{"metadata":{"transaction_key":"deprecated","request_id":"019e1f08-2f15-7d00-8fce-1d72f47ee353","sha256":"fe461e8a85e9203b38c48c6f335f19879cfa1a5bf098dbd8ad4245eaa8e3820b","created":"2026-05-13T01:51:33.415Z","duration":478.29593,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":1314,"output_tokens":93},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1413,"output_tokens":1416},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1413,"output_tokens":180}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. Thank you so much for calling Airtel accounts. How may I help you today? This is Airtel Australia. Uh-huh. Oh oh, sure. Let me just go ahead and check this for you. Just one moment. Okay? And what is your name? You're Okay. Thank you. Nice to have you on the line. Yeah. Mister Mamoru, I could see in here that we tried to process your payment using your card on file. However, it was declined due to insufficient funds. So let me check the last four. 9802, is this the good one, or you would you like to change your card? That would be fine. I can assist you with all your inquiries. But can you confirm first, is that the card that you do have the funds available? Would you like me? Mhmm. Mhmm. Okay. So if you would like to cancel your service, just like what you're doing, providing us a notice. And then if you would like to get a service to your Yes. I can go ahead and put your notice that you are moving out, and then you are requesting to cancel your service on the thirtieth of this month. Yeah. That's what I said, mister Mahmood. I said I put the note. Julie noted your account. And for us to be able to proceed in canceling or doing your request, your account should be zero balance. And would you like to check your address if we can service your new address for new connection? No. You have to pay right now because your bill is due November month, May 11. Reason why we are trying to reach out, in that way, you could avoid a late fee because all payment that is past due was not made on time. There will be a late fee of $10. So even though you would like yeah. $69.95 to be exact. Yes. So this month is your bill, $69.95. We sent you the bill. Yeah. That's correct. We've already notated that you are requesting to cancel your account May 30. Right? End of the month. Okay. Yeah. We're we're fine with that. I've already notated on this that you are moving out and you would like to cancel, terminate your service on the thirtieth. How about your outstanding balance right now? When can you pay this? Okay. Sure. That would be fine. One moment here. So what we are processing today is your $69.95. Is are you going to use your Visa or your Mastercard? A Mastercard. Okay? Yeah. Yeah. That would yes. Yes. It's okay. We just wanted to check because on the system, we need to select either a Visa or a a Mastercard. But it would be fine if it's a debit or a credit. Okay? Let me just put here. And what is your card number? Thank you. 5163660020513860. Okay. The card expiration date, please? Ten twenty nine. K. Let me put here. Security code, please? 652. K. And then your name as it appears on the card is Mahmood Bahaduri. Right? Okay. Thank you so much. Yeah. Nothing to worry. I've already indicated and notated. Okay? Just one moment. So the one time passcode will be sent to your phone number. You will receive a text now. Please check, and then you have to read the OTP or one time passcode so you can authorize your payment today. Please check your message. Your text message. You got a message. You will see a one time code. You have to tell me the code so I can enter on the system and process your payment authorize your payment. This is a security measure. Please read me the the number, the OTP, the one time passcode from the text you got. Mhmm. Thank you. 93307090. Okay. Perfect. So, mister Badajore, your payment has been processed successfully. Shortly, you will receive your email confirmation or payment receipt to your email address. And, again, you are moving out, and you would like to cancel your service on May 30. Correct? Thirty first or '30? Okay. Let me just go ahead and check on you, please. I noticed one moment. Okay? I noticed here thirty first. Okay. That would be fine. Thirty first. You're welcome. And if you would like to get the Internet service to our new address, just let us know. We would love to check your address. Yeah. I'll I'll just call you. Okay? Okay. Thank you. Have a good one, and be safe. 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Good afternoon. Thank you so much for calling Airtel accounts. How may I help you today? This is Airtel Australia.\n\nUh-huh. Oh oh, sure. Let me just go ahead and check this for you. Just one moment. Okay?\n\nAnd what is your name? You're Okay. Thank you. Nice to have you on the line. Yeah.\n\nMister Mamoru, I could see in here that we tried to process your payment using your card on file. However, it was declined due to insufficient funds. So let me check the last four. 9802, is this the good one, or you would you like to change your card? That would be fine.\n\nI can assist you with all your inquiries. But can you confirm first, is that the card that you do have the funds available? Would you like me? Mhmm. Mhmm.\n\nOkay. So if you would like to cancel your service, just like what you're doing, providing us a notice. And then if you would like to get a service to your Yes. I can go ahead and put your notice that you are moving out, and then you are requesting to cancel your service on the thirtieth of this month. Yeah.\n\nThat's what I said, mister Mahmood. I said I put the note. Julie noted your account. And for us to be able to proceed in canceling or doing your request, your account should be zero balance. And would you like to check your address if we can service your new address for new connection?\n\nNo. You have to pay right now because your bill is due November month, May 11. Reason why we are trying to reach out, in that way, you could avoid a late fee because all payment that is past due was not made on time. There will be a late fee of $10. So even though you would like yeah.\n\n$69.95 to be exact. Yes. So this month is your bill, $69.95. We sent you the bill. Yeah.\n\nThat's correct. We've already notated that you are requesting to cancel your account May 30. Right? End of the month. Okay.\n\nYeah. We're we're fine with that. I've already notated on this that you are moving out and you would like to cancel, terminate your service on the thirtieth. How about your outstanding balance right now? When can you pay this?\n\nOkay. Sure. That would be fine. One moment here. So what we are processing today is your $69.95.\n\nIs are you going to use your Visa or your Mastercard? A Mastercard. Okay? Yeah. Yeah.\n\nThat would yes. Yes. It's okay. We just wanted to check because on the system, we need to select either a Visa or a a Mastercard. But it would be fine if it's a debit or a credit.\n\nOkay? Let me just put here. And what is your card number? Thank you. 5163660020513860.\n\nOkay. The card expiration date, please? Ten twenty nine. K. Let me put here.\n\nSecurity code, please? 652. K. And then your name as it appears on the card is Mahmood Bahaduri. Right?\n\nOkay. Thank you so much. Yeah. Nothing to worry. I've already indicated and notated.\n\nOkay? Just one moment. So the one time passcode will be sent to your phone number. You will receive a text now. Please check, and then you have to read the OTP or one time passcode so you can authorize your payment today.\n\nPlease check your message. Your text message. You got a message. You will see a one time code. You have to tell me the code so I can enter on the system and process your payment authorize your payment.\n\nThis is a security measure. Please read me the the number, the OTP, the one time passcode from the text you got. Mhmm. Thank you. 93307090.\n\nOkay. Perfect. So, mister Badajore, your payment has been processed successfully. Shortly, you will receive your email confirmation or payment receipt to your email address. And, again, you are moving out, and you would like to cancel your service on May 30.\n\nCorrect? Thirty first or '30? Okay. Let me just go ahead and check on you, please. I noticed one moment.\n\nOkay? I noticed here thirty first. Okay. That would be fine. Thirty first.\n\nYou're welcome. And if you would like to get the Internet service to our new address, just let us know. We would love to check your address. Yeah. I'll I'll just call you.\n\nOkay? Okay. Thank you. Have a good one, and be safe. Night","paragraphs":[{"sentences":[{"text":"Hi.","start":0.56,"end":0.79999995,"sentiment":"neutral","sentiment_score":0.3223561942577362},{"text":"Good afternoon.","start":0.79999995,"end":1.52,"sentiment":"positive","sentiment_score":0.5157416462898254},{"text":"Thank you so much for calling Airtel accounts.","start":1.52,"end":3.6,"sentiment":"positive","sentiment_score":0.7106878310441971},{"text":"How may I help you today?","start":3.6,"end":4.9,"sentiment":"positive","sentiment_score":0.6143565674622854},{"text":"This is Airtel Australia.","start":8.72,"end":10.42,"sentiment":"neutral","sentiment_score":0.016693230718374252}],"sentiment":"positive","sentiment_score":0.5139168791827702,"num_words":21,"start":0.56,"end":10.42},{"sentences":[{"text":"Uh-huh.","start":15.04,"end":15.54,"sentiment":"neutral","sentiment_score":-0.07782690972089767},{"text":"Oh oh, sure.","start":17.855,"end":19.775,"sentiment":"neutral","sentiment_score":-0.13651585392653942},{"text":"Let me just go ahead and check this for you.","start":19.775,"end":21.695,"sentiment":"neutral","sentiment_score":0.026538243517279625},{"text":"Just one moment.","start":21.695,"end":22.414999,"sentiment":"neutral","sentiment_score":0.028169717639684677},{"text":"Okay?","start":22.414999,"end":22.914999,"sentiment":"neutral","sentiment_score":0.021560166031122208}],"sentiment":"neutral","sentiment_score":-0.00644015096541908,"num_words":18,"start":15.04,"end":22.914999},{"sentences":[{"text":"And what is your name?","start":22.974998,"end":24.275,"sentiment":"neutral","sentiment_score":0.0100121408700943},{"text":"You're Okay.","start":27.055,"end":29.97,"sentiment":"neutral","sentiment_score":0.09366004820913076},{"text":"Thank you.","start":29.97,"end":30.61,"sentiment":"positive","sentiment_score":0.47771064937114716},{"text":"Nice to have you on the line.","start":30.61,"end":32.15,"sentiment":"positive","sentiment_score":0.6620204704148429},{"text":"Yeah.","start":32.21,"end":32.53,"sentiment":"neutral","sentiment_score":0.09900747239589693}],"sentiment":"positive","sentiment_score":0.3485854626359308,"num_words":17,"start":22.974998,"end":32.53},{"sentences":[{"text":"Mister Mamoru, I could see in here that we tried to process your payment using your card on file.","start":32.53,"end":38.53,"sentiment":"neutral","sentiment_score":-0.032766628618303095},{"text":"However, it was declined due to insufficient funds.","start":38.53,"end":42.07,"sentiment":"negative","sentiment_score":-0.4950166158378124},{"text":"So let me check the last four.","start":42.129997,"end":44.785,"sentiment":"neutral","sentiment_score":-0.12690468026059015},{"text":"9802, is this the good one, or you would you like to change your card?","start":45.085,"end":51.745,"sentiment":"neutral","sentiment_score":-0.033553709648549555},{"text":"That would be fine.","start":61.05,"end":62.09,"sentiment":"neutral","sentiment_score":0.15631888434290886}],"sentiment":"neutral","sentiment_score":-0.10092569320058485,"num_words":53,"start":32.53,"end":62.09},{"sentences":[{"text":"I can assist you with all your inquiries.","start":62.09,"end":64.19,"sentiment":"neutral","sentiment_score":0.315361350774765},{"text":"But can you confirm first, is that the card that you do have the funds available?","start":64.41,"end":69.39,"sentiment":"neutral","sentiment_score":0.0030601981561630964},{"text":"Would you like me?","start":69.45,"end":70.59,"sentiment":"neutral","sentiment_score":-0.15849975124001503},{"text":"Mhmm.","start":74.355,"end":74.855,"sentiment":"neutral","sentiment_score":-0.1371850073337555},{"text":"Mhmm.","start":79.475,"end":79.975,"sentiment":"neutral","sentiment_score":-0.12073904275894164}],"sentiment":"neutral","sentiment_score":0.055997697388132414,"num_words":30,"start":62.09,"end":79.975},{"sentences":[{"text":"Okay.","start":84.515,"end":85.015,"sentiment":"neutral","sentiment_score":-0.10520093142986298},{"text":"So if you would like to cancel your service, just like what you're doing, providing us a notice.","start":85.155,"end":93.09,"sentiment":"neutral","sentiment_score":-0.1373144607577059},{"text":"And then if you would like to get a service to your Yes.","start":93.47,"end":103.534996,"sentiment":"neutral","sentiment_score":-0.0448376232614884},{"text":"I can go ahead and put your notice that you are moving out, and then you are requesting to cancel your service on the thirtieth of this month.","start":103.755,"end":114.015,"sentiment":"neutral","sentiment_score":-0.029700906348547766},{"text":"Yeah.","start":116.560005,"end":116.8,"sentiment":"neutral","sentiment_score":-0.02750718779861927}],"sentiment":"neutral","sentiment_score":-0.06588332611517828,"num_words":61,"start":84.515,"end":116.8},{"sentences":[{"text":"That's what I said, mister Mahmood.","start":116.8,"end":118.24,"sentiment":"neutral","sentiment_score":-0.07059765607118607},{"text":"I said I put the note.","start":118.24,"end":119.78,"sentiment":"neutral","sentiment_score":-0.04539579711854458},{"text":"Julie noted your account.","start":119.92,"end":121.54,"sentiment":"neutral","sentiment_score":-0.03059665486216545},{"text":"And for us to be able to proceed in canceling or doing your request, your account should be zero balance.","start":122.08,"end":129.86,"sentiment":"neutral","sentiment_score":-0.1526009276509285},{"text":"And would you like to check your address if we can service your new address for new connection?","start":130.565,"end":136.425,"sentiment":"neutral","sentiment_score":0.030463642647696867}],"sentiment":"neutral","sentiment_score":-0.061518894887908744,"num_words":54,"start":116.8,"end":136.425},{"sentences":[{"text":"No.","start":140.005,"end":140.405,"sentiment":"neutral","sentiment_score":-0.2536318302154541},{"text":"You have to pay right now because your bill is due November month, May 11.","start":140.405,"end":146.20999,"sentiment":"neutral","sentiment_score":-0.20762921273708343},{"text":"Reason why we are trying to reach out, in that way, you could avoid a late fee because all payment that is past due was not made on time.","start":146.34999,"end":156.68999,"sentiment":"neutral","sentiment_score":-0.1951004550631704},{"text":"There will be a late fee of $10.","start":156.905,"end":159.00499,"sentiment":"neutral","sentiment_score":-0.20678113587200642},{"text":"So even though you would like yeah.","start":159.22499,"end":162.825,"sentiment":"neutral","sentiment_score":-0.037960681532110484}],"sentiment":"neutral","sentiment_score":-0.18243261793007454,"num_words":60,"start":140.005,"end":162.825},{"sentences":[{"text":"$69.95 to be exact.","start":162.825,"end":165.72499,"sentiment":"neutral","sentiment_score":0.06354441121220589},{"text":"Yes.","start":172.86,"end":173.36,"sentiment":"neutral","sentiment_score":0.07703191041946411},{"text":"So this month is your bill, $69.95.","start":175.18001,"end":180.48,"sentiment":"neutral","sentiment_score":0.06132596518312182},{"text":"We sent you the bill.","start":181.02,"end":182.56,"sentiment":"neutral","sentiment_score":0.0289067380130291},{"text":"Yeah.","start":193.81499,"end":194.215,"sentiment":"neutral","sentiment_score":-0.018053479492664337}],"sentiment":"neutral","sentiment_score":0.049276195673478976,"num_words":18,"start":162.825,"end":194.215},{"sentences":[{"text":"That's correct.","start":194.215,"end":195.11499,"sentiment":"neutral","sentiment_score":-0.04846315644681454},{"text":"We've already notated that you are requesting to cancel your account May 30.","start":195.415,"end":201.61,"sentiment":"neutral","sentiment_score":-0.18761314795567438},{"text":"Right?","start":201.91,"end":202.41,"sentiment":"neutral","sentiment_score":-0.07794366031885147},{"text":"End of the month.","start":203.35,"end":204.49,"sentiment":"neutral","sentiment_score":-0.05147180799394846},{"text":"Okay.","start":205.35,"end":205.85,"sentiment":"neutral","sentiment_score":0.0065580327063798904}],"sentiment":"neutral","sentiment_score":-0.13396048075741246,"num_words":21,"start":194.215,"end":205.85},{"sentences":[{"text":"Yeah.","start":206.79001,"end":207.29001,"sentiment":"neutral","sentiment_score":0.007983595132827759},{"text":"We're we're fine with that.","start":207.43001,"end":208.97,"sentiment":"neutral","sentiment_score":0.14393360316753387},{"text":"I've already notated on this that you are moving out and you would like to cancel, terminate your service on the thirtieth.","start":209.27,"end":217.875,"sentiment":"neutral","sentiment_score":-0.05859119157222184},{"text":"How about your outstanding balance right now?","start":218.335,"end":220.575,"sentiment":"neutral","sentiment_score":-0.03626583223896367},{"text":"When can you pay this?","start":220.575,"end":221.875,"sentiment":"neutral","sentiment_score":-0.017900915071368217}],"sentiment":"neutral","sentiment_score":-0.022618000116199254,"num_words":40,"start":206.79001,"end":221.875},{"sentences":[{"text":"Okay.","start":227.63,"end":228.03,"sentiment":"neutral","sentiment_score":0.04482162743806839},{"text":"Sure.","start":228.03,"end":228.43001,"sentiment":"neutral","sentiment_score":0.10329140722751616},{"text":"That would be fine.","start":228.43001,"end":229.57,"sentiment":"neutral","sentiment_score":0.14587076753377914},{"text":"One moment here.","start":230.43,"end":231.65,"sentiment":"neutral","sentiment_score":0.08276574810345967},{"text":"So what we are processing today is your $69.95.","start":237.47,"end":243.40501,"sentiment":"neutral","sentiment_score":0.03717939452164703}],"sentiment":"neutral","sentiment_score":0.07302821665588352,"num_words":18,"start":227.63,"end":243.40501},{"sentences":[{"text":"Is are you going to use your Visa or your Mastercard?","start":243.785,"end":247.565,"sentiment":"neutral","sentiment_score":0.01386369222944433},{"text":"A Mastercard.","start":251.145,"end":251.88501,"sentiment":"neutral","sentiment_score":0.013711590319871902},{"text":"Okay?","start":252.10501,"end":252.6,"sentiment":"neutral","sentiment_score":0.009305712766945362},{"text":"Yeah.","start":255.24,"end":255.64,"sentiment":"neutral","sentiment_score":0.021459851413965225},{"text":"Yeah.","start":255.64,"end":255.96,"sentiment":"neutral","sentiment_score":0.037292592227458954}],"sentiment":"neutral","sentiment_score":0.015498871973250061,"num_words":16,"start":243.785,"end":255.96},{"sentences":[{"text":"That would yes.","start":255.96,"end":257.08002,"sentiment":"neutral","sentiment_score":0.0679627259572347},{"text":"Yes.","start":257.08002,"end":257.4,"sentiment":"neutral","sentiment_score":0.09905146807432176},{"text":"It's okay.","start":257.4,"end":258.22,"sentiment":"neutral","sentiment_score":0.15782590210437775},{"text":"We just wanted to check because on the system, we need to select either a Visa or a a Mastercard.","start":258.68,"end":265.66,"sentiment":"neutral","sentiment_score":0.07955589462071658},{"text":"But it would be fine if it's a debit or a credit.","start":266.22498,"end":270.22498,"sentiment":"neutral","sentiment_score":0.0873988348369797}],"sentiment":"neutral","sentiment_score":0.08574987791086498,"num_words":38,"start":255.96,"end":270.22498},{"sentences":[{"text":"Okay?","start":270.22498,"end":270.72498,"sentiment":"neutral","sentiment_score":0.04092017561197281},{"text":"Let me just put here.","start":270.94498,"end":272.22498,"sentiment":"neutral","sentiment_score":0.04110270142555237},{"text":"And what is your card number?","start":272.22498,"end":273.845,"sentiment":"neutral","sentiment_score":0.030594215417901676},{"text":"Thank you.","start":291.855,"end":292.495,"sentiment":"neutral","sentiment_score":0.21239639073610303},{"text":"5163660020513860.","start":292.495,"end":299.155,"sentiment":"neutral","sentiment_score":0.050507862120866776}],"sentiment":"neutral","sentiment_score":0.06035330792268117,"num_words":15,"start":270.22498,"end":299.155},{"sentences":[{"text":"Okay.","start":301.215,"end":301.715,"sentiment":"neutral","sentiment_score":0.03412897139787674},{"text":"The card expiration date, please?","start":302.255,"end":304.595,"sentiment":"neutral","sentiment_score":0.009900320321321487},{"text":"Ten twenty nine.","start":308.9,"end":310.12,"sentiment":"neutral","sentiment_score":0.00556176124761502},{"text":"K.","start":311.78,"end":312.18,"sentiment":"neutral","sentiment_score":0.004244768060743809},{"text":"Let me put here.","start":312.18,"end":313.32,"sentiment":"neutral","sentiment_score":0.005327456281520426}],"sentiment":"neutral","sentiment_score":0.008990746423868197,"num_words":14,"start":301.215,"end":313.32},{"sentences":[{"text":"Security code, please?","start":314.18,"end":315.56,"sentiment":"neutral","sentiment_score":0.0011624224328746398},{"text":"652.","start":318.25998,"end":319.56,"sentiment":"neutral","sentiment_score":0.003203280968591571},{"text":"K.","start":321.06,"end":321.56,"sentiment":"neutral","sentiment_score":0.009101221337914469},{"text":"And then your name as it appears on the card is Mahmood Bahaduri.","start":321.62,"end":326.035,"sentiment":"neutral","sentiment_score":0.030672438371066865},{"text":"Right?","start":326.33502,"end":326.83502,"sentiment":"neutral","sentiment_score":0.04434078931808472}],"sentiment":"neutral","sentiment_score":0.02415127672353073,"num_words":19,"start":314.18,"end":326.83502},{"sentences":[{"text":"Okay.","start":328.255,"end":328.755,"sentiment":"neutral","sentiment_score":0.27741727232933044},{"text":"Thank you so much.","start":328.975,"end":330.11502,"sentiment":"positive","sentiment_score":0.7007849514484406},{"text":"Yeah.","start":334.75,"end":335.07,"sentiment":"neutral","sentiment_score":0.17313288152217865},{"text":"Nothing to worry.","start":335.07,"end":335.94998,"sentiment":"neutral","sentiment_score":0.18024347722530365},{"text":"I've already indicated and notated.","start":335.94998,"end":338.13,"sentiment":"neutral","sentiment_score":0.15555260181427003}],"sentiment":"neutral","sentiment_score":0.3265845285994666,"num_words":14,"start":328.255,"end":338.13},{"sentences":[{"text":"Okay?","start":338.19,"end":338.69,"sentiment":"neutral","sentiment_score":0.10468482971191406},{"text":"Just one moment.","start":341.63,"end":342.69,"sentiment":"neutral","sentiment_score":0.07873082409302394},{"text":"So the one time passcode will be sent to your phone number.","start":342.83,"end":347.71,"sentiment":"neutral","sentiment_score":0.10399921424686909},{"text":"You will receive a text now.","start":347.71,"end":349.49,"sentiment":"neutral","sentiment_score":0.13556919867793718},{"text":"Please check, and then you have to read the OTP or one time passcode so you can authorize your payment today.","start":349.89502,"end":357.035,"sentiment":"neutral","sentiment_score":0.08403546788862773}],"sentiment":"neutral","sentiment_score":0.0969076253647028,"num_words":43,"start":338.19,"end":357.035},{"sentences":[{"text":"Please check your message.","start":361.255,"end":362.635,"sentiment":"neutral","sentiment_score":-0.025223401375114918},{"text":"Your text message.","start":362.855,"end":363.99503,"sentiment":"neutral","sentiment_score":-0.018502029900749523},{"text":"You got a message.","start":364.05502,"end":365.11502,"sentiment":"neutral","sentiment_score":-0.004381151171401143},{"text":"You will see a one time code.","start":365.46,"end":367.64,"sentiment":"neutral","sentiment_score":0.013923935725220613},{"text":"You have to tell me the code so I can enter on the system and process your payment authorize your payment.","start":368.02,"end":375.64,"sentiment":"neutral","sentiment_score":0.020656575315764973}],"sentiment":"neutral","sentiment_score":0.009162341841520408,"num_words":39,"start":361.255,"end":375.64},{"sentences":[{"text":"This is a security measure.","start":375.94,"end":377.72,"sentiment":"neutral","sentiment_score":-0.005269930139183999},{"text":"Please read me the the number, the OTP, the one time passcode from the text you got.","start":380.45502,"end":385.755,"sentiment":"neutral","sentiment_score":0.010704105719923973},{"text":"Mhmm.","start":401.81,"end":402.31,"sentiment":"neutral","sentiment_score":0.015058829449117184},{"text":"Thank you.","start":406.845,"end":407.325,"sentiment":"neutral","sentiment_score":0.2322462946176529},{"text":"93307090.","start":407.325,"end":411.02502,"sentiment":"neutral","sentiment_score":0.12900355458259585}],"sentiment":"neutral","sentiment_score":0.029391350761915628,"num_words":26,"start":375.94,"end":411.02502},{"sentences":[{"text":"Okay.","start":416.685,"end":417.165,"sentiment":"neutral","sentiment_score":0.22370070219039917},{"text":"Perfect.","start":417.165,"end":417.665,"sentiment":"positive","sentiment_score":0.4195156693458557},{"text":"So, mister Badajore, your payment has been processed successfully.","start":417.725,"end":421.265,"sentiment":"positive","sentiment_score":0.3757767412397597},{"text":"Shortly, you will receive your email confirmation or payment receipt to your email address.","start":422.16,"end":428.1,"sentiment":"neutral","sentiment_score":0.16608779345239913},{"text":"And, again, you are moving out, and you would like to cancel your service on May 30.","start":428.24002,"end":433.62,"sentiment":"neutral","sentiment_score":-0.1498823981074726}],"sentiment":"neutral","sentiment_score":0.09053417579049156,"num_words":42,"start":416.685,"end":433.62},{"sentences":[{"text":"Correct?","start":433.84003,"end":434.34003,"sentiment":"neutral","sentiment_score":-0.06961195170879364},{"text":"Thirty first or '30?","start":438.10498,"end":440.04498,"sentiment":"neutral","sentiment_score":-0.04115411825478077},{"text":"Okay.","start":443.785,"end":444.185,"sentiment":"neutral","sentiment_score":-0.017529545351862907},{"text":"Let me just go ahead and check on you, please.","start":444.185,"end":447.005,"sentiment":"neutral","sentiment_score":-0.00007131528109312057},{"text":"I noticed one moment.","start":447.145,"end":448.905,"sentiment":"neutral","sentiment_score":-0.01655931118875742}],"sentiment":"neutral","sentiment_score":-0.015935418382287025,"num_words":20,"start":433.84003,"end":448.905},{"sentences":[{"text":"Okay?","start":448.905,"end":449.405,"sentiment":"neutral","sentiment_score":-0.01314536016434431},{"text":"I noticed here thirty first.","start":450.10498,"end":453.16498,"sentiment":"neutral","sentiment_score":-0.015065503306686878},{"text":"Okay.","start":454.80002,"end":455.28,"sentiment":"neutral","sentiment_score":0.034468941390514374},{"text":"That would be fine.","start":455.28,"end":456.42,"sentiment":"neutral","sentiment_score":0.06902971398085356},{"text":"Thirty first.","start":456.56,"end":457.38,"sentiment":"neutral","sentiment_score":0.03980325721204281}],"sentiment":"neutral","sentiment_score":0.023209341156941194,"num_words":13,"start":448.905,"end":457.38},{"sentences":[{"text":"You're welcome.","start":459.2,"end":460.0,"sentiment":"neutral","sentiment_score":0.3261425495147705},{"text":"And if you would like to get the Internet service to our new address, just let us know.","start":460.0,"end":465.76,"sentiment":"neutral","sentiment_score":0.1725004663070043},{"text":"We would love to check your address.","start":465.76,"end":467.78,"sentiment":"neutral","sentiment_score":0.19139141695840017},{"text":"Yeah.","start":471.405,"end":471.805,"sentiment":"neutral","sentiment_score":0.03428118675947189},{"text":"I'll I'll just call you.","start":471.805,"end":473.245,"sentiment":"neutral","sentiment_score":0.02989538051187992}],"sentiment":"neutral","sentiment_score":0.16002398486616035,"num_words":33,"start":459.2,"end":473.245},{"sentences":[{"text":"Okay?","start":473.245,"end":473.745,"sentiment":"neutral","sentiment_score":0.034982167184352875},{"text":"Okay.","start":475.245,"end":475.745,"sentiment":"positive","sentiment_score":0.4824056029319763},{"text":"Thank you.","start":475.805,"end":476.365,"sentiment":"positive","sentiment_score":0.8652444183826447},{"text":"Have a good one, and be safe.","start":476.365,"end":478.04498,"sentiment":"positive","sentiment_score":0.7497922692980085},{"text":"Night","start":478.04498,"end":478.29593,"sentiment":"neutral","sentiment_score":-0.08673127740621567}],"sentiment":"positive","sentiment_score":0.6174742678801218,"num_words":12,"start":473.245,"end":478.29593}]}}]},{"alternatives":[{"transcript":"Is it from Airtel? You know, you say my bill is due, but we had a credit card. You couldn't get the money. Yeah? My name is Mohammed Bahaduri. You know, I have another inquiry. I just forgot to tell you. No. Let me I tell you my things and then you ask for credit. You know, by end of the month, I'm moving my apartment. What I need to do? What is the process to cancel? Can I put the notice now for the end of month? Because end of month, I'm moving out. Could you please put the note there? Can I pay until end of the month? How much is that? $70. Yeah? Yeah. And then the rest, I should pay end of the month. Yeah? And then for the next month, it's only twenty days. Because I'm moving end of the month to different location. Yes. Yes. Okay. Okay. Can I give you new card? Because I did cancel that card. I think it's a Mastercard. It's it's called debit card. Is it same? Master. 5163660020513860. Yes. '10 '20 9. 652. Yes. Make sure to put the note for end of the month. Okay? Okay. What do you need right now? Okay. I did check what I need to do. Okay. 9330 7090. Thirty first or '30? I don't know if May has a thirty first. Let me have a look. Yes. '30 first. Thank you. So for the next payment, I should you should call me again. Yeah? Okay. Okay. Thank you. Bye 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You know, you say my bill is due, but we had a credit card. You couldn't get the money. Yeah? My name is Mohammed Bahaduri.\n\nYou know, I have another inquiry. I just forgot to tell you. No. Let me I tell you my things and then you ask for credit. You know, by end of the month, I'm moving my apartment.\n\nWhat I need to do? What is the process to cancel? Can I put the notice now for the end of month? Because end of month, I'm moving out. Could you please put the note there?\n\nCan I pay until end of the month? How much is that? $70. Yeah? Yeah.\n\nAnd then the rest, I should pay end of the month. Yeah? And then for the next month, it's only twenty days. Because I'm moving end of the month to different location. Yes.\n\nYes. Okay. Okay. Can I give you new card? Because I did cancel that card.\n\nI think it's a Mastercard. It's it's called debit card. Is it same? Master. 5163660020513860.\n\nYes. '10 '20 9. 652. Yes. Make sure to put the note for end of the month.\n\nOkay? Okay. What do you need right now? Okay. I did check what I need to do.\n\nOkay. 9330 7090. Thirty first or '30? I don't know if May has a thirty first. Let me have a look.\n\nYes. '30 first. Thank you. So for the next payment, I should you should call me again. Yeah?\n\nOkay. Okay. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Is it from Airtel?","start":6.16,"end":7.7,"sentiment":"neutral","sentiment_score":0.06602800264954567},{"text":"You know, you say my bill is due, but we had a credit card.","start":12.0,"end":17.185,"sentiment":"neutral","sentiment_score":-0.07081693197999682},{"text":"You couldn't get the money.","start":17.405,"end":18.605,"sentiment":"negative","sentiment_score":-0.33977352976799013},{"text":"Yeah?","start":18.605,"end":19.105,"sentiment":"neutral","sentiment_score":-0.07418371737003326},{"text":"My name is Mohammed Bahaduri.","start":26.685,"end":28.785,"sentiment":"neutral","sentiment_score":0.03694857470691204}],"sentiment":"neutral","sentiment_score":-0.07984943206197229,"num_words":29,"start":6.16,"end":28.785},{"sentences":[{"text":"You know, I have another inquiry.","start":53.965,"end":56.945,"sentiment":"neutral","sentiment_score":-0.10073146969079971},{"text":"I just forgot to tell 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month?","start":96.97,"end":99.850006,"sentiment":"neutral","sentiment_score":-0.06970318000424992},{"text":"Because end of month, I'm moving out.","start":99.850006,"end":102.165,"sentiment":"neutral","sentiment_score":-0.14649293358836854},{"text":"Could you please put the note there?","start":113.685,"end":115.865,"sentiment":"neutral","sentiment_score":-0.01095633368406977}],"sentiment":"neutral","sentiment_score":-0.11504031541860765,"num_words":36,"start":80.315,"end":115.865},{"sentences":[{"text":"Can I pay until end of the month?","start":137.14499,"end":139.64499,"sentiment":"neutral","sentiment_score":-0.004429814754985273},{"text":"How much is that?","start":159.405,"end":160.52501,"sentiment":"neutral","sentiment_score":-0.04349267389625311},{"text":"$70.","start":160.52501,"end":161.405,"sentiment":"neutral","sentiment_score":-0.023197650909423828},{"text":"Yeah?","start":161.405,"end":161.905,"sentiment":"neutral","sentiment_score":0.021245019510388374},{"text":"Yeah.","start":167.085,"end":167.585,"sentiment":"neutral","sentiment_score":0.07703892886638641}],"sentiment":"neutral","sentiment_score":-0.008954861077169578,"num_words":15,"start":137.14499,"end":167.585},{"sentences":[{"text":"And then the rest, I should pay end of the month.","start":168.845,"end":171.725,"sentiment":"neutral","sentiment_score":0.08853517201813785},{"text":"Yeah?","start":171.725,"end":172.225,"sentiment":"neutral","sentiment_score":0.06665567308664322},{"text":"And then for the next month, it's only twenty days.","start":181.34999,"end":184.89,"sentiment":"neutral","sentiment_score":0.002813185309059918},{"text":"Because I'm moving end of the month to different location.","start":189.625,"end":192.845,"sentiment":"neutral","sentiment_score":-0.033084636926651},{"text":"Yes.","start":203.46501,"end":203.96501,"sentiment":"neutral","sentiment_score":-0.041469674557447433}],"sentiment":"neutral","sentiment_score":0.02110176892584246,"num_words":33,"start":168.845,"end":203.96501},{"sentences":[{"text":"Yes.","start":219.075,"end":219.575,"sentiment":"neutral","sentiment_score":-0.020191924646496773},{"text":"Okay.","start":222.595,"end":222.91501,"sentiment":"neutral","sentiment_score":-0.0070286039263010025},{"text":"Okay.","start":222.91501,"end":223.235,"sentiment":"neutral","sentiment_score":-0.00876133143901825},{"text":"Can I give you new card?","start":223.235,"end":224.755,"sentiment":"neutral","sentiment_score":-0.01601209460447232},{"text":"Because I did cancel that card.","start":224.755,"end":226.935,"sentiment":"neutral","sentiment_score":-0.13497967893878618}],"sentiment":"neutral","sentiment_score":-0.0627955000847578,"num_words":15,"start":219.075,"end":226.935},{"sentences":[{"text":"I think it's a Mastercard.","start":248.935,"end":250.39499,"sentiment":"neutral","sentiment_score":0.00937704835087061},{"text":"It's it's called debit card.","start":252.53499,"end":254.295,"sentiment":"neutral","sentiment_score":0.007625648193061352},{"text":"Is it same?","start":254.295,"end":255.275,"sentiment":"neutral","sentiment_score":0.013735325386126837},{"text":"Master.","start":255.575,"end":256.075,"sentiment":"neutral","sentiment_score":0.02368057146668434},{"text":"5163660020513860.","start":275.925,"end":290.585,"sentiment":"neutral","sentiment_score":0.02492341957986355}],"sentiment":"neutral","sentiment_score":0.011654896661639214,"num_words":15,"start":248.935,"end":290.585},{"sentences":[{"text":"Yes.","start":300.07,"end":300.57,"sentiment":"neutral","sentiment_score":0.04369556158781051},{"text":"'10 '20 9.","start":306.46503,"end":313.41837,"sentiment":"neutral","sentiment_score":0.003462708516356846},{"text":"652.","start":316.14502,"end":317.445,"sentiment":"neutral","sentiment_score":0.0029126082081347704},{"text":"Yes.","start":327.15002,"end":327.65002,"sentiment":"neutral","sentiment_score":0.11854498088359831},{"text":"Make sure to put the note for end of the 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do.","start":376.89,"end":379.23,"sentiment":"neutral","sentiment_score":-0.013927856227383018}],"sentiment":"neutral","sentiment_score":0.009988524896257064,"num_words":17,"start":334.095,"end":379.23},{"sentences":[{"text":"Okay.","start":397.975,"end":398.475,"sentiment":"neutral","sentiment_score":0.017696045339107513},{"text":"9330 7090.","start":399.50998,"end":405.44998,"sentiment":"neutral","sentiment_score":0.01724788174033165},{"text":"Thirty first or '30?","start":435.02,"end":436.8,"sentiment":"neutral","sentiment_score":-0.05134377256035805},{"text":"I don't know if May has a thirty first.","start":439.785,"end":442.685,"sentiment":"neutral","sentiment_score":-0.1336853951215744},{"text":"Let me have a look.","start":443.94498,"end":445.405,"sentiment":"neutral","sentiment_score":-0.006630183383822441}],"sentiment":"neutral","sentiment_score":-0.0661667978302354,"num_words":21,"start":397.975,"end":445.405},{"sentences":[{"text":"Yes.","start":450.26498,"end":450.745,"sentiment":"neutral","sentiment_score":0.0033567696809768677},{"text":"'30 first.","start":450.745,"end":451.805,"sentiment":"neutral","sentiment_score":-0.022598959505558017},{"text":"Thank you.","start":458.19,"end":459.01,"sentiment":"neutral","sentiment_score":0.28857629001140594},{"text":"So for the next payment, I should you should call me again.","start":466.71094,"end":470.63095,"sentiment":"neutral","sentiment_score":0.04207370523363352},{"text":"Yeah?","start":470.63095,"end":471.13095,"sentiment":"neutral","sentiment_score":0.03333086520433426}],"sentiment":"neutral","sentiment_score":0.059640375483367175,"num_words":18,"start":450.26498,"end":471.13095},{"sentences":[{"text":"Okay.","start":473.75095,"end":473.99094,"sentiment":"neutral","sentiment_score":0.052620403468608856},{"text":"Okay.","start":473.99094,"end":474.31094,"sentiment":"neutral","sentiment_score":0.11191540211439133},{"text":"Thank you.","start":474.31094,"end":474.79095,"sentiment":"neutral","sentiment_score":0.21748638153076172},{"text":"Bye bye.","start":474.79095,"end":475.45093,"sentiment":"neutral","sentiment_score":0.2171015366911888}],"sentiment":"neutral","sentiment_score":0.1722852736711502,"num_words":6,"start":473.75095,"end":475.45093}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. Thank you so much for calling Airtel accounts. How may I help you today?\n\nChannel 1: Is it from Airtel?\n\nChannel 0: This is Airtel Australia.\n\nChannel 1: You know, you say my bill is due, but\n\nChannel 0: Uh-huh.\n\nChannel 1: we had a credit card. You couldn't\n\nChannel 0: Oh\n\nChannel 1: get the money. Yeah?\n\nChannel 0: oh, sure. Let me just go ahead and check this for you. Just one moment. Okay? And what is your name?\n\nChannel 1: My name\n\nChannel 0: You're\n\nChannel 1: is Mohammed Bahaduri.\n\nChannel 0: Okay. Thank you. Nice to have you on the line. Yeah. Mister Mamoru, I could see in here that we tried to process your payment using your card on file.\n\nHowever, it was declined due to insufficient funds. So let me check the last four. 9802, is this the good one, or you would you like to change your card?\n\nChannel 1: You know, I have another inquiry. I just forgot to tell you.\n\nChannel 0: That would be fine. I can assist you with all your inquiries. But can you confirm first, is that the card that you do have the funds available?\n\nChannel 1: No.\n\nChannel 0: Would you\n\nChannel 1: Let\n\nChannel 0: like\n\nChannel 1: me\n\nChannel 0: me?\n\nChannel 1: I tell you my things and then you ask for credit. You\n\nChannel 0: Mhmm.\n\nChannel 1: know, by end of the month, I'm moving my apartment.\n\nChannel 0: Mhmm.\n\nChannel 1: What I need to do? What is the process to cancel?\n\nChannel 0: Okay. So if you would like to cancel your service, just like what you're doing, providing us a notice. And then if you would like to get a service\n\nChannel 1: Can\n\nChannel 0: to\n\nChannel 1: I\n\nChannel 0: your\n\nChannel 1: put the notice now for the end of month? Because end of month, I'm moving out.\n\nChannel 0: Yes. I can go ahead and put your notice that you are moving out, and then you are requesting to cancel your service on the thirtieth of this month.\n\nChannel 1: Could you please put the note there?\n\nChannel 0: Yeah. That's what I said, mister Mahmood. I said I put the note. Julie noted your account. And for us to be able to proceed in canceling or doing your request, your account should be zero balance.\n\nAnd would you like to check your address if we can service your new address for new connection?\n\nChannel 1: Can I pay until end of the month?\n\nChannel 0: No. You have to pay right now because your bill is due November month, May 11. Reason why we are trying to reach out, in that way, you could avoid a late fee because all payment that is past due was not made on time. There will be a late fee of $10. So\n\nChannel 1: How\n\nChannel 0: even though\n\nChannel 1: much\n\nChannel 0: you would\n\nChannel 1: is that?\n\nChannel 0: like\n\nChannel 1: $70. Yeah?\n\nChannel 0: yeah. $69.95 to be exact.\n\nChannel 1: Yeah. And then the rest, I should pay end of the month. Yeah?\n\nChannel 0: Yes. So this month is your bill, $69.95. We sent\n\nChannel 1: And then\n\nChannel 0: you the bill.\n\nChannel 1: for the next month, it's only twenty days. Because I'm moving end of the month to different location.\n\nChannel 0: Yeah. That's correct. We've already notated that you are requesting to cancel your account May 30. Right? End\n\nChannel 1: Yes.\n\nChannel 0: of the month. Okay. Yeah. We're we're fine with that. I've already notated on this that you are moving out and you would like to cancel, terminate your service on the thirtieth.\n\nHow about your outstanding\n\nChannel 1: Yes.\n\nChannel 0: balance right now? When can you pay this?\n\nChannel 1: Okay. Okay. Can I give you new card? Because I did cancel that card.\n\nChannel 0: Okay. Sure. That would be fine. One moment here. So what we are processing today is your $69.95.\n\nIs are you going to use your Visa or your Mastercard?\n\nChannel 1: I think it's a Mastercard.\n\nChannel 0: A Mastercard. Okay?\n\nChannel 1: It's it's called debit card. Is it same?\n\nChannel 0: Yeah.\n\nChannel 1: Master.\n\nChannel 0: Yeah. That would yes. Yes. It's okay. We just wanted to check because on the system, we need to select either a Visa or a a Mastercard.\n\nBut it would be fine if it's a debit or a credit. Okay? Let me just put here. And what is your card number?\n\nChannel 1: 5163660020513860.\n\nChannel 0: Thank you. 5163660020513860.\n\nChannel 1: Yes.\n\nChannel 0: Okay. The card expiration date, please?\n\nChannel 1: '10\n\nChannel 0: Ten twenty nine.\n\nChannel 1: '20\n\nChannel 0: K. Let me put here.\n\nChannel 1: 9.\n\nChannel 0: Security code, please?\n\nChannel 1: 652.\n\nChannel 0: 652. K. And then your name as it appears on the card is Mahmood Bahaduri. Right?\n\nChannel 1: Yes.\n\nChannel 0: Okay. Thank you so much.\n\nChannel 1: Make sure to put the note for end of the month. Okay?\n\nChannel 0: Yeah. Nothing to worry. I've already indicated and notated. Okay?\n\nChannel 1: Okay.\n\nChannel 0: Just one moment. So the one time passcode will be sent to your phone number. You will receive a text now. Please check, and then you have to read the OTP or one time passcode so you can authorize your payment today.\n\nChannel 1: What do you need right\n\nChannel 0: Please check your message. Your text\n\nChannel 1: now?\n\nChannel 0: message. You got a message. You will see a one time code. You have to tell me the code so I can enter on the system and process your payment authorize your payment. This\n\nChannel 1: Okay.\n\nChannel 0: is a security\n\nChannel 1: I did\n\nChannel 0: measure.\n\nChannel 1: check what I need to do.\n\nChannel 0: Please read me the the number, the OTP, the one time passcode from the text you got.\n\nChannel 1: Okay. 9330\n\nChannel 0: Mhmm.\n\nChannel 1: 7090.\n\nChannel 0: Thank you. 93307090. Okay. Perfect. So, mister Badajore, your payment has been processed successfully.\n\nShortly, you will receive your email confirmation or payment receipt to your email address. And, again, you are moving out, and you would like to cancel your service on May 30. Correct?\n\nChannel 1: Thirty first or '30?\n\nChannel 0: Thirty first or '30?\n\nChannel 1: I don't know if May has a thirty first.\n\nChannel 0: Okay.\n\nChannel 1: Let me\n\nChannel 0: Let\n\nChannel 1: have\n\nChannel 0: me just\n\nChannel 1: a look.\n\nChannel 0: go ahead and check on you, please. I noticed one moment. Okay? I\n\nChannel 1: Yes.\n\nChannel 0: noticed\n\nChannel 1: '30\n\nChannel 0: here\n\nChannel 1: first.\n\nChannel 0: thirty first. Okay. That would be fine. Thirty first.\n\nChannel 1: Thank you.\n\nChannel 0: You're welcome. And if you would like to get the Internet service to our new address, just let us know. We would love to\n\nChannel 1: So\n\nChannel 0: check your\n\nChannel 1: for\n\nChannel 0: address.\n\nChannel 1: the next payment, I should you should call me again. Yeah?\n\nChannel 0: Yeah. I'll I'll just call you. Okay?\n\nChannel 1: Okay. Okay. Thank you. Bye bye.\n\nChannel 0: Okay. Thank you. Have a good one, and be safe. Night","paragraphs":[{"sentences":[{"text":"Hi.","start":0.56,"end":0.79999995,"sentiment":"neutral","sentiment_score":0.3223561942577362},{"text":"Good afternoon.","start":0.79999995,"end":1.52,"sentiment":"positive","sentiment_score":0.5157416462898254},{"text":"Thank you so much for calling Airtel accounts.","start":1.52,"end":3.6,"sentiment":"positive","sentiment_score":0.7106878310441971},{"text":"How may I help you today?","start":3.6,"end":4.9,"sentiment":"positive","sentiment_score":0.6143565674622854}],"sentiment":"positive","sentiment_score":0.6309106788214516,"channel":0,"num_words":17,"start":0.56,"end":4.9},{"sentences":[{"text":"Is it from Airtel?","start":6.16,"end":7.7,"sentiment":"neutral","sentiment_score":0.06602800264954567}],"sentiment":"neutral","sentiment_score":0.06602800264954567,"channel":1,"num_words":4,"start":6.16,"end":7.7},{"sentences":[{"text":"This is Airtel Australia.","start":8.72,"end":10.42,"sentiment":"neutral","sentiment_score":0.016693230718374252}],"sentiment":"neutral","sentiment_score":0.016693230718374252,"channel":0,"num_words":4,"start":8.72,"end":10.42},{"sentences":[{"text":"You know, you say my bill is due, but","start":12.0,"end":14.82,"sentiment":"neutral","sentiment_score":-0.02895213829146491}],"sentiment":"neutral","sentiment_score":-0.02895213829146491,"channel":1,"num_words":9,"start":12.0,"end":14.82},{"sentences":[{"text":"Uh-huh.","start":15.04,"end":15.54,"sentiment":"neutral","sentiment_score":-0.07782690972089767}],"sentiment":"neutral","sentiment_score":-0.07782690972089767,"channel":0,"num_words":1,"start":15.04,"end":15.54},{"sentences":[{"text":"we had a credit card.","start":15.485001,"end":17.185,"sentiment":"neutral","sentiment_score":-0.14617356061935424},{"text":"You couldn't","start":17.405,"end":17.885,"sentiment":"neutral","sentiment_score":-0.2830517143011093}],"sentiment":"neutral","sentiment_score":-0.18528160452842712,"channel":1,"num_words":7,"start":15.485001,"end":17.885},{"sentences":[{"text":"Oh","start":17.855,"end":18.355,"sentiment":"neutral","sentiment_score":-0.3307619094848633}],"sentiment":"neutral","sentiment_score":-0.3307619094848633,"channel":0,"num_words":1,"start":17.855,"end":18.355},{"sentences":[{"text":"get the money.","start":17.885,"end":18.605,"sentiment":"negative","sentiment_score":-0.37758807341257733},{"text":"Yeah?","start":18.605,"end":19.105,"sentiment":"neutral","sentiment_score":-0.07418371737003326}],"sentiment":"neutral","sentiment_score":-0.3017369844019413,"channel":1,"num_words":4,"start":17.885,"end":19.105},{"sentences":[{"text":"oh, sure.","start":19.215,"end":19.775,"sentiment":"neutral","sentiment_score":-0.03939282614737749},{"text":"Let me just go ahead and check this for you.","start":19.775,"end":21.695,"sentiment":"neutral","sentiment_score":0.026538243517279625},{"text":"Just one moment.","start":21.695,"end":22.414999,"sentiment":"neutral","sentiment_score":0.028169717639684677},{"text":"Okay?","start":22.414999,"end":22.914999,"sentiment":"neutral","sentiment_score":0.021560166031122208},{"text":"And what is your name?","start":22.974998,"end":24.275,"sentiment":"neutral","sentiment_score":0.0100121408700943}],"sentiment":"neutral","sentiment_score":0.016320324103747095,"channel":0,"num_words":21,"start":19.215,"end":24.275},{"sentences":[{"text":"My 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line.","start":30.61,"end":32.15,"sentiment":"positive","sentiment_score":0.6620204704148429},{"text":"Yeah.","start":32.21,"end":32.53,"sentiment":"neutral","sentiment_score":0.09900747239589693},{"text":"Mister Mamoru, I could see in here that we tried to process your payment using your card on file.","start":32.53,"end":38.53,"sentiment":"neutral","sentiment_score":-0.032766628618303095}],"sentiment":"neutral","sentiment_score":0.1741386789828539,"channel":0,"num_words":30,"start":29.73,"end":38.53},{"sentences":[{"text":"However, it was declined due to insufficient funds.","start":38.53,"end":42.07,"sentiment":"negative","sentiment_score":-0.4950166158378124},{"text":"So let me check the last four.","start":42.129997,"end":44.785,"sentiment":"neutral","sentiment_score":-0.12690468026059015},{"text":"9802, is this the good one, or you would you like to change your card?","start":45.085,"end":51.745,"sentiment":"neutral","sentiment_score":-0.033553709648549555}],"sentiment":"neutral","sentiment_score":-0.17839237777516245,"channel":0,"num_words":30,"start":38.53,"end":51.745},{"sentences":[{"text":"You know, I have another inquiry.","start":53.965,"end":56.945,"sentiment":"neutral","sentiment_score":-0.10073146969079971},{"text":"I just forgot to tell you.","start":57.885002,"end":59.665,"sentiment":"neutral","sentiment_score":-0.09863830792407195}],"sentiment":"neutral","sentiment_score":-0.09968488880743583,"channel":1,"num_words":12,"start":53.965,"end":59.665},{"sentences":[{"text":"That would be fine.","start":61.05,"end":62.09,"sentiment":"neutral","sentiment_score":0.15631888434290886},{"text":"I can assist you with all your inquiries.","start":62.09,"end":64.19,"sentiment":"neutral","sentiment_score":0.315361350774765},{"text":"But can you confirm first, is that the card that you do have the funds 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nine.","start":308.9,"end":310.12,"sentiment":"neutral","sentiment_score":0.00556176124761502}],"sentiment":"neutral","sentiment_score":0.00556176124761502,"channel":0,"num_words":3,"start":308.9,"end":310.12},{"sentences":[{"text":"'20","start":309.69168,"end":310.19168,"sentiment":"neutral","sentiment_score":0.004221987910568714}],"sentiment":"neutral","sentiment_score":0.004221987910568714,"channel":1,"num_words":1,"start":309.69168,"end":310.19168},{"sentences":[{"text":"K.","start":311.78,"end":312.18,"sentiment":"neutral","sentiment_score":0.004244768060743809},{"text":"Let me put 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please?","start":314.18,"end":315.56,"sentiment":"neutral","sentiment_score":0.0011624224328746398}],"sentiment":"neutral","sentiment_score":0.0011624224328746398,"channel":0,"num_words":3,"start":314.18,"end":315.56},{"sentences":[{"text":"652.","start":316.14502,"end":317.445,"sentiment":"neutral","sentiment_score":0.0029126082081347704}],"sentiment":"neutral","sentiment_score":0.0029126082081347704,"channel":1,"num_words":1,"start":316.14502,"end":317.445},{"sentences":[{"text":"652.","start":318.25998,"end":319.56,"sentiment":"neutral","sentiment_score":0.003203280968591571},{"text":"K.","start":321.06,"end":321.56,"sentiment":"neutral","sentiment_score":0.009101221337914469},{"text":"And then your name as it appears on the card is Mahmood 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The representative informed the customer that they can cancel their service on the date they want and put a notice in the system. The customer was also informed that they can use a debit or credit card to make a payment and that their account will be zero balance. The representative also informed the customer that they will receive an email confirmation and payment receipt."},"intents":{"segments":[{"text":"I can assist you with all your inquiries. But can you confirm first, is that the card that you do have the funds available? No.","start_word":150,"end_word":174,"intents":[{"intent":"Confirm card availability","confidence_score":0.11436605}]},{"text":"So if you would like to cancel your service, just like what you're doing, providing us a notice. And then if you would like to get a service Can to I your put the notice now for the end of month?","start_word":217,"end_word":257,"intents":[{"intent":"Retrieve notice for cancellation","confidence_score":0.00004896383}]},{"text":"You have to pay right now because your bill is due November month, May 11. Reason why we are trying to reach out, in that way, you could avoid a late fee because all payment that is past due was not made on time.","start_word":365,"end_word":408,"intents":[{"intent":"Pay bill","confidence_score":0.08183224}]},{"text":"You have to pay right now because your bill is due November month, May 11. Reason why we are trying to reach out, in that way, you could avoid a late fee because all payment that is past due was not made on time. There will be a late fee of $10.","start_word":365,"end_word":416,"intents":[{"intent":"Avoid late fee","confidence_score":0.044273105},{"intent":"Avoid late fee","confidence_score":0.001717245}]},{"text":"Is are you going to use your Visa or your Mastercard?","start_word":576,"end_word":586,"intents":[{"intent":"Check card usage","confidence_score":0.0029006882}]},{"text":"Thank you so much. Make sure to put the note for end of the month. Okay? Yeah.","start_word":700,"end_word":716,"intents":[{"intent":"Express gratitude for assistance","confidence_score":0.005549533}]},{"text":"Make sure to put the note for end of the month. Okay?","start_word":704,"end_word":715,"intents":[{"intent":"Put note for end of month","confidence_score":0.09760032}]},{"text":"So the one time passcode will be sent to your phone number. You will receive a text now. Please check, and then you have to read the OTP or one time passcode so you can authorize your payment today.","start_word":730,"end_word":768,"intents":[{"intent":"Confirm receipt of one time passcode","confidence_score":0.00004197038},{"intent":"Authorize payment","confidence_score":0.0021120142}]},{"text":"So the one time passcode will be sent to your phone number. You will receive a text now. Please check, and then you have to read the OTP or one time passcode so you can authorize your payment today. What do you need right Please check your message. Your text now? message.","start_word":730,"end_word":781,"intents":[{"intent":"Check account status","confidence_score":0.004217821}]},{"text":"So, mister Badajore, your payment has been processed successfully. Shortly, you will receive your email confirmation or payment receipt to your email address.","start_word":854,"end_word":876,"intents":[{"intent":"Confirm receipt of passcode","confidence_score":0.052487593}]},{"text":"And, again, you are moving out, and you would like to cancel your service on May 30. Correct?","start_word":877,"end_word":894,"intents":[{"intent":"Cancel service","confidence_score":0.11831286}]},{"text":"And if you would like to get the Internet service to our new address, just let us know. We would love to So check your for address. the next payment, I should you should call me again. Yeah? Yeah.","start_word":952,"end_word":990,"intents":[{"intent":"Confirm address","confidence_score":0.021712564}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.3223561942577362},{"text":"Good afternoon. Thank you so much for calling Airtel accounts. How may I help you today?","start_word":1,"end_word":16,"sentiment":"positive","sentiment_score":0.6427168846130371},{"text":"Is it from Airtel? This is Airtel Australia. You know, you say my bill is due, but Uh-huh. we had a credit card. You couldn't Oh get the money. Yeah? oh, sure. Let me just go ahead and check this for you. Just one moment. Okay? And what is your name? My name You're is Mohammed Bahaduri. Okay.","start_word":17,"end_word":74,"sentiment":"neutral","sentiment_score":-0.03616730868816376},{"text":"Thank you. Nice to have you on the line.","start_word":75,"end_word":83,"sentiment":"positive","sentiment_score":0.611926257610321},{"text":"Yeah. Mister Mamoru, I could see in here that we tried to process your payment using your card on file.","start_word":84,"end_word":103,"sentiment":"neutral","sentiment_score":-0.015524265356361866},{"text":"However, it was declined due to insufficient funds.","start_word":104,"end_word":111,"sentiment":"negative","sentiment_score":-0.4822053611278534},{"text":"So let me check the last four. 9802, is this the good one, or you would you like to change your card? You know, I have another inquiry. I just forgot to tell you. That would be fine. I can assist you with all your inquiries. But can you confirm first, is that the card that you do have the funds available? No. Would you Let like me me? I tell you my things and then you ask for credit. You Mhmm. know, by end of the month, I'm moving my apartment. Mhmm. What I need to do? What is the process to cancel? Okay. So if you would like to cancel your service, just like what you're doing, providing us a notice. And then if you would like to get a service Can to I your put the notice now for the end of month? Because end of month, I'm moving out. Yes. I can go ahead and put your notice that you are moving out, and then you are requesting to cancel your service on the thirtieth of this month. Could you please put the note there? Yeah. That's what I said, mister Mahmood. I said I put the note. Julie noted your account. And for us to be able to proceed in canceling or doing your request, your account should be zero balance. And would you like to check your address if we can service your new address for new connection? Can I pay until end of the month? No. You have to pay right now because your bill is due November month, May 11. Reason why we are trying to reach out, in that way, you could avoid a late fee because all payment that is past due was not made on time. There will be a late fee of $10. So How even though much you would is that? like $70. Yeah? yeah. $69.95 to be exact. Yeah. And then the rest, I should pay end of the month. Yeah? Yes. So this month is your bill, $69.95. We sent And then you the bill. for the next month, it's only twenty days. Because I'm moving end of the month to different location. Yeah. That's correct. We've already notated that you are requesting to cancel your account May 30. Right? End Yes. of the month. Okay. Yeah. We're we're fine with that. I've already notated on this that you are moving out and you would like to cancel, terminate your service on the thirtieth. How about your outstanding Yes. balance right now? When can you pay this? Okay. Okay. Can I give you new card? Because I did cancel that card. Okay. Sure. That would be fine. One moment here. So what we are processing today is your $69.95. Is are you going to use your Visa or your Mastercard? I think it's a Mastercard. A Mastercard. Okay? It's it's called debit card. Is it same? Yeah. Master. Yeah. That would yes. Yes. It's okay. We just wanted to check because on the system, we need to select either a Visa or a a Mastercard. But it would be fine if it's a debit or a credit. Okay? Let me just put here. And what is your card number? 5163660020513860. Thank you. 5163660020513860. Yes. Okay. The card expiration date, please? '10 Ten twenty nine. '20 K. Let me put here. 9. Security code, please? 652. 652. K. And then your name as it appears on the card is Mahmood Bahaduri. Right? Yes. Okay.","start_word":112,"end_word":699,"sentiment":"neutral","sentiment_score":-0.034196298102195676},{"text":"Thank you so much.","start_word":700,"end_word":703,"sentiment":"positive","sentiment_score":0.7043657898902893},{"text":"Make sure to put the note for end of the month. Okay? Yeah. Nothing to worry. I've already indicated and notated. Okay? Okay. Just one moment. So the one time passcode will be sent to your phone number. You will receive a text now. Please check, and then you have to read the OTP or one time passcode so you can authorize your payment today. What do you need right Please check your message. Your text now? message. You got a message. You will see a one time code. You have to tell me the code so I can enter on the system and process your payment authorize your payment. This Okay. is a security I did measure. check what I need to do. Please read me the the number, the OTP, the one time passcode from the text you got. Okay. 9330 Mhmm. 7090. Thank you. 93307090. Okay.","start_word":704,"end_word":852,"sentiment":"neutral","sentiment_score":0.07122183591127396},{"text":"Perfect. So, mister Badajore, your payment has been processed successfully.","start_word":853,"end_word":862,"sentiment":"positive","sentiment_score":0.34631553292274475},{"text":"Shortly, you will receive your email confirmation or payment receipt to your email address. And, again, you are moving out, and you would like to cancel your service on May 30. Correct? Thirty first or '30? Thirty first or '30? I don't know if May has a thirty first. Okay. Let Let me me have just a look. go ahead and check on you, please. I noticed one moment. Okay? I Yes. noticed '30 here first. thirty first. Okay. That would be fine. Thirty first. Thank you. You're welcome. And if you would like to get the Internet service to our new address, just let us know. We would love to So check your for address. the next payment, I should you should call me again. Yeah? Yeah. I'll I'll just call you. Okay? Okay. Okay. Thank you. Bye bye.","start_word":863,"end_word":1002,"sentiment":"neutral","sentiment_score":0.03783900296049458},{"text":"Okay. Thank you. Have a good one, and be safe.","start_word":1003,"end_word":1012,"sentiment":"positive","sentiment_score":0.7333388328552246},{"text":"Night","start_word":1013,"end_word":1013,"sentiment":"neutral","sentiment_score":0.1680034101009369}],"average":{"sentiment":"neutral","sentiment_score":0.019869361220106567}}}}