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First of all, I'm sorry if I wasn't able to call you yesterday because I wanted to take some time to see what I can do and find the best possible offer for you because you know what, Bill? We generally don't want to lose you as our customer. But, unfortunately, we don't have any control over the recent price increase following the... This transfer, the Linham to New Loop, something like that, which is like a technical back end processes recently. With that said, I really wanted to see if there was something I can do to help. So here's what I've come up. For this month, even though we won't be making any profit, I pushed the approval to rectify your October invoice and bring it back to previous price with what you signed up, which is $79.95. So the invoice has been rectified. I sent you the new one to your email address showing $79.95 this month. And then if you are okay with this, just let me know. Starting this next month, the standard price will be the $95, which is the markup price. But to help reduce the impact of the increase, I can provide you 15% discount for four months. So bringing your monthly bill down to $80.75 for November, December, January, and February. So once the four month discount period ends, the standard price of $95 will apply to your account starting in March onwards. So please let me know once you think about this. If you're okay with this arrangement, we can proceed accordingly. Four months. Mhmm. Mm-mm. Mhmm. Mhmm. So I understand that. I really understand your point of view in reference we discussed. For any business, if a price... If the price increase is really advantage and disadvantage. So on here, before the discount period ends, I can go ahead and revisit, check again if we can get another approval to extend another discount period for you until your contract has been fulfilled, something like that. Like, for example... Let me go back to your account here. One moment. Isn't it what I've got approved is the four month 15%? So before February ends, I'll go ahead and revisit, check what is the best we can do if we can extend another 15% for three months. And then after three months, I'll go ahead and revisit. You know, if you get what I'm trying to say, at least I will... Because I I am not able to just push through here again and put the 15% the full the full year or the full month of your contract, something like that. But I can go ahead and revisit before the end of the four months of discounted period, then we can start from there. Mm-mm. Yeah. Yeah. I I am... From yesterday and onwards, I will personally handle your account. Okay? I will already inform our team that I'm the one who's handling your account here. My name is Melissa. I'm from account. So before February ends, last week of February, I will go ahead and call you and provide you the outcome if I was able to get an approval to provide you another extension for 15%. In that way, of course, you could decide. Right? Because, like, for example... And so February, I'll call you. Hey, Bill. Good news. I can go ahead and provide you another three months discount. So, of course, you can stay. But if I wasn't able to, I'll still call you and, hey, Bill. I'm so sorry. The discount ends, something like that. So you can decide. In that way, you have an option to explore other ISP, something like that. But personally, on my end, we don't want to lose you as our customer just because of this price increase. So I review and check what could be the best possible way just to reduce the impact of the increase, which provide you this 15% discount. So, yeah, if you are okay with that, I can go ahead and definitely take note of this. And trust me, even though this month passes, I'll go ahead and still revisit your account before February ends and check on this. To the contract. Mhmm. I understand. Mhmm. Mhmm. Yeah. Mhmm. Yeah. No. No worries. I do understand that. But, yeah, I would love and happy to fight on February to provide you another discount, at least for that 15% until you finish the contract. Okay? It just so happened I cannot put it on the system for that remaining months for fifteen months, something like that. I can make it, like, a partial three months, three months, something like that. But I could definitely do my best to fight to get that for you, Bill. And also, asides with the... This pricing, the contract, and everything yesterday, I've also, take note of the questions or inquiry you have about the paper bill. So I've asked Dom. Dom mentioned that the paper billing is no longer available for residential accounts. It's only available for business account because he mentioned there is a printing paper envelope stamp and its price increase. So he said it's not worth it. Yeah. So... Yeah. Yeah. Email. Yeah. Yeah. I confirm it to them. And then he said, oh, mister Bill, please tell him we no longer have this paper bill to residential account. Because I wanted to make sure that once I go back to you, I have the answer to your inquiries. Reason why I asked him. Yes. Yes. He's... We're from tech tech department, and they have an access with this thing as well. And, also, I wanted to thank you for bringing the the paper bill showing from our invoice. So, yeah, we already sorted this out as well. It has been indicated specifically that's only for business accounts, And that's because of you, because of your feedback. So that has been updated as well. Yes. It's set up. I confirm is it set up. And if there's any issue in processing the payment, we will definitely call you or send you a notification to let you know. And were you able to confirm if you got the rectified bill? I just sent it before I called you. Okay. Mm-mm. Yeah. Like, it's like... So give it a peace of mind to customer that... Oh, okay. My... It is fine. It will process accordingly, time based, something like that. Right? Yeah. No worries. I'll take note of this and try to reach out to our support, to our CRM if they could update this as well through the invoice phase. Yeah. That's correct. It's saving time and effort for both sides if it's not included as well. That's correct. I agree with you, Bill. But no worries. I'll take note of this and check to our back end if they could also incorporate these details to our invoices. Okay? Mhmm. Yeah. Sure. Talk soon. And then... Yeah. Anyway, I can go ahead and call you at any time once there's an update. But, yeah, that's the latest End of February. Okay? And I appreciate your time and understanding, Bill. Thank you so much. You're welcome. It's my pleasure. Have a good one. 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Good morning. This is Melissa from Airtel accounts, the person that you spoke yesterday. How are you today, Bill? I'm fine.\n\nThank you so much for answering my phone call. First of all, I'm sorry if I wasn't able to call you yesterday because I wanted to take some time to see what I can do and find the best possible offer for you because you know what, Bill? We generally don't want to lose you as our customer. But, unfortunately, we don't have any control over the recent price increase following the... This transfer, the Linham to New Loop, something like that, which is like a technical back end processes recently.\n\nWith that said, I really wanted to see if there was something I can do to help. So here's what I've come up. For this month, even though we won't be making any profit, I pushed the approval to rectify your October invoice and bring it back to previous price with what you signed up, which is $79.95. So the invoice has been rectified. I sent you the new one to your email address showing $79.95 this month.\n\nAnd then if you are okay with this, just let me know. Starting this next month, the standard price will be the $95, which is the markup price. But to help reduce the impact of the increase, I can provide you 15% discount for four months. So bringing your monthly bill down to $80.75 for November, December, January, and February. So once the four month discount period ends, the standard price of $95 will apply to your account starting in March onwards.\n\nSo please let me know once you think about this. If you're okay with this arrangement, we can proceed accordingly. Four months. Mhmm. Mm-mm.\n\nMhmm. Mhmm. So I understand that. I really understand your point of view in reference we discussed. For any business, if a price...\n\nIf the price increase is really advantage and disadvantage. So on here, before the discount period ends, I can go ahead and revisit, check again if we can get another approval to extend another discount period for you until your contract has been fulfilled, something like that. Like, for example... Let me go back to your account here. One moment.\n\nIsn't it what I've got approved is the four month 15%? So before February ends, I'll go ahead and revisit, check what is the best we can do if we can extend another 15% for three months. And then after three months, I'll go ahead and revisit. You know, if you get what I'm trying to say, at least I will... Because I I am not able to just push through here again and put the 15% the full the full year or the full month of your contract, something like that.\n\nBut I can go ahead and revisit before the end of the four months of discounted period, then we can start from there. Mm-mm. Yeah. Yeah. I I am...\n\nFrom yesterday and onwards, I will personally handle your account. Okay? I will already inform our team that I'm the one who's handling your account here. My name is Melissa. I'm from account.\n\nSo before February ends, last week of February, I will go ahead and call you and provide you the outcome if I was able to get an approval to provide you another extension for 15%. In that way, of course, you could decide. Right? Because, like, for example... And so February, I'll call you.\n\nHey, Bill. Good news. I can go ahead and provide you another three months discount. So, of course, you can stay. But if I wasn't able to, I'll still call you and, hey, Bill.\n\nI'm so sorry. The discount ends, something like that. So you can decide. In that way, you have an option to explore other ISP, something like that. But personally, on my end, we don't want to lose you as our customer just because of this price increase.\n\nSo I review and check what could be the best possible way just to reduce the impact of the increase, which provide you this 15% discount. So, yeah, if you are okay with that, I can go ahead and definitely take note of this. And trust me, even though this month passes, I'll go ahead and still revisit your account before February ends and check on this. To the contract. Mhmm.\n\nI understand. Mhmm. Mhmm. Yeah. Mhmm.\n\nYeah. No. No worries. I do understand that. But, yeah, I would love and happy to fight on February to provide you another discount, at least for that 15% until you finish the contract.\n\nOkay? It just so happened I cannot put it on the system for that remaining months for fifteen months, something like that. I can make it, like, a partial three months, three months, something like that. But I could definitely do my best to fight to get that for you, Bill. And also, asides with the...\n\nThis pricing, the contract, and everything yesterday, I've also, take note of the questions or inquiry you have about the paper bill. So I've asked Dom. Dom mentioned that the paper billing is no longer available for residential accounts. It's only available for business account because he mentioned there is a printing paper envelope stamp and its price increase. So he said it's not worth it.\n\nYeah. So... Yeah. Yeah. Email.\n\nYeah. Yeah. I confirm it to them. And then he said, oh, mister Bill, please tell him we no longer have this paper bill to residential account. Because I wanted to make sure that once I go back to you, I have the answer to your inquiries.\n\nReason why I asked him. Yes. Yes. He's... We're from tech tech department, and they have an access with this thing as well.\n\nAnd, also, I wanted to thank you for bringing the the paper bill showing from our invoice. So, yeah, we already sorted this out as well. It has been indicated specifically that's only for business accounts, And that's because of you, because of your feedback. So that has been updated as well. Yes.\n\nIt's set up. I confirm is it set up. And if there's any issue in processing the payment, we will definitely call you or send you a notification to let you know. And were you able to confirm if you got the rectified bill? I just sent it before I called you.\n\nOkay. Mm-mm. Yeah. Like, it's like... So give it a peace of mind to customer that...\n\nOh, okay. My... It is fine. It will process accordingly, time based, something like that. Right?\n\nYeah. No worries. I'll take note of this and try to reach out to our support, to our CRM if they could update this as well through the invoice phase. Yeah. That's correct.\n\nIt's saving time and effort for both sides if it's not included as well. That's correct. I agree with you, Bill. But no worries. I'll take note of this and check to our back end if they could also incorporate these details to our invoices.\n\nOkay? Mhmm. Yeah. Sure. Talk soon.\n\nAnd then... Yeah. Anyway, I can go ahead and call you at any time once there's an update. But, yeah, that's the latest End of February. Okay?\n\nAnd I appreciate your time and understanding, Bill. Thank you so much. You're welcome. It's my pleasure. Have a good one.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.6799998,"end":4.0,"sentiment":"neutral","sentiment_score":0.2336958795785904},{"text":"Good morning.","start":4.0,"end":4.74,"sentiment":"positive","sentiment_score":0.4316923916339874},{"text":"This is Melissa from Airtel accounts, the person that you spoke yesterday.","start":5.04,"end":9.94,"sentiment":"neutral","sentiment_score":0.3149156930545966},{"text":"How are you today, Bill?","start":10.08,"end":11.46,"sentiment":"positive","sentiment_score":0.3760600030422211},{"text":"I'm fine.","start":13.6449995,"end":14.205,"sentiment":"positive","sentiment_score":0.39813798666000366}],"sentiment":"positive","sentiment_score":0.3433020440014926,"num_words":22,"start":3.6799998,"end":14.205},{"sentences":[{"text":"Thank you so much for answering my phone call.","start":14.205,"end":16.525,"sentiment":"positive","sentiment_score":0.7124502923753526},{"text":"First of all, I'm sorry if I wasn't able to call you yesterday because I wanted to take some time to see what I can do and find the best possible offer for you because you know what, Bill?","start":16.525,"end":27.04,"sentiment":"neutral","sentiment_score":-0.014673299896411406},{"text":"We generally don't want to lose you as our customer.","start":27.04,"end":30.1,"sentiment":"neutral","sentiment_score":-0.2926069155335426},{"text":"But, unfortunately, we don't have any control over the recent price increase following the...","start":30.16,"end":35.86,"sentiment":"negative","sentiment_score":-0.38789243570395876},{"text":"This transfer, the Linham to New Loop, something like that, which is like a technical back end processes recently.","start":36.72,"end":44.695,"sentiment":"neutral","sentiment_score":-0.2542061452802859}],"sentiment":"neutral","sentiment_score":-0.08073281406701266,"num_words":91,"start":14.205,"end":44.695},{"sentences":[{"text":"With that said, I really wanted to see if there was something I can do to help.","start":45.395,"end":49.635002,"sentiment":"neutral","sentiment_score":-0.041725845459629506},{"text":"So here's what I've come up.","start":49.635002,"end":52.215,"sentiment":"neutral","sentiment_score":-0.009471367035682002},{"text":"For this month, even though we won't be making any profit, I pushed the approval to rectify your October invoice and bring it back to previous price with what you signed up, which is $79.95.","start":52.355,"end":67.44,"sentiment":"neutral","sentiment_score":-0.10774884709556187},{"text":"So the invoice has been rectified.","start":67.44,"end":70.634995,"sentiment":"neutral","sentiment_score":0.0800933688879013},{"text":"I sent you the new one to your email address showing $79.95 this month.","start":71.174995,"end":77.994995,"sentiment":"neutral","sentiment_score":0.1383033831204687}],"sentiment":"neutral","sentiment_score":-0.02718679033792936,"num_words":78,"start":45.395,"end":77.994995},{"sentences":[{"text":"And then if you are okay with this, just let me know.","start":78.295,"end":81.994995,"sentiment":"neutral","sentiment_score":0.13352711126208305},{"text":"Starting this next month, the standard price will be the $95, which is the markup price.","start":82.295,"end":89.61,"sentiment":"neutral","sentiment_score":0.12420706124976277},{"text":"But to help reduce the impact of the increase, I can provide you 15% discount for four months.","start":89.61,"end":95.85,"sentiment":"neutral","sentiment_score":0.21851291548874643},{"text":"So bringing your monthly bill down to $80.75 for November, December, January, and February.","start":95.85,"end":103.935,"sentiment":"neutral","sentiment_score":0.24268801297460282},{"text":"So once the four month discount period ends, the standard price of $95 will apply to your account starting in March onwards.","start":104.634995,"end":112.575,"sentiment":"neutral","sentiment_score":0.12890233370390805}],"sentiment":"neutral","sentiment_score":0.1677604185008421,"num_words":82,"start":78.295,"end":112.575},{"sentences":[{"text":"So please let me know once you think about this.","start":113.369995,"end":115.77,"sentiment":"neutral","sentiment_score":0.09179935157299042},{"text":"If you're okay with this arrangement, we can proceed accordingly.","start":115.77,"end":119.07,"sentiment":"neutral","sentiment_score":0.29835907369852066},{"text":"Four months.","start":132.295,"end":133.19499,"sentiment":"neutral","sentiment_score":0.10730293393135071},{"text":"Mhmm.","start":135.095,"end":135.595,"sentiment":"neutral","sentiment_score":-0.033745795488357544},{"text":"Mm-mm.","start":136.775,"end":137.275,"sentiment":"neutral","sentiment_score":-0.021964995190501213}],"sentiment":"neutral","sentiment_score":0.16918663874578974,"num_words":24,"start":113.369995,"end":137.275},{"sentences":[{"text":"Mhmm.","start":187.705,"end":187.785,"sentiment":"neutral","sentiment_score":-0.06451410800218582},{"text":"Mhmm.","start":187.785,"end":187.865,"sentiment":"neutral","sentiment_score":-0.031473204493522644},{"text":"So I understand that.","start":187.865,"end":189.30501,"sentiment":"neutral","sentiment_score":-0.046445250511169434},{"text":"I really understand your point of view in reference we discussed.","start":189.30501,"end":193.085,"sentiment":"neutral","sentiment_score":-0.0676929656077515},{"text":"For any business, if a price...","start":194.345,"end":196.845,"sentiment":"neutral","sentiment_score":-0.08204158892234166}],"sentiment":"neutral","sentiment_score":-0.06602784651129143,"num_words":23,"start":187.705,"end":196.845},{"sentences":[{"text":"If the price increase is really advantage and disadvantage.","start":197.66,"end":201.44,"sentiment":"negative","sentiment_score":-0.3875424762566884},{"text":"So on here, before the discount period ends, I can go ahead and revisit, check again if we can get another approval to extend another discount period for you until your contract has been fulfilled, something like that.","start":201.81999,"end":220.94499,"sentiment":"neutral","sentiment_score":-0.11150011714351804},{"text":"Like, for example...","start":220.94499,"end":221.845,"sentiment":"neutral","sentiment_score":-0.05036968241135279},{"text":"Let me go back to your account here.","start":222.465,"end":224.385,"sentiment":"neutral","sentiment_score":-0.010960676474496722},{"text":"One moment.","start":224.385,"end":225.125,"sentiment":"neutral","sentiment_score":0.006938142701983452}],"sentiment":"neutral","sentiment_score":-0.13249674852316579,"num_words":60,"start":197.66,"end":225.125},{"sentences":[{"text":"Isn't it what I've got approved is the four month 15%?","start":225.7,"end":230.51999,"sentiment":"neutral","sentiment_score":-0.019868779080835255},{"text":"So before February ends, I'll go ahead and revisit, check what is the best we can do if we can extend another 15% for three months.","start":230.81999,"end":242.69499,"sentiment":"neutral","sentiment_score":-0.020151207510095377},{"text":"And then after three months, I'll go ahead and revisit.","start":243.075,"end":246.295,"sentiment":"neutral","sentiment_score":0.008238219982013106},{"text":"You know, if you get what I'm trying to say, at least I will...","start":246.59499,"end":251.82999,"sentiment":"neutral","sentiment_score":-0.04468607849308422},{"text":"Because I I am not able to just push through here again and put the 15% the full the full year or the full month of your contract, something like that.","start":252.29,"end":264.735,"sentiment":"neutral","sentiment_score":-0.14724587288595015}],"sentiment":"neutral","sentiment_score":-0.06359057525759967,"num_words":92,"start":225.7,"end":264.735},{"sentences":[{"text":"But I can go ahead and revisit before the end of the four months of discounted period, then we can start from there.","start":264.81497,"end":275.875,"sentiment":"neutral","sentiment_score":0.016334240770210392},{"text":"Mm-mm.","start":286.43,"end":286.75,"sentiment":"neutral","sentiment_score":0.07198233157396317},{"text":"Yeah.","start":286.75,"end":287.25,"sentiment":"neutral","sentiment_score":0.10332293808460236},{"text":"Yeah.","start":290.325,"end":290.805,"sentiment":"neutral","sentiment_score":0.01294516772031784},{"text":"I I am...","start":290.805,"end":291.605,"sentiment":"neutral","sentiment_score":0.0037868721410632133}],"sentiment":"neutral","sentiment_score":0.019837882466100413,"num_words":29,"start":264.81497,"end":291.605},{"sentences":[{"text":"From yesterday and onwards, I will personally handle your account.","start":291.605,"end":297.305,"sentiment":"neutral","sentiment_score":0.016065407264977693},{"text":"Okay?","start":297.925,"end":298.325,"sentiment":"neutral","sentiment_score":0.0312977135181427},{"text":"I will already inform our team that I'm the one who's handling your account here.","start":298.325,"end":304.345,"sentiment":"neutral","sentiment_score":0.04893570418159167},{"text":"My name is Melissa.","start":304.52,"end":305.58002,"sentiment":"neutral","sentiment_score":0.07576620578765869},{"text":"I'm from account.","start":305.72,"end":306.68,"sentiment":"neutral","sentiment_score":0.05963794142007828}],"sentiment":"neutral","sentiment_score":0.04266563625159589,"num_words":33,"start":291.605,"end":306.68},{"sentences":[{"text":"So before February ends, last week of February, I will go ahead and call you and provide you the outcome if I was able to get an approval to provide you another extension for 15%.","start":306.68,"end":321.975,"sentiment":"neutral","sentiment_score":0.08378660412771362},{"text":"In that way, of course, you could decide.","start":321.975,"end":324.39502,"sentiment":"neutral","sentiment_score":0.12137422990053892},{"text":"Right?","start":324.61502,"end":325.015,"sentiment":"neutral","sentiment_score":0.06667826324701309},{"text":"Because, like, for example...","start":325.015,"end":326.475,"sentiment":"neutral","sentiment_score":0.0222791931591928},{"text":"And so February, I'll call you.","start":326.935,"end":328.61502,"sentiment":"neutral","sentiment_score":0.023615756072103977}],"sentiment":"neutral","sentiment_score":0.07779656585167956,"num_words":54,"start":306.68,"end":328.61502},{"sentences":[{"text":"Hey, Bill.","start":328.61502,"end":329.17502,"sentiment":"neutral","sentiment_score":0.25541432201862335},{"text":"Good news.","start":329.17502,"end":329.655,"sentiment":"positive","sentiment_score":0.5591623187065125},{"text":"I can go ahead and provide you another three months discount.","start":329.655,"end":332.375,"sentiment":"positive","sentiment_score":0.37009055506099353},{"text":"So, of course, you can stay.","start":332.375,"end":334.69,"sentiment":"neutral","sentiment_score":0.2784060438474019},{"text":"But if I wasn't able to, I'll still call you and, hey, Bill.","start":334.91,"end":338.03,"sentiment":"neutral","sentiment_score":0.04361904605936546}],"sentiment":"neutral","sentiment_score":0.23345980144051068,"num_words":34,"start":328.61502,"end":338.03},{"sentences":[{"text":"I'm so sorry.","start":338.03,"end":338.91,"sentiment":"neutral","sentiment_score":-0.1062613030274709},{"text":"The discount ends, something like that.","start":338.91,"end":340.51,"sentiment":"neutral","sentiment_score":-0.06210017887254556},{"text":"So you can decide.","start":340.51,"end":341.57,"sentiment":"neutral","sentiment_score":0.12073684111237526},{"text":"In that way, you have an option to explore other ISP, something like that.","start":341.87003,"end":348.845,"sentiment":"neutral","sentiment_score":0.1429684055703027},{"text":"But personally, on my end, we don't want to lose you as our customer just because of this price increase.","start":348.845,"end":355.745,"sentiment":"neutral","sentiment_score":-0.15268217921257018}],"sentiment":"neutral","sentiment_score":-0.026819649449688322,"num_words":47,"start":338.03,"end":355.745},{"sentences":[{"text":"So I review and check what could be the best possible way just to reduce the impact of the increase, which provide you this 15% discount.","start":355.805,"end":366.06,"sentiment":"neutral","sentiment_score":0.042016346294146314},{"text":"So, yeah, if you are okay with that, I can go ahead and definitely take note of this.","start":366.52,"end":372.625,"sentiment":"neutral","sentiment_score":0.21349493538339934},{"text":"And trust me, even though this month passes, I'll go ahead and still revisit your account before February ends and check on this.","start":372.625,"end":383.61,"sentiment":"neutral","sentiment_score":0.05777047906556855},{"text":"To the contract.","start":423.55502,"end":424.855,"sentiment":"neutral","sentiment_score":-0.10634165505568187},{"text":"Mhmm.","start":425.39502,"end":425.715,"sentiment":"neutral","sentiment_score":-0.07042770087718964}],"sentiment":"neutral","sentiment_score":0.08274087595792723,"num_words":71,"start":355.805,"end":425.715},{"sentences":[{"text":"I understand.","start":425.715,"end":426.45502,"sentiment":"neutral","sentiment_score":-0.09501717239618301},{"text":"Mhmm.","start":426.83502,"end":427.33502,"sentiment":"neutral","sentiment_score":-0.11262025684118272},{"text":"Mhmm.","start":456.23502,"end":456.73502,"sentiment":"neutral","sentiment_score":-0.08859483897686005},{"text":"Yeah.","start":460.41,"end":460.91,"sentiment":"neutral","sentiment_score":-0.26020655035972595},{"text":"Mhmm.","start":464.16998,"end":464.66998,"sentiment":"neutral","sentiment_score":-0.3156698942184448}],"sentiment":"neutral","sentiment_score":-0.16118764753142992,"num_words":6,"start":425.715,"end":464.66998},{"sentences":[{"text":"Yeah.","start":467.93,"end":468.43,"sentiment":"neutral","sentiment_score":-0.0566285140812397},{"text":"No.","start":468.49,"end":468.65,"sentiment":"neutral","sentiment_score":-0.05257875472307205},{"text":"No worries.","start":468.65,"end":469.55,"sentiment":"neutral","sentiment_score":0.011353068053722382},{"text":"I do understand that.","start":469.61,"end":470.88998,"sentiment":"neutral","sentiment_score":0.054934785701334476},{"text":"But, yeah, I would love and happy to fight on February to provide you another discount, at least for that 15% until you finish the contract.","start":470.88998,"end":484.205,"sentiment":"neutral","sentiment_score":0.2729673507408454}],"sentiment":"neutral","sentiment_score":0.21265850380501328,"num_words":34,"start":467.93,"end":484.205},{"sentences":[{"text":"Okay?","start":484.745,"end":485.065,"sentiment":"neutral","sentiment_score":0.01793547533452511},{"text":"It just so happened I cannot put it on the system for that remaining months for fifteen months, something like that.","start":485.065,"end":494.12,"sentiment":"neutral","sentiment_score":-0.10805544381340344},{"text":"I can make it, like, a partial three months, three months, something like that.","start":494.12,"end":498.92,"sentiment":"neutral","sentiment_score":0.002505114568131311},{"text":"But I could definitely do my best to fight to get that for you, Bill.","start":498.92,"end":503.725,"sentiment":"neutral","sentiment_score":0.2749254494905472},{"text":"And also, asides with the...","start":503.865,"end":505.625,"sentiment":"neutral","sentiment_score":-0.0032348908483982087}],"sentiment":"neutral","sentiment_score":0.03377767941648407,"num_words":56,"start":484.745,"end":505.625},{"sentences":[{"text":"This pricing, the contract, and everything yesterday, I've also, take note of the questions or inquiry you have about the paper bill.","start":505.625,"end":515.485,"sentiment":"neutral","sentiment_score":-0.06462433375418186},{"text":"So I've asked Dom.","start":515.84,"end":517.7,"sentiment":"neutral","sentiment_score":-0.11898281052708626},{"text":"Dom mentioned that the paper billing is no longer available for residential accounts.","start":517.92,"end":522.9,"sentiment":"neutral","sentiment_score":-0.23394679450071776},{"text":"It's only available for business account because he mentioned there is a printing paper envelope stamp and its price increase.","start":523.04004,"end":532.435,"sentiment":"neutral","sentiment_score":-0.29868926778435706},{"text":"So he said it's not worth it.","start":533.055,"end":535.715,"sentiment":"negative","sentiment_score":-0.44020531858716694}],"sentiment":"neutral","sentiment_score":-0.2120332954394998,"num_words":66,"start":505.625,"end":535.715},{"sentences":[{"text":"Yeah.","start":537.695,"end":538.015,"sentiment":"neutral","sentiment_score":-0.03466513380408287},{"text":"So...","start":538.015,"end":538.515,"sentiment":"neutral","sentiment_score":-0.03508828580379486},{"text":"Yeah.","start":539.055,"end":539.555,"sentiment":"neutral","sentiment_score":-0.06826712191104889},{"text":"Yeah.","start":541.215,"end":541.715,"sentiment":"neutral","sentiment_score":-0.019230451434850693},{"text":"Email.","start":541.855,"end":542.355,"sentiment":"neutral","sentiment_score":-0.02917233109474182}],"sentiment":"neutral","sentiment_score":-0.03728466480970383,"num_words":5,"start":537.695,"end":542.355},{"sentences":[{"text":"Yeah.","start":547.23,"end":547.55,"sentiment":"neutral","sentiment_score":0.024957669898867607},{"text":"Yeah.","start":547.55,"end":547.87,"sentiment":"neutral","sentiment_score":0.037112995982170105},{"text":"I confirm it to them.","start":547.87,"end":550.11,"sentiment":"neutral","sentiment_score":0.10398886799812317},{"text":"And then he said, oh, mister Bill, please tell him we no longer have this paper bill to residential account.","start":550.11,"end":559.405,"sentiment":"neutral","sentiment_score":-0.07586701279506088},{"text":"Because I wanted to make sure that once I go back to you, I have the answer to your inquiries.","start":559.405,"end":565.185,"sentiment":"neutral","sentiment_score":0.03289324613288045}],"sentiment":"neutral","sentiment_score":-0.005903411220679892,"num_words":47,"start":547.23,"end":565.185},{"sentences":[{"text":"Reason why I asked him.","start":566.045,"end":567.505,"sentiment":"neutral","sentiment_score":-0.044256020337343216},{"text":"Yes.","start":579.94,"end":580.18,"sentiment":"neutral","sentiment_score":0.019303971901535988},{"text":"Yes.","start":580.18,"end":580.66,"sentiment":"neutral","sentiment_score":0.02064729668200016},{"text":"He's...","start":580.66,"end":581.16,"sentiment":"neutral","sentiment_score":0.004942411556839943},{"text":"We're from tech tech department, and they have an access with this thing as well.","start":581.62,"end":586.815,"sentiment":"neutral","sentiment_score":0.09574008584022523}],"sentiment":"neutral","sentiment_score":0.05477021156769732,"num_words":23,"start":566.045,"end":586.815},{"sentences":[{"text":"And, also, I wanted to thank you for bringing the the paper bill showing from our invoice.","start":586.815,"end":596.515,"sentiment":"positive","sentiment_score":0.42351771540501537},{"text":"So, yeah, we already sorted this out as well.","start":597.59,"end":601.99,"sentiment":"positive","sentiment_score":0.37804605894618565},{"text":"It has been indicated specifically that's only for business accounts, And that's because of you, because of your feedback.","start":601.99,"end":612.965,"sentiment":"neutral","sentiment_score":0.14092338781215644},{"text":"So that has been updated as well.","start":613.66504,"end":616.085,"sentiment":"neutral","sentiment_score":0.1399953407900674},{"text":"Yes.","start":624.18,"end":624.42,"sentiment":"neutral","sentiment_score":0.09788703918457033}],"sentiment":"neutral","sentiment_score":0.27089838651975373,"num_words":53,"start":586.815,"end":624.42},{"sentences":[{"text":"It's set up.","start":624.42,"end":625.22003,"sentiment":"neutral","sentiment_score":0.10428193211555481},{"text":"I confirm is it set up.","start":625.22003,"end":626.66,"sentiment":"neutral","sentiment_score":0.15173964450756708},{"text":"And if there's any issue in processing the payment, we will definitely call you or send you a notification to let you know.","start":626.66,"end":634.02,"sentiment":"neutral","sentiment_score":0.07610718258049178},{"text":"And were you able to confirm if you got the rectified bill?","start":634.02,"end":638.34,"sentiment":"neutral","sentiment_score":0.055242715092996754},{"text":"I just sent it before I called you.","start":638.34,"end":640.585,"sentiment":"neutral","sentiment_score":-0.03136380575597286}],"sentiment":"neutral","sentiment_score":0.06511059611176069,"num_words":52,"start":624.42,"end":640.585},{"sentences":[{"text":"Okay.","start":645.125,"end":645.625,"sentiment":"neutral","sentiment_score":-0.02000848948955536},{"text":"Mm-mm.","start":655.92004,"end":656.42004,"sentiment":"neutral","sentiment_score":-0.02954035811126232},{"text":"Yeah.","start":671.065,"end":671.565,"sentiment":"neutral","sentiment_score":0.04657866060733795},{"text":"Like, it's like...","start":671.625,"end":672.765,"sentiment":"neutral","sentiment_score":0.017068008581797283},{"text":"So give it a peace of mind to customer that...","start":674.025,"end":677.145,"sentiment":"neutral","sentiment_score":0.07818558048456907}],"sentiment":"neutral","sentiment_score":0.05188060272485018,"num_words":16,"start":645.125,"end":677.145},{"sentences":[{"text":"Oh, okay.","start":677.145,"end":677.785,"sentiment":"neutral","sentiment_score":0.06956254690885544},{"text":"My...","start":677.785,"end":678.185,"sentiment":"neutral","sentiment_score":0.04319692403078079},{"text":"It is fine.","start":678.185,"end":679.065,"sentiment":"neutral","sentiment_score":0.16532357037067413},{"text":"It will process accordingly, time based, something like that.","start":679.065,"end":682.025,"sentiment":"neutral","sentiment_score":0.11798521959119374},{"text":"Right?","start":682.025,"end":682.35,"sentiment":"neutral","sentiment_score":0.10222205519676208}],"sentiment":"neutral","sentiment_score":0.11514886002987623,"num_words":16,"start":677.145,"end":682.35},{"sentences":[{"text":"Yeah.","start":682.35,"end":682.58997,"sentiment":"neutral","sentiment_score":0.09556744992733002},{"text":"No worries.","start":682.58997,"end":683.23,"sentiment":"neutral","sentiment_score":0.15347561240196228},{"text":"I'll take note of this and try to reach out to our support, to our CRM if they could update this as well through the invoice phase.","start":683.23,"end":691.81,"sentiment":"neutral","sentiment_score":0.12171570591076657},{"text":"Yeah.","start":705.84503,"end":706.34503,"sentiment":"neutral","sentiment_score":-0.055601730942726135},{"text":"That's 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Bill speaking. Yeah. Good, Melissa. How are you? That's fine. Yep. Yep. I appreciate what you've done. I... I'm I'm happy to continue on whilst you apply the 15% discount for the for the... For four months after adjusting this this month's account to the previous price of $799.50. But, you know, I I I I was lured into a twenty four month contract, and one month in, this increase comes out of the blue without any notice. Alright. I understand what you say. But when I look at other options of moving, you say that I'm, you know, I need to pay a $250 penalty fee. So so that that doesn't sit sit well with me. I'd I'd like you to extend the new rate for the term of the contract for the whole twenty four twenty four months. If you can't do that, then I would like you to release me from the contract. Whenever I decide I'm gonna go, I wanna go without penalty. Yep. Yeah. Okay. Well, yeah. Sure. I'm happy to continue on that basis. So how will it work in in in in four months' time? Will you contact me and and advise me the outcome of whether you could... Whether you can organize a further extension or not? Okay. Hold on. Yep. Yeah. Yep. No. That's that's fine, Melissa. I'm happy to continue on on that basis. I appreciate you you you... What you've done and what you got... What you... You're gonna try and do over the over the coming months. So, yeah, I can continue on on that basis. So, you know, I just think that before I joined up, if if if the person that said to me, alright. Well, your your your monthly fee is gonna be $79.95 for the first month, and then and then from the second month onward, it's gonna go up to $95 a month, and and you're gonna be locked into a twenty four month contract. And if you decide to leave, you're gonna have to pay $250. I I would never I would never have committed to that to to that to that to the contract. You know, I I I was blindsided. I I I thought I thought that the... You know, with contracts, generally, with, you know, with all sorts of contracts, whatever you enter into is fixed for the term of the contract. And everyone understands once the once the contract expires, then everything's up for review. You know? I thought the review would take place in twenty four months' time. I didn't think the review would take place, you know, one one month one month into a two year contract. So that that... That's that's what upset me, and that's why I made the call. And and that's why I was probably annoyed with you yesterday, so my apologies. But, you know, my emotions got the better of me. Okay. Hold on. Yeah. Sure. Yeah. Okay. Alright. So it's email. You can't do paper bills. Just... It's just email account. Yeah. But did did you say did you say you spoke to Dom? Is that who you said you spoke to, Dom? Yeah. Okay. Yeah. No. That's fine. Thanks for doing that. So when you say you spoke to Dom, is that the same Dom that that came and installed the the router and got us all connected? Is that the same person you spoke to? Dom? Dominic? Yeah. Okay. Yeah. Yeah. Okay. Alright. Okay. Yeah. Okay. Okay. No. That's good. And and and with the direct debit, even though it doesn't say direct debit on the account, it is set up behind the scenes. Yeah? Yeah. Okay. Yeah. I I haven't I haven't looked, Melissa. I'll I'll I'll have a look. I'll have a look. But it's something else that you can probably implement down the track, and that is if you can indicate in your bill, if there's a direct debit arrangement in place, you know, most businesses will have the amount that's payable, the due date, and it'll have, you know, direct debit. Direct debit on, you know, the August 15. Direct debit on the November 17. The... And that way the customer knows that that the direct debit is in place. And then you you don't have... Yeah. Then you don't have customers like... Yeah. Because... Yeah. Yeah. Yeah. Because because otherwise, you have customers like me then ringing up. They've received their bill. It doesn't say direct debit, and they think, I'm sure I organized direct debit. Have it... Hang on. Let me ring up and make sure. They ring up. They ask you. You have to look it up. You know? Oh, yes. It's in the system, but it doesn't show. It just takes up your time, takes up my time unnecessarily. But... Yeah. Yeah. Yeah. That's it. That's it. Yeah. That's it. Yeah. Yeah. Sure. No problem. Alright. All good. Thank you so much, Melissa. I'll wait to hear from you in February. Yeah. Or thereabouts. Yeah. Okay. Sure. Okay. All good. No worries. Thanks, Melissa. Appreciate your help. Thank you. Bye bye. See you. You too. 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Bill speaking. Yeah. Good, Melissa. How are you?\n\nThat's fine. Yep. Yep. I appreciate what you've done. I...\n\nI'm I'm happy to continue on whilst you apply the 15% discount for the for the... For four months after adjusting this this month's account to the previous price of $799.50. But, you know, I I I I was lured into a twenty four month contract, and one month in, this increase comes out of the blue without any notice. Alright. I understand what you say.\n\nBut when I look at other options of moving, you say that I'm, you know, I need to pay a $250 penalty fee. So so that that doesn't sit sit well with me. I'd I'd like you to extend the new rate for the term of the contract for the whole twenty four twenty four months. If you can't do that, then I would like you to release me from the contract. Whenever I decide I'm gonna go, I wanna go without penalty.\n\nYep. Yeah. Okay. Well, yeah. Sure.\n\nI'm happy to continue on that basis. So how will it work in in in in four months' time? Will you contact me and and advise me the outcome of whether you could... Whether you can organize a further extension or not? Okay.\n\nHold on. Yep. Yeah. Yep. No.\n\nThat's that's fine, Melissa. I'm happy to continue on on that basis. I appreciate you you you... What you've done and what you got... What you...\n\nYou're gonna try and do over the over the coming months. So, yeah, I can continue on on that basis. So, you know, I just think that before I joined up, if if if the person that said to me, alright. Well, your your your monthly fee is gonna be $79.95 for the first month, and then and then from the second month onward, it's gonna go up to $95 a month, and and you're gonna be locked into a twenty four month contract. And if you decide to leave, you're gonna have to pay $250.\n\nI I would never I would never have committed to that to to that to that to the contract. You know, I I I was blindsided. I I I thought I thought that the... You know, with contracts, generally, with, you know, with all sorts of contracts, whatever you enter into is fixed for the term of the contract. And everyone understands once the once the contract expires, then everything's up for review.\n\nYou know? I thought the review would take place in twenty four months' time. I didn't think the review would take place, you know, one one month one month into a two year contract. So that that... That's that's what upset me, and that's why I made the call.\n\nAnd and that's why I was probably annoyed with you yesterday, so my apologies. But, you know, my emotions got the better of me. Okay. Hold on. Yeah.\n\nSure. Yeah. Okay. Alright. So it's email.\n\nYou can't do paper bills. Just... It's just email account. Yeah. But did did you say did you say you spoke to Dom?\n\nIs that who you said you spoke to, Dom? Yeah. Okay. Yeah. No.\n\nThat's fine. Thanks for doing that. So when you say you spoke to Dom, is that the same Dom that that came and installed the the router and got us all connected? Is that the same person you spoke to? Dom?\n\nDominic? Yeah. Okay. Yeah. Yeah.\n\nOkay. Alright. Okay. Yeah. Okay.\n\nOkay. No. That's good. And and and with the direct debit, even though it doesn't say direct debit on the account, it is set up behind the scenes. Yeah?\n\nYeah. Okay. Yeah. I I haven't I haven't looked, Melissa. I'll I'll I'll have a look.\n\nI'll have a look. But it's something else that you can probably implement down the track, and that is if you can indicate in your bill, if there's a direct debit arrangement in place, you know, most businesses will have the amount that's payable, the due date, and it'll have, you know, direct debit. Direct debit on, you know, the August 15. Direct debit on the November 17. The...\n\nAnd that way the customer knows that that the direct debit is in place. And then you you don't have... Yeah. Then you don't have customers like... Yeah.\n\nBecause... Yeah. Yeah. Yeah. Because because otherwise, you have customers like me then ringing up.\n\nThey've received their bill. It doesn't say direct debit, and they think, I'm sure I organized direct debit. Have it... Hang on. Let me ring up and make sure.\n\nThey ring up. They ask you. You have to look it up. You know? Oh, yes.\n\nIt's in the system, but it doesn't show. It just takes up your time, takes up my time unnecessarily. But... Yeah. Yeah.\n\nYeah. That's it. That's it. Yeah. That's it.\n\nYeah. Yeah. Sure. No problem. Alright.\n\nAll good. Thank you so much, Melissa. I'll wait to hear from you in February. Yeah. Or thereabouts.\n\nYeah. Okay. Sure. Okay. All good.\n\nNo worries. Thanks, Melissa. Appreciate your help. Thank you. Bye bye.\n\nSee you. You too. Bye bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":0.79999995,"end":1.1999999,"sentiment":"neutral","sentiment_score":0.039971038699150085},{"text":"Bill speaking.","start":1.1999999,"end":2.1,"sentiment":"neutral","sentiment_score":0.042736612260341644},{"text":"Yeah.","start":11.599999,"end":11.84,"sentiment":"neutral","sentiment_score":0.25640004873275757},{"text":"Good, Melissa.","start":11.84,"end":12.48,"sentiment":"positive","sentiment_score":0.46070022881031036},{"text":"How are you?","start":12.48,"end":13.065,"sentiment":"positive","sentiment_score":0.3664873739083608}],"sentiment":"neutral","sentiment_score":0.26696743236647713,"num_words":9,"start":0.79999995,"end":13.065},{"sentences":[{"text":"That's fine.","start":16.824999,"end":17.564999,"sentiment":"neutral","sentiment_score":0.32852664589881897},{"text":"Yep.","start":45.775,"end":46.275,"sentiment":"neutral","sentiment_score":-0.07279229164123535},{"text":"Yep.","start":78.399994,"end":78.899994,"sentiment":"neutral","sentiment_score":0.12546372413635254},{"text":"I appreciate what you've done.","start":120.505005,"end":122.285,"sentiment":"positive","sentiment_score":0.64239901304245},{"text":"I...","start":123.785,"end":124.285,"sentiment":"neutral","sentiment_score":0.22309541702270508}],"sentiment":"positive","sentiment_score":0.414481520652771,"num_words":10,"start":16.824999,"end":124.285},{"sentences":[{"text":"I'm I'm happy to continue on whilst you apply the 15% discount for the for the...","start":124.665,"end":133.54,"sentiment":"neutral","sentiment_score":0.25281302945222706},{"text":"For four months after adjusting this this month's account to the previous price of $799.50.","start":133.54,"end":139.24,"sentiment":"neutral","sentiment_score":-0.04404230763514837},{"text":"But, you know, I I I I was lured into a twenty four month contract, and one month in, this increase comes out of the blue without any notice.","start":139.78,"end":153.105,"sentiment":"neutral","sentiment_score":-0.3060084684141751},{"text":"Alright.","start":153.16501,"end":153.485,"sentiment":"neutral","sentiment_score":-0.1133417785167694},{"text":"I understand what you say.","start":153.485,"end":155.185,"sentiment":"neutral","sentiment_score":-0.1089105635881424}],"sentiment":"neutral","sentiment_score":-0.09314797460242655,"num_words":66,"start":124.665,"end":155.185},{"sentences":[{"text":"But when I look at other options of moving, you say that I'm, you know, I need to pay a $250 penalty fee.","start":155.485,"end":165.74,"sentiment":"neutral","sentiment_score":-0.31014223526353424},{"text":"So so that that doesn't sit sit well with me.","start":166.36,"end":170.12001,"sentiment":"negative","sentiment_score":-0.4860866039991379},{"text":"I'd I'd like you to extend the new rate for the term of the contract for the whole twenty four twenty four months.","start":170.12001,"end":176.615,"sentiment":"neutral","sentiment_score":-0.07174577191472054},{"text":"If you can't do that, then I would like you to release me from the contract.","start":176.615,"end":181.57501,"sentiment":"negative","sentiment_score":-0.4084183704108},{"text":"Whenever I decide I'm gonna go, I wanna go without penalty.","start":181.57501,"end":186.07501,"sentiment":"neutral","sentiment_score":-0.06920527497475798}],"sentiment":"neutral","sentiment_score":-0.25229207417332983,"num_words":83,"start":155.485,"end":186.07501},{"sentences":[{"text":"Yep.","start":249.83,"end":250.33,"sentiment":"neutral","sentiment_score":-0.02735412679612637},{"text":"Yeah.","start":273.38998,"end":273.78998,"sentiment":"neutral","sentiment_score":0.05747117847204208},{"text":"Okay.","start":273.78998,"end":274.11,"sentiment":"neutral","sentiment_score":0.07757970690727234},{"text":"Well, yeah.","start":274.11,"end":275.09,"sentiment":"neutral","sentiment_score":0.11794687062501907},{"text":"Sure.","start":276.27,"end":276.66998,"sentiment":"positive","sentiment_score":0.4548790454864502}],"sentiment":"neutral","sentiment_score":0.1330782575532794,"num_words":6,"start":249.83,"end":276.66998},{"sentences":[{"text":"I'm happy to continue on that basis.","start":276.66998,"end":278.59,"sentiment":"positive","sentiment_score":0.6652006251471383},{"text":"So how will it work in in in in four months' time?","start":278.59,"end":282.575,"sentiment":"neutral","sentiment_score":0.2553882747888565},{"text":"Will you contact me and and advise me the outcome of whether you could...","start":282.575,"end":287.375,"sentiment":"neutral","sentiment_score":0.07637377828359604},{"text":"Whether you can organize a further extension or not?","start":287.375,"end":290.11502,"sentiment":"neutral","sentiment_score":0.05561701808538702},{"text":"Okay.","start":297.62,"end":298.09998,"sentiment":"neutral","sentiment_score":0.045487698167562485}],"sentiment":"neutral","sentiment_score":0.21712412628843342,"num_words":43,"start":276.66998,"end":298.09998},{"sentences":[{"text":"Hold on.","start":298.09998,"end":298.91998,"sentiment":"neutral","sentiment_score":0.033155808225274086},{"text":"Yep.","start":304.81998,"end":305.31998,"sentiment":"neutral","sentiment_score":0.08243458718061447},{"text":"Yeah.","start":371.625,"end":372.125,"sentiment":"neutral","sentiment_score":0.0725107491016388},{"text":"Yep.","start":382.5,"end":382.74002,"sentiment":"neutral","sentiment_score":0.028714504092931747},{"text":"No.","start":382.74002,"end":383.24002,"sentiment":"neutral","sentiment_score":-0.01694079302251339}],"sentiment":"neutral","sentiment_score":0.0388384439672033,"num_words":6,"start":298.09998,"end":383.24002},{"sentences":[{"text":"That's that's fine, Melissa.","start":383.26,"end":384.90002,"sentiment":"neutral","sentiment_score":0.2634573196992278},{"text":"I'm happy to continue on on that basis.","start":384.90002,"end":387.06,"sentiment":"positive","sentiment_score":0.5811173990368843},{"text":"I appreciate you you you...","start":387.06,"end":389.0,"sentiment":"positive","sentiment_score":0.37315985560417175},{"text":"What you've done and what you got...","start":389.38,"end":390.90002,"sentiment":"neutral","sentiment_score":0.022779724959816252},{"text":"What you...","start":390.90002,"end":391.46002,"sentiment":"neutral","sentiment_score":-0.003066904842853546}],"sentiment":"neutral","sentiment_score":0.29699584669791734,"num_words":26,"start":383.26,"end":391.46002},{"sentences":[{"text":"You're gonna try and do over the over the coming months.","start":391.46002,"end":394.42,"sentiment":"neutral","sentiment_score":0.024485616976479916},{"text":"So, yeah, I can continue on on that basis.","start":394.42,"end":396.5,"sentiment":"neutral","sentiment_score":0.12464066263702181},{"text":"So, you know, I just think that before I joined up, if if if the person that said to me, alright.","start":396.5,"end":402.77502,"sentiment":"neutral","sentiment_score":-0.011558183513226964},{"text":"Well, your your your monthly fee is gonna be $79.95 for the first month, and then and then from the second month onward, it's gonna go up to $95 a month, and and you're gonna be locked into a twenty four month contract.","start":402.77502,"end":416.34,"sentiment":"neutral","sentiment_score":-0.021217301531239997},{"text":"And if you decide to leave, you're gonna have to pay $250.","start":416.4,"end":419.78,"sentiment":"neutral","sentiment_score":-0.15736331045627594}],"sentiment":"neutral","sentiment_score":-0.017211643693978356,"num_words":96,"start":391.46002,"end":419.78},{"sentences":[{"text":"I I would never I would never have committed to that to to that to that to the contract.","start":419.84,"end":426.095,"sentiment":"neutral","sentiment_score":-0.26160229820954173},{"text":"You know, I I I was blindsided.","start":426.47498,"end":428.655,"sentiment":"neutral","sentiment_score":-0.2873154559305736},{"text":"I I I thought I thought that the...","start":429.275,"end":432.47498,"sentiment":"neutral","sentiment_score":-0.1690502054989338},{"text":"You know, with contracts, generally, with, you know, with all sorts of contracts, whatever you enter into is fixed for the term of the contract.","start":432.47498,"end":441.23,"sentiment":"neutral","sentiment_score":-0.09243252471089364},{"text":"And everyone understands once the once the contract expires, then everything's up for review.","start":441.23,"end":446.99002,"sentiment":"neutral","sentiment_score":-0.0684819184243679}],"sentiment":"neutral","sentiment_score":-0.15895360927671603,"num_words":73,"start":419.84,"end":446.99002},{"sentences":[{"text":"You know?","start":446.99002,"end":447.55002,"sentiment":"neutral","sentiment_score":-0.08566537499427795},{"text":"I thought the review would take place in twenty four months' time.","start":447.55002,"end":450.27002,"sentiment":"neutral","sentiment_score":-0.13176598399877548},{"text":"I didn't think the review would take place, you know, one one month one month into a two year contract.","start":450.27002,"end":455.39502,"sentiment":"neutral","sentiment_score":-0.21875176578760147},{"text":"So that that...","start":455.39502,"end":456.67502,"sentiment":"neutral","sentiment_score":-0.10528155912955602},{"text":"That's that's what upset me, and that's why I made the call.","start":456.67502,"end":459.975,"sentiment":"negative","sentiment_score":-0.40640394389629364}],"sentiment":"neutral","sentiment_score":-0.23102550771163435,"num_words":49,"start":446.99002,"end":459.975},{"sentences":[{"text":"And and that's why I was probably annoyed with you yesterday, so my apologies.","start":460.355,"end":464.935,"sentiment":"negative","sentiment_score":-0.3955391783799444},{"text":"But, you know, my emotions got the better of me.","start":464.995,"end":467.415,"sentiment":"negative","sentiment_score":-0.5676684141159057},{"text":"Okay.","start":481.63998,"end":481.875,"sentiment":"neutral","sentiment_score":0.09972570836544035},{"text":"Hold on.","start":484.915,"end":485.655,"sentiment":"neutral","sentiment_score":-0.030580269172787666},{"text":"Yeah.","start":494.515,"end":494.85,"sentiment":"neutral","sentiment_score":0.013893477618694304}],"sentiment":"negative","sentiment_score":-0.3986347853871329,"num_words":28,"start":460.355,"end":494.85},{"sentences":[{"text":"Sure.","start":498.77002,"end":499.27002,"sentiment":"neutral","sentiment_score":0.1590324640274048},{"text":"Yeah.","start":504.05002,"end":504.55002,"sentiment":"neutral","sentiment_score":0.00902925431728363},{"text":"Okay.","start":536.3,"end":536.78,"sentiment":"neutral","sentiment_score":-0.06272229552268982},{"text":"Alright.","start":536.78,"end":537.18,"sentiment":"neutral","sentiment_score":-0.033774010837078094},{"text":"So it's email.","start":537.18,"end":538.065,"sentiment":"neutral","sentiment_score":-0.034646828969319664}],"sentiment":"neutral","sentiment_score":-0.004625010703291208,"num_words":7,"start":498.77002,"end":538.065},{"sentences":[{"text":"You can't do paper bills.","start":538.225,"end":539.585,"sentiment":"neutral","sentiment_score":-0.11517785042524338},{"text":"Just...","start":539.585,"end":539.745,"sentiment":"neutral","sentiment_score":-0.05839041620492935},{"text":"It's just email account.","start":539.745,"end":540.945,"sentiment":"neutral","sentiment_score":-0.06194509658962488},{"text":"Yeah.","start":540.945,"end":541.34503,"sentiment":"neutral","sentiment_score":-0.023480124771595},{"text":"But did did you say did you say you spoke to Dom?","start":541.34503,"end":544.465,"sentiment":"neutral","sentiment_score":-0.025027610051135223}],"sentiment":"neutral","sentiment_score":-0.05242919565542885,"num_words":23,"start":538.225,"end":544.465},{"sentences":[{"text":"Is that who you said you spoke to, Dom?","start":544.465,"end":546.645,"sentiment":"neutral","sentiment_score":-0.015014933732648691},{"text":"Yeah.","start":547.985,"end":548.305,"sentiment":"neutral","sentiment_score":0.06421417742967606},{"text":"Okay.","start":548.305,"end":548.805,"sentiment":"neutral","sentiment_score":0.10347682237625122},{"text":"Yeah.","start":566.09503,"end":566.59503,"sentiment":"neutral","sentiment_score":-0.013175306841731071},{"text":"No.","start":567.695,"end":567.935,"sentiment":"neutral","sentiment_score":-0.0719313770532608}],"sentiment":"neutral","sentiment_score":-0.00404231443714637,"num_words":13,"start":544.465,"end":567.935},{"sentences":[{"text":"That's fine.","start":567.935,"end":568.41504,"sentiment":"neutral","sentiment_score":0.19779370725154877},{"text":"Thanks for doing that.","start":568.41504,"end":569.29504,"sentiment":"positive","sentiment_score":0.5844759941101074},{"text":"So when you say you spoke to Dom, is that the same Dom that that came and installed the the router and got us all connected?","start":569.29504,"end":576.255,"sentiment":"neutral","sentiment_score":0.02530945035127493},{"text":"Is that the same person you spoke to?","start":576.255,"end":578.015,"sentiment":"neutral","sentiment_score":-0.005911383079364896},{"text":"Dom?","start":578.015,"end":578.41504,"sentiment":"neutral","sentiment_score":0.0010239342227578163}],"sentiment":"neutral","sentiment_score":0.0815919504796223,"num_words":41,"start":567.935,"end":578.41504},{"sentences":[{"text":"Dominic?","start":578.41504,"end":578.91504,"sentiment":"neutral","sentiment_score":-0.001169830560684204},{"text":"Yeah.","start":580.3,"end":580.7,"sentiment":"neutral","sentiment_score":0.016469817608594894},{"text":"Okay.","start":580.7,"end":581.1,"sentiment":"neutral","sentiment_score":0.01934162713587284},{"text":"Yeah.","start":581.1,"end":581.6,"sentiment":"neutral","sentiment_score":0.02604597434401512},{"text":"Yeah.","start":583.18,"end":583.68,"sentiment":"neutral","sentiment_score":0.03626610338687897}],"sentiment":"neutral","sentiment_score":0.019390738382935525,"num_words":5,"start":578.41504,"end":583.68},{"sentences":[{"text":"Okay.","start":583.74,"end":584.24,"sentiment":"neutral","sentiment_score":0.05982883274555206},{"text":"Alright.","start":584.3,"end":584.8,"sentiment":"neutral","sentiment_score":0.11197260022163393},{"text":"Okay.","start":587.1,"end":587.6,"sentiment":"neutral","sentiment_score":0.1744110882282257},{"text":"Yeah.","start":609.84,"end":610.16,"sentiment":"neutral","sentiment_score":0.12457448244094849},{"text":"Okay.","start":610.16,"end":610.66,"sentiment":"neutral","sentiment_score":0.1876545548439026}],"sentiment":"neutral","sentiment_score":0.13168831169605255,"num_words":5,"start":583.74,"end":610.66},{"sentences":[{"text":"Okay.","start":613.6,"end":614.1,"sentiment":"neutral","sentiment_score":0.05086342245340347},{"text":"No.","start":614.16,"end":614.4,"sentiment":"neutral","sentiment_score":-0.017309995368123055},{"text":"That's good.","start":614.4,"end":615.22,"sentiment":"positive","sentiment_score":0.3630397319793701},{"text":"And and and with the direct debit, even though it doesn't say direct debit on the account, it is set up behind the scenes.","start":616.8,"end":622.935,"sentiment":"neutral","sentiment_score":0.03345942210095624},{"text":"Yeah?","start":622.935,"end":623.435,"sentiment":"neutral","sentiment_score":0.05823121964931488}],"sentiment":"neutral","sentiment_score":0.05589276693504432,"num_words":29,"start":613.6,"end":623.435},{"sentences":[{"text":"Yeah.","start":624.77496,"end":625.27496,"sentiment":"neutral","sentiment_score":0.10190245509147644},{"text":"Okay.","start":625.57495,"end":626.07495,"sentiment":"neutral","sentiment_score":0.16148370504379272},{"text":"Yeah.","start":633.33496,"end":633.83496,"sentiment":"neutral","sentiment_score":0.09329700469970705},{"text":"I I haven't I haven't looked, Melissa.","start":641.94,"end":644.04,"sentiment":"neutral","sentiment_score":-0.11234997532197408},{"text":"I'll I'll I'll have a look.","start":644.18,"end":645.72,"sentiment":"neutral","sentiment_score":-0.018776298811038334}],"sentiment":"neutral","sentiment_score":-0.03390152845531702,"num_words":16,"start":624.77496,"end":645.72},{"sentences":[{"text":"I'll have a look.","start":645.86,"end":646.5,"sentiment":"neutral","sentiment_score":0.043503278866410255},{"text":"But it's something else that you can probably implement down the track, and that is if you can indicate in your bill, if there's a direct debit arrangement in place, you know, most businesses will have the amount that's payable, the due date, and it'll have, you know, direct debit.","start":646.5,"end":661.99,"sentiment":"neutral","sentiment_score":0.040350929464475487},{"text":"Direct debit on, you know, the August 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show.","start":705.34503,"end":707.585,"sentiment":"neutral","sentiment_score":-0.083924425765872},{"text":"It just takes up your time, takes up my time unnecessarily.","start":707.585,"end":710.245,"sentiment":"neutral","sentiment_score":-0.25759983604604547},{"text":"But...","start":711.07,"end":711.47,"sentiment":"neutral","sentiment_score":-0.01095176301896572},{"text":"Yeah.","start":711.47,"end":711.97,"sentiment":"neutral","sentiment_score":-0.01079883985221386},{"text":"Yeah.","start":713.14996,"end":713.64996,"sentiment":"neutral","sentiment_score":-0.0021572718396782875}],"sentiment":"neutral","sentiment_score":-0.16040461260656064,"num_words":22,"start":705.34503,"end":713.64996},{"sentences":[{"text":"Yeah.","start":713.87,"end":714.35,"sentiment":"neutral","sentiment_score":0.005531947128474712},{"text":"That's it.","start":714.35,"end":714.91,"sentiment":"neutral","sentiment_score":-0.005940180504694581},{"text":"That's it.","start":714.91,"end":715.73,"sentiment":"neutral","sentiment_score":-0.01978287287056446},{"text":"Yeah.","start":715.79,"end":716.29,"sentiment":"neutral","sentiment_score":0.02278716489672661},{"text":"That's it.","start":716.43,"end":717.25,"sentiment":"neutral","sentiment_score":0.0980871319770813}],"sentiment":"neutral","sentiment_score":0.02163090865360573,"num_words":8,"start":713.87,"end":717.25},{"sentences":[{"text":"Yeah.","start":718.02997,"end":718.52997,"sentiment":"neutral","sentiment_score":0.05010822042822838},{"text":"Yeah.","start":725.87,"end":726.37,"sentiment":"neutral","sentiment_score":0.04260556399822235},{"text":"Sure.","start":728.885,"end":729.385,"sentiment":"neutral","sentiment_score":0.04097799211740494},{"text":"No problem.","start":731.28503,"end":732.025,"sentiment":"neutral","sentiment_score":0.1305188462138176},{"text":"Alright.","start":732.16504,"end":732.565,"sentiment":"neutral","sentiment_score":0.1387602537870407}],"sentiment":"neutral","sentiment_score":0.0889149537930886,"num_words":6,"start":718.02997,"end":732.565},{"sentences":[{"text":"All good.","start":732.565,"end":732.965,"sentiment":"positive","sentiment_score":0.3847023993730545},{"text":"Thank you so much, Melissa.","start":732.965,"end":734.185,"sentiment":"positive","sentiment_score":0.5791727423667907},{"text":"I'll wait to hear from you in February.","start":734.245,"end":735.92505,"sentiment":"neutral","sentiment_score":0.23168442957103252},{"text":"Yeah.","start":735.92505,"end":736.245,"sentiment":"neutral","sentiment_score":0.08613517880439758},{"text":"Or thereabouts.","start":736.245,"end":736.98505,"sentiment":"neutral","sentiment_score":0.061840200796723366}],"sentiment":"neutral","sentiment_score":0.31825330708589816,"num_words":18,"start":732.565,"end":736.98505},{"sentences":[{"text":"Yeah.","start":737.28503,"end":737.78503,"sentiment":"neutral","sentiment_score":0.0823817104101181},{"text":"Okay.","start":738.645,"end":739.145,"sentiment":"neutral","sentiment_score":0.0437239445745945},{"text":"Sure.","start":745.33997,"end":745.83997,"sentiment":"neutral","sentiment_score":0.1104532778263092},{"text":"Okay.","start":746.62,"end":747.12,"sentiment":"neutral","sentiment_score":0.10677525401115416},{"text":"All good.","start":748.3,"end":749.04,"sentiment":"positive","sentiment_score":0.45062147080898285}],"sentiment":"neutral","sentiment_score":0.20742952140669027,"num_words":6,"start":737.28503,"end":749.04},{"sentences":[{"text":"No worries.","start":750.62,"end":751.3169,"sentiment":"positive","sentiment_score":0.4376099705696106},{"text":"Thanks, Melissa.","start":751.5569,"end":752.53687,"sentiment":"positive","sentiment_score":0.794506698846817},{"text":"Appreciate your help.","start":752.5969,"end":753.47687,"sentiment":"positive","sentiment_score":0.8009446461995443},{"text":"Thank you.","start":753.47687,"end":754.2169,"sentiment":"positive","sentiment_score":0.6510060429573059},{"text":"Bye bye.","start":754.3569,"end":755.0969,"sentiment":"positive","sentiment_score":0.33743223547935486}],"sentiment":"positive","sentiment_score":0.6221767122095282,"num_words":11,"start":750.62,"end":755.0969},{"sentences":[{"text":"See you.","start":755.1569,"end":755.8169,"sentiment":"positive","sentiment_score":0.4950905740261078},{"text":"You too.","start":757.1569,"end":757.6369,"sentiment":"neutral","sentiment_score":0.2830909490585327},{"text":"Bye bye.","start":757.6369,"end":758.2969,"sentiment":"neutral","sentiment_score":0.01049475371837616}],"sentiment":"neutral","sentiment_score":0.26289209226767224,"num_words":6,"start":755.1569,"end":758.2969}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello. Bill speaking.\n\nChannel 0: Hi. Good morning. This is Melissa from Airtel accounts, the person that you spoke yesterday. How are you today, Bill?\n\nChannel 1: Yeah. Good, Melissa. How are you?\n\nChannel 0: I'm fine. Thank you so much for answering my phone call. First of\n\nChannel 1: That's\n\nChannel 0: all,\n\nChannel 1: fine.\n\nChannel 0: I'm sorry if I wasn't able to call you yesterday because I wanted to take some time to see what I can do and find the best possible offer for you because you know what, Bill? We generally don't want to lose you as our customer. But, unfortunately, we don't have any control over the recent price increase following the... This transfer, the Linham to New Loop, something like that, which is like a technical back end processes recently. With that\n\nChannel 1: Yep.\n\nChannel 0: said, I really wanted to see if there was something I can do to help. So here's what I've come up. For this month, even though we won't be making any profit, I pushed the approval to rectify your October invoice and bring it back to previous price with what you signed up, which is $79.95. So the invoice has been rectified. I sent you the new one to your email address showing $79.95 this month.\n\nAnd\n\nChannel 1: Yep.\n\nChannel 0: then if you are okay with this, just let me know. Starting this next month, the standard price will be the $95, which is the markup price. But to help reduce the impact of the increase, I can provide you 15% discount for four months. So bringing your monthly bill down to $80.75 for November, December, January, and February. So once the four month discount period ends, the standard price of $95 will apply to your account starting in March onwards.\n\nSo please let me know once you think about this. If you're okay with this arrangement, we can proceed accordingly.\n\nChannel 1: I appreciate what you've done. I... I'm I'm happy to continue on whilst you apply the 15% discount for\n\nChannel 0: Four\n\nChannel 1: the\n\nChannel 0: months.\n\nChannel 1: for the... For four months after adjusting\n\nChannel 0: Mhmm.\n\nChannel 1: this this month's account to\n\nChannel 0: Mm-mm.\n\nChannel 1: the previous price of $799.50. But, you know, I I I I was lured into a twenty four month contract, and one month in, this increase comes out of the blue without any notice. Alright. I understand what you say. But when I look at other options of moving, you say that I'm, you know, I need to pay a $250 penalty fee.\n\nSo so that that doesn't sit sit well with me. I'd I'd like you to extend the new rate for the term of the contract for the whole twenty four twenty four months. If you can't do that, then I would like you to release me from the contract. Whenever I decide I'm gonna go, I wanna go without penalty.\n\nChannel 0: Mhmm. Mhmm. So I understand that. I really understand your point of view in reference we discussed. For any business, if a price...\n\nIf the price increase is really advantage and disadvantage. So on here, before the discount period ends, I can go ahead and revisit, check again if we can get another approval to extend another discount period for you until your contract has been fulfilled, something like that. Like, for example... Let me go back to your account here. One moment.\n\nIsn't it what I've got approved is the four month 15%? So before February ends, I'll go ahead and revisit, check what is the best we can do if we can extend another 15% for three months. And then after three months, I'll go ahead and revisit. You know, if you get what I'm trying to say, at least\n\nChannel 1: Yep.\n\nChannel 0: I will... Because I I am not able to just push through here again and put the 15% the full the full year or the full month of your contract, something like that. But I can go ahead and revisit before the end of the four months of discounted period,\n\nChannel 1: Yeah.\n\nChannel 0: then\n\nChannel 1: Okay.\n\nChannel 0: we\n\nChannel 1: Well,\n\nChannel 0: can\n\nChannel 1: yeah.\n\nChannel 0: start from there.\n\nChannel 1: Sure. I'm happy to continue on that basis. So how will it work in in in in four months' time? Will you contact me and and advise me the outcome of whether\n\nChannel 0: Mm-mm. Yeah.\n\nChannel 1: you could... Whether you can organize a further extension or not?\n\nChannel 0: Yeah. I I am... From yesterday and onwards, I will personally handle your account.\n\nChannel 1: Okay.\n\nChannel 0: Okay?\n\nChannel 1: Hold\n\nChannel 0: I\n\nChannel 1: on.\n\nChannel 0: will already inform our team that I'm the one who's handling your account here. My name\n\nChannel 1: Yep.\n\nChannel 0: is Melissa. I'm from account. So before February ends, last week of February, I will go ahead and call you and provide you the outcome if I was able to get an approval to provide you another extension for 15%. In that way, of course, you could decide. Right?\n\nBecause, like, for example... And so February, I'll call you. Hey, Bill. Good news. I can go ahead and provide you another three months discount.\n\nSo, of course, you can stay. But if I wasn't able to, I'll still call you and, hey, Bill. I'm so sorry. The discount ends, something like that. So you can decide.\n\nIn that way, you have an option to explore other ISP, something like that. But personally, on my end, we don't want to lose you as our customer just because of this price increase. So I review and check what could be the best possible way just to reduce the impact of the increase, which provide you this 15% discount. So, yeah, if you are okay with that, I can go ahead and definitely take\n\nChannel 1: Yeah.\n\nChannel 0: note of this. And trust me, even though this month passes, I'll go ahead and still revisit your account before February ends and\n\nChannel 1: Yep. No.\n\nChannel 0: check on\n\nChannel 1: That's\n\nChannel 0: this.\n\nChannel 1: that's fine, Melissa. I'm happy to continue on on that basis. I appreciate you you you... What you've done and what you got... What you...\n\nYou're gonna try and do over the over the coming months. So, yeah, I can continue on on that basis. So, you know, I just think that before I joined up, if if if the person that said to me, alright. Well, your your your monthly fee is gonna be $79.95 for the first month, and then and then from the second month onward, it's gonna go up to $95 a month, and and you're gonna be locked into a twenty four month contract. And if you decide to leave, you're gonna have to pay $250.\n\nI I would never I would never have committed to that to to that\n\nChannel 0: To\n\nChannel 1: to\n\nChannel 0: the\n\nChannel 1: that\n\nChannel 0: contract.\n\nChannel 1: to\n\nChannel 0: Mhmm.\n\nChannel 1: the contract.\n\nChannel 0: I understand.\n\nChannel 1: You know,\n\nChannel 0: Mhmm.\n\nChannel 1: I I I was blindsided. I I I thought I thought that the... You know, with contracts, generally, with, you know, with all sorts of contracts, whatever you enter into is fixed for the term of the contract. And everyone understands once the once the contract expires, then everything's up for review. You know?\n\nI thought the review would take place in twenty four months' time. I didn't think the review would take place, you know, one one month one month into a two year contract. So that\n\nChannel 0: Mhmm.\n\nChannel 1: that... That's that's what upset me, and that's why I made the call. And\n\nChannel 0: Yeah.\n\nChannel 1: and that's why I was probably annoyed with you yesterday, so\n\nChannel 0: Mhmm.\n\nChannel 1: my apologies. But, you know, my emotions got the better of me.\n\nChannel 0: Yeah. No. No worries. I do understand that. But, yeah, I would love and happy to fight on February to provide you another discount, at least for that 15%\n\nChannel 1: Okay.\n\nChannel 0: until you finish the contract. Okay?\n\nChannel 1: Hold\n\nChannel 0: It just\n\nChannel 1: on.\n\nChannel 0: so happened I cannot put it on the system for that remaining months for fifteen months, something like that. I can\n\nChannel 1: Yeah.\n\nChannel 0: make it, like, a partial three months, three months, something like that.\n\nChannel 1: Sure.\n\nChannel 0: But I could definitely do my best to fight to get that for you, Bill. And\n\nChannel 1: Yeah.\n\nChannel 0: also, asides with the... This pricing, the contract, and everything yesterday, I've also, take note of the questions or inquiry you have about the paper bill. So I've asked Dom. Dom mentioned that the paper billing is no longer available for residential accounts. It's only available for business account because he mentioned there is a printing paper envelope stamp and its price increase.\n\nSo he said it's not worth it.\n\nChannel 1: Okay. Alright. So it's email.\n\nChannel 0: Yeah. So...\n\nChannel 1: You can't do paper\n\nChannel 0: Yeah.\n\nChannel 1: bills. Just... It's just email account. Yeah.\n\nChannel 0: Yeah.\n\nChannel 1: But did\n\nChannel 0: Email.\n\nChannel 1: did you say did you say you spoke to Dom? Is that who you said you spoke to, Dom?\n\nChannel 0: Yeah. Yeah. I\n\nChannel 1: Yeah. Okay.\n\nChannel 0: confirm it to them. And then he said, oh, mister Bill, please tell him we no longer have this paper bill to residential account. Because I wanted to make sure that once I go back to you, I have the answer to your inquiries. Reason\n\nChannel 1: Yeah.\n\nChannel 0: why I asked him.\n\nChannel 1: No. That's fine. Thanks for doing that. So when you say you spoke to Dom, is that the same Dom that that came and installed the the router and got us all connected? Is that the same person you spoke to?\n\nDom? Dominic?\n\nChannel 0: Yes. Yes.\n\nChannel 1: Yeah.\n\nChannel 0: He's...\n\nChannel 1: Okay. Yeah.\n\nChannel 0: We're from tech tech\n\nChannel 1: Yeah.\n\nChannel 0: department,\n\nChannel 1: Okay.\n\nChannel 0: and\n\nChannel 1: Alright.\n\nChannel 0: they have an access with this thing as well. And, also,\n\nChannel 1: Okay.\n\nChannel 0: I wanted to thank you for bringing the the paper bill showing from our invoice. So, yeah, we already sorted this out as well. It has been indicated specifically that's only for business accounts,\n\nChannel 1: Yeah.\n\nChannel 0: And\n\nChannel 1: Okay.\n\nChannel 0: that's because of you, because of your feedback.\n\nChannel 1: Okay.\n\nChannel 0: So that has\n\nChannel 1: No.\n\nChannel 0: been\n\nChannel 1: That's\n\nChannel 0: updated\n\nChannel 1: good.\n\nChannel 0: as well.\n\nChannel 1: And and and with the direct debit, even though it doesn't say direct debit on the account, it is set up behind the scenes. Yeah?\n\nChannel 0: Yes. It's\n\nChannel 1: Yeah.\n\nChannel 0: set up. I confirm\n\nChannel 1: Okay.\n\nChannel 0: is it set up. And if there's any issue in processing the payment, we will definitely call you or send you a notification to\n\nChannel 1: Yeah.\n\nChannel 0: let you know. And were you able to confirm if you got the rectified bill? I just sent it before I called you.\n\nChannel 1: I I haven't I haven't looked, Melissa. I'll I'll I'll have\n\nChannel 0: Okay.\n\nChannel 1: a look. I'll have a look. But it's something else that you can probably implement down the track, and that is if you can indicate in your bill, if there's a direct debit arrangement in place, you know,\n\nChannel 0: Mm-mm.\n\nChannel 1: most businesses will have the amount that's payable, the due date, and it'll have, you know, direct debit. Direct debit on, you know, the August 15. Direct debit on the November 17. The... And that way the customer knows that that the direct debit is in place.\n\nAnd then you\n\nChannel 0: Yeah.\n\nChannel 1: you\n\nChannel 0: Like,\n\nChannel 1: don't have...\n\nChannel 0: it's like...\n\nChannel 1: Yeah. Then you don't\n\nChannel 0: So\n\nChannel 1: have customers\n\nChannel 0: give it a\n\nChannel 1: like...\n\nChannel 0: peace of mind to customer that... Oh, okay.\n\nChannel 1: Yeah.\n\nChannel 0: My... It is fine.\n\nChannel 1: Because...\n\nChannel 0: It will process accordingly, time based, something like that. Right?\n\nChannel 1: Yeah.\n\nChannel 0: Yeah. No worries. I'll take note of this and try to reach out to our support, to our CRM if they could update this as well\n\nChannel 1: Yeah.\n\nChannel 0: through the invoice phase.\n\nChannel 1: Yeah. Because because otherwise, you have customers like me then ringing up. They've received their bill. It doesn't say direct debit, and they think, I'm sure I organized direct debit. Have it...\n\nHang on. Let me ring up and make sure. They ring up. They ask you. You have to look it up.\n\nYou know? Oh, yes. It's in\n\nChannel 0: Yeah.\n\nChannel 1: the system, but it doesn't show. It just takes up your time, takes up my time unnecessarily.\n\nChannel 0: That's correct.\n\nChannel 1: But...\n\nChannel 0: It's saving\n\nChannel 1: Yeah.\n\nChannel 0: time and effort for both\n\nChannel 1: Yeah.\n\nChannel 0: sides\n\nChannel 1: Yeah.\n\nChannel 0: if\n\nChannel 1: That's\n\nChannel 0: it's\n\nChannel 1: it.\n\nChannel 0: not\n\nChannel 1: That's\n\nChannel 0: included\n\nChannel 1: it.\n\nChannel 0: as\n\nChannel 1: Yeah.\n\nChannel 0: well. That's correct.\n\nChannel 1: That's it.\n\nChannel 0: I agree with you, Bill. But\n\nChannel 1: Yeah.\n\nChannel 0: no worries. I'll take note of this and check to our back end if they could also\n\nChannel 1: Yeah.\n\nChannel 0: incorporate these details\n\nChannel 1: Sure.\n\nChannel 0: to our invoices. Okay?\n\nChannel 1: No problem. Alright. All\n\nChannel 0: Mhmm.\n\nChannel 1: good. Thank you so much, Melissa. I'll wait to hear from you in February. Yeah. Or thereabouts.\n\nChannel 0: Yeah. Sure.\n\nChannel 1: Yeah.\n\nChannel 0: Talk soon. And\n\nChannel 1: Okay.\n\nChannel 0: then... Yeah. Anyway, I can go ahead and call you at any time once there's an update. But, yeah, that's\n\nChannel 1: Sure.\n\nChannel 0: the latest End\n\nChannel 1: Okay.\n\nChannel 0: of February. Okay? And\n\nChannel 1: All\n\nChannel 0: I appreciate\n\nChannel 1: good.\n\nChannel 0: your time and understanding, Bill.\n\nChannel 1: No worries.\n\nChannel 0: Thank\n\nChannel 1: Thanks,\n\nChannel 0: you so\n\nChannel 1: Melissa.\n\nChannel 0: much.\n\nChannel 1: Appreciate your help.\n\nChannel 0: You're\n\nChannel 1: Thank\n\nChannel 0: welcome.\n\nChannel 1: you. Bye bye.\n\nChannel 0: It's my\n\nChannel 1: See you.\n\nChannel 0: pleasure. Have a good one. Bye bye.\n\nChannel 1: You too. Bye bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":0.79999995,"end":1.1999999,"sentiment":"neutral","sentiment_score":0.039971038699150085},{"text":"Bill speaking.","start":1.1999999,"end":2.1,"sentiment":"neutral","sentiment_score":0.042736612260341644}],"sentiment":"neutral","sentiment_score":0.04181475440661112,"channel":1,"num_words":3,"start":0.79999995,"end":2.1},{"sentences":[{"text":"Hi.","start":3.6799998,"end":4.0,"sentiment":"neutral","sentiment_score":0.2336958795785904},{"text":"Good morning.","start":4.0,"end":4.74,"sentiment":"positive","sentiment_score":0.4316923916339874},{"text":"This is Melissa from Airtel accounts, the person that you spoke yesterday.","start":5.04,"end":9.94,"sentiment":"neutral","sentiment_score":0.3149156930545966},{"text":"How are you today, Bill?","start":10.08,"end":11.46,"sentiment":"positive","sentiment_score":0.3760600030422211}],"sentiment":"positive","sentiment_score":0.33781844973564146,"channel":0,"num_words":20,"start":3.6799998,"end":11.46},{"sentences":[{"text":"Yeah.","start":11.599999,"end":11.84,"sentiment":"neutral","sentiment_score":0.25640004873275757},{"text":"Good, Melissa.","start":11.84,"end":12.48,"sentiment":"positive","sentiment_score":0.46070022881031036},{"text":"How are you?","start":12.48,"end":13.065,"sentiment":"positive","sentiment_score":0.3664873739083608}],"sentiment":"positive","sentiment_score":0.3795437713464101,"channel":1,"num_words":6,"start":11.599999,"end":13.065},{"sentences":[{"text":"I'm fine.","start":13.6449995,"end":14.205,"sentiment":"positive","sentiment_score":0.39813798666000366},{"text":"Thank you so much for answering my phone call.","start":14.205,"end":16.525,"sentiment":"positive","sentiment_score":0.7124502923753526},{"text":"First of","start":16.525,"end":16.925,"sentiment":"positive","sentiment_score":0.3505853861570358}],"sentiment":"positive","sentiment_score":0.6084230290009425,"channel":0,"num_words":13,"start":13.6449995,"end":16.925},{"sentences":[{"text":"That's","start":16.824999,"end":17.064999,"sentiment":"positive","sentiment_score":0.35131126642227173}],"sentiment":"positive","sentiment_score":0.35131126642227173,"channel":1,"num_words":1,"start":16.824999,"end":17.064999},{"sentences":[{"text":"all,","start":16.925,"end":17.164999,"sentiment":"positive","sentiment_score":0.36009231209754944}],"sentiment":"positive","sentiment_score":0.36009231209754944,"channel":0,"num_words":1,"start":16.925,"end":17.164999},{"sentences":[{"text":"fine.","start":17.064999,"end":17.564999,"sentiment":"neutral","sentiment_score":0.3057420253753662}],"sentiment":"neutral","sentiment_score":0.3057420253753662,"channel":1,"num_words":1,"start":17.064999,"end":17.564999},{"sentences":[{"text":"I'm sorry if I wasn't able to call you yesterday because I wanted to take some time to see what I can do and find the best possible offer for you because you know what, Bill?","start":17.164999,"end":27.04,"sentiment":"neutral","sentiment_score":-0.045375605010324054},{"text":"We generally don't want to lose you as our customer.","start":27.04,"end":30.1,"sentiment":"neutral","sentiment_score":-0.2926069155335426},{"text":"But, unfortunately, we don't have any control over the recent price increase following the...","start":30.16,"end":35.86,"sentiment":"negative","sentiment_score":-0.38789243570395876},{"text":"This transfer, the Linham to New Loop, something like that, which is like a technical back end processes recently.","start":36.72,"end":44.695,"sentiment":"neutral","sentiment_score":-0.2542061452802859},{"text":"With that","start":45.395,"end":45.875,"sentiment":"neutral","sentiment_score":-0.13632826507091522}],"sentiment":"neutral","sentiment_score":-0.1863291151361701,"channel":0,"num_words":81,"start":17.164999,"end":45.875},{"sentences":[{"text":"Yep.","start":45.775,"end":46.275,"sentiment":"neutral","sentiment_score":-0.07279229164123535}],"sentiment":"neutral","sentiment_score":-0.07279229164123535,"channel":1,"num_words":1,"start":45.775,"end":46.275},{"sentences":[{"text":"said, I really wanted to see if there was something I can do to help.","start":45.875,"end":49.635002,"sentiment":"neutral","sentiment_score":-0.029112189511458077},{"text":"So here's what I've come up.","start":49.635002,"end":52.215,"sentiment":"neutral","sentiment_score":-0.009471367035682002},{"text":"For this month, even though we won't be making any profit, I pushed the approval to rectify your October invoice and bring it back to previous price with what you signed up, which is $79.95.","start":52.355,"end":67.44,"sentiment":"neutral","sentiment_score":-0.10774884709556187},{"text":"So the invoice has been rectified.","start":67.44,"end":70.634995,"sentiment":"neutral","sentiment_score":0.0800933688879013},{"text":"I sent you the new one to your email address showing $79.95 this month.","start":71.174995,"end":77.994995,"sentiment":"neutral","sentiment_score":0.1383033831204687}],"sentiment":"neutral","sentiment_score":-0.02431464626600868,"channel":0,"num_words":76,"start":45.875,"end":77.994995},{"sentences":[{"text":"And","start":78.295,"end":78.534996,"sentiment":"neutral","sentiment_score":0.09607215225696564}],"sentiment":"neutral","sentiment_score":0.09607215225696564,"channel":0,"num_words":1,"start":78.295,"end":78.534996},{"sentences":[{"text":"Yep.","start":78.399994,"end":78.899994,"sentiment":"neutral","sentiment_score":0.12546372413635254}],"sentiment":"neutral","sentiment_score":0.12546372413635254,"channel":1,"num_words":1,"start":78.399994,"end":78.899994},{"sentences":[{"text":"then if you are okay with this, just let me know.","start":78.534996,"end":81.994995,"sentiment":"neutral","sentiment_score":0.13693210753527554},{"text":"Starting this next month, the standard price will be the $95, which is the markup price.","start":82.295,"end":89.61,"sentiment":"neutral","sentiment_score":0.12420706124976277},{"text":"But to help reduce the impact of the increase, I can provide you 15% discount for four months.","start":89.61,"end":95.85,"sentiment":"neutral","sentiment_score":0.21851291548874643},{"text":"So bringing your monthly bill down to $80.75 for November, December, January, and February.","start":95.85,"end":103.935,"sentiment":"neutral","sentiment_score":0.24268801297460282},{"text":"So once the four month discount period ends, the standard price of $95 will apply to your account starting in March onwards.","start":104.634995,"end":112.575,"sentiment":"neutral","sentiment_score":0.12890233370390805}],"sentiment":"neutral","sentiment_score":0.16864545882484058,"channel":0,"num_words":81,"start":78.534996,"end":112.575},{"sentences":[{"text":"So please let me know once you think about this.","start":113.369995,"end":115.77,"sentiment":"neutral","sentiment_score":0.09179935157299042},{"text":"If you're okay with this arrangement, we can proceed accordingly.","start":115.77,"end":119.07,"sentiment":"neutral","sentiment_score":0.29835907369852066}],"sentiment":"neutral","sentiment_score":0.19507921263575553,"channel":0,"num_words":20,"start":113.369995,"end":119.07},{"sentences":[{"text":"I appreciate what you've done.","start":120.505005,"end":122.285,"sentiment":"positive","sentiment_score":0.64239901304245},{"text":"I...","start":123.785,"end":124.285,"sentiment":"neutral","sentiment_score":0.22309541702270508},{"text":"I'm I'm happy to continue on whilst you apply the 15% discount for","start":124.665,"end":131.085,"sentiment":"neutral","sentiment_score":0.29717448812264663}],"sentiment":"positive","sentiment_score":0.38412414883312423,"channel":1,"num_words":19,"start":120.505005,"end":131.085},{"sentences":[{"text":"Four","start":132.295,"end":132.69499,"sentiment":"neutral","sentiment_score":0.0753946304321289}],"sentiment":"neutral","sentiment_score":0.0753946304321289,"channel":0,"num_words":1,"start":132.295,"end":132.69499},{"sentences":[{"text":"the","start":132.505,"end":133.005,"sentiment":"neutral","sentiment_score":0.16984951496124268}],"sentiment":"neutral","sentiment_score":0.16984951496124268,"channel":1,"num_words":1,"start":132.505,"end":133.005},{"sentences":[{"text":"months.","start":132.69499,"end":133.19499,"sentiment":"neutral","sentiment_score":0.1392112374305725}],"sentiment":"neutral","sentiment_score":0.1392112374305725,"channel":0,"num_words":1,"start":132.69499,"end":133.19499},{"sentences":[{"text":"for the...","start":133.22,"end":133.54,"sentiment":"neutral","sentiment_score":0.005945305339992046},{"text":"For four months after adjusting","start":133.54,"end":135.3,"sentiment":"neutral","sentiment_score":-0.03394108712673187}],"sentiment":"neutral","sentiment_score":-0.02254497499338218,"channel":1,"num_words":7,"start":133.22,"end":135.3},{"sentences":[{"text":"Mhmm.","start":135.095,"end":135.595,"sentiment":"neutral","sentiment_score":-0.033745795488357544}],"sentiment":"neutral","sentiment_score":-0.033745795488357544,"channel":0,"num_words":1,"start":135.095,"end":135.595},{"sentences":[{"text":"this this month's account to","start":135.3,"end":136.81999,"sentiment":"neutral","sentiment_score":-0.03229180872440338}],"sentiment":"neutral","sentiment_score":-0.03229180872440338,"channel":1,"num_words":5,"start":135.3,"end":136.81999},{"sentences":[{"text":"Mm-mm.","start":136.775,"end":137.275,"sentiment":"neutral","sentiment_score":-0.021964995190501213}],"sentiment":"neutral","sentiment_score":-0.021964995190501213,"channel":0,"num_words":1,"start":136.775,"end":137.275},{"sentences":[{"text":"the previous price of $799.50.","start":136.81999,"end":139.24,"sentiment":"neutral","sentiment_score":-0.06589402705430984},{"text":"But, you know, I I I I was lured into a twenty four month contract, and one month in, this increase comes out of the blue without any notice.","start":139.78,"end":153.105,"sentiment":"neutral","sentiment_score":-0.3060084684141751},{"text":"Alright.","start":153.16501,"end":153.485,"sentiment":"neutral","sentiment_score":-0.1133417785167694},{"text":"I understand what you say.","start":153.485,"end":155.185,"sentiment":"neutral","sentiment_score":-0.1089105635881424},{"text":"But when I look at other options of moving, you say that I'm, you know, I need to pay a $250 penalty fee.","start":155.485,"end":165.74,"sentiment":"neutral","sentiment_score":-0.31014223526353424}],"sentiment":"neutral","sentiment_score":-0.26976002740954597,"channel":1,"num_words":63,"start":136.81999,"end":165.74},{"sentences":[{"text":"So so that that doesn't sit sit well with me.","start":166.36,"end":170.12001,"sentiment":"negative","sentiment_score":-0.4860866039991379},{"text":"I'd I'd like you to extend the new rate for the term of the contract for the whole twenty four twenty four months.","start":170.12001,"end":176.615,"sentiment":"neutral","sentiment_score":-0.07174577191472054},{"text":"If you can't do that, then I would like you to release me from the 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already inform our team that I'm the one who's handling your account here.","start":298.485,"end":304.345,"sentiment":"neutral","sentiment_score":0.04995439174984183},{"text":"My name","start":304.52,"end":304.84,"sentiment":"neutral","sentiment_score":0.07190034538507462}],"sentiment":"neutral","sentiment_score":0.052697635954245925,"channel":0,"num_words":16,"start":298.485,"end":304.84},{"sentences":[{"text":"Yep.","start":304.81998,"end":305.31998,"sentiment":"neutral","sentiment_score":0.08243458718061447}],"sentiment":"neutral","sentiment_score":0.08243458718061447,"channel":1,"num_words":1,"start":304.81998,"end":305.31998},{"sentences":[{"text":"is Melissa.","start":304.84,"end":305.58002,"sentiment":"neutral","sentiment_score":0.07963206619024277},{"text":"I'm from account.","start":305.72,"end":306.68,"sentiment":"neutral","sentiment_score":0.05963794142007828},{"text":"So before February ends, last week of February, I will go ahead and call you and provide you the outcome if 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She suggests Bill explore other ISP options if he decides to leave, and offers to extend the discount for three more months. The customer is considering extending their billing period, but expresses frustration with the price increase and the agent apologizes and offers a partial three-month discount. The agent takes note of the customer's questions and promises to follow up with them."},"intents":{"segments":[{"text":"For this month, even though we won't be making any profit, I pushed the approval to rectify your October invoice and bring it back to previous price with what you signed up, which is $79.95.","start_word":148,"end_word":182,"intents":[{"intent":"Resolve price increase","confidence_score":0.19534156}]},{"text":"For this month, even though we won't be making any profit, I pushed the approval to rectify your October invoice and bring it back to previous price with what you signed up, which is $79.95. So the invoice has been rectified. I sent you the new one to your email address showing $79.95 this month. And Yep.","start_word":148,"end_word":204,"intents":[{"intent":"Update invoice","confidence_score":0.024665099}]},{"text":"Starting this next month, the standard price will be the $95, which is the markup price. But to help reduce the impact of the increase, I can provide you 15% discount for four months.","start_word":216,"end_word":249,"intents":[{"intent":"Apply discount","confidence_score":0.23501827}]},{"text":"I'd I'd like you to extend the new rate for the term of the contract for the whole twenty four twenty four months.","start_word":415,"end_word":437,"intents":[{"intent":"Extend contract","confidence_score":0.40785378}]},{"text":"I'm happy to continue on that basis.","start_word":669,"end_word":675,"intents":[{"intent":"Continue contract","confidence_score":0.05688085}]},{"text":"Will you contact me and and advise me the outcome of whether Mm-mm.","start_word":688,"end_word":700,"intents":[{"intent":"Review request","confidence_score":0.00035809394}]},{"text":"Will you contact me and and advise me the outcome of whether Mm-mm. 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So I review and check what could be the best possible way just to reduce the impact of the increase, which provide you this 15% discount.","start_word":855,"end_word":914,"intents":[{"intent":"Review account options","confidence_score":0.0051108263}]},{"text":"So I review and check what could be the best possible way just to reduce the impact of the increase, which provide you this 15% discount.","start_word":889,"end_word":914,"intents":[{"intent":"Explain pricing impact","confidence_score":0.00006179022}]},{"text":"Well, your your your monthly fee is gonna be $79.95 for the first month, and then and then from the second month onward, it's gonna go up to $95 a month, and and you're gonna be locked into a twenty four month contract.","start_word":1026,"end_word":1068,"intents":[{"intent":"Discuss contract options","confidence_score":0.0044932426}]},{"text":"And and and with the direct debit, even though it doesn't say direct debit on the account, it is set up behind the scenes. Yeah? Yes.","start_word":1622,"end_word":1647,"intents":[{"intent":"Confirm bill reversal and provide direct debit explanation","confidence_score":7.785026e-11}]},{"text":"most businesses will have the amount that's payable, the due date, and it'll have, you know, direct debit. Direct debit on, you know, the August 15. Direct debit on the November 17. The... And that way the customer knows that that the direct debit is in place. And then you Yeah.","start_word":1755,"end_word":1805,"intents":[{"intent":"Update direct debit details","confidence_score":0.12960991}]}]},"sentiments":{"segments":[{"text":"Hello. Bill speaking. Hi.","start_word":0,"end_word":3,"sentiment":"neutral","sentiment_score":0.0963318571448326},{"text":"Good morning.","start_word":4,"end_word":5,"sentiment":"positive","sentiment_score":0.42642325162887573},{"text":"This is Melissa from Airtel accounts, the person that you spoke yesterday.","start_word":6,"end_word":17,"sentiment":"neutral","sentiment_score":0.31118571758270264},{"text":"How are you today, Bill?","start_word":18,"end_word":22,"sentiment":"positive","sentiment_score":0.3676392734050751},{"text":"Yeah.","start_word":23,"end_word":23,"sentiment":"neutral","sentiment_score":0.25640004873275757},{"text":"Good, Melissa. How are you? I'm fine. Thank you so much for answering my phone call. First of That's all, fine.","start_word":24,"end_word":44,"sentiment":"positive","sentiment_score":0.4845569133758545},{"text":"I'm sorry if I wasn't able to call you yesterday because I wanted to take some time to see what I can do and find the best possible offer for you because you know what, Bill? We generally don't want to lose you as our customer. But, unfortunately, we don't have any control over the recent price increase following the... This transfer, the Linham to New Loop, something like that, which is like a technical back end processes recently. With that Yep. said, I really wanted to see if there was something I can do to help. So here's what I've come up. For this month, even though we won't be making any profit, I pushed the approval to rectify your October invoice and bring it back to previous price with what you signed up, which is $79.95. So the invoice has been rectified. I sent you the new one to your email address showing $79.95 this month. And Yep. then if you are okay with this, just let me know. Starting this next month, the standard price will be the $95, which is the markup price. But to help reduce the impact of the increase, I can provide you 15% discount for four months. So bringing your monthly bill down to $80.75 for November, December, January, and February. So once the four month discount period ends, the standard price of $95 will apply to your account starting in March onwards. So please let me know once you think about this. If you're okay with this arrangement, we can proceed accordingly.","start_word":45,"end_word":305,"sentiment":"neutral","sentiment_score":-0.0005616424605250359},{"text":"I appreciate what you've done.","start_word":306,"end_word":310,"sentiment":"positive","sentiment_score":0.6338610649108887},{"text":"I... I'm I'm happy to continue on whilst you apply the 15% discount for Four the months. for the... For four months after adjusting Mhmm. this this month's account to Mm-mm. the previous price of $799.50. But, you know, I I I I was lured into a twenty four month contract, and one month in, this increase comes out of the blue without any notice. Alright. I understand what you say. But when I look at other options of moving, you say that I'm, you know, I need to pay a $250 penalty fee.","start_word":311,"end_word":404,"sentiment":"neutral","sentiment_score":-0.13430201182974147},{"text":"So so that that doesn't sit sit well with me.","start_word":405,"end_word":414,"sentiment":"negative","sentiment_score":-0.4796711206436157},{"text":"I'd I'd like you to extend the new rate for the term of the contract for the whole twenty four twenty four months.","start_word":415,"end_word":437,"sentiment":"neutral","sentiment_score":-0.08346442878246307},{"text":"If you can't do that, then I would like you to release me from the contract.","start_word":438,"end_word":453,"sentiment":"negative","sentiment_score":-0.3950061500072479},{"text":"Whenever I decide I'm gonna go, I wanna go without penalty. Mhmm. Mhmm. So I understand that. I really understand your point of view in reference we discussed. For any business, if a price... If the price increase is really advantage and disadvantage. So on here, before the discount period ends, I can go ahead and revisit, check again if we can get another approval to extend another discount period for you until your contract has been fulfilled, something like that. Like, for example... Let me go back to your account here. One moment. Isn't it what I've got approved is the four month 15%? So before February ends, I'll go ahead and revisit, check what is the best we can do if we can extend another 15% for three months. And then after three months, I'll go ahead and revisit. You know, if you get what I'm trying to say, at least Yep. I will... Because I I am not able to just push through here again and put the 15% the full the full year or the full month of your contract, something like that. But I can go ahead and revisit before the end of the four months of discounted period, Yeah. then Okay. we Well, can yeah. start from there.","start_word":454,"end_word":667,"sentiment":"neutral","sentiment_score":-0.06542860716581345},{"text":"Sure. I'm happy to continue on that basis.","start_word":668,"end_word":675,"sentiment":"positive","sentiment_score":0.6251567602157593},{"text":"So how will it work in in in in four months' time? Will you contact me and and advise me the outcome of whether Mm-mm. Yeah. you could... Whether you can organize a further extension or not? Yeah. I I am... From yesterday and onwards, I will personally handle your account. Okay. Okay? Hold I on. will already inform our team that I'm the one who's handling your account here. My name Yep. is Melissa. I'm from account. So before February ends, last week of February, I will go ahead and call you and provide you the outcome if I was able to get an approval to provide you another extension for 15%. In that way, of course, you could decide. Right? Because, like, for example... And so February, I'll call you. Hey, Bill.","start_word":676,"end_word":809,"sentiment":"neutral","sentiment_score":0.08098739396725128},{"text":"Good news. I can go ahead and provide you another three months discount.","start_word":810,"end_word":822,"sentiment":"positive","sentiment_score":0.4034513831138611},{"text":"So, of course, you can stay. But if I wasn't able to, I'll still call you and, hey, Bill. I'm so sorry. The discount ends, something like that. So you can decide. In that way, you have an option to explore other ISP, something like that. But personally, on my end, we don't want to lose you as our customer just because of this price increase. So I review and check what could be the best possible way just to reduce the impact of the increase, which provide you this 15% discount. So, yeah, if you are okay with that, I can go ahead and definitely take Yeah. note of this. And trust me, even though this month passes, I'll go ahead and still revisit your account before February ends and Yep. No. check on That's this.","start_word":823,"end_word":959,"sentiment":"neutral","sentiment_score":0.05369269475340843},{"text":"that's fine, Melissa. I'm happy to continue on on that basis.","start_word":960,"end_word":970,"sentiment":"positive","sentiment_score":0.48514407873153687},{"text":"I appreciate you you you... What you've done and what you got... What you... You're gonna try and do over the over the coming months. So, yeah, I can continue on on that basis. So, you know, I just think that before I joined up, if if if the person that said to me, alright. Well, your your your monthly fee is gonna be $79.95 for the first month, and then and then from the second month onward, it's gonna go up to $95 a month, and and you're gonna be locked into a twenty four month contract. And if you decide to leave, you're gonna have to pay $250. I I would never I would never have committed to that to to that To to the that contract. to Mhmm. the contract. I understand. You know, Mhmm.","start_word":971,"end_word":1108,"sentiment":"neutral","sentiment_score":-0.03753667783693991},{"text":"I I I was blindsided.","start_word":1109,"end_word":1113,"sentiment":"negative","sentiment_score":-0.34540286660194397},{"text":"I I I thought I thought that the... You know, with contracts, generally, with, you know, with all sorts of contracts, whatever you enter into is fixed for the term of the contract. And everyone understands once the once the contract expires, then everything's up for review. You know? I thought the review would take place in twenty four months' time. I didn't think the review would take place, you know, one one month one month into a two year contract. So that Mhmm.","start_word":1114,"end_word":1197,"sentiment":"neutral","sentiment_score":-0.12832652032375336},{"text":"that... That's that's what upset me, and that's why I made the call.","start_word":1198,"end_word":1210,"sentiment":"negative","sentiment_score":-0.374715119600296},{"text":"And Yeah.","start_word":1211,"end_word":1212,"sentiment":"neutral","sentiment_score":-0.24535779654979703},{"text":"and that's why I was probably annoyed with you yesterday, so Mhmm. my apologies. But, you know, my emotions got the better of me.","start_word":1213,"end_word":1236,"sentiment":"negative","sentiment_score":-0.4471715688705444},{"text":"Yeah. No. No worries. I do understand that. But, yeah, I would love and happy to fight on February to provide you another discount, at least for that 15% Okay. until you finish the contract. Okay? Hold It just on. so happened I cannot put it on the system for that remaining months for fifteen months, something like that. I can Yeah. make it, like, a partial three months, three months, something like that. Sure. But I could definitely do my best to fight to get that for you, Bill. And Yeah. also, asides with the... This pricing, the contract, and everything yesterday, I've also, take note of the questions or inquiry you have about the paper bill. So I've asked Dom. Dom mentioned that the paper billing is no longer available for residential accounts. It's only available for business account because he mentioned there is a printing paper envelope stamp and its price increase.","start_word":1237,"end_word":1391,"sentiment":"neutral","sentiment_score":-0.015105659142136574},{"text":"So he said it's not worth it.","start_word":1392,"end_word":1398,"sentiment":"negative","sentiment_score":-0.448099285364151},{"text":"Okay. Alright. So it's email. Yeah. So... You can't do paper Yeah. bills. Just... It's just email account. Yeah. Yeah. But did Email. did you say did you say you spoke to Dom? Is that who you said you spoke to, Dom? Yeah. Yeah. I Yeah. Okay. confirm it to them. And then he said, oh, mister Bill, please tell him we no longer have this paper bill to residential account. Because I wanted to make sure that once I go back to you, I have the answer to your inquiries. Reason Yeah. why I asked him. No. That's fine.","start_word":1399,"end_word":1498,"sentiment":"neutral","sentiment_score":-0.01034374965587631},{"text":"Thanks for doing that.","start_word":1499,"end_word":1502,"sentiment":"positive","sentiment_score":0.5728002786636353},{"text":"So when you say you spoke to Dom, is that the same Dom that that came and installed the the router and got us all connected? Is that the same person you spoke to? Dom? Dominic? Yes. Yes. Yeah. He's... Okay. Yeah. We're from tech tech Yeah. department, Okay. and Alright. they have an access with this thing as well. And, also, Okay.","start_word":1503,"end_word":1565,"sentiment":"neutral","sentiment_score":0.04251575469970703},{"text":"I wanted to thank you for bringing the the paper bill showing from our invoice. So, yeah, we already sorted this out as well.","start_word":1566,"end_word":1589,"sentiment":"positive","sentiment_score":0.4257722496986389},{"text":"It has been indicated specifically that's only for business accounts, Yeah. And Okay. that's because of you, because of your feedback. Okay. So that has No. been That's updated good. as well. And and and with the direct debit, even though it doesn't say direct debit on the account, it is set up behind the scenes. Yeah? Yes. It's Yeah. set up. I confirm Okay. is it set up. And if there's any issue in processing the payment, we will definitely call you or send you a notification to Yeah. let you know. And were you able to confirm if you got the rectified bill? I just sent it before I called you. I I haven't I haven't looked, Melissa. I'll I'll I'll have Okay. a look. I'll have a look. But it's something else that you can probably implement down the track, and that is if you can indicate in your bill, if there's a direct debit arrangement in place, you know, Mm-mm. most businesses will have the amount that's payable, the due date, and it'll have, you know, direct debit. Direct debit on, you know, the August 15. Direct debit on the November 17. The... And that way the customer knows that that the direct debit is in place. And then you Yeah. you Like, don't have... it's like... Yeah. Then you don't So have customers give it a like... peace of mind to customer that... Oh, okay. Yeah. My... It is fine. Because... It will process accordingly, time based, something like that. Right? Yeah. Yeah. No worries. I'll take note of this and try to reach out to our support, to our CRM if they could update this as well Yeah. through the invoice phase. Yeah. Because because otherwise, you have customers like me then ringing up. They've received their bill. It doesn't say direct debit, and they think, I'm sure I organized direct debit. Have it... Hang on. Let me ring up and make sure. They ring up. They ask you. You have to look it up. You know? Oh, yes. It's in Yeah. the system, but it doesn't show. It just takes up your time, takes up my time unnecessarily. That's correct. But... It's saving Yeah. time and effort for both Yeah. sides Yeah. if That's it's it. not That's included it. as Yeah. well. That's correct. That's it. I agree with you, Bill. But Yeah. no worries. I'll take note of this and check to our back end if they could also Yeah. incorporate these details Sure. to our invoices. Okay? No problem. Alright. Mhmm.","start_word":1590,"end_word":2020,"sentiment":"neutral","sentiment_score":0.04099880487349083},{"text":"All good. Thank you so much, Melissa.","start_word":2021,"end_word":2027,"sentiment":"positive","sentiment_score":0.5177159309387207},{"text":"I'll wait to hear from you in February. Yeah. Or thereabouts. Yeah. Sure. Yeah. Talk soon. And Okay. then... Yeah. Anyway, I can go ahead and call you at any time once there's an update. But, yeah, that's Sure. the latest End Okay. of February. Okay?","start_word":2028,"end_word":2073,"sentiment":"neutral","sentiment_score":0.13537147641181946},{"text":"And All I appreciate good. your time and understanding, Bill. No worries. Thank Thanks, you so Melissa. much. Appreciate your help. You're Thank welcome. you. Bye bye. It's my See you. pleasure. Have a good one.","start_word":2074,"end_word":2109,"sentiment":"positive","sentiment_score":0.5793466965357462},{"text":"Bye bye. You too. Bye bye.","start_word":2110,"end_word":2115,"sentiment":"neutral","sentiment_score":0.22774258255958557}],"average":{"sentiment":"neutral","sentiment_score":0.022122661245671523}}}}