{"metadata":{"transaction_key":"deprecated","request_id":"01a01d3d-243d-7003-b7f2-e02959d651fc","sha256":"6f692c70e7cc2d4a22790354ede928f43b4303e90fd260425dbbfccfdd29d17e","created":"2026-08-20T03:35:43.255Z","duration":742.10394,"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":1321,"output_tokens":102},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1425,"output_tokens":1428},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1425,"output_tokens":24}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Good afternoon. This is Airtel accounts. How may I help you today? Oh, sure. We'll be more than happy to assist you today, and thank you so much for your call. We will go ahead and start this out. I'll just need to pull out your account and do some verification. May I have your full name, please? Thank you. Nice to have you on the line, Tanisha. And may I have your date of birth, please? Thank you so much. 03/21/2000. Give me a minute or two. Okay? Just bear with me. Thank you so much for patiently waiting on the line, Tanisha. So, yeah, I was able to go over to your account here. I'm showing a, overdue for the month of July and August. And, yeah, we can go ahead and set up a payment plan. Just let us know your situation or how much you can do on a weekly basis, fortnightly, something like that. Okay. $45 will start this week because we need at least a payment for us to be able to justify to our technical team to checking if they could reinstate the account. How much Today is $45. Okay? And then on a weekly basis, so you will be doing it every Friday until you catch up your overdue? Okay. Every Friday. Okay. So here's what I'm going to do, Tanisha. After we set this up, you will also receive an email. Alright? In that way, we can, ensure that the payment plan we set up will be adhered because we isn't it your invoice? The service is recurring, so it's a subscription. So invoice is also recurring, like, for next month. There is another invoice, reason why we are wanting to help you to catch up with this amount that left behind. Right? So for example, we're doing this $45 weekly. Is this continuous including your September, or we're just doing it for for these two months? Alright. $45. And are you going to use your card or your bank account? We have to put the payment method we're using for this arrangement. Okay. Thank you. So what will gonna happen in a weekly basis, Tanisha, we are going to make an invoice separately. Like, for example, this Friday, I will make a separate invoice for $45. I will indicate this. This will be a partial payment to your July, and then same goes with every Friday. Because our payment platform is allowing to process a payment with each invoice. We don't have any option to do it like the invoice is 89, and then we will be doing at a partial. So I will make a separate invoice for each $45 we're doing, and we will just record it accordingly. Anyway, it will be visible to your account as well. So, like, for example, this week, this Friday, we will be processing 45. Right? So it means to say, you already made a half partial payment to your July. So next Friday, we'll make another $45 invoice. We'll process it. Once it went through, it means to say your July invoice has been fully paid. And then moving forward to your August. K? Yeah. Right. Thank you so much. Just give me a minute or two. I already your card, and then I'll just prepare quickly the 45 amount that we are processing today. Okay? One moment. Thank you. Thank you so much for staying on the line, Tanisha. And are we going to use a Visa or a Mastercard? Mastercard. Okay. Thank you. Mastercard. Okay. May I have your card number, please? Oh, I'm I'm sorry. I lost the page. 5217. Mhmm. Thank you so much. And the name as it appears on your card, please? Yeah. It's the same as your Airtel accounts. Tanisha okay. Perfect. Let me put here. And card expiration date, please? 01/29. 02/09. Okay. And the security code, please? 550. Thank you. $45. Okay. So you will be receiving, like, a notification from your phone number, a text. You have to provide the code to authorize your payment of $45 today. Okay. Perfect. So the $45 has been successfully processed as your partial payment for the overdue July invoice. And, Tanisha, I will go ahead and justify this to our technical rep to reinstate the account to support you further. And then also, the payment method, this has been set up to your account. So every Friday, please ensure the $45 in your, Mastercard so we could avoid any, delays, and we could adhere with the payment plan we set up for your account. Okay? Alright. Thank you so much. So you will receive an email that your service has been reinstated once it's confirmed. And, also, you will receive an email in reference to our payment arrangement. I'll put the date. Alright? Alright. Thank you, Tanisha. And if you need any assistance, just call us. Okay? Thank you. Thank you. Cheers, and be safe. 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Good afternoon. This is Airtel accounts. How may I help you today? Oh, sure.\n\nWe'll be more than happy to assist you today, and thank you so much for your call. We will go ahead and start this out. I'll just need to pull out your account and do some verification. May I have your full name, please? Thank you.\n\nNice to have you on the line, Tanisha. And may I have your date of birth, please? Thank you so much. 03/21/2000. Give me a minute or two.\n\nOkay? Just bear with me. Thank you so much for patiently waiting on the line, Tanisha. So, yeah, I was able to go over to your account here. I'm showing a, overdue for the month of July and August.\n\nAnd, yeah, we can go ahead and set up a payment plan. Just let us know your situation or how much you can do on a weekly basis, fortnightly, something like that. Okay. $45 will start this week because we need at least a payment for us to be able to justify to our technical team to checking if they could reinstate the account. How much Today is $45.\n\nOkay? And then on a weekly basis, so you will be doing it every Friday until you catch up your overdue? Okay. Every Friday. Okay.\n\nSo here's what I'm going to do, Tanisha. After we set this up, you will also receive an email. Alright? In that way, we can, ensure that the payment plan we set up will be adhered because we isn't it your invoice? The service is recurring, so it's a subscription.\n\nSo invoice is also recurring, like, for next month. There is another invoice, reason why we are wanting to help you to catch up with this amount that left behind. Right? So for example, we're doing this $45 weekly. Is this continuous including your September, or we're just doing it for for these two months?\n\nAlright. $45. And are you going to use your card or your bank account? We have to put the payment method we're using for this arrangement. Okay.\n\nThank you. So what will gonna happen in a weekly basis, Tanisha, we are going to make an invoice separately. Like, for example, this Friday, I will make a separate invoice for $45. I will indicate this. This will be a partial payment to your July, and then same goes with every Friday.\n\nBecause our payment platform is allowing to process a payment with each invoice. We don't have any option to do it like the invoice is 89, and then we will be doing at a partial. So I will make a separate invoice for each $45 we're doing, and we will just record it accordingly. Anyway, it will be visible to your account as well. So, like, for example, this week, this Friday, we will be processing 45.\n\nRight? So it means to say, you already made a half partial payment to your July. So next Friday, we'll make another $45 invoice. We'll process it. Once it went through, it means to say your July invoice has been fully paid.\n\nAnd then moving forward to your August. K? Yeah. Right. Thank you so much.\n\nJust give me a minute or two. I already your card, and then I'll just prepare quickly the 45 amount that we are processing today. Okay? One moment. Thank you.\n\nThank you so much for staying on the line, Tanisha. And are we going to use a Visa or a Mastercard? Mastercard. Okay. Thank you.\n\nMastercard. Okay. May I have your card number, please? Oh, I'm I'm sorry. I lost the page.\n\n5217. Mhmm. Thank you so much. And the name as it appears on your card, please? Yeah.\n\nIt's the same as your Airtel accounts. Tanisha okay. Perfect. Let me put here. And card expiration date, please?\n\n01/29. 02/09. Okay. And the security code, please? 550.\n\nThank you. $45. Okay. So you will be receiving, like, a notification from your phone number, a text. You have to provide the code to authorize your payment of $45 today.\n\nOkay. Perfect. So the $45 has been successfully processed as your partial payment for the overdue July invoice. And, Tanisha, I will go ahead and justify this to our technical rep to reinstate the account to support you further. And then also, the payment method, this has been set up to your account.\n\nSo every Friday, please ensure the $45 in your, Mastercard so we could avoid any, delays, and we could adhere with the payment plan we set up for your account. Okay? Alright. Thank you so much. So you will receive an email that your service has been reinstated once it's confirmed.\n\nAnd, also, you will receive an email in reference to our payment arrangement. I'll put the date. Alright? Alright. Thank you, Tanisha.\n\nAnd if you need any assistance, just call us. Okay? Thank you. Thank you. Cheers, and be safe.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.04,"end":1.28,"sentiment":"neutral","sentiment_score":0.20829427242279053},{"text":"Good afternoon.","start":1.28,"end":2.0,"sentiment":"positive","sentiment_score":0.3784559369087219},{"text":"This is Airtel accounts.","start":2.0,"end":3.28,"sentiment":"neutral","sentiment_score":0.3033711016178131},{"text":"How may I help you today?","start":3.28,"end":4.58,"sentiment":"positive","sentiment_score":0.357054740190506},{"text":"Oh, sure.","start":20.715,"end":21.195,"sentiment":"neutral","sentiment_score":0.23969049751758575}],"sentiment":"neutral","sentiment_score":0.3200266659259796,"num_words":15,"start":1.04,"end":21.195},{"sentences":[{"text":"We'll be more than happy to assist you today, and thank you so much for your call.","start":21.195,"end":25.115,"sentiment":"positive","sentiment_score":0.7525942851515377},{"text":"We will go ahead and start this out.","start":25.115,"end":26.715,"sentiment":"positive","sentiment_score":0.333988931030035},{"text":"I'll just need to pull out your account and do some verification.","start":26.715,"end":29.615,"sentiment":"neutral","sentiment_score":0.18141911427179971},{"text":"May I have your full name, please?","start":30.38,"end":32.64,"sentiment":"neutral","sentiment_score":0.14468161229576385},{"text":"Thank you.","start":35.1,"end":35.739998,"sentiment":"positive","sentiment_score":0.4520254582166672}],"sentiment":"positive","sentiment_score":0.42521447542568913,"num_words":46,"start":21.195,"end":35.739998},{"sentences":[{"text":"Nice to have you on the line, Tanisha.","start":35.739998,"end":37.52,"sentiment":"positive","sentiment_score":0.5533005893230438},{"text":"And may I have your date of birth, please?","start":37.66,"end":40.0,"sentiment":"neutral","sentiment_score":0.2091921733485328},{"text":"Thank you so much.","start":44.465,"end":45.844997,"sentiment":"positive","sentiment_score":0.3971676751971245},{"text":"03/21/2000.","start":46.065,"end":48.085,"sentiment":"neutral","sentiment_score":0.08195598423480988},{"text":"Give me a minute or two.","start":48.465,"end":49.664997,"sentiment":"neutral","sentiment_score":0.08182595794399579}],"sentiment":"neutral","sentiment_score":0.30252559669315815,"num_words":28,"start":35.739998,"end":49.664997},{"sentences":[{"text":"Okay?","start":49.664997,"end":50.144997,"sentiment":"neutral","sentiment_score":0.06826822459697723},{"text":"Just bear with me.","start":50.144997,"end":51.285,"sentiment":"neutral","sentiment_score":0.08127277623862028},{"text":"Thank you so much for patiently waiting on the line, Tanisha.","start":130.275,"end":133.175,"sentiment":"positive","sentiment_score":0.5173275741663846},{"text":"So, yeah, I was able to go over to your account here.","start":133.235,"end":136.455,"sentiment":"positive","sentiment_score":0.39750636617342633},{"text":"I'm showing a, overdue for the month of July and August.","start":136.995,"end":142.375,"sentiment":"neutral","sentiment_score":-0.06086652336472815}],"sentiment":"neutral","sentiment_score":0.2611412123705332,"num_words":39,"start":49.664997,"end":142.375},{"sentences":[{"text":"And, yeah, we can go ahead and set up a payment plan.","start":143.77,"end":147.13,"sentiment":"neutral","sentiment_score":0.16562158800661564},{"text":"Just let us know your situation or how much you can do on a weekly basis, fortnightly, something like that.","start":147.13,"end":155.47,"sentiment":"neutral","sentiment_score":0.06959257638081909},{"text":"Okay.","start":171.03,"end":171.53,"sentiment":"neutral","sentiment_score":-0.010204434394836426},{"text":"$45 will start this week because we need at least a payment for us to be able to justify to our technical team to checking if they could 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arrangement.","start":288.6,"end":293.10498,"sentiment":"neutral","sentiment_score":0.02480158427109321},{"text":"Okay.","start":296.84497,"end":297.34497,"sentiment":"neutral","sentiment_score":0.22151625156402588}],"sentiment":"neutral","sentiment_score":0.030703311234160705,"num_words":27,"start":279.48,"end":297.34497},{"sentences":[{"text":"Thank you.","start":298.84497,"end":299.66498,"sentiment":"positive","sentiment_score":0.4100034683942795},{"text":"So what will gonna happen in a weekly basis, Tanisha, we are going to make an invoice separately.","start":305.1,"end":316.72,"sentiment":"neutral","sentiment_score":0.10820595764865477},{"text":"Like, for example, this Friday, I will make a separate invoice for $45.","start":317.02002,"end":324.535,"sentiment":"neutral","sentiment_score":0.05466138428220382},{"text":"I will indicate this.","start":324.535,"end":325.89502,"sentiment":"neutral","sentiment_score":0.0509840901941061},{"text":"This will be a partial payment to your July, and then same goes with every Friday.","start":325.89502,"end":332.155,"sentiment":"neutral","sentiment_score":0.0861856380943209}],"sentiment":"neutral","sentiment_score":0.0954946932154444,"num_words":53,"start":298.84497,"end":332.155},{"sentences":[{"text":"Because our payment platform is allowing to process a payment with each invoice.","start":332.53,"end":338.55,"sentiment":"neutral","sentiment_score":0.08461411555226032},{"text":"We don't have any option to do it like the invoice is 89, and then we will be doing at a partial.","start":339.09,"end":345.19,"sentiment":"neutral","sentiment_score":0.007181457878852432},{"text":"So I will make a separate invoice for each $45 we're doing, and we will just record it accordingly.","start":345.60498,"end":353.305,"sentiment":"neutral","sentiment_score":0.1063805230354008},{"text":"Anyway, it will be visible to your account as 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has been fully paid.","start":373.315,"end":378.775,"sentiment":"neutral","sentiment_score":0.1918464849392573}],"sentiment":"neutral","sentiment_score":0.15394907373757588,"num_words":42,"start":362.69,"end":378.775},{"sentences":[{"text":"And then moving forward to your August.","start":378.835,"end":381.895,"sentiment":"neutral","sentiment_score":0.18475116150719778},{"text":"K?","start":382.115,"end":382.615,"sentiment":"neutral","sentiment_score":0.16096587479114532},{"text":"Yeah.","start":383.715,"end":383.955,"sentiment":"neutral","sentiment_score":0.24470466375350952},{"text":"Right.","start":383.955,"end":384.275,"sentiment":"positive","sentiment_score":0.36419522762298584},{"text":"Thank you so much.","start":384.275,"end":385.495,"sentiment":"positive","sentiment_score":0.6091086864471436}],"sentiment":"neutral","sentiment_score":0.3213970458933285,"num_words":14,"start":378.835,"end":385.495},{"sentences":[{"text":"Just give me a minute or two.","start":385.63998,"end":387.4,"sentiment":"neutral","sentiment_score":0.3228605772767748},{"text":"I already your card, and then I'll just prepare quickly the 45 amount that we are processing today.","start":387.4,"end":393.8,"sentiment":"neutral","sentiment_score":0.3111635074019432},{"text":"Okay?","start":393.8,"end":394.3,"sentiment":"neutral","sentiment_score":0.1758165955543518},{"text":"One moment.","start":394.6,"end":395.34,"sentiment":"neutral","sentiment_score":0.1874774992465973},{"text":"Thank you.","start":395.72,"end":396.46,"sentiment":"positive","sentiment_score":0.5456609427928925}],"sentiment":"neutral","sentiment_score":0.3167686884601911,"num_words":30,"start":385.63998,"end":396.46},{"sentences":[{"text":"Thank you so much for staying on the line, Tanisha.","start":525.21497,"end":527.395,"sentiment":"positive","sentiment_score":0.690573638677597},{"text":"And are we going to use a Visa or a Mastercard?","start":527.455,"end":530.62,"sentiment":"neutral","sentiment_score":0.13353067162362012},{"text":"Mastercard.","start":532.92,"end":533.42,"sentiment":"neutral","sentiment_score":0.04668886587023735},{"text":"Okay.","start":533.8,"end":534.28,"sentiment":"neutral","sentiment_score":0.1097816526889801},{"text":"Thank you.","start":534.28,"end":535.02,"sentiment":"neutral","sentiment_score":0.22763849049806595}],"sentiment":"positive","sentiment_score":0.3594528509676456,"num_words":25,"start":525.21497,"end":535.02},{"sentences":[{"text":"Mastercard.","start":536.92,"end":537.42,"sentiment":"neutral","sentiment_score":0.08174844086170197},{"text":"Okay.","start":552.315,"end":552.715,"sentiment":"neutral","sentiment_score":0.05033452808856964},{"text":"May I have your card number, please?","start":552.715,"end":555.135,"sentiment":"neutral","sentiment_score":0.032281876408628056},{"text":"Oh, I'm I'm sorry.","start":565.44,"end":567.46,"sentiment":"neutral","sentiment_score":-0.07638217741623521},{"text":"I lost the page.","start":568.495,"end":569.71497,"sentiment":"neutral","sentiment_score":-0.2684222422540188}],"sentiment":"neutral","sentiment_score":-0.06006832793354988,"num_words":17,"start":536.92,"end":569.71497},{"sentences":[{"text":"5217.","start":570.01495,"end":571.475,"sentiment":"neutral","sentiment_score":-0.04503132402896881},{"text":"Mhmm.","start":574.735,"end":575.235,"sentiment":"neutral","sentiment_score":-0.00337046361528337},{"text":"Thank you so much.","start":581.89,"end":583.19,"sentiment":"neutral","sentiment_score":0.32077403366565704},{"text":"And the name as it appears on your card, please?","start":584.37,"end":587.67,"sentiment":"neutral","sentiment_score":0.06877374425530433},{"text":"Yeah.","start":591.81,"end":592.05,"sentiment":"neutral","sentiment_score":0.04216602444648743}],"sentiment":"neutral","sentiment_score":0.11556457729517099,"num_words":17,"start":570.01495,"end":592.05},{"sentences":[{"text":"It's the same as your Airtel accounts.","start":592.05,"end":594.14996,"sentiment":"neutral","sentiment_score":0.058917327118771415},{"text":"Tanisha okay.","start":594.77,"end":596.20996,"sentiment":"neutral","sentiment_score":0.09514554962515831},{"text":"Perfect.","start":596.20996,"end":596.70996,"sentiment":"neutral","sentiment_score":0.25644874572753906},{"text":"Let me put here.","start":597.515,"end":598.895,"sentiment":"neutral","sentiment_score":0.1240710373967886},{"text":"And card expiration date, please?","start":599.435,"end":601.775,"sentiment":"neutral","sentiment_score":0.041161736100912096}],"sentiment":"neutral","sentiment_score":0.08217126131057739,"num_words":19,"start":592.05,"end":601.775},{"sentences":[{"text":"01/29.","start":605.515,"end":607.455,"sentiment":"neutral","sentiment_score":0.014994865283370018},{"text":"02/09.","start":608.395,"end":609.135,"sentiment":"neutral","sentiment_score":0.016537856310606003},{"text":"Okay.","start":609.195,"end":609.695,"sentiment":"neutral","sentiment_score":0.02576526254415512},{"text":"And the security code, please?","start":616.19,"end":618.13,"sentiment":"neutral","sentiment_score":0.02147529982030392},{"text":"550.","start":620.91,"end":622.29,"sentiment":"neutral","sentiment_score":0.031060602515935894}],"sentiment":"neutral","sentiment_score":0.021748342861731846,"num_words":9,"start":605.515,"end":622.29},{"sentences":[{"text":"Thank you.","start":623.325,"end":624.145,"sentiment":"neutral","sentiment_score":0.1884509027004242},{"text":"$45.","start":625.96497,"end":627.345,"sentiment":"neutral","sentiment_score":0.11452849209308624},{"text":"Okay.","start":638.08,"end":638.48,"sentiment":"neutral","sentiment_score":0.12043628096580504},{"text":"So you will be receiving, like, a notification from your phone number, a text.","start":638.48,"end":646.4,"sentiment":"neutral","sentiment_score":0.12908785045146942},{"text":"You have to provide the code to authorize your payment of $45 today.","start":646.4,"end":652.605,"sentiment":"neutral","sentiment_score":0.09090025837604816}],"sentiment":"neutral","sentiment_score":0.11615483366673993,"num_words":31,"start":623.325,"end":652.605},{"sentences":[{"text":"Okay.","start":672.87,"end":673.37,"sentiment":"neutral","sentiment_score":0.2799531817436218},{"text":"Perfect.","start":673.43,"end":673.91,"sentiment":"positive","sentiment_score":0.4786017537117005},{"text":"So the $45 has been successfully processed as your partial payment for the overdue July invoice.","start":673.91,"end":681.795,"sentiment":"positive","sentiment_score":0.45215590484440327},{"text":"And, Tanisha, I will go ahead and justify this to our technical rep to reinstate the account to support you further.","start":682.415,"end":691.71497,"sentiment":"neutral","sentiment_score":0.2837839374939601},{"text":"And then also, the payment method, this has been set up to your account.","start":692.12,"end":697.42,"sentiment":"neutral","sentiment_score":0.20077180223805563}],"sentiment":"neutral","sentiment_score":0.31628900625795686,"num_words":53,"start":672.87,"end":697.42},{"sentences":[{"text":"So every Friday, please ensure the $45 in your, Mastercard so we could avoid any, delays, and we could adhere with the payment plan we set up for your account.","start":697.56,"end":709.125,"sentiment":"neutral","sentiment_score":0.16885580569505693},{"text":"Okay?","start":709.125,"end":709.625,"sentiment":"neutral","sentiment_score":0.08472629636526108},{"text":"Alright.","start":711.205,"end":711.705,"sentiment":"neutral","sentiment_score":0.22016803920269012},{"text":"Thank you so much.","start":711.765,"end":712.805,"sentiment":"positive","sentiment_score":0.4454857409000397},{"text":"So you will receive an email that your service has been reinstated once it's confirmed.","start":712.805,"end":719.46497,"sentiment":"neutral","sentiment_score":0.2805369546016057}],"sentiment":"neutral","sentiment_score":0.22275619194203733,"num_words":51,"start":697.56,"end":719.46497},{"sentences":[{"text":"And, also, you will receive an email in reference to our payment arrangement.","start":719.845,"end":725.38995,"sentiment":"neutral","sentiment_score":0.162586876979241},{"text":"I'll put the date.","start":725.52997,"end":726.82996,"sentiment":"neutral","sentiment_score":0.09782446920871735},{"text":"Alright?","start":727.20996,"end":727.70996,"sentiment":"neutral","sentiment_score":0.095820352435112},{"text":"Alright.","start":728.56995,"end":729.06995,"sentiment":"neutral","sentiment_score":0.2308235615491867},{"text":"Thank you, Tanisha.","start":729.20996,"end":730.18994,"sentiment":"positive","sentiment_score":0.40496384104092914}],"sentiment":"neutral","sentiment_score":0.18393012339418585,"num_words":22,"start":719.845,"end":730.18994},{"sentences":[{"text":"And if you need any assistance, just call us.","start":730.41,"end":732.88995,"sentiment":"neutral","sentiment_score":0.18584083020687103},{"text":"Okay?","start":732.88995,"end":733.38995,"sentiment":"neutral","sentiment_score":0.14066192507743835},{"text":"Thank you.","start":734.56995,"end":735.38995,"sentiment":"positive","sentiment_score":0.37708236277103424},{"text":"Thank you.","start":735.68994,"end":736.32996,"sentiment":"positive","sentiment_score":0.33390475809574127},{"text":"Cheers, and be safe.","start":736.32996,"end":737.52997,"sentiment":"positive","sentiment_score":0.34523892402648926}],"sentiment":"neutral","sentiment_score":0.2564532963765992,"num_words":18,"start":730.41,"end":737.52997},{"sentences":[{"text":"Bye bye.","start":737.52997,"end":738.03894,"sentiment":"neutral","sentiment_score":0.03519909828901291}],"sentiment":"neutral","sentiment_score":0.03519909828901291,"num_words":2,"start":737.52997,"end":738.03894}]}}]},{"alternatives":[{"transcript":"Hi. My service has been suspended due to an like, the invoice being overdue. I was just wondering if I can talk to someone in regards to a payment plan so my service can be unsuspended. Tanisha DeGeneva. 03/21/2000. Yep. Yep. Yep. Yep. I can do, like because what is it? It's $90 a month. So I can do 45 a week to catch up. Yeah. I can I can do I can do 45, like, today? Yep. Yeah. That'd be great. Yep. Yep. Yep. Yeah. Might might as well. Yeah. Might as well just continue it. You can put my card. Yep. Yes. Yep. Yes. Easy. Yeah. Easy. Yep. Mastercard. Yep. 52172930250 9. Oh, yep. 2930 25099747. The name that's on my card. Yeah? Yeah. Yeah. 01/29. 550. Okay. Oh, yes. Got it. Yes. Alright. No worries. Alright. No worries. Thank you. Good for you. Alright. Easy. Thanks. Bye. Bye. Me moving on. 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My service has been suspended due to an like, the invoice being overdue. I was just wondering if I can talk to someone in regards to a payment plan so my service can be unsuspended. Tanisha DeGeneva. 03/21/2000.\n\nYep. Yep. Yep. Yep. I can do, like because what is it?\n\nIt's $90 a month. So I can do 45 a week to catch up. Yeah. I can I can do I can do 45, like, today? Yep.\n\nYeah. That'd be great. Yep. Yep. Yep.\n\nYeah. Might might as well. Yeah. Might as well just continue it. You can put my card.\n\nYep. Yes. Yep. Yes. Easy.\n\nYeah. Easy. Yep. Mastercard. Yep.\n\n52172930250 9. Oh, yep. 2930 25099747. The name that's on my card. Yeah?\n\nYeah. Yeah. 01/29. 550. Okay.\n\nOh, yes. Got it. Yes. Alright. No worries.\n\nAlright. No worries. Thank you. Good for you. Alright.\n\nEasy. Thanks. Bye. Bye. 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9.","start":556.25,"end":566.225,"sentiment":"neutral","sentiment_score":-0.008742806152440608},{"text":"Oh, yep.","start":566.765,"end":572.385,"sentiment":"neutral","sentiment_score":-0.06496276101097465},{"text":"2930 25099747.","start":572.52496,"end":580.75,"sentiment":"neutral","sentiment_score":-0.00020833860617130995},{"text":"The name that's on my 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you.","start":728.27997,"end":729.1,"sentiment":"neutral","sentiment_score":0.21419747173786163},{"text":"Good for you.","start":729.95996,"end":730.86,"sentiment":"positive","sentiment_score":0.5341891348361969},{"text":"Alright.","start":733.56,"end":734.04,"sentiment":"neutral","sentiment_score":0.16496828198432922}],"sentiment":"neutral","sentiment_score":0.2789148795935843,"num_words":9,"start":727.31995,"end":734.04},{"sentences":[{"text":"Easy.","start":734.04,"end":734.44,"sentiment":"neutral","sentiment_score":0.2379458248615265},{"text":"Thanks.","start":734.44,"end":734.94,"sentiment":"neutral","sentiment_score":0.3178344964981079},{"text":"Bye.","start":735.9089,"end":736.4089,"sentiment":"neutral","sentiment_score":0.3269999027252197},{"text":"Bye.","start":738.2289,"end":738.7289,"sentiment":"neutral","sentiment_score":0.06911495327949524},{"text":"Me moving on.","start":740.14886,"end":741.0488,"sentiment":"neutral","sentiment_score":0.12718853851159415}],"sentiment":"neutral","sentiment_score":0.19049439898559026,"num_words":7,"start":734.04,"end":741.0488},{"sentences":[{"text":"Not so","start":741.50885,"end":742.10394,"sentiment":"neutral","sentiment_score":-0.2964950427412987}],"sentiment":"neutral","sentiment_score":-0.2964950427412987,"num_words":2,"start":741.50885,"end":742.10394}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. This is Airtel accounts. How may I help you today?\n\nChannel 1: Hi. My service has been suspended due to an like, the invoice being overdue. I was just wondering if I can talk to someone in regards to a payment plan so my service can be unsuspended.\n\nChannel 0: Oh, sure. We'll be more than happy to assist you today, and thank you so much for your call. We will go ahead and start this out. I'll just need to pull out your account and do some verification. May I have your full name, please?\n\nChannel 1: Tanisha DeGeneva.\n\nChannel 0: Thank you. Nice to have you on the line, Tanisha. And may I have your date of birth, please?\n\nChannel 1: 03/21/2000.\n\nChannel 0: Thank you so much. 03/21/2000. Give\n\nChannel 1: Yep.\n\nChannel 0: me a minute or two. Okay? Just bear\n\nChannel 1: Yep.\n\nChannel 0: with me. Thank you so much for patiently waiting on the line, Tanisha. So, yeah, I was able to go over to your account here.\n\nChannel 1: Yep.\n\nChannel 0: I'm showing a, overdue for the month of July and August.\n\nChannel 1: Yep.\n\nChannel 0: And, yeah, we can go ahead and set up a payment plan. Just let us know your situation or how much you can do on a weekly basis, fortnightly, something like that.\n\nChannel 1: I can do, like because what is it? It's $90 a month. So I can do 45 a week to catch up.\n\nChannel 0: Okay. $45 will start this week because we need at least a payment for us to be able to justify to our technical team to checking if they could reinstate the account.\n\nChannel 1: Yeah.\n\nChannel 0: How much\n\nChannel 1: I can I can do I can do 45, like, today?\n\nChannel 0: Today is $45.\n\nChannel 1: Yep.\n\nChannel 0: Okay? And then on a weekly basis, so you will be doing it every Friday until you catch up your overdue?\n\nChannel 1: Yeah. That'd be great.\n\nChannel 0: Okay. Every Friday. Okay. So here's what I'm going to do, Tanisha.\n\nChannel 1: Yep.\n\nChannel 0: After we set this up, you will also receive an email. Alright? In that way, we can, ensure that the payment plan we set up will be adhered because we\n\nChannel 1: Yep.\n\nChannel 0: isn't it your invoice? The service is recurring, so it's a subscription. So invoice is also recurring, like, for next month. There is another invoice, reason why we are wanting to help you to catch up with this amount that left behind.\n\nChannel 1: Yep.\n\nChannel 0: Right? So for example, we're doing this $45 weekly. Is this continuous including your September, or we're just doing\n\nChannel 1: Yeah.\n\nChannel 0: it for\n\nChannel 1: Might\n\nChannel 0: for these\n\nChannel 1: might\n\nChannel 0: two\n\nChannel 1: as\n\nChannel 0: months?\n\nChannel 1: well. Yeah. Might as well just continue it.\n\nChannel 0: Alright. $45. And are you going to use your card or your bank account? We have to put the payment method we're using for this arrangement.\n\nChannel 1: You can put my card.\n\nChannel 0: Okay. Thank you. So what will gonna happen in a weekly basis, Tanisha,\n\nChannel 1: Yep.\n\nChannel 0: we are going to make an invoice separately. Like, for example, this Friday, I will make a separate invoice for $45. I will indicate this. This will be a partial payment to your July, and\n\nChannel 1: Yes.\n\nChannel 0: then same goes with every Friday. Because our payment platform is allowing to process a payment with each invoice. We don't have any option to do it like the invoice is 89, and then we will be doing at a partial. So I will make a separate invoice for each $45 we're doing, and we will just record it accordingly. Anyway, it will be visible to your account as well.\n\nSo, like, for example, this week, this Friday, we will be processing 45. Right? So it\n\nChannel 1: Yep.\n\nChannel 0: means to say, you already made a half partial payment to your July. So next Friday, we'll make another $45 invoice. We'll process it. Once it went through, it means to say your July invoice has been fully paid. And then\n\nChannel 1: Yes.\n\nChannel 0: moving forward to your August. K?\n\nChannel 1: Easy. Yeah.\n\nChannel 0: Yeah. Right. Thank you so much. Just give me a minute or two. I already your card, and then I'll just prepare quickly the 45 amount that we are processing today.\n\nOkay? One\n\nChannel 1: Easy.\n\nChannel 0: moment. Thank you. Thank you so much for staying on the line, Tanisha. And are we going to use a Visa or a Mastercard?\n\nChannel 1: Yep. Mastercard.\n\nChannel 0: Mastercard. Okay. Thank you. Mastercard. Okay.\n\nMay I have your card number, please?\n\nChannel 1: Yep. 52172930250\n\nChannel 0: Oh, I'm\n\nChannel 1: 9.\n\nChannel 0: I'm\n\nChannel 1: Oh,\n\nChannel 0: sorry. I lost the page. 5217.\n\nChannel 1: yep. 2930\n\nChannel 0: Mhmm.\n\nChannel 1: 25099747.\n\nChannel 0: Thank you so much. And the name as it appears on your card, please?\n\nChannel 1: The name that's on my card. Yeah?\n\nChannel 0: Yeah. It's the same as your Airtel accounts.\n\nChannel 1: Yeah.\n\nChannel 0: Tanisha okay.\n\nChannel 1: Yeah.\n\nChannel 0: Perfect. Let me put here. And card expiration date, please?\n\nChannel 1: 01/29.\n\nChannel 0: 01/29. 02/09. Okay. And the security code, please?\n\nChannel 1: 550.\n\nChannel 0: 550. Thank you. $45. Okay. So you will be receiving, like, a notification from your phone number, a text.\n\nYou have to provide the code to authorize your payment of\n\nChannel 1: Okay.\n\nChannel 0: $45 today.\n\nChannel 1: Oh, yes. Got it.\n\nChannel 0: Okay. Perfect. So the $45 has been successfully processed as your partial payment for the overdue July invoice. And, Tanisha, I will go ahead and justify this to our technical rep to reinstate the account to support you further. And then also, the payment method, this has been set up to your account.\n\nSo\n\nChannel 1: Yes.\n\nChannel 0: every Friday, please ensure the $45 in your, Mastercard so we could avoid any, delays, and we could adhere with the payment plan we set up for your account. Okay?\n\nChannel 1: Alright. No worries.\n\nChannel 0: Alright. Thank you so much. So you will receive an email that your service has been reinstated once it's confirmed. And, also, you will receive an email in reference to our payment arrangement. I'll put the date.\n\nAlright?\n\nChannel 1: Alright. No worries. Thank\n\nChannel 0: Alright.\n\nChannel 1: you.\n\nChannel 0: Thank you, Tanisha.\n\nChannel 1: Good for you.\n\nChannel 0: And if you need any assistance, just call us. Okay?\n\nChannel 1: Alright. Easy. Thanks.\n\nChannel 0: Thank you. Thank\n\nChannel 1: Bye.\n\nChannel 0: you. Cheers, and be safe. Bye bye.\n\nChannel 1: Bye. Me moving on. Not so","paragraphs":[{"sentences":[{"text":"Hi.","start":1.04,"end":1.28,"sentiment":"neutral","sentiment_score":0.20829427242279053},{"text":"Good afternoon.","start":1.28,"end":2.0,"sentiment":"positive","sentiment_score":0.3784559369087219},{"text":"This is Airtel accounts.","start":2.0,"end":3.28,"sentiment":"neutral","sentiment_score":0.3033711016178131},{"text":"How may I help you today?","start":3.28,"end":4.58,"sentiment":"positive","sentiment_score":0.357054740190506}],"sentiment":"neutral","sentiment_score":0.3323860764503479,"channel":0,"num_words":13,"start":1.04,"end":4.58},{"sentences":[{"text":"Hi.","start":4.88,"end":5.38,"sentiment":"neutral","sentiment_score":-0.05634196847677231},{"text":"My service has been suspended due to an like, the invoice being overdue.","start":5.52,"end":11.7,"sentiment":"neutral","sentiment_score":-0.26246610856973207},{"text":"I was just wondering if I can talk to someone in regards to a payment plan so my service can be 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please?","start":30.38,"end":32.64,"sentiment":"neutral","sentiment_score":0.14468161229576385}],"sentiment":"positive","sentiment_score":0.4159825206126856,"channel":0,"num_words":46,"start":20.715,"end":32.64},{"sentences":[{"text":"Tanisha DeGeneva.","start":33.32,"end":34.38,"sentiment":"neutral","sentiment_score":0.0721135064959526}],"sentiment":"neutral","sentiment_score":0.0721135064959526,"channel":1,"num_words":2,"start":33.32,"end":34.38},{"sentences":[{"text":"Thank you.","start":35.1,"end":35.739998,"sentiment":"positive","sentiment_score":0.4520254582166672},{"text":"Nice to have you on the line, Tanisha.","start":35.739998,"end":37.52,"sentiment":"positive","sentiment_score":0.5533005893230438},{"text":"And may I have your date of birth, 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here.","start":133.235,"end":136.455,"sentiment":"positive","sentiment_score":0.39750636617342633}],"sentiment":"positive","sentiment_score":0.42594334185123445,"channel":0,"num_words":25,"start":50.625,"end":136.455},{"sentences":[{"text":"Yep.","start":136.97,"end":137.47,"sentiment":"neutral","sentiment_score":0.0685620829463005}],"sentiment":"neutral","sentiment_score":0.0685620829463005,"channel":1,"num_words":1,"start":136.97,"end":137.47},{"sentences":[{"text":"I'm showing a, overdue for the month of July and August.","start":136.995,"end":142.375,"sentiment":"neutral","sentiment_score":-0.06086652336472815}],"sentiment":"neutral","sentiment_score":-0.06086652336472815,"channel":0,"num_words":11,"start":136.995,"end":142.375},{"sentences":[{"text":"Yep.","start":142.97,"end":143.47,"sentiment":"neutral","sentiment_score":0.080293208360672}],"sentiment":"neutral","sentiment_score":0.080293208360672,"channel":1,"num_words":1,"start":142.97,"end":143.47},{"sentences":[{"text":"And, yeah, we can go ahead and set up a payment plan.","start":143.77,"end":147.13,"sentiment":"neutral","sentiment_score":0.16562158800661564},{"text":"Just let us know your situation or how much you can do on a weekly basis, fortnightly, something like that.","start":147.13,"end":155.47,"sentiment":"neutral","sentiment_score":0.06959257638081909}],"sentiment":"neutral","sentiment_score":0.10560345574049279,"channel":0,"num_words":32,"start":143.77,"end":155.47},{"sentences":[{"text":"I can do, like because what is it?","start":156.535,"end":160.615,"sentiment":"neutral","sentiment_score":0.0038569243624806404},{"text":"It's $90 a month.","start":160.615,"end":162.875,"sentiment":"neutral","sentiment_score":-0.02749684127047658},{"text":"So I can do 45 a week to catch 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Tanisha,","start":305.1,"end":310.96,"sentiment":"neutral","sentiment_score":0.15969185382127762}],"sentiment":"neutral","sentiment_score":0.20295705588964316,"channel":0,"num_words":13,"start":296.84497,"end":310.96},{"sentences":[{"text":"Yep.","start":311.63998,"end":312.13998,"sentiment":"neutral","sentiment_score":0.10715602338314056}],"sentiment":"neutral","sentiment_score":0.10715602338314056,"channel":1,"num_words":1,"start":311.63998,"end":312.13998},{"sentences":[{"text":"we are going to make an invoice separately.","start":312.14,"end":316.72,"sentiment":"neutral","sentiment_score":0.04384858743287623},{"text":"Like, for example, this Friday, I will make a separate invoice for $45.","start":317.02002,"end":324.535,"sentiment":"neutral","sentiment_score":0.05466138428220382},{"text":"I will indicate this.","start":324.535,"end":325.89502,"sentiment":"neutral","sentiment_score":0.0509840901941061},{"text":"This will be a partial payment to your July, 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text.","start":638.48,"end":646.4,"sentiment":"neutral","sentiment_score":0.12908785045146942}],"sentiment":"neutral","sentiment_score":0.1289556361734867,"channel":0,"num_words":19,"start":620.91,"end":646.4},{"sentences":[{"text":"You have to provide the code to authorize your payment of","start":646.4,"end":651.065,"sentiment":"neutral","sentiment_score":0.09350608966567299}],"sentiment":"neutral","sentiment_score":0.09350608966567299,"channel":0,"num_words":11,"start":646.4,"end":651.065},{"sentences":[{"text":"Okay.","start":651.005,"end":651.505,"sentiment":"neutral","sentiment_score":0.07491109520196915}],"sentiment":"neutral","sentiment_score":0.07491109520196915,"channel":1,"num_words":1,"start":651.005,"end":651.505},{"sentences":[{"text":"$45 today.","start":651.065,"end":652.605,"sentiment":"neutral","sentiment_score":0.07656818628311157}],"sentiment":"neutral","sentiment_score":0.07656818628311157,"channel":0,"num_words":2,"start":651.065,"end":652.605},{"sentences":[{"text":"Oh, yes.","start":659.40497,"end":660.045,"sentiment":"neutral","sentiment_score":0.14654520899057388},{"text":"Got it.","start":660.045,"end":660.785,"sentiment":"neutral","sentiment_score":0.17370425909757614}],"sentiment":"neutral","sentiment_score":0.160124734044075,"channel":1,"num_words":4,"start":659.40497,"end":660.785},{"sentences":[{"text":"Okay.","start":672.87,"end":673.37,"sentiment":"neutral","sentiment_score":0.2799531817436218},{"text":"Perfect.","start":673.43,"end":673.91,"sentiment":"positive","sentiment_score":0.4786017537117005},{"text":"So the $45 has been successfully processed as your partial payment for the overdue July invoice.","start":673.91,"end":681.795,"sentiment":"positive","sentiment_score":0.45215590484440327},{"text":"And, Tanisha, I will go ahead and justify this to our technical rep to reinstate the account to support you further.","start":682.415,"end":691.71497,"sentiment":"neutral","sentiment_score":0.2837839374939601},{"text":"And then also, the payment method, this has been set up to your account.","start":692.12,"end":697.42,"sentiment":"neutral","sentiment_score":0.20077180223805563}],"sentiment":"neutral","sentiment_score":0.31628900625795686,"channel":0,"num_words":53,"start":672.87,"end":697.42},{"sentences":[{"text":"So","start":697.56,"end":698.06,"sentiment":"neutral","sentiment_score":0.18496496975421903}],"sentiment":"neutral","sentiment_score":0.18496496975421903,"channel":0,"num_words":1,"start":697.56,"end":698.06},{"sentences":[{"text":"Yes.","start":698.18,"end":698.68,"sentiment":"neutral","sentiment_score":0.1971738338470459}],"sentiment":"neutral","sentiment_score":0.1971738338470459,"channel":1,"num_words":1,"start":698.18,"end":698.68},{"sentences":[{"text":"every Friday, please ensure the $45 in your, Mastercard so we could avoid any, delays, and we could adhere with the payment plan we set up for your account.","start":698.19995,"end":709.125,"sentiment":"neutral","sentiment_score":0.16830031727922373},{"text":"Okay?","start":709.125,"end":709.625,"sentiment":"neutral","sentiment_score":0.08472629636526108}],"sentiment":"neutral","sentiment_score":0.16551451658209165,"channel":0,"num_words":30,"start":698.19995,"end":709.625},{"sentences":[{"text":"Alright.","start":709.78503,"end":710.265,"sentiment":"neutral","sentiment_score":0.1055878847837448},{"text":"No worries.","start":710.265,"end":710.92505,"sentiment":"neutral","sentiment_score":0.12134008482098577}],"sentiment":"neutral","sentiment_score":0.11608935147523879,"channel":1,"num_words":3,"start":709.78503,"end":710.92505},{"sentences":[{"text":"Alright.","start":711.205,"end":711.705,"sentiment":"neutral","sentiment_score":0.22016803920269012},{"text":"Thank you so much.","start":711.765,"end":712.805,"sentiment":"positive","sentiment_score":0.4454857409000397},{"text":"So you will receive an email that your service has been reinstated once it's confirmed.","start":712.805,"end":719.46497,"sentiment":"neutral","sentiment_score":0.2805369546016057},{"text":"And, also, you will receive an email in reference to our payment arrangement.","start":719.845,"end":725.38995,"sentiment":"neutral","sentiment_score":0.162586876979241},{"text":"I'll put the date.","start":725.52997,"end":726.82996,"sentiment":"neutral","sentiment_score":0.09782446920871735}],"sentiment":"neutral","sentiment_score":0.2355430432268091,"channel":0,"num_words":37,"start":711.205,"end":726.82996},{"sentences":[{"text":"Alright?","start":727.20996,"end":727.70996,"sentiment":"neutral","sentiment_score":0.095820352435112}],"sentiment":"neutral","sentiment_score":0.095820352435112,"channel":0,"num_words":1,"start":727.20996,"end":727.70996},{"sentences":[{"text":"Alright.","start":727.31995,"end":727.56,"sentiment":"neutral","sentiment_score":0.09495291113853456},{"text":"No worries.","start":727.56,"end":728.22,"sentiment":"neutral","sentiment_score":0.10967518761754036},{"text":"Thank","start":728.27997,"end":728.6,"sentiment":"neutral","sentiment_score":0.17854106426239014}],"sentiment":"neutral","sentiment_score":0.12321108765900135,"channel":1,"num_words":4,"start":727.31995,"end":728.6},{"sentences":[{"text":"Alright.","start":728.56995,"end":729.06995,"sentiment":"neutral","sentiment_score":0.2308235615491867}],"sentiment":"neutral","sentiment_score":0.2308235615491867,"channel":0,"num_words":1,"start":728.56995,"end":729.06995},{"sentences":[{"text":"you.","start":728.6,"end":729.1,"sentiment":"neutral","sentiment_score":0.24985387921333313}],"sentiment":"neutral","sentiment_score":0.24985387921333313,"channel":1,"num_words":1,"start":728.6,"end":729.1},{"sentences":[{"text":"Thank you, Tanisha.","start":729.20996,"end":730.18994,"sentiment":"positive","sentiment_score":0.40496384104092914}],"sentiment":"positive","sentiment_score":0.40496384104092914,"channel":0,"num_words":3,"start":729.20996,"end":730.18994},{"sentences":[{"text":"Good for you.","start":729.95996,"end":730.86,"sentiment":"positive","sentiment_score":0.5341891348361969}],"sentiment":"positive","sentiment_score":0.5341891348361969,"channel":1,"num_words":3,"start":729.95996,"end":730.86},{"sentences":[{"text":"And if you need any assistance, just call us.","start":730.41,"end":732.88995,"sentiment":"neutral","sentiment_score":0.18584083020687103},{"text":"Okay?","start":732.88995,"end":733.38995,"sentiment":"neutral","sentiment_score":0.14066192507743835}],"sentiment":"neutral","sentiment_score":0.18132293969392776,"channel":0,"num_words":10,"start":730.41,"end":733.38995},{"sentences":[{"text":"Alright.","start":733.56,"end":734.04,"sentiment":"neutral","sentiment_score":0.16496828198432922},{"text":"Easy.","start":734.04,"end":734.44,"sentiment":"neutral","sentiment_score":0.2379458248615265},{"text":"Thanks.","start":734.44,"end":734.94,"sentiment":"neutral","sentiment_score":0.3178344964981079}],"sentiment":"neutral","sentiment_score":0.24024953444798788,"channel":1,"num_words":3,"start":733.56,"end":734.94},{"sentences":[{"text":"Thank you.","start":734.56995,"end":735.38995,"sentiment":"positive","sentiment_score":0.37708236277103424},{"text":"Thank","start":735.68994,"end":735.93,"sentiment":"positive","sentiment_score":0.3363906145095825}],"sentiment":"positive","sentiment_score":0.36351844668388367,"channel":0,"num_words":3,"start":734.56995,"end":735.93},{"sentences":[{"text":"Bye.","start":735.9089,"end":736.4089,"sentiment":"neutral","sentiment_score":0.3269999027252197}],"sentiment":"neutral","sentiment_score":0.3269999027252197,"channel":1,"num_words":1,"start":735.9089,"end":736.4089},{"sentences":[{"text":"you.","start":735.93,"end":736.32996,"sentiment":"neutral","sentiment_score":0.3314189016819},{"text":"Cheers, and be safe.","start":736.32996,"end":737.52997,"sentiment":"positive","sentiment_score":0.34523892402648926},{"text":"Bye bye.","start":737.52997,"end":738.03894,"sentiment":"neutral","sentiment_score":0.03519909828901291}],"sentiment":"neutral","sentiment_score":0.2546818277665547,"channel":0,"num_words":7,"start":735.93,"end":738.03894},{"sentences":[{"text":"Bye.","start":738.2289,"end":738.7289,"sentiment":"neutral","sentiment_score":0.06911495327949524},{"text":"Me moving on.","start":740.14886,"end":741.0488,"sentiment":"neutral","sentiment_score":0.12718853851159415},{"text":"Not so","start":741.50885,"end":742.10394,"sentiment":"neutral","sentiment_score":-0.2964950427412987}],"sentiment":"neutral","sentiment_score":-0.023718252778053284,"channel":1,"num_words":6,"start":738.2289,"end":742.10394}]},"summary":{"result":"success","short":"The customer's service is suspended due to an overdue invoice, and the agent offers to assist with a payment plan to reinstate the service. The agent verifies the customer's information and sets up a payment plan for the customer, including a partial payment and a payment for the remaining months. The customer is instructed to provide a code to authorize the payment and the payment will be made on a regular basis. The customer will receive an email once the payment is confirmed and the payment arrangement will be addressed."},"intents":{"segments":[{"text":"My service has been suspended due to an like, the invoice being overdue. I was just wondering if I can talk to someone in regards to a payment plan so my service can be unsuspended. Oh, sure.","start_word":14,"end_word":50,"intents":[{"intent":"Request payment plan","confidence_score":0.3724004}]},{"text":"In that way, we can, ensure that the payment plan we set up will be adhered because we Yep.","start_word":326,"end_word":344,"intents":[{"intent":"Automate payment plan","confidence_score":0.00241846}]},{"text":"And if you need any assistance, just call us. Okay? Alright. Easy.","start_word":960,"end_word":971,"intents":[{"intent":"Request customer assistance","confidence_score":0.0003921767}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.20829427242279053},{"text":"Good afternoon.","start_word":1,"end_word":2,"sentiment":"positive","sentiment_score":0.361661434173584},{"text":"This is Airtel accounts.","start_word":3,"end_word":6,"sentiment":"neutral","sentiment_score":0.3125930726528168},{"text":"How may I help you today?","start_word":7,"end_word":12,"sentiment":"positive","sentiment_score":0.34827831387519836},{"text":"Hi. My service has been suspended due to an like, the invoice being overdue. I was just wondering if I can talk to someone in regards to a payment plan so my service can be unsuspended. Oh, sure.","start_word":13,"end_word":50,"sentiment":"neutral","sentiment_score":-0.16497133672237396},{"text":"We'll be more than happy to assist you today, and thank you so much for your call.","start_word":51,"end_word":67,"sentiment":"positive","sentiment_score":0.7243624925613403},{"text":"We will go ahead and start this out. I'll just need to pull out your account and do some verification. May I have your full name, please? Tanisha DeGeneva.","start_word":68,"end_word":96,"sentiment":"neutral","sentiment_score":0.18735899031162265},{"text":"Thank you. Nice to have you on the line, Tanisha.","start_word":97,"end_word":106,"sentiment":"positive","sentiment_score":0.5218675136566162},{"text":"And may I have your date of birth, please? 03/21/2000.","start_word":107,"end_word":116,"sentiment":"neutral","sentiment_score":0.16572830080986023},{"text":"Thank you so much.","start_word":117,"end_word":120,"sentiment":"positive","sentiment_score":0.40109822154045105},{"text":"03/21/2000. Give Yep. me a minute or two. Okay? Just bear Yep. with me.","start_word":121,"end_word":134,"sentiment":"neutral","sentiment_score":0.08172991126775742},{"text":"Thank you so much for patiently waiting on the line, Tanisha. So, yeah, I was able to go over to your account here.","start_word":135,"end_word":157,"sentiment":"positive","sentiment_score":0.4565097689628601},{"text":"Yep. I'm showing a, overdue for the month of July and August. Yep. And, yeah, we can go ahead and set up a payment plan. Just let us know your situation or how much you can do on a weekly basis, fortnightly, something like that. I can do, like because what is it? It's $90 a month. So I can do 45 a week to catch up. Okay. $45 will start this week because we need at least a payment for us to be able to justify to our technical team to checking if they could reinstate the account. Yeah. How much I can I can do I can do 45, like, today? Today is $45. Okay? Yep. And then on a weekly basis, so you will be doing it every Friday until you catch up your overdue? Yeah.","start_word":158,"end_word":296,"sentiment":"neutral","sentiment_score":0.02770751528441906},{"text":"That'd be great.","start_word":297,"end_word":299,"sentiment":"positive","sentiment_score":0.3818279206752777},{"text":"Okay. Every Friday. Okay. So here's what I'm going to do, Tanisha. Yep. After we set this up, you will also receive an email. Alright? In that way, we can, ensure that the payment plan we set up will be adhered because we Yep. isn't it your invoice? The service is recurring, so it's a subscription. So invoice is also recurring, like, for next month. There is another invoice, reason why we are wanting to help you to catch up with this amount that left behind. Yep. Right? So for example, we're doing this $45 weekly. Is this continuous including your September, or we're just doing Yeah. it for Might for these might two as months? well. Yeah. Might as well just continue it. Alright. $45. And are you going to use your card or your bank account? We have to put the payment method we're using for this arrangement. You can put my card. Okay.","start_word":300,"end_word":455,"sentiment":"neutral","sentiment_score":0.03343925231064741},{"text":"Thank you.","start_word":456,"end_word":457,"sentiment":"positive","sentiment_score":0.39591532945632935},{"text":"So what will gonna happen in a weekly basis, Tanisha, Yep. we are going to make an invoice separately. Like, for example, this Friday, I will make a separate invoice for $45. I will indicate this. This will be a partial payment to your July, and Yes. then same goes with every Friday. Because our payment platform is allowing to process a payment with each invoice. We don't have any option to do it like the invoice is 89, and then we will be doing at a partial. So I will make a separate invoice for each $45 we're doing, and we will just record it accordingly. Anyway, it will be visible to your account as well. So, like, for example, this week, this Friday, we will be processing 45. Right? So it Yep. means to say, you already made a half partial payment to your July. So next Friday, we'll make another $45 invoice. We'll process it. Once it went through, it means to say your July invoice has been fully paid. And then Yes. moving forward to your August. K? Easy. Yeah. Yeah.","start_word":458,"end_word":642,"sentiment":"neutral","sentiment_score":0.1110997423529625},{"text":"Right. Thank you so much.","start_word":643,"end_word":647,"sentiment":"positive","sentiment_score":0.5363379716873169},{"text":"Just give me a minute or two. I already your card, and then I'll just prepare quickly the 45 amount that we are processing today. Okay? One Easy. moment.","start_word":648,"end_word":676,"sentiment":"neutral","sentiment_score":0.2863972783088684},{"text":"Thank you. Thank you so much for staying on the line, Tanisha.","start_word":677,"end_word":688,"sentiment":"positive","sentiment_score":0.6748261451721191},{"text":"And are we going to use a Visa or a Mastercard? Yep. Mastercard. Mastercard. Okay. Thank you. Mastercard. Okay. May I have your card number, please? Yep. 52172930250 Oh, I'm 9. I'm Oh, sorry. I lost the page. 5217. yep. 2930 Mhmm. 25099747. Thank you so much. And the name as it appears on your card, please? The name that's on my card. Yeah? Yeah. It's the same as your Airtel accounts. Yeah. Tanisha okay. Yeah. Perfect. Let me put here. And card expiration date, please? 01/29. 01/29. 02/09. Okay. And the security code, please? 550. 550. Thank you. $45. Okay. So you will be receiving, like, a notification from your phone number, a text. You have to provide the code to authorize your payment of Okay. $45 today. Oh, yes. Got it. Okay.","start_word":689,"end_word":822,"sentiment":"neutral","sentiment_score":0.06197858229279518},{"text":"Perfect. So the $45 has been successfully processed as your partial payment for the overdue July invoice.","start_word":823,"end_word":839,"sentiment":"positive","sentiment_score":0.43834149837493896},{"text":"And, Tanisha, I will go ahead and justify this to our technical rep to reinstate the account to support you further. And then also, the payment method, this has been set up to your account. So Yes. every Friday, please ensure the $45 in your, Mastercard so we could avoid any, delays, and we could adhere with the payment plan we set up for your account. Okay? Alright. No worries. Alright.","start_word":840,"end_word":910,"sentiment":"neutral","sentiment_score":0.20267236232757568},{"text":"Thank you so much.","start_word":911,"end_word":914,"sentiment":"positive","sentiment_score":0.44617611169815063},{"text":"So you will receive an email that your service has been reinstated once it's confirmed. And, also, you will receive an email in reference to our payment arrangement. I'll put the date. Alright? Alright. No worries. Thank Alright. you.","start_word":915,"end_word":953,"sentiment":"neutral","sentiment_score":0.19219844043254852},{"text":"Thank you, Tanisha. Good for you.","start_word":954,"end_word":959,"sentiment":"positive","sentiment_score":0.45101994276046753},{"text":"And if you need any assistance, just call us. Okay? Alright. Easy. Thanks.","start_word":960,"end_word":972,"sentiment":"neutral","sentiment_score":0.19604599475860596},{"text":"Thank you.","start_word":973,"end_word":974,"sentiment":"positive","sentiment_score":0.3695577383041382},{"text":"Thank Bye. you.","start_word":975,"end_word":977,"sentiment":"neutral","sentiment_score":0.33003804087638855},{"text":"Cheers, and be safe.","start_word":978,"end_word":981,"sentiment":"positive","sentiment_score":0.3925538957118988},{"text":"Bye bye. Bye. Me moving on.","start_word":982,"end_word":987,"sentiment":"neutral","sentiment_score":0.07021348923444748},{"text":"Not so","start_word":988,"end_word":989,"sentiment":"negative","sentiment_score":-0.43655672669410706}],"average":{"sentiment":"neutral","sentiment_score":0.13377420975714505}}}}