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May I have your date of birth, please? Thank you so much. And let me just go over to your account. Yeah. I could see in here that you set up your bank account for your direct debit, And then this is your first invoice for your Internet service September. So our account back end tried to process the payment, and it was declined due to invalid account number. Would you like to update it on my end over the phone? Okay. Sure. So what I will do now is eliminate the one that we have and then put the new one. Alright? You're using a bank account or your card? Oh, sure. Thank you. Let me just remove this one we have here. K. It's deleting. And then I'll just get your details. Your BSB number, please? Mhmm. Thank you. 064815. Okay. Account number, please. Thank you. 10192401. Thank you. And the account's name is same as your Airtel account, Vincent Hotler? Oh, thank you. And is this a check or a savings, like your bank account type? Okay. Thank you. So you will also receive, like, a new direct debit service agreement in reference with this. And, Vincent, is it okay to reprocess your September invoice for these corrected details? Yeah. That is correct. Thank you so much. Let me do it while I have you on the line real quick. Bear with me. You're welcome. It's $102.81. Okay. Okay. So it was successfully submitted. And since it's a bank account payment, this will be cleared out within one to three banking days. And once it's posted and credited to your account balance, you will receive a official payment receipt to your email address. Okay? Mhmm. You're welcome. It's my pleasure to assist you today. Anything else that I may help you? Thank you. Have a great day. Mhmm. 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Good afternoon. This is here at home accounts. How may I help you today? Oh, thank you so much for your response.\n\nNice to have you on the line, Vincent. I'll be happy to assist you with this. May I have your date of birth, please? Thank you so much. And let me just go over to your account.\n\nYeah. I could see in here that you set up your bank account for your direct debit, And then this is your first invoice for your Internet service September. So our account back end tried to process the payment, and it was declined due to invalid account number. Would you like to update it on my end over the phone? Okay.\n\nSure. So what I will do now is eliminate the one that we have and then put the new one. Alright? You're using a bank account or your card? Oh, sure.\n\nThank you. Let me just remove this one we have here. K. It's deleting. And then I'll just get your details.\n\nYour BSB number, please? Mhmm. Thank you. 064815. Okay.\n\nAccount number, please. Thank you. 10192401. Thank you. And the account's name is same as your Airtel account, Vincent Hotler?\n\nOh, thank you. And is this a check or a savings, like your bank account type? Okay. Thank you. So you will also receive, like, a new direct debit service agreement in reference with this.\n\nAnd, Vincent, is it okay to reprocess your September invoice for these corrected details? Yeah. That is correct. Thank you so much. Let me do it while I have you on the line real quick.\n\nBear with me. You're welcome. It's $102.81. Okay. Okay.\n\nSo it was successfully submitted. And since it's a bank account payment, this will be cleared out within one to three banking days. And once it's posted and credited to your account balance, you will receive a official payment receipt to your email address. Okay? Mhmm.\n\nYou're welcome. It's my pleasure to assist you today. Anything else that I may help you? Thank you. Have a great day.\n\nMhmm. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.12,"end":1.36,"sentiment":"neutral","sentiment_score":0.1941039264202118},{"text":"Good afternoon.","start":1.36,"end":2.0,"sentiment":"positive","sentiment_score":0.34163400530815125},{"text":"This is here at home accounts.","start":2.0,"end":3.4399998,"sentiment":"positive","sentiment_score":0.3419879376888275},{"text":"How may I help you today?","start":3.4399998,"end":4.66,"sentiment":"positive","sentiment_score":0.36269277334213257},{"text":"Oh, thank you so much for your response.","start":17.975,"end":19.975,"sentiment":"positive","sentiment_score":0.533549178391695}],"sentiment":"positive","sentiment_score":0.4075586795806885,"num_words":23,"start":1.12,"end":19.975},{"sentences":[{"text":"Nice to have you on the line, Vincent.","start":19.975,"end":21.495,"sentiment":"positive","sentiment_score":0.6567135006189346},{"text":"I'll be happy to assist you with 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tried to process the payment, and it was declined due to invalid account number.","start":47.765,"end":54.105,"sentiment":"neutral","sentiment_score":-0.1500603395857309},{"text":"Would you like to update it on my end over the phone?","start":54.644997,"end":59.27,"sentiment":"neutral","sentiment_score":-0.0306524991368254},{"text":"Okay.","start":62.13,"end":62.61,"sentiment":"neutral","sentiment_score":0.033374518156051636}],"sentiment":"neutral","sentiment_score":-0.057884177895354445,"num_words":61,"start":35.62,"end":62.61},{"sentences":[{"text":"Sure.","start":62.61,"end":63.010002,"sentiment":"neutral","sentiment_score":0.03513062000274658},{"text":"So what I will do now is eliminate the one that we have and then put the new one.","start":63.010002,"end":70.29,"sentiment":"neutral","sentiment_score":-0.04413814136856481},{"text":"Alright?","start":70.29,"end":70.79,"sentiment":"neutral","sentiment_score":0.018209438771009445},{"text":"You're using a bank account or your 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My name is Vincent Hunter. I just got an email earlier saying that there was an invalid bank account that I had set up, and I was wondering if you could help me just make sure that it was correct so I can fix that. The 04/28/1993. Yes. If you if you could, that would be awesome. Yes. I'll use the bank account just so that if the card changes, I don't have to update it again. Yes. The 064 815. Yes. 10192401. Yes. That's right. Yes. That's correct. It says well, it says savings. It's like an everyday account. Yeah. If you could do that now. I see that the invoice is due on the eleventh. So if you could do it, you know, you have it reprocessed so there's no late fee or anything. Thank you. Correct. Okay. Perfect. That's awesome. Thank you so much for helping. No. That was all. Thank you very much. You too. 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there. My name is Vincent Hunter. I just got an email earlier saying that there was an invalid bank account that I had set up, and I was wondering if you could help me just make sure that it was correct so I can fix that. The 04/28/1993. Yes.\n\nIf you if you could, that would be awesome. Yes. I'll use the bank account just so that if the card changes, I don't have to update it again. Yes. The 064 815.\n\nYes. 10192401. Yes. That's right. Yes.\n\nThat's correct. It says well, it says savings. It's like an everyday account. Yeah. If you could do that now.\n\nI see that the invoice is due on the eleventh. So if you could do it, you know, you have it reprocessed so there's no late fee or anything. Thank you. Correct. Okay.\n\nPerfect. That's awesome. Thank you so much for helping. No. That was all.\n\nThank you very much. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hello there.","start":5.12,"end":6.02,"sentiment":"neutral","sentiment_score":0.02855858765542507},{"text":"My name is Vincent Hunter.","start":6.16,"end":7.52,"sentiment":"neutral","sentiment_score":0.01694767437875271},{"text":"I just got an email earlier saying that there was an invalid bank account that I had set up, and I was wondering if you could help me just make sure that it was correct so I can fix that.","start":7.52,"end":17.235,"sentiment":"neutral","sentiment_score":-0.13655127165839076},{"text":"The 04/28/1993.","start":25.295,"end":29.28,"sentiment":"neutral","sentiment_score":0.024246934801340103},{"text":"Yes.","start":58.66,"end":58.98,"sentiment":"neutral","sentiment_score":0.00029519759118556976}],"sentiment":"neutral","sentiment_score":-0.10542812503874302,"num_words":50,"start":5.12,"end":58.98},{"sentences":[{"text":"If you if you could, that would be 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Good afternoon. This is here at home accounts. How may I help you today?\n\nChannel 1: Hello there. My name is Vincent Hunter. I just got an email earlier saying that there was an invalid bank account that I had set up, and I was wondering if you could help me just make sure that it was correct so I can fix that.\n\nChannel 0: Oh, thank you so much for your response. Nice to have you on the line, Vincent. I'll be happy to assist you with this. May I have your date of birth, please?\n\nChannel 1: The 04/28/1993.\n\nChannel 0: Thank you so much. And let me just go over to your account. Yeah. I could see in here that you set up your bank account for your direct debit, And then this is your first invoice for your Internet service September. So our account back end tried to process the payment, and it was declined due to invalid account number.\n\nWould you like to update it on my end over the\n\nChannel 1: Yes.\n\nChannel 0: phone?\n\nChannel 1: If you if you could, that would be awesome.\n\nChannel 0: Okay. Sure. So what I will do now is eliminate the one that we have and then put the new one. Alright? You're\n\nChannel 1: Yes.\n\nChannel 0: using a bank account or your card?\n\nChannel 1: I'll use the bank account just so that if the card changes, I don't have to update it again.\n\nChannel 0: Oh, sure. Thank you. Let me just remove this one we have here. K. It's deleting.\n\nAnd then I'll just get your details. Your BSB number, please?\n\nChannel 1: Yes. The 064\n\nChannel 0: Mhmm.\n\nChannel 1: 815.\n\nChannel 0: Thank you. 064815.\n\nChannel 1: Yes.\n\nChannel 0: Okay. Account number, please.\n\nChannel 1: 10192401.\n\nChannel 0: Thank you. 10192401.\n\nChannel 1: Yes. That's right.\n\nChannel 0: Thank you. And the account's name is same as your Airtel account, Vincent Hotler?\n\nChannel 1: Yes. That's correct.\n\nChannel 0: Oh, thank you. And is this a check or a savings, like your bank account\n\nChannel 1: It says\n\nChannel 0: type?\n\nChannel 1: well, it says savings. It's like an everyday account.\n\nChannel 0: Okay. Thank you. So you will also receive, like, a new direct debit service agreement in reference with this. And, Vincent, is it okay to reprocess your September invoice for these corrected details?\n\nChannel 1: Yeah. If you could do that now. I see that the invoice is due on the eleventh. So if you could do it, you know, you have it reprocessed so there's no late fee or anything.\n\nChannel 0: Yeah. That is correct. Thank you so much. Let me do it while I have you on the line real quick. Bear with me.\n\nChannel 1: Thank you.\n\nChannel 0: You're welcome. It's $102.81.\n\nChannel 1: Correct.\n\nChannel 0: Okay. Okay. So it\n\nChannel 1: Okay.\n\nChannel 0: was successfully submitted. And since it's a bank account payment, this will be cleared out within one to three banking days. And once it's posted and credited to your account balance, you will receive a official payment receipt to your email address. Okay?\n\nChannel 1: Perfect. That's awesome. Thank you\n\nChannel 0: Mhmm.\n\nChannel 1: so much for helping.\n\nChannel 0: You're welcome. It's my pleasure to assist you today. Anything else that I may help you?\n\nChannel 1: No. That was all. Thank you very much.\n\nChannel 0: Thank you. Have a great day.\n\nChannel 1: You too. Bye.\n\nChannel 0: Mhmm. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.12,"end":1.36,"sentiment":"neutral","sentiment_score":0.1941039264202118},{"text":"Good afternoon.","start":1.36,"end":2.0,"sentiment":"positive","sentiment_score":0.34163400530815125},{"text":"This is here at home accounts.","start":2.0,"end":3.4399998,"sentiment":"positive","sentiment_score":0.3419879376888275},{"text":"How may I help you today?","start":3.4399998,"end":4.66,"sentiment":"positive","sentiment_score":0.36269277334213257}],"sentiment":"positive","sentiment_score":0.34036374688148496,"channel":0,"num_words":15,"start":1.12,"end":4.66},{"sentences":[{"text":"Hello there.","start":5.12,"end":6.02,"sentiment":"neutral","sentiment_score":0.02855858765542507},{"text":"My name is Vincent Hunter.","start":6.16,"end":7.52,"sentiment":"neutral","sentiment_score":0.01694767437875271},{"text":"I just got an email earlier saying that there was an invalid bank account that I had set up, and I was wondering if you could help me just make sure that it was correct so I can fix that.","start":7.52,"end":17.235,"sentiment":"neutral","sentiment_score":-0.13655127165839076}],"sentiment":"neutral","sentiment_score":-0.11319564508789397,"channel":1,"num_words":47,"start":5.12,"end":17.235},{"sentences":[{"text":"Oh, thank you so much for your response.","start":17.975,"end":19.975,"sentiment":"positive","sentiment_score":0.533549178391695},{"text":"Nice to have you on the line, Vincent.","start":19.975,"end":21.495,"sentiment":"positive","sentiment_score":0.6567135006189346},{"text":"I'll be happy to assist you with this.","start":21.495,"end":23.095001,"sentiment":"positive","sentiment_score":0.6413462832570076},{"text":"May I have your date of birth, please?","start":23.095001,"end":24.795,"sentiment":"neutral","sentiment_score":0.1583176562562585}],"sentiment":"positive","sentiment_score":0.49748165463097394,"channel":0,"num_words":32,"start":17.975,"end":24.795},{"sentences":[{"text":"The 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you if you could, that would be awesome.","start":58.98,"end":61.399998,"sentiment":"neutral","sentiment_score":0.28231030371454024}],"sentiment":"neutral","sentiment_score":0.28231030371454024,"channel":1,"num_words":9,"start":58.98,"end":61.399998},{"sentences":[{"text":"Okay.","start":62.13,"end":62.61,"sentiment":"neutral","sentiment_score":0.033374518156051636},{"text":"Sure.","start":62.61,"end":63.010002,"sentiment":"neutral","sentiment_score":0.03513062000274658},{"text":"So what I will do now is eliminate the one that we have and then put the new one.","start":63.010002,"end":70.29,"sentiment":"neutral","sentiment_score":-0.04413814136856481},{"text":"Alright?","start":70.29,"end":70.79,"sentiment":"neutral","sentiment_score":0.018209438771009445},{"text":"You're","start":71.275,"end":71.595,"sentiment":"neutral","sentiment_score":-0.0008281177724711597}],"sentiment":"neutral","sentiment_score":-0.03272774899327804,"channel":0,"num_words":23,"start":62.13,"end":71.595},{"sentences":[{"text":"Yes.","start":71.295006,"end":71.795006,"sentiment":"neutral","sentiment_score":0.0035373708233237267}],"sentiment":"neutral","sentiment_score":0.0035373708233237267,"channel":1,"num_words":1,"start":71.295006,"end":71.795006},{"sentences":[{"text":"using a bank account or your card?","start":71.595,"end":74.494995,"sentiment":"neutral","sentiment_score":-0.0033737697771617343}],"sentiment":"neutral","sentiment_score":-0.0033737697771617343,"channel":0,"num_words":7,"start":71.595,"end":74.494995},{"sentences":[{"text":"I'll use the bank account just so that if the card changes, I don't have to update it again.","start":75.215004,"end":80.275,"sentiment":"neutral","sentiment_score":-0.002138873366148848}],"sentiment":"neutral","sentiment_score":-0.002138873366148848,"channel":1,"num_words":19,"start":75.215004,"end":80.275},{"sentences":[{"text":"Oh, sure.","start":80.634995,"end":81.274994,"sentiment":"neutral","sentiment_score":0.0690792053937912},{"text":"Thank you.","start":81.274994,"end":81.755,"sentiment":"neutral","sentiment_score":0.1393531933426857},{"text":"Let me just remove this one we have here.","start":81.755,"end":84.735,"sentiment":"neutral","sentiment_score":0.03613616567518976},{"text":"K.","start":87.37,"end":87.61,"sentiment":"neutral","sentiment_score":0.00960118230432272},{"text":"It's 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correct.","start":136.265,"end":137.005,"sentiment":"neutral","sentiment_score":0.11500360816717148}],"sentiment":"neutral","sentiment_score":0.09915645917256673,"channel":1,"num_words":3,"start":135.865,"end":137.005},{"sentences":[{"text":"Oh, thank you.","start":137.42,"end":138.22,"sentiment":"neutral","sentiment_score":0.27699974179267883},{"text":"And is this a check or a savings, like your bank account","start":138.22,"end":142.86,"sentiment":"neutral","sentiment_score":0.06258699670433998}],"sentiment":"neutral","sentiment_score":0.10546954572200776,"channel":0,"num_words":15,"start":137.42,"end":142.86},{"sentences":[{"text":"It 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that I may help you?","start":222.78,"end":224.72,"sentiment":"neutral","sentiment_score":0.27829995325633455}],"sentiment":"positive","sentiment_score":0.48072945699095726,"channel":0,"num_words":16,"start":220.14,"end":224.72},{"sentences":[{"text":"No.","start":224.93501,"end":225.175,"sentiment":"neutral","sentiment_score":0.07302870601415634},{"text":"That was all.","start":225.175,"end":225.815,"sentiment":"neutral","sentiment_score":0.1386887182792028},{"text":"Thank you very much.","start":225.815,"end":226.79501,"sentiment":"positive","sentiment_score":0.49183861911296844}],"sentiment":"neutral","sentiment_score":0.3070561671629548,"channel":1,"num_words":8,"start":224.93501,"end":226.79501},{"sentences":[{"text":"Thank you.","start":227.26,"end":227.9,"sentiment":"positive","sentiment_score":0.5104496479034424},{"text":"Have a great 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bank account information. The agent, Vincent, helped him reprocess his payment and made sure the new account number and B rebooted. The new account number and B rebooted, and the payment was successfully submitted. The agent confirmed the payment and informed Vincent that he will receive a payment receipt via email."},"intents":{"segments":[{"text":"I could see in here that you set up your bank account for your direct debit, And then this is your first invoice for your Internet service September. So our account back end tried to process the payment, and it was declined due to invalid account number. Would you like to update it on my end over the Yes. phone?","start_word":110,"end_word":169,"intents":[{"intent":"Update bank account","confidence_score":0.055178102}]},{"text":"So what I will do now is eliminate the one that we have and then put the new one. Alright?","start_word":181,"end_word":200,"intents":[{"intent":"Remove old account","confidence_score":0.22921492}]},{"text":"And then I'll just get your details. Your BSB number, please?","start_word":245,"end_word":255,"intents":[{"intent":"Get account details","confidence_score":0.07442046}]},{"text":"And the account's name is same as your Airtel account, Vincent Hotler? Yes.","start_word":278,"end_word":290,"intents":[{"intent":"Confirm account details","confidence_score":0.21179417}]},{"text":"And the account's name is same as your Airtel account, Vincent Hotler? Yes. That's correct. Oh, thank you. And is this a check or a savings, like your bank account It says type?","start_word":278,"end_word":310,"intents":[{"intent":"Verify account type","confidence_score":0.009709713}]},{"text":"If you could do that now. I see that the invoice is due on the eleventh. So if you could do it, you know, you have it reprocessed so there's no late fee or anything. Yeah.","start_word":354,"end_word":389,"intents":[{"intent":"Confirm invoice details","confidence_score":0.11824655}]},{"text":"So it Okay. was successfully submitted. And since it's a bank account payment, this will be cleared out within one to three banking days. And once it's posted and credited to your account balance, you will receive a official payment receipt to your email address. Okay? Perfect.","start_word":422,"end_word":468,"intents":[{"intent":"Confirm payment receipt","confidence_score":0.12954251}]},{"text":"Thank you Mhmm. so much for helping.","start_word":471,"end_word":477,"intents":[{"intent":"Express gratitude","confidence_score":0.120109774}]},{"text":"It's my pleasure to assist you today. Anything else that I may help you?","start_word":480,"end_word":493,"intents":[{"intent":"Assist with further inquiries","confidence_score":0.008099908}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.1941039264202118},{"text":"Good afternoon. This is here at home accounts. How may I help you today?","start_word":1,"end_word":14,"sentiment":"positive","sentiment_score":0.346718966960907},{"text":"Hello there. My name is Vincent Hunter. I just got an email earlier saying that there was an invalid bank account that I had set up, and I was wondering if you could help me just make sure that it was correct so I can fix that.","start_word":15,"end_word":61,"sentiment":"neutral","sentiment_score":-0.11010675877332687},{"text":"Oh, thank you so much for your response. Nice to have you on the line, Vincent. I'll be happy to assist you with this.","start_word":62,"end_word":85,"sentiment":"positive","sentiment_score":0.6034003496170044},{"text":"May I have your date of birth, please? The 04/28/1993.","start_word":86,"end_word":95,"sentiment":"neutral","sentiment_score":0.11391735076904295},{"text":"Thank you so much.","start_word":96,"end_word":99,"sentiment":"positive","sentiment_score":0.4509175419807434},{"text":"And let me just go over to your account. Yeah. I could see in here that you set up your bank account for your direct debit, And then this is your first invoice for your Internet service September. So our account back end tried to process the payment, and it was declined due to invalid account number. Would you like to update it on my end over the Yes. phone? If you if you could, that would be awesome. Okay. Sure. So what I will do now is eliminate the one that we have and then put the new one. Alright? You're Yes. using a bank account or your card? I'll use the bank account just so that if the card changes, I don't have to update it again. Oh, sure. Thank you. Let me just remove this one we have here. K. It's deleting. And then I'll just get your details. Your BSB number, please? Yes. The 064 Mhmm. 815. Thank you. 064815. Yes. Okay. Account number, please. 10192401.","start_word":100,"end_word":269,"sentiment":"neutral","sentiment_score":0.009540348313748837},{"text":"Thank you.","start_word":270,"end_word":271,"sentiment":"positive","sentiment_score":0.4318819046020508},{"text":"10192401. Yes. That's right.","start_word":272,"end_word":275,"sentiment":"neutral","sentiment_score":0.1624658852815628},{"text":"Thank you.","start_word":276,"end_word":277,"sentiment":"positive","sentiment_score":0.4673095941543579},{"text":"And the account's name is same as your Airtel account, Vincent Hotler? Yes. That's correct. Oh, thank you. And is this a check or a savings, like your bank account It says type? well, it says savings. It's like an everyday account. Okay.","start_word":278,"end_word":320,"sentiment":"neutral","sentiment_score":0.09345225989818572},{"text":"Thank you.","start_word":321,"end_word":322,"sentiment":"positive","sentiment_score":0.457231342792511},{"text":"So you will also receive, like, a new direct debit service agreement in reference with this. And, Vincent, is it okay to reprocess your September invoice for these corrected details? Yeah. If you could do that now. I see that the invoice is due on the eleventh. So if you could do it, you know, you have it reprocessed so there's no late fee or anything. Yeah. That is correct.","start_word":323,"end_word":392,"sentiment":"neutral","sentiment_score":0.18466514348983765},{"text":"Thank you so much.","start_word":393,"end_word":396,"sentiment":"positive","sentiment_score":0.6251041889190674},{"text":"Let me do it while I have you on the line real quick. Bear with me. Thank you. You're welcome. It's $102.81. Correct. Okay. Okay. So it Okay. was successfully submitted. And since it's a bank account payment, this will be cleared out within one to three banking days. And once it's posted and credited to your account balance, you will receive a official payment receipt to your email address. Okay?","start_word":397,"end_word":467,"sentiment":"neutral","sentiment_score":0.22273141145706177},{"text":"Perfect. That's awesome. Thank you Mhmm. so much for helping. You're welcome. It's my pleasure to assist you today.","start_word":468,"end_word":486,"sentiment":"positive","sentiment_score":0.54608154296875},{"text":"Anything else that I may help you? No. That was all.","start_word":487,"end_word":497,"sentiment":"neutral","sentiment_score":0.2088224291801453},{"text":"Thank you very much. Thank you. Have a great day.","start_word":498,"end_word":507,"sentiment":"positive","sentiment_score":0.5469260215759277},{"text":"You too. Bye. Mhmm. Bye.","start_word":508,"end_word":512,"sentiment":"neutral","sentiment_score":0.14654960334300995}],"average":{"sentiment":"neutral","sentiment_score":0.15472702752976192}}}}