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I'm just calling in to check whether we have an option to process a refund through our merchant account portal. I was able to review the refund process, but I'm able to determine where in the portal I can check whether I'm authorized to do a refund. Yeah. Our CRM is the Splink's. Let me check here. So we should process the refund from the Sprints? Yeah. Let me try to go over again because earlier, I wasn't able to see any refund option as well from our CRM. Okay. One sec. Just double checking. Thank you. So if I click the payment here option. Yeah. There is no icon or option to process a refund from the screen. No. Not yet. I've reached out to you, Kai. So, technically, the process should be from the Spleenks and then to the merchant portal? Or we have Okay. So, normally, since, Splinks and the PayRx were integrated, the normal process to do a refund is via software to our CRM, not from the merchant portal. Mm-mm. Mm-mm. From the software. Okay. Yeah. So I'll be sending, like, an email, the transaction amount, the last four of the bank account or card, and the amount to be refunded if necessary. Okay. I got it. Thank you so much. I'll take note of this, and then I'll send the details via email. Sure. Thank you so much. Appreciate your time today. Have a great day. Mhmm. 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Good afternoon. This is Melissa from Airtel. My full name is Melissa Ignacio. My email address is melissa@airtel.matt.au.\n\nThank you. Sure. Melissa @airtel.net.au. Yeah. I'm just calling in to check whether we have an option to process a refund through our merchant account portal.\n\nI was able to review the refund process, but I'm able to determine where in the portal I can check whether I'm authorized to do a refund. Yeah. Our CRM is the Splink's. Let me check here. So we should process the refund from the Sprints?\n\nYeah. Let me try to go over again because earlier, I wasn't able to see any refund option as well from our CRM. Okay. One sec. Just double checking.\n\nThank you. So if I click the payment here option. Yeah. There is no icon or option to process a refund from the screen. No.\n\nNot yet. I've reached out to you, Kai. So, technically, the process should be from the Spleenks and then to the merchant portal? Or we have Okay. So, normally, since, Splinks and the PayRx were integrated, the normal process to do a refund is via software to our CRM, not from the merchant portal.\n\nMm-mm. Mm-mm. From the software. Okay. Yeah.\n\nSo I'll be sending, like, an email, the transaction amount, the last four of the bank account or card, and the amount to be refunded if necessary. Okay. I got it. Thank you so much. I'll take note of this, and then I'll send the details via email.\n\nSure. Thank you so much. Appreciate your time today. Have a great day. Mhmm.\n\nGoodbye.","paragraphs":[{"sentences":[{"text":"Hi, missy.","start":46.295002,"end":47.015,"sentiment":"neutral","sentiment_score":0.15162136405706406},{"text":"Good afternoon.","start":47.015,"end":47.835,"sentiment":"neutral","sentiment_score":0.2973287105560303},{"text":"This is Melissa from Airtel.","start":47.975002,"end":49.995003,"sentiment":"neutral","sentiment_score":0.18689608573913574},{"text":"My full name is Melissa Ignacio.","start":54.28,"end":56.14,"sentiment":"neutral","sentiment_score":0.09728262697656949},{"text":"My email address is melissa@airtel.matt.au.","start":56.36,"end":60.699997,"sentiment":"neutral","sentiment_score":0.06967506632208824}],"sentiment":"neutral","sentiment_score":0.13822258356958628,"num_words":20,"start":46.295002,"end":60.699997},{"sentences":[{"text":"Thank 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refund.","start":93.020004,"end":103.455,"sentiment":"neutral","sentiment_score":-0.08843363379990613},{"text":"Yeah.","start":156.115,"end":156.435,"sentiment":"neutral","sentiment_score":0.0034062396734952927},{"text":"Our CRM is the Splink's.","start":156.435,"end":158.215,"sentiment":"neutral","sentiment_score":0.0003500690683722496},{"text":"Let me check here.","start":177.45999,"end":178.92,"sentiment":"neutral","sentiment_score":-0.0011602533049881458},{"text":"So we should process the refund from the Sprints?","start":184.205,"end":188.945,"sentiment":"neutral","sentiment_score":0.04147912023795976}],"sentiment":"neutral","sentiment_score":-0.043780009970878775,"num_words":46,"start":93.020004,"end":188.945},{"sentences":[{"text":"Yeah.","start":197.54,"end":197.86,"sentiment":"neutral","sentiment_score":-0.16404087841510773},{"text":"Let me try to go over again because earlier, I wasn't able to see any refund option as well from our 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software to our CRM, not from the merchant portal.","start":338.94,"end":354.405,"sentiment":"neutral","sentiment_score":-0.05376805641033031}],"sentiment":"neutral","sentiment_score":-0.028145241012141383,"num_words":54,"start":290.7,"end":354.405},{"sentences":[{"text":"Mm-mm.","start":365.74503,"end":365.99503,"sentiment":"neutral","sentiment_score":0.04413360357284546},{"text":"Mm-mm.","start":365.99503,"end":366.49503,"sentiment":"neutral","sentiment_score":0.020796233788132668},{"text":"From the software.","start":383.235,"end":384.055,"sentiment":"neutral","sentiment_score":-0.006654071311155955},{"text":"Okay.","start":384.51498,"end":385.01498,"sentiment":"neutral","sentiment_score":0.045864515006542206},{"text":"Yeah.","start":411.265,"end":411.58502,"sentiment":"neutral","sentiment_score":0.06558340787887573}],"sentiment":"neutral","sentiment_score":0.02234507804470403,"num_words":7,"start":365.74503,"end":411.58502},{"sentences":[{"text":"So I'll be sending, like, an email, the transaction amount, the last four of the bank account or card, and the amount to be refunded if necessary.","start":411.58502,"end":420.965,"sentiment":"neutral","sentiment_score":0.05267698310867504},{"text":"Okay.","start":443.06497,"end":443.54498,"sentiment":"neutral","sentiment_score":0.11544804275035858},{"text":"I got it.","start":443.54498,"end":444.26498,"sentiment":"neutral","sentiment_score":0.17142380277315775},{"text":"Thank you so much.","start":444.26498,"end":445.22498,"sentiment":"positive","sentiment_score":0.5752495527267456},{"text":"I'll take note of this, and then I'll send the details via email.","start":445.22498,"end":454.16998,"sentiment":"neutral","sentiment_score":0.19179325722731078}],"sentiment":"neutral","sentiment_score":0.14263142812221,"num_words":48,"start":411.58502,"end":454.16998},{"sentences":[{"text":"Sure.","start":455.11,"end":455.50998,"sentiment":"positive","sentiment_score":0.34486961364746094},{"text":"Thank you so 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Please note your call may be recorded for training or security purposes. If you know the extension of the person you wish to speak to, please dial it now. Otherwise, for sales, please press 2. For client success or account management, please press 3. For general inquiries, please press 4. To hear these options again, please press 5. Thank you. Hello. Welcome to Worldpay for Pampers. You're speaking with Missy. Hi, Melissa. Thank you. And I'm just gonna pull up the account information. Won't be too long there, Melissa. Sorry. If you could just repeat that, the email address that you just got at. Yep. Perfect. Thanks for that, Melissa. How can I help you today? Mhmm. Yeah. Sure. I can definitely look into that for you. So So let me just quickly pull the user access here. So you are utilizing us, Blinks, currently as a software? Yep. Yep. So everything looks like like transactions, they do come through from the software. So is there no option there by Splints to be able to process the refund? Yeah. They should that's correct. If the if the option there is available, do they have a feature? Because we can't see the software. Got it. No. That's okay. I'll just check other things here as well just to make sure. The purchase is okay. Let me just quickly check. Just Yeah. So based on the configuration for Splinx that we have set up, it it does look like you can you should be able to process refunds from the software. Have you tried giving Splinx a call in regards to them walking you through the process of refunding from the software? No? I that's Yes. So so yeah. I think Splink so Splink should have the the option to process it from there because when you do, we were able to see, you know, the refund of that transaction, like, the status pull through. Whereas in we can process a refund for you. If you're like us to do it, man, you know, on our end, we can process it. We just don't know whether that will sync back into the Splink software. So the status will be showing as refund, but we're just not sure how that will speed back through the Splink software. Yes. Based on the Yeah. Not from the merchant portal. Not from WorldPay portal, hence why you don't have that option enabled. So I would suggest speak with Splints first. Let them know that you are trying to process a refund. They might be able to walk you through or maybe something that they could enable on the end to have you process that refund. But based on, like, recent, you know, like, the configuration settings for Splinc itself, everything is being processed from the software. Yeah. Whereas in say say if it's urgent and you need us to complete a refund, we can do that for you. We just need a email in writing there. Melissa just advised us to refund a transaction on our end. I don't know how that will speak back into Splinx, but it could be a manual adjustment, like a manual recon part on your end. But, yeah, that that is the alternative option if you want us to process that refund from our side. Yeah. Yep. Yep. Definitely. Or even if you've got the transaction ID, because that would help as well. Just put that through there that you'd like us to process a refund. Mention there as well if it's a full refund or a partial refund. Partial refund. Yep. And just put the amount there, the partial amount there that you would like us to refund for. Okay. No worries, Melissa. Feel free to reach out if there's anything else. That's okay. You too. 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you for calling Worldpay for Platforms. Please note your call may be recorded for training or security purposes. If you know the extension of the person you wish to speak to, please dial it now. Otherwise, for sales, please press 2. For client success or account management, please press 3.\n\nFor general inquiries, please press 4. To hear these options again, please press 5. Thank you. Hello. Welcome to Worldpay for Pampers.\n\nYou're speaking with Missy. Hi, Melissa. Thank you. And I'm just gonna pull up the account information. Won't be too long there, Melissa.\n\nSorry. If you could just repeat that, the email address that you just got at. Yep. Perfect. Thanks for that, Melissa.\n\nHow can I help you today? Mhmm. Yeah. Sure. I can definitely look into that for you.\n\nSo So let me just quickly pull the user access here. So you are utilizing us, Blinks, currently as a software? Yep. Yep. So everything looks like like transactions, they do come through from the software.\n\nSo is there no option there by Splints to be able to process the refund? Yeah. They should that's correct. If the if the option there is available, do they have a feature? Because we can't see the software.\n\nGot it. No. That's okay. I'll just check other things here as well just to make sure. The purchase is okay.\n\nLet me just quickly check. Just Yeah. So based on the configuration for Splinx that we have set up, it it does look like you can you should be able to process refunds from the software. Have you tried giving Splinx a call in regards to them walking you through the process of refunding from the software? No?\n\nI that's Yes. So so yeah. I think Splink so Splink should have the the option to process it from there because when you do, we were able to see, you know, the refund of that transaction, like, the status pull through. Whereas in we can process a refund for you. If you're like us to do it, man, you know, on our end, we can process it.\n\nWe just don't know whether that will sync back into the Splink software. So the status will be showing as refund, but we're just not sure how that will speed back through the Splink software. Yes. Based on the Yeah. Not from the merchant portal.\n\nNot from WorldPay portal, hence why you don't have that option enabled. So I would suggest speak with Splints first. Let them know that you are trying to process a refund. They might be able to walk you through or maybe something that they could enable on the end to have you process that refund. But based on, like, recent, you know, like, the configuration settings for Splinc itself, everything is being processed from the software.\n\nYeah. Whereas in say say if it's urgent and you need us to complete a refund, we can do that for you. We just need a email in writing there. Melissa just advised us to refund a transaction on our end. I don't know how that will speak back into Splinx, but it could be a manual adjustment, like a manual recon part on your end.\n\nBut, yeah, that that is the alternative option if you want us to process that refund from our side. Yeah. Yep. Yep. Definitely.\n\nOr even if you've got the transaction ID, because that would help as well. Just put that through there that you'd like us to process a refund. Mention there as well if it's a full refund or a partial refund. Partial refund. Yep.\n\nAnd just put the amount there, the partial amount there that you would like us to refund for. Okay. No worries, Melissa. Feel free to reach out if there's anything else. That's okay.\n\nYou too. Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Worldpay for Platforms.","start":0.64,"end":2.6599998,"sentiment":"positive","sentiment_score":0.44229926807539804},{"text":"Please note your call may be recorded for training or security purposes.","start":3.04,"end":6.42,"sentiment":"neutral","sentiment_score":-0.0011419467628002167},{"text":"If you know the extension of the person you wish to speak to, please dial it now.","start":7.04,"end":11.139999,"sentiment":"neutral","sentiment_score":0.027648144346826217},{"text":"Otherwise, for sales, please press 2.","start":11.599999,"end":13.94,"sentiment":"neutral","sentiment_score":0.013659348090489706},{"text":"For client success or account management, please press 3.","start":14.195,"end":17.255,"sentiment":"neutral","sentiment_score":0.05581112971736325}],"sentiment":"neutral","sentiment_score":0.08111110245626346,"num_words":51,"start":0.64,"end":17.255},{"sentences":[{"text":"For general inquiries, please press 4.","start":17.555,"end":19.814999,"sentiment":"neutral","sentiment_score":0.021499469876289368},{"text":"To hear these options again, please press 5.","start":20.035,"end":22.535,"sentiment":"neutral","sentiment_score":0.020315090427175164},{"text":"Thank you.","start":22.835,"end":23.575,"sentiment":"neutral","sentiment_score":0.31683921813964844},{"text":"Hello.","start":42.165,"end":42.565,"sentiment":"neutral","sentiment_score":0.12077371776103972},{"text":"Welcome to Worldpay for Pampers.","start":42.565,"end":43.925,"sentiment":"neutral","sentiment_score":0.23306270837783813}],"sentiment":"neutral","sentiment_score":0.10051287448203022,"num_words":22,"start":17.555,"end":43.925},{"sentences":[{"text":"You're speaking with Missy.","start":43.925,"end":45.065,"sentiment":"neutral","sentiment_score":0.12011987343430519},{"text":"Hi, Melissa.","start":50.725,"end":51.545,"sentiment":"neutral","sentiment_score":0.0980422906577587},{"text":"Thank you.","start":61.53,"end":62.33,"sentiment":"positive","sentiment_score":0.3887244313955307},{"text":"And I'm just gonna pull up the account information.","start":62.33,"end":66.605,"sentiment":"neutral","sentiment_score":0.17750877307520974},{"text":"Won't be too long there, Melissa.","start":67.145,"end":68.685,"sentiment":"neutral","sentiment_score":0.009646880440413952}],"sentiment":"neutral","sentiment_score":0.13519448600709438,"num_words":23,"start":43.925,"end":68.685},{"sentences":[{"text":"Sorry.","start":73.625,"end":73.865,"sentiment":"neutral","sentiment_score":-0.018929004669189453},{"text":"If you could just repeat that, the email address that you just got at.","start":73.865,"end":78.265,"sentiment":"neutral","sentiment_score":-0.005797991861722299},{"text":"Yep.","start":78.265,"end":78.765,"sentiment":"neutral","sentiment_score":0.036765098571777344},{"text":"Perfect.","start":82.31,"end":82.71,"sentiment":"positive","sentiment_score":0.5590260028839111},{"text":"Thanks for that, Melissa.","start":82.71,"end":83.67,"sentiment":"positive","sentiment_score":0.6415407806634903}],"sentiment":"neutral","sentiment_score":0.145802539684588,"num_words":21,"start":73.625,"end":83.67},{"sentences":[{"text":"How can I help you today?","start":83.67,"end":84.89,"sentiment":"positive","sentiment_score":0.4405568838119507},{"text":"Mhmm.","start":96.865,"end":97.365,"sentiment":"neutral","sentiment_score":-0.10492216050624847},{"text":"Yeah.","start":104.225,"end":104.465004,"sentiment":"neutral","sentiment_score":0.05045885965228081},{"text":"Sure.","start":104.465004,"end":104.705,"sentiment":"neutral","sentiment_score":0.1039525270462036},{"text":"I can definitely look into that for you.","start":104.705,"end":106.885,"sentiment":"neutral","sentiment_score":0.1655772514641285}],"sentiment":"neutral","sentiment_score":0.2363205023986452,"num_words":17,"start":83.67,"end":106.885},{"sentences":[{"text":"So So let me just quickly pull the user access here.","start":106.945,"end":112.75,"sentiment":"neutral","sentiment_score":0.06025837937539274},{"text":"So you are utilizing us, Blinks, currently as a software?","start":150.955,"end":154.655,"sentiment":"neutral","sentiment_score":0.004082527849823237},{"text":"Yep.","start":155.275,"end":155.775,"sentiment":"neutral","sentiment_score":0.004143528640270233},{"text":"Yep.","start":159.67499,"end":160.17499,"sentiment":"neutral","sentiment_score":0.01499982737004757},{"text":"So everything looks like like transactions, they do come through from the software.","start":161.67499,"end":170.5,"sentiment":"neutral","sentiment_score":-0.010626409346094498}],"sentiment":"neutral","sentiment_score":0.01624076350385116,"num_words":36,"start":106.945,"end":170.5},{"sentences":[{"text":"So is there no option there by Splints to be able to process the refund?","start":170.56,"end":174.9,"sentiment":"neutral","sentiment_score":-0.06544517936805884},{"text":"Yeah.","start":179.76,"end":180.26,"sentiment":"neutral","sentiment_score":0.020016109570860863},{"text":"They should that's correct.","start":182.095,"end":191.295,"sentiment":"neutral","sentiment_score":0.04749646410346031},{"text":"If the if the option there is available, do they have a feature?","start":191.295,"end":194.17499,"sentiment":"neutral","sentiment_score":-0.000631209104680098},{"text":"Because we can't see the software.","start":194.17499,"end":195.795,"sentiment":"negative","sentiment_score":-0.42184342940648395}],"sentiment":"neutral","sentiment_score":-0.08489594921374168,"num_words":39,"start":170.56,"end":195.795},{"sentences":[{"text":"Got it.","start":206.58,"end":207.40001,"sentiment":"neutral","sentiment_score":-0.018214463256299496},{"text":"No.","start":220.315,"end":220.47499,"sentiment":"neutral","sentiment_score":-0.033931344747543335},{"text":"That's okay.","start":220.47499,"end":221.215,"sentiment":"neutral","sentiment_score":0.17971599102020264},{"text":"I'll just check other things here as well just to make sure.","start":221.915,"end":225.295,"sentiment":"neutral","sentiment_score":0.1849407417078813},{"text":"The purchase is okay.","start":245.63501,"end":248.195,"sentiment":"neutral","sentiment_score":-0.0860083932057023}],"sentiment":"neutral","sentiment_score":0.10306319230723948,"num_words":21,"start":206.58,"end":248.195},{"sentences":[{"text":"Let me just quickly check.","start":248.195,"end":249.975,"sentiment":"neutral","sentiment_score":0.060941100120544434},{"text":"Just Yeah.","start":250.99501,"end":269.345,"sentiment":"neutral","sentiment_score":0.07834217697381973},{"text":"So based on the configuration for Splinx that we have set up, it it does look like you can you should be able to process refunds from the software.","start":269.345,"end":279.605,"sentiment":"neutral","sentiment_score":0.21504015976498866},{"text":"Have you tried giving Splinx a call in regards to them walking you through the process of refunding from the software?","start":279.745,"end":288.76,"sentiment":"neutral","sentiment_score":0.05118858619105248},{"text":"No?","start":291.38,"end":291.78,"sentiment":"neutral","sentiment_score":-0.07282393425703049}],"sentiment":"neutral","sentiment_score":0.1327532907498294,"num_words":58,"start":248.195,"end":291.78},{"sentences":[{"text":"I that's Yes.","start":291.78,"end":303.375,"sentiment":"neutral","sentiment_score":0.014146838958064714},{"text":"So so yeah.","start":303.375,"end":304.995,"sentiment":"neutral","sentiment_score":0.0342680923640728},{"text":"I think Splink so Splink should have the the option to process it from there because when you do, we were able to see, you know, the refund of that transaction, like, the status pull through.","start":305.055,"end":317.42,"sentiment":"neutral","sentiment_score":0.05047884210944176},{"text":"Whereas in we can process a refund for you.","start":317.48,"end":320.30002,"sentiment":"neutral","sentiment_score":0.11136387785275777},{"text":"If you're like us to do it, man, you know, on our end, we can process it.","start":320.84003,"end":324.2,"sentiment":"neutral","sentiment_score":0.029194897807696286}],"sentiment":"neutral","sentiment_score":0.05089810696047019,"num_words":68,"start":291.78,"end":324.2},{"sentences":[{"text":"We just don't know whether that will sync back into the Splink software.","start":324.2,"end":327.975,"sentiment":"neutral","sentiment_score":-0.0915705650471724},{"text":"So the status will be showing as refund, but we're just not sure how that will speed back through the Splink software.","start":330.035,"end":337.015,"sentiment":"neutral","sentiment_score":-0.12555468251759355},{"text":"Yes.","start":352.63998,"end":353.13998,"sentiment":"neutral","sentiment_score":-0.01871674507856369},{"text":"Based on the Yeah.","start":353.28,"end":355.195,"sentiment":"neutral","sentiment_score":-0.01734161376953125},{"text":"Not from the merchant portal.","start":355.195,"end":356.575,"sentiment":"neutral","sentiment_score":-0.10497665032744408}],"sentiment":"neutral","sentiment_score":-0.10145748472876019,"num_words":45,"start":324.2,"end":356.575},{"sentences":[{"text":"Not from WorldPay portal, hence why you don't have that option enabled.","start":356.71503,"end":360.975,"sentiment":"neutral","sentiment_score":-0.1783768261472384},{"text":"So I would suggest speak with Splints first.","start":361.67502,"end":364.575,"sentiment":"neutral","sentiment_score":0.030340654775500298},{"text":"Let them know that you are trying to process a refund.","start":364.95502,"end":367.61502,"sentiment":"neutral","sentiment_score":0.034608240831982},{"text":"They might be able to walk you through or maybe something that they could enable on the end to have you process that refund.","start":367.67502,"end":373.37,"sentiment":"neutral","sentiment_score":0.06947179821630318},{"text":"But based on, like, recent, you know, like, the configuration settings for Splinc itself, everything is being processed from the software.","start":373.51,"end":382.49,"sentiment":"neutral","sentiment_score":0.0008924663499263781}],"sentiment":"neutral","sentiment_score":0.002223143738535184,"num_words":76,"start":356.71503,"end":382.49},{"sentences":[{"text":"Yeah.","start":384.385,"end":384.70502,"sentiment":"neutral","sentiment_score":0.03066129609942436},{"text":"Whereas in say say if it's urgent and you need us to complete a refund, we can do that for you.","start":384.70502,"end":390.225,"sentiment":"neutral","sentiment_score":0.02828947649825187},{"text":"We just need a email in writing there.","start":390.225,"end":392.48502,"sentiment":"neutral","sentiment_score":0.027938107261434197},{"text":"Melissa just advised us to refund a transaction on our end.","start":392.545,"end":396.64502,"sentiment":"neutral","sentiment_score":0.044818942519751465},{"text":"I don't know how that will speak back into Splinx, but it could be a manual adjustment, like a manual recon part on your end.","start":396.70502,"end":404.7,"sentiment":"neutral","sentiment_score":-0.017073260508477687}],"sentiment":"neutral","sentiment_score":0.013854879025144108,"num_words":66,"start":384.385,"end":404.7},{"sentences":[{"text":"But, yeah, that that is the alternative option if you want us to process that refund from our side.","start":404.7,"end":410.72,"sentiment":"neutral","sentiment_score":0.031168345361948013},{"text":"Yeah.","start":410.78,"end":411.28,"sentiment":"neutral","sentiment_score":0.06147564947605133},{"text":"Yep.","start":418.195,"end":418.695,"sentiment":"neutral","sentiment_score":0.03618915379047394},{"text":"Yep.","start":419.95502,"end":420.45502,"sentiment":"neutral","sentiment_score":0.017370522022247314},{"text":"Definitely.","start":420.595,"end":421.095,"sentiment":"neutral","sentiment_score":0.1067005842924118}],"sentiment":"neutral","sentiment_score":0.03538845528079116,"num_words":23,"start":404.7,"end":421.095},{"sentences":[{"text":"Or even if you've got the transaction ID, because that would help as well.","start":421.23502,"end":424.59,"sentiment":"neutral","sentiment_score":0.08490555467350143},{"text":"Just put that through there that you'd like us to process a refund.","start":425.07,"end":429.25,"sentiment":"neutral","sentiment_score":0.07579033134075311},{"text":"Mention there as well if it's a full refund or a partial refund.","start":429.94998,"end":433.72998,"sentiment":"neutral","sentiment_score":0.011656787747947069},{"text":"Partial refund.","start":434.99,"end":435.97,"sentiment":"neutral","sentiment_score":0.01137477345764637},{"text":"Yep.","start":436.03,"end":436.51,"sentiment":"neutral","sentiment_score":0.05147411674261093}],"sentiment":"neutral","sentiment_score":0.05580730179627968,"num_words":43,"start":421.23502,"end":436.51},{"sentences":[{"text":"And just put the amount there, the partial amount there that you would like us to refund for.","start":436.51,"end":442.275,"sentiment":"neutral","sentiment_score":0.02901487911327018},{"text":"Okay.","start":449.775,"end":450.275,"sentiment":"neutral","sentiment_score":0.1551842987537384},{"text":"No worries, Melissa.","start":450.335,"end":451.375,"sentiment":"neutral","sentiment_score":0.21347403526306152},{"text":"Feel free to reach out if there's anything else.","start":451.375,"end":453.555,"sentiment":"neutral","sentiment_score":0.20041255487336052},{"text":"That's okay.","start":458.55295,"end":459.37296,"sentiment":"positive","sentiment_score":0.3508184403181076}],"sentiment":"neutral","sentiment_score":0.11585527585085595,"num_words":33,"start":436.51,"end":459.37296},{"sentences":[{"text":"You too.","start":459.51294,"end":460.25296,"sentiment":"neutral","sentiment_score":0.18238189816474915},{"text":"Bye.","start":460.87296,"end":461.37296,"sentiment":"neutral","sentiment_score":-0.07991842180490494}],"sentiment":"neutral","sentiment_score":0.09494845817486446,"num_words":3,"start":459.51294,"end":461.37296}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling Worldpay for Platforms. Please note your call may be recorded for training or security purposes. If you know the extension of the person you wish to speak to, please dial it now. Otherwise, for sales, please press 2. For client success or account management, please press 3.\n\nFor general inquiries, please press 4. To hear these options again, please press 5. Thank you. Hello. Welcome to Worldpay for Pampers.\n\nYou're speaking with Missy.\n\nChannel 0: Hi, missy. Good afternoon. This is Melissa from Airtel.\n\nChannel 1: Hi, Melissa.\n\nChannel 0: My full name is Melissa Ignacio. My email address is melissa@airtel.matt.au.\n\nChannel 1: Thank you. And I'm just gonna pull up the account information. Won't be too long there, Melissa.\n\nChannel 0: Thank you.\n\nChannel 1: Sorry. If you could just repeat that, the email address that you\n\nChannel 0: Sure.\n\nChannel 1: just got at.\n\nChannel 0: Melissa\n\nChannel 1: Yep.\n\nChannel 0: @airtel.net.au.\n\nChannel 1: Perfect. Thanks for that, Melissa. How can I help you today?\n\nChannel 0: Yeah. I'm just calling in to check whether we have an option to process a refund through our merchant account portal. I was able to review the refund process, but\n\nChannel 1: Mhmm.\n\nChannel 0: I'm able to determine where in the portal I can check whether I'm authorized to do a refund.\n\nChannel 1: Yeah. Sure. I can definitely look into that for you. So So let me just quickly pull the user access here. So you are utilizing us, Blinks, currently as a software?\n\nYep.\n\nChannel 0: Yeah. Our CRM is the Splink's.\n\nChannel 1: Yep. So everything looks like like transactions, they do come through from the software. So is there no option there by Splints to be able to process the refund?\n\nChannel 0: Let me check here.\n\nChannel 1: Yeah. They should\n\nChannel 0: So we should process the refund from the Sprints?\n\nChannel 1: that's correct. If the if the option there is available, do they have a feature? Because we can't see the software.\n\nChannel 0: Yeah. Let me try to go over again because earlier, I wasn't able to see any refund option as well from our CRM.\n\nChannel 1: Got it.\n\nChannel 0: Okay. One sec. Just double checking.\n\nChannel 1: No. That's okay.\n\nChannel 0: Thank\n\nChannel 1: I'll just\n\nChannel 0: you.\n\nChannel 1: check other things here as well just to make sure.\n\nChannel 0: So if I click the payment here option. Yeah. There is no icon or option to process a refund\n\nChannel 1: The\n\nChannel 0: from\n\nChannel 1: purchase\n\nChannel 0: the screen.\n\nChannel 1: is okay. Let me just quickly check. Just Yeah. So based on the configuration for Splinx that we have set up, it it does look like you can you should be able to process refunds from the software. Have you tried giving Splinx a call in regards to them walking you through the process of refunding from the software?\n\nChannel 0: No. Not yet.\n\nChannel 1: No?\n\nChannel 0: I've\n\nChannel 1: I\n\nChannel 0: reached out to you, Kai. So, technically,\n\nChannel 1: that's\n\nChannel 0: the process should be from the Spleenks and then to the merchant portal?\n\nChannel 1: Yes.\n\nChannel 0: Or\n\nChannel 1: So so\n\nChannel 0: we have\n\nChannel 1: yeah. I think Splink so Splink should have the the option to process it from there because when you do, we were able to see, you know, the refund of that transaction, like, the status pull through. Whereas in we can process a refund for you. If you're like us to do it, man, you know, on our end, we can process it. We just don't know whether that will sync back into the Splink software.\n\nSo\n\nChannel 0: Okay.\n\nChannel 1: the status will be showing as refund, but we're just not sure how that will speed back through the Splink software.\n\nChannel 0: So, normally, since, Splinks and the PayRx were integrated, the normal process to do a refund is via software to our CRM, not\n\nChannel 1: Yes.\n\nChannel 0: from the\n\nChannel 1: Based\n\nChannel 0: merchant\n\nChannel 1: on the\n\nChannel 0: portal.\n\nChannel 1: Yeah. Not from the merchant portal. Not from WorldPay portal, hence why you don't have that option enabled. So I would suggest speak with Splints first. Let them know that\n\nChannel 0: Mm-mm.\n\nChannel 1: you\n\nChannel 0: Mm-mm.\n\nChannel 1: are trying to process a refund. They might be able to walk you through or maybe something that they could enable on the end to have you process that refund. But based on, like, recent, you know, like, the configuration settings for Splinc itself, everything is being processed from the software.\n\nChannel 0: From the software.\n\nChannel 1: Yeah.\n\nChannel 0: Okay.\n\nChannel 1: Whereas in say say if it's urgent and you need us to complete a refund, we can do that for you. We just need a email in writing there. Melissa just advised us to refund a transaction on our end. I don't know how that will speak back into Splinx, but it could be a manual adjustment, like a manual recon part on your end. But, yeah, that that is the alternative option if you want us to process that refund from our side.\n\nYeah.\n\nChannel 0: Yeah. So I'll be sending, like, an email, the transaction amount, the last four of the bank account or card, and the\n\nChannel 1: Yep.\n\nChannel 0: amount to be refunded if\n\nChannel 1: Yep.\n\nChannel 0: necessary.\n\nChannel 1: Definitely. Or even if you've got the transaction ID, because that would help as well. Just put that through there that you'd like us to process a refund. Mention there as well if it's a full refund or a partial refund. Partial refund.\n\nYep. And just put the amount there, the partial amount there that you would like us to refund for.\n\nChannel 0: Okay. I got it. Thank you so much. I'll take note of this, and then I'll send the details via\n\nChannel 1: Okay. No worries, Melissa. Feel free to reach out if there's anything else.\n\nChannel 0: email. Sure. Thank you so much. Appreciate your time today. Have a great\n\nChannel 1: That's\n\nChannel 0: day.\n\nChannel 1: okay. You too.\n\nChannel 0: Mhmm. Goodbye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Worldpay for Platforms.","start":0.64,"end":2.6599998,"sentiment":"positive","sentiment_score":0.44229926807539804},{"text":"Please note your call may be recorded for training or security purposes.","start":3.04,"end":6.42,"sentiment":"neutral","sentiment_score":-0.0011419467628002167},{"text":"If you know the extension of the person you wish to speak to, please dial it now.","start":7.04,"end":11.139999,"sentiment":"neutral","sentiment_score":0.027648144346826217},{"text":"Otherwise, for sales, please press 2.","start":11.599999,"end":13.94,"sentiment":"neutral","sentiment_score":0.013659348090489706},{"text":"For client success or account management, please press 3.","start":14.195,"end":17.255,"sentiment":"neutral","sentiment_score":0.05581112971736325}],"sentiment":"neutral","sentiment_score":0.08111110245626346,"channel":1,"num_words":51,"start":0.64,"end":17.255},{"sentences":[{"text":"For general inquiries, please press 4.","start":17.555,"end":19.814999,"sentiment":"neutral","sentiment_score":0.021499469876289368},{"text":"To hear these options again, please press 5.","start":20.035,"end":22.535,"sentiment":"neutral","sentiment_score":0.020315090427175164},{"text":"Thank you.","start":22.835,"end":23.575,"sentiment":"neutral","sentiment_score":0.31683921813964844},{"text":"Hello.","start":42.165,"end":42.565,"sentiment":"neutral","sentiment_score":0.12077371776103972},{"text":"Welcome to Worldpay for Pampers.","start":42.565,"end":43.925,"sentiment":"neutral","sentiment_score":0.23306270837783813}],"sentiment":"neutral","sentiment_score":0.10051287448203022,"channel":1,"num_words":22,"start":17.555,"end":43.925},{"sentences":[{"text":"You're speaking with Missy.","start":43.925,"end":45.065,"sentiment":"neutral","sentiment_score":0.12011987343430519}],"sentiment":"neutral","sentiment_score":0.12011987343430519,"channel":1,"num_words":4,"start":43.925,"end":45.065},{"sentences":[{"text":"Hi, missy.","start":46.295002,"end":47.015,"sentiment":"neutral","sentiment_score":0.15162136405706406},{"text":"Good afternoon.","start":47.015,"end":47.835,"sentiment":"neutral","sentiment_score":0.2973287105560303},{"text":"This is Melissa from Airtel.","start":47.975002,"end":49.995003,"sentiment":"neutral","sentiment_score":0.18689608573913574}],"sentiment":"neutral","sentiment_score":0.20359784199131858,"channel":0,"num_words":9,"start":46.295002,"end":49.995003},{"sentences":[{"text":"Hi, Melissa.","start":50.725,"end":51.545,"sentiment":"neutral","sentiment_score":0.0980422906577587}],"sentiment":"neutral","sentiment_score":0.0980422906577587,"channel":1,"num_words":2,"start":50.725,"end":51.545},{"sentences":[{"text":"My full name is Melissa Ignacio.","start":54.28,"end":56.14,"sentiment":"neutral","sentiment_score":0.09728262697656949},{"text":"My email address is melissa@airtel.matt.au.","start":56.36,"end":60.699997,"sentiment":"neutral","sentiment_score":0.06967506632208824}],"sentiment":"neutral","sentiment_score":0.0847337357699871,"channel":0,"num_words":11,"start":54.28,"end":60.699997},{"sentences":[{"text":"Thank you.","start":61.53,"end":62.33,"sentiment":"positive","sentiment_score":0.3887244313955307},{"text":"And I'm just gonna pull up the account information.","start":62.33,"end":66.605,"sentiment":"neutral","sentiment_score":0.17750877307520974},{"text":"Won't be too long there, Melissa.","start":67.145,"end":68.685,"sentiment":"neutral","sentiment_score":0.009646880440413952}],"sentiment":"neutral","sentiment_score":0.1431123001829666,"channel":1,"num_words":17,"start":61.53,"end":68.685},{"sentences":[{"text":"Thank you.","start":69.435,"end":70.255,"sentiment":"neutral","sentiment_score":0.23376338183879852}],"sentiment":"neutral","sentiment_score":0.23376338183879852,"channel":0,"num_words":2,"start":69.435,"end":70.255},{"sentences":[{"text":"Sorry.","start":73.625,"end":73.865,"sentiment":"neutral","sentiment_score":-0.018929004669189453},{"text":"If you could just repeat that, the email address that you","start":73.865,"end":77.245,"sentiment":"neutral","sentiment_score":-0.011731896041469141}],"sentiment":"neutral","sentiment_score":-0.012331655093779167,"channel":1,"num_words":12,"start":73.625,"end":77.245},{"sentences":[{"text":"Sure.","start":76.955,"end":77.455,"sentiment":"neutral","sentiment_score":0.015095122158527374}],"sentiment":"neutral","sentiment_score":0.015095122158527374,"channel":0,"num_words":1,"start":76.955,"end":77.455},{"sentences":[{"text":"just got at.","start":77.625,"end":78.265,"sentiment":"neutral","sentiment_score":0.015959656797349453}],"sentiment":"neutral","sentiment_score":0.015959656797349453,"channel":1,"num_words":3,"start":77.625,"end":78.265},{"sentences":[{"text":"Melissa","start":78.075,"end":78.575,"sentiment":"neutral","sentiment_score":0.045351412147283554}],"sentiment":"neutral","sentiment_score":0.045351412147283554,"channel":0,"num_words":1,"start":78.075,"end":78.575},{"sentences":[{"text":"Yep.","start":78.265,"end":78.765,"sentiment":"neutral","sentiment_score":0.036765098571777344}],"sentiment":"neutral","sentiment_score":0.036765098571777344,"channel":1,"num_words":1,"start":78.265,"end":78.765},{"sentences":[{"text":"@airtel.net.au.","start":78.875,"end":81.695,"sentiment":"neutral","sentiment_score":0.056855689734220505}],"sentiment":"neutral","sentiment_score":0.056855689734220505,"channel":0,"num_words":1,"start":78.875,"end":81.695},{"sentences":[{"text":"Perfect.","start":82.31,"end":82.71,"sentiment":"positive","sentiment_score":0.5590260028839111},{"text":"Thanks for that, Melissa.","start":82.71,"end":83.67,"sentiment":"positive","sentiment_score":0.6415407806634903},{"text":"How can I help you today?","start":83.67,"end":84.89,"sentiment":"positive","sentiment_score":0.4405568838119507}],"sentiment":"positive","sentiment_score":0.5244118571281433,"channel":1,"num_words":11,"start":82.31,"end":84.89},{"sentences":[{"text":"Yeah.","start":85.5,"end":85.9,"sentiment":"neutral","sentiment_score":0.008633771911263466},{"text":"I'm just calling in to check whether we have an option to process a refund through our merchant account portal.","start":85.9,"end":92.48,"sentiment":"neutral","sentiment_score":-0.04646058920770883},{"text":"I was able to review the refund process, 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software?","start":150.955,"end":154.655,"sentiment":"neutral","sentiment_score":0.004082527849823237}],"sentiment":"neutral","sentiment_score":0.07040957580771177,"channel":1,"num_words":31,"start":104.225,"end":154.655},{"sentences":[{"text":"Yep.","start":155.275,"end":155.775,"sentiment":"neutral","sentiment_score":0.004143528640270233}],"sentiment":"neutral","sentiment_score":0.004143528640270233,"channel":1,"num_words":1,"start":155.275,"end":155.775},{"sentences":[{"text":"Yeah.","start":156.115,"end":156.435,"sentiment":"neutral","sentiment_score":0.0034062396734952927},{"text":"Our CRM is the Splink's.","start":156.435,"end":158.215,"sentiment":"neutral","sentiment_score":0.0003500690683722496}],"sentiment":"neutral","sentiment_score":0.0008594308358927568,"channel":0,"num_words":6,"start":156.115,"end":158.215},{"sentences":[{"text":"Yep.","start":159.67499,"end":160.17499,"sentiment":"neutral","sentiment_score":0.01499982737004757},{"text":"So everything looks like like 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well just to make sure.","start":222.315,"end":225.295,"sentiment":"neutral","sentiment_score":0.13463118821382522}],"sentiment":"neutral","sentiment_score":0.13463118821382522,"channel":1,"num_words":10,"start":222.315,"end":225.295},{"sentences":[{"text":"So if I click the payment here option.","start":231.88,"end":238.62001,"sentiment":"neutral","sentiment_score":0.025197800947353244},{"text":"Yeah.","start":239.32,"end":239.72,"sentiment":"neutral","sentiment_score":-0.04465756565332413},{"text":"There is no icon or option to process a 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Kai.","start":291.9,"end":293.28,"sentiment":"neutral","sentiment_score":0.025536395236849786},{"text":"So, technically,","start":293.34,"end":294.755,"sentiment":"neutral","sentiment_score":0.025296811014413834}],"sentiment":"neutral","sentiment_score":0.025467942601868084,"channel":0,"num_words":7,"start":291.9,"end":294.755},{"sentences":[{"text":"that's","start":294.26,"end":294.76,"sentiment":"neutral","sentiment_score":0.025532191619277}],"sentiment":"neutral","sentiment_score":0.025532191619277,"channel":1,"num_words":1,"start":294.26,"end":294.76},{"sentences":[{"text":"the process should be from the Spleenks and then to the merchant 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a refund.","start":366.075,"end":367.61502,"sentiment":"neutral","sentiment_score":0.015486903178195158},{"text":"They might be able to walk you through or maybe something that they could enable on the end to have you process that refund.","start":367.67502,"end":373.37,"sentiment":"neutral","sentiment_score":0.06947179821630318},{"text":"But based on, like, recent, you know, like, the configuration settings for Splinc itself, everything is being processed from the software.","start":373.51,"end":382.49,"sentiment":"neutral","sentiment_score":0.0008924663499263781}],"sentiment":"neutral","sentiment_score":0.03488208567860591,"channel":1,"num_words":51,"start":366.075,"end":382.49},{"sentences":[{"text":"From the software.","start":383.235,"end":384.055,"sentiment":"neutral","sentiment_score":-0.006654071311155955}],"sentiment":"neutral","sentiment_score":-0.006654071311155955,"channel":0,"num_words":3,"start":383.235,"end":384.055},{"sentences":[{"text":"Yeah.","start":384.385,"end":384.70502,"sentiment":"neutral","sentiment_score":0.03066129609942436}],"sentiment":"neutral","sentiment_score":0.03066129609942436,"channel":1,"num_words":1,"start":384.385,"end":384.70502},{"sentences":[{"text":"Okay.","start":384.51498,"end":385.01498,"sentiment":"neutral","sentiment_score":0.045864515006542206}],"sentiment":"neutral","sentiment_score":0.045864515006542206,"channel":0,"num_words":1,"start":384.51498,"end":385.01498},{"sentences":[{"text":"Whereas in say say if it's urgent and you need us to complete a refund, we can do that for you.","start":384.70502,"end":390.225,"sentiment":"neutral","sentiment_score":0.02828947649825187},{"text":"We just need a email in writing there.","start":390.225,"end":392.48502,"sentiment":"neutral","sentiment_score":0.027938107261434197},{"text":"Melissa just advised us to refund a transaction on our end.","start":392.545,"end":396.64502,"sentiment":"neutral","sentiment_score":0.044818942519751465},{"text":"I don't know how that will speak back into Splinx, but it could be a manual adjustment, like a manual recon part on your end.","start":396.70502,"end":404.7,"sentiment":"neutral","sentiment_score":-0.017073260508477687},{"text":"But, yeah, that that is the alternative option if you want us to process that refund from our side.","start":404.7,"end":410.72,"sentiment":"neutral","sentiment_score":0.031168345361948013}],"sentiment":"neutral","sentiment_score":0.01757094382663213,"channel":1,"num_words":84,"start":384.70502,"end":410.72},{"sentences":[{"text":"Yeah.","start":410.78,"end":411.28,"sentiment":"neutral","sentiment_score":0.06147564947605133}],"sentiment":"neutral","sentiment_score":0.06147564947605133,"channel":1,"num_words":1,"start":410.78,"end":411.28},{"sentences":[{"text":"Yeah.","start":411.265,"end":411.58502,"sentiment":"neutral","sentiment_score":0.06558340787887573},{"text":"So I'll be sending, like, an email, the transaction amount, the last four of the bank account or card, and the","start":411.58502,"end":418.225,"sentiment":"neutral","sentiment_score":0.0562625809439591}],"sentiment":"neutral","sentiment_score":0.05668625489554622,"channel":0,"num_words":22,"start":411.265,"end":418.225},{"sentences":[{"text":"Yep.","start":418.195,"end":418.695,"sentiment":"neutral","sentiment_score":0.03618915379047394}],"sentiment":"neutral","sentiment_score":0.03618915379047394,"channel":1,"num_words":1,"start":418.195,"end":418.695},{"sentences":[{"text":"amount to be refunded if","start":418.225,"end":420.165,"sentiment":"neutral","sentiment_score":0.039900219067931175}],"sentiment":"neutral","sentiment_score":0.039900219067931175,"channel":0,"num_words":5,"start":418.225,"end":420.165},{"sentences":[{"text":"Yep.","start":419.95502,"end":420.45502,"sentiment":"neutral","sentiment_score":0.017370522022247314}],"sentiment":"neutral","sentiment_score":0.017370522022247314,"channel":1,"num_words":1,"start":419.95502,"end":420.45502},{"sentences":[{"text":"necessary.","start":420.465,"end":420.965,"sentiment":"neutral","sentiment_score":0.04126324877142906}],"sentiment":"neutral","sentiment_score":0.04126324877142906,"channel":0,"num_words":1,"start":420.465,"end":420.965},{"sentences":[{"text":"Definitely.","start":420.595,"end":421.095,"sentiment":"neutral","sentiment_score":0.1067005842924118},{"text":"Or even if you've got the transaction ID, because that would help as well.","start":421.23502,"end":424.59,"sentiment":"neutral","sentiment_score":0.08490555467350143},{"text":"Just put that through there that you'd like us to process a refund.","start":425.07,"end":429.25,"sentiment":"neutral","sentiment_score":0.07579033134075311},{"text":"Mention there as well if it's a full refund or a partial refund.","start":429.94998,"end":433.72998,"sentiment":"neutral","sentiment_score":0.011656787747947069},{"text":"Partial refund.","start":434.99,"end":435.97,"sentiment":"neutral","sentiment_score":0.01137477345764637}],"sentiment":"neutral","sentiment_score":0.057091638250926204,"channel":1,"num_words":43,"start":420.595,"end":435.97},{"sentences":[{"text":"Yep.","start":436.03,"end":436.51,"sentiment":"neutral","sentiment_score":0.05147411674261093},{"text":"And just put the amount there, the partial amount there that you would like us to refund for.","start":436.51,"end":442.275,"sentiment":"neutral","sentiment_score":0.02901487911327018}],"sentiment":"neutral","sentiment_score":0.030196944251656532,"channel":1,"num_words":19,"start":436.03,"end":442.275},{"sentences":[{"text":"Okay.","start":443.06497,"end":443.54498,"sentiment":"neutral","sentiment_score":0.11544804275035858},{"text":"I got it.","start":443.54498,"end":444.26498,"sentiment":"neutral","sentiment_score":0.17142380277315775},{"text":"Thank you so much.","start":444.26498,"end":445.22498,"sentiment":"positive","sentiment_score":0.5752495527267456},{"text":"I'll take note of this, and then I'll send the details via","start":445.22498,"end":449.13,"sentiment":"neutral","sentiment_score":0.19614222149054208}],"sentiment":"neutral","sentiment_score":0.26422121599316595,"channel":0,"num_words":20,"start":443.06497,"end":449.13},{"sentences":[{"text":"Okay.","start":449.775,"end":450.275,"sentiment":"neutral","sentiment_score":0.1551842987537384},{"text":"No worries, Melissa.","start":450.335,"end":451.375,"sentiment":"neutral","sentiment_score":0.21347403526306152},{"text":"Feel free to reach out if there's anything else.","start":451.375,"end":453.555,"sentiment":"neutral","sentiment_score":0.20041255487336052}],"sentiment":"neutral","sentiment_score":0.1999476460310129,"channel":1,"num_words":13,"start":449.775,"end":453.555},{"sentences":[{"text":"email.","start":453.66998,"end":454.16998,"sentiment":"neutral","sentiment_score":0.13960568606853485},{"text":"Sure.","start":455.11,"end":455.50998,"sentiment":"positive","sentiment_score":0.34486961364746094},{"text":"Thank you so much.","start":455.50998,"end":456.55,"sentiment":"positive","sentiment_score":0.6425275206565857},{"text":"Appreciate your time today.","start":456.55,"end":458.15,"sentiment":"positive","sentiment_score":0.670589417219162},{"text":"Have a great","start":458.15,"end":458.71,"sentiment":"positive","sentiment_score":0.632666806379954}],"sentiment":"positive","sentiment_score":0.5873033438737576,"channel":0,"num_words":13,"start":453.66998,"end":458.71},{"sentences":[{"text":"That's","start":458.55295,"end":458.87296,"sentiment":"positive","sentiment_score":0.4668564200401306}],"sentiment":"positive","sentiment_score":0.4668564200401306,"channel":1,"num_words":1,"start":458.55295,"end":458.87296},{"sentences":[{"text":"day.","start":458.71,"end":459.21,"sentiment":"positive","sentiment_score":0.4551227688789368}],"sentiment":"positive","sentiment_score":0.4551227688789368,"channel":0,"num_words":1,"start":458.71,"end":459.21},{"sentences":[{"text":"okay.","start":458.87296,"end":459.37296,"sentiment":"neutral","sentiment_score":0.2347804605960846},{"text":"You too.","start":459.51294,"end":460.25296,"sentiment":"neutral","sentiment_score":0.18238189816474915}],"sentiment":"neutral","sentiment_score":0.19984808564186096,"channel":1,"num_words":3,"start":458.87296,"end":460.25296},{"sentences":[{"text":"Mhmm.","start":460.22998,"end":460.72998,"sentiment":"neutral","sentiment_score":0.05095227435231209},{"text":"Goodbye.","start":460.78998,"end":461.28998,"sentiment":"neutral","sentiment_score":0.1938827931880951}],"sentiment":"neutral","sentiment_score":0.12241753377020359,"channel":0,"num_words":2,"start":460.22998,"end":461.28998},{"sentences":[{"text":"Bye.","start":460.87296,"end":461.37296,"sentiment":"neutral","sentiment_score":-0.07991842180490494}],"sentiment":"neutral","sentiment_score":-0.07991842180490494,"channel":1,"num_words":1,"start":460.87296,"end":461.37296}]},"summary":{"result":"success","short":"A customer calls Worldpay for Platforms to inquire about a refund process for a merchant account. The agent informs the customer that they can process the refund from the Spleenks software, but it may not be processed from the merchant portal. The agent advises the customer to speak with Splints to see if they can help with the refund and provides instructions for the customer to send an email with the transaction amount and last four digits of their bank account information."},"intents":{"segments":[{"text":"I'm just calling in to check whether we have an option to process a refund through our merchant account portal. I was able to review the refund process, but Mhmm. I'm able to determine where in the portal I can check whether I'm authorized to do a refund. Yeah. Sure.","start_word":149,"end_word":198,"intents":[{"intent":"Request refund","confidence_score":0.18156576}]},{"text":"So based on the configuration for Splinx that we have set up, it it does look like you can you should be able to process refunds from the software. Have you tried giving Splinx a call in regards to them walking you through the process of refunding from the software? No. Not yet. No?","start_word":382,"end_word":435,"intents":[{"intent":"Process refunds","confidence_score":0.317629},{"intent":"Process refunds","confidence_score":0.19160728}]},{"text":"Not from the merchant portal. Not from WorldPay portal, hence why you don't have that option enabled.","start_word":596,"end_word":612,"intents":[{"intent":"Dial merchant portal","confidence_score":0.0015457041}]},{"text":"are trying to process a refund. They might be able to walk you through or maybe something that they could enable on the end to have you process that refund.","start_word":628,"end_word":657,"intents":[{"intent":"Process refund","confidence_score":0.4860878}]},{"text":"Melissa just advised us to refund a transaction on our end. I don't know how that will speak back into Splinx, but it could be a manual adjustment, like a manual recon part on your end. But, yeah, that that is the alternative option if you want us to process that refund from our side.","start_word":713,"end_word":767,"intents":[{"intent":"Process transaction","confidence_score":0.07505958}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Worldpay for Platforms.","start_word":0,"end_word":6,"sentiment":"positive","sentiment_score":0.4424903988838196},{"text":"Please note your call may be recorded for training or security purposes. If you know the extension of the person you wish to speak to, please dial it now. Otherwise, for sales, please press 2. For client success or account management, please press 3. For general inquiries, please press 4. To hear these options again, please press 5. Thank you. Hello. Welcome to Worldpay for Pampers. You're speaking with Missy. Hi, missy. Good afternoon. This is Melissa from Airtel. Hi, Melissa. My full name is Melissa Ignacio. My email address is melissa@airtel.matt.au.","start_word":7,"end_word":98,"sentiment":"neutral","sentiment_score":0.0864606648683548},{"text":"Thank you.","start_word":99,"end_word":100,"sentiment":"positive","sentiment_score":0.3868604600429535},{"text":"And I'm just gonna pull up the account information. Won't be too long there, Melissa. Thank you. Sorry. If you could just repeat that, the email address that you Sure. just got at. Melissa Yep. @airtel.net.au.","start_word":101,"end_word":136,"sentiment":"neutral","sentiment_score":0.06408029049634933},{"text":"Perfect. Thanks for that, Melissa. How can I help you today?","start_word":137,"end_word":147,"sentiment":"positive","sentiment_score":0.5276098251342773},{"text":"Yeah. I'm just calling in to check whether we have an option to process a refund through our merchant account portal. I was able to review the refund process, but Mhmm. I'm able to determine where in the portal I can check whether I'm authorized to do a refund. Yeah. Sure. I can definitely look into that for you. So So let me just quickly pull the user access here. So you are utilizing us, Blinks, currently as a software? Yep. Yeah. Our CRM is the Splink's. Yep. So everything looks like like transactions, they do come through from the software. So is there no option there by Splints to be able to process the refund? Let me check here. Yeah. They should So we should process the refund from the Sprints? that's correct. If the if the option there is available, do they have a feature?","start_word":148,"end_word":294,"sentiment":"neutral","sentiment_score":-0.01122699398547411},{"text":"Because we can't see the software.","start_word":295,"end_word":300,"sentiment":"negative","sentiment_score":-0.42752498388290405},{"text":"Yeah. Let me try to go over again because earlier, I wasn't able to see any refund option as well from our CRM. Got it. Okay. One sec. Just double checking. No. That's okay.","start_word":301,"end_word":334,"sentiment":"neutral","sentiment_score":-0.09912797063589096},{"text":"Thank I'll just you.","start_word":335,"end_word":338,"sentiment":"positive","sentiment_score":0.4188368618488312},{"text":"check other things here as well just to make sure. So if I click the payment here option. Yeah. There is no icon or option to process a refund The from purchase the screen. is okay. Let me just quickly check. Just Yeah. So based on the configuration for Splinx that we have set up, it it does look like you can you should be able to process refunds from the software. Have you tried giving Splinx a call in regards to them walking you through the process of refunding from the software? No. Not yet. No? I've I reached out to you, Kai. So, technically, that's the process should be from the Spleenks and then to the merchant portal? Yes. Or So we so have yeah. I think Splink so Splink should have the the option to process it from there because when you do, we were able to see, you know, the refund of that transaction, like, the status pull through. Whereas in we can process a refund for you. If you're like us to do it, man, you know, on our end, we can process it. We just don't know whether that will sync back into the Splink software. So Okay. the status will be showing as refund, but we're just not sure how that will speed back through the Splink software. So, normally, since, Splinks and the PayRx were integrated, the normal process to do a refund is via software to our CRM, not Yes. from the Based merchant on the portal. Yeah. Not from the merchant portal. Not from WorldPay portal, hence why you don't have that option enabled. So I would suggest speak with Splints first. Let them know that Mm-mm. you Mm-mm. are trying to process a refund. They might be able to walk you through or maybe something that they could enable on the end to have you process that refund. But based on, like, recent, you know, like, the configuration settings for Splinc itself, everything is being processed from the software. From the software. Yeah. Okay. Whereas in say say if it's urgent and you need us to complete a refund, we can do that for you. We just need a email in writing there. Melissa just advised us to refund a transaction on our end. I don't know how that will speak back into Splinx, but it could be a manual adjustment, like a manual recon part on your end. But, yeah, that that is the alternative option if you want us to process that refund from our side. Yeah. Yeah. So I'll be sending, like, an email, the transaction amount, the last four of the bank account or card, and the Yep. amount to be refunded if Yep. necessary. Definitely. Or even if you've got the transaction ID, because that would help as well. Just put that through there that you'd like us to process a refund. Mention there as well if it's a full refund or a partial refund. Partial refund. Yep. And just put the amount there, the partial amount there that you would like us to refund for. Okay. I got it.","start_word":339,"end_word":864,"sentiment":"neutral","sentiment_score":0.01754844426522704},{"text":"Thank you so much.","start_word":865,"end_word":868,"sentiment":"positive","sentiment_score":0.5720524787902832},{"text":"I'll take note of this, and then I'll send the details via Okay. No worries, Melissa. Feel free to reach out if there's anything else. email.","start_word":869,"end_word":894,"sentiment":"neutral","sentiment_score":0.1960107982158661},{"text":"Sure. Thank you so much. Appreciate your time today. Have a great That's day.","start_word":895,"end_word":908,"sentiment":"positive","sentiment_score":0.5817580223083496},{"text":"okay. You too. Mhmm. Goodbye. Bye.","start_word":909,"end_word":914,"sentiment":"neutral","sentiment_score":0.14717196921507517}],"average":{"sentiment":"neutral","sentiment_score":0.046653521942257414}}}}