{"metadata":{"transaction_key":"deprecated","request_id":"01a06f38-d671-7e33-9521-a18404186892","sha256":"82affde45e390808aac7f11e4a527748cfbf07f2e09cab2d873b07f4bbe73688","created":"2026-09-05T01:39:54.342Z","duration":4932.288,"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":8176,"output_tokens":181},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":9129,"output_tokens":9146},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":9129,"output_tokens":478}},"results":{"channels":[{"alternatives":[{"transcript":"Thank you for calling Airtel. My name is Mary. May I have your name, please? Hello. May I have your name, please? Hi, Adam. How are you doing? I tried calling you earlier, but was routed to voice mail. And right now, I'm just drafting an email for reply. And thank you so much for reaching us. Yeah. Regarding your email, I can see here that you are... I mean, the network is not working. Is that correct? Mhmm. Because because here's what happened, Adam. On... Let me go back to our email. On the twenty ninth, we... Or hold on. On the twenty ninth, we automatically unsuspended your connection, so it was not actually successfully suspended. So if you are having an Internet problem with your Internet, could you provide me some error message while trying to connect you... Connect to your Wi Fi. Could you provide me, the error message that you're receiving whenever you connect to your Internet? Because on the same day, Saturday, I... We inform you that we already restart your Internet. Do you have an access to your... Or any device that you can use so that we can try logging in to your router's credentials? Okay. Hold on. Let me check that. Let me see. Hold on. I'm so sorry to hear that, Adam, and I really know where you're coming from. Let me go ahead and check here your payment receipt. Okay? '29. 2026. Hold on. Let me see. Payment. Adam, the payment type for the last payment that you made was actually an electronic fan transfer, so we did not directly debited your account. But just to... Well, just... Yeah. It was an electronic funds transfer, and it was not direct debit from your account. And, also, there's no saved payments or credit cards on your account, so it was... The payment was made through electronic funds transfer. Alright. If you... Yes. The email that you received is an automated email once we receive the payment from our customer. So all of our customers receive one confirmation email about the payment. You can also access this payment receipt by logging in to your account wherein you can see... Where you can view the payment with the invoice number and the payment type. It was actually electronic fan transfer. I can help you log in to your customer portal to review I really understand. Right now, I'm just giving you some information that I am seeing on the documents from your account. Well, I really understand that... About this the experience that you had. But right now with the document, it says an EFT or refund transfer. And it was not a direct debit since there's no credit card or card added on your account for a direct payment. No. I mean, there's... Oh, do you have a card? I mean, saved on your account? Sure. Could you send me a screenshot? You can email that as well to me. Or you can also access our webs... It's... Yeah. That's correct. @airtel.net.au. I can also... Yeah. Sure. I can also send you the invoice so that you can have it on your end without logging in to your customer portal. And that's... And that... Oh, I... Yeah. But if you will log in to your customer portal, you'll be able to see the payment method. But have you sent to me the, screenshot of your, card saved on your account? Okay. Hold on. Alright. I'll wait for your email. Just give me one second. Because k. Haven't received it yet. One moment, please. You know, I'm just... I I just wanna verify everything, making sure our system and your end is calibrated and all green. Okay? Just waiting for it. Hold on. I haven't received it yet. While waiting for the email, could you also send it using our website? It's airtel.net.au. And then you should be seeing a chatbot on the lower right corner. You just have to click that, and I'll be able to see that on my end as well. Have you sent it yet, Ada? Okay. Hold on. Let me see. Alright. This is a transaction. How about the card being saved on your account, on your Airtel account? Because on our end, we're not seeing a direct debit or any saved credit card or bank account on your account. So we wouldn't Alright. So as I am seeing on your log... On your portal, it was sent via electronic fan transfer. So... Let me hold on. Let me go back to the website and see. This seems to be a notification. Have you gone to your credit card transaction? Well, it depends how your bank will... Well, if you really didn't do the the payment, Adam, we really understand if you'd like to dispute it on your issuing bank. It's all fine. However... But still, we will still acknowledge your payment plan with us. If you really need the payment that was just credited in your account, you may also want to contact your issuing bank and... For further assistance. But rest assured that we will still acknowledge your payment plan with us. We have on the thirtieth that we send you an email that has been already noted on your account, so there's nothing to worry about us. We'll still acknowledge your payment plan. Yeah. As I am seeing on the document, it it was an electronic fan transfer. But, again, I really take your word if you not remembering transferring any funds to us, it's fine. If you re... If you need these funds, it's okay. You can contact your issuing bank. Hold on. Let me check here. Okay. Let me just check here further, Adam. So I'll be putting you on hold for a minute to return and go back to you. Okay? Hello, Adam? Yes. Thank you. Hello, Adan. Thank you so much for holding. Yes. So checking again in your account, again, what I'm seeing is actually an electronic direct debit, the payment method that will show is... Would be like a direct debit. And this let me review your recent document. Hold on. Let me review your previous documents on our end. Okay? Hold on. Mhmm. Yeah. Yeah. Okay. Well, I will look into that because I just wanna make sure that we are... You know, we've already completed this issue regarding your payments because I know, from what you shared, having a financial hardship, I also wanna help you with your concern about the payments. But, right after this, we'll go ahead and go through with your Internet connection. Okay? If that will be fine. Okay. Seeing your... Or checking your previous transaction with us, on the month of July, June, May, these were all direct debit. However, only the Yes. Correct. Yeah. Invoice for the August, which was paid August 30, was an electronic fund transfer and not a direct debit. And right now, I'm seeing... I'm checking your account, and there's no, saved card. So it could have been that the card is currently added on your account as an automatic payment. But right now, I'm not seeing any save card. So previously, it could... Mhmm. I know. Mhmm. Let me. Is there any way that you can go to the main transactions from your card? Okay. I'll... Yes. You still have the document from the month of July. I just wanna compare it and annotate that and investigate further on my end, then we can move forward to your Internet. For July, the payment was made July 8. I'll save these two pictures. Yeah. Or July. July 19. Hold on. Let me check again your... I'm sorry. I was looking for a different customer, Holden. Let me go back again to your account because I was looking earlier with a different customer. Let me exit all the files. Hold on. I'm sorry. So hold on. July 19. Yes. It's an EFT as well. I'm sorry. For the month of July 19, it was EFT as well. On your Airtel profile, can you send me a screenshot on the payment that was made July 19? Because I'm seeing here on your portal, it's also an EFT. So that we'll be able to document everything, Adam. I take every word of... You have. I just need some photo for documentation so that we look into this further. Okay? You can also send it to our website, and I'll make sure to save it. Yes. Because going through the previous month as well, it's also showing EFT. No direct debit. Let me know once you send it so that I can review it. Let me just save this as well. Have you sent it yet? Let me check it. So this is for July nineteen four ninety nine four ninety 5. Do you have some other photo or a receipt or a screenshot that says direct debit? Alright. Can... If I may ask, how were you able to log in to your Airtel account? Because you mentioned earlier that this is from your card. So I would also like you to log in to your customer portal to also see your documents when you are making a payment. On your customer portal, you'll be able to see everything from your invoice, recurring invoices, and the payments that you made. Are you now logged in to your customer portal? Yes. It's all EFT. I mean, earlier, I was looking for... That was my mistake. I was looking for a different customer. That's why we had in different date from July. Yours was July 19. Mine was different, so I went back to your account and found the July 19 transaction, which is the EFT. For June 25, you will be able to see your June 25 transaction from your credit card. And on your portal, it'll be showing as an ESG payment type. Yeah. On the same website, airtel.net.au, you you just have to log in. Uh-huh. Are you now logged in to your portal? Just making sure that you're logged in. You are supposed to be seeing your name on your upper right corner of the screen. Are you seeing it? Upper right corner of your screen, of your phone. It should... Your name should appear. So if that's the case, then you're not yet logged in to your customer portal, Adam. Please click my account. Yeah. This is Airtel. And that's for an invoice for September 1. Can you click on the show all financial documents? Mhmm. And then after clicking it, what does it show? Are you see... Okay. Can you click any of the date from July 19, which is your payment, to see the payment type that was used to pay for the invoice? Okay. You should... On the date of August 30, you will see, after the check icon, that square icon with a small arrow pointing on the upper right direction, you can click that. That's where you can see the payment type that was made during... I mean, paying the the invoice. Were you able to click this where I can with arrow? On... Once you click that, you should be seeing... Let me go back to my end. View the payment with the invoice number, the payment type, the sum that you paid with the receipt number, and the payment date. Okay. Alright. Let's go back to the screenshot that you sent to me earlier from your portal, the dashboard. I told you earlier to click on the show all financial documents, and then you found the date for August thirtieth payment. Alright. Are you on the were you able... Were you already clicked the square icon with the arrow? Sure. Okay. Let me see. And can you tell me what happened when you click on the payment, the green one with dated August 30? It must show a drop down information with further details. What information are you seeing when you click this... Yeah. So this is the payment that Yeah. So EFT shows when you... When... Do you normally call us to pay the... To make the payment? Okay. So I'll take note of every screenshots and photos that you've sent. Sure. It shows a recurring invoice. How about clicking the... Yeah. It's paid. But if you will gonna... You were able to click earlier the payment section with the AST information. It has been paid yet because it was it was paid August 30. And when you click the payment no. No. I'm not. I'm just giving you The one... I mean, the black one is your invoice, the recurring invoice, and then the green one on top of it is the payment transaction. So that's why you're seeing a same date because one is for the recurring invoice and one is for the payment. Yes. It is already paid, but the payment information or the transaction is located in the payment section, which is the green one on top of it, August 30. And then you... The recurring invoice that you're receiving on the top part, which is dated September 1, that's your invoice for September one to thirtieth. If you'll be making a payment this September, you'll be seeing another payment section at the top of the recurring invoice. So this is... There's going to be... Alright. So for this one, Adam, I know that you mentioned beforehand that Mhmm. I really under Yes. I really understand where you're coming from, Aidan. The payment that was made August 30 was AST. And since you mentioned earlier that you're having a financial hardship, you can. You're welcome to contact your issuing bank dispute the charges. But it depends on your issuing bank, the process disputing the charges work. I will also take note of your account and regarding what happened. And then once I've already added it, check on those, we'll go move forward to your Internet connection. Okay? Alright. I successfully documented everything on my end, Aram. Saved all the photo that you sent and regarding with the electronic fan transfer. So this is going to be a fund to your account transferring to for making the payment. And now we'll move forward with your Internet connection. Can you tell me what error message you're receiving every time you are trying to connect with your Internet? Okay. Can you tell me the status? Mhmm. But are you seeing a stabilized light or a flashing green light on your router? And you mentioned earlier about calling yesterday. Right? Did you call yesterday regarding the same concern with your Internet? And after the call yesterday, the Internet is not yet restart. Right? Okay. If I may ask troubleshooting instead because we might gonna have to troubleshoot again. And then if there's still a problem, we will need to file a ticket for this. Alright. Hold on. Can you tell me the status of the color green on your router? Is it solid? Oh, any other color? It's only flashing red and there's no green color. Correct? Okay. We will need to troubleshoot, so it will need some time. We have to make sure that physical connections are properly connected. Mhmm. Hold on. Let me check here. Because I checked on our end, your account is active. There's no outage as well with from the network. So we just need to troubleshoot with the router. Okay. So you mentioned earlier that the physical connections are fine. Flashing red is showing on your end. Any other color that you're saying or indicator like? No, please. Because that might restart with... I mean, default. No. We add... We advise customers not to restart the the router because it might I'm sorry, Adam. There... No. But since we already have here the details. Right now, yes. Can we continue now, Ed? I'm sorry. This will take time. I I might need to ask you some photo before we finish. Hello, Adam? Yeah. Could you send me a photo showing the NTD or the connected ports or cables and lights? I'll leave you some information so that we can file a ticket afterwards. So it'll be turned on now again. Okay. Any changes with the indicator lights? Hold on. It's 1921681 1. 19216811. Okay. So please make sure your device is connected to the router's Wi Fi network. Alright? And is it not loading? Because you can still access the router settings even though there's no Internet connection yet. Alright. So if that's the case, then we will need to file a ticket for this one. Adam mentioned that you have already reached out yesterday. However, after the twenty minute unplugging and unplugging it again, it's still the same. We will have to file a ticket, and I need some photos from you to attach from the ticket that I will file. Okay? Alright. So right now, I will ask you to send me the picture of your cable connections from your NTD to the router. We normally use those combination of numbers for the router's IP address. Let me see. Hold on. It's one two four zero zero zero zero zero. No. There's no four, but four number zeros. 0000 four six three at airtel dot net dot a u. And the password, let me check. It's sorry? We can try the password that I will have to offer for you. It's UppercaseLetterA IR 1230 463. Are you in? And we just want to make sure that you have the correct PPPoE logins. If you can go to the Internet settings on your router settings. Uh-huh. So the logins were accepted. However, upon clicking submit or log in, it showed you that screen. Correct? K. So for this one, Adam, we'll need... Please also send me a screenshot for that so that everything is collated on my end when I file the ticket. Again, I would also ask for the physical cable connections from your NTD to the router. And... Okay. Just a few reminder, Adam, the mobile data should be turned off when you try to log... Access the router's address. Okay. Alright. I just wanna make sure that the credentials for the PTPOE logins are correct. Can we go back to your realtor's settings on your phone where you access the realtor's address? Yeah. But you're able to access this... To access that. Correct? And... Okay. So Uh-huh. Were you able to log in to the admin... Okay. Okay. Can you, right, can you go to the Internet settings, please? When you go to the Internet settings, look for... Hold on. It should... In your Internet settings, the connection type. Are you seeing a connection type? I'm sorry? Is it still possible for you to go through the Internet settings? Alright. On your... On the connection type, you should be changing the connection. The connection type must be labeled as Yes. Enter the... Yeah. And you've already entered the username that I provided to you and also the PPOE password? Alright. So if that's the case, then we've already progressed with the PPPoE settings. I will need to file a ticket for this one, Adam. So I will be needing you to send me some photos so that we can attach it one... To file a ticket. Yes. So I will need to file a ticket and have it sent to the network. I do apologize for any inconvenience that may... This Yeah. Because I I will need those photo or details on my end when I file a ticket. Complete information, miss Lee. Yes. For this one, Adam, we'll be sending this request to the network so that you can be connected to your Internet right away. We've already checked on your settings... I mean, router settings, and you are already logged in. And the next step now is to contact the network and have it investigated on their end. We'll have to wait for their response when we file a ticket today. Please give them maximum forty eight hours, and then we we we will back... Yeah. We'll back... We'll be back to you on Monday to give you any update regarding with your Internet connection. Yeah. To make this sorted out, I know time is running. For me to fill a ticket as soon as possible before we end this call, I will need those photos from you, Adam. I'm sorry. We normally don't send a technician, but, filing a ticket to the network. I only have some... I I only need some... One, two, three photos, for me to file the ticket. So that's including the label on the back of your router, the NTD network connection from your router showing the cables are properly connected, and also the indicator lights. So that's the only photo that I need from you for me to be able to sell a ticket to get this sorted and fixed for you on the network end. Yeah. No worries. Our network will... Once we have an answer from the network, we'll get in touch with you as well. For that one, I can also add that on my annotations when I file a ticket. If you will provide me a specific date or time when you experience the same scenario so that they can also look into their end as well. Sorry. What's the number again? Hold on. Yes. Hold on. Yes. I'm still here. Hold on. That's 0430403766044. And what... And where did you get this number? Were you able to enter your password? Mhmm. I'm so sorry for that, Adam. I actually relay on the documents or on your account that I have a... An access with. Well, Adam, I really agree... I mean, I really understand where you're coming from. So I just had a limited access in your... On the system, so I had to exhaust. No worries. I'll take note of that and making sure that I'll be able to have an access maximizing each and every one of the customer's account? I'm sorry? Sure. I'll talk with our accounting department and also regarding what happened with your EFT concern earlier. We're just making sure you're now connected with your Internet. Alright. Anything else I can help you with? Alright. 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you for calling Airtel. My name is Mary. May I have your name, please? Hello. May I have your name, please?\n\nHi, Adam. How are you doing? I tried calling you earlier, but was routed to voice mail. And right now, I'm just drafting an email for reply. And thank you so much for reaching us.\n\nYeah. Regarding your email, I can see here that you are... I mean, the network is not working. Is that correct? Mhmm.\n\nBecause because here's what happened, Adam. On... Let me go back to our email. On the twenty ninth, we... Or hold on.\n\nOn the twenty ninth, we automatically unsuspended your connection, so it was not actually successfully suspended. So if you are having an Internet problem with your Internet, could you provide me some error message while trying to connect you... Connect to your Wi Fi. Could you provide me, the error message that you're receiving whenever you connect to your Internet? Because on the same day, Saturday, I...\n\nWe inform you that we already restart your Internet. Do you have an access to your... Or any device that you can use so that we can try logging in to your router's credentials? Okay. Hold on.\n\nLet me check that. Let me see. Hold on. I'm so sorry to hear that, Adam, and I really know where you're coming from. Let me go ahead and check here your payment receipt.\n\nOkay? '29. 2026. Hold on. Let me see.\n\nPayment. Adam, the payment type for the last payment that you made was actually an electronic fan transfer, so we did not directly debited your account. But just to... Well, just... Yeah.\n\nIt was an electronic funds transfer, and it was not direct debit from your account. And, also, there's no saved payments or credit cards on your account, so it was... The payment was made through electronic funds transfer. Alright. If you...\n\nYes. The email that you received is an automated email once we receive the payment from our customer. So all of our customers receive one confirmation email about the payment. You can also access this payment receipt by logging in to your account wherein you can see... Where you can view the payment with the invoice number and the payment type.\n\nIt was actually electronic fan transfer. I can help you log in to your customer portal to review I really understand. Right now, I'm just giving you some information that I am seeing on the documents from your account. Well, I really understand that... About this the experience that you had.\n\nBut right now with the document, it says an EFT or refund transfer. And it was not a direct debit since there's no credit card or card added on your account for a direct payment. No. I mean, there's... Oh, do you have a card?\n\nI mean, saved on your account? Sure. Could you send me a screenshot? You can email that as well to me. Or you can also access our webs...\n\nIt's... Yeah. That's correct. @airtel.net.au. I can also...\n\nYeah. Sure. I can also send you the invoice so that you can have it on your end without logging in to your customer portal. And that's... And that...\n\nOh, I... Yeah. But if you will log in to your customer portal, you'll be able to see the payment method. But have you sent to me the, screenshot of your, card saved on your account? Okay.\n\nHold on. Alright. I'll wait for your email. Just give me one second. Because k.\n\nHaven't received it yet. One moment, please. You know, I'm just... I I just wanna verify everything, making sure our system and your end is calibrated and all green. Okay?\n\nJust waiting for it. Hold on. I haven't received it yet. While waiting for the email, could you also send it using our website? It's airtel.net.au.\n\nAnd then you should be seeing a chatbot on the lower right corner. You just have to click that, and I'll be able to see that on my end as well. Have you sent it yet, Ada? Okay. Hold on.\n\nLet me see. Alright. This is a transaction. How about the card being saved on your account, on your Airtel account? Because on our end, we're not seeing a direct debit or any saved credit card or bank account on your account.\n\nSo we wouldn't Alright. So as I am seeing on your log... On your portal, it was sent via electronic fan transfer. So... Let me hold on.\n\nLet me go back to the website and see. This seems to be a notification. Have you gone to your credit card transaction? Well, it depends how your bank will... Well, if you really didn't do the the payment, Adam, we really understand if you'd like to dispute it on your issuing bank.\n\nIt's all fine. However... But still, we will still acknowledge your payment plan with us. If you really need the payment that was just credited in your account, you may also want to contact your issuing bank and... For further assistance.\n\nBut rest assured that we will still acknowledge your payment plan with us. We have on the thirtieth that we send you an email that has been already noted on your account, so there's nothing to worry about us. We'll still acknowledge your payment plan. Yeah. As I am seeing on the document, it it was an electronic fan transfer.\n\nBut, again, I really take your word if you not remembering transferring any funds to us, it's fine. If you re... If you need these funds, it's okay. You can contact your issuing bank. Hold on.\n\nLet me check here. Okay. Let me just check here further, Adam. So I'll be putting you on hold for a minute to return and go back to you. Okay?\n\nHello, Adam? Yes. Thank you. Hello, Adan. Thank you so much for holding.\n\nYes. So checking again in your account, again, what I'm seeing is actually an electronic direct debit, the payment method that will show is... Would be like a direct debit. And this let me review your recent document. Hold on.\n\nLet me review your previous documents on our end. Okay? Hold on. Mhmm. Yeah.\n\nYeah. Okay. Well, I will look into that because I just wanna make sure that we are... You know, we've already completed this issue regarding your payments because I know, from what you shared, having a financial hardship, I also wanna help you with your concern about the payments. But, right after this, we'll go ahead and go through with your Internet connection.\n\nOkay? If that will be fine. Okay. Seeing your... Or checking your previous transaction with us, on the month of July, June, May, these were all direct debit.\n\nHowever, only the Yes. Correct. Yeah. Invoice for the August, which was paid August 30, was an electronic fund transfer and not a direct debit. And right now, I'm seeing...\n\nI'm checking your account, and there's no, saved card. So it could have been that the card is currently added on your account as an automatic payment. But right now, I'm not seeing any save card. So previously, it could... Mhmm.\n\nI know. Mhmm. Let me. Is there any way that you can go to the main transactions from your card? Okay.\n\nI'll... Yes. You still have the document from the month of July. I just wanna compare it and annotate that and investigate further on my end, then we can move forward to your Internet. For July, the payment was made July 8.\n\nI'll save these two pictures. Yeah. Or July. July 19. Hold on.\n\nLet me check again your... I'm sorry. I was looking for a different customer, Holden. Let me go back again to your account because I was looking earlier with a different customer. Let me exit all the files.\n\nHold on. I'm sorry. So hold on. July 19. Yes.\n\nIt's an EFT as well. I'm sorry. For the month of July 19, it was EFT as well. On your Airtel profile, can you send me a screenshot on the payment that was made July 19? Because I'm seeing here on your portal, it's also an EFT.\n\nSo that we'll be able to document everything, Adam. I take every word of... You have. I just need some photo for documentation so that we look into this further. Okay?\n\nYou can also send it to our website, and I'll make sure to save it. Yes. Because going through the previous month as well, it's also showing EFT. No direct debit. Let me know once you send it so that I can review it.\n\nLet me just save this as well. Have you sent it yet? Let me check it. So this is for July nineteen four ninety nine four ninety 5. Do you have some other photo or a receipt or a screenshot that says direct debit?\n\nAlright. Can... If I may ask, how were you able to log in to your Airtel account? Because you mentioned earlier that this is from your card. So I would also like you to log in to your customer portal to also see your documents when you are making a payment.\n\nOn your customer portal, you'll be able to see everything from your invoice, recurring invoices, and the payments that you made. Are you now logged in to your customer portal? Yes. It's all EFT. I mean, earlier, I was looking for...\n\nThat was my mistake. I was looking for a different customer. That's why we had in different date from July. Yours was July 19. Mine was different, so I went back to your account and found the July 19 transaction, which is the EFT.\n\nFor June 25, you will be able to see your June 25 transaction from your credit card. And on your portal, it'll be showing as an ESG payment type. Yeah. On the same website, airtel.net.au, you you just have to log in. Uh-huh.\n\nAre you now logged in to your portal? Just making sure that you're logged in. You are supposed to be seeing your name on your upper right corner of the screen. Are you seeing it? Upper right corner of your screen, of your phone.\n\nIt should... Your name should appear. So if that's the case, then you're not yet logged in to your customer portal, Adam. Please click my account. Yeah.\n\nThis is Airtel. And that's for an invoice for September 1. Can you click on the show all financial documents? Mhmm. And then after clicking it, what does it show?\n\nAre you see... Okay. Can you click any of the date from July 19, which is your payment, to see the payment type that was used to pay for the invoice? Okay. You should...\n\nOn the date of August 30, you will see, after the check icon, that square icon with a small arrow pointing on the upper right direction, you can click that. That's where you can see the payment type that was made during... I mean, paying the the invoice. Were you able to click this where I can with arrow? On...\n\nOnce you click that, you should be seeing... Let me go back to my end. View the payment with the invoice number, the payment type, the sum that you paid with the receipt number, and the payment date. Okay. Alright.\n\nLet's go back to the screenshot that you sent to me earlier from your portal, the dashboard. I told you earlier to click on the show all financial documents, and then you found the date for August thirtieth payment. Alright. Are you on the were you able... Were you already clicked the square icon with the arrow?\n\nSure. Okay. Let me see. And can you tell me what happened when you click on the payment, the green one with dated August 30? It must show a drop down information with further details.\n\nWhat information are you seeing when you click this... Yeah. So this is the payment that Yeah. So EFT shows when you... When...\n\nDo you normally call us to pay the... To make the payment? Okay. So I'll take note of every screenshots and photos that you've sent. Sure.\n\nIt shows a recurring invoice. How about clicking the... Yeah. It's paid. But if you will gonna...\n\nYou were able to click earlier the payment section with the AST information. It has been paid yet because it was it was paid August 30. And when you click the payment no. No. I'm not.\n\nI'm just giving you The one... I mean, the black one is your invoice, the recurring invoice, and then the green one on top of it is the payment transaction. So that's why you're seeing a same date because one is for the recurring invoice and one is for the payment. Yes. It is already paid, but the payment information or the transaction is located in the payment section, which is the green one on top of it, August 30.\n\nAnd then you... The recurring invoice that you're receiving on the top part, which is dated September 1, that's your invoice for September one to thirtieth. If you'll be making a payment this September, you'll be seeing another payment section at the top of the recurring invoice. So this is... There's going to be...\n\nAlright. So for this one, Adam, I know that you mentioned beforehand that Mhmm. I really under Yes. I really understand where you're coming from, Aidan. The payment that was made August 30 was AST.\n\nAnd since you mentioned earlier that you're having a financial hardship, you can. You're welcome to contact your issuing bank dispute the charges. But it depends on your issuing bank, the process disputing the charges work. I will also take note of your account and regarding what happened. And then once I've already added it, check on those, we'll go move forward to your Internet connection.\n\nOkay? Alright. I successfully documented everything on my end, Aram. Saved all the photo that you sent and regarding with the electronic fan transfer. So this is going to be a fund to your account transferring to for making the payment.\n\nAnd now we'll move forward with your Internet connection. Can you tell me what error message you're receiving every time you are trying to connect with your Internet? Okay. Can you tell me the status? Mhmm.\n\nBut are you seeing a stabilized light or a flashing green light on your router? And you mentioned earlier about calling yesterday. Right? Did you call yesterday regarding the same concern with your Internet? And after the call yesterday, the Internet is not yet restart.\n\nRight? Okay. If I may ask troubleshooting instead because we might gonna have to troubleshoot again. And then if there's still a problem, we will need to file a ticket for this. Alright.\n\nHold on. Can you tell me the status of the color green on your router? Is it solid? Oh, any other color? It's only flashing red and there's no green color.\n\nCorrect? Okay. We will need to troubleshoot, so it will need some time. We have to make sure that physical connections are properly connected. Mhmm.\n\nHold on. Let me check here. Because I checked on our end, your account is active. There's no outage as well with from the network. So we just need to troubleshoot with the router.\n\nOkay. So you mentioned earlier that the physical connections are fine. Flashing red is showing on your end. Any other color that you're saying or indicator like? No, please.\n\nBecause that might restart with... I mean, default. No. We add... We advise customers not to restart the the router because it might I'm sorry, Adam.\n\nThere... No. But since we already have here the details. Right now, yes. Can we continue now, Ed?\n\nI'm sorry. This will take time. I I might need to ask you some photo before we finish. Hello, Adam? Yeah.\n\nCould you send me a photo showing the NTD or the connected ports or cables and lights? I'll leave you some information so that we can file a ticket afterwards. So it'll be turned on now again. Okay. Any changes with the indicator lights?\n\nHold on. It's 1921681 1. 19216811. Okay. So please make sure your device is connected to the router's Wi Fi network.\n\nAlright? And is it not loading? Because you can still access the router settings even though there's no Internet connection yet. Alright. So if that's the case, then we will need to file a ticket for this one.\n\nAdam mentioned that you have already reached out yesterday. However, after the twenty minute unplugging and unplugging it again, it's still the same. We will have to file a ticket, and I need some photos from you to attach from the ticket that I will file. Okay? Alright.\n\nSo right now, I will ask you to send me the picture of your cable connections from your NTD to the router. We normally use those combination of numbers for the router's IP address. Let me see. Hold on. It's one two four zero zero zero zero zero.\n\nNo. There's no four, but four number zeros. 0000 four six three at airtel dot net dot a u. And the password, let me check. It's sorry?\n\nWe can try the password that I will have to offer for you. It's UppercaseLetterA IR 1230 463. Are you in? And we just want to make sure that you have the correct PPPoE logins. If you can go to the Internet settings on your router settings.\n\nUh-huh. So the logins were accepted. However, upon clicking submit or log in, it showed you that screen. Correct? K.\n\nSo for this one, Adam, we'll need... Please also send me a screenshot for that so that everything is collated on my end when I file the ticket. Again, I would also ask for the physical cable connections from your NTD to the router. And... Okay.\n\nJust a few reminder, Adam, the mobile data should be turned off when you try to log... Access the router's address. Okay. Alright. I just wanna make sure that the credentials for the PTPOE logins are correct.\n\nCan we go back to your realtor's settings on your phone where you access the realtor's address? Yeah. But you're able to access this... To access that. Correct?\n\nAnd... Okay. So Uh-huh. Were you able to log in to the admin... Okay.\n\nOkay. Can you, right, can you go to the Internet settings, please? When you go to the Internet settings, look for... Hold on. It should...\n\nIn your Internet settings, the connection type. Are you seeing a connection type? I'm sorry? Is it still possible for you to go through the Internet settings? Alright.\n\nOn your... On the connection type, you should be changing the connection. The connection type must be labeled as Yes. Enter the... Yeah.\n\nAnd you've already entered the username that I provided to you and also the PPOE password? Alright. So if that's the case, then we've already progressed with the PPPoE settings. I will need to file a ticket for this one, Adam. So I will be needing you to send me some photos so that we can attach it one...\n\nTo file a ticket. Yes. So I will need to file a ticket and have it sent to the network. I do apologize for any inconvenience that may... This Yeah.\n\nBecause I I will need those photo or details on my end when I file a ticket. Complete information, miss Lee. Yes. For this one, Adam, we'll be sending this request to the network so that you can be connected to your Internet right away. We've already checked on your settings...\n\nI mean, router settings, and you are already logged in. And the next step now is to contact the network and have it investigated on their end. We'll have to wait for their response when we file a ticket today. Please give them maximum forty eight hours, and then we we we will back... Yeah.\n\nWe'll back... We'll be back to you on Monday to give you any update regarding with your Internet connection. Yeah. To make this sorted out, I know time is running. For me to fill a ticket as soon as possible before we end this call, I will need those photos from you, Adam.\n\nI'm sorry. We normally don't send a technician, but, filing a ticket to the network. I only have some... I I only need some... One, two, three photos, for me to file the ticket.\n\nSo that's including the label on the back of your router, the NTD network connection from your router showing the cables are properly connected, and also the indicator lights. So that's the only photo that I need from you for me to be able to sell a ticket to get this sorted and fixed for you on the network end. Yeah. No worries. Our network will...\n\nOnce we have an answer from the network, we'll get in touch with you as well. For that one, I can also add that on my annotations when I file a ticket. If you will provide me a specific date or time when you experience the same scenario so that they can also look into their end as well. Sorry. What's the number again?\n\nHold on. Yes. Hold on. Yes. I'm still here.\n\nHold on. That's 0430403766044. And what... And where did you get this number? Were you able to enter your password?\n\nMhmm. I'm so sorry for that, Adam. I actually relay on the documents or on your account that I have a... An access with. Well, Adam, I really agree...\n\nI mean, I really understand where you're coming from. So I just had a limited access in your... On the system, so I had to exhaust. No worries. I'll take note of that and making sure that I'll be able to have an access maximizing each and every one of the customer's account?\n\nI'm sorry? Sure. I'll talk with our accounting department and also regarding what happened with your EFT concern earlier. We're just making sure you're now connected with your Internet. Alright.\n\nAnything else I can help you with? Alright. Thank you so much for your patience and time, Adam.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":1.04,"end":2.3999999,"sentiment":"positive","sentiment_score":0.5409358859062194},{"text":"My name is Mary.","start":2.3999999,"end":3.28,"sentiment":"positive","sentiment_score":0.5145544335246086},{"text":"May I have your name, please?","start":3.28,"end":4.5,"sentiment":"neutral","sentiment_score":0.3099374274412791},{"text":"Hello.","start":12.794999,"end":13.115,"sentiment":"neutral","sentiment_score":0.004285633563995361},{"text":"May I have your name, please?","start":13.115,"end":14.414999,"sentiment":"neutral","sentiment_score":0.03282992293437322}],"sentiment":"neutral","sentiment_score":0.3101721317930655,"num_words":22,"start":1.04,"end":14.414999},{"sentences":[{"text":"Hi, Adam.","start":16.955,"end":17.595,"sentiment":"neutral","sentiment_score":0.0640484094619751},{"text":"How are you doing?","start":17.595,"end":18.395,"sentiment":"neutral","sentiment_score":0.11433661915361881},{"text":"I tried calling you earlier, but was routed to voice mail.","start":18.395,"end":21.355,"sentiment":"neutral","sentiment_score":-0.09929344599897211},{"text":"And right now, I'm just drafting an email for reply.","start":21.355,"end":24.794998,"sentiment":"neutral","sentiment_score":-0.05749107375741005},{"text":"And thank you so much for reaching us.","start":24.794998,"end":26.895,"sentiment":"positive","sentiment_score":0.46369216963648796}],"sentiment":"neutral","sentiment_score":0.07508120025907244,"num_words":35,"start":16.955,"end":26.895},{"sentences":[{"text":"Yeah.","start":27.9,"end":28.140001,"sentiment":"neutral","sentiment_score":-0.028089992702007297},{"text":"Regarding your email, I can see here that you are...","start":28.140001,"end":33.36,"sentiment":"neutral","sentiment_score":-0.1415410779416561},{"text":"I mean, the network is not working.","start":33.98,"end":36.32,"sentiment":"negative","sentiment_score":-0.4216994685786111},{"text":"Is that correct?","start":36.78,"end":37.68,"sentiment":"neutral","sentiment_score":-0.11954709390799205},{"text":"Mhmm.","start":40.06,"end":40.38,"sentiment":"neutral","sentiment_score":-0.05602602660655975}],"sentiment":"neutral","sentiment_score":-0.21863928911360828,"num_words":22,"start":27.9,"end":40.38},{"sentences":[{"text":"Because because here's what happened, Adam.","start":40.38,"end":52.685,"sentiment":"neutral","sentiment_score":-0.15423718467354774},{"text":"On...","start":52.745003,"end":53.245003,"sentiment":"neutral","sentiment_score":-0.0466485470533371},{"text":"Let me go back to our email.","start":53.705,"end":55.705,"sentiment":"neutral","sentiment_score":-0.06230316098247256},{"text":"On the twenty ninth, we...","start":55.705,"end":58.969997,"sentiment":"neutral","sentiment_score":-0.036352334544062614},{"text":"Or hold on.","start":60.23,"end":61.37,"sentiment":"neutral","sentiment_score":-0.060582498709360756}],"sentiment":"neutral","sentiment_score":-0.08053195231001485,"num_words":22,"start":40.38,"end":61.37},{"sentences":[{"text":"On the twenty ninth, we automatically unsuspended your connection, so it was not actually successfully suspended.","start":68.39,"end":77.205,"sentiment":"neutral","sentiment_score":-0.13187751593068242},{"text":"So if you are having an Internet problem with your Internet, could you provide me some error message while trying to connect you...","start":78.065,"end":88.085,"sentiment":"neutral","sentiment_score":-0.16927852708360422},{"text":"Connect to your Wi Fi.","start":88.41,"end":89.630005,"sentiment":"neutral","sentiment_score":-0.06371648833155633},{"text":"Could you provide me, the error message that you're receiving whenever you connect to your Internet?","start":94.89001,"end":100.11,"sentiment":"neutral","sentiment_score":-0.08335373527370393},{"text":"Because on the same day, Saturday, I...","start":114.6,"end":117.42,"sentiment":"neutral","sentiment_score":-0.12012654223612376}],"sentiment":"neutral","sentiment_score":-0.12681454297766756,"num_words":67,"start":68.39,"end":117.42},{"sentences":[{"text":"We inform you that we already restart your Internet.","start":117.479996,"end":120.46,"sentiment":"neutral","sentiment_score":-0.1038273423910141},{"text":"Do you have an access to your...","start":121.0,"end":122.7,"sentiment":"neutral","sentiment_score":-0.04512227539505277},{"text":"Or any device that you can use so that we can try logging in to your router's credentials?","start":122.76,"end":129.24501,"sentiment":"neutral","sentiment_score":-0.06777485439346896},{"text":"Okay.","start":141.73,"end":142.23,"sentiment":"neutral","sentiment_score":-0.27830058336257935},{"text":"Hold on.","start":175.05,"end":175.53,"sentiment":"neutral","sentiment_score":-0.11746066063642502}],"sentiment":"neutral","sentiment_score":-0.08063435927033424,"num_words":37,"start":117.479996,"end":175.53},{"sentences":[{"text":"Let me check that.","start":175.53,"end":176.91,"sentiment":"neutral","sentiment_score":-0.07465415447950363},{"text":"Let me see.","start":183.29,"end":192.845,"sentiment":"neutral","sentiment_score":-0.0033929659985005856},{"text":"Hold on.","start":192.845,"end":193.665,"sentiment":"neutral","sentiment_score":-0.044112853705883026},{"text":"I'm so sorry to hear that, Adam, and I really know where you're coming from.","start":205.88,"end":210.6,"sentiment":"negative","sentiment_score":-0.5173093676567078},{"text":"Let me go ahead and check here your payment receipt.","start":210.6,"end":213.16,"sentiment":"neutral","sentiment_score":-0.04805403798818588}],"sentiment":"neutral","sentiment_score":-0.2540353564134635,"num_words":34,"start":175.53,"end":213.16},{"sentences":[{"text":"Okay?","start":213.16,"end":213.66,"sentiment":"neutral","sentiment_score":-0.04083166643977165},{"text":"'29.","start":261.72,"end":266.46,"sentiment":"neutral","sentiment_score":-0.0170016810297966},{"text":"2026.","start":272.36,"end":281.875,"sentiment":"neutral","sentiment_score":-0.011494960635900496},{"text":"Hold on.","start":317.86,"end":318.66,"sentiment":"neutral","sentiment_score":-0.022703462280333042},{"text":"Let me see.","start":318.66,"end":319.56,"sentiment":"neutral","sentiment_score":-0.021527576570709545}],"sentiment":"neutral","sentiment_score":-0.022414745297282934,"num_words":8,"start":213.16,"end":319.56},{"sentences":[{"text":"Payment.","start":341.89,"end":342.39,"sentiment":"neutral","sentiment_score":-0.035576049238443375},{"text":"Adam, the payment type for the last payment that you made was actually an electronic fan transfer, so we did not directly debited your account.","start":354.37,"end":366.065,"sentiment":"neutral","sentiment_score":-0.11798944815993309},{"text":"But just to...","start":367.085,"end":369.405,"sentiment":"neutral","sentiment_score":-0.07023366789023082},{"text":"Well, just...","start":369.405,"end":370.225,"sentiment":"neutral","sentiment_score":-0.07748592644929886},{"text":"Yeah.","start":370.285,"end":370.605,"sentiment":"neutral","sentiment_score":-0.11681974679231644}],"sentiment":"neutral","sentiment_score":-0.10836890176869929,"num_words":32,"start":341.89,"end":370.605},{"sentences":[{"text":"It was an electronic funds transfer, and it was not direct debit from your account.","start":370.605,"end":376.07,"sentiment":"neutral","sentiment_score":-0.2286603977282842},{"text":"And, also, there's no saved payments or credit cards on your account, so it was...","start":376.07,"end":380.31,"sentiment":"neutral","sentiment_score":-0.24141943852106731},{"text":"The payment was made through electronic funds transfer.","start":380.31,"end":382.97,"sentiment":"neutral","sentiment_score":-0.18388113752007484},{"text":"Alright.","start":386.965,"end":387.365,"sentiment":"neutral","sentiment_score":-0.0259929783642292},{"text":"If you...","start":387.365,"end":388.185,"sentiment":"neutral","sentiment_score":-0.01956366840749979}],"sentiment":"neutral","sentiment_score":-0.20944797461170975,"num_words":41,"start":370.605,"end":388.185},{"sentences":[{"text":"Yes.","start":406.85,"end":407.35,"sentiment":"neutral","sentiment_score":0.17848654091358185},{"text":"The email that you received is an automated email once we receive the payment from our customer.","start":407.73,"end":413.915,"sentiment":"neutral","sentiment_score":0.18292736305909998},{"text":"So all of our customers receive one confirmation email about the payment.","start":413.975,"end":418.395,"sentiment":"neutral","sentiment_score":0.23771836111942926},{"text":"You can also access this payment receipt by logging in to your account wherein you can see...","start":418.615,"end":424.555,"sentiment":"neutral","sentiment_score":0.0954649603980429},{"text":"Where you can view the payment with the invoice number and the payment type.","start":425.255,"end":429.63998,"sentiment":"neutral","sentiment_score":0.06671748948948723}],"sentiment":"neutral","sentiment_score":0.14258723321263908,"num_words":61,"start":406.85,"end":429.63998},{"sentences":[{"text":"It was actually electronic fan transfer.","start":434.82,"end":437.22,"sentiment":"neutral","sentiment_score":-0.03446319575111071},{"text":"I can help you log in to your customer portal to review I really understand.","start":437.22,"end":470.415,"sentiment":"neutral","sentiment_score":-0.017610463500022887},{"text":"Right now, I'm just giving you some information that I am seeing on the documents from your account.","start":470.71503,"end":476.73502,"sentiment":"neutral","sentiment_score":-0.05444643170469337},{"text":"Well, I really understand that...","start":476.95502,"end":478.73502,"sentiment":"neutral","sentiment_score":-0.06876554042100906},{"text":"About this the experience that you had.","start":480.23502,"end":483.46,"sentiment":"neutral","sentiment_score":-0.24233742696898325}],"sentiment":"neutral","sentiment_score":-0.06845414879567482,"num_words":51,"start":434.82,"end":483.46},{"sentences":[{"text":"But right now with the document, it says an EFT or refund transfer.","start":483.46,"end":488.36,"sentiment":"neutral","sentiment_score":-0.272642861192043},{"text":"And it was not a direct debit since there's no credit card or card added on your account for a direct payment.","start":490.1,"end":496.28,"sentiment":"neutral","sentiment_score":-0.21133662861856548},{"text":"No.","start":505.995,"end":506.315,"sentiment":"neutral","sentiment_score":-0.11932867765426636},{"text":"I mean, there's...","start":506.315,"end":507.215,"sentiment":"neutral","sentiment_score":-0.06582484642664592},{"text":"Oh, do you have a card?","start":508.075,"end":512.53,"sentiment":"neutral","sentiment_score":0.00539591923976938}],"sentiment":"neutral","sentiment_score":-0.18840423836890194,"num_words":45,"start":483.46,"end":512.53},{"sentences":[{"text":"I mean, saved on your account?","start":512.75,"end":514.53,"sentiment":"neutral","sentiment_score":0.012971654223899046},{"text":"Sure.","start":536.5,"end":537.0,"sentiment":"neutral","sentiment_score":0.09948735684156418},{"text":"Could you send me a screenshot?","start":537.14,"end":538.6,"sentiment":"neutral","sentiment_score":0.07525043934583664},{"text":"You can email that as well to me.","start":538.74,"end":541.24,"sentiment":"neutral","sentiment_score":0.06114676874130964},{"text":"Or you can also access our webs...","start":541.77997,"end":545.39996,"sentiment":"neutral","sentiment_score":0.011449775458978755}],"sentiment":"neutral","sentiment_score":0.04279080344297524,"num_words":28,"start":512.75,"end":545.39996},{"sentences":[{"text":"It's...","start":546.18,"end":546.68,"sentiment":"neutral","sentiment_score":0.0019018891034647825},{"text":"Yeah.","start":549.62,"end":549.94,"sentiment":"neutral","sentiment_score":0.02899460308253765},{"text":"That's correct.","start":549.94,"end":550.725,"sentiment":"neutral","sentiment_score":0.04654554836452007},{"text":"@airtel.net.au.","start":551.285,"end":553.785,"sentiment":"neutral","sentiment_score":-0.03181981295347214},{"text":"I can also...","start":596.39996,"end":597.3,"sentiment":"neutral","sentiment_score":-0.22157974044481912}],"sentiment":"neutral","sentiment_score":-0.07157143067161087,"num_words":8,"start":546.18,"end":597.3},{"sentences":[{"text":"Yeah.","start":598.56,"end":598.8,"sentiment":"neutral","sentiment_score":-0.0014577526599168775},{"text":"Sure.","start":598.8,"end":599.12,"sentiment":"neutral","sentiment_score":0.06482106447219849},{"text":"I can also send you the invoice so that you can have it on your end without logging in to your customer portal.","start":599.12,"end":610.005,"sentiment":"neutral","sentiment_score":0.1183149654256261},{"text":"And that's...","start":613.825,"end":614.645,"sentiment":"neutral","sentiment_score":0.02901778556406498},{"text":"And that...","start":615.665,"end":616.485,"sentiment":"neutral","sentiment_score":0.0020329090766608715}],"sentiment":"neutral","sentiment_score":0.09816237606493564,"num_words":29,"start":598.56,"end":616.485},{"sentences":[{"text":"Oh, I...","start":616.545,"end":617.605,"sentiment":"neutral","sentiment_score":0.003585216123610735},{"text":"Yeah.","start":618.625,"end":619.125,"sentiment":"neutral","sentiment_score":0.018995149061083794},{"text":"But if you will log in to your customer portal, you'll be able to see the payment method.","start":620.69995,"end":625.57996,"sentiment":"neutral","sentiment_score":0.03576145243520538},{"text":"But have you sent to me the, screenshot of your, card saved on your account?","start":625.57996,"end":632.16,"sentiment":"neutral","sentiment_score":0.02428178781022628},{"text":"Okay.","start":638.515,"end":638.835,"sentiment":"neutral","sentiment_score":0.018437445163726807}],"sentiment":"neutral","sentiment_score":0.0284469185799763,"num_words":37,"start":616.545,"end":638.835},{"sentences":[{"text":"Hold on.","start":638.835,"end":639.495,"sentiment":"neutral","sentiment_score":0.002513681538403034},{"text":"Alright.","start":640.59503,"end":641.075,"sentiment":"neutral","sentiment_score":0.04459972307085991},{"text":"I'll wait for your email.","start":641.075,"end":642.755,"sentiment":"neutral","sentiment_score":0.01592758148908615},{"text":"Just give me one second.","start":642.755,"end":644.055,"sentiment":"neutral","sentiment_score":-0.007529569044709206},{"text":"Because k.","start":645.79504,"end":650.46,"sentiment":"neutral","sentiment_score":-0.02239632047712803}],"sentiment":"neutral","sentiment_score":0.0031216338276863096,"num_words":15,"start":638.835,"end":650.46},{"sentences":[{"text":"Haven't received it yet.","start":650.46,"end":651.5,"sentiment":"neutral","sentiment_score":-0.07573536597192287},{"text":"One moment, please.","start":651.5,"end":652.64,"sentiment":"neutral","sentiment_score":-0.022049106657505035},{"text":"You know, I'm just...","start":654.22,"end":655.6,"sentiment":"neutral","sentiment_score":0.006461211014539003},{"text":"I I just wanna verify everything, making sure our system and your end is calibrated and all green.","start":655.9,"end":662.61505,"sentiment":"neutral","sentiment_score":0.06421918960081206},{"text":"Okay?","start":662.61505,"end":663.11505,"sentiment":"neutral","sentiment_score":0.060416221618652344}],"sentiment":"neutral","sentiment_score":0.029103923154373965,"num_words":30,"start":650.46,"end":663.11505},{"sentences":[{"text":"Just waiting for it.","start":663.335,"end":664.455,"sentiment":"neutral","sentiment_score":0.019043426029384136},{"text":"Hold on.","start":664.455,"end":665.11505,"sentiment":"neutral","sentiment_score":-0.003400870133191347},{"text":"I haven't received it yet.","start":673.17505,"end":675.17,"sentiment":"neutral","sentiment_score":-0.05662369132041931},{"text":"While waiting for the email, could you also send it using our website?","start":680.19,"end":683.97003,"sentiment":"neutral","sentiment_score":-0.013989716624984374},{"text":"It's airtel.net.au.","start":688.53503,"end":691.115,"sentiment":"neutral","sentiment_score":0.09472182765603065}],"sentiment":"neutral","sentiment_score":-0.00792958282937224,"num_words":26,"start":663.335,"end":691.115},{"sentences":[{"text":"And then you should be seeing a chatbot on the lower right corner.","start":694.935,"end":701.515,"sentiment":"neutral","sentiment_score":0.11547040710082421},{"text":"You just have to click that, and I'll be able to see that on my end as well.","start":701.76,"end":706.26,"sentiment":"neutral","sentiment_score":0.12500006332993507},{"text":"Have you sent it yet, Ada?","start":782.235,"end":784.015,"sentiment":"neutral","sentiment_score":0.044384279598792396},{"text":"Okay.","start":786.62,"end":786.94,"sentiment":"neutral","sentiment_score":0.06544166058301926},{"text":"Hold on.","start":786.94,"end":787.34,"sentiment":"neutral","sentiment_score":0.04252402298152447}],"sentiment":"neutral","sentiment_score":0.10419779540970922,"num_words":40,"start":694.935,"end":787.34},{"sentences":[{"text":"Let me see.","start":787.34,"end":788.16003,"sentiment":"neutral","sentiment_score":0.024784216036399204},{"text":"Alright.","start":793.58,"end":794.08,"sentiment":"neutral","sentiment_score":0.05996176227927208},{"text":"This is a transaction.","start":794.54004,"end":796.32,"sentiment":"neutral","sentiment_score":0.004922317340970039},{"text":"How about the card being saved on your account, on your Airtel account?","start":796.86005,"end":801.755,"sentiment":"neutral","sentiment_score":0.02585886576427863},{"text":"Because on our end, we're not seeing a direct debit or any saved credit card or bank account on your account.","start":801.755,"end":807.035,"sentiment":"negative","sentiment_score":-0.353613732116563}],"sentiment":"neutral","sentiment_score":-0.1651361771371393,"num_words":42,"start":787.34,"end":807.035},{"sentences":[{"text":"So we wouldn't Alright.","start":807.035,"end":821.91003,"sentiment":"neutral","sentiment_score":-0.33050476759672165},{"text":"So as I am seeing on your log...","start":821.91003,"end":824.65,"sentiment":"neutral","sentiment_score":-0.03774989186786115},{"text":"On your portal, it was sent via electronic fan transfer.","start":824.71,"end":838.19495,"sentiment":"neutral","sentiment_score":-0.04579160511493683},{"text":"So...","start":839.875,"end":840.375,"sentiment":"neutral","sentiment_score":-0.042152341455221176},{"text":"Let me hold on.","start":842.055,"end":843.355,"sentiment":"neutral","sentiment_score":-0.024184657726436853}],"sentiment":"neutral","sentiment_score":-0.08225278625333751,"num_words":27,"start":807.035,"end":843.355},{"sentences":[{"text":"Let me go back to the website and see.","start":843.83997,"end":847.86,"sentiment":"neutral","sentiment_score":-0.00648636215676864},{"text":"This seems to be a notification.","start":862.955,"end":864.895,"sentiment":"neutral","sentiment_score":-0.05777713594337305},{"text":"Have you gone to your credit card transaction?","start":865.835,"end":870.415,"sentiment":"neutral","sentiment_score":-0.061311200028285384},{"text":"Well, it depends how your bank will...","start":877.08,"end":880.22003,"sentiment":"neutral","sentiment_score":-0.06979065867406982},{"text":"Well, if you really didn't do the the payment, Adam, we really understand if you'd like to dispute it on your issuing bank.","start":881.0,"end":890.74506,"sentiment":"neutral","sentiment_score":-0.17627128343219342}],"sentiment":"neutral","sentiment_score":-0.1026095057538939,"num_words":53,"start":843.83997,"end":890.74506},{"sentences":[{"text":"It's all fine.","start":890.74506,"end":891.72504,"sentiment":"neutral","sentiment_score":0.08286274845401446},{"text":"However...","start":892.66504,"end":893.16504,"sentiment":"neutral","sentiment_score":-0.006938839331269264},{"text":"But still, we will still acknowledge your payment plan with us.","start":895.705,"end":899.4,"sentiment":"neutral","sentiment_score":0.1078867380591956},{"text":"If you really need the payment that was just credited in your account, you may also want to contact your issuing bank and...","start":899.48004,"end":906.7,"sentiment":"neutral","sentiment_score":0.04777500098166258},{"text":"For further assistance.","start":907.32,"end":908.30005,"sentiment":"neutral","sentiment_score":0.060980544735987983}],"sentiment":"neutral","sentiment_score":0.0661017117431251,"num_words":41,"start":890.74506,"end":908.30005},{"sentences":[{"text":"But rest assured that we will still acknowledge your payment plan with us.","start":909.32,"end":913.48004,"sentiment":"neutral","sentiment_score":0.2852897346019745},{"text":"We have on the thirtieth that we send you an email that has been already noted on your account, so there's nothing to worry about us.","start":913.48004,"end":921.84503,"sentiment":"neutral","sentiment_score":0.3125012826461058},{"text":"We'll still acknowledge your payment plan.","start":924.22504,"end":926.645,"sentiment":"positive","sentiment_score":0.335489643116792},{"text":"Yeah.","start":951.275,"end":951.775,"sentiment":"neutral","sentiment_score":-0.11568330228328703},{"text":"As I am seeing on the document, it it was an electronic fan transfer.","start":952.47504,"end":962.23,"sentiment":"neutral","sentiment_score":-0.12180036625691823}],"sentiment":"neutral","sentiment_score":0.20043082212408384,"num_words":60,"start":909.32,"end":962.23},{"sentences":[{"text":"But, again, I really take your word if you not remembering transferring any funds to us, it's fine.","start":962.77,"end":972.445,"sentiment":"neutral","sentiment_score":-0.15667040418419573},{"text":"If you re...","start":972.665,"end":973.305,"sentiment":"neutral","sentiment_score":-0.04622900734345118},{"text":"If you need these funds, it's okay.","start":973.305,"end":975.145,"sentiment":"neutral","sentiment_score":0.005418349589620318},{"text":"You can contact your issuing bank.","start":975.145,"end":977.005,"sentiment":"neutral","sentiment_score":0.019451262739797432},{"text":"Hold on.","start":1016.55,"end":1017.21,"sentiment":"neutral","sentiment_score":-0.03137598652392626}],"sentiment":"neutral","sentiment_score":-0.07963528463410006,"num_words":36,"start":962.77,"end":1017.21},{"sentences":[{"text":"Let me check here.","start":1018.07,"end":1019.35,"sentiment":"neutral","sentiment_score":-0.010308626107871532},{"text":"Okay.","start":1019.35,"end":1019.67,"sentiment":"neutral","sentiment_score":0.00480693019926548},{"text":"Let me just check here further, Adam.","start":1019.67,"end":1022.085,"sentiment":"neutral","sentiment_score":0.011615761422685214},{"text":"So I'll be putting you on hold for a minute to return and go back to you.","start":1022.085,"end":1024.5651,"sentiment":"neutral","sentiment_score":0.0020539890974760056},{"text":"Okay?","start":1024.5651,"end":1025.0651,"sentiment":"neutral","sentiment_score":0.012816907837986946}],"sentiment":"neutral","sentiment_score":0.003087249274055163,"num_words":30,"start":1018.07,"end":1025.0651},{"sentences":[{"text":"Hello, Adam?","start":1028.165,"end":1029.0651,"sentiment":"neutral","sentiment_score":0.03202198073267937},{"text":"Yes.","start":1030.725,"end":1031.125,"sentiment":"neutral","sentiment_score":0.13374003767967224},{"text":"Thank you.","start":1031.125,"end":1031.9451,"sentiment":"positive","sentiment_score":0.35354045033454895},{"text":"Hello, Adan.","start":1137.8049,"end":1138.765,"sentiment":"neutral","sentiment_score":0.22781066596508026},{"text":"Thank you so much for holding.","start":1138.765,"end":1140.065,"sentiment":"positive","sentiment_score":0.5077402144670486}],"sentiment":"positive","sentiment_score":0.3389944245035832,"num_words":13,"start":1028.165,"end":1140.065},{"sentences":[{"text":"Yes.","start":1142.0449,"end":1142.5449,"sentiment":"neutral","sentiment_score":0.04978062957525253},{"text":"So checking again in your account, again, what I'm seeing is actually an electronic direct debit, the payment method that will show is...","start":1142.765,"end":1156.32,"sentiment":"neutral","sentiment_score":0.002442276479838335},{"text":"Would be like a direct debit.","start":1156.3799,"end":1158.24,"sentiment":"neutral","sentiment_score":-0.04358122063179811},{"text":"And this let me review your recent document.","start":1159.82,"end":1171.625,"sentiment":"neutral","sentiment_score":-0.03142482182011008},{"text":"Hold on.","start":1172.165,"end":1172.985,"sentiment":"neutral","sentiment_score":-0.017431324813514948}],"sentiment":"neutral","sentiment_score":-0.011044888984179125,"num_words":40,"start":1142.0449,"end":1172.985},{"sentences":[{"text":"Let me review your previous documents on our end.","start":1201.1849,"end":1205.265,"sentiment":"neutral","sentiment_score":-0.03602186549041006},{"text":"Okay?","start":1205.265,"end":1205.745,"sentiment":"neutral","sentiment_score":-0.04177406802773475},{"text":"Hold on.","start":1205.745,"end":1206.485,"sentiment":"neutral","sentiment_score":-0.03877345472574234},{"text":"Mhmm.","start":1209.08,"end":1209.58,"sentiment":"negative","sentiment_score":-0.518282949924469},{"text":"Yeah.","start":1211.7999,"end":1212.2999,"sentiment":"neutral","sentiment_score":-0.3001630902290344}],"sentiment":"neutral","sentiment_score":-0.09014027193188667,"num_words":14,"start":1201.1849,"end":1212.2999},{"sentences":[{"text":"Yeah.","start":1213.5599,"end":1214.0599,"sentiment":"neutral","sentiment_score":-0.14880412817001343},{"text":"Okay.","start":1214.76,"end":1215.24,"sentiment":"neutral","sentiment_score":-0.07791999727487564},{"text":"Well, I will look into that because I just wanna make sure that we are...","start":1215.24,"end":1219.58,"sentiment":"neutral","sentiment_score":0.003210808957616488},{"text":"You know, we've already completed this issue regarding your payments because I know, from what you shared, having a financial hardship, I also wanna help you with your concern about the payments.","start":1219.88,"end":1232.045,"sentiment":"neutral","sentiment_score":-0.04336034564767033},{"text":"But, right after this, we'll go ahead and go through with your Internet connection.","start":1232.045,"end":1237.27,"sentiment":"neutral","sentiment_score":0.027594959629433497}],"sentiment":"neutral","sentiment_score":-0.01872640661895275,"num_words":63,"start":1213.5599,"end":1237.27},{"sentences":[{"text":"Okay?","start":1237.33,"end":1237.83,"sentiment":"neutral","sentiment_score":0.11345776915550232},{"text":"If that will be fine.","start":1238.45,"end":1239.75,"sentiment":"neutral","sentiment_score":0.15379312485456467},{"text":"Okay.","start":1342.675,"end":1343.175,"sentiment":"neutral","sentiment_score":0.026573874056339264},{"text":"Seeing your...","start":1343.3151,"end":1344.4551,"sentiment":"neutral","sentiment_score":-0.0108408248052001},{"text":"Or checking your previous transaction with us, on the month of July, June, May, these were all direct debit.","start":1344.515,"end":1355.63,"sentiment":"neutral","sentiment_score":-0.038306799178060735}],"sentiment":"neutral","sentiment_score":0.005695944053253957,"num_words":28,"start":1237.33,"end":1355.63},{"sentences":[{"text":"However, only the Yes.","start":1356.01,"end":1358.25,"sentiment":"neutral","sentiment_score":-0.01760758087038994},{"text":"Correct.","start":1358.25,"end":1358.75,"sentiment":"neutral","sentiment_score":0.03963644802570343},{"text":"Yeah.","start":1358.89,"end":1359.39,"sentiment":"neutral","sentiment_score":-0.020369183272123337},{"text":"Invoice for the August, which was paid August 30, was an electronic fund transfer and not a direct debit.","start":1360.01,"end":1367.4049,"sentiment":"neutral","sentiment_score":-0.10624736449436138},{"text":"And right now, I'm seeing...","start":1367.4049,"end":1368.705,"sentiment":"neutral","sentiment_score":-0.19656348526477813}],"sentiment":"neutral","sentiment_score":-0.10175601368149122,"num_words":30,"start":1356.01,"end":1368.705},{"sentences":[{"text":"I'm checking your account, and there's no, saved card.","start":1369.085,"end":1373.585,"sentiment":"neutral","sentiment_score":-0.2619899759689967},{"text":"So it could have been that the card is currently added on your account as an automatic payment.","start":1384.75,"end":1391.9501,"sentiment":"neutral","sentiment_score":-0.15555682654182115},{"text":"But right now, I'm not seeing any save card.","start":1391.9501,"end":1395.01,"sentiment":"neutral","sentiment_score":-0.22883144352171156},{"text":"So previously, it could...","start":1395.135,"end":1397.075,"sentiment":"neutral","sentiment_score":-0.08676224388182163},{"text":"Mhmm.","start":1408.6901,"end":1409.1901,"sentiment":"neutral","sentiment_score":-0.2372523248195648}],"sentiment":"neutral","sentiment_score":-0.19028577935404895,"num_words":41,"start":1369.085,"end":1409.1901},{"sentences":[{"text":"I know.","start":1409.65,"end":1410.39,"sentiment":"neutral","sentiment_score":-0.20843470841646194},{"text":"Mhmm.","start":1433.305,"end":1433.805,"sentiment":"neutral","sentiment_score":-0.06575283408164978},{"text":"Let me.","start":1434.665,"end":1435.405,"sentiment":"neutral","sentiment_score":-0.04383601248264313},{"text":"Is there any way that you can go to the main transactions from your card?","start":1438.86,"end":1443.6799,"sentiment":"neutral","sentiment_score":-0.0345468374590079},{"text":"Okay.","start":1449.26,"end":1449.76,"sentiment":"neutral","sentiment_score":-0.07157063484191895}],"sentiment":"neutral","sentiment_score":-0.05524130821937606,"num_words":21,"start":1409.65,"end":1449.76},{"sentences":[{"text":"I'll...","start":1449.82,"end":1450.32,"sentiment":"neutral","sentiment_score":-0.00939476117491722},{"text":"Yes.","start":1451.4199,"end":1451.835,"sentiment":"neutral","sentiment_score":0.009853556752204897},{"text":"You still have the document from the month of July.","start":1462.075,"end":1466.5599,"sentiment":"neutral","sentiment_score":0.29230206161737443},{"text":"I just wanna compare it and annotate that and investigate further on my end, then we can move forward to your Internet.","start":1467.1799,"end":1474.16,"sentiment":"neutral","sentiment_score":0.31319366801868787},{"text":"For July, the payment was made July 8.","start":1477.82,"end":1481.085,"sentiment":"neutral","sentiment_score":0.05949976574629545}],"sentiment":"neutral","sentiment_score":0.24499376747934593,"num_words":42,"start":1449.82,"end":1481.085},{"sentences":[{"text":"I'll save these two pictures.","start":1484.845,"end":1486.705,"sentiment":"neutral","sentiment_score":0.11480978578329086},{"text":"Yeah.","start":1488.0449,"end":1488.5449,"sentiment":"neutral","sentiment_score":0.003205353394150734},{"text":"Or July.","start":1488.6849,"end":1490.145,"sentiment":"neutral","sentiment_score":-0.050863828510046005},{"text":"July 19.","start":1493.645,"end":1494.5449,"sentiment":"neutral","sentiment_score":-0.010670921299606562},{"text":"Hold on.","start":1499.65,"end":1500.4701,"sentiment":"neutral","sentiment_score":-0.029956595972180367}],"sentiment":"neutral","sentiment_score":0.032855965895578265,"num_words":12,"start":1484.845,"end":1500.4701},{"sentences":[{"text":"Let me check again your...","start":1502.4501,"end":1504.4501,"sentiment":"neutral","sentiment_score":-0.03862560912966728},{"text":"I'm sorry.","start":1504.4501,"end":1504.85,"sentiment":"neutral","sentiment_score":-0.1244693398475647},{"text":"I was looking for a different customer, Holden.","start":1504.85,"end":1507.11,"sentiment":"neutral","sentiment_score":-0.1116918446496129},{"text":"Let me go back again to your account because I was looking earlier with a different customer.","start":1514.335,"end":1523.79,"sentiment":"neutral","sentiment_score":-0.07175901313038434},{"text":"Let me exit all the files.","start":1523.79,"end":1525.81,"sentiment":"neutral","sentiment_score":-0.05257781967520714}],"sentiment":"neutral","sentiment_score":-0.07555188483705647,"num_words":38,"start":1502.4501,"end":1525.81},{"sentences":[{"text":"Hold on.","start":1525.87,"end":1526.61,"sentiment":"neutral","sentiment_score":-0.036387281492352486},{"text":"I'm sorry.","start":1527.79,"end":1528.37,"sentiment":"neutral","sentiment_score":-0.0985841155052185},{"text":"So hold on.","start":1541.5651,"end":1542.785,"sentiment":"neutral","sentiment_score":-0.03088500474890073},{"text":"July 19.","start":1543.165,"end":1544.125,"sentiment":"neutral","sentiment_score":-0.0011016754433512688},{"text":"Yes.","start":1544.125,"end":1544.625,"sentiment":"neutral","sentiment_score":0.018933869898319244}],"sentiment":"neutral","sentiment_score":-0.034586728923022746,"num_words":10,"start":1525.87,"end":1544.625},{"sentences":[{"text":"It's an EFT as well.","start":1545.645,"end":1547.28,"sentiment":"neutral","sentiment_score":0.014869124814867973},{"text":"I'm sorry.","start":1547.28,"end":1547.76,"sentiment":"neutral","sentiment_score":-0.06915874779224396},{"text":"For the month of July 19, it was EFT as well.","start":1547.76,"end":1551.06,"sentiment":"neutral","sentiment_score":-0.027659619735045868},{"text":"On your Airtel profile, can you send me a screenshot on the payment that was made July 19?","start":1566.6849,"end":1574.205,"sentiment":"neutral","sentiment_score":0.029641592150761023},{"text":"Because I'm seeing here on your portal, it's also an EFT.","start":1574.205,"end":1578.5299,"sentiment":"neutral","sentiment_score":0.040164992890574715}],"sentiment":"neutral","sentiment_score":0.012917784934348248,"num_words":47,"start":1545.645,"end":1578.5299},{"sentences":[{"text":"So that we'll be able to document everything, Adam.","start":1579.23,"end":1582.35,"sentiment":"neutral","sentiment_score":0.08898267998463577},{"text":"I take every word of...","start":1582.35,"end":1584.21,"sentiment":"neutral","sentiment_score":-0.006457077711820603},{"text":"You have.","start":1585.3099,"end":1585.97,"sentiment":"neutral","sentiment_score":-0.0249714944511652},{"text":"I just need some photo for documentation so that we look into this further.","start":1586.2699,"end":1590.0299,"sentiment":"neutral","sentiment_score":-0.013321035674640111},{"text":"Okay?","start":1590.0299,"end":1590.5299,"sentiment":"neutral","sentiment_score":0.04459720849990845}],"sentiment":"neutral","sentiment_score":0.018603821014685017,"num_words":31,"start":1579.23,"end":1590.5299},{"sentences":[{"text":"You can also send it to our website, and I'll make sure to save it.","start":1594.615,"end":1599.595,"sentiment":"neutral","sentiment_score":0.06800784096121788},{"text":"Yes.","start":1612.58,"end":1613.08,"sentiment":"neutral","sentiment_score":0.056104518473148346},{"text":"Because going through the previous month as well, it's also showing EFT.","start":1613.54,"end":1619.24,"sentiment":"neutral","sentiment_score":0.017599133037341137},{"text":"No direct debit.","start":1620.0449,"end":1621.2649,"sentiment":"neutral","sentiment_score":-0.15078183511892954},{"text":"Let me know once you send it so that I can review it.","start":1625.565,"end":1628.945,"sentiment":"neutral","sentiment_score":0.04833570724496475}],"sentiment":"neutral","sentiment_score":0.03325978223107417,"num_words":44,"start":1594.615,"end":1628.945},{"sentences":[{"text":"Let me just save this as well.","start":1629.4049,"end":1631.2649,"sentiment":"neutral","sentiment_score":0.10120707856757301},{"text":"Have you sent it yet?","start":1657.7151,"end":1659.015,"sentiment":"neutral","sentiment_score":0.018652664870023726},{"text":"Let me check it.","start":1676.495,"end":1683.295,"sentiment":"neutral","sentiment_score":-0.023274226114153862},{"text":"So this is for July nineteen four ninety nine four ninety 5.","start":1684.895,"end":1697.38,"sentiment":"neutral","sentiment_score":-0.013873235244924823},{"text":"Do you have some other photo or a receipt or a screenshot that says direct debit?","start":1717.565,"end":1722.74,"sentiment":"neutral","sentiment_score":-0.0007119115325622261}],"sentiment":"neutral","sentiment_score":0.012062421872873198,"num_words":44,"start":1629.4049,"end":1722.74},{"sentences":[{"text":"Alright.","start":1741.0549,"end":1741.5549,"sentiment":"neutral","sentiment_score":0.061543844640254974},{"text":"Can...","start":1742.575,"end":1743.075,"sentiment":"neutral","sentiment_score":0.02585450559854507},{"text":"If I may ask, how were you able to log in to your Airtel account?","start":1743.215,"end":1746.6,"sentiment":"neutral","sentiment_score":0.017145302146673203},{"text":"Because you mentioned earlier that this is from your card.","start":1754.0399,"end":1757.5,"sentiment":"neutral","sentiment_score":0.10465120673179626},{"text":"So I would also like you to log in to your customer portal to also see your documents when you are making a payment.","start":1757.72,"end":1764.9249,"sentiment":"neutral","sentiment_score":0.19711684000988802}],"sentiment":"neutral","sentiment_score":0.12003713941165045,"num_words":51,"start":1741.0549,"end":1764.9249},{"sentences":[{"text":"On your customer portal, you'll be able to see everything from your invoice, recurring invoices, and the payments that you made.","start":1769.385,"end":1776.27,"sentiment":"neutral","sentiment_score":0.19379612555106482},{"text":"Are you now logged in to your customer portal?","start":1825.985,"end":1828.3251,"sentiment":"neutral","sentiment_score":0.019052972603175376},{"text":"Yes.","start":1835.9,"end":1836.22,"sentiment":"neutral","sentiment_score":-0.10387414693832396},{"text":"It's all EFT.","start":1836.22,"end":1837.44,"sentiment":"neutral","sentiment_score":-0.10908260941505432},{"text":"I mean, earlier, I was looking for...","start":1837.58,"end":1840.88,"sentiment":"neutral","sentiment_score":-0.09721111293349947}],"sentiment":"neutral","sentiment_score":0.07633160059226722,"num_words":41,"start":1769.385,"end":1840.88},{"sentences":[{"text":"That was my mistake.","start":1841.1,"end":1842.0599,"sentiment":"negative","sentiment_score":-0.43579820543527603},{"text":"I was looking for a different customer.","start":1842.0599,"end":1843.82,"sentiment":"neutral","sentiment_score":-0.2645975117172514},{"text":"That's why we had in different date from July.","start":1843.82,"end":1846.88,"sentiment":"neutral","sentiment_score":-0.15838809476958382},{"text":"Yours was July 19.","start":1847.245,"end":1848.945,"sentiment":"neutral","sentiment_score":-0.08787188120186329},{"text":"Mine was different, so I went back to your account and found the July 19 transaction, which is the EFT.","start":1849.565,"end":1855.585,"sentiment":"neutral","sentiment_score":-0.0371779000852257}],"sentiment":"neutral","sentiment_score":-0.13899804052727466,"num_words":44,"start":1841.1,"end":1855.585},{"sentences":[{"text":"For June 25, you will be able to see your June 25 transaction from your credit card.","start":1856.205,"end":1862.7849,"sentiment":"neutral","sentiment_score":0.0967788130921476},{"text":"And on your portal, it'll be showing as an ESG payment type.","start":1863.2201,"end":1868.1201,"sentiment":"neutral","sentiment_score":0.004901370654503505},{"text":"Yeah.","start":1874.42,"end":1874.92,"sentiment":"neutral","sentiment_score":0.006304514594376087},{"text":"On the same website, airtel.net.au, you you just have to log in.","start":1876.225,"end":1881.6849,"sentiment":"neutral","sentiment_score":0.014435849928607544},{"text":"Uh-huh.","start":1885.0249,"end":1885.5249,"sentiment":"neutral","sentiment_score":0.0418228767812252}],"sentiment":"neutral","sentiment_score":0.04477706653347542,"num_words":43,"start":1856.205,"end":1885.5249},{"sentences":[{"text":"Are you now logged in to your portal?","start":1886.065,"end":1888.085,"sentiment":"neutral","sentiment_score":0.03555470402352512},{"text":"Just making sure that you're logged in.","start":1891.47,"end":1893.65,"sentiment":"neutral","sentiment_score":0.03840970088328634},{"text":"You are supposed to be seeing your name on your upper right corner of the screen.","start":1893.71,"end":1898.53,"sentiment":"neutral","sentiment_score":0.028760010725818574},{"text":"Are you seeing it?","start":1898.6699,"end":1899.8099,"sentiment":"neutral","sentiment_score":0.009317109826952219},{"text":"Upper right corner of your screen, of your phone.","start":1904.485,"end":1907.385,"sentiment":"neutral","sentiment_score":-0.0077532149023479885}],"sentiment":"neutral","sentiment_score":0.022294436708431353,"num_words":44,"start":1886.065,"end":1907.385},{"sentences":[{"text":"It should...","start":1907.605,"end":1908.4249,"sentiment":"neutral","sentiment_score":-0.014137426391243935},{"text":"Your name should appear.","start":1908.725,"end":1909.945,"sentiment":"neutral","sentiment_score":-0.24885669350624084},{"text":"So if that's the case, then you're not yet logged in to your customer portal, Adam.","start":1911.0449,"end":1915.1449,"sentiment":"neutral","sentiment_score":-0.20354789891280234},{"text":"Please click my account.","start":1918.085,"end":1919.85,"sentiment":"neutral","sentiment_score":-0.09490230493247509},{"text":"Yeah.","start":1922.57,"end":1922.8099,"sentiment":"neutral","sentiment_score":-0.04046139866113663}],"sentiment":"neutral","sentiment_score":-0.174094023251975,"num_words":27,"start":1907.605,"end":1922.8099},{"sentences":[{"text":"This is Airtel.","start":1922.8099,"end":1923.71,"sentiment":"neutral","sentiment_score":-0.05665839463472366},{"text":"And that's for an invoice for September 1.","start":1936.335,"end":1939.635,"sentiment":"neutral","sentiment_score":-0.10500246938318014},{"text":"Can you click on the show all financial documents?","start":1941.535,"end":1944.115,"sentiment":"neutral","sentiment_score":-0.023286219065388043},{"text":"Mhmm.","start":1950.55,"end":1951.05,"sentiment":"neutral","sentiment_score":-0.03215938061475754},{"text":"And then after clicking it, what does it show?","start":1951.5901,"end":1955.37,"sentiment":"neutral","sentiment_score":-0.023641045308775373}],"sentiment":"neutral","sentiment_score":-0.04881665663172801,"num_words":30,"start":1922.8099,"end":1955.37},{"sentences":[{"text":"Are you see...","start":1957.35,"end":1958.25,"sentiment":"neutral","sentiment_score":-0.03788153206308683},{"text":"Okay.","start":1960.39,"end":1960.89,"sentiment":"neutral","sentiment_score":0.02207028865814209},{"text":"Can you click any of the date from July 19, which is your payment, to see the payment type that was used to pay for the invoice?","start":1961.43,"end":1971.7749,"sentiment":"neutral","sentiment_score":0.025188728684076556},{"text":"Okay.","start":1983.9,"end":1984.4,"sentiment":"neutral","sentiment_score":-0.005442525260150433},{"text":"You should...","start":2010.36,"end":2011.02,"sentiment":"neutral","sentiment_score":-0.04954976215958595}],"sentiment":"neutral","sentiment_score":0.014234685804694891,"num_words":34,"start":1957.35,"end":2011.02},{"sentences":[{"text":"On the date of August 30, you will see, after the check icon, that square icon with a small arrow pointing on the upper right direction, you can click that.","start":2011.4,"end":2029.025,"sentiment":"neutral","sentiment_score":0.005106494172165791},{"text":"That's where you can see the payment type that was made during...","start":2029.725,"end":2033.025,"sentiment":"neutral","sentiment_score":0.003954061307013035},{"text":"I mean, paying the the invoice.","start":2034.0199,"end":2036.0399,"sentiment":"neutral","sentiment_score":-0.05693380100031694},{"text":"Were you able to click this where I can with arrow?","start":2050.715,"end":2054.095,"sentiment":"neutral","sentiment_score":-0.0022307768125425687},{"text":"On...","start":2056.475,"end":2056.795,"sentiment":"neutral","sentiment_score":-0.0033906768076121807}],"sentiment":"neutral","sentiment_score":-0.0028148077816391986,"num_words":60,"start":2011.4,"end":2056.795},{"sentences":[{"text":"Once you click that, you should be seeing...","start":2056.795,"end":2059.055,"sentiment":"neutral","sentiment_score":0.002581305569037795},{"text":"Let me go back to my end.","start":2060.155,"end":2062.175,"sentiment":"neutral","sentiment_score":0.0028978894863809857},{"text":"View the payment with the invoice number, the payment type, the sum that you paid with the receipt number, and the payment date.","start":2064.1702,"end":2073.07,"sentiment":"neutral","sentiment_score":0.007356181821745375},{"text":"Okay.","start":2081.915,"end":2082.415,"sentiment":"neutral","sentiment_score":-0.06557543575763702},{"text":"Alright.","start":2084.475,"end":2084.955,"sentiment":"neutral","sentiment_score":0.01324753649532795}],"sentiment":"neutral","sentiment_score":0.003944998839870095,"num_words":40,"start":2056.795,"end":2084.955},{"sentences":[{"text":"Let's go back to the screenshot that you sent to me earlier from your portal, the dashboard.","start":2084.955,"end":2093.615,"sentiment":"neutral","sentiment_score":0.039598372052697575},{"text":"I told you earlier to click on the show all financial documents, and then you found the date for August thirtieth payment.","start":2094.64,"end":2103.86,"sentiment":"neutral","sentiment_score":0.020355973308059303},{"text":"Alright.","start":2106.8,"end":2107.3,"sentiment":"neutral","sentiment_score":0.029160216450691223},{"text":"Are you on the were you able...","start":2107.36,"end":2110.7551,"sentiment":"neutral","sentiment_score":0.003575823036953807},{"text":"Were you already clicked the square icon with the arrow?","start":2110.895,"end":2114.975,"sentiment":"neutral","sentiment_score":0.01821958888322115}],"sentiment":"neutral","sentiment_score":0.023813870249381454,"num_words":57,"start":2084.955,"end":2114.975},{"sentences":[{"text":"Sure.","start":2114.975,"end":2115.475,"sentiment":"neutral","sentiment_score":0.08563502132892609},{"text":"Okay.","start":2131.76,"end":2132.08,"sentiment":"neutral","sentiment_score":0.03563569486141205},{"text":"Let me see.","start":2132.08,"end":2133.06,"sentiment":"neutral","sentiment_score":0.031135789429148037},{"text":"And can you tell me what happened when you click on the payment, the green one with dated August 30?","start":2144.905,"end":2153.2,"sentiment":"neutral","sentiment_score":-0.02569584983866662},{"text":"It must show a drop down information with further details.","start":2154.22,"end":2159.84,"sentiment":"neutral","sentiment_score":-0.01963271200656891}],"sentiment":"neutral","sentiment_score":-0.014159029496035406,"num_words":35,"start":2114.975,"end":2159.84},{"sentences":[{"text":"What information are you seeing when you click this...","start":2182.15,"end":2184.81,"sentiment":"neutral","sentiment_score":-0.014840154184235467},{"text":"Yeah.","start":2187.765,"end":2188.005,"sentiment":"neutral","sentiment_score":-0.049548983573913574},{"text":"So this is the payment that Yeah.","start":2188.005,"end":2218.265,"sentiment":"neutral","sentiment_score":-0.10479965672961303},{"text":"So EFT shows when you...","start":2218.265,"end":2221.405,"sentiment":"neutral","sentiment_score":-0.006179064884781838},{"text":"When...","start":2221.785,"end":2222.025,"sentiment":"neutral","sentiment_score":-0.01584775373339653}],"sentiment":"neutral","sentiment_score":-0.04188917593463608,"num_words":23,"start":2182.15,"end":2222.025},{"sentences":[{"text":"Do you normally call us to pay the...","start":2222.025,"end":2223.9448,"sentiment":"neutral","sentiment_score":-0.03685292974114418},{"text":"To make the payment?","start":2223.9448,"end":2225.005,"sentiment":"neutral","sentiment_score":-0.04766623768955469},{"text":"Okay.","start":2242.9302,"end":2243.385,"sentiment":"neutral","sentiment_score":-0.007472313940525055},{"text":"So I'll take note of every screenshots and photos that you've sent.","start":2243.385,"end":2248.925,"sentiment":"neutral","sentiment_score":0.07302636001259089},{"text":"Sure.","start":2251.385,"end":2251.885,"sentiment":"neutral","sentiment_score":0.15842817723751068}],"sentiment":"neutral","sentiment_score":0.020837838260027077,"num_words":26,"start":2222.025,"end":2251.885},{"sentences":[{"text":"It shows a recurring invoice.","start":2270.2148,"end":2272.155,"sentiment":"neutral","sentiment_score":0.023583279550075532},{"text":"How about clicking the...","start":2276.055,"end":2277.515,"sentiment":"neutral","sentiment_score":-0.005084664560854435},{"text":"Yeah.","start":2282.74,"end":2282.9001,"sentiment":"neutral","sentiment_score":0.01205212902277708},{"text":"It's paid.","start":2282.9001,"end":2283.56,"sentiment":"neutral","sentiment_score":0.007600350305438042},{"text":"But if you will gonna...","start":2283.62,"end":2285.4001,"sentiment":"neutral","sentiment_score":-0.010292289778590202}],"sentiment":"neutral","sentiment_score":0.004315830602803651,"num_words":17,"start":2270.2148,"end":2285.4001},{"sentences":[{"text":"You were able to click earlier the payment section with the AST information.","start":2286.02,"end":2293.8,"sentiment":"neutral","sentiment_score":0.033172939402552754},{"text":"It has been paid yet because it was it was paid August 30.","start":2295.195,"end":2300.8154,"sentiment":"neutral","sentiment_score":0.0292791727070625},{"text":"And when you click the payment no.","start":2307.835,"end":2313.99,"sentiment":"neutral","sentiment_score":-0.06914300870682512},{"text":"No.","start":2313.99,"end":2314.23,"sentiment":"negative","sentiment_score":-0.4254424571990967},{"text":"I'm not.","start":2314.23,"end":2314.97,"sentiment":"negative","sentiment_score":-0.417332261800766}],"sentiment":"neutral","sentiment_score":-0.025895294008983508,"num_words":36,"start":2286.02,"end":2314.97},{"sentences":[{"text":"I'm just giving you The one...","start":2315.19,"end":2332.5952,"sentiment":"neutral","sentiment_score":-0.19018381958206496},{"text":"I mean, the black one is your invoice, the recurring invoice, and then the green one on top of it is the payment transaction.","start":2332.8152,"end":2341.37,"sentiment":"neutral","sentiment_score":-0.08113728743046522},{"text":"So that's why you're seeing a same date because one is for the recurring invoice and one is for the payment.","start":2342.07,"end":2348.65,"sentiment":"neutral","sentiment_score":-0.09319385566881724},{"text":"Yes.","start":2358.165,"end":2358.5652,"sentiment":"neutral","sentiment_score":-0.05710114911198616},{"text":"It is already paid, but the payment information or the transaction is located in the payment section, which is the green one on top of it, August 30.","start":2358.5652,"end":2373.46,"sentiment":"neutral","sentiment_score":-0.00752434297464788}],"sentiment":"neutral","sentiment_score":-0.06641564421588556,"num_words":80,"start":2315.19,"end":2373.46},{"sentences":[{"text":"And then you...","start":2374.0,"end":2376.02,"sentiment":"neutral","sentiment_score":-0.005053248722106218},{"text":"The recurring invoice that you're receiving on the top part, which is dated September 1, that's your invoice for September one to thirtieth.","start":2376.16,"end":2385.9648,"sentiment":"neutral","sentiment_score":-0.018524509449691876},{"text":"If you'll be making a payment this September, you'll be seeing another payment section at the top of the recurring invoice.","start":2386.105,"end":2393.2449,"sentiment":"neutral","sentiment_score":-0.015021048264489287},{"text":"So this is...","start":2393.4,"end":2394.1199,"sentiment":"neutral","sentiment_score":-0.012108211716016134},{"text":"There's going to be...","start":2394.1199,"end":2395.26,"sentiment":"neutral","sentiment_score":-0.19834158942103386}],"sentiment":"neutral","sentiment_score":-0.029376971664735012,"num_words":54,"start":2374.0,"end":2395.26},{"sentences":[{"text":"Alright.","start":2401.4,"end":2401.7998,"sentiment":"neutral","sentiment_score":-0.04206833988428116},{"text":"So for this one, Adam, I know that you mentioned beforehand that Mhmm.","start":2401.7998,"end":2457.63,"sentiment":"neutral","sentiment_score":-0.018408186447161894},{"text":"I really under Yes.","start":2457.63,"end":2481.7,"sentiment":"neutral","sentiment_score":-0.28143974114209414},{"text":"I really understand where you're coming from, Aidan.","start":2481.7,"end":2483.96,"sentiment":"neutral","sentiment_score":-0.03936621348839253},{"text":"The payment that was made August 30 was AST.","start":2485.62,"end":2492.04,"sentiment":"neutral","sentiment_score":-0.17620250996616152}],"sentiment":"neutral","sentiment_score":-0.09451102931052446,"num_words":35,"start":2401.4,"end":2492.04},{"sentences":[{"text":"And since you mentioned earlier that you're having a financial hardship, you can.","start":2492.1,"end":2495.8,"sentiment":"neutral","sentiment_score":-0.25726212618442684},{"text":"You're welcome to contact your issuing bank dispute the charges.","start":2496.165,"end":2499.945,"sentiment":"neutral","sentiment_score":-0.0007015906274318668},{"text":"But it depends on your issuing bank, the process disputing the charges work.","start":2502.565,"end":2507.145,"sentiment":"neutral","sentiment_score":-0.014723362687688608},{"text":"I will also take note of your account and regarding what happened.","start":2518.8901,"end":2524.585,"sentiment":"neutral","sentiment_score":0.08418831291298072},{"text":"And then once I've already added it, check on those, we'll go move forward to your Internet connection.","start":2526.165,"end":2532.325,"sentiment":"neutral","sentiment_score":0.15745994200309119}],"sentiment":"neutral","sentiment_score":0.004571385596963492,"num_words":66,"start":2492.1,"end":2532.325},{"sentences":[{"text":"Okay?","start":2532.325,"end":2532.825,"sentiment":"neutral","sentiment_score":0.09039003401994704},{"text":"Alright.","start":2688.98,"end":2689.3801,"sentiment":"positive","sentiment_score":0.34030622243881226},{"text":"I successfully documented everything on my end, Aram.","start":2689.3801,"end":2694.115,"sentiment":"positive","sentiment_score":0.5774030722677708},{"text":"Saved all the photo that you sent and regarding with the electronic fan transfer.","start":2695.135,"end":2701.075,"sentiment":"positive","sentiment_score":0.42158984925065723},{"text":"So this is going to be a fund to your account transferring to for making the payment.","start":2701.935,"end":2708.53,"sentiment":"positive","sentiment_score":0.5182556282071507}],"sentiment":"positive","sentiment_score":0.4820127903324802,"num_words":41,"start":2532.325,"end":2708.53},{"sentences":[{"text":"And now we'll move forward with your Internet connection.","start":2709.8699,"end":2712.61,"sentiment":"neutral","sentiment_score":0.22839341892136467},{"text":"Can you tell me what error message you're receiving every time you are trying to connect with your Internet?","start":2712.99,"end":2717.41,"sentiment":"neutral","sentiment_score":-0.08157838881015778},{"text":"Okay.","start":2739.96,"end":2740.46,"sentiment":"neutral","sentiment_score":-0.03510008752346039},{"text":"Can you tell me the status?","start":2817.7751,"end":2819.235,"sentiment":"neutral","sentiment_score":-0.0744973508020242},{"text":"Mhmm.","start":2819.28,"end":2819.78,"sentiment":"neutral","sentiment_score":-0.08117140829563141}],"sentiment":"neutral","sentiment_score":-0.0016028949369986851,"num_words":36,"start":2709.8699,"end":2819.78},{"sentences":[{"text":"But are you seeing a stabilized light or a flashing green light on your router?","start":2830.4001,"end":2835.975,"sentiment":"neutral","sentiment_score":-0.0999362289905548},{"text":"And you mentioned earlier about calling yesterday.","start":2852.54,"end":2855.44,"sentiment":"neutral","sentiment_score":-0.0796006481562342},{"text":"Right?","start":2855.74,"end":2856.24,"sentiment":"neutral","sentiment_score":-0.07067734003067017},{"text":"Did you call yesterday regarding the same concern with your Internet?","start":2864.7449,"end":2867.9648,"sentiment":"neutral","sentiment_score":-0.1130991659381173},{"text":"And after the call yesterday, the Internet is not yet restart.","start":2881.05,"end":2884.965,"sentiment":"neutral","sentiment_score":-0.28578109361908655}],"sentiment":"neutral","sentiment_score":-0.14476907038026385,"num_words":45,"start":2830.4001,"end":2884.965},{"sentences":[{"text":"Right?","start":2885.5251,"end":2886.0251,"sentiment":"neutral","sentiment_score":-0.2250851094722748},{"text":"Okay.","start":2888.0051,"end":2888.5051,"sentiment":"neutral","sentiment_score":-0.2776179313659668},{"text":"If I may ask troubleshooting instead because we might gonna have to troubleshoot again.","start":2889.0452,"end":2893.7651,"sentiment":"neutral","sentiment_score":-0.3056626873356955},{"text":"And then if there's still a problem, we will need to file a ticket for this.","start":2893.7651,"end":2896.98,"sentiment":"neutral","sentiment_score":-0.23682221304625273},{"text":"Alright.","start":2902.1,"end":2902.6,"sentiment":"neutral","sentiment_score":-0.02622109651565552}],"sentiment":"neutral","sentiment_score":-0.26052597481192963,"num_words":33,"start":2885.5251,"end":2902.6},{"sentences":[{"text":"Hold on.","start":2902.66,"end":2903.4,"sentiment":"neutral","sentiment_score":-0.027201488614082336},{"text":"Can you tell me the status of the color green on your router?","start":2951.26,"end":2956.4001,"sentiment":"neutral","sentiment_score":-0.04989290595627748},{"text":"Is it solid?","start":2957.58,"end":2958.56,"sentiment":"neutral","sentiment_score":-0.10270432382822037},{"text":"Oh, any other color?","start":2959.58,"end":2966.095,"sentiment":"neutral","sentiment_score":-0.14356483705341816},{"text":"It's only flashing red and there's no green color.","start":2969.915,"end":2974.655,"sentiment":"neutral","sentiment_score":-0.237529918551445}],"sentiment":"neutral","sentiment_score":-0.12010168842971325,"num_words":31,"start":2902.66,"end":2974.655},{"sentences":[{"text":"Correct?","start":2974.795,"end":2975.295,"sentiment":"neutral","sentiment_score":-0.1569785624742508},{"text":"Okay.","start":2978.555,"end":2979.055,"sentiment":"neutral","sentiment_score":-0.13024374842643738},{"text":"We will need to troubleshoot, so it will need some time.","start":3117.32,"end":3121.26,"sentiment":"neutral","sentiment_score":-0.2427980269898068},{"text":"We have to make sure that physical connections are properly connected.","start":3122.68,"end":3126.1401,"sentiment":"neutral","sentiment_score":-0.05285725776444782},{"text":"Mhmm.","start":3144.19,"end":3144.69,"sentiment":"neutral","sentiment_score":-0.02747155912220478}],"sentiment":"neutral","sentiment_score":-0.14267608009278773,"num_words":25,"start":2974.795,"end":3144.69},{"sentences":[{"text":"Hold on.","start":3170.32,"end":3170.8,"sentiment":"neutral","sentiment_score":-0.08553804457187653},{"text":"Let me check here.","start":3170.8,"end":3171.8599,"sentiment":"neutral","sentiment_score":-0.03703269921243191},{"text":"Because I checked on our end, your account is active.","start":3187.4749,"end":3191.815,"sentiment":"neutral","sentiment_score":-0.018218005262315273},{"text":"There's no outage as well with from the network.","start":3192.9949,"end":3199.1199,"sentiment":"neutral","sentiment_score":-0.17085286643770006},{"text":"So we just need to troubleshoot with the router.","start":3199.5798,"end":3203.3398,"sentiment":"neutral","sentiment_score":-0.10937505132622188}],"sentiment":"neutral","sentiment_score":-0.0889246528968215,"num_words":34,"start":3170.32,"end":3203.3398},{"sentences":[{"text":"Okay.","start":3203.3398,"end":3203.5798,"sentiment":"neutral","sentiment_score":0.059015944600105286},{"text":"So you mentioned earlier that the physical connections are fine.","start":3203.5798,"end":3206.64,"sentiment":"neutral","sentiment_score":0.08923893496394157},{"text":"Flashing red is showing on your end.","start":3207.26,"end":3209.3398,"sentiment":"neutral","sentiment_score":0.003875893274588244},{"text":"Any other color that you're saying or indicator like?","start":3209.3398,"end":3213.445,"sentiment":"neutral","sentiment_score":-0.021433413753079042},{"text":"No, please.","start":3226.0198,"end":3226.5798,"sentiment":"neutral","sentiment_score":-0.21194233000278473}],"sentiment":"neutral","sentiment_score":0.012474178047529582,"num_words":29,"start":3203.3398,"end":3226.5798},{"sentences":[{"text":"Because that might restart with...","start":3226.5798,"end":3229.5398,"sentiment":"neutral","sentiment_score":-0.2101757675409317},{"text":"I mean, default.","start":3229.5398,"end":3230.44,"sentiment":"neutral","sentiment_score":-0.20945983628431955},{"text":"No.","start":3239.425,"end":3239.745,"sentiment":"neutral","sentiment_score":-0.0971345156431198},{"text":"We add...","start":3239.745,"end":3240.385,"sentiment":"neutral","sentiment_score":-0.05320778861641884},{"text":"We advise customers not to restart the the router because it might I'm sorry, Adam.","start":3240.385,"end":3268.625,"sentiment":"neutral","sentiment_score":-0.1035094477236271}],"sentiment":"neutral","sentiment_score":-0.13213269828030696,"num_words":26,"start":3226.5798,"end":3268.625},{"sentences":[{"text":"There...","start":3268.625,"end":3269.025,"sentiment":"neutral","sentiment_score":-0.06361828744411469},{"text":"No.","start":3269.025,"end":3269.525,"sentiment":"neutral","sentiment_score":-0.07904207706451416},{"text":"But since we already have here the details.","start":3270.305,"end":3272.9648,"sentiment":"neutral","sentiment_score":-0.05203380808234215},{"text":"Right now, yes.","start":3277.94,"end":3279.0798,"sentiment":"neutral","sentiment_score":0.02040884147087733},{"text":"Can we continue now, Ed?","start":3299.2349,"end":3300.4348,"sentiment":"neutral","sentiment_score":-0.009541560895740986}],"sentiment":"neutral","sentiment_score":-0.030300672735191055,"num_words":18,"start":3268.625,"end":3300.4348},{"sentences":[{"text":"I'm sorry.","start":3300.4348,"end":3300.9148,"sentiment":"neutral","sentiment_score":-0.3080282509326935},{"text":"This will take time.","start":3300.9148,"end":3301.795,"sentiment":"negative","sentiment_score":-0.3755609393119812},{"text":"I I might need to ask you some photo before we finish.","start":3301.795,"end":3307.74,"sentiment":"neutral","sentiment_score":-0.20117744679252306},{"text":"Hello, Adam?","start":3318.3599,"end":3319.2598,"sentiment":"neutral","sentiment_score":0.01483395416289568},{"text":"Yeah.","start":3321.645,"end":3322.145,"sentiment":"neutral","sentiment_score":0.04989148676395416}],"sentiment":"neutral","sentiment_score":-0.2120414393111354,"num_words":21,"start":3300.4348,"end":3322.145},{"sentences":[{"text":"Could you send me a photo showing the NTD or the connected ports or cables and lights?","start":3324.365,"end":3329.585,"sentiment":"neutral","sentiment_score":0.0680319165043971},{"text":"I'll leave you some information so that we can file a ticket afterwards.","start":3329.805,"end":3333.5051,"sentiment":"neutral","sentiment_score":0.09827870245163257},{"text":"So it'll be turned on now again.","start":3468.655,"end":3470.675,"sentiment":"neutral","sentiment_score":0.07885796576738358},{"text":"Okay.","start":3476.175,"end":3476.675,"sentiment":"neutral","sentiment_score":0.03444680571556091},{"text":"Any changes with the indicator lights?","start":3500.555,"end":3502.735,"sentiment":"neutral","sentiment_score":0.007700320488462846}],"sentiment":"neutral","sentiment_score":0.06970045912418175,"num_words":44,"start":3324.365,"end":3502.735},{"sentences":[{"text":"Hold on.","start":3515.13,"end":3515.8699,"sentiment":"neutral","sentiment_score":0.005484074354171753},{"text":"It's 1921681 1.","start":3520.25,"end":3546.19,"sentiment":"neutral","sentiment_score":-0.0005497084930539131},{"text":"19216811.","start":3581.425,"end":3586.0051,"sentiment":"neutral","sentiment_score":-0.02128424495458603},{"text":"Okay.","start":3679.05,"end":3679.45,"sentiment":"neutral","sentiment_score":-0.06207846850156784},{"text":"So please make sure your device is connected to the router's Wi Fi network.","start":3679.45,"end":3683.31,"sentiment":"neutral","sentiment_score":-0.006217274016567639}],"sentiment":"neutral","sentiment_score":-0.007670739355186622,"num_words":21,"start":3515.13,"end":3683.31},{"sentences":[{"text":"Alright?","start":3685.69,"end":3686.19,"sentiment":"neutral","sentiment_score":0.023489153012633324},{"text":"And is it not loading?","start":3688.145,"end":3689.505,"sentiment":"neutral","sentiment_score":-0.05177602767944336},{"text":"Because you can still access the router settings even though there's no Internet connection yet.","start":3689.505,"end":3694.165,"sentiment":"neutral","sentiment_score":-0.15778542906045914},{"text":"Alright.","start":3705.6501,"end":3705.97,"sentiment":"neutral","sentiment_score":0.040426164865493774},{"text":"So if that's the case, then we will need to file a ticket for this one.","start":3705.97,"end":3711.19,"sentiment":"neutral","sentiment_score":0.012165979424025863}],"sentiment":"neutral","sentiment_score":-0.06229185751688324,"num_words":38,"start":3685.69,"end":3711.19},{"sentences":[{"text":"Adam mentioned that you have already reached out yesterday.","start":3711.8901,"end":3714.79,"sentiment":"neutral","sentiment_score":0.03313786784807841},{"text":"However, after the twenty minute unplugging and unplugging it again, it's still the same.","start":3714.93,"end":3725.155,"sentiment":"neutral","sentiment_score":-0.10643116704055242},{"text":"We will have to file a ticket, and I need some photos from you to attach from the ticket that I will file.","start":3725.155,"end":3733.31,"sentiment":"neutral","sentiment_score":0.040697857251633766},{"text":"Okay?","start":3733.31,"end":3733.81,"sentiment":"neutral","sentiment_score":0.044277749955654144},{"text":"Alright.","start":3739.23,"end":3739.6301,"sentiment":"neutral","sentiment_score":0.06371208280324936}],"sentiment":"neutral","sentiment_score":-0.003078228716428081,"num_words":48,"start":3711.8901,"end":3739.6301},{"sentences":[{"text":"So right now, I will ask you to send me the picture of your cable connections from your NTD to the router.","start":3739.6301,"end":3746.685,"sentiment":"neutral","sentiment_score":0.04013995546847582},{"text":"We normally use those combination of numbers for the router's IP address.","start":3768.7402,"end":3773.145,"sentiment":"neutral","sentiment_score":-0.037521689819792904},{"text":"Let me see.","start":3808.435,"end":3809.235,"sentiment":"neutral","sentiment_score":-0.010982623944679895},{"text":"Hold on.","start":3809.235,"end":3810.0552,"sentiment":"neutral","sentiment_score":-0.011169900186359882},{"text":"It's one two four zero zero zero zero zero.","start":3821.51,"end":3826.965,"sentiment":"neutral","sentiment_score":-0.028696875812278852}],"sentiment":"neutral","sentiment_score":0.0024845664156600833,"num_words":48,"start":3739.6301,"end":3826.965},{"sentences":[{"text":"No.","start":3831.425,"end":3831.745,"sentiment":"neutral","sentiment_score":-0.11716386675834656},{"text":"There's no four, but four number zeros.","start":3831.745,"end":3835.205,"sentiment":"neutral","sentiment_score":-0.07725082231419426},{"text":"0000 four six three at airtel dot net dot a u.","start":3835.745,"end":3848.92,"sentiment":"neutral","sentiment_score":0.006112558089874007},{"text":"And the password, let me check.","start":3857.795,"end":3861.4949,"sentiment":"neutral","sentiment_score":0.0052569101098924875},{"text":"It's sorry?","start":3863.315,"end":3866.35,"sentiment":"neutral","sentiment_score":-0.01511307449254673}],"sentiment":"neutral","sentiment_score":-0.021828376751660404,"num_words":27,"start":3831.425,"end":3866.35},{"sentences":[{"text":"We can try the password that I will have to offer for you.","start":3872.1702,"end":3876.6702,"sentiment":"neutral","sentiment_score":0.10900645416516525},{"text":"It's UppercaseLetterA IR 1230 463.","start":3876.7551,"end":3891.415,"sentiment":"neutral","sentiment_score":0.2705021046102047},{"text":"Are you in?","start":3918.405,"end":3919.225,"sentiment":"neutral","sentiment_score":0.03639089750746886},{"text":"And we just want to make sure that you have the correct PPPoE logins.","start":3926.19,"end":3931.0898,"sentiment":"neutral","sentiment_score":0.07032124565115996},{"text":"If you can go to the Internet settings on your router settings.","start":3931.79,"end":3935.905,"sentiment":"neutral","sentiment_score":0.009103809560959538}],"sentiment":"neutral","sentiment_score":0.08452149518230494,"num_words":47,"start":3872.1702,"end":3935.905},{"sentences":[{"text":"Uh-huh.","start":3938.205,"end":3938.705,"sentiment":"neutral","sentiment_score":-0.02090938203036785},{"text":"So the logins were accepted.","start":3961.095,"end":3963.275,"sentiment":"neutral","sentiment_score":-0.021151982247829437},{"text":"However, upon clicking submit or log in, it showed you that screen.","start":3963.335,"end":3969.195,"sentiment":"neutral","sentiment_score":-0.09809094574302435},{"text":"Correct?","start":3969.255,"end":3969.755,"sentiment":"neutral","sentiment_score":-0.023813772946596146},{"text":"K.","start":3976.0798,"end":3976.3198,"sentiment":"neutral","sentiment_score":-0.0024542314931750298}],"sentiment":"neutral","sentiment_score":-0.06650143233127892,"num_words":20,"start":3938.205,"end":3976.3198},{"sentences":[{"text":"So for this one, Adam, we'll need...","start":3976.3198,"end":3978.18,"sentiment":"neutral","sentiment_score":0.003251672589353153},{"text":"Please also send me a screenshot for that so that everything is collated on my end when I file the ticket.","start":3978.64,"end":3984.42,"sentiment":"neutral","sentiment_score":0.03830847942403385},{"text":"Again, I would also ask for the physical cable connections from your NTD to the router.","start":3985.68,"end":3990.9548,"sentiment":"neutral","sentiment_score":0.007490087300539017},{"text":"And...","start":3992.375,"end":3992.875,"sentiment":"neutral","sentiment_score":-0.003452461212873459},{"text":"Okay.","start":4009.44,"end":4009.94,"sentiment":"neutral","sentiment_score":0.002266010269522667}],"sentiment":"neutral","sentiment_score":0.020562928736857746,"num_words":46,"start":3976.3198,"end":4009.94},{"sentences":[{"text":"Just a few reminder, Adam, the mobile data should be turned off when you try to log...","start":4083.3801,"end":4089.22,"sentiment":"neutral","sentiment_score":-0.05019413115566268},{"text":"Access the router's address.","start":4089.22,"end":4091.0,"sentiment":"neutral","sentiment_score":-0.028365720063447952},{"text":"Okay.","start":4093.86,"end":4094.36,"sentiment":"neutral","sentiment_score":-0.00426830630749464},{"text":"Alright.","start":4169.7,"end":4170.2,"sentiment":"neutral","sentiment_score":0.00003314142668386921},{"text":"I just wanna make sure that the credentials for the PTPOE logins are correct.","start":4171.86,"end":4177.185,"sentiment":"neutral","sentiment_score":0.036369302310049534}],"sentiment":"neutral","sentiment_score":-0.012481838984869584,"num_words":37,"start":4083.3801,"end":4177.185},{"sentences":[{"text":"Can we go back to your realtor's settings on your phone where you access the realtor's address?","start":4177.8853,"end":4190.705,"sentiment":"neutral","sentiment_score":-0.004363091443391407},{"text":"Yeah.","start":4195.85,"end":4196.35,"sentiment":"neutral","sentiment_score":0.00008880626410245895},{"text":"But you're able to access this...","start":4197.29,"end":4199.31,"sentiment":"neutral","sentiment_score":-0.006855442440913369},{"text":"To access that.","start":4199.45,"end":4200.41,"sentiment":"neutral","sentiment_score":-0.015511753037571907},{"text":"Correct?","start":4200.41,"end":4200.91,"sentiment":"neutral","sentiment_score":0.00035824067890644073}],"sentiment":"neutral","sentiment_score":-0.005764050762601463,"num_words":28,"start":4177.8853,"end":4200.91},{"sentences":[{"text":"And...","start":4203.05,"end":4203.55,"sentiment":"neutral","sentiment_score":-0.0031108716502785683},{"text":"Okay.","start":4204.33,"end":4204.83,"sentiment":"neutral","sentiment_score":0.0027345139533281326},{"text":"So Uh-huh.","start":4205.13,"end":4213.1953,"sentiment":"neutral","sentiment_score":0.001557002600748092},{"text":"Were you able to log in to the admin...","start":4219.895,"end":4223.08,"sentiment":"neutral","sentiment_score":0.006587306658426921},{"text":"Okay.","start":4232.1,"end":4232.6,"sentiment":"neutral","sentiment_score":0.023157157003879547}],"sentiment":"neutral","sentiment_score":0.006084326031019113,"num_words":14,"start":4203.05,"end":4232.6},{"sentences":[{"text":"Okay.","start":4232.66,"end":4233.16,"sentiment":"neutral","sentiment_score":0.011667920276522636},{"text":"Can you, right, can you go to the Internet settings, please?","start":4233.3,"end":4237.495,"sentiment":"neutral","sentiment_score":0.01503977154127576},{"text":"When you go to the Internet settings, look for...","start":4241.155,"end":4244.135,"sentiment":"neutral","sentiment_score":0.0014524555299431086},{"text":"Hold on.","start":4245.635,"end":4246.455,"sentiment":"neutral","sentiment_score":-0.00412453175522387},{"text":"It should...","start":4267.475,"end":4268.215,"sentiment":"neutral","sentiment_score":0.00035140407271683216}],"sentiment":"neutral","sentiment_score":0.007305250065401197,"num_words":25,"start":4232.66,"end":4268.215},{"sentences":[{"text":"In your Internet settings, the connection type.","start":4268.275,"end":4270.935,"sentiment":"neutral","sentiment_score":-0.009141487535089254},{"text":"Are you seeing a connection type?","start":4272.035,"end":4273.655,"sentiment":"neutral","sentiment_score":-0.008118251183380684},{"text":"I'm sorry?","start":4283.1,"end":4283.84,"sentiment":"neutral","sentiment_score":-0.15536223351955414},{"text":"Is it still possible for you to go through the Internet settings?","start":4298.325,"end":4301.5454,"sentiment":"neutral","sentiment_score":-0.03623041215663155},{"text":"Alright.","start":4305.9004,"end":4306.3804,"sentiment":"neutral","sentiment_score":0.04097485914826393}],"sentiment":"neutral","sentiment_score":-0.02918623120058328,"num_words":28,"start":4268.275,"end":4306.3804},{"sentences":[{"text":"On your...","start":4306.3804,"end":4306.94,"sentiment":"neutral","sentiment_score":0.015447679907083511},{"text":"On the connection type, you should be changing the connection.","start":4306.94,"end":4311.9004,"sentiment":"neutral","sentiment_score":0.02062413040548563},{"text":"The connection type must be labeled as Yes.","start":4311.9004,"end":4324.4854,"sentiment":"neutral","sentiment_score":0.02076017507351935},{"text":"Enter the...","start":4326.305,"end":4327.205,"sentiment":"neutral","sentiment_score":-0.0016540596261620522},{"text":"Yeah.","start":4327.9053,"end":4328.225,"sentiment":"neutral","sentiment_score":0.02383006177842617}],"sentiment":"neutral","sentiment_score":0.018423478564490444,"num_words":23,"start":4306.3804,"end":4328.225},{"sentences":[{"text":"And you've already entered the username that I provided to you and also the PPOE password?","start":4328.225,"end":4333.365,"sentiment":"neutral","sentiment_score":0.03998868691269308},{"text":"Alright.","start":4334.11,"end":4334.43,"sentiment":"neutral","sentiment_score":0.09926238656044006},{"text":"So if that's the case, then we've already progressed with the PPPoE settings.","start":4334.43,"end":4339.33,"sentiment":"neutral","sentiment_score":0.1148667550430848},{"text":"I will need to file a ticket for this one, Adam.","start":4339.87,"end":4342.51,"sentiment":"neutral","sentiment_score":0.050574460151520645},{"text":"So I will be needing you to send me some photos so that we can attach it one...","start":4342.51,"end":4346.53,"sentiment":"neutral","sentiment_score":0.03471698104921314}],"sentiment":"neutral","sentiment_score":0.057857184970782974,"num_words":59,"start":4328.225,"end":4346.53},{"sentences":[{"text":"To file a ticket.","start":4347.15,"end":4348.38,"sentiment":"neutral","sentiment_score":-0.06459052488207817},{"text":"Yes.","start":4353.885,"end":4354.285,"sentiment":"neutral","sentiment_score":-0.007898915559053421},{"text":"So I will need to file a ticket and have it sent to the network.","start":4354.285,"end":4358.065,"sentiment":"neutral","sentiment_score":-0.005895385270317396},{"text":"I do apologize for any inconvenience that may...","start":4372.46,"end":4375.02,"sentiment":"neutral","sentiment_score":-0.28540637996047735},{"text":"This Yeah.","start":4375.02,"end":4396.8496,"sentiment":"neutral","sentiment_score":-0.06755685247480869}],"sentiment":"neutral","sentiment_score":-0.09243521795918544,"num_words":30,"start":4347.15,"end":4396.8496},{"sentences":[{"text":"Because I I will need those photo or details on my end when I file a ticket.","start":4396.8496,"end":4401.9697,"sentiment":"neutral","sentiment_score":0.027256814215113136},{"text":"Complete information, miss Lee.","start":4401.9697,"end":4403.685,"sentiment":"neutral","sentiment_score":0.01407859125174582},{"text":"Yes.","start":4414.4053,"end":4414.9053,"sentiment":"neutral","sentiment_score":0.0794951319694519},{"text":"For this one, Adam, we'll be sending this request to the network so that you can be connected to your Internet right away.","start":4414.965,"end":4426.89,"sentiment":"neutral","sentiment_score":0.26171747335921164},{"text":"We've already checked on your settings...","start":4427.27,"end":4429.21,"sentiment":"neutral","sentiment_score":0.07972052445014317}],"sentiment":"neutral","sentiment_score":0.13915687005090363,"num_words":51,"start":4396.8496,"end":4429.21},{"sentences":[{"text":"I mean, router settings, and you are already logged in.","start":4429.43,"end":4432.47,"sentiment":"neutral","sentiment_score":0.029668740183115005},{"text":"And the next step now is to contact the network and have it investigated on their end.","start":4432.47,"end":4440.1753,"sentiment":"neutral","sentiment_score":0.008584518423851798},{"text":"We'll have to wait for their response when we file a ticket today.","start":4444.555,"end":4448.6553,"sentiment":"neutral","sentiment_score":-0.1433819538125625},{"text":"Please give them maximum forty eight hours, and then we we we will back...","start":4454.1,"end":4459.14,"sentiment":"neutral","sentiment_score":-0.07146179157176188},{"text":"Yeah.","start":4459.14,"end":4459.46,"sentiment":"neutral","sentiment_score":-0.001987319439649582}],"sentiment":"neutral","sentiment_score":-0.04406897429038178,"num_words":55,"start":4429.43,"end":4459.46},{"sentences":[{"text":"We'll back...","start":4459.46,"end":4460.02,"sentiment":"neutral","sentiment_score":-0.004848995944485068},{"text":"We'll be back to you on Monday to give you any update regarding with your Internet connection.","start":4460.02,"end":4465.415,"sentiment":"neutral","sentiment_score":0.10700036497677073},{"text":"Yeah.","start":4478.05,"end":4478.53,"sentiment":"neutral","sentiment_score":-0.013074062764644625},{"text":"To make this sorted out, I know time is running.","start":4478.53,"end":4482.63,"sentiment":"neutral","sentiment_score":-0.08682967089116574},{"text":"For me to fill a ticket as soon as possible before we end this call, I will need those photos from you, Adam.","start":4483.25,"end":4495.955,"sentiment":"neutral","sentiment_score":0.014630678717208944}],"sentiment":"neutral","sentiment_score":0.023857416066710116,"num_words":53,"start":4459.46,"end":4495.955},{"sentences":[{"text":"I'm sorry.","start":4504.31,"end":4504.95,"sentiment":"neutral","sentiment_score":-0.19047057628631592},{"text":"We normally don't send a technician, but, filing a ticket to the network.","start":4504.95,"end":4509.85,"sentiment":"neutral","sentiment_score":-0.1962575499828045},{"text":"I only have some...","start":4510.15,"end":4511.29,"sentiment":"neutral","sentiment_score":-0.14816560596227646},{"text":"I I only need some...","start":4511.43,"end":4512.87,"sentiment":"neutral","sentiment_score":-0.11619250029325486},{"text":"One, two, three photos, for me to file the ticket.","start":4512.87,"end":4517.85,"sentiment":"neutral","sentiment_score":-0.012071660161018372}],"sentiment":"neutral","sentiment_score":-0.12431267144925454,"num_words":34,"start":4504.31,"end":4517.85},{"sentences":[{"text":"So that's including the label on the back of your router, the NTD network connection from your router showing the cables are properly connected, and also the indicator lights.","start":4522.905,"end":4536.8203,"sentiment":"neutral","sentiment_score":0.05042431901755004},{"text":"So that's the only photo that I need from you for me to be able to sell a ticket to get this sorted and fixed for you on the network end.","start":4537.2803,"end":4548.915,"sentiment":"neutral","sentiment_score":0.08601595377249102},{"text":"Yeah.","start":4558.6553,"end":4558.975,"sentiment":"neutral","sentiment_score":-0.16447441279888153},{"text":"No worries.","start":4558.975,"end":4559.455,"sentiment":"neutral","sentiment_score":-0.03553702309727669},{"text":"Our network will...","start":4559.455,"end":4560.595,"sentiment":"neutral","sentiment_score":-0.04117093359430631}],"sentiment":"neutral","sentiment_score":0.057117250889088166,"num_words":66,"start":4522.905,"end":4560.595},{"sentences":[{"text":"Once we have an answer from the network, we'll get in touch with you as well.","start":4562.4697,"end":4566.57,"sentiment":"neutral","sentiment_score":0.06894457014277577},{"text":"For that one, I can also add that on my annotations when I file a ticket.","start":4574.545,"end":4582.945,"sentiment":"neutral","sentiment_score":0.06756134633906186},{"text":"If you will provide me a specific date or time when you experience the same scenario so that they can also look into their end as well.","start":4582.945,"end":4593.35,"sentiment":"neutral","sentiment_score":0.04442613613274363},{"text":"Sorry.","start":4611.385,"end":4611.705,"sentiment":"neutral","sentiment_score":-0.05125517398118973},{"text":"What's the number again?","start":4611.705,"end":4612.8447,"sentiment":"neutral","sentiment_score":-0.016035934444516897}],"sentiment":"neutral","sentiment_score":0.05106564730522223,"num_words":64,"start":4562.4697,"end":4612.8447},{"sentences":[{"text":"Hold on.","start":4626.9404,"end":4627.7603,"sentiment":"neutral","sentiment_score":-0.023972930386662483},{"text":"Yes.","start":4711.1,"end":4711.6,"sentiment":"neutral","sentiment_score":-0.03517645597457886},{"text":"Hold on.","start":4718.3,"end":4719.12,"sentiment":"neutral","sentiment_score":-0.014849453698843718},{"text":"Yes.","start":4760.84,"end":4761.1597,"sentiment":"neutral","sentiment_score":0.010246004909276962},{"text":"I'm still here.","start":4761.1597,"end":4761.8,"sentiment":"neutral","sentiment_score":0.015966448312004406}],"sentiment":"neutral","sentiment_score":-0.006075097144477897,"num_words":9,"start":4626.9404,"end":4761.8},{"sentences":[{"text":"Hold on.","start":4761.8,"end":4762.54,"sentiment":"neutral","sentiment_score":0.004016834776848555},{"text":"That's 0430403766044.","start":4771.575,"end":4782.695,"sentiment":"neutral","sentiment_score":0.004363039906820632},{"text":"And what...","start":4782.695,"end":4783.435,"sentiment":"neutral","sentiment_score":-0.012168745510280132},{"text":"And where did you get this number?","start":4784.215,"end":4786.075,"sentiment":"neutral","sentiment_score":-0.03845790241445814},{"text":"Were you able to enter your password?","start":4810.665,"end":4812.8447,"sentiment":"neutral","sentiment_score":-0.05384625893618379}],"sentiment":"neutral","sentiment_score":-0.03268534355538577,"num_words":20,"start":4761.8,"end":4812.8447},{"sentences":[{"text":"Mhmm.","start":4816.07,"end":4816.57,"sentiment":"neutral","sentiment_score":-0.003840989898890257},{"text":"I'm so sorry for that, Adam.","start":4825.11,"end":4826.63,"sentiment":"neutral","sentiment_score":-0.30600298941135406},{"text":"I actually relay on the documents or on your account that I have a...","start":4826.63,"end":4832.085,"sentiment":"neutral","sentiment_score":-0.11727130093744823},{"text":"An access with.","start":4832.085,"end":4833.225,"sentiment":"neutral","sentiment_score":-0.17490204423666},{"text":"Well, Adam, I really agree...","start":4862.1753,"end":4863.615,"sentiment":"neutral","sentiment_score":0.028094558417797087}],"sentiment":"neutral","sentiment_score":-0.13330656827973394,"num_words":29,"start":4816.07,"end":4863.615},{"sentences":[{"text":"I mean, I really understand where you're coming from.","start":4863.615,"end":4866.015,"sentiment":"neutral","sentiment_score":-0.03423819773726993},{"text":"So I just had a limited access in your...","start":4866.015,"end":4868.995,"sentiment":"neutral","sentiment_score":-0.1171885910961363},{"text":"On the system, so I had to exhaust.","start":4869.615,"end":4873.05,"sentiment":"neutral","sentiment_score":-0.1215057959780097},{"text":"No worries.","start":4879.21,"end":4879.77,"sentiment":"neutral","sentiment_score":0.12830303609371185},{"text":"I'll take note of that and making sure that I'll be able to have an access maximizing each and every one of the customer's account?","start":4879.77,"end":4887.955,"sentiment":"neutral","sentiment_score":0.09912203252315521}],"sentiment":"neutral","sentiment_score":0.0075428192064447225,"num_words":53,"start":4863.615,"end":4887.955},{"sentences":[{"text":"I'm sorry?","start":4890.815,"end":4891.5547,"sentiment":"neutral","sentiment_score":-0.17498420178890228},{"text":"Sure.","start":4900.175,"end":4900.5747,"sentiment":"neutral","sentiment_score":0.09876292198896408},{"text":"I'll talk with our accounting department and also regarding what happened with your EFT concern earlier.","start":4900.5747,"end":4909.2397,"sentiment":"neutral","sentiment_score":0.001965320436283946},{"text":"We're just making sure you're now connected with your Internet.","start":4915.46,"end":4918.245,"sentiment":"neutral","sentiment_score":0.14527300596237183},{"text":"Alright.","start":4922.865,"end":4923.365,"sentiment":"neutral","sentiment_score":0.07030424475669861}],"sentiment":"neutral","sentiment_score":0.043442464992403985,"num_words":30,"start":4890.815,"end":4923.365},{"sentences":[{"text":"Anything else I can help you with?","start":4923.723,"end":4925.183,"sentiment":"neutral","sentiment_score":0.15573205585990632},{"text":"Alright.","start":4927.723,"end":4928.223,"sentiment":"neutral","sentiment_score":0.258661150932312},{"text":"Thank you so much for your patience and time, Adam.","start":4928.603,"end":4931.503,"sentiment":"neutral","sentiment_score":0.31669027358293533}],"sentiment":"neutral","sentiment_score":0.25087157098783386,"num_words":18,"start":4923.723,"end":4931.503}]}}]},{"alternatives":[{"transcript":"Yeah. Hi. I've sent you an email, but I still haven't received a response. Adam. Correct. Yeah. And my wife spoke to someone yesterday, and they said to her, you can call back. She tried calling back and no answer. Sorry? What do you mean the error message? The the... It's not even coming up on my on my Wi Fi networks. It was it was on the other day after you... After... And then and then I... You guys took a payment. That's why this is so frustrating because, like I said to you, I'm currently experiencing financial hardship. My bank's blocked my business account, and I'm owed four weeks worth of wage that hasn't come in yet. And there's nothing I can do about it until ASIC Re registers my company. That's why I sent you an email saying I'm currently experiencing financial hardship. Then you guys went ahead and took a payment from my account anyway. And you can see that via email. Payment received on the August 31. And then on top of that, yesterday, the Internet just cut out randomly. No. That's not correct. I I have I have your I have your your email here. Payment received by Airtel. Dear Adam, your payment amount $79.95 was received on 08/30/2026. Thank you for using our services. And I've got the invoice, and I've got a receipt. Yeah. And it was direct debited from my account. Why why would I why would I transfer when I told you I'm going through financial hardship? Do you think I just forgot that I did something? It was two days ago. Do you think I forgot? Or three, whatever, five days ago. Do you think I transferred you in my sleep, and I didn't realize? I saw the money come out of my account. I was at the gym training. I have I have the direct debit in front of me right here. Do you want me to send you a screenshot of it? Yes. I do. It's the same card you guys pull money out of every single time, and I've used that same card to make payments in the past as well. What's your email? Mary... Marinel at ethel. That's why it was disappointing because it was only one day after I had informed you that I'm currently unable to pay, not because I have $0, but because I have to pay my rent. Otherwise, I'll get evicted, and rent is more important to me right now than Internet. And then one day later, you guys pull a payment from my account regardless of what I have told you. But, anyway, putting that aside, then I have the invoice in my email. You say? I just emailed that to you. Well, my No worries. No. It's your website. Yeah. Sent Sir sir... Okay. If that's the case, how did you guys pull the money out of my account? Am I being scammed? I don't understand why you're saying there's nothing on the account. So if that's the case, then how was that money taken out of my account? If... Yeah. But that means that means I sent the money to you. But I clearly just sent you a screenshot from my CommBank app that doesn't say it's a transfer. It's a utility direct debit for my card. Should I dispute the transaction? Should I dispute the transaction on ComBank then? I just... I'm just trying to understand. So are you telling me that that that amount wasn't I didn't I didn't get what you're saying that that wasn't you guys. What's, like, what's your... The point that you're trying to make? You guys didn't take that money out of my account, so then who did? I just sent... I sent you the screenshot. It would... If I if I sent the money via transfer, it would have said it was a transfer. It would have written on there fast transfer. It doesn't say transfer. I have other payments, the same thing. Anytime Fitness, my my my gym. It looks exactly the same. They take money out of my account the same way you do. Yes. Yeah. Hello? Yeah. But... Okay. Okay. I understand. But how how do you guys take money out of my account every month then? Can you explain that to me? Because you took a payment last month as well, July as well. August, every month you take payment. In July 1, you took a payment for a $100. June, you took a payment for 89 and 45. May, you took a payment for 45 and 89 and 45. So tell me how how is this possible without a card being on your system? Are you telling me there's a ghost making these transactions? Either way... Look look. Either way, it doesn't matter. The point is the Internet's still not working. So that's what I'm trying to understand. Why is the Internet not working? Yes. Correct. You just said that those those were direct debits. So how could that have been direct debits if there's no card in the system? But I sent you I sent you I sent you the screenshot with the card that's that's... That you guys used. It... Like, that's from the Commonwealth Bank app. It's not... I'm not making it up. It's not like I'm just saying... I'm just guessing. I'm showing you what the actual transaction was. Whatever's on your side of your system is wrong. That's what I'm trying to explain to you. This is from the bank. The bank is saying that it's not an EST payment. The bank is saying that it's a it's a it's a direct debit. That is on my card. That is from my card. That's what I'm trying to explain to you. And it's the same as every other month. It's not... It's no different to any other month. It's literally the exact same as as the month before that were taken out. Look. I'll show you this week in July. July eighth? No. No. It was May 19. Yeah. It literally says payment method direct debit on my account. What are you talking about? It says it says on my profile, it actually says on the profile, it's a direct debit, the payment method on my Airtel profile. I'll send it to... On the on the website in this conversation. There was something. You see that? That's a direct debit. It's not an EFT transfer. The bank shows that when it's a direct debit. Sorry? I sent... What do you mean? I sent... I just sent you I sent you the the the the screenshot from the bank. And look, that's from my Airtel account. It says payment method, direct debit. What do you mean how was I able to log in? I just logged in through a customer portal. Yeah. Sir, I'm so confused. So all those payments that you're telling me I've paid, you're saying what? They weren't real? Sorry. Where where do I check where do I check what you want me to check? Yep. Yes. I'm logged in. Where? No. No. I'm not. No. I'm not. Is this Airtel, or am I speaking to someone else? I'll just send you a screenshot so you can see for yourself. It literally says in the URL, portal.airtel.net.au. That's an unpaid invoice. Yep. And then what? It shows all the invoices that I've paid. That's the right amount. Thirtieth. Yeah. Thirtieth of the eighth. $79.95. Payment. Payment. Recurring invoice. I don't understand what's... What am I looking at? It looks the same. I'm sorry. I'm not understanding what you're talking about. Yes. Yes. I'm there now. I'm in that page. Just send you a screenshot there. Nothing. It just says total $79.95. Payment date, thirtieth of the eighth. It says... Yeah. It says EFT. So if that's the case, then should I just go and dispute all of these EFTs? Because I never paid these. There's one time invoices. Those are specifically spoke to someone on the phone who made those for me so I could finish paying off whatever was overdue at the time. But then there's a recurring invoice, and it says paid on the thirtieth thirtieth of the eighth. No. I don't call you to make the payment. It just comes out of my account every month. Yeah. Look at this. That's the payment that came out of my account on the thirtieth of the eighth. It usually says paid thirtieth of the eighth. And the status required. Yes. Exactly. August 30. So are you telling me I've been charged twice? Is that what you're trying to say? Then why is there two why is there two... The one on top of it says paid on... It says thirtieth of the eighth as well. So the recurring invoice, that's not... That wasn't paid. The... It says it was paid. Yeah. But the thing is I don't I I don't make the payments. They come out of my account. Listen. Listen. For me for me to make an EFT payment, right, I have to log in to the portal. I have to click pay by Worldline or pay by pay risk. I have to put in my card details, and I have to press pay. I didn't do that. I've never done that. I did that maybe three months ago when I was on the phone with someone else, a guy, and I spoke to him. And he said, I'll help you out with your overdue payments. He made them into one time invoices. That's why if you go down, it says there's multiple one time invoices. And those were the ones that I manually paid. I went and paid each one by EFT. Until later on, then they just became automatic again. So now I didn't pay anything. If I did, I would remember. It's not something you would forget. You wouldn't forget going grocery shopping and paying for groceries. It just doesn't make sense. So how are you telling me that this is an EFT? If that's the case, then I'll... I should go dispute it with with the bank, and every single one of these EFT payments, I'll ask them to refund. Okay. Okay. So what's the next step? Sorry? It doesn't actually show up. So if you ever... My wife spoke to yesterday, they said to her, turn it off for twenty minutes and then turn it back on. So when you called me, I turned it off. I'm turning it back on now. Let's see. Yeah. It's still not coming up. The actual network, it's not coming up on my Wi Fi. The network. It's flashing yellow or green or whatever. A yellow light. Now it's flashing red at the bottom. Yes. I called yesterday. No. Okay. It's red. It's it's fucking red. No. Correct. Yeah. Let me guess. I'm gonna restart it again. How long is this gonna take? Nothing nothing happened. It just randomly crashed. It stopped working. We called you guys. I don't know who... Maybe maybe Melissa. I don't know who was on the phone yesterday. She said... Or whoever was there said turn it off for twenty minutes and turn it back on, and it should be be good to go. And she said call me back once you once you've done it. If you have any problems, let me know. We turned it off for twenty minutes. We turned it back on. It still didn't work. We tried calling back, and it just kept going to voice mail. Where's the... Where's that guy that I usually speak to? There's usually a guy that I speak to. Yes. No. I told you it's just flashing red. We've gone over this now three times. We've said the same thing. Everything is plugged in. It's flashing red. It's not it's not working. I don't know what you want me to do. Do you want me to restart it? Well, clearly, that's what needs to happen because it's not working. Every time every time this happens, I call and the guy that I speak to tells me to restart it every single time. And this has happened before. This isn't the first time it happens. Isn't there someone else I can speak to? Any technician or someone? How many people work in this company? Is it just you and two people? Well, that's good. And you clearly don't know what you're talking about. I'm just reading a script. Yeah. Hello? I'm just gonna reset it. Yes. Because I already set it. I'm trying to get... What's the website called? The one that you're going into to fix the ship. One nine two dot one six eight dot one dot one. Sorry. What was that again? It's not loading. It is. It is. Yes. I know. It's not loading. I said that. Hold on. I did it. You... It was actually tape a link. You gave me the wrong URL. It was tapealinkwifi.net. What's the username and password? Sorry. So four, how many zeros? Yep. Yep. Yeah. And the past ones? Is it the one that I just made? Is it the one that I just made? Awesome. Yep. Yep. Yep. Yep. Hold on one second. It's still loading. Unable to connect back to this device. Please check your network connection and refresh this page. Yeah. I'm just gonna do it again. Okay. Alright. Let's see. Internet not connected. Please check if the LAN port is properly connected. Yes. It is. It's saying Internet not connected. So that means it must be something from your end because the modem is back to normal. It's flashing blue. The network is coming back up in my settings, but it just says there's no Internet connection. My router? Yeah. Isn't it 1230? Yeah. It's here. It's 0000463@airtel.net.au,Capitala, lowercase I r one two three zero four six three. Yeah. I got all the way to the end. I changed the the password and the the network name. And then when I get to the end...... Just... Yep. Yeah. But it's saying no Internet connection. It's saying no Internet connection. It's connected to the network, but it says no Internet connection. Yes. PPPO eight. Yeah. That's what I have already. Yes. Yes. Yes. So, yeah, basically, it's not gonna be fixed today. So what am I what am I paying for? I don't understand. You guys take a payment from me during a time where I've specifically said I'm having financial hardship. And then on top of that, the Internet's not working, and you told me there's nothing you can do about it. And to top it off, every single thing that we've gotten through at... Up to this point has only been the case because I've I've been the one that's said to you, let's restart it and do this. If I was... If I sat there listening to what you were telling me, I would still be checking the box right now looking at colors. I know what you need. I know what you need. My question to you is what am I paying for? Why have you taken a payment from my account if I'm not even receiving the service? And how long is that gonna take? And how long will that take? Forty eight hours. But I need my Internet to do my work. It's already been two days now. Don't you have a technician that you can send? Why is this happening? But I don't understand. But can I ask you why does this happen every couple of months? Who's this number for? 043763744. 0403763744. Oh my goodness. You gave me the wrong password. That's why it's not working. For fuck's sake. It's not 04. It's at 43663, whatever. That's why it's not working because you actually gave me the wrong password. It's nothing to do with the network. It's... You don't know how to do your job. Fuck's sake, bro. What an actual joke. Hello? Who's that number for? Hello? What do you mean? I just have it on my phone. I think I fixed it. I'm not sure. Alright. Hold on. Yeah. I fixed it because... You know why? Because you actually gave me the wrong password. I don't know. Okay. I I I know that I know that, but do you know how much of a joke that is considering this is a... It's a it's a telecom provider? Like, you guys have so many so many houses connected to Wi Fi, and we're all relying on a person that doesn't even know anything about Wi Fi. How does that make sense? I just don't understand. And, like, how is it that I, the customer, am the one that's figuring it out by myself, and you're just helping me a little. I know, but my point point is, what... You're the only person working. Wasn't there anyone else? Yeah. And and will you guys compensate me for this inconvenience? Will I be compensated to inconvenience? Yeah, please. Yes. No. Connect. That's all. Thank you. No. Thank you. 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Hi. I've sent you an email, but I still haven't received a response. Adam. Correct.\n\nYeah. And my wife spoke to someone yesterday, and they said to her, you can call back. She tried calling back and no answer. Sorry? What do you mean the error message?\n\nThe the... It's not even coming up on my on my Wi Fi networks. It was it was on the other day after you... After... And then and then I...\n\nYou guys took a payment. That's why this is so frustrating because, like I said to you, I'm currently experiencing financial hardship. My bank's blocked my business account, and I'm owed four weeks worth of wage that hasn't come in yet. And there's nothing I can do about it until ASIC Re registers my company. That's why I sent you an email saying I'm currently experiencing financial hardship.\n\nThen you guys went ahead and took a payment from my account anyway. And you can see that via email. Payment received on the August 31. And then on top of that, yesterday, the Internet just cut out randomly. No.\n\nThat's not correct. I I have I have your I have your your email here. Payment received by Airtel. Dear Adam, your payment amount $79.95 was received on 08/30/2026. Thank you for using our services.\n\nAnd I've got the invoice, and I've got a receipt. Yeah. And it was direct debited from my account. Why why would I why would I transfer when I told you I'm going through financial hardship? Do you think I just forgot that I did something?\n\nIt was two days ago. Do you think I forgot? Or three, whatever, five days ago. Do you think I transferred you in my sleep, and I didn't realize? I saw the money come out of my account.\n\nI was at the gym training. I have I have the direct debit in front of me right here. Do you want me to send you a screenshot of it? Yes. I do.\n\nIt's the same card you guys pull money out of every single time, and I've used that same card to make payments in the past as well. What's your email? Mary... Marinel at ethel. That's why it was disappointing because it was only one day after I had informed you that I'm currently unable to pay, not because I have $0, but because I have to pay my rent.\n\nOtherwise, I'll get evicted, and rent is more important to me right now than Internet. And then one day later, you guys pull a payment from my account regardless of what I have told you. But, anyway, putting that aside, then I have the invoice in my email. You say? I just emailed that to you.\n\nWell, my No worries. No. It's your website. Yeah. Sent Sir sir...\n\nOkay. If that's the case, how did you guys pull the money out of my account? Am I being scammed? I don't understand why you're saying there's nothing on the account. So if that's the case, then how was that money taken out of my account?\n\nIf... Yeah. But that means that means I sent the money to you. But I clearly just sent you a screenshot from my CommBank app that doesn't say it's a transfer. It's a utility direct debit for my card.\n\nShould I dispute the transaction? Should I dispute the transaction on ComBank then? I just... I'm just trying to understand. So are you telling me that that that amount wasn't I didn't I didn't get what you're saying that that wasn't you guys.\n\nWhat's, like, what's your... The point that you're trying to make? You guys didn't take that money out of my account, so then who did? I just sent... I sent you the screenshot.\n\nIt would... If I if I sent the money via transfer, it would have said it was a transfer. It would have written on there fast transfer. It doesn't say transfer. I have other payments, the same thing.\n\nAnytime Fitness, my my my gym. It looks exactly the same. They take money out of my account the same way you do. Yes. Yeah.\n\nHello? Yeah. But... Okay. Okay.\n\nI understand. But how how do you guys take money out of my account every month then? Can you explain that to me? Because you took a payment last month as well, July as well. August, every month you take payment.\n\nIn July 1, you took a payment for a $100. June, you took a payment for 89 and 45. May, you took a payment for 45 and 89 and 45. So tell me how how is this possible without a card being on your system? Are you telling me there's a ghost making these transactions?\n\nEither way... Look look. Either way, it doesn't matter. The point is the Internet's still not working. So that's what I'm trying to understand.\n\nWhy is the Internet not working? Yes. Correct. You just said that those those were direct debits. So how could that have been direct debits if there's no card in the system?\n\nBut I sent you I sent you I sent you the screenshot with the card that's that's... That you guys used. It... Like, that's from the Commonwealth Bank app. It's not...\n\nI'm not making it up. It's not like I'm just saying... I'm just guessing. I'm showing you what the actual transaction was. Whatever's on your side of your system is wrong.\n\nThat's what I'm trying to explain to you. This is from the bank. The bank is saying that it's not an EST payment. The bank is saying that it's a it's a it's a direct debit. That is on my card.\n\nThat is from my card. That's what I'm trying to explain to you. And it's the same as every other month. It's not... It's no different to any other month.\n\nIt's literally the exact same as as the month before that were taken out. Look. I'll show you this week in July. July eighth? No.\n\nNo. It was May 19. Yeah. It literally says payment method direct debit on my account. What are you talking about?\n\nIt says it says on my profile, it actually says on the profile, it's a direct debit, the payment method on my Airtel profile. I'll send it to... On the on the website in this conversation. There was something. You see that?\n\nThat's a direct debit. It's not an EFT transfer. The bank shows that when it's a direct debit. Sorry? I sent...\n\nWhat do you mean? I sent... I just sent you I sent you the the the the screenshot from the bank. And look, that's from my Airtel account. It says payment method, direct debit.\n\nWhat do you mean how was I able to log in? I just logged in through a customer portal. Yeah. Sir, I'm so confused. So all those payments that you're telling me I've paid, you're saying what?\n\nThey weren't real? Sorry. Where where do I check where do I check what you want me to check? Yep. Yes.\n\nI'm logged in. Where? No. No. I'm not.\n\nNo. I'm not. Is this Airtel, or am I speaking to someone else? I'll just send you a screenshot so you can see for yourself. It literally says in the URL, portal.airtel.net.au.\n\nThat's an unpaid invoice. Yep. And then what? It shows all the invoices that I've paid. That's the right amount.\n\nThirtieth. Yeah. Thirtieth of the eighth. $79.95. Payment.\n\nPayment. Recurring invoice. I don't understand what's... What am I looking at? It looks the same.\n\nI'm sorry. I'm not understanding what you're talking about. Yes. Yes. I'm there now.\n\nI'm in that page. Just send you a screenshot there. Nothing. It just says total $79.95. Payment date, thirtieth of the eighth.\n\nIt says... Yeah. It says EFT. So if that's the case, then should I just go and dispute all of these EFTs? Because I never paid these.\n\nThere's one time invoices. Those are specifically spoke to someone on the phone who made those for me so I could finish paying off whatever was overdue at the time. But then there's a recurring invoice, and it says paid on the thirtieth thirtieth of the eighth. No. I don't call you to make the payment.\n\nIt just comes out of my account every month. Yeah. Look at this. That's the payment that came out of my account on the thirtieth of the eighth. It usually says paid thirtieth of the eighth.\n\nAnd the status required. Yes. Exactly. August 30. So are you telling me I've been charged twice?\n\nIs that what you're trying to say? Then why is there two why is there two... The one on top of it says paid on... It says thirtieth of the eighth as well. So the recurring invoice, that's not...\n\nThat wasn't paid. The... It says it was paid. Yeah. But the thing is I don't I I don't make the payments.\n\nThey come out of my account. Listen. Listen. For me for me to make an EFT payment, right, I have to log in to the portal. I have to click pay by Worldline or pay by pay risk.\n\nI have to put in my card details, and I have to press pay. I didn't do that. I've never done that. I did that maybe three months ago when I was on the phone with someone else, a guy, and I spoke to him. And he said, I'll help you out with your overdue payments.\n\nHe made them into one time invoices. That's why if you go down, it says there's multiple one time invoices. And those were the ones that I manually paid. I went and paid each one by EFT. Until later on, then they just became automatic again.\n\nSo now I didn't pay anything. If I did, I would remember. It's not something you would forget. You wouldn't forget going grocery shopping and paying for groceries. It just doesn't make sense.\n\nSo how are you telling me that this is an EFT? If that's the case, then I'll... I should go dispute it with with the bank, and every single one of these EFT payments, I'll ask them to refund. Okay. Okay.\n\nSo what's the next step? Sorry? It doesn't actually show up. So if you ever... My wife spoke to yesterday, they said to her, turn it off for twenty minutes and then turn it back on.\n\nSo when you called me, I turned it off. I'm turning it back on now. Let's see. Yeah. It's still not coming up.\n\nThe actual network, it's not coming up on my Wi Fi. The network. It's flashing yellow or green or whatever. A yellow light. Now it's flashing red at the bottom.\n\nYes. I called yesterday. No. Okay. It's red.\n\nIt's it's fucking red. No. Correct. Yeah. Let me guess.\n\nI'm gonna restart it again. How long is this gonna take? Nothing nothing happened. It just randomly crashed. It stopped working.\n\nWe called you guys. I don't know who... Maybe maybe Melissa. I don't know who was on the phone yesterday. She said...\n\nOr whoever was there said turn it off for twenty minutes and turn it back on, and it should be be good to go. And she said call me back once you once you've done it. If you have any problems, let me know. We turned it off for twenty minutes. We turned it back on.\n\nIt still didn't work. We tried calling back, and it just kept going to voice mail. Where's the... Where's that guy that I usually speak to? There's usually a guy that I speak to.\n\nYes. No. I told you it's just flashing red. We've gone over this now three times. We've said the same thing.\n\nEverything is plugged in. It's flashing red. It's not it's not working. I don't know what you want me to do. Do you want me to restart it?\n\nWell, clearly, that's what needs to happen because it's not working. Every time every time this happens, I call and the guy that I speak to tells me to restart it every single time. And this has happened before. This isn't the first time it happens. Isn't there someone else I can speak to?\n\nAny technician or someone? How many people work in this company? Is it just you and two people? Well, that's good. And you clearly don't know what you're talking about.\n\nI'm just reading a script. Yeah. Hello? I'm just gonna reset it. Yes.\n\nBecause I already set it. I'm trying to get... What's the website called? The one that you're going into to fix the ship. One nine two dot one six eight dot one dot one.\n\nSorry. What was that again? It's not loading. It is. It is.\n\nYes. I know. It's not loading. I said that. Hold on.\n\nI did it. You... It was actually tape a link. You gave me the wrong URL. It was tapealinkwifi.net.\n\nWhat's the username and password? Sorry. So four, how many zeros? Yep. Yep.\n\nYeah. And the past ones? Is it the one that I just made? Is it the one that I just made? Awesome.\n\nYep. Yep. Yep. Yep. Hold on one second.\n\nIt's still loading. Unable to connect back to this device. Please check your network connection and refresh this page. Yeah. I'm just gonna do it again.\n\nOkay. Alright. Let's see. Internet not connected. Please check if the LAN port is properly connected.\n\nYes. It is. It's saying Internet not connected. So that means it must be something from your end because the modem is back to normal. It's flashing blue.\n\nThe network is coming back up in my settings, but it just says there's no Internet connection. My router? Yeah. Isn't it 1230? Yeah.\n\nIt's here. It's 0000463@airtel.net.au,Capitala, lowercase I r one two three zero four six three. Yeah. I got all the way to the end. I changed the the password and the the network name.\n\nAnd then when I get to the end...... Just... Yep. Yeah. But it's saying no Internet connection.\n\nIt's saying no Internet connection. It's connected to the network, but it says no Internet connection. Yes. PPPO eight. Yeah.\n\nThat's what I have already. Yes. Yes. Yes. So, yeah, basically, it's not gonna be fixed today.\n\nSo what am I what am I paying for? I don't understand. You guys take a payment from me during a time where I've specifically said I'm having financial hardship. And then on top of that, the Internet's not working, and you told me there's nothing you can do about it. And to top it off, every single thing that we've gotten through at...\n\nUp to this point has only been the case because I've I've been the one that's said to you, let's restart it and do this. If I was... If I sat there listening to what you were telling me, I would still be checking the box right now looking at colors. I know what you need. I know what you need.\n\nMy question to you is what am I paying for? Why have you taken a payment from my account if I'm not even receiving the service? And how long is that gonna take? And how long will that take? Forty eight hours.\n\nBut I need my Internet to do my work. It's already been two days now. Don't you have a technician that you can send? Why is this happening? But I don't understand.\n\nBut can I ask you why does this happen every couple of months? Who's this number for? 043763744. 0403763744. Oh my goodness.\n\nYou gave me the wrong password. That's why it's not working. For fuck's sake. It's not 04. It's at 43663, whatever.\n\nThat's why it's not working because you actually gave me the wrong password. It's nothing to do with the network. It's... You don't know how to do your job. Fuck's sake, bro.\n\nWhat an actual joke. Hello? Who's that number for? Hello? What do you mean?\n\nI just have it on my phone. I think I fixed it. I'm not sure. Alright. Hold on.\n\nYeah. I fixed it because... You know why? Because you actually gave me the wrong password. I don't know.\n\nOkay. I I I know that I know that, but do you know how much of a joke that is considering this is a... It's a it's a telecom provider? Like, you guys have so many so many houses connected to Wi Fi, and we're all relying on a person that doesn't even know anything about Wi Fi. How does that make sense?\n\nI just don't understand. And, like, how is it that I, the customer, am the one that's figuring it out by myself, and you're just helping me a little. I know, but my point point is, what... You're the only person working. Wasn't there anyone else?\n\nYeah. And and will you guys compensate me for this inconvenience? Will I be compensated to inconvenience? Yeah, please. Yes.\n\nNo. Connect. That's all. Thank you. No.\n\nThank you. Bye.","paragraphs":[{"sentences":[{"text":"Yeah.","start":6.3999996,"end":6.72,"sentiment":"neutral","sentiment_score":0.03222963958978653},{"text":"Hi.","start":6.72,"end":7.22,"sentiment":"neutral","sentiment_score":-0.023175226524472237},{"text":"I've sent you an email, but I still haven't received a response.","start":7.9199996,"end":10.82,"sentiment":"neutral","sentiment_score":-0.1932315155863762},{"text":"Adam.","start":14.88,"end":15.38,"sentiment":"neutral","sentiment_score":0.016125548630952835},{"text":"Correct.","start":38.3,"end":38.62,"sentiment":"neutral","sentiment_score":-0.042762719094753265}],"sentiment":"neutral","sentiment_score":-0.14602255902718753,"num_words":16,"start":6.3999996,"end":38.62},{"sentences":[{"text":"Yeah.","start":38.62,"end":39.12,"sentiment":"neutral","sentiment_score":-0.04522913321852684},{"text":"And my wife spoke to someone yesterday, and they said to her, you can call back.","start":39.82,"end":44.995,"sentiment":"neutral","sentiment_score":-0.14076572051271796},{"text":"She tried calling back and no answer.","start":44.995,"end":47.335,"sentiment":"neutral","sentiment_score":-0.31230853285108295},{"text":"Sorry?","start":92.03999,"end":92.53999,"sentiment":"neutral","sentiment_score":-0.0606401190161705},{"text":"What do you mean the error message?","start":100.67999,"end":102.299995,"sentiment":"neutral","sentiment_score":-0.07013677912099021}],"sentiment":"neutral","sentiment_score":-0.15735118638258427,"num_words":32,"start":38.62,"end":102.299995},{"sentences":[{"text":"The the...","start":105.055,"end":105.535,"sentiment":"neutral","sentiment_score":-0.0531829334795475},{"text":"It's not even coming up on my on my Wi Fi networks.","start":105.535,"end":108.83501,"sentiment":"neutral","sentiment_score":-0.21985169251759848},{"text":"It was it was on the other day after you...","start":132.355,"end":136.19499,"sentiment":"neutral","sentiment_score":-0.10138208791613579},{"text":"After...","start":136.19499,"end":136.69499,"sentiment":"neutral","sentiment_score":-0.041857700794935226},{"text":"And then and then I...","start":137.315,"end":139.25499,"sentiment":"neutral","sentiment_score":-0.06558329463005066}],"sentiment":"neutral","sentiment_score":-0.13760604100922744,"num_words":30,"start":105.055,"end":139.25499},{"sentences":[{"text":"You guys took a payment.","start":139.555,"end":140.935,"sentiment":"neutral","sentiment_score":-0.2521334022283554},{"text":"That's why this is so frustrating because, like I said to you, I'm currently experiencing financial hardship.","start":145.14,"end":152.34,"sentiment":"negative","sentiment_score":-0.5420914835789624},{"text":"My bank's blocked my business account, and I'm owed four weeks worth of wage that hasn't come in yet.","start":152.34,"end":160.095,"sentiment":"negative","sentiment_score":-0.5548305260507684},{"text":"And there's nothing I can do about it until ASIC Re registers my company.","start":160.095,"end":164.675,"sentiment":"negative","sentiment_score":-0.5440091086285455},{"text":"That's why I sent you an email saying I'm currently experiencing financial hardship.","start":165.215,"end":169.155,"sentiment":"negative","sentiment_score":-0.39839667081832886}],"sentiment":"negative","sentiment_score":-0.4972542127703919,"num_words":68,"start":139.555,"end":169.155},{"sentences":[{"text":"Then you guys went ahead and took a payment from my account anyway.","start":169.69499,"end":173.315,"sentiment":"neutral","sentiment_score":-0.32286793222794163},{"text":"And you can see that via email.","start":178.93001,"end":181.67001,"sentiment":"neutral","sentiment_score":-0.037529367953538895},{"text":"Payment received on the August 31.","start":184.77,"end":187.19,"sentiment":"neutral","sentiment_score":-0.012219042206803957},{"text":"And then on top of that, yesterday, the Internet just cut out randomly.","start":198.125,"end":202.545,"sentiment":"negative","sentiment_score":-0.35662442216506374},{"text":"No.","start":383.67,"end":383.83002,"sentiment":"negative","sentiment_score":-0.488067090511322}],"sentiment":"neutral","sentiment_score":-0.2414371881633997,"num_words":40,"start":169.69499,"end":383.83002},{"sentences":[{"text":"That's not correct.","start":383.83002,"end":384.89,"sentiment":"negative","sentiment_score":-0.5497367978096008},{"text":"I I have I have your I have your your email here.","start":387.775,"end":392.835,"sentiment":"neutral","sentiment_score":0.018477456799397867},{"text":"Payment received by Airtel.","start":393.055,"end":394.675,"sentiment":"neutral","sentiment_score":0.04105549678206444},{"text":"Dear Adam, your payment amount $79.95 was received on 08/30/2026.","start":394.735,"end":401.95,"sentiment":"neutral","sentiment_score":0.09064594581723213},{"text":"Thank you for using our services.","start":401.95,"end":403.49002,"sentiment":"positive","sentiment_score":0.5501619478066763}],"sentiment":"neutral","sentiment_score":0.08411920629441738,"num_words":35,"start":383.83002,"end":403.49002},{"sentences":[{"text":"And I've got the invoice, and I've got a receipt.","start":403.87003,"end":406.30002,"sentiment":"positive","sentiment_score":0.3344975560903549},{"text":"Yeah.","start":430.62997,"end":430.94998,"sentiment":"neutral","sentiment_score":0.014997808262705805},{"text":"And it was direct debited from my account.","start":430.94998,"end":433.61,"sentiment":"neutral","sentiment_score":-0.049601014237850904},{"text":"Why why would I why would I transfer when I told you I'm going through financial hardship?","start":440.22998,"end":445.70502,"sentiment":"negative","sentiment_score":-0.3954332584843916},{"text":"Do you think I just forgot that I did something?","start":445.845,"end":448.42502,"sentiment":"negative","sentiment_score":-0.3424321383237839}],"sentiment":"neutral","sentiment_score":-0.1561635113523706,"num_words":46,"start":403.87003,"end":448.42502},{"sentences":[{"text":"It was two days ago.","start":450.245,"end":451.365,"sentiment":"neutral","sentiment_score":-0.15963036119937896},{"text":"Do you think I forgot?","start":451.365,"end":452.505,"sentiment":"neutral","sentiment_score":-0.1806660145521164},{"text":"Or three, whatever, five days ago.","start":452.805,"end":454.745,"sentiment":"neutral","sentiment_score":-0.1787686049938202},{"text":"Do you think I transferred you in my sleep, and I didn't realize?","start":457.28,"end":460.58002,"sentiment":"neutral","sentiment_score":-0.27283391700341153},{"text":"I saw the money come out of my account.","start":461.6,"end":463.76,"sentiment":"neutral","sentiment_score":-0.24524571663803524}],"sentiment":"neutral","sentiment_score":-0.2244248915659754,"num_words":38,"start":450.245,"end":463.76},{"sentences":[{"text":"I was at the gym training.","start":463.76,"end":465.14,"sentiment":"neutral","sentiment_score":-0.0950063777466615},{"text":"I have I have the direct debit in front of me right here.","start":499.315,"end":502.755,"sentiment":"neutral","sentiment_score":0.03325438513778723},{"text":"Do you want me to send you a screenshot of it?","start":502.755,"end":505.095,"sentiment":"neutral","sentiment_score":-0.005388699641281908},{"text":"Yes.","start":514.95,"end":515.35,"sentiment":"neutral","sentiment_score":0.13081982731819153},{"text":"I do.","start":515.35,"end":516.01,"sentiment":"neutral","sentiment_score":0.19296590238809586}],"sentiment":"neutral","sentiment_score":0.009689232616713553,"num_words":33,"start":463.76,"end":516.01},{"sentences":[{"text":"It's the same card you guys pull money out of every single time, and I've used that same card to make payments in the past as well.","start":518.15,"end":526.635,"sentiment":"neutral","sentiment_score":0.2062854794440446},{"text":"What's your email?","start":543.93,"end":545.07,"sentiment":"neutral","sentiment_score":0.0006159188536306223},{"text":"Mary...","start":546.57,"end":547.07,"sentiment":"neutral","sentiment_score":0.0004681630525738001},{"text":"Marinel at ethel.","start":547.45,"end":548.91003,"sentiment":"neutral","sentiment_score":0.0004529454745352268},{"text":"That's why it was disappointing because it was only one day after I had informed you that I'm currently unable to pay, not because I have $0, but because I have to pay my rent.","start":562.305,"end":578.97003,"sentiment":"negative","sentiment_score":-0.514917425598417}],"sentiment":"neutral","sentiment_score":-0.18041633615823652,"num_words":69,"start":518.15,"end":578.97003},{"sentences":[{"text":"Otherwise, I'll get evicted, and rent is more important to me right now than Internet.","start":579.27,"end":584.17004,"sentiment":"negative","sentiment_score":-0.6396594921747843},{"text":"And then one day later, you guys pull a payment from my account regardless of what I have told you.","start":585.015,"end":592.29504,"sentiment":"negative","sentiment_score":-0.45039748698472976},{"text":"But, anyway, putting that aside, then I have the invoice in my email.","start":592.29504,"end":612.585,"sentiment":"neutral","sentiment_score":-0.04517837298604158},{"text":"You say?","start":620.98505,"end":621.645,"sentiment":"neutral","sentiment_score":0.008578288368880749},{"text":"I just emailed that to you.","start":635.77,"end":638.17004,"sentiment":"neutral","sentiment_score":0.04100347589701414}],"sentiment":"negative","sentiment_score":-0.3379818489109831,"num_words":56,"start":579.27,"end":638.17004},{"sentences":[{"text":"Well, my No worries.","start":638.17004,"end":664.39,"sentiment":"neutral","sentiment_score":0.03194666188210249},{"text":"No.","start":686.23004,"end":686.39,"sentiment":"neutral","sentiment_score":-0.08948389440774918},{"text":"It's your website.","start":686.39,"end":687.21,"sentiment":"neutral","sentiment_score":-0.07093152155478795},{"text":"Yeah.","start":784.57,"end":784.81,"sentiment":"neutral","sentiment_score":0.06479175388813019},{"text":"Sent Sir sir...","start":784.81,"end":807.9,"sentiment":"neutral","sentiment_score":-0.24118889371554056}],"sentiment":"neutral","sentiment_score":-0.06943889490018289,"num_words":12,"start":638.17004,"end":807.9},{"sentences":[{"text":"Okay.","start":807.9,"end":808.22003,"sentiment":"negative","sentiment_score":-0.4251865744590759},{"text":"If that's the case, how did you guys pull the money out of my account?","start":808.22003,"end":811.74,"sentiment":"negative","sentiment_score":-0.6751294493675232},{"text":"Am I being scammed?","start":811.74,"end":812.96,"sentiment":"negative","sentiment_score":-0.8142875880002975},{"text":"I don't understand why you're saying there's nothing on the account.","start":813.02,"end":816.635,"sentiment":"negative","sentiment_score":-0.6894726861606945},{"text":"So if that's the case, then how was that money taken out of my account?","start":816.695,"end":820.47504,"sentiment":"negative","sentiment_score":-0.5942579547564188}],"sentiment":"negative","sentiment_score":-0.6588553812192834,"num_words":46,"start":807.9,"end":820.47504},{"sentences":[{"text":"If...","start":830.55,"end":831.02997,"sentiment":"neutral","sentiment_score":-0.016550885513424873},{"text":"Yeah.","start":831.02997,"end":831.43,"sentiment":"neutral","sentiment_score":-0.015651574358344078},{"text":"But that means that means I sent the money to you.","start":831.43,"end":834.49,"sentiment":"neutral","sentiment_score":-0.09548135609789328},{"text":"But I clearly just sent you a screenshot from my CommBank app that doesn't say it's a transfer.","start":834.63,"end":839.37,"sentiment":"neutral","sentiment_score":-0.14225653641753727},{"text":"It's a utility direct debit for my card.","start":853.49,"end":856.47,"sentiment":"neutral","sentiment_score":0.011427892372012138}],"sentiment":"neutral","sentiment_score":-0.09106902290995304,"num_words":39,"start":830.55,"end":856.47},{"sentences":[{"text":"Should I dispute the transaction?","start":868.615,"end":870.15497,"sentiment":"neutral","sentiment_score":-0.08685111999511719},{"text":"Should I dispute the transaction on ComBank then?","start":871.015,"end":873.995,"sentiment":"neutral","sentiment_score":-0.07006488740444183},{"text":"I just...","start":925.41504,"end":925.815,"sentiment":"neutral","sentiment_score":0.31051233410835266},{"text":"I'm just trying to understand.","start":925.815,"end":927.195,"sentiment":"neutral","sentiment_score":0.09595602452754974},{"text":"So are you telling me that that that amount wasn't I didn't I didn't get what you're saying that that wasn't you guys.","start":927.255,"end":935.93,"sentiment":"negative","sentiment_score":-0.3808261661425881}],"sentiment":"neutral","sentiment_score":-0.2012319006892138,"num_words":43,"start":868.615,"end":935.93},{"sentences":[{"text":"What's, like, what's your...","start":935.93,"end":937.20996,"sentiment":"neutral","sentiment_score":-0.19082684442400932},{"text":"The point that you're trying to make?","start":937.20996,"end":938.83,"sentiment":"neutral","sentiment_score":-0.22927705092089518},{"text":"You guys didn't take that money out of my account, so then who did?","start":939.05,"end":942.35,"sentiment":"negative","sentiment_score":-0.458224002804075},{"text":"I just sent...","start":975.195,"end":976.155,"sentiment":"neutral","sentiment_score":0.03135700710117817},{"text":"I sent you the screenshot.","start":976.155,"end":977.53503,"sentiment":"neutral","sentiment_score":-0.013929862715303897}],"sentiment":"neutral","sentiment_score":-0.26542306259613146,"num_words":33,"start":935.93,"end":977.53503},{"sentences":[{"text":"It would...","start":977.67505,"end":978.315,"sentiment":"neutral","sentiment_score":-0.014234163332730532},{"text":"If I if I sent the money via transfer, it would have said it was a transfer.","start":978.315,"end":983.05505,"sentiment":"neutral","sentiment_score":-0.13614038334173315},{"text":"It would have written on there fast transfer.","start":988.79,"end":991.61,"sentiment":"neutral","sentiment_score":-0.10959819331765175},{"text":"It doesn't say transfer.","start":992.38995,"end":993.76996,"sentiment":"neutral","sentiment_score":-0.14423354715108871},{"text":"I have other payments, the same thing.","start":1003.26495,"end":1005.605,"sentiment":"neutral","sentiment_score":-0.07844066140907151}],"sentiment":"neutral","sentiment_score":-0.11435945285484195,"num_words":38,"start":977.67505,"end":1005.605},{"sentences":[{"text":"Anytime Fitness, my my my gym.","start":1005.82495,"end":1010.485,"sentiment":"neutral","sentiment_score":0.024277469764153164},{"text":"It looks exactly the same.","start":1010.625,"end":1012.305,"sentiment":"neutral","sentiment_score":-0.06208454519510269},{"text":"They take money out of my account the same way you do.","start":1012.305,"end":1015.045,"sentiment":"neutral","sentiment_score":-0.13075973962744078},{"text":"Yes.","start":1029.5549,"end":1030.0549,"sentiment":"neutral","sentiment_score":0.0752779096364975},{"text":"Yeah.","start":1139.975,"end":1140.215,"sentiment":"neutral","sentiment_score":0.1745692789554596}],"sentiment":"neutral","sentiment_score":-0.05936110377311707,"num_words":25,"start":1005.82495,"end":1140.215},{"sentences":[{"text":"Hello?","start":1140.215,"end":1140.715,"sentiment":"neutral","sentiment_score":0.09254488348960876},{"text":"Yeah.","start":1160.035,"end":1160.355,"sentiment":"neutral","sentiment_score":-0.03221995383501053},{"text":"But...","start":1160.355,"end":1160.855,"sentiment":"neutral","sentiment_score":-0.026738852262496948},{"text":"Okay.","start":1161.075,"end":1161.475,"sentiment":"neutral","sentiment_score":-0.0283599104732275},{"text":"Okay.","start":1161.475,"end":1161.875,"sentiment":"neutral","sentiment_score":-0.03343581035733223}],"sentiment":"neutral","sentiment_score":-0.005641928687691688,"num_words":5,"start":1140.215,"end":1161.875},{"sentences":[{"text":"I understand.","start":1161.875,"end":1162.515,"sentiment":"neutral","sentiment_score":-0.04841062054038048},{"text":"But how how do you guys take money out of my account every month then?","start":1162.515,"end":1166.035,"sentiment":"neutral","sentiment_score":-0.18195017625888188},{"text":"Can you explain that to me?","start":1166.035,"end":1167.575,"sentiment":"neutral","sentiment_score":-0.08835404862960179},{"text":"Because you took a payment last month as well, July as well.","start":1172.25,"end":1176.09,"sentiment":"neutral","sentiment_score":-0.02170100420092543},{"text":"August, every month you take payment.","start":1176.09,"end":1178.19,"sentiment":"neutral","sentiment_score":-0.02348599551866452}],"sentiment":"neutral","sentiment_score":-0.09164698049426079,"num_words":41,"start":1161.875,"end":1178.19},{"sentences":[{"text":"In July 1, you took a payment for a $100.","start":1178.41,"end":1181.23,"sentiment":"neutral","sentiment_score":-0.02610002923756838},{"text":"June, you took a payment for 89 and 45.","start":1181.53,"end":1185.245,"sentiment":"neutral","sentiment_score":-0.03778161874247922},{"text":"May, you took a payment for 45 and 89 and 45.","start":1186.425,"end":1191.165,"sentiment":"neutral","sentiment_score":-0.04150851951404051},{"text":"So tell me how how is this possible without a card being on your system?","start":1191.545,"end":1195.4651,"sentiment":"neutral","sentiment_score":-0.13055142611265183},{"text":"Are you telling me there's a ghost making these transactions?","start":1195.4651,"end":1198.285,"sentiment":"neutral","sentiment_score":-0.269700875878334}],"sentiment":"neutral","sentiment_score":-0.10387106774882837,"num_words":55,"start":1178.41,"end":1198.285},{"sentences":[{"text":"Either way...","start":1204.95,"end":1205.51,"sentiment":"neutral","sentiment_score":-0.028523962013423443},{"text":"Look look.","start":1205.51,"end":1206.07,"sentiment":"neutral","sentiment_score":-0.04073319025337696},{"text":"Either way, it doesn't matter.","start":1206.07,"end":1207.27,"sentiment":"neutral","sentiment_score":-0.1441007912158966},{"text":"The point is the Internet's still not working.","start":1207.27,"end":1209.51,"sentiment":"negative","sentiment_score":-0.4894234277307987},{"text":"So that's what I'm trying to understand.","start":1209.51,"end":1210.95,"sentiment":"neutral","sentiment_score":-0.2432127935545785}],"sentiment":"neutral","sentiment_score":-0.26987063488923013,"num_words":24,"start":1204.95,"end":1210.95},{"sentences":[{"text":"Why is the Internet not working?","start":1210.95,"end":1212.57,"sentiment":"neutral","sentiment_score":-0.3243122299512227},{"text":"Yes.","start":1357.0751,"end":1357.475,"sentiment":"neutral","sentiment_score":-0.009345421567559242},{"text":"Correct.","start":1357.475,"end":1357.975,"sentiment":"neutral","sentiment_score":0.01962239295244217},{"text":"You just said that those those were direct debits.","start":1377.795,"end":1380.435,"sentiment":"neutral","sentiment_score":-0.265296146273613},{"text":"So how could that have been direct debits if there's no card in the system?","start":1380.435,"end":1384.215,"sentiment":"neutral","sentiment_score":-0.30108327269554136}],"sentiment":"neutral","sentiment_score":-0.27623471297556534,"num_words":32,"start":1210.95,"end":1384.215},{"sentences":[{"text":"But I sent you I sent you I sent you the screenshot with the card that's that's...","start":1395.7999,"end":1401.0,"sentiment":"neutral","sentiment_score":-0.08578854536308962},{"text":"That you guys used.","start":1401.0,"end":1402.38,"sentiment":"neutral","sentiment_score":-0.14510377496480942},{"text":"It...","start":1403.435,"end":1403.935,"sentiment":"neutral","sentiment_score":-0.10132302343845367},{"text":"Like, that's from the Commonwealth Bank app.","start":1404.155,"end":1406.075,"sentiment":"neutral","sentiment_score":-0.17272722933973586},{"text":"It's not...","start":1406.075,"end":1406.475,"sentiment":"neutral","sentiment_score":-0.30006662011146545}],"sentiment":"neutral","sentiment_score":-0.12739894322810635,"num_words":31,"start":1395.7999,"end":1406.475},{"sentences":[{"text":"I'm not making it up.","start":1406.475,"end":1407.675,"sentiment":"negative","sentiment_score":-0.39394869208335875},{"text":"It's not like I'm just saying...","start":1407.675,"end":1409.115,"sentiment":"neutral","sentiment_score":-0.2893172577023506},{"text":"I'm just guessing.","start":1409.115,"end":1410.075,"sentiment":"neutral","sentiment_score":-0.2318171113729477},{"text":"I'm showing you what the actual transaction was.","start":1410.075,"end":1413.935,"sentiment":"neutral","sentiment_score":-0.18095144163817167},{"text":"Whatever's on your side of your system is wrong.","start":1414.315,"end":1416.975,"sentiment":"negative","sentiment_score":-0.42253194252649945}],"sentiment":"neutral","sentiment_score":-0.31133862440624543,"num_words":31,"start":1406.475,"end":1416.975},{"sentences":[{"text":"That's what I'm trying to explain to you.","start":1417.1,"end":1418.62,"sentiment":"neutral","sentiment_score":-0.24395262636244297},{"text":"This is from the bank.","start":1418.62,"end":1419.92,"sentiment":"neutral","sentiment_score":-0.17269109785556794},{"text":"The bank is saying that it's not an EST payment.","start":1422.38,"end":1425.26,"sentiment":"neutral","sentiment_score":-0.22221578955650328},{"text":"The bank is saying that it's a it's a it's a direct debit.","start":1425.26,"end":1432.3049,"sentiment":"neutral","sentiment_score":-0.20736174743909103},{"text":"That is on my card.","start":1445.41,"end":1446.45,"sentiment":"neutral","sentiment_score":-0.05608397349715233}],"sentiment":"neutral","sentiment_score":-0.19544773121796002,"num_words":41,"start":1417.1,"end":1446.45},{"sentences":[{"text":"That is from my card.","start":1446.45,"end":1447.75,"sentiment":"neutral","sentiment_score":-0.0677918441593647},{"text":"That's what I'm trying to explain to you.","start":1449.01,"end":1450.61,"sentiment":"neutral","sentiment_score":-0.015831180848181248},{"text":"And it's the same as every other month.","start":1450.61,"end":1452.45,"sentiment":"neutral","sentiment_score":-0.018706861650571227},{"text":"It's not...","start":1452.45,"end":1452.93,"sentiment":"neutral","sentiment_score":-0.0697014071047306},{"text":"It's no different to any other month.","start":1452.93,"end":1454.95,"sentiment":"neutral","sentiment_score":-0.046671158501080105}],"sentiment":"neutral","sentiment_score":-0.03604548281679551,"num_words":30,"start":1446.45,"end":1454.95},{"sentences":[{"text":"It's literally the exact same as as the month before that were taken out.","start":1457.495,"end":1461.915,"sentiment":"neutral","sentiment_score":0.05036690831184387},{"text":"Look.","start":1474.8501,"end":1475.01,"sentiment":"neutral","sentiment_score":0.13764062523841858},{"text":"I'll show you this week in July.","start":1475.01,"end":1478.63,"sentiment":"neutral","sentiment_score":0.09874871798924037},{"text":"July eighth?","start":1485.9701,"end":1486.905,"sentiment":"neutral","sentiment_score":0.06940505420789123},{"text":"No.","start":1488.905,"end":1489.0651,"sentiment":"neutral","sentiment_score":-0.1101640909910202}],"sentiment":"neutral","sentiment_score":0.06250657539814711,"num_words":25,"start":1457.495,"end":1489.0651},{"sentences":[{"text":"No.","start":1489.0651,"end":1489.545,"sentiment":"neutral","sentiment_score":-0.11535226553678513},{"text":"It was May 19.","start":1489.545,"end":1491.165,"sentiment":"neutral","sentiment_score":-0.04342422401532531},{"text":"Yeah.","start":1495.625,"end":1496.125,"sentiment":"neutral","sentiment_score":-0.015715263783931732},{"text":"It literally says payment method direct debit on my account.","start":1531.6,"end":1535.46,"sentiment":"neutral","sentiment_score":-0.10674410313367844},{"text":"What are you talking about?","start":1549.055,"end":1550.495,"sentiment":"neutral","sentiment_score":-0.06118614450097084}],"sentiment":"neutral","sentiment_score":-0.07991124662969794,"num_words":21,"start":1489.0651,"end":1550.495},{"sentences":[{"text":"It says it says on my profile, it actually says on the profile, it's a direct debit, the payment method on my Airtel profile.","start":1550.495,"end":1560.5499,"sentiment":"neutral","sentiment_score":-0.02000126987695694},{"text":"I'll send it to...","start":1606.81,"end":1608.01,"sentiment":"neutral","sentiment_score":0.006451587192714214},{"text":"On the on the website in this conversation.","start":1608.01,"end":1610.8301,"sentiment":"neutral","sentiment_score":0.009367160964757204},{"text":"There was something.","start":1672.8501,"end":1673.8301,"sentiment":"neutral","sentiment_score":-0.07223878552516301},{"text":"You see that?","start":1690.855,"end":1691.495,"sentiment":"neutral","sentiment_score":-0.07252064223090808}],"sentiment":"neutral","sentiment_score":-0.01937059818633965,"num_words":42,"start":1550.495,"end":1691.495},{"sentences":[{"text":"That's a direct debit.","start":1691.495,"end":1693.355,"sentiment":"neutral","sentiment_score":-0.24812063202261925},{"text":"It's not an EFT transfer.","start":1693.895,"end":1695.595,"sentiment":"neutral","sentiment_score":-0.23457836210727692},{"text":"The bank shows that when it's a direct debit.","start":1709.8251,"end":1712.885,"sentiment":"neutral","sentiment_score":0.039482495850986905},{"text":"Sorry?","start":1725.2999,"end":1725.7999,"sentiment":"neutral","sentiment_score":-0.05285613611340523},{"text":"I sent...","start":1728.1,"end":1728.74,"sentiment":"neutral","sentiment_score":-0.021197919733822346}],"sentiment":"neutral","sentiment_score":-0.09072780245471568,"num_words":21,"start":1691.495,"end":1728.74},{"sentences":[{"text":"What do you mean?","start":1728.74,"end":1729.2999,"sentiment":"neutral","sentiment_score":-0.05801601707935333},{"text":"I sent...","start":1729.2999,"end":1729.7799,"sentiment":"neutral","sentiment_score":-0.04185900837182999},{"text":"I just sent you I sent you the the the the screenshot from the bank.","start":1729.7799,"end":1734.1799,"sentiment":"neutral","sentiment_score":-0.008353181431690853},{"text":"And look, that's from my Airtel account.","start":1734.1799,"end":1737.7949,"sentiment":"neutral","sentiment_score":0.026203096711209843},{"text":"It says payment method, direct debit.","start":1737.7949,"end":1739.895,"sentiment":"neutral","sentiment_score":0.0154839971413215}],"sentiment":"neutral","sentiment_score":-0.004845710197354064,"num_words":34,"start":1728.74,"end":1739.895},{"sentences":[{"text":"What do you mean how was I able to log in?","start":1747.635,"end":1749.635,"sentiment":"neutral","sentiment_score":0.012773122553798285},{"text":"I just logged in through a customer portal.","start":1749.635,"end":1752.215,"sentiment":"neutral","sentiment_score":0.073827198240906},{"text":"Yeah.","start":1779.035,"end":1779.535,"sentiment":"neutral","sentiment_score":0.03739308193325997},{"text":"Sir, I'm so confused.","start":1828.065,"end":1829.205,"sentiment":"negative","sentiment_score":-0.6485900729894638},{"text":"So all those payments that you're telling me I've paid, you're saying what?","start":1829.265,"end":1833.2849,"sentiment":"negative","sentiment_score":-0.5016598334679236}],"sentiment":"neutral","sentiment_score":-0.22560603002942092,"num_words":37,"start":1747.635,"end":1833.2849},{"sentences":[{"text":"They weren't real?","start":1833.345,"end":1834.405,"sentiment":"negative","sentiment_score":-0.46184849739074707},{"text":"Sorry.","start":1869.72,"end":1870.0399,"sentiment":"neutral","sentiment_score":-0.11912719905376434},{"text":"Where where do I check where do I check what you want me to check?","start":1870.0399,"end":1872.975,"sentiment":"neutral","sentiment_score":-0.07700667182604472},{"text":"Yep.","start":1882.4149,"end":1882.9149,"sentiment":"neutral","sentiment_score":0.04959280416369438},{"text":"Yes.","start":1889.0399,"end":1889.44,"sentiment":"neutral","sentiment_score":0.06490949541330338}],"sentiment":"neutral","sentiment_score":-0.12120335566855613,"num_words":21,"start":1833.345,"end":1889.44},{"sentences":[{"text":"I'm logged in.","start":1889.44,"end":1890.4199,"sentiment":"neutral","sentiment_score":0.06543232748905818},{"text":"Where?","start":1902.585,"end":1903.085,"sentiment":"neutral","sentiment_score":-0.013586802408099174},{"text":"No.","start":1908.025,"end":1908.525,"sentiment":"neutral","sentiment_score":-0.240983247756958},{"text":"No.","start":1908.985,"end":1909.305,"sentiment":"neutral","sentiment_score":-0.287327378988266},{"text":"I'm 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portal.airtel.net.au.","start":1928.52,"end":1933.415,"sentiment":"neutral","sentiment_score":-0.04226480211530413}],"sentiment":"neutral","sentiment_score":-0.04219788208138198,"num_words":32,"start":1910.665,"end":1933.415},{"sentences":[{"text":"That's an unpaid invoice.","start":1933.475,"end":1934.935,"sentiment":"neutral","sentiment_score":-0.2962926849722862},{"text":"Yep.","start":1948.9099,"end":1949.4099,"sentiment":"neutral","sentiment_score":-0.001594713656231761},{"text":"And then what?","start":1949.47,"end":1950.45,"sentiment":"neutral","sentiment_score":-0.027324536194403965},{"text":"It shows all the invoices that I've paid.","start":1956.6699,"end":1959.135,"sentiment":"neutral","sentiment_score":-0.0380094014108181},{"text":"That's the right amount.","start":1974.13,"end":1975.35,"sentiment":"neutral","sentiment_score":0.06251352932304144}],"sentiment":"neutral","sentiment_score":-0.06613800780614838,"num_words":20,"start":1933.475,"end":1975.35},{"sentences":[{"text":"Thirtieth.","start":1975.57,"end":1976.07,"sentiment":"neutral","sentiment_score":0.03362583369016647},{"text":"Yeah.","start":1977.01,"end":1977.4099,"sentiment":"neutral","sentiment_score":0.029913078993558884},{"text":"Thirtieth of the eighth.","start":1977.4099,"end":1978.87,"sentiment":"neutral","sentiment_score":0.013435745611786842},{"text":"$79.95.","start":1981.1699,"end":1982.7899,"sentiment":"neutral","sentiment_score":0.004456219729036093},{"text":"Payment.","start":1992.085,"end":1992.585,"sentiment":"neutral","sentiment_score":-0.03827632963657379}],"sentiment":"neutral","sentiment_score":0.010432723152916878,"num_words":8,"start":1975.57,"end":1992.585},{"sentences":[{"text":"Payment.","start":1993.045,"end":1993.545,"sentiment":"neutral","sentiment_score":-0.08112810552120209},{"text":"Recurring invoice.","start":1993.925,"end":1995.065,"sentiment":"neutral","sentiment_score":-0.13442014902830124},{"text":"I don't understand what's...","start":1997.525,"end":1999.145,"sentiment":"negative","sentiment_score":-0.3609984517097473},{"text":"What am I looking at?","start":1999.285,"end":2000.585,"sentiment":"neutral","sentiment_score":-0.12377792298793792},{"text":"It looks the 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page.","start":2104.0552,"end":2105.355,"sentiment":"neutral","sentiment_score":-0.013699037721380591},{"text":"Just send you a screenshot there.","start":2116.21,"end":2118.23,"sentiment":"neutral","sentiment_score":0.06160673374931017},{"text":"Nothing.","start":2160.63,"end":2161.03,"sentiment":"neutral","sentiment_score":-0.10024761408567429},{"text":"It just says total $79.95.","start":2161.03,"end":2163.51,"sentiment":"neutral","sentiment_score":-0.07428730204701424},{"text":"Payment date, thirtieth of the eighth.","start":2163.51,"end":2165.6099,"sentiment":"neutral","sentiment_score":-0.011163402503977219}],"sentiment":"neutral","sentiment_score":-0.010173649442466822,"num_words":22,"start":2104.0552,"end":2165.6099},{"sentences":[{"text":"It says...","start":2183.765,"end":2184.405,"sentiment":"neutral","sentiment_score":-0.024441847577691078},{"text":"Yeah.","start":2184.405,"end":2184.645,"sentiment":"neutral","sentiment_score":-0.04276987165212631},{"text":"It says EFT.","start":2184.645,"end":2185.785,"sentiment":"neutral","sentiment_score":-0.05909207587440809},{"text":"So if that's the case, then should I just go and dispute all of these EFTs?","start":2188.4001,"end":2192.6602,"sentiment":"neutral","sentiment_score":-0.15811581071466208},{"text":"Because I never paid these.","start":2192.8,"end":2194.26,"sentiment":"negative","sentiment_score":-0.3960936188697815}],"sentiment":"neutral","sentiment_score":-0.17700929111904568,"num_words":27,"start":2183.765,"end":2194.26},{"sentences":[{"text":"There's one time invoices.","start":2199.2002,"end":2200.9001,"sentiment":"neutral","sentiment_score":-0.2777924984693527},{"text":"Those are specifically spoke to someone on the phone who made those for me so I could finish paying off whatever was overdue at the time.","start":2201.545,"end":2209.405,"sentiment":"neutral","sentiment_score":-0.2516103352491672},{"text":"But then there's a recurring invoice, and it says paid on the thirtieth thirtieth of the eighth.","start":2210.825,"end":2216.1,"sentiment":"neutral","sentiment_score":-0.15492104695123785},{"text":"No.","start":2225.78,"end":2226.02,"sentiment":"negative","sentiment_score":-0.478776216506958},{"text":"I don't call you to make the payment.","start":2226.02,"end":2227.7202,"sentiment":"negative","sentiment_score":-0.4658544287085533}],"sentiment":"neutral","sentiment_score":-0.2587912170482533,"num_words":56,"start":2199.2002,"end":2227.7202},{"sentences":[{"text":"It just comes out of my account every month.","start":2227.78,"end":2229.885,"sentiment":"neutral","sentiment_score":-0.33233794901106095},{"text":"Yeah.","start":2249.06,"end":2249.38,"sentiment":"neutral","sentiment_score":0.07144153118133545},{"text":"Look at this.","start":2249.38,"end":2250.2,"sentiment":"neutral","sentiment_score":0.0692311426003774},{"text":"That's the payment that came out of my account on the thirtieth of the eighth.","start":2260.9648,"end":2265.525,"sentiment":"neutral","sentiment_score":0.11218783259391785},{"text":"It usually says paid thirtieth of the eighth.","start":2265.525,"end":2268.025,"sentiment":"neutral","sentiment_score":0.04606707952916622}],"sentiment":"neutral","sentiment_score":-0.0183486793604162,"num_words":36,"start":2227.78,"end":2268.025},{"sentences":[{"text":"And the status required.","start":2275.7002,"end":2277.0,"sentiment":"neutral","sentiment_score":0.0037983341608196497},{"text":"Yes.","start":2303.67,"end":2304.17,"sentiment":"neutral","sentiment_score":0.03429077938199043},{"text":"Exactly.","start":2304.23,"end":2304.73,"sentiment":"neutral","sentiment_score":0.02247786521911621},{"text":"August 30.","start":2304.87,"end":2305.77,"sentiment":"neutral","sentiment_score":0.012502340134233236},{"text":"So are you telling me I've been charged twice?","start":2309.025,"end":2311.505,"sentiment":"neutral","sentiment_score":-0.261175226006243}],"sentiment":"neutral","sentiment_score":-0.13256531603196087,"num_words":17,"start":2275.7002,"end":2311.505},{"sentences":[{"text":"Is that what you're trying to say?","start":2311.505,"end":2312.885,"sentiment":"neutral","sentiment_score":-0.2172176092863083},{"text":"Then why is there two why is there two...","start":2316.4648,"end":2318.9648,"sentiment":"neutral","sentiment_score":-0.21140053702725303},{"text":"The one on top of it says paid on...","start":2321.3,"end":2328.34,"sentiment":"neutral","sentiment_score":-0.0667010032468372},{"text":"It says thirtieth of the eighth as well.","start":2328.34,"end":2331.56,"sentiment":"neutral","sentiment_score":-0.061436822172254324},{"text":"So the recurring invoice, that's not...","start":2349.53,"end":2354.75,"sentiment":"neutral","sentiment_score":-0.1491764634847641}],"sentiment":"neutral","sentiment_score":-0.13871770476301512,"num_words":39,"start":2311.505,"end":2354.75},{"sentences":[{"text":"That wasn't paid.","start":2354.97,"end":2355.93,"sentiment":"neutral","sentiment_score":-0.23991088569164276},{"text":"The...","start":2355.93,"end":2356.17,"sentiment":"neutral","sentiment_score":-0.12329257279634476},{"text":"It says it was paid.","start":2356.17,"end":2357.47,"sentiment":"neutral","sentiment_score":-0.09015833288431167},{"text":"Yeah.","start":2393.835,"end":2394.075,"sentiment":"neutral","sentiment_score":-0.009998226538300514},{"text":"But the thing is I don't I I don't make the payments.","start":2394.075,"end":2397.115,"sentiment":"neutral","sentiment_score":-0.3189278108378251}],"sentiment":"neutral","sentiment_score":-0.23322494776750152,"num_words":22,"start":2354.97,"end":2397.115},{"sentences":[{"text":"They come out of my account.","start":2397.115,"end":2398.575,"sentiment":"negative","sentiment_score":-0.3714830130338669},{"text":"Listen.","start":2405.65,"end":2405.97,"sentiment":"neutral","sentiment_score":0.0025072190910577774},{"text":"Listen.","start":2405.97,"end":2406.45,"sentiment":"neutral","sentiment_score":0.0007327627390623093},{"text":"For me for me to make an EFT payment, right, I have to log in to the portal.","start":2406.45,"end":2411.27,"sentiment":"neutral","sentiment_score":-0.04756735736090276},{"text":"I have to click pay by Worldline or pay by pay risk.","start":2411.49,"end":2415.01,"sentiment":"neutral","sentiment_score":-0.02590076361472408}],"sentiment":"neutral","sentiment_score":-0.08928104453279,"num_words":38,"start":2397.115,"end":2415.01},{"sentences":[{"text":"I have to put in my card details, and I have to press pay.","start":2415.01,"end":2417.97,"sentiment":"neutral","sentiment_score":-0.053822342572467666},{"text":"I didn't do that.","start":2417.97,"end":2419.01,"sentiment":"neutral","sentiment_score":-0.24812182039022446},{"text":"I've never done that.","start":2419.01,"end":2420.115,"sentiment":"neutral","sentiment_score":-0.2778696268796921},{"text":"I did that maybe three months ago when I was on the phone with someone else, a guy, and I spoke to him.","start":2420.195,"end":2426.195,"sentiment":"neutral","sentiment_score":-0.1644840104424435},{"text":"And he said, I'll help you out with your overdue payments.","start":2426.195,"end":2429.255,"sentiment":"neutral","sentiment_score":-0.05569012463092804}],"sentiment":"neutral","sentiment_score":-0.1295214677894754,"num_words":56,"start":2415.01,"end":2429.255},{"sentences":[{"text":"He made them into one time invoices.","start":2429.395,"end":2431.255,"sentiment":"neutral","sentiment_score":-0.19317827267306192},{"text":"That's why if you go down, it says there's multiple one time invoices.","start":2431.315,"end":2434.375,"sentiment":"neutral","sentiment_score":-0.19836566769159758},{"text":"And those were the ones that I manually paid.","start":2435.1,"end":2437.6602,"sentiment":"neutral","sentiment_score":-0.21198357972833845},{"text":"I went and paid each one by EFT.","start":2437.6602,"end":2440.4802,"sentiment":"neutral","sentiment_score":-0.10168530233204365},{"text":"Until later on, then they just became automatic again.","start":2441.1,"end":2444.4001,"sentiment":"neutral","sentiment_score":-0.1609585401084688}],"sentiment":"neutral","sentiment_score":-0.17610789317151773,"num_words":46,"start":2429.395,"end":2444.4001},{"sentences":[{"text":"So now I didn't pay anything.","start":2445.34,"end":2447.28,"sentiment":"neutral","sentiment_score":-0.3325347900390625},{"text":"If I did, I would remember.","start":2447.715,"end":2449.715,"sentiment":"neutral","sentiment_score":-0.17660824209451675},{"text":"It's not something you would forget.","start":2449.715,"end":2451.0752,"sentiment":"neutral","sentiment_score":-0.22398473570744196},{"text":"You wouldn't forget going grocery shopping and paying for groceries.","start":2451.0752,"end":2454.215,"sentiment":"neutral","sentiment_score":-0.2682002916932106},{"text":"It just doesn't make sense.","start":2454.675,"end":2456.0552,"sentiment":"negative","sentiment_score":-0.502908980846405}],"sentiment":"neutral","sentiment_score":-0.29076710388515936,"num_words":33,"start":2445.34,"end":2456.0552},{"sentences":[{"text":"So how are you telling me that this is an EFT?","start":2457.0752,"end":2459.5552,"sentiment":"negative","sentiment_score":-0.36477683213624085},{"text":"If that's the case, then I'll...","start":2459.5552,"end":2460.8352,"sentiment":"negative","sentiment_score":-0.45849637190500897},{"text":"I should go dispute it with with the bank, and every single one of these EFT payments, I'll ask them to refund.","start":2460.8352,"end":2466.86,"sentiment":"negative","sentiment_score":-0.41080627929080615},{"text":"Okay.","start":2502.93,"end":2503.395,"sentiment":"neutral","sentiment_score":-0.04791885241866112},{"text":"Okay.","start":2535.665,"end":2536.165,"sentiment":"neutral","sentiment_score":0.07985667884349823}],"sentiment":"negative","sentiment_score":-0.38461765129028297,"num_words":41,"start":2457.0752,"end":2536.165},{"sentences":[{"text":"So what's the next step?","start":2536.305,"end":2537.765,"sentiment":"neutral","sentiment_score":0.09272043853998185},{"text":"Sorry?","start":2710.22,"end":2710.72,"sentiment":"neutral","sentiment_score":0.13684701919555664},{"text":"It doesn't actually show up.","start":2723.7349,"end":2725.515,"sentiment":"neutral","sentiment_score":-0.32889801263809204},{"text":"So if you ever...","start":2726.4548,"end":2727.515,"sentiment":"neutral","sentiment_score":-0.20588168874382973},{"text":"My wife spoke to yesterday, they said to her, turn it off for twenty minutes and then turn it back on.","start":2727.655,"end":2733.595,"sentiment":"neutral","sentiment_score":-0.20264903988157}],"sentiment":"neutral","sentiment_score":-0.17008881788286898,"num_words":36,"start":2536.305,"end":2733.595},{"sentences":[{"text":"So when you called me, I turned it off.","start":2734.98,"end":2737.38,"sentiment":"neutral","sentiment_score":-0.16688735948668587},{"text":"I'm turning it back on now.","start":2737.38,"end":2738.92,"sentiment":"neutral","sentiment_score":-0.12674733623862267},{"text":"Let's see.","start":2739.14,"end":2739.88,"sentiment":"neutral","sentiment_score":-0.04332232475280762},{"text":"Yeah.","start":2812.495,"end":2812.735,"sentiment":"neutral","sentiment_score":-0.06107250601053238},{"text":"It's still not coming up.","start":2812.735,"end":2814.275,"sentiment":"neutral","sentiment_score":-0.23719841241836548}],"sentiment":"neutral","sentiment_score":-0.15635562914869058,"num_words":23,"start":2734.98,"end":2814.275},{"sentences":[{"text":"The actual network, it's not coming up on my Wi Fi.","start":2817.6702,"end":2822.6501,"sentiment":"neutral","sentiment_score":-0.1342917335304347},{"text":"The network.","start":2824.9502,"end":2825.61,"sentiment":"neutral","sentiment_score":-0.10454525798559189},{"text":"It's flashing yellow or green or whatever.","start":2843.0098,"end":2849.17,"sentiment":"neutral","sentiment_score":-0.15283126064709254},{"text":"A yellow light.","start":2849.17,"end":2850.15,"sentiment":"neutral","sentiment_score":-0.11657105137904485},{"text":"Now it's flashing red at the bottom.","start":2856.2852,"end":2859.0251,"sentiment":"neutral","sentiment_score":-0.1623765379190445}],"sentiment":"neutral","sentiment_score":-0.141415577630202,"num_words":30,"start":2817.6702,"end":2859.0251},{"sentences":[{"text":"Yes.","start":2868.38,"end":2868.8599,"sentiment":"neutral","sentiment_score":-0.0925496220588684},{"text":"I called yesterday.","start":2868.8599,"end":2869.8398,"sentiment":"neutral","sentiment_score":-0.12525305151939392},{"text":"No.","start":2885.755,"end":2886.255,"sentiment":"negative","sentiment_score":-0.3564017117023468},{"text":"Okay.","start":2899.79,"end":2900.29,"sentiment":"neutral","sentiment_score":-0.042056579142808914},{"text":"It's red.","start":2957.27,"end":2958.0698,"sentiment":"neutral","sentiment_score":-0.09976906701922417}],"sentiment":"neutral","sentiment_score":-0.13328815018758178,"num_words":8,"start":2868.38,"end":2958.0698},{"sentences":[{"text":"It's it's fucking 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happened.","start":3132.875,"end":3134.575,"sentiment":"negative","sentiment_score":-0.3954524099826813},{"text":"It just randomly crashed.","start":3134.635,"end":3136.555,"sentiment":"negative","sentiment_score":-0.5214759930968285},{"text":"It stopped working.","start":3136.555,"end":3137.675,"sentiment":"negative","sentiment_score":-0.5479789773623148}],"sentiment":"negative","sentiment_score":-0.345954492688179,"num_words":21,"start":2982.99,"end":3137.675},{"sentences":[{"text":"We called you guys.","start":3137.675,"end":3138.875,"sentiment":"neutral","sentiment_score":-0.30359484255313873},{"text":"I don't know who...","start":3138.875,"end":3139.835,"sentiment":"neutral","sentiment_score":-0.16683205403387547},{"text":"Maybe maybe Melissa.","start":3139.835,"end":3141.195,"sentiment":"neutral","sentiment_score":-0.14246047039826712},{"text":"I don't know who was on the phone yesterday.","start":3141.195,"end":3142.895,"sentiment":"neutral","sentiment_score":-0.14868952168358696},{"text":"She said...","start":3145.92,"end":3146.66,"sentiment":"neutral","sentiment_score":-0.032549754716455936}],"sentiment":"neutral","sentiment_score":-0.16874519100582058,"num_words":22,"start":3137.675,"end":3146.66},{"sentences":[{"text":"Or whoever was there said turn it off for twenty minutes and turn it back on, and it should be be good to go.","start":3146.72,"end":3153.22,"sentiment":"neutral","sentiment_score":0.012896623462438583},{"text":"And she said call me back once you once you've done it.","start":3153.6,"end":3156.32,"sentiment":"neutral","sentiment_score":-0.08010793942958117},{"text":"If you have any problems, let me know.","start":3156.32,"end":3158.34,"sentiment":"neutral","sentiment_score":-0.04700135299935937},{"text":"We turned it off for twenty 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people?","start":3273.495,"end":3275.195,"sentiment":"neutral","sentiment_score":-0.03314211405813694},{"text":"Well, that's good.","start":3280.2952,"end":3281.195,"sentiment":"neutral","sentiment_score":0.22664098938306174},{"text":"And you clearly don't know what you're talking about.","start":3284.3499,"end":3286.69,"sentiment":"neutral","sentiment_score":-0.23811795562505722}],"sentiment":"neutral","sentiment_score":-0.07567204193522532,"num_words":30,"start":3262.99,"end":3286.69},{"sentences":[{"text":"I'm just reading a script.","start":3290.91,"end":3292.3699,"sentiment":"neutral","sentiment_score":-0.042666058614850046},{"text":"Yeah.","start":3319.6301,"end":3319.87,"sentiment":"neutral","sentiment_score":0.026257112622261047},{"text":"Hello?","start":3319.87,"end":3320.37,"sentiment":"neutral","sentiment_score":0.02436630055308342},{"text":"I'm just gonna reset 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many zeros?","start":3828.77,"end":3830.3098,"sentiment":"neutral","sentiment_score":-0.04025410339236259},{"text":"Yep.","start":3837.225,"end":3837.725,"sentiment":"neutral","sentiment_score":0.0030027932953089476},{"text":"Yep.","start":3841.625,"end":3842.125,"sentiment":"neutral","sentiment_score":0.008136224001646042}],"sentiment":"neutral","sentiment_score":-0.027292102664852373,"num_words":13,"start":3804.845,"end":3842.125},{"sentences":[{"text":"Yeah.","start":3846.61,"end":3847.11,"sentiment":"neutral","sentiment_score":0.01197632309049368},{"text":"And the past ones?","start":3855.25,"end":3856.47,"sentiment":"neutral","sentiment_score":-0.006000523921102285},{"text":"Is it the one that I just made?","start":3862.445,"end":3864.2249,"sentiment":"neutral","sentiment_score":0.0008356714970432221},{"text":"Is it the one that I just made?","start":3867.4849,"end":3869.265,"sentiment":"neutral","sentiment_score":-0.012781912577338517},{"text":"Awesome.","start":3877.1,"end":3877.6,"sentiment":"positive","sentiment_score":0.73193359375}],"sentiment":"neutral","sentiment_score":0.0283789951142601,"num_words":22,"start":3846.61,"end":3877.6},{"sentences":[{"text":"Yep.","start":3879.34,"end":3879.84,"sentiment":"neutral","sentiment_score":0.184925839304924},{"text":"Yep.","start":3882.78,"end":3883.28,"sentiment":"neutral","sentiment_score":0.06846795976161957},{"text":"Yep.","start":3886.895,"end":3887.395,"sentiment":"neutral","sentiment_score":0.07164724171161652},{"text":"Yep.","start":3920.125,"end":3920.625,"sentiment":"neutral","sentiment_score":0.07262149453163147},{"text":"Hold on one second.","start":3936.3098,"end":3937.45,"sentiment":"neutral","sentiment_score":-0.01189991645514965}],"sentiment":"neutral","sentiment_score":0.04375785868614912,"num_words":8,"start":3879.34,"end":3937.45},{"sentences":[{"text":"It's still loading.","start":3939.3499,"end":3940.49,"sentiment":"neutral","sentiment_score":-0.11200566589832306},{"text":"Unable to connect back to this device.","start":3942.685,"end":3944.765,"sentiment":"neutral","sentiment_score":-0.29820770025253296},{"text":"Please check your network connection and refresh this page.","start":3944.765,"end":3947.905,"sentiment":"neutral","sentiment_score":-0.12445396929979324},{"text":"Yeah.","start":3973.975,"end":3974.475,"sentiment":"neutral","sentiment_score":-0.008370105177164078},{"text":"I'm just gonna do it again.","start":3999.325,"end":4000.865,"sentiment":"neutral","sentiment_score":0.004067722494558741}],"sentiment":"neutral","sentiment_score":-0.13567386128348657,"num_words":26,"start":3939.3499,"end":4000.865},{"sentences":[{"text":"Okay.","start":4092.215,"end":4092.715,"sentiment":"neutral","sentiment_score":-0.005677288398146629},{"text":"Alright.","start":4096.23,"end":4096.63,"sentiment":"neutral","sentiment_score":0.006470656022429466},{"text":"Let's see.","start":4096.63,"end":4097.37,"sentiment":"neutral","sentiment_score":-0.012987950351089237},{"text":"Internet not connected.","start":4116.125,"end":4117.745,"sentiment":"neutral","sentiment_score":-0.07322978725035985},{"text":"Please check if the LAN port is properly connected.","start":4117.965,"end":4121.105,"sentiment":"neutral","sentiment_score":-0.051454337106810674}],"sentiment":"neutral","sentiment_score":-0.044247558049391955,"num_words":16,"start":4092.215,"end":4121.105},{"sentences":[{"text":"Yes.","start":4138.475,"end":4138.955,"sentiment":"neutral","sentiment_score":-0.0069518256932497025},{"text":"It is.","start":4138.955,"end":4139.615,"sentiment":"neutral","sentiment_score":-0.025913174264132977},{"text":"It's saying Internet not connected.","start":4145.6753,"end":4147.935,"sentiment":"neutral","sentiment_score":-0.1246065691113472},{"text":"So that means it must be something from your end because the modem is back to normal.","start":4147.995,"end":4153.78,"sentiment":"neutral","sentiment_score":-0.14083749713266597},{"text":"It's flashing blue.","start":4153.78,"end":4155.08,"sentiment":"neutral","sentiment_score":-0.16200046241283417}],"sentiment":"neutral","sentiment_score":-0.12721606636685984,"num_words":28,"start":4138.475,"end":4155.08},{"sentences":[{"text":"The network is coming back up in my settings, but it just says there's no Internet connection.","start":4158.02,"end":4164.04,"sentiment":"neutral","sentiment_score":-0.18622148124610677},{"text":"My router?","start":4184.33,"end":4185.0703,"sentiment":"neutral","sentiment_score":-0.009407776407897472},{"text":"Yeah.","start":4191.6104,"end":4192.1104,"sentiment":"neutral","sentiment_score":-0.002828471828252077},{"text":"Isn't it 1230?","start":4192.17,"end":4195.39,"sentiment":"neutral","sentiment_score":-0.008603979212542376},{"text":"Yeah.","start":4202.365,"end":4202.685,"sentiment":"neutral","sentiment_score":0.003226400353014469}],"sentiment":"neutral","sentiment_score":-0.1337497809630198,"num_words":24,"start":4158.02,"end":4202.685},{"sentences":[{"text":"It's here.","start":4202.685,"end":4203.505,"sentiment":"neutral","sentiment_score":-0.0017075330833904445},{"text":"It's 0000463@airtel.net.au,Capitala, lowercase I r one two three zero four six three.","start":4204.285,"end":4217.64,"sentiment":"neutral","sentiment_score":0.0004364686707655589},{"text":"Yeah.","start":4224.66,"end":4225.06,"sentiment":"neutral","sentiment_score":0.005216930992901325},{"text":"I got all the way to the end.","start":4225.06,"end":4226.745,"sentiment":"neutral","sentiment_score":-0.007958104833960533},{"text":"I changed the the password and the the network name.","start":4226.825,"end":4230.9253,"sentiment":"neutral","sentiment_score":0.010442101396620274}],"sentiment":"neutral","sentiment_score":0.0014483534596916852,"num_words":33,"start":4202.685,"end":4230.9253},{"sentences":[{"text":"And then when I get to the end......","start":4232.105,"end":4233.725,"sentiment":"neutral","sentiment_score":0.004850753757636994},{"text":"Just...","start":4235.305,"end":4235.805,"sentiment":"neutral","sentiment_score":0.01497972197830677},{"text":"Yep.","start":4239.225,"end":4239.725,"sentiment":"neutral","sentiment_score":0.023048028349876404},{"text":"Yeah.","start":4276.47,"end":4276.79,"sentiment":"neutral","sentiment_score":-0.012444487772881985},{"text":"But it's saying no Internet connection.","start":4276.79,"end":4278.97,"sentiment":"neutral","sentiment_score":-0.17893132815758386}],"sentiment":"neutral","sentiment_score":-0.059364628019359184,"num_words":17,"start":4232.105,"end":4278.97},{"sentences":[{"text":"It's saying no Internet connection.","start":4284.71,"end":4286.65,"sentiment":"neutral","sentiment_score":-0.18079904913902284},{"text":"It's connected to the network, but it says no Internet connection.","start":4288.1353,"end":4291.6753,"sentiment":"neutral","sentiment_score":-0.1598228798671202},{"text":"Yes.","start":4304.23,"end":4304.73,"sentiment":"neutral","sentiment_score":0.028416234999895096},{"text":"PPPO eight.","start":4321.455,"end":4325.0547,"sentiment":"neutral","sentiment_score":0.019307886250317097},{"text":"Yeah.","start":4325.0547,"end":4325.295,"sentiment":"neutral","sentiment_score":0.021248118951916695}],"sentiment":"neutral","sentiment_score":-0.12868833988904954,"num_words":20,"start":4284.71,"end":4325.295},{"sentences":[{"text":"That's what I have already.","start":4325.295,"end":4326.675,"sentiment":"neutral","sentiment_score":0.007455179281532764},{"text":"Yes.","start":4330.91,"end":4331.41,"sentiment":"neutral","sentiment_score":0.05801256746053696},{"text":"Yes.","start":4331.87,"end":4332.37,"sentiment":"neutral","sentiment_score":0.041309237480163574},{"text":"Yes.","start":4333.87,"end":4334.37,"sentiment":"neutral","sentiment_score":0.0497356578707695},{"text":"So, yeah, basically, it's not gonna be fixed today.","start":4349.5347,"end":4352.355,"sentiment":"neutral","sentiment_score":-0.16705367548598182}],"sentiment":"neutral","sentiment_score":-0.0774793953032178,"num_words":17,"start":4325.295,"end":4352.355},{"sentences":[{"text":"So what am I what am I paying for?","start":4357.13,"end":4358.89,"sentiment":"neutral","sentiment_score":-0.04572949392928018},{"text":"I don't understand.","start":4358.89,"end":4359.79,"sentiment":"negative","sentiment_score":-0.4495195647080739},{"text":"You guys take a payment from me during a time where I've specifically said I'm having financial hardship.","start":4359.85,"end":4365.21,"sentiment":"negative","sentiment_score":-0.4691709660821491},{"text":"And then on top of that, the Internet's not working, and you told me there's nothing you can do about it.","start":4365.21,"end":4370.295,"sentiment":"negative","sentiment_score":-0.4552158188252222},{"text":"And to top it off, every single thing that we've gotten through at...","start":4374.275,"end":4378.115,"sentiment":"neutral","sentiment_score":-0.16743704619315955}],"sentiment":"negative","sentiment_score":-0.342834614450112,"num_words":64,"start":4357.13,"end":4378.115},{"sentences":[{"text":"Up to this point has only been the case because I've I've been the one that's said to you, let's restart it and do this.","start":4378.115,"end":4385.31,"sentiment":"neutral","sentiment_score":-0.20365823805332184},{"text":"If I was...","start":4385.4497,"end":4386.27,"sentiment":"neutral","sentiment_score":-0.125286174317201},{"text":"If I sat there listening to what you were telling me, I would still be checking the box right now looking at colors.","start":4386.33,"end":4391.55,"sentiment":"neutral","sentiment_score":-0.1766640132536059},{"text":"I know what you need.","start":4402.385,"end":4403.665,"sentiment":"neutral","sentiment_score":0.005536109209060669},{"text":"I know what you need.","start":4403.665,"end":4404.545,"sentiment":"neutral","sentiment_score":-0.04234556443989277}],"sentiment":"neutral","sentiment_score":-0.1592562959880614,"num_words":61,"start":4378.115,"end":4404.545},{"sentences":[{"text":"My question to you is what am I paying for?","start":4404.545,"end":4407.54,"sentiment":"neutral","sentiment_score":-0.09790322631597519},{"text":"Why have you taken a payment from my account if I'm not even receiving the service?","start":4407.7803,"end":4412.6,"sentiment":"negative","sentiment_score":-0.42710056714713573},{"text":"And how long is that gonna take?","start":4440.4497,"end":4442.23,"sentiment":"neutral","sentiment_score":-0.07106230461171695},{"text":"And how long will that take?","start":4450.6953,"end":4452.315,"sentiment":"neutral","sentiment_score":-0.10520170380671819},{"text":"Forty eight hours.","start":4457.495,"end":4458.555,"sentiment":"neutral","sentiment_score":-0.0744776080052058}],"sentiment":"neutral","sentiment_score":-0.21820763134885401,"num_words":42,"start":4404.545,"end":4458.555},{"sentences":[{"text":"But I need my Internet to do my work.","start":4465.75,"end":4468.17,"sentiment":"neutral","sentiment_score":-0.18516181657711664},{"text":"It's already been two days now.","start":4472.715,"end":4474.735,"sentiment":"neutral","sentiment_score":-0.24570506562789282},{"text":"Don't you have a technician that you can send?","start":4500.0054,"end":4502.265,"sentiment":"neutral","sentiment_score":-0.027149243590732414},{"text":"Why is this happening?","start":4552.535,"end":4553.6553,"sentiment":"neutral","sentiment_score":-0.2557814121246338},{"text":"But I don't understand.","start":4553.6553,"end":4554.795,"sentiment":"negative","sentiment_score":-0.4745919406414032}],"sentiment":"neutral","sentiment_score":-0.19707885457319207,"num_words":32,"start":4465.75,"end":4554.795},{"sentences":[{"text":"But can I ask you why does this happen every couple of months?","start":4567.25,"end":4570.9497,"sentiment":"neutral","sentiment_score":-0.24655412424069184},{"text":"Who's this number for?","start":4600.32,"end":4601.78,"sentiment":"neutral","sentiment_score":-0.01876863674260676},{"text":"043763744.","start":4602.0,"end":4606.1797,"sentiment":"neutral","sentiment_score":-0.00939562264829874},{"text":"0403763744.","start":4614.595,"end":4623.095,"sentiment":"neutral","sentiment_score":-0.006383271422237158},{"text":"Oh my goodness.","start":4633.92,"end":4634.98,"sentiment":"negative","sentiment_score":-0.42465896407763165}],"sentiment":"neutral","sentiment_score":-0.20772881583649327,"num_words":22,"start":4567.25,"end":4634.98},{"sentences":[{"text":"You gave me the wrong password.","start":4635.1997,"end":4636.9,"sentiment":"negative","sentiment_score":-0.6727264722188314},{"text":"That's why it's not working.","start":4638.005,"end":4639.3853,"sentiment":"negative","sentiment_score":-0.6816307306289673},{"text":"For fuck's sake.","start":4639.605,"end":4640.825,"sentiment":"negative","sentiment_score":-0.7595353126525879},{"text":"It's not 04.","start":4643.045,"end":4645.045,"sentiment":"neutral","sentiment_score":-0.2989170749982198},{"text":"It's at 43663, whatever.","start":4645.045,"end":4648.505,"sentiment":"neutral","sentiment_score":-0.18971005827188492}],"sentiment":"negative","sentiment_score":-0.5418433277379899,"num_words":21,"start":4635.1997,"end":4648.505},{"sentences":[{"text":"That's why it's not working because you actually gave me the wrong password.","start":4649.36,"end":4652.2397,"sentiment":"negative","sentiment_score":-0.5391712738917425},{"text":"It's nothing to do with the network.","start":4652.2397,"end":4653.52,"sentiment":"negative","sentiment_score":-0.527851722070149},{"text":"It's...","start":4653.52,"end":4653.76,"sentiment":"neutral","sentiment_score":-0.29353347420692444},{"text":"You don't know how to do your job.","start":4653.76,"end":4655.1396,"sentiment":"negative","sentiment_score":-0.5959821194410324},{"text":"Fuck's sake, bro.","start":4655.1997,"end":4656.42,"sentiment":"negative","sentiment_score":-0.7574263016382853}],"sentiment":"negative","sentiment_score":-0.5636830609291792,"num_words":32,"start":4649.36,"end":4656.42},{"sentences":[{"text":"What an actual joke.","start":4656.88,"end":4658.0996,"sentiment":"negative","sentiment_score":-0.6582843959331512},{"text":"Hello?","start":4709.4297,"end":4709.9297,"sentiment":"neutral","sentiment_score":-0.08865220844745636},{"text":"Who's that number for?","start":4715.03,"end":4716.465,"sentiment":"neutral","sentiment_score":-0.041272001806646585},{"text":"Hello?","start":4759.22,"end":4759.72,"sentiment":"neutral","sentiment_score":-0.005255059339106083},{"text":"What do you mean?","start":4788.35,"end":4789.23,"sentiment":"neutral","sentiment_score":-0.049437595531344414}],"sentiment":"neutral","sentiment_score":-0.2207059457765094,"num_words":14,"start":4656.88,"end":4789.23},{"sentences":[{"text":"I just have it on my phone.","start":4789.23,"end":4790.85,"sentiment":"neutral","sentiment_score":-0.049698268728596826},{"text":"I think I fixed it.","start":4807.165,"end":4808.625,"sentiment":"neutral","sentiment_score":-0.02407974824309349},{"text":"I'm not sure.","start":4811.2446,"end":4812.145,"sentiment":"neutral","sentiment_score":-0.07779690374930699},{"text":"Alright.","start":4815.725,"end":4816.045,"sentiment":"neutral","sentiment_score":0.0067930142395198345},{"text":"Hold on.","start":4816.045,"end":4816.8647,"sentiment":"neutral","sentiment_score":-0.002651449292898178}],"sentiment":"neutral","sentiment_score":-0.03889928988388015,"num_words":18,"start":4789.23,"end":4816.8647},{"sentences":[{"text":"Yeah.","start":4818.45,"end":4818.85,"sentiment":"neutral","sentiment_score":0.011921519413590431},{"text":"I fixed it because...","start":4818.85,"end":4820.05,"sentiment":"neutral","sentiment_score":-0.004186965990811586},{"text":"You know why?","start":4820.05,"end":4820.77,"sentiment":"neutral","sentiment_score":-0.11194290717442829},{"text":"Because you actually gave me the wrong password.","start":4820.77,"end":4823.19,"sentiment":"neutral","sentiment_score":-0.319142734631896},{"text":"I don't know.","start":4832.29,"end":4832.805,"sentiment":"neutral","sentiment_score":-0.17379385232925415}],"sentiment":"neutral","sentiment_score":-0.17974623684820376,"num_words":19,"start":4818.45,"end":4832.805},{"sentences":[{"text":"Okay.","start":4833.0454,"end":4833.5454,"sentiment":"neutral","sentiment_score":-0.07228729873895645},{"text":"I I I know that I know that, but do you know how much of a joke that is considering this is a...","start":4833.685,"end":4838.9653,"sentiment":"neutral","sentiment_score":-0.1445645550670831},{"text":"It's a it's a telecom provider?","start":4838.9653,"end":4841.145,"sentiment":"neutral","sentiment_score":-0.0915455458064874},{"text":"Like, you guys have so many so many houses connected to Wi Fi, and we're all relying on a person that doesn't even know anything about Wi Fi.","start":4841.285,"end":4850.5,"sentiment":"neutral","sentiment_score":-0.10493448762489217},{"text":"How does that make sense?","start":4850.6396,"end":4851.6797,"sentiment":"neutral","sentiment_score":-0.11674873009324074}],"sentiment":"neutral","sentiment_score":-0.11854689911244408,"num_words":63,"start":4833.0454,"end":4851.6797},{"sentences":[{"text":"I just don't understand.","start":4851.6797,"end":4852.82,"sentiment":"negative","sentiment_score":-0.4583824425935745},{"text":"And, like, how is it that I, the customer, am the one that's figuring it out by myself, and you're just helping me a little.","start":4853.1997,"end":4861.5547,"sentiment":"neutral","sentiment_score":-0.20313215613365174},{"text":"I know, but my point point is, what...","start":4870.495,"end":4873.06,"sentiment":"neutral","sentiment_score":-0.14995812345296144},{"text":"You're the only person working.","start":4873.06,"end":4874.68,"sentiment":"neutral","sentiment_score":-0.10848967880010604},{"text":"Wasn't there anyone else?","start":4874.8203,"end":4876.2803,"sentiment":"neutral","sentiment_score":-0.06583009194582701}],"sentiment":"neutral","sentiment_score":-0.19385363963311134,"num_words":46,"start":4851.6797,"end":4876.2803},{"sentences":[{"text":"Yeah.","start":4884.665,"end":4884.985,"sentiment":"neutral","sentiment_score":-0.008753690868616104},{"text":"And and will you guys compensate me for this inconvenience?","start":4884.985,"end":4888.285,"sentiment":"neutral","sentiment_score":-0.006276531517505646},{"text":"Will I be compensated to inconvenience?","start":4892.425,"end":4894.685,"sentiment":"neutral","sentiment_score":-0.15245635559161505},{"text":"Yeah, please.","start":4911.5703,"end":4912.335,"sentiment":"neutral","sentiment_score":0.0937735065817833},{"text":"Yes.","start":4920.255,"end":4920.755,"sentiment":"neutral","sentiment_score":0.045162543654441833}],"sentiment":"neutral","sentiment_score":-0.037677379138767716,"num_words":20,"start":4884.665,"end":4920.755},{"sentences":[{"text":"No.","start":4920.815,"end":4920.975,"sentiment":"neutral","sentiment_score":-0.1230425089597702},{"text":"Connect.","start":4920.975,"end":4921.475,"sentiment":"neutral","sentiment_score":-0.006564661860466003},{"text":"That's all.","start":4925.923,"end":4926.7427,"sentiment":"neutral","sentiment_score":0.11769771203398705},{"text":"Thank you.","start":4926.8027,"end":4927.7026,"sentiment":"positive","sentiment_score":0.5402507483959198},{"text":"No.","start":4929.123,"end":4929.363,"sentiment":"neutral","sentiment_score":-0.0027044713497161865}],"sentiment":"neutral","sentiment_score":0.16908361124140875,"num_words":7,"start":4920.815,"end":4929.363},{"sentences":[{"text":"Thank you.","start":4929.363,"end":4930.1826,"sentiment":"positive","sentiment_score":0.35848134756088257},{"text":"Bye.","start":4930.963,"end":4931.463,"sentiment":"neutral","sentiment_score":0.1959789991378784}],"sentiment":"neutral","sentiment_score":0.30431389808654785,"num_words":3,"start":4929.363,"end":4931.463}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Thank you for calling Airtel. My name is Mary. May I have your name, please?\n\nChannel 1: Yeah. Hi. I've sent you an email, but I still haven't received a response.\n\nChannel 0: Hello. May I have your name, please?\n\nChannel 1: Adam.\n\nChannel 0: Hi, Adam. How are you doing? I tried calling you earlier, but was routed to voice mail. And right now, I'm just drafting an email for reply. And thank you so much for reaching us.\n\nYeah. Regarding your email, I can see here that you are... I mean, the network is not working. Is that correct?\n\nChannel 1: Correct. Yeah. And\n\nChannel 0: Mhmm.\n\nChannel 1: my\n\nChannel 0: Because\n\nChannel 1: wife spoke to someone yesterday, and they said to her, you can call back. She tried calling back and no answer.\n\nChannel 0: because here's what happened, Adam. On... Let me go back to our email. On the twenty ninth, we... Or hold on.\n\nOn the twenty ninth, we automatically unsuspended your connection, so it was not actually successfully suspended. So if you are having an Internet problem with your Internet, could you provide me some error message while trying to connect you... Connect to your Wi Fi.\n\nChannel 1: Sorry?\n\nChannel 0: Could you provide me, the error message that you're receiving whenever you connect to your Internet?\n\nChannel 1: What do you mean the error message? The the... It's not even coming up on my on my Wi Fi networks.\n\nChannel 0: Because on the same day, Saturday, I... We inform you that we already restart your Internet. Do you have an access to your... Or any device that you can use so that we can try logging in to your router's credentials?\n\nChannel 1: It was it was on the other day after you... After... And then and then I... You guys took a payment.\n\nChannel 0: Okay.\n\nChannel 1: That's why this is so frustrating because, like I said to you, I'm currently experiencing financial hardship. My bank's blocked my business account, and I'm owed four weeks worth of wage that hasn't come in yet. And there's nothing I can do about it until ASIC Re registers my company. That's why I sent you an email saying I'm currently experiencing financial hardship. Then you guys went ahead and took a payment from my account anyway.\n\nChannel 0: Hold on. Let me check that.\n\nChannel 1: And you can see that via email.\n\nChannel 0: Let me\n\nChannel 1: Payment received on the August 31.\n\nChannel 0: see. Hold on.\n\nChannel 1: And then on top of that, yesterday, the Internet just cut out randomly.\n\nChannel 0: I'm so sorry to hear that, Adam, and I really know where you're coming from. Let me go ahead and check here your payment receipt. Okay? '29. 2026.\n\nHold on. Let me see. Payment. Adam, the payment type for the last payment that you made was actually an electronic fan transfer, so we did not directly debited your account. But just to...\n\nWell, just... Yeah. It was an electronic funds transfer, and it was not direct debit from your account. And, also, there's no saved payments or credit cards on your account, so it was... The payment was made through electronic funds transfer.\n\nChannel 1: No. That's not correct.\n\nChannel 0: Alright. If you...\n\nChannel 1: I I have I have your I have your your email here. Payment received by Airtel. Dear Adam, your payment amount $79.95 was received on 08/30/2026. Thank you for using our services. And I've got the invoice, and I've got a receipt.\n\nChannel 0: Yes. The email that you received is an automated email once we receive the payment from our customer. So all of our customers receive one confirmation email about the payment. You can also access this payment receipt by logging in to your account wherein you can see... Where you can view the payment with the invoice number and the payment type.\n\nChannel 1: Yeah. And it was direct debited from my account.\n\nChannel 0: It was actually electronic fan transfer. I can help you log in to your customer portal\n\nChannel 1: Why\n\nChannel 0: to\n\nChannel 1: why would I why would I transfer when I told you I'm going through financial hardship? Do you think I just forgot that I did something?\n\nChannel 0: review\n\nChannel 1: It was two days ago. Do you think I forgot? Or three, whatever, five days ago. Do you think I transferred you in my sleep, and I didn't realize? I saw the money come out of my account.\n\nI was at the gym training.\n\nChannel 0: I really understand. Right now, I'm just giving you some information that I am seeing on the documents from your account. Well, I really understand that... About this the experience that you had. But right now with the document, it says an EFT or refund transfer.\n\nAnd it was not a direct debit since there's no credit card or card added on your account for a direct payment.\n\nChannel 1: I have I have the direct debit in front of me right here. Do you want me to send you a screenshot of it?\n\nChannel 0: No. I mean, there's... Oh, do you have a card? I mean, saved on your account?\n\nChannel 1: Yes. I do. It's the same card you guys pull money out of every single time, and I've used that same card to make payments in the past as well.\n\nChannel 0: Sure. Could you send me a screenshot? You can email that as well to me. Or you can also access\n\nChannel 1: What's your email?\n\nChannel 0: our webs... It's...\n\nChannel 1: Mary... Marinel at ethel.\n\nChannel 0: Yeah. That's correct. @airtel.net.au.\n\nChannel 1: That's why it was disappointing because it was only one day after I had informed you that I'm currently unable to pay, not because I have $0, but because I have to pay my rent. Otherwise, I'll get evicted, and rent is more important to me right now than Internet. And then one day later, you guys pull a payment from my account regardless of what I have told you. But, anyway, putting that\n\nChannel 0: I can\n\nChannel 1: aside,\n\nChannel 0: also... Yeah. Sure. I\n\nChannel 1: then\n\nChannel 0: can also send you the invoice so that you can have it on your end without logging in to your customer portal.\n\nChannel 1: I have the invoice in my email.\n\nChannel 0: And that's... And that... Oh, I... Yeah. But if\n\nChannel 1: You\n\nChannel 0: you\n\nChannel 1: say?\n\nChannel 0: will log in to your customer portal, you'll be able to see the payment method. But have you sent to me the, screenshot of your, card saved on your account?\n\nChannel 1: I just emailed that to you. Well, my\n\nChannel 0: Okay. Hold on. Alright. I'll wait for your email. Just give me one second.\n\nBecause k. Haven't received it yet. One moment, please. You know, I'm just... I I just wanna verify everything, making sure our system and your end is calibrated and all green.\n\nOkay? Just\n\nChannel 1: No\n\nChannel 0: waiting\n\nChannel 1: worries.\n\nChannel 0: for it. Hold on. I haven't received it yet. While waiting for the email, could you also send it using our website?\n\nChannel 1: No. It's your website.\n\nChannel 0: It's airtel.net.au. And then you should be seeing a chatbot on the lower right corner. You just have to click that, and I'll be able to see that on my end as well. Have you sent it yet, Ada?\n\nChannel 1: Yeah. Sent\n\nChannel 0: Okay. Hold on. Let me see. Alright. This is a transaction.\n\nHow about the card being saved on your account, on your Airtel account? Because on our end, we're not seeing a direct debit or any saved credit card or bank account on your account. So\n\nChannel 1: Sir sir...\n\nChannel 0: we wouldn't\n\nChannel 1: Okay. If that's the case, how did you guys pull the money out of my account? Am I being scammed? I don't understand why you're saying there's nothing on the account. So if that's the case, then how was that money taken out of my account?\n\nChannel 0: Alright. So as I am seeing on your log... On your portal, it was sent via\n\nChannel 1: If... Yeah. But that means that means I sent\n\nChannel 0: electronic\n\nChannel 1: the money to you. But I clearly just\n\nChannel 0: fan\n\nChannel 1: sent you a screenshot from my CommBank app\n\nChannel 0: transfer.\n\nChannel 1: that doesn't say it's a transfer.\n\nChannel 0: So... Let me hold on. Let me go back to the website and see.\n\nChannel 1: It's a utility direct debit for my card.\n\nChannel 0: This seems to be a notification. Have you gone to your\n\nChannel 1: Should I dispute\n\nChannel 0: credit\n\nChannel 1: the\n\nChannel 0: card\n\nChannel 1: transaction?\n\nChannel 0: transaction?\n\nChannel 1: Should I dispute the transaction on ComBank then?\n\nChannel 0: Well, it depends how your bank will... Well, if you really didn't do the the payment, Adam, we really understand if you'd like to dispute it on your issuing bank. It's all fine. However... But still, we will still acknowledge your payment plan with us.\n\nIf you really need the payment that was just credited in your account, you may also want to contact your issuing bank and... For further assistance. But rest assured that we will still acknowledge your payment plan with us. We have on the thirtieth that we send you an email that has been already noted on your account, so there's nothing to worry about us. We'll still acknowledge\n\nChannel 1: I just...\n\nChannel 0: your payment\n\nChannel 1: I'm just\n\nChannel 0: plan.\n\nChannel 1: trying to understand. So are you telling me that that that amount wasn't I didn't I didn't get what you're saying that that wasn't you guys. What's, like, what's your... The point that you're trying to make? You guys didn't take that money out of my account, so then who did?\n\nChannel 0: Yeah. As I am seeing on the document, it it was an electronic fan transfer. But, again, I really take your word if you not remembering transferring any funds to us, it's fine. If you re... If you need these funds, it's okay.\n\nYou\n\nChannel 1: I\n\nChannel 0: can\n\nChannel 1: just\n\nChannel 0: contact your\n\nChannel 1: sent...\n\nChannel 0: issuing\n\nChannel 1: I sent\n\nChannel 0: bank.\n\nChannel 1: you the screenshot. It would... If I if I sent the money via transfer, it would have said it was a transfer. It would have written on there fast transfer. It doesn't say transfer.\n\nI have other payments, the same thing. Anytime Fitness, my my my gym. It looks exactly the same. They take money out of my account the same way you do.\n\nChannel 0: Hold on. Let me check here. Okay. Let me just check here further, Adam. So I'll be putting you on hold for a minute to return and go back to you.\n\nOkay? Hello, Adam?\n\nChannel 1: Yes.\n\nChannel 0: Yes. Thank you. Hello, Adan. Thank you so much for holding.\n\nChannel 1: Yeah. Hello?\n\nChannel 0: Yes. So checking again in your account, again, what I'm seeing is actually an electronic direct debit, the payment method that will show is... Would be like a direct debit. And\n\nChannel 1: Yeah.\n\nChannel 0: this\n\nChannel 1: But... Okay. Okay. I understand. But how how do you guys take money out of my account every month then?\n\nCan you explain that to me?\n\nChannel 0: let me review your recent document. Hold\n\nChannel 1: Because\n\nChannel 0: on.\n\nChannel 1: you took a payment last month as well, July as well. August, every month you take payment. In July 1, you took a payment for a $100. June, you took a payment for 89 and 45. May, you took a payment for 45 and 89 and 45.\n\nSo tell me how how is this possible without a card being on your system? Are you telling me there's a ghost making these transactions?\n\nChannel 0: Let me review your previous documents on our\n\nChannel 1: Either\n\nChannel 0: end. Okay?\n\nChannel 1: way... Look\n\nChannel 0: Hold\n\nChannel 1: look.\n\nChannel 0: on.\n\nChannel 1: Either way, it doesn't matter. The point is the Internet's still not\n\nChannel 0: Mhmm.\n\nChannel 1: working. So that's what I'm trying to understand. Why is the Internet\n\nChannel 0: Yeah.\n\nChannel 1: not working?\n\nChannel 0: Yeah. Okay. Well, I will look into that because I just wanna make sure that we are... You know, we've already completed this issue regarding your payments because I know, from what you shared, having a financial hardship, I also wanna help you with your concern about the payments. But, right after this, we'll go ahead and go through with your Internet connection.\n\nOkay? If that will be fine. Okay. Seeing your... Or checking your previous transaction with us, on the month of July, June, May, these were all direct debit.\n\nHowever, only\n\nChannel 1: Yes.\n\nChannel 0: the\n\nChannel 1: Correct.\n\nChannel 0: Yes. Correct. Yeah. Invoice for the August, which was paid August 30, was an electronic fund transfer and not a direct debit. And right now, I'm seeing...\n\nI'm checking your account, and there's no, saved card.\n\nChannel 1: You just said that those those were direct debits. So how could that have been direct debits if there's no card in the system?\n\nChannel 0: So it could have been that the card is currently added on your account as an automatic payment. But right now, I'm not seeing any save card. So previously, it\n\nChannel 1: But I sent you\n\nChannel 0: could...\n\nChannel 1: I sent you I sent you the screenshot with the card that's that's... That you guys used. It... Like, that's from the Commonwealth Bank app. It's not...\n\nI'm not making it up. It's not like I'm just\n\nChannel 0: Mhmm.\n\nChannel 1: saying... I'm just\n\nChannel 0: I\n\nChannel 1: guessing.\n\nChannel 0: know.\n\nChannel 1: I'm showing you what the actual transaction was. Whatever's on your side of your system is wrong. That's what I'm trying to explain to you. This is from the bank. The bank is saying that it's not an EST payment.\n\nThe bank is saying that it's a it's a it's a direct debit.\n\nChannel 0: Mhmm. Let me. Is there any way that you can go to the main transactions from your card?\n\nChannel 1: That is on my card. That is from my card. That's what\n\nChannel 0: Okay.\n\nChannel 1: I'm trying to\n\nChannel 0: I'll...\n\nChannel 1: explain to you. And it's the same as\n\nChannel 0: Yes.\n\nChannel 1: every other month. It's not... It's no different to any other month. It's literally the exact same as as the month before that were taken out.\n\nChannel 0: You still have the document from the month of July. I just wanna compare it and annotate that and investigate further on my end, then we can move forward to your Internet.\n\nChannel 1: Look. I'll show you this week\n\nChannel 0: For\n\nChannel 1: in July.\n\nChannel 0: July, the payment was made July 8. I'll save these two\n\nChannel 1: July\n\nChannel 0: pictures.\n\nChannel 1: eighth?\n\nChannel 0: Yeah. Or\n\nChannel 1: No. No. It\n\nChannel 0: July.\n\nChannel 1: was May 19.\n\nChannel 0: July 19.\n\nChannel 1: Yeah.\n\nChannel 0: Hold on. Let me check again your... I'm sorry. I was looking for a different customer, Holden. Let me go back again to your account because I was looking earlier with a different customer.\n\nLet me exit all the files. Hold on. I'm sorry.\n\nChannel 1: It literally says payment method direct debit on my account.\n\nChannel 0: So hold on. July 19. Yes. It's an EFT as well. I'm sorry.\n\nFor the month of July 19,\n\nChannel 1: What are\n\nChannel 0: it\n\nChannel 1: you\n\nChannel 0: was\n\nChannel 1: talking\n\nChannel 0: EFT\n\nChannel 1: about?\n\nChannel 0: as\n\nChannel 1: It\n\nChannel 0: well.\n\nChannel 1: says it says on my profile, it actually says on the profile, it's a direct debit, the payment method on my Airtel profile.\n\nChannel 0: On your Airtel profile, can you send me a screenshot on the payment that was made July 19? Because I'm seeing here on your portal, it's also an EFT. So that we'll be able to document everything, Adam. I take every word of... You have.\n\nI just need some photo for documentation so that we look into this further. Okay? You can also send it to our website, and I'll make sure to save it.\n\nChannel 1: I'll send it to... On the on the website in this conversation.\n\nChannel 0: Yes. Because going through the previous month as well, it's also showing EFT. No direct debit. Let me know once you send it so that I can review it. Let me just save this as well.\n\nHave you sent it yet?\n\nChannel 1: There was something.\n\nChannel 0: Let me check it. So this is for July nineteen four ninety nine four ninety\n\nChannel 1: You see that? That's a direct debit. It's not an EFT transfer.\n\nChannel 0: 5.\n\nChannel 1: The bank shows that when it's a direct debit.\n\nChannel 0: Do you have some other photo or a receipt or a screenshot that says direct debit?\n\nChannel 1: Sorry? I sent... What do you mean? I sent... I just sent you I sent you the the the the screenshot from the bank.\n\nAnd look, that's from my Airtel account. It says payment method, direct debit.\n\nChannel 0: Alright. Can... If I may ask, how were you able to log in to your Airtel account?\n\nChannel 1: What do you mean how was I able to log in? I just logged in through a customer portal.\n\nChannel 0: Because you mentioned earlier that this is from your card. So I would also like you to log in to your customer portal to also see your documents when you are making a payment. On your customer portal, you'll be able to see everything from your invoice, recurring invoices, and the payments that you made.\n\nChannel 1: Yeah.\n\nChannel 0: Are you now logged in to your customer portal?\n\nChannel 1: Sir, I'm so confused. So all those payments that you're telling me I've paid, you're saying what? They weren't real?\n\nChannel 0: Yes. It's all EFT. I mean, earlier, I was looking for... That was my mistake. I was looking for a different customer.\n\nThat's why we had in different date from July. Yours was July 19. Mine was different, so I went back to your account and found the July 19 transaction, which is the EFT. For June 25, you will be able to see your June 25 transaction from your credit card. And on your portal, it'll be showing as an ESG payment type.\n\nChannel 1: Sorry. Where where do I check where do I check what you want me to check?\n\nChannel 0: Yeah. On the same website, airtel.net.au, you you just have to log in.\n\nChannel 1: Yep.\n\nChannel 0: Uh-huh. Are you now logged in to your portal?\n\nChannel 1: Yes. I'm logged in.\n\nChannel 0: Just making sure that you're logged in. You are supposed to be seeing your name on your upper right corner of the screen. Are you seeing it?\n\nChannel 1: Where?\n\nChannel 0: Upper right corner of your screen, of your phone. It should...\n\nChannel 1: No.\n\nChannel 0: Your name\n\nChannel 1: No.\n\nChannel 0: should\n\nChannel 1: I'm\n\nChannel 0: appear.\n\nChannel 1: not. No. I'm\n\nChannel 0: So if\n\nChannel 1: not.\n\nChannel 0: that's the case, then you're not yet logged in to your customer portal, Adam.\n\nChannel 1: Is\n\nChannel 0: Please\n\nChannel 1: this Airtel,\n\nChannel 0: click\n\nChannel 1: or am\n\nChannel 0: my\n\nChannel 1: I\n\nChannel 0: account.\n\nChannel 1: speaking to someone else?\n\nChannel 0: Yeah. This is Airtel.\n\nChannel 1: I'll just send you a screenshot so you can see for yourself. It literally says in the URL, portal.airtel.net.au. That's an unpaid invoice.\n\nChannel 0: And that's for an invoice for September 1. Can you click on the show all financial documents?\n\nChannel 1: Yep. And then what?\n\nChannel 0: Mhmm. And then after clicking it, what does it show?\n\nChannel 1: It shows all\n\nChannel 0: Are\n\nChannel 1: the\n\nChannel 0: you\n\nChannel 1: invoices\n\nChannel 0: see...\n\nChannel 1: that I've paid.\n\nChannel 0: Okay. Can you click any of the date from July 19, which is your payment, to see the payment type that was used to pay for the invoice?\n\nChannel 1: That's the right amount. Thirtieth. Yeah. Thirtieth of the eighth. $79.95.\n\nChannel 0: Okay.\n\nChannel 1: Payment. Payment. Recurring invoice. I don't understand what's... What am I looking at?\n\nChannel 0: You should... On the date of August 30, you will see, after the check icon, that square icon with a small arrow pointing on the upper right direction, you can click that. That's where you can see the payment type that was made during... I mean, paying the the invoice.\n\nChannel 1: It looks the same.\n\nChannel 0: Were you able to click this where I can with arrow? On... Once you click that, you should be seeing... Let me go back to my end. View the payment with the invoice number, the payment type, the sum that you paid with the receipt number, and the payment date.\n\nChannel 1: I'm sorry. I'm not understanding what you're talking about.\n\nChannel 0: Okay. Alright. Let's go back to the screenshot that you sent to me earlier from your portal, the dashboard. I told you earlier to click on the show all financial documents, and then you found the date for August\n\nChannel 1: Yes.\n\nChannel 0: thirtieth\n\nChannel 1: Yes. I'm\n\nChannel 0: payment.\n\nChannel 1: there now. I'm in that page.\n\nChannel 0: Alright. Are you on the were you able... Were you already clicked the square icon with the arrow? Sure.\n\nChannel 1: Just send you a screenshot there.\n\nChannel 0: Okay. Let me see. And can you tell me what happened when you click on the payment, the green one with dated August 30? It must show a drop down information with further details.\n\nChannel 1: Nothing. It just says total $79.95. Payment date, thirtieth of the eighth.\n\nChannel 0: What information are you seeing when\n\nChannel 1: It\n\nChannel 0: you click\n\nChannel 1: says...\n\nChannel 0: this...\n\nChannel 1: Yeah. It says EFT.\n\nChannel 0: Yeah. So\n\nChannel 1: So\n\nChannel 0: this\n\nChannel 1: if\n\nChannel 0: is\n\nChannel 1: that's\n\nChannel 0: the payment\n\nChannel 1: the case,\n\nChannel 0: that\n\nChannel 1: then should I just go and dispute all of these EFTs? Because I never paid these. There's one time invoices. Those are specifically spoke to someone on the phone who made those for me so I could finish paying off whatever was overdue at the time. But then there's a recurring invoice, and it says paid on the thirtieth thirtieth of the eighth.\n\nChannel 0: Yeah. So EFT shows when you... When... Do you normally call us to pay the... To make the payment?\n\nChannel 1: No. I don't call you to make the payment. It just comes out of my account every month.\n\nChannel 0: Okay. So I'll take note of every screenshots and photos that you've sent.\n\nChannel 1: Yeah. Look at this.\n\nChannel 0: Sure.\n\nChannel 1: That's the payment that came out of my account on the thirtieth of the eighth. It usually says paid thirtieth of the eighth.\n\nChannel 0: It shows a recurring invoice.\n\nChannel 1: And the\n\nChannel 0: How\n\nChannel 1: status\n\nChannel 0: about\n\nChannel 1: required.\n\nChannel 0: clicking the... Yeah. It's paid. But if you will gonna... You were able to click earlier the payment section with the AST information.\n\nIt has been paid yet because it was it was paid August 30.\n\nChannel 1: Yes. Exactly. August 30.\n\nChannel 0: And when you click the payment\n\nChannel 1: So are you telling me I've been charged twice? Is that what you're trying to say?\n\nChannel 0: no. No. I'm not. I'm just\n\nChannel 1: Then\n\nChannel 0: giving\n\nChannel 1: why is there\n\nChannel 0: you\n\nChannel 1: two why is there two... The one on top of it says paid on... It says thirtieth of the eighth as well.\n\nChannel 0: The one... I mean, the black one is your invoice, the recurring invoice, and then the green one on top of it is the payment transaction. So that's why you're seeing a same date because one is for the recurring invoice and one is for the payment.\n\nChannel 1: So the recurring invoice, that's not... That wasn't paid. The... It says it was paid.\n\nChannel 0: Yes. It is already paid, but the payment information or the transaction is located in the payment section, which is the green one on top of it, August 30. And then you... The recurring invoice that you're receiving on the top part, which is dated September 1, that's your invoice for September one to thirtieth. If you'll be making a payment this September, you'll be seeing another payment section at the top of the recurring invoice.\n\nSo this\n\nChannel 1: Yeah.\n\nChannel 0: is...\n\nChannel 1: But\n\nChannel 0: There's\n\nChannel 1: the\n\nChannel 0: going\n\nChannel 1: thing\n\nChannel 0: to\n\nChannel 1: is\n\nChannel 0: be...\n\nChannel 1: I don't I I don't make the payments. They come out of my account.\n\nChannel 0: Alright. So for this one, Adam, I know that you mentioned\n\nChannel 1: Listen.\n\nChannel 0: beforehand\n\nChannel 1: Listen.\n\nChannel 0: that\n\nChannel 1: For me for me to make an EFT payment, right, I have to log in to the portal. I have to click pay by Worldline or pay by pay risk. I have to put in my card details, and I have to press pay. I didn't do that. I've never done that.\n\nI did that maybe three months ago when I was on the phone with someone else, a guy, and I spoke to him. And he said, I'll help you out with your overdue payments. He made them into one time invoices. That's why if you go down, it says there's multiple one time invoices. And those were the ones that I manually paid.\n\nI went and paid each one by EFT. Until later on, then they just became automatic again. So now I didn't pay anything. If I did, I would remember. It's not something you would forget.\n\nYou wouldn't forget going grocery shopping and paying for groceries. It just doesn't make sense. So\n\nChannel 0: Mhmm.\n\nChannel 1: how are\n\nChannel 0: I\n\nChannel 1: you\n\nChannel 0: really\n\nChannel 1: telling\n\nChannel 0: under\n\nChannel 1: me that this is an EFT? If that's the case, then I'll... I should go dispute it with with the bank, and every single one of these EFT payments, I'll ask them to refund.\n\nChannel 0: Yes. I really understand where you're coming from, Aidan. The payment that was made August 30 was AST. And since you mentioned earlier that you're having a financial hardship, you can. You're welcome to contact your issuing bank dispute the charges.\n\nBut it\n\nChannel 1: Okay.\n\nChannel 0: depends on your issuing bank, the process disputing the charges work. I will also take note of your account and regarding what happened. And then once I've already added it, check on those, we'll go move forward to your Internet connection. Okay?\n\nChannel 1: Okay. So what's the next step?\n\nChannel 0: Alright. I successfully documented everything on my end, Aram. Saved all the photo that you sent and regarding with the electronic fan transfer. So this is going to be a fund to your account transferring to for making the payment. And now\n\nChannel 1: Sorry?\n\nChannel 0: we'll move forward with your Internet connection. Can you tell me what error message you're receiving every time you are trying to connect with your Internet?\n\nChannel 1: It doesn't actually show up. So if you ever... My wife spoke to yesterday, they said to her, turn it off for twenty minutes and then turn it back on. So when you called me, I turned it off. I'm turning it back on now.\n\nLet's see.\n\nChannel 0: Okay.\n\nChannel 1: Yeah. It's still not coming up. The\n\nChannel 0: Can\n\nChannel 1: actual\n\nChannel 0: you tell\n\nChannel 1: network,\n\nChannel 0: me the status? Mhmm.\n\nChannel 1: it's not coming up on my Wi Fi. The network.\n\nChannel 0: But are you seeing a stabilized light or a flashing green light on your router?\n\nChannel 1: It's flashing yellow or green or whatever. A yellow light.\n\nChannel 0: And you mentioned earlier about calling yesterday. Right?\n\nChannel 1: Now it's flashing red at the bottom.\n\nChannel 0: Did you call yesterday regarding the same concern with your Internet?\n\nChannel 1: Yes. I called yesterday.\n\nChannel 0: And after the call yesterday, the Internet is not yet restart. Right?\n\nChannel 1: No.\n\nChannel 0: Okay. If I may ask troubleshooting instead because we might gonna have to troubleshoot again. And then if there's still a problem, we will need to file a ticket for this.\n\nChannel 1: Okay.\n\nChannel 0: Alright. Hold on. Can you tell me the status of the color green on your router?\n\nChannel 1: It's\n\nChannel 0: Is\n\nChannel 1: red.\n\nChannel 0: it solid?\n\nChannel 1: It's it's fucking\n\nChannel 0: Oh,\n\nChannel 1: red.\n\nChannel 0: any other color?\n\nChannel 1: No.\n\nChannel 0: It's only flashing red and there's no green color. Correct?\n\nChannel 1: Correct. Yeah.\n\nChannel 0: Okay.\n\nChannel 1: Let me guess. I'm gonna restart it again. How long is this gonna take?\n\nChannel 0: We will need to troubleshoot, so it will need some time. We have to make sure that physical connections are properly connected.\n\nChannel 1: Nothing nothing happened. It just randomly crashed. It stopped working. We called you guys. I don't know who...\n\nMaybe maybe Melissa. I don't know who was on the phone yesterday.\n\nChannel 0: Mhmm.\n\nChannel 1: She said... Or whoever was there said turn it off for twenty minutes and turn it back on, and it should be be good to go. And she said call me back once you once you've done it. If you have any problems, let me know. We turned it off for twenty minutes.\n\nWe turned it back on. It still didn't work. We tried calling back, and it just kept going to voice mail.\n\nChannel 0: Hold on. Let me check here.\n\nChannel 1: Where's the... Where's that guy that I usually speak to? There's usually a guy that I speak to.\n\nChannel 0: Because I checked on our end, your account is active. There's no outage as well with from the network. So we just need to troubleshoot with the router. Okay. So you mentioned earlier that the physical connections are fine.\n\nFlashing\n\nChannel 1: Yes.\n\nChannel 0: red is showing on your end. Any other color that you're saying or\n\nChannel 1: No. I\n\nChannel 0: indicator\n\nChannel 1: told\n\nChannel 0: like?\n\nChannel 1: you it's just flashing red. We've gone over this now three times. We've said the same thing. Everything is plugged in. It's flashing red.\n\nIt's not it's not working. I don't know what you want me to do. Do you want me to restart it?\n\nChannel 0: No, please. Because that might restart with... I mean, default.\n\nChannel 1: Well, clearly, that's what needs to happen because it's not working.\n\nChannel 0: No. We add... We advise customers not to restart the the\n\nChannel 1: Every\n\nChannel 0: router\n\nChannel 1: time\n\nChannel 0: because\n\nChannel 1: every\n\nChannel 0: it might\n\nChannel 1: time this happens, I call and the guy that I speak to tells me to restart it every single time. And this has happened before. This isn't the first time it happens. Isn't there someone else I can speak to? Any technician or someone?\n\nChannel 0: I'm sorry, Adam. There... No. But since we already\n\nChannel 1: How many\n\nChannel 0: have\n\nChannel 1: people\n\nChannel 0: here the\n\nChannel 1: work\n\nChannel 0: details.\n\nChannel 1: in this company? Is it just you and two people?\n\nChannel 0: Right now, yes.\n\nChannel 1: Well, that's good. And you clearly don't know what you're talking about. I'm just reading a script.\n\nChannel 0: Can we continue now, Ed? I'm sorry. This will take time. I I might need to ask you some photo before we finish. Hello, Adam?\n\nChannel 1: Yeah. Hello?\n\nChannel 0: Yeah. Could you send me a photo showing the NTD or the connected ports or cables and lights? I'll leave you some information so that we can file a ticket afterwards.\n\nChannel 1: I'm just gonna reset it.\n\nChannel 0: So it'll be turned on now again.\n\nChannel 1: Yes. Because I already set it.\n\nChannel 0: Okay. Any changes with the indicator lights?\n\nChannel 1: I'm trying to get... What's the website called? The one that you're going into to fix the ship.\n\nChannel 0: Hold on. It's 1921681\n\nChannel 1: One nine two dot one six eight dot one dot one.\n\nChannel 0: 1.\n\nChannel 1: Sorry. What was that again?\n\nChannel 0: 19216811.\n\nChannel 1: It's not loading.\n\nChannel 0: Okay. So please make sure your device is connected to the router's Wi Fi network.\n\nChannel 1: It is. It is.\n\nChannel 0: Alright? And is it not loading? Because you can still access the router settings even though there's no Internet connection yet.\n\nChannel 1: Yes. I know. It's not loading. I said that.\n\nChannel 0: Alright. So if that's the case, then we will need to file a ticket for this one. Adam mentioned that you have already reached out yesterday. However, after the twenty minute unplugging and unplugging it again, it's still the same. We will have to file a ticket, and I need some photos from you to attach from the ticket that I will file.\n\nOkay?\n\nChannel 1: Hold\n\nChannel 0: Alright. So right now, I will ask you to send me the picture of your\n\nChannel 1: on.\n\nChannel 0: cable connections from your NTD to the router.\n\nChannel 1: I did it. You... It was actually tape a link. You gave me the wrong URL. It was tapealinkwifi.net.\n\nChannel 0: We normally use those combination of numbers for the router's IP address.\n\nChannel 1: What's the username and password?\n\nChannel 0: Let me see. Hold on. It's one two four zero zero zero zero zero.\n\nChannel 1: Sorry. So four, how many zeros?\n\nChannel 0: No. There's no four, but four number zeros. 0000\n\nChannel 1: Yep.\n\nChannel 0: four six three\n\nChannel 1: Yep.\n\nChannel 0: at\n\nChannel 1: Yeah.\n\nChannel 0: airtel dot net dot a u.\n\nChannel 1: And the past ones?\n\nChannel 0: And the password, let me check.\n\nChannel 1: Is it the one that\n\nChannel 0: It's\n\nChannel 1: I just made?\n\nChannel 0: sorry?\n\nChannel 1: Is it the one that I just made?\n\nChannel 0: We can try the password that I will have to offer for you. It's\n\nChannel 1: Awesome.\n\nChannel 0: UppercaseLetterA\n\nChannel 1: Yep.\n\nChannel 0: IR\n\nChannel 1: Yep.\n\nChannel 0: 1230\n\nChannel 1: Yep.\n\nChannel 0: 463. Are you in?\n\nChannel 1: Yep.\n\nChannel 0: And we just want to make sure that you have the correct PPPoE logins. If you can go to the Internet settings on your router settings.\n\nChannel 1: Hold on one second.\n\nChannel 0: Uh-huh.\n\nChannel 1: It's still loading. Unable to connect back to this device. Please check your network connection and refresh this page.\n\nChannel 0: So the logins were accepted. However, upon clicking submit or log in, it showed you that screen. Correct?\n\nChannel 1: Yeah.\n\nChannel 0: K. So for this one, Adam, we'll need... Please also send me a screenshot for that so that everything is collated on my end when I file the ticket. Again, I would also ask for the physical cable connections from your NTD to the router. And...\n\nChannel 1: I'm just gonna do it again.\n\nChannel 0: Okay. Just a few reminder, Adam, the mobile data should be turned off when you try to log... Access the router's address.\n\nChannel 1: Okay.\n\nChannel 0: Okay.\n\nChannel 1: Alright. Let's see. Internet not connected. Please check if the LAN port is properly connected. Yes.\n\nIt is. It's saying Internet not connected. So that means it must be something from your end because the modem is back to normal. It's flashing blue. The network is coming back up in my settings, but it just says there's no Internet connection.\n\nChannel 0: Alright. I just wanna make sure that the credentials for the PTPOE logins are correct. Can we go back to your realtor's settings\n\nChannel 1: My router?\n\nChannel 0: on your phone where you access the realtor's address?\n\nChannel 1: Yeah. Isn't it 1230?\n\nChannel 0: Yeah. But you're able to access this... To access that. Correct?\n\nChannel 1: Yeah. It's here.\n\nChannel 0: And...\n\nChannel 1: It's\n\nChannel 0: Okay.\n\nChannel 1: 0000463@airtel.net.au,Capitala,\n\nChannel 0: So Uh-huh.\n\nChannel 1: lowercase I r one two three zero four six three.\n\nChannel 0: Were you able to log in to the admin...\n\nChannel 1: Yeah. I got all the way to the end. I changed the the password and the the network name.\n\nChannel 0: Okay.\n\nChannel 1: And then when\n\nChannel 0: Okay.\n\nChannel 1: I get to the end......\n\nChannel 0: Can you, right,\n\nChannel 1: Just...\n\nChannel 0: can you go to the Internet settings, please?\n\nChannel 1: Yep.\n\nChannel 0: When you go to the Internet settings, look for... Hold on. It should... In your Internet settings, the connection type. Are you seeing a connection type?\n\nChannel 1: Yeah. But it's saying no Internet connection.\n\nChannel 0: I'm sorry?\n\nChannel 1: It's saying no Internet connection. It's connected to the network, but it says no Internet connection.\n\nChannel 0: Is it still possible for you to go through the Internet settings?\n\nChannel 1: Yes.\n\nChannel 0: Alright. On your... On the connection type, you should be changing the connection. The connection type must be labeled as\n\nChannel 1: PPPO\n\nChannel 0: Yes.\n\nChannel 1: eight. Yeah. That's what I have already.\n\nChannel 0: Enter the... Yeah. And you've already entered the username that I provided\n\nChannel 1: Yes.\n\nChannel 0: to you and also\n\nChannel 1: Yes.\n\nChannel 0: the PPOE password?\n\nChannel 1: Yes.\n\nChannel 0: Alright. So if that's the case, then we've already progressed with the PPPoE settings. I will need to file a ticket for this one, Adam. So I will be needing you to send me some photos so that we can attach it one... To file a ticket.\n\nChannel 1: So, yeah, basically, it's not gonna be fixed today.\n\nChannel 0: Yes. So I will need to file a ticket and have it sent\n\nChannel 1: So\n\nChannel 0: to the\n\nChannel 1: what am\n\nChannel 0: network.\n\nChannel 1: I what am I paying for? I don't understand. You guys take a payment from me during a time where I've specifically said I'm having financial hardship. And then on top of that, the Internet's not working, and you told me there's nothing you can do about it.\n\nChannel 0: I do apologize for any inconvenience\n\nChannel 1: And to\n\nChannel 0: that\n\nChannel 1: top\n\nChannel 0: may...\n\nChannel 1: it\n\nChannel 0: This\n\nChannel 1: off, every single thing that we've gotten through at... Up to this point has only been the case because I've I've been the one that's said to you, let's restart it and do this. If I was... If I sat there listening to what you were telling me, I would still be checking the box right now looking at colors.\n\nChannel 0: Yeah. Because I I will need those photo or details on my end when I file a ticket. Complete\n\nChannel 1: I\n\nChannel 0: information,\n\nChannel 1: know what\n\nChannel 0: miss\n\nChannel 1: you\n\nChannel 0: Lee.\n\nChannel 1: need. I know what you need. My question to you is what am I paying for? Why have you taken a payment from my account if I'm not even receiving the service?\n\nChannel 0: Yes. For this one, Adam, we'll be sending this request to the network so that you can be connected to your Internet right away. We've already checked on your settings... I mean, router settings, and you are already logged in. And the next step now is to contact the network and have it investigated on their end.\n\nChannel 1: And how long is that gonna take?\n\nChannel 0: We'll have to wait for their response when we file a ticket today.\n\nChannel 1: And how long will that take?\n\nChannel 0: Please give them maximum forty eight hours, and then\n\nChannel 1: Forty eight\n\nChannel 0: we\n\nChannel 1: hours.\n\nChannel 0: we we will back... Yeah. We'll back... We'll be back to you on Monday to give you any update regarding with your Internet connection.\n\nChannel 1: But I need my Internet to do my work. It's already been two days now.\n\nChannel 0: Yeah. To make this sorted out, I know time is running. For me to fill a ticket as soon as possible before we end this call, I will need those photos from you, Adam.\n\nChannel 1: Don't you have a technician that you can send?\n\nChannel 0: I'm sorry. We normally don't send a technician, but, filing a ticket to the network. I only have some... I I only need some... One, two, three photos, for me to file the ticket.\n\nSo that's including the label on the back of your router, the NTD network connection from your router showing the cables are properly connected, and also the indicator lights. So that's the only photo that I need from you for me to be able to sell a ticket to get this sorted and fixed for you on the network end.\n\nChannel 1: Why is this happening? But I don't understand.\n\nChannel 0: Yeah. No worries. Our network will... Once we have an answer from the network, we'll get in touch with you as well.\n\nChannel 1: But can I ask you why does this happen every couple of months?\n\nChannel 0: For that one, I can also add that on my annotations when I file a ticket. If you will provide me a specific date or time when you experience the same scenario so that they can also look into their end as well.\n\nChannel 1: Who's this number for? 043763744.\n\nChannel 0: Sorry. What's the number again?\n\nChannel 1: 0403763744.\n\nChannel 0: Hold on.\n\nChannel 1: Oh my goodness. You gave me the wrong password. That's why it's not working. For fuck's sake. It's not 04.\n\nIt's at 43663, whatever. That's why it's not working because you actually gave me the wrong password. It's nothing to do with the network. It's... You don't know how to do your job.\n\nFuck's sake, bro. What an actual joke. Hello?\n\nChannel 0: Yes.\n\nChannel 1: Who's that number for?\n\nChannel 0: Hold on.\n\nChannel 1: Hello?\n\nChannel 0: Yes. I'm still here. Hold on. That's 0430403766044. And what...\n\nAnd where did you get this number?\n\nChannel 1: What do you mean? I just have it on my phone. I think I fixed it.\n\nChannel 0: Were you able to\n\nChannel 1: I'm not\n\nChannel 0: enter\n\nChannel 1: sure.\n\nChannel 0: your password?\n\nChannel 1: Alright. Hold\n\nChannel 0: Mhmm.\n\nChannel 1: on. Yeah. I fixed it because... You know why? Because you actually gave me the wrong password.\n\nChannel 0: I'm so sorry for that, Adam. I actually relay on the documents or on your account that I have a... An\n\nChannel 1: I\n\nChannel 0: access\n\nChannel 1: don't know.\n\nChannel 0: with.\n\nChannel 1: Okay. I I I know that I know that, but do you know how much of a joke that is considering this is a... It's a it's a telecom provider? Like, you guys have so many so many houses connected to Wi Fi, and we're all relying on a person that doesn't even know anything about Wi Fi. How does that make sense?\n\nI just don't understand. And, like, how is it that I, the customer, am the one that's figuring it out by myself, and you're just helping me a little.\n\nChannel 0: Well, Adam, I really agree... I mean, I really understand where you're coming from. So I just had a limited access in your... On the system, so\n\nChannel 1: I\n\nChannel 0: I\n\nChannel 1: know,\n\nChannel 0: had\n\nChannel 1: but\n\nChannel 0: to\n\nChannel 1: my point point is,\n\nChannel 0: exhaust.\n\nChannel 1: what... You're the only person working. Wasn't there anyone else?\n\nChannel 0: No worries. I'll take note of that and making sure that I'll be able to have an access maximizing\n\nChannel 1: Yeah. And and will\n\nChannel 0: each\n\nChannel 1: you\n\nChannel 0: and\n\nChannel 1: guys\n\nChannel 0: every\n\nChannel 1: compensate\n\nChannel 0: one of the customer's\n\nChannel 1: me for this\n\nChannel 0: account?\n\nChannel 1: inconvenience?\n\nChannel 0: I'm sorry?\n\nChannel 1: Will I be compensated to inconvenience?\n\nChannel 0: Sure. I'll talk with our accounting department and also regarding what happened with your EFT concern earlier.\n\nChannel 1: Yeah, please.\n\nChannel 0: We're just making sure you're now connected with your Internet.\n\nChannel 1: Yes. No. Connect.\n\nChannel 0: Alright. Anything else I can help you with?\n\nChannel 1: That's all. Thank you.\n\nChannel 0: Alright. Thank you so\n\nChannel 1: No.\n\nChannel 0: much\n\nChannel 1: Thank\n\nChannel 0: for your\n\nChannel 1: you.\n\nChannel 0: patience and time,\n\nChannel 1: Bye.\n\nChannel 0: Adam.","paragraphs":[{"sentences":[{"text":"Thank you for calling Airtel.","start":1.04,"end":2.3999999,"sentiment":"positive","sentiment_score":0.5409358859062194},{"text":"My name is Mary.","start":2.3999999,"end":3.28,"sentiment":"positive","sentiment_score":0.5145544335246086},{"text":"May I have your name, please?","start":3.28,"end":4.5,"sentiment":"neutral","sentiment_score":0.3099374274412791}],"sentiment":"positive","sentiment_score":0.4415014485518138,"channel":0,"num_words":15,"start":1.04,"end":4.5},{"sentences":[{"text":"Yeah.","start":6.3999996,"end":6.72,"sentiment":"neutral","sentiment_score":0.03222963958978653},{"text":"Hi.","start":6.72,"end":7.22,"sentiment":"neutral","sentiment_score":-0.023175226524472237},{"text":"I've sent you an email, but I still haven't received a response.","start":7.9199996,"end":10.82,"sentiment":"neutral","sentiment_score":-0.1932315155863762}],"sentiment":"neutral","sentiment_score":-0.16498026956937142,"channel":1,"num_words":14,"start":6.3999996,"end":10.82},{"sentences":[{"text":"Hello.","start":12.794999,"end":13.115,"sentiment":"neutral","sentiment_score":0.004285633563995361},{"text":"May I have your name, please?","start":13.115,"end":14.414999,"sentiment":"neutral","sentiment_score":0.03282992293437322}],"sentiment":"neutral","sentiment_score":0.028752167310033525,"channel":0,"num_words":7,"start":12.794999,"end":14.414999},{"sentences":[{"text":"Adam.","start":14.88,"end":15.38,"sentiment":"neutral","sentiment_score":0.016125548630952835}],"sentiment":"neutral","sentiment_score":0.016125548630952835,"channel":1,"num_words":1,"start":14.88,"end":15.38},{"sentences":[{"text":"Hi, Adam.","start":16.955,"end":17.595,"sentiment":"neutral","sentiment_score":0.0640484094619751},{"text":"How are you doing?","start":17.595,"end":18.395,"sentiment":"neutral","sentiment_score":0.11433661915361881},{"text":"I tried calling you earlier, but was routed to voice mail.","start":18.395,"end":21.355,"sentiment":"neutral","sentiment_score":-0.09929344599897211},{"text":"And right now, I'm just drafting an email for reply.","start":21.355,"end":24.794998,"sentiment":"neutral","sentiment_score":-0.05749107375741005},{"text":"And thank you so much for reaching us.","start":24.794998,"end":26.895,"sentiment":"positive","sentiment_score":0.46369216963648796}],"sentiment":"neutral","sentiment_score":0.07508120025907244,"channel":0,"num_words":35,"start":16.955,"end":26.895},{"sentences":[{"text":"Yeah.","start":27.9,"end":28.140001,"sentiment":"neutral","sentiment_score":-0.028089992702007297},{"text":"Regarding your email, I can see here that you are...","start":28.140001,"end":33.36,"sentiment":"neutral","sentiment_score":-0.1415410779416561},{"text":"I mean, the network is not working.","start":33.98,"end":36.32,"sentiment":"negative","sentiment_score":-0.4216994685786111},{"text":"Is that correct?","start":36.78,"end":37.68,"sentiment":"neutral","sentiment_score":-0.11954709390799205}],"sentiment":"neutral","sentiment_score":-0.22638277780442012,"channel":0,"num_words":21,"start":27.9,"end":37.68},{"sentences":[{"text":"Correct.","start":38.3,"end":38.62,"sentiment":"neutral","sentiment_score":-0.042762719094753265},{"text":"Yeah.","start":38.62,"end":39.12,"sentiment":"neutral","sentiment_score":-0.04522913321852684},{"text":"And","start":39.82,"end":40.32,"sentiment":"neutral","sentiment_score":-0.060645341873168945}],"sentiment":"neutral","sentiment_score":-0.04954573139548302,"channel":1,"num_words":3,"start":38.3,"end":40.32},{"sentences":[{"text":"Mhmm.","start":40.06,"end":40.38,"sentiment":"neutral","sentiment_score":-0.05602602660655975}],"sentiment":"neutral","sentiment_score":-0.05602602660655975,"channel":0,"num_words":1,"start":40.06,"end":40.38},{"sentences":[{"text":"my","start":40.379997,"end":40.54,"sentiment":"neutral","sentiment_score":-0.08467423170804977}],"sentiment":"neutral","sentiment_score":-0.08467423170804977,"channel":1,"num_words":1,"start":40.379997,"end":40.54},{"sentences":[{"text":"Because","start":40.38,"end":40.88,"sentiment":"neutral","sentiment_score":-0.10739647597074509}],"sentiment":"neutral","sentiment_score":-0.10739647597074509,"channel":0,"num_words":1,"start":40.38,"end":40.88},{"sentences":[{"text":"wife spoke to someone yesterday, and they said to her, you can call back.","start":40.54,"end":44.995,"sentiment":"neutral","sentiment_score":-0.15049513961587632},{"text":"She tried calling back and no answer.","start":44.995,"end":47.335,"sentiment":"neutral","sentiment_score":-0.31230853285108295}],"sentiment":"neutral","sentiment_score":-0.2044329373609452,"channel":1,"num_words":21,"start":40.54,"end":47.335},{"sentences":[{"text":"because here's what happened, Adam.","start":50.025,"end":52.685,"sentiment":"neutral","sentiment_score":-0.16360532641410827},{"text":"On...","start":52.745003,"end":53.245003,"sentiment":"neutral","sentiment_score":-0.0466485470533371},{"text":"Let me go back to our email.","start":53.705,"end":55.705,"sentiment":"neutral","sentiment_score":-0.06230316098247256},{"text":"On the twenty ninth, we...","start":55.705,"end":58.969997,"sentiment":"neutral","sentiment_score":-0.036352334544062614},{"text":"Or hold on.","start":60.23,"end":61.37,"sentiment":"neutral","sentiment_score":-0.060582498709360756}],"sentiment":"neutral","sentiment_score":-0.07925268927855152,"channel":0,"num_words":21,"start":50.025,"end":61.37},{"sentences":[{"text":"On the twenty ninth, we automatically unsuspended your connection, so it was not actually successfully suspended.","start":68.39,"end":77.205,"sentiment":"neutral","sentiment_score":-0.13187751593068242},{"text":"So if you are having an Internet problem with your Internet, could you provide me some error message while trying to connect you...","start":78.065,"end":88.085,"sentiment":"neutral","sentiment_score":-0.16927852708360422},{"text":"Connect to your Wi Fi.","start":88.41,"end":89.630005,"sentiment":"neutral","sentiment_score":-0.06371648833155633}],"sentiment":"neutral","sentiment_score":-0.14368247316980903,"channel":0,"num_words":44,"start":68.39,"end":89.630005},{"sentences":[{"text":"Sorry?","start":92.03999,"end":92.53999,"sentiment":"neutral","sentiment_score":-0.0606401190161705}],"sentiment":"neutral","sentiment_score":-0.0606401190161705,"channel":1,"num_words":1,"start":92.03999,"end":92.53999},{"sentences":[{"text":"Could you provide me, the error message that you're receiving whenever you connect to your Internet?","start":94.89001,"end":100.11,"sentiment":"neutral","sentiment_score":-0.08335373527370393}],"sentiment":"neutral","sentiment_score":-0.08335373527370393,"channel":0,"num_words":16,"start":94.89001,"end":100.11},{"sentences":[{"text":"What do you mean the error message?","start":100.67999,"end":102.299995,"sentiment":"neutral","sentiment_score":-0.07013677912099021},{"text":"The the...","start":105.055,"end":105.535,"sentiment":"neutral","sentiment_score":-0.0531829334795475},{"text":"It's not even coming up on my on my Wi Fi networks.","start":105.535,"end":108.83501,"sentiment":"neutral","sentiment_score":-0.21985169251759848}],"sentiment":"neutral","sentiment_score":-0.15407350623891466,"channel":1,"num_words":21,"start":100.67999,"end":108.83501},{"sentences":[{"text":"Because on the same day, Saturday, I...","start":114.6,"end":117.42,"sentiment":"neutral","sentiment_score":-0.12012654223612376},{"text":"We inform you that we already restart your Internet.","start":117.479996,"end":120.46,"sentiment":"neutral","sentiment_score":-0.1038273423910141},{"text":"Do you have an access to your...","start":121.0,"end":122.7,"sentiment":"neutral","sentiment_score":-0.04512227539505277},{"text":"Or any device that you can use so that we can try logging in to your router's credentials?","start":122.76,"end":129.24501,"sentiment":"neutral","sentiment_score":-0.06777485439346896}],"sentiment":"neutral","sentiment_score":-0.08075939473219035,"channel":0,"num_words":41,"start":114.6,"end":129.24501},{"sentences":[{"text":"It was it was on the other day after you...","start":132.355,"end":136.19499,"sentiment":"neutral","sentiment_score":-0.10138208791613579},{"text":"After...","start":136.19499,"end":136.69499,"sentiment":"neutral","sentiment_score":-0.041857700794935226},{"text":"And then and then I...","start":137.315,"end":139.25499,"sentiment":"neutral","sentiment_score":-0.06558329463005066},{"text":"You guys took a payment.","start":139.555,"end":140.935,"sentiment":"neutral","sentiment_score":-0.2521334022283554}],"sentiment":"neutral","sentiment_score":-0.12591724115468206,"channel":1,"num_words":21,"start":132.355,"end":140.935},{"sentences":[{"text":"Okay.","start":141.73,"end":142.23,"sentiment":"neutral","sentiment_score":-0.27830058336257935}],"sentiment":"neutral","sentiment_score":-0.27830058336257935,"channel":0,"num_words":1,"start":141.73,"end":142.23},{"sentences":[{"text":"That's why this is so frustrating because, like I said to you, I'm currently experiencing financial hardship.","start":145.14,"end":152.34,"sentiment":"negative","sentiment_score":-0.5420914835789624},{"text":"My bank's blocked my business account, and I'm owed four weeks worth of wage that hasn't come in yet.","start":152.34,"end":160.095,"sentiment":"negative","sentiment_score":-0.5548305260507684},{"text":"And there's nothing I can do about it until ASIC Re registers my company.","start":160.095,"end":164.675,"sentiment":"negative","sentiment_score":-0.5440091086285455},{"text":"That's why I sent you an email saying I'm currently experiencing financial hardship.","start":165.215,"end":169.155,"sentiment":"negative","sentiment_score":-0.39839667081832886},{"text":"Then you guys went ahead and took a payment from my account anyway.","start":169.69499,"end":173.315,"sentiment":"neutral","sentiment_score":-0.32286793222794163}],"sentiment":"negative","sentiment_score":-0.48355134968694885,"channel":1,"num_words":76,"start":145.14,"end":173.315},{"sentences":[{"text":"Hold on.","start":175.05,"end":175.53,"sentiment":"neutral","sentiment_score":-0.11746066063642502},{"text":"Let me check that.","start":175.53,"end":176.91,"sentiment":"neutral","sentiment_score":-0.07465415447950363}],"sentiment":"neutral","sentiment_score":-0.08892298986514409,"channel":0,"num_words":6,"start":175.05,"end":176.91},{"sentences":[{"text":"And you can see that via email.","start":178.93001,"end":181.67001,"sentiment":"neutral","sentiment_score":-0.037529367953538895}],"sentiment":"neutral","sentiment_score":-0.037529367953538895,"channel":1,"num_words":7,"start":178.93001,"end":181.67001},{"sentences":[{"text":"Let me","start":183.29,"end":183.885,"sentiment":"neutral","sentiment_score":0.001794235548004508}],"sentiment":"neutral","sentiment_score":0.001794235548004508,"channel":0,"num_words":2,"start":183.29,"end":183.885},{"sentences":[{"text":"Payment received on the August 31.","start":184.77,"end":187.19,"sentiment":"neutral","sentiment_score":-0.012219042206803957}],"sentiment":"neutral","sentiment_score":-0.012219042206803957,"channel":1,"num_words":6,"start":184.77,"end":187.19},{"sentences":[{"text":"see.","start":192.44499,"end":192.845,"sentiment":"neutral","sentiment_score":-0.013767369091510773},{"text":"Hold 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receipt.","start":210.6,"end":213.16,"sentiment":"neutral","sentiment_score":-0.04805403798818588},{"text":"Okay?","start":213.16,"end":213.66,"sentiment":"neutral","sentiment_score":-0.04083166643977165},{"text":"'29.","start":261.72,"end":266.46,"sentiment":"neutral","sentiment_score":-0.0170016810297966},{"text":"2026.","start":272.36,"end":281.875,"sentiment":"neutral","sentiment_score":-0.011494960635900496}],"sentiment":"neutral","sentiment_score":-0.29676818581564085,"channel":0,"num_words":28,"start":205.88,"end":281.875},{"sentences":[{"text":"Hold on.","start":317.86,"end":318.66,"sentiment":"neutral","sentiment_score":-0.022703462280333042},{"text":"Let me see.","start":318.66,"end":319.56,"sentiment":"neutral","sentiment_score":-0.021527576570709545},{"text":"Payment.","start":341.89,"end":342.39,"sentiment":"neutral","sentiment_score":-0.035576049238443375},{"text":"Adam, the payment type for the last payment that you made was actually an electronic fan transfer, so we did not directly debited your account.","start":354.37,"end":366.065,"sentiment":"neutral","sentiment_score":-0.11798944815993309},{"text":"But just to...","start":367.085,"end":369.405,"sentiment":"neutral","sentiment_score":-0.07023366789023082}],"sentiment":"neutral","sentiment_score":-0.09723537974059582,"channel":0,"num_words":34,"start":317.86,"end":369.405},{"sentences":[{"text":"Well, just...","start":369.405,"end":370.225,"sentiment":"neutral","sentiment_score":-0.07748592644929886},{"text":"Yeah.","start":370.285,"end":370.605,"sentiment":"neutral","sentiment_score":-0.11681974679231644},{"text":"It was an electronic funds transfer, and it was not direct debit from your account.","start":370.605,"end":376.07,"sentiment":"neutral","sentiment_score":-0.2286603977282842},{"text":"And, also, there's no saved payments or credit cards on your account, so it was...","start":376.07,"end":380.31,"sentiment":"neutral","sentiment_score":-0.24141943852106731},{"text":"The payment was made 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your I have your your email here.","start":387.775,"end":392.835,"sentiment":"neutral","sentiment_score":0.018477456799397867},{"text":"Payment received by Airtel.","start":393.055,"end":394.675,"sentiment":"neutral","sentiment_score":0.04105549678206444},{"text":"Dear Adam, your payment amount $79.95 was received on 08/30/2026.","start":394.735,"end":401.95,"sentiment":"neutral","sentiment_score":0.09064594581723213},{"text":"Thank you for using our services.","start":401.95,"end":403.49002,"sentiment":"positive","sentiment_score":0.5501619478066763},{"text":"And I've got the invoice, and I've got a receipt.","start":403.87003,"end":406.30002,"sentiment":"positive","sentiment_score":0.3344975560903549}],"sentiment":"neutral","sentiment_score":0.18900852796754666,"channel":1,"num_words":42,"start":387.775,"end":406.30002},{"sentences":[{"text":"Yes.","start":406.85,"end":407.35,"sentiment":"neutral","sentiment_score":0.17848654091358185},{"text":"The email that you received is an automated email once we receive the payment from our customer.","start":407.73,"end":413.915,"sentiment":"neutral","sentiment_score":0.18292736305909998},{"text":"So all of our customers receive one confirmation email about the payment.","start":413.975,"end":418.395,"sentiment":"neutral","sentiment_score":0.23771836111942926},{"text":"You can also access this payment receipt by logging in to your account wherein you can see...","start":418.615,"end":424.555,"sentiment":"neutral","sentiment_score":0.0954649603980429},{"text":"Where you can view the payment with the invoice number and the payment type.","start":425.255,"end":429.63998,"sentiment":"neutral","sentiment_score":0.06671748948948723}],"sentiment":"neutral","sentiment_score":0.14258723321263908,"channel":0,"num_words":61,"start":406.85,"end":429.63998},{"sentences":[{"text":"Yeah.","start":430.62997,"end":430.94998,"sentiment":"neutral","sentiment_score":0.014997808262705805},{"text":"And it was direct debited from my 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portal","start":437.22,"end":440.36,"sentiment":"neutral","sentiment_score":0.03381012827157974}],"sentiment":"neutral","sentiment_score":0.008207631763070822,"channel":0,"num_words":16,"start":434.82,"end":440.36},{"sentences":[{"text":"Why","start":440.22998,"end":440.62997,"sentiment":"neutral","sentiment_score":-0.12726904451847076}],"sentiment":"neutral","sentiment_score":-0.12726904451847076,"channel":1,"num_words":1,"start":440.22998,"end":440.62997},{"sentences":[{"text":"to","start":440.595,"end":441.095,"sentiment":"neutral","sentiment_score":-0.31977376341819763}],"sentiment":"neutral","sentiment_score":-0.31977376341819763,"channel":0,"num_words":1,"start":440.595,"end":441.095},{"sentences":[{"text":"why would I why would I transfer when I told you I'm going through financial hardship?","start":440.62997,"end":445.70502,"sentiment":"negative","sentiment_score":-0.41219352185726166},{"text":"Do you think I just forgot that I did something?","start":445.845,"end":448.42502,"sentiment":"negative","sentiment_score":-0.3424321383237839}],"sentiment":"negative","sentiment_score":-0.38536222049823177,"channel":1,"num_words":26,"start":440.62997,"end":448.42502},{"sentences":[{"text":"review","start":448.0275,"end":448.5275,"sentiment":"neutral","sentiment_score":-0.07475197315216064}],"sentiment":"neutral","sentiment_score":-0.07475197315216064,"channel":0,"num_words":1,"start":448.0275,"end":448.5275},{"sentences":[{"text":"It was two days ago.","start":450.245,"end":451.365,"sentiment":"neutral","sentiment_score":-0.15963036119937896},{"text":"Do you think I forgot?","start":451.365,"end":452.505,"sentiment":"neutral","sentiment_score":-0.1806660145521164},{"text":"Or three, whatever, five days ago.","start":452.805,"end":454.745,"sentiment":"neutral","sentiment_score":-0.1787686049938202},{"text":"Do you think I transferred you in my sleep, and I didn't realize?","start":457.28,"end":460.58002,"sentiment":"neutral","sentiment_score":-0.27283391700341153},{"text":"I saw the money come out of my account.","start":461.6,"end":463.76,"sentiment":"neutral","sentiment_score":-0.24524571663803524}],"sentiment":"neutral","sentiment_score":-0.2244248915659754,"channel":1,"num_words":38,"start":450.245,"end":463.76},{"sentences":[{"text":"I was at the gym training.","start":463.76,"end":465.14,"sentiment":"neutral","sentiment_score":-0.0950063777466615}],"sentiment":"neutral","sentiment_score":-0.0950063777466615,"channel":1,"num_words":6,"start":463.76,"end":465.14},{"sentences":[{"text":"I really understand.","start":469.435,"end":470.415,"sentiment":"neutral","sentiment_score":-0.06924416621526082},{"text":"Right now, I'm just giving you some information that I am seeing on the documents from your account.","start":470.71503,"end":476.73502,"sentiment":"neutral","sentiment_score":-0.05444643170469337},{"text":"Well, I really understand that...","start":476.95502,"end":478.73502,"sentiment":"neutral","sentiment_score":-0.06876554042100906},{"text":"About this the experience that you had.","start":480.23502,"end":483.46,"sentiment":"neutral","sentiment_score":-0.24233742696898325},{"text":"But right now with the document, it says an EFT or refund transfer.","start":483.46,"end":488.36,"sentiment":"neutral","sentiment_score":-0.272642861192043}],"sentiment":"neutral","sentiment_score":-0.14722424251553806,"channel":0,"num_words":46,"start":469.435,"end":488.36},{"sentences":[{"text":"And it was not a direct debit since there's no credit card or card added on your account for a direct payment.","start":490.1,"end":496.28,"sentiment":"neutral","sentiment_score":-0.21133662861856548}],"sentiment":"neutral","sentiment_score":-0.21133662861856548,"channel":0,"num_words":22,"start":490.1,"end":496.28},{"sentences":[{"text":"I have I have the direct debit in front of me right 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also send you the invoice so that you can have it on your end without logging in to your customer portal.","start":599.2,"end":610.005,"sentiment":"neutral","sentiment_score":0.12032718973403628}],"sentiment":"neutral","sentiment_score":0.12032718973403628,"channel":0,"num_words":22,"start":599.2,"end":610.005},{"sentences":[{"text":"I have the invoice in my email.","start":610.58,"end":612.585,"sentiment":"neutral","sentiment_score":0.06393140820520264}],"sentiment":"neutral","sentiment_score":0.06393140820520264,"channel":1,"num_words":7,"start":610.58,"end":612.585},{"sentences":[{"text":"And that's...","start":613.825,"end":614.645,"sentiment":"neutral","sentiment_score":0.02901778556406498},{"text":"And that...","start":615.665,"end":616.485,"sentiment":"neutral","sentiment_score":0.0020329090766608715},{"text":"Oh, 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you'll be able to see the payment method.","start":621.26,"end":625.57996,"sentiment":"neutral","sentiment_score":0.04019749847551187},{"text":"But have you sent to me the, screenshot of your, card saved on your account?","start":625.57996,"end":632.16,"sentiment":"neutral","sentiment_score":0.02428178781022628}],"sentiment":"neutral","sentiment_score":0.032239643142869076,"channel":0,"num_words":30,"start":621.26,"end":632.16},{"sentences":[{"text":"I just emailed that to you.","start":635.77,"end":638.17004,"sentiment":"neutral","sentiment_score":0.04100347589701414},{"text":"Well, my","start":638.17004,"end":638.91003,"sentiment":"neutral","sentiment_score":0.026035595685243607}],"sentiment":"neutral","sentiment_score":0.03726150584407151,"channel":1,"num_words":8,"start":635.77,"end":638.91003},{"sentences":[{"text":"Okay.","start":638.515,"end":638.835,"sentiment":"neutral","sentiment_score":0.018437445163726807},{"text":"Hold 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green.","start":655.9,"end":662.61505,"sentiment":"neutral","sentiment_score":0.06421918960081206}],"sentiment":"neutral","sentiment_score":0.024771252647042274,"channel":0,"num_words":31,"start":645.79504,"end":662.61505},{"sentences":[{"text":"Okay?","start":662.61505,"end":663.11505,"sentiment":"neutral","sentiment_score":0.060416221618652344},{"text":"Just","start":663.335,"end":663.655,"sentiment":"neutral","sentiment_score":0.05063145235180855}],"sentiment":"neutral","sentiment_score":0.055523836985230446,"channel":0,"num_words":2,"start":662.61505,"end":663.655},{"sentences":[{"text":"No","start":663.65,"end":663.89,"sentiment":"neutral","sentiment_score":0.04268968105316162}],"sentiment":"neutral","sentiment_score":0.04268968105316162,"channel":1,"num_words":1,"start":663.65,"end":663.89},{"sentences":[{"text":"waiting","start":663.655,"end":663.97504,"sentiment":"neutral","sentiment_score":-0.02681875228881836}],"sentiment":"neutral","sentiment_score":-0.02681875228881836,"channel":0,"num_words":1,"start":663.655,"end":663.97504},{"sentences":[{"text":"worries.","start":663.89,"end":664.39,"sentiment":"neutral","sentiment_score":0.033025775104761124}],"sentiment":"neutral","sentiment_score":0.033025775104761124,"channel":1,"num_words":1,"start":663.89,"end":664.39},{"sentences":[{"text":"for 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out of my account?","start":808.22003,"end":811.74,"sentiment":"negative","sentiment_score":-0.6751294493675232},{"text":"Am I being scammed?","start":811.74,"end":812.96,"sentiment":"negative","sentiment_score":-0.8142875880002975},{"text":"I don't understand why you're saying there's nothing on the account.","start":813.02,"end":816.635,"sentiment":"negative","sentiment_score":-0.6894726861606945},{"text":"So if that's the case, then how was that money taken out of my account?","start":816.695,"end":820.47504,"sentiment":"negative","sentiment_score":-0.5942579547564188}],"sentiment":"negative","sentiment_score":-0.6588553812192834,"channel":1,"num_words":46,"start":807.9,"end":820.47504},{"sentences":[{"text":"Alright.","start":821.43,"end":821.91003,"sentiment":"neutral","sentiment_score":-0.04970178008079529},{"text":"So as I am seeing on your log...","start":821.91003,"end":824.65,"sentiment":"neutral","sentiment_score":-0.03774989186786115},{"text":"On your portal, it was sent 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I dispute the transaction on ComBank then?","start":871.015,"end":873.995,"sentiment":"neutral","sentiment_score":-0.07006488740444183}],"sentiment":"neutral","sentiment_score":-0.07006488740444183,"channel":1,"num_words":8,"start":871.015,"end":873.995},{"sentences":[{"text":"Well, it depends how your bank will...","start":877.08,"end":880.22003,"sentiment":"neutral","sentiment_score":-0.06979065867406982},{"text":"Well, if you really didn't do the the payment, Adam, we really understand if you'd like to dispute it on your issuing bank.","start":881.0,"end":890.74506,"sentiment":"neutral","sentiment_score":-0.17627128343219342},{"text":"It's all fine.","start":890.74506,"end":891.72504,"sentiment":"neutral","sentiment_score":0.08286274845401446},{"text":"However...","start":892.66504,"end":893.16504,"sentiment":"neutral","sentiment_score":-0.006938839331269264},{"text":"But still, we will still acknowledge your payment plan with 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fine.","start":1238.45,"end":1239.75,"sentiment":"neutral","sentiment_score":0.15379312485456467},{"text":"Okay.","start":1342.675,"end":1343.175,"sentiment":"neutral","sentiment_score":0.026573874056339264},{"text":"Seeing your...","start":1343.3151,"end":1344.4551,"sentiment":"neutral","sentiment_score":-0.0108408248052001},{"text":"Or checking your previous transaction with us, on the month of July, June, May, these were all direct debit.","start":1344.515,"end":1355.63,"sentiment":"neutral","sentiment_score":-0.038306799178060735}],"sentiment":"neutral","sentiment_score":0.005695944053253957,"channel":0,"num_words":28,"start":1237.33,"end":1355.63},{"sentences":[{"text":"However, 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as","start":1450.61,"end":1451.65,"sentiment":"neutral","sentiment_score":-0.017616358399391175}],"sentiment":"neutral","sentiment_score":-0.009858312085270882,"channel":1,"num_words":8,"start":1449.89,"end":1451.65},{"sentences":[{"text":"Yes.","start":1451.4199,"end":1451.835,"sentiment":"neutral","sentiment_score":0.009853556752204897}],"sentiment":"neutral","sentiment_score":0.009853556752204897,"channel":0,"num_words":1,"start":1451.4199,"end":1451.835},{"sentences":[{"text":"every other month.","start":1451.65,"end":1452.45,"sentiment":"neutral","sentiment_score":-0.020524367069204647},{"text":"It's not...","start":1452.45,"end":1452.93,"sentiment":"neutral","sentiment_score":-0.0697014071047306},{"text":"It's no different to any other month.","start":1452.93,"end":1454.95,"sentiment":"neutral","sentiment_score":-0.046671158501080105},{"text":"It's literally the exact same as as the month before that were taken out.","start":1457.495,"end":1461.915,"sentiment":"neutral","sentiment_score":0.05036690831184387}],"sentiment":"neutral","sentiment_score":0.0068254881323530124,"channel":1,"num_words":26,"start":1451.65,"end":1461.915},{"sentences":[{"text":"You still have the document from the month of July.","start":1462.075,"end":1466.5599,"sentiment":"neutral","sentiment_score":0.29230206161737443},{"text":"I just wanna compare it and annotate that and investigate further on my end, then we can move forward to your Internet.","start":1467.1799,"end":1474.16,"sentiment":"neutral","sentiment_score":0.31319366801868787}],"sentiment":"neutral","sentiment_score":0.3066650410182774,"channel":0,"num_words":32,"start":1462.075,"end":1474.16},{"sentences":[{"text":"Look.","start":1474.8501,"end":1475.01,"sentiment":"neutral","sentiment_score":0.13764062523841858},{"text":"I'll show you this week","start":1475.01,"end":1477.89,"sentiment":"neutral","sentiment_score":0.12310670465230941}],"sentiment":"neutral","sentiment_score":0.12552902474999428,"channel":1,"num_words":6,"start":1474.8501,"end":1477.89},{"sentences":[{"text":"For","start":1477.82,"end":1478.14,"sentiment":"neutral","sentiment_score":0.05871962755918503}],"sentiment":"neutral","sentiment_score":0.05871962755918503,"channel":0,"num_words":1,"start":1477.82,"end":1478.14},{"sentences":[{"text":"in July.","start":1477.89,"end":1478.63,"sentiment":"neutral","sentiment_score":0.037853751331567764}],"sentiment":"neutral","sentiment_score":0.037853751331567764,"channel":1,"num_words":2,"start":1477.89,"end":1478.63},{"sentences":[{"text":"July, the payment was made July 8.","start":1478.14,"end":1481.085,"sentiment":"neutral","sentiment_score":0.0596112140587398},{"text":"I'll save these two","start":1484.845,"end":1486.205,"sentiment":"neutral","sentiment_score":0.11729597859084606}],"sentiment":"neutral","sentiment_score":0.08058749207041481,"channel":0,"num_words":11,"start":1478.14,"end":1486.205},{"sentences":[{"text":"July","start":1485.9701,"end":1486.4701,"sentiment":"neutral","sentiment_score":0.12587346136569977}],"sentiment":"neutral","sentiment_score":0.12587346136569977,"channel":1,"num_words":1,"start":1485.9701,"end":1486.4701},{"sentences":[{"text":"pictures.","start":1486.205,"end":1486.705,"sentiment":"neutral","sentiment_score":0.10486501455307008}],"sentiment":"neutral","sentiment_score":0.10486501455307008,"channel":0,"num_words":1,"start":1486.205,"end":1486.705},{"sentences":[{"text":"eighth?","start":1486.53,"end":1486.905,"sentiment":"neutral","sentiment_score":0.012936647050082684}],"sentiment":"neutral","sentiment_score":0.012936647050082684,"channel":1,"num_words":1,"start":1486.53,"end":1486.905},{"sentences":[{"text":"Yeah.","start":1488.0449,"end":1488.5449,"sentiment":"neutral","sentiment_score":0.003205353394150734},{"text":"Or","start":1488.6849,"end":1489.1849,"sentiment":"neutral","sentiment_score":-0.0350729301571846}],"sentiment":"neutral","sentiment_score":-0.015933788381516933,"channel":0,"num_words":2,"start":1488.0449,"end":1489.1849},{"sentences":[{"text":"No.","start":1488.905,"end":1489.0651,"sentiment":"neutral","sentiment_score":-0.1101640909910202},{"text":"No.","start":1489.0651,"end":1489.545,"sentiment":"neutral","sentiment_score":-0.11535226553678513},{"text":"It","start":1489.545,"end":1489.785,"sentiment":"neutral","sentiment_score":-0.06368789076805115}],"sentiment":"neutral","sentiment_score":-0.09640141576528549,"channel":1,"num_words":3,"start":1488.905,"end":1489.785},{"sentences":[{"text":"July.","start":1489.645,"end":1490.145,"sentiment":"neutral","sentiment_score":-0.06665472686290741}],"sentiment":"neutral","sentiment_score":-0.06665472686290741,"channel":0,"num_words":1,"start":1489.645,"end":1490.145},{"sentences":[{"text":"was May 19.","start":1489.785,"end":1491.165,"sentiment":"neutral","sentiment_score":-0.03666966843108336}],"sentiment":"neutral","sentiment_score":-0.03666966843108336,"channel":1,"num_words":3,"start":1489.785,"end":1491.165},{"sentences":[{"text":"July 19.","start":1493.645,"end":1494.5449,"sentiment":"neutral","sentiment_score":-0.010670921299606562}],"sentiment":"neutral","sentiment_score":-0.010670921299606562,"channel":0,"num_words":2,"start":1493.645,"end":1494.5449},{"sentences":[{"text":"Yeah.","start":1495.625,"end":1496.125,"sentiment":"neutral","sentiment_score":-0.015715263783931732}],"sentiment":"neutral","sentiment_score":-0.015715263783931732,"channel":1,"num_words":1,"start":1495.625,"end":1496.125},{"sentences":[{"text":"Hold on.","start":1499.65,"end":1500.4701,"sentiment":"neutral","sentiment_score":-0.029956595972180367},{"text":"Let me check again your...","start":1502.4501,"end":1504.4501,"sentiment":"neutral","sentiment_score":-0.03862560912966728},{"text":"I'm sorry.","start":1504.4501,"end":1504.85,"sentiment":"neutral","sentiment_score":-0.1244693398475647},{"text":"I was looking for a different customer, Holden.","start":1504.85,"end":1507.11,"sentiment":"neutral","sentiment_score":-0.1116918446496129},{"text":"Let me go back again to your account because I was looking earlier with a different customer.","start":1514.335,"end":1523.79,"sentiment":"neutral","sentiment_score":-0.07175901313038434}],"sentiment":"neutral","sentiment_score":-0.07692405581474304,"channel":0,"num_words":34,"start":1499.65,"end":1523.79},{"sentences":[{"text":"Let me exit all the files.","start":1523.79,"end":1525.81,"sentiment":"neutral","sentiment_score":-0.05257781967520714},{"text":"Hold on.","start":1525.87,"end":1526.61,"sentiment":"neutral","sentiment_score":-0.036387281492352486},{"text":"I'm sorry.","start":1527.79,"end":1528.37,"sentiment":"neutral","sentiment_score":-0.0985841155052185}],"sentiment":"neutral","sentiment_score":-0.058540971204638484,"channel":0,"num_words":10,"start":1523.79,"end":1528.37},{"sentences":[{"text":"It literally says payment method direct debit on my account.","start":1531.6,"end":1535.46,"sentiment":"neutral","sentiment_score":-0.10674410313367844}],"sentiment":"neutral","sentiment_score":-0.10674410313367844,"channel":1,"num_words":10,"start":1531.6,"end":1535.46},{"sentences":[{"text":"So hold on.","start":1541.5651,"end":1542.785,"sentiment":"neutral","sentiment_score":-0.03088500474890073},{"text":"July 19.","start":1543.165,"end":1544.125,"sentiment":"neutral","sentiment_score":-0.0011016754433512688},{"text":"Yes.","start":1544.125,"end":1544.625,"sentiment":"neutral","sentiment_score":0.018933869898319244},{"text":"It's an EFT as well.","start":1545.645,"end":1547.28,"sentiment":"neutral","sentiment_score":0.014869124814867973},{"text":"I'm sorry.","start":1547.28,"end":1547.76,"sentiment":"neutral","sentiment_score":-0.06915874779224396}],"sentiment":"neutral","sentiment_score":-0.01076125898040258,"channel":0,"num_words":13,"start":1541.5651,"end":1547.76},{"sentences":[{"text":"For the month of July 19,","start":1547.76,"end":1549.3599,"sentiment":"neutral","sentiment_score":-0.025417317015429337}],"sentiment":"neutral","sentiment_score":-0.025417317015429337,"channel":0,"num_words":6,"start":1547.76,"end":1549.3599},{"sentences":[{"text":"What are","start":1549.055,"end":1549.4551,"sentiment":"neutral","sentiment_score":-0.05469866283237934}],"sentiment":"neutral","sentiment_score":-0.05469866283237934,"channel":1,"num_words":2,"start":1549.055,"end":1549.4551},{"sentences":[{"text":"it","start":1549.36,"end":1549.6,"sentiment":"neutral","sentiment_score":-0.030319470912218097}],"sentiment":"neutral","sentiment_score":-0.030319470912218097,"channel":0,"num_words":1,"start":1549.36,"end":1549.6},{"sentences":[{"text":"you","start":1549.4551,"end":1549.6951,"sentiment":"neutral","sentiment_score":-0.07175673544406891}],"sentiment":"neutral","sentiment_score":-0.07175673544406891,"channel":1,"num_words":1,"start":1549.4551,"end":1549.6951},{"sentences":[{"text":"was","start":1549.6,"end":1549.92,"sentiment":"neutral","sentiment_score":-0.05535335838794708}],"sentiment":"neutral","sentiment_score":-0.05535335838794708,"channel":0,"num_words":1,"start":1549.6,"end":1549.92},{"sentences":[{"text":"talking","start":1549.6951,"end":1550.015,"sentiment":"neutral","sentiment_score":-0.05829883366823197}],"sentiment":"neutral","sentiment_score":-0.05829883366823197,"channel":1,"num_words":1,"start":1549.6951,"end":1550.015},{"sentences":[{"text":"EFT","start":1549.92,"end":1550.4,"sentiment":"neutral","sentiment_score":-0.02490704320371151}],"sentiment":"neutral","sentiment_score":-0.02490704320371151,"channel":0,"num_words":1,"start":1549.92,"end":1550.4},{"sentences":[{"text":"about?","start":1550.015,"end":1550.495,"sentiment":"neutral","sentiment_score":-0.06647782772779465}],"sentiment":"neutral","sentiment_score":-0.06647782772779465,"channel":1,"num_words":1,"start":1550.015,"end":1550.495},{"sentences":[{"text":"as","start":1550.4,"end":1550.56,"sentiment":"neutral","sentiment_score":-0.02921056747436523}],"sentiment":"neutral","sentiment_score":-0.02921056747436523,"channel":0,"num_words":1,"start":1550.4,"end":1550.56},{"sentences":[{"text":"It","start":1550.495,"end":1550.895,"sentiment":"neutral","sentiment_score":-0.007798377424478531}],"sentiment":"neutral","sentiment_score":-0.007798377424478531,"channel":1,"num_words":1,"start":1550.495,"end":1550.895},{"sentences":[{"text":"well.","start":1550.56,"end":1551.06,"sentiment":"neutral","sentiment_score":-0.011961475014686584}],"sentiment":"neutral","sentiment_score":-0.011961475014686584,"channel":0,"num_words":1,"start":1550.56,"end":1551.06},{"sentences":[{"text":"says it says on my profile, it actually says on the profile, it's a direct debit, the payment method on my Airtel profile.","start":1550.895,"end":1560.5499,"sentiment":"neutral","sentiment_score":-0.020531830418369045}],"sentiment":"neutral","sentiment_score":-0.020531830418369045,"channel":1,"num_words":23,"start":1550.895,"end":1560.5499},{"sentences":[{"text":"On your Airtel profile, can you send me a screenshot on the payment that was made July 19?","start":1566.6849,"end":1574.205,"sentiment":"neutral","sentiment_score":0.029641592150761023},{"text":"Because I'm seeing here on your portal, it's also an EFT.","start":1574.205,"end":1578.5299,"sentiment":"neutral","sentiment_score":0.040164992890574715},{"text":"So that we'll be able to document everything, Adam.","start":1579.23,"end":1582.35,"sentiment":"neutral","sentiment_score":0.08898267998463577},{"text":"I take every word of...","start":1582.35,"end":1584.21,"sentiment":"neutral","sentiment_score":-0.006457077711820603},{"text":"You have.","start":1585.3099,"end":1585.97,"sentiment":"neutral","sentiment_score":-0.0249714944511652}],"sentiment":"neutral","sentiment_score":0.03764398495356242,"channel":0,"num_words":45,"start":1566.6849,"end":1585.97},{"sentences":[{"text":"I just need some photo for documentation so that we look into this further.","start":1586.2699,"end":1590.0299,"sentiment":"neutral","sentiment_score":-0.013321035674640111},{"text":"Okay?","start":1590.0299,"end":1590.5299,"sentiment":"neutral","sentiment_score":0.04459720849990845},{"text":"You can also send it to our website, and I'll make sure to save it.","start":1594.615,"end":1599.595,"sentiment":"neutral","sentiment_score":0.06800784096121788}],"sentiment":"neutral","sentiment_score":0.029274010782440504,"channel":0,"num_words":30,"start":1586.2699,"end":1599.595},{"sentences":[{"text":"I'll send it to...","start":1606.81,"end":1608.01,"sentiment":"neutral","sentiment_score":0.006451587192714214},{"text":"On the on the website in this conversation.","start":1608.01,"end":1610.8301,"sentiment":"neutral","sentiment_score":0.009367160964757204}],"sentiment":"neutral","sentiment_score":0.008395303040742874,"channel":1,"num_words":12,"start":1606.81,"end":1610.8301},{"sentences":[{"text":"Yes.","start":1612.58,"end":1613.08,"sentiment":"neutral","sentiment_score":0.056104518473148346},{"text":"Because going through the previous month as well, it's also showing EFT.","start":1613.54,"end":1619.24,"sentiment":"neutral","sentiment_score":0.017599133037341137},{"text":"No direct debit.","start":1620.0449,"end":1621.2649,"sentiment":"neutral","sentiment_score":-0.15078183511892954},{"text":"Let me know once you send it so that I can review it.","start":1625.565,"end":1628.945,"sentiment":"neutral","sentiment_score":0.04833570724496475},{"text":"Let me just save this as well.","start":1629.4049,"end":1631.2649,"sentiment":"neutral","sentiment_score":0.10120707856757301}],"sentiment":"neutral","sentiment_score":0.03199339871450017,"channel":0,"num_words":36,"start":1612.58,"end":1631.2649},{"sentences":[{"text":"Have you sent it yet?","start":1657.7151,"end":1659.015,"sentiment":"neutral","sentiment_score":0.018652664870023726}],"sentiment":"neutral","sentiment_score":0.018652664870023726,"channel":0,"num_words":5,"start":1657.7151,"end":1659.015},{"sentences":[{"text":"There was something.","start":1672.8501,"end":1673.8301,"sentiment":"neutral","sentiment_score":-0.07223878552516301}],"sentiment":"neutral","sentiment_score":-0.07223878552516301,"channel":1,"num_words":3,"start":1672.8501,"end":1673.8301},{"sentences":[{"text":"Let me check it.","start":1676.495,"end":1683.295,"sentiment":"neutral","sentiment_score":-0.023274226114153862},{"text":"So this is for July nineteen four ninety nine four ninety","start":1684.895,"end":1689.235,"sentiment":"neutral","sentiment_score":-0.017169950783930042}],"sentiment":"neutral","sentiment_score":-0.018797757538656392,"channel":0,"num_words":15,"start":1676.495,"end":1689.235},{"sentences":[{"text":"You see that?","start":1690.855,"end":1691.495,"sentiment":"neutral","sentiment_score":-0.07252064223090808},{"text":"That's a direct debit.","start":1691.495,"end":1693.355,"sentiment":"neutral","sentiment_score":-0.24812063202261925},{"text":"It's not an EFT transfer.","start":1693.895,"end":1695.595,"sentiment":"neutral","sentiment_score":-0.23457836210727692}],"sentiment":"neutral","sentiment_score":-0.19857802210996547,"channel":1,"num_words":12,"start":1690.855,"end":1695.595},{"sentences":[{"text":"5.","start":1696.88,"end":1697.38,"sentiment":"neutral","sentiment_score":0.022390635684132576}],"sentiment":"neutral","sentiment_score":0.022390635684132576,"channel":0,"num_words":1,"start":1696.88,"end":1697.38},{"sentences":[{"text":"The bank shows that when it's a direct debit.","start":1709.8251,"end":1712.885,"sentiment":"neutral","sentiment_score":0.039482495850986905}],"sentiment":"neutral","sentiment_score":0.039482495850986905,"channel":1,"num_words":9,"start":1709.8251,"end":1712.885},{"sentences":[{"text":"Do you have some other photo or a receipt or a screenshot that says direct debit?","start":1717.565,"end":1722.74,"sentiment":"neutral","sentiment_score":-0.0007119115325622261}],"sentiment":"neutral","sentiment_score":-0.0007119115325622261,"channel":0,"num_words":16,"start":1717.565,"end":1722.74},{"sentences":[{"text":"Sorry?","start":1725.2999,"end":1725.7999,"sentiment":"neutral","sentiment_score":-0.05285613611340523},{"text":"I sent...","start":1728.1,"end":1728.74,"sentiment":"neutral","sentiment_score":-0.021197919733822346},{"text":"What do you mean?","start":1728.74,"end":1729.2999,"sentiment":"neutral","sentiment_score":-0.05801601707935333},{"text":"I sent...","start":1729.2999,"end":1729.7799,"sentiment":"neutral","sentiment_score":-0.04185900837182999},{"text":"I just sent you I sent you the the the the screenshot from the bank.","start":1729.7799,"end":1734.1799,"sentiment":"neutral","sentiment_score":-0.008353181431690853}],"sentiment":"neutral","sentiment_score":-0.022347157588228583,"channel":1,"num_words":24,"start":1725.2999,"end":1734.1799},{"sentences":[{"text":"And look, that's from my Airtel account.","start":1734.1799,"end":1737.7949,"sentiment":"neutral","sentiment_score":0.026203096711209843},{"text":"It says payment method, direct debit.","start":1737.7949,"end":1739.895,"sentiment":"neutral","sentiment_score":0.0154839971413215}],"sentiment":"neutral","sentiment_score":0.021255819986645993,"channel":1,"num_words":13,"start":1734.1799,"end":1739.895},{"sentences":[{"text":"Alright.","start":1741.0549,"end":1741.5549,"sentiment":"neutral","sentiment_score":0.061543844640254974},{"text":"Can...","start":1742.575,"end":1743.075,"sentiment":"neutral","sentiment_score":0.02585450559854507},{"text":"If I may ask, how were you able to log in to your Airtel account?","start":1743.215,"end":1746.6,"sentiment":"neutral","sentiment_score":0.017145302146673203}],"sentiment":"neutral","sentiment_score":0.020269287202288124,"channel":0,"num_words":17,"start":1741.0549,"end":1746.6},{"sentences":[{"text":"What do you mean how was I able to log in?","start":1747.635,"end":1749.635,"sentiment":"neutral","sentiment_score":0.012773122553798285},{"text":"I just logged in through a customer portal.","start":1749.635,"end":1752.215,"sentiment":"neutral","sentiment_score":0.073827198240906}],"sentiment":"neutral","sentiment_score":0.038480101790475216,"channel":1,"num_words":19,"start":1747.635,"end":1752.215},{"sentences":[{"text":"Because you mentioned earlier that this is from your card.","start":1754.0399,"end":1757.5,"sentiment":"neutral","sentiment_score":0.10465120673179626},{"text":"So I would also like you to log in to your customer portal to also see your documents when you are making a payment.","start":1757.72,"end":1764.9249,"sentiment":"neutral","sentiment_score":0.19711684000988802},{"text":"On your customer portal, you'll be able to see everything from your invoice, recurring invoices, and the payments that you made.","start":1769.385,"end":1776.27,"sentiment":"neutral","sentiment_score":0.19379612555106482}],"sentiment":"neutral","sentiment_score":0.17903699752959337,"channel":0,"num_words":55,"start":1754.0399,"end":1776.27},{"sentences":[{"text":"Yeah.","start":1779.035,"end":1779.535,"sentiment":"neutral","sentiment_score":0.03739308193325997}],"sentiment":"neutral","sentiment_score":0.03739308193325997,"channel":1,"num_words":1,"start":1779.035,"end":1779.535},{"sentences":[{"text":"Are you now logged in to your customer portal?","start":1825.985,"end":1828.3251,"sentiment":"neutral","sentiment_score":0.019052972603175376}],"sentiment":"neutral","sentiment_score":0.019052972603175376,"channel":0,"num_words":9,"start":1825.985,"end":1828.3251},{"sentences":[{"text":"Sir, I'm so confused.","start":1828.065,"end":1829.205,"sentiment":"negative","sentiment_score":-0.6485900729894638},{"text":"So all those payments that you're telling me I've paid, you're saying what?","start":1829.265,"end":1833.2849,"sentiment":"negative","sentiment_score":-0.5016598334679236},{"text":"They weren't real?","start":1833.345,"end":1834.405,"sentiment":"negative","sentiment_score":-0.46184849739074707}],"sentiment":"negative","sentiment_score":-0.5250741809606552,"channel":1,"num_words":20,"start":1828.065,"end":1834.405},{"sentences":[{"text":"Yes.","start":1835.9,"end":1836.22,"sentiment":"neutral","sentiment_score":-0.10387414693832396},{"text":"It's all 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let me know.","start":3156.32,"end":3158.34,"sentiment":"neutral","sentiment_score":-0.04700135299935937},{"text":"We turned it off for twenty minutes.","start":3158.975,"end":3160.655,"sentiment":"neutral","sentiment_score":-0.09038291871547699}],"sentiment":"neutral","sentiment_score":-0.03255786933004856,"channel":1,"num_words":53,"start":3145.92,"end":3160.655},{"sentences":[{"text":"We turned it back on.","start":3160.655,"end":3161.955,"sentiment":"neutral","sentiment_score":-0.07579980418086052},{"text":"It still didn't work.","start":3162.095,"end":3163.395,"sentiment":"neutral","sentiment_score":-0.24737707152962685},{"text":"We tried calling back, and it just kept going to voice mail.","start":3163.695,"end":3167.235,"sentiment":"neutral","sentiment_score":-0.22908729190627733}],"sentiment":"neutral","sentiment_score":-0.196074038566578,"channel":1,"num_words":21,"start":3160.655,"end":3167.235},{"sentences":[{"text":"Hold 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it's just flashing red.","start":3212.9949,"end":3214.195,"sentiment":"neutral","sentiment_score":-0.08679454177618026},{"text":"We've gone over this now three times.","start":3214.195,"end":3216.215,"sentiment":"neutral","sentiment_score":-0.13114772949899947},{"text":"We've said the same thing.","start":3216.275,"end":3217.475,"sentiment":"neutral","sentiment_score":-0.1114279568195343},{"text":"Everything is plugged in.","start":3217.475,"end":3218.835,"sentiment":"neutral","sentiment_score":-0.11759000644087791},{"text":"It's flashing red.","start":3218.835,"end":3220.035,"sentiment":"neutral","sentiment_score":-0.15322798490524292}],"sentiment":"neutral","sentiment_score":-0.11829960749795039,"channel":1,"num_words":24,"start":3212.9949,"end":3220.035},{"sentences":[{"text":"It's not it's not working.","start":3220.035,"end":3221.635,"sentiment":"neutral","sentiment_score":-0.28292361497879026},{"text":"I don't know what you want me to 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it the one that I just made?","start":3867.4849,"end":3869.265,"sentiment":"neutral","sentiment_score":-0.012781912577338517}],"sentiment":"neutral","sentiment_score":-0.012781912577338517,"channel":1,"num_words":8,"start":3867.4849,"end":3869.265},{"sentences":[{"text":"We can try the password that I will have to offer for 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every single thing that we've gotten through at...","start":4375.1553,"end":4378.115,"sentiment":"neutral","sentiment_score":-0.17494562764962515},{"text":"Up to this point has only been the case because I've I've been the one that's said to you, let's restart it and do this.","start":4378.115,"end":4385.31,"sentiment":"neutral","sentiment_score":-0.20365823805332184},{"text":"If I was...","start":4385.4497,"end":4386.27,"sentiment":"neutral","sentiment_score":-0.125286174317201},{"text":"If I sat there listening to what you were telling me, I would still be checking the box right now looking at colors.","start":4386.33,"end":4391.55,"sentiment":"neutral","sentiment_score":-0.1766640132536059}],"sentiment":"neutral","sentiment_score":-0.18508495713273684,"channel":1,"num_words":60,"start":4375.1553,"end":4391.55},{"sentences":[{"text":"Yeah.","start":4396.53,"end":4396.8496,"sentiment":"neutral","sentiment_score":-0.01025206223130226},{"text":"Because I I will need those photo or 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settings...","start":4427.27,"end":4429.21,"sentiment":"neutral","sentiment_score":0.07972052445014317},{"text":"I mean, router settings, and you are already logged in.","start":4429.43,"end":4432.47,"sentiment":"neutral","sentiment_score":0.029668740183115005},{"text":"And the next step now is to contact the network and have it investigated on their end.","start":4432.47,"end":4440.1753,"sentiment":"neutral","sentiment_score":0.008584518423851798}],"sentiment":"neutral","sentiment_score":0.12315691896436508,"channel":0,"num_words":57,"start":4414.4053,"end":4440.1753},{"sentences":[{"text":"And how long is that gonna take?","start":4440.4497,"end":4442.23,"sentiment":"neutral","sentiment_score":-0.07106230461171695}],"sentiment":"neutral","sentiment_score":-0.07106230461171695,"channel":1,"num_words":7,"start":4440.4497,"end":4442.23},{"sentences":[{"text":"We'll have to wait for their response when we file a ticket today.","start":4444.555,"end":4448.6553,"sentiment":"neutral","sentiment_score":-0.1433819538125625}],"sentiment":"neutral","sentiment_score":-0.1433819538125625,"channel":0,"num_words":13,"start":4444.555,"end":4448.6553},{"sentences":[{"text":"And how long will that take?","start":4450.6953,"end":4452.315,"sentiment":"neutral","sentiment_score":-0.10520170380671819}],"sentiment":"neutral","sentiment_score":-0.10520170380671819,"channel":1,"num_words":6,"start":4450.6953,"end":4452.315},{"sentences":[{"text":"Please give them maximum forty eight hours, and then","start":4454.1,"end":4457.8003,"sentiment":"neutral","sentiment_score":-0.084477665523688}],"sentiment":"neutral","sentiment_score":-0.084477665523688,"channel":0,"num_words":9,"start":4454.1,"end":4457.8003},{"sentences":[{"text":"Forty 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back...","start":4459.46,"end":4460.02,"sentiment":"neutral","sentiment_score":-0.004848995944485068},{"text":"We'll be back to you on Monday to give you any update regarding with your Internet connection.","start":4460.02,"end":4465.415,"sentiment":"neutral","sentiment_score":0.10700036497677073}],"sentiment":"neutral","sentiment_score":0.06807487172773108,"channel":0,"num_words":24,"start":4458.18,"end":4465.415},{"sentences":[{"text":"But I need my Internet to do my work.","start":4465.75,"end":4468.17,"sentiment":"neutral","sentiment_score":-0.18516181657711664},{"text":"It's already been two days now.","start":4472.715,"end":4474.735,"sentiment":"neutral","sentiment_score":-0.24570506562789282}],"sentiment":"neutral","sentiment_score":-0.2093791161974271,"channel":1,"num_words":15,"start":4465.75,"end":4474.735},{"sentences":[{"text":"Yeah.","start":4478.05,"end":4478.53,"sentiment":"neutral","sentiment_score":-0.013074062764644625},{"text":"To make this sorted out, I know time is 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network.","start":4504.95,"end":4509.85,"sentiment":"neutral","sentiment_score":-0.1962575499828045},{"text":"I only have some...","start":4510.15,"end":4511.29,"sentiment":"neutral","sentiment_score":-0.14816560596227646},{"text":"I I only need some...","start":4511.43,"end":4512.87,"sentiment":"neutral","sentiment_score":-0.11619250029325486},{"text":"One, two, three photos, for me to file the ticket.","start":4512.87,"end":4517.85,"sentiment":"neutral","sentiment_score":-0.012071660161018372}],"sentiment":"neutral","sentiment_score":-0.12431267144925454,"channel":0,"num_words":34,"start":4504.31,"end":4517.85},{"sentences":[{"text":"So that's including the label on the back of your router, the NTD network connection from your router showing the cables are properly connected, and also the indicator lights.","start":4522.905,"end":4536.8203,"sentiment":"neutral","sentiment_score":0.05042431901755004},{"text":"So that's the only photo that I need from you for me to be able to sell a ticket to get this sorted and fixed for you on the network end.","start":4537.2803,"end":4548.915,"sentiment":"neutral","sentiment_score":0.08601595377249102}],"sentiment":"neutral","sentiment_score":0.06881333030760288,"channel":0,"num_words":60,"start":4522.905,"end":4548.915},{"sentences":[{"text":"Why is this happening?","start":4552.535,"end":4553.6553,"sentiment":"neutral","sentiment_score":-0.2557814121246338},{"text":"But I don't understand.","start":4553.6553,"end":4554.795,"sentiment":"negative","sentiment_score":-0.4745919406414032}],"sentiment":"negative","sentiment_score":-0.3651866763830185,"channel":1,"num_words":8,"start":4552.535,"end":4554.795},{"sentences":[{"text":"Yeah.","start":4558.6553,"end":4558.975,"sentiment":"neutral","sentiment_score":-0.16447441279888153},{"text":"No worries.","start":4558.975,"end":4559.455,"sentiment":"neutral","sentiment_score":-0.03553702309727669},{"text":"Our network will...","start":4559.455,"end":4560.595,"sentiment":"neutral","sentiment_score":-0.04117093359430631},{"text":"Once we have an answer from the network, we'll get in touch with you as well.","start":4562.4697,"end":4566.57,"sentiment":"neutral","sentiment_score":0.06894457014277577}],"sentiment":"neutral","sentiment_score":0.03382053920491175,"channel":0,"num_words":22,"start":4558.6553,"end":4566.57},{"sentences":[{"text":"But can I ask you why does this happen every couple of months?","start":4567.25,"end":4570.9497,"sentiment":"neutral","sentiment_score":-0.24655412424069184}],"sentiment":"neutral","sentiment_score":-0.24655412424069184,"channel":1,"num_words":13,"start":4567.25,"end":4570.9497},{"sentences":[{"text":"For that one, I can also add that on my annotations when I file a ticket.","start":4574.545,"end":4582.945,"sentiment":"neutral","sentiment_score":0.06756134633906186},{"text":"If you will provide me a specific date or time when you experience the same scenario so that they can also look into their end as well.","start":4582.945,"end":4593.35,"sentiment":"neutral","sentiment_score":0.04442613613274363}],"sentiment":"neutral","sentiment_score":0.05303458644207134,"channel":0,"num_words":43,"start":4574.545,"end":4593.35},{"sentences":[{"text":"Who's this number for?","start":4600.32,"end":4601.78,"sentiment":"neutral","sentiment_score":-0.01876863674260676},{"text":"043763744.","start":4602.0,"end":4606.1797,"sentiment":"neutral","sentiment_score":-0.00939562264829874}],"sentiment":"neutral","sentiment_score":-0.016894033923745156,"channel":1,"num_words":5,"start":4600.32,"end":4606.1797},{"sentences":[{"text":"Sorry.","start":4611.385,"end":4611.705,"sentiment":"neutral","sentiment_score":-0.05125517398118973},{"text":"What's the number 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joke.","start":4656.88,"end":4658.0996,"sentiment":"negative","sentiment_score":-0.6582843959331512},{"text":"Hello?","start":4709.4297,"end":4709.9297,"sentiment":"neutral","sentiment_score":-0.08865220844745636}],"sentiment":"negative","sentiment_score":-0.6242585871368647,"channel":1,"num_words":8,"start":4655.1997,"end":4709.9297},{"sentences":[{"text":"Yes.","start":4711.1,"end":4711.6,"sentiment":"neutral","sentiment_score":-0.03517645597457886}],"sentiment":"neutral","sentiment_score":-0.03517645597457886,"channel":0,"num_words":1,"start":4711.1,"end":4711.6},{"sentences":[{"text":"Who's that number for?","start":4715.03,"end":4716.465,"sentiment":"neutral","sentiment_score":-0.041272001806646585}],"sentiment":"neutral","sentiment_score":-0.041272001806646585,"channel":1,"num_words":4,"start":4715.03,"end":4716.465},{"sentences":[{"text":"Hold 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what...","start":4782.695,"end":4783.435,"sentiment":"neutral","sentiment_score":-0.012168745510280132}],"sentiment":"neutral","sentiment_score":0.0050567608192068295,"channel":0,"num_words":10,"start":4760.84,"end":4783.435},{"sentences":[{"text":"And where did you get this number?","start":4784.215,"end":4786.075,"sentiment":"neutral","sentiment_score":-0.03845790241445814}],"sentiment":"neutral","sentiment_score":-0.03845790241445814,"channel":0,"num_words":7,"start":4784.215,"end":4786.075},{"sentences":[{"text":"What do you mean?","start":4788.35,"end":4789.23,"sentiment":"neutral","sentiment_score":-0.049437595531344414},{"text":"I just have it on my phone.","start":4789.23,"end":4790.85,"sentiment":"neutral","sentiment_score":-0.049698268728596826},{"text":"I think I fixed 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fixed it because...","start":4818.85,"end":4820.05,"sentiment":"neutral","sentiment_score":-0.004186965990811586},{"text":"You know why?","start":4820.05,"end":4820.77,"sentiment":"neutral","sentiment_score":-0.11194290717442829},{"text":"Because you actually gave me the wrong password.","start":4820.77,"end":4823.19,"sentiment":"neutral","sentiment_score":-0.319142734631896}],"sentiment":"neutral","sentiment_score":-0.17011519433820949,"channel":1,"num_words":17,"start":4816.3647,"end":4823.19},{"sentences":[{"text":"I'm so sorry for that, Adam.","start":4825.11,"end":4826.63,"sentiment":"neutral","sentiment_score":-0.30600298941135406},{"text":"I actually relay on the documents or on your account that I have 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know.","start":4832.45,"end":4832.805,"sentiment":"neutral","sentiment_score":-0.1671258956193924}],"sentiment":"neutral","sentiment_score":-0.1671258956193924,"channel":1,"num_words":2,"start":4832.45,"end":4832.805},{"sentences":[{"text":"with.","start":4832.725,"end":4833.225,"sentiment":"neutral","sentiment_score":-0.11888142675161362}],"sentiment":"neutral","sentiment_score":-0.11888142675161362,"channel":0,"num_words":1,"start":4832.725,"end":4833.225},{"sentences":[{"text":"Okay.","start":4833.0454,"end":4833.5454,"sentiment":"neutral","sentiment_score":-0.07228729873895645},{"text":"I I I know that I know that, but do you know how much of a joke that is considering this is a...","start":4833.685,"end":4838.9653,"sentiment":"neutral","sentiment_score":-0.1445645550670831},{"text":"It's a it's a telecom provider?","start":4838.9653,"end":4841.145,"sentiment":"neutral","sentiment_score":-0.0915455458064874},{"text":"Like, you guys have so many so many houses connected to Wi Fi, and we're all relying on a person that doesn't even know anything about Wi Fi.","start":4841.285,"end":4850.5,"sentiment":"neutral","sentiment_score":-0.10493448762489217},{"text":"How does that make sense?","start":4850.6396,"end":4851.6797,"sentiment":"neutral","sentiment_score":-0.11674873009324074}],"sentiment":"neutral","sentiment_score":-0.11854689911244408,"channel":1,"num_words":63,"start":4833.0454,"end":4851.6797},{"sentences":[{"text":"I just don't understand.","start":4851.6797,"end":4852.82,"sentiment":"negative","sentiment_score":-0.4583824425935745},{"text":"And, like, how is it that I, the customer, am the one that's figuring it out by myself, and you're just helping me a little.","start":4853.1997,"end":4861.5547,"sentiment":"neutral","sentiment_score":-0.20313215613365174}],"sentiment":"neutral","sentiment_score":-0.23833909219708935,"channel":1,"num_words":29,"start":4851.6797,"end":4861.5547},{"sentences":[{"text":"Well, Adam, I really 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sorry?","start":4890.815,"end":4891.5547,"sentiment":"neutral","sentiment_score":-0.17498420178890228}],"sentiment":"neutral","sentiment_score":-0.17498420178890228,"channel":0,"num_words":2,"start":4890.815,"end":4891.5547},{"sentences":[{"text":"Will I be compensated to inconvenience?","start":4892.425,"end":4894.685,"sentiment":"neutral","sentiment_score":-0.15245635559161505}],"sentiment":"neutral","sentiment_score":-0.15245635559161505,"channel":1,"num_words":6,"start":4892.425,"end":4894.685},{"sentences":[{"text":"Sure.","start":4900.175,"end":4900.5747,"sentiment":"neutral","sentiment_score":0.09876292198896408},{"text":"I'll talk with our accounting department and also regarding what happened with your EFT concern earlier.","start":4900.5747,"end":4909.2397,"sentiment":"neutral","sentiment_score":0.001965320436283946}],"sentiment":"neutral","sentiment_score":0.007659296998206307,"channel":0,"num_words":17,"start":4900.175,"end":4909.2397},{"sentences":[{"text":"Yeah, please.","start":4911.5703,"end":4912.335,"sentiment":"neutral","sentiment_score":0.0937735065817833}],"sentiment":"neutral","sentiment_score":0.0937735065817833,"channel":1,"num_words":2,"start":4911.5703,"end":4912.335},{"sentences":[{"text":"We're just making sure you're now connected with your Internet.","start":4915.46,"end":4918.245,"sentiment":"neutral","sentiment_score":0.14527300596237183}],"sentiment":"neutral","sentiment_score":0.14527300596237183,"channel":0,"num_words":10,"start":4915.46,"end":4918.245},{"sentences":[{"text":"Yes.","start":4920.255,"end":4920.755,"sentiment":"neutral","sentiment_score":0.045162543654441833},{"text":"No.","start":4920.815,"end":4920.975,"sentiment":"neutral","sentiment_score":-0.1230425089597702},{"text":"Connect.","start":4920.975,"end":4921.475,"sentiment":"neutral","sentiment_score":-0.006564661860466003}],"sentiment":"neutral","sentiment_score":-0.02814820905526479,"channel":1,"num_words":3,"start":4920.255,"end":4921.475},{"sentences":[{"text":"Alright.","start":4922.865,"end":4923.365,"sentiment":"neutral","sentiment_score":0.07030424475669861},{"text":"Anything else I can help you with?","start":4923.723,"end":4925.183,"sentiment":"neutral","sentiment_score":0.15573205585990632}],"sentiment":"neutral","sentiment_score":0.14505357947200537,"channel":0,"num_words":8,"start":4922.865,"end":4925.183},{"sentences":[{"text":"That's all.","start":4925.923,"end":4926.7427,"sentiment":"neutral","sentiment_score":0.11769771203398705},{"text":"Thank you.","start":4926.8027,"end":4927.7026,"sentiment":"positive","sentiment_score":0.5402507483959198}],"sentiment":"neutral","sentiment_score":0.3289742302149534,"channel":1,"num_words":4,"start":4925.923,"end":4927.7026},{"sentences":[{"text":"Alright.","start":4927.723,"end":4928.223,"sentiment":"neutral","sentiment_score":0.258661150932312},{"text":"Thank you 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The agent explains that the customer's payment was not direct debit and that their account was not updated. The agent offers to send a screenshot of the payment and an invoice to help the customer access their account information. The customer is also informed that their payment was sent via email and sent to their email. The agent advises the customer to check their payment receipt and email a screenshot of the transaction. The agent reviews previous transactions and checks the customer's account, finding no saved credit card information. The agent suggests the customer contact their issuing bank to troubleshoot the charges and file a ticket if the issue persists. The customer is also instructed to change their connection type to PPPO and send photos of their device and router to file a ticket. The agent promises to keep the customer updated on their internet connection and compensate them for their account."},"intents":{"segments":[{"text":"I've sent you an email, but I still haven't received a response. Hello.","start_word":17,"end_word":29,"intents":[{"intent":"Request response","confidence_score":0.14413126}]},{"text":"Regarding your email, I can see here that you are... I mean, the network is not working. Is that correct? Correct.","start_word":73,"end_word":93,"intents":[{"intent":"Check network status","confidence_score":0.011244095}]},{"text":"Dear Adam, your payment amount $79.95 was received on 08/30/2026.","start_word":525,"end_word":534,"intents":[{"intent":"Confirm payment details","confidence_score":0.008839227}]},{"text":"But rest assured that we will still acknowledge your payment plan with us. We have on the thirtieth that we send you an email that has been already noted on your account, so there's nothing to worry about us. We'll still acknowledge I just... your payment I'm just plan. trying to understand.","start_word":1426,"end_word":1477,"intents":[{"intent":"Request assistance","confidence_score":0.042994812}]},{"text":"As I am seeing on the document, it it was an electronic fan transfer. But, again, I really take your word if you not remembering transferring any funds to us, it's fine.","start_word":1527,"end_word":1558,"intents":[{"intent":"Ask about transfer","confidence_score":0.0005500147}]},{"text":"So checking again in your account, again, what I'm seeing is actually an electronic direct debit, the payment method that will show is... Would be like a direct debit. And Yeah. this But... Okay.","start_word":1693,"end_word":1726,"intents":[{"intent":"Explain direct debit method","confidence_score":0.008046728}]},{"text":"Are you telling me there's a ghost making these transactions?","start_word":1822,"end_word":1831,"intents":[{"intent":"Inquire about ghost making transactions","confidence_score":0.006834891}]},{"text":"The point is the Internet's still not Mhmm. working. So that's what I'm trying to understand. Why is the Internet Yeah.","start_word":1853,"end_word":1873,"intents":[{"intent":"Understand internet issue","confidence_score":0.13363312}]},{"text":"Well, I will look into that because I just wanna make sure that we are... You know, we've already completed this issue regarding your payments because I know, from what you shared, having a financial hardship, I also wanna help you with your concern about the payments. But, right after this, we'll go ahead and go through with your Internet connection. Okay?","start_word":1878,"end_word":1939,"intents":[{"intent":"Assist with payments","confidence_score":0.075314224}]},{"text":"Seeing your... Or checking your previous transaction with us, on the month of July, June, May, these were all direct debit. However, only Yes.","start_word":1946,"end_word":1969,"intents":[{"intent":"Explain direct debits","confidence_score":0.006970204}]},{"text":"Is there any way that you can go to the main transactions from your card? That is on my card.","start_word":2167,"end_word":2186,"intents":[{"intent":"Go to transactions","confidence_score":0.09378736}]},{"text":"You still have the document from the month of July. I just wanna compare it and annotate that and investigate further on my end, then we can move forward to your Internet. Look.","start_word":2234,"end_word":2266,"intents":[{"intent":"Compare documents","confidence_score":0.27165303}]},{"text":"I'll just send you a screenshot so you can see for yourself.","start_word":2961,"end_word":2972,"intents":[{"intent":"Provide screenshot","confidence_score":0.046704784}]},{"text":"That's an unpaid invoice. And that's for an invoice for September 1. Can you click on the show all financial documents? Yep.","start_word":2980,"end_word":3001,"intents":[{"intent":"Show invoice details","confidence_score":0.26883078}]},{"text":"Can you click any of the date from July 19, which is your payment, to see the payment type that was used to pay for the invoice? That's the right amount.","start_word":3027,"end_word":3057,"intents":[{"intent":"Confirm payment information","confidence_score":0.01032568}]},{"text":"I'm not understanding what you're talking about. Okay. Alright.","start_word":3185,"end_word":3193,"intents":[{"intent":"Confirm understanding","confidence_score":0.017099299}]},{"text":"Let's go back to the screenshot that you sent to me earlier from your portal, the dashboard. I told you earlier to click on the show all financial documents, and then you found the date for August Yes.","start_word":3194,"end_word":3231,"intents":[{"intent":"Provide dashboard navigation","confidence_score":0.00007434929}]},{"text":"It must show a drop down information with further details. Nothing. It just says total $79.95. Payment date, thirtieth of the eighth. What information are you seeing when It you click says... this... Yeah. It says EFT. Yeah. So So this if is that's the payment the case, that then should I just go and dispute all of these EFTs?","start_word":3292,"end_word":3351,"intents":[{"intent":"Request clarification on payment details","confidence_score":0.00577804}]},{"text":"It is already paid, but the payment information or the transaction is located in the payment section, which is the green one on top of it, August 30.","start_word":3652,"end_word":3679,"intents":[{"intent":"Report payment issue","confidence_score":0.009661203}]},{"text":"So for this one, Adam, I know that you mentioned Listen. beforehand Listen. that For me for me to make an EFT payment, right, I have to log in to the portal. I have to click pay by Worldline or pay by pay risk. I have to put in my card details, and I have to press pay.","start_word":3753,"end_word":3810,"intents":[{"intent":"Confirm payment methods","confidence_score":0.000036194862}]},{"text":"how are I you really telling under me that this is an EFT? If that's the case, then I'll... I should go dispute it with with the bank, and every single one of these EFT payments, I'll ask them to refund. Yes.","start_word":3934,"end_word":3975,"intents":[{"intent":"Request refund","confidence_score":0.24498858}]},{"text":"I really understand where you're coming from, Aidan. The payment that was made August 30 was AST. And since you mentioned earlier that you're having a financial hardship, you can. You're welcome to contact your issuing bank dispute the charges. But it Okay.","start_word":3976,"end_word":4018,"intents":[{"intent":"Express understanding","confidence_score":0.089670785}]},{"text":"You're welcome to contact your issuing bank dispute the charges. But it Okay.","start_word":4006,"end_word":4018,"intents":[{"intent":"Offer service to bank","confidence_score":9.0208823e-7}]},{"text":"Can you tell me what error message you're receiving every time you are trying to connect with your Internet?","start_word":4117,"end_word":4135,"intents":[{"intent":"Fix internet connection issue","confidence_score":0.25098568}]},{"text":"There's usually a guy that I speak to. Because I checked on our end, your account is active. There's no outage as well with from the network. So we just need to troubleshoot with the router. Okay.","start_word":4510,"end_word":4546,"intents":[{"intent":"Troubleshoot router","confidence_score":0.8639602}]},{"text":"Could you send me a photo showing the NTD or the connected ports or cables and lights?","start_word":4780,"end_word":4796,"intents":[{"intent":"Request photo","confidence_score":0.16296469},{"intent":"Obtain photo","confidence_score":0.0011685998}]},{"text":"I'll leave you some information so that we can file a ticket afterwards. I'm just gonna reset it. So it'll be turned on now again. Yes.","start_word":4797,"end_word":4822,"intents":[{"intent":"File ticket","confidence_score":0.15309112},{"intent":"File a ticket","confidence_score":0.07397297}]},{"text":"The one that you're going into to fix the ship. Hold on.","start_word":4843,"end_word":4854,"intents":[{"intent":"Set up website","confidence_score":0.017056609},{"intent":"Fix ship","confidence_score":0.50021255}]},{"text":"Because you can still access the router settings even though there's no Internet connection yet. Yes. I know.","start_word":4903,"end_word":4920,"intents":[{"intent":"Access router settings","confidence_score":0.18099082}]},{"text":"Are you in? Yep. And we just want to make sure that you have the correct PPPoE logins. If you can go to the Internet settings on your router settings. Hold on one second. Uh-huh. It's still loading. Unable to connect back to this device. Please check your network connection and refresh this page. So the logins were accepted. However, upon clicking submit or log in, it showed you that screen. Correct? Yeah.","start_word":5144,"end_word":5216,"intents":[{"intent":"Log in/log in","confidence_score":0.000011696494}]},{"text":"Unable to connect back to this device. Please check your network connection and refresh this page. So the logins were accepted. However, upon clicking submit or log in, it showed you that screen. Correct? Yeah.","start_word":5182,"end_word":5216,"intents":[{"intent":"Refresh page","confidence_score":0.0025610584}]},{"text":"So for this one, Adam, we'll need... Please also send me a screenshot for that so that everything is collated on my end when I file the ticket.","start_word":5218,"end_word":5245,"intents":[{"intent":"Send screenshot","confidence_score":0.109387144}]},{"text":"Can we go back to your realtor's settings My router? on your phone where you access the realtor's address? Yeah.","start_word":5368,"end_word":5387,"intents":[{"intent":"Access realtor's address","confidence_score":0.26291254}]},{"text":"But it's saying no Internet connection. I'm sorry? It's saying no Internet connection. It's connected to the network, but it says no Internet connection. Is it still possible for you to go through the Internet settings?","start_word":5499,"end_word":5534,"intents":[{"intent":"Fix internet connection","confidence_score":0.06496948}]},{"text":"My question to you is what am I paying for? Why have you taken a payment from my account if I'm not even receiving the service? Yes.","start_word":5815,"end_word":5841,"intents":[{"intent":"Ask question","confidence_score":0.007302274},{"intent":"Request information","confidence_score":0.0052351323}]},{"text":"But I don't understand. Yeah.","start_word":6117,"end_word":6121,"intents":[{"intent":"Ask for explanation","confidence_score":0.03562244}]},{"text":"I just have it on my phone. I think I fixed it. Were you able to I'm not enter sure. your password?","start_word":6302,"end_word":6323,"intents":[{"intent":"Fix technical issue","confidence_score":0.075228415}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Airtel. My name is Mary.","start_word":0,"end_word":8,"sentiment":"positive","sentiment_score":0.5411505103111267},{"text":"May I have your name, please? Yeah. Hi. I've sent you an email, but I still haven't received a response. Hello. May I have your name, please? Adam. Hi, Adam. How are you doing? I tried calling you earlier, but was routed to voice mail. And right now, I'm just drafting an email for reply.","start_word":9,"end_word":63,"sentiment":"neutral","sentiment_score":-0.032595302909612656},{"text":"And thank you so much for reaching us.","start_word":64,"end_word":71,"sentiment":"positive","sentiment_score":0.4605518877506256},{"text":"Yeah. Regarding your email, I can see here that you are... I mean, the network is not working. Is that correct? Correct. Yeah. And Mhmm. my Because wife spoke to someone yesterday, and they said to her, you can call back. She tried calling back and no answer. because here's what happened, Adam. On... Let me go back to our email. On the twenty ninth, we... Or hold on. On the twenty ninth, we automatically unsuspended your connection, so it was not actually successfully suspended. So if you are having an Internet problem with your Internet, could you provide me some error message while trying to connect you... Connect to your Wi Fi. Sorry? Could you provide me, the error message that you're receiving whenever you connect to your Internet? What do you mean the error message? The the... It's not even coming up on my on my Wi Fi networks. Because on the same day, Saturday, I... We inform you that we already restart your Internet. Do you have an access to your... Or any device that you can use so that we can try logging in to your router's credentials? It was it was on the other day after you... After... And then and then I... You guys took a payment. Okay.","start_word":72,"end_word":285,"sentiment":"neutral","sentiment_score":-0.1299961656332016},{"text":"That's why this is so frustrating because, like I said to you, I'm currently experiencing financial hardship. My bank's blocked my business account, and I'm owed four weeks worth of wage that hasn't come in yet. And there's nothing I can do about it until ASIC Re registers my company. That's why I sent you an email saying I'm currently experiencing financial hardship.","start_word":286,"end_word":348,"sentiment":"negative","sentiment_score":-0.510288655757904},{"text":"Then you guys went ahead and took a payment from my account anyway. Hold on. Let me check that. And you can see that via email. Let me Payment received on the August 31. see. Hold on.","start_word":349,"end_word":385,"sentiment":"neutral","sentiment_score":-0.13912042084376555},{"text":"And then on top of that, yesterday, the Internet just cut out randomly. I'm so sorry to hear that, Adam, and I really know where you're coming from.","start_word":386,"end_word":413,"sentiment":"negative","sentiment_score":-0.4508970081806183},{"text":"Let me go ahead and check here your payment receipt. Okay? '29. 2026. Hold on. Let me see. Payment. Adam, the payment type for the last payment that you made was actually an electronic fan transfer, so we did not directly debited your account. But just to... Well, just... Yeah. It was an electronic funds transfer, and it was not direct debit from your account. And, also, there's no saved payments or credit cards on your account, so it was... The payment was made through electronic funds transfer.","start_word":414,"end_word":501,"sentiment":"neutral","sentiment_score":-0.1352519989013672},{"text":"No. That's not correct.","start_word":502,"end_word":505,"sentiment":"negative","sentiment_score":-0.5288382172584534},{"text":"Alright. If you... I I have I have your I have your your email here. Payment received by Airtel. Dear Adam, your payment amount $79.95 was received on 08/30/2026.","start_word":506,"end_word":534,"sentiment":"neutral","sentiment_score":0.04681050032377243},{"text":"Thank you for using our services.","start_word":535,"end_word":540,"sentiment":"positive","sentiment_score":0.5552380681037903},{"text":"And I've got the invoice, and I've got a receipt. Yes. The email that you received is an automated email once we receive the payment from our customer. So all of our customers receive one confirmation email about the payment. You can also access this payment receipt by logging in to your account wherein you can see... Where you can view the payment with the invoice number and the payment type. Yeah. And it was direct debited from my account. It was actually electronic fan transfer. I can help you log in to your customer portal Why to why would I why would I transfer when I told you I'm going through financial hardship?","start_word":541,"end_word":654,"sentiment":"neutral","sentiment_score":0.046724285930395126},{"text":"Do you think I just forgot that I did something?","start_word":655,"end_word":664,"sentiment":"negative","sentiment_score":-0.33365368843078613},{"text":"review It was two days ago. Do you think I forgot? Or three, whatever, five days ago. Do you think I transferred you in my sleep, and I didn't realize? I saw the money come out of my account. I was at the gym training. I really understand. Right now, I'm just giving you some information that I am seeing on the documents from your account. Well, I really understand that... About this the experience that you had. But right now with the document, it says an EFT or refund transfer. And it was not a direct debit since there's no credit card or card added on your account for a direct payment. I have I have the direct debit in front of me right here. Do you want me to send you a screenshot of it? No. I mean, there's... Oh, do you have a card? I mean, saved on your account? Yes. I do. It's the same card you guys pull money out of every single time, and I've used that same card to make payments in the past as well. Sure. Could you send me a screenshot? You can email that as well to me. Or you can also access What's your email? our webs... It's... Mary... Marinel at ethel. Yeah. That's correct. @airtel.net.au.","start_word":665,"end_word":881,"sentiment":"neutral","sentiment_score":-0.06318058025452399},{"text":"That's why it was disappointing because it was only one day after I had informed you that I'm currently unable to pay, not because I have $0, but because I have to pay my rent. Otherwise, I'll get evicted, and rent is more important to me right now than Internet. And then one day later, you guys pull a payment from my account regardless of what I have told you.","start_word":882,"end_word":951,"sentiment":"negative","sentiment_score":-0.5310033559799194},{"text":"But, anyway, putting that I can aside, also... Yeah. Sure. I then can also send you the invoice so that you can have it on your end without logging in to your customer portal. I have the invoice in my email. And that's... And that... Oh, I... Yeah. But if You you say? will log in to your customer portal, you'll be able to see the payment method. But have you sent to me the, screenshot of your, card saved on your account? I just emailed that to you. Well, my Okay. Hold on. Alright. I'll wait for your email. Just give me one second. Because k. Haven't received it yet. One moment, please. You know, I'm just... I I just wanna verify everything, making sure our system and your end is calibrated and all green. Okay? Just No waiting worries. for it. Hold on. I haven't received it yet. While waiting for the email, could you also send it using our website? No. It's your website. It's airtel.net.au. And then you should be seeing a chatbot on the lower right corner. You just have to click that, and I'll be able to see that on my end as well. Have you sent it yet, Ada? Yeah. Sent Okay. Hold on. Let me see. Alright. This is a transaction. How about the card being saved on your account, on your Airtel account?","start_word":952,"end_word":1183,"sentiment":"neutral","sentiment_score":0.03007516987493326},{"text":"Because on our end, we're not seeing a direct debit or any saved credit card or bank account on your account. So Sir sir... we wouldn't Okay. If that's the case, how did you guys pull the money out of my account? Am I being scammed? I don't understand why you're saying there's nothing on the account. So if that's the case, then how was that money taken out of my account?","start_word":1184,"end_word":1255,"sentiment":"negative","sentiment_score":-0.5538647174835205},{"text":"Alright. So as I am seeing on your log... On your portal, it was sent via If... Yeah. But that means that means I sent electronic the money to you. But I clearly just fan sent you a screenshot from my CommBank app transfer. that doesn't say it's a transfer. So... Let me hold on. Let me go back to the website and see. It's a utility direct debit for my card. This seems to be a notification. Have you gone to your Should I dispute credit the card transaction? transaction? Should I dispute the transaction on ComBank then? Well, it depends how your bank will... Well, if you really didn't do the the payment, Adam, we really understand if you'd like to dispute it on your issuing bank. It's all fine. However... But still, we will still acknowledge your payment plan with us. If you really need the payment that was just credited in your account, you may also want to contact your issuing bank and... For further assistance. But rest assured that we will still acknowledge your payment plan with us. We have on the thirtieth that we send you an email that has been already noted on your account, so there's nothing to worry about us. We'll still acknowledge I just... your payment I'm just plan. trying to understand.","start_word":1256,"end_word":1477,"sentiment":"neutral","sentiment_score":0.026361171156167984},{"text":"So are you telling me that that that amount wasn't I didn't I didn't get what you're saying that that wasn't you guys.","start_word":1478,"end_word":1500,"sentiment":"negative","sentiment_score":-0.3900999128818512},{"text":"What's, like, what's your... The point that you're trying to make?","start_word":1501,"end_word":1511,"sentiment":"neutral","sentiment_score":-0.21372836828231812},{"text":"You guys didn't take that money out of my account, so then who did?","start_word":1512,"end_word":1525,"sentiment":"negative","sentiment_score":-0.4487108588218689},{"text":"Yeah. As I am seeing on the document, it it was an electronic fan transfer. But, again, I really take your word if you not remembering transferring any funds to us, it's fine. If you re... If you need these funds, it's okay. You I can just contact your sent... issuing I sent bank. you the screenshot. It would... If I if I sent the money via transfer, it would have said it was a transfer. It would have written on there fast transfer. It doesn't say transfer. I have other payments, the same thing. Anytime Fitness, my my my gym. It looks exactly the same. They take money out of my account the same way you do. Hold on. Let me check here. Okay. Let me just check here further, Adam. So I'll be putting you on hold for a minute to return and go back to you. Okay? Hello, Adam? Yes. Yes.","start_word":1526,"end_word":1679,"sentiment":"neutral","sentiment_score":-0.060673534870147705},{"text":"Thank you.","start_word":1680,"end_word":1681,"sentiment":"positive","sentiment_score":0.33908185362815857},{"text":"Hello, Adan.","start_word":1682,"end_word":1683,"sentiment":"neutral","sentiment_score":0.23551134765148163},{"text":"Thank you so much for holding.","start_word":1684,"end_word":1689,"sentiment":"positive","sentiment_score":0.5043905973434448},{"text":"Yeah. Hello? Yes. So checking again in your account, again, what I'm seeing is actually an electronic direct debit, the payment method that will show is... Would be like a direct debit. And Yeah. this But... Okay. Okay. I understand. But how how do you guys take money out of my account every month then? Can you explain that to me? let me review your recent document. Hold Because on. you took a payment last month as well, July as well. August, every month you take payment. In July 1, you took a payment for a $100. June, you took a payment for 89 and 45. May, you took a payment for 45 and 89 and 45. So tell me how how is this possible without a card being on your system? Are you telling me there's a ghost making these transactions? Let me review your previous documents on our Either end. Okay? way... Look Hold look. on. Either way, it doesn't matter.","start_word":1690,"end_word":1852,"sentiment":"neutral","sentiment_score":-0.06432523162452722},{"text":"The point is the Internet's still not Mhmm. working.","start_word":1853,"end_word":1861,"sentiment":"negative","sentiment_score":-0.5059085488319397},{"text":"So that's what I'm trying to understand. Why is the Internet Yeah.","start_word":1862,"end_word":1873,"sentiment":"neutral","sentiment_score":-0.25142520666122437},{"text":"not working?","start_word":1874,"end_word":1875,"sentiment":"negative","sentiment_score":-0.4406827390193939},{"text":"Yeah. Okay. Well, I will look into that because I just wanna make sure that we are... You know, we've already completed this issue regarding your payments because I know, from what you shared, having a financial hardship, I also wanna help you with your concern about the payments. But, right after this, we'll go ahead and go through with your Internet connection. Okay? If that will be fine. Okay. Seeing your... Or checking your previous transaction with us, on the month of July, June, May, these were all direct debit. However, only Yes. the Correct. Yes. Correct. Yeah. Invoice for the August, which was paid August 30, was an electronic fund transfer and not a direct debit. And right now, I'm seeing... I'm checking your account, and there's no, saved card. You just said that those those were direct debits. So how could that have been direct debits if there's no card in the system? So it could have been that the card is currently added on your account as an automatic payment. But right now, I'm not seeing any save card. So previously, it But I sent you could... I sent you I sent you the screenshot with the card that's that's... That you guys used. It... Like, that's from the Commonwealth Bank app.","start_word":1876,"end_word":2091,"sentiment":"neutral","sentiment_score":-0.10450704395771028},{"text":"It's not... I'm not making it up.","start_word":2092,"end_word":2098,"sentiment":"negative","sentiment_score":-0.3595234155654907},{"text":"It's not like I'm just Mhmm. saying... I'm just I guessing. know. I'm showing you what the actual transaction was.","start_word":2099,"end_word":2118,"sentiment":"neutral","sentiment_score":-0.2369578182697296},{"text":"Whatever's on your side of your system is wrong.","start_word":2119,"end_word":2127,"sentiment":"negative","sentiment_score":-0.4088938236236572},{"text":"That's what I'm trying to explain to you. This is from the bank. The bank is saying that it's not an EST payment. The bank is saying that it's a it's a it's a direct debit. Mhmm. Let me. Is there any way that you can go to the main transactions from your card? That is on my card. That is from my card. That's what Okay. I'm trying to I'll... explain to you. And it's the same as Yes. every other month. It's not... It's no different to any other month. It's literally the exact same as as the month before that were taken out. You still have the document from the month of July. I just wanna compare it and annotate that and investigate further on my end, then we can move forward to your Internet. Look. I'll show you this week For in July. July, the payment was made July 8. I'll save these two July pictures. eighth? Yeah. Or No. No. It July. was May 19. July 19. Yeah. Hold on. Let me check again your... I'm sorry. I was looking for a different customer, Holden. Let me go back again to your account because I was looking earlier with a different customer. Let me exit all the files. Hold on. I'm sorry. It literally says payment method direct debit on my account. So hold on. July 19. Yes. It's an EFT as well. I'm sorry. For the month of July 19, What are it you was talking EFT about? as It well. says it says on my profile, it actually says on the profile, it's a direct debit, the payment method on my Airtel profile. On your Airtel profile, can you send me a screenshot on the payment that was made July 19? Because I'm seeing here on your portal, it's also an EFT. So that we'll be able to document everything, Adam. I take every word of... You have. I just need some photo for documentation so that we look into this further. Okay? You can also send it to our website, and I'll make sure to save it. I'll send it to... On the on the website in this conversation. Yes. Because going through the previous month as well, it's also showing EFT. No direct debit. Let me know once you send it so that I can review it. Let me just save this as well. Have you sent it yet? There was something. Let me check it. So this is for July nineteen four ninety nine four ninety You see that? That's a direct debit. It's not an EFT transfer. 5. The bank shows that when it's a direct debit. Do you have some other photo or a receipt or a screenshot that says direct debit? Sorry? I sent... What do you mean? I sent... I just sent you I sent you the the the the screenshot from the bank. And look, that's from my Airtel account. It says payment method, direct debit. Alright. Can... If I may ask, how were you able to log in to your Airtel account? What do you mean how was I able to log in? I just logged in through a customer portal. Because you mentioned earlier that this is from your card. So I would also like you to log in to your customer portal to also see your documents when you are making a payment. On your customer portal, you'll be able to see everything from your invoice, recurring invoices, and the payments that you made. Yeah. Are you now logged in to your customer portal?","start_word":2128,"end_word":2729,"sentiment":"neutral","sentiment_score":0.009156139363284127},{"text":"Sir, I'm so confused. So all those payments that you're telling me I've paid, you're saying what? They weren't real?","start_word":2730,"end_word":2749,"sentiment":"negative","sentiment_score":-0.5244644284248352},{"text":"Yes. It's all EFT. I mean, earlier, I was looking for... That was my mistake. I was looking for a different customer. That's why we had in different date from July. Yours was July 19. Mine was different, so I went back to your account and found the July 19 transaction, which is the EFT. For June 25, you will be able to see your June 25 transaction from your credit card. And on your portal, it'll be showing as an ESG payment type. Sorry. Where where do I check where do I check what you want me to check? Yeah. On the same website, airtel.net.au, you you just have to log in. Yep. Uh-huh. Are you now logged in to your portal? Yes. I'm logged in. Just making sure that you're logged in. You are supposed to be seeing your name on your upper right corner of the screen. Are you seeing it? Where? Upper right corner of your screen, of your phone. It should... No. Your name No. should I'm appear. not. No. I'm So if not. that's the case, then you're not yet logged in to your customer portal, Adam. Is Please this Airtel, click or am my I account. speaking to someone else? Yeah. This is Airtel. I'll just send you a screenshot so you can see for yourself. It literally says in the URL, portal.airtel.net.au. That's an unpaid invoice. And that's for an invoice for September 1. Can you click on the show all financial documents? Yep. And then what? Mhmm. And then after clicking it, what does it show? It shows all Are the you invoices see... that I've paid. Okay. Can you click any of the date from July 19, which is your payment, to see the payment type that was used to pay for the invoice? That's the right amount. Thirtieth. Yeah. Thirtieth of the eighth. $79.95. Okay. Payment. Payment. Recurring invoice. I don't understand what's... What am I looking at? You should... On the date of August 30, you will see, after the check icon, that square icon with a small arrow pointing on the upper right direction, you can click that. That's where you can see the payment type that was made during... I mean, paying the the invoice. It looks the same. Were you able to click this where I can with arrow? On... Once you click that, you should be seeing... Let me go back to my end. View the payment with the invoice number, the payment type, the sum that you paid with the receipt number, and the payment date. I'm sorry.","start_word":2750,"end_word":3184,"sentiment":"neutral","sentiment_score":-0.04775625647998404},{"text":"I'm not understanding what you're talking about.","start_word":3185,"end_word":3191,"sentiment":"negative","sentiment_score":-0.5388264656066895},{"text":"Okay. Alright. Let's go back to the screenshot that you sent to me earlier from your portal, the dashboard. I told you earlier to click on the show all financial documents, and then you found the date for August Yes. thirtieth Yes. I'm payment. there now. I'm in that page. Alright. Are you on the were you able... Were you already clicked the square icon with the arrow? Sure. Just send you a screenshot there. Okay. Let me see. And can you tell me what happened when you click on the payment, the green one with dated August 30? It must show a drop down information with further details. Nothing. It just says total $79.95. Payment date, thirtieth of the eighth. What information are you seeing when It you click says... this... Yeah. It says EFT. Yeah. So So this if is that's the payment the case, that then should I just go and dispute all of these EFTs?","start_word":3192,"end_word":3350,"sentiment":"neutral","sentiment_score":-0.01819848782330189},{"text":"Because I never paid these.","start_word":3351,"end_word":3355,"sentiment":"negative","sentiment_score":-0.3892672061920166},{"text":"There's one time invoices. Those are specifically spoke to someone on the phone who made those for me so I could finish paying off whatever was overdue at the time. But then there's a recurring invoice, and it says paid on the thirtieth thirtieth of the eighth. Yeah. So EFT shows when you... When... Do you normally call us to pay the... To make the payment?","start_word":3356,"end_word":3421,"sentiment":"neutral","sentiment_score":-0.1636667251586914},{"text":"No. I don't call you to make the payment. It just comes out of my account every month.","start_word":3422,"end_word":3439,"sentiment":"negative","sentiment_score":-0.4066605865955353},{"text":"Okay. So I'll take note of every screenshots and photos that you've sent. Yeah. Look at this. Sure. That's the payment that came out of my account on the thirtieth of the eighth. It usually says paid thirtieth of the eighth. It shows a recurring invoice. And the How status about required. clicking the... Yeah. It's paid. But if you will gonna... You were able to click earlier the payment section with the AST information. It has been paid yet because it was it was paid August 30. Yes. Exactly. August 30. And when you click the payment So are you telling me I've been charged twice? Is that what you're trying to say?","start_word":3440,"end_word":3553,"sentiment":"neutral","sentiment_score":0.002324513159692287},{"text":"no. No. I'm not.","start_word":3554,"end_word":3557,"sentiment":"negative","sentiment_score":-0.4027544260025024},{"text":"I'm just Then giving why is there you two why is there two... The one on top of it says paid on... It says thirtieth of the eighth as well. The one... I mean, the black one is your invoice, the recurring invoice, and then the green one on top of it is the payment transaction. So that's why you're seeing a same date because one is for the recurring invoice and one is for the payment. So the recurring invoice, that's not... That wasn't paid. The... It says it was paid. Yes. It is already paid, but the payment information or the transaction is located in the payment section, which is the green one on top of it, August 30. And then you... The recurring invoice that you're receiving on the top part, which is dated September 1, that's your invoice for September one to thirtieth. If you'll be making a payment this September, you'll be seeing another payment section at the top of the recurring invoice. So this Yeah. is... But There's the going thing to is be... I don't I I don't make the payments.","start_word":3558,"end_word":3745,"sentiment":"neutral","sentiment_score":-0.08989365272065426},{"text":"They come out of my account.","start_word":3746,"end_word":3751,"sentiment":"negative","sentiment_score":-0.3670295476913452},{"text":"Alright. So for this one, Adam, I know that you mentioned Listen. beforehand Listen. that For me for me to make an EFT payment, right, I have to log in to the portal. I have to click pay by Worldline or pay by pay risk. I have to put in my card details, and I have to press pay. I didn't do that. I've never done that. I did that maybe three months ago when I was on the phone with someone else, a guy, and I spoke to him. And he said, I'll help you out with your overdue payments. He made them into one time invoices. That's why if you go down, it says there's multiple one time invoices. And those were the ones that I manually paid. I went and paid each one by EFT. Until later on, then they just became automatic again.","start_word":3752,"end_word":3898,"sentiment":"neutral","sentiment_score":-0.11699655652046204},{"text":"So now I didn't pay anything.","start_word":3899,"end_word":3904,"sentiment":"negative","sentiment_score":-0.3365427851676941},{"text":"If I did, I would remember. It's not something you would forget. You wouldn't forget going grocery shopping and paying for groceries.","start_word":3905,"end_word":3926,"sentiment":"neutral","sentiment_score":-0.2220176458358765},{"text":"It just doesn't make sense.","start_word":3927,"end_word":3931,"sentiment":"negative","sentiment_score":-0.5142756700515747},{"text":"So Mhmm.","start_word":3932,"end_word":3933,"sentiment":"neutral","sentiment_score":-0.198377788066864},{"text":"how are I you really telling under me that this is an EFT? If that's the case, then I'll... I should go dispute it with with the bank, and every single one of these EFT payments, I'll ask them to refund.","start_word":3934,"end_word":3974,"sentiment":"negative","sentiment_score":-0.40182042121887207},{"text":"Yes. I really understand where you're coming from, Aidan. The payment that was made August 30 was AST. And since you mentioned earlier that you're having a financial hardship, you can. You're welcome to contact your issuing bank dispute the charges. But it Okay. depends on your issuing bank, the process disputing the charges work. I will also take note of your account and regarding what happened. And then once I've already added it, check on those, we'll go move forward to your Internet connection. Okay? Okay. So what's the next step?","start_word":3975,"end_word":4066,"sentiment":"neutral","sentiment_score":-0.009187499142211416},{"text":"Alright. I successfully documented everything on my end, Aram. Saved all the photo that you sent and regarding with the electronic fan transfer. So this is going to be a fund to your account transferring to for making the payment.","start_word":4067,"end_word":4106,"sentiment":"positive","sentiment_score":0.4894775152206421},{"text":"And now Sorry? we'll move forward with your Internet connection. Can you tell me what error message you're receiving every time you are trying to connect with your Internet? It doesn't actually show up. So if you ever... My wife spoke to yesterday, they said to her, turn it off for twenty minutes and then turn it back on. So when you called me, I turned it off. I'm turning it back on now. Let's see. Okay. Yeah. It's still not coming up. The Can actual you tell network, me the status? Mhmm. it's not coming up on my Wi Fi. The network. But are you seeing a stabilized light or a flashing green light on your router? It's flashing yellow or green or whatever. A yellow light. And you mentioned earlier about calling yesterday. Right? Now it's flashing red at the bottom. Did you call yesterday regarding the same concern with your Internet? Yes. I called yesterday. And after the call yesterday, the Internet is not yet restart. Right?","start_word":4107,"end_word":4276,"sentiment":"neutral","sentiment_score":-0.1250958889722824},{"text":"No.","start_word":4277,"end_word":4277,"sentiment":"negative","sentiment_score":-0.3564017117023468},{"text":"Okay. If I may ask troubleshooting instead because we might gonna have to troubleshoot again. And then if there's still a problem, we will need to file a ticket for this. Okay. Alright. Hold on. Can you tell me the status of the color green on your router? It's Is red. it solid? It's it's fucking Oh, red. any other color? No. It's only flashing red and there's no green color. Correct? Correct. Yeah. Okay. Let me guess. I'm gonna restart it again. How long is this gonna take? We will need to troubleshoot, so it will need some time. We have to make sure that physical connections are properly connected.","start_word":4278,"end_word":4388,"sentiment":"neutral","sentiment_score":-0.19120788013747148},{"text":"Nothing nothing happened. It just randomly crashed. It stopped working.","start_word":4389,"end_word":4398,"sentiment":"negative","sentiment_score":-0.488198459148407},{"text":"We called you guys. I don't know who... Maybe maybe Melissa. I don't know who was on the phone yesterday. Mhmm. She said... Or whoever was there said turn it off for twenty minutes and turn it back on, and it should be be good to go. And she said call me back once you once you've done it. If you have any problems, let me know. We turned it off for twenty minutes. We turned it back on. It still didn't work. We tried calling back, and it just kept going to voice mail. Hold on. Let me check here. Where's the... Where's that guy that I usually speak to? There's usually a guy that I speak to. Because I checked on our end, your account is active. There's no outage as well with from the network. So we just need to troubleshoot with the router. Okay. So you mentioned earlier that the physical connections are fine. Flashing Yes. red is showing on your end. Any other color that you're saying or No. I indicator told like? you it's just flashing red. We've gone over this now three times. We've said the same thing. Everything is plugged in. It's flashing red. It's not it's not working. I don't know what you want me to do. Do you want me to restart it? No, please. Because that might restart with... I mean, default. Well, clearly, that's what needs to happen because it's not working. No. We add... We advise customers not to restart the the Every router time because every it might time this happens, I call and the guy that I speak to tells me to restart it every single time. And this has happened before. This isn't the first time it happens. Isn't there someone else I can speak to? Any technician or someone? I'm sorry, Adam. There... No. But since we already How many have people here the work details. in this company? Is it just you and two people? Right now, yes. Well, that's good. And you clearly don't know what you're talking about. I'm just reading a script. Can we continue now, Ed? I'm sorry.","start_word":4399,"end_word":4758,"sentiment":"neutral","sentiment_score":-0.1091616546114286},{"text":"This will take time.","start_word":4759,"end_word":4762,"sentiment":"negative","sentiment_score":-0.36907050013542175},{"text":"I I might need to ask you some photo before we finish. Hello, Adam? Yeah. Hello? Yeah. Could you send me a photo showing the NTD or the connected ports or cables and lights? I'll leave you some information so that we can file a ticket afterwards. I'm just gonna reset it. So it'll be turned on now again. Yes. Because I already set it. Okay. Any changes with the indicator lights? I'm trying to get... What's the website called? The one that you're going into to fix the ship. Hold on. It's 1921681 One nine two dot one six eight dot one dot one. 1. Sorry. What was that again? 19216811. It's not loading. Okay. So please make sure your device is connected to the router's Wi Fi network. It is. It is. Alright? And is it not loading? Because you can still access the router settings even though there's no Internet connection yet. Yes. I know. It's not loading. I said that. Alright. So if that's the case, then we will need to file a ticket for this one. Adam mentioned that you have already reached out yesterday. However, after the twenty minute unplugging and unplugging it again, it's still the same. We will have to file a ticket, and I need some photos from you to attach from the ticket that I will file. Okay? Hold Alright. So right now, I will ask you to send me the picture of your on. cable connections from your NTD to the router. I did it. You... It was actually tape a link. You gave me the wrong URL. It was tapealinkwifi.net. We normally use those combination of numbers for the router's IP address. What's the username and password? Let me see. Hold on. It's one two four zero zero zero zero zero. Sorry. So four, how many zeros? No. There's no four, but four number zeros. 0000 Yep. four six three Yep. at Yeah. airtel dot net dot a u. And the past ones? And the password, let me check. Is it the one that It's I just made? sorry? Is it the one that I just made? We can try the password that I will have to offer for you.","start_word":4763,"end_word":5134,"sentiment":"neutral","sentiment_score":-0.0160503768141792},{"text":"It's Awesome.","start_word":5135,"end_word":5136,"sentiment":"positive","sentiment_score":0.7607360482215881},{"text":"UppercaseLetterA Yep. IR Yep. 1230 Yep. 463. Are you in? Yep. And we just want to make sure that you have the correct PPPoE logins. If you can go to the Internet settings on your router settings. Hold on one second. Uh-huh. It's still loading. Unable to connect back to this device. Please check your network connection and refresh this page. So the logins were accepted. However, upon clicking submit or log in, it showed you that screen. Correct? Yeah. K. So for this one, Adam, we'll need... Please also send me a screenshot for that so that everything is collated on my end when I file the ticket. Again, I would also ask for the physical cable connections from your NTD to the router. And... I'm just gonna do it again. Okay. Just a few reminder, Adam, the mobile data should be turned off when you try to log... Access the router's address. Okay. Okay. Alright. Let's see. Internet not connected. Please check if the LAN port is properly connected. Yes. It is. It's saying Internet not connected. So that means it must be something from your end because the modem is back to normal. It's flashing blue. The network is coming back up in my settings, but it just says there's no Internet connection. Alright. I just wanna make sure that the credentials for the PTPOE logins are correct. Can we go back to your realtor's settings My router? on your phone where you access the realtor's address? Yeah. Isn't it 1230? Yeah. But you're able to access this... To access that. Correct? Yeah. It's here. And... It's Okay. 0000463@airtel.net.au,Capitala, So Uh-huh. lowercase I r one two three zero four six three. Were you able to log in to the admin... Yeah. I got all the way to the end. I changed the the password and the the network name. Okay. And then when Okay. I get to the end...... Can you, right, Just... can you go to the Internet settings, please? Yep. When you go to the Internet settings, look for... Hold on. It should... In your Internet settings, the connection type. Are you seeing a connection type? Yeah. But it's saying no Internet connection. I'm sorry? It's saying no Internet connection. It's connected to the network, but it says no Internet connection. Is it still possible for you to go through the Internet settings? Yes. Alright. On your... On the connection type, you should be changing the connection. The connection type must be labeled as PPPO Yes. eight. Yeah. That's what I have already. Enter the... Yeah. And you've already entered the username that I provided Yes. to you and also Yes. the PPOE password? Yes. Alright. So if that's the case, then we've already progressed with the PPPoE settings. I will need to file a ticket for this one, Adam. So I will be needing you to send me some photos so that we can attach it one... To file a ticket. So, yeah, basically, it's not gonna be fixed today. Yes. So I will need to file a ticket and have it sent So to the what am network. I what am I paying for?","start_word":5137,"end_word":5667,"sentiment":"neutral","sentiment_score":-0.017871151902763744},{"text":"I don't understand. You guys take a payment from me during a time where I've specifically said I'm having financial hardship. And then on top of that, the Internet's not working, and you told me there's nothing you can do about it.","start_word":5668,"end_word":5709,"sentiment":"negative","sentiment_score":-0.46509915590286255},{"text":"I do apologize for any inconvenience And to that top may... it This off, every single thing that we've gotten through at... Up to this point has only been the case because I've I've been the one that's said to you, let's restart it and do this. If I was... If I sat there listening to what you were telling me, I would still be checking the box right now looking at colors. Yeah. Because I I will need those photo or details on my end when I file a ticket. Complete I information, know what miss you Lee. need. I know what you need. My question to you is what am I paying for?","start_word":5710,"end_word":5824,"sentiment":"neutral","sentiment_score":-0.12896374852760978},{"text":"Why have you taken a payment from my account if I'm not even receiving the service?","start_word":5825,"end_word":5840,"sentiment":"negative","sentiment_score":-0.4120426177978515},{"text":"Yes. For this one, Adam, we'll be sending this request to the network so that you can be connected to your Internet right away. We've already checked on your settings... I mean, router settings, and you are already logged in. And the next step now is to contact the network and have it investigated on their end. And how long is that gonna take? We'll have to wait for their response when we file a ticket today. And how long will that take? Please give them maximum forty eight hours, and then Forty eight we hours. we we will back... Yeah. We'll back... We'll be back to you on Monday to give you any update regarding with your Internet connection. But I need my Internet to do my work. It's already been two days now. Yeah. To make this sorted out, I know time is running. For me to fill a ticket as soon as possible before we end this call, I will need those photos from you, Adam. Don't you have a technician that you can send? I'm sorry. We normally don't send a technician, but, filing a ticket to the network. I only have some... I I only need some... One, two, three photos, for me to file the ticket. So that's including the label on the back of your router, the NTD network connection from your router showing the cables are properly connected, and also the indicator lights. So that's the only photo that I need from you for me to be able to sell a ticket to get this sorted and fixed for you on the network end. Why is this happening?","start_word":5841,"end_word":6116,"sentiment":"neutral","sentiment_score":-0.007565905340015888},{"text":"But I don't understand.","start_word":6117,"end_word":6120,"sentiment":"negative","sentiment_score":-0.4841693043708801},{"text":"Yeah. No worries. Our network will... Once we have an answer from the network, we'll get in touch with you as well. But can I ask you why does this happen every couple of months? For that one, I can also add that on my annotations when I file a ticket. If you will provide me a specific date or time when you experience the same scenario so that they can also look into their end as well. Who's this number for? 043763744. Sorry. What's the number again? 0403763744. Hold on.","start_word":6121,"end_word":6211,"sentiment":"neutral","sentiment_score":-0.002753067690019424},{"text":"Oh my goodness. You gave me the wrong password. That's why it's not working. For fuck's sake.","start_word":6212,"end_word":6228,"sentiment":"negative","sentiment_score":-0.6768903136253357},{"text":"It's not 04. It's at 43663, whatever.","start_word":6229,"end_word":6235,"sentiment":"neutral","sentiment_score":-0.23588827252388},{"text":"That's why it's not working because you actually gave me the wrong password. It's nothing to do with the network. It's... You don't know how to do your job. Fuck's sake, bro. What an actual joke.","start_word":6236,"end_word":6271,"sentiment":"negative","sentiment_score":-0.5671204924583435},{"text":"Hello? Yes. Who's that number for? Hold on. Hello? Yes. I'm still here. Hold on. That's 0430403766044. And what... And where did you get this number? What do you mean? I just have it on my phone. I think I fixed it. Were you able to I'm not enter sure. your password? Alright. Hold Mhmm. on. Yeah. I fixed it because... You know why? Because you actually gave me the wrong password. I'm so sorry for that, Adam. I actually relay on the documents or on your account that I have a... An I access don't know. with. Okay. I I I know that I know that, but do you know how much of a joke that is considering this is a... It's a it's a telecom provider? Like, you guys have so many so many houses connected to Wi Fi, and we're all relying on a person that doesn't even know anything about Wi Fi. How does that make sense?","start_word":6272,"end_word":6432,"sentiment":"neutral","sentiment_score":-0.09586387127637865},{"text":"I just don't understand.","start_word":6433,"end_word":6436,"sentiment":"negative","sentiment_score":-0.4637759029865265},{"text":"And, like, how is it that I, the customer, am the one that's figuring it out by myself, and you're just helping me a little. Well, Adam, I really agree... I mean, I really understand where you're coming from. So I just had a limited access in your... On the system, so I I know, had to but my point point is, exhaust. what... You're the only person working. Wasn't there anyone else? No worries. I'll take note of that and making sure that I'll be able to have an access maximizing Yeah. And and will each you and guys every compensate one of the customer's me for this account? inconvenience? I'm sorry? Will I be compensated to inconvenience? Sure. I'll talk with our accounting department and also regarding what happened with your EFT concern earlier. Yeah, please. We're just making sure you're now connected with your Internet. Yes. No. Connect. Alright. Anything else I can help you with? That's all.","start_word":6437,"end_word":6597,"sentiment":"neutral","sentiment_score":-0.030887623751385613},{"text":"Thank you.","start_word":6598,"end_word":6599,"sentiment":"positive","sentiment_score":0.5197049975395203},{"text":"Alright. Thank you so No.","start_word":6600,"end_word":6604,"sentiment":"neutral","sentiment_score":0.24119733273983},{"text":"much Thank for your you.","start_word":6605,"end_word":6609,"sentiment":"positive","sentiment_score":0.40954670310020447},{"text":"patience and time, Bye. Adam.","start_word":6610,"end_word":6614,"sentiment":"neutral","sentiment_score":0.21302945911884308}],"average":{"sentiment":"neutral","sentiment_score":-0.08198628111738568}}}}