{"metadata":{"transaction_key":"deprecated","request_id":"019d65ae-31bf-7933-95e3-a7b691a5e83b","sha256":"cd1832c89634546073d37a595efd00383fef43dcbd6cd6c2394fc49e21ab3419","created":"2026-04-07T02:03:30.436Z","duration":1095.48,"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":3057,"output_tokens":90},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3375,"output_tokens":3382},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":3375,"output_tokens":144}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. Thank you so much for calling your account. How may I help you today? Mhmm. I'm so sorry to hear about that. But we appreciate your call today, and I would love to assist you. I will just need to pull out your account here and do some verification for security measure. Please confirm your phone number and your full name. Mhmm. Okay. Thank you so much. Thank you, Ping Chen Chang. And your birthday, please? Thank you so much. You said June? Oh, okay. One moment. Let me just go over to your account. Okay? Just bear with me. And you said you are moving in or moving out from this address? Mm-mm. Got it. One moment. I'm just trying to check some details in here. Bear with me. January 6. Okay. So I could see in here, we respect your decision if you would like to if you needed to cancel your service due to this moving out. However, I do see in here that you signed up for twenty four month contract. So, technically, the cancellation fee applies on your account. So you have to pay cancellation fee, total amount of $132, and then your current invoice, which is $79.95. What date do you prefer to go ahead and proceed with your service cancellation? When are you moving out? Oh, I understand that. However, as per review, I'm showing here, if you would like, I can send you the the copy when we have you since January 6. And then what you have is twenty four month contract showing from the record. If you would like, I can also send you this to your email address for your reference. Oh, isn't it you who isn't it when you sign up, you are the one who process it. And then when when you are processing your order through the site, you do have an option to select either no contract, twelve month contract, and twenty four month contract. And I'm showing here that you selected twenty four month contract, and it's also one moment, please. It's also uploaded from your account. If you are logging in to your customer account, you will be able to see it's uploaded that day, 06/05/2025, the twenty four month contract agreement showing on your account. I understand your point. And who was the guy that you spoke to to help us to further check on our end? Can't remember. My address. So you're telling me you set up or you process the order over the phone with our representative? Got it. Yeah. I understand that they just set it up for you. What what I'm trying to confirm in that way, it will help us to further track and investigate that you're telling me that you are not the one who processed your order through the website, putting your card details, processing the initial payment, putting the card number, and everything? Mhmm. So you're giving your details over the phone while processing the orders on the site. And then they mentioned to you that you are on the twelve month? Yes. I got it. I appreciate the details that you shared. It will help us to further track and investigate, and then we'll get back to you. But since I have you in the line, what is your preferred date to cancel it? May I oh, today? Okay. One moment. Let me just so if today you have to settle the outstanding, you have, which is $79.95. One moment. Let me check here. Oh, today seven. Okay. $8.03 7. Okay. So here's what we are going to do. I'll I've already take note that you would like. Or do you have would you like to check or give us your address in case we can provide you the service to your new address? Mhmm. Okay. I I respect that. Not a problem. So here's the thing. Please do me a favor. After this call, kindly process your outstanding balance for this month, $79.90 5¢. In that way, I could go ahead and up check it on my end and show to them that you already paid your outstanding invoice, and then I'll let them know what you have. You agreed prior when they put your connection, and then I'll update you. Okay? In reference to the twelve versus twelve months that you verbally agreed with our representative when the time that they put your service versus the twenty four month documented in four month documented, in reference with the order receipt. Okay? So I could tell them that, hey. This customer is telling something like this, and, he wanted to cancel the service today. He already paid the current invoice and so on and so forth. So we can proceed smoothly and accordingly. And then I'll just call you back. Is that okay? Alright. Yes. Definitely. If you would like me to help you to process the payment over the phone, I would love to do that. But if you would like or prefer to do it, you can do with the same thing that you have it through the site or the ANZ portal. Put your username, password, and then your card details. You've already did that previous months. Right? You have the username and password? Yeah. 70 9. Okay. Sure. Let me do it for you. Not a problem. One moment. I'll just go to that payment page. No. No. No. $79.95. $79.95. For for yeah. This is your this is your current invoice. This is your current invoice. Because, basically, we're we're also providing you a courtesy. Because if our customer is canceling, they have to provide thirty days notice to to have it prepared to the network and let them know that this service is no longer needed by this date. Because we're paying in advance to the network. Reason why we're really asking our customer to provide thirty days notice. However, in your case, we're also providing a courtesy to accept your advice today. Right? This is like a urgent advice that you're canceling it. Just you just called in today, and then you would like it today. So we're just accepting that as a courtesy because we valued you as our customer, of course. So you still need to pay the outstanding balance for this current month. And then for the cancellation fee about the 12 versus 24, I have to check that and then get back to you. Then we can proceed with the cancellation, whatever is the outcome of the investigation. Alright. Yeah. I have to check first, of course. Because on my end, I really would love to hey. Yeah. Go ahead and not just pay this, but I have to check this on our end as well. But rest assured, I'll call you before end of business days today to have this process accordingly. Sir sorry. You caught up. What what what is that again? I just heard outstanding. It's alright for me personally, but better is you have to pay this now. In that way, I could show them this customer already paid. Can we waive this? Because he has the impression or he knew that it's only a twelve month contract. Because if if they see that you still have a outstanding for this current invoice, Why you're asking to waive the cancellation if the customer did not pay yet the current invoice? Something like that. You know what I mean? But rest assured I'll get back to you because your your request is really a vital request, of course. Sure. I'll be on the line. No rush. Okay? I'll be on the line. Just let me know. Yeah. I'm still on the line. Let me check. You said what date in April? Yeah. So you're requesting to disconnect the service. Which date? I'm having a hard time to hear you. I'm sorry. Thirtieth. Let me check. Yes. Thursday. So Yeah. That would be fine. It's still covered the current invoice. So if you would like to still use the service until the thirtieth, that would be fine. I can endorse it to our tech team to have it canceled on the thirtieth. But until thirtieth, you're still in this address? Oh. Oh, okay. But in case that you move out prior to this date, just send us an email or just give me a call. I can give you my direct phone number if you would like. In that way, we can process it accordingly as well. Sure. Because we don't want to have your account to be online and then you you no longer there. So we have to make sure it's secured as well. So here's my direct number here. It's 03 91 21 8113. Yeah. Yes. Correct. So for the meantime, I'll have this notated on the thirtieth. And in case prior to this you already move out, please call me. Okay? Let me know. And then within today, I will be calling you. Today or tomorrow, I'll be calling you about the checking with the twelve or twenty four month contract. Okay? And then since you opted to what what do you call on this? To have it until the thirtieth, you still have time to pay the current invoice. Anyway, it will be due on the eleventh. Okay? Alright. Alright. Sure. So talk to you soon. I appreciate these details. Alright? You're welcome. Have a good one, and be safe. Thank you. 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Good afternoon. Thank you so much for calling your account. How may I help you today? Mhmm.\n\nI'm so sorry to hear about that. But we appreciate your call today, and I would love to assist you. I will just need to pull out your account here and do some verification for security measure. Please confirm your phone number and your full name. Mhmm.\n\nOkay. Thank you so much. Thank you, Ping Chen Chang. And your birthday, please? Thank you so much.\n\nYou said June? Oh, okay. One moment. Let me just go over to your account. Okay?\n\nJust bear with me. And you said you are moving in or moving out from this address? Mm-mm. Got it. One moment.\n\nI'm just trying to check some details in here. Bear with me. January 6. Okay. So I could see in here, we respect your decision if you would like to if you needed to cancel your service due to this moving out.\n\nHowever, I do see in here that you signed up for twenty four month contract. So, technically, the cancellation fee applies on your account. So you have to pay cancellation fee, total amount of $132, and then your current invoice, which is $79.95. What date do you prefer to go ahead and proceed with your service cancellation? When are you moving out?\n\nOh, I understand that. However, as per review, I'm showing here, if you would like, I can send you the the copy when we have you since January 6. And then what you have is twenty four month contract showing from the record. If you would like, I can also send you this to your email address for your reference. Oh, isn't it you who isn't it when you sign up, you are the one who process it.\n\nAnd then when when you are processing your order through the site, you do have an option to select either no contract, twelve month contract, and twenty four month contract. And I'm showing here that you selected twenty four month contract, and it's also one moment, please. It's also uploaded from your account. If you are logging in to your customer account, you will be able to see it's uploaded that day, 06/05/2025, the twenty four month contract agreement showing on your account. I understand your point.\n\nAnd who was the guy that you spoke to to help us to further check on our end? Can't remember. My address. So you're telling me you set up or you process the order over the phone with our representative? Got it.\n\nYeah. I understand that they just set it up for you. What what I'm trying to confirm in that way, it will help us to further track and investigate that you're telling me that you are not the one who processed your order through the website, putting your card details, processing the initial payment, putting the card number, and everything? Mhmm. So you're giving your details over the phone while processing the orders on the site.\n\nAnd then they mentioned to you that you are on the twelve month? Yes. I got it. I appreciate the details that you shared. It will help us to further track and investigate, and then we'll get back to you.\n\nBut since I have you in the line, what is your preferred date to cancel it? May I oh, today? Okay. One moment. Let me just so if today you have to settle the outstanding, you have, which is $79.95.\n\nOne moment. Let me check here. Oh, today seven. Okay. $8.03 7.\n\nOkay. So here's what we are going to do. I'll I've already take note that you would like. Or do you have would you like to check or give us your address in case we can provide you the service to your new address? Mhmm.\n\nOkay. I I respect that. Not a problem. So here's the thing. Please do me a favor.\n\nAfter this call, kindly process your outstanding balance for this month, $79.90 5¢. In that way, I could go ahead and up check it on my end and show to them that you already paid your outstanding invoice, and then I'll let them know what you have. You agreed prior when they put your connection, and then I'll update you. Okay? In reference to the twelve versus twelve months that you verbally agreed with our representative when the time that they put your service versus the twenty four month documented in four month documented, in reference with the order receipt.\n\nOkay? So I could tell them that, hey. This customer is telling something like this, and, he wanted to cancel the service today. He already paid the current invoice and so on and so forth. So we can proceed smoothly and accordingly.\n\nAnd then I'll just call you back. Is that okay? Alright. Yes. Definitely.\n\nIf you would like me to help you to process the payment over the phone, I would love to do that. But if you would like or prefer to do it, you can do with the same thing that you have it through the site or the ANZ portal. Put your username, password, and then your card details. You've already did that previous months. Right?\n\nYou have the username and password? Yeah. 70 9. Okay. Sure.\n\nLet me do it for you. Not a problem. One moment. I'll just go to that payment page. No.\n\nNo. No. $79.95. $79.95. For for yeah.\n\nThis is your this is your current invoice. This is your current invoice. Because, basically, we're we're also providing you a courtesy. Because if our customer is canceling, they have to provide thirty days notice to to have it prepared to the network and let them know that this service is no longer needed by this date. Because we're paying in advance to the network.\n\nReason why we're really asking our customer to provide thirty days notice. However, in your case, we're also providing a courtesy to accept your advice today. Right? This is like a urgent advice that you're canceling it. Just you just called in today, and then you would like it today.\n\nSo we're just accepting that as a courtesy because we valued you as our customer, of course. So you still need to pay the outstanding balance for this current month. And then for the cancellation fee about the 12 versus 24, I have to check that and then get back to you. Then we can proceed with the cancellation, whatever is the outcome of the investigation. Alright.\n\nYeah. I have to check first, of course. Because on my end, I really would love to hey. Yeah. Go ahead and not just pay this, but I have to check this on our end as well.\n\nBut rest assured, I'll call you before end of business days today to have this process accordingly. Sir sorry. You caught up. What what what is that again? I just heard outstanding.\n\nIt's alright for me personally, but better is you have to pay this now. In that way, I could show them this customer already paid. Can we waive this? Because he has the impression or he knew that it's only a twelve month contract. Because if if they see that you still have a outstanding for this current invoice, Why you're asking to waive the cancellation if the customer did not pay yet the current invoice?\n\nSomething like that. You know what I mean? But rest assured I'll get back to you because your your request is really a vital request, of course. Sure. I'll be on the line.\n\nNo rush. Okay? I'll be on the line. Just let me know. Yeah.\n\nI'm still on the line. Let me check. You said what date in April? Yeah. So you're requesting to disconnect the service.\n\nWhich date? I'm having a hard time to hear you. I'm sorry. Thirtieth. Let me check.\n\nYes. Thursday. So Yeah. That would be fine. It's still covered the current invoice.\n\nSo if you would like to still use the service until the thirtieth, that would be fine. I can endorse it to our tech team to have it canceled on the thirtieth. But until thirtieth, you're still in this address? Oh. Oh, okay.\n\nBut in case that you move out prior to this date, just send us an email or just give me a call. I can give you my direct phone number if you would like. In that way, we can process it accordingly as well. Sure. Because we don't want to have your account to be online and then you you no longer there.\n\nSo we have to make sure it's secured as well. So here's my direct number here. It's 03 91 21 8113. Yeah. Yes.\n\nCorrect. So for the meantime, I'll have this notated on the thirtieth. And in case prior to this you already move out, please call me. Okay? Let me know.\n\nAnd then within today, I will be calling you. Today or tomorrow, I'll be calling you about the checking with the twelve or twenty four month contract. Okay? And then since you opted to what what do you call on this? To have it until the thirtieth, you still have time to pay the current invoice.\n\nAnyway, it will be due on the eleventh. Okay? Alright. Alright. Sure.\n\nSo talk to you soon. I appreciate these details. Alright? You're welcome. Have a good one, and be safe.\n\nThank you. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.88,"end":1.1999999,"sentiment":"positive","sentiment_score":0.368543803691864},{"text":"Good afternoon.","start":1.1999999,"end":1.92,"sentiment":"positive","sentiment_score":0.5660930871963501},{"text":"Thank you so much for calling your account.","start":1.92,"end":3.9399998,"sentiment":"positive","sentiment_score":0.7387159988284111},{"text":"How may I help you today?","start":4.08,"end":5.2999997,"sentiment":"positive","sentiment_score":0.6542107462882996},{"text":"Mhmm.","start":19.515,"end":20.015,"sentiment":"neutral","sentiment_score":-0.04179435968399048}],"sentiment":"positive","sentiment_score":0.6274404492643144,"num_words":18,"start":0.88,"end":20.015},{"sentences":[{"text":"I'm so sorry to hear about that.","start":20.235,"end":22.075,"sentiment":"neutral","sentiment_score":-0.2887016971196447},{"text":"But we appreciate your call today, and I would love to assist 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are the one who process it.","start":193.065,"end":197.865,"sentiment":"neutral","sentiment_score":-0.10297755234771305}],"sentiment":"neutral","sentiment_score":0.0002523894326236002,"num_words":78,"start":155.65999,"end":197.865},{"sentences":[{"text":"And then when when you are processing your order through the site, you do have an option to select either no contract, twelve month contract, and twenty four month contract.","start":197.865,"end":207.98,"sentiment":"neutral","sentiment_score":-0.022623656193415324},{"text":"And I'm showing here that you selected twenty four month contract, and it's also one moment, please.","start":207.98,"end":216.31999,"sentiment":"neutral","sentiment_score":0.029975921025171},{"text":"It's also uploaded from your account.","start":216.82501,"end":220.765,"sentiment":"neutral","sentiment_score":0.037621007300913334},{"text":"If you are logging in to your customer account, you will be able to see it's uploaded that day, 06/05/2025, the twenty four 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representative?","start":326.31,"end":332.225,"sentiment":"neutral","sentiment_score":-0.018118155292338796},{"text":"Got it.","start":336.765,"end":337.505,"sentiment":"neutral","sentiment_score":0.05521032214164734}],"sentiment":"neutral","sentiment_score":-0.002949503671732687,"num_words":42,"start":304.355,"end":337.505},{"sentences":[{"text":"Yeah.","start":353.45,"end":353.69,"sentiment":"neutral","sentiment_score":0.030176766216754913},{"text":"I understand that they just set it up for you.","start":353.69,"end":355.98502,"sentiment":"neutral","sentiment_score":0.06975928619503975},{"text":"What what I'm trying to confirm in that way, it will help us to further track and investigate that you're telling me that you are not the one who processed your order through the website, putting your card details, processing the initial payment, putting the card number, and everything?","start":355.98502,"end":374.86002,"sentiment":"neutral","sentiment_score":-0.04973933769732106},{"text":"Mhmm.","start":378.92,"end":379.42,"sentiment":"neutral","sentiment_score":-0.00777878612279892},{"text":"So you're giving your details over the phone while processing the orders on the site.","start":379.96002,"end":385.66,"sentiment":"neutral","sentiment_score":-0.015364544404049715}],"sentiment":"neutral","sentiment_score":-0.025627695673488472,"num_words":76,"start":353.45,"end":385.66},{"sentences":[{"text":"And then they mentioned to you that you are on the twelve month?","start":387.275,"end":392.255,"sentiment":"neutral","sentiment_score":-0.0475380731603274},{"text":"Yes.","start":409.54,"end":410.04,"sentiment":"neutral","sentiment_score":-0.05160955339670181},{"text":"I got it.","start":422.235,"end":422.955,"sentiment":"neutral","sentiment_score":0.15329723556836447},{"text":"I appreciate the details that you shared.","start":422.955,"end":425.51498,"sentiment":"positive","sentiment_score":0.4901809181485857},{"text":"It will help us to further track and investigate, and then we'll get back to you.","start":425.51498,"end":430.57,"sentiment":"neutral","sentiment_score":0.06188890159683069}],"sentiment":"neutral","sentiment_score":0.10529440137033816,"num_words":40,"start":387.275,"end":430.57},{"sentences":[{"text":"But since I have you in the line, what is your preferred date to cancel it?","start":430.57,"end":436.27002,"sentiment":"neutral","sentiment_score":-0.11084596975706518},{"text":"May I oh, today?","start":439.93002,"end":442.03,"sentiment":"neutral","sentiment_score":0.014942585956305265},{"text":"Okay.","start":442.785,"end":443.265,"sentiment":"neutral","sentiment_score":0.0399317741394043},{"text":"One moment.","start":443.265,"end":443.98502,"sentiment":"neutral","sentiment_score":0.03240995854139328},{"text":"Let me just so if today you have to settle the outstanding, you have, which is $79.95.","start":443.98502,"end":456.84,"sentiment":"neutral","sentiment_score":0.04246078913702684}],"sentiment":"neutral","sentiment_score":-0.022179501643404365,"num_words":40,"start":430.57,"end":456.84},{"sentences":[{"text":"One moment.","start":458.68,"end":459.41998,"sentiment":"positive","sentiment_score":0.4927116483449936},{"text":"Let me check here.","start":459.56,"end":460.94,"sentiment":"neutral","sentiment_score":0.1381391789764166},{"text":"Oh, today seven.","start":461.16,"end":462.54,"sentiment":"neutral","sentiment_score":0.09170067807038625},{"text":"Okay.","start":464.76,"end":465.26,"sentiment":"neutral","sentiment_score":0.07959935814142227},{"text":"$8.03 7.","start":474.45502,"end":475.435,"sentiment":"neutral","sentiment_score":0.06838592886924744}],"sentiment":"neutral","sentiment_score":0.16912110522389412,"num_words":12,"start":458.68,"end":475.435},{"sentences":[{"text":"Okay.","start":477.495,"end":477.89502,"sentiment":"neutral","sentiment_score":0.08948919177055359},{"text":"So here's what we are going to do.","start":477.89502,"end":479.915,"sentiment":"neutral","sentiment_score":0.1288153976202011},{"text":"I'll I've already take note that you would like.","start":481.255,"end":484.315,"sentiment":"neutral","sentiment_score":0.09854163643386629},{"text":"Or do you have would you like to check or give us your address in case we can provide you the service to your new address?","start":484.56,"end":492.66,"sentiment":"neutral","sentiment_score":0.029180024177409135},{"text":"Mhmm.","start":499.36002,"end":499.725,"sentiment":"neutral","sentiment_score":-0.05268634855747223}],"sentiment":"neutral","sentiment_score":0.06028625290426943,"num_words":45,"start":477.495,"end":499.725},{"sentences":[{"text":"Okay.","start":499.805,"end":500.305,"sentiment":"neutral","sentiment_score":0.005682928487658501},{"text":"I I respect that.","start":500.765,"end":501.98502,"sentiment":"neutral","sentiment_score":0.13907098211348057},{"text":"Not a problem.","start":502.045,"end":502.945,"sentiment":"neutral","sentiment_score":0.11840384701887767},{"text":"So here's the thing.","start":503.245,"end":504.605,"sentiment":"neutral","sentiment_score":0.09747614897787571},{"text":"Please do me a favor.","start":504.605,"end":505.825,"sentiment":"neutral","sentiment_score":0.12084376513957977}],"sentiment":"neutral","sentiment_score":0.11242951880044796,"num_words":17,"start":499.805,"end":505.825},{"sentences":[{"text":"After this call, kindly process your outstanding balance for this month, $79.90 5¢.","start":506.685,"end":515.1,"sentiment":"neutral","sentiment_score":0.08175768579045932},{"text":"In that way, I could go ahead and up check it on my end and show to them that you already paid your outstanding invoice, and then I'll let them know what you have.","start":515.33997,"end":526.13995,"sentiment":"neutral","sentiment_score":0.14884009935400067},{"text":"You agreed prior when they put your connection, and then I'll update you.","start":526.13995,"end":531.435,"sentiment":"neutral","sentiment_score":0.09349311773593609},{"text":"Okay?","start":531.435,"end":531.755,"sentiment":"neutral","sentiment_score":0.0676286518573761},{"text":"In reference to the twelve versus twelve months that you verbally agreed with our representative when the time that they put your service versus the twenty four month documented in four month documented, in reference with the order receipt.","start":531.755,"end":546.70996,"sentiment":"neutral","sentiment_score":0.028471786815386552}],"sentiment":"neutral","sentiment_score":0.08520297450248641,"num_words":100,"start":506.685,"end":546.70996},{"sentences":[{"text":"Okay?","start":546.70996,"end":547.20996,"sentiment":"neutral","sentiment_score":0.01392548531293869},{"text":"So I could tell them that, hey.","start":547.83,"end":549.83,"sentiment":"neutral","sentiment_score":-0.010468804410525731},{"text":"This customer is telling something like this, and, he wanted to cancel the service today.","start":549.83,"end":557.37,"sentiment":"neutral","sentiment_score":-0.09179825683434804},{"text":"He already paid the current invoice and so on and so forth.","start":557.615,"end":560.815,"sentiment":"neutral","sentiment_score":0.03366034229596456},{"text":"So we can proceed smoothly and accordingly.","start":560.815,"end":563.15497,"sentiment":"neutral","sentiment_score":0.2844487194504057}],"sentiment":"neutral","sentiment_score":0.02282702727686791,"num_words":42,"start":546.70996,"end":563.15497},{"sentences":[{"text":"And then I'll just call you back.","start":563.615,"end":565.69495,"sentiment":"neutral","sentiment_score":0.0997942356126649},{"text":"Is that okay?","start":565.69495,"end":566.595,"sentiment":"neutral","sentiment_score":0.09994422147671382},{"text":"Alright.","start":568.65497,"end":569.15497,"sentiment":"neutral","sentiment_score":0.07070926576852798},{"text":"Yes.","start":574.83997,"end":575.0,"sentiment":"neutral","sentiment_score":0.24442945420742035},{"text":"Definitely.","start":575.0,"end":575.5,"sentiment":"positive","sentiment_score":0.34092578291893005}],"sentiment":"neutral","sentiment_score":0.12726590897028262,"num_words":13,"start":563.615,"end":575.5},{"sentences":[{"text":"If you would like me to help you to process the payment over the phone, I would love to do that.","start":575.64,"end":580.36,"sentiment":"positive","sentiment_score":0.4225383223522277},{"text":"But if you would like or prefer to do it, you can do with the same thing that you have it through the site or the ANZ portal.","start":580.36,"end":590.00494,"sentiment":"neutral","sentiment_score":0.23407135797398432},{"text":"Put your username, password, and then your card details.","start":590.14496,"end":593.605,"sentiment":"neutral","sentiment_score":0.13362043185366523},{"text":"You've already did that previous months.","start":593.82495,"end":596.865,"sentiment":"neutral","sentiment_score":0.14944835752248764},{"text":"Right?","start":596.865,"end":597.185,"sentiment":"neutral","sentiment_score":0.11743036657571793}],"sentiment":"neutral","sentiment_score":0.2714462644778765,"num_words":65,"start":575.64,"end":597.185},{"sentences":[{"text":"You have the username and password?","start":597.185,"end":598.96497,"sentiment":"neutral","sentiment_score":0.0863976962864399},{"text":"Yeah.","start":605.75,"end":606.25,"sentiment":"neutral","sentiment_score":0.04760377109050751},{"text":"70 9.","start":607.19,"end":608.25,"sentiment":"neutral","sentiment_score":0.06406634114682674},{"text":"Okay.","start":610.79,"end":611.19,"sentiment":"neutral","sentiment_score":0.10987162590026855},{"text":"Sure.","start":611.19,"end":611.51,"sentiment":"neutral","sentiment_score":0.22297817468643188}],"sentiment":"neutral","sentiment_score":0.09336113015359099,"num_words":11,"start":597.185,"end":611.51},{"sentences":[{"text":"Let me do it for you.","start":611.51,"end":612.71,"sentiment":"neutral","sentiment_score":0.26103806247313815},{"text":"Not a problem.","start":612.71,"end":613.51,"sentiment":"neutral","sentiment_score":0.23758193850517273},{"text":"One moment.","start":613.51,"end":614.15,"sentiment":"neutral","sentiment_score":0.1193187236785889},{"text":"I'll just go to that payment page.","start":614.15,"end":620.775,"sentiment":"neutral","sentiment_score":0.08956953457423619},{"text":"No.","start":623.955,"end":624.195,"sentiment":"neutral","sentiment_score":-0.09840342402458192}],"sentiment":"neutral","sentiment_score":0.1603260503003472,"num_words":19,"start":611.51,"end":624.195},{"sentences":[{"text":"No.","start":624.195,"end":624.35504,"sentiment":"neutral","sentiment_score":-0.13032567501068115},{"text":"No.","start":624.35504,"end":624.675,"sentiment":"neutral","sentiment_score":-0.11946012079715727},{"text":"$79.95.","start":624.675,"end":626.695,"sentiment":"neutral","sentiment_score":-0.083929643034935},{"text":"$79.95.","start":626.995,"end":629.19,"sentiment":"neutral","sentiment_score":-0.03537923842668533},{"text":"For for yeah.","start":632.39,"end":634.09,"sentiment":"neutral","sentiment_score":0.023446024705966313}],"sentiment":"neutral","sentiment_score":-0.04267951473593712,"num_words":7,"start":624.195,"end":634.09},{"sentences":[{"text":"This is your this is your current invoice.","start":634.15,"end":637.69,"sentiment":"neutral","sentiment_score":0.038113849237561226},{"text":"This is your current invoice.","start":638.15,"end":639.53,"sentiment":"neutral","sentiment_score":0.05348394364118576},{"text":"Because, basically, we're we're also providing you a courtesy.","start":639.59,"end":642.57,"sentiment":"neutral","sentiment_score":0.1909143684638871},{"text":"Because if our customer is canceling, they have to provide thirty days notice to to have it prepared to the network and let them know that this service is no longer needed by this date.","start":643.305,"end":655.245,"sentiment":"neutral","sentiment_score":-0.07737326664584024},{"text":"Because we're paying in advance to the network.","start":655.4,"end":657.82,"sentiment":"neutral","sentiment_score":-0.0005434124614112078}],"sentiment":"neutral","sentiment_score":-0.006490027754066082,"num_words":65,"start":634.15,"end":657.82},{"sentences":[{"text":"Reason why we're really asking our customer to provide thirty days notice.","start":657.88,"end":662.76,"sentiment":"neutral","sentiment_score":-0.07707922244056438},{"text":"However, in your case, we're also providing a courtesy to accept your advice today.","start":662.76,"end":668.995,"sentiment":"neutral","sentiment_score":0.1253201024872916},{"text":"Right?","start":669.215,"end":669.615,"sentiment":"neutral","sentiment_score":0.08980606496334076},{"text":"This is like a urgent advice that you're canceling it.","start":669.615,"end":673.23505,"sentiment":"neutral","sentiment_score":-0.08634389527142047},{"text":"Just you just called in today, and then you would like it today.","start":673.29504,"end":676.255,"sentiment":"neutral","sentiment_score":0.11974120426636475}],"sentiment":"neutral","sentiment_score":0.032250670664943755,"num_words":50,"start":657.88,"end":676.255},{"sentences":[{"text":"So we're just accepting that as a courtesy because we valued you as our customer, of course.","start":676.255,"end":682.195,"sentiment":"neutral","sentiment_score":0.30451474645558524},{"text":"So you still need to pay the outstanding balance for this current month.","start":682.64996,"end":688.02997,"sentiment":"neutral","sentiment_score":-0.14193947785175764},{"text":"And then for the cancellation fee about the 12 versus 24, I have to check that and then get back to you.","start":689.37,"end":696.915,"sentiment":"neutral","sentiment_score":-0.0362127787348899},{"text":"Then we can proceed with the cancellation, whatever is the outcome of the investigation.","start":697.07495,"end":703.495,"sentiment":"neutral","sentiment_score":-0.030007877653198584},{"text":"Alright.","start":703.875,"end":704.375,"sentiment":"neutral","sentiment_score":-0.01318602543324232}],"sentiment":"neutral","sentiment_score":0.031366567655619404,"num_words":67,"start":676.255,"end":704.375},{"sentences":[{"text":"Yeah.","start":709.73,"end":710.05,"sentiment":"neutral","sentiment_score":-0.009708654135465622},{"text":"I have to check first, of course.","start":710.05,"end":711.97,"sentiment":"neutral","sentiment_score":-0.0750421370778765},{"text":"Because on my end, I really would love to hey.","start":711.97,"end":714.95,"sentiment":"neutral","sentiment_score":0.0935857616364956},{"text":"Yeah.","start":715.01,"end":715.41,"sentiment":"neutral","sentiment_score":0.15759852528572085},{"text":"Go ahead and not just pay this, but I have to check this on our end as well.","start":715.41,"end":721.01,"sentiment":"neutral","sentiment_score":0.012543616816401482}],"sentiment":"neutral","sentiment_score":0.021195611639602763,"num_words":37,"start":709.73,"end":721.01},{"sentences":[{"text":"But rest assured, I'll call you before end of business days today to have this process accordingly.","start":721.01,"end":728.60504,"sentiment":"neutral","sentiment_score":0.1645844403435202},{"text":"Sir sorry.","start":749.215,"end":750.255,"sentiment":"neutral","sentiment_score":-0.23414485156536105},{"text":"You caught up.","start":750.255,"end":751.135,"sentiment":"negative","sentiment_score":-0.34611937403678894},{"text":"What what what is that again?","start":751.135,"end":752.655,"sentiment":"neutral","sentiment_score":-0.22533018887043},{"text":"I just heard outstanding.","start":752.655,"end":753.955,"sentiment":"neutral","sentiment_score":-0.19184179604053497}],"sentiment":"neutral","sentiment_score":-0.025876895524561405,"num_words":32,"start":721.01,"end":753.955},{"sentences":[{"text":"It's alright for me personally, but better is you have to pay this now.","start":769.4,"end":776.36,"sentiment":"neutral","sentiment_score":-0.029373043881995336},{"text":"In that way, I could show them this customer already paid.","start":776.36,"end":779.60504,"sentiment":"neutral","sentiment_score":0.048799924213777886},{"text":"Can we waive this?","start":779.60504,"end":780.825,"sentiment":"neutral","sentiment_score":-0.07274525053799152},{"text":"Because he has the impression or he knew that it's only a twelve month contract.","start":780.885,"end":785.465,"sentiment":"neutral","sentiment_score":-0.22258980870246886},{"text":"Because if if they see that you still have a outstanding for this current invoice, Why you're asking to waive the cancellation if the customer did not pay yet the current invoice?","start":785.925,"end":798.11005,"sentiment":"neutral","sentiment_score":-0.19657276710495353}],"sentiment":"neutral","sentiment_score":-0.12887605431636698,"num_words":76,"start":769.4,"end":798.11005},{"sentences":[{"text":"Something like that.","start":798.17004,"end":798.89,"sentiment":"neutral","sentiment_score":-0.19080721835295358},{"text":"You know what I mean?","start":798.89,"end":800.03,"sentiment":"neutral","sentiment_score":-0.11456434577703475},{"text":"But rest assured I'll get back to you because your your request is really a vital request, of course.","start":803.37,"end":811.705,"sentiment":"neutral","sentiment_score":0.13105129293705287},{"text":"Sure.","start":817.685,"end":818.005,"sentiment":"neutral","sentiment_score":0.05499379709362984},{"text":"I'll be on the line.","start":818.005,"end":818.965,"sentiment":"neutral","sentiment_score":0.03461961038410664}],"sentiment":"neutral","sentiment_score":0.04766130396588282,"num_words":33,"start":798.17004,"end":818.965},{"sentences":[{"text":"No rush.","start":818.965,"end":819.685,"sentiment":"neutral","sentiment_score":-0.0147919412702322},{"text":"Okay?","start":819.685,"end":820.185,"sentiment":"neutral","sentiment_score":0.018823940306901932},{"text":"I'll be on the line.","start":820.34,"end":821.3,"sentiment":"neutral","sentiment_score":0.04948778450489044},{"text":"Just let me know.","start":821.3,"end":822.28,"sentiment":"neutral","sentiment_score":0.0568609070032835},{"text":"Yeah.","start":894.735,"end":895.055,"sentiment":"neutral","sentiment_score":0.030528120696544647}],"sentiment":"neutral","sentiment_score":0.0380500560769668,"num_words":13,"start":818.965,"end":895.055},{"sentences":[{"text":"I'm still on the line.","start":895.055,"end":896.355,"sentiment":"neutral","sentiment_score":-0.01142405867576599},{"text":"Let me check.","start":914.98,"end":916.01996,"sentiment":"neutral","sentiment_score":-0.00850641013433536},{"text":"You said what date in April?","start":916.01996,"end":918.36,"sentiment":"neutral","sentiment_score":-0.018403527947763603},{"text":"Yeah.","start":931.125,"end":931.445,"sentiment":"neutral","sentiment_score":-0.0963115394115448},{"text":"So you're requesting to disconnect the service.","start":931.445,"end":933.945,"sentiment":"neutral","sentiment_score":-0.15568977275065013}],"sentiment":"neutral","sentiment_score":-0.06269093818793242,"num_words":22,"start":895.055,"end":933.945},{"sentences":[{"text":"Which date?","start":934.41,"end":935.13,"sentiment":"neutral","sentiment_score":-0.1703404262661934},{"text":"I'm having a hard time to hear you.","start":935.13,"end":936.81,"sentiment":"negative","sentiment_score":-0.5471137017011642},{"text":"I'm sorry.","start":936.81,"end":937.55,"sentiment":"neutral","sentiment_score":-0.20130154490470886},{"text":"Thirtieth.","start":948.425,"end":948.925,"sentiment":"neutral","sentiment_score":-0.06981853395700455},{"text":"Let me check.","start":949.385,"end":950.525,"sentiment":"neutral","sentiment_score":-0.02462829214831193}],"sentiment":"neutral","sentiment_score":-0.3289935603970662,"num_words":16,"start":934.41,"end":950.525},{"sentences":[{"text":"Yes.","start":952.905,"end":953.405,"sentiment":"neutral","sentiment_score":0.011870448477566242},{"text":"Thursday.","start":953.465,"end":953.965,"sentiment":"neutral","sentiment_score":-0.01638437621295452},{"text":"So Yeah.","start":955.465,"end":958.425,"sentiment":"neutral","sentiment_score":0.036675089970231056},{"text":"That would be fine.","start":958.425,"end":959.465,"sentiment":"neutral","sentiment_score":0.2137352079153061},{"text":"It's still covered the current invoice.","start":959.465,"end":962.045,"sentiment":"neutral","sentiment_score":0.15464116260409355}],"sentiment":"neutral","sentiment_score":0.13225886139220425,"num_words":14,"start":952.905,"end":962.045},{"sentences":[{"text":"So if you would like to still use the service until the thirtieth, that would be fine.","start":962.105,"end":969.26,"sentiment":"neutral","sentiment_score":0.05682001069790738},{"text":"I can endorse it to our tech team to have it canceled on the thirtieth.","start":969.26,"end":975.2,"sentiment":"neutral","sentiment_score":0.011935873826344808},{"text":"But until thirtieth, you're still in this address?","start":975.34,"end":978.32,"sentiment":"neutral","sentiment_score":-0.04341056430712342},{"text":"Oh.","start":980.435,"end":980.935,"sentiment":"neutral","sentiment_score":-0.02532210573554039},{"text":"Oh, okay.","start":986.915,"end":987.635,"sentiment":"neutral","sentiment_score":-0.003199591301381587}],"sentiment":"neutral","sentiment_score":0.01781331363870481,"num_words":43,"start":962.105,"end":987.635},{"sentences":[{"text":"But in case that you move out prior to this date, just send us an email or just give me a call.","start":987.635,"end":998.89996,"sentiment":"neutral","sentiment_score":0.014063292352313345},{"text":"I can give you my direct phone number if you would like.","start":998.89996,"end":1002.18,"sentiment":"neutral","sentiment_score":0.13220917992293835},{"text":"In that way, we can process it accordingly as well.","start":1002.18,"end":1006.04,"sentiment":"neutral","sentiment_score":0.1326016940176487},{"text":"Sure.","start":1010.325,"end":1010.645,"sentiment":"neutral","sentiment_score":0.060610972344875336},{"text":"Because we don't want to have your account to be online and then you you no longer there.","start":1010.645,"end":1017.145,"sentiment":"neutral","sentiment_score":-0.11476258726583587}],"sentiment":"neutral","sentiment_score":0.019314348135912228,"num_words":63,"start":987.635,"end":1017.145},{"sentences":[{"text":"So we have to make sure it's secured as well.","start":1017.605,"end":1020.265,"sentiment":"neutral","sentiment_score":0.07791613265872002},{"text":"So here's my direct number here.","start":1020.42,"end":1022.6,"sentiment":"neutral","sentiment_score":0.08726578578352928},{"text":"It's 03 91 21 8113.","start":1022.98,"end":1035.32,"sentiment":"neutral","sentiment_score":0.026717684045434},{"text":"Yeah.","start":1037.135,"end":1037.635,"sentiment":"neutral","sentiment_score":0.01986435055732727},{"text":"Yes.","start":1040.095,"end":1040.575,"sentiment":"neutral","sentiment_score":0.08144184947013855}],"sentiment":"neutral","sentiment_score":0.06685437658882659,"num_words":23,"start":1017.605,"end":1040.575},{"sentences":[{"text":"Correct.","start":1040.575,"end":1041.075,"sentiment":"neutral","sentiment_score":0.12321874499320984},{"text":"So for the meantime, I'll have this notated on the thirtieth.","start":1041.455,"end":1045.635,"sentiment":"neutral","sentiment_score":0.08486126261678609},{"text":"And in case prior to this you already move out, please call me.","start":1045.855,"end":1050.175,"sentiment":"neutral","sentiment_score":0.009820554405450821},{"text":"Okay?","start":1050.175,"end":1050.675,"sentiment":"neutral","sentiment_score":0.042201682925224304},{"text":"Let me know.","start":1051.0399,"end":1051.94,"sentiment":"neutral","sentiment_score":0.034002659221490227}],"sentiment":"neutral","sentiment_score":0.045812741435807325,"num_words":29,"start":1040.575,"end":1051.94},{"sentences":[{"text":"And then within today, I will be calling you.","start":1052.32,"end":1056.7999,"sentiment":"neutral","sentiment_score":0.05074563167161412},{"text":"Today or tomorrow, I'll be calling you about the checking with the twelve or twenty four month contract.","start":1056.7999,"end":1063.38,"sentiment":"neutral","sentiment_score":0.04868966651459535},{"text":"Okay?","start":1063.52,"end":1064.02,"sentiment":"neutral","sentiment_score":0.06991306692361832},{"text":"And then since you opted to what what do you call on this?","start":1064.32,"end":1070.3351,"sentiment":"neutral","sentiment_score":0.019524897090517558},{"text":"To have it until the thirtieth, you still have time to pay the current invoice.","start":1070.4751,"end":1076.3351,"sentiment":"neutral","sentiment_score":0.009719569608569146}],"sentiment":"neutral","sentiment_score":0.03219026706314513,"num_words":56,"start":1052.32,"end":1076.3351},{"sentences":[{"text":"Anyway, it will be due on the eleventh.","start":1076.635,"end":1078.655,"sentiment":"neutral","sentiment_score":0.04254985926672816},{"text":"Okay?","start":1078.795,"end":1079.295,"sentiment":"neutral","sentiment_score":0.0524803064763546},{"text":"Alright.","start":1080.9501,"end":1081.4501,"sentiment":"neutral","sentiment_score":0.007501584943383932},{"text":"Alright.","start":1082.87,"end":1083.37,"sentiment":"neutral","sentiment_score":0.062304913997650146},{"text":"Sure.","start":1083.51,"end":1083.99,"sentiment":"neutral","sentiment_score":0.031632643193006516}],"sentiment":"neutral","sentiment_score":0.04119319356201837,"num_words":12,"start":1076.635,"end":1083.99},{"sentences":[{"text":"So talk to you soon.","start":1083.99,"end":1085.37,"sentiment":"neutral","sentiment_score":0.24287337362766265},{"text":"I appreciate these details.","start":1085.67,"end":1087.29,"sentiment":"positive","sentiment_score":0.74280646443367},{"text":"Alright?","start":1088.0701,"end":1088.5701,"sentiment":"neutral","sentiment_score":0.27011027932167053},{"text":"You're welcome.","start":1089.11,"end":1089.93,"sentiment":"positive","sentiment_score":0.6518210470676422},{"text":"Have a good one, and be safe.","start":1089.99,"end":1091.8501,"sentiment":"positive","sentiment_score":0.6938254237174988}],"sentiment":"positive","sentiment_score":0.5587433192290758,"num_words":19,"start":1083.99,"end":1091.8501},{"sentences":[{"text":"Thank you.","start":1093.03,"end":1093.5901,"sentiment":"positive","sentiment_score":0.6052162051200867},{"text":"Bye.","start":1093.5901,"end":1094.0901,"sentiment":"neutral","sentiment_score":0.2228241264820099}],"sentiment":"positive","sentiment_score":0.4777521789073944,"num_words":3,"start":1093.03,"end":1094.0901}]}}]},{"alternatives":[{"transcript":"Hi there. I'm actually a a customer right now, but because I'm with me, I just want to disconnect my service. And so I'm doing how how can we process that today? Yes. Sure. Okay. Phone number, 043547 4660. Full full name will be Pin Chen Chen. It'll be twenty second June nineteen ninety. June. Yes. Yep. I'm moving now, sir. I want to disconnect my service. Yep. Yes. Yes. Yes. Hello. I thought my contract, it's only twelve months because I was the guy when I signed up with him, and I go with the the modem with you guys. And then he says only twelve month contract. Yeah. I I understand, but it's it's very weird because I'm I'm pretty sure the guy when I signed up, he said I only got twelve months contract. Yeah. Yeah. Yeah. Yeah. It's still very weird to me because I when I signed up, I had to call the guy. I couldn't sign up on my Internet, and he basically did everything for me because it was a new start here, and then my address wasn't in the system. So you have to do it manually one. And because at the beginning, I didn't want to go into any contract, but then he he mentioned all of you. It's better to go with you guys with the modem, and I have to be a top month contract. So that's why I okay. Then or I just go ahead. So I'm not sure how he set up the accounts, which is not agreed at the you know, it's not the same when we agreed. So would you be able to investigate this and then come back to me? Because, yeah, I'm not willing to pay the cancellation fee because there there must be something misleading there or maybe when we set up the the account set up properly. Yes. No. I can't remember. I figured that's more than, like, fourteen fourteen months ago. Right? Yeah. But I'm pretty sure I didn't set up by my own because my address was, you know it's pretty new. It's not in your system, so I have to call you behind. Yes. Yes. Yeah. Because I can yeah. So the the place I'm leaving here, it was very new. It was a new project site that's finished. And then that's why it's not in your system, so I couldn't do it on my own. And then, yeah, the the guy just set it up for me. Yeah. Yeah. It's all all the the the phone. Yeah. Yeah. I can't remember if I give you yeah. I can't remember if I received the card or the or the the bank details. It was a a direct debit. I remember maybe. Yeah. Yeah. But because at the beginning, I didn't want to go any any contract. But because he said more than more. So always more safer than you're more than but then you have to go into a twelve month contract. And then I said, okay. Let's let's do that. So I didn't know there's, like, a twenty four contract. Yes. In the next two days or, like, today. That was yeah. Yeah. Yes. Yeah. I'm happy to pay the yeah. Yes. No. I'm just want to cancel service with you guys now. Yeah. Today. Yeah. Yeah. Yep. Yes. Yes. Alright. Okay. So how do I pay your account? Do I go to the the profile? Yeah. Can I do it over the phone with you? It was 17 something. Alright. Can I yeah? I'll grab my account. 1779, is that? And that was the usage for Preventsmart. Yep. Yeah. Okay. Okay. So so when you come back, I might still have to pay for the cancellation fee. Is that right? Alright. Okay. So can I can I can can you can you confirm that first if that's okay? Then I'll I'll then I'll pay for my current outstanding. Hello? Can you can you can you, let me confirm if you'd be able to waive that, cancellation fee? And then if that's confirmed, then I'll I'll come back and pay my outstanding. Is that right? Yes. Yeah. Alright. Okay. So yeah. Okay. Alright. Sorry. Just give me a second. Alright? Can I see Alright? Yeah. Hi, sir. It's your day. Yeah. So I just discussed with my my family. So in in that case, can can we request the connection to be cut at all maybe the the the last day will be April 26. Yeah. Yeah. April. I I can I can still go and pay for the out current outstanding, but I'll probably request to have my disconnection later this month? Is that okay? Oh, sorry. Sir, I'll have my last day last day, April 30. Yeah. Yeah. Thursday. That will be my last day. Yeah. Yeah. Okay. Yes. I'm yeah. I'm moving out very soon, sir, but that can be my last day. Thirtieth. Yeah. Yeah. Yeah. Alright. Cool. Could I please have your number? Yep. Alright. Yep. Zero three. Yep. Yep. Yes. 13. 9 1318113. Okay. Yes. Yep. Okay. Yeah. Yeah. Okay. Yeah. No. I'll just click after this. Yeah. Alright. Thank you so much for your time. Alright. You too. Thank you. Bye 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I'm actually a a customer right now, but because I'm with me, I just want to disconnect my service. And so I'm doing how how can we process that today? Yes. Sure.\n\nOkay. Phone number, 043547 4660. Full full name will be Pin Chen Chen. It'll be twenty second June nineteen ninety. June.\n\nYes. Yep. I'm moving now, sir. I want to disconnect my service. Yep.\n\nYes. Yes. Yes. Hello. I thought my contract, it's only twelve months because I was the guy when I signed up with him, and I go with the the modem with you guys.\n\nAnd then he says only twelve month contract. Yeah. I I understand, but it's it's very weird because I'm I'm pretty sure the guy when I signed up, he said I only got twelve months contract. Yeah. Yeah.\n\nYeah. Yeah. It's still very weird to me because I when I signed up, I had to call the guy. I couldn't sign up on my Internet, and he basically did everything for me because it was a new start here, and then my address wasn't in the system. So you have to do it manually one.\n\nAnd because at the beginning, I didn't want to go into any contract, but then he he mentioned all of you. It's better to go with you guys with the modem, and I have to be a top month contract. So that's why I okay. Then or I just go ahead. So I'm not sure how he set up the accounts, which is not agreed at the you know, it's not the same when we agreed.\n\nSo would you be able to investigate this and then come back to me? Because, yeah, I'm not willing to pay the cancellation fee because there there must be something misleading there or maybe when we set up the the account set up properly. Yes. No. I can't remember.\n\nI figured that's more than, like, fourteen fourteen months ago. Right? Yeah. But I'm pretty sure I didn't set up by my own because my address was, you know it's pretty new. It's not in your system, so I have to call you behind.\n\nYes. Yes. Yeah. Because I can yeah. So the the place I'm leaving here, it was very new.\n\nIt was a new project site that's finished. And then that's why it's not in your system, so I couldn't do it on my own. And then, yeah, the the guy just set it up for me. Yeah. Yeah.\n\nIt's all all the the the phone. Yeah. Yeah. I can't remember if I give you yeah. I can't remember if I received the card or the or the the bank details.\n\nIt was a a direct debit. I remember maybe. Yeah. Yeah. But because at the beginning, I didn't want to go any any contract.\n\nBut because he said more than more. So always more safer than you're more than but then you have to go into a twelve month contract. And then I said, okay. Let's let's do that. So I didn't know there's, like, a twenty four contract.\n\nYes. In the next two days or, like, today. That was yeah. Yeah. Yes.\n\nYeah. I'm happy to pay the yeah. Yes. No. I'm just want to cancel service with you guys now.\n\nYeah. Today. Yeah. Yeah. Yep.\n\nYes. Yes. Alright. Okay. So how do I pay your account?\n\nDo I go to the the profile? Yeah. Can I do it over the phone with you? It was 17 something. Alright.\n\nCan I yeah? I'll grab my account. 1779, is that? And that was the usage for Preventsmart. Yep.\n\nYeah. Okay. Okay. So so when you come back, I might still have to pay for the cancellation fee. Is that right?\n\nAlright. Okay. So can I can I can can you can you confirm that first if that's okay? Then I'll I'll then I'll pay for my current outstanding. Hello?\n\nCan you can you can you, let me confirm if you'd be able to waive that, cancellation fee? And then if that's confirmed, then I'll I'll come back and pay my outstanding. Is that right? Yes. Yeah.\n\nAlright. Okay. So yeah. Okay. Alright.\n\nSorry. Just give me a second. Alright? Can I see Alright? Yeah.\n\nHi, sir. It's your day. Yeah. So I just discussed with my my family. So in in that case, can can we request the connection to be cut at all maybe the the the last day will be April 26.\n\nYeah. Yeah. April. I I can I can still go and pay for the out current outstanding, but I'll probably request to have my disconnection later this month? Is that okay?\n\nOh, sorry. Sir, I'll have my last day last day, April 30. Yeah. Yeah. Thursday.\n\nThat will be my last day. Yeah. Yeah. Okay. Yes.\n\nI'm yeah. I'm moving out very soon, sir, but that can be my last day. Thirtieth. Yeah. Yeah.\n\nYeah. Alright. Cool. Could I please have your number? Yep.\n\nAlright. Yep. Zero three. Yep. Yep.\n\nYes. 13. 9 1318113. Okay. Yes.\n\nYep. Okay. Yeah. Yeah. Okay.\n\nYeah. No. I'll just click after this. Yeah. Alright.\n\nThank you so much for your time. Alright. You too. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi there.","start":6.24,"end":6.98,"sentiment":"neutral","sentiment_score":0.045412974432110786},{"text":"I'm actually a a customer right now, but because I'm with me, I just want to disconnect my service.","start":7.44,"end":14.099999,"sentiment":"neutral","sentiment_score":-0.044606331049611696},{"text":"And so I'm doing how how can we process that today?","start":14.724999,"end":19.385,"sentiment":"neutral","sentiment_score":0.05288431928916411},{"text":"Yes.","start":26.244999,"end":26.744999,"sentiment":"neutral","sentiment_score":0.031658995896577835},{"text":"Sure.","start":31.32,"end":31.82,"sentiment":"neutral","sentiment_score":0.0738416463136673}],"sentiment":"neutral","sentiment_score":-0.0020431231378632434,"num_words":34,"start":6.24,"end":31.82},{"sentences":[{"text":"Okay.","start":35.72,"end":36.22,"sentiment":"neutral","sentiment_score":0.02644397504627705},{"text":"Phone number, 043547 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guys.","start":140.255,"end":152.5,"sentiment":"neutral","sentiment_score":-0.19020514781105108}],"sentiment":"neutral","sentiment_score":-0.16770104330145952,"num_words":33,"start":109.975,"end":152.5},{"sentences":[{"text":"And then he says only twelve month contract.","start":152.5,"end":154.84,"sentiment":"neutral","sentiment_score":-0.17640233412384987},{"text":"Yeah.","start":167.96,"end":168.46,"sentiment":"neutral","sentiment_score":0.024077044799923897},{"text":"I I understand, but it's it's very weird because I'm I'm pretty sure the guy when I signed up, he said I only got twelve months 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because he said more than more.","start":405.66498,"end":407.845,"sentiment":"neutral","sentiment_score":-0.12148264582668032},{"text":"So always more safer than you're more than but then you have to go into a twelve month contract.","start":408.625,"end":414.145,"sentiment":"neutral","sentiment_score":-0.13532220121277005},{"text":"And then I said, okay.","start":414.145,"end":414.94498,"sentiment":"neutral","sentiment_score":-0.045189927145838735},{"text":"Let's let's do that.","start":414.94498,"end":416.245,"sentiment":"neutral","sentiment_score":-0.012730179587379098},{"text":"So I didn't know there's, like, a twenty four contract.","start":416.38498,"end":418.965,"sentiment":"neutral","sentiment_score":-0.08395200334489346}],"sentiment":"neutral","sentiment_score":-0.10084201625237862,"num_words":45,"start":405.66498,"end":418.965},{"sentences":[{"text":"Yes.","start":429.38,"end":429.88,"sentiment":"neutral","sentiment_score":0.0268352422863245},{"text":"In the next two days or, 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how do I pay your account?","start":568.64,"end":570.755,"sentiment":"neutral","sentiment_score":0.0563389536525522}],"sentiment":"neutral","sentiment_score":0.05187434296716343,"num_words":11,"start":531.88995,"end":570.755},{"sentences":[{"text":"Do I go to the the profile?","start":570.755,"end":573.415,"sentiment":"neutral","sentiment_score":0.04859901086560318},{"text":"Yeah.","start":600.375,"end":600.875,"sentiment":"neutral","sentiment_score":0.1019446849822998},{"text":"Can I do it over the phone with you?","start":602.45496,"end":603.975,"sentiment":"neutral","sentiment_score":0.09787943959236145},{"text":"It was 17 something.","start":603.975,"end":606.315,"sentiment":"neutral","sentiment_score":0.02822401886805892},{"text":"Alright.","start":606.45496,"end":606.855,"sentiment":"neutral","sentiment_score":0.0832313597202301}],"sentiment":"neutral","sentiment_score":0.06905364329842004,"num_words":22,"start":570.755,"end":606.855},{"sentences":[{"text":"Can I 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right?","start":707.54,"end":708.44,"sentiment":"neutral","sentiment_score":-0.006183731059233348}],"sentiment":"neutral","sentiment_score":-0.07281364339657805,"num_words":22,"start":669.93,"end":708.44},{"sentences":[{"text":"Alright.","start":729.62,"end":730.12,"sentiment":"neutral","sentiment_score":0.14319199323654175},{"text":"Okay.","start":732.26,"end":732.76,"sentiment":"neutral","sentiment_score":0.13962726294994354},{"text":"So can I can I can can you can you confirm that first if that's okay?","start":733.86005,"end":738.97504,"sentiment":"neutral","sentiment_score":0.168352578766644},{"text":"Then I'll I'll then I'll pay for my current outstanding.","start":738.97504,"end":742.59503,"sentiment":"neutral","sentiment_score":0.03839398473501206},{"text":"Hello?","start":748.58997,"end":749.08997,"sentiment":"neutral","sentiment_score":-0.02938959002494812}],"sentiment":"neutral","sentiment_score":0.11486244047510213,"num_words":29,"start":729.62,"end":749.08997},{"sentences":[{"text":"Can you can you can you, let me confirm if you'd be able to waive that, cancellation fee?","start":753.79,"end":761.64996,"sentiment":"neutral","sentiment_score":-0.05065851208443443},{"text":"And then if that's confirmed, then I'll I'll come back and pay my outstanding.","start":762.135,"end":766.875,"sentiment":"neutral","sentiment_score":-0.004529546414102826},{"text":"Is that right?","start":767.09503,"end":767.91504,"sentiment":"neutral","sentiment_score":0.039095129196842514},{"text":"Yes.","start":772.61505,"end":773.11505,"sentiment":"neutral","sentiment_score":0.0024519115686416626},{"text":"Yeah.","start":793.005,"end":793.505,"sentiment":"neutral","sentiment_score":-0.10664673894643784}],"sentiment":"neutral","sentiment_score":-0.026004765056879132,"num_words":37,"start":753.79,"end":793.505},{"sentences":[{"text":"Alright.","start":800.205,"end":800.705,"sentiment":"neutral","sentiment_score":0.019378384575247765},{"text":"Okay.","start":800.925,"end":801.425,"sentiment":"neutral","sentiment_score":0.04425806552171707},{"text":"So yeah.","start":803.01,"end":813.17,"sentiment":"neutral","sentiment_score":0.0476502925157547},{"text":"Okay.","start":813.17,"end":813.67,"sentiment":"neutral","sentiment_score":0.036704886704683304},{"text":"Alright.","start":813.89,"end":814.39,"sentiment":"neutral","sentiment_score":0.04109669849276543}],"sentiment":"neutral","sentiment_score":0.03945643672098716,"num_words":6,"start":800.205,"end":814.39},{"sentences":[{"text":"Sorry.","start":815.41003,"end":815.91003,"sentiment":"neutral","sentiment_score":-0.028365416452288628},{"text":"Just give me a second.","start":816.005,"end":816.96497,"sentiment":"neutral","sentiment_score":-0.02787824384868145},{"text":"Alright?","start":816.96497,"end":817.46497,"sentiment":"neutral","sentiment_score":0.025944402441382408},{"text":"Can I see Alright?","start":817.52496,"end":820.345,"sentiment":"neutral","sentiment_score":0.037772838957607746},{"text":"Yeah.","start":876.20496,"end":876.70496,"sentiment":"neutral","sentiment_score":0.07582589238882065}],"sentiment":"neutral","sentiment_score":0.007092084580411513,"num_words":12,"start":815.41003,"end":876.70496},{"sentences":[{"text":"Hi, sir.","start":892.27997,"end":892.83997,"sentiment":"neutral","sentiment_score":0.1560816764831543},{"text":"It's your day.","start":892.83997,"end":893.74,"sentiment":"neutral","sentiment_score":0.1801089644432068},{"text":"Yeah.","start":895.965,"end":896.465,"sentiment":"neutral","sentiment_score":-0.011871261522173882},{"text":"So I just discussed with my my family.","start":897.165,"end":900.925,"sentiment":"neutral","sentiment_score":-0.037793620489537716},{"text":"So in in that case, can can we request the connection to be cut at all maybe the the the last day will be April 26.","start":900.925,"end":912.74,"sentiment":"neutral","sentiment_score":-0.04572966472747234}],"sentiment":"neutral","sentiment_score":-0.01626753155142069,"num_words":40,"start":892.27997,"end":912.74},{"sentences":[{"text":"Yeah.","start":916.56,"end":917.06,"sentiment":"neutral","sentiment_score":-0.011846457608044147},{"text":"Yeah.","start":919.36,"end":919.86,"sentiment":"neutral","sentiment_score":-0.024349220097064972},{"text":"April.","start":920.32,"end":920.82,"sentiment":"neutral","sentiment_score":-0.041888073086738586},{"text":"I I can I can still go and pay for the out current outstanding, but I'll probably request to have my disconnection later this month?","start":921.215,"end":929.53503,"sentiment":"neutral","sentiment_score":-0.10153518795967102},{"text":"Is that okay?","start":929.53503,"end":930.355,"sentiment":"neutral","sentiment_score":-0.04288784911235174}],"sentiment":"neutral","sentiment_score":-0.0885524837780864,"num_words":31,"start":916.56,"end":930.355},{"sentences":[{"text":"Oh, sorry.","start":937.62,"end":938.36,"sentiment":"neutral","sentiment_score":-0.2942703142762184},{"text":"Sir, I'll have my last day last day, April 30.","start":939.06,"end":946.6,"sentiment":"neutral","sentiment_score":-0.29986622333526614},{"text":"Yeah.","start":949.94,"end":950.44,"sentiment":"neutral","sentiment_score":-0.023504193872213364},{"text":"Yeah.","start":954.79504,"end":955.195,"sentiment":"neutral","sentiment_score":0.0010891258716583252},{"text":"Thursday.","start":955.195,"end":955.695,"sentiment":"neutral","sentiment_score":-0.020237751305103305}],"sentiment":"neutral","sentiment_score":-0.24199037874738374,"num_words":15,"start":937.62,"end":955.695},{"sentences":[{"text":"That will be my last day.","start":956.075,"end":957.775,"sentiment":"neutral","sentiment_score":-0.1098938025534153},{"text":"Yeah.","start":962.715,"end":963.215,"sentiment":"neutral","sentiment_score":0.11483843624591827},{"text":"Yeah.","start":968.64996,"end":969.14996,"sentiment":"neutral","sentiment_score":0.15251457691192627},{"text":"Okay.","start":972.81,"end":973.31,"sentiment":"neutral","sentiment_score":0.030745845288038257},{"text":"Yes.","start":979.20996,"end":979.575,"sentiment":"neutral","sentiment_score":0.008194247260689735}],"sentiment":"neutral","sentiment_score":-0.035306970961391924,"num_words":10,"start":956.075,"end":979.575},{"sentences":[{"text":"I'm yeah.","start":980.375,"end":981.895,"sentiment":"neutral","sentiment_score":-0.03069688379764557},{"text":"I'm moving out very soon, sir, but that can be my last day.","start":981.895,"end":985.35504,"sentiment":"neutral","sentiment_score":-0.14233162884528822},{"text":"Thirtieth.","start":985.575,"end":986.075,"sentiment":"neutral","sentiment_score":-0.03884568065404892},{"text":"Yeah.","start":987.895,"end":988.395,"sentiment":"neutral","sentiment_score":0.00004412047564983368},{"text":"Yeah.","start":993.335,"end":993.835,"sentiment":"neutral","sentiment_score":0.035868387669324875}],"sentiment":"neutral","sentiment_score":-0.10636878417183955,"num_words":18,"start":980.375,"end":993.835},{"sentences":[{"text":"Yeah.","start":996.11005,"end":996.61005,"sentiment":"neutral","sentiment_score":0.07040981203317642},{"text":"Alright.","start":1006.51,"end":1006.99005,"sentiment":"neutral","sentiment_score":0.1603998988866806},{"text":"Cool.","start":1006.99005,"end":1007.49005,"sentiment":"neutral","sentiment_score":0.17083989083766937},{"text":"Could I please have your number?","start":1007.87006,"end":1009.57,"sentiment":"neutral","sentiment_score":0.10474737733602524},{"text":"Yep.","start":1017.54504,"end":1018.04504,"sentiment":"neutral","sentiment_score":0.0835886225104332}],"sentiment":"neutral","sentiment_score":0.1113722488284111,"num_words":10,"start":996.11005,"end":1018.04504},{"sentences":[{"text":"Alright.","start":1020.505,"end":1021.005,"sentiment":"neutral","sentiment_score":0.11731478571891785},{"text":"Yep.","start":1022.825,"end":1023.325,"sentiment":"neutral","sentiment_score":0.05273249372839928},{"text":"Zero three.","start":1025.08,"end":1025.98,"sentiment":"neutral","sentiment_score":0.03032177034765482},{"text":"Yep.","start":1028.0399,"end":1028.5399,"sentiment":"neutral","sentiment_score":0.01915660500526428},{"text":"Yep.","start":1030.6799,"end":1031.1799,"sentiment":"neutral","sentiment_score":0.017139354720711708}],"sentiment":"neutral","sentiment_score":0.04449779664476713,"num_words":6,"start":1020.505,"end":1031.1799},{"sentences":[{"text":"Yes.","start":1035.1599,"end":1035.6599,"sentiment":"neutral","sentiment_score":0.02307841554284096},{"text":"13.","start":1035.72,"end":1036.62,"sentiment":"neutral","sentiment_score":0.017879556864500046},{"text":"9 1318113.","start":1037.075,"end":1039.8151,"sentiment":"neutral","sentiment_score":0.01614228030666709},{"text":"Okay.","start":1039.955,"end":1040.455,"sentiment":"neutral","sentiment_score":0.05491160601377487},{"text":"Yes.","start":1041.475,"end":1041.975,"sentiment":"neutral","sentiment_score":0.10893859714269638}],"sentiment":"neutral","sentiment_score":0.03951545602952441,"num_words":6,"start":1035.1599,"end":1041.975},{"sentences":[{"text":"Yep.","start":1046.275,"end":1046.775,"sentiment":"neutral","sentiment_score":0.021429454907774925},{"text":"Okay.","start":1051.395,"end":1051.895,"sentiment":"neutral","sentiment_score":0.034325484186410904},{"text":"Yeah.","start":1052.275,"end":1052.73,"sentiment":"neutral","sentiment_score":0.0681619644165039},{"text":"Yeah.","start":1078.825,"end":1079.325,"sentiment":"neutral","sentiment_score":0.036809392273426056},{"text":"Okay.","start":1079.625,"end":1080.125,"sentiment":"neutral","sentiment_score":0.02972600795328617}],"sentiment":"neutral","sentiment_score":0.03809046074748039,"num_words":5,"start":1046.275,"end":1080.125},{"sentences":[{"text":"Yeah.","start":1080.1849,"end":1080.585,"sentiment":"neutral","sentiment_score":0.001865362748503685},{"text":"No.","start":1080.585,"end":1080.985,"sentiment":"neutral","sentiment_score":-0.052178457379341125},{"text":"I'll just click after this.","start":1080.985,"end":1082.525,"sentiment":"neutral","sentiment_score":0.02519882470369339},{"text":"Yeah.","start":1083.4601,"end":1083.9601,"sentiment":"neutral","sentiment_score":0.06465382874011993},{"text":"Alright.","start":1087.78,"end":1088.18,"sentiment":"positive","sentiment_score":0.42961061000823975}],"sentiment":"neutral","sentiment_score":0.06332727418177658,"num_words":9,"start":1080.1849,"end":1088.18},{"sentences":[{"text":"Thank you so much for your time.","start":1088.18,"end":1090.1201,"sentiment":"positive","sentiment_score":0.7191634433610099},{"text":"Alright.","start":1092.1001,"end":1092.42,"sentiment":"positive","sentiment_score":0.3709074854850769},{"text":"You too.","start":1092.42,"end":1092.8201,"sentiment":"positive","sentiment_score":0.41695837676525116},{"text":"Thank you.","start":1092.8201,"end":1093.38,"sentiment":"positive","sentiment_score":0.7029875814914703},{"text":"Bye bye.","start":1093.38,"end":1094.2001,"sentiment":"neutral","sentiment_score":0.0765310525894165}],"sentiment":"positive","sentiment_score":0.5570004007646016,"num_words":14,"start":1088.18,"end":1094.2001}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. Thank you so much for calling your account. How may I help you today?\n\nChannel 1: Hi there. I'm actually a a customer right now, but because I'm with me, I just want to disconnect my service. And so I'm doing how how can we process that today?\n\nChannel 0: Mhmm. I'm so sorry to hear about that. But we appreciate your call today, and I would love to assist you. I will just\n\nChannel 1: Yes.\n\nChannel 0: need to pull out your account here and do some verification for security measure. Please\n\nChannel 1: Sure.\n\nChannel 0: confirm your phone number and your full name.\n\nChannel 1: Okay. Phone number, 043547\n\nChannel 0: Mhmm.\n\nChannel 1: 4660.\n\nChannel 0: Okay. Thank you\n\nChannel 1: Full\n\nChannel 0: so much.\n\nChannel 1: full name will be Pin Chen Chen.\n\nChannel 0: Thank you, Ping Chen Chang. And your birthday, please?\n\nChannel 1: It'll be twenty second June nineteen ninety.\n\nChannel 0: Thank you so much. You said June?\n\nChannel 1: June. Yes.\n\nChannel 0: Oh, okay. One moment. Let me just go over to your account. Okay?\n\nChannel 1: Yep.\n\nChannel 0: Just bear with me. And you said you are moving in or moving out from this address?\n\nChannel 1: I'm moving now, sir. I want to disconnect my service.\n\nChannel 0: Mm-mm. Got it. One moment. I'm just trying to check some details in here.\n\nChannel 1: Yep.\n\nChannel 0: Bear with me. January 6. Okay. So I could see in here, we respect your decision if you would like to if you needed to cancel your service due to this moving out.\n\nChannel 1: Yes.\n\nChannel 0: However, I do see in here that you signed up for twenty four month contract. So, technically, the cancellation fee applies on your account. So you have to pay cancellation fee, total amount of $132,\n\nChannel 1: Yes.\n\nChannel 0: and then your current invoice, which is $79.95. What date do you prefer to go ahead and proceed with your service cancellation? When\n\nChannel 1: Yes.\n\nChannel 0: are you moving out?\n\nChannel 1: Hello. I thought my contract, it's only twelve months because I was the guy when I signed up with him, and I go with the the modem with you guys. And then he says only twelve month contract.\n\nChannel 0: Oh, I understand that. However, as per review, I'm showing here, if you would like, I can send you the the copy when we have you\n\nChannel 1: Yeah.\n\nChannel 0: since January 6. And then what you have is twenty four month contract showing from the record. If you would like, I can also send you this to your email\n\nChannel 1: I\n\nChannel 0: address for\n\nChannel 1: I\n\nChannel 0: your\n\nChannel 1: understand,\n\nChannel 0: reference.\n\nChannel 1: but it's it's very weird because I'm I'm pretty sure the guy when I signed up, he said I only got twelve months contract.\n\nChannel 0: Oh, isn't it\n\nChannel 1: Yeah.\n\nChannel 0: you who isn't it when you sign up, you are the one who process it. And then when when you are processing your order through the site, you do have an option to select either no contract, twelve month contract, and twenty four month contract. And I'm showing here that you selected twenty four month contract, and it's also one moment, please. It's\n\nChannel 1: Yeah.\n\nChannel 0: also uploaded from your account. If you are logging in to your customer account, you will\n\nChannel 1: Yeah.\n\nChannel 0: be able to see it's uploaded that day, 06/05/2025, the twenty four month contract agreement showing on your account.\n\nChannel 1: Yeah. It's still very weird to me because I when I signed up, I had to call the guy. I couldn't sign up on my Internet, and he basically did everything for me because it was a new start here, and then my address wasn't in the system. So you have to do it manually one. And because at the beginning, I didn't want to go into any contract, but then he he mentioned all of you.\n\nIt's better to go with you guys with the modem, and I have to be a top month contract. So that's why I okay. Then or I just go ahead. So I'm not sure how he set up the accounts, which is not agreed at the you know, it's not the same when we agreed. So would you be able to investigate this and then come back to me?\n\nBecause, yeah, I'm not willing to pay the cancellation fee because there there must be something misleading there or maybe when we set up the the account set up properly.\n\nChannel 0: I understand your point. And who was the guy\n\nChannel 1: Yes.\n\nChannel 0: that you spoke to to help us to further check on our end?\n\nChannel 1: No. I can't remember. I figured that's\n\nChannel 0: Can't\n\nChannel 1: more than,\n\nChannel 0: remember.\n\nChannel 1: like, fourteen fourteen months ago. Right? Yeah. But I'm pretty sure\n\nChannel 0: My\n\nChannel 1: I\n\nChannel 0: address.\n\nChannel 1: didn't set up by my own because my address was, you know it's pretty new. It's not in your system, so I have to call you behind.\n\nChannel 0: So you're telling me you set up or you process the order over the phone with\n\nChannel 1: Yes.\n\nChannel 0: our representative?\n\nChannel 1: Yes. Yeah. Because I can\n\nChannel 0: Got it.\n\nChannel 1: yeah. So the the place I'm leaving here, it was very new. It was a new project site that's finished. And then that's why it's not in your system, so I couldn't do it on my own. And then, yeah, the the guy just set it up for me.\n\nChannel 0: Yeah. I understand that they just set it up for you. What what I'm trying to confirm in that way, it will help us to further track and investigate that you're telling me that you are not the one who processed your order through the website, putting your card details, processing the initial payment, putting the card number, and everything?\n\nChannel 1: Yeah. Yeah. It's all all the the the phone.\n\nChannel 0: Mhmm. So you're giving your details over the phone while processing the orders on the site.\n\nChannel 1: Yeah.\n\nChannel 0: And then they mentioned\n\nChannel 1: Yeah. I\n\nChannel 0: to\n\nChannel 1: can't\n\nChannel 0: you that\n\nChannel 1: remember if\n\nChannel 0: you\n\nChannel 1: I\n\nChannel 0: are\n\nChannel 1: give you yeah. I\n\nChannel 0: on\n\nChannel 1: can't\n\nChannel 0: the\n\nChannel 1: remember\n\nChannel 0: twelve\n\nChannel 1: if I\n\nChannel 0: month?\n\nChannel 1: received the card or the or the the bank details. It was a a direct debit. I remember maybe. Yeah. Yeah.\n\nBut because at the beginning, I didn't want to go any any contract. But because he said more than more. So always more safer\n\nChannel 0: Yes.\n\nChannel 1: than you're more than but then you have to go into a twelve month contract. And then I said, okay. Let's let's do that. So I didn't know there's, like, a twenty four contract.\n\nChannel 0: I got it. I appreciate the details that you shared. It will help us to further track and investigate, and then\n\nChannel 1: Yes.\n\nChannel 0: we'll get back to you. But since I have you in the line, what is your preferred date to cancel it?\n\nChannel 1: In the next two days or, like, today.\n\nChannel 0: May I\n\nChannel 1: That was\n\nChannel 0: oh,\n\nChannel 1: yeah.\n\nChannel 0: today?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. One moment. Let me just\n\nChannel 1: Yes.\n\nChannel 0: so if today you have to settle the outstanding, you have, which is $79.95.\n\nChannel 1: Yeah. I'm happy to pay\n\nChannel 0: One\n\nChannel 1: the\n\nChannel 0: moment. Let\n\nChannel 1: yeah.\n\nChannel 0: me check here. Oh, today seven. Okay. $8.03 7. Okay.\n\nSo here's what we are going to do.\n\nChannel 1: Yes.\n\nChannel 0: I'll I've already take note that you would like. Or do you have would you like to check or give us your address in case we can provide you the service to your new address?\n\nChannel 1: No. I'm just want to cancel service with you guys now.\n\nChannel 0: Mhmm. Okay.\n\nChannel 1: Yeah. Today.\n\nChannel 0: I I respect that. Not a problem. So\n\nChannel 1: Yeah.\n\nChannel 0: here's the thing. Please do me a favor. After this call, kindly process your outstanding balance for this month, $79.90\n\nChannel 1: Yeah.\n\nChannel 0: 5¢. In that way, I could go ahead and up check it on my end and show to them that\n\nChannel 1: Yep.\n\nChannel 0: you already paid your outstanding invoice, and then I'll let them know what you have. You agreed prior when they put your connection, and then I'll update you. Okay? In\n\nChannel 1: Yes.\n\nChannel 0: reference to the twelve versus twelve months that you verbally agreed with our representative when the time that they put your service versus the twenty four month documented in four month documented, in reference with the order receipt. Okay? So I could tell\n\nChannel 1: Yes.\n\nChannel 0: them that, hey. This customer is telling something like this, and, he wanted to cancel the service today. He already paid the current invoice and so on and so forth. So we can proceed smoothly and accordingly. And then I'll just call you back.\n\nIs that okay?\n\nChannel 1: Alright. Okay. So\n\nChannel 0: Alright.\n\nChannel 1: how do I pay your account? Do I go to the the profile?\n\nChannel 0: Yes. Definitely. If you would like me to help you to process the payment over the phone, I would love to do that. But if you would like or prefer to do it, you can do with the same thing that you have it through the site or the ANZ portal. Put your username, password, and then your card details.\n\nYou've already did that previous months. Right? You have the username and password?\n\nChannel 1: Yeah. Can I do it over the phone with you? It was 17\n\nChannel 0: Yeah.\n\nChannel 1: something. Alright. Can I\n\nChannel 0: 70\n\nChannel 1: yeah? I'll grab\n\nChannel 0: 9.\n\nChannel 1: my\n\nChannel 0: Okay. Sure. Let me do it for you. Not a problem. One moment.\n\nI'll just go to that payment page.\n\nChannel 1: account. 1779, is that?\n\nChannel 0: No. No. No. $79.95. $79.95.\n\nChannel 1: And that was the usage for Preventsmart.\n\nChannel 0: For for yeah. This is\n\nChannel 1: Yep.\n\nChannel 0: your this is your current invoice. This is your current invoice. Because, basically, we're we're also providing you a courtesy. Because if our customer is canceling, they have to provide thirty days notice to to have it prepared to the network and let them know that this service is no longer needed by this date. Because we're paying in advance to the network.\n\nReason why we're really asking our customer to provide thirty days notice. However, in your case, we're also providing a courtesy to accept your advice today. Right? This is\n\nChannel 1: Yeah.\n\nChannel 0: like a urgent advice that you're canceling it. Just you just called in today, and then you would like it today. So we're just accepting that as a courtesy because we valued you as our customer, of course. So you still need to pay the outstanding balance for this current month.\n\nChannel 1: Okay.\n\nChannel 0: And then for the cancellation fee about the 12 versus 24, I have to check that and then get back to you. Then we can proceed with the cancellation, whatever is the\n\nChannel 1: Okay.\n\nChannel 0: outcome of\n\nChannel 1: So\n\nChannel 0: the\n\nChannel 1: so\n\nChannel 0: investigation.\n\nChannel 1: when you come\n\nChannel 0: Alright.\n\nChannel 1: back, I might still have to pay for the cancellation fee. Is that right?\n\nChannel 0: Yeah. I have to check first, of course. Because on my end, I really would love to hey. Yeah. Go ahead and not just pay this, but I have to check this on our end as well.\n\nBut rest assured, I'll call you before end of business days today to have this process accordingly.\n\nChannel 1: Alright. Okay. So can I can I can can you can you confirm that first if that's okay? Then I'll I'll then I'll pay for my current outstanding. Hello?\n\nChannel 0: Sir sorry. You caught up. What what what is that again? I just heard outstanding.\n\nChannel 1: Can you can you can you, let me confirm if you'd be able to waive that, cancellation fee? And then if that's confirmed, then I'll I'll come back and pay my outstanding. Is that right?\n\nChannel 0: It's alright for me personally, but\n\nChannel 1: Yes.\n\nChannel 0: better is you have to pay this now. In that way, I could show them this customer already paid. Can we waive this? Because he has the impression or he knew that it's only a twelve month contract. Because if if they see that you still have a outstanding for this current invoice, Why\n\nChannel 1: Yeah.\n\nChannel 0: you're asking to waive the cancellation if the customer did not pay yet the current invoice? Something like that. You know what I mean?\n\nChannel 1: Alright. Okay. So\n\nChannel 0: But rest assured I'll get back to you because your your request is really a vital request, of course.\n\nChannel 1: yeah. Okay. Alright. Sorry. Just give me a second.\n\nAlright? Can\n\nChannel 0: Sure.\n\nChannel 1: I see\n\nChannel 0: I'll be on the line. No rush. Okay?\n\nChannel 1: Alright?\n\nChannel 0: I'll be on the line. Just let me know.\n\nChannel 1: Yeah. Hi, sir. It's your day.\n\nChannel 0: Yeah. I'm still on the line.\n\nChannel 1: Yeah. So I just discussed with my my family. So in in that case, can can we request the connection to be cut at all maybe the the the last day will be April 26.\n\nChannel 0: Let me check. You said\n\nChannel 1: Yeah.\n\nChannel 0: what date in April?\n\nChannel 1: Yeah. April. I I can I can still go and pay for the out current outstanding, but I'll probably request to have my disconnection later this month? Is that okay?\n\nChannel 0: Yeah. So you're requesting to disconnect the service. Which date? I'm having a hard time to hear you. I'm sorry.\n\nChannel 1: Oh, sorry. Sir, I'll have my last day last day, April 30.\n\nChannel 0: Thirtieth. Let me\n\nChannel 1: Yeah.\n\nChannel 0: check. Yes. Thursday.\n\nChannel 1: Yeah. Thursday.\n\nChannel 0: So\n\nChannel 1: That will be my last day.\n\nChannel 0: Yeah. That would be fine. It's still covered the current invoice. So\n\nChannel 1: Yeah.\n\nChannel 0: if you would like to still use the service until the thirtieth, that would\n\nChannel 1: Yeah.\n\nChannel 0: be fine. I can endorse it to our tech team\n\nChannel 1: Okay.\n\nChannel 0: to have it canceled on the thirtieth. But until thirtieth, you're still in this address?\n\nChannel 1: Yes. I'm\n\nChannel 0: Oh.\n\nChannel 1: yeah. I'm moving out very soon, sir, but that can be my last day. Thirtieth.\n\nChannel 0: Oh, okay. But\n\nChannel 1: Yeah.\n\nChannel 0: in case that you move out prior to this date,\n\nChannel 1: Yeah.\n\nChannel 0: just send us an email\n\nChannel 1: Yeah.\n\nChannel 0: or just give me a call. I can give you my direct phone number if you would like. In that way, we can process it accordingly as well.\n\nChannel 1: Alright. Cool. Could I please have your number?\n\nChannel 0: Sure. Because we don't want to have your account to be online and then you you no longer there.\n\nChannel 1: Yep.\n\nChannel 0: So we have to make sure it's secured as well. So\n\nChannel 1: Alright.\n\nChannel 0: here's my direct number here.\n\nChannel 1: Yep.\n\nChannel 0: It's 03\n\nChannel 1: Zero three.\n\nChannel 0: 91\n\nChannel 1: Yep.\n\nChannel 0: 21\n\nChannel 1: Yep.\n\nChannel 0: 8113.\n\nChannel 1: Yes. 13. 9\n\nChannel 0: Yeah.\n\nChannel 1: 1318113. Okay.\n\nChannel 0: Yes. Correct. So\n\nChannel 1: Yes.\n\nChannel 0: for the meantime, I'll have this notated on the thirtieth. And in case\n\nChannel 1: Yep.\n\nChannel 0: prior to this you already move out, please call me. Okay? Let me\n\nChannel 1: Okay.\n\nChannel 0: know.\n\nChannel 1: Yeah.\n\nChannel 0: And then within today, I will be calling you. Today or tomorrow, I'll be calling you about the checking with the twelve or twenty four month contract. Okay? And then since you opted to what what do you call on this? To have it until the thirtieth, you still have time to pay the current invoice.\n\nAnyway, it will be due on the eleventh. Okay?\n\nChannel 1: Yeah. Okay. Yeah. No.\n\nChannel 0: Alright.\n\nChannel 1: I'll just click after this.\n\nChannel 0: Alright.\n\nChannel 1: Yeah.\n\nChannel 0: Sure. So talk to you soon. I appreciate these details.\n\nChannel 1: Alright.\n\nChannel 0: Alright?\n\nChannel 1: Thank you so much\n\nChannel 0: You're\n\nChannel 1: for\n\nChannel 0: welcome.\n\nChannel 1: your time.\n\nChannel 0: Have a good one, and be safe.\n\nChannel 1: Alright. You too. Thank\n\nChannel 0: Thank\n\nChannel 1: you.\n\nChannel 0: you.\n\nChannel 1: Bye\n\nChannel 0: Bye.\n\nChannel 1: bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.88,"end":1.1999999,"sentiment":"positive","sentiment_score":0.368543803691864},{"text":"Good afternoon.","start":1.1999999,"end":1.92,"sentiment":"positive","sentiment_score":0.5660930871963501},{"text":"Thank you so much for calling your account.","start":1.92,"end":3.9399998,"sentiment":"positive","sentiment_score":0.7387159988284111},{"text":"How may I help you today?","start":4.08,"end":5.2999997,"sentiment":"positive","sentiment_score":0.6542107462882996}],"sentiment":"positive","sentiment_score":0.6668072027318618,"channel":0,"num_words":17,"start":0.88,"end":5.2999997},{"sentences":[{"text":"Hi there.","start":6.24,"end":6.98,"sentiment":"neutral","sentiment_score":0.045412974432110786},{"text":"I'm actually a a customer right now, but because I'm with me, I just want to disconnect my service.","start":7.44,"end":14.099999,"sentiment":"neutral","sentiment_score":-0.044606331049611696},{"text":"And so I'm doing how how can we process that today?","start":14.724999,"end":19.385,"sentiment":"neutral","sentiment_score":0.05288431928916411}],"sentiment":"neutral","sentiment_score":-0.005467713403049856,"channel":1,"num_words":32,"start":6.24,"end":19.385},{"sentences":[{"text":"Mhmm.","start":19.515,"end":20.015,"sentiment":"neutral","sentiment_score":-0.04179435968399048},{"text":"I'm so sorry to hear about that.","start":20.235,"end":22.075,"sentiment":"neutral","sentiment_score":-0.2887016971196447},{"text":"But we appreciate your call today, and I would love to assist you.","start":22.075,"end":25.755001,"sentiment":"positive","sentiment_score":0.442376421048091},{"text":"I will just","start":25.755001,"end":26.314999,"sentiment":"neutral","sentiment_score":0.06869909167289734}],"sentiment":"neutral","sentiment_score":0.16226185454676548,"channel":0,"num_words":24,"start":19.515,"end":26.314999},{"sentences":[{"text":"Yes.","start":26.244999,"end":26.744999,"sentiment":"neutral","sentiment_score":0.031658995896577835}],"sentiment":"neutral","sentiment_score":0.031658995896577835,"channel":1,"num_words":1,"start":26.244999,"end":26.744999},{"sentences":[{"text":"need to pull out your account here and do some verification for security measure.","start":26.314999,"end":30.67,"sentiment":"neutral","sentiment_score":0.029170744653259004},{"text":"Please","start":30.97,"end":31.369999,"sentiment":"neutral","sentiment_score":0.035853393375873566}],"sentiment":"neutral","sentiment_score":0.029616254568099975,"channel":0,"num_words":15,"start":26.314999,"end":31.369999},{"sentences":[{"text":"Sure.","start":31.32,"end":31.82,"sentiment":"neutral","sentiment_score":0.0738416463136673}],"sentiment":"neutral","sentiment_score":0.0738416463136673,"channel":1,"num_words":1,"start":31.32,"end":31.82},{"sentences":[{"text":"confirm your phone number and your full name.","start":31.369999,"end":35.309998,"sentiment":"neutral","sentiment_score":0.04480567714199424}],"sentiment":"neutral","sentiment_score":0.04480567714199424,"channel":0,"num_words":8,"start":31.369999,"end":35.309998},{"sentences":[{"text":"Okay.","start":35.72,"end":36.22,"sentiment":"neutral","sentiment_score":0.02644397504627705},{"text":"Phone number, 043547","start":36.52,"end":40.04,"sentiment":"neutral","sentiment_score":0.017141403009494145}],"sentiment":"neutral","sentiment_score":0.01946704601868987,"channel":1,"num_words":4,"start":35.72,"end":40.04},{"sentences":[{"text":"Mhmm.","start":39.77,"end":40.27,"sentiment":"neutral","sentiment_score":0.01654105819761753}],"sentiment":"neutral","sentiment_score":0.01654105819761753,"channel":0,"num_words":1,"start":39.77,"end":40.27},{"sentences":[{"text":"4660.","start":40.04,"end":41.9,"sentiment":"neutral","sentiment_score":0.021194523200392723}],"sentiment":"neutral","sentiment_score":0.021194523200392723,"channel":1,"num_words":1,"start":40.04,"end":41.9},{"sentences":[{"text":"Okay.","start":42.364998,"end":42.864998,"sentiment":"neutral","sentiment_score":0.1151377409696579},{"text":"Thank you","start":42.925,"end":43.405,"sentiment":"positive","sentiment_score":0.40455543994903564}],"sentiment":"neutral","sentiment_score":0.3080828736225764,"channel":0,"num_words":3,"start":42.364998,"end":43.405},{"sentences":[{"text":"Full","start":43.324997,"end":43.824997,"sentiment":"positive","sentiment_score":0.4800772368907929}],"sentiment":"positive","sentiment_score":0.4800772368907929,"channel":1,"num_words":1,"start":43.324997,"end":43.824997},{"sentences":[{"text":"so much.","start":43.405,"end":44.145,"sentiment":"positive","sentiment_score":0.45697982609272003}],"sentiment":"positive","sentiment_score":0.45697982609272003,"channel":0,"num_words":2,"start":43.405,"end":44.145},{"sentences":[{"text":"full name will be Pin Chen Chen.","start":44.605,"end":46.385,"sentiment":"neutral","sentiment_score":0.22832089023930685}],"sentiment":"neutral","sentiment_score":0.22832089023930685,"channel":1,"num_words":7,"start":44.605,"end":46.385},{"sentences":[{"text":"Thank you, Ping Chen Chang.","start":46.844997,"end":48.625,"sentiment":"neutral","sentiment_score":0.30556350350379946},{"text":"And your birthday, please?","start":49.085,"end":50.864998,"sentiment":"neutral","sentiment_score":0.11878233961760998}],"sentiment":"neutral","sentiment_score":0.22254965288771522,"channel":0,"num_words":9,"start":46.844997,"end":50.864998},{"sentences":[{"text":"It'll be twenty second June nineteen ninety.","start":51.725,"end":54.625,"sentiment":"neutral","sentiment_score":0.07469471703682627}],"sentiment":"neutral","sentiment_score":0.07469471703682627,"channel":1,"num_words":7,"start":51.725,"end":54.625},{"sentences":[{"text":"Thank you so much.","start":55.79,"end":57.01,"sentiment":"positive","sentiment_score":0.3820739984512329},{"text":"You said June?","start":57.23,"end":58.29,"sentiment":"neutral","sentiment_score":0.055837735533714294}],"sentiment":"neutral","sentiment_score":0.24225845720086778,"channel":0,"num_words":7,"start":55.79,"end":58.29},{"sentences":[{"text":"June.","start":59.41,"end":59.89,"sentiment":"neutral","sentiment_score":0.04157157987356186},{"text":"Yes.","start":59.89,"end":60.39,"sentiment":"neutral","sentiment_score":0.04475109651684761}],"sentiment":"neutral","sentiment_score":0.043161338195204735,"channel":1,"num_words":2,"start":59.41,"end":60.39},{"sentences":[{"text":"Oh, okay.","start":60.67,"end":61.65,"sentiment":"neutral","sentiment_score":0.036041151732206345},{"text":"One moment.","start":65.55,"end":66.27,"sentiment":"neutral","sentiment_score":0.02075756900012493},{"text":"Let me just go over to your account.","start":66.27,"end":68.99,"sentiment":"neutral","sentiment_score":0.027797612361609936},{"text":"Okay?","start":68.99,"end":69.49,"sentiment":"neutral","sentiment_score":0.0342918336391449}],"sentiment":"neutral","sentiment_score":0.028482321076668225,"channel":0,"num_words":13,"start":60.67,"end":69.49},{"sentences":[{"text":"Yep.","start":69.97,"end":70.47,"sentiment":"neutral","sentiment_score":0.011496905237436296}],"sentiment":"neutral","sentiment_score":0.011496905237436296,"channel":1,"num_words":1,"start":69.97,"end":70.47},{"sentences":[{"text":"Just bear with me.","start":70.435005,"end":71.395004,"sentiment":"neutral","sentiment_score":-0.03370222309604287},{"text":"And you said you are moving in or moving out from this address?","start":71.395004,"end":75.33501,"sentiment":"neutral","sentiment_score":-0.041879335418343544}],"sentiment":"neutral","sentiment_score":-0.039955308989566916,"channel":0,"num_words":17,"start":70.435005,"end":75.33501},{"sentences":[{"text":"I'm moving now, sir.","start":75.855,"end":76.895004,"sentiment":"neutral","sentiment_score":-0.1040370725095272},{"text":"I want to disconnect my service.","start":76.895004,"end":79.475006,"sentiment":"neutral","sentiment_score":-0.1447450891137123}],"sentiment":"neutral","sentiment_score":-0.12846188247203827,"channel":1,"num_words":10,"start":75.855,"end":79.475006},{"sentences":[{"text":"Mm-mm.","start":79.15501,"end":79.65501,"sentiment":"neutral","sentiment_score":-0.0645616203546524},{"text":"Got it.","start":80.19501,"end":80.855,"sentiment":"neutral","sentiment_score":-0.030838612467050552},{"text":"One moment.","start":81.475006,"end":82.19501,"sentiment":"neutral","sentiment_score":-0.059445228427648544},{"text":"I'm just trying to check some details in here.","start":82.19501,"end":84.935005,"sentiment":"neutral","sentiment_score":-0.06016200366947386}],"sentiment":"neutral","sentiment_score":-0.056184809654951096,"channel":0,"num_words":14,"start":79.15501,"end":84.935005},{"sentences":[{"text":"Yep.","start":85.295,"end":85.795,"sentiment":"neutral","sentiment_score":-0.011990888975560663}],"sentiment":"neutral","sentiment_score":-0.011990888975560663,"channel":1,"num_words":1,"start":85.295,"end":85.795},{"sentences":[{"text":"Bear with me.","start":88.93,"end":89.91,"sentiment":"neutral","sentiment_score":-0.040939699237545334},{"text":"January 6.","start":98.130005,"end":99.59,"sentiment":"neutral","sentiment_score":-0.0189632810652256},{"text":"Okay.","start":100.695,"end":101.195,"sentiment":"neutral","sentiment_score":-0.012961063534021378},{"text":"So I could see in here, we respect your decision if you would like to if you needed to cancel your service due to this moving out.","start":101.655,"end":109.675,"sentiment":"neutral","sentiment_score":-0.10157394740316603}],"sentiment":"neutral","sentiment_score":-0.08836979706856338,"channel":0,"num_words":33,"start":88.93,"end":109.675},{"sentences":[{"text":"Yes.","start":109.975,"end":110.475,"sentiment":"neutral","sentiment_score":0.06568509340286255}],"sentiment":"neutral","sentiment_score":0.06568509340286255,"channel":1,"num_words":1,"start":109.975,"end":110.475},{"sentences":[{"text":"However, I do see in here that you signed up for twenty four month contract.","start":109.975,"end":114.615005,"sentiment":"neutral","sentiment_score":0.022924194981654485},{"text":"So, technically, the cancellation fee applies on your account.","start":114.615005,"end":119.47,"sentiment":"neutral","sentiment_score":0.006532065570354462},{"text":"So you have to pay cancellation fee, total amount of $132,","start":119.85,"end":126.11,"sentiment":"neutral","sentiment_score":0.01641403003172441}],"sentiment":"neutral","sentiment_score":0.01666302414877074,"channel":0,"num_words":35,"start":109.975,"end":126.11},{"sentences":[{"text":"Yes.","start":126.175,"end":126.675,"sentiment":"neutral","sentiment_score":0.0718935951590538}],"sentiment":"neutral","sentiment_score":0.0718935951590538,"channel":1,"num_words":1,"start":126.175,"end":126.675},{"sentences":[{"text":"and then your current invoice, which is $79.95.","start":126.41,"end":131.47,"sentiment":"neutral","sentiment_score":0.02958704996854067},{"text":"What date do you prefer to go ahead and proceed with your service cancellation?","start":131.955,"end":136.695,"sentiment":"neutral","sentiment_score":-0.012086891170058931},{"text":"When","start":137.155,"end":137.315,"sentiment":"neutral","sentiment_score":-0.035722024738788605}],"sentiment":"neutral","sentiment_score":0.0013807782012483349,"channel":0,"num_words":23,"start":126.41,"end":137.315},{"sentences":[{"text":"Yes.","start":137.295,"end":137.795,"sentiment":"neutral","sentiment_score":-0.028123822063207623}],"sentiment":"neutral","sentiment_score":-0.028123822063207623,"channel":1,"num_words":1,"start":137.295,"end":137.795},{"sentences":[{"text":"are you moving out?","start":137.315,"end":138.535,"sentiment":"neutral","sentiment_score":-0.045387852005660534}],"sentiment":"neutral","sentiment_score":-0.045387852005660534,"channel":0,"num_words":4,"start":137.315,"end":138.535},{"sentences":[{"text":"Hello.","start":138.895,"end":139.395,"sentiment":"neutral","sentiment_score":-0.1276400089263916},{"text":"I thought my contract, it's only twelve months because I was the guy when I signed up with him, and I go with the the modem with you guys.","start":140.255,"end":152.5,"sentiment":"neutral","sentiment_score":-0.19020514781105108},{"text":"And then he says only twelve month contract.","start":152.5,"end":154.84,"sentiment":"neutral","sentiment_score":-0.17640233412384987}],"sentiment":"neutral","sentiment_score":-0.18565284127467557,"channel":1,"num_words":38,"start":138.895,"end":154.84},{"sentences":[{"text":"Oh, I understand that.","start":155.65999,"end":157.18,"sentiment":"neutral","sentiment_score":-0.10716166161000729},{"text":"However, as per review, I'm showing here, if you would like, I can send you the the copy when we have you","start":157.18,"end":168.205,"sentiment":"neutral","sentiment_score":0.045418563298881054}],"sentiment":"neutral","sentiment_score":0.021944682543667462,"channel":0,"num_words":26,"start":155.65999,"end":168.205},{"sentences":[{"text":"Yeah.","start":167.96,"end":168.46,"sentiment":"neutral","sentiment_score":0.024077044799923897}],"sentiment":"neutral","sentiment_score":0.024077044799923897,"channel":1,"num_words":1,"start":167.96,"end":168.46},{"sentences":[{"text":"since January 6.","start":168.205,"end":171.745,"sentiment":"neutral","sentiment_score":0.011134368367493153},{"text":"And then what you have is twenty four month contract showing from the record.","start":172.205,"end":178.12001,"sentiment":"neutral","sentiment_score":0.017013740060584887},{"text":"If you would like, I can also send you this to your 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for","start":182.52,"end":183.48001,"sentiment":"neutral","sentiment_score":0.04051920026540756}],"sentiment":"neutral","sentiment_score":0.04051920026540756,"channel":0,"num_words":2,"start":182.52,"end":183.48001},{"sentences":[{"text":"I","start":183.315,"end":183.555,"sentiment":"neutral","sentiment_score":0.0378401055932045}],"sentiment":"neutral","sentiment_score":0.0378401055932045,"channel":1,"num_words":1,"start":183.315,"end":183.555},{"sentences":[{"text":"your","start":183.48001,"end":183.8,"sentiment":"neutral","sentiment_score":0.03624444454908371}],"sentiment":"neutral","sentiment_score":0.03624444454908371,"channel":0,"num_words":1,"start":183.48001,"end":183.8},{"sentences":[{"text":"understand,","start":183.555,"end":184.055,"sentiment":"neutral","sentiment_score":0.027903620153665543}],"sentiment":"neutral","sentiment_score":0.027903620153665543,"channel":1,"num_words":1,"start":183.555,"end":184.055},{"sentences":[{"text":"reference.","start":183.8,"end":184.3,"sentiment":"neutral","sentiment_score":0.03987520933151245}],"sentiment":"neutral","sentiment_score":0.03987520933151245,"channel":0,"num_words":1,"start":183.8,"end":184.3},{"sentences":[{"text":"but it's it's very weird because I'm I'm pretty sure the guy when I signed up, he said I only got twelve months contract.","start":184.275,"end":191.095,"sentiment":"neutral","sentiment_score":-0.3044354397182663}],"sentiment":"neutral","sentiment_score":-0.3044354397182663,"channel":1,"num_words":24,"start":184.275,"end":191.095},{"sentences":[{"text":"Oh, isn't it","start":193.065,"end":194.185,"sentiment":"neutral","sentiment_score":-0.11796204249064128}],"sentiment":"neutral","sentiment_score":-0.11796204249064128,"channel":0,"num_words":3,"start":193.065,"end":194.185},{"sentences":[{"text":"Yeah.","start":193.875,"end":194.375,"sentiment":"neutral","sentiment_score":-0.05246560648083687}],"sentiment":"neutral","sentiment_score":-0.05246560648083687,"channel":1,"num_words":1,"start":193.875,"end":194.375},{"sentences":[{"text":"you who isn't it when you sign up, you are the one who process it.","start":194.185,"end":197.865,"sentiment":"neutral","sentiment_score":-0.09998065431912741},{"text":"And then when when you are processing your order through the site, you do have an option to select either no contract, twelve month contract, and twenty four month contract.","start":197.865,"end":207.98,"sentiment":"neutral","sentiment_score":-0.022623656193415324},{"text":"And I'm showing here that you selected twenty four month contract, and it's also one moment, please.","start":207.98,"end":216.31999,"sentiment":"neutral","sentiment_score":0.029975921025171},{"text":"It's","start":216.82501,"end":217.065,"sentiment":"neutral","sentiment_score":0.02682991325855255}],"sentiment":"neutral","sentiment_score":-0.026063475077823986,"channel":0,"num_words":63,"start":194.185,"end":217.065},{"sentences":[{"text":"Yeah.","start":217.02501,"end":217.52501,"sentiment":"neutral","sentiment_score":0.027894912287592888}],"sentiment":"neutral","sentiment_score":0.027894912287592888,"channel":1,"num_words":1,"start":217.02501,"end":217.52501},{"sentences":[{"text":"also uploaded from your account.","start":217.065,"end":220.765,"sentiment":"neutral","sentiment_score":0.03977922610938549},{"text":"If you are logging in to your customer account, you 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customer calls to disconnect their service due to moving out, but the agent informs them of the cancellation fee and current invoice. The customer expresses confusion about the contract and the agent explains the process, including checking their account and cancelling the service immediately. The agent confirms the cancellation and promises to pay the outstanding balance. The customer wants to cancel the service immediately, but the agent explains they can do so and that they will call back to confirm."},"intents":{"segments":[{"text":"I'm actually a a customer right now, but because I'm with me, I just want to disconnect my service. And so I'm doing how how can we process that today? Mhmm.","start_word":19,"end_word":49,"intents":[{"intent":"Process service cancellation","confidence_score":0.16719946}]},{"text":"However, as per review, I'm showing here, if you would like, I can send you the the copy when we have you Yeah.","start_word":339,"end_word":361,"intents":[{"intent":"Send copy","confidence_score":0.44940904}]},{"text":"since January 6. And then what you have is twenty four month contract showing from the record.","start_word":361,"end_word":377,"intents":[{"intent":"Inquire about contract","confidence_score":0.004886579}]},{"text":"So would you be able to investigate this and then come back to me?","start_word":658,"end_word":671,"intents":[{"intent":"Investigate setup","confidence_score":0.05480093}]},{"text":"I understand your point.","start_word":702,"end_word":705,"intents":[{"intent":"Understand point","confidence_score":0.1054228}]},{"text":"didn't set up by my own because my address was, you know it's pretty new. 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Is that right?","start_word":1833,"end_word":1867,"intents":[{"intent":"Confirm cancellation","confidence_score":0.0078110127}]},{"text":"or just give me a call. I can give you my direct phone number if you would like. In that way, we can process it accordingly as well. Alright.","start_word":2236,"end_word":2264,"intents":[{"intent":"Provide contact information","confidence_score":0.018126892}]},{"text":"prior to this you already move out, please call me. Okay?","start_word":2343,"end_word":2353,"intents":[{"intent":"Requested call","confidence_score":3.93095e-7}]},{"text":"And then within today, I will be calling you. Today or tomorrow, I'll be calling you about the checking with the twelve or twenty four month contract. Okay? And then since you opted to what what do you call on this? To have it until the thirtieth, you still have time to pay the current invoice. Anyway, it will be due on the eleventh. Okay? Yeah.","start_word":2359,"end_word":2424,"intents":[{"intent":"Inquire about payment options","confidence_score":0.0018606654}]}]},"sentiments":{"segments":[{"text":"Hi. Good afternoon. Thank you so much for calling your account. How may I help you today?","start_word":0,"end_word":16,"sentiment":"positive","sentiment_score":0.6470706462860107},{"text":"Hi there. I'm actually a a customer right now, but because I'm with me, I just want to disconnect my service. And so I'm doing how how can we process that today? Mhmm. I'm so sorry to hear about that.","start_word":17,"end_word":56,"sentiment":"neutral","sentiment_score":-0.049339234828948975},{"text":"But we appreciate your call today, and I would love to assist you.","start_word":57,"end_word":69,"sentiment":"positive","sentiment_score":0.4413500726222992},{"text":"I will just Yes. need to pull out your account here and do some verification for security measure. Please Sure. confirm your phone number and your full name. Okay. Phone number, 043547 Mhmm. 4660. Okay.","start_word":70,"end_word":104,"sentiment":"neutral","sentiment_score":0.037777893245220184},{"text":"Thank you Full so much.","start_word":105,"end_word":109,"sentiment":"positive","sentiment_score":0.443286657333374},{"text":"full name will be Pin Chen Chen. Thank you, Ping Chen Chang. And your birthday, please? It'll be twenty second June nineteen ninety.","start_word":110,"end_word":132,"sentiment":"neutral","sentiment_score":0.17568379640579224},{"text":"Thank you so much.","start_word":133,"end_word":136,"sentiment":"positive","sentiment_score":0.3689491152763366},{"text":"You said June? June. Yes. Oh, okay. One moment. Let me just go over to your account. Okay? Yep. Just bear with me. And you said you are moving in or moving out from this address? I'm moving now, sir. I want to disconnect my service. Mm-mm. Got it. One moment. I'm just trying to check some details in here. Yep. Bear with me. January 6. Okay. So I could see in here, we respect your decision if you would like to if you needed to cancel your service due to this moving out. However, Yes. I do see in here that you signed up for twenty four month contract. So, technically, the cancellation fee applies on your account. So you have to pay cancellation fee, total amount of $132, Yes. and then your current invoice, which is $79.95. What date do you prefer to go ahead and proceed with your service cancellation? When Yes. are you moving out? Hello. I thought my contract, it's only twelve months because I was the guy when I signed up with him, and I go with the the modem with you guys. And then he says only twelve month contract. Oh, I understand that. However, as per review, I'm showing here, if you would like, I can send you the the copy when we have you Yeah. since January 6. And then what you have is twenty four month contract showing from the record. If you would like, I can also send you this to your email address I for I your understand, reference. but it's it's very weird because I'm I'm pretty sure the guy when I signed up, he said I only got twelve months contract. Oh, isn't it Yeah. you who isn't it when you sign up, you are the one who process it. And then when when you are processing your order through the site, you do have an option to select either no contract, twelve month contract, and twenty four month contract. And I'm showing here that you selected twenty four month contract, and it's also one moment, please. It's Yeah. also uploaded from your account. If you are logging in to your customer account, you will Yeah. be able to see it's uploaded that day, 06/05/2025, the twenty four month contract agreement showing on your account. Yeah.","start_word":137,"end_word":526,"sentiment":"neutral","sentiment_score":-0.04791948382671063},{"text":"It's still very weird to me because I when I signed up, I had to call the guy. I couldn't sign up on my Internet, and he basically did everything for me because it was a new start here, and then my address wasn't in the system. So you have to do it manually one.","start_word":527,"end_word":581,"sentiment":"negative","sentiment_score":-0.43963468074798584},{"text":"And because at the beginning, I didn't want to go into any contract, but then he he mentioned all of you. It's better to go with you guys with the modem, and I have to be a top month contract. So that's why I okay. Then or I just go ahead.","start_word":582,"end_word":632,"sentiment":"neutral","sentiment_score":-0.24179135262966156},{"text":"So I'm not sure how he set up the accounts, which is not agreed at the you know, it's not the same when we agreed.","start_word":633,"end_word":657,"sentiment":"negative","sentiment_score":-0.3963994085788727},{"text":"So would you be able to investigate this and then come back to me?","start_word":658,"end_word":671,"sentiment":"neutral","sentiment_score":-0.2900790274143219},{"text":"Because, yeah, I'm not willing to pay the cancellation fee because there there must be something misleading there or maybe when we set up the the account set up properly.","start_word":672,"end_word":701,"sentiment":"negative","sentiment_score":-0.6435759663581848},{"text":"I understand your point. And who was the guy Yes. that you spoke to to help us to further check on our end? No. I can't remember. I figured that's Can't more than, remember. like, fourteen fourteen months ago. Right? Yeah. But I'm pretty sure My I address. didn't set up by my own because my address was, you know it's pretty new. It's not in your system, so I have to call you behind. So you're telling me you set up or you process the order over the phone with Yes. our representative? Yes. Yeah. Because I can Got it. yeah. So the the place I'm leaving here, it was very new. It was a new project site that's finished. And then that's why it's not in your system, so I couldn't do it on my own. And then, yeah, the the guy just set it up for me. Yeah. I understand that they just set it up for you. What what I'm trying to confirm in that way, it will help us to further track and investigate that you're telling me that you are not the one who processed your order through the website, putting your card details, processing the initial payment, putting the card number, and everything? Yeah. Yeah. It's all all the the the phone. Mhmm. So you're giving your details over the phone while processing the orders on the site. Yeah. And then they mentioned Yeah. I to can't you that remember if you I are give you yeah. I on can't the remember twelve if I month? received the card or the or the the bank details. It was a a direct debit. I remember maybe. Yeah. Yeah. But because at the beginning, I didn't want to go any any contract. But because he said more than more. So always more safer Yes. than you're more than but then you have to go into a twelve month contract. And then I said, okay. Let's let's do that. So I didn't know there's, like, a twenty four contract. I got it.","start_word":702,"end_word":1047,"sentiment":"neutral","sentiment_score":-0.07551681586255916},{"text":"I appreciate the details that you shared.","start_word":1048,"end_word":1054,"sentiment":"positive","sentiment_score":0.5590366125106812},{"text":"It will help us to further track and investigate, and then Yes. we'll get back to you. But since I have you in the line, what is your preferred date to cancel it? In the next two days or, like, today. May I That was oh, yeah. today? Yeah. Okay. One moment. Let me just Yes. so if today you have to settle the outstanding, you have, which is $79.95. Yeah.","start_word":1055,"end_word":1125,"sentiment":"neutral","sentiment_score":0.007605414371937513},{"text":"I'm happy to pay One the moment.","start_word":1126,"end_word":1132,"sentiment":"positive","sentiment_score":0.4683063626289368},{"text":"Let yeah. me check here. Oh, today seven. Okay. $8.03 7. Okay. So here's what we are going to do. Yes. I'll I've already take note that you would like. Or do you have would you like to check or give us your address in case we can provide you the service to your new address? No.","start_word":1133,"end_word":1189,"sentiment":"neutral","sentiment_score":0.06897340714931488},{"text":"I'm just want to cancel service with you guys now.","start_word":1190,"end_word":1199,"sentiment":"negative","sentiment_score":-0.449802428483963},{"text":"Mhmm. Okay. Yeah. Today. I I respect that. Not a problem. So Yeah. here's the thing. Please do me a favor. After this call, kindly process your outstanding balance for this month, $79.90 Yeah. 5<unk>. In that way, I could go ahead and up check it on my end and show to them that Yep. you already paid your outstanding invoice, and then I'll let them know what you have. You agreed prior when they put your connection, and then I'll update you. Okay? In Yes. reference to the twelve versus twelve months that you verbally agreed with our representative when the time that they put your service versus the twenty four month documented in four month documented, in reference with the order receipt. Okay? So I could tell Yes. them that, hey. This customer is telling something like this, and, he wanted to cancel the service today. He already paid the current invoice and so on and so forth. So we can proceed smoothly and accordingly. And then I'll just call you back. Is that okay? Alright. Okay. So Alright. how do I pay your account? Do I go to the the profile? Yes. Definitely.","start_word":1200,"end_word":1397,"sentiment":"neutral","sentiment_score":0.07382122427225113},{"text":"If you would like me to help you to process the payment over the phone, I would love to do that.","start_word":1397,"end_word":1418,"sentiment":"positive","sentiment_score":0.4362936019897461},{"text":"But if you would like or prefer to do it, you can do with the same thing that you have it through the site or the ANZ portal. Put your username, password, and then your card details. You've already did that previous months. Right? You have the username and password? Yeah. Can I do it over the phone with you? It was 17 Yeah. something. Alright. Can I 70 yeah? I'll grab 9. my Okay. Sure. Let me do it for you. Not a problem. One moment. I'll just go to that payment page. account. 1779, is that? No. No. No. $79.95. $79.95. And that was the usage for Preventsmart. For for yeah. This is Yep. your this is your current invoice. This is your current invoice. Because, basically, we're we're also providing you a courtesy. Because if our customer is canceling, they have to provide thirty days notice to to have it prepared to the network and let them know that this service is no longer needed by this date. Because we're paying in advance to the network. Reason why we're really asking our customer to provide thirty days notice. However, in your case, we're also providing a courtesy to accept your advice today. Right? This is Yeah. like a urgent advice that you're canceling it. Just you just called in today, and then you would like it today. So we're just accepting that as a courtesy because we valued you as our customer, of course. So you still need to pay the outstanding balance for this current month. Okay. And then for the cancellation fee about the 12 versus 24, I have to check that and then get back to you. Then we can proceed with the cancellation, whatever is the Okay. outcome of So the so investigation. when you come Alright. back, I might still have to pay for the cancellation fee. Is that right? Yeah. I have to check first, of course. Because on my end, I really would love to hey. Yeah. Go ahead and not just pay this, but I have to check this on our end as well. But rest assured, I'll call you before end of business days today to have this process accordingly. Alright. Okay. So can I can I can can you can you confirm that first if that's okay? Then I'll I'll then I'll pay for my current outstanding. Hello? Sir sorry.","start_word":1417,"end_word":1819,"sentiment":"neutral","sentiment_score":0.057032533831173376},{"text":"You caught up.","start_word":1820,"end_word":1822,"sentiment":"negative","sentiment_score":-0.34023866057395935},{"text":"What what what is that again? I just heard outstanding. Can you can you can you, let me confirm if you'd be able to waive that, cancellation fee? And then if that's confirmed, then I'll I'll come back and pay my outstanding. Is that right? It's alright for me personally, but Yes. better is you have to pay this now. In that way, I could show them this customer already paid. Can we waive this? Because he has the impression or he knew that it's only a twelve month contract. Because if if they see that you still have a outstanding for this current invoice, Why Yeah. you're asking to waive the cancellation if the customer did not pay yet the current invoice? Something like that. You know what I mean? Alright. Okay. So But rest assured I'll get back to you because your your request is really a vital request, of course. yeah. Okay. Alright. Sorry. Just give me a second. Alright? Can Sure. I see I'll be on the line. No rush. Okay? Alright? I'll be on the line. Just let me know. Yeah. Hi, sir. It's your day. Yeah. I'm still on the line. Yeah. So I just discussed with my my family. So in in that case, can can we request the connection to be cut at all maybe the the the last day will be April 26. Let me check. You said Yeah. what date in April? Yeah. April. I I can I can still go and pay for the out current outstanding, but I'll probably request to have my disconnection later this month? Is that okay? Yeah. So you're requesting to disconnect the service. Which date?","start_word":1823,"end_word":2104,"sentiment":"neutral","sentiment_score":-0.04820363223552704},{"text":"I'm having a hard time to hear you.","start_word":2105,"end_word":2112,"sentiment":"negative","sentiment_score":-0.5318825244903564},{"text":"I'm sorry. Oh, sorry. Sir, I'll have my last day last day, April 30. Thirtieth. Let me Yeah. check. Yes. Thursday. Yeah. Thursday. So That will be my last day. Yeah. That would be fine. It's still covered the current invoice. So Yeah. if you would like to still use the service until the thirtieth, that would Yeah. be fine. I can endorse it to our tech team Okay. to have it canceled on the thirtieth. But until thirtieth, you're still in this address? Yes. I'm Oh. yeah. I'm moving out very soon, sir, but that can be my last day. Thirtieth. Oh, okay. But Yeah. in case that you move out prior to this date, Yeah. just send us an email Yeah. or just give me a call. I can give you my direct phone number if you would like. In that way, we can process it accordingly as well. Alright. Cool. Could I please have your number? Sure. Because we don't want to have your account to be online and then you you no longer there. Yep. So we have to make sure it's secured as well. So Alright. here's my direct number here. Yep. It's 03 Zero three. 91 Yep. 21 Yep. 8113. Yes. 13. 9 Yeah. 1318113. Okay. Yes. Correct. So Yes. for the meantime, I'll have this notated on the thirtieth. And in case Yep. prior to this you already move out, please call me. Okay? Let me Okay. know. Yeah. And then within today, I will be calling you. Today or tomorrow, I'll be calling you about the checking with the twelve or twenty four month contract. Okay? And then since you opted to what what do you call on this? To have it until the thirtieth, you still have time to pay the current invoice. Anyway, it will be due on the eleventh. Okay? Yeah. Okay. Yeah. No. Alright. I'll just click after this. Alright. Yeah. Sure. So talk to you soon.","start_word":2113,"end_word":2441,"sentiment":"neutral","sentiment_score":0.01677070255178992},{"text":"I appreciate these details. Alright.","start_word":2442,"end_word":2446,"sentiment":"positive","sentiment_score":0.6264009475708008},{"text":"Alright?","start_word":2447,"end_word":2447,"sentiment":"neutral","sentiment_score":0.27011027932167053},{"text":"Thank you so much You're for welcome. your time. Have a good one, and be safe. Alright. You too. Thank Thank you. you.","start_word":2448,"end_word":2470,"sentiment":"positive","sentiment_score":0.6286532878875732},{"text":"Bye Bye. bye.","start_word":2471,"end_word":2473,"sentiment":"neutral","sentiment_score":0.21734805405139923}],"average":{"sentiment":"neutral","sentiment_score":-0.011100660760609938}}}}