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And, yeah, we do apologize for any inconvenience because are you referring with the GUIP issue, which is still ongoing? Okay. Understand. Let me just go ahead and pull out your account, Riley. What is your phone number and your full name? Thank you. And your last name? Cupa. Okay. Thank you. And I just wanted to make sure, Riley, if I heard you right. You said you already spoken to our tech department, right, in reference with the ongoing okay. I just wanted to make sure that your concern is being addressed. And in reference with your yeah. That's correct. That's mhmm. But let me just go ahead and check your bill on here. Okay? Just give me a minute or two. Thank you. Thank you so much for patiently waiting on the line, Riley. Alright. So upon reviewing your account, we just got approved to reduce your bill for this month for 25%. So after this call, we will send you the rectified invoice showing the 25% discount due to this ongoing issue. Okay? And then if you need any assistance in regards to the payment process, just let us know. Riley, your email, it's still the same. Right? R jcooper2000@hotmail.com. Alright. Perfect. Thank you for your patience and understanding with this ongoing issue. But rest assured, this is being closely worked and monitored by our back end team, and just wait for the rectified invoice shortly. Alright? Alright. Thank you, Riley. Have a great day. 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Good afternoon. Thank you so much for calling your toll accounts. How may I help you today? Hi.\n\nWe appreciate your call. And, yeah, we do apologize for any inconvenience because are you referring with the GUIP issue, which is still ongoing? Okay. Understand. Let me just go ahead and pull out your account, Riley.\n\nWhat is your phone number and your full name? Thank you. And your last name? Cupa. Okay.\n\nThank you. And I just wanted to make sure, Riley, if I heard you right. You said you already spoken to our tech department, right, in reference with the ongoing okay. I just wanted to make sure that your concern is being addressed. And in reference with your yeah.\n\nThat's correct. That's mhmm. But let me just go ahead and check your bill on here. Okay? Just give me a minute or two.\n\nThank you. Thank you so much for patiently waiting on the line, Riley. Alright. So upon reviewing your account, we just got approved to reduce your bill for this month for 25%. So after this call, we will send you the rectified invoice showing the 25% discount due to this ongoing issue.\n\nOkay? And then if you need any assistance in regards to the payment process, just let us know. Riley, your email, it's still the same. Right? R jcooper2000@hotmail.com.\n\nAlright. Perfect. Thank you for your patience and understanding with this ongoing issue. But rest assured, this is being closely worked and monitored by our back end team, and just wait for the rectified invoice shortly. Alright?\n\nAlright. Thank you, Riley. Have a great day. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.12,"end":1.4399999,"sentiment":"neutral","sentiment_score":0.3166571855545044},{"text":"Good afternoon.","start":1.4399999,"end":2.1799998,"sentiment":"positive","sentiment_score":0.48930715024471283},{"text":"Thank you so much for calling your toll accounts.","start":2.24,"end":4.48,"sentiment":"positive","sentiment_score":0.7012183864911398},{"text":"How may I help you today?","start":4.48,"end":5.7799997,"sentiment":"positive","sentiment_score":0.579353799422582},{"text":"Hi.","start":26.485,"end":26.805,"sentiment":"neutral","sentiment_score":0.12158660590648653}],"sentiment":"positive","sentiment_score":0.5896813877319035,"num_words":19,"start":1.12,"end":26.805},{"sentences":[{"text":"We appreciate your call.","start":26.805,"end":28.404999,"sentiment":"neutral","sentiment_score":0.282285388559103},{"text":"And, yeah, we do apologize for any inconvenience because are you referring with the GUIP issue, which is still 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How's it going? My name is Riley. I was just inquiring about I've had some troubles with my service lately, and I'm due for the next payment for my Internet service coming up in the next few days, and I wanted to discuss the possibility of receiving some sort of refund for the inhibition of the service. Yes. Yes. Still ongoing. I've spoken to tech support earlier today. I've spoke I've I've spoken to people in my building about how they've fixed their problems. I spent about an hour on hold the other day with you guys, and it's been nine days now, and it's still not fixed. So I wanted to yeah. I wanted to approach the discussion of what what I can do about that. I'm due for another yeah, payment in the next two days, and I just didn't feel comfortable paying it outright, to be honest, because it's been rather inconvenient. Yep. Phone number is 0498490385. Yep. Cooper. Yeah. Yeah. They they couldn't fix it and said they'll get back to me once they escalate it to a higher level. So I'm just I'm kinda in limbo at the moment. Sure. Good. Okay. Okay. Thank you for that. Yes. Yep. That's the one. I can help. Sure. Thank you. Okay. 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How's it going? My name is Riley. I was just inquiring about I've had some troubles with my service lately, and I'm due for the next payment for my Internet service coming up in the next few days, and I wanted to discuss the possibility of receiving some sort of refund for the inhibition of the service. Yes.\n\nYes. Still ongoing. I've spoken to tech support earlier today. I've spoke I've I've spoken to people in my building about how they've fixed their problems. I spent about an hour on hold the other day with you guys, and it's been nine days now, and it's still not fixed.\n\nSo I wanted to yeah. I wanted to approach the discussion of what what I can do about that. I'm due for another yeah, payment in the next two days, and I just didn't feel comfortable paying it outright, to be honest, because it's been rather inconvenient. Yep. Phone number is 0498490385.\n\nYep. Cooper. Yeah. Yeah. They they couldn't fix it and said they'll get back to me once they escalate it to a higher level.\n\nSo I'm just I'm kinda in limbo at the moment. Sure. Good. Okay. Okay.\n\nThank you for that. Yes. Yep. That's the one. I can help.\n\nSure. Thank you. Okay. 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Good afternoon. Thank you so much for calling your toll accounts. How may I help you today?\n\nChannel 1: Hi. How's it going? My name is Riley. I was just inquiring about I've had some troubles with my service lately, and I'm due for the next payment for my Internet service coming up in the next few days, and I wanted to discuss the possibility of receiving some sort of refund for the inhibition of the service.\n\nChannel 0: Hi. We appreciate your call. And, yeah, we do apologize for any inconvenience because are you referring with the GUIP issue, which is still ongoing?\n\nChannel 1: Yes. Yes. Still ongoing. I've spoken to\n\nChannel 0: Okay.\n\nChannel 1: tech support earlier today. I've spoke I've I've spoken to people in my building about how they've fixed their problems. I spent about an hour on hold the other day with you guys, and it's been nine days now, and it's still not fixed. So I wanted to yeah. I wanted to approach the discussion of what what I can do about that.\n\nI'm due for another yeah, payment in the next two days, and I just didn't feel comfortable paying it outright, to be honest, because it's been rather inconvenient.\n\nChannel 0: Understand. Let me just go ahead and pull out your account, Riley. What is your phone number and your full name?\n\nChannel 1: Yep. Phone number is 0498490385.\n\nChannel 0: Thank you. And your last name?\n\nChannel 1: Yep. Cooper.\n\nChannel 0: Cupa. Okay. Thank you. And I just wanted to make sure, Riley, if I heard you right. You said you already spoken to our tech department, right, in reference\n\nChannel 1: Yeah.\n\nChannel 0: with the ongoing okay. I just wanted to\n\nChannel 1: Yeah.\n\nChannel 0: make sure that your concern is being addressed. And in\n\nChannel 1: They\n\nChannel 0: reference\n\nChannel 1: they\n\nChannel 0: with\n\nChannel 1: couldn't\n\nChannel 0: your\n\nChannel 1: fix it and said they'll get back to me once they escalate it to a higher level. So I'm just\n\nChannel 0: yeah. That's\n\nChannel 1: I'm\n\nChannel 0: correct.\n\nChannel 1: kinda in limbo\n\nChannel 0: That's\n\nChannel 1: at the moment.\n\nChannel 0: mhmm. But let me just go ahead and check your bill on here. Okay? Just give me a minute\n\nChannel 1: Sure.\n\nChannel 0: or two. Thank you. Thank you so much for patiently waiting on the line, Riley.\n\nChannel 1: Good.\n\nChannel 0: Alright. So upon reviewing your account, we just got approved to reduce your bill for this month for 25%.\n\nChannel 1: Okay.\n\nChannel 0: So after this call, we will send you the rectified invoice showing the 25% discount\n\nChannel 1: Okay. Thank\n\nChannel 0: due\n\nChannel 1: you\n\nChannel 0: to\n\nChannel 1: for that.\n\nChannel 0: this ongoing issue. Okay? And then if you need any assistance in regards to the payment process, just let us know. Riley, your email, it's still the same. Right?\n\nR\n\nChannel 1: Yes.\n\nChannel 0: jcooper2000@hotmail.com.\n\nChannel 1: Yep. That's the one.\n\nChannel 0: Alright. Perfect. Thank you for your patience and understanding with this\n\nChannel 1: I can help.\n\nChannel 0: ongoing issue. But rest assured, this is being closely worked and monitored by our back end team, and just wait for the rectified invoice shortly. Alright?\n\nChannel 1: Sure. Thank you.\n\nChannel 0: Alright. Thank you, Riley. Have a great day.\n\nChannel 1: Okay. Bye.\n\nChannel 0: Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.12,"end":1.4399999,"sentiment":"neutral","sentiment_score":0.3166571855545044},{"text":"Good afternoon.","start":1.4399999,"end":2.1799998,"sentiment":"positive","sentiment_score":0.48930715024471283},{"text":"Thank you so much for calling your toll accounts.","start":2.24,"end":4.48,"sentiment":"positive","sentiment_score":0.7012183864911398},{"text":"How may I help you today?","start":4.48,"end":5.7799997,"sentiment":"positive","sentiment_score":0.579353799422582}],"sentiment":"positive","sentiment_score":0.6156866533888711,"channel":0,"num_words":18,"start":1.12,"end":5.7799997},{"sentences":[{"text":"Hi.","start":6.16,"end":6.48,"sentiment":"neutral","sentiment_score":0.13821972906589508},{"text":"How's it going?","start":6.48,"end":7.12,"sentiment":"neutral","sentiment_score":0.16602173447608948},{"text":"My name is 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He explains that he is due for his next payment and wants to know if he can receive a refund for his service. The agent, Riley, apologizes for his previous issues and explains that the issue is still ongoing. The agent offers to reduce his bill for $25 and send a rectified invoice to the customer."},"intents":{"segments":[{"text":"I was just inquiring about I've had some troubles with my service lately, and I'm due for the next payment for my Internet service coming up in the next few days, and I wanted to discuss the possibility of receiving some sort of refund for the inhibition of the service. Hi.","start_word":26,"end_word":76,"intents":[{"intent":"Discuss refund for internet service","confidence_score":0.07094976}]},{"text":"But let me just go ahead and check your bill on here. Okay?","start_word":321,"end_word":333,"intents":[{"intent":"Check bill","confidence_score":0.11809661}]},{"text":"So after this call, we will send you the rectified invoice showing the 25% discount Okay.","start_word":376,"end_word":391,"intents":[{"intent":"Send invoice","confidence_score":0.24322395}]},{"text":"And then if you need any assistance in regards to the payment process, just let us know.","start_word":402,"end_word":418,"intents":[{"intent":"Assist with payment process","confidence_score":0.36375484}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.3166571855545044},{"text":"Good afternoon. Thank you so much for calling your toll accounts. How may I help you today?","start_word":1,"end_word":17,"sentiment":"positive","sentiment_score":0.6204838752746582},{"text":"Hi. How's it going? My name is Riley. I was just inquiring about I've had some troubles with my service lately, and I'm due for the next payment for my Internet service coming up in the next few days, and I wanted to discuss the possibility of receiving some sort of refund for the inhibition of the service. Hi. We appreciate your call. And, yeah, we do apologize for any inconvenience because are you referring with the GUIP issue, which is still ongoing? Yes. Yes. Still ongoing. I've spoken to Okay. tech support earlier today. I've spoke I've I've spoken to people in my building about how they've fixed their problems. I spent about an hour on hold the other day with you guys, and it's been nine days now, and it's still not fixed. So I wanted to yeah. I wanted to approach the discussion of what what I can do about that.","start_word":18,"end_word":171,"sentiment":"neutral","sentiment_score":-0.1190057247877121},{"text":"I'm due for another yeah, payment in the next two days, and I just didn't feel comfortable paying it outright, to be honest, because it's been rather inconvenient.","start_word":172,"end_word":199,"sentiment":"negative","sentiment_score":-0.5020657181739807},{"text":"Understand. Let me just go ahead and pull out your account, Riley. What is your phone number and your full name? Yep. Phone number is 0498490385. Thank you. And your last name? Yep. Cooper. Cupa. Okay.","start_word":200,"end_word":235,"sentiment":"neutral","sentiment_score":0.03245477005839348},{"text":"Thank you.","start_word":236,"end_word":237,"sentiment":"positive","sentiment_score":0.35313934087753296},{"text":"And I just wanted to make sure, Riley, if I heard you right. You said you already spoken to our tech department, right, in reference Yeah. with the ongoing okay. I just wanted to Yeah. make sure that your concern is being addressed. And in They reference they with couldn't your fix it and said they'll get back to me once they escalate it to a higher level. So I'm just yeah. That's I'm correct. kinda in limbo That's at the moment. mhmm. But let me just go ahead and check your bill on here. Okay? Just give me a minute Sure. or two.","start_word":238,"end_word":341,"sentiment":"neutral","sentiment_score":-0.041813042014837265},{"text":"Thank you. Thank you so much for patiently waiting on the line, Riley. Good.","start_word":342,"end_word":355,"sentiment":"positive","sentiment_score":0.5400577187538147},{"text":"Alright. So upon reviewing your account, we just got approved to reduce your bill for this month for 25%. Okay. So after this call, we will send you the rectified invoice showing the 25% discount Okay. Thank due you to for that. this ongoing issue. Okay? And then if you need any assistance in regards to the payment process, just let us know. Riley, your email, it's still the same. Right? R Yes. jcooper2000@hotmail.com. Yep. That's the one. Alright.","start_word":356,"end_word":434,"sentiment":"neutral","sentiment_score":0.10962001979351044},{"text":"Perfect. Thank you for your patience and understanding with this I can help.","start_word":435,"end_word":447,"sentiment":"positive","sentiment_score":0.3849330246448517},{"text":"ongoing issue. But rest assured, this is being closely worked and monitored by our back end team, and just wait for the rectified invoice shortly. Alright? Sure. Thank you. Alright.","start_word":448,"end_word":477,"sentiment":"neutral","sentiment_score":0.19316503405570984},{"text":"Thank you, Riley. Have a great day. Okay.","start_word":478,"end_word":485,"sentiment":"positive","sentiment_score":0.5791699327528477},{"text":"Bye. Bye bye.","start_word":486,"end_word":488,"sentiment":"neutral","sentiment_score":0.2071745842695236}],"average":{"sentiment":"neutral","sentiment_score":0.016025583705650766}}}}