{"metadata":{"transaction_key":"deprecated","request_id":"019ec92b-b6ad-7be0-a1e8-90c82d9e86cf","sha256":"973ba1df2b21ce4811730ba7946f51b923f2966d4a83e93e1285f2192c186204","created":"2026-06-15T02:45:47.761Z","duration":411.40793,"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":1130,"output_tokens":64},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1228,"output_tokens":1231},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":1228,"output_tokens":52}},"results":{"channels":[{"alternatives":[{"transcript":"Hi. Thank you so much for calling your toll account. How may I help you today? Oh, I'm sorry to hear about this, but thank you so much for your call today. Let me pull out your account here. What is your phone number and your full name? Thank you. Nice to have you in the line, Zoe. And your date of birth, please? Thank you so much. And to avoid your cancellation fee and disconnection fee, we can go ahead and check your address. In that way, you can bring your contract with us because I'm showing on here that your account is locked in for twenty four month contract. So once we've canceled your services, it's still within the contract, and a cancellation fee will applies on your account. One moment. Let me just check on you've already moved out from this address that we're providing you? Okay. Okay. So you've already had an existing one there, or you've already applied for a new one? Oh, okay. So it's alright. Got it, Zoe. Just give me a minute or two. Let me just check over your account. Okay? Just one moment so it could be processed accordingly. Thank you so much. Thank you so much for patiently waiting, Zoe. So your cancellation fee is $132. That's include the One canceled. Where where is it? Let me check. Bear with me. Okay? One moment. Let me just check what you you're looking with your order receipt or your portal or whatever? Okay. Mhmm. Okay. No. No. No. Let me explain this. You've signed up for twenty four month contract, and the contract plan was available from your portal and also from our site. The when canceled showing, you subscribed for a automatic payment. So the end date when canceled, if you would like to cancel your automatic payment, not the service. Yeah. So, technically, you are requesting to have it canceled today since you already moved out from this address? Okay. So, basically, what you need to do is you have to pay the invoice that we will be sending to you. And then once it's settled, we can go ahead and proceed accordingly to cancel your services. Or would would you like me to process it over the phone? Okay. Sure. And you're going to use the same card that you have, right, for your recurring invoice? Okay. Got it. So here's what I'm going to do, Zoe. I'll go ahead and do the invoice. And then afterwards, I will process it using your card. If there any issue, we'll call you back. If not, once it's processed, I'll be endorsing your account to our tech team to process the cancellation. And once it's completed, we will also send you a email confirmation that your services has been canceled. K? As long as the payment has been settled, we will proceed accordingly to your request to have it canceled today. You still have an access to your email address we have on record. Right? The z dot patterson? Okay. That's perfect. So, yeah, we'll go ahead and take care of this. And, Zoe, if you need our services in the future, please feel free to give us a call, and we'll be more than happy to welcome you back and provide you any discounted deals. Okay? You're welcome. Because we are ready to help you get connected to services to your new address. However, it's kinda late since you mentioned that you already have an active one there. Right? Okay. That's so sad. But, anyways, we'll go ahead and process this accordingly. Okay? Alright. Thank you, Zoe. Anything else that I may help you today? Okay. That's perfect. Thank you, and have a good one. Be safe always. Thank you. 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Thank you so much for calling your toll account. How may I help you today? Oh, I'm sorry to hear about this, but thank you so much for your call today. Let me pull out your account here.\n\nWhat is your phone number and your full name? Thank you. Nice to have you in the line, Zoe. And your date of birth, please? Thank you so much.\n\nAnd to avoid your cancellation fee and disconnection fee, we can go ahead and check your address. In that way, you can bring your contract with us because I'm showing on here that your account is locked in for twenty four month contract. So once we've canceled your services, it's still within the contract, and a cancellation fee will applies on your account. One moment. Let me just check on you've already moved out from this address that we're providing you?\n\nOkay. Okay. So you've already had an existing one there, or you've already applied for a new one? Oh, okay. So it's alright.\n\nGot it, Zoe. Just give me a minute or two. Let me just check over your account. Okay? Just one moment so it could be processed accordingly.\n\nThank you so much. Thank you so much for patiently waiting, Zoe. So your cancellation fee is $132. That's include the One canceled. Where where is it?\n\nLet me check. Bear with me. Okay? One moment. Let me just check what you you're looking with your order receipt or your portal or whatever?\n\nOkay. Mhmm. Okay. No. No.\n\nNo. Let me explain this. You've signed up for twenty four month contract, and the contract plan was available from your portal and also from our site. The when canceled showing, you subscribed for a automatic payment. So the end date when canceled, if you would like to cancel your automatic payment, not the service.\n\nYeah. So, technically, you are requesting to have it canceled today since you already moved out from this address? Okay. So, basically, what you need to do is you have to pay the invoice that we will be sending to you. And then once it's settled, we can go ahead and proceed accordingly to cancel your services.\n\nOr would would you like me to process it over the phone? Okay. Sure. And you're going to use the same card that you have, right, for your recurring invoice? Okay.\n\nGot it. So here's what I'm going to do, Zoe. I'll go ahead and do the invoice. And then afterwards, I will process it using your card. If there any issue, we'll call you back.\n\nIf not, once it's processed, I'll be endorsing your account to our tech team to process the cancellation. And once it's completed, we will also send you a email confirmation that your services has been canceled. K? As long as the payment has been settled, we will proceed accordingly to your request to have it canceled today. You still have an access to your email address we have on record.\n\nRight? The z dot patterson? Okay. That's perfect. So, yeah, we'll go ahead and take care of this.\n\nAnd, Zoe, if you need our services in the future, please feel free to give us a call, and we'll be more than happy to welcome you back and provide you any discounted deals. Okay? You're welcome. Because we are ready to help you get connected to services to your new address. However, it's kinda late since you mentioned that you already have an active one there.\n\nRight? Okay. That's so sad. But, anyways, we'll go ahead and process this accordingly. Okay?\n\nAlright. Thank you, Zoe. Anything else that I may help you today? Okay. That's perfect.\n\nThank you, and have a good one. Be safe always. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.39999998,"end":0.64,"sentiment":"neutral","sentiment_score":0.29691845178604126},{"text":"Thank you so much for calling your toll account.","start":0.64,"end":3.04,"sentiment":"positive","sentiment_score":0.6108739839659797},{"text":"How may I help you today?","start":3.04,"end":4.34,"sentiment":"positive","sentiment_score":0.5591448446114858},{"text":"Oh, I'm sorry to hear about this, but thank you so much for your call today.","start":15.025,"end":18.965,"sentiment":"neutral","sentiment_score":0.16762567264959216},{"text":"Let me pull out your account here.","start":19.105,"end":20.865,"sentiment":"neutral","sentiment_score":0.11874902141945702}],"sentiment":"neutral","sentiment_score":0.3246899304481653,"num_words":39,"start":0.39999998,"end":20.865},{"sentences":[{"text":"What is your phone number and your full name?","start":20.865,"end":23.845,"sentiment":"neutral","sentiment_score":0.05277618931399451},{"text":"Thank you.","start":31.62,"end":32.18,"sentiment":"positive","sentiment_score":0.3645319640636444},{"text":"Nice to have you in the line, Zoe.","start":32.18,"end":34.34,"sentiment":"positive","sentiment_score":0.5053541623055935},{"text":"And your date of birth, please?","start":34.34,"end":36.12,"sentiment":"neutral","sentiment_score":0.15503197660048804},{"text":"Thank you so much.","start":40.260002,"end":41.64,"sentiment":"positive","sentiment_score":0.49008890241384506}],"sentiment":"neutral","sentiment_score":0.2806010482640102,"num_words":29,"start":20.865,"end":41.64},{"sentences":[{"text":"And to avoid your cancellation fee and disconnection fee, we can go ahead and check your address.","start":42.34,"end":51.335,"sentiment":"neutral","sentiment_score":0.06099710197133176},{"text":"In that way, you can bring your contract with us because I'm showing on here that your account is locked in for twenty four month contract.","start":51.335,"end":59.434998,"sentiment":"neutral","sentiment_score":0.06959832774905059},{"text":"So once we've canceled your services, it's still within the contract, and a cancellation fee will applies on your account.","start":60.27,"end":68.37,"sentiment":"neutral","sentiment_score":0.043517018854618075},{"text":"One moment.","start":71.87,"end":72.51,"sentiment":"neutral","sentiment_score":-0.023182181641459465},{"text":"Let me just check on you've already moved out from this address that we're providing you?","start":72.51,"end":78.085,"sentiment":"neutral","sentiment_score":-0.00835176398686599}],"sentiment":"neutral","sentiment_score":0.04366487709885854,"num_words":81,"start":42.34,"end":78.085},{"sentences":[{"text":"Okay.","start":79.024994,"end":79.524994,"sentiment":"neutral","sentiment_score":-0.08082665503025055},{"text":"Okay.","start":93.07,"end":93.57,"sentiment":"neutral","sentiment_score":-0.05142797529697418},{"text":"So you've already had an existing one there, or you've already applied for a new one?","start":93.87,"end":99.795,"sentiment":"neutral","sentiment_score":-0.042029859498143196},{"text":"Oh, okay.","start":102.994995,"end":103.895,"sentiment":"neutral","sentiment_score":0.02124156430363655},{"text":"So it's alright.","start":104.435,"end":105.955,"sentiment":"neutral","sentiment_score":0.08157883584499359}],"sentiment":"neutral","sentiment_score":-0.022500554180663566,"num_words":23,"start":79.024994,"end":105.955},{"sentences":[{"text":"Got it, Zoe.","start":105.955,"end":106.835,"sentiment":"neutral","sentiment_score":0.15622124075889587},{"text":"Just give me a minute or two.","start":106.835,"end":108.354996,"sentiment":"neutral","sentiment_score":0.09868592981781278},{"text":"Let me just check over your account.","start":108.354996,"end":110.195,"sentiment":"neutral","sentiment_score":0.07603389024734497},{"text":"Okay?","start":110.195,"end":110.595,"sentiment":"neutral","sentiment_score":0.05698313191533089},{"text":"Just one moment so it could be processed accordingly.","start":110.595,"end":113.65,"sentiment":"neutral","sentiment_score":0.1362023614346981}],"sentiment":"neutral","sentiment_score":0.11016692028001503,"num_words":27,"start":105.955,"end":113.65},{"sentences":[{"text":"Thank you so much.","start":113.87,"end":115.090004,"sentiment":"neutral","sentiment_score":0.24424957484006882},{"text":"Thank you so much for patiently waiting, Zoe.","start":191.39499,"end":193.81499,"sentiment":"positive","sentiment_score":0.7608496397733688},{"text":"So your cancellation fee is $132.","start":193.875,"end":198.63,"sentiment":"neutral","sentiment_score":0.05582622562845548},{"text":"That's include the One canceled.","start":198.69,"end":218.97499,"sentiment":"neutral","sentiment_score":-0.011638201028108596},{"text":"Where where is it?","start":219.595,"end":221.135,"sentiment":"neutral","sentiment_score":-0.020916712004691362}],"sentiment":"neutral","sentiment_score":0.26877388585772777,"num_words":27,"start":113.87,"end":221.135},{"sentences":[{"text":"Let me check.","start":222.155,"end":223.215,"sentiment":"neutral","sentiment_score":-0.014496901693443457},{"text":"Bear with me.","start":227.18999,"end":227.90999,"sentiment":"neutral","sentiment_score":-0.011775234093268713},{"text":"Okay?","start":227.90999,"end":228.40999,"sentiment":"neutral","sentiment_score":0.004074066877365112},{"text":"One moment.","start":228.54999,"end":229.26999,"sentiment":"neutral","sentiment_score":-0.002986917272210121},{"text":"Let me just check what you you're looking with your order receipt or your portal or whatever?","start":229.26999,"end":237.60999,"sentiment":"neutral","sentiment_score":0.007529005134368644}],"sentiment":"neutral","sentiment_score":0.001818342779118281,"num_words":26,"start":222.155,"end":237.60999},{"sentences":[{"text":"Okay.","start":248.80501,"end":249.30501,"sentiment":"neutral","sentiment_score":-0.07558022439479828},{"text":"Mhmm.","start":254.94,"end":255.42,"sentiment":"neutral","sentiment_score":-0.04838637635111809},{"text":"Okay.","start":255.42,"end":255.92,"sentiment":"neutral","sentiment_score":-0.0738498717546463},{"text":"No.","start":256.62,"end":256.78,"sentiment":"neutral","sentiment_score":-0.18605384230613708},{"text":"No.","start":256.78,"end":256.94,"sentiment":"neutral","sentiment_score":-0.2557174563407898}],"sentiment":"neutral","sentiment_score":-0.1279175542294979,"num_words":5,"start":248.80501,"end":256.94},{"sentences":[{"text":"No.","start":256.94,"end":257.26,"sentiment":"neutral","sentiment_score":-0.25262436270713806},{"text":"Let me explain this.","start":257.26,"end":258.56,"sentiment":"neutral","sentiment_score":-0.1369935441762209},{"text":"You've signed up for twenty four month contract, and the contract plan was available from your portal and also from our site.","start":258.7,"end":268.06,"sentiment":"neutral","sentiment_score":-0.006872743452814492},{"text":"The when canceled showing, you subscribed for a automatic payment.","start":268.06,"end":272.89502,"sentiment":"neutral","sentiment_score":-0.04444137029349804},{"text":"So the end date when canceled, if you would like to cancel your automatic payment, not the service.","start":273.035,"end":279.45502,"sentiment":"neutral","sentiment_score":-0.07638451001710361}],"sentiment":"neutral","sentiment_score":-0.0503842505203052,"num_words":55,"start":256.94,"end":279.45502},{"sentences":[{"text":"Yeah.","start":279.595,"end":280.095,"sentiment":"neutral","sentiment_score":-0.006829960271716118},{"text":"So, technically, you are requesting to have it canceled today since you already moved out from this address?","start":280.475,"end":288.43,"sentiment":"neutral","sentiment_score":-0.09889741780029403},{"text":"Okay.","start":289.53,"end":289.93,"sentiment":"neutral","sentiment_score":-0.027851276099681858},{"text":"So, basically, what you need to do is you have to pay the invoice that we will be sending to you.","start":289.93,"end":296.75,"sentiment":"neutral","sentiment_score":-0.040687225049450285},{"text":"And then once it's settled, we can go ahead and proceed accordingly to cancel your services.","start":296.85498,"end":302.63498,"sentiment":"neutral","sentiment_score":-0.05080231593456119}],"sentiment":"neutral","sentiment_score":-0.06108953575031799,"num_words":57,"start":279.595,"end":302.63498},{"sentences":[{"text":"Or would would you like me to process it over the phone?","start":303.095,"end":306.155,"sentiment":"neutral","sentiment_score":0.014935470263784131},{"text":"Okay.","start":307.815,"end":308.29498,"sentiment":"neutral","sentiment_score":0.11056637018918992},{"text":"Sure.","start":308.29498,"end":308.79,"sentiment":"neutral","sentiment_score":0.14929667115211487},{"text":"And you're going to use the same card that you have, right, for your recurring invoice?","start":309.75,"end":314.81,"sentiment":"neutral","sentiment_score":0.11371736647561193},{"text":"Okay.","start":317.03,"end":317.53,"sentiment":"neutral","sentiment_score":0.09830862283706664}],"sentiment":"neutral","sentiment_score":0.07602823132108297,"num_words":31,"start":303.095,"end":317.53},{"sentences":[{"text":"Got it.","start":317.67,"end":318.23,"sentiment":"neutral","sentiment_score":0.1455458328127861},{"text":"So here's what I'm going to do, Zoe.","start":318.23,"end":320.41,"sentiment":"neutral","sentiment_score":0.11093565355986357},{"text":"I'll go ahead and do the invoice.","start":320.71002,"end":324.195,"sentiment":"neutral","sentiment_score":0.11230658846242088},{"text":"And then afterwards, I will process it using your card.","start":324.255,"end":328.595,"sentiment":"neutral","sentiment_score":0.06573873534798622},{"text":"If there any issue, we'll call you back.","start":328.73502,"end":331.215,"sentiment":"neutral","sentiment_score":-0.04394441400654614}],"sentiment":"neutral","sentiment_score":0.06487300156482628,"num_words":35,"start":317.67,"end":331.215},{"sentences":[{"text":"If not, once it's processed, I'll be endorsing your account to our tech team to process the cancellation.","start":331.215,"end":338.62003,"sentiment":"neutral","sentiment_score":-0.011651487296654118},{"text":"And once it's completed, we will also send you a email confirmation that your services has been canceled.","start":339.24002,"end":346.54,"sentiment":"neutral","sentiment_score":0.04701587971713808},{"text":"K?","start":346.92,"end":347.40002,"sentiment":"neutral","sentiment_score":0.023579930886626244},{"text":"As long as the payment has been settled, we will proceed accordingly to your request to have it canceled today.","start":347.40002,"end":354.205,"sentiment":"neutral","sentiment_score":0.04645670596510172},{"text":"You still have an access to your email address we have on record.","start":354.585,"end":358.025,"sentiment":"neutral","sentiment_score":0.05606971881710566}],"sentiment":"neutral","sentiment_score":0.033116849405424933,"num_words":70,"start":331.215,"end":358.025},{"sentences":[{"text":"Right?","start":358.025,"end":358.345,"sentiment":"neutral","sentiment_score":0.05348591506481171},{"text":"The z dot patterson?","start":358.345,"end":359.725,"sentiment":"neutral","sentiment_score":0.03127014124765992},{"text":"Okay.","start":360.345,"end":360.845,"sentiment":"neutral","sentiment_score":0.1800617873668671},{"text":"That's perfect.","start":361.145,"end":362.04498,"sentiment":"positive","sentiment_score":0.547297865152359},{"text":"So, yeah, we'll go ahead and take care of this.","start":362.10498,"end":364.83002,"sentiment":"positive","sentiment_score":0.3970278471708298}],"sentiment":"neutral","sentiment_score":0.30130569274640745,"num_words":18,"start":358.025,"end":364.83002},{"sentences":[{"text":"And, Zoe, if you need our services in the future, please feel free to give us a call, and we'll be more than happy to welcome you back and provide you any discounted deals.","start":364.83002,"end":375.47,"sentiment":"positive","sentiment_score":0.3379481307723943},{"text":"Okay?","start":375.47,"end":375.97,"sentiment":"neutral","sentiment_score":0.15797604620456696},{"text":"You're welcome.","start":377.875,"end":378.67502,"sentiment":"neutral","sentiment_score":0.27960532903671265},{"text":"Because we are ready to help you get connected to services to your new address.","start":378.67502,"end":384.43503,"sentiment":"neutral","sentiment_score":0.20356703599294027},{"text":"However, it's kinda late since you mentioned that you already have an active one there.","start":384.43503,"end":389.39502,"sentiment":"neutral","sentiment_score":-0.05105219148099423}],"sentiment":"neutral","sentiment_score":0.21634545997341179,"num_words":67,"start":364.83002,"end":389.39502},{"sentences":[{"text":"Right?","start":389.39502,"end":389.89502,"sentiment":"neutral","sentiment_score":0.004982221871614456},{"text":"Okay.","start":391.36,"end":391.86,"sentiment":"neutral","sentiment_score":-0.05795536935329437},{"text":"That's so sad.","start":392.0,"end":392.96,"sentiment":"negative","sentiment_score":-0.3556636373202006},{"text":"But, anyways, we'll go ahead and process this accordingly.","start":392.96,"end":396.98,"sentiment":"neutral","sentiment_score":-0.10023961009250747},{"text":"Okay?","start":397.2,"end":397.7,"sentiment":"neutral","sentiment_score":0.0002921838313341141}],"sentiment":"neutral","sentiment_score":-0.134788557762901,"num_words":15,"start":389.39502,"end":397.7},{"sentences":[{"text":"Alright.","start":399.04,"end":399.52,"sentiment":"neutral","sentiment_score":0.06623789668083191},{"text":"Thank you, Zoe.","start":399.52,"end":400.48,"sentiment":"neutral","sentiment_score":0.20392653346061707},{"text":"Anything else that I may help you today?","start":400.48,"end":402.5,"sentiment":"neutral","sentiment_score":0.13653841894119978},{"text":"Okay.","start":404.32,"end":404.64,"sentiment":"neutral","sentiment_score":0.27200594544410706},{"text":"That's perfect.","start":404.64,"end":405.46,"sentiment":"positive","sentiment_score":0.48740576207637787}],"sentiment":"neutral","sentiment_score":0.2011428212126096,"num_words":15,"start":399.04,"end":405.46},{"sentences":[{"text":"Thank you, and have a good one.","start":405.8629,"end":407.38293,"sentiment":"positive","sentiment_score":0.5384679692132133},{"text":"Be safe always.","start":407.38293,"end":408.44293,"sentiment":"neutral","sentiment_score":0.30857011675834656},{"text":"Thank you.","start":408.98294,"end":409.70294,"sentiment":"positive","sentiment_score":0.787642627954483},{"text":"Bye bye.","start":409.70294,"end":410.44293,"sentiment":"neutral","sentiment_score":0.12520941719412804}],"sentiment":"positive","sentiment_score":0.4657635875046253,"num_words":14,"start":405.8629,"end":410.44293}]}}]},{"alternatives":[{"transcript":"Hi. I currently have a account for my Wi Fi with you guys, and I was just wanting to cancel it as I've moved houses now. 0490829554, and my name is Zoe Patterson. 09/27/1999. Yep. How much is the cancellation fee? Yeah. We just we just moved out, and we've already got the Internet connected here because we they we had to pay the new development charge. So I've already paid all that from the new NBN connection, so I'll have to cancel with you guys. The real estate did everything. Yeah. Thank you. Yeah. No worries. Thank you. No worries. Okay. I'm just look I'm looking at my welcome to Airtel when I first signed up with you guys, and I only got the twenty four month contract, not the yeah. The twenty four month contract. But then down the bottom, it says the end date is when canceled. Yeah. So it says start start date July 9 2025, and then it says end date when canceled. Yeah. So so when I first signed up with you guys, I got an email saying welcome to Airtel. And I did get the twenty four month, but down the bottom, it doesn't say anything about the date, like, of it just says that it ends when it's canceled. Do I still have to pay pay the cancellation fee? Yeah. Yeah. Okay. Yeah. Yeah. Yeah. Okay. Yeah. Yes, please. Yep. Yep. Okay. Yes. Alright. Perfect. Thank you. Yeah. Yeah. Thank you. No. That's all good. Thank you. You too. 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I currently have a account for my Wi Fi with you guys, and I was just wanting to cancel it as I've moved houses now. 0490829554, and my name is Zoe Patterson. 09/27/1999. Yep.\n\nHow much is the cancellation fee? Yeah. We just we just moved out, and we've already got the Internet connected here because we they we had to pay the new development charge. So I've already paid all that from the new NBN connection, so I'll have to cancel with you guys. The real estate did everything.\n\nYeah. Thank you. Yeah. No worries. Thank you.\n\nNo worries. Okay. I'm just look I'm looking at my welcome to Airtel when I first signed up with you guys, and I only got the twenty four month contract, not the yeah. The twenty four month contract. But then down the bottom, it says the end date is when canceled.\n\nYeah. So it says start start date July 9 2025, and then it says end date when canceled. Yeah. So so when I first signed up with you guys, I got an email saying welcome to Airtel. And I did get the twenty four month, but down the bottom, it doesn't say anything about the date, like, of it just says that it ends when it's canceled.\n\nDo I still have to pay pay the cancellation fee? Yeah. Yeah. Okay. Yeah.\n\nYeah. Yeah. Okay. Yeah. Yes, please.\n\nYep. Yep. Okay. Yes. Alright.\n\nPerfect. Thank you. Yeah. Yeah. Thank you.\n\nNo. That's all good. Thank you. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":5.2,"end":5.7,"sentiment":"neutral","sentiment_score":-0.08145354688167572},{"text":"I currently have a account for my Wi Fi with you guys, and I was just wanting to cancel it as I've moved houses now.","start":5.8399997,"end":14.099999,"sentiment":"neutral","sentiment_score":-0.2187725569307804},{"text":"0490829554, and my name is Zoe Patterson.","start":24.735,"end":30.67,"sentiment":"neutral","sentiment_score":0.04269505451832499},{"text":"09/27/1999.","start":36.57,"end":39.55,"sentiment":"neutral","sentiment_score":0.035223573446273804},{"text":"Yep.","start":51.995,"end":52.495,"sentiment":"neutral","sentiment_score":0.16221436858177185}],"sentiment":"neutral","sentiment_score":-0.14441326132842472,"num_words":35,"start":5.2,"end":52.495},{"sentences":[{"text":"How much is the cancellation 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worries.","start":194.22,"end":194.88,"sentiment":"neutral","sentiment_score":0.09246490336954594},{"text":"Okay.","start":198.94,"end":199.42001,"sentiment":"neutral","sentiment_score":0.050180379301309586},{"text":"I'm just look I'm looking at my welcome to Airtel when I first signed up with you guys, and I only got the twenty four month contract, not the yeah.","start":199.42001,"end":211.175,"sentiment":"neutral","sentiment_score":0.0024637696566060185},{"text":"The twenty four month contract.","start":211.175,"end":212.535,"sentiment":"neutral","sentiment_score":-0.028715277463197707},{"text":"But then down the bottom, it says the end date is when 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you.","start":376.76498,"end":377.505,"sentiment":"positive","sentiment_score":0.4082370400428772},{"text":"Yeah.","start":389.88998,"end":390.38998,"sentiment":"neutral","sentiment_score":-0.020832549780607224},{"text":"Yeah.","start":400.605,"end":400.845,"sentiment":"neutral","sentiment_score":0.08345213532447815},{"text":"Thank you.","start":400.845,"end":401.665,"sentiment":"neutral","sentiment_score":0.1683734655380249}],"sentiment":"neutral","sentiment_score":0.23652665370276996,"num_words":7,"start":376.285,"end":401.665},{"sentences":[{"text":"No.","start":402.96286,"end":403.20288,"sentiment":"neutral","sentiment_score":-0.024317607283592224},{"text":"That's all good.","start":403.20288,"end":404.18286,"sentiment":"neutral","sentiment_score":0.1298911174138387},{"text":"Thank you.","start":406.08286,"end":406.90286,"sentiment":"positive","sentiment_score":0.5578025579452515},{"text":"You 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Thank you so much for calling your toll account. How may I help you today?\n\nChannel 1: Hi. I currently have a account for my Wi Fi with you guys, and I was just wanting to cancel it as I've moved houses now.\n\nChannel 0: Oh, I'm sorry to hear about this, but thank you so much for your call today. Let me pull out your account here. What is your phone number and your full name?\n\nChannel 1: 0490829554, and my name is Zoe Patterson.\n\nChannel 0: Thank you. Nice to have you in the line, Zoe. And your date of birth, please?\n\nChannel 1: 09/27/1999.\n\nChannel 0: Thank you so much. And to avoid your cancellation fee and disconnection fee, we can go ahead and check your address. In that way, you\n\nChannel 1: Yep.\n\nChannel 0: can bring your contract with us because I'm showing on here that your account is locked in for twenty four month contract. So once we've canceled your services, it's still within the contract, and a cancellation fee will applies on your account.\n\nChannel 1: How much is the cancellation fee?\n\nChannel 0: One moment. Let me just check on you've already moved out from this address\n\nChannel 1: Yeah.\n\nChannel 0: that we're\n\nChannel 1: We just\n\nChannel 0: providing you?\n\nChannel 1: we just moved\n\nChannel 0: Okay.\n\nChannel 1: out, and we've already got the Internet connected here because we they we had to pay the new development charge. So I've already paid all that from the new NBN connection, so I'll have to cancel with you guys.\n\nChannel 0: Okay. So you've already had an existing one there, or you've already applied for a new one?\n\nChannel 1: The real estate did everything.\n\nChannel 0: Oh, okay.\n\nChannel 1: Yeah.\n\nChannel 0: So it's alright. Got it, Zoe. Just give me a minute or two. Let me just check over your account. Okay?\n\nJust one\n\nChannel 1: Thank\n\nChannel 0: moment\n\nChannel 1: you.\n\nChannel 0: so\n\nChannel 1: Yeah.\n\nChannel 0: it could be processed accordingly. Thank you\n\nChannel 1: No\n\nChannel 0: so\n\nChannel 1: worries.\n\nChannel 0: much.\n\nChannel 1: Thank you.\n\nChannel 0: Thank you so much for patiently waiting, Zoe. So your\n\nChannel 1: No worries.\n\nChannel 0: cancellation fee is $132. That's\n\nChannel 1: Okay.\n\nChannel 0: include\n\nChannel 1: I'm\n\nChannel 0: the\n\nChannel 1: just look I'm looking at my welcome to Airtel when I first signed up with you guys, and I only got the twenty four month contract, not the yeah. The twenty four month contract. But then down the bottom, it says the end date is when canceled.\n\nChannel 0: One canceled.\n\nChannel 1: Yeah.\n\nChannel 0: Where\n\nChannel 1: So it says\n\nChannel 0: where is\n\nChannel 1: start\n\nChannel 0: it?\n\nChannel 1: start date July\n\nChannel 0: Let\n\nChannel 1: 9\n\nChannel 0: me check.\n\nChannel 1: 2025, and then it says end date when canceled.\n\nChannel 0: Bear with me. Okay? One moment. Let me just check what you you're looking with your order receipt or your\n\nChannel 1: Yeah.\n\nChannel 0: portal\n\nChannel 1: So\n\nChannel 0: or\n\nChannel 1: so\n\nChannel 0: whatever?\n\nChannel 1: when I first signed up with you guys, I got an email saying welcome to Airtel. And I did get the twenty four month, but down the bottom, it doesn't say anything\n\nChannel 0: Okay.\n\nChannel 1: about the date, like, of it just says that it ends when it's canceled.\n\nChannel 0: Mhmm.\n\nChannel 1: Do I still\n\nChannel 0: Okay.\n\nChannel 1: have to pay pay the\n\nChannel 0: No.\n\nChannel 1: cancellation\n\nChannel 0: No. No. Let me\n\nChannel 1: fee?\n\nChannel 0: explain this. You've signed\n\nChannel 1: Yeah.\n\nChannel 0: up for twenty four month contract, and the contract plan was available from your portal and also from our site. The when\n\nChannel 1: Yeah.\n\nChannel 0: canceled showing, you subscribed for a automatic payment. So the end date when canceled, if you would like to cancel your automatic payment, not\n\nChannel 1: Okay.\n\nChannel 0: the service.\n\nChannel 1: Yeah.\n\nChannel 0: Yeah.\n\nChannel 1: Yeah.\n\nChannel 0: So, technically, you are requesting to have it canceled today since you already moved out from this address?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. So, basically, what you need to do is you have to pay the invoice that we will be sending to you. And then once it's settled, we can go ahead and proceed accordingly to cancel your services.\n\nChannel 1: Okay.\n\nChannel 0: Or would\n\nChannel 1: Yeah.\n\nChannel 0: would you like me to process it over the phone?\n\nChannel 1: Yes, please.\n\nChannel 0: Okay. Sure. And you're going to use the same card that you have, right, for your recurring invoice?\n\nChannel 1: Yep.\n\nChannel 0: Okay. Got it. So here's what I'm going to do, Zoe. I'll go ahead and do the invoice. And then afterwards, I will process it using your card.\n\nIf there\n\nChannel 1: Yep.\n\nChannel 0: any issue, we'll call you back. If not, once it's processed, I'll be endorsing your account to our tech team to process the cancellation. And once it's completed, we will also send you a email confirmation that your services has been canceled. K?\n\nChannel 1: Okay.\n\nChannel 0: As long as the payment has been settled, we will proceed accordingly to your request to have it canceled today. You still have an access to your email address we have on record. Right? The z dot\n\nChannel 1: Yes.\n\nChannel 0: patterson? Okay. That's perfect. So, yeah, we'll go ahead and take care of this. And, Zoe, if you need our services in the future, please feel free to give us a call, and we'll be more than happy to welcome you back and provide you any discounted deals.\n\nOkay?\n\nChannel 1: Alright. Perfect. Thank you.\n\nChannel 0: You're welcome. Because we are ready to help you get connected to services to your new address. However, it's kinda late since you mentioned that you already have an active one there. Right?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. That's so sad. But, anyways, we'll go ahead and process this accordingly. Okay? Alright.\n\nThank you, Zoe. Anything\n\nChannel 1: Yeah. Thank\n\nChannel 0: else\n\nChannel 1: you.\n\nChannel 0: that I may help you today?\n\nChannel 1: No. That's all good.\n\nChannel 0: Okay. That's perfect. Thank\n\nChannel 1: Thank\n\nChannel 0: you, and\n\nChannel 1: you.\n\nChannel 0: have a good one. Be safe\n\nChannel 1: You too.\n\nChannel 0: always.\n\nChannel 1: Bye.\n\nChannel 0: Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.39999998,"end":0.64,"sentiment":"neutral","sentiment_score":0.29691845178604126},{"text":"Thank you so much for calling your toll account.","start":0.64,"end":3.04,"sentiment":"positive","sentiment_score":0.6108739839659797},{"text":"How may I help you today?","start":3.04,"end":4.34,"sentiment":"positive","sentiment_score":0.5591448446114858}],"sentiment":"positive","sentiment_score":0.5718533359467983,"channel":0,"num_words":16,"start":0.39999998,"end":4.34},{"sentences":[{"text":"Hi.","start":5.2,"end":5.7,"sentiment":"neutral","sentiment_score":-0.08145354688167572},{"text":"I currently have a account for my Wi Fi with you guys, and I was just wanting to cancel it as I've moved houses 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Patterson.","start":24.735,"end":30.67,"sentiment":"neutral","sentiment_score":0.04269505451832499}],"sentiment":"neutral","sentiment_score":0.04269505451832499,"channel":1,"num_words":7,"start":24.735,"end":30.67},{"sentences":[{"text":"Thank you.","start":31.62,"end":32.18,"sentiment":"positive","sentiment_score":0.3645319640636444},{"text":"Nice to have you in the line, Zoe.","start":32.18,"end":34.34,"sentiment":"positive","sentiment_score":0.5053541623055935},{"text":"And your date of birth, please?","start":34.34,"end":36.12,"sentiment":"neutral","sentiment_score":0.15503197660048804}],"sentiment":"positive","sentiment_score":0.3563805678859353,"channel":0,"num_words":16,"start":31.62,"end":36.12},{"sentences":[{"text":"09/27/1999.","start":36.57,"end":39.55,"sentiment":"neutral","sentiment_score":0.035223573446273804}],"sentiment":"neutral","sentiment_score":0.035223573446273804,"channel":1,"num_words":1,"start":36.57,"end":39.55},{"sentences":[{"text":"Thank you so much.","start":40.260002,"end":41.64,"sentiment":"positive","sentiment_score":0.49008890241384506},{"text":"And to avoid your cancellation fee and disconnection fee, we can go ahead and check your address.","start":42.34,"end":51.335,"sentiment":"neutral","sentiment_score":0.06099710197133176},{"text":"In that way, you","start":51.335,"end":52.055,"sentiment":"neutral","sentiment_score":0.13648835942149162}],"sentiment":"neutral","sentiment_score":0.14173039123415948,"channel":0,"num_words":25,"start":40.260002,"end":52.055},{"sentences":[{"text":"Yep.","start":51.995,"end":52.495,"sentiment":"neutral","sentiment_score":0.16221436858177185}],"sentiment":"neutral","sentiment_score":0.16221436858177185,"channel":1,"num_words":1,"start":51.995,"end":52.495},{"sentences":[{"text":"can bring your contract with us because I'm showing on here that your account is locked in for twenty four month contract.","start":52.055,"end":59.434998,"sentiment":"neutral","sentiment_score":0.05743650380860676},{"text":"So once we've canceled your services, it's still within the contract, and a cancellation fee will applies on your account.","start":60.27,"end":68.37,"sentiment":"neutral","sentiment_score":0.043517018854618075}],"sentiment":"neutral","sentiment_score":0.05080817764004072,"channel":0,"num_words":42,"start":52.055,"end":68.37},{"sentences":[{"text":"How much is the cancellation fee?","start":68.994995,"end":71.015,"sentiment":"neutral","sentiment_score":-0.03329051534334818}],"sentiment":"neutral","sentiment_score":-0.03329051534334818,"channel":1,"num_words":6,"start":68.994995,"end":71.015},{"sentences":[{"text":"One moment.","start":71.87,"end":72.51,"sentiment":"neutral","sentiment_score":-0.023182181641459465},{"text":"Let me just check on you've already moved out from this 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moved","start":78.435,"end":79.314995,"sentiment":"neutral","sentiment_score":-0.059962451457977295}],"sentiment":"neutral","sentiment_score":-0.059962451457977295,"channel":1,"num_words":3,"start":78.435,"end":79.314995},{"sentences":[{"text":"Okay.","start":79.024994,"end":79.524994,"sentiment":"neutral","sentiment_score":-0.08082665503025055}],"sentiment":"neutral","sentiment_score":-0.08082665503025055,"channel":0,"num_words":1,"start":79.024994,"end":79.524994},{"sentences":[{"text":"out, and we've already got the Internet connected here because we they we had to pay the new development charge.","start":79.314995,"end":85.450005,"sentiment":"neutral","sentiment_score":-0.17846703305840492},{"text":"So I've already paid all that from the new NBN connection, so I'll have to cancel with you 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okay.","start":102.994995,"end":103.895,"sentiment":"neutral","sentiment_score":0.02124156430363655}],"sentiment":"neutral","sentiment_score":0.02124156430363655,"channel":0,"num_words":2,"start":102.994995,"end":103.895},{"sentences":[{"text":"Yeah.","start":104.244995,"end":104.744995,"sentiment":"neutral","sentiment_score":0.05269290506839752}],"sentiment":"neutral","sentiment_score":0.05269290506839752,"channel":1,"num_words":1,"start":104.244995,"end":104.744995},{"sentences":[{"text":"So it's alright.","start":104.435,"end":105.955,"sentiment":"neutral","sentiment_score":0.08157883584499359},{"text":"Got it, Zoe.","start":105.955,"end":106.835,"sentiment":"neutral","sentiment_score":0.15622124075889587},{"text":"Just give me a minute or two.","start":106.835,"end":108.354996,"sentiment":"neutral","sentiment_score":0.09868592981781278},{"text":"Let me just check over your 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The agent informs the customer that they can cancel their services and provides instructions on how to cancel. The agent also explains that the customer can cancel their service by paying an invoice and provides instructions on how to cancel their service."},"intents":{"segments":[{"text":"I currently have a account for my Wi Fi with you guys, and I was just wanting to cancel it as I've moved houses now.","start_word":17,"end_word":41,"intents":[{"intent":"Cancel wi fi account","confidence_score":0.5378407}]},{"text":"So, basically, what you need to do is you have to pay the invoice that we will be sending to you. And then once it's settled, we can go ahead and proceed accordingly to cancel your services. Okay. Or would Yeah.","start_word":565,"end_word":605,"intents":[{"intent":"Cancel services","confidence_score":0.18706815}]},{"text":"would you like me to process it over the phone? 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Alright.","start_word":754,"end_word":799,"intents":[{"intent":"Provide discounts","confidence_score":0.017632293}]},{"text":"Bye bye.","start_word":890,"end_word":891,"intents":[{"intent":"The speaker's information","confidence_score":0.000005903771},{"intent":"the speaker's request","confidence_score":0.082312055}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.29691845178604126},{"text":"Thank you so much for calling your toll account. How may I help you today?","start_word":1,"end_word":15,"sentiment":"positive","sentiment_score":0.5913512706756592},{"text":"Hi. I currently have a account for my Wi Fi with you guys, and I was just wanting to cancel it as I've moved houses now. Oh, I'm sorry to hear about this, but thank you so much for your call today. Let me pull out your account here. What is your phone number and your full name? 0490829554, and my name is Zoe Patterson.","start_word":16,"end_word":80,"sentiment":"neutral","sentiment_score":-0.025460055097937584},{"text":"Thank you. Nice to have you in the line, Zoe.","start_word":81,"end_word":90,"sentiment":"positive","sentiment_score":0.4706476628780365},{"text":"And your date of birth, please? 09/27/1999.","start_word":91,"end_word":97,"sentiment":"neutral","sentiment_score":0.1054833009839058},{"text":"Thank you so much.","start_word":98,"end_word":101,"sentiment":"positive","sentiment_score":0.4910522401332855},{"text":"And to avoid your cancellation fee and disconnection fee, we can go ahead and check your address. In that way, you Yep. can bring your contract with us because I'm showing on here that your account is locked in for twenty four month contract. So once we've canceled your services, it's still within the contract, and a cancellation fee will applies on your account. How much is the cancellation fee? One moment. Let me just check on you've already moved out from this address Yeah. that we're We just providing you? we just moved Okay. out, and we've already got the Internet connected here because we they we had to pay the new development charge. So I've already paid all that from the new NBN connection, so I'll have to cancel with you guys. Okay. So you've already had an existing one there, or you've already applied for a new one? The real estate did everything. Oh, okay. Yeah. So it's alright. Got it, Zoe. Just give me a minute or two. Let me just check over your account. Okay? Just one Thank moment you. so Yeah. it could be processed accordingly. Thank you No so worries. much.","start_word":102,"end_word":299,"sentiment":"neutral","sentiment_score":-0.00020331416453700513},{"text":"Thank you. Thank you so much for patiently waiting, Zoe.","start_word":300,"end_word":309,"sentiment":"positive","sentiment_score":0.6814148366451264},{"text":"So your No worries. cancellation fee is $132. That's Okay. include I'm the just look I'm looking at my welcome to Airtel when I first signed up with you guys, and I only got the twenty four month contract, not the yeah. The twenty four month contract. But then down the bottom, it says the end date is when canceled. One canceled. Yeah. Where So it says where is start it? start date July Let 9 me check. 2025, and then it says end date when canceled. Bear with me. Okay? One moment. Let me just check what you you're looking with your order receipt or your Yeah. portal So or so whatever? when I first signed up with you guys, I got an email saying welcome to Airtel. And I did get the twenty four month, but down the bottom, it doesn't say anything Okay. about the date, like, of it just says that it ends when it's canceled. Mhmm. Do I still Okay. have to pay pay the No. cancellation No. No. Let me fee? explain this. You've signed Yeah. up for twenty four month contract, and the contract plan was available from your portal and also from our site. The when Yeah. canceled showing, you subscribed for a automatic payment. So the end date when canceled, if you would like to cancel your automatic payment, not Okay. the service. Yeah. Yeah. Yeah. So, technically, you are requesting to have it canceled today since you already moved out from this address? Yeah. Okay. So, basically, what you need to do is you have to pay the invoice that we will be sending to you. And then once it's settled, we can go ahead and proceed accordingly to cancel your services. Okay. Or would Yeah. would you like me to process it over the phone? Yes, please. Okay. Sure. And you're going to use the same card that you have, right, for your recurring invoice? Yep. Okay. Got it. So here's what I'm going to do, Zoe. I'll go ahead and do the invoice. And then afterwards, I will process it using your card. If there Yep. any issue, we'll call you back. If not, once it's processed, I'll be endorsing your account to our tech team to process the cancellation. And once it's completed, we will also send you a email confirmation that your services has been canceled. K? Okay. As long as the payment has been settled, we will proceed accordingly to your request to have it canceled today. You still have an access to your email address we have on record. Right? The z dot Yes. patterson? Okay.","start_word":310,"end_word":751,"sentiment":"neutral","sentiment_score":-0.010546810469880902},{"text":"That's perfect. So, yeah, we'll go ahead and take care of this.","start_word":752,"end_word":763,"sentiment":"positive","sentiment_score":0.436009019613266},{"text":"And, Zoe, if you need our services in the future, please feel free to give us a call, and we'll be more than happy to welcome you back and provide you any discounted deals. Okay? Alright.","start_word":764,"end_word":799,"sentiment":"neutral","sentiment_score":0.3187228739261627},{"text":"Perfect. Thank you.","start_word":800,"end_word":802,"sentiment":"positive","sentiment_score":0.4156136512756348},{"text":"You're welcome. Because we are ready to help you get connected to services to your new address. However, it's kinda late since you mentioned that you already have an active one there. Right? Yeah. 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