{"metadata":{"transaction_key":"deprecated","request_id":"f9e30c3d-1827-4315-a3fd-0de5a07a61eb","sha256":"b6689ab9d03620aac037655c095cee0dcf20ea0f3df351cdc841e83829811f81","created":"2026-04-01T00:48:26.851Z","duration":314.85593,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":872,"output_tokens":67},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":943,"output_tokens":945},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":943,"output_tokens":60}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Thank you so much for calling your cell accounts. How may I help you today? Well, sure. I would love to help you further. What is your full name and your phone number? Yes. Mhmm. Thank you so much. Just give me one moment. Let me just review your account here. One moment. Okay? I'm checking here the invoice sent. Alright. I do see in here that invoice has been sent for this month for the amount of $69.95. That's covering the period from April 1 to thirtieth. Mm-mm. Mhmm. Yeah. That's correct. What you are confusing you is the amount that's showing here. Right? Let me just go to the first page, I think, of your invoice. Okay. The amount showing total payable, $1.39 90. Right? Okay. Yeah. Yeah. This caused confusion to you guys, and I'm so sorry for this. However, this incorrect amount showing from your outstanding balance was included from the billing error we had encountered last month because of the server restoration we're having last month, and our back end is still on the process of addressing this issue and trying to resolve it. However, we can confirm and guaranteed that the only amount that you need to pay, which is the outstanding balance, is $69.95. Please accept our apologies, but kindly disregard the total payable showing from the invoice, which is $139.90, just kindly follow the actual amount showing pay immediately or the balance $69.95. So for you not to get confused, just refer to the last page of the invoice, fourth page, showing total $69.95, and the covering period of the service, April. Yeah. Yeah. Actually, I've seen on here last month. Let me check if you set this up. 7 923. Bear with me. Okay? Let me check here. Yeah. You've successfully set up the automatic payment, and it's already been activated last March. Because I do see in here that March 7, the payment has been processed by the system. So moving forward by your recurring invoice, it will automatically be processed. And if we encounter any error, we will let you know immediately. Okay? We will I hope so. But nothing to worry. The only amount that would be processed is the actual amount showing from your invoice, $69.95. Because if our back end accounts manager is processing the payment, they are referring to the actual recurring invoice. So even though the balance is showing $1.39 90, they only processed the recurring invoice for this month, which is the amount showing is $69.95. Actually, this morning, I'm going over to all the invoices sent to make sure that the actual amount from the invoice is correct. Because the account balance, some of the customer is showing a different amount, which our back end is trying to, resolve. However, on our end, we're also checking the actual amount from the invoice. That's the amount that should be corrected immediately. In that way, once it's processed automatically, correct amount will be processed. Mhmm. You're welcome, and I appreciate your call. I hope you do have a great day, and be safe. Thank you. 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Thank you so much for calling your cell accounts. How may I help you today? Well, sure. I would love to help you further.\n\nWhat is your full name and your phone number? Yes. Mhmm. Thank you so much. Just give me one moment.\n\nLet me just review your account here. One moment. Okay? I'm checking here the invoice sent. Alright.\n\nI do see in here that invoice has been sent for this month for the amount of $69.95. That's covering the period from April 1 to thirtieth. Mm-mm. Mhmm. Yeah.\n\nThat's correct. What you are confusing you is the amount that's showing here. Right? Let me just go to the first page, I think, of your invoice. Okay.\n\nThe amount showing total payable, $1.39 90. Right? Okay. Yeah. Yeah.\n\nThis caused confusion to you guys, and I'm so sorry for this. However, this incorrect amount showing from your outstanding balance was included from the billing error we had encountered last month because of the server restoration we're having last month, and our back end is still on the process of addressing this issue and trying to resolve it. However, we can confirm and guaranteed that the only amount that you need to pay, which is the outstanding balance, is $69.95. Please accept our apologies, but kindly disregard the total payable showing from the invoice, which is $139.90, just kindly follow the actual amount showing pay immediately or the balance $69.95. So for you not to get confused, just refer to the last page of the invoice, fourth page, showing total $69.95, and the covering period of the service, April.\n\nYeah. Yeah. Actually, I've seen on here last month. Let me check if you set this up. 7 923.\n\nBear with me. Okay? Let me check here. Yeah. You've successfully set up the automatic payment, and it's already been activated last March.\n\nBecause I do see in here that March 7, the payment has been processed by the system. So moving forward by your recurring invoice, it will automatically be processed. And if we encounter any error, we will let you know immediately. Okay? We will I hope so.\n\nBut nothing to worry. The only amount that would be processed is the actual amount showing from your invoice, $69.95. Because if our back end accounts manager is processing the payment, they are referring to the actual recurring invoice. So even though the balance is showing $1.39 90, they only processed the recurring invoice for this month, which is the amount showing is $69.95. Actually, this morning, I'm going over to all the invoices sent to make sure that the actual amount from the invoice is correct.\n\nBecause the account balance, some of the customer is showing a different amount, which our back end is trying to, resolve. However, on our end, we're also checking the actual amount from the invoice. That's the amount that should be corrected immediately. In that way, once it's processed automatically, correct amount will be processed. Mhmm.\n\nYou're welcome, and I appreciate your call. I hope you do have a great day, and be safe. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"positive","sentiment_score":0.4043012261390686},{"text":"Thank you so much for calling your cell accounts.","start":1.04,"end":3.36,"sentiment":"positive","sentiment_score":0.7227740486462911},{"text":"How may I help you today?","start":3.36,"end":4.74,"sentiment":"positive","sentiment_score":0.6636347969373068},{"text":"Well, sure.","start":14.635,"end":15.275,"sentiment":"neutral","sentiment_score":0.13586919009685516},{"text":"I would love to help you further.","start":15.275,"end":17.195,"sentiment":"positive","sentiment_score":0.4846279408250536}],"sentiment":"positive","sentiment_score":0.5822084164619445,"num_words":25,"start":0.71999997,"end":17.195},{"sentences":[{"text":"What is your full name and your phone 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we're having last month, and our back end is still on the process of addressing this issue and trying to resolve it.","start":112.1,"end":135.395,"sentiment":"neutral","sentiment_score":-0.25399602505754915},{"text":"However, we can confirm and guaranteed that the only amount that you need to pay, which is the outstanding balance, is $69.95.","start":135.535,"end":145.45,"sentiment":"neutral","sentiment_score":0.18458005887540904},{"text":"Please accept our apologies, but kindly disregard the total payable showing from the invoice, which is $139.90, just kindly follow the actual amount showing pay immediately or the balance $69.95.","start":146.63,"end":165.185,"sentiment":"neutral","sentiment_score":-0.1707047758003076},{"text":"So for you not to get confused, just refer to the last page of the invoice, fourth page, showing total $69.95, and the covering period of the service, 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Good morning. It's Peter. I just wanna check just check my account again. I don't know why it's all so confusing, but would you have a look for me? My mobile number? Yep. Yep. It's Peter Fisher, f I s h e r, and it's O419632916. Yeah. That's correct. Can you just look just on the on the invoice? Why is it saying that I owe a $139.90? Yeah. What why why is that when I Yep. Yeah. That's okay. Alright. Thank you. Could you just also look. I I I asked this last time. It it doesn't say anything on the invoice. I I set up direct debit. Alright. Yep. Yes. That's fine. Okay. So so next month, that that balance should be correct then rather than having the Yes. Yes. Alright. Okay. Alright. Alright. All good. Thank you. Yep. Alright. Thank you. Bye bye. 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Good morning. It's Peter. I just wanna check just check my account again. I don't know why it's all so confusing, but would you have a look for me?\n\nMy mobile number? Yep. Yep. It's Peter Fisher, f I s h e r, and it's O419632916. Yeah.\n\nThat's correct. Can you just look just on the on the invoice? Why is it saying that I owe a $139.90? Yeah. What why why is that when I Yep.\n\nYeah. That's okay. Alright. Thank you. Could you just also look.\n\nI I I asked this last time. It it doesn't say anything on the invoice. I I set up direct debit. Alright. Yep.\n\nYes. That's fine. Okay. So so next month, that that balance should be correct then rather than having the Yes. Yes.\n\nAlright. Okay. Alright. Alright. All good.\n\nThank you. Yep. Alright. Thank you. Bye bye.\n\nBye.","paragraphs":[{"sentences":[{"text":"Yeah.","start":5.68,"end":5.92,"sentiment":"neutral","sentiment_score":0.13269057869911194},{"text":"Good morning.","start":5.92,"end":6.24,"sentiment":"neutral","sentiment_score":0.24164855480194092},{"text":"It's Peter.","start":6.24,"end":6.98,"sentiment":"neutral","sentiment_score":0.1406649798154831},{"text":"I just wanna check just check my account again.","start":7.44,"end":10.08,"sentiment":"neutral","sentiment_score":0.05978973127073712},{"text":"I don't know why it's all so confusing, but would you have a look for me?","start":10.08,"end":13.86,"sentiment":"neutral","sentiment_score":-0.06329304864630103}],"sentiment":"neutral","sentiment_score":0.014091215034325918,"num_words":30,"start":5.68,"end":13.86},{"sentences":[{"text":"My mobile 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Thank you so much for calling your cell accounts. How may I help you today?\n\nChannel 1: Yeah. Good morning. It's Peter. I just wanna check just check my account again. I don't know why it's all so confusing, but would you have a look for me?\n\nChannel 0: Well, sure. I would love to help you further. What is your full name and your phone number?\n\nChannel 1: My mobile number?\n\nChannel 0: Yes.\n\nChannel 1: Yep. Yep. It's Peter Fisher, f I s\n\nChannel 0: Mhmm.\n\nChannel 1: h e r, and it's O419632916.\n\nChannel 0: Thank you so much. Just give me one moment. Let me just review your account here. One moment. Okay?\n\nI'm checking here the invoice sent. Alright. I do see in here that invoice has been sent for this month for the amount of $69.95. That's covering the period from April 1 to\n\nChannel 1: Yeah. That's\n\nChannel 0: thirtieth.\n\nChannel 1: correct. Can you just look just on the on the invoice? Why is it\n\nChannel 0: Mm-mm.\n\nChannel 1: saying that I owe a $139.90?\n\nChannel 0: Mhmm. Yeah. That's correct. What you are confusing you is the amount that's showing here. Right?\n\nLet me just go to the first page, I think, of your invoice. Okay. The amount showing total payable, $1.39 90. Right?\n\nChannel 1: Yeah. What why why\n\nChannel 0: Okay.\n\nChannel 1: is that when I\n\nChannel 0: Yeah. Yeah. This caused confusion to you guys, and I'm so sorry for this. However, this incorrect amount showing from your outstanding balance was included from the billing error we had encountered last month because of the server restoration we're having last month, and our back end is still on the process of addressing this issue and trying to resolve it. However, we can confirm and guaranteed that the only amount that you need to pay, which is the outstanding balance, is $69.95.\n\nChannel 1: Yep.\n\nChannel 0: Please accept our apologies, but kindly disregard the total payable showing from the invoice, which is $139.90, just kindly follow the actual amount showing pay immediately or the balance $69.95. So for you not to get confused, just refer to the last page of the invoice, fourth page, showing total $69.95, and the covering period of the service, April.\n\nChannel 1: Yeah. That's okay. Alright. Thank you. Could\n\nChannel 0: Yeah.\n\nChannel 1: you just also look. I I I asked this last time. It it doesn't say anything on the invoice. I I set up direct debit.\n\nChannel 0: Yeah. Actually, I've seen on here last month. Let me check if you set this up. 7 923. Bear with me.\n\nOkay?\n\nChannel 1: Alright.\n\nChannel 0: Let me check here. Yeah. You've successfully set up the automatic payment, and it's already been activated last March. Because I do see in here that March 7, the payment has been processed by the system. So moving\n\nChannel 1: Yep.\n\nChannel 0: forward by your recurring invoice, it will automatically be processed. And if we encounter any error, we will let you know immediately. Okay?\n\nChannel 1: Yes.\n\nChannel 0: We will\n\nChannel 1: That's fine. Okay. So so next month, that that balance should be correct then rather than having the\n\nChannel 0: I hope so. But nothing to worry. The only amount that would be processed is the actual amount showing from your invoice, $69.95. Because if our back end accounts manager is processing the payment, they are referring to the actual recurring invoice. So even\n\nChannel 1: Yes.\n\nChannel 0: though the balance is showing $1.39 90, they only processed the recurring invoice for this month, which is the amount showing is $69.95. Actually, this morning, I'm going over to all the invoices sent to make sure that the actual amount from the invoice is correct. Because the account balance, some of the customer is showing a different amount, which our back end is trying to, resolve. However, on our end, we're also checking the actual amount from the invoice. That's\n\nChannel 1: Yes.\n\nChannel 0: the amount that should be corrected immediately. In that way, once it's processed automatically, correct amount will be processed.\n\nChannel 1: Alright. Okay. Alright. Alright. All\n\nChannel 0: Mhmm.\n\nChannel 1: good. Thank you. Yep.\n\nChannel 0: You're welcome, and I appreciate your call. I hope you do have a great day, and be safe.\n\nChannel 1: Alright. Thank you.\n\nChannel 0: Thank you.\n\nChannel 1: Bye bye.\n\nChannel 0: Bye bye.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":1.04,"sentiment":"positive","sentiment_score":0.4043012261390686},{"text":"Thank you so much for calling your cell accounts.","start":1.04,"end":3.36,"sentiment":"positive","sentiment_score":0.7227740486462911},{"text":"How may I help you today?","start":3.36,"end":4.74,"sentiment":"positive","sentiment_score":0.6636347969373068}],"sentiment":"positive","sentiment_score":0.6806922778487206,"channel":0,"num_words":16,"start":0.71999997,"end":4.74},{"sentences":[{"text":"Yeah.","start":5.68,"end":5.92,"sentiment":"neutral","sentiment_score":0.13269057869911194},{"text":"Good morning.","start":5.92,"end":6.24,"sentiment":"neutral","sentiment_score":0.24164855480194092},{"text":"It's Peter.","start":6.24,"end":6.98,"sentiment":"neutral","sentiment_score":0.1406649798154831},{"text":"I just wanna check just check my account 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invoice?","start":69.845,"end":72.665,"sentiment":"neutral","sentiment_score":-0.0015732374042272568},{"text":"Why is it","start":72.965,"end":73.525,"sentiment":"neutral","sentiment_score":-0.1299256533384323}],"sentiment":"neutral","sentiment_score":-0.025656317759837424,"channel":1,"num_words":14,"start":69.3,"end":73.525},{"sentences":[{"text":"Mm-mm.","start":73.495,"end":73.995,"sentiment":"neutral","sentiment_score":-0.10048701614141464}],"sentiment":"neutral","sentiment_score":-0.10048701614141464,"channel":0,"num_words":1,"start":73.495,"end":73.995},{"sentences":[{"text":"saying that I owe a $139.90?","start":73.525,"end":76.505,"sentiment":"neutral","sentiment_score":-0.10185093060135841}],"sentiment":"neutral","sentiment_score":-0.10185093060135841,"channel":1,"num_words":6,"start":73.525,"end":76.505},{"sentences":[{"text":"Mhmm.","start":77.855,"end":77.935005,"sentiment":"neutral","sentiment_score":-0.020610259845852852},{"text":"Yeah.","start":77.935005,"end":78.175,"sentiment":"neutral","sentiment_score":0.006697582080960274},{"text":"That's correct.","start":78.175,"end":79.075005,"sentiment":"neutral","sentiment_score":0.02372133918106556},{"text":"What you are confusing you is the amount that's showing here.","start":80.015,"end":87.35,"sentiment":"neutral","sentiment_score":-0.23051111061464657},{"text":"Right?","start":87.35,"end":87.67,"sentiment":"neutral","sentiment_score":-0.10010646283626556}],"sentiment":"neutral","sentiment_score":-0.1626374174375087,"channel":0,"num_words":16,"start":77.855,"end":87.67},{"sentences":[{"text":"Let me just go to the first page, I think, of your invoice.","start":87.67,"end":93.130005,"sentiment":"neutral","sentiment_score":-0.05764897712148153},{"text":"Okay.","start":95.495,"end":95.995,"sentiment":"neutral","sentiment_score":-0.031392794102430344},{"text":"The amount showing total payable, $1.39 90.","start":96.135,"end":100.775,"sentiment":"neutral","sentiment_score":-0.029709931196910993},{"text":"Right?","start":100.775,"end":101.275,"sentiment":"neutral","sentiment_score":-0.03446293622255325}],"sentiment":"neutral","sentiment_score":-0.046511906876482746,"channel":0,"num_words":22,"start":87.67,"end":101.275},{"sentences":[{"text":"Yeah.","start":101.805,"end":102.285,"sentiment":"neutral","sentiment_score":-0.04352261871099472},{"text":"What why 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$69.95.","start":135.535,"end":145.45,"sentiment":"neutral","sentiment_score":0.18458005887540904}],"sentiment":"neutral","sentiment_score":-0.13828130955078516,"channel":0,"num_words":83,"start":104.135,"end":145.45},{"sentences":[{"text":"Yep.","start":145.85,"end":146.35,"sentiment":"neutral","sentiment_score":0.00957971066236496}],"sentiment":"neutral","sentiment_score":0.00957971066236496,"channel":1,"num_words":1,"start":145.85,"end":146.35},{"sentences":[{"text":"Please accept our apologies, but kindly disregard the total payable showing from the invoice, which is $139.90, just kindly follow the actual amount showing pay immediately or the balance $69.95.","start":146.63,"end":165.185,"sentiment":"neutral","sentiment_score":-0.1707047758003076},{"text":"So for you not to get confused, just refer to the last page of the invoice, fourth page, showing total $69.95, and the covering period of the service, April.","start":165.185,"end":179.8,"sentiment":"neutral","sentiment_score":0.005910198974969058}],"sentiment":"neutral","sentiment_score":-0.08389402548703602,"channel":0,"num_words":59,"start":146.63,"end":179.8},{"sentences":[{"text":"Yeah.","start":180.655,"end":181.055,"sentiment":"neutral","sentiment_score":0.11847090721130372},{"text":"That's okay.","start":181.055,"end":181.61499,"sentiment":"neutral","sentiment_score":0.22746650129556656},{"text":"Alright.","start":181.61499,"end":181.935,"sentiment":"positive","sentiment_score":0.3413826823234558},{"text":"Thank 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direct debit.","start":187.13,"end":189.55,"sentiment":"neutral","sentiment_score":-0.012964769576986631}],"sentiment":"neutral","sentiment_score":-0.032501781284809114,"channel":1,"num_words":25,"start":182.81499,"end":189.55},{"sentences":[{"text":"Yeah.","start":190.295,"end":190.615,"sentiment":"neutral","sentiment_score":0.003292798064649105},{"text":"Actually, I've seen on here last month.","start":190.615,"end":194.235,"sentiment":"neutral","sentiment_score":0.008293756816004003},{"text":"Let me check if you set this up.","start":194.81001,"end":196.99,"sentiment":"neutral","sentiment_score":0.01569165987893939},{"text":"7 923.","start":199.85,"end":201.87001,"sentiment":"neutral","sentiment_score":0.007275341544300318},{"text":"Bear with me.","start":204.01001,"end":204.73001,"sentiment":"neutral","sentiment_score":0.011205858861406645}],"sentiment":"neutral","sentiment_score":0.011192887356238706,"channel":0,"num_words":21,"start":190.295,"end":204.73001},{"sentences":[{"text":"Okay?","start":204.73001,"end":205.23001,"sentiment":"neutral","sentiment_score":0.023395370692014698}],"sentiment":"neutral","sentiment_score":0.023395370692014698,"channel":0,"num_words":1,"start":204.73001,"end":205.23001},{"sentences":[{"text":"Alright.","start":205.885,"end":206.385,"sentiment":"neutral","sentiment_score":0.05147342011332512}],"sentiment":"neutral","sentiment_score":0.05147342011332512,"channel":1,"num_words":1,"start":205.885,"end":206.385},{"sentences":[{"text":"Let me check here.","start":206.41,"end":208.115,"sentiment":"neutral","sentiment_score":0.03465007524937391},{"text":"Yeah.","start":208.735,"end":209.235,"sentiment":"neutral","sentiment_score":0.1332470029592514},{"text":"You've successfully set up the automatic payment, and it's already been activated last March.","start":209.295,"end":215.955,"sentiment":"neutral","sentiment_score":0.32692568749189377},{"text":"Because I do see in here that March 7, the payment has been processed by the system.","start":216.495,"end":222.48999,"sentiment":"neutral","sentiment_score":0.21579722709515514},{"text":"So moving","start":222.48999,"end":223.29,"sentiment":"neutral","sentiment_score":0.2308514267206192}],"sentiment":"neutral","sentiment_score":0.23629112218163514,"channel":0,"num_words":38,"start":206.41,"end":223.29},{"sentences":[{"text":"Yep.","start":223.02,"end":223.52,"sentiment":"neutral","sentiment_score":0.23535266518592832}],"sentiment":"neutral","sentiment_score":0.23535266518592832,"channel":1,"num_words":1,"start":223.02,"end":223.52},{"sentences":[{"text":"forward by your recurring invoice, it will automatically be processed.","start":223.29,"end":228.11,"sentiment":"neutral","sentiment_score":0.2669311761856079},{"text":"And if we encounter any error, we will let you know immediately.","start":228.56999,"end":233.23,"sentiment":"neutral","sentiment_score":0.056619412576158844},{"text":"Okay?","start":233.53,"end":234.01,"sentiment":"neutral","sentiment_score":0.08188171684741974}],"sentiment":"neutral","sentiment_score":0.14915767085293066,"channel":0,"num_words":23,"start":223.29,"end":234.01},{"sentences":[{"text":"Yes.","start":233.855,"end":234.095,"sentiment":"neutral","sentiment_score":0.13259074091911316}],"sentiment":"neutral","sentiment_score":0.13259074091911316,"channel":1,"num_words":1,"start":233.855,"end":234.095},{"sentences":[{"text":"We will","start":234.01,"end":234.59,"sentiment":"neutral","sentiment_score":0.17515697330236435}],"sentiment":"neutral","sentiment_score":0.17515697330236435,"channel":0,"num_words":2,"start":234.01,"end":234.59},{"sentences":[{"text":"That's fine.","start":234.095,"end":234.655,"sentiment":"neutral","sentiment_score":0.21001119911670685},{"text":"Okay.","start":234.655,"end":235.055,"sentiment":"neutral","sentiment_score":0.1514899581670761},{"text":"So so next month, that that balance should be correct then rather than having the","start":235.055,"end":240.115,"sentiment":"neutral","sentiment_score":0.14229932179053625}],"sentiment":"neutral","sentiment_score":0.1503334546254741,"channel":1,"num_words":18,"start":234.095,"end":240.115},{"sentences":[{"text":"I hope so.","start":240.595,"end":241.395,"sentiment":"neutral","sentiment_score":0.08258823677897453},{"text":"But nothing to worry.","start":241.395,"end":242.755,"sentiment":"neutral","sentiment_score":0.0752478837966919},{"text":"The only amount that would be processed is the actual amount showing from your invoice, $69.95.","start":242.755,"end":250.035,"sentiment":"neutral","sentiment_score":0.047046629479154944},{"text":"Because if our back end accounts manager is processing the payment, they are referring to the actual recurring invoice.","start":250.035,"end":259.41,"sentiment":"neutral","sentiment_score":-0.044456145481059424},{"text":"So even","start":259.55002,"end":260.03,"sentiment":"neutral","sentiment_score":-0.011154155246913433}],"sentiment":"neutral","sentiment_score":0.009875619149004871,"channel":0,"num_words":44,"start":240.595,"end":260.03},{"sentences":[{"text":"Yes.","start":259.895,"end":260.395,"sentiment":"neutral","sentiment_score":-0.01990395039319992}],"sentiment":"neutral","sentiment_score":-0.01990395039319992,"channel":1,"num_words":1,"start":259.895,"end":260.395},{"sentences":[{"text":"though the balance is showing $1.39 90, they only processed the recurring invoice for this month, which is the amount showing is $69.95.","start":260.03,"end":270.695,"sentiment":"neutral","sentiment_score":-0.06956820400512737},{"text":"Actually, this morning, I'm going over to all the invoices sent to make sure that the actual amount from the invoice is correct.","start":270.695,"end":278.79498,"sentiment":"neutral","sentiment_score":-0.016896545563055122},{"text":"Because the account balance, some of the customer is showing a different amount, which our back end is trying to, resolve.","start":279.23,"end":286.61002,"sentiment":"neutral","sentiment_score":-0.08328623856816973},{"text":"However, on our end, we're also checking the actual amount from the 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Peter informed the customer that they had an error with their invoice and that they only needed to pay $69.95, including the amount showing from the invoice. The customer was informed that their payment had been processed and that the balance should be corrected immediately."},"intents":{"segments":[{"text":"It's Peter. I just wanna check just check my account again. I don't know why it's all so confusing, but would you have a look for me? Well, sure.","start_word":19,"end_word":47,"intents":[{"intent":"Check account","confidence_score":0.81774586}]},{"text":"I'm checking here the invoice sent. Alright. I do see in here that invoice has been sent for this month for the amount of $69.95. That's covering the period from April 1 to Yeah.","start_word":102,"end_word":135,"intents":[{"intent":"Discuss invoice","confidence_score":0.006784044}]},{"text":"This caused confusion to you guys, and I'm so sorry for this. However, this incorrect amount showing from your outstanding balance was included from the billing error we had encountered last month because of the server restoration we're having last month, and our back end is still on the process of addressing this issue and trying to resolve it. However, we can confirm and guaranteed that the only amount that you need to pay, which is the outstanding balance, is $69.95. Yep.","start_word":208,"end_word":289,"intents":[{"intent":"Confirm outstanding balance","confidence_score":0.015245049}]},{"text":"Please accept our apologies, but kindly disregard the total payable showing from the invoice, which is $139.90, just kindly follow the actual amount showing pay immediately or the balance $69.95.","start_word":290,"end_word":319,"intents":[{"intent":"Follow total payable","confidence_score":0.014973938}]},{"text":"So for you not to get confused, just refer to the last page of the invoice, fourth page, showing total $69.95, and the covering period of the service, April. Yeah.","start_word":321,"end_word":350,"intents":[{"intent":"Check invoice information","confidence_score":0.00335065}]},{"text":"You've successfully set up the automatic payment, and it's already been activated last March. Because I do see in here that March 7, the payment has been processed by the system. So moving Yep.","start_word":410,"end_word":443,"intents":[{"intent":"Set up automatic payment","confidence_score":0.15658988}]},{"text":"forward by your recurring invoice, it will automatically be processed. And if we encounter any error, we will let you know immediately. Okay? Yes.","start_word":444,"end_word":467,"intents":[{"intent":"Fix recurring invoice","confidence_score":0.0026821648}]},{"text":"So so next month, that that balance should be correct then rather than having the I hope so. But nothing to worry.","start_word":473,"end_word":494,"intents":[{"intent":"Clarify account balance","confidence_score":0.0005655598}]}]},"sentiments":{"segments":[{"text":"Hi. Thank you so much for calling your cell accounts. How may I help you today?","start_word":0,"end_word":15,"sentiment":"positive","sentiment_score":0.6634049415588379},{"text":"Yeah. Good morning. It's Peter. I just wanna check just check my account again. I don't know why it's all so confusing, but would you have a look for me? Well, sure.","start_word":16,"end_word":47,"sentiment":"neutral","sentiment_score":0.02677084505558014},{"text":"I would love to help you further.","start_word":48,"end_word":54,"sentiment":"positive","sentiment_score":0.4926156401634216},{"text":"What is your full name and your phone number? My mobile number? Yes. Yep. Yep. It's Peter Fisher, f I s Mhmm. h e r, and it's O419632916.","start_word":55,"end_word":82,"sentiment":"neutral","sentiment_score":0.07361968606710434},{"text":"Thank you so much.","start_word":83,"end_word":86,"sentiment":"positive","sentiment_score":0.5323240160942078},{"text":"Just give me one moment. Let me just review your account here. One moment. Okay? I'm checking here the invoice sent. Alright. I do see in here that invoice has been sent for this month for the amount of $69.95. That's covering the period from April 1 to Yeah. That's thirtieth. correct. Can you just look just on the on the invoice? Why is it Mm-mm. saying that I owe a $139.90? Mhmm. Yeah. That's correct. What you are confusing you is the amount that's showing here. Right? Let me just go to the first page, I think, of your invoice. Okay. The amount showing total payable, $1.39 90. Right? Yeah. What why why Okay. is that when I Yeah. Yeah. This caused confusion to you guys, and I'm so sorry for this. However, this incorrect amount showing from your outstanding balance was included from the billing error we had encountered last month because of the server restoration we're having last month, and our back end is still on the process of addressing this issue and trying to resolve it. However, we can confirm and guaranteed that the only amount that you need to pay, which is the outstanding balance, is $69.95. Yep. Please accept our apologies, but kindly disregard the total payable showing from the invoice, which is $139.90, just kindly follow the actual amount showing pay immediately or the balance $69.95. So for you not to get confused, just refer to the last page of the invoice, fourth page, showing total $69.95, and the covering period of the service, April. Yeah. That's okay.","start_word":87,"end_word":351,"sentiment":"neutral","sentiment_score":-0.05414192060816963},{"text":"Alright. Thank you.","start_word":352,"end_word":354,"sentiment":"positive","sentiment_score":0.4262798726558686},{"text":"Could Yeah. you just also look. I I I asked this last time. It it doesn't say anything on the invoice. I I set up direct debit. Yeah. Actually, I've seen on here last month. Let me check if you set this up. 7 923. Bear with me. Okay? Alright. Let me check here. Yeah. You've successfully set up the automatic payment, and it's already been activated last March. Because I do see in here that March 7, the payment has been processed by the system. So moving Yep. forward by your recurring invoice, it will automatically be processed. And if we encounter any error, we will let you know immediately. Okay? Yes. We will That's fine. Okay. So so next month, that that balance should be correct then rather than having the I hope so. But nothing to worry. The only amount that would be processed is the actual amount showing from your invoice, $69.95. Because if our back end accounts manager is processing the payment, they are referring to the actual recurring invoice. So even Yes. though the balance is showing $1.39 90, they only processed the recurring invoice for this month, which is the amount showing is $69.95. Actually, this morning, I'm going over to all the invoices sent to make sure that the actual amount from the invoice is correct. Because the account balance, some of the customer is showing a different amount, which our back end is trying to, resolve. However, on our end, we're also checking the actual amount from the invoice. That's Yes. the amount that should be corrected immediately. In that way, once it's processed automatically, correct amount will be processed. Alright. Okay. Alright. Alright. All Mhmm.","start_word":355,"end_word":639,"sentiment":"neutral","sentiment_score":0.05625041946768761},{"text":"good. Thank you. Yep. You're welcome, and I appreciate your call. I hope you do have a great day, and be safe.","start_word":640,"end_word":661,"sentiment":"positive","sentiment_score":0.5930027961730957},{"text":"Alright.","start_word":662,"end_word":662,"sentiment":"neutral","sentiment_score":0.30617672204971313},{"text":"Thank you. Thank you. Bye bye.","start_word":663,"end_word":668,"sentiment":"positive","sentiment_score":0.5020291805267334},{"text":"Bye bye. Bye.","start_word":669,"end_word":671,"sentiment":"neutral","sentiment_score":0.17330384254455566}],"average":{"sentiment":"neutral","sentiment_score":0.05960422092013889}}}}