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And your full name, please? Thank you so much. And which email you're pertaining with? Mhmm. Okay. Alicia, we appreciate your call. And, yeah, I'm just wondering because we have not received your email. Have you sent us a ticket or an email directly to a which email if you could confirm, please, so we could check this? Okay. Got it. So I'll see Okay. So oh, I'm so sorry. I will go ahead and ask our team in reference with this. But as far as we had the duty last week, the whole week, and taking care of all Opticom customers, we have not received the email you sent. But anyway, Alicia, I I do apologize for that, but I appreciate your call today. Yeah. Here's the thing. Last week, all all service from Opticum has been ended. And then this Friday, Airtel AU already had a network partner who could provide a Opticom service. So if you would like to stay with us, we can go ahead and reactivate your service. Are you changing address or not at all? Okay. Sure. So let me check the time here. Yeah. Yes. I understand. But we just had a new update. Our management just signed a new partnered contract to if you are aware to OC Broadband, so we are partnered with them since Friday, and Opticom is one of the services that we support. So, basically, this Friday, we just got an update that we can go ahead and just transfer our OptiQum customer to this new portal, which is OC Broadband, and then resume the connection. But I just wanted to confirm, you are which one here? Just bear with me. Okay? Are you are okay with the same speed? Because I could see on your history that you are on a basic one, Supa basic, which is 6990 five. Yes. If before you're still if you're able to use it, it's smoothly, that would be fine. But I will also ask our technical team in reference with this, and then we will get back. Okay. Sure. Mhmm. No no one. Oh, I see. So it's only yourself and your devices, like cell phone, laptop? Mhmm. But alright. And and you are not into games, like online gaming, like the Mobile Legends, something like that? You're not using that? Okay. The same. Okay. I'm not also fun with that. But anyway, I'll go ahead and endorse your account to our tech team, and then we will update you before end of office today. Okay? Because we've just signed up to OZ Broadband to remain your account and then resume your services for Opticom, but a different one. But still Opticom, it's still Airtel. Yes. Airtel. We just signed up to OZ Broadband so we can get a service from Opticom, but we still handle your account. So, technically, we are your still your Internet service provider. Because the one that we're using before, it's already been terminated, and they just cut off the services of our customers without notifying us. Reason why our management just signed up to OZ Broadband, partner with them to get an OptiKum services to be provided to our OptiKum customers like you. So that's it. We will update you before end of office today in reference with your plan, okay, with the service to get it resume. We are open until 6PM. So before 6PM, we'll update you. And everything is just there. Right? You still have the the router, the modem? Alright. Perfect. Sure. Official. Yeah. But if you did not change anything in the setup, it should good to go. Oh, Yeah. Yeah. That's the thing. Yeah. That's the thing. That's the issue. It went not so good. Opticom sent, like, a letter without notifying us. Reason why they just cut off the services. But, anyways, as I've mentioned, we'll get back to you before end of office today. I'll just endorse your account and address to our tech team. Okay? Alright. Thank you, Alicia. Have a good one. Talk to you soon. 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Good afternoon. Thank you so much for calling your Tel account. How may I help you today? Oh, sure.\n\nI would love to assist you. May I have your phone number, please? Okay. Thank you. And your full name, please?\n\nThank you so much. And which email you're pertaining with? Mhmm. Okay. Alicia, we appreciate your call.\n\nAnd, yeah, I'm just wondering because we have not received your email. Have you sent us a ticket or an email directly to a which email if you could confirm, please, so we could check this? Okay. Got it. So I'll see Okay.\n\nSo oh, I'm so sorry. I will go ahead and ask our team in reference with this. But as far as we had the duty last week, the whole week, and taking care of all Opticom customers, we have not received the email you sent. But anyway, Alicia, I I do apologize for that, but I appreciate your call today. Yeah.\n\nHere's the thing. Last week, all all service from Opticum has been ended. And then this Friday, Airtel AU already had a network partner who could provide a Opticom service. So if you would like to stay with us, we can go ahead and reactivate your service. Are you changing address or not at all?\n\nOkay. Sure. So let me check the time here. Yeah. Yes.\n\nI understand. But we just had a new update. Our management just signed a new partnered contract to if you are aware to OC Broadband, so we are partnered with them since Friday, and Opticom is one of the services that we support. So, basically, this Friday, we just got an update that we can go ahead and just transfer our OptiQum customer to this new portal, which is OC Broadband, and then resume the connection. But I just wanted to confirm, you are which one here?\n\nJust bear with me. Okay? Are you are okay with the same speed? Because I could see on your history that you are on a basic one, Supa basic, which is 6990 five. Yes.\n\nIf before you're still if you're able to use it, it's smoothly, that would be fine. But I will also ask our technical team in reference with this, and then we will get back. Okay. Sure. Mhmm.\n\nNo no one. Oh, I see. So it's only yourself and your devices, like cell phone, laptop? Mhmm. But alright.\n\nAnd and you are not into games, like online gaming, like the Mobile Legends, something like that? You're not using that? Okay. The same. Okay.\n\nI'm not also fun with that. But anyway, I'll go ahead and endorse your account to our tech team, and then we will update you before end of office today. Okay? Because we've just signed up to OZ Broadband to remain your account and then resume your services for Opticom, but a different one. But still Opticom, it's still Airtel.\n\nYes. Airtel. We just signed up to OZ Broadband so we can get a service from Opticom, but we still handle your account. So, technically, we are your still your Internet service provider. Because the one that we're using before, it's already been terminated, and they just cut off the services of our customers without notifying us.\n\nReason why our management just signed up to OZ Broadband, partner with them to get an OptiKum services to be provided to our OptiKum customers like you. So that's it. We will update you before end of office today in reference with your plan, okay, with the service to get it resume. We are open until 6PM. So before 6PM, we'll update you.\n\nAnd everything is just there. Right? You still have the the router, the modem? Alright. Perfect.\n\nSure. Official. Yeah. But if you did not change anything in the setup, it should good to go. Oh, Yeah.\n\nYeah. That's the thing. Yeah. That's the thing. That's the issue.\n\nIt went not so good. Opticom sent, like, a letter without notifying us. Reason why they just cut off the services. But, anyways, as I've mentioned, we'll get back to you before end of office today. I'll just endorse your account and address to our tech team.\n\nOkay? Alright. Thank you, Alicia. Have a good one. Talk to you soon.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":0.96,"sentiment":"neutral","sentiment_score":0.31263965368270874},{"text":"Good afternoon.","start":0.96,"end":1.6999999,"sentiment":"positive","sentiment_score":0.522221028804779},{"text":"Thank you so much for calling your Tel account.","start":1.8399999,"end":4.08,"sentiment":"positive","sentiment_score":0.7207480602794223},{"text":"How may I help you today?","start":4.08,"end":5.2999997,"sentiment":"positive","sentiment_score":0.5776262283325195},{"text":"Oh, sure.","start":13.065,"end":13.625,"sentiment":"neutral","sentiment_score":0.1574709713459015}],"sentiment":"positive","sentiment_score":0.5812256783246994,"num_words":20,"start":0.71999997,"end":13.625},{"sentences":[{"text":"I would love to assist you.","start":13.625,"end":15.705,"sentiment":"positive","sentiment_score":0.4251316338777542},{"text":"May I have your phone number, please?","start":15.705,"end":17.965,"sentiment":"neutral","sentiment_score":0.12368715980223247},{"text":"Okay.","start":25.41,"end":25.65,"sentiment":"neutral","sentiment_score":0.10274389386177064},{"text":"Thank you.","start":25.65,"end":26.37,"sentiment":"positive","sentiment_score":0.37492264807224274},{"text":"And your full name, please?","start":26.37,"end":28.07,"sentiment":"neutral","sentiment_score":0.13358961790800095}],"sentiment":"neutral","sentiment_score":0.23510177149659112,"num_words":21,"start":13.625,"end":28.07},{"sentences":[{"text":"Thank you so much.","start":30.93,"end":32.13,"sentiment":"positive","sentiment_score":0.4756334647536278},{"text":"And which email you're pertaining with?","start":32.13,"end":35.43,"sentiment":"neutral","sentiment_score":0.020727422398825485},{"text":"Mhmm.","start":64.53,"end":65.03,"sentiment":"neutral","sentiment_score":-0.12364180386066435},{"text":"Okay.","start":70.305,"end":70.805,"sentiment":"neutral","sentiment_score":-0.04251212254166603},{"text":"Alicia, we appreciate your call.","start":71.265,"end":73.345,"sentiment":"neutral","sentiment_score":0.21577870156615972}],"sentiment":"neutral","sentiment_score":0.1729198808727019,"num_words":17,"start":30.93,"end":73.345},{"sentences":[{"text":"And, yeah, I'm just wondering because we have not received your email.","start":73.345,"end":78.325005,"sentiment":"neutral","sentiment_score":-0.12668871382872263},{"text":"Have you sent us a ticket or an email directly to a which email if you could confirm, please, so we could check this?","start":79.94,"end":89.96001,"sentiment":"neutral","sentiment_score":-0.07903303857892752},{"text":"Okay.","start":104.86,"end":105.34,"sentiment":"neutral","sentiment_score":-0.018265869468450543},{"text":"Got it.","start":105.34,"end":106.06,"sentiment":"neutral","sentiment_score":-0.002442793920636177},{"text":"So I'll see Okay.","start":106.06,"end":121.895,"sentiment":"neutral","sentiment_score":-0.013471744954586029}],"sentiment":"neutral","sentiment_score":-0.08125804485969765,"num_words":43,"start":73.345,"end":121.895},{"sentences":[{"text":"So oh, I'm so sorry.","start":122.034996,"end":125.335,"sentiment":"neutral","sentiment_score":-0.2242063522338867},{"text":"I will go ahead and ask our team in reference with this.","start":126.515,"end":130.295,"sentiment":"neutral","sentiment_score":-0.17488702634970346},{"text":"But as far as we had the duty last week, the whole week, and taking care of all Opticom customers, we have not received the email you sent.","start":130.435,"end":142.42,"sentiment":"neutral","sentiment_score":-0.15464007322277343},{"text":"But anyway, Alicia, I I do apologize for that, but I appreciate your call today.","start":142.42,"end":147.95999,"sentiment":"neutral","sentiment_score":0.04430464083949725},{"text":"Yeah.","start":148.27501,"end":148.77501,"sentiment":"neutral","sentiment_score":-0.009871061891317368}],"sentiment":"neutral","sentiment_score":-0.11303114060495721,"num_words":61,"start":122.034996,"end":148.77501},{"sentences":[{"text":"Here's the thing.","start":149.235,"end":150.375,"sentiment":"neutral","sentiment_score":-0.011686636755863825},{"text":"Last week, all all service from Opticum has been ended.","start":150.835,"end":156.215,"sentiment":"neutral","sentiment_score":-0.23865141570568085},{"text":"And then this Friday, Airtel AU already had a network partner who could provide a Opticom service.","start":156.91501,"end":166.15999,"sentiment":"neutral","sentiment_score":0.00400627831764081},{"text":"So if you would like to stay with us, we can go ahead and reactivate your service.","start":166.45999,"end":172.87999,"sentiment":"neutral","sentiment_score":0.08754766688627355},{"text":"Are you changing address or not at all?","start":174.425,"end":178.045,"sentiment":"neutral","sentiment_score":-0.05445179808884859}],"sentiment":"neutral","sentiment_score":-0.023650388792157175,"num_words":55,"start":149.235,"end":178.045},{"sentences":[{"text":"Okay.","start":183.945,"end":184.445,"sentiment":"neutral","sentiment_score":0.020346246659755707},{"text":"Sure.","start":184.585,"end":185.085,"sentiment":"neutral","sentiment_score":0.054134346544742584},{"text":"So let me check the time here.","start":185.145,"end":188.5,"sentiment":"neutral","sentiment_score":0.0447041110268661},{"text":"Yeah.","start":192.08,"end":192.58,"sentiment":"neutral","sentiment_score":-0.029926110059022903},{"text":"Yes.","start":196.16,"end":196.66,"sentiment":"neutral","sentiment_score":-0.1326662451028824}],"sentiment":"neutral","sentiment_score":0.02043791047551415,"num_words":11,"start":183.945,"end":196.66},{"sentences":[{"text":"I understand.","start":200.065,"end":200.805,"sentiment":"neutral","sentiment_score":-0.15477793663740158},{"text":"But we just had a new update.","start":201.105,"end":204.08499,"sentiment":"neutral","sentiment_score":-0.08918587331260953},{"text":"Our management just signed a new partnered contract to if you are aware to OC Broadband, so we are partnered with them since Friday, and Opticom is one of the services that we support.","start":204.705,"end":221.59001,"sentiment":"neutral","sentiment_score":0.025434054982136276},{"text":"So, basically, this Friday, we just got an update that we can go ahead and just transfer our OptiQum customer to this new portal, which is OC Broadband, and then resume the connection.","start":222.05,"end":238.115,"sentiment":"neutral","sentiment_score":0.08917647893681671},{"text":"But I just wanted to confirm, you are which one here?","start":238.495,"end":244.48999,"sentiment":"neutral","sentiment_score":0.0697698291729797}],"sentiment":"neutral","sentiment_score":0.04185279090514128,"num_words":87,"start":200.065,"end":244.48999},{"sentences":[{"text":"Just bear with me.","start":244.70999,"end":245.51,"sentiment":"neutral","sentiment_score":0.0389108145609498},{"text":"Okay?","start":245.51,"end":246.01,"sentiment":"neutral","sentiment_score":0.06925538182258606},{"text":"Are you are okay with the same speed?","start":246.79,"end":249.03,"sentiment":"neutral","sentiment_score":0.09953612461686134},{"text":"Because I could see on your history that you are on a basic one, Supa basic, which is 6990 five.","start":249.03,"end":261.375,"sentiment":"neutral","sentiment_score":0.09381047505885362},{"text":"Yes.","start":263.355,"end":263.855,"sentiment":"neutral","sentiment_score":0.11697125434875488}],"sentiment":"neutral","sentiment_score":0.08865789389785599,"num_words":34,"start":244.70999,"end":263.855},{"sentences":[{"text":"If before you're still if you're able to use it, it's smoothly, that would be fine.","start":264.795,"end":270.54,"sentiment":"neutral","sentiment_score":0.1333030452951789},{"text":"But I will also ask our technical team in reference with this, and then we will get back.","start":270.54,"end":278.47998,"sentiment":"neutral","sentiment_score":-0.012556870261000263},{"text":"Okay.","start":281.26,"end":281.76,"sentiment":"neutral","sentiment_score":0.11858231574296953},{"text":"Sure.","start":281.82,"end":282.285,"sentiment":"neutral","sentiment_score":0.17743748426437378},{"text":"Mhmm.","start":286.285,"end":286.785,"sentiment":"neutral","sentiment_score":0.26480990648269653}],"sentiment":"neutral","sentiment_score":0.0666933720679702,"num_words":37,"start":264.795,"end":286.785},{"sentences":[{"text":"No no one.","start":290.685,"end":291.745,"sentiment":"neutral","sentiment_score":-0.06013352299729983},{"text":"Oh, I see.","start":291.885,"end":292.685,"sentiment":"neutral","sentiment_score":0.050145603716373444},{"text":"So it's only yourself and your devices, like cell phone, laptop?","start":292.685,"end":297.265,"sentiment":"neutral","sentiment_score":0.042405652898279106},{"text":"Mhmm.","start":299.47,"end":299.97,"sentiment":"neutral","sentiment_score":0.1983652710914612},{"text":"But alright.","start":301.15,"end":302.03,"sentiment":"neutral","sentiment_score":0.024314476177096367}],"sentiment":"neutral","sentiment_score":0.034174632374197246,"num_words":20,"start":290.685,"end":302.03},{"sentences":[{"text":"And and you are not into games, like online gaming, like the Mobile Legends, something like that?","start":302.03,"end":308.11,"sentiment":"neutral","sentiment_score":-0.07914881890310961},{"text":"You're not using that?","start":308.11,"end":309.41,"sentiment":"neutral","sentiment_score":-0.09297782555222511},{"text":"Okay.","start":309.71,"end":310.21,"sentiment":"neutral","sentiment_score":-0.05708051845431328},{"text":"The same.","start":310.43,"end":311.09,"sentiment":"neutral","sentiment_score":-0.07944782078266144},{"text":"Okay.","start":312.025,"end":312.345,"sentiment":"neutral","sentiment_score":-0.05550256371498108}],"sentiment":"neutral","sentiment_score":-0.07955679789185524,"num_words":25,"start":302.03,"end":312.345},{"sentences":[{"text":"I'm not also fun with that.","start":312.345,"end":314.10498,"sentiment":"neutral","sentiment_score":-0.19627375404040018},{"text":"But anyway, I'll go ahead and endorse your account to our tech team, and then we will update you before end of office today.","start":314.10498,"end":322.685,"sentiment":"neutral","sentiment_score":0.030218541544551652},{"text":"Okay?","start":322.985,"end":323.485,"sentiment":"neutral","sentiment_score":0.01381726749241352},{"text":"Because we've just signed up to OZ Broadband to remain your account and then resume your services for Opticom, but a different one.","start":323.92,"end":335.04,"sentiment":"neutral","sentiment_score":0.021980672538199502},{"text":"But still Opticom, it's still Airtel.","start":335.04,"end":337.30002,"sentiment":"neutral","sentiment_score":0.012521686032414436}],"sentiment":"neutral","sentiment_score":0.0023684220815387864,"num_words":60,"start":312.345,"end":337.30002},{"sentences":[{"text":"Yes.","start":340.305,"end":340.805,"sentiment":"neutral","sentiment_score":0.01615607738494873},{"text":"Airtel.","start":342.305,"end":342.805,"sentiment":"neutral","sentiment_score":0.013534365221858025},{"text":"We just signed up to OZ Broadband so we can get a service from Opticom, but we still handle your account.","start":343.025,"end":350.145,"sentiment":"neutral","sentiment_score":0.08470656208339192},{"text":"So, technically, we are your still your Internet service provider.","start":350.145,"end":356.25,"sentiment":"neutral","sentiment_score":0.04666989203542471},{"text":"Because the one that we're using before, it's already been terminated, and they just cut off the services of our customers without notifying us.","start":356.47,"end":366.285,"sentiment":"negative","sentiment_score":-0.4514984966566165}],"sentiment":"neutral","sentiment_score":-0.1501883640885353,"num_words":57,"start":340.305,"end":366.285},{"sentences":[{"text":"Reason why our management just signed up to OZ Broadband, partner with them to get an OptiKum services to be provided to our OptiKum customers like you.","start":366.525,"end":379.265,"sentiment":"neutral","sentiment_score":-0.23516672518518236},{"text":"So that's it.","start":379.56,"end":381.32,"sentiment":"neutral","sentiment_score":-0.1262339154879252},{"text":"We will update you before end of office today in reference with your plan, okay, with the service to get it resume.","start":381.32,"end":390.38,"sentiment":"neutral","sentiment_score":0.025017792083830995},{"text":"We are open until 6PM.","start":391.96002,"end":394.30002,"sentiment":"neutral","sentiment_score":0.05407160222530365},{"text":"So before 6PM, we'll update you.","start":395.125,"end":397.625,"sentiment":"neutral","sentiment_score":0.07967718690633774}],"sentiment":"neutral","sentiment_score":-0.08618080584214084,"num_words":63,"start":366.525,"end":397.625},{"sentences":[{"text":"And everything is just there.","start":397.76498,"end":399.76498,"sentiment":"neutral","sentiment_score":0.13909968435764314},{"text":"Right?","start":399.76498,"end":400.005,"sentiment":"neutral","sentiment_score":0.07510319352149963},{"text":"You still have the the router, the modem?","start":400.005,"end":402.745,"sentiment":"neutral","sentiment_score":0.05225930968299508},{"text":"Alright.","start":404.805,"end":405.305,"sentiment":"neutral","sentiment_score":0.2101420760154724},{"text":"Perfect.","start":405.365,"end":405.865,"sentiment":"positive","sentiment_score":0.3780009150505066}],"sentiment":"neutral","sentiment_score":0.11105119273997843,"num_words":16,"start":397.76498,"end":405.865},{"sentences":[{"text":"Sure.","start":406.005,"end":406.405,"sentiment":"neutral","sentiment_score":0.20948496460914612},{"text":"Official.","start":406.405,"end":406.905,"sentiment":"neutral","sentiment_score":0.1896391212940216},{"text":"Yeah.","start":412.04,"end":412.36,"sentiment":"neutral","sentiment_score":0.02523768320679665},{"text":"But if you did not change anything in the setup, it should good to go.","start":412.36,"end":417.74,"sentiment":"neutral","sentiment_score":0.062072077517708144},{"text":"Oh, Yeah.","start":420.68,"end":435.20502,"sentiment":"neutral","sentiment_score":-0.033761045429855585}],"sentiment":"neutral","sentiment_score":0.06439604205079377,"num_words":20,"start":406.005,"end":435.20502},{"sentences":[{"text":"Yeah.","start":436.81998,"end":437.3,"sentiment":"neutral","sentiment_score":-0.0151791013777256},{"text":"That's the thing.","start":437.3,"end":438.28,"sentiment":"neutral","sentiment_score":-0.05096790691216787},{"text":"Yeah.","start":438.81998,"end":439.13998,"sentiment":"neutral","sentiment_score":-0.06513920426368713},{"text":"That's the thing.","start":439.13998,"end":439.78,"sentiment":"neutral","sentiment_score":-0.1309796224037806},{"text":"That's the issue.","start":439.78,"end":441.63998,"sentiment":"neutral","sentiment_score":-0.29725340008735657}],"sentiment":"neutral","sentiment_score":-0.1379928267137571,"num_words":11,"start":436.81998,"end":441.63998},{"sentences":[{"text":"It went not so good.","start":442.34,"end":445.87997,"sentiment":"negative","sentiment_score":-0.5386001825332641},{"text":"Opticom sent, like, a letter without notifying us.","start":446.25998,"end":449.86,"sentiment":"negative","sentiment_score":-0.43631522357463837},{"text":"Reason why they just cut off the services.","start":449.86,"end":453.005,"sentiment":"negative","sentiment_score":-0.4077513888478279},{"text":"But, anyways, as I've mentioned, we'll get back to you before end of office today.","start":453.30502,"end":458.045,"sentiment":"neutral","sentiment_score":-0.06365063165624936},{"text":"I'll just endorse your account and address to our tech team.","start":458.345,"end":462.345,"sentiment":"neutral","sentiment_score":0.27573056061836804}],"sentiment":"neutral","sentiment_score":-0.15675015149122856,"num_words":47,"start":442.34,"end":462.345},{"sentences":[{"text":"Okay?","start":462.345,"end":462.845,"sentiment":"neutral","sentiment_score":0.13269437849521637},{"text":"Alright.","start":464.42502,"end":464.905,"sentiment":"neutral","sentiment_score":0.13776028156280518},{"text":"Thank you, Alicia.","start":464.905,"end":465.885,"sentiment":"positive","sentiment_score":0.6314905683199564},{"text":"Have a good one.","start":466.7249,"end":467.60492,"sentiment":"neutral","sentiment_score":0.29254255816340446},{"text":"Talk to you soon.","start":467.60492,"end":468.40494,"sentiment":"positive","sentiment_score":0.3737497329711914}],"sentiment":"positive","sentiment_score":0.3715458099658673,"num_words":13,"start":462.345,"end":468.40494},{"sentences":[{"text":"Bye bye.","start":468.40494,"end":469.14493,"sentiment":"neutral","sentiment_score":0.030110970139503493}],"sentiment":"neutral","sentiment_score":0.030110970139503493,"num_words":2,"start":468.40494,"end":469.14493}]}}]},{"alternatives":[{"transcript":"Hi. Yes. I'm actually calling about an email I have sent out. Yes. It's 0420393902. Alisha Aliva Viva. So from the email that was there on your website, I sent out one from, I think, my main email, which is Aviva, and it was on, like, on the February 28. And I basically told you guys about how I want to cancel my subscription because my building no longer supports Airtel because it's under Opticon. Yeah. So just wanted to talk about that. Like, can you guys cancel it? An email. An email directly. Yeah. Sure. You can go ahead and check it, but I've been waiting for, like, two days now. So I will need to get it, you know, fully unsubscribed within today so I can get my new Internet connection on. Okay. There's also one called support. So I sent it to two email addresses. One is help desk at airtel dot net dot a u, and the other one is support@airtel.au. Yeah. No. I'm not changing my no. I'm not changing my address, but I want my connection to be resumed. But, like, I need to make sure that it works because, like oh, yeah. Opticom does not have Airtel on their list. So if you guys cannot give me the service, I will not take it. Yes. Sure. So I can still use my PC on it today. Yeah. That's fine. Yeah. No. Previously, it was fine. Then, yeah, that's fine. Like, the one I had been using for, like, over a year, it it was actually pretty good. It worked for me because I it's just me living here. No roommates. Yeah. Yeah. Yeah. Yeah. So that's why it's fine. Like, the basics will do just fine because it's only me. No. No. No. I'm a student. Yeah. Okay. So Uh-huh. It's still Airtel. So where do I pay every month? Uh-huh. Okay. Okay. What time would that be? Okay. Yeah. Yeah. Yeah. Yeah. I have everything. Yeah. Like, I didn't need the Opticom box. It was just the router, and that's how I, you know, used it. Not mhmm. Yeah. No changes made because I only arrived in Melbourne, like, two days ago. That's the day I emailed you guys. Because I came home and I see that my Wi Fi is not working, And then I checked a letter I got from my billing manager where it was like, okay. Opticom is no longer partnered with Airtel. Yeah. So that's when I sent out the email. Okay. Sure. Yeah. Let me know then. Thank you. 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Yes. I'm actually calling about an email I have sent out. Yes. It's 0420393902.\n\nAlisha Aliva Viva. So from the email that was there on your website, I sent out one from, I think, my main email, which is Aviva, and it was on, like, on the February 28. And I basically told you guys about how I want to cancel my subscription because my building no longer supports Airtel because it's under Opticon. Yeah. So just wanted to talk about that.\n\nLike, can you guys cancel it? An email. An email directly. Yeah. Sure.\n\nYou can go ahead and check it, but I've been waiting for, like, two days now. So I will need to get it, you know, fully unsubscribed within today so I can get my new Internet connection on. Okay. There's also one called support. So I sent it to two email addresses.\n\nOne is help desk at airtel dot net dot a u, and the other one is support@airtel.au. Yeah. No. I'm not changing my no. I'm not changing my address, but I want my connection to be resumed.\n\nBut, like, I need to make sure that it works because, like oh, yeah. Opticom does not have Airtel on their list. So if you guys cannot give me the service, I will not take it. Yes. Sure.\n\nSo I can still use my PC on it today. Yeah. That's fine. Yeah. No.\n\nPreviously, it was fine. Then, yeah, that's fine. Like, the one I had been using for, like, over a year, it it was actually pretty good. It worked for me because I it's just me living here. No roommates.\n\nYeah. Yeah. Yeah. Yeah. So that's why it's fine.\n\nLike, the basics will do just fine because it's only me. No. No. No. I'm a student.\n\nYeah. Okay. So Uh-huh. It's still Airtel. So where do I pay every month?\n\nUh-huh. Okay. Okay. What time would that be? Okay.\n\nYeah. Yeah. Yeah. Yeah. I have everything.\n\nYeah. Like, I didn't need the Opticom box. It was just the router, and that's how I, you know, used it. Not mhmm. Yeah.\n\nNo changes made because I only arrived in Melbourne, like, two days ago. That's the day I emailed you guys. Because I came home and I see that my Wi Fi is not working, And then I checked a letter I got from my billing manager where it was like, okay. Opticom is no longer partnered with Airtel. Yeah.\n\nSo that's when I sent out the email. Okay. Sure. Yeah. Let me know then.\n\nThank you. No worries, darling.","paragraphs":[{"sentences":[{"text":"Hi.","start":6.3199997,"end":6.8199997,"sentiment":"neutral","sentiment_score":0.05678119137883186},{"text":"Yes.","start":6.8799996,"end":7.3799996,"sentiment":"neutral","sentiment_score":0.05286966264247894},{"text":"I'm actually calling about an email I have sent out.","start":7.44,"end":11.3,"sentiment":"neutral","sentiment_score":-0.005044023366644978},{"text":"Yes.","start":18.505001,"end":18.825,"sentiment":"neutral","sentiment_score":0.028035052120685577},{"text":"It's 0420393902.","start":18.825,"end":24.845001,"sentiment":"neutral","sentiment_score":0.032771311700344086}],"sentiment":"neutral","sentiment_score":0.010185886391748984,"num_words":15,"start":6.3199997,"end":24.845001},{"sentences":[{"text":"Alisha Aliva Viva.","start":28.744999,"end":30.365,"sentiment":"neutral","sentiment_score":0.09790386135379474},{"text":"So from the email that was there on your website, I sent out one from, I think, my main email, which is Aviva, and it was on, like, on the February 28.","start":36.95,"end":51.335,"sentiment":"neutral","sentiment_score":-0.11544934357516468},{"text":"And I basically told you guys about how I want to cancel my subscription because my building no longer supports Airtel because it's under Opticon.","start":51.795,"end":63.6,"sentiment":"neutral","sentiment_score":-0.32421585321426394},{"text":"Yeah.","start":65.5,"end":65.82,"sentiment":"neutral","sentiment_score":-0.10724017024040222},{"text":"So just wanted to talk about that.","start":65.82,"end":67.9,"sentiment":"neutral","sentiment_score":-0.12477458587714604}],"sentiment":"neutral","sentiment_score":-0.18362832370707216,"num_words":68,"start":28.744999,"end":67.9},{"sentences":[{"text":"Like, can you guys cancel it?","start":67.9,"end":69.68,"sentiment":"neutral","sentiment_score":-0.16354727993408838},{"text":"An email.","start":83.494995,"end":84.235,"sentiment":"neutral","sentiment_score":-0.07581307739019394},{"text":"An email directly.","start":84.295,"end":85.515,"sentiment":"neutral","sentiment_score":-0.044984916845957436},{"text":"Yeah.","start":91.33,"end":91.73,"sentiment":"neutral","sentiment_score":-0.06281919777393341},{"text":"Sure.","start":91.73,"end":92.05,"sentiment":"neutral","sentiment_score":-0.030628681182861328}],"sentiment":"neutral","sentiment_score":-0.10471634337535271,"num_words":13,"start":67.9,"end":92.05},{"sentences":[{"text":"You can go ahead and check it, but I've been waiting for, like, two days now.","start":92.05,"end":95.990005,"sentiment":"neutral","sentiment_score":-0.16932396218180656},{"text":"So I will need to get it, you know, fully unsubscribed within today so I can get my new Internet connection on.","start":96.37,"end":104.085,"sentiment":"neutral","sentiment_score":-0.17230621285059236},{"text":"Okay.","start":106.225006,"end":106.545006,"sentiment":"neutral","sentiment_score":-0.0014438554644584656},{"text":"There's also one called support.","start":106.545006,"end":108.565,"sentiment":"neutral","sentiment_score":-0.011765152728185058},{"text":"So I sent it to two email addresses.","start":108.625,"end":110.805,"sentiment":"neutral","sentiment_score":-0.019116204348392785}],"sentiment":"neutral","sentiment_score":-0.12909844868297043,"num_words":52,"start":92.05,"end":110.805},{"sentences":[{"text":"One is help desk at airtel dot net dot a u, and the other one is support@airtel.au.","start":111.265,"end":120.01,"sentiment":"neutral","sentiment_score":-0.0008175450870219399},{"text":"Yeah.","start":156.96,"end":157.335,"sentiment":"neutral","sentiment_score":-0.0463239848613739},{"text":"No.","start":176.63,"end":176.87,"sentiment":"neutral","sentiment_score":-0.07285565137863159},{"text":"I'm not changing my no.","start":176.87,"end":178.15,"sentiment":"neutral","sentiment_score":-0.09256104975938798},{"text":"I'm not changing my address, but I want my connection to be resumed.","start":178.15,"end":182.65,"sentiment":"neutral","sentiment_score":-0.09426351120838752}],"sentiment":"neutral","sentiment_score":-0.04922456208717178,"num_words":37,"start":111.265,"end":182.65},{"sentences":[{"text":"But, like, I need to make sure that it works because, like oh, yeah.","start":188.52501,"end":193.16501,"sentiment":"neutral","sentiment_score":0.0028452686965465546},{"text":"Opticom does not have Airtel on their list.","start":193.16501,"end":195.505,"sentiment":"neutral","sentiment_score":-0.1371262138709426},{"text":"So if you guys cannot give me the service, I will not take it.","start":195.77,"end":199.55,"sentiment":"negative","sentiment_score":-0.3422470529164587},{"text":"Yes.","start":214.625,"end":215.125,"sentiment":"neutral","sentiment_score":0.08236877620220184},{"text":"Sure.","start":246.475,"end":246.975,"sentiment":"neutral","sentiment_score":0.10392618179321288}],"sentiment":"neutral","sentiment_score":-0.14900894031712883,"num_words":38,"start":188.52501,"end":246.975},{"sentences":[{"text":"So I can still use my PC on it today.","start":259.22,"end":261.72,"sentiment":"neutral","sentiment_score":0.1429321363568306},{"text":"Yeah.","start":264.5,"end":264.74,"sentiment":"neutral","sentiment_score":0.13544699549674988},{"text":"That's fine.","start":264.74,"end":265.47998,"sentiment":"neutral","sentiment_score":0.15836326777935028},{"text":"Yeah.","start":269.86,"end":270.36,"sentiment":"neutral","sentiment_score":0.23195309937000275},{"text":"No.","start":277.445,"end":277.945,"sentiment":"neutral","sentiment_score":-0.06974048167467117}],"sentiment":"neutral","sentiment_score":0.1362471674879392,"num_words":15,"start":259.22,"end":277.945},{"sentences":[{"text":"Previously, it was fine.","start":278.405,"end":279.845,"sentiment":"neutral","sentiment_score":0.0973396971821785},{"text":"Then, yeah, that's fine.","start":279.845,"end":280.985,"sentiment":"neutral","sentiment_score":0.16482868790626526},{"text":"Like, the one I had been using for, like, over a year, it it was actually pretty good.","start":281.285,"end":287.2,"sentiment":"neutral","sentiment_score":0.23684080359008577},{"text":"It worked for me because I it's just me living here.","start":287.2,"end":289.6,"sentiment":"positive","sentiment_score":0.5269649841568687},{"text":"No roommates.","start":289.6,"end":290.34,"sentiment":"neutral","sentiment_score":-0.03617720305919647}],"sentiment":"neutral","sentiment_score":0.28297611345083284,"num_words":39,"start":278.405,"end":290.34},{"sentences":[{"text":"Yeah.","start":295.2,"end":295.7,"sentiment":"neutral","sentiment_score":0.0283985398709774},{"text":"Yeah.","start":296.44498,"end":296.685,"sentiment":"neutral","sentiment_score":0.03718510642647743},{"text":"Yeah.","start":296.685,"end":296.845,"sentiment":"neutral","sentiment_score":0.027183644473552704},{"text":"Yeah.","start":296.845,"end":297.245,"sentiment":"neutral","sentiment_score":0.08287879824638367},{"text":"So that's why it's fine.","start":297.245,"end":298.685,"sentiment":"neutral","sentiment_score":0.20165954828262328}],"sentiment":"neutral","sentiment_score":0.13154931449227864,"num_words":9,"start":295.2,"end":298.685},{"sentences":[{"text":"Like, the basics will do just fine because it's only me.","start":298.685,"end":301.585,"sentiment":"neutral","sentiment_score":0.19586603953079743},{"text":"No.","start":307.56497,"end":308.06497,"sentiment":"neutral","sentiment_score":-0.1256338357925415},{"text":"No.","start":309.18,"end":309.68,"sentiment":"neutral","sentiment_score":-0.10316099971532822},{"text":"No.","start":309.82,"end":310.22,"sentiment":"neutral","sentiment_score":-0.10051140934228896},{"text":"I'm a student.","start":310.22,"end":311.12,"sentiment":"neutral","sentiment_score":-0.0819963663816452}],"sentiment":"neutral","sentiment_score":0.09289594652021632,"num_words":17,"start":298.685,"end":311.12},{"sentences":[{"text":"Yeah.","start":311.66,"end":312.16,"sentiment":"neutral","sentiment_score":-0.03802436217665672},{"text":"Okay.","start":324.10498,"end":324.425,"sentiment":"neutral","sentiment_score":0.009416358545422554},{"text":"So Uh-huh.","start":324.425,"end":327.645,"sentiment":"neutral","sentiment_score":0.009138002526015043},{"text":"It's still Airtel.","start":338.64,"end":339.68,"sentiment":"neutral","sentiment_score":0.027055948972702026},{"text":"So where do I pay every month?","start":339.68,"end":341.86002,"sentiment":"neutral","sentiment_score":0.012837051546999387}],"sentiment":"neutral","sentiment_score":0.011478229226278407,"num_words":14,"start":311.66,"end":341.86002},{"sentences":[{"text":"Uh-huh.","start":371.3,"end":371.8,"sentiment":"neutral","sentiment_score":-0.2076717913150787},{"text":"Okay.","start":384.515,"end":385.015,"sentiment":"neutral","sentiment_score":0.0290188267827034},{"text":"Okay.","start":389.155,"end":389.475,"sentiment":"neutral","sentiment_score":0.0225289985537529},{"text":"What time would that be?","start":389.475,"end":390.9,"sentiment":"neutral","sentiment_score":0.011973239108920097},{"text":"Okay.","start":402.34,"end":402.5,"sentiment":"neutral","sentiment_score":0.04024498537182808}],"sentiment":"neutral","sentiment_score":-0.006223642784688205,"num_words":9,"start":371.3,"end":402.5},{"sentences":[{"text":"Yeah.","start":402.5,"end":402.66,"sentiment":"neutral","sentiment_score":0.04641171917319298},{"text":"Yeah.","start":402.66,"end":402.82,"sentiment":"neutral","sentiment_score":0.053624678403139114},{"text":"Yeah.","start":402.82,"end":403.06,"sentiment":"neutral","sentiment_score":0.06214535981416702},{"text":"Yeah.","start":403.06,"end":403.22,"sentiment":"neutral","sentiment_score":0.08551622927188873},{"text":"I have everything.","start":403.22,"end":404.03998,"sentiment":"neutral","sentiment_score":0.10139678915341695}],"sentiment":"neutral","sentiment_score":0.07884119344609124,"num_words":7,"start":402.5,"end":404.03998},{"sentences":[{"text":"Yeah.","start":404.1,"end":404.295,"sentiment":"neutral","sentiment_score":0.09551303088665009},{"text":"Like, I didn't need the Opticom box.","start":406.21503,"end":408.21503,"sentiment":"neutral","sentiment_score":0.07724960520863533},{"text":"It was just the router, and that's how I, you know, used it.","start":408.21503,"end":412.075,"sentiment":"neutral","sentiment_score":0.08041688083456112},{"text":"Not mhmm.","start":415.015,"end":416.475,"sentiment":"neutral","sentiment_score":-0.011723325122147799},{"text":"Yeah.","start":418.22998,"end":418.62997,"sentiment":"neutral","sentiment_score":0.037366949021816254}],"sentiment":"neutral","sentiment_score":0.07065000070724636,"num_words":24,"start":404.1,"end":418.62997},{"sentences":[{"text":"No changes made because I only arrived in Melbourne, like, two days ago.","start":418.62997,"end":423.61,"sentiment":"neutral","sentiment_score":-0.009897207411435934},{"text":"That's the day I emailed you guys.","start":423.75,"end":425.66998,"sentiment":"neutral","sentiment_score":-0.04772891157439777},{"text":"Because I came home and I see that my Wi Fi is not working, And then I checked a letter I got from my billing manager where it was like, okay.","start":425.66998,"end":433.285,"sentiment":"neutral","sentiment_score":-0.17421190488723018},{"text":"Opticom is no longer partnered with Airtel.","start":433.285,"end":436.085,"sentiment":"neutral","sentiment_score":-0.09814922298703875},{"text":"Yeah.","start":436.085,"end":436.325,"sentiment":"neutral","sentiment_score":-0.02467699907720089}],"sentiment":"neutral","sentiment_score":-0.11144163879423828,"num_words":59,"start":418.62997,"end":436.325},{"sentences":[{"text":"So that's when I sent out the email.","start":436.325,"end":438.185,"sentiment":"neutral","sentiment_score":-0.03259872074704617},{"text":"Okay.","start":458.52,"end":458.895,"sentiment":"neutral","sentiment_score":-0.01288520824164152},{"text":"Sure.","start":463.455,"end":463.85498,"sentiment":"neutral","sentiment_score":0.21175752580165863},{"text":"Yeah.","start":463.85498,"end":464.25497,"sentiment":"neutral","sentiment_score":0.1662212312221527},{"text":"Let me know then.","start":464.25497,"end":465.215,"sentiment":"neutral","sentiment_score":0.17858652770519257}],"sentiment":"neutral","sentiment_score":0.05457665957510471,"num_words":15,"start":436.325,"end":465.215},{"sentences":[{"text":"Thank you.","start":465.215,"end":465.955,"sentiment":"positive","sentiment_score":0.5877573788166046},{"text":"No worries, darling.","start":466.815,"end":467.875,"sentiment":"neutral","sentiment_score":0.3157433917125066}],"sentiment":"positive","sentiment_score":0.4245489865541458,"num_words":5,"start":465.215,"end":467.875}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon. Thank you so much for calling your Tel account. How may I help you today?\n\nChannel 1: Hi. Yes. I'm actually calling about an email I have sent out.\n\nChannel 0: Oh, sure. I would love to assist you. May I have your phone number, please?\n\nChannel 1: Yes. It's 0420393902.\n\nChannel 0: Okay. Thank you. And your full name, please?\n\nChannel 1: Alisha Aliva Viva.\n\nChannel 0: Thank you so much. And which email you're pertaining with?\n\nChannel 1: So from the email that was there on your website, I sent out one from, I think, my main email, which is Aviva, and it was on, like, on the February 28. And I basically told you guys about how I want to cancel my subscription because my building no longer supports Airtel because it's under Opticon.\n\nChannel 0: Mhmm.\n\nChannel 1: Yeah. So just wanted to talk about that. Like, can you guys cancel it?\n\nChannel 0: Okay. Alicia, we appreciate your call. And, yeah, I'm just wondering because we have not received your email. Have you sent us a ticket or an email directly\n\nChannel 1: An\n\nChannel 0: to\n\nChannel 1: email.\n\nChannel 0: a\n\nChannel 1: An email directly.\n\nChannel 0: which email if you could confirm, please, so we could check this?\n\nChannel 1: Yeah. Sure. You can go ahead and check it, but I've been waiting for, like, two days now. So I will need to get it, you know, fully unsubscribed within today so I can get my new Internet connection on.\n\nChannel 0: Okay. Got it. So\n\nChannel 1: Okay.\n\nChannel 0: I'll\n\nChannel 1: There's also one called support. So I sent it to two email addresses. One is\n\nChannel 0: see\n\nChannel 1: help desk at airtel dot net dot a u, and the other one is support@airtel.au.\n\nChannel 0: Okay. So oh, I'm so sorry. I will go ahead and ask our team in reference with this. But as far as we had the duty last week, the whole week, and taking care of all Opticom customers, we have not received the email you sent. But anyway, Alicia, I I do apologize for that, but I appreciate your call today.\n\nYeah. Here's the thing. Last week, all all service from Opticum has been ended. And\n\nChannel 1: Yeah.\n\nChannel 0: then this Friday, Airtel AU already had a network partner who could provide a Opticom service. So if you would like to stay with us, we can go ahead and reactivate your service. Are you changing address\n\nChannel 1: No.\n\nChannel 0: or\n\nChannel 1: I'm not\n\nChannel 0: not\n\nChannel 1: changing\n\nChannel 0: at all?\n\nChannel 1: my no. I'm not changing my address, but I want my connection to be resumed.\n\nChannel 0: Okay. Sure. So let me check the time here.\n\nChannel 1: But, like, I need to make sure that it works because, like\n\nChannel 0: Yeah.\n\nChannel 1: oh, yeah. Opticom does not have Airtel on their list. So if\n\nChannel 0: Yes.\n\nChannel 1: you guys cannot give me the service, I will not take it.\n\nChannel 0: I understand. But we just had a new update. Our management just signed a new partnered contract to if you are aware to OC Broadband, so we are partnered\n\nChannel 1: Yes.\n\nChannel 0: with them since Friday, and Opticom is one of the services that we support. So, basically, this Friday, we just got an update that we can go ahead and just transfer our OptiQum customer to this new portal, which is OC Broadband, and then resume the connection. But I just wanted to confirm, you are which one here? Just bear with me. Okay?\n\nChannel 1: Sure.\n\nChannel 0: Are you are okay with the same speed? Because I could see on your history that you are on a basic one, Supa basic, which is 6990\n\nChannel 1: So I can still use my PC on\n\nChannel 0: five.\n\nChannel 1: it today.\n\nChannel 0: Yes.\n\nChannel 1: Yeah. That's\n\nChannel 0: If\n\nChannel 1: fine.\n\nChannel 0: before you're still if you're able to use it, it's smoothly, that would\n\nChannel 1: Yeah.\n\nChannel 0: be fine. But I will also ask our technical team in reference with this, and then we will\n\nChannel 1: No.\n\nChannel 0: get back.\n\nChannel 1: Previously, it was fine. Then, yeah, that's fine.\n\nChannel 0: Okay.\n\nChannel 1: Like, the one\n\nChannel 0: Sure.\n\nChannel 1: I had been using for, like, over a year, it it was actually\n\nChannel 0: Mhmm.\n\nChannel 1: pretty good. It worked for me because I it's just me living here. No roommates.\n\nChannel 0: No no one. Oh, I see. So it's only yourself and your devices,\n\nChannel 1: Yeah.\n\nChannel 0: like cell\n\nChannel 1: Yeah.\n\nChannel 0: phone,\n\nChannel 1: Yeah.\n\nChannel 0: laptop?\n\nChannel 1: Yeah. So that's why it's fine. Like, the basics\n\nChannel 0: Mhmm.\n\nChannel 1: will do just fine because it's only me.\n\nChannel 0: But alright. And and you are not into games, like online gaming, like the Mobile Legends, something\n\nChannel 1: No.\n\nChannel 0: like that? You're not using that?\n\nChannel 1: No.\n\nChannel 0: Okay.\n\nChannel 1: No. I'm\n\nChannel 0: The\n\nChannel 1: a\n\nChannel 0: same.\n\nChannel 1: student. Yeah.\n\nChannel 0: Okay. I'm not also fun with that. But anyway, I'll go ahead and endorse your account to our tech team, and then we will update you before end of office today. Okay? Because\n\nChannel 1: Okay.\n\nChannel 0: we've\n\nChannel 1: So\n\nChannel 0: just signed up to OZ Broadband to\n\nChannel 1: Uh-huh.\n\nChannel 0: remain your account and then resume your services for Opticom, but a different one. But still Opticom, it's still Airtel.\n\nChannel 1: It's still Airtel. So where\n\nChannel 0: Yes.\n\nChannel 1: do I pay every month?\n\nChannel 0: Airtel. We just signed up to OZ Broadband so we can get a service from Opticom, but we still handle your account. So, technically, we are your still your Internet service provider. Because the one that we're using before, it's already been terminated, and they just cut off the services of our customers without notifying us. Reason why our management just signed up to OZ Broadband, partner\n\nChannel 1: Uh-huh.\n\nChannel 0: with them to get an OptiKum services to be provided to our OptiKum customers like you. So that's it. We will update you before end of office today in reference\n\nChannel 1: Okay.\n\nChannel 0: with your plan, okay, with the service\n\nChannel 1: Okay.\n\nChannel 0: to get\n\nChannel 1: What\n\nChannel 0: it\n\nChannel 1: time\n\nChannel 0: resume.\n\nChannel 1: would that be?\n\nChannel 0: We are open until 6PM. So before 6PM, we'll update you. And everything is just there. Right? You still have the the router, the modem?\n\nChannel 1: Okay. Yeah. Yeah. Yeah. Yeah.\n\nI have everything. Yeah.\n\nChannel 0: Alright. Perfect. Sure.\n\nChannel 1: Like,\n\nChannel 0: Official.\n\nChannel 1: I didn't need the Opticom box. It was just the router, and that's how I, you know, used it.\n\nChannel 0: Yeah. But if you did not change anything in the setup,\n\nChannel 1: Not mhmm.\n\nChannel 0: it should good to go.\n\nChannel 1: Yeah. No changes made because I\n\nChannel 0: Oh,\n\nChannel 1: only arrived in Melbourne, like, two days ago. That's the day I emailed you guys. Because I came home and I see that my Wi Fi is not working, And then I checked a letter I got from my billing manager where it was like, okay. Opticom is no longer\n\nChannel 0: Yeah.\n\nChannel 1: partnered with Airtel. Yeah. So that's when\n\nChannel 0: Yeah.\n\nChannel 1: I sent out\n\nChannel 0: That's\n\nChannel 1: the email.\n\nChannel 0: the thing. Yeah. That's the thing. That's the issue. It went not so good.\n\nOpticom sent, like, a letter without notifying us. Reason why they just cut off the services. But, anyways, as I've mentioned, we'll get back to you before end of office today. I'll\n\nChannel 1: Okay.\n\nChannel 0: just endorse your account and address to our tech team. Okay?\n\nChannel 1: Sure. Yeah. Let\n\nChannel 0: Alright.\n\nChannel 1: me know then.\n\nChannel 0: Thank you,\n\nChannel 1: Thank\n\nChannel 0: Alicia.\n\nChannel 1: you.\n\nChannel 0: Have\n\nChannel 1: No\n\nChannel 0: a good\n\nChannel 1: worries,\n\nChannel 0: one.\n\nChannel 1: darling.\n\nChannel 0: Talk to you soon. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.71999997,"end":0.96,"sentiment":"neutral","sentiment_score":0.31263965368270874},{"text":"Good afternoon.","start":0.96,"end":1.6999999,"sentiment":"positive","sentiment_score":0.522221028804779},{"text":"Thank you so much for calling your Tel account.","start":1.8399999,"end":4.08,"sentiment":"positive","sentiment_score":0.7207480602794223},{"text":"How may I help you today?","start":4.08,"end":5.2999997,"sentiment":"positive","sentiment_score":0.5776262283325195}],"sentiment":"positive","sentiment_score":0.628309534655677,"channel":0,"num_words":18,"start":0.71999997,"end":5.2999997},{"sentences":[{"text":"Hi.","start":6.3199997,"end":6.8199997,"sentiment":"neutral","sentiment_score":0.05678119137883186},{"text":"Yes.","start":6.8799996,"end":7.3799996,"sentiment":"neutral","sentiment_score":0.05286966264247894},{"text":"I'm actually calling about an email I have sent out.","start":7.44,"end":11.3,"sentiment":"neutral","sentiment_score":-0.005044023366644978}],"sentiment":"neutral","sentiment_score":0.004934218362905085,"channel":1,"num_words":12,"start":6.3199997,"end":11.3},{"sentences":[{"text":"Oh, sure.","start":13.065,"end":13.625,"sentiment":"neutral","sentiment_score":0.1574709713459015},{"text":"I would love to assist you.","start":13.625,"end":15.705,"sentiment":"positive","sentiment_score":0.4251316338777542},{"text":"May I have your phone number, please?","start":15.705,"end":17.965,"sentiment":"neutral","sentiment_score":0.12368715980223247}],"sentiment":"neutral","sentiment_score":0.2487694576382637,"channel":0,"num_words":15,"start":13.065,"end":17.965},{"sentences":[{"text":"Yes.","start":18.505001,"end":18.825,"sentiment":"neutral","sentiment_score":0.028035052120685577},{"text":"It's 0420393902.","start":18.825,"end":24.845001,"sentiment":"neutral","sentiment_score":0.032771311700344086}],"sentiment":"neutral","sentiment_score":0.031192558507124584,"channel":1,"num_words":3,"start":18.505001,"end":24.845001},{"sentences":[{"text":"Okay.","start":25.41,"end":25.65,"sentiment":"neutral","sentiment_score":0.10274389386177064},{"text":"Thank you.","start":25.65,"end":26.37,"sentiment":"positive","sentiment_score":0.37492264807224274},{"text":"And your full name, please?","start":26.37,"end":28.07,"sentiment":"neutral","sentiment_score":0.13358961790800095}],"sentiment":"neutral","sentiment_score":0.1900671599432826,"channel":0,"num_words":8,"start":25.41,"end":28.07},{"sentences":[{"text":"Alisha Aliva Viva.","start":28.744999,"end":30.365,"sentiment":"neutral","sentiment_score":0.09790386135379474}],"sentiment":"neutral","sentiment_score":0.09790386135379474,"channel":1,"num_words":3,"start":28.744999,"end":30.365},{"sentences":[{"text":"Thank you so much.","start":30.93,"end":32.13,"sentiment":"positive","sentiment_score":0.4756334647536278},{"text":"And which email you're pertaining with?","start":32.13,"end":35.43,"sentiment":"neutral","sentiment_score":0.020727422398825485}],"sentiment":"neutral","sentiment_score":0.2026898393407464,"channel":0,"num_words":10,"start":30.93,"end":35.43},{"sentences":[{"text":"So from the email that was there on your website, I sent out one from, I think, my main email, which is Aviva, and it was on, like, on the February 28.","start":36.95,"end":51.335,"sentiment":"neutral","sentiment_score":-0.11544934357516468},{"text":"And I basically told you guys about how I want to cancel my subscription because my building no longer supports Airtel because it's under Opticon.","start":51.795,"end":63.6,"sentiment":"neutral","sentiment_score":-0.32421585321426394}],"sentiment":"neutral","sentiment_score":-0.20701360218880469,"channel":1,"num_words":57,"start":36.95,"end":63.6},{"sentences":[{"text":"Mhmm.","start":64.53,"end":65.03,"sentiment":"neutral","sentiment_score":-0.12364180386066435}],"sentiment":"neutral","sentiment_score":-0.12364180386066435,"channel":0,"num_words":1,"start":64.53,"end":65.03},{"sentences":[{"text":"Yeah.","start":65.5,"end":65.82,"sentiment":"neutral","sentiment_score":-0.10724017024040222},{"text":"So just wanted to talk about that.","start":65.82,"end":67.9,"sentiment":"neutral","sentiment_score":-0.12477458587714604},{"text":"Like, can you guys cancel it?","start":67.9,"end":69.68,"sentiment":"neutral","sentiment_score":-0.16354727993408838}],"sentiment":"neutral","sentiment_score":-0.14013899649892533,"channel":1,"num_words":14,"start":65.5,"end":69.68},{"sentences":[{"text":"Okay.","start":70.305,"end":70.805,"sentiment":"neutral","sentiment_score":-0.04251212254166603},{"text":"Alicia, we appreciate your call.","start":71.265,"end":73.345,"sentiment":"neutral","sentiment_score":0.21577870156615972},{"text":"And, yeah, I'm just wondering because we have not received your email.","start":73.345,"end":78.325005,"sentiment":"neutral","sentiment_score":-0.12668871382872263},{"text":"Have you sent us a ticket or an email 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team.","start":458.58502,"end":462.345,"sentiment":"neutral","sentiment_score":0.3048776417970657},{"text":"Okay?","start":462.345,"end":462.845,"sentiment":"neutral","sentiment_score":0.13269437849521637}],"sentiment":"neutral","sentiment_score":0.289224617860534,"channel":0,"num_words":11,"start":458.58502,"end":462.845},{"sentences":[{"text":"Sure.","start":463.455,"end":463.85498,"sentiment":"neutral","sentiment_score":0.21175752580165863},{"text":"Yeah.","start":463.85498,"end":464.25497,"sentiment":"neutral","sentiment_score":0.1662212312221527},{"text":"Let","start":464.25497,"end":464.495,"sentiment":"neutral","sentiment_score":0.16746817529201508}],"sentiment":"neutral","sentiment_score":0.18181564410527548,"channel":1,"num_words":3,"start":463.455,"end":464.495},{"sentences":[{"text":"Alright.","start":464.42502,"end":464.905,"sentiment":"neutral","sentiment_score":0.13776028156280518}],"sentiment":"neutral","sentiment_score":0.13776028156280518,"channel":0,"num_words":1,"start":464.42502,"end":464.905},{"sentences":[{"text":"me know then.","start":464.495,"end":465.215,"sentiment":"neutral","sentiment_score":0.18229264517625174}],"sentiment":"neutral","sentiment_score":0.18229264517625174,"channel":1,"num_words":3,"start":464.495,"end":465.215},{"sentences":[{"text":"Thank you,","start":464.905,"end":465.385,"sentiment":"positive","sentiment_score":0.6446662843227386}],"sentiment":"positive","sentiment_score":0.6446662843227386,"channel":0,"num_words":2,"start":464.905,"end":465.385},{"sentences":[{"text":"Thank","start":465.215,"end":465.455,"sentiment":"positive","sentiment_score":0.721086323261261}],"sentiment":"positive","sentiment_score":0.721086323261261,"channel":1,"num_words":1,"start":465.215,"end":465.455},{"sentences":[{"text":"Alicia.","start":465.385,"end":465.885,"sentiment":"positive","sentiment_score":0.6051391363143921}],"sentiment":"positive","sentiment_score":0.6051391363143921,"channel":0,"num_words":1,"start":465.385,"end":465.885},{"sentences":[{"text":"you.","start":465.455,"end":465.955,"sentiment":"positive","sentiment_score":0.45442843437194824}],"sentiment":"positive","sentiment_score":0.45442843437194824,"channel":1,"num_words":1,"start":465.455,"end":465.955},{"sentences":[{"text":"Have","start":466.7249,"end":466.88492,"sentiment":"positive","sentiment_score":0.4264102876186371}],"sentiment":"positive","sentiment_score":0.4264102876186371,"channel":0,"num_words":1,"start":466.7249,"end":466.88492},{"sentences":[{"text":"No","start":466.815,"end":466.97498,"sentiment":"neutral","sentiment_score":0.2044387608766556}],"sentiment":"neutral","sentiment_score":0.2044387608766556,"channel":1,"num_words":1,"start":466.815,"end":466.97498},{"sentences":[{"text":"a good","start":466.88492,"end":467.20493,"sentiment":"neutral","sentiment_score":0.23172176629304886}],"sentiment":"neutral","sentiment_score":0.23172176629304886,"channel":0,"num_words":2,"start":466.88492,"end":467.20493},{"sentences":[{"text":"worries,","start":466.97498,"end":467.375,"sentiment":"neutral","sentiment_score":0.29023730754852295}],"sentiment":"neutral","sentiment_score":0.29023730754852295,"channel":1,"num_words":1,"start":466.97498,"end":467.375},{"sentences":[{"text":"one.","start":467.20493,"end":467.60492,"sentiment":"neutral","sentiment_score":0.28031641244888306}],"sentiment":"neutral","sentiment_score":0.28031641244888306,"channel":0,"num_words":1,"start":467.20493,"end":467.60492},{"sentences":[{"text":"darling.","start":467.375,"end":467.875,"sentiment":"positive","sentiment_score":0.4525541067123413}],"sentiment":"positive","sentiment_score":0.4525541067123413,"channel":1,"num_words":1,"start":467.375,"end":467.875},{"sentences":[{"text":"Talk to you soon.","start":467.60492,"end":468.40494,"sentiment":"positive","sentiment_score":0.3737497329711914},{"text":"Bye bye.","start":468.40494,"end":469.14493,"sentiment":"neutral","sentiment_score":0.030110970139503493}],"sentiment":"neutral","sentiment_score":0.2592034786939621,"channel":0,"num_words":6,"start":467.60492,"end":469.14493}]},"summary":{"result":"success","short":"The customer calls to inquire about their Tel account and asks if they can cancel their subscription due to their building no longer supporting Airtel. The agent apologizes for the delay and explains that they cannot cancel the service until they receive an update on their new internet connection. The agent also confirms that the customer's plan is still active and updates them on the status of their account."},"intents":{"segments":[{"text":"So from the email that was there on your website, I sent out one from, I think, my main email, which is Aviva, and it was on, like, on the February 28. And I basically told you guys about how I want to cancel my subscription because my building no longer supports Airtel because it's under Opticon. Mhmm. Yeah.","start_word":69,"end_word":127,"intents":[{"intent":"Cancel subscription","confidence_score":0.3616854},{"intent":"Unsubscribe from services","confidence_score":0.021068035}]},{"text":"which email if you could confirm, please, so we could check this? Yeah.","start_word":176,"end_word":188,"intents":[{"intent":"Confirm email","confidence_score":0.3579509}]},{"text":"Last week, all all service from Opticum has been ended. And Yeah. then this Friday, Airtel AU already had a network partner who could provide a Opticom service. So if you would like to stay with us, we can go ahead and reactivate your service. Are you changing address No.","start_word":330,"end_word":379,"intents":[{"intent":"Reactivate service","confidence_score":0.28512195}]},{"text":"So, basically, this Friday, we just got an update that we can go ahead and just transfer our OptiQum customer to this new portal, which is OC Broadband, and then resume the connection.","start_word":493,"end_word":525,"intents":[{"intent":"Transfer customer to portal","confidence_score":0.023933318}]},{"text":"But I just wanted to confirm, you are which one here? Just bear with me. Okay?","start_word":526,"end_word":541,"intents":[{"intent":"Confirm connection status","confidence_score":0.06569722}]},{"text":"We will update you before end of office today in reference Okay.","start_word":896,"end_word":907,"intents":[{"intent":"Update customers","confidence_score":0.050495002}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.31263965368270874},{"text":"Good afternoon. Thank you so much for calling your Tel account. How may I help you today?","start_word":1,"end_word":17,"sentiment":"positive","sentiment_score":0.6352521777153015},{"text":"Hi. Yes. I'm actually calling about an email I have sent out. Oh, sure.","start_word":18,"end_word":31,"sentiment":"neutral","sentiment_score":0.039147064089775085},{"text":"I would love to assist you.","start_word":32,"end_word":37,"sentiment":"positive","sentiment_score":0.4202178716659546},{"text":"May I have your phone number, please? Yes. It's 0420393902. Okay.","start_word":38,"end_word":48,"sentiment":"neutral","sentiment_score":0.0772009789943695},{"text":"Thank you.","start_word":49,"end_word":50,"sentiment":"positive","sentiment_score":0.35259872674942017},{"text":"And your full name, please? Alisha Aliva Viva.","start_word":51,"end_word":58,"sentiment":"neutral","sentiment_score":0.11623849719762802},{"text":"Thank you so much.","start_word":59,"end_word":62,"sentiment":"positive","sentiment_score":0.4624160230159759},{"text":"And which email you're pertaining with? So from the email that was there on your website, I sent out one from, I think, my main email, which is Aviva, and it was on, like, on the February 28. And I basically told you guys about how I want to cancel my subscription because my building no longer supports Airtel because it's under Opticon. Mhmm. Yeah. So just wanted to talk about that. Like, can you guys cancel it? Okay. Alicia, we appreciate your call. And, yeah, I'm just wondering because we have not received your email. Have you sent us a ticket or an email directly An to email. a An email directly. which email if you could confirm, please, so we could check this? Yeah. Sure. You can go ahead and check it, but I've been waiting for, like, two days now. So I will need to get it, you know, fully unsubscribed within today so I can get my new Internet connection on. Okay. Got it. So Okay. I'll There's also one called support. So I sent it to two email addresses. One is see help desk at airtel dot net dot a u, and the other one is support@airtel.au. Okay. So oh, I'm so sorry. I will go ahead and ask our team in reference with this. But as far as we had the duty last week, the whole week, and taking care of all Opticom customers, we have not received the email you sent. But anyway, Alicia, I I do apologize for that, but I appreciate your call today. Yeah. Here's the thing. Last week, all all service from Opticum has been ended. And Yeah. then this Friday, Airtel AU already had a network partner who could provide a Opticom service. So if you would like to stay with us, we can go ahead and reactivate your service. Are you changing address No. or I'm not not changing at all? my no. I'm not changing my address, but I want my connection to be resumed. Okay. Sure. So let me check the time here. But, like, I need to make sure that it works because, like Yeah. oh, yeah. Opticom does not have Airtel on their list. So if Yes.","start_word":63,"end_word":436,"sentiment":"neutral","sentiment_score":-0.08637913119267016},{"text":"you guys cannot give me the service, I will not take it.","start_word":437,"end_word":448,"sentiment":"negative","sentiment_score":-0.3780870735645294},{"text":"I understand. But we just had a new update. Our management just signed a new partnered contract to if you are aware to OC Broadband, so we are partnered Yes. with them since Friday, and Opticom is one of the services that we support. So, basically, this Friday, we just got an update that we can go ahead and just transfer our OptiQum customer to this new portal, which is OC Broadband, and then resume the connection. But I just wanted to confirm, you are which one here? Just bear with me. Okay? Sure. Are you are okay with the same speed? Because I could see on your history that you are on a basic one, Supa basic, which is 6990 So I can still use my PC on five. it today. Yes. Yeah. That's If fine. before you're still if you're able to use it, it's smoothly, that would Yeah. be fine. But I will also ask our technical team in reference with this, and then we will No. get back. Previously, it was fine. Then, yeah, that's fine. Okay. Like, the one Sure. I had been using for, like, over a year, it it was actually Mhmm.","start_word":449,"end_word":647,"sentiment":"neutral","sentiment_score":0.08020527604686555},{"text":"pretty good. It worked for me because I it's just me living here.","start_word":648,"end_word":660,"sentiment":"positive","sentiment_score":0.5466606616973877},{"text":"No roommates. No no one. Oh, I see. So it's only yourself and your devices, Yeah. like cell Yeah. phone, Yeah. laptop? Yeah. So that's why it's fine. Like, the basics Mhmm. will do just fine because it's only me. But alright. And and you are not into games, like online gaming, like the Mobile Legends, something No. like that? You're not using that? No. Okay. No. I'm The a same. student. Yeah. Okay. I'm not also fun with that. But anyway, I'll go ahead and endorse your account to our tech team, and then we will update you before end of office today. Okay? Because Okay. we've So just signed up to OZ Broadband to Uh-huh. remain your account and then resume your services for Opticom, but a different one. But still Opticom, it's still Airtel. It's still Airtel. So where Yes. do I pay every month? Airtel. We just signed up to OZ Broadband so we can get a service from Opticom, but we still handle your account. So, technically, we are your still your Internet service provider.","start_word":661,"end_word":840,"sentiment":"neutral","sentiment_score":0.02220095880329609},{"text":"Because the one that we're using before, it's already been terminated, and they just cut off the services of our customers without notifying us.","start_word":841,"end_word":864,"sentiment":"negative","sentiment_score":-0.436798632144928},{"text":"Reason why our management just signed up to OZ Broadband, partner Uh-huh. with them to get an OptiKum services to be provided to our OptiKum customers like you. So that's it. We will update you before end of office today in reference Okay. with your plan, okay, with the service Okay. to get What it time resume. would that be? We are open until 6PM. So before 6PM, we'll update you. And everything is just there. Right? You still have the the router, the modem? Okay. Yeah. Yeah. Yeah. Yeah. I have everything. Yeah. Alright.","start_word":865,"end_word":959,"sentiment":"neutral","sentiment_score":-0.031927190721035004},{"text":"Perfect.","start_word":960,"end_word":960,"sentiment":"positive","sentiment_score":0.3780009150505066},{"text":"Sure. Like, Official. I didn't need the Opticom box. It was just the router, and that's how I, you know, used it. Yeah. But if you did not change anything in the setup, Not mhmm. it should good to go. Yeah. No changes made because I Oh, only arrived in Melbourne, like, two days ago. That's the day I emailed you guys. Because I came home and I see that my Wi Fi is not working, And then I checked a letter I got from my billing manager where it was like, okay. Opticom is no longer Yeah. partnered with Airtel. Yeah. So that's when Yeah. I sent out That's the email. the thing. Yeah. That's the thing. That's the issue.","start_word":961,"end_word":1081,"sentiment":"neutral","sentiment_score":-0.038058921694755554},{"text":"It went not so good. Opticom sent, like, a letter without notifying us. Reason why they just cut off the services.","start_word":1082,"end_word":1102,"sentiment":"negative","sentiment_score":-0.45305681228637695},{"text":"But, anyways, as I've mentioned, we'll get back to you before end of office today. I'll Okay. just endorse your account and address to our tech team. Okay? Sure. Yeah. Let Alright. me know then.","start_word":1103,"end_word":1137,"sentiment":"neutral","sentiment_score":0.08629371279052325},{"text":"Thank you, Thank Alicia. you.","start_word":1138,"end_word":1142,"sentiment":"positive","sentiment_score":0.5871863961219788},{"text":"Have No a good worries, one.","start_word":1143,"end_word":1148,"sentiment":"neutral","sentiment_score":0.27379098534584045},{"text":"darling. Talk to you soon.","start_word":1149,"end_word":1153,"sentiment":"positive","sentiment_score":0.39781248569488525},{"text":"Bye bye.","start_word":1154,"end_word":1155,"sentiment":"neutral","sentiment_score":0.20267324149608612}],"average":{"sentiment":"neutral","sentiment_score":-0.006419579283206049}}}}