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How may I help you today? Oh, let me check. Could you provide your name on the account, please, so that I can see the reason for the call? One second, please. Can you spell your first name, please? Thank you so much, Peter. Alright. Pulling up your account. Yeah. Yeah. I think we were calling you about your current or outstanding balance on your account. And let me just check here. As we tried processing it, however, the payment got declined. So we're just reaching out to notify you. Maybe you're not aware of it, overlooked your account, and we'll be more than happy of assistance if you need further assistance making the payment online. Okay. Sure. Let me check. There's actually a safeguard on your account. Can I use the same card saved on the file? Or if we are to process now, we could settle your outstanding balance today so that, you know, if we run any problem, it will be easier since, you're on the line. Can I reprocess the payment right now? Oh, sure. I'll stay on the line, and please let us know once I can reprocess the payment. No worries. Please take your time. Thank you so much. Just give me one second. Hold on. Let me just check which card is added in your account. What's the last four digit number again? We have very different payment. Would you want us to remove this payment on file and update your current card in your account? Because we can only use one payment at a time. Let me remove this. One moment. Alright. So today, are we going to use your credit card? Oh, sure. We can we can use a new card for now. Could you provide me your card number, please? Four six two two six three zero zero. Thank you so much. I have 4622. Is that correct? Thank you so much, Peter. How about the name that is showing on the card? Thank you. Hold on. Thank you so much, Peter. How about the expiration date? Thank you. How about this EPV or the CVC on the card, please? 296. Thank you so much. And would you want to save this for and allow for future charges? This is also okay. Thank you so much. I'll gonna have and save it and process the payment right now. One second, please. Well, thank you so much, by the way, Peter, for ringing us back. We were owed one last Let me try. Yes. I'm still here processing you the payment. Just give me one second. It'll just be, like, a quick second. The page is already loading. Got it. We were able to process your payment successfully and put her the card that I'm sorry. Hello? I'm sorry, Peter. I was on mute. So I was able to process the payment successfully and also save your card for future charges. Anything else I can help you with today? Thank you so much for your time, Peter. Goodbye for now. Enjoy the rest of your day. 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you for calling Airtel. You've reached Airtel depart I mean, accounts department. My name is Mary. May I have your name, please? Pedro.\n\nCorrect? Thank you so much, Pedro. How may I help you today? Oh, let me check. Could you provide your name on the account, please, so that I can see the reason for the call?\n\nOne second, please. Can you spell your first name, please? Thank you so much, Peter. Alright. Pulling up your account.\n\nYeah. Yeah. I think we were calling you about your current or outstanding balance on your account. And let me just check here. As we tried processing it, however, the payment got declined.\n\nSo we're just reaching out to notify you. Maybe you're not aware of it, overlooked your account, and we'll be more than happy of assistance if you need further assistance making the payment online. Okay. Sure. Let me check.\n\nThere's actually a safeguard on your account. Can I use the same card saved on the file? Or if we are to process now, we could settle your outstanding balance today so that, you know, if we run any problem, it will be easier since, you're on the line. Can I reprocess the payment right now? Oh, sure.\n\nI'll stay on the line, and please let us know once I can reprocess the payment. No worries. Please take your time. Thank you so much. Just give me one second.\n\nHold on. Let me just check which card is added in your account. What's the last four digit number again? We have very different payment. Would you want us to remove this payment on file and update your current card in your account?\n\nBecause we can only use one payment at a time. Let me remove this. One moment. Alright. So today, are we going to use your credit card?\n\nOh, sure. We can we can use a new card for now. Could you provide me your card number, please? Four six two two six three zero zero. Thank you so much.\n\nI have 4622. Is that correct? Thank you so much, Peter. How about the name that is showing on the card? Thank you.\n\nHold on. Thank you so much, Peter. How about the expiration date? Thank you. How about this EPV or the CVC on the card, please?\n\n296. Thank you so much. And would you want to save this for and allow for future charges? This is also okay. Thank you so much.\n\nI'll gonna have and save it and process the payment right now. One second, please. Well, thank you so much, by the way, Peter, for ringing us back. We were owed one last Let me try. Yes.\n\nI'm still here processing you the payment. Just give me one second. It'll just be, like, a quick second. The page is already loading. Got it.\n\nWe were able to process your payment successfully and put her the card that I'm sorry. Hello? I'm sorry, Peter. I was on mute. So I was able to process the payment successfully and also save your card for future charges.\n\nAnything else I can help you with today? Thank you so much for your time, Peter. Goodbye for now. Enjoy the rest of your day. Bye bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":1.36,"end":2.6399999,"sentiment":"positive","sentiment_score":0.49016804695129396},{"text":"You've reached Airtel depart I mean, accounts department.","start":2.6399999,"end":5.8399997,"sentiment":"neutral","sentiment_score":0.1959115769714117},{"text":"My name is Mary.","start":5.8399997,"end":6.7999997,"sentiment":"neutral","sentiment_score":0.16144220530986786},{"text":"May I have your name, please?","start":6.7999997,"end":8.02,"sentiment":"neutral","sentiment_score":0.1283618559439977},{"text":"Pedro.","start":10.719999,"end":11.219999,"sentiment":"neutral","sentiment_score":-0.001586767379194498}],"sentiment":"neutral","sentiment_score":0.22635358500216776,"num_words":24,"start":1.36,"end":11.219999},{"sentences":[{"text":"Correct?","start":11.28,"end":11.78,"sentiment":"neutral","sentiment_score":0.006908182520419359},{"text":"Thank you so much, Pedro.","start":14.285,"end":15.725,"sentiment":"positive","sentiment_score":0.6261915922164917},{"text":"How may I help you today?","start":15.725,"end":17.185,"sentiment":"positive","sentiment_score":0.49155429502328235},{"text":"Oh, let me check.","start":23.884998,"end":27.07,"sentiment":"neutral","sentiment_score":0.04101165197789669},{"text":"Could you provide your name on the account, please, so that I can see the reason for the call?","start":27.07,"end":33.33,"sentiment":"neutral","sentiment_score":0.042343534333141225}],"sentiment":"neutral","sentiment_score":0.20159330497096692,"num_words":35,"start":11.28,"end":33.33},{"sentences":[{"text":"One second, please.","start":44.475,"end":45.774998,"sentiment":"neutral","sentiment_score":0.012505564838647842},{"text":"Can you spell your first name, please?","start":62.29,"end":64.15,"sentiment":"neutral","sentiment_score":0.016712428336696967},{"text":"Thank you so much, Peter.","start":68.93,"end":70.31,"sentiment":"positive","sentiment_score":0.46266608834266665},{"text":"Alright.","start":75.305,"end":75.805,"sentiment":"neutral","sentiment_score":0.2950965166091919},{"text":"Pulling up your account.","start":75.865005,"end":77.08501,"sentiment":"neutral","sentiment_score":0.20952370017766953}],"sentiment":"neutral","sentiment_score":0.18005127259530126,"num_words":20,"start":44.475,"end":77.08501},{"sentences":[{"text":"Yeah.","start":77.785,"end":78.285,"sentiment":"neutral","sentiment_score":0.1012534350156784},{"text":"Yeah.","start":80.025,"end":80.345,"sentiment":"neutral","sentiment_score":0.06724414229393005},{"text":"I think we were calling you about your current or outstanding balance on your account.","start":80.345,"end":85.165,"sentiment":"neutral","sentiment_score":0.037404477844635645},{"text":"And let me just check here.","start":86.119995,"end":87.82,"sentiment":"neutral","sentiment_score":0.015657759737223387},{"text":"As we tried processing it, however, the payment got declined.","start":88.439995,"end":91.74,"sentiment":"neutral","sentiment_score":-0.14921770803630352}],"sentiment":"neutral","sentiment_score":-0.0202625993018349,"num_words":33,"start":77.785,"end":91.74},{"sentences":[{"text":"So we're just reaching out to notify you.","start":92.04,"end":95.32,"sentiment":"neutral","sentiment_score":-0.13734592869877815},{"text":"Maybe you're not aware of it, overlooked your account, and we'll be more than happy of assistance if you need further assistance making the payment online.","start":95.32,"end":105.005005,"sentiment":"neutral","sentiment_score":0.08958390011237218},{"text":"Okay.","start":110.025,"end":110.505005,"sentiment":"neutral","sentiment_score":0.08415141701698303},{"text":"Sure.","start":110.505005,"end":110.97,"sentiment":"neutral","sentiment_score":0.09751550853252412},{"text":"Let me 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sure.","start":150.21,"end":150.885,"sentiment":"neutral","sentiment_score":0.16694721579551697}],"sentiment":"neutral","sentiment_score":0.0791371868730619,"num_words":58,"start":118.25,"end":150.885},{"sentences":[{"text":"I'll stay on the line, and please let us know once I can reprocess the payment.","start":151.44499,"end":155.305,"sentiment":"neutral","sentiment_score":0.14654775941744447},{"text":"No worries.","start":176.77501,"end":177.255,"sentiment":"neutral","sentiment_score":0.04127460531890392},{"text":"Please take your time.","start":177.255,"end":178.475,"sentiment":"neutral","sentiment_score":0.012459490448236465},{"text":"Thank you so much.","start":186.615,"end":187.655,"sentiment":"positive","sentiment_score":0.4754837229847908},{"text":"Just give me one second.","start":187.655,"end":188.935,"sentiment":"neutral","sentiment_score":0.15555225014686586}],"sentiment":"neutral","sentiment_score":0.16634991825107606,"num_words":31,"start":151.44499,"end":188.935},{"sentences":[{"text":"Hold on.","start":188.935,"end":189.675,"sentiment":"neutral","sentiment_score":0.030376911163330078},{"text":"Let me just check which card is added in your account.","start":191.03,"end":194.81,"sentiment":"neutral","sentiment_score":0.037147067825902595},{"text":"What's the last four digit number again?","start":209.445,"end":211.38501,"sentiment":"neutral","sentiment_score":0.009215747405375754},{"text":"We have very different payment.","start":214.565,"end":216.005,"sentiment":"neutral","sentiment_score":-0.13247398883104325},{"text":"Would you want us to remove this payment on file and update your current card in your account?","start":216.005,"end":223.53,"sentiment":"neutral","sentiment_score":-0.12457029790514046}],"sentiment":"neutral","sentiment_score":-0.05513380246973315,"num_words":43,"start":188.935,"end":223.53},{"sentences":[{"text":"Because we can only use one payment at a time.","start":224.31,"end":227.11,"sentiment":"neutral","sentiment_score":-0.18076143488287927},{"text":"Let me remove this.","start":227.11,"end":228.06999,"sentiment":"neutral","sentiment_score":-0.11625840701162815},{"text":"One moment.","start":228.06999,"end":228.81,"sentiment":"neutral","sentiment_score":-0.0787665843963623},{"text":"Alright.","start":237.64499,"end":238.14499,"sentiment":"neutral","sentiment_score":-0.0043685100972652435},{"text":"So today, are we going to use your credit card?","start":238.285,"end":241.345,"sentiment":"neutral","sentiment_score":-0.02731743026524782}],"sentiment":"neutral","sentiment_score":-0.1002860725339916,"num_words":27,"start":224.31,"end":241.345},{"sentences":[{"text":"Oh, sure.","start":247.73,"end":249.40999,"sentiment":"neutral","sentiment_score":0.04235335625708103},{"text":"We can we can use a new card for now.","start":249.40999,"end":256.87,"sentiment":"neutral","sentiment_score":0.04780004397034645},{"text":"Could you provide me your card number, please?","start":257.25,"end":259.245,"sentiment":"neutral","sentiment_score":0.033199874917045236},{"text":"Four six two two six three zero zero.","start":262.845,"end":269.26498,"sentiment":"neutral","sentiment_score":0.019094412913545966},{"text":"Thank you so much.","start":276.2,"end":277.42,"sentiment":"positive","sentiment_score":0.3728119805455208}],"sentiment":"neutral","sentiment_score":0.07725966803263873,"num_words":32,"start":247.73,"end":277.42},{"sentences":[{"text":"I have 4622.","start":277.64,"end":279.40002,"sentiment":"neutral","sentiment_score":0.1313637321194013},{"text":"Is that correct?","start":279.40002,"end":280.30002,"sentiment":"neutral","sentiment_score":0.08968472232421239},{"text":"Thank you so much, Peter.","start":289.08002,"end":290.905,"sentiment":"positive","sentiment_score":0.3947365641593933},{"text":"How about the name that is showing on the card?","start":291.36502,"end":295.545,"sentiment":"neutral","sentiment_score":0.09784677065908909},{"text":"Thank you.","start":298.96503,"end":299.765,"sentiment":"positive","sentiment_score":0.41954438388347626}],"sentiment":"neutral","sentiment_score":0.1936688981950283,"num_words":23,"start":277.64,"end":299.765},{"sentences":[{"text":"Hold on.","start":299.765,"end":300.58502,"sentiment":"neutral","sentiment_score":0.13507893681526184},{"text":"Thank you so much, Peter.","start":308.13998,"end":309.25998,"sentiment":"positive","sentiment_score":0.46865742802619936},{"text":"How about the expiration date?","start":309.25998,"end":310.88,"sentiment":"neutral","sentiment_score":0.10258406102657318},{"text":"Thank you.","start":318.67502,"end":319.155,"sentiment":"positive","sentiment_score":0.3377968668937683},{"text":"How about this EPV or the CVC on the card, please?","start":319.155,"end":322.295,"sentiment":"neutral","sentiment_score":0.07937380163507028}],"sentiment":"neutral","sentiment_score":0.18700283482670785,"num_words":25,"start":299.765,"end":322.295},{"sentences":[{"text":"296.","start":324.67502,"end":325.635,"sentiment":"neutral","sentiment_score":0.04233973845839501},{"text":"Thank you so much.","start":325.635,"end":326.67502,"sentiment":"positive","sentiment_score":0.4737109988927841},{"text":"And would you want to save this for and allow for future charges?","start":326.67502,"end":330.935,"sentiment":"neutral","sentiment_score":0.14770932151721075},{"text":"This is also okay.","start":331.94,"end":334.02,"sentiment":"neutral","sentiment_score":0.26950209587812424},{"text":"Thank you so much.","start":334.02,"end":334.9,"sentiment":"positive","sentiment_score":0.6105573028326035}],"sentiment":"neutral","sentiment_score":0.28375548109985316,"num_words":26,"start":324.67502,"end":334.9},{"sentences":[{"text":"I'll gonna have and save it and process the payment right now.","start":334.9,"end":339.88,"sentiment":"positive","sentiment_score":0.3561217163999875},{"text":"One second, please.","start":341.54,"end":342.91998,"sentiment":"neutral","sentiment_score":0.15356181065241495},{"text":"Well, thank you so much, by the way, Peter, for ringing us back.","start":348.155,"end":351.775,"sentiment":"positive","sentiment_score":0.4784536568018106},{"text":"We were owed one last Let me try.","start":353.195,"end":367.03,"sentiment":"neutral","sentiment_score":0.05763137340545654},{"text":"Yes.","start":392.61,"end":393.09,"sentiment":"neutral","sentiment_score":0.13396596908569336}],"sentiment":"neutral","sentiment_score":0.3121367709056751,"num_words":37,"start":334.9,"end":393.09},{"sentences":[{"text":"I'm still here processing you the payment.","start":393.09,"end":394.69,"sentiment":"neutral","sentiment_score":0.16016582718917302},{"text":"Just give me one second.","start":394.69,"end":395.72998,"sentiment":"neutral","sentiment_score":0.11883722096681595},{"text":"It'll just be, like, a quick second.","start":395.72998,"end":398.115,"sentiment":"neutral","sentiment_score":0.13200973506484712},{"text":"The page is already loading.","start":398.175,"end":399.79498,"sentiment":"neutral","sentiment_score":0.12303598821163178},{"text":"Got 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bye.","start":438.57095,"end":439.23096,"sentiment":"neutral","sentiment_score":0.19229336827993393}],"sentiment":"positive","sentiment_score":0.3357213200242431,"num_words":27,"start":430.57095,"end":439.23096}]}}]},{"alternatives":[{"transcript":"Paid off. Yeah. Paid off. Correct. Yep. You guys called me? Yeah. Peter McCausland. That is m c a u s l a n d. But it's alright. Peter. So it's p e t e r. Yeah. How much is it? Yeah. That's fine. I can I can make it online? Yeah. Yeah. Are you gonna do it now, or you're gonna schedule it? Yeah. That that's fine. Yeah. Yeah. That's fine. Hold on. Give me one second. I'll just put it. Yep. Alright. Yep. So the card number you have would be ending in sorry. Give me one sec. So the card number would be ending in 4353. Yeah? 4353. Yeah. Yeah. Can Can you actually, because I'm just yeah. Yeah. So can yeah. Can we use the one right now? Yep. So that's 46226300 7848 and 4353. Koga, medium flat. Is it the first? Yeah. 4622630078484353. Then the Peter McCosman. First three first o o one three one. 296. Alright. That's alright. Is that okay? I'm pretty sure that's pretty that's good now. Is that sorted? Oh, yeah. I got the email. What's that? Service agreement. Hello? 882. Thank you very much. Hello? Yep. 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Yeah. Paid off. Correct. Yep.\n\nYou guys called me? Yeah. Peter McCausland. That is m c a u s l a n d. But it's alright.\n\nPeter. So it's p e t e r. Yeah. How much is it? Yeah.\n\nThat's fine. I can I can make it online? Yeah. Yeah. Are you gonna do it now, or you're gonna schedule it?\n\nYeah. That that's fine. Yeah. Yeah. That's fine.\n\nHold on. Give me one second. I'll just put it. Yep. Alright.\n\nYep. So the card number you have would be ending in sorry. Give me one sec. So the card number would be ending in 4353. Yeah?\n\n4353. Yeah. Yeah. Can Can you actually, because I'm just yeah. Yeah.\n\nSo can yeah. Can we use the one right now? Yep. So that's 46226300 7848 and 4353. Koga, medium flat.\n\nIs it the first? Yeah. 4622630078484353. Then the Peter McCosman. First three first o o one three one.\n\n296. Alright. That's alright. Is that okay? I'm pretty sure that's pretty that's good now.\n\nIs that sorted? Oh, yeah. I got the email. What's that? Service agreement.\n\nHello? 882. Thank you very much. Hello? Yep.\n\nAll good. Hello? No. That's alright. Thank you very much for that.\n\nThank you. Bye bye. Bye.","paragraphs":[{"sentences":[{"text":"Paid off.","start":9.04,"end":9.86,"sentiment":"neutral","sentiment_score":-0.004932195646688342},{"text":"Yeah.","start":12.559999,"end":12.799999,"sentiment":"neutral","sentiment_score":0.008210699073970318},{"text":"Paid off.","start":12.799999,"end":13.28,"sentiment":"neutral","sentiment_score":0.011008806759491563},{"text":"Correct.","start":13.28,"end":13.5199995,"sentiment":"neutral","sentiment_score":0.05851129814982414},{"text":"Yep.","start":13.5199995,"end":14.0199995,"sentiment":"neutral","sentiment_score":0.14197729527950287}],"sentiment":"neutral","sentiment_score":0.03155035924698625,"num_words":7,"start":9.04,"end":14.0199995},{"sentences":[{"text":"You guys called me?","start":19.975,"end":21.435,"sentiment":"neutral","sentiment_score":0.0708164731040597},{"text":"Yeah.","start":33.829998,"end":34.15,"sentiment":"neutral","sentiment_score":0.016233816742897034},{"text":"Peter McCausland.","start":34.15,"end":35.37,"sentiment":"neutral","sentiment_score":0.011484416667371988},{"text":"That is m c a u s l a n d.","start":35.829998,"end":40.25,"sentiment":"neutral","sentiment_score":0.016765564764765175},{"text":"But it's alright.","start":41.67,"end":47.305,"sentiment":"neutral","sentiment_score":0.02256821033855279}],"sentiment":"neutral","sentiment_score":0.027361637424855006,"num_words":21,"start":19.975,"end":47.305},{"sentences":[{"text":"Peter.","start":64.94,"end":65.26,"sentiment":"neutral","sentiment_score":0.008244190365076065},{"text":"So it's p e t e r.","start":65.26,"end":67.520004,"sentiment":"neutral","sentiment_score":0.013288202296410288},{"text":"Yeah.","start":86.4,"end":86.9,"sentiment":"neutral","sentiment_score":0.012585935182869434},{"text":"How much is 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on.","start":147.58,"end":147.9,"sentiment":"neutral","sentiment_score":0.09472327679395676},{"text":"Give me one second.","start":147.9,"end":148.7,"sentiment":"neutral","sentiment_score":0.0611788984388113},{"text":"I'll just put it.","start":148.7,"end":149.68,"sentiment":"neutral","sentiment_score":0.07543926686048508},{"text":"Yep.","start":156.765,"end":157.265,"sentiment":"neutral","sentiment_score":0.08704443275928497},{"text":"Alright.","start":162.685,"end":163.185,"sentiment":"neutral","sentiment_score":0.0891570895910263}],"sentiment":"neutral","sentiment_score":0.07601006142795086,"num_words":12,"start":147.58,"end":163.185},{"sentences":[{"text":"Yep.","start":166.925,"end":167.24501,"sentiment":"neutral","sentiment_score":0.05679238960146904},{"text":"So the card number you have would be ending in sorry.","start":167.24501,"end":174.72,"sentiment":"neutral","sentiment_score":-0.04385561089624058},{"text":"Give me one sec.","start":174.72,"end":175.86,"sentiment":"neutral","sentiment_score":-0.0351693332195282},{"text":"So the card number would be ending in 4353.","start":180.08,"end":185.455,"sentiment":"neutral","sentiment_score":0.005426079448726442},{"text":"Yeah?","start":185.455,"end":185.955,"sentiment":"neutral","sentiment_score":0.057924337685108185}],"sentiment":"neutral","sentiment_score":-0.01767452347737092,"num_words":26,"start":166.925,"end":185.955},{"sentences":[{"text":"4353.","start":212.045,"end":213.50499,"sentiment":"neutral","sentiment_score":-0.0137498676776886},{"text":"Yeah.","start":224.24,"end":224.48001,"sentiment":"neutral","sentiment_score":-0.05736662074923515},{"text":"Yeah.","start":224.48001,"end":224.64,"sentiment":"neutral","sentiment_score":-0.07030631601810455},{"text":"Can Can you actually, because I'm just yeah.","start":224.64,"end":242.585,"sentiment":"neutral","sentiment_score":-0.042609671130776405},{"text":"Yeah.","start":242.585,"end":242.82501,"sentiment":"neutral","sentiment_score":0.019657716155052185}],"sentiment":"neutral","sentiment_score":-0.03855353811134895,"num_words":12,"start":212.045,"end":242.82501},{"sentences":[{"text":"So can yeah.","start":242.82501,"end":243.625,"sentiment":"neutral","sentiment_score":0.020585681001345318},{"text":"Can we use the one right now?","start":243.625,"end":246.12,"sentiment":"neutral","sentiment_score":0.021534891266907965},{"text":"Yep.","start":259.715,"end":259.875,"sentiment":"neutral","sentiment_score":0.03072015568614006},{"text":"So that's 46226300 7848 and 4353.","start":259.875,"end":273.51,"sentiment":"neutral","sentiment_score":0.021976273662100237},{"text":"Koga, medium flat.","start":273.91,"end":275.35,"sentiment":"neutral","sentiment_score":0.02560452309747537}],"sentiment":"neutral","sentiment_score":0.022594632441177966,"num_words":20,"start":242.82501,"end":275.35},{"sentences":[{"text":"Is it the first?","start":275.35,"end":276.15002,"sentiment":"neutral","sentiment_score":0.035259862430393696},{"text":"Yeah.","start":276.15002,"end":276.47,"sentiment":"neutral","sentiment_score":0.0962088108062744},{"text":"4622630078484353.","start":281.83002,"end":288.41,"sentiment":"neutral","sentiment_score":0.04631120339035988},{"text":"Then the Peter McCosman.","start":289.20502,"end":297.385,"sentiment":"neutral","sentiment_score":0.123698391020298},{"text":"First three first o o one three one.","start":312.23,"end":316.41,"sentiment":"neutral","sentiment_score":0.052896648179739714}],"sentiment":"neutral","sentiment_score":0.06675145630207327,"num_words":18,"start":275.35,"end":316.41},{"sentences":[{"text":"296.","start":322.475,"end":323.695,"sentiment":"neutral","sentiment_score":0.022651415318250656},{"text":"Alright.","start":332.03,"end":332.53,"sentiment":"neutral","sentiment_score":0.2578018307685852},{"text":"That's alright.","start":352.655,"end":353.13498,"sentiment":"neutral","sentiment_score":0.321611151099205},{"text":"Is that okay?","start":353.13498,"end":353.955,"sentiment":"neutral","sentiment_score":0.18320264915625253},{"text":"I'm pretty sure that's pretty that's good now.","start":359.84,"end":362.96,"sentiment":"neutral","sentiment_score":0.14993127901107073}],"sentiment":"neutral","sentiment_score":0.17818224852283795,"num_words":15,"start":322.475,"end":362.96},{"sentences":[{"text":"Is that sorted?","start":362.96,"end":363.86,"sentiment":"neutral","sentiment_score":0.1257858673731486},{"text":"Oh, yeah.","start":365.59998,"end":365.91998,"sentiment":"neutral","sentiment_score":0.04833749681711197},{"text":"I got the email.","start":365.91998,"end":366.81998,"sentiment":"neutral","sentiment_score":0.025246540550142527},{"text":"What's that?","start":371.465,"end":372.285,"sentiment":"neutral","sentiment_score":0.016566941048949957},{"text":"Service agreement.","start":372.665,"end":373.565,"sentiment":"neutral","sentiment_score":0.014062508009374142}],"sentiment":"neutral","sentiment_score":0.048944435082376,"num_words":13,"start":362.96,"end":373.565},{"sentences":[{"text":"Hello?","start":377.945,"end":378.445,"sentiment":"neutral","sentiment_score":0.02164315991103649},{"text":"882.","start":379.145,"end":380.185,"sentiment":"neutral","sentiment_score":0.03496020287275314},{"text":"Thank you very much.","start":380.185,"end":381.325,"sentiment":"neutral","sentiment_score":0.26844489574432373},{"text":"Hello?","start":390.95,"end":391.45,"sentiment":"neutral","sentiment_score":0.11256371438503264},{"text":"Yep.","start":412.395,"end":412.895,"sentiment":"neutral","sentiment_score":0.1546889841556549}],"sentiment":"neutral","sentiment_score":0.17470445553772151,"num_words":8,"start":377.945,"end":412.895},{"sentences":[{"text":"All good.","start":413.19,"end":413.93,"sentiment":"neutral","sentiment_score":0.2758740782737732},{"text":"Hello?","start":419.11002,"end":419.61002,"sentiment":"neutral","sentiment_score":0.052549637854099274},{"text":"No.","start":432.525,"end":432.76498,"sentiment":"neutral","sentiment_score":-0.03776340931653976},{"text":"That's alright.","start":432.76498,"end":433.245,"sentiment":"neutral","sentiment_score":0.01999058132059872},{"text":"Thank you very much for that.","start":433.245,"end":434.625,"sentiment":"positive","sentiment_score":0.36129861573378247}],"sentiment":"neutral","sentiment_score":0.2311922701774165,"num_words":12,"start":413.19,"end":434.625},{"sentences":[{"text":"Thank you.","start":438.365,"end":438.845,"sentiment":"neutral","sentiment_score":0.27927568554878235},{"text":"Bye bye.","start":438.845,"end":439.245,"sentiment":"neutral","sentiment_score":0.09244134277105331},{"text":"Bye.","start":439.245,"end":439.745,"sentiment":"neutral","sentiment_score":-0.0760750025510788}],"sentiment":"neutral","sentiment_score":0.1334718108177185,"num_words":5,"start":438.365,"end":439.745}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel. You've reached Airtel depart I mean, accounts department. My name is Mary. May I have your name, please?\n\nChannel 1: Paid off.\n\nChannel 0: Pedro. Correct?\n\nChannel 1: Yeah. Paid off. Correct. Yep.\n\nChannel 0: Thank you so much, Pedro. How may I help you today?\n\nChannel 1: You guys called me?\n\nChannel 0: Oh, let me check. Could you provide your name on the account, please, so that I can see the reason for the call?\n\nChannel 1: Yeah. Peter McCausland. That is m c a u s l a n d. But\n\nChannel 0: One second, please.\n\nChannel 1: it's alright.\n\nChannel 0: Can you spell your first name, please?\n\nChannel 1: Peter. So it's p e t e r.\n\nChannel 0: Thank you so much, Peter. Alright. Pulling up your account. Yeah. Yeah.\n\nI think we were calling you about your current or outstanding balance on your account. And let\n\nChannel 1: Yeah.\n\nChannel 0: me just check here.\n\nChannel 1: How\n\nChannel 0: As\n\nChannel 1: much\n\nChannel 0: we\n\nChannel 1: is\n\nChannel 0: tried\n\nChannel 1: it?\n\nChannel 0: processing it, however, the payment got declined. So we're just reaching out to notify you. Maybe you're not aware of it, overlooked your account, and we'll be more than happy of assistance if you need further assistance making the payment online.\n\nChannel 1: Yeah. That's fine. I can I can make it online?\n\nChannel 0: Okay. Sure. Let me check. There's actually a safeguard on your account. Can I use the same card saved on the file?\n\nChannel 1: Yeah. Yeah. Are you gonna\n\nChannel 0: Or\n\nChannel 1: do it now, or you're gonna schedule it?\n\nChannel 0: if we are to process now, we could settle your outstanding balance today so that,\n\nChannel 1: Yeah. That\n\nChannel 0: you\n\nChannel 1: that's\n\nChannel 0: know,\n\nChannel 1: fine.\n\nChannel 0: if we run any problem, it will be easier since, you're on the line. Can I reprocess the payment right now?\n\nChannel 1: Yeah. Yeah. That's fine. Hold on. Give me one second.\n\nI'll just put it.\n\nChannel 0: Oh, sure. I'll stay on the line, and please let us know once I can reprocess the payment.\n\nChannel 1: Yep. Alright. Yep. So the card number you have would be ending in sorry. Give me one sec.\n\nChannel 0: No worries. Please take your time.\n\nChannel 1: So the card number would be ending in 4353. Yeah?\n\nChannel 0: Thank you so much. Just give me one second. Hold on. Let me just check which card is added in your account. What's the last four digit number again?\n\nChannel 1: 4353.\n\nChannel 0: We have very different payment. Would you want us to remove this payment on file and update your current card in your account?\n\nChannel 1: Yeah.\n\nChannel 0: Because\n\nChannel 1: Yeah.\n\nChannel 0: we\n\nChannel 1: Can\n\nChannel 0: can only use one payment at a time. Let me remove this. One moment.\n\nChannel 1: Can you actually, because\n\nChannel 0: Alright.\n\nChannel 1: I'm just\n\nChannel 0: So today, are we going to use your credit card?\n\nChannel 1: yeah. Yeah. So can yeah. Can we use the one right now?\n\nChannel 0: Oh, sure. We can we can use a new card for now. Could you provide me your card number, please?\n\nChannel 1: Yep. So that's 46226300\n\nChannel 0: Four six two two six three zero zero.\n\nChannel 1: 7848 and 4353. Koga, medium flat. Is it the first? Yeah.\n\nChannel 0: Thank you so much. I have 4622. Is that correct?\n\nChannel 1: 4622630078484353.\n\nChannel 0: Thank\n\nChannel 1: Then\n\nChannel 0: you so much, Peter. How about the name that is showing on the card?\n\nChannel 1: the Peter McCosman.\n\nChannel 0: Thank you. Hold on. Thank you so much, Peter. How about the expiration date?\n\nChannel 1: First three first o o one three one.\n\nChannel 0: Thank you. How about this EPV or the CVC on the card, please?\n\nChannel 1: 296.\n\nChannel 0: 296. Thank you so much. And would you want to save this for and allow for future charges? This\n\nChannel 1: Alright.\n\nChannel 0: is also okay. Thank you so much. I'll gonna have and save it and process the payment right now. One second, please. Well, thank you so much, by the way, Peter, for ringing us back.\n\nChannel 1: That's alright. Is\n\nChannel 0: We\n\nChannel 1: that\n\nChannel 0: were\n\nChannel 1: okay?\n\nChannel 0: owed one last\n\nChannel 1: I'm pretty sure that's pretty that's good now. Is that sorted? Oh, yeah. I\n\nChannel 0: Let\n\nChannel 1: got the\n\nChannel 0: me\n\nChannel 1: email.\n\nChannel 0: try.\n\nChannel 1: What's that? Service agreement. Hello? 882. Thank you very much.\n\nHello?\n\nChannel 0: Yes. I'm still here processing you the payment. Just give me one second. It'll just be, like, a quick second. The page is already loading.\n\nGot it. We were able to process your payment successfully and put her the card that\n\nChannel 1: Yep. All good. Hello?\n\nChannel 0: I'm sorry. Hello? I'm sorry, Peter. I was on mute. So I was able to process the payment successfully and also save your card for future charges.\n\nAnything else I can help you with today?\n\nChannel 1: No. That's alright. Thank you very much\n\nChannel 0: Thank\n\nChannel 1: for that.\n\nChannel 0: you so much for your time, Peter. Goodbye for now. Enjoy the rest of your day.\n\nChannel 1: Thank\n\nChannel 0: Bye\n\nChannel 1: you.\n\nChannel 0: bye.\n\nChannel 1: Bye bye. Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":1.36,"end":2.6399999,"sentiment":"positive","sentiment_score":0.49016804695129396},{"text":"You've reached Airtel depart I mean, accounts department.","start":2.6399999,"end":5.8399997,"sentiment":"neutral","sentiment_score":0.1959115769714117},{"text":"My name is Mary.","start":5.8399997,"end":6.7999997,"sentiment":"neutral","sentiment_score":0.16144220530986786},{"text":"May I have your name, please?","start":6.7999997,"end":8.02,"sentiment":"neutral","sentiment_score":0.1283618559439977}],"sentiment":"neutral","sentiment_score":0.23626403510570526,"channel":0,"num_words":23,"start":1.36,"end":8.02},{"sentences":[{"text":"Paid 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The representative checked the account and informed the customer that their payment was declined, but offered assistance with making the payment online. The representative also provided the customer with their credit card information and successfully processed the payment."},"intents":{"segments":[{"text":"Thank you so much, Pedro. How may I help you today? You guys called me?","start_word":32,"end_word":46,"intents":[{"intent":"Request assistance","confidence_score":0.0028195125}]},{"text":"Can I reprocess the payment right now?","start_word":268,"end_word":274,"intents":[{"intent":"Reprocess payment","confidence_score":0.7563552}]},{"text":"We have very different payment. Would you want us to remove this payment on file and update your current card in your account? Yeah.","start_word":371,"end_word":394,"intents":[{"intent":"Delete and update payment information","confidence_score":0.0000136246645}]},{"text":"We can we can use a new card for now. Could you provide me your card number, please? Yep.","start_word":444,"end_word":462,"intents":[{"intent":"Use new card","confidence_score":0.33451924}]},{"text":"How about this EPV or the CVC on the card, please? 296. 296. Thank you so much. And would you want to save this for and allow for future charges? This Alright. is also okay. Thank you so much. I'll gonna have and save it and process the payment right now. One second, please.","start_word":539,"end_word":592,"intents":[{"intent":"Process payment","confidence_score":0.50800335}]},{"text":"Anything else I can help you with today?","start_word":719,"end_word":726,"intents":[{"intent":"Provide assistance","confidence_score":0.23949902}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel.","start_word":0,"end_word":4,"sentiment":"positive","sentiment_score":0.48815274238586426},{"text":"You've reached Airtel depart I mean, accounts department. My name is Mary. May I have your name, please? Paid off. Pedro. Correct? Yeah. Paid off. Correct. Yep.","start_word":5,"end_word":31,"sentiment":"neutral","sentiment_score":0.11361126601696014},{"text":"Thank you so much, Pedro. How may I help you today?","start_word":32,"end_word":42,"sentiment":"positive","sentiment_score":0.5546531081199646},{"text":"You guys called me? Oh, let me check. Could you provide your name on the account, please, so that I can see the reason for the call? Yeah. Peter McCausland. That is m c a u s l a n d. But One second, please. it's alright. Can you spell your first name, please? Peter. So it's p e t e r.","start_word":43,"end_word":104,"sentiment":"neutral","sentiment_score":0.026176488026976585},{"text":"Thank you so much, Peter.","start_word":105,"end_word":109,"sentiment":"positive","sentiment_score":0.46435800194740295},{"text":"Alright. Pulling up your account. Yeah. Yeah. I think we were calling you about your current or outstanding balance on your account. And let Yeah. me just check here. How As much we is tried it? processing it, however, the payment got declined. So we're just reaching out to notify you. Maybe you're not aware of it, overlooked your account, and we'll be more than happy of assistance if you need further assistance making the payment online. Yeah. That's fine. I can I can make it online? Okay. Sure. Let me check. There's actually a safeguard on your account. Can I use the same card saved on the file? Yeah. Yeah. Are you gonna Or do it now, or you're gonna schedule it? if we are to process now, we could settle your outstanding balance today so that, Yeah. That you that's know, fine. if we run any problem, it will be easier since, you're on the line. Can I reprocess the payment right now? Yeah. Yeah. That's fine. Hold on. Give me one second. I'll just put it. Oh, sure. I'll stay on the line, and please let us know once I can reprocess the payment. Yep. Alright. Yep. So the card number you have would be ending in sorry. Give me one sec. No worries. Please take your time. So the card number would be ending in 4353. Yeah?","start_word":110,"end_word":340,"sentiment":"neutral","sentiment_score":0.06282293544961261},{"text":"Thank you so much.","start_word":341,"end_word":344,"sentiment":"positive","sentiment_score":0.46989354491233826},{"text":"Just give me one second. Hold on. Let me just check which card is added in your account. What's the last four digit number again? 4353. We have very different payment. Would you want us to remove this payment on file and update your current card in your account? Yeah. Because Yeah. we Can can only use one payment at a time. Let me remove this. One moment. Can you actually, because Alright. I'm just So today, are we going to use your credit card? yeah. Yeah. So can yeah. Can we use the one right now? Oh, sure. We can we can use a new card for now. Could you provide me your card number, please? Yep. So that's 46226300 Four six two two six three zero zero. 7848 and 4353. Koga, medium flat. Is it the first? Yeah.","start_word":345,"end_word":484,"sentiment":"neutral","sentiment_score":-0.016503948718309402},{"text":"Thank you so much.","start_word":485,"end_word":488,"sentiment":"positive","sentiment_score":0.3660734593868256},{"text":"I have 4622. Is that correct? 4622630078484353.","start_word":489,"end_word":495,"sentiment":"neutral","sentiment_score":0.07866203784942627},{"text":"Thank Then you so much, Peter.","start_word":496,"end_word":501,"sentiment":"positive","sentiment_score":0.3859444260597229},{"text":"How about the name that is showing on the card? the Peter McCosman.","start_word":502,"end_word":514,"sentiment":"neutral","sentiment_score":0.09248785961132784},{"text":"Thank you.","start_word":515,"end_word":516,"sentiment":"positive","sentiment_score":0.4184684753417969},{"text":"Hold on.","start_word":517,"end_word":518,"sentiment":"neutral","sentiment_score":0.14034166932106018},{"text":"Thank you so much, Peter.","start_word":519,"end_word":523,"sentiment":"positive","sentiment_score":0.460540384054184},{"text":"How about the expiration date? First three first o o one three one. Thank you. How about this EPV or the CVC on the card, please? 296. 296.","start_word":524,"end_word":551,"sentiment":"neutral","sentiment_score":0.08557943999767303},{"text":"Thank you so much.","start_word":552,"end_word":555,"sentiment":"positive","sentiment_score":0.473624050617218},{"text":"And would you want to save this for and allow for future charges? This Alright. is also okay.","start_word":556,"end_word":573,"sentiment":"neutral","sentiment_score":0.1946762353181839},{"text":"Thank you so much. I'll gonna have and save it and process the payment right now.","start_word":574,"end_word":589,"sentiment":"positive","sentiment_score":0.4224027991294861},{"text":"One second, please.","start_word":590,"end_word":592,"sentiment":"neutral","sentiment_score":0.15301556885242462},{"text":"Well, thank you so much, by the way, Peter, for ringing us back.","start_word":593,"end_word":605,"sentiment":"positive","sentiment_score":0.4755026400089264},{"text":"That's alright. Is We that were okay? owed one last I'm pretty sure that's pretty that's good now. Is that sorted? Oh, yeah. I Let got the me email. try. What's that? Service agreement. Hello? 882. Thank you very much. Hello? Yes. I'm still here processing you the payment. Just give me one second. It'll just be, like, a quick second. The page is already loading. Got it. We were able to process your payment successfully and put her the card that Yep. All good. Hello? I'm sorry. Hello? I'm sorry, Peter. I was on mute. So I was able to process the payment successfully and also save your card for future charges. Anything else I can help you with today? No. That's alright.","start_word":606,"end_word":729,"sentiment":"neutral","sentiment_score":0.13448891043663025},{"text":"Thank you very much Thank for that. you so much for your time, Peter.","start_word":730,"end_word":743,"sentiment":"positive","sentiment_score":0.42658016085624695},{"text":"Goodbye for now.","start_word":744,"end_word":746,"sentiment":"neutral","sentiment_score":0.31070634722709656},{"text":"Enjoy the rest of your day.","start_word":747,"end_word":752,"sentiment":"positive","sentiment_score":0.49499014019966125},{"text":"Thank Bye you. bye. Bye bye. Bye.","start_word":753,"end_word":759,"sentiment":"neutral","sentiment_score":0.16816239271845138}],"average":{"sentiment":"neutral","sentiment_score":0.11260518830634406}}}}