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Melanie, we are happy to have you with us, and I'm just calling you to confirm that your invoice with the payment instructions for your express postage for your router has been sent via email. Could you please check if you got it just to make sure? Oh, I'm so sorry. But what happened? I I thought you're speaking to Oh, Maison, your service has been activated. So if you cancel it No. Once your service has been activated in progress, if you cancel it, you are liable to pay a early termination fees because you've agreed to activate order process the order through our sales rep. So it was submitted to our technical team. They accordingly process and activate your services and confirm which plan you would like, which contract. So if you will be cancelling no. No. Oh, the the SMS? The SMS says, router delivered via Australia Post within four to five business days. Express delivery is available for additional $10. So it means to say it's the same thing what have discussed to you. The standard delivery is $20, And then if you wanted to make it as express, add the $10, so in total of $30. That's the meaning of the SMS. Hello. You're pertaining with the SMS. I'm looking on the SMS that was sent to you by our technical team. It says on here, dear Melanie Mason, thank you for choosing Airtel Australia. We are pleased to confirm that your Internet service has been successfully activated, and billing has now commenced. And then it says here, router will be delivered by Australian Post within four to five business days. So that's the one our the Paula, our sales rep discussed to you. It will be a $20 delivery for Standard. Okay. I'll go ahead and ask the person that you spoke in reference with this because I don't want this. However, your service has been activated. 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Good afternoon. This is Airtel accounts. Am I speaking to miss Melanie Mason? Hi.\n\nHow are you today? That's great to hear. Melanie, we are happy to have you with us, and I'm just calling you to confirm that your invoice with the payment instructions for your express postage for your router has been sent via email. Could you please check if you got it just to make sure? Oh, I'm so sorry.\n\nBut what happened? I I thought you're speaking to Oh, Maison, your service has been activated. So if you cancel it No. Once your service has been activated in progress, if you cancel it, you are liable to pay a early termination fees because you've agreed to activate order process the order through our sales rep. So it was submitted to our technical team.\n\nThey accordingly process and activate your services and confirm which plan you would like, which contract. So if you will be cancelling no. No. Oh, the the SMS? 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Speaking. Yeah. Good. I have checked I I have checked and I've I I just decided I wanna cancel the whole lot. I I wanna cancel the whole contract. I don't I don't wanna go ahead with you guys. I don't wanna go ahead with your service. Thanks. Yeah. No. No. No. I was. And I was I was trying to do I thought I was doing monthly, then I thought I was doing three monthly, then I was talking to do a two a year, then I mean, then two years. And then it says to me $10 for twenty four hour emergency delivery. Now you're just charging me $30. I just wanna cancel the whole lot. I'll go through someone else. I'm not I yeah. No. Oh, I I I have no. No. No. I have a cooling off period. Yeah. Of twenty four hours. Yeah. At least that. It's not a few days or a week. No. I I don't wanna go through you guys. You just Yeah. But you said that you keep you keep you keep adding on prices. You keep adding on more money. That wasn't on the contract. Yes. Yes. You are. You're talking to me to start to pay an extra $30 when you just text me ten minutes ago and said it was $10. Now you're telling me it's $30. Yes. No. That's not what it says. No. No. No. No. That's not what it says. No. You're wrong. It doesn't say that. It says $10 for for business for express delivery, one day. No. It doesn't say that. It says 40 No. No. No. No. I just spoke to somebody and they said to me, I will get the the modem for free. And it doesn't if you keep reading, it says $10 for one express fee. It doesn't say no. You're reading it wrong. It's wrong. Hang hang on. You're being rude. No. You're being rude because, yeah, I'm being charged for something you haven't even got. No. Sorry. 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Speaking. Yeah. Good. I have checked I I have checked and I've I I just decided I wanna cancel the whole lot.\n\nI I wanna cancel the whole contract. I don't I don't wanna go ahead with you guys. I don't wanna go ahead with your service. Thanks. Yeah.\n\nNo. No. No. I was. And I was I was trying to do I thought I was doing monthly, then I thought I was doing three monthly, then I was talking to do a two a year, then I mean, then two years.\n\nAnd then it says to me $10 for twenty four hour emergency delivery. Now you're just charging me $30. I just wanna cancel the whole lot. I'll go through someone else. I'm not I yeah.\n\nNo. Oh, I I I have no. No. No. I have a cooling off period.\n\nYeah. Of twenty four hours. Yeah. At least that. It's not a few days or a week.\n\nNo. I I don't wanna go through you guys. You just Yeah. But you said that you keep you keep you keep adding on prices. You keep adding on more money.\n\nThat wasn't on the contract. Yes. Yes. You are. You're talking to me to start to pay an extra $30 when you just text me ten minutes ago and said it was $10.\n\nNow you're telling me it's $30. Yes. No. That's not what it says. No.\n\nNo. No. No. That's not what it says. No.\n\nYou're wrong. It doesn't say that. It says $10 for for business for express delivery, one day. No. It doesn't say that.\n\nIt says 40 No. No. No. No. I just spoke to somebody and they said to me, I will get the the modem for free.\n\nAnd it doesn't if you keep reading, it says $10 for one express fee. It doesn't say no. You're reading it wrong. It's wrong. Hang hang on.\n\nYou're being rude. No. You're being rude because, yeah, I'm being charged for something you haven't even got. 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Good afternoon. This is Airtel accounts. Am I speaking to miss Melanie Mason?\n\nChannel 1: Yes. Speaking.\n\nChannel 0: Hi. How are you today?\n\nChannel 1: Yeah. Good.\n\nChannel 0: That's great to hear. Melanie, we are happy to have you with us, and I'm just calling you to confirm that your invoice with the payment instructions for your express postage for your router has been sent via email. Could you please check if you got it just to\n\nChannel 1: I\n\nChannel 0: make\n\nChannel 1: have\n\nChannel 0: sure?\n\nChannel 1: checked I I have checked and I've I I just decided I wanna cancel the whole lot. I I wanna cancel the whole contract. I don't I don't wanna go ahead with you guys. I don't wanna go ahead with your service. Thanks.\n\nChannel 0: Oh, I'm so sorry. But what happened? I I thought\n\nChannel 1: Yeah.\n\nChannel 0: you're\n\nChannel 1: No.\n\nChannel 0: speaking\n\nChannel 1: No. No.\n\nChannel 0: to\n\nChannel 1: I was. And I was I was trying to do I thought I was doing monthly, then I thought I was doing three monthly, then I was talking to do a two a year, then I mean, then two years. And then it says to me $10 for twenty four hour emergency delivery. Now you're just charging me $30. I just wanna cancel the whole lot.\n\nI'll go through someone else. I'm not\n\nChannel 0: Oh,\n\nChannel 1: I yeah. No.\n\nChannel 0: Maison, your service has been activated.\n\nChannel 1: Oh, I I\n\nChannel 0: So\n\nChannel 1: I have\n\nChannel 0: if you cancel it\n\nChannel 1: no. No. No. I have a cooling off period. Yeah.\n\nOf twenty four hours. Yeah. At least that. It's not a few days or a week. No.\n\nI I don't wanna go through you guys. You just\n\nChannel 0: No. Once your service has been activated in progress, if you cancel it, you are liable to pay a early termination fees because you've agreed to activate order process the order through our sales rep. So it was submitted to our technical team. They accordingly process and activate your services and confirm which plan you would like, which contract.\n\nChannel 1: Yeah.\n\nChannel 0: So\n\nChannel 1: But\n\nChannel 0: if\n\nChannel 1: you\n\nChannel 0: you\n\nChannel 1: said\n\nChannel 0: will\n\nChannel 1: that\n\nChannel 0: be\n\nChannel 1: you keep\n\nChannel 0: cancelling\n\nChannel 1: you keep you keep adding on prices. You keep adding on more money. That wasn't on\n\nChannel 0: no.\n\nChannel 1: the contract. Yes. Yes. You are. You're talking to me to start to pay an extra $30 when you just text me ten minutes ago and said it was $10.\n\nNow you're telling me it's $30.\n\nChannel 0: No. Oh, the the SMS? The SMS says, router delivered via Australia Post within four to five business days. Express delivery is available for additional $10. So\n\nChannel 1: Yes.\n\nChannel 0: it means to say it's the same thing what have discussed to you. The standard delivery is $20, And then if you wanted to make it as express, add the $10, so in total of $30. That's\n\nChannel 1: No. That's\n\nChannel 0: the\n\nChannel 1: not\n\nChannel 0: meaning\n\nChannel 1: what it\n\nChannel 0: of\n\nChannel 1: says.\n\nChannel 0: the SMS.\n\nChannel 1: No. No. No. No. That's not what it says.\n\nNo. You're wrong. It doesn't say that. It says $10 for for business for express delivery, one day. No.\n\nIt doesn't say that. It says 40\n\nChannel 0: Hello. You're pertaining with the SMS. I'm looking on the SMS that was sent to you by our technical team. It says on here, dear Melanie Mason, thank you for choosing Airtel Australia. We are pleased to confirm that your Internet service has been successfully activated, and billing has now commenced.\n\nAnd then it says here, router will be delivered by Australian Post within four to five business days. So that's the one our the Paula, our sales rep discussed to you. It will be a $20 delivery\n\nChannel 1: No.\n\nChannel 0: for Standard.\n\nChannel 1: No. No. No. I just spoke to somebody and they said to me, I will get the the modem for free. And it doesn't if you keep reading, it says $10 for one express fee.\n\nIt doesn't say no. You're reading it wrong. It's wrong.\n\nChannel 0: Okay. I'll go ahead and ask the person that you spoke in reference with this because I don't want this. However, your service has been activated. If you will be canceling it,\n\nChannel 1: Hang\n\nChannel 0: you\n\nChannel 1: hang on.\n\nChannel 0: are\n\nChannel 1: You're\n\nChannel 0: liable\n\nChannel 1: being rude.\n\nChannel 0: to pay\n\nChannel 1: No.\n\nChannel 0: the\n\nChannel 1: You're being rude because, yeah, I'm being charged for something you haven't even got. No. Sorry. No.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.36,"end":3.6799998,"sentiment":"neutral","sentiment_score":0.0587480291724205},{"text":"Good afternoon.","start":3.6799998,"end":4.5,"sentiment":"neutral","sentiment_score":0.15173378959298134},{"text":"This is Airtel accounts.","start":4.64,"end":6.24,"sentiment":"neutral","sentiment_score":0.1007931511849165},{"text":"Am I speaking to miss Melanie 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The representative tries to convince Melanie to cancel the whole contract, but Melanie insists on canceling and adding more prices. The representative explains that Melanie is liable for early termination fees if she cancels the contract, but she can pay an additional $10 if she cancels."},"intents":{"segments":[{"text":"Melanie, we are happy to have you with us, and I'm just calling you to confirm that your invoice with the payment instructions for your express postage for your router has been sent via email.","start_word":27,"end_word":61,"intents":[{"intent":"Confirm invoice","confidence_score":0.75630355}]},{"text":"checked I I have checked and I've I I just decided I wanna cancel the whole lot. I I wanna cancel the whole contract. I don't I don't wanna go ahead with you guys. I don't wanna go ahead with your service. 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Yeah.","start_word":0,"end_word":21,"sentiment":"neutral","sentiment_score":0.1268496215343475},{"text":"Good. That's great to hear. Melanie, we are happy to have you with us, and I'm just calling you to confirm that your invoice with the payment instructions for your express postage for your router has been sent via email.","start_word":22,"end_word":61,"sentiment":"positive","sentiment_score":0.4671793282032013},{"text":"Could you please check if you got it just to I make have sure?","start_word":62,"end_word":75,"sentiment":"neutral","sentiment_score":0.0896231085062027},{"text":"checked I I have checked and I've I I just decided I wanna cancel the whole lot. I I wanna cancel the whole contract. I don't I don't wanna go ahead with you guys. I don't wanna go ahead with your service.","start_word":76,"end_word":117,"sentiment":"negative","sentiment_score":-0.40388023853302},{"text":"Thanks. Oh, I'm so sorry. But what happened? 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It's not a few days or a week. No.","start_word":207,"end_word":255,"sentiment":"neutral","sentiment_score":-0.1262507438659668},{"text":"I I don't wanna go through you guys.","start_word":256,"end_word":263,"sentiment":"negative","sentiment_score":-0.3377496898174286},{"text":"You just No. Once your service has been activated in progress, if you cancel it, you are liable to pay a early termination fees because you've agreed to activate order process the order through our sales rep. So it was submitted to our technical team. They accordingly process and activate your services and confirm which plan you would like, which contract. Yeah.","start_word":264,"end_word":325,"sentiment":"neutral","sentiment_score":-0.2017897367477417},{"text":"So But if you you said will that be you keep cancelling you keep you keep adding on prices. You keep adding on more money. That wasn't on no.","start_word":326,"end_word":354,"sentiment":"negative","sentiment_score":-0.502206563949585},{"text":"the contract. Yes. Yes. You are. You're talking to me to start to pay an extra $30 when you just text me ten minutes ago and said it was $10. Now you're telling me it's $30. No. Oh, the the SMS? The SMS says, router delivered via Australia Post within four to five business days. Express delivery is available for additional $10. So Yes. it means to say it's the same thing what have discussed to you. The standard delivery is $20, And then if you wanted to make it as express, add the $10, so in total of $30. That's No.","start_word":355,"end_word":456,"sentiment":"neutral","sentiment_score":-0.06872089952230453},{"text":"That's the not meaning what it of says.","start_word":457,"end_word":464,"sentiment":"negative","sentiment_score":-0.4366692900657654},{"text":"the SMS. 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If you will be canceling it, Hang you hang on.","start_word":638,"end_word":673,"sentiment":"neutral","sentiment_score":-0.2772729992866516},{"text":"are You're liable being rude. to pay No. the You're being rude because, yeah, I'm being charged for something you haven't even got.","start_word":674,"end_word":696,"sentiment":"negative","sentiment_score":-0.6005029082298279},{"text":"No. Sorry.","start_word":697,"end_word":698,"sentiment":"neutral","sentiment_score":-0.2611432671546936},{"text":"No.","start_word":699,"end_word":699,"sentiment":"negative","sentiment_score":-0.520210862159729}],"average":{"sentiment":"neutral","sentiment_score":-0.1400865414268092}}}}