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My name is Mary. May I have your name, please? Hello. Good morning.\n\nI'm sorry. If you can yes. Hello? Okay. I'm so sorry to hear that, Sam.\n\nAs you mentioned earlier, the Airtel SIM was purchased or was previously planned under Airtel India. Correct? Yeah. For this one, ma'am, we advise customer to please contact Airtel India directly as Airtel Australia and Airtel India is being run separately. So we only cater customers within Airtel Australia.\n\nYeah. Mhmm. Yeah. Yeah. Thank you.\n\nThank you. Have a great day. 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Hello? Hi. My name is Prem. Actually, I'm using a Apple SIM, which I purchased from India. But the SIM is not working. So is it possible I can get a replacement SIM here? The same number? Yeah. Yeah. Yeah. To India. I actually, I'm from India. I'm staying in Australia, Melbourne for last two years now. So this SIM, I was using still I was using it, but, unfortunately, it's not working for last one week. Okay. Okay. Okay. Okay. Yeah. There's no other option. Okay. Got it. Because I tried to inform, they have to come indirect. That's why I have to call Western support. Okay. No worries. 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Hello? Hi. My name is Prem. Actually, I'm using a Apple SIM, which I purchased from India.\n\nBut the SIM is not working. So is it possible I can get a replacement SIM here? The same number? Yeah. Yeah.\n\nYeah. To India. I actually, I'm from India. I'm staying in Australia, Melbourne for last two years now. So this SIM, I was using still I was using it, but, unfortunately, it's not working for last one week.\n\nOkay. Okay. Okay. Okay. Yeah.\n\nThere's no other option. Okay. Got it. Because I tried to inform, they have to come indirect. That's why I have to call Western support.\n\nOkay. No worries. Thank you.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.6,"end":4.1,"sentiment":"neutral","sentiment_score":0.06716948747634888},{"text":"Hello?","start":10.559999,"end":11.059999,"sentiment":"neutral","sentiment_score":0.0945969820022583},{"text":"Hi.","start":13.835,"end":14.235001,"sentiment":"neutral","sentiment_score":0.013194968923926352},{"text":"My name is Prem.","start":14.235001,"end":15.115,"sentiment":"neutral","sentiment_score":0.01447864668443799},{"text":"Actually, I'm using a Apple SIM, which I purchased from India.","start":15.115,"end":18.815,"sentiment":"neutral","sentiment_score":-0.008293405259874735}],"sentiment":"neutral","sentiment_score":0.0078693648489813,"num_words":18,"start":3.6,"end":18.815},{"sentences":[{"text":"But the SIM is not working.","start":21.115,"end":22.735,"sentiment":"neutral","sentiment_score":-0.3275834396481514},{"text":"So is it possible I can get a replacement SIM here?","start":23.595001,"end":26.94,"sentiment":"neutral","sentiment_score":-0.1443725431507284},{"text":"The same number?","start":27.9,"end":28.880001,"sentiment":"neutral","sentiment_score":-0.04673563130199909},{"text":"Yeah.","start":41.065,"end":41.305,"sentiment":"neutral","sentiment_score":-0.03582080453634262},{"text":"Yeah.","start":41.305,"end":41.465,"sentiment":"neutral","sentiment_score":-0.02472628653049469}],"sentiment":"neutral","sentiment_score":-0.17065239079635253,"num_words":22,"start":21.115,"end":41.465},{"sentences":[{"text":"Yeah.","start":41.465,"end":41.704998,"sentiment":"neutral","sentiment_score":-0.028606850653886795},{"text":"To India.","start":41.704998,"end":42.025,"sentiment":"neutral","sentiment_score":-0.03649766929447651},{"text":"I actually, I'm from India.","start":42.025,"end":43.464996,"sentiment":"neutral","sentiment_score":-0.05267742872238159},{"text":"I'm staying in Australia, Melbourne for last two years now.","start":43.464996,"end":46.605,"sentiment":"neutral","sentiment_score":-0.044980918616056444},{"text":"So this SIM, I was using still I was using it, but, unfortunately, it's not working for last one week.","start":46.905,"end":53.1,"sentiment":"neutral","sentiment_score":-0.20247864201664925}],"sentiment":"neutral","sentiment_score":-0.12800977261442886,"num_words":38,"start":41.465,"end":53.1},{"sentences":[{"text":"Okay.","start":70.445,"end":70.945,"sentiment":"neutral","sentiment_score":-0.029238257557153705},{"text":"Okay.","start":71.085,"end":71.585,"sentiment":"neutral","sentiment_score":-0.02797122672200203},{"text":"Okay.","start":73.80499,"end":73.965,"sentiment":"neutral","sentiment_score":-0.028485648334026337},{"text":"Okay.","start":73.965,"end":74.045,"sentiment":"neutral","sentiment_score":-0.03546886146068573},{"text":"Yeah.","start":74.045,"end":74.445,"sentiment":"neutral","sentiment_score":-0.05515288561582565}],"sentiment":"neutral","sentiment_score":-0.03526337593793869,"num_words":5,"start":70.445,"end":74.445},{"sentences":[{"text":"There's no other option.","start":74.445,"end":75.744995,"sentiment":"neutral","sentiment_score":-0.1613147221505642},{"text":"Okay.","start":75.80499,"end":76.284996,"sentiment":"neutral","sentiment_score":-0.05274489149451256},{"text":"Got it.","start":76.284996,"end":77.04288,"sentiment":"neutral","sentiment_score":-0.03704939782619476},{"text":"Because I tried to inform, they have to come indirect.","start":78.00288,"end":80.48288,"sentiment":"neutral","sentiment_score":-0.13226635828614236},{"text":"That's why I have to call Western support.","start":80.48288,"end":83.20288,"sentiment":"neutral","sentiment_score":-0.13503034878522158}],"sentiment":"neutral","sentiment_score":-0.1270003579556942,"num_words":25,"start":74.445,"end":83.20288},{"sentences":[{"text":"Okay.","start":83.20288,"end":83.52288,"sentiment":"neutral","sentiment_score":0.02959068864583969},{"text":"No worries.","start":83.52288,"end":84.08288,"sentiment":"neutral","sentiment_score":0.08749569207429886},{"text":"Thank you.","start":84.08288,"end":84.742874,"sentiment":"neutral","sentiment_score":0.23122379928827286}],"sentiment":"neutral","sentiment_score":0.1334059342741966,"num_words":5,"start":83.20288,"end":84.742874}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel. My name is Mary. May I have your name, please?\n\nChannel 1: Hi.\n\nChannel 0: Hello. Good morning.\n\nChannel 1: Hello?\n\nChannel 0: I'm sorry. If you can yes. Hello?\n\nChannel 1: Hi. My name is Prem. Actually, I'm using a Apple SIM, which I purchased from India.\n\nChannel 0: Okay.\n\nChannel 1: But the SIM is not working. So is it possible I can get a replacement SIM here? The same number?\n\nChannel 0: I'm so sorry to hear that, Sam. As you mentioned earlier, the Airtel SIM was purchased or was previously planned under Airtel India. Correct?\n\nChannel 1: Yeah. Yeah. Yeah. To India. I actually, I'm from India.\n\nI'm staying in Australia, Melbourne for last two years now. So this SIM, I was using still I was using it, but, unfortunately, it's not working for last one week.\n\nChannel 0: Yeah. For this one, ma'am, we advise customer to please contact Airtel India directly as Airtel Australia and Airtel India is being run separately. So we only cater customers within Airtel Australia.\n\nChannel 1: Okay. Okay.\n\nChannel 0: Yeah.\n\nChannel 1: Okay. Okay. Yeah. There's\n\nChannel 0: Mhmm.\n\nChannel 1: no other option. Okay. Got it.\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: Because\n\nChannel 0: Thank\n\nChannel 1: I\n\nChannel 0: you.\n\nChannel 1: tried to inform, they have to come indirect. That's why I have to call Western support. Okay. No worries. Thank you.\n\nChannel 0: Thank you. Have a great day. Goodbye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":0.39999998,"end":1.68,"sentiment":"positive","sentiment_score":0.4364440143108368},{"text":"My name is Mary.","start":1.68,"end":2.6399999,"sentiment":"positive","sentiment_score":0.40432173013687134},{"text":"May I have your name, please?","start":2.6399999,"end":3.9399998,"sentiment":"neutral","sentiment_score":0.240598035355409}],"sentiment":"positive","sentiment_score":0.3495396802822749,"channel":0,"num_words":15,"start":0.39999998,"end":3.9399998},{"sentences":[{"text":"Hi.","start":3.6,"end":4.1,"sentiment":"neutral","sentiment_score":0.06716948747634888}],"sentiment":"neutral","sentiment_score":0.06716948747634888,"channel":1,"num_words":1,"start":3.6,"end":4.1},{"sentences":[{"text":"Hello.","start":5.44,"end":5.8399997,"sentiment":"neutral","sentiment_score":0.08977329730987549},{"text":"Good morning.","start":5.8399997,"end":6.58,"sentiment":"neutral","sentiment_score":0.2147398293018341}],"sentiment":"neutral","sentiment_score":0.1730843186378479,"channel":0,"num_words":3,"start":5.44,"end":6.58},{"sentences":[{"text":"Hello?","start":10.559999,"end":11.059999,"sentiment":"neutral","sentiment_score":0.0945969820022583}],"sentiment":"neutral","sentiment_score":0.0945969820022583,"channel":1,"num_words":1,"start":10.559999,"end":11.059999},{"sentences":[{"text":"I'm sorry.","start":10.559999,"end":11.12,"sentiment":"neutral","sentiment_score":0.05033228173851967},{"text":"If you can yes.","start":11.12,"end":12.4,"sentiment":"neutral","sentiment_score":-0.0030323280952870846},{"text":"Hello?","start":12.4,"end":12.9,"sentiment":"neutral","sentiment_score":0.017481369897723198}],"sentiment":"neutral","sentiment_score":0.015145231570516313,"channel":0,"num_words":7,"start":10.559999,"end":12.9},{"sentences":[{"text":"Hi.","start":13.835,"end":14.235001,"sentiment":"neutral","sentiment_score":0.013194968923926352},{"text":"My name is Prem.","start":14.235001,"end":15.115,"sentiment":"neutral","sentiment_score":0.01447864668443799},{"text":"Actually, I'm using a Apple SIM, which I purchased from India.","start":15.115,"end":18.815,"sentiment":"neutral","sentiment_score":-0.008293405259874735}],"sentiment":"neutral","sentiment_score":-0.001257368887308985,"channel":1,"num_words":16,"start":13.835,"end":18.815},{"sentences":[{"text":"Okay.","start":19.565,"end":20.065,"sentiment":"neutral","sentiment_score":-0.0575929582118988}],"sentiment":"neutral","sentiment_score":-0.0575929582118988,"channel":0,"num_words":1,"start":19.565,"end":20.065},{"sentences":[{"text":"But the SIM is not working.","start":21.115,"end":22.735,"sentiment":"neutral","sentiment_score":-0.3275834396481514},{"text":"So is it possible I can get a replacement SIM here?","start":23.595001,"end":26.94,"sentiment":"neutral","sentiment_score":-0.1443725431507284},{"text":"The same number?","start":27.9,"end":28.880001,"sentiment":"neutral","sentiment_score":-0.04673563130199909}],"sentiment":"neutral","sentiment_score":-0.1846902753226459,"channel":1,"num_words":20,"start":21.115,"end":28.880001},{"sentences":[{"text":"I'm so sorry to hear that, Sam.","start":30.14,"end":32.16,"sentiment":"neutral","sentiment_score":-0.2513582152979715},{"text":"As you mentioned earlier, the Airtel SIM was purchased or was previously planned under Airtel India.","start":32.7,"end":40.3,"sentiment":"neutral","sentiment_score":-0.14101888611912727},{"text":"Correct?","start":40.3,"end":40.8,"sentiment":"neutral","sentiment_score":-0.08805879950523376}],"sentiment":"neutral","sentiment_score":-0.17099452018737793,"channel":0,"num_words":24,"start":30.14,"end":40.8},{"sentences":[{"text":"Yeah.","start":41.065,"end":41.305,"sentiment":"neutral","sentiment_score":-0.03582080453634262},{"text":"Yeah.","start":41.305,"end":41.465,"sentiment":"neutral","sentiment_score":-0.02472628653049469},{"text":"Yeah.","start":41.465,"end":41.704998,"sentiment":"neutral","sentiment_score":-0.028606850653886795},{"text":"To India.","start":41.704998,"end":42.025,"sentiment":"neutral","sentiment_score":-0.03649766929447651},{"text":"I actually, I'm from India.","start":42.025,"end":43.464996,"sentiment":"neutral","sentiment_score":-0.05267742872238159}],"sentiment":"neutral","sentiment_score":-0.04255364239215851,"channel":1,"num_words":10,"start":41.065,"end":43.464996},{"sentences":[{"text":"I'm staying in Australia, Melbourne for last two years now.","start":43.464996,"end":46.605,"sentiment":"neutral","sentiment_score":-0.044980918616056444},{"text":"So this SIM, I was using still I was using it, but, unfortunately, it's not working for last one week.","start":46.905,"end":53.1,"sentiment":"neutral","sentiment_score":-0.20247864201664925}],"sentiment":"neutral","sentiment_score":-0.1499794008831183,"channel":1,"num_words":30,"start":43.464996,"end":53.1},{"sentences":[{"text":"Yeah.","start":55.29,"end":55.53,"sentiment":"neutral","sentiment_score":-0.08680880069732666},{"text":"For this one, ma'am, we advise customer to please contact Airtel India directly as Airtel Australia and Airtel India is being run separately.","start":55.53,"end":64.83,"sentiment":"neutral","sentiment_score":-0.09490530743547108},{"text":"So we only cater customers within Airtel 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to inform, they have to come indirect.","start":78.48288,"end":80.48288,"sentiment":"neutral","sentiment_score":-0.15924581978470087},{"text":"That's why I have to call Western support.","start":80.48288,"end":83.20288,"sentiment":"neutral","sentiment_score":-0.13503034878522158},{"text":"Okay.","start":83.20288,"end":83.52288,"sentiment":"neutral","sentiment_score":0.02959068864583969},{"text":"No worries.","start":83.52288,"end":84.08288,"sentiment":"neutral","sentiment_score":0.08749569207429886},{"text":"Thank you.","start":84.08288,"end":84.742874,"sentiment":"neutral","sentiment_score":0.23122379928827286}],"sentiment":"neutral","sentiment_score":-0.08034188938992363,"channel":1,"num_words":21,"start":78.48288,"end":84.742874},{"sentences":[{"text":"Thank you.","start":85.33288,"end":85.892876,"sentiment":"positive","sentiment_score":0.3553655594587326},{"text":"Have a great day.","start":85.892876,"end":86.77287,"sentiment":"positive","sentiment_score":0.43456196039915085},{"text":"Goodbye.","start":86.77287,"end":87.27287,"sentiment":"neutral","sentiment_score":0.14229249954223633}],"sentiment":"positive","sentiment_score":0.3701816371509007,"channel":0,"num_words":7,"start":85.33288,"end":87.27287}]},"summary":{"result":"success","short":"A customer named Prem calls Airtel to report that their Airtel SIM is not working. The representative, Mary, informs Prem that Airtel is separate from Airtel India and advises him to contact Airtel directly. Prem thanks Mary and ends the call."},"intents":{"segments":[{"text":"But the SIM is not working. So is it possible I can get a replacement SIM here?","start_word":44,"end_word":60,"intents":[{"intent":"Request replacement sim","confidence_score":0.17585966}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary.","start_word":0,"end_word":8,"sentiment":"positive","sentiment_score":0.43650227785110474},{"text":"May I have your name, please? Hi. Hello. Good morning. I'm Hello? sorry. If you can yes. Hello? Hi. My name is Prem. Actually, I'm using a Apple SIM, which I purchased from India. Okay.","start_word":9,"end_word":43,"sentiment":"neutral","sentiment_score":0.0589737631380558},{"text":"But the SIM is not working.","start_word":44,"end_word":49,"sentiment":"negative","sentiment_score":-0.33661946654319763},{"text":"So is it possible I can get a replacement SIM here? The same number? I'm so sorry to hear that, Sam. As you mentioned earlier, the Airtel SIM was purchased or was previously planned under Airtel India. Correct? Yeah. Yeah. Yeah. To India. I actually, I'm from India. I'm staying in Australia, Melbourne for last two years now. So this SIM, I was using still I was using it, but, unfortunately, it's not working for last one week. Yeah. For this one, ma'am, we advise customer to please contact Airtel India directly as Airtel Australia and Airtel India is being run separately. So we only cater customers within Airtel Australia. Okay. Okay. Yeah. Okay. Okay. Yeah. There's Mhmm. no other option. Okay. Got it. Yeah. Yeah. Because Thank I you. tried to inform, they have to come indirect. That's why I have to call Western support. Okay. No worries. Thank you.","start_word":50,"end_word":200,"sentiment":"neutral","sentiment_score":-0.10448390990495682},{"text":"Thank you. Have a great day.","start_word":201,"end_word":206,"sentiment":"positive","sentiment_score":0.40461885929107666},{"text":"Goodbye.","start_word":207,"end_word":207,"sentiment":"neutral","sentiment_score":0.17873042821884155}],"average":{"sentiment":"neutral","sentiment_score":-0.039989471435546875}}}}