"end":121.83,"sentiment":"neutral","sentiment_score":-0.17914991612945283},{"text":"Because, actually, a couple of days, it's showing zero if the even though the customer is has a outstanding balance.","start":122.130005,"end":130.265,"sentiment":"neutral","sentiment_score":-0.16868085339665412},{"text":"But now it's showing doubled, so it's really strange.","start":130.265,"end":134.765,"sentiment":"neutral","sentiment_score":-0.23514908221032885},{"text":"Okay.","start":136.265,"end":136.765,"sentiment":"neutral","sentiment_score":-0.17627622187137604}],"sentiment":"neutral","sentiment_score":-0.17246936075389385,"num_words":49,"start":106.555,"end":136.765},{"sentences":[{"text":"Oh, just one moment.","start":152.87,"end":153.90999,"sentiment":"neutral","sentiment_score":-0.08681640960276127},{"text":"Okay.","start":153.90999,"end":154.395,"sentiment":"neutral","sentiment_score":-0.043772004544734955},{"text":"So your invoice is correct, $79.95.","start":155.91501,"end":159.675,"sentiment":"neutral","sentiment_score":-0.05086252527932326},{"text":"So please disregard the amount that's showing current balance.","start":159.675,"end":163.455,"sentiment":"neutral","sentiment_score":-0.11508343451552921},{"text":"Just refer to the actual invoice.","start":163.515,"end":165.695,"sentiment":"neutral","sentiment_score":-0.010536486593385538}],"sentiment":"neutral","sentiment_score":-0.06904548557045367,"num_words":26,"start":152.87,"end":165.695},{"sentences":[{"text":"And then in reference with the direct debit, what what's your concern about?","start":166.52,"end":173.26001,"sentiment":"neutral","sentiment_score":-0.009165730219907485},{"text":"Okay.","start":193.44,"end":193.94,"sentiment":"neutral","sentiment_score":-0.004875048063695431},{"text":"Yeah.","start":199.68,"end":200.18,"sentiment":"neutral","sentiment_score":-0.017685914412140846},{"text":"Because I'm showing actually, last January, we already changed our payment platform.","start":200.4,"end":208.56499,"sentiment":"neutral","sentiment_score":-0.11015813114742438},{"text":"So whatever automatic or direct debit setup for each account through the Stripe, so the old one we're using as a payment gateway is no longer active, and we're using the ANZ portal.","start":208.705,"end":223.35,"sentiment":"neutral","sentiment_score":-0.15307125008919023}],"sentiment":"neutral","sentiment_score":-0.10858273803411672,"num_words":60,"start":166.52,"end":223.35},{"sentences":[{"text":"So if you did not set up a direct debit, automatic payment, or anything, there is no automatic payment.","start":223.56999,"end":230.95,"sentiment":"neutral","sentiment_score":-0.2220236776690734},{"text":"We just From the system.","start":231.56999,"end":238.88501,"sentiment":"neutral","sentiment_score":-0.06392972022294999},{"text":"Mm-mm.","start":245.02501,"end":245.10501,"sentiment":"neutral","sentiment_score":-0.17594771087169647},{"text":"Yeah.","start":245.10501,"end":245.60501,"sentiment":"neutral","sentiment_score":-0.18774628639221191},{"text":"Oh, let me check on my you're you were saying the payment method label direct debit method, right, when you see your Yeah.","start":253.46,"end":262.215,"sentiment":"neutral","sentiment_score":-0.06412334626783496}],"sentiment":"neutral","sentiment_score":-0.1301352946581889,"num_words":49,"start":223.56999,"end":262.215},{"sentences":[{"text":"Yeah.","start":277.67,"end":277.83002,"sentiment":"neutral","sentiment_score":-0.09226695448160172},{"text":"As I've mentioned, if if before it's automatically processing your payment, it's no longer active.","start":277.83002,"end":286.01,"sentiment":"neutral","sentiment_score":-0.1185057577987512},{"text":"Mhmm.","start":325.105,"end":325.605,"sentiment":"neutral","sentiment_score":-0.1118764579296112},{"text":"I understand.","start":325.825,"end":326.48502,"sentiment":"neutral","sentiment_score":-0.1091836541891098},{"text":"It is it it is it should not because we changed the the payment platform we had.","start":327.02502,"end":333.045,"sentiment":"neutral","sentiment_score":-0.12095185215858852}],"sentiment":"neutral","sentiment_score":-0.11822996040185292,"num_words":36,"start":277.67,"end":333.045},{"sentences":[{"text":"So moving forward, if you did not set up this because if you did not fill out the form that we sent today, it will not automatically be processed our as direct debit.","start":333.105,"end":344.56,"sentiment":"neutral","sentiment_score":-0.2756920131770047},{"text":"If you did not save your card details through the ANZ, it should not be processed automatically.","start":344.56,"end":351.05502,"sentiment":"negative","sentiment_score":-0.3879940597450032},{"text":"This January and February, you are the one who manually process your payment using your card through the ANZ portal.","start":352.635,"end":361.11502,"sentiment":"neutral","sentiment_score":-0.11528899446129799},{"text":"Correct?","start":361.11502,"end":361.61502,"sentiment":"neutral","sentiment_score":-0.06431490182876587},{"text":"Because we don't have any access to do it.","start":361.755,"end":363.99,"sentiment":"neutral","sentiment_score":-0.2697924077510834}],"sentiment":"neutral","sentiment_score":-0.2561495238915086,"num_words":80,"start":333.105,"end":363.99},{"sentences":[{"text":"Okay.","start":365.43,"end":365.93,"sentiment":"neutral","sentiment_score":0.0019315704703330991},{"text":"Sure.","start":366.31,"end":366.71,"sentiment":"neutral","sentiment_score":0.058514803647994995},{"text":"Sure.","start":366.71,"end":367.03,"sentiment":"neutral","sentiment_score":0.08930513262748718},{"text":"I could guarantee if you did not fill out any form for DirectDebit Bank, bank to bank, if you did not set up a BPAY, if you did not save your card details when you process your payment last January and February, there will be no automatic payment happen on your account.","start":367.03,"end":385.23502,"sentiment":"neutral","sentiment_score":-0.15893745902352607},{"text":"As I've mentioned, we changed it, and we're starting over again.","start":385.23502,"end":388.695,"sentiment":"neutral","sentiment_score":-0.20461681349710983}],"sentiment":"neutral","sentiment_score":-0.1570572925900871,"num_words":66,"start":365.43,"end":388.695},{"sentences":[{"text":"If before I do apologize.","start":388.915,"end":390.45502,"sentiment":"neutral","sentiment_score":-0.10854599624872208},{"text":"If before there was a direct debit happened, there is no active one.","start":390.67502,"end":395.21997,"sentiment":"neutral","sentiment_score":-0.19074594974517822},{"text":"If customer set up this new one, then there will be.","start":395.75998,"end":399.86,"sentiment":"neutral","sentiment_score":-0.021877737377177586},{"text":"You got the message sent today.","start":400.24,"end":402.24,"sentiment":"neutral","sentiment_score":0.056447035943468414},{"text":"Right?","start":402.24,"end":402.63998,"sentiment":"neutral","sentiment_score":0.03217776492238045}],"sentiment":"neutral","sentiment_score":-0.08033951273601916,"num_words":36,"start":388.915,"end":402.63998},{"sentences":[{"text":"Like, directing our customer if they opted for BPAY and direct debit bank to bank.","start":402.63998,"end":408.845,"sentiment":"neutral","sentiment_score":0.019476947374641895},{"text":"There's a form, something like that.","start":408.845,"end":410.44498,"sentiment":"neutral","sentiment_score":-0.07025396885971229},{"text":"So if you did not went through to all this process and ensure that your card details was not saved when you process the payment on your own, It should not be automatically processed unless you process it on your own, and we respect that.","start":410.44498,"end":425.88998,"sentiment":"neutral","sentiment_score":-0.16230063885450363},{"text":"Okay.","start":429.63,"end":430.13,"sentiment":"neutral","sentiment_score":0.09692960232496262},{"text":"Sure.","start":430.27,"end":430.59,"sentiment":"neutral","sentiment_score":0.16623729467391968}],"sentiment":"neutral","sentiment_score":-0.10543722726459451,"num_words":68,"start":402.63998,"end":430.59},{"sentences":[{"text":"Sure.","start":430.59,"end":431.09,"sentiment":"neutral","sentiment_score":0.2130688279867172},{"text":"Yeah.","start":448.99,"end":449.49,"sentiment":"neutral","sentiment_score":-0.1312892884016037},{"text":"It it it will not happen again if you did not went through with those processes.","start":450.51,"end":456.93,"sentiment":"neutral","sentiment_score":-0.19809415191411972},{"text":"Okay?","start":457.15,"end":457.63,"sentiment":"neutral","sentiment_score":-0.04895024001598358},{"text":"This is the new one.","start":457.63,"end":458.925,"sentiment":"neutral","sentiment_score":-0.07036281228065491}],"sentiment":"neutral","sentiment_score":-0.14535379968583584,"num_words":24,"start":430.59,"end":458.925},{"sentences":[{"text":"So the old one is no longer active, those direct debit automatic payment.","start":459.245,"end":464.78497,"sentiment":"neutral","sentiment_score":-0.1487624948987594},{"text":"This one is the new one that we had.","start":465.245,"end":467.805,"sentiment":"neutral","sentiment_score":-0.059264599035183586},{"text":"So that's three things.","start":467.805,"end":469.26498,"sentiment":"neutral","sentiment_score":-0.049686686135828495},{"text":"Again, if you did not fill out the form for DirectDebit Bank account, if you did not set up the BPAY, and if you did not save your card details to the portal, there will be no automatic payment happen in your account.","start":470.04498,"end":485.77002,"sentiment":"neutral","sentiment_score":-0.23228392750024796},{"text":"It will be processed.","start":485.77002,"end":487.07,"sentiment":"neutral","sentiment_score":-0.18028676137328148}],"sentiment":"neutral","sentiment_score":-0.18322460955544695,"num_words":73,"start":459.245,"end":487.07},{"sentences":[{"text":"Okay?","start":487.37003,"end":487.87003,"sentiment":"neutral","sentiment_score":-0.1357850432395935},{"text":"Mhmm.","start":489.985,"end":490.485,"sentiment":"neutral","sentiment_score":-0.08583135902881622},{"text":"Yeah.","start":494.465,"end":494.965,"sentiment":"neutral","sentiment_score":-0.02563244104385376},{"text":"Just for your yeah.","start":495.10498,"end":497.185,"sentiment":"neutral","sentiment_score":-0.010717905592173338},{"text":"Just for your reference, missus Anne, for example, I'll give you a reference.","start":497.185,"end":502.405,"sentiment":"neutral","sentiment_score":0.007741038400966387}],"sentiment":"neutral","sentiment_score":-0.00947434832341969,"num_words":20,"start":487.37003,"end":502.405},{"sentences":[{"text":"If you process your payment through the ANZ, isn't it?","start":502.465,"end":506.41998,"sentiment":"neutral","sentiment_score":-0.010281523875892162},{"text":"You will choose master or Visa.","start":506.41998,"end":509.0,"sentiment":"neutral","sentiment_score":0.00967952935025096},{"text":"So if, for example, you selected master, and then it will be routed to the page where you have to put in your card details, your name.","start":509.3,"end":516.82,"sentiment":"neutral","sentiment_score":0.004081277745879359},{"text":"And then after the CVV field, the security code field, there is, like, a a box tick.","start":516.82,"end":524.64496,"sentiment":"neutral","sentiment_score":-0.03333881508339854},{"text":"Just ensure that it's not checked to make sure that the card is not saved for automatic payment.","start":524.865,"end":531.20496,"sentiment":"neutral","sentiment_score":-0.18792055091924137}],"sentiment":"neutral","sentiment_score":-0.049793247903625555,"num_words":78,"start":502.465,"end":531.20496},{"sentences":[{"text":"Because if that box is ticked, it will be apply for automatic payment by next month, something like that.","start":531.49,"end":539.99,"sentiment":"neutral","sentiment_score":-0.15125787807138344},{"text":"So I'm sure it's on tick.","start":540.53,"end":542.07,"sentiment":"neutral","sentiment_score":-0.06047808689375719},{"text":"Yeah.","start":543.09,"end":543.49,"sentiment":"neutral","sentiment_score":-0.020366443321108815},{"text":"Sure.","start":543.49,"end":543.89,"sentiment":"neutral","sentiment_score":-0.006946689449250698},{"text":"Please check.","start":543.89,"end":544.545,"sentiment":"neutral","sentiment_score":-0.04142297804355621}],"sentiment":"neutral","sentiment_score":-0.11541128598538966,"num_words":29,"start":531.49,"end":544.545},{"sentences":[{"text":"You are the one who could check on your own because you will be the one who will be processing the payment, accessing your account online.","start":544.625,"end":550.70496,"sentiment":"neutral","sentiment_score":-0.052214858695291556},{"text":"Okay?","start":550.70496,"end":551.20496,"sentiment":"neutral","sentiment_score":0.03810494393110275},{"text":"Alright.","start":551.745,"end":552.245,"sentiment":"neutral","sentiment_score":0.08082954585552216},{"text":"Alright.","start":553.1069,"end":553.6069,"sentiment":"neutral","sentiment_score":0.32034969329833984},{"text":"Thank you, Susan.","start":554.0669,"end":555.2069,"sentiment":"positive","sentiment_score":0.5081336796283722}],"sentiment":"neutral","sentiment_score":0.018940590496640652,"num_words":32,"start":544.625,"end":555.2069},{"sentences":[{"text":"You're welcome.","start":555.8269,"end":556.5669,"sentiment":"positive","sentiment_score":0.4305315166711807},{"text":"You do the same.","start":556.8669,"end":557.6669,"sentiment":"neutral","sentiment_score":0.2532099336385727},{"text":"Be safe.","start":557.6669,"end":558.3869,"sentiment":"neutral","sentiment_score":0.20892131328582764},{"text":"Bye bye.","start":558.3869,"end":559.1269,"sentiment":"neutral","sentiment_score":0.16033870726823807}],"sentiment":"neutral","sentiment_score":0.26124228090047835,"num_words":10,"start":555.8269,"end":559.1269}]}}]},{"alternatives":[{"transcript":"Just a question about my account. Furname is Morris, m o, r r, I s. Yes. Yeah. It says I owe well, there's a couple of things. Like, it says that I owe a $159 or something, but I'm up to date with the payment. So, like, when I looked at the profile yesterday, it was it says overpaid $79.95, and now it says that I'm I owe budget. Yes. Yes. Yes. And also on our profile, it's the payment method is direct debit. I've been through this a number of times that I prefer to pay it myself, and there's no option to change that. And I don't give authorization for a direct debit to happen. Mhmm. Yep. Yep. And I called a few times to to rectify that and it's finally wild. It said I prefer to pay it myself. I don't want any money coming out of my bank account. But I noticed the payment method is back up as direct debit, and I don't give authorization for that to happen. And there's no I'm unable to change that. So I just wanna do it as a what are the options? I'm I think it was just an as an online payment. Yep. Yep. Well, can you tell me why it's saying there's a direct the payment method is direct debit? Because I went through a few times where I paid online and you all and Airtel also debited my bank account, so I don't want that happen again. So is there can you are you able to fix that so that it won't? On my profile, it says payment method is direct debit, and it will not let me alter it. I've tried the arrow down, but, no, it just doesn't work. So I don't wish it till to to debit any funds from my credit. Yeah. I yeah. No. It that was in the beginning, and then, like, there was quite a few conversations and finally, it was changed so that I would make the payment myself and that Airtel would not take any money from my bank account that I would do or or I would make the payment myself. I don't I have not given authorization for a direct debit for Airtel to direct debit my bank account. So I'm just checking that it's not gonna be an automatic debit from my bank account because this is not what I authorized. I went through this quite quite few times to try and get it fixed. So Yes. Okay. Alright. Okay. Yeah. I just I just wanna do it myself. Yeah. Do it manually. No. Okay. Okay. Yep. Okay. Okay. Yeah. I'll just prefer to do that myself. Yep. And, like, there was no problem when it was, you know, paid, like, when Airtel debited my account and I paid it myself. I mean, there was no problem getting a refund. That was always pretty quick. But I just I just noticed that, and I just want to ensure that that wasn't going to happen again. Okay. Okay. No. I haven't filled out any forms. Well, I don't. I don't. I can't really do that. So, hopefully, it hasn't just done it. I'll just I guess I'll soon find out. Yes. And then I'll have to call you again to to fix that up. Yep. Yep. Okay then. Alright. Thanks very much for your help, and have a nice day. Okay. You too. 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a question about my account. Furname is Morris, m o, r r, I s. Yes. Yeah. It says I owe well, there's a couple of things.\n\nLike, it says that I owe a $159 or something, but I'm up to date with the payment. So, like, when I looked at the profile yesterday, it was it says overpaid $79.95, and now it says that I'm I owe budget. Yes. Yes. Yes.\n\nAnd also on our profile, it's the payment method is direct debit. I've been through this a number of times that I prefer to pay it myself, and there's no option to change that. And I don't give authorization for a direct debit to happen. Mhmm. Yep.\n\nYep. And I called a few times to to rectify that and it's finally wild. It said I prefer to pay it myself. I don't want any money coming out of my bank account. But I noticed the payment method is back up as direct debit, and I don't give authorization for that to happen.\n\nAnd there's no I'm unable to change that. So I just wanna do it as a what are the options? I'm I think it was just an as an online payment. Yep. Yep.\n\nWell, can you tell me why it's saying there's a direct the payment method is direct debit? Because I went through a few times where I paid online and you all and Airtel also debited my bank account, so I don't want that happen again. So is there can you are you able to fix that so that it won't? On my profile, it says payment method is direct debit, and it will not let me alter it. I've tried the arrow down, but, no, it just doesn't work.\n\nSo I don't wish it till to to debit any funds from my credit. Yeah. I yeah. No. It that was in the beginning, and then, like, there was quite a few conversations and finally, it was changed so that I would make the payment myself and that Airtel would not take any money from my bank account that I would do or or I would make the payment myself.\n\nI don't I have not given authorization for a direct debit for Airtel to direct debit my bank account. So I'm just checking that it's not gonna be an automatic debit from my bank account because this is not what I authorized. I went through this quite quite few times to try and get it fixed. So Yes. Okay.\n\nAlright. Okay. Yeah. I just I just wanna do it myself. Yeah.\n\nDo it manually. No. Okay. Okay. Yep.\n\nOkay. Okay. Yeah. I'll just prefer to do that myself. Yep.\n\nAnd, like, there was no problem when it was, you know, paid, like, when Airtel debited my account and I paid it myself. I mean, there was no problem getting a refund. That was always pretty quick. But I just I just noticed that, and I just want to ensure that that wasn't going to happen again. Okay.\n\nOkay. No. I haven't filled out any forms. Well, I don't. I don't.\n\nI can't really do that. So, hopefully, it hasn't just done it. I'll just I guess I'll soon find out. Yes. And then I'll have to call you again to to fix that up.\n\nYep. Yep. Okay then. Alright. Thanks very much for your help, and have a nice day.\n\nOkay. You too. Bye.","paragraphs":[{"sentences":[{"text":"Just a question about my account.","start":6.56,"end":8.5,"sentiment":"neutral","sentiment_score":0.04491500246028105},{"text":"Furname is Morris, m o, r r, I s.","start":15.305,"end":17.805,"sentiment":"neutral","sentiment_score":0.04540066627992524},{"text":"Yes.","start":24.105,"end":24.605,"sentiment":"neutral","sentiment_score":0.1326441466808319},{"text":"Yeah.","start":35.11,"end":35.43,"sentiment":"neutral","sentiment_score":-0.0010470952838659286},{"text":"It says I owe well, there's a couple of things.","start":35.43,"end":38.25,"sentiment":"neutral","sentiment_score":-0.05734590403735638}],"sentiment":"neutral","sentiment_score":0.008749408233496878,"num_words":27,"start":6.56,"end":38.25},{"sentences":[{"text":"Like, it says that I owe a $159 or something, but I'm up to date with the payment.","start":38.63,"end":46.325,"sentiment":"neutral","sentiment_score":-0.05072217517428928},{"text":"So, like, when I looked at the profile yesterday, it was it says overpaid $79.95, and now it says that I'm I owe budget.","start":46.325,"end":55.26,"sentiment":"neutral","sentiment_score":-0.10298208938911557},{"text":"Yes.","start":82.915,"end":83.415,"sentiment":"neutral","sentiment_score":-0.04584649205207825},{"text":"Yes.","start":97.21001,"end":97.71001,"sentiment":"neutral","sentiment_score":-0.010395055636763573},{"text":"Yes.","start":133.335,"end":133.835,"sentiment":"neutral","sentiment_score":-0.19030514359474185}],"sentiment":"neutral","sentiment_score":-0.08069146643910143,"num_words":45,"start":38.63,"end":133.835},{"sentences":[{"text":"And also on our profile, it's the payment method is direct debit.","start":135.41501,"end":139.35501,"sentiment":"neutral","sentiment_score":-0.18259633767108122},{"text":"I've been through this a number of times that I prefer to pay it myself, and there's no option to change that.","start":139.64,"end":145.34,"sentiment":"neutral","sentiment_score":-0.2892340171066197},{"text":"And I don't give authorization for a direct debit to happen.","start":145.4,"end":149.58,"sentiment":"neutral","sentiment_score":-0.2988266267559745},{"text":"Mhmm.","start":161.815,"end":162.315,"sentiment":"neutral","sentiment_score":-0.10741417109966278},{"text":"Yep.","start":163.655,"end":164.155,"sentiment":"neutral","sentiment_score":-0.03976651281118393}],"sentiment":"neutral","sentiment_score":-0.2550761278005356,"num_words":47,"start":135.41501,"end":164.155},{"sentences":[{"text":"Yep.","start":166.215,"end":166.56,"sentiment":"neutral","sentiment_score":0.0409809872508049},{"text":"And I called a few times to to rectify that and it's finally wild.","start":171.44,"end":177.04,"sentiment":"neutral","sentiment_score":-0.14091148380456225},{"text":"It said I prefer to pay it myself.","start":177.04,"end":178.64,"sentiment":"neutral","sentiment_score":-0.1805107370018959},{"text":"I don't want any money coming out of my bank account.","start":178.64,"end":180.98,"sentiment":"negative","sentiment_score":-0.34260717169805005},{"text":"But I noticed the payment method is back up as direct debit, and I don't give authorization for that to happen.","start":181.69499,"end":187.635,"sentiment":"negative","sentiment_score":-0.33765548325720285}],"sentiment":"neutral","sentiment_score":-0.2588238130746917,"num_words":55,"start":166.215,"end":187.635},{"sentences":[{"text":"And there's no I'm unable to change that.","start":187.855,"end":190.655,"sentiment":"negative","sentiment_score":-0.35986620001494884},{"text":"So I just wanna do it as a what are the options?","start":190.655,"end":196.17,"sentiment":"neutral","sentiment_score":-0.02177739314114054},{"text":"I'm I think it was just an as an online payment.","start":196.17,"end":198.91,"sentiment":"neutral","sentiment_score":-0.04195927574553273},{"text":"Yep.","start":200.49,"end":200.99,"sentiment":"neutral","sentiment_score":-0.02483302913606167},{"text":"Yep.","start":224.03001,"end":224.53001,"sentiment":"neutral","sentiment_score":-0.08051110059022903}],"sentiment":"neutral","sentiment_score":-0.11233801456789176,"num_words":33,"start":187.855,"end":224.53001},{"sentences":[{"text":"Well, can you tell me why it's saying there's a direct the payment method is direct debit?","start":231.31001,"end":236.735,"sentiment":"neutral","sentiment_score":-0.055410811348873025},{"text":"Because I went through a few times where I paid online and you all and Airtel also debited my bank account, so I don't want that happen again.","start":236.735,"end":247.85,"sentiment":"neutral","sentiment_score":-0.19433918395744904},{"text":"So is there can you are you able to fix that so that it won't?","start":249.19,"end":254.41,"sentiment":"neutral","sentiment_score":-0.11986141155163448},{"text":"On my profile, it says payment method is direct debit, and it will not let me alter it.","start":260.315,"end":265.295,"sentiment":"neutral","sentiment_score":-0.15221006299058595},{"text":"I've tried the arrow down, but, no, it just doesn't work.","start":267.67502,"end":271.535,"sentiment":"neutral","sentiment_score":-0.22593996064229446}],"sentiment":"neutral","sentiment_score":-0.15063508784168222,"num_words":89,"start":231.31001,"end":271.535},{"sentences":[{"text":"So I don't wish it till to to debit any funds from my credit.","start":271.755,"end":279.35,"sentiment":"neutral","sentiment_score":-0.19912817488823617},{"text":"Yeah.","start":284.85,"end":285.09,"sentiment":"neutral","sentiment_score":-0.11738356947898863},{"text":"I yeah.","start":285.09,"end":286.95,"sentiment":"neutral","sentiment_score":-0.15090938657522202},{"text":"No.","start":287.25,"end":287.57,"sentiment":"neutral","sentiment_score":-0.1432567834854126},{"text":"It that was in the beginning, and then, like, there was quite a few conversations and finally, it was changed so that I would make the payment myself and that Airtel would not take any money from my bank account that I would do or or I would make the payment myself.","start":287.57,"end":303.54,"sentiment":"neutral","sentiment_score":-0.14523084375720757}],"sentiment":"neutral","sentiment_score":-0.1557465349989278,"num_words":70,"start":271.755,"end":303.54},{"sentences":[{"text":"I don't I have not given authorization for a direct debit for Airtel to direct debit my bank account.","start":304.58002,"end":311.24002,"sentiment":"neutral","sentiment_score":-0.32307373536260503},{"text":"So I'm just checking that it's not gonna be an automatic debit from my bank account because this is not what I authorized.","start":311.78,"end":321.095,"sentiment":"negative","sentiment_score":-0.4498234417127526},{"text":"I went through this quite quite few times to try and get it fixed.","start":321.155,"end":325.335,"sentiment":"negative","sentiment_score":-0.4285740298884256},{"text":"So Yes.","start":325.63498,"end":332.11,"sentiment":"neutral","sentiment_score":-0.08172773197293282},{"text":"Okay.","start":343.45,"end":343.95,"sentiment":"neutral","sentiment_score":-0.16323676705360413}],"sentiment":"negative","sentiment_score":-0.386628284418987,"num_words":59,"start":304.58002,"end":343.95},{"sentences":[{"text":"Alright.","start":344.025,"end":344.525,"sentiment":"neutral","sentiment_score":-0.11903342604637146},{"text":"Okay.","start":351.8025,"end":352.3025,"sentiment":"neutral","sentiment_score":-0.11029694229364397},{"text":"Yeah.","start":362.22,"end":362.46,"sentiment":"neutral","sentiment_score":-0.17081953585147858},{"text":"I just I just wanna do it myself.","start":362.46,"end":364.31998,"sentiment":"neutral","sentiment_score":-0.2819017097353935},{"text":"Yeah.","start":364.37997,"end":364.69998,"sentiment":"neutral","sentiment_score":-0.09342868626117706}],"sentiment":"neutral","sentiment_score":-0.22906602236131826,"num_words":12,"start":344.025,"end":364.69998},{"sentences":[{"text":"Do it manually.","start":364.69998,"end":365.52,"sentiment":"neutral","sentiment_score":-0.1280999332666397},{"text":"No.","start":374.69998,"end":374.985,"sentiment":"neutral","sentiment_score":-0.17792600393295288},{"text":"Okay.","start":389.305,"end":389.805,"sentiment":"neutral","sentiment_score":-0.08712075650691986},{"text":"Okay.","start":395.89,"end":396.39,"sentiment":"neutral","sentiment_score":-0.051344551146030426},{"text":"Yep.","start":400.53,"end":401.03,"sentiment":"neutral","sentiment_score":0.055629342794418335}],"sentiment":"neutral","sentiment_score":-0.09215168122734342,"num_words":7,"start":364.69998,"end":401.03},{"sentences":[{"text":"Okay.","start":425.87,"end":426.35,"sentiment":"neutral","sentiment_score":-0.04435542970895767},{"text":"Okay.","start":426.35,"end":426.83,"sentiment":"neutral","sentiment_score":-0.04798481613397598},{"text":"Yeah.","start":426.83,"end":427.15,"sentiment":"neutral","sentiment_score":-0.07037398219108582},{"text":"I'll just prefer to do that myself.","start":427.15,"end":428.85,"sentiment":"neutral","sentiment_score":-0.09736049601009913},{"text":"Yep.","start":430.45502,"end":430.95502,"sentiment":"neutral","sentiment_score":0.16928845643997192}],"sentiment":"neutral","sentiment_score":-0.06135902215134014,"num_words":11,"start":425.87,"end":430.95502},{"sentences":[{"text":"And, like, there was no problem when it was, you know, paid, like, when Airtel debited my account and I paid it myself.","start":431.815,"end":438.535,"sentiment":"neutral","sentiment_score":0.16139457139955915},{"text":"I mean, there was no problem getting a refund.","start":438.535,"end":440.39502,"sentiment":"neutral","sentiment_score":0.223473545577791},{"text":"That was always pretty quick.","start":440.695,"end":442.135,"sentiment":"positive","sentiment_score":0.45548211932182314},{"text":"But I just I just noticed that, and I just want to ensure that that wasn't going to happen again.","start":442.135,"end":448.21,"sentiment":"neutral","sentiment_score":-0.15549966804683207},{"text":"Okay.","start":454.11,"end":454.61,"sentiment":"neutral","sentiment_score":-0.18312504887580872}],"sentiment":"neutral","sentiment_score":0.08116602136528697,"num_words":58,"start":431.815,"end":454.61},{"sentences":[{"text":"Okay.","start":457.55,"end":457.905,"sentiment":"neutral","sentiment_score":-0.05987703800201416},{"text":"No.","start":473.46,"end":473.62,"sentiment":"neutral","sentiment_score":-0.2285470962524414},{"text":"I haven't filled out any forms.","start":473.62,"end":485.31998,"sentiment":"neutral","sentiment_score":-0.24061078329881033},{"text":"Well, I don't.","start":485.86,"end":486.75998,"sentiment":"neutral","sentiment_score":-0.18316517770290375},{"text":"I don't.","start":487.46,"end":487.78,"sentiment":"neutral","sentiment_score":-0.2262100651860237}],"sentiment":"neutral","sentiment_score":-0.21030803827139047,"num_words":13,"start":457.55,"end":487.78},{"sentences":[{"text":"I can't really do that.","start":487.78,"end":489.06,"sentiment":"neutral","sentiment_score":-0.3188882887363434},{"text":"So, hopefully, it hasn't just done it.","start":489.06,"end":492.555,"sentiment":"neutral","sentiment_score":-0.1518285945057869},{"text":"I'll just I guess I'll soon find out.","start":492.555,"end":496.335,"sentiment":"neutral","sentiment_score":-0.027760704047977924},{"text":"Yes.","start":509.79,"end":510.29,"sentiment":"neutral","sentiment_score":0.015172945335507391},{"text":"And then I'll have to call you again to to fix that up.","start":540.08,"end":549.625,"sentiment":"neutral","sentiment_score":-0.04918663934446298}],"sentiment":"neutral","sentiment_score":-0.10304648834554588,"num_words":34,"start":487.78,"end":549.625},{"sentences":[{"text":"Yep.","start":549.625,"end":550.125,"sentiment":"neutral","sentiment_score":0.02245776169002056},{"text":"Yep.","start":550.585,"end":550.9169,"sentiment":"neutral","sentiment_score":0.036910466849803925},{"text":"Okay then.","start":551.63684,"end":552.45685,"sentiment":"neutral","sentiment_score":0.06783370301127434},{"text":"Alright.","start":552.59686,"end":552.9169,"sentiment":"neutral","sentiment_score":0.13770908117294312},{"text":"Thanks very much for your help, and have a nice day.","start":552.9169,"end":556.6169,"sentiment":"positive","sentiment_score":0.4773560843684457}],"sentiment":"positive","sentiment_score":0.34897885273676366,"num_words":16,"start":549.625,"end":556.6169},{"sentences":[{"text":"Okay.","start":557.3169,"end":557.8169,"sentiment":"neutral","sentiment_score":0.2101825773715973},{"text":"You too.","start":558.7569,"end":559.3169,"sentiment":"neutral","sentiment_score":0.2814013957977295},{"text":"Bye.","start":559.3169,"end":559.8169,"sentiment":"neutral","sentiment_score":-0.08275711536407471}],"sentiment":"neutral","sentiment_score":0.1725570634007454,"num_words":4,"start":557.3169,"end":559.8169}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Good morning. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Just a question about my account.\n\nChannel 0: Oh, sure. I would love to assist you. May I have your name, please?\n\nChannel 1: Furname is Morris, m o, r r, I s.\n\nChannel 0: Thank you so much. So I'm speaking to miss Suzanne Morris.\n\nChannel 1: Yes.\n\nChannel 0: Okay. Nice to have you on the line. And, miss Suzanne, I assume your question is about your account balance showing on your account.\n\nChannel 1: Yeah. It says I owe well, there's a couple of things. Like, it says that I owe a $159 or something, but I'm up to date with the payment. So, like, when I looked at the profile yesterday, it was it says overpaid $79.95, and now it says that I'm I owe\n\nChannel 0: Yeah.\n\nChannel 1: budget.\n\nChannel 0: That's correct. And please accept our sincere apologies that bring you this confusion. We had a system upgrade yesterday, and it's impacted our billing process or configuration. The reason why your account balance doesn't match with your actual invoice. But today, we're working on this to resolve to correct all\n\nChannel 1: Yes.\n\nChannel 0: the invoices that has been impacted. So I could frame that your current invoice for this March covering the full period of month is only $79.95. And I'm\n\nChannel 1: Yes.\n\nChannel 0: trying to open your invoice now just to make sure it's the correct amount showing from your invoice, not the $1.59 90. Okay? Just bear with me here. Because we've already our back end is already working closely to get this corrected. Because, actually, a couple of days, it's showing zero if the even though the customer is has a outstanding balance.\n\nBut now it's showing doubled, so it's\n\nChannel 1: Yes.\n\nChannel 0: really strange.\n\nChannel 1: And also on\n\nChannel 0: Okay.\n\nChannel 1: our profile, it's the payment method is direct debit. I've been through this a number of times that I prefer to pay it myself, and there's no option to change that. And I don't give authorization for a direct debit to happen.\n\nChannel 0: Oh, just one moment. Okay. So your invoice is correct, $79.95. So please disregard the amount\n\nChannel 1: Mhmm.\n\nChannel 0: that's showing current balance. Just\n\nChannel 1: Yep.\n\nChannel 0: refer to the actual invoice.\n\nChannel 1: Yep.\n\nChannel 0: And then in reference with the direct debit, what\n\nChannel 1: And\n\nChannel 0: what's\n\nChannel 1: I\n\nChannel 0: your\n\nChannel 1: called\n\nChannel 0: concern\n\nChannel 1: a\n\nChannel 0: about?\n\nChannel 1: few times to to rectify that and it's finally wild. It said I prefer to pay it myself. I don't want any money coming out of my bank account. But I noticed the payment method is back up as direct debit, and I don't give authorization for that to happen. And there's no I'm unable to change that.\n\nSo I just wanna\n\nChannel 0: Okay.\n\nChannel 1: do it as a what are the options? I'm I think it was just an as an online payment.\n\nChannel 0: Yeah. Because\n\nChannel 1: Yep.\n\nChannel 0: I'm showing actually, last January, we already changed our payment platform. So whatever automatic or direct debit setup for each account through the Stripe, so the old one we're using as a payment gateway is no longer active, and we're using the ANZ portal. So if\n\nChannel 1: Yep.\n\nChannel 0: you did not set up a direct debit, automatic payment, or anything, there is no automatic payment.\n\nChannel 1: Well,\n\nChannel 0: We just\n\nChannel 1: can you tell me why it's saying there's a direct the payment method is direct debit? Because I went through\n\nChannel 0: From the system.\n\nChannel 1: a few times where I paid online and you all and Airtel also debited\n\nChannel 0: Mm-mm.\n\nChannel 1: my\n\nChannel 0: Yeah.\n\nChannel 1: bank account, so I don't want that happen again. So is there can you are you able to fix that so\n\nChannel 0: Oh,\n\nChannel 1: that\n\nChannel 0: let\n\nChannel 1: it\n\nChannel 0: me\n\nChannel 1: won't?\n\nChannel 0: check on my you're you were saying the payment method label direct debit method, right, when you\n\nChannel 1: On my profile,\n\nChannel 0: see your\n\nChannel 1: it says payment\n\nChannel 0: Yeah.\n\nChannel 1: method is direct debit, and it will not let me alter it. I've tried the arrow down, but, no, it just doesn't work. So I don't wish it till to to debit any\n\nChannel 0: Yeah. As\n\nChannel 1: funds\n\nChannel 0: I've\n\nChannel 1: from\n\nChannel 0: mentioned,\n\nChannel 1: my credit.\n\nChannel 0: if if before it's automatically processing your payment, it's\n\nChannel 1: Yeah.\n\nChannel 0: no longer\n\nChannel 1: I\n\nChannel 0: active.\n\nChannel 1: yeah. No. It that was in the beginning, and then, like, there was quite a few conversations and finally, it was changed so that I would make the payment myself and that Airtel would not take any money from my bank account that I would do or or I would make the payment myself. I don't I have not given authorization for a direct debit for Airtel to direct debit my bank account. So I'm just checking that it's not gonna be an automatic debit from my bank account because this is not what I authorized.\n\nI went through this quite quite few times to try and get it fixed.\n\nChannel 0: Mhmm.\n\nChannel 1: So\n\nChannel 0: I understand. It is it it is it should not because we changed the the payment\n\nChannel 1: Yes.\n\nChannel 0: platform we had. So moving forward, if you did not set up this because if you did not fill out the form that we sent today, it will not automatically be processed our as\n\nChannel 1: Okay.\n\nChannel 0: direct\n\nChannel 1: Alright.\n\nChannel 0: debit. If you did not save your card details through the ANZ, it should not be processed automatically.\n\nChannel 1: Okay.\n\nChannel 0: This January and February, you are the one who manually process your payment using your card through the ANZ portal. Correct? Because we\n\nChannel 1: Yeah.\n\nChannel 0: don't\n\nChannel 1: I\n\nChannel 0: have\n\nChannel 1: just\n\nChannel 0: any\n\nChannel 1: I just\n\nChannel 0: access\n\nChannel 1: wanna\n\nChannel 0: to\n\nChannel 1: do\n\nChannel 0: do\n\nChannel 1: it\n\nChannel 0: it.\n\nChannel 1: myself. Yeah. Do it manually.\n\nChannel 0: Okay. Sure. Sure. I could guarantee if you did not fill out any form for DirectDebit Bank, bank to bank, if you did not set up a BPAY, if you\n\nChannel 1: No.\n\nChannel 0: did not save your card details when you process your payment last January and February, there will be no automatic payment happen on your account. As I've mentioned, we changed it, and we're starting over again. If before\n\nChannel 1: Okay.\n\nChannel 0: I do apologize. If before there was a direct debit happened, there is no active one. If\n\nChannel 1: Okay.\n\nChannel 0: customer set up this new one, then there will be. You got\n\nChannel 1: Yep.\n\nChannel 0: the message sent today. Right? Like, directing our customer if they opted for BPAY and direct debit bank to bank. There's a form, something like that. So if you did not went through to all this process and ensure that your card details was not saved when you process the payment on your own, It should not be automatically processed unless you process it on your own, and we respect that.\n\nChannel 1: Okay. Okay. Yeah. I'll just prefer to do that myself.\n\nChannel 0: Okay. Sure.\n\nChannel 1: Yep.\n\nChannel 0: Sure.\n\nChannel 1: And, like, there was no problem when it was, you know, paid, like, when Airtel debited my account and I paid it myself. I mean, there was no problem getting a refund. That was always pretty quick. But I just I just noticed that, and I just want to ensure that that wasn't going to happen again.\n\nChannel 0: Yeah. It it it will not happen again\n\nChannel 1: Okay.\n\nChannel 0: if you did not went through with those processes. Okay?\n\nChannel 1: Okay.\n\nChannel 0: This is the new one. So the old one is no longer active, those direct debit automatic payment. This one is the new one that we had. So that's three things. Again, if you did not fill out the form\n\nChannel 1: No. I haven't\n\nChannel 0: for\n\nChannel 1: filled out\n\nChannel 0: DirectDebit\n\nChannel 1: any\n\nChannel 0: Bank account, if you did not set up the BPAY, and if you did not save your card details to the portal, there will be no automatic payment happen\n\nChannel 1: forms.\n\nChannel 0: in your account. It\n\nChannel 1: Well,\n\nChannel 0: will\n\nChannel 1: I\n\nChannel 0: be\n\nChannel 1: don't.\n\nChannel 0: processed. Okay?\n\nChannel 1: I don't. I can't really do that. So, hopefully,\n\nChannel 0: Mhmm.\n\nChannel 1: it hasn't just done it. I'll just\n\nChannel 0: Yeah.\n\nChannel 1: I guess\n\nChannel 0: Just\n\nChannel 1: I'll soon\n\nChannel 0: for\n\nChannel 1: find out.\n\nChannel 0: your yeah. Just for your reference, missus Anne, for example, I'll give you a reference. If you process your payment through the ANZ, isn't it? You will choose master or Visa. So if, for\n\nChannel 1: Yes.\n\nChannel 0: example, you selected master, and then it will be routed to the page where you have to put in your card details, your name. And then after the CVV field, the security code field, there is, like, a a box tick. Just ensure that it's not checked to make sure that the card is not saved for automatic payment. Because if that box is ticked, it will be apply for automatic payment by next month, something like that.\n\nChannel 1: And then I'll\n\nChannel 0: So\n\nChannel 1: have\n\nChannel 0: I'm\n\nChannel 1: to\n\nChannel 0: sure it's\n\nChannel 1: call\n\nChannel 0: on\n\nChannel 1: you\n\nChannel 0: tick.\n\nChannel 1: again\n\nChannel 0: Yeah. Sure. Please\n\nChannel 1: to\n\nChannel 0: check.\n\nChannel 1: to fix\n\nChannel 0: You\n\nChannel 1: that\n\nChannel 0: are the one who could check on your own because you will be the one who will be processing the payment, accessing\n\nChannel 1: up. Yep.\n\nChannel 0: your account online.\n\nChannel 1: Yep.\n\nChannel 0: Okay?\n\nChannel 1: Okay\n\nChannel 0: Alright.\n\nChannel 1: then. Alright. Thanks\n\nChannel 0: Alright.\n\nChannel 1: very much for your help,\n\nChannel 0: Thank\n\nChannel 1: and\n\nChannel 0: you, Susan.\n\nChannel 1: have a nice\n\nChannel 0: You're welcome.\n\nChannel 1: day.\n\nChannel 0: You do the\n\nChannel 1: Okay.\n\nChannel 0: same. Be safe. Bye bye.\n\nChannel 1: You too. Bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.96,"end":1.68,"sentiment":"positive","sentiment_score":0.42266982793807983},{"text":"Thank you so much for calling your account.","start":1.68,"end":3.78,"sentiment":"positive","sentiment_score":0.6847899332642555},{"text":"How may I help you today?","start":3.9199998,"end":5.22,"sentiment":"positive","sentiment_score":0.519288569688797}],"sentiment":"positive","sentiment_score":0.5899619087576866,"channel":0,"num_words":16,"start":0.96,"end":5.22},{"sentences":[{"text":"Just a question about my account.","start":6.56,"end":8.5,"sentiment":"neutral","sentiment_score":0.04491500246028105}],"sentiment":"neutral","sentiment_score":0.04491500246028105,"channel":1,"num_words":6,"start":6.56,"end":8.5},{"sentences":[{"text":"Oh, sure.","start":9.92,"end":10.48,"sentiment":"neutral","sentiment_score":0.17850546538829803},{"text":"I would love to assist 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on my you're you were saying the payment method label direct debit method, right, when you","start":254.02,"end":260.68,"sentiment":"neutral","sentiment_score":-0.0656084755764288}],"sentiment":"neutral","sentiment_score":-0.0656084755764288,"channel":0,"num_words":17,"start":254.02,"end":260.68},{"sentences":[{"text":"On my profile,","start":260.315,"end":261.275,"sentiment":"neutral","sentiment_score":-0.0403513473769029}],"sentiment":"neutral","sentiment_score":-0.0403513473769029,"channel":1,"num_words":3,"start":260.315,"end":261.275},{"sentences":[{"text":"see your","start":260.82,"end":261.38,"sentiment":"neutral","sentiment_score":-0.031147312372922897}],"sentiment":"neutral","sentiment_score":-0.031147312372922897,"channel":0,"num_words":2,"start":260.82,"end":261.38},{"sentences":[{"text":"it says 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and finally, it was changed so that I would make the payment myself and that Airtel would not take any money from my bank account that I would do or or I would make the payment myself.","start":287.57,"end":303.54,"sentiment":"neutral","sentiment_score":-0.14523084375720757},{"text":"I don't I have not given authorization for a direct debit for Airtel to direct debit my bank account.","start":304.58002,"end":311.24002,"sentiment":"neutral","sentiment_score":-0.32307373536260503},{"text":"So I'm just checking that it's not gonna be an automatic debit from my bank account because this is not what I authorized.","start":311.78,"end":321.095,"sentiment":"negative","sentiment_score":-0.4498234417127526}],"sentiment":"neutral","sentiment_score":-0.2531850010467072,"channel":1,"num_words":96,"start":286.45,"end":321.095},{"sentences":[{"text":"I went through this quite quite few times to try and get it 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you did not save your card details through the ANZ, it should not be processed automatically.","start":344.56,"end":351.05502,"sentiment":"negative","sentiment_score":-0.3879940597450032}],"sentiment":"negative","sentiment_score":-0.37394823796219295,"channel":0,"num_words":18,"start":344.08,"end":351.05502},{"sentences":[{"text":"Okay.","start":351.8025,"end":352.3025,"sentiment":"neutral","sentiment_score":-0.11029694229364397}],"sentiment":"neutral","sentiment_score":-0.11029694229364397,"channel":1,"num_words":1,"start":351.8025,"end":352.3025},{"sentences":[{"text":"This January and February, you are the one who manually process your payment using your card through the ANZ portal.","start":352.635,"end":361.11502,"sentiment":"neutral","sentiment_score":-0.11528899446129799},{"text":"Correct?","start":361.11502,"end":361.61502,"sentiment":"neutral","sentiment_score":-0.06431490182876587},{"text":"Because 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Mhmm.","start_word":734,"end_word":790,"intents":[{"intent":"Automate direct debit","confidence_score":0.00043153996}]},{"text":"platform we had. So moving forward, if you did not set up this because if you did not fill out the form that we sent today, it will not automatically be processed our as Okay.","start_word":808,"end_word":842,"intents":[{"intent":"Update payment platform","confidence_score":0.021361932}]},{"text":"So moving forward, if you did not set up this because if you did not fill out the form that we sent today, it will not automatically be processed our as Okay.","start_word":811,"end_word":842,"intents":[{"intent":"Process payment","confidence_score":0.07632789}]},{"text":"if you did not went through with those processes. Okay?","start_word":1159,"end_word":1168,"intents":[{"intent":"Verify processing status","confidence_score":0.00018647895}]}]},"sentiments":{"segments":[{"text":"Good morning. Thank you so much for calling your account. How may I help you today?","start_word":0,"end_word":15,"sentiment":"positive","sentiment_score":0.5815545320510864},{"text":"Just a question about my account. Oh, sure.","start_word":16,"end_word":23,"sentiment":"neutral","sentiment_score":0.0914509892463684},{"text":"I would love to assist you.","start_word":24,"end_word":29,"sentiment":"positive","sentiment_score":0.40680205821990967},{"text":"May I have your name, please? Furname is Morris, m o, r r, I s.","start_word":30,"end_word":44,"sentiment":"neutral","sentiment_score":0.08286728709936142},{"text":"Thank you so much.","start_word":45,"end_word":48,"sentiment":"positive","sentiment_score":0.500971257686615},{"text":"So I'm speaking to miss Suzanne Morris. Yes. Okay.","start_word":49,"end_word":57,"sentiment":"neutral","sentiment_score":0.1407439112663269},{"text":"Nice to have you on the line.","start_word":58,"end_word":64,"sentiment":"positive","sentiment_score":0.5049798488616943},{"text":"And, miss Suzanne, I assume your question is about your account balance showing on your account. Yeah. It says I owe well, there's a couple of things. Like, it says that I owe a $159 or something, but I'm up to date with the payment. So, like, when I looked at the profile yesterday, it was it says overpaid $79.95, and now it says that I'm I owe Yeah. budget. That's correct. And please accept our sincere apologies that bring you this confusion. We had a system upgrade yesterday, and it's impacted our billing process or configuration. The reason why your account balance doesn't match with your actual invoice. But today, we're working on this to resolve to correct all Yes. the invoices that has been impacted. So I could frame that your current invoice for this March covering the full period of month is only $79.95. And I'm Yes. trying to open your invoice now just to make sure it's the correct amount showing from your invoice, not the $1.59 90. Okay? Just bear with me here. Because we've already our back end is already working closely to get this corrected. Because, actually, a couple of days, it's showing zero if the even though the customer is has a outstanding balance. But now it's showing doubled, so it's Yes.","start_word":65,"end_word":284,"sentiment":"neutral","sentiment_score":-0.1030965894460678},{"text":"really strange.","start_word":285,"end_word":286,"sentiment":"negative","sentiment_score":-0.33537229895591736},{"text":"And also on Okay. our profile, it's the payment method is direct debit. I've been through this a number of times that I prefer to pay it myself, and there's no option to change that. And I don't give authorization for a direct debit to happen. Oh, just one moment. Okay. So your invoice is correct, $79.95. So please disregard the amount Mhmm. that's showing current balance. Just Yep. refer to the actual invoice. Yep. And then in reference with the direct debit, what And what's I your called concern a about? few times to to rectify that and it's finally wild. It said I prefer to pay it myself. I don't want any money coming out of my bank account.","start_word":287,"end_word":407,"sentiment":"neutral","sentiment_score":-0.16947659012699914},{"text":"But I noticed the payment method is back up as direct debit, and I don't give authorization for that to happen. And there's no I'm unable to change that.","start_word":408,"end_word":436,"sentiment":"negative","sentiment_score":-0.3494495153427124},{"text":"So I just wanna Okay. do it as a what are the options? I'm I think it was just an as an online payment. Yeah. Because Yep. I'm showing actually, last January, we already changed our payment platform. So whatever automatic or direct debit setup for each account through the Stripe, so the old one we're using as a payment gateway is no longer active, and we're using the ANZ portal. So if Yep. you did not set up a direct debit, automatic payment, or anything, there is no automatic payment. Well, We just can you tell me why it's saying there's a direct the payment method is direct debit? Because I went through From the system. a few times where I paid online and you all and Airtel also debited Mm-mm. my Yeah.","start_word":437,"end_word":570,"sentiment":"neutral","sentiment_score":-0.11293352395296095},{"text":"bank account, so I don't want that happen again.","start_word":571,"end_word":579,"sentiment":"negative","sentiment_score":-0.3494749963283539},{"text":"So is there can you are you able to fix that so Oh, that let it me won't? check on my you're you were saying the payment method label direct debit method, right, when you On my profile, see your it says payment Yeah. method is direct debit, and it will not let me alter it. I've tried the arrow down, but, no, it just doesn't work. So I don't wish it till to to debit any Yeah. As funds I've from mentioned, my credit. if if before it's automatically processing your payment, it's Yeah. no longer I active. yeah. No. It that was in the beginning, and then, like, there was quite a few conversations and finally, it was changed so that I would make the payment myself and that Airtel would not take any money from my bank account that I would do or or I would make the payment myself. I don't I have not given authorization for a direct debit for Airtel to direct debit my bank account.","start_word":580,"end_word":751,"sentiment":"neutral","sentiment_score":-0.15745792893129726},{"text":"So I'm just checking that it's not gonna be an automatic debit from my bank account because this is not what I authorized. I went through this quite quite few times to try and get it fixed.","start_word":752,"end_word":788,"sentiment":"negative","sentiment_score":-0.43192803859710693},{"text":"Mhmm. So I understand. It is it it is it should not because we changed the the payment Yes. platform we had. So moving forward, if you did not set up this because if you did not fill out the form that we sent today, it will not automatically be processed our as Okay. direct Alright. debit.","start_word":789,"end_word":845,"sentiment":"neutral","sentiment_score":-0.19616137444972992},{"text":"If you did not save your card details through the ANZ, it should not be processed automatically.","start_word":846,"end_word":862,"sentiment":"negative","sentiment_score":-0.3767072558403015},{"text":"Okay. This January and February, you are the one who manually process your payment using your card through the ANZ portal. Correct? Because we Yeah. don't I have just any I just access wanna to do do it it. myself. Yeah. Do it manually. Okay. Sure. Sure. I could guarantee if you did not fill out any form for DirectDebit Bank, bank to bank, if you did not set up a BPAY, if you No. did not save your card details when you process your payment last January and February, there will be no automatic payment happen on your account. As I've mentioned, we changed it, and we're starting over again. If before Okay. I do apologize. If before there was a direct debit happened, there is no active one. If Okay. customer set up this new one, then there will be. You got Yep. the message sent today. Right? Like, directing our customer if they opted for BPAY and direct debit bank to bank. There's a form, something like that. So if you did not went through to all this process and ensure that your card details was not saved when you process the payment on your own, It should not be automatically processed unless you process it on your own, and we respect that. Okay. Okay. Yeah. I'll just prefer to do that myself. Okay. Sure. Yep. Sure. And, like, there was no problem when it was, you know, paid, like, when Airtel debited my account and I paid it myself. I mean, there was no problem getting a refund.","start_word":863,"end_word":1124,"sentiment":"neutral","sentiment_score":-0.07579239764968858},{"text":"That was always pretty quick.","start_word":1125,"end_word":1129,"sentiment":"positive","sentiment_score":0.4418652057647705},{"text":"But I just I just noticed that, and I just want to ensure that that wasn't going to happen again. Yeah. It it it will not happen again Okay. if you did not went through with those processes. Okay? Okay. This is the new one. So the old one is no longer active, those direct debit automatic payment. This one is the new one that we had. So that's three things. Again, if you did not fill out the form No. I haven't for filled out DirectDebit any Bank account, if you did not set up the BPAY, and if you did not save your card details to the portal, there will be no automatic payment happen forms. in your account. It Well, will I be don't. processed. Okay? I don't. I can't really do that. So, hopefully, Mhmm. it hasn't just done it. I'll just Yeah. I guess Just I'll soon for find out. your yeah. Just for your reference, missus Anne, for example, I'll give you a reference. If you process your payment through the ANZ, isn't it? You will choose master or Visa. So if, for Yes. example, you selected master, and then it will be routed to the page where you have to put in your card details, your name. And then after the CVV field, the security code field, there is, like, a a box tick. Just ensure that it's not checked to make sure that the card is not saved for automatic payment. Because if that box is ticked, it will be apply for automatic payment by next month, something like that. And then I'll So have I'm to sure it's call on you tick. again Yeah. Sure. Please to check. to fix You that are the one who could check on your own because you will be the one who will be processing the payment, accessing up. Yep. your account online. Yep. Okay? Okay Alright. then. Alright. Thanks Alright.","start_word":1130,"end_word":1455,"sentiment":"neutral","sentiment_score":-0.0983453169465065},{"text":"very much for your help, Thank and you, Susan. have a nice You're welcome.","start_word":1456,"end_word":1469,"sentiment":"positive","sentiment_score":0.4877778887748718},{"text":"day. You do the Okay. same. Be safe. Bye bye. You too. Bye.","start_word":1470,"end_word":1482,"sentiment":"neutral","sentiment_score":0.22254693049650923}],"average":{"sentiment":"neutral","sentiment_score":-0.10066892125923645}}}}