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Thank you so much for answering my phone call. Billy, I just wanted to confirm if you received our email, including the invoice for your router. Oh, when did you process the payment, if I may ask? Yeah. The reason why I've reached her out today because over the weekend, it shows pending, and then it did not posted due to insufficient funds. It it did not went through. Have you processed it yeah. Have you processed it via BPAY? Or yeah. Here's the thing. Last weekend, the well, one moment. I'll need to go back to your account. Just bear with me. Okay? Because we see it it's showing pending, and then it's supposed to be cleared out and posted between one to three banking days. However, yesterday, it shows insufficient funds, and it did not went through. So it bounced back. Yeah. Oh, okay. Sure. And would you like to use your card to process a payment by tomorrow? Because we can also set up your direct debit. I can set up this today, and then tomorrow, I could just process the payment. Okay. Not a problem, Billy. Here's what I'm going to do. I'll just go ahead and resend you the email including the details, your credential to log in to your portal. In that way, you can set up your direct debit at the same time, process your payment tomorrow. Okay? Alright. Sure. Thank you so much, Billy. We're away for your payment tomorrow. Okay? Thank you so much. Have a good one. 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Hi. Good afternoon. This is Melissa from Airtel accounts. Am I speaking to Billy Joe Rai?\n\nHi. How are you today? That's great to hear. Thank you so much for answering my phone call. Billy, I just wanted to confirm if you received our email, including the invoice for your router.\n\nOh, when did you process the payment, if I may ask? Yeah. The reason why I've reached her out today because over the weekend, it shows pending, and then it did not posted due to insufficient funds. It it did not went through. Have you processed it yeah.\n\nHave you processed it via BPAY? Or yeah. Here's the thing. Last weekend, the well, one moment. I'll need to go back to your account.\n\nJust bear with me. Okay? Because we see it it's showing pending, and then it's supposed to be cleared out and posted between one to three banking days. However, yesterday, it shows insufficient funds, and it did not went through. So it bounced back.\n\nYeah. Oh, okay. Sure. And would you like to use your card to process a payment by tomorrow? Because we can also set up your direct debit.\n\nI can set up this today, and then tomorrow, I could just process the payment. Okay. Not a problem, Billy. Here's what I'm going to do. I'll just go ahead and resend you the email including the details, your credential to log in to your portal.\n\nIn that way, you can set up your direct debit at the same time, process your payment tomorrow. Okay? Alright. Sure. Thank you so much, Billy.\n\nWe're away for your payment tomorrow. Okay? Thank you so much. Have a good one. Bye bye.","paragraphs":[{"sentences":[{"text":"Melissa from Airtel.","start":6.3999996,"end":7.94,"sentiment":"neutral","sentiment_score":0.02402132252852122},{"text":"Hi.","start":8.24,"end":8.559999,"sentiment":"neutral","sentiment_score":0.109632708132267},{"text":"Good afternoon.","start":8.559999,"end":9.38,"sentiment":"neutral","sentiment_score":0.27664579451084137},{"text":"This is Melissa from Airtel accounts.","start":9.5199995,"end":11.92,"sentiment":"neutral","sentiment_score":0.12421368807554245},{"text":"Am I speaking to Billy Joe Rai?","start":11.92,"end":14.9,"sentiment":"neutral","sentiment_score":0.0546062242771898}],"sentiment":"neutral","sentiment_score":0.09802705069121562,"num_words":19,"start":6.3999996,"end":14.9},{"sentences":[{"text":"Hi.","start":15.745,"end":16.065,"sentiment":"neutral","sentiment_score":0.21198877692222595},{"text":"How are you today?","start":16.065,"end":17.045,"sentiment":"neutral","sentiment_score":0.30429693311452866},{"text":"That's 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set up this today, and then tomorrow, I could just process the payment.","start":115.11,"end":119.61,"sentiment":"neutral","sentiment_score":0.12968392074108123},{"text":"Okay.","start":125.43,"end":125.83,"sentiment":"neutral","sentiment_score":0.039134688675403595},{"text":"Not a problem, Billy.","start":125.83,"end":127.03,"sentiment":"neutral","sentiment_score":0.15941748209297657},{"text":"Here's what I'm going to do.","start":127.03,"end":128.685,"sentiment":"neutral","sentiment_score":0.21124241004387537},{"text":"I'll just go ahead and resend you the email including the details, your credential to log in to your portal.","start":128.925,"end":137.405,"sentiment":"neutral","sentiment_score":0.1663021981716156}],"sentiment":"neutral","sentiment_score":0.15686004025780637,"num_words":46,"start":115.11,"end":137.405},{"sentences":[{"text":"In that way, you can set up your direct debit at the same time, process your payment 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I'll see if this person is available. Hello?\n\nChannel 0: Melissa from Airtel. Hi. Good afternoon. This is Melissa from Airtel accounts. Am I speaking to Billy Joe\n\nChannel 1: Yeah.\n\nChannel 0: Rai?\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: Hi. How are you today?\n\nChannel 1: Yeah. Not bad.\n\nChannel 0: That's great to hear. Thank you so much for answering my phone call. Billy, I just wanted to confirm if you received our email, including the invoice for your router.\n\nChannel 1: Yeah. I've already paid it.\n\nChannel 0: Oh, when did you process the payment, if I may ask?\n\nChannel 1: Last Friday. It should it should be already paid.\n\nChannel 0: Yeah. The reason why I've reached her out today because over the weekend, it shows pending, and then it did not posted due to insufficient funds.\n\nChannel 1: Yeah. Right.\n\nChannel 0: It it did not went through.\n\nChannel 1: It didn't\n\nChannel 0: Have\n\nChannel 1: go\n\nChannel 0: you\n\nChannel 1: through.\n\nChannel 0: processed it yeah. Have you processed it via BPAY? Or\n\nChannel 1: I should've Oh, I can.\n\nChannel 0: yeah. Here's the thing. Last weekend, the well, one moment. I'll need to go back to your account. Just bear with me.\n\nOkay? Because we see it it's showing pending, and then it's supposed to be cleared out and posted between one to three banking days. However, yesterday, it shows insufficient funds, and it did not went through.\n\nChannel 1: It\n\nChannel 0: So it\n\nChannel 1: says\n\nChannel 0: bounced back.\n\nChannel 1: oh, no. Yeah. It's bounced back. I have\n\nChannel 0: Yeah.\n\nChannel 1: to pay I have to pay you guys tomorrow because I got no money in my\n\nChannel 0: Oh, okay. Sure. And would you like to use your card to process a payment by tomorrow? Because we can also\n\nChannel 1: yeah.\n\nChannel 0: set up your direct debit. I can\n\nChannel 1: Yeah.\n\nChannel 0: set\n\nChannel 1: Yeah.\n\nChannel 0: up this today, and then tomorrow, I could just process the payment.\n\nChannel 1: Yeah. Well, I don't have my card on me, so I have to my card's at home.\n\nChannel 0: Okay. Not a problem, Billy.\n\nChannel 1: Yeah.\n\nChannel 0: Here's what I'm going to do. I'll just go ahead and resend you the email including the details, your credential to log in to your portal. In that way, you can set up your direct debit at the same\n\nChannel 1: Yeah.\n\nChannel 0: time, process your payment tomorrow. Okay?\n\nChannel 1: Yeah. No worries.\n\nChannel 0: Alright. Sure. Thank you so much, Billy. We're away for your payment tomorrow. Okay?\n\nChannel 1: No worries. Thank you.\n\nChannel 0: Thank you so much. Have a good one. Bye bye.\n\nChannel 1: Alright. Bye. Bye.","paragraphs":[{"sentences":[{"text":"Called your name and reason for calling.","start":0.24,"end":2.1599998,"sentiment":"neutral","sentiment_score":0.024814335629343987},{"text":"I'll see if this person is available.","start":2.1599998,"end":4.1,"sentiment":"neutral","sentiment_score":0.01598498770701034},{"text":"Hello?","start":6.3199997,"end":6.8199997,"sentiment":"neutral","sentiment_score":0.0168045274913311}],"sentiment":"neutral","sentiment_score":0.020159986056387424,"channel":1,"num_words":15,"start":0.24,"end":6.8199997},{"sentences":[{"text":"Melissa from Airtel.","start":6.3999996,"end":7.94,"sentiment":"neutral","sentiment_score":0.02402132252852122},{"text":"Hi.","start":8.24,"end":8.559999,"sentiment":"neutral","sentiment_score":0.109632708132267},{"text":"Good afternoon.","start":8.559999,"end":9.38,"sentiment":"neutral","sentiment_score":0.27664579451084137},{"text":"This is Melissa from Airtel 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Billy.","start":125.83,"end":127.03,"sentiment":"neutral","sentiment_score":0.15941748209297657}],"sentiment":"neutral","sentiment_score":0.135360923409462,"channel":0,"num_words":5,"start":125.43,"end":127.03},{"sentences":[{"text":"Yeah.","start":127.009995,"end":127.509995,"sentiment":"neutral","sentiment_score":0.19717365503311157}],"sentiment":"neutral","sentiment_score":0.19717365503311157,"channel":1,"num_words":1,"start":127.009995,"end":127.509995},{"sentences":[{"text":"Here's what I'm going to do.","start":127.03,"end":128.685,"sentiment":"neutral","sentiment_score":0.21124241004387537},{"text":"I'll just go ahead and resend you the email including the details, your credential to log in to your portal.","start":128.925,"end":137.405,"sentiment":"neutral","sentiment_score":0.1663021981716156},{"text":"In that way, you can set up your direct debit at the 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worries.","start":144.145,"end":144.805,"sentiment":"neutral","sentiment_score":0.031981829553842545}],"sentiment":"neutral","sentiment_score":0.03587082028388977,"channel":1,"num_words":3,"start":143.665,"end":144.805},{"sentences":[{"text":"Alright.","start":144.92,"end":145.42,"sentiment":"neutral","sentiment_score":0.024825703352689743},{"text":"Sure.","start":145.48,"end":145.96,"sentiment":"neutral","sentiment_score":0.07830601185560226},{"text":"Thank you so much, Billy.","start":145.96,"end":147.24,"sentiment":"neutral","sentiment_score":0.16879061758518218},{"text":"We're away for your payment tomorrow.","start":147.24,"end":149.08,"sentiment":"neutral","sentiment_score":-0.23849310725927353},{"text":"Okay?","start":149.08,"end":149.58,"sentiment":"neutral","sentiment_score":-0.05212130770087242}],"sentiment":"neutral","sentiment_score":-0.03828536772302219,"channel":0,"num_words":14,"start":144.92,"end":149.58},{"sentences":[{"text":"No worries.","start":149.69,"end":150.34999,"sentiment":"neutral","sentiment_score":-0.0003360295668244362},{"text":"Thank you.","start":150.41,"end":151.15,"sentiment":"positive","sentiment_score":0.8566577732563019}],"sentiment":"positive","sentiment_score":0.4281608718447387,"channel":1,"num_words":4,"start":149.69,"end":151.15},{"sentences":[{"text":"Thank you so much.","start":150.92,"end":151.96,"sentiment":"positive","sentiment_score":0.8907022029161453},{"text":"Have a good one.","start":151.96,"end":152.84,"sentiment":"positive","sentiment_score":0.7815808951854706},{"text":"Bye bye.","start":152.84,"end":153.5,"sentiment":"neutral","sentiment_score":0.3099355101585388}],"sentiment":"positive","sentiment_score":0.7309003412723541,"channel":0,"num_words":10,"start":150.92,"end":153.5},{"sentences":[{"text":"Alright.","start":153.13,"end":153.61,"sentiment":"neutral","sentiment_score":0.17179885506629944},{"text":"Bye.","start":153.61,"end":153.84999,"sentiment":"neutral","sentiment_score":0.15075884759426117},{"text":"Bye.","start":153.84999,"end":154.34999,"sentiment":"neutral","sentiment_score":-0.0929085910320282}],"sentiment":"neutral","sentiment_score":0.07654970387617747,"channel":1,"num_words":3,"start":153.13,"end":154.34999}]},"summary":{"result":"success","short":"The customer, Billy Joe, called Airtel to confirm payment for his router. The representative, Melissa, confirmed payment was already made and set up direct debit for the next day to process payment. The call ended with the representative sending an email to the customer including details and a request to set up direct debit."},"intents":{"segments":[{"text":"Called your name and reason for calling. I'll see if this person is available. Hello?","start_word":1,"end_word":15,"intents":[{"intent":"Provide contact information","confidence_score":0.00027637716}]},{"text":"Billy, I just wanted to confirm if you received our email, including the invoice for your router. Yeah.","start_word":58,"end_word":75,"intents":[{"intent":"Confirm receipt of email","confidence_score":0.29704356}]},{"text":"I've already paid it. Oh, when did you process the payment, if I may ask? Last Friday.","start_word":76,"end_word":92,"intents":[{"intent":"Confirm payment","confidence_score":0.102104306}]},{"text":"Oh, when did you process the payment, if I may ask? Last Friday.","start_word":80,"end_word":92,"intents":[{"intent":"Process payment","confidence_score":0.40477732},{"intent":"Confirm payment method","confidence_score":0.011967811}]},{"text":"The reason why I've reached her out today because over the weekend, it shows pending, and then it did not posted due to insufficient funds.","start_word":101,"end_word":125,"intents":[{"intent":"Check account status","confidence_score":0.05995486}]},{"text":"And would you like to use your card to process a payment by tomorrow? Because we can also yeah.","start_word":247,"end_word":265,"intents":[{"intent":"Process payment","confidence_score":0.54148716}]},{"text":"set up your direct debit. I can Yeah.","start_word":266,"end_word":273,"intents":[{"intent":"Set up direct debit","confidence_score":0.3615612}]},{"text":"I'll just go ahead and resend you the email including the details, your credential to log in to your portal.","start_word":317,"end_word":336,"intents":[{"intent":"Log in to portal","confidence_score":0.2522106}]},{"text":"I'll just go ahead and resend you the email including the details, your credential to log in to your portal. In that way, you can set up your direct debit at the same Yeah. time, process your payment tomorrow. Okay? Yeah.","start_word":317,"end_word":357,"intents":[{"intent":"Resend email","confidence_score":0.6162606}]}]},"sentiments":{"segments":[{"text":"Called your name and reason for calling. I'll see if this person is available. Hello? Melissa from Airtel. Hi. Good afternoon. This is Melissa from Airtel accounts. Am I speaking to Billy Joe Yeah. Rai? Yeah. Yeah. Hi. How are you today? Yeah.","start_word":0,"end_word":42,"sentiment":"neutral","sentiment_score":0.09227824956178664},{"text":"Not bad. That's great to hear. Thank you so much for answering my phone call.","start_word":43,"end_word":57,"sentiment":"positive","sentiment_score":0.7205572128295898},{"text":"Billy, I just wanted to confirm if you received our email, including the invoice for your router. Yeah. I've already paid it. Oh, when did you process the payment, if I may ask? Last Friday. It should it should be already paid. Yeah.","start_word":58,"end_word":100,"sentiment":"neutral","sentiment_score":0.11447311192750932},{"text":"The reason why I've reached her out today because over the weekend, it shows pending, and then it did not posted due to insufficient funds.","start_word":101,"end_word":125,"sentiment":"negative","sentiment_score":-0.3682881295681},{"text":"Yeah. Right.","start_word":126,"end_word":127,"sentiment":"neutral","sentiment_score":-0.17114022374153137},{"text":"It it did not went through.","start_word":128,"end_word":133,"sentiment":"negative","sentiment_score":-0.3609396517276764},{"text":"It didn't Have go you through. processed it yeah. Have you processed it via BPAY? Or I should've Oh, I can. yeah. Here's the thing. Last weekend, the well, one moment. I'll need to go back to your account. Just bear with me. Okay? Because we see it it's showing pending, and then it's supposed to be cleared out and posted between one to three banking days.","start_word":134,"end_word":200,"sentiment":"neutral","sentiment_score":-0.10190328271753751},{"text":"However, yesterday, it shows insufficient funds, and it did not went through.","start_word":201,"end_word":212,"sentiment":"negative","sentiment_score":-0.3789199888706207},{"text":"It So it says bounced back. oh, no. Yeah. It's bounced back. I have Yeah. to pay I have to pay you guys tomorrow because I got no money in my Oh, okay. Sure. And would you like to use your card to process a payment by tomorrow? Because we can also yeah. set up your direct debit. I can Yeah. set Yeah. up this today, and then tomorrow, I could just process the payment. Yeah. Well, I don't have my card on me, so I have to my card's at home. Okay. Not a problem, Billy. Yeah. Here's what I'm going to do. I'll just go ahead and resend you the email including the details, your credential to log in to your portal. In that way, you can set up your direct debit at the same Yeah. time, process your payment tomorrow. Okay? Yeah. No worries. Alright. Sure. Thank you so much, Billy. We're away for your payment tomorrow. Okay? No worries.","start_word":213,"end_word":375,"sentiment":"neutral","sentiment_score":0.03961164876818657},{"text":"Thank you. Thank you so much. Have a good one.","start_word":376,"end_word":385,"sentiment":"positive","sentiment_score":0.8311628103256226},{"text":"Bye bye. Alright. Bye. Bye.","start_word":386,"end_word":390,"sentiment":"neutral","sentiment_score":0.20548422634601593}],"average":{"sentiment":"neutral","sentiment_score":0.033778341013043583}}}}